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
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 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

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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

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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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Step 24. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 763
Step 25. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766
Step 26. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 768
Step 27. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 772
Section I: CCT server configuration 777
Step 28. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 778
Step 29. Configure the Contact Management Framework option . . . . . . . . 787
Step 30. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 795
Step 31. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 799
Step 32. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 804
Step 33. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 807
Step 34. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 811
Step 35. Map users to addresses, terminals, and contact center users . . . . . 814
Section J: Contact type configuration 823
Step 36. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824
Step 37. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 828
Step 38. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 830
Step 39. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 849
Section K: Agent configuration 853
Step 40. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 854
Step 41. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 857
Step 42. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861
Part 3 Configuring the CCMM Standby server 867
8Installing the Standby server 869
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870
Section A: Preinstallation 873
Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 874
Step 2. Read the relevant documentation and check for updates . . . . . . . . . 875
Step 3. Share the attachment folders on the Active server . . . . . . . . . . . . . 876
Step 4. Configure the Standby server on the Active server . . . . . . . . . . . . . 878
Step 5. Back up the active Multimedia server . . . . . . . . . . . . . . . . . . . . . . . 880
Step 6. Understand the Active server installation . . . . . . . . . . . . . . . . . . . . 890
Step 7. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 891
Section B: Installation 907
Step 8. Install the Standby server software . . . . . . . . . . . . . . . . . . . . . . . . . 908

xii Contact Center Multimedia/Outbound
Standard 7.16
Step 9. Install the Standby server updates . . . . . . . . . . . . . . . . . . . . . . . . . . 917
Section C: Postinstallation 919
Step 10. Provide local users with the Log on as a Service right . . . . . . . . . 920
Step 11. Create shared inbound and outbound attachment folders . . . . . . . 925
Step 12. Configure Internet Information Services . . . . . . . . . . . . . . . . . . . . 938
Step 13. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 947
Step 14. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948
Step 15. Add the Standby server to CCMA . . . . . . . . . . . . . . . . . . . . . . . . . 950
Step 16. Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . 952
Step 17. Demote the Standby server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956
Step 18. Confirm the Standby server mode . . . . . . . . . . . . . . . . . . . . . . . . . 960
Step 19. Copy e-mail attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 962
Step 20. Select the Journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964
Step 21. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . 970
9Changing the Active server 971
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 972
Section A: Switching to Standby when Primary server fails 975
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 976
Step 1. Ensure the failed server is disconnected from the network . . . . . . . 977
Step 2. Promote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 978
Step 3. Confirm the mode of Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 982
Step 4. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . . . 984
Step 5. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . 986
Step 6. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . 988
Step 7. Disable the failed server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 989
Step 8. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . 991
Section B: Switching to Standby for a planned change 993
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 994
Step 1. Disconnect Server A from the network . . . . . . . . . . . . . . . . . . . . . . 995
Step 2. Promote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996
Step 3. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . . 1000
Step 4. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . 1002
Step 5. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . . 1004
Step 6. Disable Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1005
Step 7. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . 1007
Section C: Restoring CCMM servers to original configuration 1009
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1010
Step 1. Ensure users are disconnected . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1012

Installation and Maintenance Guide xiii
October 2007
Step 2. Stop and disable Multimedia services on Server B . . . . . . . . . . . . 1013
Step 3. Backup Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1017
Step 4. Stop the shadowing process on Server B . . . . . . . . . . . . . . . . . . . . 1024
Step 5. Update the server details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1029
Step 6. Demote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031
Step 7. Stop the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1035
Step 8. Stop and disable Multimedia services on Server A . . . . . . . . . . . . 1036
Step 9. Restore the backup to Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . 1040
Step 10. Record the journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043
Step 11. Update the server details for Server A . . . . . . . . . . . . . . . . . . . . . 1045
Step 12. Update the e-mail attachment folders . . . . . . . . . . . . . . . . . . . . . 1048
Step 13. Enable the services on Server A . . . . . . . . . . . . . . . . . . . . . . . . . 1049
Step 14. Restart services on Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1051
Step 15. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . 1052
Step 16. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . 1054
Step 17. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . 1056
Step 18. Start the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057
Step 19. Update the e-mail attachment folders . . . . . . . . . . . . . . . . . . . . . 1058
Step 20. Set shadowing on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1059
Step 21. Enable the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . 1065
Step 22. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . 1067
Part 4 Maintaining the Multimedia/Outbound server 1069
10 Configuring outbound settings and routing 1071
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1073
Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
Configure the outbound scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1076
11 Configuring e-mail settings and routing 1077
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1078
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1079
Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1080
Create a recipient mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1082
Configure inbound e-mail settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1086
Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1090
Configure rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1099
Configure a rule for multiple mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . 1122

xiv Contact Center Multimedia/Outbound
Standard 7.16
Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1137
Configure e-mail for Asian languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140
12 Configuring Web communications settings 1143
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1144
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1145
Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146
Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1148
Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
Create autophrases for skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153
Create page push lists for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1155
Configure Web-on-hold groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158
Configure Web Communications Manager settings. . . . . . . . . . . . . . . . . . 1163
Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1170
13 Configuring the Contact Center Agent Desktop 1173
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174
Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . 1175
Reset agent passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1176
Configure custom fields in CCAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Configure the active contact timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1181
Configure the callback timer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182
Configure attachment size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183
Configure hotdesking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1184
Configure visual contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1186
Configure audible contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188
Configure the terminal state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190
14 Uninstalling the software 1191
Uninstall the server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1192
15 Using the Patch Viewer 1199
Use the Patch Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1200
16 Maintaining the database 1203
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1204
Maintain the Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1205
Configure the destination location for a backup. . . . . . . . . . . . . . . . . . . . . 1206

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October 2007
Create an immediate backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1211
Create a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1217
Clear a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1222
Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1225
17 Archiving and restoring data 1229
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1230
Archiving the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1231
Restoring the Multimedia database from an archive . . . . . . . . . . . . . . . . . 1240
Recovering from a failed archive or restore . . . . . . . . . . . . . . . . . . . . . . . . 1244
18 Alarms and events 1245
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1246
Create Log reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1247
Trace log events in Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . 1251
Configure the Windows SNMP service on the server . . . . . . . . . . . . . . . . 1253
Use the Event to Trap Translator to select events . . . . . . . . . . . . . . . . . . . 1255
19 Managing security 1259
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1260
General security precautions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1261
Microsoft security guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1262
Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1263
Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . 1264
Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 1265
Use the Windows Server 2003 Security Configuration Wizard. . . . . . . . . 1271
Enable SSL on the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1279
SMTP Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1283
20 Troubleshooting 1287
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1288
Troubleshoot installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1289
Troubleshoot network connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1293
Restart Contact Center servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1295
Troubleshoot migration problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1298
Troubleshoot licensing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1299
Troubleshoot the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1309
Troubleshoot the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . 1310
Troubleshoot the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1311

xvi Contact Center Multimedia/Outbound
Standard 7.16
Troubleshoot the Contact Center Agent Desktop. . . . . . . . . . . . . . . . . . . . 1317
Troubleshoot the Outbound Campaign Management Tool . . . . . . . . . . . . 1322
Troubleshoot contact routing errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1323
Troubleshoot Internet Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1325
Troubleshoot archiving. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1326
Configuration for Asian languages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1327
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1331
21 Using serviceability tools 1333
Use the E-mail Manager Memory Management utility . . . . . . . . . . . . . . . 1334
Part 5 Appendixes 1337
AEvent codes 1339
Operating system events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1340
Contact Center Multimedia events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1341
BFeature licensing 1367
Multimedia license codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1368
CContact life cycles 1371
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1372
Outbound contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1373
E-mail messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1375
Web Communications contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1377
DChange the names or IP addresses of servers 1379
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1380
Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . 1381
Change the Contact Center Manager Server IP address. . . . . . . . . . . . . . . 1395
Change the Contact Center Manager Standby Server name. . . . . . . . . . . . 1412
Change the Contact Center Manager Standby server IP address . . . . . . . . 1432
Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1456
Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . 1479
Change the Contact Center Manager Administration server name . . . . . . 1490
Change the Contact Center Manager Administration server IP address . . 1507

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October 2007
Change the Communication Control Toolkit server name . . . . . . . . . . . . . 1514
Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . 1524
Change the Contact Center Multimedia server name. . . . . . . . . . . . . . . . . 1528
Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 1540
Change the Contact Center Multimedia Standby server name. . . . . . . . . . 1547
Glossary 1555
Index 1595

xviii Contact Center Multimedia/Outbound
Standard 7.16

Installation and Maintenance Guide 19
Chapter 1
Getting started
In this chapter
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

20 Contact Center Multimedia/Outbound
Getting started Standard 7.16
New in this release
The following sections detail what is new in the Nortel Contact Center
Multimedia and Outbound Installation and Maintenance Guide (297-2183-929)
for release 7.16.
“Features” on page 20
“Other changes” on page 23
Features
See the following sections for information about feature changes:
“Licensing updates for CCMM” on page 20
“Agent Idle state settings” on page 21
“Redundancy Server installation” on page 21
“Installation and configuration improvements” on page 21
“Outbound Manager” on page 21
“E-mail Manager” on page 22
“Web Communications Manager” on page 22
“Contact Center Agent Desktop” on page 22
“License Manager” on page 23
“Contact Center Multimedia database” on page 23
Licensing updates for CCMM
Contact Center Multimedia has a licensing grace period that is used to resolve
licensing issues. Information about resetting the grace period, and errors to
determine the amount of grace period time remaining are documented in the
following sections:
“Licensing grace period” on page 1305
“Contact Center Multimedia events” on page 1341