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Nortel Contact Center Manager ServerTechnical Requirements and Operating System Configuration Guide
Product release 6.0 Standard 7.03 July 2007
297-2183-212
Contact Center Manager ServerTechnical Requirements and Operating System Configuration Guide
Publication number: 297-2183-212
Product release: 6.0
Document release: Standard 7.03
Date: July 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Nortel Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks.
*Nortel, the Nortel Networks logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation.
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Technical Requirements and Operating System Configuration Guide i
Contents
1 Getting started 7New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10About Contact Center - Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
2 Server requirements 23Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
3 Installing and configuring the operating system 43Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . 58Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
4 Server hardware installation 71Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . . 76Connect the modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
5 Optional system components 79Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80Third-party software on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
ii Contact Center Manager Server
Contents Standard 7.03
6 Other configuration tasks 87Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 88What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Index 93
Technical Requirements and Operating System Configuration Guide 7
C h a p t e r 1
Getting started
In this chapterNew in this release 8
Overview 10
About Contact Center - Release 6.0 11
Skills you need 16
Related documents 17
How to get help 21
8 Contact Center Manager Server
Getting started Standard 7.03
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 (297-2183-212) for release 7.03.
“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 informationThis 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 requirements” on page 23
“Installing and configuring the operating system” on page 43
“Server hardware installation” on page 71
“Optional system components” on page 79
“Other configuration tasks” on page 87
Other changes
See the following sections for information about changes that are not feature-related.
“Update to server guidelines” on page 9
Technical Requirements and Operating System Configuration Guide 9
July 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.
10 Contact Center Manager Server
Getting started Standard 7.03
Overview
This guide describes the prerequisites required for installing Nortel Contact Center Manager Server.
The Technical Requirements and Operating System Configuration Guide provides information and procedures to help you complete the following tasks:
Install and configure Windows Server 2003.
Understand the hardware requirements for Nortel Contact Center Manager Server.
Who should read this guide
This guide is intended for:
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
administrators who are responsible for monitoring and maintaining the 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 Contact Center Manager Administrator’s Guide.
Technical Requirements and Operating System Configuration Guide 11
July 2007 Getting started
About Contact Center - 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:
call processing
agent handling
management and reporting
networking
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 front-end IVR system for voice processing capabilities.
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 computer—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.
12 Contact Center Manager Server
Getting started Standard 7.03
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 packagesNodal 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.
Technical Requirements and Operating System Configuration Guide 13
July 2007 Getting started
Supported switches
Contact Center Manager Server supports the following switches:
Nortel Communication Server 1000/Meridian 1 PBX
Nortel Communication Server 2x00/DMS
SIP-initiated family of compatible switches
Customer LAN
NC
CC
CM
M
VP
N
Ro
ute
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110
0
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DH
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-res
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(Man
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ple
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, B
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rve
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Ente
rprise
LA
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AN
Inte
rne
t
14 Contact Center Manager Server
Getting started Standard 7.03
Network components
The following major components make up the Contact Center Manager network.
Contact Center Manager AdministrationContact 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 arrangementsAll 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.
Technical Requirements and Operating System Configuration Guide 15
July 2007 Getting started
Customer
LAN
DN
S
DH
CP
Serv
er
Fire
wa
ll
DM
Z
(Optio
na
l)
HD
X A
pplic
ation
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N
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mote
-Sup
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rt
Rem
ote
-Age
nt
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em
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or
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rnal
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erv
er
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/SM
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il S
erv
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ll
(Op
tion
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terp
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LA
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rne
t
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ter
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dia
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ways
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ute
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llPilo
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CC
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CC
T
16 Contact Center Manager Server
Getting started Standard 7.03
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
Technical Requirements and Operating System Configuration Guide 17
July 2007 Getting started
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 engineering guidelines, and server requirements
Nortel Contact Center Manager Planning and Engineering Guide
297-2183-934
Nortel Contact Center Manager CapTool User’s Guide
297-2183-935
Server requirements Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in Release 6.0
297-2183-903
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration Nortel Contact Center Communication Server 1000/Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center – Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system configuration and requirements
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide
297-2183-212
18 Contact Center Manager Server
Getting started Standard 7.03
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide
Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
For information about Refer to NTP number
Technical Requirements and Operating System Configuration Guide 19
July 2007 Getting started
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0
297-2183-227
Scripting Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
For information about Refer to NTP number
20 Contact Center Manager Server
Getting started Standard 7.03
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts Nortel Contact Center Agent Desktop User Guide
297-2183-945
For information about Refer to NTP number
Technical Requirements and Operating System Configuration Guide 21
July 2007 Getting started
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:
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
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.
22 Contact Center Manager Server
Getting started Standard 7.03
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.
Technical Requirements and Operating System Configuration Guide 23
C h a p t e r 2
Server requirements
In this chapterOverview 24
Server hardware requirements 25
Disk partitioning requirements 31
Server software requirements 34
Server port usage 36
Optional servers 39
Contact Center Manager Server security 41
24 Contact Center Manager Server
Server requirements Standard 7.03
Overview
This chapter provides guidelines for preparing your server for installing Contact Center Manager Server (standalone), and shows you how to install the necessary hardware for Contact Center Manager Server.
Note: If you are installing a coresident server, refer to the Contact Center Manager Server Coresident Technical Requirements and Operating System Guide for the coresident server.
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).
Technical Requirements and Operating System Configuration Guide 25
July 2007 Server requirements
Server hardware requirements
This section provides an overview of the hardware requirements for Contact Center Manager 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 PlatformsContact 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/.
Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin.
For more information on Stratus, go to www.stratus.com. Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin.
For more information on Stratus, go to www.stratus.com.
26 Contact Center Manager Server
Server requirements Standard 7.03
The following table lists the hardware requirements for Contact Center Manager Server (standalone configuration only).
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.
Technical Requirements and Operating System Configuration Guide 27
July 2007 Server requirements
Hardware item See Note 1.
Supported minimum
Recommended minimum Additional information
Configuration Voice Only Configuration
This minimum configuration supports a contact center with less than 600 agents and with the following functionality enabled.
Size: < 600 agents, <12,000 calls per hour (CPH)
License Manager: Yes
Open Queue: No
Universal Networking: No
Multimedia/Outbound/Universal Networking
This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
28 Contact Center Manager Server
Server requirements Standard 7.03
CPU Intel-based CPU, Xeon 2 GHz
Intel-based CPU, dual Xeon 2.8 GHz.
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM 1 GB 2 GB Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk partitioning
See “Disk partitioning requirements” on page 31 for this information.
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.
Hardware item See Note 1.
Supported minimum
Recommended minimum Additional information
Technical Requirements and Operating System Configuration Guide 29
July 2007 Server requirements
Hard disk speed
7200 RPM > 7200 RPM
Floppy drive one floppy drive one floppy drive Drive letter must be A.
DVD ROM one DVD ROM drive one DVD ROM drive Drive letter must be E.
Minimum speed is 4X.
Serial portSee Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Additional serial ports are required if you want to use Access Link for Meridian 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 interface
one network interface card with the ELAN subnet connected to the Nortel server subnet through one router.
for legacy isolated ELAN subnet, two network interface cards required
(Network Control Center only requires one network interface card)
one network interface card
(Network Control Center only requires one network interface card)
ELAN subnet must be 10/100 Mb/s Ethernet.
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
Only Ethernet supported. Token Ring ring not supported.
Hardware item See Note 1.
Supported minimum
Recommended minimum Additional information
30 Contact Center Manager Server
Server requirements Standard 7.03
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 the hardware is configured correctly (for instance, make sure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
Video card one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard one keyboard one keyboard
Mouse one mouse one mouse
Modem one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
Backup/Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Hardware item See Note 1.
Supported minimum
Recommended minimum Additional information
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Disk partitioning requirements
This section shows you how to partition your standalone 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 Symposium Call Center Server 5.0 C: partition size is less than 12 GB (standalone), 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 partitionsThe 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.
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Partitioning requirements
The following table lists the disk partitioning requirements for a stand-alone installation.
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.
Drive letter
Minimum size
Recommended size
Maximum size Notes
A 1.44 MB 1.44 MB N/A Floppy drive A.
C 12 GB 16 GB Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows 2003 operating system is installed here.
D 8 GB 16 GB Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server 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 additional drives are used to store the database.
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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.
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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 standalone installation.
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.
Operating system International versions supported Minimum service pack
Windows Server 2003 Release 2, Standard Edition, 32-bit
See Note 1
English
Japanese
Traditional Chinese
See Note 2
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
Windows 2003 Server Release 2, Enterprise Edition, 32-bit
See Note 1
English
Japanese
Traditional Chinese
See Note 2
Windows 2003 Server Datacenter Edition
Not supported N/A
Windows 2003 Server Web Edition
Not supported N/A
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Preinstallion 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. Make sure 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.
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Server port usage
The following table provides the listener ports that Contact Center Manager Server uses.
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.
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2500 ELAN subnet ICM
Note: Not applicable to SIP.
3000 Nortel server subnet MLS (Enterprise Solution Link Services)
Note: Not applicable to SIP.
3150 ELAN subnet CallPilot Integration
Note: Not applicable to SIP.
3151 ELAN subnet CallPilot Integration
Note: Not applicable to SIP.
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
Note: Not applicable to SIP.
10008 ELAN subnet CallPilot Integration
Default port 31200 DB Replication Listener Port
TBA Report Listener TBA
Contact Center Manager Server Port number Network interface Functionality
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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:
Contact Center Manager Server Port number Functionality
3500 Communication Server 2x00/DMS
1550 HDX CAPI
TCP 4422 HDX NameService
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 MCS5100 or SIP Proxy
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Optional servers
This section contains information about optional server.
Network Control Center server
When Contact Center Manager Server sites are connected together in a Wide Area Network (WAN), they require a central, non-call-processing computer to control the network. This computer is known as the Network Control Center (NCC) server. All servers in Contact Center Manager Server are connected to the NCC server, which may be in the same physical location as one of the servers in the network.
This document explains how to configure a server machine running Windows Server 2003 (Enterprise or Standard) for Contact Center Manager Server.
Note: If you are configuring an NCC server, you can use the same procedures in this guide to install and configure Windows Server 2003 on the NCC server. However, the NCC server does not have an Embedded LAN (ELAN) card installed. Ignore all references to ELAN installation and configuration in the installation procedure.
Standby Server
The Nortel Standby Server feature supports a “warm standby” configuration that allows a backup server (Standby Server) to run your call center if the primary server (Active Server) fails. You configure the Standby Server for Contact Center Manager Server in exactly the same way as the Active Server for your Contact Center Manager Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the switch.
For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Server Utility
Use the Server Utility to create and monitor the server activity, and perform other tasks not found in the Contact Center Manager Administration application. The Server Utility consists of the following components:
User Administration
System Administration
PC Event Browser
Provider
Service Monitor
For more information about Server Utility, refer to the Server Utility Help.
You can also install a standalone Server Utility on the following operating systems:
Windows 2000 Server or Windows Server 2003
Windows 2000 Professional
Windows XP
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Contact Center Manager Server security
This section provides an overview of security on the Contact Center Manager Server.
Server security
Perform the following tasks to make sure your Contact Center Manager Server is secure:
Apply Microsoft security on a timely basis.
Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts.
Ensure 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.
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Symposium Link (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.
Overhead, Administration, and Maintenance
Provided by PC Anywhere over a virtual private network (VPN).
Interface Network Security Mechanism
Technical Requirements and Operating System Configuration Guide 43
C h a p t e r 3
Installing and configuring the operating system
In this chapterOverview 44
Installing Windows Server 2003 45
Configuring Windows Server 2003 (if it is already installed) 58
Configuring Data Execution Prevention 68
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Overview
The operating system must reside on drive C:\ of your server with a minimum size of 12 GB. The recommended size is 16 GB.
Follow the checklists in this section to perform on of the following tasks:
If you are installing a new copy of the operating system, refer to section “Performing a new installation of Windows Server 2003” on page 46.
If you are configuring an existing installation, refer to “Configuring Windows Server 2003 (if it is already installed)” on page 58.
Services required for Contact Center Manager Server
Contact Center Manager 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 not be installed. If it is installed, it will degrade the server’s performance. If service is installed, you must remove it while installing or configuring the operating system.
Do not install any additional services on your server that are not installed by default or listed above.
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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 Pre-Installation tab of the Installer’s Roadmap (available on www.norte.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.
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 12 GB. The recommended size is 16 GB.
ATTENTION! Other versions of the Windows Server operating system software are not supported.
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7. 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.
Performing a new installation of Windows Server 2003
Use the following checklist to perform a new installation of Windows Server 2003.
.
CAUTION
Risk of installation failureIf 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.
Install Windows Server 2003
Step Details ✔
1 Set up your RAID configuration.
If your server uses RAID, ensure the RAID configuration is set up according to the manufacturer’s instructions.
2 Obtain the Windows Server 2003 CD-ROM.
Use either Windows Server 2003 (Standard Edition) or (Enterprise Edition).
Note: Do not use Windows Server 2003 Datacenter or Web editions.
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3 Start the Windows Server 2003 installation.
Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for the operating system. 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 Windows Server 2003 Setup wizard.
Use the following guidelines in this table to complete the Windows Server 2003 Setup wizard.
Regional Settings window
Complete this window as required for your site.
Personalize Your Software window
Complete this window as required for your site.
Licensing Modes window
Nortel recommends that you use the Per server licensing mode and that you have a minimum of five concurrent connections. This is the default.
Install Windows Server 2003
Step Details ✔
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Computer Name and Administrator Password window
Enter the computer name and administrator password.
Note: Pay close attention to the naming rules for the computer name as described in the worksheet (no spaces, hyphens, or 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 Manager Administration
Contact Center Multimedia
Communication Control Toolkit
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 Settings window
Complete this window as required for your site. Ensure the correct time zone is set for the server.
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 Automatically adjust clock for daylight saving changes 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.
Install Windows Server 2003
Step Details ✔
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Modem Dialing Information window
Complete this window as required for your site.
Note: This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.
Networking Settings window
After the system has installed the networking components and the status bar has finished scrolling, select Custom settings.
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Networking Components window
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards.
Networking components selectionAfter 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 NetworksFile and Printer Sharing for Microsoft NetworksInternet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet and ELAN cardsComplete 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.
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Step Details ✔
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Workgroup or Computer Domain window
Adding computer to a workgroup1 Select No, this computer is not on a network, or is on a
network without a domain.
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 Windows Server 2003.
After the Windows Server 2003 Setup wizard installation of the operating system is complete, you must configure the operating 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.
Install Windows Server 2003
Step Details ✔
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6 Add or Remove Programs.
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
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.
Install Windows Server 2003
Step Details ✔
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7 Check the virtual memory settings.
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. 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
Install Windows Server 2003
Step Details ✔
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8 Check the binding order for the Nortel server subnet and ELAN cards.
You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.
Configuring the bindings order of the network interface cards
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.
9 Check the serial port configuration.
Use the Windows Device Manager to check that the required serial ports exist. You require COM1 to provide remote support, 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
1 From the Start menu, choose Settings > Control Panel.
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.
Install Windows Server 2003
Step Details ✔
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10 Format all disk drives.
Ensure that the disk drives on the server are formatted according 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:
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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 additional drivers required for your hardware configuration.
If your server requires any additional drivers for your hardware configuration, install them.
12 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
13 Install the Windows Server 2003 service pack.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
Install Windows Server 2003
Step Details ✔
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14 Install the Internet Group Management Protocol patch from Microsoft.
After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.
To download and install the patch, and to find out which 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.
Install Windows Server 2003
Step Details ✔
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Configuring Windows Server 2003 (if it is already installed)
Follow this checklist to configure your previously installed version of Windows Server 2003.
Configuring Windows Server 2003 (already installed)
Step Details ✔
1 Change the Administrator password.
To ensure server security, change the default Administrator password for Windows as soon as possible.
2 Check the licensing mode.
Nortel recommends that you use the Per server licensing mode, and that you have a minimum of five concurrent connections. This is the default setting.
1 From the Start menu, choose Settings > Control Panel.
2 Double-click Licensing to view and change the licensing mode.
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3 Check the virtual memory settings.
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. 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.
Configuring Windows Server 2003 (already installed)
Step Details ✔
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4 Date and Time Settings.
Complete this window as required for your site. Ensure the correct time zone is set for the server.
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 Automatically adjust clock for daylight saving changes 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 computer name.
Ensure that the computer name for your server is entered correctly, as recorded in the Installer Roadmap (www.nortel.com/pic).
Tip:
1 From the Start menu, choose Settings > Control Panel.
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 workgroup name.
Ensure that the workgroup name for your server is entered correctly as recorded in the Installer Roadmap.
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.
Configuring Windows Server 2003 (already installed)
Step Details ✔
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7 Check the bindings order for the Nortel server subnet and ELAN subnet cards
You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, then the virtual adapters for remote access.
Configuring the bindings order of the network interface 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 uses a single network interface card (NIC), ensure that only one NIC is enabled. If the server uses dual NIC configuration, ensure that there are only two NICs enabled. All of the other NICs must be disabled and do not have IP addresses assigned to them.
Configuring Windows Server 2003 (already installed)
Step Details ✔
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Networking Components window
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN 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)
Configuring Windows Server 2003 (already installed)
Step Details ✔
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July 2007 Installing and configuring the operating system
Networking Components window (continued)
TCP/IP parameters for Nortel server subnet and ELAN subnet cards (optional)
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.
1 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 Windows Server 2003.
After the Windows Server 2003 Setup wizard completes the installation of the operating system, you must configure the 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.
Configuring Windows Server 2003 (already installed)
Step Details ✔
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9 Add or Remove Programs.
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
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 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 serial port configuration.
Use the Windows Device Manager to check that the required serial ports exist. You require COM1 to provide remote support, 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
1 From the Start menu, choose Settings > Control Panel.
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.
Configuring Windows Server 2003 (already installed)
Step Details ✔
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July 2007 Installing and configuring the operating system
11 Format all disk drives.
Ensure that the disk drives on the server are formatted according 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:
Configuring Windows Server 2003 (already installed)
Step Details ✔
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Format all disk drives (continued).
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.
12 Install any additional drivers required for your hardware configuration.
If your server requires any additional drivers for your hardware configuration, install them.
13 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
14 Install the Windows Server 2003 service pack and any Nortel-approved hotfixes.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
Configuring Windows Server 2003 (already installed)
Step Details ✔
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July 2007 Installing and configuring the operating system
15 Update the emergency repair disk.
Nortel recommends that you restart the computer and update the emergency repair disk to record the latest configuration data for 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 Windows Server 2003 (already installed)
Step Details ✔
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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
Note: 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.
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July 2007 Installing and configuring the operating system
Result: The System Properties window opens.
3 Click the Advanced tab.
4 In the Performance section of the window, click Settings.
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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.
Technical Requirements and Operating System Configuration Guide 71
C h a p t e r 4
Server hardware installation
In this chapterOverview 72
Connect the Nortel server subnet 73
Connect the ELAN subnet (optional) 75
Connect Meridian Mail with a serial port (if required) 76
Connect the modem 77
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Server hardware installation Standard 7.03
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 Meridian 1, Communication Server 1000, and Voice Processing Guide.
The following external connections are required for Contact Center Manager Server:
a network connection to the Communication Server 1000/Meridian 1 PBX or Communication Server 2x00/DMS switch
a network connection to the Contact Center Manager Server Release 6.0 client
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 ELAN subnet
connecting the Nortel server subnet
installing the software feature key adapter
connecting Meridian Mail with a serial port (if you are using Meridian Mail)
connecting the modem
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July 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.
Note: 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.
Two network cards
If you use two NIC cards in your Contact Center Manager Server, you must disable NetBIOS on one or both of the NIC 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.
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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.
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July 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.
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.
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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.
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July 2007 Server hardware installation
Connect the modem
An external modem connected to a serial port on the server provides connectivity for technical support personnel. Use this procedure to connect the modem. The modem must have a minimum capability of 56 kbits/sec and be compatible with the US Robotics Sportster 56 modem.
Connect the modem (USB)
An external modem connected to an USB port on the server provides connectivity for technical support personnel. Use this procedure to connect the USB modem.
Read the installation instructions supplied by the modem manufacturer.
Installing the modem (USB)
1 Ensure that the AC cord of the modem is not plugged in.
2 Connect the large 25-pin male connector to the back of the modem.Tighten the connector screws.
3 Connect the 9-pin female connector to COM1 at the rear of the server. Tighten the connector screws.
4 Check that the modem switches are set as follows:
Note: The following table shows switch settings for the US Robotics Sportster 33.6 modem. Use these settings as a guide to the features required if you are installing a different type of modem.
Switch position
Up(OFF)
Down(ON) Feature/Function
1 OFF Normal DTR operation (The computer must provide a DTR signal for the modem to accept commands. Dropping DTR terminates a call.)
Modem ignores DTR (override)
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5 Connect one end of the telephone cable to the modem RJ-11 jack labeled LINE.
6 Connect the other end of the telephone cable to the RJ-11 jack in the wall.
7 Connect the power cord to the modem, and plug the other end into a wall receptacle or power bar.
8 Turn on the modem.
2 OFF Verbal (word) results
Numeric results
3 Suppresses results codes
ON Enables results codes
4 Echoes keyboard commands
ON Suppresses echo of keyboard commands
5 Modem answers on first ring, or higher if specified in NVRAM
ON Disables auto answer
6 OFF Modem sends Carrier Detect when it connects with another modem; drops Carrier Detect on disconnect
Carrier Detect is always on (override)
7 OFF Loads Y or Y1 configuration from user-defined nonvolatile memory (NVRAM)
Loads and F0-Generic template from read-only memory (ROM)
8 Disables command recognition (dumb mode)
ON Enables command recognition (smart mode)
Switch position
Up(OFF)
Down(ON) Feature/Function
Technical Requirements and Operating System Configuration Guide 79
C h a p t e r 5
Optional system components
In this chapterRedundant array of independent disks 80
Third-party software on the server 81
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Optional system components Standard 7.03
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.
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July 2007 Optional system components
Third-party software on the server
Due to the mission-critical, real-time processing performed by Contact Center Manager Server, 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 the following section.
Application class software generally requires a certain amount of system resources, and therefore, must not be installed on any server running Contact Center Manager Server. The installation of application class third-party applications may cause a real-time system, such as Contact Center Manager Server, to operate outside of the known engineering limits and, therefore, 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, generally require less system resources during the normal operation of Contact Center Manager Server, and therefore, are permitted. Exceptions are utilities such as screen savers, which may cause system problems and degrade performance. Antivirus software is classified as a utility and is subject to the following generic guidelines, as well as a specific series of recommendations detailed in “Additional guidelines for use of antivirus software” on page 83.
Note: Nortel does not support connection to Contact Center Manager Server through a Citrix environment. However, you can now access Contact Center Manager Administration and Agent Desktop Displays through Citrix MetaFrame XPb environment.
The following third-party software is provided on the Nortel Contact Center DVD:
Symantec pcAnywhere 11.5
Crystal Enterprise 10 Embedded software
Sybase Open Client version 12.5
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Guidelines for utility class software applications
The following are generic guidelines for utility-class software:
The utility must not reduce the hard disk space available to Contact Center Manager Server and the Windows Server 2003 operating system below the minimum required.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center Manager Server software (for example, it must not cause.DLL conflicts). If such conflicts occur, you may need to rebuild the server.
If the utility has its own database, it must not impact the Contact Center Manager Server Sybase database.
The utility must not interfere with Contact Center Manager Server services in any way. (For example, do not use third-party server management and monitoring utilities to shut down or restart Contact Center Manager Server services).
The utility must not administer the Contact Center Manager Server software.
The utility must not use ports that are reserved for Contact Center Manager Server.
During run time, the utility must not degrade the Contact Center Manager Server system beyond an average 50 percent CPU utilization.
Do not use disk compression utilities.
Do not use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) to reclaim memory that is unused by Microsoft.
Before putting the server into production, implementation personnel must test to ensure these conditions and recommendations are met. Nortel support personnel may ask for the results of the testing during fault diagnosis.
Note: If performance or functionality issues are raised to Nortel support personnel, as part of the fault diagnosis process, the customer/distributor may be asked to remove third-party software.
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July 2007 Optional system components
Additional guidelines for use of third-party backup software
Contact Center Manager Server does not provide a full backup facility. You can use third-party backup software to create a full backup of your server. If you do, additional guidelines apply.
Note: Even if you create a full backup, you must continue to perform regular Contact Center Manager Server database backups. Due to the proprietary functions called during backup of the database, you must use the backup utility provided with Contact Center Manager Server to perform database backups.
Additional guidelines for use of antivirus software
The risk of virus infection on the server in Contact Center Manager Server is minimal due to the limited access required for support of the server. Typically, only maintenance personnel have local access to the servers or remote access through pcAnywhere connections. However, Nortel acknowledges that some customers’ security policies may require the installation of antivirus software on the server in Contact Center Manager Server.
Nortel has tested a representative sample of antivirus software packages (Norton Antivirus, McAfee NetShield, and Computer Associate eTrust) to determine the following generic guidelines for the use of antivirus software:
Install the antivirus software after installing Contact Center Manager Server. When the antivirus software is installed, it is the implementation personnel’s responsibility to perform testing with the antivirus software, in accordance with the guidelines for utility-class implementations outlined above. If, however, the antivirus software is already installed on the server computer as part of the customer’s corporate policy, ensure to disable the antivirus software when installing Contact Center Manager Server.
During patch installations, all antivirus functionality must be disabled (for example, firewalls, [passive] scanning, auto updates, and so on), and must not start up automatically until the entire Contact Center Manager Server installation procedure is complete. Reenable antivirus functionality afterwards, as required.
Virus scans must be set to run on the server during off-peak hours, and not to start on the hour.
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Note: Several maintenance tasks are automatically activated on Contact Center Manager Server at midnight, so an off-midnight time must be ensured. Similarly, active virus scans must be disabled when running diagnostic traces or logs on the server.
The antivirus software must not be configured to deal automatically with suspected infected files. In the event of infected files being located, do not attempt to replace or remove them. Contact your local Nortel support representative for assistance in determining if the files are part of the Contact Center Manager Server application or critical system files.
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)\ (for SIP installation)
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.
Simple Network Management Protocol (SNMP) alerting on virus confirmation (Nortel recommends that you do not activate SNMP alerting; you encounter file access errors in the Scan Activity log if you do not exclude the latter file from scanning.)
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July 2007 Optional system components
You must not connect Contact Center Manager Server directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use the Contact Center Manager Server client to connect to the Internet. Instead, you must download virus definitions and updated files to another location on the customer network, and manually load them on the Contact Center Manager Server. This is the same recommended procedure for downloading PEPs. This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all PEP files, DVD-ROMs, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Nortel has not tested SNMP alerting on virus confirmation, and is unable to ascertain any potential impact on the Contact Center Manager Server. Nortel does not recommend, therefore, that you activate this feature.
Virus scan software can place an additional load on the Contact Center Manager Server. It is the implementation personnel’s responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the antivirus software scan causes the Contact Center Manager Server average CPU utilization to exceed 50 percent for longer than 20 minutes, then the antivirus software must not be loaded onto the Contact Center Manager Server.
Notes:
Nortel does not provide support on the configuration of antivirus software, but it tries to offer guidance where possible. Questions or problems on antivirus software must be directed to the appropriate vendor.
The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel does not plan to perform ongoing compatibility testing, or testing on other antivirus packages.
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Technical Requirements and Operating System Configuration Guide 87
C h a p t e r 6
Other configuration tasks
In this chapterEnsure the computer name and DNS host name match 88
What is next? 92
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Other configuration tasks Standard 7.03
Ensure 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 Administrator.
2 From the Start menu, choose Control Panel, and then click the System icon.
Result: The System Properties window appears.
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July 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.
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7 Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8 Perform one of the following tasks:
If the names match, close the windows you opened and continue with the configuration of the server.
If the names do not match, complete the following procedure.
Updating the computer name to match the DNS host name
Note: This procedure is a continuation of the previous procedure.
1 Write down the NetBIOS computer name exactly as it appears.
2 In the DNS Suffix and NetBIOS Computer Name window, click Cancel.
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:
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July 2007 Other configuration tasks
a. Type any character at the end of the Computer name to enable the OK button.
b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart the server.
Result: The System Properties window appears.
d. Click Change.
e. 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
Do not add the server to the domain until you complete the Contact Center Manager Server installation. If your server is part of a domain, then remove the server, create a new user account with local admin privileges, and then log on with new user.
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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.
Technical Requirements and Operating System Configuration Guide 93
Index
Aantivirus software 81
guidelines 83application-class software 81architecture 12
Bbackups
guidelines for third-party 83
Cchecking before installing software 35CLAN
connecting 73setting TCP/IP parameters for 50
computer name 48matching with DNS host name 88
configuring Windows Server 2003 58connecting
Meridian Mail 76Contact Center Manager Server
switches supported by 13Contact Center Manager server
network interface cards 14coresident
architecture 12corporate licensing 12
DDate and Time Settings window 48daylight savings time 48, 60disk compression utilities on the Symposium
Call Center Server 82disk partitioning 31DNS host name
matching with computer name 88
EELAN
connecting 75setting TCP/IP parameters for 50, 62
ELAN subnet 29experience required 16extended partitions 31external connections required for Symposium
Call Center Server 76
Gguidelines
anti-virus software 83third-party backup software 83utility-class software 82
guidelines for installing utility-class software 82
Hhardware diagnostics on the Symposium Call
Center Server 81High Availability platforms 25
Iinfected files 84installing windows service packs 45
Kknowledge required 16
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Index Standard 7.03
Llicensing
corporate and nodal 12Licensing Modes window 47Local Area Network (LAN) 14
Mmanagement utilities on the Symposium Call
Center Server 82memory tweaking utilities on the Symposium
Call Center Server 82Meridian Mail
connecting to a serial port 76Modem Dialing Information window 49monitoring utilities on the Symposium Call
Center Server 82
NNCC
setting time zone for 48, 60Network interface cards (NIC) 14Networking Components window 50, 62Networking Settings window 49nodal licensing 12Nortel server subnet 24
Ppartitioning disks 31Personalize Your Software window 47port usage 36preinstallation check 35primary partitions 31
RRegional Settings window 47, 60required experience 16requirements
anti-virus software 83
third-party backup software 83utility-class software 82
Sscreen savers on the Symposium Call Center
Server 81security 41server port usage 36Server Utility
introduction 40service packs for Windows 2003 45Session Initiation Protocol (SIP)
network interface information 14software
third-party allowed on the server 81standalone architecture 12Stratus 25switches
supported by Contact Center Manager Server 13
Symposium Call Center Serverexternal connections required for 76
TTCP/IP parameters
setting for CLAN 50setting for ELAN 50, 62
third-party software 81guidelines for utility class 82
time zone, setting for NCC server 48, 60
Uutility software, guidelines 82utility-class software 81
guidelines 82
Vvirtual memory
checking settings 53, 59
Technical Requirements and Operating System Configuration Guide 95
July 2007 Index
virus scans 83
WWindows 2003 Server Datacenter 34Windows 2003 Server Enterprise 34Windows 2003 Server Web 34Windows 2003 Standard 34workgroup name
adding 51Workgroup or Computer Domain window 51
96 Contact Center Manager Server
Index Standard 7.03
Reader Response FormContact Center Manager Server Product release 6.0Technical Requirements and Operating SystemConfiguration Guide
Reader Response Form
Reader Response Form
Tell us about yourself:
Name:
Company:
Address:
Occupation: Phone:
1. What is your level of experience with this product?
New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5. What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6. How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-way, Ireland.
Nortel Contact Center Manager ServerTechnical Requirements and Operating System Configuration Guide
Nortel Networks
Mervue Business ParkGalway, 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: 297-2183-212
Product release: 6.0
Document release: Standard 7.03Date: July 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
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