Nortel Contact Center Manager Product manual

Nortel Contact Center Multimedia and

Outbound

Installation and Maintenance Guide

Product release 6.0 Standard 7.16 October 2007

297-2183-929

Nortel Contact Center Multimedia and Outbound

Installation and Maintenance Guide

Publication number: 297-2183-929

Product release: 6.0

Document release: Standard 7.16

Date: October 2007

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 Nortel Networks Enterprise

Solution and Contact Center Multimedia/Outbound 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.

This page and the following page are considered the title page, and contain Nortel Networks and

third-party trademarks.

*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200,

DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN,

IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity,

Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000),

Supernode, and Symposium are trademarks of Nortel Networks.

3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation.

ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and

POSTSCRIPT are trademarks of Adobe Systems Incorporated.

ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,

POWERPOINT, WINDOWS, and WINDOWS XP are trademarks of Microsoft Corporation.

APACHE is a trademark of Apache Micro Peripherals, Inc.

CITRIX is a trademark of Citrix Systems, Inc.

CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.

DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer

Corporation.

InterSystems Caché is a trademark of InterSystems Corporation.

NOVELL is a trademark of Novell, Inc.

REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.

PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.

VISIBROKER is a trademark of Visigenic Software, Inc.

UNIX is a trademark of X/Open Company Limited.

WINZIP is a trademark of Nico Mak Computing, Inc.

Installation and Maintenance Guide v

Contents

1Getting started 19

New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

About Contact Center Multimedia/Outbound. . . . . . . . . . . . . . . . . . . . . . . . . 26

New features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Part 1 Installing the Contact Center Multimedia/

Outbound server software 45

2Installing the Multimedia/Outbound server 47

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Section A: Preinstallation 51

Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . . 52

Step 2. Read the relevant documentation and check for updates . . . . . . . . . . 53

Step 3. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . 54

Section B: Installation 69

Step 4. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . . 70

Step 5. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . . 79

Section C: Postinstallation 81

Step 6. Provide local users with the Log on as a service right . . . . . . . . . . . 82

Step 7. Configure the shared inbound and outbound attachment folders . . . 87

Step 8. Configure Internet Information Services . . . . . . . . . . . . . . . . . . . . . 100

Step 9. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . . 109

Step 10. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Section D: Client configuration 111

Step 11. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 112

Step 12. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 115

vi Contact Center Multimedia/Outbound

Standard 7.16

Step 13. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 117

Section E: External component configuration 121

Step 14. Configure phonesets on the switch for each agent . . . . . . . . . . . . 122

Step 15. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 123

Step 16. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

Section F: Contact Center Manager server configuration 125

Step 17. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Step 18. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 129

Section G: CCMA server configuration 131

Step 19. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 132

Step 20. Configure the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Step 21. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 138

Step 22. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Step 23. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144

Step 24. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 146

Step 25. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 150

Section H: CCT server configuration 153

Step 26. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 154

Step 27. Configure the Contact Management Framework option . . . . . . . . 163

Step 28. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 171

Step 29. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 175

Step 30. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 180

Step 31. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 183

Step 32. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 187

Step 33. Map users to addresses, terminals, and contact center users . . . . . 190

Section I: Contact type configuration 199

Step 34. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

Step 35. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 204

Step 36. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Step 37. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 225

Section J: Agent configuration 229

Step 38. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

Step 39. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Step 40. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

3Installing and configuring the external Web server 241

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Prerequisites for installing the Web server software . . . . . . . . . . . . . . . . . . 243

Installation and Maintenance Guide vii

October 2007

Install the Web server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Configure your Web server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

4Using the Web communications customer interface 255

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256

Access the sample customer interface Web site. . . . . . . . . . . . . . . . . . . . . . 258

Configure properties for the sample CI Web site . . . . . . . . . . . . . . . . . . . . . 277

Test the customer interface Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Prevent blocked invitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286

Part 2 Upgrading and Migrating Contact Center

Multimedia/Outbound Release 6.0 287

5Upgrading from SWCP Release 4.0 289

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Section A: Preinstallation 295

Step 1. Reduce the Symposium Web Center Portal database . . . . . . . . . . . 296

Step 2. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 297

Step 3. Read the prerequisite documentation and check for updates . . . . . . 298

Step 4. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 299

Section B: Installation 315

Step 5. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . 316

Step 6. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . 325

Section C: Postinstallation 327

Step 7. Provide local users with Log on as a Service right . . . . . . . . . . . . . 328

Step 8. Configure the shared inbound and outbound attachment folders . . 333

Step 9. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 346

Step 10. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 355

Step 11. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

Section D: Client configuration 357

Step 12. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 358

Step 13. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 361

Step 14. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 363

Section E: External component configuration 367

Step 15. Configure phonesets on the switch for each agent . . . . . . . . . . . . 368

Step 16. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 370

viii Contact Center Multimedia/Outbound

Standard 7.16

Step 17. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371

Section F: Database upgrade 373

Step 18. Stop the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374

Step 19. Back up the Contact Center database . . . . . . . . . . . . . . . . . . . . . . 375

Step 20. Install and configure the Sybase ODBC driver . . . . . . . . . . . . . . . 379

Step 21. Migrate the SWCP 4.0 database to the CCMM server . . . . . . . . . 390

Step 22. Copy the inbound and outbound attachment folders . . . . . . . . . . . 393

Step 23. Restart the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . 394

Section G: Contact Center Manager Server configuration 397

Step 24. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

Step 25. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 401

Section H: CCMA server configuration 403

Step 26. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 404

Step 27. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407

Step 28. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 410

Step 29. Remove redundant skillsets and agent assignments . . . . . . . . . . . 413

Step 30. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417

Step 31. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420

Step 32. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 422

Step 33. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 426

Section I: CCT server configuration 429

Step 34. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 430

Step 35. Configure the Contact Management Framework option . . . . . . . . 439

Step 36. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 447

Step 37. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 451

Step 38. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 456

Step 39. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 459

Step 40. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 463

Step 41. Map users to addresses, terminals, and contact center users . . . . . 466

Section J: Contact type configuration 475

Step 42. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 476

Step 43. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 480

Step 44. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482

Step 45. Review migrated mailboxes and rules . . . . . . . . . . . . . . . . . . . . . . 501

Step 46. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 502

Step 47. Reassign the contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505

Section K: Agent configuration 507

Step 48. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508

Step 49. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 510

Installation and Maintenance Guide ix

October 2007

Step 50. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 514

6Upgrading licenses in your current installation 519

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 520

Section A: Preinstallation 523

Step 1. Read the prerequisite documentation and check for updates . . . . . . 524

Step 2. Upgrade the License file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 525

Section B: Installation 527

Step 3. Install any Multimedia/Outbound service updates . . . . . . . . . . . . . 528

Section C: Postinstallation 529

Step 4. Configure the shared inbound and outbound attachment folders . . 530

Step 5. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . . 543

Step 6. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546

Section D: CCMA server configuration 547

Step 7. Create additional agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . 548

Step 8. Create additional multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 551

Step 9. Create additional supervisors and agents . . . . . . . . . . . . . . . . . . . . . 554

Step 10. Create additional route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557

Step 11. Configure additional sample multimedia scripts . . . . . . . . . . . . . . 559

Section E: CCT server configuration 563

Step 12. Import additional agent phonesets to the TAPI database . . . . . . . 564

Step 13. Import additional contact center users into CCT . . . . . . . . . . . . . . 573

Step 14. Import additional terminals and addresses into CCT . . . . . . . . . . 577

Step 15. Import additional Windows users into CCT . . . . . . . . . . . . . . . . . 582

Step 16. Import additional agent workstations into CCT . . . . . . . . . . . . . . 585

Step 17. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 589

Step 18. Map additional users to the CCT resources . . . . . . . . . . . . . . . . . . 592

Section F: Contact type configuration 601

Step 19. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 602

Step 20. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 606

Step 21. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608

Step 22. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 627

Section G: Installing the external Web server 631

Step 23. Check the prerequisites for the Web server . . . . . . . . . . . . . . . . . . 632

Step 24. Install the external Web server software . . . . . . . . . . . . . . . . . . . . 633

Step 25. Configure your Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 638

x Contact Center Multimedia/Outbound

Standard 7.16

Section H: Agent configuration 643

Step 26. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 644

Step 27. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648

7Migrating Contact Center 6.0 to a new server 653

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654

Section A: Source server requirements 657

Step 1. Back up your Contact Center Multimedia database . . . . . . . . . . . . 658

Section B: Preinstallation 667

Step 2. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 668

Step 3. Read the prerequisite documentation and check for updates . . . . . . 669

Step 4. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 670

Section C: Installation 685

Step 5. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . 686

Step 6. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . 695

Section D: Postinstallation 697

Step 7. Provide local users with Log on as a Service right . . . . . . . . . . . . . 698

Step 8. Configure the shared inbound and outbound attachment folders . . 703

Step 9. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 716

Step 10. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 725

Step 11. Restore the Contact Center Multimedia/Outbound data . . . . . . . . 726

Step 12. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730

Section E: Client configuration 731

Step 13. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 732

Step 14. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 735

Step 15. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 737

Section F: External component configuration 741

Step 16. Configure phonesets on the switch for each agent . . . . . . . . . . . . 742

Step 17. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 744

Step 18. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746

Section G: Contact Center Manager server configuration 747

Step 19. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748

Step 20. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 751

Section H: CCMA server configuration 753

Step 21. Refresh Contact Center Manager Server . . . . . . . . . . . . . . . . . . . . 754

Step 22. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 757

Step 23. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 760

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