nn44400-511 01.04 sip commissioning

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Nortel Contact Center

SIP Commissioning

NN44400-511



Document status: StandardDocument issue: 01.04Document date: 17 December 2009Product release: Release 7.0Job function: ConfigurationType: Technical documentLanguage type: English

Copyright © 2009 Nortel Networks.All Rights Reserved.

While the information in this document is believed to be accurate and reliable, except as otherwiseexpressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUTWARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The informationand/or products described in this document are subject to change without notice.

Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession aretrademarks of Nortel Networks.

Internet Explorer, Office Communications Server 2007, and Windows are trademarks of Microsoft

Corporation.

All other trademarks are the property of their respective owners.



Nortel Contact CenterSIP Commissioning

NN44400-511 01.04 StandardRelease 7.0 17 December 2009

Copyright © 2009, Nortel Networks

Contents

New in this release 5Features 5

Microsoft Office Communications Server 2007 5

Instant messaging and presence 5

New contact types 6Increased capacity 6

Other changes 6

Content arrangement 6

Introduction 7Introduction to TDM and SIP Contact Centers 7

Traditional TDM Contact Center 7

Introduction of SIP 8

SIP Contact Center 8

CDNs and SIP Route Points 10

Networking Routing Service (NRS) 10New in this Release 10

Communication Server 1000 configuration 13Adding SIP Endpoints for Contact Center Manager Server 17

Adding SIP Routing Entry for Contact Center Manager Server 19

Configuring the Signaling Server for SIP CTI (Remote Call Control) 20

Configuring the Call Server for SIP CTI (Remote Call Control) 21

Configuring Agent DN with SIP CTI (RCC) on the Call Server 22

Configuring Communication Server 1000 for SIP fall-back to ACD 23

Office Communications Server configuration 26

Ensuring that OCS supports TCP SIP Transport connection type 27Adding Contact Center Manager Server as an authorized host 28

Adding a static route from OCS to Contact Center Manager Server 29

Contact Center Manager Server configuration 31Adding the Contact Center Manager Server to Contact Center Manager

Administration 33

Adding route points for voice and instant messages 33

Adding media servers 35



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Contents




Adding media servers to the required services 36

Adding agents to the contact center 37

Adding a TFE script 39

Interactive Communications Portal configuration 40Running Contact Center ICP Services.exe on the ICP server 41

Adding the license for the CCIS service 42

Adding Contact Center Manager Server as a trusted node 43

Uploading a batch zip file 44

Uploading a media file 45

Configuring ICP settings for SIP Contact Center 46

Agent configuration in Communication Control Toolkit 48Importing Windows users into Communication Control Toolkit 49

Importing agents into Communication Control Toolkit 51

Mapping agents to Windows users 51

Contact Center Agent Desktop deployment 53Deploying Contact Center Agent Desktop for the first time 54

Logging on to the Contact Center Agent Desktop 55

Configuring CCMM user name and password and OCS account details 56

Starting the Contact Center Agent Desktop after initial installation 57

SIP Contact Center testing 58Verifying correct operation 58

Hotdesking configuration 59Logging on to Virtual Office remotely 59

Logging off of Virtual Office 60






New in this release

The following sections detail what is new in Nortel Contact Center SIP Commissioning (NN44400-511) for Release 7.0.

Navigation• Features (page 5)

• Other changes (page 6)

FeaturesSee the following sections for information about feature changes:

• Microsoft Office Communications Server 2007 (page 5)

• Instant messaging and presence (page 5)

• New contact types (page 6)

• Increased capacity (page 6)

Microsoft Office Communications Server 2007Microsoft Office Communications Server (OCS) 2007 provides features suchas enterprise-wide presence, security-enhanced enterprise instantmessaging, host on-premise audio, and Voice over IP (VoIP).

Instant messaging and presenceEnterprises can use OCS 2007 to share presence information and instantmessages with partners, suppliers, customers and users on other privateenterprise networks and with public instant messaging services like MSN,AOL, and Yahoo. The capability to exchange presence status and instantmessages (IM) with external parties is known as federation. Remote access,

federation, and public IM server connectivity all use similar access techniques.Agents can use presence information to engage the skills of knowledgeworkers in a partner enterprise and request assistance with contact centercontacts.



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New in this release




New contact typesFor Release 7.0, Contact Center Multimedia is part of the SIP Contact Centersolution. Contact types not available in Release 6.0 (such as outbound voice,e-mail, and Web communications) are available for Release 7.0. However,

video is not available for Release 7.0.

Increased capacityThe following table shows the improved capacity between SIP Contact CenterRelease 6.0 and 7.0.

Other changes

See the following sections for information about changes that are not feature-related:

• Content arrangement (page 6)

Content arrangementThe documentation suite for Contact Center 7.0 is rearranged to fulfill therequirements for the Nortel modular format. The content in this document issorted by job functions and tasks rather than by servers. Use the Nortel Contact Center Documentation Roadmap (NN44400-113) to determine whichdocument to review.

Release 6.0 Release 7.0

Maximum configuredagents

6000 6000

Maximum active voice

agents

500 1500

Maximum voice contacts/ hour

18 000 30 000

Maximum multimediacontacts/hour

0 5000

Maximum multimediaagents

0 600






Introduction

This document introduces SIP based Contact Centers and it describes thenecessary steps to configure a SIP Contact Center.

Introduction to TDM and SIP Contact CentersThe following sections describe how SIP based contact centers have evolvedfrom traditional TDM based contact centers. It describes the basic conceptsand components of a SIP based contact center and why SIP contact centersno longer use a CS1000 CDN.

Traditional TDM Contact CenterCommunication Server 1000 uses a Call Server (CS) to handle traditionalTDM telephony. Traditional TDM based phone sets connect directly to this CallServer. In TDM based contact centers the Contact Center Manager Server(CCMS) controls the Communication Server 1000 (CS1000) contact center

calls by controlling a Controlled Directory Number (CDN) on the CS1000 CallServer. The CCMS communicates with the CS1000 Call Server using aproprietary Nortel Application Module Link (AML) over an embedded network(E-LAN). Each CCMS requires a dedicated Communication Server 1000 tohandle the contact center calls. Using a CCMS to control contact center callslike this allows CCMS support skill based routing, call treatments andreporting.



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Introduction




TDM based Contact Center

Introduction of SIPThe Session Initiation Protocol (SIP) is a signalling protocol widely used forcontrolling multimedia communication sessions such as voice and video callsover Internet Protocol (IP). SIP works in the application layer of the OpenSystems Interconnection (OSI) communications model. SIP can establishmultimedia sessions or Internet telephony calls, and modify, or terminatethem. SIP is designed to be independent of the underlying transport layer. Itis a text-based protocol, incorporating many elements of the HypertextTransfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP)allowing for direct inspection by administrators.

SIP Contact CenterCommunication Server 1000 Release 4.0 introduced SIP support.Communication Server 1000 uses an additional server, called a SignallingServer (SS) to handle SIP signalling. The Signalling Server connects to thetraditional Call Server via a local ELAN. The SS converts traditional signalslike PRI DCHs into new interfaces such as SIP trunks and SIP CTI (TR87/ CSTA). The SS has two network interfaces to support this functionality, onefacing the ELAN and the other facing the T-LAN/IP Network.



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Introduction




CCMS added a SIP Gateway Manager (SGM) component to support SIP. TheSGM is a CCMS component that communicates with the outside world usingthe SIP protocol. The CCMS SGM is a standalone SIP element that canreceive and process IP calls without help from a Communication Server 1000.

The CCMS SGM is the call processor in the Contact Center.

A SIP CTI application on the SS looks like a TAPI application from a CS pointof view. The SIP CTI application acquires and controls telephone sets, anduses a ELAN configuration in the same way as any TAPI application would.The SIP CTI application communicates via SIP, with CSTA (TR87) on its IPside.

SIP based Contact Center

SIP Contact Centers no longer need an ACD, CDN or ACD phones on theCommunication Server 1000. Calls can originate anywhere in the SIPnetwork. In smaller deployments, calls typically enter via a PRI link into theCS1000. The CS1000 uses its DSPs to convert TDM calls into IP andtandems these IP calls for processing to the SIP CC. When incoming PSTNtrunk calls need to be processed by the SIP contact center, the CS1000 SS



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Introduction




converts them from TDM into IP and tandems them onto the SIP CC.Nortel standard dialling plans are employed to incorporate the SIP CC into theoverall dialling plan setup.

CDNs and SIP Route PointsIn a traditional TDM contact center, a CDN and its ACD/Agents are configuredon the Communication Server 1000 CS. When the CCMS starts up, it acquiresthe CDN (and its agents) using the AML link into the CS1000.

In a SIP contact center, the CDN (called a Route Point in SIP) is no longer onthe CS1000, so there is nothing to be acquired on the Communication Server1000. The CCMS no longer has an AML link with the CS1000 and therefore itcan not control its CDNs.

CCMS SGM emulates and controls CDNs (SIP Route Points) configured inCCMA.

Networking Routing Service (NRS)Networking Routing Service (NRS) is a software application. The NRS mayrun on the CS1000 Signalling Server or on a standalone Commercial Off TheShelf (COTS) server.

There are two types of NRS: SIP Redirect Server (SRS), and SIP ProxyServer (SPS).

The NRS provides routing services to SIP compliant devices. The CS1000needs an NRS to route calls to the SIP Contact Center. The SIP Contact

Center (CCMS SGM) may route voice calls to contact center agents via theNRS.

New in this ReleaseIn Release 7.0, SIP supports the following contact types:

• voice

• instant message (IM)

• multimedia (Web communications, outbound, e-mail)

SIP Contact Center is installed in an environment that supports ConvergedOffice. Although Converged Office is not mandatory, the OfficeCommunications Server and the Communication Server 1000 must be able tosupport it, as SIP Contact Center employs the same interfaces, such as SIPtrunking (TCP) and SIP Computer Telephony integration (CTI) for RemoteCall Control (RCC).

This guide is presented in an order that allows the different aspects of thesolution to operate as intended.



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Introduction




Navigation• Communication Server 1000 configuration (page 13)

• Office Communications Server configuration (page 26)

• Interactive Communications Portal configuration (page 40)

• Contact Center Manager Server configuration (page 31)

• Agent configuration in Communication Control Toolkit (page 48)

• Contact Center Agent Desktop deployment (page 53)

• SIP Contact Center testing (page 58)

• Hotdesking configuration (page 59)






Communication Server 1000configuration

This chapter describes how to configure the Communication Server 1000switch for a SIP contact center.

This chapter also describes how to configure the Communication Server 1000to continue processing calls should the SIP Contact Center be taken off linefor maintenance, or in the unlikely event of an outage.

Prerequisites to Communication Server 1000 configuration• A detailed presentation on SIP concepts and configuration on CS 1000 for

SIP/OCS Contact Center and Contact Center Express may be found withthe Contact Center Technical Documentation collection on the NortelTechnical Support portal. See SIP Deployment and Troubleshooting on CS 1000 for SIP/OCS Contact Center 7.1 and Contact Center Express 7.1available in the Contact Center Technical Documentation collection on the

Technical Support por tal at www.nortel.com/support.• You should be familiar with IP Telephony, including SIP Trunking and

TR87 CTI on the Communication Server 1000.

• Engineer the Communication Server 1000 system so it is capable ofsupporting SIP, in particular DSP hardware resources to support TDM/IPtranscoding. Incoming PSTN calls will require one DSP per call. Agentswith TDM sets will each require another DSP. For more information, seeCommunication Server 1000M Large System Planning and Engineering - (NN43021-220) and Communication Server 1000E Planning and Engineering - (NN43041-220) .

• Obtain suitable licenses and packages for SIP trunking, T87A Class ofService (CLS), and SIP CTI services.

• Configure SIP trunking and SIP CTI in the same way as you configureConverged Office. For more information, see Nortel Converged Office Fundamentals Microsoft Office Communications Server 2007 (NN43001-121).

• Configure a dialing plan (CDP or UDP) using Element Manager orCS 1000 overlays required to route calls from the Communication



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Communication Server 1000 configuration




Server 1000 towards the SIP Contact Center Manager Server. Typically,this configuration occurs through the SIP trunk towards the NetworkRouting Service (NRS). This dialing plan can already exist on yournetwork (you can determine this from your system diagram and the Nortel

Contact Center Installer Roadmap (NN44400-310).

Communication Server 1000 configuration proceduresThis task flow shows the sequence of procedures you perform to configure theCommunication Server 1000 for a SIP-enabled contact center.

There is an optional procedure covering SIP Contact Center fall-back toCommunication Server 1000 ACD.

To link to any task, go to Communication Server 1000 configuration navigation(page 16).



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Communication Server 1000 configuration procedures



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Communication Server 1000 configuration navigation• Adding SIP Endpoints for Contact Center Manager Server (page 17)

• Adding SIP Routing Entry for Contact Center Manager Server (page 19)

• Configuring the Signaling Server for SIP CTI (Remote Call Control)(page 20)

• Configuring the Call Server for SIP CTI (Remote Call Control) (page 21)

• Configuring Agent DN with SIP CTI (RCC) on the Call Server (page 22)

• Configuring Communication Server 1000 for SIP fall-back to ACD(page 23)



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Adding SIP Endpoints for Contact Center Manager ServerThe Contact Center Manager Server is added as a static Endpoint to the NRS,as dynamic Registration is not yet supported. Once added, routing entries arealso added, to enable the NRS decide, based on received REQUEST URI’s,when to forward calls to this new Contact Center Manager Server endpoint.

Various types of Network Routing Services are available for theCommunication Server 1000, such as SIP Redirect Server (SRS) or SIPProxy Server (SPS).

Procedure steps

Step Action

1 Log on to Element Manager of the NRS.

2 In the navigation pane, expand the Numbering Plan option.

3 Click Endpoints, Gateway Endpoints.

4 Under Managing, click on the Standby database.

5 In the Limit results to Domain, select the appropriate domain from the Allservice domains drop-down box.

6 In the Limit results to Domain, select the appropriate domain from the AllL1 domains drop-down box.


This selects the domain to which the new Endpoint will be added and theAdd button is now enabled.

8 Click Add.

9 In the End point name box, type the name of the Contact Center ManagerServer.

10 Enter a Description. Enter a descriptive name for the CCMS in yourContact Center.

11 Scroll down to find the Static endpoint address field.

12 In the Static endpoint address box, type the IP address of the ContactCenter Manager Server.

13 From the SIP support drop-down list, select Static SIP endpoint.

14 Click the SIP TCP transport enabled check box. (UDP may also beselected. TLS is not yet supported).

15 Click Save.

16 In the left pane, click System, Database.

17 Click Cut over.



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18 Click Commit.

--End--



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Adding SIP Routing Entry for Contact Center Manager ServerRouting entries enable the NRS decide when to forward calls to the ContactCenter Manager Server endpoint.

Procedure to add a SIP Routing Entry for Contact Center Manager Server.

Prerequisites• Need to know the dialling plan entry.

Procedure steps

Step Action

1 Log on to Element Manager of the NRS.

2 In the navigation pane, expand the Numbering Plan option.3 Click Routes, Gateway Endpoint.

4 Under Managing click on the Standby database.

5 In the Limit results to Domain, select the appropriate domain from the Allservice domains drop-down box.



8 Click Add.

9 From the DN type drop-down list, select the appropriate Dial Plan.

10 Enter the required DN prefix to integrate your Contact Center solution intoyour Dial Plan.

11 Enter a Route cost to support least cost routing, usually just 1.

12 Click Save.

13 In the left pane, click System, Database.

14 Click Cut over.

15 Click Commit.

--End--



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Configuring the Signaling Server for SIP CTI (Remote Call Control)Configure the SIP Signaling Server for SIP CTI (Remote Call Control) andcheck the SIP CTI services configuration. You can use SIP CTI to control andmonitor a Communication Server 1000 DN with TR87 class of service (CLS),specified with key 0 or 1 using the AST prompt.

Normally, you require only one association between SIP Contact Center andthe SIP CTI service for correct operation. However, if Contact Center AgentDesktop shuts down unexpectedly, the association or SIP session may notclose correctly, leaving an un-associated session on the Signalling Server. Ifthe value of “Maximum Associations per DN list” is 1, the Contact CenterAgent Desktop cannot acquire the phone, as the Signalling Server is still usingthe only session. If the value of “Maximum Associations per DN list” is 2,the Contact Center Agent Desktop can reacquire the phone using the secondsession. After activity is detected on the phone, the Communication Server

1000 clears the inactive SIP CTI sessions.

Prerequisites• The Signalling Server must be reset for the following changes to take

effect.

Procedure steps

Step Action

1 Log on to Element Manager of the Signalling Server.

2 In the left pane, click System, IP Network , Nodes: Servers, Media Cards.

3 Click Edit.

4 In the right pane, expand the SIP CTI Services heading.

5 Select the Service Enabled check box.

6 Un-check the Support TLS Endpoints Only check box.

7 Under CTI Settings, from the Maximum Associations per DN list, select themaximum number of associations for each DN. This value must be between1 and 10. Nortel recommends that you configure this value as 2 or higher.

8 Click Save and Transfer.

--End--



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Configuring the Call Server for SIP CTI (Remote Call Control)Configure the Call Server for SIP CTI using the following example. Thisprocedure uses an example from a Release 5.0 CP-PM system.

Adding a new elan and vas for SIP CTI using a Terminal.

Procedure steps

Step Action

1 >ld 17

REQ chgTYPE adanADAN new elan 36 <- Must be over 35 because it is virtual

CTYP elanDES elanLCTL...ADAN DATA SAVEDADAN...REQ chgTYPE vasVAS newVSID 36ELAN 36SECU yes

INTLMCNTVSIDVAS

--End--



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Configuring Agent DN with SIP CTI (RCC) on the Call ServerUse the example in the following procedure to configure agent DN with SIPCTI on the Call Server.This procedure uses an example from a Release 5.0 CP-PM system.SIP CTI is used to control and monitor a CS1000 DN with T87A CLS, specifiedwith key 0 or 1 via the AST prompt.

Prerequisites• Create Agent DNs with T87A class of service (CLS) and AST key.

Procedure steps

Step Action

1 Configure the Call Server as shown in the following example:

>ld 11

REQ: newTYPE: 2004p1TN 160 0 15 29DES 2004p1CUST 0NUID......SFLTCAC_MFC

CLS t87a <- Use t87a Class of Service for SIPHUNTSCIPLEVDANIAST 1 <- May also be 0IAPGITNAMLWU_LANGMLNGDNDRKEY 00 scr 50509 <- Key zero is SCR

MARPCPNDVMBKEY

--End--



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Configuring Communication Server 1000 for SIP fall-back to ACDIf a SIP Contact Center needs to be taken off line for maintenance, or in theunlikely event of an outage, it is possible to configure the CommunicationServer 1000 to accommodate this and continue processing calls with reduced

functionality.This section describes one possible Communication Server 1000configuration to handle SIP CC outages. This suggested configuration isbased on CS1000 Night Service Call Forward (NCFW) functionality.

SIP CC Fall-back to CS1000 ACD using NSVC

Customers call a published ACD directory number (DN) or a published DNforwarded to the ACD DN. In this example they call ACD Q1.

Normal SIP Contact Center OperationIn normal operation the Supervisor will operate this first queue (ACD Q1) inNight Service (NSVC). Calls arriving at first ACD queue (ACD Q1) areforwarded (using Night Service Call Forward) to the SIP Contact Center via aSIP trunk. The SIP Contact Center processes theses calls, and presents themto the SCR key 1 on the Agent set.

SIP Contact Center failure to CS1000 ACD

If the SIP Contact Center fails the Supervisor must manually take the first ACDqueue (ACD Q1) queue out of Night Service by pressing the NSVC key andthen pressing key 3 (D) on the Supervisor’s phone set. Calls arriving at thefirst ACD queue (ACD Q1) are forwarded to the second ACD queue (ACD Q2)and are presented in the traditional “Round-Robin” method to the ACD key 0on an Agent set.



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RecoveryWhen the SIP contact center maintenance cycle is complete or hasrecovered, the Supervisor must put the first ACD queue (ACD Q1) back intoNight Service (NSVC) by pressing the NSVC key and then pressing key 6 (N)

on the Supervisor’s phone set. Customer calls are forwarded to the SIPContact Center again.

Limitations

• The MSB key is required to take a set out of MSB. Using the MSB keymakes both the ACD key and SCR key busy.

The MSB key defaults to active after a Call Server init.

MSB must be deactivated for agents to receive any calls.

• The Supervisor (with the NSVC key) must monitor the state of the SIP CCand switch between states manually.

• There can only be one Night Service key per ACD queue

• Confusing to Agent

In normal operation the Agents should use CCAD.

In fall-over operation the Agents can only use the phone set.



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Approach OutlineThis is an outline of how to setup Night Service (NSVC) on an ACD queue andhow to configure the Agent keys. This is a suggested approach.

Procedure steps

Step Action

1 Add an ACD to the CS1000, 1310 is this example.

ACD QUEUE example:

• TYPE ACD• CUST 0• ACDN 1310 – Published number that Customers call• ICDD NO• NCFW 2311 – 2311 is a DSC towards SIP CC• OVDN• IFDN 2311• CWNT NONE

2 Configure CS1000 Agent phone sets. The phone sets can be TDM or IP.They can be ACD or Normal phones. Configure the Agent phone set keysas follows.

• KEY 0 ACD 1310 4 7311 – Used for CS1000 ACD queue• KEY 1 SCR 4311 – Used for SIP CC calls• KEY 3 Not ready – Used with CS1000 ACD queue

• KEY 4 MSB key – Activation of MSB makes SCR key busy.• AST 01 – SCR key used for SIP CC, Key 1

3 Configure CS1000 Supervisor phone set. The phone set can be TDM or IP.It can be ACD or a Normal phone. Configure the Supervisor phone set keysas follows.

Note: The Supervisor has Night Service configured on Key 2.

• KEY 0 ACD 1310 4 7310 SPV – Used for CS1000 ACD queue• KEY 1 SCR 4310 – Used for SIP CC calls• KEY 2 NSVC 1310 – Night Service for the ACD queue.

• KEY 3 Not ready – Used with CS1000 ACD queue• KEY 4 MSB key – MSB makes SCR key busy• AST 01 – SCR key used for SIP CC, Key 1

--End--






Office Communications Serverconfiguration

This chapter describes how to configure the Microsoft Office CommunicationsServer (OCS) 2007.

For OCS environments with multiple OCS Enterprise Edition pools orStandard Edition Front End (FE) servers, you must configure these settingsfor each pool or FE server. A static route configured on one pool or one FEserver is not visible to other pools or FE servers in the domain.

For federated users to access the SIP Contact Center where OCS edgeservers and OCS directors are employed, apply this configuration to the OCSdirectors as well.

For nonfederated instant messaging, the static route matching URI can be anystring. For federated IM, the wildcard can only be the same as the servicedomain or the domain that is federated with third-party organizations.

Prerequisites to Office Communications Server configuration• Review Nortel Contact Center SIP OCS Solution Integration Guide

(NN44400-513).

Office Communications Server configuration proceduresThis task flow shows you the sequence of procedures you perform toconfigure the Office Communications Server. To link to any task, go to OfficeCommunications Server configuration navigation (page 27).



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Office Communications Server configuration




Office Communications Server configuration procedures

Office Communications Server configuration navigation• Ensuring that OCS supports TCP SIP Transport connection type

(page 27)

• Adding Contact Center Manager Server as an authorized host (page 28)

• Adding a static route from OCS to Contact Center Manager Server(page 29)

Ensuring that OCS supports TCP SIP Transport connection typeEnsure that OCS supports TCP SIP Transport connection type to enable OCSto communicate with SIP Contact Center.

Procedure steps

Step Action

1 Open the Microsoft Office Communications Server 2007 console snap-in.



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2 Expand the tree.

3 Click the SIP Contact Center OCS server.

4 In the Front End Server section, ensure that 5060 appears under Port andthe TCP appears under Transport.

--End--

Procedure job aidThe following figure shows an Office Communications Server configured forTCP SIP Transport type.

OCS 2007

Adding Contact Center Manager Server as an authorized hostAdd the Contact Center Manager Server as an authorized host on the OfficeCommunications Server to enable communication between the two.

Procedure steps

Step Action


2 Expand the tree.

3 Click the Front Ends folder.

4 Right-click the OCS server, and then select Properties.

5 On the Front End Properties dialog box, click the Host Authorization tab.



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6 Click Add.

7 On the Add Authorized Host dialog box, select IP address and type the IPaddress of the Contact Center Manager Server.

8 Under Settings, select Throttle As Server and Treat As Authenticated.

9 Click OK.

10 On the Front End Properties dialog box, click OK.

--End--

Adding a static route from OCS to Contact Center Manager ServerAdd a static route from OCS to Contact Center Manager Server to enablecommunication between the two servers.

When you add Contact Center Manager Server as a trusted node in an OCSpool, add each Front End server to the trusted list as well. This is required forinstant messages that originate from Contact Center Manager Server to beroutable by the Front End servers internal to the pool.

Procedure steps

Step Action


2 Expand the tree.

3 Click the Front Ends folder.

4 Right-click the OCS server, and then select Properties.

5 On the Front Ends Properties dialog box, click the Routing tab.

6 Click Add.

7 On the Add Static Route dialog box, under Matching URI, in the Domain

box, type the name for the domain.

For nonfederated instant messaging, the static route matching URI can beany string. For federated IM, the wildcard can be the same only as theservice domain or the domain that is federated with third-partyorganizations.

8 Under Next Hop, select IP address and type the IP address of the ContactCenter Manager Server.



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9 From the Transport list, select TCP.

10 In the Port box, type the port number.

11 Click OK.

12 On the Front Ends Properties dialog box, click OK.

--End--






Contact Center Manager Serverconfiguration

This chapter describes how to configure Contact Center Manager Server forSIP. Perform these tasks using the Contact Center Manager Administrator.

Prerequisites to Contact Center Manager Server configuration• Install Contact Center Manager Server and Contact Center Manager

Administration. For more information, see Nortel Contact Center Installation (NN44400-311).

Contact Center Manager Server configuration proceduresThis task flow shows you the sequence of procedures you perform toconfigure Contact Center Manager Server. To link to any task, go to ContactCenter Manager Server configuration procedures navigation (page 32).



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Contact Center Manager Server configuration




CCMS configuration procedures

Contact Center Manager Server configuration procedures navigation• Adding the Contact Center Manager Server to Contact Center Manager

Administration (page 33)

• Adding route points for voice and instant messages (page 33)

• Adding media servers (page 35)

• Adding media servers to the required services (page 36)

• Adding agents to the contact center (page 37)

• Adding a TFE script (page 39)



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Adding the Contact Center Manager Server to Contact Center

Manager AdministrationAdd the Contact Center Manager Server to Contact Center Administration toenable communication within your contact center.

Procedure steps

Step Action

1 Log on to the Contact Center Manager Administrator with administrative

privileges.

2 On the Launchpad, click Configuration.

3 From the menu, choose Server, Add Server.

4 In the Server Name box, type the computer name of the Contact CenterManager Server.

5 Press Tab.

The Contact Center Manager Server IP automatically appears in the IP Address box.

6 In the Display Name box, type the name of the Contact Center ManagerServer as you want it to appear in the system tree of Contact CenterAdministration.

The system automatically assigns a display name that is the same as theserver name. To enter a different display name, you must enter a uniquename.

7 In the Login ID box, type the Login ID for the Contact Center ManagerServer. The Login ID corresponds to a user account created using theContact Center Manager Server Utility.

8 In the Password box, type the password for the Contact Center ManagerServer.

9 From the Type list, select CCMS.

10 Click Submit.

--End--

Adding route points for voice and instant messagesAdd route points for voice and instant message (IM) contacts



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Procedure steps

Step Action

1 Log on to the Contact Center Manager Administrator with administrativeprivileges.


3 In the left pane, click the plus (+) sign next to the SIP-enabled ContactCenter Manager Server to which you want to add the CDN.

4 Select the CDNs (Route Points) folder.

5 On the CDNs (Route Points) window, in the Name box, type the name ofthe route point.

6 In the Number box, type the number for the route point.

7 In the URI box, type the value for the Uniform Resource Indicator (URI) ofthe route point on the SIP server.

8 From the Call Type list, select Local.

9 Select the Acquired check box.

10 Click any other row of the table to add and acquire the CDN (Route Point).

--End--



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Variable definitions

Adding media serversAdd media servers to Contact Center Manager Server by using the ContactCenter Manager Administrator.

Procedure steps

Step Action

1 Log on to Contact Center Manager Administration with administratorprivileges.


3 In the left pane, click the plus (+) sign next to the SIP-enabled ContactCenter Manager Server.

4 From the list of configuration items for the Contact Center Manager Server,select Media Servers.

5 On the Media Servers window, in the Server Name box, type a name forthe media server.

6 In the IP Address box, type the IP address of the media server.

Variable Definition

Name Any free-form string that describes the route point, type,

or function (for example, IM_sales for an IM route pointthat handles sales).

Number The number used internally by the SIP Contact Centerthat is inherited from AML based CC and appears in theTFE scripts as a CDN.

URI The URI the SIP CC accepts for processing by the SIPCC. INVITEs received that do not match these URI arerejected.

Nortel recommends that you use lowercase letters forURIs.

Type Local or network. You must enable the networking optionto use the CDN (Route Point) for network calls.

Acquired Select this check box indicate to the system to acquireand process calls using this URI.



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7 In the Port Number box, type .

8 Ensure that the value for Transport is TCP.

9 Click Refresh Status.

10 On the VBScript: Save Changes message box, click Yes.

11 Repeat step 1 to step 10 for each media server to add.

--End--

Adding media servers to the required servicesAdd media servers to the required services to provide service. SIP ContactCenter requires the following services:

• Announcements

• Conferences

• Dialog (IVR)

Prerequisites• Add the media servers to Contact Center Manager Server. See Adding

media servers (page 35).

Procedure steps

Step Action



3 In the left pane, click the plus (+) sign next to the SIP-enabled ContactCenter Manager Server.

4 From the list of configuration items for the Contact Center Manager Server,

select Media Services and Routes.



- 37 -





5 Ensure that each of the following Contact Center services is associated withat least one ICP:

ANNC

• DIALOG

• CONF

--End--

Adding agents to the contact centerAdd agents to the contact center to assign agent details and skillsets andassociate the agent with a primary supervisor.

Prerequisites• Ensure that you have the appropriate access class to access and work in

this window. If you cannot open part of the window that you need, ask youradministrator to update the access class assigned to you. To work with allsections of this window and to add and edit all types of users, you needthe Add/Edit/Delete Agents and Supervisors access level. For moreinformation, see the Contact Center Manager Administration On-line Help .

• Configure skillsets, contact types, and call presentation types in ContactCenter Manager Administration. For more information, see the Contact Center Manager Administration On-line Help .

Procedure steps

Step Action


2 On the Launchpad, click Contact Center Management.

3 In the left pane, click the Contact Center Manager Server to which you wantto add the agent.

4 From the menu, choose Add, Agent.

5 In the New Agent Details window, enter the following mandatoryinformation about the agent:

• First Name

• Last Name



- 38 -





• Login ID

• Primary Supervisor

• Call Presentation

• Threshold

• SIP URI

• SIP Terminal

6 Enter any optional information about the agent (for example, Title,Department, or Comments).

7 If Open Queue is enabled on the Contact Center Manager Server, click theContact Types heading to expand the branch.

8 Select the check box beside each Contact Type to assign to the agent (forexample, Voice, IM).

Attention: Video is reserved for future use.

9 Click the Skillsets heading to expand the branch.

10 In the Skillsets area, click List All to list all skillsets configured on theserver.

11 From the Priority list for each skillset to assign to the agent, select thepriority level or select Standby to place the agent in standby mode for thisskillset.

12 If you have administrator privileges, you can add this new agent to thepartitions assigned to the agent’s supervisor (instead of doing so in Accessand Partition Management). Click the Partitions heading.

The list of partitions configured on the server appears.

13 Select the check boxes beside the partitions to which to add the new agent.



- 39 -





14 Click Submit to save your changes.

--End--

Variable definitions

Adding a TFE scriptAdd a TFE script to provide treatment for contacts.

Procedure steps

Step Action

1 Use the Service Creation Environment (SCE) application to add a TFEscript. For more information, see Nortel Contact Center Configuration – Service Creation Environment Application Development (NN44400-510).

--End--

Variable Definition

Call Presentation The call presentation class to assign to this agent

First Name The first name of the agent

Last Name The last name of the agent

Login ID The number that the agent enters to log on to thephone

Primary Supervisor The agent’s supervisor

SIP Terminal The SIP address of the TR87-controlled terminaldedicated to this agent, in the format sip:agentDN@CS 1000 node IP address (for example:sip:[email protected]. 38)

SIP URI The agent’s SIP address as configured on the OCS(for example, sip:[email protected])

Threshold The threshold class to assign to this agent






Interactive Communications Portalconfiguration

This chapter describes how to configure the Interactive CommunicationsPortal (ICP) portion of a SIP-enabled contact center.

Prerequisites for ICP configuration• Install ICP. For more information, see Nortel Media Application Server and

Interactive Communications Portal Installation (NN44471-300).

• Obtain a SIP Contact Center 7.0 ICP license from the Keycode RetrievalSystem (KRS).

ICP configuration proceduresThis task flow shows you the sequence of procedures you perform toconfigure the ICP. To link to any task, go to ICP configuration navigation(page 41).



- 41 -

Interactive Communications Portal configuration




ICP configuration procedures

ICP configuration navigation• Running Contact Center ICP Services.exe on the ICP server (page 41)

• Adding the license for the CCIS service (page 42)

• Adding Contact Center Manager Server as a trusted node (page 43)

• Uploading a batch zip file (page 44)

• Uploading a media file (page 45)

• Configuring ICP settings for SIP Contact Center (page 46)

Running Contact Center ICP Services.exe on the ICP serverRun Contact Center ICP Services.exe on the ICP server to prepare the serverfor Contact Center configuration.



- 42 -





Procedure steps

Step Action

1 Insert the Contact Center DVD into the DVD drive of the ICP server.

2 If the Contact Center DVD installer main menu appears, click Cancel.

3 Browse to the CC_ICP folder.

4 Double-click Contact_Center_ICP_Services.exe.

5 On the Welcome dialog box, click Next.

6 On the License Agreement dialog box, select I accept the terms of thelicense agreement.

7 Click Next.

8 On the Ready to Install the Program dialog box, click Install.

9 On the InstallShield Wizard Complete dialog box, click Finish.

--End--

Adding the license for the CCIS service

Add a license for the CCIS service to the ICP to enable the CCIS service.

Prerequisites• Run Contact Center ICP Services. exe on the ICP server. See Running

Contact Center ICP Services.exe on the ICP server (page 41).

• Configure Element Manager. For more information, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN44471-301).

• Obtain a valid user name and password to access Element Manager.

Procedure steps

Step Action

1 Log on to Element Manager.

2 In the navigation pane, click Licensing, Licensing Configuration.

3 On the Licensing Configuration page, under Licensing, select the UseLicense Server check box.



- 43 -





OR

Select the Use Nodal Licensing check box and skip to step 7.

4 If you selected Use License Server, in the Add License Keys box, enterthe CCIS license key.

5 Click Validate.

6 Click Save, and skip the remaining steps in this procedure.

7 If you selected Use Nodal Licensing, click Save.

8 In the navigation pane, click Licensing, Advanced Settings.

9 On the Licensing Advanced Settings page, in the License Server ANetwork Address box, type the IP address of the server containing the ICPCCIS license.

10 Click Save.

--End--

Adding Contact Center Manager Server as a trusted nodeAdd the Contact Center Manager Server as a trusted node to ICP usingElement Manager to allow Contact Center Manager Server to interact with theICP server.

Prerequisites• Run Contact Center ICP Services. exe on the ICP server. See Running

Contact Center ICP Services.exe on the ICP server (page 41).

• Configure Element Manager. For more information, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN44471-301).

• Obtain a valid user name and password to access Element Manager.

Procedure steps

Step Action


2 In the navigation pane, click System Configuration, Signaling, SIP.

3 Click Nodes and Routes.

4 Click the Trusted Nodes link.



- 44 -





5 Click Add.

6 On the Add SIP Trusted Node page, in the Host or Server Address box,type the host name or IP address of the Contact Center Manager Server.

7 Click Save.

--End--

Uploading a batch zip fileUpload a batch zip file to provision media for ICP. You can then use the media

to provide call treatments, such as announcements or music-on-hold.

To provision a single media file, see Uploading a media file (page 45).

Prerequisites• Add content namespaces. For more information, see Nortel Media

Application Server and Interactive Communications Portal Commissioning (NN44471-301).

• Create the media files for a content namespace on your local system inthe required file structure, and zip the files.

Attention: You must name the root directory the same as the contentnamespace name.

Procedure steps

Step Action


2 In the navigation pane, click Tools, Media Management.

3 On the Media Management page, select the check box next to the contentnamespace to which you want to add the media.

4 Click Browse.

5 On the Provision Media page, right-click the content namespace and selectBatch File Provision on the shortcut menu.

6 On the Batch File Provision dialog box, click Browse, and then navigateto the zip file to upload.



- 45 -





7 Click Always overwrite file with the same name.

OR

Click Do not overwrite files with the same name.

8 Click Upload.

--End--

Uploading a media fileUpload a media file to provision media for the ICP. You can then use the media

to provide call treatments, such as announcements or music-on-hold.

Prerequisites• Add content namespaces and groups. For more information, see Nortel

Media Application Server and Interactive Communications Portal Commissioning (NN44471-301).

Procedure steps

Step Action


2 In the navigation pane, click Tools, Media Management.

3 On the Media Management page, select the check box next to the contentnamespace to which you want to add media.

4 Click Browse.

5 On the Provision Media page, select the content group to which you wantto add a media file.

6 Click Add Media.

7 In the Add Media dialog box, click Browse and navigate to the media file on

the server.8 Click Upload.

--End--



- 46 -





Configuring ICP settings for SIP Contact CenterConfigure the ICP settings to enable ICP to provide the optimal service for theContact Center application.

Procedure steps

Step Action


2 In the navigation pane, click System Configuration, Media, MediaSecurity.

3 On the Media Security page, from the Security Policy list, select SecurityDisabled.

4 Click Save.

5 In the navigation pane, click System Configuration, Advanced Settings,Engineering Parameters.

6 On the Engineering Parameters page, in the Number of mediaprocessing units box, type 1500.

7 Click Save.

8 In the navigation pane, click System Configuration, Media, VideoCodecs.

9 On the Video Codecs page, remove the following codecs from the Enabled list:

• H.263• H.263+

• H.263++

• NNVC

10 Click Save.

11 In the navigation pane, click System Configuration, Media, AudioCodecs.

12 On the Audio Codecs page, ensure that the codecs you want to supportappear in the Enabled list.

13 Click Save.

14 In the navigation pane, System Configuration, Media, Digit Relay(DTMF).

15 On the Digit Relay (DTMF) page, enable RFC2833 and INFO digits.

16 Click Save.

17 In the navigation pane, click System Configuration, Media, GeneralSettings.



- 47 -





18 On the General Settings page, clear the QoS Monitoring check box.

19 Click Save.

20 In the navigation pane, click System Configuration, Signaling, SIP,General Settings.

21 On the General Settings page, clear the Enforce SIP RouteConfiguration check box.

22 Click Save.

--End--






Agent configuration in CommunicationControl Toolkit

This chapter describes how to configure your contact center agent inCommunication Control Toolkit.

Prerequisites for Communication Control Toolkit configuration• Install the Contact Center software. For more information, see Nortel

Contact Center Installation (NN44400-311).

Agent configuration in Communication Control Toolkit proceduresThis task flow shows you the sequence of procedures you perform toconfigure contact center agents in Communication Control Toolkit. To link toany task, go to Agent configuration in Communication Control Toolkitnavigation (page 49).



- 49 -

Agent configuration in Communication Control Toolkit




Agent configuration in CCT procedures

Agent configuration in Communication Control Toolkit navigation• Importing Windows users into Communication Control Toolkit (page 49)

• Importing agents into Communication Control Toolkit (page 51)

• Mapping agents to Windows users (page 51)

Importing Windows users into Communication Control ToolkitImport Windows users from the server to the Communication Control Toolkitadministration tool by using the Import Windows Users tool and configure theresources in your contact center.

Windows users can be stand-alone (exist locally on the CommunicationControl Toolkit server), or they can be part of a domain and imported fromthere. As agents exist on the Active Directory domain because of their OCSuser accounts, you can import them from there.



- 50 -





Prerequisites• Ensure that the local administrator has user access for the domain where

Communication Control Toolkit is installed to access and import domainresources in the CCT Console.

• Know how to stop and start CCT services. For more information, seeNortel Contact Center Commissioning (NN44400-312).

Procedure steps

Step Action

1 Log on to the Communication Control Toolkit server.

2 Click Start, All Programs, Nortel, Contact Center, CommunicationControl Toolkit, CCT Console.

3 In the left pane of the CCT console, expand NCCT Admin.

4 Click Import/Export Tools.

5 In the right pane of the CCT 7.0 console, double-click Import WindowsUsers.

6 In the Location box, select the domain or server on which you want to lookfor Windows users.

7 In the Object Type box, select the group of users you want to display. Youcan look for all users, a particular user name, a last name or a first name.

8 In the Object Name box, type the text you use in a search for Windowsusers.

9 Click Find Now.

10 In the Search Results box, select the Windows users to import.

To select multiple users, press the CTRL key while you select each user. Toselect all Windows users, click Add All.

11 Click Add.

12 Click Apply.

13 Click OK.

--End--



- 51 -





Importing agents into Communication Control ToolkitImport Contact Center users from Contact Center Manager Administration tothe Communication Control Toolkit administration tool by using the ImportContact Center Users utility and configure the resources in your contact

center.

When an agent logs on to the Contact Center Agent Desktop or before logontime when an agent wants to use knowledge worker CTI functions from theAgent Desktop, CCT must be able to associate the Agent Desktop instancewith the agent’s Converged TR87 controllable desktop.

Prerequisites• Add the agents in Contact Center Manager Administration.

Procedure steps

Step Action



3 Expand NCCT Admin.

4 In the left pane of the CCT console, click Import/Export Tools.

5 In the right pane of the CCT 7.0 console, double-click Import ContactCenter Users.

6 Select a Contact Center user from the Available Contact Center User listand click Add

OR

Click Add All to import all available Contact Center users.

7 Click OK.

--End--

Mapping agents to Windows usersMap agents to Windows users in the Communication Control Toolkitadministrative tool to associate contact center agents with Windows users.Usually, one Windows user is assigned to only one Contact Center user.



- 52 -





Procedure steps

Step Action



3 Expand NCCT Admin.

4 In the left pane of the CCT console, click Users.

5 Double-click the contact center user to configure.

6 Click the CC User Maps tab.

7 Select the appropriate agent from those in the Available Agents and AgentGroups column.

8 Click Add to move the selected agents and agent groups to the MappedAgents and Agent Groups column.

9 Click OK.

--End--






Contact Center Agent Desktopdeployment

This chapter describes how to install the Contact Center Agent Desktop onclient PCs and enter user credentials to connect to OCS and CommunicationControl Toolkit.

Contact Center Agent Desktop deployment proceduresThis task flow shows the sequence of procedures you perform to configure theagent desktop for SIP Contact Center. To link to any task, go to Contact CenterAgent Desktop deployment navigation (page 54).



- 54 -

Contact Center Agent Desktop deployment




Contact Center Agent Desktop deployment procedures

Contact Center Agent Desktop deployment navigation• Deploying Contact Center Agent Desktop for the first time (page 54)

• Logging on to the Contact Center Agent Desktop (page 55)

• Configuring CCMM user name and password and OCS account details(page 56)

• Starting the Contact Center Agent Desktop after initial installation(page 57)

Deploying Contact Center Agent Desktop for the first timeDeploy Contact Center Agent Desktop for the first time to install the AgentDesktop on a client PC and install the .NET 3.0 Framework and Visual C++Runtime Libraries.



- 55 -





Prerequisites• Ensure your client PCs meet all requirements as described in Nortel

Contact Center Planning and Engineering (NN44400-210).

• Know the fully qualified domain name (FQDN) of the Contact CenterMultimedia server.

• Log on to the client PC with local administrator rights. These rights arerequired to install the .NET Framework and Visual C++ Runtime Librarypackages.

Procedure steps

Step Action

1 On the client PC, start Internet Explorer.

2 In the address bar, type http://<ccmm_server>/agentdesktop, where<ccmm_server> is the FQDN of the Contact Center Multimedia server.

3 On the Nortel Contact Center Agent Desktop page, click InstallPrerequisites.

4 After the installation of the prerequisites is complete, click Launch CCAD.

--End--

Logging on to the Contact Center Agent DesktopLog on to the Contact Center Agent Desktop to connect to CommunicationControl Toolkit.

Prerequisites• Install Contact Center Agent Desktop on the client PC. See Deploying

Contact Center Agent Desktop for the first time (page 54).

Procedure steps

Step Action

1 Start the Contact Center Agent Desktop.

If the client PC is logged on using an agent’s credentials, single sign-on (SSO) logs the Contact Center Agent Desktop toolbar into Communication Control Toolkit automatically.



- 56 -





If the agent PC is not logged on, the CCT Connection Failure message box appears.

2 On the CCT Connection Failure message box, click Retry.

3 On the User Credentials dialog box, in the User ID box, type the agent’suser ID.

4 In the Password box, type the agent’s password.

5 Click OK.

--End--

Configuring CCMM user name and password and OCS account

detailsConfigure the CCMM user name and password and OCS account details toenable instant messaging and presence on the Contact Center AgentDesktop.

Prerequisites• Log on to Contact Center Agent Desktop. See Logging on to the Contact

Center Agent Desktop (page 55).

Procedure steps

Step Action

1 On the Enter Login Details dialog box, in the Multimedia account infosection, in the ID box, type the ID for the agent as configured on the ContactCenter Multimedia server.

2 In the Password box, type the password for the agent as configured on theContact Center Multimedia server.

3 In the OCS section, in the Sign-in name box, type the sign-in name for theagent.

4 In the Password box, type the password for the agent.

5 In the Domain box, type the Contact Center SIP domain (for example,sipserver.com).

6 In the Uri box, type the SIP URI for the agent as configured in ContactCenter Manager Administration.



- 57 -





7 In the Connection Settings section, in the Server name or IP box, type thename or IP address of the OCS.

8 In the Connect using field, select TCP.

9 Click Save this profile.

The agent is now logged on and can use the Agent Desktop toolbar to control the phone for DN calls. After the agent clicks Not Ready, the agent can receive contacts from Contact Center Manager Server.

--End--

Starting the Contact Center Agent Desktop after initial installationStart the Contact Center Agent Desktop to start the toolbar, log on and receivecontacts.

Prerequisites• Install the Contact Center Agent Desktop on the client PC. See Deploying

Contact Center Agent Desktop for the first time (page 54).

Procedure steps

Step Action

1 Click Start, All Programs, Nortel, Nortel Contact Center Agent Desktop.

--End--






SIP Contact Center testing

This chapter describes how to test the SIP Contact Center to verify correctoperation.

Navigation• Verifying correct operation (page 58)

Verifying correct operationVerify correct operation to ensure your SIP Contact Center is correctlyconfigured.

Procedure steps

Step Action

1 Ensure an agent phone is online.

2 Log the agent on.

3 Start the Contact Center Agent Desktop.

4 Direct a voice call towards the system.

5 Ensure that the call is treated correctly as specified by the TFE script (forexample, Ringback, Music on Hold, or IVR) and that the call is routed to theagent.

6 Direct an instant message (IM) towards the system.

7 Ensure the IM is treated correctly as specified by the TFE script (forexample, automated IM prompts, IM IVR, URL push) and is routed to theagent.

--End--






Hotdesking configuration

This chapter provides information about configuring Virtual Office forhotdesking.

Navigation• Logging on to Virtual Office remotely (page 59)

• Logging off of Virtual Office (page 60)

Logging on to Virtual Office remotelyLog onto Virtual Office remotely to receive the features of your home office ITphone.

Prerequisites• Packages 382 and 387 must be equipped.

• The remote IP phone must have an SCPW configured in LD 11 (SCPLmust be configured in LD 15 [FFC] to enable the SCPW prompt).

• The Remote Call Server must have CLS VOUA configured in LD 11.

• The Host Call Server must have CLS VOLA configured in LD 11 (default).

• You must have working IP peer configuration and know how to dial theremote phone from the host phone.

Procedure steps

Step Action

1 On the phone, click the Applications button.

2 From the menu, select Virtual Office.

3 At the Enter User ID prompt, enter the dialable DN of the target remotephone.



- 60 -

Hotdesking configuration




4 At the Enter Password prompt, enter the SCPW of the target remotephone.

If successful, the host phone resets and comes back online with the features of the remote IP phone, including the DN, autodial numbers, feature keys,

and voice mail indication and access.

--End--

Logging off of Virtual OfficeLog off of Virtual Office to remove the features transferred to the phone when

you logged on.

Procedure steps

Step Action

1 From the Options menu, select Virtual Office Logout.

After the user logs off, the features that were transferred to that phone are removed.

--End--



Nortel Contact Center

SIP CommissioningCopyright © 2009 Nortel Networks.

All Rights Reserved.

Publication: NN44400-511

Document status: Standard

Document issue: 01.04

Document date: 17 December 2009

Product release: Release 7.0

Job function: Configuration

Type: Technical document

Language type: English

To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback.

While the information in this document is believed to be accurate and reliable, except as otherwise expressly

agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OR

CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described

in this document are subject to change without notice.Nortel,

Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are trademarks of

Nortel Networks.

Internet Explorer, Office Communications Server 2007, and Windows are trademark of Microsoft

Corporation.

All other trademarks are the property of their respective owners.

nn44400-511 01.04 sip commissioning

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