NCCM AdministrationTech Requirements and OS Config

297-2183-213
Nortel Contact Center Manager

Administration
Technical Requirements and Operating System Configuration
Guide
Product release 6.0 Standard 6.02 September 2007

Nortel Contact Center Manager Administration
Guide
Publication number: 297-2183-213

Product release: 6.0
Document release: Standard 6.02
Date: September 2007
Copyright © 2007 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 Enterprise Solution and
Contact Center Manager Administration is proprietary to Nortel. 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
trademarks.
*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200,
DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN,
IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity,
Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000),
Supernode, and Symposium are trademarks of Nortel.
3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation.
ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and
POSTSCRIPT are trademarks of Adobe Systems Incorporated.
APACHE is a trademark of Apache Micro Peripherals, Inc.
InterSystems Caché is a trademark of InterSystems Corporation.
CITRIX is a trademark of Citrix Systems, Inc.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer
Corporation.
NOVELL is a trademark of Novell, Inc.
WINZIP is a trademark of Nico Mak Computing, Inc.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation.
VISIBROKER is a trademark of Visigenic Software, Inc.
UNIX is a trademark of X/Open Company Limited.
September 2007 Contents
Contents
1 Getting started 7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 12
Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
2 Server requirements 29
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . 45
Server performance requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
3 Client PC requirements 51
Client hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Client software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Client backward compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Multiple applications and the Contact Center Manager Client. . . . . . . . . . . . 59
4 Installing and configuring the server operating system 61

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Install and configure Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . 64
Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Apply security patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Install Internet Information Services with SMTP and ASP.NET. . . . . . . . . . 80
5 Other configuration tasks 83

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Technical Requirements and Operating System Configuration Guide v

Contents Standard 6.02
Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 85

Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
6 Optional system components 97

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Install antivirus software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Install other utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Index 105
vi Contact Center Manager Administration

Chapter 1
Getting started
In this chapter
New in this release 8
Overview 10
About Contact Center Manager Administration 12
Network components 17
Related documents 22
Skills you need 25
How to get help 26
Technical Requirements and Operating System Configuration Guide 7

Getting started Standard 6.02
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
Administration Technical Requirements and Operating System Configuration
Guide (297-2183-213) for release 6.02.
“Features” on page 8
“Other changes” on page 8
Features
See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information
This is a new guide that describes what must be done to a new server before the
Contact Center Manager Administration server software is installed. It contains
the following sections from the Contact Center Manager Administration
Installation and Maintenance Guide:
“About Contact Center Manager Administration” on page 12
“Server hardware requirements” on page 31
“Disk partitioning requirements” on page 36
“Port usage” on page 41
“Install and configure Windows Server 2003” on page 64
“Configure Data Execution Prevention” on page 76
Other changes
See the following sections for information about changes that are not feature-
related.
“Data Execution Prevention” on page 9
“Modem requirements” on page 9
8 Contact Center Manager Administration

September 2007 Getting started
Data Execution Prevention

The section “Configure Data Execution Prevention” on page 76 contains
updates.
Modem requirements
The section “Application server hardware requirements” on page 32 contains
updates to modem requirements.

Overview
This guide describes the prerequisites for installing Contact Center Manager
Administration 6.0 and provides information and procedures to help you
complete the following tasks:
understanding the hardware requirements for a Contact Center Manager
Administration Release 6.0 server platform
installing and configuring the Windows Server 2003 Enterprise or Standard
Edition operating system
Before you read this guide, Nortel recommends that you read the Contact Center
Planning and Engineering Guide and the Contact Center Installer’s Roadmap.
Who should read this guide

This guide is intended for:
Nortel installers and distributors who are responsible for installing and
configuring Contact Center Manager Administration
administrators who are responsible for monitoring and maintaining the
Contact Center Manager Administration server
Access rights
This guide assumes that you have administrator access rights to perform the
procedures in this guide. You must log on to the server with Administrator
privileges to install the server software and run the server utilities.
Multiple Administrator accounts and installation

It is important to take note of the Administrator account that you use to install
Contact Center Manager Administration software, Service Updates, Service
Update Supplements, or designer fixes and patches. If you have multiple
Administrator accounts, you must ensure that you always use the same
Administrator account to install or uninstall Contact Center Manager
Administration software, Service Updates, Service Update Supplements, or

designer fixes and patches. If you attempt to install or uninstall Contact Center
Manager Administration, future Service Updates, Service Update Supplements,
or designer fixes and patches using a different Administrator account, the
installation or uninstallation will fail.
Timing
The following installation times provide guidance on the time required for
software installation.
Preinstallation (including operating system installation/configuration): 2
hours
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based 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

About Contact Center Manager Administration
Contact Center Manager Administration is a browser-based tool for contact

center administrators and supervisors. You can use Contact Center Manager
Administration to configure and contact center resources, call flows,
components, activities. You can also use Contact Center Manager
Administration to define access levels to data and provide dynamic reporting to
fit your enterprise business needs.
Contact Center Manager Administration components

Contact Center Manager Administration is comprised of the following
components:
Contact Center Management
Access and Partition Management
Configuration
Scripting
Real-Time Reporting
Historical Reporting
Report Creation Wizard
Outbound
Emergency Help
Audit Trail
Agent Desktop Display
Contact Center Management

Use Contact Center Management to add, edit, view, or delete:
users (agents, supervisors, or supervisor/agents) on a server in Contact
Center Manager Server
agent to supervisor assignments
agent to skillset assignments

Access and Partition Management

Use Access and Partition Management to add, edit, view, or delete:
users
partitions
access classes
report groups for Historical Reporting
In Access and Partition Management, administrators can grant and restrict

access to Contact Center Manager Administration components and data by
defining users and access classes.
Configuration
Use the Configuration component to configure and administer Contact Center
Manager Server.
You can use the CS1000 (M1) Data Extraction Tool to extract configuration
data from the CS 1000 PBX switch, and then upload that data to the Contact
Center Manager Server by using Contact Center Manager Administration
Configuration spreadsheets. For more information, see the Contact Center
Manager Administrator's Guide. Note that the CS1000 Data Extraction Tool is
intended for use with the CS 1000 PBX switch only; it does not support the
CS 1000 Internet Enabled switch.
If you are on-site configuring a customer’s contact center, you can upload your
Contact Center Manager Configuration Tool spreadsheets by using the
Configuration component of the customer’s Contact Center Manager
Administration application.
Scripting
The Contact Center Manager Server uses scripts to route calls. With the
Scripting component, you can create and modify call routing instructions for
your contact center using the following components:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference

You can also apply thresholds to your applications, and edit application
threshold classes using the Scripting component.
The Scripting component also includes a validation tool that checks your scripts
for errors before they run.
Real-Time Reporting
Use the Real-Time Reporting component to view call activity information. Real-
time displays are available for both single node and multinode sites.
The following standard Real-Time Reporting displays are pre-configured in

Contact Center Manager Administration:
six standard real-time displays for a single-node Contact Center Manager
Server site
three standard real-time displays for multinode (or networked) Contact
Center Manager Server sites
Historical Reporting
Use Historical Reporting to obtain standard reports about the past performance
of the contact center, contact center configuration data, and Access and Partition
Management configuration data of the Contact Center Manager Administration
server.
You can generate many different types historical reports:

Standard reports
Agent properties, CDN properties, and so on
Summarized historical reports for a specific interval of time
Detailed reports for specific events that have occurred in the contact
center
and more
Report Creation Wizard reports imported from the Report Creation Wizard
component
User defined reports created from standard reports to run as ad-hoc and
scheduled reports
User created reports (created using Crystal Reports) imported to Contact
Center Manager Administration

Access and Partition Management configuration reports for the Contact

Center Manager Administration server
Access classes, report groups, users, user defined partition reports
Report Creation Wizard

Report Creation Wizard is a reporting feature that you can access through the
main Historical Reporting interface. You can use the wizard to create, maintain,
and modify customized ad hoc reports through a user-friendly interface.
After you create reports with Report Creation Wizard, you can work with the
reports in the Historical Reporting component, and use the same access
permissions, partitions, and filters that you use with any other report. You can
also use the Historical Reporting interface to schedule reports that you create
with Report Creation Wizard.
Emergency Help
The Emergency Help feature is a notification panel on the browser whereby
supervisors are alerted when an agent presses the Emergency key on their
phoneset.
Agents press the Emergency key when they require assistance from the
supervisor (for example, if a caller is abusive). The Emergency Help panel
displays information about the agent, including the agent’s name and location,
and displays the time when the Emergency key was pressed.
Audit Trail
Audit Trail records the actions performed in Contact Center Management,
Access and Partition Management, Historical Reporting, Scripting, and
Configuration. The Audit Trail also identifies the user ID of the person who
made the changes.
Agent Desktop Display

Agent Desktop Display provides real-time skillset monitoring to agents. For
example, you can configure Agent Desktop Display to inform agents of the
number of calls in queue and the average call wait time.
Agent Desktop Display is a by-product of Contact Center Manager

Administration installed on the agent workstation. It is not launched or installed
from the Contact Center Manager Administration server.

Outbound
Use the Outbound Campaign Management Tool to create, modify, and monitor
outbound campaigns. You can use this tool to define campaign parameters,
import and review call data, create agent call scripts, and monitor campaign
results.
The Agent Desktop interface for Outbound runs on the agent desktop during
campaigns. This interface presents outbound contacts to agents, provides agents
with preview dial capability, displays agent call scripts (if configured), and
saves disposition codes and script results.

Network components
This section describes the data network components of Contact Center Manager
Administration. For more information about the network components of the
entire Contact Center 6.0 product suite, consult the Contact Center Planning
and Engineering Guide.
The data network components of Contact Center Manager Administration are:
Nortel server subnet

A network card for the Nortel server subnet connects Nortel systems to the
customer’s internal Ethernet LAN.
Contact Center Manager Server

The Contact Center Manager Server controls the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases. For information about installing and
configuring the Contact Center Manager Server, see the Contact Center
Manager Server Installation and Maintenance Guide.
Contact Center Manager Administration server

The Contact Center Manager Administration server is the middle layer that
communicates with the Contact Center Manager Server and makes information
available to the client machines. This guide provides you with the preinstallation
requirements for Contact Center Manager Administration. After reading this
guide, for information about installing and configuring the server software for
Contact Center Manager Administration, see the Contact Center Manager
Administration Installation and Maintenance Guide.
Contact Center Manager Clients

Contact Center Manager clients employ a Web-based browser to connect with
the Contact Center Manager Administration server. The clients administer the
server and monitor contact center performance. For information about installing
and configuring the clients, see the Contact Center Manager Administration
Installation and Maintenance Guide.

In Contact Center Manager Administration, the client, the Contact Center

Manager Administration server, and the Contact Center Manager Server can all
be co-resident on the same server. For more information about co-residency, see
the Contact Center Manager Server Installation and Maintenance Guide for the
Co-resident Server.
Network architecture
Depending on your requirements, you have four basic configuration options for
your Contact Center Manager Administration server and Contact Center
Manager Server components.
Option 1. Single node (with no Contact Center Manager

Administration redundancy)
In the single node configuration with no Contact Center Manager
Administration redundancy, you have one Contact Center Manager
Administration server associated with each Contact Center Manager Server.
HDX Application
Customer LAN
Server
Call Server
ELAN Subnet
Media
Gateway
Signaling CCMS CCMA
Server Client PC
VGMC
VGMC
VGMC
Routing Firewall
Switch (Optional) Client PC
Nortel Server Subnet

(Managed Ethernet Switch – for
example, BPS 2000, Baystack 450,
and so on)
VPN
Router
1100
Modem

Option 2: Single node (with Contact Center Manager Administration

server redundancy)
In a single node configuration with Contact Center Manager Administration
redundancy, more than one Contact Center Manager Administration server is
associated with each Contact Center Manager Server. This configuration is
recommended for load balancing and replication.
HDX Application
Customer LAN
Server
Call Server
ELAN Subnet
Media
Gateway
Signaling CCMS CCMA CCMA
Server Client PC
VGMC
VGMC
VGMC
Routing Firewall
Switch (Optional) Client PC

and so on)
VPN
Router
1100
Modem

Option 3. Multinode (with no Contact Center Manager

Administration redundancy)
You can configure your Contact Center Manager Administration server to
manage multiple Contact Center Manager Servers simultaneously. This
capability provides you with a unified view of multiple sites or locations,
enabling you to manage multiple contact centers with a single management
tool—Contact Center Manager Administration.
Multiple Contact Center Manager Administration servers can share the same
user data (or user preferences) by using replication. For information about
replication and the limitations on data sharing, see the Contact Center Manager
Call ELAN
Server Subnet
Media
Gateway Signaling CCMS
Server
VGMC
VGMC
VGMC
Nortel Server
Subnet
VPN
Router
1100
Modem
HDX Application
Customer
Server
LAN
ELAN Call Server

Subnet Media DHCP External
Server
Web Server
Gatew CCMA
ay CCMS
Signal
VGMC
VGMC
VGMC
POP3/SMTP
ing Firewall DNSMail Server
Serve (Optional)
r Enterprise
LAN /
Nortel Server Subnet WAN
DMZ
VPN (Optional)
Router
1100 TACACS or
RADIUS
Modem
PST
Internet Firewall
N
Modem
Remote-Support
Remote-Agent
Call ELAN
Media Server Subnet
Gateway CCMS
VGMC
VGMC
VGMC
Signaling
Server
Nortel Server
Subnet
VPN
Router
1100
Modem

Option 4: Multinode (with Contact Center Manager Administration

redundancy)
If you have multiple Contact Center Manager Servers in your network, you can
implement an additional Contact Center Manager Administration server for
better response times. Multiple Contact Center Manager Administration servers
can share the same user data (or user preferences) by using replication. For
information about replication and the limitations on data sharing, see the
Contact Center Manager Administration Installation and Maintenance Guide.
Call ELAN
Server Subnet
Media
Gateway Signaling CallPilot CCMS CCMA CCT
Server
VGMC
VGMC
VGMC
Nortel Server
Subnet
VPN
Router
1100
Modem
HDX Application
Customer
Server
LAN
Call Server ELAN

Subnet DHCP External
Media Server Web Server
CallPilot OTM CCMA CCMM
Gateway CCMS NCC CCT
Signaling
VGMC
VGMC
VGMC
Server Firewall POP3/SMTP

DNS Mail Server
(Optional)
Enterprise
LAN /
Nortel Server Subnet WAN
DMZ
VPN (Optional)
Media Servers
Router
1100 TACACS or
Gateways RADIUS
Modem
PST
Internet Firewall
N
Modem
Remote-Support
Remote-Agent
Call ELAN
Media Server Subnet
Gateway CallPilot CCMS CCMA CCT
VGMC
VGMC
VGMC
Signaling
Server
Nortel Server
Subnet
VPN
Router
1100
Modem

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 Contact Center Planning and 297-2183-934

engineering guidelines, 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 Contact Center What’s New in 297-2183-903
portfolio Release 6.0
Required installation Contact Center Installer’s Roadmap 297-2183-226

and server data (see the PIC section of the Nortel Web
site at www.nortel.com/pic)
Switch configuration Contact Center Communication 297-2183-931

Server 1000/Meridian 1 and Voice
Processing Guide
Contact Center Manager Switch 297-2183-937

Guide for Communication Server
2X00/DMS
SIP Contact Center Switch 297-2183-962

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

configuration and Technical Requirements and
requirements Operating System Configuration
Guide

Contact Center Manager Server 297-2183-944

Technical Requirements and
Operating System Configuration
Guide for the co-resident server
Contact Center Manager 297-2183-213

Administration Technical
Requirements and Operating System
Configuration Guide
Communication Control Toolkit 297-2183-215
Server Technical Requirements and
Guide
Contact Center Multimedia Server 297-2183-214
Technical Requirements and
Guide
Contact Center 6.0 Security Guide

Contact Center Portfolio Service
Packs Compatibility and Security
Hotfixes Applicability List
Installation, upgrades, Contact Center Manager Server 297-2183-925
migration, and Installation and Maintenance Guide
maintenance
Contact Center Manager 297-2183-926
Administration Installation and
Maintenance Guide
Communication Control Toolkit 297-2183-946

Installation and Maintenance Guide
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 Contact Center Manager Scripting 297-2183-930

1000/Meridian 1 PBX
Contact Center Manager Scripting 297-2183-936

2X00/DMS
Contact Center Manager Database 297-2183-940

Integration User Guide
Networked contact Contact Center Manager Network 297-2183-932

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

centers Administrator’s Guide
Supervising contact Contact Center Manager Supervisor’s 297-2183-928

centers Guide
Contact Center Historical Reporting 297-2183-914

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

Guide

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

Before installing the Contact Center portfolio, you should 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

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 located at

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

located at www.nortel.com/helmsman.
Getting 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

Getting 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 following Web site to obtain the phone
number for your region:
www.nortel.com/callus
Getting 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
Getting 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.


Chapter 2
Server requirements
In this chapter
Overview 30
Server hardware requirements 31
Disk partitioning requirements 36
Server software requirements 37
Port usage 41
Domains and Windows Server 2003 security policies 45
Server performance requirements 46

Server requirements Standard 6.02
Overview
This chapter provides a summary of the hardware and software requirements for
the Contact Center Manager Administration server.

September 2007 Server requirements
Server hardware requirements
Contact Center Manager Administration 6.0 is a software-only product. Contact

Center Manager Administration 6.0 does not include the server and other
required hardware.
Contact Center Manager Administration can reside on any server on which

Windows Server 2003 Enterprise or Standard Edition with the latest supported
service pack is installed. To access Contact Center Manager Administration on
the server, the client PC must have Microsoft Internet Explorer 6.0 with the
latest supported service pack installed.
For information about the service packs that are validated with Contact Center
Manager Administration, see the Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List at www.nortel.com.
All system requirements apply to Contact Center Manager Administration and

the Contact Center Manager Configuration Tool.
Materials
Check that you have the following materials before completing the procedures in
this guide:
Microsoft Windows Server 2003 Enterprise or Standard Edition CD-ROM
the latest service pack for Windows Server 2003 that are validated with
Contact Center Manager Administration. You can obtain this information
from the Contact Center Portfolio Service Packs Compatibility and
Security Hotfixes Applicability List at www.nortel.com.
Hardware platforms
Contact Center Manager Administration Release 6.0 supports hardware that
meets the minimum requirements as described in “Application server hardware
requirements”, 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. For more information, see the
Microsoft Web site at www.microsoft.com.

Backup and disaster recovery

To maximize Contact Center Manager Administration uptime, ensure that your
hardware platform supports your disaster recovery program. Regular system
backups are critical to a disaster recovery program. For more information about
system backups, see the Contact Center Manager Administration Installation
and Maintenance Guide.
Application server hardware requirements

For Contact Center Manager Administration to run properly, the customer-
supplied server must meet the minimum requirements listed in this section.
Specific hardware requirements depend on your contact center size. The table on
page 32 lists both the minimum and recommended requirements. Although
Nortel recommends that you follow the recommended guidelines, the specific
requirements for a contact center vary, based on the number of agents, call rate,
and other factors.
To identify the platform that meets the capacity requirements of your contact
center, use the Capacity Assessment Tool, which is available from the Partner
Information Center (PIC) Web site. You can also consult the Contact Center
Planning and Engineering Guide for expected performance measurements and a
more complete and detailed list of requirements. This document is also available
from the PIC section of the Nortel Web site at www.nortel.com/pic.

Hardware
item Supported Recommended
See Note 1. minimum minimum Additional information
CPU Intel-based CPU 2.8 GHz Single Xeon Pentium IV, Intel Xeon
(Xeon or Pentium or Pentium IV. (32- and 64-bit), and
IV), 2 GHz Note that Contact Intel Xeon DP.
Center 6.0 CapTool Dual- and quad-CPU
must be used to machines are supported
determine with or without
appropriate CPU Hyperthreading enabled.
required. Non-supported
processors include:
Pentium III, Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
RAM 1 GB 2 GB Microsoft recommendation

for swap file size 1.5 x
RAM up to a limit of 4 GB
Hard disk 20 GB of physical 40 GB of physical Disk space is required for

space disk space disk space (80 GB of historical reports saved to
physical disk space disk.
with RAID-1) See Note 2.
Hard disk No specific No specific

partitioning partitioning partitioning
requirements requirements
Hard disk type SCSI, SATA or IDE SCSI or SATA At this time, a SAN
(Storage Area Network)
configuration is not
supported.
Hard disk 7200 RPM > 7200 RPM

speed

Hardware
item Supported Recommended
See Note 1. minimum minimum Additional information
Floppy drive Not required Not required If a floppy disk drive is

installed, it must be A.
DVD ROM one DVD ROM drive one DVD ROM drive
Network one network one network The Nortel server subnet

interface interface card interface card facing network interface
card must be 100 Mb/s
Ethernet.
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 for 33.6 KB/s minimum 33.6 KB/s minimum A modem is required only
remote if you use a modem as your
technical method of access to remote
support technical support
Virtual Private VPN connection VPN connection VPN is required only if you
Network using a Nortel VPN using a Nortel VPN use VPN as your method of
(VPN) for router is router is access to remote technical
remote recommended recommended support
technical
support
Backup/ Backup system for Backup system for

Restore Active Directory and Active Directory and
Microsoft Access Microsoft Access
database backups can database backups can
be to network shared be to network shared
drive. drive.

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: The hard disk space requirement of 20 GB minimum can be explained

as follows. These are approximate figures and vary from contact center to
contact center:
Windows 2003 Server operating system (with a virtual memory of 512 MB
x 1.5), including operating system patches, the page file, and so on:
minimum 4 GB.
Third-party software, such as antivirus software and pcAnywhere, plus the
Contact Center Manager Administration application software: minimum 2
GB.
Historical report storage (based on a contact center with 45 supervisors,
each with 300 MB of storage): minimum 14 GB. (If less storage is required,
you can reduce the minimum disk space below 20 GB.)

Disk partitioning requirements
Because there are no specific guidelines or restrictions regarding the number or

size of the Contact Center Manager Administration server disk partitions for
Contact Center Manager Administration, the person installing the software must
determine the best hard disk configuration for the Contact Center Manager
Administration server.
For example, there can be separate disk partitions for the operating system, the
application software, and the shared folders that are required for exporting
historical reports, or everything can be installed and configured on the same disk
partition.
Nortel recommends that you install the operating system and Contact Center
Manager Administration on an NT File System (NTFS) partition because File
Allocation Table (FAT) partitions do not support security.
Please note the following guide lines for disk partitioning based on disk size
requirements.
The minimum hard disk space requirement of 20 GB can be divided as
follows (These are approximate figures and vary from contact center to
contact center):
Windows 2003 Server operating system (with a virtual memory of 512
MB * 1.5), including operating system patches, the page file, and so on:
Minimum 4 GB.
Third-party software, such as antivirus software and pcAnywhere, plus
the Contact Center Manager Administration application software:
Minimum 2 GB.
Historical report storage (based on a contact center with 45 supervisors,
each with 300 MB of storage): Minimum 14 GB. (If less storage is
required, then you can reduce the 20 GB minimum accordingly.)
Total: Minimum: 20 GB.

Server software requirements
This section describes the software requirements for the Contact Center
Manager Administration server.
Server operating system

The Contact Center Manager Administration server 6.0 requires the Microsoft
Windows Server 2003 Enterprise Edition or the Windows Server 2003 Standard
Edition operating system with the latest supported service pack.
ATTENTION
Contact Center Manager Administration is supported on
Windows Server 2003 Release 2; however, Nortel does not
support the following new optional features provided on
CD 2 of the Windows Server 2003 Release 2 installation
CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Contact Center
Manager Administration on a server with the optional
Windows Server 2003 Release 2 components listed above,
your Contact Center Manager Administration installation will
fail. For information about installing Windows Server 2003
Release 2 without the optional features, or about removing the
optional features from the operating system, see “To install
Windows Server 2003” on page 65.

International versions
supported
Operating system See Note 1. Minimum service pack
Windows 2003 Standard English Latest service pack tested by

Edition, 32-bit French Nortel. See the Contact
See Note 2. Center Portfolio Service
German Packs Compatibility and
Japanese Security Hotfixes
Traditional Chinese Applicability List.
Windows 2003 Enterprise English

Edition, 32-bit French
See Note 2.
German
Japanese
Traditional Chinese
Note 1: The Contact Center Manager Administration language packs are not
available for French, German, Japanese, and Traditional Chinese.
Note 2: 64-bit version is not supported.
Nortel recommends that you do not upgrade your operating system on the
Contact Center Manager Administration server to Windows 2003 from a
previous version of Windows. For example, if your server has Windows NT or
Windows 2000 installed, remove the drive partitions and reformat the hard
drives on the server. Next, perform a new installation of Windows Server 2003
Enterprise or Standard Edition on the server. Installing the operating system on a
clean server eliminates the possibility of carrying over incorrect settings from
the previous Windows installation.
For the purpose of this guide, all references to Windows Server 2003 apply to
Windows Server 2003 Standard Edition and Windows Server 2003 Enterprise
Edition, unless it is explicitly stated otherwise.
For information about installing Windows Server 2003 Enterprise Edition or

Windows Server 2003 Standard Edition, see Chapter 4, “Installing and
configuring the server operating system”.

Service packs and security patches

This section describes recommendations for installing service packs and security
patches.
Service packs
Nortel tests all new operating system service packs for compatibility with its
Contact Center 6.0 product suite. Nortel recommends that customers wait until
Nortel completes compatibility testing before applying new service packs. For a
complete list of service packs that are validated with Contact Center Manager
Administration, see the Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List at www.nortel.com.
Security patches
Because of the number of security patches issued for operating systems, Nortel
recommends that you create a systematic and accountable process for
identifying and applying security patches. For best practices guidelines, refer to
the National Institute of Standards and Technology (NIST) Special Bulletin 800-
40, Procedures for Handling Security Patches.
Nortel incorporates the latest operating system security recommendations and
patches into an integrated solutions testing strategy during each test cycle. For a
complete list of security patches that were tested for compatibility, go to the
Partner Information Center section of the Nortel Web site at www.nortel.com/
pic.

However, because of the urgent nature of security patches, Nortel recommends

that customers follow the Microsoft security recommendations as soon as they
are issued by Microsoft, including following any Microsoft installation and
security patch rollback processes.
ATTENTION
Always perform a full system backup before installing a new
service pack or security patch to allow for system rollback, if
required.
If Contact Center Manager Administration does not function
correctly after applying the service pack or security patch, you
must remove the service pack or security patch. Next, you
must revert to the most recent full system backup before the
service pack or security patch was applied.
Windows Server 2003 licensing

As of the date of publication, client PCs require a Windows Client Access
License (CAL) to access the Windows Server 2003.
Nortel does not provide these CALs. Consult Microsoft for the latest
information. Nortel does not accept any liability for end-user compliance with
Microsoft licensing agreements.

Port usage
The following table lists the TCP/UDP ports that Contact Center Manager
Administration uses with the Contact Center Manager Server. You can use this
information for items such as firewall implementation, or identifying potential
port conflicts within the client PC or the Contact Center Manager
Administration server. To minimize the potential points of failure in a nodal
contact center setting, ensure that the Contact Center Manager Server and the
Contact Center Manager Administration server are on the same subnet.
Port number Functionality Port location
TCP Port 80 for Internet Explorer communication Contact Center Manager

Administration server
TCP Port 443 for secure HTTP communication (only Contact Center Manager
(HTTPS) applicable if SSL is enabled for secure Administration server
Internet Information Services (IIS)
communication)
TCP Ports 389 for proper ADAM functionality. Port 389 Contact Center Manager
and 636 is for LDAP, and port 636 is for SSL. Administration server
While you install Contact Center
Manager Administration on a server that
runs Windows Server 2003, these ports
usually appear by default in the Port
Configuration for ADAM installation
window. If the values 50000 and 50001
appear instead, it means that port
numbers 389 and 636 are already taken.
In this case, you can either accept the
new values, or choose other ports for
security reasons.

TCP Port 3389 for remote desktop connection Contact Center Manager
Administration server.
Remote Desktop Connection
for support purposes. (Only
required if your are using
Remote Desktop Connection
for the remote connection
tool.)
TCP Port 25 for the Historical Reporting component Contact Center Manager
(SMTP) to send e-mail notifications when reports Administration server
are printed and saved
TCP Port 8200 for the Emergency Help component client PC

UDP ports for the Contact Center Manager Contact Center Manager
6020, 6030, Administration server to receive IP Administration server
6040, 6050, multicasting data from Contact Center
6060, 6070, Manager Server (needed for Real-Time
6080, 6090, Reporting and Agent Desktop Display)
6100, 6110,
6120, 6130
UDP ports for the Contact Center Manager client PC

7020, 7030, Administration server to send IP
7040, 7050, multicasting data to client PCs (needed
7060, 7070, for Real-Time Reporting and Agent
7080, 7090, Desktop Display)
7100, 7110,
7120, 7130

UDP ports for the Contact Center Manager client PC

7025. 7035, Administration server to send IP unicast
7045, 7055, data to client PCs. This is an optional
7065, 7075, method of sending the data required for
7085, 7095, Real-Time Reporting. If you do not use
7105, 7115, the multicast method, then you must
7125, 7135 configure the unicast option. You can
also use a combination of the two
methods.
TCP Port used by the Nameservice process located Contact Center Manager
10 000 on the Contact Center Manager Administration server
Administration server (nbnmsrvc.exe), it The default port for the third-
permits communication between the party software, Veritas
Contact Center Manager Administration Backup Exec, is port 10 000.
server and the server in Contact Center This conflicts with the default
Manager Server. port used by the Contact
Center Manager
Administration Toolkit
NameService. To avoid
issues with Contact Center
Manager Administration
functionality when using
Veritas Backup Exec, you
must change the default port
of Veritas Backup Exec to
another port number that is
not being used by the
network.
Default UDP License Manager destination port License Manager

port 3998
Default UDP License Manager client source port License Manager

ports 3999 -
4007

Based on your network configuration and the amount of access to the Contact
Center Manager Administration server that is required (for example, for print
servers and file sharing), you may also need to configure domain trust
relationships and firewalls. For more information about this additional
configuration, consult the Microsoft guidelines on Windows Server 2003
networking.

Domains and Windows Server 2003 security

policies
It is no longer necessary to install the Contact Center Manager Administration

software server as a primary domain controller. This change occurred with the
release of Symposium Web Client 4.5 SU03 for Windows 2003.
It is optional whether the Contact Center Manager Administration software

server is a member of a domain. If you add the server to an existing customer
network domain, you can do this before or after you install Contact Center
Manager Administration. You can join a Windows 2000 or a Windows Server
2003 domain controller. However, you must note that each of these domain
controllers has different security policies that can affect the Contact Center
Because Windows 2000 domain controllers do not have the additional Windows
Server 2003 security policies, when the Contact Center Manager Administration
server is running Windows Server 2003 and you add the server to a Windows
2000 domain controller, you can apply only the Windows 2000 group security
policies that are common to Windows Server 2003. All new Windows Server
2003 security policies that are not available in the Windows 2000 domain
controller must be controlled by the Windows Server 2003 local security policy.
If the server is running Windows Server 2003 and you add the server to a
Windows Server 2003 domain controller, you can define the security policies in
the Organizational Unit (OU) of the Contact Center Manager Administration
server and combine this with the local server security policies for an effective
security setting.
You may need to adjust your group policies for Contact Center Manager
Administration or exclude the Contact Center Manager Administration server
from a specific group policy if conflicts are identified. For more information
about group policies and Contact Center Manager Administration, see the
Contact Center Manager Administration 6.0 Security Guide for Windows Server
2003. This guide is available to distributors and channel partners who have
access to the Partner Information Center Web site (accessible from
www.nortel.com/pic).

Server performance requirements
For information about performance requirements, see the Contact Center

Planning and Engineering Guide.
Multicast LAN/WAN impact

The multicast LAN/WAN impact from the Contact Center Manager
Administration server can be divided into two parts:
nodal real-time display multicast data
network-consolidated real-time display (NCRTD) data
Contact Center Manager Server sends nodal real-time display multicast data to
the Contact Center Manager Administration server. The impact of this data is
described in the Contact Center Planning and Engineering Guide.
The Contact Center Manager Administration server consolidates the multicast

traffic from one or more Contact Center Manager Servers into a single, network
consolidated, multicast stream. This stream is sent from the Contact Center
Manager Administration server to the Contact Center Manager Client PCs
anywhere in the network.
The unicast communication channel can connect the client to the Contact Center
Management Application server to facilitate the running of the network
consolidated displays in circumstances where multicast is not available.
Agent Desktop Display (used by agents for real-time skillset monitoring) and
Emergency Help notifications (used by supervisors to be alerted whenever
agents press the Emergency key on their phoneset) are not available on client
PCs that receive only unicast data. Both of these features require multicast data
transmission.

The Contact Center Manager Administration server processes only multicast

data for Contact Center Manager Servers that you add through the Configuration
component of Contact Center Manager Administration. If there are other
Contact Center Manager Servers in your network that you did not add through
the Configuration interface, then the multicast data from these servers is not
processed in Contact Center Manager Administration and is not included in real-
time reports.
Call ELAN
Server Subnet
Signaling CCMS
Server
Raw data
Nortel Server
Subnet
Consolidated data
Customer
Consolidated data
LAN
Call Server ELAN Client PC

Subnet
CCMS CCMA
Signaling
Consolidated data
Server
Raw data
Enterprise
LAN /
WAN
Internet Firewall
Client PC
Consolidated data
Call ELAN
Server Subnet
CCMS
Signaling
Server
Nortel Server
Subnet
Raw data
In the above diagram, there is one Contact Center Manager Administration

server in the primary node. All the Contact Center Manager Servers send raw
real-time data to the Contact Center Manager Administration server. The
Contact Center Manager Administration server, in turn, sends compressed
consolidated data out to all of the client PCs.

Use the Capacity Assessment Tool to estimate the total LAN/WAN impact of
multicast NCRTD traffic. For more information about the Capacity Assessment
Tool and the LAN/WAN impact, see the Contact Center Planning and
Engineering Guide.
You can also use the Contact Center Manager Administration CPU utilization
analysis spreadsheet to estimate the CPU impact on the Contact Center Manager
Administration server and to estimate the CPU impact from the real-time
displays on the client PC. This spreadsheet is available on the Channel
Readiness portion of the Partner Information Center (PIC) Web site at
www.nortel.com, within the Contact Center Manager Administration section
(you require level 4 access to download this file).
Unicast LAN/WAN impact

In addition to the multicast data that the Contact Center Manager Administration
server sends to the client PCs, it sends unicast real-time data over the Nortel
server subnet to the client PCs that cannot receive multicast data.
This traffic can also be sent over the WAN in response to remote client requests.
The presence of these unicast clients in a Contact Center Manager

Administration configuration causes additional network traffic. Unicast clients
use dedicated point-to-point connections, so each client receives its own data
stream.
Whereas the Contact Center Manager Administration server sends only one
multicast stream to each site that requests multicast real-time data, the Contact
Center Manager Administration server sends multiple streams of unicast real-
time data according to the following rules.
For a particular client PC, the server sends only one stream to support at least
one display of the same data type. There are 12 data streams which include 6
streams for each type of data that is viewed in either of the two data collection
modes (interval to date or moving window), as follows:
6 streams of interval to date data (agent, skillset, application, nodal, IVR,
and route)
6 streams of moving window data (agent, skillset, application, nodal, IVR,
and route)

For example, if the same client opens two Agent/moving window displays, the
server sends only one Agent/moving window data stream.
The size of each data stream is identical to the corresponding multicast stream.
The following diagram shows the single, shared multicast stream, which can
provide data to any number of clients, and the unicast streams dedicated to each
of the unicast clients. To help you estimate the network traffic impact on both
the Nortel server subnet and WAN when deploying the Contact Center Manager
Administration server, you can use the Contact Center Manager Administration
multicast and unicast traffic analysis spreadsheet. This spreadsheet is available
on the Channel Readiness portion of the Partner Information Center (PIC) of the
Nortel Web site at www.nortel.com, within the Contact Center Manager
Administration section (you require level 4 access to download this file).

50
Server requirements
Unicast
Customer LAN
Client PCs
Unicast
Call Server
ELAN Subnet
Signaling CCMS Multicast

Server Client PCs
Realtime Statistics Multicast
[Multicast] CCMA
Routing Firewall
Switch (Optional)
Enterprise
Nortel Server Subnet LAN / WAN
DMZ
and so on)
(Optional)
VPN
Router
1100
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent
Contact Center Manager Administration

Standard 6.02
Chapter 3
Client PC requirements
In this chapter
Client hardware requirements 52
Client software requirements 55
Client backward compatibility 58
Multiple applications and the Contact Center Manager Client 59

Client PC requirements Standard 6.02
Client hardware requirements
The following requirements are applicable to the Supervisor Client machine, but
can also be applied to computers that run Agent Desktop Display.
You can also consult the Contact Center Planning and Engineering Guide for
expected performance measurements and a more complete and detailed list of
requirements.
Hardware Supported Recommended

item minimum minimum Additional information
CPU Intel-based CPU - Intel-based CPU - Pentium IV, Intel Xeon

Pentium II 300 Mhz Pentium III 733 Mhz (32- and 64-bit), and
Intel Xeon DP.
Dual- and quad-CPU
machines are supported
with or without
Hyperthreading enabled.
Non-supported
processors include:
Pentium III, Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
Operating Windows XP and Windows XP and

System Windows 2000 Windows 2000
requirements professional, or professional, or
co-resident with the co-resident with the
Contact Center Contact Center
Manager Manager
Administration Administration
server on Windows server on Windows
2003 server. 2003 server.
RAM 128 MB 256 MB

September 2007 Client PC requirements
Hardware Supported Recommended

item minimum minimum Additional information
Hard disk 4 GB 40 GB 40 GB is recommended

space only when the user wants to
store large reports locally.
Hard disk No specific No specific

partitioning partitioning partitioning
requirements requirements
Hard disk type IDE/SCSI Bus for IDE/SCSI Bus for

hard drives hard drives
Hard disk 7200 RPM > 7200 RPM

speed
Floppy drive Not required Not required If a floppy drive is

installed, it must be letter
A.
DVD ROM one DVD ROM one DVD ROM

drive drive
Network one network one network Nortel recommends that

interface interface card interface card you use a network interface
card that is 100 Mb/s
Ethernet.
Video card one video card and one video card and 800 x 600 pixels minimum
monitor monitor resolution
Keyboard one keyboard one keyboard
Mouse one mouse one mouse
Serial ports one serial port (if one serial port (if
connection of the M1 connection of the M1
Data Extraction Tool Data Extraction Tool
to the M1 switch to the M1 switch
using a serial port is using a serial port is
required) required)

You require 20 MB of available hard disk space for the Agent Desktop Display
component
If you connect to the Meridian 1 PBX switch, you can use either the client PC or
the Contact Center Manager Administration server as long as the system you use
has a serial port. The Meridian 1 PBX Data Extraction Tool is intended for use
with the Meridian 1 PBX switch only; it cannot support the Meridian 1 Internet
Enabled switch.
The Pentium II 300 MHz configuration is adequate for normal operation in

small contact centers (fewer than 50 agents). For more intensive activity and
larger contact centers, a faster processor and additional RAM, or both, improves
performance. For larger contact centers and higher levels of activity, the
minimum platform should be increased accordingly.

Client software requirements
The following table lists the operating system requirements for Contact Center
Manager Administration client.
International versions
Operating system supported (See Note 1) Minimum service pack
Windows 2000 Professional English SP4

French
German
Japanese
Traditional Chinese
Windows XP Professional English SP2
French
German
Japanese
Traditional Chinese
Windows 2003 Standard English Latest service pack tested by
Edition French Nortel. See the Contact
Center Portfolio Service
German Packs Compatibility and
Japanese Security Hotfixes
Traditional Chinese Applicability List.
Windows 2003 Enterprise English

Edition French
German
Japanese
Traditional Chinese
Note 1: Client operating system must be of the same language family as the
Contact Center Manager Administration server.

Client operating system installation and configuration

The following components are required on the Contact Center Manager
Administration client machine:
Microsoft Internet Explorer 6.0 or greater with the latest supported service
pack. For information about the service packs that are validated with
Contact Center Manager Administration, consult the Contact Center
Portfolio Service Packs Compatibility and Security Hotfixes Applicability
List located at www.nortel.com.
Microsoft Excel 2000 Service Release 1a or greater (for Configuration
component only)
(Required only if you install a release earlier than SU04) Microsoft SOAP
Toolkit 3.0 (included on the installation CD)
If you use the client PC to connect to a Contact Center Manager Administration

server that runs Windows Server 2003 and has release earlier than SU04
installed, the client PC must have Microsoft SOAP toolkit 3.0 installed. Also, if
you use the client to view Agent Desktop Display (ADD) through this Contact
Center Manager Administration server, the client must be upgraded to at least
Release 4.5 of the ADD software.
Supervisors who connect to Contact Center Manager Administration on a client

PC that runs Windows Server 2003 or Windows XP must have an ID that is part
of the Power Users group on the client PC to receive the required ActiveX
downloads. For information about adding these users to the Power Users group,
consult Microsoft Windows Help in the appropriate operating system.
Service packs and security patches

This section describes recommendations for service packs and security patches.

Service packs
Nortel tests new service packs for operating systems for compatibility with its
Contact Center 6.0 product suite. Nortel recommends that customers wait until
Nortel completes compatibility testing before applying new service packs. For a
complete list of service packs that were tested for compatibility, see the Partner
Information Center section of the Nortel Web site at www.nortel.com/pic.
ATTENTION
Always perform a full system backup before applying a new
service pack. This will allow you to rollback the system to a
previous state, if required.
Security Patches
Because of the number of security patches issued for operating systems, Nortel
recommends that you create a systematic and accountable process for
identifying and applying security patches. For best practices guidelines, refer to
the National Institute of Standards and Technology (NIST) Special Bulletin 800-
40, Procedures for Handling Security Patches.
Nortel incorporates the latest recommendations for patches and operating

system security into an integrated solutions testing strategy during each test
cycle. For a complete list of security patches that were tested for compatibility,
see the Partner Information Center section of the Nortel Web site at
www.nortel.com/pic.
However, because of the urgent nature of security patches when operating

system vulnerabilities are discovered, Nortel recommends that customers follow
the Microsoft security recommendations as soon as they are issued by Microsoft,
including following any Microsoft installation and security patch rollback
processes.
ATTENTION
To rollback the system to a previous state, if required, always
perform a full system backup before you install a new security
patch.
If Contact Center Manager Administration does not function
correctly after you apply the security patch, you must remove
the security patch and revert to the most recent full-system
backup before you applied the security patch.

Client backward compatibility
When you use the client PC to connect to a server that runs Contact Center
Manager Administration, the system automatically downloads the required
third-party controls onto the client PC. After you upgrade the client PC to Agent
Desktop Display 6.0, you cannot use the client PC to connect to an application
server that is running Symposium Web Client 4.5; you can only a the client PC
with Agent Desktop Display 6.0 to connect to a server that is running Contact
Center Manager Administration 6.0.
If Agent Desktop Display 4.5 is installed on the client PC, you can use Agent
Desktop Display 4.5 to connect to servers that run either Symposium Web Client
4.5 or Contact Center Manager Administration 6.0.
If you use Agent Desktop Display 4.5 to connect to both Symposium Web
Client 4.5 and Contact Center Manager Administration 6.0 servers, do not
upgrade the Agent Desktop Display to Release 6.0 when you receive a prompt to
do so. Upgrading the Agent Desktop Display to Release 6.0 causes
incompatibility between the Agent Desktop Display and Symposium Web
Client 4.5.

Multiple applications and the Contact Center

Manager Client
In Contact Center Manager Administration, the Contact Center Manager Client

PC has the following components:
Internet Explorer 6.0 with the latest supported service pack.
(Required only if you install a version earlier than SU04) SOAP 3.0 merge
module (a Microsoft standard component)
Agent Desktop Display client application
Contact Center Manager Configuration Tool spreadsheets
Meridian 1 PBX Data Extraction Tool
These components can co-reside with the following Nortel products:

Contact Center Manager Server 6.0 or Server Utility
You must have either Contact Center Manager Server 6.0 Client or Server
Utility on at least one client PC in the contact center. However, you cannot
have both applications on the client PC.
Call Pilot Web Administration Client 2.0
Optivity Telephone Manager (OTM) 2.0
i2050 Software Phone
Symposium Web Center Portal Agent Client 4.0
Symposium Web Center Portal Administration/Supervisor Client 4.0
In addition, these components can co-reside with the following Microsoft

products:
Microsoft Office 2000, Office 2003, and XP (You need Microsoft Excel to
use the Contact Center Manager Configuration Tool.)


Chapter 4
Installing and configuring the server

operating system
In this chapter
Overview 62
Install and configure Windows Server 2003 64
Configure Data Execution Prevention 76
Install Internet Information Services with SMTP and ASP.NET 80

Installing and configuring the server operating system Standard 6.02
Overview
You must install Contact Center Manager Administration on a server that runs
Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard
Edition.
ATTENTION
Contact Center Manager Administration is supported on
Windows Server 2003 Release 2; however, Nortel does not
support the following new optional features provided on CD 2
of the Windows Server 2003 Release 2 installation CDs:
If you attempt to perform an installation of Contact Center
Manager Administration on a server with the optional
Windows Server 2003 Release 2 components listed above,
your Contact Center Manager Administration installation will
fail. For details about installing Windows Server 2003 Release
2 without the optional features, or about removing the optional
features from the operating system, see “To install Windows
Server 2003” on page 65.
Enterprise or Standard Edition on the server. Installing the operating system on a
clean server eliminates the possibility of carrying over incorrect settings from
the previous Windows installation.

September 2007 Installing and configuring the server operating system
This chapter includes:

a preinstallation checklist of information that is required during the
installation
the process to install, configure, and verify the parameters for the Windows
Server 2003 installation

Install and configure Windows Server 2003
To install and configure Windows Server 2003 Enterprise or Standard Edition

for Contact Center Manager Administration, see “To install Windows Server
2003” on page 65 for a checklist to use.
Enterprise or Standard Edition on the server using the “Windows Server 2003
installation checklist” on page 66. Installing the operating system on a clean
server eliminates the possibility of carrying over incorrect settings from the
previous Windows installation.
ATTENTION
Agent Desktop Display Release 4.0 is incompatible with
Contact Center Manager Administration. Therefore, you
must first upgrade all client PCs to Agent Desktop Display
4.5 and SOAP 3.0. This upgrade process must be done
manually on each client PC. For details about this
procedure, see the Symposium Web Client Planning,
Installation, and Administration Guide for Release 4.5/
SU05.
You cannot install a non-English version of the operating
system over an English version. Remove the English
operating system before proceeding with the non-English
installation. The presence of two operating systems results
in functionality problems in Contact Center Manager
Administration.
If you install Contact Center Manager Administration on a server co-resident

with Contact Center Manager Server, you must follow the instructions in the
Contact Center Manager Server Installation and Maintenance Guide for the
Co-resident Server to install and configure the operating system. Do not
complete the Windows 2003 installation checklist.

Domain group policies and the Contact Center Manager

Administration server
It is no longer necessary to install the Contact Center Manager Administration
software server as a primary domain controller. This change occurred with the
release of Symposium Web Client 4.5 SU03 for Windows 2003.
For more information about domain group polices, see “Domains and Windows
Server 2003 security policies” on page 45.
To install Windows Server 2003

This information is not a comprehensive walk-through of the operating system’s
installation process. For detailed information about Windows Server 2003 and
how to install it, see the documentation that accompanies the Windows Server
2003 Enterprise Edition or Standard Edition installation CD.
If you install Windows Server 2003 Release 2, do not install or configure the
following new optional features provided on CD 2 of the Windows Server 2003
Release 2 installation CD:
For details about installing Windows Server 2003 Release 2 without the optional
features, see “Windows Server 2003 installation checklist” on page 66. For
details about removing the new optional features from a Windows Server 2003
Release 2 server, see “Add or Remove Programs” on page 72.

application server to Windows 2003 from a previous version of Windows. For
example, if your server has Windows NT or Windows 2000 installed, remove
the drive partitions and reformat the hard drives on the server. Then perform a
new installation of Windows Server 2003 Enterprise or Standard Edition on the
server. Removing the previous operating system eliminates the possibility of
carrying over incorrect settings from the previous Windows installation.
To minimize the risk of postinstallation issues due to misconfiguration, Nortel

recommends that you install the operating system from the original operating
system CD-ROM, following the instructions in the following installation
checklist. If you choose to install the operating system from a disk-cloned
image, then you must ensure that the image is taken from an installation for
which all instructions in the following checklist were followed. Installations
from a disk-cloned image of the operating system, where the instructions in the
checklist were not followed, can result in problems that are difficult to diagnose
and can delay the commissioning of Contact Center Manager Administration.
Windows Server 2003 installation checklist ✓
Set up a partition on the Contact Center Manager Administration server with an ❑

NTFS file system on the partition that will contain the Contact Center Manager
Administration application.
There are no specific guidelines or restrictions regarding the number or size of the
server partitions for Contact Center Manager Administration. The person installing
the software must determine the best hard disk configuration for the Contact Center
Manager Administration server. For example, there can be separate partitions for the
operating system, the application software, and the shared folders that are required for
exporting historical reports, or everything can be installed and configured on the same
partition.
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting
file systems, see your Microsoft Windows Server 2003 documentation for more
information before you perform this procedure. Failure to do so may result in loss of
data.
After creating the partition, the system copies Windows Server 2003 files to the hard ❑
drive. When the copy process is complete, the system restarts.

Regional and Language Options window ❑

To view or change the system for your current geographical region, click
Customize. You can add new languages and change the way dates and numbers
appear.
To view or change your system device settings (mouse, keyboard, monitor, and so
on), click Details.
Personalize Your Software window ❑

Type your name and the name of your organization.
Your Product License Key window ❑

Type the Windows product license key for your installation.
Licensing Modes window ❑

Nortel recommends the following settings in this window:
Click Per Server.
Type 5* in the Concurrent Connections box.

Computer Name and Administrator Password window ❑

1 The system displays a computer name. Change this name to match the computer
name supplied to you by the network administrator.
The computer name can be a unique name of 6-15 uppercase characters (A
through Z), and any of the ten digits 0 through 9.
First character must be alphabetical
No other characters are allowed. For example, the name cannot include any
underscores (_).
Hyphens (-) are only permitted in the computer name of standalone systems. If
you are installing a co-resident system (that is, Contact Center Manager
Administration and Contact Center Manager Server) you cannot use hyphens in
the computer name.
The name cannot be the same as any other computer or domain name in the
network.
2 Type the password for the Administrator account for this computer. You must use
this password when the user name Administrator is used to log on to the computer on
which Contact Center Manager Administration resides.
WARNING
If, at a later date, you change the computer name that you chose during the Windows
Server 2003 installation, you risk disrupting the operations of both Contact Center
Manager Administration and Active Directory Application Mode because both
applications require that the computer name be identified on the network.
To prevent disruption on a Windows Server 2003 platform (either stand-alone or
co-resident), if you change the computer name of the Contact Center Manager
Administration server after you install the Contact Center Manager Administration
software, you must reset the computer name in IIS. Additionally, if you installed a
release earlier than SU04, you must reset the Contact Center Manager Administration
SOAP files to reflect the new name by having an administrator or support technician
run the ChangeSOAPSrv utility.
Date and Time Settings window ❑

Adjust as required.

Installing Components window ❑

The Windows Server 2003 Setup Wizard continues with the installation, copying the
files required for the settings you have selected. When it is finished, the server restarts
and you are prompted to log back on as the Administrator account you created.
If you install Windows Server 2003 Release 2, do not install or configure CD 2 of the
Windows Server 2003 Release 2 installation CDs. When you are prompted to install
CD2, click Cancel and then click OK.
Manage Your Server window ❑

1 Click Add or remove a role. The Preliminary Steps window appears.
2 Click Next. The wizard checks your network settings, and then the Configuration
Options window appears.
3 Click Custom configuration, and then click Next. The Server Role window
appears.
4 Click Add or Remove Programs. The Windows Components window appears.
Go to the next step.
Windows Components window ❑

If you install Windows Server 2003 Release 2, do not install or configure CD 2 of the
Windows Server 2003 Release 2 installation CDs. When you receive a prompt to
install CD2, click Cancel and then click OK.
Accept the default values in this window.
1 ASP.NET and IIS are subcomponents of the application server. Click Application
Server and then click Details to select ASP.NET and IIS on the components list.
2 SMTP is a subcomponent of IIS and is not checked by default. Click Internet
Information Services, and then click Details to select SMTP on the components list.
Under Subcomponents of IIS, ensure that World Wide Web Service is selected.
3 If you selected any values, click OK to return to the Windows Components
window.
4 Click Next.
5 Click Cancel to return to Manage your Server.

Install service packs and drivers ❑

Install service packs and drivers as required by your specific server.
Set up subnets, gateways, and domain names ❑

Before you choose the domain name for the Contact Center Manager Administration
server, consult with your LAN administrator to ensure that it adheres to the naming
conventions established for your network. Domain names can include only
alphanumeric characters, including hyphens and periods, and cannot include
underscores. You have the option to add the server to an existing domain before or
after you install Contact Center Manager Administration.
1 On the server, click Start > Control Panel > Network Connections > Local Area
Connection. The Local Area Connection Properties window appears.
2 In This connection uses the following items, click Internet Protocol (TCP/IP),
and then click Properties. The Internet Protocol (TCP/IP) Properties window
appears. Do not use dynamic IP addressing.
3 Click Use the following IP address, and, in the IP address section, enter the IP
address for the Contact Center Manager Administration server, the subnet mask, and
default gateway that your company uses.
4 Click Use the following DNS server addresses, and then enter the IP address for
the Preferred DNS server and Alternate DNS server.
5 Click Advanced. The Advanced TCP/IP Settings window appears.

Advanced TCP/IP Settings window ❑

1 Click the DNS tab.
2 In the lower half of the window, click Append these DNS suffixes (in order), and
then click Add. Type the suffixes that your company uses (for example,
ca.softwaremaker.com).
3 If your company uses Windows Internet Naming Services (WINS) or programs
that require the NetBIOS protocol, do the following:
Click the WINS tab.
Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window.
5 Click Close.

Add or Remove Programs

This step only applies if you install Windows Server 2003 Release 2.
If you install Windows Server 2003 Release 2, you must ensure that you did not
install the new optional features provided on CD 2 on the Contact Center Manager
Administration server. If you attempt to install Contact Center Manager
Administration on a server with the new Windows Server 2003 Release 2
components, the Contact Center Manager Administration installation will fail.
1 Click Start > Control Panel.
2 Double-click Add or Remove Programs.
3 Click Add/Remove Windows Components to view a list of installed components.
Remove any of the following components if they have been installed on your Contact
Center Manager Administration server:
4 Ensure that all ADAM SP1 folders have been deleted by checking to see if the
following folder still exists on the Contact Center Manager Administration server:
<install directory>:\Program Files\Microsoft ADAM\instance1\data
If the folder above appears on the Contact Center Manager Administration server,
you must delete it.
5 Close all windows to complete the procedure.

Manually update the HOSTS table

If you cannot configure a Domain Name Service (DNS) server during the
Windows installation, Contact Center Manager Administration cannot find the
Contact Center Manager Server systems. In this case, you must manually update
the HOSTS table.
When you use server names to connect to a Contact Center Manager

Administration server in TCP/IP networks, the server host name must be
associated with an IP address. When the HOSTS table carries out this
association, it is called host name resolution. The HOSTS table resolves host
names to IP addresses on local computers.
Manually updating the HOSTS table
ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information on HOSTS in the supporting
documentation for Microsoft Windows Server 2003.
1 Browse to the sample HOSTS tables are provided with the Windows Server
2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc

2 Double-click the HOSTS file and open the file with a text editor (for example
Notepad) to modify the host tables.
ATTENTION
You do not have to use host tables for name resolution if
the names of the servers in Contact Center Manager
Server and the NCC server names are registered on a
DNS server.
Result: The text editor displays the HOSTS table. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
hosts table is provided below as a guideline, but is not intended to indicate
exactly how the hosts tables should be configured on the Contact Center
3 At the end of the file, type the IP address and computer name of
each Contact Center Manager Server
each Network Control Center Server (NCCs)
Separate the two values by using the space or the tab key. HOSTS tables
are case-sensitive.
4 Click File > Save to save your changes.

After you edit and save the file, the system automatically reads your new
settings. If you edit the sample HOSTS file, save the file without an
extension so that the system recognizes your changes.
5 Close all windows to complete the procedure.

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.
In order 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 the Contact Center

Manager Administration server
Nortel recommends that you perform this procedure before you install Contact
Center Manager Administration.
1 Log on to Windows as Administrator.
2 Click Start > Control Panel > System.

Result: The System Properties window opens.
3 Click the Advanced tab.

4 In the Performance section of the window, click Settings.

Result: The Performance Options dialog box appears

5 Select the Data Execution Prevention tab.
Result: The Data Execution Prevention page appears.
6 Select the Turn on DEP for essential Windows programs and services
only option.
7 Click OK.
Result: A warning window appears notifying you that you must restart the
computer for changes to take effect.
8 Click OK.
Result: The System Properties dialog box reappears.
9 Click OK to exit the System Properties dialog box.
10 Restart the server to activate the change to the Data Execution Prevention
settings.

Apply security patches
Given the number of operating system security patches and the complexity
inherent in any network, Nortel recommends that you create a systematic and
accountable process for identifying and applying patches.
To help create such a process, you can follow a series of best practices
guidelines, as documented in the National Institute of Standards and Technology
(NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This
bulletin suggests that if an organization does not have a centralized group to
coordinate the storage, evaluation, and chronicling of security patches into a
library, system administrators or the contact centre administrator must fulfil this
role.
Compatibility of security patches with Contact Center Manager

Administration
When possible, Nortel incorporates the latest operating system security
recommendations and patches in an integrated solutions testing strategy during
each test cycle. However, due to the urgent nature of security patches, Nortel
recommends that customers follow Microsoft guidelines as they are issued,
including any Microsoft installation procedures and security patch rollback
processes that are in place. Finally, you must make a full system backup before
patching the system. This allows you to rollback the system to a previous state, if
required.
Nortel recommends that you follow the security guidelines for Contact Center
Manager Administration, and refer to the latest Contact Center Portfolio Service
Packs Compatibility and Security Hotfixes Applicability List, available at
www.nortel.com. If Contact Center Manager Administration does not function
properly after you apply a Microsoft security patch, you must remove the patch
and revert to the previous version of Contact Center Manager Administration
(from the backup you made before applying the patch). For added security,
always check to see if Nortel verified the Microsoft patch for its compatibility
with Contact Center Manager Administration.

Install Internet Information Services with

SMTP and ASP.NET
You must install Internet Information Services (IIS) on the application server
before you install Contact Center Manager Administration. If you did not install
the IIS component during the installation and configuration of Windows Server
2003, perform the following procedure now.
If you installed IIS with SMTP and ASP.NET on the application server, you can
proceed to Chapter 5, “Other configuration tasks.”
Installing Internet Information Services (IIS)

1 On the server, click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window opens.
2 In the left pane, click Add/Remove Windows Components.
Result: The Windows Components Wizard dialog box appears.

3 Under Components, click Application Server, and then click Details.

Result: The Application Server dialog box opens.
4 Under Subcomponents of Application Server, select the ASP.NET check

box on the components list.
Result: A check mark appears next to ASP.NET.
5 Under Subcomponents of Application Server, click Internet Information
Services, and then click Details.

Result: The Internet Information Services dialog box appears.

6 Under Subcomponents of Internet Information Services (IIS), select the
SMTP Service check box on the components list.
7 Under Subcomponents of Internet Information Services (IIS), ensure

that the World Wide Web Service check box is selected.
8 Click OK.
Result: The Internet Information Services dialog box closes.
9 Click OK until you return to the Windows Components Wizard.
10 Click Next.
If you are prompted, insert your Windows Server 2003 installation disk.
11 Click Finish.

Chapter 5
Other configuration tasks
In this chapter
Overview 84
Ensure the computer name and DNS host name match 85
Add the server to an existing domain 90
Check the bindings order on the server 94

Other configuration tasks Standard 6.02
Overview
This chapter details the procedures to configure the application server before
you install the Contact Center Manager Administration software.

September 2007 Other configuration tasks
Ensure the computer name and DNS host

name match
You must ensure that your server computer name and DNS host name match
exactly, including uppercase and lowercase letters.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. Windows uses your entry to set both the computer name and the DNS
host name. However, after the operating system installation is complete, you
may find that Windows has set the DNS host name in uppercase letters as you
entered it, but that 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 server as Administrator.
Result: The System Properties dialog box appears.

3 Click the Computer Name tab.

Result: The Computer Name Changes page appears.
4 Write down the Full computer name exactly as it appears, including case.
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.
8 If the names match, close the windows you opened and continue with the
configuration of your server.
OR
If the names do not match, complete the procedure “Updating the computer
name to match the DNS host name” on page 89.

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 In 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.
4 Click OK.
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 3.
Result: The system prompts you to restart.
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 “Ensuring the
computer name and DNS host name match” on page 86.

Add the server to an existing domain
You can add your Contact Center Manager Administration server to an existing
Active Directory Application Mode domain.
You must add the server to an existing domain if one of the following occurs:
If you install a replicating server, you must add the replicating server to the
domain of the primary server.
If you install a co-resident server that includes a Communication Control
Toolkit server, there are some scenarios that require the application server
to be added to an existing domain. For further information, see the
Communication Control Toolkit Installation and Maintenance Guide.
For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, see “Domains and
Windows Server 2003 security policies” on page 45.

Adding the server to an existing domain

Result: The System Properties window opens.
2 In the System Properties window, click the Computer Name tab.

Result: The Computer Name page appears.
3 To add the server to a domain, click Change.

4 Select the Domain option, and then type the name of the domain.

You must provide the fully qualified domain name of the domain, which
includes the prefix and suffix.
5 Click OK.
Result: A window appears asking you for a name and password with
permission to join the domain.
6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: When the system processes your change, a window appears
welcoming you to the domain that you specified.
8 Restart the server when prompted to do so.

Check the bindings order on the server
If you use a single network interface card for a co-resident installation, or if your
Contact Center Manager Administration server is a separate server with only
one network interface card, you can ignore this step and go directly to Chapter 6,
“Optional system components”.
If the Contact Center Manager Administration server has more than one network
interface card, you must configure the bindings order so that the Nortel server
subnet network interface card comes first.
Checking the bindings order on the server

1 On the server, click Start > Control Panel.
2 Double click Network Connections.
Result: The Network Connections window appears.
3 On the menu bar, select Advanced > Advanced Settings.

Result: The Advanced Settings dialog box appears.
4 In the Connections box, make sure that the Nortel server subnet
connection is listed first. If it is not first, adjust the order.
5 Click OK.


Chapter 6
Optional system components
In this chapter
Overview 98
Install antivirus software 100
Install other utilities 102
What is next? 104

Optional system components Standard 6.02
Overview
This section describes the optional system components that you can install on
your server before you install Contact Center Manager Administration server
software.
The administrator must perform tests to ensure that certain conditions and
recommendations are met prior to putting the server into production. Nortel
support personnel can ask for the results of the testing during fault diagnosis. As
part of the fault diagnosis process, the distributor or end user can be asked to
remove third-party software and disable real-time scanning.
Running additional software on the application server (for example, virus scan
software) may place an additional load on the Contact Center Manager
Administration server. Therefore, you should set all utility tools to run on the
application server during off-peak hours. In addition, all utilities installed on the
Contact Center Manager Administration server must be included in the
Microsoft Compatibility List for Windows Server 2003. For more information
about the Microsoft Compatibility List for Windows Server 2003, go to
www.microsoft.com.
Nortel does not provide support on the configuration of antivirus software.

Direct all your questions or problems about antivirus software to the appropriate
vendor.
The above recommendations are intended as guidelines only, and do not

constitute a guarantee of compatibility.
If you raise performance or functionality issues to Nortel support personnel, as

part of the fault diagnosis process, the support technician may ask you to remove
all third-party software from the Contact Center Manager Administration server.

September 2007 Optional system components
Citrix Presentation Server 4.0

You can access the Contact Center Manager Administration application and
Agent Desktop Displays through Citrix Presentation Server 4.0.
ATTENTION
Nortel does not support connection to Contact Center
Manager Server or Contact Center Manager Administration
server through Citrix Presentation Server 4.0.
For information about the system requirements for Citrix Presentation Server
4.0, see the Nortel Contact Center Manager Administration Installation and
Maintenance Guide.

Install antivirus software
If your corporate security policy requires it, you must install antivirus software.
The recommendations for antivirus software are intended as guidelines only, and
do not constitute a guarantee of compatibility. Nortel selects a representative
sample of antivirus software in the development of these guidelines. The
products that were tested and used to create these guidelines are:
McAfee Netshield
Symantec Norton Antivirus corporate edition
Computer Associates eTrust Antivirus
Nortel does perform ongoing compatibility testing or testing on other antivirus

packages.
Follow the vendor instructions for installing and configuring your antivirus
software.
Guidelines for antivirus software

Follow these guidelines when you plan to install and run antivirus software on
the Contact Center Manager Administration servers:
Disable antivirus software before you install Contact Center Manager
Administration or any service updates (SU). You can re-enable the
antivirus software after you complete the installation of the Contact Center
Manager Administration.
Do not set virus scans to start on the hour.
Set virus scans to run during off-peak hours.
Do not configure the antivirus software to quarantine infected files. If you
have an infected file, do not attempt to replace or remove them. Contact
your local Nortel customer support representative for assistance. The
support representative can determine if the files are part of the application
or a critical system file.
Do not connect the Contact Center Manager Administration server directly
to the Internet to access virus definitions or updates. Download virus

definitions and update files to another location on the network, and then
load these updates on the servers.
Scan all Service Updates Supplements (SUS) files, DVDs, CD-ROMs, and
floppy disks prior to use.
Run the Windows Server 2003 Enterprise Edition or Windows Server 2003
Standard Edition Performance Monitor on the server to measure the CPU
usage. If the antivirus software causes the CPU usage to exceed 50 percent
for longer than 20 min, do not install this antivirus software on the server.
Nortel does not provide support on the configuration of antivirus software.
Direct questions or problems about antivirus software to the appropriate
vendor.
If performance or functionality issues are raised to Nortel support
personnel, as part of the fault diagnosis process, the customer or distributor
can be asked to remove third-party utility software or antivirus software.

Install other utilities
Certain third-party utility class software applications, such as hardware

diagnostics or backup tools, require few system resources during the normal
operation of Contact Center Manager Administration and are permitted.
Third-party backup software is used only for full server backups. You must use
the utility included with Contact Center Manager Administration to perform
database backups.
Guidelines for utility software

You must perform tests to ensure that these conditions and recommendations are
met prior to putting the server into production. Nortel support personnel can ask
for the results of the testing during fault diagnosis. As part of the fault diagnosis
process, you can be asked to remove third-party software.
You can install certain utility class software on the server, providing the software
conforms to the guidelines listed:
During the installation, the utility must not conflict with the Contact Center
Manager Administration installation. If conflicts occur, remove the utility
until after Contact Center Manager Administration is installed.
During run time, the utility must not degrade the Contact Center Manager
Administration system beyond an average 30 percent CPU utilization.
The utility must not lower the minimum amount of free hard disk space
required by Contact Center Manager Administration and the Windows
operating system.
The utility must not cause any improper software shutdowns or out-of-
sequence shutdowns.
The utility must not administer the Contact Center Manager Administration
software.
If the utility has its own database, the utility’s database must not affect the
Contact Center Manager Administration database.
You must not use disk compression utilities.
You must not use screen savers.

You must not use memory tweaking utilities (for example, WinRAM
Turbo, Memory Zipper, and so on) to reclaim memory that is unused by
Microsoft.
The installation or uninstallation of the third-party software should not
affect or conflict with the Contact Center Manager Administration
software. For example, it must not cause conflicts with dynamic-link
library (.dll) files. If such conflicts occur, you may need to rebuild the
server.

What is next?
You are now ready to install Contact Center Manager Administration on the
application server. For information about installing and upgrading Contact
Center Manager Administration, see the Contact Center Manager

Index
A computer name of 68
port numbers in 41
Access and Partition Management third-party software 98
overview 13 Contact Center Manager Administration server
Agent Desktop Displays performance requirements 46
overview 15 Contact Center Manager Server 17
anti-virus software 100 CPU utilization 102
application server
communication ports on 41
application threshold classes
in Scripting 14
D
architecture for network 18 DNS host name matching 85
Audit Trail DNS server
overview 15 addresses 70
configuring 73
documents in Contact Center 22
B
backward compatibility for clients 58 E
Emergency Help
C overview 15
experience required 25
Citrix 99
clients
and Windows Server 2003 56
backward compatibility of 58
G
communication ports 41 guidelines 100
hardware requirements for 52 utility class software applications 102
software requirements for 55
communication ports 41
computer name H
changing in Windows Server 2003 68
computer name matching with DNS host 85 hardware requirements
Configuration for the clients 52
overview 13 server 32
Contact Center Management Historical Reporting
overview 12 overview 14
Contact Center Manager Administration host tables, configuring 74
about the server 17 hosts table
administrator password 68 manually updating 73
components of 12

Index Standard 6.02
I R
installation Real-Time Reporting
TCP/IP 70 overview 14
Windows Server 2003 components 69 related documents 22
installing required experience 25
Windows Server 2003 66 requirements
IP addressing minimum hardware 32
dynamic 70
for WINS 71
S
K Scripting
application threshold classes in 14
knowledge required 25 overview 13
server software requirements 37
setup
L Windows Server 2003 components 69
software requirements
LAN/WAN for the clients 55
impact of unicast on 48 server 37
multicast impact of application server on 46 spreadsheet
LMHOSTS table 73 used for estimating CLAN/WAN impact 49
supported platforms 31
Symposium Web Client
M components of 12
Microsoft’s Compatibility List 98
minimum hardware requirements 32
T
TCP/IP
N setup 70
network architecture 18
Nortel server subnet 34
NT File System (NTFS) partition 36 U
unicast
impact of on the LAN/WAN 48
P utility software 102
partitions
NTFS 36
on the application server 66 V
performance requirements for CCMA server 46 virus scan software
platforms supported 31 and Contact Center Manager
port numbers 41 Administration 98
ports for communication 41

September 2007 Index
W
Windows 2000 Professional 55
Windows 2003 Enterprise 55
Windows 2003 Server Enterprise 38
Windows 2003 Standard 38, 55
Windows Server 2003
and clients 56
installing 66
Windows Server 2003 installation
and DNS server addresses 70
components 69
IP addressing 70
Windows XP Professional 55
WINS
IP address for 71

Index Standard 6.02

Reader Response Form
Contact Center Manager Administration
Product release 6.0
Technical Requirements and Operating System
Configuration Guide
Tell us about yourself:

Name:
Company:
Address:
Occupation: Phone:
1. What is your level of experience with this product?

New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5. What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6. How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
F o
orrmm
n ssee F
e sp
s po
o n
e rr R
R e
a d e
RReead
Nortel Contact Center Manager Administration
Guide
Nortel Networks
Mervue Business Park
Galway, Ireland
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager Administration 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: 297-2183-213

Product release: 6.0
Document release: Standard 6.02
Date: September 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

NCCM AdministrationTech Requirements and OS Config

Загружено:

Сведения о документе

Исходное описание:

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

NCCM AdministrationTech Requirements and OS Config

Загружено:

Авторское право:

Доступные форматы

297-2183-213

Nortel Contact Center Manager

Product release 6.0 Standard 6.02 September 2007

Publication number: 297-2183-213

Copyright © 2007 Nortel Networks. All Rights Reserved.

4 Installing and configuring the server operating system 61

5 Other configuration tasks 83

Technical Requirements and Operating System Configuration Guide v

Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 85

6 Optional system components 97

vi Contact Center Manager Administration

Technical Requirements and Operating System Configuration Guide 7

New in this release

8 Contact Center Manager Administration

Data Execution Prevention

Technical Requirements and Operating System Configuration Guide 9

Who should read this guide

Multiple Administrator accounts and installation

10 Contact Center Manager Administration

Technical Requirements and Operating System Configuration Guide 11

About Contact Center Manager Administration

Contact Center Manager Administration is a browser-based tool for contact

Contact Center Manager Administration components

Contact Center Management

12 Contact Center Manager Administration

Access and Partition Management

In Access and Partition Management, administrators can grant and restrict

Technical Requirements and Operating System Configuration Guide 13

The following standard Real-Time Reporting displays are pre-configured in

You can generate many different types historical reports:

 Summarized historical reports for a specific interval of time

14 Contact Center Manager Administration

 Access and Partition Management configuration reports for the Contact

Report Creation Wizard

Agent Desktop Display

Agent Desktop Display is a by-product of Contact Center Manager

Technical Requirements and Operating System Configuration Guide 15

16 Contact Center Manager Administration

The data network components of Contact Center Manager Administration are:

Nortel server subnet

Contact Center Manager Server

Contact Center Manager Administration server

Contact Center Manager Clients

Technical Requirements and Operating System Configuration Guide 17

In Contact Center Manager Administration, the client, the Contact Center

Option 1. Single node (with no Contact Center Manager

Nortel Server Subnet

18 Contact Center Manager Administration

Option 2: Single node (with Contact Center Manager Administration

Nortel Server Subnet

Technical Requirements and Operating System Configuration Guide 19

Option 3. Multinode (with no Contact Center Manager

ELAN Call Server

20 Contact Center Manager Administration

Option 4: Multinode (with Contact Center Manager Administration

Call Server ELAN

Server Firewall POP3/SMTP

Technical Requirements and Operating System Configuration Guide 21

For information about Refer to NTP number

Planning and Contact Center Planning and 297-2183-934

Server requirements Nortel Contact Center Server and 297-2183-263

Required installation Contact Center Installer’s Roadmap 297-2183-226

Switch configuration Contact Center Communication 297-2183-931

Summarized historical reports for a specific interval of time

Access and Partition Management configuration reports for the Contact

Windows 2003 Standard English Latest service pack tested by

Windows 2003 Enterprise English