Tech Requirements and OS Config Guide For The Co-Resident Server

297-2183-944
Nortel Contact Center Manager Server

Technical Requirements and Operating System Configuration
Guide for the co-resident server
Standard version: CS 1000, CS 2100 Nodal, SIP
Preliminary version: CS 2100 Networking
Product release 6.0 Standard 6.03 June 2007

Contact Center Manager Server
Publication number: 297-2183-944

Product release: 6.0
Document release: Standard 6.03
Date: June 2007
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Contents
Getting started 7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
About Contact Center Manager Release 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . 12
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Server guidelines 25
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Installing and configuring the operating system 45

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . 60
Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Applying security patches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Server hardware installation 73

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . . 78
Optional system components 79

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Installing third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Supported co-resident configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Technical Requirements and Operating System Configuration Guide for the co-resident server v
Contents Standard 6.03
Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Installing co-resident applications on Contact Center Manager Server . . . . . 94
Other configuration tasks 101

Ensure that the computer name and DNS host name match. . . . . . . . . . . . . 102
What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Index 107
vi Contact Center Manager Server

Chapter 1
Getting started
In this chapter
New in this release 8
Overview 10
About Contact Center Manager Release 6.0 12
Skills you need 17
Related documents 18
How to get help 22
Technical Requirements and Operating System Configuration Guide for the co-resident server 7
Getting started Standard 6.03
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
Server Technical Requirements and Operating System Configuration Guide for
the co-resident server (297-2183-944) for release 6.03.
“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 guide is a new guide intended to describe what must be done to a new
server before the Communication Control Toolkit server software is installed. It
contains the following sections from the Communication Control Toolkit
Installation and Maintenance Guide:
“Server guidelines” on page 25
“Installing and configuring the operating system” on page 45
“Server hardware installation” on page 73
“Optional system components” on page 79
“Other configuration tasks” on page 101
Other changes
See the following sections for information about changes that are not feature-
related.
“Update to server guidelines” on page 9
8 Contact Center Manager Server

June 2007 Getting started
Update to server guidelines

The section Server guidelines was updated to include the CPU information that
dual- and quad-CPU machines are supported with or without Hyperthreading
enabled.
Overview
This guide describes the prerequisites required for installing Nortel Contact
Center Manager Server, Contact Center Manager Administration, and Nortel
Communication Control Toolkit on a co-resident system.
The Nortel Contact Center Manager Server Technical Requirements and

Operating System Configuration Guide for the coresident server provides
information and procedures to help you complete the following tasks:
z Install and configure Windows 2003 Server.
Understand the hardware requirements for Nortel Contact Center Manager
Server on a co-resident server.
Understand the hardware requirements for Contact Center Manager
Administration on a co-resident server.
Understand the hardware requirements for Nortel Communication Control
Toolkit on a co-resident server.
ATTENTION
Nortel supports a co-resident system that includes both
Contact Center Manager Server and Contact Center Manager
Administration or Contact Center Manager Server, Contact
Center Manager Administration, and Communication Control
Toolkit. Nortel does not support a co-resident system with
Contact Center Manager Server and Communication Control
Toolkit.
Who should read this guide

This guide is intended for:
z Nortel installers and distributors who are responsible for installing and
maintaining Contact Center - Release 6.0, or upgrading from an earlier
release of Symposium Call Center Server software to Contact Center
Manager Server

Access rights
This guide assumes that you have the privileges and access rights required to
perform the procedures in this guide. For more information, refer to the Nortel
Contact Center Manager Administrator’s Guide.
About Contact Center Manager Release 6.0
Contact Center - Release 6.0 provides a contact center solution for varied and
changing business requirements by offering a suite of applications that includes:
telephony and multimedia contact processing
agent handling including the capability of an agent to handle multiple
media types
contact management
reporting
networking (for Communication Server 1000/Meridian 1 systems only)
third-party application interfaces
In addition to Contact Center - Release 6.0 components, the contact center

requires a switch for telephony services and voice network connectivity, and an
optional IVR system for voice processing capabilities.
The ability to process multimedia contacts is provided by the integration (and

licensing) of Contact Center Manager Server, Contact Center Manager
Administrator, Contact Center Manager Multimedia, and Communication
Control Toolkit.
Components
Contact Center Manager Server uses a client/server architecture, with
functionality distributed among various components. The major components of
Contact Center Manager Server include:
The server—responsible for functions such as the logic for contact
processing, contact treatment, contact handling, contact presentation, and
the accumulation of data into historical and real-time databases. This server
computer runs under Windows Server 2003 (Enterprise or Standard).
Contact Center Manager Administration—a server where the software for
configuring Contact Center Manager Server and monitoring contact center
performance is installed. Administrators use the web-based client interface
to configure the web-based client/server application installed on the
Contact Center Manager Administration server.

The License Manager—software that provides access to features within

Contact Center 6.0. The License Manager is installed with the Contact
Center Manager Server software. Fields and commands for features that
you did not purchase are not available.
The switch—provides telephony services and voice network connectivity.
Architecture
There are two types of architecture: installation architecture and licensing
architecture. Installation architecture consists of stand-alone and co-resident
installation. Licensing architecture consists of nodal and corporate licensing.
Nodal and corporate packages

Nodal license – When only one occurrence of each product is in the network.
Products are installed either as stand-alone or co-resident.
Corporate license – Where more than one occurrence of any product is in the
network. Products are installed either as stand-alone or co-resident.
The following diagram illustrates a nodal co-resident Contact Center Manager

Server system with License Manager, Contact Center Manager Administration,
and Communication Control Toolkit.
14
Getting started
HDX Application
Server
Call Server
ELAN Subnet
DHCP External
Server Web Server
Customer LAN
Signaling NCC CCMM
Server Co-res
CCMS POP3/SMTP
DNS Mail Server
CCMA
CCT Routing Firewall
Switch (Optional) Enterprise
LAN / WAN
Nortel Server Subnet
(Managed Ethernet Switch – for
example, BPS 2000, Baystack 450,
DMZ
and so on)
(Optional)
VPN
Router
1100 TACACS or
RADIUS
Modem
PSTN
Internet
Firewall
Modem
Remote-Support
Remote-Agent

Standard 6.03
Supported switches
Contact Center Manager Server supports the following switches:
z Nortel CS 1000/M1
z Nortel CS2x00/DMS
z SIP-initiated family of compatible switches
Network components
The following major components make up the Contact Center Manager network.
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 manage and configure a contact center and its users, define
access to data, and view real-time and historical reports. You can install the
Contact Center Manager Administration component on the same machine as
Contact Center Manager Server, or on a separate networked machine.
Network arrangements
All servers must be connected to the Local Area Network (LAN) or Nortel
server subnet. Third-party applications that interface with the servers also
connect to this LAN.
A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center

Manager Server and the switch.
The Contact Center Manager Server now requires only a single Network
Interface Card (NIC) configuration to connect to the Nortel server subnet. A
second-NIC connected directly to the ELAN subnet is optional to accommodate
delayed legacy data network design changes. The single-NIC configuration is
encouraged as future Contact Center Manager Server releases and features (such
as SIP Contact Center) do not support the dual-NIC configuration.
16
Call ELAN
Server Subnet
Media
Gateway Signaling CallPilot CCMS CCMA CCT
Server
Getting started
VGMC
VGMC
VGMC
Nortel Server
Subnet
VPN
Router
1100
Modem
HDX Application
Server
Call Server ELAN
LAN
Subnet DHCP External
Media
Customer
Server Web Server
CallPilot OTM Co-res CCMM
Gateway NCC
Signaling CCMS
Server CCMA Firewall POP3/SMTP
DNS Mail Server
CCT (Optional)
VGMC
VGMC
VGMC
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

Standard 6.03
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
Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel web site (www.nortel.com).
For information about Refer to NTP number
Planning and Nortel Contact Center Manager 297-2183-934

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

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

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

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

Communication Server 1000/
Meridian 1 and Voice Processing
Guide

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

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

configuration and Server Technical Requirements and
requirements Operating System Configuration
Guide


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

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

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

Guide
Nortel Contact Center Portfolio
Service Packs Compatibility and
Security Hotfixes Applicability List
Installation, upgrades, Nortel Contact Center Manager 297-2183-925

migration, and Server Installation and Maintenance
maintenance Guide

Server Installation and Maintenance
Guide for the Co-resident Server

Server Installation and Maintenance
Guide for the Standby Server

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

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

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

Scripting Guide for Communication
Server 1000/Meridian 1 PBX

Scripting Guide for Communication
Server 2x00/DMS

Database Integration User Guide

Networked contact Nortel Contact Center Manager 297-2183-932

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

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

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

User Guide
How to get help
This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult the Troubleshooting section of this
guide.
Finding the latest updates on the Nortel web site

The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links:
Link to Takes you directly to
Latest software The Nortel page for Contact Center is located at http://
www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is
located at http://www.nortel.com/helmsman.
Getting help from the Nortel web site

The best way to get technical support for Nortel products is the Nortel Support
web site:
http://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 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 your require on the Nortel Technical Support
web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the web site below to obtain the phone number for
your region:
http://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:
http://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 guidelines
In this chapter
Overview 26
Server hardware requirements 27
Disk partitioning requirements 34
Server software requirements 37
Server port usage 39
Contact Center Manager Server security 42
Server guidelines Standard 6.03
Overview
This chapter provides guidelines for you to prepare your server for the
installation of the co-resident server components. It also describes how to install
the necessary hardware for Contact Center Manager Server.
Note: If you are installing Contact Center Manager Server (stand-alone), refer to
the Contact Center Manager Server Technical Requirements and Operating
System Configuration Guide.
Assumptions
This chapter assumes the following:
Your hardware platform is on the Windows Server 2003 compatibility list.
The switch is correctly installed, operational, and configured for use with
Contact Center Manager Server.
The Nortel server subnet is installed and operational.
The ELAN subnet is installed and operational (optional).

June 2007 Server guidelines
Server hardware requirements
This section provides an overview of the hardware requirements for the Contact
Center Manager Server Release co-resident server.
The customer-supplied server must meet the minimum requirements described

in this section.
Note: Nortel recommends that you meet the recommended settings. The actual
requirements for a contact center vary depending 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,
available from the Partner Information Center web site (www.nortel.com/pic).
High Availability Platforms

Contact Center Manager Server is also supported on any High Availability
Platform that has undergone compatibility testing with Contact Center Manager
Server as part of the Nortel Compatibility Test Program. For more details on this
compatibility test program, see www.nortel.com/prd/dpp/.
The following table lists the hardware requirements for both coresidency
scenarios.
ATTENTION
Carry out a detailed analysis of your contact center capacity
requirements using the CapTool before you decide on the
specifications for your PVI server for such items as CPU speed,
RAM size, and disk space.
The CapTool is a software utility you can download from the
Partner Information Center (www.nortel.com/pic).
You must understand the limitations of using the minimum and
recommended server specifications listed in the following table.
Supported Minimum: This is the absolute minimum platform
onto which the co-resident application software can be loaded and
may not be sufficient for your contact center requirements. Use the
CapTool to validate the server requirements.
Recommended Minimum for new Server: For new server
installations, this is the recommended minimum specification. It
may not meet your contact center requirements. Use the CapTool
to validate the server requirements.

Hardware
item Supported Recommended
See Note 1. minimum minimum Additional information
Configuration Voice Only Multimedia/ Important: If you are

Configuration Outbound/ installing Contact Center
This minimum Universal Multimedia, Open Queue
configuration Networking must be enabled and you
supports a contact This typical must provision 2 GB of
center with fewer configuration RAM.
than 300 agents and supports a contact
with the following center with fewer
functionality than 300 agents and
enabled: with the following
Size: < 300 functionality
agents enabled:
< 12,000 CPH Size: < 300
License Manager: agents
Yes < 12,000 CPH
Open Queue: No License Manager:
Yes
Universal
Networking: No Open Queue: Yes
Co-resident Universal
applications: Networking: Yes
Contact Center Co-resident
Manager Server, applications:
Contact Center Contact Center
Manager Manager Server,
Administration, Contact Center
Communication Manager
Control Toolkit Administration,
not installed. Communication
Control Toolkit
installed.
Hardware
CPU Intel-based CPU, Intel-based CPU, Pentium IV, Intel Xeon

Dual XEON 2.8 GHz dual Xeon 2.8 GHz. (32- and 64-bit), and
Intel Xeon DP are
supported.
Dual- and quad-CPU
machines are supported
with or without
Hyperthreading enabled.
Non-supported
processors include: Intel
Celeron, Intel Itanium
(IA 64), and AMD
processors.
RAM 2 GB 4 GB
Hard disk 60 GB of logical disk 60 GB of logical disk RAID-1 is recommended

space space (120 GB of space (120 GB of for all disks on the shared
physical disk space physical disk space SCSI bus to eliminate disk
with RAID-1) with RAID-1) drives as a potential single
source for hardware
failures.
Hard disk See “Disk partitioning requirements” on page 34 for this information.
partitioning
Hard disk type SCSI or SATA SCSI or SATA IDE drives not supported.
At this time, a SAN
(Storage Area Network)
configuration is not
supported.
Hard disk 7200 RPM > 7200 RPM

speed

Hardware
Floppy drive one floppy drive one floppy drive If a floppy drive is installed,
it must be letter A.
DVD ROM one DVD ROM drive one DVD ROM drive Drive letter must be E.
Minimum speed is 4X.
Serial port one serial port (for one serial port (for Additional serial ports are
See Note 2. modem access) or modem access) or required if you want to use
USB port (if using USB port (if using Access Link for Meridian
USB modem) USB modem) Mail or a serial UPS. You
must use COM2 for the
Access Link. Also, a serial
port is an option for
security device
connectivity.
Parallel port not required not required
Network one network one network ELAN subnet must be

interface interface card (with interface card 10/100 Mb/s Ethernet.
the ELAN subnet (Network Control The Nortel server subnet
connected to the Center requires only facing network interface
Nortel server subnet one network card must be 100 Mb/s
through a one router) interface card) Ethernet.
For legacy isolated Only Ethernet is supported.
ELAN subnet A Token Ring is not
configurations, two supported.
network interface
cards are required.
(Network Control
Center requires only
one network
interface card)
Hardware
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
Modem one external modem one external modem 33.6 KB/s minimum for
(Contact Center (Contact Center remote technical support.
Manager Server and Manager Server and USB modems are
Contact Center Contact Center supported.
Manager Manager
Administration Administration
configuration only) configuration only)
See Note 3.
Backup/ backup system for backup system for For the tape drive option,
Restore database backup can database backup can the drive must be large
be either tape drive be either tape drive enough to hold all the
or remote directory or remote directory backup data for the
complete database on a
single backup tape.
Hardware compression
techniques can be used if
necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility

List for Windows 2003 Server. For a complete list of compatible hardware
devices, see the Microsoft Web site (www.microsoft.com).
Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ
must be set to 4. If you configure additional hardware on your server, such as
COM ports 3 and 4, ensure that it is configured correctly (for instance, ensure
that IRQs do not conflict with existing IRQs). Further troubleshooting and
hardware diagnostics are the responsibility of the hardware vendor.

Note 3: A modem installation interferes with TAPI. Do not install a modem if

TAPI is part of the coresident installation.
Disk partitioning requirements
This section shows you how to partition your server for a co-resident Contact
Center Manager Server.
The minimum partition sizes are based on the following:

1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
The actual requirements for a contact center will vary depending 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 web site
(www.nortel.com/pic).
Note: If the existing 5.0 Co-resident server C: partition size is less than 24
GBytes, you must rebuild the platform to increase the partition size to the
supported size and reinstall the OS or perform a platform migration before you
can upgrade to Contact Center Manager Server.
Primary and Extended partitions

The operating system resides on the C partition. This must be the only primary
partition. All other partitions (D, F, G, and so on) must be logical drives within
extended partitions. Pay close attention to this when partitioning your drives.
Refer to the documentation provided with the operating system for details.
Note: Database partitions must not exceed 32 GB.

Partitioning requirements for the co-resident server

The section provides detailed information about partitioning a server to meet the
requirements of Platform Vendor Independence. This information covers both
coresidency scenarios. The minimum and maximum partition sizes are provided
in the following table.
Drive Minimum Recommended Maximum

letter size size size Notes
A 1.44 MB 1.44 MB N/A Floppy drive A.
C 24 GB 32 GB N/A NTFS partition on disk 0. This

Limited must be partitioned as the primary
only by the partition. The Windows 2003
operating operating system and pcAnywhere
system are installed here.
Communication Control Toolkit
and Contact Center Manager
Administration are installed on C
by default. An alternate location
can be selected during the
installation.
D 8 GB 16 GB N/A Additional NTFS partition on

Limited disk 0 or an NTFS partition on
only by the a different disk.
operating This must be partitioned as a
system logical drive within an
extended partition, because this
partition is not used for start up.
is installed here.
This is the location of the trace
logs.
E N/A N/A N/A DVD ROM drive
F 4 GB 32 GB 32 GB Drive F and any additional drives

are used to store the database.
Notes:
Partitioned sizes on all database drives must be in increments of 1 GB
(equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended
partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
All database partitions must be of equal size (for example, all partitions
must be x GB in size, where x can range from 4 GB to 32 GB, in
increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the
same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server)
to Release 6.0 on the same server, you must move the paging file from
partition C to partition D. This move is required only if the C drive partition
is smaller than 24 GB. If the drive partition is already 24 GB or larger, the
paging file can be maintained on the C drive.
Nortel does not guarantee the support for future Windows 2003 Server
Service Packs, which may require larger disk space.

Server software requirements
The following requirements apply to the software used with the Contact Center
Manager Server installation.
Operating system requirements

The following table provides operating system compatibly for a coresident
installation.
International versions
Operating system supported Minimum service pack
Windows Server 2003 English Latest service pack tested by

Release 2, Standard Edition, Japanese Nortel. See the Contact
32-bit Center Portfolio Service
Traditional Chinese Packs Compatibility and
See Note 1
See Note 2 Security Hotfixes
Applicability List.
Windows 2003 Server English
Release 2, Enterprise Japanese
Edition, 32-bit
Traditional Chinese
See Note 1
See Note 2
Windows 2003 Server Not supported N/A

Datacenter Edition
Windows 2003 Server Web Not supported N/A

Edition
Note 1: The 64-bit version is not supported.
Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese

require specific SUs to account for double-byte characters.
Preinstallation check
To check whether a particular server meets these basic requirements for Platform
Vendor Independence, run the Pre-installation Compliancy Checker utility on
that server after the operating system is installed and partition the drives
according to the specifications in this chapter. This utility is included on the
server application DVD. It generates warnings and suggestions when the server
does not satisfy the minimum or suggested requirement.
Note: The Pre-installation Compliancy Checker utility does not check all of the
requirements for platform vendor independence. You must ensure that the server
meets all requirements. For more information, refer to the Nortel Contact Center
Manager Planning and Engineering Guide.
pcAnywhere
Nortel requires that pcAnywhere 11.5 be installed on the server to provide
Contact Center Multimedia Server support through a dial-in modem. The
pcAnywhere software is included on the Contact Center Release 6.0 DVD.

Server port usage
The following table provides the listener ports that Contact Center Manager
Server uses.
Note: The table does not include the other base ports required for Windows
Networking. For example, Windows Domain Naming Server (DNS) uses
port 53.
Contact Center Manager

Server Port number Network interface Functionality
135 Nortel server subnet Microsoft Windows RPC

Locator Service
137 Nortel server subnet NetBIOS Name Service
138 Nortel server subnet Microsoft NetBios Datagram

Service
139 Nortel server subnet NetBIOS Session Service
161 Nortel server subnet SNMP (required if SNMP

NMS is connected)
162 Nortel server subnet SNMP traps (required if

SNMP NMS is connected)
530 Nortel server subnet Microsoft Windows RPC
Courier Service
1024–65535 Nortel server subnet The range of ports that can

be used by the RPC dynamic
ports
Note: Contact Center
Manager Server uses other
hardcoded ports internally.
Contact Center Manager

Server Port number Network interface Functionality
2500 ELAN subnet ICM

Note: Not applicable to SIP.
3000 Nortel server subnet MLS (Enterprise Solution

Link Services)
3150 ELAN subnet CallPilot Integration


5000–5003 Nortel server subnet Contact Center Manager

Server Database
5004 Nortel server subnet Sybase XP Server
5010 Nortel server subnet Sybase Replication Server
5631 Nortel server subnet pcAnywhere 11.5 (can be

changed in preferences)
5632 Nortel server subnet pcAnywhere 11.5 (can be

changed in preferences)
060 NSS SIP
8888 ELAN subnet AML

Default port 31200 DB Replication Listener Port
TBA Report Listener TBA

Contact Center Manager Server also uses ports for communication between its
own components. Most of these ports do not have implications for external
network components like firewalls; however, some ports may be used externally
and therefore can affect an external firewall. In particular, take note of port
10000, which is a hardcoded port used to enable interoperability between
Symposium applications and external third-party applications (applications
developed using the RTD API).
Any third-party application installed on the Contact Center Manager Server

must not use any of the ports listed in the following table as it can cause the
Contact Center Manager Server application to malfunction.
The following table shows the ports that Contact Center Manager Server uses.

Port number Functionality
3500 CS2x00/DMS
1550 HDX CAPI
TCP 4422 TAO Name Service
12668–12670 TraceControl
10001–10082 Networking
10000 Hardcoded Toolkit Name Service

3998 License Manager destination port
This is the first of ten consecutive
ports required for license
management.
3999 - 4007 License Manager client source port
3389 Remote Desktop Connection for

support purposes.
5060 SIP default port.
Contact Center Manager Server security
This section provides an overview of security on the Contact Center Manager

Server co-resident server.
Server security
Server security is achieved through the following means:
Apply Microsoft security updates on a timely basis.
Limit administrative access to the database containing the CTI data store to
specific administrative Windows user accounts.
Make sure all services providing a network interface (such as the CTI
service provider) are running using either the Windows Network Service
account or another privileged account. The Windows Network Service
account is a built-in account with a security context that provides the least
privileges required to run a typical network service.
Disable all non-essential network services
Network security
Network security is handled differently depending on the interface in question,
as described in the following table.
Interface Network Security Mechanism
CTI API The secure TCP transport layer described in the .NET
Framework section provides network security for the CTI
API interface.
AML (M1) No specific network security mechanism is used. As it is

a proprietary protocol, its exposure is limited as it runs
over the ELAN subnet.
Symposium Link No specific network security mechanism is used. As it is

(M1) a proprietary protocol, its exposure is limited as it runs
over the ELAN subnet.

Interface Network Security Mechanism
Overhead, Provided by pcAnywhere over a virtual private network

Administration, and (VPN).
Maintenance

Chapter 3
Installing and configuring the

operating system
In this chapter
Overview 46
Installing Windows Server 2003 47
Configuring Windows Server 2003 (if it is already installed) 60
Configuring Data Execution Prevention 69
Applying security patches 72
Installing and configuring the operating system Standard 6.03
Overview
Contact Center Manager Server must be installed on a server that is running a

copy of Windows Server 2003 Enterprise Edition, or Windows Server 2003
Standard Edition.
This chapter describes the process to install, configure and verify the correct
parameters for the Windows Server 2003 installation.
Follow the checklists in this section to perform on of the following tasks:

If you want to install a new copy of Windows Server 2003, refer to
“Installing Windows Server 2003” on page 47.
If you want to configure an existing copy of Windows Server 2003, refer to
“Configuring Windows Server 2003 (if it is already installed)” on page 60.
Services required for the co-resident server

The co-resident server runs on the Windows Components installed by default in
Windows Server 2003 as a stand-alone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be
installed on your server. This allows you to use an SNMP management
system for remote monitoring. This service is not installed by default, so
you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must be installed for the Contact
Center Manager Administration component.
Do not install any additional services on your server that are not installed by
default or listed above.

June 2007 Installing and configuring the operating system
Installing Windows Server 2003
Install the latest Windows Server 2003 service pack that has been validated with
Contact Center Manager Server. You can obtain this information from the
Symposium Service Packs and Security Hotfixes Compatibility List (Available on
the Partner Information Center web site).
Before you begin

1. Complete the Contact Center Manager Server Pre-Installation tab of the
Installers Roadmap. Available on the Partner’s Information Center web site
(www.nortel.com/pic)
2. Verify all of the IP addresses and host names.
3. Verify that the IP addresses and host names are unique within the network.
4. If your server uses RAID, make sure that the RAID configuration is set up
according to the manufacturer’s instructions.
5. Obtain a CD-ROM containing Windows Server 2003. You may also require
boot disks.
ATTENTION!
Other versions of the Windows Server operating system
software are not supported.
6. Start the installation of Windows Server 2003 according to the instructions

supplied with the operating system. Follow the on-screen instructions to
create a partition for Windows Server 2003. It must reside on the C drive of
your server on an NTFS partition with a minimum size of 16 GB MB). The
recommended size is 32 GB.
7. The Setup Wizard copies the Windows Server 2003 files to the installation
folders on the new partition. When the copy process is complete, the system
restarts. The Windows Server 2003 Setup wizard appears.
CAUTION
Risk of installation failure

.
If your server has Windows NT or Windows 2000 installed, do

not upgrade from Windows NT or Windows 2000 to Windows
Server 2003. Instead, 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. This eliminates the possibility of carrying over
incorrect settings from the previous installation.
Performing a new installation of Windows Server 2003

Use the following checklist to perform a new installation of Windows Server
2003.
Install Windows Server 2003
Step Details ✔
1 Set up your If your server uses RAID, ensure the RAID configuration is set
RAID up according to the manufacturer’s instructions.
configuration.
2 Obtain the Use either Windows Server 2003 (Standard Edition) or

Windows (Enterprise Edition).
Server 2003
CD-ROM. Note: Do not use Windows Server 2003 Datacenter or Web
editions.

Step Details ✔
3 Start the Start installing Windows Server 2003 according to the

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

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

Your Software
window
Licensing Nortel recommends that you use the Per server licensing mode
Modes window and that you have a minimum of five concurrent connections.
This is the default.
Step Details ✔
Computer Enter the computer name and administrator password.

Name and
Administrator Note: Pay close attention to the naming rules for the computer
Password name as described in the worksheet (no spaces, hyphens, or
window underscores are allowed).
If you change the computer name of Contact Center Manager
Server during the upgrade, you must reconfigure all of your
other Contact Center components with the new computer name:
Contact Center Multimedia
You must also ensure that the new computer name and DNS
host name match, and that all third-party applications that
require a computer name, use the new Contact Center Manager
Server name.
Date and Time Complete this window as required for your site. Ensure the
Settings correct time zone is set for the server.
window
For the check box Automatically adjust clock for daylight
saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that
Automatically adjust clock for daylight saving changes
is cleared.
If you are using a CS2x00/DMS switch, ensure that
is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing
feature and are setting the time zone for the Network Control
Center server, ensure that Automatically adjust clock for
daylight saving changes is checked.

Step Details ✔
Modem Complete this window as required for your site.

Dialing
Information Note: This window appears if you have a modem attached to the
window server. If this window does not appear, proceed to the next
window.
Networking After the system has installed the networking components and
Settings the status bar has finished scrolling, select Custom settings.
window
Step Details ✔
Networking Use this window to select networking components and set up

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

Step Details ✔
Workgroup or Adding computer to a workgroup

Computer 1 Select No, this computer is not on a network, or is on a
Domain network without a domain.
window
2 In the Workgroup or computer domain box, type the
workgroup name.
You can add the server to a domain, after you install Contact
Center Manager Server.
5 Log on to After the Windows Server 2003 Setup wizard installation of the
Windows operating system is complete, you must configure the operating
Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM.
When you log onto Windows Server 2003 for the first time, the
Windows Server 2003 Manage Your Server wizard appears.
This wizard is not necessary for Contact Center Manager Server
functionality.
TIP:
Check Don’t display this screen on startup.
Step Details ✔
6 Add or Use Add or Remove Programs to configure your Windows

Remove Server 2003 operating system.
Programs.
Using Add or Remove Programs
1 From the Start menu, choose Settings > Control Panel.
2 Double-click Add or Remove Programs.
3 Click Add or Remove Windows Components to view a
list of the installed components.
4 IIS is an Subcomponent of Application Server and is
checked by default. Click Application Server, and then
click Details to uncheck IIS on the components list.
5 Select Management and Monitoring Tools, and then click
Details.
6 Ensure the check box beside SNMP is checked. If it is
checked, then SNMP is installed.
7 Click OK to return to the Add or Remove Windows
Components property page.

Step Details ✔
7 Check the Verify that the virtual memory on the server is RAM size times
virtual 1.5. Set both the initial and maximum size to this value. If the
memory virtual memory is smaller, increase it to RAM size times 1.5.
settings. Nortel recommends that the paging file be located on drive C.
Verifying the virtual memory on the server
1 From the Start menu, choose All Programs > Control
Panel.
2 Click System.
3 On the General tab, take note of the RAM size.
4 Click the Advanced tab, and then click Performance
Settings.
5 Click the Advanced tab again.
6 Click Change to view and make changes to the virtual
memory settings.
7 Restart the server if prompted.
Note: For a system with 512 MB of RAM, the default minimum
paging file size is 768 MB and the default maximum paging file
size is 1 GB. To optimize performance, Microsoft recommends
that the minimum paging file size equal the maximum paging file
size. Nortel recommends that both the minimum and maximum
paging file sizes be set to 1.5 * RAM.
If any of the following conditions apply, the system’s complete
memory dump is not generated when the system stops
unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel
recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x
RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create
paging files on database partitions or other partitions
Step Details ✔
8 Check the You only require one network interface card. However, if you
binding order have more than one network interface card, you must configure
for the Nortel the bindings order of the network interface cards so that the
server subnet Nortel server subnet card is first, then the ELAN card, then the
and ELAN virtual adapters for remote access.
cards.
Configuring the bindings order of the network interface
cards
2 Double-click Network Connections.
3 Click either the Nortel server subnet or ELAN connection,
and then from the Advanced menu, click Advanced
Settings.
4 In the Connections box, ensure the Nortel server subnet
connection is listed first. If it is not first, adjust the order.
9 Check the Use the Windows Device Manager to check that the required
serial port serial ports exist. You require COM1 to provide remote support,
configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on
Meridian Mail.
Checking the required serial ports
2 Click System, and then click the Hardware tab.
3 Click Device Manager, and then double-click Ports (COM &
LPT) to view the communications ports.
4 For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
If a required port does not exist:
1 Ensure that the port is installed.
2 Go to the BIOS and correct the address of the missing port.

Step Details ✔
10 Format all Ensure that the disk drives on the server are formatted according
disk drives. to the requirements for Contact Center Manager Server Release
6.0.
Note:
If the Welcome to the Write Signature and Upgrade Disk
wizard appears, click Cancel. This wizard is only for
configuring dynamic disk partitioning. Release 6.0 supports
Windows basic disk partitioning and dynamic disk volumes.
When partitioning your drives, do not use the Windows
option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully
understand the partition requirements on your new server.
Refer to the section on disk partitioning requirements in your
upgrade procedure. Note that file and folder compression are
also not supported.
Ensuring the disk drives are formatted correctly
1 From the Start menu, choose All Programs >
Administrative Tools > Computer Management.
2 Under Storage, click Disk Management to view and change
disk partitioning.
3 The operating system resides on the C partition. This must
be the only Primary partition. You must configure all other
partitions (D, F, G, and so on) as Logical drives within
Extended partitions on basic disks. The following steps offer
some guidelines on creating extended partitions and logical
drives:
Step Details ✔
a. Right-click each disk that you want to configure.

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

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

already installed)
Use the following checklist to configure Windows Server 2003.
Configuring Windows Server 2003 (already installed)
Step Details ✔
1 Change the To ensure server security, change the default Administrator

Administrator password for Windows as soon as possible.
password.
2 Check the Nortel recommends that you use the Per server licensing mode,
licensing and that you have a minimum of five concurrent connections.
mode. This is the default setting.
2 Double-click Licensing to view and change the licensing
mode.

Step Details ✔
3 Check the Verify that the virtual memory on the server is RAM size times
virtual 1.5. Set both the initial and maximum size to this value. If the
memory virtual memory is smaller, increase it to RAM size times 1.5.
settings. Nortel recommends that the paging file be located on drive C.
Verifying the virtual memory on the server
1 From the Start menu, choose All Programs > Control
Panel.
2 Click System.
3 On the General tab, take note of the RAM size.
4 Click the Advanced tab, and then click Performance
Settings.
5 Click the Advanced tab again.
6 Click Change to view and make changes to the virtual
memory settings.
7 Restart the server if prompted.
If any of the following conditions apply, the system’s complete
memory dump is not generated when the system stops
unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel
recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x
RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not
create paging files on database partitions or other partitions
Step Details ✔
4 Date and Complete this window as required for your site. Ensure the
Time correct time zone is set for the server.
Settings.
For the check box Automatically adjust clock for daylight
saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that
is cleared.
If you are using a CS2x00/DMS switch, ensure that
is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing
feature and are setting the time zone for the Network Control
Center server, ensure that Automatically adjust clock for
daylight saving changes is checked.
5 Check the Ensure that the computer name for your server is entered
computer correctly, as recorded in the Installer Roadmap
name. (www.nortel.com/pic).
Tip:
2 Double-click System, and then click the Network
Identification tab.
3 To make changes, click Properties.
Note: Make sure that the Windows computer name and TCP/IP
DNS host name are identical, including uppercase and
lowercase letters.
6 Check the Ensure that the workgroup name for your server is entered
workgroup correctly as recorded in the Installer Roadmap.
name.
Note: If you are adding your computer to an existing domain,
add the server to your domain only after you have installed the
Contact Center Manager Server application. For details, please
refer to The Contact Center Manager Server Installation and
Maintenance Guide.

Step Details ✔
7 Check the You must configure the bindings order of the network interface
bindings cards so that the Nortel server subnet card comes first, then the
order for the ELAN subnet card, then the virtual adapters for remote access.
Nortel server
subnet and Configuring the bindings order of the network interface
ELAN subnet cards
cards 1 From the Start menu, choose Settings > Control Panel.
2 Double-click Network Connections.
3 Click either the Nortel server subnet or ELAN connection,
and then from the Advanced menu, click Advanced
Settings.
4 In the Connections box, ensure the Nortel server subnet
connection is listed first. If it is not first, adjust the order.
If the server has more than two network interface cards, make
sure that all of the other network interface cards are disabled and
that they do not have IP addresses assigned to them.
Networking Use this window to select networking components and set up
Components the TCP/IP parameters for the Nortel server subnet and ELAN
window subnet network interface cards.
Note: If you are installing Windows Server 2003 Release 2, do
not install or configure the optional components provided on
CD 2 of the Windows Server 2003 Release 2 installation CDs.
Networking components selection
After detecting the first network card, the Windows Server 2003
Setup wizard displays a list of networking components for that
card. For each network card, the following three components are
selected by default. Do not deselect any of these default
networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Step Details ✔
Networking TCP/IP parameters for Nortel server subnet and ELAN

Components subnet cards (optional)
window Complete the following steps for each card that the Setup
(continued)
wizard detects on your server:
1 Click Internet Protocol (TCP/IP), and then click
Properties.
2 In the General tab, enter the IP information required for the
card (for example, IP address, subnet mask, and default
gateway). Consult with the network administrator for the
site.
Note: To complete the installation successfully, you must enter
an IP address for each network interface card. If you do not yet
have the correct IP addresses for the cards, then type “dummy”
IP addresses now. Remember to reconfigure the cards with the
correct addresses later.
3 From the General tab, click Advanced. Use the DNS and
WINS tabs to type information about DNS and WINS
servers. Consult with the network administrator for the site.
8 Log on to After the Windows Server 2003 Setup wizard completes the
Windows installation of the operating system, you must configure the
Server 2003. operating system before installing Contact Center Manager
Server. Remove the DVD-ROM.
When logging on to Windows Server 2003 for the first time, the
Windows 2003 Manage Your Server wizard appears. This
wizard is not necessary for Contact Center Manager Server
functionality.
TIP:
Check the Don’t display this page at logon checkbox.

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

Remove Server 2003 operating system.
Programs.
Using Add or Remove Programs
2 Double-click Add or Remove Programs.
3 Click Add or Remove Windows Components to view a
list of the installed components.
4 IIS is an Subcomponent of Application Server and is
checked by default. Click Application Server, and then
click Details to clear IIS on the components list.
5 Select Management and Monitoring Tools, and then click
Details.
6 Ensure the check box beside SNMP is checked. If it is
checked, then SNMP is installed.
7 Click OK to return to the Add or Remove Windows
Components property page.
10 Check the Use the Windows Device Manager to check that the required
serial port serial ports exist. You require COM1 to provide remote support,
configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on
Meridian Mail.
Checking the required serial ports
2 Click System, and then click the Hardware tab.
3 Click Device Manager, and then double-click Ports (COM &
LPT) to view the communications ports.
4 For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
If a required port does not exist:
1 Ensure that the port is installed.
2 Go to the BIOS and correct the address of the missing port.
Step Details ✔
11 Format all Ensure that the disk drives on the server are formatted according
disk drives. to the requirements for Contact Center Manager Server Release
6.0.
Note:
If the Welcome to the Write Signature and Upgrade Disk
wizard appears, click Cancel. This wizard is only for
configuring dynamic disk partitioning. Release 6.0 supports
Windows basic disk partitioning and dynamic disk volumes.
When partitioning your drives, do not use the Windows
option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully
understand the partition requirements on your new server.
Refer to the section on disk partitioning requirements in your
upgrade procedure. Note that file and folder compression are
also not supported.
Ensuring the disk drives are formatted correctly
1 From the Start menu, choose All Programs >
Administrative Tools > Computer Management.
2 Under Storage, click Disk Management to view and change
disk partitioning.
3 The operating system resides on the C partition. This must
be the only Primary partition. You must configure all other
partitions (D, F, G, and so on) as Logical drives within
Extended partitions on basic disks. The following steps offer
some guidelines on creating extended partitions and logical
drives:

Step Details ✔
Format all disk a. Right-click each disk that you want to configure.
drives b. On the resulting menu, click Create Partition.
(continued). c. Follow the prompts in the Create Partition Wizard to
create an extended partition for each disk.
d. When you have created the extended partitions, you
must create the logical drives by specifying their size
and drive letters. Right-click each disk.
e. On the pop-up menu, click Create Logical Drive.
f. Follow the prompts in the Create Partition Wizard to
create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in
the pop-up menu, then you must choose this option to write a
disk signature before you proceed with creating partitions and
logical drives.
12 Install any If your server requires any additional drivers for your hardware
additional configuration, install them.
drivers
required for
your
hardware
configuration.
13 Test the Use the ping command to test both the Nortel server subnet and
network ELAN subnet network connections.
connection.
14 Install the Install the latest Windows Server 2003 service pack that is
Windows validated with Contact Center Manager Server. You can obtain
Server 2003 this information from the Contact Center Portfolio Service
service pack Packs Compatibility and Security Hotfixes Applicability List.
and any Available on the Partner Information Center Web site
Nortel-
approved
hotfixes.
Step Details ✔
15 Update the Nortel recommends that you restart the computer and update the
emergency emergency repair disk to record the latest configuration data for
repair disk. the server. Do this every time you change the server
configuration (for example, if you change the computer name or
IP address).
TIP
1 From the Start menu, choose All Programs > Accessories
> System Tools > Backup.
2 Follow the on-screen instructions to select what you want to
back up.

Configuring 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 Contact Center

Manager Administration
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 window opens.

5 In the Performance Options window, click the Data Execution
Prevention tab.
Result: The Data Execution Prevention tab opens.
6 On the Data Execution Prevention tab, select Turn on DEP for essential
Windows programs and services only.
7 Click OK.
Result: A warning window appears notifying you that you must restart the
computer for changes to take effect.
8 Click OK.
Result: The System Properties window reappears.
9 Click OK to exit the System Properties window.
10 Restart the server to activate the change to the Data Execution Prevention
settings.
Applying 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, then system
administrators or the contact centre administrator must fulfil this role.
Compatibility of security patches with your server

Whenever 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 when
vulnerabilities are discovered, Nortel recommends that customers follow
Microsoft guidelines as they are issued, including any Microsoft installation
procedures and security patch rollback processes that may be in place. Finally,
you must make a full system backup before patching the system to ensure that a
rollback is possible, if required.
Note: Nortel recommends that you follow the security guidelines for installing
patches, and refer to the latest Contact Center Manager Administration Service
Packs Compatibility & Hotfix Applicability document, available through Nortel
support organizations or your distributor. If your server does not function
properly after you apply a Microsoft security patch, then you must remove the
patch and revert to the previous version of your application (from the backup
you made before applying the patch). For added security, always check to see if
Nortel has already verified the Microsoft patch for its compatibility with your
application.

Chapter 4
Server hardware installation
In this chapter
Overview 74
Connect the Nortel server subnet 75
Connect the ELAN subnet (optional) 77
Connect Meridian Mail with a serial port (if required) 78
Server hardware installation Standard 6.03
Overview
This section describes how to connect external and peripheral hardware

components to the server. Before you can connect these components, you must
install the server hardware according to the manufacturer’s instructions and
recommendations.
Note: When you use a single network interface card (NIC) configuration with
Contact Center Manager Server, or when you move from a dual NIC to a single
NIC, you must add a new route in LD 117 for the router between the switch
subnet and the managed server subnet in the switch. You must also enable this
route in LD 117. For more information refer to the Contact Center
Communication Server 1000/Meridian 1 PBX, and Voice Processing Guide.
The following external connections are required for Contact Center Manager
Server:
a network connection to the Communication Server 1000 or
Communication Server 1000 switch
a network connection to Contact Center Manager Administration
a serial connection with Meridian Mail (if you are using Symposium Voice
Services on Meridian Mail, or if you are using Meridian Mail as your IVR
system)
a serial connection to a modem for remote support. (You can also use a
USB modem connected to a USB port.)
This section provides information about

connecting the Nortel server subnet (not applicable to SIP)
connecting the ELAN subnet (not applicable to SIP)
installing the software feature key adapter
connecting Meridian Mail with a serial port (if you are using Meridian
Mail)
connecting the modem

June 2007 Server hardware installation
Connect the Nortel server subnet
A network card for the Nortel server subnet connects Nortel systems to the
customer’s internal Ethernet LAN.
Notes:
You only require one network interface card for Contact Center Manager
Server; however, if you are planing to use two network interface cards in
your configuration, you must configure the bindings order of the network
interface cards so that the Nortel server subnet network interface card
comes first, then the ELAN network interface card, and then the virtual
adapters for remote access.
If you are using a SIP switch, you can skip this step.
Two network cards

If you use two network interface cards in your Contact Center Manager Server,
you must disable NetBIOS on one or both network interface cards. Nortel
recommends that you disable NetBIOS on the non- Nortel server subnet card.
Disabling NetBIOS
1 From the Start menu, choose Control Panel > Network Connections, and
then select the appropriate network connection.
2 Click Properties.
3 Select Internet Protocol (TCP/IP), and then click Properties.
4 Click Advanced.
5 Click the WINS tab.
6 Select the Disable NetBIOS over TCP/IP check box.
7 Click OK.
Connecting the Nortel server subnet

1 Locate the slot assigned to the Nortel server subnet network interface card
for the server. Make a note of the slot.
2 Write the MAC address of the card on a small label. Attach the label to the
back of the card or the chassis slot position.
3 Connect the cable from the Nortel server subnet to the Nortel server subnet
network interface card in the server in accordance with customer site
networking guidelines.

June 2007 Server hardware installation
Connect the ELAN subnet (optional)
You must configure the ELAN subnet if you are using two network interface
cards. You are not required to configure an ELAN subnet for Contact Center
Manager Server.
Note: If you are using a SIP switch, you can skip this step
Connecting the ELAN subnet

1 Locate the slot assigned to the ELAN network interface card for the server.
Make a note of the slot.
2 Write the MAC address of the card on a small label. Attach the label to the
back of the card or the chassis slot position.
3 Connect the ELAN subnet from the Nortel equipment to the Ethernet hub.
4 Connect the LAN cable from the ELAN network interface card in the server
to the hub.
5 Plug in the power cord for the hub.
Connect Meridian Mail with a serial port (if

required)
The following external connections are required for Contact Center Manager
Server:
a serial connection with Meridian Mail (if you are using Symposium Voice
Services on Meridian Mail, or if you are using Meridian Mail as your IVR
system)
This section provides information about connecting Meridian Mail with a serial
port (if you are using Meridian Mail)
If you are using Access Link for Meridian Mail, to provide voice processing or
IVR services, you must connect the server to Meridian Mail.
Connecting to Meridian Mail with a serial port (COM2)

1 Ensure that COM2 is set to 9600 bps.
a. From Control Panel, choose System.
b. Click the Hardware tab, and then click Device Manager.
c. Choose Ports (COM & LPT).
d. Right-click Communications Port (COM2), and then choose
Properties.
e. Select the Port Settings tab.
2 Ensure there are no resource conflicts.
3 Plug the null modem adapter and RS-232 serial cable from the Meridian
Mail COM port into the COM2 port on the server.
Note: The connection to Meridian Mail is complete.

Chapter 5
Optional system components
In this chapter
Overview 80
Redundant array of independent disks 81
Installing third-party applications 82
Supported co-resident configuration 86
Supported co-resident upgrade procedures 88
Installing co-resident applications on Contact Center Manager Server 94
Optional system components Standard 6.03
Overview
This chapter provides the guidelines for installing optional components on the
Contact Center Manager Server.

June 2007 Optional system components
Redundant array of independent disks
The following components are essential to perform diagnostics, installation, and

maintenance procedures:
Windows Server 2003 (Enterprise or Standard) CD-ROM
manufacturer’s RAID controller driver disk, if a RAID controller is used
manufacturer’s diagnostics software
(optional) blank backup tape for execution of tape diagnostics
manufacturer’s documentation for installing, maintaining, and
troubleshooting the platform and peripherals
For maximum security and mission-critical systems, Nortel recommends that the
server contain a RAID 1 (type 1) controller. The Redundant Array of
Independent Disks (RAID) technology provides disk data redundancy as well as
error detection and correction. With the RAID controller, you can configure your
linked drives into a RAID subsystem.
Microsoft Software-RAID is not supported. However, Nortel supports RAID in

the manner that Stratus implements RAID. RAID 1, also known as disk
mirroring, involves at least two drives duplicating the storage of data. There is
no striping. Read performance is improved since either disk can be read at the
same time. Write performance is the same as for single-disk storage. RAID 1
provides the best performance and the best fault-tolerance in a multi-user
system, but at a higher cost.
Note: RAID 5, on the other hand, involves a rotating parity array, addressing the
write limitation in RAID 4. All read and write operations can be overlapped.
RAID 5 stores parity information but not redundant data. However, parity
information can be used to reconstruct data. RAID 5 requires a minimum of
three and usually five disks for the array. It is best for multi-user systems in
which performance is not critical or which involve few write operations.
RAID implementation issues must be addressed by the RAID vendor. not used
for booting.
Installing third-party applications
Due to the mission-critical, real-time processing performed by Contact Center

applications you must not install any other application class software on the
server. You can install certain utility class software on the server, providing it
conforms to the guidelines listed in this section.
Application class software generally requires a certain amount of system
resources, and therefore, must not be installed on any server running
Contact Center applications. The installation of third-party applications
may cause Contact Center applications to operate outside of the known
engineering limits and can create potential unknown system problems (for
example, CPU contentions, increased network traffic loading, disk access
degradations, and so on).
Certain third-party utility class software applications, such as hardware
diagnostics or backup tools, generally require less system resources during
the normal operation of Contact Center Manager Server, and therefore, and
are permitted. Exceptions are utilities such as screen savers, which can
cause system problems and degrade performance. Anti-virus software is
classified as a utility and is subject to the generic guidelines listed in the
following section. Depending on the Contact Center application type, there
can also be additional anti-virus software guidelines in this document.
Note: Nortel does not support connection to Contact Center Manager Server
through Citrix Presentation Server 4.0. However, you can access Contact Center
Manager Administration and Agent Desktop Displays through Citrix
Presentation Server 4.0.
Generic guidelines for utility-class software applications

The following are generic guidelines for utility-class software:
During run-time, the utility must not degrade the Contact Center
application beyond an average percentage of CPU use (refer to each
specific application section in this document for the recommended
maximum CPU usage level) Furthermore, the utility must not lower the
minimum amount of free hard disk space required by Contact Center
application 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 application.
If the utility has its own database, it must not impact the Contact Center
application database.
Disk compression utilities must not be used.
Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper,
and so on) used to reclaim memory that is unused by Microsoft should not
be used.
The installation or uninstallation of the third-party software must not
impact or conflict with the Contact Center application (for example, it must
not cause DLL conflicts). If such conflicts are discovered, a rebuild of the
server may be necessary.
The implementation personnel must perform tests to ensure these
conditions and recommendations are met prior to putting the Contact
Center application 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 may be asked to remove third-party
software.
Additional guidelines for use of anti-virus software

Nortel acknowledges that user’s security policies may require the installation of
anti-virus software on the application server.
Nortel has selected a representative sample of anti-virus software packages and

has a policy of performing validation of these products to ensure coresidency
with our server application products. The current suite of anti-virus products
Nortel has validated are as follows:
McAfee Netshield
NAV corporate edition
eTrust Anti-virus
The following generic guidelines for the use of anti-virus software:

During service update installation on both the client and server, all anti-
virus functionality should be disabled (for example, firewalls, [passive]
scanning, auto updates, and so on), and should not start up automatically
until the entire Contact Center application installation procedure is
complete. Re-enable anti-virus functionality afterwards, as required.
Infected file quarantine policy on the server and client: Anti-virus software
can be configured to clean up the detected virus automatically and files
should be quarantined if a infected files cannot be cleaned. Nortel should be
contacted to verify wether the quarantine file is part of our product files or
dependent system file. In the event of virus detection, the server should be
removed from the network immediately during virus eradication to prevent
further virus propagation.
Do not connect a Contact Center application platform directly to the
Internet to download virus definitions or updated files. Furthermore, Nortel
recommends that you do not use a Contact Center application client PC to
connect to the Internet. Instead, download virus definitions and updated
files to another location on the customer network and manually load them
from this interim location onto the Contact Center application platform.
Follow the previous procedure for downloading Contact Center application
service updates. This method limits access to the Internet, and thus reduces
the risk of downloading infected files.
Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks
prior to installation or uploading to the server. This practice minimizes any
exposure to infected files from outside sources.
Capacity considerations: Note that running virus scan software can place an
additional load on a Contact Center application platform. It is the
implementation personnel's responsibility to run the performance monitor
tool on the server to gauge CPU utilization. If the anti-virus software scan
causes the platform average CPU utilization to exceed the recommended
percentage for longer than 20 minutes, then the anti-virus software must not
be loaded onto the Contact Center application platform.
For Contact Center Manager Server, Nortel recommends that you exclude
the following files and folders from scans (both real-time and scheduled):
F:\Nortel\Database\
<additional database drive>:\Nortel\Database\
TSM_OAM log folder location
D:\Nortel\iccm\bin\data
D:\Nortel\iccm\data

D:\Nortel\iccm\sdm\log
OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs
D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan
Activity log if you do not exclude this file from scanning.
D:\Nortel\iccm\logs
D:\nortel\iccm\sgm\config\
D:\Nortel\Core\CMF\(current version of CMF)\.
D:\Program Files\Nortel Networks\MAS\ConfMP (for SIP installation)
D:\Program Files\Nortel Networks\MAS\CStore (for SIP installation)
D:\Program Files\Nortel Networks\MAS\IvrMP (for SIP installation)
D:\Program Files\Nortel Networks\MAS\MediaController (for SIP
installation)
D:\Program Files\Nortel Networks\MAS\Mmc (for SIP installation)
Profile\(username)\Application Data\Nortel\Agent Desktop\Logs
Notes:
Nortel does not provide support on the configuration of anti-virus software,
but will endeavour to offer guidance where possible. Questions or problems
on anti-virus software should be directed to the appropriate vendor.
If performance or functionality issues are raised to Nortel support personnel
as part of the fault diagnosis process, you may be asked to remove third-
party utility software or anti-virus software.
Supported co-resident configuration
This section provides a list of possible co-resident combinations for the co-
resident server.
Co-resident table - supported combinations
Contact Center
Contact Center License Manager Communication Server
Manager Server Manager Administration Control Toolkit Utility
✔ ✔
✔ ✔
✔ ✔ ✔
✔ ✔
✔ ✔ ✔
✔ ✔ ✔
✔ ✔ ✔ ✔
✔ ✔
✔ ✔ ✔
✔ ✔ ✔ ✔
✔ ✔ ✔ ✔ ✔
✔ = Supported Combination

Notes:
Contact Center Multimedia and Replication Server cannot coreside with
any other server application.
You must install the Contact Center components in order from left to right.
Supported co-resident upgrade procedures
The table in this section provides a list of the supported co-resident upgrade
procedures.
For more information about upgrading to Contact Center Manager Server and
Contact Center Manager Administration, refer to the Nortel Contact Center
Manager Server Installation and Maintenance Guide and the Nortel Contact
Center Manager Administration Installation and Maintenance Guide for the co-
resident server.

Contact Center
Manager co-
resident new
Computer A Computer B computer C
Symposium Call 1.Upgrade 1. Upgrade 1. Upgrade

Center Server 5.0 Symposium Call Symposium Web Symposium Web
(stand-alone) Center Server 5.0 to Client 4.5 to Contact Client 4.5 to Contact
computer A Contact Center Center Manager Center Manager
Manager Server. Administration on Administration on
2. Upgrade computer B. computer B.
Symposium Web Symposium Web 2. Back up Contact 2. Back up Contact
Client 4.5 (stand- Client 4.5 to Contact Center Manager Center Manager
alone) computer B Center Manager Administration. Administration.
Administration. 3. Uninstall Contact 3. Back up
3. Back up Contact Center Manager Symposium Call
Center Manager Administration. Center Server 5.0 on
Administration. 4. Back up computer A.
4. Install Contact Symposium Call 4. Install Contact
Center Manager Center Server 5.0 on Center Manager
Administration on computer A. Server as Migration
computer A. 5. Install Contact on computer C using
5. Restore Contact Center Manager Back up from Step 3.
Center Manager Server as Migration 5. Install Contact
Administration with on computer B using Center Manager
Back up file from Back up from Step 4. Administration on
Step3. computer C.
Contact Center
Manager co-
resident new
6. Install Contact 6. Restore Contact

Center Manager Center Manager
Administration on Administration with
computer B. the backup file from
7. Restore Contact Step 2.
Center Manager
Administration with
the backup file from
Step2.

Contact Center
Manager co-
resident new
Symposium Call 1. Upgrade 1. Back up Contact 1. Back up Contact

Center Server 5.0 Symposium Call Center Manager Center Manager
(stand-alone) Center Server 5.0 to Administration. Administration on
computer A Contact Center 2. Uninstall Contact computer B.
Manager Server. Center Manager 2. Back up
2. Back up Contact Administration. Symposium Call
Contact Center Center Manager Center Server 5.0 on
Manager 3. Back up
Administration. Symposium Call computer A.
Administration
(stand-alone) 3. Install Contact Center Server 5.0 on 3. Migrate Contact
computer B Center Manager computer A. Center Manager
Administration on 4. Install Contact Server on computer
computer A. Center Manager C using Back up
4. Restore Contact Server as Migration from Step 2.
Center Manager on computer B using 4. Install Contact
Administration with Back up from Step 3. Center Manager
Back up file from 5. Install Contact Administration on
Step 2. Center Manager computer C
Administration on 5. Restore Contact
computer B. Center Manager
6. Restore Contact Administration with
Center Manager the backup file from
Administration with Step 1.
Step 1.
Contact Center
Manager co-
resident new
Symposium Call Use the co-resident N/A 1. Upgrade

Center Server with upgrade procedure. Symposium Web
Symposium Web Client to Contact
Client co-resident Center Manager
computer A Administration on
computer A.
2. Back up Contact
Center Manager
Administration on
computer A.
3. Back up
Symposium Call
Center Server on
computer A.
4. Migrate Contact
Center Manager
Server on computer
C using the backup
from Step 3.
5. Install Contact
Center Manager
Administration on
computer C.
6. Restore Contact
Center Manager
Administration with
Step 2.

Contact Center
Manager co-
resident new
Symposium Call 1. Install Symposium 1.Follow the

Center Server with Web Client on procedure in the
Symposium Web computer B. Contact Center
Client co-resident 2. Back up Manager Server
computer A Symposium Web Installation and
Client on computer Maintenance Guide
A. to upgrade
Symposium Call
3. Restore Center Server 5.0 to
Symposium Web Contact Center
Client on computer Manager Server on
B. Computer C.
4. Upgrade to CCMA
on computer B.
Installing co-resident applications on Contact

Center Manager Server
In Contact Center Manager Server Release 6.0 or later, you can install the
following software on the same server:
License Manager
Server Utility
Installation order
When you are installing co-resident applications, the installation order is
important. You must always install the Contact Center Manager Server software
first, followed by License Manager, Contact Center Manager Administration,
Communication Control Toolkit (if applicable), and then Server Utility.
You do not have to install all co-resident software at once. Instead, you can
install one component, and then install the next component later if you want to
work with a co-resident server. For example, you can install Contact Center
Manager Server, and then, when the Contact Center Manager Server installation
is finished, choose Cancel in the window that asks if you want to proceed with
the co-resident installation. When you want to install Contact Center Manager
Administration on this server, just insert the Contact Center installation DVD to
begin the installation.
Note: During the operating system installation, you have the option to add the
server to an existing Active Directory domain. Do not add the server to the
domain during the operating system installation. Add the server to the domain
after you have installed the operating system, Contact Center Manager Server,
and Contact Center Manager Administration.

If you are installing a co-resident server that includes a Communication Control

Toolkit server, then add the server to a domain after you install the
Communication Control Toolkit software.
With these restrictions in mind, if your company’s security policy requires that
servers must always be part of a domain and you have chosen to install a co-
resident configuration, then you cannot delay the installation of Contact Center
Manager Administration (and Communication Control Toolkit, if applicable) as
this would entail having Contact Center Manager Server running on a server that
is not part of a domain. Instead, you must install Contact Center Manager
Administration (and Communication Control Toolkit, if applicable) directly
after Contact Center Manager Server so that you can add the server to the
domain immediately after the installation.
ATTENTION
When you are installing the latest Service Update,
take note of the Administrator account that you
used to log on to the server. If you have multiple
Administrator accounts, you must ensure that you
always use the same account to install or uninstall
Service Updates, Service Update Supplements,
and any designer fixes or patches on the server. If
you install an update with one account, and then
try to install the next update or uninstall the current
patch while logged on as a different account, the
installation or uninstallation will fail.
Installation tips
Follow the installation and configuration tips in the appropriate document for
each software program:
For information on installing and configuring Contact Center Manager
Server, see the Nortel Contact Center Manager Installation and
Maintenance Guide for the co-resident server.
For information on Contact Center Manager Administration, follow the
installation and configuration procedures listed in the Nortel Contact
Center Manager Administration Installation and Maintenance Guide.
For information on installing and configuring Communication Control

Toolkit, see the Nortel Communication Control Toolkit Installation and
Maintenance Guide.
When installing the chosen software, first install the Contact Center Manager
Server software from the Contact Center installation DVD. Once the installation
is complete, the installation program then asks if you want to install Contact
Center Manager Administration on the server. When you are finished installing
Contact Center Manager Administration, and if you are not installing
Communication Control Toolkit, the system prompts you to restart the server.
However, if you are installing Communication Control Toolkit, then the
installation continues.
Coresidency and your network

When you have the networking feature enabled, and one Contact Center
Manager Server is co-resident with the Contact Center Manager Administration
server, then you can only use this Contact Center Manager Administration server
to administer the Contact Center Manager Server server with which it resides.
Additionally, if you have a stand-alone Contact Center Manager Administration
server and a co-resident Contact Center Manager Administration server, you can
use the stand-alone Contact Center Manager Administration server to administer
the co-resident Contact Center Manager Server/Contact Center Manager
Administration server, but you should not use the co-resident Contact Center
Manager Administration server to administer other Contact Center Manager
Servers in the network. This is because the administration of other non-co-
resident Contact Center Manager Servers puts an additional load on the CPU of
the co-resident server (which may impact the call center operation).
If ADAM replication is enabled on the co-resident Contact Center Manager

Administration server, then this server shares Contact Center Manager
Administration data with all other replication-enabled Contact Center Manager
Administration ADAM instances in your network. For example, if you have a
stand-alone Contact Center Manager Administration server that has a number of
Contact Center Manager Servers configured on it, when this server replicates
with a co-resident Contact Center Manager Administration server, all Contact

Center Manager Servers are also visible on the co-resident server. However,
even though the co-resident Contact Center Manager Administration server
displays these multiple Contact Center Manager Servers, you can use it only to
administer the Contact Center Manager Server with which it resides.
A further consideration is the extra bandwidth usage of co-resident Contact

Center Manager Administration servers that have multiple Contact Center
Manager Servers configured on them. Each Contact Center Manager
Administration server (both stand-alone and co-resident) receives multicast data
from each Contact Center Manager Server on the network. This multicast data is
then consolidated and retransmitted out to the network, which can result in
duplicate multicast data being sent out over the network.
On a co-resident Contact Center Manager Administration server that is not

replicating, Nortel recommends that you configure only the co-resident Contact
Center Manager Server that it will be administering. This configuration
minimizes the amount of multicast data that is retransmitted by Contact Center
Manager Administration on to the network by using the multicast filtering
feature. This feature allows Contact Center Manager Administration to only
transmit multicast data for the configured Contact Center Manager Server. You
must note, however, that this is not possible in a scenario where replication is
enabled and there is more than one Contact Center Manager Server configured
on any of the replicating Contact Center Manager Administration servers.
Notes:
The NCC server must be installed on a stand-alone server; it cannot
coreside with Contact Center Manager Administration on one server.
If you have multiple Contact Center Manager Administration servers in
your network, the data that you create and store on one server (such as
partitions) is only available on this server; it is not reflected on all Contact
Center Manager Administration servers in your network.
Using Contact Center Manager Administration on a co-resident server

When using Contact Center Manager Administration on a co-resident server that
is also used as a Contact Center Manager Client PC (when you launch a browser
session on the co-resident server and work with Contact Center Manager
Administration), to minimize the level of CPU usage, Nortel recommends that
you limit as much as possible the number of historical reports that you run
(either ad hoc or scheduled) and the real-time displays that you launch. Running
historical reports and viewing real-time displays that contain large amounts of
data both cause an increase in the total CPU usage, which could have a negative
effect on the performance of the co-resident server.
When using Contact Center Manager Administration on a co-resident server

with an external Contact Center Manager Client PC, the same note about using
the Historical Reporting component applies: to minimize the level of CPU
usage, Nortel recommends that you limit as much as possible the number of
historical reports that you run (either ad hoc or scheduled) on the co-resident
server.
Nortel recommends that you consult the Capacity Assessment Tool (CapTool)
before using any components on your co-resident server to ensure that the server
meets the requirements of your contact center. As of the date of publication, the
CapTool enables you to assess the setup of your co-resident system when
external clients are used. Future releases of the CapTool will include a co-
resident client/server component. The CapTool is available on the Partner
Information Center (PIC) web site.
Multiple language support

The supported languages for servers are shown in the following table.
Traditional
English Japanese Chinese
Windows Server supported supported supported

2003
CCMS supported supported supported
CCMS, CCMA supported supported supported

CCMS, CCMA, supported supported supported
CCT

Applying patches
When you apply a patch or a Service Update to a co-resident server, always refer
to the Readme file that accompanies the new software for instructions on
installing the update and, in particular, guidelines on whether a server restart is
required. The impact of the upgrade for the co-resident system is always
documented in the readme file.
Backing up and restoring data on a co-resident server

To keep data synchronized between Contact Center Manager Server and Contact
Center Manager Administration on a co-resident server, you must ensure that
whenever you back up one application, you also back up the other at the same
time.
In a co-resident environment, when you perform a full offline backup of the

server, the entire server is backed up, including both the Contact Center
Manager Server and Contact Center Manager Administration applications. This
backup method ensures that the data between the two applications is always
synchronized. You must perform this type of backup with the third-party backup
tool of your choice, ensuring that it is compatible with Contact Center Manager
Server. Nortel does not specifically recommend any tool for its compatibility
with Contact Center Manager Server.
Whenever you perform a partial backup of Contact Center Manager Server, you
must ensure that you also perform a backup of Contact Center Manager
Administration. Furthermore, you must store both backups in the same location.
For information on backing up Contact Center Manager Server, see the Contact
Center Manager Installation and Maintenance Guide for the co-resident server.

Chapter 6
Other configuration tasks
In this chapter
Ensure that the computer name and DNS host name match 102
What is next? 106
Other configuration tasks Standard 6.03
Ensure that the computer name and DNS host

name match
You must ensure your server’s computer name and DNS host name match
exactly, including uppercase and lowercase letters. If these names do not match,
you cannot install the Contact Center Manager Server database software.
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, once 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 Once you have installed the operating system, log on to the server as the
local Administrator.
2 From the Start menu, click Control Panel > System.
Result: The System Properties window appears.

June 2007 Other configuration tasks
3 Click the Computer Name tab.

Result: The Computer Name information appears.
4 Write down the Full computer name exactly as it appears, including case.
Note: Ignore the period at the end of the Full computer name.
5 Click Change.
Result: The Computer Name Changes window appears.
6 Click More.
Result: The DNS Suffix and NetBIOS Computer Name window appears.
7 Compare the NetBIOS computer name on this window with the Full
computer name that you wrote to determine whether the names match
exactly.
8 Perform one of the following tasks:
z If the names match, close the windows you opened and continue with
the configuration of the server.
z If the names do not match, continue with updating the computer name.
Updating the computer name to match the DNS host name

1 Write down the NetBIOS computer name exactly as it appears.
2 In the DNS Suffix and NetBIOS Computer Name window, click Cancel.
Result: The Computer Name Changes window appears.
3 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step 1, and then click OK.
Note: If the only difference between the two names is the case (uppercase
or lowercase letters), you cannot click OK to register the change because
Windows does not recognize changes to case. In this situation, perform the
following workaround:
a. Type any character at the end of the Computer name to enable the OK
button.

June 2007 Other configuration tasks
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. Delete the character at the end of the Computer name.
f. Click OK.
Result: The system prompts you to restart.
4 Click OK.
5 Click OK to close the System Properties window.
Result: The system prompts you to restart the server.
6 Click Yes.
7 When the system has restarted, log on to the server as Administrator.
Domain support
After you install the Contact Center components, you can add the server to the
domain. If you server is already part of a domain, before you install Contact
Center Manager Server, remove the server, create a new user account with local
admin privileges, and then log on with new user.
What is next?
You are now ready to install Contact Center Manager Server. For information
about installing and upgrading Contact Center Manager Server, refer to the
Nortel Contact Center Manager Server Installation and Maintenance Guide for
the co-resident server.

Index
A Date and Time Settings window 50

daylight savings time 50, 62
anti-virus software, guidelines for 83 disabling NetBIOS 75
architecture 13 disk partitioning 34
DNS host name matching 102
documents related to Contact Center 6.0 18
B
backing up data on a coresident server 99
E
ELAN
C connecting 77
setting TCP/IP parameters for 52, 63
checking before installing software 38 ELAN subnet 31
Citrix 82 experience required 17
CLAN extended partitions 34
setting TCP/IP parameters for 52 external connections required for Contact Center
computer name 50 Manager Server 78
matching 102
configuring Windows Server 2003 60
connecting
Meridian Mail 78
G
connecting the Nortel server subnet 76 guidelines for anti-virus software 83
Contact Center Manager Server guidelines for installing utility-class software 82
external connections required for 78
switches supported by 15
Contact Center Manager server
network interface cards 15
H
coresidency High Availability platforms 27
and the customer network 96
coresident
architecture 13 I
backing up and restoring data on 99
combinations 86 IIS service 46
installation order 94 installing coresident applications 94
migration procedures 88 installing windows service packs 47
corporate licensing 13
K
D knowledge required 17
data backing up and restoring 99
Index Standard 6.03
L primary partitions 34
language support 98
licensing
corporate and nodal 13
R
Licensing Modes window 49 RAID 81
Local Area Network (LAN) 15 Regional Settings window 49, 62
related documents 18
required experience 17
M requirements
operating system 46
Meridian Mail restoring data on a coresident server 99
connecting to a serial port 78
migration of coresident software 88
Modem Dialing Information window 51
multiple languages
S
and coresident servers 98 security 42
security patches 72
server operating system 46
N server port usage 39
server security 42
NCC service packs for Windows 2003 47
setting time zone for 50, 62 Session Initiation Protocol (SIP)
NCC server and coresidency 97 network interface information 15
network cards installing two 75 SNMP service 46
Network interface cards (NIC) 15 standalone architecture 13
network security 42 supported coresident combinations 86
Networking Components window 52, 63 switches
Networking Settings window 51 supported by Contact Center Manager
nodal licensing 13 Server 15
Nortel server subnet 31
Nortel server subnet connecting 76
T
O TCP/IP parameters
setting for CLAN 52
operating system requirements 46 setting for ELAN 52, 63
order of coresidency installation 94 time zone, setting for NCC server 50, 62
P U
partitioning disks 34 upgrading coresident servers 88
patches, applying to coresident servers 99 using CCMA 97
Personalize Your Software window 49 utility software, guidelines 82
port usage 39
preinstallation check 38

June 2007 Index
V
virtual memory
checking settings 55, 61
W
Windows 2003 Server Datacenter 37
Windows 2003 Server Enterprise 37
Windows 2003 Server Web 37
Windows 2003 Standard 37
workgroup name
adding 53
Workgroup or Computer Domain window 53
Index Standard 6.03

Reader Response Form
Product release 6.0
Technical Requirements and Operating System
Configuration Guide for the co-resident server
Tell us about yourself:

Name:
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2. How do you use this book?
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If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
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Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
Nortel Contact Center Manager Server
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 Server is proprietary to Nortel Networks. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel Networks
prior to such use. Violations of the license by alternative usage of any portion of this process or the
related hardware constitutes grounds for an immediate termination of the license and Nortel
Networks reserves the right to seek all allowable remedies for such breach.
Publication number: 297-2183-944

Product release: 6.0
Document release: Standard 6.03
Date: June 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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297-2183-944

Nortel Contact Center Manager Server

Product release 6.0 Standard 6.03 June 2007

Publication number: 297-2183-944

Copyright © 2007 Nortel Networks. All Rights Reserved.

Installing and configuring the operating system 45

Server hardware installation 73

Optional system components 79

Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Other configuration tasks 101

vi Contact Center Manager Server

New in this release

8 Contact Center Manager Server

Update to server guidelines

The Nortel Contact Center Manager Server Technical Requirements and

Who should read this guide

10 Contact Center Manager Server

About Contact Center Manager Release 6.0

In addition to Contact Center - Release 6.0 components, the contact center

The ability to process multimedia contacts is provided by the integration (and

12 Contact Center Manager Server

 The License Manager—software that provides access to features within

Nodal and corporate packages

The following diagram illustrates a nodal co-resident Contact Center Manager

Contact Center Manager Server

Contact Center Manager Administration

A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center

Call Server ELAN

Contact Center Manager Server

Skills you need

Required experience or knowledge

For information about Refer to NTP number

Planning and Nortel Contact Center Manager 297-2183-934

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

The Contact Center Nortel Contact Center What is New in 297-2183-903

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

Switch configuration Nortel Contact Center 297-2183-931

Nortel Contact Center Manager 297-2183-937

Nortel SIP Contact Center Switch 297-2183-962

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

18 Contact Center Manager Server

For information about Refer to NTP number

Nortel Contact Center Manager 297-2183-944

Nortel Contact Center Manager 297-2183-213

Nortel Communication Control 297-2183-215

Nortel Contact Center 6.0 Security

For information about Refer to NTP number

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

Nortel Contact Center Manager 297-2183-218

Nortel Contact Center Manager 297-2183-219

Nortel Contact Center Manager 297-2183-926

Nortel Communication Control 297-2183-946

Nortel Media Application Server 297-2183-227

Scripting Nortel Contact Center Manager 297-2183-930

Nortel Contact Center Manager 297-2183-936

Nortel Contact Center Manager 297-2183-940

20 Contact Center Manager Server

For information about Refer to NTP number

Networked contact Nortel Contact Center Manager 297-2183-932

Administering contact Nortel Contact Center Manager 297-2183-927

Nortel Contact Center Historical 297-2183-914

Handling contacts Nortel Contact Center Agent Desktop 297-2183-945

The License Manager—software that provides access to features within

CPU Intel-based CPU, Intel-based CPU, Pentium IV, Intel Xeon

D 8 GB 16 GB N/A Additional NTFS partition on

Windows Server 2003 English Latest service pack tested by