Installation & Maintenance Guide For The Standby Server

297-2183-219
Contact Center Manager Server

Installation and Maintenance Guide for the Standby Server
Standard version: CS 1000, CS 2x00 Nodal
Preliminary version: CS 2x00 Networking
Release 6.0 Standard 10.12 January 2008

Publication number: 297-2183-219

Product release: 6.0
Document release: Standard 10.12
Date: January 2008
Copyright © 2006-2008 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel 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 Meridian 1 PBX and
Contact Center Manager Server 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 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
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 and third-party
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NOVELL is a trademark of Novell, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.
RACORE is a trademark of Racore Computer Products, Inc.
REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc.
SEAGATE is a trademark of Seagate Technology, LLC.
STRATUS is a trademark of Stratus Computer Systems, S.à.r.l.
TANDBERG is a trademark of Tandberg Data ASA.
VISIBROKER is a trademark of Visigenic Software, Inc.
WINZIP is a trademark of Nico Mak Computing, Inc.
Contents
1 Getting started 13
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
About Standby Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Part 1 General information 35
2 Contact Center Standby Server requirements 37

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Feature requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
3 Licensing 51
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Configure the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Update the license file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Uninstall License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Installation and Maintenance Guide for the Standby Server v

Contents Standard 10.12
Part 2 Install the server software 97
4 Install the Active Server software 99

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Section A: Preinstallation 103
Step 1. Read the relevant documentation to perform a new installation . . . 104
Step 2. Record and check for required installation information . . . . . . . . . 105
Step 3. Install pcAnywhere 11.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Step 4. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . . 123
Section B: Installation 125
Step 5. Install the Active Server software . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Step 6. Configure your CCMS settings after the installation (optional) . . . 152
Step 7. Install the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Step 8. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Section C: Postinstallation 181
Step 9. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . . . 182
Step 10. Change the NGenDist, NGenDesign, and NGenSys passwords . . 186
Step 11. Configure the NGen user groups for remote access (optional) . . . 190
Step 12. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . 192
Step 13. Accept the license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Step 14. Activate the Master Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Step 15. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 198
Step 16. Add the server to a domain (optional) . . . . . . . . . . . . . . . . . . . . . . 199
Step 17. Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . 209
Step 18. Install and configure Real-time Statistics Multicast . . . . . . . . . . . 213
Step 19. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Step 20. Verify your security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Step 21. Disable the time synchronization features on the operating system 244
Step 22. Complete other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . 246
5 Install and configure the Standby Server 247

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Step 1. Read the relevant documentation for an upgrade . . . . . . . . . . . . . . 252
Step 2. Gather the materials required for an installation . . . . . . . . . . . . . . . 253
Step 3. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . . 254
Step 4. Perform a database integrity check on the Active Server . . . . . . . . 255
vi Contact Center Standby Server

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Step 5. Check the disk partition configuration on the Active Server . . . . . 258
Step 6. Create a backup of the original 6.0 database . . . . . . . . . . . . . . . . . . 261
Step 7. Create a Platform Recovery Disk on the Active Server . . . . . . . . . 277
Step 8. Prepare the Standby Server for Release 6.0 (optional) . . . . . . . . . . 281
Step 9. Record and check for required installation information . . . . . . . . . 282
Step 10. Install Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Step 11. Ensure the computer name and DNS host name match . . . . . . . . . 301
Step 12. Configure the operating system for remote access . . . . . . . . . . . . 305
Step 13. Install pcAnywhere version 11.5 on the Standby Server . . . . . . . . 312
Step 14. Copy the latest Service Update and Platform Recovery Disk . . . . 325
Step 15. Configuring the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Section B: Migrate the Active Server to the Standby Server 333
Step 16. Migrate the Active CCMS to the Standby Server . . . . . . . . . . . . . 334
Step 17. Configure your CCMS settings on the Standby Server (optional) 365
Step 18. Install the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
Step 19. Install the Server Utility (optional) . . . . . . . . . . . . . . . . . . . . . . . . 386
Step 20. Install required CCMS Service Updates on the Standby Server . . 392
Step 22. Configure the NGen user groups for remote access (optional) . . . 400
Step 24. Add the server to a domain (optional) . . . . . . . . . . . . . . . . . . . . . . 405
Step 26. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Step 27. Verify your security settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444
Step 28. Disable the time synchronization features on the operating system 446
Step 29. Complete other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . 448
Section D: Prepare the Replication Server 449
Step 30. Install Windows Server 2003 on the Replication Server . . . . . . . . 450
Step 31. Install the Replication Server software . . . . . . . . . . . . . . . . . . . . . 465
Step 32. Set up the Warm Standby configuration on the Replication Server 472
Step 33. Prepare the Standby Server to perform database backups . . . . . . . 489
6 Add a Standby Server to an existing CCMS

environment 503
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
Section A: Prepare the Replication Server 505
Step 1. Install Windows Server 2003 on the Replication Server . . . . . . . . . 506
Step 2. Install the Replication Server software . . . . . . . . . . . . . . . . . . . . . . 520
Installation and Maintenance Guide for the Standby Server vii

Step 3. Verify Standby Server feature is enabled . . . . . . . . . . . . . . . . . . . . 527

Section B: Preinstallation 529
Step 4. Read the relevant documentation for an upgrade . . . . . . . . . . . . . . 530
Step 5. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 531
Step 6. Install the latest Service Update and any required patches . . . . . . . 532
Step 7. Perform a database integrity check on the Active Server . . . . . . . . 533
Step 8. Check the disk partition configuration on the Active Server . . . . . 536
Step 9. Create a backup of the original 6.0 database . . . . . . . . . . . . . . . . . . 538
Step 10. Create a Platform Recovery Disk on the Active Server . . . . . . . . 551
Step 11. Prepare the Standby Server for Release 6.0 (optional) . . . . . . . . . 555
Step 12. Record and check for required installation information . . . . . . . . 556
Step 13. Install Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Step 14. Ensure the computer name and DNS host name match . . . . . . . . . 574
Step 15. Configure the operating system for remote access . . . . . . . . . . . . 578
Step 16. Install pcAnywhere version 11.5 on the Standby Server . . . . . . . . 585
Step 17. Copy the latest Service Update and Platform Recovery Disk . . . . 598
Step 18. Configuring the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
Section C: Migrate the Active Server to the Standby Server 601
Step 19. Migrate the Active CCMS to the Standby Server . . . . . . . . . . . . . 602
Step 21. Install the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649
Step 22. Install the Server Utility (optional) . . . . . . . . . . . . . . . . . . . . . . . . 653
Section D: Post-installation 659
Step 24. Configure the NGen user groups for remote access . . . . . . . . . . . 664
Step 26. Add the server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . 669
Section E: Set up and test Warm Standby 693
Step 28. Set up the Warm Standby configuration on the Replication
Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 694
Step 29. Test the Standby Server configuration . . . . . . . . . . . . . . . . . . . . . 711
Part 3 Switch over the servers 715
7 Switch over to the Standby Server 717

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 718
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Section A: Option One switchover 725

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
Switch over the servers for a planned outage (Option One). . . . . . . . . . . . . 728
Switch over the servers for a short-term failure (Option One) . . . . . . . . . . . 745
Switch over the servers for a long-term failure (Option One) . . . . . . . . . . . 765
Section B: Option Two switchover 787
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 788
Switch over the servers for a planned outage (Option Two) . . . . . . . . . . . . 790
Switch over the servers for a short-term failure (Option Two) . . . . . . . . . . 803
Switch over the servers for a long-term failure (Option Two) . . . . . . . . . . . 818
Section C: Restore the Primary Server to active mode 837
Restore options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 838
Rebuild the software on the Primary Server after a failure . . . . . . . . . . . . . 840
8 Restart replication 843

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 844
Restart replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 845
Problems restarting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 863
Part 4 Appendixes 865
A Install and uninstall patches 867

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 868
Install patches on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870
Uninstall SUs from the server using the Patch Manager . . . . . . . . . . . . . . . 875
Problems restarting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
B Maintain the Replication Server 883

Monitor the Replication Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 884
Maintain the Replication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Remove Warm Standby configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
Stop and resume replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 895
Add Stable Queue partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
Upgrade the Standby Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 901
Uninstall the Replication Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Restart replication after maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 905
Installation and Maintenance Guide for the Standby Server ix

C Back up data 907

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 908
Backup speeds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 912
Requirements for backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917
Checklist to perform backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 920
Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 921
Calculate the capacity requirements for database backups. . . . . . . . . . . . . . 924
Backup options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 927
Set up tape backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929
Set up remote directory backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932
Guidelines for third-party backup software . . . . . . . . . . . . . . . . . . . . . . . . . 946
Prepare for third-party backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948
D Restore data 953

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 954
Recover a recent backup of the database . . . . . . . . . . . . . . . . . . . . . . . . . . . 955
Restore the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958
Recover the database with a third-party backup. . . . . . . . . . . . . . . . . . . . . . 975
E Manage security 977

Microsoft security guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 978
Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 979
Change Nortel user account passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980
Protect pcAnywhere settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 983
Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . . 985
Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 986
Use Security Configuration Wizard and enable Windows Firewall. . . . . . . 989
Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 1019
F Work with alarms and events 1025

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1026
Change the Windows EventLog size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1028
Use the Windows Event Viewer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1030
Configure SNMP on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031
G Use server features 1035

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1036
Database Expansion utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1037
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H Uninstallation 1043
Uninstall the database and Contact Center Manager Server. . . . . . . . . . . . 1044
Reinstall the database software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057
Uninstall License Manger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058
Uninstall Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1062
I Reserved Standby Server names 1067

Reserved words. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1068
J Change the names or IP addresses of servers 1071

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . 1073
Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . 1087
Change the Contact Center Manager Standby Server name. . . . . . . . . . . . 1104
Change the Contact Center Manager Standby server IP address . . . . . . . . 1124
Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1148
Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . 1171
Change the Contact Center Manager Administration server name . . . . . . 1182
Change the Contact Center Manager Administration server IP address . . 1199
Change the Communication Control Toolkit server name . . . . . . . . . . . . . 1206
Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . 1216
Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 1220
Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 1232
Change the Contact Center Multimedia Standby server name . . . . . . . . . . 1239
Glossary 1247
Index 1287
Installation and Maintenance Guide for the Standby Server xi

xii Contact Center Standby Server

Chapter 1
Getting started
In this chapter
New in this release 14
Overview 18
About Standby Server 20
How to use this guide 27
Skills you need 28
Related documents 29
How to get help 33
Installation and Maintenance Guide for the Standby Server 13

Getting started Standard 10.12
New in this release
The following sections detail what is new in the Contact Center Manager Server
Installation and Maintenance Guide for the Standby Server (297-2183-219) for
release 10.12.
“Features” on page 14
“Other changes” on page 15
Features
See the following section for information about feature changes.
Organizational information
This is a new guide that describes how to set up and initiate a switchover
between the Active Server and the Standby Server. Information for this guide
originally appeared as an appendix in the Contact Center Manager Server
Installation and Maintenance Guide. Sections include:
“Contact Center Standby Server requirements” on page 37
“Install the Active Server software” on page 99
“Install and configure the Standby Server” on page 247
“Add a Standby Server to an existing CCMS environment” on page 503
“Switch over to the Standby Server” on page 717
“Restart replication” on page 843
“Install and uninstall patches” on page 867
“Back up data” on page 907
“Restore data” on page 953
“Maintain the Replication Server” on page 883
“Manage security” on page 977
14 Contact Center Standby Server

January 2008 Getting started
Other changes
See the following sections for information about changes that are not feature-
related.
“Expanded procedure for changing the server IP address” on page 15
“Post-switchover tasks updated” on page 15
“Install Windows Server 2003 updated” on page 16
“Backup and restore subprocedures added” on page 16
“Steps added to new postinstallation sections” on page 16
“New change server name and IP address appendix” on page 16
“Added a procedure for upgrading from Nodal to Corporate licensing” on
page 17
“Added new procedure for uninstalling License Manager” on page 17
“Microsoft security guidelines added” on page 17
“Updated Change of IP Address appendix” on page 17
Expanded procedure for changing the server IP address

The procedure to change the server IP address for the Active or Standby Server
is expanded to included step-by-step instructions. These instructions cover
configurations using a Nortel server subnet or an ELAN subnet, a co-resident
License Manager, and updating other servers in the configuration.
This change applies to Appendix B, “Maintain the Replication Server.”
Post-switchover tasks updated

The post-switchover procedure for the Contact Center Multimedia server is
updated with additional steps.
This change applies to Chapter 7, “Switch over to the Standby Server.”

Install Windows Server 2003 updated

The recommendation to configure the Active Server and the Standby Server with
the same computer name and IP address is removed. The new recommendation
is to configure the LAN network cards with the appropriate network IP
configuration (for example, subnet mask and default gateway) for the subnet on
which the server is located. The Standby Server must be configured with a
different computer name and IP address from the Active Server.
This applies to steps in Chapter 5, “Install and configure the Standby Server”
and Chapter 6, “Add a Standby Server to an existing CCMS environment.”
Backup and restore subprocedures added

Additional subprocedures to back up and restore a database are added to the
following procedures:
Setting up the Warm Standby configuration on the Replication Server
Restarting replication
These changes apply to Chapter 5, “Install and configure the Standby Server”,
Chapter 6, “Add a Standby Server to an existing CCMS environment”, and
Chapter 8, “Restart replication.”
Steps added to new postinstallation sections

The following steps are added to the new postinstallation sections:
Change the NGenDist, NGenDesign, and NGenSys passwords.
Configure the NGen user groups for remote access.
Add NGen names to pcAnywhere.
Add the server to a domain (optional).
Install and configure Real-time Statistics Multicast.
These changes apply to Chapter 5, “Install and configure the Standby Server”
and Chapter 6, “Add a Standby Server to an existing CCMS environment.”
New change server name and IP address appendix

A new appendix, Change server name and IP address, has been added. This
appendix covers changing the server name and IP address of all Contact Center
servers, including co-resident and Standby Server configurations.

Added a procedure for upgrading from Nodal to Corporate licensing

A new procedure is added to cover an upgrade from Nodal licensing to
Corporate licensing. The procedure covers coresident License Manager
configuration, Primary and Secondary License Managers, and updates to
additional Contact Center products, such as Contact Center Manager
Administration, in the same configuration.
Added new procedure for uninstalling License Manager

A new procedure is added for uninstalling License Manager. This procedure is
added to the License Manager chapter.
Microsoft security guidelines added

Guidelines are added to the Manager Security chapter to ensure your system has
the latest Microsoft patches.
Updated Change of IP Address appendix

The Change of IP Address appendix is updated to include changes to the Contact
Center Multimedia server.

Overview
This chapter describes the Standby Server and provides guidelines for using this
guide.
The Installation and Maintenance Guide for the Standby Server provides
information and procedures to help you complete the following tasks:
understand the requirements for a Contact Center Standby Server Release
6.0 server platform
connect external or peripheral hardware components
configure the Windows Server 2003 (Enterprise or Standard) operating
system
install and configure pcAnywhere
install the Contact Center Standby Server Release 6.0 software
configure the Active, Standby, and Replication Servers
install the License Manager software
install the Server Utility software
perform a switchover from the Active to the Standby Server
stop and resume replication
Who should read this guide

This guide is intended for:
Nortel installers and distributors who are responsible for installing and
maintaining Contact Center software
administrators who are responsible for monitoring and maintaining the
Access rights
This guide is based on the assumption that you have the privileges and access
rights required to perform the procedures in this guide. For more information,
see the Contact Center Manager Administrator’s Guide.

License Manager
Some features described in this guide are optional. The License Manager
software provides access to these features. You can install License Manager on
the same server on which you install the Contact Center Manager Server
software. Fields and commands for features that you did not purchase are not
available.

About Standby Server
The Standby Server feature includes the following:

Active Server
Standby Server
Replication Server
The Contact Center Standby Server feature supports a Warm Standby

configuration so that a Standby Server can run your contact center if the Active
Server fails. You can configure the Standby Server in the same way as the Active
Server, with identical scripts, agents, and so on. However, you do not connect
the Standby Server to the switch.
If the Active Server fails, or if you decide to stop its service for a while, the
Standby Server takes over the operation of the contact center. This avoids costly
downtime for the contact center.
Contact Center Standby Server can be used with Contact Center Manager
Servers in nodal or networked environments, but cannot be used with an NCC
server.
The Contact Center Standby Server feature uses the Sybase Replication Server
product to maintain a pair of Contact Center Manager Server databases—an
Active Server database and a Standby Sever database. The Active Server
database belongs to the Active Server, while the Standby Server database
belongs to the Standby Server.
The Replication Server runs on a dedicated server that is separate from the
Active Server and the Standby Server.
During normal contact processing, the Active Server regularly updates its
database. The Replication Server copies the database updates to the Standby
Sever database. The Replication Server updates the Standby Server database in
the same manner as the Active Server updates its database to maintain
consistency between the databases.

Co-residency
Co-residency is not supported in Contact Center Standby Server. You cannot
install a Standby Server for an Active Server containing Contact Center Manager
Server and Contact Center Manager Administration, Communication Control
Toolkit, or Contact Center Multimedia.
Switchover options
The following are the two switchover options:
Option One—Option One switchover is invoked manually by the user, or it
is used in conjunction with the Automatic Switchover option if it is
enabled. This option configures the Standby Server for use and launches the
Contact Center Manager services without further user intervention.
Use Option One for Geographic Redundancy scenarios. You can also use
Option One for Campus Redundancy scenarios if you are updating Nortel
or third-party applications with the address of the Standby Server, and
doing so does not involve significant overhead.
Option Two—Option Two switchover is invoked manually only. If you use
Option Two, you must change the computer name and Nortel server subnet
IP address on each server during switchover. The remaining steps are
automated. Use this method for Campus Redundancy scenarios where
updating Nortel or third-party applications with the address of the Standby
Server involves significant overhead.
ATTENTION
If the Active and Standby Servers are members of a Windows
domain, the domain administrator must remove the Standby
Server computer name from Active Directory Users and
Computers on the domain controller. You can then change the
name of the Standby Server to that of the Active Server.

Automatic switchover
You can use the Automatic Switchover option to switch over to the Standby
Server without any user intervention. The Automatic Switchover is limited to the
operation of the Standby Server and does not take into account additional
application servers such as Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot.
You configure this option on the Replication Server.
Alarms and events

A new alarm is added on the Standby Server to alert the administrator when the
connection between the Active Server and the Replication Server is disrupted.
For a complete list of alarms and events, see “Alarms and events” on page 888.
Agent status during a switchover

When the Active Server stops functioning, the agents remain connected to the
current call presented to them through Contact Center Manager Network Skill-
Based Routing (NSBR). Subsequent calls are plain Automatic Call Distribution
(ACD) calls and are presented to their set default queue. The agents do not need
to log on and are only aware that the Active Server is out of service based on
information on their set displays. No skillset information is displayed on the
telephone or desktop when calls are presented.
When the switchover occurs, the Standby Server takes the place of the Active
Server. The ASM starts on the Standby Server and the Terminal Numbers (TN)
are acquired. The agents continue to be connected to the current call presented to
them through ACD, until the call is released. When the call is released, the
agents’ sets log off, Set Busy appears on the display, and their MakeSetBusy key
lamp is activated. They must log back on to handle Standby Server skillset calls.
Initializing the Standby Server database

When configuring a Warm Standby system, and before replication begins, you
must initialize the Standby Server database so that it is identical to the Active
Server database. Initializing the Standby Server database involves backing up
the Active Server database and restoring the backup on the Standby Server

database. This method allows the Active Server to continue operating while you
configure the Warm Standby system. Database updates continue in the Active
Server database as part of normal call center operations before and after the
database backup is created on the Standby Server.
You initialize the Active Server database when you set up the Warm Standby
configuration on the Replication Server. For more information, see Step 32. “Set
up the Warm Standby configuration on the Replication Server” on page 472.
In such a scenario, it is important that database updates included in the database

backup and restore are not replicated to the Standby Server, as this can cause
errors in the Standby Server database. The Replication Server has a mechanism,
using a system of markers, that distinguishes between transactions that occur
before the database backup is created and transactions that occur after.
When a Warm Standby system is

Log Included in configured, the Replication Server writes
grows backup, and an enable replication marker into the
Enable marker loaded in the Active Server database transaction log.
standby data-
base When a database backup is created, the
Active Server writes a dump marker into
Dump marker
Applied to the the Active Server database transaction
standby data- log.
base
The Replication Agent on the Active
Server scans transactions in the
transaction log, including the markers, and sends them to the Replication Server.
The Replication Server starts replicating transactions to the Standby Server
when it receives the first dump marker after receiving the enable replication
marker.
Additional Information
Additional Sybase Replication Server documentation is on the Sybase Web site
(www.sybase.com).

Network Architecture
Two main features of Contact Center Standby Server architecture are the
Geographic Redundancy and Campus Redundancy solutions. Decide which
solution to use based on which switchover option you will invoke. For more
information, see “Switchover options” on page 21.
Switchover Option One must be used in Geographic Redundancy scenarios.

With Geographic Redundancy, the Active and Standby Contact Center Manager
Servers are geographically dispersed. They are likely in different network
subnets. The entire setup is duplicated at the secondary site (including CS1000,
CallPilot, and Contact Center Manager Administration). Therefore, you perform
fewer post-switchover steps, as all of the entities that connect to Contact Center
Manager Server at the secondary site are already configured with the IP address
of the Standby Server.
You can also use Switchover Option One in Campus Redundancy scenarios if
updating Nortel or third-party applications with the address of the Standby
Server does not involve significant overhead.
Geographic Redundancy
A Geographic Redundancy solution consists of a primary site and a remote
secondary site. All equipment at the primary site is duplicated at the secondary
site, including Contact Center Manager Server, Contact Center Manager
Administration, the switch, Contact Center Multimedia, Communication
Control Toolkit, CallPilot, as applicable. The primary and secondary sites are
connected using the enterprise Wide Area Network (WAN). Each Contact
Center Manager Server is connected to its local Communcation Server 1000/
Meridian 1 PBX switch. The Replication Server replicates the database
transactions between the primary Contact Center Manager Server (the Active
Server) and the secondary Contact Center Manager Server (the Standby Server).
The following figure shows the relationship between servers, switches, and the
WAN in a Geographic Redundancy solution.

Campus Redundancy
The Campus Redundancy solution also consists of a primary Contact Center
Manager Server (the Active Server), a secondary Contact Center Manager
Server (the Standby Server), and a Replication Server. However, the server are
located in the same physical location and on the same network subnet. The
Active and Standby Servers can be connected to the same or separate switch.
The Replication Server replicates the database transactions between the Active
Server and the Standby Server.
In normal operation, the Standby Server is not operational.
The Warm Standby configuration is one-to-one. The Active Server replicates to

only one Standby Server.
Each Active and Standby Server is configured with a unique computer name and
a Nortel server subnet IP address. Each Standby Server can be configured with a
unique Embedded Local Area Network (ELAN) subnet IP address (optional).
The following figure shows the relationship between servers, switches, and the
WAN in a Campus Redundancy solution.


How to use this guide
This guide covers topics such as installing all components of Contact Center
Standby Server, upgrading or switching the server software, backing up and
restoring data, and maintaining the server.
This guide includes a detailed table of contents and an index to help you find
specific information or procedures related to server installation and
maintenance. The “Where to start in this guide” section focuses only on the most
common tasks. If the task you want to perform is not listed, use the table of
contents or index to find the information you need.
Where to start in this guide

The following table describes where to start for common procedures.
If you want to do this Start here
Install the Active Contact Chapter 4, “Install the Active Server software.”.
Center Manager Server.
Install and configure the Chapter 5, “Install and configure the Standby Server.”.
Standby Server software.
Add the Standby Server to a Chapter 6, “Add a Standby Server to an existing CCMS
preexisting Contact Center environment.”.
Manager Server environment.
Perform a switchover. Chapter 7, “Switch over to the Standby Server.”.
Install patches. Appendix A, “Install and uninstall patches.”.
Back up data. Appendix C, “Back up data.”.

Restore data. Appendix D, “Restore data.”.
Monitor and maintain the Appendix B, “Maintain the Replication Server.”.

Replication Server.
Manage security. Appendix E, “Manage security.”.

Skills you need
This section describes the skills and knowledge you need to use this guide
effectively.
Required experience or knowledge

Before you install the Contact Center portfolio, you must have the following
experience or knowledge:
client/server architecture
LAN/WAN networking
network security and management
Microsoft Windows Server 2003 Enterprise Edition or Windows Server
2003 Standard Edition administration and configuration, including
experience with Windows domain administration skills and privileges
partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting

Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel Web site (www.nortel.com).
For information about Refer to NTP number
Planning and Nortel Contact Center Manager 297-2183-934

engineering guidelines, Planning and Engineering Guide
and server requirements
Nortel Contact Center Manager 297-2183-935
CapTool User’s Guide
Server requirements Nortel Contact Center Server and 297-2183-263

Operating System Requirements
Guide
The Contact Center Nortel Contact Center What is New in 297-2183-903

portfolio Release 6.0
Required installation Nortel Contact Center Installer’s 297-2183-226

and server data Roadmap (see www.nortel.com/pic)
Switch configuration Nortel Contact Center 297-2183-931

Communication Server 1000/
Meridian 1 and Voice Processing
Guide

Switch Guide for Communication
Server 2x00/DMS
Nortel SIP Contact Center Switch 297-2183-962

Configuration Guide
Server operating system Nortel Contact Center Manager 297-2183-212

configuration and Server Technical Requirements and
requirements Operating System Configuration
Guide


Server Technical Requirements and
Operating System Configuration
Guide for the coresident server

Administration Technical
Requirements and Operating System
Configuration Guide
Nortel Communication Control 297-2183-215

Toolkit Server Technical Requirements
and Operating System Configuration
Guide
Nortel Contact Center Multimedia 297-2183-214
Server Technical Requirements and
Operating System Configuration
Guide
Nortel Contact Center 6.0 Security

Guide
Nortel Contact Center Portfolio
Service Packs Compatibility and
Security Hotfixes Applicability List

Installation, upgrades, Nortel Contact Center Manager 297-2183-925

migration, and Server Installation and Maintenance
maintenance Guide

Server Installation and Maintenance
Guide for the Coresident Server

Server Installation and Maintenance
Guide for the Standby Server

Administration Installation and
Maintenance Guide
Nortel Communication Control 297-2183-946

Toolkit Installation and Maintenance
Guide
Nortel Contact Center Multimedia 297-2183-929
Installation and Maintenance Guide
Nortel Media Application Server 297-2183-227

Installation and Configuration Guide
for Contact Center 6.0
Scripting Nortel Contact Center Manager 297-2183-930

Scripting Guide for Communication
Server 1000/Meridian 1 PBX

Scripting Guide for Communication
Server 2x00/DMS

Database Integration User Guide

Networked contact Nortel Contact Center Manager 297-2183-932

center Network Control Center
Administrator’s Guide
Administering contact Nortel Contact Center Manager 297-2183-927

centers Administrator’s Guide
Supervising contact Nortel Contact Center Manager 297-2183-928
centers Supervisor’s Guide
Reporting Nortel Contact Center Historical 297-2183-914

Reporting and Data Dictionary
Handling contacts Nortel Contact Center Agent Desktop 297-2183-945

User Guide

How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:
Link to Takes you directly to
Latest software The Nortel page for Contact Center is located at

www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is

located at www.nortel.com/helmsman.
Get help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Technical
Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
open and manage technical support cases

Get help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the Web site below to obtain the phone number for
your region:
www.nortel.com/callus
Get help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to
the appropriate support specialist. To locate the ERC for your product or service,
go to:
www.nortel.com/erc
Get help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor
or reseller.

Par t 1
General information

Standard 10.12

Chapter 2
Contact Center Standby Server

requirements
In this chapter
Overview 38
Feature requirements 41
Server requirements 42

Contact Center Standby Server requirements Standard 10.12
Overview
This chapter describes the network, hardware, and software requirements to set
up and run Contact Center Standby Server.
ATTENTION
If you change the configuration of the Active Server at any
time, you must rerun the Server Setup Configuration Utility on
the Standby Server to make sure the configurations match.
Network layout
The Active Server, Standby Server, and Replication Server are connected to the
Nortel server subnet. Each server has a unique Nortel server subnet IP address
and host name.
ATTENTION
Nortel recommends that the servers be in a workgroup rather
than on a domain to eliminate the process of removing the
computer name and IP address on the domain controller.
If you are using an ELAN subnet (optional), Nortel recommends that the Active
and Standby Servers have unique ELAN subnet IP addresses to allow the
Standby Server to connect to the ELAN subnet. However, you can use the same
ELAN subnet IP address. If you use the same ELAN subnet IP address, ensure
the Standby Server ELAN subnet NIC is not connected to the ELAN subnet;
otherwise, an IP conflict occurs. If your system includes entities that are
configured with the ELAN subnet IP address, for example Communication
Server 2x00/DMS, you must configure the Standby Server with the same ELAN
subnet IP address as the Active Server. You can leave the Standby Server
connected to the ELAN subnet while the server is operating as the Standby
Server. Nortel recommends the Replication Server be connected to the Nortel
server subnet.
When you perform an Option Two switchover, disconnect the previously Active
Server from the ELAN subnet by physically disconnecting the server from or by
disabling the ELAN subnet network cards from Network Connections.

January 2008 Contact Center Standby Server requirements
Configure Contact Center Manager Server clients with the computer name of the
Active Server for Contact Center Manager Server.
The following table describes Nortel server subnet and ELAN subnet
information for each component in the Standby Server configuration.
Nortel server ELAN subnet

Component Computer subnet address Notes
name address (optional)
Active Server Configured Configured Configured with When switching to

with unique with unique ELAN subnet IP Standby mode,
computer Nortel server address. reconfigure with the
name. subnet IP Connected only Nortel server subnet
address. to ELAN subnet IP address and the
while in Active computer name of
mode (dual-NIC the Standby Server
configuration). (Option Two
switchover).
Standby Server Configured Configured Configured with When switching to

with unique with unique unique ELAN Active mode,
computer Nortel server subnet IP address reconfigure with the
name. subnet IP as the Standby Nortel server subnet
address. Server. IP address and the
computer name of
the Active Server
(Option Two
switchover).
Contact Center Configured N/A N/A Server Utility

Manager Server with computer continues to use the
Server Utility name of initial same computer name
Configuration Active Server. to connect to the
Active Server
(Option Two
switchover).

Nortel server ELAN subnet

Component Computer subnet address Notes
name address (optional)
Contact Center Configured N/A N/A Contact Center

Manager with computer Manager
Administration name of initial Administration
Active Server. continues to use the
same computer name
to connect to the
Active Server
(Option Two
switchover).
Replication Configured Configured N/A

Server with unique with unique
computer Nortel server
name. subnet IP
address.

Feature requirements
When you configure the Contact Center Standby Server feature, you must
perform the following tasks:
1. Configure the Active, Standby, and Replication Servers with different
computer names.
2. Configure the Active, Standby, and Replication Servers with different
Nortel server subnet IP addresses.
3. Configure the Active and Standby Servers with the same ELAN subnet IP
address if your system has other entities associated with the ELAN subnet
IP address, such as Communication Server 2x00/DMS.
4. Check that the sizes of drive F, and other additional driver, in both the
Active and Standby Servers are the same. This ensures that the database
devices are the same size on each server.
5. Ensure that the Replication Server is a dedicated server.
The Replication Server has its own Service Updates (SUs). Follow the
instructions in the readme files to install the SUs as they are made available.
6. Apply Contact Center SUs or Service Update Supplementary (SUSs) on
the Active Server before the Standby Server whenever you install
patches on a Standby Server configuration. Failure to do so results in
critical errors in the Standby Server configuration.

Server requirements
Contact Center Standby Server is a software-only product. The customer

supplies the server and all hardware. In this guide, the term Contact Center
Standby Server refers to the software product. Standby Server refers to the
physical secondary server.
Materials
Check that you have the following materials before you start the installation:
(optional) blank tape for database backup procedures (used with Contact
Center Standby Server procedures)
equipment log (records the model and serial number of the system, all
installed options, and other information)
Microsoft Windows Server 2003 CD-ROM
latest Windows Server 2003 service pack that is validated with Contact
Center Manager Server
You can obtain this information from the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List
available on the Partner Information Center Web site (www.nortel.com/
pic)
pcAnywhere software version 11.5—supplied (provides remote access by
Nortel service)
Hardware platforms
Contact Center Standby Server supports hardware that meets the minimum
requirements as described in “Hardware specifications” on page 43, regardless
of the manufacturer. The server must also meet the requirements of the
Microsoft Hardware Compatibility List for the applicable Windows Server 2003
operating system. See the Microsoft Web site for details.

Platform Compliance Check (for the Standby Server)

To check whether a particular server meets these basic requirements for Platform
Vendor Independence, run the Preinstall Compliancy Checker utility on that
server after the operating system is installed and the drives are partitioned
according to the specifications in this chapter. This utility is included in the
CCMS folder on the application DVD. It generates warnings and suggestions
when the server under test does not satisfy the minimum or suggested
requirement.
The Preinstall Compliancy Checker utility does not check all requirements for
Platform Vendor Independence. You must ensure that the server meets all of the
requirements in “Hardware specifications” on page 43.
Nortel platforms no longer supported

You cannot use any Nortel platforms for Release 6.0 of Contact Center Standby
Server because they do not meet the minimum requirements for Platform Vendor
Independence. These servers include:
701t servers
702t servers
1000t servers
1001t servers
1003t servers
High Availability Platforms

Contact Center Standby Server is also supported on any High Availability
Platform that has undergone compatibility testing with Contact Center Standby
Server as part of the Nortel Compatibility Test Program. For more details about
this compatibility test program, see www.nortel.com/prd/dpp/.
Hardware specifications
For the Contact Center Standby Server to run properly, the customer-supplied
Active, Standby, and Replication Servers must meet the following minimum
requirements.

Active and Standby Server

The Active and Standby Servers must meet the platform requirements for
running Contact Center Manager Server. No other platform requirements are
necessary.
Replication Server
Nortel recommends that the server meet the typical settings in the following
table. However, the actual requirements for the Replication Server platform
depends on the profile of your call center, including such factors as the number
of agents and the call rate.
Hardware
item Minimum Typical
See Note 1. requirements configuration Additional information
CPU Intel-based CPU - Intel-based CPU - Pentium IV, Intel Xeon

Pentium III 733 Mhz Xeon 2 GHz (32- and 64-bit), and
Intel Xeon DP are
supported.
Dual- and quad-CPU
machines are supported
with or without
Hyperthreading enabled.
Non-supported
processors include Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
RAM 256 MB 512 MB
Hard disk 20 GB of physical 40 GB of physical A tool for calculating the

space disk space disk space (80 GB of required stable queue disk
physical disk space space for a given
with RAID-1) installation is available
from the Partner
Information Center
(www.nortel.com/pic).

Hardware
Hard disk See “Replication Server disk partitioning” on page 47 for this
partitioning information.
Hard disk type IDE, SCSI or SATA SCSI or SATA At this time, a SAN
(Storage Area Network)
configuration is not
supported.
Hard disk 7200 RPM > 7200 RPM

speed
Floppy drive Not required Not required
DVD ROM one DVD ROM drive one DVD ROM drive
Serial port one serial port (for one serial port (for Optional serial ports, as
See Note 2. modem access) or modem access) or follows:
USB port (if using USB port (if using If you are using a
USB modem) USB modem) modem for remote
support, rather than a
virtual private network
(VPN), you require one
serial port, configured as
COM1. If you are using
a USB modem, you
require a USB port.
If you use a smart UPS
that requires an
additional serial port on
the server platform, you
also need the additional
serial port.
Network one network one network Network interface card

interface interface card interface card must be 100 Mb/s Ethernet.

Hardware
Video card one video card and one video card and 1024 x 768 minimum
monitor monitor resolution
Keyboard one keyboard one keyboard
Mouse one mouse one mouse
Modem 33.6 KB/s minimum 33.6 KB/s minimum

for remote technical for remote technical
support support
Backup/ backup system for backup system for For the tape drive option,
Restore database backup can database backup can the drive must be large
be either tape drive be either tape drive enough to hold all the
or remote directory or remote directory backup data for the
complete database on a
single backup tape.
Hardware compression
techniques can be used if
necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility

List for Windows 2003 Server. For a complete list of compatible hardware
devices, see the Microsoft Web site (www.microsoft.com).
Note 2: For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.

Replication Server tape drive requirements

The following paragraphs list the requirements for tape drives used with
Replication Servers.
Tape drive requirements

Use a SCSI tape drive listed on the Microsoft Compatibility List for
Windows Server 2003 on the Microsoft Web site. Ensure that the SCSI ID
for the tape drive does not conflict with existing SCSI IDs configured for
other server devices.
Use 1/4-inch cartridge, and 4-mm or 8-mm digital audio (DAT) format
drives.
Use drives that are either internal or external to the server.
Use drives that are capable of operating under Windows Server 2003. All
hardware devices must be on the Microsoft Hardware Compatibility List
for the applicable Windows Server 2003 operating system. For a complete
list of compatible hardware devices, see the Microsoft Web site.
Other hardware requirements

If you configure additional hardware on your server, such as COM ports 3 and 4,
ensure that it is configured correctly (for instance, ensure IRQs do not conflict
with existing IRQs). Any further troubleshooting and hardware diagnostics are
the responsibility of the hardware vendor.
ATTENTION
You must not install any other application class
software on the Replication Server.
Replication Server disk partitioning

The following table provides information about partitioning a server to meet the
requirements of Platform Vendor Independence. The minimum partition sizes
are based on the following:
2 GB = 2048 MB
3 GB = 3072 MB
4 GB = 4096 MB

The actual requirements for a call center vary depending on the number of
agents, call rate, and other factors.
Primary and extended partitions

The operating system resides on the C partition. This must be the only primary
partition. All other partitions (D, F, G, and other additional partitions) must be
logical drives within extended partitions. Pay close attention to this when you
partition the drives. See the documentation provided with the operating system
for details.
Drive Minimum Recommended Maximum

letter size size size Notes
A 1.44 MB 1.44 MB N/A Floppy drive A.
C 12 GB 16 GB N/A NTFS partition on disk 0. This

Limited must be partitioned as the primary
only by the partition. The Windows 2003
operating operating system and pcAnywhere
system are installed here.
You can use the Remote Desktop
Connection feature in Windows as
an alternative for remote support
access tool instead of
pcAnywhere.
D 8 GB 16 GB N/A Additional NTFS partition on

Limited disk 0 or an NTFS partition on
only by the a different disk.
operating This must be partitioned as a
system logical drive within an
extended partition, because
this partition is not used for
startup.
software is installed here.
E N/A N/A N/A DVD ROM drive

Drive Minimum Recommended Maximum

letter size size size Notes
F 4 GB 32 GB 32 GB Drive F and any additional drives

are used to store the database.
Notes:
1. Additional Stable Queue disk drive partitions can be on separate disks or on
the same disk, depending on the your preference and hardware
configuration. Nortel has tested Stable Queue partitions on the same drive
as C and D, and on different drives.
2. Create partitions in drives F through U as logical drives within extended
partitions because these partitions are not used for startup.
3. Ensure that drives F through U have the capacity to support Stable Queues
of sufficient size for your contact center. The size of drives F through U is
determined solely by the required size as calculated by the CapTool. These
drives can be on the same or different physical disks, depending on user
preference.
ATTENTION
Do not install any other application class software on the
Replication Server.


Chapter 3
Licensing
In this chapter
Overview 52
Nodal and Corporate licensing 53
About the license file 58
Install License Manager 66
Configure the License Manager 72
Update the license file 75
Uninstall License Manager 85
Licensing grace period 89
License Manager statistics 94
Other licensing 96

Licensing Standard 10.12
Overview
The License Manager controls the licensing of Contact Center. The License
Manager provides central control and administration of application licensing for
all of the elements of Contact Center.
You can choose Nodal Licensing mode for a single Contact Center installation
or Corporate Licensing mode for a network of Contact Center installations.
You can also maintain a secondary License Manager, which takes over the
licensing if the primary License Manager fails.
This chapter describes the Nodal and Corporate Licensing modes, how to
interpret your license file, how to install and configure the License Manager for
your contact center, and the licensing grace period.
52 Standby Server
January 2008 Licensing
Nodal and Corporate licensing
Before installing Standby Server, you must know whether you are going to use
Nodal or Corporate Licensing. You must also decide which server would be least
affected by the real-time operation of the License Manager.
Nodal licensing—The options in the license file apply to a single
installation of Contact Center Manager Server, Contact Center Manager
Administration, Contact Center Multimedia, and Communication Control
Toolkit.
Corporate licensing—The options in the license file apply to a network of
Contact Center Manager Server, Contact Center Manager Administration,
Contact Center Multimedia, and Communication Control Toolkit servers.
You can install the License Manager on the Network Control Center (NCC)
server or a Contact Center Manager Server, based on the following rules:
If you are installing Contact Center components in a networked
environment with a NCC server, and you are using Corporate Licensing,
Nortel recommends that you install the License Manager on the NCC
server.
If you are installing Contact Center components in a networked
environment with an NCC server, and you are using Nodal Licensing, you
must install the License Manager on Contact Center Manager Server. The
NCC server must point to the Standby Server node that has a license for the
NCC server.
If you are installing a single Standby Server, install the License Manager on
the same server.
Nodal licensing
When you choose Nodal licensing, all licensing options for the applications in
the Contact Center node are in a single license file that is managed by the
License Manager.
The following diagram shows an example of the Nodal licensing architecture. A

single License Manager is responsible for the node. The License Manager co-
resides with the Contact Center Manager Server application.

54 Standby Server
Corporate licensing
You can use Corporate Licensing to distribute licenses to multiple servers so
they can share licenses from a single pool.
Example
You have two sites: Galway and Auckland. Both sites have 100 Voice Agents.
The License Manager is installed co-resident with the Galway Standby Server.
When the day starts, all of the voice agents in Galway request licenses from the
license server. One hundred licenses are issued in Galway. As Galway closes, the
Auckland day starts. As the Galway agents log off, the licenses are made
available for the agents in Auckland.
In this example, you require only 100 Voice Agent licenses to share across the
two sites.
Each license that the License Manager grants to the Contact Center Manager
Server, Contact Center Manager Administration, Contact Center Multimedia, or
Communication Control Toolkit is refreshed by the respective application. This
ensures that licenses are always returned to the License Manager pool if the
applications fail. The refresh mechanism requires an available network
connection to the License Manager.
The following diagram shows a Corporate licensing architecture with a primary

and secondary License Manager.

56 Standby Server
Managing two License Manager servers

In a Corporate Licensing environment, you can configure two License Manager
servers: a primary License Manager and a secondary License Manager. Only one
License Manager can be active at one time. The primary License Manager
actively maintains the licenses.The secondary License Manager runs as a
standby License Manager to provide redundancy in a corporate environment.
You can configure the secondary License Manager as the Standby License
Manager for the Contact Center License Manager components so that it is not
actively used for licenses unless the active License Manager fails.
Configure your preferred active License Manager as the primary License

Manager.
For Corporate License applications, Nortel recommends that you install the
primary License Manager software on the NCC.
Install the secondary License Manager on any Contact Center Manager Server
that does not contain the primary License Manager, including the NCC. You
cannot install the primary and secondary License Manager software on the same
server.
The following conditions apply:

You cannot configure a Standby License Manager in a Nodal licensing
environment.
Do not use the Standby License Manager for load balancing issues.

About the license file
The License Manager available in Contact Center uses a new license key
structure. The License Manager license file replaces all the existing Symposium
keycodes. The License Manager offers flexible licensing options and supports
licensing of features at the node (Nodal License) or network (Corporate License)
level.
The license file provides a single point of administration for licensing and
includes multiple keycodes for Contact Center Manager Server, Contact Center
Manager Administration, Contact Center Multimedia, and Communication
Control Toolkit. This single file reduces the number of separate keycodes that
you must maintain. If you require additional features or if your requirements
change, you can upload a new license file, containing the new licensing
information, to the server and replace the existing licensing file.
You can find the license file in the D:\Nortel\lm\bin folder on the server. The
license file is called plservrc.
ATTENTION
A corporate license file can only be generated from the Nortel
server subnet Network Interface Card (NIC) MAC address.
The nodal license file can be generated from either the Nortel
server subnet NIC MAC address or the Communcation Server
1000/Meridian 1 PBX serial ID.
Corporate license file

A license key in the product name identifies the Corporate License. For
example, in LM_CCS300C, the last letter C indicates a Corporate License.
In Corporate Licensing mode you can use a secondary License Manager for
redundancy. Both the primary and secondary License Managers can use the
same license file.
58 Standby Server
Nodal license file

Nodal Licensing indicates that the licenses are distributed only to that node. You
cannot share licenses. A license key in the product name identifies the Nodal
License. For example, in LM_CCS300N, the last letter N indicates a Nodal
License.
Reading the license file

A license file contains a number of license keys. Each license key supports a
different license feature.
When a secondary License Manager is specified for a feature, two license keys
appear. Each license is keyed against the MAC address of the two License
Manager servers.
A license key consists of an encrypted license and a comment detailing the

components of the license.
Example
zELLH+XobsdLTU48vNDHy8/
NzBR0ZGxqyUCE8Omk49D7E3HpZ4ECA8eHIzqWcNN2ug5XGRuaGlpKSg
== # LM_CCS300C 6.0 00:11:25:3e:11:78 Identifier (1) 60 secs
The number sign (#) denotes a comment.
Component Description
LM_CCS300C Feature ID. The Corporate Networking package.
6.0 Release of the product.

00:11:25:3e:11:78 License identifier.
Identifier Information field.
(1) Number of licenses available.

60 secs Refresh rate. If the License Manager does not receive
a refresh message within this time, it releases this
license, and issues it to another client.

Viewing the license file configuration

Use this procedure to view the license file information, including which licenses
are validated in your contact center.
1 On the server where the License Manager is installed, from the Start
menu, click All Programs > Nortel Contact Center > License Manager >
Configuration.
Result: The License Manager Configuration dialog box appears. Use this
dialog box to verify the IP address of the License Manager files (primary
and secondary) and the License Manager port number.
60 Standby Server
2 Click View Licenses.

Result: The CCMS Package Features dialog box appears listing the
available licenses.
3 Click OK.
4 Click Cancel to exit the License Manager Configuration dialog box.
Interpreting the license file

Contact Center includes package, agent, and feature licensing.
Package licensing
The license file includes the following package types:
CCS200—The base package
(The Network-skilled Based Routing feature is not included in the base
package.) You must select this package for SIP installations.
CCS300—The networking package
CCS350—The Network Control Center package

These packages are available in both the Nodal Licensing (N) and Corporate
Licensing (C) modes.
Agent licenses
Agent licenses determine the number of agents that can log on to Contact
Center. Agent licenses are available for both Nodal and Corporate Licensing.
Licensing is available for the following types of agents:

voice agent
video agent (SIP only)
outbound agent
e-mail agent
Web communications agent
Feature licenses
The following feature licenses are available:
Open Queue (not supported co-resident with SIP)
Universal Networking (not supported co-resident with SIP)
Standby Server
Outbound (not supported co-resident with SIP)
Report Creation Wizard (supported with SIP)
Licensed features
This section describes some of the licensed features in Contact Center.
Open Queue
With Open Queue, you can queue voice and multimedia contacts in Contact
Center and then route the contacts to agents using the Contact Center Agent
Desktop. Configure Open Queue using the Contact Center Manager Server
Setup Configuration utility.
Universal Networking
Universal Networking is the networking between Communcation Server 1000/
Meridian 1 PBX systems and Communication Server 2x00/DMS systems.
62 Standby Server
Universal Networking refers to the following features:

Network Skill-based Routing between all switch types supported by
Contact Center
attached data transport during agent-initiated transfers or conferences when
under the control of the Communication Control Toolkit
Configure the Universal Networking feature using the Contact Center Manager
Server Setup Configuration utility.
Standby Server
Use the Standby Server feature to replicate a primary Contact Center Manager
Server database to a Standby Server.
Configure the Standby Server using the Contact Center Manager Server Setup
Configuration utility.
For more information, see the Nortel Contact Center Manager Server
Installation Guide and Maintenance Guide for the Standby Server.
Outbound
Only licensed users can access the Outbound Campaign Manager Tool using
Contact Center Manager Administration.
The Outbound Campaign Manager Tool is only compatible with Contact Center
Multimedia/Outbound.
For more information about the Outbound feature, see the Contact Center
Manager Administrator’s Guide.
Report Creation Wizard

Report Creation Wizard provides a simplified method to customize historical
reports within Contact Center.
Report Creation Wizard is a user-based license. License Manager controls the

maximum concurrent Report Creation Wizard users.
Contact Center Manager Administration includes a one-user license for the

Report Creation Wizard feature. You can order additional licenses in groups of 5
up to a maximum of 25 licenses (that is, 5, 10, 15, 20, or 25 licenses).

For more information about Report Creation Wizard, see the Contact Center
Manager Administration Installation and Maintenance Guide.
License identifiers
License identifiers connect a license file to a particular server or to a particular
installation. For example:
pT0z9b4z++unYkFAwIAZlJKQkVElvfG2lTzUsgCOqLtqtsbWmp6cHZ3dzc0=
# plicd 1.2 00:11:25:3e:11:78 (1) 360 secs
Communication Server 2x00/DMS server

The only identifier allowed for DMS installations is the MAC address for the
Standby Server running the License Manager.
The MAC address can be any MAC address of any of the network interface
cards (NIC); however, Nortel recommends that you use the Nortel server subnet
MAC address. If the MAC address does not match the MAC address in the
license file, the Contact Center License Service cannot start.
Communcation Server 1000/Meridian 1 PBX server

The serial ID of the Communication Server 1000 server (CS 1000) is the
identifier for Nodal Communcation Server 1000/Meridian 1 PBX installations.
You can also use the MAC addresses, but the license file is shipped with a serial
ID rather than the MAC address.
You must enter the serial ID correctly during the installation. If the serial ID
does not match the ID used to generate the license file, the Contact Center
License Manager Server cannot start.
ATTENTION
A corporate license file can only be generated from the Nortel
server subnet NIC MAC address. The nodal license file can be
generated from either the Nortel server subnet NIC MAC
address or the Communcation Server 1000/Meridian 1 PBX
serial ID.
64 Standby Server
Communication Control Toolkit server

If you plan to use the Communication Control Toolkit server as a standalone
server (without Contact Center Manager Server), the license identifier is the
MAC address of the server.
If you are using Communication Control Toolkit as part of the Contact Center
solution, use Contact Center Manager Server for the License Manager software.
The MAC address can be any MAC address of the NICs; however, Nortel
recommends that you use the Nortel server subnet MAC address. If the MAC
address does not match the MAC address in the license file, the Contact Center
License Service cannot start.
SIP server
The only identifier allowed for SIP installations is the MAC address of the
Standby Server running License Manager.
Mixed Corporate node

In all Corporate installations, even if all servers connect to a Communcation
Server 1000/Meridian 1 PBX, servers use the MAC address as the identifier.

Install License Manager
This section provides an overview of the three different kinds of License

Manager installations.
License Manager with Standby Server or Network Control Center

server
Use this installation of License Manager if you use the Standby Server database
to store the historical statistics for the maximum number of licenses that are
issued in an interval, day, week, and month.
Dedicated installation (without the database)

Use this installation if you are not installing Standby Server in the network.
When you choose the dedicated installation, no historical statistics are collected
concerning the license usage.
Dedicated installation (includes the database)

This option is not currently supported.
Installing the License Manager software

Nortel recommends that you install the License Manager on a server on which
you plan to install Contact Center Manager Server, or on a Network Control
Center server; however, you must install the Contact Center Manager Server
application before you install the License Manager.
66 Standby Server
1 Log on to the server as Administrator.
ATTENTION
Nortel recommends that you install License Manager on
the NCC server in a Corporate License environment, with
a secondary License Manager installed on another
Contact Center Manager Server.
2 Insert the Contact Center DVD into the DVD-ROM drive and wait for it to
start. If the DVD does not start, browse to the DVD and run setup.exe.
Result: The following window appears.

3 Select License Manager and click Install.

Result: The License Manager InstallShield Wizard window appears.
4 Click Next.
Result: The Custom Installation Information window appears.
68 Standby Server
5 Select the type of installation you require, and then click Next.
Result: The License File location window appears.
6 Click Browse.
7 Navigate to the license file and select it.
license file is named plservrc.

8 When the license file location appears in the box, click Next.
Result: The Ready to Install the Program window appears.
9 Click Begin.
Result: The Installing License Manager window appears showing the
progress of the installation. When the installation is complete, the
InstallShield Wizard Completed window appears.
10 Click Finish.
70 Standby Server
Installing service updates (SU) and service update supplements

(SUS)
Install the latest SU and SUS after you install the License Manager software.
The latest SU and SUS are not automatically picked up by the License Manager
installation. You can find the latest SU and SUS in the DTR document (DTR-
2005-0392-Global-Rev n).

Configure the License Manager
This section describes how to configure the licensing information for Contact
Center Manager Server after you install the License Manager software.
1 On Contact Center Manager Server, click Start > All Programs > Nortel
Contact Center > Manager Server > Server Setup Configuration.
2 Click the License Manager tab.
3 From the CCMS Package list, select the package and mode (Nodal or
Corporate Licensing).
CAUTION
Risk of malfunction
Make sure that you read the license file (provided by your
. ca
distributor) and that you know which CCMS package you require.
You cannot choose a different package after you configure
Standby Server. If you choose the wrong package, you must
reinstall Standby Server.
72 Standby Server
license file is called plservrc.
The options in the CCMS package list depend on your installation. Only
packages applicable to your installation choice appear in the list. For
example, if you install NCC, only CCS350 packages appear.
The options can include the following:
CCS200N
CCS200C
CCS300N
CCS300C
CCS350N
CCS350C
Result: After you select the package and mode, a list of the CCMS optional
packages appears with a list of extra features that you can select.
4 Select all of the optional features that you purchased.
5 Click View Features to review the features you select.
6 If you are connecting to a Communcation Server 1000/Meridian 1 PBX,
enter the serial number of the switch in the Serial Number field.
The serial number must match the serial number in the License file and the
switch serial number.
7 In the Primary License Manager IP box, type the IP address of the
Primary License Manager server.
If you selected the Nodal Licensing package in Step 1, the Contact Center
Manager Server Setup Configuration utility automatically populates the
Primary License Manager Server IP address because the License
Manager server and Contact Center Manager Server must be installed on
the same server. If you selected a Corporate Licensing package, you must
enter the IP address manually.
8 In the Port box, type the port number of the Primary License Manager.
The default port number is 3998. You must have 10 ports to configure
licensing on any server. These 10 port numbers are offset from the base
port number that is set during the License Manager configuration. The
range of ports is 3998 to 4007. If, for example, you want to change the port
number to 20000, the port range is 20000 to 20009.

9 If you have a Secondary License Manager, in the Secondary License

Manager IP box, type the IP address of the Secondary License Manager
server.
The Secondary License Manager is only available for Corporate Licensing.
The IP address of the Secondary License Manager cannot be the same as
the Primary License Manager.
ATTENTION
The IP addresses for the primary and secondary
License Manager must be on the same Nortel server
subnet and the Nortel server subnet must be at the top
of the binding order on the Contact Center Manager
Server and License Manager.
10 In the Port box, type the port number of the Secondary License Manager.
The default port number is 3998. You must have 10 ports to configure
licensing on any server. These 10 port numbers are offset from the base
port number that is set during the License Manager configuration. The
range of ports is 3998 to 4007.
Each application (Contact Center Manager Administration, Contact Center
Multimedia, and Communication Control Toolkit) requires the range of 10
ports.
11 Click OK.
74 Standby Server
Update the license file
You can use the License Manager Configuration window to locate (or change)
the license file and to change the default port number.
This section provides the steps to:

change the default License Manager port number
change the license file (for upgrading features or numbers of agents)
change from Nodal to Corporate Licensing
If you change the name or IP address of any server on which the License
Manager is installed, you must ensure that you update all of the other Contact
Center servers. For more information, see Appendix J, “Change the names or IP
addresses of servers.”
Starting the License Manager

From the Start menu, choose All Programs > Nortel Contact Center >
License Manager > Startup.
Shutting down the License Manager

From the Start menu, choose All Programs > Nortel Contact Center >
License Manager > Shutdown.
Changing the License Manager port number configuration

The License Manager uses port 3998 as the default port number. You can change
the default port number; for example, if the default port number is used by
another application or if a specific port number is required because of firewall
restrictions.
1 From the Start menu, choose All Programs > Nortel Contact Center >
License Manager > Configuration.
2 In the License Manager Port Number box, type the new port number.

3 Click OK.
Result: A dialog box appears with the following message: “You must restart
to commit any changes. Restart the License Manager now?”
4 Click Yes.
Result: A dialog box appears indicating that the “Service started
successfully”.
5 Click OK to close the dialog box.
Updating a new license file

Complete this procedure when you receive a new license file to activate the
license file.
ATTENTION
If you are using a secondary License Manager, perform this
procedure on both the primary and secondary License
Manager. There is only one license file and must be used
for both configurations.
You need to reboot the server on which the License Manager is installed if you
change the Licence File to add more features, such as Open Queue.
You do not need to reboot the server on which the License Manager is installed
if:
you use the licence file to change the number of agents allowed to log on
you install a patch that changes the Licence Manager executable file
76 Standby Server
Configuring the new license file

1 On the server where the License Manager is installed, click Start > All
Programs > Nortel Contact Center > License Manager > Configuration.
2 Click Browse.
Result: The Open dialog box appears.
3 Navigate the file system and locate the new license file.
4 Click Open.
Result: The path for the license file appears in the text box.
5 Click OK.

6 Click Yes to restart the License Manager Server service.

7 Click OK to close the window.
Changing from Nodal to Corporate licensing in a Network Skill Based

Routing (NSBR) environment
Use Corporate Licensing to distribute licenses to multiple servers from a single
license pool. You configure one active License Manager in any server network.
Contact Center 6.0 identifies this as the primary License Manager. You can also
configure a standby License Manager for redundancy in a Corporate License
environment. You configure this License Manager as the secondary License
Manager.
If you configure the server where the primary License Manager server is
installed on the Active Contact Center Manager Server, it does not guarantee
that this server is always active. If you want the primary License Manager on the
Active Contact Center Manager Server, you need to ensure the primary License
Manager server starts while the secondary License Manager is not running. The
primary License Manager does not assume active service when it is started.
For more information about the Active and Standby servers, see the Nortel
Contact Center Manager Server Installation and Maintenance Guide for the
Standby Server.
The following conditions apply to License Manager in a Corporate environment:

You must install License Manager on a Contact Center Manager Server or
NCC server.
You cannot configure a standby License Manager in a Nodal licensing
environment.
Do not use the standby License Manager for load balancing issues.
78 Standby Server
Corporate and Nodal License sites can exist in the same Contact Center
configuration and are supported by Nortel. This allows you to upgrade to
Corporate License Manager over several maintenance windows.
Default ports 3998 to 4007 need to pass through any firewall between nodes
and the Corporate License Manager site.
Changing from Nodal to Corporate licensing

1 Install License Manager, if it is not already installed.
If your License Manager is installed on the same server as Contact Center
Manager Server, shut down Contact Center Manager Server first. If you do
not, the Contact Center Manager Server services shut down due to a
refresh error.
Result: The License Manager Configuration dialog box appears.
3 Click Browse.

5 Click Open.
6 Click OK.


9 If you have a Secondary License Manager, complete the following steps. If
not, proceed to step 10.
a. Copy the new Corporate License file to the appropriate directory on the
Contact Center Manager Server serving as the host for the secondary
License Manager.
b. Shut down the Contact Center Manager Server services on the
secondary License Manager server. If you do not, the Contact Center
Manager Server services shut down due to a refresh error.
c. From the Start menu, choose All Programs > Nortel Contact Center
> License Manager > Configuration.
Result: The License Manager Configuration dialog box appears.
d. Click Browse.
e. Navigate the file system and locate the new license file.
f. Click Open.
80 Standby Server
g. Click OK.
h. Click Yes to restart the License Manager Server service.

i. Click OK to close the window.

10 Run the Server Setup Configuration utility on all Contact Center Manager
Servers.
a. From the Start menu, choose All Programs > Nortel Contact Center
> Manager Server > Server Setup Configuration.
Result: The following window appears. This window can remain open
for up to 30 seconds.
b. If you have a co-resident License Manager, an information box may

appear. If is does, click Continue.

Result: Server Setup Configuration utility initializes.

11 On the License Manager tab, change the package to the corporate
version. For example, if the current package is CCS300N, change to
CCS300C.
12 On the License Manager tab, enter the correct IP information for the
Primary and Secondary License Manager IP address.
13 Click OK.
Result: You are prompted to reboot the server.
14 Click Yes.
15 Update the license file on any additional Contact Center Manager Servers
in the NSBR environment.
a. Shut down the Contact Center Manager Server services on the
appropriate server. If you do not, the Contact Center Manager Server
services shut down due to a refresh error.
b. From the Start menu, choose All Programs > Nortel Contact Center
> License Manager > Shutdown.
c. From the Start menu, choose All Programs > Nortel Contact Center
> Manager Server > Server Setup Configuration.
d. On the License Manager tab, change the package to the corporate
version. For example, if the current package is CCS200N, change to
CCS200C.
e. On the License Manager tab, enter the correct IP information for the
Primary and Secondary License Manager IP address.
f. Click OK.
Result: You are prompted to reboot the server.
g. Click Yes.
82 Standby Server
Refreshing your server

If a new license file is configured and accepted by Contact Center Manager
Server, or you connect to a different License Manager server (that is, a new or
standby License Manager server), you must refresh your servers.
ATTENTION
Only the default administrator, Webadmin, can add, edit,
delete, and refresh servers in Contact Center Manager Server.
When you refresh a server, you refresh Contact Center
Manager Server data associated with that server in ADAM,
such as release number, feature list, and networking
information.
1 Log on to Contact Center Manager Administration.

a. Start Internet Explorer.
b. In the Address field, type the server name. For example, http://
<Contact Center Manager Administration server name>.
You must log on using the Contact Center Manager Administration
server name instead of the IP address, as the SOAP files are
configured to use the server name. You can save the Contact Center
Manager Administration server address by adding it to your list of
Internet Explorer Favorites.
c. Press Enter.
If you did not configure the Contact Center Manager Administration
server name as Trusted Site with the relevant ActiveX Download values
selected, the Trusted Sites Warning Message window appears. For
details about configuring the Contact Center Manager Administration
server name as a Trusted Site, see the Nortel Contact Center Manager
Administration Installation and Maintenance Guide.
If you did not install the client version of SOAP 3.0 on the PC, a warning
message appears, notifying you that you must install this software.
If you already configured the Contact Center Manager Administration
server name as a Trusted Site and also installed the client version of
SOAP 3.0 on the PC, the Standby Server main logon window appears.
d. Enter your Webadmin user ID and password in the boxes.

e. Click Login.
Result: The Contact Center Manager Administration main window
appears
2 Select Configuration.
3 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.
4 Click Yes.
Result: The system refreshes all servers in the system tree. A message
appears in the information bar at the bottom of the window which lists the
refreshed servers and the servers that did not refresh. An entry specifying
the refreshed servers also appears in the Audit Trail.
84 Standby Server
Uninstall License Manager
Use this procedure to uninstall the License Manager. The procedure consists of
several subprocedures:
Remove each SUS from last to first in Patch Manager.
Remove all SUs and SUSs in Patch Manager.
Remove License Manager in Add or Remove Programs.
ATTENTION
If License Manager is removed, all Contact Center servers
enter the license grace period. A new License Manager is
required for servers to continue to operate after the grace
period ends. Contact Nortel Technical Support for further
assistance.
Removing each SUS from last to first in Patch Manager

1 Log on to the server where the License Manager is installed as
Administrator.
Manager Server > Shutdown.
Result: The Contact Center - Manager Server Shutdown utility window
appears.

3 Click OK.
Result: The utility shuts down all services. The Service Status Log window
appears. This log displays any services that failed to shut down. Click
Recheck to refresh the service status.
If any services are still running:

a. From the Start menu, choose Control Panel > Administrative Tools
> Services to display the Services window.
b. Select any CCMS service with a status of Started.

c. Right-click and select Stop from the menu.
Result: The Status column is blank for this service.
86 Standby Server
d. Repeat steps b and c until all services are stopped.

Result: The Status column is blank for all services.
e. Close the Services window.
f. Click Recheck to update the status log.
4 After all Contact Center services on the Contact Center Manager Server
are shut down, click Accept on the Server Status Log window to exit the
utility.
5 Log on to the server where License Manager is installed as Administrator.
Removing SUs and SUSs in Patch Manager

License Manager > Patch Viewer.
Result: The Patch Manager for License Manager window appears,
displaying the installed SU and SUSs.
2 Select an SU or SUS and click Read Me.

Result: The Read Me file appears.
3 Read the file for special uninstallation instructions.
4 Close the Read Me file.

5 Click Uninstall Last to remove the last SU or SUS applied.

Attention: Uninstall SUs and SUSs in the order last to first.
Result: A caution window appears.
6 Click Yes to uninstall the patch.
Result: When uninstallation is complete, the Patch Manager License
Manager window appears.
7 Repeat steps 5, 6, and 6 until all SUs and SUSs are uninstalled.
8 Click Exit to close the Patch Manager License Manager window:
You must restart the system to ensure that all the changes take effect.
However, if you plan to perform a complete uninstallation, you do not have
to restart the system.
Remove License Manager

1 From the Start menu, choose Control Panel > Add or Remove
Programs.
Result: The Add or Remove Programs dialog box appears.
2 Select License Manager.
3 Click Remove.
Result: A window appears prompting you to confirm the Remove action.
4 Click Yes.
Result: The License Manager window appears, displaying the progress of
the uninstallation.
When the uninstallation is complete, the Add or Remove Programs window
reappears. This can take a few seconds.
5 Verify that License Manager does not appear in this window.
6 Close all open windows, and then restart the server.
Result: The software is uninstalled.
88 Standby Server
Licensing grace period
In the event of a communication error between the Contact Center Manager

Server and the License Manager, normal operation of the Contact Center
Manager Server runs for the duration of the grace period.
The grace period duration is equal to 10 days and is accumulative over the
lifetime of the product. On the first occurrence of a communication problem
between the Contact Center Manager Server and the License Manager, 10 days
are available for the Contact Center Manager Server to continue normal
operation. If the problem is resolved in two days, on the next occurrence of a
communication problem, eight days are available to fix the problem.
If, at any stage, the grace period expires, Contact Center Manager Server shuts
down and locked. You cannot restart Contact Center Manager Server without
resetting the grace period.
You can reset the grace period to 10 days at any time. When a communication
error is detected, an event is fired to the Server Utility detailing that an error
occurred, the time already elapsed in the Grace Period, and a lock code that you
must return to Nortel to reset the grace period.
Resetting the Grace Period

1 From the Event Viewer, make a copy of the lock code and send this code
to Nortel Support.
Result: Nortel Support provides you with another code that you must apply
to the Contact Center Manager Server.

2 Launch the Nortel Contact Center License Grace Period Reset application
to apply the new unlock code.
3 Enter the unlock code you received from Nortel Support.

4 Click Apply.
5 Click Exit.
6 Restart the Contact Center Manager Server application.
Note: For Contact Center Manager Server, you must apply separate unlock
codes for the CCMS Control Service and the ASM Service. Repeat steps 1
to 6 for both services.
90 Standby Server
Within the grace period, you have the same capabilities as if you were the only
client of the License Manager. You can request the maximum licenses that are
available from the License Manager. When communication is reestablished, the
licenses are acquired automatically from the License Manager (if they are
available).
When a licensing error is detected, you must check that the License Manager
service is running, and verify the status of the License Manager server and
network communications. During the grace period, alarms are sent every 6 hours
notifying the time elapsed in the grace period.
If you reestablish communications during the grace period, notification is sent to

the Windows Event Log on the server and the Alarm Monitor. The Alarm
Monitor lists an alarm every 6 hours notifying the time elapsed in the grace
period.
During the grace period, you can shut down, start up, or restart Contact Center
Manager Server without affecting the operation of Contact Center Manager
Server.
Emergency license files

If you cannot fix the connection between the License Manager and Contact
Center Manager Server within the 10-day grace period, contact your Nortel
customer service representative to determine if you need to activate an
emergency license file on your system.
The emergency license file expires after 30 days and is used only to ensure
operation of the Contact Center Manager Server on a temporary basis.
You must install the emergency license file through the License Manager
Configuration tool. If you are using corporate licensing, you may need to change
the Contact Center Manager Server configuration in cases where the License
Manager is installed on a different server than it was previously.
Updating the license file

If you want to upgrade any Contact Center Manager Server, you must update
your license file.

2 Click Browse.

4 Click Open.
5 Click OK.

92 Standby Server

License Manager statistics
Historical reporting data is produced by the License Manager to support the

analysis and management of concurrent license usage in the network. Historical
data is available in 15-minute intervals on a daily, weekly, or monthly basis.
License utilization is reported on a client basis, with the IP address of the client
used to denote individual clients.
The License Manager reports the following statistics:

Timestamp—The time the data is written to the database.
IP Address—The IP address of the Contact Center Manager Server,
Contact Center Manager Administration, Contact Center Multimedia, and
Communication Control Toolkit.
License identifier—The name of the license.
Maximum allocation during interval—The maximum number of licenses
allocated to the server during the 15-minute interval.
If an interval has 10 licenses issued for a feature, then 10 is written to the

database table. If another 5 licenses are issued in the next interval, then 15 is
written to the database table. However, at the end of the interval, if only 14
licenses were issued, but 15 were issued at some stage during the interval, then a
value of 15 is written to the database.
The data is written to the database on the server on which you installed the
License Manager for each 15-minute interval. These statistics are consolidated
daily, weekly, and monthly.
The License Manager reports any errors in writing data to the database.
The data is stored on a site-by-site basis where the site identifier is the IP address
of the server.
A report template is available to generate reports using this statistical

information. The data is available from the following database views:
iLicenseStat—interval statistics
dLicenseStat—daily statistics
94 Standby Server
wLicenseStat—weekly statistics
mLicenseStat—monthly statistics
Real-time statistics
The plicmon.exe utility monitors the licenses issued by the active License
Manager. When you run this utility, it takes a snapshot of the licenses issued.

Other licensing
This section provides information about other licensing that is used in Contact
Center.
Media Application Server (MAS) licensing

The MAS license resides on the server on which you plan to install MAS and is
specific to the SIP Contact Center application that resides on the server. Install
this license using the MAS console window. For more information, see the
Nortel MAS Installation and Maintenance Guide.
You can configure the following licenses for MAS:

Advanced SIP Contact Center Service (per port)—Voice Conversation
space, observe, barge-in; Announcements, Tones, and Give RAN/MOH.
Premium SIP Contact Center Service (per port)—Voice Conversation
space, observe, barge-in; Announcements service - Tones, Give RAN/
MOH; Dialog service/Give IVR - advanced treatments including play
prompts, collect digits, Web page push, canned applications like EWT/PIQ,
send IM, and VXML invocation.
SIP Video Contact Center Service (On/off)—Enables video agents and
video streaming treatments.
SIP Contact Center Services CD—Media for installing services on the
MAS.
The SIP-enabled Contact Center MAS software is the only component that is
ordered separately from the other Contact Center components.
96 Standby Server
Par t 2
Install the server software

Standard 10.12

Chapter 4
Install the Active Server software
In this chapter
Overview 100
Section B: Installation 125

Install the Active Server software Standard 10.12
Overview
This chapter describes how to install the Contact Center Manager Server
software, License Manager software, and the Server Utility software.
ATTENTION
Do not perform unsupervised maintenance on the Contact
Center Manager Server (Active or Standby). Nortel
recommends that the Contact Center Manager Server
administrator supervise all maintenance activities on the
server.
Assumptions
The information in this chapter is based on the following assumptions:
The hardware platform, Windows Server 2003, is configured for use with
the Contact Center Manager Server software. For more information, see the
Nortel Contact Center Manager Server Technical Requirements and
Operating System Configuration Guide.
The switch is installed, operational, and configured for use with the Contact
Center Manager Server software.
The Nortel server subnet and the ELAN subnet (optional) are installed and
operational.
The server is setup as a standalone server. Co-residency is not supported in
Contact Center Standby Server. You cannot install a Standby Server for an
Active Server containing Contact Center Manager Server and Contact
Center Manager Administration or Communication Control Toolkit.

January 2008 Install the Active Server software
Methods of server installation

How you install the server software depends upon the environment in which you
are working, as described in the following table.
Method Requirements
Run the installation program DVD drive

from the Contact Center DVD-
ROM. Use the DVD-ROM drive
that is part of the hardware
platform.
Run the installation program The remote PC is running Windows 2000 Server or
from a remote DVD-ROM drive Professional, Windows Server 2003 Enterprise or
that is accessible over the LAN. Standard, or Windows XP Professional.
Nortel does not recommend this The path name of the drive that contains the DVD
method, as network traffic can cannot contain spaces or underscores and must be a
interfere with proper installation. mapped drive using a drive letter, for example, Z:\.
Run the installation program A copy of the DVD on a remote hard disk (accessible
from a remote hard disk copy of over the LAN from the Contact Center Manager
the installation DVD. Server).
Nortel does not recommend this The path name of the directory that contains the copy
method, as network traffic can of the DVD cannot contain spaces or underscores and
interfere with proper installation. must be a mapped drive using a drive letter, for
example, Z:\CCM\R6.
Timing
The following installation times provide guidance on the time required for
software installation:
preinstallation (including operating system installation and configuration):
3.5 hours
installing the server software: 30 minutes
postinstallation tasks: 1 hour

These times can vary depending on the server, network infrastructure, and your
confidence level with the software. The proceeding installation times were
obtained on servers with the following specifications:
CPU: Intel Xeon 3GHz
RAM: 1.0 GB
Hard drive: 80GB 7200 RPM SATA with no RAID configuration
DVD drive: Internal IDE 8X DVD-ROM
Event logging
The SysOps Event log (D:\sysops.log) tracks events associated with any
installation, reinstallation, upgrade, or uninstallation operation. It also tracks any
fatal errors that interrupt these operations. Use any text editor (for example,
Notepad) to view the SysOps log.
What you need

The following checklist describes the software and equipment you need to install
Qty Description ✔
1 Contact Center DVD-ROM
1 License file. This file governs the software features you install.
Ensure that you have a copy of the license file on your server.
1 Windows Server 2003 CD-ROM.

Section A: Preinstallation
In this section
Step 1. Read the relevant documentation to perform a new installation 104
Step 2. Record and check for required installation information 105
Step 3. Install pcAnywhere 11.5 111
Step 4. Copy the latest Service Update to the server 123

Step 1. Read the relevant documentation to

perform a new installation
Perform the following tasks:

Read this chapter to understand the steps involved in a new installation.
Check for any updated customer documentation on the Nortel Web site
(www.nortel.com).
ATTENTION
Before you install the Contact Center Standby Server
software, you must read the Nortel Contact Center
Manager Server Technical Requirements and Operating
System Configuration Guide.
Complete the Nortel Contact Center Installer’s Roadmap on the Partner

Information Center Web site (www.nortel.com/pic).
Read the Contact Center Manager Planning and Engineering Guide. This
guide provides information about the server specifications for the Active
and Standby Contact Center Manager Servers and the Replication
Server.
Read the readme files for each application and patch you plan to install.
You can find the readme files for the applications on the DVD in the various
application folders. For example, E:\CCMS contains the readme file for
Contact Center Manager Server and E:\CCMSU contains the readme file
for the Server Utility.

Step 2. Record and check for required

installation information
Use the following checklist to record information required for your Contact
Center Manager Server installation. Ensure that you refer to this checklist for
specific information during the installation. You must also complete the Nortel
Contact Center Installer’s Roadmap on the Partner Information Center Web site
Step Details ✔
1 Record the server You can refer to the following information when you
computer and install Windows Server 2003:
operating system.
Windows Server 2003 licence key
__________________
Computer name ___________________________
6–15 characters in length
First character must be alphabetical
Allowed: letters and numbers
Not allowed: spaces, hyphens, and underscores
Administrator password _____________________
Workgroup or domain name__________________
Type of modem for the server_________________

Step Details ✔
2 Record switch Communcation Server 1000/Meridian 1 PBX

information.
Switch name _____________________________
Note: The switch name does not need to match the
CS 1000/Meridian 1 host name. Record it here for
reference only.
Switch customer number ____________________
Switch subnet primary IP address (for example,
192.168.100.50) _________________________
Switch subnet secondary IP address (for example,
192.168.100.60) _________________________
Notes:
Switches with two processors require two IP
addresses. Use the switch primary address for the
primary CPU (core 0), and use the secondary
address for the redundant CPU (core 1). For small
switches, such as a Meridian 1 PBX 11C - Cabinet,
you need only the primary address.

Step Details ✔
Ensure that the switch host name, IP name, and net

mask are the same as those that appear by the
STAT ELNK command in LD 137. Ensure that the
switch serial number matches the serial number
delivered with the license file.
Communication Server 2x00/DMS switch
information
Switch name _____________________________
Switch IP address (for example, 47.9.43.244)
_______________________________________
IP addresses for routers on the ICM connection
between the switch and ELAN subnet
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
Remote host IP address (optional)
___________________________________________

Step Details ✔
3 Record the Nortel Record the IP addresses for both Nortel server subnet
server subnet and and ELAN subnet connections. The customer’s LAN
ELAN subnet IP administrator is the source for IP addresses, subnet
information. masks, and gateways.
Note: Nortel server subnet and ELAN subnet
addresses must be unique.
Nortel server subnet server
IP address _______________________________
Subnet mask ______________________________
Gateway, description, or name ________________
________________________________________
Nortel server subnet router/gateway IP address
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP address _______________________________
Subnet mask ______________________________
__________________________________________
ELAN subnet router/gateway IP address
IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔
4 Record the RAS RAS

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
5 Record the voice Voice connection type (Meridian Mail or Call
services information. Pilot) ___________________
Call Pilot server IP address___________________
Call Pilot server port_______________________
6 Record the IP address _______________________________
Replication Server
Replication Server name_____________________
information.
7 Record the site Site name __________________________________

information.
Note: For Communcation Server 1000/Meridian 1
PBX switches with the Network Skill-Based
Routing feature, the Network Control Center site
name is automatically propagated to servers.
(Networking option only) IP address of RSM server
__________________________________________
New password for NGenDesign account
(a user account for Nortel support). For security
reasons, do not record the password here.
New password for NGenDist account
(a user account for distributors to provide support).
For security reasons, do not record the password
here.
Modem phone number for the server (for dial-up
connections from the client PC) _________________
__________________________________________

Step Details ✔
8 Check for equipment List the unique names and IP addresses for all
and data required for equipment on both the ELAN subnet and Nortel
the server server subnet.
installation.

Step 3. Install pcAnywhere 11.5
Only one licensed copy of pcAnywhere 11.5 for host computers is provided on
the Contact Center DVD. This software license provides permission for you to
configure the server as the host computer in remote control sessions (that is, the
computer to which remote computers connect).
You must install pcAnywhere on the server on which you install Contact Center
Manager Server to support the following four remote technical support options:
modem connected directly to the Contact Center Manager Server on the
serial port COM1
modem connected directly to the Contact Center Manager Server on a USB
port
modem connected to a VPN
Internet connected to a VPN
For more information about setting up remote support with a VPN, see the
Contact Center Manager Planning and Engineering Guide.
Information required during installation

During installation the following installer information is required:
User name
Organization
Destination directory Nortel recommends that you install in the default

directory
(C:\Program Files\Symantec\pcAnywhere)
pcAnywhere LiveUpdate
Nortel recommends that you use another computer to periodically check the
Symantec Web site for changes and updates. If there are changes, download the
changes and transfer them to the Contact Center Manager Server.

Installing pcAnywhere Host Only

2 Navigate to the pcAnywhere folder on the Contact Center Release 6.0 DVD.
3 Double-click NTJK08BA-02 -Host Only.exe.
4 Wait for the Welcome window to appear.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This can take a few moments.
5 Click Next.
Result: The License Agreement window appears.
6 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
7 Enter your user name and company details, and then click Next.
Result: The Destination Folder window appears.
8 Accept the default location to install the software, or click Change to
choose a custom location. If you click Change, type the location in which
you want to install pcAnywhere, and then click OK.
9 Click Next.
10 Click Install.
Result: The program installs any updates.
11 Click Finish when the installation is complete.

Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as Administrator.
2 From the Start menu, choose Programs > Symantec pcAnywhere.
Note: If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when you are asked to confirm.
ATTENTION
If the following message appears, it indicates that your video
driver is incompatible with pcAnywhere: pcAnywhere
detected and fixed a display driver problem.
Please restart your computer to allow the
change to take effect. In this case, you must uninstall
pcAnywhere, update your video driver, and then reinstall
pcAnywhere.
Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.
Configure pcAnywhere user access rights

This section describes how to configure pcAnywhere to accept remote
connections. When you first receive your server, pcAnywhere can already be
configured. If so, go through the following procedures to ensure that the
network properties and remote caller settings are correct.
Configuration of pcAnywhere sets up a secure caller account to access the

server. You can add a caller account for each remote PC. These caller accounts
restrict the use of pcAnywhere to appropriate users (for example, Nortel support
personnel and distributors).
If, during the pcAnywhere configuration, a message indicates that you do not
have the rights to modify a setting or to create a new caller, follow this procedure
to change the Windows User access rights for pcAnywhere files.

Configuring pcAnywhere user access rights

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.
d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to the following folder:
C:\Documents and Settings\All Users\Application
Data\Symantec\pcAnywhere
3 Right-click the pcAnywhere folder icon, and click Properties.
Result: The pcAnywhere Properties window appears.
4 Click the Security tab.
5 In the Group or user names box, select Administrators.

6 To grant administrators full access to the pcAnywhere folder, in the

Permissions box, ensure that Allow, beside Full Control, is selected.
7 Click OK to save your changes and close the Properties window.
Configuring pcAnywhere as a host

Note: If the system asks you to register pcAnywhere, click Skip, and
3 On the pcAnywhere Manager (left side), select the Hosts option.
4 Click the File menu, and choose New > Item > Advanced.
Note: Do not use the Wizard option.
Result: The Host Properties: New Host window appears.
5 On the Connection Info page, select the TCP/IP check box.

6 Click the Settings tab.
7 In the Host startup section, select Launch with Windows and Run
minimized.

8 Click the Callers tab.
9 Click the New Item icon ( ).

Result: The Call Properties: New Caller window appears.

10 In the Login name box, type a name for the caller account. You can choose
any name, or use a name that is familiar to you, such as NGenDist.
11 In the Password box, type the password for the caller account.
12 In the Confirm password box, type the same password again.
13 Click the Privileges tab.
14 Select the Superuser option.

15 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its logon ID.
16 Click the Security Options tab.

17 Ensure that the settings are as shown in the following example.
18 Click the Conference tab.

19 Select Enable conferencing and Obtain IP address automatically, as

shown in the following example.
Note: If you find that your connection to a conferencing session times out
when you try to log on, you must change the Allow conference over value to
a number greater than 0.
20 Click the Protect Item tab if you want to protect the settings for this caller
account by assigning a password to control access to the settings. If you do
not want to assign a password, skip to step 23 on page 121.
21 In the Password box, type the password you want to use to protect the
caller account settings.
22 In the Confirm password box, type the password again.
ATTENTION
If you select the Required option to modify properties, you
must type the password each time you change a setting.
Record the password and keep a copy of it in a safe place. If
you forget the password, you cannot change settings.
23 Click OK to apply all pcAnywhere host PC settings.

Result: The Host List window appears.

24 Enter an appropriate name for the host that you just set up.
25 Click File > Exit to close the pcAnywhere Manager window.

Step 4. Copy the latest Service Update to the

server
Before you install the Contact Center Standby Server software, copy the latest
Service Update (SU) and Service Update Supplement (SUS) to the root of drive
D on the Active Server.
ATTENTION
The installation program automatically installs the SU
and SUS for Contact Center Manager Server located at
the root of drive D during installation of the Contact
The Contact Center DVD contains an SU shipped with your software. You must
check for a more recent SU on the Enterprise Solutions PEP Library Web site at
www.nortel.com/espl. If the Web site contains a more recent SU, copy it to the
drive D on the server.
Copying the Service Update to the server

1 Insert the Contact Center DVD into the DVD-ROM drive.
Note: If you are installing from a remote DVD or a network shared drive,
map the DVD to a drive letter on the server. The path name of the drive or
directory that contains the copy of the DVD cannot contain spaces or
underscores.
2 Navigate to the Supplementary SU folder on the DVD (for example,
CCMS_6.0_SU_92.msi), and copy the SU and the corresponding readme
file to the root of the server drive D.
What is next
The preinstallation tasks are complete. Proceed to Section B: “Installation,” on
page 125 to install the Contact Center Manager Server software.


Section B: Installation
In this section
Step 5. Install the Active Server software 126
Step 6. Configure your CCMS settings after the installation (optional) 152
Step 7. Install the License Manager 172
Step 8. Install the Server Utility 176

Step 5. Install the Active Server software
Follow the procedures in this section to install the Active Server software.
Installing the Active Contact Center Manager Server software

2 Insert the Contact Center DVD into the DVD-ROM drive and wait for it to
start. If the DVD does not start, browse to the DVD and run setup.exe.
Result: The Nortel Contact Center main menu appears.
3 Select Contact Center Manager Server.

4 Click Install.
Result: The INSTALLATION ORDER window appears.
Note: If you choose to install one application or component, the
INSTALLATION ORDER window does not appear; instead, the Contact
Center Manager Server - InstallShield Wizard window appears.
5 Click Start.
Result: The Contact Center Manager Server - InstallShield Wizard window
appears.

6 Click Next.
7 In the Server Type section, select Standalone.

8 In the Installation Type section, leave the selection as New Installation,

and click Next.
Result: The Service Update Information window appears, and the
preinstallation checker starts. The Pre-Install Check window appears.
9 Review the tab pages to determine potential installation problems. Correct

all installation problems. If you make any changes to your configuration, you
must click Refresh to rerun the preinstallation checker.

10 After you resolve any potential problems, click OK.

Result: The Contact Center Manager Server configuration window
appears.
11 Perform one of the following tasks:

If you want to enter all of the configuration data before you install the
software, select Enter configuration data now to complete CCMS
configuration automatically, and click Next.

If you want to enter the configuration data after the installation, select
Enter configuration data when CCMS configuration is run at end of
installation. Click Next and skip to step 40 on page 145.
12 In the Customer Name box, type the name of the customer.

13 In the Company Name box, type the name of the company.

14 Click Next.
Result: The Switch Type window appears.

15 Select the appropriate switch type, and click Next.

Result: The License Manager Package Configuration window appears.
CAUTION
Risk of malfunction
Ensure that you read the license file (provided by your distributor)
. ca
and that you know which Contact Center Manager Server package
you require. You cannot choose a different package after you
configure Standby Server. If you choose the wrong package, you
must reinstall Standby Server.
16 In the Serial Number box, type the serial number for the switch (for
Communication Server 1000/Meridian 1 PBX only).
Note: You can find the license file in the D:\Nortel\lm\bin folder on the
server. The license file is called plservrc.
17 Select the Contact Center Manager Server optional packages you require
in addition to Standby Server:
Universal Networking—Allows you to use Network Skill-Based Routing
to route voice and multimedia contacts between networked sites in a
mixed switch environment.

Open Queue—Allows Contact Center Multimedia to route multimedia

contacts to agents using the existing scripting and skillset routing
features available for calls.
18 Ensure that you select the Standby Server option. This allows the
secondary server (Standby Server) to run your contact center if the primary
server (Active Server) fails.
19 In the Primary License Manager IP box, type the IP address for the server
on which you plan to install the License Manager.
Note: If the License Manager resides on the Contact Center Manager
Server, type the IP address for the Contact Center Manager Server.
20 In the Port box, confirm the port number. The default port is 3998.
Note: You can change the primary License Manager IP address when the
installation is complete.
21 In the Secondary License Manager IP box, type the secondary License
Manager IP address (corporate only).
Note: You can change the secondary License Manager IP address after
you install Standby Server.
22 In the Port box, confirm the port number (corporate only). The default port
is 3998.

23 Click View Features to display package features.

Result: The CCMS Package Features window appears.
24 Check that the features that appear in the CCMS Package Features list
match the product that you purchased, and then perform one of the
following tasks:
If the information is not correct, verify that you selected the correct
package. Click OK, and then select the correct package.
If the information is correct, click OK to close the window.

25 Click Next.
Result: The Local Area Network IP window appears.
26 From the IP Address list, choose the IP address for the Nortel server
subnet.
Note: If you are using two network interface cards, select the ELAN subnet
check box, and then from the IP Address list, choose the IP address for the
ELAN subnet.
27 Click Next.
28 Perform one of the following tasks depending on which switch you chose in
step 15 on page 133:
“Option One (CS 1000)” on page 136
“Option Two (CS 2x00)” on page 138
Option One (CS 1000)

If you selected CS 1000 (M1), the following window appears.
If you selected CS 2x00 (DMS/SL-100), continue with “Option Two (CS
2x00)” on page 138.

a. In the Switch Name box, type the name of the switch.

Valid characters for switch names are A–Z, a–z, 0–9, underscore (_),
and period (.). Switch names must begin with an alphabetical character
and cannot contain spaces. The last character must not be an
underscore or a period. Switch names must not exceed 80 characters
in length.
Note: If you are unsure of the correct information, or if you make a
mistake, you can change the switch information after you finish the
installation.
b. In the Switch IP Address box, type the IP address for the switch.
c. In the Switch Customer Number box, type the customer number for
the switch.
d. Click Next.

Option Two (CS 2x00)

If you select CS 2x00 (DMS/SL-100), the following window appears.
If you selected CS 1000 (M1), see “Option One (CS 1000)” on page
136.

in length.
installation.
c. In the Network Node box, type the network node information.
d. In the Service ID box, type the service ID information.
e. In the Application ID box, type the identifier for the application.
f. In the Service Version box, type the SCAI protocol that you plan to use
as defined by the application.
g. In the Business Group box, type the name of the business group.

h. In the Linkset Name box, type the name for the Contact Center
Manager Server as it is known to the switch (uppercase only). The
linkset name creates a logical pathway to the server on the Ethernet
Interface Unit (EIU).
i. In the Password box, type the password for the switch.
j. Click Next.
Result: One of the following results occurs:
If you are using a Communication Server 1000/Meridian 1 PBX switch,
the Voice Services window appears.
If you are using a Communication Server 2x00/DMS switch, the Voice
Services window does not appear. Proceed to step 30 on page 141.


If you are not using an integrated voice-processing system (Meridian
Mail or CallPilot), for Voice Connection Type, select Serial, and click
Next.
Note: If your computer is not configured with COM2, for Voice
Connection Type, select TCP, type a dummy IP address and port
number, and click Next.
If you are using Meridian Mail as your voice-processing system, for
Voice Connection Type, select Serial, and click Next.
If you are using CallPilot, for Voice Connection Type, select TCP, specify
the ELAN subnet IP address of the CallPilot server, and set the CallPilot
Server Port to 10008. Click Next.
Note: Although you can install Contact Center Manager Server on a server
without a COM 2 serial port, the hard-coded dependency in the Media
Application Server (MAS) Access Link service can cause the Access Link
Handler to restart constantly if you do not configure the COM2 port. For a
Contact Center Manager Server that does not require the Access Link
connection to Meridian Mail, type a dummy IP address and port number in
the Voice Connection Type.
Result: The RSM IP Address window appears.

30 In the RSM IP Address box, type the Real-time Statistics Multicase (RSM)
IP address that you want to associate with sending real-time statistical
data.
ATTENTION
The IP multicast addresses that you select for RSM sending
and receiving must be within the 224.0.1.0 and
239.255.255.255 range. The default is 230.0.0.1. Check with
your network administrator for acceptable IP multicast
addresses for your specific network.
Note: Do not confuse the RSM IP address with the Nortel server subnet or
ELAN subnet addresses for the server.
31 Click Next.
Result: If you selected the Standby Server package, the Database
Replication window appears.
32 For Warm Standby type, select Active.

33 Enter the details for your Replication Server, and click Next.
Result: The CCT Server window appears.
34 Click Next.

35 Wait for the Site Name window to appear.

Result: The Site Name window appears.
36 In the Site Name box, type the site name for the server.
Note: The site name must not contain spaces or nonalphabetical
characters except for hyphens (-) and underscores (_). The first character
must be a letter. The site name must be unique and can consist of 6 to 15
characters.
37 Click Finish.
Result: The Information window appears.

38 Click Continue.
Result: The Nortel Contact Center Management Server Setup
Configuration Utility window appears.

39 Review the tabs and make any necessary changes, and click OK.
40 Click Begin.
Result: The Installing Contact Center Manager Server window appears.
After a few seconds, the Sybase installation window appears. The system
copies the Sybase software files to the server. After 3 to 5 minutes, the
system restarts and the Sybase installation window appears.
Stage 1 window

The installation of the Sybase software and the Contact Center Manager
Server software continues. The system windows appear showing the
different stages (Stage 1 to 5) of the installation. During Sybase installation,
the server restarts.
Note: If you are prompted to click Continue to complete the installation, do
this now. You have to click Continue several times.
41 Log on as Administrator.
Result: The installation of the Sybase software and the Contact Center
Manager Server software continues.
Note: You do not require Terminal Services on the server; however, if you
installed Terminal Services on the server, you must click Continue to
continue with installing the database.
Stage 2 window
Stage 3 window

Stage 4 window
The system copies files to drive D and installs the Service Updates.
Stage 5 window (This stage has six parts during which the database is
created.)

If you did not type your server requirements before the installation, skip
to Step 6. “Configure your CCMS settings after the installation
(optional)” on page 152.
If you did type your server requirements before the installation, continue
with step 43.

43 Wait for the installation to complete.

The Server Configuration Utility window appears.

This utility completes the Contact Center Manager Server installation.
The Nortel Contact Center - Manager installation success window appears.
44 Click OK.
Result: The Nortel Contact Center - Manager Platform Recovery Disk
window appears.

45 Click Cancel. You can create the Platform Recovery Disk and backup the
database after you install the remaining components on the server (when
you complete the postinstallation tasks).
Result: The InstallShield Wizard Completed for Contact Center Manager
Server (CCMS) window appears.
46 Click Finish when the button becomes active.


47 Click No. You can restart the server after you install the remaining
components.

If you plan to install License Manager now, click Continue. Proceed to
Step 7. “Install the License Manager” on page 172.
If you do not plan to install any other Nortel Contact Center components
on this server, click Cancel. Proceed to Step 8. “Install the Server
Utility” on page 176.

Step 6. Configure your CCMS settings after

the installation (optional)
Complete the procedure in this section if you chose to configure Standby Server
after you install the software. This procedure is a continuation from step 42 on
page 147. If you chose to configure Standby Server during the installation, you
can skip this step.
Configuring your CCMS settings after installation

1 Wait for the Customer Information window to appear.
2 In the Customer Name box, type the name of the customer.

3 In the Company Name box, type the name of the company.

4 Click Next.

5 Select the appropriate switch type, and click Next.

CAUTION
Risk of malfunction
Ensure that you read the license file (provided by your distributor)
. ca
and that you know which Contact Center Manager Server package
you require. You cannot choose a different package after you
configure Standby Server. If you choose the wrong package, you
must reinstall Standby Server.
7 Select the Contact Center Manager Server optional packages you require
in addition to Standby Server:
Universal Networking—Allows you to use Network Skill-Based Routing
to route voice and multimedia contacts between networked sites in a
mixed switch environment.

Open Queue—Allows Contact Center Multimedia to route multimedia

contacts to agents using the existing scripting and skillset routing
features available for calls.
8 Ensure that you select the Standby Server option. This allows the
secondary server (Standby Server) to run your contact center if the primary
server (Active Server) fails.
Note: If the License Manager resides on Contact Center Manager Server,
type the IP address for the Contact Center Manager Server.
Note: You can change the primary License Manager IP address when the
11 In the Secondary License Manager IP box, type the secondary License
Note: You can change the secondary License Manager IP address after
you install Standby Server.
is 3998.


Result: The CCMS Package Features window appears.
following tasks:

15 Click Next.
subnet.
ELAN subnet.
17 Click Next.
step 16 on page 157:

2x00)” on page 159.


in length.
installation.
the switch.
d. Click Next.


157.

in length.
installation.

j. Click Next.


Next.

20 In the RSM IP Address box, type the Real-time Statistics Multicase (RSM)
data.
ATTENTION
21 Click Next.
Result: If you selected the Standby Server package, the Database
Replication window appears.
22 For Warm Standby type, select Active.

23 Enter the details for your Replication Server, and click Next.
24 Click Next.

Note: The site name must not contain spaces or nonalphabetical
characters except for hyphens (-) and underscores (_). The first character
must be a letter. The site name must be unique and can consist of 6 to 15
characters.
27 Click Finish.
28 Click Continue.

30 Click Begin.
Stage 1 window

Stage 2 window
Stage 3 window

Stage 4 window
Stage 5 window (This stage has six parts during which the database is
created.)

32 Wait for the installation to complete.

The Server Configuration Utility window appears.

33 Click OK.
window appears.



components.

on this server, click Cancel. Proceed to Step 8. “Install the Server

Step 7. Install the License Manager
This procedure is a continuation from Step 5. “Install the Active Server

software” on page 126.
Installing the License Manager

1 On the INSTALLATION ORDER window, click Start.

2 Click Next.
3 Select the type of installation you require, and click Next.


4 Locate the license file, and click Next.

5 Click Begin.
Result: The Installing License Manager window appears.

The InstallShield Wizard Completed window appears.
6 Click Finish.
If you plan to install the Server Utility on the same server on which you
installed the Active Server, continue with Step 8. “Install the Server
on this server, continue with Step 8. “Install the Server Utility” on page
176.

Step 8. Install the Server Utility
This procedure is a continuation from Step 7. “Install the License Manager” on

page 172.
Installing the Server Utility software

2 Insert the Contact Center 6.0 DVD into the DVD-ROM drive and wait for it to
autorun. If the DVD does not autorun, then browse to the DVD and run
setup.exe.
Result: The following dialog box appears.

3 Select Server Utility, and then click Next.

Result: The Windows Installer window appears, and then the Server Utility
- InstallShield Wizard window appears.
4 Click Next.
5 In the User Name box, enter your user name.

6 In the Organization box, enter the name of your organization.

7 Click Next.
8 Verify the destination folder, and then click Next.

Result: The following dialog box appears, prompting you to begin the
installation.

9 Click Install.
Result: The following dialog box appears, displaying the installation
progress.
Result: When installation is complete the InstallShield Wizard Completed

window appears.
10 Click Finish.

11 Click Finish.
Result: The installation is complete.The Server Utility is installed.

Section C: Postinstallation
In this section
Step 9. Install required CCMS Service Updates 182
Step 10. Change the NGenDist, NGenDesign, and NGenSys passwords 186
Step 11. Configure the NGen user groups for remote access (optional) 190
Step 12. Add NGen names to pcAnywhere 192
Step 13. Accept the license agreement 195
Step 14. Activate the Master Script 197
Step 15. Verify the success of the installation 198
Step 16. Add the server to a domain (optional) 199
Step 17. Create a Platform Recovery Disk 209
Step 18. Install and configure Real-time Statistics Multicast 213
Step 19. Install LinkPlexer 225
Step 20. Verify your security settings 242
Step 21. Disable the time synchronization features on the operating system244
Step 22. Complete other postinstallation tasks 246

Step 9. Install required CCMS Service Updates
You can obtain Service Updates (SU) and Service Update Supplements (SUS) as
follows:
All SU packs and SUSs are available on the Enterprise Solutions PEP
Library Web site located at www.nortel.com/espl.
Note: To register for this Web site, follow the instructions provided at
www.nortel.com/register.
Any SU packs and SUSs that are available at the time of shipping are
included on the DVD with your software.
Before you begin

If you are not installing patches from a DVD, download them from the
Enterprise Solutions PEP Library Web site (www.nortel.com/espl) or obtain
them from your Nortel customer support representative.
You must read the readme file associated with each Service Update you plan to
install.
Installing a patch on the server (SU or SUS)

1 Use the PEP Viewer utility to ensure that the patch (SU or SUS) is not
installed.
2 Ensure that you close all applications.
If you are downloading the patch, navigate to the Enterprise Solutions
PEP Library Web site located at http://www.nortel.com/espl and
download the patch you require.
If you are installing the patch, locate the patch directory on the DVD, or
the directory into which you downloaded the patch from the Web.
4 Read the readme file associated with the patch.
5 Double-click the <SU _ID>.msi or <SUS_ID>.msi file associated with the
patch.

6 If you are prompted to view the readme file, click Yes.
7 Review the readme file and continue with the installation of the SU.
8 Click Next.

9 The following window appears.
10 Click Install.
Result: The system installs the patch on the server, and then the following
window appears.

11 Click Finish.
Result: The following window may appear.
12 Click Yes to restart the server.

Result: The patch is installed.
Install the Sybase Security Alert (Sybase EBF 12326)

Install this stand-alone patch from Sybase to address security issues. You must
install this patch after you install Standby Server.
The Sybase patch is available from the Enterprise Solutions PEP Library Web
site (www.nortel.com/espl) or from your Nortel customer support representative.
install. Follow the instructions in the readme file to install this patch.

Step 10. Change the NGenDist, NGenDesign,

and NGenSys passwords
To protect your system from unauthorized access, change the passwords for the
Nortel user accounts as soon as you finish the installation.
NGenDist, NGenDesign, and NGenSys are Windows remote access accounts

that enable the distributor or Nortel customer support to remotely log on to the
server if requested by the customer. These accounts are created during the server
software installation.
Assign new passwords

To assign new passwords, you do not need to know the default passwords for
NGenDist, NGenDesign, and NGenSys.
Password security
Write down the new passwords you create, and store them in a safe, secure place
away from the server. Give the passwords only to those who need them.
Default accounts and passwords

The following Windows accounts are created on the server during the
installation procedure:
NGenSys
NGenDist

NGenDesign
ATTENTION
The on-site installer is instructed to change all default
passwords as part of the on-site installation procedures.
You can change all passwords with the procedures in this
section. Nortel recommends that you change all passwords
regularly to maintain system security.
If the server software is reinstalled, the default accounts and
passwords are recreated and passwords must be changed.
Changing the NGenDist, NGenDesign, or NGenSys password

You are not required to change the NGenSys password. If you change the
NGenSys password, you must apply the same password change to the Meridian
Application Server (MAS) Backup and Restore service.
2 Click Start > Programs > Administrative Tools > Computer
Management.
Result: The Computer Management window appears.
3 Click Local users and groups, and then click Users.
Result: The Computer Management window displays a list of available
user accounts, including NGenDist and NGenDesign.
4 Right-click NGenDist.

5 Click Set Password.

Result: The Set Password window appears.
6 Click Proceed.
Result: The Properties window appears.
7 In the Password box, type the new password.
Note: Ensure that you use a password that contains a combination of
numbers and letters.
8 In the Confirm Password box, type the same password entered in the
Password box.
9 Click OK.
10 Click OK
11 Repeat steps 4 to 10 for NGenDesign and NGenSys.
12 Select Exit to save changes.
13 Record these passwords and store them in a secure place away from the
server.

If you have changed the NGenSys password, continue with the following
procedure.
ATTENTION When you finish changing passwords, remember to log

on as NGenSys. You must log on as NGenSys to monitor
and manage the server.
Change the CCMS MAS Backup/Restore password

Change the the password for the CCMS MAS Backup/Restore service and set it
to the same password as the NGenSys.
Changing the CCMS MAS Backup/Restore password

1 On the Active Server, go to Start > Administrative Tools > Services.
Result: The Services window opens.
2 Right-click the CCMS MAS Backup/Restore service and click Properties.
Result: The CCMS MAS Backup/Restore Properties (Local Computer)
window appears.
3 Click the Log On tab.
4 Set the password to the same password as NGenSys.
5 Click Apply.
6 Close all open windows.

Step 11. Configure the NGen user groups for

remote access (optional)
Contact Center Manager Server software creates three users: NGenSys,

NGenDesign, and NGenDist. Set up these user accounts for support personnel to
remotely access the server.
Configuring NGenSys, NGenDesign, and NGenDist for remote access

1 From the Start menu, choose Control Panel.
2 Double-click Network Connections.
Result: The Network Connections window appears.
3 Right-click the incoming connection you created, and then choose
Properties.
Result: The Incoming Connections Properties window for your connection
appears.
4 Click the Users tab.

5 Select the check box beside the users NGenDesign, NgenDist, and
NGenSys.
6 Click OK to close the window, and then close the Network Connections
window.

Step 12. Add NGen names to pcAnywhere
ATTENTION
If your server is in a workgroup, complete this step. If you
intend to add your server to a domain, see Step 16. “Add the
server to a domain (optional)” on page 199 for information
about configuring the NGen user groups for remote access
in a domain environment.
Adding NGenDist and NGenDesign to pcAnywhere 11.5

3 On the pcAnwhere Manager (left side), select the Hosts option.
4 Click the File menu, and then choose New > Item > Advanced.

6 From the Authentication type list, select NT.

7 Below the Caller list heading, click the New item icon ( ).
Result: The pcAnywhere Caller Properties: New Caller window appears.
8 On the Identification tab, select User.

9 From the Domain list, select the computer name of the server for the
Active Contact Center Manager Server.
10 From the Account list, select NGenDist.
Note: The NGenDist and NGenDesign user accounts are automatically
created on the server as Windows user accounts when you install the
Contact Center Manager Server software. To allow authorized remote
personnel to use pcAnywhere to log on and administer the server with
either account, you must designate these Windows accounts as valid
pcAnywhere caller accounts. By creating this link between Windows and
pcAnywhere, you never have to change the passwords for these accounts
in pcAnywhere; when you change the passwords in Windows, the
information is automatically updated in pcAnywhere.

13 Click OK to save the NGenDist caller account settings.

Result: The Callers tab in the pcAnywhere Host Properties window
reappears.
14 Perform steps 7 to 13 again to add the NGenDesign caller account.

Step 13. Accept the license agreement
If you installed or upgraded Contact Center Manager Server, you must accept
the licence agreement for the Server Utility before you can log on to the Contact
Center Manager Administration application.
Accepting the license agreement for Server Utility

1 On the Contact Center Manager Server, click Start > Programs > Nortel
Contact Center > Server Utility > Server Utility.
Result: The Nortel Contact Center Manager Server Utility Login window
appears.
2 Enter the User ID sysadmin, the password nortel, and the server name or
IP address.

3 Click OK.
Result: The End User License Agreement window appears.
4 Read the End User License Agreement.

5 Click Accept.
Result: The Change Password window appears.
6 In the Old Password box, type the old password.

7 In the New Password box, type the new password.
8 In the Confirm New Password box, type the new password again, and
click OK.
Result: The Server Utility launches.
9 Close all windows to complete the procedure.

Step 14. Activate the Master Script
You must install Contact Center Manager Administration to activate the Master
Script. For more information about activating scripts, see the Contact Center
Manager Administration Installation and Maintenance Guide.
When you create a new script, or modify an existing inactive script, you must
validate the script manually before it can be activated. For more information
about validating scripts, see the Contact Center Manager Administration
Installation and Maintenance Guide.
When you change an existing active script, the system automatically validates
the changes you make when you activate the script again.
Activating the Master Script

2 Click Scripting.
3 On the system tree, click the server containing the script that you want to
activate.
4 Click Script Manager.
Result: The Script Manager window appears, listing all scripts on the
server.
5 Click Yes to reload Script Manager, if prompted.
6 Select and right-click the Master Script.
7 On the menu, select Open.
8 Click File > Activate.
Result: A message box appears, asking you to confirm your choice.
9 Click OK.
Result: The system activates the script. The script status changes to Active
when the activation process finishes successfully.

Step 15. Verify the success of the installation
You can verify the success of your installation by making sure that the Active
Server is running.
Verifying the Active Server services are running

1 Log on to the server as NGenSys.
2 From the Start menu, choose Programs > Nortel Contact Center >
Manager Server > System Monitor.
Result: The System Monitor window appears showing the state of each
Contact Center Manager Server service.
3 Check that all relevant services are in the UP state.
Note: It can take 15 minutes or more for the system to start and for all of
the services to start.
4 Check the Windows Event Viewer again to be sure that no errors occurred
during the restart.

Step 16. Add the server to a domain (optional)
Follow the procedures in this step to add your Contact Center Manager Server to
an existing domain, and to perform other necessary tasks to make your server
work in a domain. To perform this step, you need domain administrator’s
privileges, or ask the domain administrator to assign you a domain user account
for remote access.
ATTENTION
Add the Active Contact Center Manager Server to your domain

After you install Contact Center Manager Server, you can add your server as a
member of an existing domain.
Adding the Active Contact Center Manager Server to your domain

1 On the Windows desktop, right-click My Computer, and select Properties.
2 In the System Properties window, click the Computer Name tab.
3 Click Change.
4 In the Computer Name Changes window, change the computer name and
its domain or workgroup affiliation.
5 To add the server to an existing domain:
a. Click the Domain option.
b. Type the domain name (you must provide the Fully Qualified Domain
Name of the domain, which includes the prefix and suffix).
6 Click OK.
Result: When the system processes your change successfully, it notifies
you that the server now belongs to the domain that you specified.
7 Restart the server when you are prompted to do so.

Configure the operating system for remote access (domain)

In a Windows Server 2003 domain environment, you must create a dial-up user
as a domain user on the domain controller and assign dial-in access permissions
to this user. When you dial in to the Contact Center Manager Server Remote
Access Services (RAS) configuration, the domain controller authenticates the
user. Because no local dial-in account is created on the Contact Center Manager
Server, the system no longer uses the accounts NGenDist and NGenDesign for
dial-up access. However, after you establish a dial-up connection using the
domain user account, the pcAnywhere user accounts can still use the NGenDist
or NGenDesign accounts.
Configuring the operating system for remote access (domain)

1 From the Start menu, choose Administrative Tools > Routing and
Remote Access.
Result: The Routing and Remote Access window appears.

2 Right-click the local server name, and select Configure and Enable
Routing and Remote Access.
Result: The Welcome window appears.
3 Click Next.
Result: The Configuration window appears.

4 Make sure Remote Access (dial-up or VPN) is selected, and click Next.
Result: The Remote Access window appears.
5 Select Dial-up, and click Next.

Result: The Network Selection window appears.

6 Select the network connection that represents your Nortel server subnet,
and then click Next.
Result: The IP Address Assignment window appears.
7 Select From a specified range of addresses, and click Next.

Result: The Address Range Assignment window appears.

8 Click New.
Result: The New Address Range window appears.
9 Enter the ranges of the IP addresses provided by your domain

administrator, and then click OK.
Result: The Address Range Assignment window appears showing the
address ranges you entered.
10 Click Next.
Result: The Managing Multiple Remote Access Servers window appears.

11 Select No, use Routing and Remote Access to authenticate requests,

and click Next.
Result: The Completing the Routing and Remote Access Server Setup
Wizard window appears.
12 Click Finish.
Result: The Routing and Remote Access service starts and is successfully
installed on your computer.
Set up your user accounts for remote access

After you install the Routing and Remote Access service on your server, you
need to set up your user accounts for remote access. Choose from one of the
following two options.
Option 1: Creating a domain user while using the NGenDist account

for pcAnywhere
This option requires that you create a domain user account on the domain
controller with dial-in access privileges, while retaining the NGenDist or
NGenDesign accounts at a pcAnywhere level.

1 On the domain controller, create a new domain user account and allow dial-
in access.
Notes:
Nortel recommends that you use a user name and password that are
different from NGenDist and NGenDesign. The network administrator
can be required to carry out this step. Record the user name and
password carefully as they are required to support Contact Center
Manager Server remotely.
On the Contact Center Manager Server, no changes are required to the
operating system, RAS configuration, server software or pcAnywhere
installation.
2 Dial into the Active Contact Center Manager Server.
Result: The system prompts you for a domain user account and password.
3 Enter the domain user account name and password.
Result: The domain controller authenticates the domain user account and
password.
4 Start the pcAnywhere session.
Notes:
The pcAnywhere logon can still use the NGenDist or NGenDesign
account.
Because there is no local record of the domain user account, you need
to maintain two user accounts: the domain user account and the local
pcAnywhere account.
Option 2: Using the domain user account for pcAnywhere

controller with dial-in access, as in option 1. However, you also use the same
domain user account instead of NgenDist for pcAnywhere access. The
NGenDist or NGenDesign accounts are no longer used at any level.
in access.
Notes:
Nortel recommends that you use a user name and password that are
different from NGenDist and NGenDesign. The network administrator
can be required to carry out this step. Record the user name and

password carefully as they are required for remote support of Contact

On the Contact Center Manager Server, you do not need to make any
changes to the operating system, RAS configuration, or server software,
except for the pcAnywhere configuration.
2 Dial into the Active Contact Center Manager Server.
Result: The system prompts you for a domain user account and password.
3 Enter the domain user account name and password.
Result: The domain controller authenticates the domain user account and
password.
4 Start the pcAnywhere session.
5 On the pcAnywhere configuration, select a domain user account from the
domain controller in the pcAnywhere Add Users window.
Note: You must log on to Contact Center Manager Server using an account
with domain administrator privileges before you can configure pcAnywhere
users.
Stop and disable the Windows Time Service (Communcation Server

1000/Meridian 1 PBX switch)
If you are using a Communcation Server 1000/Meridian 1 PBX switch, you
must stop and disable the Windows Time Service to allow the CS 1000/Meridian
1 switch to set the time and not the server. You do not need to disable the
Windows Time Service if you are using a Communication Server 2x00/DMS
switch.
Stopping and disabling the Windows Time Service

Check that the Communcation Server 1000/Meridian 1 PBX time is within 10
seconds of the domain controller time. If the time is not within 10 seconds,
adjust the Communcation Server 1000/Meridian 1 PBX time to match the
domain controller time.
1 On the Windows desktop, right-click My Computer and choose Manage >
Services and Applications > Services.
2 On the right window pane, right-click Windows Time Service and select
Stop.

3 When the Windows Time Service stops, right-click Windows Time

Service again, and select Properties.
4 On the General tab, change the Startup Type to Disabled.
5 Click Apply, and click OK.
6 On the Computer Management window, check that Windows Time
Service Startup Type is disabled.
7 Close the window.
Note: Nortel recommends that the time difference between the
Communcation Server 1000/Meridian 1 PBX and the domain controller
time be kept within a few seconds (+/- 10 seconds). The maximum
difference is 5 minutes before Kerberos authentication problems may arise.
Check the times on the Communcation Server 1000/Meridian 1 PBX and
the domain once a month to ensure that the 5-minute tolerance is not
exceeded.

Step 17. Create a Platform Recovery Disk
When you create a Platform Recovery Disk, the system saves both server and
database configuration data into a series of text files. You must keep an up-to-
date Platform Recovery Disk available in case you need to recover your server
software, database, or both. You also need this disk for upgrade and migration
procedures. Nortel recommends that you create a Platform Recovery disk after
any major modifications to the system.
You can create a Platform Recovery Disk on either a floppy disk or a remote
directory on a network computer.
If you want to use a remote computer, you must first map the directory on the
network computer to a network drive on your server. The name of the remote
directory into which you save the Platform Recovery Disk must not contain any
spaces. Spaces in the remote directory name cause errors.

Creating a Platform Recovery Disk

1 Log on to the Active Server as NGenSys.
Manager Server > Server Setup Configuration.

3 Click the Utilities tab.

4 In the Create Platform Recovery Disk section, perform one of the

following tasks:
To save the Platform Recovery Disk to a floppy disk:
a. Ensure the path shows A:\.
b. Insert a blank floppy disk in drive A.
c. Click Create Disk.
Result: The following message appears.
d. Click OK.

To save the Platform Recovery Disk to a remote directory:

a. Map a network drive to the remote directory.
Note: The name of the remote directory into which you save the
Platform Recovery Disk must not contain any spaces. Spaces in the
remote directory name cause errors.
b. Click Browse, and then navigate to the mapped network drive.
c. Select the drive, and then click OK.
d. Click Create Disk.
Result: The system creates the Platform Recovery Disk. The following
window appears.
e. Click OK.
Note: The system also checks for database segmentation problems. If
it finds any, a message indicating the type of problem appears.
If the system finds a database data segmentation overlapping problem,
it advises you to contact Nortel customer support before you proceed
with the migration procedure. After customer support fixes the problem,
you must create a new Platform Recovery Disk before you proceed with
the migration.
If the system finds a database log segmentation overlapping problem,
you can still use the Platform Recovery Disk that you just created. The
system prompts you to shut down the Contact Center Manager Server
services so it can fix the problem. Follow the on-screen prompt to shut
down the services.
5 If you used a floppy disk, remove it from the drive, and ensure it is labeled
clearly.
6 Close the Contact Center Manager Server Setup Configuration Utility
window.
7 Store the Platform Recovery Disk in a safe place.

Step 18. Install and configure Real-time

Statistics Multicast
As part of the imstallation of the Active Server, you must configure the Acitve
Server so the Real-Time Statistics IP address, Real-Time Display Multicast
Controller Utility (MulticastCtrl.exe), and Real-Time Display Multicast
Configuration Utility (RSMConfg.exe).
You can begin using the RSM service with the default RSM settings, or you can
modify RSM settings to conform to the requirements of your RSM-dependent
applications.
ATTENTION
RSM compression is supported on Contact Center Manager
Server, but it is not supported with Contact Center Manager
Administration. If RSM compression is configured on the
Active Server, Contact Center Manager Administration real-
time displays do not work.
Installing Real-time Statistics Multicast

During the installation, you are prompted to enter the IP multicast address that
you want RSM to use to send real-time statistical data. Use the same IP multicast
address for both the Active Server and Standby Server.
The RSM IP Address window appears whenever RSM is detected during any
one of the following scenarios:
an initial installation of Contact Center Manager Server
an upgrade or reinstallation of Contact Center Manager Server
ATTENTION

For more information about installing the RSM feature in Contact Center
Manager Server, see the Contact Center Manager Server Installation and
Maintenance Guide.
After completing the installation, you can perform the following tasks:
Use the mRcv.exe utility on both the Active Server to verify that the RSM
service is sending data to the appropriate ports. The information must
match on both servers. For more information, see the Contact Center
Manager Server Installation and Maintenance Guide.
Accept the default RSM settings provided by the Active Server installation,
and begin using the RSM service. Ensure the RSM settings match on the
Standby Server.
Modify the default settings on the Active Server to values recommended by
your RSM-dependent applications. The information must match on both
servers. For more information, see the Contact Center Manager Server
Installation and Maintenance Guide.
Modifying Real-time Statistics Multicast settings

After installing the optional Real-time Statistics Multicast (RSM) feature, you
can modify the RSM component default settings on the Active Server to reflect
the requirements of your organization. You can modify the following settings:
the IP multicast address to which each server in the Contact Center
Manager Server configuration sends real-time statistics
the ports at which real-time statistics are received
the multicast Time To Live (TTL) value for RSM
the default multicast rate for each port at which real-time statistics are
received
ATTENTION

The TTL value in the ICMP protocol is measured in seconds or hops. For
Standby Server, it is measured in hops (for example, the number of routers).
This section describes how to modify and enable changes to the RSM service on
the Active Server.
The RSM service consists of the configuration and the data propagation
components. You configure RSM settings through the RSM configuration and
multicast control utilities. The RSM statistics are transmitted through the
Statistical Data Propagator (SDP).
When you complete your modifications, you must stop and restart the SDP
service on the Active Server. This service must be aware of IP multicast changes
to send the appropriate data.
When you modify multicast rates in the Multicast Configuration utility, you
must open the Multicast Controller utility and click Apply to activate your
changes.
Modifying the Real-Time Statistics Multicast service

After the RSM component is installed on both the Active Server, you can use the
following utilities to reconfigure RSM:
RTD Multicast Controller utility (MulticastCtrl.exe)—Use this utility to
modify settings for applications that require that real-time statistics be
turned on manually.
Note: The real-time statistics groups that you need to turn on or off vary
depending on the applications that receive data from the RSM service.
Nortel highly recommends that you review the documentation for each
RSM-dependent application in Contact Center Manager Server before
modifying the RSM settings.
RTD Multicast Configuration utility (RSMConfg.exe)—Use this utility to
change
the IP multicast address
the Time To Live (TTL) value for the IP multicast data
the IP ports that send the real-time statistics
the multicast rates for the IP ports that send the real-time statistics

Modifying real-time statistics settings for applications that use the

RSM service
The RTD Multicast Controller indicates which statistics are sent and how they
are collected. Some applications that use RSM set this data automatically while
others require manual configuration.
If you need to modify the default settings based on application requirements, or

if you want to customize statistics to be sent to match the needs of your users,
use the RTD Multicast Controller window to select or deselect the appropriate
settings.
1 On the Active Server, from the windows Start menu, choose Programs >
Nortel Contact Center > Manager Server > Multicast Stream Control.
Result: The RTD Multicast Controller window appears.
2 Select the Moving Window or Interval To Date check boxes, or both, for
each real-time statistics group.
The Communcation Server 1000/Meridian 1 PBX switch and SIP switch
real-time statistics groups are:
Skillset
Application
Agent
Nodal

IVR
Route
Compression
The Communication Server 2x00/DMS real-time statistics groups are:
Skillset
Application
Agent
Nodal
Compression
3 Click Apply.
Tip: You must also use the RTD Multicast Controller utility’s Apply button to
activate changes to multicast rates made in the configuration utility. For
more information, see “Activate modifications to the RSM service in
Contact Center Manager Server” on page 220.
4 Click Close.
5 To activate new RSM settings on Contact Center Manager Server (except
the multicast rates), stop and start the Statistical Data Propagator (SDP)
service.
Modifying the IP multicast settings in Contact Center Manager

Server
Perform the following steps to modify the multicast IP settings on the Active
Server.
ATTENTION
Nortel highly recommends that you review the
documentation for each RSM-dependent application that
uses the RSM service in Contact Center Manager Server
before modifying the RSM IP multicast settings.

1 On the Active Server, from the windows Start menu, choose Programs >
Nortel Contact Center > Manager Server >Multicast Address and Port
Configuration.
Result: The RTD Multicast Configuration window appears.
ATTENTION
The IP multicast addresses that support multicasting are
224.0.1.0 through 239.255.255.255, but the IP multicast
addresses between 224.0.0.0 and 224.0.0.255 inclusive are
reserved for routing and topology discovery protocols.
Addresses between 239.0.0.0 and 239.255.255.255 are
reserved for administrative scoping. The IP multicast
addresses that you select for RSM sending and receiving
must be within the 224.0.1.0 and 239.255.255.255 range.
2 In the Multicast IP group box, type the IP multicast address that you
designated as the sending address for IP multicasting in Contact Center
Manager Server.
3 In the IP Port boxes, type the IP port for each statistics group.
ATTENTION
If you change the IP port settings, some applications that
are dependent upon the RSM service can malfunction.

4 Change the Multicast time to live (TTL) value to a value that is

appropriate for your network.
ATTENTION
If packets are traveling through more than one router to
reach their destination, it is important to change the
Multicast time to live (TTL) value to a value that is
appropriate for your network and the number of routers that
you use. If the TTL value is set too low and the packets have
to go through many routers, the real-time multicast statistics
may not reach your application.
5 To increase or decrease the default multicast rate, enter a new rate in

milliseconds for each port in the Multicast Rate boxes.
ATTENTION
If you change the multicast rate for any display in RTD
Multicast Configuration, it may not produce the refresh rate
changes that you anticipate. Refresh rates depend on the
settings in other applications, as well as those set in the
configuration window. The minimum refresh rate for RSM is
5000 ms (5 seconds). In addition, certain applications
require a specific multicast rate. Before changing a multicast
rate, check the documentation for each application to verify
that all applications that receive RSM data are not affected
by the change.
Note: If you enter 0 in the Multicast Rate box, you disable the statistic.
Tip: If you make an error in modifying the multicast IP group, TTL, IP ports,
or the multicast rates for each port, you can restore the original values by
clicking Registry Value or Default Value. Note that if you modify any of
these values and click OK or Apply, the appropriate registries are updated
with your changes. If you click Registry Value after the modifications are
saved to the registry, it has no effect.
Click Registry Value before you click Apply to retrieve the values stored
in the registries. Use this option if you want to cancel a change without
having to remember and retype the original values.
Click Default Value to restore the values that are set when Contact
Center Manager Server is installed. Use this option if you save changes
to the registry that caused RSM-dependent applications to malfunction,
and you want to begin again with the default RSM configuration.

6 Click OK.
7 To activate new multicast rate settings on Contact Center Manager Server,
you must open the configuration utility and click Apply. For more
information, see the procedure “Activate modifications to the RSM service
in Contact Center Manager Server” on page 220.
Activating a multicast rate modification

When you change a multicast rate in the configuration utility, you modify only
the default value, not the current transmission rate. RSM continues to transmit
data at the current rate until you open the controller utility and click Apply.
1 On the Active Server, from the Start menu, choose Programs > Windows
Explorer.
2 Navigate to the folder in which the RSM component is installed:
D:\Nortel\iccm\bin
3 Double-click MulticastCtrl.exe.
4 Click Apply.
5 Click Close.
6 Stop and start the Statistical Data Propagator (SDP) service to activate
new RSM settings on Contact Center Manager Server (except multicast
rates).
Result: The new multicast rates are retrieved from the appropriate registry,
and RSM begins transmitting at the new rate.
Activate modifications to the RSM service in Contact Center Manager

Server
When you modify the RSM service multicast IP group, TTL, and IP port
settings, you must activate the new values on Contact Center Manager Server by
stopping and starting the Statistical Data Propagator (SDP) service.

Activating the Contact Center Manager Server settings

1 On the Active Server, from the Start menu, choose Control Panel.
2 Click Services.
Result: The Services window appears.
3 From the list of services, select SDP_Service.
4 Click Stop.
5 Click Start.
6 Click Close.
Tip: If you have problems stopping and starting the SDP Service, you can
temporarily disable SDP Service to stop it. After the service stops, reset the
service to start manually, and then restart the service.
a. In the Services window, click SDP_Service.
b. Click Properties.
Result: The Service Properties window appears.
c. On the Startup Type menu, select Disabled.
Result: The SDP_Service is disabled.
d. Click OK to return to the Services window.
e. Select SDP_Service and click Stop.
Result: The SDP_Service stops.
f. Click Properties.
g. On the Startup Type menu, select Manual.
Result: The SDP_Service is set to manually start when the system
starts.
h. Click OK to return to the Services window.
i. Select SDP_Service and click Start to restart the service.
j. Click Close.

Testing the Real-time Statistics Multicast service

After you install or modify RSM on the Active Server, use the Multicast Receive
utility (mRcv.exe) to test the RSM service. mRcv.exe displays statistical
information according to the settings specified in a configuration file called
mRcv.ini.
Configure the Multicast Receive utility

The mRcv.exe utility tests the RSM service send capabilities one port at a time.
You can specify which IP address and port the utility monitors in the [MCast]
section of the mRcv.ini file.
Modifying the mRcv.ini file

Explorer.
<drive>:\Nortel\iccm\bin
3 Use a text editor to open the mRcv.ini file.

4 Modify the IP address or the port number, or both.
Note: The port numbers listed within the section bordered by pound (#)
symbols in the .ini file are for reference only and list all of the acceptable
port numbers that you can use in your test. For an example of the
information in a standard mRcv.ini file, see “Sample mRcv.ini file” on page
223.
For example, if you want to test receipt of Skillset - Interval to date data
using mRcv.exe, check the port number for Skillset - Interval to date in the
.ini file, and then change the Port= setting in the [MCast] section to that port
number. If Skillset - Interval to date = 6040 in the .ini file, the [MCast]
section of the .ini file must be modified as follows:
[MCast]
IP=234.5.6.7
Port=6040
ATTENTION
The IP= value must match your IP multicast address.

5 Save the mRcv.ini file. After setting the parameters for your test, you can
start mRcv.exe to begin the test. For more information, see “Starting the
mRcv application” on page 224.
Sample mRcv.ini file

The following sample is the default mRcv.ini file provided by the Contact Center
Manager Server installation. If you run the mRcv.exe utility using this .ini file, it
displays Skillset - Moving window data sent by RSM, based on the settings in
the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port = 6050).
The list of port numbers in the mRcv.ini file is for reference only, and each line
is marked with the pound (#) symbol. You can use these port numbers as an
easy-to-access list of valid ports that are used in the system to display data. The
only portion of the .ini file that can be modified is the [MCast] section at the
bottom of the file.
#######################################################
# mRcv.ini file
#
# Valid port numbers are:
# Application - Interval to date = 6020
# Application - Moving window = 6030
# Skillset - Interval to date = 6040
# Skillset - Moving window = 6050
# Agent - Interval to date = 6060
# Agent - Moving window = 6070
# Nodal - Interval to date = 6080
# Nodal - Moving window = 6090
# IVR - Interval to date = 6100
# IVR - Moving window = 6110
# Route - Interval to date = 6120
# Route - Moving window = 6130
#######################################################
[MCast]
IP = 234.5.6.7
Port = 6050

Starting the mRcv application

Explorer.
3 Double-click mRcv.exe.
Result: The mRcv.exe utility appears in a console window and displays
data from the port and IP address that you specified in the mRcv.ini file.
Note: The mRcv.exe utility displays all data received on the selected port,
including data that is not recognizable by RSM. All non-RSM data is
identified as Not recognized by RSM.

Step 19. Install LinkPlexer
If you use a Communication Server 2x00/DMS switch, you must install

LinkPlexer. A LinkPlexer 6.0 system consists of a PC running the Microsoft
Windows Server 2003 operating system. The system is connected to a
Communication Server 2x00/DMS switch.
If you are adding LinkPlexer to your configuration, see the following section for
installation procedures. For LinkPlexer server requirements, see the Nortel
Currently, only installing LinkPlexer as a standalone server is supported with

Contact Center Standby Server. In a standalone LinkPlexer, the switch address
should be the same as the LinkPlexer IP address.
For additional information, see the Nortel LinkPlexer Installation and

Configuration Guide.
Installing the iButton software and hardware

In addition to the LinkPlexer 6.0 software, Nortel provides an iButton and a
USB adapter for mounting the iButton on the server, a keycode specific to the
iButton, and Dallas Semiconductor 1-Wire drivers.
Installing the 1-Wire iButton drivers

1 Remove any 1-Wire USB devices that are plugged in an available USB port
of the LinkPlexer 6.0 server. Leave any non-USB devices plugged in.
2 Insert the DVD containing LinkPlexer 6.0 into the DVD drive and using
Windows Explorer, launch the installation package <DVD
DRIVE>:\LinkPlexer\ThirdParty\install_1_wire_drivers_v400.msi. You
can also obtain the 1-Wire drivers from the following Web site:

http://www.maxim-ic.com
Result: The 1-Wire-Drivers Welcome window appears.
3 Click Next.

4 Read the License Agreement, select I Agree, and then click Next.
Result: The Custom Installation Choices window appears.
5 Ensure that all check boxes are cleared, and then click Next.
Result: The 1-Wire Drivers USB Warning window appears.
6 If a 1-Wire USB device is attached to the LinkPlexer 6.0 server, unplug it.

7 Click Next.
Result: The Select Installation Folder window appears.
Note: The default folder for installation appears. If you want to select an
alternative location, click Browse or type the path in the Folder box.
8 Click Disk Cost to ensure that there is sufficient free space on the selected
disk for the installation.
9 Under Install 1-Wire Drivers for yourself, or for anyone who uses this
computer, select Everyone.

10 Click Next.
Result: The Confirm Installation window appears.
11 Click Next to begin the installation.

Result: The Installing 1-Wire Drivers window appears. The installation
proceeds. The Back and Next buttons are unavailable during the
installation.

When the installation is complete, the USB Instructions dialog box appears.
12 Insert the USB adapter and click OK. Wait for Windows to detect the new
hardware.
Result: The Welcome to the Found New Hardware Wizard window
appears.
Note: If Windows cannot detect the driver, select it manually by browsing to

the location where the 1-Wire software is installed.

13 Under Can Windows connect to Windows Update to search for new

software?, select No, not this time, and then click Next.
Result: The Found New Hardware - This Wizard helps you install software
for USB Host Adapter for 1-Wire Network window appears.
14 Select Install from a list or specific location (Advanced), and then click
Next.
Result: The Found New Hardware - Please choose your search and
installation options appears.

15 Select Search for the best driver in these locations.

16 Clear the check box for Search removable media (floppy, CD ROM).
17 Select Include this location in the search.
18 Click Browse and navigate to the location where you installed the driver in
Step 8 (by default, C:\Program Files\Dallas Semiconductor\1-Wire Drivers
Version 4.00)
Result: The Security Alert - Driver Installation window appears.

19 Click Yes.
Result: The application installs the USB Host Adapter for 1-Wire Network.
The 1-Wire Net Port Selection window appears.
The application detects the iButton adapter that is installed and sets up the
1-Wire driver to access this device.
20 Click Next.
Result: The 1-Wire Net Port Selection window appears.

21 Click Auto-Detect. The application searches all ports for the connected
device.
Result: A Warning dialog box appears, indicating that the application
communicates with all available ports until it finds an iButton device.
22 Click OK.
Result: The Auto-Detect In Progress dialog box appears.
When Auto-Detect locates a device, the following window appears.

23 Click Yes to select the detected port as your 1-Wire Net Port.
Result: The auto-detect process is complete. The Installation Complete
window appears.
Note: If the Auto-Detect process fails to locate a device, see the

Troubleshooting section.
24 Click Close.
25 Restart the LinkPlexer 6.0 server.
Note: The 1-Wire installation process creates a Start menu folder called 1-
Wire Driver. This folder contains the default 1-Wire Net application for
detecting and setting the port and device, and a Java-based
OneWireViewer for viewing the attached device.

Installing LinkPlexer 6.0

1 Insert the DVD containing LinkPlexer 6.0 into the DVD drive. In Windows
Explorer, browse to <DVD DRIVE>:\LinkPlexer\Setup.exe.

2 Click Next.
Note: The default folder for installation appears. Nortel recommends that
you use the default location.You can change the folder for installation by
clicking the Change button.
3 Click Next.
Result: The Ready to Install window appears.

4 Click Next.
Result: The Installing Nortel LinkPlexer 6 window appears.
When the installation is complete, the InstallShield Wizard Completed

window appears.
5 Click Finish. The LinkPlexer 6.0 installation is now complete.

Entering the keycode

1 Click Start > Programs > Nortel Contact Center > LinkPlexer >
KeycodeTracker.
Result: The LinkPlexer KeycodeTracker window appears.
2 In the Keycode box, type the supplied keycode.

3 Click Apply.
Result: The LinkPlexer 6.0 KeycodeTracker window closes. The
KeycodeTracker application closes.
Using Tracker
The LinkPlexer Tracker application provides information about the LinkPlexer
6.0 build version and the operating system. It detects and displays information
about the Microsoft Windows operating version, the build number and date of
the installation, and the version number and date of any PEP installation.
Launching the Tracker application

Click Start > Programs > Nortel Contact Center > LinkPlexer > Tracker.
Result: The Tracker window appears.

The LinkPlexer Tracker application window displays the following components

and information:
Windows—refers to the operating system and service pack versions
Tracker—indicates the current version of the LinkPlexer Tracker
application
DMS Server File Stamp—refers to the version of the file stamp
Build Info—indicates the LinkPlexer 6.0 build.
The date for the Tracker, DMS Server File Stamp, and Build Info components
refer to the date LinkPlexer 6.0 was installed.
LinkPlexer Keycode Tracker

Use the LinkPlexer Keycode Tracker to enter the dongle keycodes. The Keycode
Tracker displays the number of applications that can connect to the LinkPlexer
6.0 server.
You can also use the Keycode tracker to confirm dongle detection. Click the
Check Dongle button and wait approximately 10 seconds. If a dongle is
detected, the Check Dongle box on the Keycode Tracker window displays
Connected. If the dongle is not detected, the Check Dongle box displays Not
Connected.
Alternatively, the dongle can be also be detected using iButton applications as

referred to at http://www.ibutton.com/software.

Entering keycodes with LinkPlexer Keycode Tracker

1 Click Start > Programs > Nortel Contact Center \ LinkPlexer > Keycode
Tracker.
Result: The Keycode Tracker window appears.
2 Type the supplied 16-character keycode in the Keycode boxes.

3 Click Apply.

Step 20. Verify your security settings
Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for the Active
Server, see “Manage security” on page 977.
Verifying your security settings

You must restart the server to complete the configuration.
1 If you are configuring an existing Contact Center Manager Server as the
Active Server and you are not already logged on as NGenSys, log on to the
server as NGenSys. From the Start menu, choose
Programs > Nortel Contact Center > Manager Server > Server Setup
Configuration.
2 Select the Standby Server optional package.
Result: The the Configuration window appears.

3 Select the Database Replication tab.
4 Verify the name of the Replication Server. Ensure that the computer name
appears in all uppercase letters.
5 Verify the IP address for the Replication Server.
6 Enter the Contact Center Manager Server listener port number, or accept
the default value. If the value is different from the default, you must type the
new value on the Replication Server.
7 Select the Active option, and click OK.
8 Run the Server Setup Configuration Utility and restart the server.

Step 21. Disable the time synchronization

features on the operating system
When Contact Center Manager Server is used in the Communication Server

1000/Meridian 1 environment, you must disable all time synchronization
features on the operating system to avoid potential call processing outages.
Complete the procedures in this section to disable the synchronization features
on your operating system.
Note: If you disable the Date and Time features after you disable the Windows
Time service, the Startup type for the Windows Time service is set to Automatic.
If the Contact Center Manager Server is in a Communication Server 2x00/DMS

or SIP environment or is the Network Control Center server, proceed to Step
22. “Complete other postinstallation tasks” on page 246.
Configuring the server for daylight savings

1 Click Start > Control Panel > Date and Time.
Result: The Date and Time Properties dialog box appears.
Note: If you click OK without making changes, Startup type of the Windows
Time service is set to Automatic.
2 Click the Time Zone tab, and then clear the Automatically adjust clock
for daylight saving changes check box.
3 Click the Internet Time tab.
4 Clear the Automatically synchronize with an Internet time server check
box.
5 Click Apply to save your changes.
6 Click OK.
Disabling the Windows Time services


2 Click the Time Zone tab.

3 Clear the Automatically adjust clock for daylight saving changes check
box.
Note: If you click OK without making any changes, the Startup type for the
Windows Time service is set to Automatic.
box.
7 Click OK.

Step 22. Complete other postinstallation tasks
Complete these additional postinstallation tasks.
Check and install the latest Service Update Supplements

Check for the latest Service Update Supplements on the Enterprise Solutions
PEP Library Web site at http://www.nortel.com/espl. For instructions to install a
Service Update Supplement, see “Install patches on the server” on page 870.
Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks (if you have not already done so):
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
Change your Event Viewer settings

Based on the size of your contact center, change the size of the Windows
Application Log that hold events produced by the Contact Center Manager
Server application.
Back up the server

Create full, database, and (if applicable) RAID backups of the server. For
instructions, see Appendix C, “Back up data.”

Chapter 5
Install and configure the Standby

Server
In this chapter
Overview 248
Section B: Migrate the Active Server to the Standby Server 333
Section D: Prepare the Replication Server 449

Install and configure the Standby Server Standard 10.12
Overview
This chapter describes how to install the Contact Center Manager Server
software, License Manager software, and the Server Utility software.
ATTENTION
server.
Assumptions
The information in this chapter is based on the following assumptions:
The hardware platform, Windows Server 2003, is configured for use with
the Contact Center Manager Server software. For more information, see the
Nortel Contact Center Manager Server Technical Requirements and
Operating System Configuration Guide.
The switch is installed, operational, and configured for use with the Contact
The Nortel server subnet and the ELAN subnet (optional) are installed and
operational.
The server is setup as a standalone server. Co-residency is not supported in
Contact Center Standby Server. You cannot install a Standby Server for an
Active Server containing Contact Center Manager Server and Contact
Center Manager Administration or Communication Control Toolkit.

January 2008 Install and configure the Standby Server
Methods of server installation

How you install the server software depends upon the environment in which you
are working, as described in the following table.
Method Requirements
Run the installation program DVD drive

from the Contact Center DVD-
ROM. Use the DVD-ROM drive
that is part of the hardware
platform.
Run the installation program The remote PC is running Windows 2000 Server or
from a remote DVD-ROM drive Professional, Windows Server 2003 Enterprise or
that is accessible over the LAN. Standard, or Windows XP Professional.
Nortel does not recommend this The path name of the drive that contains the DVD
method, as network traffic can cannot contain spaces or underscores and must be a
interfere with proper installation. mapped drive using a drive letter, for example, Z:\.
Run the installation program A copy of the DVD on a remote hard disk (accessible
from a remote hard disk copy of over the LAN from the Contact Center Manager
the installation DVD. Server).
Nortel does not recommend this The path name of the directory that contains the copy
method, as network traffic can of the DVD cannot contain spaces or underscores and
interfere with proper installation. must be a mapped drive using a drive letter, for
example, Z:\CCM\R6.
Timing
The following installation times provide guidance on the time required for
software installation:
preinstallation (including operating system installation and configuration):
3.5 hours
installing the server software: 30 minutes
postinstallation tasks: 1 hour

These times can vary depending on the server, network infrastructure, and your
confidence level with the software. The proceeding installation times were
obtained on servers with the following specifications:
CPU: Intel Xeon 3GHz
RAM: 1.0 GB
Hard drive: 80GB 7200 RPM SATA with no RAID configuration
DVD drive: Internal IDE 8X DVD-ROM
Event logging
The SysOps Event log (D:\sysops.log) tracks events associated with any
installation, reinstallation, upgrade, or uninstallation operation. It also tracks any
fatal errors that interrupt these operations. Use any text editor (for example,
Notepad) to view the SysOps log.
What you need

The following checklist describes the software and equipment you need to install
Qty Description ✔
1 Contact Center DVD-ROM
1 License file. This file governs the software features you install.
Ensure that you have a copy of the license file on your server.
1 Windows Server 2003 CD-ROM.

Section A: Preinstallation
In this section
Step 1. Read the relevant documentation for an upgrade 252
Step 2. Gather the materials required for an installation 253
Step 3. Copy the latest Service Update to the server 254
Step 4. Perform a database integrity check on the Active Server 255
Step 5. Check the disk partition configuration on the Active Server 258
Step 6. Create a backup of the original 6.0 database 261
Step 7. Create a Platform Recovery Disk on the Active Server 277
Step 8. Prepare the Standby Server for Release 6.0 (optional) 281
Step 10. Install Windows Server 2003 288
Step 11. Ensure the computer name and DNS host name match 301
Step 12. Configure the operating system for remote access 305
Step 13. Install pcAnywhere version 11.5 on the Standby Server 312
Step 14. Copy the latest Service Update and Platform Recovery Disk 325
Step 15. Configuring the server 330

Step 1. Read the relevant documentation for

an upgrade

Read this chapter to understand the steps involved in a new installation.
(www.nortel.com).
ATTENTION
Before you install the Standby Server software, you must
read the Nortel Contact Center Manager Server Technical
Requirements and Operating System Configuration Guide.
guide provides information about the server specifications for a Contact
Center Manager Server and Replication Server.
Review the Nortel Contact Center Installer’s Roadmap on the Partner

Step 2. Gather the materials required for an

installation
You need the following materials before starting your installation.
Item Purpose and details
tape drive and tape driver Use tape drive to back up the database on the original
software server (Active Server) and restore it on the reconfigured
(required only if you are server.
backing up your database to a
tape drive, rather than a
remote directory on a network
computer)
blank tapes or data cartridges Use a blank tape to store the Active Server’s database
(required only if you are using the database backup procedure. The blank tape
backing up your database to a must be the correct type for the tape drive that you are
tape drive, rather than a using. The tape capacity must be large enough to contain
remote directory on a network the database backup.
computer)
blank preformatted disk Use a disk to create a Platform Recovery Disk that
contains the Active Server setup record and database
configuration.
Contact Center DVD-ROM Use to install Release 6.0 of Standby Server software on
the server.
license file This file controls the installed software features.

Windows Server 2003 The server already has Windows Server 2003 installed.
installation CD Ensure you have the documentation provided by
Microsoft available on-site when you configure the
operating system.

Step 3. Copy the latest Service Update to the

server
D on the Standby Server.
ATTENTION

underscores.

Step 4. Perform a database integrity check on

the Active Server
To ensure the integrity of the databases on the server, Nortel recommends that
you perform a database integrity check before you create a backup of your
database. This step is highly recommended to capture any database consistency
problems.
Remember that a database integrity check can take from 1 to 3 hours, and that
the server must be offline during the check. You can perform the check ahead of
time, but make it as close as possible to the time of the database backup.
Follow the next procedure to perform a database integrity check on the server.
Performing a database integrity check on the Active Server

Manager Server > Migration.
Result: The Platform Migration Utility window appears.

3 Click Database Integrity Check.

4 Click OK.
Result: The system displays messages as it checks the status of each
service running on the server. All Standby Server services are shut down.
5 Wait until the following window appears.
6 Click Accept to start the database integrity check.

7 Click OK.
Result: A DOS window appears.

8 Do not close this window. The database integrity check takes from 1 to 3
hours to complete. You may not see any activity on the screen, but you
should notice continuous disk activity.
10 Click OK.
11 Click Close to close the Platform Migration Utility window.
12 Check the database check log (C:\DbChk.log) for database errors. To do
this, use a text editor (such as Notepad).
When you check the log file, search for key words such as ERROR or MSG.
Contact your Nortel customer support representative for any detected
database error. Do not put the server into service if any detected database
errors exist, even though the server seems to operate normally.
13 Restart the server to start the Standby Server services required to perform
the backup.

Step 5. Check the disk partition configuration

on the Active Server
Record the disk partition configuration of the Active Server so you can use it to
determine how to partition your new server (Standby Server).
Checking the disk partition configuration on the Active Server

1 From the Start menu, choose Administrative Tools > Computer
Management > Disk Management.
Note: Go to Start > Programs > Administrative Tools > Computer
Management > Disk Management, if you use the Classic Start menu.
2 Record the following information on the “Disk partition configuration
worksheet” on page 259:
the displayed disk number
the logical disk drive letter assignments
the size of each partitioned disk
3 Ensure that the Standby Server has enough disk space to create the
required partitions.
The following table presents an example of disk partition configuration.
Disk drive
letter Disk partition size Disk partition size
Disk number assignment (stand-alone) (co-resident)
Disk 0 C 16 GB 32 GB
Disk 0 D 4096 MB NTFS 4096 MB NTFS
DVD-ROM 0 E n/a n/a
Disk 1 F 32 GB 32 GB

Disk partition configuration worksheet
Disk drive letter

Disk number assignment Disk partition size
Check the RAM size on the Active Server

The total physical RAM of the reconfigured server must meet the requirements
for a Contact Center Manager Server Release 6.0 server. For RAM
requirements, see the Contact Center Manager Planning and Engineering
Guide.
Checking the RAM size on the Active Server

1 From the Start menu, choose Control Panel > System > General tab.
Result: The System Properties window appears, with the General tab
displayed.
2 Record the RAM size on the RAM size worksheet.

RAM size worksheet
Item Fill in the required information
RAM size

Step 6. Create a backup of the original 6.0

database
Create a backup of the database of the server. You can use the backup to recreate
the Active Server if the upgrade fails. The Active Server can remain online while
you back up the database. However, consider the following information before
you proceed with the backup:
An online backup adds an additional load on the Active Server and reduces
overall contact center performance. Nortel recommends that you perform
backups during non-peak traffic hours. Do not change any contact center
configuration or user setup information during the database backup
operation.
If your server continues to receive calls after the backup, some call statistics
and data pegging will be missing from the backup. If it is important that
all call statistics and data pegging be migrated to your Standby Server,
take the Active Server offline immediately following the database
backup. Ensure that the server remains offline until you install Contact
Center Manager Server on the Standby Server.
Options for database backup

You can back up and restore the database using either a tape or a remote
If you want to use a tape drive for the database backup, proceed to “Back up
the database to a tape” on page 262.
If you want to use a network drive for the database backup, proceed to
“Back up the database to a remote directory” on page 264.

Back up the database to a tape

Follow this procedure to back up the database to a tape. To help calculate the
speed of database backups to tape, perform a trial run of the backup at least
several days before the upgrade. Keep in mind that the time required to do a
database backup can vary between the trial run and the actual backup day.
To see sample time measurements for tape backup and restore, see
“Requirements for backups” on page 917.
To calculate the capacity requirements for tape or remote directory backups, see
“Calculate the capacity requirements for database backups” on page 924.
Backing up the database to tape

1 On the Active Server, insert a blank tape into the tape drive.
2 Ensure the services on the server are up.
Note: A database backup uses the CCMS HDM service. If this service is
down, the database backup cannot start.
Manager Server > Database Backup.
Result: The Database Backup Utility window appears.
4 Select Local Tape Drive, and click Next.

5 Verify that the database tape is in the tape drive, and click Start Backup.
Result: A DOS window appears showing the progress of the database
backup.
The remote backup process begins. This can take from 30 minutes to 3
hours to complete, depending on the size of your database, the speed of
your computer, and network traffic. Leave the DOS window open so you
can see the backup completion message.
6 Wait until the completed OK message appears in the DOS window.

7 Press Enter, type quit, and press Enter again.

Result: The Remember to schedule regular database backups window
appears.
8 Click OK.
9 After the database backup is complete, remove the backup tape and save
it.
10 Check whether any events are recorded in the event log on the client PC
from which you scheduled the backup. If there are any errors, check the
database backup log files on the server. These files are located at the
following paths: C:\Windows\System32\Backup.log and
D:\Sybase\ASE-12_5\Install\backup.log.
Back up the database to a remote directory

Follow this procedure to back up the database to a remote directory. To help
calculate the speed of database backups to a remote directory, perform a trial run
of the backup at least several days before the upgrade. Keep in mind that the
time required to do a database backup can vary between the trial run and the
actual backup day due to several factors.
ATTENTION
Before you back up your database to a remote directory,
check your remote folder configuration by following the
guidelines listed in the section “Test the remote directory
backup and restore configuration” on page 944.
For a list of the variables that can affect the speed of your backup and restore,
see “Backup speeds” on page 912.
To help you calculate space requirements before you back up the database, see
details about the DBSpace utility in the section “Calculate the capacity
requirements for database backups” on page 924.

Set up the database backup to a remote directory

First, identify the computer onto which you are going to back up the database.
You must then set up the connection between the server and the remote
directory.
The following section explains the requirements for the remote computer and
network.
Remote computer requirements

The remote computer for your database backup can be either a server or a
workstation that meets the following requirements:
The operating system must be Windows Server 2003, Windows 2000
Server, Windows 2000 Professional, or Windows XP Professional.
The drive partition for the remote directory must be NTFS.
The directory for the backup must have enough space available to hold the
backup files.
Network requirements
The network must meet the following requirements:
The remote computer must be on the same network as the server.
The network connection must be through the Nortel server subnet. Ensure
that the Nortel server subnet has low traffic during the scheduled time for
the database backup. If you run the backup when Nortel server subnet
traffic is high, the database backup can take longer than planned.
Files created during remote directory backup

The remote backup process creates the following files.
File Description
blue.dmp Contains the contents of the Blue database.
cbc.dmp Contains the contents of the CBC database.
master.dmp Contains the contents of the Master database.
miginfo.txt Contains configuration details.

rbackup.txt Includes details about the user name, password, and path
used when you perform a database backup to a remote
directory.
dbseg.txt Contains information about the data and log segments in

your database.
dbdvc.txt Contains information about the size and location of your
database files.
Worksheet for setting up a remote directory backup

Set up an account, password, and a shared directory on the network computer in
preparation for a remote directory backup. Create names for these items ahead of
time and record them in the following table.
Fill in the required

Item information
User name
Create a name and assign it to two user accounts—
one on the network computer and the other on the
server. The names must be identical on both
computers.
User account password

Create a password and assign it to the two accounts
described in the previous step. The passwords must
be identical on both computers.
Computer name of the network computer

Obtain and record this name. This is required to back
up the database.
Share name for the remote directory

Create and assign a share name to the directory on
the remote computer. The share name can be the
directory name (this is the default in Windows) or a
different name.

Prepare the network computer for remote directory backup

After you determine which network computer to use for the remote directory
backup, you must create a local Windows user account on it and then create a
shared directory to contain the remote backup. Use the steps outlined in the
following procedure, along with the documentation that came with the operating
system, to correctly set up the user account and shared directory.
The following procedures do not provide detailed steps because they differ
depending on the operating system on your network computer.
Creating the local Windows user account on the network computer

1 Create a new user account in Windows using the user name and password
that you recorded in the worksheet.
a. From the Start menu, choose Programs > Administrative Tools >
Computer Management.
b. In the left panel, navigate to Local Users and Groups > Users.
c. Right-click Users and select New User from the shortcut menu.
d. Enter the user account details in the New User window.

CAUTION
Risk of database backup failure

.
When you create the new user account in Windows, you must
clear the check box for User must change password at next logon.
If this check box is selected, Contact Center Manager Server
cannot connect to the remote computer.
2 Make the user account a member of the Administrators group.
Creating and sharing the remote directory on the network computer

1 On the network computer, create a directory (folder) to contain the
database backup. Use the share name you recorded in the worksheet.
Note: The name of the remote directory must not contain any spaces.
Spaces in the remote directory name cause errors.
2 Ensure file sharing is enabled on the network computer.
3 Make the directory shared, and assign the share name that you recorded in
the worksheet.
4 For the shared directory permissions, grant Full Control access rights to the
user account that you created in the previous procedure.
Result: The network computer is now set up for remote directory backups.
You must now prepare the server using the following procedures.
5 Record the computer name of the network computer in the worksheet.
Prepare the server for remote directory backup

On the Active Server, create a local Windows user account that is identical to the
account you created on the network computer. Then add the account to the
policy Log on as a service. The following procedure provides the detailed steps.

Setting up the local Windows user account on the Active Server

1 Log on to the Active Server as Administrator.
2 From the Start menu, choose Programs > Administrative Tools >
a. In the left panel, navigate to Local Users and Groups > Users.
b. Right-click Users and select New User from the shortcut menu.
Result: The New User window appears.
3 In the User Name box, type the same user name you assigned to the
account on the network computer.
4 In the Password box, type the same password you assigned to the account
on the network computer.
5 In the Confirm Password box, type the password again.
6 Clear the check box for User must change password at next logon.
Note: If you do not remove this check mark, the restore can fail because
the Contact Center Manager Server cannot access the network computer.
7 Click Create.
8 Click Close.

9 In the left panel of the Computer Management window, click the Users
folder to display its contents in the right panel.
10 In the right panel, right-click the new user you just created, and select
Properties.
Result: The Properties window for the user appears.
11 Click the Member Of tab.
12 Click Add.
Result: The Select Groups window appears.
13 Click Advanced.
Result: The Select Groups search window appears.
14 Click Find Now.
15 Select Administrators.
16 Click OK.
Result: The Select Group search window closes.
17 Click OK.
18 When the Member Of tab reappears, click Apply and then click Close.
19 Close all windows that remain open.
Logging on as a service
1 On the Active Server, select Start > Administrative Tools > Local
Security Policy.
Note: Go Start > Programs > Administrative Tools > Local Security
Policy, if you use the Classic Start menu.
Result: The Local Security Settings window appears.
2 In the left panel, navigate to Local Policies > User Rights Assignment.
Click User Rights Assignment to view its contents in the right panel.

3 From the right panel, double-click Log on as a service.

Result: The Log on as a Service window appears.
4 Click Add User or Group.
Result: The Select Users or Groups window appears.
5 Click Advanced.
6 Click Find Now.

7 In the Name column, select the user account that you just created, and
then click OK.
Result: The account appears in the text box.
8 Close the Local Security Settings window.
Backing up the database to a remote server
ATTENTION
1 Ensure the services on the Active Server are running.

Note: A database backup uses the HDM service. If this service is down, the
database backup cannot start.
2 On the Active Server, select Start > Programs > Nortel Contact Center >

3 Ensure Network Disk is selected, and click Next.

Result: The configuration window appears.
4 In the Account box, type the user name you recorded in the worksheet on
page 266. This must be the same user name you assigned to the account
on both the network computer and the server.
5 In the Password box, type the password you recorded in the worksheet on
page 266. This must be the same password you assigned to the account on
both the network computer and the server.
6 In the Network Path box, type the network path for the shared directory
you created on the network computer. Use the following format:
computername\sharename
Refer to the computer name and share name that you recorded in the
worksheet on page 266.
7 Click Next.
Result: Contact Center Manager Server is now set to back up the
database from the remote directory on the network computer.

8 If your backup is already scheduled, the system automatically sends the

database backup files to the remote directory.
9 If your backup is not scheduled, click Start Backup; otherwise, click

Cancel to save your settings and exit.
Result: The services start, and then the following window appears.

A DOS window appears showing the progress of the database backup.


12 Click OK.
Result: The backup is complete.
The backup log for your backup is located at
D:\Nortel\data\backup\BackupLogs\dbbackup.log.
13 Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file
dbbackup.log (with Notepad). If your database backup succeeded, the log
contains the following lines of text:
[SERVER MESSAGE]:Backup Server: 3.42.1.1: DUMP is
complete (database cbc).
complete (database blue).
complete (database master).
This database backup log does not have any errors or
warnings.
If your database backup log contains the text in the previous example,
your backup succeeded. Close the log file.
If your database backup log contains any messages or errors, this can
indicate a problem with the backup. Navigate to the folder
D:\sybase\ASE-12_5\install and open the file backup.log (with
Notepad). This file can indicate the source of the problem. Retry the
backup and check the backup log again. If the log still contains
messages or errors, contact Nortel product support.

Step 7. Create a Platform Recovery Disk on

the Active Server
Create a Platform Recovery Disk to gather required information from the server,
such as its setup record and database configuration. The Platform Recovery Disk
contains the file MigInfo.txt, which includes important details about how the
server is configured.
Even if a Platform Recovery Disk is available, ensure you create a new one to
include the latest PEPs and SUs.




following tasks:
d. Click OK.


window appears.
e. Click OK.
the migration.
down the services.
clearly.
window.

Contents of the Platform Recovery Disk

The Platform Recovery Disk contains the following support files:
dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt

Step 8. Prepare the Standby Server for

Release 6.0 (optional)
You must complete the base configuration of your Standby Server before you
can install Release 6.0 of the Contact Center Manager Server software and
restore your database. Complete this step only if you perform tape backups.
Reviewing the Contact Center Manager Server software requirements

and setting up the tape drive on the Standby Server
1 Review the list of requirements for a Release 6.0 server, and ensure that
your server meets each requirement. See Chapter 2, “Contact Center
Standby Server requirements.”
2 If the new platform is equipped with a tape drive and driver software that is
not compatible with that of the Active Server, remove the tape drive and
install a compatible drive and its driver software on the new platform. For
more information, see the maintenance guide for your hardware platform.
CAUTION
Risk of database restoration failure

.
The database backup that you make on the Active Server

must be compatible with the tape drive subsystem on the
Standby Server (driver software, tape drive, and tape media).
Otherwise, you cannot restore your database. For more
information, see Step 3. “Copy the latest Service Update to
the server” on page 254.”
Note: Nortel recommends that you test your network connection before you
prepare your Standby Server for full service.


Use the following checklist to record information required for your Windows
Server 2003 and Contact Center Manager Server installation. You can refer to
this checklist for specific information during the installation. Some information
is in the Platform Recovery Disk you created. However, it is still a good idea to
record the information for reference.
Step Details ✔
operating system.
__________________
Computer name ___________________________
Not from the Reserved word list in “Reserved
words” on page 1068.

Step Details ✔

information.
Switch name _____________________________
reference only.
192.168.100.50) _________________________
192.168.100.60) _________________________
Notes:

Step Details ✔

information
Switch name _____________________________
_______________________________________
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
___________________________________________

Step Details ✔
IP address _______________________________
Subnet mask ______________________________
________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP address _______________________________
Subnet mask ______________________________
__________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
Replication Server
information.

information.
__________________________________________
here.
__________________________________________

Step Details ✔
installation.

Step 10. Install Windows Server 2003
You must perform a fresh installation of Windows Server 2003 on the Standby
Server. Use the following checklist to perform a new installation of Windows
Server 2003.
When you install Windows Server 2003, remember to do the following:
Delete all existing partitions on the primary drives (do not alter the disabled
drives) and format the drives.
Create a new drive C partition on which to install the Windows Server 2003
operating system.
Configure the LAN network cards with the appropriate network IP
configuration (for example, subnet mask and default gateway) for the
subnet on which the server is located. The Standby Server must be
configured with a different computer name and IP address from the Active
Server.
Check that the virtual memory allocation (swap file) on the Standby Server
is RAM size times 1.5. Set both the initial and maximum size to this value.
Partition the disks to at least the minimum recommended size. For more
information, see the Contact Center Manager Planning and Engineering
Guide.
If you use a tape drive for database backup and restore, ensure the tape
drive is compatible with the current operating system and hardware
standards. For more information, see the Nortel Contact Center Manager
Planning and Engineering Guide.
Ensure that the new drives are installed with the correct RAID
administration utility (if your server is equipped with RAID). The RAID
software is platform-specific and is installed differently for each platform.

Perform a new installation of Windows Server 2003

Use the following checklist to perform a new installation of Windows Server
2003.
Install Windows Server 2003
Step Details ✔
1 Set up your If your server uses RAID, ensure the RAID configuration is set
RAID up according to the manufacturer’s instructions.
configuration.
2 Obtain the Use either Windows Server 2003 Standard Edition or Enterprise
Windows Edition.
Server 2003
CD-ROM.
Do not use Windows Server 2003 Datacenter or Web editions.
3 Start the Start installing Windows Server 2003 according to the

Windows instructions supplied with the operating system. Follow the on-
Server 2003 screen instructions to create a partition for the operating system.
installation. This partition must reside on drive C of your server on an NTFS
partition.
The Windows Server 2003 installation copies the operating
system files to the installation folders on the new partition.
When the copy process is complete, the system restarts. The
Windows Server 2003 Setup wizard appears.
4 Complete the Use the following guidelines in this table to complete the
Windows Windows Server 2003 Setup wizard.
Server 2003
Setup wizard.
Regional Complete this window as required for your site.

Settings
window
Personalize Complete this window as required for your site.

Your Software
window

Step Details ✔
Licensing Nortel recommends that you use the Per server licensing mode
Modes and that you have a minimum of five concurrent connections.
window This is the default.
Computer Enter the computer name and administrator password.
Name and
Pay close attention to the naming rules for the computer name as
Administrator
Password
described in the Contact Center Manager Planning and
window Engineering Guide (no spaces, hyphens, or underscores are
allowed).
Date and Complete this window as required for your site. Make sure the
Time Settings correct time zone is set for the server.
window
Attention: To configure the daylight savings settings on your
server, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that
the Automatically adjust clock for daylight saving
changes check box is cleared.
If you are using a CS2x00/DMS switch, ensure that the
Automatically adjust clock for daylight saving changes
check box is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing
feature and are setting the time zone for the Network Control
Center server, ensure that the Automatically adjust clock
for daylight saving changes check box is checked.
Modem Complete this window as required for your site.
Dialing
This window appears if you have a modem attached to the
Information
window
server. If this window does not appear, proceed to the next
window.
Networking After the system installs the networking components and the
Settings status bar finishes scrolling, select Custom settings.
window

Step Details ✔
Networking Use this window to select networking components and set up

Components the TCP/IP parameters for the Nortel server subnet and ELAN
window network interface cards.
Networking components selection
After detecting the first network card, the Windows Server 2003
Setup wizard displays a list of networking components for that
card. For each network card, the following three components are
selected by default. Do not deactivate any of the following
default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet
and ELAN cards
Complete the following steps for each card that the Setup
wizard detects on your server.
1 Click Internet Protocol (TCP/IP), and then click
Properties.
2 In the General tab, type the IP information required for the
card (for example, IP address, subnet mask, and default
gateway). Consult with the network administrator for the
site.
3 To complete the installation successfully, you must type an
IP address for each network interface card. If you do not yet
have the correct IP addresses for the cards, then type
dummy IP addresses now. Remember to reconfigure the
cards with the correct addresses later.
4 From the General tab, click Advanced. Use the DNS and
WINS tabs to type information about DNS and WINS
servers. Consult with the network administrator for the site.

Step Details ✔
Workgroup or Adding computer to a workgroup

Computer
1 Select No, this computer is not on a network, or is on a
domain
network without a domain.
window
2 In the Workgroup or computer domain box, type the
workgroup name.
You can add the server to a domain after you install Contact
5 Log on to After the Windows Server 2003 Setup wizard installation of the
Windows operating system is complete, you must configure the operating
Server 2003. system before you install Contact Center Manager Server
software. Remove the CD-ROM.
When you log on to Windows Server 2003 for the first time, the
Windows Server 2003 Manage Your Server wizard appears.
This wizard is not necessary for Standby Server functionality.
Proceed to the next step (Step 6) to configure additional server
software.
Tip:
Select the Don’t display this screen on startup option.

Step Details ✔
6 Add or Use Add or Remove Programs to configure your Windows

remove Server 2003 operating system.
programs.
Using Add or Remove Programs
1 Go to Start > Control Panel.
Note: Go to Start > Settings > Control Panel, if you use
the Classic Start menu.
2 Double-click Add or Remove Programs.
3 Click Add or Remove Windows Components to view a
list of the installed components.
4 Click Application Server, and then click Details to deselect
IIS on the components list. IIS is an subcomponent of
Application Server and is selected by default.
5 Select Management and Monitoring Tools, and then click
Details.
6 Select the check box beside SNMP. If it is selected already,
SNMP is installed.
7 Click OK to return to the Add or Remove Windows
Components property page.

Step Details ✔
7 Check the Verify that the virtual memory on the server is RAM size times
virtual 1.5. Set both the initial and maximum size to this value. If the
memory virtual memory is smaller, increase it to RAM size times 1.5.
settings. Nortel recommends that the paging file be located on drive C.
Verifying the virtual memory on the server
2 Click System.
3 On the General tab, take note of the RAM size.
4 Click the Advanced tab, and then click Performance
Settings.
5 Click the Advanced tab again.
6 Click Change to view and make changes to the virtual
memory settings.
7 Restart the server if prompted.
For a system with 512 MB of RAM, the default minimum
paging file size is 768 MB and the default maximum paging file
size is 1 GB. To optimize performance, Microsoft recommends
that the minimum paging file size equal the maximum paging
file size. Nortel recommends that you set both the minimum and
maximum paging file sizes to RAM size times 1.5.
If any of the following conditions apply, the system complete
memory dump is not generated when the system stops
unexpectedly:
Multiple paging files are distributed over separate disks.
The paging file is not located on drive C.
Physical RAM size is larger than 2 GB.

Step Details ✔
Check the Due to the limitations presented by large paging files, Nortel
virtual recommends that the following:
memory
settings
Set the minimum and maximum paging file sizes to 1.5 x
(continued). RAM, up to a maximum paging file size of 4 GB.
Add the paging file to the drive C partition only. Do not
create paging files on database partitions or other partitions.
8 Configure the Configure a direct serial connection for the modem hardware
modem connected to your server. The modem uses COM 1.
connection
Configuring a direct serial connection
for remote
access. 1 Go to Start > Control Panel.
2 Double-click Phone and Modem Options.
3 Click the Modems tab, and then click Add.
Note: If you have not configured a modem on the server,
the Location Information screen appears first. You must
completed the Local Information screen before the Modems
tab can be accessed.
4 Follow the instructions in the Add or Remove Hardware
Wizard to detect the modem and install the driver.
9 Configure the Configure an incoming connection on the server to allow for

operating remote support through the dial-up modem.
system for
remote
access.

Step Details ✔
10 Check the Attention: You must complete the procedure in this section if
bindings you have more than one network card. If you do not have the
order for the correct binding order, you may encounter problems when you
Nortel server want to restore your database.
subnet and
ELAN cards. You only require one network interface card. However, if you
have more than one network interface card, you must configure
the bindings order of the network interface cards so that the
Nortel server subnet card is first, then the ELAN card, then the
virtual adapters for remote access.
Configuring the bindings order of the network interface
cards
3 Click either the Nortel server subnet or ELAN connection,
and then from the Advanced menu, click Advanced
Settings.
4 In the Connections box, ensure the Nortel server subnet
connection is listed first. If it is not first, adjust the order.

Step Details ✔
11 Check the Use the Windows Device Manager to check that the required
serial port serial ports exist. You require COM1 to provide remote support,
configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on
Meridian Mail.
Checking the required serial ports
2 Click System, and then click the Hardware tab.
3 Click Device Manager, and then double-click Ports (COM
& LPT) to view the communications ports.
4 For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
If a required port does not exist:
1 Ensure that the port is installed.
2 Go to the BIOS and correct the address of the missing port.

Step Details ✔
12 Format all Ensure that the disk drives on the server are formatted according
disk drives. to the requirements for Contact Center Manager Server Release
6.0.
If the Welcome to the Write Signature and Upgrade Disk wizard
appears, click Cancel. This wizard is only for configuring
dynamic disk partitioning. Release 6.0 supports Windows basic
disk partitioning and dynamic disk volumes. When you partition
your drives, do not use the Windows option to upgrade to
dynamic disks.
Ensuring the disk drives are formatted correctly
1 From the Start menu, choose Programs > Administrative
Tools > Computer Management.
2 Under Storage, click Disk Management to view and
change disk partitioning.
3 Configure all partitions (D, F, G, and other additional drives)
as logical drives within extended partitions on the basic
disks.
Note: The operating system resides on the C partition. This
must be the only primary partition.

Step Details ✔
a. Right-click each disk that you want to configure.

b. On the shortcut menu, click Create Partition.
c. Follow the prompts in the Create Partition Wizard to
create an extended partition for each disk.
d. Right-click each disk.
e. On the shortcut menu, click Create Logical Drive.
f. Follow the prompts in the Create Partition Wizard to
create logical drives for each disk.
Note: When you create the extended partitions, you must
create the logical drives by specifying their size and drive
letters.
When you right-click a disk, if you see Write Signature in the
shortcut menu, you must choose this option to write a disk
signature before you proceed with creating partitions and logical
drives.
13 Install any If your server requires any additional drivers for your hardware
additional configuration, install them.
drivers
required for
your
hardware
configuration.
14 Test the Use the ping command to test both the Nortel server subnet and
network ELAN subnet network connections.
connection.
15 Install the Install the latest Windows Server 2003 service pack that is
Windows validated with Contact Center Manager Server. You can obtain
Server 2003 this information from the Contact Center Portfolio Service
service pack. Packs Compatibility and Security Hotfixes Applicability List,
available on the Partner Information Center Web site

Step Details ✔
17 Install the After you install Windows Server 2003, depending on your
Internet version of the software, you must download and install the
Group Internet Group Management Protocol (IGMP) patch from
Management Microsoft to receive multicast data properly.
Protocol
patch from To download and install the patch, and to find out which
Microsoft. versions of the Windows Server 2003 software require it, you
must contact Microsoft Product Support Services, as described
in the knowledge base article listed on the Microsoft Web site
(www.microsoft.com).
If your version of Windows Server 2003 requires this patch, but
you do not install it, your server cannot reliably receive
multicast data from the server in Contact Center Manager
Server.

Step 11. Ensure the computer name and DNS

host name match
You must ensure your computer name and DNS host name match exactly,
including uppercase and lowercase letters. If these names do not match, you
cannot install the Contact Center Manager Server software.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and type the computer name in uppercase
letters. In Windows, your entry is used to set both the computer name and the
DNS host name. However, after the operating system is installed, you may find
that Windows set the DNS host name in uppercase letters as you entered it, but
the computer name is set in all lowercase letters. Use the following procedures
to check the names and, if necessary, change them.
Ensuring the computer name and DNS host name match

1 After you install the operating system, log on to the Standby Server as
Administrator.
2 From the Start menu, choose Control Panel, and then click the System
icon.
Result: The System Properties dialog box appears.

3 Click the Computer Name tab.

Result: The Computer Name page appears.
4 Write down the full computer name exactly as it appears, including case.
Note: Ignore the period at the end of the full computer name.
5 Click Change.
Result: The Computer Name Changes window appears.
6 Click More.
Result: The DNS Suffix and NetBIOS Computer Name window appears.

7 Compare the NetBIOS computer name on this window with the full
computer name that you wrote down to determine whether the names
match exactly, including case.
If the names match, close the windows you opened, and then continue
with the configuration of your server.
If the names do not match, complete the following procedure.
Updating the computer name to match the DNS host name
This procedure is a continuation of the previous procedure.

1 Write down the NetBIOS computer name exactly as it appears.
2 On the DNS Suffix and NetBIOS Computer Name window, click Cancel.
3 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step 1 on page 303, and click OK.
Note: If the only difference between the two names is the case (uppercase
or lowercase letters), you cannot click OK to register the change because
Windows does not recognize changes to case. In this situation, perform the
following workaround:

a. Type any character at the end of the computer name to enable the OK
button.
b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
Result: The System Properties window appears.
d. Click Change.
e. Go back to step step 3 on page 303.
Result: The system prompts you to restart.
4 Click OK.
5 Click OK to close the System Properties window.
Result: The system prompts you to restart the server.
6 Click Yes.
7 When the system restarts, log on to the server as Administrator.
8 To ensure the names match now, repeat the procedure Step 11. “Ensure
the computer name and DNS host name match” on page 301.

Step 12. Configure the operating system for

remote access
For support personnel to connect remotely to the server, you must configure
remote access on the server. This section shows you how to configure the
operating system for a workgroup only.
Configuring the operating system for remote access (workgroup)

1 From the Start menu, choose Control Panel > Network Connections >
New Connection Wizard.
Result: The New Connection Wizard window appears.

2 Click Next.
Result: The Network Connection Type window appears.
3 Click Set up an advanced connection, and click Next.

Result: The Advanced Connection Options window appears.

4 Ensure Accept incoming connections is selected, and click Next.

Result: The Devices for Incoming Connections window appears.
Note: The Devices for Incoming Connections window only displays if there
is a modem or other connection device installed. If there is no modem or
connection device, the Incoming Virtual Private connection window
appears.

5 Ensure that the server modem appears in the Connection devices box
with a check mark beside it, and click Next.
Result: The Incoming Virtual Private (VPN) Connection window appears.
6 Click Do not allow virtual private connections, and click Next.

Result: The User Permissions window appears.

7 Select the Administrator check box, and click Next.

Note: After you install the Contact Center Manager Server software, three
additional users appear in this box: NGenSys, NGenDesign, and NGenDist.
Ensure that check marks are beside these names so that these users can
connect remotely to the server.
Result: The Networking Software window appears.
8 Ensure that default check marks appear beside the three components, as
shown in the preceding illustration.

9 In the Networking Software box, select Internet Protocol (TCP/IP), and

then click Properties.
Result: The Incoming TCP/IP Properties window appears.
10 Ensure that the check box beside Allow callers to access my local area
network is not selected.
11 Select the Specify TCP/IP addresses option.
12 In the From and To boxes, specify a range of IP addresses in the same
subnet as the Nortel server subnet IP address. This range must include at
least two available IP addresses.
Note: Obtain the range of addresses from your network administrator.
Remote access uses the first IP address. The remaining IP addresses are
loaned to each dial-in client. Your administrator must select the range
carefully.
13 Ensure that the check box beside Allow calling computer to specify its
own IP address is not selected.
14 Click OK.

15 In the Networking Software window, click Next.

Result: The Completing the New Connection Wizard window appears.
16 Click Finish.
Result: The new connection appears in the Network Connections folder.
17 Right-button click the new connection icon.
18 Choose Rename from the shortcut menu.
19 In the highlighted field type the name of the incoming connection as you
want it to appear in the Network Connections folder.

Step 13. Install pcAnywhere version 11.5 on

the Standby Server
One licensed copy of pcAnywhere 11.5 for host computers only is provided for
the server on the Contact Center DVD. This software license enables you to
pcAnywhere is required on the Contact Center Manager Server for all four
remote technical support options:
serial port COM1
port
pcAnywhere on the client PC

To install pcAnywhere 11.5 on the client PC, you must purchase a separate
license for the client PC.

During installation the following installer information is required.
User name
Organization
Destination directory Nortel recommends that you install to the default
directory

changes and transfer them to the Standby Server.

1 Log on to the Standby Server as Administrator.
Note: If the Terminal Server Install Failure dialog box appears, you must
launch the pcAnywhere installer from Add or Remove Programs. This
occurs because Terminal Services must be in Install Mode before you can
install an application.
Terminal Services is not required on the server.
a. Click Add or Remove Programs to open the Add or Remove
Programs window.
b. Click Add New Programs.
c. Click CD or Floppy.
d. Click Next.
Result: The program finds the setup.exe file on the DVD and the
installation begins.
5 Click Next.


9 Click Next.
10 Click Install.

1 On the Standby Server, log on to Windows as Administrator.
ATTENTION
pcAnywhere.

3 Continue with the following procedure to configure pcAnywhere 11.5 user
access rights.



restrict the use pcAnywhere to appropriate users (for example, Nortel support
1 Exit pcAnywhere.
d. Scroll down until you see Show Hidden Files and Folders, and then
select this option.
e. Click OK.
3 Right-click the pcAnywhere folder icon, and then click Properties.

5 In the Name box, select Administrators.


Note: If the system asks you to register pcAnywhere, click Skip, and then
Result: The Hosts option on the pcAnywhere Manager pane is selected.

5 On the Connection Info tab, ensure that only the TCP/IP check box is
selected.

7 In the Host startup area, ensure that the Launch with Windows and Run
minimized check boxes are selected.



12 In the Confirm Password box, type the same password again.

according to its Login ID.


19 Ensure that Enable conferencing and Obtain IP address automatically

are selected, as shown in the following example.
Note: If you find that your connection to a conferencing session times out,
when you try to log on, you must change Allow conference over value to a
number greater than 0.
Network icon settings.
ATTENTION
23 Click OK to apply all pcAnywhere Host PC settings.



Step 14. Copy the latest Service Update and

Platform Recovery Disk
Before you install the Release 6.0 Contact Center Manager Server software on
the Standby Server, you must do the following:
Copy the latest Service Update pack to drive D on the Standby Server.
Copy the Platform Recovery Disk previously backed up from the Active
Server to drive D:\OldPrd on the Standby Server.
ATTENTION
Do not install the Service Update pack. The installation
program installs it automatically at the appropriate time
when you install the server software.
A Service Update is included in the Supplementary SU folder on the DVD

shipped with your software. However, check for a more recent Service Update
pack on the Enterprise Solutions PEP Library Web site at
http://www.nortel.com/espl.
Copying the latest Service Update pack and Platform Recovery Disk
to the server
1 Insert the Contact Center Release 6.0 DVD into the DVD-ROM drive.
Note: If you are installing from a network shared drive, map the DVD to a
drive letter on the server.
2 Navigate to the Supplementary SU folder on the DVD or the shared drive
and copy the Service Update (for example, CCMS_6.0_SU_92.msi) to the
root of drive D.
3 Create a directory called OldPrd in drive D.
4 Insert the Platform Recovery Disk you created previously into drive A.
5 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd.

Before you begin

install.

installed.
patch.

8 Click Next.

9 Click Install.
window appears.
10 Click Finish.



install this patch after you install the Contact Center Manager Server software
on the Standby Server.

Step 15. Configuring the server
This section contains additional information on the configuration of the server.
Set user account policies

Before you install the Contact Center Manager Server software, you must ensure
that the account policies for the users on your server meet the following
guidelines:
The disable password must meet complexity requirements.
The minimum password age is set to 0.
The minimum password length is 0 characters.
Use a password history of 0.
Store the password using reversible encryption 0.
Change the account policy to meet your requirements after you complete the
installation.
Accessing user account policies

1 Go to Start > Administrative Tools > Local Security Policies.
Result: Local Security Settings windows open.
2 Expand Security Settings > Account Policies > Password Policy.
Result: Password Policy setting appear.
Switch type
Ensure that you are you using the same type of switch that you used for Active
Server.

Verify your Standby Server package

Before you install the Contact Center Manager Server software, ensure you
know which package you are going to install so that you can type the correct
information during the installation.


Section B: Migrate the Active Server to

the Standby Server
In this section
Step 16. Migrate the Active CCMS to the Standby Server 334
Step 19. Install the Server Utility (optional) 386

Step 16. Migrate the Active CCMS to the

Standby Server
You must use the following migration procedure to install the Contact Center
Manager Server software to ensure that the Standby Server is installed and
configured similarly to the Active Server.
Migrating the Active Contact Center Manager Server to the Standby

Server
2 Insert the Contact Center DVD (autorun initiates), or map to a network DVD
and run Setup.exe.
Result: The Welcome to Nortel Contact Center 6.0 main menu appears.

3 Select the following components:

License Manager
Server Utility (if it is installed on the Active Server)
Note: If Contact Center Manager Server is co-resident with License
Manager, select Contact Center Manager Server and License Manager.
4 Click Install.
5 Click Start.
Result: The Contact Center - Manager Server - InstallShield Wizard
window appears.

6 Click Next.
7 In the Server Type section, select Standalone (default).

8 In the Install Type section, select Upgrade from 4.2 database Migration
of 5.0 or 6.0 database.

9 Click Next.
Result: The preinstallation checker starts, and the Pre-Install Check
window appears.
10 Review the information in the tabs on this window. Nortel recommends that
you fix any errors before you continue the installation. If you make any
changes, click Refresh to rerun the preinstallation checker.

11 Click OK.
Result: The CCMS Configuration window appears.

configuration automatically. Click Next and proceed to step 13.
If you want to enter all configuration data after the installation, select

13 Click Next.
14 Verify the information in the Customer Name box.

15 Verify the information in the Company Name box.

16 Click Next.
17 Ensure that the appropriate switch type is selected, and click Next.

18 Verify the settings for the switch.

Note: If you are working in a Campus Redundancy setup, type the same
switch information you used on your Active Server. If you are working in a
Geographic Redundancy setup, type the information for your new switch.
19 From the CCMS Package list, select the Standby Server package.
If you are using Campus Redundancy, type the same serial number you
used on the Active Server.
If you are using Geographic Redundancy, type the serial number for the
secondary switch.
Note: If the License Manager resides on the Standby Server, type the IP
address for the Standby Server.
Note: You can change the Primary License Manager IP address when the
23 In the Secondary License Manager IP box, type the Secondary License
Note: You can change the Secondary License Manager IP address when
the installation is complete.
is 3998.


Result: The Package Feature window appears.
following tasks:


subnet.
ELAN subnet.
28 Click Next.
step 17 on page 340.


2x00)” on page 345.

in length.
installation.
ATTENTION
If you have a campus redundancy scenario, use the same
switch information on the Standby Server as on the Active
Server. If you have a geographic redundancy scenario,
enter different switch information for the secondary site.
the switch.

d. Click Next.

344.

in length.
installation.

j. Click Next.


Next.
ATTENTION
ELAN subnet IP address on the Standby Server as on the
Active Server. If you have a geographic redundancy
scenario, enter different ELAN subnet IP address for the
secondary site.

31 In the RSM IP Address box, type the Real-time Statistics Multicast (RSM)
data.
ATTENTION

32 Click Next.
Result: The Database Replication window appears.
33 For Warm Standby type, select Standby.
34 Verify the information for the Replication Server. Ensure that the
Replication Server name is all written in uppercase.
Attention: This information must match the Active Server information.
35 Enter the CCMS Listener Port Number, or accept the default value. If the
value is changed from the default, you must type the new value on the
Replication Server.
36 Click Next.

37 Click OK.
38 Click Next.


The site name must not contain spaces or non-alphabetical characters
except for - (hyphen) and _ (underscore). The first character must be a
letter. The site name must be unique and can consist of any combination of
a minimum of 6 and up to 15 characters.
Note: You must use the same site name you used on the Active Server.
41 Click Finish.

42 Click Continue.
Result: The Contact Center Manager Server Setup Configuration Utility
Information window appears.

44 Click Begin.
Stage 1

Stage 2
Stage 3

Stage 4
Stage 5 (This stage has six parts during which the database is created.)

46 Wait for the Database Restore Utility window to appear.

47 Select Local Tape Drive or Network Disk.

48 Perform one of the following tasks based on which method you are using to
restore your backed up files.
If you selected Network Disk, proceed to “Option 1” on page 357.
If you selected Local Tape Drive, proceed to “Option 2” on page 359.

Option 1
If you choose Network Disk, the following window appears.
49 Verify the details of the network disk, and click Next.

Note: If you performed a database integrity check on the Active Server and
you know that your database is working properly, you can choose to skip
the database verification during the restore. The database verification takes
about 30 minutes. If you want to skip the database verification, select the
Do not verify the restored database check box.

50 Click Start Restore.

Stage 1
Stage 2
51 When the restore is complete, click Finish. Proceed to step 54.

Option 2
If you choose Local Tape Drive, the following window appears.
52 Ensure that the database backup tape is in the tape drive.

Result: The following window appears and the services start.

Stage 1
Stage 2

55 Wait for the Server Configuration Utility window to appear.

Result: The Server Configuration Utility window appears. The configuration
continues from Stage 1 to Stage 14.

Example: The Nortel Contact Center - Manager Server installation

success window appears.
56 Click OK.
Result: The Nortel Contact Center - Manager Server Platform Recovery
Disk window appears.

57 Click Cancel. You can create the Platform Recovery Disk after you install
the remaining components on the server (when you complete the
postinstallation tasks).


components.
Result: The INSTALLATION ORDER window appears. The Contact Center
Manager Server software is installed.

a. If you did not configure the Standby Server during installation, proceed
to Step 17. “Configure your CCMS settings on the Standby Server
(optional)” on page 365.
b. If you configured your server settings during installation, click
Continue. Proceed to Step 18. “Install the License Manager” on page
382.18

Step 17. Configure your CCMS settings on the

Standby Server (optional)
If you did not configure your server settings during the installation, do so now. If
you already configured your server settings, skip to Step 18. “Install the License
Manager” on page 382.
Configuring your Contact Center Manager Server settings on the



4 Click Next.


secondary switch.
is 3998.


following tasks:

Note: The features that appear in the CCMS Package Feature window can
differ depending on the switch and the package you chose on the License
Manager window.
subnet.
ELAN subnet.
16 Click Next.
step 5 on page 366:


2x00)” on page 345.

in length.
installation.
ATTENTION
the switch.

d. Click Next.

370.

in length.
installation.

j. Click Next.


Next.
ATTENTION
secondary site.

data.
ATTENTION

20 Click Next.
Replication Server.

24 Click Next.
25 Click Next.


The site name must not contain spaces or nonalphabetical characters
except for hyphens (-) and underscores (_). The first character must be a
letter. The site name must be unique and can consist of 6 to 15 characters.
Note: You must use the same site name that you used on the Active
Server.
28 Click Finish.
29 Click Continue.

31 Review the tabs and make any changes as required, and click OK.

33 Click OK.
window appears.



components.

on this server, click Cancel. Proceed to Section C:“Postinstallation” on
page 391.

This procedure is a continuation from Step 16. “Migrate the Active CCMS to the
Standby Server” on page 334.

1 On the INSTALLATION ORDER window, click Continue.

2 Click Next.



5 Click Begin.

6 Click Finish.
installed the Standby Server, click Continue. Proceed to Step
19. “Install the Server Utility (optional)” on page 386.
on this server, click Cancel. Proceed to Section C:“Postinstallation” on
page 391.

Step 19. Install the Server Utility (optional)
page 382.
Installing the Server Utility software

2 Insert the Contact Center 6.0 DVD into the DVD-ROM drive and wait for it to
autorun. If the DVD does not autorun, then browse to the DVD and run
setup.exe.

3 Select Server Utility, and then click Next.

4 Click Next.
5 In the User Name box, type your user name.

6 In the Organization box, type the name of your organization.

7 Click Next.
8 Verify the destination folder, and then click Next.

Result: The following dialog box appears, prompting you to begin the
installation.

9 Click Install.
Result: The following dialog box appears, displaying the installation
progress.
Result: When installation is complete the InstallShield Wizard Completed

window appears.
10 Click Finish.

11 Click Finish.
12 The installation is complete.The Server Utility is installed.

Section C: Postinstallation
In this section
Step 20. Install required CCMS Service Updates on the Standby Server 392
Step 22. Configure the NGen user groups for remote access (optional) 400
Step 24. Add the server to a domain (optional) 405
Step 26. Install LinkPlexer 427
Step 27. Verify your security settings 444
Step 28. Disable the time synchronization features on the operating system446
Step 29. Complete other postinstallation tasks 448

Step 20. Install required CCMS Service

Updates on the Standby Server
You can obtain Service Updates (SU) and Service Update Supplements (SUS) as
follows:
Library Web site located at www.nortel.com/espl.
Before you begin

install.

installed.


patch.

8 Click Next.
9 Click Install.
window appears.

10 Click Finish.


install this patch after you install the Contact Center Manager Server software.


Nortel user accounts on the Standby Server as soon as you finish the installation.

software installation.

Password security

NGenSys
NGenDist

NGenDesign
ATTENTION

Management.


6 Click Proceed.
8 In the Confirm Password box, type the same password you entered in the
Password box.
9 Click OK.
10 Click OK
12 Click Exit to save changes.
server.

If you changed the NGenSys password, continue with the following

procedure.
ATTENTION
When you finish changing passwords, remember to log
Changing the NGenSys password for the MAS Backup and Restore
service
This procedure is required only if you change the Windows user account
password for NGenSys.
1 On the Standby Server, click Start > Settings > Control Panel >
Administrative Tools.
2 Click Services.
3 Scroll to the MAS Backup and Restore service, and then select it.
4 From the Action menu, choose Properties.
Result: The Service window appears.
5 Click the Log On tab, and then type the current NGenSys password in the
Password and Confirm Password boxes.
Note: Use the same password you assigned to NGenSys in “Changing the
NGenDist, NGenDesign, or NGenSys password” on page 397.
6 Click OK.
ATTENTION
When you are finished, remember to log on as NGenSys.
You must log on as NGenSys to monitor and manage the
server.


remote access (optional)


1 On the Standby Server, from the Start menu, choose Control Panel.
Result: The Control Panel window appears.

3 Right-click the incoming connection that you created in “Configuring the

operating system for remote access (workgroup)” on page 305, and then
choose Properties.
appears.

NGenSys.
window.

ATTENTION
server to a domain (optional)” on page 405 for information

3 On the pcAnywhere manager (left side), select the Hosts option.


Result: The Callers tab appears.

7 Below the Caller list heading, click the New item icon( ).

9 From the Domain list, select the computer name of the server for Standby
Server.



reappears.

Step 24. Add the server to a domain (optional)
This step shows you how to add your Standby Server to an existing domain and
perform other necessary tasks to make your server work on a domain. To
perform this step, you need domain administrator’s privileges, or ask the domain
administrator to assign you a domain user account for remote access.
ATTENTION
Add Standby Server to your domain

1 On the Standby Server, on the Windows desktop, right-click My Computer,
and then select Properties.
3 Click Change.
4 In the Computer Name Changes window, change the computer's name and
a. Select the Domain option.
6 Click OK.


to this user. When you dial in to the Standby Server RAS configuration, the
domain controller authenticates the user. Because no local dial-in account is
created on Standby Server, the system no longer uses the accounts NGenDist
and NGenDesign for dial-up access. However, after you establish dial-up
connection using the domain user account, the pcAnywhere user accounts can
still use the NGenDist or NGenDesign accounts.

1 On the Standby Server, from the Start menu, choose Administrative
Tools > Routing and Remote Access.

2 Right-click the Local Server Name, and then select Configure and
Enable Routing and Remote Access.
3 Click Next.

4 Make sure Remote Access (dial-up or VPN) is selected, and then click
Next.
5 Click Dial-up, and then click Next.


7 Select From a specified range of addresses, and then click Next.


8 Click New.

10 Click Next.


12 Click Finish.
installed on your computer.


must set up your user accounts for remote access. Choose from one of the
Option 1: Creating a domain user while using NGenDist account for

pcAnywhere
in access.
Note: Nortel recommends using a user name and password that are
different from NGenDist and NGenDesign. The network administrator may
be required to carry out this step. Record the user name and password
carefully as they are required to remotely support the Contact Center
Manager Server Release 6.0 server.
2 On the Contact Center Manager Server Release 6.0 server, no changes
are required to the operating system, RAS configuration, server software,
or pcAnywhere installation.
3 When you dial in to the Release 6.0 server of Contact Center Manager
Server, the system prompts you for a domain user account and password.
After the domain controller authenticates the domain user account and
password, you can start the pcAnywhere session. The pcAnywhere logon
can still use the NGenDist or NGenDesign account.
Note: Because there is no local record of the domain user account, you
must maintain two user accounts; one is the domain user account, and the
other is the local pcAnywhere account.

controller with dial-in access, as in Option 1. However, you also use the same

in access.
Note: Nortel recommends that you use a user name and password that are
carefully as they are required to remotely support Contact Center Manager
Server.
2 On the Contact Center Manager Server, no changes are required to the
operating system, RAS configuration, or server software, except for the
pcAnywhere configuration.
3 On the pcAnywhere configuration, select a domain user account from the
domain controller in the pcAnywhere Add Users window.
Note: The Contact Center Manager Server user must log on using an
account with domain administrator privileges before configuring
pcAnywhere users.

If you are using a Communcation Server 1000/Meridian 1 PBX switch, stop and
disable the Windows Time Service.

adjust the
Communcation Server 1000/Meridian 1 PBX time to match the domain
controller time.
1 On the Standby Server, on the Windows desktop, right-click My Computer
and choose Manage > Services and Applications > Services.
2 In the right pane, right-click Windows Time Service, and then select Stop.
3 When the Windows Time Service stops, right-click Windows Time Service
again, and then select Properties.
5 Click Apply, and then click OK.


7 Close the window.
Note: Nortel recommends that the time difference between the
Communcation Server 1000/Meridian 1 PBX and the domain controller
time be kept within a few seconds (+/- 10 seconds). The maximum
difference is 5 minutes before Kerberos authentication problems may arise.
Check the times on the Communcation Server 1000/Meridian 1 PBX and
the domain once a month to ensure that the 5-minute tolerance is not
exceeded.


As part of the migration of the Active Server to Standby Server, you must
configure the Standby Server so the Real-Time Statistics IP address, Real-Time
Display Multicast Controller Utility (MulticastCtrl.exe), and Real-Time Display
Multicast Configuration Utility (RSMConfg.exe) are set up the same as the
Active Server.
modify RSM settings to conform to the requirements of your RSM-dependent
applications.
ATTENTION
Administration. If RSM compression is configured on the
Active Server, Contact Center Manager Administration real-
time displays do not work.


ATTENTION The IP multicast addresses that you select for RSM sending
Maintenance Guide.
Use the mRcv.exe utility on both the Active Server and Standby Server to
verify that the RSM service is sending data to the appropriate ports. The
information must match on both servers. For more information, see the
Contact Center Manager Server Installation and Maintenance Guide.
and begin using the RSM service. Ensure the RSM settings match on the
Standby Server.
Modify the default settings on the Active Server and Standby Server to
values recommended by your RSM-dependent applications. The
information must match on both server. For more information, see the

After installing the optional Real-time Statistics Multicast (RSM) feature, you
can modify the RSM component default settings on the Active Server and
Standby Server to reflect the requirements of your organization. You can modify
the following settings:

received
ATTENTION
This section describes how to modify and enable changes to the RSM service on
the Standby Server.
components. You configure RSM settings through the RSM configuration and
service on the Standby Server. This service must be aware of IP multicast
changes to send the appropriate data.
changes.

After the RSM component is installed on both the Active Server and Standby
Server, you can use the following utilities to reconfigure RSM:
RTD Multicast Controller utility (MulticastCtrl.exe)—Use this utility to
modify settings for applications that require that real-time statistics be
turned on manually.
depending on the applications that receive data from the RSM service.

RTD Multicast Configuration utility (RSMConfg.exe)—Use this utility to

change

RSM service

settings.
1 On the Standby Server, from the windows Start menu, choose Programs >
Nortel Contact Center > Manager Server > Multicast Stream Control.

2 Select the Moving Window or Interval To Date check boxes, or both, for
Skillset
Application
Agent
Nodal
IVR
Route
Compression
Skillset
Application
Agent
Nodal
Compression
3 Click Apply.
Tip: You must also use the RTD Multicast Controller utility’s Apply button to
activate changes to multicast rates made in the configuration utility. For
more information, see “Activate modifications to the RSM service in
Contact Center Manager Server” on page 423.
4 Click Close.
service.


Server
Perform the following steps to modify the multicast IP settings on the Standby
Server.
ATTENTION
uses the RSM service in Contact Center Manager Server
1 On the Standby Server, from the windows Start menu, choose Programs >
Nortel Contact Center > Manager Server >Multicast Address and Port
Configuration.

ATTENTION
reserved for administrative scoping. The IP multicast
2 In the Multicast IP group box, type the IP multicast address that you
Manager Server.
ATTENTION
If you change the IP port settings, some applications that
are dependent upon the RSM service can malfunction.
4 Change the Multicast time to live (TTL) value to a value that is

appropriate for your network.
ATTENTION


ATTENTION If you change the multicast rate for any display in RTD
by the change.
Tip: If you make an error in modifying the multicast IP group, TTL, IP ports,
or the multicast rates for each port, you can restore the original values by
clicking Registry Value or Default Value. Note that if you modify any of
these values and click OK or Apply, the appropriate registries are updated
with your changes. If you click Registry Value after the modifications are
saved to the registry, it has no effect.
6 Click OK.
you must open the configuration utility and click Apply. For more
information, see the procedure “Activate modifications to the RSM service
in Contact Center Manager Server” on page 423.

data at the current rate until you open the controller utility and click Apply.

1 On the Standby Server, from the Start menu, choose Programs >
Windows Explorer.
D:\Nortel\iccm\bin
4 Click Apply.
5 Click Close.
new RSM settings on Contact Center Manager Server (except multicast
rates).

Server

2 Click Services.
4 Click Stop.
5 Click Start.
6 Click Close.


starts.
j. Click Close.

After you install or modify RSM on the Standby Server, use the Multicast
Receive utility (mRcv.exe) to test the RSM service. mRcv.exe displays statistical
information according to the settings specified in a configuration file called
mRcv.ini.


Windows Explorer.

3 Use a text editor to open the mRcv.ini file.

port numbers that you can use in your test. For an example of the
information in a standard mRcv.ini file, see “Sample mRcv.ini file” on page
425.
[MCast]
IP=234.5.6.7
Port=6040
ATTENTION
start mRcv.exe to begin the test. For more information, see “Starting the
mRcv application” on page 426.

The following sample is the default mRcv.ini file provided by the Contact Center
bottom of the file.
#######################################################
# mRcv.ini file
#


#######################################################
[MCast]
IP = 234.5.6.7
Port = 6050

Windows Explorer.
3 Double-click mRcv.exe.
Result: The mRcv.exe utility appears in a console window and displays
data from the port and IP address that you specified in the mRcv.ini file.

Step 26. Install LinkPlexer
If you are adding LinkPlexer to your configuration, see the following section for
installation procedures. For LinkPlexer server requirements, see the Nortel
If your Primary and Secondary servers are connected to the Communication

Server 2x00/DMS/SL-100 switch using LinkPlexer, you can use unique IP
addresses for each server. LinkPlexer allows you to have both the Primary and
Secondary servers connected to the network with unique IP addresses.
For additional information, see the Nortel LinkPlexer Installation and

Configuration Guide.
Installing the iButton software and hardware

In addition to the LinkPlexer 6.0 software, Nortel provides an iButton and a
USB adapter for mounting the iButton on the server, a keycode specific to the
iButton, and Dallas Semiconductor 1-Wire drivers.
Installing the 1-Wire iButton drivers

1 Remove any 1-Wire USB devices that are plugged in an available USB port
of the LinkPlexer 6.0 server. Leave any non-USB devices plugged in.
2 Insert the DVD containing LinkPlexer 6.0 into the DVD drive and using
Windows Explorer, launch the installation package <DVD
DRIVE>:\LinkPlexer\ThirdParty\install_1_wire_drivers_v400.msi. You
can also obtain the 1-Wire drivers from the following Web site:

http://www.maxim-ic.com
Result: The 1-Wire-Drivers Welcome window appears.
3 Click Next.

4 Read the License Agreement, select I Agree, and then click Next.
Result: The Custom Installation Choices window appears.
5 Ensure that all check boxes are cleared, and then click Next.
Result: The 1-Wire Drivers USB Warning window appears.
6 If a 1-Wire USB device is attached to the LinkPlexer 6.0 server, unplug it.

7 Click Next.
Result: The Select Installation Folder window appears.
Note: The default folder for installation appears. If you want to select an
alternative location, click Browse or type the path in the Folder box.
8 Click Disk Cost to ensure that there is sufficient free space on the selected
disk for the installation.
9 Under Install 1-Wire Drivers for yourself, or for anyone who uses this
computer, select Everyone.

10 Click Next.
Result: The Confirm Installation window appears.
11 Click Next to begin the installation.

Result: The Installing 1-Wire Drivers window appears. The installation
proceeds. The Back and Next buttons are unavailable during the
installation.

When the installation is complete, the USB Instructions dialog box appears.
12 Insert the USB adapter and click OK. Wait for Windows to detect the new
hardware.
Result: The Welcome to the Found New Hardware Wizard window
appears.
Note: If Windows cannot detect the driver, select it manually by browsing to

the location where the 1-Wire software is installed.

13 Under Can Windows connect to Windows Update to search for new

software?, select No, not this time, and then click Next.
Result: The Found New Hardware - This Wizard helps you install software
for USB Host Adapter for 1-Wire Network window appears.
14 Select Install from a list or specific location (Advanced), and then click
Next.
Result: The Found New Hardware - Please choose your search and
installation options appears.

15 Select Search for the best driver in these locations.

16 Clear the check box for Search removable media (floppy, CD ROM).
17 Select Include this location in the search.
18 Click Browse and navigate to the location where you installed the driver in
Step 8 (by default, C:\Program Files\Dallas Semiconductor\1-Wire Drivers
Version 4.00)
Result: The Security Alert - Driver Installation window appears.

19 Click Yes.
Result: The application installs the USB Host Adapter for 1-Wire Network.
The 1-Wire Net Port Selection window appears.
The application detects the iButton adapter that is installed and sets up the
1-Wire driver to access this device.
20 Click Next.
Result: The 1-Wire Net Port Selection window appears.

21 Click Auto-Detect. The application searches all ports for the connected
device.
Result: A Warning dialog box appears, indicating that the application
communicates with all available ports until it finds an iButton device.
22 Click OK.
Result: The Auto-Detect In Progress dialog box appears.
When Auto-Detect locates a device, the following window appears.

23 Click Yes to select the detected port as your 1-Wire Net Port.
Result: The auto-detect process is complete. The Installation Complete
window appears.
Note: If the Auto-Detect process fails to locate a device, see the

Troubleshooting section.
24 Click Close.
25 Restart the LinkPlexer 6.0 server.
Note: The 1-Wire installation process creates a Start menu folder called 1-
Wire Driver. This folder contains the default 1-Wire Net application for
detecting and setting the port and device, and a Java-based
OneWireViewer for viewing the attached device.

Installing LinkPlexer 6.0

1 Insert the DVD containing LinkPlexer 6.0 into the DVD drive. In Windows
Explorer, browse to <DVD DRIVE>:\LinkPlexer\Setup.exe.

2 Click Next.
Note: The default folder for installation appears. Nortel recommends that
you use the default location.You can change the folder for installation by
clicking the Change button.
3 Click Next.
Result: The Ready to Install window appears.

4 Click Next.
Result: The Installing Nortel LinkPlexer 6 window appears.
When the installation is complete, the InstallShield Wizard Completed

window appears.
5 Click Finish. The LinkPlexer 6.0 installation is now complete.

Entering the keycode

1 Click Start > Programs > Nortel Contact Center > LinkPlexer >
KeycodeTracker.
Result: The LinkPlexer KeycodeTracker window appears.
2 In the Keycode box, type the supplied keycode.

3 Click Apply.
Result: The LinkPlexer 6.0 KeycodeTracker window closes. The
KeycodeTracker application closes.
Using Tracker
The LinkPlexer Tracker application provides information about the LinkPlexer
6.0 build version and the operating system. It detects and displays information
about the Microsoft Windows operating version, the build number and date of
the installation, and the version number and date of any PEP installation.
Launching the Tracker application

Click Start > Programs > Nortel Contact Center > LinkPlexer > Tracker.
Result: The Tracker window appears.

The LinkPlexer Tracker application window displays the following components

and information:
Windows—refers to the operating system and service pack versions
Tracker—indicates the current version of the LinkPlexer Tracker
application
DMS Server File Stamp—refers to the version of the file stamp
Build Info—indicates the LinkPlexer 6.0 build.
The date for the Tracker, DMS Server File Stamp, and Build Info components
see the date LinkPlexer 6.0 was installed.
LinkPlexer Keycode Tracker

Use the LinkPlexer Keycode Tracker to enter the dongle keycodes. The Keycode
Tracker displays the number of applications that can connect to the LinkPlexer
6.0 server.
You can also use the Keycode tracker to confirm dongle detection. Click the
Check Dongle button and wait approximately 10 seconds. If a dongle is
detected, the Check Dongle box on the Keycode Tracker window displays
Connected. If the dongle is not detected, the Check Dongle box displays Not
Connected.
Alternatively, the dongle can be also be detected using iButton applications as

referred to at http://www.ibutton.com/software.

Entering keycodes with LinkPlexer Keycode Tracker

1 Click Start > Programs > Nortel Contact Center \ LinkPlexer > Keycode
Tracker.
Result: The Keycode Tracker window appears.
2 Type the supplied 16-character keycode in the Keycode boxes.

3 Click Apply.

Step 27. Verify your security settings
Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for the Active
Server, see “Manage security” on page 977.
Verifying your security settings

You must restart the server to complete the configuration.
1 If you are configuring an existing Contact Center Manager Server as the
Active Server and you are not already logged on as NGenSys, log on to the
server as NGenSys. From the Start menu, choose
Programs > Nortel Contact Center > Manager Server > Server Setup
Configuration.
2 Select the Standby Server optional package.
Result: The the Configuration window appears.

3 Select the Database Replication tab.
4 Verify the name of the Replication Server. Ensure that the computer name
appears in all uppercase letters.
5 Verify the IP address for the Replication Server.
6 Enter the CCMS listener port number, or accept the default value. If the
value is different from the default, you must type the new value on the
Replication Server.

Step 28. Disable the time synchronization

features on the operating system
When Contact Center Manager Server is used in the Communication Server

1000/Meridian 1 environment, you must disable all time synchronization
features on the operating system to avoid potential call processing outages.
Complete the procedures in this section to disable the synchronization features
on your operating system.
Note: If you disable the Date and Time features after you disable the Windows
Time service, the Startup type for the Windows Time service is set to Automatic.
If the Contact Center Manager Server is in a Communication Server 2x00/DMS

or SIP environment or is the Network Control Center server, proceed to Step
29. “Complete other postinstallation tasks” on page 448.
Configuring the server for daylight savings

Note: If you click OK without making changes, Startup type of the Windows
Time service is set to Automatic.
2 Click the Time Zone tab, and then clear the Automatically adjust clock
for daylight saving changes check box.
box.
6 Click OK.
Disabling the Windows Time services


2 Click the Time Zone tab.

3 Clear the Automatically adjust clock for daylight saving changes check
box.
Note: If you click OK without making any changes, the Startup type for the
Windows Time service is set to Automatic.
box.
7 Click OK.

Step 29. Complete other postinstallation tasks
Complete these additional postinstallation tasks.
Check and install the latest Service Update Supplements

Check for the latest Service Update Supplements on the Enterprise Solutions
PEP Library Web site at http://www.nortel.com/espl. For instructions to install a
Service Update Supplement, see “Install patches on the server” on page 870.
Configure SNMP (optional)

If you are using the Windows SNMP service to forward traps to an NMS, you
must perform these tasks (if you have not already done so):
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
Change your Event Viewer settings

Based on the size of your contact center, change the size of the Windows
Application Log that hold events produced by the Contact Center Manager
Server application.
Back up the server

Create full, database, and (if applicable) RAID backups of the server. For
instructions, see Appendix C, “Back up data.”

Section D: Prepare the Replication

Server
In this section
Step 30. Install Windows Server 2003 on the Replication Server 450
Step 31. Install the Replication Server software 465
Step 32. Set up the Warm Standby configuration on the Replication Server472
Step 33. Prepare the Standby Server to perform database backups 489

Step 30. Install Windows Server 2003 on the

Replication Server
If you have not already installed Windows Server 2003 on the Replication
Server, follow this checklist to do so.
ATTENTION
Nortel recommends the Replication Server be configured on a
Nortel server subnet and not on an ELAN subnet.
Step Details ✔
configuration.
Windows Edition.
Server 2003
CD-ROM.

partition.
Server 2003
Setup wizard.

Step Details ✔

Settings
window

Your Software
window
Name and
Administrator
Password
allowed).
window

Dialing
Information
window
window.
window

Step Details ✔

Components the TCP/IP parameters for the Nortel server subnet network
window interface cards.
Properties.
site.

Step Details ✔

Computer
domain
window
workgroup name.
You can add the server to a domain after you install Replication
Server.
Server 2003. system before you install Replication Server. Remove the CD-
ROM.
This wizard is not necessary for Replication Server
functionality. Proceed to the next step (Step 6) to configure
additional server software.
Tip:

Step Details ✔

programs.
Details.
SNMP is installed.

Step Details ✔
2 Click System.
Settings.
memory settings.
unexpectedly:

Step Details ✔
virtual recommends the following:
memory
settings
Set the minimum and maximum paging file sizes to RAM
(continued). size times 1.5, up to a maximum paging file size of 4 GB.
connection
for remote

system for
remote
access.

Step Details ✔
subnet and
virtual You only require one network interface card. However, if you
adapters. have more than one network interface card, you must configure
Nortel server subnet card is first, then the virtual adapters for
remote access.
cards
3 Click the Nortel server subnet, and then from the Advanced
menu, click Advanced Settings.

Step Details ✔
IRQ to 4.

Step Details ✔
disk drives. to the requirements for Contact Center Standby Server Release
6.0.
If the Welcome to the Write Signature and Upgrade Disk
wizard appears, click Cancel. This wizard is only for
configuring dynamic disk partitioning. Release 6.0 supports
Windows basic disk partitioning and dynamic disk volumes.
When you partition your drives, do not use the Windows
option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully
understand the partition requirements on your new server.
See the section on disk partitioning requirements in your
upgrade procedure. Note that file and folder compression are
not supported.
disks.

Step Details ✔
Format all disk a. Right-click each disk that you want to configure.
drives b. On the shortcut menu, click Create Partition.
(continued). c. Follow the prompts in the Create Partition Wizard to
letters.
drives.
drivers
required for
your
hardware
configuration.
14 Test the Use the ping command to test both the Nortel server subnet
network network connections.
connection.
15 Install the Install the latest Windows Server 2003 service pack that is
Windows validated with Replication Server. You can obtain this
Server 2003 information from the Contact Center Portfolio Service Packs
service pack. Compatibility and Security Hotfixes Applicability List, available
on the Partner Information Center Web site (www.nortel.com/
pic).


1 After you install the operating system, log on to the server as
Administrator.
icon.
5 Click Change.

6 Click More.


2 From the DNS Suffix and NetBIOS Computer Name window, click Cancel.
3 In the Computer Name box, type the NetBIOS computer name exactly as
you wrote it down in step 1 on page 463, and click OK.
button.
b. Click OK.
the server.
d. Click Change.

e. Go back to step 3 on page 463.

4 Click OK.
6 Click Yes.
Copying the Replication Server SU to drive D

Before you begin this procedure, ensure that you copy the Replication Server SU
to the drive D.
and copy the Service Update (for example, REP_6.0_SU_01.msi) to the
root of the drive D.

Step 31. Install the Replication Server

software
Follow this procedure to install the Replication Server software.
ATTENTION
Do not change the computer name of the Replication Server. If
you must change the computer name of the Replication Server,
uninstall the software, reinstall the software, and rename the
computer. If you do not follow this procedure, there will be
two Sybase services running at the same time, using the old
computer name and the new computer name. This impacts the
Replication Server functions.

Installing the Replication Server

1 Log on to the Replication Server as Administrator.
2 Insert the Contact Center DVD (autorun initiates) or map to a network DVD
and run Setup.exe.

3 Select Replication Server, and click Install.

Result: The Preinstall Compliancy Checker window appears.
4 Click OK.

5 Click Next.
Result: The Ready to install the Program window appears.
6 Click Begin.
Stage 1

Stage 2
7 At the end of Stage 2, the server restarts. Log back on to the server as
Administrator.
Result: The Sybase installation continues.
Stage 3
The server restarts. The Replication Server is installed, and the Sybase
installation continues.
Note: The Sybase installation continues until complete. When it is
complete, the InstallShield Wizard Completed window appears, and the
Replication Server Setup Configuration Utility launches.
9 Click Finish in the InstallShield Wizard Completed window.

The Replication Server Configuration window appears.
10 Wait until the Expand Stable Queues window appears.

If you want to configure additional space for the Replication Server,
enter the amount of disk space you require, and click Expand.
If you want to operate with the existing amount of disk space, click Skip
Expansion.

If you want to configure additional drives before you run this utility, click
Cancel.
Result: The configuration is complete. The following windows appears.
12 Click Done.

Step 32. Set up the Warm Standby

configuration on the Replication Server
Follow this procedure to set up the Warm Standby configuration on the

Replication Server.
SERVER SETUP CONFIGURATION DISABLES WARM

STANDBY SET UP
.
Do not run the Server Setup Configuration on the Standby Server
once the Warm Standby configuration is set up. Running the
Server Setup Configuration on the Standby Server after setting up
the Warm Standby configuration disables the switchover
operation.

1 On the Replication Server, from the Start menu, choose Programs >
Nortel Contact Center > Replication Server > Replication Server
Management.

2 Click Create.
3 In the Primary CCMS box, type the name and Nortel server subnet IP
address for the Active Server, and click OK.
4 In the Secondary CCMS box, type the name and Nortel server subnet IP
address for the Standby Server, and click OK.
Note: Enter names for only the Active and Standby Servers that were
configured correctly on the Server Setup Configuration Site Name tab. The
name for each Active and Standby Server must match the computer name
configured on the server. If no Active and Standby Servers are configured
to use the Warm Standby feature, or if you want to create a Warm Standby
configuration at a later time, click Cancel.

The Warm Standby configuration takes several minutes. Several Setup

windows appear, and the Initialize Standby CCMS Database window
appears.
Attention: Do not click OK until you complete the backup and restore
procedures in the following step.
5 Use the Database Backup utility on the Active Server to back up the Active
Contact Center Manager Server database. After you complete the back up,
use the Database Restore utility on the Standby Server to restore this
database backup. This initializes the Standby Server database.
ATTENTION
To initialize the Standby Server database correctly, ensure you
do the following:
Back up the Active Server database only after you are
prompted to do so. For more information about backing up
the server, see “Back up data” on page 907. For more
information about restoring the database, see “Restore
data” on page 953.
Use the backup utility to initialize the Standby Server
database. Do not use a previous or subsequent backup.
Ensure the backup is not overwritten by subsequent
backups until after you initialize the Standby Server.
To back up the database to tape, proceed to “Backing up the database

to tape” on page 474.
To back up the database to a remote directory, proceed to “Backing up
the database to a remote directory” on page 477.
a. On the Active Server, insert a blank tape into the tape drive.
b. Ensure the services on the server are up.
Note: A database backup uses the CCMS HDM service. If this service
is down, the database backup cannot start.

c. From the Start menu, choose Programs > Nortel Contact Center >
d. Select Local Tape Drive, and click Next.

e. Verify that the database tape is in the tape drive, and click Start
Backup.
backup.

hours to complete, depending on the size of your database, the speed
of your computer, and network traffic. Leave the DOS window open so
you can see the backup completion message.
f. Wait until the completed OK message appears in the DOS window.
g. Press Enter, type quit, and press Enter again.

appears.

h. Click OK.
i. After the database backup is complete, remove the backup tape and
save it.
j. Check whether any events are recorded in the event log on the client
PC from which you scheduled the backup. If there are any errors, check
the database backup log files on the server. These files are located at
the following paths: C:\Windows\System32\Backup.log and
k. Proceed to “Restoring the database from a tape backup” on page 482.
Backing up the database to a remote directory
a. On the Active Server, ensure the services on the server are running.
Note: A database backup uses the HDM service. If this service is
b. On the Active Server, select Start > Programs > Nortel Contact
Center > Manager Server > Database Backup.

c. Ensure Network Disk is selected, and click Next.

d. In the Account box, type the user name you recorded in the worksheet
on page 266. This must be the same user name you assigned to the
account on both the network computer and the server.
e. In the Password box, type the password you recorded in the worksheet
on page 266. This must be the same password you assigned to the
f. In the Network Path box, type the network path for the shared directory
g. Click Next.
If your backup is already scheduled, the system automatically sends
the database backup files to the remote directory. The following window
appears.

h. If your backup is not scheduled, click Start Backup.

i. To start your backup, skip to step j; otherwise, click Cancel to save your
settings and exit.
j. Click Start Backup.
backup.

k. Wait until the completed OK message appears in the DOS window.
l. Press Enter, type quit, and press Enter again.


m. Click OK.
n. Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file
dbbackup.log (with Notepad). If your database backup succeeded, the
log contains the following lines of text:
warnings.
o. Perform one of the following tasks:
If your database backup log contains the text in the previous
example, your backup succeeded. Close the log file.
If your database backup log contains any messages or errors, this
can indicate a problem with the backup. Navigate to the folder
Notepad). This file can indicate the source of the problem. Retry
the backup and check the backup log again. If the log still contains
p. Proceed to “Restoring the database from a remote directory backup”
on page 484.

Restoring the database from a tape backup

a. Log on to the Standby Server as NGenSys.
b. From the Start menu, choose Programs > Standby Server >
Database Restore.
Result: The Database Restore Utility window appears.
c. Select Local Tape Drive, and click Next.

d. Insert the tape containing the database backup.
Result: The system first shuts down the Standby Server services that
you installed. Then the database restore begins. During this time, the
Database Restore window remains visible and displays numerous
status messages about the progress of the restore.
e. Wait until the Database Restore Utility window appears.

f. When the tape in the drive stops moving, click Start Restore to begin
the database restore process.
Note: A log file is created with the following path name after the
database restore is complete:
D:\Nortel\data\backup\RestoreLogs\restore.log.
g. Click Done.
h. Eject the backup tape from the tape drive.

i. Click OK to exit the Database Restore utility.

Attention: You must wait for the Database Restore Utility window to close.
It can seem like there is no activity, but the system must complete its
processes and close this window. This can take up to 2 minutes to
complete. Do not restart the system.
j. Proceed to step 6.
Restoring the database from a remote directory backup
b. Ensure that you have a network connection to the computer containing
the remote directory backup.
Manager Server > Database Restore.
d. Select Network Disk, and click Next.


e. In the Account box, type the account name for the remote backup
location.
f. In the Password box, type the password for the remote backup
location.
g. In the Network Path box, type the path of the remote backup location.
h. Check that the path is correct.
i. Click Next.

j. Click Start Restore to begin the database restore process.

Result: The database restore process begins. This can take 1 to 3
hours, depending on the amount of data and the CPU speed of the
server. During this time, the Database Restore Utility window remains
in view and displays numerous status messages about the progress of
the restore.
Note: The restore can take longer if you store your call-by-call records
for longer than the recommended interval.
k. Wait until the following window appears, indicating that the restore is
complete.
Note: A log file with the following path name is created after the
D:\Nortel\data\backup\RestoreLogs\restore.log
l. Click Done.

m. Click OK to exit the Database Restore utility.

It can seem as if there is no activity, but the system must complete its
processes and close this window. Nortel recommends that you do not
restart the server at this time.
n. Proceed to step 6.
6 After you back up and restore the database, click OK on the Initialize
Standby CCMS Database window.
Result: The Standby Server database initializes by performing the backup
and restore. This can take several minutes. Then the Initialization
Complete? window appears.
7 Click Yes.
Result: The Warm Standby Properties window appears.
8 Choose one of the following:

Option One—Uses the enhanced switchover procedure. For more
Option Two—Requires you to configure the computer name and IP
address manually. For more information, see “Switchover options” on
page 719.

9 Select the Switch Over automatically checkbox, to enable the automatic

switchover.
You can only enable the automatic switchover if you choose Option One.
If you choose Option Two, the Switch Over automatically checkbox is
unavailable.
When you select an automatic switchover, the switchover from the
Active Server to the Standby Server starts automatically when the
heartbeat between the Replication Server and the Active Server fails for
a duration in excess of the Alarm Switch Over/Timeout value.
Note: Automatic switchover is limited to the operation of the Standby
Server and does not take into account additional application servers such
as Contact Center Manager Administration, Contact Center Multimedia,
and CallPilot.
10 In the Alarm/Switch Over Timeout box, type the number of seconds that
the heartbeat can fail before the switchover takes place.
Attention: Ensure that you type an appropriate timeout value in this box.
Too short a time can cause a switchover to start when the Active Server is
unavailable for a short time, for example, if the server is restarted. The
default timeout is 5 minutes. The minimum value is 30 seconds.
11 In the CCM Server Port Number box, type the port number to which the
Replication Server connects during a switchover.
Note: You must type the same value that you entered in the CCMS Listener
Port field. Ensure that the value you enter does not interfere with a port
used by any other application.
12 Click OK.
Result: The Warm Standby configuration is complete. The Replication
Server Management window appears.
13 Click OK to exit the Replication Server Management window.

Step 33. Prepare the Standby Server to

perform database backups
You must prepare the Standby Server so that it can perform scheduled database
backups in the event that it becomes the Active Server. Ensure that the database
backup information on the Standby Server is the same as that on the Active
Server. If the Standby Server becomes the Active Server, it automatically runs
any database backups that were scheduled prior to the switchover.
To prepare the Standby Server, follow the procedure “Setting up a tape backup”
on page 490 or “Setting up remote directory backups” on page 492.
Repeat this procedure every time you change the database backup information
on the Active Server.
For more information about backups, such as tape or network requirements, see
“Back up data” on page 907.

Setting up a tape backup

2 From the Start menu, choose Programs > Standby Server > Database
Backup Utility.


4 Verify that the backup tape is in the tape drive.

5 Wait until the following message appears in the DOS window.

7 Click OK.
8 Navigate to D:\Nortel\data\backup\BackupLogs and open the file
dbbackup.log file (with Notepad). If your database backup succeeds, the


warnings.
your backup was successful. Close the log file.
Setting up remote directory backups

When you determine which network computer you want to use for the remote
directory backup, you must create a local Windows user account on it, and then
create a shared directory to contain the remote backup. Use the following basic
steps, along with the documentation that came with the operating system, to
correctly set up the user account and shared directory.

CAUTION

.
If this check box is selected, Standby Server cannot connect to the
remote computer.

the worksheet.

Prepare Contact Center Manager Server for remote directory

backup
On your Standby Server, you must create a local Windows user account that is
identical to the one you created on the network computer. You then add the
account to the policy Log on as a service. To complete preparation of the server,
you type the account information and the path of the remote directory in Contact
Center Manager Server and turn off the tape backup option. See the following
detailed procedures.
Setting up the local Windows user account on the Standby Server

3 In the left panel, navigate to Local Users and Groups > Users.

4 Right-click Users and select New User from the shortcut menu.
the Standby Server cannot access the network computer.
9 Click Create.
10 Click Close.
Properties.

14 Click Add.
15 In the Name column, click Administrators, and click Add.
Result: The group appears at the bottom of the list.
16 Click OK.
Setting up the local security settings

1 On the server, select Start > Administrative Tools > Local Security
Policy.
3 Click User Rights Assignment to view the Local Security Settings in the
right panel.
4 In the right panel, double-click Log on as a service.
Result: The Log on as Service window appears.
6 Click Advanced.
7 Click Find Now.

then click OK.
Completing the remote backup settings on the Standby Server

1 On the Standby Server, select Start > Programs > Nortel Contact Center
> Manager Server > Database Backup.


6 Click Next.


8 If your backup is not scheduled, click Cancel to save your settings and exit.
9 Click Start Backup.
backup.


12 Click OK.


warnings.


Chapter 6
Add a Standby Server to an existing

CCMS environment
In this chapter
Overview 504
Section A: Prepare the Replication Server 505
Section B: Preinstallation 529
Section C: Migrate the Active Server to the Standby Server 601
Section D: Post-installation 659
Section E: Set up and test Warm Standby 693

Add a Standby Server to an existing CCMS environment Standard 10.12
Overview
Follow the procedures in this section to set up the Standby Server in an existing
Contact Center Manager Server setup. This section is based on the assumption
that you did not configure your Standby Server details during the initial
installation.
ATTENTION
server.
You must restart your server during this procedure. You briefly lose service on
your server when you:
enable the Standby Server on the License Manager tab
configure the Standby Server with the computer name and IP address of the
Replication Server

January 2008 Add a Standby Server to an existing CCMS environment
Section A: Prepare the Replication

Server
In this section
Step 1. Install Windows Server 2003 on the Replication Server 506
Step 2. Install the Replication Server software 520
Step 3. Verify Standby Server feature is enabled 527

Step 1. Install Windows Server 2003 on the

Replication Server
If you have not already installed Windows Server 2003 on the Replication
Server, follow this checklist to do so.
ATTENTION
Nortel recommends the Replication Server be configured on a
Nortel server subnet and not on an ELAN subnet.
Step Details ✔
configuration.
Windows Edition.
Server 2003
CD-ROM.

partition.
Server 2003
Setup wizard.

Step Details ✔

Settings
window

Your Software
window
Name and
Administrator
Password
allowed).
window

Dialing
Information
window
window.
window

Step Details ✔

Components the TCP/IP parameters for the Nortel server subnet network
window interface cards.
Properties.
site.

Step Details ✔

Computer
domain
window
workgroup name.
Server 2003. system before you install Standby Server. Remove the CD-
ROM.
software.
Tip:

Step Details ✔

programs.
Details.
SNMP is installed.

Step Details ✔
2 Click System.
Settings.
memory settings.
unexpectedly:

Step Details ✔
memory
settings
connection
for remote

system for
remote
access.

Step Details ✔
subnet and
virtual You only require one network interface card. However, if you
adapters. have more than one network interface card, you must configure
Nortel server subnet card is first, then the virtual adapters for
remote access.
cards
3 Click the Nortel server subnet and then from the Advanced
menu, click Advanced Settings.

Step Details ✔
IRQ to 4.

Step Details ✔
disk drives. to the requirements for Contact Center Standby Server Release
6.0.
not supported.
disks.

Step Details ✔

letters.
drives.
drivers
required for
your
hardware
configuration.
14 Test the Use the ping command to test both the Nortel server subnet
network network connections.
connection.

1 After you install the operating system, log on to the Replication Server as
Administrator.
icon.


5 Click Change.
6 Click More.


2 From the DNS Suffix and NetBIOS Computer Name window, click Cancel.
3 In the Computer Name box, type the NetBIOS computer name exactly as
you wrote it down in step 1, and click OK.

button.
b. Click OK.
the server.
d. Click Properties.
e. Go back to step 3 on page 518.
4 Click OK.
6 Click Yes.
Copying the Replication Server SU to drive D
Before you begin, ensure that you copy the Replication Server SU to drive D.
and copy the Service Update (for example, REP_6.0_SU_01.msi) to the
root of the drive D.

Step 2. Install the Replication Server software
Follow this procedure to install the Replication Server software.
ATTENTION
Do not change the computer name of the Replication Server. If
you must change the computer name of the Replication Server,
uninstall the software, reinstall the software, and rename the
computer. If you do not follow this procedure, there will be
two Sybase services running at the same time, using the old
computer name and the new computer name. This impacts the
Replication Server functions.

Installing the Replication Server

2 Insert the Contact Center DVD (autorun initiates) or map to a network DVD
and run Setup.exe.

3 Select Replication Server, and click Install.

Result: The Preinstall Compliancy Checker window appears.
4 Click OK.

5 Click Next.
Result: The Ready to install the Program window appears.
6 Click Begin.
Stage 1

Stage 2
7 At the end of Stage 2, the server restarts. Log back on to the server as
Administrator.
Result: The Sybase installation continues.
Stage 3
The server restarts. The Replication Server is installed, and the Sybase
installation continues.
Note: The Sybase installation continues until complete. When it is
complete, the InstallShield Wizard Completed window appears, and the
Replication Server Setup Configuration Utility launches.
9 Click Finish in the InstallShield Wizard Completed window.

The Replication Server Configuration window appears.
10 Wait until the Expand Stable Queues window appears.

If you want to configure additional space for the Replication Server,
enter the amount of disk space you require, and click Expand.
If you want to operate with the existing amount of disk space, click Skip
Expansion.

If you want to configure additional drives before you run this utility, click
Cancel.
Result: The configuration is complete. The following windows appears.
12 Click Done.

Step 3. Verify Standby Server feature is

enabled
Follow this procedure to Verify that the Standby Server feature is enabled on the
License Manager tab.
Verifying the Standby Server feature is enabled on the License

Manager tab
1 On the Active Server, log on as Administrator.
3 Select the License Manager tab.
4 Select the Standby Server check box.

5 Click on another tab.
Result: The Database Replication tab appears on the window.

6 Click the Database Replication tab.
7 Enter the name of the Replication Server. Ensure that the computer name
appears in all uppercase.
8 Enter the IP address for the Replication Server.
value is different from the default, you must type the new value on the
Replication Server.

Section B: Preinstallation
In this section
Step 4. Read the relevant documentation for an upgrade 530
Step 5. Gather the materials required for an upgrade 531
Step 6. Install the latest Service Update and any required patches 532
Step 7. Perform a database integrity check on the Active Server 533
Step 8. Check the disk partition configuration on the Active Server 536
Step 9. Create a backup of the original 6.0 database 538
Step 10. Create a Platform Recovery Disk on the Active Server 551
Step 11. Prepare the Standby Server for Release 6.0 (optional) 555
Step 13. Install Windows Server 2003 562
Step 14. Ensure the computer name and DNS host name match 574
Step 15. Configure the operating system for remote access 578
Step 16. Install pcAnywhere version 11.5 on the Standby Server 585
Step 17. Copy the latest Service Update and Platform Recovery Disk 598
Step 18. Configuring the server 599

Step 4. Read the relevant documentation for

an upgrade

Read this chapter to understand the steps involved in a migration.
(www.nortel.com).
ATTENTION
Before you install the Standby Server software, you must
read the Nortel Contact Center Manager Server Technical
Requirements and Operating System Configuration Guide.
guide provides information about the server specifications for the Active
and Contact Center Manager Server servers and Replication Server.
Review the Nortel Contact Center Installer’s Roadmap on the Partner

Step 5. Gather the materials required for an

upgrade
You need the following materials before starting your upgrade.
Item Purpose and details
tape drive and tape driver Use tape drive to back up the database on the Active
software Server and restore it on the reconfigured server.
(required only if you are
backing up your database to a
tape drive, rather than a
remote directory on a network
computer)
blank tapes or data cartridges Use a blank tape to store the Active Server’s database
(required only if you are using the database backup procedure. The blank tape
backing up your database to a must be the correct type for the tape drive that you are
tape drive, rather than a using. The tape capacity must be large enough to contain
remote directory on a network the database backup.
computer)
blank preformatted disk Use a disk to create a Platform Recovery Disk that
contains the Active Server setup record and database
configuration.
Contact Center DVD-ROM Use to install Release 6.0 of Contact Center Manager
Server software on the server.
license file This file controls the installed software features.

Windows Server 2003 The server already has Windows Server 2003 installed.
installation CD Ensure you have the documentation provided by
Microsoft available on-site when you configure the
operating system.

Step 6. Install the latest Service Update and

any required patches
D on the Standby Server.
ATTENTION

underscores.

Step 7. Perform a database integrity check on

the Active Server
To ensure the integrity of the databases on the server, Nortel recommends that
you perform a database integrity check before you create a backup of your
database. This step is highly recommended to capture any database consistency
problems.
Remember that a database integrity check can take from 1 to 3 hours, and that
the server must be offline during the check. You can perform the check ahead of
time, but make it as close as possible to the time of the database backup.
Follow the next procedure to perform a database integrity check on the server.
Performing a database integrity check on the Active Server


3 Click Database Integrity Check.

4 Click OK.
Result: The system displays messages as it checks the status of each
service running on the server. All Standby Server services are shut down.
6 Click Accept to start the database integrity check.

7 Click OK.
Result: A DOS window appears.

8 Do not close this window. The database integrity check takes from 1 to 3
hours to complete. You may not see any activity on the screen, but you
should notice continuous disk activity.
10 Click OK.
11 Click Close to close the Platform Migration Utility window.
12 Check the database check log (C:\DbChk.log) for database errors. To do
this, use a text editor (such as Notepad).
When you check the log file, search for key words such as ERROR or MSG.
Contact your Nortel customer support representative for any detected
database error. Do not put the server into service if any detected database
errors exist, even though the server seems to operate normally.
13 Restart the server to start the Standby Server services required to perform
the backup.

Step 8. Check the disk partition configuration

on the Active Server
Record the disk partition configuration of the Active Server so you can use it to
determine how to partition your Standby Server.
Checking the disk partition configuration on the Active Server

1 On the Active Server, go to Start > Administrative Tools > Computer
Management > Disk Management.
Note: Go to Start > Programs > Administrative Tools > Computer
Management > Disk Administrator, if you use the Classic Start menu.
2 Record the following information on the “Disk partition configuration
worksheet” on page 537:
the displayed disk number
the logical disk drive letter assignments
the size of each partitioned disk
3 Ensure that the Standby Server has enough disk space to create the
required partitions.
The following table presents an example of disk partition configuration.
Disk drive
letter Disk partition size Disk partition size
Disk number assignment (stand-alone) (co-resident)
Disk 0 C 16 GB 32 GB
Disk 0 D 4096 MB NTFS 4096 MB NTFS
DVD-ROM 0 E n/a n/a
Disk 1 F 32 GB 32 GB

Disk partition configuration worksheet
Disk drive letter

Disk number assignment Disk partition size
Check the RAM size on the Active Server

The total physical RAM of the reconfigured server must meet the requirements
for a Contact Center Manager Server Release 6.0 server. For more information
about RAM requirements, see the Contact Center Manager Planning and
Engineering Guide.
Checking the RAM size on the Active Server

1 Go to Start > Control Panel, and double-click the System icon.
Result: The System Properties window appears, with the General tab
displayed.
2 Record the RAM size on the RAM size worksheet.
RAM size worksheet
Item Fill in the required information
RAM size

Step 9. Create a backup of the original 6.0

database
Create a backup of the database of the server. You can use the backup to recreate
the Standby Server if the upgrade fails. The server can remain online while you
back up the database. However, consider the following information before you
proceed with the backup:
An online backup adds an additional load to the server and reduces overall
contact center performance. Nortel recommends that you perform backups
during non-peak traffic hours. Do not change any contact center
configuration or user setup information during the database backup
operation.
If your server continues to receive calls after the backup, some call statistics
and data pegging will be missing from the backup. If it is important that
all call statistic and data pegging be migrated to your Contact Center
Manager Server server, take the Active Server offline immediately
following the database backup. Ensure that the server remains offline
until you install Contact Center Manager Server.
Options for database backup

You can back up and restore the database using either a tape or a remote
1. If you want to use a network drive for database backup, proceed to “Back
up the database to a remote directory” on page 541.
2. If you want to use a tape drive for database backup, proceed to “Back up the
database to a tape” on page 539.

Back up the database to a tape

Follow this procedure to back up the database to a tape. To help calculate the
speed of database backups to tape, perform a trial run of the backup at least
several days before the upgrade. Keep in mind that the time required to do a
database backup can vary between the trial run and the actual backup day.
To calculate the capacity requirements for tape or remote directory backups, see
“Calculate the capacity requirements for database backups” on page 924.

1 On the Active Server, insert a blank tape into the tape drive.
Note: A database backup uses the CCMS HDM service. If this service is

5 Verify that the database tape is in the tape drive, and click Start Backup.
backup.


appears.
8 Click OK.
9 After the database backup is complete, remove the backup tape and save
it.
10 Check whether any events are recorded in the event log on the client PC
from which you scheduled the backup. If there are any errors, check the
database backup log files on the server. These files are located at the
following paths: C:\Windows\System32\Backup.log and
Back up the database to a remote directory

Follow this procedure to back up the database to a remote directory. To help
calculate the speed of database backups to a remote directory, perform a trial run
of the backup at least several days before the upgrade. Keep in mind that the
time required to do a database backup can vary between the trial run and the
actual backup day due to several factors.
ATTENTION
For a list of the variables that can affect the speed of your backup and restore,
see “Backup speeds” on page 912.
To help you calculate space requirements before you back up the database, see
details about the DBSpace utility in the section “Calculate the capacity

Set up the database backup to a remote directory

First, identify the computer onto which you are going to back up the database.
You must then set up the connection between the server and the remote
directory.
The following section explains the requirements for the remote computer and
network.

The directory for the backup must have enough space available to hold the
backup files.
The network must meet the following requirements:
The remote computer must be on the same network as the server.

The remote backup process creates the following files.
File Description

directory.

your database.
database files.

Set up an account, password, and a shared directory on the network computer in
preparation for a remote directory backup. Create names for these items ahead of
time and record them in the following table.

Item information
User name
Create a name and assign it to two user accounts—
one on the network computer and the other on the
server. The names must be identical on both
computers.

Create a password and assign it to the two accounts
described in the previous step. The passwords must
be identical on both computers.

Obtain and record this name. This is required to back
up the database.

Create and assign a share name to the directory on
the remote computer. The share name can be the
directory name (this is the default in Windows) or a
different name.


After you determine which network computer to use for the remote directory
backup, you must create a local Windows user account on it and then create a
shared directory to contain the remote backup. Use the steps outlined in the
following procedure, along with the documentation that came with the operating
system, to correctly set up the user account and shared directory.
Creating the local Windows user account on the network computer


CAUTION

.
remote computer.

the worksheet.
Prepare the server for remote directory backup

On the server, create a local Windows user account that is identical to the
account you created on the network computer. Then add the account to the
policy Log on as a service. The following procedure provides the detailed steps.
Setting up the local Windows user account on the Standby Server


the Standby Server cannot access the network computer.
9 Click Create.
10 Click Close.
Properties.

14 Click Add.
16 Click OK.
Logging on as a service
1 On the Standby Server, select Start > Programs > Administrative Tools
> Local Security Policy.
Click User Rights Assignment to view its contents in the right panel.

3 From the right panel, double-click Log on as a service.

Result: The Log on as a Service window appears.
5 Click Advanced.
6 Click Find Now.
then click OK.
Backing up the database on the server
ATTENTION

Note: A database backup uses the HDM service. If this service is down, the
database backup cannot start.

3 Select Network Disk, and click Next.

4 In the Account box, type the account name for the remote backup location.
5 In the Password box, type the password for the remote backup location.
6 In the Network Path box, type the path of the remote backup location.

7 Click Next.
Result: The Database Backup Utility progress window appears.
8 Click Start backup.
Result: The Standby Server services are started. A DOS window displays
the progress.
9 When the backup of database is complete, close the DOS window.
Result: The Database Backup Utility progress window appears.
10 Click Exit.
appears.
11 Click OK.
Note: If you plan to use tape backups for all future backups, and you do not
plan to reuse the remote directory for future backups, delete the user
account you created for this purpose after you complete the upgrade. You
must unshare the directory on the network computer.

Step 10. Create a Platform Recovery Disk on

the Active Server
Create a Platform Recovery Disk to gather required information from the server,
such as its setup record and database configuration. The Platform Recovery Disk
contains the file MigInfo.txt, which includes important details about how the
server is configured.
Even if a Platform Recovery Disk is available, ensure you create a new one to
include the latest PEPs and SUs.




following tasks:
d. Click OK.


window appears.
e. Click OK.
the migration.
down the services.
clearly.
window.

Contents of the Platform Recovery Disk

The Platform Recovery Disk contains the following support files:
dbdvc.txt
dbseg.txt
MigInfo.txt
rbackup.txt

Step 11. Prepare the Standby Server for

Release 6.0 (optional)
You must complete the base configuration of your Standby Server before you
can install Release 6.0 of Standby Server and restore your database. Perform
this procedure if you use tape backups.
Reviewing the Release 6.0 server requirements and setting up the

tape drive on the Standby Server
1 Review the list of requirements for a Release 6.0 server, and ensure that
your server meets each requirement. See Chapter 2, “Contact Center
Standby Server requirements.”.
2 If the new platform is equipped with a tape drive and driver software that is
not compatible with that of the Active Server, remove the tape drive and
install a compatible drive and its driver software on the new platform. For
more information, see the maintenance guide for your hardware platform.
CAUTION
Risk of database restoration failure

.
The database backup that you make on the Active Server

must be compatible with the tape drive subsystem on the
Standby Server (driver software, tape drive, and tape media).
Otherwise, you cannot restore your database.
Note: Nortel recommends that you test your network connection before you
prepare your Standby Server for full service.


Use the following checklist to record information required for your Windows
Server 2003 and Contact Center Manager Server installation. You can refer to
this checklist for specific information during the installation. Some information
is in the Platform Recovery Disk you created. However, it is still a good idea to
record the information for reference.
Step Details ✔
operating system.
__________________
Computer name ___________________________

Step Details ✔

information.
Switch name _____________________________
reference only.
192.168.100.50) _________________________
192.168.100.60) _________________________
Notes:

Step Details ✔

information
Switch name _____________________________
_______________________________________
__________________________________________
__________________________________________
Network node ID ____________________________
Service ID __________________________________
Application ID ______________________________
Service version ______________________________
Business group ______________________________
Link set name _______________________________
Password ___________________________________
___________________________________________

Step Details ✔
IP address _______________________________
Subnet mask ______________________________
________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________
ELAN subnet server
IP address _______________________________
Subnet mask ______________________________
__________________________________________
IP address _______________________________
Subnet mask ______________________________
________________________________________

Step Details ✔

information.
IP address _______________________________
Subnet mask ______________________________
________________________________________
Replication Server
information.

information.
__________________________________________
here.
__________________________________________

Step Details ✔
installation.

Step 13. Install Windows Server 2003
You must perform a fresh installation of Windows Server 2003 on the Standby
Server. Use the following checklist to perform a new installation of Windows
Server 2003.
When you install Windows Server 2003, remember to do the following:
Delete all existing partitions on the primary drives (do not alter the disabled
drives) and format the drives.
Create a new drive C partition on which to install the Windows Server 2003
operating system.
Configure the LAN network cards with the appropriate network IP
configuration (for example, subnet mask and default gateway) for the
subnet on which the server is located. The Standby Server must be
configured with a different computer name and IP address from the Active
Server.
Check that the virtual memory allocation (swap file) on the Standby Server
is RAM size times 1.5. Set both the initial and maximum size to this value.
Partition the disks to at least the minimum recommended size. For more
information, see the Contact Center Manager Planning and Engineering
Guide.
If you use a tape drive for database backup and restore, ensure the tape
drive is compatible with the current operating system and hardware
standards. For more information, see the Nortel Contact Center Manager
Planning and Engineering Guide.
Ensure that the new drives are installed with the correct RAID
administration utility (if your server is equipped with RAID). The RAID
software is platform-specific and is installed differently for each platform.

Performing a new installation of Windows Server 2003

Use the following checklist to perform a new installation of Windows Server
2003 on the Standby Server.
Step Details ✔
configuration.
Windows Edition.
Server 2003
CD-ROM.

partition.
Server 2003
Setup wizard.

Settings
window

Your Software
window

Step Details ✔
Name and
Administrator
Password
allowed).
window
Attention: To configure the daylight savings settings on your
server, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that
the Automatically adjust clock for daylight saving
changes check box is cleared.
If you are using a CS2x00/DMS switch, ensure that the
Automatically adjust clock for daylight saving changes
check box is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing
feature and are setting the time zone for the Network Control
Center server, ensure that the Automatically adjust clock
for daylight saving changes check box is checked.
Dialing
Information
window
window.
window

Step Details ✔

Components the TCP/IP parameters for the Nortel server subnet and ELAN
window network interface cards.
and ELAN cards
Properties.
site.

Step Details ✔

Computer
domain
window
workgroup name.
Server 2003. system before you install Standby Server. Remove the CD-
ROM.
software.
Tip:

Step Details ✔

programs.
Details.
SNMP is installed.

Step Details ✔
2 Click System.
Settings.
memory settings.
unexpectedly:

Step Details ✔
memory
settings
connection
for remote

system for
remote
access.

Step Details ✔
subnet and
ELAN cards. You only require one network interface card. However, if you
have more than one network interface card, you must configure
Nortel server subnet card is first, then the ELAN card, then the
virtual adapters for remote access.
cards
3 Click either the Nortel server subnet or ELAN connection,
and then from the Advanced menu, click Advanced
Settings.

Step Details ✔
Also, you require COM2 for Symposium Voice Services on
Meridian Mail.
IRQ to 4.

Step Details ✔
disk drives. to the requirements for Contact Center Manager Server Release
6.0.
not supported.
disks.

Step Details ✔

letters.
drives.
drivers
required for
your
hardware
configuration.
14 Test the Use the ping command to test both the Nortel server subnet and
network ELAN subnet network connections.
connection.

Step 14. Ensure the computer name and DNS

host name match
You must ensure your computer name and DNS host name match exactly,
including uppercase and lowercase letters. If these names do not match, you
cannot install the Standby Server database software.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and type the computer name in uppercase
letters. In Windows, your entry is used to set both the computer name and the
DNS host name. However, after the operating system is installed, you may find
that Windows set the DNS host name in uppercase letters as you entered it, but
the computer name is set in all lowercase letters. Use the following procedures
to check the names and, if necessary, change them.

1 After you install the operating system on the Standby Server, log on to the
server as Administrator.
icon.


5 Click Change.
6 Click More.


2 On the DNS Suffix and NetBIOS Computer Name window, click Cancel.
3 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step step 1 on page 576, and click OK.

button.
b. Click OK.
the server.
d. Click Properties.
e. Go back to step step 3 on page 576.
4 Click OK.
6 Click Yes.
8 To ensure the names match now, repeat the procedure Step 14. “Ensure
the computer name and DNS host name match” on page 574.

Step 15. Configure the operating system for

remote access
For support personnel to connect remotely to the server, you must configure
remote access on the server. This section shows you how to configure the
operating system for a workgroup only.
Configuring the operating system for remote access (workgroup)

1 On the Standby Server, from the Start menu, choose Control Panel >
Network Connections > New Connection Wizard.
Result: The New Connection Wizard window appears.

2 Click Next.
Result: The Network Connection Type window appears.
3 Click Set up an advanced connection, and click Next.

Result: The Advanced Connection Options window appears.

4 Ensure Accept incoming connections is selected, and click Next.

Result: The Devices for Incoming Connections window appears.
Note: The Devices for Incoming Connections window only displays if there
is a modem or other connection device installed. If there is no modem or
connection device, the Incoming Virtual Private connection window
appears.

5 Ensure that the server modem appears in the Connection devices box
with a check mark beside it, and click Next.
Result: The Incoming Virtual Private (VPN) Connection window appears.
6 Click Do not allow virtual private connections, and click Next.

Result: The User Permissions window appears.

7 Select the Administrator check box, and click Next.

Note: After you install the Windows operating system, three additional
users appear in this box: NGenSys, NGenDesign, and NGenDist. Ensure
that check marks are beside these names so that these users can connect
remotely to the server.
Result: The Networking Software window appears.
8 Ensure that default check marks appear beside the three components, as
shown in the preceding illustration.

9 In the Networking Software box, select Internet Protocol (TCP/IP), and

then click Properties.
Result: The Incoming TCP/IP Properties window appears.
10 Ensure that the check box beside Allow callers to access my local area
network is not selected.
11 Select the Specify TCP/IP addresses option.
12 In the From and To boxes, specify a range of IP addresses in the same
subnet as the Nortel server subnet IP address. This range must include at
least two available IP addresses.
Note: Obtain the range of addresses from your network administrator.
Remote access uses the first IP address. The remaining IP addresses are
loaned to each dial-in client. Your administrator must select the range
carefully.
13 Ensure that the check box beside Allow calling computer to specify its
own IP address is not selected.
14 Click OK.

15 In the Networking Software window, click Next.

Result: The Completing the New Connection Wizard window appears.
16 Type the name of the incoming connection as you want it to appear in the
Network Connections folder.
17 Click Finish.
Result: The new connection appears in the Network Connections folder.

Step 16. Install pcAnywhere version 11.5 on

the Standby Server
One licensed copy of pcAnywhere 11.5 for host computers only is provided for
the server on the Contact Center DVD. This software license enables you to
pcAnywhere is required on the Contact Center Manager Server for all four
remote technical support options:
serial port COM1
port
pcAnywhere on the client PC

To install pcAnywhere 11.5 on the client PC, you must purchase a separate
license for the client PC.

During installation the following installer information is required.
User name
Organization
Destination directory Nortel recommends that you install to the default
directory

changes and transfer them to the Contact Center Manager Server.

Note: If the Terminal Server Install Failure dialog box appears, you must
launch the pcAnywhere installer from Add or Remove Programs. This
occurs because Terminal Services must be in Install Mode before you can
install an application.
Terminal Services is not required on the server.
a. Click Add or Remove Programs to open the Add or Remove
Programs window.
b. Click Add New Programs.
c. Click CD or Floppy.
d. Click Next.
Result: The program finds the setup.exe file on the DVD and the
installation begins.
5 Click Next.


9 Click Next.
10 Click Install.

ATTENTION
pcAnywhere.

3 Continue with the following procedure to configure pcAnywhere 11.5 user
access rights.



restrict the use pcAnywhere to appropriate users (for example, Nortel support
1 Exit pcAnywhere.
d. Scroll down until you see Show Hidden Files and Folders, and then
select this option.
e. Click OK.
3 Right-click the pcAnywhere folder icon, and then click Properties.

5 In the Name box, select Administrators.


Note: If the system asks you to register pcAnywhere, click Skip, and then
Result: The Hosts option on the pcAnywhere Manager pane is selected.

5 On the Connection Info tab, ensure that only the TCP/IP check box is
selected.

7 In the Host startup area, ensure that the Launch with Windows and Run
minimized check boxes are selected.



12 In the Confirm Password box, type the same password again.

according to its Login ID.


19 Ensure that Enable conferencing and Obtain IP address automatically

are selected, as shown in the following example.
Note: If you find that your connection to a conferencing session times out,
when you try to log on, you must change Allow conference over value to a
number greater than 0.
Network icon settings.
ATTENTION
23 Click OK to apply all pcAnywhere Host PC settings.



Step 17. Copy the latest Service Update and

Platform Recovery Disk
Before you install the Release 6.0 Contact Center Manager Server software, you
must do the following:
Copy the latest Service Update pack to drive D on the Standby Server.
Copy the Platform Recovery Disk previously backed up from the Active
Server to drive D:\OldPrd on the Standby Server.
ATTENTION
Do not install the Service Update pack. The installation
program installs it automatically at the appropriate time
when you install the server software.
A Service Update is included in the Supplementary SU folder on the DVD

shipped with your software. However, check for a more recent Service Update
pack on the Enterprise Solutions PEP Library Web site at
http://www.nortel.com/espl.
Copying the latest Service Update pack and Platform Recovery Disk
to the Standby Server
1 On the Standby Server, insert the Contact Center Release 6.0 DVD into the
DVD-ROM drive.
and copy the Service Update (for example, CCMS_6.0_SU_92.msi) to the
root of drive D.
3 Create a directory called OldPrd in drive D.
4 Insert the Platform Recovery Disk you created previously into drive A.
5 Copy the contents of the Platform Recovery Disk to drive D:\OldPrd.

Step 18. Configuring the server
This section contains additional information on the configuration of the server.
Set user account policies

Before you install the Contact Center Manager Server software, you must ensure
that the account policies for the users on your server meet the following
guidelines:
The disable password must meet complexity requirements.
The minimum password age is set to 0.
The minimum password length is 0 characters.
Use a password history of 0.
Store the password using reversible encryption 0.
Change the account policy to meet your requirements after you complete the
installation.
Accessing user account policies

1 On the Standby Server, go to Start > Administrative Tools > Local
Security Policies.
Result: Local Security Settings windows open.
2 Expand Security Settings > Account Policies > Password Policy.
Result: Password Policy setting appear.
Switch type
Ensure that you are you using the same type of switch that you used for Active
Server.

Verify your Standby Server package

Before you install Contact Center Manager Server software, ensure you know
which package you are going to install so that you can type the correct
information during the installation.

Section C: Migrate the Active Server to

the Standby Server
In this section
Step 19. Migrate the Active CCMS to the Standby Server 602
Step 22. Install the Server Utility (optional) 653

Step 19. Migrate the Active CCMS to the

Standby Server
You must use the following migration procedure to install the Standby Server
software to ensure that the Standby Server is installed and configured similarly
to the Active Server.
Migrating the Active Contact Center Manager Server to the Standby

Server
2 Insert the Contact Center DVD (autorun initiates), or map to a network DVD
and run Setup.exe.

3 Select the following components:

License Manager
Server Utility (if it is installed on the Active Server)
Note: If Contact Center Manager Server is co-resident with License
Manager, select Contact Center Manager Server and License Manager.
4 Click Install.
5 Click Start.
Result: The Contact Center - Manager Server - InstallShield Wizard
window appears.

6 Click Next.
7 In the Server Type section, select Standalone (default).

8 In the Install Type section, select Upgrade from 4.2 database Migration
of 5.0 or 6.0 database.

9 Click Next.
Result: The preinstallation checker starts, and the Pre-Install Check
window appears.
10 Review the information in the tabs on this window. Nortel recommends that
you fix any errors before you continue the installation. If you make any
changes, click Refresh to rerun the preinstallation checker.

11 Click OK.
Result: The CCMS Configuration window appears.

configuration automatically. Click Next and proceed to step 13.
If you want to enter all configuration data after the installation, select

13 Click Next.


16 Click Next.


secondary switch.
is 3998.


following tasks:


Manager window.
subnet.
ELAN subnet.
28 Click Next.
step 17 on page 608.


2x00)” on page 613.

in length.
installation.
ATTENTION
the switch.

d. Click Next.

612.

in length.
installation.

j. Click Next.


Next.
ATTENTION
secondary site.

data.
ATTENTION

32 Click Next.
Replication Server.
36 Click Next.

37 Click OK.
38 Click Next.


The site name must not contain spaces or non-alphabetical characters
except for - (hyphen) and _ (underscore). The first character must be a
letter. The site name must be unique and can consist of any combination of
a minimum of 6 and up to 15 characters.
Note: You must use the same site name you used on the Active Server.
41 Click Finish.

42 Click Continue.

44 Click Begin.
Stage 1

do now. You have to click Continue a several times.
Stage 2
Stage 3

Stage 4
Stage 5 (This stage has six parts during which the database is created.)

46 Wait for the Database Restore Utility window to appear.

47 Select Local Tape Drive or Network Disk.

48 Perform one of the following tasks based on which method you are using to
restore your backed up files.
If you selected Network Disk, proceed to “Option 1” on page 625.
If you selected Local Tape Drive, proceed to “Option 2” on page 627.

Option 1
If you choose Network Disk, the following window appears.
49 Verify the details of the network disk, and click Next.



Stage 1
Stage 2

Option 2
If you choose Local Tape Drive, the following window appears.
51 Ensure that the database backup tape is in the tape drive.


Stage 1
Stage 2
53 When the restore is complete, click Done.

Result: The services start.


Result: The Server Configuration Utility window appears. The configuration
continues from Stage 1 to Stage 14.

Example: The Nortel Contact Center - Manager Server installation

success window appears.
55 Click OK.
Result: The Nortel Contact Center - Manager Server Platform Recovery
Disk window appears.

56 Click Cancel. You can create the Platform Recovery Disk after you install
the remaining components on the server (when you complete the
postinstallation tasks).
57 Click No.
Result: The InstallShield Wizard Completed window appears.
58 Click Finish.
Result: The Standby Server software is installed.
If you did not configure the Standby Server during the installation, do so
now. Continue with Step 20. “Configure your CCMS settings on the
Standby Server (optional)” on page 632.
If you configured your server settings during the installation, skip to Step
21. “Install the License Manager” on page 649.

Step 20. Configure your CCMS settings on the

If you did not configure your server settings during the installation, do so now. If
you already configured your server settings, skip to Step 21. “Install the License
Manager” on page 649.
Configuring your Contact Center Manager Server settings on the



4 Click Next.


secondary switch.
is 3998.


following tasks:

Manager window.
subnet.
ELAN subnet.
16 Click Next.
step 5 on page 633:


2x00)” on page 613.

in length.
installation.
ATTENTION
the switch.

d. Click Next.

637.

in length.
installation.

j. Click Next.


Next.
ATTENTION
secondary site.

data.
ATTENTION

20 Click Next.
Replication Server.
24 Click Next.

25 Click OK.
26 Click Next.


The site name must not contain spaces or nonalphabetical characters
except for hyphens (-) and underscores (_). The first character must be a
letter. The site name must be unique and can consist of 6 to 15 characters.
Note: You must use the same site name that you used on the Active
Server.
29 Click Finish.
30 Click Continue.

32 Review the tabs and make any changes as required, and click OK.

34 Click OK.
window appears.

Result: The InstallShield Wizard Completed window appears.
36 Click Finish.

components.

on this server, click Cancel. Proceed to Section D: “Post-installation,” on
page 659.

This procedure is a continuation from Step 19. “Migrate the Active CCMS to the
Standby Server” on page 602.


2 Click Next.



5 Click Begin.

6 Click Finish.
installed Standby Server, click Continue. Proceed to Step 22. “Install
the Server Utility (optional)” on page 653.
on this server, click Cancel. Proceed to Section D: “Post-installation,” on
page 659.

Step 22. Install the Server Utility (optional)
page 649.
Installing the Server Utility


2 Click Next.
3 In the User Name box, type your user name.

4 In the Organization box, type the name of your organization.
5 Click Next.

6 Verify the destination folder, and click Next.


7 Click Install.
Result: The Server Utility installation progress window appears.
Result: When the installation is complete, the InstallShield Wizard

Completed window appears.

8 Click Finish.
9 Click Finish.
Result: The installation is complete.
10 Restart the server.


Section D: Post-installation
In this section
Step 24. Configure the NGen user groups for remote access 664
Step 26. Add the server to domain (optional) 669


Nortel user accounts on the Standby Server as soon as you finish the installation.

software installation. To ensure server security, change the NGenDist,
NGenDesign, and NGenSys passwords.

Password security

NGenSys
NGenDist

NGenDesign
ATTENTION

Management.


6 Click Proceed.
8 In the Confirm Password box, type the same password you entered in the
Password box.
9 Click OK.
10 Click OK
12 Click Exit to save changes.
server.

If you changed the NGenSys password, continue with the following

procedure.
ATTENTION
Changing the NGenSys password for the MAS Backup and Restore
service
1 On the Standby Server, click Start > Settings > Control Panel >
Administrative Tools.
2 Click Services.
3 Scroll to the MAS Backup and Restore service, and then select it.
5 Click the Log On tab, and then type the current NGenSys password in the
Password and Confirm Password boxes.
NGenDist, NGenDesign, or NGenSys password” on page 661.
6 Click OK.
ATTENTION
You must log on as NGenSys to monitor and manage the
server.


remote access



3 Right-click the incoming connection that you created in Step 15. “Configure
the operating system for remote access” on page 578, and then choose
Properties.
appears.

NGenSys.
window.

ATTENTION
server to domain (optional)” on page 669 for information

3 On the pcAnywhere manager (left side), select the Hosts option.


Result: The Callers tab appears.

7 Below the Caller list heading, click the New item icon( ).

9 From the Domain list, select the name of the server for Standby Server.



reappears.

Step 26. Add the server to domain (optional)
This step shows you how to add your Standby Server to an existing domain, and
perform other necessary tasks to make your server work in a domain. To perform
this step, you need domain administrator’s privileges, or ask the domain
administrator to assign you a domain user account for remote access.
ATTENTION
Adding Standby Server to your domain

1 On the Standby Server, right-click My Computer, and then select
Properties.
3 Click Change.
4 In the Computer Name Changes window, change the computer's name and
a. Click the Domain option.
6 Click OK.


to this user. When you dial in to the Standby Server RAS configuration, the
domain controller authenticates the user. Because no local dial-in account is
created on Standby Server, the system no longer uses the accounts NGenDist
and NGenDesign for dial-up access. However, after you establish dial-up
connection using the domain user account, the pcAnywhere user accounts can
still use the NGenDist or NGenDesign accounts.

1 On the Standby Server, from the Start menu, choose Administrative
Tools > Routing and Remote Access.

2 Right-click the local server name, and then select Configure and Enable
Routing and Remote Access.
3 Click Next.

4 Make sure Remote Access (dial-up or VPN) is selected, and then click
Next.
5 Click Dial-up, and then click Next.


7 Select From a specified range of addresses, and then click Next.


8 Click New.

10 Click Next.


12 Click Finish.
installed on your server.


must set up your user accounts for remote access. Choose from one of the
Option 1: Creating a domain user while using NGenDist account for

pcAnywhere
in access.
Note: Nortel recommends using a user name and password that are
carefully as they are required to remotely support the Contact Center
Manager Server Release 6.0 server.
2 On the Contact Center Manager Server Release 6.0 server, no changes
are required to the operating system, RAS configuration, server software,
or pcAnywhere installation.
3 When you dial in to the Release 6.0 server of Contact Center Manager
Server, the system prompts the remote user for a domain user account and
password. After the domain controller authenticates the domain user
account and password, you can start the pcAnywhere session.The
pcAnywhere logon can still use the NGenDist or NGenDesign account.
Note: Since there is no local record of the domain user account, you must
maintain two user accounts, one is the domain user account, and the other
is the local pcAnywhere account.

controller with dial-in access, as in Option 1. However, you also use the same

in access.
Note: Nortel recommends that you use a user name and password that are
carefully as they are required to remotely support Contact Center Manager
Server.
2 On the Contact Center Manager Server, no changes are required to the
operating system, RAS configuration, or server software, except for the
pcAnywhere configuration.
3 On the pcAnywhere configuration, you must select a domain user account
from the domain controller in the pcAnywhere Add Users window.
Note: The Contact Center Manager Server user must be logged on using
an account with domain Administrator privileges before configuring
pcAnywhere users.

If you are using a Communcation Server 1000/Meridian 1 PBX switch, stop and
disable the Windows Time Service.

adjust the
Communcation Server 1000/Meridian 1 PBX time to match the domain
controller time.
1 On the Standby Server, on the Windows desktop, right-click My Computer
and choose Manage > Services and Applications > Services.
2 In the right pane, right-click Windows Time Service, and then select Stop.
3 When the Windows Time Service stops, right-click Windows Time Service
again, and then select Properties.
5 Click Apply, and then click OK.


7 Close the window.
Nortel recommends that the time difference between the Communcation Server
1000/Meridian 1 PBX and the domain controller time be kept within a few
seconds (+/- 10 seconds). The maximum difference is 5 minutes before
Kerberos authentication problems may arise. Check the times on the
Communcation Server 1000/Meridian 1 PBX and the domain once a month to
ensure that the 5-minute tolerance is not exceeded.


As part of the migration of the Active Server to Standby Server, you must
configure the Standby Server so the Real-Time Statistics IP address, Real-Time
Display Multicast Controller Utility (MulticastCtrl.exe), and Real-Time Display
Multicast Configuration Utility (RSMConfg.exe) are set up as same as the
Active Server.
modify RSMs settings to conform to the requirements of your RSM-dependent
applications.
ATTENTION
Administration. If RSM compression is configured on Active
Server, Contact Center Manager Administration real-time
displays will not work.


ATTENTION
Maintenance Guide.
Use the mRcv.exe utility on both the Active Server and Standby Server to
verify that the RSM service is sending data to the appropriate ports. The

and begin using the RSM service. Ensure the information matches on the
Standby Server.
Modify the default settings on the Active Server and Standby Server to
values recommended by your RSM-dependent applications. The

After installing the optional Real-Time Statistics Multicast (RSM) feature, you
can modify the RSM component default settings on the Active Server and
Standby Server to reflect the requirements of your organization. You can modify
the following settings:
received
ATTENTION
This section describes how to modify and then enable changes to the RSM
service on the Active Server or Standby Server.
components. RSM settings are configured through the RSM configuration and

service on Active Server or Standby Server. This service must be aware of IP
multicast changes to send the appropriate data.
changes.

After the RSM component is installed on both the Active Server and Standby
Server, you can use the following utilities to reconfigure RSM:
RTD Multicast Controller Utility (MulticastCtrl.exe)—Use this utility to
modify settings for those applications that require that real-time statistics be
turned on manually.
depending upon the applications that receive data from the RSM service.
RTD Multicast Configuration Utility (RSMConfg.exe)—Use this utility to
change

RSM service

settings.

Ensure you perform this procedure on both the Active Server and Standby
Server.
1 From the windows Start menu, choose Programs > Nortel Contact
Center > Manager Server > Multicast Stream Control.
2 Click the Moving Window or Interval To Date check boxes, or both, for
Skillset
Application
Agent
Nodal
IVR
Route
Compression
Skillset
Application

Agent
Nodal
Compression
3 Click Apply.
Tip: You must also use the controller utility’s Apply button to activate
changes to multicast rates made in the configuration utility. Refer to
“Activate modifications to the RSM service in Contact Center Manager
Server” on page 687 for more information.
4 Click Close.
service.

Server
Perform the following steps to modify the multicast IP settings on the Active
Server and Standby Server.
ATTENTION
use the RSM service in Contact Center Manager Server

1 From the windows Start menu, choose Programs > Nortel Contact
Center > Manager Server >Multicast Address and Port Configuration.
ATTENTION
reserved for administrative scoping.The IP multicast
2 In the Multicast IP group box, type the IP multicast address that was
Manager Server.
ATTENTION
If you change the IP port settings, this can cause some
applications that are dependent upon the RSM service to
malfunction.

4 Change the Multicast time to live (TTL) value to a value that is appropriate
for your network.
ATTENTION

ATTENTION
If you change the Multicast Rate for any display in RTD
by the change.
Tip: If you have made an error in modifying the multicast IP group, TTL, IP
ports, or the multicast rates for each port, you can restore the original
values by clicking Registry Value or Default Value. Note that if you modify
any of these values and click OK or Apply, the appropriate registries are
updated with your changes. If you click Registry Value after the
modifications are saved to the registry, it has no effect.

6 Click OK.
you must open the configuration utility and click Apply. Refer to the
following procedure, “Activate modifications to the RSM service in Contact
Center Manager Server”, for more information.

data at the current rate until you open the Controller utility and click Apply.
Perform this procedure on both the Active Server and the Standby Server.
1 From the Start menu, choose Programs > Windows Explorer.
D:\Nortel\iccm\bin
4 Click Apply.
5 Click Close.
new RSM settings on Contact Center Manager Server except multicast
rates).

Server


2 Click Services.
4 Click Stop.
5 Click Start.
6 Click Close.
starts.
j. Click Close.


After you install RSM on the Active or Standby Server or modified RSM and
restarted SDP_Service, you can use the Multicast Receive utility (mRcv.exe) to
test the RSM service. mRcv.exe displays statistical information according to the
settings specified in a configuration file called mRcv.ini.


3 Use a text editor to open mRcv.ini.

port numbers that you can use in your test. Refer to “Sample mRcv.ini file”
on page 690 for an example of the information in a standard mRcv.ini file.
[MCast]
IP=234.5.6.7
Port=6040
ATTENTION

start mRcv.exe to begin the test. Refer to “Starting the mRcv application” on
page 691 for more information.

The sample below is the default mRcv.ini file provided by the Contact Center
bottom of the file.
#######################################################
# mRcv.ini file
#
#######################################################
[MCast]
IP = 234.5.6.7
Port = 6050


Ensure you perform this procedure on both the Active Server and Standby
Server.
3 Double-click mRcv.exe. The mRcv.exe utility appears in a console window

displaying data from the port and IP address that you specified in the
mRcv.ini file.


Section E: Set up and test Warm

Standby
In this section
Step 28. Set up the Warm Standby configuration on the Replication Server694
Step 29. Test the Standby Server configuration 711

Step 28. Set up the Warm Standby

configuration on the Replication Server
Follow this procedure to set up the Warm Standby configuration on the

Replication Server.
ATTENTION
If you must restore your Active Server database, first remove
the warm standby setup, restore the database, then reconfigure
your warm standby setup. If you do not, the restoration fails
and you receive a database user login error.

1 On the Standby Server, from the Start menu, choose Programs > Nortel
Contact Center > Replication Server > Replication Server
Management.

2 Click Create.
address for the Active Server.
address for the Standby Server, and click OK.
Note: Enter names for only the Active and Standby Servers that were
name for each Active and Standby Server must match the computer name
configured on the server. If no Active and Standby Servers are configured
to use the Warm Standby feature, or if you want to create a Warm Standby
configuration at a later time, click Cancel.


appears.
.
5 Use the Database Backup utility on the Active Server to back up the Active
Contact Center Manager Server database. After you complete the back up,
use the Database Restore utility on the Standby Server to restore this
database backup. This initializes the Standby Server database.
ATTENTION
To initialize the Standby Server database correctly, ensure you
do the following:
Back up the Active Server database only after you are
Use the backup utility to initialize the Standby Server
backups until after you initialize the Standby Server.

a. On the Active Server, insert a blank tape into the tape drive.


Backup.
backup.

of your server, and network traffic. Leave the DOS window open so you

appears.

h. Click OK.
save it.
a. On the Active Server, ensure the services on the server are running.
b. Select Start > Programs > Nortel Contact Center > Manager Server
> Database Backup.


g. Click Next.
h. If your backup is already scheduled, the system automatically sends
the database backup files to the remote directory.

i. If your backup is not scheduled, click Start Backup.

j. To start your backup, skip to step k; otherwise, click Cancel to save

your settings and exit.
k. Click Start Backup.
backup.

of your server, and network traffic. Leave the DOS window open so you
l. Wait until the completed OK message appears in the DOS window.
m. Press Enter, type quit, and press Enter again.


n. Click OK.
o. Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file
warnings.
p. Perform one of the following tasks:
q. Proceed to “Restoring the database from a remote directory backup”
on page 706.


Database Restore.


g. Click Done.




location.
location.
i. Click Next.


the restore.
complete.
l. Click Done.


7 Click Yes.

page 719.


switchover.
unavailable.
Active Server to the Standby Server starts automatically when the
heartbeat between the Replication Server and the Active Server fails for
a duration in excess of the Alarm Switch Over/Timeout value.
Note: Automatic switchover is limited to the operation of the Standby
and CallPilot.
12 Click OK.

Step 29. Test the Standby Server

configuration
It is important to test the Standby Server configuration. In order to properly test

your Standby Server configuration, set up the switchover using Option One.
Once you test the configuration, you can change to Option Two if you desire.
Option One—Option One switchover is invoked manually, or it is used in
conjunction with the Automatic Switchover option if it is enabled. This
option configures the Secondary Server for use and launches its Contact
Center Manager services without further user intervention.
or third-party applications with the address of the Secondary Server, and
updating Nortel or third-party applications with the address of the
Secondary Server involves significant overhead
Use the following procedure to test your Standby Server configuration prior to
switch over. For more information on switching over from Active Server to
Standby Server, see “Switch over to the Standby Server” on page 717.
Testing the Standby Server configuration

2 Go to Start > Programs > Nortel Contact Center > Replication Server >
Replication Server Management.
3 Select the Active and Standby Servers you want to switch from the list.
4 Click Edit.
Result: The Replication Properties window appears.
5 Select Option One.

6 Click OK.
Result: The Replication Server Management window appears.
7 Click Switchover.
Result: A message prompts you to shutdown the Active Server services.
8 Log on to Active Server.
9 Go to Start > Programs > Nortel Contact Center > Manager Server >
Shutdown.
10 Accept the shut down of services when prompted.
11 On Replication Server, select OK in the Shutdown Active CCMS window
Result: The system begins to switch Active Server and Standby Server.
Once completed, you are prompted with a Stage one complete window.
12 Click OK.
Result: The Replication Server completes the switch over.
13 Go to Start > Programs > Contact Center Standby Server > Replication
Server Monitor.
Result: The Replication Server Monitor window appears.
Note: For more information on the Replication Server Monitor, see
“Running the Replication Server Monitor” on page 885.
14 Ensure that the former Standby Server is listed under the Active Database
heading.
15 Ensure that the former Active Server is listed under the Standby Database
heading.
16 Ensure the status is Active for both servers.
17 Log on to the former Standby Server, now the Active Server.
18 Go to Start > Programs > Nortel Contact Center > Manager Server >
Server Monitor.
Result: The Server Monitor window appears.
19 Ensure that all services are running.
20 Log on to the former Active Server, now the Standby Server.
21 Go to Start > Programs > Administrative Tools > Services.

22 Ensure that all Contact Center Manager Server services are stopped.
At this point you can assume the system has successfully switched over. You can
switch the system back to the original setup by repeating this procedure.
Once completed, you can edit the system configuration select Option Two, if
desired. You can, also, select Automatic Switchover for Option One, if desired.
For more information on Option One, Option Two, and switchover, see “Switch
over to the Standby Server” on page 717.


Par t 3
Switch over the servers

Standard 10.12

Chapter 7
Switch over to the Standby Server
In this chapter
Overview 718
Section A: Option One switchover 725
Section B: Option Two switchover 787
Section C: Restore the Primary Server to active mode 837

Switch over to the Standby Server Standard 10.12
Overview
ATTENTION
In this chapter, the terms Active Server and Standby Server are
replaced with the terms Primary Server and Secondary Server.
This is due to the switching over of the active and standby
roles of the servers. The terms Primary Server and Secondary
Server refer to the physical servers, and do not change. These
labels are followed by the server state, either active mode or
standby mode, which does change.
A Warm Standby configuration ensures that the content of the Secondary Server
(standby mode) database mirrors the Primary Server (active mode) database.
When required, you can use the Secondary Server in place of the Primary server
to operate the Contact Center Manager Server application. When the Secondary
Server (standby mode) operates as the Secondary Server (active mode), it runs
the Contact Center Manager Server application, and its database is updated as
part of normal contact processing. To have the Secondary Server run the Contact
Center Manager Server application, you perform a switchover on the
Replication Server so that the Secondary Server (standby mode) becomes active
and transactions are copied from the Secondary Server (active mode) to the
Primary Server (standby mode).
You can switch over to the Secondary Server (standby mode) for the following
reasons:
1. The Primary Server requires maintenance, preventing it from running the
Contact Center Manager Server application.
2. The Primary Server has a hardware failure such as disk failure or memory
failure.
3. The Primary Server has a network failure.
4. You want to test your Secondary Server configuration.

January 2008 Switch over to the Standby Server
Switchover options
The two switchover options are as follows:
Option One—Option One switchover is invoked manually, or it is used in
conjunction with the Automatic Switchover option if it is enabled. This
option configures the Secondary Server for use and launches its Contact
Center Manager services without further user intervention.
or third-party applications with the address of the Secondary Server, and
ATTENTION
If you are using LinkPlexer, you must select Option 2 so that
the IP address and the computer name of the Active Contact
Center Manager Server, which coresides with the License
Manager in a nodal license environment, remains the same
after the switchover. If you do not select Option 2, you will
have to reconfigure LinkPlexer. For more information, see the
Nortel LinkPlexer Installation and Configuration Guide (297-
2183-964).

updating Nortel or third-party applications with the address of the
Secondary Server involves significant overhead.
ATTENTION
If the Primary and Secondary Servers are members of a
Windows domain, the domain administrator must remove the
Secondary Server computer name from Active Directory
Users and Computers on the domain controller. You can then
change the name of the Secondary Server to that of the
Primary Server.

Stage One and Stage Two

During the switchover procedure, this document refers to Stage One and Stage
Two. Stage One is complete when the Secondary Server is active and running
the Contact Center. At this point the Primary Server is neither in active nor
standby mode.
Stage Two is complete when the Primary Server is set in standby mode and data
is replicated from the Secondary Server (active mode) to the Primary Server
(standby mode).
When Stage One is complete, decide when and if to proceed to Stage Two. This
depends on the outage scenario.
At the end of Stage One, you must check the multicast configuration on the
Secondary Server (active mode), otherwise Real-Time Displays (RTD) do not
work. If this is the first time the Secondary Server is configured as active, the
multicast is not configured because it is not retained in the database restore
procedure. To check the multicast configuration, go to Programs > Nortel
Contact Center > Manager Server > Multicast Stream Control and Programs >
Nortel Contact Center > Manager Server > Multicast Address and Port
Configuration.
Outage scenarios
Three outage scenarios are documented for each option.
Planned outage—Use this procedure in the event of a planned outage due
to testing in the lab or at a customer site. You can continue to Stage Two
immediately after Stage One is complete.
Short-term failure—Use this procedure in the event of a short-term failure
or shutdown. You do not necessarily continue to Stage Two immediately
after Stage One is complete. First, you must decide whether to remove the
Warm Standby configuration. Decide based on the size of the Stable Queue.
After Stage One of the switchover is complete, the Secondary Server
replicates transactions to the Replication Server. The transactions are
buffered in the Stable Queues on the Replication Server.

If the outage of the Primary Server is likely to approach or exceed the

worst-case duration provided for by the Stable Queues, remove the Warm
Standby configuration. The Secondary Server operates in the nonredundant
mode until the Primary Server is recovered; you can reconfigure the Warm
Standby configuration.
If the outage of the Primary Server does not exceed the worst-case duration
provided for by the Stable Queues, when the Primary Server is recovered,
you can continue with Stage Two of the switchover procedure.
Long-term failure—Use this procedure in the event that the Primary
Server suffers a long-term or permanent outage or shutdown. You do not
continue to Stage Two immediately after Stage One is complete.
You must remove the Warm Standby configuration for the Secondary
Server. For more information, see “Remove Warm Standby configurations”
on page 833.
When a new platform for the Primary Server is available, you can
reconfigure the Warm Standby configuration. Initially the Secondary Server
operates in active mode; therefore you must use the switchover utility to
switch the recovered Primary Server to active mode.
Host name
The Primary host name is the host name originally configured on the Primary
Server (active mode). The Secondary Server (standby mode) is configured with a
separate host name. Other Contact Center components, such as Contact Center
Manager Administration and Contact Center Multimedia, connect to the Primary
Server (active mode) using the Primary host name.
When you use the Option One switchover, each physical server keeps its original
host name. You must reconfigure the other Contact Center components to point
to the Secondary Server (active mode) host name.
When you use the Option Two switchover, you must reconfigure the Secondary
Server with the Primary host name during the switchover. The other Contact
Center components continue to use the same Primary Server host name that they
used before the switchover.

Nortel server subnet IP address

Use only one active Nortel server subnet IP address with the active server
(Primary or Secondary) for Contact Center Manager Server. The active Nortel
server subnet IP address is the Nortel server subnet IP address that you originally
configured on the Primary Server (active mode). Components, such as Contact
Center Manager Server, that are connected to the Nortel server subnet always
connect to the active server (Primary or Secondary) using the active Nortel
server subnet IP address.
When you use the Option One switchover, each physical server keeps its original
Nortel server subnet IP address. You must reconfigure the other Contact Center
components to point to the new Secondary Server (active mode) IP address.
When you use the Option Two switchover, you must reconfigure the Secondary
Server with the active Nortel server subnet IP address during the switchover. The
other Contact Center components continue to use the Nortel server subnet IP
address that they used before the switchover.
ELAN subnet IP address (optional)

You can configure the Primary and Secondary Servers with unique or identical
ELAN subnet IP addresses. If your system is connected directly to the
Communication Server 2x00/DMS/SL-100 switch , you must configure the
Secondary Server with the same ELAN subnet IP address as the Primary Server.
If you configure the Primary and Secondary severs with the same ELAN subnet
IP address, you need to disconnect the Secondary Server from the ELAN subnet
if the ELAN subnet IP address was configured in DNS.
If your Primary and Secondary servers are connected to the Communication

Server 2x00/DMS/SL-100 switch using LinkPlexer, you can use unique IP
addresses for each server. LinkPlexer allows you to have both the Primary and
Secondary servers connected to the network with unique IP addresses.

License Manager
If you are using nodal licensing, you must install the License Manager on the
Primary Server (active mode) and on the Secondary Server (standby mode).
After the switchover is complete, the License Manager on the Secondary Server
(active mode) is left running.
If you are using corporate licensing, Nortel recommends that you do not install
the backup License Manager on the Secondary Server. In this scenario, install
the backup License Manager on a separate computer.


Section A: Option One switchover
In this section
Overview 726
Switch over the servers for a planned outage (Option One) 728
Switch over the servers for a short-term failure (Option One) 745
Switch over the servers for a long-term failure (Option One) 765

Overview
When you use the Option One switchover, both the Primary Server (active
mode) and the Secondary Server (standby mode) are configured with unique IP
addresses and computer names. The Secondary Server (standby mode) retains its
original IP address and computer name after the switchover; therefore, less user
intervention is required.
ATTENTION
You invoke Option One switchover manually, or use it in conjunction with the
Automatic Switchover option, if this is enabled. Option One configures the
Secondary Server for use and launches the Secondary Server services without
further user intervention.
Option One must be used in Geographic Redundancy scenarios. With

Geographic Redundancy, the Primary and Secondary Contact Center Manager
Servers are geographically dispersed. They are likely in different network
subnets. The entire setup is duplicated at the secondary site (including CS1000,
CallPilot, and Contact Center Manager Administration). Therefore, you perform
fewer post-switchover steps, as all of the entities that connect to Contact Center
Manager Server at the secondary site are already configured with the IP address
of the Secondary Server.

You can also use Option One in Campus Redundancy scenarios if updating
Nortel or third-party applications with the address of the Secondary Server does
not involve significant overhead.
ATTENTION
2183-964).
Deciding which scenario to use

If the Stable Queue has enough space to handle replication, use the short-term
option. If not, use the long-term option.
CAUTION
Risk of malfunction
.
The Stable Queue stores transactions temporarily until the

Replication Server executes the transactions to the Secondary
Server (standby mode) database. If the Secondary Server is
unavailable, for example, because it is now operating in active
mode, the Stable Queue eventually fills up. As a result, the
Secondary Server (active mode) cannot send transactions to the
Replication Server.
The length of time that the Stable Queue can store transactions
depends on the size of your Stable Queue. Ensure that you
configure sufficient Stable Queue space using the Standby Server
Stable Queue tool.
To avoid data loss, restore the Primary Server to standby mode and
complete the switchover as soon as possible. If the Primary Server
is unavailable for an extended period, remove the Warm Standby
configuration. For more information about removing a Warm
Standby configuration, see “Remove Warm Standby
configurations” on page 833.

Switch over the servers for a planned outage

(Option One)
Follow these procedures for a planned outage, such as due to testing in the lab or
customer site. You can continue to Stage Two immediately after Stage One is
complete.
The procedures for a planned outage are:

Switching over the server—At the end of this procedure, Stage One is
complete.
Completing post-switchover tasks on other components:
Server Utility
Contact Center Manager Administration
Network Control Center
CallPilot
Contact Center Multimedia
Communication Control Toolkit
third-party applications
Completing the switchover—At the end of this procedure, Stage Two is

complete.
Each page of this switchover procedure is marked with this icon:

Switching over the server

Stage One begins
Stage One of the switchover is complete when Contact Center Manager
Server services start on the Secondary Server.
Replication Server > Replication Server Management.
3 From the list, select the Primary and Secondary Servers you want to
switch.
4 Click Switchover.

Result: A message prompts you to shut down the Primary Server (active
mode).
CAUTION
Risk of malfunction
.
After you complete this step, you cannot stop the switchover.
a. Close any sessions of all Contact Center Manager Server clients and
any third-party clients that can update the database.
b. From the Start menu on the Primary Server (active mode), choose
Programs > Nortel Contact Center > Manager Server > Shutdown.
Note: If the Primary Server (active mode) stopped running due to a
loss of power supply or similar malfunction, you can assume that the
Contact Center Manager Server application stopped running.
5 Click OK.
Note: If you do not want to continue, click Cancel.

The Replication Server connects to the Secondary Server (standby mode)

and configures it as the Secondary Server (active mode).

The Replication Server starts the Contact Center Manager Server services
on the Secondary Server (active mode).
Stage One is complete

Server services start and the Secondary Server is active and running the
Contact Center.

Secondary Server (active mode), otherwise RTDs will not work. If this is the
first time the Secondary Server is configured as active, multicast is not
configured because it is not retained in the database restore procedure.
To check the multicast configuration, go to Programs > Nortel Contact
Center > Manager Server > Multicast Stream Control and Programs >
Configuration.
6 Do not click OK or Cancel on this window. Leave this window open and
complete the post-switchover steps.
Note: When you complete the post-switchover steps, return to this window
and click OK to complete the switchover. For more information, see “Post-
switchover tasks” on page 733.
Post-switchover tasks
You must complete the following tasks on other system components.
Launching the Server Utility

Only complete this task the first time you perform the switchover to the
Secondary Server.

1 Log on to the server on which you installed the Server Utility.

Server Utility > Server Utility.
appears.
3 Enter the sysadmin user ID and password and the server name or IP
address.

4 Click OK.

6 Click Accept.
Configuring Contact Center Manager Administration

You must configure Contact Center Manager Administration with the name of
the Secondary Server.
3 Select the name of the Primary Server.
4 From the Server menu, select Edit Properties.

5 In the Server Name box, type the name of the Secondary Server (active
mode).
6 In the IP Address box, ensure that the IP address of the Secondary Server
(active mode) appears.
7 Click Submit.

Result: The server name is updated. Now you can use Contact Center
Manager Administration to manage the Secondary Server (active mode).
Updating the Network Control Center

You must update the IP address on the Network Control Center if the Secondary
Server is a node in a Contact Center network.
1 On the Network Control Center, run the Configuration utility (nbconfig -
admin).
2 On the Site Table tab, select the site name corresponding to the
Secondary Server (active mode).
3 Select Edit.
4 Enter the IP address of the Secondary Server (active mode).

5 Click Verify to check the connection to the Secondary Server (active

mode).
6 Click Apply. This synchronizes the other nodal servers with the IP address
of the Secondary Server (active mode).
7 Click Refresh to check the progress of the synchronization. The
synchronization is complete when all nodes show S in the Flags column.
Updating the CallPilot server

If you are using CallPilot in the Contact Center to provide treatments and IVR,
you must update the CallPilot server with the Nortel server subnet IP address of
the Secondary Server (active mode).
1 Run the Configuration Wizard on the CallPilot server.
2 Enter the new Nortel server subnet IP address.
3 When you complete the configuration, restart the CallPilot server.

Updating the Contact Center Multimedia server

You must edit the server settings in Contact Center Multimedia.
1 In the Contact Center Multimedia Administration window, expand
Contact Center Multimedia.
2 Expand General Administration.

3 Double-click Server Settings.

Result: The Server Settings window appears.

5 Click Edit.
Result: The Server Properties window appears.

6 In the Server Name box, change the name to the Secondary Server (active
mode) name. The default server port depends on the server you are
configuring.
7 Click Save.
Result: A warning appears describing potential errors for changing this
server.
8 Click OK.
9 In the Server Settings window, click the Contact Center License Server.
10 Click Edit.
11 In the Server Name box, change the name of the Contact Center License
server.
12 In the Server Port box, change the port number for the Contact Center
License server. The default port number is 3998.
13 In the Backup Server box, type the name for the backup License Manager
server, if you have one.
14 Click Save.
server.
15 Click OK.
16 Click Close.

17 Stop and restart the Contact Center Multimedia services.

a. On the Windows Start menu, click Programs > Administrative Tools
> Services.
b. Stop the CCMM Starter service.
c. Stop the CCMM License service.
d. Start the CCMM License service.
e. Start the CCMM Starter service.
Updating the Communication Control Toolkit server

You must update the Communication Control Toolkit server CMF mode with the
new host name.
1 Go to Start > Programs > Nortel > Communication Control Toolkit >
Console.
2 Select CCT Server.
3 Select the CMF configuration tab.
4 In the CCMS server name box, type the new host name.
5 Click OK.
6 Close the console.
Reconfiguring third-Party applications

You must reconfigure any third-party applications that are configured with the
computer name or IP address of the Primary Server (active mode) with the
server name and IP address of the Secondary Server (active mode). You can
retrieve the IP address information from the appropriate SNMP trap.

Completing the switchover

This procedure is a continuation of the procedure “Switching over the server” on
page 729.
1 Click OK to complete the switchover.
Note: You can click Cancel if you want to complete the switchover at a later
time.
Stage Two begins

Stage Two is complete when the Primary Server is set in standby mode and
data is replicated from the Secondary Server (active mode) to the Primary
Server (standby mode).

Result: The Primary Server (active mode) becomes the Primary Server
(standby mode). The following window appears.
Stage Two is complete

Result: The switchover is complete
2 Click Done.
What is next?
The servers have now switched roles. The Primary Server is in standby mode
and the Secondary Server is in active mode. To switch back, so the Primary
Server is in active mode and the Secondary Server is in standby mode, repeat
this set of procedures.

Switch over the servers for a short-term failure

(Option One)
Complete these procedures for a short-term failure or shutdown. For a short-

term failure, you do not necessarily continue to Stage Two immediately after
Stage One is complete. First, you must decide whether to remove the Warm
Standby configuration. Decide based on the size of the Stable Queue.
After Stage One of the switchover is complete, the Secondary Server replicates
transactions to the Replication Server. The transactions are buffered in the Stable
Queues on the Replication Server.
If the outage of the Primary Server is likely to approach or exceed the worst-case
duration provided for by the Stable Queues, remove the Warm Standby
configuration. The Secondary Server operates in the nonredundant mode until
the Primary Server is recovered; you can reconfigure the Warm Standby
configuration.
provided for by the Stable Queues, when the Primary Server is recovered, you
can continue with Stage Two of the switchover procedure.
The procedures for a short-term failure are:

complete.
Removing Warm Standby configurations
Server Utility
CallPilot



Stage One begins
switch.
4 Click Switchover.

mode).
CAUTION
Risk of malfunction
.
b. From the Start menu on the Primary Server (active mode), choose
Programs > Nortel Contact Center > Manager Server > Shutdown.
loss of power supply or similar malfunction, you can assume that the
Contact Center Manager Server application stopped running.
5 Click OK.




Contact Center.

Configuration.
Note: Only complete this task the first time you perform the switchover to
If the Primary Server is ready to switch over to standby mode, click OK
and continue with step 7 on page 752.
If the Primary Server is unavailable, click Cancel. The switchover is
suspended. You must still complete the post-switchover tasks on 754.
ATTENTION
If the outage of the Primary Server is likely to approach or
exceed the worst-case duration provided for by the Stable
Queues, remove the Warm Standby configuration. The
Secondary Server (active mode) operates in the non-
redundant mode until the Primary Server is recovered;
then you can reconfigure the Warm Standby
configuration.
Otherwise, when the Primary Server is recovered, you
The database updates are replicated from the Secondary
Server to the Primary Server. Thereafter, to switch back
to the Primary Server you must invoke the switchover
utility on the Replication Server. For more information,
see “Remove Warm Standby configuration” on page 775.

Result: If you clicked Cancel, the following window appears.
If you clicked OK, the Replication Server Management window appears.
7 Click OK to close the Replication Server Management window.

8 To continue with the switchover, click OK in the Switchover - Stage One

Complete window.
Stage Two begins

Result: The Primary Server (active mode) becomes Primary Server

The configuration continues, and then the following window appears.

9 Click Done.
10 Continue with the post-switchover tasks.

Secondary Server.


appears.
address.

4 Click OK.

6 Click Accept.


mode).
7 Click Submit.


admin).
3 Select Edit.


mode).






5 Click Edit.

configuring.
7 Click Save.
server.
8 Click OK.
10 Click Edit.
server.
14 Click Save.
server.
15 Click OK.
16 Click Close.


> Services.

new host name.
Console.
5 Click OK.

What is next?
At this point, both Stage One and Stage Two are complete. The Secondary
Server is operating in active mode and the Primary Server is operating in
standby mode, if the Primary Server is recovered.

If you did not complete the switchover procedure, when the Primary Server is
recovered, you can continue with Stage Two of the switchover procedure. The
database updates are replicated from the Secondary Server (active mode) to the
Primary Server (standby mode). Thereafter, to switch back to the Primary Server
(active mode), you must invoke the switchover utility on the Replication Server.
To continue with Stage Two of the procedure, complete the following steps:
1. On the Replication Server, from the Start menu, choose Programs > Nortel
Contact Center > Replication Server > Replication Server Management.
2. From the list, select the Primary and Secondary Servers you want to switch.
3. Click Switchover. The Stage One Complete window appears.
4. To continue with the switchover, click OK in the Switchover - Stage One
Complete window.
5. Follow the procedures starting with step 8 on page 753.
To switch the servers back to their original modes, so the Primary Server is in
active mode and the Secondary Server is in standby mode, see “Switch over the
servers for a planned outage (Option One)” on page 728.

Switch over the servers for a long-term failure

(Option One)
Follow these procedures in the event that the Primary Server suffers a long-term
or permanent outage or shutdown. You do not continue to Stage Two
You must remove the Warm Standby configuration for the Secondary Server. For
more information, see “Remove Warm Standby configurations” on page 833.
When a new platform for the Primary Server is available, you can reconfigure
the Warm Standby configuration. Initially the Secondary Server operates in
active mode; therefore you must use the switchover utility to switch the
recovered Primary Server to active mode.
The procedures for a long-term failure are:

complete.
Removing the Warm Standby configuration
Server Utility
CallPilot

CAUTION
Risk of malfunction
.

Replication Server.
Stable Queue tool.
Stage One begins



switch.
4 Click Switchover.

Result: A message prompts you to shut down the Contact Center Manager
Server services on the Primary Server (active mode).
CAUTION
Risk of malfunction
.
b. From the Start menu, choose Programs > Nortel Contact Center >
loss of power supply, you can assume that the Contact Center Manager
Server application stopped running.

5 Click OK.
Result: If you clicked OK, the following window appears.



Contact Center. At this point, the Primary Server is neither in active nor
standby mode.

Configuration.
If the Primary Server is ready to switch over to standby mode, click OK
and continue with step 7 on page 772.
If the server is unavailable, click Cancel. The switchover is suspended.
If the switchover is suspended, you still must complete the post-
switchover tasks on page 777.
ATTENTION
If the outage of the Primary Server is likely to approach or
exceed the worst-case duration provided for by the Stable
Queues, remove the Warm Standby configuration. The
Secondary Server (active mode) operates in the non-
redundant mode until the Primary Server is recovered;
then you can reconfigure the Warm Standby
configuration.
Otherwise, when the Primary Server is recovered, you
The database updates are replicated from the Secondary
Server to the Primary Server. Thereafter, to switch back
to the Primary Server you must invoke the switchover
utility on the Replication Server. For more information,
see “Remove Warm Standby configuration” on page 775.

Result: If you clicked Cancel, the following window appears.
If you clicked OK, the Replication Server Management window appears.
7 Click OK to close the Replication Server Management window.

8 To continue with the switchover, click OK in the Switchover - Stage One
Complete window.

Stage Two begins

Result: The Primary Server (active mode) becomes the Primary Server

The configuration continues, and then the following window appears.

9 Click Done.
10 Continue with the post-switchover tasks on page 777.

Remove Warm Standby configuration

Complete this procedure only if the outage of the Primary Server is likely to
approach or exceed the worst-case duration provided for by the Stable Queues.
When you remove the servers from the Warm Standby configuration, the system
must update the replication configuration data in the active and standby Server
databases. Therefore, ensure that the servers for Contact Center Manager Server
are connected to the Nortel server subnet and that the Sybase SQL service is
running on both servers before you remove them from the Warm Standby
configuration. This procedure can take several minutes to complete.
Removing a Warm Standby configuration

1 On the Replication Server, run the Replication Server Management utility.
2 Select the Primary and Secondary servers, and click Remove.


3 Click Yes.
Result: The replication between the Secondary Server (active mode) and
the Primary Server (standby mode) stops. The Warm Standby configuration
is removed. The contact center data remains intact on both servers. The
following window appears.
4 Click OK.
Result: The Replication Server configuration is updated to remove the
servers for Contact Center Manager Server as a Warm Standby pair. This
action only removes the servers from the Warm Standby configuration. It
does not remove any contact center data from either server, or any data
copied from the Primary Server (active mode) to the Secondary Server
(standby mode).
Note: For more information about recreating a Warm Standby
configuration, see Step 32. “Set up the Warm Standby configuration on the
Replication Server” on page 472.


Secondary Server.
appears.
address.

4 Click OK.

6 Click Accept.


mode).
7 Click Submit.


admin).
3 Select Edit.


mode).






5 Click Edit.

configuring.
7 Click Save.
server.
8 Click OK.
10 Click Edit.
server.
14 Click Save.
server.
15 Click OK.
16 Click Close.


> Services.

new host name.
Console.
5 Click OK.

What is next?

Complete window.

Section B: Option Two switchover
In this section
Overview 788
Switch over the servers for a planned outage (Option Two) 790
Switch over the servers for a short-term failure (Option Two) 803
Switch over the servers for a long-term failure (Option Two) 818

Overview
When you use Option Two switchover, you use the same IP address and
computer name on the Secondary Server (active mode) that you used for the
Primary Server (active mode).
ATTENTION
You invoke Option Two switchover manually. If you use Option Two, you must
change the computer name and Nortel server subnet IP address on each server
during switchover. The remaining steps are automated. This option must be used
in Campus Redundancy scenarios where updating Nortel or third-party
applications with the address of the Secondary Server (standby mode) can
involve significant overhead.
ATTENTION
If the Primary and Secondary Servers are members of a
Windows domain, it is necessary for the domain administrator
to remove the Secondary Server computer name from Active
Directory Users and Computers on the domain controller. You
can then change the name of the Secondary Server to that of
the Primary Server.

ATTENTION
2183-964).
Deciding which scenario to use

If the Stable Queue has enough space to handle replication, use the short-term
option. If not, use the long-term option.
CAUTION
Risk of malfunction
.

Replication Server.
Stable Queue tool.
configuration” on page 893.

Switch over the servers for a planned outage

(Option Two)
Follow these procedures for a planned outage, such as due to testing in the lab or
at a customer site. You can continue to Stage Two immediately after Stage One
is complete.
complete.
Configuring the Secondary Server as the active server
Continuing with the switchover on the Replication Server
complete.


Stage One begins
switch.
4 Click Switchover.
mode).
ATTENTION
You cannot stop the switchover after this step.

5 If your server is part of a domain, you must remove it from the network
before proceeding. If your server is not part of a domain, proceed to step 6.
Attention: You need Windows domain administrator privileges to remove a
server from the domain.
a. On the domain server, from the Start menu, select Control Panel.
b. Double-click Administrative Tools.
c. Double-click Active Directory Users and Computers.
d. In the console tree, click Computers under the domain node, or click
the folder in which the computer is located. In the details pane, right-
click the computer, and click Delete.
6 Perform the following tasks:
a. Shut down the services on the Primary Server (active mode). From the
Start menu, choose Programs > Nortel Contact Center > Manager
Server > Shutdown. Click OK.
b. Disconnect the Nortel Server subnet and the ELAN subnet (optional)
cables from the Primary Server.
c. Disconnect any clients.
7 If you do not want to continue, click Cancel to exit the Shutdown Active
CCMS window on the Replication Server.

If you want to continue, click OK.

Result: If you click OK, the following window appears.
When the activity completes, the Reconfigure Server as Active window

appears and the OK button is active.
8 Before you click OK, you must complete the next procedure “Configuring
the Secondary Server as the active server” on page 794.

The Reconfigure Server as Active window reads:

Before continuing:
1) Change the computer name of SYBTEST to SYBACTIVE and restart the server
2) Run the Computer Name Sync utility and restart the server
3) Configure the SYBACTIVE with the Active CCMS IP address
When these steps are completed, click OK to continue with the switchover.
Click Cancel to suspend the switchover.

1 Log on to the Secondary Server (standby mode) as Administrator.
2 Go to My Computer > Properties.
3 On the Computer Name tab, click Change
4 Change the computer name to the Primary host name.
Manager Server > Computer Name Sync.
8 Click OK.
Result: A window appears indicating the name synchronization is a
success.
9 Click OK.
12 In Windows Network and Dial-up Connections, change the Nortel server
subnet IP address on the Secondary Server (standby mode) to the active
Nortel server subnet IP address.

13 (optional) In Windows Network and Dial-up Connections, change the

ELAN subnet IP address on the Secondary Server (standby mode) to the
active ELAN subnet IP address.
14 Connect the Secondary Server (standby mode) to the ELAN subnet (if it is
not already connected).
15 If necessary, switch the Meridian Mail cable and modem cable.
16 Go back to the Replication Server and click OK on the Reconfigure Server
as Active Window.

1 On the Replication Server, on the Reconfigure Server as Active window,
ensure that you clicked OK to continue the switchover.
Result: A window appears asking you to confirm that you completed the
configuration of the Secondary Server (standby mode).
2 Click Yes.
Result: The Replication Server connects to the Secondary Server (standby
mode) and configures it as the Secondary Server (active mode).

Result: The configuration continues, and then the following window

appears.

standby mode.

3 Click OK.
The Reconfigure Server as Standby window reads:

If the previously Active Server is available for use as Standby:
1) Set the CCM Server services to Manual by running
D:\nortel\iccm\bin\serman man
2) Change the computer name from SYBACTIVE to SYBTEST and
restart the server
4) Configure SYBTEST with the Standby CCMS IP address
5) Connect SYBTEST to the network
When the Server has been configured, click OK to complete the
switchover.
Click Cancel if you perform this task at a later time.
4 Complete the tasks listed in the Reconfigure Server as Standby window.
a. Log on to the Primary Server as Administrator.
b. From the Start menu, choose Run.

c. Type D:\nortel\iccm\bin\serman man, and click OK.

Result: The Standby Server services are set to manual.
d. From My Computer > Properties, change the computer name to the
secondary host name.
Note: The computer name is the original host name of the Secondary
Server; use it now as the name of the Primary Server.
e. Restart the server.
f. Log on to the Primary Server as Administrator.
g. From the Start menu, choose Programs > Nortel Contact Center >
Manager Server > Computer Name Sync to synchronize the new
name of the Primary Server.
h. Click OK.
success.
i. Click OK.
j. Restart the server.
k. Log on to the Primary Server as Administrator.
l. In Windows Network and Dial-up Connections, change the Nortel
server subnet IP address on the Primary Server to the original IP
address of the Secondary server. Use this IP address for the Primary
Server.
m. (optional) In Windows Network and Dial-up Connections, change
the ELAN subnet IP address on the Primary Server to the original
address of the Secondary Server. ELAN subnet IP address.
n. Connect the Primary Server to the Nortel server subnet and ELAN
subnet (if used).


1 When the Primary Server is configured, go back to the Replication Server
and click OK to complete the switchover.
time.
Result: A window appears asking you if you completed the configuration of
the Server as Standby CCM.
2 Click Yes.
Stage Two continues

Result: The Primary Server becomes the Primary Server (standby mode).
The following window appears.
The configuration continues.

3 Initialize the Primary Server (standby mode) database by backing up the

Secondary Server (active mode) database and restoring it on the Primary

For more information about backing up the server, see “Back up data” on
page 907. For more information about restoring the database, see “Restore
CAUTION
Risk of malfunction
You must back up and restore the database on the Secondary
.
Server again to initialize the Primary Server. If you do not perform

this backup and restore on the Primary Server, the database
cannot initialize.
To initialize the Primary Server database correctly, ensure you do
the following:
Back up the Secondary Server database only after you are
prompted to do so. For more information about backing up the
server, see Chapter , “Back up data,” For more information
about restoring the database, see Chapter , “Restore data,”
Use the backup utility to initialize the Primary Server database.
Do not use a previous or subsequent backup.
Ensure that the backup is not overwritten by subsequent
backups until the Primary Server is initialized.
4 Click OK on the Initialize Standby CCMS database window when the

backup and restore are complete.
5 After you complete the initialization, click Yes.


6 Click Done.

Switch over the servers for a short-term failure

(Option Two)
Complete these procedures for a short-term failure or shutdown. For a short-

term failure, you do not necessarily continue to Stage Two immediately after
Stage One is complete. First, you must decide whether to remove the Warm
Standby configuration. Decide based on the size of the Stable Queue.
After Stage One of the switchover is complete, the Secondary Server replicates
transactions to the Replication Server. The transactions are buffered in the Stable
Queues on the Replication Server.
If the outage of the Primary Server is likely to approach or exceed the worst-case
duration provided for by the Stable Queues, remove the Warm Standby
configuration. The Secondary Server operates in the nonredundant mode until
the Primary Server is recovered; you can reconfigure the Warm Standby
configuration.
provided for by the Stable Queues, when the Primary Server is recovered, you
complete.
complete.


Stage One begins
switch.
4 Click Switchover.
mode).
ATTENTION

6 Perform the following tasks:


Result: The following window appears if you clicked OK.



Before continuing:
1) Change the computer name of SYBTEST to SYBACTIVE and restart
the server
When these steps have been completed, click OK to continue with the
switchover.

1 If your server is part of a domain, you must remove the active computer
name from the Active Directory Users on the domain controller.
Attention: You need Windows domain administrator privileges to complete
this step.
4 On the Computer Name tab, click Change.

9 Click OK.
success.
10 Click OK.
subnet IP address on the Secondary Server (standby mode) to the Primary
Nortel server subnet IP address.
ELAN subnet IP address on the Secondary Server (standby mode) to the
active ELAN subnet IP address.
15 Connect the Secondary Server (standby mode) to the ELAN subnet (if it is
not already connected).
17 Go back to the Replication Server and click OK on the Reconfigure Server
as Active window.


Before continuing:
the server
switchover.


2 Click Yes.


appears.

standby mode.
If the Primary Server is ready to switch over to standby mode, click OK.


2) Change the computer name from SYBACTIVE to SYBTEST and restart the
server
When the Server has been configured, click OK to complete the switchover.
Click Cancel if you Perform this task at a later time.


Secondary host name.
h. Click OK.
success.
i. Click OK.
k. Log on to the Primary Server as Administrator
Server.
the ELAN subnet IP address on the Primary Server to the original IP
address of the Secondary server ELAN subnet.
subnet (if used).


1 When the Secondary Server (active mode) is configured, click OK to
complete the switchover.
time.
2 Click Yes.
Stage Two continues




CAUTION
Risk of malfunction
.

cannot initialize.
the following:
server, see Chapter , “Back up data”. For more information
about restoring the database, see Chapter , “Restore data”.



6 Click Done.
What is next?
Complete window.
servers for a planned outage (Option Two)” on page 790.

Switch over the servers for a long-term failure

(Option Two)
Follow these procedures in the event that the Primary Server suffers a long-term
or permanent outage or shutdown. You do not continue to Stage Two
You must remove the Warm Standby configuration for the Secondary Server. For
more information, see “Remove Warm Standby configurations” on page 833.
When a new platform for the Primary Server is available, you can reconfigure
the Warm Standby configuration. Initially the Secondary Server operates in
active mode; therefore you must use the switchover utility to switch the
recovered Primary Server to active mode.
complete.

CAUTION
Risk of malfunction
.

Replication Server.
Stable Queue tool.
Stage One begins



switch.
4 Click Switchover.
mode).
ATTENTION

6 Perform the following tasks:.


Result: The following window appears if you clicked OK.



Before continuing:
the server
switchover.

1 If your server is part of a domain, you must remove the active computer
(Primary Server) name from the Active Directory Users on the domain
controller.
Attention: You need Windows domain administrator privileges to complete
this step.
4 On the Computer Name tab, click Change.

9 Click OK.
success.
10 Click OK.
12 Log on to the Secondary Server (standby mode) as Administrator
subnet IP address on the Secondary Server to the active Nortel server
subnet IP address.
ELAN subnet IP address on the Secondary Server to the active ELAN
subnet IP address.
15 Connect the Secondary Server to the ELAN subnet (if it is not already
connected).
17 Go back to the Replication Server and click OK on the Configure Server
as Active window.


2 Click Yes.


appears.
3 Click Cancel.

Stage one is complete

Note: In the event that the Primary Server suffered a permanent failure or
shutdown, the Secondary Server is brought into service in active mode.
standby mode.
If the Primary Server is ready to switch over to standby mode, click OK.


2) Change the computer name from SYBACTIVE to SYBTEST and restart the
server
When the Server has been configured, click OK to complete the switchover.
Click Cancel if you Perform this task at a later time.


Secondary host name.
h. Click OK.
success.
i. Click OK.
k. Log on to the Primary Server as Administrator
Server.
the ELAN subnet IP address on the Primary Server to the original IP
address of the Secondary server ELAN subnet.
subnet (if used).


1 When the Secondary Server (active mode) is configured, click OK to
complete the switchover.
time.
2 Click Yes.
Stage Two continues




CAUTION
Risk of malfunction
.

cannot initialize.
the following:
server, see Chapter , “Back up data”. For more information
about restoring the database, see Chapter , “Restore data”.



6 Click Done.
Remove Warm Standby configurations

Complete this procedure only if the outage of the Primary Server is likely to
approach or exceed the worst-case duration provided for by the Stable Queues.
must update the replication configuration data in the Primary and Secondary
Server databases. Therefore, ensure that the servers for Contact Center Manager
Server are connected to the Nortel server subnet, and that the Sybase SQL
service is running on both servers before you remove them from the Warm
Standby configuration. This procedure can take several minutes to complete.


1 Run the Replication Server Management utility.
2 Select the servers, and click Remove.

3 Click Yes.
the Primary Server (standby mode) is stopped. The Warm Standby
configuration is removed. The contact center data remains intact on both
servers. The following window appears.

4 Click Done.
action removes only the servers from the Warm Standby configuration. It
(standby mode).
What is next?
At this point, Stage One is complete. The Secondary Server is operating in active
mode.

When the Primary Server is recovered, you can continue with Stage Two of the
switchover procedure. The database updates are replicated from the Secondary
Server (active mode) to the Primary Server (standby mode). Thereafter, to
switch back to the Primary Server (active mode), you must invoke the
switchover utility on the Replication Server.
Complete window.

Section C: Restore the Primary Server to

active mode
In this section
Restore options 838
Rebuild the software on the Primary Server after a failure 840

Restore options
This section assumes the Primary Server is taken out of service. It is not
currently in active or standby mode.
After the Primary Server is available for service, complete the switchover
procedure to place the Primary Server in standby mode. This completes Stage
Two. Do not repair the Primary Server and place it into service immediately in
active mode. You must complete Stage Two and place the Primary Server in
standby mode first.
After the Primary Server is in standby mode and the Secondary Server is in
active mode, you have three options for continuing:
Option one—Complete the entire switchover procedure for a planned
outage. This includes data replication.
Option two—Complete the switchover procedure for a short-term failure,
including removing the Warm Standby configuration. This includes data
replication.
Option three—Complete the switchover procedure for a planned outage
without data replication. No database is restored.
If the Primary Server suffered a major failure, rebuild the software before you
bring it into service. For details, see “Rebuild the software on the Primary Server
after a failure” on page 840.
Option one (data restore)

For the first option, after the Primary Server is in standby mode, invoke the
switchover utility on the Replication Server. This ensures your data is replicated
onto the Primary Server from the Secondary Server (active mode).
After the data is replicated, switch over the servers so the Primary Server is in
active mode and the Secondary Server is in standby mode according to the
planned outage procedures.

For detailed procedures, see “Switch over the servers for a planned outage
(Option One)” on page 728 or “Switch over the servers for a planned outage
(Option Two)” on page 790, depending on your nodal configuration.
Option two (data restore)

For the second option, after Stage One is complete and the Primary Server is in
neither active nor standby mode, remove the Warm Standby configuration. This
stops data replication, but the Secondary Server is in active mode and running
the Contact Center.
Repair the Primary Server to working status and set up the Warm Standby
configuration again. Enter the information with the Primary Server as the
standby Server and the Secondary Server as the active server.
Perform the server switchover procedure for a short-term failure. The Primary
Server becomes the active server and the Secondary Server becomes the standby
server.
For detailed procedures, see “Switch over the servers for a short-term failure
(Option One)” on page 745 or “Switch over the servers for a short-term failure
(Option Two)” on page 803, depending on your nodal configuration.
Option three (no data restore)

For the third option, back up the data on the Secondary Server (active mode).
Repair the Primary Server to working status. Restore the data to the Primary
Server and shut down the Secondary Server. Data is lost during this restoration
process.
Run the server setup procedures on the Primary Server as a new server in active
mode. Run the server setup procedures on the Secondary Server as the standby
server. Do not perform a switchover operation.

Rebuild the software on the Primary Server

after a failure
If the Primary Server suffers a major failure (for example, a disk permanently
fails), you must rebuild the software. Follow these steps to rebuild the software
on the Primary Server.

1 Run the Replication Server Management utility.


3 Click Yes.
the Primary Server (standby mode) is stopped. The Warm Standby
configuration is removed. The contact center data remains intact on both
servers. The following window appears.
4 Click Done.
action removes only the servers from the Warm Standby configuration. It
(standby mode).
Rebuilding the software on the Primary Server after a failure

1 Perform a platform migration using a Platform Recovery Disk and backup
taken from the Secondary Server (active mode).
2 Set up the Primary Server as the standby server.
a. Select the options for a Standby Server because the Primary Server is
initially in standby mode. For example, in the server setup wizard,
select Standby.

b. In the server setup, enter the server name and IP address depending
on which switchover option you are use.
If you are using the Option One switchover, set the active server name
and IP address to that of the Primary Server.
If you are using the Option Two switchover, set the standby server
name and IP address to that of the Primary Server.
3 Set up the License Manager using the same procedure as that used for the
original build of the Standby Server. For detailed procedures, see “Install
and configure the Standby Server” on page 247.

Chapter 8
Restart replication
In this chapter
Overview 844
Restart replication 845
Problems restarting replication 863

Restart replication Standard 10.12
Overview
ATTENTION
This is due to the switching over of the active and Standby
You may need to restart replication. This occurs if you are reenabling replication
after it is temporarily disabled during a planned or unplanned outage.
Planned outage—Use this procedure in the event of a planned outage due
to testing in the lab or at a customer site. You can continue to Stage Two
Short-term failure—Use this procedure in the event of a short-term failure
or shutdown. You do not necessarily continue to Stage Two immediately
after Stage One is complete. First, you must decide whether to remove the
Warm Standby configuration. Decide based on the size of the Stable Queue.
After Stage One of the switchover is complete, the Secondary Server
replicates transactions to the Replication Server. The transactions are
buffered in the Stable Queues on the Replication Server.
If the outage of the Primary Server is likely to approach or exceed the
worst-case duration provided for by the Stable Queues, remove the Warm
Standby configuration. The Secondary Server operates in the nonredundant
mode until the Primary Server is recovered; you can reconfigure the Warm
Standby configuration.
provided for by the Stable Queues, when the Primary Server is recovered,
you can continue with Stage Two of the switchover procedure.
If you experience problems restarting the Replication Server, see “Restart

replication” on page 845.

January 2008 Restart replication
Restart replication
Follow this procedure to restart replication if it is temporarily turned off.
Restarting replication
Management.
2 Click Create.
address for the Primary Server.

address for the Secondary Servers, and click OK.
Note: Enter names for only the Primary and Secondary Servers that were
name for each Primary and Secondary Server must match the computer
name configured on the server. If no Primary and Secondary Servers are
configured to use the Warm Standby feature, or if you want to create a
Warm Standby configuration at a later time, click Cancel.

appears.
.

5 Use the Database Backup utility on the Primary Server to back up the
active Contact Center Manager Server database. After you complete the
back up, use the Database Restore utility on the Secondary Server to
restore this database backup. This initializes the Secondary Server
database.
ATTENTION
To initialize the Secondary Server database correctly, ensure
you do the following:
Back up the Primary Server database only after you are
Use the backup utility to initialize the Secondary Server
backups until after you initialize the Secondary Server.

a. On the Primary Server, insert a blank tape into the tape drive.


Backup.
backup.


appears.
h. Click OK.
save it.


a. On the Primary Server, ensure the services on the server are running.
b. Select Start > Programs > Nortel Contact Center > Manager Server
> Database Backup.


g. Click Next.
h. If your backup is already scheduled, the system automatically sends
the database backup files to the remote directory.

i. If your backup is not scheduled, click Start Backup.

j. To start your backup, skip to step k; otherwise, click Cancel to save

your settings and exit.
k. Click Start Backup.
backup.

l. Wait until the completed OK message appears in the DOS window.
m. Press Enter, type quit, and press Enter again.


n. Click OK.
o. Navigate to D:\Nortel\data\backup\BackupLogs\ and open the file
warnings.
p. Perform one of the following tasks:
q. Proceed to “Restoring the database from a remote directory backup”
on page 857.


a. Log on to the Secondary Server as NGenSys.
Database Restore.


g. Click Done.


a. Log on to the Secondary Server as NGenSys.


location.
location.
i. Click Next.


the restore.
complete.
l. Click Done.


7 Click Yes.

page 719.


switchover.
unavailable.
Primary Server to the Secondary Server starts automatically when the
heartbeat between the Replication Server and the Primary Server
(active mode) fails for a duration in excess of the Alarm Switch Over/
Timeout value.
Note: Automatic switchover is limited to the operation of the Secondary
and CallPilot.

12 Click OK.
Result: The Replication Server Management window appears.
13 Click Done.

Problems restarting replication
There is a known issue with the Replication Server shutting down following
restart.
If you restart the Replication Server, the Replication agents on the Primary
Contact Center Manager Server may shut down. In this scenario, the Replication
agents do not restart. Manual intervention is required to restart them.
If you plan to restart the Replication Server, complete the following procedure to
avoid this problem.
If the Replication Server is restarted due to an unplanned event, for example due
to a power failure, and the Replication Agents shut down, contact Nortel
technical support to restart the Replication agents on the active server.
Restarting Replication services

1 Log on to the Replication Server.
2 From the Services window, shut down the Replication Server service. This
service is named Sybase REP _ <computer_name>_RS.
3 From the Services window, shut down the SQL service. This service is
named Sybase SQLServer _ <computer_name>.


Par t 4
Appendixes

Standard 10.12

Appendix A
Install and uninstall patches
In this chapter
Overview 868
Install patches on the server 870
Uninstall SUs from the server using the Patch Manager 875
Problems restarting replication 881

Install and uninstall patches Standard 10.12
Overview
Nortel supplies the following patches for Contact Center Manager Server:
Service Update (SU)
Service Update Supplement (SUS)
Patch type Description
Service Update (SU) This patch provides planned product updates and bug fixes.
Each SU contains the latest fixes and the content of all
previous SUs and SUSs. When you install the latest SU, the
installation program automatically uninstalls the previous SU
and all SUSs in the SU. Example of an SU name:
CCMS_6.0_SU_91.
Service Update This patch provides urgent individual fixes required before the
Supplement (SUS) next SU is available. When you install an SU containing an
SUS already installed on your system, the installation
program automatically uninstalls the SUS from your system.
Example of an SUS name: CCMS_6.0_SUS_02.
Service Updates
Periodically, Service Update Supplements (SUSs) are consolidated into a
Service Update. You install Service Updates in the same way you install Service
Update Supplements. However, Service Updates can take longer to download
because they are larger. Two Service Update packs are usually available: one for
the client and one for the server.

January 2008 Install and uninstall patches
When you install the software (or upgrade to a new version), you must install the
latest Service Update. If no Service Update pack is available, check with your
Nortel customer support representative.
ATTENTION
server.
Obtain patches
You can obtain Service Updates and Service Update Supplements as follows:
Library Web site, located at http://www.nortel.com/espl.
Before you begin

install.

Install patches on the server
This section shows you how to install patches (Service Updates and Service
Update Supplements) on the Contact Center Manager Server.
Prerequisites
The Service Update must be a later release than the Service Update you
already installed.
You must log on to the server as NGenSys.
ATTENTION
When you install patches on a Standby Server
configuration, apply the patch on the Active Server
before the Standby Server. Failure to do so results in
critical errors in the Standby Server configuration.

installed.
patch.


8 Click Next.
9 Click Install.
window appears.

10 Click Finish.

Installing patches on servers in a replication environment

1 Follow the instructions in the patch readme files to apply the patches to the
Active Server.
2 Check if the Replication Server Stable Queue usage exceeds 2 MB (this
appears on the Replication Server Monitor). The higher the usage, the
greater the delay in database updates received by the Standby Server.
3 Wait until the Stable Queue usage drops back to 2 MB before applying the
patch to the Standby Server.
4 Follow the instructions in the patch readme files to apply the patches to the
Standby Server.
Installing patches on the Replication Server

1 Ensure the Microsoft Automatic Update feature is disabled on all of the
servers.
2 Verify that both the Active Server and Standby Server databases are active.
3 Verify that all of the replication agent threads are running. You should not
see any entries in the Stopped Replication Server Threads box.
4 If any replication agent threads are not running, address this issue before
you proceed.
5 Verify that both the Sybase Server Service and the Replication Server
Service are running. If either the Sybase Server Service or the Replication
Server Service is not running, address this issue before you proceed.

6 Follow the instructions in the Replication Server patch readme file to install
the SU.
7 If you are asked to shut down all three servers, you must shut down the
servers in the following order:
Active Server
Replication Server
Standby Server
When you are asked to start up the servers, you must start them up one at
a time in the reverse order:
Standby Server
Replication Server
Active Server
The same sequence applies if any two of the three servers are to be shut
down.
If you are asked to restart the server, apply the same order as for startup.
You must ensure that the Standby Server is started and is up before you
start the Replication Server.
Install the latest Windows Server 2003 service pack

After you install the required patches for Contact Center Manager Server, ensure
that you install the latest Windows Server 2003 service pack that is validated
with Contact Center Manager Server. You can obtain this information from the
Contact Center Portfolio Service Packs Compatibility and Security Hotfixes
Applicability List, available on the Partner Information Center Web site

Uninstall SUs from the server using the Patch

Manager
You can use the Patch Manager utility to view a list of all patches installed on
the server. Use this utility before you install a new Service Update (SU) or
Service Update Supplement (SUS) to verify that it is not already installed.
You can also use the Patch Manager utility to remove all SUSs and the SU
installed on the server. You can use this feature when you install new patches on
the system and want to remove all existing patches from the system. You can
also use it as part of a recovery scenario or when you want to remove all
configuration data and use the server for a different purpose.
Starting the Patch Manager

Manager Server > PEP Viewer.
Result: The following window appears and lists the installed patches (SU
and SUSs).

Removing patches (SU and SUSs) installed on the server

Before you can remove a patch you must shut down the services on your server.
Shutting down services on the Contact Center Manager Server

appears.
3 Click OK.
4 If any services are still running:


b. Manually shut down the listed services.

c. Close the Services window.
d. Click Recheck to update the status log.
5 After all services on the Contact Center Manager Server are shut down,
click Accept on the Server Status Log to exit the utility.
Removing the latest patch (SUS or SU) installed on the server

2 Ensure no services are running on Contact Center Manager Server.

3 Start the Patch Manager. From the Start menu, choose Programs > Nortel
Contact Center > Manager Server > PEP Viewer.
Result: The Patch Manager - Server 6.0 window appears, displaying the
SU and SUSs installed.
4 Select an SU or SUS, and then click Read Me.

Result: The readme file appears.
5 Read the section Uninstallation Instructions for special uninstallation
instructions.
6 Close the readme file.
7 Click Uninstall Last to remove the last applied patch (the last SUS or the
SU, if no SUSs are installed).
8 Click Yes to uninstall the last patch.
Result: When uninstallation is complete, one of two windows appears:
If the system requires a reboot, an information window appears. Click
OK to close the window.

If the system does not require a reboot, the Patch Manager - Server 6.0
window appears. Click OK to close the Patch Manager - Server 6.0
window.
Note: If you are not performing a complete uninstallation, you must restart
the system to ensure that all the changes take effect.
Removing all patches (SUSs and SU) installed on the server

2 Ensure no services are running on Contact Center Manager Server.
Manager Server > PEP Viewer.

Result: The readme file appears.
instructions.
6 Close the readme file.

7 Click Uninstall All to remove all applied patches (all SUSs and the SU).
8 Click Yes to uninstall all patches.
Result: When uninstallation is complete, there are two possible windows
that appear:
If the system must be rebooted, an information window appears. Click
OK to close the window.
If the system does not require a reboot, the Patch Manager - Server 6.0
window appears. Click OK to close the Patch Manager - Server 6.0
window:
Note: If you are not performing a complete uninstallation, you must restart
the system to ensure that all the changes take effect.

Problems restarting replication
restart.
If you plan to restart the Replication Server, follow this procedure to avoid this
problem.



Appendix B
Maintain the Replication Server
In this chapter
Monitor the Replication Server 884
Maintain the Replication Server 892
Remove Warm Standby configuration 893
Stop and resume replication 895
Add Stable Queue partitions 898
Upgrade the Standby Server 901
Uninstall the Replication Server 902
Restart replication after maintenance 905

Maintain the Replication Server Standard 10.12
Monitor the Replication Server
Monitor the status of the Replication Server and the Warm Standby system using
the Replication Server Monitor.
ATTENTION
server.

January 2008 Maintain the Replication Server
Running the Replication Server Monitor

Monitor.
Result: The Replication Server Monitor window appears.
2 Click Refresh to update the display between the intervals. The Replication
Server Monitor is updated at 30-second intervals.
Result: The Replication Server Monitor displays information in four
sections.

Contact Center database connections

The Warm Standby properties window displays the status of the connections
between the Replication Server and the Active and Standby Server databases.
The servers appear in pairs, with the Active Server on the left, and the Standby
Server on the right. Under normal conditions, the status of all connections must
be Active.
The following table lists possible status values and their causes.
Status Cause
Active Normal operation.
Down The connection failed due to error.
Suspended The connection was suspended

manually or due to an error in the
Standby Server database.
Suspended/Waiting for Enable The connection to the Standby Server

Marker database is suspended. The
Replication Server is waiting to
receive the Enable marker from the
Active Server database.
Suspended/Waiting for Dump The connection to the Standby Server
Marker database is suspended. The
Replication Server is waiting to
receive the Dump marker from the
Active Server database.
Switching Over The Replication Server is in the

process of the switching the Active
Server and Standby Server
connections.

Stable Queue partitions

This section of the Warm Standby properties window displays the status of the
Stable Queues and their usage. The summary information displays the number
of Stable Queue partitions, the total size of the Stable Queues in megabytes, the
total usage in megabytes, and the overall percentage usage. The normal partition
status is Online.
Stopped Replication Server threads

This section of the Warm Standby properties window displays Replication
Server threads that are in an abnormal state. Under normal operating conditions,
no data appears in this section.
Under particular conditions, certain Replication Server threads appear as

described in the following table. The presence of the Replication Server threads
in this list indicates an error in the Replication Server application.
Thread name Status Cause
DSI/DSI EXEC Connecting A DSI thread is unable to connect to the

Standby Server database as the
connection between the Replication
Server and the Standby Server database
was disrupted, for example, due to a
network problem. The DSI thread
resumes when the cause of the disruption
is removed.
DSI/DSI EXEC Down A DSI thread used to connect to a

Standby Server database is down due to
error.
DSI/DSI EXEC Suspended A DSI thread used to connect to a

Standby Server database is suspended due
to manual intervention or error.

Thread name Status Cause
REP AGENT Down The connection between the Active

Server database and the Replication
Server is disrupted. The Rep Agent thread
can show this status for several minutes,
even after the connection is restored, until
the Replication Agent on the Active
Server connects to the Replication Server.
Replication Server Services

This section of the Warm Standby properties window displays the name and
status of the Sybase SQL Server and the Replication Server. Under normal
conditions, the status for both must be Running.
Alarms and events

The following is a complete list of Replication Server-related alarms and events
on the Standby Server.
Replication Server alarms

The following alarms are reported on the CCMS Server Utility.
Event Severity Description
51175 Major The transaction log for the specified

database is becoming full.
51176 Critical The transaction log for the specified
database is becoming critically full.
51177 Critical Replication was stopped for the

specified database.
51178 Critical It was not possible to stop replication

for the specified database.

51179 Major The CCM Server thread that monitors

the health of the Replication Server
encountered an error during startup.
51180 Information The Replication Server monitoring

thread was started.
51181 Information The Replication Server monitoring
thread was shut down.
51182 Critical Connection to the Replication Server

was lost.
Replication Server events

The following events alert the administrator of the Replication Server error
conditions and events. These events are logged to the Windows Event Log on the
Replication Server only. The following events are logged to the Application Log
under the source Database Replication.
1000 Error Replication Server DSI Connection

to the Standby Server is suspended.
1001 Information Replication Server DSI Connection

to the Standby Server is resumed.
1002 Error Replication Server Threads are

down.
1003 Information Replication Server Threads are up.
1004 Warning Replication Server Stable Queue

usage is at or above n%.
1005 Information Replication Server Stable Queue

usage dropped below n%.

1006 Error SQL Server on Replication Server is

stopped.
1007 Information SQL Server on Replication Server is
running.
1008 Error Replication Server is stopped.

1009 Information Replication Server is running.
1010 Error Replication Server failed to poll the

Active Server.
1011 Information Replication Server successfully

polled the Active Server.
1012 Information Replication Server switchover from

the Active Server started.
1013 Information Replication Server switched to the

new Active Server.
Active Computer name: NAME
IP Address: a.b.c.d
1014 Information Replication Server switchover is

complete.
Active Computer name: NAME
IP Address: a.b.c.d
Standby Computer name: NAME
IP Address: a.b.c.d
1015 Error Replication Server switchover failed.
1016 Error Replication Server service failed.
1017 Error Replication Server monitor failed.

The Replication Server is unable to
monitor the Active Server.

1018 Warning Replication Server invoked automatic

switchover from the Active Server.
1019 Error Replication Server status monitor
failed. Unable to monitor the status
of the Replication System
Events reported on the Windows Event Log on the Replication Server can be
converted to SNMP traps by using the Windows Event to Trap Translator
(evntwin) utility.

Maintain the Replication Server
This section contains instructions for maintaining the Replication Server.
Modifying a Warm Standby configuration

You can modify the switchover properties at any time except during the
switchover itself.
2 Select the servers, and click Edit.
Result: The Warm Standby properties window appears.
3 Modify the properties and click OK to save your changes.

Remove Warm Standby configuration
must update the replication configuration data in the Active and Standby Server
databases. Therefore, ensure that the servers for Contact Center Manager Server
are connected to the Nortel server subnet and that the Sybase SQL service is
running on both servers before you remove them from the Warm Standby
configuration. This procedure can take several minutes to complete.



3 Click Yes.
Result: The replication between the Active Server and the Standby Server
stops. The Warm Standby configuration is removed. The contact center
data remains intact on both servers. The Replication Server Management
window appears.
4 Click OK.
action only removes the servers from the Warm Standby configuration. It
copied from the Active Server to the Standby Server.

Stop and resume replication
Two alternative methods for stopping replication are available:

Stopping replication from the Active Server
Shutting down replication automatically
Stopping replication from the Active Server

In most situations, you can stop the replication and remove the Warm Standby
configuration using the Replication Server Management utility on the
Replication Server. However, if the Replication Server fails or if the network
connection to the Replication Server is disrupted, you may not be able to stop
the replication process using the remove Warm Standby configuration method.
In this situation, perform the following procedure to stop the replication process.
CAUTION
Risk of failure
.
You can only run this utility on the Active Server.
Stopping the replication process

1 On the Active Server, select Start > Run.
2 Type d:\nortel\iccm\bin\wsstoprep.exe.
3 Click OK.

4 Click Yes.
Result: The utility stops replication on the Active Server and removes the
Warm Standby configuration from this server. This process takes several
minutes. The following message appears in the command window while the
process is running:
5 After the system removes the Warm Standby configuration, the following
message appears.
6 Click OK to close the utility.

Note: This procedure only removes the Warm Standby configuration from
the Active Server. You must remove this configuration from the Replication
Server using the Replication Server Management Utility to remove the
Warm Standby configuration from the Standby Server.

Resume replication
To resume replication, you must remove the Warm Standby configuration from
the Replication Server and then create the Warm Standby configuration from the
start again. To do this, follow the procedure Step 31. “Install the Replication
Server software” on page 465.
Shutting down replication automatically

The Standby Server database contains a mechanism to disable replication
automatically if the Replication Agent on the Active Server database is unable to
connect to the Replication Server for a prolonged period, for example, due to a
network failure or a failure of the Replication Server. This mechanism prevents
the database transaction log from filling up beyond a critical level.
Replication is disabled automatically from the Active Server if it detects that the
database transaction log is more than 70 percent full.
The Active Server issues the following alarms when the transaction log fills up
and when the system automatically disables replication:
51175 (MAJOR): Transaction log for the blue/cbc database is x% full.
51176 (CRITICAL): Transaction log for the blue/cbc database is x% full.
51177 (CRITICAL): Replication stopped for the blue/cbc database.
51178 (CRITICAL): Failed to disable replication for the blue/cbc database
(Error code x).
The system issues the first alarm when the transaction log is 30 percent full. The
system then issues alarms at intervals of 10 percent if the transaction log
continues to fill up. The system disables replication when the transaction log is
over 70 percent full.
To resume replication after the system disables replication automatically, you

must remove the Warm Standby configuration from the Replication Server and
then create the Warm Standby configuration again. To do this, follow the
procedure Step 31. “Install the Replication Server software” on page 465.

Add Stable Queue partitions
The Replication Server uses Stable Queues to store transactions before the
transactions are executed in the Standby Server database. Stable Queues are
system files that reside on one or more disk partitions. The Contact Center
Replication Monitor service generates warning events to the Windows
Application Event Log when the total Stable Queue usage exceeds 50 percent,
and for every 10 percent in excess of this. The Replication Server is initially
configured with a single partition of up to 2 040 MB for the Stable Queues.
Partition space is allocated and released in 1-MB segments. If the Replication
Server runs out of Stable Queue space, the Active Server cannot send
transactions to the Replication Server.
The Replication Server also generates warning messages to the Replication

Server log file whenever the partition reaches 50, 60, 70, 80 and 90 percent
capacity, or when a single queue occupies more than 70 percent of the available
space. The Replication Server cancels the warnings when usage drops below
these thresholds.
Use the Stable Queues Expansion utility to increase the size of the Stable
Queues.
Running the Stable Queues Expansion utility does not affect replication of data.

Expanding the Stable Queues

Nortel Contact Center > Replication Server > Stable Queues
Expansion.
Result: The Stable Queues Expansion window appears.
2 Select one or more drives listed in the Stable Queues Expansion window.
Result: As you select each drive, the total disk space appears.

3 Click Expand.
Result: A confirmation message appears.
4 Click Yes.
Result: The Stable Queues are expanded on the selected drives. All of the
available space on the selected drives is used.
Result: The length of this operation depending on the speed of your server
and the size of the additional Stable Queue space to be allocated.
When the Stable Queue expansion is complete, the total additional space
allocated appears.

Upgrade the Standby Server
Complete the procedures listed in the following checklist to upgrade the Standby
Server.
Upgrade Standby Server checklist

Follow this checklist to upgrade your Contact Center Standby Server 5.0 to
Contact Center Standby Server 6.0.
Step Procedure location ✔
Stop the replication of the Active “Stop and resume replication”

Server. on page 895.
Uninstall Replication Server 5.0. “Uninstall the Replication

Server” on page 902.
Install the Replication Server 6.0 Section C: “Postinstallation,”
software. on page 391.
Upgrade the Active Server from Nortel Contact Center Manager

Release 5.0 to Release 6.0. Server Installation and
Maintenance Guide.
Upgrade the Standby Server Nortel Contact Center Manager

software from Release 5.0 to Server Installation and
Release 6.0. Maintenance Guide.
Ensure that you choose the Standby
Server option and configure the
Database Replication window
during the upgrade.
Configure the Replication Server. Step 31. “Install the Replication

Server software” on page 465.

Uninstall the Replication Server
You can uninstall the Replication Server software if you want to use the server
for another purpose. The uninstallation is carried out in a single step.
Uninstalling the Replication Server

This procedure removes all Nortel software, Sybase software, databases, Stable
Queue devices, and Warm Standby configurations from the Replication Server.
The removal of a Warm Standby configuration requires updates to the Active

and Standby Server databases. Ensure network connectivity between the
Replication Server and the Active and Standby Servers. Ensure that the Sybase
SQL service is running on the Active and Standby Servers.
2 From the Start menu, select Control Panel.
Result: The Add or Remove Programs window appears.
4 Select the appropriate Service Update (for example, REPS_6.0_SU_01),
and click Remove.
Result: A message asks you to confirm your choice.
5 Click Yes.
6 If you have any other patches on your server, repeat steps 4 and 5.

7 In the Add or Remove Programs window, select Replication Server.
8 Click Remove.
Result: A message asks you to confirm your choice.
9 Click Yes.
Result: The Replication Server window appears, displaying the progress of
the uninstallation.

When the uninstallation is complete, the Add or Remove Programs window

reappears. This can take several minutes.
10 Check that the D:\Nortel and D:\SybaseRS directories were removed. If
not, remove the directories and their contents.
11 Check that the Nortel directory was removed from drives F (and other
additional drives). If not, remove the directory and its contents from each
drive.
Result: The Replication Server is now uninstalled.

Restart replication after maintenance
restart.
If you plan to restart the Replication Server, follow this procedure to avoid this
problem.

Reconnecting the CLAN

If the CLAN is broken and then connected again for the Replication server, note
the following:

If a database appears to be unavailable in the Replication Monitor, you can

try to update the database to get the database to connect between the Active
Server and the Replication Server. For example, make calls to Contact
Center to add data to the database.
Do not perform the switch from one database to the other. You must wait
for the transactions to be transferred and the Stable Queue usage is constant
before you switch the databases in the Replication Server.

Appendix C
Back up data
In this chapter
Overview 908
Backup speeds 912
Requirements for backups 917
Checklist to perform backups 920
Create a Platform Recovery Disk 921
Calculate the capacity requirements for database backups 924
Backup options 927
Set up tape backups 929
Set up remote directory backups 932
Prepare for third-party backups 948

Back up data Standard 10.12
Overview
Your backup strategy is a critical part of your disaster recovery program.

Backups minimize the data loss resulting from catastrophic failure.
ATTENTION
server.
Your backup strategy can include the following types of backups:

database backup (the server remains online)
full backup (the server is taken offline)
RAID1 backup
CAUTION
Risk of malfunction
.
To keep data synchronized between Contact Center Multimedia

and Contact Center Manager Server, you must ensure that when
you back up Contact Center Manager Server, you back up Contact
Center Multimedia at the same time.
For more information about backing up Contact Center
Multimedia, see the Contact Center Multimedia Installation and
Maintenance Guide.
When to use a database backup

Nortel recommends that you perform a daily database backup using the Contact
Center Manager Server backup utility. A database backup occurs while the
server is online. In conjunction with a Platform Recovery Disk (see “Create a
Platform Recovery Disk” on page 921), a database backup allows you to restore
all system data (scripts and statistics) after a crash.

January 2008 Back up data
If your server is equipped with a mirrored Redundant Array of Independent

Disks (RAID1) system, recovery from a single drive failure does not require a
database backup. However, Nortel recommends that you still continue to
perform daily backups.
Backup destinations
You can direct your database backup to the following destinations:
a remote directory on a network computer
a tape in a local tape drive
Use multiple backup tapes on a rotation basis, with tapes rotating off-site
for protection in the event of a catastrophic disaster.
ATTENTION
You do not require a full backup of your Contact Center
Manager Server if you maintain a current database backup
and Platform Recovery Disk. If you want to do a full
backup of your server, you must use a third-party backup
utility.
Daily maintenance and database backups

The daily maintenance process consolidates statistics. It runs on the server at
midnight and takes several hours, depending on the system configuration.
Frequent delays occur if you schedule a backup at the same time as the daily
maintenance process. The server puts the backup on hold until the maintenance
process is complete. The delay is logged in the backup log file, and does not
impact the system or backup.
When to use a full backup

A full backup allows you to restore the server to its state at the time of the
backup. It is useful for recovery from a catastrophic failure in the server disk
subsystem. In combination with a current database backup, a full backup can
help you minimize your data loss.

A full backup occurs while the server is offline. You must create a full backup:
after the installation and configuration of a Standby Server
before and after a major server upgrade (for example, from Release 4.2 to
Release 6.0)
before and after any major hardware upgrades (such as a disk expansion,
BIOS upgrade, or platform migration)
When to use a RAID1 backup

RAID1 backups are recommended for platforms with hot-swap disk
configurations. RAID1 backups provide a fast mechanism to back up and restore
your system. Used in conjunction with a database backup, a RAID1 backup
allows you to restore your system to its condition preceding a crash.
The Contact Center Manager Server backup utility backs up the server database.
You need a database backup to recover from database corruption, or to perform
an upgrade or migration on your server. The backup utility is not intended to
restore individual pieces of information or files that were deleted by accident.
Backup best practices

To help you recover your database in the case of a system failure, create a new
Platform Recovery Disk after you expand your database using the Database
Expansion Utility, after you restore your database, and each time you change
any of the following information about the server:
Customer Information—If you change your customer name or company
name.
Switch Information (Communcation Server 1000/Meridian 1 PBX or
Communication Server 2x00/DMS)—If you update switch information,
such as the switch name, IP address, and customer number.
IP Addresses (ELAN subnet/Nortel server subnet)—If you update the
ELAN subnet or Nortel server subnet IP address of the server.
Voice Connection—If you update the connection to the voice-processing
system (CallPilot or Meridian Mail).
RSM IP Address—If you update the Real-Time Statistics Multicast
(RSM) IP address of the server.

Site Name—If you change the site name for Contact Center Manager
Server.

Backup speeds
The following table provides an summary description of the backup types and
speeds.
Approximate speed of
Backup type Definition Result backup
Database backup Backs up all Online operation: See notes following

information stored in Call processing the table.
the Contact Center continues as the
Manager Server backup executes. No
database to a remote Contact Center
directory or to tape. Manager Server
services are stopped.
Full backup Backs up the entire Offline operation: See the

Full backup system using a third- Allows you to restore documentation for
requires a third- party backup utility. the system to its state the third-party
party backup at the time of the backup utility.
utility. backup.
RAID1 drive Backs up drives to a Offline operation: See the supplier’s

backup spare drive pack. Fast system backup documentation.
and simple restore.
For more information on back ups:

To help calculate the speed of database backups before an upgrade (to tape
or a remote directory), it is a good idea to perform a trial run of the backup
at least several days before the upgrade. Keep in mind that the time required
to do a database backup can vary between the trial run and the actual
backup day due to several factors.
For a list of variables that can affect the speed of your backup and restore,
see “Variables affecting backup and restore speed” on page 913.

To calculate the speed for database backups to tape (based on your

configuration), see the Contact Center Manager Planning and Engineering
Guide.
To help you calculate the disk space requirements before you back up your
database, see details about the DBSpace utility in the section “Calculate the
capacity requirements for database backups” on page 924.
Variables affecting backup and restore speed

Because Contact Center Manager Server runs on a Platform Vendor
Independence (PVI) platform, the factors that affect backup speeds can vary
from server to server. The factors shown in the following table can affect backup
and restore speed for both remote directory and tape backups. To improve the
backup/restore speed on your server, note the recommendations in the last
column of the table.
Backup/restore Impact of variable on

variable backup/restore Recommendation
Contact Center Manager Faster CPU means more Use a higher CPU speed
Server CPU speed free processing time on your PVI server.
available for the backup
and restore.
Contact Center Manager Faster database disk Use a faster disk.

Server database disk speed allows for a higher
speed data transfer rate for the
backup and restore task.
Contact Center Manager Because database backup Back up and restore your
Server processing time and restore is a database during low
low-priority background traffic hours, or during
task on the server, more periods of low server
call traffic, real-time activity.
displays, or scheduled
reports slow down the
backup/restore task.


Contact Center Manager Different tape drives have Use a faster tape drive
Server local tape type different data transfer type for local tape backup
rates. Faster tape drives and restore.
allow faster database
backup and restore on a
local tape.
Remote PC CPU speed Faster CPU speed on the Use a remote PC with a
remote PC means more higher CPU speed.
free processing time
available for the remote
backup and restore task
on the remote PC.
Remote PC disk type Different disk types have Use a faster disk type on
different data transfer the remote PC.
rates (for example, SCSI
is usually faster than IDE,
or a newer ATA interface
is faster than an older IDE
type). Remote database
backup and restore speed
depends on the total data
transfer rate of the remote
PC disk.
Remote PC disk speed A faster disk speed allows Use a faster disk on the
for a higher data transfer remote PC.
rate for the remote
backup and restore task
on the remote PC.


Remote PC processing The more processes run Do not run other

time on the remote PC, the processes or applications
more the remote database on the remote PC during
backup and restore task remote database backup/
on the remote PC is restore.
slowed down.
LAN bandwidth The speed of the remote Use a LAN with a higher
database backup/restore bandwidth.
is proportional to the
network bandwidth
(speed). A higher LAN
speed has a higher
bandwidth to handle the
additional network traffic
for the backup/restore.
LAN traffic The speed of the remote Back up and restore your
database backup and database during low LAN
restore is highly traffic hours.
dependant on the actual
LAN traffic at the time of
the backup and restore.
Additional traffic in the
network delays the
backup/restore packets
between Contact Center
Manager Server and the
remote PC.


Contact Center Manager The total length of Keep the minimum call
Server database data backup time is statistical data required
proportional to the actual (for example, do not keep
amount of physical data 10 days of data if you
in the database at the time only need to keep 2 days
of the backup. The length of data).
of the backup time is
shorter if less data is in
the database.

Requirements for backups
This section contains information on both remote directory and tape backups.
Remote directory requirements

If you are using a remote directory to back up your database, you must meet the
remote computer requirements and the network requirements.

The directory you use for the backup must contain enough available space
to hold the backup files. For more information about calculating disk space
requirements, see “Calculate the capacity requirements for database
backups” on page 924.
The network you use for your database backup must meet the following
requirements:
The remote computer must be on the same network as the Contact Center
Manager Server.

Tape drive requirements and maintenance

If you are using a tape to back up your database, you must meet the tape drive
requirements and perform maintenance steps.
Tape drives
Use a SCSI tape drive listed on the Microsoft Compatibility List for Windows
Server 2003 or Windows 2000 on the Microsoft Web site. Ensure that the SCSI
ID for the tape drive does not conflict with existing SCSI IDs configured for
other server devices.
You can use 1/4-inch cartridge and 4-mm and 8-mm digital audio (DAT) format
drives.
The drive can be internal or external to the server.
Head-cleaning kit
Nortel recommends that you purchase a head-cleaning kit to prolong the life of
your tape heads and ensure the quality of your backups. You must clean tape
drives based on how often they are used.
Tape cartridges used per day Cleaning interval
1 weekly
2 every other day
3 every other day
4 or more daily
Most cleaning kits suggest how often heads must be cleaned.

Dedicated tapes for backup types

Use one backup tape for each backup, regardless of whether extra space is
available on the tape. Ensure you have enough backup tapes available so that you
can save backups for a safe period of time before you overwrite an old backup.
CAUTION
Risk of overwriting data

.
After a backup, the tape is not ejected from the tape drive.
Ensure that you eject the tape after each backup to prevent
the next backup from overwriting the data.
Tape size
Ensure that the backup tape is large enough to store the data you are backing up.
You cannot use multiple backup tapes for a single backup. For more information
about calculating tape capacity requirements, see “Calculate the capacity
Tape rotation
Rotate tapes daily and store them at an off-site location. Do not keep a tape in
the tape drive for more than one or two days for the following reasons:
The next backup can overwrite existing data on the tape. If you are using
the same tape for several consecutive nightly backups and the tape becomes
damaged, no other backup is available to restore lost data.
Consistent reuse of the same tape accelerates wear on the tape. Tapes may
need replacement earlier than their normal life span.
Nortel recommends that you store backup tapes off-site for as long as possible
before reusing them. Store tapes for at least two weeks.

Checklist to perform backups
Follow the steps in this checklist to perform backups.
Step ✔
After you install your server or make changes to your server

configuration (for example, IP addresses), create a Platform Recovery
Disk. For more information, see “Creating a Platform Recovery Disk”
on page 921.
Decide whether to use tape backups or remote directory backups, and
configure the setting on Contact Center Manager Server. For more
information, see “Set up tape backups” on page 929 and “Set up remote
directory backups” on page 932.
If you are backing up to a tape, ensure that you have the following:
enough backup tapes to rotate them. See page “Tape rotation” on
page 919.
a head-cleaning kit. Also ensure that you clean the tape drive
regularly. See page “Head-cleaning kit” on page 918.
CAUTION
Risk of data loss

.
The server does not contain a default backup schedule.

Perform a backup after all system hardware and software are
installed, and before and after any upgrade. Schedule a daily
database backup.

Create a Platform Recovery Disk
When you create a Platform Recovery Disk, the system saves both server and
database configuration data into a series of text files. You must keep an up-to-
date Platform Recovery Disk available in case you need to recover your server
software, database, or both. You also need this disk for upgrade and migration
procedures. Nortel recommends that you create a Platform Recovery disk after
any major modifications to the system.
You can create a Platform Recovery Disk on either a floppy disk or a remote
If you want to use a remote computer, you must first map the directory on the
network computer to a network drive on your server. The name of the remote
directory into which you save the Platform Recovery Disk must not contain any
spaces. Spaces in the remote directory name cause errors.

window appears.


Result: The following page appears.

following tasks:
If you want to create a Platform Recovery Disk on a floppy disk:
d. Click OK.

If you want to create a Platform Recovery Disk in a directory on a

network computer:
a. Ensure you mapped a network drive to the remote directory in
which you want to save the Platform Recovery Disk.
b. Click Browse and navigate to the mapped drive.
c. Select the directory, and click OK.
Result: The drive you select appears to the left of the Browse button.
Result: The system exports files containing the server setup record and
database configuration to the disk or remote directory. When the process is
complete, the following window appears.
Note: The system also checks for database segmentation problems. If it

finds any problems, it displays a message indicating the type of problem.
the migration.
down the services.
clearly.
window.

Calculate the capacity requirements for

database backups
Before you back up the database, you must ensure that the tape or remote
directory used for a database backup has enough capacity to hold the backup
files.
To calculate the amount of space required in the tape or remote directory, you
have two options:
use the DBSpace utility
use the SCCSDBSpace view
Calculating the capacity requirements for database backups using

the DBSpace utility
You can use the DBSpace utility to calculate the amount of data is stored in each
of the Blue, CBC, and Master databases, and then calculate the total amount of
data stored, in megabytes.
The amount of data stored can change between the time when you run this utility
and the time when you back up your database. As an extra precaution, it is a
good idea to add a 15 to 30 percent buffer to the amount shown in the Total row
of the UsedDBSpace column in the utility window.
1 In Windows, open an MS-DOS window.
2 Navigate to D:\Nortel\iccm\bin\dbspace.exe.

3 Type dbspace.exe <sysadmin password>, and then press Enter. For

example, if the sysadmin password for your server is nortel1, then type
dbspace.exe nortel1, and press Enter.
Note: Leave a space between the file name and the sysadmin password.
Result: The Database Space Utility appears and calculates the amount of
data stored in the database.
4 In the window, note the values in the UsedDBSpace column. These values
show the amount of data stored in each database (Blue, CBC, and Master).
Use the scroll bar to view the lower portion of the pane where the total
amount is listed. The total value shown in the UsedDBSpace column is the
amount of space that you need available in a tape or remote directory
before you back up the database (plus the 15 to 30 percent buffer to safely
perform the database backups without any space constraints).
Tip: For your reference, the system creates a replica of the utility results
and stores it in a text file called dbspace.txt.
Calculate the capacity requirements for database backups using the

SCCSDBSpace view
On servers running Release 6.0 of Contact Center Manager Server, you can
create a custom report to access the contents of the SCCSDBSpace view. For
more information about reports, see the Nortel Contact Center Historical
Reporting and Data Dictionary.
When you generate your custom report, the following information appears:

the amount of space allocated to the Contact Center Manager Server

databases (Blue, Master, and CBC)
the amount of space used by the databases
the amount of allocated space that is unused
1 Create a custom report with the report writing application of your choice (for
example, Crystal Reports).
The custom report must point to the SCCSDBSpace view on the server.
For information about creating custom reports, see the documentation
included with your report writing application.
2 Generate the report to view the capacity requirements for your database
backup.

Backup options
Before you schedule your database backups, you must determine which backup
option you want to use and set it up on Contact Center Manager Server. Your
options are:
backing up to a remote directory on a network computer
backing up to a tape in a local tape drive
If required, you can switch between these methods; however, you cannot use
both methods simultaneously.
You set your database backup option on Contact Center Manager Server using
the procedures in this section.

Tape backups and remote directory backups

Following are the pros and cons of tape backups versus remote directory
backups.
Tape backups
Pros Cons
not affected by network requires maintenance of tape drive and

instability tapes
no dependency on low possibility of mechanical failure of
network traffic tapes and drives
backup data is readable only by
Sybase backup server; cannot be read
by Windows backup utility
for technical support, tapes must be
handed off or shipped; data cannot be
transmitted electronically
Remote directory backups
Pros Cons
for technical support, requires a stable network

backup data can be must be scheduled when network
transmitted electronically traffic is low
backup data files are requires an archiving plan for
recognized by the Windows backup files after each backup to
file system ensure the files are not overwritten
low maintenance and not
prone to mechanical failure

Set up tape backups
You can back up your database to a tape in a local tape drive on your Contact
Center Manager Server. You choose the tape backup option through a window in
the server software.
When you do a new installation of the Contact Center Manager Server software,
the default setting is tape backup. If you want to confirm that your server is set to
tape backup, or if you want to change from remote directory backup to tape
backup, use the following procedure.
After you complete these steps, the next scheduled backup goes to the tape drive.
Setting up a tape backup

Backup Utility.


4 Verify that the backup tape is in the tape drive, and click Start Backup.
5 Wait until the following message appears in the DOS window.


7 Click OK.
8 Navigate to D:\Nortel\data\backup\BackupLogs and open the file
dbbackup.log file (with Notepad). If your database backup succeeds, the
warnings.
your backup was successful. Close the log file.

Set up remote directory backups
You can back up your database to a remote directory on a network computer.

You choose this option through a window on Contact Center Manager Server.
However, you must first complete a series of steps to set up the connection
between the server in Contact Center Manager Server and the remote directory.
To set up a remote directory backup, you must complete the following tasks:
1. Prepare the network computer:
Create a local Windows user account with administrator privileges.
Create a shared directory to contain the remote database backup files.
2. Prepare Contact Center Manager Server:
Create an identical local Windows user account with administrator
privileges.
Add the account to the policy Log on as a service.
Enter the account and path information through a window in Contact
Center Manager Server, and deactivate the tape backup option.
After you complete these steps, the next scheduled backup goes to the remote
directory. See the following detailed procedures.
ATTENTION
After you configure the remote directory for backup and
restore, check your configuration before you back up or
restore the database by following the guidelines listed in the
section “Test the remote directory backup and restore
configuration” on page 944.


The backup process creates the following files.
File Description
directory.
your database.

database files.
CAUTION
Risk of database restoration error

.
If you need to restore your database, the restore program looks

for the exact file names in the preceding list. If you change the
file names for archiving purposes—for example, by adding a
date to the name—you must change the names back to their
original state before you try to restore the database. Otherwise,
the restore process fails.
Before you start

Ensure the remote computer and the network meet the requirements identified in
“Requirements for backups,” on page 917.


You must set up accounts, passwords, and a shared directory in preparation for
remote directory backups. Create names for these items ahead of time and record
them in the following table.

Item information
User name
You must create a name and assign it to two user
accounts—one on the network computer and the
other on Contact Center Manager Server. The names
must be identical on both computers.

You must create a password and assign it to the two
accounts described in the previous step. The
passwords must be identical on both computers.

Obtain and record this name so you have it available
when you set up the remote directory backup on the
server.
You must create and assign a share name to the
directory on the remote computer. The share name
can be the directory name (this is the default in
Windows) or a different name.
The share name for the remote directory must not
contain any spaces. Spaces in the remote directory
name cause errors.


When you determine which network computer you want to use for the remote
directory backup, you must create a local Windows user account on it, and then
create a shared directory to contain the remote backup. Use the following basic
steps, along with the documentation that came with the operating system, to
correctly set up the user account and shared directory.

CAUTION

.
remote computer.

the worksheet.
Prepare Contact Center Manager Server for remote directory backup

On your Contact Center Manager Server, you must create a local Windows user
account that is identical to the one you created on the network computer. You
then add the account to the policy Log on as a service. To complete preparation
of the server, you type the account information and the path of the remote
directory in Contact Center Manager Server and turn off the tape backup option.
See the following detailed procedures.

Setting up the local Windows user account on Contact Center

Manager Server
Contact Center Manager Server cannot access the network computer.
9 Click Create.
10 Click Close.

Properties.
14 Click Add.
16 Click OK.
Setting up the local security settings

1 On the server, select Start > Administrative Tools > Local Security
Policy.
Click User Rights Assignment to view the Local Security Settings in the
right panel.
3 In the right panel, double-click Log on as a service.
Result: The Log on as Service window appears.


5 Click Advanced.
6 Click Find Now.
then click OK.

Completing the remote backup settings on Contact Center Manager

Server
1 On the server, select Start > Programs > Nortel Contact Center >


6 Click Next.

8 If your backup is not scheduled, click Start Backup.

9 To start your backup, skip to step 10; otherwise, click Cancel to save your
settings and exit.
10 Click Start Backup.
backup.


13 Click OK.


warnings.
Test the remote directory backup and restore configuration

To ensure that you configured the remote directory backup correctly, after you
complete the previous configuration procedure, perform the following steps
before backing up to, or restoring from, the remote directory. Before a
migration, it is important that you perform these steps on both the Active Server
(before backing up your database) and the Standby Server (before restoring the
database).
Checking the physical connection between the server and the

remote PC
1 On the Contact Center Manager Server, use the remote PC computer
name to ping the remote PC. This enables you to check the physical
network connection between the server and the remote PC.
2 If you cannot ping the remote PC from the server in Contact Center
Manager Server, check the remote PC computer name, the DNS
configuration, and the physical network connection between the server and
the remote PC (for example, the IP address and router configuration).

Checking the access to the shared folder

1 On the server, log on to Windows using the local Windows user account
that you created on the server. For more information about this account,
see “Setting up the local Windows user account on Contact Center
Manager Server” on page 937.
2 On the server, temporarily map to the shared folder on the remote PC as a
mapped network drive.
3 To check the access level to this mapped folder, on the server, copy any
small file (for example, a text file) and paste it into this mapped drive. Then
delete this file from the mapped drive.
4 If the system prompts you to type the user name and password for the
shared folder, check that the user name and password for the Windows
user accounts are synchronized on the server and the remote PC.
5 If you cannot paste the copied file into the shared folder, or delete the file
from the shared file, check that the Windows user account is granted Full
Control access rights on the remote PC.
6 On the server, unmap the shared folder and log off the server.
Performing a test backup

After you configure the remote backup, you can schedule a backup and check
the results in the backup log file when the backup is complete.
Ensure you perform the test when there is low network traffic.

Guidelines for third-party backup software
The third-party backup software must meet the requirements listed in this
section.
Requirements for third-party backup software

The following requirements apply to third-part backup software:
The third-party backup software must not reduce the hard disk space
available to the server and the Windows Server 2003 operating system
below the minimum required.
The installation or uninstallation of the third-party backup software must
not impact or conflict with the server software (for example, it must not
cause .DLL conflicts). If such conflicts are discovered, you might have to
rebuild the server.
If the third-party backup software has its own database, it must not impact
the database.
The third-party backup software must not interfere with services in any way
(for example, causing improper or out-of-sequence shutdowns).
During run-time, the third-party backup software must not degrade the
system beyond an average 50 percent CPU utilization.
You must run the third-party backup manually. Do not schedule the third-
party backup to run in automatic mode.
ATTENTION
Services associated with the third-party backup must
not run while Contact Center Manager Server is
running.
If you are using a tape drive for your backups, the third-party backup
system can use a dedicated tape drive, or it can share the tape drive used for
database backups.
If the third-party backup and the database backup have dedicated tape
drives, the tape drive used for the database backup must be configured
with the device name “Tape0.”

If the third-party backup and the database backup share a tape drive, the
drive must meet the requirements of Contact Center Manager Server.
For backups to a remote directory, the third-party backup must not interfere
with the server ports used for network connections by the server.
Before you put the server in operation, perform comprehensive coresidency
testing of the server and the third-party backup utility.
Disk imaging is supported.

Prepare for third-party backups
The customer must define a backup and restore process based on the third-party
utility used (for example, Windows backup). This section describes procedures
that you must complete before you begin a full backup using a third-party utility.
For more information about full backup procedures, refer to the documentation
for your third-party utility.
When you perform a full backup, you must perform the following steps in the
order listed below. Each step is detailed in the following pages:
1. Stop the database services from running by using the Stop Sybase Services
utility.
2. Perform the full backup using the third-party utility of your choice.
3. Start the database services using the Start Sybase Services utility.
4. Start the services using the Startup utility.
Preparing your server for a full backup

1 Stop the database services using the Stop Sybase Services utility as
follows:
ATTENTION
You must shut down the Standby Server Services before
you shut down the database services. Failure to do so
can result in database corruption.
a. From the Start menu, choose Programs > Sybase > Stop Sybase
Services.
b. If the Start/Stop option does not appear on your Standby Server, go to
Start > Settings > Control Panel > Administrative Tools > Services
and stop your Sybase services.
Result: The Standby Server Shutdown window appears.

c. Click OK.
Result: The utility shuts down the Sybase backup server, monitor
server, and the Sybase server. When all services are shut down, the
Service Status Log appears.
d. Verify that all services successfully shut down. If you cannot shut down
any services, contact Nortel support personnel.
e. After you shut down the services, click Accept to exit the shutdown
utility, and then proceed with the full backup.
2 To back up the entire system (for example, if you want to back up all of the
operating system files in addition to the database files), then, depending on
the backup utility you are using, you may need to use the Services window
in the Control Panel to ensure the services listed below are shut down.
Note: Some third-party backup utilities require that you manually shut down
the following services. If you do not shut them down as follows, then some
Windows files may not be backed up.
Click Start > Settings > Control Panel > Administrative Tools >
Services.
Result: The following services are shown:
Telephony
TCP/IP NetBIOS Helper Service
SNMP Service
Simple TCP/IP Services
Server
Protected Storage
Messenger
License Logging Service
To shut down the services, select the service, and then click Stop.
3 After the services are shutdown, click Close on the Services control panel.
4 Back up the server. You must select the following options before starting the
full backup:
verify backup—This ensures that the backup was made successfully.

back up local registry—A required option to back up all the server

configuration details. The third-party backup utility must support registry
backups.
Note: You may want to use the compression option (if available) to ensure
all the data on the server can be backed up.
The following drives must be backed up:
C:\—Windows operating system, pcAnywhere
D:\—Contact Center Manager Server, SysOps.log file, Sybase
executables
all drives greater than and including F:\ - Database drives
Preparing to back up the Replication server

1 From the Start menu choose, Settings > Control Panel > Administrative
Tools > Services.
2 Stop the Sybase REP_<server_name>_RS service.
ATTENTION
You must stop the Sybase Rep_<server_name>_RS
service before you stop any other services on your
server.
3 Stop the rest of your Sybase services.

4 Verify that all services successfully shut down. If you cannot shut down any
services, contact Nortel support personnel.
5 To back up the entire system (for example, if you want to back up all of the
operating system files in addition to the database files), then, depending on
the backup utility you are using, you may need to use the Services window
in the Control Panel to ensure the services listed below are shut down.
Note: Some third-party backup utilities require that you manually shut down
the following services. If you do not shut them down as follows, then some
Windows files may not be backed up.
Click Start > Settings > Control Panel > Administrative Tools >
Services.
Result: The following services are shown:
Telephony

TCP/IP NetBIOS Helper Service

SNMP Service
Simple TCP/IP Services
Server
Protected Storage
Messenger
License Logging Service
To shut down the services, select the service, and then click Stop.
6 After the services are shutdown, click Close on the Services control panel.
7 Back up the server. You must select the following options before starting the
full backup:
verify backup—This ensures that the backup was made successfully.
back up local registry—A required option to back up all the server
configuration details. The third-party backup utility must support registry
backups.
Note: You may want to use the compression option (if available) to ensure
all the data on the server can be backed up.
The following drives must be backed up:
C:\—Windows operating system, pcAnywhere
D:\—Contact Center Manager Server, SysOps.log file, Sybase
executables
all drives greater than and including F:\ - Database drives

Performing the backup

1 Start the backup from the third-party utility.
Note: For more information, see the documentation for your third-party
utility.
2 When the backup is complete, restart your server.
3 When the server is restarted, restart the database services.

Appendix D
Restore data
In this chapter
Overview 954
Recover a recent backup of the database 955
Restore the database 958
Recover the database with a third-party backup 975

Restore data Standard 10.12
Overview
A number of recovery methods are available for your system. The method you
choose depends on the problem you encounter and the backup data and media
available to you.
Before using these recovery procedures, check your regional Contact Center
Manager Server technical Web site for updated customer documentation.
The procedures in this section provide instructions to recover a system using a

Platform Recovery Disk, a database backup, or both.
ATTENTION

January 2008 Restore data
Recover a recent backup of the database
If you suspect that data in your Contact Center Manager Server (Active or
Standby) database is corrupt or if you recently migrated your server, you can
restore an existing database backup to the system using the Database Restore
utility.
Use one of the following procedures:

“Restoring the database from a tape backup” on page 961
“Restoring the database from a remote directory backup” on page 963
One you restore the database, proceed to the following sections for additional
information concerning recent backups.
During the restore process, the connection between the Server Utility and the
server is lost, and the services on the server are shut down. After the restore
process is finished, restart the system, and reconnect the Server Utility.
Restore a more recently backed-up database

You can restore a more recently backed-up database (4.2 or 5.0) than the
database when your new Release 6.0 server is ready to go live. For example,
if you upgrade from Contact Center Manager Server Release 4.2 to Release
6.0, but keep the original Release 4.2 server active, when your Release 6.0
server goes live, you can restore a more recently backed-up database. You do
not need to perform another migration.
Use the Database Restore utility to restore the database.When the database is
restored, the Contact Center Manager Server Database Restore utility
automatically launches the Server Setup Configuration Utility. Verify the
configuration information, and then complete the configuration process.
Running the server configuration repopulates the database with Release 6.0
data.
When you restore a more recently backed-up Release 6.0 database, you do not
need to run the Server Setup Configuration Utility again.

For more information, see “Recover a recent backup of the database” on page
955.
ATTENTION
server.
Deal with call statistics during an upgrade

During the upgrade procedure, you must create a backup of your Active Server
database. The database backup is an online operation, so the server remains in
service during the backup. However, if the contact center continues to respond to
calls after the database backup, call statistics recorded after the database backup
of the Active Server are missing from the restored database of the new or
reconfigured server.
If your server continues to receive calls after the backup, some call statistics and
data pegging are missing from the backup. If it is important that all call
statistics and data pegging be migrated to Standby Server, take the Active
Server offline immediately following the database backup. Ensure that the
Active Server remains offline until you install Release 6.0 and successfully
migrate the database back to the same server.
If you must transfer all of your call statistics to the Standby Server, Nortel
recommends that you complete the following tasks:
1 Stop the HDM service on the live server. The call statistics files are stored
in the file system for use on the migrated Standby Server.
2 Create a new database back up of the Active Server.
3 Restore the new database backup onto the Release 6.0 server.
4 Copy the Active Server interval files to the Standby Server.
5 Bring the new Release 6.0 server online. The HDM service on the Standby
Server adds the interval file data to the Standby Server database. The call
statistics are restored.

Perform a Database Integrity Check

Nortel recommends that you perform a Database Integrity Check after you
restore your database to ensure the data is not corrupted before you return your
system to full service.

Restore the database
This section contains recovery procedures that are used in more than one
recovery scenario. See this section for specific restore procedures that are
referenced from other sections in this chapter.
ATTENTION
Import database information from a Platform Recovery Disk

This procedure imports database information from a Platform Recovery Disk
into your Contact Center Manager Server (Active or Standby).
Importing database information from the Platform Recovery Disk

1 Log on to the server as Administrator or NGenSys.
a. If your Platform Recovery Disk is on a floppy disk, insert it into drive A.
b. If your Platform Recovery Disk is in a directory on a remote computer,
map a network drive to that directory.

4 In the Import Platform Recovery Disk section, perform one of the

following tasks:
If your Platform Recovery Disk is on a floppy disk:
a. Ensure the drive shown is A:\.
b. Insert the floppy disk into the drive.
If your Platform Recovery Disk is on a remote directory:
a. Click Browse and navigate to the mapped drive for the remote
directory.
b. Click the drive, and click OK.
c. Ensure the mapped drive appears in the Platform Migration Utility
window.

5 Click Import.
Result: The system imports the files from your Platform Recovery Disk. A
DOS window appears during the import with the text Importing
database information. When the import is complete, the following
window appears.
6 Click OK.
7 Close the Platform Migration Utility window.
8 Remove the Platform Recovery Disk from the drive.
Restore a system database from tape or from a remote directory

These procedures restore a database backup from either a tape or from a remote
directory. Use one of following procedures:
For a list of variables that can affect the speed of your backup and restore,
see “Variables affecting backup and restore speed” on page 913.


Restore.

4 Insert the tape containing the database backup.
Result: The system first shuts down the Contact Center Manager Server
services that you installed. Then the database restore begins. During this
time, the Database Restore window remains visible and displays numerous

5 Wait until the Database Restore Utility window appears.
6 When the tape in the drive stops moving, click Start Restore to begin the
database restore process.
Note: A log file is created with the following path name after the database
restore is complete: D:\Nortel\data\backup\RestoreLogs\restore.log.
7 Click Done.
8 Eject the backup tape from the tape drive.

9 Click OK to exit the Database Restore utility.

ATTENTION
Before you restore the database from a remote directory,
1 Log on to the system as NGenSys.

2 Ensure that you have a network connection to the computer containing the
remote directory backup.

4 Select Network Disk, and click Next.

5 In the Account box, type the account name for the remote backup location.
6 In the Password box, type the password for the remote backup location.
7 In the Network Path box, type the path of the remote backup location.
8 Check that the path is correct.

9 Click Next.
10 Click Start Restore to begin the database restore process.

Result: The database restore process begins. This can take 1 to 3 hours,
depending on the amount of data and the CPU speed of the server. During
this time, the Database Restore Utility window remains in view and displays
numerous status messages about the progress of the restore.
Note: The restore can take longer if you store your call-by-call records for
longer than the recommended interval.

11 Wait until the following window appears, indicating that the restore is
complete.
Note: A log file with the following path name is created after the database
restore is complete: D:\Nortel\data\backup\RestoreLogs\restore.log
12 Click Done.
13 Click OK to exit the Database Restore utility.

processes and close this window.
Nortel recommends that you do not restart the server at this time. You need
not restart the server until after you configure the server software and
database. Instead, proceed with “Configure your system software and
database by importing configuration data from the Platform Recovery Disk”
on page 967 to perform a database integrity check.

Configure your system software and database by importing

configuration data from the Platform Recovery Disk
The file MigInfo.txt on your Platform Recovery Disk contains all configuration
data for your Active or Standby Contact Center Manager Server. To configure
your server software and database, you can import this information directly into
the Server Setup Configuration Utility using a command, as described in the
following procedure.
Configuring your server software and database by importing

configuration data from the Platform Recovery Disk
1 Ensure you are logged on to the server as Administrator or NGenSys.
If your Platform Recovery Disk is on a floppy disk, insert it into the floppy
drive.
If your Platform Recovery Disk is in a remote directory, map a network
drive to the remote directory.
3 From the Start menu, choose Run.
4 Perform one of the following tasks
If your Platform Recovery Disk is on a floppy disk, type
d:\nortel\iccm\bin\svrconfig.exe -i -w a:\MigInfo.txt.
If your Platform Recovery Disk is in a remote directory, type
d:\nortel\iccm\bin\svrconfig.exe -i -w x:\MigInfo.txt,
where x is the letter of the mapped remote directory.

5 Click OK.
This step is the first of several windows in the Setup Configuration Utility in
which you enter your system configuration. However, because you
imported your Platform Recovery Disk, the data boxes in each window in
this utility are already filled with the configuration data of the original
system.
6 Check the information in the Customer Information window, and click Next.
7 Check the information in each subsequent window, and then click Next to
move through the configuration utility.

8 When you reach the Site Name window, check the data, and then click
Finish.
Result: The Server Setup Configuration Utility window appears. Each tab
represents a window that you just viewed. Different tabs appear depending
on your configuration.
9 When you are satisfied with the configuration details, click OK.

10 Click Yes to continue.

Result: The Server Configuration Utility configures your server using the
data you entered. It displays a status for each stage that the configuration
passes through.
Note: This process can take 20 to 30 minutes to complete, depending on
your system CPU and database size. Do not close any windows during the
configuration.
11 Wait until you see the following message.
12 Click OK.
13 Perform one of the following tasks.

Click OK to use the Platform Migration Utility to create a Platform

Recovery Disk. Proceed to 15.
Click Cancel. If you click Cancel, remember to use the Platform

Migration Utility to create a Platform Recovery Disk when the installation
is complete.
Result: The Do you wish to reboot now window appears.
14 Click Yes.
Result: The server reboots. The Nortel Contact Center Management
Server Setup Configuration Utility window does not appear.
Note: If you do not want the server to reboot, click No. The window closes.

16 In the Create Platform Recovery Disk section, perform one of the following
tasks:
d. Click OK.


c. Select the drive, and click OK.
window appears.
e. Click OK.
it finds any problems, it displays a message indicating the type of
problem.
the migration.
system prompts you to shut down the services on the Active Server so it
can fix the problem. Follow the on-screen prompt to shut down the
services.
clearly.
window.


20 Click OK.
Result: The system automatically restarts.
21 Log on as NGenSys.
Note: It can take several minutes for the desktop to appear.
Result: The MAS Trace Window appears. The server and database
configuration is complete, and Contact Center Manager Server is ready for
use.

Recover the database with a third-party

backup
Customers must define their own full backup and restore process based on the
third-party backup utility of their choice.
You can use a full restore if a catastrophic failure occurs when the latest database
backup and the initial system setup data records and database configuration are
not available for the reinstallation of the Standby Server or the Replication
server.
Do not use a restore from a full backup without reinstalling the Standby Server
or Replication server in the following situations:
A full backup tape is not available.
The failed system is replaced with a new system that may have slightly
different hardware configuration.
The failed system is replaced with a different platform.


Appendix E
Manage security
In this chapter
Microsoft security guidelines 978
Password guidelines 979
Change Nortel user account passwords 980
Protect pcAnywhere settings 983
Check server events for suspicious activity 985
Configure Data Execution Prevention 986
Use Security Configuration Wizard and enable Windows Firewall 989
Activate the Nortel Contact Center Security Template 1019

Manage security Standard 10.12
Microsoft security guidelines
You must ensure that you are running your server with the most current
Microsoft patches.
Review the Nortel Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List (available from Nortel Technical
Support Web site) for the list of applicable Microsoft security hotfixes that
should be applied.
Backup the entire Contact Center Multimedia server (operating system,
server software, and multimedia database), then shut down all Contact
Center Multimedia services before you apply any Microsoft security
hotfixes using the Microsoft instructions.
Apply Microsoft security updates on a timely basis.

January 2008 Manage security
Password guidelines
This section provides guidelines for selecting passwords for Contact Center
Manager Server.
Password format
Write down any new passwords and store them in a secure place for future
reference. Passwords are case-sensitive.
New passwords must be:

unique
alphanumeric (they must contain at least one number)
a minimum of six characters
not nouns
Example
xyd45fst
When to change passwords

Change passwords at the following times:
during the initial system setup after the operating system is installed
at regular intervals for maximum security
if you experience trouble logging on to Windows
if server software is reinstalled (the default accounts and passwords are
recreated, so passwords must be changed)
If you require support from Nortel or your distributor, you must tell them the
new passwords.

Change Nortel user account passwords
To maintain system security, change passwords regularly and store them in a

secure location.
To make changes to the Administrator or any other Windows passwords, see the
documentation provided with your operating system.

NGenSys
NGenDist
NGenDesign
ATTENTION
If server software is reinstalled, the default accounts and
Changing the NGenDist, NGenDesign, or NGenSys passwords

Management.


6 Click Proceed.
numbers and letters (see “Password format” on page 979).
8 In the Confirm Password box, type the same password entered in the
Password box.
9 Click OK.
10 Click OK
12 Select Exit to save changes.

server.
If you have changed the NGenSys password, continue with the following
procedure.
ATTENTION
on as NGenSys. You must be logged on as NGenSys to
monitor and manage the server.
Changing the NGenSys password for MAS Backup and Restore

service
1 Click Start > Settings > Control Panel > Administrative Tools.
2 Click Services.
3 Scroll to MAS Backup and Restore service, and then select it.
5 Click the Log On tab, and then fill in the Password and Confirm Password
boxes with the current NGenSys password.
NGenDist, NGenDesign, or NGenSys passwords” on page 980.
6 Click OK.
ATTENTION
You must be logged on as NGenSys to monitor and
manage the server.

Protect pcAnywhere settings
This section describes how to create a password to protect the pcAnywhere

settings on the server.
ATTENTION
If you select the option Required to modify properties, you
must enter the password each time a setting is changed. You
should record the password and keep a copy of it in a safe
place. If you forget the password, you cannot change any
settings.
Adding a password to protect pcAnywhere settings

Result: pcAnywhere starts.
3 If necessary, select Be a Host PC.
4 Click Network.
Note: Do not double-click the icon or you will begin a pcAnywhere session.
5 From the File menu, choose Properties.
Result: The pcAnywhere HOST Properties window appears.

6 Click the Protect Item tab.

Result: The following property page appears.
7 In the Password box, type a password that protects the pcAnywhere

network settings.
9 Check the appropriate check boxes for the level of security you desire.
10 Click Apply to save the changes.
11 Click OK.
ATTENTION
You must be logged on as NGenSys to monitor and
manage the server.

Check server events for suspicious activity
Security auditing is enabled on the server. Suspicious actions by a user are

logged as event code 40593 in the Event Browser in the Server Utility window
on the client, and in the security log in the Windows Event Viewer. The severity
of the event depends on the severity of the condition that caused the event. If the
severity is Information, the event does not appear in the Alarm Monitor.

Configure Data Execution Prevention
Windows Server 2003 with the latest supported service pack contains security
enhancements that impact Contact Center Manager Administration.
Data Execution Prevention (DEP) is a set of hardware and software technologies

that perform additional checks on memory to protect against malicious code
exploitation. In the latest supported service pack for Windows Server 2003, DEP
is enforced by both hardware and software.
For Contact Center Manager Administration to function correctly, you must

change the default DEP settings to be turned on for essential Windows programs
and services only.
Configuring Data Execution Prevention (DEP) on Contact Center

Manager Administration
Nortel recommends that you perform this procedure before you install Contact
Center Manager Administration.


2 Click Start > Control Panel > System.
3 Click the Advanced tab.

4 In the Performance section of the window, click Settings.

Result: The Performance Options window appears.
5 In the Performance Options window, click the Data Execution
Prevention tab.
Result: The Data Execution Prevention tab appears.
6 On the Data Execution Prevention tab, select Turn on DEP for essential
Windows programs and services only.
7 Click OK.
Result: A warning window appears notifying that you must restart the
computer for changes to take effect.
8 Click OK.
Result: The System Properties window reappears.
9 Click OK to exit the System Properties window.
10 Restart the server to activate the change to the Data Execution Prevention
settings.

Use Security Configuration Wizard and enable

Windows Firewall
Windows Server 2003 with the latest supported service pack contains new
security enhancements that impact Contact Center Manager Administration.
Security Configuration Wizard allows you to configure server security
based on existing server roles. The wizard identifies and stops services
which are not required to perform existing server roles, reducing Windows
2003 exposure to attack.
Windows Firewall is the successor to Internet Connection Firewall.
Windows Firewall is a host (or software) firewall around each client and
server in the network. You must ensure that Windows Firewall is enabled so
that it can protect your network systems.
Nortel recommends that you install and run the Security Configuration Wizard
on the Contact Center Manager Administration server after Contact Center
Manager Administration is successfully installed and configured (including the
required multicast and unicast configurations).
Ensuring Security Configuration Wizard is installed on your server

Depending on your version of the service pack for Windows 2003, the Security
Configuration Wizard may or may not be installed by default on the operating
system. Perform the following procedure to ensure Security Configuration
Wizard is installed.
1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove programs window appears.
2 In the left pane, click Add/Remove Windows Components.
Result: The Windows Components Wizard appears.
3 In the list of components, find Security Configuration Wizard.

4 If the check box next to Security Configuration Wizard is selected, then

Security Configuration Wizard is installed, and you can proceed to “Using
Security Configuration Wizard to secure the server” on page 990. If the
check box next to Security Configuration Wizard is not selected, proceed to
step 5.
5 In the list of components, select Security Configuration Wizard.
6 Click Next.
Result: The Configuring Components window appears, followed by the
Completing the Windows Components Wizard.
7 Click Finish.
Using Security Configuration Wizard to secure the server

2 Click Start > Administrative Tools > Security Configuration Wizard.

Note: Security Configuration Wizard is not installed by default in all

versions of Windows service packs. To install the Security Configuration
Wizard, see “Ensuring Security Configuration Wizard is installed on your
server” on page 989.
Result: The Welcome to Security Configuration Wizard window appears.

3 Click Next.
Result: The Configuration Action window appears.
4 Select Create a new security policy.

5 Click Next.
Result: The Select Server window appears.
6 In the Server field, ensure your local computer name is selected.

7 Click Next.
Result: A progress bar appears indicating that the system is processing.

8 When processing is complete, click Next.

Result: The Role-Based Server Configuration window appears.

9 Click Next.
Result: The Select Server Roles window appears.
10 In the list of installed roles, ensure the File server role is selected.

11 Click Next.
Result: The Select Client Features window appears.

12 Click Next.
Result: The Select Administration and Other Options window appears.
13 In the list of installed options, ensure the following options are selected:
Print
Task Scheduler
14 Click Next.
Result: The Select Additional Services window appears.
15 In the list of additional services that the selected server requires, ensure
the following services are selected:
CC License Manager
CC Replication Service
CCMS ASM_Service
CCMS Audit_Service
CCMS Control Service
CCMS DBNotifier_Service
CCMS EB_Service

CCMS ES_Service
CCMS HDC_Service
CCMS HDM_Service
CCMS Host Application Integration
CCMS IS_Service
CCMS MAS Backup and Restore
CCMS MAS Configuration Manager
CCMS MAS Event Scheduler
CCMS MAS Fault Manager
CCMS MAS LinkHandler Port #2
CCMS MAS OM Server
CCMS MAS Security
CCMS MAS Daemon
CCMS MAS Service Manager
CCMS MAS Time Service
CCMS MLSM_Service
CCMS NBMSM_Service (This service is not selected by default. Select
it if integration with Contact Center Multimedia 6.0 application is
enabled.)
CCMS NBNM_Service
CCMS NBTSM_Service
CCMS NCCOAM_Service (This service is not select by default. Select it
if the server is a NCC server.)
CCMS NDLOAM_Service
CCMS NINCCAudit_Service (This service is deselected by default.
Select it if the server is a NCC server.)
CCMS NITSM_Service
CCMS OAM_Service
CCMS OAMCMF_Service (This service is deselected by default. Select
it if Integration for Contact Center Multimedia 6.0 application is enabled.)

CCMS RDC_Service
CCMS RSM_Service
CCMS SDMCA_Service
CCMS SDP_Service
CCMS SIP_Service (This service is deselected by default. Select it if
integration with SIP application is enabled.)
CCMS TFA_Service
CCMS TFABRIDGE_Service
CCMS TFE Bridge Connector
CCMS TFE_Service
CCMS UNE_Service (This service is deselected by default. Select it if
integration with Universal Networking application is enabled.)
CCMS VSM_Service
pcAnywhere Host Service (This service exists if pcAnywhere is
installed.)
Sybase BCKServer_<computername>_BS
Sybase MONServer_<computername>_MS
Sybase SQLServer_<computername>
Sybase SPServer_<computername>_XP
SybProtect
TAO NT Naming Service

16 Click Next.
Result: The Handling Unspecified Services window appears.

17 Click Next.
Result: The Confirm Service Changes window appears.

18 Click Next.
Result: The Network Security window appears.
19 On the Network Security window, ensure that the check box next to Skip
this section is cleared.

20 Click Next.
Result: The Open Ports and Approve Applications window appears.
21 In the list of ports that the selected server requires, ensure the following
ports are selected:
Port 135 (RPC endpoint mapper/DCOM)
Port 137 (NetBIOS name service)
Port 139 (NetBIOS session service)
Port 161 (SNMP) (if customer SNMP NMS is connected to monitor
CCMS SNMP traps)
Port 161 (SNMP Traps) (if customer SNMP NMS is connected to
monitor CCMS SNMP traps)
Port 445 (SMB)
Port 3389 (Remote Desktop Protocol) (if Remote Desktop Connection is
used as a remote access connection tool)
Ports used by CCMS ASM_Service
Ports used by CCMS Audit_Service
Ports used by Sybase BCKServer_<computername>_BS

Ports used by CCMS Control Service (This may not be selected as the
default.)
Ports used by CCMS TFABRIDGE_Service
Ports used by CCMS TFA_Service
Ports used by CCMS MLSM_Service
Ports used by Sybase MONServer_<computername>_MS (This may
not be selected as the default.)
Ports used by CCMS MAS LinkHandler Port #2
Ports used by CCMS MAS Backup and Restore
Ports used by CCMS MAS Configuration
Ports used by CCMS MAS Fault Manager
Ports used by CCMS NBNM_Service
Ports used by CCMS MAS OM Server
Ports used by CCMS MAS Event Scheduler
Ports used by CCMS MAS Service Daemon (This may not be selected
as the default)
Ports used by CCMS MAS Service Manager (This may not be selected
as the default.)
Ports used by CCMS MAS Security
Ports used by CCMS MAS Time Service (This may not be selected as
the default.)
Ports used by CCMS NBTSM_Service (This may not be selected as the
default.)
Ports used by CCMS DBNotifier_Service
Ports used by CCMS SDP_Service
Ports used by CCMS EB_Service
Ports used by CCMS ES_Service
Ports used by CCMS Host Application Integration
Ports used by CCMS HDC_Service
Ports used by CCMS HDM_Service

Ports used by CCMS IS_service

Ports used by CCMS NDLOAM_Service (This may not be selected as
the default.)
Ports used by CCMS OAM_Service
Ports used by CCMS RDC_Service
Ports used by CC Replication Service (This may not be selected as the
default if Replication service is not configured and enabled prior to
running SCW.)
Ports used by CCMS RSM_Service
Ports used by CCMS SDMCA_Service
Ports used by CCMS TFE_Service
Ports used by CCMS TFE Bridge Connector
Ports used by CCMS NITSM_Service
Ports used by pcAnywhere Host Service
Ports used by TAO NT Naming Service
Ports used by CC License Manager
Ports used by SybProtect
Ports used by System RPC application
Ports used by VSM_Service
Ports used by Sybase XPServer_<computername>_XP

22 Click Next.
Result: The Confirm Port Configuration window appears.

23 Click Next.
Result: The Registry Settings window appears.
24 On the Registry Settings window, ensure that the check box next to Skip
this section is cleared.

25 Click Next.
Result: The Require SMB Security Signature window appears.

26 Click Next.
Result: The Outbound Authentication Methods windows appears.

27 Click Next.
Result: The Inbound Authentication Methods window appears.

28 Click Next.
Result: The Registry Settings Summary window appears.

29 Click Next.
Result: The Audit Policy window appears.
30 On the Audit Policy window, ensure that the check box next to Skip this
section is cleared.

31 Click Next.
Result: The System Audit Policy window appears.

32 Click Next.
Result: The Audit Policy Summary window appears.

33 Click Next.
Result: The Save Security Policy window appears.

34 Click Next.
Result: The Security Policy File name window appears.
35 In the Security policy file name field, append a file name to the default
policy directory (for example, CCMS 6.0 SCW Policy).
36 Type a short description in the Description box.
37 Click Next.
Result: The Security Configuration Wizard Warning window appears
warning that you must reboot the server after applying the policy.

38 Click OK.
Result: The Apply Security Policy window appears.
39 Select Apply now.

40 Click Next.
Result: Security Configuration Wizard applies the security policy.

41 When the progress bar shows Application complete, click Next.

Result: The Completing the Security Configuration Wizard window
appears.
42 Click Finish.
43 Restart your server to activate the new security policy.
Additional Windows Firewall manual exceptions

Security Configuration Wizard configures Windows Firewall by scanning all
currently running services and acquired ports. Some Contact Center Manager
utilities (for example, TraceControl utility) do not run at all times and therefore,
may not be added to the Windows Firewall when you run Security Configuration
Wizard. Nortel recommends that you manually add the program to the Windows
Firewall exception list if you are prompted when you launch the program.

Activate the Nortel Contact Center Security

Template
Nortel Contact Center 6.0 is provides a set of predefined Windows Server 2003
Security Templates that you can deploy quickly to secure the Nortel Contact
Center 6.0 suite of servers.
You can activate the Nortel Contact Center security template locally or as a
group policy in an Active Directory in which the Standby Server is located. You
can deploy the Security Template either before or after you install the server
software.
If you activate the Nortel Contact Center Security Template locally (on the
server on which you installed Standby Server), you must select the applicable
Security Template for the Nortel Contact Center application server and
download the selected template from the Meridian PEP Library Web site (http://
www.nortel.com/espl) to the local disk drive. When the file is downloaded, you
can import and configure the Security Template using the Microsoft Security
Configuration and Analysis utility.
For more information on activating and deactivating the template, see the Nortel
Contact Center 6.0 Security Templates User Guide located on the Partner
Information Web site.
Activating the Nortel Contact Center Security Template

2 On the Start menu, click Run.

3 Type mmc, and then click OK.

Result: The Console1 window appears.
4 From the File menu, choose Add/Remove Snapin.

Result: The Add/Remove Snap-in window appears.
5 Click Add.
6 The following window appears.

7 Select Security Configuration and Analysis, and then click Add.

Result: Security Configuration and Analysis appears in the Add/Remove
Snap-in window.
8 Click OK.
9 On the Console window, right-click Security Configuration and Analysis.

10 Click Open Database.

11 In the File Name box, enter a new database name. For example CCMS 6.0
Security Template.
12 Click Open.
Result: The Import Template window appears.
13 Select CCMS Security Template.inf, and then click Open.

14 On the Console window, right-click Security Configuration and Analysis.

15 Click Analyze Computer Now.

Result: The Perform Analysis window appears.
Note: The default location for the Security Template log is C:\Documents
and Setttings\Administrator\My Documents\Security\Logs\. If you want to
change the location in which the Security Template log is stored, do so now.
16 Click OK.
17 Right-click Security Configuration and Analysis, and then choose
Configure Computer Now...
Result: The Configure System window appears.
Note: The default location for the configuration log file is C:\Documents and
Setttings\Administrator\My Documents\Security\Logs\. If you want to
change the location in which the Security Template log is stored, do so now
18 Click OK.
19 Restart the server to activate the new security policy and configuration.

Applying the Security Template in a network domain

You can apply the Nortel Contact Center Security Templates in a network
domain environment by importing the template into a group policy object of an
organizational unit (OU) where the Contact Center 6.0 server is a member.
1 Open Group Policy Management Console (GPMC).
2 In the console tree, expand the domain or OU where you want to import the
Security Template.
3 Right-click the Group Policy object that you want to edit, and then click Edit.
4 On the Group Policy Object Editor console tree, click Computer
Configuration.
5 Click Windows Settings, and then right-click Security Settings.
6 Click Import Policy.
7 Select the Contact Center 6.0 Security Template that you want to import,
and then click Open.

Appendix F
Work with alarms and events
In this chapter
Overview 1026
Change the Windows EventLog size 1028
Use the Windows Event Viewer 1030
Configure SNMP on the server 1031

Work with alarms and events Standard 10.12
Overview
You can use two tools to view events that occur on your Standby Server:
the Event Browser on the client (supplied with Standby Server)
the Event Viewer on the server (supplied with the Windows operating
system)
This chapter provides guidelines for viewing events with the Windows Event
Viewer on the server, and describes recommended sizes for the event logs. It also
explains how to configure the Windows Simple Network Management Protocol
(SNMP) on the server.
For details about viewing events through the Event Browser on the client, refer
to the Contact Center Manager Administrator’s Guide.
Events
Events are log entries that record activities on Standby Server, such as
sending or receiving messages
opening or closing applications
errors
Some events are for information purposes only, while others can indicate
problems. Events are categorized by severity.
Event severity
Events are assigned a default severity of Information, Minor, Major, or Critical.
The Alarm Monitor does not report Information-level events.
Information
These events indicate that something noteworthy has happened on the system,
but do not mean that there is a problem. For example, an information-level event
can indicate that a service has started or stopped. These events appear in the
Event Browser but not in the Alarm Monitor.
1026 Standby Server

January 2008 Work with alarms and events
Minor
These events indicate that a non-service-affecting fault condition exists and that
you must take corrective action to prevent a more serious fault. For example, a
minor event is generated when the file system is 90 percent full.
Major
These events indicate that a service-affecting condition has developed and an
urgent corrective action is required. The event condition can cause severe
degradation in server performance, and you must restore full capacity. For
example, a major event is generated when the file system is 100 percent full.
Critical
These events indicate that a service-affecting condition has occurred and an
immediate corrective action is required. Critical events are reported when a
component is completely out of service and you must take immediate action to
restore it. For example, a critical event is generated when the file system crashes.
Simple Network Management Protocol

Standby Server also supports Simple Network Management Protocol (SNMP)
traps. You can use SNMP to send events to a Network Management System
(NMS) on your network.

Change the Windows EventLog size
The Windows EventLog resides on the server and stores a record of all events
that occur on the server. When you install Standby Server, the installation
program sets certain default sizes for the various Windows log files. If you
change the size settings, the results affect the entire server.
CAUTION
Risk of data loss

.
Only qualified technicians should make changes to these

settings.
Event wraparound
The EventLog size is fixed. It does not increase in size as new events are added
to the log. When the log is full and a new event is generated, the server removes
the oldest event report in the log and replaces that report with the newest one.
Change the size of the log files

If you reduce the size of the event logs, the server can store fewer events. If you
increase the size of the event logs, you reduce the amount of available disk space
on the server, which may slow response times for retrieving events from the
Event Browser.
Default event log size

During a Contact Center Manager Server installation, the log settings are set to
the values in the following table.
Log name Size Event log wrapping
Application Log 8192 KB Overwrite events as needed.

System Log 512 KB Overwrite events as needed.
1028 Standby Server

Log name Size Event log wrapping
Security Log 512 KB Overwrite events as needed.
Make changes to the default Application Log size

Application events, such as Standby Server events, are stored in the Application
Log. You can adjust the size of the Application Log to suit the size of your
contact center. When you change the Application Log size, you also change the
number of Standby Server events that are stored.
Nortel recommends the following size settings for the Application Log:
For a small contact center, set the log size to 512 KB.
For a medium-sized contact center, set the log size to 6015 KB or greater,
depending on the number of days you want to keep the events.
For a large contact center, set the value at 10 048 KB or greater, depending
on the number of days you want to keep events.
Do not change the event log wrapping settings.
For information about how to adjust the size of Windows event logs, refer to the
documentation supplied with the Windows operating system.

Use the Windows Event Viewer
Most information provided by the Windows Event Viewer on the server is also
accessible through the Event Browser on the server. The following type of
information is not available on the client:
database events (from the Application Log)
MAS debug events (from the Application Log)
When to use
Use the Windows Event Viewer on the server to view information that you
cannot view through the Event Browser on the client. For more information
about the Event Viewer, refer to the documentation supplied with the Windows
operating system.
1030 Standby Server

Configure SNMP on the server
Windows provides a Simple Network Management Protocol (SNMP) agent,

which runs as a service on Standby Server. You can use this service to forward
events to a Network Management System (NMS) on your network. To do so,
you must do the following tasks:
Configure the Windows SNMP service on the server (refer to “Configuring
the Windows SNMP service to forward traps to an NMS” on page 1031).
Configure the NMS (refer to “Configure the NMS” on page 1033).
Override event filtering for individual events

When you configure the server, you choose the types of events to be forwarded
to the NMS. For example, you may choose to forward only Unknown and
Critical events. However, you may also be interested in tracking a Minor event,
such as 41553. If you configure the server to forward all Minor events, a
significant amount of traffic is generated on your Nortel server subnet. To avoid
this, but still track event 41553, you can use the Event Preferences feature. This
feature allows you to temporarily assign event 41553 a priority of Critical. After
you do so, the event is automatically forwarded to the NMS.
For detailed instructions, refer to the Contact Center Manager Administrator’s

Guide.
Configuring the Windows SNMP service to forward traps to an NMS

Services.
3 From the list of Services, select the SNMP Service.
4 Click Action > Properties.
Result: The SNMP Service Properties window appears.

5 Click the Traps tab.
6 If no community name is defined, in the Community name box, type

public.
7 Click Add to list.
8 Click Add to add the IP address of the NMS to which the server sends
traps.
Result: The SNMP Service Configuration window appears.
9 Type the IP address of the NMS.

10 Click Add.
Result: The SNMP Service Configuration window closes.
11 In the SNMP Service Properties window, click OK.
Result: The SNMP Service Properties window closes.
1032 Standby Server

12 In the Services window, right-click the SNMP Trap Service.

13 From the pop-up menu, click Start.
Result: The SNMP Trap Service starts.
14 Close the Services window.
Configure the NMS

After you configure the server, you must configure the NMS to receive and
interpret traps (including identification to the NMS, and the origin and format of
the Standby Server traps). To do so, you must load or compile the Management
Information Block (MIB) files in the NMS.
The following MIB files describe the format of the traps generated by the server:
nt-ref.mib (MIB-II)
nbflt.mib (NGen MIB)
You can use these files on the NMS system. They are SNMP v1 MIB files.
The files are available in the following locations:

on the Server Application DVD, in the data folder (E:\CCMS\data)
on the Standby Server, in the path D:\nortel\data
For more information about configuring your NMS, refer to your NMS
documentation.
Format of the NGen MIB

Contact Center Manager Server supports the Windows standard MIB-II. In
addition, it provides its own MIB, the NGen MIB.
Converting Windows Events to SNMP traps

Note: Nortel only supports evntwin to trap database replication events.
1 Log on to Standby Server as Administrator.
2 From the Start menu, choose Run.

3 Type evntwin.exe, and then click OK.

4 The Event To Trap Translator window appears.
5 Select the Custom.
6 Click Edit.
7 In the Event sources pane, expand Application.
8 Select the Database Replication event source. The Database Replication
Windows events are listed in the Events pane.
9 Select one or more events from the list.
10 Click Add.
11 Modify the event count threshold as required. Click OK.
12 The events you selected appear in the Events to be translated to traps
pane.
13 Exit the Event To Trap Translator.
1034 Standby Server

Appendix G
Use server features
In this chapter
Overview 1036
Database Expansion utility 1037

Use server features Standard 10.12
Overview
Contact Center Manager Server utilities are automatically installed when you
install Contact Center Manager Server. Use these utilities to perform system
operations not available on the Contact Center Manager Server client.
You can access the server utilities from the Windows Start menu by choosing All
Programs > Nortel Contact Center > Manager Server.
Utility name and function overview

The following table lists the utility names and functions.
Utility name Function
Database Expansion utility Expand the size of your Contact Center Manager Server
database.
1036 Standby Server

January 2008 Use server features
Database Expansion utility
Use the Database Expansion utility to expand the size of your Contact Center
Manager Server database by:
expanding it into a new partition
expanding it into additional space on an enlarged partition following an
upgrade or platform migration
You can also use the Database Expansion utility to reserve new partitions for
non-database use.
Before you begin

Ensure that you create a Platform Recovery Disk and back up the database.
If there is a hardware problem with an added partition or a segmentation

problem in the database, a database expansion will fail, and you will not be able
to recover your system without a Platform Recovery Disk and a database
backup.
For more information about creating a Platform Recovery Disk and a database
backup, see Appendix C, “Back up data.”
Expand the database in Contact Center Manager Standby Server

If you expand the database to make use of a larger partition in Contact Center
Manager Standby Server, you must perform the database expansion on the
Active Server then rebuild the warm standby.
1 On the Replication Server, remove the warm standby configuration using
the following steps:
a. On the Start menu, click Program > Nortel Contact Center >
Result: The Replication Server Management dialog box appears.

b. Select the servers that are being replicated, and then click Remove.
Result: The Confirm Remove dialog box appears.
Note: If you get an error, Failed to start the Active CCMM Server
Monitor, during the process to remove the warm standby configuration,
restart the CC Rep Service on the Replication Server.
c. Click Yes.
Result: The replication between the Active Server and the Standby
Server is stopped. The Warm Standby configuration is removed. The
contact center data is intact on both servers.
d. Click Done.
2 On the Active Server, click Start > All Programs > Nortel Contact Center
> Manager Server > Database Expansion Utility.
Result: The Database expansion utility window appears.
In this example, the Database expansion utility has detected that partition G
is usable for expansion and has assumed that you want to use it. The
system assigns the value ADD in the Usage field to the partition G. (It
shows the existing database partition, F, as IN-USE.)
Note: If you have added a partition into which you do not want your
database to expand (for example, if you want to reserve a partition for trace
files or third-party full backup images), you must tell the Database
expansion utility not to use this partition. To do this, click the check box
beside Custom select drives for the database expansion, select the
partition letter you want to change from the list, and click “Do Not Create
Database.” This marks the drive letter as unavailable, and the Usage field
changes to “---”.
1038 Standby Server

3 To expand the database to partition G, click Apply Changes.

Result: A series of windows appear stating that services are shutting
down.
When the expansion is complete, the following window appears.
4 Click OK.
Result: The Database Expansion utility closes.

5 Remove the Contact Center Manager Server software from the Standby
server using the steps in Appendix H, “Uninstallation.”
6 Migrate the Active Server database to the Standby Server using the steps
in Step 16. “Migrate the Active CCMS to the Standby Server” on page 334.
7 Set up the warm standby configuration on the Replication Server using the
steps in Step 32. “Set up the Warm Standby configuration on the
Usage column entry meanings

Each line in the Usage column displays one of the following entries.
Usage entry Meaning
IN-USE The drive is currently in use for the database.
EXPAND The drive is currently in use, but you have indicated that you
want to expand the database to take advantage of more disk
space.
This entry is only necessary when performing an upgrade or a
platform migration, and one or more database partitions on the
new server is larger than the original database partition.
During an upgrade or a platform migration, database
expansion is not automatic. If you want to expand the database
to take advantage of extra space, do it manually using this
utility.
1040 Standby Server

Usage entry Meaning
ADD The drive is currently not in use, but you want to use it. When
you add a new partition to the server, the system automatically
assigns it the value ADD.
--- The drive is currently not in use because you have reserved it
for something other than database use. This drive is not
selected for database expansion, but you can select it if it:
has at least 2.1 GB of free space
is formatted as NTFS

1042 Standby Server

Appendix H
Uninstallation
In this chapter
Uninstall the database and Contact Center Manager Server 1044
Reinstall the database software 1057
Uninstall License Manger 1058
Uninstall Server Utility 1062

Uninstallation Standard 10.12
Uninstall the database and Contact Center

Manager Server
You can uninstall the Contact Center Manager Server and database if you want
to use your server for another purpose or if you need to reinstall the Contact
Center Manager Server as part of a recovery procedure.
The Contact Center Manager Server installation consists of the following:

Contact Center Manager Server software
Service Updates (SU) and Service Update Supplements (SUS)
Contact Center Manager Server database file-system
Sybase software
Options and procedures for uninstalling the database and Contact

Center Manager Server
Use the following table to determine the types of uninstallation procedures that
are available, what they do, and which procedures in this section you must
follow to accomplish your goals.
For information about how uninstallation procedures relate to various recovery

scenarios, see “Overview” on page 954.
Type of
uninstallation What it does Procedures to follow
Uninstall SU and Remove patches or Service Complete the procedure “Removing

SUSs Updates patches (SU and SUSs) installed on
the server” on page 1046

Type of
uninstallation What it does Procedures to follow
Complete Removes all Contact Complete the following procedures in

uninstallation Center Manager Server, this order:
Sybase, and database files 1. Uninstall any SU and SUSs.
and folders Follow the procedure in “Removing
patches (SU and SUSs) installed on
the server,” on page 1046.
2. Uninstall the server software.
Follow the procedure in “Perform a
complete uninstallation” on page
1048.
Database removal Removes all database Complete the procedure “Remove

(excluding Sybase) folders and files on all the Contact Center Manager Server
installed database drives database,” on page 1050.
Does not remove
Sybase ASE 12.5
software
Contact Center
Manager Server
software files, folders,
registries, services, and
shortcuts
Sybase removal Removes Sybase files and Complete the procedure “Uninstall
folders the Sybase ASE 12.5” on page 1054.

Removing patches (SU and SUSs) installed on the server

This procedure removes a Service Update (SU) and Service Update
Supplements (SUS) from Contact Center Manager Server.
Result: The Contact Center Manager Server Shutdown utility window
appears.
3 Click OK.
Result: The utility shuts down all of the Standby Server services. The
Service Status Log window appears. This log displays any services that
failed to shut down. Click Recheck to refresh the status of the services.


January 2008 Uninstallation
b. Select any service with a status of Started.

c. Right-button click and select Stop from the menu.
Result: Status column is blank for this service.
d. Repeat until all services are stopped.
Result: Status column is blank for all services.
If you cannot shut down the Standby Server services, you can use
serman man to set the services to Manual so that when you restart the
server the Standby Server services do not restart.
From the Start menu, choose Run.
Type D:\nortel\iccm\bin\serman man, and then click OK.
Standby Server services are set to Manual. When the server is
restarted, the Standby Server services will not start automatically.
If you type D:\nortel\iccm\bin\serman auto, and then click OK, you
can change the services back to Automatic.
4 After all services on the Contact Center Manager Server are shut down,
click Accept on the Server Status Log to exit the utility.

Perform a complete uninstallation

This procedure removes the Contact Center Manager Server files, folders,
registries, services, database files, and Sybase files and folders.
Performing a complete uninstallation

Do not log on as NGenSys. When you uninstall the software, you remove the
NGenSys account, and you may encounter problems.
2 Uninstall any patches that are installed on the server.
For instructions, see “Removing patches (SU and SUSs) installed on the
server” on page 1046. If you plan to reinstall your server, take note of the
patches you uninstall so you can reinstall them later.
3 From the Start menu, choose Control Panel > Add Remove Programs.

5 Click Remove.

6 Click Yes.
Result: The Contact Center Manager Server window appears, displaying
the progress of the uninstallation.
When the uninstall is complete, the Add or Remove Programs window
reappears. This may take a few seconds.
7 Verify that Contact Center Manager Server does not appear in this window.
9 Check drive D to ensure that the D:\Nortel and D:\Sybase directories were
removed. If they were not removed, delete the directories and their
contents.
Note: You do not have to remove the D:\Sybase_old directory. However, if
you choose to remove this directory, you must stop the SNMP service first
before deleting the directory.

Remove the Contact Center Manager Server database

This procedure removes all database folders and files on all installed database
drives. It does not remove Sybase ASE 12.5.
Removing the Contact Center Manager Server database

1 Log on to the server as NGenSys or Administrator.
2 Shut down all services on the server.
3 Close all windows and exit all applications.

6 Click Change.
appears.
7 Click Next.
Result: A window appears showing the three Contact Center Manager
Server components.

8 Select Database File-system, and then from the list select This feature will
not be available.
9 Click Next.
Result: The program maintenance program searches for the original
installation media.
If the installation media is found, then program maintenance continues
at the next step.
If the installation media is not found, then a browse window is displayed:
a. Browse and select the installation media.

b. Select OK.

10 If the installation DVD is located, then uninstallation continues.

Result: A window appears showing that the system is ready to modify the
program.
11 Click Begin.
Result: A progress indicator appears.
12 When the uninstallation is complete, click Close to exit the Add or Remove
Programs window, and restart the server computer.
Note: Do not bypass this restart or you may encounter problems with the
remaining steps in this procedure.
13 After the server reboots, log on to the server as Administrator.
14 Perform the following tasks to ensure all the database folders and files on
the database partitions are removed:
a. Open Windows Explorer, and navigate to the F partition (first database
partition).
b. Delete all files or folders in the database partitions.
c. If you have additional database partitions (G, H, I, and so on), repeat
steps a and b for each partition.
15 Close Windows Explorer.
Result: The database is removed.

Uninstall the Sybase ASE 12.5

This procedure removes the Sybase ASE 12.5 software.
Uninstalling the Sybase ASE 12.5

2 Shut down all services on the server.
3 Close all windows and exit all applications.

6 Click Change.
appears.
7 Click Next.
Result: A window appears showing the three Contact Center Manager
Server components.

8 Select the Sybase Software component, and then select This feature will
not be available.
9 Click Next.
Result: A window appears showing that the system is ready to modify the
program.
10 Click Begin.
Result: A progress indicator appears.
11 When the uninstallation is complete, click Close to exit the Add or Remove
Programs window, and restart the server computer.
Note: Do not bypass this restart or you may encounter problems with the
remaining steps in this procedure.
13 Check to ensure that the D:\Sybase directory was removed. If not, delete
the directory and its contents.
14 Close Windows Explorer.
Result: Sybase is now uninstalled.

Reinstall the database software
You can reinstall the server software only on a server that was installed properly.
For example, if you have a working server that suddenly has problems in the
database software, you can try to uninstall and then reinstall the database
software.
ATTENTION
If License Manager does not start after reinstall, uninstall and
reinstall License Manager. Refer to “Licensing” on page 51
for more information.
You cannot downgrade features (that is, remove features or reduce the number of
purchased agents) with this procedure.
For more information about reinstalling the database software, see the following
section in Chapter , “Restore data.” and “Restore the database” on page 958

Uninstall License Manger
Use this procedure to uninstall the License Manager. The procedure consists of
Remove each SUS from last to first in Patch Manager
Remove SU in Patch Manager
Remove License Manager in Add or Remove Programs
ATTENTION
If License Manager is removed, all Contact Center servers
enter the license grace period. A new License Manager will be
required for servers to continue to operate after grace period
ends. Contact Nortel Technical Support for further assistance.
For information on reinstalling License Manager, see “Install License Manager”

on page 66.

1 Log on to the Contact Center Manager Server as Administrator.
appears.

3 Click OK.




are shut down, click Accept on the Server Status Log to exit the utility and
close the Server Status window.
5 Log onto the server where License Manager is installed as Administrator.
6 Proceed to “Remove SU in Patch Manager” on page 1060.

License Manager > Patch Viewer.
2 View the Read Me file for each SU and SUS.

instructions.


Attention: Uninstall SU and SUS in last to first order.
Result: When uninstallation is completed, the Patch Manager - Server 6.0
window appears.
8 Repeat steps 6 and 7 until all SU and SUS are removed.
9 Click Exit to close the Patch Manager - Server 6.0 window:
Note: You must restart the system to ensure that all the changes take
effect. However, if you plan to perform a complete uninstallation, you do not
have to restart the system.
10 Proceed to “Remove License Manager in Add or Remove Programs” on
page 1061.
Remove License Manager in Add or Remove Programs

1 From the Start menu, choose Control Panel > Add or Remove Programs.
2 Select License Manager.
3 Click Remove.
4 Click Yes.
Result: The License Manager window appears, displaying the progress of
the uninstallation.
5 Verify that License Manager does not appear in this window.

Uninstall Server Utility
Use this procedure to uninstall the Server Utility. The procedure consists of
Remove Server Utility in Add or Remove Programs
For information on reinstalling Server Utility, see Step 8. “Install the Server

appears.

3 Click OK.




are shut down, click Accept on the Server Status Log to exit the utility and
close the Server Status window.
5 Log onto the server where License Manager is installed as Administrator.
6 Proceed to “Remove SU in Patch Manager” on page 1060.

Server Utility > Patch Manager.
2 View the Read Me file for each SU and SUS.

instructions.


Attention: Uninstall SU and SUS in last to first order.
Result: When uninstallation is completed, the Patch Manager - Server 6.0
window appears.
8 Repeat steps 6 and 7 until all SU and SUS are removed.
9 Click Exit to close the Patch Manager - Server 6.0 window:
Note: You must restart the system to ensure that all the changes take
effect. However, if you plan to perform a complete uninstallation, you do not
have to restart the system.
10 Proceed to “Remove Server Utility in Add or Remove Programs” on page
1065.
Remove Server Utility in Add or Remove Programs

1 From the Start menu, choose Control Panel > Add or Remove Programs.
2 Select Server Utility.
3 Click Remove.
4 Click Yes.
Result: The Server Utility window appears, displaying the progress of the
uninstallation.
5 Verify that Server Utility does not appear in this window.


Appendix I
Reserved Standby Server names
In this chapter
Reserved words 1068

Reserved Standby Server names Standard 10.12
Reserved words
The following table provides a list of Replication Server reserved words
abort action activate active

add admin _af after
all allow alter always_rep
always_replicate and ap article
articles _apd append applied
_ar as assign at
before begin _bf bg
changed _ch check ci

class _cm columns commit
configure connect connection connections
debug define definition deliver
description disconnect distribute distribution
distributor _dr drop drop_repdef
_ds dsi_suspended dump enable

error exec execute _fi
first for from function
get grant _ha hastext
holdlock ignore in incrementally
internal_use_only into installjava _instj
_isbinary _isb _jar key
1068 Standby Server

January 2008 Reserved Standby Server names
language large last load
log logical loss maintenance

map marker materialization message
_mbf min_before minimal min_row
move _mr name named
_ne never_rep new next
no no_password none not
notrep nowait npw _nr
_nu null nullable of
off on only open_xact
or output overwrite owner
parameters parent partition passthru

password primary public publication
purge queue queues _rc
rebuild reconfigure recover recovery

reject remove repfunc replay
rep_if_changed replicate replicate_if_changed replication
resume retry revoke _rf
_rl rollback route row
rpc rsrpc scan search
segment select send sendallxacts

seq server set shutdown
site size skip source

Reserved Standby Server names Standard 10.12
sqlddl standby starting string
subscribe subscription suspend suspension

switch sysadmin sys_sp system
table tables textcol textlen
_tl _tn to _tp

tpinit tpnull _tr trace
tran transaction transfer truncate
truncation twosave update use
user username using validate

verify vers wait warmstdb
_wh where with without
writetext _yd yielding zerolen

_zl
All keywords and identifiers beginning with rs_ are also reserved.
1070 Standby Server

Appendix J
Change the names or IP addresses of

servers
In this appendix
Overview 1072
Change the Contact Center Manager Server name 1073
Change the Contact Center Manager Server IP address 1087
Change the Contact Center Manager Standby Server name 1104
Change the Contact Center Manager Standby server IP address 1124
Change the co-resident server name 1148
Change the co-resident server IP address 1171
Change the Contact Center Manager Administration server name 1182
Change the Contact Center Manager Administration server IP address 1199
Change the Communication Control Toolkit server name 1206
Change the Communication Control Toolkit IP address 1216
Change the Contact Center Multimedia server name 1220
Change the Contact Center Multimedia IP address 1232
Change the Contact Center Multimedia Standby server name 1239

Change the names or IP addresses of servers Standard 10.12
Overview
Contact Center 6.0 includes many server software applications that control the
routing, handling, and reporting of contacts. This chapter describes the
procedures required to change the computer name or IP address on each server
in the Contact Center 6.0 suite.
If you change the name or IP address of one server software application, you
must update the other server applications in your contact center with the new
information.
ATTENTION
If your servers are all on a network, you can use a Domain
Name Service (DNS) server to resolve name and IP address
translations for your servers. If you do not use a DNS in your
network, you must manually update the HOSTS file on every
server in your network. This chapter provides the instructions
for both a DNS and a non-DNS network. Ensure you follow
the instructions appropriate for your network configuration.
Your contact center can include the following set of server software applications,
depending on your licensed features:
Contact Center License Manager server
Contact Center Manager Standby Server (and Replication Server)
Contact Center Manager Administration server
Communication Control Toolkit server
Contact Center Multimedia server
Contact Center Multimedia Standby server
You can install one or more server software applications on the same server.
1072 Standby Server

January 2008 Change the names or IP addresses of servers
Change the Contact Center Manager Server

name
You can change the Contact Center Manager Server name if the new server
name meets the following requirements:
The name cannot be the same as any other computer or domain name in the
network.
The name must contain 6 to 15 characters (A through Z, 0 through 9).
The first character of the name must be alphabetical.
No other characters are allowed. For example, the name cannot include any
underscores (_).
Hyphens (-) are not permitted in the Contact Center Manager Server name.
After you change the Contact Center Manager Server name, you must update the
other servers in the Contact Center suite to ensure the servers work together.
If Contact Center Manager Server and Contact Center Manager Administration

are installed on the same server, see “Change the co-resident server name” on
page 1148.
Complete the following tasks described in this section:

1. Change the Contact Center Manager Server name within the operating
system of Contact Center Manager Server.
2. If you have a Domain Name Service (DNS) server in your network, update
the DNS with the new server name of the Standby Server.
3. On the Contact Center Manager Administration server, update the server
HOSTS file, if required, and configure the new Contact Center Manager
Server name properties.
4. Synchronize the name on the operating system with the Contact Center
Manager Server name.
5. On the Communication Control Toolkit server, update the HOSTS file, if
required, and configure the Content Management Framework for the new
Contact Center Manager Server name.

6. On the Contact Center Multimedia server, update the HOSTS file, if

required. Also update the server settings with the new Contact Center
Manager Server name, and License Manager server, if required.
Changing the Contact Center Manager Server name on the operating

system
1 On the Contact Center Manager Server, select Start > Control Panel >
System.
3 Click Change.
4 Enter the new server name.
5 Click OK.
6 Click Yes.
Result: The server restarts.
Updating the Domain Name Service server

If you configure a Domain Name Service (DNS) server for name resolution in
your network, you must contact your local network prime to update the DNS
with the new computer name.
To verify that the new IP address is up to date on the DNS, use the ping <server
name> DOS command with the new server name to confirm that the system
responds with the corresponding IP address.
1074 Standby Server

Synchronizing the operating system name with the Contact Center

Manager Server name
Result: The Contact Center Manager Server Computer Name
Synchronization Utility dialog box appears.
3 Click OK.
Result: The utility compares the server name with the database server
name. If the names match, continue with step 5. If the names do not match,
the following message appears.

4 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the server name with the database server name.
When the process is complete, the following message appears.
5 Click OK.
6 Click OK.
Updating the Contact Center Manager Administration server

On the Contact Center Manager Administration server, after you change the
Contact Center Manager Server name, you must update the HOSTS file if you
do not have a DNS server. You must also configure the new server name in
1076 Standby Server

Updating the HOSTS file

If you do not have a DNS server, you must manually update the HOSTS file on
the Contact Center Manager Administration server with the new computer
name. If you do have a DNS server, continue with “Changing the server name in
the Administration tool” on page 1078.
ATTENTION
Incorrectly modifying a host table can cause extensive
network problems. Before you modify host tables, review
the information about hosts in the supporting
documentation for Microsoft Windows Server 2003.
1 On the Contact Center Manager Administration server, browse to the

HOSTS file provided with the Windows Server 2003 installation in the
following directory: <x>:\Windows\system32\drivers\etc
2 Right-click the HOSTS file and open the file with a text editor (for example,
Notepad) to modify the host tables.
Result: The HOSTS file appears in the text editor. The HOSTS file consists
of a list of IP addresses followed by a server name. The HOSTS file in the
following figure is a sample and does not indicate exactly how the HOSTS
file is configured.
3 Update the file to reflect the new server name of the Contact Center
Manager Server.

If you do not see a server name for the Contact Center Manager Server
listed in the HOSTS file, a DNS server is configured in your network for
name resolution. You do not need to update the HOSTS file.
4 Click File > Save to save your changes.
Save the file without an extension so that your system recognizes the
changes.
Result: The system automatically reads the new settings.
Changing the server name in the Administration tool

You must update the Configuration component in Contact Center Manager
Administration with the new Contact Center Manager Server name.
1 Log on to the Contact Center Manager Administration server as the
webadmin user.
2 Launch the Configuration component.
3 In the left pane, right-click the Contact Center Manager Server name that
you are changing.
4 Click Edit Properties.
Result: The server name, IP address, logon ID, and password boxes are
enabled.
5 Enter the new details and click Submit.

On the Communication Control Toolkit server, after you change the Contact
Center Manager Server name, you must update the HOSTS file if you do not
have a DNS server. You must also configure the Contact Management
Framework with the new server name.
1078 Standby Server


Communication Control Toolkit server with the new computer name. If you do
have a DNS server, proceed with “Configuring the Contact Management
Framework settings” on page 1079.
ATTENTION
1 On the Communication Control Toolkit server, browse to the HOSTS file

provided with the Windows Server 2003 installation in the following
directory: <x>:\Windows\system32\drivers\etc
Result: The HOSTS file appears in the text editor.
Manager Server.
changes.
Configuring the Contact Management Framework settings

Update the Contact Management Framework component in Communication
Control Toolkit with the new Contact Center Manager Server name.
1 Log on to the Communication Control Toolkit server.
2 Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel >
Communication Control Toolkit > NCCT 6.0 Console.

3 Expand NCCT Admin.
4 Double-click CCT Server in the right pane of the NCCT 6.0 Console.
Result: The CCT Server Properties dialog box appears.
1080 Standby Server

5 Click the CMF Configuration tab.

Result: The CMF Configuration page appears.
6 In the CCMS Server Name box, type the new name of the Contact Center
Manager Server.
7 Click Apply to save the Contact Management Framework settings.
9 Restart the services on the Communication Control Toolkit server by
performing the following steps:
a. Log on to the Communication Control Toolkit server as Administrator.
b. On the NCCT 6.0 Console, expand NCCT Maintenance.
c. In the left pane, click Services.

d. In the right pane of the NCCT 6.0 Console, double-click Services.

Result: The Services dialog box appears.
e. Click to stop the services.

f. Click to restart the services.
g. The services are restarted.

On the Contact Center Multimedia server, after you change the Contact Center
Manager Server name, you must update the HOSTS file if you do not have a
DNS server and then configure the server settings in the Multimedia
Administrator application.
1082 Standby Server


the Contact Center Multimedia server with the new Contact Center Manager
Server name. If you do have a DNS server, proceed with “Configuring the server
settings” on page 1083.
ATTENTION
1 On the Contact Center Multimedia server, browse to the HOSTS file

Manager Server.
changes.
Configuring the server settings

You must update the server settings in the Contact Center Multimedia
Administrator with the new Contact Center Manager Server name and then
restart the Multimedia services.
1 Log on to the Contact Center Multimedia server.
2 Log on to the Contact Center Multimedia Administrator using an
administration user ID and password.

3 In the Contact Center Multimedia Administrator window, expand Contact

Center Multimedia.
Result: The Server Settings dialog box appears.
6 Click Contact Center Manager Server to select it.

7 Click Edit.
Result: The Server Properties dialog box appears.
8 In the Server Name box, change the name of the Contact Center Manager
Server.
1084 Standby Server

9 Click Save.
server.
10 Click OK.
11 If the License Manager server is installed on the same server as Contact
Center Manager Server, in the Server Settings window, click Contact
Center License Server.
12 Click Edit.
Manager server.
14 If you have a backup Contact Center License Manager server, type the
name in the Backup Server box.
15 Click Save.
server. Click OK to accept.
16 Restart the Multimedia services using the following steps:
a. On the Start menu, click All Programs > Nortel Contact Center >
Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

b. Click Stop All.

c. Click Start All.
d. Click Exit to close the CCMM Service Control window.
1086 Standby Server

Change the Contact Center Manager Server IP

address
This section describes how to change the Contact Center Manager Server IP
address of a Nortel server subnet and an ELAN subnet.
If Contact Center Manager Server and Contact Center Manager Administration

is installed on the same server, see “Change the co-resident server IP address” on
page 1171.
Nortel server subnet

If you are changing the IP address of a Nortel server subnet, you must complete
the following tasks:
1. Change the Contact Center Manager Server IP address on the Contact
2. Update the Contact Center Manager Server IP address in the Server
Configuration Utility.
the DNS with the IP address of Contact Center Manager Server and License
Manager.
4. If you are using a Network Control Center, on the Network Control Center,
update the Contact Center Manager Server IP address.
5. On the Contact Center Manager Administration server, update the HOSTS
file, if required, and configure the Contact Center Manager Server IP
address.
required, the license information, the TAPI settings and restart the services.
required.

ELAN subnet
If you are changing the IP address of an ELAN subnet card, you must change the
ELAN subnet IP address on the Contact Center Manager Server. See “Changing
the ELAN subnet IP address on the Contact Center Manager Server” on page
1102.
Changing the Nortel server subnet IP address in the operating system

Complete the following procedure if you change the Nortel server subnet IP
address.
1 Log on to the Contact Center Manager Server.
2 From the Start menu, select Programs > Nortel Contact Center >
Result: A dialog box appears prompting you to shut down services.
3 Click OK.
Result: The services shut down.
4 Click Accept.
6 Right-click Network Connections.
7 Right-click the LAN connection of the Nortel server subnet network
interface card, and then click Properties.
8 Select Internet Protocol (TCP/IP), and then click Properties.
9 Enter the new IP address, and then click OK.
10 In the Properties window, click Close.
1088 Standby Server

Configure the Contact Center Manager Server with the new IP

address
Result: The following dialog box appears. This dialog box remains open for
20 to 30 seconds.
If you have a co-resident License Manager, an Information dialog box

appears.
2 If the Information dialog box appears, click Continue.

Result: The Server Setup Configuration Utility initializes.

3 Click the Local Area Network IP tab.
4 From the IP Address list, select the new Nortel server subnet IP address.
1090 Standby Server

5 If the License Manager server is installed with Contact Center Manager

Server, click the License Manager tab.
6 Verify that the Primary License Manager IP Address is the new Contact
Center Manager Server IP Address.
7 Click OK.
8 Click Yes to start the Server Setup Configuration Utility.
Result: The Server Setup Configuration Utility starts. This takes 10 to 15
minutes to complete. A message box confirms the configuration is
complete.
9 Click OK.
10 Click Yes.


with the new IP address of the Contact Center Manager Server.
ATTENTION
Consult your network administrator to ensure your DNS is
updated with the new IP address of your Standby Server. If
you do not have a DNS server in your network, you must
update the hosts file on the servers as described in the
following steps to reflect this change.
name> DOS command with the server name to confirm that the system responds
with the corresponding IP address.
Updating the Network Control Center server

If you have a network of Contact Center Manager Servers connected to a
Network Control Center server, you must update the IP address for the Contact
Center Manager Server on the Network Control Center server.
1 On the Network Control Center server, from the Start menu, select Run.
2 In the Open box, type nbconfig -admin.
1092 Standby Server

3 Press Enter.
Result: The Nbconfig dialog box appears.
4 Click the Site Table tab.

5 On the Site Table tab, select the site name and click Edit.
Result: The Edit Site dialog box appears.
6 In the CLAN IP Address box, type the new IP address.

7 Click OK.
8 On the Nbconfig dialog box, click Verify.
Result: The Network Control Center server synchronizes with the Contact
Center Manager Server and updates the IP address.

9 On the Nbconfig dialog box, click OK.

10 Verify that the correct IP address appears in the Site Table tab.
11 Click OK to close all windows.

Contact Center Manager Server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the new IP address in Contact

the Contact Center Manager Administration server with the new IP address. If
you do have a DNS server, continue with “Changing the Contact Center
Manager Administration server” on page 1095.
ATTENTION
1094 Standby Server


file is configured.
3 Update the file to reflect the new IP address of the Contact Center Manager
Server.
changes.
Changing the Contact Center Manager Administration server

Update the IP address of the Contact Center Manager Server in Contact Center
Manager Administration.


webadmin user.
2 Open the Configuration component.
3 In the left pane, right-click the name of the updated Contact Center
Manager Server.
5 In the IP Address box, type the new IP address.
6 Click Submit.
7 Click Launchpad > Logout to exit.
Changing the License Manager IP address on Contact Center

If the License Manager server is installed on the same server as Contact Center
Manager Server, use this procedure to modify the primary or secondary License
Manager server IP address.
1 Log on to the Contact Center Manager Administration server.
2 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
1096 Standby Server

3 In the right pane, click the LM Service Configuration icon.

Result: The LM Service – Configuration Setup dialog box appears.
4 In the Primary License Manager Server's IP Address box, type the new
IP address.
5 Click OK to submit the information.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Result: A message box appears, prompting you to restart the License
Manager service.
7 Click Yes to restart the License Manager service.
Result: A message box appears telling you that the License Manager
service has restarted.
8 Click OK.
9 Click File > Exit to close the window.


Center Manager Server IP address, you must update the HOSTS file if you do
not have a DNS server then update the License Manager IP address, configure
TAPI, and restart all Communication Control Toolkit services.

the Communication Control Toolkit server with the new IP address. If you do
have a DNS server, proceed with “Updating the Communication Control Toolkit
license” on page 1099.
ATTENTION

2 Right click the HOSTS file and open the file with a text editor (for example,
of a list of IP addresses followed by a server name.
Server.
changes.
1098 Standby Server

Updating the Communication Control Toolkit license

If the License Manager server is co-resident with the Contact Center Manager
Server, use the following procedure to configure the License Manager IP address
for the Communication Control Toolkit server.
4 In the right pane of the NCCT 6.0 Console, double-click CCT Server.

5 Click the Licensing tab.

Result: The Licensing page appears.
6 Under Primary License Manager Server, in the IP Address box, type the
new IP address.
7 Click File > Exit to close the NCCT 6.0 Console.
If prompted, save the Console settings.
Changing the TAPI SP host address setting

If your Communication Control Toolkit server Telephony Application
Programming Interface (TAPI) points to your Contact Center Manager Server,
change the IP address in the TAPI Meridian 1 configuration.
1100 Standby Server

1 From the Start menu, select All Programs > Nortel > Symposium TAPI
Provider > Configure Database.
Result: The Symposium TAPI SP for Meridian 1 Configuration window
appears.
2 Click the Meridian 1 Host tab.
3 In the Host Address box, type the new Nortel server subnet IP address for
the Contact Center Manager Server.
4 Click OK.
Restart all Communication Control Toolkit services

Restart all services, including Telephony, ACDProxy, and all Communication
Control Toolkit services.
1 From the Start menu, select All Programs > Nortel > Communication
Control Toolkit > NCCT 6.0 Console.
2 Expand NCCT Maintenance.
3 Select Services.
4 In the right pane, double-click Services.
Result: The Services Properties dialog box appears.
5 Click Restart All.
6 Click OK.

Manager Server IP address, you must update the HOSTS file if you do not have
a DNS server.


the Contact Center Multimedia server with the new IP address. If you do have a
DNS server, updating your Contact Center suite is complete.
ATTENTION

Server.
changes.
Changing the ELAN subnet IP address on the Contact Center

Manager Server
Complete the following procedure if you change the ELAN subnet IP address.
1102 Standby Server


3 Click OK.
4 Click Accept.
7 Right-click the LAN connection on the ELAN subnet network interface card,
and then click Properties.
10 On the Properties window, click Close.
11 From the Start menu, select All Programs > Nortel Contact Center >
13 On the IP Address list, select the new ELAN IP address.
14 Click OK.
Result: The Server Setup Configuration Utility launches. This takes 10 to
15 minutes to complete. A dialog box confirms the configuration is
complete.
16 Click OK.
17 Click Yes.

Change the Contact Center Manager Standby

Server name
This section describes how to change the Contact Center Manager Standby
server name. Because the Contact Center Manager Standby Server software uses
three servers, you can change the name on one or more separate servers. For
example, you can do one of the following:
change the Active Server name
change the Standby Server name
change the Replication Server name
change the Active Server, Standby Server, and Replication Server name
If you change the name of any of the Contact Center Manager Standby servers,
you do not have to disable the replication process.
If you change the Active Server name, the Standby Server name, or the
Replication Server name, you must update the Replication Server name on all
servers.
Changing the Active Server name

To change the Active Server name, complete the following procedure.
1 On the Replication Server, remove the warm standby configuration on the
Replication Server using the following steps:
c. Click Yes.
1104 Standby Server

d. Click Done.
2 On the Active Server, change the Active Server name using the following
steps:
a. On the Active Server, select Start > Control Panel > System.
b. Click the Computer Name tab.
c. Click Change.
d. Enter the new server name.
e. Click OK.
f. Click Yes.
3 On the Active Server, update the Active Server name on all of the other
servers using the procedures in “Changing the Contact Center Manager
Server name” on page 1111.
4 Restart the Active Server.
5 Ensure that you can ping the Replication Server.
6 On the Replication Server, recreate the warm standby configuration on the
Replication Server with the new Active Server IP address using the
following steps:
a. Click Start > Programs > Nortel Contact Center > Replication
Server > Replication Server Management.
b. Click Create.
Result: The Warm Standby Servers dialog box appears.
c. In the Primary CCMS box, type the name and Nortel server subnet IP
d. In the Secondary CCMS box, type the name and Nortel server subnet
IP address for the Secondary Server, and click OK.
Result: The Warm Standby configuration takes several minutes. At the
end of the process, the Initialize Standby CCMS Database dialog box
appears.

e. Back up the Active CCMS database and restore it on the Standby

Server. For more information about backing up and restoring the CCMS
database, see the Nortel Contact Center Manager Server Installation
and Maintenance Guide for the Standby Server.
f. Click OK.
Changing the Standby Server name

To change the Standby Server name, complete the following procedure.
c. Click Yes.
d. Click Done.
2 On the Standby Server, change the Standby Server name using the
following steps:
a. On the Standby Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
3 Restart the Standby Server.
1106 Standby Server


following steps:
b. Click Create.
appears.
f. Click OK.
Changing the Replication Server name

To change the Replication Server name, complete the following procedure.
On the Replication Server

1 Click Start > Administrative Tools > Services to shut down the following
Replication Server services:
Sybase REP_<Server Name>_RS
Sybase SQLServer_<Server Name>
Sybase BCKServer_<Server Name>_BS (if it is running)
CC Rep Service
2 Change the Replication Server name using the following steps:

a. On the Replication Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
3 Click Start > Administrative Tools > Services to restart the following
services:
Sybase BCKServer_<Server Name>_BS (if it was running)
CC Rep Service
4 Ensure that you can ping both the Standby and Active Servers.
On the Active Server

5 In the Server Setup Configuration Utility, change the Replication Server
name on the Database Replication tab.
On the Standby Server

Changing the name of all three servers

To change the Active Server name, the Standby Server name, and the
Replication Server name, complete the following procedures.
1108 Standby Server


CC Rep Service
2 Change the Replication Server name using the following steps:
a. On the Replication Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
services:
CC Rep Service
following steps:

b. Click Create.
appears.
f. Click OK.

6 Change the name of the Active Server using the following steps:
7 Change the Active Server name using the following steps:
a. On the Active Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
8 Change the name of the Active Server on the other servers in the contact
center using the procedures in “Changing the Contact Center Manager
Server name” on page 1111.
1110 Standby Server


12 Change the Standby Server name using the following steps:
a. On the Standby Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
13 In the Server Setup Configuration Utility, change the Replication Server IP
address on the Database Replication tab.
Changing the Contact Center Manager Server name

Complete the following tasks described in this section:
the DNS with the new server name of the Standby Server.
2. On the Contact Center Manager Administration server, update the server
HOSTS file, if required, and configure the new Contact Center Manager
Server name properties.
3. Synchronize the name on the operating system with the Contact Center
Manager Server name.
required, and configure the Content Management Framework for the new
Contact Center Manager Server name.
required. Also update the server settings with the new Contact Center
Manager Server name, and License Manager server, if required.


Synchronizing the operating system name with the Contact Center

Manager Server name
On the Replication Server, the Active Server, and the Standby Server, depending
on which server name you changed, perform the following steps:
Synchronization Utility dialog box appears.
1112 Standby Server

3 Click OK.
name. If the names match, continue with step 5. If the names do not match,
the following message appears.
4 Click OK.
5 Click OK.
6 Click OK.


Contact Center Manager Server name, you must update the HOSTS file if you
do not have a DNS server. You must also configure the new server name in

name. If you do have a DNS server, continue with “Changing the server name in
the Administration tool” on page 1115.
ATTENTION
1114 Standby Server


file is configured.
Manager Server.
changes.
Changing the server name in the Administration tool

You must update the Configuration component in Contact Center Manager
Administration with the new Contact Center Manager Server name.


webadmin user.
2 Launch the Configuration component.
3 In the left pane, right-click the Contact Center Manager Server name that
you are changing.
Result: The server name, IP address, logon ID, and password boxes are
enabled.

Center Manager Server name, you must update the HOSTS file if you do not
have a DNS server. You must also configure the Contact Management
Framework with the new server name.

Communication Control Toolkit server with the new computer name. If you do
have a DNS server, proceed with “Configuring the Contact Management
Framework settings” on page 1117.
ATTENTION

1116 Standby Server

Manager Server.
changes.

Update the Contact Management Framework component in Communication
Control Toolkit with the new Contact Center Manager Server name.

6 In the CCMS Server Name box, type the new name of the Contact Center
Manager Server.
1118 Standby Server




DNS server and then configure the server settings in the Multimedia
Administrator application.


the Contact Center Multimedia server with the new Contact Center Manager
Server name. If you do have a DNS server, proceed with “Configuring the server
settings” on page 1120.
ATTENTION

Manager Server.
changes.

You must update the server settings in the Contact Center Multimedia
Administrator with the new Contact Center Manager Server name and then
restart the Multimedia services.
1120 Standby Server


Center Multimedia.

7 Click Edit.
Server.

9 Click Save.
server.
10 Click OK.
11 If the License Manager server is installed on the same server as Contact
Center Manager Server, in the Server Settings window, click Contact
Center License Server.
12 Click Edit.
Manager server.
14 If you have a backup Contact Center License Manager server, type the
name in the Backup Server box.
15 Click Save.
1122 Standby Server

b. Click Stop All.

c. Click Start All.

Change the Contact Center Manager Standby

server IP address
This section describes how to change the Contact Center Manager Standby
server IP address. Because the Contact Center Manager Standby Server software
uses three servers, you can change the IP address on one or more servers. For
example, you can do one of the following:
change the Active Server IP address
change the Standby Server IP address
change the Replication Server IP address
change the Active Server, Standby Server, and Replication Server IP
addresses
If you change the IP address on either the Active and Standby Servers in Contact
Center Manager Standby Server, you must perform steps to remove and recreate
the warm standby configuration on the Replication Server.
Any one of the IP address changes means that you must stop the replication
process, perform all of the steps required to change the IP address of the Contact
Center Manager Standby Server, and then update the IP address on the other
servers in your contact center.
Changing the Active Server IP address

To change the Active Server IP address, complete the following procedure.
1124 Standby Server

c. Click Yes.
d. Click Done.
2 On the Active Server, change the Active Server IP address using the
procedures in “Changing the Contact Center Manager Server IP address”
on page 1131, depending on your Nortel server subnet or ELAN subnet
configuration.
3 Restart the Active Server.
following steps:
b. Click Create.
appears.
f. Click OK.

Changing the Standby Server IP address

To change the Standby Server IP address, complete the following procedure.
c. Click Yes.
d. Click Done.
2 On the Standby Server, change the IP address of the Standby Server using
the procedures in “Changing the Contact Center Manager Server IP
address” on page 1131, depending on your Nortel server subnet or ELAN
subnet configuration.
3 Restart the Standby Server.
following steps:
b. Click Create.
1126 Standby Server

appears.
f. Click OK.
Changing the Replication Server IP address

To change the Replication Server IP address, complete the following procedure.

c. Click Yes.
d. Click Done.
CC Rep Service

3 Use the Windows Network Connection interface to change the Replication

Server IP address.
services:
CC Rep Service



following steps:
b. Click Create.
1128 Standby Server

appears.
f. Click OK.
Changing the IP address of all three servers

To change the Active Server IP address, the Standby Server IP address, and the
Replication Server IP address, complete the following procedures.

c. Click Yes.
d. Click Done.

CC Rep Service
3 Use the Windows Network Connection interface to change the Replication
Server IP address.
services:
CC Rep Service

6 Change the IP address of the Active Server using the procedures in
“Changing the Contact Center Manager Server IP address” on page 1131,
depending on your Nortel server subnet or ELAN subnet configuration.
7 In the Server Setup Configuration Utility, on the Local Area Network IP
tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP
address to the new address defined, depending on which address you are
changing.

11 Change the Standby Server IP address using the procedures in “Changing
the Contact Center Manager Server IP address” on page 1131, depending
on your Nortel server subnet or ELAN subnet configuration.
12 In the Server Setup Configuration Utility, on the Local Area Network IP
tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP
address to the new address defined, depending on which address you are
changing.
1130 Standby Server



following steps:
b. Click Create.
appears.
f. Click OK.
Changing the Contact Center Manager Server IP address

This section describes how to change the Contact Center Manager Server IP
address of a Nortel server subnet and an ELAN subnet.

If you are changing the IP address of a Nortel server subnet, you must complete
the following tasks:

1. Change the Contact Center Manager Server IP address on the Contact

2. Update the Contact Center Manager Server IP address in the Server
Configuration Utility.
the DNS with the IP address of Contact Center Manager Server and License
Manager.
4. If you are using a Network Control Center, on the Network Control Center,
update the Contact Center Manager Server IP address.
5. On the Contact Center Manager Administration server, update the HOSTS
file, if required, and configure the Contact Center Manager Server IP
address.
required, the license information, the TAPI settings and restart the services.
required.
ELAN subnet
If you are changing the IP address of an ELAN subnet card, you must change the
ELAN subnet IP address on the Contact Center Manager Server. See “Changing
the ELAN subnet IP address on the Contact Center Manager Server” on page
1146.
Changing the Nortel server subnet IP address in the operating system

address of the Active server, the Standby server, or the Replication server.
3 Click OK.
1132 Standby Server

4 Click Accept.
Configure the Contact Center Manager Server with the new IP

address
address of the Active server, the Standby server, or the Replication server.
Result: The following dialog box appears. This dialog box remains open for
20 to 30 seconds.
If you have a co-resident License Manager, an Information dialog box

appears.
2 If the Information dialog box appears, click Continue.

Result: The Server Setup Configuration Utility initializes.

1134 Standby Server

5 If the License Manager server is installed with Contact Center Manager

Server, click the License Manager tab.
6 Verify that the Primary License Manager IP Address is the new Contact
Center Manager Server IP Address.
7 Click OK.
Result: The Server Setup Configuration Utility starts. This takes 10 to 15
minutes to complete. A message box confirms the configuration is
complete.
9 Click OK.
10 Click Yes.


with the new IP address of the Contact Center Manager Server.
ATTENTION
Consult your network administrator to ensure your DNS is
updated with the new IP address of your Standby Server. If
you do not have a DNS server in your network, you must
update the hosts file on the servers as described in the
following steps to reflect this change.
Updating the Network Control Center server

If you have a network of Contact Center Manager Servers connected to a
Network Control Center server, you must update the IP address for the Contact
Center Manager Server on the Network Control Center server.
1 On the Network Control Center server, from the Start menu, select Run.
2 In the Open box, type nbconfig -admin.
1136 Standby Server

3 Press Enter.
Result: The Nbconfig dialog box appears.
4 Click the Site Table tab.

5 On the Site Table tab, select the site name and click Edit.
Result: The Edit Site dialog box appears.
6 In the CLAN IP Address box, type the new IP address.

7 Click OK.
8 On the Nbconfig dialog box, click Verify.
Result: The Network Control Center server synchronizes with the Contact
Center Manager Server and updates the IP address.

9 On the Nbconfig dialog box, click OK.

10 Verify that the correct IP address appears in the Site Table tab.
11 Click OK to close all windows.

Contact Center Manager Server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the new IP address in Contact

the Contact Center Manager Administration server with the new IP address. If
you do have a DNS server, continue with “Changing the Contact Center
Manager Administration server” on page 1139.
ATTENTION
1138 Standby Server


file is configured.
Server.
changes.
Changing the Contact Center Manager Administration server

Update the IP address of the Contact Center Manager Server in Contact Center


webadmin user.
3 In the left pane, right-click the name of the updated Contact Center
Manager Server.
6 Click Submit.
7 Click Launchpad > Logout to exit.
Changing the License Manager IP address on Contact Center

If the License Manager server is installed on the same server as Contact Center
Manager Server, use this procedure to modify the primary or secondary License
Manager server IP address.
1 Log on to the Contact Center Manager Administration server.
1140 Standby Server

3 In the right pane, click the LM Service Configuration icon.

Result: The LM Service – Configuration Setup dialog box appears.
4 In the Primary License Manager Server's IP Address box, type the new
IP address.
5 Click OK to submit the information.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Result: A message box appears, prompting you to restart the License
Manager service.
7 Click Yes to restart the License Manager service.
Result: A message box appears telling you that the License Manager
service has restarted.
8 Click OK.
9 Click File > Exit to close the window.


not have a DNS server then update the License Manager IP address, configure
TAPI, and restart all Communication Control Toolkit services.

the Communication Control Toolkit server with the new IP address. If you do
have a DNS server, proceed with “Updating the Communication Control Toolkit
license” on page 1143.
ATTENTION

2 Right click the HOSTS file and open the file with a text editor (for example,
Server.
changes.
1142 Standby Server

Updating the Communication Control Toolkit license



new IP address.
Changing the TAPI SP host address setting

Programming Interface (TAPI) points to your Contact Center Manager Server,
change the IP address in the TAPI Meridian 1 configuration.
1144 Standby Server

appears.
4 Click OK.

3 Select Services.
6 Click OK.

a DNS server.


the Contact Center Multimedia server with the new IP address. If you do have a
DNS server, updating your Contact Center suite is complete.
ATTENTION

Server.
changes.
Changing the ELAN subnet IP address on the Contact Center

Manager Server
Complete the following procedure if you change the ELAN subnet IP address.
1146 Standby Server


3 Click OK.
4 Click Accept.
7 Right-click the LAN connection on the ELAN subnet network interface card,
and then click Properties.
11 From the Start menu, select All Programs > Nortel Contact Center >
13 On the IP Address list, select the new ELAN IP address.
14 Click OK.
15 minutes to complete. A dialog box confirms the configuration is
complete.
16 Click OK.
17 Click Yes.

Change the co-resident server name
You can change the name of the server on which the Contact Center Manager
Server and Contact Center Manager Administration Server co-reside, if the new
server name meets the following requirements:
network.
underscores (_).
Hyphens (-) are not permitted in the server name.
After you change the co-resident server name, you must also update the other
servers in the Contact Center suite to ensure the servers work together. Complete
the following tasks described in this section:
the DNS with the name of your Contact Center Manager Server.
2. Change the server name on the co-resident server.
3. Update the Contact Center Manager Administration server with the new
name for the co-resident server.
4. Synchronize the server name using the Computer Name Sync Utility.
5. Change the server name of the co-resident server in Windows.
6. If you have SU03 or earlier, run the ChangeSOAPSrv utility.
7. Reset IUSR_SWC.
8. Reset the iceAdmin password.
9. Update the server name in Contact Center Manager Administration.
10. On the client PC browsers, update the shared folders for exporting
scheduled reports.
1148 Standby Server

11. On the Communication Control Toolkit server, update the HOSTS file and
the new server name.
12. On the Contact Center Multimedia server, update the HOSTS file and the
new server name.

Changing the server name on the co-resident server

1 On the Contact Center Manager Server/Contact Center Manager
Administration server select Start > Control Panel > System.
3 Click Change.
5 Click OK.
6 Click Yes.


If you do not have a Domain Name Service (DNS) for name resolution, you
need not update the HOSTS file for name resolution. If you do have a DNS
server DNS server, proceed with “Running the Computer Name Sync Utility” on
page 1151.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc
file is configured.
3 Update the file to reflect the new name of the co-resident server.
1150 Standby Server

If you do not see a server name for the Contact Center Manager Server/
Contact Center Manager Administration Server co-resident server listed in
the HOSTS file, a DNS server is configured in your network for name
resolution. You do not need to update the HOSTS file.
changes.
Running the Computer Name Sync Utility

1 Log on to the co-resident server as Administrator.
Synchronization Utility window appears.

3 Click OK.
name. If the names do not match, the following message appears.
4 Click OK.
5 Click OK.
6 Click OK.
1152 Standby Server

Running the ChangeSOAPSrv utility

After you change the server name, SOAP processes do not function properly
(because they still recognize the old server name), and you cannot work with the
components that require SOAP functionality, such as Configuration.
If you have SU04 or later, proceed to “Resetting the IUSR_SWC account to

reflect the new server name” on page 1153.
1 Launch the Configuration component on the co-resident server.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, note the path that appears in the message.
Tip: If you close the message, you can make it reappear by launching the
same Contact Center Manager Administration component again.
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which
Contact Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<server name>
where <server name> is the name of the server, or the fully qualified
domain name, if this is what you use as the Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).
Result: The component opens with no error messages.
Resetting the IUSR_SWC account to reflect the new server name

1 On the co-resident server, click Start > Programs > Administrative Tools
> Internet Information Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.

2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
3 Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
4 Right-click Default Web Site, and then select Properties from the resulting
menu.
Result: The Default Web Site Properties dialog box appears.
5 Click the Directory Security tab.
Result: The Directory Security page appears.
6 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods dialog box appears.
1154 Standby Server

7 Click Browse.
Result: The Select User dialog box appears.
8 Click Advanced.
Result: The Select User dialog box expands.

9 Click Find Now.

Result: The list of all the user accounts configured on the server appears.
10 In the list of user accounts, select IUSR_SWC, and then click OK.
Result: The Select User dialog box reappears with the IUSR_SWC
account listed.
1156 Standby Server

11 Click OK.
Result: The Authentication Methods dialog box reappears with the
IUSR_SWC user account shown.
12 In the Password box, type the same password that you originally used for
this account when you configured it.
13 Click OK.
Result: The Confirm Password dialog box appears.
14 Type the password again, and then click OK.
Result: The system records the password.
15 Click OK to save your changes.

Resetting the iceAdmin password

1 On the co-resident server, click Start > All Programs > Nortel Contact
Center > Manager Administration > Configuration.
2 In the left pane, click Nortel Networks.
3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change dialog box appears.
1158 Standby Server


5 In the New Password box, reenter the old password for the iceAdmin user
account. This resets the iceAdmin password.
Result: If your Contact Center Manager Administration server is a member
of an active domain, the Domain Account button is enabled on the
iceAdmin Password Change window.
7 If you are not going to export scheduled reports to a domain network PC, or
if the Domain Account button is disabled, proceed to “Changing the server
name in Contact Center Manager Administration” on page 1160.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 1159.
Exporting scheduled reports

1 To export scheduled reports to a domain network PC, click Domain
Account.
You can use the domain account setup function of the iceAdmin Password
Change window to reset the domain account password if the administrator
changes it.
Result: The Optional Domain Account Setup dialog box appears.
2 From the Select Domain Name list, select the name of the domain to add.

3 In the Enter Domain Account box, type the domain account.

Obtain the domain account name and password from your network
administrator.
4 In the Enter Domain Account Password box, type the domain account
password.
You must enter the correct domain account password. If the password is
incorrect, the system does not proceed.
5 In the Confirm Domain Account Password box, retype the domain
account password.
6 Click OK.
Result: The iceAdmin Password Change window reappears and activates
all scheduled reports using the domain account instead of the local
iceAdmin account.
7 Click OK.
Result: The system verifies that you typed the same password both times,
and then resets the password in all required components.
Changing the server name in Contact Center Manager Administration

1 Log on to Contact Center Manager Administration as webadmin.
3 In the left pane, right-click the name of the server with altered network
settings.
4 Click Edit Properties to enable the text boxes for the server name, IP
address, log on ID, and password.
6 Ensure that the new server name is updated for client PCs. For details, see
“Ensuring the new server name is updated for client PCs” on page 1160.
Ensuring the new server name is updated for client PCs

You must ensure that when you change the name of any server with Contact
Center Manager Administration clients, the HOSTS file on all of the client PCs
is updated to reflect the new name.
1160 Standby Server


If you do not have a Domain Name Service (DNS) server, you must configure
the HOSTS file on all of the client PCs. If you have a Domain Name Service
(DNS) server for name resolution, you need not update the HOSTS file for name
resolution and you can proceed to “Updating client PC browsers and shared
folders for exporting scheduled reports” on page 1161.
ATTENTION
1 On the client PC, browse to the HOSTS file provided with the Windows
Server 2003 installation in the following directory:
If you do not see a server name for the co-resident server listed in the
HOSTS file, a DNS server is configured in your network for name
resolution. You do not need to update the HOSTS file.
changes.
Updating client PC browsers and shared folders for exporting

scheduled reports
After you change the co-resident server name, you must update all Contact
Center Manager Administration client PCs to reference the new Contact Center
Manager Administration server name in the browser.

If you created a shared folder for exporting scheduled report export files, when
you change the co-resident server name you must update the new name of the
server for all scheduled reports. Ensure you define the output options to include
the new name of the co-resident server.
1 Log on to the Contact Center Manager Administration server as webadmin.
2 Double-click Historical Reporting.
3 In the Historical Reporting main window, on the system tree, click the
server under which you want to modify the reports.
4 For each report associated with the co-resident server, perform the
following steps:
a. Right-click the report name.
Result: The Report Properties window appears.
b. Click the Output Options heading to reveal the output options boxes.
c. Select the Output to file check box to send the report to a shared
folder.
1162 Standby Server

d. In the Output path box, update the path of the report to reflect the new
IP address of the co-resident server.
The path format is \\[computer name]\[shared folder name]\[file name],
without the file extension. If you change the name of the Contact
Center Manager Administration folder, you must change the computer
name portion of the path.
e. Click Save Report to save your user-defined report.
f. Click Activate to activate the report schedule.
g. Close the report.

On the Communication Control Toolkit server, after you change the co-resident
server name, you must update the HOSTS file if you do not have a DNS server
and configure the server properties.

the Communication Control Toolkit server with the new computer name. If you
do have a DNS server, continue with “Configuring the Contact Management
Framework properties” on page 1164.
ATTENTION


changes.
Configuring the Contact Management Framework properties

1164 Standby Server


6 In the CCMS Server Name box, type the name of the co-resident server.
b. On the NCCT 6.0 Console window, expand NCCT Maintenance.

d. In the right pane, double-click Services.

Result: The Communication Control Toolkit Services dialog box
appears.

g. Close all of the windows and dialog boxes.

DNS server and configure the server properties.
1166 Standby Server


the Contact Center Multimedia server with the new computer name. If you do
have a DNS server, continue with “Configuring the server settings” on page
1167.
ATTENTION

changes.

Center Multimedia.



7 Click Edit.
Server.
9 Click Save.
1168 Standby Server

10 Click Contact Center Administrator Server to select it.

11 Click Edit.
Administration server.
13 Click Save.

b. Click Stop All.

c. Click Start All.
1170 Standby Server

Change the co-resident server IP address
To change a server name on a server on which Contact Center Manager Server

and Contact Center Manager Administration co-reside, complete the following
tasks:
1. Change the Nortel server subnet IP address on the co-resident server.
the DNS with the IP address of your Contact Center Manager Server.
3. Update the IP address in Contact Center Manager Administration.
4. Ensure the IP address is updated for client PCs.
5. Ensure historical report output files reference the correct IP address.
required.
7. On the Contact Center Multimedia, update the HOSTS file, if required.
Changing the IP address of a co-resident server

Perform a backup of the co-resident server before you change the IP address. For
more information about backing up the co-resident server, see the Nortel
Contact Center Installation and Maintenance Guide for the co-resident server.
1 Shut down the Contact Center Manager Server services.
a. Click Programs > Nortel Contact Center > Manager Server >
Shutdown.
b. When prompted to shut down the services, click OK.
c. Click Accept.


Result: The following window appears. This window remains open for 20 to
30 seconds.

11 Click OK.
15 minutes to complete. A message box confirms the configuration is
complete.
13 Click OK.
Result: The system prompts you to reboot the server.
14 Click Yes.
Changing the Domain Name Service server

with the new IP Address.
1172 Standby Server

Updating the IP address in Contact Center Manager Administration

When you change the IP address of the co-resident server, you must update the
IP address in Contact Center Manager Administration.

name. If you do have a DNS server, continue with “Updating the server IP
address in Contact Center Manager Administration” on page 1174.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
2 Right-click the HOSTS file and open the file with a text editor (for example
3 Update the file to reflect the new IP address of the co-resident server.
changes.

Updating the server IP address in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration as webadmin.
3 In the left pane, right-click the name of the server with altered network
settings.
Result: The server name, IP address, log on ID, and password boxes are
enabled.
Ensuring the IP address is updated for client PCs


the client PCs with the new computer name. If you do have a DNS server,
continue with “Ensuring historical report output files reference the correct IP
address” on page 1175.
ATTENTION
1174 Standby Server

changes.
Ensuring historical report output files reference the correct IP

address
If you scheduled a historical report output file with the Contact Center Manager
Administration server IP address in the path instead of the Contact Center
Manager Administration server name, then you must manually edit the IP
address in the path after you change the Contact Center Manager Administration
server IP address.
following steps:


folder.

not have a DNS server.
1176 Standby Server


the Communication Control Toolkit server with the new IP address. If you are
using a DNS server, proceed to “Updating the Communication Control Toolkit
ATTENTION

changes.


1178 Standby Server


new IP address.
Changing the TAPI SP host address

Programming Interface (TAPI) points to your Contact Center Manager
Server, change the IP address in the TAPI Meridian 1 configuration.

appears.
4 Click OK.

3 Select Services.
6 Click OK.

a DNS server.
1180 Standby Server


the Contact Center Multimedia server with the new IP address.
ATTENTION

changes.

Change the Contact Center Manager

Administration server name
You can change the Contact Center Manager Administration server name if the
new server name meets the following requirements:
network.
underscores (_).
After you change the Contact Center Manager Administration Server name, you
must also update the other servers in the Contact Center suite to ensure the
servers work together. Complete the following tasks described in this section:
1. Change the Contact Center Manager Administration server name in
Windows.
3. If you have SU03 or earlier, run the ChangeSOAPSrv utility.
4. Reset the IUSR_SWC account to reflect a new server name.
5. Reset the iceAdmin password.
6. Ensure the new server name is updated for client PCs.
7. On the client PCs, update the browsers and shared folders for exporting
scheduled reports with the new Contact Center Manager Administration
server name.
8. On the Communication Control Toolkit server, update the HOSTS file.
9. On the Contact Center Multimedia server, update the HOSTS file and the
server settings.
1182 Standby Server

Changing the Contact Center Manager Administration server name in

Windows
1 On the Contact Center Manager Administration server, select Start >
Control Panel > System.
3 Click Change.
5 Click OK.
6 Click Yes.

Running the ChangeSOAPSrv utility

If you have SU04 or later, this procedure is not applicable. This procedure is
required only for SU03 or earlier.
After you change the server name, SOAP processes do not function properly
(because they still refer to the old server name), and you cannot work with the
components that require SOAP functionality, such as Configuration.
1 On the Contact Center Manager Administration server, double-click the
Configuration component.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, note the path that appears in the message.

If you close the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
3 On the Contact Center Manager Administration server, open a command
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C is the drive on which
Contact Center Manager Administration is installed.
4 At the prompt, type the following text (which includes the path that appears
in the pop-up message):
ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<server name>
where <server name> is the name of the server, or the fully qualified
domain name, if this is what you use as the Contact Center Manager
Administration default URL (for example, <server name>.<domain
name>.com).
5 Press Enter.
Result: A window appears, showing the updated SOAP files.
6 Start the Configuration component again to verify the component opens
with no error messages.
Resetting the IUSR_SWC account to reflect the new server name

1 On the Contact Center Manager Administration server, click Start > All
Programs > Administrative Tools > Internet Information Services (IIS)
Manager.
Result: The Internet Information Services (IIS) Manager window appears.
2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
3 Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
4 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties dialog box appears.
1184 Standby Server

5 Click the Directory Security tab.

Result: The Directory Security page appears.
6 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods dialog box appears.
7 Click Browse.
Result: The Select User dialog box appears.

8 Click Advanced.
Result: The Select User dialog box expands.
1186 Standby Server

9 Click Find Now.

Result: The list of all the user accounts configured on the server appears.

10 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User dialog box reappears with the IUSR_SWC
account listed at the bottom.
11 Click OK.
Result: The Authentication Methods dialog box reappears, with the
IUSR_SWC user account shown.
12 In the Password box, type the same password that you originally used for
this account when you configured it.
1188 Standby Server

13 Click OK.
Result: The Confirm Password dialog box appears.
14 Type the password again, and then click OK.
Result: The system records the password.
15 Click OK to save your changes.
Resetting the iceAdmin password

2 In the left pane, click Nortel Networks.

3 Click IceAdmin Password Change.

Result: The iceAdmin Password Change dialog box appears.

5 In the New Password box, reenter the old password for the iceAdmin user
account. This resets the iceAdmin password.
7 If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option is enabled on the iceAdmin
Password Change window.
8 If you are not going to export scheduled reports to a domain network PC, or
if the Domain Account button is disabled, proceed to “Changing the server
name in Contact Center Manager Administration” on page 1160.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 1159.
Exporting scheduled reports

1190 Standby Server

1 To export scheduled reports to a domain network PC, click Domain

Account.
You can use the domain account setup function of the iceAdmin Password
Change window to reset the domain account password if the administrator
changes it.
Result: The Optional Domain Account Setup dialog box appears.
2 From the Select Domain Name list, select the name of the domain to add.
3 In the Enter Domain Account box, type the domain account.
Obtain the domain account name and password from your network
administrator.
4 In the Enter Domain Account Password box, type the domain account
password.
You must enter the correct domain account password. If the password is
incorrect, the system does not proceed.
5 In the Confirm Domain Account Password box, retype the domain
account password.
6 Click OK.
Result: The iceAdmin Password Change window reappears and activates
all scheduled reports using the domain account instead of the local
iceAdmin account.
7 Click OK.
Result: The system verifies that you typed the same password both times,
and then resets the password in all required components.

Ensure the new server name is updated for client PCs


If you have a Domain Name Service (DNS) server for name resolution, you need
not update the HOSTS file for name resolution and you can proceed with
“Updating client PC browsers and shared folders” on page 1193.
ATTENTION
documentation for Microsoft
3 Update the file to reflect the new name of the Contact Center Manager
changes.
1192 Standby Server

Updating client PC browsers and shared folders

After you change the Contact Center Manager Administration server name, you
must update all Contact Center Manager Administration client PCs to reference
the new Contact Center Manager Administration server name in the browser.
If you created a shared folder for exporting scheduled report export files on the
Contact Center Manager Administration server, after you change the Contact
Center Manager Administration server name you must update the new name of
the server for all scheduled jobs. Ensure you define the output options to include
the new name of the co-resident server.
following steps:

folder.

Center Manager Administration server name, you must update the HOSTS file if
you do not have a DNS server.

do have a DNS server, continue with “Updating the Contact Center Multimedia
ATTENTION

2 Right-click the HOSTS file and open the file with a text editor (for example
1194 Standby Server

changes.

Manager Administration Server name, you must update the HOSTS file if you
do not have a DNS server and configure the server properties.

have a DNS server continue with “Configuring the server settings” on page
1196.
ATTENTION


changes.

Center Multimedia.
1196 Standby Server


6 Click Contact Center Manager Administrator Server to select it.

7 Click Edit.
9 Click Save.


b. Click Stop All.
c. Click Start All.
1198 Standby Server

Change the Contact Center Manager

Administration server IP address
Contact Center Manager Administration functions correctly after an IP address

change on the Contact Center Manager Administration server.
If you change the IP address of a server in Contact Center Manager Server, it

impacts other applications that connect to the server, such as Contact Center
Manager Administration. Therefore, after you change the IP address of the
Contact Center Manager Administration server, you must update the IP address
of the Contact Center Manager Server.
You must complete the following steps:

1. Change the IP address on Contact Center Manager Administration server.
3. On the client PCs, update the browsers and shared folders for exporting
scheduled reports with the new Contact Center Manager Administration
server IP address.
4. On the Communication Control Toolkit server, update the HOSTS file.
5. On the Contact Center Multimedia server, update the HOSTS file.
Changing the IP address on Contact Center Manager Administration

server
Before you change the Contact Center Manager Administration IP address, back
up the server. For more information about backing up the Contact Center
Manager Administration server, see the Nortel Contact Center Manager
Administration Installation and Maintenance Guide.
1 On the server, click Start > All Programs > Accessories >
Communications > Network & Dial up Connections.
2 Right-click Local Area Connection and select Properties from the menu.
Result: The Local Area Connection Properties dialog box appears.

3 On the General page, select Internet Protocol (TCP/IP), and then click
Properties.
Result: The Internet Protocol (TCP/IP) Properties dialog box appears.
5 Click OK to close the Internet Protocol (TCP/IP) Properties dialog box.
6 Click OK to close the Local Area Connection Properties dialog box.
7 Restart the Contact Center Manager Administration server.

with the new IP Address.
Ensure the IP address is updated for client PCs


If you configure a Domain Name Service (DNS) server for IP address resolution
you need not update the HOSTS file.
ATTENTION
1200 Standby Server

file is configured.
changes.

Ensure historical report output files reference the correct IP address

After you schedule a historical report to send to a file, if you include the Contact
Center Manager Administration server IP address in the output path instead of
the server name, you must manually edit the output path after you change the
Contact Center Manager Administration server IP address.
following steps:
folder.
1202 Standby Server


Center Manager Administration server IP address, you must update the HOSTS
file if you do not have a DNS server.

Communication Control Toolkit server with the new IP address. If you do have a
DNS server, you are finished updating the servers for the IP address change on
Contact Center Manager Administration server.
ATTENTION


changes.

Manager Administration server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the server properties.

the Contact Center Multimedia server with the new IP address.
ATTENTION

1204 Standby Server


changes.

Change the Communication Control Toolkit

server name
You can change the Communication Control Toolkit server name if the new
network.
underscores (_).
After you change the Communication Control Toolkit server name, you must
also update the other servers in the Contact Center suite to ensure the servers
work together. Complete the following tasks described in this section:
1. Change the name of the Communication Control Toolkit server.
the DNS with the name of your Communication Control Toolkit server.
3. On the Communication Control Toolkit server, configure the HOSTS file,
the local Windows users, the Contact Management Framework
configuration, and the user mappings.
4. Configure Contact Center Manager Server to use the new Communication
Control Toolkit server name.
5. If you use Contact Center Multimedia, change the name of the
Communication Control Toolkit server on the Contact Center Multimedia
server.
6. If you are running Contact Center Agent Desktop on the Communication
Control Toolkit server for the telephony toolbar, update the Contact Center
Agent Desktop on the client machines.
1206 Standby Server

Changing the Communication Control Toolkit server name on the

operating system
1 On the Contact Center License Server, select Start > Control Panel >
System.
3 Click Change.
5 Click OK.
6 Click Yes.

Changing the server name on the Communication Control Toolkit

server
You must update the HOSTS file, if you do not have a DNS server on the
Communication Control Toolkit server and configure the Communication
Control Toolkit Windows users.


do have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
3 Update the file to reflect the new name of the Communication Control
Toolkit server.
changes.
Configuring the local Communication Control Toolkit Windows users

If the Communication Control Toolkit server uses local Windows users as
Communication Control Toolkit users, you must reconfigure these users to use
the new name of the Communication Control Toolkit server.
1208 Standby Server

For example, if the Communication Control Toolkit server is using the user ids
OldName\User1 and OldName\User2, you must reconfigure these local users to
use the new name of the Communication Control Toolkit server.
Nortel recommends that you rename the existing users, rather than create new
users. Rename the existing users to keep the appropriate resource mappings of
the old user name.

You must update the Contact Management Framework component in
Communication Control Toolkit with the new Contact Center Manager Server
name.


6 In the CCT Server Name box, confirm the new Communication Control
Toolkit server name is shown.
7 In the CCMS Server Name box, type the name of the Contact Center
Manager Server.
1210 Standby Server



Mapping the new local Communication Control Toolkit users

You must ensure that the new local Communication Control Toolkit users are
mapped to the appropriate addresses, terminals and groups.
For more information about mapping users, see the Communication Control
Toolkit Installation and Maintenance Guide.

Configuring Contact Center Manager Server

1 On the Contact Center Manager Server, select Nortel Contact Center >
2 Click the CCT Server tab.
3 In the CCT Host Name box, type the new name of the Communication
Control Toolkit server.
4 Click Apply.
Configuring the Contact Center Multimedia server

When you change the name of the Communication Control Toolkit server, you
must update the Contact Center Multimedia server.

1213.
ATTENTION

directory:
Toolkit server.
1212 Standby Server

changes.

1 Log on to the Contact Center Multimedia Administrator.
Center Multimedia.
5 Click Communications Control Toolkit Server to select it.

6 Click Edit.
7 In the Server Name box, change the name of the Communication Control
Toolkit server.
8 In the Server Port box, change the port number of the server as required.
The default server port depends on the server you are configuring.
9 Click Save.
Result: A message box appears describing potential errors for changing
this server.
10 Click OK to accept.
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.
1214 Standby Server

b. Click Stop All.

c. Click Start All.
Configuring the Contact Center Agent Desktop

The Contact Center Agent Desktop configuration file must be updated with the
new Communication Control Toolkit server name. You must change the
CCTSERVER key in the ccad.exe.config file in the Nortel\Contact Center
Multimedia\Agent Desktop directory on the Contact Center Multimedia server.

Change the Communication Control Toolkit IP

address
After you change the Communication Control Toolkit server name, you must
1. Change the Communication Control Toolkit server IP address on the
operating system
the DNS with the name of your Communication Control Toolkit server.
3. On the Communication Control Toolkit server, configure the HOSTS file,
the local Windows users, the Contact Management Framework
configuration, and the user mappings.
4. Configure Contact Center Manager Server to use the new Communication
Control Toolkit server name.
5. If you use Contact Center Multimedia, change the name of the
Communication Control Toolkit server on the Contact Center Multimedia
server.
6. If you are running Contact Center Agent Desktop on the Communication
Control Toolkit server for the telephony toolbar, update the Contact Center
Agent Desktop on the client machines.
Changing the Communication Control Toolkit server IP address on

the operating system
Complete the following procedure if you change the Communication Control
Toolkit IP address.
2 Stop the services.
1216 Standby Server

5 Right-click the LAN connection, and then click Properties.

9 Restart the services.

with the new computer IP address.
Changing the server name on the Communication Control Toolkit

server
You must update the HOSTS file, if you do not have a DNS server on the
Communication Control Toolkit server.

do have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:

Toolkit server.
changes.
Configuring the Contact Center Multimedia server

When you change the name of the Communication Control Toolkit server, you
must update the Contact Center Multimedia server.

1213.
ATTENTION

directory:
1218 Standby Server

Toolkit server.
changes.

Change the Contact Center Multimedia server

name
You can change the Contact Center Multimedia server name if the new server
name meets the following requirements:
network.
After you change the Contact Center Multimedia server name, you must also
update the other servers in the Contact Center suite to ensure the servers work
together. Complete the following tasks described in this section:
1. Change the name on the Contact Center Multimedia server.
2. Update the name on the DNS server.
3. Update the HOSTS file on the Contact Center Multimedia server.
4. Update the e-mail attachment folders for Contact Center Multimedia.
5. If you are using an external Web server for Web communications, update
the external Web server with the new server name.
6. Update the Contact Center Agent Desktop clients with the new server
name.
7. Change the HOSTS file on the Contact Center Manager Administration
Server.
8. Add and configure the Contact Center Multimedia server in Contact Center
Changing the Contact Center Multimedia server name on the

operating system
System.
3 Click Change.
1220 Standby Server


5 Click OK.
6 Click Yes.

Changing the Contact Center Multimedia server name

When you change the Contact Center Multimedia server name, you must update
the HOSTS file if you do not have a DNS server and configure the server
settings to reflect the new server name.

the Contact Center Multimedia server with the new server name. If you do have
a DNS server, continue with“Configuring the Contact Center Multimedia server
name” on page 1223.
ATTENTION


directory:
of a list of IP addresses followed by a server name. A sample HOSTS file is
provided in the following figure as a guideline, but is not intended to indicate
exactly how the HOSTS file is configured.
3 Update the file to reflect the new name of the Contact Center Multimedia
server.
changes.
1222 Standby Server

Configuring the Contact Center Multimedia server name

Center Multimedia.
4 Click Contact Center Multimedia Server to select it.
5 Click Edit.
6 In the Server Name box, type the name of the Contact Center Multimedia
server.
7 In the Server Port box, change the port number of the server as required.
The default server port is 1972.
8 To change the MCMC event port number, type the new number in the
MCMC Event Port box. The default MCMC event port number is 7999.
9 Click Save.
10 Click Close to close the Server Settings dialog box.
11 On the Contact Center Multimedia server, navigate to the path
D:\Nortel\Contact Center Multimedia\Agent Desktop\ccad.exe.config.
12 On the appropriate line of the text file, replace the name of the old Contact
Center Multimedia server with the new Contact Center Multimedia server.


D:\Nortel\Contact Center
Multimedia\Outbound\Manager\ocmt.exe.config.
D:\Nortel\Contact Center Multimedia\Common utilities\db.propertiesg.
b. Click Stop All.

c. Click Start All.
1224 Standby Server

Updating the e-mail attachment folders for Contact Center Multimedia

If you are licensed for e-mail messages in your contact center, you must update
the e-mail attachment folders.
1 In the Multimedia Administrator, expand Contact Center Multimedia.
2 Expand E-mail Administration.
3 Double-click E-mail Configuration.
Result: The E-Mail Configuration window appears.
4 In the Attachment Files section, update the four path names to show the
new server name.
5 Click Save.
6 Close the Contact Center Multimedia Administrator.

b. Click Stop All.

c. Click Start All.
Configuring the external Web server

If you have an external Web server in your contact center, you must update two
files and remove the cached files after you change the name of the Contact
The following procedure describes how to perform the update for .jsp files with
Apache Tomcat. If you are using a different servlet engine (for example, JRun or
WebLogic) or a different technology (ASP.NET), you must use the standard
procedures for your environment.
The sample customer Web installation contains the folders CI_Sample_Website

and WebComms. Your custom interface folders can have different names.
Ensure that you use your own folder names to locate the web.xml and .jsp files.
1 Stop Apache Tomcat using the following steps:
a. On the Start menu of your external Web server, click All Programs >
Administrative Tools > Services.
b. Right-click Apache Tomcat service, and click Stop.
c. Close the services window.
2 On the external Web server, navigate to
..\webapps\CI_Sample_Website\WEB-INF.
3 Open the web.xml file in Notepad or another text editor.
4 Locate the text string <param-name>CCMM_HOSTNAME</param-
name>. The following text string is <param-value>servername</param-
value>, where servername is the old server name.
5 In the <param-value> line, replace the old server name with the name of
the new server.
6 Save and close the file.
7 On the external Web server, navigate to ..\webapps\WebComms\WEB-INF.
8 Open the web.xml file in Notepad or another text editor.
1226 Standby Server

9 Locate the text string <param-name>CCMM_HOSTNAME</param-

name>. The following text string is <param-value>servername</param-
value>, where servername is the old server name.
10 In the <param-value> line, replace the old server name with the name of
the new server.
11 Save and close the file.
12 Delete all files in the following folders:
..Program Files\Apache Software Foundation\Tomcat
5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp
..Program Files\Apache Software Foundation\Tomcat
5.5\Catalina\localhost\WebComms\org\apache\jsp
13 Start Apache Tomcat using the following steps:
a. On the Start menu of your external Web server, click All Programs >
Administrative Tools > Services.
b. Right-click Apache Tomcat service, and click Start.
c. Close the services window.
Configure the Contact Center Agent Desktop

Clients that access the Contact Center Agent Desktop must be configured with
the new Contact Center Multimedia server name. Agents access the desktop
application using the URL http://<servername>/agentdesktop/ccad.exe. You
must update the <servername> to reflect the new name of the server.
ATTENTION
Updating Contact Center Manager Administration

Contact Center Multimedia server name, you must update the HOSTS file and
configure the new server name in the Multimedia Administrator.


the Contact Center Manager Administration server with the new server name. If
you do have a DNS server, continue with “Updating the server information in
Contact Center Manager Administration” on page 1228.
1 On the Contact Center Administration server, browse to the HOSTS file
directory:
server.
changes.
Updating the server information in Contact Center Manager

Administration
You must configure Contact Center Manager Administration with the name and
IP address of the renamed Contact Center Multimedia server. You can configure
more than one Contact Center Multimedia server in Contact Center Manager
Administration, but only one Contact Center Multimedia server can be active at
a time.
You must log on as the Web administrator to add and configure the Contact
1228 Standby Server

1 In a Web browser, type http://<CCMA_ServerName>, where

<CCMA_ServerName> is the name of the server where Contact Center
Manager Administration is installed.
2 Log on as the Web administrator.
3 Click Configuration.
4 From the Server menu, select Add Server.
Result: The Contact Center Manager server Properties window appears.
server.
Result: The system automatically completes the IP address and display
name.
6 In the Login ID box, type the logon ID for the reporting user name for the
server. The ID for the Contact Center Multimedia server is mmReport.
7 In the Password box, type the password for the reporting user name for the
server. The default user password is mmRep.
8 From the Type list, select CCMM.

9 Click Submit.
10 In the left pane, select the Contact Center Manager Server with which you
want to associate the Contact Center Multimedia server.
11 Right-click the Contact Center Manager Server and then click Edit
Properties.
12 Under Associated Reporting Server, select the check box next to the
current active Contact Center Multimedia server name.
13 Click Submit.
14 On the Launchpad menu, click Logout.

When you change the Contact Center Multimedia server name, you must update
the HOSTS file on the Communication Control Toolkit server.

the Communication Control Toolkit server with the new server name. If you do
have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
server.
1230 Standby Server

changes.

Change the Contact Center Multimedia IP

address
You can change the Contact Center Multimedia server IP address.
After you change the Contact Center Multimedia server IP address, you must
1. On the Contact Center Multimedia server, change the IP address.
2. Update the name on the DNS server.
3. Update the HOSTS file on the Contact Center Multimedia server.
4. On the Contact Center Manager Administration server, change the HOSTS
file, if required.
5. Add and configure the Contact Center Multimedia server in Contact Center
6. On the Communication Control Toolkit server, change the HOSTS file, if
required.
Changing the Contact Center Multimedia server IP address on the

operating system
Complete the following procedure if you change the Contact Center Multimedia
IP address.
2 Stop the Multimedia services using the following steps:
b. Click Stop All.
c. Click Exit to close the CCMM Service Control window.
1232 Standby Server


5 Right-click the LAN connection, and then click Properties.
b. Click Start All.
c. Click Exit to close the CCMM Service Control window.

Changing the Contact Center Multimedia server IP address

When you change the Contact Center Multimedia server IP address, you must
update the HOSTS file if you do not have a DNS server and configure the server
settings to reflect the new server name.


the Contact Center Multimedia server with the new server name. If you do have
a DNS server, continue with“Configuring the Contact Center Multimedia server
name” on page 1223.
ATTENTION

directory:
3 Update the file to reflect the new IP address of the Contact Center
Multimedia server.
changes.

Contact Center Multimedia IP address, you must update the HOSTS file and
configure the new server name in the Multimedia Administrator.
1234 Standby Server


the Contact Center Manager Administration server with the new server name. If
you do have a DNS server, continue with “Updating the server information in
Contact Center Manager Administration” on page 1228.
1 On the Contact Center Administration server, browse to the HOSTS file
directory:
Multimedia server.
changes.

Administration
IP address of the renamed Contact Center Multimedia server. You can configure
more than one Contact Center Multimedia server in Contact Center Manager
Administration, but only one Contact Center Multimedia server can be active at
a time.


4 From the Server menu, select Add Server.
server.
name.
server. The ID for the Contact Center Multimedia server is mmReport.
1236 Standby Server

9 Click Submit.
want to associate the Contact Center Multimedia server.
Properties.
13 Click Submit.

When you change the Contact Center Multimedia IP address, you must update
the HOSTS file on the Communication Control Toolkit server.

the Communication Control Toolkit server with the new server name. If you do
have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
Multimedia server.

changes.
1238 Standby Server

Change the Contact Center Multimedia

Standby server name
You can change the Contact Center Multimedia Standby server name if the new
network.
If you change the Contact Center Multimedia Standby server name, and your
Standby server is not actively handling contacts, you must also update the other
servers in the Contact Center suite to ensure the servers work together when you
need to use the Standby server. Complete the following tasks described in this
section:
1. Change the server name on the Contact Center Multimedia server.
2. Update the Domain Name Service server.
3. Change the HOSTS file on the Contact Center Manager Administration
server.
4. Add and configure the Contact Center Multimedia Standby server in
If your Standby server is currently handling contacts, use the tasks in “Change
the Communication Control Toolkit IP address” on page 1216.
Changing the Contact Center Multimedia Standby server name in the

operating system
System.
3 Click Change.
5 Click OK.

6 Click Yes.

Changing the Contact Center Multimedia Standby server name

Perform the following steps on the Contact Center Multimedia Standby server.
Center Multimedia.
4 Click Contact Center Multimedia Standby Server to select it.
5 Click Edit.
6 In the Server Name box, type the new name of the Contact Center
Multimedia Standby server.
1240 Standby Server

7 Click Save.
8 Click Close to close the Server settings dialog box.

On the Contact Center Multimedia server, perform the following steps:
Center Multimedia.
4 Click Contact Center Multimedia Server to select it.
5 Click Edit.
server.
7 Click Save.
8 Click Contact Center Multimedia Standby Server to select it.

9 Click Edit.
10 In the Server Name box, type the new name of the Contact Center
Multimedia Standby server.
11 Click Save.
12 Click Close to close the Server Settings dialog box.
1242 Standby Server

b. Click Stop All.

c. Click Start All.

IP address of the renamed Contact Center Multimedia Standby server. You can
configure more than one Contact Center Multimedia server in Contact Center
Manager Administration, but only one Contact Center Multimedia server can be
active at a time.

Administration
Center Multimedia Standby server.


4 On the Server menu, select Add Server.
server.
name.
server. The logon ID for the Contact Center Multimedia server is
mmReport.
1244 Standby Server


9 Click Submit.
want to associate the Contact Center Multimedia Standby server.
Properties.
ATTENTION
You must ensure that only the active Multimedia server
has a check mark in the box beside the server name.
13 Click Submit.

1246 Standby Server

Glossary
A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.
ACCESS
An internal protocol used by Contact Center Manager Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.
ACCESS link
A communication channel between Contact Center Manager Server and
CallPilot or Meridian Mail.
ACCESS voice port

A voice port controlled by the ACCESS link.
ACD call
See automatic call distribution call.
ACD-DN
See automatic call distribution directory number.

Standard 10.12
ACD group
See automatic call distribution group.
ACD routing table

See automatic call distribution routing table.
ACD subgroup
See automatic call distribution subgroup.
acquired resource
A resource configured on the switch under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
active server
In a system with a Replication Server, the server providing call processing and
administration services.
activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720 on
their agent desktop applications during sales calls, and this information can be
generated in an Activity Code report.
adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.
administrator
A user who sets up and maintains Contact Center Manager and Contact Center
Multimedia.

January 2008
agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
agent priority per skillset

Each agent has a priority per skillset. This priority represents their skill level
within the skillset. This priority is used only in queuing the agent in the idle
agent queues, thus allowing agents with greater priority in a skillset to be
presented with calls before agents of lesser priority. Agent priority per skillset
has a range of 1 to 48, with 1 having the greatest priority. Agent priority per
skillset is not used to determine which request to present to an idle agent when
the agent qualifies for more than one queue request. That presentation is based
solely on the calls’ attributes.
agent-to-skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.
agent-to-supervisor assignment
A matrix that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.
AIP
Advanced I/O Processor
alias
See e-mail alias.
AML
See Application Module Link.
ANI
See automatic Number Identification.

Standard 10.12
API
See application program interface.
application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
Application Module Link

An internal protocol used by Contact Center Manager Server to communicate
directly with the switch.
application program interface

A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.
application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.
automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.
automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also automatic call
distribution directory number.

January 2008
automatic call distribution directory number

A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
automatic call distribution group

An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.
automatic call distribution subgroup

An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor
assigned agents.
automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.
auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”
B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

Standard 10.12
BBUA
Back-to-Back User Agent
C call age
The amount of time a call waits in the system before being answered by an
agent.
call destination
The site to which an outgoing network call is sent. See also call source.
Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.
call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call presentation class

A collection of preferences that determines how calls are presented to an agent.
A call presentation class specifies whether a break time between calls is allowed,
whether an agent can put DN calls on hold for incoming ACD calls, and whether
an agent phoneset displays that the agent is reserved for a network call.
call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.

January 2008
Call Request Queue Size

Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.
call source
The site from which an incoming network call originates. See also call
destination.
call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.
call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.
CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.
campaign
See outbound campaign.
CAT
Channel Allocation Table
CCR
customer controlled routing
CDN
See controlled directory number.

Standard 10.12
central processing unit

The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.
centum call seconds

A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.
CLAN
See Customer Local Area Network.
CLAN subnet
See enterprise IP network.
CLID
See Calling Line Identification.
client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available: Server Utility and Contact Center Manager Administration.
See also server.
closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.
command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

January 2008
Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management.
Computer Telephony Integration

An application that enables a computer to control telephone calls.
Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.
Contact Center Agent Desktop

An agent tool that contact center agents can use to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.
Contact Center Manager

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Center Manager Administration server.
Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.

Standard 10.12
Contact Center Manager Server call

A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.
Contact Center Multimedia server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.

The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Contact Center
Manager Server.
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.

January 2008
CSL
Command and Status Link
CTD
See Conditionally Toll Denied.
CTI
See Computer Telephony Integration.
customer administrator
A user who maintains Contact Center Manager.
Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and desktop
clients connects.
Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.
D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.
database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.
DBMS
Database Management System
deacquire
To release an acquired switch resource from the control of the contact center.

Standard 10.12
deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.
default activity code

The activity code assigned to a call if an agent does not enter an activity code
manually, or when an agent presses the activity code button twice on the
phoneset. Each skillset has a defined default activity code.
default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.
denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.
DEP
See Data Execution Prevention.
Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.
desktop user
A configured user who can log on to the Contact Center Manager Server from a
client PC.
destination site
The site to which an outgoing network call is sent. See also source site.
DHCP
See dynamic host configuration protocol.

January 2008
Dial-Up Networking
See Remote Access Services.
Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
DID
Direct Inward Dial
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
directory number call

A call presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.
disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.
Distant Steering Code

Used by the switch to route calls to their intended destination.
Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

Standard 10.12
DMS
Digital Multiplex Switch
DN
See directory number.
DN call
See directory number call.
DNIS
See Dialed Number Identification Service.
DoS
See denial of service.
DP
See Designer Patch.
DSC
Distant Steering Code
DTMF
Dual Tone Multi Frequency
Dual Tone Multi Frequency

A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.
DVMRP
See Distance Vector Multicast Routing Protocol.
dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

January 2008
dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.
E EBC
See equivalent basic calls.
EIU
Ethernet Interface Unit
ELAN Subnet
See embedded local area network.
e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases is forwarded to the general@magscripts.com
mailbox. To route e-mail differently depending on the alias to which it is
addressed, create a recipient mailbox as an alias in the Contact Center
Multimedia Administrator application and then create routing rules based on the
alias.
e-mail message contact

An incoming e-mail message handled intelligently using rules to route a contact
according to a skillset, send an auto-response, or close the contact.
e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your contact center (outputs).
embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Standard 10.12
Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.
enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.
equivalent basic calls

A measure of the telephone switch CPU real time required to process a basic
call. See also basic call.
event
1. An occurrence or action on Contact Center Manager, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.
expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.
F FCTH
See Flow Control Threshold.
filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site before that site is filtered out of a routing table.
firewall
A set of programs that protects the resources of a private network from external
users.

January 2008
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.
G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
GOS
See grade of service.
grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.
H HDX
See Host Data Exchange.
Host Data Exchange

A rich scripting language provided with Contact Center Manager to control
treatment of calls.

Standard 10.12
HTTP
See Hypertext Transfer Protocol.
hundred call seconds

See centum call seconds.
Hypertext Transfer Protocol

The set of rules for transferring data on the World Wide Web.
I ICM
See Intelligent Call Manager.
IGMP
See Internet Group Management Protocol.
Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager calls are presented.
Integrated Services Digital Network

A set of standards for transmitting digital information over ordinary telephone
wire and other media.
Integration Package for Meridian Link

A feature that integrates an IVR system with a switch.
Intelligent Call Manager

A high capacity contact center TCP/IP interface to the switch that enables the
exchange of messages between the switch and a remote host computer.
Interactive Voice Response

An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.
Interactive Voice Response ACD-DN

A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.

January 2008
Interactive Voice Response event

A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or deacquires a voice port.
Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use TCP/
IP to route messages based on the IP address of the destination. For customers
using NSBR, site IP addresses must be unique and correct. The format of an IP
address is a 32-bit numeric address written as four values separated by periods.
Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
IP address
See Internet Protocol address.
IPML
See Integration Package for Meridian Link.
ISDN
See Integrated Services Digital Network.
IVR
See Interactive Voice Response.

Standard 10.12
IVR ACD-DN
See Interactive Voice Response ACD-DN.
IVR event
See Interactive Voice Response event.
IVR port
See voice port.
L LAN
See local area network.
Line of Business code

See activity code.
LOB code
See activity code.
local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers and are confined to a single building or
group of buildings.
local call
A call that originates at the local site. See also network call.
local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.
logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

January 2008
M M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
mailbox
See recipient mailbox.
Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIB)
contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script, primary script, script, secondary script.
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).

Standard 10.12
Media Application Server

A programmable media endpoint in a SIP signaling network that acts as a SIP
user agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. The Media Application Server delivers
programmable customized intelligent media services to those sessions using
text, voice, and video initially, with extensibility to other media and information
types as the applications grow.
mean time between calls

The average time between presentation of calls to an agent.
Meridian Link Services

A communications facility that provides an interface between the switch and a
third-party host application.
Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.
Meridian MAX
A Nortel product that provides call processing based on ACD routing.
MHT
See mean holding time.
MIB
See Management Information Base.
MLS
See Meridian Link Services.
MM
See Meridian Mail.
MOSPF
See Multicasting Extensions to Open Shortest Path First.

January 2008
MTBC
See mean time between calls.
Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.
Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N NACD call
A call that arrives at the server from a network ACD-DN.
NAT
See Network Address Translation.
NCC
See Network Control Center.
NCRTD
See Network Consolidated Real-Time Display.
Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

Standard 10.12
network call
A call that originates at another site in the network. See also local call.
Network Consolidated Real-Time Display

A real-time display containing data from more than one Contact Center Manager
Server. This data is consolidated by Contact Center Manager Administration.

The server on a Contact Center Manager system where Network Skill-Based
Routing is configured and where communication between servers is managed.
network interface card

An expansion board that enables a PC to connect to a local area network (LAN).
network script
The script executed to handle error conditions for Contact Center Manager
Server calls forwarded from one site to another for customers using NSBR. The
network script is a system-defined script provided with Contact Center Manager,
but it can be customized by an authorized user. It cannot be deactivated or
deleted. See also Master script, primary script, script, secondary script.
Network Skill-Based Routing

An optional feature with Contact Center Manager Server that provides skill-
based routing to multiple networked sites.
network skillset
A skillset common to every site on the network. Network skillsets must be
created at the Network Control Center (NCC).
night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

January 2008

The subnet to which the Nortel servers, such as Contact Center Manager Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
Nortel VPN Router Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
NPA
See Number Plan Area.
NSBR
See Network Skill-Based Routing.
Number Plan Area

Area code
O object linking and embedding

A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.
ODBC
See Open Database Connectivity.
OEM
Original equipment manufacturer
Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.
OLE
See object linking and embedding.

Standard 10.12
Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.
Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.
Optivity Telephony Manager

A Nortel application used for switch management.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.
Outbound Campaign Management Tool

An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into out-
of-service mode manually. See also night mode, transition mode.
out-of-service skillset
A skillset not taking any new calls. While a skillset is out of service, incoming
calls cannot be queued to the skillset. See also local skillset, network skillset,
skillset.

January 2008
P patch
See Designer Patch.
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.
Performance Enhancement Package

Now known as Designer Patch. See Designer Patch.
personal directory number

A DN on which an agent can be reached directly, usually for private calls.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
PIM
See Protocol Independent Multicast.
Platform Vendor Independence

A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.

Standard 10.12
Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script, script, secondary script.
priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.
private branch exchange

A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally available
on the public network.
Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.
PSTN
See public switched telephone network.
public switched telephone network

The international network of private and government-owned voice-oriented
public telephone networks.

January 2008
R RAID
See Redundant Array of Intelligent/Inexpensive Disks.
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
Real-time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.
recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).
recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.
Redundant Array of Intelligent/Inexpensive Disks

A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.
redundant server
A Warm Standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

Standard 10.12
relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.
Remote Access Services

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.
round robin routing table

A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.

January 2008
routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
RSM
See Real-time Statistics Multicast.
RSVP
See Resource Reservation Protocol.
rule
See e-mail rule.
S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
contact center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script, primary script, secondary script.
script variable
See variable.
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

Standard 10.12
secondary directory number

A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.
secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network script,
primary script, script.
sequential routing table

A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.
server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
Service Control Manager

A Windows NT process that manages the different services on the PC.
service level
The percentage of incoming calls answered within a configured number of
seconds.

January 2008
service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.
Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.
Service Update Supplementary

A stand-alone Contact Center supplementary software application installed on
top of a specific Service Update (SU). It does not contain the contents of
previous SUs. The next SU includes SUSs built on top of previous SUs. For
example, SUS0301 is installed on top of SU03. SU04 contains SU03 and
SUS0301 (and any subsequent SUSs built on top of SU03). See also Service
Update and Designer Patch.
Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.
Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
management information, which is conveyed through exact specifications
and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

Standard 10.12
SIP
See Session Initiation Protocol.
SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.
SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.
site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.
SL-100
Stored Logic 100 switch
SNMP
See Simple Network Management Protocol.
source site
The site from which an incoming network call originates. See also destination
site.

January 2008
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.
SU
See Service Update.
supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
SUS
See Service Update Supplementary.
switch
See telephony switch.
switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.
system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). Users can
customize or deactivate these scripts, but they cannot delete them. These scripts
are the first scripts executed for every local or network call arriving at the
contact center.

Standard 10.12
T TAPI
See Telephony Application Program Interface.
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
TDM
See Time-Division Multiplex.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.
Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

January 2008
time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.
U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.
user-defined script
A script modified by an authorized user on the Contact Center Manager system.

Standard 10.12
utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple scripts
to determine treatment and routing of calls entering Contact Center Manager
Server. See also call variable, global variable.
Virtual Private Network

A private network configured within a public network to take advantage of the
economies of scale and management facilities of large networks.
Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.
Voice over IP
Voice traffic transmitted in digital format using the IP protocol.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
VPN
See Virtual Private Network.
VXML
See Voice Extensible Markup Language.
W WAN
See wide area network.

January 2008
Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.
wide area network

A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.

Standard 10.12

Index RAID 910
setting up remote directory 932
setting up tape 929
business group 107, 284, 558
Numerics
1000t servers 43 C
1001t servers 43 caller accounts, adding 113, 315, 588
1003t servers 43 capacity requirements, calculating for database
1-Wire iButton driver backups 924
installing 225, 427 CCMS server name
40593 event code 985 changing 1073, 1148, 1182, 1206, 1220, 1232,
701t servers 43 1239
702t servers 43 ChangeSOAPSrv utility
running 1153, 1183
changing
A CCMS server
name 1073, 1148, 1182, 1206, 1220, 12
accounts, default 186, 396, 660, 980
32, 1239
Active Server 20
NGenDesign password 187–189, 397–
Active Server, checking disk partition
399, 661–663, 980–982
configuration on 258, 536
NGenDist password 187–189, 397–399, 661–
agent licenses 62
663, 980–982
application ID 107, 284, 558
NGenSys password 399, 663, 982
Application Log passwords 399, 663, 980–982
changing default size of 1029
size of event log 1028
recommended settings for 1029
Changing the IP addresses 901
Check Dongle 240, 442
checking
B partitioning on the Active Server 258, 536
backing up database 261, 538 RAM size 259, 537
checklist for 920 checklist
to remote directory 264, 541 post-installation 181
to tape 262, 539 server installation software 102, 250
variables affecting speed 913 CLAN
backup tapes 265, 542, 918 setting TCP/IP parameters
rotating 919 for 291, 452, 508, 565
backup types 912 client license, pcAnywhere 312, 585
backup.log file, checking for errors after remote computer name 290, 451, 507, 564
backup 276, 481, 491, 500, 703, 854, matching with DNS host name 301, 574
931, 943 synchronizing 1075, 1112
backups configuring
database 908 NMS 1033
full 909 SNMP 1031–1033
options for 261, 538 Contact Center Manager Server

Index Standard 10.12
accessing utilities in 1036 setting up tape 929

optional features in 19 tape drive requirements for 918
options for uninstalling software 1044 tape vs. remote directory 928
preparing for remote directory variables affecting speed 913
backup 494, 936 when to use 908
uninstalling server software 1044 database events 1030
utilities in 1036 database expansion
conversion usage column entry meanings in 1037
materials required for 253, 531 Database Expansion utility 1037
Corporate licensing 55 about 1036
critical event, severity level 1027 reserving partition for non-database
customer number 106, 283, 557 use 1037, 1038
database information, importing from Platform
Recovery Disk 958
D database integrity check
performing on Active Server 255, 533
daily maintenance and backups 909 database restore
database from remote directory
backing up on original Release 3.0 or Release backup 484, 706, 857, 963
4.0 server 261, 538 from tape backup 482, 704, 855, 961
backing up to remote directory 264, 541 from third-party backup 975
backing up to tape 262, 539 options for 261, 538
configuring by importing data from Platform variables affecting speed 913
Recovery Disk 967 Database Restore utility 1040
options for uninstalling software 1044 Date and Time Settings
recovery of 955 window 290, 451, 507, 564
reinstalling software 1057 DBSpace utility 924
removing 1050 default user accounts 186, 396, 660, 980
restoring 1040 disk partition configuration
segmentation problems found checking on Active Server 258, 536
in 212, 279, 553, 923, 973 worksheet 259, 537
uninstalling software 1044 disk partitioning 47
database backups 912 DNS host name
and daily maintenance 909 matching with computer name 301, 574
best practices 910 documents in Contact Center 29
calculating capacity requirements for 924 dongle keycodes
creating and sharing remote directory entering 240, 442
for 268, 493, 545, 936
files created during remote directory 933
network requirements for 265, 542
options for 261, 538
E
partitions for third-party 1037, 1038 ELAN
performing on Active setting TCP/IP parameters for 291, 565
Server 272, 477, 548, 699, 850 ELAN IP address
preparing network computer for remote 935 switch 106, 283, 557
setting up remote directory 265, 542, 932 emergency license file 91

January 2008 Index
entering a keycode 239, 441

ESPL web site 33
I
Event Browser 1026 information event, severity level 1026
event code 40593 985 information, platform recovery disk 280, 554
event filtering, overriding 1031 installation methods for Contact Center Manager
event logging 102, 250 Server 101, 249
event logs installing
changing size of 1028 1-Wire iButton drivers 225, 427
default size 1028 LinkPlexer 236, 438
Event Viewer 1026, 1030 PEPs on server 868
events Service Update Packs on server 868
critical 1027 IP addresses
database 1030 for RSM server 109, 286, 560
information level 1026 routers 107, 284, 558
major 1027 switch 107, 284, 558
MAS debug 1030 IP multicast addresses
minor 1027 modifying 214, 416, 681
overview 1026 valid for multicasting 218, 421, 685
server 985 IUSR_SWC account
severity of 1026 resetting to reflect a new computer
wraparound of 1028 name 1153, 1184
experience required 28
extended partitions 48
K
F keycode
entering 239, 441
feature licenses 62 Keycode Tracker 240, 442
full backups 912 knowledge required 28
when to use 909
L
G latest updates to software 33
guidelines license
third-party backup software 946 Open Networking 62
Open Queue 62
Outbound 63
H Report Creation Wizard 63
Standby Server 63
hardware license file
and the Microsoft Hardware Compatibility changing 75
list 47 corporate license file 58
head-cleaning kit 918 nodal license file 59
High Availability platforms 43 reading 59
host PC, configuring pcAnywhere 115, 316, 589 license identifier
CS 1000/Meridian 1 server 64

CS 2x00/DMS server 64
Mixed Corporate Node 65
SIP server 65
license identifiers 66
License Manage
port number 78
N
License Manager 66 network computer, preparing for remote
shutting down 75 directory backup 267, 544, 935
licenses network connection
agents 62 testing 281, 555
Licensing Modes window 290, 451, 507, 564 Network Management System. See NMS
link set name 107, 284, 558 network node ID 107, 284, 558
LinkPlexer network requirements, for remote database
installing 236, 438 backups 265, 542
local security settings, setting up on Standby Networking Components
Server 496, 938 window 291, 452, 508, 565
Networking Settings window 290, 451, 507, 564
NGen MIB, format of 1033
NGenDesign account 187, 397, 661, 980
M changing password for 16, 186, 187–
maintenance, server utilities 1035 189, 396, 397–399, 660, 661–663, 980–
major event, severity level 1027 982
MAS debug events 1030 configuring for remote access 190, 400, 664
MIB files 1033 NGenDist account 186, 396, 660, 980
format of NGen MIB 1033 changing password for 187–189, 397–
Microsoft Hardware Compatibility list 47 399, 661–663, 980–982
Microsoft updates 978 configuring for remote access 190, 400, 664
minor event, severity level 1027 password on server 16, 186, 396, 660
modem NGenSys account 186, 396, 660, 980
configuring for remote changing password for 399, 663, 982
access 295, 456, 512, 569 configuring for remote access 190, 400, 664
Modem Dialing Information NMS, configuring 1033
window 290, 451, 507, 564 Nodal licensing 53
MPL web site 33 Nortel Contact Center Security Template 1019
mRcv.ini file applying in a domain 1024
modifying 222, 424, 689
sample of 223, 425, 690
multicast rates
activating changed 220, 422, 687
O
changing 219, 422, 686 operating system
Multicast Receive utility 222, 424, 689 configuring for remote access 305, 578
configuring 222, 424, 689 optional features 19
P
package licenses 61

January 2008 Index
partitioning RAM size

checking on the Active Server 258, 536 checking on Active Server 259, 537
disk 47 worksheet 260, 537
partitions recovery
reserving for non-database use 1037, 1038 from remote directory
size of 47 backup 484, 706, 857, 963
passwords from tape backup 482, 704, 855, 961
changing NGenDist and NGenDesign on of database contents 955
server 16, 186, 396, 660 options for 261, 538
default 186, 396, 660, 980 Regional Settings window 289, 451, 507, 563
guidelines for 979 related documents 29
maintaining 399, 663, 980–982 remote access
when to change 979 and NGenSys 190, 400, 664
Patch Manager configuring modem for 295, 456, 512, 569
starting 875 configuring NGenDesign for 190, 400, 664
Patch manager configuring NGenDist for 190, 400, 664
using 876 configuring the operating system
pcAnywhere for 295, 305, 456, 512, 569, 578
protecting settings 983 remote database backups
starting for first time 113, 314, 587 preparing for 268, 545
PEP Viewer utility preparing the network computer for 267, 544
using 1046 worksheet for setting up 266, 543
PEPs Remote Desktop Connection 48
installing on server 868 remote directory
Personalize Your Software backing up the database to 264, 541
window 289, 451, 507, 563 creating and sharing 268, 493, 545, 936
Platform Compliance Check for Platform Recovery
about 43 Disk 212, 279, 553, 973
Platform Recovery Disk setting up for database backups 265, 542
creating on Active Server 277, 551 remote directory backups
importing database information from 958 compared to tape backups 928
information on 280, 554 computer requirements for 265, 542
saving to remote directory 212, 279, 553, 973 files created during 265, 542, 933
using to configure database and software 967 preparing Contact Center Manager Server
platforms for 494, 936
supported 42 preparing network computer for 935
post-installation checklist 181 setting up 932
primary partitions 48 testing the configuration of 944
PVI worksheet for setting up 934
requirements 43 remote directory restore
testing the configuration of 944
remote restore settings, completing on Standby
R Server 497, 940
Replication Server 20
RAID backups 912 required experience 28
when to use 910

requirements Stable Queue 49

network for remote backups 265, 542 Standby Server 20, 258
remote computer for database disk partitioning 47
backups 265, 542 hardware specifications 43
server installation software 102, 250 installing
tape drive 918 Standby Server 334, 602
third-party backup software 946 preparing for database backups 489
restoring Replication Server
database 1040 maintaining 883
RSM stopping 775, 833, 893
modifying settings 214, 416, 681 Replication Server Monitor 885
testing 222, 424, 689 setting up 38
RSM server, IP address 109, 286, 560 Stable Queue
RSM service, activating modifications adding partitions 898
to 220, 423, 687 expanding 899
RTD Multicast Configuration Standby Server database 22
utility 215, 418, 682 switching over 717
RTD Multicast Controller utility 215, 417, 682 using 37
Warm Standby configuration
removing 775, 833, 893
S setting up 472, 694
statistics
SCCSDBSpace view 925 License Manager 95
SDP service super PEPs. See Service Update packs
starting and stopping 215, 417, 682 supported platforms 42
secure caller accounts 113, 315, 588 SUs. See Service Update packs
security 977–985 suspicious activity 985
security auditing 985 synchronizing
server computer name 1075, 1112
user accounts on 186, 396, 660, 980
server software
reinstalling 1057
server utilities 1035
T
service ID 107, 284, 558 tape
Service Update packs 868 using for database backups 262, 539
removing all installed from server 876, 1046 tape backups
Service Update packs, installing on server 868 benchmark statistics for 913
service version 107, 284, 558 compared to remote directory backups 928
severity, of events 1026 setting up 929
size tape drives 918
event log, changing 1028 requirements for 47, 918
SNMP tape rotation 919
configuring 1031–1033 TCP/IP parameters
configuring to forward traps to NMS 1031 setting for CLAN 291, 452, 508, 565
software setting for ELAN 291, 565
options for uninstalling 1044

January 2008 Index
testing configuration of remote directory backup creating on network computer 267, 544
and restore 944 setting up on Standby
third-party backup, using to recover the Server 269, 494, 545, 937
database 975 workgroup name
third-party software adding 292, 453, 509, 566
guidelines for backup 946 Workgroup or Computer Domain
Time To Live value, modifying 214, 416, 681 window 292, 453, 509, 566
timing 101, 249 worksheet
Tracker disk partition configuration 259, 537
components 240, 442 RAM size 260, 537
TTL. See Time to Live setting up remote directory backups 934
U
uninstalling
server software and database 1044
updates
Microsoft 978
usage column entry meanings 1037
user access rights, configuring
pcAnywhere 113, 315, 588
user accounts on server 186, 396, 660, 980
utilities
accessing 1036
Database Expansion 1036, 1037
Database Restore 1040
in Contact Center Manager Server 1036
Multicast Receive 222, 424, 689
Platform Compliance Check 43
RTD Multicast Configuration 215, 418, 682
RTD Multicast Controller 215, 417, 682
V
virtual memory
checking
settings 294, 295, 455, 456, 511, 512,
568, 569
W
web site addresses 33
Windows Event Viewer 1030
Windows user account


Reader Response Form
Standby Server
Release 6.0
Tell us about yourself:

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If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
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Please return your comments by fax to 353-91-756050, or mail your comments to
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Copyright © 2006-2008 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 Standby Server 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.
Publication number: 297-2183-219

Product release: 6.0
Document release: Standard 10.12
Date: January 2008
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

Installation & Maintenance Guide For The Standby Server

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297-2183-219

Contact Center Manager Server

Release 6.0 Standard 10.12 January 2008

Publication number: 297-2183-219

Copyright © 2006-2008 Nortel Networks. All Rights Reserved.

Part 1 General information 35

2 Contact Center Standby Server requirements 37

Installation and Maintenance Guide for the Standby Server v

Part 2 Install the server software 97

4 Install the Active Server software 99

5 Install and configure the Standby Server 247

vi Contact Center Standby Server

6 Add a Standby Server to an existing CCMS

Installation and Maintenance Guide for the Standby Server vii

Step 3. Verify Standby Server feature is enabled . . . . . . . . . . . . . . . . . . . . 527

Part 3 Switch over the servers 715

7 Switch over to the Standby Server 717

viii Contact Center Standby Server

Section A: Option One switchover 725

8 Restart replication 843

Part 4 Appendixes 865

A Install and uninstall patches 867

B Maintain the Replication Server 883

Installation and Maintenance Guide for the Standby Server ix

C Back up data 907

D Restore data 953

E Manage security 977

F Work with alarms and events 1025

G Use server features 1035

x Contact Center Standby Server

I Reserved Standby Server names 1067

J Change the names or IP addresses of servers 1071

Installation and Maintenance Guide for the Standby Server xi

xii Contact Center Standby Server

Installation and Maintenance Guide for the Standby Server 13

New in this release

14 Contact Center Standby Server

Expanded procedure for changing the server IP address

This change applies to Appendix B, “Maintain the Replication Server.”

Post-switchover tasks updated

This change applies to Chapter 7, “Switch over to the Standby Server.”

Installation and Maintenance Guide for the Standby Server 15

Install Windows Server 2003 updated

Backup and restore subprocedures added

Steps added to new postinstallation sections

New change server name and IP address appendix

16 Contact Center Standby Server

Added a procedure for upgrading from Nodal to Corporate licensing

Added new procedure for uninstalling License Manager

Microsoft security guidelines added

Updated Change of IP Address appendix

Installation and Maintenance Guide for the Standby Server 17

Who should read this guide

18 Contact Center Standby Server

Installation and Maintenance Guide for the Standby Server 19

About Standby Server

The Standby Server feature includes the following:

The Contact Center Standby Server feature supports a Warm Standby

20 Contact Center Standby Server

Installation and Maintenance Guide for the Standby Server 21

You configure this option on the Replication Server.

Alarms and events