297-2183-926

Nortel Contact Center Manager

Administration
Installation and Maintenance Guide
Standard version: CS 1000/Preliminary version: CS 2100, SIP

Product release 6.0 Standard 3.0 May 2006

Nortel Contact Center Manager Administration
Installation and Maintenance Guide

Product release: 6.0

Document release: Standard 3.0
Date: May 2006

Copyright © 2006 Nortel Networks. All Rights Reserved.

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

The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager Administration is proprietary to Nortel. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel 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 reserves the
right to seek all allowable remedies for such breach.

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

*Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail,
Optivity, Succession, and Symposium are trademarks of Nortel.
SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation.
CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc.
TRUE DBGRID is a trademark of ComponentOne, L.L.C.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company.
CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of
Intel Corporation.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS
NT, and WINDOWS XP are trademarks of Microsoft Corporation.
WINZIP is a trademark of Nico Mak Computing, Inc.
OLECTRA is a trademark of Sitraka Inc.
SYBASE is a trademark of Sybase, Inc.
PCANYWHERE is a trademark of Symantec Corporation.
VERISIGN is a trademark of VeriSign, Inc.
VERITAS is a trademark of Veritas Operating Corporation.
Revision history

May 2006 The Standard 3.0 version of the Nortel Contact Center
Manager Administration Installation and Maintenance
Guide, Release 6.0, is released. This version contains the
following updates: a new chapter is added (Chapter 14) for
changes to passwords, computer names, and IP addresses and
same info is removed from Troubleshooting, a
troubleshooting item is added for missing fonts in Report
Creation Wizard, a note is added to the procedure to log on to
Contact Center Manager Administration for the first time to
specify that you must not enter the fully qualified domain
name when adding the Contact Center Manager Server,
Internet Explorer is added to firewall exclusion info for client
PCs on Windows XP with SP2, information is added on
support for the new domain account feature in the iceAdmin
Password Change Utility, updates to add information that
you must reset the iceAdmin password after you change the
CCMA computer name, updates to the charts listing controls
to be downloaded to the client PC, information added for new
security configuration settings for the latest supported service
pack from Microsoft, updates to add information about
backing up Audit Trail events log, removal of references to
IGMP hotfix patch as an operating system requirement,
updates to installation procedures to add information re:
CCMA URL cannot exceed 24 characters in SOAP
Configuration Parameters window, updates to add
information about Designer Patches and Service Update
Supplements, updates to all procedures about applying
Service Updates to add information about Service Update
Supplements, updates to Chapter 4 “Configuring Agent
Workstations” to include information about proxy settings
when installing Agent Desktop Displays on the CCMA
server, added procedures for uninstalling Agent Desktop

Installation and Maintenance Guide v

Revision history Standard 3.0

Displays, numerous updates to “Troubleshooting” to add

troubleshooting items from the Distributor Technical
Reference (published December 20, 2005).
December 2005 The Standard 2.0 version of the Nortel Contact Center
Manager Administration Installation and Maintenance
Guide, Release 6.0 is released.
November 2005 The Standard 1.0 version of the Nortel Contact Center
Manager Administration Installation and Maintenance
Guide, Release 6.0 is released.

vi Nortel Contact Center Manager Administration

Contents

1 Getting started 19
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 23
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Part 1 Installing the Contact Center Manager

Administration software 35

2 Installation overview 37
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
CCMA server preinstallation requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Using Crystal Reports with CCMA (optional) . . . . . . . . . . . . . . . . . . . . . . . . 42
Installing primary and replicating CCMA servers . . . . . . . . . . . . . . . . . . . . . 44
What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

3 Installing the software on the primary server 51

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Section A: Preparing the primary server for the installation 55
Step 1. Read relevant documentation for performing a new installation . . . . 56
Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . 57
Step 3. Install Sybase Open Client version 12.5. . . . . . . . . . . . . . . . . . . . . . . 73
Step 4. Install the Crystal Enterprise 10 Embedded software. . . . . . . . . . . . . 85
Section B: Installing the server software on the primary server 93
Step 5. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Step 6. Apply the latest Service Update and Service Update Supplement . . 111
Step 7. Install required hot fixes for third-party software. . . . . . . . . . . . . . . 118

Installation and Maintenance Guide vii

Contents Standard 3.0

Section C: Postinstallation on the primary CCMA server 121

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Step 8. Add the server to an existing domain (optional) . . . . . . . . . . . . . . . 123
Step 9. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Step 10. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 131
Step 11. Add the IUSR_SWC account as the anonymous user account. . . . 135
Step 12. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 146
Step 13. Configure Logon warning message (optional) . . . . . . . . . . . . . . . . 150
Step 14. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Step 15. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Step 16. Configure SMTP and printers for Historical Reporting (optional) 166
Step 17. Configure shared folders for Historical Reporting (optional) . . . . 178
Step 18. Configure scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Step 19. Configure Agent Desktop Display parameters on the server . . . . . 210
Step 20. Change the iceAdmin user account password (optional) . . . . . . . . 214
Step 21. Configure language support (other than English). . . . . . . . . . . . . . 218
Step 22. Install the XML Automated Assignments feature (optional) . . . . . 239
Step 23. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 242
Step 24. Activate master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Step 25. Other postinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

4 Configuring the client PC and agent workstations 247

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Section A: Preparing the client for CCMA 251
Step 1. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Step 2. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . . 254
Step 3. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Step 4. Install Simple Object Access Protocol . . . . . . . . . . . . . . . . . . . . . . . 270
Step 5. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . . 274
Section B: Logging on to CCMA for the first time 277
Step 6. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . . 278
Step 7. Log on to CCMA for the first time. . . . . . . . . . . . . . . . . . . . . . . . . . 280
Step 8. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Section C: Configuring agent workstations 299
Step 9. Install and configure Agent Desktop Display. . . . . . . . . . . . . . . . . . 300

5 Migrating Classic Client 313

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Migrating Filter Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

viii Nortel Contact Center Manager Administration

May 2006 Contents

Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . 339
Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 348
Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 355
Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358

6 Installing software on the replicating server (optional) 359

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Section A: Preparing the replicating server for the installation 363
Step 1. Read relevant documentation for performing a new installation . . . 364
Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 365
Step 3. Install Sybase Open Client version 12.5. . . . . . . . . . . . . . . . . . . . . . 381
Step 4. Install the Crystal Enterprise 10 Embedded software. . . . . . . . . . . . 393
Step 5. Log into the same domain as the primary CCMA server . . . . . . . . . 400
Section B: Installing the software on the replicating server 403
Step 6. Install the software on the replicating server . . . . . . . . . . . . . . . . . . 404
Step 7. Apply the same Service Update as on the primary server . . . . . . . . 434
Step 8. Install required hot fixes for third-party software. . . . . . . . . . . . . . . 441
Section C: Postinstallation on the replicating CCMA server 443
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Step 9. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 445
Step 10. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 449
Step 11. Add the IUSR_SWC account as the anonymous user account. . . . 453
Step 12. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 464
Step 13. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 468
Step 14. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
Step 15. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
Step 16. Configure SMTP and printers for Historical Reporting (optional) 484
Step 17. Configure shared folders for Historical Reporting (optional) . . . . 496
Step 18. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 523
Step 19. Configure Agent Desktop Display parameters on the server . . . . . 524
Step 20. Change the iceAdmin user account password (optional) . . . . . . . . 528
Step 21. Configure language support (other than English). . . . . . . . . . . . . . 532
Step 22. Install the XML Automated Assignments feature (optional) . . . . . 553
Step 23. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
Step 24. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 571
Step 25. Other postinstallation tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573

Installation and Maintenance Guide ix

Contents Standard 3.0

Part 2 Upgrading to Contact Center Manager

Administration 6.0 and migrating data 575

7 Upgrading overview 577

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578

8 Migrating SWC 4.5 platform from Windows 2000 to

Windows 2003 587
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 588
Section A: Before you begin the migration 591
Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 592
Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . 594
Section B: Prepare the source server for the migration 597
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598
Step 3. Ensure that SWC 4.5 SU05 (or later) is installed . . . . . . . . . . . . . . . 599
Step 4. Perform a full backup of the source server. . . . . . . . . . . . . . . . . . . . 600
Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . 601
Step 6. Extract the AD Data Migration zip file onto the source server . . . . 605
Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . 606
Step 8. Clear routes from filtersets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Section C: Prepare the target server for the migration 613
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . 615
Step 10. Ensure source server IP address is primary DNS server . . . . . . . . 676
Step 11. Connect source server and target server off-network . . . . . . . . . . . 678
Step 12. Add the target server into the source server domain . . . . . . . . . . . 679
Step 13. Log the target server onto the source server domain . . . . . . . . . . . 682
Step 14. Extract the AD Data Migration zip file . . . . . . . . . . . . . . . . . . . . . 683
Section D: Migrating and restoring the data 685
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 686
Step 15. Prepare the source server for the Active Directory transfer . . . . . . 689
Step 16. Migrate the Active Directory data to the target server . . . . . . . . . . 691
Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 697
Step 18. Reset the new computer name of the target server . . . . . . . . . . . . . 703
Step 19. Run the Symposium Web Client ChangeSOAPSrv utility. . . . . . . 708
Step 20. Reset iceAdmin password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709

x Nortel Contact Center Manager Administration

May 2006 Contents

Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 711

Step 22. Reconnect to the customer LAN. . . . . . . . . . . . . . . . . . . . . . . . . . . 714
Step 23. Restore the data files from the source server to the target server. . 715
Section E: Postmigration tasks 719
Step 24. Configure Real-Time Reporting on the target server . . . . . . . . . . . 720
Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 726
Step 26. Configure Agent Desktop Display 4.5 parameters on the server . . 728
Step 27. Recreate filtersets containing routes on the target server . . . . . . . . 731
Step 28. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732
Section F: Troubleshooting 733
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735

9 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on

same server 747
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Section A: Preparing for the upgrade 751
Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 752
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . . 753
Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 754
Step 4. Ensure the application server meets CCMA 6.0 requirements. . . . . 755
Step 5. Perform a full backup of the Symposium Web Client server. . . . . . 756
Step 6. Back up Nortel data files on the SWC server . . . . . . . . . . . . . . . . . . 757
Step 7. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . . . 763
Step 8. Get documentation for the XML Automated Assignments feature . 765
Step 9. Install the Crystal Enterprise 10 Embedded software. . . . . . . . . . . . 766
Section B: Upgrading the product software 775
Step 10. Upgrade the product software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Step 11. Apply the latest Service Update and Service Update Supplement . 785
Step 12. Install required hot fixes for third-party software. . . . . . . . . . . . . . 792
Section C: Postupgrade tasks on the CCMA server 795
Step 13. Add the server to an existing domain (optional) . . . . . . . . . . . . . . 796
Step 14. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . 800
Step 15. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 804
Step 16. Add the IUSR_SWC account as the anonymous user account. . . . 808
Step 17. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 819
Step 18. Configure Logon warning message (optional) . . . . . . . . . . . . . . . . 823
Step 19. Configure shared folders for Historical Reporting (optional) . . . . 828

Installation and Maintenance Guide xi

Contents Standard 3.0

Step 20. Configure new ADD 6.0 parameters on the server (optional) . . . . 855
Step 21. Change the iceAdmin user account password (optional) . . . . . . . . 858
Step 22. Upgrade the XML Automated Assignments feature (optional) . . . 861
Step 23. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 864
Step 24. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866
Step 25. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 870
Step 26. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872
Section D: Configuring the client PC 873
Step 27. Ensure that the client PCs meet all requirements . . . . . . . . . . . . . . 874
Step 28. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 875
Step 29. Log on to Contact Center Manager Administration . . . . . . . . . . . . 878
Step 30. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 884
Section E: Upgrade agent workstations 897
Step 31. Upgrade Agent Desktop Display on agent workstations . . . . . . . . 898
Step 32. Configure active and standby servers for ADD (optional). . . . . . . 902
Section F: Migrate Classic Client 905
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 906
Migrating Filter Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 909
Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911
Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 925
Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . 930
Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 939
Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 944
Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 946
Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 949

10 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on

a new server 951
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 952
Section A: Preparing for the upgrade 957
Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 958
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . . 959
Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 960
Step 4. Ensure target server meets CCMA 6.0 requirements . . . . . . . . . . . . 961
Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server . . . . . . 962
Step 6. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . . . 963
Step 7. Perform a full backup of the source server. . . . . . . . . . . . . . . . . . . . 998
Step 8. Back up Nortel data files on the source server . . . . . . . . . . . . . . . . 1000
Step 9. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . . 1004

xii Nortel Contact Center Manager Administration

May 2006 Contents

Step 10. Restore the data files from the source server to the target server. 1006
Step 11. Get documentation for the XML Automated Assignments feature1012
Step 12. Install Crystal Enterprise 10 Embedded on the target server . . . . 1013
Section B: Upgrading the product software 1021
Step 13. Upgrade the product software. . . . . . . . . . . . . . . . . . . . . . . . . . . . 1022
Step 14. Apply the latest Service Update and Service Update Supplement 1032
Step 15. Install required hot fixes for third-party software. . . . . . . . . . . . . 1039
Section C: Postupgrade tasks on the CCMA server 1041
Step 16. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1042
Step 17. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . 1046
Step 18. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1050
Step 19. Add the IUSR_SWC account as the anonymous user account. . . 1054
Step 20. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1065
Step 21. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1069
Step 22. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
Step 23. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1083
Step 24. Configure shared folders for Historical Reporting (optional) . . . 1085
Step 25. Configure Agent Desktop Display parameters on the server . . . . 1116
Step 26. Change the iceAdmin user account password (optional) . . . . . . . 1120
Step 27. Upgrade the XML Automated Assignments feature (optional) . . 1124
Step 28. Revert to source computer name or change computer name . . . . 1127
Step 29. Ensure computer name of CCMA server is correct on client PCs 1137
Step 30. Accept the license agreement in Server Utility . . . . . . . . . . . . . . 1138
Step 31. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140
Step 32. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1144
Step 33. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146
Section D: Configuring the client PC 1147
Step 34. Ensure that the client PCs meet all requirements . . . . . . . . . . . . . 1148
Step 35. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1149
Step 36. Log on to Contact Center Manager Administration . . . . . . . . . . . 1152
Step 37. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1158
Section E: Upgrading agent workstations 1171
Step 38. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1172
Step 39. Configure active and standby servers for ADD (optional). . . . . . 1176
Section F: Migrate Classic Client 1179
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180
Migrating Filter Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183
Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185
Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1199
Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . 1204

Installation and Maintenance Guide xiii

Contents Standard 3.0

Migrating agent-skillset and agent-supervisor scheduled assignments . . . 1213

Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . 1220
Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223

11 Migrating CCMA 6.0 to a new server 1225

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1226
Section A: Before you begin the migration 1227
Step 1. Ensure target server meets all CCMA 6.0 requirements . . . . . . . . 1228
Step 2. Read relevant documentation for performing a new installation . . 1229
Section B: Prepare the source server for the migration 1231
Step 3. Perform a full backup of the source server. . . . . . . . . . . . . . . . . . . 1232
Step 4. Back up the Nortel data files on the source server . . . . . . . . . . . . . 1233
Step 5. Back up Real-Time Reporting and Emergency Help . . . . . . . . . . . 1246
Section C: Prepare the target server for the migration 1249
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1251
Step 6. Install and configure Windows Server 2003 . . . . . . . . . . . . . . . . . 1252
Step 7. Install Internet Information Services with SMTP and ASP.NET. . 1264
Step 8. Ensure the computer name and DNS host name match . . . . . . . . . 1267
Step 9. Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . . 1272
Step 10. Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . 1276
Step 11. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . 1278
Step 12. Install Sybase Open Client version 12.5. . . . . . . . . . . . . . . . . . . . 1294
Step 13. Install the Crystal Enterprise 10 Embedded software. . . . . . . . . . 1306
Step 14. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1314
Step 15. Apply the same Service Update as on the source server . . . . . . . 1331
Step 16. Install required hot fixes for third-party software. . . . . . . . . . . . . 1337
Step 17. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1338
Step 18. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . 1342
Step 19. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1346
Step 20. Add the IUSR_SWC account as the anonymous user account. . . 1350
Step 21. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1361
Step 22. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1365
Step 23. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 1370
Step 24. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1379
Step 25. Configure SMTP and printers for Historical Reporting (optional) 1381
Step 26. Configure shared folders for Historical Reporting (optional) . . . 1393
Step 27. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1424
Step 28. Configure Agent Desktop Display parameters on the server . . . . 1425
Step 29. Change the iceAdmin user account password (optional) . . . . . . . 1429

xiv Nortel Contact Center Manager Administration

May 2006 Contents

Step 30. Configure language support (other than English). . . . . . . . . . . . . 1433

Step 31. Install the XML Automated Assignments feature (optional) . . . . 1454
Step 32. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1457
Step 33. Other postmigration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1459
Section D: Restoring CCMA data to target server 1461
Step 34. Restore CCMA data to the target server. . . . . . . . . . . . . . . . . . . . 1462
Section E: Postmigration tasks 1477
Step 35. Revert to source server computer name or change name . . . . . . . 1478
Step 36. Ensure the CCMA computer name is correct on client PCs. . . . . 1488
Step 37. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1489

Part 3 Maintaining Contact Center Manager

Administration Release 6.0 1491

12 Uninstalling and reinstalling the server software 1493

Section A: Uninstalling and reinstalling CCMA 1495
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1496
Uninstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . 1497
Uninstalling the XML Automated Assignments feature . . . . . . . . . . . . . . 1503
Uninstalling Crystal Enterprise 10 Embedded . . . . . . . . . . . . . . . . . . . . . . 1504
Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1506
Reinstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . 1508
Scenarios for reinstalling Contact Center Manager Administration. . . . . . 1509
Section B: Uninstalling Agent Desktop Displays 1567
Uninstalling Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1568

13 Applying Service Updates, Service Update Supplements,

and Designer Patches 1571
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1572
Using the Patch Viewer Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1574
Applying an SU, SUS, or DP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1577
Uninstalling an SU, SUS, or DP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1584

14 Changing passwords, names, IP addresses 1587

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1588

Installation and Maintenance Guide xv

Contents Standard 3.0

iceAdmin password changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1589

Changing the computer name of the CCMA server . . . . . . . . . . . . . . . . . . 1596
Changing the computer name of the Contact Center Manager Server . . . . 1624
Changing the IP address of the CCMA server . . . . . . . . . . . . . . . . . . . . . . 1637
Changing the IP address of the Contact Center Manager Server . . . . . . . . 1641

15 Resiliency (backup, restore, and disaster recovery) 1643

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1644
Section A: Installing a replicating server (optional) 1647
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1648
About Active Directory Mode Application (ADAM) replication . . . . . . . 1649
ADAM and service accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1652
Section B: Recovering from a CCMA server failure 1655
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1656
Recovering from CCMA failure (with no replicating server installed) . . . 1657
Recovering from CCMA failure (with replicating server installed). . . . . . 1659
Section C: Creating backups of your CCMA data 1663
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1664
Backing up Contact Center Manager Administration data files . . . . . . . . . 1671
Backing up Real-Time Reporting and Emergency Help configurations . . 1685
Section D: Restoring CCMA data 1687
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1688
Restoring data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1691
Switching to the standby server in Agent Desktop Display . . . . . . . . . . . . 1705
Changing the computer name after installation . . . . . . . . . . . . . . . . . . . . . 1706

16 Working with CCMA events 1717

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1718
Configuring SNMP on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1720
Selecting the events to be forwarded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1723
Configuring the NMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1730
Using the Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1731

17 Working with domains and workgroups 1733

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1734
Deciding between a workgroup and a domain . . . . . . . . . . . . . . . . . . . . . . 1736
Changing the network settings of your server from workgroup to domain 1738

xvi Nortel Contact Center Manager Administration

May 2006 Contents

Changing the network settings of your server from domain to workgroup 1745

18 Managing security 1751

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1752
Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . 1754
Using Security Configuration Wizard and enabling Windows Firewall . . 1757
Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1792
Installing and Configuring URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1797
Enabling Secure Sockets Layer on the CCMA server . . . . . . . . . . . . . . . . 1803
Applying security patches to the CCMA server . . . . . . . . . . . . . . . . . . . . . 1810
Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 1812

19 Troubleshooting 1817
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1818
Troubleshooting installation or upgrade problems . . . . . . . . . . . . . . . . . . . 1819
Troubleshooting communication problems between CCMA and CCMS . 1831
Troubleshooting the client-server connection. . . . . . . . . . . . . . . . . . . . . . . 1846
Troubleshooting client PC problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1852
Troubleshooting problems with general CCMA functionality . . . . . . . . . . 1859
Troubleshooting problems with Real-time Statistics Multicast (RSM) . . . 1863
Troubleshooting problems with Historical Reports . . . . . . . . . . . . . . . . . . 1891
Troubleshooting other problems in CCMA components . . . . . . . . . . . . . . 1909
Troubleshooting problems with Agent Desktop Display . . . . . . . . . . . . . . 1914
Troubleshooting Simple Object Access Protocol errors. . . . . . . . . . . . . . . 1915
Troubleshooting iceAdmin password problems . . . . . . . . . . . . . . . . . . . . . 1922

A Event Codes 1929

Operating System events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1930
Contact Center Management Administration events . . . . . . . . . . . . . . . . . 1932

B CCMA in a Citrix environment 1937

Contact Center Manager Administration and Citrix. . . . . . . . . . . . . . . . . . 1938
Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1940
CCMA and Citrix installation and configuration checklist . . . . . . . . . . . . 1941

C Web site types 1955

Determining your web site type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1956

Installation and Maintenance Guide xvii

Contents Standard 3.0

Glossary 1959

Index 1993

xviii Nortel Contact Center Manager Administration

Chapter 1

Getting started

In this chapter
Overview 20
About Contact Center Manager Administration 23
How to use this guide 28
Skills you need 30
Related documents 31
How to get help 33

Installation and Maintenance Guide 19

Getting started Standard 3.0

Overview

Introduction
This guide provides information and procedures to help you complete the
following tasks:
„ installing and configuring the Contact Center Manager Administration
software, client PCs, and agent workstations on the primary server
„ installing and configuring the Contact Center Manager Administration
software on a replicating server
„ migrating Classic Client data
„ migrating Symposium Web Client 4.5 platform from Windows 2000 to
Windows 2003
„ upgrading the server software from Symposium Web Client 4.5 SUS0601
v1 to Contact Center Manager Administration 6.0 on the same server
„ upgrading the server software from Symposium Web Client 4.5 SUS0601
v1 to Contact Center Manager Administration 6.0 on a new server
„ migrating Contact Center Manager Administration to a new server
„ uninstalling the server and client software
„ reinstalling the server and client software
„ installing and uninstalling Service Update packs
„ managing security on the server
„ backing up and restoring data
„ troubleshooting server problems

20 Nortel Contact Center Manager Administration

May 2006 Getting started

Who should read this guide

This guide is intended for:
„ Nortel installers and distributors who are responsible for installing and
configuring Contact Center Manager Administration
„ administrators who are responsible for monitoring and maintaining the
Contact Center Manager Administration server.

Before you begin

This guide provides step-by-step instructions for the procedures you must
perform to complete the installation and administration of the Contact Center
Manager Administration software.

You must read and complete the tasks in the following guides before proceeding
with the tasks in this guide. Each of these guides contains important information
which you will need before you install Contact Center Manager Administration:

Name of Guide Description of contents

Contact Center Planning and „ details on the data network

Engineering Guide components of Contact Center 6.0
„ details on compatibility
considerations between versions
of various network components
Contact Center Installer’s „ required installation and server
Roadmap (see www.nortel.com/ data
pic)
Contact Center Manager „ the requirements for a Contact
Administration Technical Center Manager Administration
Requirements and Operating server platform
System Configuration Guide „ configuring the Windows Server
2003 Enterprise or Standard
Edition operating system

Installation and Maintenance Guide 21

Getting started Standard 3.0

Access rights
This guide assumes that you have the administrator privileges and access rights
required to perform the procedures in this guide.

ATTENTION
When you install Contact Center Manager
Administration, the setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration installation, the setup wizard prompts you
to specify the password for this user. You have the option
to change this password after the installation, but you
cannot delete the iceAdmin user account in Windows
Server 2003. If you delete this user account, you will not
be able to log on to Contact Center Manager
Administration either as webadmin or as any other user.

Licensing requirements
Key codes are replaced with License Manager.

22 Nortel Contact Center Manager Administration

May 2006 Getting started

About Contact Center Manager Administration

What is Contact Center Manager Administration?

Contact Center Manager Administration is a browser-based tool for contact
center administrators and supervisors. You can use Contact Center Manager
Administration to configure and contact center resources, call flows,
components, activities. You can also use Contact Center Manager
Administration to define access levels to data and provide dynamic reporting to
fit your enterprise business needs.

Contact Center Manager Administration components

Contact Center Manager Administration is comprised of the following
components:
„ Contact Center Management
„ Access and Partition Management
„ Configuration
„ Scripting
„ Real-Time Reporting
„ Historical Reporting
„ Report Creation Wizard
„ Outbound
„ Emergency Help
„ Audit Trail
„ Agent Desktop Display

Contact Center Management

Use Contact Center Management to add, edit, view, or delete:
„ users (agents, supervisors, or supervisor/agents) on a server in Contact
Center Manager Server
„ agent to supervisor assignments

Installation and Maintenance Guide 23

Getting started Standard 3.0

„ agent to skillset assignments

Access and Partition Management:

Use Access and Partition Management to add, edit, view, or delete:
„ users
„ partitions
„ access classes
„ report groups for Historical Reporting

In Access and Partition Management, administrators can grant and restrict

access to Contact Center Manager Administration components and data by
defining users and access classes.

Configuration
Use the Configuration component to configure and administer Contact Center
Manager Server.

Notes:
„ You can use the CS1000 (M1) Data Extraction Tool to extract
configuration data from the CS1000 PBX switch, and then upload that data
to the Contact Center Manager Server by using Contact Center Manager
Administration Configuration spreadsheets. For more information, refer to
the Contact Center - Manager Administrator's Guide. Note that the
CS1000 Data Extraction Tool is intended for use with the CS1000 PBX
switch only; it does not support the CS1000 Internet Enabled switch.
„ If you are on-site configuring a customer’s contact center, you can upload
your Contact Center Manager Configuration Tool spreadsheets by using the
Configuration component of the customer’s Contact Center Manager
Administration application.

Scripting
The Contact Center Manager Server uses scripts to route calls. With the
Scripting component, you can create and modify call routing instructions for
your contact center using the following components:
„ a Script Manager
„ a Script Editor

24 Nortel Contact Center Manager Administration

May 2006 Getting started

„ a Script Variable creator

„ a Script Command Reference

You can also apply thresholds to your applications, and edit application
threshold classes using the Scripting component.

The Scripting component also includes a validation tool that checks your scripts
for errors before they run.

Real-Time Reporting
Use the Real-Time Reporting component to view call activity information. Real-
time displays are available for both single node and multinode sites.

The following standard Real-Time Reporting displays are pre-configured in

Contact Center Manager Administration:
„ six standard real-time displays for a single-node Contact Center Manager
Server site
„ three standard real-time displays for multinode (or networked) Contact
Center Manager Server sites

Historical Reporting
Use Historical Reporting to obtain standard reports about the past performance
of the contact center, contact center configuration data, and Access and Partition
Management configuration data of the Contact Center Manager Administration
server.

You can generate many different types historical reports:

„ Standard reports
„ Agent properties, CDN properties, and so on

„ Summarized historical reports for a specific interval of time

„ Detailed reports for specific events that have occurred in the contact
center
„ and more

„ Report Creation Wizard reports imported from the Report Creation Wizard
component
„ User defined reports created from standard reports to run as ad-hoc and
scheduled reports

Installation and Maintenance Guide 25

Getting started Standard 3.0

„ User created reports (created using Crystal Reports) imported to Contact

Center Manager Administration
„ Access and Partition Management configuration reports for the Contact
Center Manager Administration server
„ Access classes, report groups, users, user defined partition reports

Report Creation Wizard

The Report Creation Wizard is a reporting feature that you can access through
the main Historical Reporting interface. You can use the wizard to create,
maintain, and modify customized ad hoc reports through a user-friendly
interface.

After you create reports by using the Report Creation Wizard, you can work
with the reports in the Historical Reporting component, and use the same access
permissions, partitions, and filter sets features that you would with any other
report. You can also use the Historical Reporting interface to schedule reports
that you create with the Report Creation Wizard.

Emergency Help
The Emergency Help feature is a notification panel on the browser whereby
supervisors are alerted when an agent presses the Emergency key on their
phoneset.
Agents press the Emergency key when they require assistance from the
supervisor (for example, if a caller is abusive). The Emergency Help panel
displays information about the agent, including the agent’s name and location,
and displays the time when the Emergency key was pressed.

Audit Trail
Audit Trail records the actions performed in Contact Center Management,
Access and Partition Management, Historical Reporting, Scripting, and
Configuration. The Audit Trail also identifies the user ID of the person who
made the changes.

Agent Desktop Display

Agent Desktop Display provides real-time skillset monitoring to agents. You
can configure Agent Desktop Display to inform agents of the number of calls in
queue, the average call wait time, and so on.

26 Nortel Contact Center Manager Administration

May 2006 Getting started

Note: Agent Desktop Display is a by-product of Contact Center Manager

Administration installed on the agent workstation. It is not launched or installed
from the Contact Center Manager Administration server.

Outbound
Use the Outbound Campaign Management Tool to create, modify, and monitor
outbound campaigns. You can use this tool to define campaign parameters,
import and review call data, create agent call scripts, and monitor campaign
results.

The Agent Desktop interface for Outbound runs on the agent desktop during
campaigns. This interface presents outbound contacts to agents, provides agents
with preview dial capability, displays agent call scripts (if configured), and
saves disposition codes and script results.

Installation and Maintenance Guide 27

Getting started Standard 3.0

How to use this guide

Introduction
This guide covers topics such as installing all components of Contact Center
Manager Administration, upgrading the server software, backing up and
restoring data, and maintaining the server.

Before you complete the tasks in this guide, ensure that your hardware and
software meet the requirements for Contact Center Manager 6.0. You must also
install and configure Windows Server 2003. Information about hardware and
software requirements and Windows Server 2003 installation requirements are
detailed in the Contact Center Manager Administration Technical Requirements
and Operating System Configuration Guide.

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

28 Nortel Contact Center Manager Administration

May 2006 Getting started

Where to start in this guide

The following table provides describes where to start for common procedures:

If you want to do this Start here

Install Contact Center Manager Chapter 3, “Installing the software on the primary
Administration on the primary server”
server

Install Contact Center Manager Chapter 6, “Installing software on the replicating server
Administration on the (optional)”
replicating server

Migrate Symposium Web Chapter 8, “Migrating SWC 4.5 platform from Windows
Client 4.5 platform from 2000 to Windows 2003”
Windows 2000 to Windows
2003

Upgrade from Release 4.5 to Chapter 9, “Upgrading from SWC 4.5 (Windows 2003)
Release 6.0 on the same server to CCMA 6.0 on same server”

Upgrade from Release 4.5 to Chapter 10, “Upgrading from SWC 4.5 (Windows 2003)
Release 6.0 on a different to CCMA 6.0 on a new server”
server

Migrate Contact Center Chapter 11, “Migrating CCMA 6.0 to a new server”
Manager Administration to a
new server

Back up your server database Chapter 15, “Resiliency (backup, restore, and disaster
recovery)”

Recover your server Chapter 15, “Resiliency (backup, restore, and disaster
recovery)”
This chapter provides several options for recovering
your server when you encounter problems.

Installation and Maintenance Guide 29

Getting started Standard 3.0

Skills you need

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

Required experience or knowledge

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

30 Nortel Contact Center Manager Administration

May 2006 Getting started

Related documents

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

For information about Refer to NTP number

Planning and Contact Center Planning and 297-2183-934

engineering guidelines, Engineering Guide
and server requirements
Nortel Contact Center – Manager 297-2183-935
CapTool User’s Guide

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

portfolio Release 6.0

Required installation Contact Center Installer’s Roadmap 297-2183-226

and server data (see www.nortel.com/pic)

Server operating system Contact Center Manager Server 297-2183-212

configuration and Technical Requirements and
requirements Operating System Configuration
Guide

Contact Center Manager Server 297-2183-944

Technical Requirements and
Operating System Configuration
Guide for the coresident server
Contact Center Manager 297-2183-213
Administration Technical
Requirements and Operating System
Configuration Guide

Contact Center 6.0 Security Guide

Contact Center Portfolio Service
Packs Compatibility and Security
Hotfixes Applicability List

Installation and Maintenance Guide 31

Getting started Standard 3.0

For information about Refer to NTP number

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

migration, and Installation and Maintenance Guide
maintenance
Communication Control Toolkit 297-2183-946
Installation and Maintenance Guide

Contact Center Multimedia 297-2183-929

Installation and Maintenance Guide

Administering contact Contact Center – Manager 297-2183-927

centers Administrator’s Guide

Supervising contact Contact Center – Manager 297-2183-928

centers Supervisor’s Guide

Contact Center Historical Reporting 297-2183-914

and Data Dictionary

32 Nortel Contact Center Manager Administration

May 2006 Getting started

How to get help

This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult Chapter 19, “Troubleshooting.”

Finding the latest updates on the Nortel web site

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

Link to Takes you directly to

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

Latest documentation The Nortel page for Contact Center documentation

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

Getting help from the Nortel web site

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

www.nortel.com/support

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

Installation and Maintenance Guide 33

Getting started Standard 3.0

Getting help over the phone from a Nortel Solutions Center

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

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

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

http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

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

http://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

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

34 Nortel Contact Center Manager Administration

 Par t 1
Installing the Contact Center
Manager Administration
software

Installation and Maintenance Guide 35

 Standard 3.0

36 Nortel Contact Center Manager Administration

Chapter 2

Installation overview

In this chapter
Prerequisites 38
CCMA server preinstallation requirements 40
Using Crystal Reports with CCMA (optional) 42
Installing primary and replicating CCMA servers 44
What you need 47
Before you begin 49

Installation and Maintenance Guide 37

Prerequisites

This guide is intended for planners, administrators, technicians, and engineers

responsible for installing and maintaining the server. It assumes that the reader
has basic computing skills, is familiar with necessary safety procedures, and has
the hardware documentation provided by the manufacturer available as a
reference.
Use the following checklist to make sure you have the prerequisites to install
Contact Center Manager Administration:

Prerequisites Guidelines ✔

Required skills Before installing the hardware and software for Contact Center
Manager Administration, make sure that you have the
prerequisite skills. Refer to the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide for more information.

Required Make sure you have the required hardware and materials before
hardware starting the installation. Refer to Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide to ensure you have the required equipment
and materials for a successful installation.
Windows server You must install and configure Windows Server 2003 in the
2003 Contact Center Manager Administration server before
proceeding with the installation of Contact Center Manager
Administration. Refer to Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide for detailed procedures and information
about installing Windows Server 2003.

Contact Center You must install and configure your Contact Center Manager
Manager Server Server before installing the Contact Center Manager
Administration server software. Refer to the Contact Center
Manager Server Installation and Maintenance Guide For details
about installing and configuring Contact Center Manager
Server.

Installation and Maintenance Guide 38

May 2006 Installation overview

Prerequisites Guidelines ✔

Virtual Private It is recommended that there is VPN access to each server for
Network (VPN) remote technical support.
Understanding of Make sure you understand the required software components
the components and server configuration before proceeding with your
in Contact Center installation. Refer to Contact Center Manager Technical
Manager Requirements and Operating System Configuration Guide for
Administration more information.

Required Ensure that you have completed the Required Installation

Installation Information checklist which is available in the Nortel Contact
Information Center 6.0 Installer’s Roadmap. This checklist contains
important information that you will need when performing the
installation.

Installation and Maintenance Guide 39

Installation overview Standard 3.0

CCMA server preinstallation requirements

The following table provides an overview of the preinstallation requirements for

the Contact Center Manager Administration server.

Component Configuration requirement

Operating system „ Windows Server 2003 Enterprise or

Standard Edition with the latest supported
service pack. For information about the
latest service pack for Windows Server
2003 that has been validated with Contact
Center Manager Administration, refer to
the Contact Center Portfolio Service
Packs Compatibility and Security Hotfixes
Applicability List located at
www.nortel.com.
Windows components „ Internet Information Services (IIS) with
Simple Mail Transfer Protocol (SMTP)
and ASP.NET
Third-party software „ Sybase Open Client version 12.5
„ Crystal Enterprise 10 Embedded

Patches and Hotfixes At the time of publication, the following hot

fixes are required:
„ Crystal 10 Common Hotfix
„ Crystal Reports 10 Hotfix
„ EBF Patch for Sybase

Remote Support Access Tool „ pcAnywhere 11.5 (recommended) OR

Microsoft Remote Desktop Connection

40 Nortel Contact Center Manager Administration

May 2006 Installation overview

For details about installing the operating system, Windows components, and the
Microsoft hotfixes, see the Contact Center Manager Administration Technical
Requirements and Operating System Configuration Guide.

For details about installing third-party software and your remote support access
tool, refer to procedures and steps in this chapter.

Installation and Maintenance Guide 41

Installation overview Standard 3.0

Using Crystal Reports with CCMA (optional)

Introduction
You have two options for report writing software with Contact Center Manager
Administration 6.0.
1. You can use the new Report Creation Wizard feature that is installed with
Contact Center Manager Administration. The Report Creation Wizard lets
you create, maintain and modify customized ad hoc reports through a user-
friendly interface. In order to use Report Creation Wizard, you must install
Crystal Enterprise 10 Embedded on the Contact Center Manager
Administration server prior to installing Contact Center Manager
Administration. The install.msi file for Crystal Enterprise 10 Embedded is
included in the Contact Center - Manager Installation DVD. For detailed
instructions on installing Crystal Enterprise 10 Embedded, refer to “Step 4.
Install the Crystal Enterprise 10 Embedded software” on page 85.
2. Alternatively, you can purchase and install Crystal Reports 10.0
(Professional or Developer) to use and create reports. Crystal Reports 10.0
is not packaged with Contact Center Manager Administration.

Installation tips for Crystal Reports 10.0

If you decide to purchase and install Crystal Reports 10.0, note the following
tips and recommendations for installation.
„ The license key used to install Crystal Reports 10.0 must be the same the
license key used to install the Report Designer Component (RDC) merge
modules.
„ You cannot install Crystal Reports on a coresident server that contains both
Contact Center Manager Administration and Contact Center Manager
Server.

42 Nortel Contact Center Manager Administration

May 2006 Installation overview

Installing Crystal Reports on the Contact Center Manager

Administration server
For performance purposes, and to avoid coresidency problems, Nortel
recommends that you install Crystal Reports on a PC other than the Contact
Center Manager Administration server. However, if you must install Crystal
Reports on the Contact Center Manager Administration server, note the
following recommendations:

Previous versions of Crystal Reports

You can install Crystal Reports 10.0 regardless of whether you have a previous
version of Crystal Reports installed on the server. If there is previous version of
Crystal Reports, Nortel recommends that you remove it before you install
Crystal Reports 10.0.

Uninstalling Contact Center Manager Administration

After you install Crystal Reports 10.0 and Contact Center Manager
Administration on the Contact Center Manager Administration server, if you
uninstall Contact Center Manager Administration, then your Crystal Reports
installation is corrupted because some of its components are also removed. In
this case, you must repair or reinstall Crystal Reports 10.0.

Uninstalling Crystal Reports 10.0

After you install Crystal Reports 10.0 and Contact Center Manager
Administration on the Contact Center Manager Administration server, if you
need to uninstall Crystal Reports, it will rarely impact the Historical Reporting
component. However, if you notice any problems, then you must repair the
Historical Reporting component by installing the Crystal Reports 10.0 merge
modules from the Contact Center Manager Administration CD-ROM. To do so,
in the root directory of the CD, locate and double-click the file
CRTemplates.msi. A Windows Installer package automatically installs the
modules.

Installation and Maintenance Guide 43

Installation overview Standard 3.0

Installing primary and replicating CCMA

servers

Introduction
Active Directory Application Mode (ADAM) is a Microsoft information storage
framework. Contact Center Manager Administration stores many of its data files
in ADAM.

During an installation of Contact Center Manager Administration, you can

choose to replicate ADAM files from a primary Contact Center Manager
Administration server. Replication provides additional resiliency of the Contact
Center Manager Administration data by allowing files created in the primary
Contact Center Manager Administration server to be automatically copied to any
other Contact Center Manager Administration server to which it has been joined
through replication.

In the event of a failure on the active Contact Center Manager Administration

server, a replicating server provides immediate access to data files from the
primary server. Replication allows Contact Center Manager Administration
users to immediately point their browser to the replicating Contact Center
Manager Administration server and maintain a level of productivity with
minimal interruption.

It is important to understand that installing a replicating server is not a

replacement for scheduling regular backups of your Contact Center Manager
Administration data. You must still schedule backups on your primary server
even if you install a replicating server for the following reasons:
„ Not all Contact Center Manager Administration data files are replicated.
„ You cannot use replication to roll back data to a specific point in time,
which may be required.

For further details on replication and developing a resiliency strategy for your
Contact Center Manager Administration network, see Chapter 15, “Resiliency
(backup, restore, and disaster recovery).”

44 Nortel Contact Center Manager Administration

May 2006 Installation overview

Installing the primary Contact Center Manager Administration server

Every Contact Center 6.0 network must have a primary Contact Center Manager
Administration server installed on the network.

If you are installing the primary Contact Center Manager Administration server,
follow the procedures in Chapter 3, “Installing the software on the primary
server” and select No when the system asks you whether you want to enable
replication. After you install the primary Contact Center Manager
Administration server, you can install replicating servers that you subsequently
add to primary Contact Center Manager Administration servers in your network.
You can also perform this procedure to install a primary server to install
subsequent instances of Contact Center Manager Administration but choose not
to replicate it.

Before you install the primary Contact Center Manager Administration server,
you must know the security context in which you are creating this Contact
Center Manager Administration instance. For example, you must know if it is a
Windows Server 2003 member server within a Windows 2000 domain, a
Windows Server 2003 domain, or if it is within a workgroup, and so on. For
more information, see “ADAM and service accounts” on page 1652, or consult
the Microsoft documentation.

Installing replicating Contact Center Manager Administration servers

If you want to install a replicating server, you must first install a primary Contact
Center Manager Administration server without replication by following the
procedures in Chapter 3, “Installing the software on the primary server.”

After you have installed the primary Contact Center Manager Administration
server, you have the optional to install a replicating server. If you are installing a
replicating server, follow the procedures in Chapter 6, “Installing software on
the replicating server (optional)” and select Yes at the prompt during the
installation to enable the new instance to join and replicate with the primary
Contact Center Manager Administration instance in your network.

You can only replicate existing Contact Center Manager Administration server
that have been correctly installed.

Installation and Maintenance Guide 45

Installation overview Standard 3.0

Before you install a replicating Contact Center Manager Administration server,

you must know the following:
„ the name of your domain controller
„ the name of the primary Contact Center Manager Administration server
with which you want to replicate
„ the port number the ADAM instance uses on this remote computer to
communicate
„ the security context in which you are installing the replicating Contact
Center Manager Administration server and the type of service account
chosen for the primary Contact Center Manager Administration server. For
example, are you installing a Windows Server 2003 member server within a
Windows 2000 domain, a Windows Server 2003 domain, and so on. For
more information about this, see “ADAM and service accounts” on page
1652, or consult the Microsoft documentation.

In addition, there must be a domain user created on the domain controller that is
a member of the Administrators group and the Replicator group, and you must
know the username and password for this user.

46 Nortel Contact Center Manager Administration

May 2006 Installation overview

What you need

Software and equipment

The following checklist contains the software and equipment that you require to
install Contact Center Manager Administration Release 6.0.

Qty Description ✔

1 Contact Center Manager installation DVD

1 Windows Server 2003 Installation CD

Use the Contact Center Manager installation DVD to install one or all of the
following:
„ the Contact Center Manager Administration software
„ Sybase Open Client version 12.5
„ Crystal Enterprise 10 Embedded
„ required hotfixes

Installation and Maintenance Guide 47

Installation overview Standard 3.0

Timing
The following installation times provide guidance on the time required for
software installation.
„ Preinstallation (including operating system installation/configuration): 2
hours. For details, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.
„ Installing the Server Software: 30 minutes
„ Postinstallation: 1 hour

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
„ CPU: Intel Xeon 3GHz
„ Ram: 1.0 GB
„ Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
„ DVD Drive: Internal IDE 8X DVD-ROM

48 Nortel Contact Center Manager Administration

May 2006 Installation overview

Before you begin

Required installation information

Before you begin the installation, Nortel recommends you complete the
Required Installation Information checklist. This checklist is found in the Nortel
Contact Center 6.0 Installer’s Roadmap and contains important information that
you will need when performing the installation.

Administrator accounts and installation

It is important to take note of the Administrator account that you use to install
Contact Center Manager Administration software, Service Updates, Service
Update Supplements, or designer fixes and patches. If you have multiple
Administrator accounts, you must ensure that you always use the same
Administrator account to install or uninstall Contact Center Manager
Administration software, Service Updates, Service Update Supplements, or
designer fixes and patches. If you attempt to install or uninstall Contact Center
Manager Administration, future Service Updates, Service Update Supplements,
or designer fixes and patches using a different Administrator account, the
installation or uninstallation will fail.

Default web sites and virtual directories

Before you install Contact Center Manager Administration, decide if you are
installing Contact Center Manager Administration as the default web site on the
Contact Center Manager Administration server, or if you are installing it as a
virtual directory on an existing web site. Nortel recommends that you install
Contact Center Manager Administration as the default web site, reserving the
Contact Center Manager Administration server solely for the use of Contact
Center Manager Administration. If you require more information, see “Web
sites and virtual directories,” on page 1956 to determine the type of web site that
best suits your company’s needs.

Installation and Maintenance Guide 49

Installation and Maintenance Guide 50
Chapter 3

Installing the software on the primary

server

In this chapter
Overview 52
Section A: Preparing the primary server for the installation 55
Section B: Installing the server software on the primary server 93
Section C: Postinstallation on the primary CCMA server 121

Installation and Maintenance Guide 51

Installing the software on the primary server Standard 3.0

Overview

Introduction
This chapter describes how to install and configure the Contact Center Manager
Administration server prior to installing the Contact Center Manager
Administration software. These preinstallation tasks are necessary to ensure
correct installation of the Contact Center Manager Administration software on
the Contact Center Manager Administration server.

ATTENTION The procedures in this section outline the preinstallation

steps for installing Contact Center Manager
Administration 6.0 for the first time. If you are
reinstalling Contact Center Manager Administration, or if
you are upgrading from an earlier version of Symposium
Web Client, then there are a different series of steps that
you must follow. For details, see Chapter 7, “Upgrading
overview.”

This chapter is divided into the following three sections:

„ Section A: “Preparing the primary server for the installation” on page 55
„ Section B: “Installing the server software on the primary server” on page 93
„ Section C: “Postinstallation on the primary CCMA server” on page 121

Note: This chapter does not include the steps for installing and configuring
Windows Server 2003 Enterprise or Standard Edition on the Contact Center
Manager Administration server. Nortel recommends that you read the Contact
Center Manager Administration Technical Requirements and Operating System
Configuration Guide to obtain important information about the configuration
requirements on the Contact Center Manager Administration server before
proceeding with the tasks in this chapter.

Nortel also recommends that you consult the Contact Center Planning and
Engineering Guide and the Contact Center Installer’s Roadmap before
completing the procedures in this guide.

52 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Timing
The following installation times provide guidance on the time required for
software installation.
„ Preinstallation (including operating system installation/configuration): 2
hours. For details, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.
„ Installing the Server Software: 30 minutes
„ Postinstallation: 1 hour

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
„ CPU: Intel Xeon 3GHz
„ Ram: 1.0 GB
„ Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
„ DVD Drive: Internal IDE 8X DVD-ROM

Installation and Maintenance Guide 53

Installing the software on the primary server Standard 3.0

54 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Section A: Preparing the primary server

for the installation

In this section
Step 1. Read relevant documentation for performing a new installation 56
Step 2. Install your remote support access tool 57
Step 3. Install Sybase Open Client version 12.5 73
Step 4. Install the Crystal Enterprise 10 Embedded software 85

Installation and Maintenance Guide 55

Installing the software on the primary server Standard 3.0

Step 1. Read relevant documentation for

performing a new installation

Before you begin the installation, Nortel recommends you complete the
Required Installation Information checklist. This checklist is found in the
Contact Center Installer’s Roadmap and contains important information that
you will need when performing the installation.

Before performing an installation, check for any Installation Addenda or

updated customer documentation on the Nortel web site at www.nortel.com, or
the Partner Information Center web site at www.nortel.com/pic.

56 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 2. Install your remote support access

tool

Introduction
Nortel recommends that you install and configure a remote support access tool
prior to installing Contact Center Manager Administration so that you can
access technical support during the installation procedure, if required.

Nortel personnel use pcAnywhere 11.5 as the preferred remote support access
tool. To install and configure the Host Only version of pcAnywhere version 11.5
on the Contact Center Manager Administration server, refer to “Installing and
configuring pcAnywhere 11.5 as your remote support access tool” on page 58.
If you have a previous version of pcAnywhere installed on the Contact Center
Manager Administration server, consult the Symantec web site
(www.symantec.com) to find out whether you must uninstall your version before
installing pcAnywhere 11.5.

Alternatively, Nortel also accepts Microsoft Remote Desktop Connection for

Administration as a remote support access tool for customers on a Windows
2003 platform. This alternative is provided for customers whose security policy
does not allow pcAnywhere or who are using Microsoft Remote Desktop
Connection for Administration as the remote support tool for all PCs in their
network. For details about enabling Microsoft Remote Desktop Connection for
Administration, see “To enable Microsoft Remote Desktop Connection for
Administration” on page 72.

Note: Nortel recommends that you only install one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection for Administration)
on the Contact Center Manager Administration server, not both.

Installation and Maintenance Guide 57

Installing the software on the primary server Standard 3.0

Installing and configuring pcAnywhere 11.5 as your remote support

access tool

pcAnywhere and coresidency

Remote Access Services (RAS) is not supported on any coresident server
configuration of Contact Center 6.0 applications. RAS is supported on a
standalone Contact Center Manager Server or a standalone Contact Center
Manager Administration. RAS is not supported on a standalone Communication
Control Toolkit server. Additionally, Communication Control Toolkit does not
function on a server on which a modem is configured and used.

If your server is a standalone server with only Contact Center Manager

Administration installed, then do not follow the pcAnywhere installation and
configuration procedures for a standalone server in the Contact Center Manager
Server documentation. Instead, follow the procedures in this section to install
and configure pcAnywhere. However, if you are installing Contact Center
Manager Administration on a coresident server, then you do not have to perform
the procedure in this guide to install and configure pcAnywhere, as you can use
the installation that was already performed with the coresident Contact Center
Manager Server.

When Contact Center Manager Server is installed on a coresident server, RAS is

not enabled. Instead, Nortel recommends that users configure a Virtual Private
Network (VPN) connection for the coresident server. Connecting to the server
through pcAnywhere over a VPN connection is supported on coresident servers
with all three applications installed—Contact Center Manager Server, Contact
Center Manager Administration, and Communication Control Toolkit.

If Communication Control Toolkit is included in the coresident installation, then

in addition to the VPN connection (recommended), you can use pcAnywhere to
connect to the coresident server only in the following ways:
„ through an Ethernet connection over a LAN
„ through a dial-up connection into another non-Communication Control
Toolkit computer on the domain that provides access to the Communication
Control Toolkit server through a LAN

58 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Problems will occur if you attempt to connect directly to the Communication

Control Toolkit server through a modem due to a potential conflict when a
modem driver coexists with Communication Control Toolkit drivers on the same
server.

One licensed copy of pcAnywhere version 11.5 for host computers only is
provided for the server on the Contact Center Manager installation DVD. This
software license lets you configure the server as the host computer in remote
control sessions (that is, the computer to which remote computers connect).

Use the Windows Add/Remove Programs utility in the Control Panel to install
the pcAnywhere 11.5 software. For compatibility with Contact Center Manager
Administration, ensure that you install the Host Only version of the software.

Note: If you are upgrading from a previous version of the software and the
installation wizard asks if you want to preserve configuration data, select No.
Configuration data from previous versions of pcAnywhere is incompatible with
pcAnywhere version 11.5.

ATTENTION
If you are installing Contact Center Manager
Administration on its own, do not follow the installation
and configuration procedures for a stand-alone server in the
Contact Center Manager Server documentation.
However, if you are installing Contact Center Manager
Administration on a coresident server with Contact Center
Manager Server, then you can use the installation of
pcAnywhere that has already been completed through the
Contact Center Manager Server installation. In this case, you
do not need to follow the instructions in this section.

Installation and Maintenance Guide 59

Installing the software on the primary server Standard 3.0

CAUTION

Risk of system failure

.

Before you install pcAnywhere version 11.5, ensure that the video
drivers on the Contact Center Manager Administration server PC
are current by consulting the driver manufacturers’ web sites for
any available updates. Failure to do so can result in the appearance
of a blue screen after pcAnywhere installation or after use of
pcAnywhere for operations such as file transfer. For more
information, refer to the pcAnywhere web site at
www.symantec.com.

To install pcAnywhere 11.5

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

Note: If you are installing Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then you can use the
installation of pcAnywhere that has already been completed through the Contact
Center Manager Server installation. In this case, you do not need to follow the
instructions in this section.
1 Log on to the Contact Center Manager Administration server as
Administrator.
2 Insert the pcAnywhere version 11.5 CD into the server.
3 If autorun starts and you click Install, or if you clicked the setup.exe file on
the CD, the Terminal Server Install Failure dialog box appears. This
occurs because Terminal Services must be in Install Mode before you can
install an application.

4 Click Add or Remove Programs to open the Add or Remove Programs

window.

60 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

5 Click Add New Programs.

6 Click CD or Floppy.
7 Click Next.
Result: The program finds the setup.exe file on the CD.
8 Click Finish.
Result: The pcAnywhere 11.5 launchpad appears.
9 Click Symantec pcAnywhere.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This may take a few moments.
10 Click Next.
Result: The License Agreement window appears.
11 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
12 Enter your username and company details, and then click Next.
Result: The Destination Folder window appears.
13 Accept the default location for installing the software, or click Change to
choose a custom location. Then click Next.
Result: The Custom Setup window appears.
14 Accept the defaults in this window, and then click Next. Nortel recommends
that you do not install the Host Administrator and Host Agent features.
Result: The Ready to Install the Program window appears.
15 Click Install.
Result: The program installs the software. When it is finished, the
LiveUpdate window appears. Click Next.
16 The program installs any updates. Click Finish when it is done.
17 When the wizard prompts you to register pcAnywhere, click Skip. Then
click Yes when it asks you to confirm your choice.
18 Click Finish when the installation is complete.

Installation and Maintenance Guide 61

Installing the software on the primary server Standard 3.0

To start pcAnywhere 11.5 or later for the first time

Tip: To ensure optimum speed when using pcAnywhere, before starting the
program, configure the Active Desktop settings on the server as follows:
a. Right-click anywhere on the server desktop.
b. On the menu, select Active Desktop.
Result: Another menu appears.
c. On this menu, ensure that Show Web Content is not selected.
1 Log on to Windows as Administrator.
2 From the Windows Start menu, choose All Programs > Symantec
pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.

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

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

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

Note: If you are installing Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then you can use the
installation of pcAnywhere that has already been completed through the Contact
Center Manager Server installation. In this case, you do not need to follow the
instructions in this section.

62 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

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

To change the Windows access rights for pcAnywhere files

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.
d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to the following folder:
C:\Documents and Settings\All Users\Application
Data\Symantec\pcAnywhere
where C is the drive on which pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon.
Result: A menu appears.
4 From the menu, click Properties.
Result: The pcAnywhere Properties window appears.

Installation and Maintenance Guide 63

Installing the software on the primary server Standard 3.0

5 Click the Security tab.

6 In the Name box, select Administrators.

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

To configure pcAnywhere 11.5 or later as a host

Note: If you are using a modem connection with pcAnywhere, you must have
the modem configured before you perform this procedure.
1 Log on to the server as Administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, click Skip, and then
choose Yes when asked to confirm.
3 On the pcAnywhere manager (left side), select the Hosts option.
Result: The Hosts option on the pcAnywhere manager pane is selected.

64 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

4 Click the File menu, and then choose New > Item > Use Wizard.
Result: The Host Setup Wizard window appears.

5 From the Connection type for this host box, select your modem (if you
are using a modem connection with pcAnywhere); otherwise, choose TCP/
IP.
6 From the Optimized for list, choose Low bandwidth (modem
connection).

Installation and Maintenance Guide 65

Installing the software on the primary server Standard 3.0

7 Click Next.
Result: The following Wizard window appears:

8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.
Result: The following Wizard window appears.

66 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

10 Accept the default values in this window, and then click Next.
Result: The following Wizard window appears.

11 Click Add.
Result: The Identification window appears.

12 In the Login name box, type a name for the caller account. You can choose
any name, or use a name that is familiar to you, such as NGenDist.
13 In the Password box, type the password for the caller account.
Tip: If you typed NGenDist for the login name, you can use the same
NGenDist password that is used in Contact Center Manager Server, or you
can use a password of your choice.
14 In the Confirm password box, type the same password again.

Installation and Maintenance Guide 67

Installing the software on the primary server Standard 3.0

15 Click OK.
16 Click Finish to close the wizard.
Result: The Hosts window reappears with the new account selected.
17 In the Selected account name box, type a custom name for this account to
identify it in the list of caller accounts.
18 To continue configuring the account, right-click it, and then select
Properties.
Result: The Host Properties: <account name> window appears.

19 Click the Callers tab.

68 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

20 In the Caller list, select the caller account that you just created (its name
appears blank until you finish configuring it with the following steps), and
then click the Properties icon.
Result: The Caller Properties window appears.

21 Click the Privileges tab.

22 Click the Superuser option button.
23 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Login ID.
24 Click the Security Options tab.
25 Under Login Options, ensure that Limit login attempts per call and Limit
time to complete login are selected and set to 3. Ensure that the Session
options are set to Host and Remote, and the Encryption Level is set to
None.

Installation and Maintenance Guide 69

Installing the software on the primary server Standard 3.0

26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
28 Click Apply to save your settings.
29 Click the Protect Item tab if you want to assign a password to control who
can modify the Network icon settings. Otherwise, skip to the next step.

ATTENTION
If you select the Required to modify properties option on the
Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep a copy of it
in a safe place. If you forget the password, you cannot change
any settings.

30 Click OK to save all pcAnywhere Host settings.

Result: The Hosts window reappears.

70 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

31 Optionally, repeat steps 4 to 30 to create another caller account of your

choice (for example, NGenDesign).
Tip: If you typed NGenDesign for the login name of the second caller
account, then you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.
32 Close the Symantec pcAnywhere window.

To start pcAnywhere 11.5 or later

1 Log on to Windows as Administrator.
2 From the Windows Start menu, choose All Programs > Symantec
pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.
3 In the pcAnywhere window, in the Hosts pane, right-click the caller account
you created in the previous procedure, and then click Start Host.

Using Microsoft Remote Desktop Connection as your remote support

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

Microsoft Remote Desktop Connection for Administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled. For details, see “To enable
Microsoft Remote Desktop Connection for Administration” on page 72.

Remote Network Connection Configuration

Microsoft Remote Desktop Connection for Administration requires a TCP/IP
connection between the local computer and the remote Contact Center Manager
Administration server (that is, a direct modem connection is not supported). You
have two options for establishing a TCP/IP network connection:
„ Virtual Private Network (VPN) connection using Nortel VPN Router
(recommended)

Installation and Maintenance Guide 71

Installing the software on the primary server Standard 3.0

or
„ Microsoft Network and Dial-up Connection for Remote Access Support
connection

To enable Microsoft Remote Desktop Connection for Administration

Note: In order to enable Microsoft Remote Desktop Connection for

Administration, you must be logged on to the system with administrator
privileges.
1 On the server, click Start >Control Panel > System.
Result: The System Properties Window opens.
2 Click the Remote tab.
3 On the Remote tab, select Enable Remote Desktop on this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

72 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 3. Install Sybase Open Client version 12.5

Introduction

ATTENTION
If you are installing Contact Center Manager
Administration on a coresident server with Contact
Center Manager Server, then Sybase Open Client
version 12.5 is already installed and you can skip
this step. Likewise, you do not need to verify the
version of Sybase that is installed, nor do you need
to update the Sybase 12.5 Open Database
Connectivity (ODBC) driver. In this case, you can
proceed directly to “Step 4. Install the Crystal
Enterprise 10 Embedded software” on page 85.

If you are installing Contact Center Manager Administration on a stand-alone

server, you must install Sybase Open Client version 12.5 and update the Sybase
12.5 ODBC driver to use the Historical Reporting and Contact Center
Management components. To install Sybase Open Client, you must have
administrator privileges on the Contact Center Manager Administration server.

Note: If you have Sybase version 12.0 installed on the Contact Center Manager
Administration 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 Contact Center Manager Administration server, then you must
uninstall it before you install version 12.5. For information about uninstalling
the software, see the documentation posted on the Sybase web site at
www.sybase.com.

After you install Sybase Open Client version 12.5, you must update the Sybase
Open Client driver. For details, see “To update the Sybase ODBC driver” on
page 81.

Installation and Maintenance Guide 73

Installing the software on the primary server Standard 3.0

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

If the server already has Sybase Open Client installed, perform the following
procedure to verify the version of the software before upgrading to Sybase Open
Client 12.5:
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.

2 Click the Advanced tab.

74 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

3 Click Environment Variables.

Result: The Environment Variables window appears.

4 In the System variables box, locate the Sybase software entries. For
example, if Sybase Open Client version 12.0 is installed on the server, the
list displays SYBASE_OCS: OCS_12_0, and for Sybase Open Client
version 12.5, the list displays SYBASE_OCS: OCS_12_5.
5 If the list displays SYBASE_OCS: OCS_12_5, Sybase Open Client version
12.5 is installed and you can skip to “Step 4. Install the Crystal Enterprise
10 Embedded software” on page 85. If you do not see a Sybase software
entry, or if the list displays SYBASE_OCS: OCS_12_0, you must install
Sybase Open Client version 12.5 by following the procedure “To install
Sybase Open Client version 12.5 or upgrade from version 12.0” on page
76.

Note: Contact Center Manager Administration only functions with Sybase Open
Client 12.5. If the Contact Center Manager Administration 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. For information about
uninstalling Sybase software, see “To uninstall Sybase Open Client” on page
1506.

Installation and Maintenance Guide 75

Installing the software on the primary server Standard 3.0

To install Sybase Open Client version 12.5 or upgrade from version

12.0
Note: If you are installing Contact Center Manager Administration on a
coresident server with Contact Center Manager Server, then Sybase Open Client
version 12.5 is already installed and you can skip this procedure. Likewise, you
do not need to upgrade the Sybase 12.5 ODBC driver. In this case, you can
proceed directly to “Step 4. Install the Crystal Enterprise 10 Embedded
software” on page 85.
1 Insert the Contact Center Manager installation DVD into the DVD-ROM
drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Sybase, located in the CCMA
folder of the Contact Center Manager installation DVD.

76 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

4 In the Sybase folder, double-click the file setup.exe.

Result: The Sybase Installation Type window appears.

5 Click Standard Install, and then click Next.

Result: The Choose Directory window appears.

6 If you are installing the software for the first time, type a 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,
type E:\Sybase. If you do not know this location, type a new location in

Installation and Maintenance Guide 77

Installing the software on the primary server Standard 3.0

which to install the software, or accept the default location shown

(C:\SYBASE).

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.”

7 Click Next.
Result: The Summary window appears and displays the components being
installed.

78 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

8 Click Next.
Result: The Create Directory window appears and prompts you to confirm
the name of the directory to which the files will be copied.

9 Click Yes.
Result: The Installing window appears and displays a status bar while the
system installs the program.

10 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 or reinstall these Sybase files:
„ replace mchelp.dll version 12.0 with version 12.5.0.0
„ replace mclib.dll version 12.0 with version 12.5.0.0
„ replace Language Modules version 12.0 with version 12.5
„ reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you
can click either Yes or No. Because the file is optional, your choice does not
affect the Sybase installation. If you choose to replace the optional Power
Dynamo file, replace version 3.0.0 with version 3.5.2.

Installation and Maintenance Guide 79

Installing the software on the primary server Standard 3.0

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: Click OK if a window with the following message appears:
COMCTL32.DLL - The system does not need this update.
Result: When the installation is complete, the Sybase Installer
Confirmation window appears and prompts you to restart the system before
configuring the installed components.

11 Click Yes.
Result: This can take several minutes. 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 and confirms the
Sybase installation.

ATTENTION
Do not remove the Contact Center Manager
installation DVD from the DVD-ROM drive during the
system restart process. The Installation Wizard
carries out some final configuration procedures after
the system restarts.

12 Click OK.
13 Close the Control Panel window. Continue with the following procedure,
“To update the Sybase ODBC driver.”

80 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To update the Sybase ODBC driver

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

ATTENTION
If you are installing Contact Center Manager Administration
on a coresident server with Contact Center Manager Server,
then the Sybase OBDC driver is already updated and you can
proceed directly to “Step 4. Install the Crystal Enterprise 10
Embedded software” on page 85. The Contact Center Manager
Server uses the ODBC driver version 4.10.00.41. Therefore,
Nortel recommends that you do not install EBF11113 as part
of the Contact Center Manager Administration installation as
it will overwrite the OBDC version used by Contact Center
Manager Server and can impact operation of the Contact
Center Manager Server.

Notes:
„ If you already have Sybase Open Client 12.5 installed on the Contact
Center Manager Administration server and are upgrading Contact Center
Manager Administration from one build to the next build, then you must
update the Sybase Open Client 12.5 ODBC driver before you upgrade the
Contact Center Manager Administration software.
„ For further instructions, see the instructions.txt file, which is located in the
EBF11113 folder on the Contact Center Manager installation DVD.
1 On the Contact Center Manager Administration server, free up all active
Sybase Open Client connections as follows:
a. Close all Contact Center Manager Administration browser sessions.
b. Stop any other third-party applications that are running on the Contact
Center Manager Administration server and that use Sybase Open
Client.
2 On the Contact Center Manager Administration server, reset IIS as follows:
a. Click Start > Run.
b. In the Open box, type cmd.
c. Click OK.
d. At the prompt, type iisreset.

Installation and Maintenance Guide 81

Installing the software on the primary server Standard 3.0

e. Press Enter.
Result: The following screen appears.

3 Install the updated driver, EBF11113, as follows:

a. At the MS-DOS prompt, navigate to the root directory of the Contact
Center Manager Administration DVD-ROM. For example, <x>: \CCMA
(where <x> is the location of the DVD-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 the Sybase Open Client 12.5 software installed on
the Contact Center Manager Administration server (for example,
c:\sybase); and C:\EBF11113.TXT is the log file that you can use to
verify that 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 Contact Center Manager Administration server, verify that the
system successfully updated the driver as follows:
a. Click Start > Administrative Tools > Data Sources (ODBC).
Result: The ODBC Data Source Administrator window appears.
b. Click the Drivers tab.

82 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

c. On the tab, scroll down until you locate the Sybase ASE ODBC driver.
The correct driver version is 4.10.00.49.
d. Click OK.
Note: If the ODBC driver version is not 4.10.00.49, then open the log file,
C:\EBF11113.txt, to see if there were any error messages recorded during
the xcopy command.
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

Installation and Maintenance Guide 83

Installing the software on the primary server Standard 3.0

EBF11113\OLEDB\sydaase.hlp
EBF11113\OLEDB\sydaaser.dll
EBF11113\OLEDB\sydaldap.dll
25 File(s) copied

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 7. Install required hot fixes for third-party software” on page 118.

84 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 4. Install the Crystal Enterprise 10

Embedded software

Introduction
To work with the Historical Reporting component in Contact Center Manager
Administration, you must first manually install the Crystal Enterprise 10
Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so will halt the Contact Center
Manager Administration installation.

The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You do not need to purchase a separate license.

Installation and Maintenance Guide 85

Installing the software on the primary server Standard 3.0

To install Crystal Enterprise 10 Embedded

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA
folder of the Contact Center Manager installation DVD.

86 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

4 In the CR10_EE folder, double-click the file setup.exe.

Result: The Welcome window appears.

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

Installation and Maintenance Guide 87

Installing the software on the primary server Standard 3.0

6 Accept the terms of the license agreement, and then click Next.
Result: The User Information window appears.

7 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type window appears.

88 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

8 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.

9 Click Next.
Result: The system begins installing the software and the following window
appears.

Installation and Maintenance Guide 89

Installing the software on the primary server Standard 3.0

10 When the installation is finished, the Completed window appears.

11 Click Finish.

To install Crystal 10.0 Common Hotfix patch

Note: The Crystal 10.0 Common Hotfix patch must be installed after installing
the Crystal Enterprise 10 Embedded software, and before installing Contact
Center Manager Administration.

90 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.
Result: The Legal Disclaimer information appears.
6 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes will be stopped during the installation.

Installation and Maintenance Guide 91

Installing the software on the primary server Standard 3.0

7 Read the warning and click Next.

Result: The Select Components screen appears.
8 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
9 Read the information and click Next.
Result: Windows will appear informing you of the services that are being
stopped. After the installation is complete, a dialog box appears asking if
you want to view a readme file.
10 Select Yes or No, depending on your preference
Result: A dialog will appear prompting you to restart your services.
11 Click Yes.
Result: The InstallShield Wizard Complete window appears.
12 Click Finish.

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 7. Install required hot fixes for third-party software” on page 118.

What’s next?
Install the Contact Center Manager Administration software. For details, see
Section B: “Installing the server software on the primary server” on page 93.

92 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Section B: Installing the server software

on the primary server

In this section
Step 5. Install the product software 94
Step 6. Apply the latest Service Update and Service Update Supplement 111
Step 7. Install required hot fixes for third-party software 118

Installation and Maintenance Guide 93

Installing the software on the primary server Standard 3.0

Step 5. Install the product software

Introduction

ATTENTION The procedures in this section outline how to install

Contact Center Manager Administration for the first time.
If you are reinstalling Contact Center Manager
Administration, or if you are upgrading from an earlier
version of Symposium Web Client, then there are a
different series of steps that you must follow. For details,
see Chapter 7, “Upgrading overview.”

Before you begin the procedures in this step you must complete the following
tasks:
„ Read the Contact Center Planning and Engineering Guide. This guide
contains important information about the Contact Center 6.0 data network
and how the components of the suite work together.
„ Read and complete the procedures in the Contact Center Installer’s
Roadmap. This guide contains important information about the information
that you need to collect about your network system in order to complete the
Contact Center Manager Administration installation.
„ Read and complete the procedures in the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide. This guide contains important information about
server software and hardware requirements, and includes procedures for
installing and configuring Windows Server 2003 on the application server.
„ Verify that Internet Information Services (IIS) is installed before you install
Contact Center Manager Administration. To do this, click Start > All
Programs > Administrative Tools. If Internet Services Manager is listed, IIS
was successfully installed. If IIS does not appear, then you must ensure that
it is correctly installed before you proceed with the Contact Center
Manager Administration installation. For details about installing IIS, see
the Contact Center Manager Technical Requirements and Operating
System Configuration Guide.

94 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

You must have administrator privileges in Windows Server 2003 to install

Contact Center Manager Administration on the Contact Center Manager
Administration server.

ATTENTION
It is important to take note of the Administrator account that
you use to install Contact Center Manager Administration
software, Service Updates, Service Update Supplements, or
designer fixes and patches. If you have multiple Administrator
accounts, you must ensure that you always use the same
Administrator account to install or uninstall Contact Center
Manager Administration software, Service Updates, Service
Update Supplements, or designer fixes and patches. If you
attempt to install or uninstall Contact Center Manager
Administration, future Service Updates, Service Update
Supplements, or designer fixes and patches using a different
Administrator account, the installation or uninstallation will
fail.

To install Contact Center Manager Administration on the primary

server.

ATTENTION
The following procedure outlines how to install Contact
Center Manager Administration for the first time. If you
are reinstalling Contact Center Manager Administration,
then there are a different series of steps that you must
follow. For details, see “Scenarios for reinstalling Contact
Center Manager Administration” on page 1509.

1 Log in to the application server using the Administrator account.

Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.

Installation and Maintenance Guide 95

Installing the software on the primary server Standard 3.0

2 Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
Result: The Contact Center Manager DVD installer main menu opens.

3 Select Contact Center Manager Administration from the components

list.

96 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

4 Click Install
Result: The DVD Installer main menu disappears. 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.The Contact Center
Manager Administration Setup Wizard window appears.

5 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to enable replication.

Installation and Maintenance Guide 97

Installing the software on the primary server Standard 3.0

6 Click No.
Result: The Customer Information window appears.

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

information.
b. To set up access restrictions for this Contact Center Manager
Administration 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
Contact Center Manager Administration.

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 Contact Center
Manager Administration from using the Contact Center
Manager Administration server.

Only for me (<user name>) indicates that you want only a user with
your username and password to be able to log on to Contact Center
Manager Administration.

98 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

7 Click Next.
Result: The Simple Object Access Protocol (SOAP) Configuration
Parameters window appears.

8 In the SOAP Configuration Parameters window, type the URL that you
use to access Contact Center Manager Administration on the Contact

Installation and Maintenance Guide 99

Installing the software on the primary server Standard 3.0

Center Manager Administration server. Enter the URL without the http://
prefix and with less than 24 characters.

ATTENTION The URL in the SOAP Configuration Parameters window

cannot exceed 24 characters. If your Contact Center
Manager Administration server URL exceeds 24
characters (for example, if your site refers to the fully
qualified domain name of the Contact Center Manager
Administration server in the SOAP files), you must enter a
URL less than 24 characters in the SOAP Configuration
Parameters windows during the installation. To update
the SOAP files with the correct Contact Center Manager
Administration server URL that exceeds 24 characters
after the installation, run the ChangeSOAPSrv utility after
you install SU02, SU0201, DP020101, and DP020103 on
the application server. For information about how to run
the ChangeSOAPSrv utility, see “To run the
ChangeSOAPSrv utility” on page 1837.

The following list provides additional information about the URL that you
type into this window:
„ If the Contact Center Manager Administration default URL is the same
as the Contact Center Manager Administration server computer name,
then you can accept the default value shown.
„ If the Contact Center Manager Administration default URL is the Contact
Center Manager Administration server fully qualified host name (for
example, <computer name>.<domain name>.com), then you must type
this name. To view the fully qualified domain name of the server, ping
the server computer name. The results of a successful ping include the
fully qualified domain name.
„ If the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, then you
must type the fully qualified domain name in this window. To view the
fully qualified domain name of the server, ping the server computer
name. The results of a successful ping include the fully qualified domain
name.
„ If you are installing Contact Center Manager Administration as a virtual
directory on an existing web site, then you must type either the

100 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

computer name or the fully qualified host name as usual; do not type a
value that includes the virtual directory name.
Note: If you are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration 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 Contact Center Manager Administration server.
For details about configuring the client PC after installing Contact Center
Manager Administration, see “Step 3. Configure Internet Explorer” on page
255.
9 Click Next
Result: If you are performing an installation without replication, the Port
Configuration for ADAM window appears.

ATTENTION
If you are performing an installation with replication
enabled, the Web Site Type window appears and you
must skip step 32 and 33 and proceed directly to the
result in step 34.

Based on the server configuration, the default values in the Port

Configuration for ADAM window vary, as follows:
„ Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear
in this window.

Installation and Maintenance Guide 101

Installing the software on the primary server Standard 3.0

„ Port 50000 for LDAP and port 50001 for SSL appear in this window.
10 Before accepting these default value in the Port Configuration for ADAM
window, 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.
11 Click Next.
Result: The Web Site Type window appears.

You can install Contact Center Manager Administration as the default web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing web site. For more information
about how to determine the type of web site that best suits your company’s
needs, see “Web sites and virtual directories” on page 1956.

102 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To install Contact Center Manager Administration as the default web

site
a. Click Default and proceed to step 12.

ATTENTION
For optimum performance, Nortel recommends that you
click Default, reserving the Contact Center Manager
Administration server solely for the use of Contact Center
Manager Administration.

or
To install Contact Center Manager Administration 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.
c. If you want to change the name, type a new name. Do not use an
underscore (_) in the virtual directory name.
Note: The name you choose will be the name of the folder in the Default
Web Site tree in IIS. To see a sample of Contact Center Manager
Administration as a virtual directory and as a default web site, see “Web
sites and virtual directories” on page 1956.
d. Proceed to step 12.

Installation and Maintenance Guide 103

Installing the software on the primary server Standard 3.0

12 Click Next.
Result: The Destination Folder window appears.

104 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

13 Review the default destination folder. To change the folder location, click
Change and select a different location. To accept the default folder location,
click Next.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 105

Installing the software on the primary server Standard 3.0

14 Click Next.

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

Result: The Installing Contact Center Manager Administration progress

window appears.

Note: The Files in Use window may appear and notify you of files that you
are using or windows that you have open that are preventing the Contact
Center Manager Administration 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 or
Remove Programs window. In this case, click Retry. If the installation does
not proceed, then click Ignore. The installation proceeds.
15 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom

106 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

password for the iceAdmin user account. This user account has full
administrative privileges and is required for proper Contact Center Manager
Administration functionality.
Note: You are only required to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. Because you are
now performing a fresh installation, the Old Password box is unavailable.

16 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see “Step 20. Change
the iceAdmin user account password (optional)” on page 214.
17 In the Confirm Password box, type the password again.
18 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step19.

Installation and Maintenance Guide 107

Installing the software on the primary server Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

108 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

19 Click OK.
Result: The system ensures that you typed the same password both times,
and registers the new password. After the system installs Active Directory
Application Mode (ADAM), the Crystal Reports templates and Server
Simple Object Access Protocol (SOAP) templates, the Welcome to the
InstallShield Wizard for ServerSoapInstall window appears.

Note: If the window does not appear, the system automatically starts
installing the SOAP files. In this case, proceed to the next step.

Installation and Maintenance Guide 109

Installing the software on the primary server Standard 3.0

20 The program searches for installed components, and then installs the
required SOAP files.
Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

21 Click Finish to exit the setup wizard.

Note: If you are performing an installation with replication, this instance of
ADAM now has all existing data that resides in the ADAM instance with
which it is replicated. From this point on, replication works both ways, with
each computer sharing its ADAM data with the other computer.
Result: The Contact Center Manager Administration Installer Information
dialog box appears.

22 Click Yes to restart your computer.

110 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 6. Apply the latest Service Update and

Service Update Supplement

Introduction
This step includes procedures for downloading and applying the latest Service
Update and Service Update Supplements for Contact Center Manager
Administration from www.nortel.com/espl.

For further details about downloading and applying Service Updates, Service
Update Supplements, and Designer Patches, see Chapter 13, “Applying Service
Updates, Service Update Supplements, and Designer Patches”.

Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP).
„ Service Updates (SUs) are major updates to software releases. They
include new features as well as major changes and fixes to the software.
Service Updates also include all relevant SUS and DPs that were issued
since the release of the last SU. Service Updates are numbered sequentially
in the format CCMA_6.0_SU_01, CCMA_6.0_SU_02, and so on. Service
Updates for Contact Center 6.0 are faster to download and install than the
Service Updates for previous releases because they do not include the entire
application, but only the changed or updated portions of the software.
„ Service Update Supplements (SUS) are fixes for Service Updates that are
required for all customers. SUS are much faster and easier to download
and install than Service Updates. SUS are numbered sequentially in the
format CCMA_6.0_SUS_0101, CCMA_6.0_SUS_0102, and so on. You
can install an SUS only if its corresponding Service Update is already
installed. For example, if SU01 is installed, then you can install
CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
„ Designer Patches (DP) are critical patches that are released to a limited
number of customers to address specific customer issues. DP are numbered
sequentially in the format CCMA_6.0_DP_010101, and
CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure a

Installation and Maintenance Guide 111

Installing the software on the primary server Standard 3.0

location and installed on the recommendation of a Nortel support

technician. For details about installing Designer Patches, see Chapter 13,
“Applying Service Updates, Service Update Supplements, and Designer
Patches.”

Note: The numbers of the Service Updates, Service Update Supplements, and
Designer Patches shown in the previous bullets are listed as examples only.

Installation order for Service Updates and Service Update

Supplements
Every Service Update (SU) contains all the fixes included in previously released
SU and SUS. Therefore, you do not need to sequentially install all Service
Updates that are released.

For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, SUS0102 in the SU02 release.

Note: Designer Patches (DP) address critical issues for specific customers. A
DP is usually posted to a secure location and installed on the recommendation of
a Nortel support technician.

112 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Applying a Service Update or Service Update Supplement

ATTENTION „ When you install the latest Service Update, take

note of the Administrator account with which
you are currently logged on to the server. If you
have multiple Administrator accounts, you
must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and Designer
Patches on the server. If you install an update
with one account, and then try to install the next
update or uninstall the current patch while
logged on as a different account, the installation
or uninstallation fails.
„ Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater
than 24 characters. In this scenario, the License
Manager Service will not start and the Service
Update installation will fail. The
ServerSoapName value exceeds 24 characters
when your site references the Contact Center
Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL
of more than 24 characters in the SOAP
Configuration Parameters window during the
Contact Center Manager Administration
installation. For information about
troubleshooting this issue, refer to “Installation
of SU02 or SUS0201 fails because License
Manager Service does not start” on page 1823.

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.
„ Before installing the Service Update or Service Update Supplement, Nortel
recommends that you verify the patch level currently installed on the server

Installation and Maintenance Guide 113

Installing the software on the primary server Standard 3.0

by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
„ To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for
example, WinZip).

To apply the latest Service Update or Service Update Supplement

1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that may have been issued since the
release of the DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.
3 Download the latest Service Update and save it on the Contact Center
Manager Administration server. Service Updates are packaged as .zip files.
4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.
5 Extract the contents of the .zip file to the location of your choice.

114 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

6 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.

7 Click Yes to read the file, or No to proceed directly with the installation.
Notes:
„ The readme file can contain important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
„ If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
installation for the older patch again. For details on uninstalling patches,
see “Uninstalling an SU, SUS, or DP” on page 1584.

Installation and Maintenance Guide 115

Installing the software on the primary server Standard 3.0

8 Click Next.
Result: The Ready to Install window appears.

Notes:
„ If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
„ Click Next to remove the patches. When the system has finished
removing the patches, the installation of the new patch proceeds. See
step 9.
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

116 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

9 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.

Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
11 Repeat steps 6-11 to install other Service Update Supplements that
correspond to the latest Service Update.
12 After all the latest SU and SUS are installed, close all windows and restart
the server.

Installation and Maintenance Guide 117

Installing the software on the primary server Standard 3.0

Step 7. Install required hot fixes for third-party

software

Introduction
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.

To install required hot fixes for third-party software

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
4 Nortel also recommends that you go to the web site www.nortel.com/espl to
check for any hot fixes that may have been issued since the release of the
DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

118 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

What’s next?
Configure the Contact Center Manager Administration software by following
the postinstallation procedures. For details, see Section C: “Postinstallation on
the primary CCMA server” on page 121.

Installation and Maintenance Guide 119

Installing the software on the primary server Standard 3.0

120 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Section C: Postinstallation on the

primary CCMA server

In this section
Overview 122
Step 8. Add the server to an existing domain (optional) 123
Step 9. Add ASP.NET applications to IIS 127
Step 10. Configure IIS settings for Report Creation Wizard 131
Step 11. Add the IUSR_SWC account as the anonymous user account 135
Step 12. Configure License Manager Service 146
Step 13. Configure Logon warning message (optional) 150
Step 14. Configure Real-Time Reporting 155
Step 15. Configure Emergency Help 164
Step 16. Configure SMTP and printers for Historical Reporting (optional) 166
Step 17. Configure shared folders for Historical Reporting (optional) 178
Step 18. Configure scripting 209
Step 19. Configure Agent Desktop Display parameters on the server 210
Step 20. Change the iceAdmin user account password (optional) 214
Step 21. Configure language support (other than English) 218
Step 22. Install the XML Automated Assignments feature (optional) 239
Step 23. Copy latest user guides to the CCMA server 242
Step 24. Activate master scripts 244
Step 25. Other postinstallation tasks 245

Installation and Maintenance Guide 121

Installing the software on the primary server Standard 3.0

Overview

This section describes how to complete the following postinstallation tasks:

„ Adding the server to an existing domain
„ Configuring IIS to support the Contact Center Manager Administration
software
„ Adding the IUSR_SWC account as the anonymous user account
„ Configuring the various components of Contact Center Manager
Administration on the server
„ Configuring shared network folders for synchronizing reports
„ Copying the latest user guides to the Contact Center Manager
Administration server

122 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 8. Add the server to an existing domain

(optional)

Introduction
After you have installed Contact Center Manager Administration, you have the
option of adding your Contact Center Manager Administration server to an
existing Windows domain.

If you have already added your Contact Center Manager Administration server
to an existing domain or if you do not want to add your server to an existing
domain, you can skip this step and proceed directly to “Step 9. Add ASP.NET
applications to IIS” on page 127.

You must add the server to an existing domain in the following scenarios:
„ If you are installing a replicating server, the replicating server must be
added to the domain of the primary server.
„ If you are installing a coresident server that includes a Communication
Control Toolkit server, there are some specific scenarios that require the
Contact Center Manager Administration server to be added to an existing
domain. For further information, refer to the Communication Control
Toolkit Installation and Maintenance Guide.

For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, refer to Chapter 17,
“Working with domains and workgroups.”

Installation and Maintenance Guide 123

Installing the software on the primary server Standard 3.0

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

124 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

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.

Installation and Maintenance Guide 125

Installing the software on the primary server Standard 3.0

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

126 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 9. Add ASP.NET applications to IIS

Introduction
In order for the Report Creation Wizard component of Contact Center Manager
Administration to function, IIS must be configured to support ASP.NET
applications.

Note: If you have already installed and configured IIS with Simple Mail
Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager
Administration server, proceed to “Step 10. Configure IIS settings for Report
Creation Wizard” on page 131.

If you do not perform this task, the following error message will appear when
you attempt to launch Report Creation Wizard:
"Visual Studio.NET has detected that the specified Web
server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”

Note: You may be asked for your Windows 2003 Server installation CD during
the configuration steps of this procedure.

Installation and Maintenance Guide 127

Installing the software on the primary server Standard 3.0

To configure Internet Information Services (IIS) to support ASP.NET

applications
1 On the server, click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.

128 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

2 In the left pane, click Add/ Remove Windows components.

Result: The Windows Components Wizard window opens.

3 Under Components, select Application Server, and then click Details.

Result: The Application server dialog box opens.

4 Under Subcomponents of Application Server, select the check box next

to the ASP.NET component.

Installation and Maintenance Guide 129

Installing the software on the primary server Standard 3.0

5 Click OK
Result: The Application server dialog box closes.
6 Click Next.
Note: If you are asked to insert your Windows Server 2003 installation disk,
insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.
8 Close all windows to complete the procedure.

130 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 10. Configure IIS settings for Report

Creation Wizard

Introduction
The task is required in order for the Report Creation Wizard component to
function.

To configure IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
Result: The folder expands.
4 In the left pane, click the plus (+) sign next to Default Web Site.
Result: The folder expands.

Installation and Maintenance Guide 131

Installing the software on the primary server Standard 3.0

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties window opens.

132 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

6 Click the Create button to create an application

Result: RCW appears in the Application name box.

7 In Execute Permissions, select Scripts and Executables from the menu.

8 Click Apply to apply the changes.
9 Click OK to close the dialog box.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
Result: The folder expands.
11 In the left pane, click the plus (+) sign next to Application Pools.
Result: The folder expands.

Installation and Maintenance Guide 133

Installing the software on the primary server Standard 3.0

12 Click on DefaultAppPool.
Result: RCW appears as a default web site in the right pane.

13 Close all windows to complete the procedure.

134 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 11. Add the IUSR_SWC account as the

anonymous user account

Introduction
You must perform this procedure on Contact Center Manager Administration
servers running Windows Server 2003 after you have installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].

Note: You only need to perform this procedure once. If you upgrade Contact
Center Manager Administration after you perform this procedure, you do not
need to perform the procedure again.

There are two main parts to this procedure:

„ You must change the default password for the IUSR_SWC account to a
password of your choice.
„ Then you must add this user account as the IIS anonymous user account.

To add the IUSR_SWC account as the anonymous user account for IIS
1 Click Start > Administrative Tools > Computer Management.
Result: The Computer Management window appears.

Installation and Maintenance Guide 135

Installing the software on the primary server Standard 3.0

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

136 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

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 menu.
Result: A warning box appears.

Installation and Maintenance Guide 137

Installing the software on the primary server Standard 3.0

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 in Step 20.
7 Click OK.
Result: A window appears confirming that the password has been set.

8 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.
9 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

138 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

Installation and Maintenance Guide 139

Installing the software on the primary server Standard 3.0

12 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

140 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 141

Installing the software on the primary server Standard 3.0

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

142 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

17 Click Find Now.

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

Installation and Maintenance Guide 143

Installing the software on the primary server Standard 3.0

18 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.

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

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

144 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

21 Click OK.
Result: The Confirm Password window appears.
22 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
23 Click OK to save your changes.
24 Close all windows.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the text box, type iisreset.
27 Click OK.
28 Close all windows to complete the procedure.

Installation and Maintenance Guide 145

Installing the software on the primary server Standard 3.0

Step 12. Configure License Manager Service

Introduction
The License Manager Service—Configuration Setup utility is used to set up the
registry entries required to communicate with the License Manager Server that is
installed on Contact Center Manager Server. It also provides an option to log the
debug trace for the License Manager Service events.

On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.

For a coresident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields will be
read-only. It is assumed that for a coresident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server
installation procedure.

To configure the License Manager Service

Note: Click on the Cancel button to cancel any changes made during this
procedure.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, navigate to the LM Service Configuration folder by
clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

146 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

Installation and Maintenance Guide 147

Installing the software on the primary server Standard 3.0

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service—Configuration Setup window appears.

5 Enter the Primary LM Server's IP address/port number information.

Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
6 Enter the Standby LM Server's IP address/port number information
(optional, if available).
Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
Note: The LM Service log file (LMService.log) location is displayed. It is
located at the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
7 Select the LM Service log level from the menu. The available options are:
„ No logging: No events will be logged to LMService.log. However, if
errors or warning are received during the course of LMService
operation, the event will be written to the LMService.log.

148 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

„ Errors only: Only errors and warning events will be logged to the
LMService.log file.
„ Debug: All events including informational messages will be logged to
the LMService.log file.
8 If you selected Errors only or Debug in the LM Service Log Level, enter
the log file size.
Note: Default is 1 MB.
9 Click OK to submit the information.
Result: The Configuration Completed dialog box appears.

10 Click OK
Result: A dialog box appears, prompting you to restart the License
Manager Service.

11 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service has restarted.
12 Click OK.
13 Close all windows to complete the procedure.

Installation and Maintenance Guide 149

Installing the software on the primary server Standard 3.0

Step 13. Configure Logon warning message

(optional)

Introduction
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message will not be visible unless you configure your
message title and text in the Local Security Policy tool of Windows Server 2003.

Note: If you already have a domain security policy in place with a log-in
warning message configured, you will not be able to change the log-in warning
message using this procedure. In this case, you will need to contact your
Administrator to change the log-in warning message.

If you do not want to configure a log-in warning message, proceed to “Step 14.
Configure Real-Time Reporting” on page 155.

Configuring your logon warning message

To configure your logon warning message title and text

1 Click Start > Administrative Tools > Local Security Policy.
Result: Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.
Result: The folder expands.

150 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

3 In the left pane, click the folder Security Options.

Result: The Security Options are displayed in the right pane.

4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon window appears.

6 Type your message title into the text box.

7 Click Apply.

Installation and Maintenance Guide 151

Installing the software on the primary server Standard 3.0

8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.
9 In the list of Security Options, right-click the Security Option Interactive
logon: Message text for users attempting to log on.
10 Select Properties from the menu.
Result: The Interactive Logon window appears.

11 Type your warning message into the text box.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.
14 Close all windows to complete the procedure.

152 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To enable the logon warning message

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, click the Login Warning Message folder.

Installation and Maintenance Guide 153

Installing the software on the primary server Standard 3.0

3 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties window appears.

4 Ensure that the Use Login Warning Message box is selected. The
message that will be displayed is shown in the text box as read-only.

Note: Both the title and the text must be configured in the Security Policy tool
for the message to appear. For details, see “To configure your logon warning
message title and text” on page 150.
5 Click OK.
6 Close all windows to complete the procedure.

ATTENTION
The Use Login Warning Message setting is server-specific. If
the Contact Center Manager Server is part of a networked
contact center, this setting needs to be set on each Contact
Center Manager Administration server.

154 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 14. Configure Real-Time Reporting

Introduction
For Contact Center Manager Administration’s Real-Time Reporting component
to function properly, you must configure two different IP multicast addresses:
„ the Contact Center Manager Administration server receiving IP multicast
address (the address it uses to receive multicast data from Contact Center
Manager Server; it is the same as the IP multicast address on Contact
Center Manager Server)
„ the Contact Center Manager Administration server sending IP multicast
address (the address it uses to send multicast data)

Note: The Contact Center Manager Administration server sending and receiving
IP multicast addresses must be different.

The Contact Center Manager Administration server constantly monitors its

receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.

Note: The IP multicast address that the server in Contact Center Manager Server
uses to send data must be configured on Contact Center Manager Server. This
address is listed in the IP Multicast Group box. For details, see the Contact
Center Manager 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 Contact Center Manager Administration
server supports multicast clients, unicast clients, or both multicast and unicast
clients. For more information about these icons, see “Determining the
transmission method that is enabled on the Contact Center Manager
Administration server” on page 1863.

Installation and Maintenance Guide 155

Installing the software on the primary server Standard 3.0

Note: The unicast communication option applies only between the Contact
Center Manager Administration server and the client PCs. Because the Contact
Center Manager Administration server receives all the raw data from each server
in Contact Center Manager Server through multicast channels, this network
segment must always be multicast-enabled.

In certain circumstances, not all segments of a network are multicast-enabled

(for example, when the network equipment cannot support multicast, or when
the client PCs are at remote locations and connect over WAN or dial-up links
that do not support multicast). The unicast option can be used to provide users
located in the non-multicast sections with real-time data.

Note: If you choose, at a later date, to multicast-enable your entire network, you
may do so without upgrading Contact Center Manager Administration.

Multicast data transmission

This form of data transmission provides multipoint communication by
simultaneously delivering information from one sender (the Contact Center
Manager Administration server) to multiple receivers (client PCs) that receive
the information. The greatest advantage of IP multicasting is its ability to
transmit information to many recipients in a way that minimizes both the
bandwidth required to communicate across networks, and the resources required
by the sender to carry out the transmission.

This type of data transmission enables users to view nodal real-time displays,
network-consolidated real-time displays, Agent Desktop Display, and
Emergency Help notifications on the client PCs.

Unicast data transmission

Unicast data transmission requires that each client receive its own copy of the
data; therefore, a unicast configuration uses more network bandwidth than a
multicast configuration. In unicast, the data packets are duplicated on the
network, whereas in a multicast environment, each packet is sent only once.

Real-time displays viewed on one client PC that use the same data stream share
a single connection to the Contact Center Manager Administration server (for
example, a standard agent display and a private agent display both use the agent
moving window stream and can share a single unicast connection). Therefore,
for n client displays of different statistical types, there are n separate data
streams in operation, which introduces additional traffic on the network.

156 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

If a client opens a collection display (six displays in one screen), several unicast
channels are opened from the Contact Center Manager Administration server to
the client computer, one for each statistic type in the collection.

Unicast data transmission enables users to view:

„ nodal real-time displays only if there is a Contact Center Manager
Administration server located at each Contact Center Manager Server node
in the network
„ both nodal and network-consolidated real-time displays if the network
between the Contact Center Manager Administration server and each server
in Contact Center Manager Server is multicast-enabled

Note: Agent Desktop Display and Emergency Help notifications are not
available on client PCs that only receive unicast data.

To configure Real-Time Reporting

Note: If you are configuring a replicating server, you must ensure that the Real-
Time Reporting Configuration settings on the replicating server match the Real-
Time Reporting Configuration settings on the primary server.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 157

Installing the software on the primary server Standard 3.0

2 In the left pane, under Applications, click Real-time Reporting.

158 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

3 In the right pane, click the RTR Registry Settings icon.

Result: The RTR Properties window appears.

4 In the IP Receive Address and IP Send Address boxes, type the correct
address information. The IP Receive address in Contact Center Manager
Administration must be the same as the multicast IP address in Contact

Installation and Maintenance Guide 159

Installing the software on the primary server Standard 3.0

Center Manager Server; however, it must be different from the IP Send

address in Contact Center Manager Administration.

ATTENTION
If the server in Contact Center Manager Server is part of
a networked contact center, all servers in Contact Center
Manager Server within the network must have the same
multicast IP address. The IP Receive address for Contact
Center Manager Administration must match the common
multicast IP addresses of the servers in Contact Center
Manager Server (the address used to send multicast
data).

Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
5 Accept the default values in the Output Rate box (5000) and the
Transform Rate box (1000). You can adjust the default values; however,
reducing the Output Rate value and the Transform Rate value increases the
workload on the Contact Center Manager Administration server.
Note: The fastest rate at which multicast data from Contact Center
Manager Server reaches the end user in Contact Center Manager
Administration is equal to the highest value among the following settings:
„ the Multicast Rate at which data is sent from Contact Center Manager
Server to the Contact Center Manager Administration server (For more
information about Multicast Rates, see the Nortel Contact Center 6.0
Planning and Engineering Guide.)
„ the Output Rate at which the Contact Center Manager Administration
server sends data to client PCs
„ the Transform Rate at which the Contact Center Manager Administration
server processes data

Example
If the Contact Center Manager Server Multicast Rate is set to 2
seconds, the Contact Center Manager Administration server Transform
Rate is set to 1 second, and the Contact Center Manager Administration
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.

160 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

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 Contact Center
Manager Administration server. Notify users of the Real-Time Reporting
component of these rates so they can adjust the refresh rate
accordingly. For more information about adjusting rates and assessing
performance, see the Contact Center - Manager CapTool User’s Guide.
6 Accept the default value in the OAM Timeout box (10000).

ATTENTION
You may need to increase the OAM Timeout value if the
following situations occur:
„ You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Manager Server and the network is slow.
„ Your contact center has a large numbers of agents or
skillsets. In this case, it may not be possible to return a
large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this 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).

7 Nortel recommends that you leave the Compress Realtime Data Packets
check box selected, which is the default setting. If you clear this check
mark, then you disable real-time data packet compression.
8 In the Transmission Options area, click the button beside the
transmission mode that is required for the site. Choose one of:
„ Multicast only if your network supports multicast traffic (recommended),
and proceed to step 11.
„ Unicast only if you do not want any multicast traffic on your network,
and proceed to step 9.
„ Multicast and Unicast if you want to support both transmission types,
and proceed to step 9.

Installation and Maintenance Guide 161

Installing the software on the primary server Standard 3.0

9 If you select either Unicast or Multicast and Unicast, the Maximum

Unicast Sessions area appears at the lower section of the window.

10 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 Contact Center Manager
Administration 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 Contact Center Manager Administration
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 the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide.
11 Click the Restart Real Time Reporting Service check box to select it.

162 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

12 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service has restarted
successfully.
13 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Real-Time
Reporting Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

Installation and Maintenance Guide 163

Installing the software on the primary server Standard 3.0

Step 15. Configure Emergency Help

The Emergency Help component only functions if you are using the multicast
communication method from the Contact Center Manager Administration server
to the client PC.

Note: If you are configuring a replicating server, you must ensure that the
Emergency Help Configuration settings on the replicating server match the
Emergency Help Configuration settings on the primary server.

To configure Emergency Help

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Applications Configuration window appears.

2 In the left pane, navigate to the Emergency Help folder by clicking the (+)
sign next to the Nortel Networks folder and the (+) sign next to the
Applications folder.
3 In the left pane, click the Emergency Help folder.
Result: The Emergency Help Configuration window appears.

164 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

4 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties window appears.

5 In the IP Send Address box, type the IP address to which the Contact
Center Manager Administration server sends Emergency Help information.
This IP Send address can be the same as or different from the IP address
that the Contact Center Manager Administration server uses to send Real-
Time Reporting and Agent Desktop Display data to client PCs. See the
checklist in “Step 2. Install your remote support access tool” on page 57 to
verify the IP Send address that you chose for the Contact Center Manager
Administration server to send Emergency Help data to client PCs (item 16
of the worksheet).
6 Click the Restart Emergency Help Service check box.
7 Click OK.
Result: The system restarts Emergency Help.
8 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Emergency
Help Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

Installation and Maintenance Guide 165

Installing the software on the primary server Standard 3.0

Step 16. Configure SMTP and printers for

Historical Reporting (optional)

Introduction
The step documents the procedures for the following tasks:
1. Configuring SMTP for Historical Reporting
This task is required if you want to send an e-mail notification to report
recipients when the Historical Report component generates a scheduled
report.
2. Configuring printers for Historical Reporting
This task is required if you want to print scheduled historical reports to a
network printer.

Configuring SMTP for Historical Reporting

When the Historical Reporting component generates a scheduled report, it can
send an e-mail notification to report recipients. To ensure that Historical
Reporting sends an e-mail to the appropriate individual when a report is ready,
you must install and configure an SMTP server on the Contact Center Manager
Administration server.

Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active
Directory Application Mode must be installed on the Contact Center Manager
Administration server.

To verify that an SMTP server is installed

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

166 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

2 In the left pane, click the plus sign (+) beside <Computer_Name> (Local
computer).
Result: If one of the branches that appears on the Contact Center Manager
Administration server tree is Default SMTP Virtual Server, then an SMTP
server is installed.

After you have verified that SMTP is installed, you can configure the SMTP
server to send e-mail notifications from Historical Reporting.

If an SMTP server has not been installed, consult the Nortel Contact Center
Manager Administration Technical Requirements and Operating System
Configuration Guide for the procedures to install an SMTP server.

To configure the SMTP server

To configure the SMTP server, you must provide a domain name and a host
name to indicate where Contact Center Manager Administration should send
e-mail notifications.
1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears,
displaying the domain tree in the left pane.
2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The folder expands.
3 Right-click the Default SMTP Virtual Server branch, and then select
Properties from the menu.
Result: The Default SMTP Virtual Server Properties window appears.

Installation and Maintenance Guide 167

Installing the software on the primary server Standard 3.0

4 Click the Delivery tab.

Result: The Delivery tab opens.

5 Click Advanced.
Result: The Advanced Delivery window appears.

168 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

6 In the Fully qualified domain name box, type the domain name of the
Contact Center Manager Administration server:

<computername>.<domain name>.com

Example: pcbox123.softwarehouse.com
Note: Domain names can only include alphanumeric characters, including
hyphens (-) and periods (.) and cannot include underscores (_).
7 Click Check DNS to validate the name of the Domain Name Service
(DNS). Click OK.
8 In the Smart host box, type the host name of the Microsoft Exchange
server.
Note: The smart host name should be the name of a valid mail server.
Check the properties of your Microsoft exchange server to find the Smart
Host name, or contact your System Administrator.
9 Click the Attempt direct delivery before sending to smart host check
box.
10 Click the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery window.
12 Click the Access tab.
13 Click Authentication.
14 Ensure that the check mark in the Basic authentication check box is
cleared.
15 Ensure that the check mark next to Anonymous Access is selected.
16 Click OK to close the Authentication window.
17 Click Connection.
Result: The Connection window appears.
18 Click All except the list below.
19 Click OK.
20 If you want to track commands that are sent over the network from SMTP
client PCs to the SMTP virtual server, perform the following steps:
a. Click the General tab.
b. Click the Enable logging check box.

Installation and Maintenance Guide 169

Installing the software on the primary server Standard 3.0

c. Select a format from the Active log format.

21 Click the Messages tab.
22 Ensure that all check boxes are selected.
23 In the Send copy of Non-Delivery Report to box, type the e-mail address
of the person who monitors the Non-Delivery report.
24 Click OK to close the Default SMTP Virtual Server Properties window.

Configuring printers for Historical Reporting

When you schedule Contact Center Manager Administration to generate
historical reports, you must configure a printer to print the scheduled historical
reports.

Before you set up default printers, you must:

„ already have a network printer configured in your organization
„ know the computer name of the server to which the printer is attached
„ know the administrator password for this server
„ know the share name of the printer

You have three options for configuring printers to print scheduled historical
reports:

Option 1: Configure the CCMA server to point to a network printer

Option 2: Configure a default network printer that uses the Contact Center
Manager Administration server as the print server

Option 3: Configure a network shared printer connected to a print server other

than the Contact Center Manager Administration server

Procedures for each of these options are documented in this section. Choose the
option that is most appropriate for your organization.

170 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Note: You can set up as many printers as your operating system supports.
However, only five scheduled reports are processed simultaneously. The
remaining scheduled reports wait in queue and get processed on first-in, first-out
basis. This is done to provide higher priority to the ad hoc reports. You can use
any of these printers to print reports and scripts, provided that they are
configured according to one of the following procedures.

Option 1: To configure a network printer on the CCMA server

In this procedure, you configure a network printer on the Contact Center
Manager Administration server so you can print ad hoc and scheduled historical
reports and scripts to a network printer. To do this, you must configure an LPT
port on the Contact Center Manager Administration server to use the network
printer; and then add a local printer on this same LPT port on the Contact Center
Manager Administration server.
1 Log on to the Contact Center Manager Administration server as
Administrator,
2 Click Start > Run.
3 In the Open box, type cmd to open an MS-DOS prompt.
4 At the prompt, type:
net use <port> [\\<print server name>\<printer’s share name>] /
USER:<print server name>\Administrator /PERSISTENT:YES
Example: If the port is LPT1, the print server name is printserv, the printer’s
share name is HPLaser4, then you type the following command:
net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /
PERSISTENT:YES
Note: The printer’s share name is case-sensitive.
5 Press Enter.
Result: A message appears, telling you that the password for the printer is
invalid, and asking you to type the password.
6 At the prompt, type the administrator password for the server to which the
printer is attached.
7 Press Enter.
Result: If you entered the correct values, the following message appears:
“The command completed successfully.”

Installation and Maintenance Guide 171

Installing the software on the primary server Standard 3.0

8 On the Contact Center Manager Administration server, set up a local printer

for the same LPT port used in the preceding steps. (In this example, LPT1
is used.) Click Start >Printers and Faxes.
Result: The Printers and Faxes window appears.
9 Double-click the Add Printer icon.
Result: The Add Printer window appears.
10 Click Next.
Result: The Local or Network Printer window appears.
11 Accept the default so that Local Printer is selected.
12 Clear the Automatically detect and install my Plug and Play printer
check box.
13 Click Next.
Result: The Select the Printer Port window appears.
14 Click Use the following port, and then, from the list of ports, select the
port you typed in step 4.
15 Click Next.
Result: The Add Printer Wizard window appears.
16 In the Manufacturer and Printers boxes, select the appropriate information
for your printer.
17 Click Next.
Result: The Use Existing Driver window appears.
18 Choose the appropriate option in the Do you want to keep the existing
driver or use the new one? dialog box.
19 Click Next.
Result: The Name Your Printer window appears.
20 In the Printer name box, type the name of your printer.
21 Under the question, Do you want to use this printer as the default
printer?, click Yes.
22 Click Next.
Result: The Printer Sharing window appears.

172 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

23 Click Do not share this printer, and then click Next.

Result: The Print Test Page window appears.
24 Click No, and then click Next.
Result: The Completing the Add Printer Wizard window appears.
25 Click Finish.
Result: The network printer is now configured as the default printer on the
Contact Center Manager Administration server.
Note: Every time you need to reboot the Contact Center Manager
Administration server, the system prompts you to reconnect the share
connection to this network printer. At the prompt, type the administrator
password for the server on which the printer is configured (the same
password you typed in step 5).

To delete the connection to the default network printer

If you no longer need to print reports or scripts to the default network printer,
then you can delete the shared LPT port used for this connection on the Contact
Center Manager Administration server.
1 To verify which LPT port is used for the default network printer connection,
while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.
2 In the Open box, type cmd to open an MS-DOS prompt.
3 At the prompt, type net use, and then press Enter.
Result: The system lists the shared resources on the server.
4 From the list of shared resources, locate the LPT port used for the default
network printer connection.
5 To delete the share connection for this port, at the MS-DOS prompt, type
the following command:
net use <port name> /delete
where <port name> is the port used for the default network printer
connection (for example, if your port is LPT1, type net use lpt1 /delete).
6 Press Enter.
Result: The following message appears: “<port name> was deleted
successfully.”

Installation and Maintenance Guide 173

Installing the software on the primary server Standard 3.0

Option 2: Configure a default network printer that uses the Contact

Center Manager Administration server as the print server
The following procedure outlines how to set up a network printer that uses the
Contact Center Manager Administration server as the print server.

If you require additional information about adding printers, contact Microsoft or

your network administrator, or consult your Microsoft documentation. The
procedure that you need to use depends on the network configuration of your
contact center. Consult your Microsoft documentation or the online Help in
Windows Server 2003 for proper printer setup and configuration.

The following procedure is valid for network printers that have a standard
TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card.
1 Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
2 Double-click the Add Printer icon.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
Result: The Local or Network Printer window appears.
4 Accept the default so that Local printer attached to this computer is
selected.
5 Clear the Automatically detect and install my Plug and Play printer
check box.
6 Click Next.
Result: The Select a Printer Port window appears.
7 Select Create a new port.
8 From the Type of port list, select Standard TCP/IP Port.
9 Click Next.
Result: The Welcome to the Add Standard TCP/IP Port Wizard window
appears.
10 Click Next.
Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard
window appears.

174 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

11 Click Next.
Result: The Add Port window appears.
12 In the Printer Name or IP address box, type the printer IP address.
Result: The system populates the Port Name box with the appropriate port
name.
13 Click Next.
Result: The Completing the Add Standard TCP/IP Printer Port Wizard
window appears.
14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
15 In the Manufacturer and Printer boxes, select the appropriate information
for your printer.
16 Click Next.
Result: The Name Your Printer window appears.
17 Type the printer name (or accept the default name shown), and then click
Next.
Result: The Printer Sharing Window appears.
18 Accept the default with Share name selected.
19 Click Next.
Result: The Location and Comment window appears.
20 Type information in the Location box and Comment box (optional).
21 Click Next.
Result: The Print Test Page window appears.
22 Click Yes to print a test page.
Result: The Completing the Add Printer Wizard window appears.
23 Click Finish.

Installation and Maintenance Guide 175

Installing the software on the primary server Standard 3.0

Option 3: To set up a network shared printer connected to a print

server other than the Contact Center Manager Administration
server
The following procedure outlines how to set up a default network printer that is
connected to a print server other than the Contact Center Manager
Administration server (for example, a UNIX server).

Note: If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
the LPR port is not among the options listed in the Add Printer wizard, you must
first install Print Services for UNIX on the Contact Center Manager
Administration server. You can install this utility from the Windows Server 2003
CD by clicking Start > Control Panel > Add or Remove Programs > Add/
Remove Windows Components > Other Network File and Print Services.
Click Details, and in the resulting dialog box, select Print Services for Unix.
Click OK to install the utility. When the installation is complete, proceed with
adding the default printer.
1 Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
2 Double-click the Add Printer icon.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
Result: The Local or Network Printer window appears.
4 Accept the default so that Local printer attached to this computer is
selected.
5 Clear the Automatically detect and install my Plug and Play printer
check box.
6 Click Next.
Result: The Select the Printer Port window appears.
7 Click Create a new port.
8 From the Type list, select LPR port.
9 Click Next.
Result: The Add LPR Compatible Printer window appears.

176 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

10 In the Name or address of server providing lpd box, type the Domain
Name Service (DNS) name or IP address of the print server.
11 In the Name of printer or print queue on that server box, type the name
of the printer as it is identified by the host, which is either the direct-connect
printer or the UNIX computer.
12 Click OK to close the window and return to the wizard.
13 Follow the remaining prompts in the wizard to finish installing the printer.

Installation and Maintenance Guide 177

Installing the software on the primary server Standard 3.0

Step 17. Configure shared folders for

Historical Reporting (optional)

Introduction
This step documents procedures for the following tasks:
1. Creating a shared folder for exporting scheduled reports
This task is required if you want to create a shared folder on the Contact
Center Manager Administration server or the client PC so that multiple
users can access scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports
This task is required if you want to synchronize imported reports to
automatically update with changes to the original reports on the network
computer.

Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.

You have two options for creating this shared folder:

Option 1: You can create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.

Option 2: You can create a shared folder on the client PC for exporting
scheduled reports.

Option 1: To create a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

178 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Note: Granting change and read permissions to the scheduled report account
(that is iceAdmin or domain account) only provides a higher level of security.
However, granting change and read permissions to the Everyone group provides
more flexibility because Contact Center Manager Administration users can
download exported report output files from the shared folder without special
permissions. Choose the option that is most appropriate for the security policy of
your organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), follow the
steps below:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Right-click on the target folder and grant change/read permissions to
Everyone.

For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report will be sent. The path must have
the format \\<Contact Center Manager Administration server name>\<shared
folder name>\<file name>, without the file extension. That is, if the Contact
Center Manager Administration server computer name is appsrvr, the shared
folder name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.

Note: Scheduled reports use the local administrator account named iceAdmin or
the domain account set up by the administrator in the iceAdmin Password
Change Utility to run, print and export the scheduled report.

Installation and Maintenance Guide 179

Installing the software on the primary server Standard 3.0

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.

To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.

180 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Option 2: To create a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC:

Contact Center Scheduled Steps required

Manager Report Account to export
Administration (using iceAdmin scheduled
Server Password report to client
Configuration Change Utility) PC

1 CCMA on a iceAdmin 1 Create a local

workgroup iceAdmin account
OR on the destination
PC with the same
CCMA on a password as on the
network domain CCMA server.
2 Grant “Change”
and “Read”
permissions to the
iceAdmin account
on the export
folder on the
destination client
PC.

2 CCMA on a Domain account 1 The destination

network domain (that is, the CCMA client PC must be
server has been set on the same
up for Domain domain as the
account for CCMA server.
Scheduled 2 Grant “Change”
Reports) and “Read”
permissions to the
CCMA scheduled
report domain
account on the
export folder of
the destination PC.

Installation and Maintenance Guide 181

Installing the software on the primary server Standard 3.0

You can only export scheduled reports to client PCs that are within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared folder
on the client PC, and grant change and read permissions to the scheduled reports
account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).
1. To create a shared target folder with change and read permissions to the
iceAdmin account, follow the steps below:
„ Click Administrative Tools > Computer Management > Local Users
and Groups > Users.
„ Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Grant change/read permissions to the local iceAdmin account on the
folder

Note: When iceAdmin password is changed on the Contact Center Manager

Administration server by the administrator, the iceAdmin password must also be
changed to the same password, as defined on the Contact Center Manager
Administration server, on the client PC.
2. To create a shared folder with change and read permissions to the scheduled
reports domain account on the client PC, follow the steps below:
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.

Note: This option will not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager
Administration server.

182 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report will be
sent. The path must have the format \\<client PC computer name>\<shared
folder name>\<file name>, without the file extension. Alternatively, you can
use the Browse button to select your shared folder for export file.

Example: If you want to export the Agent Performance report to a shared folder
on the client PC, and the client PC computer name is clientpc, the shared folder
name is reports, and you decide to call the report agent, you type
\\clientpc\reports\agent in the Output box.

For details about configuring user access privileges, see the Microsoft Windows
Server 2003 documentation. If you require additional information about creating
and mapping folders, see your Microsoft documentation.

Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you do not need to have access to
the original report template because the imported copy is run from the Contact
Center Manager Administration server.

However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you select
this value when importing the report, then, when you subsequently run the
imported report in Contact Center Manager Administration (either ad hoc or
scheduled), the system checks the network folder in which the original report is
stored to see if any changes have been made to it. If the original report has
changed, then the system synchronizes these changes with the imported report
before running it. This process is automatic and invisible to the user.

If you have made changes to several original reports after importing them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.

Installation and Maintenance Guide 183

Installing the software on the primary server Standard 3.0

In this window, when you click Submit, the system synchronizes the changes
that you have made to all original reports stored in shared folders on a client PC
with the copies stored on the Contact Center Manager Administration server.
However, because this may be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either ad hoc or scheduled).

Before you can use the report synchronization feature, you must set up the
shared folder on the client PC with the appropriate access privileges according to
your organization’s security policy.

ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, the user imported reports (only
when run as scheduled reports) might not be synchronized
automatically because the Contact Center Manager
Administration server account that is used for scheduled
reports, iceAdmin, might not have access to the network
directory. In this scenario, to synchronize the affected user
imported reports, follow the procedure “To manually
synchronize changes made to user imported templates” in
the Contact Center Manager Administration online Help, or
run the report ad hoc whenever the original report template
is modified on the source network location.

Options for configuring a shared network folder for synchronizing

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from those listed below.
„ Contact Center Manager Administration server is part of a workgroup
If your server is part of a workgroup, then the client PC must also be a
member of the same workgroup or be a part of the Contact Center Manager
Administration server network domain. For details, see “Creating a shared
network folder (Contact Center Manager Administration server part of a
workgroup)” on page 185.
„ Contact Center Manager Administration server is a member of a
network domain If your server is part of a network domain, then the client

184 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

PC must also be a member of the same network domain. Additionally, the

directory security account of the server default web site must be set to the
network domain account. For details, see “To set the directory security
account of the server default web site to the network domain account” on
page 194. After you have set the directory security account of the server
default web site to the network domain account, you can proceed to
“Creating a shared network folder (Contact Center Manager Administration
server member of network domain)” on page 194.

Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
You have two options for sharing this folder:
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the client PC. For details, see “Option 1:
Share the folder with read permissions for the Everyone account and enable
Guest account on the client PC” on page 185.

or
„ You can share the folder with read permissions for the IUSR_SWC and
iceAdmin accounts (these accounts are used by the Contact Center Manager
Administration server). For details, see “Option 2: Share the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server)”
on page 189.

Choose the option that best suits your company’s security policy.

Option 1: Share the folder with read permissions for the Everyone
account and enable Guest account on the client PC
1 On the client PC, create a folder to store your user-created report
templates.
2 On the client PC, open Windows Explorer.

Installation and Maintenance Guide 185

Installing the software on the primary server Standard 3.0

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

186 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 187

Installing the software on the primary server Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower section of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 In the right pane, double-click the Users folder.
Result: A list of users appears in the right pane.

188 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

14 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: Share the folder with read permissions for the IUSR_SWC
and iceAdmin accounts (these accounts are used by the Contact
Center Manager Administration server)

Notes: If you choose this option, you must keep in mind that you will have to
maintain two additional accounts on the client PC. There are also possible
security issues involved since the Contact Center Manager Administration server
uses these accounts to run the web site.

To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager
Administration server.

Installation and Maintenance Guide 189

Installing the software on the primary server Standard 3.0

1 On the client PC, create a folder to store your user-created report

templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the client PC
with the same passwords as those which are used on the Contact Center
Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User window appears.

5 In the User name box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
8 In the Confirm password box, type the same password again.
9 Clear the check mark beside User must change password at next logon.
10 Select the check box beside Password never expires.
11 Click Create.

190 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
Contact Center Manager Administration server.
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder.
14 Now you must grant read permissions to both these accounts, as follows:
On the client PC, open Windows Explorer.
15 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 191

Installing the software on the primary server Standard 3.0

16 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

17 Click the Share this folder option button.

192 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

18 Click Permissions.
Result: The Permissions window opens.

19 In the Permissions window, in the Name box, select Everyone (if

available).
20 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups window appears.

Installation and Maintenance Guide 193

Installing the software on the primary server Standard 3.0

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
27 Click Apply.
28 Perform steps 21 to 27 to add read permissions for the iceAdmin user
account.
29 Click OK to save your changes and close the <folder name> Properties
window.

Creating a shared network folder (Contact Center Manager

Administration server member of network domain)
Before creating a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default web site to the network domain account.

To set the directory security account of the server default web site
to the network domain account

Note: This procedure must be completed if you want to create a shared network
folder (Contact Center Manager Administration server member of network
domain). After you set the directory security account of the server default web
site to the network domain account using this procedure, proceed to “Option 1:
To share the folder with read permissions for the Everyone account and enable
Guest account on the client PC” on page 200.

194 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double-click Backup Operators.
6 Click Add.
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain in which the network domain
account belongs. Click OK. Then enter the domain account as
<domainname>/account name.
8 Click OK
Note: If you cannot see the domain account on the Contact Center
Manager Administration server, contact your network administrator for
resolution.
9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 195

Installing the software on the primary server Standard 3.0

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.
Result: The Default Web Site Properties window appears.

196 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 197

Installing the software on the primary server Standard 3.0

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

198 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
Note: If you are logged on to the local machine, and not the domain, enter
your username and password when prompted.
18 Select the network domain, and click OK.
Note: If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
Result: The list of all the user accounts configured on the server appears.
20 From the list of user accounts, select the network domain account, and then
click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
Result: The Authentication Methods window reappears, with the
network domain user account shown, except now the Password box is
empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The Confirm Password window appears.
24 Type the password again, and then click OK.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
25 Click OK to save your changes.
26 Close all windows.
27 You must now reset IIS. Click Start > Run.
28 Type iisreset.
29 Click OK.
30 You are now ready to create a shared network folder (Contact Center
Manager Administration server member of network domain).

Installation and Maintenance Guide 199

Installing the software on the primary server Standard 3.0

You have two options for creating a shared network folder (Contact Center
Manager Administration server member of network domain):
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the client PC. For details, “Option 1: To share
the folder with read permissions for the Everyone account and enable Guest
account on the client PC” on page 200.

or
„ You can share the network folder with Read permissions for the domain/
directory security account used for Contact Center Manager Administration
server. For details, see “Option 2: To share the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server:” on page 204.

Choose the option that best suits your company’s security policy.

Option 1: To share the folder with read permissions for the

Everyone account and enable Guest account on the client PC

Note: To perform this procedure, your server and the client PC must be
members of the same network domain. Additionally, the directory security
account of the server's default web site must be set to the network domain
account. If you are using the IUSR_SWC account, you must replace it with the
network domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of the
server default web site to the network domain account” on page 194, before you
begin this procedure.
1 On the client PC, create a folder to store your user-created report
templates.
2 On the client PC, open Windows Explorer.

200 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 201

Installing the software on the primary server Standard 3.0

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

202 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower portion of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 Double-click the Users folder, and then select Guest in the right pane.
Note: If Guest does not appear in the right pane, the user, Guest, may have
been renamed. If this is the case, you must contact your network
administrator.

Installation and Maintenance Guide 203

Installing the software on the primary server Standard 3.0

14 Right-click Guest, and then select Properties.

Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: To share the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server:

Notes:
„ In this procedure, your server and the client PC must be members of the
same network domain. Additionally, the directory security account of the
server's default web site must be set to the network domain account. If you
are using the IUSR_SWC account, you must replace it with the network
domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of
the server default web site to the network domain account” on page 194,
before you begin this procedure.

204 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

„ Before you perform this procedure, ask your network administrator which
domain account was used on the Contact Center Manager Administration
server for IIS directory security. This is the account that you need to use in
this procedure.
„ If you choose this option, you must manually synchronize any changes
made to the original report with the local copy of the report by using the
menu option Report > Synchronize user imported report templates. (For
scheduled reports only. Ad hoc reports can read the templates from the
network drive.)
„ Nortel recommends that you only synchronize the imported report template
when no scheduled reports are running.
1 On the client PC, create a folder to store your user-created report templates
2 On the client PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 205

Installing the software on the primary server Standard 3.0

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

206 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone (if

available).
8 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
9 Click Add.
Result: The Select Users or Groups window appears.

Installation and Maintenance Guide 207

Installing the software on the primary server Standard 3.0

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that was used
to join the Contact Center Manager Administration server to the network
domain, and then click OK.
Result: The account appears in the Select Users or Groups window.
13 Click OK.
Result: The account appears at the top of the Permissions window.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
15 Click OK.
16 Click OK to save your changes and close the <folder name> Properties
window.

208 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 18. Configure scripting

Introduction
To print scripts from the Scripting component, you must ensure that there is a
default printer configured on the client PC.

To set up a default printer for Scripting

To print scripts while using the Scripting component, you must first configure a
default printer on the client PC. For detailed information about this procedure,
see the Microsoft documentation that comes with your operating system.

To export scripts to a client PC

To export script files to a client PC, you must have the correct access privileges
to save files to the client PC. For details about configuring user access privileges,
see the Microsoft Windows Server 2003 documentation.
If you require additional information about creating and mapping folders, see
your Microsoft documentation.

Installation and Maintenance Guide 209

Installing the software on the primary server Standard 3.0

Step 19. Configure Agent Desktop Display

parameters on the server

Introduction
Note: The Agent Desktop Display component only functions if you are using
the multicast communication method from the Contact Center Manager
Administration server to the client PC.

To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must also
have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly.

210 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To configure Agent Desktop Display parameters on the server

1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.

2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see “Step 14.
Configure Real-Time Reporting” on page 155.
Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

Installation and Maintenance Guide 211

Installing the software on the primary server Standard 3.0

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
Note: When the number of agents who have logged on to the application
reaches this number, any additional agents who try to log on will receive a
message informing them to try again later. If you do not type a value in this
box, the system uses the default value of 1000 agents. The maximum value
that you can type in this box is 3000 agents. For information about
performance and sizing requirements for Contact Center Manager
Administration, see the Contact Center Planning and Engineering Guide.
5 In the View mode list, select the mode in which you want to view the data
that has been collected.
„ Moving window: In moving window mode, statistics shown represent
the last 10 minutes of system activity.
„ Interval-to-date: In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 Select the check box next to Agents phoneset login required for ADD if
you require that your agents be logged on to their phonesets before they
can launch Agent Desktop Display. If you do not require that your agents be
logged on to their phoneset before they can launch Agent Desktop Display,
do not select the check box next to Agents phoneset login required for
ADD.
Note: When this option is turned off, and an agent logs on to the Agent
Desktop Display client application, the agent will only see data if other
agents are logged on to skillsets to which the agent is assigned.
7 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents will not be prompted to
download the upgrade when an Agent Desktop Display client upgrade
becomes available.
8 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
9 Click the check box in the Show column if you want to add the statistics
column to the displays.

212 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

10 Arrange the order in which the statistics columns appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
11 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you have not set the threshold levels in the Configuration
component of Contact Center Manager Administration or in Contact Center
Manager Server, the values appear in white in the Agent Desktop Display.
12 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.
13 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
14 Click Once to indicate that a beep should occur only once, or click
Continuously to indicate that a beep should occur continuously until the
statistic reaches an acceptable value.
15 Click Save.

Installation and Maintenance Guide 213

Installing the software on the primary server Standard 3.0

Step 20. Change the iceAdmin user account

password (optional)

This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to “Step 21. Configure language support
(other than English)” on page 218.

After you have installed Contact Center Manager Administration 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.

Note: If you have forgotten or misplaced the iceAdmin password, then you must
reset it. For details, see “To reset the iceAdmin password in Windows” on page
1922.

ATTENTION
When you install Contact Center Manager
Administration, the Contact Center Manager
Administration setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration 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 Contact Center
Manager Administration either as webadmin or as any
other user.

To change the password for the iceAdmin user account

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.

214 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.
3 Click the IceAdmin Password Change folder in the left pane.
Result: The IceAdmin Password Change window appears.

Installation and Maintenance Guide 215

Installing the software on the primary server Standard 3.0

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change window appears.

5 In the Old Password box, type the old password for this account.
6 In the New Password box, type the new password for the iceAdmin user
account.
7 In the Confirm Password box, type the password again.
8 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 9.

216 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
9 Click OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components.

Installation and Maintenance Guide 217

Installing the software on the primary server Standard 3.0

Step 21. Configure language support (other

than English)

Introduction
If you are only going to work in English across all platforms, then you can skip
this step and proceed directly to “Step 22. Install the XML Automated
Assignments feature (optional)” on page 239.

If you want your Contact Center Manager Administration to support languages

other than English, you must configure language support by following the
procedures in this section.

Contact Center Manager Administration supports two levels of language

support:
„ Solely internationalized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are in
English, but you have the ability to handle user inputs (such as agent and
supervisor names that contain non-ASCII characters), and the ability to
handle date and time formats from a different regional time zone.
„ International and Localized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are
translated into one of four supported languages (French, German,
Traditional Chinese, Japanese). You also have the ability to handle user
inputs (such as agent and supervisor names that contain non-ASCII
characters), and the ability to handle date and time formats from a different
regional time zone.

To configure Contact Center Manager Administration to work in a solely

internationalized environment (other than English), you must complete the
following tasks:

218 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility” on page 222.
2. Edit your locales.dat file to reflect the appropriate language family. For
details, see “To edit the locales.dat file” on page 224.
3. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “To change the Windows Regional
Settings” on page 226.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server” on page 229.

To configure Contact Center Manager Administration to work in an international

and localized environment (other than English), you must complete the
following tasks:
1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility” on page 222.
2. Edit your locales.dat file to reflect the appropriate language family. For
details, see “To edit the locales.dat file” on page 224.
3. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “To change the Windows Regional
Settings” on page 226.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server” on page 229.
5. Prepare the Contact Center Manager Administration server for installing
the language pack. For details, see “Prepare the server for installing a
language pack” on page 229.

Installation and Maintenance Guide 219

Installing the software on the primary server Standard 3.0

6. Install the language pack on the Contact Center Manager Administration

server. For details, see “To install a language pack” on page 230.
7. Change the language preferences in Internet Explorer for the Contact
Center Manager Administration server (only of you are using the Contact
Center Manager Administration server as a client PC). For details, “To set
the language preferences in Internet Explorer” on page 235.

ATTENTION
When installing and configuring the software on the
Contact Center Manager Administration server, you cannot
install a non-English version of the operating system over
a previously installed English version of the operating
system. Instead, you must ensure that the Contact Center
Manager Administration server is completely clean and
free of all English operating system components before
proceeding with the non-English installation. Failure to
do so results in functionality problems in Contact Center
Manager Administration.

Using Contact Center Manager Administration in an international and

localized environment (other than English)
If the operating systems on the Contact Center Manager Administration server,
client PC, and server in Contact Center Manager Server belong to the Latin 1
language family and you have installed the French and German language packs
on the Contact Center Manager Administration server, then users in the same
contact center can view Contact Center Manager Administration in French,
English, or German by changing the language preference settings in their
browser. This is particularly useful in a contact center that supports multiple
languages, such as English and French.

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the Japanese
language family and you have installed the Japanese language pack on the
Contact Center Manager Administration server, then users in the same contact
center can view Contact Center Manager Administration in Japanese or English
by changing the language preference settings in their browser. Note: English is
supported in this environment for reasons outlined in “Language families and
compatibility” on page 222.

220 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the Traditional
Chinese language family and you have installed the Traditional Chinese
language pack on the Contact Center Manager Administration server, then users
in the same contact center can view Contact Center Manager Administration in
Traditional Chinese or English by changing the language preference settings in
their browser. Note: English is supported in this environment for reasons
outlined in “Language families and compatibility” on page 222.

Coresident servers
If your Contact Center Manager Administration is coresident with other Contact
Center 6.0 applications, certain limitations apply with respect to working in
languages other than English.

On coresident servers that contain Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit, the only
supported language version of the Windows Server 2003 operating system is
English.

That is, if you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server and Communication
Control Toolkit, then Contact Center Manager Administration will not support
French, German, Traditional Chinese, or Japanese Windows operating systems.
Contact Center Manager Administration will only support English operating
systems.

On coresident servers that contain Contact Center Manager Server and Contact
Center Manager Administration, the only supported language versions of the
Windows Server 2003 operating system are:
„ English
„ Japanese
„ Traditional Chinese

That is, if you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then Contact Center
Manager Administration will not support French or German Windows operating
systems. Contact Center Manager Administration will only support English,
Traditional Chinese, and Japanese Windows operating systems.

Installation and Maintenance Guide 221

Installing the software on the primary server Standard 3.0

Language families and compatibility

For Contact Center Manager Administration to function properly, the language
family of the operating systems must be the same across all platforms in the
network—the Contact Center Manager Administration server, client PCs, and
Contact Center Manager Server. That is, the operating systems of each of the
platforms are only compatible if the languages versions of the operating systems
belong to the same language family.

There are three language families that Contact Center Manager Administration
recognizes:
„ Latin 1 Includes all the Western European languages that use the Latin 1
character set (including English, French, German)
„ Traditional Chinese This language has its own distinct multi-byte
character set and, therefore, belongs to an individual language family
„ Japanese This language has its own distinct multi-byte character set and,
therefore, belongs to an individual language family

Note: Although English belongs to the Latin 1 language family, the character
sets for English are included in all language families. Therefore, you can display
English on a system configured in any language family by changing the
language preferences in the Internet Explorer browser.

Compatibility and the Latin 1 language family

As long as the language versions of the operating systems on the Contact Center
Manager Server, the Contact Center Manager Administration server, and the
client PC belong to the same language family (for example, Latin 1), the
platforms can coexist on the same network. For example, in your network you
can have a server in Contact Center Manager Server that has an English
operating system, a Contact Center Manager Administration server with a
German operating system, and a client PC with a French operating system. All
of these languages belong to the same family (Latin 1) and, therefore, can
coexist in the same network. In this case, the language preference setting on the
client PC browser determines the language in which the application appears.

222 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

This is particularly useful if your contact center supports multiple languages,

such as English and French. In this scenario, agents in the contact center can
choose whether they want to view Contact Center Manager Administration in
English or French (or even German because it belongs to the same language
family), just by changing the browser settings on their PC.

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the same
language family, and you have installed the French and German language packs
on the Contact Center Manager Administration server, then users in the same
contact center can view Contact Center Manager Administration in French,
English, or German by changing the language preference settings in their
browser. This is particularly useful in a contact center that supports multiple
languages, such as English and French.

Note: If you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then Contact Center
Manager Administration will not support French or German operating systems.
It will only support English, Traditional Chinese, and Japanese operating
systems.

Compatibility and the Japanese language family

Because Japanese belongs to its own language family, you can only view and
enter Japanese text in Contact Center Manager Administration if you have
installed Japanese operating systems on the Contact Center Manager Server, the
Contact Center Manager Administration server, and each client PC. You must
also configure the server in Contact Center Manager Server to handle Japanese,
install the Japanese language pack on the Contact Center Manager
Administration server, and configure the browser’s language preferences for
Japanese on both the Contact Center Manager Administration server and client
PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Japanese by
changing the browser settings on their PC.

Note: While it is possible to switch from Japanese to English and vice-versa, it

is not possible to switch from Japanese to Traditional Chinese because these
languages belong to different language families.

Installation and Maintenance Guide 223

Installing the software on the primary server Standard 3.0

Compatibility and the Traditional Chinese language family

Because Traditional Chinese belongs to its own language family, you can only
view and enter Traditional Chinese text in Contact Center Manager
Administration if you have installed Traditional Chinese operating systems on
the Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC. You must also configure the server in Contact Center
Manager Server to handle Traditional Chinese, install the Traditional Chinese
language pack on the Contact Center Manager Administration server, and
configure the browser’s language preferences for Traditional Chinese on both
the Contact Center Manager Administration server and client PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Traditional Chinese
by changing the browser settings on their PC.

Note: While it is possible to switch from Traditional Chinese to English and

vice-versa, it is not possible to switch from Traditional Chinese to Japanese
because these languages belong to different language families.

Operating systems and the Contact Center Manager Server

When installing language packs on Contact Center Manager Administration you
must ensure that the required language version of Windows Server 2003 is
installed on the Contact Center Manager Server as follows:
„ For French and German, ensure that the Contact Center Manager Server
Release 6.0 US English software is installed on the US English version, or
the appropriate localized version, of Windows Server 2003.
„ For Japanese, ensure that the Japanese version of Windows Server 2003 is
installed.
„ For Traditional Chinese, ensure that the Traditional Chinese version of
Windows Server 2003 is installed.

To edit the locales.dat file

The locales.dat file controls the character set that is used for communication
between the Contact Center Manager Administration and the Contact Center
Manager Server. To edit the locales.dat file, you can use the utility that comes
with Contact Center Manager Administration and is stored on the Contact
Center Manager Administration server. You can access this utility from the

224 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Contact Center Manager Administration server when used as a client PC, by first
logging on to Contact Center Manager Administration, and then opening the
utility through the browser window. With this utility, you can configure the
system to handle the character set of the language family with which you want
Contact Center Manager Administration to work.
1 From the Contact Center Manager Administration server when used as a
client PC, open Internet Explorer and log on to Contact Center - Manager.
Note: If you have not already logged on to Contact Center - Manager for
the first time, you will need to complete the steps in Chapter 4, “Configuring
the client PC and agent workstations” before completing the steps in this
procedure.
2 In the browser’s address box, type the following:
http://<localhost>/locales.asp
where localhost is the name or IP address of the Contact Center Manager
Administration server.
3 Press Enter.
Result: The utility opens.

Installation and Maintenance Guide 225

Installing the software on the primary server Standard 3.0

4 Click Browse to navigate to the c:/sybase/locales/locales.dat file, where

c: is the drive on which you installed Sybase Open Client v.12.5.
5 From the Language Option list, select the appropriate language. You can
choose from Latin 1, Japanese, and Traditional Chinese.
6 Click Set Locale to save your changes.

To change the Windows Regional Settings

If you are using either the Japanese or Traditional Chinese versions of Contact
Center Manager Administration, you must change the Regional Settings on the
Contact Center Manager Administration server. It is not necessary to perform
this procedure if you are using the English, French, or German versions of the
software because all of these languages are displayed properly with the Regional
Settings set to the default language, English.

Note: You must insert the operating system CD in the server before performing
this procedure.

226 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

1 On the Contact Center Manager Administration server, click Start >

Control Panel > Regional and Language Options.
Result: The Regional and Language Options window appears.

Installation and Maintenance Guide 227

Installing the software on the primary server Standard 3.0

2 Click the Languages tab.

Result: The Languages tab opens.

3 In the Supplemental language support section, click the check box

beside Install files for East Asian languages.
Result: The system installs the appropriate language files from the
operating system CD.
4 On the Regional Options tab, from the box in the Standards and formats
section, choose the appropriate locale:
„ for Traditional Chinese, choose Chinese (Taiwan)
„ for Japanese, choose Japanese
5 Click OK to save your changes and close the Regional and Language
Options window.

228 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

To ensure that the required Service Updates for the language pack are
installed on the Contact Center Manager Server
For Traditional Chinese and Japanese, you need to ensure that the required
Service Updates are on the Contact Center Manager Server. For details about
how to install Service Updates, refer to the Contact Center Manager Server
Installation and Maintenance Guide.

The following Service Updates must be installed on the Contact Center Manager
Server:
„ For Japanese, the NS040206SU08S PEP (or later) and the
N10402JAPANESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.
„ For Chinese, the NS040206SU08S PEP (or later) and the
N10402TCHINESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.

Prepare the server for installing a language pack

Before you install a language pack ensure that:
„ the Contact Center Manager Administration software and all required third-
party software (especially Sybase Open Client version 12.5) is installed.
„ you have installed required language version of Windows Server 2003
Enterprise Edition or Standard Edition for the language packs that you wish
to install.
For example,
„ Windows Server 2003 Enterprise Edition or Standard Edition Latin 1
language support (or the localized version of the operating system) for
French or German language packs
„ the Japanese version of Windows Server 2003 Enterprise Edition or
Standard Edition for Japanese language packs
„ the Traditional Chinese version of Windows Server 2003 Enterprise
Edition or Standard Edition for Traditional Chinese language packs.
„ there are at least 225 megabytes (MB) of free disk space on the Contact
Center Manager Administration server for the required language pack.

If these conditions are met, you are ready to install a language pack.

Installation and Maintenance Guide 229

Installing the software on the primary server Standard 3.0

To install a language pack

The default language setting for the Contact Center Manager Administration
software is English. However, the Contact Center Manager installation DVD
includes separate language packs for:
„ French
„ German
„ Japanese
„ Traditional Chinese

Each language pack contains translated Historical Reporting templates, online

Help, and various other files that are required for working in the language you
have chosen.

Follow the procedure in this section to install a language pack on the Contact
Center Manager Administration server.

Notes:
„ After you install a language pack, if you subsequently want to uninstall the
Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center
Manager Administration software. For more information, see “To uninstall
a language pack” on page 237.

230 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

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

Result: The Add or Remove Programs window appears.

2 In the left pane, click Add New Programs.

Result: The Add or Remove Programs window appears.
3 Click CD or Floppy to indicate that you want to install the language pack
from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.

Installation and Maintenance Guide 231

Installing the software on the primary server Standard 3.0

4 Click Next.
Result: The Run Installation Program window appears

5 Click Browse to navigate to the location of the language pack that you want
to install. All language packs are located in the root directory of the Contact
Center Manager installation DVD, in the Language Packs folder. Navigate
to this folder, and within it, double-click the folder corresponding to the
language pack that you want to install.
6 In this folder, click the.exe file for language pack that you want to install. For
example, to install the Japanese language pack, navigate to the Language
Packs/Japanese Language Pack folder, and then click the Japanese
language pack.exe file.
Result: The path to the correct language pack.exe file appears in the Open
box.

232 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

7 Click Finish.
Result: The InstallShield Wizard window appears briefly, followed by the
Windows Installer window. When the installer finishes its prerequisite
check, the Welcome window appears.

8 Click Next.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 233

Installing the software on the primary server Standard 3.0

9 Click Install.
Result: The Installing Contact Center Manager Administration - X
Language Pack window appears (where X is the language you have
chosen).

10 The program copies and installs the required files. When it is finished, the
InstallShield Wizard Completed window appears.

234 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

11 Click Finish.
Tip: You can view the language packs that you have installed on the server
by clicking Start > Control Panel > Add or Remove Programs. The Add or
Remove Programs window lists the language packs installed on the server
and their version numbers.

To set the language preferences in Internet Explorer

You must perform this procedure on each client PC that will connect to the
Contact Center Manager Administration server to use Contact Center Manager
Administration. Perform this procedure on the Contact Center Manager
Administration server only if you will also be using it as a client PC.

Notes:
„ If you have not installed and configured a client PC, you will need to
complete the steps in Chapter 4, “Configuring the client PC and agent
workstations” before completing the steps in this procedure.
„ You can display English on a system configured in any language family by
changing the language preferences in the Internet Explorer browser.
„ In addition to these steps, you must also set the proper security level
settings in the browser. For more information, see “Step 3. Configure
Internet Explorer” on page 255.

Installation and Maintenance Guide 235

Installing the software on the primary server Standard 3.0

1 In Internet Explorer, click Tools > Internet Options.

Result: The Internet Options window appears.

2 Click Languages.
Result: The Language Preferences window appears.

3 Verify that the language you want to use appears in the Language box. The
codes for the languages supported by Contact Center Manager
Administration are as follows:

236 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

„ English [United States] [en-us]

„ French [France] [fr]
„ German [Germany] [de]
„ Chinese [Taiwan] [zh-tw]
„ Japanese [ja]
4 If the language does not appear in the box, then you must add it as follows:
a. Click Add.
Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then
click OK.
Result: The language now appears in the Language Preferences
window.
5 In the Language box, click the appropriate language.
6 Click Move Up until the language appears at the top of the box.
7 Click OK to close the Language Preferences window.
8 Click OK to close the Internet Options window.

To uninstall a language pack

To uninstall a language pack, follow this procedure.

Note: After you install a language pack, if you subsequently want to uninstall
the Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center Manager
Administration software.
1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.

Installation and Maintenance Guide 237

Installing the software on the primary server Standard 3.0

2 In the Add or Remove Programs window, select the language pack that you
want to uninstall.

3 Click Remove.
4 The program asks you to confirm your choice. Click Yes.
5 The program removes the language pack from the Contact Center Manager
Administration server.

238 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 22. Install the XML Automated

Assignments feature (optional)

Introduction
The XML Automated Assignments feature lets you simultaneously update
multiple supervisor and skillset assignments by creating a specially formatted
XML file.

This is an optional feature which is used in conjunction with the Contact Center
Management component. If you do not want to install this feature, then you are
finished installing and configuring Contact Center Manager Administration. You
can now proceed to “Step 23. Copy latest user guides to the CCMA server” on
page 242.

For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link on their
web site at www.nortel.com/developer. General information about the Developer
Program, including an online membership application, is also available on this
site.

For overview information and details about using the XML Automated
Assignments feature, see the Contact Center - Manager Administrator’s Guide.

To install the XML Automated Assignments feature

1 Insert the Contact Center Manager installation DVD into the drive.
2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click the file Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

Installation and Maintenance Guide 239

Installing the software on the primary server Standard 3.0

5 Click Next.
Result: The Customer Information window appears.

6 Type your username and the name of your organization, and then click
Next.
Result: The Destination Folder window appears.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files

240 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
Result: The Ready to Install the Program window appears.

8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
9 Click Finish to complete installing the program.

Installation and Maintenance Guide 241

Installing the software on the primary server Standard 3.0

Step 23. Copy latest user guides to the CCMA

server

Introduction
Supervisors and administrators can access certain documentation directly
through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
Administration server.

The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection web site (www.nortel.com/helmsman).

Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.

To copy the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
Note: Only the following guides can be accessed directly from Contact
Center Manager Administration. However, the remaining guides from the
Contact Center 6.0 documentation suite are also available on Helmsman
and can be downloaded to the directory of your choice.
„ Contact Center Supervisor’s Guide
„ Contact Center Administrator’s Guide
„ Contact Center What’s New Guide
„ Contact Center NCC Administrator’s Guide

242 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

„ Contact Center Historical Reporting and Data Dictionary

„ Contact Center Scripting Guides
5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
...\program files\Nortel Network\WClient\Apps\documentation\guides
6 Ensure the file names match the links from the application:
„ Supervisors Guide.pdf
„ Administrators Guide.pdf
„ Whats New Guide.pdf
„ NCC Administrators Guide.pdf
„ HRDD.pdf
„ M1 Scripting Guide.pdf

Note: You must download Adobe Acrobat Reader on the client PCs to launch
the guides from the Contact Center Manager Administration server.

Installation and Maintenance Guide 243

Installing the software on the primary server Standard 3.0

Step 24. Activate master scripts

Introduction
Note: When you create a new script, or modify an existing inactive script, you
must validate the script manually before it can be activated.

When you change an existing, active script, the system automatically validates
the changes you make when you activate the script again.

To activate the master script

1 Log on to Contact Center Manager Administration.
2 On the system tree, click the server containing the master script that you
want to activate.
3 Click Script Manager.
Result: The Script Manager window appears, listing all scripts on the
server.
4 Click the Master script.
5 Click File > Activate.
Result: A message box appears, asking you to confirm your choice.
6 Click OK.
Result: The system activates the script. The script’s status changes to
Active when the activation process has finished successfully.

244 Nortel Contact Center Manager Administration

May 2006 Installing the software on the primary server

Step 25. Other postinstallation tasks

Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks, if you have not already done so:
„ Configure the Windows SNMP service on the server.
„ Select the types of events you want to forward to the NMS.
„ Configure the NMS.

For more information, see Chapter 16, “Working with CCMA events.”.

Verify your security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Manager Administration, refer to Chapter 18, “Managing security.”

What’s next?
Proceed to Chapter 4, “Configuring the client PC and agent workstations.”

Installation and Maintenance Guide 245

Installing the software on the primary server Standard 3.0

246 Nortel Contact Center Manager Administration

Chapter 4

Configuring the client PC and agent

workstations

In this chapter
Overview 248
Section A: Preparing the client for CCMA 251
Section B: Logging on to CCMA for the first time 277
Section C: Configuring agent workstations 299

Installation and Maintenance Guide 247

Configuring the client PC and agent workstations Standard 3.0

Overview

Introduction
To log on to Contact Center Manager Administration 6.0, you need to install and
configure a client PC at your client workstations. A client PC can be any
computer in your network, including the Contact Center Manager
Administration server.

Each client PC must be configured with Internet Explorer 6.0 with the latest
supported service pack and be supported by one of the following operating
systems:
„ Windows 2000 Professional
„ Windows 2000 Server
„ Windows 2000 Advanced Server
„ Windows XP Professional
„ Windows Server 2003

Note: For information about the service packs that have been validated with
Contact Center Manager Administration, consult the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List located at
www.nortel.com.

Third-party software and controls

Each Contact Center Manager Client PC in Contact Center Manager
Administration requires different third-party software and controls, depending
on which platform the client runs:
„ Internet Explorer version 6.0 with the latest supported service pack for all
clients. For information about the service packs that have been validated
with Contact Center Manager Administration, consult the Contact Center
Portfolio Service Packs Compatibility and Security Hotfixes Applicability
List located at www.nortel.com.
„ Simple Object Access Protocol (SOAP) version 3.0 merge module (a
Microsoft standard component required by all clients running Windows

248 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Server 2003, Windows XP, or Windows 2000 Professional). For details,

see “Step 4. Install Simple Object Access Protocol” on page 270.

A number of controls are required for proper functionality in Contact Center

Manager Administration components. For a complete listing of the controls
required on the client PC, see “Controls that are downloaded to the client PC” on
page 287.

If you want agents to be able to launch the Agent Desktop Display, you must
install these components on each applicable client PC.

This chapter provides instructions for installing and configuring the required
software on the client PCs.

Installation and Maintenance Guide 249

Configuring the client PC and agent workstations Standard 3.0

250 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Section A: Preparing the client for

CCMA

In this section
Step 1. Configure the display 252
Step 2. Upgrade the browser on client workstations 254
Step 3. Configure Internet Explorer 255
Step 4. Install Simple Object Access Protocol 270
Step 5. Install .NET Framework v. 1.1 (optional) 274

Installation and Maintenance Guide 251

Configuring the client PC and agent workstations Standard 3.0

Step 1. Configure the display

On each client PC, you must configure the display settings so that all Contact
Center Manager Administration components are displayed correctly in the
browser window.

To configure the display settings on the client PCs

Note: This procedure is written for Windows Server 2003. If you have a
different operating system on the client PC, the steps may vary.
1 On the client PC, click Start > Control Panel > Display.
Result: The Display Properties window appears.

2 Click the Appearance tab.

3 In the Font size box, select Normal. If you do not select Normal, some
items may not be displayed correctly in the browser.
4 Click the Settings tab.

252 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

5 Set the screen resolution to 1024 X 768. (Nortel recommends this

resolution to accommodate billboard collection.)
6 Click OK.

Installation and Maintenance Guide 253

Configuring the client PC and agent workstations Standard 3.0

Step 2. Upgrade the browser on client

workstations

Introduction
To access Contact Center Manager Administration with a client PC, you must
upgrade the browser to Internet Explorer 6.0 with the latest supported service
pack on each client workstation. For information about the service packs that
have been validated with Contact Center Manager Administration, consult the
Contact Center Portfolio Service Packs Compatibility and Security Hotfixes
Applicability List located at www.nortel.com.

If your client PCs are already running Internet Explorer 6.0 with the latest
supported service pack, proceed directly to “Step 3. Configure Internet
Explorer” on page 255.

To upgrade Internet Explorer on the client PC

To get the latest service pack for Internet Explorer, go to the Microsoft
download page located at www.microsoft.com.

Search for downloads for Internet Explorer and select the latest service pack to
install.

254 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Step 3. Configure Internet Explorer

Introduction
To access Contact Center Manager Administration with a client PC, you must
configure the browser (Internet Explorer 6.0 with the latest supported service
pack) on each client workstation.

When you configure Internet Explorer 6.0, you configure the Contact Center
Manager Administration server as a Trusted Site, and either disable all cookies
or block cookies to the desired level of security.

The supported operating systems for Internet Explorer 6.0 on the client PC are:
„ Windows 2000 Professional
„ Windows 2000 Server
„ Windows 2000 Advanced Server
„ Windows XP Professional
„ Windows Server 2003

For information about security issues and Internet Explorer, see “About ActiveX
control security” on page 255.

In order for all components of Contact Center Manager Administration

components to function correctly, you must disable pop-up blockers on Internet
Explorer. For details, see “To disable pop-up blockers on Internet Explorer” on
page 263.

About ActiveX control security

This section includes information about security issues related to ActiveX
Controls. It is separated into three main parts:
„ digital signatures
„ code signing certificates (for digital signatures)
„ Trusted Sites zone and Safe for Scripting

Installation and Maintenance Guide 255

Configuring the client PC and agent workstations Standard 3.0

Digital signatures
All controls provided with Contact Center Manager Administration are
contained within .cab files that are digitally signed either by Nortel or by the
third-party vendor of origin. Signing the .cab file verifies that the software
originated from a trusted source. The signed .cab file cannot be altered without
invalidating the signature, which validates that the contents of the .cab file
(including the control) also originated from a trusted source.

If the browser’s security settings stipulate that a control must be signed before
being downloaded, Internet Explorer checks whether the .cab file containing the
control is signed before downloading an ActiveX control to the client PC. If the
signature is valid, the control is downloaded to the client PC.

Code signing certificates (for digital signatures)

A code signing certificate is used by software publishers to sign code that they
develop and distribute. A signature given by a code signing certificate validates
that the file has originated from a trusted source and has not been altered since it
was originally published.

This type of certificate is valid for a specified period of time (usually one year)
during which time software developers can use it to sign binary files with their
digital signature. The code signing certificate can expire (usually after one year)
without invalidating the signature. Provided the digital signature includes a
timestamp, the only other requirement for the validity of the digital signature is
that the code signing certificate be valid when the code is digitally signed. The
digital signature includes a timestamp taken from a trusted server to prove the
date on which the code was signed.

Note: Secure Sockets Layer (SSL) certificates are different in that they are not
useful once they have expired.

For Contact Center Manager Administration, Nortel uses a code signing

certificate purchased from VeriSign that is renewed each year. The digital
signatures for Contact Center Manager Administration are timestamped against
VeriSign's servers.

For information about VeriSign’s code signing certificates, see

www.verisign.com.

256 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Trusted Sites Zone and Safe for Scripting

Contact Center Manager Administration uses some controls that are not marked
as “safe for scripting.” To run these controls, you must set the Internet Explorer
security setting Initialize and script ActiveX Controls not marked safe for
scripting to Enable (see “Step 2. Upgrade the browser on client workstations”
on page 254 for more details). Because this setting is required, Nortel
recommends that you add the Contact Center Manager Administration server as
a Trusted Site in Internet Explorer. When you do so, the security settings
required by Contact Center Manager Administration do not apply to other web
sites in the intranet and Internet zones. This is seen as a more secure solution
because it limits the access to these controls.

If these controls were marked as “safe for scripting,” they would be available to
all intranet and Internet zone web sites; however, because these controls are not
marked “safe for scripting,” they are only available to trusted sites, a more
secure solution.

Installation and Maintenance Guide 257

Configuring the client PC and agent workstations Standard 3.0

To configure Internet Explorer 6.0 on the client PC

ATTENTION „ If the client PC is running Windows XP Service Pack 2, in

addition to the procedures below, there are additional steps
that you must perform to configure the browser for Contact
Center Manager Administration. For details, see
“Additional procedures for configuring Internet Explorer
on client PCs running Windows XP with SP2,” on page
263.
„ If the client PC is running Windows Server 2003 with the
latest supported service pack, in addition to the procedures
below, there are additional steps you must perform to
configure the browser for Contact Center Manager
Administration. For details, see “Additional procedures for
configuring Internet Explorer on client PCs running
Windows Server 2003 with the latest supported Service
Pack,” on page 265.

1 Start Internet Explorer 6.0 or later.

2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.

258 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

3 Click the Security tab.

Result: The Security tab opens.

Installation and Maintenance Guide 259

Configuring the client PC and agent workstations Standard 3.0

4 Click the Trusted Sites icon.

Result: The Trusted Sites information appears in the window.
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 or
Prompt is selected for the following ActiveX control and plug-in:
„ Download signed ActiveX Controls
Note: All controls required for Contact Center Manager Administration
components are contained within .cab files that are digitally signed. If you
select Enable, Internet Explorer does not notify you that it is downloading a
required control. The control is automatically downloaded to the client PC
the first time it is required by the Contact Center Manager Administration
component in which you are working. If you select Prompt, the first time
that the control is required by a Contact Center Manager Administration
component a dialog box will be displayed prompting you to accept the
control. For details, see “Step 9. Install and configure Agent Desktop
Display,” on page 300.
Ensure that Enable is selected for the following ActiveX Controls and plug-
ins:
„ Initialize and script ActiveX Controls not marked safe for scripting
„ Run ActiveX Controls and plug-ins

260 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

„ Script ActiveX Controls marked safe for scripting

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 the Privacy tab to choose the way you want to handle cookies
Result: The Privacy tab opens.

9 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.
10 Click Apply.
Result: The system applies your privacy setting.
11 Click the Security tab.
12 Click the Trusted Sites icon.

Installation and Maintenance Guide 261

Configuring the client PC and agent workstations Standard 3.0

13 Click Sites.
Result: The Trusted sites window appears.

14 Clear the Require server verification {https:} for all sites in this zone
check box.
15 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. For
example, http://<Contact Center Manager Administration Server Name>.
Note: If you used the fully qualified domain name in the SOAP
Configuration Parameters window when you installed Contact Center
Manager Administration on the Contact Center Manager Administration
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.
16 Click Add.
17 In the Add this Web site to the zone box, type about:blank.
18 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.
19 Ensure that about:blank appears correctly in the Web sites box (without
the http:// prefix and without spaces).
20 Click OK to return to the Internet Options window.
21 Click the Advanced tab.

262 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

22 Under Browsing, clear the Reuse windows for launching shortcuts

check box.
23 Click OK to exit the Internet Options window.
24 Restart Internet Explorer 6.0 to activate your changes.

To disable pop-up blockers on Internet Explorer

In order for all components of Contact Center Manager Administration
components to function correctly, you must disable pop-up blockers on Internet
Explorer.

Note: This procedure is applicable to the Yahoo pop-up blocker. If you have
other types of pop-up blockers on Internet Explorer, you must follow a similar
procedure to disable them.
1 Open the Internet Explorer browser window.
2 On the Yahoo toolbar along the top of the browser window, put the cursor
over each of the buttons until you find the one that says Pop-Up Blocker Is
On or that says Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click the button that says Pop-Up Blocker Is On or that says Pop-Up
Blocker Is Off to expand the menu.
4 Ensure that the option Enable Pop-Up Blocker is switched off.

Additional procedures for configuring Internet Explorer on client PCs

running Windows XP with SP2
If the client PC is running Windows XP Service Pack 2, in addition to the
procedures in “To configure Internet Explorer 6.0 on the client PC,” on page
258, you must either add Internet Explorer to the firewall exceptions list or open
multicast and unicast ports.

To add Internet Explorer to the firewall exceptions list

For further details about adding programs or services to the firewall exceptions
list, consult www.microsoft.com.

Installation and Maintenance Guide 263

Configuring the client PC and agent workstations Standard 3.0

1 On the client PC, click Start > Control Panel > Security Center >
Windows Firewall.
2 On the Exceptions tab, under Programs and Services, select Internet
Explorer.
Note: If Internet Explorer is not listed, go to “If Internet Explorer is not
listed in the Exceptions tab,” on page 264.
3 Click OK.

If Internet Explorer is not listed in the Exceptions tab

1 On the Exceptions tab, click Add Program.
2 In the Add a Program dialog box, click Internet Explorer, and then click
OK.
Result: Internet Explorer will appear, selected, on the Exceptions tab,
under Programs and Services.
3 Click OK.

As an alternative to adding Internet Explorer to the firewall exceptions list, you

can open the multicast and/or unicast ports. For details, see the procedure below.

To open multicast and unicast ports in Windows XP with Service

Pack 2
For further details about opening ports, consult Microsoft documentation at
www.microsoft.com.

The following ports must be opened individually using the procedure below:
„ Emergency Help, UDP
8200
„ Multicast real-time reports, UDP
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
„ Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1 Click Start > My Network Places.
2 Under Network Tasks, click View Network Connections.
3 Right-click the connection that you use for the Internet, and then click
Properties.

264 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

4 Click the Advanced tab, and then click Settings.

Note: If the Settings button is unavailable, Internet Connection Firewall is
not enabled on this connection, and you do not have to open any ports
(because they are all already open).
5 Click Add to open a new port.
6 In the Description box, type a name for the port. For example, type File
Sharing : Port 445.
7 In the Name or IP address of the computer hosting this service on
your network box, type 127.0.0.1.
Note: You can specify the IP address of an internal computer. But you
typically will use 127.0.0.1.
8 In the External port and Internal port boxes, type the port number.
Generally, this number is the same.
9 Click either TCP or UDP, and then click OK.
10 Repeat steps 1 through 9 for each port that you want to open.

For further details on compatibility issues with Windows XP with Service Pack
2, 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.

Additional procedures for configuring Internet Explorer on client PCs

running Windows Server 2003 with the latest supported Service Pack
The latest supported service pack for Windows Server 2003 contains several
security enhancements to Internet Explorer. These new Internet Explorer
security enhancements can impact Contact Center Manager Administration 6.0
client operation if Internet Explorer is not configured properly.

Configure Internet Explorer with the following settings on all servers using
Windows Server 2003 with the latest supported service pack that are used to
launch Contact Center Manager Administration client sessions.

Installation and Maintenance Guide 265

Configuring the client PC and agent workstations Standard 3.0

To configure Internet Explorer on application and client servers

using Windows Server 2003 with the latest supported service pack

Note: For client PCs, these configuration settings are in addition to the
configuration settings detailed in “To configure Internet Explorer 6.0 on the
client PC,” on page 258.
1 Start Internet Explorer 6.0 or later.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.

266 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

3 Click the Security tab.

Result: The Security tab opens.

4 Click the Trusted Sites icon.

Result: The Trusted Sites information appears in the window.

Installation and Maintenance Guide 267

Configuring the client PC and agent workstations Standard 3.0

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.

6 Under the .NET Framework-reliant components heading, ensure that

Enable or Disable is selected for the following:
„ Run components not signed with Authenticode
„ Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following:
„ Automatic prompting for ActiveX controls
Under the Downloads heading, ensure that Enable is selected for the
following:
„ Automatic prompting for file downloads
7 Click OK.
Note: If you have enabled any ActiveX options, a message box appears,
asking you to confirm your choice. Click Yes.
Result: The Internet Options window reappears.
8 Click OK to exit the Internet Options window.

268 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

9 On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up
Blocker Settings.
Result: The Pop-up Blocker settings window appears.

10 In the Address of Web site to allow field, type the Contact Center
Manager Administration website address (for example, http://pbrwd0p0)
11 Click Add.
12 Click Close.
13 Restart Internet Explorer to activate your changes.

Installation and Maintenance Guide 269

Configuring the client PC and agent workstations Standard 3.0

Step 4. Install Simple Object Access Protocol

Introduction
For Contact Center Manager Administration 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 Contact Center Manager Administration server and that runs any one of the
following operating systems:
„ Windows Server 2003, Windows XP, Windows 2000 Professional

SOAP provides a means of communication between applications running on

different operating systems, with different technologies and programming
languages.

Note: If you are running the client browser on the Contact Center Manager
Administration server, SOAP is already installed on the server. Therefore, you
can skip this step and proceed directly to “Step 6. Accept the license agreement
in Server Utility” on page 278.

To install Simple Object Access Protocol

When you use the client PC to connect to a server running Contact Center
Manager Administration, 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 SOAP 3.0 files directly from the Contact Center Manager Administration
server. You have three choices: you can click Cancel to download it later; you
can save the software to the client PC hard disk for later installation; or you can
install the software immediately.

Note: Some Internet Explorer versions require the Internet Explorer setting
Automatic prompting for file downloads in the Downloads section also to be
set to Enable for the Trusted Sites zone, to allow the SOAP files download
prompt to be displayed.

270 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Only users who are logged on to the client PC with administrator privileges can
install the software. If a user without administrator privileges is logged on to the
client PC, then that user has the option of downloading and saving the
ClientSOAP.msi file to the client PC hard drive. An administrator can then
install the software later by double-clicking this file. However, note that you
cannot use Contact Center Manager Administration 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 Contact Center Manager Administration upgrades
you install afterward.
1 On the client PC, open Internet Explorer.
2 In the Address box, type the server name. For example, http://<Contact
Center Manager Administration Server Name>.
3 Press Enter.
Result: The Contact Center Manager Administration server displays the
Contact Center - Manager main logon window, and then a warning
message appears, notifying you that you must have SOAP 3.0 installed on
the client PC.

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

Installation and Maintenance Guide 271

Configuring the client PC and agent workstations Standard 3.0

5 Click OK to download the SOAP software.

Note: Click Cancel if you want to download the software at a later date.
Contact Center Manager Administration 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.

6 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 in which you want to save the file.
Result: The installation program verifies the operating system and setup of
the client PC. The SOAP installation proceeds and the welcome window
appears.

272 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

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

Result: The Ready to Install the Program window appears.

8 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.
9 Click Finish.

Installation and Maintenance Guide 273

Configuring the client PC and agent workstations Standard 3.0

Step 5. Install .NET Framework v. 1.1

(optional)

Introduction
The .NET Framework Version 1.1 and .NET Service Pack 1 must be installed on
the client machines before you can run an application such as the Agent Desktop
application or the Outbound Campaign Management Tool.

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

You also need to add the Contact Center Multimedia server to the list of servers
that are administered by Contact Center Manager Administration. For details
about installing the Contact Center Multimedia server, refer to the Contact
Center Multimedia Installation and Maintenance Guide. For details about
adding the Contact Center Multimedia server to the list of servers administered
by Contact Center Manager Administration using the Configuration component,
refer to the Contact Center Manager - Administrator’s Guide.

If you will not be using the Outbound Campaign Management Tool component,
you can skip this step and proceed directly to “Step 6. Accept the license
agreement in Server Utility” on page 278.

Prerequisites for installing the .NET Framework

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

274 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

To check for the .NET Framework on a client machine

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

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

To install the .NET Framework on a client machine

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

Installation and Maintenance Guide 275

Configuring the client PC and agent workstations Standard 3.0

8 When the installation is complete, click OK.

What’s next?
Log on to the Contact Center - Manager for the first time. For details, see
Section B: “Logging on to CCMA for the first time,” on page 277.

276 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Section B: Logging on to CCMA for the

first time

In this section
Step 6. Accept the license agreement in Server Utility 278
Step 7. Log on to CCMA for the first time 280
Step 8. Download controls to the client 286

Installation and Maintenance Guide 277

Configuring the client PC and agent workstations Standard 3.0

Step 6. Accept the license agreement in

Server Utility

Introduction
If you have installed or upgraded Contact Center Manager Server, you must
accept the licence agreement on the Server Utility on the Contact Center
Manager Server before you can log on to the Contact Center Manager
Administration server. If you have not upgraded or performed a new installation
of Contact Center Manager Server, you can skip the procedure and proceed to
“Step 7. Log on to CCMA for the first time,” on page 280.

To accept the license agreement in Server Utility

Note: If you have not installed Server Utility on the Contact Center Manager
Server from the Contact Center Manager installation DVD, refer to the
installation procedures in the Contact Center Manager Server Installation and
Maintenance Guide.
1 On the Contact Center Manager Server, click Start > All Programs >
Nortel Contact Center > Server Utility > Server Utility.
Result: The Nortel Contact Center Manager Server Utility Login window
appears.

278 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

2 Enter the sysadmin user ID, and password, and the server name or IP
address in the text boxes.
3 Click OK.
Result: The End User License Agreement window appears.

4 Read the End User License Agreement.

5 Click Accept.
Result: The Change Password window appears.

6 In the Old Password text box, type the old password.

7 In the New Password text box, type the new password.
8 Confirm the new password, and click OK.
Result: The Server Utility starts.
9 Close all windows to complete the procedure.

Installation and Maintenance Guide 279

Configuring the client PC and agent workstations Standard 3.0

Step 7. Log on to CCMA for the first time

Introduction
After you have installed and configured the required third-party software on the
client PC (Internet Explorer version 6.0 with the latest supported service pack
and SOAP 3.0), log on to Contact Center Manager Administration to test the
installation.

In order to perform the procedures in this chapter, you must be able to log on to
the Contact Center Manager Administration server. If you have upgraded or
performed a new installation of Contact Center Manager Server, you must
accept the licence agreement on the Server Utility in Contact Center Manager
Server before you will be able to log on to the Contact Center Manager
Administration server. For details about accepting the license agreement in
Server Utility, see “Step 6. Accept the license agreement in Server Utility,” on
page 278.

To log on to Contact Center Manager Administration for the first time

When you log on to Contact Center Manager Administration for the first time
after installation, you must log on as the default administrator, webadmin. For
security reasons, Nortel highly recommends that you change the default
password when you first log on to the application. Contact Center Manager
Administration user passwords can only contain English characters and special
characters.

280 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

To log on to the Contact Center Manager Administration server for

the first time and change the default password

ATTENTION
When you change the webadmin password, you
must ensure that you do not lose or forget the new
password or you cannot log on to Contact Center
Manager Administration as the webadmin
administrator. In this case, you must uninstall and
reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with
the default password.
Tip: To avoid this scenario, immediately after
installing Contact Center Manager Administration,
log on to the Contact Center Manager Administration
server as webadmin, and create a new administrator
account of your choice (for example, tempadmin),
giving this user account Access and Partition
Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to
the Contact Center Manager Administration server as
tempadmin and change the webadmin password. For
more information about adding Contact Center
Manager Administration users, see the online Help.

1 Start Internet Explorer.

2 In the Address box, type the server name. For example, http://<Contact
Center Manager Administration Server name>.
Note: You must log on using the Contact Center Manager Administration
server name instead of the IP address, as the SOAP files are configured to
use the server name. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
3 Press Enter.
Result:
„ If you have not configured the Contact Center Manager Administration
server name as Trusted Site with the relevant Active X Download values
selected, the Trusted Sites Warning Message window appears. For

Installation and Maintenance Guide 281

Configuring the client PC and agent workstations Standard 3.0

details about configuring the Contact Center Manager Administration

server name as a Trusted Site, see “Step 3. Configure Internet Explorer”
on page 255.
„ If you have not installed the client version of SOAP 3.0 on the PC, a
warning message appears, notifying you that you must install this
software. For details about installing it, see “Step 4. Install Simple
Object Access Protocol” on page 270.
„ If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, then the Contact Center Manager
Administration server displays the Contact Center Manager
Administration main logon window.

Note: Click About Contact Center Manager Administration to view a

dialog box containing details of the Contact Center Manager Administration
build number and Service Update version. After viewing the dialog box,
click OK to close.

282 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

4 Click Change Password.

Result: The Change Password window appears.

5 Enter the default password.

6 Enter a new password.
Note: Contact Center Manager Administration user passwords can only
contain English characters and special characters.
7 Reenter the new password.
Note: You can only modify the password of the default username. You
cannot change the default username, webadmin.
Tip: If you lose or forget the new webadmin password, you cannot log on to
Contact Center Manager Administration as the webadmin administrator. In
this case, you must uninstall and reinstall Contact Center Manager
Administration to reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety precaution, you can
now open Access and Partition Management and create a new user
account with administrator rights, such as tempadmin. If you forget or lose
the new webadmin password that you entered, you can log on to the
Contact Center Manager Administration server as tempadmin and change
the webadmin password.
8 Click Submit.
Result: The default password is changed and the main logon window
reappears.
9 Enter the default username and new password.
Result: If you have configured a logon warning message, this message
appears.

Installation and Maintenance Guide 283

Configuring the client PC and agent workstations Standard 3.0

10 Click OK.
Result: Because this is the first time you have logged on, the logon window
prompts you to add the first Contact Center Manager Server.

11 In the Server Name box, type the name of the Contact Center Manager
Server.
Note: Do not enter the fully qualified domain name of the server in the
Server Name box. Enter the computer name of the server.
12 Press Tab.
Result: The server IP address automatically appears in the IP Address
box.
Note: If the value Unknown appears in the IP Address box, then the server
name is not registered with either the Domain Name Service (DNS) or the
HOSTS table. In this case, you must update your DNS or host file on the
Contact Center Manager Administration server with the name of the
Contact Center Manager Server. For details, see the Contact Center
Manager Administration Technical Requirements and Operating System
Configuration Guide.

284 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

13 In the Display Name box, type the name of the Contact Center Manager
Server as you want it to appear in the system tree in Contact Center -
Manager. It is important that you use the server name, not the IP address of
the server, as using an IP address will cause errors in Real-Time Reporting
functionality.
Note: The system automatically assigns a display name that is the same as
the server name. If you want to enter a different display name, it must be a
unique name.
14 Enter the sysadmin username and password for the Contact Center
Manager Server.
Note: If you get a log-in sequence error message, check your username
and password by logging on to Server Utility.
15 Press Submit.
Note: If the license agreement on the Contact Center Manager Server has
not been accepted, you will be prompted to accept the license agreement
using Server Utility. For details, see “Step 6. Accept the license agreement
in Server Utility,” on page 278.
Result: The Contact Center- Manager Launchpad appears.

Installation and Maintenance Guide 285

Configuring the client PC and agent workstations Standard 3.0

Step 8. Download controls to the client

Introduction
All Contact Center Manager Administration components, with the exception of
the Audit Trail component, require that you download controls to your client PC
in order to ensure proper functionality in each of the components. For a list of all
controls required by Contact Center Manager Administration components, see
“Controls that are downloaded to the client PC” on page 287.

The required controls used by Contact Center Manager Administration are

contained in .cab files that are digitally signed. Nortel recommends that you
configure Internet Explorer to enable or prompt for downloading signed
ActiveX Controls (see “To configure Internet Explorer 6.0 on the client PC,” on
page 258). When the browser is configured to “enable” for downloading signed
ActiveX Controls, the browser does not notify you that it is downloading a
required control; the control is automatically downloaded to the client PC the
first time it is required by the Contact Center Manager Administration
component in which you are working. When the browser is configured to
prompt, a dialog box opens the first time the control is required by Contact
Center Manager Administration. This dialog box displays the name of the
control, the company of origin, and prompts you to accept the control before it is
downloaded.

If a control is already installed on the client PC, it will not be downloaded a

second time. The system automatically upgrades these controls if a newer
version of the control is detected on the Contact Center Manager Administration
server, up to the version specified by Contact Center Manager Administration.
For information about viewing the controls that are already installed on your
client PC, see “To view the list of installed controls” on page 291.

286 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Controls that are downloaded to the client PC

The following table lists all the controls that must be downloaded to the client
PC if it is used to access all Contact Center Manager Administration
components (except Audit Trail, which has no dependency on controls). Some
controls are required for more than one component, but you only need to install
them once.

Client
Install
Control Location* CAB file Control File Company Purpose Version

Crystal Windows \ ActiveXView crviewer.dll Business Enables 10.0.5.587

Reports Downloaded erMod.cab Objects Crystal
Viewer Program Files Reports
viewer.

Emergency Windows \ EHCtrl.cab iceemhlp Nortel Emergency 6.0.0.0

Help System32 control.dll Help

Pop-up Windows \ iemenu.cab iemenu.cab Microsoft Internet 4.71.115.0

Menu Downloaded Explorer
Program Files Pop-up
Menu

Date and Windows \ MSCOMCT2. mscomct2.ocx Microsoft Date 6.0.88.4

Time System32 cab formatting
Picker

Chart Windows \ olch2x8dd11. olch2x32.ocx Component Chart 8.0.20051.51

System32 cab One functionality
for Real-
Time
Displays

Real-time Windows \ RtdCtrl.cab icertdcontrol.dll Nortel/ Real-time 6.0.4.6

Display System32 Microsoft displays

ActiveTree Windows \ ssTree.cab SSTree.ocx Infragistics Navigation 1.0.4.20

View Downloaded tree
Program Files functionality

Installation and Maintenance Guide 287

Configuring the client PC and agent workstations Standard 3.0

Client
Install
Control Location* CAB file Control File Company Purpose Version

DB Grid 8 Windows \ todg8.ocx Component Data grid 8.0.20042.32

System32 One functionality 9

Scripting Windows \ WSEColorTe WSEColorText Nortel/ Editor 6.0.0.6

Editor Downloaded xt.cab .ocx Microsoft functionality
Program Files

Common Windows \ comdlg32.cab comdlg32.ocx Microsoft Export\ 6.1.97.82

Dialog System32 Import
script

Historical Windows \ HRCtrl.cab HRCtrl.CtrMan Nortel Historical 6.0.0.4

Reports Downloaded age Reports
Control Program Files

Note: The SOAP 3.0 client is also required on the client PC. For more
information about installing the client version of SOAP, see “Step 4. Install
Simple Object Access Protocol,” on page 270.

Controls and your local security policy (Windows 2000 only)

If the client PC runs on Windows 2000, your local settings of the security policy
Unsigned non-driver installation behavior on the PC determine if warning
windows other than those resulting from the settings you chose when
configuring Internet Explorer may appear, or if the required controls can be
downloaded at all.

To verify your local security policy settings (Windows 2000 only)

The following procedure is applicable only to Windows 2000. If your client PC
runs any other operating system, then the security policy does not affect the
downloading of controls, and you do not need to perform this procedure.

288 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

1 Click Start > Programs > Administrative Tools > Local Security Policy.
Result: The Local Security Settings window appears.

2 Click the plus sign (+) beside Local Policies.

Result: The heading expands to reveal a series of folders.
3 Click the Security Options folder.
Result: A series of policies appears in the right pane.
4 In the right pane, scroll down to the Devices: Unsigned non-driver
installation behavior policy.
5 Under the Security Setting column, verify the current setting for this policy.
The possible values are:
„ Silently succeed All controls are installed on the client PC without any
further warning windows, other than those resulting from the settings
you chose when configuring Internet Explorer.
„ Warn but allow installation All controls are installed on the client PC,
but if any of the files within the CAB file being downloaded are not
signed, then one or more warning windows appear, in addition to those
resulting from the settings you chose when configuring Internet
Explorer.

Installation and Maintenance Guide 289

Configuring the client PC and agent workstations Standard 3.0

„ Do not allow installation You cannot download and install unsigned

controls on the client PC, regardless of the settings you chose when
configuring Internet Explorer.
6 To change the setting that appears, right-click this policy, and select
Security from the menu.
Result: The Local Security Policy Setting window appears.

7 From the Local policy setting list, select the new policy setting (select
either Silently Succeed or Warn but allow installation, based on your
preference).
8 Click OK to save your changes.
9 Close the Local Security Policy Setting window.

Automatically downloading controls

Nortel recommends that you configure Internet Explorer to enable or prompt
when downloading signed ActiveX Controls (see “To configure Internet
Explorer 6.0 on the client PC,” on page 258). When the browser is configured to
enable when downloading signed ActiveX Controls, the browser does not notify
you that it is downloading a required control; the control is automatically
downloaded to the client PC the first time it is required by the Contact Center
Manager Administration component in which you are working.

When the browser is configured to prompt, a dialog box opens the first time the
control is required by Contact Center Manager Administration. This dialog box
displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box is displayed,

290 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

you must choose to accept the control before the system will download the
control to the client PC. You will only be prompted to accept the control the first
time that the control is required by the Contact Center Manager Administration
component in which you are working.

For a list of the controls required by each component, see “Controls that are
downloaded to the client PC” on page 287.

Note: Both regular Windows users and domain users who log on to client PCs
running either Windows Server 2003, Windows XP, or Windows 2000
Professional must have an ID that is part of the Power Users group on the client
PC to successfully download and install many of the controls required by
Contact Center Manager Administration. (A user with administrator privileges
must first install client SOAP on the client PCs.) For information about adding
these users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system. After the required controls have been successfully
downloaded to the client PC by a user with administrator privileges, users who
are not members of the Power Users group or users who do not have
administrator privileges will be able to use all Contact Center Manager
Administration components on the client PC to which they have been granted
access.

Viewing the list of installed controls

When you want to verify which controls are installed on the client PC and their
version numbers, you can use the Tools menu in Internet Explorer.

To view the list of installed controls

1 In Internet Explorer, click Tools > Internet Options.
Result: The Internet Options window appears.

Installation and Maintenance Guide 291

Configuring the client PC and agent workstations Standard 3.0

2 On the General tab, under the Temporary Internet files heading, click
Settings.
Result: The Settings window appears.

3 Click View Objects.

Result: The Downloaded Program Files window appears, listing the
installed controls, the date they were installed, and their version numbers.

Note: Controls downloaded using the ActiveX Controls.msi file will not appear
in the Internet Explorer Downloaded Program Files window.

Deleting controls
You can delete any of the controls from the list of installed controls on the client
PC. However, note that if Internet Explorer has used the control, you may need
to close the browser and reopen it before the system allows you to delete the
control.

Permissions on the client PC and downloading controls

If your contact center security policy does not allow all users to log on to the
client PCs with administrator privileges, then the automatic download process
for the Contact Center Manager Administration controls will not function. In
this case, you have three options for installing the required controls on the client
PCs:

292 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

„ A user with administrator privileges can log on to each client PC, connect
to the Contact Center Manager Administration server, and can
automatically download all required controls by opening all applicable
components and windows that require these controls.
„ For those users who have a central management tool in their network, such
as a Systems Management Server (SMS), Nortel has bundled the required
controls into a single file called ActiveX Controls.msi. You can use the
SMS server to run this file and silently install all the required controls on all
the SMS clients, regardless of the level of user who has logged on to the
PC. For details, see “To run the ActiveX Controls.msi file from an SMS
server” on page 294.
„ If you do not have an SMS server, a user with administrator privileges can
launch the ActiveX Controls.msi file on each client PC individually to
install all the required controls at once (without having to log on to Contact
Center Manager Administration). For details, see “To run the ActiveX
Controls.msi file on each client PC” on page 295.

Note: Both regular Windows users and domain users who log on to client PCs
running either Windows Server 2003, Windows XP, or Windows 2000
Professional must have an ID that is part of the Power Users group on the client
PC to successfully download and install many of the controls required by
Contact Center Manager Administration. (A user with administrator privileges
must first install client SOAP on the client PCs.) For information about adding
these users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system.

Installation and Maintenance Guide 293

Configuring the client PC and agent workstations Standard 3.0

To run the ActiveX Controls.msi file from an SMS server

Notes:
„ Because installation procedures through an SMS system can vary from one
company to the next, the following procedure offers general guidelines
only. Follow your company’s guidelines to install the ActiveX
Controls.msi file on the SMS clients in your network.
„ In addition to using an SMS server, a system administrator can install this
package on client PCs within the same domain using the Windows group
policy. For details, see the documentation on the Microsoft web site at
www.support.microsoft.com.
„ Controls downloaded using the ActiveX Controls.msi file will not appear in
the Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in “Step 3. Configure
Internet Explorer” on page 255.
2 Log on to the SMS server with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the SMS server,
and then navigate to the root directory.
4 From the Contact Center Manager installation DVD, copy the file ActiveX
Controls.msi to the desired directory on the SMS server.
5 Double-click the ActiveX Controls.msi file to run the installation and install
the files on all SMS client PCs in your network.

294 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

To run the ActiveX Controls.msi file on each client PC

Use this procedure to install all required controls on each client PC individually.
This procedure is useful if your company’s security policy prevents agents from
logging on to their PCs with administrator privileges. In this case, an
administrator can install all required controls by running the ActiveX
Controls.msi file on each PC.

Note: Controls downloaded using the ActiveX Controls.msi file will not appear
in the Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in “Step 3. Configure
Internet Explorer” on page 255.
2 Log on to the client PC with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
4 In this directory, double-click the file ActiveX Controls.msi to begin the
installation.
Result: The Windows Installer window appears briefly, followed by the
welcome window.

Installation and Maintenance Guide 295

Configuring the client PC and agent workstations Standard 3.0

5 Click Next.
Result: The Ready to Install the Program window appears.

6 Click Install.
Result: The program installs the files. When it is finished, the completed
window appears.

7 Click Finish.

296 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

8 Perform this procedure on each client PC that will be used to access the
server and run Contact Center Manager Administration.

Downloading more recent versions of controls

If required by Contact Center Manager Administration, Internet Explorer will
automatically download a more recent version of the control than the version
that you originally installed. You can download more recent versions of the
controls without adversely affecting Contact Center Manager Administration
functionality. For information about viewing the version number of the controls
installed on the client PC, see “To view the list of installed controls” on page
291.

What’s next?
Install and configure Agent Desktop Display. For details, see Section C:
“Configuring agent workstations,” on page 299.

Installation and Maintenance Guide 297

Configuring the client PC and agent workstations Standard 3.0

298 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Section C: Configuring agent

workstations

In this section
Step 9. Install and configure Agent Desktop Display 300

Installation and Maintenance Guide 299

Configuring the client PC and agent workstations Standard 3.0

Step 9. Install and configure Agent Desktop

Display

Introduction
Agent Desktop Display is a Windows-based tool that provides skillset
monitoring to Contact Center Manager Server agents. Agents or supervisors can
log on to Agent Desktop Display using their phoneset logon ID and view real-
time statistics for each skillset to which they belong.

The Agent Desktop Display tabular format appears as a window with several
columns. This window can be moved, minimized, resized, closed, or set to
always stay on top of the desktop like any standard Microsoft window.

The application continually verifies that the agent is logged on to the server in
Contact Center Manager Server by checking with the Contact Center Manager
Administration server once every minute. It also checks the list of skillsets that
are assigned to the logged-on agent once every 3 minutes and updates the
display accordingly.

Notes:
„ If the client operating system is Windows Server 2003, Windows XP, or
Windows 2000, then you must be logged on to the PC as a user with
Administrator privileges to install or upgrade Agent Desktop Display. This
also applies if you are installing the client portion of Agent Desktop
Display on the Contact Center Manager Administration server.
„ For information about upgrading Agent Desktop Display from Release 4.0
to 4.5, see the Symposium Web Client Planning, Installation, and
Administration Guide for Release 4.5/SU05. For information about
upgrading Agent Desktop Display from Release 4.5 to 6.0 on Windows
Server 2003, see “Postupgrade tasks on the CCMA server” on page 795.

300 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

Versions of Agent Desktop Display and compatibility with Contact

Center Manager Administration
The following matrix shows Agent Desktop Display compatibility.

CCMA 6.0 and

Symposium Call CCMA 6.0 and CCMS
Center Server 5.0 6.0

Agent Desktop Display YES NO

4.5

Agent Desktop Display YES YES

6.0

„ Agent Desktop Display 6.0 connecting to Symposium Web Client 4.5

The Agent Desktop Display 6.0 client software is incompatible with the
Symposium Web Client 4.5 software that is installed on the Contact Center
Manager Administration server. After you upgrade the client PC from
Agent Desktop Display Release 4.5 to Release 6.0, then you cannot use the
Agent Desktop Display component when the client PC connects to an
Contact Center Manager Administration server running Symposium Web
Client 4.5.
„ Agent Desktop Display 4.5 connecting to Contact Center Manager
Administration 6.0
In some mixed network environments, you may want to continue using
Agent Desktop Display 4.5 even if you have upgraded to Contact Center
Manager Administration 6.0.
Agent Desktop Display Release 4.5 is compatible with a Contact Center
Manager Administration 6.0 server. However, Agent Desktop Display
Release 4.5 is not compatible with Contact Center Manager Server 6.0.
When you use a client PC running Agent Desktop Display Release 4.5 to
connect to a Contact Center Manager Administration 6.0 server, a message
appears notifying you that there is a newer version of the client software
available and prompts you to upgrade the software to Release 6.0.

Installation and Maintenance Guide 301

Configuring the client PC and agent workstations Standard 3.0

If you choose not to upgrade your Agent Desktop Display software, you
can continue to use Agent Desktop Display Release 4.5 with Symposium
Web Client 4.5 and Contact Center Manager Administration 6.0. However,
you will not be able to access any of the new Agent Desktop Display
features that are only available in Release 6.0. For information about
upgrading Agent Desktop Display, see “Postupgrade tasks on the CCMA
server” on page 795.

Note: If you are going to use Agent Desktop Display on a client PC that
connects to multiple Contact Center Manager Administration servers, then you
must ensure that each Contact Center Manager Administration server has the
same version of Contact Center Manager Administration installed.

Installing and configuring Agent Desktop Display on a client PC

For details about upgrading Agent Desktop Display, see “Postupgrade tasks on
the CCMA server” on page 795.

For details about installing Agent Desktop Display on the Contact Center
Manager Administration server, see “Installing and configuring Agent Desktop
Display on the Contact Center Manager Administration server,” on page 310.

Notes:
„ If the client operating system is Windows Server 2003, Windows XP, or
Windows 2000, then you must be logged on to the PC with administrator
privileges to install Agent Desktop Display. This requirement also applies if
you are installing the client portion of Agent Desktop Display on the
Contact Center Manager Administration server.
„ To install Agent Desktop Display on a client PC, run the setup program for
the client version of the program. You must configure the agent displays on
each client to connect to the Contact Center Manager Administration server
and to the server in Contact Center Manager Server after installation is
complete.
„ You can use this procedure to install both the standard English version and
the multilanguage support version of the Agent Desktop Display client
software.

302 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

To install and configure Agent Desktop Display on a client PC

The most up to date version of Agent Desktop Display setup.exe (including
recent patches and Service Updates) is available on the Contact Center Manager
Administration server at the following location:

<install directory>: \Program Files\Nortel Networks\WClient\Apps\ADD\ADD

Client
where <install directory> is the directory where you have installed Contact
Center Manager Administration

Depending on your network security policy, you can install the setup.exe file
directly to the client PC or download the setup.exe file to a shared network
location and install the setup.exe from the shared network location.

These steps must be performed on each client PC requiring access to Agent

Desktop Display.
1 Log on to the client PC with administrator privileges.
2 Browse to the folder <install directory>: \Program Files\Nortel
Networks\WClient\Apps\ADD\ADD Client.
Result: The folder opens.
3 Double-click the setup.exe file.
Result: The Choose Setup Language window appears.

4 From the list, choose the language in which you want to install or upgrade
Agent Desktop Display. You can choose from English, French, German,
Japanese, and Traditional Chinese.
Note: If you are connecting to a coresident server to use Agent Desktop
Display, then you cannot use French or German. If the server also contains
Communication Control Toolkit, then you can only use English.

Installation and Maintenance Guide 303

Configuring the client PC and agent workstations Standard 3.0

5 Click OK.
Result: The system prepares for setup and displays the Welcome to the
InstallShield Wizard for Agent Desktop Displays window.

6 Click Next.
Result: The Customer Information window appears.

7 In the User name and Organization boxes, type the appropriate

information.

304 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

8 Under the Install this application for heading, click the button beside
Anyone who uses this computer (all users).
9 Click Next.
Result: The Setup Type window appears.

10 Select one of the following setup types:

„ Complete: Click Complete to install all Agent Desktop Display
components in the default directory. Proceed to step 13.
or
„ Custom: Click Custom to select which Agent Desktop Display
components the system will install, to change to the default installation
directory, or to confirm available hard disk space. Proceed to step 11.
11 If you want to change the default directory path, follow these steps:
a. Click Custom in the Setup Type window.
b. Click Next.
Result: The Custom Setup window appears.

Installation and Maintenance Guide 305

Configuring the client PC and agent workstations Standard 3.0

c. In the Custom Setup window, confirm the default directory path that
appears in the bottom left side of the window. Click Change to change
this path.
Result: The Change Current Destination Folder window appears.

d. In the Folder name box, type the path to the directory and the directory
name, or navigate to the drive and directory in which you want to install
the program.

306 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

e. Click OK to return to the Custom Setup window.

Note: If you are upgrading from a previous version of Agent Desktop
Display, then you cannot choose the directory in which to install the
software; you must install the upgrade in the same folder in which the
original software is installed.
12 If you want to confirm your available hard disk space, click Space.
Result: The Disk Space Requirements window appears.

a. Review the available hard disk space and the amount of space
required to install the individual components, and then click OK to
return to the Custom Setup window.
Note: The Disk Space Requirements window appears automatically if you
attempt to install Symposium Agent Desktop Display on a drive that does
not have enough free disk space.

Installation and Maintenance Guide 307

Configuring the client PC and agent workstations Standard 3.0

13 Click Next.
Result: The Ready to Install the Program window appears.

14 Click Install.
Note: If an application is running on the client whose files must be updated
by the InstallShield, a Files in Use window appears. You must close any
applications listed in this window, and then click Retry.
Result: The Installing Agent Desktop Display window appears and
installation begins. When installation is complete, the Server Configuration
dialog box appears.

Note: If you are upgrading from a previous version of Agent Desktop

Display, then the Server Configuration window does not appear. Instead,
the program uses the IP addresses that you originally chose. To change
these addresses, after the client software is installed, use the Server
Configuration window in the application.
15 Enter the IP address or hostname of the appropriate servers as follows:

308 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

„ In the Contact Center Manager Administration: Active text box, type

the IP address or hostname of the active Contact Center Manager
Administration server. This field is required.
„ In the Contact Center Manager Server: Active text box, type the IP
address or hostname of the active Contact Center Manager Server. This
field is required.
„ If you have installed a standby Contact Center Manager Administration
server, type the IP address or hostname of the standby Contact Center
Manager Administration server in the Contact Center Manager
Administration: Standby text box. This field is optional.
„ If you have installed a standby Contact Center Manager Server, type
the IP address or hostname of the standby Contact Center Manager
Server in the Contact Center Manager Server: Standby text box. This
field is optional.
Note:
„ The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Check with your network administrator for acceptable IP multicast
addresses for your specific network.
„ When typing the IP address of Contact Center Manager Server, if you
are installing Agent Desktop Display on a Terminal Services/Citrix
server, keep in mind that all agents who use Agent Desktop Display
from this particular server must be configured on the same server in
Contact Center Manager Server.

Installation and Maintenance Guide 309

Configuring the client PC and agent workstations Standard 3.0

16 Click Save.
Result: The InstallShield Wizard Completed window appears.

17 Click Finish.
18 Close all windows to complete the procedure.

Installing and configuring Agent Desktop Display on the Contact

Center Manager Administration server
The procedure to install Agent Desktop Display on the Contact Center Manager
Administration server is the same as the procedure to install Agent Desktop
Display on the client PC. For details, see “To install and configure Agent
Desktop Display on a client PC,” on page 303.

Additionally, if you are installing Agent Desktop Displays on a Contact Center

Manager Administration server that uses proxy settings for Internet Explorer,
ensure that the proxy settings exceptions list includes the full computer name
and IP address of the Contact Center Manager Administration server for Agent
Desktop Displays to function.

310 Nortel Contact Center Manager Administration

May 2006 Configuring the client PC and agent workstations

To configure proxy settings exceptions list with Contact Center

Manager Administration server name and IP address
1 On Internet Explorer, click Tools > Internet Options.
Result: The Internet Options window appears.
2 On the Connections tab, click LAN Settings.
Result: The Local Area Network (LAN) Settings window appears.
3 In the Proxy server section of the Local Area Network (LAN) Settings
window, select Advanced.
Result: The Proxy Settings window appears.
4 In the Exceptions section of the Proxy Settings window, enter the full
computer name of the Contact Center Manager Administration server and
the Contact Center Manager Administration IP address.
Note: To determine the full computer name of the Contact Center Manager
Administration server, click My Computer > Properties > Network
Identification.
5 Click OK.
6 Close all windows to complete the procedure.

Installing Simple Object Access Protocol on the Agent Desktop

Display client PC (Contact Center Manager Administration server has
Windows Server 2003)
Before you can use Agent Desktop Display Release 6.0, the client PC must have
the client SOAP 3.0 software (clientSOAP.msi) installed. When the Contact
Center Manager Administration server is running Windows Server 2003, and
you have just upgraded the client PC to Release 6.0 of the Agent Desktop
Display software, then you must manually install the SOAP software on each
client PC (if the PC does not already contain this software).

Note: You must be logged on to the client PC with administrator privileges to

complete the installation of the client SOAP software.

For details about the installation procedure for the client SOAP 3.0 software, see
“Step 4. Install Simple Object Access Protocol” on page 270.

Installation and Maintenance Guide 311

Configuring the client PC and agent workstations Standard 3.0

To configure multiple language support in Agent Desktop Display

To work in multiple languages in Agent Desktop Display (ADD), first install the
ADD server software as you would a normal English installation on the client
PC. (The server software contains the translated language components.) Then
you must install the client portion of the ADD software on each client PC that
will be used to launch Agent Desktop Display. For more information about
installing the client software, see "Installing and configuring Agent Desktop
Display on a client PC" on page 357.

Note: When the Contact Center Manager Administration server is running

Windows Server 2003, you can only use the Agent Desktop Display 6.0 version
of the client software to view the Agent Desktop Display. Previous versions of
the Agent Desktop Display client software are incompatible with Contact Center
Manager Administration when it is installed on a Contact Center Manager
Administration server that is running Windows Server 2003.

To change the language in which you view displays

To change the language in which you view the displays, log on to Agent
Desktop Display, and then right-click the display. A series of languages appears
in a menu, enabling you to choose the language in which you want to work. The
languages available are only those for which there are localized strings installed.
These languages must also belong to the same language family as the operating
system of the client PC on which Agent Desktop Display is installed. For
example, if you have installed the ADD client software on a PC that is running
the French version of the Windows operating system, then multilingual agents
who share this same PC can switch from French to English or German by
choosing the language from the menu. These languages belong to the same
language family as French and, therefore, the translated versions of ADD are
included in the ADD client installation.

Note: If you are upgrading ADD, any localization upgrades will be implemented
as part of the normal upgrade procedure.

312 Nortel Contact Center Manager Administration

Chapter 5

Migrating Classic Client

In this chapter
Overview 314
Migrating Filter Sets 317
Migrating historical reports 319
Migrating real-time displays 333
Migrating graphical real-time displays (GRTD) 339
Migrating agent-skillset and agent-supervisor scheduled assignments 348
Migrating user types 353
Migrating NCC routing table scheduled assignments 355
Removing associated supervisors 358

Installation and Maintenance Guide 313

Migrating Classic Client Standard 3.0

Overview

Introduction
This chapter describes how to migrate the following Classic Client data to
Contact Center Manager Administration:
„ Filter sets
„ Historical reports
„ Real-time displays
„ Graphical real-time displays
„ Agent-skillset and agent-supervisor scheduled assignments
„ User types
„ Network Control Center (NCC) routing table scheduled assignments

This chapter also describes how to remove associated supervisors from Classic
Client.

The procedures in this chapter are only required if you have been using
Symposium Call Center Server 5.0 administered by at least one Classic Client
and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0.

Because Contact Center Manager Server 6.0 does not support Classic Client, if
you have been using Classic Client to administer your Symposium Call Center
Server, you will need to migrate your Classic Client data to Contact Center
Manager Administration 6.0.

If you are a new user to Contact Center Manager Administration 6.0 and Contact
Center Manager Server and do not have any Classic Clients in your network, you
do not need to perform the procedures in this chapter.

314 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migration checklist

Classic Client Migration checklist ✓

Read the documentation for performing a migration. ❏
Gather the materials required for the migration. ❏
Migrate data from Classic Client to Contact Center Manager ❏
Administration.
„ Filter sets

Migrate filter sets ❏

„ Historical reports

Locate scheduled reports ❏

Migrate or reimport reports ❏
Reschedule reports ❏
Delete reports from Classic Client ❏
„ Real-time displays

Migrate real-time displays ❏

„ Graphical real-time displays

Migrate graphical real-time displays ❏

„ Agent-skillset and agent-supervisor scheduled assignments

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
„ User types

Installation and Maintenance Guide 315

Migrating Classic Client Standard 3.0

Migrate user types as required: desktop, desktop supervisor, desktop ❏

supervisor agent, supervisor, agent, supervisor agent
„ Network Control Center (NCC) routing table scheduled assignments

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
„ Remove associated supervisors from Classic Client ❏

316 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating Filter Sets

With the filter sets feature, you can elect the sites and resources to be included in
a network-consolidated report. After you create and save a filter set, you can
apply it to both standard and private network-consolidated historical reports to
view only the information that you specify in the generated report. When you
connect to a Contact Center Manager Server and open a network-consolidated
report, the Selection Criteria area includes a list of the available network sites
and any available filter sets that you define and save.
You can use filter sets migrated from the Classic Client in Contact Center
Manager Administration. While each of the Classic Client filter sets contains
only one type of data – either skillsets, applications, route numbers, route names,
Dialed Number Identification Service (DNIS) numbers, or DNIS names – you
can add different types of data to these filter sets after you import them into
Contact Center Manager Administration by using the filter sets tabs in Historical
Reporting.

With the Filter Set Upgrade Tool, you can reuse existing Classic Client filter
sets. Use the tool to:
„ retrieve the existing filter set information from the Network Control Center
master database (MDB).
„ reformat and save filter sets in the Active Directory.

To migrate filter sets

1 Access the Filter Set Upgrade Tool at \\Nortel
Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe.
Note: This tool is used by administrator or webadmin only.
2 Input the path of the Network Control Center filter set (database file) or click
the browse button to search for the file.

Installation and Maintenance Guide 317

Migrating Classic Client Standard 3.0

3 Select the appropriate file.

Result: The Path of NCC Database field is populated.

4 Click Save Data.

Result: The filter set is now reformatted and saved to the Active Directory.
5 Click Close.

318 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating historical reports

Historical reports are stored differently in Contact Center Manager

Administration and Classic Client.

Classic Client:
„ Stores all user-defined and user-created reports on supervisors’ PCs
running Classic Client or on a network PC designated by supervisor.
„ Stores and controls all schedules on the Symposium Call Center Server.
These schedules trigger the running of reports on the Classic Client.

Contact Center Manager Administration:

„ Stores all custom reports on the Contact Center Manager Administration
server.
„ Stores and controls the schedules for the reports.

You must migrate user-created reports and user-defined reports from Classic
Client to Contact Center Manager Administration:
„ User-created reports are customer report templates created with Crystal
Reports and imported into Classic Client. User-created reports and their
schedules can be migrated from the Classic Client if they were created
using Crystal Reports software (version 9.0 or earlier). You can migrate the
following types of user-created reports: Historical, Configuration, and
Parameterized reports.
„ User-defined reports are user reports saved from the standard Classic
Client reports, such as the Agent Performance report. Contact Center
Manager Administration also provides the same set of standard reports.
Migrating user-defined reports involves re-creating the report manually
using the same standard template that exists on Contact Center Manager
Administration, specifying the same criteria, and saving it.

Notes:
„ User-created reports cannot be migrated if they were created with any other
ODBC or Structured Query Language (SQL) compliant writer. These
reports must be recreated in Contact Center Manager Administration.

Installation and Maintenance Guide 319

Migrating Classic Client Standard 3.0

„ If the user-created reports were created with an earlier version of Crystal

Reports 9.0, test the reports for compatibility with Contact Center Manager
Administration before deleting them in Classic Client.
„ In Contact Center Manager Administration, historical reports can be shared
using report groups. Consider using this feature as it might reduce the
number of reports required to be imported.

If your reports are scheduled reports, you must schedule each report in Contact
Center Manager Administration and remove the schedule from the Symposium
Server through the Classic Client. If the schedule is not removed from the
Symposium Call Center Server, the report runs twice if the Classic Client is
installed and the report listener is running.

Migrating user-created reports

To migrate user-created reports, you must complete the following tasks:
1. Create a shared directory on the client PC or on a network PC to store user-
created templates for the users.
2. On each Classic Client, find the user-created reports and note the path of
the directory where each file is stored. For details about finding user-
created reports, see “To find user-created reports in Classic Client,” on
page 321.
3. Copy each .rpt file to the shared directory that you created.
4. Log on to Contact Center Manager Administration and import each user-
created report. For details about importing reports, see “To import user-
created reports into Contact Center Manager Administration,” on page 322.
5. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Scheduling reports,” on page
327.
6. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “To delete a report schedule from Classic
Client,” on page 331.
7. Delete the user-created report from the Symposium Call Center Server. For
details, see “To delete user-defined or user-created reports from Classic
Client,” on page 332.

320 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating user-defined reports

To migrate user-defined reports, you must complete the following tasks:
1. On each Classic Client, find the user-defined reports and note the selection
criteria for each report. For details about finding user-defined reports, see
“To find user-defined reports in Classic Client,” on page 325.
2. Log on to Contact Center Manager Administration, find the corresponding
standard report (for example, the Agent Performance report) and enter the
same selection criteria for each report and save the report. For details, see
“To define user-defined reports in Contact Center Manager
Administration,” on page 325.
3. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Scheduling reports,” on page
327.
4. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “To delete a report schedule from Classic
Client,” on page 331.
5. Delete the user-defined report from the Symposium Call Center Server. For
details, “To delete user-defined or user-created reports from Classic
Client,” on page 332.

To find user-created reports in Classic Client

On each supervisor’s machine, perform the following steps:
1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, check for any reports that are user created by
looking at the Types column. Right-click on each user-created report and
note the path to the location where the file is stored.

Installation and Maintenance Guide 321

Migrating Classic Client Standard 3.0

To import user-created reports into Contact Center Manager

Administration
1 From the Contact Center Manager Administration Launchpad, click on
Historical Reporting.
Result: The Historical Reporting window appears.

322 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Galway server).
Result: The server expands to reveal a choice between public, private, and
any group folders created.

3 On the menu, click Report > Import.

Result: The Template Importing Wizard appears.

4 Click the Next button.

5 (Optional) Select the box Synchronize report template from the network
drive.

Installation and Maintenance Guide 323

Migrating Classic Client Standard 3.0

Notes:
„ If this box is selected at the time of import, the Contact Center Manager
Administration server synchronizes the user-created reports from the
source network drive every time you modify the report using Crystal
Reports on the network drive. This means if you modify your source
report template on the network drive/PC, you do not need to import the
report to the Contact Center Manager Administration server.
„ To use this option, ensure the network PC is preconfigured to use it.
See the Contact Center Manager Administration Installation and
Maintenance Guide or contact your administrator for details.

6 Enter the network path of the report template as follows: \\NetworkPC

name\shared folder name\report templatename.rpt
Result: The CCMA application saves the network path of the template
(TemplatePath) and last modified date (LastModified) of the report template
file.
Note: Contact Center Manager Administration server uses TemplatePath
and LastModified data to copy the report template from the network drive to
the Contact Center Manager Administration server (if report template is
modified on the network drive after import).
7 Enter the template name.
8 Select the value under Report is based on the following data. The
choices are: Historical, Configuration, and Parameters.
Note: To import a historical report, enter the database alias. This is the
database view name for the SQL query.
Call-by-call reports take much longer to generate than do reports that
collect other types of data.

324 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

9 Enter the timestamp field (if the timestamp field is not in the correct format,
the report does not run).
10 Select the Report Data Range option. The choices are Interval, Daily,
Weekly, and Monthly.
11 Click Next.
12 Click Finish.
Result: The report is added to the list in the Reports window.
Notes:
„ If you select the Configuration option, you do not need to specify an
alias.
„ To determine the alias of a database, open the report in Crystal Reports
and choose Database > Set Alias.
„ The Timestamp field is not required for a configuration report.

Refer to the Contact Center Manager Administration online Help for more
information about importing reports.

To find user-defined reports in Classic Client

1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, look for any reports that are user defined.
5 Open each user-defined report and note the selection criteria.

To define user-defined reports in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration using the user logon
name provided by your administrator.
2 Open the Historical Reporting component.
3 Click on the required Contact Center Manager Server.
4 Open up the equivalent standard report, and enter the same selection
criteria.

Installation and Maintenance Guide 325

Migrating Classic Client Standard 3.0

5 Save the report as a private report or to a shared report group and

schedule it.

To locate scheduled reports in Classic Client

Because reports might be stored on individual PCs or on the network, it is
important to locate the reports and make note of each report’s location or
network path prior to migrating it. To see all of the current scheduled reports
prior to migration, use Scheduler in Classic Client. This tool shows all currently
scheduled reports.
1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.

4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed. Make note of
the reports and their schedules for migration.

326 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Scheduling reports

Note: For more information about scheduling reports, see the Contact Center -
Manager Supervisor’s Guide.

To define the report schedule

1 From the Time zone list, select the time zone in which you want to run or
schedule your report.

ATTENTION
The schedule time that you specify is based on the
time zone that you choose. However, the system
translates the schedule time that you enter to the time
zone in which the Contact Center Manager
Administration server is located. The report is
generated at the time and in the time zone you specify,
but the timestamp at the bottom of the generated
report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted
on the web site www.nortel.com.

2 In the Schedule area, clear the Not Scheduled check box.

Result: The schedule boxes appear.
3 Select the check boxes that correspond to the type of data range you want.
You can select or enter information in the following boxes.
Schedule boxes available for Interval data range
During the period from X to Y: Select to schedule an interval report to be
generated at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, click this button if you want to generate a report every 15 minutes
between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then
enter the times in the boxes.
On X at Y weekly: Select to generate an interval report on a particular day,
at a particular time every week. For example, click this button to generate a
report every Monday morning at 9:00 a.m.

Installation and Maintenance Guide 327

Migrating Classic Client Standard 3.0

At X every day/specific days of the week/specific dates: Select to

generate an interval report at a specific time every day, or on specific days
of the week, or on specific dates. For example, click this button to generate
a report at 9:00 a.m. on the first day and 30th day of every month.
Schedule boxes available for Daily data range
At X today/every day/days of the week/specific dates: Specify the time
at which you want to generate a daily report. For example, you can choose
to generate your daily report at 9:00 a.m., Monday through Friday.
Schedule boxes available for Weekly data range
At X this week/every week: Specify the time and day at which you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates: Specify the time and dates on which you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
Schedule boxes available for Monthly data range
On the X in Y at Z: Select to schedule a monthly report to run on a specific
day and month, at a specific time. You can also choose to run the report
every month. For example, you can run a monthly report on the third
Sunday every month at 12:00 p.m.
On day X at Y: Select to schedule a monthly report to run on a specific date
during a specific month, at a specific time. You can also choose to run the
report every month.
On specific dates at X: Select to schedule a monthly report to run on
specific dates during specific months, at a specific time. For example, you
can run a monthly report on the 15th of every second month at 12:00 p.m.
4 Continue with the procedure “To define output options,” on page 328.

To define output options

After you have set up the report schedule, define the way the system generates it.
You can specify whether you want to print the scheduled report when it is
generated or save it as a file, or both. If you choose to print the report, you can
select the paper size.

328 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

You can also specify one or more e-mail addresses to which the system can send
notification that the report has been generated successfully, or that there were
problems preventing the report from being generated. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure, enabling you to repair the problem and generate the report again.

Note: If you choose to print the report to a file, you must specify a shared folder
to which the Contact Center Manager Administration server sends the output
file. This folder can be on your computer, on another computer in the network,
or on the Contact Center Manager Administration server. If the folder that you
specify is on a computer other than the Contact Center Manager Administration
server, the computer must be within the same domain as the Contact Center
Manager Administration server.
If you want to send a scheduled report to a printer, ensure that your
administrator has configured a default printer on the Contact Center Manager
Administration server. If a default printer has not been defined, then you can
only send reports to a file.
1 Click the print check box or the output to file check box, or both.
2 To print the report:
„ from the Printer list, select the printer to which you want to print the
scheduled report.
„ From the Paper Size list, select the appropriate paper size for the
printed report.
3 To send the report to a file, in the Output box, type the path to the shared
output folder. The path must have the format \\[computer name]\[shared
folder name]\[file name], without the file extension.
Example: You want to send the Agent Performance report to a shared
folder on the Contact Center Manager Administration server. The Contact
Center Manager Administration server computer name is appsrvr, the
shared folder name is reports, and you decide to call the report agent. You
type \\appsrvr\reports\agent in the Output box.
Note: Click the Save file under different name each time check box if
you want the system to save the report with a different name each time it is
generated. If you do not check this box, the system overwrites previously
generated reports with the updated versions every time a report is
generated.
4 From the Format list, select the export file format that you want to use.

Installation and Maintenance Guide 329

Migrating Classic Client Standard 3.0

5 Click the Send notification e-mail to check box if you want the system to
notify you when the report has been generated.
6 Enter one or more e-mail addresses in the box. You can type a maximum of
255 characters in the box with each e-mail address separated by a semi-
colon (;).
7 Click Submit.
Result: The report is saved.
8 Click Activate.
Result: The report schedule is activated.

To activate a report
You can activate a report schedule in two ways:
„ You can click Activate in the Report Properties window after you
schedule a new report and click Submit, or after you modify an existing
report schedule and click Submit.
„ You can click Activate in the Scheduled Events window. For details, see
the following procedure:
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.
2 Select the report that you want to activate.
3 Click Activate.
Result: The report schedule is activated.

To deactivate a report
You can deactivate a report schedule in two ways:
„ Click Deactivate in the Report Properties window when you are viewing
the properties of a scheduled report.
„ Click Deactivate in the Scheduled Events window. For details, see the
following the procedure.
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.

330 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

2 Select the report that you want to deactivate.

3 Click Deactivate.
Result: The report schedule is deactivated.

To delete a report schedule from Classic Client

1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.

4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed.

5 From within Scheduler, right-click the schedule.

Installation and Maintenance Guide 331

Migrating Classic Client Standard 3.0

6 Select Delete.
Result: The schedule is deleted.

To delete user-defined or user-created reports from Classic Client

You must delete scheduled assignments and running of reports from the
Symposium Call Center Server through the Classic Client or the Server Utility
before removing Classic Client to avoid schedule conflicts.
1 From the system tree, select the report and choose Report > Delete.

ATTENTION
If the report schedule is active, you must deactivate it
before you can delete the report.

332 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating real-time displays

Classic Client
„ Stores custom real-time display formats on the PCs running Classic Client.

Contact Center Manager Administration

„ Stores custom real-time display formats on the Contact Center Manager
Administration server.
„ Requires custom real-time displays be recreated in Contact Center Manager
Administration.

Note: Contact Center Manager Administration supports public real-time

displays. If many users use the same real-time display, then it only needs to be
recreated once as a public display format.

To migrate real-time displays

1 Log on to the server using the Classic Client.
2 Expand Reports & Displays.

Installation and Maintenance Guide 333

Migrating Classic Client Standard 3.0

3 Double-click Real-Time Displays.

Result: The Real-Time Displays window opens.

4 Under Display Type, note the type of each display.

5 Right-click on each display and select Properties.
Result: The Real-Time Display Properties dialog box opens.

6 Under the General tab, note the Refresh Rate and the View Mode.
7 Under the Column tab, note the following:
„ columns listed under Column headings as they appear in real-time
display
„ formulas listed for each column in the Formula field

334 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

„ configuration settings listed under Selected Column

8 Log on to Contact Center Manager Administration.

9 Select Real-Time Reporting on the Launchpad.
10 Select the required server in the server tree.

Installation and Maintenance Guide 335

Migrating Classic Client Standard 3.0

11 Create new displays of the same type that you noted from Classic Client.

336 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

12 Under the Properties tab for each display, configure the properties for the
new display using the information from Classic Client.

Installation and Maintenance Guide 337

Migrating Classic Client Standard 3.0

13 Under the Columns tab for each display, configure the columns for the new
display using the information from Classic Client.

Note: The mechanism to create displays in Classic Client differs from that
in Contact Center Manager Administration. This may mean that you are not
able to recreate the displays in Contact Center Manager Administration
exactly as they are configured in Classic Client.

338 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating graphical real-time displays (GRTD)

To migrate graphical real-time displays from Classic Client to Contact Center

Manager Administration 6.0, you must note the configuration parameters for
each graphical real-time display in Classic Client and then manually recreate the
displays in Contact Center Manager Administration.

Notes:
„ Time charts are not available in Contact Center Manager Administration.
„ You can create connections after the supervisor creates all their constituent
displays.

To migrate application and skillset billboards

Perform the following steps on each supervisor machine that has Graphical
Real-Time displays installed.
1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window opens.

Installation and Maintenance Guide 339

Migrating Classic Client Standard 3.0

3 Click the Data Display tab.

Result: The Data Display tab opens.

4 Note the Data Display parameters of this billboard.

340 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

5 Click the Data Action tab.

Result: The Data Action tab opens.

6 Note the Data Action parameters of this billboard.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

Installation and Maintenance Guide 341

Migrating Classic Client Standard 3.0

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.

10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

342 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

12 From the server list, select the server on which you want to create the
graphical display.
Note: You cannot create agent maps or IVR graphical displays on the
Network Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.

Element Type Presentation

Agent Agent Map

Application Billboard, Chart

IVR Billboard, Chart

Agent Position Count Billboard, Chart

All Private Collection

All Private Billboard Collection

All Public Collection

All Public Billboard Collection

14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset billboards that
you want to migrate to Contact Center Manager Administration.

Installation and Maintenance Guide 343

Migrating Classic Client Standard 3.0

To migrate application and skillset charts

1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the chart that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window opens.
3 Click the Data Display tab.
Result: The Data Display tab opens.

4 Note the Data Display parameters of this chart.

Note: Take particular note of the chart type.

344 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

5 Click the Data Action tab.

Result: The Data Action tab opens.

6 Note the Data Action parameters of this chart.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

Installation and Maintenance Guide 345

Migrating Classic Client Standard 3.0

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.

10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

346 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

12 From the server list, select the server on which you want to create the
graphical display.
Note: You cannot create agent maps or IVR graphical displays on the
Network Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.

Element Type Presentation

Agent Agent Map

Application Billboard, Chart

IVR Billboard, Chart

Agent Position Count Billboard, Chart

All Private Collection

All Private Billboard Collection

All Public Collection

All Public Billboard Collection

14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset charts that
you want to migrate to Contact Center Manager Administration.

Installation and Maintenance Guide 347

Migrating Classic Client Standard 3.0

Migrating agent-skillset and agent-supervisor

scheduled assignments

Set up the schedules of agent-to-skillset and agent-to-supervisor assignments

after migrating them from Classic Client to Contact Center Manager
Administration.

Classic Client
„ Stores assignments in the Symposium Call Center Server database.
„ Stores and controls schedules on the Symposium Call Center Server.

Contact Center Manager Administration

„ Stores assignments in the Contact Center Manager Server (Symposium Call
Center Server) database.
„ Stores and controls schedules on Contact Center Manager Administration
Contact Center Manager Administration server. Contact Center Manager
Administration uses the Window Task Scheduler, which is part of the
Contact Center Manager Administration server's operating system, to
schedule assignments.

Open and schedule each assignment through the Contact Center Manager
Administration component in Contact Center Manager Administration.

After scheduling the assignment in Contact Center Manager Administration,

delete the schedule from Classic Client. If the schedule is not deleted from
Classic Client, the assignment runs twice.

ATTENTION
Ensure that all the schedules are removed prior to upgrading to
Contact Center Manager Administration.

To migrate agent-skillset and agent-supervisor scheduled

assignments
1 Log on to the server using the Classic Client.
2 Select Assignments.

348 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

3 Double-click Agent to Skillset Assignments or Agent to Supervisor

Assignments.

Installation and Maintenance Guide 349

Migrating Classic Client Standard 3.0

4 Right-click each assignment and select Edit Schedule.

Result: The schedule information displays.

5 Note the schedule information.

6 Log on to Contact Center Manager Administration.
7 Select Contact Center Management on the Launchpad.
8 From the View menu select Assignments.

350 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

9 Select the server in the server tree.

10 Click on the Agent Skillset Assignments folder or Agent Supervisor
Assignments folder.
11 Select each assignment.

Result: The schedule information is displayed in the Save/Schedule

Assignments section.

Installation and Maintenance Guide 351

Migrating Classic Client Standard 3.0

12 Enter the schedule data in the Save/Schedule Assignments section.

13 Click the Schedule button.

Result: Assignment schedules are saved.

To delete agent-skillset and agent-supervisor scheduled

assignments
1 Log on to the server using the Classic Client.
2 Select Assignments.
3 Double-click Agent to Skillset Assignments or Agent to Supervisor
Assignments.
4 Right-click each assignment and select Edit Schedule.
Result: The schedule information is displayed.
5 Update the schedule to Not Scheduled.

6 Click Save.

352 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating user types

With Classic Client, you could create six types of users of which only the first
three could access the Classic Client.

Desktop user: Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.

Desktop Supervisor user: A supervisor in the contact center, supervising

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.

Desktop Supervisor Agent user: A supervisor in the contact center,

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, would be able to perform certain actions
within the Classic Client.

Supervisor user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client.

Agent user: Assigned to a skillset used to take calls within the contact center.

Supervisor Agent user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client. Assigned to a skillset
used to take calls within the contact center.

The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you will see all six types of users. When migrating from
Classic Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.

To migrate Desktop users:

1 No action is required.
Note: The Desktop user type is available in Server Utility. Sysadmin can
log on to the Server Utility to administer this user (for example, to change
the password).

Installation and Maintenance Guide 353

Migrating Classic Client Standard 3.0

To migrate Desktop Supervisor users:

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these should be cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.

To migrate Desktop Supervisor Agent users:

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these should be cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.

To migrate Supervisor users:

1 No action is required.

To migrate Agent users:

1 No action is required.

To migrate Supervisor Agent users:

1 No action is required.

354 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

Migrating NCC routing table scheduled

assignments

To migrate scheduled assignments

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.

3 Double-click Table Routing Assignments.

Result: The Table Routing Assignment list is displayed.

4 Right-click each assignment.

Installation and Maintenance Guide 355

Migrating Classic Client Standard 3.0

5 Select Edit Schedule.

Result: The schedule information for each assignment displays.

6 If the Routing Table Assignment is scheduled, then note the schedule

information.
7 Log on to Contact Center Manager Administration.
8 Select Configuration Component on the Launchpad.
9 Select Network Control Center Server in the server tree.
10 Expand the Sites node by clicking the plus sign (+).
11 Select Assignments.

12 Expand Assignments by clicking the plus sign (+).

356 Nortel Contact Center Manager Administration

May 2006 Migrating Classic Client

13 Select each assignment.

Result: Assignment information displays in the right-hand pane.
14 Enter the schedule information under Save/Schedule Routing Table
Assignments using the information noted in Step 6.

15 Click Schedule.
Result: Assignment is rescheduled.
16 Repeat for each Assignment.

To delete assignments from Classic Client

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.
3 Double-click Table Routing Assignments.
4 Right-click each assignment.
5 Select Edit Schedule.
Result: The schedule information for each assignment displays.
6 Update the schedule to Not Scheduled.

7 Click Save.

Installation and Maintenance Guide 357

Migrating Classic Client Standard 3.0

Removing associated supervisors

Introduction
In Contact Center Manager Administration 6.0, the partitions feature replaces
the Classic Client concept of associated supervisors. If you migrate from Classic
Client to Contact Center Manager Administration, the associated supervisors
may block a deletion of a supervisor. For this reason, Nortel recommends that
you remove associated supervisors from Classic Client when migrating to
Contact Center Manager Administration.

Note: If this step is not performed, Contact Center Manager Administration will
remove the secondary supervisor assignment when the supervisor is deleted.

To remove associated supervisors from Classic Client

1 Log on to the server using Classic Client.
2 Select User Administration.
3 Double-click Users.
Result: A list of all users is displayed.
4 Right-click on the name of a user whose associated supervisors you want
to remove.
5 Select Properties from the resulting menu.
Result: The User Properties window appears.
6 Select the Supervisor tab.
7 In the Associated Supervisors window, select all the listed supervisors.
8 Click Remove.
9 Click Save.
10 Close all windows to complete the procedure.

358 Nortel Contact Center Manager Administration

Chapter 6

Installing software on the replicating

server (optional)

In this chapter
Overview 360
Section A: Preparing the replicating server for the installation 363
Section B: Installing the software on the replicating server 403
Section C: Postinstallation on the replicating CCMA server 443

Installation and Maintenance Guide 359

Installing software on the replicating server (optional) Standard 3.0

Overview

Introduction
This chapter describes how to install and configure a replicating Contact Center
Manager Administration server. A replicating server is an optional part of a
Contact Center Manager Administration resiliency strategy and requires a
second Contact Center Manager Administration server. To learn more about the
requirements and advantages of replication, see “Installing primary and
replicating CCMA servers” on page 44 and Chapter 15, “Resiliency (backup,
restore, and disaster recovery).”

The procedures in this chapter are optional. If you are not installing a replicating
server at this time, skip this chapter and proceed directly to Chapter 4,
“Configuring the client PC and agent workstations.”

ATTENTION Before performing the procedures in this chapter, you

must install a primary Contact Center Manager
Administration server by following the procedures in
Chapter 3, “Installing the software on the primary server.”
If you are reinstalling Contact Center Manager
Administration, or if you are upgrading from an earlier
version of Symposium Web Client, then there are a
different series of steps that you must follow. For details,
see Chapter 7, “Upgrading overview.”

This chapter is divided into the following three sections:

„ Section A: “Preparing the replicating server for the installation” on page
363.
„ Section B: “Installing the software on the replicating server” on page 403.
„ Section C: “Postinstallation on the replicating CCMA server” on page 443

360 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Note: This chapter does not include the steps for installing and configuring
Windows Server 2003 Enterprise or Standard edition on the Contact Center
Manager Administration server. Nortel recommends that you read the Contact
Center Manager Administration Technical Requirements and Operating System
Configuration Guide to obtain important information about the configuration
requirements on the Contact Center Manager Administration server before
proceeding with the tasks in this chapter.

Nortel also recommends that you consult the Contact Center Planning and
Engineering Guide and the Contact Center Installer’s Roadmap before
completing the procedures in this guide.

Timing
The following installation times provide guidance on the time required for
software installation.
„ Preinstallation (including operating system installation/configuration): 2
hours. For details, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.
„ Installing the Server Software: 30 minutes
„ Postinstallation: 1 hour

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
„ CPU: Intel Xeon 3GHz
„ Ram: 1.0 GB
„ Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
„ DVD Drive: Internal IDE 8X DVD-ROM

Installation and Maintenance Guide 361

Installing software on the replicating server (optional) Standard 3.0

362 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Section A: Preparing the replicating

server for the installation

In this section
Step 1. Read relevant documentation for performing a new installation 364
Step 2. Install your remote support access tool 365
Step 3. Install Sybase Open Client version 12.5 381
Step 4. Install the Crystal Enterprise 10 Embedded software 393

Installation and Maintenance Guide 363

Installing software on the replicating server (optional) Standard 3.0

Step 1. Read relevant documentation for

performing a new installation

Before you begin the installation, Nortel recommends you complete the
Required Installation Information checklist. This checklist is found in the
Contact Center Installer’s Roadmap and contains important information that
you will need when performing the installation.

Before performing an installation, check for any Installation Addenda or

updated customer documentation on the Nortel web site at www.nortel.com, or
the Partner Information Center web site at www.nortel.com/pic.

364 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 2. Install your remote support access

tool

Introduction
Nortel recommends that you install and configure a remote support access tool
prior to installing Contact Center Manager Administration so that you can
access technical support during the installation procedure, if required.

Nortel personnel use pcAnywhere 11.5 as the preferred remote support access
tool. To install and configure the Host Only version of pcAnywhere version 11.5
on the Contact Center Manager Administration server, refer to “Installing and
configuring pcAnywhere 11.5 as your remote support access tool” on page 366.
If you have a previous version of pcAnywhere installed on the Contact Center
Manager Administration server, consult the Symantec web site
(www.symantec.com) to find out whether you must uninstall your version before
installing pcAnywhere 11.5.

Alternatively, Nortel also accepts Microsoft Remote Desktop Connection for

Administration as a remote support access tool for customers on a Windows
2003 platform. This alternative is provided for customers whose security policy
does not allow pcAnywhere or who are using Microsoft Remote Desktop
Connection for Administration as the remote support tool for all PCs in their
network. For details about enabling Microsoft Remote Desktop Connection for
Administration, see “To enable Microsoft Remote Desktop Connection for
Administration” on page 380.

Note: Nortel recommends that you only install one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection for Administration)
on the Contact Center Manager Administration server, not both.

Installation and Maintenance Guide 365

Installing software on the replicating server (optional) Standard 3.0

Installing and configuring pcAnywhere 11.5 as your remote support

access tool

pcAnywhere and coresidency

Remote Access Services (RAS) is not supported on any coresident server
configuration of Contact Center 6.0 applications. RAS is supported on a
standalone Contact Center Manager Server or a standalone Contact Center
Manager Administration. RAS is not supported on a standalone Communication
Control Toolkit server. Additionally, Communication Control Toolkit does not
function on a server on which a modem is configured and used.

If your server is a standalone server with only Contact Center Manager

Administration installed, then do not follow the pcAnywhere installation and
configuration procedures for a standalone server in the Contact Center Manager
Server documentation. Instead, follow the procedures in this section to install
and configure pcAnywhere. However, if you are installing Contact Center
Manager Administration on a coresident server, then you do not have to perform
the procedure in this guide to install and configure pcAnywhere, as you can use
the installation that was already performed with the coresident Contact Center
Manager Server.

When Contact Center Manager Server is installed on a coresident server, RAS is

not enabled. Instead, Nortel recommends that users configure a Virtual Private
Network (VPN) connection for the coresident server. Connecting to the server
through pcAnywhere over a VPN connection is supported on coresident servers
with all three applications installed—Contact Center Manager Server, Contact
Center Manager Administration, and Communication Control Toolkit.

If Communication Control Toolkit is included in the coresident installation, then

in addition to the VPN connection (recommended), you can use pcAnywhere to
connect to the coresident server only in the following ways:
„ through an Ethernet connection over a LAN
„ through a dial-up connection into another non-Communication Control
Toolkit computer on the domain that provides access to the Communication
Control Toolkit server through a LAN

366 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Problems will occur if you attempt to connect directly to the Communication

Control Toolkit server through a modem due to a potential conflict when a
modem driver coexists with Communication Control Toolkit drivers on the same
server.

One licensed copy of pcAnywhere version 11.5 for host computers only is
provided for the server on the Contact Center Manager installation DVD. This
software license lets you configure the server as the host computer in remote
control sessions (that is, the computer to which remote computers connect).

Use the Windows Add/Remove Programs utility in the Control Panel to install
the pcAnywhere 11.5 software. For compatibility with Contact Center Manager
Administration, ensure that you install the Host Only version of the software.

Note: If you are upgrading from a previous version of the software and the
installation wizard asks if you want to preserve configuration data, select No.
Configuration data from previous versions of pcAnywhere is incompatible with
pcAnywhere version 11.5.

ATTENTION
If you are installing Contact Center Manager
Administration on its own, do not follow the installation
and configuration procedures for a stand-alone server in the
Contact Center Manager Server documentation.
However, if you are installing Contact Center Manager
Administration on a coresident server with Contact Center
Manager Server, then you can use the installation of
pcAnywhere that has already been completed through the
Contact Center Manager Server installation. In this case, you
do not need to follow the instructions in this section.

Installation and Maintenance Guide 367

Installing software on the replicating server (optional) Standard 3.0

CAUTION

Risk of system failure

.

Before you install pcAnywhere version 11.5, ensure that the video
drivers on the Contact Center Manager Administration server PC
are current by consulting the driver manufacturers’ web sites for
any available updates. Failure to do so can result in the appearance
of a blue screen after pcAnywhere installation or after use of
pcAnywhere for operations such as file transfer. For more
information, refer to the pcAnywhere web site at
www.symantec.com.

To install pcAnywhere 11.5

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

Note: If you are installing Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then you can use the
installation of pcAnywhere that has already been completed through the Contact
Center Manager Server installation. In this case, you do not need to follow the
instructions in this section.
1 Log on to the Contact Center Manager Administration server as
Administrator.
2 Insert the pcAnywhere version 11.5 CD into the server.
3 If autorun starts and you click Install, or if you clicked the setup.exe file on
the CD, the Terminal Server Install Failure dialog box appears. This
occurs because Terminal Services must be in Install Mode before you can
install an application.

4 Click Add or Remove Programs to open the Add or Remove Programs

window.

368 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

5 Click Add New Programs.

6 Click CD or Floppy.
7 Click Next.
Result: The program finds the setup.exe file on the CD.
8 Click Next.
Result: The pcAnywhere 11.5 launchpad appears.
9 Click Symantec pcAnywhere.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This may take a few moments.
10 Click Next.
Result: The License Agreement window appears.
11 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
12 Enter your username and company details, and then click Next.
Result: The Destination Folder window appears.
13 Accept the default location for installing the software, or click Change to
choose a custom location. Then click Next.
Result: The Custom Setup window appears.
14 Accept the defaults in this window, and then click Next. Nortel recommends
that you do not install the Host Administrator and Host Agent features.
Result: The Ready to Install the Program window appears.
15 Click Install.
Result: The program installs the software. When it is finished, the
LiveUpdate window appears. Click Next.
16 The program installs any updates. Click Finish when it is done.
17 When the wizard prompts you to register pcAnywhere, click Skip. Then
click Yes when it asks you to confirm your choice.
18 Click Finish when the installation is complete.

Installation and Maintenance Guide 369

Installing software on the replicating server (optional) Standard 3.0

To start pcAnywhere 11.5 or later for the first time

Tip: To ensure optimum speed when using pcAnywhere, before starting the
program, configure the Active Desktop settings on the server as follows:
a. Right-click anywhere on the server desktop.
b. On the menu, select Active Desktop.
Result: Another menu appears.
c. On this menu, ensure that Show Web Content is not selected.
1 Log on to Windows as Administrator.
2 From the Windows Start menu, choose All Programs > Symantec
pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.

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

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

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

Note: If you are installing Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then you can use the
installation of pcAnywhere that has already been completed through the Contact
Center Manager Server installation. In this case, you do not need to follow the
instructions in this section.

370 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

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

To change the Windows access rights for pcAnywhere files

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.
d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to the following folder:
C:\Documents and Settings\All Users\Application
Data\Symantec\pcAnywhere
where C is the drive on which pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon.
Result: A menu appears.
4 From the menu, click Properties.
Result: The pcAnywhere Properties window appears.

Installation and Maintenance Guide 371

Installing software on the replicating server (optional) Standard 3.0

5 Click the Security tab.

6 In the Name box, select Administrators.

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

To configure pcAnywhere 11.5 or later as a host

Note: If you are using a modem connection with pcAnywhere, you must have
the modem configured before you perform this procedure.
1 Log on to the server as Administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, click Skip, and then
choose Yes when asked to confirm.
3 On the pcAnywhere manager (left side), select the Hosts option.
Result: The Hosts option on the pcAnywhere manager pane is selected.

372 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

4 Click the File menu, and then choose New > Item > Use Wizard.
Result: The Host Setup Wizard window appears.

5 From the Connection type for this host box, select your modem (if you
are using a modem connection with pcAnywhere); otherwise, choose TCP/
IP.
6 From the Optimized for list, choose Low bandwidth (modem
connection).

Installation and Maintenance Guide 373

Installing software on the replicating server (optional) Standard 3.0

7 Click Next.
Result: The following Wizard window appears:

8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.
Result: The following Wizard window appears.

374 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

10 Accept the default values in this window, and then click Next.
Result: The following Wizard window appears.

11 Click Add.
Result: The Identification window appears.

12 In the Login name box, type a name for the caller account. You can choose
any name, or use a name that is familiar to you, such as NGenDist.
13 In the Password box, type the password for the caller account.
Tip: If you typed NGenDist for the login name, you can use the same
NGenDist password that is used in Contact Center Manager Server, or you
can use a password of your choice.
14 In the Confirm password box, type the same password again.

Installation and Maintenance Guide 375

Installing software on the replicating server (optional) Standard 3.0

15 Click OK.
16 Click Finish to close the wizard.
Result: The Hosts window reappears with the new account selected.
17 In the Selected account name box, type a custom name for this account to
identify it in the list of caller accounts.
18 To continue configuring the account, right-click it, and then select
Properties.
Result: The Host Properties: <account name> window appears.

19 Click the Callers tab.

376 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

20 In the Caller list, select the caller account that you just created (its name
appears blank until you finish configuring it with the following steps), and
then click the Properties icon.
Result: The Caller Properties window appears.

21 Click the Privileges tab.

22 Click the Superuser option button.
23 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Login ID.
24 Click the Security Options tab.
25 Under Login Options, ensure that Limit login attempts per call and Limit
time to complete login are selected and set to 3. Ensure that the Session
options are set to Host and Remote, and the Encryption Level is set to
None.

Installation and Maintenance Guide 377

Installing software on the replicating server (optional) Standard 3.0

26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
28 Click Apply to save your settings.
29 Click the Protect Item tab if you want to assign a password to control who
can modify the Network icon settings. Otherwise, skip to the next step.

ATTENTION
If you select the Required to modify properties option on the
Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep a copy of it
in a safe place. If you forget the password, you cannot change
any settings.

30 Click OK to save all pcAnywhere Host settings.

Result: The Hosts window reappears.

378 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

31 Optionally, repeat steps 4 to 30 to create another caller account of your

choice (for example, NGenDesign).
Tip: If you typed NGenDesign for the login name of the second caller
account, then you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.
32 Close the Symantec pcAnywhere window.

To start pcAnywhere 11.5 or later

1 Log on to Windows as Administrator.
2 From the Windows Start menu, choose All Programs > Symantec
pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.
3 In the pcAnywhere window, in the Hosts pane, right-click the caller account
you created in the previous procedure, and then click Start Host.

Using Microsoft Remote Desktop Connection as your remote support

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

Microsoft Remote Desktop Connection for Administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled. For details, see “To enable
Microsoft Remote Desktop Connection for Administration” on page 380.

Remote Network Connection Configuration

Microsoft Remote Desktop Connection for Administration requires a TCP/IP
connection between the local computer and the remote Contact Center Manager
Administration server (that is, a direct modem connection is not supported). You
have two options for establishing a TCP/IP network connection:
„ Nortel Virtual Private Network (VPN) client for VPN connection
(recommended)

Installation and Maintenance Guide 379

Installing software on the replicating server (optional) Standard 3.0

or
„ Microsoft Network and Dial-up Connection for Remote Access Support
connection

To enable Microsoft Remote Desktop Connection for Administration

Note: In order to enable Microsoft Remote Desktop Connection for

Administration, you must be logged on to the system with administrator
privileges.
1 On the server, click Start >Control Panel > System.
Result: The System Properties Window opens.
2 Click the Remote tab.
3 On the Remote tab, select Enable Remote Desktop on this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

380 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 3. Install Sybase Open Client version 12.5

Introduction

ATTENTION
If you are installing Contact Center Manager
Administration on a coresident server with Contact
Center Manager Server, then Sybase Open Client
version 12.5 is already installed and you can skip
this step. Likewise, you do not need to verify the
version of Sybase that is installed, nor do you need
to update the Sybase 12.5 ODBC driver. In this case,
you can proceed directly to “Step 4. Install the
Crystal Enterprise 10 Embedded software” on page
393.

If you are installing Contact Center Manager Administration on a stand-alone

server, you must install Sybase Open Client version 12.5 and update the Sybase
12.5 ODBC driver to use the Historical Reporting and Contact Center
Management components. To install Sybase Open Client, you must have
administrator privileges on the Contact Center Manager Administration server.

Note: If you have Sybase version 12.0 installed on the Contact Center Manager
Administration 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 Contact Center Manager Administration server, then you must
uninstall it before you install version 12.5. For information about uninstalling
the software, see the documentation posted on the Sybase web site at
www.sybase.com.

After you install Sybase Open Client version 12.5, you must update the Sybase
Open Client driver. For details, see “To update the Sybase ODBC driver” on
page 389.

Installation and Maintenance Guide 381

Installing software on the replicating server (optional) Standard 3.0

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

If the server already has Sybase Open Client installed, perform the following
procedure to verify the version of the software before upgrading to Sybase Open
Client 12.5:
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.

2 Click the Advanced tab.

382 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

3 Click Environment Variables.

Result: The Environment Variables window appears.

4 In the System variables box, locate the Sybase software entries. For
example, if Sybase Open Client version 12.0 is installed on the server, the
list displays SYBASE_OCS: OCS_12_0, and for Sybase Open Client
version 12.5, the list displays SYBASE_OCS: OCS_12_5.
5 If the list displays SYBASE_OCS: OCS_12_5, Sybase Open Client version
12.5 is installed and you can skip to “Step 4. Install the Crystal Enterprise
10 Embedded software” on page 393. If you do not see a Sybase software
entry, or if the list displays SYBASE_OCS: OCS_12_0, you must install
Sybase Open Client version 12.5 by following the procedure “To install
Sybase Open Client version 12.5 or upgrade from version 12.0” on page
384.

Note: Contact Center Manager Administration only functions with Sybase Open
Client 12.5. If the Contact Center Manager Administration 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. For information about
uninstalling Sybase software, see “To uninstall Sybase Open Client” on page
1506.

Installation and Maintenance Guide 383

Installing software on the replicating server (optional) Standard 3.0

To install Sybase Open Client version 12.5 or upgrade from version

12.0
Note: If you are installing Contact Center Manager Administration on a
coresident server with Contact Center Manager Server, then Sybase Open Client
version 12.5 is already installed and you can skip this procedure. Likewise, you
do not need to upgrade the Sybase 12.5 ODBC driver. In this case, you can
proceed directly to “Step 4. Install the Crystal Enterprise 10 Embedded
software” on page 393.
1 Insert the Contact Center Manager installation DVD into the DVD-ROM
drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Sybase, located in the CCMA
folder of the Contact Center Manager installation DVD.

384 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

4 In the Sybase folder, double-click the file setup.exe.

Result: The Sybase Installation Type window appears.

5 Click Standard Install, and then click Next.

Result: The Choose Directory window appears.

6 If you are installing the software for the first time, type a 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,
type E:\Sybase. If you do not know this location, type a new location in

Installation and Maintenance Guide 385

Installing software on the replicating server (optional) Standard 3.0

which to install the software, or accept the default location shown

(C:\SYBASE).

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.”

7 Click Next.
Result: The Summary window appears and displays the components being
installed.

386 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

8 Click Next.
Result: The Create Directory window appears and prompts you to confirm
the name of the directory to which the files will be copied.

9 Click Yes.
Result: The Installing window appears and displays a status bar while the
system installs the program.

10 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 or reinstall these Sybase files:
„ replace mchelp.dll version 12.0 with version 12.5.0.0
„ replace mclib.dll version 12.0 with version 12.5.0.0
„ replace Language Modules version 12.0 with version 12.5
„ reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you
can click either Yes or No. Because the file is optional, your choice does not
affect the Sybase installation. If you choose to replace the optional Power
Dynamo file, replace version 3.0.0 with version 3.5.2.

Installation and Maintenance Guide 387

Installing software on the replicating server (optional) Standard 3.0

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: Click OK if a window with the following message appears:
COMCTL32.DLL - The system does not need this update.
Result: When the installation is complete, the Sybase Installer
Confirmation window appears and prompts you to restart the system before
configuring the installed components.

11 Click Yes.
Result: This can take several minutes. 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 and confirms the
Sybase installation.

ATTENTION
Do not remove the Contact Center Manager
installation DVD from the DVD-ROM drive during the
system restart process. The Installation Wizard
carries out some final configuration procedures after
the system restarts.

12 Click OK.
13 Close the Control Panel window. Continue with the following procedure,
“To update the Sybase ODBC driver” on page 389.”

388 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To update the Sybase ODBC driver

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

ATTENTION
If you are installing Contact Center Manager Administration
on a coresident server with Contact Center Manager Server,
then the Sybase OBDC driver is already updated and you can
proceed directly to “Step 4. Install the Crystal Enterprise 10
Embedded software” on page 393. The Contact Center
Manager Server uses the ODBC driver version 4.10.00.41.
Therefore, Nortel recommends that you do not install
EBF11113 as part of the Contact Center Manager
Administration installation as it will overwrite the OBDC
version used by Contact Center Manager Server and can
impact operation of the Contact Center Manager Server.

Notes:
„ If you already have Sybase Open Client 12.5 installed on the Contact
Center Manager Administration server and are upgrading Contact Center
Manager Administration from one build to the next build, then you must
update the Sybase Open Client 12.5 ODBC driver before you upgrade the
Contact Center Manager Administration software.
„ For further instructions, see the instructions.txt file, which is located in the
EBF11113 folder on the Contact Center Manager installation DVD.
1 On the Contact Center Manager Administration server, free up all active
Sybase Open Client connections as follows:
a. Close all Contact Center Manager Administration browser sessions.
b. Stop any other third-party applications that are running on the Contact
Center Manager Administration server and that use Sybase Open
Client.
2 On the Contact Center Manager Administration server, reset IIS as follows:
a. Click Start > Run.
b. In the Open box, type cmd.
c. Click OK.
d. At the prompt, type iisreset.

Installation and Maintenance Guide 389

Installing software on the replicating server (optional) Standard 3.0

e. Press Enter.
Result: The following screen appears.

3 Install the updated driver, EBF11113, as follows:

a. At the MS-DOS prompt, navigate to the root directory of the Contact
Center Manager Administration DVD-ROM. For example, <x>: \CCMA
(where <x> is the location of the DVD-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 the Sybase Open Client 12.5 software installed on
the Contact Center Manager Administration server (for example,
c:\sybase); and C:\EBF11113.TXT is the log file that you can use to
verify that 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 Contact Center Manager Administration server, verify that the
system successfully updated the driver as follows:
a. Click Start > Administrative Tools > Data Sources (ODBC).
Result: The ODBC Data Source Administrator window appears.
b. Click the Drivers tab.

390 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

c. On the tab, scroll down until you locate the Sybase ASE ODBC driver.
The correct driver version is 4.10.00.49.
d. Click OK.
Note: If the ODBC driver version is not 4.10.00.49, then open the log file,
C:\EBF11113.txt, to see if there were any error messages recorded during
the xcopy command.
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

Installation and Maintenance Guide 391

Installing software on the replicating server (optional) Standard 3.0

EBF11113\OLEDB\sydaase.hlp
EBF11113\OLEDB\sydaaser.dll
EBF11113\OLEDB\sydaldap.dll
25 File(s) copied

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 8. Install required hot fixes for third-party software” on page 441.

392 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 4. Install the Crystal Enterprise 10

Embedded software

Introduction
To work with the Historical Reporting component in Contact Center Manager
Administration, you must first manually install the Crystal Enterprise 10
Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so will halt the Contact Center
Manager Administration installation.

The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You do not need to purchase a separate license.

To install Crystal Enterprise 10 Embedded

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.

Installation and Maintenance Guide 393

Installing software on the replicating server (optional) Standard 3.0

3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA

folder of the Contact Center Manager installation DVD.
4 In the CR10_EE folder, double-click the file setup.exe.
Result: The Welcome window appears.

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

394 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

6 Accept the terms of the license agreement, and then click Next.
Result: The User Information window appears.

7 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type window appears.

Installation and Maintenance Guide 395

Installing software on the replicating server (optional) Standard 3.0

8 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.

9 Click Next.
Result: The system begins installing the software and the following window
appears.

396 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

10 When the installation is finished, the Completed window appears.

11 Click Finish.

To install Crystal 10.0 Common Hotfix patch

Note: The Crystal 10.0 Common Hotfix patch must be installed after installing
the Crystal Enterprise 10 Embedded software, and before installing Contact
Center Manager Administration.

Installation and Maintenance Guide 397

Installing software on the replicating server (optional) Standard 3.0

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.
Result: The Legal Disclaimer information appears.
6 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes will be stopped during the installation.

398 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

7 Read the warning and click Next.

Result: The Select Components screen appears.
8 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
9 Read the information and click Next.
Result: Windows will appear informing you of the services that are being
stopped. After the installation is complete, a dialog box appears asking if
you want to view a readme file.
10 Select Yes or No, depending on your preference
Result: A dialog will appear prompting you to restart your services.
11 Click Yes.
Result: The InstallShield Wizard Complete window appears.
12 Click Finish.

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 8. Install required hot fixes for third-party software” on page 441.

Installation and Maintenance Guide 399

Installing software on the replicating server (optional) Standard 3.0

Step 5. Log into the same domain as the

primary CCMA server

Introduction
The domain user you log on as must already exist on the domain controller, and
must be a member of both the Administrators group and the Replicator group. In
addition, this user must be configured to run as a service.

Before installing the replicating server, you must know the ADAM service
account options that are available to you based on the environment into which
you are installing the replicating server. For details, see “ADAM and service
accounts” on page 1652.

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

400 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

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.

Installation and Maintenance Guide 401

Installing software on the replicating server (optional) Standard 3.0

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.
5 In the Domain text box, type the name of the domain of which the Contact
Center Manager Administration primary server is a member (you must
provide the fully qualified domain name of the domain, which includes the
prefix and suffix).
6 Click OK.
Result: A window appears asking you for a name and password with
permission to join the domain.

7 Type the name and password in the appropriate boxes.

8 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
9 Restart the server when prompted to do so.

What’s next?
Install the Contact Center Manager Administration software. For details, see
Section B: “Installing the software on the replicating server” on page 403.

402 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Section B: Installing the software on the

replicating server

In this section
Step 6. Install the software on the replicating server 404
Step 7. Apply the same Service Update as on the primary server 434
Step 8. Install required hot fixes for third-party software 441

Installation and Maintenance Guide 403

Installing software on the replicating server (optional) Standard 3.0

Step 6. Install the software on the replicating

server

Introduction

ATTENTION
Before performing the procedures in this step, you must
install a primary Contact Center Manager Administration
server by following the procedures in Chapter 3,
“Installing the software on the primary server.”
If you are reinstalling Contact Center Manager
Administration, or if you are upgrading from an earlier
version of Symposium Web Client, then there are a
different series of steps that you must follow. For details,
see Chapter 7, “Upgrading overview.”

Before you begin the procedures in this step you must complete the following
tasks:
„ Read the Contact Center Planning and Engineering Guide. This guide
contains important information about the Contact Center 6.0 data network
and how the components of the suite work together.
„ Read and complete the procedures in the Contact Center Installer’s
Roadmap. This guide contains important information about the information
that you need to collect about your network system in order to complete the
Contact Center Manager Administration installation.
„ Read and complete the procedures in the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide. This guide contains important information about
server software and hardware requirements, and includes procedures for
installing and configuring Windows Server 2003 on the application server.
„ Verify that Internet Information Services (IIS) is installed. To do this, click
Start > All Programs > Administrative Tools. If Internet Services
Manager is listed, IIS was successfully installed. If IIS does not appear,
then you must ensure that it is correctly installed before you proceed with
the Contact Center Manager Administration installation. For details about

404 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

installing IIS, see the Contact Center Manager Technical Requirements and
Operating System Configuration Guide.

You must have administrator privileges in Windows Server 2003 to install

Contact Center Manager Administration on the Contact Center Manager
Administration server.

ATTENTION
It is important to take note of the Administrator account that
you use to install Contact Center Manager Administration
software, Service Updates, Service Update Supplements, or
designer fixes and patches. If you have multiple Administrator
accounts, you must ensure that you always use the same
account to install or uninstall Service Updates, Service Update
Supplements, and any designer fixes or patches on the server.
If you install an update with one account, and then try to
install the next update or uninstall the current patch while
logged on as a different account, the installation or
uninstallation will fail.

Installation and Maintenance Guide 405

Installing software on the replicating server (optional) Standard 3.0

To install Contact Center Manager Administration on the replicating

server
1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
Result: The Contact Center Manager DVD installer main menu opens.

3 Select Contact Center Manager Administration from the components

list.

406 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

4 Click Install
Result: The DVD Installer main menu disappears. 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.The Contact Center
Manager Administration Setup Wizard window appears.

5 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to enable replication.

Installation and Maintenance Guide 407

Installing software on the replicating server (optional) Standard 3.0

6 Click Yes to enable replication.

Result: The Welcome window for the ADAM setup wizard appears.

7 Click Next.
Result: The Customer Information window appears.

408 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

8 Click Next.
Result: The ADAM license agreement appears.

9 Accept the terms of the license agreement, and then click Next.
Result: The Installation Options window appears.

Installation and Maintenance Guide 409

Installing software on the replicating server (optional) Standard 3.0

10 Ensure that the default value ADAM and ADAM administration tools is
selected, and then click Next.
Result: The Setup Options window appears.

11 Click A replica of an existing instance, and then click Next.

Result: The Instance Name window appears.

410 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

12 Type a name by which this instance of ADAM can be identified. For proper
replication of Contact Center Manager Administration data, you must type
SymposiumWC, and then click Next.
Result: The Ports window appears.

Based on the server configuration, the default values in this window vary, as
follows:
„ Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear
in this window.
„ Port 50000 for LDAP and port 50001 for SSL appear in this window.
13 Before accepting these default values, check with your administrator to
ensure that these ports match the port numbers used for the primary
Contact Center Manager Administration installation with which you will
replicate.
Note: To create a replicating configuration set of Contact Center Manager
Administration servers, the port numbers entered in the Port window must
match the port numbers used for the installation of the primary Contact
Center Manager Administration server. As with the primary Contact Center
Manager Administration installation, these ports must not be used by any
other application.
14 Before accepting these default values, check with your administrator to
ensure that these ports are not used by any other application. If these ports

Installation and Maintenance Guide 411

Installing software on the replicating server (optional) Standard 3.0

are already being used, then ask your administrator to recommend new
port numbers and type them in the boxes provided.
15 Click Next.
Result: The Joining a Configuration Set window appears.

16 In the Server box, type the name of the primary Contact Center Manager
Administration server with which you want to replicate. If you do not know
the name of the computer, perform the following steps. Otherwise, skip to
step 17.
a. Click Browse to locate the computer.
Result: The Select Computer window appears.
b. In the Select this object type box, ensure that Computer appears. If it
does not appear, then click Object Types and select Computer.
c. In the From this location box, ensure that your domain controller
appears. If it does not appear, then click Locations to select it.
d. When these values are in the boxes noted, click Advanced.
e. Click Find Now.
Result: The list of available computers appears at the bottom of the
window.

412 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

f. From the list of computers, select the primary Contact Center Manager
Administration server with which you want to replicate, and then click
OK.
Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.
17 In the LDAP Port box, type the port number on the remote server that the
ADAM instance uses to communicate, and then click Next.
Note: You must type the correct computer name and port number. If you
type incorrect information in this window, an error message appears.
Result: The Administrative Credentials for the Configuration Set window
appears. A configuration set is a group of ADAM instances that share the
same configuration and schema. For example, when you replicate Contact
Center Manager Administration ADAM instances, they all belong to the
same configuration set.

18 To select an administrative user before you can add this remote ADAM
instance into the existing configuration set, click This account, and then
type the domain name followed by the username in the format <domain
name>\<username>. For example, in the figure above, the domain name is
APPTEST2, and the username is DomainUserX.
Note: The domain user you select must already exist on the domain
controller, and must be a member of both the Administrators group and the

Installation and Maintenance Guide 413

Installing software on the replicating server (optional) Standard 3.0

Replicator group. In addition, this user must be configured to run as a

service.
19 In the Password box, type the password for this user account, and then
click Next.
Result: The system confirms the existence of the other ADAM instance on
the server you indicated, and confirms the port number and user
credentials you typed. The Copying Application Directory Partitions window
appears.

20 In the Available partitions box, select the partition

DC=Nortelnetworks,DC=COM, and then click Add to move it to the
Partitions to copy box.
Tip: The directory partitions that exist in the other ADAM instance appear in
the Available partitions box. All Contact Center Manager Administration-
specific ADAM instances have the DC=Nortelnetworks,DC=COM partition.
(If this partition does not appear, then this ADAM instance contains no
Contact Center Manager Administration-specific data and you cannot
replicate this instance.)

414 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

21 Click Next.
Result: The File Locations window appears. This window displays the
location where ADAM-specific files reside on the Contact Center Manager
Administration server.

22 Accept the default values, and then click Next.

Result: The Service Account Selection window appears.

Installation and Maintenance Guide 415

Installing software on the replicating server (optional) Standard 3.0

23 Choose the option for service account requirements of the ADAM instance
that you are creating that best suits your network configuration, and then
click Next.
Note:
„ Because ADAM runs as a service on the server, it requires a service
account. ADAM service account requirements depend on the Windows
domain environment in which you are installing ADAM, and the options
in this window vary based on your configuration. In this example, ADAM
is installed as a Windows Server 2003 member server in a Windows
2000 domain, so Network service account is selected.
„ The values shown in this procedure are only sample values that you can
choose if the Contact Center Manager Administration server is a
Windows Server 2003 member server in a Windows 2000 domain.
There are other possible configurations for which these values do not
work. Therefore, you must choose the appropriate values based on your
specific network configuration. See “ADAM and service accounts” on
page 1652 and the Microsoft documentation for more information.
Result: The ADAM Administrators window appears. In this window, you
specify an account or group that can be used to administer this ADAM
instance.

416 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

24 Ensure that This account is selected, and then click Browse to locate the
account on the local PC.
Result: The Select User or Group window appears.

25 Ensure that the local computer name appears in the From this location
box (the computer on which you are installing ADAM). If the Contact Center
Manager Administration server name does not appear, then click
Locations and browse to the correct computer name.

Installation and Maintenance Guide 417

Installing software on the replicating server (optional) Standard 3.0

26 Click Advanced.
Result: The lower portion of the Select User or Group window expands.

418 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

27 Ensure that User, Group, or Built-in security principal appears in the

Select this object type box. (If it does not appear, then click Object Types
and locate it.) Click Find Now.
Result: The list of all the user accounts, groups, and security principals
configured on the server appears.

28 From the list of user accounts and groups, select the Administrators
group, and then click OK.
Note: Ensure that you click the Administrators (plural) group, as shown in
the example. Groups are denoted by the double-head icon, while users are
denoted by a single-head icon.
Result: The Select User or Group window reappears, with the
Administrators group shown in the lower portion of the window.

Installation and Maintenance Guide 419

Installing software on the replicating server (optional) Standard 3.0

29 Confirm that you have selected the correct group (Administrators), and that
it is located on the local computer, and then click OK.
Result: The ADAM Administrators window reappears with the
Administrators group shown in the lower portion of the window.
30 Click Next.
Result: The Ready to Install window appears.

31 Confirm the installation components, and then click Next.

Result: The Completed window appears, notifying you that ADAM is
successfully installed.

420 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

32 Click Finish.
Result: The Customer Information window appears.

a. In the username and Organization boxes, type the appropriate

information.
b. To set up access restrictions for this Contact Center Manager
Administration 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
Contact Center Manager Administration.

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 Contact Center
Manager Administration from using the Contact Center
Manager Administration server.

Only for me (<user name>) indicates that you want only a user with
your username and password to be able to log on to Contact Center
Manager Administration.

Installation and Maintenance Guide 421

Installing software on the replicating server (optional) Standard 3.0

33 Click Next.
Result: The Simple Object Access Protocol (SOAP) Configuration
Parameters window appears.

34 In the SOAP Configuration Parameters window, type the URL that you
use to access Contact Center Manager Administration on the Contact

422 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Center Manager Administration server. Enter the URL without the http://
prefix and with less than 24 characters.

ATTENTION The URL in the SOAP Configuration Parameters window

cannot exceed 24 characters. If your Contact Center
Manager Administration server URL exceeds 24
characters (for example, if your site refers to the fully
qualified domain name of the Contact Center Manager
Administration server in the SOAP files), you must enter a
URL less than 24 characters in the SOAP Configuration
Parameters windows during the installation. To update
the SOAP files with the correct Contact Center Manager
Administration server URL that exceeds 24 characters
after the installation, run the ChangeSOAPSrv utility after
you install SU02, SU0201, DP020101, and DP020103 on
the application server. For information about how to run
the ChangeSOAPSrv utility, see “To run the
ChangeSOAPSrv utility” on page 1837.

The following list provides additional information about the URL that you
type into this window:
„ If the Contact Center Manager Administration default URL is the same
as the Contact Center Manager Administration server computer name,
then you can accept the default value shown.
„ If the Contact Center Manager Administration default URL is the Contact
Center Manager Administration server fully qualified host name (for
example, <computer name>.<domain name>.com), then you must type
this name. To view the fully qualified domain name of the server, ping
the server computer name. The results of a successful ping include the
fully qualified domain name.
„ If the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, then you
must type the fully qualified domain name in this window. To view the
fully qualified domain name of the server, ping the server computer
name. The results of a successful ping include the fully qualified domain
name.
„ If you are installing Contact Center Manager Administration as a virtual
directory on an existing web site, then you must type either the

Installation and Maintenance Guide 423

Installing software on the replicating server (optional) Standard 3.0

computer name or the fully qualified host name as usual; do not type a
value that includes the virtual directory name.
Note: If you are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration 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 Contact Center Manager Administration server.
For details about configuring the client PC after installing Contact Center
Manager Administration, see “Step 3. Configure Internet Explorer” on page
255.
35 Click Next
Result: If you are performing an installation without replication, the Port
Configuration for ADAM window appears.

ATTENTION If you are performing an installation with replication enabled,

the Web Site Type window appears and you must skip step 32
and 33 and proceed directly to the result in step 34.

Based on the server configuration, the default values in the Port

Configuration for ADAM window vary, as follows:
„ Port 389 for LDAP and port 636 for SSL appear in this window.
„ Port 50000 for LDAP and port 50001 for SSL appear in this window.
36 Before accepting these default values in the Port Configuration for ADAM
window, 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.

424 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

37 Click Next.
Result: The Web Site Type window appears.

You can install Contact Center Manager Administration as the default web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing web site. For more information
about how to determine the type of web site that best suits your company’s
needs, see “Web sites and virtual directories” on page 1956.
To install Contact Center Manager Administration as the default web
site
a. Click Default and proceed to step 38.

ATTENTION
For optimum performance, Nortel recommends that you
click Default, reserving the Contact Center Manager
Administration server solely for the use of Contact Center
Manager Administration.

or
To install Contact Center Manager Administration as a virtual
directory on an existing web site
a. Click Existing.

Installation and Maintenance Guide 425

Installing software on the replicating server (optional) Standard 3.0

b. Click Next.
Result: The Virtual Directory Name window appears with WClient as
the default name.
c. If you want to change the name, type a new name. Do not use an
underscore (_) in the virtual directory name.
Note: The name you choose will be the name of the folder in the Default
Web Site tree in IIS. To see a sample of Contact Center Manager
Administration as a virtual directory and as a default web site, see “Web
sites and virtual directories” on page 1956.
d. Proceed to step 38.
38 Click Next.
Result: The Destination Folder window appears.

426 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

39 Review the default destination folder. To change the folder location, click
Change and select a different location. To accept the default folder location,
click Next.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 427

Installing software on the replicating server (optional) Standard 3.0

40 Click Next.

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

Result: The Installing Contact Center Manager Administration progress

window appears.

Note: The Files in Use window may appear and notify you of files that you
are using or windows that you have open that are preventing the Contact
Center Manager Administration 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 or
Remove Programs window. In this case, click Retry. If the installation does
not proceed, then click Ignore. The installation proceeds.
41 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom

428 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

password for the iceAdmin user account. This user account has full
administrative privileges and is required for proper Contact Center Manager
Administration functionality.
Note: You are only required to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. Because you are
now performing a fresh installation, the Old Password box is unavailable.

42 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see “Step 20. Change
the iceAdmin user account password (optional)” on page 528.
43 In the Confirm Password box, type the password again.
44 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 45.

Installation and Maintenance Guide 429

Installing software on the replicating server (optional) Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

430 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

45 Click OK.
Result: The system ensures that you typed the same password both times,
and registers the new password. After the system installs Active Directory
Application Mode (ADAM), the Crystal Reports templates and Server
SOAP templates, the Welcome to the InstallShield Wizard for
ServerSoapInstall window appears.

Note: If the window does not appear, the system automatically starts
installing the SOAP files. In this case, proceed to the next step.

Installation and Maintenance Guide 431

Installing software on the replicating server (optional) Standard 3.0

46 The program searches for installed components, and then installs the
required SOAP files.
Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

47 Click Finish to exit the setup wizard.

Note: If you are performing an installation with replication, this instance of
ADAM now has all existing data that resides in the ADAM instance with
which it is replicated. From this point on, replication works both ways, with
each computer sharing its ADAM data with the other computer.
Result: The Contact Center Manager Administration Installer Information
dialog box appears.

432 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

48 Click Yes to restart your computer.

ATTENTION
After the ADAM installation is complete, the first time
full replication takes place, you may have to wait for
some time for it to finish. The amount of time required
depends on the setup of the server (for example,
whether it is in a domain, trusted domain, LAN, or a
WAN) and the speed of the network. You cannot log on
to Contact Center Manager Administration until
replication is fully completed on the new Contact
Center Manager Administration server. After replication
is complete, you can use Contact Center Manager
Administration. Replication is thereafter transparent to
the user.

Installation and Maintenance Guide 433

Installing software on the replicating server (optional) Standard 3.0

Step 7. Apply the same Service Update as on

the primary server

Introduction
When you apply Service Updates or Service Update Supplements to one Contact
Center Manager Administration server in a replicating set, you must apply the
same Service Updates and Service Update Supplements to all Contact Center
Manager Administration servers in the configuration set.

This section includes procedures for downloading and applying the same
Service Update as on the primary Contact Center Manager Administration
server from www.nortel.com/espl. For further details about downloading and
applying Service Updates, see Chapter 13, “Applying Service Updates, Service
Update Supplements, and Designer Patches”.

Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP).
„ Service Updates (SUs) are major updates to software releases. They
include new features as well as major changes and fixes to the software.
Service Updates also include all relevant SUS and DPs that were issued
since the release of the last SU. Service Updates are numbered sequentially
in the format CCMA_6.0_SU_01, CCMA_6.0_SU_02, and so on. Service
Updates for Contact Center 6.0 are faster to download and install than the
Service Updates for previous releases because they do not include the entire
application, but only the changed or updated portions of the software.
„ Service Update Supplements (SUS) are fixes for Service Updates that are
required for all customers. SUS are much faster and easier to download
and install than Service Updates. SUS are numbered sequentially in the
format CCMA_6.0_SUS_0101, CCMA_6.0_SUS_0102, and so on. You
can install an SUS only if its corresponding Service Update is already
installed. For example, if SU01 is installed, then you can install
CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.

434 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

„ Designer Patches (DP) are critical patches that are released to a limited
number of customers to address specific customer issues. DP are numbered
sequentially in the format CCMA_6.0_DP_010101,
CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure a
location and installed on the recommendation of a Nortel support
technician. For details about installing Designer Patches, see Chapter 13,
“Applying Service Updates, Service Update Supplements, and Designer
Patches.”

Note: The numbers of the Service Updates, Service Update Supplements, and
Designer Patches shown in the previous bullets are listed as examples only.

Installation order for Service Updates and Service Update

Supplements
Every Service Update (SU) contains all the fixes included in previously released
SU and SUS. Therefore, you do not need to sequentially install all Service
Updates that are released.

For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, SUS0102 in the SU02 release.

Note: Designer Patches (DP) address critical issues for specific customers. A
DP is usually posted to a secure location and installed on the recommendation of
a Nortel support technician.

Installation and Maintenance Guide 435

Installing software on the replicating server (optional) Standard 3.0

Applying the same Service Update or Service Update Supplement as

on the primary server

ATTENTION „ When you install the latest Service Update, take

note of the Administrator account with which
you are currently logged on to the server. If you
have multiple Administrator accounts, you
must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and Designer
Patches on the server. If you install an update
with one account, and then try to install the next
update or uninstall the current patch while
logged on as a different account, the installation
or uninstallation fails.
„ Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater
than 24 characters. In this scenario, the License
Manager Service will not start and the Service
Update installation will fail. The
ServerSoapName value exceeds 24 characters
when your site references the Contact Center
Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL
of more than 24 characters in the SOAP
Configuration Parameters window during the
Contact Center Manager Administration
installation. For information about
troubleshooting this issue, refer to “Installation
of SU02 or SUS0201 fails because License
Manager Service does not start” on page 1823.

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.

436 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

„ Before installing the Service Update or Service Update Supplement, Nortel

recommends that you verify the patch level currently installed on the server
by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
„ To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for
example, WinZip).

To apply the same Service Update or Service Update Supplement as

on the primary server
1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that may have been issued since the
release of the DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.
3 Download the same Service Update as is on the primary server and its
associated Readme file. Save the file on the replicating Contact Center
Manager Administration server. Service Updates are packaged as self
extracting executable files.
4 Download the same Service Update Supplement as is on the primary
server and its associated Readme file. Save the file on the replicating
Contact Center Manager Administration server. Service Updates
Supplements are packaged as self extracting executable files.
5 Extract the contents of the executable file to the location of your choice by
running the executable file.
6 Extract the contents of the .zip file(s) to the location of your choice.

Installation and Maintenance Guide 437

Installing software on the replicating server (optional) Standard 3.0

7 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.

8 Click Yes to read the file, or No to proceed directly with the installation.
Notes:
„ The readme file can contain important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
„ If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
installation for the older patch again. For details on uninstalling patches,
see “Uninstalling an SU, SUS, or DP” on page 1584.

438 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

9 Click Next.
Result: The Ready to Install window appears.

Notes:
„ If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
„ Click Next to remove the patches. When the system has finished
removing the patches, the installation of the new patch proceeds. See
step 9.
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

Installation and Maintenance Guide 439

Installing software on the replicating server (optional) Standard 3.0

10 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.

Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
11 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
12 Repeat steps 6-11 to install other Service Update Supplements and
Service Updates that correspond to those installed on the primary server.
13 After all the SU and SUS are installed, close all windows and restart the
server.

440 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 8. Install required hot fixes for third-party

software

Introduction
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.

To install required hot fixes for third-party software

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
4 Nortel also recommends that you go to the web site www.nortel.com/espl to
check for any hot fixes that may have been issued since the release of the
DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

Installation and Maintenance Guide 441

Installing software on the replicating server (optional) Standard 3.0

What’s next?
Configure the Contact Center Manager Administration software by following
the postinstallation procedures. For details, see Section C: “Postinstallation on
the replicating CCMA server” on page 443.

442 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Section C: Postinstallation on the

replicating CCMA server

In this section
Overview 444
Step 9. Add ASP.NET applications to IIS 445
Step 10. Configure IIS settings for Report Creation Wizard 449
Step 11. Add the IUSR_SWC account as the anonymous user account 453
Step 12. Configure License Manager Service 464
Step 13. Configure Logon Warning Message (optional) 468
Step 14. Configure Real-Time Reporting 473
Step 15. Configure Emergency Help 482
Step 16. Configure SMTP and printers for Historical Reporting (optional) 484
Step 17. Configure shared folders for Historical Reporting (optional) 496
Step 18. Configure Scripting 523
Step 19. Configure Agent Desktop Display parameters on the server 524
Step 20. Change the iceAdmin user account password (optional) 528
Step 21. Configure language support (other than English) 532
Step 22. Install the XML Automated Assignments feature (optional) 553
Step 23. Configure Internet Explorer 556
Step 24. Copy latest user guides to the CCMA server 571
Step 25. Other postinstallation tasks 573

Installation and Maintenance Guide 443

Installing software on the replicating server (optional) Standard 3.0

Overview

This section describes how to complete the following postinstallation tasks:

„ Adding the server to an existing domain
„ Configuring IIS to support the Contact Center Manager Administration
software
„ Adding the IUSR_SWC account as the anonymous user account
„ Configuring the various components of Contact Center Manager
Administration on the server
„ Configuring shared network folders for synchronizing reports
„ Copying the latest user guides to the Contact Center Manager
Administration server

444 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 9. Add ASP.NET applications to IIS

Introduction
In order for the Report Creation Wizard component of Contact Center Manager
Administration to function, IIS must be configured to support ASP.NET
applications.

Note: If you have already installed and configured IIS with Simple Mail
Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager
Administration server, proceed to “Step 10. Configure IIS settings for Report
Creation Wizard” on page 449.

If you do not perform this task, the following error message will appear when
you attempt to launch Report Creation Wizard:
"Visual Studio.NET has detected that the specified Web
server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”

Note: You may be asked for your Windows 2003 Server installation CD during
the configuration steps of this procedure.

Installation and Maintenance Guide 445

Installing software on the replicating server (optional) Standard 3.0

To configure Internet Information Services (IIS) to support ASP.NET

applications
1 On the server, click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.

446 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

2 In the left pane, click Add/ Remove Windows components.

Result: The Windows Components Wizard window opens.

3 Under Components, select Application Server, and then click Details.

Result: The Application server dialog box opens.

4 Under Subcomponents of Application Server, select the check box next

to the ASP.NET component.

Installation and Maintenance Guide 447

Installing software on the replicating server (optional) Standard 3.0

5 Click OK
Result: The Application server dialog box closes.
6 Click Next.
Note: If you are asked to insert your Windows Server 2003 installation disk,
insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.
8 Close all windows to complete the procedure.

448 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 10. Configure IIS settings for Report

Creation Wizard

Introduction
The task is required in order for the Report Creation Wizard component to
function.

To configure IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
Result: The folder expands.
4 In the left pane, click the plus (+) sign next to Default Web Site.
Result: The folder expands.

Installation and Maintenance Guide 449

Installing software on the replicating server (optional) Standard 3.0

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties window opens.

450 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

6 Click the Create button to create an application

Result: RCW appears in the Application name box.

7 In Execute Permissions, select Scripts and Executables from the menu.

8 Click Apply to apply the changes.
9 Click OK to close the dialog box.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
Result: The folder expands.
11 In the left pane, click the plus (+) sign next to Application Pools.
Result: The folder expands.

Installation and Maintenance Guide 451

Installing software on the replicating server (optional) Standard 3.0

12 Click on DefaultAppPool.
Result: RCW appears as a default web site in the right pane.

13 Close all windows to complete the procedure.

452 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 11. Add the IUSR_SWC account as the

anonymous user account

Introduction
You must perform this procedure on Contact Center Manager Administration
servers running Windows Server 2003 after you have installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].

Note: You only need to perform this procedure once. If you upgrade Contact
Center Manager Administration after you perform this procedure, you do not
need to perform the procedure again.

There are two main parts to this procedure:

„ You must change the default password for the IUSR_SWC account to a
password of your choice.
„ Then you must add this user account as the IIS anonymous user account.

To add the IUSR_SWC account as the anonymous user account for IIS
1 Click Start > Administrative Tools > Computer Management.
Result: The Computer Management window appears.

Installation and Maintenance Guide 453

Installing software on the replicating server (optional) Standard 3.0

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

454 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

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 menu.
Result: A warning box appears.

Installation and Maintenance Guide 455

Installing software on the replicating server (optional) Standard 3.0

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 in Step 20.
7 Click OK.
Result: A window appears confirming that the password has been set.

8 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.
9 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

456 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

Installation and Maintenance Guide 457

Installing software on the replicating server (optional) Standard 3.0

12 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

458 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 459

Installing software on the replicating server (optional) Standard 3.0

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

460 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

17 Click Find Now.

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

Installation and Maintenance Guide 461

Installing software on the replicating server (optional) Standard 3.0

18 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.

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

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

462 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

21 Click OK.
Result: The Confirm Password window appears.
22 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
23 Click OK to save your changes.
24 Close all windows.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the text box, type iisreset.
27 Click OK.
28 Close all windows to complete the procedure.

Installation and Maintenance Guide 463

Installing software on the replicating server (optional) Standard 3.0

Step 12. Configure License Manager Service

Introduction
The License Manager Service—Configuration Setup utility is used to set up the
registry entries required to communicate with the License Manager Server that is
installed on Contact Center Manager Server. It also provides an option to log the
debug trace for the License Manager Service events.

On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.

For a coresident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields will be
read-only. It is assumed that for a coresident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server
installation procedure.

To configure the License Manager Service

Note: Click on the Cancel button to cancel any changes made during this
procedure.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, navigate to the LM Service Configuration folder by
clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

464 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

Installation and Maintenance Guide 465

Installing software on the replicating server (optional) Standard 3.0

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service—Configuration Setup window appears.

5 Enter the Primary LM Server's IP address/port number information.

Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
6 Enter the Standby LM Server's IP address/port number information
(optional, if available).
Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
Note: The LM Service log file (LMService.log) location is displayed. It is
located at the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
7 Select the LM Service log level from the menu. The available options are:
„ No logging: No events will be logged to LMService.log. However, if
errors or warning are received during the course of LMService
operation, the event will be written to the LMService.log.

466 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

„ Errors only: Only errors and warning events will be logged to the
LMService.log file.
„ Debug: All events including informational messages will be logged to
the LMService.log file.
8 If you selected Errors only or Debug in the LM Service Log Level, enter
the log file size.
Note: Default is 1 MB.
9 Click OK to submit the information.
Result: The Configuration Completed dialog box appears.

10 Click OK
Result: A dialog box appears, prompting you to restart the License
Manager Service.

11 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service has restarted.
12 Click OK.
13 Close all windows to complete the procedure.

Installation and Maintenance Guide 467

Installing software on the replicating server (optional) Standard 3.0

Step 13. Configure Logon Warning Message

(optional)

Introduction
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message will not be visible unless you configure your
message title and text in the Local Security Policy tool of Windows Server 2003.

Note: If you already have a domain security policy in place with a log-in
warning message configured, you will not be able to change the log-in warning
message using this procedure. In this case, you will need to contact your
Administrator to change the log-in warning message.

If you do not want to configure a log-in warning message, proceed to “Step 14.
Configure Real-Time Reporting” on page 473.

Configuring your logon warning message

To configure your logon warning message title and text

1 Click Start > Administrative Tools > Local Security Policy.
Result: Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.
Result: The folder expands.

468 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

3 In the left pane, click the folder Security Options.

Result: The Security Options are displayed in the right pane.

4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon window appears.

6 Type your message title into the text box.

7 Click Apply.

Installation and Maintenance Guide 469

Installing software on the replicating server (optional) Standard 3.0

8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.
9 In the list of Security Options, right-click the Security Option Interactive
logon: Message text for users attempting to log on.
10 Select Properties from the menu.
Result: The Interactive Logon window appears.

11 Type your warning message into the text box.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.
14 Close all windows to complete the procedure.

470 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To enable the logon warning message

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, click the Login Warning Message folder.

Installation and Maintenance Guide 471

Installing software on the replicating server (optional) Standard 3.0

3 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties window appears.

4 Ensure that the Use Login Warning Message box is selected. The
message that will be displayed is shown in the text box as read-only.

Note: Both the title and the text must be configured in the Security Policy tool
for the message to appear. For details, see “To configure your logon warning
message title and text” on page 468.
5 Click OK.
6 Close all windows to complete the procedure.

ATTENTION
The Use Login Warning Message setting is server-specific. If
the Contact Center Manager Server is part of a networked
contact center, this setting needs to be set on each Contact
Center Manager Administration server.

472 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 14. Configure Real-Time Reporting

Introduction
For Contact Center Manager Administration’s Real-Time Reporting component
to function properly, you must configure two different IP multicast addresses:
„ the Contact Center Manager Administration server receiving IP multicast
address (the address it uses to receive multicast data from Contact Center
Manager Server; it is the same as the IP multicast address on Contact
Center Manager Server)
„ the Contact Center Manager Administration server sending IP multicast
address (the address it uses to send multicast data)

Note: The Contact Center Manager Administration server sending and receiving
IP multicast addresses must be different.

The Contact Center Manager Administration server constantly monitors its

receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.

Note: The IP multicast address that the server in Contact Center Manager Server
uses to send data must be configured on Contact Center Manager Server. This
address is listed in the IP Multicast Group box. For details, see the Contact
Center Manager 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 Contact Center Manager Administration
server supports multicast clients, unicast clients, or both multicast and unicast
clients. For more information about these icons, see “Determining the
transmission method that is enabled on the Contact Center Manager
Administration server” on page 1863.

Installation and Maintenance Guide 473

Installing software on the replicating server (optional) Standard 3.0

Note: The unicast communication option applies only between the Contact
Center Manager Administration server and the client PCs. Because the Contact
Center Manager Administration server receives all the raw data from each server
in Contact Center Manager Server through multicast channels, this network
segment must always be multicast-enabled.

In certain circumstances, not all segments of a network are multicast-enabled

(for example, when the network equipment cannot support multicast, or when
the client PCs are at remote locations and connect over WAN or dial-up links
that do not support multicast). The unicast option can be used to provide users
located in the non-multicast sections with real-time data.

Note: If you choose, at a later date, to multicast-enable your entire network, you
may do so without upgrading Contact Center Manager Administration.

Multicast data transmission

This form of data transmission provides multipoint communication by
simultaneously delivering information from one sender (the Contact Center
Manager Administration server) to multiple receivers (client PCs) that receive
the information. The greatest advantage of IP multicasting is its ability to
transmit information to many recipients in a way that minimizes both the
bandwidth required to communicate across networks, and the resources required
by the sender to carry out the transmission.

This type of data transmission enables users to view nodal real-time displays,
network-consolidated real-time displays, Agent Desktop Display, and
Emergency Help notifications on the client PCs.

Unicast data transmission

Unicast data transmission requires that each client receive its own copy of the
data; therefore, a unicast configuration uses more network bandwidth than a
multicast configuration. In unicast, the data packets are duplicated on the
network, whereas in a multicast environment, each packet is sent only once.

Real-time displays viewed on one client PC that use the same data stream share
a single connection to the Contact Center Manager Administration server (for
example, a standard agent display and a private agent display both use the agent
moving window stream and can share a single unicast connection). Therefore,
for n client displays of different statistical types, there are n separate data
streams in operation, which introduces additional traffic on the network.

474 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

If a client opens a collection display (six displays in one screen), several unicast
channels are opened from the Contact Center Manager Administration server to
the client computer, one for each statistic type in the collection.

Unicast data transmission enables users to view:

„ nodal real-time displays only if there is a Contact Center Manager
Administration server located at each Contact Center Manager Server node
in the network
„ both nodal and network-consolidated real-time displays if the network
between the Contact Center Manager Administration server and each server
in Contact Center Manager Server is multicast-enabled

Note: Agent Desktop Display and Emergency Help notifications are not
available on client PCs that only receive unicast data.

To configure Real-Time Reporting

Note: If you are configuring a replicating server, you must ensure that the Real-
Time Reporting Configuration settings on the replicating server match the Real-
Time Reporting Configuration settings on the primary server.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 475

Installing software on the replicating server (optional) Standard 3.0

2 In the left pane, under Applications, click Real-time Reporting.

476 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

3 In the right pane, click the RTR Registry Settings icon.

Result: The RTR Properties window appears.

4 In the IP Receive Address and IP Send Address boxes, type the correct
address information. The IP Receive address in Contact Center Manager
Administration must be the same as the multicast IP address in Contact

Installation and Maintenance Guide 477

Installing software on the replicating server (optional) Standard 3.0

Center Manager Server; however, it must be different from the IP Send

address in Contact Center Manager Administration.

ATTENTION
If the server in Contact Center Manager Server is part of
a networked contact center, all servers in Contact Center
Manager Server within the network must have the same
multicast IP address. The IP Receive address for Contact
Center Manager Administration must match the common
multicast IP addresses of the servers in Contact Center
Manager Server (the address used to send multicast
data).

Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
5 Accept the default values in the Output Rate box (5000) and the
Transform Rate box (1000). You can adjust the default values; however,
reducing the Output Rate value and the Transform Rate value increases the
workload on the Contact Center Manager Administration server.
Note: The fastest rate at which multicast data from Contact Center
Manager Server reaches the end user in Contact Center Manager
Administration is equal to the highest value among the following settings:
„ the Multicast Rate at which data is sent from Contact Center Manager
Server to the Contact Center Manager Administration server (For more
information about Multicast Rates, see the Nortel Contact Center 6.0
Planning and Engineering Guide.)
„ the Output Rate at which the Contact Center Manager Administration
server sends data to client PCs
„ the Transform Rate at which the Contact Center Manager Administration
server processes data

Example
If the Contact Center Manager Server Multicast Rate is set to 2
seconds, the Contact Center Manager Administration server Transform
Rate is set to 1 second, and the Contact Center Manager Administration
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.

478 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

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 Contact Center
Manager Administration server. Notify users of the Real-Time Reporting
component of these rates so they can adjust the refresh rate
accordingly. For more information about adjusting rates and assessing
performance, see the Contact Center - Manager CapTool User’s Guide.
6 Accept the default value in the OAM Timeout box (10000).

ATTENTION
You may need to increase the OAM Timeout value if the
following situations occur:
„ You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Manager Server and the network is slow.
„ Your contact center has a large numbers of agents or
skillsets. In this case, it may not be possible to return a
large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this 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).

7 Nortel recommends that you leave the Compress Realtime Data Packets
check box selected, which is the default setting. If you clear this check
mark, then you disable real-time data packet compression.
8 In the Transmission Options area, click the button beside the
transmission mode that is required for the site. Choose one of:
„ Multicast only if your network supports multicast traffic (recommended),
and proceed to step 11.
„ Unicast only if you do not want any multicast traffic on your network,
and proceed to step 9.
„ Multicast and Unicast if you want to support both transmission types,
and proceed to step 9.

Installation and Maintenance Guide 479

Installing software on the replicating server (optional) Standard 3.0

9 If you select either Unicast or Multicast and Unicast, the Maximum

Unicast Sessions area appears at the lower section of the window.

10 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 Contact Center Manager
Administration 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 Contact Center Manager Administration
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 the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide.
11 Click the Restart Real Time Reporting Service check box to select it.

480 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

12 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service has restarted
successfully.
13 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Real-Time
Reporting Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

Installation and Maintenance Guide 481

Installing software on the replicating server (optional) Standard 3.0

Step 15. Configure Emergency Help

The Emergency Help component only functions if you are using the multicast
communication method from the Contact Center Manager Administration server
to the client PC.

Note: If you are configuring a replicating server, you must ensure that the
Emergency Help Configuration settings on the replicating server match the
Emergency Help Configuration settings on the primary server.

To configure Emergency Help

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Applications Configuration window appears.

2 In the left pane, navigate to the Emergency Help folder by clicking the (+)
sign next to the Nortel Networks folder and the (+) sign next to the
Applications folder.
3 In the left pane, click the Emergency Help folder.
Result: The Emergency Help Configuration window appears.

482 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

4 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties window appears.

5 In the IP Send Address box, type the IP address to which the Contact
Center Manager Administration server sends Emergency Help information.
This IP Send address can be the same as or different from the IP address
that the Contact Center Manager Administration server uses to send Real-
Time Reporting and Agent Desktop Display data to client PCs. See the
checklist in “Step 2. Install your remote support access tool” on page 365 to
verify the IP Send address that you chose for the Contact Center Manager
Administration server to send Emergency Help data to client PCs (item 16
of the worksheet).
6 Click the Restart Emergency Help Service check box.
7 Click OK.
Result: The system restarts Emergency Help.
8 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Emergency
Help Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

Installation and Maintenance Guide 483

Installing software on the replicating server (optional) Standard 3.0

Step 16. Configure SMTP and printers for

Historical Reporting (optional)

Introduction
The step documents the procedures for the following tasks:
1. Configuring SMTP for Historical Reporting
This task is required if you want to send an e-mail notification to report
recipients when the Historical Report component generates a scheduled
report.
2. Configuring printers for Historical Reporting
This task is required if you want to print scheduled historical reports to a
network printer.

Configuring SMTP for Historical Reporting

When the Historical Reporting component generates a scheduled report, it can
send an e-mail notification to report recipients. To ensure that Historical
Reporting sends an e-mail to the appropriate individual when a report is ready,
you must install and configure an SMTP server on the Contact Center Manager
Administration server.

Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active
Directory Application Mode must be installed on the Contact Center Manager
Administration server.

To verify that an SMTP server is installed

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

484 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

2 In the left pane, click the plus sign (+) beside <Computer_Name> (Local
computer).
Result: If one of the branches that appears on the Contact Center Manager
Administration server tree is Default SMTP Virtual Server, then an SMTP
server is installed.

After you have verified that SMTP is installed, you can configure the SMTP
server to send e-mail notifications from Historical Reporting.

If an SMTP server has not been installed, consult the Nortel Contact Center
Manager Administration Technical Requirements and Operating System
Configuration Guide for the procedures to install an SMTP server.

To configure the SMTP server

To configure the SMTP server, you must provide a domain name and a host
name to indicate where Contact Center Manager Administration should send
e-mail notifications.
1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears,
displaying the domain tree in the left pane.
2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The folder expands.
3 Right-click the Default SMTP Virtual Server branch, and then select
Properties from the menu.
Result: The Default SMTP Virtual Server Properties window appears.

Installation and Maintenance Guide 485

Installing software on the replicating server (optional) Standard 3.0

4 Click the Delivery tab.

Result: The Delivery tab opens.

5 Click Advanced.
Result: The Advanced Delivery window appears.

486 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

6 In the Fully qualified domain name box, type the domain name of the
Contact Center Manager Administration server:

<computername>.<domain name>.com

Example: pcbox123.softwarehouse.com
Note: Domain names can only include alphanumeric characters, including
hyphens (-) and periods (.) and cannot include underscores (_).
7 Click Check DNS to validate the domain name. Click OK.
8 In the Smart host box, type the host name of the Microsoft Exchange
server.
Note: The smart host name should be the name of a valid mail server.
Check the properties of your Microsoft exchange server to find the Smart
Host name, or contact your System Administrator.
9 Click the Attempt direct delivery before sending to smart host check
box.
10 Click the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery window.
12 Click the Access tab.
13 Click Authentication.
14 Ensure that the check mark in the Basic authentication check box is
cleared.
15 Ensure that the check mark next to Anonymous Access is selected.
16 Click OK to close the Authentication window.
17 Click Connection.
Result: The Connection window appears.
18 Click All except the list below.
19 Click OK.
20 If you want to track commands that are sent over the network from SMTP
client PCs to the SMTP virtual server, perform the following steps:
a. Click the General tab.
b. Click the Enable logging check box.

Installation and Maintenance Guide 487

Installing software on the replicating server (optional) Standard 3.0

c. Select a format from the Active log format.

21 Click the Messages tab.
22 Ensure that all check boxes are selected.
23 In the Send copy of Non-Delivery Report to box, type the e-mail address
of the person who monitors the Non-Delivery report.
24 Click OK to close the Default SMTP Virtual Server Properties window.

Configuring printers for Historical Reporting

When you schedule Contact Center Manager Administration to generate
historical reports, you must configure a printer to print the scheduled historical
reports.

Before you set up default printers, you must:

„ already have a network printer configured in your organization
„ know the computer name of the server to which the printer is attached
„ know the administrator password for this server
„ know the share name of the printer

You have three options for configuring printers to print scheduled historical
reports:

Option 1: Configure the CCMA server to point to a network printer

Option 2: Configure a default network printer that uses the Contact Center
Manager Administration server as the print server

Option 3: Configure a network shared printer connected to a print server other

than the Contact Center Manager Administration server

Procedures for each of these options are documented in this section. Choose the
option that is most appropriate for your organization.

488 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Note: You can set up as many printers as your operating system supports.
However, only five scheduled reports are processed simultaneously. The
remaining scheduled reports wait in queue and get processed on first-in, first-out
basis. This is done to provide higher priority to the ad hoc reports. You can use
any of these printers to print reports and scripts, provided that they are
configured according to one of the following procedures.

Option 1: To configure a network printer on the CCMA server

In this procedure, you configure a network printer on the Contact Center
Manager Administration server so you can print ad hoc and scheduled historical
reports and scripts to a network printer. To do this, you must configure an LPT
port on the Contact Center Manager Administration server to use the network
printer; and then add a local printer on this same LPT port on the Contact Center
Manager Administration server.
1 Log on to the Contact Center Manager Administration server as
Administrator,
2 Click Start > Run.
3 In the Open box, type cmd to open an MS-DOS prompt.
4 At the prompt, type:
net use <port> [\\<print server name>\<printer’s share name>] /
USER:<print server name>\Administrator /PERSISTENT:YES
Example: If the port is LPT1, the print server name is printserv, the printer’s
share name is HPLaser4, then you type the following command:
net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /
PERSISTENT:YES
Note: The printer’s share name is case-sensitive.
5 Press Enter.
Result: A message appears, telling you that the password for the printer is
invalid, and asking you to type the password.
6 At the prompt, type the administrator password for the server to which the
printer is attached.
7 Press Enter.
Result: If you entered the correct values, the following message appears:
“The command completed successfully.”

Installation and Maintenance Guide 489

Installing software on the replicating server (optional) Standard 3.0

8 On the Contact Center Manager Administration server, set up a local printer

for the same LPT port used in the preceding steps. (In this example, LPT1
is used.) Click Start >Printers and Faxes.
Result: The Printers and Faxes window appears.
9 Double-click the Add Printer icon.
Result: The Add Printer window appears.
10 Click Next.
Result: The Local or Network Printer window appears.
11 Accept the default so that Local Printer is selected.
12 Clear the Automatically detect and install my Plug and Play printer
check box.
13 Click Next.
Result: The Select the Printer Port window appears.
14 Click Use the following port, and then, from the list of ports, select the
port you typed in step 4.
15 Click Next.
Result: The Add Printer Wizard window appears.
16 In the Manufacturer and Printers boxes, select the appropriate information
for your printer.
17 Click Next.
Result: The Use Existing Driver window appears.
18 Choose the appropriate option in the Do you want to keep the existing
driver or use the new one? dialog box.
19 Click Next.
Result: The Name Your Printer window appears.
20 In the Printer name box, type the name of your printer.
21 Under the question, Do you want to use this printer as the default
printer?, click Yes.
22 Click Next.
Result: The Printer Sharing window appears.

490 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

23 Click Do not share this printer, and then click Next.

Result: The Print Test Page window appears.
24 Click No, and then click Next.
Result: The Completing the Add Printer Wizard window appears.
25 Click Finish.
Result: The network printer is now configured as the default printer on the
Contact Center Manager Administration server.
Note: Every time you need to reboot the Contact Center Manager
Administration server, the system prompts you to reconnect the share
connection to this network printer. At the prompt, type the administrator
password for the server on which the printer is configured (the same
password you typed in step 5).

To delete the connection to the default network printer

If you no longer need to print reports or scripts to the default network printer,
then you can delete the shared LPT port used for this connection on the Contact
Center Manager Administration server.
1 To verify which LPT port is used for the default network printer connection,
while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.
2 In the Open box, type cmd to open an MS-DOS prompt.
3 At the prompt, type net use, and then press Enter.
Result: The system lists the shared resources on the server.
4 From the list of shared resources, locate the LPT port used for the default
network printer connection.
5 To delete the share connection for this port, at the MS-DOS prompt, type
the following command:
net use <port name> /delete
where <port name> is the port used for the default network printer
connection (for example, if your port is LPT1, type net use lpt1 /delete).
6 Press Enter.
Result: The following message appears: “<port name> was deleted
successfully.”

Installation and Maintenance Guide 491

Installing software on the replicating server (optional) Standard 3.0

Option 2: Configure a default network printer that uses the Contact

Center Manager Administration server as the print server
The following procedure outlines how to set up a network printer that uses the
Contact Center Manager Administration server as the print server.

If you require additional information about adding printers, contact Microsoft or

your network administrator, or consult your Microsoft documentation. The
procedure that you need to use depends on the network configuration of your
contact center. Consult your Microsoft documentation or the online Help in
Windows Server 2003 for proper printer setup and configuration.

The following procedure is valid for network printers that have a standard
TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card.
1 Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
2 Double-click the Add Printer icon.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
Result: The Local or Network Printer window appears.
4 Accept the default so that Local printer attached to this computer is
selected.
5 Clear the Automatically detect and install my Plug and Play printer
check box.
6 Click Next.
Result: The Select a Printer Port window appears.
7 Select Create a new port.
8 From the Type of port list, select Standard TCP/IP Port.
9 Click Next.
Result: The Welcome to the Add Standard TCP/IP Port Wizard window
appears.
10 Click Next.
Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard
window appears.

492 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

11 Click Next.
Result: The Add Port window appears.
12 In the Printer Name or IP address box, type the printer IP address.
Result: The system populates the Port Name box with the appropriate port
name.
13 Click Next.
Result: The Completing the Add Standard TCP/IP Printer Port Wizard
window appears.
14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
15 In the Manufacturer and Printer boxes, select the appropriate information
for your printer.
16 Click Next.
Result: The Name Your Printer window appears.
17 Type the printer name (or accept the default name shown), and then click
Next.
Result: The Printer Sharing Window appears.
18 Accept the default with Share name selected.
19 Click Next.
Result: The Location and Comment window appears.
20 Type information in the Location box and Comment box (optional).
21 Click Next.
Result: The Print Test Page window appears.
22 Click Yes to print a test page.
Result: The Completing the Add Printer Wizard window appears.
23 Click Finish.

Installation and Maintenance Guide 493

Installing software on the replicating server (optional) Standard 3.0

Option 3: To set up a network shared printer connected to a print

server other than the Contact Center Manager Administration
server
The following procedure outlines how to set up a default network printer that is
connected to a print server other than the Contact Center Manager
Administration server (for example, a UNIX server).

Note: If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
the LPR port is not among the options listed in the Add Printer wizard, you must
first install Print Services for UNIX on the Contact Center Manager
Administration server. You can install this utility from the Windows Server 2003
CD by clicking Start > Control Panel > Add or Remove Programs > Add/
Remove Windows Components > Other Network File and Print Services.
Click Details, and in the resulting dialog box, select Print Services for Unix.
Click OK to install the utility. When the installation is complete, proceed with
adding the default printer.
1 Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
2 Double-click the Add Printer icon.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
Result: The Local or Network Printer window appears.
4 Accept the default so that Local printer attached to this computer is
selected.
5 Clear the Automatically detect and install my Plug and Play printer
check box.
6 Click Next.
Result: The Select the Printer Port window appears.
7 Click Create a new port.
8 From the Type list, select LPR port.
9 Click Next.
Result: The Add LPR Compatible Printer window appears.

494 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

10 In the Name or address of server providing lpd box, type the DNS name
or IP address of the print server.
11 In the Name of printer or print queue on that server box, type the name
of the printer as it is identified by the host, which is either the direct-connect
printer or the UNIX computer.
12 Click OK to close the window and return to the wizard.
13 Follow the remaining prompts in the wizard to finish installing the printer.

Installation and Maintenance Guide 495

Installing software on the replicating server (optional) Standard 3.0

Step 17. Configure shared folders for

Historical Reporting (optional)

Introduction
This step documents procedures for the following tasks:
1. Creating a shared folder for exporting scheduled report exports
This task is required if you want to create a shared folder on the Contact
Center Manager Administration server or the client PC so that multiple
users can access scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports
This task is required if you want to synchronize imported reports to
automatically update with changes to the original reports on the network
computer.

Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.

You have two options for creating this shared folder:

Option 1: You can create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.

Option 2: You can create a shared folder on the client PC for exporting
scheduled reports.

Option 1: To create a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

496 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Note: Granting change and read permissions to the scheduled report account
(that is iceAdmin or domain account) only provides a higher level of security.
However, granting change and read permissions to the Everyone group provides
more flexibility because Contact Center Manager Administration users can
download exported report output files from the shared folder without special
permissions. Choose the option that is most appropriate for the security policy of
your organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), follow the
steps below:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Right-click on the target folder and grant change/read permissions to
Everyone.

For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report will be sent. The path must have
the format \\<Contact Center Manager Administration server name>\<shared
folder name>\<file name>, without the file extension. That is, if the Contact
Center Manager Administration server computer name is appsrvr, the shared
folder name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.

Note: Scheduled reports use the local administrator account named iceAdmin or
the domain account set up by the administrator in the iceAdmin Password
Change Utility to run, print and export the scheduled report.

Installation and Maintenance Guide 497

Installing software on the replicating server (optional) Standard 3.0

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.

To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.

498 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Option 2: To create a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC:

Contact Center Scheduled Steps required

Manager Report Account to export
Administration (using iceAdmin scheduled
Server Password report to client
Configuration Change Utility) PC

1 CCMA on a iceAdmin 1 Create a local

workgroup iceAdmin account
OR on the destination
PC with the same
CCMA on a password as on the
network domain CCMA server.
2 Grant “Change”
and “Read”
permissions to the
iceAdmin account
on the export
folder on the
destination client
PC.

2 CCMA on a Domain account 1 The destination

network domain (that is, the CCMA client PC must be
server has been set on the same
up for Domain domain as the
account for CCMA server.
Scheduled 2 Grant “Change”
Reports) and “Read”
permissions to the
CCMA scheduled
report domain
account on the
export folder of
the destination PC.

Installation and Maintenance Guide 499

Installing software on the replicating server (optional) Standard 3.0

You can only export scheduled reports to client PCs that are within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared folder
on the client PC, and grant change and read permissions to the scheduled reports
account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).
1. To create a shared target folder with change and read permissions to the
iceAdmin account, follow the steps below:
„ Click Administrative Tools > Computer Management > Local Users
and Groups > Users.
„ Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Grant change/read permissions to the local iceAdmin account on the
folder

Note: When iceAdmin password is changed on the Contact Center Manager

Administration server by the administrator, the iceAdmin password must also be
changed to the same password, as defined on the Contact Center Manager
Administration server, on the client PC.
2. To create a shared folder with change and read permissions to the scheduled
reports domain account on the client PC, follow the steps below:
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.

Note: This option will not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager
Administration server.

500 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report will be
sent. The path must have the format \\<client PC computer name>\<shared
folder name>\<file name>, without the file extension. Alternatively, you can
use the Browse button to select your shared folder for export file.

Example: If you want to export the Agent Performance report to a shared folder
on the client PC, and the client PC computer name is clientpc, the shared folder
name is reports, and you decide to call the report agent, you type
\\clientpc\reports\agent in the Output box.

For details about configuring user access privileges, see the Microsoft Windows
Server 2003 documentation. If you require additional information about creating
and mapping folders, see your Microsoft documentation.

Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you do not need to have access to
the original report template since the imported copy is run from the Contact
Center Manager Administration server.

However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you
select this value when importing the report, then, when you subsequently run the
imported report in Contact Center Manager Administration (either ad hoc or
scheduled), the system checks the network folder where the original report is
stored to see if any changes have been made to it. If the original report has
changed, then the system synchronizes these changes with the imported report
before running it. This process is automatic and invisible to the user.

If you have made changes to several original reports after importing them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.

Installation and Maintenance Guide 501

Installing software on the replicating server (optional) Standard 3.0

In this window, when you click Submit, the system synchronizes the changes
that you have made to all original reports stored in shared folders on a network
PC with the copies stored on the Contact Center Manager Administration server.
However, because this may be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either ad hoc or scheduled).

Before you can use this feature, you must set up the shared folder on the network
PC with the appropriate access privileges according to your organization’s
security policy.

ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, the user imported reports (only
when run as scheduled reports) might not be synchronized
automatically because the Contact Center Manager
Administration server account that is used for scheduled
reports, iceAdmin, might not have access to the network
directory. In this scenario, to synchronize the affected user
imported reports, follow the procedure “To manually
synchronize changes made to user imported templates” in
the Contact Center Manager Administration online Help, or
run the report ad hoc whenever the original report template
is modified on the source network location.

Options for configuring a shared network folder for synchronizing

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from those listed below.
„ Contact Center Manager Administration server is part of a workgroup
If your server is part of a workgroup, then the network PC must also be a
member of the same workgroup or be a part of the Contact Center Manager
Administration server network domain. For details, see “Creating a shared
network folder (Contact Center Manager Administration server part of a
workgroup)” on page 503.
„ Contact Center Manager Administration server is a member of a
network domain If your server is part of a network domain, then the

502 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

network PC must also be a member of the same network domain.

Additionally, the directory security account of the server default web site
must be set to the network domain account. For details, see “To set the
directory security account of the server default web site to the network
domain account” on page 511. After you have set the directory security
account of the server default web site to the network domain account, you
can proceed to “Creating a shared network folder (Contact Center Manager
Administration server member of network domain)” on page 511.

Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
You have two options for sharing this folder:
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, see “Option 1:
Share the folder with read permissions for the Everyone account and enable
Guest account on the network PC.” on page 503.

or
„ You can share the folder with read permissions for the IUSR_SWC and
iceAdmin accounts (these accounts are used by the Contact Center
Manager Administration server). For details, see “Option 2: Share the
folder with read permissions for the IUSR_SWC and iceAdmin accounts
(these accounts are used by the Contact Center Manager Administration
server):” on page 506.

Choose the option that best suits your company’s security policy.

Option 1: Share the folder with read permissions for the Everyone
account and enable Guest account on the network PC.
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 503

Installing software on the replicating server (optional) Standard 3.0

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

504 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then, in
the lower section of the window, beside Read, ensure that there is a check
mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 In the right pane, double- click the Users folder.
Result: A list of users appears in the right pane.

Installation and Maintenance Guide 505

Installing software on the replicating server (optional) Standard 3.0

14 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: Share the folder with read permissions for the IUSR_SWC
and iceAdmin accounts (these accounts are used by the Contact
Center Manager Administration server):

Notes: If you choose this option, you must keep in mind that you will have to
maintain two additional accounts on the network PC. There are also possible
security issues involved since the Contact Center Manager Administration server
uses these accounts to run the web site.

To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager
Administration server.

506 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

1 On the network PC, create a folder to store your user-created report

templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the network
PC with the same passwords as those which are used on the Contact
Center Manager Administration server. Click Start > Control Panel >
Administrative Tools > Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User window appears.

5 In the username box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
8 In the Confirm password box, type the same password again.
9 Clear the check mark beside User must change password at next logon.
10 Select the check box beside Password never expires.
11 Click Create.

Installation and Maintenance Guide 507

Installing software on the replicating server (optional) Standard 3.0

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
Contact Center Manager Administration server.
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder.
14 Now you must grant Read permissions to both these accounts, as follows:
On the network PC, open Windows Explorer.
15 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

16 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

508 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

17 Click the Share this folder option button.

18 Click Permissions.
Result: The Permissions window opens.

Installation and Maintenance Guide 509

Installing software on the replicating server (optional) Standard 3.0

19 In the Permissions window, in the Name box, select Everyone (if available).
20 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups window appears.

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read under
the Allow column.
27 Click Apply.
28 Perform steps 21 to 27 to add Read permissions for the iceAdmin user
account.
29 Click OK to save your changes and close the <folder name> Properties
window.

510 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Creating a shared network folder (Contact Center Manager

Administration server member of network domain)
Before creating a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default web site to the network domain account.

To set the directory security account of the server default web site
to the network domain account

Note: This procedure must be completed if you want to create a shared network
folder (Contact Center Manager Administration server member of network
domain). After you set the directory security account of the server default
website to the network domain account using the procedure below, you can
proceed to “Option 1: To share the folder with read permissions for the Everyone
account and enable Guest account on the network PC” on page 516.
1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double click Backup Operators.
6 Click Add
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain where the network domain account
belongs. Click OK. Then enter the domain account as <domainname>/
account name.
8 Click OK
Note: If you cannot see the domain account on the Contact Center
Manager Administration server, please contact your network administrator
for resolution.

Installation and Maintenance Guide 511

Installing software on the replicating server (optional) Standard 3.0

9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.
10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.
Result: The Default Web Site Properties window appears.

512 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 513

Installing software on the replicating server (optional) Standard 3.0

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

514 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
Note: If you are logged on to the local machine, and not the domain, enter
your username and password when prompted.
18 Select the network domain, and click OK.
Note: If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
Result: The list of all the user accounts configured on the server appears.
20 From the list of user accounts, select the network domain account, and then
click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
Result: The Authentication Methods window reappears, with the
network domain user account shown, except now the Password box is
empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The Confirm Password window appears.
24 Type the password again, and then click OK.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
25 Click OK to save your changes.
26 Close all windows.
27 You must now reset IIS. Click Start > Run
28 Type iisreset
29 Click OK
30 You are now ready to create a shared network folder (Contact Center
Manager Administration server member of network domain).

Installation and Maintenance Guide 515

Installing software on the replicating server (optional) Standard 3.0

You have two options for creating a shared network folder (Contact Center
Manager Administration server member of network domain):
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, “Option 1: To
share the folder with read permissions for the Everyone account and enable
Guest account on the network PC” on page 516.

or
„ You can share the network folder with Read permissions for the domain/
directory security account used for Contact Center Manager Administration
server. For details, see “Option 2: To share the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server:” on page 519.

Choose the option that best suits your company’s security policy.

Option 1: To share the folder with read permissions for the

Everyone account and enable Guest account on the network PC

Note: In this procedure, your server and the network PC must be members of the
same network domain. Additionally, the directory security account of the
server's default web site must be set to the network domain account. If you're
using the IUSR_SWC account, you must replace it with the network domain
account for the IIS directory security. Therefore, you must complete the steps in
the procedure “To set the directory security account of the server default web
site to the network domain account” on page 511, before you begin the
procedure below.
1 On the network PC, create a folder to store your user-created report
templates
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

516 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 517

Installing software on the replicating server (optional) Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then, in
the lower portion of the window, beside Read, ensure that there is a check
mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 Double click the Users folder, and then select Guest in the right pane.
Note: If Guest does not appear in the right pane, the user, Guest, may have
been renamed. If this is the case, you must contact your network
administrator.

518 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

14 Right-click Guest, and then select Properties.

Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: To share the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server:

Notes:
„ In this procedure, your server and the network PC must be members of the
same network domain. Additionally, the directory security account of the
server's default web site must be set to the network domain account. If
you're using the IUSR_SWC account, you must replace it with the network
domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of
the server default web site to the network domain account” on page 511,
before you begin the procedure below.

Installation and Maintenance Guide 519

Installing software on the replicating server (optional) Standard 3.0

„ Before you perform this procedure, ask your network administrator which
domain account that was used on the Contact Center Manager
Administration server for IIS directory security. This is the account that you
need to use in this procedure.
„ If you choose this option, you must manually synchronize any changes
made to the original report with the local copy of the report by using the
menu option Report ➝ Synchronize user imported report templates. (For
scheduled reports only. ad hoc reports can read the templates from the
network drive.)
„ Nortel recommends that you only synchronize the imported report template
when no scheduled reports are running.
1 On the network PC, create a folder to store your user-created report
templates
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

520 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

5 Click the Share this folder option button.

6 Click Permissions.
Result: The Permissions window opens.

Installation and Maintenance Guide 521

Installing software on the replicating server (optional) Standard 3.0

7 In the Permissions window, in the Name box, select Everyone (if

available).
8 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
9 Click Add.
Result: The Select Users or Groups window appears.

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that was used
to join the Contact Center Manager Administration server to the network
domain, and then click OK.
Result: The account appears in the Select Users or Groups window.
13 Click OK.
Result: The account appears at the top of the Permissions window.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read under
the Allow column.
15 Click OK.
16 Click OK to save your changes and close the <folder name> Properties
window.

522 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 18. Configure Scripting

Introduction
To print scripts from the Scripting component, you must ensure that there is a
default printer configured on the client PC.

To set up a default printer for Scripting

To print scripts while using the Scripting component, you must first configure a
default printer on the client PC. For detailed information about this procedure,
see the Microsoft documentation that comes with your operating system.

To export scripts to a client PC

To export script files to a client PC, you must have the correct access privileges
to save files to the client PC. For details about configuring user access privileges,
see the Microsoft Windows Server 2003 documentation.
If you require additional information about creating and mapping folders, see
your Microsoft documentation.

Installation and Maintenance Guide 523

Installing software on the replicating server (optional) Standard 3.0

Step 19. Configure Agent Desktop Display

parameters on the server

Introduction
Note: The Agent Desktop Display component only functions if you are using
the multicast communication method from the Contact Center Manager
Administration server to the client PC.

To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must also
have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly.

524 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To configure Agent Desktop Display parameters on the server

1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.

2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see “Step 14.
Configure Real-Time Reporting” on page 473.
Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

Installation and Maintenance Guide 525

Installing software on the replicating server (optional) Standard 3.0

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
Note: When the number of agents who have logged on to the application
reaches this number, any additional agents who try to log on will receive a
message informing them to try again later. If you do not type a value in this
box, the system uses the default value of 1000 agents. The maximum value
that you can type in this box is 3000 agents. For information about
performance and sizing requirements for Contact Center Manager
Administration, see the Contact Center Planning and Engineering Guide.
5 In the View mode list, select the mode in which you want to view the data
that has been collected.
„ Moving window: In moving window mode, statistics shown represent
the last 10 minutes of system activity.
„ Interval-to-date: In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 Select the check box next to Agents phoneset login required for ADD if
you require that your agents be logged on to their phonesets before they
can launch Agent Desktop Display. If you do not require that your agents be
logged on to their phoneset before they can launch Agent Desktop Display,
do not select the check box next to Agents phoneset login required for
ADD.
Note: When this option is turned off, and an agent logs on to the Agent
Desktop Display client application, the agent will only see data if other
agents are logged on to skillsets to which the agent is assigned.
7 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents will not be prompted to
download the upgrade when an Agent Desktop Display client upgrade
becomes available.
8 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
9 Click the check box in the Show column if you want to add the statistics
column to the displays.

526 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

10 Arrange the order in which the statistics columns appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
11 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you have not set the threshold levels in the Configuration
component of Contact Center Manager Administration or in Contact Center
Manager Server, the values appear in white in the Agent Desktop Display.
12 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.
13 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
14 Click Once to indicate that a beep should occur only once, or click
Continuously to indicate that a beep should occur continuously until the
statistic reaches an acceptable value.
15 Click Save.

Installation and Maintenance Guide 527

Installing software on the replicating server (optional) Standard 3.0

Step 20. Change the iceAdmin user account

password (optional)

This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to “Step 21. Configure language support
(other than English)” on page 532.

After you have installed Contact Center Manager Administration 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.

Note: If you have forgotten or misplaced the iceAdmin of domain account

password, then you must reset it. For details, see “To reset the iceAdmin
password in Windows” on page 1922.

ATTENTION
When you install Contact Center Manager
Administration, the Contact Center Manager
Administration setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration 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 Contact Center
Manager Administration either as webadmin or as any
other user.

To change the password for the iceAdmin user account

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.

528 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.
3 Click the IceAdmin Password Change folder in the left pane.
Result: The iceadmin Password Change window appears.

Installation and Maintenance Guide 529

Installing software on the replicating server (optional) Standard 3.0

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change window appears.

5 In the Old Password box, type the old password for this account.
6 In the New Password box, type the new password for the iceAdmin user
account.
7 In the Confirm Password box, type the password again.
8 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 9.

530 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
9 Click OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components.

Installation and Maintenance Guide 531

Installing software on the replicating server (optional) Standard 3.0

Step 21. Configure language support (other

than English)

Introduction
If you are only going to work in English across all platforms, then you can skip
this step and proceed directly to “Step 22. Install the XML Automated
Assignments feature (optional)” on page 553.

If you want your Contact Center Manager Administration to support languages

other than English, you must configure language support by following the
procedures in this section.

Contact Center Manager Administration supports two levels of language

support:
„ Solely internationalized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are in
English, but you have the ability to handle user inputs (such as agent and
supervisor names that contain non-ASCII characters), and the ability to
handle date and time formats from a different regional time zone.
„ International and Localized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are
translated into one of four supported languages (French, German,
Traditional Chinese, Japanese). You also have the ability to handle user
inputs (such as agent and supervisor names that contain non-ASCII
characters), and the ability to handle date and time formats from a different
regional time zone.

To configure Contact Center Manager Administration to work in a solely

internationalized environment (other than English), you must complete the
following tasks:

532 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility” on page 536.
2. Edit your locales.dat file to reflect the appropriate language family. For
details, see “To edit the locales.dat file” on page 538.
3. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “To change the Windows Regional
Settings” on page 540.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server” on page 543.

To configure Contact Center Manager Administration to work in an international

and localized environment (other than English), you must complete the
following tasks:
1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility” on page 536.
2. Edit your locales.dat file to reflect the appropriate language family. For
details, see “To edit the locales.dat file” on page 538.
3. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “To change the Windows Regional
Settings” on page 540.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server” on page 543.
5. Prepare the Contact Center Manager Administration server for installing
the language pack. For details, see “Prepare the server for installing a
language pack” on page 543.

Installation and Maintenance Guide 533

Installing software on the replicating server (optional) Standard 3.0

6. Install the language pack on the Contact Center Manager Administration

server. For details, see “To install a language pack” on page 544.
7. Change the language preferences in Internet Explorer for the Contact
Center Manager Administration server (only of you are using the Contact
Center Manager Administration server as a client PC). For details, “To set
the language preferences in Internet Explorer” on page 549.

ATTENTION
When installing and configuring the software on the
Contact Center Manager Administration server, you cannot
install a non-English version of the operating system over
a previously installed English version of the operating
system. Instead, you must ensure that the Contact Center
Manager Administration server is completely clean and
free of all English operating system components before
proceeding with the non-English installation. Failure to
do so results in functionality problems in Contact Center
Manager Administration.

Using Contact Center Manager Administration in an international and

localized environment (other than English)
If the operating systems on the Contact Center Manager Administration server,
client PC, and server in Contact Center Manager Server belong to the Latin 1
language family and you have installed the French and German language packs
on the Contact Center Manager Administration server, then users in the same
contact center can view Contact Center Manager Administration in French,
English, or German by changing the language preference settings in their
browser. This is particularly useful in a contact center that supports multiple
languages, such as English and French.

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the Japanese
language family and you have installed the Japanese language pack on the
Contact Center Manager Administration server, then users in the same contact
center can view Contact Center Manager Administration in Japanese or English
by changing the language preference settings in their browser. Note: English is
supported in this environment for reasons outlined in “Language families and
compatibility” on page 536.

534 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the Traditional
Chinese language family and you have installed the Traditional Chinese
language pack on the Contact Center Manager Administration server, then users
in the same contact center can view Contact Center Manager Administration in
Traditional Chinese or English by changing the language preference settings in
their browser. Note: English is supported in this environment for reasons
outlined in “Language families and compatibility” on page 536.

Coresident servers
If your Contact Center Manager Administration is coresident with other Contact
Center 6.0 applications, certain limitations apply with respect to working in
languages other than English.

On coresident servers that contain Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit, the only
supported language version of the Windows Server 2003 operating system is
English.

That is, if you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server and Communication
Control Toolkit, then Contact Center Manager Administration will not support
French, German, Traditional Chinese, or Japanese Windows operating systems.
Contact Center Manager Administration will only support English operating
systems.

On coresident servers that contain Contact Center Manager Server and Contact
Center Manager Administration, the only supported language versions of the
Windows Server 2003 operating system are:
„ English
„ Japanese
„ Traditional Chinese

That is, if you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then Contact Center
Manager Administration will not support French or German Windows operating
systems. Contact Center Manager Administration will only support English,
Traditional Chinese, and Japanese Windows operating systems.

Installation and Maintenance Guide 535

Installing software on the replicating server (optional) Standard 3.0

Language families and compatibility

For Contact Center Manager Administration to function properly, the language
family of the operating systems must be the same across all platforms in the
network—the Contact Center Manager Administration server, client PCs, and
Contact Center Manager Server. That is, the operating systems of each of the
platforms are only compatible if the languages versions of the operating systems
belong to the same language family.

There are three language families that Contact Center Manager Administration
recognizes:
„ Latin 1 Includes all the Western European languages that use the Latin 1
character set (including English, French, German)
„ Traditional Chinese This language has its own distinct multi-byte
character set and, therefore, belongs to an individual language family
„ Japanese This language has its own distinct multi-byte character set and,
therefore, belongs to an individual language family

Note: Although English belongs to the Latin 1 language family, the character
sets for English are included in all language families. Therefore, you can display
English on a system configured in any language family by changing the
language preferences in the Internet Explorer browser.

Compatibility and the Latin 1 language family

As long as the language versions of the operating systems on the Contact Center
Manager Server, the Contact Center Manager Administration server, and the
client PC belong to the same language family (for example, Latin 1), the
platforms can coexist on the same network. For example, in your network you
can have a server in Contact Center Manager Server that has an English
operating system, a Contact Center Manager Administration server with a
German operating system, and a client PC with a French operating system. All
of these languages belong to the same family (Latin 1) and, therefore, can
coexist in the same network. In this case, the language preference setting on the
client PC browser determines the language in which the application appears.

536 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

This is particularly useful if your contact center supports multiple languages,

such as English and French. In this scenario, agents in the contact center can
choose whether they want to view Contact Center Manager Administration in
English or French (or even German because it belongs to the same language
family), just by changing the browser settings on their PC.

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the same
language family, and you have installed the French and German language packs
on the Contact Center Manager Administration server, then users in the same
contact center can view Contact Center Manager Administration in French,
English, or German by changing the language preference settings in their
browser. This is particularly useful in a contact center that supports multiple
languages, such as English and French.

Note: If you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then Contact Center
Manager Administration will not support French or German operating systems.
It will only support English, Traditional Chinese, and Japanese operating
systems.

Compatibility and the Japanese language family

Because Japanese belongs to its own language family, you can only view and
enter Japanese text in Contact Center Manager Administration if you have
installed Japanese operating systems on the Contact Center Manager Server, the
Contact Center Manager Administration server, and each client PC. You must
also configure the server in Contact Center Manager Server to handle Japanese,
install the Japanese language pack on the Contact Center Manager
Administration server, and configure the browser’s language preferences for
Japanese on both the Contact Center Manager Administration server and client
PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Japanese by
changing the browser settings on their PC.

Note: While it is possible to switch from Japanese to English and vice-versa, it

is not possible to switch from Japanese to Traditional Chinese because these
languages belong to different language families.

Installation and Maintenance Guide 537

Installing software on the replicating server (optional) Standard 3.0

Compatibility and the Traditional Chinese language family

Because Traditional Chinese belongs to its own language family, you can only
view and enter Traditional Chinese text in Contact Center Manager
Administration if you have installed Traditional Chinese operating systems on
the Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC. You must also configure the server in Contact Center
Manager Server to handle Traditional Chinese, install the Traditional Chinese
language pack on the Contact Center Manager Administration server, and
configure the browser’s language preferences for Traditional Chinese on both
the Contact Center Manager Administration server and client PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Traditional Chinese
by changing the browser settings on their PC.

Note: While it is possible to switch from Traditional Chinese to English and

vice-versa, it is not possible to switch from Traditional Chinese to Japanese
because these languages belong to different language families.

Operating systems and the Contact Center Manager Server

When installing language packs on Contact Center Manager Administration you
must ensure that the required language version of Windows Server 2003 is
installed on the Contact Center Manager Server as follows:
„ For French and German, ensure that the Contact Center Manager Server
Release 6.0 US English software is installed on the US English version, or
the appropriate localized version, of Windows Server 2003.
„ For Japanese, ensure that the Japanese version of Windows Server 2003 is
installed.
„ For Traditional Chinese, ensure that the Traditional Chinese version of
Windows Server 2003 is installed.

To edit the locales.dat file

The locales.dat file controls the character set that is used for communication
between the Contact Center Manager Administration and the Contact Center
Manager Server. To edit the locales.dat file, you can use the utility that comes
with Contact Center Manager Administration and is stored on the Contact
Center Manager Administration server. You can access this utility from the

538 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Contact Center Manager Administration server when used as a client PC, by first
logging on to Contact Center Manager Administration, and then opening the
utility through the browser window. With this utility, you can configure the
system to handle the character set of the language family with which you want
Contact Center Manager Administration to work.
1 From the Contact Center Manager Administration server when used as a
client PC, open Internet Explorer and log on to Contact Center - Manager.
Note: If you have not already logged on to Contact Center - Manager for
the first time, you will need to complete the steps in Chapter 4, “Configuring
the client PC and agent workstations” before completing the steps in this
procedure.
2 In the browser’s address box, type the following:
http://<localhost>/locales.asp
where localhost is the name or IP address of the Contact Center Manager
Administration server.
3 Press Enter.
Result: The utility opens.

Installation and Maintenance Guide 539

Installing software on the replicating server (optional) Standard 3.0

4 Click Browse to navigate to the c:\sybase\locales\locales.dat file, where

c: is the drive on which you installed Sybase Open Client v.12.5.
5 From the Language Option list, select the appropriate language. You can
choose from Latin 1, Japanese, and Traditional Chinese.
6 Click Set Locale to save your changes.

To change the Windows Regional Settings

If you are using either the Japanese or Traditional Chinese versions of Contact
Center Manager Administration, you must change the Regional Settings on the
Contact Center Manager Administration server. It is not necessary to perform
this procedure if you are using the English, French, or German versions of the
software because all of these languages are displayed properly with the Regional
Settings set to the default language, English.

Note: You must insert the operating system CD in the server before performing
this procedure.

540 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

1 On the Contact Center Manager Administration server, click Start >

Control Panel > Regional and Language Options.
Result: The Regional and Language Options window appears.

Installation and Maintenance Guide 541

Installing software on the replicating server (optional) Standard 3.0

2 Click the Languages tab.

Result: The Languages tab opens.

3 In the Supplemental language support section, click the check box

beside Install files for East Asian languages.
Result: The system installs the appropriate language files from the
operating system CD.
4 On the Regional Options tab, from the box in the Standards and formats
section, choose the appropriate locale:
„ for Traditional Chinese, choose Chinese (Taiwan)
„ for Japanese, choose Japanese
5 Click OK to save your changes and close the Regional and Language
Options window.

542 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To ensure that the required Service Updates for the language pack are
installed on the Contact Center Manager Server
For Traditional Chinese and Japanese, you need to ensure that the required
Service Updates are on the Contact Center Manager Server. For details about
how to install Service Updates, refer to the Contact Center Manager Server
Installation and Maintenance Guide.

The following Service Updates must be installed on the Contact Center Manager
Server:
„ For Japanese, the NS040206SU08S PEP (or later) and the
N10402JAPANESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.
„ For Chinese, the NS040206SU08S PEP (or later) and the
N10402TCHINESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.

Prepare the server for installing a language pack

Before you install a language pack ensure that:
„ the Contact Center Manager Administration software and all required third-
party software (especially Sybase Open Client version 12.5) is installed.
„ you have installed required language version of Windows Server 2003
Enterprise Edition or Standard Edition for the language packs that you wish
to install.
For example,
„ Windows Server 2003 Enterprise Edition or Standard Edition Latin 1
language support (or the localized version of the operating system) for
French or German language packs
„ the Japanese version of Windows Server 2003 Enterprise Edition or
Standard Edition for Japanese language packs
„ the Traditional Chinese version of Windows Server 2003 Enterprise
Edition or Standard Edition for Traditional Chinese language packs.
„ there are at least 225 megabytes (MB) of free disk space on the Contact
Center Manager Administration server for the required language pack.

If these conditions are met, you are ready to install a language pack.

Installation and Maintenance Guide 543

Installing software on the replicating server (optional) Standard 3.0

To install a language pack

The default language setting for the Contact Center Manager Administration
software is English. However, the Contact Center Manager installation DVD
includes separate language packs for:
„ French
„ German
„ Japanese
„ Traditional Chinese

Each language pack contains translated Historical Reporting templates, online

Help, and various other files that are required for working in the language you
have chosen.

Follow the procedure in this section to install a language pack on the Contact
Center Manager Administration server.

Notes:
„ After you install a language pack, if you subsequently want to uninstall the
Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center
Manager Administration software. For more information, see “To uninstall
a language pack” on page 551.

544 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

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

Result: The Add or Remove Programs window appears.

2 In the left pane, click Add New Programs.

Result: The Add or Remove Programs window appears.
3 Click CD or Floppy to indicate that you want to install the language pack
from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.

Installation and Maintenance Guide 545

Installing software on the replicating server (optional) Standard 3.0

4 Click Next.
Result: The Run Installation Program window appears

5 Click Browse to navigate to the location of the language pack that you want
to install. All language packs are located in the root directory of the Contact
Center Manager installation DVD, in the Language Packs folder. Navigate
to this folder, and within it, double-click the folder corresponding to the
language pack that you want to install.
6 In this folder, click the .exe file for language pack that you want to install. For
example, to install the Japanese language pack, navigate to the Language
Packs/Japanese Language Pack folder, and then click the Japanese
language pack.exe file.
Result: The path to the correct language pack .exe file appears in the Open
box.

546 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

7 Click Finish.
Result: The InstallShield Wizard window appears briefly, followed by the
Windows Installer window. When the installer finishes its prerequisite
check, the Welcome window appears.

8 Click Next.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 547

Installing software on the replicating server (optional) Standard 3.0

9 Click Install.
Result: The Installing Contact Center Manager Administration - X
Language Pack window appears (where X is the language you have
chosen).

10 The program copies and installs the required files. When it is finished, the
InstallShield Wizard Completed window appears.

548 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

11 Click Finish.
Tip: You can view the language packs that you have installed on the server
by clicking Start > Control Panel > Add or Remove Programs. The Add or
Remove Programs window lists the language packs installed on the server
and their version numbers.

To set the language preferences in Internet Explorer

You must perform this procedure on each client PC that will connect to the
Contact Center Manager Administration server to use Contact Center Manager
Administration. Perform this procedure on the Contact Center Manager
Administration server only if you will also be using it as a client PC.

Notes:
„ If you have not installed and configured a client PC, you will need to
complete the steps in Chapter 4, “Configuring the client PC and agent
workstations” before completing the steps in this procedure.
„ You can display English on a system configured in any language family by
changing the language preferences in the Internet Explorer browser.
„ In addition to these steps, you must also set the proper security level
settings in the browser. For more information, see “Step 3. Configure
Internet Explorer” on page 255.

Installation and Maintenance Guide 549

Installing software on the replicating server (optional) Standard 3.0

1 In Internet Explorer, click Tools > Internet Options.

Result: The Internet Options window appears.

2 Click Languages.
Result: The Language Preferences window appears.

3 Verify that the language you want to use appears in the Language box. The
codes for the languages supported by Contact Center Manager
Administration are as follows:

550 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

„ English [United States] [en-us]

„ French [France] [fr]
„ German [Germany] [de]
„ Chinese [Taiwan] [zh-tw]
„ Japanese [ja]
4 If the language does not appear in the box, then you must add it as follows:
a. Click Add.
Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then
click OK.
Result: The language now appears in the Language Preferences
window.
5 In the Language box, click the appropriate language.
6 Click Move Up until the language appears at the top of the box.
7 Click OK to close the Language Preferences window.
8 Click OK to close the Internet Options window.

To uninstall a language pack

To uninstall a language pack, follow this procedure.

Note: After you install a language pack, if you subsequently want to uninstall
the Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center Manager
Administration software.
1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.

Installation and Maintenance Guide 551

Installing software on the replicating server (optional) Standard 3.0

2 In the Add or Remove Programs window, select the language pack that you
want to uninstall.

3 Click Remove.
4 The program asks you to confirm your choice. Click Yes.
5 The program removes the language pack from the Contact Center Manager
Administration server.

552 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 22. Install the XML Automated

Assignments feature (optional)

Introduction
The XML Automated Assignments feature lets you simultaneously update
multiple supervisor and skillset assignments by creating a specially formatted
XML file.

This is an optional feature which is used in conjunction with the Contact Center
Management component. If you do not want to install this feature, then you are
finished installing and configuring Contact Center Manager Administration. You
can now proceed to “Step 23. Configure Internet Explorer” on page 556.

For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link on their
web site at www.nortel.com/developer. General information about the Developer
Program, including an online membership application, is also available on this
site.

For overview information and details about using the XML Automated
Assignments feature, see the Contact Center - Manager Administrator’s Guide.

To install the XML Automated Assignments feature

1 Insert the Contact Center Manager installation DVD into the drive.
2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click the file Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

Installation and Maintenance Guide 553

Installing software on the replicating server (optional) Standard 3.0

5 Click Next.
Result: The Customer Information window appears.

6 Type your username and the name of your organization, and then click
Next.
Result: The Destination Folder window appears.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files

554 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
Result: The Ready to Install the Program window appears.

8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
9 Click Finish to complete installing the program.

Installation and Maintenance Guide 555

Installing software on the replicating server (optional) Standard 3.0

Step 23. Configure Internet Explorer

Introduction
To access Contact Center Manager Administration with a client PC, you must
configure the browser (Internet Explorer 6.0 with the latest supported service
pack) on each client workstation.

When you configure Internet Explorer 6.0, you configure the Contact Center
Manager Administration server as a Trusted Site, and either disable all cookies
or block cookies to the desired level of security.

The supported operating systems for Internet Explorer 6.0 on the client PC are:
„ Windows 2000 Professional
„ Windows 2000 Server
„ Windows 2000 Advanced Server
„ Windows XP Professional
„ Windows Server 2003

For information about security issues and Internet Explorer, see “About ActiveX
control security” on page 556.

In order for all components of Contact Center Manager Administration

components to function correctly, you must disable pop-up blockers on Internet
Explorer. For details, see “To disable pop-up blockers on Internet Explorer” on
page 564.

About ActiveX control security

This section includes information about security issues related to ActiveX
Controls. It is separated into three main parts:
„ digital signatures
„ code signing certificates (for digital signatures)
„ Trusted Sites zone and Safe for Scripting

556 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Digital signatures
All controls provided with Contact Center Manager Administration are
contained within .cab files that are digitally signed either by Nortel or by the
third-party vendor of origin. Signing the .cab file verifies that the software
originated from a trusted source. The signed .cab file cannot be altered without
invalidating the signature, which validates that the contents of the .cab file
(including the control) also originated from a trusted source.

If the browser’s security settings stipulate that a control must be signed before
being downloaded, Internet Explorer checks whether the .cab file containing the
control is signed before downloading an ActiveX control to the client PC. If the
signature is valid, the control is downloaded to the client PC.

Code signing certificates (for digital signatures)

A code signing certificate is used by software publishers to sign code that they
develop and distribute. A signature given by a code signing certificate validates
that the file has originated from a trusted source and has not been altered since it
was originally published.

This type of certificate is valid for a specified period of time (usually one year)
during which time software developers can use it to sign binary files with their
digital signature. The code signing certificate can expire (usually after one year)
without invalidating the signature. Provided the digital signature includes a
timestamp, the only other requirement for the validity of the digital signature is
that the code signing certificate be valid when the code is digitally signed. The
digital signature includes a timestamp taken from a trusted server to prove the
date on which the code was signed.

Note: SSL certificates are different in that they are not useful once they have
expired.

For Contact Center Manager Administration, Nortel uses a code signing

certificate purchased from VeriSign that is renewed each year. The digital
signatures for Contact Center Manager Administration are timestamped against
VeriSign's servers.

For information about VeriSign’s code signing certificates, see

www.verisign.com.

Installation and Maintenance Guide 557

Installing software on the replicating server (optional) Standard 3.0

Trusted Sites Zone and Safe for Scripting

Contact Center Manager Administration uses some controls that are not marked
as “safe for scripting.” To run these controls, you must set the Internet Explorer
security setting Initialize and script ActiveX Controls not marked safe for
scripting to Enable (see “Step 2. Upgrade the browser on client workstations”
on page 254 for more details). Because this setting is required, Nortel
recommends that you add the Contact Center Manager Administration server as
a Trusted Site in Internet Explorer. When you do so, the security settings
required by Contact Center Manager Administration do not apply to other web
sites in the intranet and Internet zones. This is seen as a more secure solution
because it limits the access to these controls.

If these controls were marked as “safe for scripting,” they would be available to
all intranet and Internet zone web sites; however, because these controls are not
marked “safe for scripting,” they are only available to trusted sites, a more secure
solution.

558 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To configure Internet Explorer 6.0 on the client PC

ATTENTION „ If the client PC is running Windows XP Service Pack 2, in

addition to the procedures below, there are additional steps
that you must perform to configure the browser for Contact
Center Manager Administration. For details, see
“Additional procedures for configuring Internet Explorer
on client PCs running Windows XP with SP2” on page
564.
„ If the client PC is running Windows Server 2003 with the
latest supported service pack, in addition to the procedures
below, there are additional steps you must perform to
configure the browser for Contact Center Manager
Administration. For details, see “Additional procedures for
configuring Internet Explorer on client PCs running
Windows Server 2003 with the latest supported Service
Pack” on page 566.

1 Start Internet Explorer 6.0 or later.

2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.

Installation and Maintenance Guide 559

Installing software on the replicating server (optional) Standard 3.0

3 Click the Security tab.

Result: The Security tab opens.

560 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

4 Click the Trusted Sites icon.

Result: The Trusted Sites information appears in the window.
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 or
Prompt is selected for the following ActiveX control and plug-in:
„ Download signed ActiveX Controls
Note: All controls required for Contact Center Manager Administration
components are contained within .cab files that are digitally signed. If you
select Enable, Internet Explorer does not notify you that it is downloading a
required control. The control is automatically downloaded to the client PC
the first time it is required by the Contact Center Manager Administration
component in which you are working. If you select Prompt, the first time
that the control is required by a Contact Center Manager Administration
component a dialog box will be displayed prompting you to accept the
control. For details, see “Step 9. Install and configure Agent Desktop
Display” on page 300.
Ensure that Enable is selected for the following ActiveX Controls and plug-
ins:
„ Initialize and script ActiveX Controls not marked safe for scripting
„ Run ActiveX Controls and plug-ins

Installation and Maintenance Guide 561

Installing software on the replicating server (optional) Standard 3.0

„ Script ActiveX Controls marked safe for scripting

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 the Privacy tab to choose the way you want to handle cookies
Result: The Privacy tab opens.

9 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.
10 Click Apply.
Result: The system applies your privacy setting.
11 Click the Security tab.
12 Click the Trusted Sites icon.

562 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

13 Click Sites.
Result: The Trusted sites window appears.

14 Clear the Require server verification {https:} for all sites in this zone
check box.
15 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. For
example, http://<Contact Center Manager Administration Server Name>.
Note: If you used the fully qualified domain name in the SOAP
Configuration Parameters window when you installed Contact Center
Manager Administration on the Contact Center Manager Administration
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.
16 Click Add.
17 In the Add this Web site to the zone box, type about:blank.
18 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.
19 Ensure that about:blank appears correctly in the Web sites box (without
the http:// prefix and without spaces).
20 Click OK to return to the Internet Options window.
21 Click the Advanced tab.

Installation and Maintenance Guide 563

Installing software on the replicating server (optional) Standard 3.0

22 Under Browsing, clear the Reuse windows for launching shortcuts

check box.
23 Click OK to exit the Internet Options window.
24 Restart Internet Explorer 6.0 to activate your changes.

To disable pop-up blockers on Internet Explorer

In order for all components of Contact Center Manager Administration
components to function correctly, you must disable pop-up blockers on Internet
Explorer.

Note: This procedure is applicable to the Yahoo pop-up blocker. If you have
other types of pop-up blockers on Internet Explorer, you must follow a similar
procedure to disable them.
1 Open the Internet Explorer browser window.
2 On the Yahoo toolbar along the top of the browser window, put the cursor
over each of the buttons until you find the one that says Pop-Up Blocker Is
On or that says Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click the button that says Pop-Up Blocker Is On or that says Pop-Up
Blocker Is Off to expand the menu.
4 Ensure that the option Enable Pop-Up Blocker is switched off.

Additional procedures for configuring Internet Explorer on client PCs

running Windows XP with SP2
If the client PC is running Windows XP Service Pack 2, in addition to the
procedures in “To configure Internet Explorer 6.0 on the client PC” on page
559, you must either add Internet Explorer to the firewall exceptions list or open
multicast and unicast ports.

To add Internet Explorer to the firewall exceptions list

For further details about adding programs or services to the firewall exceptions
list, consult www.microsoft.com.

564 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

1 On the client PC, click Start > Control Panel > Security Center >
Windows Firewall.
2 On the Exceptions tab, under Programs and Services, select Internet
Explorer.
Note: If Internet Explorer is not listed, go to “If Internet Explorer is not
listed in the Exceptions tab” on page 565.
3 Click OK.

If Internet Explorer is not listed in the Exceptions tab

1 On the Exceptions tab, click Add Program.
2 In the Add a Program dialog box, click Internet Explorer, and then click
OK.
Result: Internet Explorer will appear, selected, on the Exceptions tab,
under Programs and Services.
3 Click OK.

As an alternative to adding Internet Explorer to the firewall exceptions list, you

can open the multicast and/or unicast ports. For details, see the procedure below.

To open multicast and unicast ports in Windows XP with Service

Pack 2
For further details about opening ports, consult Microsoft documentation at
www.microsoft.com.

The following ports must be opened individually using the procedure below:
„ Emergency Help, UDP
8200
„ Multicast real-time reports, UDP
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
„ Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1 Click Start > My Network Places.
2 Under Network Tasks, click View Network Connections.
3 Right-click the connection that you use for the Internet, and then click
Properties.

Installation and Maintenance Guide 565

Installing software on the replicating server (optional) Standard 3.0

4 Click the Advanced tab, and then click Settings.

Note: If the Settings button is unavailable, Internet Connection Firewall is
not enabled on this connection, and you do not have to open any ports
(because they are all already open).
5 Click Add to open a new port.
6 In the Description box, type a name for the port. For example, type File
Sharing: Port 445.
7 In the Name or IP address of the computer hosting this service on
your network box, type 127.0.0.1.
Note: You can specify the IP address of an internal computer. But you
typically will use 127.0.0.1.
8 In the External port and Internal port boxes, type the port number.
Generally, this number is the same.
9 Click either TCP or UDP, and then click OK.
10 Repeat steps 1 through 9 for each port that you want to open.

For further details on compatibility issues with Windows XP with Service Pack
2, 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.

Additional procedures for configuring Internet Explorer on client PCs

running Windows Server 2003 with the latest supported Service Pack
The latest supported service pack for Windows Server 2003 contains several
security enhancements to Internet Explorer. These new Internet Explorer
security enhancements can impact Contact Center Manager Administration 6.0
client operation if Internet Explorer is not configured properly.

Configure Internet Explorer with the following settings on all servers using
Windows Server 2003 with the latest supported service pack that are used to
launch Contact Center Manager Administration client sessions.

566 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

To configure Internet Explorer on application and client servers

using Windows Server 2003 with the latest supported service pack

Note: For client PCs, these configuration settings are in addition to the
configuration settings detailed in “To configure Internet Explorer 6.0 on the
client PC” on page 559.
1 Start Internet Explorer 6.0 or later.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.

Installation and Maintenance Guide 567

Installing software on the replicating server (optional) Standard 3.0

3 Click the Security tab.

Result: The Security tab opens.

4 Click the Trusted Sites icon.

Result: The Trusted Sites information appears in the window.

568 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.

6 Under the .NET Framework-reliant components heading, ensure that

Enable or Disable is selected for the following:
„ Run components not signed with Authenticode
„ Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following:
„ Automatic prompting for ActiveX controls
Under the Downloads heading, ensure that Enable is selected for the
following:
„ Automatic prompting for file downloads
7 Click OK.
Note: If you have enabled any ActiveX options, a message box appears,
asking you to confirm your choice. Click Yes.
Result: The Internet Options window reappears.
8 Click OK to exit the Internet Options window.

Installation and Maintenance Guide 569

Installing software on the replicating server (optional) Standard 3.0

9 On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up
Blocker Settings.
Result: The Pop-up Blocker settings window appears.

10 In the Address of Web site to allow field, type the Contact Center
Manager Administration website address (for example, http://pbrwd0p0)
11 Click Add.
12 Click Close.
13 Restart Internet Explorer to activate your changes.

570 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 24. Copy latest user guides to the CCMA

server

Introduction
Supervisors and administrators can access certain documentation directly
through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
Administration server.

The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection web site (www.nortel.com/helmsman).

Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.

To copy the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
Note: Only the following guides can be accessed directly from Contact
Center Manager Administration. However, the remaining guides from the
Contact Center 6.0 documentation suite are also available on Helmsman
and can be downloaded to the directory of your choice.
„ Contact Center Supervisor’s Guide
„ Contact Center Administrator’s Guide
„ Contact Center What’s New Guide
„ Contact Center NCC Administrator’s Guide

Installation and Maintenance Guide 571

Installing software on the replicating server (optional) Standard 3.0

„ Contact Center Historical Reporting and Data Dictionary

„ Contact Center Scripting Guides
5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
...\program files\Nortel Network\WClient\Apps\documentation\guides
6 Ensure the file names match the links from the application:
„ Supervisors Guide.pdf
„ Administrators Guide.pdf
„ Whats New Guide.pdf
„ NCC Administrators Guide.pdf
„ HRDD.pdf
„ M1 Scripting Guide.pdf

Note: You must download Adobe Acrobat Reader on the client PCs to launch
the guides from the Contact Center Manager Administration server.

572 Nortel Contact Center Manager Administration

May 2006 Installing software on the replicating server (optional)

Step 25. Other postinstallation tasks

Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks, if you have not already done so:
„ Configure the Windows SNMP service on the server.
„ Select the types of events you want to forward to the NMS.
„ Configure the NMS.

For more information, see Chapter 16, “Working with CCMA events.”.

Verify your security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Manager Administration, refer to Chapter 18, “Managing security.”

Installation and Maintenance Guide 573

Installing software on the replicating server (optional) Standard 3.0

574 Nortel Contact Center Manager Administration

 Par t 2
Upgrading to Contact Center
Manager Administration 6.0 and
migrating data

Installation and Maintenance Guide 575

Installation and Maintenance Guide 576
Chapter 7

Upgrading overview

In this chapter
Overview 578

Installation and Maintenance Guide 577

Upgrading overview Standard 3.0

Overview

Introduction
This chapter describes supported upgrades to Release 6.0 of Contact Center
Manager Administration, and other important information to consider before
performing the upgrade.

Supported upgrade paths in Release 6.0

You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client when
installed on a Windows Server 2003 platform to Release 6.0 of Contact Center
Manager Administration.

You must also ensure that you have installed the latest supported Service Pack
for Windows Server 2003 before upgrading to Contact Center Manager
Administration 6.0. For information about the service packs that have been
validated with Contact Center Manager Administration, consult the Contact
Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability
List located at www.nortel.com.

If your Symposium Web Client 4.5 SUS0601 v1 is supported by a Windows

2000/Advanced Server platform, you must migrate your Symposium Web Client
4.5 to a Windows Server 2003 platform before you can upgrade to Contact
Center Manager Administration 6.0. For detailed procedures, see Chapter 8,
“Migrating SWC 4.5 platform from Windows 2000 to Windows 2003.”

If you have a release of Symposium Web Client prior to version 4.5, you must
upgrade to Symposium Web Client 4.5 SUS0601 v1 before upgrading to Contact
Center Manager Administration 6.0. For details about upgrading to Symposium
Web Client 4.5, please refer to the Nortel Symposium Web Client 4.5 Planning,
Installation, and Administration Guide.

578 Nortel Contact Center Manager Administration

May 2006 Upgrading overview

Upgrades compared to migrations

Upgrades
If you already have a version of the Symposium Web Client or Contact Center
Manager Administration software installed, and you want to upgrade to the next
release of the software on the same operating system platform, then you are
performing an upgrade of the software.

Migrations
If you have Symposium Web Client 4.5 SUS0601 v1 installed on a Windows
2000 Server/Advanced Server platform, and you want to install the Contact
Center Manager Administration Release 6.0 software (which is only supported
on Windows Server 2003), then you must migrate the data to a new computer
that has Windows Server 2003. This new computer must also have Symposium
Web Client 4.5 SUS0601 v1 installed. After you migrate the data, you can
upgrade to Contact Center Manager Administration Release 6.0.

Similarly, if you have Symposium Web Client 4.5 SUS0601 v1 installed on your
current server and you want to upgrade to Contact Center Manager
Administration 6.0 on a new server, then you must migrate your data to the new
server either before or after you upgrade the software.

Note: It is important that when you are migrating data, you install the same
software version and Service Update on the target server. For example, if you
have Symposium Web Client 4.5 with SU06 installed on the existing server, you
must install Symposium Web Client with SU06 on the target server.

Installation and Maintenance Guide 579

Upgrading overview Standard 3.0

Compatibility with Contact Center Manager Server and previous

versions of Symposium Call Center Server
When upgrading and migrating to Contact Center Manager Administration 6.0,
you must ensure that all servers are compatible.

Contact Center Manager Administration 6.0 is compatible with Symposium Call

Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager
Server 6.0 (or later).

Contact Center Manager Administration is incompatible with previous releases

of Symposium Call Center Server (that is, earlier than Version 5.0 with
SUS0504).

If you are installing Contact Center Manager Administration 6.0 on a coresident

server, it can only be installed after Contact Center Manager Server 6.0. You
cannot install Contact Center Manager Administration 6.0 on a coresident server
with Symposium Call Center Server Release 5.0.

You can use Contact Center Manager Administration to administer a Release 5.0
Symposium Call Center Server in your network, but you cannot use Symposium
Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later).

To administer Contact Center Manager Server 6.0 (or later), you must upgrade
the Contact Center Manager Administration server to Release 6.0 of Contact
Center Manager Administration.

580 Nortel Contact Center Manager Administration

May 2006 Upgrading overview

The following matrix shows the compatibility between Contact Center Manager
Server 6.0 (and previous versions) and Contact Center Manager Administration
6.0 (and previous versions).

Contact Center
Manager
Symposium Web Administration
Classic Client Client 4.5 6.0

Symposium Call Yes Yes No

Center Server
4.0

Symposium Call Yes Yes No

Center Server
4.2

Symposium Call Yes Yes Yes, with

Center Server limitations (see
5.0 SUS0504 Notes)

Contact Center No No Yes

Manager Server
6.0

Notes:
„ You can use Contact Center Manager Administration 6.0 to administer
Symposium Call Center Server 5.0 with the minimum update of SUS0504,
however not all of the features and functionality of Contact Center Manager
Administration 6.0 will be available in this configuration. For example, the
SIP (Session Initiation Protocol), Universal Networking, and Open Queue
features are only available when Contact Center Manager Administration
6.0 is administering a Contact Center Manager Server 6.0. Additionally,
there are limitations for maximum number of script variables (20), and the
character limit on a script (30 000) when a Contact Center Manager
Administration 6.0 is supporting a Symposium Call Center Server 5.0
SUS0504.
„ Contact Center Manager Administration 6.0 is supported in the coresident
configuration only with Contact Center Manager Server 6.0 (for example,

Installation and Maintenance Guide 581

Upgrading overview Standard 3.0

Contact Center Manager Administration 6.0 is not supported in a coresident

configuration with Symposium Call Center Server 5.0).

Planning your upgrade

The following section describes common upgrade scenarios and the tasks that
you must perform in order to successfully complete an upgrade from
Symposium Web Client 4.5 (SUS0601 v1) to Contact Center Manager
Administration 6.0.

Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows

2003 to Contact Center Manager Administration 6.0 on the same
server
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to
Contact Center Manager Administration. For details, see Chapter 9, “Upgrading
from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.

Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows

2003 on server A to Contact Center Manager Administration 6.0 on
server B
Nortel does not support a direct migration from Symposium Web Client 4.5 on a
source server to Contact Center Manager Administration 6.0 on a new server.
That is, you cannot back up Symposium Web Client data on the source server
and restore that database backup to Contact Center Manager Administration 6.0
on a new target server.

You have two options for upgrading to Contact Center Manager Administration
6.0 in this scenario. Option 1 is recommended by Nortel because it allows you
to maintain a fully operational Symposium Web Client on the source server
while you perform the upgrade on the target server.

582 Nortel Contact Center Manager Administration

May 2006 Upgrading overview

Option 1 (recommended)

Note: This is documented as an end-to-end procedure in Chapter 10,

“Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server”.
1. Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You
must also install the same Service Update level on the target server as is
installed on the source server.
2. Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source
server to the target server using backup and restore.
3. Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1)
to Contact Center Manager Administration on the target server.

Option 2
1. Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1)
to Contact Center Manager Administration on the source server. For details,
see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0
on same server.”
1. Install Contact Center Manager Administration on the target server. For
details, see Chapter 3, “Installing the software on the primary server.” You
must also install the same Service Update level on the target server as is
installed on the source server.
2. Migrate Contact Center Manager Administration data from the source
server to the target server. For details, see Chapter 11, “Migrating CCMA
6.0 to a new server.”

Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows

2000 to Contact Center Manager Administration 6.0

Note: In this scenario, you must use two servers because Contact Center
Manager Administration does not support a direct upgrade from Windows 2000/
Advanced Server to Windows Server 2003.

Installation and Maintenance Guide 583

Upgrading overview Standard 3.0

1. Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows
2000 platform on the source server to a Windows 2003 platform on the
target server. For details, see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.” You must also install the same Service
Update level on the target server as is installed on the source server.
2. Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1)
to Contact Center Manager Administration on the target server. For details,
see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0
on same server.”

Upgrading access classes and partitions

To support the new partition and user options, users created in Symposium Web
Client 4.5 need to be upgraded to function correctly in Contact Center Manager
Administration 6.0.

This is an automatic process and is integrated into the Contact Center Manager
Administration upgrade/install application.

The upgrade procedure is logged to the following location on the Contact Center
Manager Administration server:

Program Files\Nortel Networks\WClient\Nortel_Log\APMUsersUpgrade.log.

Timing
The following upgrade times provide guidance on the time required for software
upgrade.

Upgrading from Symposium Web Client 4.5 (on Windows 2003) to

Release 6.0 on the same server
Preinstallation (including operating system installation/configuration): 2.5 hours

Upgrading the Server Software: 30 minutes

Postupgrade: 1.5 hours

584 Nortel Contact Center Manager Administration

May 2006 Upgrading overview

Upgrading from Symposium Web Client 4.5 (on Windows 2003) to

Release 6.0 on a new server
Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server)

Installing the Server Software: 30 minutes

Postinstallation: 1.5 hours

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
„ CPU: Intel Xeon 3GHz
„ Ram: 1.0 GB
„ Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
„ DVD Drive: Internal IDE 8X DVD-ROM

Installation and Maintenance Guide 585

Upgrading overview Standard 3.0

586 Nortel Contact Center Manager Administration

Chapter 8

Migrating SWC 4.5 platform from

Windows 2000 to Windows 2003

In this chapter
Overview 588
Section A: Before you begin the migration 591
Section B: Prepare the source server for the migration 597
Section C: Prepare the target server for the migration 613
Section D: Migrating and restoring the data 685
Section E: Postmigration tasks 719
Section F: Troubleshooting 733

Installation and Maintenance Guide 587

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Overview

Introduction
This chapter 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 chapter 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.

After completing the procedures in this chapter, you can perform a direct
upgrade from Symposium Web Client 4.5 on a Windows 2003 platform to
Contact Center Manager Administration 6.0. For details, see Chapter 9,
“Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.

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.

588 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

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.

Installation and Maintenance Guide 589

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

590 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Section A: Before you begin the

migration

In this section
Step 1. Print data migration checklists 592
Step 2. Download the ADAM data migration software 594

Installation and Maintenance Guide 591

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

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 SWC 4.5 SU05 (or later) is installed,” on page 599.

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 600 and “Step 5. Back up migration data
on the source server,” on page 601.

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 605.

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 606.

5 Migrate filtersets containing routes. For details, see “Step 8. Clear ❏

routes from filtersets,” on page 611.

592 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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
615.

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 615

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 676.

4 Log the target server onto the Windows 2000 Server/Advanced ❏

Server (source server) domain using domain Administrator
account. For details, see “Step 13. Log the target server onto the
source server domain,” on page 682.

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,” on page 683.

Installation and Maintenance Guide 593

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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:

594 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

„ 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.

Installation and Maintenance Guide 595

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

596 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Section B: Prepare the source server for

the migration

In this section
Overview 598
Step 3. Ensure that SWC 4.5 SU05 (or later) is installed 599
Step 4. Perform a full backup of the source server 600
Step 5. Back up migration data on the source server 601
Step 6. Extract the AD Data Migration zip file onto the source server 605
Step 7. Ensure DNS is correctly configured on the source server 606
Step 8. Clear routes from filtersets 611

Installation and Maintenance Guide 597

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Overview

The following section 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.

598 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 3. Ensure that SWC 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.

Installation and Maintenance Guide 599

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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

ATTENTION
You can use Backup to back up and restore data on either File
Allocation 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.

600 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 “Option 1: To
back up data stored outside of Active Directory by manually copying files,”
on page 602.
„ 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 “Option 2: To back up data stored outside of Active Directory by using
the Windows Backup Tool,” on page 603.

Installation and Maintenance Guide 601

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Option 1: To back up data stored outside of Active Directory 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):
„ 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
(where C is the drive on which Symposium Web Client is installed).
„ Emergency Help snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Emergency-
Help\Exports
(where C is the drive on which Symposium Web Client is installed).

602 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Option 2: To back up data stored outside of Active Directory by using

the Windows Backup Tool
You 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 “Option 1: To back up data stored outside of Active Directory
by manually copying files,” on page 602.
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:
„ 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).

Installation and Maintenance Guide 603

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

„ 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
Emergency Help snapshots
Note: 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
(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.

604 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 594.

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.

Installation and Maintenance Guide 605

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

606 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

4 Click Properties.
Result: The Local Area Connection Properties window appears.

Installation and Maintenance Guide 607

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

608 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

Installation and Maintenance Guide 609

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

8 Click on the Advanced button in the Internet Protocol (TCP/IP)

Properties window.
Result: The Advanced TCP/IP Settings window appears.

9 Click on the DNS tab.

10 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.
11 Select the Register this connection's address in DNS box.
12 Click OK.
13 Click OK.

610 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

ATTENTION
Any historical filterset containing routes will not migrate, and
you will lose all the information contained in the filterset
unless you complete the procedure “To clear routes from
filtersets,” on page 611.

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.

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

Installation and Maintenance Guide 611

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

612 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Section C: Prepare the target server for

the migration

In this section
Overview 614
Step 9. Install SWC 4.5 SU05 (or later) on the target server 615
Step 10. Ensure source server IP address is primary DNS server 676
Step 11. Connect source server and target server off-network 678
Step 12. Add the target server into the source server domain 679
Step 13. Log the target server onto the source server domain 682
Step 14. Extract the AD Data Migration zip file 683

Installation and Maintenance Guide 613

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

614 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

Installation and Maintenance Guide 615

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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,

616 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

then you must manually configure the server with the correct IIS
permissions for proper Symposium Web Client functionality.

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.

Installation and Maintenance Guide 617

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Domain group policies and the application server

For 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 about 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).

618 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Windows Server 2003 checklist

This 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.

Installation and Maintenance Guide 619

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Windows Server 2003 installation checklist ✓

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.

620 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Windows Server 2003 installation checklist ✓

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.

Installation and Maintenance Guide 621

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Windows Server 2003 installation checklist ✓

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.

622 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Windows Server 2003 installation checklist ✓

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.

Installation and Maintenance Guide 623

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Windows Server 2003 installation checklist ✓

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.

624 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Windows Server 2003 installation checklist ✓

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 selected
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
about 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.

Installation and Maintenance Guide 625

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Windows Server 2003 installation checklist ✓

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.

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:

626 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 drives

By 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 menu.
Result: The Local Disk <drive letter> Properties window appears.
3 Click the Security tab.
4 In the Group or usernames 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

Installation and Maintenance Guide 627

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 630.
5 Click Apply to save your changes.
6 In the Group or usernames 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.
7 Click Apply to save your changes.
8 In the Group or usernames 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
„ 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 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 630.
9 Click Apply to save your changes.
10 In the Group or usernames box, ensure that the Users group appears with
the following permissions selected in the Allow column at the bottom of the
window:
„ Read & Execute
„ List Folder Contents

628 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

„ Read
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 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 630.
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 figure above:

„ Administrators has Full control permissions over This folder,
subfolders and files
„ Creator Owner has Full control permissions over Subfolders and
files only

Installation and Maintenance Guide 629

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

„ 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 drives

If 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 627 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 menu.
Result: The Local Disk <drive letter> Properties window appears.
3 Click the Security tab.
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.

630 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 627 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.

Installation and Maintenance Guide 631

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 636.

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 about uninstalling the software, see the documentation posted on the
Sybase web site at www.sybase.com.
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.

632 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 633

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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).

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.”

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

634 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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
„ 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.

Installation and Maintenance Guide 635

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

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.

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 driver

After 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
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.

636 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

Installation and Maintenance Guide 637

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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

638 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

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.

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.

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.

Installation and Maintenance Guide 639

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

640 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.
Result: The Symposium Web Client Setup Wizard window appears.

7 Click Next.
Result: The Key Code Information window appears.

Installation and Maintenance Guide 641

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

ATTENTION!
Key codes are case-sensitive.

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.

642 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

a. In the username 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.

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.

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.

Installation and Maintenance Guide 643

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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. For more information about changing

644 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

the computer name of the application server, refer to Chapter 14,

“Changing passwords, names, IP addresses”.

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.

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
that these ports are not used by any other application. If these ports are

Installation and Maintenance Guide 645

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

646 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

To install Web Client as the default web site

a. Click Default.

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

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.
16 Click Next.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 647

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

17 Click Next.

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.

Result: The Installing Symposium Web Client window appears.

648 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 649

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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).

650 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 651

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

652 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 Update

Download 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

IIS
You 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.

Installation and Maintenance Guide 653

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

2 In the tree, click the plus sign (+) beside Local Users and Groups.
Result: The heading expands to reveal the Users and Groups folders.

654 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 menu.
Result: A warning box appears.

5 Click Proceed.
Result: The Set Password for IUSR_SWC window appears.

Installation and Maintenance Guide 655

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

656 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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
menu.
Result: The Default Web Site Properties window appears.
12 Click the Directory Security tab.

Installation and Maintenance Guide 657

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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

Result: The Authentication Methods window appears.

658 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

14 Click Browse.
Result: The Select User window appears.

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

Installation and Maintenance Guide 659

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

660 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 661

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

22 Click OK to save your changes.

23 Close all windows to complete the procedure.

To change the iceAdmin user account password

After 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.

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.

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.

662 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.
6 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,
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 below, there are additional steps that you must perform to configure
the browser for Contact Center Manager Administration. For details, see
“Additional procedures for configuring Internet Explorer on client PCs running
Windows XP with SP2,” on page 665.

Installation and Maintenance Guide 663

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

If the client PC is running Windows Server 2003 with the latest supported
service pack, in addition to the procedures below, there are additional steps you
must perform to configure the browser for Contact Center Manager
Administration. For details, see “Additional procedures for configuring Internet
Explorer on client PCs running Windows Server 2003 with the latest supported
Service Pack,” on page 667.
1 Start Internet Explorer 6.0 or later.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.
3 Click the Security tab.
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

664 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 Cancel 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.

Additional procedures for configuring Internet Explorer on client PCs

running Windows XP with SP2
If the client PC is running Windows XP Service Pack 2, in addition to the
procedures in “To configure Internet Explorer 6.0 on the client PC,” on page
663, you must either add Internet Explorer to the firewall exceptions list or open
multicast and unicast ports.

Installation and Maintenance Guide 665

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

To add Internet Explorer to the firewall exceptions list

For further details about adding programs or services to the firewall exceptions
list, consult www.microsoft.com.
1 On the client PC, click Start > Control Panel > Security Center >
Windows Firewall.
2 On the Exceptions tab, under Programs and Services, select Internet
Explorer.
Note: If Internet Explorer is not listed, go to “If Internet Explorer is not
listed in the Exceptions tab,” on page 666.
3 Click OK.

If Internet Explorer is not listed in the Exceptions tab

1 On the Exceptions tab, click Add Program.
2 In the Add a Program dialog box, click Internet Explorer, and then click
OK.
Result: Internet Explorer will appear, selected, on the Exceptions tab,
under Programs and Services.
3 Click OK.

As an alternative to adding Internet Explorer to the firewall exceptions list, you

can open the multicast and/or unicast ports. For details, see the procedure below.

To open multicast and unicast ports in Windows XP with Service

Pack 2
For further details about opening ports, consult Microsoft documentation at
www.microsoft.com.

The following ports must be opened individually using the procedure below:
„ Emergency Help, UDP
8200
„ Multicast real-time reports, UDP
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
„ Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135

666 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

1 Click Start > My Network Places.

2 Under Network Tasks, click View Network Connections.
3 Right-click the connection that you use for the Internet, and then click
Properties.
4 Click the Advanced tab, and then click Settings.
Note: If the Settings button is unavailable, Internet Connection Firewall is
not enabled on this connection, and you do not have to open any ports
(because they are all already open).
5 Click Add to open a new port.
6 In the Description box, type a name for the port. For example, type File
Sharing: Port 445.
7 In the Name or IP address of the computer hosting this service on
your network box, type 127.0.0.1.
Note: You can specify the IP address of an internal computer. But you
typically will use 127.0.0.1.
8 In the External port and Internal port boxes, type the port number.
Generally, this number is the same.
9 Click either TCP or UDP, and then click OK.
10 Repeat steps 1 through 9 for each port that you want to open.

For further details on compatibility issues with Windows XP with Service Pack
2, 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.

Additional procedures for configuring Internet Explorer on client PCs

running Windows Server 2003 with the latest supported Service Pack
The latest supported service pack for Windows Server 2003 contains several
security enhancements to Internet Explorer. These new Internet Explorer
security enhancements can impact Contact Center Manager Administration 6.0
client operation if Internet Explorer is not configured properly.

Configure Internet Explorer with the following settings on all servers using
Windows Server 2003 with the latest supported service pack that are used to
launch Contact Center Manager Administration client sessions.

Installation and Maintenance Guide 667

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

To configure Internet Explorer on application and client servers

using Windows Server 2003 with the latest supported service pack

Note: For client PCs, these configuration settings are in addition to the
configuration settings detailed in “To configure Internet Explorer 6.0 on the
client PC,” on page 663.
1 Start Internet Explorer 6.0 or later.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.

668 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

3 Click the Security tab.

Result: The Security tab opens.

4 Click the Trusted Sites icon.

Result: The Trusted Sites information appears in the window.

Installation and Maintenance Guide 669

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.

6 Under the .NET Framework-reliant components heading, ensure that

Enable or Disable is selected for the following:
„ Run components not signed with Authenticode
„ Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following:
„ Automatic prompting for ActiveX controls
Under the Downloads heading, ensure that Enable is selected for the
following:
„ Automatic prompting for file downloads
7 Click OK.
Note: If you have enabled any ActiveX options, a message box appears,
asking you to confirm your choice. Click Yes.
Result: The Internet Options window reappears.
8 Click OK to exit the Internet Options window.

670 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

9 On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up
Blocker Settings.
Result: The Pop-up Blocker settings window appears.

10 In the Address of Web site to allow field, type the Contact Center
Manager Administration website address (for example, http://pbrwd0p0)
11 Click Add.
12 Click Close.
13 Restart Internet Explorer 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.

Installation and Maintenance Guide 671

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 Protocol

When 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.

Note: Some Internet Explorer versions require the Internet Explorer setting
Automatic prompting for file downloads in the Downloads section also to be set
to Enable for the Trusted Sites zone, to allow the SOAP files download prompt
to be displayed.
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>.

672 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

3 Press Enter.
Result: The application server displays the Symposium Web Client main
logon window.
4 In the username 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.

Installation and Maintenance Guide 673

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 figure:

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

Result: The Ready to Install the Program window appears.

674 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 675

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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)
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 and then click Properties.

4 Click on Internet Protocol (TCP/IP) and then click Properties.
Result: The Internet Protocol (TCP/IP) window appears.

676 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

5 In the Preferred DNS server box, enter the IP Address of the Windows
2000 Server/Advanced Server (source server).
6 Click OK.
7 Close all windows to complete the procedure.

Installation and Maintenance Guide 677

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

678 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 12. Add the target server into the source

server domain

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

Installation and Maintenance Guide 679

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

680 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Installation and Maintenance Guide 681

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Step 13. Log the target server onto 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 onto the source server domain using
domain Administrator account
1 Press Ctrl-Alt-Del.
2 Click the Options button on the log on screen.
3 Select the Windows 2000 Server/Advanced server domain from the list.
4 Log on to the Windows Server 2003 (target server) using domain
administrator username and password.

682 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 14. Extract the AD Data Migration zip file

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 594.

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.

Installation and Maintenance Guide 683

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

684 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Section D: Migrating and restoring the

data

In this section
Overview 686
Step 15. Prepare the source server for the Active Directory transfer 689
Step 16. Migrate the Active Directory data to the target server 691
Step 17. Update the DNS configuration of the target server 697
Step 18. Reset the new computer name of the target server 703
Step 19. Run the Symposium Web Client ChangeSOAPSrv utility 708
Step 20. Reset iceAdmin password 709
Step 21. Change the IP address of the target server 711
Step 22. Reconnect to the customer LAN 714
Step 23. Restore the data files from the source server to the target server 715

Installation and Maintenance Guide 685

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Overview

Introduction
This section 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 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.

686 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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
689 and “Step 16. Migrate the Active Directory data to the target server,” on
page 691.

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

Installation and Maintenance Guide 687

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

„ 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 697.

688 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 605.

To execute the ADAM migration tool on the source server

1 Login to the source server using the Administrator account.

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.

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 605.

Installation and Maintenance Guide 689

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

690 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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,” on page 683.
2 From the target server, run the file called ADAM Migration Tool.msi.
Result: The Welcome window appears.

Installation and Maintenance Guide 691

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 689
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.

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.

692 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.
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.
Result: The Ready to Install the Program window appears.

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).

Installation and Maintenance Guide 693

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

11 Click Yes.
Result: Once 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 it is finished, a new window appears, asking you to type a
password at the command prompt.

694 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

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.

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 source and target computers used
„ The speed of the network that the computers are on
„ The amount of Symposium Web Client data that has to be transferred
from the Active Directory on the source server to Active Directory
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.

Installation and Maintenance Guide 695

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 username 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 697.

696 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 source server.
2 On the source server, click Start > Settings > Control Panel.
3 Double-click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

Installation and Maintenance Guide 697

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

4 Right-click Local Area Connection and then 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.

698 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.
8 Close all windows to complete the procedure.

Installation and Maintenance Guide 699

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

To remove the target server from the source server domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

700 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 701

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

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 714.

If the computer name of IP address are going to be changed, proceed to “Step

18. Reset the new computer name of the target server,” on page 703, “Step 19.
Run the Symposium Web Client ChangeSOAPSrv utility,” on page 708, “Step
20. Reset iceAdmin password” on page 709, and “Step 21. Change the IP
address of the target server,” on page 711.

702 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 18. Reset the new computer name of the

target server

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 714.

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.

Installation and Maintenance Guide 703

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

704 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

8 Click Advanced.
Result: The lower portion of the Select User window expands.

Installation and Maintenance Guide 705

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

706 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 707

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Step 19. Run the Symposium Web Client

ChangeSOAPSrv utility

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 714.

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

708 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 20. Reset iceAdmin password

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 714.

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.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.
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.

Installation and Maintenance Guide 709

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

6 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,
and then resets the password in all required components.

710 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 21. Change the IP address of the target

server

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 714.

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.
2 Click Start > Settings > Control Panel.
3 Double click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

Installation and Maintenance Guide 711

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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

Result: The Local Area Connection Properties window appears.

712 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

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

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.
8 Close all windows to complete the procedure.

Installation and Maintenance Guide 713

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

714 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 about 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 615.

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 601) 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).

Installation and Maintenance Guide 715

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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 716.

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).

ATTENTION
You can use Backup to back up and restore data on either File
Allocation 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.

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):
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
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:

716 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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

Installation and Maintenance Guide 717

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

718 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Section E: Postmigration tasks

In this section
Step 24. Configure Real-Time Reporting on the target server 720
Step 25. Configure Emergency Help on the target server 726
Step 26. Configure Agent Desktop Display 4.5 parameters on the server 728
Step 27. Recreate filtersets containing routes on the target server 731
Step 28. Test your migrated software 732

Installation and Maintenance Guide 719

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Step 24. Configure Real-Time Reporting 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.

720 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 721

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.

ATTENTION!
If the server in Symposium Call Center Server is part of a
networked contact 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).

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

722 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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 about 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 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

Installation and Maintenance Guide 723

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

„ 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.

ATTENTION
You may need to increase the OAM Timeout value if the
following situations occur:
„ You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Manager Server and the network is slow.
„ Your contact center has a large numbers of agents or
skillsets. In this case, it may not be possible to return a
large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this 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).

7 If you select either Unicast or Multicast and Unicast, the Maximum

Unicast Sessions area appears at the bottom of the window.

724 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.
11 Close all windows to complete the procedure.

Installation and Maintenance Guide 725

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

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

726 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

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.

Installation and Maintenance Guide 727

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Step 26. Configure Agent Desktop Display 4.5

parameters on the server

To configure Agent Desktop Displays

1 Click Start > All Programs > Symposium Agent Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.

2 Confirm that the address in the IP multicast address box is the application
server’s IP send address that you configured in the RTR Configuration Tool.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

728 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Symposium Agent Desktop Displays
component and view the real-time statistics.
Note: When the number of agents who have logged on to the application
reaches this number, any additional agents who try to log on will receive a
message informing them to try again later. If you do not type a value in this
box, the system uses the default value of 1000 agents. The maximum value
that you can type in this box is 3000 agents. For information about
performance and sizing requirements for Symposium Web Client, see the
Symposium Call Center Server Planning and Engineering Guide.
5 In the View mode list, select the mode in which you want to view the data
that has been collected:
„ Moving window: In moving window mode, statistics shown represent
the last 10 minutes of system activity.
„ Interval-to-date: In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Displays. You can add statistics columns to
the displays, or remove columns that you no longer want to show.
7 Click the check box in the Show column if you want to add the statistics
column to the displays.
8 Arrange the order in which the statistics columns will appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
9 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you have not set the threshold levels in the Configuration
component of Web Client or in Symposium Call Center Server, the values
appear in white in the Symposium Agent Desktop Displays.
10 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.

Installation and Maintenance Guide 729

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

11 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
12 Click Once to indicate that a beep should occur only once, or click
Continuously to indicate that a beep should occur continuously until the
statistic reaches an acceptable value.
13 Click Save.

730 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Step 27. 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.

Installation and Maintenance Guide 731

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Step 28. 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).

What’s next?
You are now ready to perform a direct upgrade from Symposium Web Client 4.5
on Windows 2003 to Contact Center Manager Administration 6.0 on the target
server. For details, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to
CCMA 6.0 on same server”.

732 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Section F: Troubleshooting

In this section
Overview 734
Trouble scenarios and tips 735

Installation and Maintenance Guide 733

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Overview

This section 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.

734 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Trouble scenarios and tips

How do I know that the ADAM_Migration_Tool.msi was installed on

Windows 2000 Server/Advanced Server (source server)?

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

Solution
1 Launch the Control Panel and select Add or Remove Programs.
2 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 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 re-installed again.

Migration attempted on the target server without running ADAM

Migration Tool.msi on the source server

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

Installation and Maintenance Guide 735

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Investigation
If you did not run the ADAM Migration Tool on the Windows 2000 Server/
Advanced Server (source server) first, then the following error will appear
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.
3 Click Finish to complete the transfer process.
4 If you have selected Yes for logging, no log file will be created.

Solution
1 On the target server, remove the ADAM Migration Tool through the Control
Panel -> Add or Remove Programs window ONLY.
2 Open the Change Or Remove Programs windows.
3 Select ADAM Migration Tool and click Remove.
4 On the target server, uninstall the Symposium Web Client Application and
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 or Remove
Programs.
7 In the Change or Remove Programs window, the ADAM Migration Tool
will be listed if it was installed on the source server.
8 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

736 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

not been run and therefore must be run before attempting to migrate the
data onto the target server.
9 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

Situation
The 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.

Investigation
If an incorrect source server Domain name and Preferred DNS IP Address was
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.

2 You will not be prompted for the Administrator password for the Windows
2000 Server/Advanced Server (source server).
3 Several error messages will appear which can be ignored by clicking OK.
4 Click Finish to complete the transfer process.
5 If you have selected Yes for logging, no log file will be created.

Installation and Maintenance Guide 737

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Solution
1 Remove the ADAM Migration Tool through the Control Panel and Add or
Remove Programs window ONLY.
2 Open the Change Or Remove Programs windows.
3 Select ADAM Migration Tool and click Remove.
4 Update the Preferred DNS IP Address to reference the IP Address of the
source server. For details, see “To configure DNS on the target server to
use the Windows 2000 DNS server (source server),” on page 676.
5 Uninstall the Symposium Web Client Application and any errors incurred
during uninstall can be ignored as Active Directory Application Mode
(ADAM) is currently not on the computer.
6 Reinstall Symposium Web Client R4.5 SU05 on the target server.
7 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

Situation
The ADAM Migration Tool.msi has been run on the target server but an
incorrect source server Domain name has been entered.

Investigation
If an incorrect source server Domain Name is entered during the ADAM
Migration process on the target server, then the ADAM Migration operation will
appear to succeed however the log file will show 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.

738 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Establishing connection to source server

testDomain:389.

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Solution
1 Remove the ADAM Migration Tool through the Control Panel and Add or
Remove Programs window ONLY.
2 Open the Change Or Remove Programs window.
3 Select ADAM Migration Tool and click Remove.
4 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

Situation
The ADAM Migration Tool.msi on the target server but the Preferred DNS IP
Address is incorrect.

Investigation
The 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 will show the following:
Establishing connection to target server localhost:389.

Saving Configuration File on

DC=CCMADomain,DC=com,DC=CCMADomain

Saved configuration file.

ADAMSync is querying for a writeable replica of

CCMADomain.com.

Installation and Maintenance Guide 739

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

Error: DCLocator call failed with error 1355.

Attempting to bind directly to string.

Establishing connection to source server

CCMADomain.com:389.

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Solution
1 Remove the ADAM Migration Tool through the Control Panel and Add or
Remove Programs window ONLY.
2 Open the Change Or Remove Programs window.
3 Select ADAM Migration Tool and click Remove.
4 Update the Preferred DNS IP Address to reference the IP Address of the
source server.
For details, see “To configure DNS on the target server to use the Windows
2000 DNS server (source server),” on page 676.
5 Run the ADAM Migration Tool on the target server.

A Domain Name has been entered without extension

Situation
The 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.

Investigation
The 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 will appear as follows:
Establishing connection to target server localhost:389.

740 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Saving Configuration File on

DC=CCMADomain,DC=CCMADomain

Saved configuration file.

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

Saved configuration file.

Solution
1 Remove the ADAM Migration Tool through the Control Panel and Add or
Remove Programs window ONLY.
2 Open the Change Or Remove Programs Window.
3 Select ADAM Migration Tool and click Remove.
4 Run the ADAM Migration Tool on the target server with the full source
server Domain Name which includes the extension

Installation and Maintenance Guide 741

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

An incorrect Administrator Password has been entered

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

Investigation
If an incorrect Administrator Password for source server has been entered during
the ADAM Migration process on the target server, then the ADAM Migration
operation will appear successful however the log file will appear as follows:
Establishing connection to target server localhost:389.

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

DC=CCMADomain

Saved configuration file.

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
1 Remove the ADAM Migration Tool through the Control Panel and Add or
Remove Programs window ONLY.
2 Open the Change Or Remove Programs window.
3 Select ADAM Migration Tool and click Remove.
4 Run the ADAM Migration Tool on the target server with the correct
Administrator password for the source server.

742 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

Cannot install SWC R4.5 SU05

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

Investigation
The 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 Select 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 “To configure DNS on the target server to
use the Windows 2000 DNS server (source server),” on page 676.
2 Uninstall the Symposium Web Client Application and any errors incurred
during uninstall can be ignored as Active Directory Application Mode
(ADAM) is currently not on the computer.
3 Reinstall Symposium Web Client R4.5 SU05 on the target server.

Installation and Maintenance Guide 743

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

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\ntf
sdisable8dot3namecreation

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\Filesyst
em\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.

744 Nortel Contact Center Manager Administration

May 2006 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003

6 Close all windows to complete the procedure.

Installation and Maintenance Guide 745

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 3.0

746 Nortel Contact Center Manager Administration

Chapter 9

Upgrading from SWC 4.5 (Windows

2003) to CCMA 6.0 on same server

In this chapter
Overview 748
Section A: Preparing for the upgrade 751
Section B: Upgrading the product software 775
Section C: Postupgrade tasks on the CCMA server 795
Section D: Configuring the client PC 873
Section E: Upgrade agent workstations 897
Section F: Migrate Classic Client 905

Installation and Maintenance Guide 747

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Overview

Introduction
You can use the procedure in this section to upgrade from Symposium Web
Client Release 4.5 SUS0601 v1 on a Windows 2003 platform to Contact Center
Manager Administration Release 6.0 on the same server.

ATTENTION „ If your Symposium Web Client 4.5 is running on Windows

Server 2000/ Advanced Server, you must perform a full
platform migration to Windows Server 2003 before
upgrading to Contact Center Manager Administration 6.0
using the procedures in this chapter. For details about
migrating Symposium Web Client 4.5 on a Windows 2000/
Advanced Server platform to a Windows 2003 platform,
see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.”
„ If you want to upgrade your Symposium Web Client 4.5
(Windows 2003) to Contact Center Manager
Administration 6.0 on a new server, use the procedures
documented in Chapter 10, “Upgrading from SWC 4.5
(Windows 2003) to CCMA 6.0 on a new server.”

Migrating Classic Client data

If you have Classic Clients operating in your data network, you must migrate
your Classic Client data because Contact Center Manager Administration 6.0
does not support Classic Client.

You have the option to migrate your Classic Client data before or after you
perform the upgrade. For more information about planning your upgrade and
compatibility considerations for Classic Client, consult the Contact Center
Planning and Engineering Guide.

The procedures to migrate Classic Client are documented in Section F: “Migrate

Classic Client,” on page 905.

748 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Timing
The following upgrade times provide guidance on the time required for software
upgrade.
Preinstallation (including operating system installation/configuration): 2.5 hours

Upgrading the server software: 30 minutes

Postinstallation: 1.5 hours

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
„ CPU: Intel Xeon 3GHz
„ Ram: 1.0 GB
„ Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
„ DVD Drive: Internal IDE 8X DVD-ROM

Installation and Maintenance Guide 749

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

750 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Section A: Preparing for the upgrade

In this section
Step 1. Read the documentation for performing an upgrade 752
Step 2. Gather the materials required for an upgrade 753
Step 3. Ensure that all servers are compatible 754
Step 4. Ensure the application server meets CCMA 6.0 requirements 755
Step 5. Perform a full backup of the Symposium Web Client server 756
Step 6. Back up Nortel data files on the SWC server 757
Step 7. Remove Terminal Services (optional) 763
Step 8. Get documentation for the XML Automated Assignments feature 765
Step 9. Install the Crystal Enterprise 10 Embedded software 766

Installation and Maintenance Guide 751

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 1. Read the documentation for

performing an upgrade

Perform the following tasks:

„ Read Chapter 7, “Upgrading overview”.
„ Check for any installation addenda or updated customer documentation on
the Nortel web site (www.nortel.com), or on the Partner Information Center
web site (www.nortel.com/pic). The addenda and documentation may
contain important information regarding your upgrade.

ATTENTION „ If your Symposium Web Client 4.5 is running on Windows

Server 2000/ Advanced Server, you must perform a full
platform migration to Windows Server 2003 before
upgrading to Contact Center Manager Administration 6.0
using the procedures in this chapter. For details about
migrating Symposium Web Client 4.5 on a Windows 2000/
Advanced Server platform to a Windows 2003 platform,
see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.”
„ If you wish to upgrade your Symposium Web Client 4.5
(Windows 2003) to Contact Center Manager
Administration 6.0 on a new server, use the procedures
documented in Chapter 10, “Upgrading from SWC 4.5
(Windows 2003) to CCMA 6.0 on a new server.”

752 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 2. Gather the materials required for an

upgrade

Materials required for an upgrade

The following checklist contains the software and equipment that you require to
install Contact Center Manager Administration Release 6.0.

Qty Description ✔

1 Contact Center Manager installation DVD

Use the Contact Center Manager installation DVD to install one or all of the
following:
„ the Contact Center Manager Administration software
„ Crystal Enterprise 10 Embedded software
„ pcAnywhere 11.5 Host-Only software
„ required hotfixes

Installation and Maintenance Guide 753

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 3. Ensure that all servers are compatible

Introduction
Contact Center Manager Administration 6.0 is compatible with Symposium Call
Center Server Release 5.0 SUS0504 (or later), and Contact Center Manager
Server 6.0 (or later). Contact Center Manager Administration 6.0 is
incompatible with previous releases of Symposium Call Center Server.

If you are installing Contact Center Manager Administration 6.0 on a coresident

server, it can only be installed after Contact Center Manager Server 6.0. You
cannot install Contact Center Manager Administration 6.0 on a coresident server
with Symposium Call Center Server Release 5.0 or earlier.

Backward compatibility
You can use Contact Center Manager Administration to administer Symposium
Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use
Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0.

To administer Contact Center Manager Server 6.0, you must upgrade the
Contact Center Manager Administration server to Release 6.0 of Contact Center
Manager Administration.

For further details on compatibility, see “Compatibility with Contact Center

Manager Server and previous versions of Symposium Call Center Server,” on
page 580.

754 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 4. Ensure the application server meets

CCMA 6.0 requirements

Before you upgrade Symposium Web Client to Contact Center Manager

Administration Release 6.0, ensure that the application server meets all the
minimum hardware and software requirements. For details about hardware and
software requirements, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.

Installation and Maintenance Guide 755

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 5. Perform a full backup of the

Symposium Web Client server

Introduction
Before performing any significant upgrade of the Symposium Web Client
server, Nortel recommends that you make a complete backup of the entire
Symposium Web Client server including Active Directory, by using the
Microsoft Windows backup method or a proven third-party backup tool of
your choice. 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 Symposium Web Client server

If you encounter a problem with the upgrade, or if you encounter a product
problem, you can use the full backup you created to return the Symposium
Web Client server to its original state.

For details about creating full backups of the Symposium Web Client server,
refer to Microsoft documentation or the documentation of the third-party backup
tool of your choice.

CAUTION

Risk of loss of data

.

You can use Backup to back up and restore data on either File
Allocation 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.

756 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 6. Back up Nortel data files on the SWC

server

Introduction
After you perform a full backup of the Symposium Web Client 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 Symposium
Web Client server as this will create a more manageable backup file containing
only the data files which you can use to restore Symposium Web Client data
files, if required.
The data files that Nortel recommends you back up before performing an
upgrade include the following:
„ Historical report data
„ Real-time display snapshots
„ Emergency Help snapshots
„ Schedule data

There are three options for backing up these files:

„ Option 1: Windows Backup Tool
The first 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 “Option 1: To back up data stored outside of Active Directory by using
the Windows Backup Tool,” on page 758.
„ Option 2: Manually copy files
The second 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 “Option 2: To
back up data stored outside of Active Directory by manually copying files,”
on page 760.

Installation and Maintenance Guide 757

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

„ Option 3: Third-party backup tool of your choice

There are several other third-party tools that can perform similar functions.
Nortel has tested the Veritas Backup Exec 9.1 tool, which can be used to
back up the Contact Center Manager Administration data. For known issues
and recommendation when backing up using Veritas Backup Exec 9.1, refer
to “Option 3: Known issues when backing up using Veritas Backup Exec
9.1 tool,” on page 761.

Option 1: To back up data stored outside of Active Directory by using

the Windows Backup Tool
You 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 “Option 1: To back up data stored outside of Active
Directory by using the Windows Backup Tool,” on page 758.
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:
„ 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).

758 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

„ 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
Emergency Help snapshots
Note: 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
(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.

Installation and Maintenance Guide 759

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Option 2: To back up data stored outside of Active Directory 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):
„ 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
(where C is the drive on which Symposium Web Client is installed).
„ Emergency Help snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Emergency-
Help\Exports
(where C is the drive on which Symposium Web Client is installed).

760 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Option 3: Known issues when backing up using Veritas Backup Exec

9.1 tool
Nortel has also 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 10000,
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).
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 instructions on changing the
Veritas Backup Exec default port number, see the Veritas support article
located at www.seer.support.veritas.com
„ To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult
www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
„ 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:

Installation and Maintenance Guide 761

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

„ 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 1: To back up data stored outside of Active Directory by using
the Windows Backup Tool” on page 758.

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

Note: Nortel Networks has also tested the Veritas Backup Exec 9.0 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.

When using the Veritas Backup Exec 9.0 tool to back up Symposium Web
Client data files, you must first stop the SymposiumWC service. Failure to do so
results in errors in the Veritas backup, in which case you will not be able to use
the backup to restore Symposium Web Client data. When the backup is
complete, restart the SymposiumWC service.

762 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 7. Remove Terminal Services (optional)

Introduction
This is an optional step. Symposium Web Client 4.5 required Terminal Services
for Scripting. Because Scripting is a fully integrated web-based client in Contact
Center Manager Administration 6.0, you have the option of removing Terminal
Services before performing your upgrade to Contact Center Manager
Administration 6.0.

However, you may have third-party products on your application server which
require Terminal Services. In this case, you can keep Terminal Services on the
application server and this will not affect the performance of Contact Center
Manager Administration 6.0.

If you do not want to remove Terminal Services from the application server, you
can proceed directly to “Step 8. Get documentation for the XML Automated
Assignments feature” on page 765.

To remove Terminal Services

1 On the Symposium Web Client server, click Start > Control Panel > Add
or Remove Programs.
Result: The Add or Remove Programs windows appears.
2 In the left pane, click Add/Remove Windows components.
Result: The Windows Components Wizard window opens.
3 In the Components list, clear Terminal Server and Terminal Server
Licensing.
4 Click Next.
Result: The Terminal Server Setup dialog appears warning you that this
option will remove Terminal Server from your computer.
5 Click Next.
Result: Terminal Services is removed from your computer and the
Completing the Windows Components Wizard window appears.
6 Click Finish.

Installation and Maintenance Guide 763

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

7 Click Yes to reboot the application server.

764 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 8. Get documentation for the XML

Automated Assignments feature

If you are not upgrading this feature, then you can skip to “Step 9. Install the
Crystal Enterprise 10 Embedded software” on page 766.

If you are upgrading the XML Automated Assignments feature, ensure that you
have the Contact Center - Manager Administrator’s Guide on hand for
instructions for using this feature. You can also consult other associated
documentation and engineering/development support resources for the XML
Automated Assignments feature, which are provided only through the Nortel
Developer Program. For information about obtaining the XML Automated
Assignment toolkit, contact a member of the Developer Program through the
Contact Us link on the web site at www.nortel.com/developer.

Installation and Maintenance Guide 765

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 9. Install the Crystal Enterprise 10

Embedded software

Note: If you have already installed this software on the server, you can skip this
step and proceed to Section B: “Upgrading the product software,” on page 775.

To work with the Historical Reporting component in Contact Center Manager

Administration, you must first manually install the Crystal Enterprise 10
Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so will halt the Contact Center
Manager Administration installation.

The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You do not need to purchase a separate license.

766 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To install Crystal Enterprise 10 Embedded

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA
folder of the Contact Center Manager installation DVD.

Installation and Maintenance Guide 767

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

4 In the CR10_EE folder, double-click the file setup.exe.

Result: The Welcome window appears.

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

768 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

6 Accept the terms of the license agreement, and then click Next.
Result: The User Information window appears.

7 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type window appears.

Installation and Maintenance Guide 769

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

8 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.

9 Click Next.
Result: The system begins installing the software and the following window
appears.

770 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

10 When the installation is finished, the Completed window appears.

11 Click Finish.

To install Crystal 10.0 Common Hotfix patch

Note: The Crystal 10.0 Common Hotfix patch must be installed after installing
the Crystal Enterprise 10 Embedded software, and before installing Contact
Center Manager Administration.

Installation and Maintenance Guide 771

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.
Result: The Legal Disclaimer information appears.
6 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes will be stopped during the installation.

772 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

7 Read the warning and click Next.

Result: The Select Components screen appears.
8 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
9 Read the information and click Next.
Result: Windows will appear informing you of the services that are being
stopped. After the installation is complete, a dialog box appears asking if
you want to view a readme file.
10 Select Yes or No, depending on your preference
Result: A dialog will appear prompting you to restart your services.
11 Click Yes.
Result: The InstallShield Wizard Complete window appears.
12 Click Finish.

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 12. Install required hot fixes for third-party software” on page 792.

What’s next?
You can now upgrade the Contact Center Manager Administration Release 6.0
software. For details, see Section B: “Upgrading the product software,” on page
775.

Installation and Maintenance Guide 773

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

774 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Section B: Upgrading the product

software

In this section
Step 10. Upgrade the product software 776
Step 11. Apply the latest Service Update and Service Update Supplement 785
Step 12. Install required hot fixes for third-party software 792

Installation and Maintenance Guide 775

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 10. Upgrade the product software

Introduction
This step describes how to upgrade from Release 4.5 SUS0601 v1 of
Symposium Web Client (only when installed on a Windows Server 2003
platform) to Release 6.0 of Contact Center Manager Administration on the same
server.

You cannot use the procedures in this chapter to migrate Symposium Web
Client from a Windows 2000 Server platform to a Windows Server 2003
platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.”

To upgrade to Contact Center Manager Administration 6.0 on a new server, see

Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new
server.”

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.
„ If Symposium Web Client or Contact Center Manager Administration is
replicating ADAM with another server, the ADAM replication service must
be stopped on each replicating server until the upgrade is complete.

To stop replication on replicating servers

1 Click Start > Run.
2 In the text box, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 To disable outbound replication, type repadmin /options
+DISABLE_OUTBOUND_REPL.
6 Press Enter.

776 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

7 Close all windows to complete the procedure.

Note: This command must be executed on all replicating servers.

To map drives to the source location of the product software

1 Insert the Contact Center Manager installation DVD into the Contact Center
Manager Administration server DVD-ROM drive.
2 Launch Windows Explorer and browse to the DVD drive.
3 Right-click on the DVD drive in the system tree.
4 Select Properties from the menu.
Result: The DVD Properties window opens.
5 In the DVD Properties window, select the Sharing tab.
Result: The Sharing window opens.

6 Select Share this folder.

7 In the Share name text box, type your share name.
8 Click Apply.
9 Click OK.
Result: The DVD Properties dialog box closes.
10 In Windows Explorer, select the Tools menu.

Installation and Maintenance Guide 777

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

11 From the menu, select Map Network Drive.

Result: The Map Network Drive window opens.
12 In the Folder text box, enter the server details in the form of
\\<server>\<share >, where <server > is the system that contains the
physical DVD media and <share> is the share name.

13 Click Finish.
Result: The Map Network Drive window closes and your mapped drive
appears in the system tree.

To upgrade from Symposium Web Client 4.5 to Contact Center

Manager Administration 6.0
Notes:

Before performing this procedure, you must ensure the following tasks have
been completed:
„ You must map your drive to the source location of the product software. If
you have not mapped your drive to the source location of the product
software, see “To map drives to the source location of the product
software,” on page 777.
„ If Symposium Web Client or Contact Center Manager Administration is
replicating ADAM with another server, the ADAM replication service must
be stopped on each replicating server until the upgrade is complete. For
details about stopping replication, see “To stop replication on replicating
servers” on page 776.

778 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

1 Log on to the application server using the Administrator account.

Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In the Contact Center Manager Administration server, browse to the drive
that you mapped to the source location of the product software.
Note: If you have not mapped your drive to the source location of the
product software, see “To map drives to the source location of the product
software,” on page 777.
3 In the left pane, click the plus sign (+) next to drive that you mapped to the
source location of the product software.
Result: The folder expands.
4 In the right pane, click setup.exe.
Result: The File Download warning box appears.
5 Click Open.
Result: The Contact Center Manager DVD installer main menu opens.

Installation and Maintenance Guide 779

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

6 Select Contact Center Manager Administration from the components

list.
7 Click Install.
Result: The InstallShield Wizard checks that the required components
have been installed on the system. If the required components have been
installed, the Welcome to Contact Center Manager Administration Setup
Wizard window appears, immediately followed by the Upgrading the
Contact Center Manager Administration main setup window.

Note:
„ Any patches installed will be automatically removed by the installation
prior to the upgrade taking place.

780 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

8 Click Next.
Result: The Upgrading the Contact Center Manager Administration status
window appears, and the system copies new files to the Contact Center
Manager Administration server.

Installation and Maintenance Guide 781

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Note:
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.
Occasionally, the window notifies you that you must close the
Add or Remove Programs window. In this case, click Retry. If the
upgrade does not proceed, then click Ignore. The upgrade proceeds.
„ You cannot upgrade to a previous version of Contact Center Manager
Administration. If you attempt to upgrade to a previous version, a
message box appears, prompting you to end the upgrade process.
9 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 has full administrative
privileges and is required for proper Contact Center Manager
Administration functionality.
Note: This window appears every time you install or upgrade Contact
Center Manager Administration. While you must type a password each
time, it does not have to be a new password; you can type the same
password each time.

10 In the Old Password text box, type the old password for this account.
Notes:
„ If you have forgotten or misplaced the old password, then you must
manually reset it before you can continue installing Contact Center

782 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Manager Administration. Without halting this upgrade installation,

perform steps 1 to 7 in the procedure “To reset the iceAdmin password
in Windows,” on page 1922, and then return to this step to continue the
upgrade process. Use the password that you supply during the reset
procedure as the Old Password in this step.
„ After you finish installing Contact Center Manager Administration, you
can change this custom password. For details, see “Step 20. Configure
new ADD 6.0 parameters on the server (optional)” on page 855.
11 In the New Password text box, type the new password for the iceAdmin
user account.
Notes:
„ It is not necessary to change your iceAdmin password to a new
password. If you want to keep the old password, type the same
password in the New Password text box.
„ If you choose to change the iceAdmin password, any shares configured
for exporting historical reports using the iceAdmin password must be
reconfigured.
„ After you finish installing Contact Center Manager Administration, you
can change this custom password. For details, see “Step 20. Configure
new ADD 6.0 parameters on the server (optional)” on page 855.
12 In the Confirm Password box, type the new password again.
13 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 and Server SOAP templates.
After all files are installed, the Completing the Contact Center Manager
Administration Setup Wizard window appears.
Note: If you already have a version of Symposium Web Client installed and
are now performing an upgrade, the system modifies the identity
credentials of any scheduled tasks that you have saved in Contact Center
Management and Historical Reporting. If there are many tasks, this process
may take a few minutes. When the program finishes, the Installing
ServerSoapInstall window appears.
14 Click Finish.
Result: The Contact Center Manager Administration Installer Information
window appears, indicating that you must restart the Contact Center
Manager Administration server for the upgrade to take effect.

Installation and Maintenance Guide 783

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

15 Click Yes.

To enable replication after the upgrade is complete

If you disabled replication on any replicating servers during the upgrade,
perform the following procedure on each replicating server to reenable
replication:
1 Click Start > Run.
2 In the text box, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 To enable outbound replication, type
repadmin /options -DISABLE_OUTBOUND_REPL.
6 Press Enter.
7 Close all windows to complete the procedure.

Note: This command must be executed on all replicating servers.

784 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 11. Apply the latest Service Update and

Service Update Supplement

Introduction
This step includes procedures for downloading and applying the latest Service
Update and Service Update Supplements for Contact Center Manager
Administration from www.nortel.com/espl.

For further details about downloading and applying Service Updates, Service
Update Supplements, and Designer Patches, see Chapter 13, “Applying Service
Updates, Service Update Supplements, and Designer Patches”.

Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP).
„ Service Updates (SUs) are major updates to software releases. They
include new features as well as major changes and fixes to the software.
Service Updates also include all relevant SUS and DPs that were issued
since the release of the last SU. Service Updates are numbered sequentially
in the format CCMA_6.0_SU_01, CCMA_6.0_SU_02, and so on. Service
Updates for Contact Center 6.0 are faster to download and install than the
Service Updates for previous releases because they do not include the entire
application, but only the changed or updated portions of the software.
„ Service Update Supplements (SUS) are fixes for Service Updates that are
required for all customers. SUS are much faster and easier to download
and install than Service Updates. SUS are numbered sequentially in the
format CCMA_6.0_SUS_0101, CCMA_6.0_SUS_0102, and so on. You
can install an SUS only if its corresponding Service Update is already
installed. For example, if SU01 is installed then you can install
CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
„ Designer Patches (DP) are critical patches that are released to a limited
number of customers to address specific customer issues. DP are numbered
sequentially in the format CCMA_6.0_DP_010101,
CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure a

Installation and Maintenance Guide 785

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

location and installed on the recommendation of a Nortel support

technician. For details about installing Designer Patches, see Chapter 13,
“Applying Service Updates, Service Update Supplements, and Designer
Patches.”

Note: The numbers of the Service Updates, Service Update Supplements, and
Designer Patches shown in the previous bullets are listed as examples only.

Installation order for Service Updates and Service Update

Supplements
Every Service Update (SU) contains all the fixes included in previously released
SU and SUS. Therefore, you do not need to sequentially install all Service
Updates that are released.

For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, SUS0102 in the SU02 release.

Note: Designer Patches (DP) address critical issues for specific customers. A
DP is usually posted to a secure location and installed on the recommendation of
a Nortel support technician.

786 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Applying a Service Update or Service Update Supplement

ATTENTION „ When you install the latest Service Update, take

note of the Administrator account with which
you are currently logged on to the server. If you
have multiple Administrator accounts, you
must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and Designer
Patches on the server. If you install an update
with one account, and then try to install the next
update or uninstall the current patch while
logged on as a different account, the installation
or uninstallation fails.
„ Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater
than 24 characters. In this scenario, the License
Manager Service will not start and the Service
Update installation will fail. The
ServerSoapName value exceeds 24 characters
when your site references the Contact Center
Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL
of more than 24 characters in the SOAP
Configuration Parameters window during the
Contact Center Manager Administration
installation. For information about
troubleshooting this issue, refer to “Installation
of SU02 or SUS0201 fails because License
Manager Service does not start,” on page 1823.

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.
„ Before installing the Service Update or Service Update Supplement, Nortel
recommends that you verify the patch level currently installed on the server

Installation and Maintenance Guide 787

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
„ To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for
example, WinZip).

To apply the latest Service Update or Service Update Supplement

1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that may have been issued since the
release of the DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.
3 Download the latest Service Update and save it on the Contact Center
Manager Administration server. Service Updates are packaged as .zip files.
4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.
5 Extract the contents of the .zip file to the location of your choice.

788 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

6 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.

7 Click Yes to read the file, or No to proceed directly with the installation.
Notes:
„ The readme file can contain important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
„ If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
installation for the older patch again. For details on uninstalling patches,
see “Uninstalling an SU, SUS, or DP,” on page 1584.

Installation and Maintenance Guide 789

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

8 Click Next.
Result: The Ready to Install window appears.

Notes:
„ If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
„ Click Next to remove the patches. When the system has finished
removing the patches, the installation of the new patch proceeds. See
step 9.
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

790 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

9 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.

Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
11 Repeat steps 6-11 to install other Service Update Supplements that
correspond to the latest Service Update.
12 After all the latest SU and SUS are installed, close all windows and restart
the server.

Installation and Maintenance Guide 791

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 12. Install required hot fixes for third-

party software

Introduction
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.

To install required hot fixes for third-party software

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
4 Nortel also recommends that you go to the web site www.nortel.com/espl to
check for any hot fixes that may have been issued since the release of the
DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

792 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

What’s next?
After you finish upgrading Symposium Web Client 4.5 (Windows Server 2003)
to Contact Center Manager Administration 6.0 on the Contact Center Manager
Administration server, there are a number of postupgrade tasks that need to be
completed. For details, see Section C: “Postupgrade tasks on the CCMA server,”
on page 795.

Installation and Maintenance Guide 793

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

794 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Section C: Postupgrade tasks on the

CCMA server

In this section
Step 13. Add the server to an existing domain (optional) 796
Step 14. Add ASP.NET applications to IIS 800
Step 15. Configure IIS settings for Report Creation Wizard 804
Step 16. Add the IUSR_SWC account as the anonymous user account 808
Step 17. Configure License Manager Service 819
Step 18. Configure Logon warning message (optional) 823
Step 19. Configure shared folders for Historical Reporting (optional) 828
Step 20. Configure new ADD 6.0 parameters on the server (optional) 855
Step 21. Change the iceAdmin user account password (optional) 858
Step 22. Upgrade the XML Automated Assignments feature (optional) 861
Step 23. Accept the license agreement in Server Utility 864
Step 24. Refresh your servers 866
Step 25. Copy latest user guides to the CCMA server 870
Step 26. Other postupgrade tasks 872

Installation and Maintenance Guide 795

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 13. Add the server to an existing domain

(optional)

Introduction
After you have installed Contact Center Manager Administration, you have the
option of adding your Contact Center Manager Administration server to an
existing Windows domain.

If you have already added your Contact Center Manager Administration server
to an existing domain or if you do not want to add your server to an existing
domain, you can skip this step and proceed directly to “Step 14. Add ASP.NET
applications to IIS” on page 800.

You must add the server to an existing domain in the following scenarios:
„ If you are installing a replicating server, the replicating server must be
added to the domain of the primary server.
„ If you are installing a coresident server that includes a Communication
Control Toolkit server, there are some specific scenarios that require the
Contact Center Manager Administration server to be added to an existing
domain. For further information, refer to the Communication Control
Toolkit Installation and Maintenance Guide.

For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, refer to Chapter 17,
“Working with domains and workgroups.”

796 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

Installation and Maintenance Guide 797

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

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.

798 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Installation and Maintenance Guide 799

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 14. Add ASP.NET applications to IIS

Introduction
In order for the Report Creation Wizard component of Contact Center Manager
Administration to function, IIS must be configured to support ASP.NET
applications.

Note: If you have already installed and configured IIS with Simple Mail
Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager
Administration server, proceed to “Step 15. Configure IIS settings for Report
Creation Wizard” on page 804.

If you do not perform this task, the following error message will appear when
you attempt to launch Report Creation Wizard:
"Visual Studio.NET has detected that the specified Web
server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”

Note: You may be asked for your Windows 2003 Server installation CD during
the configuration steps of this procedure.

800 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To configure Internet Information Services (IIS) to support ASP.NET

applications
1 On the server, click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.

Installation and Maintenance Guide 801

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

2 In the left pane, click Add/ Remove Windows components.

Result: The Windows Components Wizard window opens.

3 Under Components, select Application Server, and then click Details.

Result: The Application server dialog box opens.

4 Under Subcomponents of Application Server, select the check box next

to the ASP.NET component.

802 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

5 Click OK
Result: The Application server dialog box closes.
6 Click Next.
Note: If you are asked to insert your Windows Server 2003 installation disk,
insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.
8 Close all windows to complete the procedure.

Installation and Maintenance Guide 803

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 15. Configure IIS settings for Report

Creation Wizard

Introduction
The task is required in order for the Report Creation Wizard component to
function.

To configure IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
Result: The folder expands.
4 In the left pane, click the plus (+) sign next to Default Web Site.
Result: The folder expands.

804 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties window opens.

Installation and Maintenance Guide 805

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

6 Click the Create button to create an application

Result: RCW appears in the Application name box.

7 In Execute Permissions, select Scripts and Executables from the menu.

8 Click Apply to apply the changes.
9 Click OK to close the dialog box.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
Result: The folder expands.
11 In the left pane, click the plus (+) sign next to Application Pools.
Result: The folder expands.

806 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

12 Click on DefaultAppPool.
Result: RCW appears as a default web site in the right pane.

13 Close all windows to complete the procedure.

Installation and Maintenance Guide 807

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 16. Add the IUSR_SWC account as the

anonymous user account

Introduction
You must perform this procedure on Contact Center Manager Administration
servers running Windows Server 2003 after you have installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].

Note: You only need to perform this procedure once. If you upgrade Contact
Center Manager Administration after you perform this procedure, you do not
need to perform the procedure again.

There are two main parts to this procedure:

„ You must change the default password for the IUSR_SWC account to a
password of your choice.
„ Then you must add this user account as the IIS anonymous user account.

To add the IUSR_SWC account as the anonymous user account for

IIS
1 Click Start > Administrative Tools > Computer Management.
Result: The Computer Management window appears.

808 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

Installation and Maintenance Guide 809

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

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 menu.
Result: A warning box appears.

810 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

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 in Step 20.
7 Click OK.
Result: A window appears confirming that the password has been set.

8 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.
9 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 811

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

812 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

12 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 813

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

814 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

Installation and Maintenance Guide 815

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

17 Click Find Now.

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

816 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

18 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.

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

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

Installation and Maintenance Guide 817

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

21 Click OK.
Result: The Confirm Password window appears.
22 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
23 Click OK to save your changes.
24 Close all windows.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the text box, type iisreset.
27 Click OK.
28 Close all windows to complete the procedure.

818 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 17. Configure License Manager Service

Introduction
The License Manager Service—Configuration Setup utility is used to set up the
registry entries required to communicate with the License Manager Server that
is installed on Contact Center Manager Server. It also provides an option to log
the debug trace for the License Manager Service events.

On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.

For a coresident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields will be
read-only. It is assumed that for a coresident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server
installation procedure.

To configure the License Manager Service

Note: Click on the Cancel button to cancel any changes made during this
procedure.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, navigate to the LM Service Configuration folder by
clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

Installation and Maintenance Guide 819

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

820 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service—Configuration Setup window appears.

5 Enter the Primary LM Server's IP address/port number information.

Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
6 Enter the Standby LM Server's IP address/port number information
(optional, if available).
Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
Note: The LM Service log file (LMService.log) location is displayed. It is
located at the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
7 Select the LM Service log level from the menu. The available options are:
„ No logging: No events will be logged to LMService.log. However, if
errors or warning are received during the course of LMService
operation, the event will be written to the LMService.log.

Installation and Maintenance Guide 821

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

„ Errors only: Only errors and warning events will be logged to the
LMService.log file.
„ Debug: All events including informational messages will be logged to
the LMService.log file.
8 If you selected Errors only or Debug in the LM Service Log Level, enter
the log file size.
Note: Default is 1 MB.
9 Click OK to submit the information.
Result: The Configuration Completed dialog box appears.

10 Click OK
Result: A dialog box appears, prompting you to restart the License
Manager Service.

11 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service has restarted.
12 Click OK.
13 Close all windows to complete the procedure.

822 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 18. Configure Logon warning message

(optional)

Introduction
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message will not be visible unless you configure your
message title and text in the Local Security Policy tool of Windows Server 2003.

Note: If you already have a domain security policy in place with a log-in
warning message configured, you will not be able to change the log-in warning
message using this procedure. In this case, you will need to contact your
Administrator to change the log-in warning message.

If you do not want to configure a log-in warning message, proceed to “Step 19.
Configure shared folders for Historical Reporting (optional)” on page 828.

Configuring your logon warning message

To configure your logon warning message title and text

1 Click Start > Administrative Tools > Local Security Policy.
Result: Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.
Result: The folder expands.

Installation and Maintenance Guide 823

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

3 In the left pane, click the folder Security Options.

Result: The Security Options are displayed in the right pane.

4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon window appears.

6 Type your message title into the text box.

7 Click Apply.

824 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.
9 In the list of Security Options, right-click the Security Option Interactive
logon: Message text for users attempting to log on.
10 Select Properties from the menu.
Result: The Interactive Logon window appears.

11 Type your warning message into the text box.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.
14 Close all windows to complete the procedure.

Installation and Maintenance Guide 825

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

To enable the logon warning message

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, click the Login Warning Message folder.

826 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

3 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties window appears.

4 Ensure that the Use Login Warning Message box is selected. The
message that will be displayed is shown in the text box as read-only.

Note: Both the title and the text must be configured in the Security Policy tool
for the message to appear. For details, see “To configure your logon warning
message title and text,” on page 823.
5 Click OK.
6 Close all windows to complete the procedure.

ATTENTION
The Use Login Warning Message setting is server-specific. If
the Contact Center Manager Server is part of a networked
contact center, this setting needs to be set on each Contact
Center Manager Administration server.

Installation and Maintenance Guide 827

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 19. Configure shared folders for

Historical Reporting (optional)

Introduction
This step documents procedures for the following tasks:
1. Creating a shared folder for exporting scheduled reports
This task is required if you want to create a shared folder on the Contact
Center Manager Administration server or the client PC so that multiple
users can access scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports
This task is required if you want to synchronize imported reports to
automatically update with changes to the original reports on the network
computer.

Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.

You have two options for creating this shared folder:

Option 1: You can create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.

Option 2: You can create a shared folder on the client PC for exporting
scheduled reports.

Option 1: To create a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

828 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Note: Granting change and read permissions to the scheduled report account
(that is iceAdmin or domain account) only provides a higher level of security.
However, granting change and read permissions to the Everyone group provides
more flexibility because Contact Center Manager Administration users can
download exported report output files from the shared folder without special
permissions. Choose the option that is most appropriate for the security policy of
your organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), follow the
steps below:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Right-click on the target folder and grant change/read permissions to
Everyone.

For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report will be sent. The path must have
the format \\<Contact Center Manager Administration server name>\<shared
folder name>\<file name>, without the file extension. That is, if the Contact
Center Manager Administration server computer name is appsrvr, the shared
folder name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.

Note: Scheduled reports use the local administrator account named iceAdmin or
the domain account set up by the administrator in the iceAdmin Password
Change Utility to run, print and export the scheduled report.

Installation and Maintenance Guide 829

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.

To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.

830 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Option 2: To create a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC:

Contact Center Scheduled Steps required

Manager Report Account to export
Administration (using iceAdmin scheduled
Server Password report to client
Configuration Change Utility) PC

1 CCMA on a iceAdmin 1 Create a local

workgroup iceAdmin account
OR on the destination
PC with the same
CCMA on a password as on the
network domain CCMA server.
2 Grant “Change”
and “Read”
permissions to the
iceAdmin account
on the export
folder on the
destination client
PC.

2 CCMA on a Domain account 1 The destination

network domain (that is, the CCMA client PC must be
server has been set on the same
up for Domain domain as the
account for CCMA server.
Scheduled 2 Grant “Change”
Reports) and “Read”
permissions to the
CCMA scheduled
report domain
account on the
export folder of
the destination PC.

Installation and Maintenance Guide 831

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

You can only export scheduled reports to client PCs that are within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared
folder on the client PC, and grant change and read permissions to the scheduled
reports account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).
1. To create a shared target folder with change and read permissions to the
iceAdmin account, follow the steps below:
„ Click Administrative Tools > Computer Management > Local Users
and Groups > Users.
„ Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Grant change/read permissions to the local iceAdmin account on the
folder

Note: When iceAdmin password is changed on the Contact Center Manager

Administration server by the administrator, the iceAdmin password must also be
changed to the same password, as defined on the Contact Center Manager
Administration server, on the client PC.
2. To create a shared folder with change and read permissions to the
scheduled reports domain account on the client PC, follow the steps below:
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.

Note: This option will not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager
Administration server.

832 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report will be
sent. The path must have the format \\<client PC computer name>\<shared
folder name>\<file name>, without the file extension. Alternatively, you can
use the Browse button to select your shared folder for export file.

Example: If you want to export the Agent Performance report to a shared folder
on the client PC, and the client PC computer name is clientpc, the shared folder
name is reports, and you decide to call the report agent, you type
\\clientpc\reports\agent in the Output box.

For details about configuring user access privileges, see the Microsoft Windows
Server 2003 documentation. If you require additional information about creating
and mapping folders, see your Microsoft documentation.

Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you do not need to have access to
the original report template because the imported copy is run from the Contact
Center Manager Administration server.

However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you select
this value when importing the report, then, when you subsequently run the
imported report in Contact Center Manager Administration (either ad hoc or
scheduled), the system checks the network folder in which the original report is
stored to see if any changes have been made to it. If the original report has
changed, then the system synchronizes these changes with the imported report
before running it. This process is automatic and invisible to the user.

If you have made changes to several original reports after importing them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.

Installation and Maintenance Guide 833

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

In this window, when you click Submit, the system synchronizes the changes
that you have made to all original reports stored in shared folders on a network
PC with the copies stored on the Contact Center Manager Administration server.
However, because this may be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either ad hoc or scheduled).

Before you can use the report synchronization feature, you must set up the
shared folder on the network PC with the appropriate access privileges
according to your organization’s security policy.

ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, the user imported reports (only
when run as scheduled reports) might not be synchronized
automatically because the Contact Center Manager
Administration server account that is used for scheduled
reports, iceAdmin, might not have access to the network
directory. In this scenario, to synchronize the affected user
imported reports, follow the procedure “To manually
synchronize changes made to user imported templates” in
the Contact Center Manager Administration online Help, or
run the report ad hoc whenever the original report template
is modified on the source network location.

Options for configuring a shared network folder for synchronizing

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from those listed below.
„ Contact Center Manager Administration server is part of a workgroup
If your server is part of a workgroup, then the network PC must also be a
member of the same workgroup or be a part of the Contact Center Manager
Administration server network domain. For details, see “Creating a shared
network folder (Contact Center Manager Administration server part of a
workgroup),” on page 835.
„ Contact Center Manager Administration server is a member of a
network domain If your server is part of a network domain, then the

834 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

network PC must also be a member of the same network domain.

Additionally, the directory security account of the server default web site
must be set to the network domain account. For details, see “To set the
directory security account of the server default web site to the network
domain account,” on page 843. After you have set the directory security
account of the server default web site to the network domain account, you
can proceed to “Creating a shared network folder (Contact Center Manager
Administration server member of network domain),” on page 843.

Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
You have two options for sharing this folder:
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, see “Option 1:
Share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 835.

or
„ You can share the folder with read permissions for the IUSR_SWC and
iceAdmin accounts (these accounts are used by the Contact Center Manager
Administration server). For details, see “Option 2: Share the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server),”
on page 838.

Choose the option that best suits your company’s security policy.

Option 1: Share the folder with read permissions for the Everyone
account and enable Guest account on the network PC
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 835

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

836 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower section of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 In the right pane, double-click the Users folder.
Result: A list of users appears in the right pane.

Installation and Maintenance Guide 837

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

14 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: Share the folder with read permissions for the IUSR_SWC
and iceAdmin accounts (these accounts are used by the Contact
Center Manager Administration server)

Notes: If you choose this option, you must keep in mind that you will have to
maintain two additional accounts on the network PC. There are also possible
security issues involved since the Contact Center Manager Administration server
uses these accounts to run the web site.

To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager
Administration server.

838 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

1 On the network PC, create a folder to store your user-created report

templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the network
PC with the same passwords as those which are used on the Contact
Center Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User window appears.

5 In the User name box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
8 In the Confirm password box, type the same password again.
9 Clear the check mark beside User must change password at next logon.
10 Select the check box beside Password never expires.
11 Click Create.

Installation and Maintenance Guide 839

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
Contact Center Manager Administration server.
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder.
14 Now you must grant read permissions to both these accounts, as follows:
On the network PC, open Windows Explorer.
15 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

16 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

840 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

17 Click the Share this folder option button.

18 Click Permissions.
Result: The Permissions window opens.

Installation and Maintenance Guide 841

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

19 In the Permissions window, in the Name box, select Everyone (if

available).
20 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups window appears.

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
27 Click Apply.
28 Perform steps 21 to 27 to add read permissions for the iceAdmin user
account.
29 Click OK to save your changes and close the <folder name> Properties
window.

842 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Creating a shared network folder (Contact Center Manager

Administration server member of network domain)
Before creating a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default web site to the network domain account.

To set the directory security account of the server default web site
to the network domain account

Note: This procedure must be completed if you want to create a shared network
folder (Contact Center Manager Administration server member of network
domain). After you set the directory security account of the server default web
site to the network domain account using this procedure, proceed to “Option 1:
To share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 848.
1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double-click Backup Operators.
6 Click Add.
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain in which the network domain
account belongs. Click OK. Then enter the domain account as
<domainname>/account name.
8 Click OK
Note: If you cannot see the domain account on the Contact Center
Manager Administration server, contact your network administrator for
resolution.

Installation and Maintenance Guide 843

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.
10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.
Result: The Default Web Site Properties window appears.

844 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 845

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

846 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
Note: If you are logged on to the local machine, and not the domain, enter
your username and password when prompted.
18 Select the network domain, and click OK.
Note: If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
Result: The list of all the user accounts configured on the server appears.
20 From the list of user accounts, select the network domain account, and
then click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
Result: The Authentication Methods window reappears, with the
network domain user account shown, except now the Password box is
empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The Confirm Password window appears.
24 Type the password again, and then click OK.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
25 Click OK to save your changes.
26 Close all windows.
27 You must now reset IIS. Click Start > Run.
28 Type iisreset.
29 Click OK.
30 You are now ready to create a shared network folder (Contact Center
Manager Administration server member of network domain).

Installation and Maintenance Guide 847

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

You have two options for creating a shared network folder (Contact Center
Manager Administration server member of network domain):
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, “Option 1: To
share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 848.

or
„ You can share the network folder with Read permissions for the domain/
directory security account used for Contact Center Manager Administration
server. For details, see “Option 2: To share the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server:,” on page 851.

Choose the option that best suits your company’s security policy.

Option 1: To share the folder with read permissions for the

Everyone account and enable Guest account on the network PC

Note: To perform this procedure, your server and the network PC must be
members of the same network domain. Additionally, the directory security
account of the server's default web site must be set to the network domain
account. If you are using the IUSR_SWC account, you must replace it with the
network domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of the
server default web site to the network domain account,” on page 843, before you
begin this procedure.
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

848 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 849

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower portion of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 Double-click the Users folder, and then select Guest in the right pane.
Note: If Guest does not appear in the right pane, the user, Guest, may
have been renamed. If this is the case, you must contact your network
administrator.

850 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

14 Right-click Guest, and then select Properties.

Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: To share the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server:

Notes:
„ In this procedure, your server and the network PC must be members of the
same network domain. Additionally, the directory security account of the
server's default web site must be set to the network domain account. If you
are using the IUSR_SWC account, you must replace it with the network
domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of
the server default web site to the network domain account,” on page 843,
before you begin this procedure.

Installation and Maintenance Guide 851

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

„ Before you perform this procedure, ask your network administrator which
domain account was used on the Contact Center Manager Administration
server for IIS directory security. This is the account that you need to use in
this procedure.
„ If you choose this option, you must manually synchronize any changes
made to the original report with the local copy of the report by using the
menu option Report > Synchronize user imported report templates. (For
scheduled reports only. Ad hoc reports can read the templates from the
network drive.)
„ Nortel recommends that you only synchronize the imported report template
when no scheduled reports are running.
1 On the network PC, create a folder to store your user-created report
templates
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

852 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

5 Click the Share this folder option button.

6 Click Permissions.
Result: The Permissions window opens.

Installation and Maintenance Guide 853

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

7 In the Permissions window, in the Name box, select Everyone (if

available).
8 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
9 Click Add.
Result: The Select Users or Groups window appears.

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that was used
to join the Contact Center Manager Administration server to the network
domain, and then click OK.
Result: The account appears in the Select Users or Groups window.
13 Click OK.
Result: The account appears at the top of the Permissions window.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
15 Click OK.
16 Click OK to save your changes and close the <folder name> Properties
window.

854 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 20. Configure new ADD 6.0 parameters

on the server (optional)

Introduction
Agent Desktop Display 6.0 contains new features that you have the option of
configuring on the Contact Center Manager Administration server.

These new features are:

„ The ability to require agent phoneset login for Agent Desktop Display to
function
„ The ability to disable automatic Agent Desktop Display Client upgrade.

All of your previous Agent Desktop Display configuration settings will be

carried over during the data migration process.

If you want to configure these new features, use the following procedure.

Installation and Maintenance Guide 855

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

To configure new Agent Desktop Display 6.0 parameters in the

application server
1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.

2 Select the check box next to Agents phoneset login required for ADD if
you require that your agents be logged on to their phonesets before they
can launch Agent Desktop Display. If you do not require that your agents
be logged on to their phoneset before they can launch Agent Desktop
Display, do not select the check box next to Agents phoneset login
required for ADD.
Note: When this option is turned off, and an agent logs on to the Agent
Desktop Display client application, the agent will only see data if other
agents are logged on to skillsets to which the agent is assigned.

856 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

3 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents will not be prompted to
download the upgrade when an Agent Desktop Display client upgrade
becomes available.
4 Click Save.

Installation and Maintenance Guide 857

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 21. Change the iceAdmin user account

password (optional)

This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to “Step 22. Upgrade the XML Automated
Assignments feature (optional)” on page 861.

After you have installed Contact Center Manager Administration 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.

Note: If you have forgotten or misplaced the iceAdmin password, then you must
reset it. For details, see “To reset the iceAdmin password in Windows,” on page
1922.

ATTENTION
When you install Contact Center Manager
Administration, the Contact Center Manager
Administration setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration 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 Contact Center
Manager Administration either as webadmin or as any
other user.

To change the password for the iceAdmin user account

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.

858 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.
3 Click the IceAdmin Password Change folder in the left pane.
Result: The IceAdmin Password Change window appears.

Installation and Maintenance Guide 859

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change window appears.

5 In the Old Password box, type the old password for this account.
6 In the New Password box, type the new password for the iceAdmin user
account.
7 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,
and then registers the new password in all required components.

860 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 22. Upgrade the XML Automated

Assignments feature (optional)

Introduction
If you have installed the XML Automated Assignments feature, then you must
upgrade it by uninstalling the existing version of the software and reinstalling
the new version.

To uninstall this feature from the server, use the Windows Add or Remove
Programs utility. To install the feature, see the procedure that follows.

You can also consult associated documentation and engineering/development

support resources for the XML Automated Assignments feature, which are
provided only through the Nortel Developer Program.

For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link at
www.nortel.com/developer. General information about the Developer Program,
including an online membership application, is also available on this site.

To install the XML Automated Assignments feature

1 Insert the Contact Center Manager installation DVD into the drive.
2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click the file Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

Installation and Maintenance Guide 861

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

5 Click Next
Result: The Customer Information window appears.

6 Type your username and the name of your organization, and then click
Next.
Result: The Destination Folder window appears.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files

862 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
Result: The Ready to Install the Program window appears.

8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
9 Click Finish to complete installing the program.

Installation and Maintenance Guide 863

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 23. Accept the license agreement in

Server Utility

Introduction
If you have installed or upgraded Contact Center Manager Server, you must
accept the licence agreement on the Server Utility on the Contact Center
Manager Server before you can log on to the Contact Center Manager
Administration server. If you have not upgraded or performed a new installation
of Contact Center Manager Server, you can skip the procedure and proceed to
“Step 24. Refresh your servers,” on page 866.

To accept the license agreement in Server Utility

Note: If you have not installed Server Utility on the Contact Center Manager
Server from the Contact Center Manager installation DVD, refer to the
installation procedures in the Contact Center Manager Server Installation and
Maintenance Guide.
1 On the Contact Center Manager Server, click Start > All Programs >
Nortel Contact Center > Server Utility > Server Utility.
Result: The Nortel Contact Center Manager Server Utility Login window
appears.

864 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

2 Enter the sysadmin User ID and password, and the server name or IP
address in the text boxes.
3 Click OK.
Result: The End User License Agreement window appears.

4 Read the End User License Agreement.

5 Click Accept.
Result: The Change Password window appears.

6 In the Old Password text box, type the old password.

7 In the New Password text box, type the new password.
8 Confirm the new password, and click OK.
Result: The Server Utility starts.
9 Close all windows to complete the procedure.

Installation and Maintenance Guide 865

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 24. Refresh your servers

Introduction

ATTENTION
You must complete this step. If you do not manually refresh
all Contact Center Manager Servers after upgrading to Contact
Center Manager Administration 6.0, your Contact Center
Manager Administration will not function correctly.

If either of the following situations have occurred, use the Refresh All Servers
function to refresh all servers at the same time:
„ You have upgraded from Symposium Web Client 4.5 SUS0601 v1 or later,
or have upgraded from a previous version of Contact Center Manager
Administration.
„ The Contact Center Manager Administration Server is changed to connect
to a standby Contact Center Manager Server.

Note: If you have changed the password of sysadmin in the Server Utility, you
will need to change the password in that server.

To refresh all servers

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

a. Start Internet Explorer.
b. In the Address box, type the server name. For example, http://
<Contact Center Manager Administration Server name>.
Note: You must log on using the Contact Center Manager Administration
server name instead of the IP address, as the SOAP files are configured to

866 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

use the server name. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
c. Press Enter.
Result:
„ If you have not configured the Contact Center Manager Administration
server name as Trusted Site with the relevant Active X Download values
selected, the Trusted Sites Warning Message window appears. For
details about configuring the Contact Center Manager Administration
server name as a Trusted Site, see “To configure Internet Explorer 6.0
on the client PC” on page 258.
„ If you have not installed the client version of SOAP 3.0 on the PC, a
warning message appears, notifying you that you must install this
software. For details about installing it, see “Step 4. Install Simple
Object Access Protocol” on page 270.
„ If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, then the Contact Center Manager

Installation and Maintenance Guide 867

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Administration server displays the Contact Center Manager

Administration main logon window.

d. Enter your webadmin user ID and password in the text boxes.

e. Click Login.
Result: The Contact Center Manager Administration main window
appears
2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.

868 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that have been successfully refreshed and the servers that did not
refresh. An entry specifying the servers that were successfully refreshed
will also appear in the Audit Trail.

Installation and Maintenance Guide 869

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 25. Copy latest user guides to the CCMA

server

Introduction
Supervisors and administrators can access certain documentation directly
through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
Administration server.

The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection web site (www.nortel.com/helmsman).

Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.

To copy the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
Note: Only the following guides can be accessed directly from Contact
Center Manager Administration. However, the remaining guides from the
Contact Center 6.0 documentation suite are also available on Helmsman
and can be downloaded to the directory of your choice.
„ Contact Center Supervisor’s Guide
„ Contact Center Administrator’s Guide
„ Contact Center What’s New Guide
„ Contact Center NCC Administrator’s Guide

870 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

„ Contact Center Historical Reporting and Data Dictionary

„ Contact Center Scripting Guides
5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
...\program files\Nortel Network\WClient\Apps\documentation\guides
6 Ensure the file names match the links from the application:
„ Supervisors Guide.pdf
„ Administrators Guide.pdf
„ Whats New Guide.pdf
„ NCC Administrators Guide.pdf
„ HRDD.pdf
„ M1 Scripting Guide.pdf

Note: You must download Adobe Acrobat Reader on the client PCs to launch
the guides from the Contact Center Manager Administration server.

Installation and Maintenance Guide 871

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 26. Other postupgrade tasks

Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks, if you have not already done so:
„ Configure the Windows SNMP service on the server.
„ Select the types of events you want to forward to the NMS.
„ Configure the NMS.

For more information, see Chapter 16, “Working with CCMA events.”

Verify your security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Manager Administration, refer to Chapter 18, “Managing security.”

What’s next?
Configure the client PC. For details, see Section D: “Configuring the client PC,”
on page 873.

872 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Section D: Configuring the client PC

In this section
Step 27. Ensure that the client PCs meet all requirements 874
Step 28. Install .NET Framework v. 1.1 (optional) 875
Step 29. Log on to Contact Center Manager Administration 878
Step 30. Download controls to the client 884

Installation and Maintenance Guide 873

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 27. Ensure that the client PCs meet all

requirements

Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display
software, ensure that all client PCs meet the minimum requirements for this
Release. For details, see Contact Center Manager Administration Technical
Requirements and Operating System Configuration Guide.

874 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Step 28. Install .NET Framework v. 1.1

(optional)

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

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

You also need to add the Contact Center Multimedia server to the list of servers
that are administered by Contact Center Manager Administration. For details
about installing the Contact Center Multimedia server, refer to the Nortel
Contact Center Multimedia Installation and Maintenance Guide. For details
about adding the Contact Center Multimedia server to the list of servers
administered by Contact Center Manager Administration using the
Configuration component, refer to the Nortel Contact Center Manager -
Administrator’s Guide.

If you will not be using the Outbound Campaign Management Tool component,
you can skip this step and proceed directly to “Step 27. Ensure that the client
PCs meet all requirements” on page 874.

Prerequisites for installing the .NET Framework

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

Installation and Maintenance Guide 875

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

To check for the .NET Framework on a client machine

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

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

To install the .NET Framework on a client machine

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

876 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

8 When the installation is complete, click OK.

Installation and Maintenance Guide 877

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 29. Log on to Contact Center Manager

Administration

Introduction
After you have installed and configured the required third-party software on the
client PC (Internet Explorer version 6.0 with the latest supported Service Pack
and SOAP 3.0), log on to Contact Center Manager Administration to test the
installation.

In order to perform the procedures in this chapter, you must be able to log onto
the Contact Center Manager Administration Server. To be able to log onto the
Contact Center Manager Administration Server, you must accept the licence
agreement on the server utility.

Note: If you upgraded your Contact Center Manager Server at the same time,
you will need to upgrade the license agreement in Server Utility. For details, see
“Step 23. Accept the license agreement in Server Utility,” on page 864.

Note: You must also refresh your servers after an upgrade. For details, see “Step
24. Refresh your servers,” on page 866.

To log on to Contact Center Manager Administration

When you log on to Contact Center Manager Administration after installation,
you must log on as the default administrator, webadmin. For security reasons,
Nortel highly recommends that you change the default password when you first
log on to the application. Contact Center Manager Administration user
passwords can only contain English characters and special characters.

878 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To log on to the Contact Center Manager Administration server and

change the default password

ATTENTION
When you change the webadmin password, you
must ensure that you do not lose or forget the new
password or you cannot log on to Contact Center
Manager Administration as the webadmin
administrator. In this case, you must uninstall and
reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with
the default password.
Tip: To avoid this scenario, immediately after
installing Contact Center Manager Administration,
log on to the Contact Center Manager Administration
server as webadmin, and create a new administrator
account of your choice (for example, tempadmin),
giving this user account Access and Partition
Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to
the Contact Center Manager Administration server as
tempadmin and change the webadmin password. For
more information about adding Contact Center
Manager Administration users, see the online Help.

1 Start Internet Explorer.

2 In the Address box, type the server name. For example, http://<Contact
Center Manager Administration Server name>.
Note: You must log on using the Contact Center Manager Administration
server name instead of the IP address as the SOAP files are configured to
use the server name. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
3 Press Enter
Result:
„ If you have not configured the Contact Center Manager Administration
server name as Trusted Site with the relevant Active X Download values
selected, the Trusted Sites Warning Message window appears. For

Installation and Maintenance Guide 879

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

details about configuring the Contact Center Manager Administration

server name as a Trusted Site, see “To configure Internet Explorer 6.0
on the client PC” on page 258.
„ If you have not installed the client version of SOAP 3.0 on the PC, a
warning message appears, notifying you that you must install this
software. For details about installing it, see “Step 4. Install Simple
Object Access Protocol” on page 270.
„ If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, then the Contact Center Manager
Administration server displays the Contact Center Manager
Administration main logon window.

Note: Click About Contact Center Manager Administration to view a

dialog box containing details of the Contact Center Manager Administration
build number and Service Update version. Click OK to close.

880 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

4 Click Change Password.

Result: The Change Password window appears.

5 Enter the default password.

6 Enter a new password.
Note: Contact Center Manager Administration user passwords can only
contain English characters and special characters.
7 Reenter the new password.
Note: You can only modify the password of the default username. You
cannot change the default username, webadmin.
Tip: If you lose or forget the new webadmin password, you cannot log on to
Contact Center Manager Administration as the webadmin administrator. In
this case, you must uninstall and reinstall Contact Center Manager
Administration to reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety precaution, you can
now open Access and Partition Management and create a new user
account with administrator rights, such as tempadmin. If you forget or lose
the new webadmin password that you entered, you can log on to the
Contact Center Manager Administration server as tempadmin and change
the webadmin password.

Installation and Maintenance Guide 881

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

8 Click Submit.
Result: The default password is changed and the main logon window
reappears.

9 Enter the new username and new password.

Note: If you have configured a log-in warning message, this message will
appear.

882 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

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

Installation and Maintenance Guide 883

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 30. Download controls to the client

Introduction
All Contact Center Manager Administration components, with the exception of
the Audit Trail component, require that you download controls to your client PC
in order to ensure proper functionality in each of the components. For a list of all
controls required by Contact Center Manager Administration components, see
“Controls that are downloaded to the client PC,” on page 885.

The required controls used by Contact Center Manager Administration are

contained in .cab files that are digitally signed. Nortel recommends that you
configure Internet Explorer to “enable” or “prompt” for downloading signed
ActiveX Controls (see “To configure Internet Explorer 6.0 on the client PC,” on
page 258). When the browser is configured to “enable” for downloading signed
ActiveX Controls, the browser does not notify you that it is downloading a
required control; the control is automatically downloaded to the client PC the
first time they are required by the Contact Center Manager Administration
component in which you are working. When the browser is configured to
“prompt”, a dialog box opens the first time the control is required by Contact
Center Manager Administration. This dialog box displays the name of the
control, the company of origin, and prompts you to accept the control before it is
downloaded.

If a control is already installed on the client PC, it will not be downloaded a

second time. The system automatically upgrades these controls if a newer
version of the control is detected on the Contact Center Manager Administration
server, up to the version specified by Contact Center Manager Administration.
For information about viewing the controls that are already installed on your
client PC, see “Viewing the list of installed controls,” on page 889.

884 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Controls that are downloaded to the client PC

The following table lists all the controls that must be downloaded to the client
PC if it is used to access all Contact Center Manager Administration
components (except Audit Trail, which has no dependency on controls). Some
controls are required for more than one component, but you only need to install
them once.

Client
Install Compan
Control Location* CAB file Control File y Purpose Version

Crystal Windows \ ActiveXView crviewer.dll Business Enables 10.0.5.587

Reports Downloaded erMod.cab Objects Crystal
Viewer Program Files Reports
viewer.

Emergency Windows \ EHCtrl.cab iceemhlp Nortel Emergency 6.0.0.0

Help System32 control.dll Help

Pop-up Windows \ iemenu.cab iemenu.cab Microsoft Internet 4.71.115.0

Menu Downloaded Explorer
Program Files Pop-up
Menu

Date and Windows \ MSCOMCT2. mscomct2.ocx Microsoft Date 6.0.88.4

Time System32 cab formatting
Picker

Chart Windows \ olch2x8dd11. olch2x32.ocx Component Chart 8.0.20051.51

System32 cab One functionality
for Real-
Time
Displays

Real-time Windows \ RtdCtrl.cab icertdcontrol.dll Nortel/ Real-time 6.0.4.6

Display System32 Microsoft displays

ActiveTree Windows \ ssTree.cab SSTree.ocx Infragistics Navigation 1.0.4.20

View Downloaded tree
Program Files functionality

Installation and Maintenance Guide 885

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Client
Install Compan
Control Location* CAB file Control File y Purpose Version

DB Grid 8 Windows \ todg8.ocx Component Data grid 8.0.20042.32

System32 One functionality 9

Scripting Windows \ WSEColorTe WSEColorText Nortel/ Editor 6.0.0.6

Editor Downloaded xt.cab .ocx Microsoft functionality
Program Files

Common Windows \ comdlg32.cab comdlg32.ocx Microsoft Export\ 6.1.97.82

Dialog System32 Import
script

Historical Windows \ HRCtrl.cab HRCtrl.CtrMan Nortel Historical 6.0.0.4

Reports Downloaded age Reports
Control Program Files

Note: The SOAP 3.0 client is also required on the client PC. For more
information about installing the client version of SOAP, see “Step 4. Install
Simple Object Access Protocol,” on page 270.

Controls and your local security policy (Windows 2000 only)

If the client PC runs on Windows 2000, your local settings of the security policy
Unsigned non-driver installation behavior on the PC, will determine if warning
windows other than those resulting from the settings you chose when
configuring Internet Explorer may appear, or if the required controls can be
downloaded at all.

To verify your local security policy settings (Windows 2000 only)

The following procedure is applicable only to Windows 2000. If your client PC
runs any other operating system, then the security policy does not affect the
downloading of controls, and you do not need to perform this procedure.

886 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

1 Click Start > Programs > Administrative Tools > Local Security Policy.
Result: The Local Security Settings window appears.

2 Click the plus sign (+) beside Local Policies.

Result: The heading expands to reveal a series of folders.
3 Click the Security Options folder.
Result: A series of policies appears in the right pane.
4 In the right pane, scroll down to the “Devices: Unsigned non-driver
installation behavior” policy.
5 Under the Security Setting column, verify the current setting for this policy.
The possible values are:
„ Silently succeed All controls are installed on the client PC without any
further warning windows, other than those resulting from the settings
you chose when configuring Internet Explorer.
„ Warn but allow installation All controls are installed on the client PC,
but if any of the files within the CAB file being downloaded are not
signed, then one or more warning windows appear, in addition to those
resulting from the settings you chose when configuring Internet
Explorer.

Installation and Maintenance Guide 887

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

„ Do not allow installation You cannot download and install unsigned

controls on the client PC, regardless of the settings you chose when
configuring Internet Explorer.
6 To change the setting that appears, right-click this policy, and select
Security from the menu.
Result: The Local Security Policy Setting window appears.

7 From the Local policy setting list, select the new policy setting (select
either Silently Succeed or Warn but allow installation, based on your
preference).
8 Click OK to save your changes.
9 Close the Local Security Policy Setting window.

Automatically downloading controls

Nortel recommends that you configure Internet Explorer to “enable” or
“prompt” when downloading signed ActiveX Controls (see “To configure
Internet Explorer 6.0 on the client PC,” on page 258). When the browser is
configured to “enable” when downloading signed ActiveX Controls, the browser
does not notify you that it is downloading a required control; the control is
automatically downloaded to the client PC the first time they are required by the
Contact Center Manager Administration component in which you are working.

When the browser is configured to “prompt”, a dialog box opens the first time
the control is required by Contact Center Manager Administration. This dialog
box displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box is displayed,

888 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

you must choose to accept the control before the system will download the
control to the client PC. You will only be prompted to accept the control the first
time that the control is required by the Contact Center Manager Administration
component in which you are working.

For a list of the controls required by each component, see “Controls that are
downloaded to the client PC” on page 885.

Note: Both regular Windows users and domain users who log on to client PCs
running either Windows Server 2003, Windows XP, or Windows 2000
Professional must have an ID that is part of the Power Users group on the client
PC to successfully download and install many of the controls required by
Contact Center Manager Administration. (A user with administrator privileges
must first install client SOAP on the client PCs.) For information about adding
these users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system. Once the required controls have been successfully
downloaded to the client PC by a user with administrator privileges, users who
are not members of the Power Users group or users who do not have
administrator privileges will be able to use all Contact Center Manager
Administration components on the client PC to which they have been granted
access.

Viewing the list of installed controls

When you want to verify which controls are installed on the client PC and their
version numbers, you can use the Tools menu in Internet Explorer.

To view the list of installed controls

1 In Internet Explorer, click Tools ➝ Internet Options.
Result: The Internet Options window appears.

Installation and Maintenance Guide 889

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

2 On the General tab, under the Temporary Internet files heading, click
Settings.
Result: The Settings window appears.

3 Click View Objects.

Result: The Downloaded Program Files window appears, listing the
installed controls, the date they were installed, and their version numbers.

Note: Controls downloaded using the ActiveX Controls.msi file will not appear
in the Internet Explorer Downloaded Program Files window.

Deleting controls
You can delete any of the controls from the list of installed controls on the client
PC. However, note that if Internet Explorer has been using the control, you may
need to close the browser and reopen it before the system allows you to delete
the control.

Permissions on the client PC and downloading controls

If your contact center security policy does not allow all users to log on to the
client PCs with administrator privileges, then the automatic download process
for the Contact Center Manager Administration controls will not function. In
this case, you have three options for installing the required controls on the client
PCs:

890 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

„ A user with administrator privileges can log on to each client PC, connect
to the Contact Center Manager Administration server, and can
automatically download all required controls by opening all applicable
components and windows that require these controls.
„ For those users who have a central management tool in their network, such
as a Systems Management Server (SMS), Nortel has bundled the required
controls into a single file called ActiveX Controls.msi. You can use the
SMS server to run this file and silently install all the required controls on all
the SMS clients, regardless of the level of user who has logged on to the
PC. For details, see “To run the ActiveX Controls.msi file from an SMS
server” on page 892.
„ If you do not have an SMS server, a user with administrator privileges can
launch the ActiveX Controls.msi file on each client PC individually to
install all the required controls at once (without having to log on to Contact
Center Manager Administration). For details, see “To run the ActiveX
Controls.msi file on each client PC” on page 893.

Note: Both regular Windows users and domain users who log on to client PCs
running either Windows Server 2003, Windows XP, or Windows 2000
Professional must have an ID that is part of the Power Users group on the client
PC to successfully download and install many of the controls required by
Contact Center Manager Administration. (A user with administrator privileges
must first install client SOAP on the client PCs.) For information about adding
these users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system.

Installation and Maintenance Guide 891

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

To run the ActiveX Controls.msi file from an SMS server

Notes:
„ Since installation procedures through an SMS system can vary from one
company to the next, the following procedure offers general guidelines
only. Follow your company’s guidelines to install the ActiveX
Controls.msi file on the SMS clients in your network.
„ In addition to using an SMS server, a system administrator can install this
package on client PCs within the same domain using the Windows group
policy. For details, see the documentation on the Microsoft web site at
www.microsoft.com.
„ Controls downloaded using the ActiveX Controls.msi file will not appear in
the Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in “Step 3. Configure
Internet Explorer” on page 255.
2 Log on to the SMS server with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the SMS server,
and then navigate to the root directory.
4 From the Contact Center Manager installation DVD, copy the file ActiveX
Controls.msi to the desired directory on the SMS server.
5 Double-click the ActiveX Controls.msi file to run the installation and install
the files on all SMS client PCs in your network.

892 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To run the ActiveX Controls.msi file on each client PC

Use this procedure to install all required controls on each client PC individually.
This procedure is useful if your company’s security policy prevents agents from
logging on to their PCs with administrator privileges. In this case, an
administrator can install all required controls by running the ActiveX
Controls.msi file on each PC.

Note: Controls downloaded using the ActiveX Controls.msi file will not appear
in the Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in “Step 3. Configure
Internet Explorer” on page 255.
2 Log on to the client PC with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
4 In this directory, double-click the file ActiveX Controls.msi to begin the
installation.
Result: The Windows Installer window appears briefly, followed by the
welcome window.

Installation and Maintenance Guide 893

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

5 Click Next.
Result: The Ready to Install the Program window appears.

6 Click Install.
Result: The program installs the files. When it is finished, the completed
window appears.

7 Click Finish.

894 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

8 Perform this procedure on each client PC that will be used to access the
server and run Contact Center Manager Administration.

Downloading more recent versions of controls

If required by Contact Center Manager Administration, Internet Explorer will
automatically download a more recent version of the control than the version
which you originally installed. You can download more recent versions of the
controls without adversely affecting Contact Center Manager Administration
functionality. For information about viewing the version number of the controls
installed on the client PC, see “Viewing the list of installed controls” on page
889.

What’s next?
Upgrade Agent Desktop Display. For details, see Section E: “Upgrade agent
workstations,” on page 897.

Installation and Maintenance Guide 895

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

896 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Section E: Upgrade agent workstations

In this section
Step 31. Upgrade Agent Desktop Display on agent workstations 898
Step 32. Configure active and standby servers for ADD (optional) 902

Installation and Maintenance Guide 897

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 31. Upgrade Agent Desktop Display on

agent workstations

Introduction
This section includes the following procedure for upgrading Agent Desktop
Display on agent workstations:
„ Upgrading Agent Desktop Display 4.5 client PCs to Release 6.0 This
procedure involves automatically upgrading the Agent Desktop Display 4.5
client PCs to Release 6.0.

Contact Center Manager Administration and compatibility with Agent

Desktop Display
Agent Desktop Display Release 4.0 is incompatible with Contact Center
Manager Administration. Therefore, you must first upgrade all client PCs to
Agent Desktop Display 4.5 and SOAP 3.0. This upgrade process must be done
manually on each client PC. For details about this procedure, see the Symposium
Web Client Planning, Installation, and Administration Guide for Release 4.5/
SU05.

Automatically upgrading the Agent Desktop Display 4.5 client

software
Notes:
„ Perform this procedure if you are upgrading the Agent Desktop Display
Release 4.5 software to Release 6.0.
„ If the client operating system is Windows Server 2003, Windows XP, or
Windows 2000, then you must be logged on to the PC with Administrator
privileges to upgrade Agent Desktop Display. This also applies if you are
upgrading the client portion of Agent Desktop Display on the Contact
Center Manager Administration server.

898 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To automatically upgrade the Agent Desktop Display 4.5 client

software
1 You must ensure that proxy settings are turned off before completing this
procedure.
a. On Internet Explorer, click Tools > Internet Options.
Result: The Internet Options window appears.
b. On the Connections tab, click LAN Settings.
Result: The Local Area Network (LAN) Settings window appears.
c. Clear the checkbox next to Use a proxy server for your LAN.
d. Click OK.
e. Close all windows.
2 Log on to the client PC (or the Contact Center Manager Administration
server, if it has the client portion of Agent Desktop Display installed) with
Administrator privileges.
3 On the client PC, open Agent Desktop Display and connect to an Contact
Center Manager Administration server running Contact Center Manager
Administration.
4 Launch a tabular display.
Result: A message box appears, asking if you want to upgrade to a newer
version of Agent Desktop Display.
5 Click Yes.
Result: The Choose Setup Language window appears.

Installation and Maintenance Guide 899

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

6 From the list, choose the language in which you want to upgrade Agent
Desktop Display. You can choose from English, French, German,
Japanese, and Traditional Chinese.
Note: On coresident servers that contain Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control
Toolkit, the only supported language version of the Windows Server 2003
operating system is English. If the coresident server contains only Contact
Center Manager Server and Contact Center Manager Administration, then
it only supports English, Japanese, and Traditional Chinese.
Note: For more information about Agent Desktop Display and multiple
language support, see “To configure multiple language support in Agent
Desktop Display” on page 312.
7 Click OK.
Result: The system prepares for setup and displays the Welcome to the
InstallShield Wizard for Agent Desktop Display window.

900 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

8 Click Next.
Note: If an application is running on the client whose files must be updated
by the InstallShield, a Files in Use window appears. You must close any
applications listed in this window, and then click Retry.
Result: The system copies the necessary files, and then installation
begins. When you are upgrading from a previous version of Agent Desktop
Display, you cannot change the server IP addresses during the upgrade.
Instead, the program uses the IP addresses that you originally chose. To
change these addresses, after the client software is installed, use the
Server IP Addresses window in the application. When the upgrade is
complete, the InstallShield Wizard Completed window appears.

9 Click Finish.
Result: The system may prompt you to restart your system.
10 If required by your network security policy, turn your proxy settings back on
after upgrading Agent Desktop Display.

Installation and Maintenance Guide 901

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Step 32. Configure active and standby servers

for ADD (optional)

Introduction
If you have standby servers installed in your network, Agent Desktop Display
6.0 includes a new feature which allows you to configure the IP address or
hostname of active and standby servers for Contact Center Manager
Administration and Contact Center Manager Server.

This feature allows agents to easily switch between active and standby servers as
required by their network administrator. This simplifies the recovery procedures
in the event of a failure on the active server requiring a cutover to a standby
server.

This procedure is optional.

To configure active and standby servers for Agent Desktop Display

1 Log on to the client PC (or the Contact Center Manager Administration
server, if it has the client portion of Agent Desktop Display installed) with
Administrator privileges.
2 Click Start > Programs > Agent Desktop Displays > Server IP
Addresses Configuration.
Result: The Server Configuration dialog box appears.

3 Enter the IP address or hostname of the appropriate servers as follows:

„ In the Contact Center Manager Administration: Active text box, type
the IP address or hostname of the active Contact Center Manager
Administration server. This field is required.

902 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

„ In the Contact Center Manager Server: Active text box, type the IP
address or hostname of the active Contact Center Manager Server. This
field is required.
„ If you have installed a standby Contact Center Manager Administration
server, type the IP address or hostname of the standby Contact Center
Manager Administration server in the Contact Center Manager
Administration: Standby text box. This field is optional.
„ If you have installed a standby Contact Center Manager Server, type
the IP address or hostname of the standby Contact Center Manager
Server in the Contact Center Manager Server: Standby text box. This
field is optional.
Note:
„ The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Check with your network administrator for acceptable IP multicast
addresses for your specific network.
„ When typing the IP address of Contact Center Manager Server, if you
are installing Agent Desktop Display on a Terminal Services/Citrix
server, keep in mind that all agents who use Agent Desktop Display
from this particular server must be configured on the same server in
Contact Center Manager Server.
4 Click Save.
5 Close all windows to complete the procedure.

What’s next
If you have been using Symposium Call Center Server 5.0 administered by at
least one Classic Client and you are planning to upgrade your Symposium Call
Center Server 5.0 to Contact Center Manager Server 6.0, you must migrate your
Classic Client data to Contact Center Manager Administration 6.0. For details,
see Section F: “Migrate Classic Client,” on page 905.

Installation and Maintenance Guide 903

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

904 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Section F: Migrate Classic Client

In this section
Overview 906
Migrating Filter Sets 909
Migrating historical reports 911
Migrating real-time displays 925
Migrating graphical real-time displays (GRTD) 930
Migrating agent-skillset and agent-supervisor scheduled assignments 939
Migrating user types 944
Migrating NCC routing table scheduled assignments 946
Removing associated supervisors 949

Installation and Maintenance Guide 905

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Overview

Introduction
This section describes how to migrate the following Classic Client data to
Contact Center Manager Administration:
„ Filter sets
„ Historical reports
„ Real-time displays
„ Graphical real-time displays
„ Agent-skillset and agent-supervisor scheduled assignments
„ User types
„ Network Control Center (NCC) routing table scheduled assignments

This chapter also describes how to remove associated supervisors from Classic
Client.

The procedures in this chapter are only required if you have been using
Symposium Call Center Server 5.0 administered by at least one Classic Client
and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0.

Because Contact Center Manager Server 6.0 does not support Classic Client, if
you have been using Classic Client to administer your Symposium Call Center
Server, you will need to migrate your Classic Client data to Contact Center
Manager Administration 6.0.

If you are a new user to Contact Center Manager Administration 6.0 and Contact
Center Manager Server and do not have any Classic Clients in your network, you
do not need to perform the procedures in this chapter.

906 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Migration Checklist

Classic Client Migration checklist ✓

Read the documentation for performing a migration. ❏
Gather the materials required for the migration. ❏
Migrate data from Classic Client to Contact Center Manager ❏
Administration.
„ Filter sets

Migrate filter sets ❏

„ Historical reports

Locate scheduled reports ❏

Migrate or reimport reports ❏
Reschedule reports ❏
Delete reports from Classic Client ❏
„ Real-time displays

Migrate real-time displays ❏

„ Graphical real-time displays

Migrate graphical real-time displays ❏

„ Agent-skillset and agent-supervisor scheduled assignments

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
„ User types

Installation and Maintenance Guide 907

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Migrate user types as required: desktop, desktop supervisor, desktop ❏

supervisor agent, supervisor, agent, supervisor agent
„ Network Control Center (NCC) routing table scheduled assignments

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
„ Remove associated supervisors from Classic Client ❏

908 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Migrating Filter Sets

With the filter sets feature, you can elect the sites and resources to be included in
a network-consolidated report. After you create and save a filter set, you can
apply it to both standard and private network-consolidated historical reports to
view only the information that you specify in the generated report. When you
connect to a Contact Center Manager Server and open a network-consolidated
report, the Selection Criteria area includes a list of the available network sites
and any available filter sets that you define and save.
You can use filter sets migrated from the Classic Client in Contact Center
Manager Administration. While each of the Classic Client filter sets contains
only one type of data – either skillsets, applications, route numbers, route names,
Dialed Number Identification Service (DNIS) numbers, or DNIS names – you
can add different types of data to these filter sets after you import them into
Contact Center Manager Administration by using the filter sets tabs in Historical
Reporting.

With the Filter Set Upgrade Tool, you can reuse existing Classic Client filter
sets. Use the tool to:
„ retrieve the existing filter set information from the Network Control Center
master database (MDB).
„ reformat and save filter sets in the Active Directory.

To migrate filter sets

1 Access the Filter Set Upgrade Tool at \\Nortel
Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe.
Note: This tool is used by administrator or webadmin only.
2 Input the path of the Network Control Center filter set (database file) or click
the browse button to search for the file.

Installation and Maintenance Guide 909

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

3 Select the appropriate file.

Result: The Path of NCC Database field is populated.

4 Click Save Data.

Result: The filter set is now reformatted and saved to the Active Directory.
5 Click Close.

910 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Migrating historical reports

Historical reports are stored differently in Contact Center Manager

Administration and Classic Client.

Classic Client:
„ Stores all user-defined and user-created reports on supervisors’ PCs
running Classic Client or on a network PC designated by supervisor.
„ Stores and controls all schedules on the Symposium Call Center Server.
These schedules trigger the running of reports on the Classic Client.

Contact Center Manager Administration:

„ Stores all custom reports on the Contact Center Manager Administration
server.
„ Stores and controls the schedules for the reports.

You must migrate user-created reports and user-defined reports from Classic
Client to Contact Center Manager Administration:
„ User-created reports are customer report templates created with Crystal
Reports and imported into Classic Client. User-created reports and their
schedules can be migrated from the Classic Client if they were created
using Crystal Reports software (version 9.0 or earlier). You can migrate the
following types of user-created reports: Historical, Configuration, and
Parameterized reports.
„ User-defined reports are user reports saved from the standard Classic
Client reports, such as the Agent Performance report. Contact Center
Manager Administration also provides the same set of standard reports.
Migrating user-defined reports involves re-creating the report manually
using the same standard template that exists on Contact Center Manager
Administration, specifying the same criteria, and saving it.

Notes:
„ User-created reports cannot be migrated if they were created with any other
ODBC or Structured Query Language (SQL) compliant writer. These
reports must be recreated in Contact Center Manager Administration.

Installation and Maintenance Guide 911

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

„ If the user-created reports were created with an earlier version of Crystal

Reports 9.0, test the reports for compatibility with Contact Center Manager
Administration before deleting them in Classic Client.
„ In Contact Center Manager Administration, historical reports can be shared
using report groups. Consider using this feature as it might reduce the
number of reports required to be imported.

If your reports are scheduled reports, you must schedule each report in Contact
Center Manager Administration and remove the schedule from the Symposium
Server through the Classic Client. If the schedule is not removed from the
Symposium Call Center Server, the report runs twice if the Classic Client is
installed and the report listener is running.

Migrating user-created reports

To migrate user-created reports, you must complete the following tasks:
1. Create a shared directory on the client PC or on a network PC to store user-
created templates for the users.
2. On each Classic Client, find the user-created reports and note the path of
the directory where each file is stored. For details about finding user-
created reports, see “To find user-created reports in Classic Client,” on
page 913.
3. Copy each .rpt file to the shared directory that you created.
4. Log on to Contact Center Manager Administration and import each user-
created report. For details about importing reports, see “To import user-
created reports into Contact Center Manager Administration,” on page 914.
5. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Scheduling reports,” on page
919.
6. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “To delete a report schedule from Classic
Client,” on page 923.
7. Delete the user-created report from the Symposium Call Center Server. For
details, see “To delete user-defined or user-created reports from Classic
Client,” on page 924.

912 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Migrating user-defined reports

To migrate user-defined reports, you must complete the following tasks:
1. On each Classic Client, find the user-defined reports and note the selection
criteria for each report. For details about finding user-defined reports, see
“To find user-defined reports in Classic Client,” on page 917.
2. Log on to Contact Center Manager Administration, find the corresponding
standard report (for example, the Agent Performance report) and enter the
same selection criteria for each report and save the report. For details, see
“To define user-defined reports in Contact Center Manager
Administration,” on page 917.
3. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Scheduling reports,” on page
919.
4. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “To delete a report schedule from Classic
Client,” on page 923.
5. Delete the user-defined report from the Symposium Call Center Server. For
details, “To delete user-defined or user-created reports from Classic
Client,” on page 924.

To find user-created reports in Classic Client

On each supervisor’s machine, perform the following steps:
1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, check for any reports that are user created by
looking at the Types column.
5 Right-click on each user-created report and note the path to the location
where the file is stored.

Installation and Maintenance Guide 913

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

To import user-created reports into Contact Center Manager

Administration
1 From the Contact Center Manager Administration Launchpad, click on
Historical Reporting.
Result: The Historical Reporting window appears.

914 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Galway server).
Result: The server expands to reveal a choice between public, private, and
any group folders created.

3 On the menu, click Report > Import.

Result: The Template Importing Wizard appears.

4 Click the Next button.

5 (Optional) Select the box Synchronize report template from the network
drive.

Installation and Maintenance Guide 915

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Notes:
„ If this box is selected at the time of import, the Contact Center Manager
Administration server synchronizes the user-created reports from the
source network drive every time you modify the report using Crystal
Reports on the network drive. This means if you modify your source
report template on the network drive/PC, you do not need to import the
report to the Contact Center Manager Administration server.
„ To use this option, ensure the network PC is preconfigured to use it.
See the Contact Center Manager Administration Installation and
Maintenance Guide or contact your administrator for details.

6 Enter the network path of the report template as follows: \\NetworkPC

name\shared folder name\report templatename.rpt
Result: The CCMA application saves the network path of the template
(TemplatePath) and last modified date (LastModified) of the report template
file.
Note: Contact Center Manager Administration server uses TemplatePath
and LastModified data to copy the report template from the network drive to
the Contact Center Manager Administration server (if report template is
modified on the network drive after import).
7 Enter the template name.
8 Select the value under Report is based on the following data. The
choices are: Historical, Configuration, and Parameters.
Note: To import a historical report, enter the database alias. This is the
database view name for the SQL query.
Call-by-call reports take much longer to generate than do reports that
collect other types of data.

916 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

9 Enter the timestamp field (if the timestamp field is not in the correct format,
the report does not run).
10 Select the Report Data Range option. The choices are Interval, Daily,
Weekly, and Monthly.
11 Click Next.
12 Click Finish.
Result: The report is added to the list in the Reports window.
Notes:
„ If you select the Configuration option, you do not need to specify an
alias.
„ To determine the alias of a database, open the report in Crystal Reports
and choose Database > Set Alias.
„ The Timestamp field is not required for a configuration report.

Refer to the Contact Center Manager Administration online Help for more
information about importing reports.

To find user-defined reports in Classic Client

1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, look for any reports that are user defined.
5 Open each user-defined report and note the selection criteria.

To define user-defined reports in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration using the user logon
name provided by your administrator.
2 Open the Historical Reporting component.
3 Click on the required Contact Center Manager Server.
4 Open up the equivalent standard report, and enter the same selection
criteria.

Installation and Maintenance Guide 917

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

5 Save the report as a private report or to a shared report group and

schedule it.

To locate scheduled reports in Classic Client

Because reports might be stored on individual PCs or on the network, it is
important to locate the reports and make note of each report’s location or
network path prior to migrating it. To see all of the current scheduled reports
prior to migration, use Scheduler in Classic Client. This tool shows all currently
scheduled reports.
1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.

4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed. Make note of
the reports and their schedules for migration.

918 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Scheduling reports

Note: For more information about scheduling reports, see the Contact Center -
Manager Supervisor’s Guide.

To define the report schedule

1 From the Time zone list, select the time zone in which you want to run or
schedule your report.

ATTENTION
The schedule time that you specify is based on the
time zone that you choose. However, the system
translates the schedule time that you enter to the time
zone in which the Contact Center Manager
Administration server is located. The report is
generated at the time and in the time zone you specify,
but the timestamp at the bottom of the generated
report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted
on the web site www.nortel.com.

2 In the Schedule area, clear the Not Scheduled check box.

Result: The schedule boxes appear.
3 Select the check boxes that correspond to the type of data range you want.
You can select or enter information in the following boxes.
Schedule boxes available for Interval data range
During the period from X to Y: Select to schedule an interval report to be
generated at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, click this button if you want to generate a report every 15 minutes
between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then
enter the times in the boxes.
On X at Y weekly: Select to generate an interval report on a particular day,
at a particular time every week. For example, click this button to generate a
report every Monday morning at 9:00 a.m.

Installation and Maintenance Guide 919

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

At X every day/specific days of the week/specific dates: Select to

generate an interval report at a specific time every day, or on specific days
of the week, or on specific dates. For example, click this button to generate
a report at 9:00 a.m. on the first day and 30th day of every month.
Schedule boxes available for Daily data range
At X today/every day/days of the week/specific dates: Specify the time
at which you want to generate a daily report. For example, you can choose
to generate your daily report at 9:00 a.m., Monday through Friday.
Schedule boxes available for Weekly data range
At X this week/every week: Specify the time and day at which you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates: Specify the time and dates on which you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
Schedule boxes available for Monthly data range
On the X in Y at Z: Select to schedule a monthly report to run on a specific
day and month, at a specific time. You can also choose to run the report
every month. For example, you can run a monthly report on the third
Sunday every month at 12:00 p.m.
On day X at Y: Select to schedule a monthly report to run on a specific date
during a specific month, at a specific time. You can also choose to run the
report every month.
On specific dates at X: Select to schedule a monthly report to run on
specific dates during specific months, at a specific time. For example, you
can run a monthly report on the 15th of every second month at 12:00 p.m.
4 Continue with the procedure “To define output options,” on page 920.

To define output options

After you have set up the report schedule, define the way the system generates it.
You can specify whether you want to print the scheduled report when it is
generated or save it as a file, or both. If you choose to print the report, you can
select the paper size.

920 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

You can also specify one or more e-mail addresses to which the system can send
notification that the report has been generated successfully, or that there were
problems preventing the report from being generated. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure, enabling you to repair the problem and generate the report again.

Note: If you choose to print the report to a file, you must specify a shared folder
to which the Contact Center Manager Administration server sends the output
file. This folder can be on your computer, on another computer in the network,
or on the Contact Center Manager Administration server. If the folder that you
specify is on a computer other than the Contact Center Manager Administration
server, the computer must be within the same domain as the Contact Center
Manager Administration server.
If you want to send a scheduled report to a printer, ensure that your
administrator has configured a default printer on the Contact Center Manager
Administration server. If a default printer has not been defined, then you can
only send reports to a file.
1 Click the print check box or the output to file check box, or both.
2 To print the report:
„ from the Printer list, select the printer to which you want to print the
scheduled report.
„ From the Paper Size list, select the appropriate paper size for the
printed report.
3 To send the report to a file, in the Output box, type the path to the shared
output folder. The path must have the format \\[computer name]\[shared
folder name]\[file name], without the file extension.
Example: You want to send the Agent Performance report to a shared
folder on the Contact Center Manager Administration server. The Contact
Center Manager Administration server computer name is appsrvr, the
shared folder name is reports, and you decide to call the report agent. You
type \\appsrvr\reports\agent in the Output box.
Note: Click the Save file under different name each time check box if
you want the system to save the report with a different name each time it is
generated. If you do not check this box, the system overwrites previously
generated reports with the updated versions every time a report is
generated.
4 From the Format list, select the export file format that you want to use.

Installation and Maintenance Guide 921

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

5 Click the Send notification e-mail to check box if you want the system to
notify you when the report has been generated.
6 Enter one or more e-mail addresses in the box. You can type a maximum of
255 characters in the box with each e-mail address separated by a semi-
colon (;).
7 Click Submit.
Result: The report is saved.
8 Click Activate.
Result: The report schedule is activated.

To activate a report
You can activate a report schedule in two ways:
„ You can click Activate in the Report Properties window after you
schedule a new report and click Submit, or after you modify an existing
report schedule and click Submit.
„ You can click Activate in the Scheduled Events window. For details, see
the following procedure:
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.
2 Select the report that you want to activate.
3 Click Activate.
Result: The report schedule is activated.

To deactivate a report
You can deactivate a report schedule in two ways:
„ Click Deactivate in the Report Properties window when you are viewing
the properties of a scheduled report.
„ Click Deactivate in the Scheduled Events window. For details, see the
following the procedure.
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.

922 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

2 Select the report that you want to deactivate.

3 Click Deactivate.
Result: The report schedule is deactivated.

To delete a report schedule from Classic Client

1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.

4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed.

5 From within Scheduler, right-click the schedule.

Installation and Maintenance Guide 923

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

6 Select Delete.
Result: The schedule is deleted.

To delete user-defined or user-created reports from Classic Client

You must delete scheduled assignments and running of reports from the
Symposium Call Center Server through the Classic Client or the Server Utility
before removing Classic Client to avoid schedule conflicts.
1 From the system tree, select the report and choose Report > Delete.

ATTENTION
If the report schedule is active, you must deactivate it
before you can delete the report.

924 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Migrating real-time displays

Classic Client
„ Stores custom real-time display formats on the PCs running Classic Client.

Contact Center Manager Administration

„ Stores custom real-time display formats on the Contact Center Manager
Administration server.
„ Requires custom real-time displays be recreated in Contact Center Manager
Administration.

Note: Contact Center Manager Administration supports public real-time

displays. If many users use the same real-time display, then it only needs to be
recreated once as a public display format.

To migrate real-time displays

1 Log on to the server using the Classic Client.
2 Expand Reports & Displays.

Installation and Maintenance Guide 925

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

3 Double-click Real-Time Displays.

Result: The Real-Time Displays window opens.

4 Under Display Type, note the type of each display.

5 Right-click on each display and select Properties.
Result: The Real-Time Display Properties dialog box opens.

6 Under the General tab, note the Refresh Rate and the View Mode.
7 Under the Column tab, note the following:
„ columns listed under Column headings as they appear in real-time
display
„ formulas listed for each column in the Formula field

926 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

„ configuration settings listed under Selected Column

8 Log on to Contact Center Manager Administration.

9 Select Real-Time Reporting on the Launchpad.
10 Select the required server in the server tree.
11 Create new displays of the same type that you noted from Classic Client.

Installation and Maintenance Guide 927

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

12 Under the Properties tab for each display, configure the properties for the
new display using the information from Classic Client.

13 Under the Columns tab for each display, configure the columns for the new
display using the information from Classic Client.

Note: The mechanism to create displays in Classic Client differs from that
in Contact Center Manager Administration. This may mean that you are not

928 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

able to recreate the displays in Contact Center Manager Administration

exactly as they are configured in Classic Client.

Installation and Maintenance Guide 929

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Migrating graphical real-time displays (GRTD)

To migrate graphical real-time displays from Classic Client to Contact Center

Manager Administration 6.0, you must note the configuration parameters for
each graphical real-time display in Classic Client and then manually recreate the
displays in Contact Center Manager Administration.

Notes:
„ Time charts are not available in Contact Center Manager Administration.
„ You can create connections after the supervisor creates all their constituent
displays.

To migrate application and skillset billboards

Perform the following steps on each supervisor machine that has Graphical
Real-Time displays installed.
1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window opens.

930 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

3 Click the Data Display tab.

Result: The Data Display tab opens.

4 Note the Data Display parameters of this billboard.

Installation and Maintenance Guide 931

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

5 Click the Data Action tab.

Result: The Data Action tab opens.

6 Note the Data Action parameters of this billboard.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

932 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.

10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

Installation and Maintenance Guide 933

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

12 From the server list, select the server on which you want to create the
graphical display.
Note: You cannot create agent maps or IVR graphical displays on the
Network Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.

Element Type Presentation

Agent Agent Map

Application Billboard, Chart

IVR Billboard, Chart

Agent Position Count Billboard, Chart

All Private Collection

All Private Billboard Collection

All Public Collection

All Public Billboard Collection

14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset billboards that
you want to migrate to Contact Center Manager Administration.

934 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To migrate application and skillset charts

1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the chart that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window opens.
3 Click the Data Display tab.
Result: The Data Display tab opens.

4 Note the Data Display parameters of this chart.

Note: Take particular note of the chart type.

Installation and Maintenance Guide 935

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

5 Click the Data Action tab.

Result: The Data Action tab opens.

6 Note the Data Action parameters of this chart.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

936 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.

10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

Installation and Maintenance Guide 937

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

12 From the server list, select the server on which you want to create the
graphical display.
Note: You cannot create agent maps or IVR graphical displays on the
Network Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.

Element Type Presentation

Agent Agent Map

Application Billboard, Chart

IVR Billboard, Chart

Agent Position Count Billboard, Chart

All Private Collection

All Private Billboard Collection

All Public Collection

All Public Billboard Collection

14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset charts that
you want to migrate to Contact Center Manager Administration.

938 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Migrating agent-skillset and agent-supervisor

scheduled assignments

Set up the schedules of agent-to-skillset and agent-to-supervisor assignments

after migrating them from Classic Client to Contact Center Manager
Administration.

Classic Client
„ Stores assignments in the Symposium Call Center Server database.
„ Stores and controls schedules on the Symposium Call Center Server.

Contact Center Manager Administration

„ Stores assignments in the Contact Center Manager Server (Symposium Call
Center Server) database.
„ Stores and controls schedules on Contact Center Manager Administration
Contact Center Manager Administration server. Contact Center Manager
Administration uses the Window Task Scheduler, which is part of the
Contact Center Manager Administration server's operating system, to
schedule assignments.

Open and schedule each assignment through the Contact Center Manager
Administration component in Contact Center Manager Administration.

After scheduling the assignment in Contact Center Manager Administration,

delete the schedule from Classic Client. If the schedule is not deleted from
Classic Client, the assignment runs twice.

ATTENTION
Ensure that all the schedules are removed prior to upgrading to
Contact Center Manager Administration.

To migrate agent-skillset and agent-supervisor scheduled

assignments
1 Log on to the server using the Classic Client.
2 Select Assignments.

Installation and Maintenance Guide 939

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

3 Double-click Agent to Skillset Assignments or Agent to Supervisor

Assignments.

940 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

4 Right-click each assignment and select Edit Schedule.

Result: The schedule information displays.

5 Note the schedule information.

6 Log on to Contact Center Manager Administration.
7 Select Contact Center Management on the Launchpad.
8 From the View menu select Assignments.
9 Select the server in the server tree.

Installation and Maintenance Guide 941

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

10 Click on the Agent Skillset Assignments folder or Agent Supervisor

Assignments folder.
11 Select each assignment.

Result: The schedule information is displayed in the Save/Schedule

Assignments section.

942 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

12 Enter the schedule data in the Save/Schedule Assignments section.

13 Click the Schedule button.

Result: Assignment schedules are saved.

To delete agent-skillset and agent-supervisor scheduled

assignments
1 Log on to the server using the Classic Client.
2 Select Assignments.
3 Double-click Agent to Skillset Assignments or Agent to Supervisor
Assignments.
4 Right-click each assignment and select Edit Schedule.
Result: The schedule information is displayed.
5 Update the schedule to Not Scheduled.

6 Click Save.

Installation and Maintenance Guide 943

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Migrating user types

With Classic Client, you could create six types of users of which only the first
three could access the Classic Client.

Desktop user: Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.

Desktop Supervisor user: A supervisor in the contact center, supervising

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.

Desktop Supervisor Agent user: A supervisor in the contact center,

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, would be able to perform certain actions
within the Classic Client.

Supervisor user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client.

Agent user: Assigned to a skillset used to take calls within the contact center.

Supervisor Agent user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client. Assigned to a skillset
used to take calls within the contact center.

The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you will see all six types of users. When migrating from
Classic Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.

To migrate Desktop users

1 No action is required.
Note: The Desktop user type is available in Server Utility. Sysadmin can
log on to the Server Utility to administer this user (for example, to change
the password).

944 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

To migrate Desktop Supervisor users

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these should be cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.

To migrate Desktop Supervisor Agent users:

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these should be cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.

To migrate Supervisor users:

1 No action is required.

To migrate Agent users

1 No action is required.

To migrate Supervisor Agent users

1 No action is required.

Installation and Maintenance Guide 945

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

Migrating NCC routing table scheduled

assignments

To migrate scheduled assignments

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.

3 Double-click Table Routing Assignments.

Result: The Table Routing Assignment list is displayed.

4 Right-click each assignment.

946 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

5 Select Edit Schedule.

Result: The schedule information for each assignment displays.

6 If the Routing Table Assignment is scheduled, then note the schedule

information.
7 Log on to Contact Center Manager Administration.
8 Select Configuration Component on the Launchpad.
9 Select Network Control Center Server in the server tree.
10 Expand the Sites node by clicking the plus sign (+).
11 Select Assignments.

12 Expand Assignments by clicking the plus sign (+).

Installation and Maintenance Guide 947

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

13 Select each assignment.

Result: Assignment information displays in the right-hand pane.
14 Enter the schedule information under Save/Schedule Routing Table
Assignments using the information noted in Step 6.

15 Click Schedule.
Result: Assignment is rescheduled.
16 Repeat for each Assignment.

To delete assignments from Classic Client

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.
3 Double-click Table Routing Assignments.
4 Right-click each assignment.
5 Select Edit Schedule.
Result: The schedule information for each assignment displays.
6 Update the schedule to Not Scheduled.

7 Click Save.

948 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server

Removing associated supervisors

Introduction
In Contact Center Manager Administration 6.0, the partitions feature replaces
the Classic Client concept of associated supervisors. If you migrate from Classic
Client to Contact Center Manager Administration, the associated supervisors
may block a deletion of a supervisor. For this reason, Nortel recommends that
you remove associated supervisors from Classic Client when migrating to
Contact Center Manager Administration.

Note: If this step is not performed, Contact Center Manager Administration will
remove the secondary supervisor assignment when the supervisor is deleted.

To remove associated supervisors from Classic Client

1 Log on to the server using Classic Client.
2 Select User Administration.
3 Double-click Users.
Result: A list of all users is displayed.
4 Right-click on the name of a user whose associated supervisors you want
to remove.
5 Select Properties from the resulting menu.
Result: The User Properties window appears.
6 Select the Supervisor tab.
7 In the Associated Supervisors window, select all the listed supervisors.
8 Click Remove.
9 Click Save.
10 Close all windows to complete the procedure.

Installation and Maintenance Guide 949

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 3.0

950 Nortel Contact Center Manager Administration

Chapter 10

Upgrading from SWC 4.5 (Windows

2003) to CCMA 6.0 on a new server

In this chapter
Overview 952
Section A: Preparing for the upgrade 957
Section B: Upgrading the product software 1021
Section C: Postupgrade tasks on the CCMA server 1041
Section D: Configuring the client PC 1147
Section E: Upgrading agent workstations 1171
Section F: Migrate Classic Client 1179

Installation and Maintenance Guide 951

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Overview

Introduction
Nortel does not support a direct migration from Symposium Web Client 4.5 on
server A to Contact Center Manager Administration 6.0 on server B. That is, you
cannot back up Symposium Web Client data on a source server and restore that
database backup to Contact Center Manager Administration 6.0 on a new target
server.

Use the migration and upgrade procedures in this chapter if you want to upgrade
from Symposium Web Client Release 4.5 SUS0601 v1 on a Windows 2003
platform to Contact Center Manager Administration Release 6.0 on a new
server.

ATTENTION
If your Symposium Web Client 4.5 is running on Windows
Server 2000/ Advanced Server, you must perform a full
platform migration to Windows Server 2003 before
proceeding with your upgrade to Contact Center Manager
Administration 6.0. For details about migrating Symposium
Web Client 4.5 on a Windows 2000/ Advanced Server
platform to a Windows 2003 platform, see Chapter 8,
“Migrating SWC 4.5 platform from Windows 2000 to
Windows 2003.”

Migrating Classic Client data

If you have Classic Clients operating in your data network, you must migrate
your Classic Client data because Contact Center Manager Administration 6.0
does not support Classic Client.

You have the option to migrate your Classic Client data before or after you
perform the upgrade. For more information about planning your upgrade and
compatibility considerations for Classic Client, consult the Nortel Contact
Center 6.0 Planning and Engineering Guide.

952 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

The procedures to migrate Classic Client are documented in Section F: “Migrate

Classic Client,” on page 1179.

Source server and target server

For the purpose of the procedures in this chapter, your existing server with
Symposium Web Client 4.5 (SUS0601 v1 or later) installed is referred to as the
source server.

The new server, is referred to as the target server.

Options for upgrading from Symposium Web Client 4.5 (SUS0601 v1

or later) on Windows 2003 (source server) to Contact Center Manager
Administration 6.0 on a new server (target server)
Nortel does not support a direct migration from Symposium Web Client 4.5 on
server A to Contact Center Manager Administration 6.0 on server B. That is, you
cannot back up Symposium Web Client data on server A and restore that
database backup to Contact Center Manager Administration 6.0 on server B.

You have two options for completing an upgrade from Symposium Web Client
4.5 (SUS0601 v1 or later) on Windows 2003 to Contact Center Manager
Administration 6.0 on a new server.

Option 1 (recommended by Nortel)

In this scenario, you maintain a fully operational Symposium Web Client 4.5
(SUS0601 v1 or later) on the source server, while migrating data to the target
server and performing the upgrade on the target server. In order to upgrade to a
new server, you must complete the following tasks:
1. Install Symposium Web Client 4.5 (SUS0601 v1 or later) on the target
server.
2. Back up Symposium Web Client 4.5 (SUS0601 v1 or later) on the source
server.
3. Restore Symposium Web Client 4.5 (SUS0601 v1 or later) to the target
server.
4. Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the target
server to Contact Center Manager Administration 6.0.

Installation and Maintenance Guide 953

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Note: The procedures for this recommended upgrade path (Option 1) are
documented from end to end in this chapter.

Option 2
You can also upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later)
on Windows 2003 to Contact Center Manager Administration 6.0 on a new
server by completing the following tasks:
1. Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the source
server to Contact Center Manager Administration 6.0. For details, see
Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on
same server.”
2. Migrate Contact Center Manager Administration 6.0 data from the source
server to the target server. For details, see Chapter 11, “Migrating CCMA
6.0 to a new server.”

Because this scenario does not maintain a fully operational Symposium Web
Client 4.5 in the contact center while you perform the upgrade, this upgrade path
is not recommended by Nortel.

Note: Option 2 is not documented as an end-to-end procedure in this chapter. If

you want to follow this upgrade path, refer to Chapter 9, “Upgrading from SWC
4.5 (Windows 2003) to CCMA 6.0 on same server” and Chapter 11, “Migrating
CCMA 6.0 to a new server.”

Timing
The following upgrade times provide guidance on the time required for software
upgrade.
Preinstallation (including operating system installation/configuration): 3 hours

Upgrading the server software: 30 minutes

Postinstallation: 1 hour

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
„ CPU: Intel Xeon 3GHz

954 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

„ Ram: 1.0 GB
„ Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
„ DVD Drive: Internal IDE 8X DVD-ROM

Installation and Maintenance Guide 955

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

956 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Section A: Preparing for the upgrade

In this section
Step 1. Read the documentation for performing an upgrade 958
Step 2. Gather the materials required for an upgrade 959
Step 3. Ensure that all servers are compatible 960
Step 4. Ensure target server meets CCMA 6.0 requirements 961
Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server 962
Step 6. Install SWC 4.5 SUS0601 v1 on the target server 963
Step 7. Perform a full backup of the source server 998
Step 8. Back up Nortel data files on the source server 1000
Step 9. Remove Terminal Services (optional) 1004
Step 10. Restore the data files from the source server to the target server1006
Step 11. Get documentation for the XML Automated Assignments feature1012
Step 12. Install Crystal Enterprise 10 Embedded on the target server 1013

Installation and Maintenance Guide 957

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 1. Read the documentation for

performing an upgrade

Perform the following tasks:

„ Read Chapter 7, “Upgrading overview”.
„ Check for any installation addenda or updated customer documentation on
the Nortel web site (www.nortel.com), or on the Partner Information Center
web site (www.nortel.com/pic). The addenda and documentation may
contain important information regarding your upgrade.

ATTENTION „ If your Symposium Web Client 4.5 is running on Windows

Server 2000/ Advanced Server, you must perform a full
platform migration to Windows Server 2003 before
upgrading to Contact Center Manager Administration 6.0
using the procedures in this chapter. For details about
migrating Symposium Web Client 4.5 on a Windows 2000/
Advanced Server platform to a Windows 2003 platform,
see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.”

958 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 2. Gather the materials required for an

upgrade

Materials required for an upgrade to a new server

The following checklist contains the software and equipment that you require to
install Contact Center Manager Administration Release 6.0.

Qty Description ✔

1 Contact Center Manager Installation DVD

1 Windows Server 2003 Installation CD

1 Symposium Web Client 4.5 Installation CD

Use the Contact Center Manager installation DVD to install one or all of the
following:
„ the Contact Center Manager Administration software
„ Crystal Enterprise 10 Embedded
„ Sybase Open Client version 12.5
„ pcAnywhere 11.5 Host-Only
„ required hotfixes

Installation and Maintenance Guide 959

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 3. Ensure that all servers are compatible

Introduction
Contact Center Manager Administration 6.0 is compatible with Symposium Call
Center Server Release 5.0 SUS0504 (or later) and Contact Center Manager
Server 6.0 (or later). Contact Center Manager Administration 6.0 is
incompatible with previous releases of Symposium Call Center Server.

If you are installing Contact Center Manager Administration 6.0 on a coresident

server, it can only be installed after Contact Center Manager Server 6.0. You
cannot install Contact Center Manager Administration 6.0 on a coresident server
with Symposium Call Center Server Release 5.0 or earlier.

Backward compatibility
You can use Contact Center Manager Administration to administer Symposium
Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use
Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0.

To administer Contact Center Manager Server 6.0, you must upgrade the
Contact Center Manager Administration server to Release 6.0 of Contact Center
Manager Administration.

For further details about compatibility, see “Compatibility with Contact Center
Manager Server and previous versions of Symposium Call Center Server,” on
page 580.

960 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 4. Ensure target server meets CCMA 6.0

requirements

Before you upgrade Symposium Web Client to Contact Center Manager

Administration Release 6.0, ensure that the application server meets all the
minimum hardware and software requirements. For details about hardware and
software requirements, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.

Installation and Maintenance Guide 961

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 5. Ensure SWC 4.5 on Win 2003 is

installed on source server

In order to perform a migration of Symposium Web Client 4.5 (SUS0601 v1 or

later) to a new server in preparation for the upgrade to Contact Center Manager
Administration 6.0, your must have Symposium Web Client 4.5 SUS0601 v1 or
later on a Windows 2003 platform installed on the source server.

If your Symposium Web Client 4.5 on the source server is installed on a

Windows 2000/Advanced Server platform, you must perform a full platform
migration to a new server before you upgrade the new server to Contact Center
Manager Administration 6.0. For details about migrating Symposium Web
Client 4.5 (SU05 or later) platform from Windows 2000 to Windows 2003, see
Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows
2003.”

962 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 6. Install SWC 4.5 SUS0601 v1 on the

target server

Introduction
You must install and configure Windows Server 2003 and Symposium Web
Client 4.5 SUS0601 v1 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 about installing and configuring Symposium Web Client 4.5,
see the 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 NT File System (NTFS) partition as the primary partition on the
application server.
„ Install Windows Server 2003 Enterprise Edition or Standard Edition,
including Simple Mail Transfer Protocol (SMTP) and Internet Information
Services (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)

Installation and Maintenance Guide 963

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

„ 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 select 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

964 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

permissions for proper Symposium Web Client functionality. For details,

see “Applying security patches to the application server,” on page 973.

ATTENTION
Consult Microsoft for the latest information
about 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 (CAL) 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
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 server

For Symposium Web Client to function properly when installed on a Windows
Server 2003 platform, the server on which Active Directory Application Mode
(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.

Installation and Maintenance Guide 965

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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 about 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 (within
www.nortel.com).

Windows Server 2003 checklist

This checklist provides an 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.

966 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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.

Product Key window ❑

Type the product key for your installation.

Installation and Maintenance Guide 967

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Windows Server 2003 installation checklist ✓

Licensing Modes window ❑

The following settings are recommended in this window:
„ Click Per Server.
„ Type 5* in the Concurrent Connections box.
*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.

968 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Windows Server 2003 installation checklist ✓

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. No other characters are allowed (for example, the name cannot
include any underscores [_]). Hyphens (-) are only permitted in the
computer name of stand-alone systems. If you are installing a coresident
system, you cannot use hyphens in the computer name.
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 (ADAM) because 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.

Installation and Maintenance Guide 969

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Windows Server 2003 installation checklist ✓

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 On the Windows server, click Start > Control Panel > Network
Connections.
2 Right-click Local Area Connection.
3 Select Properties.
4 In the General tab, click Internet Protocol (TCP/IP), and then click
Properties.
The Internet Protocol (TCP/IP) Properties window appears.
Note: Do not use dynamic IP addressing.
5 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.
6 Click Use the following DNS server addresses, and then enter the IP
address for the Preferred DNS server and Alternate DNS server.
7 Click Advanced. The Advanced TCP/IP Settings window appears.

970 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Windows Server 2003 installation checklist ✓

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.

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.

Installation and Maintenance Guide 971

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Windows Server 2003 installation checklist ✓

Windows Components window ❑

1 Click Start > Control Panel > Add or Remove Programs.
2 Click Add/Remove Windows Components.
3 IIS is a subcomponent of Application Server and is selected by default.
Click Application Server, and then click Details to select IIS on the
components list.
4 SMTP is a subcomponent of IIS and is cleared by default. Click
Internet Information Services, and then click Details to select SMTP
on the components list.
5 If you selected any values, click OK to return to the Windows
Components window.
6 Click Terminal Server.
7 Click Yes.
8 Click Next.
9 Read the information about Terminal servers and click Next.
10 Click Full Security, and then click Next.
The Configuring Components window appears. After the system has
finished configuring the components you selected, restart the server
when it prompts you to do so.
Note: As of date of publication, the following information about 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.

972 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Windows Server 2003 installation checklist ✓

„ Nortel does not provide these CALs. ❑

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

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

Installation and Maintenance Guide 973

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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, refer to the Symposium Service Packs
and Security Hotfixes Compatibility List on the Partner Information Center
(PIC) web site at www.nortel.com/pic to see if Nortel has already verified the
Microsoft patch for its compatibility with Symposium Web Client.

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 980.

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 about uninstalling the software, see the documentation posted on the
Sybase web site at www.sybase.com.
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.
2 Click the Advanced tab.

974 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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. For information about uninstalling Sybase software, see “Uninstalling an
SU, SUS, or DP,” on page 1584.

Installation and Maintenance Guide 975

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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.

976 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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

Installation and Maintenance Guide 977

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

you can type a custom location in which to install the software, or accept
the default location shown (C:\SYBASE).

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.”

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

978 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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.

14 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
„ 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. Because 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.

Installation and Maintenance Guide 979

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

When the installation is complete, the Sybase Installer window appears,

prompting you to restart the system before configuring the installed
components.

15 Click Yes.
Result: This can take several minutes. 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.

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.

16 Click OK.
17 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 driver

After 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
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

980 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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 cmd.
c. Click OK.
d. Ad the prompt, type iisreset.
e. Press Enter.
Result: The following screen appears:

3 Install the updated driver, EBF11113, as follows:

a. At the MS-DOS prompt, navigate to the root directory of the
Symposium Web Client CD-ROM.

Installation and Maintenance Guide 981

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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 the Sybase Open Client 12.5 software installed on
the Contact Center Manager Administration server (for example,
c:\sybase); and C:\EBF11113.TXT is the log file that you can use to
verify that 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 > Data Sources
(ODBC).
Result: The ODBC Data Source Administrator window appears.
b. Click the Drivers tab.
c. On 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 if there were any error messages 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

982 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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 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)
2. If the setup wizard does not detect these programs or components on the
application server, it terminates the installation process.Decide if you are
installing Symposium Web Client as the default web site on the application

Installation and Maintenance Guide 983

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

server, or if you are installing it as a virtual directory on an existing web

site.

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.

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.
4. Verify that you have not changed the default settings in Windows 2003 to
disable the capability to generate 8.3 style short filename. Disabling the
capability to generate 8.3 style short filenames causes the installation of
Symposium Web Client to fail. For details, see “Installation of Symposium
Web Client on Windows 2003 fails because of Windows Script Host error
message,” on page 744.

984 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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.exe
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

Installation and Maintenance Guide 985

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

requirements listed are not met. If all requirements are met, then the
installation continues.
The Symposium Web Client Setup Wizard window appears.

7 Click Next.
Result: The Key Code Information window appears.

986 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Type the serial number and keycode 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.

ATTENTION
Keycodes are case-sensitive.

9 Click Next.
Note: If you made an error entering the keycode 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.

Installation and Maintenance Guide 987

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

10 Click No.
Result: The Customer Information window appears.

a. In the username 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) allows anyone who can
log on to the computer to also log on to Symposium Web Client.

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.

Only for me (<username>) allows only a user with your username and
password to log on to Symposium Web Client.
11 Click Next.
Result: The SOAP Configuration Parameters window appears.

988 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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 SOAP 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 perform a procedure to
reset the name in IIS and update the DNS or HOSTS table to reflect the
new computer name.

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.

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.

Installation and Maintenance Guide 989

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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
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.

990 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To install Web Client as the default web site

a. Click Default.

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

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. To see a sample of Symposium Web Client as a virtual
directory and as a default web site, see the Symposium Web Client 4.5
Planning, Installation & Administration Guide.
14 Click Next.
Result: The Setup Type window appears.

15 Select Complete.

Installation and Maintenance Guide 991

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

16 Click Next.
Result: The Ready to Install the Program window appears.

992 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

17 Click Next.

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.

Result: The Installing Symposium Web Client window appears.

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 or
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

Installation and Maintenance Guide 993

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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. Because 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).

994 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

21 When it is finished installing ADAM, click Next.

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

Note: Sometimes the window does not appear; instead, the system
automatically starts installing the SOAP files. In this case, proceed to the
next step.
22 The program searches for installed components, and then installs the
required Simple Object Access Protocol (SOAP) files.
Result: After the system has installed the required SOAP components, the
ADAMSchema window appears.

Installation and Maintenance Guide 995

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

23 The system installs the ADAM schema.

Result: The Completing the Symposium Web Client Setup Wizard window
appears.

24 Click Finish to exit the setup wizard.

Result: The Symposium Web Client Installer Information dialog box
appears.

25 Click Yes to restart your computer,

Applying the Service Update

You must download and apply the same Service Update as is currently on the
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.

996 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Note: You must have the same Service Update on the source server and the
target server in order to successfully migrate from the source server to the target
server. At minimum, the patch level must be Symposium Web Client 4.5
(SUS0601 v1) to support a direct upgrade to Contact Center Manager
Administration 6.0.

Installation and Maintenance Guide 997

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 7. 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.

998 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

For details about 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 data

.

You can use Backup to back up and restore data on either File
Allocation 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.

Installation and Maintenance Guide 999

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 8. Back up Nortel data files 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 “Option 1: To
back up data stored outside of Active Directory by manually copying files,”
on page 1001.
„ 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 “Option 2: To back up data stored outside of Active Directory by using
the Windows Backup Tool,” on page 1002.

1000 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Option 1: To back up data stored outside of Active Directory 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):
„ 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
(where C is the drive on which Symposium Web Client is installed).
„ Emergency Help snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Emergency-
Help\Exports
(where C is the drive on which Symposium Web Client is installed).

Installation and Maintenance Guide 1001

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Option 2: To back up data stored outside of Active Directory by using

the Windows Backup Tool
You can back up the Symposium Web Client data files using the Windows
Backup Tool.
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:
„ 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).

1002 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

„ 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
Emergency Help snapshots
Note: 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
(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.

Installation and Maintenance Guide 1003

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 9. Remove Terminal Services (optional)

Introduction
This is an optional step. Symposium Web Client 4.5 required Terminal Services
for Scripting. Because Scripting is a fully integrated web-based client in Contact
Center Manager Administration 6.0, you have the option of removing Terminal
Services before performing your upgrade to Contact Center Manager
Administration 6.0.

However, you may have third-party products on your application server which
require Terminal Services. In this case, you can keep Terminal Services on the
application server and this will not affect the performance of Contact Center
Manager Administration 6.0.

If you do not want to remove Terminal Services from the application server, you
can proceed directly to “Step 10. Restore the data files from the source server to
the target server” on page 1006.

To remove Terminal Services

1 On the Symposium Web Client server, click Start > Control Panel > Add
or Remove Programs.
Result: The Add or Remove Programs windows appears.
2 In the left pane, click Add/Remove Windows components.
Result: The Windows Components Wizard window opens.
3 In the Components list, clear Terminal Server and Terminal Server
Licensing.
4 Click Next.
Result: The Terminal Server Setup dialog appears warning you that this
option will remove Terminal Server from your computer.
5 Click Next.
Result: Terminal Services is removed from your computer and the
Completing the Windows Components Wizard window appears.
6 Click Finish.

1004 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

7 Click Yes to reboot the application server.

Installation and Maintenance Guide 1005

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 10. 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 target server.

ATTENTION
When restoring Symposium Web Client data, you must
restore data that was backed up from the same release and
version of the software as that which is currently installed
on the application server. For example, if your
application server currently contains Symposium Web
Client Release 4.5 SU03, then you can only restore a
backup of Release 4.5 SU03 data onto this server. You
cannot restore data from previous Service Updates. If you
restore data backed up on previous versions, you will
corrupt your server.

Notes:
„ You cannot use the application server while restoring data.
„ You can use the Windows Backup Tool or a similar tool to restore the
Symposium Web Client data. The procedure in this section is based on the
Windows Backup Tool method of restoring data.
„ When you replicate an instance of ADAM as part of a configuration set,
you must perform an authoritative restore. At the time of writing, you can
find Microsoft’s procedure for performing an authoritative restore in the
section “To restore an ADAM instance” within the procedure “To
authoritatively restore ADAM data on an ADAM instance that belongs to a
configuration set” of the Microsoft ADAM online Help file.

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

1006 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

„ 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 SUS0601 v1
For details about installing and configuring Symposium Web Client
Release 4.5 SUS0601 v1, see “Step 6. Install SWC 4.5 SUS0601 v1 on the
target server,” on page 963.
„ You must ensure that the drive on which the backed up Symposium Web
Client was installed exists on the new server.

Restoring Symposium Web Client data (Windows Server 2003) on the

target server
The following list provides a quick overview of the tasks required to restore
Symposium Web Client data on the target server.

Note: Nortel recommends that you install all software in the same directories as
those used on your original application server.
1. On your target server Symposium Web Client installed, shut down the
SymposiumWC service.
2. Perform a restore using the appropriate backup and restore utility.
3. Manually restart the SymposiumWC service.
4. Restore the corresponding registry data.

Note: At this point your Symposium Web Client is operational except for
scheduled information.
5. Reactivate scheduled assignments.
6. If you have Network Control Center (NCC), go to the Configuration
component of Symposium Web Client and reactivate all routing table
scheduled assignments.

Restoring data files

You have two options for restoring data files:

Installation and Maintenance Guide 1007

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

„ Restoring data files using the Windows Backup Tool

„ Restoring data files using a third-party backup and restore utility such as
Veritas

To restore data files using the Windows Backup Tool

ATTENTION
You must shut down the SymposiumWC service before
starting the restoration procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

1 Browse to the backup file (.bkf) that you want to restore.

2 On the target server, restore the data from the most recent backup (.bkf)
file. To do this, follow the procedure “To restore files from a file or tape.” As
of the date of publication of this guide, you can find this documentation at
www.microsoft.com.
Note:
„ When using the Windows Backup Tool to restore the Symposium Web
Client data files, it is very important that you select the option to always
replace the files on the computer. As of the time of publication, you can
select this option in the Restore tab of the Options window (accessible
from the Tools menu), or when you are using the Restore Wizard in the
Advanced Options “How To Restore” page.

1008 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To restore data files using the Veritas Backup Exec 9.1 tool

ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Symposium Call Center
Server and Symposium Web Client as it 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, it has
an adverse effect on the operation of the system and may
require a complete system rebuild.

Nortel has also tested the Veritas Backup Exec 9.1 tool (build 4691), which can
be used instead of the Microsoft Windows Backup Tool to back up and restore
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 restore Symposium Web Client data, you must note the
following:
„ You must stop the SymposiumWC service prior to restoring from a Veritas
backup file. You must also ensure that Restore over existing files is
selected in the general properties for the restore job. For more information,
consult the Veritas application online Help.
„ The default installation of Veritas Backup Exec 9.1 uses the TCP port
10000, 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).
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.
„ To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult

Installation and Maintenance Guide 1009

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
„ 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. When restoring files, you must select
“Shadow Copy Components,” as well as any hard drive components
(Symposium Web Client folders).
„ When restoring data, you must ensure that “Restore over existing files” is
selected in the general properties for the restore job.
„ When you restore the Symposium Web Client ADAM files (Shadow Copy
Components), the SymposiumWC service is stopped automatically. You
must manually restart the service after the restoration is complete.

Reactivating Historical Reports and scheduled events

After restoring Symposium Web Client data to the new server, you must
reactivate Historical reports and scheduled events.

To reactivate Historical Reports and scheduled events

1 Launch the Historical Reporting component in Symposium Web Client.
2 In the Scheduled Events window, select all the scheduled assignments.
3 Click Activate.
4 Launch the Contact Center Management component in Symposium Web
Client.
5 Open each scheduled assignment and reactivate.

1010 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Testing your migrated data

After you have restored the files from the source server to the target server, test
the migration of the data by connecting to the target server and using
Symposium Web Client (logging into SWC with a user & password that had
been created on the source server). Compare the data that is shown on this target
server with the source server. Confirm also that all non-Active Directory data
(such as Historical Reporting templates) has been restored to the target server.

Backing up and restoring data on a coresident server

To keep data synchronized between Symposium Call Center Server and
Symposium Web Client on a coresident server, you must ensure that whenever
you back up one application, you also back up the other at the same time.

In a coresident environment, when you perform a full offline backup of the

server, the entire server is backed up, including both the Symposium Call Center
Server and Symposium Web Client applications. This backup method ensures
that the data between the two applications is always synchronized. You must
perform this type of backup with the third-party backup tool of your choice,
ensuring that it is compatible with Symposium Call Center Server. Nortel does
not specifically recommend any tool for its compatibility with Symposium Call
Center Server.

Whenever you perform a partial backup of Symposium Call Center Server, you
must ensure that you also perform a backup of Symposium Web Client.
Furthermore, you must store both backups in the same location.

Installation and Maintenance Guide 1011

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 11. Get documentation for the XML

Automated Assignments feature

If you are not upgrading this feature, then you can skip to “Step 12. Install
Crystal Enterprise 10 Embedded on the target server” on page 1013.

If you are upgrading the XML Automated Assignments feature, ensure that you
have the Contact Center - Manager Administrator’s Guide on hand for
instructions for using this feature. You can also consult other associated
documentation and engineering/development support resources for the XML
Automated Assignments feature, which are provided only through the Nortel
Developer Program. For information about obtaining the XML Automated
Assignment toolkit, contact a member of the Developer Program through the
Contact Us link on the web site at www.nortel.com/developer.

1012 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 12. Install Crystal Enterprise 10

Embedded on the target server

Note: If you have already installed this software on the server, you can skip to
the next step. See “Step 13. Upgrade the product software” on page 1022 for
details.

To work with the Historical Reporting component in Contact Center Manager

Administration, you must first manually install the Crystal Enterprise 10
Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so will halt the Contact Center
Manager Administration installation.

The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You do not need to purchase a separate license.

Installation and Maintenance Guide 1013

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To install Crystal Enterprise 10 Embedded

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA
folder of the Contact Center Manager installation DVD.

1014 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

4 In the CR10_EE folder, double-click the file setup.exe.

Result: The Welcome window appears.

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

Installation and Maintenance Guide 1015

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Accept the terms of the license agreement, and then click Next.
Result: The User Information window appears.

7 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type window appears.

1016 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.

9 Click Next.
Result: The system begins installing the software and the following window
appears.

Installation and Maintenance Guide 1017

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

10 When the installation is finished, the Completed window appears.

11 Click Finish.

To install Crystal 10.0 Common Hotfix patch

Note: The Crystal 10.0 Common Hotfix patch must be installed after installing
the Crystal Enterprise 10 Embedded software, and before installing Contact
Center Manager Administration.

1018 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.
Result: The Legal Disclaimer information appears.
6 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes will be stopped during the installation.

Installation and Maintenance Guide 1019

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

7 Read the warning and click Next.

Result: The Select Components screen appears.
8 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
9 Read the information and click Next.
Result: Windows will appear informing you of the services that are being
stopped. After the installation is complete, a dialog box appears asking if
you want to view a readme file.
10 Select Yes or No, depending on your preference
Result: A dialog will appear prompting you to restart your services.
11 Click Yes.
Result: The InstallShield Wizard Complete window appears.
12 Click Finish.

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 15. Install required hot fixes for third-party software” on page 1039.

What’s next?
You can now upgrade the Contact Center Manager Administration Release 6.0
software on the target server. For details, see Section B: “Upgrading the product
software,” on page 1021.

1020 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Section B: Upgrading the product

software

In this section
Step 13. Upgrade the product software 1022
Step 14. Apply the latest Service Update and Service Update Supplement1032
Step 15. Install required hot fixes for third-party software 1039

Installation and Maintenance Guide 1021

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 13. Upgrade the product software

Introduction
This step describes how to upgrade from Release 4.5 SUS0601 v1 of
Symposium Web Client (only when installed on a Windows Server 2003
platform) to Release 6.0 of Contact Center Manager Administration on the same
server.

You cannot use the procedures in this chapter to migrate Symposium Web
Client from a Windows 2000 Server platform to a Windows Server 2003
platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.”

To upgrade to Contact Center Manager Administration 6.0 on a new server, see

Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new
server.”

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.
„ If Symposium Web Client or Contact Center Manager Administration is
replicating ADAM with another server, the ADAM replication service must
be stopped on each replicating server until the upgrade is complete.

To stop replication on replicating servers

1 Click Start > Run.
2 In the text box, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 To disable outbound replication, type repadmin /options
+DISABLE_OUTBOUND_REPL.
6 Press Enter.

1022 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

7 Close all windows to complete the procedure.

Note: This command must be executed on all replicating servers.

To map drives to the source location of the product software

1 Insert the Contact Center Manager installation DVD into the Contact Center
Manager Administration server DVD-ROM drive.
2 Launch Windows Explorer and browse to the DVD drive.
3 Right-click on the DVD drive in the system tree.
4 Select Properties from the menu.
Result: The DVD Properties window opens.
5 In the DVD Properties window, select the Sharing tab.
Result: The Sharing window opens.

6 Select Share this folder.

7 In the Share name text box, type your share name.
8 Click Apply.
9 Click OK.
Result: The DVD Properties dialog box closes.
10 In Windows Explorer, select the Tools menu.

Installation and Maintenance Guide 1023

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

11 From the menu, select Map Network Drive.

Result: The Map Network Drive window opens.
12 In the Folder text box, enter the server details in the form of
\\<server>\<share >, where <server > is the system that contains the
physical DVD media and <share> is the share name.

13 Click Finish.
Result: The Map Network Drive window closes and your mapped drive
appears in the system tree.

To upgrade from Symposium Web Client 4.5 to Contact Center

Manager Administration 6.0
Notes:

Before performing this procedure, you must ensure the following tasks have
been completed:
„ You must map your drive to the source location of the product software. If
you have not mapped your drive to the source location of the product
software, see “To map drives to the source location of the product
software,” on page 1023.
„ If Symposium Web Client or Contact Center Manager Administration is
replicating ADAM with another server, the ADAM replication service must
be stopped on each replicating server until the upgrade is complete. For
details about stopping replication, see “To stop replication on replicating
servers,” on page 1022.

1024 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

1 Log on to the application server using the Administrator account.

Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, service updates, service update
supplements, or designer fixes and patches.
2 In the Contact Center Manager Administration server, browse to the drive
that you mapped to the source location of the product software.
Note: If you have not mapped your drive to the source location of the
product software, see “To map drives to the source location of the product
software,” on page 1023.
3 In the left pane, click the plus sign (+) next to drive that you mapped to the
source location of the product software.
Result: The folder expands.
4 In the right pane, click setup.exe.
Result: The File Download warning box appears.
5 Click Open.
Result: The Contact Center Manager DVD installer main menu opens.

Installation and Maintenance Guide 1025

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Select Contact Center Manager Administration from the components

list.
7 Click Install.
Result: The InstallShield Wizard checks that the required components
have been installed on the system. If the required components have been
installed, the Welcome to Contact Center Manager Administration Setup
Wizard window appears, immediately followed by the Upgrading the
Contact Center Manager Administration main setup window.

Note:
„ Any patches installed will be automatically removed by the installation
prior to the upgrade taking place.

1026 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Click Next.
Result: The Upgrading the Contact Center Manager Administration status
window appears, and the system copies new files to the Contact Center
Manager Administration server.

Installation and Maintenance Guide 1027

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Note:
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.
Occasionally, the window notifies you that you must close the
Add or Remove Programs window. In this case, click Retry. If the
upgrade does not proceed, then click Ignore. The upgrade proceeds.
„ You cannot upgrade to a previous version of Contact Center Manager
Administration. If you attempt to upgrade to a previous version, a
message box appears, prompting you to end the upgrade process.
9 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 has full administrative
privileges and is required for proper Contact Center Manager
Administration functionality.
Note: This window appears every time you install or upgrade Contact
Center Manager Administration. While you must type a password each
time, it does not have to be a new password; you can type the same
password each time.

10 In the Old Password text box, type the old password for this account.
Notes:
„ If you have forgotten or misplaced the old password, then you must
manually reset it before you can continue installing Contact Center

1028 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Manager Administration. Without halting this upgrade installation,

perform steps 1 to 7 in the procedure “To reset the iceAdmin password
in Windows,” on page 1922, and then return to this step to continue the
upgrade process. Use the password that you supply during the reset
procedure as the Old Password in this step.
„ After you finish installing Contact Center Manager Administration, you
can change this custom password. For details, see “Step 25. Configure
Agent Desktop Display parameters on the server” on page 1116.
11 In the New Password text box, type the new password for the iceAdmin
user account.
Notes:
„ It is not necessary to change your iceAdmin password to a new
password. If you want to keep the old password, type the same
password in the New Password text box.
„ If you choose to change the iceAdmin password, any shares configured
for exporting historical reports using the iceAdmin password must be
reconfigured.
„ After you finish installing Contact Center Manager Administration, you
can change this custom password. For details, see “Step 25. Configure
Agent Desktop Display parameters on the server” on page 1116.
12 In the Confirm Password box, type the new password again.
13 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 14.

Installation and Maintenance Guide 1029

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

1030 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

14 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 and Server SOAP templates.
After all files are installed, the Completing the Contact Center Manager
Administration Setup Wizard window appears.
Note: If you already have a version of Symposium Web Client installed and
are now performing an upgrade, the system modifies the identity
credentials of any scheduled tasks that you have saved in Contact Center
Management and Historical Reporting. If there are many tasks, this process
may take a few minutes. When the program finishes, the Installing
ServerSoapInstall window appears.
15 Click Finish.
Result: The Contact Center Manager Administration Installer Information
window appears, indicating that you must restart the Contact Center
Manager Administration server for the upgrade to take effect.
16 Click Yes.

To enable replication after the upgrade is complete

If you disabled replication on any replicating servers during the upgrade,
perform the following procedure on each replicating server to reenable
replication:
1 Click Start > Run.
2 In the text box, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 To enable outbound replication, type
repadmin /options -DISABLE_OUTBOUND_REPL.
6 Press Enter.
7 Close all windows to complete the procedure.

Note: This command must be executed on all replicating servers.

Installation and Maintenance Guide 1031

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 14. Apply the latest Service Update and

Service Update Supplement

Introduction
This step includes procedures for downloading and applying the latest Service
Update and Service Update Supplements for Contact Center Manager
Administration from www.nortel.com/espl.

For further details about downloading and applying Service Updates, Service
Update Supplements, and Designer Patches, see Chapter 13, “Applying Service
Updates, Service Update Supplements, and Designer Patches”.

Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP).
„ Service Updates (SUs) are major updates to software releases. They
include new features as well as major changes and fixes to the software.
Service Updates also include all relevant SUS and DPs that were issued
since the release of the last SU. Service Updates are numbered sequentially
in the format CCMA_6.0_SU_01, CCMA_6.0_SU_02, and so on. Service
Updates for Contact Center 6.0 are faster to download and install than the
Service Updates for previous releases because they do not include the entire
application, but only the changed or updated portions of the software.
„ Service Update Supplements (SUS) are fixes for Service Updates that are
required for all customers. SUS are much faster and easier to download
and install than Service Updates. SUS are numbered sequentially in the
format CCMA_6.0_SUS_0101, CCMA_6.0_SUS_0102, and so on. You
can install an SUS only if its corresponding Service Update is already
installed. For example, if SU01 is installed, then you can install
CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
„ Designer Patches (DP) are critical patches that are released to a limited
number of customers to address specific customer issues. DP are numbered
sequentially in the format CCMA_6.0_DP_010101,
CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure a

1032 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

location and installed on the recommendation of a Nortel support

technician. For details about installing Designer Patches, see Chapter 13,
“Applying Service Updates, Service Update Supplements, and Designer
Patches.”

Note: The numbers of the Service Updates, Service Update Supplements, and
Designer Patches shown in the previous bullets are listed as examples only.

Installation order for Service Updates and Service Update

Supplements
Every Service Update (SU) contains all the fixes included in previously released
SU and SUS. Therefore, you do not need to sequentially install all Service
Updates that are released.

For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, SUS0102 in the SU02 release.

Note: Designer Patches (DP) address critical issues for specific customers. A
DP is usually posted to a secure location and installed on the recommendation of
a Nortel support technician.

Installation and Maintenance Guide 1033

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Applying a Service Update or Service Update Supplement

ATTENTION „ When you install the latest Service Update, take

note of the Administrator account with which
you are currently logged on to the server. If you
have multiple Administrator accounts, you
must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and Designer
Patches on the server. If you install an update
with one account, and then try to install the next
update or uninstall the current patch while
logged on as a different account, the installation
or uninstallation fails.
„ Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater
than 24 characters. In this scenario, the License
Manager Service will not start and the Service
Update installation will fail. The
ServerSoapName value exceeds 24 characters
when your site references the Contact Center
Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL
of more than 24 characters in the SOAP
Configuration Parameters window during the
Contact Center Manager Administration
installation. For information about
troubleshooting this issue, refer to “Installation
of SU02 or SUS0201 fails because License
Manager Service does not start,” on page 1823.

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.
„ Before installing the Service Update or Service Update Supplement, Nortel
recommends that you verify the patch level currently installed on the server

1034 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
„ To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for
example, WinZip).

To apply the latest Service Update or Service Update Supplement

1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that may have been issued since the
release of the DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.
3 Download the latest Service Update and save it on the Contact Center
Manager Administration server. Service Updates are packaged as .zip files.
4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.
5 Extract the contents of the .zip file to the location of your choice.

Installation and Maintenance Guide 1035

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.

7 Click Yes to read the file, or No to proceed directly with the installation.
Notes:
„ The readme file can contain important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
„ If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
installation for the older patch again. For details on uninstalling patches,
see “Uninstalling an SU, SUS, or DP,” on page 1584.

1036 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Click Next.
Result: The Ready to Install window appears.

Notes:
„ If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
„ Click Next to remove the patches. When the system has finished
removing the patches, the installation of the new patch proceeds. See
step 9.
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

Installation and Maintenance Guide 1037

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

9 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.

Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
11 Repeat steps 6-11 to install other Service Update Supplements that
correspond to the latest Service Update.
12 After all the latest SU and SUS are installed, close all windows and restart
the server.

1038 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 15. Install required hot fixes for third-

party software

Introduction
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.

To install required hot fixes for third-party software

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, service updates, service update
supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
4 Nortel also recommends that you go to the web site www.nortel.com/espl to
check for any hot fixes that may have been issued since the release of the
DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

Installation and Maintenance Guide 1039

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

What’s next?
After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to
Contact Center Manager Administration 6.0 on the Contact Center Manager
Administration server, there are a number of postupgrade tasks that need to be
completed. For details, see Section C: “Postupgrade tasks on the CCMA server,”
on page 1041.

1040 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Section C: Postupgrade tasks on the

CCMA server

In this section
Step 16. Add the server to an existing domain (optional) 1042
Step 17. Add ASP.NET applications to IIS 1046
Step 18. Configure IIS settings for Report Creation Wizard 1050
Step 19. Add the IUSR_SWC account as the anonymous user account 1054
Step 20. Configure License Manager Service 1065
Step 21. Configure Logon Warning message (optional) 1069
Step 22. Configure Real-Time Reporting 1074
Step 23. Configure Emergency Help 1083
Step 24. Configure shared folders for Historical Reporting (optional) 1085
Step 25. Configure Agent Desktop Display parameters on the server 1116
Step 26. Change the iceAdmin user account password (optional) 1120
Step 27. Upgrade the XML Automated Assignments feature (optional) 1124
Step 28. Revert to source computer name or change computer name 1127
Step 29. Ensure computer name of CCMA server is correct on client PCs1137
Step 30. Accept the license agreement in Server Utility 1138
Step 31. Refresh your servers 1140
Step 32. Copy latest user guides to the CCMA server 1144
Step 33. Other postupgrade tasks 1146

Installation and Maintenance Guide 1041

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 16. Add the server to an existing domain

(optional)

Introduction
After you have installed Contact Center Manager Administration, you have the
option of adding your Contact Center Manager Administration server to an
existing Windows domain.

If you have already added your Contact Center Manager Administration server
to an existing domain or if you do not want to add your server to an existing
domain, you can skip this step and proceed directly to “Step 17. Add ASP.NET
applications to IIS” on page 1046.

You must add the server to an existing domain in the following scenarios:
„ If you are installing a replicating server, the replicating server must be
added to the domain of the primary server.
„ If you are installing a coresident server that includes a Communication
Control Toolkit server, there are some specific scenarios that require the
Contact Center Manager Administration server to be added to an existing
domain. For further information, refer to the Communication Control
Toolkit Installation and Maintenance Guide.

For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, refer to Chapter 17,
“Working with domains and workgroups.”

1042 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

Installation and Maintenance Guide 1043

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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.

1044 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Installation and Maintenance Guide 1045

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 17. Add ASP.NET applications to IIS

Introduction
In order for the Report Creation Wizard component of Contact Center Manager
Administration to function, IIS must be configured to support ASP.NET
applications.

Note: If you have already installed and configured IIS with Simple Mail
Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager
Administration server, proceed to “Step 18. Configure IIS settings for Report
Creation Wizard” on page 1050.

If you do not perform this task, the following error message will appear when
you attempt to launch Report Creation Wizard:
"Visual Studio.NET has detected that the specified Web
server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”

Note: You may be asked for your Windows 2003 Server installation CD during
the configuration steps of this procedure.

1046 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To configure Internet Information Services (IIS) to support ASP.NET

applications
1 On the server, click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.

Installation and Maintenance Guide 1047

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

2 In the left pane, click Add/ Remove Windows components.

Result: The Windows Components Wizard window opens.

3 Under Components, select Application Server, and then click Details.

Result: The Application server dialog box opens.

4 Under Subcomponents of Application Server, select the check box next

to the ASP.NET component.

1048 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

5 Click OK
Result: The Application server dialog box closes.
6 Click Next.
Note: If you are asked to insert your Windows Server 2003 installation disk,
insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.
8 Close all windows to complete the procedure.

Installation and Maintenance Guide 1049

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 18. Configure IIS settings for Report

Creation Wizard

Introduction
The task is required in order for the Report Creation Wizard component to
function.

To configure IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
Result: The folder expands.
4 In the left pane, click the plus (+) sign next to Default Web Site.
Result: The folder expands.

1050 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties window opens.

Installation and Maintenance Guide 1051

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Click the Create button to create an application

Result: RCW appears in the Application name box.

7 In Execute Permissions, select Scripts and Executables from the menu.

8 Click Apply to apply the changes.
9 Click OK to close the dialog box.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
Result: The folder expands.
11 In the left pane, click the plus (+) sign next to Application Pools.
Result: The folder expands.

1052 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

12 Click on DefaultAppPool.
Result: RCW appears as a default web site in the right pane.

13 Close all windows to complete the procedure.

Installation and Maintenance Guide 1053

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 19. Add the IUSR_SWC account as the

anonymous user account

Introduction
You must perform this procedure on Contact Center Manager Administration
servers running Windows Server 2003 after you have installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].

Note: You only need to perform this procedure once. If you upgrade Contact
Center Manager Administration after you perform this procedure, you do not
need to perform the procedure again.

There are two main parts to this procedure:

„ You must change the default password for the IUSR_SWC account to a
password of your choice.
„ Then you must add this user account as the IIS anonymous user account.

To add the IUSR_SWC account as the anonymous user account for

IIS
1 Click Start > Administrative Tools > Computer Management.
Result: The Computer Management window appears.

1054 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

Installation and Maintenance Guide 1055

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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 menu.
Result: A warning box appears.

1056 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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 in Step 20.
7 Click OK.
Result: A window appears confirming that the password has been set.

8 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.
9 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1057

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

1058 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

12 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1059

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1060 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

Installation and Maintenance Guide 1061

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

17 Click Find Now.

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

1062 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

18 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.

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

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

Installation and Maintenance Guide 1063

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

21 Click OK.
Result: The Confirm Password window appears.
22 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
23 Click OK to save your changes.
24 Close all windows.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the text box, type iisreset.
27 Click OK.
28 Close all windows to complete the procedure.

1064 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 20. Configure License Manager Service

Introduction
The License Manager Service—Configuration Setup utility is used to set up the
registry entries required to communicate with the License Manager Server that
is installed on Contact Center Manager Server. It also provides an option to log
the debug trace for the License Manager Service events.

On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.

For a coresident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields will be
read-only. It is assumed that for a coresident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server
installation procedure.

To configure the License Manager Service

Note: Click on the Cancel button to cancel any changes made during this
procedure.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, navigate to the LM Service Configuration folder by
clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

Installation and Maintenance Guide 1065

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

1066 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service—Configuration Setup window appears.

5 Enter the Primary LM Server's IP address/port number information.

Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
6 Enter the Standby LM Server's IP address/port number information
(optional, if available).
Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
Note: The LM Service log file (LMService.log) location is displayed. It is
located at the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
7 Select the LM Service log level from the menu. The available options are:
„ No logging: No events will be logged to LMService.log. However, if
errors or warning are received during the course of LMService
operation, the event will be written to the LMService.log.

Installation and Maintenance Guide 1067

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

„ Errors only: Only errors and warning events will be logged to the
LMService.log file.
„ Debug: All events including informational messages will be logged to
the LMService.log file.
8 If you selected Errors only or Debug in the LM Service Log Level, enter
the log file size.
Note: Default is 1 MB.
9 Click OK to submit the information.
Result: The Configuration Completed dialog box appears.

10 Click OK
Result: A dialog box appears, prompting you to restart the License
Manager Service.

11 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service has restarted.
12 Click OK.
13 Close all windows to complete the procedure.

1068 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 21. Configure Logon Warning message

(optional)

Introduction
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message will not be visible unless you configure your
message title and text in the Local Security Policy tool of Windows Server 2003.

Note: If you already have a domain security policy in place with a log-in
warning message configured, you will not be able to change the log-in warning
message using this procedure. In this case, you will need to contact your
Administrator to change the log-in warning message.

If you do not want to configure a log-in warning message, proceed to “Step 22.
Configure Real-Time Reporting” on page 1074.

Configuring your logon warning message

To configure your logon warning message title and text

1 Click Start > Administrative Tools > Local Security Policy.
Result: Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.
Result: The folder expands.

Installation and Maintenance Guide 1069

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 In the left pane, click the folder Security Options.

Result: The Security Options are displayed in the right pane.

4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon window appears.

6 Type your message title into the text box.

7 Click Apply.

1070 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.
9 In the list of Security Options, right-click the Security Option Interactive
logon: Message text for users attempting to log on.
10 Select Properties from the menu.
Result: The Interactive Logon window appears.

11 Type your warning message into the text box.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.
14 Close all windows to complete the procedure.

Installation and Maintenance Guide 1071

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To enable the logon warning message

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, click the Login Warning Message folder.

1072 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

3 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties window appears.

4 Ensure that the Use Login Warning Message box is selected. The
message that will be displayed is shown in the text box as read-only.

Note: Both the title and the text must be configured in the Security Policy tool
for the message to appear. For details, see “To configure your logon warning
message title and text,” on page 1069.
5 Click OK.
6 Close all windows to complete the procedure.

ATTENTION
The Use Login Warning Message setting is server-specific. If
the Contact Center Manager Server is part of a networked
contact center, this setting needs to be set on each Contact
Center Manager Administration server.

Installation and Maintenance Guide 1073

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 22. Configure Real-Time Reporting

Introduction
For Contact Center Manager Administration’s Real-Time Reporting component
to function properly, you must configure two different IP multicast addresses:
„ the Contact Center Manager Administration server receiving IP multicast
address (the address it uses to receive multicast data from Contact Center
Manager Server; it is the same as the IP multicast address on Contact
Center Manager Server)
„ the Contact Center Manager Administration server sending IP multicast
address (the address it uses to send multicast data)

Note: The Contact Center Manager Administration server sending and receiving
IP multicast addresses must be different.

The Contact Center Manager Administration server constantly monitors its

receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.

Note: The IP multicast address that the server in Contact Center Manager Server
uses to send data must be configured on Contact Center Manager Server. This
address is listed in the IP Multicast Group box. For details, see the Contact
Center Manager 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 Contact Center Manager Administration
server supports multicast clients, unicast clients, or both multicast and unicast
clients. For more information about these icons, see “Determining the
transmission method that is enabled on the Contact Center Manager
Administration server,” on page 1863.

1074 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Note: The unicast communication option applies only between the Contact
Center Manager Administration server and the client PCs. Because the Contact
Center Manager Administration server receives all the raw data from each server
in Contact Center Manager Server through multicast channels, this network
segment must always be multicast-enabled.

In certain circumstances, not all segments of a network are multicast-enabled

(for example, when the network equipment cannot support multicast, or when
the client PCs are at remote locations and connect over WAN or dial-up links
that do not support multicast). The unicast option can be used to provide users
located in the non-multicast sections with real-time data.

Note: If you choose, at a later date, to multicast-enable your entire network, you
may do so without upgrading Contact Center Manager Administration.

Multicast data transmission

This form of data transmission provides multipoint communication by
simultaneously delivering information from one sender (the Contact Center
Manager Administration server) to multiple receivers (client PCs) that receive
the information. The greatest advantage of IP multicasting is its ability to
transmit information to many recipients in a way that minimizes both the
bandwidth required to communicate across networks, and the resources required
by the sender to carry out the transmission.

This type of data transmission enables users to view nodal real-time displays,
network-consolidated real-time displays, Agent Desktop Display, and
Emergency Help notifications on the client PCs.

Unicast data transmission

Unicast data transmission requires that each client receive its own copy of the
data; therefore, a unicast configuration uses more network bandwidth than a
multicast configuration. In unicast, the data packets are duplicated on the
network, whereas in a multicast environment, each packet is sent only once.

Real-time displays viewed on one client PC that use the same data stream share
a single connection to the Contact Center Manager Administration server (for
example, a standard agent display and a private agent display both use the agent
moving window stream and can share a single unicast connection). Therefore,
for n client displays of different statistical types, there are n separate data
streams in operation, which introduces additional traffic on the network.

Installation and Maintenance Guide 1075

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

If a client opens a collection display (six displays in one screen), several unicast
channels are opened from the Contact Center Manager Administration server to
the client computer, one for each statistic type in the collection.

Unicast data transmission enables users to view:

„ nodal real-time displays only if there is a Contact Center Manager
Administration server located at each Contact Center Manager Server node
in the network
„ both nodal and network-consolidated real-time displays if the network
between the Contact Center Manager Administration server and each server
in Contact Center Manager Server is multicast-enabled

Note: Agent Desktop Display and Emergency Help notifications are not
available on client PCs that only receive unicast data.

To configure Real-Time Reporting

Note: If you are configuring a replicating server, you must ensure that the Real-
Time Reporting Configuration settings on the replicating server match the Real-
Time Reporting Configuration settings on the primary server.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

1076 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

2 In the left pane, under Applications, click Real-time Reporting.

Installation and Maintenance Guide 1077

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 In the right pane, click the RTR Registry Settings icon.

Result: The RTR Properties window appears.

4 In the IP Receive Address and IP Send Address boxes, type the correct
address information. The IP Receive address in Contact Center Manager
Administration must be the same as the multicast IP address in Contact

1078 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Center Manager Server; however, it must be different from the IP Send

address in Contact Center Manager Administration.

ATTENTION
If the server in Contact Center Manager Server is part of
a networked contact center, all servers in Contact Center
Manager Server within the network must have the same
multicast IP address. The IP Receive address for Contact
Center Manager Administration must match the common
multicast IP addresses of the servers in Contact Center
Manager Server (the address used to send multicast
data).

Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
5 Accept the default values in the Output Rate box (5000) and the
Transform Rate box (1000). You can adjust the default values; however,
reducing the Output Rate value and the Transform Rate value increases
the workload on the Contact Center Manager Administration server.
Note: The fastest rate at which multicast data from Contact Center
Manager Server reaches the end user in Contact Center Manager
Administration is equal to the highest value among the following settings:
„ the Multicast Rate at which data is sent from Contact Center Manager
Server to the Contact Center Manager Administration server (For more
information about Multicast Rates, see the Nortel Contact Center 6.0
Planning and Engineering Guide.)
„ the Output Rate at which the Contact Center Manager Administration
server sends data to client PCs
„ the Transform Rate at which the Contact Center Manager Administration
server processes data

Example
If the Contact Center Manager Server Multicast Rate is set to 2
seconds, the Contact Center Manager Administration server Transform
Rate is set to 1 second, and the Contact Center Manager Administration
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.

Installation and Maintenance Guide 1079

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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 Contact Center
Manager Administration server. Notify users of the Real-Time Reporting
component of these rates so they can adjust the refresh rate
accordingly. For more information about adjusting rates and assessing
performance, see the Contact Center - Manager CapTool User’s Guide.
6 Accept the default value in the OAM Timeout box (10000).

ATTENTION
You may need to increase the OAM Timeout value if the
following situations occur:
„ You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Manager Server and the network is slow.
„ Your contact center has a large numbers of agents or
skillsets. In this case, it may not be possible to return
a large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this 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).

7 Nortel recommends that you leave the Compress Realtime Data Packets
check box selected, which is the default setting. If you clear this check
mark, then you disable real-time data packet compression.
8 In the Transmission Options area, click the button beside the
transmission mode that is required for the site. Choose one of:
„ Multicast only if your network supports multicast traffic (recommended),
and proceed to step 11.
„ Unicast only if you do not want any multicast traffic on your network,
and proceed to step 9.
„ Multicast and Unicast if you want to support both transmission types,
and proceed to step 9.

1080 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

9 If you select either Unicast or Multicast and Unicast, the Maximum

Unicast Sessions area appears at the lower section of the window.

10 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 Contact Center Manager
Administration 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 Contact Center Manager Administration
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 the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide.
11 Click the Restart Real Time Reporting Service check box to select it.

Installation and Maintenance Guide 1081

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

12 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service has restarted successfully.
13 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Real-Time
Reporting Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

1082 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 23. Configure Emergency Help

The Emergency Help component only functions if you are using the multicast
communication method from the Contact Center Manager Administration server
to the client PC.

Note: If you are configuring a replicating server, you must ensure that the
Emergency Help Configuration settings on the replicating server match the
Emergency Help Configuration settings on the primary server.

To configure Emergency Help

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Applications Configuration window appears.

2 In the left pane, navigate to the Emergency Help folder by clicking the (+)
sign next to the Nortel Networks folder and the (+) sign next to the
Applications folder.
3 In the left pane, click the Emergency Help folder.
Result: The Emergency Help Configuration window appears.

Installation and Maintenance Guide 1083

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

4 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties window appears.

5 In the IP Send Address box, type the IP address to which the Contact
Center Manager Administration server sends Emergency Help information.
This IP Send address can be the same as or different from the IP address
that the Contact Center Manager Administration server uses to send Real-
Time Reporting and Agent Desktop Display data to client PCs.
6 Click the Restart Emergency Help Service check box.
7 Click OK.
Result: The system restarts Emergency Help.
8 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Emergency
Help Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

1084 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 24. Configure shared folders for

Historical Reporting (optional)

Introduction
This step documents procedures for the following tasks:
1. Creating a shared folder for exporting scheduled reports
This task is required if you want to create a shared folder on the Contact
Center Manager Administration server or the client PC so that multiple
users can access scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports
This task is required if you want to synchronize imported reports to
automatically update with changes to the original reports on the network
computer.

Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.

You have two options for creating this shared folder:

Option 1: You can create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.

Option 2: You can create a shared folder on the client PC for exporting
scheduled reports.

Option 1: To create a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

Installation and Maintenance Guide 1085

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Note: Granting change and read permissions to the scheduled report account
(that is iceAdmin or domain account) only provides a higher level of security.
However, granting change and read permissions to the Everyone group provides
more flexibility because Contact Center Manager Administration users can
download exported report output files from the shared folder without special
permissions. Choose the option that is most appropriate for the security policy of
your organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), follow the
steps below:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Right-click on the target folder and grant change/read permissions to
Everyone.

For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report will be sent. The path must have
the format \\<Contact Center Manager Administration server name>\<shared
folder name>\<file name>, without the file extension. That is, if the Contact
Center Manager Administration server computer name is appsrvr, the shared
folder name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.

Note: Scheduled reports use the local administrator account named iceAdmin or
the domain account set up by the administrator in the iceAdmin Password
Change Utility to run, print and export the scheduled report.

1086 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.

To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.

Installation and Maintenance Guide 1087

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Option 2: To create a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC:

Contact Center Scheduled Steps required

Manager Report Account to export
Administration (using iceAdmin scheduled
Server Password report to client
Configuration Change Utility) PC

1 CCMA on a iceAdmin 1 Create a local

workgroup iceAdmin account
OR on the destination
PC with the same
CCMA on a password as on the
network domain CCMA server.
2 Grant “Change”
and “Read”
permissions to the
iceAdmin account
on the export
folder on the
destination client
PC.

2 CCMA on a Domain account 1 The destination

network domain (that is, the CCMA client PC must be
server has been set on the same
up for Domain domain as the
account for CCMA server.
Scheduled 2 Grant “Change”
Reports) and “Read”
permissions to the
CCMA scheduled
report domain
account on the
export folder of
the destination PC.

1088 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

You can only export scheduled reports to client PCs that are within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared
folder on the client PC, and grant change and read permissions to the scheduled
reports account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).
1. To create a shared target folder with change and read permissions to the
iceAdmin account, follow the steps below:
„ Click Administrative Tools > Computer Management > Local Users
and Groups > Users.
„ Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Grant change/read permissions to the local iceAdmin account on the
folder

Note: When iceAdmin password is changed on the Contact Center Manager

Administration server by the administrator, the iceAdmin password must also be
changed to the same password, as defined on the Contact Center Manager
Administration server, on the client PC.
2. To create a shared folder with change and read permissions to the
scheduled reports domain account on the client PC, follow the steps below:
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.

Note: This option will not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager
Administration server.

Installation and Maintenance Guide 1089

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report will be
sent. The path must have the format \\<client PC computer name>\<shared
folder name>\<file name>, without the file extension. Alternatively, you can
use the Browse button to select your shared folder for export file.

Example: If you want to export the Agent Performance report to a shared folder
on the client PC, and the client PC computer name is clientpc, the shared folder
name is reports, and you decide to call the report agent, you type
\\clientpc\reports\agent in the Output box.

For details about configuring user access privileges, see the Microsoft Windows
Server 2003 documentation. If you require additional information about creating
and mapping folders, see your Microsoft documentation.

Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you do not need to have access to
the original report template because the imported copy is run from the Contact
Center Manager Administration server.

However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you select
this value when importing the report, then, when you subsequently run the
imported report in Contact Center Manager Administration (either ad hoc or
scheduled), the system checks the network folder in which the original report is
stored to see if any changes have been made to it. If the original report has
changed, then the system synchronizes these changes with the imported report
before running it. This process is automatic and invisible to the user.

If you have made changes to several original reports after importing them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.

1090 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

In this window, when you click Submit, the system synchronizes the changes
that you have made to all original reports stored in shared folders on a network
PC with the copies stored on the Contact Center Manager Administration server.
However, because this may be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either ad hoc or scheduled).

Before you can use the report synchronization feature, you must set up the
shared folder on the network PC with the appropriate access privileges
according to your organization’s security policy.

ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, the user imported reports (only
when run as scheduled reports) might not be synchronized
automatically because the Contact Center Manager
Administration server account that is used for scheduled
reports, iceAdmin, might not have access to the network
directory. In this scenario, to synchronize the affected user
imported reports, follow the procedure “To manually
synchronize changes made to user imported templates” in
the Contact Center Manager Administration online Help, or
run the report ad hoc whenever the original report template
is modified on the source network location.

Options for configuring a shared network folder for synchronizing

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from those listed below.
„ Contact Center Manager Administration server is part of a workgroup
If your server is part of a workgroup, then the network PC must also be a
member of the same workgroup or be a part of the Contact Center Manager
Administration server network domain. For details, see “Creating a shared
network folder (Contact Center Manager Administration server part of a
workgroup),” on page 1092.
„ Contact Center Manager Administration server is a member of a
network domain If your server is part of a network domain, then the

Installation and Maintenance Guide 1091

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

network PC must also be a member of the same network domain.

Additionally, the directory security account of the server default web site
must be set to the network domain account. For details, see “To set the
directory security account of the server default web site to the network
domain account,” on page 1101. After you have set the directory security
account of the server default web site to the network domain account, you
can proceed to “Creating a shared network folder (Contact Center Manager
Administration server member of network domain),” on page 1101.

Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
You have two options for sharing this folder:
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, see “Option 1:
Share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 1092.

or
„ You can share the folder with read permissions for the IUSR_SWC and
iceAdmin accounts (these accounts are used by the Contact Center Manager
Administration server). For details, see “Option 2: Share the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server),”
on page 1096.

Choose the option that best suits your company’s security policy.

Option 1: Share the folder with read permissions for the Everyone
account and enable Guest account on the network PC
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.

1092 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 1093

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

1094 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower section of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 In the right pane, double-click the Users folder.
Result: A list of users appears in the right pane.

Installation and Maintenance Guide 1095

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

14 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: Share the folder with read permissions for the IUSR_SWC
and iceAdmin accounts (these accounts are used by the Contact
Center Manager Administration server)

Notes: If you choose this option, you must keep in mind that you will have to
maintain two additional accounts on the network PC. There are also possible
security issues involved since the Contact Center Manager Administration server
uses these accounts to run the web site.

To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager
Administration server.

1096 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

1 On the network PC, create a folder to store your user-created report

templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the network
PC with the same passwords as those which are used on the Contact
Center Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User window appears.

5 In the User name box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
8 In the Confirm password box, type the same password again.
9 Clear the check mark beside User must change password at next logon.
10 Select the check box beside Password never expires.
11 Click Create.

Installation and Maintenance Guide 1097

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
Contact Center Manager Administration server.
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder.
14 Now you must grant read permissions to both these accounts, as follows:
On the network PC, open Windows Explorer.
15 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

1098 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

16 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

17 Click the Share this folder option button.

Installation and Maintenance Guide 1099

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

18 Click Permissions.
Result: The Permissions window opens.

19 In the Permissions window, in the Name box, select Everyone (if

available).
20 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups window appears.

1100 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
27 Click Apply.
28 Perform steps 21 to 27 to add read permissions for the iceAdmin user
account.
29 Click OK to save your changes and close the <folder name> Properties
window.

Creating a shared network folder (Contact Center Manager

Administration server member of network domain)
Before creating a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default web site to the network domain account.

To set the directory security account of the server default web site
to the network domain account

Note: This procedure must be completed if you want to create a shared network
folder (Contact Center Manager Administration server member of network
domain). After you set the directory security account of the server default web
site to the network domain account using this procedure, proceed to “Option 1:
To share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 1107.

Installation and Maintenance Guide 1101

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double-click Backup Operators.
6 Click Add.
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain in which the network domain
account belongs. Click OK. Then enter the domain account as
<domainname>/account name.
8 Click OK
Note: If you cannot see the domain account on the Contact Center
Manager Administration server, contact your network administrator for
resolution.
9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.

1102 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1103

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1104 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

Installation and Maintenance Guide 1105

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
Note: If you are logged on to the local machine, and not the domain, enter
your username and password when prompted.
18 Select the network domain, and click OK.
Note: If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
Result: The list of all the user accounts configured on the server appears.
20 From the list of user accounts, select the network domain account, and
then click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
Result: The Authentication Methods window reappears, with the
network domain user account shown, except now the Password box is
empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The Confirm Password window appears.
24 Type the password again, and then click OK.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
25 Click OK to save your changes.
26 Close all windows.
27 You must now reset IIS. Click Start > Run.
28 Type iisreset.
29 Click OK.
30 You are now ready to create a shared network folder (Contact Center
Manager Administration server member of network domain).

1106 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

You have two options for creating a shared network folder (Contact Center
Manager Administration server member of network domain):
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, “Option 1: To
share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 1107.

or
„ You can share the network folder with Read permissions for the domain/
directory security account used for Contact Center Manager Administration
server. For details, see “Option 2: To share the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server:,” on page 1111.

Choose the option that best suits your company’s security policy.

Option 1: To share the folder with read permissions for the

Everyone account and enable Guest account on the network PC

Note: To perform this procedure, your server and the network PC must be
members of the same network domain. Additionally, the directory security
account of the server's default web site must be set to the network domain
account. If you are using the IUSR_SWC account, you must replace it with the
network domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of the
server default web site to the network domain account,” on page 1101, before
you begin this procedure.
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.

Installation and Maintenance Guide 1107

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

1108 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 1109

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower portion of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 Double-click the Users folder, and then select Guest in the right pane.
Note: If Guest does not appear in the right pane, the user, Guest, may
have been renamed. If this is the case, you must contact your network
administrator.

1110 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

14 Right-click Guest, and then select Properties.

Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: To share the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server:

Notes:
„ In this procedure, your server and the network PC must be members of the
same network domain. Additionally, the directory security account of the
server's default web site must be set to the network domain account. If you
are using the IUSR_SWC account, you must replace it with the network
domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of
the server default web site to the network domain account,” on page 1101,
before you begin this procedure.

Installation and Maintenance Guide 1111

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

„ Before you perform this procedure, ask your network administrator which
domain account was used on the Contact Center Manager Administration
server for IIS directory security. This is the account that you need to use in
this procedure.
„ If you choose this option, you must manually synchronize any changes
made to the original report with the local copy of the report by using the
menu option Report > Synchronize user imported report templates. (For
scheduled reports only. Ad hoc reports can read the templates from the
network drive.)
„ Nortel recommends that you only synchronize the imported report template
when no scheduled reports are running.
1 On the network PC, create a folder to store your user-created report
templates
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

1112 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 1113

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone (if

available).
8 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
9 Click Add.
Result: The Select Users or Groups window appears.

1114 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that was used
to join the Contact Center Manager Administration server to the network
domain, and then click OK.
Result: The account appears in the Select Users or Groups window.
13 Click OK.
Result: The account appears at the top of the Permissions window.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
15 Click OK.
16 Click OK to save your changes and close the <folder name> Properties
window.

Installation and Maintenance Guide 1115

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 25. Configure Agent Desktop Display

parameters on the server

Introduction
Note: The Agent Desktop Display component only functions if you are using
the multicast communication method from the Contact Center Manager
Administration server to the client PC.

To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must also
have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly.

1116 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To configure Agent Desktop Display parameters on the server

1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.

2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see “Step 22.
Configure Real-Time Reporting” on page 1074.
Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

Installation and Maintenance Guide 1117

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
Note: When the number of agents who have logged on to the application
reaches this number, any additional agents who try to log on will receive a
message informing them to try again later. If you do not type a value in this
box, the system uses the default value of 1000 agents. The maximum value
that you can type in this box is 3000 agents. For information about
performance and sizing requirements for Contact Center Manager
Administration, see the Contact Center Planning and Engineering Guide.
5 In the View mode list, select the mode in which you want to view the data
that has been collected.
„ Moving window: In moving window mode, statistics shown represent
the last 10 minutes of system activity.
„ Interval-to-date: In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 Select the check box next to Agents phoneset login required for ADD if
you require that your agents be logged on to their phonesets before they
can launch Agent Desktop Display. If you do not require that your agents
be logged on to their phoneset before they can launch Agent Desktop
Display, do not select the check box next to Agents phoneset login
required for ADD.
Note: When this option is turned off, and an agent logs on to the Agent
Desktop Display client application, the agent will only see data if other
agents are logged on to skillsets to which the agent is assigned.
7 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents will not be prompted to
download the upgrade when an Agent Desktop Display client upgrade
becomes available.
8 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
9 Click the check box in the Show column if you want to add the statistics
column to the displays.

1118 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

10 Arrange the order in which the statistics columns appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
11 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you have not set the threshold levels in the Configuration
component of Contact Center Manager Administration or in Contact Center
Manager Server, the values appear in white in the Agent Desktop Display.
12 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.
13 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
14 Click Once to indicate that a beep should occur only once, or click
Continuously to indicate that a beep should occur continuously until the
statistic reaches an acceptable value.
15 Click Save.

Installation and Maintenance Guide 1119

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 26. Change the iceAdmin user account

password (optional)

This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to “Step 27. Upgrade the XML Automated
Assignments feature (optional)” on page 1124.

After you have installed Contact Center Manager Administration 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.

Note: If you have forgotten or misplaced the iceAdmin password, then you must
reset it. For details, see “To reset the iceAdmin password in Windows,” on page
1922.

ATTENTION
When you install Contact Center Manager
Administration, the Contact Center Manager
Administration setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration 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 Contact Center
Manager Administration either as webadmin or as any
other user.

To change the password for the iceAdmin user account

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.

1120 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.
3 Click the IceAdmin Password Change folder in the left pane.
Result: The IceAdmin Password Change window appears.

Installation and Maintenance Guide 1121

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change window appears.

5 In the Old Password box, type the old password for this account.
6 In the New Password box, type the new password for the iceAdmin user
account.
7 In the Confirm Password box, type the password again.
8 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 9.

1122 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
9 Click OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components.

Installation and Maintenance Guide 1123

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 27. Upgrade the XML Automated

Assignments feature (optional)

Introduction
If you have installed the XML Automated Assignments feature, then you must
upgrade it by uninstalling the existing version of the software and reinstalling
the new version.

To uninstall this feature from the server, use the Windows Add or Remove
Programs utility. To install the feature, see the procedure that follows.

You can also consult associated documentation and engineering/development

support resources for the XML Automated Assignments feature, which are
provided only through the Nortel Developer Program.

For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link at
www.nortel.com/developer. General information about the Developer Program,
including an online membership application, is also available on this site.

To install the XML Automated Assignments feature

1 Insert the Contact Center Manager installation DVD into the drive.
2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click the file Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

1124 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

5 Click Next
Result: The Customer Information window appears.

6 Type your username and the name of your organization, and then click
Next.
Result: The Destination Folder window appears.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files

Installation and Maintenance Guide 1125

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
Result: The Ready to Install the Program window appears.

8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
9 Click Finish to complete installing the program.

1126 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 28. Revert to source computer name or

change computer name

Introduction
This step is only required if you want to change the computer name after
installation. For example, after installing the application on the target server, you
may want to revert to the computer name of source server. If you do not want to
change the computer name after installation, you can skip this step and proceed
directly to “Step 29. Ensure computer name of CCMA server is correct on client
PCs,” on page 1137.
If you change the computer name of the Contact Center Manager Administration
server after installation, you need perform postchange tasks to successfully
connect to a Contact Center Manager Administration server with a new name.
The tips for changing the computer name and suggested postchange tasks vary
based on whether the server is coresident with Contact Center Manager Server
or stand-alone. See the appropriate scenario below for a list of the required tasks.

Changing the computer name of a stand-alone server

If you change the computer name of the Contact Center Manager Administration
server after you install the Contact Center Manager Administration software,
you must perform the following tasks to reset the name so that the Contact
Center Manager Server and the Contact Center Manager Administration
function properly:

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

Installation and Maintenance Guide 1127

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

1. An administrator or support technician must run the Contact Center

Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
SOAP processes do not function properly (because they still refer to the old
computer name), and you cannot work with the components that require
SOAP functionality, such as Configuration. For details about how to reset
the SOAP files to reflect the new computer name, see “To run the
ChangeSOAPSrv utility” on page 1129.
2. An administrator must reset the IUSR_SWC account to reflect the new
computer name. For details, see “To reset the IUSR_SWC account to
reflect a new computer name,” on page 1130.
3. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For details, see “To reset the iceAdmin
password after a CCMA server name change,” on page 1134.

Changing the computer name of a coresident server

On a coresident server, after you change the computer name, you must perform
the following tasks to reset the name so that Contact Center Manager Server and
Contact Center Manager Administration function properly:

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

1. An administrator must run the Contact Center Manager Server Computer

Name Sync utility. For details, see the Contact Center Manager Server
Installation and Maintenance Guide.
2. An administrator or support technician must run the Contact Center
Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
SOAP processes will not function properly (because they still refer to the

1128 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

old computer name), and you will not be able to work with the components
that require SOAP functionality, such as Configuration.
3. An administrator must reset the IUSR_SWC account to reflect the new
computer name.
4. An administrator must reset the iceAdmin by running the iceAdmin
PasswordChange utility. For details, see “To reset the iceAdmin password
after a CCMA server name change,” on page 1134.

To run the ChangeSOAPSrv utility

If you have received a pop-up message indicating that you must run the
ChangeSOAPSrv utility, perform this procedure.
1 Make note of the path that appears in the pop-up message. If you have
already closed the message, you can make it reappear by launching the
same Contact Center Manager Administration component again (for
example, Configuration).
2 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C: is the drive on which Contact
Center Manager Administration is installed.
3 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
4 Press Enter.
Result: A window appears, showing the updated SOAP files.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).

Installation and Maintenance Guide 1129

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1130 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

7 Click Browse.
Result: The Select User window appears.

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

Installation and Maintenance Guide 1131

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

9 Click Find Now.

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

1132 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

Installation and Maintenance Guide 1133

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

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.

To reset the iceAdmin password after a CCMA server name change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

1134 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 8.

Installation and Maintenance Guide 1135

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both
times, and then resets the password in all required components.

1136 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 29. Ensure computer name of CCMA

server is correct on client PCs

When you migrate to a new server, you must ensure that the computer name of
the Contact Center Manager Administration server is correct on each client PC.

Installation and Maintenance Guide 1137

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 30. Accept the license agreement in

Server Utility

Introduction
If you have installed or upgraded Contact Center Manager Server, you must
accept the licence agreement on the Server Utility on the Contact Center
Manager Server before you can log on to the Contact Center Manager
Administration server. If you have not upgraded or performed a new installation
of Contact Center Manager Server, you can skip the procedure and proceed to
“Step 31. Refresh your servers,” on page 1140.

To accept the license agreement in Server Utility

Note: If you have not installed Server Utility on the Contact Center Manager
Server from the Contact Center Manager installation DVD, refer to the
installation procedures in the Contact Center Manager Server Installation and
Maintenance Guide.
1 On the Contact Center Manager Server, click Start > All Programs >
Nortel Contact Center > Server Utility > Server Utility.
Result: The Nortel Contact Center Manager Server Utility Login window
appears.

1138 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

2 Enter the sysadmin User ID and password, and the server name or IP
address in the text boxes.
3 Click OK.
Result: The End User License Agreement window appears.

4 Read the End User License Agreement.

5 Click Accept.
Result: The Change Password window appears.

6 In the Old Password text box, type the old password.

7 In the New Password text box, type the new password.
8 Confirm the new password, and click OK.
Result: The Server Utility starts.
9 Close all windows to complete the procedure.

Installation and Maintenance Guide 1139

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 31. Refresh your servers

Introduction

ATTENTION
You must complete this step. If you do not manually refresh
all Contact Center Manager Servers after upgrading to Contact
Center Manager Administration 6.0, your Contact Center
Manager Administration will not function correctly.

If either of the following situations have occurred, use the Refresh All Servers
function to refresh all servers at the same time:
„ You have upgraded from Symposium Web Client 4.5 SUS0601 v1 or later,
or have upgraded from a previous version of Contact Center Manager
Administration.
„ The Contact Center Manager Administration Server is changed to connect
to a standby Contact Center Manager Server.

Note: If you have changed the password of sysadmin in the Server Utility, you
will need to change the password in that server.

To refresh all servers

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

a. Start Internet Explorer.
b. In the Address box, type the server name. For example, http://
<Contact Center Manager Administration Server name>.
Note: You must log on using the Contact Center Manager Administration
server name instead of the IP address, as the SOAP files are configured to

1140 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

use the server name. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
c. Press Enter.
Result:
„ If you have not configured the Contact Center Manager Administration
server name as Trusted Site with the relevant Active X Download values
selected, the Trusted Sites Warning Message window appears. For
details about configuring the Contact Center Manager Administration
server name as a Trusted Site, see “To configure Internet Explorer 6.0
on the client PC” on page 258.
„ If you have not installed the client version of SOAP 3.0 on the PC, a
warning message appears, notifying you that you must install this
software. For details about installing it, see “Step 4. Install Simple
Object Access Protocol” on page 270.
„ If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, then the Contact Center Manager

Installation and Maintenance Guide 1141

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Administration server displays the Contact Center Manager

Administration main logon window.

d. Enter your webadmin user ID and password in the text boxes.

e. Click Login.
Result: The Contact Center Manager Administration main window
appears
2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.

1142 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that have been successfully refreshed and the servers that did not
refresh. An entry specifying the servers that were successfully refreshed
will also appear in the Audit Trail.

Installation and Maintenance Guide 1143

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 32. Copy latest user guides to the CCMA

server

Introduction
Supervisors and administrators can access certain documentation directly
through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
Administration server.

The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection web site (www.nortel.com/helmsman).

Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.

To copy the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
Note: Only the following guides can be accessed directly from Contact
Center Manager Administration. However, the remaining guides from the
Contact Center 6.0 documentation suite are also available on Helmsman
and can be downloaded to the directory of your choice.
„ Contact Center Supervisor’s Guide
„ Contact Center Administrator’s Guide
„ Contact Center What’s New Guide
„ Contact Center NCC Administrator’s Guide

1144 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

„ Contact Center Historical Reporting and Data Dictionary

„ Contact Center Scripting Guides
5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
...\program files\Nortel Network\WClient\Apps\documentation\guides
6 Ensure the file names match the links from the application:
„ Supervisors Guide.pdf
„ Administrators Guide.pdf
„ Whats New Guide.pdf
„ NCC Administrators Guide.pdf
„ HRDD.pdf
„ M1 Scripting Guide.pdf

Note: You must download Adobe Acrobat Reader on the client PCs to launch
the guides from the Contact Center Manager Administration server.

Installation and Maintenance Guide 1145

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 33. Other postupgrade tasks

Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks, if you have not already done so:
„ Configure the Windows SNMP service on the server.
„ Select the types of events you want to forward to the NMS.
„ Configure the NMS.

For more information, see Chapter 16, “Working with CCMA events.”

Verify your security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Manager Administration, refer to Chapter 18, “Managing security.”

What’s next?
Configure the client PC. For details, see Section D: “Configuring the client PC,”
on page 1147.

1146 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Section D: Configuring the client PC

In this section
Step 34. Ensure that the client PCs meet all requirements 1148
Step 35. Install .NET Framework v. 1.1 (optional) 1149
Step 36. Log on to Contact Center Manager Administration 1152
Step 37. Download controls to the client 1158

Installation and Maintenance Guide 1147

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 34. Ensure that the client PCs meet all

requirements

Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display
software, ensure that all client PCs meet the minimum requirements for this
Release. For details, see the Contact Center Manager Administration Technical
Requirements and Operating System Configuration Guide.

1148 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Step 35. Install .NET Framework v. 1.1

(optional)

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

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

You also need to add the Contact Center Multimedia server to the list of servers
that are administered by Contact Center Manager Administration. For details
about installing the Contact Center Multimedia server, refer to the Nortel
Contact Center Multimedia Installation and Maintenance Guide. For details
about adding the Contact Center Multimedia server to the list of servers
administered by Contact Center Manager Administration using the
Configuration component, refer to the Nortel Contact Center Manager -
Administrator’s Guide.

If you will not be using the Outbound Campaign Management Tool component,
you can skip this step and proceed directly to “Step 36. Log on to Contact Center
Manager Administration” on page 1152.

Prerequisites for installing the .NET Framework

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

Installation and Maintenance Guide 1149

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To check for the .NET Framework on a client machine

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

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

To install the .NET Framework on a client machine

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

1150 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 When the installation is complete, click OK.

Installation and Maintenance Guide 1151

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 36. Log on to Contact Center Manager

Administration

Introduction
After you have installed and configured the required third-party software on the
client PC (Internet Explorer version 6.0 with the latest supported Service Pack
and SOAP 3.0), log on to Contact Center Manager Administration to test the
installation.

In order to perform the procedures in this chapter, you must be able to log onto
the Contact Center Manager Administration Server. To be able to log onto the
Contact Center Manager Administration Server, you must accept the licence
agreement on the server utility.

Note: If you upgraded your Contact Center Manager Server at the same time,
you will need to upgrade the license agreement in Server Utility. For details, see
“Step 37. Download controls to the client,” on page 1158.

Note: You must also refresh your servers after an upgrade. For details, see “Step
31. Refresh your servers,” on page 1140.

To log on to Contact Center Manager Administration

When you log on to Contact Center Manager Administration after installation,
you must log on as the default administrator, webadmin. For security reasons,
Nortel highly recommends that you change the default password when you first
log on to the application. Contact Center Manager Administration user
passwords can only contain English characters and special characters.

1152 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To log on to the Contact Center Manager Administration server and

change the default password

ATTENTION
When you change the webadmin password, you
must ensure that you do not lose or forget the new
password or you cannot log on to Contact Center
Manager Administration as the webadmin
administrator. In this case, you must uninstall and
reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with
the default password.
Tip: To avoid this scenario, immediately after
installing Contact Center Manager Administration,
log on to the Contact Center Manager Administration
server as webadmin, and create a new administrator
account of your choice (for example, tempadmin),
giving this user account Access and Partition
Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to
the Contact Center Manager Administration server as
tempadmin and change the webadmin password. For
more information about adding Contact Center
Manager Administration users, see the online Help.

1 Start Internet Explorer.

2 In the Address box, type the server name. For example, http://<Contact
Center Manager Administration Server name>.
Note: You must log on using the Contact Center Manager Administration
server name instead of the IP address as the SOAP files are configured to
use the server name. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
3 Press Enter
Result:
„ If you have not configured the Contact Center Manager Administration
server name as Trusted Site with the relevant Active X Download values
selected, the Trusted Sites Warning Message window appears. For

Installation and Maintenance Guide 1153

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

details about configuring the Contact Center Manager Administration

server name as a Trusted Site, see “To configure Internet Explorer 6.0
on the client PC” on page 258.
„ If you have not installed the client version of SOAP 3.0 on the PC, a
warning message appears, notifying you that you must install this
software. For details about installing it, see “Step 4. Install Simple
Object Access Protocol” on page 270.
„ If you have already configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, then the Contact Center Manager
Administration server displays the Contact Center Manager
Administration main logon window.

Note: Click About Contact Center Manager Administration to view a

dialog box containing details of the Contact Center Manager Administration
build number and Service Update version. Click OK to close.

1154 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

4 Click Change Password.

Result: The Change Password window appears.

5 Enter the default password.

6 Enter a new password.
Note: Contact Center Manager Administration user passwords can only
contain English characters and special characters.
7 Reenter the new password.
Note: You can only modify the password of the default username. You
cannot change the default username, webadmin.
Tip: If you lose or forget the new webadmin password, you cannot log on to
Contact Center Manager Administration as the webadmin administrator. In
this case, you must uninstall and reinstall Contact Center Manager
Administration to reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety precaution, you can
now open Access and Partition Management and create a new user
account with administrator rights, such as tempadmin. If you forget or lose
the new webadmin password that you entered, you can log on to the
Contact Center Manager Administration server as tempadmin and change
the webadmin password.

Installation and Maintenance Guide 1155

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

8 Click Submit.
Result: The default password is changed and the main logon window
reappears.

9 Enter the new username and new password.

Note: If you have configured a log-in warning message, this message will
appear.

1156 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

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

Installation and Maintenance Guide 1157

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 37. Download controls to the client

Introduction
All Contact Center Manager Administration components, with the exception of
the Audit Trail component, require that you download controls to your client PC
in order to ensure proper functionality in each of the components. For a list of all
controls required by Contact Center Manager Administration components, see
“Controls that are downloaded to the client PC,” on page 1159.

The required controls used by Contact Center Manager Administration are

contained in .cab files that are digitally signed. Nortel recommends that you
configure Internet Explorer to “enable” or “prompt” for downloading signed
ActiveX Controls (see “To configure Internet Explorer 6.0 on the client PC,” on
page 258). When the browser is configured to “enable” for downloading signed
ActiveX Controls, the browser does not notify you that it is downloading a
required control; the control is automatically downloaded to the client PC the
first time they are required by the Contact Center Manager Administration
component in which you are working. When the browser is configured to
“prompt”, a dialog box opens the first time the control is required by Contact
Center Manager Administration. This dialog box displays the name of the
control, the company of origin, and prompts you to accept the control before it is
downloaded.

If a control is already installed on the client PC, it will not be downloaded a

second time. The system automatically upgrades these controls if a newer
version of the control is detected on the Contact Center Manager Administration
server, up to the version specified by Contact Center Manager Administration.
For information about viewing the controls that are already installed on your
client PC, see “Viewing the list of installed controls,” on page 1163.

1158 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Controls that are downloaded to the client PC

The following table lists all the controls that must be downloaded to the client
PC if it is used to access all Contact Center Manager Administration
components (except Audit Trail, which has no dependency on controls). Some
controls are required for more than one component, but you only need to install
them once.

Client
Install
Control Location* CAB file Control File Company Purpose Version

Crystal Windows \ ActiveXView crviewer.dll Business Enables 10.0.5.587

Reports Downloaded erMod.cab Objects Crystal
Viewer Program Files Reports
viewer.

Emergency Windows \ EHCtrl.cab iceemhlp Nortel Emergency 6.0.0.0

Help System32 control.dll Help

Pop-up Windows \ iemenu.cab iemenu.cab Microsoft Internet 4.71.115.0

Menu Downloaded Explorer
Program Files Pop-up
Menu

Date and Windows \ MSCOMCT2. mscomct2.ocx Microsoft Date 6.0.88.4

Time System32 cab formatting
Picker

Chart Windows \ olch2x8dd11. olch2x32.ocx Component Chart 8.0.20051.51

System32 cab One functionality
for Real-
Time
Displays

Real-time Windows \ RtdCtrl.cab icertdcontrol.dll Nortel/ Real-time 6.0.4.6

Display System32 Microsoft displays

ActiveTree Windows \ ssTree.cab SSTree.ocx Infragistics Navigation 1.0.4.20

View Downloaded tree
Program Files functionality

Installation and Maintenance Guide 1159

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Client
Install
Control Location* CAB file Control File Company Purpose Version

DB Grid 8 Windows \ todg8.ocx Component Data grid 8.0.20042.32

System32 One functionality 9

Scripting Windows \ WSEColorTe WSEColorText Nortel/ Editor 6.0.0.6

Editor Downloaded xt.cab .ocx Microsoft functionality
Program Files

Common Windows \ comdlg32.cab comdlg32.ocx Microsoft Export\ 6.1.97.82

Dialog System32 Import
script

Historical Windows \ HRCtrl.cab HRCtrl.CtrMan Nortel Historical 6.0.0.4

Reports Downloaded age Reports
Control Program Files

Note: The SOAP 3.0 client is also required on the client PC. For more
information about installing the client version of SOAP, see “Step 4. Install
Simple Object Access Protocol,” on page 270.

Controls and your local security policy (Windows 2000 only)

If the client PC runs on Windows 2000, your local settings of the security policy
Unsigned non-driver installation behavior on the PC, will determine if warning
windows other than those resulting from the settings you chose when
configuring Internet Explorer may appear, or if the required controls can be
downloaded at all.

To verify your local security policy settings (Windows 2000 only)

The following procedure is applicable only to Windows 2000. If your client PC
runs any other operating system, then the security policy does not affect the
downloading of controls, and you do not need to perform this procedure.

1160 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

1 Click Start > Programs > Administrative Tools > Local Security Policy.
Result: The Local Security Settings window appears.

2 Click the plus sign (+) beside Local Policies.

Result: The heading expands to reveal a series of folders.
3 Click the Security Options folder.
Result: A series of policies appears in the right pane.
4 In the right pane, scroll down to the “Devices: Unsigned non-driver
installation behavior” policy.
5 Under the Security Setting column, verify the current setting for this policy.
The possible values are:
„ Silently succeed All controls are installed on the client PC without any
further warning windows, other than those resulting from the settings
you chose when configuring Internet Explorer.
„ Warn but allow installation All controls are installed on the client PC,
but if any of the files within the CAB file being downloaded are not
signed, then one or more warning windows appear, in addition to those
resulting from the settings you chose when configuring Internet
Explorer.

Installation and Maintenance Guide 1161

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

„ Do not allow installation You cannot download and install unsigned

controls on the client PC, regardless of the settings you chose when
configuring Internet Explorer.
6 To change the setting that appears, right-click this policy, and select
Security from the menu.
Result: The Local Security Policy Setting window appears.

7 From the Local policy setting list, select the new policy setting (select
either Silently Succeed or Warn but allow installation, based on your
preference).
8 Click OK to save your changes.
9 Close the Local Security Policy Setting window.

Automatically downloading controls

Nortel recommends that you configure Internet Explorer to “enable” or
“prompt” when downloading signed ActiveX Controls (see “To configure
Internet Explorer 6.0 on the client PC,” on page 258). When the browser is
configured to “enable” when downloading signed ActiveX Controls, the browser
does not notify you that it is downloading a required control; the control is
automatically downloaded to the client PC the first time they are required by the
Contact Center Manager Administration component in which you are working.

When the browser is configured to “prompt”, a dialog box opens the first time
the control is required by Contact Center Manager Administration. This dialog
box displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box is displayed,

1162 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

you must choose to accept the control before the system will download the
control to the client PC. You will only be prompted to accept the control the first
time that the control is required by the Contact Center Manager Administration
component in which you are working.

For a list of the controls required by each component, see “Controls that are
downloaded to the client PC” on page 1159.

Note: Both regular Windows users and domain users who log on to client PCs
running either Windows Server 2003, Windows XP, or Windows 2000
Professional must have an ID that is part of the Power Users group on the client
PC to successfully download and install many of the controls required by
Contact Center Manager Administration. (A user with administrator privileges
must first install client SOAP on the client PCs.) For information about adding
these users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system. Once the required controls have been successfully
downloaded to the client PC by a user with administrator privileges, users who
are not members of the Power Users group or users who do not have
administrator privileges will be able to use all Contact Center Manager
Administration components on the client PC to which they have been granted
access.

Viewing the list of installed controls

When you want to verify which controls are installed on the client PC and their
version numbers, you can use the Tools menu in Internet Explorer.

To view the list of installed controls

1 In Internet Explorer, click Tools ➝ Internet Options.
Result: The Internet Options window appears.

Installation and Maintenance Guide 1163

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

2 On the General tab, under the Temporary Internet files heading, click
Settings.
Result: The Settings window appears.

3 Click View Objects.

Result: The Downloaded Program Files window appears, listing the
installed controls, the date they were installed, and their version numbers.

Note: Controls downloaded using the ActiveX Controls.msi file will not appear
in the Internet Explorer Downloaded Program Files window.

Deleting controls
You can delete any of the controls from the list of installed controls on the client
PC. However, note that if Internet Explorer has been using the control, you may
need to close the browser and reopen it before the system allows you to delete
the control.

1164 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Permissions on the client PC and downloading controls

If your contact center security policy does not allow all users to log on to the
client PCs with administrator privileges, then the automatic download process
for the Contact Center Manager Administration controls will not function. In
this case, you have three options for installing the required controls on the client
PCs:
„ A user with administrator privileges can log on to each client PC, connect
to the Contact Center Manager Administration server, and can
automatically download all required controls by opening all applicable
components and windows that require these controls.
„ For those users who have a central management tool in their network, such
as a Systems Management Server (SMS), Nortel has bundled the required
controls into a single file called ActiveX Controls.msi. You can use the
SMS server to run this file and silently install all the required controls on all
the SMS clients, regardless of the level of user who has logged on to the
PC. For details, see “To run the ActiveX Controls.msi file from an SMS
server” on page 1166.
„ If you do not have an SMS server, a user with administrator privileges can
launch the ActiveX Controls.msi file on each client PC individually to
install all the required controls at once (without having to log on to Contact
Center Manager Administration). For details, see “To run the ActiveX
Controls.msi file on each client PC” on page 1167.

Note: Both regular Windows users and domain users who log on to client PCs
running either Windows Server 2003, Windows XP, or Windows 2000
Professional must have an ID that is part of the Power Users group on the client
PC to successfully download and install many of the controls required by
Contact Center Manager Administration. (A user with administrator privileges
must first install client SOAP on the client PCs.) For information about adding
these users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system.

Installation and Maintenance Guide 1165

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To run the ActiveX Controls.msi file from an SMS server

Notes:
„ Since installation procedures through an SMS system can vary from one
company to the next, the following procedure offers general guidelines
only. Follow your company’s guidelines to install the ActiveX
Controls.msi file on the SMS clients in your network.
„ In addition to using an SMS server, a system administrator can install this
package on client PCs within the same domain using the Windows group
policy. For details, see the documentation on the Microsoft web site at
www.microsoft.com.
„ Controls downloaded using the ActiveX Controls.msi file will not appear in
the Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in “Step 3. Configure
Internet Explorer” on page 255.
2 Log on to the SMS server with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the SMS server,
and then navigate to the root directory.
4 From the Contact Center Manager installation DVD, copy the file ActiveX
Controls.msi to the desired directory on the SMS server.
5 Double-click the ActiveX Controls.msi file to run the installation and install
the files on all SMS client PCs in your network.

1166 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To run the ActiveX Controls.msi file on each client PC

Use this procedure to install all required controls on each client PC individually.
This procedure is useful if your company’s security policy prevents agents from
logging on to their PCs with administrator privileges. In this case, an
administrator can install all required controls by running the ActiveX
Controls.msi file on each PC.

Note: Controls downloaded using the ActiveX Controls.msi file will not appear
in the Internet Explorer Downloaded Program Files window.
1 Configure the browser to enable 'initialize and script ActiveX Controls not
marked as safe' by completing the procedures in “Step 3. Configure
Internet Explorer” on page 255.
2 Log on to the client PC with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
4 In this directory, double-click the file ActiveX Controls.msi to begin the
installation.
Result: The Windows Installer window appears briefly, followed by the
welcome window.

Installation and Maintenance Guide 1167

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

5 Click Next.
Result: The Ready to Install the Program window appears.

6 Click Install.
Result: The program installs the files. When it is finished, the completed
window appears.

7 Click Finish.

1168 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Perform this procedure on each client PC that will be used to access the
server and run Contact Center Manager Administration.

Downloading more recent versions of controls

If required by Contact Center Manager Administration, Internet Explorer will
automatically download a more recent version of the control than the version
which you originally installed. You can download more recent versions of the
controls without adversely affecting Contact Center Manager Administration
functionality. For information about viewing the version number of the controls
installed on the client PC, see “Viewing the list of installed controls” on page
1163.

What’s next?
Upgrade Agent Desktop Display. For details, see Section E: “Upgrading agent
workstations,” on page 1171.

Installation and Maintenance Guide 1169

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

1170 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Section E: Upgrading agent

workstations

In this section
Step 38. Upgrade Agent Desktop Display on agent workstations 1172
Step 39. Configure active and standby servers for ADD (optional) 1176

Installation and Maintenance Guide 1171

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 38. Upgrade Agent Desktop Display on

agent workstations

Introduction
This section includes the following procedure for upgrading Agent Desktop
Display on agent workstations:
„ Upgrading Agent Desktop Display 4.5 client PCs to Release 6.0 This
procedure involves automatically upgrading the Agent Desktop Display 4.5
client PCs to Release 6.0.

Contact Center Manager Administration and compatibility with Agent

Desktop Display
Agent Desktop Display Release 4.0 is incompatible with Contact Center
Manager Administration. Therefore, you must first upgrade all client PCs to
Agent Desktop Display 4.5 and SOAP 3.0. This upgrade process must be done
manually on each client PC. For details about this procedure, see the Symposium
Web Client Planning, Installation, and Administration Guide for Release 4.5/
SU05.

Automatically upgrading the Agent Desktop Display 4.5 client

software
Notes:
„ Perform this procedure if you are upgrading the Agent Desktop Display
Release 4.5 software to Release 6.0.
„ If the client operating system is Windows Server 2003, Windows XP, or
Windows 2000, then you must be logged on to the PC with Administrator
privileges to upgrade Agent Desktop Display. This also applies if you are
upgrading the client portion of Agent Desktop Display on the Contact
Center Manager Administration server.

1172 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To automatically upgrade the Agent Desktop Display 4.5 client

software
1 You must ensure that proxy settings are turned off before completing this
procedure.
a. On Internet Explorer, click Tools > Internet Options.
Result: The Internet Options window appears.
b. On the Connections tab, click LAN Settings.
Result: The Local Area Network (LAN) Settings window appears.
c. Clear the checkbox next to Use a proxy server for your LAN.
d. Click OK.
e. Close all windows.
2 Log on to the client PC (or the Contact Center Manager Administration
server, if it has the client portion of Agent Desktop Display installed) with
Administrator privileges.
3 On the client PC, open Agent Desktop Display and connect to an Contact
Center Manager Administration server running Contact Center Manager
Administration.
4 Launch a tabular display.
Result: A message box appears, asking if you want to upgrade to a newer
version of Agent Desktop Display.
5 Click Yes.
Result: The Choose Setup Language window appears.

Installation and Maintenance Guide 1173

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 From the list, choose the language in which you want to upgrade Agent
Desktop Display. You can choose from English, French, German,
Japanese, and Traditional Chinese.
Note: On coresident servers that contain Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control
Toolkit, the only supported language version of the Windows Server 2003
operating system is English. If the coresident server contains only Contact
Center Manager Server and Contact Center Manager Administration, then
it only supports English, Japanese, and Traditional Chinese.
Note: For more information about Agent Desktop Display and multiple
language support, see “To configure multiple language support in Agent
Desktop Display” on page 312.
7 Click OK.
Result: The system prepares for setup and displays the Welcome to the
InstallShield Wizard for Agent Desktop Display window.

1174 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

8 Click Next.
Note: If an application is running on the client whose files must be updated
by the InstallShield, a Files in Use window appears. You must close any
applications listed in this window, and then click Retry.
Result: The system copies the necessary files, and then installation
begins. When you are upgrading from a previous version of Agent Desktop
Display, you cannot change the server IP addresses during the upgrade.
Instead, the program uses the IP addresses that you originally chose. To
change these addresses, after the client software is installed, use the
Server IP Addresses window in the application. When the upgrade is
complete, the InstallShield Wizard Completed window appears.

9 Click Finish.
Result: The system may prompt you to restart your system.
10 If required by your network security policy, turn your proxy settings back on
after upgrading Agent Desktop Display.

Installation and Maintenance Guide 1175

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Step 39. Configure active and standby servers

for ADD (optional)

Introduction
If you have standby servers installed in your network, Agent Desktop Display
6.0 includes a new feature which allows you to configure the IP address or
hostname of active and standby servers for Contact Center Manager
Administration and Contact Center Manager Server.

This feature allows agents to easily switch between active and standby servers as
required by their network administrator. This simplifies the recovery procedures
in the event of a failure on the active server requiring a cutover to a standby
server.

This procedure is optional.

To configure active and standby servers for Agent Desktop Display

1 Log on to the client PC (or the Contact Center Manager Administration
server, if it has the client portion of Agent Desktop Display installed) with
Administrator privileges.
2 Click Start > Programs > Agent Desktop Displays > Server IP
Addresses Configuration.
Result: The Server Configuration dialog box appears.

3 Enter the IP address or hostname of the appropriate servers as follows:

„ In the Contact Center Manager Administration: Active text box, type
the IP address or hostname of the active Contact Center Manager
Administration server. This field is required.

1176 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

„ In the Contact Center Manager Server: Active text box, type the IP
address or hostname of the active Contact Center Manager Server. This
field is required.
„ If you have installed a standby Contact Center Manager Administration
server, type the IP address or hostname of the standby Contact Center
Manager Administration server in the Contact Center Manager
Administration: Standby text box. This field is optional.
„ If you have installed a standby Contact Center Manager Server, type
the IP address or hostname of the standby Contact Center Manager
Server in the Contact Center Manager Server: Standby text box. This
field is optional.
Note:
„ The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Check with your network administrator for acceptable IP multicast
addresses for your specific network.
„ When typing the IP address of Contact Center Manager Server, if you
are installing Agent Desktop Display on a Terminal Services/Citrix
server, keep in mind that all agents who use Agent Desktop Display
from this particular server must be configured on the same server in
Contact Center Manager Server.
4 Click Save.
5 Close all windows to complete the procedure.

What’s next
If you have been using Symposium Call Center Server 5.0 administered by at
least one Classic Client and you are planning to upgrade your Symposium Call
Center Server 5.0 to Contact Center Manager Server 6.0, you must migrate your
Classic Client data to Contact Center Manager Administration 6.0. For details,
see Section F: “Migrate Classic Client,” on page 1179.

Installation and Maintenance Guide 1177

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

1178 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Section F: Migrate Classic Client

In this section
Overview 1180
Migrating Filter Sets 1183
Migrating historical reports 1185
Migrating real-time displays 1199
Migrating graphical real-time displays (GRTD) 1204
Migrating agent-skillset and agent-supervisor scheduled assignments 1213
Migrating user types 1218
Migrating NCC routing table scheduled assignments 1220
Removing associated supervisors 1223

Installation and Maintenance Guide 1179

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Overview

Introduction
This section describes how to migrate the following Classic Client data to
Contact Center Manager Administration:
„ Filter sets
„ Historical reports
„ Real-time displays
„ Graphical real-time displays
„ Agent-skillset and agent-supervisor scheduled assignments
„ User types
„ Network Control Center (NCC) routing table scheduled assignments

This chapter also describes how to remove associated supervisors from Classic
Client.

The procedures in this chapter are only required if you have been using
Symposium Call Center Server 5.0 administered by at least one Classic Client
and plan to upgrade your Symposium Call Center Server 5.0 to Contact Center
Manager Server 6.0.

Because Contact Center Manager Server 6.0 does not support Classic Client, if
you have been using Classic Client to administer your Symposium Call Center
Server, you will need to migrate your Classic Client data to Contact Center
Manager Administration 6.0.

If you are a new user to Contact Center Manager Administration 6.0 and Contact
Center Manager Server and do not have any Classic Clients in your network, you
do not need to perform the procedures in this chapter.

1180 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Migration Checklist

Classic Client Migration checklist ✓

Read the documentation for performing a migration. ❏
Gather the materials required for the migration. ❏
Migrate data from Classic Client to Contact Center Manager ❏
Administration.
„ Filter sets

Migrate filter sets ❏

„ Historical reports

Locate scheduled reports ❏

Migrate or reimport reports ❏
Reschedule reports ❏
Delete reports from Classic Client ❏
„ Real-time displays

Migrate real-time displays ❏

„ Graphical real-time displays

Migrate graphical real-time displays ❏

„ Agent-skillset and agent-supervisor scheduled assignments

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
„ User types

Installation and Maintenance Guide 1181

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Migrate user types as required: desktop, desktop supervisor, desktop ❏

supervisor agent, supervisor, agent, supervisor agent
„ Network Control Center (NCC) routing table scheduled assignments

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
„ Remove associated supervisors from Classic Client ❏

1182 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Migrating Filter Sets

With the filter sets feature, you can elect the sites and resources to be included in
a network-consolidated report. After you create and save a filter set, you can
apply it to both standard and private network-consolidated historical reports to
view only the information that you specify in the generated report. When you
connect to a Contact Center Manager Server and open a network-consolidated
report, the Selection Criteria area includes a list of the available network sites
and any available filter sets that you define and save.
You can use filter sets migrated from the Classic Client in Contact Center
Manager Administration. While each of the Classic Client filter sets contains
only one type of data – either skillsets, applications, route numbers, route names,
Dialed Number Identification Service (DNIS) numbers, or DNIS names – you
can add different types of data to these filter sets after you import them into
Contact Center Manager Administration by using the filter sets tabs in Historical
Reporting.

With the Filter Set Upgrade Tool, you can reuse existing Classic Client filter
sets. Use the tool to:
„ retrieve the existing filter set information from the Network Control Center
master database (MDB).
„ reformat and save filter sets in the Active Directory.

To migrate filter sets

1 Access the Filter Set Upgrade Tool at \\Nortel
Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe.
Note: This tool is used by administrator or webadmin only.
2 Input the path of the Network Control Center filter set (database file) or click
the browse button to search for the file.

Installation and Maintenance Guide 1183

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 Select the appropriate file.

Result: The Path of NCC Database field is populated.

4 Click Save Data.

Result: The filter set is now reformatted and saved to the Active Directory.
5 Click Close.

1184 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Migrating historical reports

Historical reports are stored differently in Contact Center Manager

Administration and Classic Client.

Classic Client:
„ Stores all user-defined and user-created reports on supervisors’ PCs
running Classic Client or on a network PC designated by supervisor.
„ Stores and controls all schedules on the Symposium Call Center Server.
These schedules trigger the running of reports on the Classic Client.

Contact Center Manager Administration:

„ Stores all custom reports on the Contact Center Manager Administration
server.
„ Stores and controls the schedules for the reports.

You must migrate user-created reports and user-defined reports from Classic
Client to Contact Center Manager Administration:
„ User-created reports are customer report templates created with Crystal
Reports and imported into Classic Client. User-created reports and their
schedules can be migrated from the Classic Client if they were created
using Crystal Reports software (version 9.0 or earlier). You can migrate the
following types of user-created reports: Historical, Configuration, and
Parameterized reports.
„ User-defined reports are user reports saved from the standard Classic
Client reports, such as the Agent Performance report. Contact Center
Manager Administration also provides the same set of standard reports.
Migrating user-defined reports involves re-creating the report manually
using the same standard template that exists on Contact Center Manager
Administration, specifying the same criteria, and saving it.

Notes:
„ User-created reports cannot be migrated if they were created with any other
ODBC or Structured Query Language (SQL) compliant writer. These
reports must be recreated in Contact Center Manager Administration.

Installation and Maintenance Guide 1185

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

„ If the user-created reports were created with an earlier version of Crystal

Reports 9.0, test the reports for compatibility with Contact Center Manager
Administration before deleting them in Classic Client.
„ In Contact Center Manager Administration, historical reports can be shared
using report groups. Consider using this feature as it might reduce the
number of reports required to be imported.

If your reports are scheduled reports, you must schedule each report in Contact
Center Manager Administration and remove the schedule from the Symposium
Server through the Classic Client. If the schedule is not removed from the
Symposium Call Center Server, the report runs twice if the Classic Client is
installed and the report listener is running.

Migrating user-created reports

To migrate user-created reports, you must complete the following tasks:
1. Create a shared directory on the client PC or on a network PC to store user-
created templates for the users.
2. On each Classic Client, find the user-created reports and note the path of
the directory where each file is stored. For details about finding user-
created reports, see “To find user-created reports in Classic Client,” on
page 1187.
3. Copy each .rpt file to the shared directory that you created.
4. Log on to Contact Center Manager Administration and import each user-
created report. For details about importing reports, see “To import user-
created reports into Contact Center Manager Administration,” on page
1188.
5. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Scheduling reports,” on page
1193.
6. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “To delete a report schedule from Classic
Client,” on page 1197.

1186 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

7. Delete the user-created report from the Symposium Call Center Server. For
details, see “To delete user-defined or user-created reports from Classic
Client,” on page 1198.

Migrating user-defined reports

To migrate user-defined reports, you must complete the following tasks:
1. On each Classic Client, find the user-defined reports and note the selection
criteria for each report. For details about finding user-defined reports, see
“To find user-defined reports in Classic Client,” on page 1191.
2. Log on to Contact Center Manager Administration, find the corresponding
standard report (for example, the Agent Performance report) and enter the
same selection criteria for each report and save the report. For details, see
“To define user-defined reports in Contact Center Manager
Administration,” on page 1191.
3. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Scheduling reports,” on page
1193.
4. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “To delete a report schedule from Classic
Client,” on page 1197.
5. Delete the user-defined report from the Symposium Call Center Server. For
details, “To delete user-defined or user-created reports from Classic
Client,” on page 1198.

To find user-created reports in Classic Client

On each supervisor’s machine, perform the following steps:
1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, check for any reports that are user created by
looking at the Types column.
5 Right-click on each user-created report and note the path to the location
where the file is stored.

Installation and Maintenance Guide 1187

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

To import user-created reports into Contact Center Manager

Administration
1 From the Contact Center Manager Administration Launchpad, click on
Historical Reporting.
Result: The Historical Reporting window appears.

1188 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Galway server).
Result: The server expands to reveal a choice between public, private, and
any group folders created.

3 On the menu, click Report > Import.

Result: The Template Importing Wizard appears.

4 Click the Next button.

5 (Optional) Select the box Synchronize report template from the network
drive.

Installation and Maintenance Guide 1189

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Notes:
„ If this box is selected at the time of import, the Contact Center Manager
Administration server synchronizes the user-created reports from the
source network drive every time you modify the report using Crystal
Reports on the network drive. This means if you modify your source
report template on the network drive/PC, you do not need to import the
report to the Contact Center Manager Administration server.
„ To use this option, ensure the network PC is preconfigured to use it.
See the Contact Center Manager Administration Installation and
Maintenance Guide or contact your administrator for details.

6 Enter the network path of the report template as follows: \\NetworkPC

name\shared folder name\report templatename.rpt
Result: The CCMA application saves the network path of the template
(TemplatePath) and last modified date (LastModified) of the report template
file.
Note: Contact Center Manager Administration server uses TemplatePath
and LastModified data to copy the report template from the network drive to
the Contact Center Manager Administration server (if report template is
modified on the network drive after import).
7 Enter the template name.
8 Select the value under Report is based on the following data. The
choices are: Historical, Configuration, and Parameters.
Note: To import a historical report, enter the database alias. This is the
database view name for the SQL query.
Call-by-call reports take much longer to generate than do reports that
collect other types of data.

1190 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

9 Enter the timestamp field (if the timestamp field is not in the correct format,
the report does not run).
10 Select the Report Data Range option. The choices are Interval, Daily,
Weekly, and Monthly.
11 Click Next.
12 Click Finish.
Result: The report is added to the list in the Reports window.
Notes:
„ If you select the Configuration option, you do not need to specify an
alias.
„ To determine the alias of a database, open the report in Crystal Reports
and choose Database > Set Alias.
„ The Timestamp field is not required for a configuration report.

Refer to the Contact Center Manager Administration online Help for more
information about importing reports.

To find user-defined reports in Classic Client

1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, look for any reports that are user defined.
5 Open each user-defined report and note the selection criteria.

To define user-defined reports in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration using the user logon
name provided by your administrator.
2 Open the Historical Reporting component.
3 Click on the required Contact Center Manager Server.
4 Open up the equivalent standard report, and enter the same selection
criteria.

Installation and Maintenance Guide 1191

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

5 Save the report as a private report or to a shared report group and

schedule it.

To locate scheduled reports in Classic Client

Because reports might be stored on individual PCs or on the network, it is
important to locate the reports and make note of each report’s location or
network path prior to migrating it. To see all of the current scheduled reports
prior to migration, use Scheduler in Classic Client. This tool shows all currently
scheduled reports.
1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.

4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed. Make note of
the reports and their schedules for migration.

1192 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Scheduling reports

Note: For more information about scheduling reports, see the Contact Center -
Manager Supervisor’s Guide.

To define the report schedule

1 From the Time zone list, select the time zone in which you want to run or
schedule your report.

ATTENTION
The schedule time that you specify is based on the
time zone that you choose. However, the system
translates the schedule time that you enter to the time
zone in which the Contact Center Manager
Administration server is located. The report is
generated at the time and in the time zone you specify,
but the timestamp at the bottom of the generated
report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted
on the web site www.nortel.com.

2 In the Schedule area, clear the Not Scheduled check box.

Result: The schedule boxes appear.
3 Select the check boxes that correspond to the type of data range you want.
You can select or enter information in the following boxes.
Schedule boxes available for Interval data range
During the period from X to Y: Select to schedule an interval report to be
generated at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, click this button if you want to generate a report every 15 minutes
between 9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then
enter the times in the boxes.
On X at Y weekly: Select to generate an interval report on a particular day,
at a particular time every week. For example, click this button to generate a
report every Monday morning at 9:00 a.m.

Installation and Maintenance Guide 1193

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

At X every day/specific days of the week/specific dates: Select to

generate an interval report at a specific time every day, or on specific days
of the week, or on specific dates. For example, click this button to generate
a report at 9:00 a.m. on the first day and 30th day of every month.
Schedule boxes available for Daily data range
At X today/every day/days of the week/specific dates: Specify the time
at which you want to generate a daily report. For example, you can choose
to generate your daily report at 9:00 a.m., Monday through Friday.
Schedule boxes available for Weekly data range
At X this week/every week: Specify the time and day at which you want to
generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates: Specify the time and dates on which you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
Schedule boxes available for Monthly data range
On the X in Y at Z: Select to schedule a monthly report to run on a specific
day and month, at a specific time. You can also choose to run the report
every month. For example, you can run a monthly report on the third
Sunday every month at 12:00 p.m.
On day X at Y: Select to schedule a monthly report to run on a specific date
during a specific month, at a specific time. You can also choose to run the
report every month.
On specific dates at X: Select to schedule a monthly report to run on
specific dates during specific months, at a specific time. For example, you
can run a monthly report on the 15th of every second month at 12:00 p.m.
4 Continue with the procedure “To define output options,” on page 1194.

To define output options

After you have set up the report schedule, define the way the system generates it.
You can specify whether you want to print the scheduled report when it is
generated or save it as a file, or both. If you choose to print the report, you can
select the paper size.

1194 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

You can also specify one or more e-mail addresses to which the system can send
notification that the report has been generated successfully, or that there were
problems preventing the report from being generated. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure, enabling you to repair the problem and generate the report again.

Note: If you choose to print the report to a file, you must specify a shared folder
to which the Contact Center Manager Administration server sends the output
file. This folder can be on your computer, on another computer in the network,
or on the Contact Center Manager Administration server. If the folder that you
specify is on a computer other than the Contact Center Manager Administration
server, the computer must be within the same domain as the Contact Center
Manager Administration server.
If you want to send a scheduled report to a printer, ensure that your
administrator has configured a default printer on the Contact Center Manager
Administration server. If a default printer has not been defined, then you can
only send reports to a file.
1 Click the print check box or the output to file check box, or both.
2 To print the report:
„ from the Printer list, select the printer to which you want to print the
scheduled report.
„ From the Paper Size list, select the appropriate paper size for the
printed report.
3 To send the report to a file, in the Output box, type the path to the shared
output folder. The path must have the format \\[computer name]\[shared
folder name]\[file name], without the file extension.
Example: You want to send the Agent Performance report to a shared
folder on the Contact Center Manager Administration server. The Contact
Center Manager Administration server computer name is appsrvr, the
shared folder name is reports, and you decide to call the report agent. You
type \\appsrvr\reports\agent in the Output box.
Note: Click the Save file under different name each time check box if
you want the system to save the report with a different name each time it is
generated. If you do not check this box, the system overwrites previously
generated reports with the updated versions every time a report is
generated.
4 From the Format list, select the export file format that you want to use.

Installation and Maintenance Guide 1195

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

5 Click the Send notification e-mail to check box if you want the system to
notify you when the report has been generated.
6 Enter one or more e-mail addresses in the box. You can type a maximum of
255 characters in the box with each e-mail address separated by a semi-
colon (;).
7 Click Submit.
Result: The report is saved.
8 Click Activate.
Result: The report schedule is activated.

To activate a report
You can activate a report schedule in two ways:
„ You can click Activate in the Report Properties window after you
schedule a new report and click Submit, or after you modify an existing
report schedule and click Submit.
„ You can click Activate in the Scheduled Events window. For details, see
the following procedure:
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.
2 Select the report that you want to activate.
3 Click Activate.
Result: The report schedule is activated.

To deactivate a report
You can deactivate a report schedule in two ways:
„ Click Deactivate in the Report Properties window when you are viewing
the properties of a scheduled report.
„ Click Deactivate in the Scheduled Events window. For details, see the
following the procedure.
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.

1196 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

2 Select the report that you want to deactivate.

3 Click Deactivate.
Result: The report schedule is deactivated.

To delete a report schedule from Classic Client

1 Log on to the server using Classic Client.
2 Select System Administration.
3 Select System Configuration.

4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed.

5 From within Scheduler, right-click the schedule.

Installation and Maintenance Guide 1197

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

6 Select Delete.
Result: The schedule is deleted.

To delete user-defined or user-created reports from Classic Client

You must delete scheduled assignments and running of reports from the
Symposium Call Center Server through the Classic Client or the Server Utility
before removing Classic Client to avoid schedule conflicts.
1 From the system tree, select the report and choose Report > Delete.

ATTENTION
If the report schedule is active, you must deactivate it
before you can delete the report.

1198 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Migrating real-time displays

Classic Client
„ Stores custom real-time display formats on the PCs running Classic Client.

Contact Center Manager Administration

„ Stores custom real-time display formats on the Contact Center Manager
Administration server.
„ Requires custom real-time displays be recreated in Contact Center Manager
Administration.

Note: Contact Center Manager Administration supports public real-time

displays. If many users use the same real-time display, then it only needs to be
recreated once as a public display format.

To migrate real-time displays

1 Log on to the server using the Classic Client.
2 Expand Reports & Displays.

Installation and Maintenance Guide 1199

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 Double-click Real-Time Displays.

Result: The Real-Time Displays window opens.

4 Under Display Type, note the type of each display.

5 Right-click on each display and select Properties.
Result: The Real-Time Display Properties dialog box opens.

6 Under the General tab, note the Refresh Rate and the View Mode.
7 Under the Column tab, note the following:
„ columns listed under Column headings as they appear in real-time
display
„ formulas listed for each column in the Formula field

1200 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

„ configuration settings listed under Selected Column

8 Log on to Contact Center Manager Administration.

9 Select Real-Time Reporting on the Launchpad.
10 Select the required server in the server tree.
11 Create new displays of the same type that you noted from Classic Client.

Installation and Maintenance Guide 1201

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

12 Under the Properties tab for each display, configure the properties for the
new display using the information from Classic Client.

13 Under the Columns tab for each display, configure the columns for the new
display using the information from Classic Client.

Note: The mechanism to create displays in Classic Client differs from that
in Contact Center Manager Administration. This may mean that you are not

1202 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

able to recreate the displays in Contact Center Manager Administration

exactly as they are configured in Classic Client.

Installation and Maintenance Guide 1203

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Migrating graphical real-time displays (GRTD)

To migrate graphical real-time displays from Classic Client to Contact Center

Manager Administration 6.0, you must note the configuration parameters for
each graphical real-time display in Classic Client and then manually recreate the
displays in Contact Center Manager Administration.

Notes:
„ Time charts are not available in Contact Center Manager Administration.
„ You can create connections after the supervisor creates all their constituent
displays.

To migrate application and skillset billboards

Perform the following steps on each supervisor machine that has Graphical
Real-Time displays installed.
1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window opens.

1204 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

3 Click the Data Display tab.

Result: The Data Display tab opens.

4 Note the Data Display parameters of this billboard.

Installation and Maintenance Guide 1205

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

5 Click the Data Action tab.

Result: The Data Action tab opens.

6 Note the Data Action parameters of this billboard.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

1206 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.

10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

Installation and Maintenance Guide 1207

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

12 From the server list, select the server on which you want to create the
graphical display.
Note: You cannot create agent maps or IVR graphical displays on the
Network Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.

Element Type Presentation

Agent Agent Map

Application Billboard, Chart

IVR Billboard, Chart

Agent Position Count Billboard, Chart

All Private Collection

All Private Billboard Collection

All Public Collection

All Public Billboard Collection

14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset billboards that
you want to migrate to Contact Center Manager Administration.

1208 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To migrate application and skillset charts

1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the chart that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties window opens.
3 Click the Data Display tab.
Result: The Data Display tab opens.

4 Note the Data Display parameters of this chart.

Note: Take particular note of the chart type.

Installation and Maintenance Guide 1209

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

5 Click the Data Action tab.

Result: The Data Action tab opens.

6 Note the Data Action parameters of this chart.

Note: Take particular note of the threshold parameters in this tab.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

1210 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.

10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.

Installation and Maintenance Guide 1211

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

12 From the server list, select the server on which you want to create the
graphical display.
Note: You cannot create agent maps or IVR graphical displays on the
Network Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.

Element Type Presentation

Agent Agent Map

Application Billboard, Chart

IVR Billboard, Chart

Agent Position Count Billboard, Chart

All Private Collection

All Private Billboard Collection

All Public Collection

All Public Billboard Collection

14 In the Presentation area, select the type of graphical display that you want
to create.
Note: The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
Note: For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.
17 Repeat this procedure for each of the application and skillset charts that
you want to migrate to Contact Center Manager Administration.

1212 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Migrating agent-skillset and agent-supervisor

scheduled assignments

Set up the schedules of agent-to-skillset and agent-to-supervisor assignments

after migrating them from Classic Client to Contact Center Manager
Administration.

Classic Client
„ Stores assignments in the Symposium Call Center Server database.
„ Stores and controls schedules on the Symposium Call Center Server.

Contact Center Manager Administration

„ Stores assignments in the Contact Center Manager Server (Symposium Call
Center Server) database.
„ Stores and controls schedules on Contact Center Manager Administration
Contact Center Manager Administration server. Contact Center Manager
Administration uses the Window Task Scheduler, which is part of the
Contact Center Manager Administration server's operating system, to
schedule assignments.

Open and schedule each assignment through the Contact Center Manager
Administration component in Contact Center Manager Administration.

After scheduling the assignment in Contact Center Manager Administration,

delete the schedule from Classic Client. If the schedule is not deleted from
Classic Client, the assignment runs twice.

ATTENTION
Ensure that all the schedules are removed prior to upgrading to
Contact Center Manager Administration.

To migrate agent-skillset and agent-supervisor scheduled

assignments
1 Log on to the server using the Classic Client.
2 Select Assignments.

Installation and Maintenance Guide 1213

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

3 Double-click Agent to Skillset Assignments or Agent to Supervisor

Assignments.

1214 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

4 Right-click each assignment and select Edit Schedule.

Result: The schedule information displays.

5 Note the schedule information.

6 Log on to Contact Center Manager Administration.
7 Select Contact Center Management on the Launchpad.
8 From the View menu select Assignments.
9 Select the server in the server tree.

Installation and Maintenance Guide 1215

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

10 Click on the Agent Skillset Assignments folder or Agent Supervisor

Assignments folder.
11 Select each assignment.

Result: The schedule information is displayed in the Save/Schedule

Assignments section.

1216 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

12 Enter the schedule data in the Save/Schedule Assignments section.

13 Click the Schedule button.

Result: Assignment schedules are saved.

To delete agent-skillset and agent-supervisor scheduled

assignments
1 Log on to the server using the Classic Client.
2 Select Assignments.
3 Double-click Agent to Skillset Assignments or Agent to Supervisor
Assignments.
4 Right-click each assignment and select Edit Schedule.
Result: The schedule information is displayed.
5 Update the schedule to Not Scheduled.

6 Click Save.

Installation and Maintenance Guide 1217

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Migrating user types

With Classic Client, you could create six types of users of which only the first
three could access the Classic Client.

Desktop user: Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.

Desktop Supervisor user: A supervisor in the contact center, supervising

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.

Desktop Supervisor Agent user: A supervisor in the contact center,

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, would be able to perform certain actions
within the Classic Client.

Supervisor user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client.

Agent user: Assigned to a skillset used to take calls within the contact center.

Supervisor Agent user: A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client. Assigned to a skillset
used to take calls within the contact center.

The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you will see all six types of users. When migrating from
Classic Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.

To migrate Desktop users

1 No action is required.
Note: The Desktop user type is available in Server Utility. Sysadmin can
log on to the Server Utility to administer this user (for example, to change
the password).

1218 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

To migrate Desktop Supervisor users

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these should be cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.

To migrate Desktop Supervisor Agent users:

This user type is no longer required in the Server Utility.
1 If the user type has Desktop capabilities, these should be cleared.
2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.

To migrate Supervisor users:

1 No action is required.

To migrate Agent users

1 No action is required.

To migrate Supervisor Agent users

1 No action is required.

Installation and Maintenance Guide 1219

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

Migrating NCC routing table scheduled

assignments

To migrate scheduled assignments

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.

3 Double-click Table Routing Assignments.

Result: The Table Routing Assignment list is displayed.

4 Right-click each assignment.

1220 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

5 Select Edit Schedule.

Result: The schedule information for each assignment displays.

6 If the Routing Table Assignment is scheduled, then note the schedule

information.
7 Log on to Contact Center Manager Administration.
8 Select Configuration Component on the Launchpad.
9 Select Network Control Center Server in the server tree.
10 Expand the Sites node by clicking the plus sign (+).
11 Select Assignments.

12 Expand Assignments by clicking the plus sign (+).

Installation and Maintenance Guide 1221

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

13 Select each assignment.

Result: Assignment information displays in the right-hand pane.
14 Enter the schedule information under Save/Schedule Routing Table
Assignments using the information noted in Step 6.

15 Click Schedule.
Result: Assignment is rescheduled.
16 Repeat for each Assignment.

To delete assignments from Classic Client

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.
3 Double-click Table Routing Assignments.
4 Right-click each assignment.
5 Select Edit Schedule.
Result: The schedule information for each assignment displays.
6 Update the schedule to Not Scheduled.

7 Click Save.

1222 Nortel Contact Center Manager Administration

May 2006 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server

Removing associated supervisors

Introduction
In Contact Center Manager Administration 6.0, the partitions feature replaces
the Classic Client concept of associated supervisors. If you migrate from Classic
Client to Contact Center Manager Administration, the associated supervisors
may block a deletion of a supervisor. For this reason, Nortel recommends that
you remove associated supervisors from Classic Client when migrating to
Contact Center Manager Administration.

Note: If this step is not performed, Contact Center Manager Administration will
remove the secondary supervisor assignment when the supervisor is deleted.

To remove associated supervisors from Classic Client

1 Log on to the server using Classic Client.
2 Select User Administration.
3 Double-click Users.
Result: A list of all users is displayed.
4 Right-click on the name of a user whose associated supervisors you want
to remove.
5 Select Properties from the resulting menu.
Result: The User Properties window appears.
6 Select the Supervisor tab.
7 In the Associated Supervisors window, select all the listed supervisors.
8 Click Remove.
9 Click Save.
10 Close all windows to complete the procedure.

Installation and Maintenance Guide 1223

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 3.0

1224 Nortel Contact Center Manager Administration

Chapter 11

Migrating CCMA 6.0 to a new server

In this chapter
Overview 1226
Section A: Before you begin the migration 1227
Section B: Prepare the source server for the migration 1231
Section C: Prepare the target server for the migration 1249
Section D: Restoring CCMA data to target server 1461
Section E: Postmigration tasks 1477

Installation and Maintenance Guide 1225

Migrating CCMA 6.0 to a new server Standard 3.0

Overview

Introduction
If you want to migrate your Contact Center Manager Administration 6.0 to a
new server, you must perform the following tasks:
1. Back up Contact Center Manager Administration data on the existing
server (the source server)
2. Install Contact Center Manager Administration on the new server (target
server)
3. Restore your Contact Center Manager Administration data from your
source server backup file to the target server

ATTENTION
To migrate Contact Center Manager Administration to a new
server, you must install the same version of Contact Center
Manager Administration and the same Service Update as is
installed on the source server.

Reasons for migrating your Contact Center Manager Administration

data to a new server
There are a few reasons why you may want to migrate your Contact Center
Manager Administration to a new server:
„ you purchase a new server
„ your existing server fails and you need to restore to a new server. For
further details about resiliency strategies for Contact Center Manager
Administration, see Chapter 15, “Resiliency (backup, restore, and disaster
recovery).”

1226 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Section A: Before you begin the

migration

In this section
Step 1. Ensure target server meets all CCMA 6.0 requirements 1228
Step 2. Read relevant documentation for performing a new installation 1229

Installation and Maintenance Guide 1227

Migrating CCMA 6.0 to a new server Standard 3.0

Step 1. Ensure target server meets all CCMA

6.0 requirements

Before you migrate Contact Center Manager Administration Release 6.0 to a

new server, ensure that the target application server meets all the minimum
hardware and software requirements for Contact Center Manager
Administration. For details about hardware and software requirements, see the
Contact Center Manager Administration Technical Requirements and Operating
System Configuration Guide.

1228 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 2. Read relevant documentation for

performing a new installation

Before you begin the a migration to a new server, Nortel recommends you
complete the Required Installation Information checklist. This checklist is found
in the Contact Center 6.0 Installer’s Roadmap and contains important
information that you will need when performing the installation.

Before performing a migration to a new server, read any Installation Addenda or

updated customer documentation on the Nortel web site at www.nortel.com, or
the Partner Information Center web site at www.nortel.com/pic.

Installation and Maintenance Guide 1229

Migrating CCMA 6.0 to a new server Standard 3.0

1230 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Section B: Prepare the source server for

the migration

In this section
Step 3. Perform a full backup of the source server 1232
Step 4. Back up the Nortel data files on the source server 1233
Step 5. Back up Real-Time Reporting and Emergency Help 1246

Installation and Maintenance Guide 1231

Migrating CCMA 6.0 to a new server Standard 3.0

Step 3. 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 Contact Center Manager Administration
server including Active Directory Application Mode (ADAM), by using the
Microsoft Windows backup method, or by using a proven third-party backup
tool of your choice. 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 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 about creating full backups of the application server, refer to
Microsoft documentation or the documentation of the third-party backup tool of
your choice.

1232 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 4. Back up the Nortel data files 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
Application Mode (ADAM) 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 ADAM 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 must be restored on to the target server in order to complete the
migration between servers.

There are four options for backing up these files:

„ Option 1: Nortel Backup and Restore utility
The first option is to use the Nortel Backup and Restore utility. This utility
provides an easy to use interface that allows you to schedule backups or
perform a one-time backup of Nortel data files. For details, see “Option 1:
To back up data using the Nortel Backup and Restore utility,” on page 1234.
„ 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 “Option 2: To back up data files using the Microsoft Windows Backup
Tool,” on page 1240.

Installation and Maintenance Guide 1233

Migrating CCMA 6.0 to a new server Standard 3.0

„ Option 3: Third-party backup tool of your choice.

There are several other third-party tools that can perform similar functions.
Nortel has tested the Veritas Backup Exec 9.1 tool, which can be used to
back up the Contact Center Manager Administration data. For known issues
and recommendation when backing up using Veritas Backup Exec 9.1, refer
to “Option 3: Known issues when backing up data using Veritas Backup
Exec 9.1,” on page 1243.
„ Option 4: Manually copy files
The fourth 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 “Option 4: To
back up Contact Center Manager Administration data files by manually
copying files,” on page 1245.

Choose the backup method that is most appropriate for your organization. For
details about each of the backup options, see “Backing up Contact Center
Manager Administration data files,” on page 1671.

Option 1: To back up data using the Nortel Backup and Restore utility
1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.

1234 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 In the left pane, click Nortel Networks.

Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1235

Migrating CCMA 6.0 to a new server Standard 3.0

3 In the window, click Backup & Restore.

Result: The Nortel Backup and Restore utility appears.

4 On the Backup tab, review the default location of the backup file,
Restore.bkf. This is the file that the utility creates when you back up the
Contact Center Manager Administration files. The file contains a snapshot
of all Contact Center Manager Administration files that you back up. To
change the default name or location of this file, click Browse, and then
navigate to the location in which you want to store the file, and type a new

1236 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

file name, if desired. When you are satisfied with the location of this file,
click Next.
Result: The Schedule page appears.

5 Click the backup schedule type that you want to perform. You can choose
from:
„ Daily (to schedule recurring backups once a day)
„ Weekly (to schedule recurring backups once a week)
„ Monthly (to schedule recurring backups once a month)
„ One Time Only (to schedule a one-time-only backup at a time in the
future)
„ Run Now (to back up files as soon as a valid username and password
are entered)
Result: Based on your selection, a new window appears, allowing you to
define your selected backup schedule.
6 When you have defined the backup schedule, click Next.
Note: When scheduling the monthly option, if you schedule the backup to
take place on a date that does not exist, then the backup is not performed
for that month. For example, the selection “31st day of every month” is
invalid because there are only 28 days in February. The Backup and
Restore utility only allows a task to be scheduled on the last day of the

Installation and Maintenance Guide 1237

Migrating CCMA 6.0 to a new server Standard 3.0

month containing the least number of days. For example, if you want the
backup to run in every month, then you can only schedule it to occur on day
28. However, if you clear February, then the last day of a monthly schedule
is 30. If you clear April, June, September, and November, then the last day
of a monthly schedule is 31.
Result: Two new boxes appear in the Backup tab, prompting you to enter a
username and password.

7 Type a valid administrator username and password for the server, and then
click Finish.
Note: You must enter a valid username and password (that is, any
username and password that are configured with administrative privileges
on the server). If you do not enter a valid username and password, a
window appears prompting you to reenter a valid username and password.
If this happens, click OK and reenter a valid username and password.
Result: The system backs up the required files at the time you specified
and stores the backup in the Restore.bkf file in the default location (or in the
custom file name and location that you have chosen). For details about
restoring the information in this file, see “Option 1: Restoring Contact
Center Manager Administration data with the Nortel Backup and Restore
utility,” on page 1463.

1238 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To view and manage scheduled tasks in the Nortel Backup and

Restore utility
1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

3 In the window, click Backup & Restore.

Result: The Nortel Backup And Restore utility appears.

Installation and Maintenance Guide 1239

Migrating CCMA 6.0 to a new server Standard 3.0

4 Select the View Scheduled Tasks tab.

Result: A list of your scheduled tasks appears including the status and the
next scheduled run time of each task.

5 Highlight a task and select an action from the following options:

„ To view the details of a task, click View Details.
Result: A detailed log file of your task appears.
„ To delete a task, click Delete Task.
Result: A window appears asking you to confirm deletion of the task. Click
Yes, and the task is deleted.
6 Click Close.

Option 2: To back up data files using the Microsoft Windows Backup

Tool
Detailed steps and information about the Microsoft Windows Backup Tool is
located on the Microsoft website at www.microsoft.com.
1 Click Start > All Programs > Accessories > System Tools > Backup.
Result: The Backup and Restore Wizard opens.

1240 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 Select Advanced Mode by clicking the Advanced Mode option.

Result: The Backup Utility Advanced Mode welcome screen appears.
3 Click the Backup tab.
Result: The Backup tab opens with a tree structure in the left pane listing
all directories and folders.
4 In the left pane, select the following files and folders by clicking the box to
the left of a file or folder (where <x> is the drive on which you installed
Contact Center Manager Administration).
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel
Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports
<x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime
Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCWdata

Result: A check mark appears next to your selected files.

5 In Backup destination, do one of the following:
„ Choose File if you want to back up files and folders to a file. This is
selected by default.
„ Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by
Backup, it appears at the bottom of the Backup 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.

Installation and Maintenance Guide 1241

Migrating CCMA 6.0 to a new server Standard 3.0

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
Backup destination for the backup window.
6 In Backup media or file name, do one of the following:
„ If you are backing up files and folders to a file, type a path and file name
for the backup (.bkf) file, or click the Browse button to find a file.
„ If you are backing up files and folders to a tape, choose the tape you
want to use.
7 Click Start Backup.
Result: The Backup Job Information window appears.
8 Click Start Backup.
Result: The Backup Progress window appears and informs you when the
backup operation is finished.
9 Close all windows to complete the procedure.

If you want to be able to schedule backups, then you must ensure that your
backup tool lets you back up all these types of files without requiring you to
manually copy any of them.

For further details about using the Windows Backup Tool or other backup
strategies, consult the Microsoft documentation at www.microsoft.com.

1242 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Option 3: Known issues when backing up data using Veritas Backup

Exec 9.1
There are several other third-party tools that can be used instead of the Nortel
Backup and Restore utility and the Microsoft Windows Backup Tool to back up
the Contact Center Manager Administration data. Nortel has tested the Veritas
Backup Exec 9.1 tool, which can be used to back up the Contact Center Manager
Administration data, and the information contained here pertains to the Veritas
Backup 9.1 software.

ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a
coresident system, it has an adverse effect on the
operation of the system and may require a complete
system rebuild.

If you use Veritas to back up Contact Center Manager Administration data, you
must note the following:
„ The default installation of Veritas Backup Exec uses the TCP port 10000,
which is also the default port used by the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact
Center Manager Administration 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).
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 Contact Center
Manager Administration 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 Contact Center Manager Administration, see Contact Center

Installation and Maintenance Guide 1243

Migrating CCMA 6.0 to a new server Standard 3.0

Manager Administration Technical Requirements and Operating System

Configuration Guide. For instructions for changing the Veritas Backup
Exec default port number, see the Veritas support article located at
www.seer.support.veritas.com.
„ When using the Veritas Backup Exec 9.1 tool to back up Contact Center
Manager Administration data files, you must first stop the SymposiumWC
service. Failure to do so results in errors in the Veritas backup, in which
case you are not able to use the backup to restore Contact Center Manager
Administration data. When the backup is complete, restart the
SymposiumWC service.
„ To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult
www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
„ 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 Contact Center Manager Administration 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 data files using the Microsoft Windows Backup
Tool” on page 1240.

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

1244 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Option 4: To back up Contact Center Manager Administration data

files by manually copying files
Back up the files in the folders listed below (where <x> is the drive on which
Contact Center Manager Administration is installed) to a secure storage location
such as a tape drive or a safe network drive.
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\
Historical\data
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\rpt\
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ <x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
„ <x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML

In addition to the files listed in these folders, you must also back up any files that
you have saved on the server for Contact Center Manager Administration
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:
„ Real-time display snapshots are stored as HTML files in the following
default path:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
„ Emergency Help snapshots are stored as HTML files in the following
default path:
<x>:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports

Finally, to manually back up ADAM instance files, take a copy of the following
directory and its contents:

<x>:\Program Files\Microsoft ADAM\instance1\

where <x>: is the drive on which Contact Center Manager Administration is

installed, and instance 1 is the folder containing the ADAM data files that are
installed with Contact Center Manager Administration.

Installation and Maintenance Guide 1245

Migrating CCMA 6.0 to a new server Standard 3.0

Step 5. Back up Real-Time Reporting and

Emergency Help

Introduction
There are two Contact Center Manager Administration configuration settings
that are stored in the Windows Registry:
„ Real-Time Reporting configuration settings (IP Send and IP Receive
Addresses)
„ Emergency Help configuration settings

Because these settings do not change often and cannot be backed up using
backup procedures, Nortel recommends that you take note of the Real-Time
Reporting configuration settings (IP Send and IP Receive Addresses) and the
Emergency Help configuration settings whenever these settings change (for
example, after installing or upgrading Contact Center Manager Administration).
These settings will need to be manually reconfigured during a restoration
process.

To back up Real-Time Reporting and Emergency Help configurations

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Configuration window appears.
2 In the left pane, click on the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
3 In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings dialog box appears.
4 Take note of all settings in the RTR Registry Settings dialog box.
5 Close the RTR Registry Settings dialog box.

1246 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

6 In the left pane of the Configuration window, click on the Emergency

Help folder.
Result: The Emergency Help Registry Settings icon appears in the right
pane,
7 Click on Emergency Help Registry Settings icon.
Result: The Emergency Help Registry Settings dialog box appears.
8 Take note of all settings in the Emergency Help Registry Settings dialog
box.
9 Close all windows to complete the procedure.

Installation and Maintenance Guide 1247

Migrating CCMA 6.0 to a new server Standard 3.0

1248 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Section C: Prepare the target server for

the migration

In this section
Overview 1251
Step 6. Install and configure Windows Server 2003 1252
Step 7. Install Internet Information Services with SMTP and ASP.NET 1264
Step 8. Ensure the computer name and DNS host name match 1267
Step 9. Add the server to an existing domain 1272
Step 10. Check the bindings order on the server 1276
Step 11. Install your remote support access tool 1278
Step 12. Install Sybase Open Client version 12.5 1294
Step 13. Install the Crystal Enterprise 10 Embedded software 1306
Step 14. Install the product software 1314
Step 15. Apply the same Service Update as on the source server 1331
Step 16. Install required hot fixes for third-party software 1337
Step 17. Add the server to an existing domain (optional) 1338
Step 18. Add ASP.NET applications to IIS 1342
Step 19. Configure IIS settings for Report Creation Wizard 1346
Step 20. Add the IUSR_SWC account as the anonymous user account 1350
Step 21. Configure License Manager Service 1361
Step 22. Configure Logon Warning message (optional) 1365
Step 23. Configure Real-Time Reporting 1370
Step 24. Configure Emergency Help 1379
Step 25. Configure SMTP and printers for Historical Reporting (optional) 1381
Step 26. Configure shared folders for Historical Reporting (optional) 1393

Installation and Maintenance Guide 1249

Migrating CCMA 6.0 to a new server Standard 3.0

Step 27. Configure Scripting 1424

Step 28. Configure Agent Desktop Display parameters on the server 1425
Step 29. Change the iceAdmin user account password (optional) 1429
Step 30. Configure language support (other than English) 1433
Step 31. Install the XML Automated Assignments feature (optional) 1454
Step 32. Copy latest user guides to the CCMA server 1457
Step 33. Other postmigration tasks 1459

1250 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Overview

To migrate Contact Center Manager Administration to a new server, you must

perform a full installation of Contact Center Manager Administration on the
target server.

All preinstallation, installation, and postinstallation procedures for a new

installation of Contact Center Manager Administration are documented in this
section. You can also refer to Chapter 3, “Installing the software on the primary
server” for the same procedures.

Installation and Maintenance Guide 1251

Migrating CCMA 6.0 to a new server Standard 3.0

Step 6. Install and configure Windows Server

2003

Introduction
Use the checklists in this section to install and configure Windows Server 2003
Enterprise or Standard Edition correctly for Contact Center Manager
Administration.

Nortel recommends that you do not upgrade your operating system on the
Contact Center Manager Administration server to Windows 2003 from a
previous version of Windows. For example, if your server has Windows NT or
Windows 2000 installed, remove the drive partitions and reformat the hard
drives on the server. Next, perform a new installation of Windows Server 2003
Enterprise or Standard Edition on the server using the “Windows Server 2003
installation checklist” on page 1254. Installing the operating system on a clean
server eliminates the possibility of carrying over incorrect settings from the
previous Windows installation.

ATTENTION „ Agent Desktop Display Release 4.0 is incompatible with

Contact Center Manager Administration. Therefore, you
must first upgrade all client PCs to Agent Desktop Display
4.5 and SOAP 3.0. This upgrade process must be done
manually on each client PC. For details about this
procedure, see the Symposium Web Client Planning,
Installation, and Administration Guide for Release 4.5/
SU05.
„ You cannot install a non-English version of the
operating system over an English version. Remove the
English operating system before proceeding with the
non-English installation. The presence of two operating
systems results in functionality problems in Contact
Center Manager Administration.

1252 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Note: If you install Contact Center Manager Administration on a server

coresident with Contact Center Manager Server, you must follow the
instructions in the Contact Center Manager Server Installation and
Maintenance Guide to install and configure the operating system. Do not
complete the Windows 2003 installation checklist.

Domain group policies and the Contact Center Manager

Administration server
It is no longer necessary for the Contact Center Manager Administration
software server to be installed as a primary domain controller. This change was
made with the release of Symposium Web Client 4.5 SU03 for Windows 2003.

For more information on domain group polices, refer to Chapter 17, “Working
with domains and workgroups.”

To install Windows Server 2003

This information is not a comprehensive walk-through of the operating system’s
installation process. For detailed information on Windows Server 2003 and how
to install it, see the documentation that accompanies the Windows Server 2003
Enterprise Edition or Standard Edition installation CD.

Notes:
„ Nortel recommends that you do not upgrade your operating system on the
application server to Windows 2003 from a previous version of Windows.
For example, if your server has Windows NT or Windows 2000 installed -
remove the drive partitions and reformat the hard drives on the server. Then
perform a new installation of Windows Server 2003 Enterprise or Standard
Edition on the server. Removing the previous operating system eliminates
the possibility of carrying over incorrect settings from the previous
Windows installation.
„ To minimize the risk of postinstallation issues due to misconfiguration,
Nortel recommends that you install the operating system from the original
operating system CD-ROM, following the instructions in the following
installation checklist. If you choose to install the operating system from a
disk-cloned image, then you must ensure that the image is taken from an
installation for which all instructions in the following checklist were

Installation and Maintenance Guide 1253

Migrating CCMA 6.0 to a new server Standard 3.0

followed. Installations from a disk-cloned image of the operating system,

where the instructions in the checklist were not followed, can result in
problems that are difficult to diagnose and can delay the commissioning of
Contact Center Manager Administration.

Windows Server 2003 installation checklist ✓

Set up a partition on the Contact Center Manager Administration server ❑

with an NTFS file system on the partition that will contain the Contact
Center Manager Administration application.
Note: There are no specific guidelines or restrictions regarding the number
or size of the server partitions for Contact Center Manager Administration.
The person installing the software must determine the best hard disk
configuration for the Contact Center Manager Administration 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.
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 device settings (mouse, keyboard,
monitor, and so on), click Details.

Personalize Your Software window ❑

Type your name and the name of your organization.

1254 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Windows Server 2003 installation checklist ✓

Your Product License Key window ❑

Type the Windows product license key for your installation.

Licensing Modes window ❑

Nortel recommends the following settings in this window:
„ Click Per Server.
„ Type 5* in the Concurrent Connections box.

Installation and Maintenance Guide 1255

Migrating CCMA 6.0 to a new server Standard 3.0

Windows Server 2003 installation checklist ✓

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 unique name of 6-12 uppercase characters
(A through Z), and any of the ten digits 0 through 9.
„ First character must be alphabetical
„ No other characters are allowed. For example, the name cannot include
any underscores (_).
„ Hyphens (-) are only permitted in the computer name of standalone
systems. If you are installing a coresident system (that is, Contact
Center Manager Administration and Contact Center Manager Server)
you cannot use hyphens in the computer name.
„ The name cannot be the same as any other computer or domain name in
the network.
2 Type the password for the Administrator account for this computer. You
must use this password when the user name Administrator is used to log on
to the computer on which Contact Center Manager Administration resides.
WARNING
If, at a later date, you change the computer name that you chose during the
Windows Server 2003 installation, you risk disrupting the operations of
both Contact Center Manager Administration and Active Directory
Application Mode because both applications require that the computer
name be identified on the network.
To prevent disruption on a Windows Server 2003 platform (either stand-
alone or coresident), if you change the computer name of the Contact
Center Manager Administration server after you install the Contact Center
Manager Administration software, you must reset the computer name in
IIS. Additionally, you must reset the Contact Center Manager
Administration SOAP files to reflect the new name by having an
administrator or support technician run the ChangeSOAPSrv utility.

1256 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Windows Server 2003 installation checklist ✓

Date and Time Settings window ❑

Adjust as required.

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 window ❑

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. Go to the next step.

Windows Components window ❑

Accept the default values in this window.
1 ASP.NET and IIS are subcomponents of the application server. Click
Application Server and then click Details to select ASP.NET and IIS on
the components list.
2 SMTP is a subcomponent of IIS and is not selected by default. Click
Internet Information Services, and then click Details to select SMTP on
the components list.
Note: Under Subcomponents of IIS, ensure that World Wide Web Service
is selected.
3 If you selected any values, click OK to return to the Windows
Components window.
4 Click Next.
5 Click Cancel to return to Manage your Server.

Installation and Maintenance Guide 1257

Migrating CCMA 6.0 to a new server Standard 3.0

Windows Server 2003 installation checklist ✓

Install service packs and drivers ❑

Install service packs and drivers as required by your specific server.

Set up subnets, gateways, and domain names ❑

Note: Before you choose the domain name for the Contact Center Manager
Administration server, consult with your LAN administrator to ensure that
it adheres to the naming conventions established for your network. Domain
names can include only alphanumeric characters, including hyphens and
periods, and cannot include underscores. You have the option to add the
server to an existing domain before or after you install Contact Center
Manager Administration.
1 On the server, click Start > Control Panel > Network Connections >
Local Area Connection. The Local Area Connection Properties window
appears.
2 In This connection uses the following items, click Internet Protocol
(TCP/IP), and then click Properties. The Internet Protocol (TCP/IP)
Properties window appears.
Note: Do not use dynamic IP addressing.
3 Click Use the following IP address, and, in the IP address section, enter
the IP address for the Contact Center Manager Administration server, the
subnet mask, and default gateway that your company uses.
4 Click Use the following DNS server addresses, and then enter the IP
address for the Preferred DNS server and Alternate DNS server.
5 Click Advanced. The Advanced TCP/IP Settings window appears.

1258 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Windows Server 2003 installation checklist ✓

Advanced TCP/IP Settings window ❑

1 Click the DNS tab.
2 In the lower half of the window, click Append these DNS suffixes (in
order), 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 Close.

Manually updating the HOSTS table

If you cannot configure a Domain Name Service (DNS) server during the
Windows installation, Contact Center Manager Administration cannot find the
Contact Center Manager Server systems. In this case, you must manually update
the HOSTS table.

When you use server names to connect to a Contact Center Manager

Administration server in TCP/IP networks, the server host name must be
associated with an IP address. When the HOSTS table carries out this
association, it is called host name resolution. The HOSTS table resolves host
names to IP addresses on local computers.

Installation and Maintenance Guide 1259

Migrating CCMA 6.0 to a new server Standard 3.0

To manually update the HOSTS table

ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information on HOSTS in the supporting
documentation for Microsoft Windows Server 2003.

1 Browse to the sample HOSTS tables are provided with the Windows Server
2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc

1260 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 Double-click the HOSTS file and open the file with a text editor (for example
Notepad) to modify the host tables.

ATTENTION
You do not have to use host tables for name resolution if
the names of the servers in Contact Center Manager
Server and the NCC server names are registered on a
DNS server.

Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
HOSTS table is provided below as a guideline, but is not intended to
indicate exactly how the HOSTS tables should be configured on the
Contact Center Manager Administration server.

3 At the end of the file, type the IP address and computer name of
„ each Contact Center Manager Server
„ each Network Control Center Server (NCCs)
Note: Separate the two values by using the space or the tab key. HOSTS
tables are case-sensitive.

Installation and Maintenance Guide 1261

Migrating CCMA 6.0 to a new server Standard 3.0

4 Click File > Save to save your changes.

Note: After you edit and save the file, the system automatically reads your
new settings. If you are editing the sample HOSTS file, save the file without
an extension so that the system recognizes your changes.
5 Close all windows to complete the procedure.

Applying security patches

Introduction
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, system administrators or the contact centre administrator must fulfil this
role.

Compatibility of security patches with Contact Center Manager

Administration
When possible, Nortel incorporates the latest operating system security
recommendations and patches in an integrated solutions testing strategy during
each test cycle. However, due to the urgent nature of security patches, Nortel
recommends that customers follow Microsoft guidelines as they are issued,
including any Microsoft installation procedures and security patch rollback
processes that are in place. Finally, you must make a full system backup before
patching the system. This allows you to rollback the system to a previous state,
if required.

Nortel recommends that you follow the security guidelines for Contact Center
Manager Administration, and refer to the latest Contact Center Portfolio Service
Packs Compatibility and Security Hotfixes Applicability List, available at
www.nortel.com.

1262 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Note: If Contact Center Manager Administration does not function properly

after you apply a Microsoft security patch, you must remove the patch and revert
to the previous version of Contact Center Manager Administration (from the
backup you made before applying the patch). For added security, always check
to see if Nortel has verified the Microsoft patch for its compatibility with
Contact Center Manager Administration.

Installation and Maintenance Guide 1263

Migrating CCMA 6.0 to a new server Standard 3.0

Step 7. Install Internet Information Services

with SMTP and ASP.NET

Introduction
Internet Information Services (IIS) must be installed on the application server
before you install Contact Center Manager Administration. If you did not install
the IIS component during the installation and configuration of Windows Server
2003, perform the following procedure now.

If you have already installed IIS with SMTP and ASP.NET on the application
server, you can proceed to “Step 8. Ensure the computer name and DNS host
name match,” on page 1267.

To install Internet Information Services (IIS)

1 On the server, click Start >Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.

1264 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 In the left pane, click Add/Remove Windows Components.

Result: The Windows Components Wizard opens.

3 Under Components, click Application Server, and then click Details.

Result: The Application Server dialog box opens.

4 Under Subcomponents of Application Server, select the ASP.NET

check box on the components list.
Result: A check mark appears next to ASP.NET.

Installation and Maintenance Guide 1265

Migrating CCMA 6.0 to a new server Standard 3.0

5 Under Subcomponents of Application Server, click Internet

Information Services, and then click Details.
Result: The Internet Information Services dialog box appears.
6 Under Subcomponents of Internet Information Services (IIS), select the
SMTP Service check box on the components list.

7 Under Subcomponents of Internet Information Services (IIS), ensure

that World Wide Web Service is selected.
8 Click OK.
Result: The Internet Information Services dialog box closes.
9 Click OK until you return to the Windows Components Wizard.
10 Click Next.
Note: If you are prompted, insert your Windows Server 2003 installation
disk.
11 Click Finish.

1266 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 8. Ensure the computer name and DNS

host name match

Introduction
You must ensure that your server computer name and DNS host name match
exactly, including uppercase and lowercase letters.

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

Installation and Maintenance Guide 1267

Migrating CCMA 6.0 to a new server Standard 3.0

To ensure the computer name and DNS host name match

1 After you have installed the operating system, log on to the server as
Administrator.
2 Click Start > Control Panel > System.
Result: The System Properties window appears.

1268 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

3 Click the Computer Name tab.

Result: The Computer Name information appears.

4 Write down the Full computer name exactly as it appears, including case.
Note: Ignore the period at the end of the Full computer name.

Installation and Maintenance Guide 1269

Migrating CCMA 6.0 to a new server Standard 3.0

5 Click Change.
Result: The Computer Name Changes window appears.

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

7 Compare the NetBIOS computer name on this window with the Full
computer name that you wrote down to determine whether the names
match exactly, including case.
8 Do one of the following:
z If the names match, close the windows you opened and continue with
the configuration of your server.
z If the names do not match, complete the procedure “To update the
computer name to match the DNS host name,” on page 1271.

1270 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To update the computer name to match the DNS host name

Note: This procedure is a continuation of the previous procedure.
1 Write down the NetBIOS computer name exactly as it appears.
2 In the DNS Suffix and NetBIOS Computer Name window, click Cancel.
Result: The Computer Name Changes window appears.
3 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step 1.
4 Click OK.
Note: If the only difference between the two names is the case (uppercase
or lowercase letters), you cannot click OK to register the change because
Windows does not recognize changes to case. In this situation, perform the
following workaround:
a. Type any character at the end of the Computer name to enable the OK
button.
b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
Result: The System Properties window appears.
d. Click Change.
e. Go back to step 3.
Result: The system prompts you to restart.
5 Click OK to close the System Properties window.
Result: The system prompts you to restart the server.
6 Click Yes.
7 When the system restarts, log on to the server as Administrator.
8 To ensure the names match now, repeat the procedure “To ensure the
computer name and DNS host name match,” on page 1268.

Installation and Maintenance Guide 1271

Migrating CCMA 6.0 to a new server Standard 3.0

Step 9. Add the server to an existing domain

Introduction
You have the option of adding your Contact Center Manager Administration
server to an existing Active Directory Application Mode domain.

You must add the server to an existing domain in the following scenarios:
„ If you are installing a replicating server, the replicating server must be
added to the domain of the primary server.
„ If you are installing a coresident server that includes a Communication
Control Toolkit server, there are some scenarios that require the application
server to be added to an existing domain. For further information, refer to
the Communication Control Toolkit Installation and Maintenance Guide.

For detailed information on the considerations for placing your Contact Center
Manager Administration in workgroups or domains, refer to Chapter 17,
“Working with domains and workgroups.”

1272 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

Installation and Maintenance Guide 1273

Migrating CCMA 6.0 to a new server Standard 3.0

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.

1274 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 Click the Domain option button, and then type the name of the domain.
Note: You must provide the fully qualified domain name of the domain,
which includes the prefix and suffix.
5 Click OK.
Result: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Installation and Maintenance Guide 1275

Migrating CCMA 6.0 to a new server Standard 3.0

Step 10. Check the bindings order on the

server

If you are using a single network interface card for a coresident installation, or if
your Contact Center Manager Administration server is a separate server with
only one network interface card, you can ignore this step and go directly to “Step
11. Install your remote support access tool” on page 1278.

If the Contact Center Manager Administration server has more than one network
interface card, you must configure the bindings order so that the Nortel Server
subnet network interface card comes first.

To check the bindings order on the server

1 On the server, click Start > Control Panel.
2 Double click Network Connections.
Result: The Network Connections window appears.

1276 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

3 In the Advanced menu, choose Advanced Settings.

Result: The Advanced Settings window appears.

4 In the Connections box, make sure that the Nortel Server subnet
connection is listed first. If it is not first, adjust the order.
5 Click OK.

Installation and Maintenance Guide 1277

Migrating CCMA 6.0 to a new server Standard 3.0

Step 11. Install your remote support access

tool

Introduction
Nortel recommends that you install and configure a remote support access tool
prior to installing Contact Center Manager Administration so that you can
access technical support during the installation procedure, if required.

Nortel personnel use pcAnywhere 11.5 as the preferred remote support access
tool. To install and configure the Host Only version of pcAnywhere version 11.5
on the Contact Center Manager Administration server, refer to “Installing and
configuring pcAnywhere 11.5 as your remote support access tool,” on page
1279. If you have a previous version of pcAnywhere installed on the Contact
Center Manager Administration server, consult the Symantec web site
(www.symantec.com) to find out whether you must uninstall your version before
installing pcAnywhere 11.5.

Alternatively, Nortel also accepts Microsoft Remote Desktop Connection for

Administration as a remote support access tool for customers on a Windows
2003 platform. This alternative is provided for customers whose security policy
does not allow pcAnywhere or who are using Microsoft Remote Desktop
Connection for Administration as the remote support tool for all PCs in their
network. For details about enabling Microsoft Remote Desktop Connection for
Administration, see “To enable Microsoft Remote Desktop Connection for
Administration,” on page 1293.

Note: Nortel recommends that you only install one of the supported remote
access tools (pcAnywhere or Remote Desktop Connection for Administration)
on the Contact Center Manager Administration server, not both.

1278 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Installing and configuring pcAnywhere 11.5 as your remote support

access tool

pcAnywhere and coresidency

Remote Access Services (RAS) is not supported on any coresident server
configuration of Contact Center 6.0 applications. RAS is supported on a
standalone Contact Center Manager Server or a standalone Contact Center
Manager Administration. RAS is not supported on a standalone Communication
Control Toolkit server. Additionally, Communication Control Toolkit does not
function on a server on which a modem is configured and used.

If your server is a standalone server with only Contact Center Manager

Administration installed, then do not follow the pcAnywhere installation and
configuration procedures for a standalone server in the Contact Center Manager
Server documentation. Instead, follow the procedures in this section to install
and configure pcAnywhere. However, if you are installing Contact Center
Manager Administration on a coresident server, then you do not have to perform
the procedure in this guide to install and configure pcAnywhere, as you can use
the installation that was already performed with the coresident Contact Center
Manager Server.

When Contact Center Manager Server is installed on a coresident server, RAS is

not enabled. Instead, Nortel recommends that users configure a Virtual Private
Network (VPN) connection for the coresident server. Connecting to the server
through pcAnywhere over a VPN connection is supported on coresident servers
with all three applications installed—Contact Center Manager Server, Contact
Center Manager Administration, and Communication Control Toolkit.

If Communication Control Toolkit is included in the coresident installation, then

in addition to the VPN connection (recommended), you can use pcAnywhere to
connect to the coresident server only in the following ways:
„ through an Ethernet connection over a LAN
„ through a dial-up connection into another non-Communication Control
Toolkit computer on the domain that provides access to the Communication
Control Toolkit server through a LAN

Installation and Maintenance Guide 1279

Migrating CCMA 6.0 to a new server Standard 3.0

Problems will occur if you attempt to connect directly to the Communication

Control Toolkit server through a modem due to a potential conflict when a
modem driver coexists with Communication Control Toolkit drivers on the same
server.

One licensed copy of pcAnywhere version 11.5 for host computers only is
provided for the server on the Contact Center Manager installation DVD. This
software license lets you configure the server as the host computer in remote
control sessions (that is, the computer to which remote computers connect).

Use the Windows Add/Remove Programs utility in the Control Panel to install
the pcAnywhere 11.5 software. For compatibility with Contact Center Manager
Administration, ensure that you install the Host Only version of the software.

Note: If you are upgrading from a previous version of the software and the
installation wizard asks if you want to preserve configuration data, select No.
Configuration data from previous versions of pcAnywhere is incompatible with
pcAnywhere version 11.5.

ATTENTION
If you are installing Contact Center Manager
Administration on its own, do not follow the installation
and configuration procedures for a stand-alone server in the
Contact Center Manager Server documentation.
However, if you are installing Contact Center Manager
Administration on a coresident server with Contact Center
Manager Server, then you can use the installation of
pcAnywhere that has already been completed through the
Contact Center Manager Server installation. In this case, you
do not need to follow the instructions in this section.

1280 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

CAUTION

Risk of system failure

.

Before you install pcAnywhere version 11.5, ensure that the video
drivers on the Contact Center Manager Administration server PC
are current by consulting the driver manufacturers’ web sites for
any available updates. Failure to do so can result in the appearance
of a blue screen after pcAnywhere installation or after use of
pcAnywhere for operations such as file transfer. For more
information, refer to the pcAnywhere web site at
www.symantec.com.

To install pcAnywhere 11.5

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

Note: If you are installing Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then you can use the
installation of pcAnywhere that has already been completed through the Contact
Center Manager Server installation. In this case, you do not need to follow the
instructions in this section.
1 Log on to the Contact Center Manager Administration server as
Administrator.
2 Insert the pcAnywhere version 11.5 CD into the server.
3 If autorun starts and you click Install, or if you clicked the setup.exe file on
the CD, the Terminal Server Install Failure dialog box appears. This
occurs because Terminal Services must be in Install Mode before you can
install an application.

4 Click Add or Remove Programs to open the Add or Remove Programs

window.

Installation and Maintenance Guide 1281

Migrating CCMA 6.0 to a new server Standard 3.0

5 Click Add New Programs.

6 Click CD or Floppy.
7 Click Next.
Result: The program finds the setup.exe file on the CD.
8 Click Next.
Result: The pcAnywhere 11.5 launchpad appears.
9 Click Symantec pcAnywhere.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This may take a few moments.
10 Click Next.
Result: The License Agreement window appears.
11 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
12 Enter your username and company details, and then click Next.
Result: The Destination Folder window appears.
13 Accept the default location for installing the software, or click Change to
choose a custom location. Then click Next.
Result: The Custom Setup window appears.
14 Accept the defaults in this window, and then click Next. Nortel recommends
that you do not install the Host Administrator and Host Agent features.
Result: The Ready to Install the Program window appears.
15 Click Install.
Result: The program installs the software. When it is finished, the
LiveUpdate window appears. Click Next.
16 The program installs any updates. Click Finish when it is done.
17 When the wizard prompts you to register pcAnywhere, click Skip. Then
click Yes when it asks you to confirm your choice.
18 Click Finish when the installation is complete.

1282 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To start pcAnywhere 11.5 or later for the first time

Tip: To ensure optimum speed when using pcAnywhere, before starting the
program, configure the Active Desktop settings on the server as follows:
a. Right-click anywhere on the server desktop.
b. On the menu, select Active Desktop.
Result: Another menu appears.
c. On this menu, ensure that Show Web Content is not selected.
1 Log on to Windows as Administrator.
2 From the Windows Start menu, choose All Programs > Symantec
pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.

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

Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later

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

Note: If you are installing Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then you can use the
installation of pcAnywhere that has already been completed through the Contact
Center Manager Server installation. In this case, you do not need to follow the
instructions in this section.

Installation and Maintenance Guide 1283

Migrating CCMA 6.0 to a new server Standard 3.0

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

To change the Windows access rights for pcAnywhere files

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.
d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to the following folder:
C:\Documents and Settings\All Users\Application
Data\Symantec\pcAnywhere
where C is the drive on which pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon.
Result: A menu appears.
4 From the menu, click Properties.
Result: The pcAnywhere Properties window appears.

1284 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

5 Click the Security tab.

6 In the Name box, select Administrators.

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

To configure pcAnywhere 11.5 or later as a host

Note: If you are using a modem connection with pcAnywhere, you must have
the modem configured before you perform this procedure.
1 Log on to the server as Administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, click Skip, and then
choose Yes when asked to confirm.
3 On the pcAnywhere manager (left side), select the Hosts option.
Result: The Hosts option on the pcAnywhere manager pane is selected.

Installation and Maintenance Guide 1285

Migrating CCMA 6.0 to a new server Standard 3.0

4 Click the File menu, and then choose New > Item > Use Wizard.
Result: The Host Setup Wizard window appears.

5 From the Connection type for this host box, select your modem (if you
are using a modem connection with pcAnywhere); otherwise, choose TCP/
IP.
6 From the Optimized for list, choose Low bandwidth (modem
connection).

1286 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

7 Click Next.
Result: The following Wizard window appears:

8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.
Result: The following Wizard window appears.

Installation and Maintenance Guide 1287

Migrating CCMA 6.0 to a new server Standard 3.0

10 Accept the default values in this window, and then click Next.
Result: The following Wizard window appears.

11 Click Add.
Result: The Identification window appears.

12 In the Login name box, type a name for the caller account. You can
choose any name, or use a name that is familiar to you, such as NGenDist.
13 In the Password box, type the password for the caller account.
Tip: If you typed NGenDist for the login name, you can use the same
NGenDist password that is used in Contact Center Manager Server, or you
can use a password of your choice.
14 In the Confirm password box, type the same password again.

1288 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

15 Click OK.
16 Click Finish to close the wizard.
Result: The Hosts window reappears with the new account selected.
17 In the Selected account name box, type a custom name for this account
to identify it in the list of caller accounts.
18 To continue configuring the account, right-click it, and then select
Properties.
Result: The Host Properties: <account name> window appears.

19 Click the Callers tab.

Installation and Maintenance Guide 1289

Migrating CCMA 6.0 to a new server Standard 3.0

20 In the Caller list, select the caller account that you just created (its name
appears blank until you finish configuring it with the following steps), and
then click the Properties icon.
Result: The Caller Properties window appears.

21 Click the Privileges tab.

22 Click the Superuser option button.
23 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Login ID.
24 Click the Security Options tab.
25 Under Login Options, ensure that Limit login attempts per call and Limit
time to complete login are selected and set to 3. Ensure that the Session
options are set to Host and Remote, and the Encryption Level is set to
None.

1290 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

26 Click the Conference tab.

27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
28 Click Apply to save your settings.
29 Click the Protect Item tab if you want to assign a password to control who
can modify the Network icon settings. Otherwise, skip to the next step.

ATTENTION
If you select the Required to modify properties option on the
Protect Item tab, you must enter the password each time a
setting is changed. Record the password and keep a copy of it
in a safe place. If you forget the password, you cannot change
any settings.

30 Click OK to save all pcAnywhere Host settings.

Result: The Hosts window reappears.

Installation and Maintenance Guide 1291

Migrating CCMA 6.0 to a new server Standard 3.0

31 Optionally, repeat steps 4 to 30 to create another caller account of your

choice (for example, NGenDesign).
Tip: If you typed NGenDesign for the login name of the second caller
account, then you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.
32 Close the Symantec pcAnywhere window.

To start pcAnywhere 11.5 or later

1 Log on to Windows as Administrator.
2 From the Windows Start menu, choose All Programs > Symantec
pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.
3 In the pcAnywhere window, in the Hosts pane, right-click the caller account
you created in the previous procedure, and then click Start Host.

Using Microsoft Remote Desktop Connection as your remote support

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

Microsoft Remote Desktop Connection for Administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled. For details, see “To enable
Microsoft Remote Desktop Connection for Administration,” on page 1293.

Remote Network Connection Configuration

Microsoft Remote Desktop Connection for Administration requires a TCP/IP
connection between the local computer and the remote Contact Center Manager
Administration server (that is, a direct modem connection is not supported). You
have two options for establishing a TCP/IP network connection:
„ Virtual Private Network (VPN) connection using Nortel VPN Router
(recommended)

1292 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

or
„ Microsoft Network and Dial-up Connection for Remote Access Support
connection

To enable Microsoft Remote Desktop Connection for

Administration

Note: In order to enable Microsoft Remote Desktop Connection for

Administration, you must be logged on to the system with administrator
privileges.
1 On the server, click Start >Control Panel > System.
Result: The System Properties Window opens.
2 Click the Remote tab.
3 On the Remote tab, select Enable Remote Desktop on this computer.
4 Click OK.
For details about using Microsoft Remote Desktop Connection for
Administration, refer to Microsoft documentation at www.microsoft.com.

Installation and Maintenance Guide 1293

Migrating CCMA 6.0 to a new server Standard 3.0

Step 12. Install Sybase Open Client version

12.5

Introduction

ATTENTION
If you are installing Contact Center Manager
Administration on a coresident server with Contact
Center Manager Server, then Sybase Open Client
version 12.5 is already installed and you can skip
this step. Likewise, you do not need to verify the
version of Sybase that is installed, nor do you need
to update the Sybase 12.5 Open Database
Connectivity (ODBC) driver. In this case, you can
proceed directly to “Step 13. Install the Crystal
Enterprise 10 Embedded software,” on page 1306.

If you are installing Contact Center Manager Administration on a stand-alone

server, you must install Sybase Open Client version 12.5 and update the Sybase
12.5 ODBC driver to use the Historical Reporting and Contact Center
Management components. To install Sybase Open Client, you must have
administrator privileges on the Contact Center Manager Administration server.

Note: If you have Sybase version 12.0 installed on the Contact Center Manager
Administration 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 Contact Center Manager Administration server, then you must
uninstall it before you install version 12.5. For information about uninstalling
the software, see the documentation posted on the Sybase web site at
www.sybase.com.

After you install Sybase Open Client version 12.5, you must update the Sybase
Open Client driver. For details, see “To update the Sybase ODBC driver” on
page 1302.

1294 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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

If the server already has Sybase Open Client installed, perform the following
procedure to verify the version of the software before upgrading to Sybase Open
Client 12.5:
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.

2 Click the Advanced tab.

Installation and Maintenance Guide 1295

Migrating CCMA 6.0 to a new server Standard 3.0

3 Click Environment Variables.

Result: The Environment Variables window appears.

4 In the System variables box, locate the Sybase software entries. For
example, if Sybase Open Client version 12.0 is installed on the server, the
list displays SYBASE_OCS: OCS_12_0, and for Sybase Open Client
version 12.5, the list displays SYBASE_OCS: OCS_12_5.
5 If the list displays SYBASE_OCS: OCS_12_5, Sybase Open Client version
12.5 is installed and you can skip to “Step 13. Install the Crystal Enterprise
10 Embedded software,” on page 1306. If you do not see a Sybase
software entry, or if the list displays SYBASE_OCS: OCS_12_0, you must
install Sybase Open Client version 12.5 by following the procedure “To
install Sybase Open Client version 12.5 or upgrade from version 12.0,” on
page 1297.

Note: Contact Center Manager Administration only functions with Sybase Open
Client 12.5. If the Contact Center Manager Administration 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. For information about
uninstalling Sybase software, see “To uninstall Sybase Open Client” on page
1506.

1296 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To install Sybase Open Client version 12.5 or upgrade from version

12.0
Note: If you are installing Contact Center Manager Administration on a
coresident server with Contact Center Manager Server, then Sybase Open Client
version 12.5 is already installed and you can skip this procedure. Likewise, you
do not need to upgrade the Sybase 12.5 ODBC driver. In this case, you can
proceed directly to “Step 13. Install the Crystal Enterprise 10 Embedded
software,” on page 1306.
1 Insert the Contact Center Manager installation DVD into the DVD-ROM
drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Sybase, located in the CCMA
folder of the Contact Center Manager installation DVD.

Installation and Maintenance Guide 1297

Migrating CCMA 6.0 to a new server Standard 3.0

4 In the Sybase folder, double-click the file setup.exe.

Result: The Sybase Installation Type window appears.

5 Click Standard Install, and then click Next.

Result: The Choose Directory window appears.

6 If you are installing the software for the first time, type a 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,
type E:\Sybase. If you do not know this location, type a new location in

1298 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

which to install the software, or accept the default location shown

(C:\SYBASE).

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.”

7 Click Next.
Result: The Summary window appears and displays the components
being installed.

Installation and Maintenance Guide 1299

Migrating CCMA 6.0 to a new server Standard 3.0

8 Click Next.
Result: The Create Directory window appears and prompts you to confirm
the name of the directory to which the files will be copied.

9 Click Yes.
Result: The Installing window appears and displays a status bar while the
system installs the program.

10 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 or reinstall these Sybase files:
„ replace mchelp.dll version 12.0 with version 12.5.0.0
„ replace mclib.dll version 12.0 with version 12.5.0.0
„ replace Language Modules version 12.0 with version 12.5
„ reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you
can click either Yes or No. Because the file is optional, your choice does
not affect the Sybase installation. If you choose to replace the optional
Power Dynamo file, replace version 3.0.0 with version 3.5.2.

1300 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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: Click OK if a window with the following message appears:
COMCTL32.DLL - The system does not need this update.
Result: When the installation is complete, the Sybase Installer
Confirmation window appears and prompts you to restart the system before
configuring the installed components.

11 Click Yes.
Result: This can take several minutes. 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 and confirms the
Sybase installation.

ATTENTION
Do not remove the Contact Center Manager
installation DVD from the DVD-ROM drive during the
system restart process. The Installation Wizard
carries out some final configuration procedures after
the system restarts.

12 Click OK.
13 Close the Control Panel window. Continue with the following procedure,
“To update the Sybase ODBC driver.”

Installation and Maintenance Guide 1301

Migrating CCMA 6.0 to a new server Standard 3.0

To update the Sybase ODBC driver

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

ATTENTION
If you are installing Contact Center Manager Administration
on a coresident server with Contact Center Manager Server,
then the Sybase OBDC driver is already updated and you can
proceed directly to “Step 13. Install the Crystal Enterprise 10
Embedded software,” on page 1306. The Contact Center
Manager Server uses the ODBC driver version 4.10.00.41.
Therefore, Nortel recommends that you do not install
EBF11113 as part of the Contact Center Manager
Administration installation as it will overwrite the OBDC
version used by Contact Center Manager Server and can
impact operation of the Contact Center Manager Server.

Notes:
„ If you already have Sybase Open Client 12.5 installed on the Contact
Center Manager Administration server and are upgrading Contact Center
Manager Administration from one build to the next build, then you must
update the Sybase Open Client 12.5 ODBC driver before you upgrade the
Contact Center Manager Administration software.
„ For further instructions, see the instructions.txt file, which is located in the
EBF11113 folder on the Contact Center Manager installation DVD.
1 On the Contact Center Manager Administration server, free up all active
Sybase Open Client connections as follows:
a. Close all Contact Center Manager Administration browser sessions.
b. Stop any other third-party applications that are running on the Contact
Center Manager Administration server and that use Sybase Open
Client.
2 On the Contact Center Manager Administration server, reset IIS as follows:
a. Click Start > Run.
b. In the Open box, type cmd.
c. Click OK.
d. At the prompt, type iisreset.

1302 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

e. Press Enter.
Result: The following screen appears.

3 Install the updated driver, EBF11113, as follows:

a. At the MS-DOS prompt, navigate to the root directory of the Contact
Center Manager Administration DVD-ROM. For example, <x>: \CCMA
(where <x> is the location of the DVD-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 the Sybase Open Client 12.5 software installed on
the Contact Center Manager Administration server (for example,
c:\sybase); and C:\EBF11113.TXT is the log file that you can use to
verify that 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 Contact Center Manager Administration server, verify that the
system successfully updated the driver as follows:
a. Click Start > Administrative Tools > Data Sources (ODBC).
Result: The ODBC Data Source Administrator window appears.
b. Click the Drivers tab.

Installation and Maintenance Guide 1303

Migrating CCMA 6.0 to a new server Standard 3.0

c. On the tab, scroll down until you locate the Sybase ASE ODBC driver.
The correct driver version is 4.10.00.49.
d. Click OK.
Note: If the ODBC driver version is not 4.10.00.49, then open the log file,
C:\EBF11113.txt, to see if there were any error messages recorded during
the xcopy command.
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

1304 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

EBF11113\OLEDB\sydaase.hlp
EBF11113\OLEDB\sydaaser.dll
EBF11113\OLEDB\sydaldap.dll
25 File(s) copied

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 16. Install required hot fixes for third-party software” on page 1337.

Installation and Maintenance Guide 1305

Migrating CCMA 6.0 to a new server Standard 3.0

Step 13. Install the Crystal Enterprise 10

Embedded software

Introduction
To work with the Historical Reporting component in Contact Center Manager
Administration, you must first manually install the Crystal Enterprise 10
Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so will halt the Contact Center
Manager Administration installation.

The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You do not need to purchase a separate license.

1306 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To install Crystal Enterprise 10 Embedded

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA
folder of the Contact Center Manager installation DVD.

Installation and Maintenance Guide 1307

Migrating CCMA 6.0 to a new server Standard 3.0

4 In the CR10_EE folder, double-click the file setup.exe.

Result: The Welcome window appears.

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

1308 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

6 Accept the terms of the license agreement, and then click Next.
Result: The User Information window appears.

7 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type window appears.

Installation and Maintenance Guide 1309

Migrating CCMA 6.0 to a new server Standard 3.0

8 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.

9 Click Next.
Result: The system begins installing the software and the following window
appears.

1310 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

10 When the installation is finished, the Completed window appears.

11 Click Finish.

To install Crystal 10.0 Common Hotfix patch

Note: The Crystal 10.0 Common Hotfix patch must be installed after installing
the Crystal Enterprise 10 Embedded software, and before installing Contact
Center Manager Administration.

Installation and Maintenance Guide 1311

Migrating CCMA 6.0 to a new server Standard 3.0

1 Insert the Contact Center Manager installation DVD into the drive.
Result: If this is the first time you are inserting the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu opens.

2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.
Result: The Legal Disclaimer information appears.
6 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes will be stopped during the installation.

1312 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

7 Read the warning and click Next.

Result: The Select Components screen appears.
8 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
9 Read the information and click Next.
Result: Windows will appear informing you of the services that are being
stopped. After the installation is complete, a dialog box appears asking if
you want to view a readme file.
10 Select Yes or No, depending on your preference
Result: A dialog will appear prompting you to restart your services.
11 Click Yes.
Result: The InstallShield Wizard Complete window appears.
12 Click Finish.

Note: As hot fixes for known issues with third-party software (for example,
Sybase, Crystal, and Windows) become available, Nortel provides these hot
fixes in a folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
“Step 16. Install required hot fixes for third-party software” on page 1337.

Installation and Maintenance Guide 1313

Migrating CCMA 6.0 to a new server Standard 3.0

Step 14. Install the product software

Introduction
Before you begin the procedures in this step you must complete the following
tasks:
„ Read the Contact Center Planning and Engineering Guide. This guide
contains important information about the Contact Center 6.0 data network
and how the components of the suite work together.
„ Read and complete the procedures in the Contact Center Installer’s
Roadmap. This guide contains important information about the information
that you need to collect about your network system in order to complete the
Contact Center Manager Administration installation.
„ Read and complete the procedures in the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide. This guide contains important information about
server software and hardware requirements, and includes procedures for
installing and configuring Windows Server 2003 on the application server.
„ Verify that Internet Information Services (IIS) is installed before you install
Contact Center Manager Administration. To do this, click Start > All
Programs > Administrative Tools. If Internet Services Manager is listed, IIS
was successfully installed. If IIS does not appear, then you must ensure that
it is correctly installed before you proceed with the Contact Center
Manager Administration installation. For details about installing IIS, see
the Contact Center Manager Technical Requirements and Operating
System Configuration Guide.

1314 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

You must have administrator privileges in Windows Server 2003 to install

Contact Center Manager Administration on the Contact Center Manager
Administration server.

ATTENTION
It is important to take note of the Administrator account that
you use to install Contact Center Manager Administration
software, Service Updates, Service Update Supplements, or
designer fixes and patches. If you have multiple Administrator
accounts, you must ensure that you always use the same
Administrator account to install or uninstall Contact Center
Manager Administration software, Service Updates, Service
Update Supplements, or designer fixes and patches. If you
attempt to install or uninstall Contact Center Manager
Administration, future Service Updates, Service Update
Supplements, or designer fixes and patches using a different
Administrator account, the installation or uninstallation will
fail.

To install Contact Center Manager Administration

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.

Installation and Maintenance Guide 1315

Migrating CCMA 6.0 to a new server Standard 3.0

2 Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
Result: The Contact Center Manager DVD installer main menu opens.

3 Select Contact Center Manager Administration from the components

list.

1316 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 Click Install
Result: The DVD Installer main menu disappears. 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.The Contact Center
Manager Administration Setup Wizard window appears.

5 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to enable replication.

Installation and Maintenance Guide 1317

Migrating CCMA 6.0 to a new server Standard 3.0

6 Click No.
Result: The Customer Information window appears.

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

information.
b. To set up access restrictions for this Contact Center Manager
Administration 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
Contact Center Manager Administration.

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 Contact Center
Manager Administration from using the Contact Center
Manager Administration server.

Only for me (<user name>) indicates that you want only a user with
your username and password to be able to log on to Contact Center
Manager Administration.

1318 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

7 Click Next.
Result: The Simple Object Access Protocol (SOAP) Configuration
Parameters window appears.

8 In the SOAP Configuration Parameters window, type the URL that you
use to access Contact Center Manager Administration on the Contact

Installation and Maintenance Guide 1319

Migrating CCMA 6.0 to a new server Standard 3.0

Center Manager Administration server. Enter the URL without the http://
prefix and with less than 24 characters.

ATTENTION The URL in the SOAP Configuration Parameters window

cannot exceed 24 characters. If your Contact Center
Manager Administration server URL exceeds 24
characters (for example, if your site refers to the fully
qualified domain name of the Contact Center Manager
Administration server in the SOAP files), you must enter a
URL less than 24 characters in the SOAP Configuration
Parameters windows during the installation. To update
the SOAP files with the correct Contact Center Manager
Administration server URL that exceeds 24 characters
after the installation, run the ChangeSOAPSrv utility after
you install SU02, SU0201, DP020101, and DP020103 on
the application server. For information about how to run
the ChangeSOAPSrv utility, see “To run the
ChangeSOAPSrv utility,” on page 1837.

The following list provides additional information about the URL that you
type into this window:
„ If the Contact Center Manager Administration default URL is the same
as the Contact Center Manager Administration server computer name,
then you can accept the default value shown.
„ If the Contact Center Manager Administration default URL is the Contact
Center Manager Administration server fully qualified host name (for
example, <computer name>.<domain name>.com), then you must type
this name. To view the fully qualified domain name of the server, ping
the server computer name. The results of a successful ping include the
fully qualified domain name.
„ If the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, then you
must type the fully qualified domain name in this window. To view the
fully qualified domain name of the server, ping the server computer
name. The results of a successful ping include the fully qualified domain
name.
„ If you are installing Contact Center Manager Administration as a virtual
directory on an existing web site, then you must type either the

1320 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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 are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration 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 Contact Center Manager Administration server.
For details about configuring the client PC after installing Contact Center
Manager Administration, see “Step 3. Configure Internet Explorer” on page
255.
9 Click Next.
Result: If you are performing an installation without replication, the Port
Configuration for ADAM window appears.

ATTENTION
If you are performing an installation with replication
enabled, the Web Site Type window appears and you
must skip step 32 and 33 and proceed directly to the
result in step 34.

Based on the server configuration, the default values in the Port

Configuration for ADAM window vary, as follows:
„ Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear
in this window.

Installation and Maintenance Guide 1321

Migrating CCMA 6.0 to a new server Standard 3.0

„ Port 50000 for LDAP and port 50001 for SSL appear in this window.
10 Before accepting these default value in the Port Configuration for ADAM
window, 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.
11 Click Next.
Result: The Web Site Type window appears.

You can install Contact Center Manager Administration as the default web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing web site. For more information
about how to determine the type of web site that best suits your company’s
needs, see “Web sites and virtual directories” on page 1956.
To install Contact Center Manager Administration as the default web
site

1322 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

a. Click Default and proceed to step 12.

ATTENTION
For optimum performance, Nortel recommends that you
click Default, reserving the Contact Center Manager
Administration server solely for the use of Contact Center
Manager Administration.

or

Installation and Maintenance Guide 1323

Migrating CCMA 6.0 to a new server Standard 3.0

To install Contact Center Manager Administration 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.
c. If you want to change the name, type a new name. Do not use an
underscore (_) in the virtual directory name.
Note: The name you choose will be the name of the folder in the Default
Web Site tree in IIS. To see a sample of Contact Center Manager
Administration as a virtual directory and as a default web site, see “Web
sites and virtual directories” on page 1956.
d. Proceed to step 12.
12 Click Next.
Result: The Destination Folder window appears.

1324 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

13 Review the default destination folder. To change the folder location, click
Change and select a different location. To accept the default folder
location, click Next.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 1325

Migrating CCMA 6.0 to a new server Standard 3.0

14 Click Next.

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

Result: The Installing Contact Center Manager Administration progress

window appears.

Note: The Files in Use window may appear and notify you of files that you
are using or windows that you have open that are preventing the Contact
Center Manager Administration 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 or
Remove Programs window. In this case, click Retry. If the installation
does not proceed, then click Ignore. The installation proceeds.
15 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom

1326 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

password for the iceAdmin user account. This user account has full
administrative privileges and is required for proper Contact Center Manager
Administration functionality.
Note: You are only required to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. Because you are
now performing a fresh installation, the Old Password box is unavailable.

16 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see “Step 29. Change
the iceAdmin user account password (optional)” on page 1429.
17 In the Confirm Password box, type the password again.
18 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 19.

Installation and Maintenance Guide 1327

Migrating CCMA 6.0 to a new server Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

1328 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

19 Click OK.
Result: The system ensures that you typed the same password both
times, and registers the new password. After the system installs Active
Directory Application Mode (ADAM), the Crystal Reports templates and
Server Simple Object Access Protocol (SOAP) templates, the Welcome to
the InstallShield Wizard for ServerSoapInstall window appears.

Note: If the window does not appear, the system automatically starts
installing the SOAP files. In this case, proceed to the next step.

Installation and Maintenance Guide 1329

Migrating CCMA 6.0 to a new server Standard 3.0

20 The program searches for installed components, and then installs the
required SOAP files.
Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

21 Click Finish to exit the setup wizard.

Note: If you are performing an installation with replication, this instance of
ADAM now has all existing data that resides in the ADAM instance with
which it is replicated. From this point on, replication works both ways, with
each computer sharing its ADAM data with the other computer.
Result: The Contact Center Manager Administration Installer Information
dialog box appears.

22 Click Yes to restart your computer.

1330 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 15. Apply the same Service Update as on

the source server

Introduction
To migrate Contact Center Manager Administration to a new server, you must
install the same version of Contact Center Manager Administration and the same
Service Update and Service Update Supplement that are installed on the source
server.

Installation and Maintenance Guide 1331

Migrating CCMA 6.0 to a new server Standard 3.0

Applying the same Service Update or Service Update Supplement as

on the source server

ATTENTION „ When you install the latest Service Update, take

note of the Administrator account with which
you are currently logged on to the server. If you
have multiple Administrator accounts, you
must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and Designer
Patches on the server. If you install an update
with one account, and then try to install the next
update or uninstall the current patch while
logged on as a different account, the installation
or uninstallation fails.
„ Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater
than 24 characters. In this scenario, the License
Manager Service will not start and the Service
Update installation will fail. The
ServerSoapName value exceeds 24 characters
when your site references the Contact Center
Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL
of more than 24 characters in the SOAP
Configuration Parameters window during the
Contact Center Manager Administration
installation. For information about
troubleshooting this issue, refer to “Installation
of SU02 or SUS0201 fails because License
Manager Service does not start,” on page 1823.

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.

1332 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

„ Before installing the Service Update or Service Update Supplement, Nortel

recommends that you verify the patch level currently installed on the server
by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
„ To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for
example, WinZip).

To apply the same Service Update or Service Update Supplement

as on the source server
1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that may have been issued since the
release of the DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.
3 Download the same Service Update as is on the source server and its
associated Readme file. Save the file on the replicating Contact Center
Manager Administration server. Service Updates are packaged as self
extracting executable files.
4 Download the same Service Update Supplement as is on the source server
and its associated Readme file. Save the file on the replicating Contact
Center Manager Administration server. Service Updates Supplements are
packaged as self extracting executable files.
5 Extract the contents of the executable file to the location of your choice by
running the executable file.
6 Extract the contents of the .zip file(s) to the location of your choice.

Installation and Maintenance Guide 1333

Migrating CCMA 6.0 to a new server Standard 3.0

7 Double-click the Service Update .msi or Service Update

Supplement.msi file to start the installation. An example of a Service
Update file name is CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.

8 Click Yes to read the file, or No to proceed directly with the installation.
Notes:
„ The readme file can contain important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
„ If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
installation for the older patch again. For details on uninstalling patches,
see “Uninstalling an SU, SUS, or DP” on page 1584.

1334 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

9 Click Next.
Result: The Ready to Install window appears.

Notes:
„ If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
„ Click Next to remove the patches. When the system has finished
removing the patches, the installation of the new patch proceeds. See
step 10.
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

Installation and Maintenance Guide 1335

Migrating CCMA 6.0 to a new server Standard 3.0

10 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.

Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
11 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
12 Repeat steps 6-11 to install other Service Update Supplements and
Service Updates that correspond to those installed on the source server.
13 After all the SU and SUS are installed, close all windows and restart the
server.

1336 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 16. Install required hot fixes for third-

party software

Introduction
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center - Manager installation DVD.

After you install Contact Center Manager Administration, you must install all
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.

To install required hot fixes for third-party software

1 Log in to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
4 Nortel also recommends that you go to the web site www.nortel.com/espl to
check for any hot fixes that may have been issued since the release of the
DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

Installation and Maintenance Guide 1337

Migrating CCMA 6.0 to a new server Standard 3.0

Step 17. Add the server to an existing domain

(optional)

Introduction
After you have installed Contact Center Manager Administration, you have the
option of adding your Contact Center Manager Administration server to an
existing Windows domain.

If you have already added your Contact Center Manager Administration server
to an existing domain or if you do not want to add your server to an existing
domain, you can skip this step and proceed directly to “Step 18. Add ASP.NET
applications to IIS” on page 1342.

You must add the server to an existing domain in the following scenarios:
„ If you are installing a replicating server, the replicating server must be
added to the domain of the primary server.
„ If you are installing a coresident server that includes a Communication
Control Toolkit server, there are some specific scenarios that require the
Contact Center Manager Administration server to be added to an existing
domain. For further information, refer to the Communication Control
Toolkit Installation and Maintenance Guide.

For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, refer to Chapter 17,
“Working with domains and workgroups.”

1338 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

Installation and Maintenance Guide 1339

Migrating CCMA 6.0 to a new server Standard 3.0

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.

1340 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Installation and Maintenance Guide 1341

Migrating CCMA 6.0 to a new server Standard 3.0

Step 18. Add ASP.NET applications to IIS

Introduction
In order for the Report Creation Wizard component of Contact Center Manager
Administration to function, IIS must be configured to support ASP.NET
applications.

Note: If you have already installed and configured IIS with Simple Mail
Transfer Protocol (SMTP) and ASP.NET on the Contact Center Manager
Administration server, proceed to “Step 19. Configure IIS settings for Report
Creation Wizard,” on page 1346.

If you do not perform this task, the following error message will appear when
you attempt to launch Report Creation Wizard:
"Visual Studio.NET has detected that the specified Web
server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”

Note: You may be asked for your Windows 2003 Server installation CD during
the configuration steps of this procedure.

1342 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To configure Internet Information Services (IIS) to support ASP.NET

applications
1 On the server, click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.

Installation and Maintenance Guide 1343

Migrating CCMA 6.0 to a new server Standard 3.0

2 In the left pane, click Add/ Remove Windows components.

Result: The Windows Components Wizard window opens.

3 Under Components, select Application Server, and then click Details.

Result: The Application server dialog box opens.

4 Under Subcomponents of Application Server, select the check box next

to the ASP.NET component.

1344 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

5 Click OK
Result: The Application server dialog box closes.
6 Click Next.
Note: If you are asked to insert your Windows Server 2003 installation disk,
insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.
8 Close all windows to complete the procedure.

Installation and Maintenance Guide 1345

Migrating CCMA 6.0 to a new server Standard 3.0

Step 19. Configure IIS settings for Report

Creation Wizard

Introduction
The task is required in order for the Report Creation Wizard component to
function.

To configure IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
Result: The folder expands.
4 In the left pane, click the plus (+) sign next to Default Web Site.
Result: The folder expands.

1346 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties window opens.

Installation and Maintenance Guide 1347

Migrating CCMA 6.0 to a new server Standard 3.0

6 Click the Create button to create an application

Result: RCW appears in the Application name box.

7 In Execute Permissions, select Scripts and Executables from the menu.

8 Click Apply to apply the changes.
9 Click OK to close the dialog box.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
Result: The folder expands.
11 In the left pane, click the plus (+) sign next to Application Pools.
Result: The folder expands.

1348 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

12 Click on DefaultAppPool.
Result: RCW appears as a default web site in the right pane.

13 Close all windows to complete the procedure.

Installation and Maintenance Guide 1349

Migrating CCMA 6.0 to a new server Standard 3.0

Step 20. Add the IUSR_SWC account as the

anonymous user account

Introduction
You must perform this procedure on Contact Center Manager Administration
servers running Windows Server 2003 after you have installed Contact Center
Manager Administration. This procedure replaces the anonymous user account
in IIS [IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].

Note: You only need to perform this procedure once. If you upgrade Contact
Center Manager Administration after you perform this procedure, you do not
need to perform the procedure again.

There are two main parts to this procedure:

„ You must change the default password for the IUSR_SWC account to a
password of your choice.
„ Then you must add this user account as the IIS anonymous user account.

To add the IUSR_SWC account as the anonymous user account for

IIS
1 Click Start > Administrative Tools > Computer Management.
Result: The Computer Management window appears.

1350 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

Installation and Maintenance Guide 1351

Migrating CCMA 6.0 to a new server Standard 3.0

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 menu.
Result: A warning box appears.

1352 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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 in Step 20.
7 Click OK.
Result: A window appears confirming that the password has been set.

8 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.
9 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1353

Migrating CCMA 6.0 to a new server Standard 3.0

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

1354 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

12 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1355

Migrating CCMA 6.0 to a new server Standard 3.0

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1356 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

Installation and Maintenance Guide 1357

Migrating CCMA 6.0 to a new server Standard 3.0

17 Click Find Now.

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

1358 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

18 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.

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

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

Installation and Maintenance Guide 1359

Migrating CCMA 6.0 to a new server Standard 3.0

21 Click OK.
Result: The Confirm Password window appears.
22 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
23 Click OK to save your changes.
24 Close all windows.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the text box, type iisreset.
27 Click OK.
28 Close all windows to complete the procedure.

1360 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 21. Configure License Manager Service

Introduction
The License Manager Service—Configuration Setup utility is used to set up the
registry entries required to communicate with the License Manager Server that
is installed on Contact Center Manager Server. It also provides an option to log
the debug trace for the License Manager Service events.

On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.

For a coresident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields will be
read-only. It is assumed that for a coresident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server
installation procedure.

To configure the License Manager Service

Note: Click on the Cancel button to cancel any changes made during this
procedure.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, navigate to the LM Service Configuration folder by
clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

Installation and Maintenance Guide 1361

Migrating CCMA 6.0 to a new server Standard 3.0

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

1362 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service—Configuration Setup window appears.

5 Enter the Primary LM Server's IP address/port number information.

Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
6 Enter the Standby LM Server's IP address/port number information
(optional, if available).
Note: For a coresident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
Note: The LM Service log file (LMService.log) location is displayed. It is
located at the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
7 Select the LM Service log level from the menu. The available options are:
„ No logging: No events will be logged to LMService.log. However, if
errors or warning are received during the course of LMService
operation, the event will be written to the LMService.log.

Installation and Maintenance Guide 1363

Migrating CCMA 6.0 to a new server Standard 3.0

„ Errors only: Only errors and warning events will be logged to the
LMService.log file.
„ Debug: All events including informational messages will be logged to
the LMService.log file.
8 If you selected Errors only or Debug in the LM Service Log Level, enter
the log file size.
Note: Default is 1 MB.
9 Click OK to submit the information.
Result: The Configuration Completed dialog box appears.

10 Click OK
Result: A dialog box appears, prompting you to restart the License
Manager Service.

11 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service has restarted.
12 Click OK.
13 Close all windows to complete the procedure.

1364 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 22. Configure Logon Warning message

(optional)

Introduction
You have the option to customize a warning message that appears when users
attempt to log on to the Contact Center Manager Administration server. By
default, this feature is turned on in the Contact Center Manager Administration
software; however, a message will not be visible unless you configure your
message title and text in the Local Security Policy tool of Windows Server 2003.

Note: If you already have a domain security policy in place with a log-in
warning message configured, you will not be able to change the log-in warning
message using this procedure. In this case, you will need to contact your
Administrator to change the log-in warning message.

If you do not want to configure a log-in warning message, proceed to “Step 23.
Configure Real-Time Reporting” on page 1370.

Configuring your logon warning message

To configure your logon warning message title and text

1 Click Start > Administrative Tools > Local Security Policy.
Result: Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.
Result: The folder expands.

Installation and Maintenance Guide 1365

Migrating CCMA 6.0 to a new server Standard 3.0

3 In the left pane, click the folder Security Options.

Result: The Security Options are displayed in the right pane.

4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon window appears.

6 Type your message title into the text box.

7 Click Apply.

1366 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.
9 In the list of Security Options, right-click the Security Option Interactive
logon: Message text for users attempting to log on.
10 Select Properties from the menu.
Result: The Interactive Logon window appears.

11 Type your warning message into the text box.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.
14 Close all windows to complete the procedure.

Installation and Maintenance Guide 1367

Migrating CCMA 6.0 to a new server Standard 3.0

To enable the logon warning message

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, click the Login Warning Message folder.

1368 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

3 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties window appears.

4 Ensure that the Use Login Warning Message box is selected. The
message that will be displayed is shown in the text box as read-only.

Note: Both the title and the text must be configured in the Security Policy tool
for the message to appear. For details, see “To configure your logon warning
message title and text,” on page 1365.
5 Click OK.
6 Close all windows to complete the procedure.

ATTENTION
The Use Login Warning Message setting is server-specific. If
the Contact Center Manager Server is part of a networked
contact center, this setting needs to be set on each Contact
Center Manager Administration server.

Installation and Maintenance Guide 1369

Migrating CCMA 6.0 to a new server Standard 3.0

Step 23. Configure Real-Time Reporting

Introduction
For Contact Center Manager Administration’s Real-Time Reporting component
to function properly, you must configure two different IP multicast addresses:
„ the Contact Center Manager Administration server receiving IP multicast
address (the address it uses to receive multicast data from Contact Center
Manager Server; it is the same as the IP multicast address on Contact
Center Manager Server)
„ the Contact Center Manager Administration server sending IP multicast
address (the address it uses to send multicast data)

Note: The Contact Center Manager Administration server sending and receiving
IP multicast addresses must be different.

The Contact Center Manager Administration server constantly monitors its

receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.

Note: The IP multicast address that the server in Contact Center Manager Server
uses to send data must be configured on Contact Center Manager Server. This
address is listed in the IP Multicast Group box. For details, see the Contact
Center Manager 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 Contact Center Manager Administration
server supports multicast clients, unicast clients, or both multicast and unicast
clients. For more information about these icons, see “Determining the
transmission method that is enabled on the Contact Center Manager
Administration server,” on page 1863.

1370 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Note: The unicast communication option applies only between the Contact
Center Manager Administration server and the client PCs. Because the Contact
Center Manager Administration server receives all the raw data from each server
in Contact Center Manager Server through multicast channels, this network
segment must always be multicast-enabled.

In certain circumstances, not all segments of a network are multicast-enabled

(for example, when the network equipment cannot support multicast, or when
the client PCs are at remote locations and connect over WAN or dial-up links
that do not support multicast). The unicast option can be used to provide users
located in the non-multicast sections with real-time data.

Note: If you choose, at a later date, to multicast-enable your entire network, you
may do so without upgrading Contact Center Manager Administration.

Multicast data transmission

This form of data transmission provides multipoint communication by
simultaneously delivering information from one sender (the Contact Center
Manager Administration server) to multiple receivers (client PCs) that receive
the information. The greatest advantage of IP multicasting is its ability to
transmit information to many recipients in a way that minimizes both the
bandwidth required to communicate across networks, and the resources required
by the sender to carry out the transmission.

This type of data transmission enables users to view nodal real-time displays,
network-consolidated real-time displays, Agent Desktop Display, and
Emergency Help notifications on the client PCs.

Unicast data transmission

Unicast data transmission requires that each client receive its own copy of the
data; therefore, a unicast configuration uses more network bandwidth than a
multicast configuration. In unicast, the data packets are duplicated on the
network, whereas in a multicast environment, each packet is sent only once.

Real-time displays viewed on one client PC that use the same data stream share
a single connection to the Contact Center Manager Administration server (for
example, a standard agent display and a private agent display both use the agent
moving window stream and can share a single unicast connection). Therefore,
for n client displays of different statistical types, there are n separate data
streams in operation, which introduces additional traffic on the network.

Installation and Maintenance Guide 1371

Migrating CCMA 6.0 to a new server Standard 3.0

If a client opens a collection display (six displays in one screen), several unicast
channels are opened from the Contact Center Manager Administration server to
the client computer, one for each statistic type in the collection.

Unicast data transmission enables users to view:

„ nodal real-time displays only if there is a Contact Center Manager
Administration server located at each Contact Center Manager Server node
in the network
„ both nodal and network-consolidated real-time displays if the network
between the Contact Center Manager Administration server and each server
in Contact Center Manager Server is multicast-enabled

Note: Agent Desktop Display and Emergency Help notifications are not
available on client PCs that only receive unicast data.

To configure Real-Time Reporting

Note: If you are configuring a replicating server, you must ensure that the Real-
Time Reporting Configuration settings on the replicating server match the Real-
Time Reporting Configuration settings on the primary server.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

1372 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 In the left pane, under Applications, click Real-time Reporting.

Installation and Maintenance Guide 1373

Migrating CCMA 6.0 to a new server Standard 3.0

3 In the right pane, click the RTR Registry Settings icon.

Result: The RTR Properties window appears.

4 In the IP Receive Address and IP Send Address boxes, type the correct
address information. The IP Receive address in Contact Center Manager
Administration must be the same as the multicast IP address in Contact

1374 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Center Manager Server; however, it must be different from the IP Send

address in Contact Center Manager Administration.

ATTENTION
If the server in Contact Center Manager Server is part of
a networked contact center, all servers in Contact Center
Manager Server within the network must have the same
multicast IP address. The IP Receive address for Contact
Center Manager Administration must match the common
multicast IP addresses of the servers in Contact Center
Manager Server (the address used to send multicast
data).

Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
5 Accept the default values in the Output Rate box (5000) and the
Transform Rate box (1000). You can adjust the default values; however,
reducing the Output Rate value and the Transform Rate value increases
the workload on the Contact Center Manager Administration server.
Note: The fastest rate at which multicast data from Contact Center
Manager Server reaches the end user in Contact Center Manager
Administration is equal to the highest value among the following settings:
„ the Multicast Rate at which data is sent from Contact Center Manager
Server to the Contact Center Manager Administration server (For more
information about Multicast Rates, see the Nortel Contact Center 6.0
Planning and Engineering Guide.)
„ the Output Rate at which the Contact Center Manager Administration
server sends data to client PCs
„ the Transform Rate at which the Contact Center Manager Administration
server processes data

Example
If the Contact Center Manager Server Multicast Rate is set to 2
seconds, the Contact Center Manager Administration server Transform
Rate is set to 1 second, and the Contact Center Manager Administration
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.

Installation and Maintenance Guide 1375

Migrating CCMA 6.0 to a new server Standard 3.0

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 Contact Center
Manager Administration server. Notify users of the Real-Time Reporting
component of these rates so they can adjust the refresh rate
accordingly. For more information about adjusting rates and assessing
performance, see the Contact Center - Manager CapTool User’s Guide.
6 Accept the default value in the OAM Timeout box (10000).

ATTENTION
You may need to increase the OAM Timeout value if the
following situations occur:
„ You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Manager Server and the network is slow.
„ Your contact center has a large numbers of agents or
skillsets. In this case, it may not be possible to return
a large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this 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).

7 Nortel recommends that you leave the Compress Realtime Data Packets
check box selected, which is the default setting. If you clear this check
mark, then you disable real-time data packet compression.
8 In the Transmission Options area, click the button beside the
transmission mode that is required for the site. Choose one of:
„ Multicast only if your network supports multicast traffic (recommended),
and proceed to step 11.
„ Unicast only if you do not want any multicast traffic on your network,
and proceed to step 9.
„ Multicast and Unicast if you want to support both transmission types,
and proceed to step 9.

1376 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

9 If you select either Unicast or Multicast and Unicast, the Maximum

Unicast Sessions area appears at the lower section of the window.

10 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 Contact Center Manager
Administration 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 Contact Center Manager Administration
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 the Contact Center Manager
Administration Technical Requirements and Operating System
Configuration Guide.
11 Click the Restart Real Time Reporting Service check box to select it.

Installation and Maintenance Guide 1377

Migrating CCMA 6.0 to a new server Standard 3.0

12 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service has restarted successfully.
13 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Real-Time
Reporting Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

1378 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 24. Configure Emergency Help

The Emergency Help component only functions if you are using the multicast
communication method from the Contact Center Manager Administration server
to the client PC.

Note: If you are configuring a replicating server, you must ensure that the
Emergency Help Configuration settings on the replicating server match the
Emergency Help Configuration settings on the primary server.

To configure Emergency Help

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Applications Configuration window appears.

2 In the left pane, navigate to the Emergency Help folder by clicking the (+)
sign next to the Nortel Networks folder and the (+) sign next to the
Applications folder.
3 In the left pane, click the Emergency Help folder.
Result: The Emergency Help Configuration window appears.

Installation and Maintenance Guide 1379

Migrating CCMA 6.0 to a new server Standard 3.0

4 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties window appears.

5 In the IP Send Address box, type the IP address to which the Contact
Center Manager Administration server sends Emergency Help information.
This IP Send address can be the same as or different from the IP address
that the Contact Center Manager Administration server uses to send Real-
Time Reporting and Agent Desktop Display data to client PCs.
6 Click the Restart Emergency Help Service check box.
7 Click OK.
Result: The system restarts Emergency Help.
8 Close all windows to complete the procedure.

ATTENTION
Nortel recommends that you take note of your Emergency
Help Configuration settings whenever these settings are
changed (for example, after installing or upgrading Contact
Center Manager Administration). If you need to restore your
Contact Center Manager Administration data, you will need to
reconfigure these settings manually.

1380 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 25. Configure SMTP and printers for

Historical Reporting (optional)

Introduction
The step documents the procedures for the following tasks:
1. Configuring SMTP for Historical Reporting
This task is required if you want to send an e-mail notification to report
recipients when the Historical Report component generates a scheduled
report.
2. Configuring printers for Historical Reporting
This task is required if you want to print scheduled historical reports to a
network printer.

Configuring SMTP for Historical Reporting

When the Historical Reporting component generates a scheduled report, it can
send an e-mail notification to report recipients. To ensure that Historical
Reporting sends an e-mail to the appropriate individual when a report is ready,
you must install and configure an SMTP server on the Contact Center Manager
Administration server.

Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active
Directory Application Mode must be installed on the Contact Center Manager
Administration server.

To verify that an SMTP server is installed

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1381

Migrating CCMA 6.0 to a new server Standard 3.0

2 In the left pane, click the plus sign (+) beside <Computer_Name> (Local
computer).
Result: If one of the branches that appears on the Contact Center Manager
Administration server tree is Default SMTP Virtual Server, then an SMTP
server is installed.

After you have verified that SMTP is installed, you can configure the SMTP
server to send e-mail notifications from Historical Reporting.

If an SMTP server has not been installed, consult the Nortel Contact Center
Manager Administration Technical Requirements and Operating System
Configuration Guide for the procedures to install an SMTP server.

To configure the SMTP server

To configure the SMTP server, you must provide a domain name and a host
name to indicate where Contact Center Manager Administration should send
e-mail notifications.
1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears,
displaying the domain tree in the left pane.
2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The folder expands.
3 Right-click the Default SMTP Virtual Server branch, and then select
Properties from the menu.
Result: The Default SMTP Virtual Server Properties window appears.

1382 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 Click the Delivery tab.

Result: The Delivery tab opens.

5 Click Advanced.
Result: The Advanced Delivery window appears.

Installation and Maintenance Guide 1383

Migrating CCMA 6.0 to a new server Standard 3.0

6 In the Fully qualified domain name box, type the domain name of the
Contact Center Manager Administration server:

<computername>.<domain name>.com

Example: pcbox123.softwarehouse.com
Note: Domain names can only include alphanumeric characters, including
hyphens (-) and periods (.) and cannot include underscores (_).
7 Click Check DNS to validate the name of the Domain Name Service
(DNS). Click OK.
8 In the Smart host box, type the host name of the Microsoft Exchange
server.
Note: The smart host name should be the name of a valid mail server.
Check the properties of your Microsoft exchange server to find the Smart
Host name, or contact your System Administrator.
9 Click the Attempt direct delivery before sending to smart host check
box.
10 Click the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery window.
12 Click the Access tab.
13 Click Authentication.
14 Ensure that the check mark in the Basic authentication check box is
cleared.
15 Ensure that the check mark next to Anonymous Access is selected.
16 Click OK to close the Authentication window.
17 Click Connection.
Result: The Connection window appears.
18 Click All except the list below.
19 Click OK.
20 If you want to track commands that are sent over the network from SMTP
client PCs to the SMTP virtual server, perform the following steps:
a. Click the General tab.
b. Click the Enable logging check box.

1384 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

c. Select a format from the Active log format.

21 Click the Messages tab.
22 Ensure that all check boxes are selected.
23 In the Send copy of Non-Delivery Report to box, type the e-mail address
of the person who monitors the Non-Delivery report.
24 Click OK to close the Default SMTP Virtual Server Properties window.

Configuring printers for Historical Reporting

When you schedule Contact Center Manager Administration to generate
historical reports, you must configure a printer to print the scheduled historical
reports.

Before you set up default printers, you must:

„ already have a network printer configured in your organization
„ know the computer name of the server to which the printer is attached
„ know the administrator password for this server
„ know the share name of the printer

You have three options for configuring printers to print scheduled historical
reports:

Option 1: Configure the CCMA server to point to a network printer

Option 2: Configure a default network printer that uses the Contact Center
Manager Administration server as the print server

Option 3: Configure a network shared printer connected to a print server other

than the Contact Center Manager Administration server

Procedures for each of these options are documented in this section. Choose the
option that is most appropriate for your organization.

Installation and Maintenance Guide 1385

Migrating CCMA 6.0 to a new server Standard 3.0

Note: You can set up as many printers as your operating system supports.
However, only five scheduled reports are processed simultaneously. The
remaining scheduled reports wait in queue and get processed on first-in, first-out
basis. This is done to provide higher priority to the ad hoc reports. You can use
any of these printers to print reports and scripts, provided that they are
configured according to one of the following procedures.

Option 1: To configure a network printer on the CCMA server

In this procedure, you configure a network printer on the Contact Center
Manager Administration server so you can print ad hoc and scheduled historical
reports and scripts to a network printer. To do this, you must configure an LPT
port on the Contact Center Manager Administration server to use the network
printer; and then add a local printer on this same LPT port on the Contact Center
Manager Administration server.
1 Log on to the Contact Center Manager Administration server as
Administrator,
2 Click Start > Run.
3 In the Open box, type cmd to open an MS-DOS prompt.
4 At the prompt, type:
net use <port> [\\<print server name>\<printer’s share name>] /
USER:<print server name>\Administrator /PERSISTENT:YES
Example: If the port is LPT1, the print server name is printserv, the printer’s
share name is HPLaser4, then you type the following command:
net use lpt1 [\\printserv\HPLaser4] /USER:printserv\Administrator /
PERSISTENT:YES
Note: The printer’s share name is case-sensitive.
5 Press Enter.
Result: A message appears, telling you that the password for the printer is
invalid, and asking you to type the password.
6 At the prompt, type the administrator password for the server to which the
printer is attached.
7 Press Enter.
Result: If you entered the correct values, the following message appears:
“The command completed successfully.”

1386 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

8 On the Contact Center Manager Administration server, set up a local printer

for the same LPT port used in the preceding steps. (In this example, LPT1
is used.) Click Start >Printers and Faxes.
Result: The Printers and Faxes window appears.
9 Double-click the Add Printer icon.
Result: The Add Printer window appears.
10 Click Next.
Result: The Local or Network Printer window appears.
11 Accept the default so that Local Printer is selected.
12 Clear the Automatically detect and install my Plug and Play printer
check box.
13 Click Next.
Result: The Select the Printer Port window appears.
14 Click Use the following port, and then, from the list of ports, select the
port you typed in step 4.
15 Click Next.
Result: The Add Printer Wizard window appears.
16 In the Manufacturer and Printers boxes, select the appropriate
information for your printer.
17 Click Next.
Result: The Use Existing Driver window appears.
18 Choose the appropriate option in the Do you want to keep the existing
driver or use the new one? dialog box.
19 Click Next.
Result: The Name Your Printer window appears.
20 In the Printer name box, type the name of your printer.
21 Under the question, Do you want to use this printer as the default
printer?, click Yes.
22 Click Next.
Result: The Printer Sharing window appears.

Installation and Maintenance Guide 1387

Migrating CCMA 6.0 to a new server Standard 3.0

23 Click Do not share this printer, and then click Next.

Result: The Print Test Page window appears.
24 Click No, and then click Next.
Result: The Completing the Add Printer Wizard window appears.
25 Click Finish.
Result: The network printer is now configured as the default printer on the
Contact Center Manager Administration server.
Note: Every time you need to reboot the Contact Center Manager
Administration server, the system prompts you to reconnect the share
connection to this network printer. At the prompt, type the administrator
password for the server on which the printer is configured (the same
password you typed in step 5).

To delete the connection to the default network printer

If you no longer need to print reports or scripts to the default network printer,
then you can delete the shared LPT port used for this connection on the Contact
Center Manager Administration server.
1 To verify which LPT port is used for the default network printer connection,
while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.
2 In the Open box, type cmd to open an MS-DOS prompt.
3 At the prompt, type net use, and then press Enter.
Result: The system lists the shared resources on the server.
4 From the list of shared resources, locate the LPT port used for the default
network printer connection.
5 To delete the share connection for this port, at the MS-DOS prompt, type
the following command:
net use <port name> /delete
where <port name> is the port used for the default network printer
connection (for example, if your port is LPT1, type net use lpt1 /delete).
6 Press Enter.
Result: The following message appears: “<port name> was deleted
successfully.”

1388 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Option 2: Configure a default network printer that uses the Contact

Center Manager Administration server as the print server
The following procedure outlines how to set up a network printer that uses the
Contact Center Manager Administration server as the print server.

If you require additional information about adding printers, contact Microsoft or

your network administrator, or consult your Microsoft documentation. The
procedure that you need to use depends on the network configuration of your
contact center. Consult your Microsoft documentation or the online Help in
Windows Server 2003 for proper printer setup and configuration.

The following procedure is valid for network printers that have a standard
TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card.
1 Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
2 Double-click the Add Printer icon.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
Result: The Local or Network Printer window appears.
4 Accept the default so that Local printer attached to this computer is
selected.
5 Clear the Automatically detect and install my Plug and Play printer
check box.
6 Click Next.
Result: The Select a Printer Port window appears.
7 Select Create a new port.
8 From the Type of port list, select Standard TCP/IP Port.
9 Click Next.
Result: The Welcome to the Add Standard TCP/IP Port Wizard window
appears.
10 Click Next.
Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard
window appears.

Installation and Maintenance Guide 1389

Migrating CCMA 6.0 to a new server Standard 3.0

11 Click Next.
Result: The Add Port window appears.
12 In the Printer Name or IP address box, type the printer IP address.
Result: The system populates the Port Name box with the appropriate port
name.
13 Click Next.
Result: The Completing the Add Standard TCP/IP Printer Port Wizard
window appears.
14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
15 In the Manufacturer and Printer boxes, select the appropriate information
for your printer.
16 Click Next.
Result: The Name Your Printer window appears.
17 Type the printer name (or accept the default name shown), and then click
Next.
Result: The Printer Sharing Window appears.
18 Accept the default with Share name selected.
19 Click Next.
Result: The Location and Comment window appears.
20 Type information in the Location box and Comment box (optional).
21 Click Next.
Result: The Print Test Page window appears.
22 Click Yes to print a test page.
Result: The Completing the Add Printer Wizard window appears.
23 Click Finish.

1390 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Option 3: To set up a network shared printer connected to a print

server other than the Contact Center Manager Administration
server
The following procedure outlines how to set up a default network printer that is
connected to a print server other than the Contact Center Manager
Administration server (for example, a UNIX server).

Note: If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
the LPR port is not among the options listed in the Add Printer wizard, you must
first install Print Services for UNIX on the Contact Center Manager
Administration server. You can install this utility from the Windows Server 2003
CD by clicking Start > Control Panel > Add or Remove Programs > Add/
Remove Windows Components > Other Network File and Print Services.
Click Details, and in the resulting dialog box, select Print Services for Unix.
Click OK to install the utility. When the installation is complete, proceed with
adding the default printer.
1 Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
2 Double-click the Add Printer icon.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
Result: The Local or Network Printer window appears.
4 Accept the default so that Local printer attached to this computer is
selected.
5 Clear the Automatically detect and install my Plug and Play printer
check box.
6 Click Next.
Result: The Select the Printer Port window appears.
7 Click Create a new port.
8 From the Type list, select LPR port.
9 Click Next.
Result: The Add LPR Compatible Printer window appears.

Installation and Maintenance Guide 1391

Migrating CCMA 6.0 to a new server Standard 3.0

10 In the Name or address of server providing lpd box, type the Domain
Name Service (DNS) name or IP address of the print server.
11 In the Name of printer or print queue on that server box, type the name
of the printer as it is identified by the host, which is either the direct-connect
printer or the UNIX computer.
12 Click OK to close the window and return to the wizard.
13 Follow the remaining prompts in the wizard to finish installing the printer.

1392 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 26. Configure shared folders for

Historical Reporting (optional)

Introduction
This step documents procedures for the following tasks:
1. Creating a shared folder for exporting scheduled reports
This task is required if you want to create a shared folder on the Contact
Center Manager Administration server or the client PC so that multiple
users can access scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports
This task is required if you want to synchronize imported reports to
automatically update with changes to the original reports on the network
computer.

Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.

You have two options for creating this shared folder:

Option 1: You can create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.

Option 2: You can create a shared folder on the client PC for exporting
scheduled reports.

Option 1: To create a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

Installation and Maintenance Guide 1393

Migrating CCMA 6.0 to a new server Standard 3.0

Note: Granting change and read permissions to the scheduled report account
(that is iceAdmin or domain account) only provides a higher level of security.
However, granting change and read permissions to the Everyone group provides
more flexibility because Contact Center Manager Administration users can
download exported report output files from the shared folder without special
permissions. Choose the option that is most appropriate for the security policy of
your organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), follow the
steps below:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
„ Create a folder on the Contact Center Manager Administration server
that will store the exported scheduled report file from scheduled reports.
„ Right-click on the target folder and grant change/read permissions to
Everyone.

For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report will be sent. The path must have
the format \\<Contact Center Manager Administration server name>\<shared
folder name>\<file name>, without the file extension. That is, if the Contact
Center Manager Administration server computer name is appsrvr, the shared
folder name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.

Note: Scheduled reports use the local administrator account named iceAdmin or
the domain account set up by the administrator in the iceAdmin Password
Change Utility to run, print and export the scheduled report.

1394 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.

To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.

Installation and Maintenance Guide 1395

Migrating CCMA 6.0 to a new server Standard 3.0

Option 2: To create a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC:

Contact Center Scheduled Steps required

Manager Report Account to export
Administration (using iceAdmin scheduled
Server Password report to client
Configuration Change Utility) PC

1 CCMA on a iceAdmin 1 Create a local

workgroup iceAdmin account
OR on the destination
PC with the same
CCMA on a password as on the
network domain CCMA server.
2 Grant “Change”
and “Read”
permissions to the
iceAdmin account
on the export
folder on the
destination client
PC.

2 CCMA on a Domain account 1 The destination

network domain (that is, the CCMA client PC must be
server has been set on the same
up for Domain domain as the
account for CCMA server.
Scheduled 2 Grant “Change”
Reports) and “Read”
permissions to the
CCMA scheduled
report domain
account on the
export folder of
the destination PC.

1396 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

You can only export scheduled reports to client PCs that are within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared
folder on the client PC, and grant change and read permissions to the scheduled
reports account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).
1. To create a shared target folder with change and read permissions to the
iceAdmin account, follow the steps below:
„ Click Administrative Tools > Computer Management > Local Users
and Groups > Users.
„ Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Grant change/read permissions to the local iceAdmin account on the
folder

Note: When iceAdmin password is changed on the Contact Center Manager

Administration server by the administrator, the iceAdmin password must also be
changed to the same password, as defined on the Contact Center Manager
Administration server, on the client PC.
2. To create a shared folder with change and read permissions to the
scheduled reports domain account on the client PC, follow the steps below:
„ Create a folder on the client PC that will store the exported scheduled
report file from the Contact Center Manager Administration scheduled
reports.
„ Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.

Note: This option will not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager
Administration server.

Installation and Maintenance Guide 1397

Migrating CCMA 6.0 to a new server Standard 3.0

To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report will be
sent. The path must have the format \\<client PC computer name>\<shared
folder name>\<file name>, without the file extension. Alternatively, you can
use the Browse button to select your shared folder for export file.

Example: If you want to export the Agent Performance report to a shared folder
on the client PC, and the client PC computer name is clientpc, the shared folder
name is reports, and you decide to call the report agent, you type
\\clientpc\reports\agent in the Output box.

For details about configuring user access privileges, see the Microsoft Windows
Server 2003 documentation. If you require additional information about creating
and mapping folders, see your Microsoft documentation.

Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you do not need to have access to
the original report template because the imported copy is run from the Contact
Center Manager Administration server.

However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you select
this value when importing the report, then, when you subsequently run the
imported report in Contact Center Manager Administration (either ad hoc or
scheduled), the system checks the network folder in which the original report is
stored to see if any changes have been made to it. If the original report has
changed, then the system synchronizes these changes with the imported report
before running it. This process is automatic and invisible to the user.

If you have made changes to several original reports after importing them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.

1398 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

In this window, when you click Submit, the system synchronizes the changes
that you have made to all original reports stored in shared folders on a network
PC with the copies stored on the Contact Center Manager Administration server.
However, because this may be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either ad hoc or scheduled).

Before you can use the report synchronization feature, you must set up the
shared folder on the network PC with the appropriate access privileges
according to your organization’s security policy.

ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, the user imported reports (only
when run as scheduled reports) might not be synchronized
automatically because the Contact Center Manager
Administration server account that is used for scheduled
reports, iceAdmin, might not have access to the network
directory. In this scenario, to synchronize the affected user
imported reports, follow the procedure “To manually
synchronize changes made to user imported templates” in
the Contact Center Manager Administration online Help, or
run the report ad hoc whenever the original report template
is modified on the source network location.

Options for configuring a shared network folder for synchronizing

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from those listed below.
„ Contact Center Manager Administration server is part of a workgroup
If your server is part of a workgroup, then the network PC must also be a
member of the same workgroup or be a part of the Contact Center Manager
Administration server network domain. For details, see “Creating a shared
network folder (Contact Center Manager Administration server part of a
workgroup),” on page 1400.
„ Contact Center Manager Administration server is a member of a
network domain If your server is part of a network domain, then the

Installation and Maintenance Guide 1399

Migrating CCMA 6.0 to a new server Standard 3.0

network PC must also be a member of the same network domain.

Additionally, the directory security account of the server default web site
must be set to the network domain account. For details, see “To set the
directory security account of the server default web site to the network
domain account,” on page 1409. After you have set the directory security
account of the server default web site to the network domain account, you
can proceed to “Creating a shared network folder (Contact Center Manager
Administration server member of network domain),” on page 1409.

Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
You have two options for sharing this folder:
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, see “Option 1:
Share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 1400.

or
„ You can share the folder with read permissions for the IUSR_SWC and
iceAdmin accounts (these accounts are used by the Contact Center Manager
Administration server). For details, see “Option 2: Share the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server),”
on page 1404.

Choose the option that best suits your company’s security policy.

Option 1: Share the folder with read permissions for the Everyone
account and enable Guest account on the network PC
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.

1400 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

Installation and Maintenance Guide 1401

Migrating CCMA 6.0 to a new server Standard 3.0

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

1402 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower section of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 In the right pane, double-click the Users folder.
Result: A list of users appears in the right pane.

Installation and Maintenance Guide 1403

Migrating CCMA 6.0 to a new server Standard 3.0

14 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: Share the folder with read permissions for the IUSR_SWC
and iceAdmin accounts (these accounts are used by the Contact
Center Manager Administration server)

Notes: If you choose this option, you must keep in mind that you will have to
maintain two additional accounts on the network PC. There are also possible
security issues involved since the Contact Center Manager Administration server
uses these accounts to run the web site.

To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager
Administration server.

1404 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

1 On the network PC, create a folder to store your user-created report

templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the network
PC with the same passwords as those which are used on the Contact
Center Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User window appears.

5 In the User name box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
8 In the Confirm password box, type the same password again.
9 Clear the check mark beside User must change password at next logon.
10 Select the check box beside Password never expires.
11 Click Create.

Installation and Maintenance Guide 1405

Migrating CCMA 6.0 to a new server Standard 3.0

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
Contact Center Manager Administration server.
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder.
14 Now you must grant read permissions to both these accounts, as follows:
On the network PC, open Windows Explorer.
15 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

1406 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

16 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

17 Click the Share this folder option button.

Installation and Maintenance Guide 1407

Migrating CCMA 6.0 to a new server Standard 3.0

18 Click Permissions.
Result: The Permissions window opens.

19 In the Permissions window, in the Name box, select Everyone (if

available).
20 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups window appears.

1408 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
27 Click Apply.
28 Perform steps 21 to 27 to add read permissions for the iceAdmin user
account.
29 Click OK to save your changes and close the <folder name> Properties
window.

Creating a shared network folder (Contact Center Manager

Administration server member of network domain)
Before creating a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default web site to the network domain account.

To set the directory security account of the server default web site
to the network domain account

Note: This procedure must be completed if you want to create a shared network
folder (Contact Center Manager Administration server member of network
domain). After you set the directory security account of the server default web
site to the network domain account using this procedure, proceed to “Option 1:
Share the folder with read permissions for the Everyone account and enable
Guest account on the network PC,” on page 1400.

Installation and Maintenance Guide 1409

Migrating CCMA 6.0 to a new server Standard 3.0

1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
3 In the left pane, click the Local Users and Groups heading.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double-click Backup Operators.
6 Click Add.
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain in which the network domain
account belongs. Click OK. Then enter the domain account as
<domainname>/account name.
8 Click OK
Note: If you cannot see the domain account on the Contact Center
Manager Administration server, contact your network administrator for
resolution.
9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.

1410 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

10 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

11 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1411

Migrating CCMA 6.0 to a new server Standard 3.0

13 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1412 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

15 Click Browse.
Result: The Select User window appears.

16 Click Advanced.
Result: The lower portion of the Select User window expands.

Installation and Maintenance Guide 1413

Migrating CCMA 6.0 to a new server Standard 3.0

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
Note: If you are logged on to the local machine, and not the domain, enter
your username and password when prompted.
18 Select the network domain, and click OK.
Note: If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
Result: The list of all the user accounts configured on the server appears.
20 From the list of user accounts, select the network domain account, and
then click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
Result: The Authentication Methods window reappears, with the
network domain user account shown, except now the Password box is
empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The Confirm Password window appears.
24 Type the password again, and then click OK.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
25 Click OK to save your changes.
26 Close all windows.
27 You must now reset IIS. Click Start > Run.
28 Type iisreset.
29 Click OK.
30 You are now ready to create a shared network folder (Contact Center
Manager Administration server member of network domain).

1414 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

You have two options for creating a shared network folder (Contact Center
Manager Administration server member of network domain):
„ You can share the folder with read permissions for the Everyone account
and enable Guest account on the network PC. For details, “Option 1: Share
the folder with read permissions for the Everyone account and enable Guest
account on the network PC,” on page 1400.

or
„ You can share the network folder with Read permissions for the domain/
directory security account used for Contact Center Manager Administration
server. For details, see “Option 2: To share the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server:,” on page 1419.

Choose the option that best suits your company’s security policy.

Option 1: To share the folder with read permissions for the

Everyone account and enable Guest account on the network PC

Note: To perform this procedure, your server and the network PC must be
members of the same network domain. Additionally, the directory security
account of the server's default web site must be set to the network domain
account. If you are using the IUSR_SWC account, you must replace it with the
network domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of the
server default web site to the network domain account,” on page 1409, before
you begin this procedure.
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.

Installation and Maintenance Guide 1415

Migrating CCMA 6.0 to a new server Standard 3.0

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

1416 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 1417

Migrating CCMA 6.0 to a new server Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone, and then,
in the lower portion of the window, beside Read, ensure that there is a
check mark in the Allow column. No other check marks should appear.
8 Click Apply.
9 Click OK.
Result: The <folder name> Properties window reappears.
10 Click OK to save your changes and close the <folder name> Properties
window.
11 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
12 In the left pane, click the Local Users and Groups heading.
13 Double-click the Users folder, and then select Guest in the right pane.
Note: If Guest does not appear in the right pane, the user, Guest, may
have been renamed. If this is the case, you must contact your network
administrator.

1418 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

14 Right-click Guest, and then select Properties.

Result: The Guest Properties window appears.

15 On the General tab, clear the check mark beside Account is disabled,
and then click OK.
16 Close the Computer Management window.

Option 2: To share the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server:

Notes:
„ In this procedure, your server and the network PC must be members of the
same network domain. Additionally, the directory security account of the
server's default web site must be set to the network domain account. If you
are using the IUSR_SWC account, you must replace it with the network
domain account for the IIS directory security. Therefore, you must
complete the steps in the procedure “To set the directory security account of
the server default web site to the network domain account,” on page 1409,
before you begin this procedure.

Installation and Maintenance Guide 1419

Migrating CCMA 6.0 to a new server Standard 3.0

„ Before you perform this procedure, ask your network administrator which
domain account was used on the Contact Center Manager Administration
server for IIS directory security. This is the account that you need to use in
this procedure.
„ If you choose this option, you must manually synchronize any changes
made to the original report with the local copy of the report by using the
menu option Report > Synchronize user imported report templates. (For
scheduled reports only. Ad hoc reports can read the templates from the
network drive.)
„ Nortel recommends that you only synchronize the imported report template
when no scheduled reports are running.
1 On the network PC, create a folder to store your user-created report
templates
2 On the network PC, open Windows Explorer.
3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties window opens.

1420 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 Click the Sharing tab.

Result: The Sharing tab dialog box opens.

5 Click the Share this folder option button.

Installation and Maintenance Guide 1421

Migrating CCMA 6.0 to a new server Standard 3.0

6 Click Permissions.
Result: The Permissions window opens.

7 In the Permissions window, in the Name box, select Everyone (if

available).
8 Click Remove to remove the Everyone account.
Note: When you remove the Everyone account, you must grant read
permissions to individual Windows user accounts.
9 Click Add.
Result: The Select Users or Groups window appears.

1422 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that was used
to join the Contact Center Manager Administration server to the network
domain, and then click OK.
Result: The account appears in the Select Users or Groups window.
13 Click OK.
Result: The account appears at the top of the Permissions window.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that there is a check mark beside Read in the
Allow column.
15 Click OK.
16 Click OK to save your changes and close the <folder name> Properties
window.

Installation and Maintenance Guide 1423

Migrating CCMA 6.0 to a new server Standard 3.0

Step 27. Configure Scripting

Introduction
To print scripts from the Scripting component, you must ensure that there is a
default printer configured on the client PC.

To set up a default printer for Scripting

To print scripts while using the Scripting component, you must first configure a
default printer on the client PC. For detailed information about this procedure,
see the Microsoft documentation that comes with your operating system.

To export scripts to a client PC

To export script files to a client PC, you must have the correct access privileges
to save files to the client PC. For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.
If you require additional information about creating and mapping folders, see
your Microsoft documentation.

1424 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 28. Configure Agent Desktop Display

parameters on the server

Introduction
Note: The Agent Desktop Display component only functions if you are using
the multicast communication method from the Contact Center Manager
Administration server to the client PC.

To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must also
have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly.

Installation and Maintenance Guide 1425

Migrating CCMA 6.0 to a new server Standard 3.0

To configure Agent Desktop Display parameters on the server

1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters window appears.

2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see “Step 23.
Configure Real-Time Reporting” on page 1370.
Note: The IP multicast addresses that you select for RSM sending and
receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check
with your network administrator for acceptable IP multicast addresses for
your specific network.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
Note: The minimum value that you can type in this field is 2 seconds. If you
do not type a value in this box, the system uses the default value of 5
seconds.

1426 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
Note: When the number of agents who have logged on to the application
reaches this number, any additional agents who try to log on will receive a
message informing them to try again later. If you do not type a value in this
box, the system uses the default value of 1000 agents. The maximum value
that you can type in this box is 3000 agents. For information about
performance and sizing requirements for Contact Center Manager
Administration, see the Contact Center Planning and Engineering Guide.
5 In the View mode list, select the mode in which you want to view the data
that has been collected.
„ Moving window: In moving window mode, statistics shown represent
the last 10 minutes of system activity.
„ Interval-to-date: In interval-to-date mode, statistics are collected only
for the current interval. When the interval is over, data fields reset to 0
and collection begins for the next interval. The interval can correspond
to a work shift or to another system-defined period.
6 Select the check box next to Agents phoneset login required for ADD if
you require that your agents be logged on to their phonesets before they
can launch Agent Desktop Display. If you do not require that your agents
be logged on to their phoneset before they can launch Agent Desktop
Display, do not select the check box next to Agents phoneset login
required for ADD.
Note: When this option is turned off, and an agent logs on to the Agent
Desktop Display client application, the agent will only see data if other
agents are logged on to skillsets to which the agent is assigned.
7 Select the check box next to Disable Automatic ADD Client Upgrade if
you want to disable automatic notifications for Agent Desktop Display client
upgrades.
Note: When this option is selected, agents will not be prompted to
download the upgrade when an Agent Desktop Display client upgrade
becomes available.
8 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
9 Click the check box in the Show column if you want to add the statistics
column to the displays.

Installation and Maintenance Guide 1427

Migrating CCMA 6.0 to a new server Standard 3.0

10 Arrange the order in which the statistics columns appear by using the
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Note: The statistic that you place at the top of the Statistics Configuration
table appears in the first column of the display.
11 Select the three threshold colors for the selected statistic from the
Threshold display colors lists. Select the statistic and use colors to identify
whether the value of the statistic shown in the display is less than the low
value, between the low and high value, or greater than the high value.
Note: If you have not set the threshold levels in the Configuration
component of Contact Center Manager Administration or in Contact Center
Manager Server, the values appear in white in the Agent Desktop Display.
12 Click the Blink check box if you want the selected statistic to blink in the
Agent Desktop Display when its value reaches the threshold.
13 Click the Beep check box if you want the Agent Desktop Display to beep
when its value reaches the threshold.
14 Click Once to indicate that a beep should occur only once, or click
Continuously to indicate that a beep should occur continuously until the
statistic reaches an acceptable value.
15 Click Save.

1428 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 29. Change the iceAdmin user account

password (optional)

This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to “Step 30. Configure language support
(other than English)” on page 1433.

After you have installed Contact Center Manager Administration 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.

Note: If you have forgotten or misplaced the iceAdmin password, then you must
reset it. For details, see “To reset the iceAdmin password in Windows,” on page
1922.

ATTENTION
When you install Contact Center Manager
Administration, the Contact Center Manager
Administration setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration 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 Contact Center
Manager Administration either as webadmin or as any
other user.

To change the password for the iceAdmin user account

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.

Installation and Maintenance Guide 1429

Migrating CCMA 6.0 to a new server Standard 3.0

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.
3 Click the IceAdmin Password Change folder in the left pane.
Result: The IceAdmin Password Change window appears.

1430 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change window appears.

5 In the Old Password box, type the old password for this account.
6 In the New Password box, type the new password for the iceAdmin user
account.
7 In the Confirm Password box, type the password again.
8 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 9.

Installation and Maintenance Guide 1431

Migrating CCMA 6.0 to a new server Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
9 Click OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components.

1432 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 30. Configure language support (other

than English)

Introduction
If you are only going to work in English across all platforms, then you can skip
this step and proceed directly to “Step 31. Install the XML Automated
Assignments feature (optional)” on page 1454.

If you want your Contact Center Manager Administration to support languages

other than English, you must configure language support by following the
procedures in this section.

Contact Center Manager Administration supports two levels of language

support:
„ Solely internationalized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are in
English, but you have the ability to handle user inputs (such as agent and
supervisor names that contain non-ASCII characters), and the ability to
handle date and time formats from a different regional time zone.
„ International and Localized environment (other than English): In this
scenario, the graphic user interface, the online Help, and all reports are
translated into one of four supported languages (French, German,
Traditional Chinese, Japanese). You also have the ability to handle user
inputs (such as agent and supervisor names that contain non-ASCII
characters), and the ability to handle date and time formats from a different
regional time zone.

To configure Contact Center Manager Administration to work in a solely

internationalized environment (other than English), you must complete the
following tasks:

Installation and Maintenance Guide 1433

Migrating CCMA 6.0 to a new server Standard 3.0

1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility,” on page 1437.
2. Edit your locales.dat file to reflect the appropriate language family. For
details, see “To edit the locales.dat file,” on page 1440.
3. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “To change the Windows Regional
Settings,” on page 1441.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server,” on page 1444.

To configure Contact Center Manager Administration to work in an international

and localized environment (other than English), you must complete the
following tasks:
1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For details, see “Language families and
compatibility,” on page 1437.
2. Edit your locales.dat file to reflect the appropriate language family. For
details, see “To edit the locales.dat file,” on page 1440.
3. Change the Windows Regional Settings (for Traditional Chinese and
Japanese only). For details, see “To change the Windows Regional
Settings,” on page 1441.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server,” on page 1444.
5. Prepare the Contact Center Manager Administration server for installing
the language pack. For details, see “Prepare the server for installing a
language pack,” on page 1444.

1434 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

6. Install the language pack on the Contact Center Manager Administration

server. For details, see “To install a language pack,” on page 1445.
7. Change the language preferences in Internet Explorer for the Contact
Center Manager Administration server (only of you are using the Contact
Center Manager Administration server as a client PC). For details, “To set
the language preferences in Internet Explorer,” on page 1450.

ATTENTION
When installing and configuring the software on the
Contact Center Manager Administration server, you cannot
install a non-English version of the operating system over
a previously installed English version of the operating
system. Instead, you must ensure that the Contact Center
Manager Administration server is completely clean and
free of all English operating system components before
proceeding with the non-English installation. Failure to
do so results in functionality problems in Contact Center
Manager Administration.

Using Contact Center Manager Administration in an international and

localized environment (other than English)
If the operating systems on the Contact Center Manager Administration server,
client PC, and server in Contact Center Manager Server belong to the Latin 1
language family and you have installed the French and German language packs
on the Contact Center Manager Administration server, then users in the same
contact center can view Contact Center Manager Administration in French,
English, or German by changing the language preference settings in their
browser. This is particularly useful in a contact center that supports multiple
languages, such as English and French.

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the Japanese
language family and you have installed the Japanese language pack on the
Contact Center Manager Administration server, then users in the same contact
center can view Contact Center Manager Administration in Japanese or English
by changing the language preference settings in their browser. Note: English is
supported in this environment for reasons outlined in “Language families and
compatibility,” on page 1437.

Installation and Maintenance Guide 1435

Migrating CCMA 6.0 to a new server Standard 3.0

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the
Traditional Chinese language family and you have installed the Traditional
Chinese language pack on the Contact Center Manager Administration server,
then users in the same contact center can view Contact Center Manager
Administration in Traditional Chinese or English by changing the language
preference settings in their browser. Note: English is supported in this
environment for reasons outlined in “Language families and compatibility,” on
page 1437.

Coresident servers
If your Contact Center Manager Administration is coresident with other Contact
Center 6.0 applications, certain limitations apply with respect to working in
languages other than English.

On coresident servers that contain Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit, the only
supported language version of the Windows Server 2003 operating system is
English.

That is, if you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server and Communication
Control Toolkit, then Contact Center Manager Administration will not support
French, German, Traditional Chinese, or Japanese Windows operating systems.
Contact Center Manager Administration will only support English operating
systems.

On coresident servers that contain Contact Center Manager Server and Contact
Center Manager Administration, the only supported language versions of the
Windows Server 2003 operating system are:
„ English
„ Japanese
„ Traditional Chinese

1436 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

That is, if you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then Contact Center
Manager Administration will not support French or German Windows operating
systems. Contact Center Manager Administration will only support English,
Traditional Chinese, and Japanese Windows operating systems.

Language families and compatibility

For Contact Center Manager Administration to function properly, the language
family of the operating systems must be the same across all platforms in the
network—the Contact Center Manager Administration server, client PCs, and
Contact Center Manager Server. That is, the operating systems of each of the
platforms are only compatible if the languages versions of the operating systems
belong to the same language family.

There are three language families that Contact Center Manager Administration
recognizes:
„ Latin 1 Includes all the Western European languages that use the Latin 1
character set (including English, French, German)
„ Traditional Chinese This language has its own distinct multi-byte
character set and, therefore, belongs to an individual language family
„ Japanese This language has its own distinct multi-byte character set and,
therefore, belongs to an individual language family

Note: Although English belongs to the Latin 1 language family, the character
sets for English are included in all language families. Therefore, you can display
English on a system configured in any language family by changing the
language preferences in the Internet Explorer browser.

Compatibility and the Latin 1 language family

As long as the language versions of the operating systems on the Contact Center
Manager Server, the Contact Center Manager Administration server, and the
client PC belong to the same language family (for example, Latin 1), the
platforms can coexist on the same network. For example, in your network you
can have a server in Contact Center Manager Server that has an English
operating system, a Contact Center Manager Administration server with a

Installation and Maintenance Guide 1437

Migrating CCMA 6.0 to a new server Standard 3.0

German operating system, and a client PC with a French operating system. All
of these languages belong to the same family (Latin 1) and, therefore, can
coexist in the same network. In this case, the language preference setting on the
client PC browser determines the language in which the application appears.

This is particularly useful if your contact center supports multiple languages,

such as English and French. In this scenario, agents in the contact center can
choose whether they want to view Contact Center Manager Administration in
English or French (or even German because it belongs to the same language
family), just by changing the browser settings on their PC.

If the operating systems on the Contact Center Manager Administration server,

client PC, and server in Contact Center Manager Server belong to the same
language family, and you have installed the French and German language packs
on the Contact Center Manager Administration server, then users in the same
contact center can view Contact Center Manager Administration in French,
English, or German by changing the language preference settings in their
browser. This is particularly useful in a contact center that supports multiple
languages, such as English and French.

Note: If you have installed Contact Center Manager Administration on a

coresident server with Contact Center Manager Server, then Contact Center
Manager Administration will not support French or German operating systems.
It will only support English, Traditional Chinese, and Japanese operating
systems.

Compatibility and the Japanese language family

Because Japanese belongs to its own language family, you can only view and
enter Japanese text in Contact Center Manager Administration if you have
installed Japanese operating systems on the Contact Center Manager Server, the
Contact Center Manager Administration server, and each client PC. You must
also configure the server in Contact Center Manager Server to handle Japanese,
install the Japanese language pack on the Contact Center Manager
Administration server, and configure the browser’s language preferences for
Japanese on both the Contact Center Manager Administration server and client
PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Japanese by
changing the browser settings on their PC.

1438 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Note: While it is possible to switch from Japanese to English and vice-versa, it

is not possible to switch from Japanese to Traditional Chinese because these
languages belong to different language families.

Compatibility and the Traditional Chinese language family

Because Traditional Chinese belongs to its own language family, you can only
view and enter Traditional Chinese text in Contact Center Manager
Administration if you have installed Traditional Chinese operating systems on
the Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC. You must also configure the server in Contact Center
Manager Server to handle Traditional Chinese, install the Traditional Chinese
language pack on the Contact Center Manager Administration server, and
configure the browser’s language preferences for Traditional Chinese on both
the Contact Center Manager Administration server and client PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Traditional Chinese
by changing the browser settings on their PC.

Note: While it is possible to switch from Traditional Chinese to English and

vice-versa, it is not possible to switch from Traditional Chinese to Japanese
because these languages belong to different language families.

Operating systems and the Contact Center Manager Server

When installing language packs on Contact Center Manager Administration you
must ensure that the required language version of Windows Server 2003 is
installed on the Contact Center Manager Server as follows:
„ For French and German, ensure that the Contact Center Manager Server
Release 6.0 US English software is installed on the US English version, or
the appropriate localized version, of Windows Server 2003.
„ For Japanese, ensure that the Japanese version of Windows Server 2003 is
installed.
„ For Traditional Chinese, ensure that the Traditional Chinese version of
Windows Server 2003 is installed.

Installation and Maintenance Guide 1439

Migrating CCMA 6.0 to a new server Standard 3.0

To edit the locales.dat file

The locales.dat file controls the character set that is used for communication
between the Contact Center Manager Administration and the Contact Center
Manager Server. To edit the locales.dat file, you can use the utility that comes
with Contact Center Manager Administration and is stored on the Contact
Center Manager Administration server. You can access this utility from the
Contact Center Manager Administration server when used as a client PC, by first
logging on to Contact Center Manager Administration, and then opening the
utility through the browser window. With this utility, you can configure the
system to handle the character set of the language family with which you want
Contact Center Manager Administration to work.
1 From the Contact Center Manager Administration server when used as a
client PC, open Internet Explorer and log on to Contact Center - Manager.
Note: If you have not already logged on to Contact Center - Manager for
the first time, you will need to complete the steps in Chapter 4, “Configuring
the client PC and agent workstations” before completing the steps in this
procedure.
2 In the browser’s address box, type the following:
http://<localhost>/locales.asp
where localhost is the name or IP address of the Contact Center Manager
Administration server.

1440 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

3 Press Enter.
Result: The utility opens.

4 Click Browse to navigate to the c:\sybase\locales\locales.dat file, where

c: is the drive on which you installed Sybase Open Client v.12.5.
5 From the Language Option list, select the appropriate language. You can
choose from Latin 1, Japanese, and Traditional Chinese.
6 Click Set Locale to save your changes.

To change the Windows Regional Settings

If you are using either the Japanese or Traditional Chinese versions of Contact
Center Manager Administration, you must change the Regional Settings on the
Contact Center Manager Administration server. It is not necessary to perform
this procedure if you are using the English, French, or German versions of the
software because all of these languages are displayed properly with the Regional
Settings set to the default language, English.

Note: You must insert the operating system CD in the server before performing
this procedure.

Installation and Maintenance Guide 1441

Migrating CCMA 6.0 to a new server Standard 3.0

1 On the Contact Center Manager Administration server, click Start >

Control Panel > Regional and Language Options.
Result: The Regional and Language Options window appears.

1442 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 Click the Languages tab.

Result: The Languages tab opens.

3 In the Supplemental language support section, click the check box

beside Install files for East Asian languages.
Result: The system installs the appropriate language files from the
operating system CD.
4 On the Regional Options tab, from the box in the Standards and formats
section, choose the appropriate locale:
„ for Traditional Chinese, choose Chinese (Taiwan)
„ for Japanese, choose Japanese
5 Click OK to save your changes and close the Regional and Language
Options window.

Installation and Maintenance Guide 1443

Migrating CCMA 6.0 to a new server Standard 3.0

To ensure that the required Service Updates for the language pack
are installed on the Contact Center Manager Server
For Traditional Chinese and Japanese, you need to ensure that the required
Service Updates are on the Contact Center Manager Server. For details about
how to install Service Updates, refer to the Contact Center Manager Server
Installation and Maintenance Guide.

The following Service Updates must be installed on the Contact Center Manager
Server:
„ For Japanese, the NS040206SU08S PEP (or later) and the
N10402JAPANESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.
„ For Chinese, the NS040206SU08S PEP (or later) and the
N10402TCHINESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.

Prepare the server for installing a language pack

Before you install a language pack ensure that:
„ the Contact Center Manager Administration software and all required third-
party software (especially Sybase Open Client version 12.5) is installed.
„ you have installed required language version of Windows Server 2003
Enterprise Edition or Standard Edition for the language packs that you wish
to install.
For example,
„ Windows Server 2003 Enterprise Edition or Standard Edition Latin 1
language support (or the localized version of the operating system) for
French or German language packs
„ the Japanese version of Windows Server 2003 Enterprise Edition or
Standard Edition for Japanese language packs
„ the Traditional Chinese version of Windows Server 2003 Enterprise
Edition or Standard Edition for Traditional Chinese language packs.
„ there are at least 225 megabytes (MB) of free disk space on the Contact
Center Manager Administration server for the required language pack.

If these conditions are met, you are ready to install a language pack.

1444 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To install a language pack

The default language setting for the Contact Center Manager Administration
software is English. However, the Contact Center Manager installation DVD
includes separate language packs for:
„ French
„ German
„ Japanese
„ Traditional Chinese

Each language pack contains translated Historical Reporting templates, online

Help, and various other files that are required for working in the language you
have chosen.

Follow the procedure in this section to install a language pack on the Contact
Center Manager Administration server.

Notes:
„ After you install a language pack, if you subsequently want to uninstall the
Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center
Manager Administration software. For more information, see “To uninstall
a language pack” on page 1452.

Installation and Maintenance Guide 1445

Migrating CCMA 6.0 to a new server Standard 3.0

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

Result: The Add or Remove Programs window appears.

2 In the left pane, click Add New Programs.

Result: The Add or Remove Programs window appears.
3 Click CD or Floppy to indicate that you want to install the language pack
from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.

1446 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

4 Click Next.
Result: The Run Installation Program window appears

5 Click Browse to navigate to the location of the language pack that you
want to install. All language packs are located in the root directory of the
Contact Center Manager installation DVD, in the Language Packs folder.
Navigate to this folder, and within it, double-click the folder corresponding
to the language pack that you want to install.
6 In this folder, click the .exe file for language pack that you want to install.
For example, to install the Japanese language pack, navigate to the
Language Packs/Japanese Language Pack folder, and then click the
Japanese language pack.exe file.
Result: The path to the correct language pack .exe file appears in the
Open box.

Installation and Maintenance Guide 1447

Migrating CCMA 6.0 to a new server Standard 3.0

7 Click Finish.
Result: The InstallShield Wizard window appears briefly, followed by the
Windows Installer window. When the installer finishes its prerequisite
check, the Welcome window appears.

8 Click Next.
Result: The Ready to Install the Program window appears.

1448 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

9 Click Install.
Result: The Installing Contact Center Manager Administration - X
Language Pack window appears (where X is the language you have
chosen).

10 The program copies and installs the required files. When it is finished, the
InstallShield Wizard Completed window appears.

Installation and Maintenance Guide 1449

Migrating CCMA 6.0 to a new server Standard 3.0

11 Click Finish.
Tip: You can view the language packs that you have installed on the server
by clicking Start > Control Panel > Add or Remove Programs. The Add or
Remove Programs window lists the language packs installed on the server
and their version numbers.

To set the language preferences in Internet Explorer

You must perform this procedure on each client PC that will connect to the
Contact Center Manager Administration server to use Contact Center Manager
Administration. Perform this procedure on the Contact Center Manager
Administration server only if you will also be using it as a client PC.

Notes:
„ If you have not installed and configured a client PC, you will need to
complete the steps in Chapter 4, “Configuring the client PC and agent
workstations” before completing the steps in this procedure.
„ You can display English on a system configured in any language family by
changing the language preferences in the Internet Explorer browser.
„ In addition to these steps, you must also set the proper security level
settings in the browser. For more information, see “Step 3. Configure
Internet Explorer” on page 255.

1450 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

1 In Internet Explorer, click Tools > Internet Options.

Result: The Internet Options window appears.

2 Click Languages.
Result: The Language Preferences window appears.

3 Verify that the language you want to use appears in the Language box.
The codes for the languages supported by Contact Center Manager
Administration are as follows:

Installation and Maintenance Guide 1451

Migrating CCMA 6.0 to a new server Standard 3.0

„ English [United States] [en-us]

„ French [France] [fr]
„ German [Germany] [de]
„ Chinese [Taiwan] [zh-tw]
„ Japanese [ja]
4 If the language does not appear in the box, then you must add it as follows:
a. Click Add.
Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then
click OK.
Result: The language now appears in the Language Preferences
window.
5 In the Language box, click the appropriate language.
6 Click Move Up until the language appears at the top of the box.
7 Click OK to close the Language Preferences window.
8 Click OK to close the Internet Options window.

To uninstall a language pack

To uninstall a language pack, follow this procedure.

Note: After you install a language pack, if you subsequently want to uninstall
the Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center Manager
Administration software.
1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.

1452 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

2 In the Add or Remove Programs window, select the language pack that you
want to uninstall.

3 Click Remove.
4 The program asks you to confirm your choice. Click Yes.
5 The program removes the language pack from the Contact Center Manager
Administration server.

Installation and Maintenance Guide 1453

Migrating CCMA 6.0 to a new server Standard 3.0

Step 31. Install the XML Automated

Assignments feature (optional)

Introduction
The XML Automated Assignments feature lets you simultaneously update
multiple supervisor and skillset assignments by creating a specially formatted
XML file.

This is an optional feature which is used in conjunction with the Contact Center
Management component. If you do not want to install this feature, then you are
finished installing and configuring Contact Center Manager Administration.
You can now proceed to “Step 32. Copy latest user guides to the CCMA server”
on page 1457.

For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link on
their web site at www.nortel.com/developer. General information about the
Developer Program, including an online membership application, is also
available on this site.

For overview information and details about using the XML Automated
Assignments feature, see the Contact Center - Manager Administrator’s Guide.

To install the XML Automated Assignments feature

1 Insert the Contact Center Manager installation DVD into the drive.
2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click the file Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

1454 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

5 Click Next.
Result: The Customer Information window appears.

6 Type your username and the name of your organization, and then click
Next.
Result: The Destination Folder window appears.

7 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files

Installation and Maintenance Guide 1455

Migrating CCMA 6.0 to a new server Standard 3.0

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
Result: The Ready to Install the Program window appears.

8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
9 Click Finish to complete installing the program.

1456 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 32. Copy latest user guides to the CCMA

server

Introduction
Supervisors and administrators can access certain documentation directly
through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
Administration server.

The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection web site (www.nortel.com/helmsman).

Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.

To copy the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
Note: Only the following guides can be accessed directly from Contact
Center Manager Administration. However, the remaining guides from the
Contact Center 6.0 documentation suite are also available on Helmsman
and can be downloaded to the directory of your choice.
„ Contact Center Supervisor’s Guide
„ Contact Center Administrator’s Guide
„ Contact Center What’s New Guide
„ Contact Center NCC Administrator’s Guide

Installation and Maintenance Guide 1457

Migrating CCMA 6.0 to a new server Standard 3.0

„ Contact Center Historical Reporting and Data Dictionary

„ Contact Center Scripting Guides
5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
...\program files\Nortel Network\WClient\Apps\documentation\guides
6 Ensure the file names match the links from the application:
„ Supervisors Guide.pdf
„ Administrators Guide.pdf
„ Whats New Guide.pdf
„ NCC Administrators Guide.pdf
„ HRDD.pdf
„ M1 Scripting Guide.pdf

Note: You must download Adobe Acrobat Reader on the client PCs to launch
the guides from the Contact Center Manager Administration server.

1458 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 33. Other postmigration tasks

Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks, if you have not already done so:
„ Configure the Windows SNMP service on the server.
„ Select the types of events you want to forward to the NMS.
„ Configure the NMS.

For more information, see Chapter 16, “Working with CCMA events.”.

Verify your security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Manager Administration, refer to Chapter 18, “Managing security.”

Installation and Maintenance Guide 1459

Migrating CCMA 6.0 to a new server Standard 3.0

1460 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Section D: Restoring CCMA data to

target server

In this section
Step 34. Restore CCMA data to the target server 1462

Installation and Maintenance Guide 1461

Migrating CCMA 6.0 to a new server Standard 3.0

Step 34. Restore CCMA data to the target

server

Introduction
You have three options for restoring data in the event of a server failure or if you
need to revert to a previous snapshot of Contact Center Manager Administration
data:
„ Option 1: Restoring data using the Nortel Backup and Restore utility
For details, see “Option 1: Restoring Contact Center Manager
Administration data with the Nortel Backup and Restore utility,” on page
1463.
„ Option 2: Restoring data using the Windows Backup Tool
For details, see “Option 2: Restoring data files using the Windows Backup
tool,” on page 1469.
„ Option 3: Restoring data by manually restoring files
For details, see “Option 3: Restoring files by manually restoring files,” on
page 1472.
„ Option 4: Restoring data using a third-party tool such as Veritas
Backup 9.1
For details, “Option 4: Restoring files using the Veritas Backup Exec 9.1
tool,” on page 1473.

1462 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

ATTENTION
When restoring Contact Center Manager Administration
data, you must restore data that was backed up from the
same release and version of the software as that which is
currently installed on the Contact Center Manager
Administration server. For example, if your Contact Center
Manager Administration server currently contains Contact
Center Manager Administration Release 6.0, then you can
only restore a backup of Release 6.0 data onto this server.
You cannot restore data from previous Service Updates. If
you restore data backed up on previous versions, you will
corrupt your server.

You can use the instructions in this section to restore Contact Center Manager
Administration data from a primary server and restore the same data to a new
Contact Center Manager Administration server. You can use this procedures in
this section to:
„ recover from a system failure if your Contact Center Manager
Administration server fails completely (for example, due to serious
hardware failure)
„ restore data to the replicating server if you have a failure on your primary
server
„ restore Contact Center Manager Administration data onto the same server
from which it was backed up (for example, if you want to roll back
erroneous data or you are recovering from a data loss issue)
„ restore Contact Center Manager Administration data to a new server if you
are performing a data migration from an existing server to a new server

Option 1: Restoring Contact Center Manager Administration data with

the Nortel Backup and Restore utility
When you back up Contact Center Manager Administration data with the Nortel
Backup and Restore utility, it creates a single file with the default name of
Restore.bkf. If you need to restore the Contact Center Manager Administration
data to its original state when you backed up the files, you can open the utility
and navigate to this file.

Installation and Maintenance Guide 1463

Migrating CCMA 6.0 to a new server Standard 3.0

To restore data with the Nortel Backup and Restore utility

ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

1464 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

3 In the window, click Backup & Restore.

Result: The Nortel Backup And Restore utility appears.

4 Click the Restore tab.

5 Click Restore Files.

Result: The Windows Backup utility starts.

Installation and Maintenance Guide 1465

Migrating CCMA 6.0 to a new server Standard 3.0

6 Click the Restore and Manage Media tab.

7 In the left pane, select the most recent backup file (or the file containing the
data that you want to restore, if not the most recent file).
8 Expand this file fully by clicking the plus sign (+) beside it. The file name
expands to reveal a series of files.
9 Place a check mark beside the files that you want to restore. To select all
the files, place a check mark beside the parent file name.
Note: When restoring data on a server on which ADAM replication has
been enabled, you must not restore any ADAM-specific data or you will
overwrite the replicated data. If you did not clear the two locations
C:\Program Files\Microsoft ADAM\SymposiumWC\ and
C:\WINDOWS\ADAM when you performed a backup, you must clear these
files from the list of files to be restored so that they are not restored to the
replicating server. When you clear these files, a gray check mark remains
beside them, indicating that they are not going to be restored, as shown in
the figure Restore and Manage Media.
10 Ensure that the option to always replace the files on the computer is
selected.
11 Ensure that Original location appears in the Restore files to list.

1466 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

12 Click Start Restore.

Result: The system restores the files.
Note: If you did not stop the SymposiumWC service prior to the restore,
you must restart your computer when prompted.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
14 If your registry settings have not changed, you can skip to step 15. If you
are restoring to a new server, or if your registry settings have been
corrupted or overwritten, you need to manually reconfigure your Real-Time
Reporting and Emergency Help configuration settings. These settings must
be the same as they were prior to the data restoration.
a. Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Configuration window appears.
b. In the left pane, click on the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
c. In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings dialog box appears.
d. Reenter all settings in the RTR Registry Settings dialog box that you
noted in “Step 5. Back up Real-Time Reporting and Emergency Help,”
on page 1246.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
Result: The Emergency Help Registry Settings dialog box appears.
h. Reenter all settings in the Emergency Help Registry Settings dialog
box that you noted in “Step 5. Back up Real-Time Reporting and
Emergency Help,” on page 1246.
i. Click OK.
j. Close all windows.

Installation and Maintenance Guide 1467

Migrating CCMA 6.0 to a new server Standard 3.0

15 You must now reactivate historical reports and scheduled events.

a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
Manager Administration.
e. Open each scheduled assignment and reactivate.
16 If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.
17 Restart the SymposiumWC service.

1468 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Option 2: Restoring data files using the Windows Backup tool

As of the date of publication of this guide, you can find this documentation at
www.microsoft.com.

To restore data files using the Windows Backup Tool

ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

1 Click Start > All Programs > Accessories > System Tools > Backup.
Result: The Backup and Restore Wizard opens.
2 Select Advanced Mode by clicking the Advanced Mode option.
Result: The Backup Utility Advanced Mode welcome screen appears.
3 Click the Restore and Manage Media tab.
Result: The Restore and Manage media window appears.
4 Click Tools > Options.
Result: The Options window appears.
5 Click the Restore tab.
6 Select Always replace the file on my computer.
Note: When using the Windows Backup Tool to restore the Contact Center
Manager Administration data files, it is very important that you select the
option to always replace the files on the computer. As of the time of
publication, you can select this option in the Restore tab of the Options
window (accessible from the Tools menu), or when you are using the
Restore Wizard in the Advanced Options “How To Restore” page.

Installation and Maintenance Guide 1469

Migrating CCMA 6.0 to a new server Standard 3.0

7 Click Apply.
8 Click OK.
Result: The Restore and Manage Media window reappears with the text “If
files exist: Always replace” appearing in the lower part of the window.
9 In the left pane, browse to the backup file (.bkf) that you want to restore.
Note: When restoring data on a server on which ADAM replication has
been enabled, you must not restore any ADAM-specific data or you will
overwrite the replicated data. If you did not clear the two locations
C:\Program Files\Microsoft ADAM\SymposiumWC\ and
C:\WINDOWS\ADAM when you performed a backup, you must clear these
files from the list of files to be restored so that they are not restored
replicating server. When you clear these files, a gray check mark remains
beside them, indicating that they are not going to be restored.
10 Click Start Restore.
Note: If the Contact Center Manager Administration server is not running in
a replication environment, an authoritative restore is not required. However,
if the Contact Center Manager Administration server is running in a
replication environment, an authoritative restore may be required. For more
information about authoritative restoration, see the Microsoft ADAM online
Help.
Result: The Confirm Restore window appears.
11 Click OK.
Result: The Restore Progress window appears and informs you when the
restore process is complete.
12 Close all windows.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
14 If you have already configured your Real-Time Reporting and Emergency
Help settings to match the settings prior to data restoration, you can skip
this step and proceed to step15. If not, you must manually reconfigure your
Real-Time Reporting and Emergency Help configuration settings. These
settings must the same as they were prior to the data restoration.
a. Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Configuration window appears.

1470 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

b. In the left pane, click on the Real-Time Reporting folder.

Result: The RTR Registry Settings icon appears in the right pane.
c. In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings dialog box appears.
d. Reenter all settings in the RTR Registry Settings dialog box that you
noted in “Step 5. Back up Real-Time Reporting and Emergency Help,”
on page 1246.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
Result: The Emergency Help Registry Settings dialog box appears.
h. Reenter all settings in the Emergency Help Registry Settings dialog
box that you noted in “Step 5. Back up Real-Time Reporting and
Emergency Help,” on page 1246.
i. Click OK.
j. Close all windows.
15 You must now reactivate historical reports and scheduled events.
a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
Manager Administration.
e. Open each scheduled assignment and reactivate.
16 If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.
17 Restart the SymposiumWC service.

Installation and Maintenance Guide 1471

Migrating CCMA 6.0 to a new server Standard 3.0

Option 3: Restoring files by manually restoring files

Restore the files in the folders listed below from your backup file location or
tape drive.

ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

„ <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\

Historical\data
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\rpt\
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ <x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
„ <x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports
„

„ <x>:\Program Files\Microsoft ADAM\instance1\

1472 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Option 4: Restoring files using the Veritas Backup Exec 9.1 tool
ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a
coresident system, it has an adverse effect on the
operation of the system and may require a complete
system rebuild.

Nortel has also tested the Veritas Backup Exec 9.1 tool (build 4691), which can
be used instead of the Microsoft Windows Backup Tool to back up and restore
the Contact Center Manager Administration 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 restore Contact Center Manager Administration data, you
must note the following:
„ You must stop the SymposiumWC service prior to restoring from a Veritas
backup file. You must also ensure that “Restore over existing files” is
selected in the general properties for the restore job. For more information,
consult the Veritas application online Help.
„ The default installation of Veritas Backup Exec 9.1 uses the TCP port
10000, which is also the default port used by the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact
Center Manager Administration 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).
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 Contact Center
Manager Administration 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 Contact Center Manager Administration, see the Contact Center

Installation and Maintenance Guide 1473

Migrating CCMA 6.0 to a new server Standard 3.0

Manager Administration Technical Requirements and Operating System

Configuration Guide. For instructions on changing the Veritas Backup
Exec default port number, see the Veritas support article located at
www.seer.support.veritas.com.
„ To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult
www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
„ 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. When restoring files, you must select
“Shadow Copy Components,” as well as any hard drive components
(Contact Center Manager Administration folders).
„ When restoring data, you must ensure that “Restore over existing files” is
selected in the general properties for the restore job.
„ When you restore the Contact Center Manager Administration ADAM files
(Shadow Copy Components), the SymposiumWC service is stopped
automatically. You must manually restart the service after the restoration is
complete.

After restoring your data, you must perform the following tasks:
„ Manually reconfigure your Real-Time Reporting and Emergency Help
configuration settings. These settings must the same as they were prior to
the data restoration.
„ Reactivate scheduled assignments.
„ Launch the Historical Reporting component in Contact Center Manager
Administration. In the scheduled events window, select all scheduled
assignments and click Activate.
„ Launch the Contact Center Management component in Contact Center
Manager Administration. Open each scheduled assignment and
reactivate.
„ If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.

1474 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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

Installation and Maintenance Guide 1475

Migrating CCMA 6.0 to a new server Standard 3.0

1476 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Section E: Postmigration tasks

In this section
Step 35. Revert to source server computer name or change name 1478
Step 36. Ensure the CCMA computer name is correct on client PCs 1488
Step 37. Install .NET Framework v. 1.1 (optional) 1489

Installation and Maintenance Guide 1477

Migrating CCMA 6.0 to a new server Standard 3.0

Step 35. Revert to source server computer

name or change name

This step is only required if you want to change the computer name after
installation. For example, after installing the application on the target server, you
may want to revert to the computer name of source server. If you do not want to
change the computer name after installation, you can skip this step and proceed
directly to “Step 36. Ensure the CCMA computer name is correct on client PCs,”
on page 1488.
If you change the computer name of the Contact Center Manager Administration
server after installation, you need perform postchange tasks to successfully
connect to a Contact Center Manager Administration server with a new name.
The tips for changing the computer name and suggested postchange tasks vary
based on whether the server is coresident with Contact Center Manager Server
or stand-alone. See the appropriate scenario below for a list of the required tasks.

Changing the computer name of a stand-alone server

If you change the computer name of the Contact Center Manager Administration
server after you install the Contact Center Manager Administration software,
you must perform the following tasks to reset the name so that the Contact
Center Manager Server and the Contact Center Manager Administration
function properly:

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

1478 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

1. An administrator or support technician must run the Contact Center

Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
SOAP processes do not function properly (because they still refer to the old
computer name), and you cannot work with the components that require
SOAP functionality, such as Configuration. For details about how to reset
the SOAP files to reflect the new computer name, see “To run the
ChangeSOAPSrv utility” on page 1480.
2. An administrator must reset the IUSR_SWC account to reflect the new
computer name. For details, see “To reset the IUSR_SWC account to
reflect a new computer name,” on page 1481.
3. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For details, see “To reset the iceAdmin
password after a CCMA server name change,” on page 1485.

Changing the computer name of a coresident server

On a coresident server, after you change the computer name, you must perform
the following tasks to reset the name so that Contact Center Manager Server and
Contact Center Manager Administration function properly:

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

1. An administrator must run the Contact Center Manager Server Computer

Name Sync utility. For details, see the Contact Center Manager Server
Installation and Maintenance Guide.
2. An administrator or support technician must run the Contact Center
Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
SOAP processes will not function properly (because they still refer to the

Installation and Maintenance Guide 1479

Migrating CCMA 6.0 to a new server Standard 3.0

old computer name), and you will not be able to work with the components
that require SOAP functionality, such as Configuration.
3. An administrator must reset the IUSR_SWC account to reflect the new
computer name.
4. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For details, see “To reset the iceAdmin
password after a CCMA server name change,” on page 1485.

To run the ChangeSOAPSrv utility

If you have received a pop-up message indicating that you must run the
ChangeSOAPSrv utility, perform this procedure.
1 Make note of the path that appears in the pop-up message. If you have
already closed the message, you can make it reappear by launching the
same Contact Center Manager Administration component again (for
example, Configuration).
2 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C: is the drive on which Contact
Center Manager Administration is installed.
3 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
4 Press Enter.
Result: A window appears, showing the updated SOAP files.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).

1480 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 1481

Migrating CCMA 6.0 to a new server Standard 3.0

7 Click Browse.
Result: The Select User window appears.

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

1482 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

9 Click Find Now.

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

Installation and Maintenance Guide 1483

Migrating CCMA 6.0 to a new server Standard 3.0

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

1484 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

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.

To reset the iceAdmin password after a CCMA server name change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1485

Migrating CCMA 6.0 to a new server Standard 3.0

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 8.

1486 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both times,
and then resets the password in all required components.

Installation and Maintenance Guide 1487

Migrating CCMA 6.0 to a new server Standard 3.0

Step 36. Ensure the CCMA computer name is

correct on client PCs

When you migrate to a new server, you must ensure that the computer name of
the Contact Center Manager Administration server is correct on each client PC.

1488 Nortel Contact Center Manager Administration

May 2006 Migrating CCMA 6.0 to a new server

Step 37. Install .NET Framework v. 1.1

(optional)

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

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

You also need to add the Contact Center Multimedia server to the list of servers
that are administered by Contact Center Manager Administration. For details
about installing the Contact Center Multimedia server, refer to the Nortel
Contact Center Multimedia Installation and Maintenance Guide. For details
about adding the Contact Center Multimedia server to the list of servers
administered by Contact Center Manager Administration using the
Configuration component, refer to the Nortel Contact Center Manager -
Administrator’s Guide.

Prerequisites for installing the .NET Framework

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

To check for the .NET Framework on a client machine

If your client machines are running the latest version of Windows XP or
Windows 2000, check to see if the correct version of the .NET Framework
version is already installed.

Installation and Maintenance Guide 1489

Migrating CCMA 6.0 to a new server Standard 3.0

1 On the client machines, click Start > Control Panel.

2 Double-click Add or Remove Programs.
3 Select Microsoft .NET Framework 1.1.
4 Click the support link.

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

To install the .NET Framework on a client machine

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

1490 Nortel Contact Center Manager Administration

 Par t 3
Maintaining Contact Center
Manager Administration
Release 6.0

Installation and Maintenance Guide 1491

Installation and Maintenance Guide 1492
Chapter 12

Uninstalling and reinstalling the

server software

In this chapter
Section A: Uninstalling and reinstalling CCMA 1495
Section B: Uninstalling Agent Desktop Displays 1567

Installation and Maintenance Guide 1493

Uninstalling and reinstalling the server software Standard 3.0

1494 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

Section A: Uninstalling and reinstalling

CCMA

In this section
Overview 1496
Uninstalling Contact Center Manager Administration 1497
Uninstalling the XML Automated Assignments feature 1503
Uninstalling Crystal Enterprise 10 Embedded 1504
Uninstalling Sybase Open Client 1506
Reinstalling Contact Center Manager Administration 1508
Scenarios for reinstalling Contact Center Manager Administration 1509

Installation and Maintenance Guide 1495

Uninstalling and reinstalling the server software Standard 3.0

Overview

This section details the procedure for uninstalling the Contact Center Manager
Administration software. It also contains the procedure for uninstalling the
Sybase Open Client software and Crystal Enterprise 10 Embedded.

Note: When uninstalling Contact Center Manager Administration and third-

party software (Sybase and Crystal Enterprise 10 Embedded), it is important that
the software be uninstalled in the reverse order that it was installed. Therefore,
the correct order for uninstalling the software is:
1. Uninstall Contact Center Manager Administration software.
2. Uninstall Crystal Enterprise 10 Embedded software.
3. Uninstall Sybase software (for stand-alone Contact Center Manager
Administration configurations only).

ATTENTION
Before you can uninstall Contact Center Manager
Administration, you must uninstall all language packs that
you have installed on the Contact Center Manager
Administration server. To verify whether you have installed
any language packs, click Start > Control Panel > Add or
Remove Programs. All installed language packs are listed
separately in the Add or Remove programs window. For
more information on uninstalling language packs, see “To
uninstall a language pack” on page 237.

1496 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

Uninstalling Contact Center Manager

Administration

Introduction
You can uninstall the entire Contact Center Manager Administration application
by using the Windows Add or Remove Programs feature.

Note: When uninstalling Contact Center Manager Administration and third-

party software (Sybase and Crystal Enterprise 10 Embedded), it is important that
the software be uninstalled in the reverse order that it was installed. Therefore,
the correct order for uninstalling the software is:
1. Uninstall Contact Center Manager Administration software.
2. Uninstall Crystal Enterprise 10 Embedded software.
3. Uninstall Sybase software (for stand-alone Contact Center Manager
Administration configurations only).

Installation and Maintenance Guide 1497

Uninstalling and reinstalling the server software Standard 3.0

When you uninstall Contact Center Manager Administration, the system

prompts you to preserve user data. If you select Yes to preserve user data, then,
during the reinstallation of Contact Center Manager Administration, the system
detects the preserved user data and prompts you to restore the data. The
estimated time to complete this is 15 minutes.

LOSS OF DATA

In Windows Server 2003, when you uninstall Contact Center

.
Manager Administration, you will be asked if you want to
preserve customer data. If you choose not to preserve customer
data, all of your customer data on that server, such as server
information, partitions, and so on, will be lost. If you choose to
preserve customer data, you will still lose certain data that is
stored outside of Active Directory Application Mode (ADAM).
For this reason, you need to back up all files that are not stored
in ADAM, such as historical report data, real-time display
snapshots, Emergency Help snapshots, schedule data, Report
Creation Wizard database, Report Creation Wizard reporting
data. For details about backing up data files, see Chapter 15,
“Resiliency (backup, restore, and disaster recovery).”

When you reinstall Contact Center Manager Administration, the system asks if
you want to use the preserved customer data. In order to preserve customer data,
you must click Yes and reinstall the same version of Contact Center Manager
Administration with the same Service Update.

1498 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

To uninstall Contact Center Manager Administration from the Contact

Center Manager Administration server

ATTENTION
Before uninstalling Contact Center Manager Administration,
note the directory in which it is currently installed (the default
directory is C:\Program Files\Nortel Networks\WClient, but it
may be installed in a custom location). You will need to know
this directory when reinstalling the software. When reinstalling
Contact Center Manager Administration on a Contact Center
Manager Administration server that is running this operating
system, you must install the software in the same directory in
which it was originally installed, or errors will occur.

1 Click Start > Control Panel.

Result: The Control Panel window appears.
2 Double-click the Add or Remove Programs icon.
Result: The Add or Remove Programs window appears.
3 Select Contact Center Manager Administration from the list of installed
programs.
4 Click Change.
Result: The Contact Center Manager Administration Setup window
appears.
5 Click Next.
Result: The Program Maintenance window appears indicating the Contact
Center Manager Administration will be removed from your computer.
6 Click Next.
7 The Would you like to preserve customer data? window appears.

Installation and Maintenance Guide 1499

Uninstalling and reinstalling the server software Standard 3.0

ATTENTION
In Windows Server 2003, when you click No, you uninstall
ADAM along with Contact Center Manager Administration; if
you click Yes to keep customer data, then you uninstall
Contact Center Manager Administration, but you leave ADAM
intact.

„ If you want to preserve your data, click Yes. The system copies your file
to the following temporary directory:
x:\Documents and Settings\Administrator\Local Settings\Temp\WClient
where x is the drive in which the operating system is installed. If you
clicked Yes, you can now skip to the Result of step d on page 1501.
„ If you want the system to delete all data, click No.
Result: The Remove the Program window appears.
Note: If you have installed any Service Updates or Service Update
Supplements on your server, these patches are listed in the Remove the
Program window. The system removes these patches before removing the
Contact Center Manager Administration software.
a. Click Remove
Result: The Active Directory Mode Removal Wizard dialog box appears

b. Click Yes to remove ADAM and delete all data.

Result: The following window appears, notifying you that the system will
uninstall ADAM if you choose to proceed.

1500 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

c. Click Yes to remove ADAM and delete all data.

Result: The following window appears, notifying you that the system has
successfully deleted ADAM.
d. Click Close to continue uninstalling Contact Center Manager
Administration.
Result: The Remove the Program window appears.
Note: If you have installed any Service Updates or Service Update
Supplements on the server, then this window lists them. The system
removes these patches before removing the Contact Center Manager
Administration software.
8 Click Remove.
Result: The system uninstalls Contact Center Manager Administration.
After the software is uninstalled, the Completing the Contact Center
Manager Administration Setup Wizard window appears.
9 Click Finish.
Result: The Contact Center Manager Administration Installer Information
window appears, indicating that you need to restart the Contact Center
Manager Administration server for your changes to take effect.
10 Click Yes to restart your computer.
Note: Uninstallation of Contact Center Manager Administration does not
automatically uninstall Active Directory.

Uninstalling Active Directory Application Mode

If you have the Windows Server 2003 operating system, when you uninstall
Contact Center Manager Administration, you can choose to uninstall Active
Directory Application Mode (ADAM), or keep it on the application server.
When you choose not to preserve customer data, you uninstall ADAM along
with Contact Center Manager Administration; if you keep customer data, then
you uninstall Contact Center Manager Administration but you leave ADAM
intact. For more information, see “Uninstalling Contact Center Manager
Administration” on page 1497.

Installation and Maintenance Guide 1501

Uninstalling and reinstalling the server software Standard 3.0

When you reinstall Contact Center Manager Administration, the system asks if
you want to use the preserved customer data. If you click No, the system
uninstalls ADAM from the application server, and then reinstalls ADAM with
Contact Center Manager Administration; if you click Yes, the system installs
Contact Center Manager Administration and uses the version of ADAM that was
already installed.

1502 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

Uninstalling the XML Automated Assignments

feature

To uninstall this feature, open the Windows Add or Remove Programs

window, select the XML Automated Assignments feature, and then click
Remove. Follow the prompts in the wizard to remove the software.

For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link at
www.nortel.com/developer. General information on the Developer Program,
including an online membership application, is also available on this site.

Installation and Maintenance Guide 1503

Uninstalling and reinstalling the server software Standard 3.0

Uninstalling Crystal Enterprise 10 Embedded

Introduction
When uninstalling Contact Center Manager Administration and third-party
software (Sybase and Crystal Enterprise 10 Embedded), it is important that the
software be uninstalled in the reverse order that it was installed. Therefore, the
correct order for uninstalling the software is:
1. Uninstall Contact Center Manager Administration software.
2. Uninstall Crystal Enterprise 10 Embedded software.
3. Uninstall Sybase software (for stand-alone Contact Center Manager
Administration configurations only).

To uninstall Crystal Enterprise 10 Embedded

1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.

1504 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

2 Select Crystal Enterprise 10 Embedded from the list of currently installed

programs.

3 Click Remove.
Result: The Add or Remove Programs dialog box appears, asking you if
you are sure that you want to remove Crystal Enterprise 10 Embedded
from your computer.
4 Click Yes.
Result: The system removes Crystal Enterprise 10 Embedded from your
computer.

Installation and Maintenance Guide 1505

Uninstalling and reinstalling the server software Standard 3.0

Uninstalling Sybase Open Client

Introduction

ATTENTION
If you have installed Contact Center Manager
Administration on a coresident server, then you cannot
uninstall Sybase Open Client as it will have a negative
impact on the other coresident software applications,
particularly Contact Center Manager Server. You can only
uninstall Sybase Open Client if Contact Center Manager
Administration is installed on a stand-alone server.

Use the following procedure if you need to uninstall the Sybase Open Client
software from the Contact Center Manager Administration server. For example,
because Contact Center Manager Administration only functions with Sybase
Open Client 12.5, if the Contact Center Manager Administration 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.

Note: Contact Center Manager Administration does not function without Sybase
Open Client; therefore, if you uninstall the software, you must reinstall Sybase
Open Client 12.5 before you can work with Contact Center Manager
Administration.

To uninstall Sybase Open Client

Note: Before you perform this procedure, you must close all open applications
and stop the IIS Admin service (this also stops the FTP Publishing Service,
Microsoft SMTP Service, and World Wide Web Publishing Service). To stop the
service, click Start > Administrative Tools > Services. Select the service you
want to stop, and then click Stop. When you have reinstalled Sybase Open
Client, you must restart the Contact Center Manager Administration server, and
then ensure that this service is restarted.
1 Log on to the Contact Center Manager Administration server with the Local
Administrator user ID.
2 Click Start > All Programs > Sybase > Uninstall.

1506 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

3 The Uninstall window appears. Do not close this window.

Result: The system starts uninstalling the software, and then the following
Information window appears:

4 Click Yes.
Result: The system uninstalls the software.

Reinstalling Sybase Open Client 12.5

After you reinstall the software, you must restart the Contact Center Manager
Administration server. When the server restarts, ensure that the IIS service is
running (if it is not running, then you must restart it manually), and that you can
access the Contact Center Manager Administration default web page.

Installation and Maintenance Guide 1507

Uninstalling and reinstalling the server software Standard 3.0

Reinstalling Contact Center Manager

Administration

Introduction
When you uninstall Contact Center Manager Administration from a server that
is running Windows Server 2003, the system asks you if you want to preserve
customer data. If you click No, the system uninstalls application server data
from the Contact Center Manager Administration server; if you click Yes, the
system uninstalls Contact Center Manager Administration, but leaves
application server data intact on the Contact Center Manager Administration
server.

When you reinstall Contact Center Manager Administration, the system asks if
you want to use the preserved customer data. In order to preserve customer data,
you must click Yes and reinstall the same version of Contact Center Manager
Administration with the same Service Update.

ATTENTION
When you have the Windows Server 2003 operating system,
and you are reinstalling Contact Center Manager
Administration on the server, you must reinstall it in the same
directory in which it was originally installed or errors will
occur (the default directory is C:\Program Files\Nortel
Networks\WClient, but it may have been installed in a custom
location).

1508 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

Scenarios for reinstalling Contact Center

Manager Administration

Introduction
Before you reinstall the software, choose the appropriate scenario from the
following list, and then follow the applicable procedure:
„ You are reinstalling the software, you do not want to use preserved
customer data, and you want to enable ADAM replication. Follow the
procedure “To reinstall Contact Center Manager Administration (without
using preserved customer data but enabling replication)” below.
„ You are reinstalling the software, you do not want to use preserved
customer data, and you do not want to enable ADAM replication. Follow
the procedure “To reinstall Contact Center Manager Administration
(without using preserved customer data and without enabling replication)”
on page 1537.
„ You are reinstalling the software and you want to use preserved customer
data you must reinstall the same version of the software with the same
Service Update as was previously installed on the Contact Center Manager
Administration server with the preserved customer data. Follow the
procedure “To reinstall Contact Center Manager Administration (using
preserved customer data)” on page 1552.

To reinstall Contact Center Manager Administration (without using

preserved customer data but enabling replication)
Follow the procedure below to reinstall Contact Center Manager Administration
when you are choosing to not use preserved customer data. You are choosing,
however, to enable ADAM replication. During this procedure, the program
uninstalls ADAM from the server (and then reinstalls it).

Installation and Maintenance Guide 1509

Uninstalling and reinstalling the server software Standard 3.0

1 Insert the Contact Center Manager installation DVD in the DVD-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 Contact Center
Manager Administration from the DVD-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 DVD-ROM drive.

1510 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

6 Click Next.
Result: The Contact Center Manager Administration Setup Wizard window
appears.

7 Click Next.
Result: The system prompts you to restore customer data.

8 Click No if you do not want the system to restore previously saved data.
The system uninstalls Active Directory Application Mode from the Contact
Center Manager Administration server, and then reinstalls ADAM with
Contact Center Manager Administration (if you click Yes, the system
installs Contact Center Manager Administration and uses the version of
ADAM that was already installed and saved with the preserved customer
data.)

Installation and Maintenance Guide 1511

Uninstalling and reinstalling the server software Standard 3.0

9 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to replicate ADAM. If you are performing this
reinstallation procedure, it is because you want to replicate an existing
instance of ADAM.

10 Click Yes.
Result: A warning window appears, notifying you that the existing ADAM
instance will be removed from the Contact Center Manager Administration
server.

11 Click Yes.
Result: Another warning window appears, notifying you that the system will
remove the ADAM configuration set from the Contact Center Manager
Administration server. A configuration set is a group of ADAM instances
that share the same configuration and schema. For example, when you
replicate Contact Center Manager Administration ADAM instances, they all
belong to the same configuration set.

1512 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

12 Click Yes.
Result: The Active Directory Application Mode Removal Wizard appears
and the system uninstalls ADAM.

When the system is finished uninstalling ADAM, the following window

appears:

Installation and Maintenance Guide 1513

Uninstalling and reinstalling the server software Standard 3.0

13 Click Close.
Result: The Welcome window for the ADAM setup wizard appears.

14 Click Next.
Result: The ADAM license agreement appears.

1514 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

15 Accept the terms of the license agreement, and then click Next.
Result: The Installation Options window appears.

16 Ensure that the default value, ADAM and ADAM administration tools, is
selected, and then click Next.
Result: The Setup Options window appears.

Installation and Maintenance Guide 1515

Uninstalling and reinstalling the server software Standard 3.0

17 Click A replica of an existing instance, and then click Next.

Result: The Instance Name window appears.

18 Type the name by which this instance of ADAM can be identified. For
proper replication of Contact Center Manager Administration data, you
must type SymposiumWC, and then click Next.
Result: The Ports window appears.

1516 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

19 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
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.
20 Click Next.
Result: The Joining a Configuration Set window appears.

21 In this window, you select the computer that contains the ADAM instance
with which you want to replicate and the port number on that computer that
ADAM uses to communicate. In the Server box, type the name of the
Contact Center Manager Administration server containing the ADAM
instance with which you want to replicate. If you do not know the name of
the computer, perform the following steps. Otherwise, skip to step 22.
a. Click Browse to locate the computer.
Result: The Select Computer window appears.

Installation and Maintenance Guide 1517

Uninstalling and reinstalling the server software Standard 3.0

b. In the Select this object type box, ensure that Computer appears. If it
does not appear, then click Object Types and select Computer.
c. In the From this location box, ensure that your domain controller
appears. If it does not appear, then click Locations to select it.
d. When these values are in the boxes noted, click Advanced.
e. Click Find Now.
Result: The list of available computers appears at the bottom of the
window.
f. From the list of computers, select the Contact Center Manager
Administration server containing the ADAM instance with which you
want to replicate your ADAM instance, and then click OK.
Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.

1518 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

22 In the LDAP Port box, type the port number on the remote server that the
ADAM instance uses to communicate, and then click Next.
Note: You must type the correct computer name and port number. If you
type incorrect information in this window, an error message appears.
Result: The Administrative Credentials for the Configuration Set window
appears. A configuration set is a group of ADAM instances that share the
same configuration and schema. For example, when you replicate Contact
Center Manager Administration ADAM instances, they all belong to the
same configuration set.

23 In this window, you must select an administrative user before you can add
this remote ADAM instance into the existing configuration set. The domain
user you select must already exist on the domain controller and must be a
member of both the Administrators group and the Replicator group.This
user must also be configured to run as a service. Click This account, and
then type the domain name followed by the user name in the format
<domain name>\<user name>. For example, in the figure Administrative
Credentials for the Configuration Set, the domain name is APPTEST2, and
the username is DomainUserX.

Installation and Maintenance Guide 1519

Uninstalling and reinstalling the server software Standard 3.0

24 In the Password box, type the password for this user account, and then
click Next.
Result: The system confirms the existence of the other ADAM instance on
the server you indicated, and confirms the port number and user
credentials you typed, and then the Copying Application Directory Partitions
window appears.

25 The directory partitions that exist in the other ADAM instance appear in the
Available partitions box. All Contact Center Manager Administration-
specific ADAM instances have the DC=nortelnetworks,DC=COM partition.
(If this partition is not displayed, then this ADAM instance contains no
Contact Center Manager Administration-specific data and you cannot
replicate this instance.) In the Available partitions box, select the partition
DC=Nortelnetworks,DC=COM, and then click Add to move it to the
Partitions to copy box.

1520 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

26 Click Next.
Result: The File Locations window appears.

27 This window displays the location where ADAM-specific files reside on the
Contact Center Manager Administration server. Accept the default values,
and then click Next.
Result: The Service Account Selection window appears.

Installation and Maintenance Guide 1521

Uninstalling and reinstalling the server software Standard 3.0

28 This window enables you to select the service account requirements of the
ADAM instance that you are creating on the Contact Center Manager
Administration server. Because ADAM runs as a service on the server, it
requires a service account. ADAM service account requirements depend
on the Windows workgroup or domain environment in which you are
installing ADAM, and the options in this window vary based on your
configuration. In this example, ADAM is installed as a Windows Server
2003 member server in a Windows 2000 domain, so Network service
account is selected. Choose the option that best suits your network
configuration, and then click Next.
Note: The values shown in this procedure are only sample values that you
could choose if the Contact Center Manager Administration server is a
Windows Server 2003 member server in a Windows 2000 domain.
However, there are other possible configurations for which these values do
not work. Therefore, you must choose the appropriate values based on
your specific network configuration. See “ADAM and service accounts” on
page 1652 and the Microsoft documentation for more information.
Result: The ADAM Administrators window appears.

1522 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

29 In this window, you specify an account or group that can be used to

administer this ADAM instance. Ensure that This account is selected, and
then click Browse to locate the account on the local PC.
Result: The Select User or Group window appears.

30 Ensure that the local computer name appears in the From this location
box (the computer on which you are installing ADAM). If the Contact Center
Manager Administration server name does not appear, then click
Locations and browse to the correct computer name.
31 Click Advanced.
Result: The bottom portion of the Select User or Group window expands.

Installation and Maintenance Guide 1523

Uninstalling and reinstalling the server software Standard 3.0

32 Ensure that User, Group, or Built-in security principal appears in the

Select this object type box. (If it does not appear, then click Object Types
and locate it.) Click Find Now.
Result: The list of all the user accounts, groups, and security principals
configured on the server appears.

33 From the list of user accounts and groups, select the Administrators
group, and then click OK.
Note: Ensure that you click the Administrators (plural) group, as shown in
the graphic above. Groups are denoted by the double-head icon, while
users are only single heads.
Result: The Select User or Group window reappears, with the
Administrators group shown at the bottom.

1524 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

34 Confirm that you have selected the correct group (Administrators), and that
it is located on the local computer, and then click OK.
Result: The ADAM Administrators window reappears with the
Administrators group shown at the bottom.
35 Click Next.
Result: The Ready to Install window appears.

36 Confirm the installation components, and then click Next.

Result: The Completed window appears, notifying you that ADAM was
successfully installed.

Installation and Maintenance Guide 1525

Uninstalling and reinstalling the server software Standard 3.0

37 Click Finish.
Result: The Customer Information window appears.

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

information.
b. To set up access restrictions for this Contact Center Manager
Administration 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
Contact Center Manager Administration.

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 Contact Center
Manager Administration from using the Contact Center
Manager Administration server.

Only for me (<username>) indicates that you want to make sure that
only a user with your username and password can log on to Contact
Center Manager Administration.

1526 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

38 Click Next.
Result: The Soap Configuration Parameters window appears.
In this window you must type the URL that you use to access Contact
Center Manager Administration on the Contact Center Manager
Administration server (without the http:// prefix) so that certain SOAP
WSDL files are installed and function properly. If the Contact Center
Manager Administration default URL is the same as the Contact Center
Manager Administration server computer name, then you can accept the
default value shown, and then click Next. If, however, the Contact Center
Manager Administration default URL is the Contact Center Manager
Administration server fully qualified host name (for example,
<computername>.<domain name>.com), then you must type this name.
If you are installing Contact Center Manager Administration 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.

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

Note: If you are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration 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 Contact Center Manager Administration server.
For details on configuring the client PC after installing Contact Center

Installation and Maintenance Guide 1527

Uninstalling and reinstalling the server software Standard 3.0

Manager Administration, see “To configure Internet Explorer 6.0 on the

client PC” on page 258.
Result: The Web Site Type window appears.

You can install Contact Center Manager Administration as the default web
site on the Contact Center Manager Administration server, or install it as a
virtual directory on an existing web site. For more information about how to
determine the type of web site that best suits your company’s needs, see
“Web sites and virtual directories” on page 1956.
To install Contact Center Manager Administration as the default web
site
a. Click Default.

ATTENTION
Nortel recommends that you click Default, reserving the
Contact Center Manager Administration server solely for
the use of Contact Center Manager Administration for
optimum performance.

To install Contact Center Manager Administration as a virtual

directory on an existing web site
a. Click Existing.

1528 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

b. Click Next.
Result: The Virtual Directory Name window appears with WClient as
the default name.
c. If you want to change the name, type a new name. Do not use
underscores (_) in the virtual directory name.
Note: The name you choose is the name of the folder in the Default Web
Site tree in IIS. To see a sample of Contact Center Manager Administration
as a virtual directory and as a default web site, see “Web sites and virtual
directories” on page 1956.
39 Click Next.
Result: The Destination Folder window appears.

40 Review the default destination folder. To change the folder location, click
Change. Otherwise, click Next.
Note: When you have the Windows Server 2003 operating system, and you
are reinstalling Contact Center Manager Administration on the server, you
must reinstall it in the same directory in which it was originally installed or

Installation and Maintenance Guide 1529

Uninstalling and reinstalling the server software Standard 3.0

errors will occur. Therefore, only change this default directory if it is to

match the custom directory in which the software was originally installed.
Result: The Ready to Install the Program window appears.

1530 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

41 Click Next.
Result: The Installing Contact Center Manager Administration window
appears.

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
Contact Center Manager Administration 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 or Remove Programs window. In this case, click Retry. If the
installation does not proceed, then click Ignore. The installation proceeds.
42 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

Installation and Maintenance Guide 1531

Uninstalling and reinstalling the server software Standard 3.0

administrative privileges and is required for proper Contact Center Manager

Administration functionality.

43 In the Old Password box, type the old password for the iceAdmin user
account.
Note: You are required to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. If you have
forgotten or misplaced the old password, then you must manually reset it
before you can continue installing Contact Center Manager Administration.
Without halting this installation, perform steps 1 to 7 in “To reset the
iceAdmin password in Windows” on page 1922, and then return to this step
to continue the installation. Use the password that you supply during the
reset procedure as the old password in this step.
44 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see “Step 20. Change
the iceAdmin user account password (optional)” on page 214.
45 In the Confirm Password box, type the password again.
46 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want

1532 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

to export scheduled reports to a domain network PC, or if the domain

account button is disabled, proceed to step 47.

Installation and Maintenance Guide 1533

Uninstalling and reinstalling the server software Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

1534 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

47 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
installing the Crystal Reports templates. When it is finished installing the
templates, the Welcome to the InstallShield Wizard for ServerSoapInstall
window appears.

Note: Sometimes the window does not appear; instead, the system
automatically starts installing the Simple Object Access Protocol (SOAP)
files. In this case, proceed to step 48.
48 The program searches for installed components, and then installs the
required SOAP files.
Result: After the system has installed the required SOAP components, the
ADAMSchema window appears.

Installation and Maintenance Guide 1535

Uninstalling and reinstalling the server software Standard 3.0

49 The system installs the ADAM schema.

Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

50 Click Finish to exit the setup wizard.

Result: The Contact Center Manager Administration Installer Information
dialog box appears.

51 Click Yes to restart your computer.

Result: This instance of ADAM now has all existing data that resides in the
ADAM instance with which it is replicated. From this point on, replication
works both ways, with each computer sharing its ADAM data with the other
computer.

1536 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

To reinstall Contact Center Manager Administration (without using

preserved customer data and without enabling replication)
Follow this procedure to reinstall Contact Center Manager Administration if you
are choosing not to use preserved customer data and not to enable ADAM
replication. The installation program removes ADAM from the Contact Center
Manager Administration server.
1 Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2 Click Start > Control Panel > Add or Remove Programs.
3 The Add or Remove Programs window appears.

4 Click Add New Programs.

5 Click CD or Floppy to indicate that you want to install Contact Center
Manager Administration from the DVD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
6 Click Next.
Result: The Run Installation Program window appears, and D:\setup
appears by default in the Open box, where D: is the DVD-ROM drive.

Installation and Maintenance Guide 1537

Uninstalling and reinstalling the server software Standard 3.0

7 Click Next.
Result: The Contact Center Manager Administration Setup Wizard window
appears.

8 Click Next.
Result: The system prompts you to restore customer data.

9 Click No if you do not want the system to restore previously saved data.
The system uninstalls Active Directory Application Mode from the Contact
Center Manager Administration server, and then reinstalls ADAM with
Contact Center Manager Administration.

1538 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

10 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to replicate ADAM. If you are performing this
reinstallation procedure, it is because you do not want to replicate ADAM.

11 Click No.
Result: The Customer Information window appears.

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

information.

Installation and Maintenance Guide 1539

Uninstalling and reinstalling the server software Standard 3.0

b. To set up access restrictions for this Contact Center Manager

Administration 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
Contact Center Manager Administration.

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 Contact Center
Manager Administration from using the Contact Center
Manager Administration server.

Only for me (<username>) indicates that you want to make sure that
only a user with your user name and password can log on to Contact
Center Manager Administration.
12 Click Next.
Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Contact
Center Manager Administration on the Contact Center Manager
Administration server (without the http:// prefix) so that certain SOAP
WSDL files are installed and function properly. If the Contact Center
Manager Administration default URL is the same as the Contact Center
Manager Administration server computer name, then you can accept the
default value shown, and then click Next. If, however, the Contact Center
Manager Administration default URL is the Contact Center Manager
Administration server fully qualified host name (for example,
<computername>.<domain name>.com), then you must type this name.

1540 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

If you are installing Contact Center Manager Administration 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.

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

Note: If you are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration 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 Contact Center Manager Administration server.
For details on configuring the client PC after installing Contact Center
Manager Administration, see “To configure Internet Explorer 6.0 on the
client PC” on page 258.
Result: The Port Configuration for ADAM window appears.

Installation and Maintenance Guide 1541

Uninstalling and reinstalling the server software Standard 3.0

13 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
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.
Result: The Web Site Type window appears.

You can install Contact Center Manager Administration as the default web
site on the Contact Center Manager Administration server, or install it as a
virtual directory on an existing web site. For more information on how to
determine the type of web site that best suits your company’s needs, see
“Web sites and virtual directories” on page 1956.
To install Contact Center Manager Administration as the default web
site

1542 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

a. Click Default.

ATTENTION
Nortel recommends that you click Default, reserving the
Contact Center Manager Administration server solely for
the use of Contact Center Manager Administration for
optimum performance.

To install Contact Center Manager Administration 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. To see a sample of Contact Center Manager
Administration as a virtual directory and as a default web site, see “Web
sites and virtual directories” on page 1956.
14 Click Next.
Result: The Destination Folder window appears.

Installation and Maintenance Guide 1543

Uninstalling and reinstalling the server software Standard 3.0

15 Review the default destination folder. To change the folder location, click
Change. Otherwise, click Next.
Note: When you have the Windows Server 2003 operating system, and you
are reinstalling Contact Center Manager Administration on the server, you
must reinstall it in the same directory in which it was originally installed or
errors will occur. Therefore, only change this default directory if it is to
match the custom directory in which the software was originally installed.
Result: The Ready to Install the Program window appears.

1544 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

16 Click Next.
Result: The Installing Contact Center Manager Administration window
appears.

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
Contact Center Manager Administration 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 or Remove Programs window. In this case, click Retry. If the
installation does not proceed, then click Ignore. The installation proceeds.
17 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

Installation and Maintenance Guide 1545

Uninstalling and reinstalling the server software Standard 3.0

administrative privileges and is required for proper Contact Center Manager

Administration functionality.

18 In the Old Password box, type the old password for the iceAdmin user
account.
Note: You are required to type the old password if you are reinstalling
Contact Center Manager Administration and you chose to preserve
customer data when you uninstalled the original software. If you have
forgotten or misplaced the old password, then you must manually reset it
before you can continue installing Contact Center Manager Administration.
Without halting this installation, perform steps 1 to 7 in the procedure “To
reset the iceAdmin password in Windows” on page 1922, and then return to
this step to continue the installation. Use the password that you supply
during the reset procedure as the old password in this step.
19 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see “Step 20. Change
the iceAdmin user account password (optional)” on page 214.
20 In the Confirm Password box, type the password again.
21 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want

1546 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

to export scheduled reports to a domain network PC, or if the domain

account button is disabled, proceed to step 22.

Installation and Maintenance Guide 1547

Uninstalling and reinstalling the server software Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

1548 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

22 Click OK.
Result: The system ensures that you typed the same password both times,
registers the new password, and then uninstalls the ADAM instance from
the Contact Center Manager Administration server.

23 Click Yes.
Result: Another warning window appears, notifying you that the system will
remove the ADAM configuration set from the Contact Center Manager
Administration server. A configuration set is a group of ADAM instances
that share the same configuration and schema. For example, when you
replicate Contact Center Manager Administration ADAM instances, they all
belong to the same configuration set.

24 Click Yes.
Result: The Active Directory Application Mode Removal Wizard appears
and the system uninstalls ADAM.

Installation and Maintenance Guide 1549

Uninstalling and reinstalling the server software Standard 3.0

When the system is finished uninstalling ADAM, the following window

appears:

25 Click Close.
Result: The Installing ADAM window appears while the system reinstalls
ADAM on the server.

1550 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

26 The program searches for installed components, and then installs the
required Simple Object Access Protocol (SOAP) files.
Result: After the system has installed the required SOAP components, the
ADAMSchema window appears.

27 The system installs the ADAM schema.

Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

Installation and Maintenance Guide 1551

Uninstalling and reinstalling the server software Standard 3.0

28 Click Finish to exit the setup wizard.

Result: The Contact Center Manager Administration Installer Information
dialog box appears.

29 Click Yes to restart your computer.

To reinstall Contact Center Manager Administration (using preserved

customer data)
Follow the procedure below to reinstall Contact Center Manager Administration
if you are choosing to use preserved customer data. If replication was enabled on
the first installation of ADAM, then it is still enabled after this procedure; if it
was not enabled, then there is still no replication after you perform this
procedure. You must install the same version of Contact Center Manager
Administration and the same Service Update as was previously installed on the
Contact Center Manager Administration server with the preserved customer
data.
1 Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
2 Click Start > Control Panel > Add or Remove Programs.

1552 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

3 The Add or Remove Programs window appears.

4 Click Add New Programs.

5 Click CD or Floppy to indicate that you want to install Contact Center
Manager Administration from the DVD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
6 Click Next.
Result: The Run Installation Program window appears, and D:\setup
appears by default in the Open box, where D: is the DVD-ROM drive.

Installation and Maintenance Guide 1553

Uninstalling and reinstalling the server software Standard 3.0

7 Click Next.
Result: The Contact Center Manager Administration Setup Wizard window
appears.

8 Click Next.
Result: The system prompts you to restore customer data.

9 Click Yes if you want the system to restore previously saved data. The
system uses the version of ADAM that was already installed on the Contact
Center Manager Administration server.

1554 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

10 Click Next.
Result: The Customer Information window appears.

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

information.
b. To set up access restrictions for this Contact Center Manager
Administration 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
Contact Center Manager Administration.

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 Contact Center
Manager Administration from using the Contact Center
Manager Administration server.

Only for me (<username>) indicates that you want to make sure that
only a user with your user name and password can log on to Contact
Center Manager Administration.

Installation and Maintenance Guide 1555

Uninstalling and reinstalling the server software Standard 3.0

11 Click Next.
Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Contact
Center Manager Administration on the Contact Center Manager
Administration server (without the http:// prefix) so that certain SOAP
WSDL files are installed and function properly. If the Contact Center
Manager Administration default URL is the same as the Contact Center
Manager Administration server computer name, then you can accept the
default value shown, and then click Next. If, however, the Contact Center
Manager Administration default URL is the Contact Center Manager
Administration server fully qualified host name (for example,
<computername>.<domain name>.com), then you must type this name.
If you are installing Contact Center Manager Administration 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.

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

Note: If you are using the fully qualified domain name in this window, and if
you are going to add the Contact Center Manager Administration 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 Contact Center Manager Administration server.
For details on configuring the client PC after installing Contact Center

1556 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

Manager Administration, see “To configure Internet Explorer 6.0 on the

client PC” on page 258.
Result: The Web Site Type window appears.

You can install Contact Center Manager Administration as the default web
site on the Contact Center Manager Administration server, or install it as a
virtual directory on an existing web site. For more information about how to
determine the type of web site that best suits your company’s needs, see
“Web sites and virtual directories” on page 1956.
To install Contact Center Manager Administration as the default web
site:
a. Click Default.

ATTENTION
Nortel recommends that you click Default, reserving the
Contact Center Manager Administration server solely for
the use of Contact Center Manager Administration for
optimum performance.

Installation and Maintenance Guide 1557

Uninstalling and reinstalling the server software Standard 3.0

To install Contact Center Manager Administration 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. To see a sample of Contact Center Manager
Administration as a virtual directory and as a default web site, see “Web
sites and virtual directories” on page 1956.
12 Click Next.
Result: The Destination Folder window appears.

13 Review the default destination folder. To change the folder location, click
Change. Otherwise, click Next.
Note: When you have the Windows Server 2003 operating system, and you
are reinstalling Contact Center Manager Administration on the server, you
must reinstall it in the same directory in which it was originally installed or

1558 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

errors will occur. Therefore, only change this default directory if it is to

match the custom directory in which the software was originally installed.
Result: The Ready to Install the Program window appears.

Installation and Maintenance Guide 1559

Uninstalling and reinstalling the server software Standard 3.0

14 Click Next.
Result: The Installing Contact Center Manager Administration window
appears.

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
Contact Center Manager Administration 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 or Remove Programs window. In this case, click Retry. If the
installation does not proceed, then click Ignore. The installation proceeds.
15 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

1560 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

administrative privileges and is required for proper Contact Center Manager

Administration functionality.

16 In the Old Password box, type the old password for the iceAdmin user
account.
Note: You are required to type the old password if you are reinstalling
Contact Center Manager Administration and you had chosen to preserve
customer data when you uninstalled the original software. If you have
forgotten or misplaced the old password, then you must manually reset it
before you can continue installing Contact Center Manager Administration.
Without halting this installation, perform steps 1 to 7 in “To reset the
iceAdmin password in Windows” on page 1922, and then return to this step
to continue the installation. Use the password that you supply during the
reset procedure as the old password in this step.
17 In the New Password box, type the new password for the iceAdmin user
account.
Note: After you finish installing Contact Center Manager Administration,
you can change this custom password. For details, see “Step 20. Change
the iceAdmin user account password (optional)” on page 214.
18 In the Confirm Password box, type the password again.
19 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want

Installation and Maintenance Guide 1561

Uninstalling and reinstalling the server software Standard 3.0

to export scheduled reports to a domain network PC, or if the domain

account button is disabled, proceed to step 20.

1562 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

Installation and Maintenance Guide 1563

Uninstalling and reinstalling the server software Standard 3.0

20 Click OK.
Result: The system ensures that you typed the same password both times,
registers the new password, and then it continues installing the Crystal
Reports templates. When it is finished installing the templates, the Installing
ServerSoapInstall window appears.

21 The program searches for installed components, and then installs the
required Simple Object Access Protocol (SOAP) files.
Result: After the system has installed the required SOAP components, the
ADAMSchema window appears.

1564 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

22 The system installs the ADAM schema.

Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

23 Click Finish to exit the setup wizard.

Result: The Contact Center Manager Administration Installer Information
dialog box appears.

24 Click Yes to restart your computer.

Installation and Maintenance Guide 1565

Uninstalling and reinstalling the server software Standard 3.0

1566 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

Section B: Uninstalling Agent Desktop

Displays

In this section
Uninstalling Agent Desktop Displays 1568

Installation and Maintenance Guide 1567

Uninstalling and reinstalling the server software Standard 3.0

Uninstalling Agent Desktop Displays

To uninstall Agent Desktop Displays

CAUTION

Risk of loss of data

If you originally installed Agent Desktop Displays 4.5 or earlier
.

and upgraded to Agent Desktop Displays 6.0, you lose the

contents of the folder, <install directory>:\Program Files\Nortel
when you uninstall Agent Desktop Displays.
Other Nortel products use the folder <install directory>:\Program
Files\Nortel as the default installation destination. Therefore, if
you originally installed Agent Desktop Displays 4.5 or earlier,
Nortel recommends that you back up the contents of <install
directory>:\Program Files\Nortel, with the exception of the Agent
Desktop Displays sub folder, before uninstalling Agent Desktop
Displays 4.5 or earlier.

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

Result: The Add or Remove Programs window appears.
2 If you see Upgrading Agent Desktop Displays Client in the list of
currently installed programs, proceed to step 3.
or
If you do not see Upgrading Agent Desktop Displays Client in the list of
currently installed programs, proceed to step 6.
3 Select Upgrading Agent Desktop Displays client from the list of currently
installed programs.
4 Click Remove.
Result: The Add or Remove Programs dialog box appears, asking you if
you are sure that you want to remove the Agent Desktop Displays upgrade
file from your computer.

1568 Nortel Contact Center Manager Administration

May 2006 Uninstalling and reinstalling the server software

5 Click Yes.
Result: The system removes the Agent Desktop Displays upgrade file from
your computer.
6 In the Add or Remove Programs window, select Agent Desktop
Displays from the list of currently installed programs.
7 Click Remove.
Result: The Add or Remove Programs dialog box appears, asking you if
you are sure that you want to remove Agent Desktop Displays from your
computer.
8 Click Yes.
Result: The system removes Agent Desktop Displays from your computer.

Note: If you uninstalled Agent Desktop Displays 4.5 or earlier, you must restore
the contents of the backup file you created of the folder <install
directory>:\Program Files\Nortel.

Installation and Maintenance Guide 1569

Uninstalling and reinstalling the server software Standard 3.0

1570 Nortel Contact Center Manager Administration

Chapter 13

Applying Service Updates, Service

Update Supplements, and Designer
Patches

In this chapter
Overview 1572
Using the Patch Viewer Utility 1574
Applying an SU, SUS, or DP 1577
Uninstalling an SU, SUS, or DP 1584

Installation and Maintenance Guide 1571

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

Overview

Introduction
You can upgrade your Contact Center Manager Administration software when
new Service Updates (SU) become available. When you upgrade to a newer
version of the software, check the Contact Center Manager Server
Supplementary CD for new Service Updates. Nortel also recommends that you
check the web site www.nortel.com/espl to see if further updates were posted
following the release of the Supplementary CD.

To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

In addition to Service Updates, Nortel issues Service Update Supplements

(SUS) and Designer Patches (DP) for high-impact issues that affect the Contact
Center 6.0 software and are required before the next SU or SUS is released.

You can use the procedures in this chapter to install an SU, and SUS, or a DP on
the Contact Center Manager Administration server. The system upgrades only
those components that were already installed on the Contact Center Manager
Administration server.

Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP).
„ Service Updates (SUs) are major updates to software releases. They
include new features as well as major changes and fixes to the software.
Service Updates also include all relevant SUS and DPs that were issued
since the release of the last SU. Service Updates are numbered sequentially
in the format CCMA_6.0_SU_01, CCMA_6.0_SU_02, and so on. Service
Updates for Contact Center 6.0 are faster to download and install than the
Service Updates for previous releases because they do not include the entire
application, but only the changed or updated portions of the software.
„ Service Update Supplements (SUS) are fixes for Service Updates that are
required for all customers. SUS are much faster and easier to download

1572 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

and install than Service Updates. SUS are numbered sequentially in the
format CCMA_6.0_SUS_0101, CCMA_6.0_SUS_0102, and so on. You
can install an SUS only if its corresponding Service Update is already
installed. For example, if SU01 is installed, then you can install
CCMA_6.0_SUS_0101 and CCMA_6.0_SUS_0102.
„ Designer Patches (DP) are critical patches that are released to a limited
number of customers to address specific customer issues. DP are numbered
sequentially in the format CCMA_6.0_DP_010101,
CCMA_6.0_DP_010102, and so on. A DP is usually posted to a secure a
location and installed on the recommendation of a Nortel support
technician.

Note: The numbers of the Service Updates, Service Update Supplements, and
Designer Patches shown in the previous bullets are listed as examples only.

Installation order for Service Updates and Service Update

Supplements
Every Service Update (SU) contains all the fixes included in previously released
SU and SUS. Therefore, you do not need to sequentially install all Service
Updates that are released.

For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, SUS0102 in the SU02 release.

Note: Designer Patches (DP) address critical issues for specific customers. A
DP is usually posted to a secure location and installed on the recommendation of
a Nortel support technician.

Installation and Maintenance Guide 1573

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

Using the Patch Viewer Utility

About the Patch Viewer utility

Before you install a new Service Update, Service Update Supplement, or
Designer Patch, you can verify the SU, SUS, and DP that are currently installed
on the server by using the Patch Viewer utility. This utility can help you save
time by avoiding the downloading of patches that are already installed on the
server.

In addition to listing the current patch version, you can also use the utility to
„ view the readme files associated with each patch
„ uninstall one or all of the current patches

Note: If you choose to uninstall all patches, the system removes them in the
order last on, first off. If you choose to remove a single patch, you can only
remove the last one applied; you cannot remove a patch and leave a subsequent
patch intact.

1574 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

To launch the Patch Viewer utility

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Patch Viewer.
Result: The Patch Viewer utility appears, listing all the currently applied
patches.

Viewing details of the contents of each patch

To view details of the contents of each patch, select the patch, and then click
Read Me. A readme text file appears, listing details of the patch. You can also
double-click the patch to launch the readme file.

The viewer also lists the status of the patches that have been applied. While the
status for patches is usually Active, sometimes the status Inactive, requires
reboot appears. This can appear if you have installed a patch on a coresident
server and you have chosen not to restart the server at the end of the patch
installation. In this case, you must restart the server to enable the patch.

Tip: You can also view the list of currently installed patches by connecting to
the Contact Center Manager Administration server and launching Contact
Center Manager Administration on any client PC (or on the Contact Center
Manager Administration server if it is used as a client PC).

Installation and Maintenance Guide 1575

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

On the login window, click About Contact Center Manager Administration.

The following window appears, listing the currently installed patches (if any):

Uninstalling patches
To uninstall the last patch applied, click Uninstall Last. The system removes the
last patch you applied.

To uninstall all patches listed, including the Service Update, click Uninstall All.
A message box asks you to confirm your choice, and then the system uninstalls
all patches in the order last on, first off.

Note: To successfully uninstall a patch, you must be logged on to the server

under the same Administrator account profile with which you were logged on
when you installed the patch. If you have multiple Administrator accounts, you
must ensure that you always use the same account profile to install or uninstall
Service Updates, Service Update Supplements, and Designer Patches on the
server. If you install an update with one account profile, and then try to install
the next update or uninstall the current patch while logged on as a different
account profile, the installation or uninstallation will fail.

1576 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

Applying an SU, SUS, or DP

ATTENTION „ When you install the latest Service Update, take

note of the Administrator account with which
you are currently logged on to the server. If you
have multiple Administrator accounts, you
must ensure that you always use the same
account to install or uninstall Service Updates,
Service Update Supplements, and Designer
Patches on the server. If you install an update
with one account, and then try to install the next
update or uninstall the current patch while
logged on as a different account, the installation
or uninstallation fails.
„ Installation of SU02 and SUS0201 fails if the
ServerSoapName key in the registry is greater
than 24 characters. In this scenario, the License
Manager Service will not start and the Service
Update installation will fail. The
ServerSoapName value exceeds 24 characters
when your site references the Contact Center
Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL
of more than 24 characters in the SOAP
Configuration Parameters window during the
Contact Center Manager Administration
installation. For information about
troubleshooting this issue, refer to “Installation
of SU02 or SUS0201 fails because License
Manager Service does not start,” on page 1823.

Notes:
„ You must be logged on to the Contact Center Manager Administration
server as an administrator or as a user with administrator privileges before
you can perform the following procedure.

Installation and Maintenance Guide 1577

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

„ Before installing the Service Update or Service Update Supplement, Nortel

recommends that you verify the patch level currently installed on the server
by launching the Patch Viewer utility. On the server, click Start > All
Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
„ To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for
example, WinZip).

To apply the latest Service Update or Service Update Supplement

1 Log on to the application server using the Administrator account.
Note: If you have multiple Administrator accounts, you must take note of
the Administrator account used here for future reference. You must always
use the same Administrator account to install or uninstall the Contact
Center Manager Administration software, Service Updates, Service Update
Supplements, or designer fixes and patches.
2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
you go to the web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements that may have been issued since the
release of the DVD.
Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.
3 Download the latest Service Update and save it on the Contact Center
Manager Administration server. Service Updates are packaged as .zip files.
4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.
5 Extract the contents of the .zip file to the location of your choice.

1578 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

6 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you are installing. A message box asks if
you want to read the readme file.

7 Click Yes to read the file, or No to proceed directly with the installation.
Notes:
„ The readme file can contain important information about the update that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
„ If you are attempting to install an older version of a Service Update or
Service Update Supplement than that which is currently installed on the
server, the installation is halted and a notification window appears. Click
Cancel to exit the installation. If you require the older Service Update,
then you must manually uninstall the newer patch, and then run the
installation for the older patch again. For details on uninstalling patches,
see “Uninstalling an SU, SUS, or DP,” on page 1584.

Installation and Maintenance Guide 1579

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

8 Click Next.
Result: The Ready to Install window appears.

Notes:
„ If you are installing a new Service Update on a server that contains an
existing Service Update and perhaps some Service Update
Supplements, the system removes these patches before installing the
new one. The Installed patches found window appears, listing the
current installed patches.
„ Click Next to remove the patches. When the system has finished
removing the patches, the installation of the new patch proceeds. See
step 9.
„ The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

1580 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

9 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.

Note: Based on the contents of the patch, sometimes the system

automatically starts and stops services to replace selected files.
Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.
11 Repeat steps 6-11 to install other Service Update Supplements that
correspond to the latest Service Update.
12 After all the latest SU and SUS are installed, close all windows and restart
the server.

Installation and Maintenance Guide 1581

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

To apply a Designer Patch

A Designer Patch (DP) is a critical patch that is released to a limited number of
customers to address specific customer issues. A DP is usually posted to a
secure location and installed on the recommendation of a Nortel support
technician.
1 On the Contact Center Manager Administration server, create a folder
named CCMA_6.0_DP_<DP number> (where <DP number> corresponds
to the version number of the Designer Patch being installed.
2 Download the Designer Patch and save it on the Contact Center Manager
Administration server. Designer Patches are packaged as .zip files.
3 Extract the contents of the .zip file to the CCMA_6.0_DP_<DP number>
folder.
4 Double-click the Designer Patch .msi to start the installation.
Result: The welcome window appears, listing the Designer Patch that you
are installing. A message box asks if you want to read the readme file.

1582 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

5 Click Yes to read the file.

Notes:
„ The readme file can contain important information about the patch that
you are installing, such as a list of dependent patches, any pre- or
postinstallation tasks that you may have to perform, or the need to stop
any services manually. Nortel recommends that you read the file before
installing the patch.
6 Click Next.
Result: The Ready to Install window appears.
Note: The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in the
window, and then click Retry to continue with the upgrade.
7 Click Install.
Result: The Installing window appears, showing you the progress of the
installation. When the system finishes installing the patch, the completed
window appears
Note: Based on the contents of the patch, sometimes the system
automatically starts and stops services to replace selected files.
8 Click Finish.
Result: The patch installation is now complete.
Note: In some cases, the system may notify you that you must restart the
Contact Center Manager Administration server for the update to take effect.
Click Yes to restart the server.

Installation and Maintenance Guide 1583

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

Uninstalling an SU, SUS, or DP

Introduction
If you have multiple Administrator accounts, you must ensure that you always
use the same account to install or uninstall Service Updates, Service Update
Supplements, and Designer Patches on the server. If you install an update with
one account and then try to install the next update or uninstall the current patch
while logged on as a different account, the installation or uninstallation fails.

Uninstalling Service Updates, Service Update Supplements, and

Designer Patches
If the server has multiple patches applied (for example, a Service Update and
one or more Service Update Supplements or Designer Patches), you have two
choices when uninstalling them:
„ You can uninstall only the most recently installed patch.

or
„ You can uninstall all Designer Patches, Service Update Supplements, and
Service Updates at the same time.

Notes:
„ To successfully uninstall a patch, you must be logged on to the server under
the same Administrator account profile with which you were logged on
when you installed the patch. If you have multiple Administrator accounts,
you must ensure that you always use the same account profile to install or
uninstall Service Updates, Service Update Supplements, and any designer
fixes or patches on the server. If you install an update with one account,
profile and then try to install the next update or uninstall the current patch
while logged on as a different account profile, the installation or
uninstallation will fail.
„ You cannot uninstall a previous Service Update Supplement or Designer
Patch and leave a later one installed. You must uninstall the last patch that
you applied, followed by the preceding patch (if you want to uninstall more
than one patch). For example, if the server has CCMA_6.0_SUS_0101 and

1584 Nortel Contact Center Manager Administration

May 2006 Applying Service Updates, Service Update Supplements, and Designer Patches

CCMA_6.0_SUS_0102 installed, you must first uninstall SUS_0102 and

then uninstall SUS_0101.

To uninstall a Service Update, Service Update Supplement, or

Designer Patch
1 On the server, click Click Start > All Programs > Nortel Contact Center >
Manager Administration > Patch Viewer.
Result: The Patch Viewer utility appears, listing all the currently applied
patches.
2 Based on the current state of the server, you have two choices:
„ To uninstall only the last patch applied, click Uninstall Last. The system
removes the last patch you applied.
„ To uninstall all patches listed, including the Service Update, click
Uninstall All. A message box asks you to confirm your choice, and then
the system uninstalls all patches in the order last on, first off.
Result: The system removes all patches and notifies you if you need to
restart the server. Click Refresh in the Patch Viewer utility window to view
the updated list of patches.
Note: You can also uninstall patches one at a time by using the Windows
Add or Remove Programs utility.

Installation and Maintenance Guide 1585

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 3.0

1586 Nortel Contact Center Manager Administration

Chapter 14

Changing passwords, names, IP

addresses

In this chapter
Overview 1588
iceAdmin password changes 1589
Changing the computer name of the CCMA server 1596
Changing the computer name of the Contact Center Manager Server 1624
Changing the IP address of the CCMA server 1637
Changing the IP address of the Contact Center Manager Server 1641

Installation and Maintenance Guide 1587

Changing passwords, names, IP addresses Standard 3.0

Overview

This chapter documents procedures for changing passwords, computer names,

and IP addresses on the Contact Center Manager Administration server and the
Contact Center Manager Server.

1588 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

iceAdmin password changes

Have you forgotten the iceAdmin password?

If you have forgotten or misplaced the iceAdmin password, you can use the
procedure in this section to reset it.

Note: You can also use the first part of this procedure (steps 1 to 7) if you have
forgotten or misplaced the password and you are upgrading from Contact Center
Manager Administration to a later release. During the upgrade process, the
system asks you to type the old iceAdmin password. At this point in the
installation—and without halting the installation process—you can perform
steps 1 to 7 listed below, and then return directly to the upgrade installation,
typing the iceAdmin password that you supply in step 6 below as the old
iceAdmin password in the upgrade installation.

Manually resetting the password involves the following two main steps:
1. You must reset the password in Windows.
2. You must reset the password by using the iceAdmin Password Change
utility that is provided with Contact Center Manager Administration.

To reset the iceAdmin password in Windows

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.
1 On the Contact Center Manager Administration server, click Click Start >
Administrative Tools > Computer Management.
Result: The Computer Management window appears.

Installation and Maintenance Guide 1589

Changing passwords, names, IP addresses Standard 3.0

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

1590 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

3 Click the Users folder.

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

4 Locate and right-click the iceAdmin user.

5 From the menu, select Set Password.
Result: The Set Password window appears.
6 In the boxes provided, type the new password and confirm the password.
7 Click OK.
8 Close all windows to save your changes. Continue with the following steps
to change the password using the iceAdmin Password Change Utility.

Installation and Maintenance Guide 1591

Changing passwords, names, IP addresses Standard 3.0

To change the password using the iceAdmin Password Change

Utility
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

1592 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change window appears.

4 In the Old Password box, type the same password that you used in step 6.
5 In the New Password box, type a new password for the iceAdmin user
account.
6 In the Confirm Password box, type the new password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

Installation and Maintenance Guide 1593

Changing passwords, names, IP addresses Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.

1594 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

8 Click OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components. You can
now return to the procedure for upgrading Contact Center Manager
Administration.

Installation and Maintenance Guide 1595

Changing passwords, names, IP addresses Standard 3.0

Changing the computer name of the CCMA

server

Introduction
If you change the computer name of the Contact Center Manager Administration
server, you must perform a number of postchange procedures to successfully
connect to a Contact Center Manager Administration server with a new name.
The procedures for changing the computer name vary based on whether the
server is coresident with Contact Center Manager Server or standalone.

If your Contact Center Manager Administration server is standalone, follow the

procedure “To change the computer name of Contact Center Manager
Administration on a standalone server,” on page 1596.

To change the computer name of Contact Center Manager

Administration on a standalone server

ATTENTION
If you are changing the computer name of Contact Center
Manager Administration on a coresident server, follow the
procedure in “To change the computer name of Contact
Center Manager Administration on a coresident server,” on
page 1608.

If you change the computer name of a standalone Contact Center Manager

Administration server after you install the Contact Center Manager
Administration software, you must perform the following sequence of
procedures to reset the name so that the Contact Center Manager Server and the
Contact Center Manager Administration function properly.

To change the computer name of the Contact Center Manager

Administration server in Windows
1 Choose a new computer name according to the following guidelines:
„ The computer name can be a unique name of 6-12 uppercase
characters (A through Z), and any of the ten digits 0 through 9.

1596 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

„ First character must be alphabetical

„ No other characters are allowed. For example, the name cannot include
any underscores (_).
„ Hyphens (-) are only permitted in the computer name of standalone
systems. If you are installing a coresident system (that is, Contact
Center Manager Administration and Contact Center Manager Server)
you cannot use hyphens in the computer name.
„ The name cannot be the same as any other computer or domain name
in the network.
2 On the Contact Center Manager Administration server, select Start >
Control Panel > System.
3 Click the Computer Name tab.
4 Click Change.
5 Enter the new computer name.
6 Click OK.
Result: The system prompts you to restart the server.
7 Click Yes.
Result: The server restarts.
8 Run the Contact Center Manager Administration ChangeSOAPSrv utility to
reset the SOAP files to reflect the new computer name. For details, see “To
run the ChangeSOAPSrv utility,” on page 1598.

Installation and Maintenance Guide 1597

Changing passwords, names, IP addresses Standard 3.0

To run the ChangeSOAPSrv utility

When you change the computer name, 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.
1 Launch the Configuration component on the Contact Center Manager
Administration server.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, make note of the path that appears in the
message. If you have already closed the message, you can make it
reappear by launching the same Contact Center Manager Administration
component again (for example, Configuration).
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact
Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).
Result: The component will open with no error messages.
7 Reset the IUSR_SWC account to reflect the new computer name. For
details, see “To reset the IUSR_SWC account to reflect a new computer
name,” on page 1599.

1598 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

Installation and Maintenance Guide 1599

Changing passwords, names, IP addresses Standard 3.0

7 Click Browse.
Result: The Select User window appears.

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

1600 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

9 Click Find Now.

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

Installation and Maintenance Guide 1601

Changing passwords, names, IP addresses Standard 3.0

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

1602 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

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.
16 Reset the iceAdmin password by running the iceAdmin PasswordChange
utility. For details, see “To reset the iceAdmin password after a CCMA
server name change,” on page 1603.

To reset the iceAdmin password after a CCMA server name change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1603

Changing passwords, names, IP addresses Standard 3.0

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

1604 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both times,
and then resets the password in all required components.

Installation and Maintenance Guide 1605

Changing passwords, names, IP addresses Standard 3.0

9 Update your HOSTS table to reflect the new name of the Contact Center
Manager Administration server in order that your Contact Center Manager
Administration functions correctly. For details, see “To update the HOSTS
table,” on page 1606.

To update the HOSTS table

ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information on HOSTS in the supporting
documentation for Microsoft Windows Server 2003.

1 Browse to the sample HOSTS tables are provided with the Windows Server
2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc

1606 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

2 Double-click the HOSTS file and open the file with a text editor (for example
Notepad) to modify the host tables.

ATTENTION
You do not have to use host tables for name resolution if
the names of the servers in Contact Center Manager
Server and the NCC server names are registered on a
DNS server.

Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
hosts table is provided below as a guideline, but is not intended to indicate
exactly how the hosts tables should be configured on the Contact Center
Manager Administration server.

3 At the end of the file, type the IP address and computer name of
„ each Contact Center Manager Server
„ each Network Control Center Server (NCCs)
Note: Separate the two values by using the space or the tab key. HOSTS
tables are case-sensitive.

Installation and Maintenance Guide 1607

Changing passwords, names, IP addresses Standard 3.0

4 Click File > Save to save your changes.

Note: After you edit and save the file, the system automatically reads your
new settings. If you are editing the sample HOSTS file, save the file without
an extension so that the system recognizes your changes.
5 Close all windows to complete the procedure.
6 Update all Contact Center Manager Administration client PCs and shared
folders for exporting scheduled reports. For details, see “To update Contact
Center Manager Administration client PCs and shared folders for exporting
scheduled reports with new computer name,” on page 1608.

To update Contact Center Manager Administration client PCs and

shared folders for exporting scheduled reports with new computer
name
1 Update all Contact Center Manager Administration client PCs to reference
the new Contact Center Manager Administration computer name.
2 If you have created a shared folder for exporting scheduled report export
files on the Contact Center Manager Administration server, when you
change the Contact Center Manager Administration computer name you
must update the new name of the server for all scheduled jobs. For details
about updating the computer name for scheduled jobs, see “Creating a
shared folder for exporting scheduled reports,” on page 178.

To change the computer name of Contact Center Manager

Administration on a coresident server

ATTENTION
If you are changing the computer name of Contact Center
Manager Administration on a standalone server, follow the
procedure in “To change the computer name of Contact
Center Manager Administration on a standalone server,” on
page 1596.

On a coresident server, after you change the computer name, you must perform a
number of procedures to reset the name so that Contact Center Manager Server
and Contact Center Manager Administration function properly.

1608 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

To change the computer name of the Contact Center Manager

Administration server in Windows
1 Choose a computer name according to the following guidelines:
„ The computer name can be a unique name of 6-12 uppercase
characters (A through Z), and any of the ten digits 0 through 9.
„ First character must be alphabetical
„ No other characters are allowed. For example, the name cannot include
any underscores (_).
„ Hyphens (-) are not permitted in the computer name of coresident
systems (that is, Contact Center Manager Administration and Contact
Center Manager Server).
„ The name cannot be the same as any other computer or domain name
in the network.
2 On the Contact Center Manager Administration server, select Start >
Control Panel > System.
3 Click the Computer Name tab.
4 Click Change.
5 Enter the new computer name.
6 Click OK.
Result: The system prompts you to restart the server.
7 Click Yes.
Result: The server restarts.
8 Update the computer name of the Contact Center Manager Server on the
Contact Center Manager Administration server. For details, see “To update
the computer name of the Contact Center Manager Server on the Contact
Center Manager Administration server,” on page 1609.

To update the computer name of the Contact Center Manager Server on

the Contact Center Manager Administration server

1 Log on to the Contact Center Manager Administration server as webadmin

user.
2 Open the Configuration component

Installation and Maintenance Guide 1609

Changing passwords, names, IP addresses Standard 3.0

3 In the left pane, right-click the name of the server that has had its network
settings altered.
4 Click Edit Properties. This will enable the text fields for the server’s name,
IP address, log on ID and password.
5 Enter the new details and click Submit.
6 Run the Contact Center Manager Server Computer Name Sync utility. For
details, see “To run the Computer Name Sync Utility,” on page 1610.

To run the Computer Name Sync Utility

1 Log on to the Contact Center Manager Server as Administrator.
2 From the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Computer Name Sync.
Result: The Contact Center Manager Server Computer Name
Synchronization Utility window appears.

3 Click OK.

1610 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

Result: The utility compares the computer name with the database server
name. If the names do not match, then the following message appears.

4 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the computer name with the database server name.
When the process is finished, the following message appears.

5 Click OK.
Result: The following window appears.

6 Click OK.
7 Restart the server.

Installation and Maintenance Guide 1611

Changing passwords, names, IP addresses Standard 3.0

8 Run the Contact Center Manager Administration ChangeSOAPSrv utility to

reset the SOAP files to reflect the new computer name. For details, see “To
run the ChangeSOAPSrv utility” on page 1613.

1612 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

To run the ChangeSOAPSrv utility

When you change the computer name, 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.
1 Launch the Configuration component on the Contact Center Manager
Administration server.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, make note of the path that appears in the
message. If you have already closed the message, you can make it
reappear by launching the same Contact Center Manager Administration
component again (for example, Configuration).
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact
Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).
Result: The component will open with no error messages.
7 Reset the IUSR_SWC account to reflect the new computer name. For
details, see “To reset the IUSR_SWC account to reflect a new computer
name,” on page 1614.

Installation and Maintenance Guide 1613

Changing passwords, names, IP addresses Standard 3.0

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1614 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

7 Click Browse.
Result: The Select User window appears.

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

Installation and Maintenance Guide 1615

Changing passwords, names, IP addresses Standard 3.0

9 Click Find Now.

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

1616 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

Installation and Maintenance Guide 1617

Changing passwords, names, IP addresses Standard 3.0

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.
16 Reset the iceAdmin password by running the iceAdmin PasswordChange
utility. For details, see “To reset the iceAdmin password after a CCMA
server name change,” on page 1618.

To reset the iceAdmin password after a CCMA server name change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

1618 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

Installation and Maintenance Guide 1619

Changing passwords, names, IP addresses Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both times,
and then resets the password in all required components.

1620 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

9 Update your HOSTS table to reflect the new name of the Contact Center
Manager Administration server in order that your Contact Center Manager
Administration functions correctly. For details, see “To update the HOSTS
table,” on page 1621.

To update the HOSTS table

ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information on HOSTS in the supporting
documentation for Microsoft Windows Server 2003.

1 Browse to the sample HOSTS tables are provided with the Windows Server
2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc

Installation and Maintenance Guide 1621

Changing passwords, names, IP addresses Standard 3.0

2 Double-click the HOSTS file and open the file with a text editor (for example
Notepad) to modify the host tables.

ATTENTION
You do not have to use host tables for name resolution if
the names of the servers in Contact Center Manager
Server and the NCC server names are registered on a
DNS server.

Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
hosts table is provided below as a guideline, but is not intended to indicate
exactly how the hosts tables should be configured on the Contact Center
Manager Administration server.

3 At the end of the file, type the IP address and computer name of
„ each Contact Center Manager Server
„ each Network Control Center Server (NCCs)
Note: Separate the two values by using the space or the tab key. HOSTS
tables are case-sensitive.

1622 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

4 Click File > Save to save your changes.

Note: After you edit and save the file, the system automatically reads your
new settings. If you are editing the sample HOSTS file, save the file without
an extension so that the system recognizes your changes.
5 Close all windows.
6 Update all Contact Center Manager Administration client PCs and shared
folders for exporting scheduled reports. For details, see “To update Contact
Center Manager Administration client PCs and shared folders for exporting
scheduled reports with new computer name,” on page 1623.

To update Contact Center Manager Administration client PCs and

shared folders for exporting scheduled reports with new computer
name
1 Update all Contact Center Manager Administration client PCs to reference
the new Contact Center Manager Administration computer name.
2 If you have created a shared folder for exporting scheduled report export
files on the Contact Center Manager Administration server, when you
change the Contact Center Manager Administration computer name you
must update the new name of the server for all scheduled jobs. For details
about updating the computer name for scheduled jobs, see “Creating a
shared folder for exporting scheduled reports,” on page 178.

Installation and Maintenance Guide 1623

Changing passwords, names, IP addresses Standard 3.0

Changing the computer name of the Contact

Center Manager Server

Introduction
If you have changed the computer name of the Contact Center Manager Server
or if you have switched to a standby Contact Center Manager Server with a new
name, you need to change the name of the Contact Center Manager Server on
the Contact Center Manager Administration server.
A new feature in Contact Center Manager Administration 6.0 enables Contact
Center Manager Administration server to be easily reconfigured to connect to a
secondary Contact Center Manager Server (different computer name/IP
address). This allows Contact Center Manager Administration to continue to
communicate with a new standby Contact Center Manager Server; that is,
retrieve all the data stored in the application server for that server even though it
now has a different name.
To change the computer name of the Contact Center Manager Server you must
change the computer name in Contact Center Manager Server and then perform
subsequent tasks in Contact Center Manager Administration to update the
Contact Center Manager Server computer name in Contact Center Manager
Administration.
The procedures for changing the computer name vary based on whether the
server is coresident with Contact Center Manager Administration or standalone.

If your Contact Center Manager Server server is standalone, follow the

procedure “To change the computer name of Contact Center Manager Server on
a standalone server,” on page 1625.

If your Contact Center Manager Server is coresident with Contact Center

Manager Administration, follow the procedure “To change the computer name
of Contact Center Manager Server on a coresident server,” on page 1628.

1624 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

To change the computer name of Contact Center Manager Server on a

standalone server

ATTENTION
If you are changing the computer name of a Contact Center
Manager Server that is coresident with Contact Center
Manager Administration, follow the procedure “To change
the computer name of Contact Center Manager Server on a
coresident server,” on page 1628.

To change the computer name of Contact Center Manager Server on a

standalone server, you must first change the name on the operating system, and
then use the Computer Name Sync utility to synchronize the new computer
name with the Contact Center Manager Server name.

To change the computer name of the Contact Center Manager

Server in Windows
1 On the Contact Center Manager Server, select Start > Control Panel >
System.
2 Click the Computer Name tab.
3 Click Change.
4 Enter the new computer name.
5 Click OK.
Result: The system prompts you to restart the server.
6 Click Yes.
Result: The server restarts.
7 Run the Computer Name Sync Utility. For details, see “To run the
Computer Name Sync Utility,” on page 1625.

To run the Computer Name Sync Utility

8 Log on to the Contact Center Manager Server as Administrator.
9 From the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Computer Name Sync.

Installation and Maintenance Guide 1625

Changing passwords, names, IP addresses Standard 3.0

Result: The Contact Center Manager Server Computer Name

Synchronization Utility window appears.

10 Click OK.
Result: The utility compares the computer name with the database server
name. If the names do not match, then the following message appears.

11 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the computer name with the database server name.
When the process is finished, the following message appears.

12 Click OK.

1626 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

Result: The following window appears.

13 Click OK.
14 Restart the server.
15 Update the computer name of the Contact Center Manager Server in
Contact Center Manager Administration. For details, see “To update the
computer name of the Contact Center Manager Server on the Contact
Center Manager Administration server,” on page 1627.

To update the computer name of the Contact Center Manager Server on

the Contact Center Manager Administration server
1 Log on to the Contact Center Manager Administration server as webadmin
user.
2 Open the Configuration component
3 In the left pane, right-click the name of the server that has had its network
settings altered.
4 Click Edit Properties. This will enable the text fields for the server’s name,
IP address, log on ID and password.
5 Enter the new details and click Submit.

Installation and Maintenance Guide 1627

Changing passwords, names, IP addresses Standard 3.0

To change the computer name of Contact Center Manager Server on a

coresident server

ATTENTION
If you are changing the computer name of a standalone
Contact Center Manager Server, follow the procedure “To
change the computer name of Contact Center Manager Server
on a standalone server,” on page 1625.

To change the computer name of Contact Center Manager Server on a coresident

server, you must change the name on the operating system, use the Computer
Name Sync utility to synchronize the new computer name with the Contact
Center Manager Server name.

To change the computer name of the Contact Center Manager

Server in Windows
1 On the Contact Center Manager Server, select Start > Control Panel >
System.
2 Click the Computer Name tab.
3 Click Change.
4 Enter the new computer name.
5 Click OK.
Result: The system prompts you to restart the server.
6 Click Yes.
Result: The server restarts.
7 Run the Computer Name Sync Utility. For details, see “To run the
Computer Name Sync Utility,” on page 1625.

To run the Computer Name Sync Utility

8 Log on to the Contact Center Manager Server as Administrator.
9 From the Windows Start menu, choose All Programs > Nortel Contact
Center > Manager Server > Computer Name Sync.

1628 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

Result: The Contact Center Manager Server Computer Name

Synchronization Utility window appears.

10 Click OK.
Result: The utility compares the computer name with the database server
name. If the names do not match, then the following message appears.

11 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the computer name with the database server name.
When the process is finished, the following message appears.

12 Click OK.

Installation and Maintenance Guide 1629

Changing passwords, names, IP addresses Standard 3.0

Result: The following window appears.

13 Click OK.
14 Restart the server.
15 Run the ChangeSOAPSrv utility. For details, see “To run the
ChangeSOAPSrv utility,” on page 1631.

1630 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

To run the ChangeSOAPSrv utility

When you change the computer name, 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.
1 Launch the Configuration component on the Contact Center Manager
Administration server.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, make note of the path that appears in the
message. If you have already closed the message, you can make it
reappear by launching the same Contact Center Manager Administration
component again (for example, Configuration).
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact
Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).
Result: The component will open with no error messages.
7 Reset the IUSR_SWC account to reflect the new computer name. For
details, see “To reset the IUSR_SWC account to reflect a new computer
name,” on page 1632.

Installation and Maintenance Guide 1631

Changing passwords, names, IP addresses Standard 3.0

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.

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

Result: The Authentication Methods window appears.

1632 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

7 Click Browse.
Result: The Select User window appears.

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

Installation and Maintenance Guide 1633

Changing passwords, names, IP addresses Standard 3.0

9 Click Find Now.

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

1634 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

Installation and Maintenance Guide 1635

Changing passwords, names, IP addresses Standard 3.0

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.
16 Update the computer name of the Contact Center Manager Server in
Contact Center Manager Administration. For details, see “To update the
computer name of the Contact Center Manager Server on the Contact
Center Manager Administration server,” on page 1636.

To update the computer name of the Contact Center Manager Server on

the Contact Center Manager Administration server
1 Log on to the Contact Center Manager Administration server as webadmin
user.
2 Open the Configuration component
3 In the left pane, right-click the name of the server that has had its network
settings altered.
4 Click Edit Properties. This will enable the text fields for the server’s name,
IP address, log on ID and password.
5 Enter the new details and click Submit.

1636 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

Changing the IP address of the CCMA server

Introduction
Contact Center Manager Administration will function correctly after an IP
address change on the Contact Center Manager Administration server. However,
you must be aware of the following restrictions:
„ You must update your Domain Name Server (DNS) or HOSTS table to
reflect the new IP address of the Contact Center Manager Administration
server for your Contact Center Manager Administration to function
correctly.
„ You must reboot the Contact Center Manager Administration server after
you change the Contact Center Manager Administration server IP address.
„ If you scheduled a historical report output file with the Contact Center
Manager Administration server IP address in the path instead of the Contact
Center Manager Administration server name, then you must manually edit
the IP address in the path to generate output files after changing Contact
Center Manager Administration server IP address.

To change the IP address on the Contact Center Manager

Administration server
Note: Perform a backup of the Contact Center Manager Administration server
before changing its IP address. For details about backing up the Contact Center
Manager Administration server, see Chapter 15, “Resiliency (backup, restore,
and disaster recovery).”
1 On the server, click Start > All Programs > Accessories >
Communications > Network & Dial up Connections.
2 Right-click Local Area Connection and select Properties from the menu.
3 Under the General tab, select Internet Protocol and select Properties.
4 Type new IP address in the IP address field.
5 Click OK.
6 Click OK on the Local Area Connection Properties window.

Installation and Maintenance Guide 1637

Changing passwords, names, IP addresses Standard 3.0

7 Restart the Contact Center Manager Administration server.

8 Update your Domain Name Server (DNS) or HOSTS table to reflect the
new IP address of the Contact Center Manager Administration server in
order that your Contact Center Manager Administration server functions
correctly.
a. On the Contact Center Manager Administration server, browse to the
sample HOSTS tables are provided with the Windows Server 2003
installation in the following directory:
<x>:\Windows\system32\drivers\etc

1638 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

b. Double-click the HOSTS file and open the file with a text editor (for
example Notepad) to modify the host tables.

ATTENTION
You do not have to use host tables for name resolution if
the names of the servers in Contact Center Manager
Server and the NCC server names are registered on a
DNS server.

Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A
sample hosts table is provided below as a guideline, but is not intended
to indicate exactly how the hosts tables should be configured on the
Contact Center Manager Administration server.

c. At the end of the file, type the IP address and computer name of
- each Contact Center Manager Server
- each Network Control Center Server (NCCs)
Note: Separate the two values by using the space or the tab key.
HOSTS tables are case-sensitive.

Installation and Maintenance Guide 1639

Changing passwords, names, IP addresses Standard 3.0

d. Click File > Save to save your changes.

Note: After you edit and save the file, the system automatically reads
your new settings. If you are editing the sample HOSTS file, save the
file without an extension so that the system recognizes your changes.
e. Close all windows.
9 If you have any scheduled historical reports output files with the Contact
Center Manager Administration server IP address in the path instead of the
Contact Center Manager Administration server name, you must edit the IP
address in the path manually to generate historical reports output files to
the new Contact Center Manager Administration server IP address. For
details, see “Creating a shared folder for exporting scheduled reports,” on
page 178.

1640 Contact Center Manager Administration

May 2006 Changing passwords, names, IP addresses

Changing the IP address of the Contact Center

Manager Server

Introduction
If you change the IP address of a server in Contact Center Manager Server, it
impacts other applications that connect to the server, such as Contact Center
Manager Administration. Therefore, when you change the IP address, you must
update the IP address of he Contact Center Manager Server in Contact Center
Manager Administration.

To change the Nortel Subnet server IP address and the ELAN Subnet
IP address of the Contact Center Manager Server
1 Shut down the Contact Center Manager Server services
2 From the Start menu, choose Control Panel.
3 Right-click Network Connections.
4 Right-click the LAN connection, and then click Properties.
5 Select Internet Protocol (TCP/IP), and then click Properties.
6 Enter the new IP address, and then click OK.
7 From the Start menu, choose All Programs > Nortel Contact Center >
Manager Server > Server Setup Configuration.
8 Click the Local Area Network IP tab.
9 In the IP Address box, enter the new IP address.
10 Click OK.
11 Restart the Contact Center Manager Server.
12 Update the IP address of the Contact Center Manager Server on Contact
Center Manager Administration. For details, see “To update the IP address
of the Contact Center Manager Server on the Contact Center Manager
Administration server,” on page 1642.

Installation and Maintenance Guide 1641

Changing passwords, names, IP addresses Standard 3.0

To update the IP address of the Contact Center Manager Server on the Contact
Center Manager Administration server
1 Log on to the Contact Center Manager Administration server as webadmin
user.
2 Open the Configuration component
3 In the left pane, right-click the name of the server that has had its network
settings altered.
4 Click Edit Properties. This will enable the text fields for the server’s name,
IP address, log on ID and password.
5 Enter the new details and click Submit.

1642 Contact Center Manager Administration

Chapter 15

Resiliency (backup, restore, and

disaster recovery)

In this chapter
Overview 1644
Section A: Installing a replicating server (optional) 1647
Section B: Recovering from a CCMA server failure 1655
Section C: Creating backups of your CCMA data 1663
Section D: Restoring CCMA data 1687

Installation and Maintenance Guide 1643

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Overview

Introduction
In order to prevent loss of data and to reduce Contact Center Manager
Administration downtime in the event of a server failure, you must have a
Contact Center Manager Administration resiliency plan in place. Your Contact
Center Manager Administration resiliency plan minimizes the Contact Center
Manager Administration downtime by offering solutions to protect data and
quickly recover in the event of a server failure disaster such as a power outage or
server malfunction.

In addition to offering protection from server failures, a resiliency plan will help
you in the following scenarios:
„ If you upgrade to newer versions of Contact Center Manager
Administration, so you can revert back to the previous version of the
software, if necessary.
„ If you want to roll back erroneous data.
„ If you want to migrate your Contact Center Manager Administration to a
new server.

Best practices for Contact Center Manager Administration resiliency

There are two strategies that you can build into your Contact Center Manager
Administration resiliency plan, depending on the specific requirements of your
contact center.
1. Schedule backups of your Contact Center Manager Administration data at
regular intervals and store the backup files to a secure location
(recommended for all contact centers).
2. Install a replicating server with the same Contact Center Manager
Administration version and Service Update as the primary server
(optional).

Note: Installing a replicating server is not a replacement for scheduling backups

of your Contact Center Manager Administration data at regular intervals. For
details, see “About installing a replicating server (optional),” on page 1645.

1644 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

About scheduling backups of your Contact Center Manager

Administration data (recommended for all contact centers)
When you back up your Contact Center Manager Administration data files, you
save Contact Center Manager Administration data from a specific point in time
to a secure location such as tape drive or a network drive. In the event of a server
failure, you can restore your backup files to your Contact Center Manager
Administration server, resulting in minimal loss of data.

It is important that all contact centers schedule backups of their Contact Center
Manager Administration data at regular intervals. Nortel recommends that you
back up your contact center data at least once a day (or more frequently, based
on your contact center requirements). Nortel also recommends that you perform
backups during periods of low activity.

Scheduling backups of your Contact Center Manager Administration data at

regular intervals will minimize loss of data in the event of a server failure.
However, restoring backup files to your existing server (or to a new server in the
case of a serious server malfunction) will take time, resulting in an interruption
of access to your Contact Center Manager Administration application while the
restoration process takes place. If minimal Contact Center Manager
Administration downtime is an important requirement in your contact center,
consider installing a replicating server as an additional strategy to support your
Contact Center Manager Administration resiliency plan.

About installing a replicating server (optional)

Active Directory Application Mode (ADAM) is a Microsoft information storage
framework. Contact Center Manager Administration stores some of its data files
in ADAM.

During an installation of Contact Center Manager Administration, you can

choose to replicate ADAM files from an existing Contact Center Manager
Administration server. Replication provides additional resiliency of the Contact
Center Manager Administration data by allowing objects created in one Contact
Center Manager Administration ADAM instance to be automatically copied to
any other Contact Center Manager Administration ADAM instance to which it
has been joined through replication.

Installation and Maintenance Guide 1645

Resiliency (backup, restore, and disaster recovery) Standard 3.0

In the event of a failure on the active Contact Center Manager Administration

server, a replicating server provides immediate access to all data files stored in
ADAM from the primary server. Replication allows Contact Center Manager
Administration users to immediately point their browser to the replicating
Contact Center Manager Administration server and maintain a level of
productivity with minimal interruption.

It is important to understand that ADAM replication is not a replacement for

scheduling regular backups of your Contact Center Manager Administration
data. You must still schedule backups on your primary server even if you install
a replicating server, for the following reasons:
„ Not all Contact Center Manager Administration data files are replicated.
„ You cannot use replication to roll back data to a specific point in time,
which may be required.

1646 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Section A: Installing a replicating server

(optional)

In this section
Overview 1648
About Active Directory Mode Application (ADAM) replication 1649
ADAM and service accounts 1652

Installation and Maintenance Guide 1647

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Overview

Introduction
In addition to scheduling backups of your Contact Center Manager
Administration data files, you have the option of installing a replicating server.

In the event of a failure on the active Contact Center Manager Administration

server, a replicating server provides immediate access all data files stored in
ADAM from the primary server. Replication allows Contact Center Manager
Administration users to immediately point their browser to the standby Contact
Center Manager Administration server and maintain a level of productivity
without minimal interruption of access to the Contact Center Manager
Administration application.

It is important to understand that ADAM replication is not a replacement for

scheduling regular backups of your Contact Center Manager Administration
data. You must still schedule backups on your primary server even if you have a
standby server installed with replication enabled, for the following reasons:
„ Not all Contact Center Manager Administration data files are replicated.
„ You cannot use replication to roll back data to a specific point in time,
which may be required.

This section details background information about Active Directory Application

Mode (ADAM) and about service accounts.

All the preinstallation, installation, and postinstallation steps for installing a

replicating server are detailed in Chapter 6, “Installing software on the
replicating server (optional)”.

1648 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

About Active Directory Mode Application

(ADAM) replication

Introduction
Active Directory Application Mode (ADAM) is a Microsoft information storage
framework, and runs as a non-operating system service. The server on which it
is installed does not have to be a domain controller. Instead, ADAM can be
installed on a Contact Center Manager Administration server that is a member of
an existing domain (even an existing NT domain).

In Contact Center Manager Administration, the following data files are stored in
ADAM and can be replicated:
„ user information and details
„ access classes
„ partitions
„ private and graphical real-time reports
„ real-time report filters

For more detailed information about ADAM, see the Microsoft web site at
www.microsoft.com.

After you install ADAM on the Contact Center Manager Administration server,
you can also consult the ADAM online Help by clicking Start > All Programs
> ADAM > ADAM Help.

Active Directory Application Mode (ADAM) and replication

Replication means that you share the data stored in one ADAM instance, back
and forth with another ADAM instance, ensuring that the replicated data is the
same across both servers. While you may have access to multiple ADAM
instances, and multiple Contact Center Manager Administration-specific ADAM
instances, each Contact Center Manager Administration server can have only
one Contact Center Manager Administration-specific ADAM instance. To

Installation and Maintenance Guide 1649

Resiliency (backup, restore, and disaster recovery) Standard 3.0

maintain the integrity of your Contact Center Manager Administration data, you
can only replicate a Contact Center Manager Administration-specific ADAM
instance with one or more other Contact Center Manager Administration-
specific instances of ADAM.

Replication helps to ensure the resiliency of the Contact Center Manager

Administration data that is stored on the Contact Center Manager
Administration server by allowing objects created in one Contact Center
Manager Administration ADAM instance to be automatically copied to any
other Contact Center Manager Administration ADAM instance to which it has
been joined through replication. In this way, replication can help you to recover
in the event of a Contact Center Manager Administration server failure by
providing immediate access to all information stored in ADAM. A standby
server with replication enabled allows Contact Center Manager Administration
users to immediately point browser at secondary Contact Center Manager
Administration and maintain a level of productivity.

Note: Do not use replication as your only method of backing up Contact Center
Manager Administration data for the following two reasons:
„ Not all Contact Center Manager Administration data is replicated.
„ You cannot use replication to roll back data to a specific time, which
may be required.

Replicated data in Contact Center Manager Administration

If you choose to replicate ADAM during your Contact Center Manager
Administration installation, certain Contact Center Manager Administration data
files are copied between replicated servers. The following data is replicated
between servers within the same domain:
„ user information and details
„ access classes
„ partitions
„ private and graphical real-time reports
„ real-time report filters

1650 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

The data listed above is exchanged between the Contact Center Manager
Administration servers, so that if it is changed on one server, it is replicated to
the other Contact Center Manager Administration servers.

However, not all Contact Center Manager Administration data is stored in

ADAM, and therefore cannot be replicated. In the event of a server failure
disaster, you must restore these files from your backup files to the standby
server. The data that is not replicated includes:
„ scheduling data for Contact Center Management assignments
„ scheduling data for historical reports
„ historical report output files
„ user-created historical reports that are imported into Contact Center
Manager Administration
„ real-time report exported files
„ Emergency Help exported files
„ Report Creation Wizard user-created formulas (stored in the file
RCW.mdb)
„ Report Creation Wizard user-created reports and report definitions

For details about how to back up Contact Center Manager Administration data,
refer to Section C: “Creating backups of your CCMA data,” on page 1663.

Installation and Maintenance Guide 1651

Resiliency (backup, restore, and disaster recovery) Standard 3.0

ADAM and service accounts

When installed on the Contact Center Manager Administration server, ADAM

runs as a service and requires a service account. The type of ADAM service
account that you can choose during the ADAM installation depends on the
Windows workgroup or domain environment into which you are installing
ADAM, and whether this is the first instance that you are installing in your
network, or if you are replicating an existing instance.

If you are replicating an existing instance, then your choices for the service
account for this new instance vary according to:
„ the Windows domain into which the original ADAM instance was installed
„ the service account chosen for the original ADAM instance

Before you install the first instance of ADAM (with replication), you must note
the environment into which you are installing it; when you are replicating an
existing instance, you must note both the environment into which you are
installing the replica instance and the type of service account chosen for the
original instance.

Note: For Contact Center Manager Administration to function properly, the

server on which ADAM is installed must not be a domain controller. It is
optional whether it is a member of a domain.

Example: first ADAM instance

If you are installing the first instance of ADAM within a Windows Server 2003
domain or forest, then you have the option of choosing a network service,
workstation user, or domain user as the service account type for this ADAM
instance.

Example: replica of existing ADAM instance

If you are installing a replica of an existing Contact Center Manager
Administration ADAM instance, your choices are limited according to the type
of service account chosen for the original ADAM instance. For example, if the
original ADAM instance was installed in a Windows NT 4.0 domain, and the
service account chosen for it was a workstation user, then your only choice for
the service account for the replicated instance is also a workstation user.

1652 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

For more information, you can also consult the Microsoft documentation.

The following table outlines the ADAM service account options that are
available to you based on the environment into which you are installing ADAM:

Service Service
account of the account of the Default replication
primary replicating authentication
Domain context server(s) server(s) method

Windows Server Network service Network service Negotiated

2000 domain or OR
forest
Domain user

OR Workstation Workstation Negotiated pass-through

user user
Windows Server Domain user Domain user Negotiated
2003 domain or OR
forest
Network service

Windows NT 4.0 Workstation Workstation Negotiated pass-through

domain user user

Domain user Domain user Negotiated

Installation and Maintenance Guide 1653

Resiliency (backup, restore, and disaster recovery) Standard 3.0

1654 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Section B: Recovering from a CCMA

server failure

In this section
Overview 1656
Recovering from CCMA failure (with no replicating server installed) 1657
Recovering from CCMA failure (with replicating server installed) 1659

Installation and Maintenance Guide 1655

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Overview

If the Contact Center Manager Administration server hardware fails, you will
need to restore your backup data quickly.

Note: When restoring Contact Center Manager Administration data, you must
restore data that was backed up from the same release and version of the
software as that which is currently installed on the Contact Center Manager
Administration server. For example, if your Contact Center Manager
Administration server currently contains Contact Center Manager
Administration Release 6.0, then you can only restore a backup of Release 6.0
data onto this server. You cannot restore data from previous Service Updates. If
you restore data backed up on previous versions, you will corrupt your server.

The following procedures provide a quick overview of the steps required to

recover from a server failure.

1656 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Recovering from CCMA failure (with no

replicating server installed)

The numbered list below provides a quick reference to tasks that must be
performed in the event of a Contact Center Manager Administration server
failure when you do not have a replicating server installed. For detailed
procedures for these tasks, refer to “Restoring data,” on page 1691.
1. If your Contact Center Manager Administration server is still functioning,
you can restore data files to your existing Contact Center Manager
Administration server. However, if you have a serious server malfunction
and cannot restore data to your existing server, you will need to install
Contact Center Manager Administration on a new server and restore data
files to the new Contact Center Manager Administration server. For details
about installing Contact Center Manager Administration, see Chapter 3,
“Installing the software on the primary server.”
2. On your existing Contact Center Manager Administration server or on the
new server with Contact Center Manager Administration installed, shut
down the SymposiumWC service.
3. Perform a restore either using the appropriate backup and restore utility.
Note: For a list of backup files that need to be restored, see “To restore data
with the Nortel Backup and Restore utility,” on page 1693. This data restore
takes less than 5 minutes.
4. Manually restart the SymposiumWC service.
5. Manually reconfigure your Real-Time Reporting and Emergency Help
configuration settings. These settings must the same as they were prior to
the data restoration.
Note: At this point your Contact Center Manager Administration is
operational except for scheduled information.
6. Reactivate scheduled assignments.
a) Launch the Historical Reporting component in Contact Center Manager
Administration. In the scheduled events window, select all scheduled
assignments and click Activate.

Installation and Maintenance Guide 1657

Resiliency (backup, restore, and disaster recovery) Standard 3.0

b) Launch the Contact Center Management component in Contact Center

Manager Administration. Open each scheduled assignment and reactivate.
7. If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.
8. If you change the name of the Contact Center Manager Administration
server after the installation on the new server (for example, if you want to
revert to the computer name of the source server), you must change the
computer name in utilities that require the computer name.
a) Run the ChangeSOAPSvr utility to reset SOAP files to reflect the new
computer name. For details, see “To run the ChangeSOAPSrv utility,” on
page 1708.
b) Reset the IUSR_SWC account to reflect the new computer name. For
details, see “To reset the IUSR_SWC account to reflect a new computer
name,” on page 1709.
c) Reset the iceAdmin password. For details, see “To reset the iceAdmin
password after a CCMA server name change,” on page 1714.

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

9. Ensure that the computer name of the Contact Center Manager

Administration server is correct on all client PCs.

1658 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Recovering from CCMA failure (with

replicating server installed)

The numbered list below provides a quick reference to the tasks that must be
performed in the event of a Contact Center Manager Administration server
failure when you have a replicating server installed. For detailed procedures for
these tasks, refer to “Restoring data,” on page 1691.
1. Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
Note: For details about functionality that is immediately available from the
replicating server, see “Functionality that is immediately available from the
replicating server,” on page 1660.
2. On each agent workstation, launch the Server IP Addresses Configuration
window from Agent Desktop Display and switch to the standby server. For
details, see “Switching to the standby server in Agent Desktop Display” on
page 1705.
3. On the replicating server, perform a restore using the appropriate backup
and restore utility.
Important!: If you did not clear the two locations C:\Program
Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM
when you performed a backup, you must clear these files from the list of
files to be restored so that they are not restored on the replicating server.
Note: For a list of backup files that need to be restored, see “Backup files
to be restored for full functionality after the replicating server is brought
online,” on page 1661. Restoring files takes less than 5 minutes.
4. If you have not already configured your Real-Time Reporting and
Emergency Help settings on the replicating server, you must manually
reconfigure your Real-Time Reporting and Emergency Help configuration
settings. These settings must the same as they were prior to the data
restoration.
5. Reactivate scheduled assignments.

Installation and Maintenance Guide 1659

Resiliency (backup, restore, and disaster recovery) Standard 3.0

a) Launch the Historical Reporting component in Contact Center Manager

Administration. In the scheduled events window, select all scheduled
assignments and click Activate.
b) Launch the Contact Center Management component in Contact Center
Manager Administration. Open each scheduled assignment and reactivate.
6. If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.

Functionality that is immediately available from the replicating

server
In a Contact Center Manager Administration server failure disaster with
replication enabled, all of the information contained in ADAM is replicated to
the secondary server. As a result, functions required for immediate operation of
the contact center are maintained.

The following functions are maintained and immediately available from the
replicating server:
„ Access and Partition Management
„ User details, names, usernames, passwords, basic access rights, and
assigned associated supervisors are maintained.
„ Assigned partition information (that is, standard and user defined
partitions) are maintained.
„ All User Defined partitions information (that is, agents, applications,
CDN, DNIS, report groups and skillsets) are maintained.
„ Configured access class levels are maintained.

„ Real-Time Displays
„ Real-Time public and private displays are maintained.

„ Public and private graphical displays and collections are maintained.

„ Real-Time Display templates are maintained.

„ Historical Reports
„ Standard and custom report groups are maintained.

„ Public reports are maintained.

Note: You must not add new custom report groups.

1660 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

„ Contact Center Management

„ All agents, supervisors, agent-supervisor and agent-skillset assignments
are maintained (these are stored on the Contact Center Manager Server).
„ Configuration
„ All assignments are maintained.

„ Scripting
„ Scripts, script variables, and call routing are maintained (these are
stored on the Contact Center Manager Server).
„ Report Creation Wizard
„ Report Creation Wizard can be used to create reports but these reports
will be lost after a restore.
„ Existing user created reports and user created formulae will be
unavailable.

Backup files to be restored for full functionality after the replicating

server is brought online
The files and folders that are backed up are:
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\rpt\
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ <x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data

(where <x> is the Contact Center Manager Administration install directory)

Note: In a server failure situation, the replicating server already contains a

replicated version of ADAM and therefore ADAM files need to be excluded
from the restore.

Some Contact Center Manager Administration information is held in flat files or

databases outside of ADAM. To enable all features in Contact Center Manager
Administration the following files/folders need to be restored to the replicating
server.
„ Access and Partition Management
Restore: Nortel Networks\Wclient\Apps\AccessMgmt\counter.xml

Installation and Maintenance Guide 1661

Resiliency (backup, restore, and disaster recovery) Standard 3.0

You must not add new custom report groups before restoring this file. It
maintains a list of custom report IDs for ADAM. Failure to do so could
cause overwriting of existing custom reports.
„ Historical Reporting
Restore: Nortel Networks\WClient\Apps\Historical\data
Private historical reports, user-created historical reports and related filters
are unavailable before folder restore.

Note: Scheduling data for historical reports is restored, but scheduled reports
must be reactivated to reschedule the running of the reports in the MS Windows
Scheduler of the replicating Contact Center Manager Administration.
„ Real-Time Reports
Restore: Nortel Networks\Wclient\Apps\RealTime\Exports
Exported real-time graphical displays are stored in this folder location.
All other Real-Time Display data is held in ADAM and therefore covered
by replication.
„ Contact Center Management
Restore: Nortel Networks\WClient\Server\Common\Icedb\Schedule.mdb
Scheduling data for Contact Center Management for agent-supervisor and
agent-skillset assignments are contained in this file.

Note: If you are using XML Assignments you must back up the user-defined
folder location (on primary Contact Center Manager Administration) of the xml
files you have previously saved if you want to use them again.
„ Configuration
Restore: Nortel Networks\WClient\Server\Common\Icedb\Schedule.mdb
Routing table assignments are restored by same file as CCM assignments.
„ Report Creation Wizard
Restore:...\Nortel Networks\WClient\Server\RCW\data\RCW.mdb
...\Nortel Networks\Wclient \Apps\Reporting\Historical\rpt\RCW

After you restore from a backup file, all previously configured information in
the areas described will be overwritten.

1662 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Section C: Creating backups of your

CCMA data

In this section
Overview 1664
Backing up Contact Center Manager Administration data files 1671
Backing up Real-Time Reporting and Emergency Help configurations 1685

Installation and Maintenance Guide 1663

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Overview

Introduction
Nortel recommends that all contact centers perform regular backups of Contact
Center Manager Administration data files to a secure location such as a tape
drive or network drive. You can help your contact center to recover from events,
such as data loss and damage due to disk failures and power outages, by creating
a backup of your contact center data. This applies to both data on the Contact
Center Manager Administration server and on the server in Contact Center
Manager Server. (This can be the same server if you are working on a coresident
installation.)

This section describes backup procedures for the Contact Center Manager
Administration server. For details about how to backup files on the Contact
Center Manager Server, refer to the Contact Center Manager Server Installation
and Maintenance Guide.

Why you need to back up data

You must back up data in the following scenarios:
„ When you upgrade to newer versions of Contact Center Manager
Administration, you must perform a backup just before upgrading so you
can revert back to the previous version of the software, if necessary.
„ When you need to migrate Contact Center Manager Administration data to
a new server.
„ When you want to roll back erroneous data.
„ When you need to recover from catastrophic events (such as data loss and
damage due to disk failures and power outages).

If you decide to install replicating server, you must still perform regular backups
of the primary Contact Center Manager Administration server. Unlike ADAM
replication, backups provide snapshots of your Contact Center Manager
Administration data files at moments in time.

1664 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Therefore, do not use ADAM replication as the only method of backing up

Contact Center Manager Administration data for the following two reasons:
„ Not all Contact Center Manager Administration data is stored in ADAM
and therefore is not replicated.
„ You cannot use replication to roll back data to a specific time, which may
be required.

For further information about installing a replicating server, see Section A:

“Installing a replicating server (optional),” on page 1647.

Contact Center data files and servers

When planning your backup strategy, it is useful to know which data is stored in
Contact Center Manager Administration and which data is stored in Contact
Center Manager Server, and the business consequences of a Contact Center
Manager Administration or Contact Center Manager Server failure.

Contact Center Manager Server data files

Contact Center Manager Server data includes:
„ agents, supervisors, skillsets and all their related assignments (accessed
through Contact Center Management)
„ CDNs, DNISs and all the other data items (accessed through the
Configuration component)

Because all of your user/agent assignments, CDNs, and DNISs are stored on the
Contact Center Manager Server, if your stand-alone Contact Center Manager
Administration server fails, calls will continue to be routed according to your
defined scripts and your contact center is still able to receive calls.

Contact Center Manager Administration data files

Contact Center Manager Administration data includes:
„ schedule information for historical reports
„ partitions, access classes, report groups, and the Contact Center Manager
Administration users
„ real-time display configuration data and real-time display filters
„ private historical reports

Installation and Maintenance Guide 1665

Resiliency (backup, restore, and disaster recovery) Standard 3.0

„ Contact Center Management scheduled assignment information

When the Contact Center Manager Administration server fails, your supervisors
and administrators will not be able to access the Contact Center Manager
Administration application. Therefore in the event of a Contact Center Manager
Administration server failure, access to real-time displays, agent desktop
display, schedule information for historical reports will be interrupted.

Contact Center Manager Administration data files

Contact Center Manager Administration makes use of Active Directory
Application Mode (ADAM) and other data files to store application data.

The data files that are stored in ADAM are:

„ user information and details
„ access classes
„ partitions
„ private and graphical real-time reports
„ real-time report filters

The data files that are stored outside of ADAM are:

„ scheduling data for Contact Center Management assignments
„ scheduling data for historical reports
„ historical report output files
„ user-created historical reports that are imported into Contact Center
Manager Administration
„ real-time report exported files
„ Emergency Help exported files
„ Report Creation Wizard user-created formulas (stored in the file
RCW.mdb)
„ Report Creation Wizard user-created reports and report definitions
„ Audit Trail events

1666 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

When to back up Contact Center Manager Administration data

Scheduling backups
Nortel recommends that you back up your Contact Center Manager
Administration data at least once a day (or more frequently, based on your
contact center requirements) to avoid loss of data in the event of a server failure.
Nortel also recommends that you schedule backups during periods of low
activity.

Synchronizing Contact Center Manager Administration backups

with Contact Center Manager Server backups
To ensure the proper functionality of Contact Center Manager Administration,
your Contact Center Manager Administration data and your Contact Center
Manager Server data must be synchronized. Therefore, each time you back up
the Contact Center Manager Server database, you must perform a backup of the
Contact Center Manager Administration server at the same time. Likewise, you
must restore the Contact Center Manager Administration server and the Contact
Center Manager Server database at the same time.

However, because the Contact Center Manager Server data files do not change
as often as Contact Center Manager Administration data files, it is possible to
back up your Contact Center Manager Administration server without backing up
Contact Center Manager Server at the same time, if required.

Performing one-time backups

You will want to perform a full backup of your Contact Center Manager
Administration before you initiate major changes to your Contact Center -
Manager network such as:
„ if you upgrade your Contact Center Manager Administration
„ if you want to migrate your Contact Center Manager Administration to a
new server

Methods of backing up data

You can choose from four options when backing up your Contact Center
Manager Administration data. Choose the option that is most suitable for your
organization.

Installation and Maintenance Guide 1667

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Nortel Backup and Restore utility

You can use the Nortel Backup and Restore utility to back up a preselected
series of Contact Center Manager Administration files, including Historical
Reporting files, ADAM files, and database files. You can also use the Nortel
Backup and Restore utility to schedule either singular backup tasks or multiple
backup tasks on a daily, weekly, or monthly basis. You cannot use this utility to
back up operating system files. If you need to back up other files, such as
operating system files or data files that are not related to Contact Center
Manager Administration, you must use the Windows Backup utility or the third-
party backup utility of your choice. For details about using the Nortel Backup
and Restore utility, see “Option 1: Backing up Contact Center Manager
Administration data files by using the Nortel Backup and Restore utility” on
page 1671.

Microsoft Windows Backup Tool

You can use the Microsoft Windows Backup Tool to back up the Contact Center
Manager Administration data files. With this method, you select the data files
that you need to back up. You can use this method to schedule backups on an
ongoing basis. For details about using the Microsoft Windows Backup Tool, see
“Option 2: Backing up Contact Center Manager Administration data files using
the Microsoft Windows Backup Tool” on page 1679.

Third-party backup tool of your choice

There are several other third-party tools that can perform similar back up
functions. Nortel has tested the Veritas Backup Exec 9.1 tool, which can be used
to back up the Contact Center Manager Administration data. For details, see
“Option 3: Known issues when backing up data using Veritas Backup Exec 9.1”
on page 1681.

ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition to
this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a coresident
system, it has an adverse effect on the operation of the
system and may require a complete system rebuild.

1668 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Manually copying files

You can manually copy the files to a secure storage location, such as a tape drive
or a safe network drive. For details about manually copying files, see “Option 4:
Backing up Contact Center Manager Administration data files by manually
copying files” on page 1683.

Backing up Real-Time Reporting and Emergency Help Configuration

settings
In addition to backing up files using one of the options listed, you will need to
take note of your Real-Time Reporting Configuration settings (IP Send Address
and IP Receive Address) and your Emergency Help configuration settings
whenever these settings change. Your Real-Time Reporting configuration
settings and your Emergency Help configuration settings are manually
reconfigured during the restoration process. For details, see “Backing up Real-
Time Reporting and Emergency Help configurations,” on page 1685.

Backing up and restoring data on a coresident server

To keep data synchronized between Contact Center Manager Administration and
Contact Center Manager Server on a coresident server, you must ensure that
whenever you back up one application, you also back up the other at the same
time.

In a coresident environment, when you perform a full backup of Contact Center

Manager Server, the entire server is backed up, including Contact Center
Manager Administration. This ensures that the data between the two
applications is always synchronized.

Whenever you perform a partial backup of Contact Center Manager Server, you
must ensure that you also perform a backup of Contact Center Manager
Administration. Furthermore, you must store both backups in the same location.

For information about performing backups in Contact Center Manager Server,

see the Contact Center Manager Server Installation and Maintenance Guide.

Installation and Maintenance Guide 1669

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Performing full backups of the Contact Center Manager

Administration server
Nortel also recommends that before you perform a migration or significant
upgrade, that you make a complete backup of the entire Contact Center
Manager Administration server including Active Directory Application
Mode (ADAM), by using the Microsoft Windows backup method, or by
using a proven third-party backup tool of your choice. A full backup of the
source server allows regression of the source server back to its original state,
if required.

If you encounter a problem with a migration or upgrade procedure, or if you

encounter a product problem, you can use the full backup you create to
return the source server to its original state, if required.

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

1670 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Backing up Contact Center Manager

Administration data files

Introduction
You have four options for backing up Contact Center Manager Administration
data files:
„ Option 1: Backing up using the Nortel Backup and Restore utility
For details see, “Option 1: Backing up Contact Center Manager
Administration data files by using the Nortel Backup and Restore utility,”
on page 1671.
„ Option 2: Backing up using the Microsoft Windows Backup Tool
For details see, “Option 2: Backing up Contact Center Manager
Administration data files using the Microsoft Windows Backup Tool,” on
page 1679.
„ Option 3: Backing up using a third-party backup option of your choice
For details, see “Option 3: Known issues when backing up data using
Veritas Backup Exec 9.1,” on page 1681.
„ Option 4: Backing up by manually copying files
For details, see “Option 4: Backing up Contact Center Manager
Administration data files by manually copying files,” on page 1683.

Option 1: Backing up Contact Center Manager Administration data

files by using the Nortel Backup and Restore utility
The Nortel Backup and Restore utility is automatically installed on the Contact
Center Manager Administration server when you install the Contact Center
Manager Administration software. When you back up the server with this utility,
it produces a single file that is a snapshot of the preselected Contact Center
Manager Administration files and saves this file to a predefined location. You
can then use this file at any time to restore the Contact Center Manager
Administration files to the state in which they were when the last scheduled
backup occurred. The Nortel Backup and Restore Utility has a scheduling
component that you can use to schedule automatic backups of data on a daily,

Installation and Maintenance Guide 1671

Resiliency (backup, restore, and disaster recovery) Standard 3.0

weekly, or monthly basis, possibly to run during periods of low contact center
activity, or to synchronize Contact Center Manager Administration backups with
scheduled Contact Center Manager Server backups. The Nortel Backup and
Restore utility can also be used to schedule multiple backup tasks.

You can use this utility to back up the files located in the following folders
(where C is the drive on which you installed Contact Center Manager
Administration):
„ ADAM-specific data stored in the following folders:
C:\Program Files\Microsoft ADAM\
C:\Windows\ADAM
„ Historical reporting template files (both imported and custom) and Audit
Trail event logs that are stored in the following folders:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\
Historical\
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ The Report Creation Wizard database files that are stored in the following
folder:
C:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
„ A record of displays for real-time reporting that have been exported to the
following folder:
C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\RealTime\Exports\
„ An index file for Custom Report Groups that is stored in the following
folder:
C:\Program Files\Nortel
Networks\WClient\Apps\AccessMgt\AccessXML\
„ A record of displays for Emergency Help that has been exported to the
following folder:
C:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports\

The file Backup.bks lists all the individual files that need to be backed up. This
file is created when you run the utility and can be found at the following
location:

1672 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Backup.bks

When you back up the files with this utility, the system creates a single file that
you can then use to restore the individual files that were backed up on the server.
By default, this file is called Restore.bkf and is located in the following default
folder:

C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Restore.bkf

To back up data using the Nortel Backup and Restore utility

1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1673

Resiliency (backup, restore, and disaster recovery) Standard 3.0

3 In the window, click Backup & Restore.

Result: The Nortel Backup and Restore utility appears.

4 Select the Backup tab.

5 Review the default location of the backup file, Restore.bkf. This is the file
that the utility creates when you back up the Contact Center Manager
Administration files. The file contains a snapshot of all Contact Center
Manager Administration files that you back up. To change the default name
or location of this file, click Browse, and then navigate to the location in
which you want to store the file, and type a new file name, if desired.
Note: The Nortel Backup and Restore Utility does not support saving
backup files to a tape drive. If you want to save your backups to a tape
drive, you must use the Windows Backup and Restore Utility (see “Option
2: Backing up Contact Center Manager Administration data files using the
Microsoft Windows Backup Tool,” on page 1679) or manually copy your
backup file created using the Nortel Backup and Restore Utility to a tape
drive.
6 In the Archive Backup Files every menu, choose the number of backup
files that you want to keep in the backup location. You have the option of
keeping between 2 and 10 backups, or all backups. This provides you with

1674 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

the flexibility to retain only the most recent backups in order to save space
in your backup location.
Example: If you choose 3 backups from the Archive Backup Files every
menu, the system will only retain your most recent three backups in the
backup location.
7 Click Next.
Result: The Schedule page appears.

8 Click the backup schedule type that you want to perform. You can choose
from:
„ Daily (to schedule recurring backups once a day)
„ Weekly (to schedule recurring backups once a week)
„ Monthly (to schedule recurring backups once a month)
„ One Time Only (to schedule a one-time-only backup at a time in the
future)
„ Run Now (to back up files as soon as a valid username and password
are entered)
Result: Based on your selection, a new window appears, allowing you to
define your selected backup schedule.

Installation and Maintenance Guide 1675

Resiliency (backup, restore, and disaster recovery) Standard 3.0

9 When you have defined the backup schedule, click Next.

Note: When scheduling the monthly option, if you schedule the backup to
take place on a date that does not exist, then the backup is not performed
for that month. For example, the selection “31st day of every month” is
invalid because there are only 28 days in February. The Backup and
Restore utility only allows a task to be scheduled on the last day of the
month containing the least number of days. For example, if you want the
backup to run in every month, then you can only schedule it to occur on day
28. However, if you clear February, then the last day of a monthly schedule
is 30. If you clear April, June, September, and November, then the last day
of a monthly schedule is 31.
Result: Two new boxes appear in the Backup tab, prompting you to enter a
username and password.

10 Type a valid administrator username and password for the server, and then
click Finish.
Note: You must enter a valid username and password (that is, any
username and password that are configured with administrative privileges
on the server). If you do not enter a valid username and password, a

1676 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

window appears prompting you to reenter a valid username and password.

If this happens, click OK and reenter a valid username and password.
Result: The system backs up the required files at the time you specified
and stores the backup in the Restore.bkf file in the default location (or in the
custom file name and location that you have chosen). For details about
restoring the information in this file, see “Option 1: Restoring Contact
Center Manager Administration data with the Nortel Backup and Restore
utility,” on page 1692.

Note: To schedule multiple backups, repeat the backup procedure until you have
scheduled all of your required backup tasks.

To view and manage scheduled tasks in the Nortel Backup and

Restore utility
1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1677

Resiliency (backup, restore, and disaster recovery) Standard 3.0

3 In the window, click Backup & Restore.

Result: The Nortel Backup And Restore utility appears.
4 Select the View Scheduled Tasks tab.
Result: A list of your scheduled tasks appears including the status and the
next scheduled run time of each task.

5 Highlight a task and select an action from the following options:

To view the details of a task, click View Details.
Result: A detailed log file of your task appears.
To delete a task, click Delete Task.
Result: A window appears asking you to confirm deletion of the task. Click
Yes, and the task is deleted.
6 Click Close.

1678 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Option 2: Backing up Contact Center Manager Administration data

files using the Microsoft Windows Backup Tool
You have the option of backing up Contact Center Manager Administration data
using the Microsoft Windows Backup Tool. As with the Nortel Backup and
Restore utility, the Microsoft Windows Backup Tool has a scheduling
component that you can use to schedule automatic backups of data, possibly to
run during periods of low contact center activity, or to synchronize Contact
Center Manager Administration backups with scheduled Contact Center
Manager Server backups.

To back up data files using the Microsoft Windows Backup Tool

Detailed steps and information about the Microsoft Windows Backup Tool is
located on the Microsoft website at www.microsoft.com.
1 Click Start > All Programs > Accessories > System Tools > Backup.
Result: The Backup and Restore Wizard opens.
2 Select Advanced Mode by clicking the Advanced Mode option.
Result: The Backup Utility Advanced Mode welcome screen appears.
3 Click the Backup tab.
Result: The Backup tab opens with a tree structure in the left pane listing
all directories and folders.
4 In the left pane, select the following files and folders by clicking the box to
the left of a file or folder (where <x> is the Contact Center Manager
Administration install directory).
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel
Networks\WClient\Apps\AccessMgmt\AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
<x>:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports
<x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\rpt

Installation and Maintenance Guide 1679

Resiliency (backup, restore, and disaster recovery) Standard 3.0

<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\RealTime

Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCW\Data
Note: The Audit Trail events log is contained in the folder <x>:\Program
Files\Nortel Networks\WClient\Apps\Common\Icedb. If you want to back up
the Audit Trail events log only, only select the file <x>:\Program Files\Nortel
Networks\WClient\Apps\Common\Icedb\ICELog.mdb.
Result: A check mark appears next to your selected files.
5 In Backup destination, do one of the following:
„ Choose File if you want to back up files and folders to a file. This is
selected by default.
„ Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by
Backup, it appears at the bottom of the Backup 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
Backup destination for the backup window.
6 In Backup media or file name, do one of the following:
„ If you are backing up files and folders to a file, type a path and file name
for the backup (.bkf) file, or click the Browse button to find a file.
„ If you are backing up files and folders to a tape, choose the tape you
want to use.
7 Click Start Backup.
Result: The Backup Job Information window appears.
8 Click Start Backup.
Result: The Backup Progress window appears and informs you when the
backup operation is finished.
9 Close all windows to complete the procedure.

1680 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

If you want to be able to schedule backups, then you must ensure that your
backup tool lets you back up all these types of files without requiring you to
manually copy any of them.

For further details about using the Windows Backup Tool or other backup
strategies, consult the Microsoft documentation at www.microsoft.com.

Option 3: Known issues when backing up data using Veritas Backup

Exec 9.1
There are several other third-party tools that can be used instead of the Nortel
Backup and Restore utility and the Microsoft Windows Backup Tool to back up
the Contact Center Manager Administration data. Nortel has tested the Veritas
Backup Exec 9.1 tool, which can be used to back up the Contact Center Manager
Administration data, and the information contained here pertains to the Veritas
Backup 9.1 software.

ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a
coresident system, it has an adverse effect on the
operation of the system and may require a complete
system rebuild.

If you use Veritas to back up Contact Center Manager Administration data, you
must note the following:
„ The default installation of Veritas Backup Exec uses the TCP port 10000,
which is also the default port used by the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact
Center Manager Administration 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).

Installation and Maintenance Guide 1681

Resiliency (backup, restore, and disaster recovery) Standard 3.0

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 Contact Center
Manager Administration 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 Contact Center Manager Administration, see the Contact Center
Manager Administration Technical Requirements and Operating System
Configuration Guide. For instructions about changing the Veritas Backup
Exec default port number, see the Veritas support article located at
www.seer.support.veritas.com.
„ When using the Veritas Backup Exec 9.1 tool to back up Contact Center
Manager Administration data files, you must first stop the SymposiumWC
service. Failure to do so results in errors in the Veritas backup, in which
case you are not able to use the backup to restore Contact Center Manager
Administration data. When the backup is complete, restart the
SymposiumWC service.
„ To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult
www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
„ 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 Contact Center Manager Administration 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 “To
back up data files using the Microsoft Windows Backup Tool” on page
1679.

1682 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

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

Option 4: Backing up Contact Center Manager Administration data

files by manually copying files
Back up the files in the folders listed below (where <x> is the Contact Center
Manager Administration install directory) to a secure storage location such as a
tape drive or a safe network drive.
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\
Historical\data
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\rpt\
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ <x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
„ <x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
„ Real-time display snapshots are stored as HTML files in the following
default path:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
„ Emergency Help snapshots are stored as HTML files in the following
default path:
<x>:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports

Note: The Audit Trail events log is contained in the folder <x>:\Program
Files\Nortel Networks\WClient\Apps\Common\Icedb. If you want to back up
the Audit Trail events log only, only select the file <x>:\Program Files\Nortel
Networks\WClient\Apps\Common\Icedb\ICELog.mdb.

Finally, to manually back up ADAM instance files, take a copy of the following
directory and its contents:

<x>:\Program Files\Microsoft ADAM\instance1\

Installation and Maintenance Guide 1683

Resiliency (backup, restore, and disaster recovery) Standard 3.0

where <x> is the drive on which Contact Center Manager Administration is

installed, and instance 1 is the folder containing the ADAM data files that are
installed with Contact Center Manager Administration.

1684 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Backing up Real-Time Reporting and

Emergency Help configurations

There are two Contact Center Manager Administration configuration settings

that are stored in the Windows Registry:
„ Real-Time Reporting configuration settings (IP Send and IP Receive
Addresses)
„ Emergency Help configuration settings

Because these settings do not change often and cannot be backed up using
backup procedures, Nortel recommends that you take note of the Real-Time
Reporting configuration settings (IP Send and IP Receive Addresses) and the
Emergency Help configuration settings whenever these settings change (for
example, after installing or upgrading Contact Center Manager Administration).
These settings will need to be manually reconfigured during a restoration
process.

To back up Real-Time Reporting and Emergency Help

configurations
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Configuration window appears.
2 In the left pane, click on the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
3 In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings dialog box appears.
4 Take note of all settings in the RTR Registry Settings dialog box.
5 Close the RTR Registry Settings dialog box.
6 In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the right
pane,

Installation and Maintenance Guide 1685

Resiliency (backup, restore, and disaster recovery) Standard 3.0

7 Click on Emergency Help Registry Settings icon.

Result: The Emergency Help Registry Settings dialog box appears.
8 Take note of all settings in the Emergency Help Registry Settings dialog
box.
9 Close all windows to complete the procedure.

1686 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Section D: Restoring CCMA data

In this section
Overview 1688
Restoring data 1691
Switching to the standby server in Agent Desktop Display 1705
Changing the computer name after installation 1706

Installation and Maintenance Guide 1687

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Overview

Introduction
There are several scenarios in which it is necessary to restore Contact Center
Manager Administration data, including:
„ If you are recovering from a Contact Center Manager Administration server
hardware failure when Contact Center Manager Server data is being
restored.
„ If you are moving to a replicating server as a result of a failure on your
primary Contact Center Manager Administration server.
„ If you are reverting the Contact Center Manager Administration software
back to a previous version.
Note: You must restore data to the same version of Contact Center Manager
Administration as that which you backed up.
„ If you made an error while entering Contact Center Manager
Administration data and you need a previous version of the data (Contact
Center Manager Administration data is all data excluding configuration
data, scripts, and agents and supervisors).
„ If you are migrating Contact Center Manager Administration data to a new
server.

Options for restoring Contact Center Manager Administration data

You have three options for restoring data onto the Contact Center Manager
Administration server:
„ Use the Nortel Backup and Restore utility to restore the series of
preselected Contact Center Manager Administration files that you backed
up with this utility.
„ Use the Microsoft Windows Backup Tool to restore your Contact Center
Manager Administration data.
„ Manually restore the files.
„ Use a third-party tool such as Veritas Backup 9.1 to restore your Contact
Center Manager Administration data.

1688 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Choose the method that best suits your organization.

Synchronizing the restoration of Contact Center Manager Server data

and Contact Center Manager Administration data
To prevent synchronization issues, you must restore the Contact Center Manager
Administration data whenever you restore the Contact Center Manager Server
data.

To restore the Contact Center Manager Administration data, follow the

procedure outlined in “Restoring data” on page 1691.

Also, you must ensure that the Contact Center Manager Administration data was
backed up at the same time as the Contact Center Manager Server data was
backed up. Because Contact Center Manager Server backups may be scheduled
to occur automatically when the contact center is not busy, and possibly when an
administrator is not available, you must ensure that you also schedule Contact
Center Manager Administration backups to occur at the same time as these
backups. For information about scheduling a Contact Center Manager
Administration backup, see Section C: “Creating backups of your CCMA data,”
on page 1663.

Note: Because the backups must occur at the same time, you must ensure that
the time of the servers in question is synchronized when scheduling a backup.

Installation and Maintenance Guide 1689

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Restoring data on a coresident server

ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a
coresident system, it has an adverse effect on the
operation of the system and may require a complete
system rebuild.

To keep data synchronized between Contact Center Manager Server and Contact
Center Manager Administration on a coresident server, you must ensure that
whenever you back up one application, you also back up the other at the same
time.

In a coresident environment, when you perform a full offline backup of the

server, the entire server is backed up, including both the Contact Center
Manager Server and Contact Center Manager Administration applications. This
backup method ensures that the data between the two applications is always
synchronized. You must perform this type of backup with the third-party backup
tool of your choice, ensuring that it is compatible with Contact Center Manager
Server. Nortel does not specifically recommend any tool for its compatibility
with Contact Center Manager Server.

Whenever you perform a partial backup of Contact Center Manager Server, you
must ensure that you also perform a backup of Contact Center Manager
Administration. Furthermore, you must store both backups in the same location.

To restore of data on a coresident server, the procedure is the same as restoring

data on a stand-alone, with the exception that the restoration of data on the
Contact Center Manager Administration server must be synchronized with the
restoration of data on the Contact Center Manager Server.

For information about performing backups in Contact Center Manager Server,

see the Contact Center Manager Server Installation and Maintenance Guide.

1690 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Restoring data

Introduction
You have four options for restoring data in the event of a server failure or if you
need to revert to a previous snapshot of Contact Center Manager Administration
data:
„ Option 1: Restoring data using the Nortel Backup and Restore utility
For details, see “Option 1: Restoring Contact Center Manager
Administration data with the Nortel Backup and Restore utility,” on page
1692.
„ Option 2: Restoring data using the Windows Backup Tool
For details, see “Option 2: Restoring data files using the Windows Backup
tool,” on page 1698.
„ Option 3: Restoring data by manually restoring files
For details, see “Option 3: Restoring files by manually restoring files,” on
page 1701.
„ Option 4: Restoring data using a third-party tool such as Veritas
Backup 9.1
For details, “Option 4: Restoring files using the Veritas Backup Exec 9.1
tool,” on page 1702.

ATTENTION
When restoring Contact Center Manager Administration
data, you must restore data that was backed up from the
same release and version of the software as that which is
currently installed on the Contact Center Manager
Administration server. For example, if your Contact Center
Manager Administration server currently contains Contact
Center Manager Administration Release 6.0, then you can
only restore a backup of Release 6.0 data onto this server.
You cannot restore data from previous Service Updates. If
you restore data backed up on previous versions, you will
corrupt your server.

Installation and Maintenance Guide 1691

Resiliency (backup, restore, and disaster recovery) Standard 3.0

You can use the instructions in this section to restore Contact Center Manager
Administration data from a primary server and restore the same data to a new
Contact Center Manager Administration server. You can use this procedures in
this section to:
„ recover from a system failure if your Contact Center Manager
Administration server fails completely (for example, due to serious
hardware failure)
„ restore data to the replicating server if you have a failure on your primary
server
„ restore Contact Center Manager Administration data onto the same server
from which it was backed up (for example, if you want to roll back
erroneous data or you are recovering from a data loss issue)
„ restore Contact Center Manager Administration data to a new server if you
are performing a data migration from an existing server to a new server

Option 1: Restoring Contact Center Manager Administration data with

the Nortel Backup and Restore utility
When you back up Contact Center Manager Administration data with the Nortel
Backup and Restore utility, it creates a single file with the default name of
Restore.bkf. If you need to restore the Contact Center Manager Administration
data to its original state when you backed up the files, you can launch the utility
and navigate to this file.

1692 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

To restore data with the Nortel Backup and Restore utility

ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.
Result: The Nortel Configuration window appears.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1693

Resiliency (backup, restore, and disaster recovery) Standard 3.0

3 In the window, click Backup & Restore.

Result: The Nortel Backup and Restore utility appears.

4 Click the Restore tab.

5 Click Restore Files.

Result: The Windows Backup utility launches.

1694 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

6 Click the Restore and Manage Media tab.

7 In the left pane, select the most recent backup file (or the file containing the
data that you want to restore, if not the most recent file).
8 Expand this file fully by clicking the plus sign (+) beside it. The file name
expands to reveal a series of files.
9 Place a check mark beside the files that you want to restore. To select all
the files, place a check mark beside the parent file name.
Note: When restoring data on a server on which ADAM replication has
been enabled, you must not restore any ADAM-specific data or you will
overwrite the replicated data. If you did not clear the two locations
C:\Program Files\Microsoft ADAM\SymposiumWC\ and
C:\WINDOWS\ADAM when you performed a backup, you must clear these
files from the list of files to be restored so that they are not restored
replicating server. When you clear these files, a gray check mark remains
beside them, indicating that they are not going to be restored, as shown in
the figure Restore and Manage Media.

Installation and Maintenance Guide 1695

Resiliency (backup, restore, and disaster recovery) Standard 3.0

10 Ensure that the option to always replace the files on the computer is
selected.
11 Ensure that Original location appears in the Restore files to list.
12 Click Start Restore.
Result: The system restores the files.
Note: If you did not stop the SymposiumWC service prior to the restore,
you must restart your computer when prompted.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
14 If your registry settings have not changed, you can skip to step 15. If you
are restoring to a new server, or if your registry settings have been
corrupted or overwritten, you need to manually reconfigure your Real-Time
Reporting and Emergency Help configuration settings. These settings must
be the same as they were prior to the data restoration.
a. Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Configuration window appears.
b. In the left pane, click on the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
c. In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings dialog box appears.
d. Reenter all settings in the RTR Registry Settings dialog box that you
noted in “Backing up Real-Time Reporting and Emergency Help
configurations,” on page 1685.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
Result: The Emergency Help Registry Settings dialog box appears.

1696 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

h. Reenter all settings in the Emergency Help Registry Settings dialog

box that you noted in “Backing up Real-Time Reporting and
Emergency Help configurations,” on page 1685.
i. Click OK.
j. Close all windows.
15 You must now reactivate historical reports and scheduled events.
a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
Manager Administration.
e. Open each scheduled assignment and reactivate.
16 If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.
17 Restart the SymposiumWC service.

Installation and Maintenance Guide 1697

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Option 2: Restoring data files using the Windows Backup tool

As of the date of publication of this guide, you can find this documentation at
www.microsoft.com.

To restore data files using the Windows Backup Tool

ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

1 Click Start > All Programs > Accessories > System Tools > Backup.
Result: The Backup and Restore Wizard opens.
2 Select Advanced Mode by clicking the Advanced Mode option.
Result: The Backup Utility Advanced Mode welcome screen appears.
3 Click the Restore and Manage Media tab.
Result: The Restore and Manage media window appears.
4 Click Tools > Options.
Result: The Options window appears.
5 Click the Restore tab.
6 Select Always replace the file on my computer.
Note: When using the Windows Backup Tool to restore the Contact Center
Manager Administration data files, it is very important that you select the
option to always replace the files on the computer. As of the time of
publication, you can select this option in the Restore tab of the Options
window (accessible from the Tools menu), or when you are using the
Restore Wizard in the Advanced Options “How To Restore” page.

1698 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

7 Click Apply.
8 Click OK.
Result: The Restore and Manage Media window reappears with the text “If
files exist: Always replace” appearing in the lower part of the window.
9 In the left pane, browse to the backup file (.bkf) that you want to restore.
For more information about creating backups, see “Creating backups of
your CCMA data” on page 1663.
Note: When restoring data on a server on which ADAM replication has
been enabled, you must not restore any ADAM-specific data or you will
overwrite the replicated data. If you did not clear the two locations
C:\Program Files\Microsoft ADAM\SymposiumWC\ and
C:\WINDOWS\ADAM when you performed a backup, you must clear these
files from the list of files to be restored so that they are not restored
replicating server. When you clear these files, a gray check mark remains
beside them, indicating that they are not going to be restored.
10 Click Start Restore.
Note: If the Contact Center Manager Administration server is not running in
a replication environment, an authoritative restore is not required. However,
if the Contact Center Manager Administration server is running in a
replication environment, an authoritative restore may be required. For more
information about authoritative restoration, see the Microsoft ADAM online
Help.
Result: The Confirm Restore window appears.
11 Click OK.
Result: The Restore Progress window appears and informs you when the
restore process is complete.
12 Close all windows.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
14 If you have already configured your Real-Time Reporting and Emergency
Help settings to match the settings prior to data restoration, you can skip
this step and proceed to step15. If not, you must manually reconfigure your
Real-Time Reporting and Emergency Help configuration settings. These
settings must the same as they were prior to the data restoration.

Installation and Maintenance Guide 1699

Resiliency (backup, restore, and disaster recovery) Standard 3.0

a. Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Configuration window appears.
b. In the left pane, click on the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
c. In the right pane, click RTR Registry Settings icon.
Result: The RTR Registry Settings dialog box appears.
d. Reenter all settings in the RTR Registry Settings dialog box that you
noted in “Backing up Real-Time Reporting and Emergency Help
configurations,” on page 1685.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
Result: The Emergency Help Registry Settings dialog box appears.
h. Reenter all settings in the Emergency Help Registry Settings dialog
box that you noted in “Backing up Real-Time Reporting and
Emergency Help configurations,” on page 1685.
i. Click OK.
j. Close all windows.
15 You must now reactivate historical reports and scheduled events.
a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
Manager Administration.
e. Open each scheduled assignment and reactivate.

1700 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

16 If you have Network Control Center (NCC), go to the Configuration

component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.
17 Restart the SymposiumWC service.

Option 3: Restoring files by manually restoring files

Restore the files in the folders listed below from your backup file location or
tape drive.

ATTENTION
If you are restoring data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
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.
You must manually restart the SymposiumWC service after
you complete the restoration.

„ <x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\

Historical\data
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\rpt\
„ <x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ <x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
„ <x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
„ <x>:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports
„ <x>:\Program Files\Microsoft ADAM\instance1\

Installation and Maintenance Guide 1701

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Option 4: Restoring files using the Veritas Backup Exec 9.1 tool
ATTENTION
Do not install the Veritas Backup 9.1 software on
coresident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a
coresident system, it has an adverse effect on the
operation of the system and may require a complete
system rebuild.

Nortel has also tested the Veritas Backup Exec 9.1 tool (build 4691), which can
be used instead of the Microsoft Windows Backup Tool to back up and restore
the Contact Center Manager Administration 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 restore Contact Center Manager Administration data, you
must note the following:
„ You must stop the SymposiumWC service prior to restoring from a Veritas
backup file. You must also ensure that “Restore over existing files” is
selected in the general properties for the restore job. For more information,
consult the Veritas application online Help.
„ The default installation of Veritas Backup Exec 9.1 uses the TCP port
10000, which is also the default port used by the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact
Center Manager Administration 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).
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 Contact Center
Manager Administration 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 Contact Center Manager Administration, see the Contact Center

1702 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Manager Administration Technical Requirements and Operating System

Configuration Guide. For instructions on changing the Veritas Backup
Exec default port number, see the Veritas support article located at
www.seer.support.veritas.com.
„ To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult
www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.
„ 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. When restoring files, you must select
“Shadow Copy Components,” as well as any hard drive components
(Contact Center Manager Administration folders).
„ When restoring data, you must ensure that “Restore over existing files” is
selected in the general properties for the restore job.
„ After you restore the Contact Center Manager Administration ADAM files
(Shadow Copy Components), the SymposiumWC service is stopped
automatically. You must manually restart the service after the restoration is
complete.

After restoring your data, you must perform the following tasks:
„ Manually reconfigure your Real-Time Reporting and Emergency Help
configuration settings. These settings must the same as they were prior to
the data restoration.
„ Reactivate scheduled assignments.
„ Launch the Historical Reporting component in Contact Center Manager
Administration. In the scheduled events window, select all scheduled
assignments and click Activate.
„ Launch the Contact Center Management component in Contact Center
Manager Administration. Open each scheduled assignment and
reactivate.
„ If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.

Installation and Maintenance Guide 1703

Resiliency (backup, restore, and disaster recovery) Standard 3.0

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

1704 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

Switching to the standby server in Agent

Desktop Display

If you have a replicating server installed, and if you configured your Agent
Desktop Display with IP addresses for standby servers, use the procedure below
to switch to the standby server in the event of a failure on the primary server.

To switch to the standby server in Agent Desktop Display

1 On each agent workstation, click Start > Programs > Agent Desktop
Displays > Server IP Addresses Configuration.
Result: The Server Configuration dialog opens.

2 Change the buttons to the appropriate standby server.

Note: The IP addresses of the Standby server are configured when Agent
Desktop Display is installed and configured on the client PC.

Installation and Maintenance Guide 1705

Resiliency (backup, restore, and disaster recovery) Standard 3.0

Changing the computer name after installation

Introduction
If you change the computer name of the Contact Center Manager Administration
server after installation, you must perform postchange tasks to successfully
connect to a Contact Center Manager Administration server with a new name.
The tips for changing the computer name and suggested postchange tasks vary
based on whether the server is coresident with Contact Center Manager Server
or stand-alone. See the appropriate scenario below for a list of the required tasks.

Changing the computer name of a stand-alone server

If you change the computer name of the Contact Center Manager Administration
server after you install the Contact Center Manager Administration software,
you must perform the following tasks to reset the name so that the Contact
Center Manager Server and the Contact Center Manager Administration
function properly:

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

1. An administrator or support technician must run the Contact Center

Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
SOAP processes will not function properly (because they still refer to the

1706 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

old computer name), and you will not be able to work with the components
that require SOAP functionality, such as Configuration. For details about
how to reset the SOAP files to reflect the new computer name, see “To run
the ChangeSOAPSrv utility” on page 1708.
2. An administrator must reset the IUSR_SWC account to reflect the new
computer name. For details, see “To reset the IUSR_SWC account to
reflect a new computer name,” on page 1709.
3. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For details, see “To reset the iceAdmin
password after a CCMA server name change,” on page 1714.
4. Update the url that refers to the Contact Center Manager Administration
server on all client PCs.

Changing the computer name of a coresident server

On a coresident server, after you change the computer name, you must perform
the following tasks to reset the name so that Contact Center Manager Server and
Contact Center Manager Administration function properly:

ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for your Contact Center
Manager Administration to function correctly. For information
about updating the DNS or the HOSTS table, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.

1. An administrator must run the Contact Center Manager Server Computer

Name Sync utility. For details, see the Contact Center Manager Server
Installation and Maintenance Guide.
2. An administrator or support technician must run the Contact Center
Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
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. For details about

Installation and Maintenance Guide 1707

Resiliency (backup, restore, and disaster recovery) Standard 3.0

how to reset the SOAP files to reflect the new computer name, see “To run
the ChangeSOAPSrv utility” on page 1708.
3. An administrator must reset the IUSR_SWC account to reflect the new
computer name. For details, see “To reset the IUSR_SWC account to
reflect a new computer name,” on page 1709.
4. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For details, see “To reset the iceAdmin
password after a CCMA server name change,” on page 1714.
5. If your Contact Center Manager Administration server is coresident with
the Contact Center Manager server, you must run the Contact Center
Manager Server Computer Name Sync utility. For details, see the Contact
Center Manager Server Installation and Maintenance Guide.
6. Update the url that refers to the Contact Center Manager Administration
server on all client PCs.

To run the ChangeSOAPSrv utility

If you have received a pop-up message indicating that you must run the
ChangeSOAPSrv utility, perform this procedure.
1 Make note of the path that appears in the message. If you have already
closed the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
2 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C: is the drive on which Contact
Center Manager Administration is installed.
3 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).

1708 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

4 Press Enter.
Result: A window appears, showing the updated SOAP files.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1709

Resiliency (backup, restore, and disaster recovery) Standard 3.0

5 Click the Directory Security tab.

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.

1710 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

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

Installation and Maintenance Guide 1711

Resiliency (backup, restore, and disaster recovery) Standard 3.0

9 Click Find Now.

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

1712 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

Installation and Maintenance Guide 1713

Resiliency (backup, restore, and disaster recovery) Standard 3.0

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.

To reset the iceAdmin password after a CCMA server name change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

1714 Nortel Contact Center Manager Administration

May 2006 Resiliency (backup, restore, and disaster recovery)

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain network PC, follow the steps below. If you do not want
to export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 8.

Installation and Maintenance Guide 1715

Resiliency (backup, restore, and disaster recovery) Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both times,
and then resets the password in all required components.

1716 Nortel Contact Center Manager Administration

Chapter 16

Working with CCMA events

In this chapter
Overview 1718
Configuring SNMP on the server 1720
Selecting the events to be forwarded 1723
Configuring the NMS 1730
Using the Windows Event Viewer 1731

Installation and Maintenance Guide 1717

Working with CCMA events Standard 3.0

Overview

Introduction
Events are log entries that record activities on Contact Center Manager
Administration, such as
„ sending or receiving messages
„ opening or closing applications
„ errors

Some events are for information purposes only, while others can indicate
problems. Events are categorized by severity.

Contact Center Manager Administration uses Simple Network Management

Protocol (SNMP) and Event to Trap Translator (both packaged with the
Windows 2003 operating system) to trap and forward Contact Center Manager
Administration events to the Network Management System (NMS). Use the
Windows Event Viewer to view the events.

This chapter explains how to configure the Windows Simple Network

Management Protocol (SNMP) on the server, and how to select events for
forwarding to the NMS using Event to Trap Translator.

Event severity
Events are assigned a default severity of Information, Minor, Major, or Critical.
The Alarm Monitor does not report Information-level events.

Information
These events indicate that something noteworthy has happened on the system,
but do not mean that there is a problem. For example, an information-level event
can indicate that a service has started or stopped. These events appear in the
Event Browser but not in the Alarm Monitor.

1718 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

Minor
These events indicate that a non-service-affecting fault condition exists and that
you must take corrective action to prevent a more serious fault. For example, a
minor event is generated when the file system is 90 percent full.

Major
These events indicate that a service-affecting condition has developed and an
urgent corrective action is required. The event condition can cause severe
degradation in server performance, and you must restore full capacity. For
example, a major event is generated when the file system is 100 percent full.

Critical
These events indicate that a service-affecting condition has occurred and an
immediate corrective action is required. Critical events are reported when a
component is completely out of service and you must take immediate action to
restore it. For example, a critical event is generated when the file system crashes.

Simple Network Management Protocol

Contact Center Manager Administration also supports Simple Network
Management Protocol (SNMP) traps. You can use SNMP to send events to a
Network Management System (NMS) on your network.

Installation and Maintenance Guide 1719

Working with CCMA events Standard 3.0

Configuring SNMP on the server

Introduction
Windows Server 2003 provides a Simple Network Management Protocol
(SNMP) agent, which runs as a service on the Contact Center Manager
Administration server. You can use this service to forward events to a Network
Management System (NMS) on your network. To do so, you must do the
following tasks:
„ Configure the Windows SNMP service on the server (see “To configure the
Windows SNMP service” on page 1720).
„ Select the types of events to be forwarded to the NMS (see “To select the
types of events to be forwarded” on page 1723).
„ Configure the NMS. For more information about configuring your NMS to
receive and interpret traps, consult your NMS documentation.

To configure the Windows SNMP service

1 Log on to the server as Administrator.
2 Click Start > Programs > Administrative Tools > Services.
Result: The Services window appears.
3 From the list of Services, select the SNMP Service.
4 Click Action > Properties.
Result: The SNMP Service Properties window appears.

1720 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

5 Click the Traps tab.

6 If no community name is defined, in the Community name box, type public.

7 Click Add to list.
8 To add the IP address of the NMS to which the server will send traps, click
Add.
Result: The SNMP Service Configuration window appears.

9 In the text box, type the IP address of the NMS.

10 Click Add.
Result: The SNMP Service Configuration window closes.
11 In the SNMP Service Properties window, click OK.
Result: The SNMP Service Properties window closes.
12 In the Services window, right-click the SNMP Trap Service.

Installation and Maintenance Guide 1721

Working with CCMA events Standard 3.0

13 From the resulting menu, click Start.

Result: The SNMP Trap Service starts.
14 Close the Services window.

1722 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

Selecting the events to be forwarded

Use the Event to Trap Translator (evntwin.exe) that is packaged with Windows
Server 2003 to select the events to be forwarded to the Network Management
System (NMS).

To select the types of events to be forwarded

1 Click Start > Run.
2 In the command box, type evntwin.
Result: The Event to Trap Translator window appears.

3 Under Configuration type, select Custom.

Installation and Maintenance Guide 1723

Working with CCMA events Standard 3.0

4 Click Edit.
Result: The Event Sources and Events are displayed in the lower section
of the window.

5 Under Event sources, click the Application folder.

Result: The Application folder expands.

1724 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

6 Click the CCMA folder.

Result: A list of Contact Center Manager Administration events is displayed
in the Events section of the window.

7 From the list of Contact Center Manager Administration events, double-click

the Contact Center Manager Administration event that you want to convert
to SNMP trap.
8 Click OK on the Properties dialog window if no change is required for the
Generate trap.
Note: The default setting is to generate trap if the event reaches 1.
Result: The selected event appears in the Events to the translated into
traps list in the upper section of the window.
9 Repeat steps 7 and 8 for each event that you want added to the list of
events to be translated into traps.
Note: For a list of recommended events to be translated into traps, see
“Recommended operating system events to be converted to SNMP traps”
on page 1726 and “Recommended Contact Center Manager
Administration events to be converted to SNMP traps” on page 1727.

Installation and Maintenance Guide 1725

Working with CCMA events Standard 3.0

Recommended operating system events to be converted to SNMP

traps
For a complete list of operating system event codes, refer to Appendix A, “Event
Codes.”

Event
Event ID Severity Source Description and mitigation

ISS Service 7031 Critical Service Description: The World Wide Web
Failure Control Publishing Service service terminated
Manager unexpectedly.
Mitigation: Specify a recovery action
of restart for the Service.

IIS Service 7031 Critical Service Description: The IIS Admin Service
Failure Control service terminated unexpectedly.
Manager Mitigation: Specify a recovery action
of restart for the Service.

ADAM Service 7031 Critical Service Description: The SymposiumWC

Failure Control service terminated unexpectedly.
Manager Mitigation: Specify a recovery action
of restart for the Service.

Real Time 7031 Major Service Description: The IceRTDService

Information Control service terminated unexpectedly.
Service Failure Manager Mitigation: Specify a recovery action
of restart for the Service.
ICE Assignment 7031 Major Service Description: The ICE Assignment
Service Failure Control service terminated unexpectedly
Manager Mitigation: Specify a recovery action
of restart for the Service.

Emergency 7031 Major Service Description: The IceEmHlpService

Help Service Control service terminated unexpectedly.
Failure Manager Mitigation: Specify a recovery action
of restart for the Service.

1726 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

Event
Event ID Severity Source Description and mitigation

License 7031 Major Service Description: The CCMA LMService

Manager Control service terminated unexpectedly.
Service Failure Manager Mitigation: Specify a recovery action
of restart for the Service.

Recommended Contact Center Manager Administration events to be

converted to SNMP traps
For a complete list of Contact Center Manager Administration event codes, refer
to Appendix A, “Event Codes.”.

Event ID Severity Source Description

101 Critical CCMA Registry key \SOFTWARE\Nortel\RTD can not

be created or opened!

102 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Transform Rate can
not be read!

103 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Output Rate can not
be read!

104 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Receive can not be read!

105 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Receive can not be written!
106 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP
Send can not be written!

107 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Transform Rate can
not be written!

Installation and Maintenance Guide 1727

Working with CCMA events Standard 3.0

Event ID Severity Source Description

108 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Output Rate can not
be written!

109 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Send can not be read!
110 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\OAM
Timeout can not be written!

111 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\OAM

Timeout can not be read!

112 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Tranmission Option
cannot be written!

113 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Tranmission Option
cannot be read!

119 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\Max

Unicast Sessions cannot be written!

120 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\Max

Unicast Sessions cannot be read!

121 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Compression cannot
be written!

122 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Compression cannot
be read!

125 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Multicast Filter
cannot be written!

1728 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

Event ID Severity Source Description

126 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Multicast Filter
cannot be read!

Installation and Maintenance Guide 1729

Working with CCMA events Standard 3.0

Configuring the NMS

After you configure SNMP on the server and select the events for forwarding,
you must configure the NMS to receive and interpret traps.

For information about configuring your NMS, refer to your NMS

documentation.

1730 Nortel Contact Center Manager Administration

May 2006 Working with CCMA events

Using the Windows Event Viewer

Use the Windows Event Viewer on the server to view events generated by the
Contact Center Manager Administration server. For more information about the
Event Viewer, refer to the documentation supplied with the Windows operating
system.

Installation and Maintenance Guide 1731

Working with CCMA events Standard 3.0

1732 Nortel Contact Center Manager Administration

Chapter 17

Working with domains and

workgroups

In this chapter
Overview 1734
Deciding between a workgroup and a domain 1736
Changing the network settings of your server from workgroup to domain 1738
Changing the network settings of your server from domain to workgroup 1745

Installation and Maintenance Guide 1733

Working with domains and workgroups Standard 3.0

Overview

Introduction
This chapter provides information that will help you decide whether to place
your Contact Center Manager Administration server in a workgroup or a
domain.

It also provides procedures for changing your server from a domain member to a
workgroup member and vice-versa.

Defining workgroups and domains

Domain
A domain is a grouping of accounts and network resources under a single
domain name and administrative boundary.

Workgroup
A workgroup is a more basic grouping, intended to help users find objects such
as printers and shared folders within that group.

Workgroups, domains and Contact Center Manager Administration

In previous releases of Symposium Web Client installed on Windows 2000, the
Symposium Web Client server had to be a domain controller. Having the
Symposium Web Client server as a member of a workgroup was not an option.

With Symposium Web Client 4.5 or Contact Center Manager Administration

installed on Windows 2003, you now have the option of placing your server in a
workgroup in addition to the option of placing your server in a domain.
However, there are some networking limitations when you place the Contact
Center Manager Administration in a workgroup. For example, you cannot
replicate ADAM if your Contact Center Manager Administration server is
placed in a workgroup.

1734 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

Domain group policies and the Contact Center Manager

Administration server
It is optional whether the Contact Center Manager Administration software
server 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 Contact Center
Manager Administration. 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 Contact Center
Manager Administration server.

Because Windows 2000 domain controllers do not have the additional Windows
Server 2003 security policies, when the Contact Center Manager Administration
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 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 Contact Center Manager
Administration server and combine this with the local server security policies for
an effective security setting.

You may need to adjust your group policies for Contact Center Manager
Administration or exclude the Contact Center Manager Administration server
from a specific group policy if conflicts are identified. For more information
about group policies and Contact Center Manager Administration, see the
Contact Center - Manager Security Guide. This guide is available to distributors
and channel partners who have access to the Partner Information Center web site
at www.nortel.com/pic.

Installation and Maintenance Guide 1735

Working with domains and workgroups Standard 3.0

Deciding between a workgroup and a domain

Introduction
If you place your Contact Center Manager Administration server in a domain,
your administration is centralized and you can access associated Windows
networking functionality.

If you place your Contact Center Manager Administration server in a

workgroup, you will lose some of the networking capabilities that are specific to
domains, but you will gain more local administration control of the server.

Whether your Contact Center Manager Administration server is part of a

workgroup or a domain will determine some of the network functions available
to you related to ADAM replication and report synchronization options.

The table lists the differences in networking functionality available when your
Contact Center Manager Administration server is part of a domain and when the
Contact Center Manager Administration server is part of a workgroup.

NETWORK
FUNCTIONALITY WORKGROUP DOMAIN

ADAM replication NOT AVAILABLE AVAILABLE

Report 2 options: 3 options:

synchronization
„ Local User Accounts „ Domain User Account
options
„ Everyone Group „ Local User Accounts
(IUS_SWC and
iceAdmin)
„ Everyone Group

If you decide to place your Contact Center Manager Administration server in a

workgroup, ADAM replication is not possible and your report synchronization
options cannot be configured to use the domain user account.

1736 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

Mixed workgroup and domain environments

You also have the option of placing the Contact Center Manager Server in a
workgroup or a domain.

There are no issues when configuring your Contact Center Manager

Administration server and your Contact Center Manager Server in mixed
workgroup and domain environments. That is, you can place your Contact
Center Manager Administration server in a domain and place your Contact
Center Manager Server in a workgroup and vice-versa with no negative effect on
Contact Center Manager Administration functionality.

Installation and Maintenance Guide 1737

Working with domains and workgroups Standard 3.0

Changing the network settings of your server

from workgroup to domain

It is possible to change the network settings of your Contact Center Manager

Administration server from workgroup to domain with no negative effect on
your Contact Center Manager Administration server.

If you change your Contact Center Manager Administration from a workgroup

member to a domain, you can access the following network functionality:
„ ADAM replication
„ Report synchronization can be configured to use the Domain User Account

To add the server to an existing domain

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

1738 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

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.

Installation and Maintenance Guide 1739

Working with domains and workgroups Standard 3.0

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: A window appears asking you for a name and password with
permission to join the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Synchronizing the user report templates

When the Contact Center Manager Administration server is moved from
workgroup to domain, you must ensure that the user imported report templates
are synchronized.

You have three options for ensuring that the user imported report templates are
synchronized after moving the Contact Center Manager Administration server
from workgroup to domain.

1740 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

Option 1: Replace the Contact Center Manager Administration IIS

directory service account with the domain account
To replace the Contact Center Manager Administration IIS directory service
account with the domain account, complete the following tasks:
1. On the Contact Center Manager Administration server, complete the
procedure “To set the directory security account of the server default web
site to the network domain account” on page 194.
2. On the network PC, share the network folder with read permissions for the
domain security account. For details see, “Option 2: To share the network
folder with Read permissions for the domain/directory security account
used for Contact Center Manager Administration server:” on page 204.
3. Revoke the share permissions from the IUSR_SWC and iceAdmin
accounts on the report folders on the network PC (if applicable).
4. Revoke the share permissions from the “Everyone” group on the shared
folder on the network PC.
5. Disable Guest account from the network PC.
6. Remove the local IUSR_SWC and iceAdmin accounts from the network
PC.

Option 2: Continue to use the read permission for local IUSR_SWC

and iceAdmin accounts on the network PC
If you choose this option, no changes are required on the Contact Center
Manager Administration or the network PC.

Option 3: Continue to use read permission for “Everyone” group on

the network PC
If you choose this option, no changes are required on the Contact Center
Manager Administration or the network PC.

Note: If the network PC is on the workgroup, the synchronization of reports

may not work.

Installation and Maintenance Guide 1741

Working with domains and workgroups Standard 3.0

Setting up a domain account for exporting scheduled reports to a

domain server
If you want to export scheduled reports to a domain network PC, you must set
up a domain account in the iceAdmin Password Change Utility on the Contact
Center Manager Administration server.

Notes:

Before you perform this procedure:

„ The Contact Center Manager Administration server must be a member of
the network domain and cannot be a member of a workgroup.
„ You must be logged on as a user with administrator privileges.

To set up a domain account in the iceAdmin Password Change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

1742 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

3 Click the IceAdmin Password Change folder in the left pane.

Result: The IceAdmin Password Change window appears.
4 In the right pane, click the IceAdmin Password Change icon.
Result: The iceAdmin Password Change window appears.

5 Click Domain Account.

Result: The Optional Domain Account Setup window appears.

6 In the Select Domain Name field, select the name of the domain that you
want to add from the drop-down menu.

Installation and Maintenance Guide 1743

Working with domains and workgroups Standard 3.0

a. In the Enter Domain Account field, enter the domain account.

Note: Obtain the domain account name and password from your
network administrator.
b. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
c. In the Confirm Domain Account Password field, reenter the domain
account password.
d. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
7 Click OK.
8 Close all windows to complete the procedure.

1744 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

Changing the network settings of your server

from domain to workgroup

If you change your Contact Center Manager Administration from a domain

member to a workgroup member, the following network restrictions will apply:
„ ADAM replication is no longer possible.
„ Report synchronization can no longer be configured to use Domain User
Account. If your report synchronization is configured for this option, you
must change the configuration settings for report synchronization to either
Everyone Group or Local User Account.

To delete the domain account configuration using the iceAdmin

Password Change Utility
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.

2 In the left pane, navigate to the IceAdmin Password Change folder by

clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

Installation and Maintenance Guide 1745

Working with domains and workgroups Standard 3.0

3 Click the IceAdmin Password Change folder in the left pane.

Result: The IceAdmin Password Change window appears.
4 In the right pane, click the IceAdmin Password Change icon.
Result: The iceAdmin Password Change window appears.

5 Click Domain Account.

Result: The Optional Domain Account Setup window appears.

6 Click Delete.
Result: The system deletes the domain account and reverts the scheduled
report account to iceAdmin.
7 Click OK.

1746 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

8 Close all windows to complete the procedure.

To change the server from a domain member to a workgroup member

1 Click Start > Control Panel > System.
Result: The System Properties window opens.

Installation and Maintenance Guide 1747

Working with domains and workgroups Standard 3.0

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

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

Result: The Computer Name Changes window appears.

1748 Nortel Contact Center Manager Administration

May 2006 Working with domains and workgroups

4 In the Computer Name Changes window, you can change the computer’s
name and its domain or workgroup affiliation. Click the Workgroup option
button, and then type the name of the workgroup.
5 Click OK.
Result: A window appears asking you for a name and password with
permission to remove the computer from the domain.

6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system has processed your change successfully, a
window will appear welcoming you to the workgroup that you specified.
8 Restart the server when prompted to do so.
Result: The server restarts.
Note: If you had previously configured a domain account in the iceAdmin
Password Change and did not delete the domain account configuration
settings from the iceAdmin Password Change Utility before switching to a
workgroup, a warning message appears when you restart. This message
informs you that report jobs will be activated using the local iceAdmin
account. If this warning message appears, click OK to start.

Synchronizing the user report templates

When the Contact Center Manager Administration server is moved from domain
to workgroup, you must ensure that the user imported report templates are
synchronized.

Installation and Maintenance Guide 1749

Working with domains and workgroups Standard 3.0

Replacing the Contact Center Manager Administration IIS directory

security account with the Windows local user account
Complete the following tasks:
1. On the Contact Center Manager Administration server, complete the
procedure “To add the IUSR_SWC account as the anonymous user account
for IIS” on page 135.
2. On the network PC, complete the procedure “Creating a shared network
folder (Contact Center Manager Administration server part of a
workgroup)” on page 185.

1750 Nortel Contact Center Manager Administration

Chapter 18

Managing security

In this chapter
Overview 1752
Configuring Data Execution Prevention 1754
Using Security Configuration Wizard and enabling Windows Firewall 1757
Configuring Internet Explorer 1792
Installing and Configuring URLScan 1797
Enabling Secure Sockets Layer on the CCMA server 1803
Applying security patches to the CCMA server 1810
Activate the Nortel Contact Center Security Template 1812

Installation and Maintenance Guide 1751

Managing security Standard 3.0

Overview

Introduction
This section includes required and optional procedures that you can perform to
increase the level of security on the Contact Center Manager Administration
server. It does not include information about security issues that are external to
the Contact Center Manager Administration server (for example, firewall setup
and configuration).

To help safeguard the Contact Center Manager Administration server against

security threats, such as unauthorized individuals trying to access restricted
information or authorized users accidentally altering or deleting files, you must
identify and configure the correct security settings for the server.

Where possible, Contact Center Manager Administration adheres to Microsoft

published guidelines about securing Internet Information Server (IIS). However,
because security policies vary from organization to organization, it is impossible
to provide security recommendations that suit all businesses. The following
security recommendations conform to best practice policies where possible,
within the scope of the technology being used.

Security procedures included in this section

This section includes the following security procedures:
„ configuring Data Execution Prevention (required)
„ using Security Configuration Wizard and enabling Windows Firewall
(optional)
„ configuring Internet Explorer (required)
„ installing, configuring, and enabling URLScan (optional)
„ enabling Secure Sockets Layer (SSL) on the Contact Center Manager
Administration server (optional)

1752 Nortel Contact Center Manager Administration

May 2006 Managing security

Notes:
„ The default installation of Windows Server 2003 on a newly partitioned
server does not include the Everyone group. However, if you have
installed the operating system on a partition that contains previous
operating system elements, then you must manually remove this
account. For details, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.
„ Unlike in Windows 2000 Server, in which you can optionally replace
the default anonymous Internet user account with an account of your
choice, in Windows Server 2003 you must manually change the default
anonymous Internet guest account to the IUSR_SWC account after you
install Contact Center Manager Administration. Because this procedure
is mandatory, it is covered in the installation section. For details, see
“Step 11. Add the IUSR_SWC account as the anonymous user account”
on page 135.
„ For security information related to cookies, see “To configure Internet
Explorer 6.0 on the client PC” on page 258.
„ To ensure that your Internet browser cache settings are set correctly,
follow the appropriate procedure for configuring your version of
Internet Explorer. See “Step 3. Configure Internet Explorer” on page
255 for details.

Installation and Maintenance Guide 1753

Managing security Standard 3.0

Configuring Data Execution Prevention

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

Data Execution Prevention (DEP) is a set of hardware and software technologies

that perform additional checks on memory to protect against malicious code
exploitation. In the latest supported service pack for Windows Server 2003, DEP
is enforced by both hardware and software.

In order for Contact Center Manager Administration to function correctly, you

must change the default DEP settings to be turned on for essential Windows
programs and services only.

To configure Data Execution Prevention (DEP) on the Contact Center

Manager Administration server
Note: Nortel recommends that you perform this procedure before you install
Contact Center Manager Administration.
1 Log on to Windows as Administrator.
2 Click Start > Control Panel > System.

1754 Nortel Contact Center Manager Administration

May 2006 Managing security

Result: The System Properties window opens.

3 Click the Advanced tab.

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

Installation and Maintenance Guide 1755

Managing security Standard 3.0

Result: The Performance Options window opens.

5 In the Performance Options window, click the Data Execution
Prevention tab.
Result: The Data Execution Prevention tab opens.

6 On the Data Execution Prevention tab, select Turn on DEP for essential
Windows programs and services only.
7 Click OK.
Result: A warning window appears notifying you that you must restart the
computer for changes to take effect.
8 Click OK.
Result: The System Properties window reappears.
9 Click OK to exit the System Properties window.
10 Restart the server to activate the change to the Data Execution Prevention
settings.

1756 Nortel Contact Center Manager Administration

May 2006 Managing security

Using Security Configuration Wizard and

enabling Windows Firewall

Introduction
Windows Server 2003 with the latest supported service pack contains new
security enhancements that impact Contact Center Manager Administration.
„ Security Configuration Wizard allows you to configure server security
based on existing server roles. The wizard identifies and stops services
which are not required to perform existing server roles which reduces
Windows 2003 exposure to attack.
„ Windows Firewall is the successor to Internet Connection Firewall.
Windows Firewall is a host (or software) firewall around each client and
server in the network. You must ensure that Windows Firewall is enabled
in order that it can protect your network systems.

Nortel recommends that you install and run the Security Configuration Wizard
on the Contact Center Manager Administration server after Contact Center
Manager Administration is successfully installed and configured (including the
required multicast and unicast configurations).

To ensure Security Configuration Wizard is installed on your server

Note: Depending on your version of service pack for Windows 2003, the
Security Configuration Wizard may or may not be installed by default on the
operating system. Perform the following procedure to ensure Security
Configuration Wizard is installed.
1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove programs window appears.
2 In the left pane, click Add/Remove Windows Components.
Result: The Windows Components Wizard opens.
3 In the list of components, find Security Configuration Wizard.
4 If the checkbox next to Security Configuration Wizard is selected, then
Security Configuration Wizard is installed and you can proceed to “To use

Installation and Maintenance Guide 1757

Managing security Standard 3.0

Security Configuration Wizard to secure the server” on page 1758. If the

checkbox next to Security Configuration Wizard is not selected, proceed to
step 5.
5 In the list of components, select Security Configuration Wizard.
6 Click Next.
Result: The Configuring Components window appears, followed by the
Completing the Windows Components Wizard.

7 Click Finish.
8 Close all windows to complete the procedure.

To use Security Configuration Wizard to secure the server

1 Log on to Windows as Administrator.
2 Click Start > Administrative Tools > Security Configuration Wizard.
Note: Security Configuration Wizard is not installed by default in all
versions of Windows service packs. To install the Security Configuration

1758 Nortel Contact Center Manager Administration

May 2006 Managing security

Wizard, refer to “To ensure Security Configuration Wizard is installed on

your server” on page 1757.
Result: The Welcome to Security Configuration Wizard window appears.

Installation and Maintenance Guide 1759

Managing security Standard 3.0

3 Click Next.
Result: The Configuration Action window appears.

4 Select Create a new security policy.

1760 Nortel Contact Center Manager Administration

May 2006 Managing security

5 Click Next.
Result: The Select Server window appears.

6 In the Server field, ensure your local computer name is selected.

7 Click Next.
Result: A progress bar appears indicating that the system is processing.

Installation and Maintenance Guide 1761

Managing security Standard 3.0

8 When processing is complete, click Next.

Result: The Role-Based Server Configuration window appears.

1762 Nortel Contact Center Manager Administration

May 2006 Managing security

9 Click Next.
Result: The Select Server Roles window appears.

10 In the list of installed roles, ensure the following roles are selected:
„ ASP.NET session state server
„ Web server

Installation and Maintenance Guide 1763

Managing security Standard 3.0

11 Click Next.
Result: The Select Client Features window appears,

1764 Nortel Contact Center Manager Administration

May 2006 Managing security

12 Click Next.
Result: The Select Administration and Other Options window appears.

13 In the list of installed options, ensure the following options are selected:
„ Print
„ Task Scheduler

Installation and Maintenance Guide 1765

Managing security Standard 3.0

14 Click Next.
Result: The Select Additional Services window appears.

15 In the list of additional services that the selected server requires, ensure the
following services are selected:
„ CCMA ICEEmHlpService
„ CCMA IceRTDService
„ CCMA LMService
„ Crystal Report Application Server
„ pcAnywhere Host Service
Note: pcAnywhere Host Service exists if pcAnywhere is installed.
„ SymposiumWC

1766 Nortel Contact Center Manager Administration

May 2006 Managing security

16 Click Next.
Result: The Handling Unspecified Services window appears.

Installation and Maintenance Guide 1767

Managing security Standard 3.0

17 Click Next.
Result: The Confirm Service Changes window appears.

1768 Nortel Contact Center Manager Administration

May 2006 Managing security

18 Click Next.
Result: The Network Security window appears.

19 On the Network Security window, ensure that the checkbox next to Skip
this section is cleared.

Installation and Maintenance Guide 1769

Managing security Standard 3.0

20 Click Next.
Result: The Open Ports and Approve Applications window opens.

21 Click Add.
Result: The Add Port or Application window opens.

22 In the Port number field, type 137.

23 Under Protocols, select UDP.
24 Click OK.

1770 Nortel Contact Center Manager Administration

May 2006 Managing security

25 In the list of ports to open, select the following ports:

Note: If the ports do no appear in the list, you must add them to the list by
using the Add button.
„ 80 (HTTP)
„ 443 (HTTPS)
Port 443 is only required if SSL is configured for Contact Center
Manager Administration
„ 3389 (Remote Desktop Protocol)
Port 3389 is only required if Remote Desktop Connection is used as the
Remote Access tool
„ Ports used by pcAnywhere Host Service
„ Ports used by Crystal Report Application Server (1566/TCP)
„ Ports used by SymposiumWC (389/TCP, 636/TCP, and one other
non static port/TCP)
„ Ports used by CCMA ICEEmHlpService (non-static port number/TCP)
„ Ports used by CCMA IceRTDService (6020/UDP, 6030/UDP, 6040/
UDP, 6050/UDP, 6060/UDP, 6070/UDP, 6080/UDP, 6090/UDP, 6100/
UDP, 6110/UDP, 6120/UDP, 6130/UDP)
These are the multicast ports. If Unicast ports are required, Unicast
needs to be configured in the Contact Center Manager Administration
Configuration component before you run the Security Configuration
Wizard.
„ Ports used CCMA LMService
This option may not be selected by default.

Installation and Maintenance Guide 1771

Managing security Standard 3.0

26 Click Add.
Result: The Add Port or Application window opens.

27 On the Add Port or Application window, select the Approve Application

tab.
Result: The Approve Application tab opens.

28 Use the Browse button to select the following application path:

„ <install drive>: Program Files\Nortel
Networks\Wclient\Server\NBNmSrvc.exe
29 When the path appears in the Application path field on the Approve
Application tab, click OK.
Result: The Open Ports and Approve Applications window reappears.

1772 Nortel Contact Center Manager Administration

May 2006 Managing security

30 Click Add.
Result: The Add Port or Application window opens.

31 On the Add Port or Application window, select the Approve Application

tab.
Result: The Approve Application tab opens.

32 Use the Browse button to select the following application path:

„ <install drive>: Program Files\Internet Explorer\iexplorer.exe
33 When the path appears in the Application path field on the Approve
Application tab, click OK.
Result: The Open Ports and Approve Applications window reappears.

Installation and Maintenance Guide 1773

Managing security Standard 3.0

34 Click Next.
Result: The Confirm Port Configuration window appears.

1774 Nortel Contact Center Manager Administration

May 2006 Managing security

35 Click Next.
Result: The Registry Settings window appears.

36 On the Registry Settings window, ensure that the checkbox next to Skip
this section is cleared.

Installation and Maintenance Guide 1775

Managing security Standard 3.0

37 Click Next.
Result: The Require SMB Security Signature window appears.

1776 Nortel Contact Center Manager Administration

May 2006 Managing security

38 Click Next.
Result: The Outbound Authentication Methods windows appears.

Installation and Maintenance Guide 1777

Managing security Standard 3.0

39 Click Next.
Result: The Inbound Authentication Methods window appears.

1778 Nortel Contact Center Manager Administration

May 2006 Managing security

40 Click Next.
Result: The Registry Settings Summary window appears.

Installation and Maintenance Guide 1779

Managing security Standard 3.0

41 Click Next.
Result: The Audit Policy window opens.

42 On the Audit Policy window, ensure that the checkbox next to Skip this
section is cleared.

1780 Nortel Contact Center Manager Administration

May 2006 Managing security

43 Click Next.
Result: The System Audit Policy window appears.

Installation and Maintenance Guide 1781

Managing security Standard 3.0

44 Click Next.
Result: The Audit Policy Summary window appears.

1782 Nortel Contact Center Manager Administration

May 2006 Managing security

45 Click Next.
Result: The Internet Information Services window appears.

46 On the Internet Information Services window, ensure that the checkbox

next to Skip this section is cleared.

Installation and Maintenance Guide 1783

Managing security Standard 3.0

47 Click Next.
Result: The Select Web Service Extensions for Dynamic Content window
appears.

48 In the list of Web service extensions that the selected server requires,
ensure the following extensions are selected.
„ Active Server Pages
„ ASP.NET

1784 Nortel Contact Center Manager Administration

May 2006 Managing security

49 Click Next.
Result: The Select Virtual Directories to Retain window appears.

Installation and Maintenance Guide 1785

Managing security Standard 3.0

50 Click Next.
Result: The Prevent Anonymous Users from Accessing Content Files
window appears.

1786 Nortel Contact Center Manager Administration

May 2006 Managing security

51 Click Next.
Result: The IIS Summary window appears.

Installation and Maintenance Guide 1787

Managing security Standard 3.0

52 Click Next.
Result: The Save Security Policy window appears.

1788 Nortel Contact Center Manager Administration

May 2006 Managing security

53 Click Next.
Result: The Security Policy File name window appears.

54 In the Security policy file name field, append a file name to the default
policy directory (for example, CCMA 6.0 SCW Policy).
55 Type a short description in the Description field,
56 Click Next.
Result: The Security Configuration Wizard Warning window appears
warning that you must reboot the server after applying the policy.

Installation and Maintenance Guide 1789

Managing security Standard 3.0

57 Click OK.
Result: The Apply Security Policy window appears.

58 Select Apply now.

59 Click Next.
Result: Security Configuration Wizard applies the security policy.

1790 Nortel Contact Center Manager Administration

May 2006 Managing security

60 When the progress bar shows Application complete, click Next.

Result: The Completing the Security Configuration Wizard window
appears.

61 Click Finish.
62 Reboot your server to activate the new security policy.

Additional Windows Firewall manual exceptions

Security Configuration Wizard configures Windows Firewall by scanning all
currently running services and acquired ports. Some Contact Center Manager
utilities (for example, TraceControl utility) do not run at all the times and
therefore may not be added to the Windows Firewall when you run Security
Configuration Wizard. Nortel recommends that you manually add the program
to the Windows Firewall exception list if you are prompted when you launch the
program.

Installation and Maintenance Guide 1791

Managing security Standard 3.0

Configuring Internet Explorer

Introduction
The latest supported service pack for Windows Server 2003 contains several
security enhancements to Internet Explorer. These new Internet Explorer
security enhancements can impact Contact Center Manager Administration 6.0
client operation if Internet Explorer is not configured properly.

Configure Internet Explorer with the following settings on all servers using
Windows Server 2003 with the latest supported service pack that are used to
launch Contact Center Manager Administration client sessions.

1792 Nortel Contact Center Manager Administration

May 2006 Managing security

To configure Internet Explorer on application and client servers using

Windows Server 2003 with the latest supported service pack
Note: For client PCs, these configuration settings are in addition to the
configuration settings detailed in “Step 3. Configure Internet Explorer” on page
255.
1 Start Internet Explorer 6.0 or later.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.

Installation and Maintenance Guide 1793

Managing security Standard 3.0

3 Click the Security tab.

Result: The Security tab opens.

4 Click the Trusted Sites icon.

Result: The Trusted Sites information appears in the window.

1794 Nortel Contact Center Manager Administration

May 2006 Managing security

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.

6 Under the .NET Framework-reliant components heading, ensure that

Enable or Disable is selected for the following:
„ Run components not signed with Authenticode
„ Run components signed with Authenticode
Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following:
„ Automatic prompting for ActiveX controls
Under the Downloads heading, ensure that Enable is selected for the
following:
„ Automatic prompting for file downloads
7 Click OK.
Note: If you have enabled any ActiveX options, a message box appears,
asking you to confirm your choice. Click Yes.
Result: The Internet Options window reappears.
8 Click OK to exit the Internet Options window.

Installation and Maintenance Guide 1795

Managing security Standard 3.0

9 On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up
Blocker Settings.
Result: The Pop-up Blocker settings window appears.

10 In the Address of Web site to allow field, type the Contact Center
Manager Administration website address (for example, http://pbrwd0p0)
11 Click Add.
12 Click Close.
13 Restart Internet Explorer to activate your changes.

1796 Nortel Contact Center Manager Administration

May 2006 Managing security

Installing and Configuring URLScan

Introduction
The following two Microsoft tools enable you to add additional security features
to an IIS web server, such as the Contact Center Manager Administration server:
„ IIS Lockdown
„ URLScan

The default installation of Windows Server 2003 includes IIS 6.0, which has
built-in IIS Lockdown functions. On this operating system, therefore, you do not
have to install IIS Lockdown separately, as is required with previous versions of
IIS. However, if you want to use the additional functionality and features of
URLScan, or simply maintain your current security setup, you may want to
download and install the URLScan tool (version 2.5 or later) with IIS 6.0.

The procedure in this section illustrates how to download and install the
URLScan tool. This is an optional procedure that lets you further secure the
Contact Center Manager Administration server.

About URLScan and Windows Server 2003

URLScan is a Microsoft tool that can provide additional security for your server
when used in conjunction with the IIS Lockdown feature of IIS 6.0. It restricts
the type of HTTP requests that the server will process, and the types of file
transfers that are allowed to and from the server. For example, URLScan does
not allow users to download files with the .exe extension from the Contact
Center Manager Administration server.

For more information about URLScan, refer to www.microsoft.com.

Installation and Maintenance Guide 1797

Managing security Standard 3.0

Note: The default URLScan configuration blocks the transfer of all files with
the .exe extension. Therefore, when this feature is enabled, administrators
cannot download the Contact Center Manager Configuration Tool spreadsheets
(which have an .exe extension), nor can they automatically upgrade the version
of the Agent Desktop Display software that is installed on the client PCs, as this
process also requires the downloading of an .exe file from the Contact Center
Manager Administration server.

Nortel recommends that you download all the needed configuration templates to
the required PC and upgrade all the Agent Desktop Display client PCs prior to
enabling URLScan on the Contact Center Manager Administration server.
Alternatively, if you need to download a spreadsheet (or another .exe file) while
URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow
this activity, provided that it conforms to your company’s security policy. For
more information, see “To temporarily edit the urlscan.ini file” on page 1800.

IIS 6.0 and the Contact Center Manager Administration server

The risk of IIS security vulnerability on the Contact Center Manager
Administration server is minimal for the following reasons:
„ The Contact Center Manager Administration server IIS component is only
used for the Contact Center Manager Administration application and is not
shared with other web applications.
„ The Contact Center Manager Administration server IIS component is used
within the customer’s intranet environment and is not exposed to a regular
Internet environment.
„ Anyone who accesses the Contact Center Manager Administration IIS
contents must first go through valid Contact Center Manager
Administration user logon and password authentication.

In spite of these inherent security features, Nortel acknowledges that some

customers have security policies that may require that IIS Lockdown and
URLScan be installed and configured on the Contact Center Manager
Administration server.

1798 Nortel Contact Center Manager Administration

May 2006 Managing security

To install URLScan (Windows Server 2003)

Nortel has verified the following configuration to ensure its compatibility with
the proper Contact Center Manager Administration server operation. Therefore,
if you choose to alter this recommended configuration to meet specific customer
requirements, note that Nortel has not verified the impact of such a change on
the Contact Center Manager Administration server. Customers who deviate from
the recommended URLScan configuration must test their configuration with
Contact Center Manager Administration in a non-production environment
before putting the configuration online.

Note: Nortel recommends that you do not use the Contact Center Manager
Administration server to download files directly from the Internet because this
can pose a security risk. Instead, download the required file to another computer,
check the file to ensure that is virus-free, and then transfer the file to the Contact
Center Manager Administration server.
1 On a computer other than the Contact Center Manager Administration
server, open Internet Explorer.
2 In Internet Explorer, navigate to the following Microsoft web page:
www.microsoft.com/downloads/details.aspx?FamilyId=23D18937-DD7E-
4613-9928-7F94EF1C902A&displaylang=en
Result: The URLscan 2.5 Install Package page appears.
3 Click Download.
Result: The File Download window appears, enabling you to open the
installation program immediately, or save the installation file to disk.
4 Click Save, and then navigate to the folder in which you want to save the
file setup.exe.
5 After the file is saved, scan the file to ensure that it is virus-free.
6 Transfer the setup.exe file to the folder of your choice on the Contact
Center Manager Administration server.
7 Double-click the setup.exe file.
Result: The license window appears.

Installation and Maintenance Guide 1799

Managing security Standard 3.0

8 Click Yes.
Result: The program installs the URLScan software, and then the
URLScan Installer window appears, notifying you that it was successfully
installed.
9 Click OK.

What’s next?
You must edit the urlscan.ini file to allow files with the .asp extension to be
transferred from the Contact Center Manager Administration server, a
requirement for proper Contact Center Manager Administration functionality.
Optionally, you can also edit this file to allow the transfer of files with the .exe
extension (so users can download the Contact Center Manager Configuration
Tool spreadsheets).

To temporarily edit the urlscan.ini file

When you install URLScan 2.5 on a server that is running Windows Server
2003, the default installation of the software blocks files with the .asp extension
on the Contact Center Manager Administration server, which prevents Contact
Center Manager Administration from functioning properly. To correct this
problem, you must edit the urlscan.ini file to allow files with the .asp extension
to be used on the Contact Center Manager Administration server.

The default installation of URLScan also prevents users from downloading files
with the .exe extension from the Contact Center Manager Administration server.
Because the Contact Center Manager Configuration Tool spreadsheets have the
.exe extension, administrators cannot download these spreadsheets when the
URLScan features are enabled, nor can they automatically upgrade the version
of the Agent Desktop Display software that is installed on the client PCs, as this
process also requires the downloading of an .exe file from the Contact Center
Manager Administration server.

Nortel recommends that you download all the needed configuration templates to
the required PC and upgrade all the Agent Desktop Display client PCs prior to
enabling URLScan on the Contact Center Manager Administration server.

1800 Nortel Contact Center Manager Administration

May 2006 Managing security

If you need to download a spreadsheet (or another .exe file) while URLScan is
enabled, then you can temporarily alter the urlscan.ini file to allow this activity,
provided that it conforms to your company’s security policy. After users have
finished downloading the required files, edit and save this file again to return the
security settings to their default state.
1 On the Contact Center Manager Administration server, open the urlscan.ini
file with a text editor, such as Notepad. The default location for this file is
C:\Windows\system32\inetsrv\urlscan\
where C is the drive on which you installed the operating system.
2 In this file, locate the section beginning with [DenyExtensions].

3 Within this section of the file, locate and comment out the value .asp
(shown in the figure Notepad) by typing a semi-colon (;) before this value.

Installation and Maintenance Guide 1801

Managing security Standard 3.0

4 Save the file.

Result: Users can download and use files with the .asp extension, as
required for proper Contact Center Manager Administration functionality.
Optionally, you can now perform the same procedure to allow files with the
.exe extension to be downloaded from the Contact Center Manager
Administration server by continuing with the following steps. (If you do not
want to allow users to download files with the .exe extension, you can now
close the urlscan.ini file.)
5 Within the same section of the file, locate and comment out the value .exe
(also shown in the figure Notepad) by typing a semi-colon (;) before this
value.
6 Save the file.
Result: Users can download the Contact Center Manager Configuration
Tool spreadsheets (and any other file with an .exe extension) from the
Contact Center Manager Administration server.
7 Restart IIS to register your changes to the URLScan file.
8 When the users have finished downloading the required files, you must
return the security settings to normal by opening the urlscan.ini file again
and reentering the value .exe in the same position or remove the comment
before the .exe.
9 Save the file and restart the IIS.
Result: Users can no longer download files with an .exe extension.

1802 Nortel Contact Center Manager Administration

May 2006 Managing security

Enabling Secure Sockets Layer on the CCMA

server

Introduction
Secure Sockets Layer (SSL) is the industry standard for secure network
communications. SSL uses encryption that cannot be deciphered without a key
between the client computer and the server.

SSL is best used for private data that is sent between the client and server (for
example, authentication credentials, credit card numbers, and so on). Because
SSL uses complex encryption, it requires considerable processor resources, and,
as a result, it takes much longer to send and retrieve data from an SSL-enabled
server. Therefore, enable SSL only on web pages (ASP pages) that send and
receive sensitive information.

Note: You do not have to enable SSL on the Contact Center Manager
Administration server; this is an optional procedure that you can perform if you
think that leaving this feature disabled poses a security risk to your organization.

To enable SSL on the Contact Center Manager Administration server, you must
perform the following two procedures:
1. Obtain and install a digital Web Server Certificate for the Contact Center
Manager Administration IIS default web site.
2. Enable SSL on specific Contact Center Manager Administration files.
3. On the client PC, add https://<Contact Center Manager Administration
Server Name> as a trusted site in Internet Explorer in addition to http://
<Contact Center Manager Administration Server Name>.

Obtaining and installing a digital Web Server Certificate

Because obtaining and installing a digital Web Server Certificate is a standard
Microsoft procedure, this guide does not include the step-by-step details. For
further information about certificates and installation instructions, see the
Microsoft web site at www.microsoft.com.

Installation and Maintenance Guide 1803

Managing security Standard 3.0

In IIS, you install the certificate on the default web site (where the Symposium
Web Client virtual directories are installed) by using the Web Server Certificate
Wizard to request a new certificate from an online Certification Authority (CA),
such as VeriSign. When you run the wizard, you can send the request online or
save the request file to disk and send it to the CA later. When you receive a
response from the CA, you can start the wizard again to complete the certificate
installation.

Web sites containing further information about digital certificates

At the time of publication, you can consult the following Microsoft web pages
for further information about SSL:
„ For general information about SSL, see http://support.microsoft.com/
default.aspx?scid=kb;EN-US;q245152.
„ For more information about obtaining a server certificate, see
http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849.
„ For more information about enabling SSL on Windows 2000, see
http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/
connectivity_1s4w.asp.

Tasks for which you can enable SSL on the Contact Center Manager
Administration server
You can only enable SSL for the following Contact Center Manager
Administration tasks, not for the entire web site:
„ logging on to the Contact Center Manager Administration server
„ changing the logon password

See the following procedure for a list of the specific Contact Center Manager
Administration files on which you enable SSL.

1804 Nortel Contact Center Manager Administration

May 2006 Managing security

To enable SSL on the Contact Center Manager Administration server

After you have obtained and installed the certificate on the Contact Center
Manager Administration default web site, enable SSL on the following files in
the Default Web Site directory:
„ Authenticate.asp
„ ChgPasswd.asp
„ Default.asp
„ PwdMain.asp
„ PwdSave.asp
1 Click Start > All Programs > Administrative Tools > Internet
Information Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.
2 In the left pane, double-click the <computer name> heading.
Result: The heading expands to reveal a series of folders.
3 Double-click the Web Sites folder.
Result: The heading expands to reveal a series of folders.
4 Double-click the Default Web Site heading.

Installation and Maintenance Guide 1805

Managing security Standard 3.0

5 In the right pane, scroll down to the bottom to locate the series of .asp files
listed under the Default Web Site heading above.

1806 Nortel Contact Center Manager Administration

May 2006 Managing security

6 Starting with Authenticate.asp, right-click the file and select Properties.

Result: The <file name> Properties window appears.

7 Click the File Security tab.

Installation and Maintenance Guide 1807

Managing security Standard 3.0

8 Under the Secure Communications heading, click Edit.

Result: The Secure Communications window appears.

9 Click to select the check box beside Require secure channel (SSL).
10 Click OK.
11 Perform steps 4 to 8 for each of the files listed at the beginning of this
procedure. When you are finished, close the Internet Information Services
(IIS) Manager window.
12 After you have enabled SSL for each of the files, in an Internet Explorer
browser window, click Tools > Internet Options.
13 Click the Advanced tab.
14 Scroll down to the bottom of the Settings box until you see the Security
section.
15 Select the Warn if changing between secure and not secure mode
option.
Note: If you do not want to receive a warning message each time you log
on to Contact Center Manager Administration, then leave this option
cleared.
16 Click OK.
17 On the client PC, add https://<Contact Center Manager Administration
Server Name> as a trusted site in Internet Explorer on the client PC in

1808 Nortel Contact Center Manager Administration

May 2006 Managing security

addition to http://<Contact Center Manager Administration Server Name>.

For more information about adding websites as a trusted site in Internet
Explorer, refer to “To configure Internet Explorer 6.0 on the client PC” on
page 258.

Installation and Maintenance Guide 1809

Managing security Standard 3.0

Applying security patches to the CCMA server

Introduction
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 Contact Center Manager Administration does not function properly

after you apply a Microsoft security patch, then you must remove the patch and
revert to the previous version of Contact Center Manager Administration (from
the backup you made before applying the patch). For added security, always

1810 Nortel Contact Center Manager Administration

May 2006 Managing security

check to see if Nortel has already verified the Microsoft patch for its
compatibility with Contact Center Manager Administration by going to the
Contact Center Portfolio Service Packs Compatibility and Security Hotfixes
Applicability List at www.nortel.com.

Installation and Maintenance Guide 1811

Managing security Standard 3.0

Activate the Nortel Contact Center Security

Template

Introduction
Nortel Contact Center 6.0 is provides a set of predefined Windows Server 2003
Security Templates that can be deployed quickly to secure the Nortel Contact
Center 6.0 suite of servers.

You can activate the Nortel Contact Center security template locally or as a
group policy in an Active Directory in which the Contact Center Manager
Administration is located. You can deploy the Security Template either before or
after you have installed the server software.

If you are activating the Nortel Contact Center Security Template locally (on the
server on which you installed Contact Center Manager Administration), you
must select the applicable Security Template for the Nortel Contact Center
application server and download the selected template from the Meridian PEP
Library web site (www.nortel.com/espl) to the local disk drive. When the file is
downloaded, you can import and configure the Security Template using the
Microsoft Security Configuration and Analysis utility.

Note: If you want to activate the Nortel Contact Security Template on a

coresident server, make sure that you download the coresident template.

To deploy the Nortel Contact Center Security Template

1 Log on to the server as Administrator.
2 Click Start > Run.
3 Type mmc, and then click OK.

1812 Nortel Contact Center Manager Administration

May 2006 Managing security

Result: The Console1 window appears.

4 From the File menu, choose Add/Remove Snapin.

Result: The Add/Remove Snap-in window appears.
5 Click Add.
6 The following window appears:

7 Select Security Configuration and Analysis, and then click Add.

Installation and Maintenance Guide 1813

Managing security Standard 3.0

Result: Security Configuration and Analysis appears in the Add/Remove

Snap-in window.

8 Click OK.
9 In the Console window, right-click Security Configuration and Analysis.
10 Click Open Database.

1814 Nortel Contact Center Manager Administration

May 2006 Managing security

Result: The following window appears:

11 In the File Name box, enter a new database name (for example CCMA 6.0
Security Template).
12 Click Open.
Result: The Import Template window appears.
13 Select CCMA Security Template.inf, and then click Open.
14 In the Console window, right-click Security Configuration and Analysis.
15 Click Analyze Computer Now.
Result: The Perform Analysis window appears. The default location for the
Security Template log is C:\Documents and Setttings\Administrator\My
Documents\Security\Logs\. If you want to change the location in which the
Security Template log is stored, do so now.

16 Click OK.

Installation and Maintenance Guide 1815

Managing security Standard 3.0

17 Right-click Security Configuration and Analysis, and then choose

Configure Computer Now.
Result: The Configure System window appears. The default location for
the configuration log file is C:\Documents and Setttings\Administrator\My
Documents\Security\Logs\. If you want to change the location in which the
Security Template log is stored, do so now.

18 Click OK.
19 Restart the server to activate the new security policy and configuration.

To apply the Security Template in a network domain

You can apply the Nortel Contact Center Security Templates in a network
domain environment by importing the template into a group policy object of an
organizational unit (OU) of which the Contact Center 6.0 server is a member.
1 Open Group Policy Management Console (GPMC).
2 In the console tree, expand the domain or OU into which you want to import
the Security Template. Right-click the Group Policy object that you want to
edit, and then click Edit.
3 On the Group Policy Object Editor console tree, click Computer
Configuration.
4 Click Windows Settings, and then right-click Security Settings.
5 Click Import Policy.
6 Select the Contact Center 6.0 Security Template that you want to import,
and then click Open.

1816 Nortel Contact Center Manager Administration

Chapter 19

Troubleshooting

In this chapter
Technical support 1818
Troubleshooting installation or upgrade problems 1819
Troubleshooting communication problems between CCMA and CCMS 1831
Troubleshooting the client-server connection 1846
Troubleshooting client PC problems 1852
Troubleshooting problems with general CCMA functionality 1859
Troubleshooting problems with Real-time Statistics Multicast (RSM) 1863
Troubleshooting problems with Historical Reports 1891
Troubleshooting other problems in CCMA components 1909
Troubleshooting problems with Agent Desktop Display 1914
Troubleshooting iceAdmin password problems 1922

Installation and Maintenance Guide 1817

Troubleshooting Standard 3.0

Technical support

Introduction
If you experience technical difficulties, ensure that you have downloaded the
latest Service Updates and addenda for both Contact Center Manager Server and
Contact Center Manager Administration. You can download the latest
installation or documentation addendum from either www.nortel.com (for end
customers), or www.nortel.com/pic (for distributors), and the latest Service
Updates from www.nortel.com/espl.

Note: To register for the ESPL web site, follow the instructions listed at
www.nortel.com/register.

Remote Support
Nortel personnel use pcAnywhere as the preferred remote support tool.
Alternatively, Nortel also accepts Microsoft Remote Desktop Connection as a
remote support tool. To install your remote support access tool, refer to “Step 2.
Install your remote support access tool,” on page 57.

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

1818 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting installation or upgrade

problems

Contact Center Manager Administration will not function correctly

after an upgrade from Symposium Web Client 4.5

Problem
You have upgraded to Contact Center Manager Administration, but Contact
Center Manager Administration is not functioning correctly. For example, pages
and tabs will not load correctly, new components and features are unavailable,
scripting errors occur, and so on.

Solution
Ensure that you have refreshed your Contact Center Manager Servers. Although
Contact Center Manager Administration automatically refreshes all servers
every 12 hours, Nortel recommends that you manually refresh servers in the
following scenarios to ensure that Contact Center Manager Administration
functions correctly.

If any of the following situations have occurred, use the Refresh All Servers
option to refresh all servers at the same time:
„ You have upgraded from Symposium Web Client 4.5 SUS0601 v1 or later,
or have upgraded from a previous version of Contact Center Manager
Administration.
„ The Contact Center Manager Administration server is changed to connect
to a standby Contact Center Manager Server.

If any of the following situations have occurred, use the Refresh Server option
to refresh only the Contact Center Manager Server that has incurred a change:
„ You have upgraded the Symposium Call Center Server or Contact Center
Manager Server.
„ You have installed or uninstalled a Service Update (SU) on the Contact
Center Manager Server.

Installation and Maintenance Guide 1819

Troubleshooting Standard 3.0

„ A new license file has been issued and accepted by Contact Center Manager
Server, or you connect to a different License Manager server (that is, a new
or standby License Manager server).

Note: If you have changed the password of sysadmin in the Server Utility, you
will need to change the password in that server.

To refresh all servers in the system tree

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.
5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that have been successfully refreshed and the servers that did not
refresh. An entry specifying the servers that were successfully refreshed
will also appear in the Audit Trail.

1820 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To refresh a single server in the system tree

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

2 Select Configuration.
3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.

5 Click Yes.
Note: You can also right-click the server that you want to refresh. Then
select Refresh Server from the menu. The system asks if you are sure you
want to refresh the selected server.
Result: The system warns that all browsers using Contact Center Manager
Administration need to be refreshed. This is because if there has been a
feature change to the Contact Center Manager Server, the change will not
be reflected in the browsers until they are refreshed.

Installation and Maintenance Guide 1821

Troubleshooting Standard 3.0

6 Click Yes.
Result: The system refreshes the server in the system tree. A message is
displayed in the information bar at the bottom of the screen to indicate that
the server has been successfully refreshed.

Cannot log on to Contact Center Manager Administration after

uninstalling and reinstalling Contact Center Manager Administration
and SP1

Error Message
Page cannot be displayed.

Problem
After uninstalling Contact Center Manager Administration and SP1 on a
Windows 2003 server, you cannot log on after reinstalling Contact Center
Manager Administration. When attempting to log on to Contact Center Manager
Administration, you receive the error message:
Page cannot be displayed

This problem occurs because the asp.dll version number changes when you
uninstall SP1. Therefore, you cannot launch ASP pages.

Solution
You must reset the asp.dll version number by performing the following steps:
1 Uninstall Contact Center Manager Administration from the application
server.
2 Uninstall IIS (Internet Information Services) and ASP.net components on
the application server.
3 Reinstall IIS (Internet Information Services) and ASP.net components on
the application server.
4 Reinstall Contact Center Manager Administration on the application
server.

1822 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Installation of SU02 or SUS0201 fails because License Manager

Service does not start

Error Message
Error 1920. Service CCMA LMService (CCMALMService)
failed to start. Verify that you have sufficient
privileges to start system services.

Problem
An installation of SU02 or SUS0201 fails because the License Manage service
does not start if the ServerSoapName key in the registry is greater than 24
characters. The ServerSoapName value exceeds 24 characters when your site
references the Contact Center Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL of more than 24 characters in the
SOAP Configuration Parameters window during the Contact Center Manager
Administration installation.

To determine the number of characters in the Contact Center Manager

Administration server name used in the SOAP files
1 Open Windows Explorer and browse to the location where Contact Center
Manager Administration is installed.
2 Use a text editor (for example, Notepad) to open the file
SOAPWrapper.WSDL.
3 Scroll down to the end of the file to view the Contact Center Manager
Administration server name being used in the port address.
Example: <soapaddresslocation = ‘http://CCMASRV/SWCCommon/
SOAP/SOAPWrapper.ASP’/>
In this example, CCMASRV is the Contact Center Manager Administration
server name.
4 Count the number of characters in the Contact Center Manager
Administration server name. If the number of characters exceeds 24, then
the Licence Manager Service will not start when you install SU02 or
SUS0201.

Installation and Maintenance Guide 1823

Troubleshooting Standard 3.0

Solution
To resolve this problem, you must temporarily change the ServerSOAPName
value in the registry to be less than 24 characters. After the installation
completes successfully, you can revert to the original ServerSOAPName
containing more than 24 characters.

To temporarily change the ServerSOAPName value in the registry to be

less than 24 characters
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\Software\Nortel\WClient\ServerSOAPName
5 In the data column of the ServerSoapName key, edit the Contact Center
Manager Administration name to a name containing less than 24
characters. (For example, remove the domain extension from the server
name.)
6 On the License Manager Service Error dialog box, select Retry.
Result: The License Manager Service starts and the installation completes
successfully.

To revert to the original ServerSOAPName in the registry after the

installation
To revert to the original ServerSOAPName in the registry after the successful
installation, use the registry editor and change the registry key
HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
back to the original ServerSOAPName
To install SU02 and SUS0201 in the same maintenance window
If you are installing SU02 and SUS0201 in the same maintenance window with
a Contact Center Manager Administration server name exceeding 24 characters,
you must perform the following tasks in order:
1 Install SU02 using the original ServerSOAPName.
2 When the error message occurs, edit the registry key to a value less than
24 characters and complete the installation of SU02.

1824 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

3 Revert to the original ServerSOAPName exceeding 24 characters after you

install SU02.
4 Install SUS0201 using the original ServerSOAPName.
5 When the error message occurs, edit the registry key to a value less than
24 characters and complete the installation of SUS0201.
6 Revert to the original ServerSOAPName exceeding 24 characters after you
install SUS0201.

Notes:
„ For Report Creation Wizard to function with a ServerSOAPName greater
than 24 characters, you must install DP020101 after you install SU02 and
SUS0201 using the workaround detailed above.
„ If the above solution does not correct the problem, register the
wclientaudittrail.dll using the following command in the Run prompt:
Regsrv32 “C:\Program Files\Nortel
Networks\WClient\Server\wclientaudittrail.dll”
Then click Retry on the License Manager Service Error dialog box.

Cannot locate file extension in C:\PROGA~1\Nortel when installing

Contact Center Manager Administration

Error Message
There is no file extension in "C:\PROGA~1\Nortel"

Problem
After you input the password information for the iceAdmin account during
Contact Center Manager Administration installation, you receive the following
Windows Script Host error message:
There is no file extension in "C:\PROGA~1\Nortel".

The Contact Center Manager Administration installation will not install the
ADAM application even though the installer acknowledges the error and
attempts to continue with the Contact Center Manager Administration
installation.

Installation and Maintenance Guide 1825

Troubleshooting Standard 3.0

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.

Contact Center Manager Administration 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 value of the following registry key from 1 to 0 to enable the
generation of 8.3 style short filenames:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf
sdisable8dot3namecreation

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\Filesyst
em\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 box from 1 to 0.
6 Close all windows to complete the procedure.

1826 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Windows Installer Error

Error Message
This action is only valid for products that are
currently installed.

Problem
If you have multiple Administrator accounts, you must ensure that you always
use the same account to install or uninstall Service Updates, Service Update
Supplements, and Designer Patches on the server. If you install an update with
one account and then try to install the next update or uninstall the current patch
while logged on as a different account, the installation or uninstallation fails, and
a Windows Installer error is reported toward the end of the procedure.

Solution
To verify the user account that installed the software, SU, SUS, or DP
Use Add/Remove Programs to verify the user account that installed the software,
Service Updates, Service Update Supplements, or Designer Patches. If you tried
to install the next update or uninstall the current patch while logged on as a
different user account, complete the following procedures:
For Contact Center Manager Administration installation/uninstallation
1 Click OK, when the Windows Installer error message appears.
Result: The installation/ uninstallation continues.
Note: There is no impact to Contact Center Manager Administration
installation/ uninstallation.

Installation and Maintenance Guide 1827

Troubleshooting Standard 3.0

For Service Update or Service Update Supplement or Designer Patch

uninstallation
1 Click OK, when the Windows Installer error message appears.
2 Logout of Windows.
3 Login to Windows with the user account that originally installed the Service
Update or Service Update Supplement or Designer Patch.
4 Uninstall the Service Update, Service Update Supplement or Designer
Patch again.

Crystal Reports 10.0 Hotfix install error

Error Message
Failed to create Backup folder -110

Problem
When installing Crystal Reports 10.0 Hotfix, an error is reported towards the end
of the installation.

Solution
Click OK when the error message appears. The installation will proceed and
there is no impact to the Crystal Reports 10.0 Hotfix or the Contact Center
Manager Administration software.

Encrypt password for Contact Center Manager Administration Users

error

Error Message
Run-time error -2147218504 (80040bb8):

Unknown record error passed

Problem
During a Contact Center Manager Administration upgrade procedure, a runtime
error is displayed.

1828 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Solution
1 Click OK when the error message appears.
Result: The upgrade will complete with no impact to the software.
2 Contact Nortel Technical Support for details on applying the required patch
to resolve the issue.

Cannot find script file PortLdap.vbs when reinstalling Contact Center

Manager Administration

Error Message
Cannot find script file PortLdap.vbs

Problem
You are reinstalling Contact Center Manager Administration on a server that is
running Windows Server 2003, but the installation halts and you receive an error
message that says the program cannot find a script file called PortLdap.vbs.

Solution
This problem occurs only when you are reinstalling Contact Center Manager
Administration on a server that is running Windows Server 2003, and you have
tried to install the software in a different directory than that in which it was
originally installed. When reinstalling Contact Center Manager Administration
on a server that is running this operating system, you must install the software in
the same directory in which it was originally installed, or this error will occur.

In this case, you must first completely uninstall, and then reinstall the Contact
Center Manager Administration software, choosing the same directory in which
it was originally installed.

Installation and Maintenance Guide 1829

Troubleshooting Standard 3.0

Cannot log on to Server Utility

Error message
nbclt_translator.mdb error

Problem
You get an error about the file nbclt_translator.mdb when logging into the Server
Utility. This will occur on coresident systems if Server Utility was installed
before the Contact Center Manager Administration software.

Solution
1 Click Start > Administrative Tools > Data Sources (ODBC).
Result: The ODBC Data Source Administrator window appears.
2 Click on the System DSN tab.
3 Under System Data Sources, click Translator_EN and click Configure.
4 Under Database, select c:\program files\Nortel\Contact Center\Server
Utility\client\en\data\nbclt_translator.mdb.
5 Click OK.
6 Click OK.
7 Relaunch Server Utility.

1830 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting communication problems

between CCMA and CCMS

Contact Center Manager Administration will not function correctly

after you make a change to the Contact Center Manager Server

Problem
You have made a change to the Contact Center Manager Server (for example,
performed an upgrade, installed or uninstalled an SU, changed to a standby
Contact Center Manager server, or a new license file has been issued), and the
Contact Center Manager Administration will no longer functioning correctly.
For example, pages and tabs will not load correctly, new components and
features are unavailable, scripting errors occur, and so on.

Solution
Ensure that you have refreshed your Contact Center Manager Servers. Although
Contact Center Manager Administration automatically refreshes all servers
every 12 hours, Nortel recommends that you manually refresh servers in the
following scenarios to ensure that Contact Center Manager Administration
functions correctly.

If any of the following situations have occurred, use the Refresh All Servers
option to refresh all servers at the same time:
„ You have upgraded from Symposium Web Client 4.5 SUS0601 v1 or later,
or have upgraded from a previous version of Contact Center Manager
Administration.
„ The Contact Center Manager Administration server is changed to connect
to a standby Contact Center Manager Server.

If any of the following situations have occurred, use the Refresh Server option
to refresh only the Contact Center Manager Server that has incurred a change:
„ You have upgraded the Symposium Call Center Server or Contact Center
Manager Server.
„ You have installed or uninstalled a Service Update (SU) on the Contact
Center Manager Server.

Installation and Maintenance Guide 1831

Troubleshooting Standard 3.0

„ A new license file has been issued and accepted by Contact Center Manager
Server, or you connect to a different License Manager server (that is, a new
or standby License Manager server).

Note: If you have changed the password of sysadmin in the Server Utility, you
will need to change the password in that server.

To refresh all servers in the system tree

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.
5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that have been successfully refreshed and the servers that did not
refresh. An entry specifying the servers that were successfully refreshed
will also appear in the Audit Trail.

1832 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To refresh a single server in the system tree

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

2 Select Configuration.
3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.

5 Click Yes.
Note: You can also right-click the server that you want to refresh. Then
select Refresh Server from the menu. The system asks if you are sure you
want to refresh the selected server.
Result: The system warns that all browsers using Contact Center Manager
Administration need to be refreshed. This is because if there has been a
feature change to the Contact Center Manager Server, the change will not
be reflected in the browsers until they are refreshed.

Installation and Maintenance Guide 1833

Troubleshooting Standard 3.0

6 Click Yes.
Result: The system refreshes the server in the system tree. A message is
displayed in the information bar at the bottom of the screen to indicate that
the server has been successfully refreshed.

Cannot communicate with Contact Center Manager Server

Problem
There are a number of issues that may cause an inability to communicate with
the Contact Center Manager Server.

First, check to make sure that the Contact Center Manager Server IP address that
you are using is valid.

If the Contact Center Manager Administration server cannot connect to Contact

Center Manager Server, and you have already checked to make sure that the
Contact Center Manager Server IP address is valid, perform the following test
from the Contact Center Manager Administration server.

To test Contact Center Manager Administration server communication

with Contact Center Manager Server
1 Ping the Contact Center Manager Server.
Contact your system administrator if you are unable to successfully ping the
Contact Center Manager Server.
2 Check your cabling.
3 Check the IP addresses for the Contact Center Manager Administration
servers and the servers in Contact Center Manager Server.
4 Check the versions on servers in Contact Center Manager Server, and
confirm that they are compatible with Contact Center Manager
Administration.

Solution
After you have performed your testing, take appropriate action as required.

1834 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Changing the computer name of the Contact Center Manager Server

Problem
If you have changed the computer name of the Contact Center Manager Server
or if you have switched to a standby Contact Center Manager Server with a new
name, you need to change the name of the Contact Center Manager Server on
the Contact Center Manager Administration server.

Solution
A new feature in Contact Center Manager Administration 6.0 enables Contact
Center Manager Administration server to be easily reconfigured to connect to a
secondary Contact Center Manager Server (different computer name/IP
address). This allows Contact Center Manager Administration to continue to
communicate with a new standby Contact Center Manager Server; that is,
retrieve all the data stored in the application server for that server even though it
now has a different name.
When a Contact Center Manager Server is changed to a different computer name
and/or IP address, the following procedure must be performed on the Contact
Center Manager Administration server.
To change the computer name of the Contact Center Manager Server on
the Contact Center Manager Administration server
1 Log on to the CCMA as webadmin user.
2 Open the Configuration component.
3 In the left pane, right click the name of the server that has had its network
settings altered.
4 Click Edit Properties. This will enable the text fields for the servers name,
IP address, logon ID and password.
5 Enter the new details and click Submit.

Installation and Maintenance Guide 1835

Troubleshooting Standard 3.0

Cannot connect to the Contact Center Manager Administration server

after migrating to a new application server or changing the computer
name on the application server

Problem
If you change the computer name of the Contact Center Manager Administration
server, you must perform postchange tasks to successfully connect to a Contact
Center Manager Administration server with a new name.

Solution
The tips for changing the computer name and suggested postchange tasks vary
based on whether the server is coresident with Contact Center Manager Server
or stand-alone. See the appropriate scenario below for the solution:

Changing the computer name of a stand-alone server

If you change the computer name of the Contact Center Manager Administration
server after you install the Contact Center Manager Administration software,
you must perform the following tasks to reset the name so that the Contact
Center Manager Server and the Contact Center Manager Administration
function properly:

ATTENTION
You must update your Domain Name Server (DNS) or HOSTS
table to reflect the new name of the Contact Center Manager
Administration server for your Contact Center Manager
Administration to function correctly. For information about
updating the DNS or the HOSTS table, see the Contact Center
Manager Administration Technical Requirements and
Operating System Configuration Guide.

1. An administrator or support technician must run the Contact Center

Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
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.
2. An administrator must reset the IUSR_SWC account to reflect the new
computer name.

1836 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

3. An administrator must reset the iceAdmin password by running the

iceAdmin PasswordChange utility.

Changing the computer name of a coresident server

On a coresident server, after you change the computer name, you must perform
the following tasks to reset the name so that Contact Center Manager Server and
Contact Center Manager Administration function properly.

ATTENTION
You must update your Domain Name Server (DNS) or HOSTS
table to reflect the new name of the Contact Center Manager
Administration server for your Contact Center Manager
Administration to function correctly. For information about
updating the DNS or the HOSTS table, see the Contact Center
Manager Administration Technical Requirements and
Operating System Configuration Guide.

1. An administrator must run the Contact Center Manager Server Computer

Name Sync utility. For details, see the Contact Center Manager Server
Installation and Maintenance Guide.
2. An administrator or support technician must run the Contact Center
Manager Administration ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name. When you change the computer name,
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.
3. An administrator must reset the IUSR_SWC account to reflect the new
computer name.
4. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility.

To run the ChangeSOAPSrv utility

If you receive a message indicating that you must run the ChangeSOAPSrv
utility, perform this procedure.

Installation and Maintenance Guide 1837

Troubleshooting Standard 3.0

1 Make note of the path that appears in the message. If you have already
closed the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
2 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact
Center Manager Administration is installed.
3 At the prompt, type the following text (which includes the path that appears
in the message):
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 Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
4 Press Enter.
Result: A window appears, showing the updated SOAP files.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).

To reset the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you have changed the computer name of the
server.
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.

1838 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

5 Click the Directory Security tab.

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.

Installation and Maintenance Guide 1839

Troubleshooting Standard 3.0

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

1840 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

9 Click Find Now.

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

Installation and Maintenance Guide 1841

Troubleshooting Standard 3.0

10 From the list of user accounts, select 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, you must type the same password that you originally
used for this account when you configured it in the procedure “Step 11. Add
the IUSR_SWC account as the anonymous user account” on page 135.

1842 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

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.

To reset the iceAdmin password after a CCMA server name change

1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1843

Troubleshooting Standard 3.0

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

1844 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both
times, and then resets the password in all required components.

Installation and Maintenance Guide 1845

Troubleshooting Standard 3.0

Troubleshooting the client-server connection

Client PCs cannot communicate with the Contact Center Manager

Administration server

Problem
There are a number of issues that may cause client PCs to be unable to
communicate with the Contact Center Manager Administration server. You must
identify the source of your problem before determining the solution.

Solution
First, check that the Contact Center Manager Administration username and
password are valid.

If you have confirmed that the username and password are valid, you must check
the following issues to identify your specific problem:
„ Test the communication from the client to the Contact Center Manager
Administration server.
„ Verify that web users have permissions on all directories in the Contact
Center Manager Administration web site. When Contact Center Manager
Administration is installed, it uses the default settings stored in IIS. If web
users do not have permissions, contact your site administrator For details
about changing the settings in IIS.
„ If you have configured a Domain Name Server (DNS), verify that the
computer name of the Contact Center Manager Administration server is
registered on the DNS. If the computer name is not registered on your DNS,
then Contact Center Manager Administration will not function properly.
„ If you have not configured a DNS server, verify that you have added the
computer name of the Contact Center Manager Administration server to the
HOSTS table on each client PC that accesses Contact Center Manager
Administration.
„ Check if Internet Explorer uses a proxy server.
„ Ensure that the IIS service is running on the Contact Center Manager
Administration server.

1846 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

„ Ensure that Active Directory Application Mode is installed on the Contact

Center Manager Administration server.
„ Confirm that the event viewer logs are configured correctly on the Contact
Center Manager Administration server. For more information, see “To
configure the event viewer logs on the Contact Center Manager
Administration server” on page 1850.

To test communication from the client to the Contact Center Manager

Administration server
If the client cannot connect to the Contact Center Manager Administration
server, and you have already checked to make sure that the Contact Center
Manager Administration username and password are valid, follow these steps:
1 Ping the Contact Center Manager Administration server.
2 Check the IP addresses for the Contact Center Manager Administration
servers and the servers in Contact Center Manager Server.
3 Check your cabling.
4 Make sure the web site is active on the Contact Center Manager
Administration server.
5 Make sure the computer name of the Contact Center Manager
Administration server is registered on the DNS server.
Contact your system administrator if the web site is active, the IP addresses
are valid, and you are unable to successfully ping the Contact Center
Manager Administration server.

To check if Internet Explorer uses a Proxy Server

If the client cannot connect to the Contact Center Manager Administration
server, check whether Internet Explorer uses a Proxy Server.
1 On the Internet Explorer menu bar, click Tools > Internet Options >
Connections > Lan Settings.
2 If the User Proxy Server check box is selected, contact your Proxy Server
administrator to verify that there are no restrictions preventing you from
accessing the Contact Center Manager Administration server.

Installation and Maintenance Guide 1847

Troubleshooting Standard 3.0

To add the computer name of the CCMA server to the HOSTS table on each
client PC (if you have not configured a DNS)
Nortel recommends that the Contact Center Manager Administration server host
name be resolved by the corporate DNS. However, if you did not configure a
name resolution server during the operating system installation, then the client
PCs that connect to Contact Center Manager Administration cannot find the
Contact Center Manager Administration server. In this case, your next step is to
manually update the HOSTS table on each client PC with the name and Nortel
Server subnet network interface IP address of the Contact Center Manager
Administration server.

When you use server names to connect to a Contact Center Manager

Administration server in TCP/IP networks, the server name must be associated
with an IP address. The HOSTS table carries out this association, which is called
host name resolution.
„ The HOSTS table resolves host names to IP addresses on local computers.

Based on the operating system installed on the client PC, sample host tables are
located in varying directories. With the Windows 2003 installation, for example,
sample HOSTS tables are provided in the following directory:
[x]:\WINDOWS\system32\drivers\etc

On each client PC, use a text editor to modify the HOSTS tables by entering the
computer name and IP address of the Contact Center Manager Administration
server.

ATTENTION
You do not have to use HOSTS tables for name resolution if
the name of the Contact Center Manager Administration
server is registered on a DNS server.

1848 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Sample HOSTS tables are provided below as a guideline, but are not intended to
indicate exactly how the HOSTS tables should be configured on the client PC.

ATTENTION
Incorrectly modifying a HOSTS table on the client PC can
cause extensive network problems. Before you modify any
of the HOSTS tables on the client PC, you must carefully
review the detailed information about HOSTS in the
supporting Microsoft documentation.

Sample HOSTS table

The HOSTS table consists of a list of IP addresses followed by a computer
name:
123.4.56.100 webclient.nortel.com

At the end of the file, type the IP address and computer name of the Contact
Center Manager Administration server. Separate the two values by using the
space or tab key.

Note: HOSTS tables are case-sensitive.

After you edit and save the HOSTS file, the system automatically reads your
new settings. If you are editing the sample HOSTS file, then save the file with no
extension to enable the system to recognize your changes.

To verify that IIS is running on the Contact Center Manager Administration

server
1 On the Contact Center Manager Administration server, click Start > All
Programs > Administrative Tools > Services.
Result: The Services window appears.
2 In the right pane, locate the IIS Admin Service.
3 In the Status column, verify that the IIS Admin Service is Started.

Installation and Maintenance Guide 1849

Troubleshooting Standard 3.0

To verify that Microsoft Active Directory Application Mode (ADAM) is

installed on the Contact Center Manager Administration server
1 Click Start > Control Panel.
Result: The Control Panel window appears.
2 Double-click the Add or Remove Programs icon.
Result: The Add or Remove Programs window appears.
3 If the following program is listed in the Add or Remove Programs window,
ADAM is installed on the Contact Center Manager Administration server:
„ Adam Instance SymposiumWC
Note: The ADAM program group should also appear in the Start menu
program list if ADAM is installed.

To configure the event viewer logs on the Contact Center Manager

Administration server

If the event viewer log properties are set to the default value of overwriting
events after seven days, then the event log may become full, preventing Contact
Center Manager Administration users from logging on to the Contact Center
Manager Administration server.

To avoid this problem, after you install Windows Server 2003, configure each of
the event viewer logs on the Contact Center Manager Administration server to
Overwrite events as needed by following these instructions.
1 On the Contact Center Manager Administration server, click Start > All
Programs > Administrative Tools > Event Viewer.
Result: The Event Viewer window appears, listing the log files on the Tree
tab.
2 On the Tree tab, right-click the first log file, Application Log, and from the
menu, click Properties.
Result: The corresponding Properties window appears.
3 In the Log size area of the window, ensure the Overwrite events as
needed option is selected.
4 Click OK to save your changes and close the Properties window.
5 Perform this procedure for each of the log files in the tree.

1850 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Problems occur while running two Contact Center Manager

Administration sessions simultaneously on one client PC.
For proper Contact Center Manager Administration functionality, you must not
run more than one Contact Center Manager Administration session at any given
time on a single client PC. In certain scenarios, if you run more than one session
simultaneously on a client PC (with different Contact Center Manager
Administration users), interference can occur between the sessions.

Installation and Maintenance Guide 1851

Troubleshooting Standard 3.0

Troubleshooting client PC problems

Problems with Internet Explorer on the client PC

Problem
To identify the source of your problem, check the following items:
„ Check that you are using the version 6.0 of Internet Explorer with the latest
supported Service Pack on the client PC. For information about the service
packs that have been validated with Contact Center Manager
Administration, consult the Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List located at
www.nortel.com.
„ Check that you have configured security in Internet Explorer correctly. For
more information, see “Step 2. Upgrade the browser on client
workstations” on page 254.
„ If you are getting error messages from Internet Explorer indicating that
your web site cannot run Out of Process components, follow the steps in
“To enable Out of Process components”.

Solution:
Depending on the source of your problem, you may have to reinstall the correct
version of Internet Explorer on the client PC, or reconfigure Internet Explorer on
the client PC.

If you receive an error message that your web site cannot run Out of Process
components, perform the following procedure:
To enable Out of Process components
1 Create a script called AspAllowOutOfProcComponents.vbs using any text
editor. Insert the following commands:

Set objWebService = GetObject("IIS://LocalHost/w3svc")

' Enable AspAllowOutOfProcComponents.

objWebService.Put "AspAllowOutOfProcComponents", True

1852 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

' Save the changed value to the metabase.

objWebService.SetInfo

2 Save the script.

3 In Windows Explorer, double-click the script.
4 If this fails, reinstall the software.

Problems with Internet Explorer on client PCs running Windows XP

SP2

Problem
Your client PC has Windows XP with Service Pack 2 installed. When you open a
browser and log on to Contact Center Manager Administration, you receive
messages regarding the running of .msi files (for example, the ClientSoap.msi
file). The following message appears:
The publisher could not be verified. Are you sure you
want to run this software?

Additionally, an error message appears, notifying you that connections are being
blocked by firewall errors. Your options are Keep blocking, Unblock, or Ask
later.

Solution
These messages appear only when the client PC is running Windows XP with
Service Pack 2. With this operating system and service pack, Microsoft has
changed the installer version, preventing certain .msi files from being
automatically downloaded and installed.

The first part of the solution involves the installation of the client portion of
Simple Object Access Protocol (SOAP). Because Contact Center Manager
Administration requires that you download and install the ClientSoap.msi file,
you must manually accept the download and installation of this file.
1 When the message “The publisher could not be verified. Are you sure you
want to run this software?” appears, click Yes.
Result: The system installs the client portion of SOAP.

Installation and Maintenance Guide 1853

Troubleshooting Standard 3.0

The second part of the solution involves opening the ports required for
downloading the ActiveX controls needed by Real-Time Reporting and
Emergency Help. When these ports are open, the firewall errors Keep blocking,
Unblock, or Ask later do not appear and you can automatically download these
controls when you launch these components.
2 Consult the Microsoft documentation for instructions for opening ports.
Then open the following ports individually:
„ Emergency Help, UDP
8200
„ Multicast real-time reports, UDP
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
„ Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125;
7135
Result: You can now automatically download and install the ActiveX
controls required for Emergency Help and Real-Time Reporting.

Cannot log on to Contact Center Manager Administration after

uninstalling and reinstalling Contact Center Manager Administration
and SP1

Error Message
Page cannot be displayed.

Problem
After uninstalling Contact Center Manager Administration and SP1 on a
Windows 2003 server, you cannot log on after reinstalling Contact Center
Manager Administration. When attempting to log on to Contact Center Manager
Administration, you receive the error message:
Page cannot be displayed

This problem occurs because the asp.dll version number changes when you
uninstall SP1. Therefore, you cannot launch ASP pages.

Solution
You must reset the asp.dll version number by performing the following steps:

1854 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

1 Uninstall Contact Center Manager Administration from the application

server.
2 Uninstall IIS (Internet Information Services) and ASP.net components on
the application server.
3 Reinstall IIS (Internet Information Services) and ASP.net components on
the application server.
4 Reinstall Contact Center Manager Administration on the application
server.

The layout of the web interface of Contact Center Manager

Administration is distorted

Problem
Your display settings are not optimized for the Contact Center Manager
Administration web interface.

Solution
Check the display settings on your computer.
Resize the font.

To check the display settings of your computer

1 Click Start > Control Panel.
2 Double-click the Display icon.
3 Click the Settings tab.
4 In the Screen Resolution area, drag the slider until the value reads at least
1024 x 768 pixels (the screen resolution cannot be lower than this value).
5 Click the Appearance tab.
6 From the Font size list, select Normal.
7 Click OK to save your changes.

Installation and Maintenance Guide 1855

Troubleshooting Standard 3.0

To set the font size in Internet Explorer

1 In Internet Explorer, on the View menu, click Text Size > Medium.
Note: If the text or content displayed in Internet Explorer is too large for the
window, and you cannot resize the window, select Text Size > Smaller, or
Text Size > Smallest.

Cannot launch windows in Contact Center Manager Administration,

pop ups are blocked

Problem
When you attempt to launch a window in Contact Center - Manager, the window
does not open. You may be presented with a message that says “Pop ups were
blocked on this page.”

In order for all components of Contact Center Manager Administration

components to function correctly, you must disable pop-up blockers on Internet
Explorer.

Solution
Because the procedures to disable pop-up blockers vary depending on the type
of pop-up blocker, the procedure to disable your pop-up blocker may differ from
the procedures listed here. For more information about how to disable pop-up
blockers that are not listed here, contact the pop-up blocker provider.

To disable the Yahoo pop-up blocker

1 Launch Internet Explorer.
2 On the Yahoo toolbar along the top of the browser window, put the cursor
over each of the buttons until you find the one labelled Pop-Up Blocker Is
On or Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up
Blocker Is Off to expand the menu.
4 Ensure that the option Enable Pop-Up Blocker is switched off.

1856 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To disable the Google pop-up blocker

1 Launch Internet Explorer.
2 On the Google toolbar, usually found along the top of the browser window,
click on the Popup blocker icon.
Result: The icon now says “Site popups allowed”.

To turn off the Windows XP Service Pack 2 pop-up blocker

1 Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.

Contact Center Manager Administration login page displays Connect

Login Prompt

Error Message
When attempting to load the Contact Center Manager Administration login
screen, the Connect to <CCMA server name> login window appears prompting
you for a username and password.

Problem
The IUSR_SWC password configured in IIS does not match the password
specified for that user account in Computer Management.

Solution
Reset the IUSR_SWC password in IIS to match the IUSR_SWC password in
Computer Management. If you cannot remember the original IUSR_SWC
password, reset the password in Computer Management and IIS by following the
steps in “Step 11. Add the IUSR_SWC account as the anonymous user account”
on page 135.

Jet Database Engine error

Error Message
Microsoft JET Database Engine error ‘80004005’

Unspecified error

/SWCCommon/includes/internationalization.inc, line 21

Installation and Maintenance Guide 1857

Troubleshooting Standard 3.0

Problem
The JET Database Engine error is received when you try and log into Contact
Center Manager Administration.

Solution
1. Add the IUSR_SWC User to the Administrator’s group on the server.
2. Navigate to the Local Settings Temp Directory by typing %temp% at the
command prompt.
3. Add the Administrator’s group and the Authenticated Users group to the
security settings for the Temp Directory with Read/Write permissions.
4. Reset IIS.

Cannot download third-party controls to the client PC

If your client PC runs Windows 2000 and you are having problems downloading
required third-party controls to the client PC, it may be due to the settings for the
local security policy Unsigned non-driver installation behavior. If this policy is
set to Do not allow installation, then you cannot install unsigned third-party
controls on the client PC. For more information about this policy, and for
instructions for changing its settings, see “To verify your local security policy
settings (Windows 2000 only)” on page 288.

1858 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting problems with general CCMA

functionality

Contact Center Manager Administration is not functioning correctly

Problem
Various issues are arising in Contact Center Manager Administration
functionality including any or all of the following:
„ Scrips cannot be open
„ Cannot load Historical Reporting Component (Debug Error displayed and
no Contact Center Manager servers listed)
„ Cannot view online Help
„ Cannot open the Connection Status
„ Cannot open About Contact Center Manager Administration window
„ Pages and tabs will not load correctly
„ New components and features are unavailable
„ Scripting errors occur

Solution
Check for the following possible sources of the problem:
1. Ensure that all Blocking Popups software has been removed or disabled.
2. Ensure that your servers have been refreshed.

To disable the Yahoo pop-up blocker

Because the procedures to disable pop-up blockers vary depending on the type
of pop-up blocker, the procedure to disable your pop-up blocker may differ from
the procedures listed here. For more information about how to disable pop-up
blockers that are not listed here, contact the pop-up blocker provider.

Installation and Maintenance Guide 1859

Troubleshooting Standard 3.0

1 Launch Internet Explorer.

2 On the Yahoo toolbar along the top of the browser window, put the cursor
over each of the buttons until you find the one labelled Pop-Up Blocker Is
On or Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up
Blocker Is Off to expand the menu.
4 Ensure that the option Enable Pop-Up Blocker is switched off.

To disable the Google pop-up blocker

1 Launch Internet Explorer.
2 On the Google toolbar, usually found along the top of the browser window,
click on the Popup blocker icon.
Result: The icon now says “Site popups allowed”.

To turn off the Windows XP Service Pack 2 pop-up blocker

1 Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.

To refresh all servers in the system tree

Although Contact Center Manager Administration automatically refreshes all
servers every 12 hours, Nortel recommends that you manually refresh servers in
the following scenarios to ensure that Contact Center Manager Administration
functions correctly.
„ You have upgraded from Symposium Web Client 4.5 SUS0601 v1 or later,
or have upgraded from a previous version of Contact Center Manager
Administration.
„ The Contact Center Manager Administration server is changed to connect
to a standby Contact Center Manager Server.
„ You have upgraded the Symposium Call Center Server or Contact Center
Manager Server.
„ You have installed or uninstalled a Service Update (SU) on the Contact
Center Manager Server.
„ A new license file has been issued and accepted by Contact Center Manager
Server, or you connect to a different License Manager server (that is, a new
or standby License Manager server).

1860 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Note: If you have changed the password of sysadmin in the Server Utility, you
will need to change the password in that server.

ATTENTION
Only the default administrator, webadmin, can add, edit, delete
and refresh servers in Contact Center Manager Server. When
you refresh a server, you refresh Contact Center Manager
Server data associated with that server in ADAM, such as
release number, feature list, and networking information.

1 Log on to Contact Center Manager Administration.

2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.

4 Click Yes.
5 Click Yes.
Result: The system refreshes all servers in the system tree. A message is
displayed in the information bar at the bottom of the screen which lists the
servers that have been successfully refreshed and the servers that did not
refresh. An entry specifying the servers that were successfully refreshed
will also appear in the Audit Trail.

Server tree icons are missing

Error
Server tree icons are missing in the Contact Center Manager Administration
internet browser. Additionally, new supervisors and agents cannot be created in
the Contact Center Management component.

Installation and Maintenance Guide 1861

Troubleshooting Standard 3.0

Problem
The file SSPNG2.dll has not been downloaded to c:\windows\system32 during
the Contact Center Manager Administration installation.

Solution
Extract SSPNG2.dll from c:\Program Files\Nortel
Networks\WClient\Apps\Common\Controls\ccTree.cab into
c:\windows\system32.

1862 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting problems with Real-time

Statistics Multicast (RSM)

Introduction
There are various issues that can affect your Real-time Statistics Multicast. The
source of your problem can originate in the following network components:
„ the client PC
„ the Contact Center Manager Administration server
„ the Contact Center Manager Server

This section provides information about how to investigate the source of your
issue by analyzing symptoms and using tools provided by Nortel in each of the
network components.

Note: The IP multicast addresses that you select for RSM sending and receiving
must be within the 224.0.1.0 and 239.255.255.255 range. Check with your
network administrator for acceptable IP multicast addresses for your specific
network.

Determining the transmission method that is enabled on the Contact

Center Manager Administration server
To help you troubleshoot problems with real-time displays, when you first
launch a display and while the system is retrieving data, an icon appears on the
display, identifying whether the Contact Center Manager Administration server
supports multicast clients, unicast clients, or both multicast and unicast clients.

The following figure shows a display in which both icons are shown, indicating
that the Contact Center Manager Administration server supports both multicast
and unicast. In cases where only one transmission method is enabled, the
corresponding icon appears on the display alone.

Installation and Maintenance Guide 1863

Troubleshooting Standard 3.0

After the display is launched, the icon indicates that the transmission mode that
is actually being used to launch the display. The following figure shows a
display that is receiving data through a unicast connection, a dedicated
connection between the Contact Center Manager Administration server and
client PC:

If this display were receiving multicast data, there would be a multicast icon at
the top and there would be no direct connection to the Contact Center Manager
Administration server. Instead, the client would be “listening” to a shared
multicast data stream.

1864 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Interpreting error messages on the client PC

No unicast sessions available.

This error normally appears on a client computer when an attempt to open a

unicast channel fails and the client is not receiving multicast data. From the error
message shown in the figure, you can see that the Contact Center Manager
Administration server supports both multicast and unicast clients, so the
implication is that this client is on a unicast-only segment of the network. The
absence of a unicast icon indicates that the unicast connection was not
successfully established and the client PC is not receiving data packets.
In this case, close the display and try to launch it again later. If the problem
persists, you may need to increase the number of unicast connections that the
Contact Center Manager Administration server allows (subject to prior
engineering analysis).
No relevant data.

Installation and Maintenance Guide 1865

Troubleshooting Standard 3.0

This window appears on a client computer when it is receiving data, but the data
is not relevant for the current display (for example, when the information is not
available within the user’s partitions or the current filter blocks the data from the
display). The presence of the unicast icon indicates that a unicast connection was
successfully established and the client PC is receiving data packets.

No data is available on the network.

This window appears on a client PC when it is not receiving any data. There is
no icon at the top of the window, indicating that the display is not receiving any
data. The Transmit Mode = Multicast note implies that the server only supports
multicast, but, in this case, the client PC is not receiving multicast data. This
may be the result of a network problem, or it may mean that the server can
support unicast, but it has not been enabled.
Report the problem to your administrator so that the administrator can check the
Contact Center Manager Administration server settings and enable unicast, if
necessary. The administrator may also check the network settings to determine
why the client PCs cannot receive multicast data.

1866 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

The characters * and 0 appear in the display.

Occasionally, the statistics in a real-time display may stop updating and the
characters * and 0 appear instead of the variable fields. In a unicast environment,
this indicates that the server has stopped sending data to this client.
You must close and reopen the display. In a multicast environment, this indicates
that the server may have stopped sending the multicast stream. Run a trace on
the Contact Center Manager Administration server if the problem persists.

Real-time displays do not show any data

Problem
When launching a real-time display, no data is presented.

Solution
On the Contact Center Manager Administration server, verify the following:
„ that the Contact Center Manager Server IP address can be correctly
resolved to the server name
„ that the Contact Center Manager Server name can be correctly resolved to
the expected IP address

To verify the IP address and server name

1 Click Start > Run.
2 Type cmd.

Installation and Maintenance Guide 1867

Troubleshooting Standard 3.0

3 Click OK.
Result: The Command Prompt window appears.
4 At the command prompt, type ping <Contact Center Manager Server
name>.
5 Press Enter.
Result: The Contact Center Manager Server IP address and the packets
sent and received are displayed.
Note: If unexpected results are returned, check your DNS setting and the
local host file on the server for incorrect entries.
6 At the command prompt, type ping -a <Contact Center Manager Server
IP Address>.
7 Press Enter.
Result: The Contact Center Manager Server name and the packets sent
and received are displayed.
8 If unexpected results are returned, check your DNS setting and the local
host file on the server for incorrect entries.

You cannot launch real-time displays

Problem
In Contact Center Manager Administration, to enable the real-time displays to
start properly, the system downloads and registers a new RTDControl to the
client PC when you launch a real-time display for the first time.

Solution
If you cannot launch real-time displays on a client PC, then it may be because
you have enforced user policies that deny access to the registry on the PC, and,
therefore, prevent the system from downloading and registering the new
RTDControl.

You have two options for downloading the RTDControl:

1. Download the RTDControl manually.

or
2. Download the Multicast Trace Tool.msi on the client PC.

1868 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To download the RTDControl manually

1 Log on to the client PC as the local administrator (or as a user with registry
permissions).
2 Open Contact Center Manager Administration.
3 Open the Real-Time Reporting component.
4 Launch a real-time display.
Result: The system downloads and registers the required RTDControl to
the client PC. Now regular users can log on to the client PC and launch real-
time displays.
5 Perform this procedure on every client PC upon which real-time displays
will be launched.

Note: If you are having problems downloading third-party controls to the client
PC, it may be because of your local security settings. You must ensure that the
local security settings for the policy Unsigned non-driver installation behavior
are not set to Do not allow installation. For more information, see “To verify
your local security policy settings (Windows 2000 only)” on page 288.

To download the Multicast Trace Tool.msi on the client PC

1 Log on to the client PC with administrator privileges.
2 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
3 In this directory, double-click the file Multicast Trace Tool.msi to begin the
installation.
Result: The Windows Installer window appears briefly, followed by the
Welcome window.
4 Click Next.
Result: The Destination Folder window appears.
5 Click Next to install to the default folder, or click Change to install to a
different folder,
Result: The Ready to Install the Program window appears.
6 Click Install.
Result: The program is installed and the InstallShield Wizard completed
window appears.

Installation and Maintenance Guide 1869

Troubleshooting Standard 3.0

7 Click Finish.

To run the Multicast Trace Tool.msi.

ATTENTION
The trace tool must be run from the MS-DOS command
prompt, and MS-DOS does not accept names with more than
eight characters on some Windows operating systems.

1 From the MS-DOS command prompt, change the directory to the folder on
the client PC to which the files were copied. For example:
c:\Program Files\Nortel\Contact Center\Multicast Trace tool

2 To check if data is being received by the client PC, type the following
command:
icertdtrace -r IPSend <IP Multicast send address> -s <CCMS server
name> -t <statistic type>
Note:
„ <statistic type> must be one of agent, application, skillset, ivr, nodal, or
route
„ The multicast address must be specified if the -s or -t options are used.
„ The -s or -t options can be used individually.
Example: icertdtrace -r IPSend 230.0.1.10 -s CCMSServer1 -t agent
Result: If the client PC is receiving statistics from the Contact Center
Manager Administration server, the data appears on the monitor. The data
is displayed by server name and statistic type, making it possible to see a
particular data stream from a particular server.
3 To stop the information from scrolling, press Ctrl+C. You can also view the
log file that captures the information, IPSndLog.txt, in the same directory.

No names appear in real-time displays

The following symptoms may appear in your real-time displays:
„ Agent names and answering skillset names appear as *UNKNOWN* in
agent real-time displays.

1870 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

„ Route names appear as *UNKNOWN* in route real-time displays.

„ IVR queue names appear as *UNKNOWN* in IVR real-time displays.
„ Skillset and application names appear incorrectly in skillset and application
real-time displays.

Problem
There may be a problem with the permissions in IIS, the network settings, the
configuration of your DNS server, or there may be delays in the network causing
timeouts.

Solution
1. Check that IIS permissions are correctly configured.
2. Ensure an XML file loads in the browser.
3. Set the IP address field in IIS to All Unassigned.
4. Check address configurations for Host Headers.
5. Ensure the anonymous user account has been assigned the correct
permissions.

To check if IIS permissions are correctly configured

1 On the Contact Center Manager Administration server, enter the following
in the Internet Explorer address bar:
http://localhost
Result: If IIS is correctly configured, you will see the login page.
2 If the following error appears, it indicates that the IIS permissions are
incorrectly configured.

HTTP 403.6 - Forbidden: IP address rejected

To correctly configure IIS for real-time displays

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1871

Troubleshooting Standard 3.0

2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

3 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

1872 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

4 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1873

Troubleshooting Standard 3.0

5 Click the Directory Security tab.

6 In the IP Address and Domain Name Restrictions section of the window,

click Edit.
Result: The IP Address and Domain Name Restrictions window appears.

7 Ensure that the local host address 127.0.0.1 is added to the list of allowed
computers.

1874 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

8 Click OK.

To check if the URL loads an XML file on the browser

1 On the Contact Center Manager Administration server, enter the following
in the Internet Explorer address bar:
http://localhost/common/soaplisten/rtdservice.xml
Result: The XML file appears in the browser.
Note: If this fails, replace local host with the name of the Contact Center
Manager Administration server.
2 If the XML file in the browser does not load after you replace local host
with the name of the Contact Center Manager Administration server, you
must ensure that IP address field in IIS is set to All Unassigned.

To set the IP address field in IIS to All Unassigned

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1875

Troubleshooting Standard 3.0

2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

3 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

1876 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

4 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

5 On the Web Site tab, under Web site identification, ensure that the IP
address field is set to All Unassigned.

To check the address configurations for Host Headers

On Windows 2003 systems, it is possible for receive *UNKNOWN* in the agent
display if Host Headers have been configured for the addresses.
1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1877

Troubleshooting Standard 3.0

2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

3 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

1878 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

4 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

5 Click Advanced.
Result: The Advanced Web Site Identification windows appears.
6 Ensure that in the Multiple identities for this web site list, an entry
appears for the Default address only and that the Host Header field is
empty. If the Host Header field is populated, or if entries for IP Addresses
other than Default appear, you must have an entry for localhost.

To ensure the anonymous user account has been assigned the correct
permissions
If your anonymous user account has been modified, this may cause *unknown*
to appear in Standard Agent Display. If the user specified is not the default, then
the new user must have access to all of the files under the Program Files\Nortel
Networks\WClient\Apps folder. Specifically, the user must be able to access the
“common\soaplisten” files.
1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

Installation and Maintenance Guide 1879

Troubleshooting Standard 3.0

2 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

3 In the left pane, click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.

1880 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

4 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties window appears.

Installation and Maintenance Guide 1881

Troubleshooting Standard 3.0

5 Click the Directory Security tab.

6 Under Authentication and access control, click Edit.

7 Ensure that the specified anonymous user is a member of one of the
groups with access to all of the required files.

Network Consolidated Real-Time Displays are missing some sites

Problem
For all users (except the webadmin user), the Network Consolidated Real-Time
Displays do not display data for a Contact Center Manager Server site
configured on the Contact Center Manager Administration server with a fully
qualified hostname (for example, CCMS_test1.enterprise.europe.nortel.com).
Skillsets from a server configured in this way will not display.

Solution
You must use the non-fully qualified hostname (for example, CCMS1_test1).

1882 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting Real-time Statistics Multicast from the Contact

Center Manager Administration server

Checklist
„ Ensure that the LAN/WAN supports multicast traffic by contacting your
network administrator to confirm that the routers have multicast
capabilities.
„ Verify that you installed Microsoft Windows 2003 Service Pack 1. If you
did not install Service Pack 1, you may not have the Internet Group
Management Protocol (IGMP) hotfix patch that is required for real-time
statistics multicast.
„ Verify that you can send and receive data between Contact Center Manager
Server, the Contact Center Manager Administration server, and the Contact
Center Manager Administration server clients. For more information, see
“Using ICERTDTrace to trace IP multicast data,” on page 1883.
„ Confirm that the Real-time Statistics Multicast (RSM) components are
sending data to the same IP multicast address.
„ Check the IP Receive address for the Contact Center Manager
Administration server. Make sure that it matches the IP Send multicast
address setting in Contact Center Manager Server.

Using ICERTDTrace to trace IP multicast data

Real-Time Display configurations of Contact Center Manager Administration
include a diagnostic tool called ICERTDTrace.exe to assist you in determining
whether your network has been configured properly for IP multicasting. If you
are experiencing Real-Time Reporting or Agent Desktop Display problems, you
can also use the tool to identify where the problem originates.

Use the ICERTDTrace.exe to determine why real-time reporting is not

displaying information about the Contact Center Manager Administration server
after you have configured RSM on Contact Center Manager Server.

Installation and Maintenance Guide 1883

Troubleshooting Standard 3.0

To use ICERTDTrace to test that the Contact Center Manager

Administration server is receiving multicast from the Contact
Center Manager Server
1 At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder

C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server

where [x] is the drive letter for the hard drive on which the operating system
is installed.
2 Enter the following command to trace data sent from Contact Center
Manager Server to the Contact Center Manager Administration server:
icertdtrace -r IPreceive <IP Multicast receive address> -s <CCMS
server name> -t <statistic type>
Note:
„ <statistic type> must be one of agent, application, skillset, ivr, nodal, or
route
„ The multicast address must be specified if the -s or -t options are used.
„ The -s or -t options can be used individually.
Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPRcvLog.txt.

To use ICERTDTrace to test that the Contact Center Manager

Administration server is sending multicast to clients
1 At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder

C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server

where [x] is the drive letter for the hard drive on which the operating system
is installed.
2 Enter the following command:
icertdtrace -r IPSend <IP Multicast send address> -s <CCMS server
name> -t <statistic type>
Note:

1884 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

„ <statistic type> must be one of agent, application, skillset, ivr, nodal, or

route
„ The multicast address must be specified if the -s or -t options are used.
„ The -s or -t options can be used individually.
Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPSndLog.txt.

If the ICERtdTrace tool test shows that the server is receiving, but
not sending multicast
To solve this problem, check that the ICERtd Service is running.

Check the application event log in the Windows Event viewer. If the event log
contains errors relating to machine names or IP addresses, verify that all the
configured Contact Center Manager Servers can be reached by their specified
names (that is, ping the individual names and verify that the IP address that the
system uses in the ping is the same one that appears in the Contact Center
Manager Administration Configuration screen).

Installation and Maintenance Guide 1885

Troubleshooting Standard 3.0

Site does not appear in Network Consolidated Real Time Display

(NCRTD) when added by IP address

Problem:
Networked sites do not appear in the real-time network consolidated display
when the server is added by IP address rather than by name.

The nodal displays for the site function correctly when added by IP address.

Solution:
Modify the server configuration so that the server is entered by name.

Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0

Problem:
When launching an agent map saved in SWC 4.5 SU06, you receive the
following error:
Microsoft VBScript runtime error '800a000d'

Type Mismatch"

Solution:
Resubmit the agent map and launch the agent map again.

Change in the agent's name does not reflect in the Standard Agent
Display

Problem:
When you go to the agent details page in Contact Center Manager
Administration and change the first name and last name of an agent that is
logged out, the Standard Agent Display does not reflect the changed name of the
agent when you log on the same agent and relaunch the Standard Agent Display.

Solution:
Restart the Contact Center Manager Administration IceRTDService and
relaunch the Standard Agent Display.

1886 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting Real-time Statistics Multicast from the Contact

Center Manager Server
If you are having problems with real-time displays, you can use the Multicast
Receive utility (mRcv.exe) on the Contact Center Manager Server to test the
RSM service.

The mRcv.exe utility displays statistical information according to the settings

specified in a configuration tool called mRcv.ini.

To test the RSM service using the mRcv.exe

Because the mRcv.exe utility tests the RSM service send capabilities one port at
a time, you must specify which IP address and port utility will monitor the
Mcast section of mRcv.ini file.
1 Modify the mRcv.ini file.
a. Click Start > Programs > Windows Explorer.
b. Navigate to the folder <drive>:\Nortel\iccm\bin\mRcv.ini.
c. Use a text editor to open mRcv.ini.
Result: The mRcv.ini file opens.

d. Modify the IP address or the port number, or both. The IP address field
must be the multicast IP address of the Contact Center Manager

Installation and Maintenance Guide 1887

Troubleshooting Standard 3.0

Server. The port number corresponds to the port number of the statistic
that you want to test.
Note: The port numbers listed within the section bordered by the number
(#) symbols in the mRcv.ini file are for reference only and list all of the
acceptable port numbers that you can use in your test. You can use these
port numbers as an easy-to-access list of valid ports that are being used in
the system to display data. The only portion of the mRcv.ini file that can be
modified is the [MCast] section at the bottom of the file.
For example, if you want to test receipt of Skillset - Interval to date data
using mRcv.exe, check the port number for Skillset - Interval to date in the
mRcv.ini file, and then change the port number for Skillset - Interval to date
in the mRcv.ini file, and then change the Port=setting in the [Mcast] section
to that port number. If Skillset - Interval to date = 6040 in the mRcv.ini file,
the [Mcast] section of the mRcv.ini file must be modified as follows:

[MCast]

IP=234.5.6.7

Port=6040
Attention: The IP address must match your IP multicast address.
e. Save the mRcv.ini file.
2 Click Start > Programs > Windows Explorer.
3 Navigate to the folder <drive>:\Nortel\iccm\bin.

1888 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

4 Double-click mRcv.eve.
Result: The mRcv.exe utility opens in a console window. If data is
multicasted out, the command prompt window is populated with incoming
data from the port and IP address that you specified in the mRcv.ini file.

Note: The mRcv.exe utility displays all data being received on the selected
port, including data that is not recognizable by RSM. All non-RSM data is
identified as “Not recognized by RSM.”
5 Save the mRcv.exe utility data.
a. Run mRcv.exe from the command prompt (that is,
<drive>:\Nortel\iccm\bin\mrcv>log.txt).
Result: The log file with the name log.txt is saved in the same folder as
mRcv.exe.

No data is multicasted out

Ensure that all types of statistics are selected in the MulticastCtrl.exe.
To ensure that all types of statistics are selected in the MulticastCtrl.exe
1 Click Start > Programs > Windows Explorer.
2 Navigate to the folder, <drive>:\Nortel\iccm\bin.

Installation and Maintenance Guide 1889

Troubleshooting Standard 3.0

3 Double-click MulticastCtrl.exe.
Result: The RTD Multicast controller window opens.

4 Ensure that all types of statistics are selected.

5 Click Apply.

1890 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting problems with Historical

Reports

The report viewer is blank when launching an ad hoc report

Problem
When you launch an ad hoc report, the report viewer is blank.

Solution
You must install the required third-party files on the client PC for the Crystal
Reports viewer to function properly. For details, see “Step 9. Install and
configure Agent Desktop Display” on page 300.

Cannot connect to the data source

Problem
You are trying to run historical reports, but when you connect to the server in
Contact Center Manager Server, you see an error message in the ad hoc report
preview window saying “There is a problem connecting to the data source.”

Solution
The appropriate solution for this issue depends on the source of the problem.
„ This problem can occur when the bindings order of the ELAN subnet
network card and the Nortel Server subnet network card on the server in
Contact Center Manager Server is not set up correctly. You must configure
the bindings order of the network interface cards so that the Nortel Server
subnet card comes first, then the ELAN subnet card, and then the virtual
adapters for remote access. For details, see the solution listed in the entry,
““No Supervisors Defined” error messages appear in Contact Center
Management,” on page 1911.
„ This problem can occur if you have not refreshed your server. Perform a
Refresh Server in the Configuration component of Contact Center Manager
Administration to validate the configured server details. For information
about refreshing servers, see “To refresh a single server in the system
tree,” on page 1821.

Installation and Maintenance Guide 1891

Troubleshooting Standard 3.0

„ This problem can occur if you upgrade from Symposium Call Center
Server 4.2/5.0 to Contact Center Manager Server 6.0, and the sysadmin
account is not used to configure the Symposium Call Center Server 4.2/5.0
site on the Symposium Web Client or Contact Center Manager
Administration prior to the upgrade. Documentation of the two methods for
correcting this issue follows.
To edit the sysadmin password in Contact Center Manager Administration
1 Log on to Contact Center Manager Administration.
2 Open the Configuration component.
3 In the left pane, right-click the name of the Contact Center Manager Server
that is experiencing the problem.
4 Click Edit Properties. This enables the text fields for the servers name, IP
address, login ID and password.
5 In the Login ID field, change the Login ID to sysadmin.
6 In the Password field, enter the same sysadmin password that is defined
on the Symposium Call Center Server Classic Client.
7 Click Submit.
8 Refresh the same Contact Center Manager Server.
a. On the system tree, click the Contact Center Manager Server.
b. On the menu bar, click Server > Refresh Server.
c. Click Yes.
Note: You can also right-click the server that you want to refresh. Then
select Refresh Server from the menu. The system asks if you are sure you
want to refresh the selected server.
d. Click Yes.
9 On the Launchpad, select Logout.
10 Log back on to Contact Center Manager Administration.

To edit the sysadmin password using Server Utility

1 Log on to Contact Center Manager Server using the Server Utility.
2 Double-click User Administrator > Users screen.

1892 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

3 Double click on the name of the user that logs on to the server through
Contact Center Manager Administration.
Note: The Login ID of this user is configured in the Desktop tab and is the
same as the Login ID configured in the Server Properties page on the
Contact Center Manager Administration. For details, see “To edit the
sysadmin password in Contact Center Manager Administration,” on page
1892.
4 Select the Desktop tab, and note the access class of the user.
5 Use Server Utility to delete this user.
6 Redefine this user using the same Login ID, Password, and access class.
7 Log on to Contact Center Manager Administration.
8 Open the Configuration component.
9 Refresh the same Contact Center Manager Server.
a. On the system tree, click the Contact Center Manager Server.
b. On the menu bar, click Server > Refresh Server.
c. Click Yes.
Note: You can also right-click the server that you want to refresh. Then
select Refresh Server from the menu. The system asks if you are sure you
want to refresh the selected server.
d. Click Yes.
10 Close all windows to complete the procedure.

Cannot print scheduled reports

Problem
You cannot print scheduled reports from the Historical Reporting component.

Solution
To print scheduled reports from the Historical Reporting component, you must
add and configure a local printer on the Contact Center Manager Administration
server while logged on as the administrator. To ensure the printer was configured
correctly, see “Option 1: To configure a network printer on the CCMA server”
on page 171.

Installation and Maintenance Guide 1893

Troubleshooting Standard 3.0

Note: After the printer is configured on the Contact Center Manager

Administration server, the administrator must remain logged on to the Contact
Center Manager Administration server for users to access the printer.

The synchronization of user imported reports shows the status:

Access denied on the network drive

Problem
This problem occurs because the Contact Center Manager Administration's IIS
directory security account (that is, IUSR_SWC) is not able to read the report
template on the network drive.

This can be caused by the following issues:

„ The source report folder on the network drive is not shared with read
permissions for IIS directory security account.
„ The Contact Center Manager Administration is on a workgroup and the
network PC is on a domain or vice-versa.

Solution

If CCMA is on a workgroup:
To verify the network access from Contact Center Manager Administration, map
the network drive on which the report template is stored by using the IIS
directory security account name and password (for example, IUSR_SWC) and
enter the password for this account.

Alternatively, you can use the net use command to verify whether you can map
to the report folder on the network drive from the Contact Center Manager
Administration server.
1 On the Contact Center Manager Administration server, go to MS DOS
prompt and run the net use command as follows:
NET USE \\<computername>\<sharename> password of IUSR_SWC /
USER:IUSR_SWC
2 If the network drive cannot be mapped, check the permission on the report
folder on the network drive.
3 If the network drive can be mapped but synchronization status shows
Access denied on the network drive, contact Nortel support.

1894 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

If CCMA is on a domain and IIS directory security account is also using the
domain account:

To verify the network access from Contact Center Manager Administration, map
the network drive on which the report template is stored by using the domain
name\IIS directory security account name and password (for example,
MyDomain\Account Name) and enter the password for this account.

Alternatively, you can use the net use command to verify whether you can map
to the report folder on the network drive from the Contact Center Manager
Administration server.
1 On Contact Center Manager Administration server, go to MS DOS prompt
and run the net use command as follows:
NET USE \\<computername>\<sharename> password of IIS domain
account /USER:domain name\IIS Domain Account Name
2 If the network drive cannot be mapped, check the permission on the report
folder on the network drive.
3 If the network drive can be mapped but synchronization status shows
Access denied on the network drive, contact Nortel support.

The Synchronization of user imported reports shows the status:

Access denied: Cannot copy to Contact Center Manager
Administration server.

Problem
This issue can occur when either the report is currently being run and
Synchronization was started at the same time, or if during the last successful
synchronization, the report template file that was copied had read-only attributes
on the network folder.

Solution
1. Make sure this report is not running.
2. Change the attributes of this report template on the network drive and
resave this report in Crystal software.
3. On Contact Center Manager Administration server, run the Synchronize
User Imported Report Templates again.

Installation and Maintenance Guide 1895

Troubleshooting Standard 3.0

User created report templates cannot be imported due to ASP script

time out error

Problem:
A major architecture change occurred from Crystal Reports 8.5 to Crystal
Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports
are Unicode-compliant. This may cause delay or failure when importing and
generating reports on Contact Center Manager Administration if the report
templates were created in Crystal Reports 8.5 or earlier.

Solution:
Resave report templates that cannot be imported and that run on Crystal Reports
8.5 or earlier versions of Crystal Reports into Crystal Reports 9 or Crystal
Reports 10. After you resave the report templates into Crystal Reports 9 or
Crystal Reports 10, you can import the report templates into Contact Center
Manager Administration.

Note: This is not always a problem; therefore, Nortel recommends that only
customers experiencing this issue perform this procedure.

1896 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To resave reports running on Crystal Reports 8.5 or earlier into Crystal

Reports 9 or Crystal Reports 10
1 Install Crystal Reports 10 Software on a PC other than the Contact Center
Manager Administration server.
Note:
„ Crystal Reports 9 is also supported by Contact Center Manager
Administration. This procedure assumes that you are resaving reports to
Crystal Reports 10, but you can use the same procedure to resave
reports into Crystal Reports 9.
„ Do not install Crystal Reports 9 or 10 on the Contact Center Manager
Administration server.
2 On the PC on which you have installed Crystal Reports 10, create a new
directory named OldVersionTemplates.
3 Copy all custom report templates created in Crystal 8.5 or earlier versions
into the directory OldVersionTemplates.
4 On the PC on which you have installed Crystal Reports 10, create a new
directory named Crystal10Templates.
5 Open the Crystal Reports 10 software.
6 Click File > Open.
7 Go to the OldVersionTemplates directory to select one of the templates.
8 Click Open.
9 Click File > Save As to save the report template into a Crystal 10 version
template.
10 Browse to the Crystal10Templates directory and click Save.
Result: The report template is saved into a Crystal 10 version template in
the Crystal10Templates directory.
11 Repeat steps 6 - 10 for each of the report templates in the
OldVersionTemplates directory.
12 After you save all the required templates into a Crystal Reports 10 version
template, copy the Crystal Reports 10 templates to the desired PC that you
want to use for Contact Center Manager Administration browser to import
these report templates.

Installation and Maintenance Guide 1897

Troubleshooting Standard 3.0

Historical Reports cannot retrieve large number of agents

Problem
When you access the Historical Reporting component and attempt to retrieve a
large list of agents in the selection criteria, a blank list is returned.

Solution
Increase the OAM Timeout value in the Real-Time Reporting settings in order to
retrieve the agent details. For example, set the OAM Timeout value to 40000 for
4000 configured agents.

1898 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

A license cannot be obtained to open Report Creation Wizard session

To check the License Manager (LM) Service Configuration

1 Click Start > All Programs > Manager Administration > Configuration.
2 Click LMService Configuration.
3 Verify that License Manager Server IP address and port numbers are
correct.
4 For detailed logs, choose LM Service Log Level to "Debug" from the list.
5 Click OK to submit your changes, if any.

To obtain details of the events

1 In the Windows event log, look for any entries with a source of LMService.
2 Open the log file LMService.log in notepad from CCMA install directory:
Program Files\Nortel Networks\Wclient\Nortel_Log
3 Open the License Manager Interface log in notepad (for example,
C:\LM_Interface.log)
Note: For coresident server with Contact Center Manager Administration
and Contact Center Manager Server, check with the Contact Center
Manager Server administrator for the License Manager interface log file
name and location.

Column Names text and data spill over the line in historical reports

Problem
When a historical report is run, the Column Names text and the data runs over
the line, making the report unreadable.

Solution
The issue is caused by the printer driver on the Contact Center Manager
Administration server. The generic text printer installed on the Contact Center
Manager Administration server conflicts with the report formats. The resolution
is to remove the generic text printer from the Contact Center Manager
Administration server and install the printer driver that a Crystal web process
can see (for example, HP LaserJet 4000 Series).

Installation and Maintenance Guide 1899

Troubleshooting Standard 3.0

Historical reports selection criteria is slow to display list of agent IDs

Problem
If the list of agent IDs in the Selection Criteria pane is taking a very long time to
populate, check the DNS entries for the Contact Center Manager Server. A
known issue occurred in which two entries were listed, the Nortel Server subnet
address and the ELAN subnet address.

Solution
If the Nortel Server subnet address and the ELAN subnet address are both listed,
remove the ELAN subnet address.

The scheduled report export fails on the network drive

Problem
This problem occurs because the Contact Center Manager Administration's
Scheduled report account (iceAdmin or the domain account) cannot write to the
folder that you have specified in the output file text box when scheduling the
report.

This can occur because of the following reasons:

„ The scheduled report account or account password used for the shared
folder on the client PC does not match the scheduled report account or
account password on the Contact Center Manager Administration server.
„ You specified an invalid path when scheduling the report.
„ The network directory folder does not have read/change permissions.
„ A network problem occurs when connecting to the directory folder.

Solution
Use the iceAdmin Password Change Utility to reset the scheduled report account
or account password. This will reset all the scheduled reports to use the correct
account name and password to export reports.

To verify the network access from Contact Center Manager Administration, use
scheduled report account name (iceAdmin or the domain account) and password
for this account to map the network drive to which the report is to be exported.

1900 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Alternatively, you can use the net use command to verify whether you can map
to the directory folder on the network drive from the Contact Center Manager
Administration server.
1 On Contact Center Manager Administration server, go to MS DOS prompt
and run the net use command as follows:
If you use iceAdmin as your scheduled report folder, type:
NET USE \\<computername>\<sharename> password of iceAdmin /
USER:iceAdmin
or
If you use the domain account as your scheduled report folder, type:
NET USE \\<computername>\<sharename> password of iceAdmin /
USER:<domain account name>
2 If the network drive cannot be mapped, check the permission on the report
folder on the network drive.
3 If the network drive can be mapped, try creating a file on the network folder.
If you cannot create a file on the network folder, check the share
permissions on the network folder from the network PC. It must be set to
Read/Change for the account you have set up on the network PC.
4 If you can create a file on the network folder but the scheduled report export
still fails, contact Nortel support.

You cannot activate scheduled reports

Problem
You cannot activate scheduled reports in Contact Center Manager
Administration. This problem occurs if the Internet Information Services (IIS)
default security account under anonymous access is not a member of the backup
operators group, or if you need to reset your scheduled report account (that is,
the iceAdmin password or the domain account/password).

Solution
To solve this issue perform the following tasks:
„ Ensure that the IIS default security account under anonymous access is a
member of the backup operators group.

Installation and Maintenance Guide 1901

Troubleshooting Standard 3.0

„ Reset scheduled report account or account password using the iceAdmin

Password Change utility.
To ensure that IIS default security account under anonymous access is a
member of backup operators
1 Click Start > All 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 menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.

1902 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

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

Result: The Authentication Methods window appears.
7 In the Authentication Methods window, ensure that Enable Anonymous
Access is selected and take note of the user account that is listed in the
User Name box.
8 Close all windows.
9 Click Start > Control Panel > Administrative Tools > Computer
Management.
10 In the left pane, click the Local Users and Groups heading.
11 In the right pane, double-click the Groups folder.
12 From the list of groups in the right pane, double-click Backup Operators.
13 Ensure that the IIS default security account under anonymous access is
listed under backup operators. If it is listed, proceed to “To reset the
scheduled report account or account password using the iceAdmin
Password Change Utility,” on page 1904. If the IIS default security account
under anonymous access is not listed, perform the steps below:
a. Click Add.
b. Enter the domain account as <domainname>\account name and click
OK.
c. or
d. Click Locations and select the domain in which the network domain
account belongs. Click OK. Then enter the domain account as
<domainname>/account name.
e. Click OK
f. If you cannot see the domain account on the Contact Center Manager
Administration server, contact your network administrator for resolution.
14 Close all windows to complete the procedure.

Installation and Maintenance Guide 1903

Troubleshooting Standard 3.0

To reset the scheduled report account or account password using the

iceAdmin Password Change Utility
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

1904 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

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.
6 In the Confirm Password box, type the password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

Installation and Maintenance Guide 1905

Troubleshooting Standard 3.0

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both
times, and then resets the password in all required components.

1906 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

9 Close all windows to complete the procedure.

Historical reports always display and print in portrait orientation

Problem
Your historical reports always display and print in portrait orientation even if the
report template is designed for landscape mode, thereby truncating part of the
report data columns.

Solution
This issue is caused by the printer driver on the Contact Center Manager
Administration server. Remove the “Microsoft Office Document Image Writer”
printer from the Contact Center Manager Administration server.

Exporting large reports to PDF causes error message

Problem:
When exporting a large report to PDF, the following error message appears:
The report was not exported. The selected export format
may be disabled on the server.

The error message appears if you attempt to export a report to PDF that has more
than 360 pages.

Solution:

To export a report to PDF with more than 360 pages, you must use the page
selection fields to export reports in batches of 360 pages or less. For example,
export page 1 to page 360 to PDF. Then for the remaining pages, select these
pages using ranges of 360 pages or less.

Fonts are missing in Report Creation Wizard

Problem:
There are fonts missing from the font list on the Configuration Settings page and
the Report Layout page in Report Creation Wizard.

Installation and Maintenance Guide 1907

Troubleshooting Standard 3.0

Solution:
The available fonts in Report Creation Wizard are the fonts installed on the
Contact Center Manager Administration server. Verify with the administrator
that the installed fonts meet the following requirements:
„ The font must be a TrueType font.
„ The font must support the following styles: Regular, Bold, Italic,
Underlined, and Strikethrough.
„ The font must support ANSI or Symbol character sets. The font can also
support other character sets, such as ShiftJIS or ChineseBig5.

Fonts installed on the Contact Center Manager Administration server that do not
meet these requirements are not available in Report Creation Wizard.

1908 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting other problems in CCMA

components

Problems with check boxes and Submit buttons in Historical

Reporting, Contact Center Management, and Access and Partition
Management

Problem
When you open certain pages in Contact Center Management, Access and
Partition Management, or Historical Reporting
„ you cannot use the Select All button to select all agents, skillsets, or access
classes
„ the Submit button remains disabled when you click Select All. In addition,
the Submit button remains disabled when you click individual agents,
skillsets, or access classes.
„ any selected options do not get updated correctly.

In Access and Partition Management, when you are viewing a partition and you
select a user from the Members area, you cannot see the selected user’s details.

Solution
This problem occurs only on PCs that are running Windows Server 2003 and
that are used to connect to Contact Center Manager Administration. When
Internet Explorer is used on a Windows Server 2003 platform, it includes the
new Internet Explorer Enhanced Security Configuration, which is enabled by
default. This configuration is designed to decrease the exposure of the server to
potential attacks that can occur through web content and application scripts.

One of the features of this configuration is to automatically block web sites that
are not listed in the Trusted Sites zone. In Contact Center Manager
Administration, certain pages in Contact Center Management, Historical
Reporting, and Access and Partition Management that contain lists of agents,
skillsets, and access classes make use of a behind-the-scenes URL called
“about:blank” to display the information correctly. Even after you add the
Contact Center Manager Administration server URL as a Trusted Site (for

Installation and Maintenance Guide 1909

Troubleshooting Standard 3.0

example, http://swcservername), you still need to add the “about:blank” URL as

a Trusted Site as well. This ensures that the “about:blank” URL is not blocked
by Internet Explorer, and that the Select All and Submit buttons function
properly.

To add the about:blank URL as a Trusted Site

1 On the Contact Center Manager Administration server running Windows
Server 2003, open Internet Explorer.
2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.
3 Click the Security tab.
4 Click the Trusted Sites icon.
5 Click Sites.
Result: The Trusted sites window appears.
6 Ensure that the Require server verification {https:} for all sites in this
zone check box is cleared.
7 In the Add this Web site to the zone box, type about:blank only (without
the http:// prefix).
8 Click Add.
9 Ensure that about:blank appears correctly in the Web sites box.
10 Click OK to save your changes and return to the Internet Options window.
11 Click OK to close the Internet Options window.

Contents from the about:blank web site are being blocked by the
Internet Explorer Enhanced Security Configuration
For the solution to this problem, see “Problems with check boxes and Submit
buttons in Historical Reporting, Contact Center Management, and Access and
Partition Management,” on page 1909.

1910 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Unable to view agents or skillsets in Access and Partition

Management User Defined Partitions screen
If you are unable to view available agents and skillsets in the User Defined
Partition view, ensure that all servers configured on the Contact Center Manager
Administration are fully operational. If a server that is not fully operational is
listed for this partition, It can result in a failure to display agent and skillset
information for any remaining servers.

“No Supervisors Defined” error messages appear in Contact Center

Management

Problem
You have added supervisors through Contact Center Management and exited the
component. When you return to the component and select the same server in
Contact Center Manager Server on which you defined the supervisors, you find
that the supervisors are not there, and an error message appears stating “No
Supervisors Defined.”

Solution
1. This problem can occur when the bindings order of the ELAN subnet
network card and Nortel Server subnet network card on the server in
Contact Center Manager Server is not set up correctly. You must configure
the bindings order of the network interface cards so that the Nortel Server
subnet card comes first, then the ELAN subnet card, and then the virtual
adapters for remote access.
2. Ensure that you have all Contact Center Manager Administration specific
stored procedures on the Contact Center Manager Server.

To configure the bindings order of the network interface cards

1 On the server in Contact Center Manager Server, click Start > Control
Panel.
2 Double-click Network and Dial-up Connections.
3 Click either the Nortel Server subnet or ELAN subnet connection, and then,
from the Advanced menu, click Advanced Settings.

Installation and Maintenance Guide 1911

Troubleshooting Standard 3.0

4 In the Connections box, make sure that the Nortel Server subnet
connection is listed first. If it is not first, adjust the order so that it appears
first.
5 Save your changes and close all windows.
6 Restart the server in Contact Center Manager Server.

To ensure that all Contact Center Manager Administration specific stored

procedures are on the Contact Center Manager Server
1 On the Contact Center Manager Server, browse to the directory
D:Nortel\iccm\dbinst\
2 Ensure that all the following stored procedures are in the directory:
„ WC_spAgentDetails.sql
„ WC_spAgQuery_.sql
„ WC_spAgQuery.sql
„ WC_spASNAgQuery.sql
„ WC_SAUAData.sql
„ WC_spSSAAgtAV.sql
„ WC_spSSQuery.sql
„ WC_spUAQuery.sql
„ WC_spSkAgQuery.sql
„ WC_spMaxAgtSearch.sql

Problems with the Configuration Tool

Problem
The amount of configuration data you can upload using the Contact Center
Manager Administration Configuration component is restricted by the limits you
have set in the Parameters tab of the Historical Statistics window in Contact
Center Manager Server. For example, if you have a limit of 240 configured
CDNs in the Historical Statistics on Contact Center Manager Server, you cannot
upload more than 240 CDNs using the Contact Center Manager Configuration
Tool spreadsheet. Always verify the Contact Center Manager Server limits
before beginning the upload process.

1912 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Solution
„ Ensure that the Security level is set to Medium, and Macros are enabled in
Tools > Macro > Security.
„ If you are using a client PC to upload or download configuration data,
ensure that the Contact Center Manager Administration application can be
accessed from the client with the Contact Center Manager Administration
Server Name.
„ The number of agent to skillset and agent to supervisor assignments that
you can upload from the Contact Center Manager Configuration Tool
spreadsheets is restricted to the number of worksheet columns that your
version of Microsoft Excel will support.

Installation and Maintenance Guide 1913

Troubleshooting Standard 3.0

Troubleshooting problems with Agent

Desktop Display

Cannot upgrade Agent Desktop Display

Problem
Agent Desktop Display fails to upgrade from Symposium Web Client 4.5 to
Contact Center Manager Administration 6.0 on client PCs.

This can occur if you have proxy settings turned on when you attempt to upgrade
Agent Desktop Display.

Solution
Ensure that proxy settings are turned off before you upgrade Agent Desktop
Display.
To turn off proxy settings
1 On Internet Explorer, click Tools > Internet Options.
Result: The Internet Options window appears.
2 On the Connections tab, click LAN Settings.
Result: The Local Area Network (LAN) Settings window appears.
3 Clear the checkbox next to Use a proxy server for your LAN.
4 Click OK.
5 Close all windows to complete the procedure.

Note: If your network security policy requires it, you must turn proxy settings
back on after you complete the Agent Desktop Display upgrade.

1914 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

Troubleshooting Simple Object Access

Protocol errors

Are you receiving Simple Object Access Protocol errors?

When you investigate Simple Object Access Protocol (SOAP) errors, you must
check the settings and configuration on both the Contact Center Manager
Administration server and the client PCs. This section is separated into the
actions that you perform on each type of computer.

Contact Center Manager Administration server

If you are receiving Simple Object Access Protocol (SOAP) errors, check the
following on the Contact Center Manager Administration server:
1. Ensure that the Contact Center Manager Administration server is set up as a
Trusted Site that allows the downloading of signed ActiveX Controls. For
details, see “To configure Internet Explorer 6.0 on the client PC” on page
258.

Note: In “To configure Internet Explorer 6.0 on the client PC” on page 258,
there are three options for configuring Internet Explorer; Option 1 is the
only one that requires you to set the Contact Center Manager
Administration server as a Trusted Site. If you have followed this option,
then you must also add the Contact Center Manager Administration server
fully qualified domain name as a Trusted Site when your server meets the
following conditions:
„ You are using the Contact Center Manager Administration server as a
client PC.
„ You are using the server fully qualified domain name as the default URL
to access Contact Center Manager Administration (as opposed to the
computer name), and you typed this name in the SOAP Configuration
Parameters window when you installed Contact Center Manager
Administration on the server.
You do not have to perform this step if you configured Internet Explorer
according to Options 2 or 3.

Installation and Maintenance Guide 1915

Troubleshooting Standard 3.0

2. Check for the required files on the Contact Center Manager Administration
server, as follows:
„ In the following path,
C:\Program Files\Common Files\MSSOAP\Binaries
where C is the drive on which SOAP is installed, ensure that these required
SOAP .dll files exist:
„ MSSOAP30.dll

„ SOAPIS30.dll

„ WHSC30.dll

„ WISC30.dll

„ In the following path,

C:\Program Files\Common Files\MSSOAP\Binaries\Resources\1033
where C is the drive on which SOAP is installed, ensure that this required
SOAP .dll file exists:
„ MSSOAPR30.dll

„ In the following path,

C:\WINNT\System32
where C is the drive on which the operating system is installed, ensure that
the following Microsoft XML parser files exist:
„ msxml4.dll

„ msxml4r.dll

3. Ensure that the Contact Center Manager Administration server is registered

with the DNS server by logging on to Contact Center Manager
Administration using the server name, instead of the IP address.
a. On the Contact Center Manager Administration server (or on a client
PC), open Internet Explorer.
b. In the Address box, type the URL of your Contact Center Manager
Administration server, using the appropriate protocol for your network
(either HTTP or HTTPS).
Result: If the server is registered with the DNS server, then the
Contact Center Manager Administration Logon page appears. If an
error message appears, then the server name is not registered with the
DNS server.

1916 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

4. Ensure that the appropriate SOAP files are using the Contact Center
Manager Administration server name as follows:
a. Navigate to the location where Contact Center Manager Administration
is installed:
X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP
b. Use a text editor, such as Notepad, to open the WSDL file,
SOAPWrapper.WSDL.
c. Scroll down to the end of the file and ensure that the port address does
not reference localhost, but the Contact Center Manager Administration
server name.

Example
The following line shows an example where the port address references the
localhost, which is the wrong configuration for Contact Center Manager
Administration:

<soap:addresslocation='http://localhost/SWCCommon/SOAP/
SOAPWrapperCommon.ASP'/>

If you see the above configuration, then you must replace localhost with the
computer name of the Contact Center Manager Administration server. In the
following example, the computer name of the Contact Center Manager
Administration server is SWCCONFIG:

<soap:addresslocation='http://SWCCONFIG/SWCCommon/SOAP/
SOAPWrapperCommon.ASP'/>
5. Ensure that IIS is configured correctly, as follows:
a. Click Start > All Programs > Administrative Tools > Internet
Services Manager.
b. In the Internet Information Services window, click the plus sign (+)
beside the server name.
c. In the tree, right-click Default Web Site, and then click Properties from
the menu.
d. Click the Home Directory tab.
e. Click Configuration.

Installation and Maintenance Guide 1917

Troubleshooting Standard 3.0

f. On the App Mappings tab, in the Application Mappings box, verify

whether the .wsdl extension appears under the Extension column
heading.
g. If this value exists, then it references the SOAPISAP.dll at the location
C:\Program Files\Common Files\MSSoap\Binaries\SOAPISAP.dll.
h. Select this line, and then click Remove.
i. Click OK twice to save your changes.
j. Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6. Ensure that the system can load the WSDL file, as follows:
a. Open Internet Explorer.
b. In the Address box, type the location of the WSDL file:
http://servername/Common/SOAP/SOAPWrapper.WSDL

where servername is the computer name of the Contact Center

Manager Administration server.
c. Press Enter.
Result: The WSDL file appears in XML format. If the system cannot
load the file in this format, then an error message appears.

Client PC
If you are receiving Simple Object Access Protocol (SOAP) errors, check the
following on the client PC:
1. Ensure that the Contact Center Manager Administration server is set up as a
Trusted Site that allows the downloading of signed ActiveX Controls. For
details, see “To configure Internet Explorer 6.0 on the client PC” on page
258.

Note: In “To configure Internet Explorer 6.0 on the client PC” on page 258,
you must set the Contact Center Manager Administration server as a
Trusted Site. You must also add the Contact Center Manager
Administration server fully qualified domain name as a Trusted Site on the
client PC when the following condition exists:

1918 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

„ You are using the server fully qualified domain name as the default URL
to access Contact Center Manager Administration (as opposed to the
computer name), and you typed this name in the SOAP Configuration
Parameters window when you installed Contact Center Manager
Administration on the server.
2. Ensure that ClientSoap.msi is installed. To verify whether it is installed,
ensure that all the SOAP and Microsoft XML parser files noted on page
1916 are in the same locations on the client PC.

Note: The file WHSC30.dll only appears on client PCs running Windows Server
2003 and Windows XP. If the client PC runs on any other platform, then this file
is not applicable.
3. If ClientSoap.msi is not installed, then a message appears when you first
attempt to log on to Contact Center Manager Administration, giving you
the option of downloading the Client Soap package from the Contact
Center Manager Administration server. You must have administrative
privileges to install this package.
4. If you used the fully qualified domain name in the SOAP Configuration
Parameters window when you installed Contact Center Manager
Administration on the server, then you must also add this name as a Trusted
Site on each client PC that accesses the Contact Center Manager
Administration server. Ensure that the name is set as a Trusted Site by
performing the following steps:
a. Click Tools > Internet Options.
b. Click the Security tab.
c. Click the Trusted Sites icon.
d. Click Sites.
e. Clear the Require server verification {https:} for all sites in this
zone check box.
f. In the Web sites box, ensure that the fully qualified domain name
appears.

Installation and Maintenance Guide 1919

Troubleshooting Standard 3.0

You receive a message indicating that you must run the

ChangeSOAPSrv utility
Note: This message and the procedure that follows are applicable only to
Symposium Web Client 4.5 SU05 or later; the message does not appear if you
have a previous release of the software installed.

This message appears when you launch a component that requires SOAP (for
example, the Configuration component), but SOAP has not been configured
correctly. When you launch the utility, it reconfigures the server name settings in
the .WSDL files, enabling SOAP to function properly.

This message usually appears because the incorrect server name was entered in
the SOAP Configuration Parameters window during the Contact Center
Manager Administration installation. If the Contact Center Manager
Administration default URL is the Contact Center Manager Administration
server fully qualified host name (for example, <computername>.<domain
name>.com), then you must type this name during the installation. Likewise, if
the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, then you must type
the fully qualified domain name in the SOAP Configuration Parameters window.
However, if the server computer name was entered in this window instead, then
SOAP malfunctions, and the ChangeSOAPSrv message appears.

To run the ChangeSOAPSrv utility

If you have received a pop-up message indicating that you must run the
ChangeSOAPSrv utility, perform this procedure.
1 Make note of the path that appears in the message. If you have already
closed the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
2 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact
Center Manager Administration is installed.
3 At the prompt, type the following text (which includes the path that appears
in the message):
ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<computer name>

1920 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

where <computer name> is the name of the server, or the fully qualified
domain name, if this is what you use as the Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
4 Press Enter.
Result: A window appears, showing the updated SOAP files.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).

Installation and Maintenance Guide 1921

Troubleshooting Standard 3.0

Troubleshooting iceAdmin password

problems

Have you forgotten the iceAdmin password?

If you have forgotten or misplaced the iceAdmin password, you can use the
procedure in this section to reset it.

Note: You can also use the first part of this procedure (steps 1 to 7) if you have
forgotten or misplaced the password and you are upgrading from Contact Center
Manager Administration to a later release. During the upgrade process, the
system asks you to type the old iceAdmin password. At this point in the
installation—and without halting the installation process—you can perform
steps 1 to 7 listed below, and then return directly to the upgrade installation,
typing the iceAdmin password that you supply in step 6 below as the old
iceAdmin password in the upgrade installation.

Manually resetting the password involves the following two main steps:
1. You must reset the password in Windows.
2. You must reset the password by using the iceAdmin Password Change
utility that is provided with Contact Center Manager Administration.

To reset the iceAdmin password in Windows

Note: You must be logged on as a user with administrator privileges before you
perform this procedure.
1 On the Contact Center Manager Administration server, click Click Start >
Administrative Tools > Computer Management.
Result: The Computer Management window appears.

1922 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

2 In the left pane, click the plus sign (+) beside Local Users and Groups.
Result: The folder expands.

Installation and Maintenance Guide 1923

Troubleshooting Standard 3.0

3 Click the Users folder.

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

4 Locate and right-click the iceAdmin user.

5 From the menu, select Set Password.
Result: The Set Password window appears.
6 In the boxes provided, type the new password and confirm the password.
7 Click OK.
8 Close all windows to save your changes. Continue with the following steps
to change the password using the iceAdmin Password Change Utility.

1924 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To change the password using the iceAdmin Password Change

Utility
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

Installation and Maintenance Guide 1925

Troubleshooting Standard 3.0

3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change window appears.

4 In the Old Password box, type the same password that you used in step 6.
5 In the New Password box, type a new password for the iceAdmin user
account.
6 In the Confirm Password box, type the new password again.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option will be enabled on the
iceAdmin Password Change window. If you want to export scheduled
reports to a domain account, follow the steps below. If you do not want to
export scheduled reports to a domain account, or if the domain account
button is disabled, proceed to step 8.

1926 Nortel Contact Center Manager Administration

May 2006 Troubleshooting

To add the domain account information

Note: The domain account setup function of the iceAdmin Password
Change Utility can be used to reset the domain account password if it is
changed by the administrator.
a. Click Domain Account.
Result: The Optional Domain Account Setup window appears.

b. In the Select Domain Name field, select the name of the domain that
you want to add from the drop-down menu.
c. In the Enter Domain Account field, enter the domain account.
Note: Obtain the domain account name and password from your
network administrator.
d. In the Enter Domain Account Password field, enter the domain
account password.
Note: You must enter the correct domain account password. If the
password is incorrect, the system will not proceed.
e. In the Confirm Domain Account Password field, reenter the domain
account password.
f. Click OK.
Result: The iceAdmin Password Change window reappears and
activates all scheduled reports using the domain account instead of the
local iceAdmin account.
8 Click OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components.

Installation and Maintenance Guide 1927

Troubleshooting Standard 3.0

1928 Nortel Contact Center Manager Administration

Appendix A

Event Codes

In this appendix
Operating System events 1930
Contact Center Management Administration events 1932

Installation and Maintenance Guide 1929

Event Codes Standard 3.0

Operating System events

Event
Event ID Severity Source Description and mitigation

ISS Service 7031 Critical Service Description: The World Wide Web
Failure Control Publishing Service service terminated
Manager unexpectedly.
Mitigation: Specify a recovery action
of restart for the Service.

IIS Service 7031 Critical Service Description: The IIS Admin Service
Failure Control service terminated unexpectedly.
Manager Mitigation: Specify a recovery action
of restart for the Service.

ADAM Service 7031 Critical Service Description: The SymposiumWC

Failure Control service terminated unexpectedly.
Manager Mitigation: Specify a recovery action
of restart for the Service.

Real Time 7031 Major Service Description: The IceRTDService

Information Control service terminated unexpectedly.
Service Failure Manager Mitigation: Specify a recovery action
of restart for the Service.

ICE Assignment 7031 Major Service Description: The ICE Assignment

Service Failure Control service terminated unexpectedly
Manager Mitigation: Specify a recovery action
of restart for the Service.

Emergency 7031 Major Service Description: The IceEmHlpService

Help Service Control service terminated unexpectedly.
Failure Manager Mitigation: Specify a recovery action
of restart for the Service.

1930 Nortel Contact Center Manager Administration

May 2006 Event Codes

Event
Event ID Severity Source Description and mitigation

License 7031 Major Service Description: The CCMA LMService

Manager Control service terminated unexpectedly.
Service Failure Manager Mitigation: Specify a recovery action
of restart for the Service.

Installation and Maintenance Guide 1931

Event Codes Standard 3.0

Contact Center Management Administration

events

Event
ID Severity Source Description

101 Critical CCMA Registry key \SOFTWARE\Nortel\RTD can not

be created or opened!
102 Critical CCMA Registry value
\SOFTWARE\Nortel\RTD\Transform Rate can
not be read!

103 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Output Rate can not
be read!

104 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Receive can not be read!

105 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Receive can not be written!
106 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP
Send can not be written!

107 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Transform Rate can
not be written!

108 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Output Rate can not
be written!

109 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Send can not be read!

110 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\OAM

Timeout can not be written!

1932 Nortel Contact Center Manager Administration

May 2006 Event Codes

Event
ID Severity Source Description

111 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\OAM

Timeout can not be read!

112 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Tranmission Option
cannot be written!

113 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Tranmission Option
cannot be read!

114 Information CCMA Unicast realtime data transmission is not

supported from this server.

115 Information CCMA A unicast connection with this client already

exists for statistic type %1.

116 Major CCMA The IP address %1 for stat %2 could not be

stored. Unicast connection cannot be established.
117 Major CCMA Error establishing unicast socket, could not bind
to the socket.

118 Major CCMA Error establishing unicast socket, the socket

could not be created.

119 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\Max

Unicast Sessions cannot be written!
120 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\Max
Unicast Sessions cannot be read!

121 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Compression cannot
be written!

122 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Compression cannot
be read!

Installation and Maintenance Guide 1933

Event Codes Standard 3.0

Event
ID Severity Source Description

123 Major CCMA %1 unicast sessions open, no further sessions

available. %nThis value may be increased
through the RTR settings.

124 Major CCMA The IP address %1!s! for stat %2 could not be
stored in the timestamp map. Unicast connection
not established.

125 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Multicast Filter
cannot be written!

126 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Multicast Filter
cannot be read!

140 Major CCMA Socket "select" in receiver thread failed %1

141 Major CCMA HELLO Message Timeout. Haven't heard from

IP %1!s! stat %2!s! for more than 5 minutes.
Closing connection.

150 Major CCMA Socket initialization failed.

151 Major CCMA Request failed! Host is down or nbnmsrvc.exe is

not running. Error code %1!s!.

152 Minor CCMA OAM Error! Error code %1!s!.

153 Major CCMA Host %1!s! not found! %nError resolving host
name to IP address.

154 Minor CCMA %1!s!: Socket error %2!s!.

155 Minor CCMA Registry value

\\SOFTWARE\\Nortel\\RTD\\NCC Server can
not be read or written!

1934 Nortel Contact Center Manager Administration

May 2006 Event Codes

Event
ID Severity Source Description

156 Minor CCMA Registry value

\\SOFTWARE\\Nortel\\WClient\\WClient_path
can not be read or write!

157 Minor CCMA Registry key \\SOFTWARE\\Nortel\\WClient

can not be opened!

159 Minor CCMA Host name parameter is missing or empty in call

to function!

160 Minor CCMA Registry key

\\SOFTWARE\\Nortel\\EmergencyHelp can not
be opened!

161 Minor CCMA Invalid registry key name has been passed!
162 Major CCMA %1!s! error: %2!s!.\nHost: %3!s!.\nIP Address:
%4!s!.\nNote: SCCS 4.0 servers do not support
that function
200 Information CCMA System Error Detail = %1!s!

201 Information CCMA Generic Error Detail = %1!s!

500 Information CCMA %1!s!

1000 Minor CCMA ICESocket Exception: %1!s!

1100 Major CCMA Message registration Send failed with %1!s!

%nMessage: %2!s! %nChannel: %3!s!
%nStatus=%4 %nchName=%5!s!
%naddress=%6!s!

1101 Information CCMA Message registration passed with %1!s!

%nMessage: %2!s! %nChannel: %3!s!
%nchannelName = %4!s! %naddress = %5!s!
%n

Installation and Maintenance Guide 1935

Event Codes Standard 3.0

Event
ID Severity Source Description

1102 Major CCMA Message registration Connect failed with %1!s!

%nMessage: %2!s! %nChannel: %3!s!
%nStatus=%4 %nchName=%5!s!
%naddress=%6!s!
1103 Major CCMA Message Re-Registration Send failed with %1!s!
%nChannel %2!s! %nstatus = %3 %nchannel
name = %4!s! %naddress = %5!s!

1104 Information CCMA Message Re-Registration passed with %1!s!

%nChannel: %2!s! %nchannel Name = %3!s!
%naddress = %4!s!

1105 Major CCMA Message Re-Registration Connect Failed with

%1!s! %nChannel: %2!s! %nstatus=%3
%nchannel name=%4!s! %naddress=%5!s!

1106 Major CCMA Can not find server name for the site %1!s!
1107 Major CCMA Can not find host %1!s! address

1108 Minor CCMA ePerform NIOAM_dwUserGet error: %1

1109 Minor CCMA %1!s! %nError: %2. %nHost: %3!s!. %nIP

Address: %4!s!

2000 Information CCMA Generic OAM Error: %1!s!

1000 Information ICEEmHlpService lists successfully and unsuccessfully refreshed

servers

1936 Nortel Contact Center Manager Administration

Appendix B

CCMA in a Citrix environment

In this appendix
Contact Center Manager Administration and Citrix 1938
Installation overview 1940
CCMA and Citrix installation and configuration checklist 1941

Installation and Maintenance Guide 1937

CCMA in a Citrix environment Standard 3.0

Contact Center Manager Administration and

Citrix

Introduction
You can now access Contact Center Manager Administration and Agent Desktop
Display through either a Terminal Services or Citrix MetaFrame XPe
environment (the Citrix MetaFrame XP Enterprise edition software).

When accessing Contact Center Manager Administration through either a Citrix

or Terminal Services client on their PCs, end users (supervisors) connect
through an Internet Explorer browser that runs on the Terminal Services/Citrix
server. The browser is made available to them through a Terminal Services/
Citrix client that is running locally on their PC.

The following diagram provides an overview of the Citrix environment when

combined with Contact Center Manager Administration:

1938 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

Citrix server software requirements

„ Windows Server 2003 with Internet Information Services (IIS) and
Terminal Services configured in Application Server mode For
recommendations about the latest Microsoft Service Packs to install, go to
www.citrix.com.
„ Microsoft Internet Explorer 6.0 with the latest supported service
pack—For information about the service packs validated with Contact
Center Manager Administration, consult the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List
located at www.nortel.com.
„ Simple Object Access Protocol (SOAP) client software
„ Required ActiveX controls—These controls are usually downloaded
automatically when you connect to the Contact Center Manager
Administration server. However, in a Citrix environment, you must either
install these controls from an MSI file or manually download these controls
onto the Citrix server. For more information about installing ActiveX
controls from an MSI file, see “To run the ActiveX Controls.msi file on
each client PC,” on page 295. For more information about manually
downloading ActiveX controls, see “To manually download the required
third-party Active X controls” on page 1946.

Note: For details about the software requirements for the Contact Center
Manager Administration server, see Nortel Contact Center Manager
Administration PreInstallation Guide.

Citrix client hardware and software requirements

For details about the Citrix client hardware and software requirements, consult
the Citrix documentation.

Installation and Maintenance Guide 1939

CCMA in a Citrix environment Standard 3.0

Installation overview

You have the option to configure and use either of the following environments
with Contact Center Manager Administration:
„ Terminal Services server environment—In this environment, you must
install Windows Server 2003 and Terminal Services (enabled in application
server mode) on the server.
„ Citrix MetaFrame XPe server environment—In this environment, in
addition to installing Windows Server 2003 and Terminal Services (enabled
in application server mode) on the server, you must also install the Citrix
MetaFrame XPe Server software.

Choose the environment that is best suited to your organization.

For details about installing Terminal Services/Citrix, see “CCMA and Citrix
installation and configuration checklist” on page 1941.

1940 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

CCMA and Citrix installation and

configuration checklist

Introduction
When you set up Terminal Services/Citrix in a Contact Center Manager
Administration environment, use the following checklist to guide you through
the installation and configuration steps. Because some procedures are the same
as those you perform in a traditional Contact Center Manager Administration
environment (that is, non-Citrix), the checklist refers you to the relevant sections
in the guide; all Citrix procedures are covered in this appendix.

Install Installation task description ✓

order

1 On the Terminal Services/Citrix server, install Windows 2003 ❑

Server; follow the instructions provided in Contact Center
Technical Requirements and Operating System Configuration
Guide.
Note: Follow the steps in the Windows 2003 Server checklist to
install the software on either the Contact Center Manager
Administration server or the Terminal Services/Citrix server. The
installation steps for each server are slightly different. Differences
are indicated in notes in the appropriate installation step.
2 Install terminal services, following the Microsoft documentation. ❑

Installation and Maintenance Guide 1941

CCMA in a Citrix environment Standard 3.0

Install Installation task description ✓

order

3 On the Terminal Services/Citrix server, switch to install mode as ❑

follows:
1 Log on to the server as a local administrator.
2 Open a command prompt.
3 At the C:\> prompt, type change user /install.
4 Press Enter.
5 Minimize the command window.
Note: For more detailed information, consult your Windows
Server 2003 documentation.
4 On the Terminal Services/Citrix server, configure Internet ❑
Explorer. For details, refer to “Step 3. Configure Internet Explorer”
on page 255.
5 On the Terminal Services/Citrix server, install the Simple Object ❑
Access Protocol (SOAP) client software. For details, see “Step 4.
Install Simple Object Access Protocol” on page 270.
6 On the Terminal Services/Citrix server, install the required third- ❑
party controls. To do so, you can perform either of the following
procedures:
„ Manually install the ActiveX controls.msi file on the Citrix
server. This file contains all the required controls bundled in
one file. For details, see “To run the ActiveX Controls.msi file
on each client PC,” on page 295, substituting the Citrix server
for the client PC.
„ Manually download the required third-party ActiveX controls.
For details, refer to “Manually downloading the required third-
party Active X controls” on page 1946.
7 On the Terminal Services/Citrix server, install the Agent Desktop ❑
Display client software. For details, see Section C: “Configuring
agent workstations,” on page 299.

1942 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

Install Installation task description ✓

order

8 Configure the Agent Desktop Display client software. In a normal ❑

Contact Center Manager Administration environment (that is, non-
Citrix), administrators configure each client installation with the IP
address of the server in Contact Center Manager Server with which
the Agent Desktop Display application works.
In a Citrix environment, however, multiple agents access the
application through a single Terminal Services/Citrix server and,
as a result, they all retrieve the same configuration information.
For this reason, all agents who use Agent Desktop Display through
a Terminal Services/Citrix server must be configured on the same
server in Contact Center Manager Server (because the application
can only communicate with a single server in Contact Center
Manager Server).
In a Citrix environment, each Terminal Services/Citrix server can
point to a different server in Contact Center Manager Server and
can publish each of the configured Agent Desktop Display
applications to the Program Neighborhood under a different name.
These published applications can then be filtered by username or
group, thereby allowing different groups of users to access
different servers in Contact Center Manager Server. Nortel
recommends this configuration when agents from different servers
in Contact Center Manager Server require access to the Agent
Desktop Display application.
For information about using roaming user profiles, see “Using
roaming profiles in a Terminal Services/Citrix environment” on
page 1950.
9 Put the Terminal Services/Citrix server into execute mode before ❑
proceeding to the next step.
1 Maximize the command window that you had minimized at the
end of step 2.
2 At the prompt, type change user /execute, and then press
Enter.
3 Close the command prompt.

Installation and Maintenance Guide 1943

CCMA in a Citrix environment Standard 3.0

Install Installation task description ✓

order

10 Configure the Terminal Services/Citrix server default user profile ❑

for new users. For details, see the Microsoft documentation on user
profiles. After you finish this step, you have two options:
„ If you want to work with a Terminal Services server, then you
are now finished installing all the required software and you
can proceed to step 12.
„ If you want to work with a Citrix server, then continue to the
next step.
11 Check the Citrix web site (www.citrix.com) for the latest software ❑
updates.
12 On the Citrix server, to install the Citrix MetaFrame XPe Server ❑
software, create a server farm, or add the server to an existing
server farm. For details, see the Citrix documentation.
13 Install and activate the Citrix MetaFrame XPe Server licenses. ❑
14 Set up a local printer on the Citrix client PC, and then share the ❑
printer. Add this shared printer to the Terminal Services/Citrix
server. You can then use this local printer to print from Contact
Center Manager Administration applications. For details about
setting up printers, see your Microsoft documentation.

1944 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

Install Installation task description ✓

order

15 To give users access to graphical displays that they have exported ❑

from Contact Center Manager Administration without publishing
the desktop, publish the shared directories in which these exported
files are saved as follows:
1 Create a folder on a remote server as follows:
\\<server_name>\Profiles\<user_name>
where <server_name> is the name of the server and
<user_name> is the Windows logon ID of the user.
2 Share this folder with the appropriate permissions so that users
can read and write to it remotely.
3 In the MetaFrame XP Management Utility, publish the new
folder as content, meaning that you make available to users with
the appropriate privileges any documents, folders, and images
within it.
4 Type the Universal Naming Convention (UNC) folder name,
and then click Next.
Note: A UNC folder name is the full Windows 2000 name of a
resource on a network. It conforms to the
\\<server_name>\<sharename> syntax.
5 Apply the appropriate permissions to the folder, and then click
Finish. Users should have read/write, and possibly delete access
permissions to this folder.
16 Create a private graphical display of type chart. Launch the display ❑
you have just created.
17 Publish the Internet Explorer and Agent Desktop Display ❑
applications for use by the Terminal Services/Citrix server. Use
your preferred means of application publishing to do so. For more
information, see the Citrix documentation.
18 Optionally, install Microsoft Office applications on the Terminal ❑
Services/Citrix server.

Installation and Maintenance Guide 1945

CCMA in a Citrix environment Standard 3.0

Manually downloading the required third-party Active X controls

Contact Center Manager Administration uses a number of Active X controls
within Internet Explorer. The controls are usually downloaded automatically by
the Internet Explorer browser when users first access the Contact Center
Manager Administration pages that require them.

However, in a Terminal Services/Citrix environment, Nortel recommends that

you download these controls manually while logged on to the Terminal Services/
Citrix server as an administrator. The following procedure describes how to
trigger the download.

Note: Instead of manually downloading the client controls, you can use the
ActiveX controls.msi file to install all controls at once on the Citrix server. For
details about this file, see “To run the ActiveX Controls.msi file on each client
PC,” on page 295, substituting the Citrix server for the client PC.

To manually download the required third-party Active X controls

1 Log on to the Terminal Services/Citrix server as the administrator or as a
user with administrator privileges.
2 From the server, log on to Contact Center Manager Administration as
webadmin.
3 From the launchpad, click Configuration.
4 Add a server in Contact Center Manager Server, if one has not already
been added.
Note: For details, see the online Help included with Contact Center
Manager Administration.
5 In Configuration, log on to a server in the tree.
Result: The server expands to reveal a series of folders.
6 Click the CDNs (Route Points) folder.
Result: The CDNs (Route Points) window appears and the system
downloads the required third-party control.
7 In Configuration, log on to an Network Control Center (NCC) server in the
tree. If there is no NCC server listed, then add one.
Result: The server expands to reveal a series of folders.
8 Click the Sites folder, and then click the Assignments folder.

1946 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

9 Under Assignments, click on a server name.

Result: The system downloads the required third-party control.
10 From the menu, select Launchpad > Historical Reporting.
11 From the system tree, log on to a server and open a standard report.
12 In the right pane, click Run Now.
Result: The system runs the report and downloads the required third-party
control.
13 From the menu, select Launchpad > Real-Time Reporting.
14 In the system tree, log on to a server, and then create a private skillset
chart display.
Note: For details, see the online Help included with Contact Center
Manager Administration.
15 Launch the display you created.
Result: The system launches the display and downloads the required third-
party control.
16 From the menu, select Launchpad > Emergency Help.
17 In the system tree, click a server to launch an Emergency Help display.
Result: The system launches the display and downloads the required third-
party control.
18 From the menu, select Launchpad > Scripting.
19 In the system tree, log on to a server, and then click the Application
Thresholds folder.
20 In the system tree, click the Script Manager folder.

Installing the Citrix MetaFrame XPe Server software

The installation of the Citrix MetaFrame XPe Server software involves the
following two main procedures:
„ Create a server farm, or add the server to an existing server farm.
„ Activate the Citrix MetaFrame XPe Server licenses.

Please refer to the Citrix software installation procedure in the Citrix

documentation. The following procedure is provided as a guideline only.

Installation and Maintenance Guide 1947

CCMA in a Citrix environment Standard 3.0

To create or join a server farm

1 Insert the Citrix MetaFrame XPe Server software CD-ROM in the Citrix
server.
2 Log on to the Citrix server as the domain administrator.
3 Click Start > Control Panel > Add or Remove Programs.
4 Click Add New Programs.
5 Click CD or Floppy to indicate that you want to install the Citrix MetaFrame
XP Server software from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
6 Click Next.
Result: The Run Installation Program window appears.
7 Click Browse, and then navigate to the setup file on the Citrix CD-ROM,
setup.exe.
8 Double-click this file.
Result: The path to the setup.exe file appears in the Open box.
9 Click Next.
10 Click Install or update MetaFrame XP Server.
11 In the next window, click MetaFrame XP Feature Release 3.
Result: The Welcome window appears.
12 Click Next.
Result: The License Agreement window appears.
13 Click I accept the license agreement, and then click Next.
Result: The Product Family Selection window appears.
14 Select the appropriate installation type for your organization, and then
click Next.
Result: The Select Product Type window appears.
15 Select the appropriate product type for your organization, and then
click Next.
Result: The Component Selection window appears.

1948 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

16 Select the appropriate components to install, and then click Next.

Result: The Pass-Through Authentication window appears.
17 Click Yes to enable Pass-Through Authentication, and then click Next.
Result: The Create or Join a Server Farm window appears.
18 Based on your current setup, you have the following two options:
„ If you do not currently have a MetaFrame XP server farm configured,
then you must create a new server farm as follows:
a. Click Create a new farm, and then click Next.
b. Proceed to step 19.
„ If you already have a MetaFrame XP server farm configured, then you
must add the server to your existing server farm as follows:
a. Click Join an existing farm, and then click Next.
b. Click Connect to a database on this MetaFrame XP Server, and then
type the name of the server farm node in the box provided. The number
in the box is the port number that the server uses; do not change this
number.
c. Ensure that the check box beside Use default zone name is selected.
d. Click Next.
Result: The Access the Database on a MetaFrame XP Server window
appears.
19 Type the username, password, and domain required for accessing the
database on the server farm node, and then click Next.
Result: The Configure Shadowing window appears.
20 Select the appropriate configuration for shadowing users, and then
click Next.
Result: The Configure Citrix XML Service Port window appears.
21 Accept the default TCP/IP port, and then click Next.
Result: The Review window appears.

Installation and Maintenance Guide 1949

CCMA in a Citrix environment Standard 3.0

22 Review the selections that you have made, and then click Next to install the
software.
Result: The Updating System window appears, and the program installs
the software. When it is finished, a window appears, notifying you that the
software installation was successful.
23 Click Close when the software has been successfully installed.
Result: A message box asks you to restart the server.
24 Click Yes to restart the server.

Activating the Citrix MetaFrame XPe Server licences

Because Citrix runs on top of Terminal Services, a Terminal Server Client
Access License (CAL) must exist on the Terminal Services Licensing Server for
each client connection.

Refer to the Multiple Licensing Programs that Citrix offers at www.citrix.com

for information about additional required licensing for Citrix.

For information about activating a Citrix license, refer to the Citrix

documentation.

Using roaming profiles in a Terminal Services/Citrix environment

According to Microsoft, in scenarios in which users might end up connected to a
different Terminal Server because of a change in IP address, you can redirect the
storage of user data and preferences to an alternate location, such as a file server
that is dedicated to storing files. In this case, data and preferences are accessible
to the user regardless of the Terminal Server that supports the connection.

Normally, when using Terminal Services, the system stores individual user files
and preferences on the Terminal Server to which the user is currently connected.
However, you can redirect user information and preferences to a different
location by configuring Terminal Services user profiles to store any user data at
the specified storage location. For more information, consult the Microsoft
documentation.

1950 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

You can specify a path to a home folder where users’ roaming profiles are stored
for terminal server sessions. This can be either a local folder or a network shared
folder. When allowing users to log on to a terminal server, you can grant access
to a specific terminal server on a per-user basis.

Note: If you leave this option disabled, the user is not allowed to log on to any
terminal servers.

For details about creating roaming user profiles that enable users to connect to
different Terminal Servers, see “Creating Terminal Services roaming user
profiles” on page 1951.

Administrators can use the Terminal Services user profiles that they create to
restrict access to applications (such as Contact Center Manager Administration
and Agent Desktop Display) by removing these applications from the user’s
Start menu. Administrators can also create and store network connections to
printers and other resources for use during user sessions. For more information,
refer to the Microsoft web site at www.microsoft.com.

Creating Terminal Services roaming user profiles

When new users log on to the server, they use the local server default profile and
create a temporary cache on this server. These profiles are stored on the shared
server so that the next time the user logs on and is routed to a different server for
any reason, the user’s profile is the same.

To enable users to log on to different servers, you must create roaming user
profiles for them. For details, see “To create Terminal Services Roaming user
profiles”, or consult your Windows Server 2003 documentation.

To create Terminal Services Roaming user profiles

1. On the server, create a new domain user account. For example, create an
account named tsuser1.
2. Create a folder on a shared network drive in which you can store network
profiles (for example: \\<server_name>\tsusers).
3. In Windows Server 2003, edit the new user’s properties as follows:
a. Click Start > Control Panel > Administrative Tools > Computer
Management.

Installation and Maintenance Guide 1951

CCMA in a Citrix environment Standard 3.0

b. In the left pane, click the plus sign (+) beside Local Users and
Groups.
c. Click the Users folder.
d. In the right pane, locate the new user who you created in step 1. In this
example, locate tsuser1.
e. Right-click this user, and then select Properties.
f. Click the Profile tab.
g. Under the User profile heading, in the Profile path box, type a path to
the folder that you created in step 2. In this example, you type
\\<server_name>\tsusers\tsuser1\profile, where profile is the name of
the folder where user profiles are stored.
h. Under the Home folder heading, select the Connect option.
i. From the list, select the drive letter that you want to use to map to the
folder path (for example, drive U:), and then type the path to the folder
in the To box. In this example, you type
\\<server_name>\tsusers\tsuser1.
j. Click OK and accept the changes.

Citrix and Mandatory user profiles for clients

When Citrix clients are logged on using Mandatory profiles, you must ensure
that the profiles do not restrict any information required by the Contact Center
Manager Administration server.

For example, the client browser language value, which is normally set in Internet
Explorer (by clicking Tools > Internet Options > Languages), must be passed to
the Contact Center Manager Administration server with every request. When set
through the browser, this locale value is stored under the following registry key:

HKEY_CURRENT_USER / Software / Microsoft / Internet Explorer /

International / AcceptLanguage

1952 Nortel Contact Center Manager Administration

May 2006 CCMA in a Citrix environment

Citrix and upgrades to the Contact Center Manager Administration

software
After you upgrade the Contact Center Manager Administration software on the
server, you must either manually download all required third party ActiveX
controls again, or install the updated ActiveXControl.msi on the Terminal
Services/Citrix server. For details, see “Manually downloading the required
third-party Active X controls” on page 1946.

After you upgrade the Agent Desktop Display software, start the application. If
the application notifies you of an available update, follow the on-screen prompts
to install the update. If an update message does not appear, then you need not
update Agent Desktop Display.

Citrix and exporting snapshots of real-time displays

When you work in the Real-Time Reporting component in a Citrix environment,
and you want to export a site summary chart from a real-time display, you can
choose the location of the exported file for only private real-time displays while
customizing the display. For public real-time displays, however, the system
automatically exports the chart to your desktop. If your roaming user profile has
been configured in such as way that you do not have access to the desktop within
your Citrix environment, then you should only export snapshots to a shared
network folder. First, you must make a private copy of the display, and then type
a valid export path to a shared network folder to which you have access, as
follows:

To configure the path for exporting site summary charts

1 While logged on to Contact Center Manager Administration through a Citrix
session, in the Real-Time Reporting component, on the system tree, under
the server containing the display that you want to customize, click the
Private Tabular Displays folder.
2 Click the display name.
Result: The Properties, Columns, and Filters tabs appear.
3 On the Properties tab, in the Summary chart export path box, type the
path to the shared network folder in which you want to save snapshots of
the network or site summary charts (as .bmp or .jpg files). The path must
be in the format \\<server_name>\<folder_name>\. For example, to save

Installation and Maintenance Guide 1953

CCMA in a Citrix environment Standard 3.0

the summary chart on the server called Contact Center and in a shared
network folder called Displays, type \\Contact_Center\Displays\ in this
box.
Note: In this path, you must include the closing slash (\). If you do not
include it, the chart will not be saved correctly.
4 Click Submit to save your changes.

1954 Nortel Contact Center Manager Administration

Appendix C

Web site types

In this appendix
Determining your web site type 1956

Installation and Maintenance Guide 1955

Web site types Standard 3.0

Determining your web site type

Introduction
To determine which web site type is best for your organization when you install
Contact Center Manager Administration, evaluate how you intend to use the
server on which Contact Center Manager Administration will reside.

Web sites and virtual directories

There are two ways in which you can install Contact Center Manager
Administration on the server:
„ as a stand-alone Contact Center Manager Administration web site
„ as a “sub-site” or virtual directory attached to an existing web site

Note: You must specify the type of web site that Contact Center Manager
Administration uses in the Contact Center Manager Administration installation
process. For more information, see Chapter 3, “Installing the software on the
primary server”.

Regardless of the type of web site that you choose, the application behaves in
the same way, and is visible to client PCs in the same way. The only significant
difference between a virtual directory web site and a default web site is the way
in which it appears in Windows Server 2003.

Contact Center Manager Administration as a stand-alone web site

If Contact Center Manager Administration fits the following criteria, you should
set up Contact Center Manager Administration as the default web site:
„ Contact Center Manager Administration is the only application that will run
on the Contact Center Manager Administration server.
„ The existing company intranet or extranet is on another server, entirely
separate from the domain being used for Contact Center Manager
Administration.

1956 Nortel Contact Center Manager Administration

May 2006 Web site types

When Contact Center Manager Administration is installed as a default web site,

it appears as follows:

Contact Center Manager Administration as a virtual directory

Set up Contact Center Manager Administration as a virtual directory on an
existing web site if Contact Center Manager Administration fits the following
criteria:
„ You have a company intranet or extranet, or both, that already resides on
the Contact Center Manager Administration server.
„ You are installing Contact Center Manager Administration as an additional
web site on the Contact Center Manager Administration server.

When Contact Center Manager Administration is installed as a virtual directory,

it appears as a folder called WClient in the Default Web Site tree.

Installation and Maintenance Guide 1957

Web site types Standard 3.0

1958 Nortel Contact Center Manager Administration

Glossary

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

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

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

ACD call
See Automatic call distribution call.

ACD-DN
See Automatic call distribution directory number.

ACD routing table

See Automatic call distribution routing table.

acquired resource
A resource configured on the switch that is under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.

activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.

Installation and Maintenance Guide 1959

Glossary Standard 3.0

active server
In a system with a Replication Server, the server that is providing call processing
and administration services.

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

adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.

administrator
A user who is responsible for setting up and maintaining Contact Center
Manager Administration and Contact Center – Multimedia.

agent
A user who is responsible for handling inbound and outbound voice calls, e-mail
messages, and web communications.

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

agent to skillset assignment

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

agent to supervisor assignment

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

1960 Contact Center Manager Administration

May 2006 Glossary

AIP
Advanced I/O Processor

alias
See e-mail alias.

ANI
See Automatic Number Identification.

API
See application program interface.

application
1. A logical entity that represents a Contact Center Manager Administration
script for reporting purposes. The Master script and each primary script have an
associated application. The application has the same name as the script it
represents. 2. A program that runs on a computer.

application program interface

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

application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.

Automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.

Installation and Maintenance Guide 1961

Glossary Standard 3.0

Automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also Automatic call
distribution directory number.

Automatic call distribution directory number

A DN associated with an ACD group. Calls made to an automatic call
distribution directory number are distributed to agents belonging to the group,
based on the ACD routing table on the switch.

Automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.

Automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.

auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”

B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

BBUA
Back-to-Back User Agent.

C call age
The amount of time a call was waiting in the system before being answered by
an agent.

1962 Contact Center Manager Administration

May 2006 Glossary

Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.

call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, A group of capabilities or
knowledge required to answer a specific type of call. skillset intrinsic, time
intrinsic, traffic intrinsic.

call presentation class

A collection of preferences that determines how calls are presented to an

agent.call priority
A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also skillset priority.

Call Request Queue Size

Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.

call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.

call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.

Installation and Maintenance Guide 1963

Glossary Standard 3.0

CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.

campaign
See Outbound campaign.

CAT
Channel Allocation Table

CCR
customer controlled routing

CDN
See controlled directory number.

central processing unit

The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.

centum call seconds

A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.

CLAN
See Customer Local Area Network.

CLAN subnet
See enterprise IP network.

Classic Client
The Windows-based client component for Symposium Call Center Server.

CLID
See Calling Line Identification.

1964 Contact Center Manager Administration

May 2006 Glossary

client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available, Server Utility and Contact Center Manager Administration.
See also server.

closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.

command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

Communication Control Toolkit

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management. It
provides management simplicity and flexible control.

Computer Telephony Integration

An application that enables a computer to control telephone calls.

Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.

Contact Center Agent Desktop

An agent tool that enables contact center agents to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.

Installation and Maintenance Guide 1965

Glossary Standard 3.0

Contact Center - Manager

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

Contact Center Manager Administration

A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.

Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

Contact Center Manager Server

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

Contact Center Manager Server call

A call to a CDN that is controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.

Contact Center – Multimedia Server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail and web communications.

Contact Center Standby Server

The server that contains an up-to-date back-up version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.

1966 Contact Center Manager Administration

May 2006 Glossary

Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.

controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Contact Center
Manager Server.

CPH
calls per hour

CPU
See central processing unit.

CRM
See Customer Relationship Manager.

CRQS
See Call Request Queue Size.

CSL
Command and Status Link

CTD
See Conditionally Toll Denied.

CTI
See Computer Telephony Integration.

Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and Desktop
Clients connects.

Installation and Maintenance Guide 1967

Glossary Standard 3.0

Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.

D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.

database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.

DBMS
Database Management System

deacquire
To release an acquired switch resource from the control of the Contact Center.

deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.

default activity code

The activity code that is assigned to a call if an agent does not enter an activity
code manually, or when an agent presses the activity code button twice on the
phoneset.

default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.

denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.

1968 Contact Center Manager Administration

May 2006 Glossary

DEP
See Data Execution Prevention.

Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.

desktop user
A configured user who can log on to the Contact Center Manager
Administration server from a client PC.

DHCP
See dynamic host configuration protocol.

Dial-Up Networking
See Remote Access Services.

Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.

DID
Direct Inward Dial

directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).

directory number call

A call that is presented to the DN key on an agent’s phoneset.

Installation and Maintenance Guide 1969

Glossary Standard 3.0

display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.

disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.

Distant Steering Code

Used by the switch to route calls to their intended destination.

Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

DN
See directory number.

DN call
See directory number call.

DNIS
See Dialed Number Identification Service.

DoS
See denial of service.

DP
See Designer Patch.

DSC
Distant Steering Code

DTMF
Dual Tone Multi Frequency

1970 Contact Center Manager Administration

May 2006 Glossary

Dual Tone Multi Frequency

A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.

DVMRP
See Distance Vector Multicast Routing Protocol.

dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.

E EBC
See equivalent basic calls.

EIU
Ethernet Interface Unit

ELAN Subnet
See embedded local area network.

e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox [email protected] can have the
aliases [email protected] and [email protected]. E-mail
addressed to either of these aliases are forwarded to the
[email protected] mailbox. To route e-mail differently depending on the
alias to which they are addressed, create a recipient mailbox as an alias in
Contact Center Multimedia Administrator application and then create routing
rules based on the alias.

Installation and Maintenance Guide 1971

Glossary Standard 3.0

e-mail message contact

An incoming e-mail message that is handled intelligently using rules to route a
contact according to a skillset, send an auto-response, or close the contact.

e-mail rule
Rules determine how an e-mail contact is to be routed based on information
about the e-mail message (inputs) and configurations in your contact center
(outputs).

embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.

enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel Networks
Server subnet.

equivalent basic calls

A measure of the telephone switch CPU real-time required to process a basic
call. See also basic call.

event
1. An occurrence or action on Contact Center, such as the sending or receiving
of a message, the opening or closing of an application, or the reporting of an
error. Some events are for information only, while others can indicate a problem.
Events are categorized by severity: information, minor, major, and critical. 2. An
action generated by a script command, such as queuing a call to a skillset or
playing music.

expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.

1972 Contact Center Manager Administration

May 2006 Glossary

F See Flow Control Threshold.

firewall
A set of programs that protects the resources of a private network from external
users.

first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.

Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.

G global settings
Settings that apply to all skillsets or IVR ACD-DNs that are configured on your
system.

global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.

GOS
See grade of service.

grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.

Installation and Maintenance Guide 1973

Glossary Standard 3.0

H HDX
See Host Data Exchange

Host Data Exchange

A rich scripting language provided with Contact Center - Manager to control
treatment of calls.

HTTP
See Hypertext Transfer Protocol.

hundred call seconds

See centum call seconds.

Hypertext Transfer Protocol

The set of rules for transferring data on the World Wide Web.

I IGMP
See Internet Group Management Protocol.

Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager Administration calls are presented.

Integrated Services Digital Network

A set of standards for transmitting digital information over ordinary telephone
wire and other media.

Integration Package for Meridian Link

A feature that integrates an IVR system with a switch.

Interactive voice response

An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.

Interactive voice response ACD-DN

A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.

1974 Contact Center Manager Administration

May 2006 Glossary

Interactive voice response event

A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or de-acquires a voice port.

Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
„ client requests to join a group
„ messages about group membership sent by hosts to routers

Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use the
TCP/IP protocol to route messages based on the IP address of the destination.
The format of an IP address is a 32-bit numeric address written as four values
separated by periods. Each value can be 0 to 255. For example, 1.160.10.240
could be an IP address.

intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, A group of capabilities or
knowledge required to answer a specific type of call. skillset intrinsic, time
intrinsic, traffic intrinsic.

IP address
See Internet Protocol address.

IPML
See Integration Package for Meridian Link.

ISDN
See Integrated Services Digital Network.

IVR
See Interactive voice response.

Installation and Maintenance Guide 1975

Glossary Standard 3.0

IVR ACD-DN
See Interactive voice response ACD-DN.

IVR event
See Interactive voice response event.

IVR port
See voice port.

L LAN
See Local area network.

Local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers, and are confined to a single building or
group of buildings.

logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

M mailbox
See recipient mailbox.

Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIBs)
contribute to the overall network MIB by
„ identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
„ identifying significant events (SNMP traps), such as alarms reporting
„ specifying formats of alarms

1976 Contact Center Manager Administration

May 2006 Glossary

Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager Administration, but it
can be customized by an authorized user. It can be deactivated but not deleted.
See also primary script, script, secondary script.

mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.

mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for post-call processing when the agent is not
available to handle other calls. 3. Inter-call interval (including union break, if
any).

Media Application Server

A programmable media end point in a SIP signaling network that acts as a SIP
User Agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. Basic capabilities include accepting SIP
sessions and a broad range of audio and video IP-based media. The Media
Application Server delivers programmable customized intelligent media
services to those sessions using text, voice, and video initially, with extensibility
to other media and information types as the applications grow.

mean time between calls

The average time between presentation of calls to an agent.

Meridian Link Services

A communications facility that provides an interface between the switch and a
third-party host application.

MHT
See mean holding time.

Installation and Maintenance Guide 1977

Glossary Standard 3.0

MIB
See Management Information Base.

MLS
See Meridian Link Services.

MOSPF
See Multicasting Extensions to Open Shortest Path First.

MTBC
See mean time between calls.

Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.

Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and web communication contacts.

music route
A resource installed on the switch that provides music to callers while they wait
for an agent.

N NACD call
A call that arrives at the server from a network ACD-DN.

NAT
See Network Address Translation.

Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

1978 Contact Center Manager Administration

May 2006 Glossary

network interface card

An expansion board that enables a PC to be connected to a local area network
(LAN).

night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

Nortel VPN Router Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.

NPA
See Number Plan Area.

Number Plan Area

Area code

O object linking and embedding

A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.

ODBC
See Open Database Connectivity.

OEM
Original equipment manufacturer

Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.

Installation and Maintenance Guide 1979

Glossary Standard 3.0

OLE
See object linking and embedding.

Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.

Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.

Optivity Telephony Manager

A Nortel application used for switch management. It provides management
simplicity and flexible control.

OSPF
See Open Shortest Path First.

OTM
See Optivity Telephony Manager.

Outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.

Outbound Campaign Management Tool

An administrator tool accessed through Contact Center Administration for
configuring outbound campaigns.

Outbound contact
An outgoing voice call that is intelligently routed to an agent according to a
skillset within a defined time interval. The call can be dialed by the agent or the
switch.

out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if there are no agents logged on or if the supervisor puts the skillset into
out-of-service mode manually. See also night mode, transition mode.

1980 Contact Center Manager Administration

May 2006 Glossary

out-of-service skillset
A skillset that is not taking any new calls. While a skillset is out of service,
incoming calls cannot be queued to the skillset. See also skillset.

P See Designer Patch.

pegging
The action of incrementing statistical counters to track and report on system
events.

pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.

PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.

Performance Enhancement Package

Now known as Designer Patch. See Designer Patch.

phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.

phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.

PIM
See Protocol Independent Multicast.

Platform Vendor Independence

A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.

Installation and Maintenance Guide 1981

Glossary Standard 3.0

Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset.

primary script
A script that is executed or referenced by the Master script. A primary script can
route calls to skillsets, or it can transfer routing control to a secondary script. See
also Master script, script, secondary script.

Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.

PSTN
See public switched telephone network.

public switched telephone network

The international network of private and government–owned voice–oriented
public telephone networks.

R RAID
See Redundant Array of Intelligent/Inexpensive Disks.

RAN
recorded announcement

RAN route
See recorded announcement route.

RAS
See Remote Access Services.

Real-time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.

1982 Contact Center Manager Administration

May 2006 Glossary

recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).

recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.

Redundant Array of Intelligent/Inexpensive Disks

A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.

redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.

Remote Access Services

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.

Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.

Installation and Maintenance Guide 1983

Glossary Standard 3.0

reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.

Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.

router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.

RSM
See Real-time Statistics Multicast.

RSVP
See Resource Reservation Protocol.

rule
See e-mail rule.

S sample script
A script that is installed with the Contact Center Manager Server client. Sample
scripts are stored as text files in a special folder on the client. The contents of
these scripts can be imported or copied into user scripts to create scripts for
typical contact center scenarios.

SCM
See Service Control Manager.

script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, primary
script, secondary script.

1984 Contact Center Manager Administration

May 2006 Glossary

script variable
See variable.

second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

secondary script
Any script (other than a Master or primary script) that is referenced from a
primary script or any other secondary script. There is no pegging of statistics for
actions occurring during a secondary script. See also Master script, primary
script, script.

server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.

Server subnet
The subnet to which the Nortel Networks servers, such as Contact Center
Manager Server, Network Control Center, Contact Center Manager
Administration, Contact Center - Multimedia, and CallPilot are connected.

service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.

Service Control Manager

A Windows NT process that manages the different services on the PC.

service level
The percentage of incoming calls answered within a configured number of
seconds.

Installation and Maintenance Guide 1985

Glossary Standard 3.0

service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.

Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02 and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.

Service Update Supplementary

A standalone Contact Center supplementary software application that is
installed on top of a specific Service Update (SU). It does not contain the
contents of previous SUs. The next SU will include SUSs built on top of
previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contain
SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also
Service Update and Designer Patch.

Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.

Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
„ managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to the outside world via an SNMP
management process called an SNMP Agent
„ management stations, which are computers running special network
management software that interact with the Agents for status
„ management information, which is conveyed through exact specifications
and format of status specified by the MIB
„ Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

1986 Contact Center Manager Administration

May 2006 Glossary

SIP
See Session Initiation Protocol.

site
A system using Contact Center Manager Server that can be accessed using SMI.

skillset

A group of capabilities or knowledge required to answer a specific type of call.

skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.

skillset priority
An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.

SNMP
See Simple Network Management Protocol.

standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.

standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.

SU
See Service Update.

Installation and Maintenance Guide 1987

Glossary Standard 3.0

supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.

SUS
See Service Update Supplementary.

switch
See telephony switch.

switch resource
A device that is configured on the switch. For example, a CDN is configured on
the switch, and then is used as a resource with Contact Center Manager Server.
See also acquired resource.

system-defined script
The Master_Script can be customized or deactivated by a user, but cannot be
deleted. the first script executed for every call arriving at the contact center.

T TAPI
See Telephony Application Program Interface.

TCP/IP
See Transmission Control Protocol/Internet Protocol.

TDM
See Time-Division Multiplex.

telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.

telephony switch
The hardware that process calls and routes them to their destination.

1988 Contact Center Manager Administration

May 2006 Glossary

Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.

threshold
A value for a statistic at which system handling of the statistic changes.

threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.

Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, A group of
capabilities or knowledge required to answer a specific type of call. skillset
intrinsic, traffic intrinsic.

Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.

traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, A group of capabilities or knowledge required to
answer a specific type of call. skillset intrinsic, time intrinsic.

transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.

Installation and Maintenance Guide 1989

Glossary Standard 3.0

Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.

treatment
See call treatment.

U user-created script
A script that is created by an authorized user on the Contact Center Manager
Administration system. Primary and secondary scripts are user-created scripts.

User Defined script

A script that is modified by an authorized user on the Contact Center Manager
Administration system.

utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.

V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.

variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple scripts
to determine treatment and routing of calls entering Contact Center Manager
Server. See also call variable, global variable.

Virtual Private Network

A private network that is configured within a public network to take advantage
of the economies of scale and management facilities of large networks.

Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.

1990 Contact Center Manager Administration

May 2006 Glossary

Voice over IP
Voice traffic that is transmitted in digital format using the IP protocol.

voice port
A connection from a telephony port on the switch to a port on the IVR system.

VPN
See Virtual Private Network.

VXML
See VXML.

W WAN
See also Wide area network.

Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.

Wide area network

A 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 scenarios
Sets 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 Contact Center
Manager Administration.

Installation and Maintenance Guide 1991

Glossary Standard 3.0

1992 Contact Center Manager Administration

Index

A creating a second user account 281

functions on replicating server 1660
about introduction 24
Access and Partition Management 24 problems viewing user details in 1909
Active Directory Application 44 troubleshooting blank display 161
Active Directory Application Mode 1649 troubleshooting check boxes and buttons 1909
Active X control security on client troubleshooting viewing agents or
machines 255 skillsets 1911
Agent Desktop Display 26 access classes and partitions
Audit Trail 26 upgrading 584
blank messages in Internet Explorer 1910 activating
Contact Center Management 23 a report schedule 330
coresident servers 58 a report schedule on a new server 1196
digital certificates 1803 security templates 1812
domains 1734 activating security templates
Event Viewer 1718 coresident server 1812
installing primary Contact Center Manager Active Directory Application Mode
Administration server 45 about 44, 1649
installing replicating Contact Center Manager and replication 1649
Administration server 45 and service accounts 1652
Microsoft Windows Backup Tool 1668 configuring ports 102
migrating from Windows Server 2000 to data migration software downloading 594
Windows Server 2003 589 first time replication 433
Nortel Backup and Restore utility 1668 for migrating Windows Server 594
Outbound Campaign Management Tool 27 replication 433, 1645
Patch Viewer 1574 service account options 1653
replicating server 44 uninstalling 1501
Report Creation Wizard 26 using during installation and
scripting 24 uninstallation 1502
service update verifying installation of 1850
supplements 111, 434, 785, 1032, 1572 Active Directory software
service updates 111, 434, 785, 1032, 1572 extracting for Windows Server 2000
third-party backup tools 1668 migration 605
upgrade scenarios 582 restoring data not in the 687
upgrading from SWC to CCMA 6.0 952 Active X controls
URLScan 1797 about security 255
workgroups 1734 downloading 286
accepting downloading third-party controls 1946
default ports 102 security 270
license agreement for client machines 278 ActiveX Controls.msi file
Access and Partition Management running from an SMS server 892

Installation and Maintenance Guide 1993

Index Standard 3.0

ADAM deleting 352, 1217

See Active Directory Application Mode migrating from Classic Client 348, 1213
adding agent-to-supervisor assignments
computer name of CCMA server to HOSTS comparing classic client to Contact Center
tables 1848 Manager Administration 348, 1213
IIS user account 135, 1350 deleting 352, 1217
server to an existing domain 1738 migrating from Classic Client 348, 1213
server to existing domain 123, 796, 1338 application and skillset billboards
server to workgroup 1747 migrating 339, 1204
URL as a trusted site 1910 application and skillset charts
administrator password 691 migrating 344, 1209
troubleshooting incorrect entries 742 application server
Windows Server 2003 621 administrator password 621, 969
Agent Desktop Display computer name of 621, 969
and proxy settings 1914 configuring the event viewer log on 1850
compatibility with Contact Center Manager configuring to support multiple languages 538
Administration 301, 898 installing Sybase Open Client 632, 974
configuring display parameters 728 registering name of on DNS server 1846
configuring new parameters after an applying
upgrade 855 security patches 631, 1810
configuring parameters after migration 1425 Windows Server 2003 service update 653
configuring parameters on a new server 1116 ASP.NET
configuring parameters on server 210 configuring IIS 127, 800, 1342
configuring parameters on the replicating associated supervisors
server 524 in Classic Client 949
configuring software 300 Audit Trail
configuring the maximum number of downloading controls to the client during
agents 526 installation 286
configuring threshold colors for 527 downloading controls to the client during
how to switch to a standby server 1705 upgrades 884, 1158
installing 302 introduction 26
installing and configuring client
machines 300
introduction 26
multiple Contact Center Manager
B
Administration servers 302 backing up
refresh rate 525 before an upgrade 756
troubleshooting 1912, 1914 by manually copying files 1683
upgrading 302, 898 data files on a source server 757
agent-skillset assignments data, methods of 1667
migrating from Classic Client 939 Emergency Help configurations 1685
agent-supervisor assignments on coresident servers 1669
migrating from Classic Client 939 performing full backups of the CCMA
agent-to-skillset assignments server 1670
comparing classic client to Contact Center Real-time Reporting configurations 1685
Manager Administration 348, 1213 Symposium Web Client 757

1994 Nortel Contact Center Manager Administration

May 2006 Index

using Microsoft Windows Backup Tool 1679 computer name in Windows Server 2003 621
using Nortel Backup and Restore Utility computer name of Contact Center Manager
Nortel Backup and Restore Utility Administration server 1706, 1836
using 1671, 1673 computer name of Contact Center Manager
using Veritas Backup 1681 Server 1835
why you must 1664 default user account passwords 662
backing up data new server 1429
on coresident server 1011, 1690 when installing 214
using Microsoft Windows 2000 hostname of coresident server 1128
Contact Center Manager Server 1670 iceadmin password 858
full backup of source 600, 998, 1232 IP addresses 711
with the Nortel Backup and Restore logon passwords for Contact Center Manager
utility 1234 Administration 281
backups checking Symposium version
about scheduling 1645 source 599
performing one-time 1667 target 615, 963
scheduling 1667 checklists
synchronizing 1667 installing Windows Server 2003 619, 966
backward compatibility of Nortel products 960 migrating Windows Server 2000 to Windows
best practices Server 2003 592
Contact Center Manager Administration migration of Classic Client 315, 1181
resiliency 1644 server installation software 753, 959
bindings order Windows 2000 Server installation 967
configuring in Contact Center Manager Citrix
Server 1891 activating licenses for MetaFrame XP
blank URLs as a Trusted Site 1910 Server 1950
browser 220 and Contact Center Manager
basis for Contact Center Manager Administration 1938
Administration 23 and upgrades to Contact Center Manager
configuring language preference 220 Administration 1953
configuring on client 254 client hardware requirements 1939
disabling cookies 556 client software requirements 1939
disabling pop-up blockers 263 creating a server farm for MetaFrame XP
downloading Active X controls 290 Server 1948
locating the locales.dat file 225 exporting real-time displays in 1953
upgrading on client machines 254 installing and configuring 1941
using for failure 44 installing MetaFrame XP Server
software 1947
server software requirements 1939
Classic Client
C deleting a report schedule 331, 1197
call-by-call reports 916, 1190 deleting agent-to-skillset
ChangeSOAPSrv utility 1920 assignments 352, 1217
running 1598, 1613, 1631, 1708, 1837, 1920 deleting agent-to-supervisor
changing assignments 352, 1217
computer name 1625, 1628 deleting associated supervisors 358, 1223

Installation and Maintenance Guide 1995

Index Standard 3.0

deleting routing table assignments 357, 1222 requirements

locating user-created reports 321, 1187 Internet Explorer 248
migrating agent-skillset assignments 939 Simple Object Access Protocol 248
migrating agent-supervisor assignments 939 running multiple sessions on 1851
migrating agent-to-skillset security 255
assignments 348, 1213 supported operating systems 255
migrating agent-to-supervisor upgrading Internet Explorer on 254
assignments 348, 1213 user privileges required 291
migrating application and skillset user privileges required on 293, 889, 891
billboards 339, 1204 viewing list of third-party controls 291
migrating application and skillset code signing certificates 557
charts 344, 1209 communication problems
migrating filter sets 317, 1183 with Contact Center Manager Server 1834
migrating filtersets 909 comparing
migrating graphical real-time displays 930 Classic Client and Contact Center Manager
migrating historical reports 319, 911, 1185 Administration
migrating NCC routing table scheduled agent assignments 348, 1213
assignments 946 historical report storage 319, 1185
migrating real-time displays 925 real-time displays 333, 1199
migrating routing table unicast and multicast 720
assignments 355, 1220 user types 353, 1218
migrating user types 353, 944, 1218 compatibility
migration checklist 315, 1181 and Contact Center Manager
removing associated supervisors 949 Administration 580, 581
support in Symposium Call Center Server 314 of servers with Nortel products 960
clearing routes components in Contact Center Manager
before migrating Windows Server 2000 611 Administration 23
client access licensing 617, 965 computer name
client machines changing 1625, 1628
accepting the license agreement 278 changing in Windows Server 2003 969, 1256
configuring Agent Desktop Display 300 changing on coresident Windows Server
configuring Internet Explorer 255, 258 2003 1128, 1479, 1707, 1837
configuring Internet Explorer on 559 changing on stand-alone Windows Server
configuring the Windows display 252 2003 1478, 1596, 1608, 1706, 1836
configuring web browser 254 changing Windows Server 2003 621
deleting third-party controls 292 matching with DNS host 1267
downloading controls 286 synchronizing 1625, 1628
installing Agent Desktop Display 300 configuration tool
installing Simple Object Access Protocol 270 troubleshooting 1912
installing third-party controls on 884, 1158 configuring 726
installing third-party software 248 Agent Desktop Displays 210
Internet Explorer version 248 anonymous user account for Windows Server
logging on to Contact Center Manager 2003 653
Administration first time 280 application server to support multiple
modifying the HOSTS tables on 1848 languages 538
permissions required for downloads 292 Emergency help

1996 Nortel Contact Center Manager Administration

May 2006 Index

Contact Center Manager computer name of 1256

Administration 164 deactivating reports 330, 1196
Symposium Web Client 4.5 726 default logon ID 283
Historical Reporting 166 defining report output options 328, 1194
Internet Explorer for clients 255 events 1932
License Manager Service 146, 819, 1361 installation prerequisites 38
logon warning message 150, 823, 1365 installing primary server 95
microsoft remote desktop logging on 878
connection 71, 1292 logging on first time 280
Network Management Server 1730 logging on for first time 878
NMS 1730 Patch Viewer 1574
parameters for Agent Desktop Display 728 performing full backups 1670
pcAnywhere 62, 1283 reinstalling on Windows Server
ports for ADAM 102 2003 1509, 1537
printer 170, 1385 required equipment for installing 47
Real-Time Reporting 1076, 1372 running multiple sessions on client
migration target server 721 machines 1851
replicating server 157, 475 scripting 209, 1424
Simple Network Management Protocol 1720 server failure 1657, 1659
standby servers on Agent Desktop storage of historical reports 319, 1185
Display 902 support for multiple languages 218
Windows 2003 display for clients 252 uninstalling 1497
Windows Server 2003 615, 963 using preserved customer data 1498
Windows Server 2003 DNS updates 697 Contact Center Manager Administration server
Windows SNMP service 872 problems communicating with 1846
Connect Login Prompt receiving IP multicast address
when logging on to Contact Center Manager on 155, 473, 1074, 1370
Administration 1857 sending IP multicast address
connecting customer LAN 714 on 155, 473, 1074, 1370
connecting to Contact Center Manager Contact Center Manager Server
Administration server backing up data 1670
troubleshooting 1836 changing computer name 1835
Connection Status communication problems with 1834
cannot open 1859 configuring bindings 1891
Contact Center Management contacting Nortel 33
error messages in 1911 controls
overview 23 and local security policy on Windows
Contact Center Manager Administration 2000 886
about 31 and Windows 2000 on the client PC 1858
activating report schedules 330, 1196 downloading 884
administrator password 1256 troubleshooting problems downloading 1858
Agent Desktop Displays compatibility 301 viewing a list of 889
and Citrix 1938 conversion
and support for multiple languages 532, 1433 materials required for 959
compatibility with previous versions 580, 581 copying
components of 23 user guides to application server 870

Installation and Maintenance Guide 1997

Index Standard 3.0

coresident servers logon ID 283

about software 58 ports for ADAM configuration 102
activating security template 1812 web site
adding to a domain 623 installing Contact Center Manager
backing up and restoring 1669 Administration 49, 103, 1322
backing up and restoring data on 1011, 1690 installing Symposium Web Client 639
changing the hostname 1128 defining
installing patches 1575 report output options 328, 1194
installing Sybase Open Client 73 deleting
language compatibility 221 agent-to-skillset assignments 352, 1217
restoring data 1690 agent-to-supervisor assignments 352, 1217
uninstalling Sybase Open Client 1506 associated supervisors in Classic
with previous versions of Symposium 580 Client 358, 1223
creating printer 173, 1388
shared folders 973 routing table assignments 357, 1222
shared folders in Windows Server 2003 626 deselect routes from filtersets 611
shared network folders 833 digital certificates
critical event, severity level 1719 about 1803
Crystal 10.0 Common Hotfix digital signatures 556
installing 771 disabling
Crystal Enterprise 10 Embedded software pop-up blockers 1856, 1859
installing 85, 393, 766, 1306 display settings
uninstalling 1504 on the client PC 1855
Crystal Reports 10.0 displays
installing 42 migrating 1204
uninstalling 43 DNS
Crystal Reports 10.0 Hotfix host name matching 1267
error message 1828 registering application server name on 1846
server addresses 622, 970, 1258
server configuring 1259
D documents
getting latest version 242, 1457
data files domain group policies
on the Contact Center Manager and Contact Center Manager
Administration server 1665 Administration 1735
on the Contact Center Manager Server 1665 Symposium Web Client 965
stored in Active Directory Application Windows Server 2003 618, 965
Mode 1649 domains
data migration software about 1734
for migrating Windows Server 594 adding Contact Center Manager
deactivating Administration 123, 796, 1338, 1738
reports 330, 1196 functionality available when CCMA placed
default in 1736
administrator user 966 Windows Server 2000 controllers 618, 966
administrator user for Symposium Web Windows Server 2003 623
Client 619 downloading

1998 Nortel Contact Center Manager Administration

May 2006 Index

Active Directory Application Mode minor 1719

migration software 594 overview 1718
Active X controls 286 selecting types to be forwarded 1723
controls 884 severity of 1718
Multicast Trace Tool.msi 1869 existing domain
permissions required 292 adding Contact Center Manager
RTDControl 1868, 1869 Administration 123, 796, 1338
experience required 30
exporting
E scripts during installation 209
scripts on a new server 1424
editing scripts on replicating server 523
urlscan.ini file 1800
element types
in graphical displays 343, 1208
e-mail notification in Historical
F
Reporting 166, 484, 1381 File Allocation Table
Emergency Help volumes 756
backing up configuration for 1685 filtersets
configuring in Contact Center Manager containing routes 611
Administration 164 migrating from Classic Client 317, 909, 1183
configuring on the application routes on target server 731
server 482, 1083, 1379 full backups
overview 726 of the Contact Center Manager
enabling Administration server 1670
Out of Process components 1852 performing 756
replication after an upgrade 784
Secure Sockets Layer 1803
encrypt password for CCMA users
error message 1828
G
Enterprise Solutions PEP Library 594 getting latest version of
event codes documentation 242, 1457
Contact Center Manager Administration 1932 graphical displays
operating system 1930 element types in classic client 343
Event Viewer 1731 element types on new server 1208
configuring log on the application server 1850 migrating 1204
introduction 1718 migrating real-time 339, 930
recommended event codes 1727 guidelines
recommended operating system events 1726 Windows Server 2003 server partitions 616
events
critical 1719
information level 1718 H
list of for Contact Center Manager
Administration 1932 Helmsman 870
list of for operating system 1930 Help 33
major 1719 Historical Reporting
configuring 166, 484, 1381

Installation and Maintenance Guide 1999

Index Standard 3.0

configuring printer 170, 1385 .NET framework 875

e-mail notification in 166, 484, 1381 Agent Desktop Display 302
migrating reports from Classic Contact Center Manager Administration
Client 319, 1185 add user account 135, 1350
will not load 1859 adding ASP.NET to IIS 127, 1342
historical reports adding server to existing domain 123, 1338
cannot connect to data source 1891 changing user account password 214, 1429
cannot retrieve large number of agents 1898 checklists and documentation 56
display problems 1907 configure License Manager
migrating from Classic Client 911 Service 146, 1361
problems with display of reports 1899 configuring Emergency help in Contact
problems with displays of reports 1899 Center Manager Administration 164
selection criteria is slow to display agent configuring IIS 131, 1346
IDs 1900 configuring IP multicast
troubleshooting 1891 addresses 155, 1370
Host Headers configuring language support 218, 1433
checking address configuration 1877 configuring logon message 150, 1365
host tables, configuring 1607, 1622, 1639 copying latest user guides 242, 1457
HOSTS tables default web site 49, 103, 1322
adding computer name to 1848 enabling logon message 153, 1368
adding the application server name to 1848 installation failure causes 106, 1326
configuring 1261 post-installation tasks 245
configuring on the client PC 1848 prerequisites 38
manually updating 1259 primary server 95
modifying on client machines 1848 required software and equipment 47
sample 1849 third-party hot fixes 118, 792, 1337
hot fixes timing 48
installing 792 virtual directory 103, 1324
XML automated assignments 239, 1454
Crystal 10.0 Common Hotfix 771
I Crystal Enterprise 10 Embedded 766
Crystal Enterprise 10 Embedded
iceAdmin password software 85, 393, 1306
changing 858 Crystal Reports 10.0 42
resetting 1589, 1922 hot fixes for third-party
ICERTDTrace software 118, 792, 1337
using to trace IP multicast data 1883 Internet Information Services 615, 963
icons language packs 230, 544, 1445
missing in server tree 1861 patches on coresident server 1575
information event severity level 1718 PCAnywhere 58, 1279
installation replicating server 361, 1645
failure 428 Simple Object Access Protocol 671
TCP/IP 1258 SMTP for Windows 2003 615, 963
Windows 2000 components 972 Sybase Open Client 632, 974
Windows Server 2003 components 1257 Symposium Web Client 4.5
installing checking on source 599

2000 Nortel Contact Center Manager Administration

May 2006 Index

on application server 639 during upgrade 1074

on target server 615, 963 for replicating 473
with no ADAM replication 639 migration 1370
TCP/IP 622, 970 new install 155
Terminal Services 615, 626, 964 sending address on Contact Center Manager
URLScan 1799 Administration server
Windows Server 2003 615, 963, 1254 during upgrade 1074
Windows Server 2003 checklist 619, 966 for replicating 473
Windows Server 2003 components 625 migration 1370
XML automated assignments 239, 1454 new install 155
Internet Explorer IP Receive address
and proxy servers 1847 configuring on the application
client machine requirements 248 server 477, 1078
configuring client 254 IP Send address
configuring on client machines with Windows and networked Contact Center Manager
2000 or XP 559 Servers 478, 1079
configuring on Windows 2000 client 258 configuring on the application
configuring on Windows XP client 258 server 477, 1078
font size in 1856 IUSR_SWC account
security settings 561 adding as anonymous user account 808
testing for proxy server 1847 resetting to reflect a new computer
troubleshooting 1852 name 1130, 1481, 1599, 1614, 1632, 17
trusted sights 257 09, 1838
upgrading on client 254
Internet Information Services
checking if correctly configured 1871
configuring ASP.NET 127, 800, 1342
J
configuring for real-time displays 1871 Jet Database Engine
configuring for Report Creation error message 1857
Wizard 131, 804, 1346
installing 615, 963
verifying installation of 1849 K
Internet Information Services Lockdown 1797
interval-to-date key codes 22
in Agent Desktop Displays 526 and case sensitivity 404
IP addresses knowledge required 30
changing 711
for WINS during migration 623, 971
using same when migrating 588 L
Windows 2003 711
LAN
IP addressing connecting 714
dynamic 622, 970, 1258
language options
for WINS 1259
Windows Server 2003 620, 967
IP multicast addresses
language packs
receiving address on Contact Center Manager
installing 230, 544, 1445
Administration server
uninstalling 237, 551, 1452

Installation and Maintenance Guide 2001

Index Standard 3.0

viewing the version number of 549 during an upgrade 777

viewing those installed on server 549 materials required
languages upgrading Symposium Web Client to Contact
changing the Regional Settings for 540 Center Manager Administration 959
support for multiple 218, 532, 1433 maximum agents
launching real-time displays for Agent Desktop Display 526
problems with 1868 Meridian Patch Library 594
License Manager 22 Microsoft Client Access Licensing 617, 965
License Manager Service Microsoft Remote Desktop Connection as a
configuring 146, 819, 1361 support tool 1818
licensing Microsoft Windows Backup Tool
Report Creation Wizard 1899 about 1668
requirements 22 using 1679
licensing modes migrating
Windows Server 2003 620, 968 agent-to-skillset assignments 348, 1213
LMHOSTS table 1259 agent-to-supervisor assignments 348, 1213
local security policy application and skillset billboards 339, 1204
verifying settings for 886, 1160 application and skillset charts 344, 1209
locales.dat file 538 filtersets from Classic Client 909
localization 538 graphical real-time displays 339, 1204
and Contact Center Manager graphical real-time displays from Classic
Administration 532, 1433 Client 930
Contact Center Manager Administration 218 historical reports from Classic
locating Client 319, 911, 1185
reports from Classic Client 321, 1187 NCC routing table assignments 355, 1220
logging on off network 588
to Contact Center Manager real-time displays 333, 1199
Administration 875, 878 real-time displays from Classic Client 925
to Contact Center Manager Administration user types 353, 1218
for first time 280 user types from Classic Client 944
troubleshooting Server Utility 1830 Windows Server 2000 to Windows Server
logon warning message 2003
configuring 150, 823, 1365 Active Directory
enabling 153, 1368 backup 600, 998, 1232, 1670
adding target server to source server
domain 679
M backing up migration data 601, 1000, 1233
backing up source
mail server server 600, 998, 1232, 1670
Smart Host name 487 changing 711
major event, severity level 1719 checking Symposium version on
manually configuring source 599
Windows Server 2003 626 checking Symposium version on
manually copying data files target 615, 963
migrating Windows 2000 602, 760 checklists 592
mapping drives clearing routes 611

2002 Nortel Contact Center Manager Administration

May 2006 Index

configuring DNS 606 Server 2003 589

connecting source and target server 678 NCC routing table assignments
Domain Controller 606 migrating 355, 1220
extracting Active Directory software 605 NCC routing tables
extracting ADAM 683 migrating scheduled assignments 946
for Symposium Web Client 4.5 588 NET framework
host name resolution 606 installing 875
information not transferred 687 network
logging in to target server 682 migrating Windows Server 2000 to Windows
prerequisites 589 Server 2003 588
privileges 588 Network Consolidated Real-Time Displays
reconnecting to customer LAN 714 missing sites 1882
recreating filtersets 731 troubleshooting 1882
resetting the computer name 703 Network Management System. See NMS
restoring backups 715 networking
server naming 589 setting up in Windows Server 2003 626
skills you need 588 NMS, configuring 1730
source server IP address matching DNS no supervisors defined
server 676 error message 1911
testing migrated software 732 Nortel Backup and Restore utility
troubleshooting 735 about 1668
updating DNS configuration 697 backing up data with 1234
migrating filter sets restoring data with 1464
from Classic Client 317, 1183 using to restore data 1692, 1693
migrations viewing and managing scheduled tasks 1677
compared to upgrading 579 NT File System
minor event, severity level 1719 volumes 756
missing file extensions 1825 NT File System (NTFS) partition
moving window creating 615, 963
in Agent Desktop Displays 526
mRcv.exe utility
using the 1887
Multicast Trace Tool.msi
O
downloading 1869 OAM Timeout value 479, 1898
running the 1870 ODBC driver
multicast/unicast comparison 720 upgrading 636
multiple client sessions off-network
interference caused by 1851 migrating 588
multiple languages online Help
changing the Regional Settings for 540 cannot open 1859
operating system events 1726, 1930
operating systems
N migrating Windows Server 2000 to Windows
Server 2003 588
naming servers supported for clients 255
migrating Windows Server 2000 to Windows Organizational Unit

Installation and Maintenance Guide 2003

Index Standard 3.0

configuring Windows Server 2003 security migration 598

policies 618, 966 Windows 2000 Server for migration 598
Out of Process components prerequisites
enabling 1852 installing Contact Center Manager
Outbound Campaign Management Tool Administration 38
introduction 27 migrating Windows Server 2000 to Windows
Output Rate 478 Server 2003 589
printer 173, 1388
adding network 170, 1385
P adding network when connected to other print
server 488, 494
pages configuring for scripting 209, 523, 1424
will not load 1859 deleting connection 173, 1388
partitions deleting connection to network 491
creating NTFS 615, 963 printing
on the application server 619, 967, 1254 checklists for migrating Windows Server
passwords 2000 592
changing default when logging on to scheduled reports 1893
CCMA 281, 879 privileges
changing for user account 214, 1429 migrating Windows Server 2000 to Windows
changing user account Server 2003 588
during migration 662 product keys
resetting iceAdmin 1589, 1922 Windows Server 2003 620, 967
Patch Viewer utility proxy servers
about 1574 and Internet Explorer 1847
starting 1575 proxy settings
patches and Agent Desktop Display 1914
viewing 1575
pcAnywhere 365
about version 57, 1278
configuring 62, 370, 1283
R
installing 366 real-time displays
installing and configuring 58, 1279 do not show data 1867
starting 62, 71, 379, 1283, 1292 exporting in Citrix environment 1953
starting for first time 370 migrating 333, 1199
personalizing software window migrating from Classic Client 925
Windows Server 2003 620, 967 migrating graphical 339, 1204
platforms troubleshooting 1867, 1868, 1870
migrating Symposium Web Client 4.5 588 Real-Time Multicast statistics
pop-up blockers determining transmission methods 1863
troubleshooting 1856, 1859 Real-Time Reporting
ports backing up configuration for 1685
configuring for ADAM 102 configuring 157, 475, 721
Power User privileges 291, 293, 889, 891 new replicating server 1076, 1372
preparing refresh a single server
Windows 2000 Advanced Server for how to 1821, 1833

2004 Nortel Contact Center Manager Administration

May 2006 Index

refresh all servers activating 330, 1196

how to 1820, 1832, 1860 creating shared network folder 184, 1399
when to use 1819, 1831 deactivating 330, 1196
refresh rate defining output options 328, 1194
for Agent Desktop Display 525 deleting in Classic Client 331, 1197
refresh server located Classic Client user-created 321, 1187
when to use 1819, 1831 scheduling 327, 1193
refresh servers 866, 1819, 1831 required equipment
regional options installing Contact Center Manager
Windows Server 2003 620, 967 Administration 47
Regional Settings required experience 30
changing for multi-language support 540 requirements
reinstalling client machine 248
Contact Center Manager Administration on server installation software 753, 959
Windows Server 2003 1509, 1537 Windows Server 2003 615
using preserved data for Contact Center resetting
Manager Administration 1498 computer name 703
remote support access tool iceAdmin passwords 1589, 1922
using Microsoft Remote Desktop IUSR_SWC account to reflect a new
Connection 71, 1292 computer name 1709
using PCAnywhere 58, 1279 resiliency plans
remote support access tools 1818 best practices 1644
removing 173, 1388 reasons for 1644
associated supervisors 949 restoring
Contact Center Manager Administration 1497 backup files on a replicating server 1661
service updates 1584 data not in Active Directory 687
target server form source server domain 700 data on a coresident server 1011
Terminal Services 763 data on coresident server 1690
replicating server on coresident servers 1669
about 44 Symposium Web Client 4.5
about installing 1645 backups 715
functionality immediately available restoring data
from 1660 and NTFS volumes 756
time required to install 361 by manually copying files 1701
replication on coresident servers 1690
and Active Directory Application Mode 1649 options for 1688
enabling after an upgrade 784 using Nortel Backup and Restore
first time 433 utility 1692, 1693
stopping 776 using Veritas Backup tool 1702
Report Creation Wizard using Windows Backup tool 1698
configuring IIS 131, 804, 1346 when you must 1688
introduction 26 with the Nortel Backup and Restore
licensing 1899 utility 1464
report viewer reusing IP addresses
problems with 1891 migrating 588
reports roaming profiles

Installation and Maintenance Guide 2005

Index Standard 3.0

creating in Terminal Services 1951 enabling 1803

using in a Terminal Services/Citrix security
environment 1950 client machines 255
routes group policies for Symposium Web Client
in filtersets 611 4.5 618, 966
routing table assignments security patches
migrating 355, 1220 applying 631, 1810
RSM service using Microsoft guidelines 631
testing using the mRcv.exe 1887 security policies on Windows Server
RTDControl 2003 618, 966
downloading 1868 security policy settings
how to download 1869 Windows Server 2000 288
running security templates
msi files from an SMS server 294 activating 1812
Symposium Web Client ChangeSOAP server
utility 708 adding to existing domain 123, 1338
server addresses
DNS 622, 970
S server failure
functionality immediately available from
safe for scripting 558 replicating server 1660
scheduled reports what to do 1657, 1659
cannot print 1893 server name
failure to export 1900 changing Windows Server 2003 621
scheduling server tree
backups 1667 icons are missing 1861
backups in Nortel Backup and Restore Server Utility
utility 1677 accepting license agreement 864
backups of Contact Center Manager accepting the license for client machines 278
Administration 1645 cannot log on to 1830
reports 327, 1193 service accounts
scripting Active Directory Application Mode 1652
configuring default printer for 209, 1424 Service Update Supplements
configuring on Contact Center Manager about 111, 434, 785, 1032, 1572
Administration server 209, 1424 Service Updates
configuring on the Contact Center Manager about 111, 434, 785, 1032, 1572
Administration server 523 uninstalling 1584
configuring the default printer for 523 uninstalling the last applied 1576
exporting during installation 209 services
exporting on a new server 1424 configuring License Manager 146, 1361
introduction 24 setup
trusted sites 257 Terminal Services 626
scripts Windows 2000 components 972
cannot open 1859 Windows Server 2003 components 625, 1257
exporting on replicating server 523 severity, of events 1718
Secure Sockets Layer shared 178, 496, 828, 1085, 1393

2006 Nortel Contact Center Manager Administration

May 2006 Index

shared folders replication 776

creating on the application server 626, 973 stored procedures
shared network folders for Contact Center Manager
creating 833 Administration 1912
Simple Mail Transfer Protocol SU
installing 615, 963 See Service Update
Simple Network Management Protocol supervisors
configuring 872, 1720 deleting in Classic Client 358, 1223
configuring to forward traps to Network support using pcAnywhere 1818
Management Server 1720 supported upgrade paths 578
Simple Object Access Protocol SUS
client machine requirements 248 See Service Update Supplement
installing 671 switching
installing on client machines 270 to standby servers in Agent Desktop
troubleshooting 1912, 1915 Display 1705
troubleshooting errors 1918 Sybase ODBC driver
skills upgrading 636
migrating Windows Server 2000 to Windows Sybase Open Client
Server 2003 588 installing 632, 974
Smart Host name 487 uninstalling 1506
SMS server updating driver 81
running 294 updating driver for migrations 1302
SMTP updating driver for upgrades 980
for Windows 2003 615, 963 updating driver on replicating server 389
SMTP server upgrading to v.12.5 73, 381, 1294
configuring 167, 485, 1382 verifying version installed 74, 382, 1295
verifying installation 166, 1381 Symposium Call Center Server
verifying it is installed 484 compatibility with Contact Center Manager
SNMP Administration 580, 581
See Simple Network Management Protocol Symposium Web Client
SOAP backing up 757
See Simple Object Access Protocol choosing web site types when
source server installing 646, 990
backing up before default administrator 619, 966
migrating 600, 998, 1232, 1670 installing with no ADAM replication 639
standalone web site migrating 599
and default web site 1956 Symposium Web Client 4.5
standby Contact Center Manager Server configuring 615, 963
changing to 1835 configuring emergency help 726
standby servers default web site 639
and Agent Desktop Display 1705 installing 599, 615, 963
configuring on Agent Desktop Display 902 installing on target server 639
starting migrating from Windows Server 2000 to
Patch Viewer utility 1575 Windows Server 2003 588
pcAnywhere 62, 71, 1283, 1292 restoring backups 715
stopping running SOAPSrv utility 708

Installation and Maintenance Guide 2007

Index Standard 3.0

security policies 618, 966 Crystal Reports 10.0 42

upgrading 778 installing hot fixes 118, 1337
synchronization of user reports 1894 installing on client computers 248
access denied 1893, 1894, 1895 threshold colors
synchronizing for Agent Desktop Display 527
backups 1667 timing
computer name 1625, 1628 installing Contact Center Manager
data restoration on CCMA and CCMS 1689 Administration 48
synchronizing imported reports installing replicating server 361
creating shared network folder for 502, 834 of upgrade scenarios 584
Systems Management Server upgrading Symposium Web Client to Contact
and third-party controls 293, 891 Center Manager Administration 954
tracing IP multicast data
using ICERTDTrace 1883
T Transform Rate 478
transmission methods
tabs and Real-Time Multicast statistics 1863
will not load 1859 troubleshooting 1894
TCP/IP access problems with synchronization of user
setup 622, 970, 1258 reports 1893
technical support using pcAnywhere 1818 Agent Desktop Display 1912, 1914
Terminal Services CCMA functionality problems after an
creating roaming profiles 1951 upgrade 1819
installing 615, 964 communication problems with Contact
permissions 626 Center Manager Server 1834
removing 763 configuration tool 1912
testing Connect Login Prompt 1857
client-server communication 1847 connection between client PC and Contact
migration from Windows Server 2000 to Center Manager Server 1846
Windows Server 2003 732 connections to Contact Center Manager
RSM service 1887 Administration server 1836
third-party Contact Center Management 1911
backup tools 1668 Contact Center Manager Administration
third-party Active X controls server failure 1657, 1659
downloading 1946 Crystal Reports 10.0 hotfix error
third-party controls message 1828
deleting 292 display problems in historical
installing on a client machines 884, 1158 reports 1899, 1907
list of 885 display problems with historical reports 1899
problems downloading 1858 distorted web interface on client PC 1855
viewing the list of installed 291, 889 downloading controls 1858
third-party software encrypt password for CCMA users error
and Symposium Web Client installation message 1828
failure 428 exporting scheduled reports 1900
Contact Center Manager Administration functionality problems after changes to
installation failure 106, 1326 Contact Center Manager Server 1831

2008 Nortel Contact Center Manager Administration

May 2006 Index

general CCMA functionality problems 1859 updating DNS

general problems with CCMA configuration of the target server 697
functionality 1859 configuration on Windows Server 2003 697
historical reports 1891, 1898 upgrade scenarios
Jet Database Engine error message 1857 about 582
logging on to Server Utility 1830 timing 584
migration Windows Server 2000 to Windows upgrades
Server 2003 735 compared to migrations 579
missing file extensions 1825 upgrading
missing server tree icons 1861 access classes and partitions 584
Network Consolidated Real-Time Agent Desktop Display 302, 898
Displays 1882 from Symposium Web Client 4.5 778
pop-up blockers 1856 Internet Explorer on client machines 254
problems with Internet Explorer 1852 planning 582
real-time displays 1867, 1868, 1870 supported paths 578
Real-time Multicast Statistics Sybase ODBC driver 636
from the application server 1883 Sybase Open Client 73, 381, 1294
from the Contact Center Manager Symposium Web Client to Contact Center
Server 1887 Manager Administration
reinstalling Contact Center Manager about 952
Administration 1829 check source server software 962
Simple Object Access Protocol 1912, 1915 materials required 959
synchronization of user reports 1895 review documentation 958
Windows Installer error message 1827 server compatibility 960
trusted sites target server requirements 961
adding 1910 timing 954
for scripting 257 the XML automated assignments feature 1124
zone 558 XML automated assignments 861
URLScan
about 1797
U and Windows Server 2003 1797
installing 1799
unicast/multicast comparison 720 urlscan.ini file
uninstalling editing 1800
Active Directory Application Mode 1501 user
Contact Center Manager Administration 1497 default administrator 619, 966
Crystal Enterprise 10 1504 user account
Crystal Reports 10.0 43 adding IUSR_SWC 135, 1350
language packs 237, 551, 1452 changing password for 214, 1429
last service update 1576 user guides
service updates 1584 copying to application server 870
Sybase Open Client 1506 user types
the last patch 1576 migrating 353, 1218
XML automated assignments feature 1503 migrating from Classic Client 944
UNIX server using
setting up as a print server 494 Microsoft remote desktop

Installation and Maintenance Guide 2009

Index Standard 3.0

connection 71, 1292 Windows components

pcAnywhere as a remote support tool 1818 Terminal Services 615, 964
using Microsoft guidelines Terminal Services Licensing 615, 964
security patches 631 Windows Event Viewer 1731
utilities Windows Installer
Patch Viewer 1574 error message 1827
running SOAPSrv 708 Windows Server 2000 691
DNS server addresses 622, 970
domain controllers 618, 966
V installation components 972
IP addressing 622, 970
VeriSign 557 security policy settings 288
Veritas Backup 758, 761, 1234, 1243, 1668 Windows Server 2000 to Windows Server
using 1681 2003 588
using to restore 1702 Windows Server 2003
viewing administrator password 621
installed controls 889 applying service update 653
patches 1575 changing computer name 621
scheduled tasks in Nortel Backup and Restore components 625
utility 1677 configuring anonymous user account 653
virtual directory configuring manually 626
definition 1956 configuring on target server 615, 963
installing Contact Center Manager creating shared folders 626
Administration 103, 1324 domain controller 618, 965
installing Contact Center Manager domain group policies 618, 965
Administration as 425 domains 623
setting Contact Center Manager installation
Administration up as 1957 and DNS server addresses 1258
versus web site type 1956 components 1257
IP addressing 1258
installation checklist 619, 966
W installing 615, 963, 1254
language options 620, 967
warning message licensing modes 620, 968
configuring 823 networking 626
warning to users 150, 1365 partition guidelines 616, 964
web browser product keys 620, 967
configuring client 254 regional options 620, 967
web site types reinstalling Contact Center Manager
definition 1956 Administration 1509
in Symposium Web Client 646, 990 software window personalization 620, 967
versus virtual directories 1956 TCP/IP setup 622, 970
webadmin 881 Terminal Services permissions 626
Windows 2003 using clean machine 616, 964
configuring the display 252 WINS IP addresses 623, 971
Windows Backup tool Windows SNMP service
using to restore data 1698

2010 Nortel Contact Center Manager Administration

May 2006 Index

configuring 872
Windows XP SP2
problems with browser on 1853
WINS
IP address for 623, 971, 1259
Winzip
installing for migration of SWC 4.5 589
workgroups
about 1734
adding Contact Center Manager
Administration 1747
functionality available when CCMA placed
in 1736

X
XML automated assignments 239, 1454
uninstalling 1503
upgrading 861, 1124

Installation and Maintenance Guide 2011

Index Standard 3.0

2012 Nortel Contact Center Manager Administration

 Reader Response Form
Contact Center Manager Administration
Product release 6.0
Installation and Maintenance Guide

Tell us about yourself:

Name:
Company:
Address:

Occupation: Phone:

1. What is your level of experience with this product?

New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5. What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6. How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
 F o
o rm
rm
n ssee F
essppoo n
err R
R e
ad e
RReead
Nortel Contact Center Manager Administration
Installation and Maintenance Guide
Nortel Networks
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 Contact Center
Manager Administration is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this
process or the related hardware constitutes grounds for an immediate termination of the license and
Nortel Networks reserves the right to seek all allowable remedies for such breach.

Publication number: 297-2183-926

Product release: 6.0
Document release: Standard 3.0
Date: May 2006