Nortel LinkPlexer Operator's manual

Nortel LinkPlexer
Installation and Configuration Guide
Product release 6.0 Standard 3.02 October 2007
297-2183-964

Nortel LinkPlexer
Installation and Configuration Guide
Publication number: 297-2183-964
Product release: 6.0
Document release: Standard 3.02
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 Meridian 1 and LinkPlexer 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.
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third-party trademarks.
*Nortel Networks, the Nortel Networks 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, Meridian Mail, Meridian SL, Norstar, Optera,
Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks
of Nortel Networks.
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XEON are trademarks of Intel Corporation.
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Corporation.
MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc.

PCANYWHERE is a trademark of Symantec Corporation.

Installation and Configuration Guide v
Contents
1Getting started 9
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
About LinkPlexer 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2Installation overview 29
System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Preinstallation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3Installing and configuring pcAnywhere 35
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Installing pcAnywhere version 11.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Configuring pcAnywhere 11.5 or later. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Uninstalling pcAnywhere 11.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
4Installing and configuring the Eicon X.25 card 51
Supported configurations for X.25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Installing the Eicon X.25 card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
5Installing LinkPlexer 6.0 55
LinkPlexer 6.0 checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Installing the iButton software and hardware. . . . . . . . . . . . . . . . . . . . . . . . . 57
Installing LinkPlexer 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Using Nortel License Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Using Tracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
6LinkPlexer 6.0 procedures 77
Upgrading from LinkPlexer 1.1 to 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

vi LinkPlexer
Contents Standard 3.02
Upgrading from LinkPlexer 1.2 to 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Backing up LinkPlexer and restoring to a new server . . . . . . . . . . . . . . . . . . 80
Backing up LinkPlexer to enable restoration in the event of a faulty PEP or
Service Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Installing an SU for LinkPlexer 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
7Configuring and maintaining LinkPlexer 6.0 87
LinkPlexer 6.0 configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Starting the LinkPlexer 6.0 service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Uninstalling LinkPlexer 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring LinkPlexer to use an X.25 connection . . . . . . . . . . . . . . . . . . . 106
Configuring LinkPlexer to use a TCP/IP connection . . . . . . . . . . . . . . . . . . 107
Configuring the CS 2x00/DMS switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Configuring Contact Center Manager Server to use LinkPlexer 6.0 . . . . . . 109
Configuring the ICM TAPI driver to use LinkPlexer 6.0. . . . . . . . . . . . . . . 112
Configuring Periphonics VPS/is (Peri-ICM) to use LinkPlexer. . . . . . . . . . 117
ATroubleshooting 119
Common problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Frequently asked questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Startup procedures for a Nortel Contact Center solution . . . . . . . . . . . . . . . 129
BConfiguring LinkPlexer for X.25/CompuCALL 133
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Configuring the Eicon X.25 card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Configuring the X.25 modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
CS 2x00 table definitions for configuring X.25/CompuCALL . . . . . . . . . . 151
CCS 2x00/DMS table definitions and examples 159
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Table definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
DDN association management 165
DN association management examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

October 2007 Contents
Installation and Configuration Guide vii
ELinkPlexer configuration changes 169
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Configuration file changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
FComparison of LinkPlexer across releases 173
Comparison matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
GSoftphone message sequence chart 177
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Generation of dv-Set-Offhook-U message sequence . . . . . . . . . . . . . . . . . . 179
Glossary 181
Index 189

viii LinkPlexer
Contents Standard 3.02

Installation and Configuration Guide 9
Chapter 1
Getting started
In this chapter
New in this release 10
Overview 12
About LinkPlexer 6.0 13
How to use this guide 23
Skills you need 24
Related documents 25
How to get help 27

10 LinkPlexer
Getting started Standard 3.02
New in this release
The following sections detail what is new in the Nortel LinkPlexer Installation
and Configuration Guide (297-2183-964) for release 3.02.
“Features” on page 10
“Other changes” on page 11
Features
See the following sections for information about feature changes:
“Installation updates” on page 10
“License Manager support” on page 10
“Continuity test” on page 11
Installation updates
LinkPlexer 6.0 supports Windows Server 2003. The operating system platform
changes affect the following sections:
“Minimum server requirements” on page 30
“Preinstallation procedures” on page 33
License Manager support
LinkPlexer supports Nortel License Manager with the addition of Service
Update 01. License Manager support affects the following sections:
“Support for Nortel License Manager” on page 18
“LinkPlexer 6.0 checklist” on page 56
“Installing the iButton software and hardware” on page 57
“Using Nortel License Manager” on page 73
“Installing an SU for LinkPlexer 6.0” on page 82
“LPConfig.ini section and parameter descriptions” on page 90