Nortel Agent Manual

Product Bulletin Bulletin: P-2003-0157-Global
Issue: 1.3
Date: April 2004
Symposium Agent 2.3
Supplementary Technical Information
Introduction
This bulletin provides supplementary information to the current Symposium Agent 2.3
documentation issued with the product on the following items:
•1) Updated Symposium Agent 2.0 to 2.3 upgrade procedure
•2) Supplementary Engineering Information
•3) Sybase 12.0 issues affecting Symposium Agent 2.3 servers
•4) Win2000 Symposium Agent 2.3 Server with Win95, 98, NT 4.0 Symposium Agent
Clients.
•5) Running the SA Client using a Domain User account (without Administrator
privileges)
It should be used in conjunction with the Symposium Agent 2.3 documentation supplied on the
product CD, namely:
Symposium Agent 2.3 Installation Guide
Standard 2.1, February 2001
File name on CD sa2install.pdf
Symposium Agent 2.3 Programmer's Guide
Product Release 2.3 Document Release 2.0 , January 2001
File name on CD SAR2ProgrammerStd.pdf
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1) Updated Symposium Agent 2.0 to 2.3 upgrade procedure
The procedures stated in the Symposium Agent 2.3 Installation Guide, Chapter 3 Section B
“Upgrade Instructions”, Pages 51 to 65 have been found to be difficult to follow.
The following procedure is recommended for Symposium Agent 2.0 to 2.3 upgrades:
•1.1 Upgrade overview
•1.2 Backup Symposium Agent 2.0 database
•1.3 Upgrade Symposium Agent 2.0 Sybase 11.5 database to Sybase 12
•1.4 Configure Sybase 12 database
•1.5 Upgrade to Symposium Agent 2.3
•1.6 Configure Microsoft Transaction Server
•1.7 Upgrading SA Symposium Agent Clients 2.3
1.1 Upgrade overview
The upgrade from Symposium Agent 2.0 to 2.3 involves upgrading of the Server software,
followed by upgrading of the clients.
The procedure for upgrading the server software from Symposium Agent 2.0 to 2.3 allows for the
database to be backed up and restored.
Symposium Agent 2.0 uses Sybase 11.5, whereas Symposium Agent 2.3 uses Sybase 12 so the
sequence of the procedure should be closely followed.
1.2 Backup Symposium Agent 2.0 database
Backup Sybase Database.
The Sybase database consists of two separate databases. The master database which holds
information about the database itself and any other databases. And the sar2 database which holds
all the Symposium Agent specific information.
In order to ensure that the complete Sybase environment can be recreated both the databases need
to be backed up before you upgrade Sybase.
Note: The backups that are taken at this point will only be valid for a Sybase 11.5 installation. So
if it becomes necessary to do a restore you will have to restore Sybase 11.5 before you will be
allowed to restore the databases. It should also be noted that Sybase has some over 100 pages of
documentation outlining backup and recovery procedures and the information that is contained
here is primarily aimed at a user that is familiar with backup/recovery procedures.
Backup Symposium Agent Database
Before you backup the database you should:
•Ensure that the relevant Sybase services are running.
•Ensure that there are no users connected to the database.
Once the above has been checked you will be ready to:
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•Backup the Sybase master database.
•Backup the Sybase Symposium Agent database (sar2).
Ensure Sybase Services are running.
In order to perform a backup in Sybase you will need to have both:
•“Sybase SQLServer_<computername>” and
•“Sybase BCKServer_<computername> running.
These can be checked using Control Panel – Services. If they are not running then start them.
Ensure that there are no users connected.
To ensure that there are no users connected to the database, start up a command prompt and
connect to the Sybase database.
You now need to open an isql window (connect to the database). The following command will
connect you to the Sybase database as the sa user. This user has the correct privileges to perform
a backup (dump) of the database.
From the command prompt type: isql –Usa –P followed by a carriage return (<CR>). This
should present you with the isql 1> prompt.
Once connected type sp_who followed by <CR> and then type go followed by <CR>, this
should show you something like this. But basically it will tell you who is currently connected to
the DB.
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The only user shown as running in the above example is “sa” which is of course the user that we
have logged in as, so that is fine.
Backup the master database.
It is safe at this point to backup the master database.
Type dump database master to “file_name” <CR> followed by go <CR>.
file_name being the name of the dump file that you will create.
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This should take approximately one minute.
Backup the sar2 database.
You are now ready to backup the Symposium Agent database, this is known as sar2 within
Sybase. So you would type the following command:
dump database sar2 to “file_name” <CR> followed by go <CR>. file_name being
the name of the dump file that you will create.
This may take some time, and will depend on the quantity of data that is in the database.
As a guideline, it takes the dump command about 10 minutes to write a 50Mb file.
Once this dump has completed you can exit the isql window by typing exit <CR>
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1.3 Upgrade Symposium Agent 2.0 Sybase 11.5 database to Sybase 12
Run the pre-upgrade script
Run the Pre-upgrade script
The upgrade script will create a sybsystemdb Database and increase the size of sybsystemprocs
database.
In version 12.0, all servers must have a sybsystemdb database. Version 12.0 uses this database for
tracking transactions and during recovery.
The minimum size for sybsystemprocs is 80MB. If your sybsystemprocs is smaller than 80MB
the upgrade script will increase the size of this database.
The Sybase isql tool will be used to run the upgrade script to create a new sybsystemdb database
and increase the size of sybsystemprocs.
Before you run the isql command, you may need to edit the upgrade.sql file to reference the
default location for your Sybase database files. If the default drive is not the "c:\" then you will
need to edit the upgrade.sql file.
Using notepad, open the upgrade.sql file, located under Nortel\server\nndbcfg
Search for physname="c:/Sybase/data"
Replace the "c" in the pathname with the drive where Sybase is installed. For example, if your
Sybase is on the D drive, the above line will look like this physname= "d:/Sybase/data. .."
There are three instances of this line in the file. Update all three lines.
Now run the following command (all on the same line) to execute the upgrade script:
isql-Usa -p -i x:\Nortel\server\nndbcfg\upgrade.sql-o
x: \Nortel\server\nndbcfg\up grade. out
Note: X is the drive on which you have installed your Symposium Agent server files.
Stop the SQL services
From the services control panel applet stop the SQL services. i.e. Sybase SQLSERVER-
<COMPUTERNAME>
Run Sybase ASE 12.0 installation
From the SA Server CD-ROM, run the Symposium Agent Software installation menu program,
"nnsamenu.exe", and click on the "Install database files" option. You will be prompted for a drive
and folder in which to install the new database files. The drive should have at least 500MB of free
space. Then, a series of batch files will be started that copy the Sybase ASE v12.0 client and
server files. The server will automatically reboot twice during this process.
To complete the upgrade process and convert your existing database to the 12.0 format, use the
Sybase Server Config program and execute the following ten steps:
1 ) Start the Server Config program from Start Menu->Sybase->Server Config
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2 ) Click Configure Adaptive Server in the Configure Sybase Servers window.
3) In the Existing Servers window, select the Adaptive Server or SOL Server.
4) Click Configure Adaptive Server.
5) Click Continue.
When Sybase detects that the selected database needs to be upgraded, it will prompt you with a
series of dialogs that will walk you through the rest of the database upgrade process.
6) In the Enter the System Administrator Password window, type the Sybase administrator login
name and password.
7) Select continue.
8) If the Adaptive Server is not running, the upgrade program starts it for you.
9) When prompted backup your database and confirm proceeding with the upgrade.
a. If you have not backed-up the existing database, choose "No" in the Upgrade window and use
NNDBCFG tool or use dump database command to make backup copies.
b. If you have made the necessary backups, select "Yes". The installer begins the database
eligibility test to assure that the Pre-Upgrade steps (above) have been completed.
10) Sybase will now complete the upgrade changes to your database.
Restoring Functionality in ASE
The Sybase isql tool will be used to reset SAR2 database options: .
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Bring up a DOS-prompt.
Type l!isql-Usa -pIt.
You will be presented with a 1!>1! prompt.
Use the following commands to reset SAR2 database options:
l>sp-dboption sybsystemprocs, 'trunc log on chkpt', true
2>go
1.4 Configure Sybase 12 database
The database administration utility configures the Symposium Agent database schema. During
the upgrade the Sybase script wizard allows you to make selections to upgrade your database
without destroying existing data.
To configure the database:
1) From the Windows Start menu, choose Settings > Control Panel > Symposium Agent Server,
or select the Desktop shortcut SA Server Configuration.
Result: The Symposium Agent Server Administration window appears
2) Click Database Administration
3) If Sybase Adaptive Server is not running, then click Yes at the prompt.
4) Select Database Configuration, and then click OK
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Result: The Sybase script wizard starts.
5) Uncheck all options except “Create Stored Procedures” and “Update Database”.
6) In the SA ( Sybase Administrator) account requires a password, then type the password in
section 2. By default the password is empty.
7) In Section 2, type the name of the computer that is running Sybase Adaptive Server. By
default, it was the name that was previously configured. Select this default.
8) In Section 4, type the name of the computer running the Symposium Agent Call Monitor
service. By default, it was the name that was previously configured. Select this default.
9) In you do not want to view the output after the execution of each SQL script, then clear the
View output check box.
Note: If you select this option, then you are prompted to review the results of each executed
script. Deselect this option for a faster installation.
All script output files are saved in the Symposium Agent directory, in the subdirectory
NNDBCfg. By default, this directory is C:\Nortel\Server\NNDBCfg
10) Click OK.
Result: Various dialog boxes are displayed to indicate progress with the updating of the database
to the latest schema as well as the creation of the stored procedures. It will update the Application
Text Strings as well as the English Strings.
Note: During an upgrade, it is normal for error messages to appear on the screen in the
Lang1033.out file. These messages are caused by inserting duplicate language text strings, and
are informational only.
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1.5 Upgrade Symposium Agent 2.3 Server software
Before upgrading the Symposium Agent Server to 2.3 ensure that all other applications are
closed. Stop the SQL service (for example, SQLSERVER_<COMPUTERNAME>).
Shutdown the following two services on the services applet in the Control Panel:
•Nortel SA Call Monitor
•Nortel SA Watchdog
Insert the Symposium Agent Rel 2.3 CD-ROM into the CD-ROM drive. If the Symposium
Agent install menu does not start automatically choose Start > Run and type d:\nnsamenu.exe,
where d: is the letter of the CD-ROM drive, and then click OK.
If you have an older version of Symposium Agent installed, the Installer detects it and
automatically removes the old software after prompting the user. If you answer “No” to
automatically remove the older version, the installer exits without installing the new system.
Once all previous versions of Symposium Agent Server have been removed from the server, the
Install Wizard walks you through the Symposium Agent 2.3 Server installation. For this process
please refer to “To install the server software” section on page 32 of the SA 2.3 Installation
Guide.
Upgrade Note: If SA Web Admin fails to start after an upgrade.
The older versions of Symposium Agent used “C:\Nortel” as the default installation path for the
IIS components. SA 2.3.0.4 uses “C:\Nortel\Server” as the default installation path.
If after an upgrade you attempt to go to http://servername/saadmin in Internet Explorer and get
the “Cannot find page” error message then follow these instructions to get around this issue.
1) Go to START>PROGRAMS>Windows NT 4.0 Option Pack>Internet Information Server>
Internet Service Manager
2) Under Default Web Site, SAAdmin and SAWebApp should indicate ERROR
3) Right click SAAdmin and select properties
4) On the Virtual Directory Tab, modify the Local Path to the appropriate path
(in this case, it changed from c:Nortel to c:Nortel\Server\SAAdmin)
5) Right click SAWebApp and select properties.
6) On the Virtual Directory Tab, modify the Local Path to the appropriate path
(in this case, it changed from c:Nortel to c:Nortel\Server\ SAWebApp)
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1.6 Configure Microsoft Transaction Server
Symposium Agent uses the Microsoft Transaction Server (MTS) to manage database connections
between the clients and the server. During the installation, you create MTS packages using the
MTS Administration utility. The MTS Administration utility copies the packages to the
SASWDIST directory.
To configure the MTS
From the Windows Start menu, choose Settings > Control Panel > Symposium Agent Server, or
select the desktop shortcut SA Server Configuration.
Result: The Symposium Agent Server Administration window appears.
2) Click MTS Package Administration
Result: The MTS Administration window appears.
3) For NT Username with sufficient privilege, enter Administrator.
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Note: You must use Administrator Configuring the MTS Package. Do not use any other UserID
that has Administrator rights
4) In the Password box, type the password for the account
5) Unless you have a reason to change the remaining values, accept the defaults
6) Click OK
Result: The Delete old package window appears
7) Click Yes.
Result: The utility generates the package
9) When the Setup complete message appears, click OK
Result: The MTS export package is automatically placed in the SASWDIST folder.
Upgrade installation: update the Call Rules Explorer
1) From the Windows Start menu, choose Programs > Windows NT Explorer
2) Double click on Winnt. Double click on Downloaded Program Files
3) Right click onNNExWrap.ucExplorer
4) Select Remove
5) Click on Yes to any question asked about removing a file. You may not be prompted to
remove individual files.
1.7 Upgrading clients from Symposium Agent 2.0 to 2.3
The Symposium Agent 2.0 Clients must be upgraded to Symposium Agent 2.3 after the
Symposium Agent Server has been upgraded to Symposium Agent 2.3 and configured.
Remove the existing Symposium Agent 2.0 Clients by following the instructions in the
"Uninstalling Symposium Agent from the Client" section on page 100 of the current installation
Doc.
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Install Symposium Agent 2.3 on the Clients by following the instructions in the
"Installing the Client Software" Chapter 5 of the current installation Doc.
Upgrading the SA Server form Windows NT4.0 to Windows 2000
The Symposium Agent 2.3 Clients must be upgraded after the Symposium Agent 2.3 Server has
been upgraded from NT4.0 to Windows 2000 and configured.
Remove the existing Symposium Agent 2.3 Clients by following the instructions in the
"Uninstalling Symposium Agent from the Client" section on page 100 of the current installation
Doc.
Install Symposium Agent 2.3 on the Clients by following the instructions in the
"Installing the Client Software" Chapter 5 of the current installation Doc.
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2) Supplementary Engineering Information
This information is intended to be used in conjunction with the information provided for the
following products:
•Symposium Agent 2.3
•Symposium TAPI SP 2.3.1
•Meridian 1 / Succession 1000
Symposium Agent 2.3 Engineering Information
Care must be taken to properly engineer the Symposium Agent, TAPI SP and Meridian 1 and
Succession 1000 installation to ensure the product operates to design intent. The guidelines stated
here should be used in conjunction with the documentation provided with the products.
Server location
The physical location of your Symposium Agent server depends on the type of connection you
require. In a Call Center the TAPI and Symposium Agents servers must have physical proximity
to the Symposium Call Center server (SCCS). In a direct connect environment, the servers must
have physical proximity to the Meridian 1 switch.
Server platform
Symposium Agent is platform vendor independent (PVI) and can be installed on any PVI server
that supports either Microsoft Windows 2000 server, with a minimum of service pack 2 installed,
or a Windows NT server, release 4.0 or higher, with a minimum of service pack 6a installed. The
servers are pre-loaded with the following Microsoft TAPI software releases:
• Windows NT server, release 4.0, supports Microsoft TAPI, release 2.x
• Microsoft Windows 2000 server and Windows 2000 Advanced Server supports
Microsoft TAPI, release 2.x and release 3, while retaining compatibility with earlier
releases
Warning: Symposium Agent and TAPI SP is supported only if it is installed in a true Windows
environment. Symposium Agent and TAPI SP is not supported if it is installed in a Microsoft
Terminal Services environment or terminal services environments from other vendors, such as
Citrix.
Note: Nortel Networks supports Symposium Agent and TAPI SP only on English-language
software versions.
Note: Symposium Agent 2.3 is only supported on single-CPU servers. It does not operate on dual
or multi-CPU servers.
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Client PC support
Symposium Agent runs on a PVI client that supports one of the following operating systems:
• Microsoft Windows XP Professional
• Microsoft Windows 2000 Professional
• Microsoft Windows ME
• Windows NT workstation
• Microsoft Windows 98
• Microsoft Windows 95
Telephone set support
Symposium Agent monitors and controls the telephony activities of the following set types:
•M2008
•M2216
•M2616
•M3110
•M3310
•M35xx
•M39xx
•i2002 Internet telephone (requires TAPI 3.0)
•i2004 Internet telephone (requires TAPI 2.3.1)
•i2050 software telephone (requires TAPI 2.3.1)
•Meridian analog telephone set 2500 with certain limitations. For information refer to
the Network Managers Guide for Symposium TAPI Service Provider for Meridian 1.
Note: Nortel Networks does not support TAPI-compliant applications running on the Microsoft
Windows XP operating system, or on the Microsoft Windows.NET operating system.
Note: Refer to the Network Managers Guide for Symposium TAPI Service Provider for Meridian
1 for information about limitations in the operation of the multiple appearance and DN (MADN)
feature on all telephone sets.
Hardware compatibility policy
Symposium Agent can be installed on servers that are included on the Microsoft Compatibility
List for the Windows NT 4.0 server or the Microsoft Windows 2000 server, available on the
Microsoft Website at
http://www.microsoft.com. The server must also conform to the following guidelines contained in
this document:
• minimum hardware specifications
• installation of third-party software as outlined in this document
• any other guidelines specified in this document
The Nortel Networks’ position is that the support contract for the PVI server hardware is with the
server vendor and not with Nortel Networks. It is the responsibility of the distributor to ensure
that the hardware platform is operational and properly prepared and tested prior to installing
Symposium Agent.
The distributor/end user must ensure that testing of a PVI server is carried out prior to putting the
server into operation in a customer environment. The distributor/end user must attempt to resolve
hardware faults before referring them to Nortel Networks. During the course of problem
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diagnosis, Nortel Networks Global Networks Technical Support (GNTS) may request that
additional tests are carried out on PVI hardware.
Hardware guidelines
This section outlines the recommended server specification for a new installation of Symposium
Agent. If you are upgrading from an earlier release of Symposium Agent, and do not want to
upgrade your Symposium Agent server, refer to the minimum requirements later in this section.
Recommended server configuration
If you are installing a new Symposium Agent system, Nortel Networks recommends that you
provision a server with adequate capacity for future upgrades.
Minimum hardware requirements
If you are upgrading to Symposium Agent release 2.3 from an earlier release of Symposium
Agent, it is possible that your Symposium Agent server does not conform to the hardware
configurations recommended above. These recommendations ensure that the server has sufficient
processing power to run the Symposium Agent 2.3 application while running debug utilities and
other approved applications.
Backup, disaster recovery, and solution redundancy
A backup tape drive is not a requirement for Symposium Agent.
You can use a hardware-RAID solution provided it doesn’t have a negative impact on
Symposium Agent or TAPI SP performance. If you encounter issues with a hardware-RAID
solution, refer them to the RAID vendor. Software-RAID solutions, such as the one available
from Microsoft, are not supported.
Nortel Networks is unable to guarantee compatibility with any high availability solution because
such solutions usually require the installation of additional software or components which may
conflict with Symposium Agent or TAPI SP operation.
If you require a hardware redundant solution it must be tested by one of the following:
• verification testing by a Nortel Networks Packaged Services group
• compatibility testing via the Nortel Networks Developer Program
For information refer to your Nortel Networks representative or visit the Nortel Networks
developer program Website at http://www.nortelnetworks.com/developer.
Note: Symposium Agent does not support Microsoft clustering because the software is not
cluster-aware.
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Software guidelines
The real-time processing requirements of Symposium Agent can be significantly impaired if
unapproved software applications are running on the server. If you install approved software on
the Symposium Agent server, you must adhere to the following installation guidelines:
1) Verify that Symposium Agent is operating correctly.
2) Install a software application.
3) Verify that Symposium Agent is operating correctly.
4) Run the Performance Monitor application on the TAPI server to assess CPU utilization when
Symposium TAPI SP, the logger application, and the new software are all running together.
If you want to install multiple applications, install each product separately and apply verification
procedures before installing the next product, to ensure that you can eliminate the point of
conflict or failure if problems occur.
Symposium TAPI SP can co-reside with Symposium Agent server software, but no other
applications can be installed on the server which might impede TAPI performance. Third-party
software cannot be installed on the Symposium Agent or TAPI SP servers unless it is on
Microsoft’s Compatibility List and conforms to the guidelines provided in this section.
Caution: In the event of performance-related issues, any unapproved software must be eliminated
as the cause of the problem prior to contacting Nortel Networks GNTS.
Note: The Symposium Agent and TAPI SP servers must never exceed an average of 50% of CPU
utilization with debug utilities running. If you install additional software components on the
server, you must verify that it does not cause CPU utilization to exceed this capacity when debug
utilities are running.
Third-party software guidelines
Application-class software products generally require a level of system resources that can have a
negative impact on Symposium Agent and TAPI SP operation. Therefore, Nortel Networks
recommends that you do not install any application class software on the Symposium Agent or
TAPI SP servers other than Symposium Agent server software and optionally TAPI SP server
software. The installation of application-class software products on the Symposium Agent or
TAPI SP servers can cause a real-time system to operate outside of known engineering limits and
create potential problems such as the following:
• CPU contention
• increased network traffic load
• disk access degradation
Warning: Nortel Networks authorizes the installation of Symposium Agent server software on the
TAPI server up to 500 agents. However, due to the mission-critical, real-time processing
performed by Symposium TAPI SP, no other application-class software can be installed on the
TAPI server.
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Utility-class software
Certain utility-class software products, such as hardware diagnostics or backup utilities, require
less system resources and can be installed if they are in strict compliance with the
recommendations provided in this document. Utilities that cause system problems and degrade
performance must never be installed on the Symposium Agent or TAPI SP servers, including the
following:
• Screen savers
• Disk compression utilities
• Memory-saving utilities that “reclaim” memory unused by Microsoft applications.
Utility applications guidelines
You can install utility-class applications on the Symposium Agent or TAPI SP servers when they
conform to the following guidelines:
• During run-time, the utility must not degrade the Symposium Agent and TAPI SP systems
beyond an average of 50% of CPU usage. The utility must not reduce the minimum amount of
free hard disk space required by Symposium Agent and TAPI SP and the Windows operating
system.
• The utility must not cause any improper software shutdowns or out-of-sequence shutdowns.
• The utility must not attempt to administer the Symposium TAPI SP software.
• If the utility has its own database, it must not affect the Symposium database.
• The installation or removal of a utility should not impair the operation of Symposium Agent or
TAPI SP software. If a conflict occurs, such as can occur between conflicting dll files, it may be
necessary to reinstall the server.
• Before you put the Symposium Agent and TAPI SP servers into operation, you must perform
tests to ensure that you meet these guidelines. During fault diagnosis Nortel Networks GNTS can
ask for the results of these tests and request the removal of third-party software.
Antivirus software guidelines
The risk of virus infection is minimal on the Symposium Agent and TAPI SP servers because
support personnel require a minimal level of access, either locally or via remote access. However,
if corporate security policies require you to install antivirus software on all servers, you must
strictly monitor the installation, and activities of the antivirus application to ensure that
Symposium Agent and TAPI SP activities are not impaired.
Note: Nortel Networks is currently testing on industry-standard antivirus software applications,
and early results indicate the following generic guidelines for the use of antivirus software,
including the following:
• Install Symposium Agent and TAPI SP software before installing antivirus software.
• Set virus scans or log recordings to run on the server during off-peak hours so that CPU
utilization does not exceed stated guidelines. Run the Windows Performance Monitor application
to verify that CPU usage during scans does not exceed the stated guidelines.
• Disable active virus scans when you run diagnostic traces or log recordings on the Symposium
Agent or TAPI SP servers.
• Do not configure the anti-virus software to deal automatically with suspected infected files. In
the event that infected files are detected, do not attempt to replace or remove them. Contact your
local Nortel Networks support representative for assistance in determining if a suspected file is
part of the Symposium application or is a critical system file.
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• Under no circumstances configure antivirus software for automatic download of virus definition
update files from the Internet. Nortel Networks recommends that you download virus definition
update files to another location on the customer network before you manually load them on to the
TAPI server. This arrangement restricts access to the Internet, and thus reduces the risk of
downloading infected files.
Note: The recommendations provided in this section are intended as guidelines only, and do not
constitute a guarantee of compatibility. Nortel Networks does not intend to perform ongoing
compatibility testing, or testing on other antivirus packages.
• All CD-ROMs and floppy disks should be scanned prior to installation or uploading to the
server to minimize any exposure to infected files from outside sources.
• Nortel Networks has not performed testing of the impact on Symposium Agent and TAPI
performance of the Simple Network Management Protocol (SNMP) alert feature on antivirus
software. Therefore, Nortel Networks recommends that you do not activate the SNMP alert
feature in your antivirus software.
Uninterruptible power supply (UPS) software guidelines
If smart UPS software is installed on the Symposium Agent or TAPI SP servers, it must conform
to the general guidelines for installing third party utilities. Nortel Networks only supports the
manual shutdown and startup of the Symposium Agent and TAPI SP servers. The provider of the
UPS solution must provide documentation, testing, and support of Symposium Agent and TAPI
SP prior to installation of the UPS solution.
pcAnywhere guidelines
pcAnywhere *is a remote support software application provided by the Symantec Corporation.
Nortel Networks tested the performance of pcAnywhere, release 10.5, with Symposium TAPI SP.
The test results indicate that pcAnywhere can be used to connect to the Symposium Agent and
TAPI SP servers in the following ways:
• Via Ethernet connection over a LAN
• Via dial-up connection into a primary domain controller (PDC) which provides access to the
TAPI server via a LAN
Problems will occur if you attempt to connect directly to the Symposium Agent or TAPI SP
servers via a modem due to a potential conflict when a modem driver co-exists with TAPI drivers
on the same server.
Warning: Nortel Networks recommends that you do not install a modem driver on the
Symposium Agent or TAPI SP servers.
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Server Engineering Guidelines
This section provides detailed server engineering guidelines that you must conform to for
effective Symposium Agent and TAPI SP operation and describes the technical parameters that
can have an impact on performance.
Technical parameters that impact on performance
This section outlines technical parameters that can impact on system performance:
• number of lines/clients
• number and duration of calls
• size and volume of attached data — TAPI and IVR
• TAPI networking
• co-residency with Symposium Agent
• debug/logging activities
• co-residency with other applications
Number of lines/clients
Symposium Agent and TAPI SP will support between 10 and 1200 lines connected
simultaneously to a single TAPI server.
Number and duration of calls
Symposium TAPI SP is designed to handle up to 16,000 basic calls per hour. A basic call has the
following stages:
• call setup
• talk/hold time
• call tear down
Increasing the complexity or duration of calls will reduce this capacity.
Attached data
The amount of data attached to a call has a significant impact on performance. Attached data that
affects performance includes both TAPI data and IVR data. Symposium TAPI SP 2.3.1 will
handle a maximum of 4096 bytes of attached data (TAPI + IVR) per call. The default call data
size allowed per call is 512 bytes. To optimize performance, use the configuration application to
set the call data size to match your actual call data requirements. If the call data size is set higher
than your requirements, performance suffers because unnecessary memory is allocated for each
call.
TAPI networking
Symposium TAPI SP operates in the following Meridian 1 network environments:
• networked SCCS Call Center
• ESN network
Before you provision a network TAPI environment, estimate the maximum server processing and
TCP/IP connectivity requirements of intersite routing activities.
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