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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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

Installation and Configuration Guide 11
October 2007 Getting started
Continuity test
Continuity test updates affect the following sections:
“Application continuity test” on page 17
“SCAICOMS table” on page 155
“SCAICOMS” on page 161
Other changes
See the following sections for information about changes that are not feature-
related:
“Co-residency” on page 11
“Eicon configuration updates” on page 11
“Modem information updated” on page 11
“X.25 requirements” on page 11
Co-residency
LinkPlexer can be installed on its own server or co-resident with other Contact
Center applications. For more information, see “Co-residency” on page 19
Eicon configuration updates
Updated information for configuring the Eicon card was added. Eicon
configuration updates affect the following section:
“Configuring the Eicon X.25 card” on page 135
Modem information updated
Updated information about modem requirements and configuration for X.25 was
added. Updates about the X.25 modems affect the following sections:
“X.25 modem support” on page 31
“Configuring the X.25 modems” on page 144
X.25 requirements
If LinkPlexer uses X.25 to connect to the CS 2x00/DMS, LinkPlexer must be
installed on its own server. For more information, see “X.25 requirements” on
page 31.

12 LinkPlexer
Getting started Standard 3.02
Overview
Introduction
This document describes how to install and configure the Nortel LinkPlexer 6.0
application.
Throughout this guide, the term CS 2x00/DMS switch applies to the following
switch types:
Digital Multiplex Switch (DMS)
Communication Server 2000
Communication Server 2100
Meridian SL-100
Who should read this guide
This guide is designed for:
Nortel customers
Nortel personnel
Nortel distributors

Installation and Configuration Guide 13
October 2007 Getting started
About LinkPlexer 6.0
Introduction
LinkPlexer 6.0 is a Windows-based Contact Center application that enables
multiple applications to share the same communications session and CS 2x00/
DMS resources. Each application operates as if it were directly connected to the
CS 2x00/DMS. LinkPlexer 6.0 can connect to the CS 2x00/DMS using the ICM
protocol (IP) or CompuCALL (X.25); however, applications connect to
LinkPlexer 6.0 using Intelligent Call Management (ICM). With LinkPlexer 6.0,
an application that does not support CompuCALL can communicate on the
CompuCALL/X.25 interface of CS 2x00/DMS. If only one application is
connected to the CS 2x00/DMS, LinkPlexer is not required.
With LinkPlexer 6.0, applications can share Directory Number (DN) association
between different applications.
For example:
An Interactive Voice Response (IVR) application and Contact Center
Manager Server can share IVR voice ports. The IVR application controls
the ports while Contact Center Manager Server monitors and reports on
activity at the ports.
A softphone application, built using Communication Control Toolkit
(CCT), and Contact Center Manager Server can share agent positions. The
Contact Center Manager Server routes calls to and reports activity at the
agent positions while the softphone implements the agent capability.
A voice recorder and Contact Center Manager Server can share an agent
position. The Contact Center Manager Server monitors agent activity and
call routing at the position while the voice recorder uses the activity to
trigger recording.

14 LinkPlexer
Getting started Standard 3.02
Network architecture
The following diagram shows the general architecture of LinkPlexer 6.0.

Installation and Configuration Guide 15
October 2007 Getting started
The following diagram shows LinkPlexer 6.0, co-resident with Communication
Control Toolkit.
Features
This section describes the main features of LinkPlexer 6.0.
DN association sharing
Both CompuCALL and Intelligent Call Management (ICM) limit the association
of resources to a single session. Two host applications with simultaneous
CompuCALL/ICM application sessions established with a given switch cannot
have the same resource associated with the two sessions at the same time.
LinkPlexer 6.0 overcomes this limitation by propagating all resource messages
from the CS 2x00/DMS to all clients.
For example, a dv-call-offered message from the CS 2x00/DMS is propagated to
all applications and not just the client that originally issued the dv-dn-
association request.

16 LinkPlexer
Getting started Standard 3.02
ICM application multiplexing
The CS 2x00/DMS lets a resource be associated with only one link session with
the switch. LinkPlexer 6.0 enables ICM applications to share, through TCP/IP,
the same session and CS 2x00/DMS resources, and manages messages to and
from the switch.
Connectivity of ICM client to CompuCALL
LinkPlexer 6.0 supports a single connection to the CS 2x00/DMS switch, either
Ethernet TCP/IP or X.25. ICM-only applications can access CompuCALL-
equipped systems through this connection. LinkPlexer relays messages to the
X.25/ICM link on the switch.
Messaging
LinkPlexer 6.0 tracks each message from an application to the CS 2x00/DMS.
The initial response message is sent only to the sending application. Event or
unconfirmed type messages are broadcast to all connected applications.
An application communicating with LinkPlexer 6.0 operates exactly as if it were
connected directly to the CS 2x00/DMS.
DN association management
LinkPlexer 6.0 keeps track of which DNs and agent position IDs are associated
with each application (such as Contact Center Manager Server or
Communication Control Toolkit). This ensures that DNs and agent position IDs
associated with a particular agent/client connection are not disassociated by a
dv-Dn-Associate (delete) message being received from another application. For
more detailed information, see Appendix D, “DN association management.”
Session management
Session management is carried out by LinkPlexer 6.0 and operates as follows:
On service startup, LinkPlexer establishes a connection with the switch and
starts a logon session by sending a dv-Appl-Logon message.
When the last application disconnects from LinkPlexer 6.0, the link
between LinkPlexer 6.0 and the CS 2x00/DMS is also disconnected. After a
short period (less than 10 seconds), LinkPlexer 6.0 reestablishes the
connection to the switch and restarts the logon session by sending a dv-
Appl-Logon message.

Installation and Configuration Guide 17
October 2007 Getting started
Client connection management
LinkPlexer 6.0 manages all application connections. An application connection
is any successful socket connection to LinkPlexer 6.0. Each connection uses one
LinkPlexer 6.0 license. The number of application connections is limited, by the
keycode, to 150.
LinkPlexer 6.0 maintains the integrity of the connection between the LinkPlexer
6.0 server and each connected application. This lets LinkPlexer 6.0 free the
license when an application disconnects.
Generation of dv-Set-Offhook-U on behalf of a softphone
When a physical phoneset is used to make an outbound call, the CS 2x00/DMS
sends a dv-Set-Offhook-U message at the time the phoneset goes offhook. When
a Communication Control Toolkit-enabled softphone is used to make an
outbound call, the CS 2x00 does not sent a dv-Set-Offhook-U message.
However, LinkPlexer 6.0 generates the dv-Set-Offhook-U message and sends it
to all connected applications. For more detailed information, see Appendix G,
“Softphone message sequence chart.”
Application continuity test
Contact Center Manager Server and LinkPlexer applications both support an
application-invoked continuity test. This test is sent by Contact Center Manager
Server or LinkPlexer applications to the switch and the switch responds. This
continuity test is initiated from the opposite direction from that of a switch-
invoked continuity test but performs the same function from the perspective of
the application. In the case of Contact Center Manager Server to the CS 2x00/
DMS, the continuity test interval is 60 seconds. In the case of LinkPlexer to the
switch, you can configure the interval (default is 600 seconds). It is not
mandatory to have both a switch continuity test and an application continuity
test running.
For information about configuring a switch continuity test with X.25, see
“SCAICOMS table” on page 155. For information about configuring a switch
continuity test with TCP/IP, see “SCAICOMS” on page 161.

18 LinkPlexer
Getting started Standard 3.02
Support for Nortel License Manager
Service Update (SU) 01 for LinkPlexer 6.0 introduces support for the License
Manager technology in Contact Center Manager. With SU01, LinkPlexer
expects to obtains licenses from Nortel License Manager for applications to
connect to LinkPlexer. The License Manager can be local to or remote from the
LinkPlexer server. LinkPlexer supports both Nodal and Corporate licensing.
SU01 is backwardly compatible with the legacy iButton hardware and software.
LinkPlexer can be configured to use the legacy technology.
Benefits
The main benefits of LinkPlexer 6.0 are:
Migration—LinkPlexer 6.0 facilitates the introduction of Nortel
applications (such as Contact Center Manager Server) into existing
customer CompuCALL or ICM-based networks without the need to
displace the existing applications.
Connectivity—LinkPlexer 6.0 provides conversion of ICM to X.25 and
vice versa, allowing ICM-only applications to be used with existing
CompuCALL links.
Compatibility—LinkPlexer performs no protocol conversion.
Applications conforming to the NIS Q218 CompuCALL/Meridian SCAI
Interface Specification can work in a LinkPlexer integrated environment.
Considerations and limitations
Operating system
The following table illustrates the operating system support of LinkPlexer 6.0
and Contact Center Manager Server.
Windows NT Windows 2000 Windows 2003
SCCS5.0NoNoYes
LinkPlexer 1.2 Yes Yes No
CCMS6.0NoNoYes
LinkPlexer 6.0 No Yes Yes

Installation and Configuration Guide 19
October 2007 Getting started
LinkPlexer 6.0 does not require a Windows 2003 service pack. However, Nortel
recommends that you install Service Pack 1 and all hot fixes to ensure full
security of the server.
Compatibility
The following table shows compatibility for LinkPlexer 6.0 and other Nortel
applications.
Co-residency
LinkPlexer can co-reside with other Nortel applications only if LinkPlexer
connects to the CS 2x00/DMS through ICM. Co-residency is not supported if
LinkPlexer uses X.25 to connect to the switch.
The following table shows co-residency support for LinkPlexer 6.0 and other
Nortel applications.
Application Compatibility with LinkPlexer 6.0
SCCS 5.0 Yes
CCMS 6.0 Yes
ICM TAPI Driver 1.1 Yes
CCT 6.0 Yes
PERI ICM 2.1 Yes
Symposium Agent 2.3 No
ATTENTION When LinkPlexer co-resides with another application, that
application uses the IP address of its own server rather than the
IP address of the switch.
LinkPlexer 1.2 LinkPlexer 6.0
SCCS 5.0 Yes Yes
CCMS No Yes

20 LinkPlexer
Getting started Standard 3.02
There are no special requirements or dependencies for LinkPlexer 6.0 when it is
installed co-resident with another application. However, limitations associated
with all applications must be respected.
For a co-resident system, Nortel recommends installing the most complex
system first. For example, when installing LinkPlexer co-resident with Contact
Center Manager Server, install Contact Center Manager Server first, and then
install LinkPlexer. During Contact Center Manager server configuration, enter
the IP address of the Contact Center Manager Server as the target switch
address. You can then install and configure LinkPlexer prior to server restart.
For pertinent startup information, see “Startup procedures for a Nortel Contact
Center solution,” on page 129.
Procedures in this guide apply to both stand-alone and co-resident installations
of LinkPlexer, except where it is stated otherwise.
Nortel recommends that you install LinkPlexer 6.0 on a separate server for the
following reasons:
ICM TAPI Driver 1.0 Yes Yes
CCT 6.0 No Yes (TCP/IP only)
Co-residency with CCT
is not supported if
LinkPlexer connects to
the switch through X.25.
PERI ICM 2.04 No No
Symposium Agent 2.3 No No
ATTENTION LinkPlexer 6.0 and LinkPlexer 1.2 can co-reside; however,
there is no advantage to such a configuration. Nortel
recommends that you install LinkPlexer 6.0 only and
uninstall any previous versions.
LinkPlexer 1.2 LinkPlexer 6.0