Nortel Call Center Telephone Instruction Manual

Nortel Networks Symposium Call Center
Server
Installation and Maintenance Guide for Windows 2003
Release 5.0 Standard 7.02 July 2007
297-2183-206

Nortel Networks Symposium Call Center Server
Installation and Maintenance Guide for Windows 2003
Publication number: 297-2183-206
Product release: 5.0
Document release: Standard 7.02
Date: July 2007
Copyright © 2007 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 Nortel Meridian 1 PBX and
Symposium Call Center Server 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, DMS-10, DMS-100, DMS-200, DMS-250,
DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP,
Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics,
SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel.
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Installation and Maintenance Guide for Windows 2003 v
Publication history
July 2007 The Standard 7.02 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released. It contains updates
for CRs.
April 2007 The Standard 7.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.
March 2007 The Standard 6.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.
March 2007 The Standard 5.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.
March 2007 The Standard 4.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.
October 2006 The Standard 3.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.
February 2005 The Standard 2.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.
November 2004 The Standard 1.0 issue of the Nortel Networks Symposium
Call Center Server Installation and Maintenance Guide for
Windows 2003 for Release 5.0 is released.

vi Symposium Call Center Server
Publication history Standard 7.02

July 2007 Contents
Installation and Maintenance Guide for Windows 2003 vii
Contents
Getting started 17
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
About Symposium Call Center Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
How to use this guide and where to start . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Part 1 Installing Symposium Call Center Server 27
Installation overview 29
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
What’s included in Symposium Call Center Server . . . . . . . . . . . . . . . . . . . . 32
Installing a Network Control Center server . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Installing a standalone server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Installing a coresident server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Installing the client software 43
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Step 1. Obtain the required information and materials. . . . . . . . . . . . . . . . . . 45
Step 2. Review client and coresidency limitations . . . . . . . . . . . . . . . . . . . . . 48
Step 3. Uninstall the Software Development Kit . . . . . . . . . . . . . . . . . . . . . . 51
Step 4. Check the amount of free space in the temp directory . . . . . . . . . . . . 53
Step 5. Install the client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Step 6. Add an SMI system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Step 7. Test the client-server connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Step 8. Install the Software Development Kit . . . . . . . . . . . . . . . . . . . . . . . . 76
Preparing the server for your installation 79
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Section A: Server guidelines 81
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Approved peripherals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

viii Symposium Call Center Server
Contents Standard 7.02
Release 5.0 hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Standalone server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Coresident server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Operating system and pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Symposium Call Center Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . 106
Redundant Array of Independent Disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Third-party software on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Section B: Installing the hardware 115
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Step 1. Connect the ELAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Step 2. Connect the CLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Step 3. Connect the software feature key adapter. . . . . . . . . . . . . . . . . . . . . 119
Step 4. Connect Meridian Mail with a serial port. . . . . . . . . . . . . . . . . . . . . 121
Step 5. Connect the modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Installing the server software 125
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Section A: Preinstallation 131
Step 1. Read the relevant documentation for performing a new installation 132
Step 2. Record and check for required installation information. . . . . . . . . . 133
Step 3. Install and configure Windows Server 2003 . . . . . . . . . . . . . . . . . . 141
Step 4. Make sure the computer name and DNS host name match . . . . . . . 155
Step 5. Configure the operating system for remote access (standalone) . . . 159
Step 6. Install pcAnywhere version 11.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Step 7. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . . 177
Section B: Installation 179
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Step 8. Install the product software and database. . . . . . . . . . . . . . . . . . . . . 182
Step 9. Configure the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Section C: Post-installation 209
Step 10. Change the NGenDist and NGenDesign passwords. . . . . . . . . . . . 210
Step 11. Configure the NGen user groups for remote access (standalone) . 211
Step 12. Add NGen names to pcAnywhere (standalone) . . . . . . . . . . . . . . . 213
Step 13. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 216
Step 14. Add server to domain (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Step 15. Other post-installation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

July 2007 Contents
Installation and Maintenance Guide for Windows 2003 ix
Part 2 Upgrading to Symposium Call Center Server
Release 5.0 229
Upgrading overview 230
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Upgrading from Release 4.0 to 5.0 on the same server 239
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Section A: Preinstallation 241
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 243
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . . 244
Step 3. Investigate and resolve any tape drive compatibility issues. . . . . . . 245
Step 4. Install the latest Service Update and any required PEPs . . . . . . . . . 247
Step 5. Perform a database integrity check on the original server . . . . . . . . 251
Step 6. Create a backup of the original server’s database . . . . . . . . . . . . . . 254
Step 7. Create a Platform Recovery Disk from the original server . . . . . . . 264
Step 8. Reconfigure the original server for Release 5.0 . . . . . . . . . . . . . . . . 268
Step 9. Install pcAnywhere version 11.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Step 10. Add local Windows account to the reconfigured server. . . . . . . . . 316
Step 11. Copy the latest Service Update and Platform Recovery Disk . . . . 320
Section B: Installation 323
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Step 12. Install the product software and database. . . . . . . . . . . . . . . . . . . . 326
Step 13. Configure the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . 340
Section C: Post-installation 351
Step 14. Change the NGenDist and NGenDesign passwords. . . . . . . . . . . . 352
Step 15. Configure the NGen user groups for remote access (standalone) . 355
Step 16. Add NGen names to pcAnywhere (standalone) . . . . . . . . . . . . . . . 357
Step 17. Prepare the new server for full service . . . . . . . . . . . . . . . . . . . . . . 360
Step 18. Add server to domain (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Step 19. Other post-installation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Upgrading from Release 4.0 to 5.0 on a new server 373
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374
Section A: Preinstallation 375

x Symposium Call Center Server
Contents Standard 7.02
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Step 1. Read the relevant documentation for performing an upgrade . . . . . 377
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . . 378
Step 3. Investigate and resolve any tape drive compatibility issues. . . . . . . 380
Step 4. Install the latest Service Update and required PEPs. . . . . . . . . . . . . 382
Step 5. Perform a database integrity check on the original server . . . . . . . . 386
Step 6. Create a backup of the original server’s database . . . . . . . . . . . . . . 389
Step 7. Create a Platform Recovery Disk from the original server . . . . . . . 399
Step 8. Prepare the new server for Release 5.0. . . . . . . . . . . . . . . . . . . . . . . 403
Step 9. Install pcAnywhere version 11.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 438
Step 10. Add local Windows account to the new server . . . . . . . . . . . . . . . 449
Step 11. Copy the latest Service Update and Platform Recovery Disk . . . . 453
Section B: Installation 455
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 456
Step 12. Install the product software and database. . . . . . . . . . . . . . . . . . . . 458
Step 13. Configure the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
Section C: Post-installation 483
Step 14. Change the NGenDist and NGenDesign passwords. . . . . . . . . . . . 484
Step 15. Configure the NGen user groups for remote access (standalone) . 487
Step 16. Add NGen names to pcAnywhere (standalone) . . . . . . . . . . . . . . . 489
Step 17. Prepare the new server for full service . . . . . . . . . . . . . . . . . . . . . . 492
Step 18. Add server to domain (optional). . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Step 19. Other post-installation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Upgrading from Release 4.2 to 5.0 on the same server 505
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
Section A: Preinstallation 507
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508
Step 1. Read the relevant documentation for performing an upgrade . . . . . 509
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . . 510
Step 3. Install the latest Service Update and required PEPs. . . . . . . . . . . . . 512
Step 4. Perform a database integrity check on the original server . . . . . . . . 514
Step 5. Create a backup of the original server’s database . . . . . . . . . . . . . . 517
Step 6. Create a Platform Recovery Disk on the original server . . . . . . . . . 527
Step 7. Reconfigure the original server for Release 5.0 . . . . . . . . . . . . . . . . 532
Step 8. Install pcAnywhere version 11.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 567
Step 9. Add local Windows account to the reconfigured server. . . . . . . . . . 578
Step 10. Copy the latest Service Update and Platform Recovery Disk . . . . 582