Nortel CCT User manual

Nortel Communication Control Toolkit
Planning and Engineering Guide
Product release 5.0 Standard 5.01 June 2007
297-2183-924

Nortel Communication Control Toolkit
Planning and Engineering Guide
Publication number: 297-2183-924
Product release: 5.0
Document release: Standard 5.01
Date: June 2007
Copyright © 2007 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 or DMS/MSL-100
switch and Communication Control Toolkit 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.
*Nortel, Nortel (Logo), the Globemark, and This is the Way, This is Nortel (Design mark),
CallPilot, Contivity, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Meridian SL, Optivity,
Succession, and Symposium are trademarks of Nortel Networks.
CITRIX is a trademark of Citrix Systems, Inc.
INTEL, INTEL XEON, and PENTIUM are trademarks of Intel Corporation.
MICROSOFT, MICROSOFT ACCESS, WINDOWS, WINDOWS NT, and WINDOWS XP are
trademarks of Microsoft Corporation.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE is a trademark of Symantec Corporation.

Planning and Engineering Guide v
Revision history
December 2006 The Standard 5.01 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide is
released. It contains updates for CRs and for Microsoft
Vista.
December 2006 The Standard 5.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released. It contains updates for telephone sets
based on CRs.
October 2006 The Standard 4.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released. It contains updates required to
terminology and server specifications for SU03.
June 2006 The Standard 3.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released.
May 2005 The Standard 2.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released.
March 2005 The Standard 1.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released.

vi Communication Control Toolkit
Standard 5.01

Planning and Engineering Guide vii
Contents
1Getting started 9
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Engineering Communication Control Toolkit . . . . . . . . . . . . . . . . . . . . . . . . 12
What’s new in Release 5.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Product description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
2Communication Control Toolkit architecture 27
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Communication Control Toolkit API application types . . . . . . . . . . . . . . . . . 39
3Engineering Communication Control Toolkit 43
Section A: Engineering the server 45
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Operating system configuration requirements . . . . . . . . . . . . . . . . . . . . . . . . 50
Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . . 56
Section B: Engineering the client 59
Client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
4Engineering the switch 61
Section A: Engineering Meridian 1/Succession 1000 63
Meridian 1/Succession 1000 switch requirements . . . . . . . . . . . . . . . . . . . . . 64
Meridian 1/Succession 1000 switch capacity . . . . . . . . . . . . . . . . . . . . . . . . . 67
Supported phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Section B: Configuring Meridian 1/Succession 1000 73
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Configuring the ELAN subnet (knowledge worker environment) . . . . . . . . . 75
Configuring CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Configuring TAPI phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

viii Communication Control Toolkit
Contents Standard 5.01
5Engineering the network 85
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . . 87
Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
6Setting up remote support with a VPN 105
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Guidelines for the Remote Support VPN at the customer’s premises . . . . . 108
VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
ASupported migration paths 113
Supported migration paths to Communication Control Toolkit 5.0 . . . . . . . 114
BSupported functions and events 117
Supported features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Supported events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
CStandard call models 125
Inbound call models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Index 151

Planning and Engineering Guide 9
Chapter 1
Getting started
In this chapter
About this guide 10
Engineering Communication Control Toolkit 12
What’s new in Release 5.0? 13
Product description 14
Related documents 25

10 Communication Control Toolkit
Getting started Standard 5.01
About this guide
Welcome
Communication Control Toolkit helps you implement Computer Telephony
Integration for installed and browser-based client integrations. It delivers a
single cross-portfolio multi-channel API that facilitates the integration of contact
center, knowledge worker, and self-service solutions with your client
applications. These client applications can be simple software phones, agent
telephony toolbars with screen pops, intelligent call management applications,
and so on.
Computer Telephony Integration
Computer Telephony Integration (CTI) describes an environment where
telephony systems and computer systems interact with each other. This
interaction can take many forms, including Interactive Voice Response (IVR),
computer controlled call routing, call recording, predictive dialing, client
desktop integration, and so on.
Most CTI applications support one or both of the following functions:
control of telephony communications, such as
Make call
Answer call
Route call
Transfer call
monitoring of telephony communications, such as
Pop an application screen when an inbound call arrives
Record call statistics
As the boundary between computer and telephony systems becomes more
blurred, the telephony platform is evolving to become a more integrated part of a
broader communications infrastructure that, among others, includes voice,
e-mail, instant messaging, and video.