Nortel CC MIS Instruction Manual

Call Center Management Information System
Release Notes
Release 6.0.1 Standard 2.0 May 2007
297-2671-211

Call Center Management Information System
Release Notes
Publication number: 297-2671-211
Product release: 6.0.1
Document release: Standard 2.0
Date: May 2007
Copyright © 2007 Nortel Networks. All Rights Reserved
The information in this document is subject to change without notice. The statements,
configurations, technical data, and recommendations in this document are believed to be
accurate and reliable, but are presented without express or implied warranty. Users must
take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.
Trademarks
*Nortel Networks, the Nortel Networks logo, the Globemark, ACD, DMS, and Meridian Call
Center MIS are trademarks of Nortel Networks.
*Microsoft, MS, MS-DOS, Windows, Windows NT, Windows 95, Windows 98,
Windows 2000, Windows XP, and Microsoft Exchange are registered trademarks of
Microsoft Corporation.
Red Hat Enterprise Linux is a trademark of Red Hat Inc.
Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated.
All other trademarks and registered trademarks are the property of their respective owners.
The process of transmitting data and call messaging between the Call Center Management
Information System server and the switch or the system 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.

European Regulatory Compliance and CE Marking
The equipment is CE marked, identifying compliance with the relevant EU Directives, 89/
336/EEC for ElectroMagnetic Compatibility and 73/23/EEC for Safety.
This product is intended for deployment in a light industrial, non-domestic environment and
complies with the relevant EMC standards, EN55022 (class A) and EN50082-1. Since this is
class A equipment, in a domestic environment this equipment may cause radio interference
in which case the user may be required to take adequate measures.

Release Notes v
Revision history
May 2007 Standard 2.0 issued for CC MIS Release 6.0.1.
June 2005 Standard 1.0 issued for CC MIS Release 6.0.
January 2003 Standard version issued for CC MIS Release 5.2.2.
October 2002 Standard version issued for CC MIS Release 5.2.1.

Revision history Standard 2.0
vi Call Center Management Information System

Release Notes vii
Contents
1How to get help 9
2About this document 11
3Introduction 15
Type of release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CC MIS Software CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Optional CC MIS features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4Software release history 19
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Release 3.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Release 3.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Release 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Release 3.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Release 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Release 4.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Release 5.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Release 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Release 5.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
5Installation overview 61
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Installation of the CC MIS server software . . . . . . . . . . . . . . . . . . . . . . . . 63
Installation of the CC MIS client software . . . . . . . . . . . . . . . . . . . . . . . . . 66
6Fixes 69
Fixes in Software Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Fixes in Software Release 6.0.1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Contents Standard 2.0
viii Call Center Management Information System
7Known problems 81
CC MIS problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
ACD MIS datastream problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Third-party interaction problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Release Notes 9
Chapter 1
How to get help
This section explains how to get help for Nortel products and services.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is from 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
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).

How to get help Standard 2.0
10 Call Center Management Information System
Outside North America, go to the following Web site to obtain the phone
number for your region:
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:
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, contact the technical support staff for
that distributor or reseller.

Release Notes 11
Chapter 2
About this document
In this chapter
Subject . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Applicable systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Related information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

About this document Standard 2.0
12 Call Center Management Information System
Subject
This Nortel Technical Publication (NTP) serves as the Release Notes for
Call Center Management Information System (CC MIS) Release 6.0.1. You
can use this document in conjunction with other NTPs issued in support of
CC MIS.
Applicable systems
This documents applies to systems running the CC MIS server and client
software.
Intended audience
This NTP is intended for individuals who are interested in the features and
capabilities of the CC MIS application.
How to use this guide
This NTP provides descriptive information about CC MIS. It contains the
following information:
Chapter 2, “About this document”—Provides an overview of this book
and lists the documentation related to the product.
Chapter 4, “Software release history”—Provides a description of the
features that were added or changed throughout the software releases.
Chapter 5, “Installation overview”—Provides a brief overview of the
installation of the CC MIS server and client software.
Chapter 6, “Fixes”—Provides a list of solved Change Requests (CR).
Chapter 7, “Known problems”—Presents any known problems within
the software release.

May 2007 About this document
Release Notes 13
Related information
This section explains where you can find additional information about
CC MIS.
NTPs
For more information about CC MIS, see the following NTPs, which
contain additional information to supplement this document:
CC MIS System Description (297-2671-150)
CC MIS Getting Started Guide (297-2671-175)
CC MIS Installation and Maintenance (297-2671-545)
Online
To access Nortel documentation online, click the Technical Documentation
link under Support on the Nortel home page:
www.nortel.com/documentation
CD-ROM
To obtain Nortel documentation on CD-ROM, contact your Nortel customer
representative.

About this document Standard 2.0
14 Call Center Management Information System

Release Notes 15
Chapter 3
Introduction
In this chapter
Type of release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
CC MIS Software CD-ROM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Optional CC MIS features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Introduction Standard 2.0
16 Call Center Management Information System
Type of release
CC MIS Release 6.0 ports the CC MIS software to the Linux operating
system. In Release 6.0, CC MIS is a software solution in which CC MIS
Release 6.0 software operates on hardware that is supplied (and maintained)
by the customer. This hardware is also known as platform vendor
independent (PVI) hardware.
CC MIS 6.0.1 introduces support for Red Hat Enterprise Linux Version 4.
CC MIS server
The CC MIS server must be running Red Hat Enterprise Linux Version 3 or
Version 4. At this time, only the English version of the operating system is
supported.
Nortel ensures that the CC MIS application is compatible with the latest Red
Hat Enterprise Linux operating system updates.
CC MIS clients
Each CC MIS client must run one of the following operating systems:
Windows XP Professional
Windows 2000 Professional
ATTENTION Windows Vista is not currently supported.

May 2007 Introduction
Release Notes 17
CC MIS Software CD-ROM
The CC MIS Software CD-ROM for Release 6.0.1 includes the following:
CC MIS server application software
CC MIS client application software
CC MIS NTPs
Preinstallation script (for server installation)
Adobe Acrobat Reader 5.0.5 (for viewing NTPs)
Note: Adobe Acrobat Reader is required to view the NTPs on the
CC MIS Software CD-ROM. Version 5.0.5 of the Acrobat Reader
software is included on the CD-ROM.

Introduction Standard 2.0
18 Call Center Management Information System
Optional CC MIS features
The following features are optional purchases. This document and related
CC MIS documents address these features. Verify with the distributor
whether your system is equipped with these features.
Multiple Partitions
Multiple Data Links
Language Options (French and Spanish)
Link Redundancy
Terminal Capacity
Networking
Simple Network Management Protocol (SNMP)

Release Notes 19
Chapter 4
Software release history
In this chapter
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Release 3.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Release 3.1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Release 3.2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Release 3.3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Release 4.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Release 4.1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Release 5.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Release 5.1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Release 5.2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Software release history Standard 2.0
20 Call Center Management Information System
Introduction
This chapter describes the software changes that occurred from Release 3.0
to Release 6.0. It includes the changes made or features added in the
indicated release.