NCCM Administration Installation and Mintenance Guide

297-2183-926
Nortel Contact Center Manager

Administration
Installation and Maintenance Guide
Product release 6.0 Standard 10.15 December 2007

Nortel Contact Center Manager Administration
Publication number 297-2183-926

Product release: 6.0
Document release: Standard 10.15
Date: December 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel reserves the right to make changes in design
or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager Administration is proprietary to Nortel. Any other use of the data and the transmission
process is a violation of the user license unless specifically authorized in writing by Nortel prior to
such use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel reserves the
right to seek all allowable remedies for such breach.
This page and the following page are considered the title page, and contain Nortel and third-party
trademarks.
*Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail,
Optivity, Succession, and Symposium are trademarks of Nortel.
SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation.
CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc.
TRUE DBGRID is a trademark of ComponentOne, L.L.C.
CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc.
HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company.
CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of
Intel Corporation.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS
NT, and WINDOWS XP are trademarks of Microsoft Corporation.
WINZIP is a trademark of Nico Mak Computing, Inc.
OLECTRA is a trademark of Sitraka Inc.
SYBASE is a trademark of Sybase, Inc.
PCANYWHERE is a trademark of Symantec Corporation.
VERISIGN is a trademark of VeriSign, Inc.
VERITAS is a trademark of Veritas Operating Corporation.
Contents
1 Getting started 21
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
About Contact Center Manager Administration. . . . . . . . . . . . . . . . . . . . . . . 31
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Part 1 Installing the Contact Center Manager

Administration software 43
2 Installation overview 45
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
CCMA server preinstallation requirements . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Install Crystal Reports with CCMA (optional). . . . . . . . . . . . . . . . . . . . . . . . 51
Install primary and replicating CCMA servers. . . . . . . . . . . . . . . . . . . . . . . . 53
What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
3 Install the software on the primary server 61

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Section A: Prepare the primary server for the installation 65
Step 1. Read relevant documentation for performing a new installation . . . . 66
Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . . 67
Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . . 83
Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . . 95
Section B: Install the server software on the primary server 103
Step 5. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Step 6. Apply the latest Service Update and Service Update Supplement . 120
Step 7. Install required hot fixes for third-party software . . . . . . . . . . . . . . 126
Installation and Maintenance Guide v

Standard 10.15
Section C: Postinstallation on the primary CCMA server 127

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Step 8. Add the server to an existing domain (optional) . . . . . . . . . . . . . . . 129
Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 133
Step 10. Check Internet Information Services settings . . . . . . . . . . . . . . . . 137
Step 11. Add the IUSR_SWC account as the anonymous user account . . . 138
Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 150
Step 13. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 156
Step 14. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 160
Step 15. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Step 16. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Step 17. Configure SMTP and printers for Historical Reporting (optional) 175
Step 18. Configure shared folders for Historical Reporting (optional) . . . . 187
Step 19. Configure scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
Step 20. Configure Agent Desktop Display parameters on the server . . . . 218
Step 21. Change the iceAdmin user account password (optional) . . . . . . . 222
Step 22. Configure language support (other than English) . . . . . . . . . . . . . 226
Step 23. Install the XML Automated Assignments feature (optional) . . . . 247
Step 24. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 250
Step 25. Activate master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Step 26. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
4 Configuring the client PC and agent workstations 259

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Section A: Preparing the client for CCMA 263
Step 1. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Step 2. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . . 266
Step 3. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) . . . . . . . . . . . . . . 284
Step 5. Download and install Windows update KB917607 (Optional) . . . . 289
Step 6. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . . 290
Section B: Logging on to CCMA for the first time 293
Step 7. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . . 294
Step 8. Log on to CCMA for the first time . . . . . . . . . . . . . . . . . . . . . . . . . 296
Step 9. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Section C: Configuring agent workstations 315
Step 10. Install and configure Agent Desktop Display . . . . . . . . . . . . . . . . 316
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5 Migrating Classic Client 329

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . 356
Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 366
Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 373
Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
6 How to install and configure the replicating server

(optional) 377
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Section A: Prepare the replicating server for the installation 381
Step 1. Read relevant documentation for performing a new installation . . . 382
Step 2. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 383
Step 3. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . . . 398
Step 4. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . . 410
Step 5. Log into the same domain as the primary CCMA server . . . . . . . . 417
Section B: Install the software on the replicating server 421
Step 6. Install the software on the replicating server . . . . . . . . . . . . . . . . . . 422
Step 7. Apply the same Service Update as on the primary server . . . . . . . . 451
Step 8. Install required hot fixes for third-party software . . . . . . . . . . . . . . 458
Section C: Postinstallation on the replicating CCMA server 461
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 462
Step 9. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . . 463
Step 12. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 482
Step 13. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 487
Step 14. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 496
Step 17. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539
Step 18. Configure Agent Desktop Display parameters on the server . . . . 540
Step 19. Change the iceAdmin user account password (optional) . . . . . . . 544
Step 20. Configure language support (other than English) . . . . . . . . . . . . . 548
Step 21. Install the XML Automated Assignments feature (optional) . . . . 568
Installation and Maintenance Guide vii

Standard 10.15
Step 22. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Step 24. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
Part 2 Upgrading to Contact Center Manager

Administration 6.0 and migrating data 591
7 Upgrading 593
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594
Compatibility with CCMS and SCCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 596
Planning your upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598
Upgrading access classes and partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601
Timing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602
8 Migrating SWC 4.5 platform from Windows 2000 to

Windows 2003 603
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604
Section A: Before you begin the migration 607
Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . 610
Section B: Prepare the source server for the migration 613
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
Step 3. Ensure that SWC 4.5 SU05 (or later) is installed . . . . . . . . . . . . . . 615
Step 4. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . . 616
Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . 617
Step 6. Extract the AD Data Migration zip file onto the source server . . . . 621
Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . 622
Step 8. Clear routes from filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629
Section C: Prepare the target server for the migration 631
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 632
Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . 633
Step 10. Ensure source server IP address is primary DNS server . . . . . . . . 699
Step 11. Connect source server and target server off-network (optional) . . 701
Step 12. Add the target server to the source server domain . . . . . . . . . . . . 702
Step 13. Log the target server onto the source server domain . . . . . . . . . . . 705
Step 14. Extract the AD Data Migration zip file . . . . . . . . . . . . . . . . . . . . . 706
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Section D: Migrating and restoring the data 707

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
Step 15. Prepare the source server for the Active Directory transfer . . . . . 711
Step 16. Migrate the Active Directory data to the target server . . . . . . . . . 713
Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 718
Step 18. Reset the new computer name of the target server . . . . . . . . . . . . 725
Step 19. Run the Symposium Web Client ChangeSOAPSrv utility . . . . . . 731
Step 20. Reset iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732
Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 734
Step 22. Reconnect to the customer LAN . . . . . . . . . . . . . . . . . . . . . . . . . . 737
Step 23. Restore the data files from the source server to the target server . 738
Section E: Postmigration tasks 741
Step 24. Configure Real-Time Reporting on the target server . . . . . . . . . . 742
Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 749
Step 26. Configure Agent Desktop Display 4.5 parameters on the server . 751
Step 27. Recreate filters containing routes on the target server . . . . . . . . . . 754
Step 28. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 755
Section F: Troubleshooting 757
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 759
9 Upgrading from SWC 4.5 (Windows 2003) to

CCMA 6.0 on same server 769
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770
Section A: Preparing for the upgrade 773
Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 774
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 775
Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 776
Step 4. Ensure the application server meets CCMA 6.0 requirements . . . . 777
Step 5. Perform a full backup of the Symposium Web Client server . . . . . 778
Step 6. Back up Symposium Web Client data files . . . . . . . . . . . . . . . . . . . 779
Step 7. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . . . 782
Step 8. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 783
Step 9. Get documentation for the XML Automated Assignments feature . 787
Step 10. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . . 788
Step 11. Verify that the SWC server can update the ADAM schema . . . . . 795
Section B: Upgrading the product software 801
Step 12. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802
Step 13. Install required hot fixes for third-party software . . . . . . . . . . . . . 812
Installation and Maintenance Guide ix

Standard 10.15
Step 14. Apply the latest Service Update and Service Update Supplement 813
Section C: Postupgrade tasks on the CCMA server 821
Step 15. Add the server to an existing domain (optional) . . . . . . . . . . . . . . 822
Step 16. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 826
Step 17. Check Internet Information Services settings . . . . . . . . . . . . . . . . 830
Step 19. Complete additional IUSR_SWC tasks for SU04 (optional) . . . . 842
Step 21. Configure Logon warning message (optional) . . . . . . . . . . . . . . . 852
Step 23. Configure new ADD 6.0 parameters on the server (optional) . . . . 887
Step 24. Change the iceAdmin user account password (optional) . . . . . . . . 889
Step 25. Upgrade the XML Automated Assignments feature (optional) . . 892
Step 26. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 895
Step 27. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897
Step 29. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Section D: Configuring the client PC 903
Step 30. Ensure that the client PCs meet all requirements . . . . . . . . . . . . . 904
Step 31. Download and install Windows update KB917607 (Optional) . . . 905
Step 32. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 906
Step 33. Log on to Contact Center Manager Administration . . . . . . . . . . . 909
Step 34. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 915
Section E: Upgrade agent workstations 927
Step 35. Upgrade Agent Desktop Display on agent workstations . . . . . . . . 928
Step 36. Configure active and standby servers for ADD (optional) . . . . . . 932
Section F: Migrate Classic Client 935
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 936
Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939
Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 941
Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956
Migrate graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . . . . 962
Migrating agent-skillset and agent-supervisor scheduled assignments . . . . 972
Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 977
Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . . 979
Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 982
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10 Upgrading from SWC 4.5 (Windows 2003) to

CCMA 6.0 on a new server 983
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984
Step 1. Read the documentation for performing an upgrade . . . . . . . . . . . . 990
Step 2. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 991
Step 3. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 992
Step 4. Ensure target server meets CCMA 6.0 requirements . . . . . . . . . . . 993
Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server . . . . . . 994
Step 6. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . . . 995
Step 7. Add ASP.NET applications to IIS . . . . . . . . . . . . . . . . . . . . . . . . . 1028
Step 8. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1032
Step 9. Back up Symposium Web Client data files on the source server . 1033
Step 10. Remove Terminal Services (optional) . . . . . . . . . . . . . . . . . . . . . 1036
Step 11. Restore the data files from the source server to the target server 1037
Step 12. Get documentation for the XML Automated Assignments
feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043
Step 13. Install Crystal Enterprise 10 Embedded on the target server . . . 1044
Step 14. Verify that the SWC server can update the ADAM schema . . . . 1051
Step 15. Upgrade the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058
Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . 1069
Step 18. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1078
Step 19. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1082
Step 20. Check Internet Information Services settings . . . . . . . . . . . . . . . 1086
Step 21. Add the IUSR_SWC account as the anonymous user account . . 1087
Step 22. Complete additional IUSR_SWC tasks for SU04 (optional) . . . 1099
Step 23. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1105
Step 24. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1109
Step 25. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1114
Step 26. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122
Step 27. Configure shared folders for Historical Reporting (optional) . . . 1124
Step 28. Configure Agent Desktop Display parameters on the server . . . 1154
Step 29. Change the iceAdmin user account password (optional) . . . . . . 1158
Step 30. Upgrade the XML Automated Assignments feature (optional) . 1162
Step 31. Revert to source computer name or change computer name . . . . 1165
Step 32. Ensure computer name of CCMA server is correct on client PCs 1175
Step 33. Accept the license agreement in Server Utility . . . . . . . . . . . . . . 1176
Installation and Maintenance Guide xi

Standard 10.15
Step 34. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178

Step 35. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1181
Step 36. Other postupgrade tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1183
Step 37. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1186
Step 38. Download and install Windows update KB917607 (Optional) . . 1187
Step 39. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1188
Step 40. Log on to Contact Center Manager Administration . . . . . . . . . . 1191
Step 41. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1197
Section E: Upgrading agent workstations 1209
Step 42. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1210
Step 43. Configure active and standby servers for ADD (optional) . . . . . 1214
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
Migrating Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1221
Migrating historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223
Migrating real-time displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1238
Migrating graphical real-time displays (GRTD) . . . . . . . . . . . . . . . . . . . . 1244
Migrating agent-skillset and agent-supervisor scheduled assignments . . . 1254
Migrating user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1259
Migrating NCC routing table scheduled assignments . . . . . . . . . . . . . . . . 1261
Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1264
11 Migrating CCMA 6.0 to a new server 1265

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1266
Step 1. Ensure target server meets all CCMA 6.0 requirements . . . . . . . . 1268
Step 2. Read relevant documentation for performing a new installation . . 1269
Step 3. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1272
Step 4. Back up the Nortel data files on the source server . . . . . . . . . . . . 1273
Step 5. Back up Real-Time Reporting and Emergency Help . . . . . . . . . . 1286
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1291
Step 6. Install and configure Windows Server 2003 . . . . . . . . . . . . . . . . . 1292
Step 7. Install IIS with SMTP and ASP.NET (optional) . . . . . . . . . . . . . . 1303
Step 8. Ensure the computer name and DNS host name match . . . . . . . . . 1306
Step 9. Add the server to an existing domain . . . . . . . . . . . . . . . . . . . . . . 1311
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Step 10. Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . 1315

Step 11. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . 1317
Step 12. Install Sybase Open Client version 12.5 . . . . . . . . . . . . . . . . . . . 1332
Step 13. Install the Crystal Enterprise 10 Embedded software . . . . . . . . . 1344
Step 14. Install the product software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1351
Step 15. Apply the same Service Update as on the source server . . . . . . . 1367
Step 16. Install required hot fixes for third-party software . . . . . . . . . . . . 1372
Step 17. Add the server to an existing domain (optional) . . . . . . . . . . . . . 1373
Step 18. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1377
Step 19. Check Internet Information Services settings . . . . . . . . . . . . . . . 1381
Step 20. Add the IUSR_SWC account as the anonymous user account . . 1382
Step 21. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1394
Step 22. Configure Logon Warning message (optional) . . . . . . . . . . . . . . 1398
Step 23. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1403
Step 24. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1411
Step 25. Configure SMTP and printers for Historical Reporting
(optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1413
Step 26. Configure shared folders for Historical Reporting (optional) . . . 1425
Step 27. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1454
Step 28. Configure Agent Desktop Display parameters on the server . . . 1455
Step 29. Change the iceAdmin user account password (optional) . . . . . . 1459
Step 30. Configure language support (other than English) . . . . . . . . . . . . 1463
Step 31. Install the XML Automated Assignments feature (optional) . . . 1483
Step 32. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . 1486
Step 33. Other postmigration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1488
Section D: Restoring CCMA data to target server 1489
Step 34. Restore CCMA data to the target server . . . . . . . . . . . . . . . . . . . 1490
Step 35. Revert to source server computer name or change name . . . . . . 1504
Step 36. Ensure the CCMA computer name is correct on client PCs . . . . 1514
Step 37. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1515
Part 3 Maintaining Contact Center Manager

Administration Release 6.0 1517
12 Uninstalling and reinstalling the server software 1519

Section A: Uninstalling and reinstalling CCMA 1521
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1522
Installation and Maintenance Guide xiii

Standard 10.15
Uninstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . 1523

Uninstalling the XML Automated Assignments feature . . . . . . . . . . . . . . 1528
Uninstalling Crystal Enterprise 10 Embedded . . . . . . . . . . . . . . . . . . . . . . 1529
Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1531
Reinstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . 1533
Scenarios for reinstalling Contact Center Manager Administration. . . . . . 1534
Section B: Uninstalling Agent Desktop Displays 1589
Uninstalling Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1590
13 Applying Service Updates, Service Update Supplements,

and Designer Patches 1593
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1594
Using the Patch Viewer Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1597
Applying an SU, SUS, or DP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1600
Uninstalling an update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1607
Applying Contact Center Manager Administration 6.0 SU04 . . . . . . . . . . 1609
SU04 and Windows Server 2003 Service Pack 2 . . . . . . . . . . . . . . . . . . . . 1619
How to troubleshoot incorrect Windows Server 2003 SP 2 installations. . 1621
14 Resiliency (backup, restore, and disaster recovery) 1623

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1624
Section A: About replicating servers 1627
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1628
About Active Directory Application Mode replication . . . . . . . . . . . . . . . 1629
How to set up ADAM replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1633
Active Directory Application Mode and service accounts . . . . . . . . . . . . . 1634
How to stop and start Active Directory Application Mode replication . . . 1636
Section B: How to recover from a CCMA server failure 1637
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1638
How to recover from CCMA failure (with no replicating server installed) 1639
How to recover from CCMA failure (with replicating server installed) . . 1641
Section C: How to create CCMA data backups 1645
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1646
How to back up Contact Center Manager Administration data files . . . . . 1654
How to back up Real-Time Reporting and Emergency Help
configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1669
Section D: How to restore CCMA data 1671
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1672
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How to restore data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1675

How to switch to the standby server in Agent Desktop Display . . . . . . . . 1688
How to change the computer name after installation . . . . . . . . . . . . . . . . . 1689
15 Working with CCMA events 1691

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1692
Configuring SNMP on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1694
Selecting the events to be forwarded . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1697
Configuring the NMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1704
Using the Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1705
16 Working with domains and workgroups 1707

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1708
Deciding between a workgroup and a domain . . . . . . . . . . . . . . . . . . . . . . 1710
Changing the network settings of your server from workgroup to domain 1712
Changing the network settings of your server from domain to workgroup 1719
17 Managing security 1725

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1726
iceAdmin password changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1728
Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . 1734
Using Security Configuration Wizard and enabling Windows Firewall . . 1737
Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1772
Installing and Configuring URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1777
Enabling Secure Sockets Layer on the CCMA server . . . . . . . . . . . . . . . . 1783
Applying security patches to the CCMA server . . . . . . . . . . . . . . . . . . . . . 1789
Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . 1791
18 Troubleshooting 1797
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1798
Section A: Installation or upgrade problems 1799
CCMA does not function correctly after an upgrade from SWC 4.5 . . . . . 1800
Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 1804
CCMA installation fails when you install Windows Server 2003
Release 2 optional features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1805
SU02 or SUS0201 installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1807
Cannot locate file extension in C:\PROGA~1\Nortel when installing
CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1810
Installation and Maintenance Guide xv

Standard 10.15
Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1812

Crystal Reports 10.0 Hotfix install error . . . . . . . . . . . . . . . . . . . . . . . . . . 1814
Encrypt password for CCMA Users error . . . . . . . . . . . . . . . . . . . . . . . . . 1815
Encrypt password for CCMA user fails during installation . . . . . . . . . . . . 1816
Cannot find script file PortLdap.vbs when you reinstall CCMA . . . . . . . . 1819
Cannot log on to Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1820
IIS Worker Process Errors after you reboot CCMA. . . . . . . . . . . . . . . . . . 1821
ASP.NET not configured properly in IIS . . . . . . . . . . . . . . . . . . . . . . . . . . 1822
CCMA overwrites LSHost Key on a co-resident server with CCMS and
CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1823
Section B: Communication problems between CCMA and
CCMS 1825
CCMA does not function correctly after you make a change to the CCMS 1826
Cannot communicate with Contact Center Manager Server . . . . . . . . . . . 1830
Changing the computer name of the Contact Center Manager Server . . . . 1831
Cannot connect to the CCMA server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1832
Section C: Client PC problems 1843
Client PCs cannot communicate with the CCMA server . . . . . . . . . . . . . . 1844
Running two CCMA sessions simultaneously on one client PC . . . . . . . . 1849
Internet Explorer problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1850
Internet Explorer problems on client PCs running Windows XP SP2 . . . . 1852
CCMA Web interface layout is distorted . . . . . . . . . . . . . . . . . . . . . . . . . . 1855
CCMA logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . 1856
Cannot launch windows in CCMA, pop ups are blocked. . . . . . . . . . . . . . 1857
CCMA logon page displays Connect Login Prompt . . . . . . . . . . . . . . . . . 1859
Jet Database Engine error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1860
Cannot download third-party controls to the client PC . . . . . . . . . . . . . . . 1861
CCMA Web Service failed to execute . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1862
Section D: General CCMA problems 1863
You forgot the iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1864
Contact Center Manager Administration is not functioning correctly . . . . 1870
Server tree icons are missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1873
CCMA LMService license grant and release events are not logged . . . . . 1874
The browser is preventing ActiveX controls from installing . . . . . . . . . . . 1875
Cannot open technical documentation (.pdf files) through CCMA . . . . . . 1877
Problems with check boxes and Submit buttons . . . . . . . . . . . . . . . . . . . . 1878
Contents from the about:blank Web site are blocked by Internet Explorer 1880
Performance issues occur when you install Microsoft SPs or Hot Fixes . . 1881
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Section E: Simple Object Access Protocol errors 1883

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1884
Contact Center Manager Administration server . . . . . . . . . . . . . . . . . . . . . 1885
Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1889
You receive a message to run the ChangeSOAPSrv utility . . . . . . . . . . . . 1891
Section F: Real-time Statistics Multicast (RSM) problems 1893
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1894
How to troubleshoot Real-time Statistics Multicast from the CCMA
server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1899
The server is receiving, but not sending multicast . . . . . . . . . . . . . . . . . . . 1902
How to troubleshoot Real-time Statistics Multicast from CCMS . . . . . . . 1903
No data is multicasted out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906
Section G: Real-Time Reporting problems 1907
Real-time displays do not show any data . . . . . . . . . . . . . . . . . . . . . . . . . . 1908
Cannot launch real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1910
Cannot launch RTDs, others display negative values or long data strings. 1913
No names appear in real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1914
Network Consolidated Real-Time Displays are missing sites . . . . . . . . . . 1925
Site does not appear in Network Consolidated Real Time Display . . . . . . 1926
Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 . . . . 1927
Agent name change does not reflect in the Standard Agent Display . . . . . 1928
Section H: Historical reporting problems 1929
The report viewer is blank when launching an ad hoc report. . . . . . . . . . . 1930
Cannot connect to the data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1931
Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1935
Cannot synchronize user imported reports; network drive access denied . 1936
Cannot synchronize user imported reports; cannot copy to CCMA server 1938
Cannot import user created report templates; ASP script time out error . . 1939
Historical Reports cannot retrieve large number of agents. . . . . . . . . . . . . 1941
Cannot obtain a license to open a Report Creation Wizard session . . . . . . 1942
Column Names text and data spill over the line in historical reports . . . . . 1943
Last column is cutoff when you run a report . . . . . . . . . . . . . . . . . . . . . . . 1944
Historical reports selection criteria is slow to display list of agent IDs . . . 1945
The scheduled report export fails on the network drive . . . . . . . . . . . . . . . 1946
You cannot activate scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1948
Historical reports always display and print in portrait orientation . . . . . . . 1953
Exporting large reports to PDF causes error message . . . . . . . . . . . . . . . . 1954
Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . 1955
Section I: Configuration Tool problems 1957
Problems with the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1958
Installation and Maintenance Guide xvii

Standard 10.15
Section J: Access and Partition Management 1959

Cannot find Access and Partition Management information . . . . . . . . . . . 1960
Cannot view agents or skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1962
Cannot create Report Groups due to failure of XML counter upgrade . . . 1963
Section K: Contact Center Management 1965
“No Supervisors Defined” error messages occur . . . . . . . . . . . . . . . . . . . . 1966
Section L: Agent Desktop Display problems 1969
Cannot upgrade Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . 1970
Agent Desktop Displays do not show any data . . . . . . . . . . . . . . . . . . . . . 1971
A Event Codes 1973

Operating System events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1974
Contact Center Management Administration events . . . . . . . . . . . . . . . . . 1976
B Change the names or IP addresses of servers 1981

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1982
Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . 1983
Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . 1997
Change the Contact Center Manager Standby Server name. . . . . . . . . . . . 2014
Change the Contact Center Manager Standby server IP address . . . . . . . . 2034
Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2058
Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . 2081
Change the Contact Center Manager Administration server name . . . . . . 2092
Change the Contact Center Manager Administration server IP address . . 2109
Change the Communication Control Toolkit server name . . . . . . . . . . . . . 2116
Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . 2126
Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 2130
Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 2142
Change the Contact Center Multimedia Standby server name . . . . . . . . . . 2149
C CCMA in a Citrix environment 2157

Contact Center Manager Administration and Citrix. . . . . . . . . . . . . . . . . . 2158
Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2161
CCMA and Citrix installation and configuration checklist . . . . . . . . . . . . 2162
D Web site types 2177

Determining your Web site type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2178
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Glossary 2181
Index 2221
Installation and Maintenance Guide xix

Standard 10.15
xx Contact Center Manager Administration

Chapter 1
Getting started
In this chapter
New in this release 22
Overview 28
About Contact Center Manager Administration 31
How to use this guide 36
Skills you need 38
Related documents 39
How to get help 41
Installation and Maintenance Guide 21

Getting started Standard 10.15
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
Administration Installation and Maintenance Guide (297-2183-926) for release
10.15.
“Features” on page 22
“Other changes” on page 24
Features
See the following sections for information about feature changes:
“License Manager Service” on page 22
“Scheduled backups” on page 22
“Replicating server” on page 23
“Windows Server 2003 Release 2” on page 23
“Internet Explorer 7.0” on page 23
“Microsoft SOAP toolkit 3.0” on page 23
“Contact Center Manager Administration SU04” on page 24
“Windows Server 2003 Service Pack 2” on page 24
License Manager Service

The License Manager Service is a new feature on Contact Center Manager
Administration server. License Manager Service affects the following sections:
“Configure License Manager Service” on page 156
“SU02 or SUS0201 installation fails” on page 1807
Scheduled backups
You can now schedule backups using the Nortel Backup and Restore utility The
scheduled backups feature affects the following section:
“Back up the Nortel data files on the source server” on page 1273
22 Contact Center Manager Administration

December 2007 Getting started
Replicating server
The replicating server affects the following sections:
“Install primary and replicating CCMA servers” on page 53
“How to install and configure the replicating server (optional)” on page 377
Windows Server 2003 Release 2

Contact Center Manager Administration is supported on Windows Server 2003
Release 2; however, Nortel does not support the optional features provided on
CD 2 of the Windows Server 2003 Release 2 installation CDs. Windows Server
2003 Release 2 affects the following section:
“Prerequisites” on page 46
Internet Explorer 7.0

Internet Explorer 7.0 is supported in Contact Center Manager Administration.
Internet Explorer 7.0 affects the following sections:
“Configure Internet Explorer” on page 267
“Configure Internet Explorer” on page 571
“To configure Internet Explorer 6.0 or later on the client PC” on page 681
“Configuring Internet Explorer” on page 1772
“The browser is preventing ActiveX controls from installing” on page 1875
Microsoft SOAP toolkit 3.0

The Microsoft Simple Object Access Protocol (SOAP) toolkit 3.0 is not required
for SU04 or later. If you install a version earlier than SU04, the Microsoft SOAP
toolkit 3.0 continues to be required. The Microsoft SOAP toolkit 3.0 affects the
following sections:
“Installing Contact Center Manager Administration on the primary server”
on page 105
“Third-party software and controls” on page 260
Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284
Step 3 of “Logging on to the Contact Center Manager Administration
server for the first time and changing the default password” on page 297
“Controls that are downloaded to the client PC” on page 304

“Installing Simple Object Access Protocol on the Agent Desktop Display

client PC (Contact Center Manager Administration server has Windows
Server 2003)” on page 327
Contact Center Manager Administration SU04

If you install SU04, there are additional postinstall tasks that you must
configure. Contact Center Manager Administration SU04 affects the following
sections:
Step 12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on
page 150
Step 18. “Add the IUSR_SWC account as the anonymous user account” on
page 831
Step 21. “Add the IUSR_SWC account as the anonymous user account” on
page 1087
“Contact Center Manager Administration SU04 server postinstall tasks” on
page 1609
Windows Server 2003 Service Pack 2

Windows Server 2003 Service Pack 2 is supported with Contact Center Manager
Administration 6.0 SU04. Windows Server 2003 Service Pack 2 affects the
following sections:
“CCMA server preinstallation requirements” on page 49
“Uninstalling Active Directory Application Mode” on page 1527
“Supported upgrade paths in Release 6.0” on page 594
“Windows Server 2003 installation checklist” on page 1294
Other changes
See the following sections for information about changes that are not feature-
related.
“Replication” on page 25
“Configuring Real-Time Reporting properties” on page 25
“Back up and restore” on page 25
“Internet Explorer” on page 26

“Computer names and IP addresses” on page 26

“IceAdmin Password Change Utility” on page 26
“Service Updates, Service Update Supplements, Designer Patches” on page
26
“Automatic Private IP Addressing” on page 26
“Symposium Web Client 4.5 migration – configuring DNS on the source
server” on page 26.
“ADAM replication” on page 27
Replication
Replication is possible only when both the primary and replicating servers are in
a domain. For more information, see “Best practices for Contact Center
Manager Administration resiliency” on page 1624.
The procedures to stop and start ADAM replication have additions. For more
information, see “How to stop and start Active Directory Application Mode
replication” on page 1636.
Configuring Real-Time Reporting properties

When you configure the Real-Time Reporting properties, the IP Send Address
on a Contact Center Manager Administration server cannot be the same as the IP
Send Address of any other Contact Center Manager Administration servers in
the network. For more information see, “Configuring Real-Time Reporting” on
page 167.
Back up and restore

The following additional features are available in the Backup and Restore
utility:
You can back up to a tape drive.
You can back up files to another server in the same domain.
For more information, see “Option 1: Backing up data using the Nortel Backup
and Restore utility” on page 1274.
You cannot back up ADAM files by manually copying the files. For more
information see, Step 6. “Back up Symposium Web Client data files” on page
779.

Internet Explorer
When you configure Internet Explorer, you must ensure that encoding settings
are Western European. For more information, see “Ensuring display settings are
configured for Western European (ISO)” on page 277.
Computer names and IP addresses

The following new appendix contains information about changing computer
names and IP addresses: Appendix B, “Change the names or IP addresses of
servers.”
IceAdmin Password Change Utility

The IceAdmin Password Change Utility supports domain accounts. For more
information, see “Changing the password using the iceAdmin Password Change
Utility” on page 1731.
You must reset the iceAdmin password after you change the Contact Center
Manager Administration server computer name. For information, see “Change
the Contact Center Manager Administration server name” on page 2092.
Service Updates, Service Update Supplements, Designer Patches

You can install Service Updates, Service Update Supplements, and Designer
Patches on top of your installed language pack. For more information, see
“Language packs” on page 1595.
Automatic Private IP Addressing

Windows 2000 and 2003 operating systems have an Automatic Private IP
Addressing (APIPA) feature that is automatically disabled in Contact Center
Manager Administration 6.0 SUS0202 and up. It is possible that installing
Microsoft service packs or hot fixes will overwrite this setting. For more
information, see “Performance issues occur when you install Microsoft SPs or
Hot Fixes” on page 1881.
Symposium Web Client 4.5 migration – configuring DNS on the

source server
When you configure the DNS on the source server, you must also configure the
DNS for forwarding. For more information, see Step 7. “Ensure DNS is
correctly configured on the source server” on page 622.

ADAM replication
To enable ADAM replication, you must:
1. Install Contact Center Manager Administration without replication on a
primary server.
2. Add the primary server to a domain.
3. On the secondary server, log onto the domain.
4. Install Contact Center Manager Administration with replication on a
secondary server and point the ADAM instance on the secondary server to
the ADAM instance on the primary server.
For more information, see “How to set up ADAM replication” on page 1633.

Overview
This guide provides information and procedures to help you complete the
following tasks:
install and configure the Contact Center Manager Administration software,
client PCs, and agent workstations on the primary server
install and configure the Contact Center Manager Administration software
on a replicating server
migrate Classic Client data
migrate Symposium Web Client 4.5 platform from Windows 2000 to
Windows 2003
upgrade the server software from Symposium Web Client 4.5 SUS0601 v1
to Contact Center Manager Administration 6.0 on the same server
upgrade the server software from Symposium Web Client 4.5 SUS0601 v1
to Contact Center Manager Administration 6.0 on a new server
migrate Contact Center Manager Administration to a new server
uninstall the server and client software
reinstall the server and client software
install and uninstall Service Update packs
manage security on the server
back up and restore data
troubleshoot server problems
Who should read this guide

This guide is intended for:
Nortel installers and distributors who are responsible for installing and
configuring Contact Center Manager Administration
administrators who are responsible for monitoring and maintaining the
Contact Center Manager Administration server.

Before you begin

This guide provides step-by-step instructions for the procedures you must
perform to complete the installation and administration of the Contact Center
Manager Administration software.
You must read and complete the tasks in the following guides before proceeding
with the tasks in this guide. Each of these guides contains important information
that you need before you install Contact Center Manager Administration:
Name of Guide Description of contents
Contact Center Planning and Information about:

Engineering Guide the data network components of
Contact Center 6.0
compatibility considerations
between versions of various
network components
Contact Center Installer’s Required installation and server data

Roadmap (see www.nortel.com/
pic)
Contact Center Manager Information about:

Administration Technical the requirements for a Contact
Requirements and Operating Center Manager Administration
System Configuration Guide server platform
configuring the Windows Server
2003 Enterprise or Standard
Edition operating system

Access rights
This guide assumes that you have the administrator privileges and access rights
required to perform the procedures in this guide.
ATTENTION
When you install Contact Center Manager
Administration, the setup wizard creates a Windows user
called iceAdmin and assigns full administrative access
rights to this user. During the Contact Center Manager
Administration installation, the setup wizard prompts you
to specify the password for this user. You can change this
password after the installation, but you cannot delete the
iceAdmin user account in Windows Server 2003. If you
delete this user account, you cannot log on to Contact
Center Manager Administration either as webadmin or as
any other user.
Licensing requirements
Key codes are replaced with License Manager.

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

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

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

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


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

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

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

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

Standard reports—For example:
agent properties and CDN properties
summarized historical reports for a specific interval of time
detailed reports for specific events that occur in the contact center
Report Creation Wizard reports imported from the Report Creation Wizard
component
User defined reports created from standard reports to run as ad hoc and
scheduled reports
User created reports (created using Crystal Reports) imported to Contact
Center Manager Administration
Access and Partition Management configuration reports for the Contact
Center Manager Administration server, such as access classes, report
groups, users, and user defined partition reports


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

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

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

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

How to use this guide
This guide covers topics such as installing all components of Contact Center
Manager Administration, upgrading the server software, backing up and
restoring data, and maintaining the server.
Before you complete the tasks in this guide, ensure that your hardware and
software meet the requirements for Contact Center Manager 6.0. You must also
install and configure Windows Server 2003.

Release 2; however, Nortel does not support the following new optional features
provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
ATTENTION If you perform an installation of Contact Center Manager

Administration on a server with the optional Windows Server
2003 Release 2 components listed above, your Contact Center
Manager Administration installation will fail. For more
information, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration
Guide.
Information about hardware and software requirements and Windows Server

2003 installation procedures and requirements are detailed in the Contact Center
Manager Administration Technical Requirements and Operating System
Configuration Guide.

This guide includes a detailed table of contents and an index to help you find
specific information or procedures related to server installation and
maintenance. The section “Where to start in this guide” on page 37 focuses only
on the most common tasks. If the task you want to perform is not listed here, use
the table of contents or index to find the information you need.
Where to start in this guide

The following table provides describes where to start for common procedures.
If you want to Start here
Install Contact Center Manager Chapter 3, “Install the software on the primary
Administration on the primary server server”
Install Contact Center Manager Chapter 6, “How to install and configure the
Administration on the replicating replicating server (optional)”
server
Migrate Symposium Web Client 4.5 Chapter 8, “Migrating SWC 4.5 platform from
platform from Windows 2000 to Windows 2000 to Windows 2003”
Windows 2003
Upgrade from Release 4.5 to Release Chapter 9, “Upgrading from SWC 4.5 (Windows
6.0 on the same server 2003) to CCMA 6.0 on same server”
Upgrade from Release 4.5 to Release Chapter 10, “Upgrading from SWC 4.5 (Windows
6.0 on a different server 2003) to CCMA 6.0 on a new server”
Migrate Contact Center Manager Chapter 11, “Migrating CCMA 6.0 to a new
Administration to a new server server”
Back up your server database Chapter 14, “Resiliency (backup, restore, and
disaster recovery)”
Recover your server Chapter 14, “Resiliency (backup, restore, and
disaster recovery)”
This chapter provides several options for
recovering your server when you encounter
problems.

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

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

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

engineering guidelines, Engineering Guide
and server requirements
Nortel Contact Center Manager 297-2183-935
CapTool User’s Guide
The Contact Center Contact Center What’s New in 297-2183-903

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

and server data (see www.nortel.com/pic)
Server operating system Contact Center Manager Server 297-2183-212

configuration and Technical Requirements and
requirements Operating System Configuration
Guide
Contact Center Manager Server 297-2183-944

Technical Requirements and
Operating System Configuration
Guide for the co-resident server
Contact Center Manager 297-2183-213
Administration Technical
Requirements and Operating System
Configuration Guide
Contact Center 6.0 Security Guide

Contact Center Portfolio Service
Packs Compatibility and Security
Hotfixes Applicability List

For information about Refer to NTP number
Installation, upgrades, Contact Center Manager Server 297-2183-925

migration, and Installation and Maintenance Guide
maintenance
Communication Control Toolkit 297-2183-946
Contact Center Multimedia 297-2183-929

Administering contact Contact Center Manager 297-2183-927

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

centers Guide
Contact Center Historical Reporting 297-2183-914

and Data Dictionary

How to get help
This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult Chapter 18, “Troubleshooting.”
Finding the latest updates on the Nortel Web site

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

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

located at www.nortel.com/documentation
Getting help from the Nortel Web site

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

Getting help over the phone from a Nortel Solutions Center

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

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

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

part 1
Installing the Contact Center
Manager Administration
software

Standard 10.15

Chapter 2
Installation overview
In this chapter
Prerequisites 46
CCMA server preinstallation requirements 49
Install Crystal Reports with CCMA (optional) 51
Install primary and replicating CCMA servers 53
What you need 56
Before you begin 58

Prerequisites
This guide is for planners, administrators, technicians, and engineers responsible

for installing and maintaining the server. It assumes that the reader has basic
computing skills, is familiar with necessary safety procedures, and has the
hardware documentation provided by the manufacturer available as a reference.
Use the following checklist to make sure you have the prerequisites to install
Contact Center Manager Administration.
Prerequisites Guidelines ✔
Required skills Before installing the hardware and software for Contact Center
Manager Administration, make sure that you have the
prerequisite skills. For more information, see the Contact
Center Manager Administration Technical Requirements and
Operating System Configuration Guide.
Required Make sure you have the required hardware and materials before
hardware starting the installation. To ensure you have the required
equipment and materials for a successful installation, see the
Contact Center Manager Administration Technical
Requirements and Operating System Configuration Guide.

December 2007 Installation overview
Windows server You must install and configure Windows Server 2003 in the
2003 Contact Center Manager Administration server before
proceeding with the installation of Contact Center Manager
Administration.
Attention: Contact Center Manager Administration is
supported on Windows Server 2003 Release 2; however, Nortel
does not support the optional features provided on CD 2 of the
Windows Server 2003 Release 2 installation CDs. If you install
Contact Center Manager Administration on a server with the
optional Windows Server 2003 Release 2 components installed,
your Contact Center Manager Administration installation will
fail.
For detailed procedures and information about installing
Windows Server 2003, see the Contact Center Manager
Administration Technical Requirements and Operating System
Contact Center You must install and configure your Contact Center Manager
Manager Server Server before you install the Contact Center Manager
Administration server software. For information about installing
and configuring the Contact Center Manager Server, see the
Contact Center Manager Server Installation and Maintenance
Guide.
Virtual Private For the purpose of remote technical support, Nortel

Network (VPN) recommends that there is a VPN connection using a Nortel VPN
or modem router connected to the Nortel server subnet, or a modem
connection to each of the servers.
Understanding of Make sure you understand the required software components

the components and server configuration before proceeding with your
in Contact Center installation. For more information, see the Contact Center
Manager Manager Technical Requirements and Operating System
Administration Configuration Guide.

Installation overview Standard 10.15
Required Ensure that you complete the Required Installation Information

Installation checklist that is available in the Nortel Contact Center 6.0
Information Installer’s Roadmap. This checklist contains important
information that you need when performing the installation.

CCMA server preinstallation requirements
The following table provides an overview of the preinstallation requirements for

the Contact Center Manager Administration server.
Component Configuration requirement
Operating system Windows Server 2003 Enterprise or Standard Edition with

the latest supported service pack. For information about the
latest service pack for Windows Server 2003 validated with
Contact Center Manager Administration, see the Contact
Center Portfolio Service Packs Compatibility and Security
Hotfixes Applicability List located at www.nortel.com.
Windows Server 2003 Service Pack 2 is supported only
with Contact Center Manager Administration 6.0 SU04 or
later.
Contact Center Manager Administration is supported on
Windows Server 2003, Release 2; however, Nortel does not
support the new optional features provided on CD 2 of the
Windows Server 2003 Release 2 installation CDs.
If you install Contact Center Manager Administration on a
server with the optional Windows Server 2003 Release 2
components, your Contact Center Manager Administration
installation will fail. For further details, see the Contact
Center Manager Administration Technical Requirements
and Operating System Configuration Guide.
Windows components Internet Information Services (IIS) with Simple Mail
Transfer Protocol (SMTP) and ASP.NET
Third-party software Sybase Open Client version 12.5

Crystal Enterprise 10 Embedded

Component Configuration requirement
Patches and Hotfixes At the time of publication, the following hot fixes are required:
Crystal 10 Common Hotfix
Crystal Reports 10 Hotfix
EBF Patch for Sybase
Remote Support Access pcAnywhere 11.5 (recommended) OR Microsoft Remote

Tool Desktop Connection
For information about installing the operating system, Windows components,

and the Microsoft hotfixes, see the Contact Center Manager Administration
Technical Requirements and Operating System Configuration Guide.
For information about installing third-party software and your remote support
access tool, see the procedures and steps in this chapter.

Install Crystal Reports with CCMA (optional)
With Contact Center Manager Administration 6.0, two report writing software
options are available.
1. You can use the new Report Creation Wizard feature that is installed with
Contact Center Manager Administration. Use the Report Creation Wizard
to create, maintain and modify customized ad hoc reports through a user-
friendly interface. To use Report Creation Wizard, you must install Crystal
Enterprise 10 Embedded on the Contact Center Manager Administration
server prior to installing Contact Center Manager Administration. The
install.msi file for Crystal Enterprise 10 Embedded is included in the
Contact Center Manager Installation DVD. For information about installing
Crystal Enterprise 10 Embedded, see Step 4. “Install the Crystal Enterprise
10 Embedded software” on page 95.
2. Alternatively, you can purchase and install Crystal Reports 10.0
(Professional or Developer) to use and create reports. Crystal Reports 10.0
is not packaged with Contact Center Manager Administration.
Installation tips for Crystal Reports 10.0

If you purchase and install Crystal Reports 10.0, note the following tips and
recommendations for installation:
The license key used to install Crystal Reports 10.0 must be the same the
license key used to install the Report Designer Component (RDC) merge
modules.
You cannot install Crystal Reports on a co-resident server that contains
both Contact Center Manager Administration and Contact Center Manager
Server.

Installing Crystal Reports on the Contact Center Manager

Administration server
For performance purposes, and to avoid co-residency problems, Nortel
recommends that you install Crystal Reports on a PC other than the Contact
Center Manager Administration server. However, if you must install Crystal
Reports on the Contact Center Manager Administration server, note the
following recommendations:
Previous versions of Crystal Reports—You can install Crystal Reports
10.0 regardless of whether you have a previous version of Crystal Reports
installed on the server. If there is previous version of Crystal Reports,
Nortel recommends that you remove it before you install Crystal Reports
10.0.
Uninstalling Contact Center Manager Administration—After you
install Crystal Reports 10.0 and Contact Center Manager Administration on
the Contact Center Manager Administration server, if you uninstall Contact
Center Manager Administration, your Crystal Reports installation is
corrupted because some of its components are also removed. In this case,
you must repair or reinstall Crystal Reports 10.0.
Uninstalling Crystal Reports 10.0—After you install Crystal Reports 10.0
and Contact Center Manager Administration on the Contact Center
Manager Administration server, if you need to uninstall Crystal Reports, it
rarely impacts the Historical Reporting component. However, if you notice
any problems, you must repair the Historical Reporting component by
installing the Crystal Reports 10.0 merge modules from the Contact Center
Manager Administration DVD. To do so, in the root directory of the DVD,
locate and double-click the file CRTemplates.msi. A Windows Installer
package automatically installs the modules.

Install primary and replicating CCMA servers
When you install Contact Center Manager Administration, you can replicate
Active Directory Application Mode (ADAM) files from a primary Contact
Center Manager Administration server.
ADAM is a Microsoft information storage framework. Contact Center Manager

Administration stores many of its data files in ADAM.
Replication provides additional resiliency of the Contact Center Manager

Administration data by which you can automatically copy files created in the
primary server to a replicating server.
In the event of a failure on the active Contact Center Manager Administration

server, a replicating server provides immediate access to data files from the
primary server. With replication, Contact Center Manager Administration users
can immediately point their browser to the replicating Contact Center Manager
Administration server and maintain a level of productivity with minimal
interruption.
It is important to understand that installing a replicating server is not a

replacement for scheduling regular backups of your Contact Center Manager
Administration data. You must still schedule backups on your primary server
even if you install a replicating server for the following reasons:
You cannot replicate all Contact Center Manager Administration data files.
You cannot use replication to roll back data to a specific point in time,
which you may require.
For more information about replication and developing a resiliency strategy for
your Contact Center Manager Administration network, see Chapter 14,
“Resiliency (backup, restore, and disaster recovery).”
Installing the primary Contact Center Manager Administration server

Every Contact Center 6.0 network must have a primary Contact Center Manager
Administration server installed on the network.

If you install the primary Contact Center Manager Administration server, follow
the procedures in Chapter 3, “Install the software on the primary server” and
select No when the system asks you whether you want to enable replication.
After you install the primary Contact Center Manager Administration server,
you can install replicating servers that you subsequently add to primary Contact
Center Manager Administration servers in your network. You can also perform
this procedure to install a primary server to install subsequent instances of
Contact Center Manager Administration but choose not to replicate it.
Before you install the primary Contact Center Manager Administration server,
you must know the security context in which you create this Contact Center
Manager Administration instance. For example, you must know if it is a
Windows Server 2003 member server within a Windows 2000 domain, a
Windows Server 2003 domain, or if it is within a workgroup, and so on. For
more information, see “Active Directory Application Mode and service
accounts” on page 1634, or consult the Microsoft documentation.
Installing replicating Contact Center Manager Administration servers

To install a replicating server, you must first install a primary Contact Center
Manager Administration server without replication by following the procedures
in Chapter 3, “Install the software on the primary server.”
After you install the primary Contact Center Manager Administration server,
you can install a replicating server. If you install a replicating server, follow the
procedures in Chapter 6, “How to install and configure the replicating server
(optional)” and select Yes at the prompt during the installation to enable the new
instance to join and replicate with the primary Contact Center Manager
Administration instance in your network.
You can replicate only existing Contact Center Manager Administration servers
that are correctly installed.
Before you install a replicating Contact Center Manager Administration server,

you must know the following:
the name of your domain controller
the name of the primary Contact Center Manager Administration server
that you want to replicate

the port number the ADAM instance uses on this remote computer to
communicate
the security context in which you install the replicating Contact Center
Manager Administration server and the type of service account chosen for
the primary Contact Center Manager Administration server. For example,
are you installing a Windows Server 2003 member server within a
Windows 2000 domain, a Windows Server 2003 domain, and so on. For
more information about this, see “Active Directory Application Mode and
service accounts” on page 1634, or consult the Microsoft documentation.
In addition, there must be a domain user created on the domain controller that is
a member of the Administrators group and the Replicator group, and you must
know the username and password for this user.

What you need
The following checklist contains the software and equipment that you require to
install Contact Center Manager Administration Release 6.0.
Qty Description ✔
1 Contact Center Manager installation DVD
1 Windows Server 2003 Installation CD
Use the Contact Center Manager installation DVD to install one or all of the
following:
Contact Center Manager Administration software
Sybase Open Client version 12.5
required hotfixes
Timing
The following installation times provide guidance on the time required for
software installation:
Task Time
1 Preinstallation (including operating system installation/ 2 hours

configuration)
For information, see the Contact Center Manager
Administration Technical Requirements and Operating
System Configuration Guide.
2 Installing the server software 30 minutes

3 Postinstallation 1 hour

These times can vary depending on the server, network infrastructure and your
confidence level with the software. The installation times are based on servers
with the following specifications:
CPU: Intel Xeon 3GHz
Ram: 1.0 GB
Hard Drive: 80GB 7200 RPM SATA with no RAID configuration
DVD Drive: Internal IDE 8X DVD-ROM

Before you begin
Before you begin the installation, Nortel recommends you complete the
Required Installation Information checklist. This checklist is found in the Nortel
Contact Center 6.0 Installer’s Roadmap and contains important information that
you need when performing the installation.
Administrator accounts and installation

It is important to take note of the Administrator account that you use to install
Contact Center Manager Administration software, Service Updates, Service
Update Supplements, or designer fixes and patches. If you have multiple
Administrator accounts, you must ensure that you always use the same
Administrator account to install or uninstall Contact Center Manager
Administration software, Service Updates, Service Update Supplements, or
designer fixes and patches. If you attempt to install or uninstall Contact Center
Manager Administration, future Service Updates, Service Update Supplements,
or designer fixes and patches using a different Administrator account, the
installation or uninstallation fails.
Default Web sites and virtual directories

Before you install Contact Center Manager Administration, decide if you will
install Contact Center Manager Administration as the default Web site on the
Contact Center Manager Administration server, or if you will install it as a
virtual directory on an existing Web site. Nortel recommends that you install
Contact Center Manager Administration as the default Web site, reserving the
Contact Center Manager Administration server solely for the use of Contact
Center Manager Administration. If you require more information, see “Web
sites and virtual directories” on page 2178 to determine the type of Web site that
best suits your company needs.



Chapter 3
Install the software on the primary

server
In this chapter
Overview 62
Section A: Prepare the primary server for the installation 65
Section B: Install the server software on the primary server 103
Section C: Postinstallation on the primary CCMA server 127

Install the software on the primary server Standard 10.15
Overview
This chapter describes how to install and configure the Contact Center Manager
Administration server prior to installing the Contact Center Manager
Administration software. These preinstallation tasks are necessary to ensure
correct installation of the Contact Center Manager Administration software on
The procedures in this section outline the preinstallation steps to install Contact
Center Manager Administration 6.0 for the first time. To reinstall Contact
Center Manager Administration or to upgrade from an earlier version of
Symposium Web Client, there are a different series of steps that you must
follow. For information, see Chapter 7, “Upgrading overview.”
This chapter is divided into the following three sections:

Section A: “Prepare the primary server for the installation,” on page 65
Section B: “Install the server software on the primary server,” on page 103
Section C: “Postinstallation on the primary CCMA server,” on page 127
This chapter does not include the steps to install and configure Windows Server
2003 Enterprise or Standard Edition on the Contact Center Manager
Administration server. Nortel recommends that you read the Contact Center
Configuration Guide to obtain important information about the configuration
requirements on the Contact Center Manager Administration server before
proceeding with the tasks in this chapter.
Nortel also recommends that you consult the Contact Center Planning and
Engineering Guide and the Contact Center Installer’s Roadmap before you
complete the procedures in this guide.
Timing
software installation.

December 2007 Install the software on the primary server
Preinstallation (including operating system installation/configuration): 2

hours. For details, see the Contact Center Manager Administration
Installing the Server Software: 30 minutes
Postinstallation: 1 hour
Ram: 1.0 GB


Section A: Prepare the primary server

for the installation
In this section
Step 1. Read relevant documentation for performing a new installation 66
Step 2. Install your remote support access tool 67
Step 3. Install Sybase Open Client version 12.5 83
Step 4. Install the Crystal Enterprise 10 Embedded software 95

Step 1. Read relevant documentation for

performing a new installation
Required Installation Information checklist. This checklist is found in the
Contact Center Installer’s Roadmap and contains important information that
Before performing an installation, check for any Installation Addenda or

updated customer documentation on the Nortel Web site at www.nortel.com, or
the Partner Information Center Web site at www.nortel.com/pic.

Step 2. Install your remote support access

tool
Nortel recommends that you install and configure a remote support access tool
prior to installing Contact Center Manager Administration so that you can
access technical support during the installation procedure, if required.
Nortel personnel use pcAnywhere 11.5 as the preferred remote support access
tool. To install and configure pcAnywhere 11.5 Host Only on the Contact Center
Manager Administration server, see “Installing pcAnywhere 11.5 Host Only” on
page 69. If a previous version of pcAnywhere is installed on the Contact Center
Manager Administration server, consult the Symantec Web site
(www.symantec.com) to find out whether you must uninstall this version before
installing pcAnywhere 11.5.
Alternatively, Nortel also accepts Microsoft Remote Desktop Connection for

Administration as a remote support access tool for customers on a Windows
2003 platform. This alternative is provided for customers whose security policy
does not allow pcAnywhere or who use Microsoft Remote Desktop Connection
for Administration as the remote support tool for all PCs in their network. For
information about enabling Microsoft Remote Desktop Connection for
Administration, see “Enabling Microsoft Remote Desktop Connection for
Administration” on page 82.
Nortel recommends that you install only one of the supported remote access
tools (pcAnywhere or Remote Desktop Connection for Administration) on the
Contact Center Manager Administration server, not both.
Remote Access Services

Remote Access Services (RAS) are supported in the following install
configurations:
Install configuration RAS is supported
CCMA (stand-alone) Yes

CCMS (stand-alone) Yes
CCT (stand-alone) No
CCMA and CCMS (co-resident) Yes
CCMA, CCMS, and CCT (co- No

resident)
RAS and co-residency

If you install Contact Center Manager Server on a co-resident server, RAS is not
enabled. Nortel recommends that you configure a Virtual Private Network
(VPN) connection for the co-resident server. Connecting to the server through
pcAnywhere over a VPN connection is supported on co-resident servers with all
three applications installed—Contact Center Manager Server, Contact Center
Manager Administration, and Communication Control Toolkit.
If Communication Control Toolkit is included in the co-resident installation, in

addition to the VPN connection (recommended), you can use pcAnywhere to
connect to the co-resident server in the following ways:
through an Ethernet connection over a LAN
through a dial-up connection into another non-Communication Control
Toolkit computer on the domain that provides access to the Communication
Control Toolkit server through a LAN
If you attempt to connect directly to the Communication Control Toolkit server

through a modem, problems occur due to a potential conflict when a modem
driver coexists with Communication Control Toolkit drivers on the same server.
One licensed copy of pcAnywhere version 11.5 Host Only is provided on the
Contact Center Manager installation DVD. You can use this software license to
configure the server as the host computer in remote control sessions (that is, the
computer to which remote computers connect).

Installing pcAnywhere 11.5 Host Only

The following steps are general guidelines only. For more complete information,
see the documentation included with the pcAnywhere software.
To install Contact Center Manager Administration on a stand-alone server, you

must complete this procedure. To install Contact Center Manager
Administration on a co-resident server with Contact Center Manager Server
only, you need not complete the procedures in this section as pcAnywhere is
installed when you install Contact Center Manager Server.
If you upgrade from a previous version of the software and the installation
wizard asks if you want to preserve configuration data, select No. Configuration
data from previous versions of pcAnywhere is incompatible with pcAnywhere
version 11.5.
CAUTION
Risk of system failure

Before you install pcAnywhere version 11.5, consult the driver
.
manufacturer Web sites for available updates to ensure that the

video drivers on the Contact Center Manager Administration
server PC are current. Failure to do so can result in the appearance
of a blue screen after pcAnywhere installation or after use of
pcAnywhere for operations such as file transfer. For more
information, see the pcAnywhere Web site at www.symantec.com.
1 Log on to the Contact Center Manager Administration server as

Administrator.
2 Insert the pcAnywhere version 11.5 CD into the server.

If autorun starts and you click Install, or if you double-click the setup.exe
file on the CD, the Terminal Server Install Failure dialog box appears.
This occurs because Terminal Services must be in Install Mode before you
can install an application.
3 Click Add or Remove Programs to open the Add or Remove Programs

window.
4 Click Add New Programs.
5 Click CD or Floppy.
6 Click Next.
Result: The program finds the setup.exe file on the CD.
7 Click Finish.
Result: The pcAnywhere 11.5 launchpad appears.
8 Click Symantec pcAnywhere.
Result: The Windows Installer window appears, and then the installation
Welcome window appears. This may take a few moments.
9 Click Next.
Result: The License Agreement window appears.
10 Accept the terms of the license agreement, and then click Next.
Result: The Customer Information window appears.
11 Enter your username and company details, and then click Next.
Result: The Destination Folder window appears.
12 Accept the default location to install the software, or click Change to
choose a custom location. Then click Next.
Result: The Custom Setup window appears.

13 Accept the defaults in this window, and then click Next. Nortel recommends
that you do not install the Host Administrator and Host Agent features.
Result: The Ready to Install the Program window appears.
14 Click Install.
Result: The program installs the software. After the program installs, the
LiveUpdate window appears.
15 Click Next.
Result: The program installs any updates.
16 Click Finish.
Result: A prompt appears asking you to register pcAnywhere.
17 Click Skip.
Result: A prompt appears asking you to confirm your choice.
18 Click Yes.
19 Click Finish when the installation is complete.
Configuring the Active Desktop settings

To ensure optimum speed when using pcAnywhere, before starting the program,
configure the Active Desktop settings on the server.
1 Right-click anywhere on the server desktop.
2 On the menu, select Active Desktop.
Result: Another menu appears.
3 On this menu, ensure that Show Web Content is not selected.
Starting pcAnywhere 11.5 or later for the first time

1 Log on to Windows as Administrator.
2 From the Start menu, choose All Programs > Symantec pcAnywhere.

If the system asks you to register pcAnywhere, select Skip, and then
choose Yes when asked to confirm.
ATTENTION
If the following message appears, it indicates that your
video driver is incompatible with pcAnywhere:
“pcAnywhere detected and fixed a display driver problem.
Please restart your computer to allow the change to take
effect.” You must uninstall pcAnywhere, update your
video driver, and then reinstall pcAnywhere.
Result: The Symantec pcAnywhere window appears.

3 Continue with the following procedure to configure pcAnywhere 11.5.
Configuring pcAnywhere 11.5 or later

Configuration of pcAnywhere sets up a secure caller account to access the
server. You can add a caller account for each remote PC. These caller accounts
restrict usage of pcAnywhere to appropriate users (for example Nortel support
personnel and distributors).
If you install Contact Center Manager Administration on a co-resident server

with Contact Center Manager Server, you can use the installation of
pcAnywhere that was completed through the Contact Center Manager Server
installation. In this case, you need not follow the instructions in this section.
If, during the pcAnywhere configuration, a message appears indicating that you
do not have the rights to modify a setting or create a new caller, use the
following procedure to change the Windows User access rights for pcAnywhere
files.
To change the Windows access rights for pcAnywhere files

To change the Windows access rights for pcAnywhere files, you must browse to
a hidden directory.
Viewing hidden directories

1 Open My Computer.
2 Choose Tools > Folder Options.

3 Click the View tab.

4 Scroll down until you see Show Hidden Files and Folders, and select this
option.
5 Click OK.
Changing the Windows access rights for pcAnywhere files

1 Exit pcAnywhere.
2 In Windows Explorer, navigate to the following folder: C:\Documents and
Settings\All Users\Application Data\Symantec\pcAnywhere where C is
the drive on which pcAnywhere is installed.
3 Right-click the pcAnywhere folder icon.
Result: A menu appears.
4 From the menu, click Properties.
Result: The pcAnywhere Properties dialog box appears.
5 Click the Security tab.
6 In the Name box, select Administrators.

7 To grant administrators full access to the pcAnywhere folder, ensure that

the Allow check box is selected for Full Control.
8 Click OK to save your changes and close the Properties window.
Configuring pcAnywhere 11.5 or later as a host

If you use a modem connection with pcAnywhere, you must configure the
modem before you perform this procedure.
1 Log on to the server as Administrator.
2 Click Start > All Programs > Symantec pcAnywhere.
If the system asks you to register pcAnywhere, click Skip, and then choose
Yes when asked to confirm.
3 On the pcAnywhere manager (left side), select the Hosts option.
4 Select File > New > Item > Use Wizard.
Result: The Host Setup Wizard dialog box appears.
5 From the Connection type for this host list, select your modem (if you
use a modem connection with pcAnywhere); otherwise, choose TCP/IP.
6 From the Optimized for list, choose Low bandwidth (modem
connection).

7 Click Next.
Result: The following Wizard dialog box appears.
8 Ensure that Launch with Windows and Run minimized check boxes are
selected, and leave all other default settings, as shown in the figure.
9 Click Next.

10 Accept the default values in this window, and then click Next.
11 Click Add.
Result: The Identification dialog box appears.
12 In the Login name box, type a name for the caller account. You can
choose any name, or use a name that is familiar to you, such as NGenDist.
13 In the Password box, type the password for the caller account.
Tip: If you type NGenDist for the logon name, you can use the same
NGenDist password that is used in Contact Center Manager Server, or you
can use a password of your choice.
14 In the Confirm password box, type the same password again.

15 Click OK.
16 Click Finish to close the wizard.
Result: The Hosts window reappears with the new account selected.
17 In the Selected account name box, type a custom name for this account
to identify it in the list of caller accounts.
18 To continue configuring the account, right-click it, and then select
Properties.
Result: The Host Properties: <account name> dialog box appears.
19 Click the Callers tab.

Result: The Callers page appears.

20 In the Caller list, select the caller account that you just created (its name
appears blank until you finish configuring it with the following steps), and
then click the Properties icon.
Result: The Caller Properties dialog box appears.
21 Click the Privileges tab.

22 Select the Superuser option button.
23 Click OK to save your changes and close the Caller Properties window.
Result: The Host Properties window reappears with the account now listed
according to its Login ID.

24 Click the Security Options tab.

Result: The Security Options page appears.
25 In the Session options section, from the Keyboard/mouse active during

session list, select Host and Remote.
26 In the Login options section, select Limit time to complete login check
box and set the Timeout to 3.
27 Select the Limit login attempts per call check box and set the Maximum
to 3.
28 Select the Encryption tab.
Result: The Encryption page appears.
29 In the Settings section, from the Level list, select None.

30 Select the Conference tab.

Result: The Conference page appears.
31 Select the Enable conferencing check box.

32 Select the Obtain IP address automatically option.
33 Click Apply to save your settings.
34 To assign a password to control who can modify the Network icon settings,
complete the following steps; otherwise proceed to step 35.
a. Select the Protect Item tab.
Result: The Protect Item page appears.
b. In the Password box, type a password.
ATTENTION
If you select the Required to modify properties check box on
the Protect Item page, you must enter the password each
time you change a setting. Record the password and keep a
copy of it in a safe place. If you forget the password, you
cannot change any settings.

35 Click OK to save all pcAnywhere Host settings.

Result: The Hosts window reappears.
36 Optionally, repeat steps 4 to 35 to create another caller account of your
choice (for example, NGenDesign).
Tip: If you type NGenDesign for the logon name of the second caller
account, you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.
37 Close the Symantec pcAnywhere window.
Starting pcAnywhere 11.5 or later

2 From the Start menu, select All Programs > Symantec pcAnywhere.
3 In the pcAnywhere window, in the Hosts pane, right-click the caller account
you created in the previous procedure, and then click Start Host.
Using Microsoft Remote Desktop Connection as your remote support

access tool
If you install pcAnywhere 11.5 on your server, you need not enable Microsoft
Remote Desktop Connection as your remote support access tool. Therefore, you
can skip this procedure.
Microsoft Remote Desktop Connection for Administration (formerly known as

the Terminal Services Administration Mode) is installed by default on Windows
Server 2003. When you install Windows Server 2003, Microsoft Remote
Desktop Connection is installed, but not enabled. For details, see “Enabling
Microsoft Remote Desktop Connection for Administration” on page 82.
Remote Network Connection Configuration

Microsoft Remote Desktop Connection for Administration requires a TCP/IP
connection between the local computer and the remote Contact Center Manager
Administration server (that is, a direct modem connection is not supported). To
establish a TCP/IP network connection, you can use one of the following:

Virtual Private Network (VPN) connection using Nortel VPN Router

(recommended)
Microsoft Network and Dial-up Connection using a Remote Access
Support (RAS) server
Enabling Microsoft Remote Desktop Connection for Administration

To enable Microsoft Remote Desktop Connection for Administration, you must
log on to the system with administrator privileges.
1 On the server, click Start > Control Panel > System.
Result: The System Properties dialog box appears.
2 Click the Remote tab.
3 On the Remote page, select Enable Remote Desktop on this computer.
4 Click OK.
For information about using Microsoft Remote Desktop Connection for
Administration, see the Microsoft documentation at www.microsoft.com.

Step 3. Install Sybase Open Client version 12.5

with Contact Center Manager Server, Sybase Open Client version 12.5 is
already installed and you can skip this step. Likewise, you need not verify the
version of Sybase that is installed or update the Sybase 12.5 Open Database
Connectivity (ODBC) driver. In this case, you can proceed directly to Step
4. “Install the Crystal Enterprise 10 Embedded software” on page 95.
If you install Contact Center Manager Administration on a stand-alone server,

you must install Sybase Open Client version 12.5 and update the Sybase 12.5
ODBC driver to use the Historical Reporting and Contact Center Management
components. To install Sybase Open Client, you must have administrator
privileges on the Contact Center Manager Administration server.
If Sybase version 12.0 is installed on the Contact Center Manager

Administration server, you can perform an upgrade to Sybase version 12.5 using
the following procedure. If a version of Sybase earlier than 12.0 is installed on
the Contact Center Manager Administration server, you must uninstall it before
you install version 12.5. For information about uninstalling the software, see the
documentation posted on the Sybase Web site at www.sybase.com.
After you install Sybase Open Client version 12.5, you must update the Sybase
Open Client driver. For information, see “Updating the Sybase ODBC driver”
on page 91.
Verifying the Sybase Open Client version

If Sybase Open Client is currently installed on the server, perform the following
procedure to verify the software version before upgrading to Sybase Open Client
12.5.


2 Select the Advanced tab.

Result: The Advanced page appears.

3 Click Environment Variables.

Result: The Environment Variables dialog box appears.
4 In the System variables box, locate the Sybase software entries. For
example, if Sybase Open Client version 12.0 is installed on the server, the
list appears as SYBASE_OCS: OCS_12_0, and for Sybase Open Client
version 12.5, the list appears as SYBASE_OCS: OCS_12_5.
5 If the list appears as SYBASE_OCS: OCS_12_5, Sybase Open Client
version 12.5 is installed and you can skip to Step 4. “Install the Crystal
Enterprise 10 Embedded software” on page 95.
OR
If you do not see a Sybase software entry, or if the list appears as
SYBASE_OCS: OCS_12_0, you must install Sybase Open Client version
12.5 by following the procedure “Installing Sybase Open Client version 12.5
or upgrade from version 12.0” on page 86.
Contact Center Manager Administration functions with Sybase Open Client 12.5
only. If a later version of Sybase is installed on the Contact Center Manager
Administration server, you must uninstall it before installing version 12.5. For
information about uninstalling Sybase software, see “Uninstalling Sybase Open
Client” on page 1531.

Installing Sybase Open Client version 12.5 or upgrade from version

12.0
already installed and you can skip this procedure. Likewise, you need not
upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed directly to
Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 95.
1 Insert the Contact Center Manager installation DVD into the DVD-ROM
drive.
Result: If this is the first time you insert the Contact Center Manager
installation DVD in the DVD-ROM drive, the Contact Center Manager DVD
installer main menu appears.
2 Click Exit.
3 In Windows Explorer, browse to the folder Sybase, located in the CCMA
folder of the Contact Center Manager installation DVD.

4 In the Sybase folder, double-click the file setup.exe.

Result: The Sybase Installation Type dialog box appears.
5 Click Standard Install, and then click Next.

Result: The Choose Directory dialog box appears.
6 If you install the software for the first time, type a location in which to install
the software, or accept the default location shown. Nortel recommends that
when you upgrade from Sybase 12.0, you type the same folder in which the
Sybase software is currently installed. For example, if the software is
installed on drive E in a folder called Sybase, type E:\Sybase. If you do not

know this location, type a new location in which to install the software, or
accept the default location shown (C:\SYBASE).
ATTENTION When you choose a custom location in which to install

the Sybase software, do not choose a directory name
that contains a space. For example, do not choose
D:\Program Files\Sybase because the Sybase
installation program cannot process the space in
“Program Files.”
7 Click Next.
Result: The Summary window appears and displays the components that
the system will install.

8 Click Next.
Result: The Create Directory dialog box appears and prompts you to
confirm the name of the directory to which the files are copied.
9 Click Yes.
Result: The Installing dialog box appears and displays a status bar while
the system installs the program.
10 If you upgrade to Sybase version 12.5, the system asks if you want to
overwrite the following existing Sybase.DLL files. Click Yes when prompted
to replace or reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the optional Power Dynamo file, you
can click either Yes or No. Because the file is optional, your choice does
not affect the Sybase installation. If you choose to replace the optional
Power Dynamo file, replace version 3.0.0 with version 3.5.2.
If the system prompts you to replace any other DLLs, including system
DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any
system DLLs.

if a window with the following message appears: “COMCTL32.DLL - The

system does not need this update.”, click OK
Result: When the installation is complete, the Sybase Installer
Confirmation dialog box appears and prompts you to restart the system
before configuring the installed components.
11 Click Yes.
Result: This can take several minutes. Do not attempt to manually restart
the system. When restarting, log on as a user with administrator privileges.
After the system restarts, the Information dialog box appears and confirms
the Sybase installation.
ATTENTION Do not remove the Contact Center Manager

installation DVD from the DVD-ROM drive during the
system restart process. The Installation Wizard
carries out some final configuration procedures after
the system restarts.
12 Click OK.
13 Close the Control Panel window. Continue with the following procedure,
“Updating the Sybase ODBC driver.”

Updating the Sybase ODBC driver

After you install Sybase Open Client version 12.5, you must perform the
following procedure to update the Sybase ODBC driver, EBF11113.
ATTENTION
co-resident server with Contact Center Manager Server, the
Sybase ODBC driver is up-to-date and you can proceed
directly to Step 4. “Install the Crystal Enterprise 10 Embedded
software” on page 95. Contact Center Manager Server uses the
ODBC driver version 4.10.00.41. Nortel recommends that you
do not install EBF11113 as part of the Contact Center
Manager Administration installation because it overwrites the
ODBC version that Contact Center Manager Server uses and
can impact operation of Contact Center Manager Server.
If Sybase Open Client 12.5 is installed on the Contact Center Manager

Administration server and you upgrade Contact Center Manager Administration
from one build to the next build, you must update the Sybase Open Client 12.5
ODBC driver before you upgrade the Contact Center Manager Administration
software.
For further instructions, see the instructions.txt file, which is in the EBF11113
folder on the Contact Center Manager installation DVD.
1 On the Contact Center Manager Administration server, free up all active
Sybase Open Client connections as follows:
a. Close all Contact Center Manager Administration browser sessions.
b. Stop any other third-party applications that are running on the Contact
Center Manager Administration server and that use Sybase Open
Client.
2 On the Contact Center Manager Administration server, reset IIS as follows:
a. Click Start > Run.
b. In the Open box, type cmd.
c. Click OK.
d. At the prompt, type iisreset.

e. Press Enter.
Result: The following screen appears.
3 Install the updated driver, EBF11113, as follows:

a. At the MS-DOS prompt, navigate to the root directory of the Contact
Center Manager Administration DVD-ROM. For example, <x>: \CCMA
(where <x> is the location of the DVD-ROM).
b. Type the following xcopy command:
xcopy EBF11113\*.* %SYBASE% /s /e /v /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase
ODBC driver; <SYBASE> is the environment variable containing the
directory location of the Sybase Open Client 12.5 software installed on
the Contact Center Manager Administration server (for example,
c:\sybase); and C:\EBF11113.TXT is the log file that you can use to
verify that all the files were copied correctly. The portion of the
command that lists /S /E /V /Y is forward slash (/), followed by the letter
shown.
4 On the Contact Center Manager Administration server, verify that the
system successfully updated the driver as follows:
a. Click Start > Administrative Tools > Data Sources (ODBC).
Result: The ODBC Data Source Administrator window appears.
b. Click the Drivers tab.
c. On the Drivers page, scroll down until you locate the Sybase ASE
ODBC driver. The correct driver version is 4.10.00.49.

d. Click OK.
If the ODBC driver version is not 4.10.00.49, open the log file,
C:\EBF11113.txt, to see if there were any error messages recorded
during the xcopy command.
Result: Following a successful update, the text file contains results
similar to the following list:
EBF11113\Cover.ROLL.11113.txt
EBF11113\instructions.txt
EBF11113\odbc\readme.txt
EBF11113\odbc\syodase.cnt
EBF11113\odbc\syodase.dll
EBF11113\odbc\syodase.hlp
EBF11113\odbc\syodaser.dll
EBF11113\odbc\syodases.dll
EBF11113\odbc\syodbas.dll
EBF11113\odbc\syodbasr.dll
EBF11113\odbc\SYODBC.LIC
EBF11113\odbc\syodldap.dll
EBF11113\odbc\syodssl.dll
EBF11113\odbc\syodutl.dll
EBF11113\odbc\syodutlr.dll
EBF11113\OLEDB\readme.txt
EBF11113\OLEDB\sydaadm.cnt
EBF11113\OLEDB\sydaadm.exe
EBF11113\OLEDB\sydaadm.hlp
EBF11113\OLEDB\sydaadmr.dll
EBF11113\OLEDB\sydaase.cnt
EBF11113\OLEDB\sydaase.dll
EBF11113\OLEDB\sydaase.hlp

EBF11113\OLEDB\sydaaser.dll
EBF11113\OLEDB\sydaldap.dll
25 File(s) copied
As hot fixes for known issues with third-party software (for example, Sybase,
Crystal, and Windows) become available, Nortel provides these hot fixes in a
folder located on the Contact Center Manager installation DVD.
After you install Contact Center Manager Administration, you must install all
hot fixes in the Contact Center Manager Administration Hot Fix folder to ensure
that Contact Center Manager Administration functions correctly. For details, see
Step 7. “Install required hot fixes for third-party software” on page 126.

Step 4. Install the Crystal Enterprise 10

Embedded software
To work with the Report Creation Wizard component in Contact Center

Manager Administration, you must first manually install the Crystal Enterprise
10 Embedded software. You must install this software before you install Contact
Center Manager Administration. Failure to do so stops the Contact Center
Manager Administration installation.
The Crystal Enterprise 10 Embedded software installation that is provided on

the Contact Center Manager installation DVD includes the license for this
software. You need not purchase a separate license.
Installing Crystal Enterprise 10 Embedded

1 Insert the Contact Center Manager installation DVD into the drive.
2 Click Exit.
3 In Windows Explorer, browse to the folder CR10_EE, located in the CCMA

4 In the CR10_EE folder, double-click the file setup.exe.

Result: The Welcome window appears.
5 Click Next.

Result: The User Information dialog box appears.
7 In the Full Name box, type your name.

8 In the Organization box, type your company name.
9 In the Product Key Code boxes, type the key code.

10 Click Next.
Result: The Installation Type dialog box appears.
11 Select the Full option, and then click Next.

Result: The Ready to Install the Application dialog box appears.

12 Click Next.
Result: The system installs the software and the following dialog box
appears.
When the installation is complete, the Completed window appears.
13 Click Finish.

To install the Crystal 10.0 Common Hotfix patch

You must install the Crystal 10.0 Common Hotfix patch after you install the
Crystal Enterprise 10 Embedded software, and before you install Contact Center
Manager Administration.
As hot fixes for known issues with third-party software (for example, Crystal,
Sybase, and Windows) become available, Nortel provides these hot fixes in a
folder (Supplementary SU\CCMA\Hot Fixes) on the Contact Center Manager
installation DVD.
Installing the Crystal 10.0 Common Hotfix patch

2 Click Exit.
3 In Windows Explorer, browse to the Crystal 10.0 Common Hotfix folder in
the CCMA folder of the Contact Center Manager installation DVD.

4 In the Crystal 10.0 Common Hotfix folder, double-click setup.exe.

Result: The Crystal Common Files 10.0 Weekly Hot Fix Patch welcome
screen appears.
5 Click Next.
Result: The Legal Disclaimer information appears.
6 Read the agreement and click Yes.
Result: The Services Warning window appears warning you that all
services and processes are stopped during the installation.
7 Read the warning and click Next.
Result: The Select Components screen appears.
8 Accept the default components to install and click Next.
Result: The Copy Files screen appears.
9 Read the information and click Next.
Result: Windows appear informing you of the services that are stopping.
After the installation is complete, a dialog box appears asking if you want to
view a readme file.
10 Select Yes or No, depending on your preference
Result: A dialog appears prompting you to restart your services.
11 Click Yes.
Result: The InstallShield Wizard Complete window appears.
12 Click Finish.
ATTENTION
After you install the Crystal 10.0 Common Hot Fix and
install Contact Center Manager Administration, you must
install the Crystal Reports 10.0 Hot Fix found on the
DVD in the following location:
Supplementary SU\CCMA\Hot Fixes. For more
information, see “Installing required hot fixes for third-
party software” on page 126.

What is next?
Install the Contact Center Manager Administration software. For details, see
Section B: “Install the server software on the primary server,” on page 103.

Section B: Install the server software on

the primary server
In this section
Step 5. Install the product software 104
Step 7. Install required hot fixes for third-party software 126

Step 5. Install the product software
The procedures in this section outline how to install Contact Center Manager
Administration for the first time. To reinstall Contact Center Manager
Administration or upgrade from an earlier version of Symposium Web Client,
see Chapter 7, “Upgrading overview.”
Before you begin the procedures in this step you must complete the following
tasks:
Read the Contact Center Planning and Engineering Guide. This guide
contains important information about the Contact Center 6.0 data network
and how the components of the suite work together.
Read and complete the procedures in the Contact Center Installer’s
Roadmap. This guide contains important information about the information
that you need to collect about your network system to complete the Contact
Center Manager Administration installation.
Read and complete the procedures in the Contact Center Manager
Configuration Guide. This guide contains important information about
server software and hardware requirements, and includes procedures for
installing and configuring Windows Server 2003 on the application server.
Verify that Internet Information Services (IIS) is installed before you install
Contact Center Manager Administration. To do this, click Start > All
Programs > Administrative Tools. If Internet Services Manager is listed,
IIS was successfully installed. If IIS does not appear, you must ensure that
it is correctly installed before you proceed with the Contact Center
Manager Administration installation. For details about installing IIS, see
the Contact Center Manager Technical Requirements and Operating
System Configuration Guide.

You must have administrator privileges in Windows Server 2003 to install

Contact Center Manager Administration on the Contact Center Manager
Administration server.
ATTENTION
Take note of the Administrator account that you use to install
Contact Center Manager Administration software, Service
Updates, Service Update Supplements, or designer fixes and
patches. If you have multiple Administrator accounts, you
must always use the same Administrator account to install or
uninstall Contact Center Manager Administration software,
Service Updates, Service Update Supplements, or designer
fixes and patches. If you attempt to install or uninstall Contact
Center Manager Administration, future Service Updates,
Service Update Supplements, or designer fixes and patches
using a different Administrator account, the installation or
uninstallation fails.
Installing Contact Center Manager Administration on the primary

server
The following procedure outlines how to install Contact Center Manager
Administration for the first time. To reinstall Contact Center Manager
Administration, see “Scenarios for reinstalling Contact Center Manager
1 Log in to the application server using the Administrator account.
If you have multiple Administrator accounts, take note of the Administrator
account used here for future reference. You must always use the same
Administrator account to install or uninstall the Contact Center Manager
designer fixes and patches.

2 Insert the Contact Center Manager installation DVD in the DVD-ROM drive.
Result: The Contact Center Manager DVD installer main menu appears.
3 Select Contact Center Manager Administration from the components

list.

4 Click Install
Result: The DVD Installer main menu disappears. The program checks
that the required third-party software is installed on the server, and stops
the installation if any of the minimum requirements are not met. If all
requirements are met, the installation continues.The Contact Center
Manager Administration Setup Wizard window appears.
5 Click Next.
Result: The replication selection dialog box appears. In this window, you
must choose whether you want to enable replication.

6 Click No.
Result: The Customer Information dialog box appears.
7 In the User Name and Organization boxes, type the appropriate

information.
8 To set up access restrictions for this Contact Center Manager
Administration installation, in the Install this application for section, select
one of the following options:
Anyone who uses this computer (all users)—Select this option if you
want anyone who can log on to the computer to have permission to log
on to Contact Center Manager Administration.
ATTENTION Nortel recommends that you select the Anyone who

uses this computer (all users) option. Failure to do so
can prevent users who have authorization to use Contact
Center Manager Administration from using the Contact
Only for me (<user name>)—Select this option if you want only a user
with your username and password to have permission to log on to

9 Click Next.
Result: The Simple Object Access Protocol (SOAP) Configuration
Parameters dialog box appears.
10 If you plan to install SU04 or later, accept the default as this screen is no
longer applicable.
OR
If you plan to install a release earlier than SU04, in the SOAP
Configuration Parameters window, type the URL that you use to access
Administration server. Type the URL without the http:// prefix and with less
than 24 characters.
The following list provides additional information about the URL that you
type into this window:
If the Contact Center Manager Administration default URL is the same
as the Contact Center Manager Administration server computer name,
you can accept the default value shown.
If the Contact Center Manager Administration default URL is the
Contact Center Manager Administration server fully qualified host name
(for example, <computer name>.<domain name>.com), you must type
this name. To view the fully qualified domain name of the server, ping

the server computer name. The results of a successful ping include the
fully qualified domain name.
If the client PCs that are used to access the Contact Center Manager
Administration server are outside the server domain, you must type the
fully qualified domain name in this window. To view the fully qualified
domain name of the server, ping the server computer name. The results
of a successful ping include the fully qualified domain name.
If you install Contact Center Manager Administration as a virtual
directory on an existing Web site, you must type either the computer
name or the fully qualified host name as usual; do not type a value that
includes the virtual directory name.
If you use the fully qualified domain name in this window, and if you add
the Contact Center Manager Administration server as a Trusted Site
when you configure Internet Explorer on the client PC, you must also
add the fully qualified domain name as a Trusted Site on each client PC
that accesses the Contact Center Manager Administration server. For
details about configuring the client PC after installing Contact Center
Manager Administration, see Step 3. “Configure Internet Explorer” on
page 267.

11 Click Next.
Result: If you perform an installation without replication, the Port
Configuration for ADAM dialog box appears. If you perform an installation
with replication enabled, the Web Site Type dialog box appears and you
must proceed directly to the result in step 29.
Based on the server configuration, the default values in the Port

Configuration for ADAM dialog box vary, as follows:
Port 389 for LDAP and port 636 for Secure Sockets Layer (SSL) appear
in this window.
Port 50000 for LDAP and port 50001 for SSL appear in this window.
12 Before accepting the default values in the Port Configuration for ADAM
dialog box, check with your administrator to ensure that no other
applications use these ports. If these ports are in use, ask your
administrator to recommend new port numbers and type them in the boxes
provided.

13 Click Next.
Result: The Web Site Type dialog box appears.
You can install Contact Center Manager Administration as the default Web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing Web site. For more information
about how to determine the type of Web site that best suits your company
needs, see “Web sites and virtual directories” on page 2178.
14 To install Contact Center Manager Administration as the default Web site,
Click Default and proceed to step 16.
ATTENTION
For optimum performance, Nortel recommends that you
click Default, reserving the Contact Center Manager
Administration server solely for the use of Contact Center
OR
To install Contact Center Manager Administration as a virtual directory on
an existing Web site, click Existing, and then click Next.
Result: The Virtual Directory Name dialog box appears with WClient as the
default name.

15 To change the name, type a new name. Do not use an underscore (_) in
the virtual directory name.
The name you choose becomes the name of the folder in the Default Web
Site tree in IIS. To see a sample of Contact Center Manager Administration
as a virtual directory and as a default Web site, see “Web sites and virtual
directories” on page 2178.
16 Click Next.
Result: The Destination Folder dialog box appears.
17 To change the folder location, click Change and select a different location.
OR

To accept the default folder location, click Next.

Result: The Ready to Install the Program dialog box appears.

18 Click Next.
ATTENTION If you installed no required third-party applications prior to

installing Contact Center Manager Administration,
installation ends. An error dialog box appears listing the
missing software, and the setup wizard closes. You must
install all required software before you can complete the
Contact Center Manager Administration installation.
Result: The Installing Contact Center Manager Administration progress

dialog box appears.
If files in use or open windows prevent the Contact Center Manager

Administration installation from proceeding, the Files in Use window
appears. To continue with the installation, close the files or windows listed,
and then click Retry. Occasionally, the window notifies you that you must
close the Add or Remove Programs window. In this case, click Retry. If the
installation does not proceed, click Ignore. The installation proceeds.

After the program installs the first series of files, the iceAdmin Password
Change dialog box appears.
19 In the New Password box, type a custom password for the iceAdmin user
account. This user account has full administrative privileges and is required
for proper Contact Center Manager Administration functionality.
20 In the Confirm Password box, type the password again.
After you install Contact Center Manager Administration, you can change
this custom password. For information, see Step 21. “Change the iceAdmin
user account password (optional)” on page 222.
When you perform a new install, the Old Password box is unavailable. You
are required to type the old password only if you reinstall Contact Center
Manager Administration and you chose to preserve customer data when
you uninstall the original software.
If your Contact Center Manager Administration server is a member of an
active domain, the Domain Account option is enabled on the iceAdmin
Password Change window.
21 If you do not want to export scheduled reports to a domain account, or if the
domain account button is disabled, proceed to step 27.
OR
To export scheduled reports to a domain account, complete the following
steps, click Domain Account.

You can use the domain account setup function of the iceAdmin Password
Change Utility to reset the domain account password if the administrator
changes it.
Result: The Optional Domain Account Setup dialog box appears.
22 From the Select Domain Name list, select the domain to add.
23 In the Enter Domain Account box, type the domain account.
24 In the Enter Domain Account Password box, type the domain account
password.
Obtain the domain account name and password from your network
administrator. You must enter the correct domain account password. If the
password is incorrect, the system does not proceed.
25 In the Confirm Domain Account Password box, retype the domain
account password.
26 Click OK.
Result: The iceAdmin Password Change window reappears and activates
all scheduled reports using the domain account instead of the local
iceAdmin account.

27 Click OK.
Result: The system ensures that you typed the same password both times,
and registers the new password. After the system installs Active Directory
Application Mode (ADAM), the Crystal Reports templates and Server
Simple Object Access Protocol (SOAP) templates, the Welcome to the
InstallShield Wizard for ServerSoapInstall dialog box appears.
If the window does not appear, the system automatically begins to install
the SOAP files. The program searches for installed components, and then
installs the required SOAP files.

The Completing the Contact Center Manager Administration Setup Wizard

window appears.
28 Click Finish to exit the setup wizard.

If you perform an installation with replication, this instance of ADAM now
has all existing data that resides in the ADAM instance with which it is
replicated. From this point on, replication works both ways, with each
computer sharing its ADAM data with the other computer.
Result: The Contact Center Manager Administration Installer Information
dialog box appears.
29 Click Yes to restart your computer.

Step 6. Apply the latest Service Update and

Service Update Supplement
This step includes procedures to download and apply the latest Service Updates
(SU) and Service Update Supplements (SUS) for Contact Center Manager
Administration from www.nortel.com/espl.
For more information about downloading and applying Service Updates, Service
Update Supplements, and Designer Patches (DP), see Chapter 13, “Applying
Service Updates, Service Update Supplements, and Designer Patches”.
Service Updates, Service Update Supplements, and Designer Patches

This section describes the differences between Service Updates, Service Update
Supplements, and Designer Patches.
Service Updates—are major updates to software releases. They include
new features as well as major changes and fixes to the software. Service
Updates include all relevant SUSs and DPs that were issued since the
release of the last Service Update. Service Updates are numbered
sequentially in the format CCMA_6.0_SU_01 and CCMA_6.0_SU_02.
Service Updates for Contact Center 6.0 are faster to download and install
than the Service Updates for previous releases because they do not include
the entire application, but only the changed or updated portions of the
software.
Service Update Supplements—are fixes for SUs that are required for all
customers. Service Update Supplements are faster and easier to download
and install than SUs. Service Update Supplements are numbered
sequentially in the format CCMA_6.0_SUS_0101 and
CCMA_6.0_SUS_0102. You can install a Service Update Supplement only
if its corresponding Service Update is installed. For example, if SU01 is
installed, you can install CCMA_6.0_SUS_0101 and
CCMA_6.0_SUS_0102.
Designer Patches—are critical patches that are released to a limited
number of customers to address specific customer issues. Designer Patches
are numbered sequentially in the format CCMA_6.0_DP_010101 and

CCMA_6.0_DP_010102. A Designer Patch is usually posted to a secure a

location and installed on the recommendation of a Nortel support
technician. For information about installing Designer Patches, see Chapter
13, “Applying Service Updates, Service Update Supplements, and
Designer Patches.”
The numbers of the Service Updates, Service Update Supplements, and

Designer Patches shown in the previous bullets are listed as examples only.
Installation order for Service Updates and Service Update

Supplements
Service Updates contains all the fixes included in previously released Service
Updates and Service Update Supplements. Therefore, you need not sequentially
install all Service Updates that are released.
For example, if SU01, SUS0101, SUS0102 are released, SU02 contains SU01,
SUS0101, SUS0102 in the SU02 release.
Designer Patches address critical issues for specific customers. A Designer

Patch is usually posted to a secure location and installed on the recommendation
of a Nortel support technician.
Applying a Service Update or Service Update Supplement
ATTENTION
When you install the latest Service Update, note the
Administrator account with which you log on to the server.
If you have multiple Administrator accounts, you must
ensure that you always use the same account to install or
uninstall Service Updates, Service Update Supplements,
and Designer Patches on the server. If you install an update
with one account, and then install the next update or
uninstall the current patch while logged on as a different
account, the installation or uninstallation fails.
You must log on to the Contact Center Manager Administration server as an

administrator or as a user with administrator privileges before you can perform
the following procedure.

Before installing the Service Update or Service Update Supplement, Nortel

recommends that you verify the patch level currently installed on the server by
launching the Patch Viewer utility. On the server, click Start > All Programs >
Nortel Contact Center > Manager Administration > Patch Viewer. You cannot
install a patch that is older than an update that is already installed. Likewise, you
cannot install a Service Update Supplement unless the applicable Service
Update is installed.
To download and apply the latest Service Update, you must have a program
installed that can open and extract files with the .zip extension (for example,
WinZip).
Applying the latest Service Update or Service Update Supplement

1 Log on to the application server using the Administrator account.
If you have multiple Administrator accounts, note the Administrator account
used here for future reference. You must always use the same
2 In Windows Explorer, browse to the Supplementary SU folder on the
Contact Center Manager installation DVD. Nortel also recommends that
you go to the Web site (www.nortel.com/espl) to check for Service Updates
or Service Update Supplements issued since the release of the DVD.
To register for the ESPL Web site, follow the instructions at
www.nortel.com/register.
3 Download the latest Service Update and save it on the Contact Center
Manager Administration server. Service Updates are packaged as .zip files.
4 Download all of the Service Update Supplements that are associated with
the latest Service Update.
5 Extract the contents of the .zip file to the location of your choice.

6 Double-click the Service Update.msi or Service Update Supplement.msi

file to start the installation. An example of a Service Update file name is
CCMA_6.0_SU_02.msi.
Result: The welcome window appears, listing the Service Update or
Service Update Supplement that you install. A message box asks if you
want to read the readme file.
7 Click Yes to read the file, or No to proceed directly with the installation.
The readme file can contain important information about the update that
you install, such as a list of dependent patches, any pre- or postinstallation
tasks that you may have to perform, or the need to stop any services
manually. Nortel recommends that you read the file before installing the
patch.
If you install an older version of a Service Update or Service Update
Supplement than that which is currently installed on the server, the
installation is halted and a notification window appears. Click Cancel to exit
the installation. If you require the older Service Update, you must manually
uninstall the newer patch, and then run the installation for the older patch
again. For information about uninstalling patches, see “Uninstalling an
update” on page 1607.

8 Click Next.
Result: The Ready to Install dialog box appears.
9 If you install a new Service Update on a server that contains an existing

Service Update and perhaps some Service Update Supplements, the
system removes these patches before installing the new one. The Installed
patches found window appears, listing the current installed patches.
Click Next to remove the patches. When the system removes the patches,
the installation of the new patch proceeds. See step 11.
10 If you have files open that the installation program needs to update, the
Files in Use window appears. You must close the files shown in the
window, and then click Retry to continue with the upgrade.

11 Click Install.
Result: The Installing window appears, showing you the progress of the
installation.
Based on the contents of the patch, sometimes the system automatically

starts and stops services to replace selected files. When the system installs
the patch, the completed window appears.
12 Click Finish.
Result: The patch installation is now complete.
In some cases, the system may notify you that you must restart the Contact
Center Manager Administration server for the update to take effect. Click
Yes to restart the server.
13 Repeat steps 6-12 to install other Service Update Supplements that
correspond to the latest Service Update.
14 After you install all of the latest Service Updates and Service Update
Supplements, close all windows and restart the server.

Step 7. Install required hot fixes for third-party

software
required hot fixes in the Contact Center Manager Administration Hot Fix folder
to ensure that Contact Center Manager Administration functions correctly.
Installing required hot fixes for third-party software

Administrator account to install or uninstall Contact Center Manager
Administration software, SUs, SUSs, or designer fixes and patches.
2 In Windows Explorer, browse to the folder, <install drive>:\
Supplementary SU\ CCMA\ Hot Fixes on the Contact Center Manager
installation DVD.
3 Install all hot fixes in this folder according to the instructions in the Readme
file associated with each hot fix.
Nortel also recommends that you go to www.nortel.com/espl to check for
hot fixes issued since the release of the installation DVD. Hotfixes issued
since the release of the installation DVD are at www.nortel.com/espl in the
folder for the SU or SUS that you install. To register for the ESPL Web site,
follow the instructions listed at www.nortel.com/register.
What is next?
Configure the Contact Center Manager Administration software by following
the postinstallation procedures. For details, see Section C: “Postinstallation on
the primary CCMA server,” on page 127.

Section C: Postinstallation on the

primary CCMA server
In this section
Overview 128
Step 8. Add the server to an existing domain (optional) 129
Step 9. Configure IIS settings for Report Creation Wizard 133
Step 10. Check Internet Information Services settings 137
Step 11. Add the IUSR_SWC account as the anonymous user account 138
Step 12. Complete additional IUSR_SWC tasks for SU04 (optional) 150
Step 13. Configure License Manager Service 156
Step 14. Configure Logon warning message (optional) 160
Step 15. Configure Real-Time Reporting 165
Step 16. Configure Emergency Help 173
Step 18. Configure shared folders for Historical Reporting (optional) 187
Step 19. Configure scripting 217
Step 20. Configure Agent Desktop Display parameters on the server 218
Step 21. Change the iceAdmin user account password (optional) 222
Step 22. Configure language support (other than English) 226
Step 23. Install the XML Automated Assignments feature (optional) 247
Step 24. Copy latest user guides to the CCMA server 250
Step 25. Activate master scripts 252
Step 26. Other postinstallation tasks 258

Overview
This section describes how to complete the following postinstallation tasks:

Add the server to an existing domain
Configure IIS to support the Contact Center Manager Administration
software
Add the IUSR_SWC account as the anonymous user account
Configure the various components of Contact Center Manager
Administration on the server
Configure shared network folders for synchronizing reports
Copy the latest user guides to the Contact Center Manager Administration
server

Step 8. Add the server to an existing domain

(optional)
After you install Contact Center Manager Administration, you can add your
Contact Center Manager Administration server to an existing Windows domain.
If your Contact Center Manager Administration server is already part of an

existing domain or if you do not want to add your server to an existing domain,
you can proceed to Step 9. “Configure IIS settings for Report Creation Wizard”
on page 133.
You must add the server to an existing domain in the following scenarios:
If you install a replicating server, you must add the replicating server to the
domain of the primary server.
If you install a co-resident server that includes a Communication Control
Toolkit server, there are some specific scenarios that require you to add the
Contact Center Manager Administration server to an existing domain. For
further information, see the Communication Control Toolkit Installation
and Maintenance Guide.
For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, see Chapter 16,
“Working with domains and workgroups.”

Adding the server to an existing domain

1 Click Start > Control Panel > System.

2 In the System Properties window, click the Computer Name tab.
3 To add the server to a domain, click Change.

Result: The Computer Name Changes dialog box appears.

In the Computer Name Changes window, you can change the computer
name and its domain or workgroup affiliation.
4 To add the server to an existing domain, select the Domain option button,
and then type the name of the domain (you must provide the fully qualified
domain name of the domain, which includes the prefix and suffix).
5 Click OK.
Result: A dialog box appears asking you for a name and password with
permission to join the domain.
6 In the User name box, type the user name.

7 In the Password box, type the password.
8 Click OK.
Result: After the system processes your change, a window appears
welcoming you to the domain that you specified.
9 Restart the server when prompted to do so.

Step 9. Configure IIS settings for Report

Creation Wizard
The task is required for the Report Creation Wizard component to function.
Configuring IIS settings for Report Creation Wizard

1 Click Start > Administrative Tools > Internet Information Services (IIS)
Manager.
2 When Contact Center Manager Administration is installed as the Default
Web Site or as a Virtual directory, navigate to RCW in the system tree by
clicking the plus (+) sign next to <Computer_Name> (local computer) in
the left pane.
Result: The folder expands.
3 In the left pane, click the plus (+) sign next to Web Sites.
4 In the left pane, click the plus (+) sign next to Default Web Site.

5 Right-click on the RCW folder and click Properties.

Result: The RCW Properties dialog box appears.

6 Click the Create button to create an application

Result: RCW appears in the Application name box.
7 From the Execute Permissions list, select Scripts and Executables.

8 Click Apply to apply the changes.
9 Click OK to close the dialog box.
Result: The main Internet Information Services (IIS) Manager screen
appears.
10 In the left pane, click the plus (+) sign next to <Computer_name> (local
computer).
11 In the left pane, click the plus (+) sign next to Application Pools.

12 Click on DefaultAppPool.
Result: RCW appears as a default Web site in the right pane.
;
13 Close all windows to complete the procedure.

Step 10. Check Internet Information Services

settings
When you install IIS, it is possible that required Web Service Extensions,
ASP.NET v1.1.4322 and ASP.NET v2.0.50727 are set to Prohibited by default.
The status for these settings must be Allow.
Checking Web Service Extensions

Manager.
Result: The Internet Information Services (IIS) Manager appears.
2 In the left pane, navigate to the Web Service Extensions folder.
3 In the right pane, ensure that the status for the following Web Service
Extensions is Allowed:
ASP.NET v1.1.4322
ASP.NET v2.0.50727
4 If the status for either Web Service Extension is Prohibited, select the web
service, and then click Allow.
5 Close the Internet Information Services (IIS) Manager.

Step 11. Add the IUSR_SWC account as the

anonymous user account
You must perform this procedure on Contact Center Manager Administration

servers running Windows Server 2003 after you install Contact Center Manager
Administration. This procedure replaces the anonymous user account in IIS
[IUSR_ComputerName] with a custom user account that is created during
installation of Contact Center Manager Administration [IUSR_SWC].
You need to perform this procedure only once. If you upgrade Contact Center
Manager Administration after you perform this procedure, you need not perform
the procedure again.
This procedure contains two main parts:

You must change the default password for the IUSR_SWC account to a
password of your choice.
Then you must add this user account as the IIS anonymous user account.

Adding the IUSR_SWC account as the anonymous user account for

IIS
1 Click Start > Administrative Tools > Computer Management.
Result: The Computer Management window appears.
2 In the left pane, click the plus sign (+) beside Local Users and Groups.

3 Click the Users folder.

Result: The list of users appears in the right pane.
4 In the right pane, right-click IUSR_SWC, and then select Set Password
from the menu.
Result: A warning box appears.

5 Click Proceed.
Result: The Set Password for IUSR_SWC dialog box appears.
6 In the New password box, type the new password for this account. Note
the password that you type because you require it again in step 21 and if
you complete Step 12. “Complete additional IUSR_SWC tasks for SU04
(optional)” on page 150.
7 In the Confirm password box, retype the new password.
8 Click OK.
Result: A dialog box appears confirming that the password was set.
9 Click OK.
Result: The system changes the password. Proceed with the remaining
steps to add the IUSR_SWC account as the anonymous account in IIS.
Manager.
Result: The Internet Information Services (IIS) Manager window appears.

11 In the left pane, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
12 In the left pane, click the plus sign (+) beside the Web Sites folder.

13 Right-click Default Web Site, and then select Properties from the menu.
Result: The Default Web Site Properties dialog box appears.

14 Click the Directory Security tab.

Result: The Directory Security page appears.

15 Under the Authentication and access control heading, click Edit.

Result: The Authentication Methods dialog box appears.
16 Click Browse.
Result: The Select User dialog box appears.

17 Click Advanced.
Result: The Select User dialog box expands.

18 Click Find Now.

Result: The list of all the user accounts configured on the server appears.

19 From the list of user accounts, select the IUSR_SWC account, and then
click OK.
Result: The Select User dialog box reappears with the IUSR_SWC
account listed at the lower portion of the window.
20 Click OK.
Result: The Authentication Methods dialog box reappears, with the
IUSR-SWC user account shown, except now the Password box is empty.
21 In the Password box, type the same password that you typed in step 6.

22 Click OK.
Result: The Confirm Password dialog box appears.
23 Type the password again, and then click OK.
Result: The system changes the password. The IUSR_SWC account is
now used for anonymous access in IIS. The Default Website Properties
window reappears.
24 Click OK to save your changes.
25 Close all windows.
26 To complete the procedure, run iisreset. Click Start > Run.
27 In the Open box, type iisreset.
28 Click OK.

Step 12. Complete additional IUSR_SWC tasks

for SU04 (optional)
If you installed SU04, you must complete the following tasks. If you installed a
version earlier than SU04, proceed to Step 13. “Configure License Manager
Service” on page 156.
Adding the IUSR_SWC user to the ISS_WPG group


2 In the left pane, navigate to System Tools > Local Users and Groups >
Users.
Result: The list of users appear in the right pane.
3 In the right pane, right-click IUSR_SWC, and then select Properties from
the resulting menu.
Result: The IUSR_SWC Properties dialog box appears.

4 Select the Member Of tab.

Result: The Member Of page appears.
5 Click Add.
Result: The Select Groups dialog box appears.
6 In the Enter the object names to select box, type IIS_WPG.

7 Click OK.
Result: The IIS_WPG group appears in the list on the Member Of page of
the IUS_SWC properties dialog box.

8 Click Apply.
9 Click OK.
Result: The IUSR_SWC Properties dialog box closes.
10 Proceed to the next procedure to reset the NT_WebServicesPool to run
under the IUSR_SWC user.
Resetting the NT_WebServicesPool to run under the IUSR_SWC user

Manager.
2 In the left pane, expand the Application Pools folder.
3 Right-click NT_webServicesPool, and then select Properties from the
resulting menu.
Result: The NT_WebServicesPool Properties dialog box appears.
4 Click the Identity tab.
Result: The Identity page appears.
5 Select the Configurable option.

6 Click Browse.
7 In the Enter the object names to select box, type IUSR_SWC.

8 Click OK.
Result: The IUSR_SWC user appears in the User name box on the Identity
page.
9 In the Password box, type the IUSR_SWC password. This is the same
password that you entered in step 6 of Step 11. “Add the IUSR_SWC
account as the anonymous user account” on page 138.
Note that if you enter an incorrect password, when you launch Contact
Center Manager Administration, the following error appears on the logon
page:
“A CCMA web service failed to execute as the CCMA Server has not been
configured correctly.
Please follow the web services configuration guidelines outlined in the
CCMA Installation & Maintenance Guide or CCMA SU04 Readme.”
10 Click Apply.
11 Click OK.
Result: The NT_WebServicesPool Properties dialog box closes.
13 Proceed to the next procedure to assign the IUSR_SWC user Read Access
to the Windows\Temp folder.

Assigning the IUSR_SWC user Read Access to the Windows\Temp

folder
1 Navigate to C:\WINDOWS\Temp.
2 Right-click the Temp folder, and then select Properties from the resulting
menu.
Result: The Temp Properties dialog box appears.
3 Select the Security tab.
Result: The Security page appears.
4 In the Group or user names list, highlight IUSR_SWC.
5 In the Permissions for IUSR_SWC list, select the Allow check box for
Read.
6 Click OK.
7 Proceed to the next procedure to reset IIS.
Restarting IIS
1 Click Start > Run.
3 Click OK.

Step 13. Configure License Manager Service
Use the License Manager Service – Configuration Setup utility:

to set up the registry entries required to communicate with the License
Manager Server that is installed on Contact Center Manager Server
to log the debug trace for the License Manager Service events
On a stand-alone server, you must configure the License Manager Service after
you install Contact Center Manager Administration for the Report Creation
Wizard component to function.
For a co-resident Contact Center Manager Administration server, the License

Manager Server Information (IP address/port number) data entry fields are read-
only. It is assumed that for a co-resident environment, the IP address and port
number are already available and set up by the Contact Center Manager Server
installation procedure.
Configuring the License Manager Service

To cancel changes that you make during this procedure, click Cancel.
1 Click Start > All Programs > Nortel Contact Center > Manager
Administration > Configuration.
Result: The Nortel Networks Applications Configuration window appears.
2 In the left pane, navigate to the LM Service Configuration folder by
clicking the (+) sign next to the Nortel Networks folder and the (+) sign
next to the Applications folder.

3 In the left pane, click the LM Service Configuration folder.

Result: The LM Service Configuration window appears.

4 In the right pane, click the LM Service Configuration icon.

Result: The LM Service – Configuration Setup dialog box appears.
5 In the Primary Server’s IP Address boxes, type the Primary LM Server IP

address.
6 In the Primary Server’s Port box, type the Primary LM Server port
number.
For a co-resident Contact Center Manager Administration server, the IP
address and port number boxes are read-only.
7 In the Standby Server’s IP Address boxes, type the Standby LM Server
IP address (optional, if available).
8 In the Standby Server’s Port box, type the Standby LM Server port
number (optional, if available).
The LM Service log file (LMService.log) location is displayed. It is in the
install directory of the CCMA application server as follows: Drive:\Program
Files\Nortel Networks\WClient\Nortel_Log\.

9 From the LM Service Log Level list, select one of the following options:
No logging—No events are logged to LMService.log. However, if errors
or warning are received during the course of LMService operation, the
event is written to the LMService.log.
Errors only—Only errors and warning events are logged to the
LMService.log file.
Debug—All events including informational messages are logged to the
LMService.log file.
10 If you select Errors only or Debug, in the LM Service Log size box, type
the log file size.
Note: Default is 1 MB.
11 Click OK to submit the information.
Result: The Configuration Completed dialog box appears.
12 Click OK.
Result: A dialog box appears, prompting you to restart the License
Manager Service.
13 Click Yes to restart the License Manager Service.

Result: A message box appears telling you that the License Manager
Service restarted.
14 Click OK.

Step 14. Configure Logon warning message

(optional)
You can customize a warning message that appears when users attempt to log on
to the Contact Center Manager Administration server. By default, this feature is
enabled in the Contact Center Manager Administration software; however, a
message is not visible unless you configure your message title and text in the
Local Security Policy tool of Windows Server 2003.
If you have a domain security policy in place with a logon warning message
configured, you cannot change the logon warning message using this procedure.
In this case, you need to contact your Administrator to change the logon warning
message.
If you do not want to configure a logon warning message, proceed to Step

15. “Configure Real-Time Reporting” on page 165.
Configuring your logon warning message title and text

1 Click Start > Control Panel > Administrative Tools > Local Security
Policy.
Result: The Local Security Settings window appears.
2 In the left pane, click the plus (+) sign next to Local Policies.

3 In the left pane, click the folder Security Options.

Result: The Security Options appear in the right pane.
4 In the list of Security Options, right-click the Security Option Interactive

logon: Message title for users attempting to log on.
5 Select Properties from the menu.
Result: The Interactive Logon dialog box appears.
6 In the Interactive logon box, type your message title.

7 Click Apply.
8 Click OK.
Result: Your warning message title appears in the Security Setting column
of the list of Security Options.


logon: Message text for users attempting to log on.
11 In the Interactive logon box, type your warning message.

12 Click Apply.
13 Click OK.
Result: Your warning message appears in the Security Setting column of
the Local Security Settings window.

Enabling the logon warning message

2 In the right pane, click the Change Login Warning Settings icon.
Result: The Login Warning Properties dialog box appears.

3 Ensure that the Use Login Warning Message check box is selected. The
message displayed is shown in the text box as read-only.
For the message to appear, you must configure both the title and the text in
the Security Policy tool. For information, see “Configuring your logon
warning message title and text,” on page 160.
4 Click OK.
The Use Login Warning Message setting is server-specific. If the Contact Center
Manager Server is part of a networked contact center, you must configure this
setting on each Contact Center Manager Administration server.

Step 15. Configure Real-Time Reporting
For the Contact Center Manager Administration Real-Time Reporting

component to function properly, you must configure the following IP multicast
addresses:
Contact Center Manager Administration server receiving IP multicast
address—This is the address Contact Center Manager Administration uses
to receive multicast data from Contact Center Manager Server; it is the
same as the IP multicast address on Contact Center Manager Server.
Contact Center Manager Administration server sending IP multicast
to send multicast data.
The Contact Center Manager Administration server sending and receiving IP

multicast addresses must be different.
The Contact Center Manager Administration server constantly monitors its

receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.
The IP multicast address that the server in Contact Center Manager Server uses
to send data must be configured on Contact Center Manager Server. This
address is listed in the IP Multicast Group box. For information, see the Contact
Center Manager Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission

After you configure the multicast addresses, you can choose the method by
which you want to receive real-time data on the client PCs: multicast, unicast, or
a combination of both multicast and unicast. Then, when a user launches the
real-time displays, and while the system is retrieving data, an icon appears on
the display, identifying whether the Contact Center Manager Administration
server supports multicast clients, unicast clients, or both multicast and unicast
clients. For more information about these icons, see “Determining the
transmission method that is enabled on the CCMA server,” on page 1894.

The unicast communication option applies only between the Contact Center
Manager Administration server and the client PCs. Because the Contact Center
Manager Administration server receives all the raw data from each server in
Contact Center Manager Server through multicast channels, this network
segment must always be multicast-enabled.
In certain circumstances, not all segments of a network are multicast-enabled

(for example, when the network equipment cannot support multicast, or when
the client PCs are at remote locations and connect over WAN or dial-up links
that do not support multicast). The unicast option can be used to provide users
located in the non-multicast sections with real-time data.
If you choose, at a later date, to multicast-enable your entire network, you may
do so without upgrading Contact Center Manager Administration.
Multicast data transmission

This form of data transmission provides multipoint communication by
simultaneously delivering information from one sender (the Contact Center
Manager Administration server) to multiple receivers (client PCs) that receive
the information. The greatest advantage of IP multicasting is its ability to
transmit information to many recipients in a way that minimizes both the
bandwidth required to communicate across networks, and the resources required
by the sender to carry out the transmission.
With this type of data transmission, users can view nodal real-time displays,
network-consolidated real-time displays, Agent Desktop Display, and
Emergency Help notifications on the client PCs.
Unicast data transmission

Unicast data transmission requires that each client receive its own copy of the
data; therefore, a unicast configuration uses more network bandwidth than a
multicast configuration. In unicast, the data packets are duplicated on the
network, whereas in a multicast environment, each packet is sent only once.
Real-time displays viewed on one client PC that use the same data stream share
a single connection to the Contact Center Manager Administration server (for
example, a standard agent display and a private agent display both use the agent
moving window stream and can share a single unicast connection). Therefore,
for n client displays of different statistical types, there are n separate data
streams in operation, which introduces additional traffic on the network.

If a client opens a collection display (six displays in one screen), several unicast
channels are opened from the Contact Center Manager Administration server to
the client computer, one for each statistic type in the collection.
With unicast data transmission, users can view:

nodal real-time displays only if there is a Contact Center Manager
Administration server located at each Contact Center Manager Server node
in the network
both nodal and network-consolidated real-time displays if the network
between the Contact Center Manager Administration server and each
server in Contact Center Manager Server is multicast-enabled
Agent Desktop Display and Emergency Help notifications are not available on
client PCs that receive unicast data only.
Configuring Real-Time Reporting

If you configure a replicating server, you must ensure that the Real-Time
Reporting Configuration settings on the replicating server match the Real-Time
Reporting Configuration settings on the primary server.

2 In the left pane, under Applications, click Real-time Reporting.
3 In the right pane, click the RTR Registry Settings icon.

Result: The RTR Properties dialog box appears.
4 In the IP Receive Address and IP Send Address boxes, type the correct
address information.

The IP multicast addresses that you select for RSM sending and receiving
must be within the 224.0.1.0 and 239.255.255.255 range. Check with your
network administrator for acceptable IP multicast addresses for your
specific network.
The IP Receive address in Contact Center Manager Administration must be
the same as the multicast IP address in Contact Center Manager Server.
The IP Send Address in Contact Center Manager Administration must be
different from the IP Receive address in Contact Center Manager
Administration.
The IP Send address in Contact Center Manager Administration cannot be
the same as any other IP Send address for any other Contact Center
Manager Administration server in the network.
ATTENTION If the server in Contact Center Manager Server is part of

a networked contact center, all servers in Contact Center
Manager Server within the network must have the same
multicast IP address. The IP Receive address for Contact
Center Manager Administration must match the common
multicast IP addresses of the servers in Contact Center
Manager Server (the address used to send multicast
data).
5 Accept the default values in the Output Rate box (5000) and the
Transform Rate box (1000). You can adjust the default values; however,
reducing the Output Rate value and the Transform Rate value increases
the workload on the Contact Center Manager Administration server.
The fastest rate at which multicast data from Contact Center Manager
Server reaches the end user in Contact Center Manager Administration is
equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Contact Center Manager
Server to the Contact Center Manager Administration server (For more
information about Multicast Rates, see the Nortel Contact Center 6.0
Planning and Engineering Guide.)
the Output Rate at which the Contact Center Manager Administration
server sends data to client PCs
the Transform Rate at which the Contact Center Manager
Administration server processes data

For example, If the Contact Center Manager Server Multicast Rate is

set to 2 seconds, the Contact Center Manager Administration server
Transform Rate is set to 1 second, and the Contact Center Manager
Administration server Output Rate is 7 seconds, then the data on the
client PC does not refresh faster than every 7 seconds, regardless of
the refresh rate that the user has chosen in Real-Time Reporting.
To decrease the length of time required for real-time statistics to reach
client PCs, you can decrease the Output Rate and Transform Rate
values; however, this impacts performance on the Contact Center
Manager Administration server. Notify users of the Real-Time Reporting
component of these rates so they can adjust the refresh rate
accordingly. For more information about adjusting rates and assessing
performance, see the Contact Center Manager CapTool User’s Guide.
6 Accept the default value in the OAM Timeout box (10000).
ATTENTION You may need to increase the OAM Timeout value if the
following situations occur:
You cannot see any partition elements in the right
pane when creating or viewing a partition in Access
and Partition Management. This can occur when there
is a large amount of data stored on Contact Center
Manager Server and the network is slow.
Your contact center has a large numbers of agents or
skillsets. In this case, it may not be possible to return
a large list of agents or skillsets when viewing a report
using the Historical Reporting component.
If you increase the OAM Timeout value, this provides
more time for the partition elements to be collected on a
per-server basis. Nortel recommends that you increase
this value in increments of 10 000 (milliseconds).
7 Nortel recommends that you leave the Compress Realtime Data Packets
check box selected, which is the default setting. If you clear this check box,
you disable real-time data packet compression.
8 In the Transmission Options area, if your network supports multicast
traffic, select the Multicast option and proceed to step 11. Nortel
recommends this option.
OR

If you do not want any multicast traffic on your network, select the Unicast
option and proceed to step 9.
OR
To support both transmission types, select the Multicast and Unicast
Result: If you select either Unicast or Multicast and Unicast, the
Maximum Unicast Sessions area appears at the lower section of the
window.
9 In the Maximum Unicast Sessions box, type the maximum number of

simultaneous unicast sessions that you want the server to allow.
The value that you type in this box is used to limit the number of client
sessions and, as a result, the network bandwidth usage. Because each
open display adds CPU load on the Contact Center Manager
Administration server, and adds to the overall bandwidth usage on the
network, you must limit the number of client sessions by typing the number
in this box. After this limit is reached, no further unicast real-time
connections are accepted until one of the existing streams is closed. An

error message is logged on the Contact Center Manager Administration

server to indicate the limit was reached, and a message appears on the
client indicating that the connection is not allowed. For information about
entering the appropriate value, see the Contact Center Manager
10 Select the Restart Real Time Reporting Service check box.
11 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service successfully restarts.
ATTENTION
Nortel recommends that you note your Real-Time
Reporting Configuration settings whenever these settings
are changed (for example, after installing or upgrading
Contact Center Manager Administration). If you need to
restore your Contact Center Manager Administration data,
you need to reconfigure these settings manually.

Step 16. Configure Emergency Help
The Emergency Help component functions only if you use the multicast
communication method from the Contact Center Manager Administration server
to the client PC.
If you configure a replicating server, you must ensure that the Emergency Help
Configuration settings on the replicating server match the Emergency Help
Configuration settings on the primary server.
Configuring Emergency Help

Result: The Nortel Applications Configuration window appears.
2 In the left pane, navigate to the Emergency Help folder by clicking the (+)
sign next to the Nortel Networks folder and the (+) sign next to the
Applications folder.
3 In the left pane, click the Emergency Help folder.
Result: The Emergency Help Configuration window appears.

4 Click the Emergency Help Registry Settings icon.

Result: The Emergency Help Properties dialog box appears.
5 In the IP Send Address box, type the IP address to which the Contact
Center Manager Administration server sends Emergency Help information.
This IP Send address can be the same as or different from the IP address
that the Contact Center Manager Administration server uses to send Real-
Time Reporting and Agent Desktop Display data to client PCs. See the
checklist in Step 2. “Install your remote support access tool” on page 67 to
verify the IP Send address that you chose for the Contact Center Manager
Administration server to send Emergency Help data to client PCs (item 16
of the worksheet).
6 Click the Restart Emergency Help Service check box.
7 Click OK.
Result: The system restarts Emergency Help.
ATTENTION
Nortel recommends that you note your Emergency Help
Configuration settings whenever these settings are changed
(for example, after you install or upgrade Contact Center
Manager Administration). If you need to restore your
Contact Center Manager Administration data, you need to
reconfigure these settings manually.

Step 17. Configure SMTP and printers for

Historical Reporting (optional)
This step documents the procedures for the following tasks:

1. Configuring SMTP for Historical Reporting—This task is required to send
an e-mail notification to report recipients when the Historical Report
component generates a scheduled report.
2. Configuring printers for Historical Reporting—This task is required to print
scheduled historical reports to a network printer.
Configuring SMTP for Historical Reporting

When the Historical Reporting component generates a scheduled report, it can
send an e-mail notification to report recipients. To ensure that Historical
Reporting sends an e-mail to the appropriate individual when a report is ready,
you must install and configure an SMTP server on the Contact Center Manager
To use SMTP, you must install Internet Information Services (IIS) and
Microsoft Active Directory Application Mode on the Contact Center Manager
Verifying that an SMTP server is installed

Manager.
2 In the left pane, click the plus sign (+) beside <Computer_Name> (Local
computer).
Result: If one of the branches that appears on the Contact Center Manager
Administration server tree is Default SMTP Virtual Server, an SMTP server
is installed.
After you verify that SMTP is installed, you can configure the SMTP server to
send e-mail notifications from Historical Reporting.

If an SMTP server is not installed, consult the Nortel Contact Center Manager
Administration Technical Requirements and Operating System Configuration
Guide for the procedures to install an SMTP server.
Configuring the SMTP server

To configure the SMTP server, you must provide a domain name and a host
name to indicate where Contact Center Manager Administration sends e-mail
notifications.
1 Click Start > Control Panel > Administrative Tools > Internet
Information Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears,
displaying the domain tree in the left pane.
computer).
3 Right-click the Default SMTP Virtual Server branch, and then select
Properties from the menu.
Result: The Default SMTP Virtual Server Properties dialog box appears.

4 Click the Delivery tab.

Result: The Delivery page appears.
5 Click Advanced.
Result: The Advanced Delivery dialog box appears.

6 In the Fully qualified domain name box, type the domain name of the
Contact Center Manager Administration server:
<computername>.<domain name>.com
Example: pcbox123.softwarehouse.com
Domain names can include alphanumeric characters only, including
hyphens (-) and periods (.) and cannot include underscores (_).
7 Click Check DNS to validate the name of the Domain Name Service
(DNS), and then click OK.
8 In the Smart host box, type the host name of the Microsoft Exchange
server.
The smart host name must be the name of a valid mail server. Check the
properties of your Microsoft exchange server to find the Smart Host name,
or contact your System Administrator.
9 Select the Attempt direct delivery before sending to smart host check
box.
10 Select the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery dialog box.
12 Click the Access tab.
13 Click Authentication.
14 Ensure that the Basic authentication check box is cleared.
15 Ensure that the Anonymous Access check box is selected.
16 Click OK to close the Authentication dialog box.
17 Click Connection.
Result: The Connection window appears.
18 Click All except the list below.
19 Click OK.
20 To track commands that are sent over the network from SMTP client PCs
to the SMTP virtual server, perform the following steps:
a. Click the General tab.
b. Select the Enable logging check box.

c. Select a format from the Active log format.

21 Click the Messages tab.
22 Ensure that all check boxes are selected.
23 In the Send copy of Non-Delivery Report to box, type the e-mail address
of the person who monitors the Non-Delivery report.
24 Click OK to close the Default SMTP Virtual Server Properties window.
Configuring printers for Historical Reporting

When you schedule Contact Center Manager Administration to generate
historical reports, you must configure a printer to print the scheduled historical
reports.
Before you set up default printers, you must:

have a network printer configured in your organization
know the computer name of the server to which the printer is attached
know the administrator password for this server
know the share name of the printer
To configure printers to print scheduled historical reports, you can perform one
of the following options:
Option 1—Configure the CCMA server to point to a network printer
Option 2—Configure a default network printer that uses the Contact Center
Manager Administration server as the print server
Option 3—Configure a network shared printer connected to a print server other

than the Contact Center Manager Administration server
Procedures for each of these options are documented in this section. Choose the
option that is most appropriate for your organization.

You can set up as many printers as your operating system supports. However,
only five scheduled reports are processed simultaneously. The remaining
scheduled reports wait in queue and get processed on first-in, first-out basis.
This is done to provide higher priority to the ad hoc reports. You can use any of
these printers to print reports and scripts, provided that they are configured
according to one of the following procedures.
Option 1: Configuring a network printer on the CCMA server

In this procedure, you configure a network printer on the Contact Center
Manager Administration server so you can print ad hoc and scheduled historical
reports and scripts to a network printer. To do this, you must configure an LPT
port on the Contact Center Manager Administration server to use the network
printer; and then add a local printer on this same LPT port on the Contact Center
Manager Administration server.
Administrator.
3 In the Open box, type cmd to open an MS-DOS prompt.
4 At the prompt, type net use <port> [\\<print server name>\<printer share
name>] / USER:<print server name>\Administrator /PERSISTENT:YES
For example, if the port is LPT1, the print server name is printserv, the
printer share name is HPLaser4, type net use lpt1 [\\printserv\HPLaser4] /
USER:printserv\Administrator /PERSISTENT:YES
The printer share name is case-sensitive.
5 Press Enter.
Result: A message appears, telling you that the password for the printer is
invalid, and asking you to type the password.
6 At the prompt, type the administrator password for the server to which the
printer is attached.
7 Press Enter.
Result: If you enter the correct values, the following message appears:
“The command completed successfully.”

8 On the Contact Center Manager Administration server, set up a local

printer for the same LPT port used in the preceding steps. (In this example,
LPT1 is used.) Click Start > Printers and Faxes.
Result: The Printers and Faxes window appears.
9 Double-click the Add Printer icon.
Result: The Add Printer window appears.
10 Click Next.
Result: The Local or Network Printer window appears.
11 Accept the default so that Local Printer is selected.
12 Clear the Automatically detect and install my Plug and Play printer
check box.
13 Click Next.
Result: The Select the Printer Port window appears.
14 Click Use the following port, and then, from the list of ports, select the
port you typed in step 4.
15 Click Next.
Result: The Add Printer Wizard window appears.
16 In the Manufacturer and Printers boxes, select the appropriate
information for your printer.
17 Click Next.
Result: The Use Existing Driver window appears.
18 Choose the appropriate option in the Do you want to keep the existing
driver or use the new one? dialog box.
19 Click Next.
Result: The Name Your Printer window appears.
20 In the Printer name box, type the name of your printer.
21 Under the question, Do you want to use this printer as the default
printer?, click Yes.
22 Click Next.
Result: The Printer Sharing window appears.

23 Click Do not share this printer, and then click Next.

Result: The Print Test Page window appears.
24 Click No, and then click Next.
Result: The Completing the Add Printer Wizard window appears.
25 Click Finish.
Result: The network printer is now configured as the default printer on the
Every time you need to reboot the Contact Center Manager Administration
server, the system prompts you to reconnect the share connection to this
network printer. At the prompt, type the administrator password for the
server on which the printer is configured (the same password you typed in
step 5).
Deleting the connection to the default network printer

If you no longer need to print reports or scripts to the default network printer,
you can delete the shared LPT port used for this connection on the Contact
1 To verify which LPT port is used for the default network printer connection,
while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.
3 At the prompt, type net use, and then press Enter.
Result: The system lists the shared resources on the server.
4 From the list of shared resources, locate the LPT port used for the default
network printer connection.
5 To delete the share connection for this port, at the MS-DOS prompt, type
net use <port name> /delete where <port name> is the port used for the
default network printer connection (for example, if your port is LPT1, type
net use lpt1 /delete).
6 Press Enter.
Result: The following message appears: “<port name> was deleted
successfully.”

Option 2: Configuring a default network printer that uses the

Contact Center Manager Administration server as the print server
The following procedure outlines how to set up a network printer that uses the
Contact Center Manager Administration server as the print server.
If you require additional information about adding printers, contact Microsoft or

your network administrator, or consult your Microsoft documentation. The
procedure that you need to use depends on the network configuration of your
contact center. Consult your Microsoft documentation or the online Help in
Windows Server 2003 for proper printer setup and configuration.
The following procedure is valid for network printers that have a standard
TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card.
1 Click Start > Printers and Faxes.
Result: The Welcome to the Add Printer Wizard window appears.
3 Click Next.
4 Select the Local printer attached to this computer option.
check box.
6 Click Next.
Result: The Select a Printer Port window appears.
7 Select the Create a new port option.
8 From the Type of port list, select Standard TCP/IP Port.
9 Click Next.
Result: The Welcome to the Add Standard TCP/IP Port Wizard window
appears.
10 Click Next.
Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard
window appears.

11 Click Next.
Result: The Add Port window appears.
12 In the Printer Name or IP address box, type the printer IP address.
Result: The system populates the Port Name box with the appropriate port
name.
13 Click Next.
Result: The Completing the Add Standard TCP/IP Printer Port Wizard
window appears.
14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
15 In the Manufacturer and Printer boxes, select the appropriate information
for your printer.
16 Click Next.
17 Type the printer name (or accept the default name shown), and then click
Next.
18 Accept the default with Share name selected.
19 Click Next.
Result: The Location and Comment window appears.
20 Type information in the Location box and Comment box (optional).
21 Click Next.
22 Click Yes to print a test page.
23 Click Finish.

Option 3: Setting up a network shared printer connected to a print

server other than the Contact Center Manager Administration
server
The following procedure describes how to set up a default network printer that is
connected to a print server other than the Contact Center Manager
Administration server (for example, a UNIX server).
If the print server is a UNIX computer, you must select an LPR port when you
configure the printer on the Contact Center Manager Administration server. If
the LPR port is not among the options listed in the Add Printer wizard, you must
first install Print Services for UNIX on the Contact Center Manager
Administration server. You can install this utility from the Windows Server
2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/
Remove Windows Components > Other Network File and Print Services. Click
Details, and in the resulting dialog box, select Print Services for Unix. Click OK
to install the utility. When the installation is complete, proceed with adding the
default printer.
3 Click Next.
4 Select the Local printer attached to this computer option.
check box.
6 Click Next.
7 Select the Create a new port option.
8 From the Type list, select LPR port.
9 Click Next.
Result: The Add LPR Compatible Printer window appears.
10 In the Name or address of server providing lpd box, type the Domain
Name Service (DNS) name or IP address of the print server.

11 In the Name of printer or print queue on that server box, type the name
of the printer as it is identified by the host, which is either the direct-connect
printer or the UNIX computer.
12 Click OK to close the window and return to the wizard.
13 Follow the remaining prompts in the wizard to finish installing the printer.

Step 18. Configure shared folders for

This step documents procedures for the following tasks:

1. Create a shared folder for exporting scheduled reports—To create a shared
folder on the Contact Center Manager Administration server or the client
PC so that multiple users can access scheduled reports from the same
folder, complete this task.
2. Configure a shared network folder for synchronizing reports—To
synchronize imported reports to automatically update with changes to the
original reports on the network computer, complete this task.
Creating a shared folder for exporting scheduled reports

If you want multiple users to access scheduled reports from the same folder, you
must create a shared folder for exporting scheduled report export files.
To create a shared folder, you can perform one of the following two options:
Option 1—Create a shared folder on the Contact Center Manager
Administration server for exporting scheduled reports.
Option 2—Create a shared folder on the client PC for exporting scheduled
reports.
Option 1: To create a shared folder on the Contact Center Manager

Administration server for exporting scheduled reports
To create a shared target folder on the Contact Center Manager Administration
server, you must grant change and read permissions to the scheduled report
account. For example, iceAdmin account or the domain account. Alternatively,
you can grant change and read permissions to the Everyone group.

Granting change and read permissions to the scheduled report account (that is
iceAdmin or domain account) only provides a higher level of security. However,
granting change and read permissions to the Everyone group provides more
flexibility because Contact Center Manager Administration users can download
exported report output files from the shared folder without special permissions.
Choose the option that is most appropriate for the security policy of your
organization.
1. To create a shared target folder with change and read permissions to the
scheduled report account (that is, iceAdmin or domain account), complete
the following steps:
Create a folder on the Contact Center Manager Administration server
that stores the exported scheduled report file from scheduled reports.
Grant change/read permissions to the scheduled report account (that is,
iceAdmin or domain account) on the folder
2. To create a shared folder with change and read permissions to Everyone
account on the Contact Center Manager Administration server, follow these
steps:
Right-click on the target folder and grant change/read permissions to
Everyone.
For example, to export scheduled report files to the Contact Center Manager
Administration server, in the Output box on the Report Properties window, type
the path to the shared folder where the report is sent. The path must have the
format \\<Contact Center Manager Administration server name>\<shared folder
name>\<file name>, without the file extension. That is, if the Contact Center
Manager Administration server computer name is appsrvr, the shared folder
name is reports, and you decide to call the report agent, you type
\\appsrvr\reports\agent in the Output box.
Scheduled reports use the local administrator account named iceAdmin or the
domain account set up by the administrator in the iceAdmin Password Change
Utility to run, print and export the scheduled report.

The reports are exported locally to the shared folder on the Contact Center
Manager Administration server. Contact Center Manager Administration users
require read permission on the Contact Center Manager Administration's shared
folder to copy the exported report files to their desktops/client PCs.
To enable users to access the saved report file, you must grant each user
read/delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read/
delete access for each applicable user). For details about configuring user access
privileges, see the Microsoft Windows Server 2003 documentation.
Option 2: To create a shared folder on a client PC for exporting

scheduled report export files
The following table summarizes the required setup for exporting scheduled
reports to a client PC.
Contact Center Scheduled Report

Manager Account (using
Administration Server iceAdmin Password Steps required to export
Configuration Change Utility) scheduled report to client PC
1 CCMA on a workgroup iceAdmin 1 Create a local iceAdmin

OR account on the destination PC
with the same password as on the
CCMA on a network CCMA server.
domain
2 Grant Change and Read
permissions to the iceAdmin
account on the export folder on
the destination client PC.
2 CCMA on a network Domain account 1 The destination client PC must
domain (that is, the CCMA be on the same domain as the
server is set up for CCMA server.
Domain account for 2 Grant Change and Read
Scheduled Reports) permissions to the CCMA
scheduled report domain account
on the export folder of the
destination PC.

You can export scheduled reports to client PCs that are only within the same
domain as the Contact Center Manager Administration server.
To export scheduled reports to the client PC, you must first create a shared
folder on the client PC, and grant change and read permissions to the scheduled
reports account group (that is, iceAdmin or the domain account set up by the
administrator using the iceAdmin Password Change Utility).
iceAdmin account, complete the following steps:
Click Administrative Tools > Computer Management > Local Users and
Groups > Users.
Create a new user iceAdmin with the same password as on Contact
Center Manager Administration server
Create a folder on the client PC that stores the exported scheduled report
file from the Contact Center Manager Administration scheduled reports.
Grant change/read permissions to the local iceAdmin account on the
folder
If you change the iceAdmin password on the Contact Center Manager
Administration server, the password must match the iceAdmin password on
the client PC.
2. To create a shared folder with change and read permissions to the
scheduled reports domain account on the client PC, complete the following
steps:
Right-click on the shared folder and grant change and read permissions
to the scheduled reports domain account on the client PC.
This option does not work when the client PC is outside the domain of the
Contact Center Manager Administration server. In this scenario, you must add
the client PC to the network domain of the Contact Center Manager

To export scheduled report files to a client PC, in the Output box on the Report
Properties window, type the path to the shared folder to which the report is sent.
The path must have the format \\<client PC computer name>\<shared folder
name>\<file name>, without the file extension. Alternatively, you can use the
Browse button to select your shared folder for export file.
For example, if you export the Agent Performance report to a shared folder on
the client PC, where:
the client PC computer name is clientpc
the shared folder name is reports
and the report name is agent
Then, in the Output box, type \\clientpc\reports\agent.
For information about configuring user access privileges, see the Microsoft
Windows Server 2003 documentation. If you require more information about
creating and mapping folders, see your Microsoft documentation.
Configuring a shared network folder for synchronizing reports

When you create a report on a computer in your network and import it into
Contact Center Manager Administration with the template importing wizard, a
copy of the report is stored on the Contact Center Manager Administration
server. When you schedule or run this report, you need not have access to the
original report template because the imported copy is run from the Contact
However, if you make changes to the original report on the network computer
after you import it into Contact Center Manager Administration, these changes
are not reflected in the imported report unless you select Synchronize report
template from the network drive in the template importing wizard. If you select
this value when you import the report, when you subsequently run the imported
report in Contact Center Manager Administration (either ad hoc or scheduled),
the system checks the network folder in which the original report is stored to
check for changes to the report. If there are changes to the original report, the
system synchronizes these changes with the imported report before running it.
This process is automatic and invisible to the user.

If you make changes to several original reports after you import them into
Contact Center Manager Administration, you can manually synchronize the
changes with the imported reports all at once by using the Synchronize User
Imported Report Templates window in Contact Center Manager Administration.
In this window, when you click Submit, the system synchronizes the changes
that you made to all original reports stored in shared folders on a client PC with
the copies stored on the Contact Center Manager Administration server.
However, because this may be a lengthy process (based on the number of
reports), and to avoid corrupting any existing reports, Nortel recommends that
you do so only when no reports are running (either ad hoc or scheduled).
Before you can use the report synchronization feature, you must set up the
shared folder on the client PC with the appropriate access privileges according
to your organization security policy.
ATTENTION
When the Contact Center Manager Administration server
is part of a network domain, if the iceAdmin account does
not have access to the network directory and you
schedule a user-imported report to run, the system does
not synchronize the user-imported reports. To
synchronize the affected user imported reports, see the
Contact Center Manager Administration online Help or
run the report ad hoc whenever the original report
template is modified on the source network location.
Options to configure a shared network folder for synchronizing

imported reports
The procedure to set up the shared network folder varies based on the current
configuration of the Contact Center Manager Administration server and the
security guidelines of your organization. Choose the most appropriate procedure
from the following list:
Contact Center Manager Administration server is part of a
workgroup—If your server is part of a workgroup, the client PC must also
be a member of the same workgroup or be a part of the Contact Center
Manager Administration server network domain. For information, see
“Creating a shared network folder (Contact Center Manager Administration
server part of a workgroup)” on page 193.

Contact Center Manager Administration server is a member of a

network domain—If your server is part of a network domain, the client PC
must also be a member of the same network domain. Additionally, the
directory security account of the server default Web site must be set to the
network domain account. For information, see “Setting the directory
security account of the server default Web site to the network domain
account” on page 202. After you set the directory security account of the
server default Web site to the network domain account, you can proceed to
server member of network domain)” on page 202.
Creating a shared network folder (Contact Center Manager

Administration server part of a workgroup)
To share a folder, you can:
share the folder with read permissions for the Everyone account and enable
Guest account on the client PC. For information, see “Option 1: Sharing the
folder with read permissions for the Everyone account and enable Guest
account on the client PC” on page 193.
share the folder with read permissions for the IUSR_SWC and iceAdmin
accounts (these accounts are used by the Contact Center Manager
Administration server). For information, see “Option 2: Sharing the folder
with read permissions for the IUSR_SWC and iceAdmin accounts (Contact
Center Manager Administration server uses these accounts)” on page 197.
Choose the option that best suits your company security policy.
Option 1: Sharing the folder with read permissions for the Everyone
account and enable Guest account on the client PC
1 On the client PC, create a folder to store your user-created report
templates.
2 On the client PC, open Windows Explorer.

3 Right-click the folder that you created in step 1, and then select Properties.
Result: The <folder name> Properties dialog box appears.

4 Click the Sharing tab.

Result: The Sharing page appears.
5 Select the Share this folder option.

6 Click Permissions.
Result: The Permissions dialog box appears.
7 Select Everyone.
8 Select the Allow check box for Read. Ensure that no other check boxes
are selected.
9 Click Apply.
10 Click OK.
Result: The <folder name> Properties dialog box reappears.
11 Click OK to save your changes and close the <folder name> Properties
dialog box.
12 You must enable the Guest user account before you can proceed with the
rest of the procedure. Click Start > Control Panel > Administrative Tools
> Computer Management.
13 In the left pane, click the Local Users and Groups heading.
14 In the right pane, double-click the Users folder.
Result: A list of users appears in the right pane.

15 From the list of users, right-click Guest, and then select Properties.
Result: The Guest Properties dialog box appears.
16 Clear the Account is disabled check box, and then click OK.
17 Close the Computer Management window.
Option 2: Sharing the folder with read permissions for the

IUSR_SWC and iceAdmin accounts (Contact Center Manager
Administration server uses these accounts)
If you choose this option, you must maintain two additional accounts on the
client PC. There are also possible security issues involved because the Contact
Center Manager Administration server uses these accounts to run the Web site.
To perform this procedure, you must know the passwords for both the
IUSR_SWC and iceAdmin user accounts on the Contact Center Manager


templates.
You must create the IUSR_SWC and iceAdmin accounts on the client PC
with the same passwords as those which are used on the Contact Center
2 Click Start > Control Panel > Administrative Tools > Computer
Management.
4 In the right pane, right-click the Users folder, and then select New User
from the menu.
Result: The New User dialog box appears.
5 In the User name box, type IUSR_SWC.

6 Type any values in the Full name and Description boxes.
7 In the Password box, type the same password for the IUSR_SWC as that
which is used on the Contact Center Manager Administration server.
9 Clear the User must change password at next logon check box.
10 Select the Password never expires check box.
11 Click Create.

12 Repeat steps 4 to 11 to create the iceAdmin user account, ensuring that

you type the same password for this account as that which is used on the
13 Click Close to close the New User window.
Result: The two new accounts appear in the Computer Management
window in the Users folder. Now you must grant read permissions to both
these accounts.



19 Select Everyone (if available).

20 Click Remove to remove the Everyone account.
When you remove the Everyone account, you must grant read permissions
to individual Windows user accounts.
21 Click Add.
Result: The Select Users or Groups dialog box appears.

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: A series of users appears in the bottom portion of the window.
24 Locate and select the IUSR_SWC user account, and then click OK.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
26 Select IUSR_SWC at the top of the Permissions window, and then, at the
bottom of the window, ensure that the Allow check box is selected for
Read.
27 Click Apply.
28 Perform steps 21 to 27 to add read permissions for the iceAdmin user
account.
window.

Administration server member of network domain)
Before you can create a shared network folder (Contact Center Manager
Administration server member of network domain), you must set the directory
security account of the server default Web site to the network domain account.
Setting the directory security account of the server default Web site
to the network domain account
To create a shared network folder (Contact Center Manager Administration
server member of network domain), you must complete this procedure. After
you set the directory security account of the server default Web site to the
network domain account using this procedure, proceed to “Option 1: Sharing the
folder with read permissions for the Everyone account and enable Guest account
on the client PC,” on page 208.

1 Obtain the network domain account name from your System Administrator.
2 First you must add the network domain account to the Windows Backup
Operators Group. Click Start > Control Panel > Administrative Tools >
Computer Management.
4 In the right pane, double-click the Groups folder.
5 From the list of groups in the right pane, double-click Backup Operators.
6 Click Add.
7 Enter the domain account as <domainname>\account name and click OK.
or
Click Locations and select the domain in which the network domain
account belongs, click OK, and then enter the domain account as
<domainname>/account name.
8 Click OK.
If you see no domain account on the Contact Center Manager
Administration server, contact your network administrator for resolution.
You must now set up the Internet Information Services (IIS) security
account.
Manager.

computer).
12 In the left pane, right-click Default Web Site, and then select Properties
from the menu.



15 Click Browse.
16 Click Advanced.
Result: The lower portion of the Select User window expands.

17 Click Locations.
Result: A list with the Contact Center Manager Administration server and
the network domain appears.
If you are on to the local machine, and not the domain, enter your
username and password when prompted.
18 Select the network domain, and click OK.
If you cannot find the network domain in the list, contact your network
administrator for resolution.
19 Click Find Now.
20 From the list of user accounts, select the network domain account, and
then click OK.
Result: The Select User window reappears with the network domain
account listed at the bottom.
21 Click OK.
Result: The Authentication Methods window reappears, with the network
domain user account shown, except now the Password box is empty.
22 In the Password box, type your domain account password.
23 Click OK.
Result: The Confirm Password window appears.
Result: The system changes the password. The network domain account
is now used for anonymous access in IIS.
27 You must now reset IIS. Click Start > Run.
28 Type iisreset.
29 Click OK.
30 You are ready to create a shared network folder (Contact Center Manager
Administration server member of network domain).


server member of network domain), you can:
share the folder with read permissions for the Everyone account and enable
Guest account on the client PC. For details, see “Option 1: Sharing the
account on the client PC” on page 208.
share the network folder with Read permissions for the domain/directory
security account used for Contact Center Manager Administration server.
For details, see “Option 2: Sharing the network folder with Read
permissions for the domain/directory security account used for Contact
Center Manager Administration server” on page 212.
account and enable Guest account on the client PC
To perform this procedure, your server and the client PC must be members of
the same network domain. Additionally, the directory security account of the
server default Web site must be set to the network domain account. If you use
the IUSR_SWC account, you must replace it with the network domain account
for the IIS directory security. Therefore, you must complete the steps in the
procedure “Setting the directory security account of the server default Web site
to the network domain account,” on page 202, before you begin this procedure.
templates.




7 From the Groups or user names list, select Everyone.

8 In the Permissions for Everyone list, select the Allow check box for the
Read option.
9 Click Apply.
10 Click OK.
Result: The <folder name> Properties window reappears.
window.
14 Double-click the Users folder, and then select Guest in the right pane.
If Guest does not appear in the right pane, it can be because the network
administrator renamed the Guest user. If this is the case, you must contact
your network administrator.

15 Right-click Guest, and then select Properties.

16 On the General tab, clear the Account is disabled check box, and then
click OK.
Option 2: Sharing the network folder with Read permissions for the
domain/directory security account used for Contact Center
Manager Administration server
In this procedure, your server and the client PC must be members of the same
network domain. Additionally, the directory security account of the server
default Web site must be set to the network domain account. If you use the
IUSR_SWC account, you must replace it with the network domain account for
the IIS directory security. Therefore, you must complete the steps in the
to the network domain account” on page 202, before you begin this procedure.

Before you perform this procedure, ask your network administrator which
domain account was used on the Contact Center Manager Administration server
for IIS directory security. This is the account that you need to use in this
procedure.
If you choose this option, you must manually synchronize any changes made to
the original report with the local copy of the report by using the menu option
Report > Synchronize user imported report templates. (For scheduled reports
only. Ad hoc reports can read the templates from the network drive.)
Nortel recommends that you synchronize the imported report template only
when no scheduled reports are running.
1 On the client PC, create a folder to store your user-created report templates




9 Click Add.

10 Click Advanced.
Result: The lower portion of the window expands.
11 Click Find Now.
Result: A series of users appears in the lower portion of the window.
12 Locate and select the domain/directory security user account that was used
to join the Contact Center Manager Administration server to the network
domain, and then click OK.
Result: The account appears in the Select Users or Groups dialog box.
13 Click OK.
Result: The account appears at the top of the Permissions dialog box.
14 Select the account at the top of the Permissions dialog box, and then, at
the bottom of the window, ensure that the Allow check box is selected for
Read.
15 Click OK.
dialog box.

Step 19. Configure scripting
To print scripts from the Scripting component, you must ensure that there is a
default printer configured on the client PC.
To set up a default printer for Scripting

To print scripts while using the Scripting component, you must first configure a
default printer on the client PC. For detailed information about this procedure,
see the Microsoft documentation that comes with your operating system.
To export scripts to a client PC

To export script files to a client PC, you must have the correct access privileges
to save files to the client PC. For details about configuring user access
If you require additional information about creating and mapping folders, see
your Microsoft documentation.

Step 20. Configure Agent Desktop Display

parameters on the server
The Agent Desktop Display component functions only if you use the multicast
to the client PC.
To use Agent Desktop Display on a client PC, you must configure the
parameters on the Contact Center Manager Administration server. You must
also have the Real-Time Reporting component installed and configured on the
Contact Center Manager Administration server for Agent Desktop Display to
function properly.

Configuring Agent Desktop Display parameters on the server

1 Click Start > All Programs > Agent Desktop Displays > Server
Configuration Parameters.
Result: The Configuration Parameters dialog box appears.
2 Confirm that the address in the IP multicast address box is the Contact
Center Manager Administration server IP send address that you configured
in the RTR Configuration Tool. For more information, see “Configure Real-
Time Reporting” on page 165.
specific network.
3 In the Refresh rate (seconds) box, type the rate in seconds at which you
want the real-time data in the displays to be refreshed.
The minimum value that you can type in this field is 2 seconds. If you leave
this box empty, the system uses the default value of 5 seconds.

4 In the Max agents box, type the maximum number of agents who can
simultaneously log on to the Agent Desktop Display component and view
the real-time statistics.
When the number of agents who log on to the application reaches this
number, any additional agents who try to log on receive a message
informing them to try again later. If you leave this box empty, the system
uses the default value of 1000 agents. The maximum value that you can
type in this box is 3000 agents. For information about performance and
sizing requirements for Contact Center Manager Administration, see the
Contact Center Planning and Engineering Guide.
5 In the View mode list, select one of the following modes in which you want
to view the collected data:
Moving window—In moving window mode, statistics shown represent
the last 10 minutes of system activity.
Interval-to-date—In interval-to-date mode, statistics are collected only
for the current interval. When the interval ends, data fields reset to 0 and
collection begins for the next interval. The interval can correspond to a
work shift or to another system-defined period.
6 To require agents to log on to their phonesets before they can launch Agent
Desktop Display, select the Agents phoneset login required for ADD
check box.
If this check box is clear, when an agent logs on to Agent Desktop Display,
the agent sees data only if other agents log on to skillsets to which that
agent is assigned.
7 To disable automatic notifications for Agent Desktop Display client
upgrades, select the Disable Automatic ADD Client Upgrade check box.
If you select this check box, agents receive no prompts to download
available Agent Desktop Display client upgrades.
8 In the Statistics Configuration table, choose the statistics to appear in the
Agent Desktop Display. You can add statistics columns to the displays, or
remove columns that you no longer want to show.
9 To add the statistics column to the displays, select the Show check box for
each statistic to add.
10 To arrange the order in which the statistics columns appear, use the
column order buttons. Select the statistic to move, and then click the up or
down button to change its position.

The statistic that you place at the top of the Statistics Configuration table
appears in the first column of the display.
11 To set the threshold display color, highlight a statistic, and then from the
from the following lists, select the threshold color for that statistic:
Less than Level 1
Between Level 1 and Level 2
Greater than Level 2
If you set no threshold levels in the Configuration component of Contact
Center Manager Administration or in Contact Center Manager Server, the
values appear in white in the Agent Desktop Display.
Repeat for each statistic for which you want to set threshold display colors.
12 If you want the selected statistic to blink in the Agent Desktop Display when
its value reaches the threshold, select the Blink check box.
13 If you want the Agent Desktop Display to beep when its value reaches the
threshold, select the Beep check box. If you do not select the Beep check
box, proceed to step 15.
14 To indicate that a beep should occur only once, select the Once option.
OR
To indicate that a beep should occur continuously until the statistic reaches
an acceptable value, select the Continuously option.
15 Click Save.

Step 21. Change the iceAdmin user account

password (optional)
This procedure is optional. If you do not want to change the iceAdmin user
account password, proceed directly to Step 22. “Configure language support
(other than English)” on page 226.
After you install Contact Center Manager Administration and specify a custom
password for the iceAdmin user account, you can change the password for this
account by performing the procedure in this section.
If you forget or misplace the iceAdmin password, you must reset it. For
information, see “Resetting the iceAdmin password in Windows” on page 1864.
When you install Contact Center Manager Administration, the Contact Center
Manager Administration setup wizard creates a Windows user called iceAdmin
and assigns full administrative access rights to this user. During the Contact
Center Manager Administration installation, the setup wizard prompts you to
specify the password for this user. You can change this password after the
installation by performing the following procedure, but you cannot delete the
iceAdmin user account in Windows.
ATTENTION
If you delete the iceAdmin user account, you cannot log
on to Contact Center Manager Administration either as
webadmin or as any other user.
Changing the password for the iceAdmin user account

You must log on as a user with administrator privileges before you perform this
procedure.

2 In the left pane, navigate to the IceAdmin Password Change folder by

3 Click the IceAdmin Password Change folder in the left pane.
Result: The IceAdmin Password Change dialog box appears.

4 In the right pane, click the IceAdmin Password Change icon.

Result: The iceAdmin Password Change dialog box appears.
5 In the Old Password box, type the old password for this account.
6 In the New Password box, type the new password for the iceAdmin user
account.
active domain, the Domain Account option is enabled in the iceAdmin
OR
To export scheduled reports to a domain account, click Domain Account.

changes it.
9 From the Select Domain Name list, select the name of the domain to add.
administrator.
password.
You must enter the correct domain account password. If the password is
incorrect, the system does not proceed.
account password.
13 Click OK.
iceAdmin account.
14 Click OK.
and then registers the new password in all required components.

Step 22. Configure language support (other

than English)
To work in English only across all platforms, you can skip this step and proceed
directly to Step 23. “Install the XML Automated Assignments feature
If you want your Contact Center Manager Administration to support languages

other than English, you must configure language support by following the
procedures in this section.
Contact Center Manager Administration supports two levels of language

support:
Solely internationalized environment (other than English)—In this
scenario, the graphic user interface, the online Help, and all reports are in
English, but you have the ability to handle user inputs (such as agent and
supervisor names that contain non-ASCII characters), and the ability to
handle date and time formats from a different regional time zone.
International and Localized environment (other than English)—In this
scenario, the graphic user interface, the online Help, and all reports are
translated into one of four supported languages (French, German,
Traditional Chinese, Japanese). You also have the ability to handle user
inputs (such as agent and supervisor names that contain non-ASCII
characters), and the ability to handle date and time formats from a different
regional time zone.
To configure Contact Center Manager Administration to work in a solely

internationalized environment (other than English), you must complete the
following tasks:
1. Ensure that the language versions of the operating systems for all platforms
(Contact Center Manager Administration, Contact Center Manager Server,
client PCs) are compatible. For information, see “Language families and
compatibility” on page 230.
2. Edit your locales.dat file to reflect the appropriate language family. For
information, see “Editing the locales.dat file” on page 232.

3. Change the Windows Regional Settings (for Traditional Chinese and

Japanese only). For details, see “Changing the Windows Regional Settings”
on page 234.
4. Ensure that the required Service Updates for the language pack are installed
on the Contact Center Manager Server (for Traditional Chinese and
Japanese only). For details, see “To ensure that the required Service
Updates for the language pack are installed on the Contact Center Manager
Server” on page 236.
To configure Contact Center Manager Administration to work in an

international and localized environment (other than English), you must complete
the following tasks:
client PCs) are compatible. For details, see “Language families and
details, see “Editing the locales.dat file” on page 232.
on page 234.
5. Prepare the Contact Center Manager Administration server for installing
the language pack. For details, see “Prepare the server for installing a
language pack” on page 236.
6. Install the language pack on the Contact Center Manager Administration
server. For details, see “To install a language pack” on page 237.
7. Change the language preferences in Internet Explorer for the Contact
Center Manager Administration server (only of you use the Contact Center

Manager Administration server as a client PC). For more information, see

“Setting the language preferences in Internet Explorer” on page 242.
ATTENTION
When you install and configure the software on the
Contact Center Manager Administration server, you cannot
install a non-English version of the operating system over
a previously installed English version of the operating
system. Instead, you must ensure that the Contact Center
Manager Administration server is completely clean and
free of all English operating system components before
proceeding with the non-English installation. Failure to
do so results in functionality problems in Contact Center
Using Contact Center Manager Administration in an international and

localized environment (other than English)
If the operating systems on the Contact Center Manager Administration server,
client PC, and Contact Center Manager Server belong to the Latin 1 language
family and you install the French and German language packs on the Contact
Center Manager Administration server, users in the same contact center can
view Contact Center Manager Administration in French, English, or German by
changing the language preference settings in their browser. This is particularly
useful in a contact center that supports multiple languages, such as English and
French.

client PC, and Contact Center Manager Server belong to the Japanese language
family and you install the Japanese language pack on the Contact Center
Manager Administration server, users in the same contact center can view
Contact Center Manager Administration in Japanese or English by changing the
language preference settings in their browser. English is supported in this
environment for reasons outlined in “Language families and compatibility” on
page 230.

client PC, and Contact Center Manager Server belong to the Traditional Chinese
language family and you install the Traditional Chinese language pack on the
Contact Center Manager Administration server, users in the same contact center

can view Contact Center Manager Administration in Traditional Chinese or

English by changing the language preference settings in their browser. English is
supported in this environment for reasons outlined in “Language families and
Co-resident servers
If your Contact Center Manager Administration is co-resident with other
Contact Center 6.0 applications, certain limitations apply with respect to
working in languages other than English.
On co-resident servers that contain Contact Center Manager Server, Contact

Center Manager Administration, and Communication Control Toolkit, the only
supported language version of the Windows Server 2003 operating system is
English.
That is, if you install Contact Center Manager Administration on a co-resident

server with Contact Center Manager Server and Communication Control
Toolkit, Contact Center Manager Administration does not support French,
German, Traditional Chinese, or Japanese Windows operating systems. Contact
Center Manager Administration supports English operating systems only.
On co-resident servers that contain Contact Center Manager Server and Contact
Center Manager Administration, the only supported language versions of the
Windows Server 2003 operating system are:
English
Japanese
Traditional Chinese

server with Contact Center Manager Server, Contact Center Manager
Administration does not support French or German Windows operating systems.
Contact Center Manager Administration supports English, Traditional Chinese,
and Japanese Windows operating systems only.

Language families and compatibility

For Contact Center Manager Administration to function properly, the language
family of the operating systems must be the same across all platforms in the
network—the Contact Center Manager Administration server, client PCs, and
Contact Center Manager Server. That is, the operating systems of each of the
platforms are only compatible if the languages versions of the operating systems
belong to the same language family.
There are three language families that Contact Center Manager Administration
recognizes:
Latin 1—Includes all the Western European languages that use the Latin 1
character set (including English, French, German)
Traditional Chinese—This language has its own distinct multi-byte
character set and, therefore, belongs to an individual language family
Japanese—This language has its own distinct multi-byte character set and,
therefore, belongs to an individual language family
Although English belongs to the Latin 1 language family, the character sets for
English are included in all language families. Therefore, you can display English
on a system configured in any language family by changing the language
preferences in the Internet Explorer browser.
Compatibility and the Latin 1 language family

As long as the language versions of the operating systems on the Contact Center
Manager Server, the Contact Center Manager Administration server, and the
client PC belong to the same language family (for example, Latin 1), the
platforms can coexist on the same network. For example, in your network you
can have a server in Contact Center Manager Server that has an English
operating system, a Contact Center Manager Administration server with a
German operating system, and a client PC with a French operating system. All
of these languages belong to the same family (Latin 1) and, therefore, can
coexist in the same network. In this case, the language preference setting on the
client PC browser determines the language in which the application appears.

This is particularly useful if your contact center supports multiple languages,

such as English and French. In this scenario, agents in the contact center can
choose whether they want to view Contact Center Manager Administration in
English or French (or even German because it belongs to the same language
family), just by changing the browser settings on their PC.

client PC, and Contact Center Manager Server belong to the same language
family, and you install the French and German language packs on the Contact
view Contact Center Manager Administration in French, English, or German by
changing the language preference settings in their browser. This is particularly
useful in a contact center that supports multiple languages, such as English and
French.

with Contact Center Manager Server, Contact Center Manager Administration
does not support French or German operating systems. It supports English,
Traditional Chinese, and Japanese operating systems only.
Compatibility and the Japanese language family

Because Japanese belongs to its own language family, you can view and enter
Japanese text only in Contact Center Manager Administration if you install
Japanese operating systems on the Contact Center Manager Server, the Contact
Center Manager Administration server, and each client PC. You must also
configure the server in Contact Center Manager Server to handle Japanese,
install the Japanese language pack on the Contact Center Manager
Administration server, and configure the browser language preferences for
Japanese on both the Contact Center Manager Administration server and client
PCs.
In this scenario, agents in the contact center can choose whether they want to
view Contact Center Manager Administration in English or Japanese by
changing the browser settings on their PC.
While it is possible to switch from Japanese to English and vice-versa, it is not

possible to switch from Japanese to Traditional Chinese because these languages
belong to different language families.

Compatibility and the Traditional Chinese language family

Because Traditional Chinese belongs to its own language family, you can view
and enter Traditional Chinese text only in Contact Center Manager
Administration if you install Traditional Chinese operating systems on the
Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC. You must also configure the server in Contact Center
Manager Server to handle Traditional Chinese, install the Traditional Chinese
language pack on the Contact Center Manager Administration server, and
configure the browser language preferences for Traditional Chinese on both the
Contact Center Manager Administration server and client PCs.
In this scenario, agents in the contact center can view Contact Center Manager
Administration in English or Traditional Chinese by changing the browser
settings on their PC.
While it is possible to switch from Traditional Chinese to English and vice-

versa, it is not possible to switch from Traditional Chinese to Japanese because
these languages belong to different language families.
Operating systems and the Contact Center Manager Server

When you install language packs on Contact Center Manager Administration
you must ensure that the required language version of Windows Server 2003 is
installed on the Contact Center Manager Server as follows:
For French and German, ensure that the Contact Center Manager Server
Release 6.0 US English software is installed on the US English version, or
the appropriate localized version, of Windows Server 2003.
For Japanese, ensure that the Japanese version of Windows Server 2003 is
installed.
For Traditional Chinese, ensure that the Traditional Chinese version of
Windows Server 2003 is installed.
Editing the locales.dat file

The locales.dat file controls the character set that is used for communication
between the Contact Center Manager Administration and the Contact Center
Manager Server. To edit the locales.dat file, you can use the utility that comes
with Contact Center Manager Administration and is stored on the Contact
Center Manager Administration server. You can access this utility from the

Contact Center Manager Administration server when used as a client PC, by first
logging on to Contact Center Manager Administration, and then opening the
utility through the browser window. With this utility, you can configure the
system to handle the character set of the language family with which you want
Contact Center Manager Administration to work.
1 From the Contact Center Manager Administration server when used as a
client PC, open Internet Explorer and log on to Contact Center Manager
Administration.
If you have not logged on to Contact Center Manager Administration for the
first time, you must complete the steps in Chapter 4, “Configuring the client
PC and agent workstations” before completing the steps in this procedure.
2 In the browsers address box, type http://<localhost>/locales.asp where
localhost is the name or IP address of the Contact Center Manager
3 Press Enter.
Result: The utility appears.
4 Click Browse to navigate to the c:/sybase/locales/locales.dat file, where

c: is the drive on which you installed Sybase Open Client v.12.5.

5 From the Language Option list, select the appropriate language. You can
choose from Latin 1, Japanese, and Traditional Chinese.
6 Click Set Locale to save your changes.
Changing the Windows Regional Settings

If you use either the Japanese or Traditional Chinese versions of Contact Center
Manager Administration, you must change the Regional Settings on the Contact
Center Manager Administration server. It is not necessary to perform this
procedure if you use the English, French, or German versions of the software
because all of these languages appear properly with the Regional Settings set to
the default language, English.
You must insert the operating system CD in the server before you perform this
procedure.
1 On the Contact Center Manager Administration server, click Start >
Control Panel > Regional and Language Options.
Result: The Regional and Language Options dialog box appears.

2 Click the Languages tab.

Result: The Languages page appears.
3 In the Supplemental language support section, select the Install files for
East Asian languages check box.
Result: The system installs the appropriate language files from the
operating system CD.
4 Click the Regional Options tab.
5 From the box in the Standards and formats section, choose the
appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
6 Click OK to save your changes and close the Regional and Language
Options window.

To ensure that the required Service Updates for the language pack
are installed on the Contact Center Manager Server
For Traditional Chinese and Japanese, ensure that the required Service Updates
are on the Contact Center Manager Server. For details about how to install
Service Updates, refer to the Contact Center Manager Server Installation and
Maintenance Guide.
You must install the following Service Updates on the Contact Center Manager
Server:
For Japanese, the NS040206SU08S PEP (or later) and the
N10402JAPANESE PEP must be installed on a server running the Contact
Center Manager Server Release 6.0 US English software.
For Chinese, the NS040206SU08S PEP (or later) and the
N10402TCHINESE PEP must be installed on a server running the Contact
Prepare the server for installing a language pack

Before you install a language pack ensure that:
you install the Contact Center Manager Administration software and all
required third-party software (especially Sybase Open Client version 12.5).
you install the required language version of Windows Server 2003
Enterprise Edition or Standard Edition for the language packs that you wish
to install.
For example:
Windows Server 2003 Enterprise Edition or Standard Edition Latin 1
language support (or the localized version of the operating system) for
French or German language packs
the Japanese version of Windows Server 2003 Enterprise Edition or
Standard Edition for Japanese language packs
the Traditional Chinese version of Windows Server 2003 Enterprise
Edition or Standard Edition for Traditional Chinese language packs.
at least 225 megabytes (MB) of free disk space is available on the Contact
Center Manager Administration server for the required language pack.
If these conditions are met, you are ready to install a language pack.

To install a language pack

The default language setting for the Contact Center Manager Administration
software is English. However, the Contact Center Manager installation DVD
includes separate language packs for:
French
German
Japanese
Traditional Chinese
Each language pack contains translated Historical Reporting templates, online

Help, and various other files that are required for working in the language you
choose.
Follow the procedure in this section to install a language pack on the Contact
After you install a language pack, if you subsequently want to uninstall the
Contact Center Manager Administration software, you must uninstall the
language pack first. Then proceed with uninstalling the Contact Center Manager
Administration software. For more information, see “Uninstalling a language
pack” on page 245.

Installing a language pack

1 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.
2 In the left pane, click Add New Programs.


3 Click CD or Floppy to indicate that you want to install the language pack
from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
4 Click Next.
Result: The Run Installation Program window appears
5 Click Browse to navigate to the location of the language pack that you
want to install. All language packs are located in the root directory of the
Contact Center Manager installation DVD, in the Language Packs folder.
Navigate to this folder, and within it, double-click the folder corresponding
to the language pack that you want to install.

6 In this folder, click the.exe file for language pack that you want to install. For
example, to install the Japanese language pack, navigate to the Language
Packs/Japanese Language Pack folder, and then click the Japanese
language pack.exe file.
Result: The path to the correct language pack.exe file appears in the Open
box.
7 Click Finish.
Result: The InstallShield Wizard window appears briefly, followed by the
Windows Installer window. When the installer finishes its prerequisite
check, the Welcome window appears.

8 Click Next.
9 Click Install.
Result: The Installing Contact Center Manager Administration - X
Language Pack window appears (where X is the language you chose).

10 The program copies and installs the required files and the InstallShield
Wizard Completed window appears.
11 Click Finish.
Tip: To view the language packs that you installed on the server, click Start
> Control Panel > Add or Remove Programs. The Add or Remove
Programs window lists the language packs installed on the server and their
version numbers.
Setting the language preferences in Internet Explorer

You must perform this procedure on each client PC that connects to the Contact
Center Manager Administration server to use Contact Center Manager
Administration. Perform this procedure on the Contact Center Manager
Administration server only if you use it as a client PC.
If you did not install and configure a client PC, you must complete the steps in
Chapter 4, “Configuring the client PC and agent workstations” before
completing the steps in this procedure.
You can display English on a system configured in any language family by

changing the language preferences in the Internet Explorer browser.

In addition to these steps, you must also set the proper security level settings in
the browser. For more information, see Step 3. “Configure Internet Explorer” on
page 267.
1 In Internet Explorer, click Tools > Internet Options.
Result: The Internet Options dialog box appears.

2 Click Languages.
Result: The Language Preferences dialog box appears.
3 Verify that the language you want to use appears in the Language box.
The codes for the languages supported by Contact Center Manager
Administration are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
4 In the Language box, click the appropriate language, and the proceed to
step 6.
OR
If the language does not appear in the box, Click Add.
Result: The Add Language dialog box appears.
5 In the Language list, click the appropriate language, and then click OK.
Result: The language now appears in the Language Preferences window.
6 Click Move Up until the language appears at the top of the box.

7 Click OK to close the Language Preferences window.

8 Click OK to close the Internet Options window.
Uninstalling a language pack

To uninstall a language pack, follow this procedure.
Administration software.
2 In the Add or Remove Programs window, select the language pack to
uninstall.
3 Click Remove.
Result: The program asks you to confirm your choice.

4 Click Yes.
Result: The program removes the language pack from the Contact Center

Step 23. Install the XML Automated

Assignments feature (optional)
You can use the XML Automated Assignments feature to simultaneously update
multiple supervisor and skillset assignments by creating a specially formatted
XML file.
This is an optional feature that is used in conjunction with the Contact Center
Management component. If you do not want to install this feature, the Contact
Center Manager Administration installation and configuration is complete. You
can now proceed to Step 24. “Copy latest user guides to the CCMA server” on
page 250.
For information about obtaining the XML Automated Assignment toolkit,

contact a member of the Developer Program through the Contact Us link on
their Web site at www.nortel.com/developer. General information about the
Developer Program, including an online membership application, is also
available on this site.
For overview information and details about using the XML Automated
Assignments feature, see the Contact Center Manager Administrator’s Guide.
Installing the XML Automated Assignments feature

2 Browse to the XML Automated Assignments Service folder in the CCMA
folder of the DVD.
3 Double-click the XML Automated Assignments Service folder.
4 In this folder, double-click Symposium Web Client Automated
Assignments Service.msi.
Result: The Preparing to Install window briefly appears, followed by the
Welcome to the InstallShield Wizard for Contact Center Manager
Administration Automated Assignments window.

5 Click Next.
6 In the User Name box, type your username.

7 In the Organization box, type the name of your organization.
8 Click Next.

9 Click Change to select the folder in which you want to store the XML files to
be parsed, and the folder in which you want the system to store XML files
that it cannot parse due to error, or accept the default folders shown.
10 Click Next.
11 Click Install to install the program with the settings you chose (click Back
to change any of the settings).
Result: The program installs the feature and the InstallShield Wizard
Completed window appears.
12 Click Finish to complete installing the program.

Step 24. Copy latest user guides to the CCMA

server
Supervisors and administrators can access certain documentation directly

through Contact Center Manager Administration. To do this, you must copy the
appropriate guides to the Documentation folder on the Contact Center Manager
The latest versions of the user guides associated with the Contact Center 6.0
suite of products are available on Helmsman, the Nortel documentation
collection Web site (www.nortel.com/helmsman).
Because customer documentation is updated on a regular basis, you must

download the latest versions of the documentation from Helmsman to the
Documentation folder regularly to ensure that you have the most up-to-date
information.
Copying the latest user guides to the CCMA server

1 Browse to www.nortel.com/helmsman.
2 Enter your Nortel user ID and password.
3 Click the product name heading to expand the list of documentation that is
available.
4 Select the guides that you want to make available from the Contact Center
Manager Administration application.
You can access the only following guides from Contact Center Manager
Administration. However, the remaining guides from the Contact Center 6.0
documentation suite are also available on Helmsman and can be
downloaded to the directory of your choice.
Contact Center Supervisor’s Guide
Contact Center Administrator’s Guide
Contact Center What’s New Guide
Contact Center NCC Administrator’s Guide
Contact Center Historical Reporting and Data Dictionary

Contact Center Scripting Guides

5 Copy the selected user guides to the following folder on the Contact Center
Manager Administration server:
<INSTALLDIR>\Apps\documentation\guides where <INSTALLDIR> is
the Contact Center Manager Administration install directory. The default
install directory is C:\Program Files\Nortel Networks\WClient.
6 Ensure the file names match the links from the application:
Supervisors Guide.pdf
Administrators Guide.pdf
Whats New Guide.pdf
NCC Administrators Guide.pdf
HRDD.pdf
M1 Scripting Guide.pdf
You must download Adobe Acrobat Reader on the client PCs to launch the
guides from the Contact Center Manager Administration server.

Step 25. Activate master scripts
When you create a new script, or modify an existing inactive script, you must
validate the script manually before you can activate it.
When you change an existing, active script, the system automatically validates
the changes you make when you activate the script again.
Before you can activate the master script, you must configure Internet Explorer.
For more information about configuring Internet Explorer, see Step
3. “Configure Internet Explorer” on page 267.
Configuring Internet Explorer 6.0 or later on the client PC

1 Start Internet Explorer 6.0 or later.
2 From the menu, select Tools > Internet Options.


4 Click the Trusted Sites icon.

5 Click Custom Level.

Result: The Security Settings window for trusted sites appears.
6 Under the ActiveX Controls and plug-ins heading, ensure that Enable is
selected for the following ActiveX Controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX Controls not marked safe for scripting (not
required if you install SU04 or later)
Run ActiveX Controls and plug-ins
Script ActiveX Controls marked safe for scripting
selected for Automatic prompting for ActiveX controls.
OR
Ensure that Enable is selected for Download signed ActiveX controls.
All controls required for Contact Center Manager Administration
components are in .cab files that are digitally signed. If you select Enable,
Internet Explorer does not notify you that it is downloading a required
control. The control is automatically downloaded to the client PC the first

time it is required by the Contact Center Manager Administration

component in which you work. If you select Prompt, the first time that the
control is required by a Contact Center Manager Administration component
a dialog box appears prompting you to accept the control.
8 Under the Downloads heading, ensure that Enable is selected for the
following:
Automatic prompting for file downloads
File download
9 Under the Miscellaneous heading, ensure that Enable is selected for
Allow websites to open windows without address or status bars.
(Applicable to Internet Explorer 7.0 only)
10 Click OK.
If you enabled any ActiveX options, a message box appears, asking you to
confirm your choice. Click Yes.
11 Click the Privacy tab to choose the way you want to handle cookies
Result: The Privacy page appears.

12 To disable all cookies, drag the slider to the top of the ruler until Block All
Cookies appears at the top. Alternatively, drag the slider to any of the levels
in the middle of the ruler until you reach the desired privacy setting.
13 Click Apply.
Result: The system applies your privacy setting.
16 Click Sites.
Result: The Trusted sites dialog box appears.
17 Clear the Require server verification {https:} for all sites in this zone
check box.
18 In the Add this Web site to the zone box, type the server name (not the IP
address) for your Contact Center Manager Administration server. For
example, http://<Contact Center Manager Administration Server Name>.
If you used the fully qualified domain name when you installed Contact
Center Manager Administration on the Contact Center Manager
Administration server, you must also add this name as a Trusted Site. Type
the fully qualified domain name in the Add this Web site to the zone box.
19 Click Add.
20 If you plan to install SU04 or later, proceed to step 23.
OR

If you plan to install a release earlier than SU04, in the Add this Web site
to the zone box, type about:blank.
21 Click Add.
This ensures that the about:blank URL is not blocked by Internet Explorer
and that the Select All and Submit buttons function properly in Contact
Center Management, Historical Reporting, and Access and Partition
Management.
22 Ensure that about:blank appears correctly in the Web sites box (without
the http:// prefix and without spaces).
23 Click OK to return to the Internet Options window.
24 Click the Advanced tab.
25 Under Browsing, clear the Reuse windows for launching shortcuts
check box.
26 Click OK to exit the Internet Options window.
27 Restart Internet Explorer to activate your changes.
Activating the master script

1 Log on to Contact Center Manager Administration.
2 On the system tree, click the server containing the master script that you
want to activate.
3 Click Script Manager.
Result: The Script Manager window appears, listing all scripts on the
server.
4 Click the Master script.
5 Click File > Activate.
Result: A message box appears, asking you to confirm your choice.
6 Click OK.
Result: The system activates the script. The script status changes to
Active when the activation process is complete.

Step 26. Other postinstallation tasks
This section describes other postinstallation tasks.
Configure SNMP (optional)

If you use the Windows SNMP service to forward traps to an NMS, you must
perform these tasks:
Configure the Windows SNMP service on the server.
Select the types of events you want to forward to the NMS.
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”
Verify your security settings

Ensure that your security settings meet the requirements for your contact center.
For more information about configuring your security settings for Contact
Center Manager Administration, see Chapter 17, “Managing security.”
What is next?
Proceed to Chapter 4, “Configuring the client PC and agent workstations.”

Chapter 4
Configuring the client PC and agent

workstations
In this chapter
Overview 260
Section A: Preparing the client for CCMA 263
Section B: Logging on to CCMA for the first time 293
Section C: Configuring agent workstations 315

Configuring the client PC and agent workstations Standard 10.15
Overview
To log on to Contact Center Manager Administration 6.0, you need to install and
configure a client PC at your client workstations. A client PC can be any
computer in your network, including the Contact Center Manager
Each client PC must be configured with Internet Explorer 6.0 with the latest
supported service pack and be supported by one of the following operating
systems:
Windows 2000 Professional
Windows 2000 Server
Windows 2000 Advanced Server
Windows XP Professional
Windows Server 2003
Windows Vista Business
Windows Vista Enterprise
For information about the service packs validated with Contact Center Manager
Administration, consult the Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List located at
www.nortel.com.
Third-party software and controls

Each Contact Center Manager Client PC in Contact Center Manager
Administration requires different third-party software and controls, depending
on which platform the client runs:
Internet Explorer version 6.0 with the latest supported service pack for all
clients. For information about the service packs validated with Contact
Center Manager Administration, consult the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List
located at www.nortel.com.

December 2007 Configuring the client PC and agent workstations
(If you have SU04 or later, this control is not required.) Simple Object
Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard
component required by all clients running Windows Server 2003, Windows
XP, or Windows 2000 Professional). For details, see Step 4. “Install the
Microsoft SOAP toolkit 3.0 (optional)” on page 284.
A number of controls are required for proper functionality in Contact Center

Manager Administration components. For a complete listing of the controls
required on the client PC, see “Controls that are downloaded to the client PC” on
page 304.
If you want agents to be able to launch the Agent Desktop Display, you must
install these components on each applicable client PC.
This chapter provides instructions for installing and configuring the required
software on the client PCs.


Section A: Preparing the client for

CCMA
In this section
Step 1. Configure the display 264
Step 2. Upgrade the browser on client workstations 266
Step 3. Configure Internet Explorer 267
Step 4. Install the Microsoft SOAP toolkit 3.0 (optional) 284
Step 5. Download and install Windows update KB917607 (Optional) 289
Step 6. Install .NET Framework v. 1.1 (optional) 290

Step 1. Configure the display
On each client PC, you must configure the display settings so that all Contact
Center Manager Administration components appear correctly in the browser
window.
Configuring the display settings on the client PCs

This procedure is written for Windows Server 2003. If you have a different
operating system on the client PC, the steps may vary.
1 On the client PC, click Start > Control Panel > Display.
Result: The Display Properties dialog box appears.
2 Click the Appearance tab.

3 In the Font size box, select Normal. If you do not select Normal, some
items may not display correctly in the browser.
4 Click the Settings tab.

5 Set the screen resolution to 1024 X 768. (Nortel recommends this

resolution to accommodate billboard collection.)
6 Click OK.

Step 2. Upgrade the browser on client

workstations
To access Contact Center Manager Administration with a client PC, you must
upgrade the browser to Internet Explorer 6.0 or later with the latest supported
service pack on each client workstation. For information about the service packs
validated with Contact Center Manager Administration, consult the Contact
Center Portfolio Service Packs Compatibility and Security Hotfixes
Applicability List located at www.nortel.com.
If your client PCs run Internet Explorer 6.0 or later with the latest supported
service pack, proceed directly to Step 3. “Configure Internet Explorer” on page
267.
To upgrade Internet Explorer on the client PC

To get the latest service pack for Internet Explorer, go to the Microsoft
download page located at www.microsoft.com.
Search for downloads for Internet Explorer and select the latest service pack to
install.

Step 3. Configure Internet Explorer
configure the browser (Internet Explorer 6.0 or later with the latest supported
service pack) on each client workstation.
When you configure Internet Explorer 6.0 or later, you configure the Contact
Center Manager Administration server as a Trusted Site, and either disable all
cookies or block cookies to the desired level of security.
The supported operating systems for Internet Explorer 6.0 on the client PC are:
Windows 2000 Server
Windows Server 2003
Windows XP with Service Pack 2 (SP2)
Windows XP Professional x64 Edition
Windows Server 2003 with Service Pack 1 (SP1)
For information about security issues and Internet Explorer, see “About ActiveX
control security” on page 267.
For all components of Contact Center Manager Administration components to

function correctly, you must disable pop-up blockers on Internet Explorer. For
more information, see “To disable pop-up blockers on Internet Explorer” on
page 275.
About ActiveX control security

This section includes the following information about security issues related to
ActiveX Controls:
digital signatures

code signing certificates (for digital signatures)

Trusted Sites zone and Safe for Scripting
Digital signatures
All controls provided with Contact Center Manager Administration are in .cab
files that are digitally signed either by Nortel or by the third-party vendor of
origin. Signing the .cab file verifies that the software originated from a trusted
source. The signed .cab file cannot be altered without invalidating the signature,
which validates that the contents of the .cab file (including the control) also
originated from a trusted source.
If the browser security settings stipulate that a control must be signed before
being downloaded, Internet Explorer checks whether the .cab file containing the
control is signed before downloading an ActiveX control to the client PC. If the
signature is valid, the control is downloaded to the client PC.
Code signing certificates (for digital signatures)

Software publishers use a code signing certificate to sign code that they develop
and distribute. A signature given by a code signing certificate validates that the
file originates from a trusted source and was not altered since it was originally
published.
This type of certificate is valid for a specified period of time (usually one year)
during which time software developers can use it to sign binary files with their
digital signature. The code signing certificate can expire (usually after one year)
without invalidating the signature. Provided the digital signature includes a
timestamp, the only other requirement for the validity of the digital signature is
that the code signing certificate be valid when the code is digitally signed. The
digital signature includes a timestamp taken from a trusted server to prove the
date on which the code was signed.
Secure Sockets Layer (SSL) certificates are different in that they are not useful
once they expire.
For Contact Center Manager Administration, Nortel uses a code signing

certificate purchased from VeriSign that is renewed each year. The digital
signatures for Contact Center Manager Administration are timestamped against
VeriSign servers.

For information about VeriSign code signing certificates, see

www.verisign.com.
Trusted Sites Zone and Safe for Scripting

If you install SU04 or later, all controls are marked as safe for scripting.
If you install a release earlier than SU04, Contact Center Manager

Administration uses some controls that are not marked as safe for scripting. To
run these controls, you must set the Internet Explorer security setting Initialize
and script ActiveX Controls not marked safe for scripting to Enable (see Step
2. “Upgrade the browser on client workstations” on page 266 for more details).
Because this setting is required, Nortel recommends that you add the Contact
Center Manager Administration server as a Trusted Site in Internet Explorer.
When you do so, the security settings required by Contact Center Manager
Administration do not apply to other Web sites in the intranet and Internet
zones. This is seen as a more secure solution because it limits the access to these
controls.
Controls marked as safe for scripting are available to all intranet and Internet
zone Web sites; however, because these controls are not marked safe for
scripting, they are available to trusted sites only, a more secure solution.
Configuring Internet Explorer 6.0 or later on the client PC

If the client PC is running Windows XP Service Pack 2, in addition to the
following procedures, there are additional steps that you must perform to
configure the browser for Contact Center Manager Administration. For
information, see “Additional procedures for configuring Internet Explorer on
client PCs running Windows XP with SP2” on page 277.
If the client PC is running Windows Server 2003 with the latest supported
service pack, in addition to the following procedures, there are additional steps
you must perform to configure the browser for Contact Center Manager
Administration. For information, see “Additional procedures for configuring
Internet Explorer on client PCs running Windows Server 2003 with the latest
supported Service Pack” on page 279.






OR

time the Contact Center Manager Administration component in which you

work requires it. If you select Prompt, the first time that a Contact Center
Manager Administration component requires that control, a dialog box
appears prompting you to accept the control.
following:
File download
10 Click OK.

13 Click Apply.
16 Click Sites.
Result: The Trusted sites dialog box appears.
check box.
example, http://<Contact Center Manager Administration server name>.
19 Click Add.
OR

21 Click Add.
Management.
check box.
To disable pop-up blockers on Internet Explorer

For Contact Center Manager Administration components to function correctly,
you must configure Internet Explorer to allow pop-ups from Contact Center
Manager Administration. You can configure pop-ups in one of two ways:
Allow pop-ups from Contact Center Manager Administration only.
Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select
this option, pop-ups are permitted from all Web sites.
If you have a third-party pop-up blocker, you must disable it as well.
Allowing pop-ups from Contact Center Manager Administration

2 From the menu, select Tools > Options.

3 Click the Privacy tab.

Result: The Privacy page appears. If the Block pop-ups check box (for
Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for
Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites
and the Settings button is disabled. Clear the check box.
4 Click Settings.
Result: The Pop-up Blocker Settings page appears.
5 In the Address of website to allow box, type the Contact Center Manager
Administration URL.
6 Click Add.
7 Click Close.
8 Click Apply.
9 Click OK.
Turning off the pop-up blocker for Internet Explorer 6.0 or later
4 For Internet Explorer 6.0, clear the Block pop-ups check box.
OR
For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5 Click Apply.
6 Click OK.
Turning off third-party pop-up blockers

This procedure is applicable to the Yahoo pop-up blocker. If you have other
types of pop-up blockers on Internet Explorer, you must follow a similar
procedure to disable them.
1 Open the Internet Explorer browser window.
2 On the Yahoo toolbar along the top of the browser window, put the cursor
over each of the buttons until you find the one that says Pop-Up Blocker Is
On or that says Pop-Up Blocker Is Off.

The button is usually to the left of the Highlight button.

3 Click the button that says Pop-Up Blocker Is On or that says Pop-Up
Blocker Is Off to expand the menu.
4 Ensure that the option Enable Pop-Up Blocker is switched off.
Ensuring display settings are configured for Western European (ISO)

For Internet Explorer to display properly, you must ensure that the display
settings for Internet Explorer are configured for Western European (ISO).
2 In Internet Explorer, select View > Encoding.
Result: The Encoding selection menu appears.
3 Ensure that Western European (ISO) is selected.
Additional procedures for configuring Internet Explorer on client PCs

running Windows XP with SP2
procedures in “Configuring Internet Explorer 6.0 or later on the client PC,” on
page 269, you must either add Internet Explorer to the firewall exceptions list or
open multicast and unicast ports.
Adding Internet Explorer to the firewall exceptions list

For further details about adding programs or services to the firewall exceptions
list, consult www.microsoft.com.
1 On the client PC, click Start > Control Panel > Security Center >
Windows Firewall.
2 On the Exceptions tab, under Programs and Services, select Internet
Explorer, and then click OK.
OR
If Internet Explorer is not listed, On the Exceptions tab, click Add
Program.

3 In the Add a Program dialog box, click Internet Explorer, and then click
OK.
Result: Internet Explorer appears, selected, on the Exceptions tab, under
Programs and Services.
4 Click OK.
As an alternative to adding Internet Explorer to the firewall exceptions list, you

can open the multicast and/or unicast ports. For information, see the following
procedure.
Opening multicast and unicast ports in Windows XP with Service

Pack 2
For more information about opening ports, consult Microsoft documentation at
www.microsoft.com.
Use this procedure to open the following ports individually:

Emergency Help, UDP
8200
Multicast real-time reports, UDP
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
Unicast real-time reports, UDP
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
1 Click Start > My Network Places.
2 Under Network Tasks, click View Network Connections.
3 Right-click the connection that you use for the Internet, and then click
Properties.
4 Click the Advanced tab, and then click Settings.
Note: If the Settings button is unavailable, Internet Connection Firewall is
not enabled on this connection, and you cannot open any ports (because
they are all already open).
5 Click Add to open a new port.
6 In the Description box, type a name for the port. For example, type File
Sharing: Port 445.
7 In the Name or IP address of the computer hosting this service on
your network box, type 127.0.0.1.

You can specify the IP address of an internal computer. But you typically
use 127.0.0.1.
8 In the External port and Internal port boxes, type the port number.
Generally, this number is the same.
9 Click either TCP or UDP, and then click OK.
10 Repeat steps 1 through 9 for each port that you want to open.
For more information about compatibility issues with Windows XP with Service
Pack 2, see the Symposium Products Interim Compatibility Advisory for
Microsoft Windows XP Service Pack 2. This document is on the Partner
Information Center (PIC) Web site at www.nortel.com/pic.

running Windows Server 2003 with the latest supported Service Pack
The latest supported service pack for Windows Server 2003 contains several
security enhancements to Internet Explorer. These new Internet Explorer
security enhancements can impact Contact Center Manager Administration 6.0
client operation if Internet Explorer is not configured properly.
Configure Internet Explorer with the following settings on all servers using
Windows Server 2003 with the latest supported service pack that are used to
launch Contact Center Manager Administration client sessions.
Configuring Internet Explorer on application and client servers

using Windows Server 2003 with the latest supported service pack
For client PCs, these configuration settings are in addition to the configuration
settings detailed in “Configuring Internet Explorer 6.0 or later on the client PC,”
on page 269.


2 From the menu bar, select Tools > Internet Options.



Result: The Trusted Sites information appears in the window.


6 Under the .NET Framework-reliant components heading, ensure that

Enable or Disable is selected for the following:
Run components not signed with Authenticode
Run components signed with Authenticode
7 Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following:
Automatic prompting for ActiveX controls
Initialise and script ActiveX controls not marked as safe for scripting
(applicable only if you plan to install release earlier than SU04)
following:
File Download

10 Click OK.
Result: The Internet Options window reappears.
12 On the Internet Explorer menu, click Tools > Pop-up Blocker > Pop-up
Blocker Settings.
Result: The Pop-up Blocker settings dialog box appears.
13 In the Address of Web site to allow field, type the Contact Center
Manager Administration website address (for example, http://pbrwd0p0)
14 Click Add.
15 Click Close.

Step 4. Install the Microsoft SOAP toolkit 3.0

(optional)
If you plan to install SU04 or later, this step is not required and you can proceed
to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290.
If you run the client browser on the Contact Center Manager Administration
server, SOAP is already installed on the server. Therefore, you can skip this step
and proceed to Step 6. “Install .NET Framework v. 1.1 (optional)” on page 290.
If you plan to install a release earlier than SU04, for Contact Center Manager
Administration to function correctly, you must install a software package
containing Simple Object Access Protocol (SOAP) components. You must
perform this installation on every client PC that accesses the Contact Center
Manager Administration server and that runs any one of the following operating
systems:
Windows Server 2003
Windows XP
SOAP provides a means of communication between applications running on

different operating systems, with different technologies and programming
languages.
To install Simple Object Access Protocol

When you use the client PC to connect to a server running Contact Center
Manager Administration, the system checks whether the client PC contains the
required SOAP files. If SOAP 3.0 is not installed, a warning message appears,
followed by a series of windows to download and install SOAP 3.0 files directly
from the Contact Center Manager Administration server. You can:
click Cancel to download SOAP 3.0 later
save the software to the client PC hard disk for later installation
install the software immediately.

Some Internet Explorer versions require the Internet Explorer setting Automatic
prompting for file downloads in the Downloads section also to be set to Enable
for the Trusted Sites zone, to allow the SOAP files download prompt to be
displayed.
Only users who log on to the client PC with administrator privileges can install
the software. If a user without administrator privileges logs on to the client PC,
that user can download and save the ClientSOAP.msi file to the client PC hard
drive. An administrator can then install the software later by double-clicking this
file. However, note that you cannot use Contact Center Manager Administration
until the client SOAP software is installed.
You need to perform this installation once only on each client PC, regardless of
the number of Contact Center Manager Administration upgrades you install
afterward.
Installing Simple Object Access Protocol

1 On the client PC, open Internet Explorer.
2 In the Address box, type the server name. For example, http://<Contact
Center Manager Administration Server Name>.
3 Press Enter.
Result: The Contact Center Manager Administration logon dialog box
appears, and then a warning message appears, notifying you that you must
install SOAP 3.0 on the client PC.
4 Click OK.
Result: A message box appears, enabling you to download the SOAP
package.

5 Click OK to download the SOAP software.

OR
Click Cancel to download the software at a later date. Contact Center
Manager Administration does not function properly until you install SOAP
on the client PC.
Result: A dialog box appears, enabling you to download and install the
SOAP files immediately, or save the files to the client PC for a later
installation.
6 To save the SOAP installation file, ClientSOAP.msi, to the client PC for a

later installation, click Save.
Result: A dialog box appears, enabling you to choose the location in which
you want to save the file.
OR

Click Open to begin the installation. You must log on with administrator
privileges to install the SOAP software.
Result: The installation program verifies the operating system and setup of
the client PC. The SOAP installation proceeds and the welcome window
appears.
7 When the program finds the required applications, click Next.


8 Click Install.
Result: The Installing SOAP window appears.
The program installs the required SOAP components and the InstallShield
Wizard Completed window appears.
9 Click Finish.

Step 5. Download and install Windows update

KB917607 (Optional)
If you install Windows Vista on the client, users cannot view online help for
Agent Desktop Displays. To view online help, you must download and install
Windows update KB917607 on to each client. This update includes the
WinHlp32.exe file, which is required to view WinHelp help files, such as Agent
Desktop Display online Help.
If you do not install Windows Vista, you can proceed to Step 6. “Install .NET
Framework v. 1.1 (optional)” on page 290.
Downloading and installing Windows update KB917607

You must install Windows Vista before you can install this update.
1 Go to www.microsoft.com.
2 Search for KB917607.
3 In the list of search results, browse to and click the download link.
4 Follow the download and install instructions.

Step 6. Install .NET Framework v. 1.1

(optional)
You must install the .NET Framework Version 1.1 and .NET Service Pack 1 on
the client machines before you can run an application such as the Agent Desktop
application or the Outbound Campaign Management Tool.
You cannot install two different language versions of the .NET Framework on
the same machine. To view .NET Framework applications in a different
language, you must download the appropriate language version of the .NET
Framework language pack.
You also need to add the Contact Center Multimedia server to the list of servers
that Contact Center Manager Administration administers. For information about
installing the Contact Center Multimedia server, see the Contact Center
Multimedia Installation and Maintenance Guide. For information about adding
the Contact Center Multimedia server to the list of servers that Contact Center
Manager Administration administers, see the Contact Center Manager
Administrator’s Guide.
If you do not use the Outbound Campaign Management Tool component, you
can skip this step and proceed directly to Step 7. “Accept the license agreement
in Server Utility” on page 294.
Prerequisites for installing the .NET Framework

Each client machine must meet the following requirements before you install
the .NET Framework version 1.1 software, and .NET service pack 1:
Windows 2000 (service pack 4), Windows XP (service pack 2)
Microsoft Internet Explorer 5.5 or later
Checking the .NET Framework on a client machine

If your client machines run the latest version of Windows XP or Windows 2000,
check to see if the correct version of the .NET Framework version is installed.

1 On the client machines, click Start > Control Panel.

2 Double-click Add or Remove Programs.
3 Select Microsoft .NET Framework 1.1.
4 Click the support link.
5 Verify that the version is 1.1.4322. If this version is not correct, you must
install the latest version of the Microsoft .NET Framework.
6 Click Close.
7 Close the Add and Remove Programs window.
Installing the .NET Framework on a client machine

1 Log on to the client machine as the local administrator.
2 From the client machine, open the DVD folder, CCMM/
Microsoft .NET Framework 1.1 Redistributables.
3 Double-click dotnetfx.exe to install the .NET Framework version 1.1.
4 When prompted to install the Microsoft .NET package, click Yes.
5 When the installation is complete, click OK.
Microsoft .NET Framework 1.1 Redistributables/Service Pack 1.
7 Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET Service
Pack 1.

What is next?
Log on to Contact Center Manager Administration for the first time. For details,
see Section B:“Logging on to CCMA for the first time,” on page 293.

Section B: Logging on to CCMA for the

first time
In this section
Step 7. Accept the license agreement in Server Utility 294
Step 8. Log on to CCMA for the first time 296
Step 9. Download controls to the client 303

Step 7. Accept the license agreement in

Server Utility
If you install or upgrade Contact Center Manager Server, you must accept the
licence agreement on the Server Utility on the Contact Center Manager Server
before you can log on to the Contact Center Manager Administration server. If
you do not upgrade or perform a new installation of Contact Center Manager
Server, you can skip the procedure and proceed to Step 8. “Log on to CCMA for
the first time,” on page 296.
Accepting the license agreement in Server Utility

If you did not install Server Utility on the Contact Center Manager Server from
the Contact Center Manager installation DVD, see the installation procedures in
the Contact Center Manager Server Installation and Maintenance Guide.
1 On the Contact Center Manager Server, click Start > All Programs >
Nortel Contact Center > Server Utility > Server Utility.
Result: The Nortel Contact Center Manager Server Utility Login dialog box
appears.
2 In the User ID box, type the sysadmin user ID.


4 From the Server Name or IP Address box, select or enter the server name
or IP address.
5 Click OK.
Result: The End User License Agreement dialog box appears.
6 Read the End User License Agreement.

7 Click Accept.
Result: The Change Password dialog box appears.
8 In the Old Password text box, type the old password.

9 In the New Password text box, type the new password.
10 Confirm the new password, and click OK.
Result: The Server Utility starts.

Step 8. Log on to CCMA for the first time
After you install and configure the required third-party software on the client PC
(Internet Explorer version 6.0 with the latest supported service pack and SOAP
3.0), log on to Contact Center Manager Administration to test the installation.
Note that SOAP is not required if you install SU04 or later.
To perform the procedures in this chapter, you must be able to log on to the
Contact Center Manager Administration server. If you upgrade or perform a new
installation of Contact Center Manager Server, you must accept the licence
agreement on the Server Utility in Contact Center Manager Server before you
can log on to the Contact Center Manager Administration server. For details
about accepting the license agreement in Server Utility, see Step 7. “Accept the
license agreement in Server Utility,” on page 294.
To log on to Contact Center Manager Administration for the first time

When you log on to Contact Center Manager Administration for the first time
after installation, you must log on as the default administrator, webadmin. For
security reasons, Nortel highly recommends that you change the default
password when you first log on to the application. Contact Center Manager
Administration user passwords can only contain English characters and special
characters.

Logging on to the Contact Center Manager Administration server

for the first time and changing the default password
ATTENTION
When you change the webadmin password, you must
ensure that you do not lose or forget the new password or
you cannot log on to Contact Center Manager
Administration as the webadmin administrator. In this case,
you must uninstall and reinstall Contact Center Manager
Administration to reinstate the original webadmin user
account with the default password.
To avoid this scenario, immediately after installing Contact
Center Manager Administration, log on to the Contact Center
Manager Administration server as webadmin, and create a
new administrator account of your choice (for example,
tempadmin), giving this user account Access and Partition
Management rights. This way, if you lose or forget your new
webadmin password, you can still log on to the Contact Center
Manager Administration server as tempadmin and change the
webadmin password. For more information about adding
Contact Center Manager Administration users, see the online
Help.
1 Start Internet Explorer.

Center Manager Administration Server name>.
You must log on using the Contact Center Manager Administration server
name instead of the IP address. You can save the Contact Center Manager
Administration server address by adding it to your list of Internet Explorer
Favorites.
3 Press Enter.
Result: If you did not configure the Contact Center Manager Administration
server name as Trusted Site with the relevant ActiveX Download values
selected, the Trusted Sites Warning Message window appears. For
information about configuring the Contact Center Manager Administration
server name as a Trusted Site, see “Configuring Internet Explorer 6.0 or
later on the client PC” on page 269.

If you installed release earlier than SU04 and did not install the client
version of SOAP 3.0 on the PC, a warning message appears, notifying you
that you must install this software. For details about installing it, see Step
4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
If you installed SU04 or later and configured the Contact Center Manager
Administration server name as a Trusted Site or if you installed a release
earlier than SU04 and configured the Contact Center Manager
Administration server name as a Trusted Site and installed the client
version of SOAP 3.0 on the PC, the Contact Center Manager
Administration main logon window appears.
To view the details of the Contact Center Manager Administration build

number and Service Update version, click About Contact Center
Manager Administration. Click OK to close.

4 Click Change Password.

Result: The Change Password dialog box appears.
5 In the User name box, type the default user name.

6 In the Old password box, type the default password.
7 In the New password box, type a new password.
Contact Center Manager Administration user passwords can contain
English characters and special characters only.
8 In the Confirm password box, type the new password.
You can modify the default password only. You cannot change the default
username, webadmin.
ATTENTION
If you lose or forget the new webadmin password, you
cannot log on to Contact Center Manager Administration
as the webadmin administrator. In this case, you must
uninstall and reinstall Contact Center Manager
account with the default password. To avoid this
scenario, as a safety precaution, you can now open
Access and Partition Management and create a new user
account with administrator rights, such as tempadmin. If
you forget or lose the new webadmin password that you
entered, you can log on to the Contact Center Manager
Administration server as tempadmin and change the
webadmin password.

9 Click Submit.
Result: The default password is changed and the main logon window
reappears.
10 In the User ID box, type the user name.

11 In the Password box, type the new password.
12 Click Login.
13 Click OK.
Result: Because this is the first time you log on, the logon window prompts
you to add the first Contact Center Manager Server.
14 In the Server Name box, type the name of the Contact Center Manager
Server. Do not enter the fully qualified domain name of the server in the
Server Name box. Enter the computer name of the server.
15 Press Tab.
Result: The server IP address automatically appears in the IP Address
box.

If the value Unknown appears in the IP Address box, the server name is not
registered with either the Domain Name Service (DNS) or the HOSTS
table. In this case, you must update your DNS or host file on the Contact
Center Manager Administration server with the name of the Contact Center
Manager Server. For information, see the Contact Center Manager
16 In the Display Name box, type the name of the Contact Center Manager
Server as you want it to appear in the system tree in Contact Center
Manager Administration. It is important that you use the server name, not
the IP address of the server, because using an IP address causes errors in
Real-Time Reporting functionality.
The system automatically assigns a display name that is the same as the
server name. If you enter a different display name, the name must be
unique.
17 Enter the sysadmin username and password for the Contact Center
Manager Server.
If you receive a logon sequence error message, check your username and
password by logging on to Server Utility.

18 Click Submit.
Result: If you did not accept the license agreement on the Contact Center
Manager Server, you receive a prompt to accept the license agreement
using Server Utility. For information, see Step 7. “Accept the license
agreement in Server Utility,” on page 294. Otherwise, the Contact Center
Manager Administration Launchpad appears.

Step 9. Download controls to the client
All Contact Center Manager Administration components, with the exception of

the Audit Trail component, require that you download controls to your client PC
to ensure proper functionality in each of the components. For a list of all
controls required by Contact Center Manager Administration components, see
“Controls that are downloaded to the client PC” on page 304.
The required controls used by Contact Center Manager Administration are in

.cab files that are digitally signed. Nortel recommends that you configure
Internet Explorer to enable or prompt for downloading signed ActiveX Controls
(see “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269).
When you configure the browser to download signed ActiveX Controls, the
control is automatically downloaded to the client PC the first time the Contact
Center Manager Administration component in which you work requires it and
you receive no notification from the browser. When you configure the browser
to prompt, a dialog box appears the first time Contact Center Manager
Administration requires the control. This dialog box displays the name of the
control, the company of origin, and prompts you to accept the control before it is
downloaded.
If a control is already installed on the client PC, it is not downloaded a second

time. The system automatically upgrades these controls if a newer version of the
control is detected on the Contact Center Manager Administration server, up to
the version specified by Contact Center Manager Administration. For
information about viewing the controls that are already installed on your client
PC, see “Viewing the list of installed controls” on page 308.

Controls that are downloaded to the client PC

The following table lists all the controls that must be downloaded to the client
PC if it is used to access all Contact Center Manager Administration
components (except Audit Trail, which has no dependency on controls). Some
controls are required for more than one component, but you need to install them
once only.
Client
Install
Control Location* CAB file Control File Company Purpose Version
Crystal Windows\ ActiveXVie crviewer.dll Business Enables 10.0.5.587

Reports Downloaded werMod.cab Objects Crystal
Viewer Program Reports
Files viewer.
Emergency Windows\ EHCtrl.cab iceemhlp Nortel Emergency 6.0.0.0
Help System32 control.dll Help
Pop-up Windows\ iemenu.cab iemenu.cab Microsoft Internet 4.71.115.0

Menu Downloaded Explorer
Program Pop-up
Files Menu
DTPWrap Windows\ DTPWrappe DTPWrapper Nortel Date 6.0.0.4
per Downloaded r.cab Control.ocx formatting
Program
Files
ChartWrap Windows\ ChartWrapp ChartWrapper Nortel Chart 1.0.0.0

perCtrl Downloaded erCtrl.cab Control.ocx functionalit
Program y for Real-
Files Time
Displays
Real-time Windows\ RtdCtrl.cab icertdcontrol.d Nortel/ Real-time 6.0.4.13
Display System32 ll Microsoft displays

Client
Install
ActiveTree Windows\ ssTree.cab SSTree.ocx Infragistic Navigation 1.0.4.20

View Downloaded s tree
Program functionalit
Files y
DB Grid 8 Windows\ todg8.ocx — Compone Data grid 8.0.20042.3

System32 nt One functionalit 29
y
Scripting Windows\ WSEColorT WSEColorTe Nortel/ Editor 6.0.0.8

Editor Downloaded ext.cab xt.ocx Microsoft functionalit
Program y
Files
Historical Windows\ HRCtrl.cab hrctrl.dll Nortel Historical 6.0.0.6

Reports Downloaded Reports
Control Program
Files
If you plan to install a release earlier than SU04, the SOAP 3.0 client is also
required on the client PC. For more information about installing the client
version of SOAP, see Step 4. “Install the Microsoft SOAP toolkit 3.0
(optional),” on page 284.
Controls and your local security policy (Windows 2000 only)

If the client PC runs on Windows 2000, your local settings of the security policy
Unsigned non-driver installation behavior on the PC determine if warning
windows other than those resulting from the settings you chose when
configuring Internet Explorer may appear, or if the required controls can be
downloaded at all.
Verifying your local security policy settings (Windows 2000 only)

The following procedure is applicable only to Windows 2000. If your client PC
runs any other operating system, the security policy does not affect the
downloading of controls, and you need not perform this procedure.

1 Click Start > Programs > Administrative Tools > Local Security Policy.
2 Click the plus sign (+) beside Local Policies.

3 Click the Security Options folder.
Result: A series of policies appears in the right pane.
4 In the right pane, scroll down to the Devices: Unsigned non-driver
installation behavior policy.
5 Under the Security Setting column, verify the current setting for this policy.
The possible values are:
Silently succeed—All controls are installed on the client PC without
any further warning windows, other than those resulting from the
settings you chose when configuring Internet Explorer.
Warn but allow installation—All controls are installed on the client PC,
but if any of the files within the CAB file being downloaded are not
signed, one or more warning windows appear, in addition to those
resulting from the settings you chose when configuring Internet
Explorer.
Do not allow installation—You cannot download and install unsigned
controls on the client PC, regardless of the settings you chose when
configuring Internet Explorer.

6 To change the setting that appears, right-click this policy, and select
Security from the menu.
Result: The Local Security Policy Setting window appears.
7 From the Local policy setting list, select the new policy setting (select
either Silently Succeed or Warn but allow installation, based on your
preference).
9 Close the Local Security Policy Setting window.
Automatically downloading controls

Nortel recommends that you configure Internet Explorer to enable or prompt
when downloading signed ActiveX Controls (see“Configuring Internet Explorer
6.0 or later on the client PC,” on page 269). When you configure the browser to
download signed ActiveX Controls, the control is automatically downloaded to
the client PC the first time the Contact Center Manager Administration
component in which you work requires it and you receive no notification from
the browser.
When the browser is configured to prompt, a dialog box appears the first time
Contact Center Manager Administration requires the control. This dialog box
displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box is displayed,

you must choose to accept the control before the system downloads the control
to the client PC. You receive a prompt to accept the control only the first time
that the Contact Center Manager Administration component in which you work
requires it.
For a list of the controls required by each component, see “Controls that are
downloaded to the client PC” on page 304.
Both regular Windows users and domain users who log on to client PCs running
Windows Server 2003, Windows XP, or Windows 2000 Professional must have
an ID that is part of the Power Users group on the client PC to successfully
download and install many of the controls required by Contact Center Manager
Administration. (If you install a release earlier than SU04, a user with
administrator privileges must first install client SOAP on the client PCs. If you
install SU04 or later, SOAP is not required.) For information about adding these
users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system. After a user with administrator privileges
successfully downloads the required controls to the client PC, users who are not
members of the Power Users group or users who do not have administrator
privileges can use all Contact Center Manager Administration components on
the client PC to which they have access.
Viewing the list of installed controls

To verify which controls are installed on the client PC and their version
numbers, you can use the Tools menu in Internet Explorer.

2 On the General tab, under the Temporary Internet files heading, click
Settings.
Result: The Settings dialog box appears.
3 Click View Objects.

Result: The Downloaded Program Files window appears, listing the
installed controls, the date they were installed, and their version numbers.
Controls downloaded using the ActiveX Controls.msi file do not appear in
the Internet Explorer Downloaded Program Files window.
Deleting controls
You can delete any of the controls from the list of installed controls on the client
PC. However, note that if Internet Explorer used the control, you may need to
close the browser and reopen it before the system lets you delete the control.

Permissions on the client PC and downloading controls

If your contact center security policy does not allow all users to log on to the
client PCs with administrator privileges, the automatic download process for the
Contact Center Manager Administration controls do not function. To install the
required controls on the client PCs, select one of the following options.
Log on to each client PC with administrator privileges, connect to the
Contact Center Manager Administration server, and automatically
download all required controls by opening all applicable components and
windows that require these controls.
For those users who have a central management tool in their network, such
as a Systems Management Server (SMS), Nortel bundled the required
controls into a single file called ActiveX Controls.msi. You can use the
SMS server to run this file and silently install all the required controls on all
the SMS clients, regardless of the level of user who logs on to the PC. For
information, see “Running the ActiveX Controls.msi file from an SMS
If you have no SMS server, a user with administrator privileges can launch
the ActiveX Controls.msi file on each client PC individually to install all
the required controls at once (without having to log on to Contact Center
Manager Administration). For information, see “Running the
ActiveX Controls.msi file on each client PC” on page 311.
Windows Server 2003, Windows XP, or Windows 2000 Professional must have
an ID that is part of the Power Users group on the client PC to successfully
download and install many of the controls required by Contact Center Manager
Administration. (If you install a release earlier than SU04, a user with
administrator privileges must first install client SOAP on the client PCs. If you
install SU04 or later, SOAP is not required.) For information about adding these
users to the Power Users group, consult Microsoft Windows Help in the
appropriate operating system.
Running the ActiveX Controls.msi file from an SMS server

Because installation procedures through an SMS system can vary from one
company to the next, the following procedure offers general guidelines only.
Follow your company guidelines to install the ActiveX Controls.msi file on the
SMS clients in your network.

In addition to using an SMS server, a system administrator can install this

package on client PCs within the same domain using the Windows Group
Policy. For details, see the documentation on the Microsoft Web site at
www.microsoft.com.
If you install Windows Vista on the client PCs, to push out the ActiveX
Controls.msi file to client PCs using an SMS server or Group Policy, you need
elevated administrator privileges.
Controls downloaded using the ActiveX Controls.msi file do not appear in the
Internet Explorer Downloaded Program Files window.
1 To configure the browser to enable initialize and script ActiveX Controls not
marked as safe, complete the procedures in Step 3. “Configure Internet
Explorer” on page 267.
2 Log on to the SMS server with administrator privileges.
3 Insert the Contact Center Manager installation DVD into the PC, and
navigate to x:\CCMA\Supplementary
SU\CCMA\ActiveXControls_<patchID> where <x> is the drive letter of
your DVD drive and <patchID> is the ID of the selected patch installed on
4 From the Contact Center Manager installation DVD, copy
ActiveX Controls.msi to the desired directory on the SMS server.
5 Double-click ActiveX Controls.msi to run the installation and install the
files on all SMS client PCs in your network.
Running the ActiveX Controls.msi file on each client PC

Complete this procedure to install all required controls on each client PC
individually. This procedure is useful if your company security policy prevents
agents from logging on to their PCs with administrator privileges. In this case,
an administrator can install all required controls by running the
ActiveX Controls.msi file on each PC.
2 Log on to the client PC with administrator privileges.

4 In the this directory, double-click ActiveX Controls.msi to begin the
installation.
Result: The Windows Installer window appears briefly, followed by the
welcome window.

5 Click Next.
6 Click Install.
Result: The program installs the files and the completed window appears.
7 Click Finish.
8 Perform this procedure on each client PC used to access the server and
run Contact Center Manager Administration.

Downloading more recent versions of controls

If required by Contact Center Manager Administration, Internet Explorer
automatically downloads a more recent version of the control than the version
that you originally installed. You can download more recent versions of the
controls without adversely affecting Contact Center Manager Administration
functionality. For information about viewing the version number of the controls
installed on the client PC, see “Viewing the list of installed controls” on page
308.
What is next?
Install and configure Agent Desktop Display. For details, see Section
C:“Configuring agent workstations,” on page 315.

Section C: Configuring agent

workstations
In this section
Step 10. Install and configure Agent Desktop Display 316

Step 10. Install and configure Agent Desktop

Display
Agent Desktop Display is a Windows-based tool that provides skillset

monitoring to Contact Center Manager Server agents. Agents or supervisors can
log on to Agent Desktop Display using their phoneset logon ID and view real-
time statistics for each skillset to which they belong.
The Agent Desktop Display tabular format appears as a window with several
columns. This window can be moved, minimized, resized, closed, or set to
always stay on top of the desktop like any standard Microsoft window.
The application continually verifies that the agent is logged on to the server in
Contact Center Manager Server by checking with the Contact Center Manager
Administration server once every minute. It also checks the list of skillsets that
are assigned to the logged-on agent once every 3 minutes and updates the
display accordingly.
If the client operating system is Windows Server 2003, Windows XP, or

Windows 2000, you must log on to the PC as a user with Administrator
privileges to install or upgrade Agent Desktop Display. This also applies if you
install the client portion of Agent Desktop Display on the Contact Center
For information about upgrading Agent Desktop Display from Release 4.0 to
4.5, see the Symposium Web Client Planning, Installation, and Administration
Guide for Release 4.5/SU05. For information about upgrading Agent Desktop
Display from Release 4.5 to 6.0 on Windows Server 2003, see Section
C:“Postupgrade tasks on the CCMA server” on page 821.

Versions of Agent Desktop Display and compatibility with Contact

Center Manager Administration
The following matrix shows Agent Desktop Display compatibility.
CCMA 6.0 and

Symposium Call CCMA 6.0 and CCMS
Center Server 5.0 6.0
Agent Desktop Display YES NO

4.5
Agent Desktop Display YES YES

6.0
Agent Desktop Display 6.0 connecting to Symposium Web Client

4.5
The Agent Desktop Display 6.0 client software is incompatible with the
Symposium Web Client 4.5 software that is installed on the Contact Center
Manager Administration server. After you upgrade the client PC from Agent
Desktop Display Release 4.5 to Release 6.0, you cannot use the Agent Desktop
Display component when the client PC connects to an Contact Center Manager
Administration server running Symposium Web Client 4.5.
Agent Desktop Display 4.5 connecting to Contact Center Manager

Administration 6.0
In some mixed network environments, you may want to continue to use Agent
Desktop Display 4.5 even if you upgrade to Contact Center Manager
Administration 6.0.
Agent Desktop Display Release 4.5 is compatible with a Contact Center

Manager Administration 6.0 server. However, Agent Desktop Display Release
4.5 is not compatible with Contact Center Manager Server 6.0.
When you use a client PC running Agent Desktop Display Release 4.5 to
connect to a Contact Center Manager Administration 6.0 server, a message
appears notifying you that there is a newer version of the client software
available and prompts you to upgrade the software to Release 6.0.

If you choose not to upgrade your Agent Desktop Display software, you can
continue to use Agent Desktop Display Release 4.5 with Symposium Web
Client 4.5 and Contact Center Manager Administration 6.0. However, you
cannot access any of the new Agent Desktop Display features that are only
available in Release 6.0. For information about upgrading Agent Desktop
Display, see Section C:“Postupgrade tasks on the CCMA server” on page 821.
If you use Agent Desktop Display on a client PC that connects to multiple

Contact Center Manager Administration servers, you must ensure that each
Contact Center Manager Administration server has the same version of Contact
Center Manager Administration installed.
To install and configure Agent Desktop Display on a client PC

For information about upgrading Agent Desktop Display, see Section
C:“Postupgrade tasks on the CCMA server” on page 821.
For information about installing Agent Desktop Display on the Contact Center
Manager Administration server, see “Installing and configuring Agent Desktop
Display on the Contact Center Manager Administration server,” on page 326.

Windows 2000, you must log on to the PC with administrator privileges to
install Agent Desktop Display. This requirement also applies if you install the
client portion of Agent Desktop Display on the Contact Center Manager
To install Agent Desktop Display on a client PC, run the setup program for the
client version of the program. You must configure the agent displays on each
client to connect to the Contact Center Manager Administration server and to the
server in Contact Center Manager Server after installation is complete.
You can use this procedure to install both the standard English version and the
multilanguage support version of the Agent Desktop Display client software.

Installing and configuring Agent Desktop Display on a client PC

The most up-to-date version of Agent Desktop Display setup.exe (including
recent patches and Service Updates) is available on the Contact Center Manager
Administration server at <install directory>:\Program Files\Nortel
Networks\WClient\Apps\ADD\ADD Client where <install directory> is the
directory where you install Contact Center Manager Administration
Depending on your network security policy, you can install the setup.exe file
directly on to the client PC or you can download the setup.exe file to a shared
network location and install the setup.exe from the shared network location.
You must perform these steps on each client PC requiring access to Agent
Desktop Display.
2 Browse to the shared network directory on the Contact Center Manager
Administration server at <install directory>: \Program Files\Nortel
Networks\WClient\Apps\ADD\ADD Client.
Result: The folder opens.
3 Double-click the setup.exe file.
Result: The Choose Setup Language dialog box appears.
4 From the list, choose the language in which to install or upgrade Agent
Desktop Display. You can choose from English, French, German,
Japanese, and Traditional Chinese.
If you connect to a co-resident server to use Agent Desktop Display, you
cannot use French or German. If the server also contains Communication
Control Toolkit, you can use English only.

5 Click OK.
Result: The system prepares for setup and the Welcome to the
InstallShield Wizard for Agent Desktop Displays window appears.
6 Click Next.
7 In the User name box, type a user name.

8 In the Organization box, type your Company name.

9 Under the Install this application for heading, Select the Anyone who
uses this computer (all users) option.
10 Click Next.
Result: The Setup Type dialog box appears.
11 To install all Agent Desktop Display components in the default directory,

select the Complete option. Proceed to step 18.
OR
To select which Agent Desktop Display components the system installs, to
change the default installation directory, or to confirm available hard disk
space, select the Custom option. Proceed to the next step.

12 Click Next.
Result: The Custom Setup dialog box appears.
13 To change the default directory path, click Change.

Result: The Change Current Destination Folder dialog box appears.
14 In the Folder name box, type the path to the directory and the directory
name, or navigate to the drive and directory in which you want to install the
program.

15 To return to the Custom Setup window, Click OK.

If you upgrade from a previous version of Agent Desktop Display, you
cannot choose the directory in which to install the software; you must install
the upgrade in the same folder in which the original software is installed.
16 To confirm your available hard disk space, click Space.
Result: The Disk Space Requirements window appears.
17 Review the available hard disk space and the amount of space required to
install the individual components, and then click OK to return to the
Custom Setup window.
The Disk Space Requirements window appears automatically if you
attempt to install Symposium Agent Desktop Display on a drive that does
not have enough free disk space.

18 Click Next.
19 Click Install.
Result: If an application is running on the client whose files must be
updated by the InstallShield, a Files in Use window appears. You must
close any applications listed in this window, and then click Retry.
Otherwise, the Installing Agent Desktop Display window appears and
installation begins. When installation is complete, the Server Configuration
dialog box appears.
If you upgrade from a previous version of Agent Desktop Display, the

Server Configuration window does not appear. Instead, the program uses
the IP addresses that you originally chose. To change these addresses,
after the client software is installed, use the Server Configuration window in
the application.

20 In the Contact Center Manager Administration: Active text box, type the
IP address or hostname of the active Contact Center Manager
21 In the Contact Center Manager Server: Active text box, type the IP
address or hostname of the active Contact Center Manager Server.
22 (Optional) If you install a standby Contact Center Manager Administration
server, in the Contact Center Manager Administration: Standby text
box, type the IP address or hostname of the standby Contact Center
23 (Optional) If you install a standby Contact Center Manager Server, in the
Contact Center Manager Server: Standby text box, type the IP address
or hostname of the standby Contact Center Manager Server.
specific network.
When you type the IP address of Contact Center Manager Server, if you
install Agent Desktop Display on a Terminal Services/Citrix server, all
agents who use Agent Desktop Display from this particular server must be
configured on the same server in Contact Center Manager Server.
24 Click Save.
Result: The InstallShield Wizard Completed window appears.

25 Click Finish.
Installing and configuring Agent Desktop Display on the Contact

The procedure to install Agent Desktop Display on the Contact Center Manager
Administration server is the same as the procedure to install Agent Desktop
Display on the client PC. For details, see “Installing and configuring Agent
Desktop Display on a client PC,” on page 319.
Additionally, if you install Agent Desktop Displays on a Contact Center

Manager Administration server that uses proxy settings for Internet Explorer,
ensure that the proxy settings exceptions list includes the full computer name
and IP address of the Contact Center Manager Administration server for Agent
Desktop Displays to function.
Configuring proxy settings exceptions list with Contact Center

Manager Administration server name and IP address
1 On Internet Explorer, click Tools > Internet Options.
2 On the Connections tab, click LAN Settings.
Result: The Local Area Network (LAN) Settings dialog box appears.
3 In the Proxy server section of the Local Area Network (LAN) Settings
window, select Advanced.
Result: The Proxy Settings dialog box appears.
4 In the Exceptions section of the Proxy Settings window, enter the full
computer name of the Contact Center Manager Administration server and
the Contact Center Manager Administration IP address.
To determine the full computer name of the Contact Center Manager
Administration server, click My Computer > Properties > Network
Identification.
5 Click OK.

Installing Simple Object Access Protocol on the Agent Desktop

Display client PC (Contact Center Manager Administration server has
Windows Server 2003)
If you install SU04 or later, SOAP is not required on the client PC.
Before you can use Agent Desktop Display Release 6.0, the client PC must
install the client SOAP 3.0 software (clientSOAP.msi). When the Contact
Center Manager Administration server is running Windows Server 2003, and
you upgrade the client PC to Release 6.0 of the Agent Desktop Display software,
you must manually install the SOAP software on each client PC (if the PC does
not already contain this software).
You must log on to the client PC with administrator privileges to complete the
installation of the client SOAP software.
For details about the installation procedure for the client SOAP 3.0 software, see
Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.
To configure multiple language support in Agent Desktop Display

To work in multiple languages in Agent Desktop Display (ADD), first install the
ADD server software as a normal English installation on the client PC. (The
server software contains the translated language components.) Then you must
install the client portion of the ADD software on each client PC that launches
Agent Desktop Display. For more information about installing the client
software, see “To install and configure Agent Desktop Display on a client PC,”
on page 318.
When the Contact Center Manager Administration server is running Windows

Server 2003, you can only use the Agent Desktop Display 6.0 version of the
client software to view the Agent Desktop Display. Previous versions of the
Agent Desktop Display client software are incompatible with Contact Center
Manager Administration when it is installed on a Contact Center Manager
Administration server that is running Windows Server 2003.

To change the language in which you view displays

To change the language in which you view the displays, log on to Agent
Desktop Display, and then right-click the display. A series of languages appears
in a menu, enabling you to choose the language in which you want to work. The
languages available are only those for which there are localized strings installed.
These languages must also belong to the same language family as the operating
system of the client PC on which you install Agent Desktop Display. For
example, if you install the ADD client software on a PC that is running the
French version of the Windows operating system, multilingual agents who share
this same PC can switch from French to English or German by choosing the
language from the menu. These languages belong to the same language family
as French and, therefore, the translated versions of ADD are included in the
ADD client installation.
If you upgrade ADD, any localization upgrades are implemented as part of the
normal upgrade procedure.

Chapter 5
Migrating Classic Client
In this chapter
Overview 330
Migrating Filters 333
Migrating historical reports 335
Migrating real-time displays 350
Migrating graphical real-time displays (GRTD) 356
Migrating agent-skillset and agent-supervisor scheduled assignments 366
Migrating user types 371
Migrating NCC routing table scheduled assignments 373
Removing associated supervisors 376

Migrating Classic Client Standard 10.15
Overview
This chapter describes how to migrate the following Classic Client data to
Filters
Historical reports
Real-time displays
Graphical real-time displays
Agent-skillset and agent-supervisor scheduled assignments
User types
Network Control Center (NCC) routing table scheduled assignments
This chapter also describes how to remove associated supervisors from Classic
Client.
The procedures in this chapter are required only if you use Symposium Call
Center Server 5.0 administered by at least one Classic Client and plan to
upgrade your Symposium Call Center Server 5.0 to Contact Center Manager
Server 6.0.
Because Contact Center Manager Server 6.0 does not support Classic Client, if
you use Classic Client to administer your Symposium Call Center Server, you
must migrate your Classic Client data to Contact Center Manager
Administration 6.0.
If you are a new user to Contact Center Manager Administration 6.0 and Contact
Center Manager Server and have no Classic Clients in your network, you need
not perform the procedures in this chapter.

December 2007 Migrating Classic Client
Migration checklist
Classic Client Migration checklist ✓

Read the documentation for performing a migration. ❏
Gather the materials required for the migration. ❏
Migrate data from Classic Client to Contact Center Manager ❏
Administration.
Filters
Migrate filters ❏
Historical reports
Locate scheduled reports ❏

Migrate or reimport reports ❏
Reschedule reports ❏
Delete reports from Classic Client ❏
Real-time displays
Migrate real-time displays ❏

Migrate graphical real-time displays ❏

Migrate scheduled assignments ❏

Delete assignments from Classic Client ❏
User types

Migrate user types as required: desktop, desktop supervisor, desktop ❏

supervisor agent, supervisor, agent, supervisor agent

Remove associated supervisors from Classic Client ❏

Migrating Filters
With the filters feature, you can select the sites and resources to be included in a
network-consolidated report. After you create and save a filter, you can apply it
to both standard and private network-consolidated historical reports to view only
the information that you specify in the generated report. When you connect to a
Contact Center Manager Server and open a network-consolidated report, the
Selection Criteria area includes a list of the available network sites and any
available filters that you define and save.
You can use filters migrated from the Classic Client in Contact Center Manager
Administration. While each of the Classic Client filters contains only one type
of data – either skillsets, applications, route numbers, route names, Dialed
Number Identification Service (DNIS) numbers, or DNIS names – you can add
different types of data to these filters after you import them into Contact Center
Manager Administration by using the filters tabs in Historical Reporting.
With the Filter Set Upgrade Tool, you can reuse existing Classic Client filters.
Use the tool to:
retrieve the existing filter information from the Network Control Center
master database (MDB).
reformat and save filters in the Active Directory.
Migrating filters
1 Access the Filter Set Upgrade Tool at \\Nortel
Networks\WClient\Apps\Reporting\Historical\dll\Rptsets.exe.
Only the administrator or the webadmin user use this tool.
2 In the Path of NCC Database box, type the path of the Network Control
Center filter (database file).
OR

Click the browse button to search for the file, and then select the
appropriate file.
Result: The Path of NCC Database field is populated.
3 Click Save Data.

Result: The filter is now reformatted and saved to the Active Directory.
4 Click Close.

Migrating historical reports
Historical reports are stored differently in Contact Center Manager

Administration and Classic Client.
Classic Client
Classic Client:
stores all user-defined and user-created reports on supervisors’ PCs running
Classic Client or on a network PC designated by supervisor
stores and controls all schedules on the Symposium Call Center Server.
These schedules trigger the running of reports on the Classic Client
Contact Center Manager Administration

stores all custom reports on the Contact Center Manager Administration
server
stores and controls the schedules for the reports
You must migrate user-created reports and user-defined reports from Classic
Client to Contact Center Manager Administration.
User-created reports
User-created reports are customer report templates created with Crystal Reports
and imported into Classic Client. User-created reports and their schedules can be
migrated from the Classic Client if they were created using Crystal Reports
software (version 9.0 or earlier). You can migrate the following types of user-
created reports: Historical, Configuration, and Parameterized reports.
User-defined reports
User-defined reports are user reports saved from the standard Classic Client
reports, such as the Agent Performance report. Contact Center Manager
Administration also provides the same set of standard reports. Migrating user-
defined reports involves re-creating the report manually using the same
standard template that exists on Contact Center Manager Administration,
specifying the same criteria, and saving it.

You cannot migrate user-created reports if they were created with any other
ODBC or Structured Query Language (SQL) compliant writer. These reports
must be recreated in Contact Center Manager Administration.
If the user-created reports were created with an earlier version of Crystal

Reports 9.0, test the reports for compatibility with Contact Center Manager
Administration before deleting them in Classic Client.
In Contact Center Manager Administration, historical reports can be shared

using report groups. Consider using this feature as it can reduce the number of
reports required to be imported.
If your reports are scheduled reports, you must schedule each report in Contact
Center Manager Administration and remove the schedule from the Symposium
Server through the Classic Client. If the schedule is not removed from the
Symposium Call Center Server, the report runs twice if the Classic Client is
installed and the report listener is running.
Migrating user-created reports

To migrate user-created reports, you must complete the following tasks:
1. Create a shared directory on the client PC or on a network PC to store user-
created templates for the users.
2. On each Classic Client, find the user-created reports and note the path of
the directory where each file is stored. For information about finding user-
created reports, see “Finding user-created reports in Classic Client” on page
337.
3. Copy each .rpt file to the shared directory that you created.
4. Log on to Contact Center Manager Administration and import each user-
created report. For details about importing reports, see “Importing user-
created reports into Contact Center Manager Administration” on page 338.
5. If the report is a scheduled report, schedule the report in Contact Center
Manager Administration. For details, see “Schedule reports” on page 343.
6. If the report is a scheduled report, delete the scheduled report from Classic
Client after you schedule the report in Contact Center Manager
Administration. For details, see “Deleting a report schedule from Classic

7. Delete the user-created report from the Symposium Call Center Server. For
details, see “Deleting user-defined or user-created reports from Classic
Migrating user-defined reports

To migrate user-defined reports, you must complete the following tasks:
1. On each Classic Client, find the user-defined reports and note the selection
criteria for each report. For information about finding user-defined reports,
see “Finding user-defined reports in Classic Client” on page 342.
2. Log on to Contact Center Manager Administration, find the corresponding
standard report (for example, the Agent Performance report) and enter the
same selection criteria for each report and save the report. For information,
see “Defining user-defined reports in Contact Center Manager
Manager Administration. For information, see “Schedule reports” on page
343.
Administration. For information, see “Deleting a report schedule from
Classic Client” on page 348.
5. Delete the user-defined report from the Symposium Call Center Server. For
information, “Deleting user-defined or user-created reports from Classic
Finding user-created reports in Classic Client

On each supervisor machine, perform the following steps:
1 Log on to the Classic Client as the supervisor.
2 Expand the Reports & Displays tab.
3 Open the Reports application.
4 Under the Types folder, check for any reports that are user created by
looking at the Types column. Right-click on each user-created report and
note the path to the location where the file is stored.

Importing user-created reports into Contact Center Manager

Administration
1 From the Contact Center Manager Administration Launchpad, click on
Historical Reporting.
Result: The Historical Reporting window appears.

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Ottawa server).
Result: The server expands to reveal a choice between public, private, and
any group folders created.

3 On the menu, click Report > Import.

Result: The Template Importing Wizard appears.
4 Click Next.
5 (Optional) Select the Synchronize report template from the network
drive check box.
If this box is selected at the time of import, the Contact Center Manager
Administration server synchronizes the user-created reports from the
source network drive every time you modify the report using Crystal
Reports on the network drive. This means if you modify your source report
template on the network drive/PC, you do not need to import the report to

To use this option, ensure the network PC is preconfigured to use it. For
information, see the Contact Center Manager Administration Installation
and Maintenance Guide or contact your administrator.
6 Enter the network path of the report template as follows: \\NetworkPC

name\shared folder name\report templatename.rpt
Result: The CCMA application saves the network path of the template
(TemplatePath) and last modified date (LastModified) of the report template
file.
Contact Center Manager Administration server uses TemplatePath and
LastModified data to copy the report template from the network drive to the
Contact Center Manager Administration server (if report template is
modified on the network drive after import).
7 Enter the template name.
8 From the Report is based on the following data list, select one of the
following: Historical, Configuration, or Parameters.
To import a historical report, enter the database alias. This is the database
view name for the SQL query.
Call-by-call reports take much longer to generate than do reports that
collect other types of data.
9 Enter the timestamp field (if the timestamp field is not in the correct format,
the report does not run).
10 Select the Report Data Range option. The choices are Interval, Daily,
Weekly, and Monthly.
11 Click Next.

12 Click Finish.
Result: The report is added to the list in the Reports window.
If you select the Configuration option, you need not specify an alias.
To determine the alias of a database, open the report in Crystal Reports
and choose Database > Set Alias.
The Timestamp field is not required for a configuration report.
For more information about importing reports, see to the Contact Center
Manager Administration online Help.
Finding user-defined reports in Classic Client

4 Under the Types folder, look for any reports that are user defined.
5 Open each user-defined report and note the selection criteria.
Defining user-defined reports in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration using the user logon
name provided by your administrator.
2 Open the Historical Reporting component.
3 Click on the required Contact Center Manager Server.
4 Open up the equivalent standard report, and enter the same selection
criteria.
5 Save the report as a private report or to a shared report group and
schedule it.
Locating scheduled reports in Classic Client

Because you can store reports on individual PCs or on the network, it is
important to locate the reports and make note of each report location or network
path prior to migrating it. To see all of the current scheduled reports prior to
migration, use Scheduler in Classic Client. This tool shows all currently
scheduled reports.

1 Log on to the server using Classic Client.

2 Select System Administration.
3 Select System Configuration.
4 Double-click Scheduler.
Result: All of the reports currently scheduled are displayed. Make note of
the reports and their schedules for migration.
Schedule reports
For more information about scheduling reports, see the Contact Center Manager
Supervisor’s Guide.

Defining the report schedule

1 From the Time zone list, select the time zone in which to run or schedule
your report.
ATTENTION
The schedule time that you specify is based on the time
zone that you choose. However, the system translates
the schedule time that you enter to the time zone in
which the Contact Center Manager Administration
server is located. The report is generated at the time
and in the time zone you specify, but the timestamp at
the bottom of the generated report reflects the Contact
Center Manager Administration server time. For more
information about time zones, see the Supervisor’s
Reference Guide for Symposium Web Client 4.5. This
document is posted on the Web site www.nortel.com.
2 In the Schedule area, clear the Not Scheduled check box.

Result: The schedule boxes appear.
3 Select the check boxes that correspond to the type of data range you want.
You can select or enter information in the following boxes.
Schedule boxes available for Interval data range
During the period from X to Y—Select to schedule an interval report to be
generated at regular intervals within a defined time range every day, every
business day, on selected days of the week, or on specific dates. For
example, select this option to generate a report every 15 minutes between
9:00 a.m. and 5:00 p.m. every Wednesday and Sunday. Then enter the
times in the boxes.
On X at Y weekly—Select to generate an interval report on a particular
day, at a particular time every week. For example, click this button to
generate a report every Monday morning at 9:00 a.m.
At X every day/specific days of the week/specific dates—Select to
generate an interval report at a specific time every day, or on specific days
of the week, or on specific dates. For example, click this button to generate
a report at 9:00 a.m. on the first day and 30th day of every month.
Schedule boxes available for Daily data range

At X today/every day/days of the week/specific dates—Specify the time

at which you want to generate a daily report. For example, you can choose
to generate your daily report at 9:00 a.m., Monday through Friday.
Schedule boxes available for Weekly data range
At X this week/every week—Specify the time and day at which you want
to generate a weekly report, either this week, or every week. For example,
you can specify that you want to generate a weekly report at 10:00 a.m.
every Tuesday.
At X on specific dates—Specify the time and dates on which you want to
generate a weekly report. For example, you can specify that you want to
generate a weekly report at 10:00 a.m. on the 15th of every month.
Schedule boxes available for Monthly data range
On the X in Y at Z—Select to schedule a monthly report to run on a
specific day and month, at a specific time. You can also choose to run the
report every month. For example, you can run a monthly report on the third
Sunday every month at 12:00 p.m.
On day X at Y—Select to schedule a monthly report to run on a specific
date during a specific month, at a specific time. You can also choose to run
the report every month.
On specific dates at X—Select to schedule a monthly report to run on
specific dates during specific months, at a specific time. For example, you
can run a monthly report on the 15th of every second month at 12:00 p.m.
4 Continue with the procedure “Defining output options” on page 345.
Defining output options

After you set up the report schedule, define the way the system generates it. You
can specify whether you want to print the scheduled report when it is generated
or save it as a file, or both. If you choose to print the report, you can select the
paper size.
You can also specify one or more e-mail addresses to which the system can send
notification that the system successfully generated the report or that problems
occurred preventing the system from generating the report. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure that you can use to repair the problem and generate the report again.

If you choose to print the report to a file, you must specify a shared folder to
which the Contact Center Manager Administration server sends the output file.
This folder can be on your computer, on another computer in the network, or on
the Contact Center Manager Administration server. If the folder that you specify
is on a computer other than the Contact Center Manager Administration server,
the computer must be within the same domain as the Contact Center Manager
To send a scheduled report to a printer, ensure that you configure a default

printer on the Contact Center Manager Administration server. If you define no
default printer, you can send reports only to a file.
1 Select the print check box or the output to file check box, or both.
2 To print the report:
from the Printer list, select the printer to which you want to print the
scheduled report.
From the Paper Size list, select the appropriate paper size for the
printed report.
3 To send the report to a file, in the Output box, type the path to the shared
output folder. The path must have the format \\[computer name]\[shared
folder name]\[file name], without the file extension.
Example: To send the Agent Performance report, agent, to the shared
folder, reports, on the Contact Center Manager Administration server,
appsvr, in the Output box, type \\appsvr\reports\agent.
4 To save the report with a different name each time it is generated, select
the Save file under different name each time check box. If you leave this
check box clear, the system overwrites previously generated reports with
the updated versions every time a report is generated.
5 From the Format list, select the export file format to use.
6 Select the Send notification e-mail to check box to receive notification
from the system when the report was generated.
7 Enter one or more e-mail addresses in the box. You can type a maximum of
255 characters in the box with each e-mail address separated by a semi-
colon (;).
8 Click Submit.
Result: The report is saved.

9 Click Activate.
Result: The report schedule is activated.
Activating a report
You can activate a report schedule in two ways:
Click Activate in the Report Properties window after you schedule a new
report and click Submit, or after you modify an existing report schedule and
click Submit.
Click Activate in the Scheduled Events window. For step-by-step
instructions, see the following procedure.
1 On the system tree, click Scheduled Events.
Result: The Scheduled Events window appears, listing all the scheduled
reports on all servers in your network.
2 Select the report that you want to activate.
3 Click Activate.
Deactivating a report
You can deactivate a report schedule in two ways:
Click Deactivate in the Report Properties window when you view the
properties of a scheduled report.
Click Deactivate in the Scheduled Events window. For step-by-step
instructions, see the following the procedure.
2 Select the report that you want to deactivate.
3 Click Deactivate.
Result: The report schedule is deactivated.

Deleting a report schedule from Classic Client

Result: All of the reports currently scheduled are displayed.
5 From within Scheduler, right-click the schedule.

6 Select Delete.
Result: The schedule is deleted.
Deleting user-defined or user-created reports from Classic Client

You must delete scheduled assignments and running of reports from the
Symposium Call Center Server through the Classic Client or the Server Utility
before removing Classic Client to avoid schedule conflicts.
From the system tree, select the report and choose Report > Delete.
If the report schedule is active, you must deactivate it before you can delete the
report.

Migrating real-time displays
This section describes how to migrate real-time displays from Classic Client to
Classic Client—Stores custom real-time display formats on the PCs running

Classic Client.
Contact Center Manager Administration—Stores custom real-time display

formats on the Contact Center Manager Administration server and requires that
you recreate custom real-time displays in Contact Center Manager
Administration.
Contact Center Manager Administration supports public real-time displays. If

many users use the same real-time display, it needs to be recreated once only as
a public display format.

1 Log on to the server using the Classic Client.
2 Expand Reports & Displays.

3 Double-click Real-Time Displays.

Result: The Real-Time Displays window appears.
4 Under Display Type, note the type of each display.

5 Right-click on each display and select Properties.
Result: The Real-Time Display Properties dialog box appears.
6 Under the General tab, note the Refresh Rate and the View Mode.
7 Under the Column tab, note the following:
columns listed under Column headings as they appear in real-time
display
formulas listed for each column in the Formula field

configuration settings listed under Selected Column

9 Select Real-Time Reporting on the Launchpad.
10 Select the required server in the server tree.

11 Create new displays of the same type that you noted from Classic Client.

12 Under the Properties tab for each display, configure the properties for the
new display using the information from Classic Client.

13 Under the Columns tab for each display, configure the columns for the new
display using the information from Classic Client.
Note: The mechanism to create displays in Classic Client differs from that
in Contact Center Manager Administration. This may mean that you are not
able to recreate the displays in Contact Center Manager Administration
exactly as they are configured in Classic Client.

Migrating graphical real-time displays (GRTD)
To migrate graphical real-time displays from Classic Client to Contact Center

Manager Administration 6.0, you must note the configuration parameters for
each graphical real-time display in Classic Client and then manually recreate the
displays in Contact Center Manager Administration.
Time charts are not available in Contact Center Manager Administration.
You can create connections after the supervisor creates all their constituent
displays.
Migrating application and skillset billboards

Perform the following steps on each supervisor machine that has Graphical
Real-Time displays installed.
1 On the Classic Client, log on to Graphical Real-time Displays as the
supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center
Manager Administration and click Properties.
Result: The Data Window Properties dialog box appears.

3 Click the Data Display tab.

Result: The Data Display page appears.
4 Note the Data Display parameters of this billboard.

5 Click the Data Action tab.

Result: The Data Action page appears.
6 Note the Data Action parameters of this billboard, in particular, note the
threshold parameters.
7 Close all windows on the Classic Client.
8 Log on to Contact Center Manager Administration using the supervisor
user ID and password.

9 From the Launchpad, select Real-Time Reporting.

Result: The Real-Time Reporting window appears.
10 From the menu, select Displays > Add Graphical Display.

Result: The New Graphical Display window appears.

11 In the Name box, type the name of the new graphical display. This is the
name that appears in the system tree.
12 From the server list, select the server on which you want to create the
graphical display.
You cannot create agent maps or IVR graphical displays on the Network
Control Center (NCC) server.
13 In the Element Type area, select the element type that corresponds to the
type of graphical display that you want to create.
Element Type Presentation
Agent Agent Map
Application Billboard, Chart
IVR Billboard, Chart
Agent Position Count Billboard, Chart
All Private Collection
All Private Billboard Collection
All Public Collection
All Public Billboard Collection
14 In the Presentation area, select the type of graphical display that you want
to create.
The type of chart or billboard you can create varies according to the
selection that you made in the Element type area. For a description of the
different types of charts and billboards consult the Contact Center Manager
Administration online Help.
15 Click Edit Properties to configure the graphical display.
Result: The corresponding properties window appears.
16 Configure the display settings to match the display settings of the graphical
real-time display in Classic Client.
For more information about configuring display settings, see the Contact
Center Manager Administration online Help.

17 Repeat this procedure for each of the application and skillset billboards that
you want to migrate to Contact Center Manager Administration.
Migrating application and skillset charts

supervisor.
2 Right-click on the chart that you want to recreate in Contact Center
4 Note the Data Display parameters of this chart, in particular, note the chart
type.


6 Note the Data Action parameters of this chart, in particular, the threshold
parameters.




12 From the Server list, select the server on which to create the graphical
display.
Agent Agent Map
to create.

17 Repeat this procedure for each of the application and skillset charts to
migrate to Contact Center Manager Administration.

Migrating agent-skillset and agent-supervisor

scheduled assignments
Set up the schedules of agent-to-skillset and agent-to-supervisor assignments

after migrating them from Classic Client to Contact Center Manager
Administration.
Classic Client:
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.

Stores assignments in the Contact Center Manager Server (Symposium Call
Center Server) database.
Stores and controls schedules on Contact Center Manager Administration
Contact Center Manager Administration server. Contact Center Manager
Administration uses the Window Task Scheduler, which is part of the
Contact Center Manager Administration server operating system, to
schedule assignments.
Open and schedule each assignment through the Contact Center Manager
Administration component in Contact Center Manager Administration.
After scheduling the assignment in Contact Center Manager Administration,

delete the schedule from Classic Client. If you do not delete the schedule from
Classic Client, the assignment runs twice.
ATTENTION
Ensure that all the schedules are removed prior to
upgrading to Contact Center Manager Administration.
Migrating agent-skillset and agent-supervisor scheduled

assignments
2 Select Assignments.

3 Double-click Agent to Skillset Assignments or Agent to Supervisor

Assignments.

4 Right-click each assignment and select Edit Schedule.
Result: The schedule information appears.
5 Note the schedule information.

7 Select Contact Center Management on the Launchpad.
8 From the View menu select Assignments.

9 Select the server in the server tree.

10 Click on the Agent Skillset Assignments folder or Agent Supervisor
Assignments folder.
11 Select each assignment.
Result: The schedule information appears in the Save/Schedule

Assignments section.

12 Enter the schedule data in the Save/Schedule Assignments section.
13 Click the Schedule button.

Result: Assignment schedules are saved.
Deleting agent-skillset and agent-supervisor scheduled

assignments
Assignments.
5 Update the schedule to Not Scheduled.
6 Click Save.

Migrating user types
With Classic Client, you could create six types of users of which only the first
three could access the Classic Client.
Desktop user—Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.
Desktop Supervisor user—A supervisor in the contact center, supervising

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.
Desktop Supervisor Agent user—A supervisor in the contact center,

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, can perform certain actions within the
Classic Client.
Supervisor user—A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client.
Agent user—Assigned to a skillset used to take calls within the contact center.
Supervisor Agent user—A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client. Assigned to a skillset
used to take calls within the contact center.
The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you see all six types of users. When migrating from Classic
Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.
Migrating Desktop users

No action is required.
The Desktop user type is available in Server Utility. Sysadmin can log on to the
Server Utility to administer this user (for example, to change the password).
Migrating Desktop Supervisor users

This user type is no longer required in the Server Utility.

1 If the user type has Desktop capabilities, these are cleared.

2 You must associate a Contact Center Manager Administration user ID and
password with this user in Contact Center Manager Administration.
Migrating Desktop Supervisor Agent users

Migrating Supervisor users

Migrating Agent users

Migrating Supervisor Agent users


Migrating NCC routing table scheduled

assignments
This section describes how to migrate scheduled assignments from Classic

Client to Contact Center Manager Administration and how to delete scheduled
assignments from Classic Client.
Migrating scheduled assignments

1 Log on to the Network Control Center using Classic Client.
2 Select Network Administration.
3 Double-click Table Routing Assignments.

Result: The Table Routing Assignment list appears.
4 Right-click each assignment.

5 Select Edit Schedule.

Result: The schedule information for each assignment appears.
6 If the Routing Table Assignment is scheduled, note the schedule

information.
8 Select Configuration Component on the Launchpad.
9 Select Network Control Center Server in the server tree.
10 Expand the Sites node by clicking the plus sign (+).
12 Expand Assignments by clicking the plus sign (+).


Result: Assignment information appears in the right-hand pane.
14 Enter the schedule information under Save/Schedule Routing Table
Assignments using the information noted in Step 6.
15 Click Schedule.
Result: Assignment is rescheduled.
16 Repeat for each Assignment.
Deleting assignments from Classic Client

7 Click Save.

Removing associated supervisors
In Contact Center Manager Administration 6.0, the partitions feature replaces

the Classic Client concept of associated supervisors. If you migrate from Classic
Client to Contact Center Manager Administration, the associated supervisors
may block a deletion of a supervisor. For this reason, Nortel recommends that
you remove associated supervisors from Classic Client when migrating to
If you do not perform this step, Contact Center Manager Administration

removes the secondary supervisor assignment when the supervisor is deleted.
Removing associated supervisors from Classic Client

2 Select User Administration.
3 Double-click Users.
Result: A list of all users appears.
4 Right-click on the name of a user whose associated supervisors you want
to remove.
5 Select Properties from the resulting menu.
Result: The User Properties dialog box appears.
6 Select the Supervisor tab.
7 In the Associated Supervisors window, select all the listed supervisors.
8 Click Remove.
9 Click Save.

Chapter 6
How to install and configure the

replicating server (optional)
In this chapter
Overview 378
Section A: Prepare the replicating server for the installation 381
Section B: Install the software on the replicating server 421
Section C: Postinstallation on the replicating CCMA server 461

How to install and configure the replicating server (optional) Standard 10.15
Overview
This chapter describes how to install and configure a replicating Contact Center
Manager Administration server. A replicating server is an optional part of a
Contact Center Manager Administration resiliency strategy and requires a
second Contact Center Manager Administration server. To learn more about the
requirements and advantages of replication, see “Install primary and replicating
CCMA servers” on page 53 and Chapter 14, “Resiliency (backup, restore, and
disaster recovery).”
The procedures in this chapter are optional. If you do not plan to install a
replicating server at this time, you can proceed to Chapter 4, “Configuring the
client PC and agent workstations.”
Before performing the procedures in this chapter, you must install a primary
Contact Center Manager Administration server by following the procedures in
Chapter 3, “Install the software on the primary server.”
Replication is possible only when the primary server and the replicating servers
are members of the same domain. If you installed your primary server as a
workgroup, you must change the primary server to a domain before you can
install a replicating server.
If you reinstall Contact Center Manager Administration, or if you upgrade from

an earlier version of Symposium Web Client, you must follow a different series
of steps. For information, see Chapter 7, “Upgrading.”
This chapter includes the following information:

Section A:“Prepare the replicating server for the installation,” on page 381.
Section B:“Install the software on the replicating server,” on page 421.
Section C:“Postinstallation on the replicating CCMA server,” on page 461

December 2007 How to install and configure the replicating server (optional)
This chapter does not include the steps to install and configure Windows Server
2003 Enterprise or Standard edition on the Contact Center Manager
Administration server. Nortel recommends that you read the Contact Center
Configuration Guide to obtain important information about the configuration
requirements on the Contact Center Manager Administration server before
proceeding with the tasks in this chapter.
Nortel also recommends that you consult the Contact Center Planning and
Engineering Guide and the Contact Center Installer’s Roadmap before
completing the procedures in this guide.
Timing
software installation.
hours. For details, see the Contact Center Manager Administration
Ram: 1.0 GB


Section A: Prepare the replicating server

for the installation
In this section


Required Installation Information checklist. This checklist is found in the
Contact Center Installer’s Roadmap and contains important information that
Before you perform an installation, check for any Installation Addenda or



tool
page 385. If a previous version of pcAnywhere is installed on the Contact Center
Manager Administration server, consult the Symantec Web site


configurations:


resident)






version 11.5.
CAUTION

.


Administrator.
3 If autorun starts and you click Install, or if you clicked the setup.exe file on
the CD, the Terminal Server Install Failure dialog box appears. This

occurs because Terminal Services must be in Install Mode before you can
install an application.

window.
7 Click Next.
8 Click Next.
10 Click Next.
13 Accept the default location for installing the software, or click Change to

15 Click Install.
Result: The program installs the software and the LiveUpdate window
appears.
16 Click Next.
17 Click Finish when it is done.
18 When the wizard prompts you to register pcAnywhere, click Skip.
Result: A message box appears asking you to confirm your choice.
19 Click Yes.

1 Log on to Windows as Administrator
2 To ensure optimum speed when using pcAnywhere, before starting the
program, configure the Active Desktop settings on the server as follows:
a. Right-click anywhere on the server desktop.
b. On the menu, select Active Desktop.
c. On this menu, ensure that Show Web Content is not selected.
ATTENTION
If the following message “pcAnywhere detected and fixed
a display driver problem. Restart your computer to allow
the change to take effect.” appears, it indicates that your
video driver is incompatible with pcAnywhere. You must
uninstall pcAnywhere, update your video driver, and then
reinstall pcAnywhere.




installation. In this case, you do not need to follow the instructions in this
section.
If, during the pcAnywhere configuration, you get a message indicating that you
do not have the rights to modify a setting or create a new caller, use the
files.

1 Exit pcAnywhere.
Tip: This procedure requires you to browse to a hidden directory. To view
hidden directories, follow these steps:
a. Open My Computer.
b. Choose Tools > Folder Options.
c. Click the View tab.
d. Scroll down until you see Show Hidden Files and Folders, and select
this option.
e. Click OK.
2 In Windows Explorer, navigate to C:\Documents and Settings\All
Users\Application Data\Symantec\pcAnywhere where C is the drive on
which pcAnywhere is installed.
Result: The pcAnywhere Properties dialog box appears.


7 To grant administrators full access to the pcAnywhere folder, in the
Permissions box, ensure that the Allow check box is selected for Full
Control.

If the system asks you to register pcAnywhere, click Skip, and then choose
Yes when asked to confirm.
Result: The Hosts option on the pcAnywhere manager pane is selected.

4 Select File > New > Item > Use Wizard.

Result: The Host Setup Wizard dialog box appears.
5 From the Connection type for this host box, select your modem (if you
connection).

7 Click Next.
Result: The following Wizard dialog box appears:
8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.

11 Click Add.
Result: The Identification dialog box appears.

15 Click OK.
Properties.


22 Click the Superuser option button.
23 Click OK to save your changes and close the Caller Properties window.
25 Under Login Options, ensure that Limit login attempts per call and Limit
time to complete login are selected and set to 3. Ensure that the Session
options are set to Host and Remote, and the Encryption Level is set to
None.

26 Click the Conference tab.
27 Ensure that Enable conferencing and Obtain IP address automatically

are selected.
29 Click the Protect Item tab to assign a password to control who can modify
the Network icon settings. Otherwise, skip to the next step.
ATTENTION
If you select the Required to modify properties option
on the Protect Item page, you must enter the password
each time a setting is changed. Record the password and
keep a copy of it in a safe place. If you forget the
password, you cannot change any settings.


If you type NGenDesign for the logon name of the second caller account,
you can use the same NGenDesign password that is used in Contact
Center Manager Server, or you can use a password of your choice.


access tool
If pcAnywhere 11.5 is installed on your server, you need not enable Microsoft

Desktop Connection is installed, but not enabled. For information, see “Enabling
Microsoft Remote Desktop Connection for Administration,” on page 397.

Administration server (that is, a direct modem connection is not supported). You
have two options for establishing a TCP/IP network connection:
(recommended)


1 On the server, click Start >Control Panel > System.
Result: The System Properties Window appears.
3 On the Remote page, select Enable Remote Desktop on this computer.
4 Click OK.

Administration, see Microsoft documentation at www.microsoft.com.

Step 3. Install Sybase Open Client version 12.5

already installed and you can skip this step. Likewise, you need not verify the
version of Sybase that is installed, nor do you need to update the Sybase 12.5
ODBC driver. In this case, you can proceed directly to Step 4. “Install the
Crystal Enterprise 10 Embedded software” on page 410.


Administration server, you can perform an upgrade to Sybase version 12.5 using
the following procedure. If you have a version of Sybase earlier than 12.0
installed on the Contact Center Manager Administration server, you must
uninstall it before you install version 12.5. For information about uninstalling
the software, see the documentation posted on the Sybase Web site at
www.sybase.com.
Open Client driver. For information, see “To update the Sybase ODBC driver,”
on page 405.
Verifying the version of Sybase Open Client that is already installed

If the server has Sybase Open Client installed, perform the following procedure
to verify the version of the software before upgrading to Sybase Open Client
12.5:




4 In the System variables box, locate the Sybase software entries. For
example, if Sybase Open Client version 12.0 is installed on the server, the
list appears as SYBASE_OCS: OCS_12_0, and for Sybase Open Client
version 12.5, the list appears as SYBASE_OCS: OCS_12_5.
version 12.5 is installed and you can skip to Step 4. “Install the Crystal
Enterprise 10 Embedded software,” on page 410. If you do not see a
Sybase software entry, or if the list appears as SYBASE_OCS: OCS_12_0,
you must install Sybase Open Client version 12.5 by following the
procedure “Installing Sybase Open Client version 12.5 or upgrade from
version 12.0,” on page 401.
Contact Center Manager Administration functions only with Sybase Open

Client 12.5. If the Contact Center Manager Administration server has a version
of Sybase installed that is newer than version 12.5, you must uninstall it before
installing version 12.5. For information about uninstalling Sybase software, see
“Uninstalling Sybase Open Client” on page 1531.

Installing Sybase Open Client version 12.5 or upgrade from version

12.0
upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed directly to
Step 4. “Install the Crystal Enterprise 10 Embedded software” on page 410.
drive.
2 Click Exit.


Result: The Sybase Installation Type dialog box appears.

Result: The Choose Directory dialog box appears.


7 Click Next.

8 Click Next.
Result: The Create Directory dialog box appears and prompts you to
confirm the name of the directory to which the files are copied.
9 Click Yes.
Result: The Installing window appears and displays a status bar while the
system installs the program.
system DLLs.


Confirmation dialog box appears and prompts you to restart the system
before configuring the installed components.
11 Click Yes.
After the system restarts, the Information window appears and confirms the
Sybase installation.

12 Click OK.
13 Close the Control Panel window. Continue with the following
procedure,“To update the Sybase ODBC driver,” on page 405.”
To update the Sybase ODBC driver



with Contact Center Manager Server, the Sybase ODBC driver is up to date and
you can proceed directly to Step 4. “Install the Crystal Enterprise 10 Embedded
software,” on page 410.
ATTENTION
The Contact Center Manager Server uses the ODBC driver
version 4.10.00.41. Therefore, Nortel recommends that you do
not install EBF11113 as part of the Contact Center Manager
Administration installation as it overwrites the ODBC version
used by Contact Center Manager Server and can impact
operation of the Contact Center Manager Server.

Administration server and upgrade Contact Center Manager Administration
software.
For more information, see the instructions.txt file, which is in the EBF11113

b. Stop any other third-party applications that are running on the Contact
Center Manager Administration server and that use Sybase Open
Client.
c. Click OK.
e. Press Enter.


where <x> is the location of the DVD-ROM.
ODBC driver;<SYBASE> is the environment variable containing the
shown.
c. On the tab, scroll down until you locate the Sybase ASE ODBC driver.
The correct driver version is 4.10.00.49.
d. Click OK.

C:\EBF11113.txt, to see if there were any error messages recorded during
the xcopy command.
Following a successful update, the text file contains results similar to the
following list:

25 File(s) copied
folder on the Contact Center - Manager installation DVD.


Embedded software


software. You do not need to purchase a separate license.

2 Click Exit.


5 Click Next.

Result: The User Information dialog box appears.
7 Type your company details (the product keycode is automatically supplied),

and then click Next.
Result: The Installation Type dialog box appears.

8 Click the Full option button, and then click Next.

Result: The Ready to Install the Application window appears.
9 Click Next.
Result: The system begins installing the software and the following window
appears.

10 When the installation is finished, the Completed window appears.
11 Click Finish.
Installing Crystal 10.0 Common Hotfix patch

installation DVD.
that Contact Center Manager Administration functions correctly. For
information, see Step 8. “Install required hot fixes for third-party software” on
page 458.

2 Click Exit.
3 In Windows Explorer, browse to the folder Crystal 10.0 Common Hotfix,
located in the CCMA folder of the Contact Center Manager installation
DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click the file setup.exe.
screen appears.
5 Click Next.


Result: Windows appear informing you of the services that stopping. After
the installation is complete, a dialog box appears asking if you want to view
a readme file.
11 Click Yes.
12 Click Finish.
ATTENTION

Step 5. Log into the same domain as the

primary CCMA server
The domain user you log on as must already exist on the domain controller, and
must be a member of both the Administrators group and the Replicator group. In
addition, this user must be configured to run as a service.
Before you install the replicating server, you must know the ADAM service
account options that are available to you based on the environment into which
you install the replicating server. For details, see “Active Directory Application
Mode and service accounts” on page 1634.




4 To add the server to an existing domain, select the Domain option.
5 In the Domain text box, type the name of the domain of which the Contact
Center Manager Administration primary server is a member (you must
provide the fully qualified domain name of the domain, which includes the
prefix and suffix).
6 Click OK.
7 Type the name and password in the appropriate boxes.

8 Click OK.
Result: When the system has processed your change successfully, a
window appears welcoming you to the domain that you specified.
What is next?
Install the Contact Center Manager Administration software. For details, see
Section B:“Install the software on the replicating server” on page 421.


Section B: Install the software on the

replicating server
In this section
Step 6. Install the software on the replicating server 422
Step 7. Apply the same Service Update as on the primary server 451

Step 6. Install the software on the replicating

server
Before performing the procedures in this chapter, you must install a primary
Contact Center Manager Administration server by following the procedures in
Chapter 3, “Install the software on the primary server.”
Replication is possible only when the primary server and the replicating servers
are members of the same domain. If your primary server was installed as a
workgroup, you must first change the primary server to a domain before
attempting to install a replicating server.
If you reinstall Contact Center Manager Administration, or if you upgrade from

an earlier version of Symposium Web Client, there are different steps that you
must follow. For information, see Chapter 7, “Upgrading.”
tasks:
Verify that Internet Information Services (IIS) is installed. To do this, click
Start > All Programs > Administrative Tools. If Internet Services Manager
is listed, IIS was successfully installed. If IIS does not appear, you must
ensure that it is correctly installed before you proceed with the Contact
Center Manager Administration installation. For information about

installing IIS, see the Contact Center Manager Technical Requirements

and Operating System Configuration Guide.

ATTENTION
Note the Administrator account that you use to install
Updates, Service Update Supplements, or designer fixes
and patches. If you have multiple Administrator accounts,
you must ensure that you always use the same account to
install or uninstall Service Updates, Service Update
Supplements, and any designer fixes or patches on the
server. If you install an update with one account, and then
try to install the next update or uninstall the current patch
while logged on as a different account, the installation or
Installing Contact Center Manager Administration on the replicating

server


list.

4 Click Install
Result: The DVD Installer main menu disappears. The program checks to
see if the required third-party software is installed on the server, and stops
the installation if any of the minimum requirements listed are not met. If all
requirements are met, the installation continues.The Contact Center
5 Click Next.
Result: The replication selection dialog box appears. In this window, you
must choose whether you want to enable replication.

6 Click Yes to enable replication.

Result: The Welcome window for the ADAM setup wizard appears.
7 Click Next.

8 Click Next.
Result: The ADAM license agreement appears.
Result: The Installation Options dialog box appears.

10 Ensure that the ADAM and ADAM administration tools option is

selected, and then click Next.
Result: The Setup Options dialog box appears.
11 Select the A replica of an existing instance option, and then click Next.
Result: The Instance Name dialog box appears.
12 In the Instance name box, type SymposiumWC, and then click Next. This
is the name by which this instance of ADAM is identified.

For proper replication of Contact Center Manager Administration data, you

must type SymposiumWC.
Result: The Ports dialog box appears.
Based on the server configuration, the default values in this window vary,
as follows:
LDAP port number is 389 and SSL port number is 636
OR
LDAP port number is 50000 SSL port number is 50001
To create a replicating configuration set of Contact Center Manager
Administration servers, the port numbers entered in the Port window must
match the port numbers used for the installation of the primary Contact
Center Manager Administration server. As with the primary Contact Center
Manager Administration installation, no other application must use these
ports.
13 Check with your administrator to ensure that these ports match the port
numbers used for the primary Contact Center Manager Administration
installation with which you replicate.
14 Check with your administrator to ensure that no other applications use
these ports. If so, ask your administrator to recommend new port numbers,
and then in the LDAP port number and SSL port number boxes, type the
new numbers, and then click Next.

OR
15 If no other applications use the ports, accept the default values in the LDAP
port number and SSL port number boxes, and then click Next.
Result: The Joining a Configuration Set dialog box appears.
16 In the Server box, type the name of the primary Contact Center Manager
Administration server with which you want to replicate. If you do not know
the name of the computer, perform the following steps. Otherwise, skip to
step 17.
a. Click Browse to locate the computer.
Result: The Select Computer dialog box appears.
b. In the Select this object type box, ensure that Computer appears. If it
does not appear, click Object Types and select Computer.
c. In the From this location box, ensure that your domain controller
appears. If it does not appear, click Locations to select it.
d. When these values are in the boxes noted, click Advanced.
e. Click Find Now.
Result: The list of available computers appears at the bottom of the
window.

f. From the list of computers, select the primary Contact Center Manager
Administration server with which you want to replicate, and then click
OK.
Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.
17 In the LDAP Port box, type the port number on the remote server that the
ADAM instance uses to communicate, and then click Next.
You must type the correct computer name and port number. If you type
incorrect information in this window, an error message appears.
Result: The Administrative Credentials for the Configuration Set dialog box
appears. A configuration set is a group of ADAM instances that share the
same configuration and schema. For example, when you replicate Contact
Center Manager Administration ADAM instances, they all belong to the
same configuration set.
18 To select an administrative user before you can add this remote ADAM
instance into the existing configuration set, select the This account option.
19 In the Username box, enter the domain name followed by the username in
the format <domain name>\<username>. For example, in the preceding

figure, the domain name is APPTEST2, and the username is

DomainUserX.
ATTENTION The domain user you select must exist on the domain
controller, and must be a member of both the Domain
Admins group and the domain controller builtin replicator
group. In addition, this user must be configured to run as
a service.
The domain user you select must exist on the domain controller, and must
be a member of both the Administrators group and the Replicator group. In
addition, this user must be configured to run as a service.
20 In the Password box, type the password for this user account, and then
click Next.
Result: The system confirms the existence of the other ADAM instance on
the server you indicated, and confirms the port number and user
credentials you typed. The Copying Application Directory Partitions dialog
box appears.

21 In the Available partitions box, select the partition

DC=Nortelnetworks,DC=COM, and then click Add to move it to the
Partitions to copy box.
Tip: The directory partitions that exist in the other ADAM instance appear in
the Available partitions box. All Contact Center Manager Administration-
specific ADAM instances have the DC=Nortelnetworks,DC=COM partition.
(If this partition does not appear, this ADAM instance contains no Contact
Center Manager Administration-specific data and you cannot replicate this
instance.)
22 Click Next.
Result: The File Locations dialog box appears. This window displays the
location where ADAM-specific files reside on the Contact Center Manager

23 Accept the default values, and then click Next.

Result: The Service Account Selection dialog box appears.
24 Choose the option for service account requirements of the ADAM instance
that you create that best suits your network configuration, and then click
Next.
Because ADAM runs as a service on the server, it requires a service
account. ADAM service account requirements depend on the Windows
domain environment in which you install ADAM, and the options in this
window vary based on your configuration. In this example, ADAM is
installed as a Windows Server 2003 member server in a Windows 2000
domain, so Network service account is selected.
The values shown in this procedure are only sample values that you can
choose if the Contact Center Manager Administration server is a Windows
Server 2003 member server in a Windows 2000 domain. There are other
possible configurations for which these values do not work. Therefore, you

must choose the appropriate values based on your specific network

configuration. See “Active Directory Application Mode and service
accounts” on page 1634 and the Microsoft documentation for more
information.
Result: The ADAM Administrators dialog box appears. In this window, you
specify an account or group that can be used to administer this ADAM
instance.
25 Ensure that This account is selected, and then click Browse to locate the
account on the local PC.
26 Ensure that the local computer name appears in the From this location
box (the computer on which you install ADAM). If the Contact Center

Manager Administration server name does not appear, click Locations and
browse to the correct computer name.
27 Click Advanced.
Result: The the Select User or Group dialog box expands.

28 Ensure that User, Group, or Built-in security principal appears in the

Select this object type box. (If it does not appear, click Object Types and
locate it.) Click Find Now.
Result: The list of all the user accounts, groups, and security principals
configured on the server appears.
29 From the list of user accounts and groups, select the Administrators
group, and then click OK.
Ensure that you click the Administrators (plural) group, as shown in the
example. Groups are denoted by the double-head icon, while users are
denoted by a single-head icon.
Result: The Select User or Group window reappears, with the
Administrators group shown in the lower portion of the window.

30 Confirm that you selected the correct group (Administrators), and that it is
on the local computer, and then click OK.
Result: The ADAM Administrators window reappears with the
Administrators group shown in the lower portion of the window.
31 Click Next.
32 Confirm the installation components, and then click Next.

Result: The Completed window appears, notifying you that ADAM is
successfully installed.

33 Click Finish.
34 In the username and Organization boxes, type the appropriate

information.
Administration installation, select one of the following options.
want anyone who can log on to the computer to also be able to log on to
ATTENTION Nortel recommends that you click Anyone who uses

this computer (all users). Failure to do so can prevent
users who have authorization to use Contact Center
Manager Administration from using the Contact Center
with your username and password to be able to log on to Contact
Center Manager Administration.

36 Click Next.
Parameters dialog box appears.
longer applicable.
OR
than 24 characters.

Administration server are located outside the server domain, you must
type the fully qualified domain name in this window. To view the fully
qualified domain name of the server, ping the server computer name.
The results of a successful ping include the fully qualified domain name.
If you use the fully qualified domain name in this window, and if you add the
Contact Center Manager Administration server as a Trusted Site when you
configure Internet Explorer on the client PC, you must also add the fully
qualified domain name as a Trusted Site on each client PC that accesses
the Contact Center Manager Administration server. For information about
configuring the client PC after installing Contact Center Manager
Administration, see Step 3. “Configure Internet Explorer” on page 267.
38 Click Next.
Configuration for ADAM window appears. If you perform an installation with
replication enabled, the Web Site Type window appears; proceed to step
44.
Configuration for ADAM window vary, as follows:
LDAP port number is 389 and SSL port number is 636
OR
LDAP port number is 50000 SSL port number is 50001
39 Before accepting these default values, check with your administrator to
ensure no other applications use these ports. If so, ask your administrator
to recommend new port numbers, and then in the LDAP port number and
SSL port number boxes, type the new numbers.

40 Click Next.
You can install Contact Center Manager Administration as the default Web
site on the Contact Center Manager Administration server, or you can
install it as a virtual directory on an existing Web site. For more information
about how to determine the type of Web site that best suits your company
needs, see “Web sites and virtual directories” on page 2178.
select the Default option, and then proceed to step 44.
ATTENTION
OR
an existing Web site, select the Existing option.

42 Click Next.
Result: The Virtual Directory Name window appears with WClient as the
default name.
44 Click Next.

45 Review the default destination folder. To change the folder location, click
Change and select a different location. To accept the default folder
location, click Next.

46 Click Next.
ATTENTION
Installation ends if you did not install the required third-
party applications prior to installing Contact Center
Manager Administration. An error dialog box appears
listing the missing software, and the setup wizard closes.
You cannot complete the Contact Center Manager
Administration installation until you install all required
software.

window appears.
47 If files in use or open windows prevent the Contact Center Manager

and then click Retry.
48 Occasionally, the window notifies you that you must close the Add or
Remove Programs window. In this case, click Retry.
OR
If the installation does not proceed, click Ignore. The installation proceeds.

49 After the program installs the first series of files, the iceAdmin Password
Change dialog box appears, prompting you to type a custom password for
the iceAdmin user account. This user account has full administrative
privileges and is required for proper Contact Center Manager
Administration functionality.
You are required to type the old password only if you reinstall Contact
Center Manager Administration and you chose to preserve customer data
when you uninstalled the original software. When you perform a fresh
installation, the Old Password box is unavailable.
account.
this custom password. For details, see Step 19. “Change the iceAdmin user
account password (optional)” on page 544.
52 If you do not want to export scheduled reports to a domain network PC, or if
the domain account button is disabled, proceed to step 58.
OR

To export scheduled reports to a domain network PC, click Domain

Account.
Result: The Optional Domain Account Setup window appears. You can
use the domain account setup function of the iceAdmin Password Change
Utility to reset the domain account password if it is changed by the
administrator
administrator.
password.
account password.
57 Click OK.
iceAdmin account.

58 Click OK.
and registers the new password. After the system installs Active Directory
Application Mode (ADAM), the Crystal Reports templates and Server
SOAP templates, the Welcome to the InstallShield Wizard for
ServerSoapInstall window appears.
If the window does not appear, the system automatically starts installing the
SOAP files. In this case, proceed to the next step.

59 The program searches for installed components, and then installs the
required SOAP files.
Result: The Completing the Contact Center Manager Administration Setup
Wizard window appears.

If you perform an installation with replication, this instance of ADAM has all
existing data that resides in the ADAM instance with which it is replicated.
From this point on, replication works both ways, with each computer
sharing its ADAM data with the other computer.
dialog box appears.

ATTENTION
After the ADAM installation is complete, the first time full
replication takes place, you may have to wait for some
time for it to finish. The amount of time required depends
on the setup of the server (for example, whether it is in a
domain, trusted domain, LAN, or a WAN) and the speed
of the network. You cannot log on to Contact Center
Manager Administration until replication is fully completed
on the new Contact Center Manager Administration
server. After replication is complete, you can use Contact
Center Manager Administration. Replication is thereafter
transparent to the user.

Step 7. Apply the same Service Update as on

the primary server
When you apply Service Updates (SU) or Service Update Supplements (SUS) to
one Contact Center Manager Administration server in a replicating set, you must
apply the same Service Updates and Service Update Supplements to all Contact
Center Manager Administration servers in the configuration set.
This section includes procedures for downloading and applying the same
Service Update as on the primary Contact Center Manager Administration
server from www.nortel.com/espl. For more information about downloading and
applying Service Updates, see Chapter 13, “Applying Service Updates, Service
Update Supplements, and Designer Patches”.

Supplements, and Designer Patches (DP).
software.
CCMA_6.0_SUS_0102.




Supplements
Every SU contains all the fixes included in previously released SU and SUS.
Therefore, you need not sequentially install all SUSs that are released.
Designer Patches address critical issues for specific customers. A DP is usually

posted to a secure location and installed on the recommendation of a Nortel
support technician.

Apply the same Service Update or Service Update Supplement as on

the primary server
ATTENTION
When you install the latest Service Update, take note of the
Administrator account with which you are currently logged
on to the server. If you have multiple Administrator
accounts, you must ensure that you always use the same
account to install or uninstall Service Updates, Service
Update Supplements, and Designer Patches on the server. If
you install an update with one account, and then try to
install the next update or uninstall the current patch while
logged on as a different account, the installation or


WinZip).
Applying the same Service Update or Service Update Supplement

as on the primary server

2 In Windows Explorer, browse to the Supplementary SU folder located on

the Contact Center Manager installation DVD. Nortel also recommends that
To register for the ESPL Web site, follow the instructions listed at
3 Download the same Service Update as is on the primary server and its
associated Readme file. Save the file on the replicating Contact Center
Manager Administration server. Service Updates are packaged as self
extracting executable files.
4 Download the same Service Update Supplement as is on the primary
server and its associated Readme file. Save the file on the replicating
Contact Center Manager Administration server. Service Updates
Supplements are packaged as self extracting executable files.
5 Extract the contents of the executable file to the location of your choice by
running the executable file.
6 Extract the contents of the .zip file(s) to the location of your choice.


CCMA_6.0_SU_02.msi.
Service Update Supplement to install. A message box asks if you want to
read the readme file.
patch.
If you attempt to install an older version of a Service Update or Service
Update Supplement than that which is currently installed on the server, the
installation stops and a notification window appears. Click Cancel to exit
update,” on page 1607.

9 Click Next.
Result: The Ready to Install window appears.
If you install a new Service Update on a server that contains an existing

Click Next to remove the patches. After the system removes the
patches, the installation of the new patch proceeds. See step 9.
The Files in Use window appears if you have files open that the
installation program needs to update. You must close the files shown in
the window, and then click Retry to continue with the upgrade.

10 Click Install.
installation.

starts and stops services to replace selected files.
Result: After the system installs the patch, the completed window appears.
11 Click Finish.
12 Repeat steps 6-11 to install other Service Update Supplements and
Service Updates that correspond to those installed on the primary server.
13 After all the SU and SUS are installed, close all windows and restart the
server.

Step 8. Install required hot fixes for third-party

software

Supplementary SU\ CCMA\ Hot Fixes located on the Contact Center
Manager installation DVD.
4 Nortel also recommends that you go to the Web site www.nortel.com/espl
to check for any hot fixes issued since the release of the installation DVD.
Hotfixes issued since the release of the installation DVD are at
www.nortel.com/espl in the folder for the service update (SU) or service
update supplement (SUS) that you install.

What is next?
Configure the Contact Center Manager Administration software by following
the postinstallation procedures. For information, see Section C:“Postinstallation
on the replicating CCMA server,” on page 461.


Section C: Postinstallation on the

replicating CCMA server
In this section
Overview 462
Step 12. Configure Logon Warning Message (optional) 482
Step 17. Configure Scripting 539
Step 22. Configure Internet Explorer 571
Step 24. Other postinstallation tasks 590

Overview
This section describes how to complete the following postinstallation tasks:

Configuring IIS to support the Contact Center Manager Administration
software
Adding the IUSR_SWC account as the anonymous user account
Configuring the various components of Contact Center Manager
Administration on the server
Configuring shared network folders for synchronizing reports
Copying the latest user guides to the Contact Center Manager


Creation Wizard
For Report Creation Wizard to function, this task is required.

Manager.
the left pane.


Result: The RCW Properties dialog box appears.

6 Click Create to create an application.


appears.
computer).




You need to perform this procedure once only. If you upgrade Contact Center
This procedure contains the following two main tasks:

1. Change the default password for the IUSR_SWC account to a password of
your choice.
2. Add this user account as the IIS anonymous user account.


IIS


from the menu.

5 Click Proceed.
Result: The Set Password for IUSR_SWC window appears.
6 Type the new password for this account, and then confirm the password.
Note the password that you type because you require it again in Step 20.
7 Click OK.
Result: A window appears confirming that the password was set.
8 Click OK.
Manager.

computer).

Result: The Default Web Site Properties window appears.


Result: The Authentication Methods window appears.

15 Click Browse.
Result: The Select User window appears.
16 Click Advanced.

17 Click Find Now.


click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the lower portion of the window.
19 Click OK.
Result: The Authentication Methods window reappears, with the

21 Click OK.
window reappears.
25 You must now run iisreset to complete the procedure. Click Start > Run.
26 In the text box, type iisreset.
27 Click OK.

You can use the License Manager Service—Configuration Setup utility:

Manager Server that is installed on Contact Center Manager Server.
to log the debug trace for the License Manager Service events.
On a stand-alone server, the License Manager Service must be configured after

Contact Center Manager Administration is installed in order for the Report
Creation Wizard component to function.

only. It is assumed that for a co-resident environment, the IP address/port
number is already available and set up by the Contact Center Manager Server





Result: The LM Service—Configuration Setup window appears.
5 In the Primary Server’s IP Address boxes, type the primary IP address.

6 In the Primary Server’s Port box, type the primary port number.
For a co-resident Contact Center Manager Administration server, the
License Manager Server Information (IP address/port number) data entry
fields are read-only.
7 If available, in the Standby Server’s IP Address boxes, type the standby
IP address.
8 If available, in the Standby Server’s Port box, type the standby primary
port number.
Result: The LM Service log file (LMService.log) location appears. It is in
the install directory of the CCMA application server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.

9 From the LM Service log level list, select one of the following:
LMService.log file.
LMService.log file.
10 If you select Errors only or Debug in the LM Service Log Level box, type
the log file size.
Default is 1 MB.
12 Click OK.
Manager Service.

Service has restarted.
14 Click OK.

Step 12. Configure Logon Warning Message

(optional)
You can customize a warning message that appears when users attempt to log
onto the Contact Center Manager Administration server. By default, this feature
is enabled in the Contact Center Manager Administration software; however, a
In this case, you must contact your Administrator to change the logon warning
message.


Policy.




7 Click Apply.
8 Click OK.



12 Click Apply.
13 Click OK.



warning message title and text” on page 482.
4 Click OK.


component to function properly, you must configure two different IP multicast
addresses:
the Contact Center Manager Administration server receiving IP multicast
address (the address it uses to receive multicast data from Contact Center
Manager Server; it is the same as the IP multicast address on Contact
Center Manager Server)
the Contact Center Manager Administration server sending IP multicast
address (the address it uses to send multicast data)


address is listed in the IP Multicast Group box. For details, see the Contact

transmission method that is enabled on the CCMA server,” on page 1894.






in the network




Result: The RTR Properties window appears.
specific network.
Administration.



data).
For example, If the Contact Center Manager Server Multicast Rate is set to
2 seconds, the Contact Center Manager Administration server Transform
Rate is set to 1 second, and the Contact Center Manager Administration
server Output Rate is 7 seconds, the data on the client PC does not refresh
faster than every 7 seconds, regardless of the refresh rate that the user has
chosen in Real-Time Reporting.
client PCs, you can decrease the Output Rate and Transform Rate values;
however, this impacts performance on the Contact Center Manager

Administration server. Notify users of the Real-Time Reporting component

of these rates so they can adjust the refresh rate accordingly. For more
information about adjusting rates and assessing performance, see the
Contact Center Manager CapTool User’s Guide.
OR
OR


window.


client indicating that the connection is not allowed. For guidance on

entering the appropriate value, refer to the Contact Center Manager
11 Click OK.
service is restarting, and closes after the service has restarted successfully.
ATTENTION
you must reconfigure these settings manually.

to the client PC.
If you configure a replicating server, ensure that the Emergency Help




Result: The Emergency Help Properties window appears.
Time Reporting and Agent Desktop Display data to client PCs. See the
checklist in Step 2. “Install your remote support access tool” on page 383 to
verify the IP Send address that you chose for the Contact Center Manager
Administration server to send Emergency Help data to client PCs (item 16
of the worksheet).
6 Select the Restart Emergency Help Service check box.
7 Click OK.
ATTENTION
(for example, after installing or upgrading Contact Center
Contact Center Manager Administration data, you must


This step documents the procedures for the following tasks:

1. Configuring SMTP for Historical Reporting—This task is required to
send an e-mail notification to report recipients when the Historical Report
2. Configuring printers for Historical Reporting—This task is required to
print scheduled historical reports to a network printer.
Configure SMTP for Historical Reporting

To use SMTP, Internet Information Services (IIS) and Microsoft Active

Directory Application Mode must be installed on the Contact Center Manager

Manager.
computer).
Administration server tree is Default SMTP Virtual Server, an SMTP server
is installed.

If an SMTP server was not installed, consult the Nortel Contact Center Manager

notifications.
Manager.
computer).
Result: The Default SMTP Virtual Server Properties window appears.


5 Click Advanced.
Result: The Advanced Delivery window appears.

Domain names can include alphanumeric characters only, including
7 Click Check DNS to validate the domain name. Click OK.
server.
9 Click the Attempt direct delivery before sending to smart host check
box.
10 Click the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery window.
14 Ensure that the Basic authentication check box is cleared.
15 Ensure that the Anonymous Access check box is selected.
16 Click OK to close the Authentication window.
19 Click OK.
b. Click the Enable logging check box.


Configuring printers for Historical Reporting

reports.

To configure printers to print scheduled historical reports, you can select one of
the follow three options.
Option 1—Configure the CCMA server to point to a network printer
Option 2—Configure a default network printer that uses the Contact Center
Option 3—Configure a network shared printer connected to a print server other

than the Contact Center Manager Administration server
scheduled reports wait in queue and get processed on first-in, first-out basis.

Option 1: Configuring a network printer on the CCMA server

Administrator,
printer share name is HPLaser4, type net use lpt1 [\\printserv\HPLaser4] /
USER:printserv\Administrator /PERSISTENT:YES
5 Press Enter.
7 Press Enter.
Result: If you enter the correct values, the following message appears:
LPT1 is used.) Click Start > Printers and Faxes.
10 Click Next.


check box.
13 Click Next.
15 Click Next.
17 Click Next.
19 Click Next.
22 Click Next.
25 Click Finish.
Result: The network printer is configured as the default printer on the

step 5).

log on to the Contact Center Manager Administration server as the
administrator, and then click Start > Run.
6 Press Enter.
successfully.”

The following procedure outlines how to set up a network printer that uses the


TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card.
3 Click Next.
4 Accept the default so that Local printer attached to this computer is
selected.
check box.
6 Click Next.
7 Select Create a new port.
9 Click Next.
appears.
10 Click Next.
window appears.
11 Click Next.
name.
13 Click Next.
window appears.

14 Click Finish.
Result: After a few moments, the Install Printer Software window appears.
for your printer.
16 Click Next.
Next.
Result: The Printer Sharing Window appears.
19 Click Next.
21 Click Next.
23 Click Finish.

server
The following procedure outlines how to set up a default network printer that is
If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
Administration server. You can install this utility from the Windows Server
2003 CD by clicking Start > Control Panel > Add or Remove Programs > Add/

Remove Windows Components > Other Network File and Print Services. Click
Details, and in the resulting dialog box, select Print Services for Unix. Click OK
to install the utility. When the installation is complete, proceed with adding the
default printer.
3 Click Next.
selected.
check box.
6 Click Next.
7 Click Create a new port.
9 Click Next.
10 In the Name or address of server providing lpd box, type the DNS name
or IP address of the print server.



1. Creating a shared folder for exporting scheduled report exports—This task
is required to create a shared folder on the Contact Center Manager
Administration server or the client PC so that multiple users can access
scheduled reports from the same folder.
2. Configuring a shared network folder for synchronizing reports—This task
is required to synchronize imported reports to automatically update with
changes to the original reports on the network computer.

To create this shared folder, you can select one of the following options:
reports.


organization.
steps:
Everyone.

require read permission on the Contact Center Manager Administration's shared
delete access for each applicable user). For details about configuring user access



domain
server is set up for CCMA server.
destination PC.

You can export scheduled reports only to client PCs that are within the same
Groups > Users.
folder
When the administrator changes the iceAdmin password on the Contact
Center Manager Administration server, the administrator must change the
iceAdmin password on the client PC to match the new password on the
steps:
Contact Center Manager Administration server. In this scenario, you must
add the client PC to the network domain of the Contact Center Manager

For example, to export the Agent Performance report, agent, to the shared
folder, reports, on the client PC, clientpc, in the Output box, type
\\clientpc\reports\agent.

server. When you schedule or run this report, you do not require access to the

that you have made to all original reports stored in shared folders on a network
PC with the copies stored on the Contact Center Manager Administration server.
Before you can use this feature, you must set up the shared folder on the network
PC with the appropriate access privileges according to your organization
security policy.
ATTENTION

imported reports
from the following list.
workgroup—If your server is part of a workgroup, the network PC must
also be a member of the same workgroup or be a part of the Contact Center
server part of a workgroup),” on page 515.
network domain—If your server is part of a network domain, the network
PC must also be a member of the same network domain. Additionally, the
network domain account. For details, see “Setting the directory security

account of the server default Web site to the network domain account,” on
page 524. After you set the directory security account of the server default
Web site to the network domain account, you can proceed to “Create a
shared network folder (Contact Center Manager Administration server
member of network domain),” on page 524.

To share this folder, you can:
Share the folder with read permissions for the Everyone account and enable
Guest account on the network PC. For details, see “Option 1: Sharing the
folder with read permissions for the Everyone account and enabling Guest
account on the network PC,” on page 515.
Share the folder with read permissions for the IUSR_SWC and iceAdmin
Administration server). For details, see “Option 2: Sharing the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server),”
on page 519.
account and enabling Guest account on the network PC
1 On the network PC, create a folder to store your user-created report
templates.
2 On the network PC, open Windows Explorer.

Result: The <folder name> Properties window appears.



7 Select Everyone.
8 Select the Allow check box for Read.
9 Ensure that no other check boxes are selected.
10 Click Apply.
11 Click OK.
window.
15 In the right pane, double- click the Users folder.


IUSR_SWC and iceAdmin accounts (these accounts are used by the
Contact Center Manager Administration server)
network PC. There are also possible security issues involved because the
Contact Center Manager Administration server uses these accounts to run the
Web site.


templates.
2 You must create the IUSR_SWC and iceAdmin accounts on the network
PC with the same passwords as those which are used on the Contact
Center Manager Administration server. Click Start > Control Panel >
Administrative Tools > Computer Management.
from the menu.

11 Click Create.


13 Click Close to close the New User dialog box.
window in the Users folder.
14 Now you must grant Read permissions to both these accounts, as follows:
On the network PC, open Windows Explorer.



Result: The Permissions window appears.

21 Click Add.
Result: The Select Users or Groups window appears.

22 Click Advanced.
Result: The bottom portion of the window expands.
23 Click Find Now.
Result: The account appears in the Select Users or Groups window.
25 Click OK.
Result: The account appears at the top of the Permissions window.
bottom of the window, ensure that there is a check mark beside Read
under the Allow column.
27 Click Apply.
28 Perform steps 21 to 27 to add Read permissions for the iceAdmin user
account.
dialog box.
Create a shared network folder (Contact Center Manager

network domain account using the following procedure, you can proceed to
“Option 1: Sharing the folder with read permissions for the Everyone account
and enable Guest account on the network PC,” on page 530.

6 Click Add.
or
8 Click OK.
9 You must now set up the Internet Information Services (IIS) security
account. Click Start > Administrative Tools > Internet Information
Services (IIS) Manager.

computer).
from the menu.



15 Click Browse.
16 Click Advanced.

17 Click Locations.
19 Click Find Now.
then click OK.
21 Click OK.
network domain user account shown, except now the Password box is
empty.
23 Click OK.
28 Type iisreset.
29 Click OK.


Guest account on the network PC. For details, “Option 1: Sharing the folder
with read permissions for the Everyone account and enable Guest account
on the network PC,” on page 530.
Share the network folder with Read permissions for the domain/directory
Center Manager Administration server,” on page 534.
account and enable Guest account on the network PC
In this procedure, your server and the network PC must be members of the same
network domain. Additionally, you must the directory security account of the
server default Web site to the network domain account. If you user the
to the network domain account,” on page 524, before you begin the following
procedure.
templates




7 Select Everyone, and then select the Allow check box for Read. All other
check boxes should be clear.
8 Click Apply.
9 Click OK.
dialog box.
13 Double click the Users folder, and then select Guest in the right pane.


15 On the General page, clear the Account is disabled check box, and then
click OK.
to the network domain account,” on page 524, before you begin the following
procedure.

domain account on the Contact Center Manager Administration server is used
procedure.
Nortel recommends that you synchronize the imported report template only
templates




9 Click Add.

10 Click Advanced.
Result: The Select Users or Groups dialog box expands.
11 Click Find Now.
Result: A series of users appears.
13 Click OK.
14 Select the account, and then ensure that the Allow check box is selected
for Read.
15 Click OK.
dialog box.

Step 17. Configure Scripting




to the client PC.
function properly.


Result: The Configuration Parameters window appears.
in the RTR Configuration Tool. For more information, see “Configure Real-
Time Reporting” on page 487.
specific network.

check box.
agent is assigned.

Less than Level 1
OR
15 Click Save.


password (optional)
account password, proceed to Step 20. “Configure language support (other than
English)” on page 548.
If you forget or misplace the iceAdmin of domain account password, you must
reset it. For information, see “Resetting the iceAdmin password in Windows,”
on page 1864.
ATTENTION

You must log on as a user with administrator privileges before you can perform
this procedure.


Result: The iceadmin Password Change window appears.


Result: The iceAdmin Password Change window appears.
account.
8 If your Contact Center Manager Administration server is a member of an
OR


Account.
administrator.
administrator.
password.
account password.
14 Click OK.
iceAdmin account.
15 Click OK.


than English)
If work in English only across all platforms, you can skip this step and proceed
directly to Step 21. “Install the XML Automated Assignments feature


support:
regional time zone.

following tasks:
client PCs) are compatible. For details, see“Language families and
compatibility,” on page 552.
details, see“Editing the locales.dat file,” on page 554.


Japanese only). For details, see “Changing the Windows Regional
Settings,” on page 556.
Japanese only). For details, see“To ensure that the required Service
Server,” on page 558.

the following tasks.
client PCs) are compatible. For details, see“Language families and
details, see “Editing the locales.dat file,” on page 554.
Japanese only). For details, see “Changing the Windows Regional
Settings,” on page 556.
Japanese only). For details, see“To ensure that the required Service
Server,” on page 558.
the language pack. For details, see“Prepare the server for installing a
language pack,” on page 558.
server. For details, see “To install a language pack,” on page 559.
Center Manager Administration server (only if you use the Contact Center

Manager Administration server as a client PC). For more information, see

“To set the language preferences in Internet Explorer,” on page 564.
ATTENTION
When installing and configuring the software on the

client PC, and server in Contact Center Manager Server belong to the Latin 1
language family and you install the French and German language packs on the
can view Contact Center Manager Administration in French, English, or
German by changing the language preference settings in their browser. This is
particularly useful in a contact center that supports multiple languages, such as
English and French.

client PC, and server in Contact Center Manager Server belong to the Japanese
language family and you install the Japanese language pack on the Contact
view Contact Center Manager Administration in Japanese or English by
changing the language preference settings in their browser. English is supported
in this environment for reasons outlined in “Language families and

client PC, and server in Contact Center Manager Server belong to the
Traditional Chinese language family and you install the Traditional Chinese
language pack on the Contact Center Manager Administration server, users in

the same contact center can view Contact Center Manager Administration in
Traditional Chinese or English by changing the language preference settings in
their browser. Note: English is supported in this environment for reasons
outlined in “Language families and compatibility,” on page 552.
Co-resident servers

English.

Center Manager Administration only supports English operating systems.
English
Japanese
Traditional Chinese



recognizes:
Latin 1—Includes all the Western European languages that use the Latin 1
Traditional Chinese—This language has its own distinct multi-byte
Japanese—This language has its own distinct multi-byte character set and,
Although English belongs to the Latin 1 language family, the character sets for
English are included in all language families. Therefore, you can display English
on a system configured in any language family by changing the language
preferences in the Internet Explorer browser.




client PC, and server in Contact Center Manager Server belong to the same
language family, and you install the French and German language packs on the
English and French.


Because Japanese belongs to its own language family, you can only view and
enter Japanese text in Contact Center Manager Administration if you install
PCs.



Because Traditional Chinese belongs to its own language family, you can only
view and enter Traditional Chinese text in Contact Center Manager
Administration if you install Traditional Chinese operating systems on the
Contact Center Manager Server, the Contact Center Manager Administration
server, and each client PC. You must also configure the server in Contact Center
Manager Server to handle Traditional Chinese, install the Traditional Chinese
language pack on the Contact Center Manager Administration server, and
configure the browser language preferences for Traditional Chinese on both the
Contact Center Manager Administration server and client PCs.
view Contact Center Manager Administration in English or Traditional Chinese
by changing the browser settings on their PC.
While it is possible to switch from Traditional Chinese to English and vice-

versa, it is not possible to switch from Traditional Chinese to Japanese because
these languages belong to different language families.

When installing language packs on Contact Center Manager Administration you
must ensure that the required language version of Windows Server 2003 is
installed.
Editing the locales.dat file


client PC, open Internet Explorer and log on to Contact Center Manager
Administration.
If this is the first time you log on to Contact Center Manager Administration,
you need to complete the steps in Chapter 4, “Configuring the client PC
and agent workstations” before you can complete the steps in this
procedure.
2 In the browser address box, type http://<localhost>/locales.asp where
3 Press Enter.
4 Click Browse to navigate to the c:\sybase\locales\locales.dat file, where



because all of these languages are displayed properly with the Regional Settings
set to the default language, English.
You must insert the operating system CD in the server before you perform this
procedure.
Result: The Regional and Language Options window appears.


Result: The Languages tab appears.
3 Select the Install files for East Asian languages check box.
4 Click the Regional Options tab.
5 On the Regional Options page, from the list in the Standards and
formats section, choose the appropriate locale:
Options window.

For Traditional Chinese and Japanese, you need to ensure that the required
Service Updates are on the Contact Center Manager Server. For details about
how to install Service Updates, refer to the Contact Center Manager Server
Installation and Maintenance Guide.
The following Service Updates must be installed on the Contact Center Manager
Server:

the Contact Center Manager Administration software and all required third-
party software (especially Sybase Open Client version 12.5) is installed.
you install required language version of Windows Server 2003 Enterprise
Edition or Standard Edition for the language packs that you wish to install.
For example:
there are at least 225 megabytes (MB) of free disk space on the Contact


French
German
Japanese
Traditional Chinese

have chosen.
Administration software. For more information, see “Uninstalling a language
pack,” on page 567.




from the CD-ROM.
appears.
4 Click Next.

6 In this folder, click the .exe file for language pack that you want to install.
For example, to install the Japanese language pack, navigate to the
Language Packs/Japanese Language Pack folder, and then click the
Japanese language pack.exe file.
Result: The path to the correct language pack .exe file appears in the
Open box.
7 Click Finish.

8 Click Next.
9 Click Install.
Language Pack window appears (where X is the language you have
chosen).

10 The program copies and installs the required files. When it is finished, the
InstallShield Wizard Completed window appears.
11 Click Finish.
Tip: To view the language packs that you install on the server, click Start >
Control Panel > Add or Remove Programs. The Add or Remove Programs
window lists the language packs installed on the server and their version
numbers.
To set the language preferences in Internet Explorer

If did not install and configure a client PC, you must complete the steps in
Chapter 4, “Configuring the client PC and agent workstations” before you
complete the steps in this procedure.


page 267.
Setting the language preferences

Result: The Internet Options window appears.

2 Click Languages.
Result: The Language Preferences window appears.
Japanese [ja]
4 If the language does not appear in the box, you must add it as follows:
a. Click Add.
Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then
click OK.
Result: The language now appears in the Language Preferences
window.
5 In the Language box, click the appropriate language.


Uninstalling a language pack

2 In the Add or Remove Programs window, select the language pack that you
want to uninstall.
3 Click Remove.
4 The program asks you to confirm your choice. Click Yes.
5 The program removes the language pack from the Contact Center


XML file.
Management component. If you do not want to install this feature, installation
and configuration of Contact Center Manager Administration is complete. You
can now proceed to Step 22. “Configure Internet Explorer” on page 571.


folder of the DVD.
4 In this folder, double-click the file Symposium Web Client Automated

5 Click Next.
6 Type your username and the name of your organization, and then click
Next.

8 Click Next.

Step 22. Configure Internet Explorer
configure the browser (Internet Explorer 6.0 with the latest supported service
pack) on each client workstation.
When you configure Internet Explorer 6.0, you configure the Contact Center
Manager Administration server as a Trusted Site, and either disable all cookies
or block cookies to the desired level of security.
Windows 2000 Server
Windows Server 2003
Windows XP with Service Pack 2 (SP2)
Windows XP Professional x64 Edition
Windows Server 2003 with Service Pack 1 (SP1)
For information about security issues and Internet Explorer, see “About ActiveX
control security,” on page 571.
In order for all components of Contact Center Manager Administration

components to function correctly, you must disable pop-up blockers on Internet
Explorer. For details, see “To disable pop-up blockers on Internet Explorer,” on
page 579.
About ActiveX control security

This section includes information about security issues related to ActiveX
Controls. It is separated into three main parts:
digital signatures

code signing certificates (for digital signatures)

Trusted Sites zone and Safe for Scripting
Digital signatures
All controls provided with Contact Center Manager Administration are in .cab
files that are digitally signed either by Nortel or by the third-party vendor of
origin. Signing the .cab file verifies that the software originated from a trusted
source. The signed .cab file cannot be altered without invalidating the signature,
which validates that the contents of the .cab file (including the control) also
originated from a trusted source.
If the browser security settings stipulate that a control must be signed before
being downloaded, Internet Explorer checks whether the .cab file containing the
control is signed before downloading an ActiveX control to the client PC. If the
signature is valid, the control is downloaded to the client PC.
Code signing certificates (for digital signatures)

A code signing certificate is used by software publishers to sign code that they
develop and distribute. A signature given by a code signing certificate validates
that the file has originated from a trusted source and has not been altered since it
was originally published.
This type of certificate is valid for a specified period of time (usually one year)
during which time software developers can use it to sign binary files with their
digital signature. The code signing certificate can expire (usually after one year)
without invalidating the signature. Provided the digital signature includes a
timestamp, the only other requirement for the validity of the digital signature is
that the code signing certificate be valid when the code is digitally signed. The
digital signature includes a timestamp taken from a trusted server to prove the
date on which the code was signed.
SSL certificates are different in that they are not useful once they expire.
For Contact Center Manager Administration, Nortel uses a code signing

certificate purchased from VeriSign that is renewed each year. The digital
signatures for Contact Center Manager Administration are timestamped against
VeriSign servers.
For information about VeriSign code signing certificates, see

www.verisign.com.

Trusted Sites Zone and Safe for Scripting

Contact Center Manager Administration uses some controls that are not marked
as safe for scripting. To run these controls, you must set the Internet Explorer
security setting Initialize and script ActiveX Controls not marked safe for
scripting to Enable (see Step 2. “Upgrade the browser on client workstations” on
page 266 for more details). Because this setting is required, Nortel recommends
that you add the Contact Center Manager Administration server as a Trusted Site
in Internet Explorer. When you do so, the security settings required by Contact
Center Manager Administration do not apply to other Web sites in the intranet
and Internet zones. This is seen as a more secure solution because it limits the
access to these controls.
If these controls are marked as safe for scripting, they are available to all intranet
and Internet zone Web sites; however, because these controls are not marked
safe for scripting, they are only available to trusted sites, a more secure solution.
To configure Internet Explorer 6.0 or later on the client PC

client PCs running Windows XP with SP2,” on page 581.
supported Service Pack,” on page 583.

Configuring Internet Explorer





OR


following:
File download
10 Click OK.

13 Click Apply.
16 Click Sites.
Result: The Trusted sites window appears.
check box.
19 Click Add.
OR

21 Click Add.
Management.
check box.
To disable pop-up blockers on Internet Explorer

For Contact Center Manager Administration components to function correctly,
you must configure Internet Explorer to allow pop-ups from Contact Center
Manager Administration. You can configure pop-ups in one of two ways:
Allow pop-ups from Contact Center Manager Administration only.
Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select
this option, pop-ups are permitted from all Web sites.
If you have a third-party pop-up blocker, you must disable it as well.
Allowing pop-ups from Contact Center Manager Administration



Result: The Privacy page appears. If the Block pop-ups check box (for
Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for
Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites
and the Settings button is disabled. Clear the check box.
4 Click Settings.
Result: The Pop-up Blocker Settings page appears.
5 In the Address of website to allow box, type the Contact Center Manager
Administration URL.
6 Click Add.
7 Click Close.
8 Click Apply.
9 Click OK.
Turning off the pop-up blocker for Internet Explorer 6.0 or later
4 For Internet Explorer 6.0, clear the Block pop-ups check box.
OR
For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5 Click Apply.
6 Click OK.
Turning off third-party pop-up blockers

This procedure is applicable to the Yahoo pop-up blocker. If you have other
types of pop-up blockers on Internet Explorer, you must follow a similar
procedure to disable them.


over each of the buttons until you find the one that says Pop-Up Blocker Is
On or that says Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click the button that says Pop-Up Blocker Is On or that says Pop-Up
Ensuring display settings are configured for Western European (ISO)

For pages to properly appear in Internet Explorer, you must ensure that the
display settings for Internet Explorer are configured for Western European
(ISO).

procedures in “To configure Internet Explorer 6.0 or later on the client PC,” on

For more information about adding programs or services to the firewall
exceptions list, consult www.microsoft.com.
Windows Firewall.
Explorer, and proceed to step 4.

OR
If Internet Explorer is not listed, on the Exceptions tab, click Add
Program.
OK.
4 Click OK.

procedure.

Pack 2
www.microsoft.com.
The following ports must be opened individually using the following procedure:
Emergency Help, UDP
8200
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125; 7135
Properties.
If the Settings button is unavailable, Internet Connection Firewall is not
enabled on this connection, and you do not have to open any ports
(because they are all already open).

Sharing: Port 445.
use 127.0.0.1.
Microsoft Windows XP Service Pack 2. This document is on the Partner


settings detailed in “To configure Internet Explorer 6.0 or later on the client
PC,” on page 573.








following:
File Download
10 Click OK.

If you enable ActiveX options, a message box appears, asking you to

Blocker Settings.
Result: The Pop-up Blocker settings window appears.
Manager Administration Web site address (for example, http://pbrwd0p0)
14 Click Add.
15 Click Close.


server


information.

available.
You can access only the following guides directly from Contact Center
Manager Administration.The remaining guides from the Contact Center 6.0
documentation suite are available on Helmsman and can be downloaded to
the directory of your choice.


Whats New Guide.pdf
HRDD.pdf

Step 24. Other postinstallation tasks
This section describes other postinstallation tasks.

perform the following tasks:
Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”.


Part 2
Upgrading to Contact Center
Manager Administration 6.0 and
migrating data

Chapter 7
Upgrading
In this chapter
Overview 594
Compatibility with CCMS and SCCS 596
Planning your upgrade 598
Upgrading access classes and partitions 601
Timing 602

Upgrading Standard 10.15
Overview
This chapter describes supported upgrades to Release 6.0 of Contact Center

Manager Administration, and other important information to consider before
performing the upgrade.
Supported upgrade paths in Release 6.0

You can upgrade from Release 4.5 SUS0601 v1 of Symposium Web Client
when installed on a Windows Server 2003 platform to Release 6.0 of Contact
You must also ensure that you install the latest supported Service Pack for
Windows Server 2003 before you upgrade to Contact Center Manager
Administration 6.0. Windows Server 2003 Service Pack 2 is supported with
Contact Center Manager Administration 6.0 SU04 or later only. Before you
install Windows 2003 Server Service Pack 2, you must install ADAM Service
Pack 1 first. You can install SU04 before or after you install the service pack. To
view the installation order for an upgrade, see “Install Windows Server 2003
Service Pack 2 on an existing installation of Contact Center Manager
For more information about the service packs validated with Contact Center
Manager Administration, consult the Contact Center Portfolio Service Packs
Compatibility and Security Hotfixes Applicability List at www.nortel.com.
If a Windows 2000/Advanced Server platform supports your Symposium Web

Client 4.5 SUS0601 v1, you must migrate your Symposium Web Client 4.5 to a
Windows Server 2003 platform before you can upgrade to Contact Center
Manager Administration 6.0. For detailed procedures, see Chapter 8, “Migrating
SWC 4.5 platform from Windows 2000 to Windows 2003.”
If you have a release of Symposium Web Client prior to version 4.5, you must
upgrade to Symposium Web Client 4.5 SUS0601 v1 before you upgrade to
Contact Center Manager Administration 6.0. For details about upgrading to
Symposium Web Client 4.5, refer to the Nortel Symposium Web Client 4.5
Planning, Installation, and Administration Guide.

December 2007 Upgrading
Upgrades compared to migrations

Upgrade and migration requirements differ.
Upgrades
If Symposium Web Client or Contact Center Manager Administration software
is currently installed, and you want to upgrade to the next release of the software
on the same operating system platform, you can perform an upgrade of the
software.
Migrations
If Symposium Web Client 4.5 SUS0601 v1 is installed on a Windows 2000
Server/Advanced Server platform, and you want to install the Contact Center
Manager Administration Release 6.0 software, which is only supported on
Windows Server 2003, you must migrate the data to a new computer that has
Windows Server 2003. This new computer must also have Symposium Web
Client 4.5 SUS0601 v1 installed. After you migrate the data, you can upgrade to
Contact Center Manager Administration Release 6.0.
Similarly, if you Symposium Web Client 4.5 SUS0601 v1 is installed on your

current server and you want to upgrade to Contact Center Manager
Administration 6.0 on a new server, you must migrate your data to the new
server either before or after you upgrade the software.
When you migrate data, you must install the same software version and Service
Update on the target server. For example, if Symposium Web Client 4.5 with
SU06 is installed on the existing server, you must install Symposium Web
Client with SU06 on the target server.

Compatibility with CCMS and SCCS
When you upgrade and migrate to Contact Center Manager Administration 6.0,
you must ensure that all servers are compatible.
Contact Center Manager Administration 6.0 is compatible with Symposium Call

Center Server Release 5.0 with SUS0504 or later, and Contact Center Manager
Server 6.0 (or later).
Contact Center Manager Administration is incompatible with previous releases

of Symposium Call Center Server (that is, earlier than Version 5.0 with
SUS0504).
If you install Contact Center Manager Administration 6.0 on a co-resident

server, you must install Contact Center Manager Server 6.0 first. You cannot
install Contact Center Manager Administration 6.0 on a co-resident server with
Symposium Call Center Server Release 5.0.
You can use Contact Center Manager Administration to administer a Release 5.0
Symposium Call Center Server in your network, but you cannot use Symposium
Web Client 4.5 to administer Contact Center Manager Server 6.0 (or later).
To administer Contact Center Manager Server 6.0 (or later), you must upgrade
the Contact Center Manager Administration server to Release 6.0 of Contact

The following matrix shows the compatibility between Contact Center Manager
Server 6.0 (and previous versions) and Contact Center Manager Administration
6.0 (and previous versions).
Classic Symposium Web Contact Center Manager

Client Client 4.5 Administration 6.0
Symposium Call Center Yes Yes No

Server 4.0
Symposium Call Center Yes Yes No

Server 4.2
Symposium Call Center Yes Yes Yes, with limitations (see

Server 5.0 SUS0504 Notes)
Contact Center Manager No No Yes

Server 6.0
You can use Contact Center Manager Administration 6.0 to administer

Symposium Call Center Server 5.0 with the minimum update of SUS0504,
however not all of the features and functionality of Contact Center Manager
Administration 6.0 are available in this configuration. For example, the SIP
(Session Initiation Protocol), Universal Networking, and Open Queue features
are only available when Contact Center Manager Administration 6.0 is
administering a Contact Center Manager Server 6.0. Additionally, there are
limitations for maximum number of script variables (20), and the character limit
on a script (30 000) when a Contact Center Manager Administration 6.0 is
supporting a Symposium Call Center Server 5.0 SUS0504.
Contact Center Manager Administration 6.0 is supported in the co-resident

configuration only with Contact Center Manager Server 6.0 (for example,
Contact Center Manager Administration 6.0 is not supported in a co-resident
configuration with Symposium Call Center Server 5.0).

Planning your upgrade
The following section describes common upgrade scenarios and the tasks that
you must perform to successfully complete an upgrade from Symposium Web
Client 4.5 (SUS0601 v1) to Contact Center Manager Administration 6.0.
Upgrading from Symposium Web Client 4.5 (SUS0601 v1) Windows

2003 to Contact Center Manager Administration 6.0 on the same
server
Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1) to
Contact Center Manager Administration. For information, see Chapter 9,
“Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.

2003 on server A to Contact Center Manager Administration 6.0 on
server B
Nortel does not support a direct migration from Symposium Web Client 4.5 on a
source server to Contact Center Manager Administration 6.0 on a new server.
That is, you cannot back up Symposium Web Client data on the source server
and restore that database backup to Contact Center Manager Administration 6.0
on a new target server.
To upgrade to Contact Center Manager Administration 6.0 in this scenario, you

can choose one of the following two options.
Option 1 (recommended)
Nortel recommends this option because you can maintain a fully operational
Symposium Web Client on the source server while you perform the upgrade on
the target server.
This is documented as an end-to-end procedure in Chapter 10, “Upgrading from

SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server”.

1. Install Symposium Web Client 4.5 (SUS0601 v1) on the target server. You
must also install the same Service Update level on the target server as is
installed on the source server.
2. Migrate Symposium Web Client 4.5 (SUS0601 v1) data from the source
server to the target server using backup and restore.
3. Perform a direct upgrade from Symposium Web Client 4.5 (SUS0601 v1)
to Contact Center Manager Administration on the target server.
Option 2
to Contact Center Manager Administration on the source server. For
details, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to
CCMA 6.0 on same server.”
1. Install Contact Center Manager Administration on the target server. For
details, see Chapter 3, “Install the software on the primary server.” You
must also install the same Service Update level on the target server as is
2. Migrate Contact Center Manager Administration data from the source
server to the target server. For details, see Chapter 11, “Migrating CCMA
6.0 to a new server.”

2000 to Contact Center Manager Administration 6.0
In this scenario, you must use two servers because Contact Center Manager
Administration does not support a direct upgrade from Windows 2000/
Advanced Server to Windows Server 2003.
1. Migrate Symposium Web Client 4.5 (SUS0601 v1) data from a Windows
2000 platform on the source server to a Windows 2003 platform on the
target server. For details, see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.” You must also install the same Service
Update level on the target server as is installed on the source server.
to Contact Center Manager Administration on the target server. For

information, see Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to

CCMA 6.0 on same server.”

Upgrading access classes and partitions
To support the new partition and user options, users created in Symposium Web
Client 4.5 need to be upgraded to function correctly in Contact Center Manager
Administration 6.0.
This is an automatic process and is integrated into the Contact Center Manager
Administration upgrade/install application.
The upgrade procedure is logged to the following location on the Contact Center
Manager Administration server: Program Files\Nortel
Networks\WClient\Nortel_Log\APMUsersUpgrade.log.

Timing
The following upgrade times provide guidance on the time required for software
upgrade.
Upgrading from Symposium Web Client 4.5 (on Windows 2003) to

Release 6.0 on the same server
Preinstallation (including operating system installation/configuration): 2.5 hours
Upgrading the Server Software: 30 minutes
Postupgrade: 1.5 hours
Upgrading from Symposium Web Client 4.5 (on Windows 2003) to

Release 6.0 on a new server
Preinstallation: 7 hours (includes installation of SWC 4.5 on the target server)
Postinstallation: 1.5 hours
Ram: 1.0 GB

Chapter 8
Migrating SWC 4.5 platform from

Windows 2000 to Windows 2003
In this chapter
Overview 604
Section D: Migrating and restoring the data 707
Section F: Troubleshooting 757

Migrating SWC 4.5 platform from Windows 2000 to Windows 2003 Standard 10.15
Overview
This chapter describes how to migrate from Symposium Web Client 4.5 SU05
(or later) on a Windows 2000 Server/Advanced Server platform (source server)
to a Windows 2003 Server platform (target server). It is assumed that there is an
existing Symposium Web Client 4.5 SU05 (or later), which is correctly
configured and functioning on a Windows 2000 Server/Advanced Server
(source server) platform, and that there is a second server (target server)
available for an installation of Windows Server 2003 with Symposium Web
Client 4.5 SU05 (or later).
The procedures in this chapter describe an off-network migration. This gives

you the option of reusing the IP address of the source server, instead of having to
obtain a new IP address.
After completing the procedures in this chapter, you can perform a direct
upgrade from Symposium Web Client 4.5 on a Windows 2003 platform to
Contact Center Manager Administration 6.0. For information, see Chapter 9,
“Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server”.
Skills and privileges you need

Due to the complex nature of the procedure to migrate between platforms, it is
essential that the person performing the migration has expertise in information
technology and network administration.
You require administrative privileges on the source server and the target server
to perform some of the procedures in this guide.
Migration prerequisites
The migration procedure requires that you have two servers:
1. the current application server with Windows 2000 Server/Advanced Server
(source server) and Symposium Web Client 4.5 SU05 (or later) installed
2. a second server with Windows Server 2003 and Symposium Web Client
4.5 SU05 (or later) installed

December 2007 Migrating SWC 4.5 platform from Windows 2000 to Windows 2003
To successfully complete the migration without corruption of data, you must

ensure that your source server and target server meet the following conditions:
Each server must have the same version of Symposium Web Client and the
same Service Update installed. For example, if your source server has
Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/
Advanced Server installed, you must install Symposium Web Client 4.5
with SU06 on the Windows Server 2003 target server.
The Windows Server 2003 computer (target server) must be a member
server of the Windows 2000 Server/Advanced Server (source server)
domain.
The source server and the target server must have different names.
The Winzip application must be installed on both the source server and the
target server to extract the migration software.


Section A: Before you begin the

migration
In this section
Step 1. Print data migration checklists 608
Step 2. Download the ADAM data migration software 610

Step 1. Print data migration checklists
Print the following checklists before starting the migration. Use these checklists
to ensure that your servers are set up correctly and that all steps are performed.
Preparation checklist for Windows 2000 Server/Advanced Server

(Source Server)
1 Ensure that Symposium Web Client 4.5 SU05 (or later) is installed ❏
and configured on the source server. For information, see Step
3. “Ensure that SWC 4.5 SU05 (or later) is installed” on page 615.
2 Back up the Windows 2000 Server/Advanced Server (source ❏

server). For information, see Step 4. “Perform a full backup of the
source server” on page 616 and Step 5. “Back up migration data
on the source server” on page 617.
3 Copy and extract the AD Data Migration zip file onto Windows ❏
2000 Server/Advanced Server (source server). For information,
see Step 6. “Extract the AD Data Migration zip file onto the source
4 Ensure Domain Name Server (DNS) on Windows 2000 Server/ ❏

Advanced Server (source server) is correctly configured. For
information, see Step 7. “Ensure DNS is correctly configured on
the source server” on page 622.
5 Migrate filters containing routes. For information, see Step ❏
8. “Clear routes from filters” on page 629.

Preparation checklist for Windows Server 2003 (Target Server)
1 Install and configure Symposium Web Client 4.5 SU05 (or later) ❏
on the Windows Server 2003 (target server). For information, see
Step 9. “Install SWC 4.5 SU05 (or later) on the target server” on
page 633.
2 Ensure DNS is configured correctly on Windows Server 2003 ❏

(target server). For information, see Step 9. “Install SWC 4.5
SU05 (or later) on the target server” on page 633
3 Add Windows Server 2003 (target server) into the Windows 2000 ❏
Server/Advanced Server (source server) domain. For information,
see Step 10. “Ensure source server IP address is primary DNS
4 Log the target server onto the Windows 2000 Server/Advanced ❏

Server (source server) domain using domain Administrator
account. For information, see Step 13. “Log the target server onto
the source server domain” on page 705.
5 Copy and extract the AD Data Migration zip file onto the ❏
Windows Server 2003 (target server). For information, see Step
14. “Extract the AD Data Migration zip file” on page 706.

Step 2. Download the ADAM data migration

software
To complete a platform migration of Symposium Web Client 4.5 from Windows

2000 Server/Advanced Server (source server) to a Windows Server 2003 (target
server), you require ADAM data migration software. The software is available
on ESPL (Enterprise Solutions PEP Library), formerly known as MPL
(Meridian Patch Library).
You can download the software from www.nortel.com/espl.
Downloading the ADAM Migration software

You can find the software in the Web Client area on ESPL at the link entitled
ADAM Data Migration Software.
ESPL is available for distributors and certain COAM customers. To access

ESPL, you must register at www.nortel.com/register. After registering, call 1-
800-4-NORTEL to request access. All other customers seeking patch
information must contact their distributor or a Nortel representative. For North
American users, certification is required and can be obtained by attending the
Advanced Patch Training course (I.D. 6916AEN).
1 Go to www.nortel.com/espl.
2 From the main menu, select Multimedia PEP Search.
3 Select Click Here.
4 In the ID (SU or PEP) text box, type AD to ADAM Migration Tool.
5 Click Search.
Result: The search returns one item matching the search parameter.
6 Click the AD to ADAM Migration hyperlink from the search results list.
Result: A new window appears containing all details for the AD to ADAM
Migration Tool.
7 Scroll to the Attached Files section at the end of the page.
Result: There are two files located in the AD Data Migration.zip folder:

AD Data Migration.zip—The AD Data Migration software is packaged

as a zip file called AD Data Migration.zip. The zip file contains two msi
files called ADAM Migration Tool.msi and ADAMSchema.msi. This zip
file needs to be extracted onto both the source server and the target
server.
Migrating Symposium Web Client platform from Windows 2000 to
Windows 2003.
8 Click AD Data Migration.zip to download the required files to the directory
of your choice on the source server and the target server.


Section B: Prepare the source server for

the migration
In this section
Overview 614
Step 3. Ensure that SWC 4.5 SU05 (or later) is installed 615
Step 4. Perform a full backup of the source server 616
Step 5. Back up migration data on the source server 617
Step 6. Extract the AD Data Migration zip file onto the source server 621
Step 7. Ensure DNS is correctly configured on the source server 622
Step 8. Clear routes from filters 629

Overview
The following section details the tasks required to prepare the Windows 2000
Server/Advanced Server (source server) for the migration.
Nortel recommends that you print the checklists provided in step 1 to ensure that
each task is completed.
To prepare the source server for the migration you must complete the following
tasks:
Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and
configured on the source server.
Back up the source server.
Copy and extract the AD Data Migration zip file onto the source server.
Configure DNS on the source server.
Clear routes from filters.

Step 3. Ensure that SWC 4.5 SU05 (or later) is

installed
Your source server must be an existing application server with Windows 2000
Server/Advanced Server and Symposium Web Client 4.5 SU05 (or later)
installed.
You must install and configure the source server according to instructions in the
Nortel Symposium Web Client 4.5 Planning, Installation, and Administration
Guide.

Step 4. Perform a full backup of the source

server
Before you perform the migration procedure or perform any significant

upgrade of the application server, Nortel recommends that you make a
complete backup of the entire Symposium Web Client application server,
including Active Directory and system state, using a proven third-party
backup tool of your choice, or the Microsoft Windows 2000 Server backup
method. A full backup of the source server, including the system state,
allows regression of the source server back to its original state, if required.
During the backup procedure, you must ensure that no data is changed between
the back up of Active Directory and the data files. Therefore, Nortel
recommends that you perform backups during periods of low activity.
Performing a full backup of the Windows 2000 Server/Advanced

Server (source server)
If you encounter a problem with the migration procedure, or if you encounter
a product problem, you can use the full backup you created to return the
source server to its original state.
For details about creating full backups of the application server, refer to
Microsoft documentation or the documentation of the third-party backup tool of
your choice.
ATTENTION
You can use Backup to back up and restore data on either
File Allocation Table (FAT) or NT File System (NTFS)
volumes. However, if you back up data from an NTFS
volume used in Windows 2000, Nortel recommends that
you restore the data to an NTFS volume, or you may lose
data as well as some file and folder features.

Step 5. Back up migration data on the source

server
After you perform a full backup of the source server (see Step 4. “Perform a full
backup of the source server” on page 616), create a backup of the individual
Nortel data files that are stored outside of Active Directory on the source server.
Nortel recommends that you back up the individual Nortel files in addition to
performing a full backup of the source server as this creates a more manageable
backup file containing only the data files that need to be restored to the target
server.
The data files that are stored outside of Active Directory that you must back up
before performing the full platform migration procedure include the following:
Historical report data
Real-time display snapshots
Emergency Help snapshots
Schedule data
These files are not transferred automatically from the source server to the target
server during the migration. These files must be restored separately on to the
target server to complete the migration between platforms.
To back up these files, select one of the following options:

Option 1: Manually copy files—Manually copy the files to a secure
storage location, such as a tape drive or a safe network drive. For
information, see “Option 1: To back up data stored outside of Active
Directory by manually copying files” on page 618.
Option 2: Windows Backup Tool—Use the Windows Backup Tool to
back up the Symposium Web Client data files. For information, see
“Option 2: Using the Windows Backup Tool to back up data stored outside
of Active Directory” on page 618.

Option 1: To back up data stored outside of Active Directory by

manually copying files
Back up the files in the following list of folders to a secure storage location (for
example, a tape drive or a safe network drive):
C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
Networks\WClient\Apps\AccessMgmt\AccessXML
(where C is the drive on which Symposium Web Client is installed).
In addition to the preceding list of files, you must also back up any files that you
save on the application server for Symposium Web Client operations, such as:
custom report templates
Historical Reporting output files
snapshots of real-time displays
snapshots of Emergency Help panels
The locations of real-time display snapshots and emergency help snapshots are
decided by the user. The following is a list of default paths:
Real-time display snapshots are stored as HTML files at C:\Program
Files\Nortel Networks\WClient\Apps\Reporting\Real-time\Exports (where
C is the drive on which Symposium Web Client is installed).
Emergency Help snapshots are stored as HTML files at C:\Program
Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports (where C is
the drive on which Symposium Web Client is installed).
Option 2: Using the Windows Backup Tool to back up data stored

outside of Active Directory
You can use the Windows Backup Tool to back up the Symposium Web Client
data files. To do so, you must back up the Symposium Web Client files listed in
the procedure “Option 1: To back up data stored outside of Active Directory by
manually copying files” on page 618.

1 Click Start > Programs > Accessories > System Tools > Backup.
2 Click the Backup tab.
3 To create a backup set of selected files, open the Select Files To Backup
window.
In this window, each drive, folder, and file has a check box next to it. If a
check box is selected, the file, the contents of the folder, or the contents of
the drive are backed up. If a check box is selected with a dark background,
some items, but not everything, in the folder or drive is backed up.
4 Select the following files to back up:
C:\Program Files \Nortel
Networks\WClient\Apps\Reporting\Historical\rpt
(where C is the drive on which Symposium Web Client is installed).
the directories where you store the following types of files (if the
directories are not the default folders specified in step 4):
Historical report output files
Custom report templates
Real-time display snapshots—are stored as HTML files in the
following default path: C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the
drive on which you installed Symposium Web Client)
Emergency Help snapshots—are stored as HTML files in the
following default path: C:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive
on which you installed Symposium Web Client).
5 Click Next Step.
6 In the Select a destination for the backup window, select the destination
for the backup.

If you have a supported tape backup drive that is detected by Backup, it

appears at the bottom of the Select a destination for the backup window. If
you have no tape drive, or if your tape drive is not supported or detected,
you can select a floppy disk drive or a location on your hard disk.
To back up your files to a network drive, you must map a drive letter to the
network destination to which you want to back up your files. If you map a
drive letter to a network drive, Backup displays it in the Select a destination
for the backup window.
7 Click Start Backup. If you create a new backup set, you are prompted to
name the new backup set.
Result: Backup informs you when the backup operation is finished.

Step 6. Extract the AD Data Migration zip file

onto the source server
The AD Data Migration software is packaged as a zip file called AD Data

Migration.zip. For the download location of this software, refer to Step
2. “Download the ADAM data migration software” on page 610.
The zip file contains two msi files:

ADAM Migration Tool.msi
ADAMSchema.msi
This zip file needs to be copied and extracted onto the source server.
The Winzip application must be installed on the source server to extract the files
contained within the zip file.

Step 7. Ensure DNS is correctly configured on

the source server
This step provides detailed instructions for the correct configuration of DNS on
a Microsoft Windows 2000 server/Advanced Server running Active Directory
that is being used as a Symposium Web Client application server. This computer
acts as a Domain Controller as Active Directory must be installed for
Symposium Web Client to operate correctly.
Configuring the DNS Client on Symposium Web Client, for Host Name
Resolution
1 Click Start > Settings > Control Panel.
2 Double-click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

3 Right click Local Area Connection, and then select Properties from the
resulting menu.
Result: The Local Area Connection Properties window appears.

4 Highlight Internet Protocol (TCP/IP), and then click Properties.

Result: The Internet Protocol (TCP/IP) Properties window appears.
5 Click Advanced.
Result: The Advanced TCP/IP Settings window appears.

6 Click the DNS tab.

Result: The DNS page appears.
7 In the DNS server addresses, in order of use section, click Add.

Result: The TCP/IP DNS Server dialog box appears.
8 In the DNS Server box, type the IP address of the Symposium Web Client
server.
9 If the DNS server handles a standalone domain that is used only for the
Symposium Web Client application, do not select the Append primary and
connection specific DNS suffixes option.
10 If applications running on this server are required to resolve network names
that may not be fully qualified, Nortel recommends that you select the
Append these DNS suffixes (in order) option, and then click Add.
Result: The TCP/IP Domain Suffix dialog box appears.
11 In the Domain Suffix box, type the DNS suffixes that your organization
uses. These suffixes are used to create fully qualified names when queries
are forwarded from this server.
12 Select the Register this connection's address in DNS check box.

13 Click OK.
14 Click OK.
15 Proceed to the next procedure.
Configuring the DNS Server on Symposium Web Client to support

Forwarding
You must configure the DNS server running on the Symposium Web Client
application server to allow requests to be forwarded. This means that any
requests that the local DNS server process cannot resolve (for example, requests
for machine names that are not in the Symposium Web Client server domain)
are sent to another DNS server that can perform the translation. Nortel
recommends that the DNS servers that you configure are for the customer
network.
1 Click Start > Programs > Administrative Tools, and then click DNS.
Result: The DNS manager appears.
2 Expand the Forward Lookup Zone folder.

3 If only one zone using the domain name is present, proceed to step 5.

If the Forward Lookup Zones node contains two nodes, one titled ., a root
zone was configured. This indicates to the DNS server process that this
node is a root internet server (for example, it can resolve all DNS queries
without external assistance) and as such does not use forwarders or root
hints to resolve requests. You must remove this node before you can
enable DNS forwarding.
4 Right-click the . node, and then select Delete from the resulting menu.
5 Right-click the DNS server object, and then select Properties from the
resulting menu.
Result: The DNS server object properties dialog box appears.
6 Select the Forwarders tab.
Result: The Forwarders page appears.
7 Select the Enable Forwarders check box

8 In the IP address box, type the address of the first DNS server to which to
forward requests.
9 Click Add.
10 Repeat steps 8 to 9 to add any additional DNS servers to which requests
can be forwarded.

11 Click Apply.
12 Click OK.
13 Close the DNS manager.
14 Restart the DNS Server service.
15 Restart the server.

Step 8. Clear routes from filters
Due to the referential nature of Active Directory and Active Directory

Application Mode (ADAM), the ADAM migration procedure does not migrate
filters containing routes. This is because routes are not contained in partitions
and therefore are not referenced in Active Directory or Active Directory
Application Mode (ADAM).
To work around this limitation, you must clear routes before migrating filters
that contain routes.
ATTENTION
Any historical filter containing routes do not migrate, and you
lose all the information contained in the filter unless you
complete the procedure “Clearing routes from filters” on page
629.
Clearing routes from filters

For each user with historical filters containing routes:
1 Log on to Symposium Web Client on the Windows 2000 Server/Advanced
Server (source server).
2 Go to the Historical Reporting component.
3 Go to the Filtersets page in the Historical Reporting component.
4 Open each of the filters containing routes and clear all the route numbers.
ATTENTION!
You must keep a record of the routes you remove as you
must add the routes again after the migration.


Section C: Prepare the target server for

the migration
In this section
Overview 632
Step 9. Install SWC 4.5 SU05 (or later) on the target server 633
Step 10. Ensure source server IP address is primary DNS server 699
Step 11. Connect source server and target server off-network (optional) 701
Step 12. Add the target server to the source server domain 702
Step 13. Log the target server onto the source server domain 705
Step 14. Extract the AD Data Migration zip file 706

Overview
After you prepare the source server for the migration procedure, you must also
prepare the Windows Server 2003 (target server).
This section details the tasks required to prepare the Windows Server 2003
(target server):
Install Symposium Web Client 4.5 SU05 (or later) on the target server.
Ensure the IP address of the source server is configured as the primary DNS
server on the source server.
Add the target server (Windows 2003) into the source server domain.
Log the target server onto the Windows 2000 Server/Advanced Server
(source server) domain using domain Administrator account.
Copy and extract the AD Data Migration zip file onto the target server.
Nortel recommends that you print the checklists provided in Step 1 to ensure
that each task is completed.

Step 9. Install SWC 4.5 SU05 (or later) on the

target server
You must install and configure Windows Server 2003 and Symposium Web
Client 4.5 SU05 (or later) on the target server.
To successfully complete the migration without corruption of data, each server

must have the same version of Symposium Web Client and the same Service
Update installed. For example, if your source server has Symposium Web Client
4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, you
must install Symposium Web Client 4.5 with SU06 on the Windows Server
2003 target server.
For more information about installing and configuring Symposium Web Client
4.5, see the Nortel Symposium Web Client Planning, Installation, and
Administration Guide.
Installing and configuring Windows Server 2003

Before you can install the required third-party software or the Symposium Web
Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server.
Install Windows Server 2003 Enterprise Edition or Standard Edition,
including SMTP and IIS on the primary NTFS partition.
Windows Server 2003 requirements

When you install Windows Server 2003 Enterprise Edition or Standard Edition,
there are several Windows components in the installation process that are
required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol
(SMTP)
Terminal Services and Terminal Services Licensing

Because there are no specific guidelines or restrictions regarding the number or

size of the application server partitions for Symposium Web Client, the person
installing the software must determine the best hard disk configuration for the
application server. For example, there can be separate partitions for the
operating system, the application software, and the shared folders that are
required for exporting historical reports, or everything can be installed and
configured on the same partition.
To install IIS and Terminal Services, you must scroll through the list of
components, and check Application Server and the Terminal Services and
Terminal Services Licensing boxes. IIS is a subcomponent of Application
Server, and SMTP is a subcomponent of IIS.
Terminal Services can communicate with the Terminal Services License Server
(Terminal Services Licensing) only if they are in the same domain. Therefore,
Nortel recommends that you install both on the application server.
When you install Windows Server 2003, ensure that you install it on a clean
server that is newly partitioned and free of other operating system attributes. If
the server contains existing operating system attributes, or if it contains
partitions left over from a previous operating system installation, you must
manually configure the server with the correct IIS permissions for proper
Symposium Web Client functionality.
Client Access Licensing

Consult Microsoft for the latest information about Client Access Licensing.
ATTENTION
Nortel accepts no liability for end-user compliance with
Microsoft licensing agreements. This information is provided
for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000

Server Client Access License only; they do not require a separate Terminal
Services Client Access License.

If the application server is running Windows Server 2003, you can purchase
either one Windows Server 2003 Client Access License (CAL) per user (user
CAL) who accesses the application server, or per client PC (device CAL) that
accesses the application server. Choose the type of CAL that best suits your
organization.
Nortel does not provide these Client Access Licenses.

If the client PC accesses only Script Variables or Application Thresholds, these
licenses are not required.
Domain group policies and the application server

For Symposium Web Client to function properly when installed on a Windows
Server 2003 platform, the server on which ADAM is installed must not be a
domain controller. It is optional whether it is a member of a domain. If you
choose to add the server to an existing customer network domain, you must do
so after you install Symposium Web Client. You can join a Windows 2000 or a
Windows Server 2003 domain controller. However, you must note that each of
these domain controllers has different security policies that may affect the
application server.
Because Windows 2000 domain controllers do not have the additional Windows
Server 2003 security policies, when the application server is running Windows
Server 2003 and you add the server to a Windows 2000 domain controller, you
can only apply the Windows 2000 group security policies that are common to
Windows Server 2003. All new Windows Server 2003 security policies that are
not available in the Windows 2000 domain controller must be controlled by the
Windows Server 2003 local security policy.
If the application server is running Windows Server 2003 and you add the server
to a Windows Server 2003 domain controller, you can define the security
policies in the Organizational Unit (OU) of the application server and combine
this with the local server security policies for an effective security setting.

You may need to adjust your group policies for Symposium Web Client or
exclude the application server from a specific group policy if conflicts are
identified. For more information about group policies and Symposium Web
Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for
Windows Server 2003. This guide is available to distributors and channel
partners who have access to the Partner Information Center Web site
(www.nortel.com/pic).
Windows Server 2003 checklist

This checklist provides you with an high-level overview of the recommended
configurations for Windows Server 2003 that are specific to the Symposium
Web Client application.
ATTENTION
When you install Symposium Web Client, the Web Client
setup wizard creates a local Windows user called
iceAdmin, and assigns full administrative access rights to
this user. During the Symposium Web Client installation,
the setup wizard prompts you to specify the password for
this user. You can change this password after the
installation, but you cannot delete the local iceAdmin
user account in Windows Server 2003. If you delete this
user account, you cannot log on to Symposium Web
Client either as webadmin or as any other user.
Windows Server 2003 installation checklist ✓
Set up a partition on the application server with an NTFS file system on ❑

the partition that contains the Web Client application.
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions,
and selecting file systems, see your Microsoft Windows Server 2003
documentation for more information before you perform this procedure.
Failure to do so may result in loss of data.
After creating the partition, the system copies Windows Server 2003 ❑
files to the hard drive. When the copy process is complete, the system
restarts.

Regional and Language Options window ❑

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

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

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

The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
The number that you type in this box must be equal to at least the
number of Terminal Services Client Access Licenses (CAL) that you
purchase. The number of script editing sessions allowed depends on the
number of Windows Server 2003 CALs and Terminal Services CALs
that you purchase, whichever is lower.
For the Windows Server 2003 CALs, you ca purchase a user CAL for
each user who accesses the application server, or a device CAL for each
client PC that accesses the application server. Choose the type of license
that best suits your organization.
Each client accessing the Script Manager or Editor portion of Scripting
requires both of these types of licenses; however, you may have other
client workstations in your network that only have Windows Server
2003 CALs and do not require access to Scripting.

Computer Name and Administrator Password window ❑

1 The system displays a computer name. Change this name to match the
computer name supplied to you by the network administrator. The
computer name can be a maximum of 15 characters only and can only
include any one of the 52 English alphabetic characters (A through Z in
uppercase and “a” through “z” in lowercase), any one of the ten digits 0
through 9, and hyphens (-). No other characters are allowed (for
example, the name cannot include any underscores [_]).
2 Type the password for the Administrator account for this computer.
You must use this password whenever the username Administrator is
used to log on to the computer on which Symposium Web Client resides.
Warning
If, at a later date, you change the computer name that you chose during
the Windows Server 2003 installation, you run the risk of disrupting the
operations of both Symposium Web Client and Active Directory
Application Mode because both applications require that the computer
name be identified on the network.
To help prevent disruption, on a Windows Server 2003 platform (either
stand-alone or co-resident), if you change the computer name of the
application server after you install the Symposium Web Client software,
you must reset the computer name in IIS. Additionally, you must reset
the Symposium Web Client SOAP files to reflect the new name by
having an administrator or support technician run the ChangeSOAPSrv
utility.
Date and Time Settings window ❑

Adjust as required.
Network Settings window ❑

1 Click Custom Settings.
2 Click Next. The Networking Components window appears.

Networking Components window ❑

Use this window to set up subnets, gateways, and domain names.
Before you choose the domain name for the application server, consult
with your LAN administrator to ensure that it adheres to the naming
conventions established for your network. Domain names can only
include alphanumeric characters, including hyphens and periods, and
cannot include underscores.
1 Click Internet Protocol (TCP/IP), and then click Properties. The
Internet Protocol (TCP/IP) Properties window appears. Do not use
dynamic IP addressing.
2 Click Use the following IP address, and, in the IP address section,
enter the IP address for the application server, the subnet mask, and
default gateway that your company uses.
When you perform an off-network platform migration, you can use any
IP address in this step. At this point in the procedure, the IP address on
the target server must be different to the IP address on the source server.
However, you can change the IP address on the target server to the
source server IP address after the migration and before you connect the
server back to the network.
3 Click Use the following DNS server addresses, and then enter the IP
address for the Preferred DNS server and Alternate DNS server.
4 Click Advanced. The Advanced TCP/IP Settings window appears.

Advanced TCP/IP Settings window ❑

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

If you install a stand-alone or co-resident server, you add the server to
your domain only after you install the operating system and Symposium
Web Client.
1 Click No, this computer is not on a network, or is on a network
without a domain.
2 Click Next. The Installing Components window appears.
In Windows Server 2003, you can add the application server to an
existing domain, rather than setting it up as a domain controller. To do
so, you must choose No, this computer is not on a network, or is on a
network without a domain in this installation window, and then add the
server to your domain after you install the Symposium Web Client
application.
Installing Components window ❑

The Windows Server 2003 setup wizard continues with the installation,
copying the files required for the settings you selected. When it is
finished, the server restarts and you are prompted to log back on as the
Administrator account you created.

Manage Your Server ❑

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

Windows Components window ❑

Accept the default values in this window, and click Terminal Server,
Terminal Server Licensing, and Application Server. Terminal
Services is required for Symposium Web Client Scripting component.
1 IIS is a subcomponent of Application Server and is selected by
default. Click Application Server, and then click Details to check IIS
on the components list.
2 SMTP is a subcomponent of IIS and is cleared by default. Click
Internet Information Services, and then click Details to check SMTP
3 If you selected any values, click OK to return to the Windows
Components window.
4 Click Next.
As of date of publication, the following information about Client Access
Licensing was available from Microsoft. You must consult Microsoft for
the latest information. Nortel accepts no liability for end-user
compliance with Microsoft licensing agreements. This information is
provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a
Windows 2000 Server CAL only; they do not require a separate
Terminal Services CAL.
If the application server is running Windows Server 2003, you can
purchase either one Windows Server 2003 CAL per user (user CAL)
who accesses the application server, or per client PC (device CAL)
that accesses the application server. Choose the type of CAL that best
suits your organization.
Nortel does not provide these CALs.
If the client PC is accessing only Script Variables or Application
Thresholds, these licenses are not required.

Terminal Server Setup windows ❑

1 In the first window, read the information about Terminal Services, and
then click Next.
2 Click Full Security, and then click Next. The Terminal Server
Licensing Setup window appears.
3 Click Your Domain or Workgroup.
4 Accept the default location for the license server database, and then
click Next. The Configuring Components window appears.
5 When the system has finished configuring the components you
selected, restart the server when it prompts you to do so.
Creating shared folders on the application server ❑

After you install Windows Server 2003, create the shared folders and
add the printers on the application server that is used for Scripting and
Manually configuring Windows Server 2003 (only if installed on a

server that previously had Windows 2000 Server)
Nortel recommends that you install Windows Server 2003 on a clean server that
is newly partitioned and free of other operating system attributes. However, if
manually configure the server with the correct permissions for proper
Symposium Web Client functionality.
This procedure assumes that you install Windows Server 2003 on an application
server that had previous operating system attributes or partitions on it.
Follow the procedures in this section to manually configure the server. The
procedures can be broken down into two main steps, as follows:

1. After you install Windows Server 2003, verify that the default Windows
groups and permissions exist on all system drives.
2. If the default groups and permissions do not exist, add and remove groups
as necessary, and grant all groups the default permissions.
Verifying the groups and permissions on all system drives

By default, when you install Windows 2000 Server, the system includes the
following groups:
Administrators
Creator Owner
Users
System
When you install Windows Server 2003 on a computer that contains Windows
2000 Server attributes or partitions, you must ensure that the server contains
these default groups with the default permissions listed in this procedure. If the
drives contain any additional groups (for example, the Everyone group), you
must remove them.
1 Log on to the application server with administrator privileges.
2 On the application server, in Windows Explorer, navigate to drive C:, right-
click it, and then select Properties from the resulting menu.
Result: The Local Disk <drive letter> Properties window appears.
4 In the Group or usernames box, ensure that the Administrators group
appears with Allow check boxes selected for the following permissions:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write

If the permissions are different than these, select or clear the Allow check
boxes until they match these permissions, and then click OK to save your
changes.
If the Administrators group is not listed, you must add it on this drive with
the preceding list of permissions. For information, see “Adding the required
groups to all system drives” on page 647.
5 Click Apply to save your changes.
6 In the Group or usernames box, ensure that the Creator Owner group
appears with no permissions selected in the Allow column at the bottom of
the window.
By default, the Special Permissions check box is selected. However, this
permission is read-only and cannot be changed.
8 In the Group or usernames box, ensure that the System group appears
with the following permissions selected in the Allow column at the bottom
of the window:
Full Control
Modify
Read & Execute
Read
Write
If the permissions are different than these, add or remove check marks in
the Allow column until they match these permissions, and then click OK to
save your changes.
If the System group is not listed, you must add it on this drive with the
preceding list of permissions. For information, see “Adding the required
groups to all system drives” on page 647.
10 In the Group or usernames box, ensure that the Users group appears with
the following permissions selected in the Allow column at the bottom of the
window:
Read & Execute


Read
If the permissions are different than these, select or clear the Allow check
boxes until they match these permissions, and then click OK to save your
changes.
If the Users group is not listed, you must add it on this drive with the
preceding list of permissions listed. For information, see “Adding the
required groups to all system drives” on page 647.
11 If any other groups appear in this window (for example, the Everyone
group), highlight the group, and then click Remove.
12 Click Advanced.
Result: The Advanced Security Settings for Local Disk <drive letter>
window appears.
13 Ensure that the settings are as shown in the preceding figure:

Administrators has Full control permissions over This folder,
subfolders and files
Creator Owner has Full control permissions over Subfolders and
files only

System has Full control permissions over This folder, subfolders

and files
Users has Read & Execute permissions over This folder, subfolders
and files
14 If there are any extra permissions or groups shown (for example, the
Everyone group), highlight them, and then click Remove.
15 Click OK to save your changes and close the Advanced Security settings
window.
16 In the Local Disk <drive letter> Properties window, click OK to save all your
new settings.
Result: A window appears, asking you to confirm that you want to apply
these changes.
17 Click OK.
18 Repeat steps 2 to 17 on each system drive in the application server.
Adding the required groups to all system drives

If any of the default groups that you require do not exist on any of the system
drives, you must add them. After you add them, follow the steps in “Verifying
the groups and permissions on all system drives” on page 644 to grant the
groups the proper permissions.
1 Log on to the application server with administrator privileges.
2 On the application server, in Windows Explorer, navigate to drive C:, right-
click it, and then select Properties from the resulting menu.
Result: The Local Disk <drive letter> Properties window appears.
4 Click Add.
Result: The Select Users, Computers, or Groups window appears.
5 In the top of the window, locate the group that you want to add (for
example, Users).
6 Double-click the account.
Result: The user account appears at the bottom of the window.

7 Click OK.
Result: The user account appears in the Local Disk <drive letter>
Properties window.
8 Follow the steps in the procedure “Verifying the groups and permissions on
all system drives” on page 644 to grant the group the proper permissions.
9 Repeat steps 4 to 8 until you add all the required groups.
Applying security patches to the application server

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

follow Microsoft recommendations regarding newly discovered vulnerabilities,
and that you promptly install any security patches issued by Microsoft. Nortel
also recommends that you follow the security guidelines for Symposium Web
Client, which are available through Nortel support organizations or your
distributor.
Whenever possible, Nortel incorporates the latest OS security recommendations

and patches in an integrated solutions testing strategy during each test cycle.
However, due to the urgent nature of security patches when vulnerabilities are
discovered, Nortel recommends that customers follow Microsoft guidelines as
they are issued, including any Microsoft installation procedures and security
patch rollback processes that may be in place. Finally, you must make a full
system backup before patching the system to ensure that a rollback is possible, if
required.

If Symposium Web Client does not function properly after you apply a
Microsoft security patch, you must remove the patch and revert to the previous
version of Symposium Web Client (from the backup you made before applying
the patch). For added security, always check to see if Nortel verified the
Microsoft patch for its compatibility with Symposium Web Client by going to
the Symposium Web Client section of the Partner Information Center (PIC)
Web site at www.nortel.com/pic. On this page, under the Tools section heading,
click the link for the Symposium Service Packs and Security Hotfixes
Compatibility List.
Installing Sybase Open Client on the application server

You must install this software to use the Historical Reporting or Contact Center
Management component of Symposium Web Client. You must install this
application after you install Windows Server 2003, but before you install
Symposium Web Client.
If you require any other third-party software (such as third-party backup utilities
or antivirus software), you must install it after you install Symposium Web
Client.
Open Client driver. For details, see “Upgrading the Sybase 12.5 ODBC driver”
on page 653.

If Sybase version 12.0 is installed on the application server, you can perform an
upgrade to Sybase version 12.5 using the following procedure. If you have a
version of Sybase earlier than 12.0 installed on the application server, you must
uninstall it before you install version 12.5. For information about uninstalling
the software, see the documentation posted on the Sybase Web site at
www.sybase.com.
Result: The System Properties window appears.
Result: The Environment Variables window appears.

4 Within the System variables section, locate the Sybase software entries.
For example, if Sybase Open Client version 12.0 is installed on the server,
it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version
12.5, it says SYBASE_OCS: OCS_12_5.
Installing Sybase Open Client

If you install Symposium Web Client on a co-resident server with Symposium
Call Center Server, Sybase Open Client version 12.5 is already installed, and
you need not install it again.
You can use this procedure to install Sybase Open Client version 12.5 for the
first time, or to upgrade from version 12.0.
Symposium Web Client functions with Sybase Open Client 12.5 only. If the
application server already has a version of Sybase installed that is newer than
version 12.5, you must uninstall it completely before installing version 12.5.
1 Insert the Symposium Call Center Web Client CD in the CD-ROM drive.

4 Click CD or Floppy to indicate that you want to install Sybase Open Client
from the CD-ROM.
appears.

5 Click Next.
Result: The Run Installation Program window appears.
6 Click Browse and navigate to the Sybase folder on the CD-ROM:
D:\SYBASE, where D is the CD-ROM drive.
7 Double-click setup.exe.
Result: The path to the setup.exe file appears in the Open box.
8 Click Next.
Result: The Sybase Installer window appears, followed by the Installation
Type window.
Result: The Choose Directory window appears.
10 If you install the software for the first time, type a custom location in which
to install the software, or accept the default location shown. Nortel
recommends that when you upgrade from Sybase 12.0, you type the same
folder in which the Sybase software is currently installed. For example, if
the software is installed on drive E: in a folder called Sybase, you type
E:\Sybase. However, if you do not know this location, you can type a
custom location in which to install the software, or accept the default
location shown (C:\SYBASE).
ATTENTION
When you choose a custom location in which to install
11 Click Next.
Result: The Summary window appears, displaying the components being
installed.
12 Click Next.
Result: The Create Directory window appears, prompting you to confirm
the name of the directory to which the files are copied.

13 Click Yes.
Result: The Installing window appears, displaying a status bar while the
system installs the program. If you upgrade to Sybase version 12.5, the
system asks if you want to overwrite the following existing Sybase .DLL
files. Click Yes when prompted to replace/reinstall these Sybase files:
If the system prompts you to replace the following optional file, you can
click either Yes or No. Because the file is optional, your choice does not
affect the Sybase installation:
replace Power Dynamo version 3.0.0 with version 3.5.2
system DLLs.
If the message “COMCTL32.DLL – The system does not need this update.”
appears, click OK.
When the installation is complete, the Sybase Installer window appears,
prompting you to restart the system before configuring the installed
components.
14 Click Yes.
Result: It can take several minutes for the dialog box prompting you to
restart to system to appear. Do not attempt to manually restart the system.
When restarting, log on as a user with administrator privileges. After the
system restarts, the Information window appears, confirming the Sybase
installation.
ATTENTION!
Do not remove the Symposium Web Client CD from
the CD-ROM drive during the system restart process.
The installation wizard carries out some final
configuration procedures after the system restarts.
15 Click OK.

“Upgrading the Sybase 12.5 ODBC driver.”
Upgrading the Sybase 12.5 ODBC driver


Call Center Server, Sybase Open Client version 12.5 is installed and you need
not install it again, and you need not upgrade the Sybase 12.5 ODBC driver.
For further instructions, see the instructions.txt file, which is in the EBF11113
folder on the Symposium Web Client CD-ROM.
If Sybase Open Client 12.5 is installed on the application server and you
upgrade Symposium Web Client 4.5 from one build to the next, you must still
perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver
before you upgrade the Symposium Web Client software.
1 On the application server, free up all active Sybase Open Client
connections as follows:
a. Close all Symposium Web Client browser sessions.
b. Stop any other third-party applications that are running on the
application server and that use Sybase Open Client.
2 On the application server, reset IIS as follows:
b. In the Open box, type iisreset, and then click OK.
a. On the application server, open an MS-DOS prompt, and then navigate
to the root directory of the Symposium Web Client CD-ROM.


xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
ODBC driver, %SYBASE% is the environment variable containing the
directory location of Sybase Open Client 12.5 software installed on the
application server, and C:\EBF11113.TXT is the log file that you can
use to verify whether all the files were copied correctly. The portion of
the command that lists /S /E /V /Y is forward slash (/), followed by the
letter shown.
4 On the application server, verify that the system successfully updated the
driver as follows:
a. Click Start > All Programs > Administrative Tools.
b. Click the Data Sources (ODBC) icon.
c. Click the Drivers tab.
d. In the tab, scroll down until you locate the Sybase ASE ODBC driver.
C:\EBF11113.txt, to verify whether any error messages were recorded
during the xcopy.
following list:

25 File(s) copied
Installing Symposium Web Client 4.5 on the application server

Before you begin:
1. Ensure that you installed and configured the following Windows
components and third-party software on the application server:
Windows Server 2003 Enterprise Edition or Standard Edition
Internet Information Services (IIS) with SMTP
Terminal Services and Terminal Services Licensing (required only for

the Script Manager or Editor portion of the Scripting component)
Sybase Open Client version 12.5 (required for Historical Reporting and
Contact Center Management)
If the setup wizard does not detect these programs or components on the
application server, it terminates the installation process.

2. Decide if you will install Symposium Web Client as the default Web site on
the application server, or if you will install it as a virtual directory on an
existing Web site.
ATTENTION
Nortel recommends that you install Symposium Web
Client as the default Web site, reserving the
application server solely for the use of Symposium
Web Client.
3. Verify that IIS is completely installed before you install Symposium Web
Client. Click Start > All Programs > Administrative Tools. If Internet
Services Manager is listed, it means that IIS was successfully installed. If it
does not appear, you must ensure that it is correctly installed before you
proceed with the Symposium Web Client installation.
Installing Symposium Web Client on the application server (no

ADAM replication)
Symposium Web Client on the application server.
1 Insert the Symposium Web Client CD in the CD-ROM drive.


4 Click CD or Floppy to indicate that you want to install Symposium Web
Client from the CD-ROM.
appears.
5 Click Next.
Result: The Run Installation Program window appears, and D:\setup
appears by default in the Open box, where D is the CD-ROM drive.
6 Click Next.
Result: The program checks to see if the required third-party software is
installed on the server, and stops the installation if any of the minimum
requirements listed are not met. If all requirements are met, the installation
continues and The Symposium Web Client Setup Wizard window appears.
7 Click Next.
Result: The Key Code Information window appears.

8 Type the serial number and key code for your Symposium Web Client 4.5
application.
Note: The serial number is the SWC ID provided on the Symposium Web
Client Keycode Acknowledgement sheet that is shipped with the software.
ATTENTION
Key codes are case-sensitive.
9 Click Next.
If you make an error entering the key code or serial number, the system
displays an error message in a dialog box. Click Back to return to the Key
Code Information window, and reenter the information.
Result: The replication selection window appears.

10 Click No.

information.
12 To set up access restrictions for this Symposium Web Client installation,
select one of the following options:
Anyone who uses this computer (all users) indicates that you want
anyone who can log on to the computer to also be able to log on to

can prevent users who have authorization to use
Symposium Web Client from using the application server
when they need to.
Only for me (<username>) indicates that you want to make sure that
only a user with your username and password can log on to Symposium
Web Client.

13 Click Next.
Result: The SOAP Configuration Parameters window appears.
14 Type the URL that you use to access Symposium Web Client on the
application server (without the http:// prefix) so that certain Simple Object
Access Protocol (SOAP) Web Services Description Language (WSDL) files
are installed and function properly.
OR
If the Symposium Web Client default URL is the same as the application
server computer name, accept the default value shown.
OR
If the Symposium Web Client default URL is the application server fully
qualified host name (for example, <computername>.<domain name>.com),
type this name.
OR

If you install Symposium Web Client as a virtual directory on an existing

Web site, type either the computer name or the fully qualified host name as
usual; do not type a value that includes the virtual directory name.
ATTENTION If you are uncertain of the Symposium Web Client default

URL, you can accept the default value shown. However,
if the client PCs that are used to access the application
server are outside the server domain, you must type the
fully qualified domain name here. To view the fully
qualified domain name of the server, ping the server
computer name. The results of a successful ping include
the fully qualified domain name.
application server as a Trusted Site when you configure Internet Explorer
on the client PC, you must also add the fully qualified domain name as a
Trusted Site on each client PC that accesses the application server.
If you change the computer name after you install Symposium Web Client
on Windows Server 2003, some SOAP processes do not function properly
(because they still refer to the old computer name), and you cannot work
with the components that require SOAP functionality, such as
Configuration. For more information about changing the computer name of
the application server, see Appendix B, “Change the names or IP
addresses of servers.”.

15 Click Next.
Result: The Port Configuration for ADAM window appears.
16 Based on the server configuration, the default values in this window vary,
as follows:
Before accepting these default values, check with your administrator to
ensure that no other applications use these ports. If so, ask your
provided.

17 Click Next.
Result: The Web Site Type window appears.
18 To install Symposium Web Client as the default Web site on the application
server, select the Default option. Nortel recommends that you select
Default, reserving the application server solely for the use of Symposium
Web Client for optimum performance.
OR
To install Symposium Web Client as a virtual directory on an existing Web
site, select the Existing option and Click Next.
default name. To change the name, type a new name.
Note: The name you choose becomes the name of the folder in the Default
Web Site tree in IIS.

19 Click Next.
Result: The Setup Type window appears.
20 Select Complete.
21 Click Next.

22 Click Next.
ATTENTION If you did not install the required third-party applications

prior to installing Symposium Web Client, installation
ends. An error dialog box appears listing the missing
software, and the setup wizard closes. You cannot
complete the Symposium Web Client installation until you
install all required software.
Result: The Installing Symposium Web Client window appears.
If there are files in use or open windows that prevent the Symposium Web
Client installation from proceeding, the Files in Use window appears. To
continue with the installation, close the files or windows listed, and then
click Retry. Occasionally, the window notifies you that you must close the
Add/Remove Programs window. In this case, click Retry. If the installation
does not proceed, click Ignore. The installation proceeds.
Change window appears, prompting you to type a custom password for the
iceAdmin user account. This user account has full administrative privileges
and is required for proper Symposium Web Client functionality.

You are required to type the old password only if you reinstall Symposium
Web Client 4.5 and you chose to preserve customer data when you
uninstalled the original software. When you perform a fresh installation, the
Old Password box is disabled.
account.
After you install Symposium Web Client, you can change this custom
password.
25 In the Confirm Password box, type the password again, and then click
OK.
registers the new password, and then the installation proceeds. It continues
with installing the Crystal Reports templates.

Then the system installs Active Directory Application Mode (ADAM).
26 When the system is finished installing ADAM, click Next.

Result: The Welcome to the InstallShield Wizard for ServerSoapInstall
window appears.

Sometimes the Welcome window does not appear; instead, the system
automatically starts installing the SOAP files.
Result: The system installs the required SOAP components and the ADAM
schema. The Completing the Symposium Web Client Setup Wizard window
appears.

Result: If you install Symposium Web Client on a co-resident server, and
you choose to install TAPI 3.0 on the server, a window appears asking you
to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.

If you choose not to install TAPI 3.0, the Symposium Web Client Installer
Information dialog box appears.
Click Yes to restart your computer.

28 Click Install.
Result: The Installing Symposium Web Client window appears with a
status bar that displays the progress of the installation process. When the
installation is complete, the Completing Symposium Web Client Setup
29 Click Finish.
Result: The Symposium Web Client Installer Information window appears.
30 Click Yes to restart the system.
Applying the Service Update

Download and apply the same Service Update as is currently on the Windows
2000/Advanced server (source server) from the Nortel Enterprise Solutions PEP
Library Web site at www.nortel.com/espl. To register for this Web site, follow
the instructions listed at www.nortel.com/register.
Configuring the application server (Windows Server 2003)

You must perform this procedure on application servers running Windows
Server 2003 after you install Symposium Web Client. This procedure replaces
the anonymous user account in IIS (IUSR_ComputerName) with a custom user
account that is created during installation of SWC (IUSR_SWC).

You need to perform this procedure once only and only if the operating system
installed on the application server is Windows Server 2003. If you upgrade
Symposium Web Client after you perform this procedure, you need not perform

IIS


4 In the right pane, right-click the IUSR_SWC user account, and then select
Set Password from the menu.

5 Click Proceed.
7 Click OK.
8 Click OK.
Manager.

computer).




15 Click Browse.
16 Click Advanced.
Result: The following window appears.

17 Click Find Now.


click OK.
19 Click OK.

21 Click OK.
window reappears.
27 Click OK.
Changing the iceAdmin user account password

After you install Symposium Web Client and specify a custom password for the
iceAdmin user account, you can change the password for this account by
performing the procedure in this section. This procedure is optional.
ATTENTION
setup wizard creates a Windows user called iceAdmin
and assigns full administrative access rights to this user.
During the Symposium Web Client installation, the setup
wizard prompts you to specify the password for this user.
You can change this password after the installation by
performing the following procedure, but you cannot
delete the iceAdmin user account in Windows. If you
delete this user account, you cannot log on to Symposium
Web Client either as webadmin or as any other user.

1 Click Start > All Programs > Symposium Web Client > Configuration.
2 In the left pane, click Nortel Networks.
3 Click IceAdmin Password Change.

account.

OK.
To configure Internet Explorer 6.0 or later on the client PC

Before you begin, ensure that you install the latest available Service Packs. For
more information about the required service packs for Internet Explorer 6.0 and
later, see www.microsoft.com. To verify the installed Service Pack, start
Internet Explorer and select Help > About from the menu.

client PCs running Windows XP with SP2” on page 687.
supported Service Pack” on page 689.






OR


following:
File download
10 Click OK.

13 Click Apply.
16 Click Sites.
check box.
19 Click Add.
OR

21 Click Add.
Management.
check box.

procedures in “To configure Internet Explorer 6.0 or later on the client PC” on

For further details about adding programs or services to the firewall exceptions
list, consult www.microsoft.com.
Windows Firewall.
Explorer, and then proceed to step 4.
OR
If Internet Explorer is not listed, on the Exceptions tab, click Add
Program.

OK.
4 Click OK.

procedure.

Pack 2
www.microsoft.com.
Use this procedure to individually open the following ports:

Emergency Help, UDP 8200
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
Unicast real-time reports, UDP 7025;7035;7045;7055;7065;7075;7085;
7095;7105;7115;7125;7135
Properties.
If the Settings button is unavailable, Internet Connection Firewall is not
enabled on this connection, and you need not open any ports (because
they are all already open).
Sharing: Port 445.

use 127.0.0.1.
Microsoft Windows XP Service Pack 2. This document is located on the Partner



settings detailed in “To configure Internet Explorer 6.0 or later on the client
PC,” on page 681.






following:
File Download
10 Click OK.

Blocker Settings.
14 Click Add.
15 Click Close.

Install Simple Object Access Protocol

Previous versions of Symposium Web Client used Remote Data Service (RDS)
technology for retrieving data through client PCs from the application server.
However, in Symposium Web Client 4.5 and later, this method of data retrieval
is no longer applicable.
For Symposium Web Client 4.5 (and later) to function correctly, you must
install a software package containing Simple Object Access Protocol (SOAP)
components. You must perform this installation on every client PC that accesses
the application server and that runs any one of the following operating systems:
Windows Server 2003, Windows XP, Windows 2000 Professional,
Windows 2000 Server, or Windows 2000 Advanced Server
SOAP provides a means of communication between applications running on

different operating systems, with different technologies and programming
languages.
Installing Simple Object Access Protocol

When you use the client PC to connect to an application server running
Symposium Web Client 4.5, the system checks whether the client PC contains
the required SOAP files. If SOAP 3.0 is not installed, a warning message
appears, followed by a series of windows that enable you to download and
install the SOAP files directly from the application server. You have three
choices: you can click Cancel to download it later; you can save the software to
the client PC hard disk for later installation; or you can install the software
immediately.
Some Internet Explorer versions require the Internet Explorer setting Automatic
prompting for file downloads in the Downloads section also to be set to Enable
for the Trusted Sites zone, to allow the SOAP files download prompt to be
displayed.
Only users who log on to the client PC with administrator privileges can install
the software. If users without administrator privileges log on to the client PC,
they can download and save the ClientSOAP.msi file to the client PC hard drive.
An administrator can then install the software later by double-clicking this file.
However, note that you cannot use Symposium Web Client until the client
SOAP software is installed.

You need to perform this installation once only on each client PC, regardless of
the number of Symposium Web Client upgrades you install afterward.
1 On the client PC, open Internet Explorer.
2 In the Address box, type the URL address of the application server. The
default URL address is http://<Application Server>.
3 Press Enter.
Result: The Symposium Web Client main logon window appears.
4 In the username and Password boxes, type your logon details, and then
click Login.
Result: A warning message appears, notifying you that you must have
SOAP 3.0 installed on the client PC.
5 Click OK.
Result: A message box appears, enabling you to download the SOAP
package.
6 Click OK to download the SOAP software.

To download the software at a later date, click Cancel. Symposium Web

Client does not function properly until you install SOAP on the client PC.
Result: A window appears, enabling you to download and install the
SOAP files immediately, or save the files to the client PC for a later
installation.
7 Click Open to begin the installation. You must be logged on with

administrator privileges to install the SOAP software.

If you prefer to save the SOAP installation file, ClientSOAP.msi, to the

client PC for a later installation, click Save. A window appears, enabling
you to choose the location where you want to save the file. A user with
administrator privileges must double-click this file to install the software on
the client PC.
Result: The installation program verifies the operating system and setup of
the client PC. The SOAP installation proceeds and the Welcome window
appears. You may have to wait a few moments while the program searches
for installed applications, as shown in the following figure:

8 When the program finds the required applications, click Next.

9 Click Install.
Result: The Installing SOAP window appears.
The program installs the required SOAP components. When it is finished,

the InstallShield Wizard Completed window appears.
10 Click Finish.

Step 10. Ensure source server IP address is

primary DNS server
Before you migrate Symposium Web Client data from the source server to the
target server, you must ensure that all domain member servers and clients point
to your Windows 2000 DNS server (that is, your source server). Therefore, in
TCP/IP properties your primary DNS server must be the IP address of the
Windows 2000 DNS server (that is, the IP Address of your source server).
Configuring DNS on the target server to use the Windows 2000 DNS
server (source server)
Section B: Prepare the source server for the migration613

3 Right-click Local Area Connection and then click Properties.

4 Click on Internet Protocol (TCP/IP) and then click Properties.

Result: The Internet Protocol (TCP/IP) window appears.
5 In the Preferred DNS server box, enter the IP Address of the Windows
2000 Server/Advanced Server (source server).
6 Click OK.

Step 11. Connect source server and target

server off-network (optional)
This step is optional. To eliminate the need to obtain a second IP address for the
target server, you can perform a full platform migration off-network.
Connecting source server and target server off-network

1 Remove the network cable from the source server to isolate it from the
network.
2 Connect the source server and the target server using a hub or a crossover
cable.

Step 12. Add the target server to the source

server domain
The Windows Server 2003 computer (target server) must be a member server of
the Windows 2000 Server/Advanced Server (source server) domain.
Adding the target server (Windows 2003) to the source server domain

2 Click the Computer Name tab.

Result: The Computer Name page appears


4 To add the server to an existing domain, select the Domain option, and
then type the name of the domain (you must provide the fully qualified
5 Click OK.

8 Click OK.
Result: A window appears welcoming you to the domain that you specified.

Step 13. Log the target server onto the source

server domain
After the Windows Server 2003 (target server) boots to Control-Alt-Delete, you
must log the target server onto the Windows 2000 Server/Advanced Server
(source server) domain.
Logging the target server on to the source server domain using the
domain Administrator account
1 Press Ctrl-Alt-Del.
2 Click the Options button on the log on screen.
3 Select the Windows 2000 Server/Advanced server domain from the list.
4 Log on to the Windows Server 2003 (target server) using domain
administrator username and password.

Step 14. Extract the AD Data Migration zip file
The AD Data Migration software is packaged as a zip file called AD Data

Migration.zip. For the download location of this software, refer to Step
2. “Download the ADAM data migration software” on page 610.
The zip file contains 2 msi files:

ADAM Migration Tool.msi
ADAMSchema.msi
This zip file needs to be copied and extracted onto the target server.
To extract the files contained within the .zip file, the Winzip application must be
installed on the target server.

Section D: Migrating and restoring the

data
In this section
Overview 708
Step 15. Prepare the source server for the Active Directory transfer 711
Step 16. Migrate the Active Directory data to the target server 713
Step 17. Update the DNS configuration of the target server 718
Step 18. Reset the new computer name of the target server 725
Step 19. Run the Symposium Web Client ChangeSOAPSrv utility 731
Step 20. Reset iceAdmin password 732
Step 21. Change the IP address of the target server 734
Step 22. Reconnect to the customer LAN 737
Step 23. Restore the data files from the source server to the target server 738

Overview
This section describes the procedures that you must follow to migrate and
restore your server data from Symposium Web Client 4.5 SU05 (or later) on
Windows 2000 Server/Advanced Server (source server) to Windows Server
2003 (target server).
Prerequisites
The migration procedure requires that you have two servers:
1. the current application server with Windows 2000 Server/Advanced Server
(source server) and Symposium Web Client 4.5 SU05 (or later) installed
2. a second server that has Windows Server 2003 (target server) with
Symposium Web Client 4.5 SU05 (or later) installed
To successfully complete the migration without corruption of data, you must

ensure that your source server and target server meet the following conditions:
Each server must have the same version of Symposium Web Client and the
same Service Update installed. For example, if your source server has
Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/
Advanced Server installed, you must install Symposium Web Client 4.5
with SU06 on the Windows Server 2003 target server.
The Windows Server 2003 computer (target server) must be a member
server of the Windows 2000 Server/Advanced Server (source server)
domain.
The source server and the target server must have different names.

Migrating data stored in Active Directory

To begin the migration process, you must transfer all Symposium Web Client
data that is currently stored in Active Directory on the Windows 2000 Server/
Advanced Server (source server) to the Active Directory Application Mode
(ADAM) storage framework on the Microsoft Windows Server 2003 (target
server). The data that you transfer in this procedure includes all your existing
access classes, partitions, and so on, so that you can continue to use Symposium
Web Client as before.
The main tasks in the data migration are:

Preparing the Windows 2000 Server/Advanced Server (source server) by
running the ADAM Migration Tool.msi.
This msi file modifies Active Directory data on the source server so that the
data transfer to Active Directory Application Mode on the target server can
succeed.
Migrating your Symposium Web Client data (stored in Active Directory)
from the source server to Active Directory Application Mode (ADAM) on
the target server.
Only data stored in Active Directory on the source server is transferred during
the data migration.
The procedures for migrating data stored in Active Directory are documented in
Step 15. “Prepare the source server for the Active Directory transfer” on page
711 and Step 16. “Migrate the Active Directory data to the target server” on
page 713.
Restoring data that is not stored in Active Directory

The migration tool does not transfer the following information from the
Windows 2000 Server/Advanced Server (source server) to the Windows Server
2003 (target server):
Real Time Reporting Configuration settings (IP Send and IP Receive
Addresses)
Emergency Help Configuration Settings
Filters containing routes

Files that are not stored in Active Directory.
These files are restored from your backup files or reconfigured on the target
server after you complete the migration procedure.
The procedures for restoring data that is not stored in Active Directory are
documented in Step 17. “Update the DNS configuration of the target server” on
page 718.

Step 15. Prepare the source server for the

Active Directory transfer
Before you migrate your data from the source server to the target server, you
must run the ADAM migration tool utility to prepare the source server for the
Active Directory transfer. This utility creates a new attribute in the Active
Directory schema and copies data into this new attribute, enabling all data to be
transferred to Active Directory Application Mode (ADAM) on the target server.
To prepare the source server, you require the AD to ADAM Data Migration
software. Therefore, you must ensure that you extract the software on the
application server. For information, seeStep 6. “Extract the AD Data Migration
zip file onto the source server” on page 621.
Executing the ADAM migration tool on the source server

1 Log on to the source server using the Administrator account.
ATTENTION
You must log on to the source server using the
Administrator account before your run the ADAM
Migration Tool.msi. If you log on to the source server
using another account, or a local administrator account,
the ADAM Migration Tool.msi does not function correctly
and the migration does not succeed.
2 Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are

present on the source server. To download these tools, see Step
6. “Extract the AD Data Migration zip file onto the source server” on page
621.

3 From the source server, run the file called ADAM Migration Tool.msi.
Result: The ADAM Migration Tool window appears.
4 Click Next.
Result: The system configures Active Directory.

Step 16. Migrate the Active Directory data to

the target server
Before you perform this procedure, you must know the following information:
The name of the Windows 2000 Server/Advanced Server (source server)
domain to which the source server belongs
The administrator password for the Windows 2000 Server/Advanced
Server (source server)
Transferring the Active Directory data to the target server

1 Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are
present on the target server. To download these tools, see Step
14. “Extract the AD Data Migration zip file” on page 706.
2 From the target server, run ADAM Migration Tool.msi.

3 Click Next.
Result: A message window appears checking that you executed the ADAM
Migration Tool on the source server. This procedure is detailed in
“Executing the ADAM migration tool on the source server” on page 711 and
must be completed before you proceed to Step 4.
4 Click Yes.
Result: The ADAM Migration Tool - Install Shield Wizard window appears.
5 In the Enter the domain name of the Win 2000 Server text box, type the
name of the domain of the Windows 2000/Advanced Server (source server)
of which the Windows Server 2003 (target server) is now a member.
ATTENTION
Ensure the domain name is entered correctly otherwise
the data does not transfer successfully.
When you add the domain name, you must use the
domain name and not the netbios name (that is, do not
append a 0 at the end of the domain name). You must
also include the extension. For example, .com.

6 Accept the default port numbers shown for LDAP and SSL, or type new
values if your administrator instructs you to do so. If you change these
default values, they must be unique within your organization.
7 Click Yes to create a log file during the file transfer. The log file stores
information about the transfer, such as the data transferred and any errors
that occurred during the migration.
Result: A box appears, prompting you to type the name of the log file.
8 Type the name of your log file.
When you type the name of your log file, do not include a directory path, as
the log file is automatically created in
C:/Program Files/Nortel Networks/WClient/Nortel_Log where C is the drive
on which you installed the Symposium Web Client software.
You must ensure that you have sufficient space to store this file, as it can
be quite large, depending on the amount of data you transfer. You cannot
choose the storage location of this file.
9 Click Next.
10 Click Install to start the synchronization of Active Directory data (on the
source server) with Active Directory Application Mode (ADAM) data (on the
target server).
Result: The system begins the migration. A window appears, asking you to
confirm that Active Directory Application Mode (ADAM) is to be removed
from the Windows Server 2003 (target server).
11 Click Yes.
Result: Once Active Directory Application Mode (ADAM) is removed,
another window appears.

12 Click OK.
Result: The system then reinstalls Active Directory Application Mode
(ADAM) with new settings that enable the synchronization process to take
place. When it is finished, a new window appears, asking you to type a
password at the command prompt.
13 At the prompt, type the Administrator password for the Windows 2000
Server/Advanced Server (source server), and press Enter.
ATTENTION If you do not type the exact Administrator password, the

data does not transfer successfully. This window does
not reflect the characters as you type them; that is, no
asterisks appear while you type.
Result: The migration process continues. When it is finished, the

The amount of time it takes for the Completed window to appear from the
moment when you type the Administrator password varies. The following
criteria influence the speed of the data transfer from the Active Directory on
the source server to the ADAM on the target server:

The speed of the source and target computers used

The speed of the network that the computers are on
The amount of Symposium Web Client data that has to be transferred
from the Active Directory on the source server to Active Directory
Application Mode (ADAM) on the target server. The more data you
have, the more time it takes to perform the transfer.
14 Click Finish to complete the transfer process.
15 Before continuing with the rest of the migration process, perform a quick
test to ensure the data was transferred properly. On the Windows Server
2003 (target server), launch Internet Explorer.
16 In the Address box, type the URL or IP address of the Windows Server
2003 (target server). The default URL address is http://<Application Server
name>.
Result: The main logon window of Symposium Web Client appears.
17 In the username and Password boxes, log on to the server using the
webadmin username and password, or any other username/password
combination that you know was stored on the Windows 2000 Server/
Advanced Server (source server).
18 Click Login.
Result: If you can log on and verify that any servers that were configured
on the Windows 2000 Server/Advanced Server (source server) are now
visible on the Windows Server 2003 (target server), the data transfer was
successful.
Do not perform more in-depth tests of the data transfer until you restore the
non-Active Directory files from the source server to the target server. For
details, see Step 17. “Update the DNS configuration of the target server” on
page 718.

Step 17. Update the DNS configuration of the

target server
After you successfully transfer all data from the Windows 2000 Server/
Advanced Server (source server) to the Windows Server 2003 (target server),
the target server no longer needs to be configured as a member of the source
server domain.
Updating the DNS configuration on the target server

1 Log off as the domain user on the Windows Server 2003 (target server),
and then log on as the local Administrator on the source server.
2 On the source server, click Start > Settings > Control Panel.




6 In the Preferred DNS server box, enter the IP address of the DNS server
on your network. Your network administrator can provide you with this
information.
7 Click OK.

Removing the target server from the source server domain





4 In the Computer Name Changes window, you can change the computer
name and its domain or workgroup affiliation. To add the server to an
existing domain, click the Domain option button, and then type the name of
the domain (you must provide the Fully Qualified Domain Name of the
domain, which includes the prefix and suffix).
5 Click OK.

8 Click OK.
What is next?
If you need not change the computer name or IP address, proceed directly to
Step 22. “Reconnect to the customer LAN” on page 737.
To change the computer name or IP address, proceed to:

Step 18. “Reset the new computer name of the target server” on page 725
Step 19. “Run the Symposium Web Client ChangeSOAPSrv utility” on
page 731
Step 20. “Reset iceAdmin password” on page 732

Step 21. “Change the IP address of the target server” on page 734.

Step 18. Reset the new computer name of the

target server
If the do not change the computer name or IP address, you can proceed directly
to Step 22. “Reconnect to the customer LAN” on page 737.
When you change the computer name on a Windows Server 2003 platform after
you install Symposium Web Client, reset the IUSR_SWC account to reflect the
new name in order that Symposium Web Client functions properly.
Perform this procedure on a stand-alone application server that is running

Windows Server 2003 only if you change the computer name of the server after
you install Symposium Web Client.
Resetting the IUSR_SWC account to reflect the new computer name

On a stand-alone application server, an administrator must reset the IUSR_SWC
account to reflect the new computer name.
1 Click Start > Programs > Administrative Tools > Internet Information
2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
3 Click the plus sign (+) beside the Web Sites folder.
4 Right-click Default Web Site, and then select Properties from the resulting
menu.



7 Click Browse.

8 Click Advanced.

9 Click Find Now.


10 From the list of user accounts, highlight the IUSR_SWC account, and then
click OK.
listed.
11 Click OK.
Result: The Authentication Methods dialog reappears, with the
IUSR_SWC user account shown.
12 In the Password box, type the same password that you originally used for
this account when you configured it.

13 Click OK.
Result: The system records the password.

Step 19. Run the Symposium Web Client

ChangeSOAPSrv utility
If you do not change the computer name or IP address, you can proceed directly
After you change the computer name, some SOAP processes do not function
properly (because they still refer to the old computer name). On a stand-alone
application server, an administrator or support technician must run the
Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name.
Perform this procedure on a stand-alone application server that runs Windows

Server 2003 only if you change the computer name of the server after you install
Running the Symposium Web Client ChangeSOAPSrv utility

1 On the application server, open a command prompt and navigate to
C:\Program Files\Nortel Networks\WClient\Apps\Supportutil where C
is the drive on which Symposium Web Client is installed.
2 At the prompt, type ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\ Common\SOAP;<computer name> where
<computer name> is the name of the server, or the Fully Qualified Domain
Name, if this is what you use as the Symposium Web Client default URL
(for example, <computername>.<domain name>.com).
3 Press Enter.
Result: A window appears, showing the updated SOAP files.
4 To verify that SOAP processes are functioning, try to launch and work with
a Symposium Web Client component that requires SOAP (for example,
Configuration).

Step 20. Reset iceAdmin password
If you change the computer name, you must reset the iceAdmin password for
Symposium Web Client to function properly.
Resetting the iceAdmin password after a computer name change

1 Click Start > Programs > Symposium Web Client > Configuration.
4 In the Old Password box, type the old password.

5 In the New Password box, retype the old password for the iceAdmin user
account. This resets the iceAdmin password.

OK.
and then resets the password in all required components.

Step 21. Change the IP address of the target

server
toStep 22. “Reconnect to the customer LAN” on page 737.
It is possible to change the IP Address of the Symposium Web Client server

simply by changing the IP Address of the Network Interface Card (NIC). There
are no other changes required for the application to continue to function
correctly.
To prevent IP conflict, you must disconnect the target server from the hub or
crossover cable before changing the IP address on the target server.
Changing the IP address on the target server

1 Disconnect the target server from the hub or crossover cable.

3 Double click Network and Dial-Up Connections.




6 In Use the following IP address, enter the IP address of the target server.
You can use the same IP address as the source server if you choose.
7 Click OK.

Step 22. Reconnect to the customer LAN
To reconnect to the LAN, complete the following procedure.
Reconnecting to the customer LAN

1 If you have not already done so, disconnect the target server from the hub
or crossover cable.
2 Reconnect the target server to the customer LAN.

Step 23. Restore the data files from the source

server to the target server
Perform this procedure to restore the files that you backed up from the source
server to the Windows Server 2003 (target server).
Prerequisites
Before you perform this procedure, you must ensure that the target server has the
following software installed and configured correctly:
Windows Server 2003
all required third-party software such as Microsoft Active Directory
Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is
installed on the source server)
Symposium Web Client 4.5 SU05 (or later)
For details about installing and configuring Symposium Web Client
Release 4.5 SU05, see Step 9. “Install SWC 4.5 SU05 (or later) on the
target server” on page 633.
You must ensure that the location where you backed up the Symposium Web
Client migration files (see Step 5. “Back up migration data on the source server”
on page 617) is accessible from the Symposium Web Client 2003 installation on
the target server.
Choosing the appropriate method to restore your files

If the backup of the data files stored outside of Active Directory on the Windows
2000 Server/Advanced Server (source server) was performed manually, you
must manually restore/copy the files into the corresponding locations on the
Windows Server 2003 (target server).

If the backup of the data files stored outside of Active Directory on the Windows
2000 Server/Advanced Server (source Server) was performed using Windows
Backup tool, follow the procedure “Restoring the non-Active Directory files
from the source server to the target server using the Windows Backup Tool” on
page 739.
Restoring the non-Active Directory files from the source server to the
target server using the Windows Backup Tool
Use this procedure to restore the files that you backed up from the Windows
2000 Server/Advanced Server (source server) to the Windows Server 2003
(target server).
ATTENTION
You can use Backup to back up and restore data on either
File Allocation Table (FAT) or NT File System (NTFS)
volumes. However, if you back up data from an NTFS
volume used in Windows 2000, Nortel recommends that
you restore the data to an NTFS volume, or you may lose
data as well as some file and folder features.
1 To start the backup, click Start > Programs > Accessories >System
Tools > Backup.
If you restore data from a tape, update the on-disk catalog for the tape
before you perform the restore operation.
2 Click the Restore tab.
3 In the Restore tab, in Click to select the check box for any drive, folder,
or file that you want to restore, select the following files and folders to
restore (where C is the drive on which Symposium Web Client is installed):
C:\Program Files \Nortel

In addition to the preceding list of files, you must also back up any files that
you save on the application server for Symposium Web Client operations,
such as:
custom report templates
Historical Reporting output files
snapshots of real-time displays
snapshots of Emergency Help panels
The locations of real-time display snapshots and Emergency Help
snapshots are decided by the user. The following is a list of default paths:
Real-time display snapshots are stored as HTML files in the following
default path: C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Real-time\Exports (where C is the
drive on which Symposium Web Client is installed).
Emergency Help snapshots are stored as HTML files in the following
default path: C:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports (where C is the drive
on which Symposium Web Client is installed).
4 In Restore files to, click Original location.
5 Click Tools > Options.
6 Click the Restore tab, and select Always replace the file on my
computer.
7 Click OK to accept the restore options you have set.
8 Click Start Restore.
9 Click OK to start the restore operation.
10 Using Symposium Web Client on the target server, reactivate any
scheduled historical reports and Contact Center Management
assignments. To do so, you may need to deactivate the scheduled
historical reports first.

Section E: Postmigration tasks
In this section
Step 24. Configure Real-Time Reporting on the target server 742
Step 25. Configure Emergency Help on the target server 749
Step 26. Configure Agent Desktop Display 4.5 parameters on the server 751
Step 27. Recreate filters containing routes on the target server 754
Step 28. Test your migrated software 755

Step 24. Configure Real-Time Reporting on

the target server
For the Real-Time Reporting component of Symposium Web Client to function

properly, you must configure two different IP multicast addresses on the target
server:
The receiving IP multicast address of the Symposium Web Client
application
This is the address Symposium Web Client uses to receive multicast data
from Symposium Call Center Server; it is the same as the IP multicast
address on Symposium Call Center Server.
The sending IP multicast address of the Symposium Web Client application
This is the address Symposium Web Client uses to send multicast data.
The sending and receiving IP multicast addresses of the Symposium Web Client
application must be different. The application server constantly monitors its
The IP multicast address that the server in Symposium Call Center Server uses
to send data must be configured on Symposium Call Center Server. This address
is listed in the IP Multicast Group box. For details, see the Nortel Symposium
Call Center Server Installation and Maintenance Guide.

which you want to receive Real-Time data on the client PCs: multicast, unicast,
or a combination of both multicast and unicast. Then, when a user launches the
Real-Time displays, and while the system is retrieving data, an icon appears on
the display, identifying whether the application server supports multicast clients,
unicast clients, or both multicast and unicast clients.

Configuring Real-Time Reporting on the target server

1 Click Start > Programs-> Symposium Web Client > Configuration.

2 Click the RTR Registry Settings icon in the right pane of the console
window.
Result: The RTR Properties window appears.
3 In the IP Receive Address box, type the IP address for receiving.

The IP Receive address in Symposium Web Client must be the same as
the multicast IP address in Symposium Call Center Server.
4 In the IP Send Address box, type the IP address for sending.
The IP Send Address in Symposium Web Client must be different from the
IP Receive address in Symposium Web Client.

The IP Send address in Symposium Web Client cannot be the same as any
other IP Send address for any other Symposium Web Client server in the
network.
ATTENTION If the server in Symposium Call Center Server is part of a

networked contact center, all servers in Symposium Call
Center Server within the network must have the same
multicast IP address. The IP Receive address for
Symposium Web Client must match the common
multicast IP addresses of the servers in Symposium Call
Center Server (the address the servers use to send
multicast data).
the workload on the application server.
The fastest rate at which multicast data from Symposium Call Center
Server reaches the end user in Symposium Web Client is equal to the
highest value among the following settings:
The Multicast Rate at which data is sent from Symposium Call Center
Server to the Symposium Web Client application server
The Output Rate at which the application server outputs data to client
PCs
The Transform Rate at which the application server processes data
Example: If the Symposium Call Center Server Multicast Rate is set to 2
seconds, the application server Transform Rate is set to 1 second and the
application server Output Rate is 7 seconds, the data on the client PC does
not refresh faster than every 7 seconds, regardless of the refresh rate that
the user has chosen in Real-Time Reporting. To decrease the length of
time required for real-time statistics to reach client PCs, you can decrease
the Output Rate and Transform Rate values; however, this impacts
performance on the application server. Notify users of the Real-Time
Reporting component of these rates so they can adjust the refresh rate
performance, see the Nortel Symposium Call Center Server CapTool
User's Guide.
6 Increase the value in the OAM Timeout box to 50 000.

Nortel recommends that you leave the Compress Realtime Data Packets
check box selected. If you clear this check box, you disable Real-Time data
packet compression.

OR
OR


Result: If you select either Unicast or Multicast and Unicast, the Maximum
Unicast Sessions area appears in the lower section of the window.

open display adds CPU load on the application server, and adds to the
overall bandwidth usage on the network, you must limit the number of client
sessions by typing the number in this box. After this limit is reached, no
further unicast Real-Time connections are accepted until one of the existing
streams is closed. An error message is logged on the application server to
indicate the limit was reached, and a message appears on the client,
indicating that the connection is not allowed. For guidance on entering the
appropriate value, refer to Unicast LAN/WAN impact in the Symposium
Web Client Planning, Installation, and Administration Guide for Release 4.5
SU05.


10 Click OK.
service is restarting, and closes after the service has restarted successfully.

Step 25. Configure Emergency Help on the

target server
To configure Emergency Help on the target server, complete the following

procedure.
Configuring Emergency Help on the target server

1 Click Start > Programs > Symposium Web Client > Configuration.


4 In the IP Send Address box, type the IP address to which the Symposium
Web Client application server sends Emergency Help information. This IP
Send address can be the same as or different from the IP address that the
application server uses to send Real-Time Reporting and Agent Desktop
Displays data to client PCs. Consult the preinstallation worksheet in the
Nortel Symposium Web Client Planning, Installation, and Administration
Guide for Release 4.5 SU05, to verify the IP Send address that you chose
for the Symposium Web Client application server to send Emergency Help
data to client PCs.
5 Select the Restart Emergency Help Service check box.
6 Click OK.
If you do not select the Restart Emergency Help Service check box, the
system prompts you to do so.

Step 26. Configure Agent Desktop Display 4.5

To configure Agent Desktop Display 4.5 parameters on the server, complete the
following procedure.

1 Click Start > All Programs > Symposium Agent Displays > Server
2 Confirm that the address in the IP multicast address box is the application
server IP send address that you configured in the RTR Configuration Tool.

simultaneously log on to the Symposium Agent Desktop Displays
component and view the real-time statistics.
If the number of agents who log on to the application reaches this number,
any additional agents who try to log on receive a message informing them
to try again later. If you leave this box empty, the system uses the default
value of 1000 agents. The maximum value that you can type in this box is
3000 agents. For information about performance and sizing requirements
for Contact Center Manager Administration, see the Symposium Call
Center Server Planning and Engineering Guide.
6 In the Statistics Configuration table, choose the statistics that you want to
appear in the Agent Desktop Display. You can add statistics columns to the
displays, or remove columns that you no longer want to show.
each statistic that you want to add.
column order buttons. Select the statistic that you want to move, and then
click the up or down button to change its position.
Less than Level 1

If you do not set the threshold levels in the Configuration component of

Web Client or in Symposium Call Center Server, the values appear in white
in the Symposium Agent Desktop Displays.
OR
13 Click Save.

Step 27. Recreate filters containing routes on

the target server
To recreate filters containing routes on the target server, complete the following
procedure.
Recreating filters containing routes on the target server

Following a successful ADAM migration you must recreate routes information
to any filters that require them.
For each user with historical filters requiring routes:

1 Log on to Symposium Web Client.
2 Go to the Filtersets page in the Historical Reporting component.
3 Open each of the filters that contained routes prior to the ADAM migration
and recreate all the routes.

Step 28. Test your migrated software
After you restore the files from the original Windows 2000 Server/Advanced
Server (source server) to the Windows Server 2003 (target server), test the
migration of the data by connecting to the target server and using Symposium
Web Client. Compare the data that is shown on this target server with the source
server over a period of time (for example, one week). Confirm also that all non-
Active Directory data (such as Historical Reporting templates) is restored to the
Windows Server 2003 (target server).
What is next?
You are now ready to perform a direct upgrade from Symposium Web Client 4.5
on Windows 2003 to Contact Center Manager Administration 6.0 on the target
server. For information, see Chapter 9, “Upgrading from SWC 4.5 (Windows
2003) to CCMA 6.0 on same server”.


Section F: Troubleshooting
In this section
Overview 758
Trouble scenarios and tips 759

Overview
This section provides simple investigative tips to use when solving problems
that can arise during the ADAM Migration procedure. This section is not
intended as a comprehensive troubleshooting guide, but as a guideline for users
who experience difficulty in completing the ADAM Migration process.

Trouble scenarios and tips
The following section describes how to troubleshoot migration problems.
How do I know that the ADAM_Migration_Tool.msi was installed on

Windows 2000 Server/Advanced Server (source server)?
You are not sure if the ADAM Migration Tool.msi is installed on the source
server.
Solution
1 Launch the Control Panel and select Add or Remove Programs.
2 In the Change Or Remove Programs window, the ADAM Migration Tool is
listed if it was installed on the Windows 2000 Server/Advanced Server
computer.
Removing the ADAM Migration Tool via the Remove option in the Change
Or Remove Programs does not remove the updates that were applied to
Active Directory during the ADAM Migration Tool installation, but does
allow the ADAM Migration Tool to be reinstalled again.
Migration attempted on the target server without running ADAM

Migration Tool.msi on the source server
You ran the ADAM Migration Tool.msi on the target server without running
ADAM Migration Tool.msi on the source server first.
Investigation
If you do not run the ADAM Migration Tool on the Windows 2000 Server/
Advanced Server (source server) first, the following error appears during the
ADAM Migration on the Windows Server 2003 computer (target server).

1 Select OK and continue running the ADAM Migration Tool.

2 At the prompt, type the Administrator password for the source server, and
then press Enter.
4 If you select Yes for logging, no log file is created.
Solution
1 On the target server, remove the ADAM Migration Tool through the Control
Panel > Add or Remove Programs window ONLY.
2 Open the Change Or Remove Programs windows.
3 Select ADAM Migration Tool and click Remove.
4 On the target server, uninstall the Symposium Web Client Application and
any errors incurred during uninstall can be ignored as ADAM is currently
not on the computer.
5 Reinstall Symposium Web Client R4.5 SU05 on the target server.
6 On the source server, launch the Control Panel and select Add or Remove
Programs.
7 In the Change or Remove Programs window, the ADAM Migration Tool is
listed if it was installed on the source server.
8 On the source server, check that the ADAM Migration Tool is not listed in
the Change or Remove Programs Window. This indicates that the tool has
not been run and therefore must be run before attempting to migrate the
data onto the target server.
9 Run the ADAM Migration Tool on the target server.

An incorrect Domain Name and Preferred DNS IP Address was

entered on the Windows Server 2003 (target server) while attempting
an ADAM migration
When you run the ADAM Migration Tool.msi on the target server, you enter an
incorrect source server Domain name and an incorrect Preferred DNS IP
Address.
Investigation
If you enter an incorrect source server Domain name and Preferred DNS IP
Address on the target server while attempting an ADAM migration, the
following error appears.
1 Select OK and continue running the ADAM Migration Tool.

You receive no prompt for the Administrator password for the Windows
2000 Server/Advanced Server (source server).
2 Several error messages appear that can be ignored by clicking OK.
4 If you select Yes for logging, no log file is created.
Solution
1 Remove the ADAM Migration Tool through the Control Panel and Add or
Remove Programs window ONLY.
2 Open the Change Or Remove Programs windows.
4 Update the Preferred DNS IP Address to reference the IP Address of the
source server. For details, see “Configuring DNS on the target server to
use the Windows 2000 DNS server (source server),” on page 699.

5 Uninstall the Symposium Web Client Application and any errors incurred
during uninstall can be ignored as Active Directory Application Mode
(ADAM) is currently not on the computer.
7 Run the ADAM Migration Tool on the target server with correct target
server Domain Name.
An incorrect Windows 2000 Server/Advanced Server (source server)

Domain Name was entered
The ADAM Migration Tool.msi was run on the target server but an incorrect
source server Domain name was entered.
Investigation
If you enter an incorrect source server Domain Name during the ADAM
Migration process on the target server, the ADAM Migration operation appears
to succeed; however, the log file shows the following:
Establishing connection to target server localhost:389.
Saving Configuration File on

DC=testDomain,DC=testDomain
Saved configuration file.
ADAMSync is querying for a writeable replica of

testDomain.
Error: DCLocator call failed with error 1355.

Attempting to bind directly to string.
Establishing connection to source server

testDomain:389.
Ldap error occured. ldap_bind_s: Server Down.
Extended Info: .
Extended Info: .

Solution
2 Open the Change Or Remove Programs window.
4 Run the ADAM Migration Tool on the target server with the correct source
server Domain Name, which must include the extension.
Preferred DNS IP Address on Windows Server 2003 computer is

incorrect
The ADAM Migration Tool.msi on the target server but the Preferred DNS IP
Address is incorrect.
Investigation
You configure the target server with an incorrect Preferred DNS IP Address,
The ADAM Migration procedure proceeds and appears to succeed; however, the
log file shows the following:

DC=CCMADomain,DC=com,DC=CCMADomain

CCMADomain.com.
Error: DCLocator call failed with error 1355.

Attempting to bind directly to string.
Establishing connection to source server

CCMADomain.com:389.
Extended Info: .
Extended Info: .

Solution
source server.
For information, see “Configuring DNS on the target server to use the
Windows 2000 DNS server (source server)” on page 699.
5 Run the ADAM Migration Tool on the target server.
A Domain Name was entered without extension

The ADAM Migration Tool.msi was run on the target server and the correct
source server Domain name was entered, however the extension of the Domain,
for example .com, was omitted.
Investigation
The source server Domain Name, without the extension, was entered during the
ADAM Migration process on the target server. The ADAM Migration operation
appears to succeed however the log file appears as follows:

DC=CCMADomain,DC=CCMADomain

CCMADomain.
Establishing connection to source server CCMA-

DOMCTRL:389.
Using file .?dam32A.tmp as a store for deferred dn-

references.
Populating the schema cache
Populating the well known objects cache

Ldap error occured. ldap_get_next_page_s: Referral.
Extended Info: 0000202B: RefErr: DSID-03100698, data 0,

1 access points ref 1: 'ccmadomain'.
Ldap error occured. ldap_get_next_page_s: Referral.
Extended Info: 0000202B: RefErr: DSID-03100698, data 0,

1 access points ref 1: 'ccmadomain'.
Saving Configuration File on DC=CCMADomain,

DC=CCMADomain
Solution
2 Open the Change Or Remove Programs Window.
4 Run the ADAM Migration Tool on the target server with the full source
server Domain Name, which includes the extension
You enter an incorrect Administrator password

When you run the ADAM Migration Tool.msi on the target server, you enter an
incorrect Administrator password for the source server.
Investigation
If you enter an incorrect Administrator password for the source server during the
ADAM Migration process on the target server, the ADAM Migration operation
appears successful; however, the log file appears as follows:
Saving Configuration File on DC=CCMADomain, DC=com,

DC=CCMADomain

CCMADomain.com.

Establishing connection to source server ccma-

domctrl.CCMADomain.com:389.
Ldap error occured. ldap_bind_s: Invalid Credentials.
Extended Info: 8009030C: LdapErr: DSID-0C0903E2,

comment: AcceptSecurityContext error, data 0, v893.
Ldap error occured. ldap_bind_s: Invalid Credentials.
Extended Info: 8009030C: LdapErr: DSID-0C0903E2,

comment: AcceptSecurityContext error, data 0, v893.
Solution
4 Run the ADAM Migration Tool on the target server with the correct
Administrator password for the source server.
Cannot install SWC R4.5 SU05

After you add the target server to the source server domain, and then install
Symposium Web Client R4.5 SU05, the following error may appear during the
installation if the Preferred DNS IP Address is incorrect.
Select OK and continue the Symposium Web Client R4.5 SU05 installation.

Solution
source server. For information, see “Configuring DNS on the target server
to use the Windows 2000 DNS server (source server)” on page 699.
2 Uninstall the Symposium Web Client Application and any errors incurred
during uninstall can be ignored as Active Directory Application Mode
(ADAM) is currently not on the computer.
Installation of Symposium Web Client on Windows 2003 fails because

of Windows Script Host error message
After you input the password information for the iceAdmin account during
Symposium Web Client installation, you receive the following Windows Script
Host error message: “There is no file extension in C:\PROGA~1\Nortel.” The
Symposium Web Client installation does not install the ADAM application even
though the installer acknowledges the error and attempts to continue with the
installation.
This problem occurs when the capability to generate 8.3 style short filenames is
disabled in your Windows operating system either as part of its operating system
image or through your security policy.
Symposium Web Client installation fails if the Windows Server 2003 has 8.3
type filename disabled. Specifically the Microsoft ADAM (Active Directory
Application Mode) component fails to install.
Solution
You must change the registry key value of
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf
sdisable8dot3namecreation from 1 to 0 to enable the generation of 8.3 style short
filenames.
Enabling the generation of 8.3 style short filenames

2 In the text box, type regedit.

3 Click OK.
Result: The Registry Editor appears.
4 In the Registry Editor, browse to the registry key
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst
em\ntfsdisable8dot3namecreation
5 Change the value of the registry key from 1 to 0 by double clicking on the
registry ntfsdisable8dot3namecreation value, and changing the value in
the Value Data field of the Edit dialog Windows from 1 to 0.

Chapter 9
Upgrading from SWC 4.5 (Windows

2003) to CCMA 6.0 on same server
In this chapter
Overview 770
Section E: Upgrade agent workstations 927

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server Standard 10.15
Overview
You can use the procedure in this section to upgrade from Symposium Web
Client Release 4.5 SUS0601 v1 on a Windows 2003 platform to Contact Center
Manager Administration Release 6.0 on the same server.
If your Symposium Web Client 4.5 is running on Windows Server 2000/

Advanced Server, you must perform a full platform migration to Windows
Server 2003 before upgrading to Contact Center Manager Administration 6.0
using the procedures in this chapter. For information about migrating
Symposium Web Client 4.5 on a Windows 2000/ Advanced Server platform to a
Windows 2003 platform, see Chapter 8, “Migrating SWC 4.5 platform from
Windows 2000 to Windows 2003.”
To to upgrade your Symposium Web Client 4.5 (Windows 2003) to Contact

Center Manager Administration 6.0 on a new server, use the procedures
documented in Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to
CCMA 6.0 on a new server.”
Migrating Classic Client data

If you have Classic Clients operating in your data network, you must migrate
your Classic Client data because Contact Center Manager Administration 6.0
does not support Classic Client.
You can migrate your Classic Client data before or after you perform the
upgrade. For more information about planning your upgrade and compatibility
considerations for Classic Client, see the Contact Center Planning and
Engineering Guide.
The procedures to migrate Classic Client are documented in Section F: “Migrate

Classic Client,” on page 935.
Timing
upgrade:

December 2007 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on same server
Preinstallation (including operating system installation/configuration): 2.5

hours
Upgrading the server software: 30 minutes
Postinstallation: 1.5 hours
Ram: 1.0 GB


Section A: Preparing for the upgrade
In this section
Step 1. Read the documentation for performing an upgrade 774
Step 2. Gather the materials required for an upgrade 775
Step 3. Ensure that all servers are compatible 776
Step 4. Ensure the application server meets CCMA 6.0 requirements 777
Step 5. Perform a full backup of the Symposium Web Client server 778
Step 6. Back up Symposium Web Client data files 779
Step 7. Remove Terminal Services (optional) 782
Step 8. Add ASP.NET applications to IIS 783
Step 9. Get documentation for the XML Automated Assignments feature 787
Step 11. Verify that the SWC server can update the ADAM schema 795

Step 1. Read the documentation for

performing an upgrade
Perform the following tasks:

Read Chapter 7, “Upgrading”.
Check for any installation addenda or updated customer documentation on
the Nortel Web site (www.nortel.com), or on the Partner Information
Center Web site (www.nortel.com/pic). The addenda and documentation
may contain important information regarding your upgrade.
ATTENTION
If your Symposium Web Client 4.5 is running on Windows
Server 2000/Advanced Server, you must perform a full
platform migration to Windows Server 2003 before
upgrading to Contact Center Manager Administration 6.0
using the procedures in this chapter. For information about
migrating Symposium Web Client 4.5 on a Windows 2000/
Advanced Server platform to a Windows 2003 platform,
see Chapter 8, “Migrating SWC 4.5 platform from
To upgrade your Symposium Web Client 4.5 (Windows 2003)
to Contact Center Manager Administration 6.0 on a new
server, use the procedures documented in Chapter 10,
“Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on
a new server.”

Step 2. Gather the materials required for an

upgrade
Qty Description ✔
1 Contact Center Manager installation DVD ❑
following:
Contact Center Manager Administration software
Crystal Enterprise 10 Embedded software
pcAnywhere 11.5 Host-Only software
required hotfixes

Step 3. Ensure that all servers are compatible

Center Server Release 5.0 SUS0504 (or later), and Contact Center Manager
Server 6.0 (or later). Contact Center Manager Administration 6.0 is
incompatible with previous releases of Symposium Call Center Server.

server, you must install Contact Center Manager Server 6.0 first. You cannot
install Contact Center Manager Administration 6.0 on a co-resident server with
Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility
You can use Contact Center Manager Administration to administer Symposium
Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use
Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0.
To administer Contact Center Manager Server 6.0, you must upgrade the
Contact Center Manager Administration server to Release 6.0 of Contact Center
For more information about compatibility, see “Compatibility with CCMS and
SCCS” on page 596.

Step 4. Ensure the application server meets

CCMA 6.0 requirements
Before you upgrade Symposium Web Client to Contact Center Manager

Administration Release 6.0, ensure that the application server meets all the
minimum hardware and software requirements. For information about hardware
and software requirements, see the Contact Center Manager Administration

Step 5. Perform a full backup of the

Symposium Web Client server
Before you complete the migration procedure or upgrade the application

server, Nortel recommends that you make a complete backup of the
Symposium Web Client application server, including the system state, using
a third-party backup tool or the Microsoft Windows Backup tool. A full
backup of the source server, including the system state, allows regression of
the source server back to its original state, if required.
Nortel recommends that you perform full backups during periods of low
activity.
Performing a full backup of the source server

For information about creating full backups of the application server, see the
your choice.
CAUTION
Risk of loss of data

You can use Backup to back up and restore data on either File
.
Allocation Table (FAT) or NT File System (NTFS) volumes.

However, if you back up data from an NTFS volume used in
Windows 2000, Nortel recommends that you restore the data to an
NTFS volume, or you may lose data as well as some file and folder
features.

Step 6. Back up Symposium Web Client data

files
backup of the Symposium Web Client server” on page 778), create a backup of
the individual Symposium Web Client data files, including Microsoft Active
Directory Application Mode (ADAM).
Nortel recommends that you back up the individual Symposium Web Client
files in addition to performing a full backup of the Symposium Web Client
server because this creates a more manageable backup file containing only the
Symposium Web Client data files that need to be restored in the event of an
upgrade failure in which you must restore the Symposium Web Client data files,
but not the entire operating system.
The Symposium Web Client data files to back up include the following:
Microsoft Active Directory Application Mode (ADAM)
Schedule data
CAUTION

Do not back up Microsoft ADAM files by manually copying files.
.
If you back up ADAM files by manually copying files, ADAM

does not function when restored to a new server. Nortel
recommends that you back up ADAM files by using the Windows
Backup Tool.

Backing up Symposium Web Client data files using the Microsoft

Windows Backup Tool
For detailed steps and information about the Microsoft Windows Backup Tool,
go to www.microsoft.com.
1 Click Start > All Programs > Accessories > System Tools > Backup.
Result: The Backup and Restore Wizard appears.
2 Select Advanced Mode by clicking the Advanced Mode option.
Result: The Backup Utility Advanced Mode welcome screen appears.
Result: The Backup tab appears with a tree structure in the left pane
listing all directories and folders.
4 In the left pane, select the check box for the following files and folders
(where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
(where <INSTALLDIR> is the Symposium Web Client install directory. The
default install directory is C:\Program Files\Nortel Networks\WClient):
<INSTALLDIR>\Apps\AccessMgmt\AccessXML
<INSTALLDIR>\Apps\Common\Icedb
<INSTALLDIR>\Apps\EmergencyHelp\Exports
<INSTALLDIR>\Apps\Reporting\Historical\data
<INSTALLDIR>\Apps\Reporting\Historical\rpt
<INSTALLDIR>\Apps\Reporting\RealTime\Exports
6 In Backup destination, to back up files and folders to a file, choose File.
This is selected by default.
OR
To back up files and folders to a tape, choose a tape device.


appears at the bottom of the Backup destination for the backup window. If
you do not have a tape drive, or your tape drive is not supported or
detected, you can select a floppy disk drive or a location on your hard disk.
drive letter to a network drive, Backup displays it in the Backup destination
7 In Backup media or file name, if you back up files and folders to a file,
type a path and file name for the backup (.bkf) file, or click the Browse
button to find a file.
OR
If you back up files and folders to a tape, choose the tape to use.
8 Click Start Backup.
Result: The Backup Job Information window appears.
Result: The Backup Progress window appears and informs you when the
backup operation is finished.
For more information about using the Windows Backup Tool or other backup
strategies, see the Microsoft documentation at www.microsoft.com.

Step 7. Remove Terminal Services (optional)
This is an optional step. Symposium Web Client 4.5 required Terminal Services
for Scripting. Because Scripting is a fully integrated Web-based client in
Contact Center Manager Administration 6.0, you can remove Terminal Services
before performing your upgrade to Contact Center Manager Administration 6.0.
However, you may have third-party products on your application server that
require Terminal Services. In this case, you can keep Terminal Services on the
application server and this does not affect the performance of Contact Center
Manager Administration 6.0.
If you do not want to remove Terminal Services from the application server, you
can proceed directly to Step 9. “Get documentation for the XML Automated
Assignments feature” on page 787.
Removing Terminal Services

1 On the Symposium Web Client server, click Start > Control Panel > Add
or Remove Programs.
Result: The Add or Remove Programs windows appears.
2 In the left pane, click Add/Remove Windows components.
Result: The Windows Components Wizard window appears.
3 In the Components list, clear Terminal Server and Terminal Server
Licensing.
4 Click Next.
Result: The Terminal Server Setup dialog appears warning you that this
option removes Terminal Server from your computer.
5 Click Next.
Result: Terminal Services is removed from your computer and the
Completing the Windows Components Wizard window appears.
6 Click Finish.
7 Click Yes to reboot the application server.

Step 8. Add ASP.NET applications to IIS
For the Report Creation Wizard component of Contact Center Manager

Administration to function, you must configure Internet Information Services
(IIS) to support ASP.NET applications.
If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP)
and ASP.NET on the Contact Center Manager Administration server, proceed to
Step 16. “Configure IIS settings for Report Creation Wizard” on page 826.
If you do not perform this task, the following error message appears when you
attempt to launch Report Creation Wizard: “Visual Studio.NET has detected that
the specified Web server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”
You may be asked for your Windows 2003 Server installation CD during the
configuration steps of this procedure.

Configuring IIS to support ASP.NET applications

1 On the server, click Start > Control Panel > Add or Remove Programs.

2 In the left pane, click Add/ Remove Windows components.

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

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

check box.

5 Click OK.
Result: The Application server dialog box closes.
6 Click Next.
If you receive a prompt to insert your Windows Server 2003 installation
disk, insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.

Step 9. Get documentation for the XML

Automated Assignments feature
If you need not upgrade this feature, you can skip to Step 10. “Install the Crystal
Enterprise 10 Embedded software” on page 788.
If you upgrade the XML Automated Assignments feature, ensure that you have
the Contact Center Manager Administrator’s Guide on hand for instructions
about using this feature. You can also consult other associated documentation
and engineering or development support resources for the XML Automated
Assignments feature, which are provided through the Nortel Developer Program
only. For information about obtaining the XML Automated Assignment toolkit,
contact a member of the Developer Program through the Contact Us link on the
Web site at www.nortel.com/developer.


Embedded software
If you installed this software on the server, you can proceed to Section B:
“Upgrading the product software,” on page 801.




2 Click Exit.
5 Click Next.

Result: The User Information window appears.

Result: The Installation Type window appears.

8 Click the Full option button, and then click Next.

9 Click Next.
appears.

11 Click Finish.

installation DVD.
page 812.

2 Click Exit.
DVD.
screen appears.
5 Click Next.


view a readme file.
11 Click Yes.
12 Click Finish.
ATTENTION
install the Crystal Reports 10.0 Hot Fix found on the DVD
in the following location: Supplementary SU\CCMA\Hot
Fixes. For more information, see “Installing required hot
fixes for third-party software” on page 812.

Step 11. Verify that the SWC server can

update the ADAM schema
This task is required only if you plan to upgrade a Symposium Web Client
server in a replication configuration set. If the server is not part of a replication
configuration set, you can proceed to Section B: “Upgrading the product
When you upgrade Symposium Web Client replication servers, the first server
that you upgrade in the replication configuration set must be the schema master
(for example, the primary Symposium Web Client server that was installed with
the first instance of ADAM). The Symposium Web Client server that is the
schema master is responsible for updating the ADAM schema and is the server
that the other replicating servers in the ADAM configuration set referenced to
when they were installed.
To verify that Symposium Web Client server is the schema master and can
update the ADAM schema, complete the following tasks.
1. Verify that the Symposium Web Client server that you plan to upgrade first
is the schema master.
2. Verify that the schema master can update the ADAM schema.
Verifying that SWC server to upgrade first is the schema master

1 From the Start menu, click Run.
2 In the Open box, type MMC to open the Microsoft Management Console.
3 Click OK.
4 In the Console window, click File > Add/Remove Snap-in.
5 In the Add/Remove Snap-in dialog box, click Add.
6 In the Add Standalone Snap-in dialog box, from the list, select ADAM
Schema.
7 Click Add.
8 Click Close to close the Add Standalone Snap-in dialog box.

9 Click OK to close the Add Remove Snap-in dialog box.

10 In the Console window, right click ADAM Schema and select Change
ADAM Server.
Result: The Connect to ADAM Server dialog box appears.
11 In the ADAM server box, type the DNS name of the SWC server (case
sensitive).
12 In the Port box, type 389.
13 Click OK.
14 Right click ADAM Schema and select Operations Master.
Result: The Change Schema Master dialog box appears.
15 In the Current schema master box, ensure that value is the name of
server that you are verifying.
16 If the value in the Current schema master box is the name of another
server in the replication configuration, then this other server is the server
that you must first upgrade to Contact Center Manager Administration.
17 Exit the MMC console.
Verifying that the schema master can modify the ADAM schema
To verify that the schema master can modify the ADAM schema, reapply an
existing Symposium Web Client 4.5 ADAM schema attribute.
Completing completing this procedure does not result in lost ADAM data. The
ADAM schema structure is reapplied and existing data is not overwritten or
deleted.
1 Open a DOS window and navigate to :\Program Files\Nortel
Networks\WClient\Apps\Sysops.
2 Locate the windows ADAM directory. It is either C:\Winnt or C:\Windows.
3 At the prompt, type c:\winnt or windows\adam\ldifde -i -k -j . -c
CN=Schema,CN=Configuration #schemaNamingContext -s
localhost:389 -f ".\ice.schema_upgrade.040502.ldf".

4 If the following output appears, this Symposium Web Client server is the
schema master and can modify the ADAM schema.
5 If the following output appears, this SWC server is not the schema master
and cannot modify the ADAM schema. Proceed to “Transferring schema
master ownership” on page 797.
Transferring schema master ownership

If the Symposium Web client server cannot modify the ADAM schema, transfer
or seize the schema master ownership using the Microsoft DSMGMT utility.
1 Open a new DOS prompt, and navigate to C:\WINNT\ADAM or
C:\WINDOWS\ADAM.
2 At the prompt, type dsmgmt.

3 At the dsmgmt prompt, type roles.

4 At the fsmo maintenance prompt, type connections.
5 At the server connections prompt, type connect to server SWC DNS
ServerName:389.
6 At the server connections prompt, type q.
7 At the fsmo maintenance prompt, enter transfer schema master.
8 In the Role Transfer Confirmation dialog box, click Yes.
9 If the transfer is successful the following output appears. Proceed to
“Verifying that the schema master can modify the ADAM schema” on page
796.
10 If the transfer is unsuccessful the following output appears. Proceed to

“Seizing schema master ownership” on page 799.

Seizing schema master ownership

If you cannot transfer schema master ownership, complete this procedure to
seize ownership.
1 At the fsmo maintenance prompt, enter seize schema master.
2 In the Role Seizure Confirmation dialog box, click Yes.
Result: The following output appears:
3 Proceed to “Verifying that the schema master can modify the ADAM
schema” on page 796.
What is next?
You can upgrade the Contact Center Manager Administration Release 6.0
software. For information, see Section B: “Upgrading the product software,” on
page 801.


Section B: Upgrading the product

software
In this section
Step 12. Upgrade the product software 802

Step 12. Upgrade the product software
This step describes how to upgrade from Release 4.5 SUS0601 v1 of

Symposium Web Client (only when installed on a Windows Server 2003
platform) to Release 6.0 of Contact Center Manager Administration on the same
server.
You cannot use the procedures in this chapter to migrate Symposium Web
Client from a Windows 2000 Server platform to a Windows Server 2003
platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from
To upgrade to Contact Center Manager Administration 6.0 on a new server, see

Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new
server.”

If Symposium Web Client or Contact Center Manager Administration is

replicating ADAM with another server, you must:
1. Disable replication on the primary replicating server that is the schema
master. Do not disable replication on the secondary replicating servers.
To verify that the primary replicating server is the schema master, see Step
11. “Verify that the SWC server can update the ADAM schema” on page
795.
2. Upgrade the schema master server (map drives first).
3. Disable replication on each secondary replicating server.
4. Upgrade each secondary replicating server (map drives first).
5. Enable replication on the primary replicating server that is the schema
master.
6. Enable replication on each of the secondary replicating servers.

Stopping replication on replicating servers

To upgrade the schema master server, disable replication only on this server. Do
not disable replication on the secondary replicating servers until you upgrade the
schema master server.
After you upgrade the schema master server, disable replication on all of the
secondary replicating servers in the replication configuration set.
2 In the text box, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 To disable outbound replication, type repadmin /options
+DISABLE_OUTBOUND_REPL.
6 Press Enter.
Mapping drives to the source location of the product software

1 Insert the Contact Center Manager installation DVD into the Contact Center
Manager Administration server DVD-ROM drive.
2 Launch Windows Explorer and browse to the DVD drive.
3 Right-click on the DVD drive in the system tree and select Properties from
the menu.
Result: The DVD Properties dialog box appears.

4 Select the Sharing tab.


6 In the Share name box, type your share name.
7 Click Apply.
8 Click OK.
Result: The DVD Properties dialog box closes.
9 In Windows Explorer, select Tools > Map Network Drive.
Result: The Map Network Drive dialog box appears.

10 In the Folder box, enter the server details as \\<server>\<share>, where

<server> is the system that contains the physical DVD media and <share>
is the share name.
11 Click Finish.
Result: The Map Network Drive window closes and your mapped drive
appears in the system tree.
Upgrading from Symposium Web Client 4.5 to Contact Center

Manager Administration 6.0
Before you perform this procedure, complete the following tasks:
Map your drive to the source location of the product software. For more
information, see “Mapping drives to the source location of the product
software” on page 803.
Stop the ADAM replication service on each replicating server until the
upgrade is complete (only if Symposium Web Client or Contact Center
Manager Administration replicates ADAM with another server). For
information about stopping replication, see “Stopping replication on
replicating servers” on page 803.


2 In the Contact Center Manager Administration server, browse to the drive
that you mapped to the source location of the product software.
If you did not map your drive to the source location of the product software,
see “Mapping drives to the source location of the product software” on page
803.
3 In the left pane, click the plus sign (+) next to drive that you mapped to the
source location of the product software.
4 In the right pane, click setup.exe.
Result: The File Download warning box appears.
5 Click Open.

list.

7 Click Install.
Result: The InstallShield Wizard checks the system for required
components. If the required components are on the system, the Welcome
to Contact Center Manager Administration Setup Wizard window appears,
immediately followed by the Upgrading the Contact Center Manager
Administration main setup window.
Any patches installed are automatically removed by the installation prior to

the upgrade taking place.

8 Click Next.
Result: The Upgrading the Contact Center Manager Administration status
window appears, and the system copies new files to the Contact Center
If you have files open that the installation program needs to update, the
window, and then click Retry to continue with the upgrade. Occasionally,
the window notifies you that you must close the Add or Remove Programs
window. In this case, click Retry. If the upgrade does not proceed, click
Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Contact Center Manager
Administration. If you upgrade to a previous version, a message box
appears, prompting you to end the upgrade process.
iceAdmin user account. This user has full administrative privileges and is
required for proper Contact Center Manager Administration functionality.

This window appears every time you install or upgrade Contact Center
Manager Administration. While you must type a password each time, it
does not have to be a new password; you can type the same password
each time.
10 In the Old Password text box, type the old password for this account.
If you forget or misplace the old password, you must manually reset it
before you can continue installing Contact Center Manager Administration.
Without halting this upgrade installation, perform steps 1 to 7 in the
procedure “Resetting the iceAdmin password in Windows” on page 1864,
and then return to this step to continue the upgrade process. Use the
password that you supply during the reset procedure as the Old Password
in this step.
this custom password. For details, see Step 23. “Configure new ADD 6.0
parameters on the server (optional)” on page 887.
11 In the New Password text box, type the new password for the iceAdmin
user account.
It is not necessary to change your iceAdmin password to a new password.
To keep the old password, type the same password in the New Password
text box.
If you choose to change the iceAdmin password, any shares configured for
exporting historical reports using the iceAdmin password must be
reconfigured.

this custom password. For information, see Step 23. “Configure new ADD
6.0 parameters on the server (optional)” on page 887.
12 In the Confirm Password box, type the new password again.
13 Click OK.
with installing the Crystal Reports templates and Server SOAP templates.
After all files are installed, the Completing the Contact Center Manager
Administration Setup Wizard window appears.
If you version of Symposium Web Client is installed and you perform an
upgrade, the system modifies the identity credentials of any scheduled
tasks that you save in Contact Center Management and Historical
Reporting. If there are many tasks, this process may take a few minutes.
When the program finishes, the Installing ServerSoapInstall window
appears.
14 Click Finish.
window appears, indicating that you must restart the Contact Center
Manager Administration server for the upgrade to take effect.
15 Click Yes.
Enabling replication after the upgrade is complete
ATTENTION
Do not enable replication on the primary replicating server
that is the schema master immediately following an
upgrade. Replication on this server must remain disabled
until you upgrade all of the secondary replicating servers in
the replication configuration set.
After you first upgrade the primary replicating server that is the schema master
and then upgrade all of the secondary replicating servers, reenable replication on
the schema master server and then on each of the secondary replicating servers.

3 Click OK.
5 To enable outbound replication, type repadmin /options -
DISABLE_OUTBOUND_REPL.
6 Press Enter.

Step 13. Install required hot fixes for

third-party software

2 In Windows Explorer, browse to the folder,
<install drive>:\Supplementary SU\CCMA\Hot Fixes on the Contact
Center Manager installation DVD.



software.
CCMA_6.0_SUS_0102.




Supplements

ATTENTION



WinZip).

To register for the ESPL Web site, follow the instructions at
4 Download all of the Service Update Supplements that are associated with
the latest Service Update.


CCMA_6.0_SU_02.msi.
patch.

8 Click Next.
9 If you install a new Service Update on a server that contains an existing

10 If you have files open that the installation program needs to update, the

11 Click Install.
installation.

starts and stops services to replace selected files. When the system installs
the patch, the completed window appears.
12 Click Finish.
14 After you install all of the latest Service Updates and Service Update
Supplements, close all windows and restart the server.

What is next?
After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to
Contact Center Manager Administration 6.0 on the Contact Center Manager
Administration server, there are postupgrade tasks that you need to complete.
For information, see Section C: “Postupgrade tasks on the CCMA server,” on
page 821.


Section C: Postupgrade tasks on the

CCMA server
In this section
Step 21. Configure Logon warning message (optional) 852
Step 23. Configure new ADD 6.0 parameters on the server (optional) 887
Step 25. Upgrade the XML Automated Assignments feature (optional) 892
Step 27. Refresh your servers 897
Step 29. Other postupgrade tasks 902


(optional)
If your Contact Center Manager Administration server is in an existing domain

or if you do not want to add your server to an existing domain, you can proceed
directly to Step 8. “Add ASP.NET applications to IIS” on page 783.
Toolkit server, there are scenarios that require you to add the Contact
Center Manager Administration server to an existing domain. For more
information, see the Communication Control Toolkit Installation and
Maintenance Guide.
For detailed information about the considerations for placing your Contact
Center Manager Administration in workgroups or domains, see Chapter 16,






5 Click OK.

8 Click OK.


Creation Wizard
For Report Creation Wizard to function, complete the following procedure.

Manager.
the left pane.


Result: The RCW Properties window appears.



appears.
computer).



settings

Manager.
ASP.NET v1.1.4322
ASP.NET v2.0.50727



This procedure includes the following main tasks:

your choice.


IIS



5 Click Proceed.
Note the password that you type because you require it again in Step 20
and if you complete Step 19. “Complete additional IUSR_SWC tasks for
SU04 (optional)” on page 842.
7 Click OK.
8 Click OK.
Manager.

computer).




15 Click Browse.
16 Click Advanced.
Result: The following window appears.

17 Click Find Now.


click OK.
19 Click OK.

21 Click OK.
window reappears.
27 Click OK.


for SU04 (optional)
version Contact Center Manager Administration that is earlier than SU04,
proceed to Step 20. “Configure License Manager Service” on page 848.


Users.
the resulting menu.


5 Click Add.

7 Click OK.

8 Click Apply.
9 Click OK.

Manager.
resulting menu.

6 Click Browse.

8 Click OK.
page.
page:
10 Click Apply.
11 Click OK.


folder
menu.
Read.
6 Click OK.
Restarting IIS
3 Click OK.

You can use the License Manager Service – Configuration Setup utility to set up
the registry entries that are installed on Contact Center Manager Server and that
are required to communicate with the License Manager Server. You can also use
the utility to log the debug trace for the License Manager Service events.
For Report Creation Wizard to function, on a stand-alone server, you must

configure the License Manager Service after you install Contact Center Manager
Administration.

only. It is assumed that in a co-resident environment, the IP address and port
number are available and set up by the Contact Center Manager Server

1 On the Contact Center Manager Administration server, click Start > All
Programs > Nortel Contact Center > Manager Administration >
Configuration.




Result: The LM Service—Configuration Setup window appears.
5 In the Primary Server’s IP Address boxes, type the primary License

Manager Server IP address.
6 In the Primary Server’s Port boxes, type the primary License Manager
Server port number.
7 In the Standby Server’s IP Address boxes, type the standby License
Manager Server IP address (optional, if available).
8 In the Standby Server’s IP Port boxes, type the standby License Manager
Server port number (optional, if available).

The LM Service log file (LMService.log) location appears. It is in the install

directory of the Contact Center Manager Administration server as follows:
Drive:\Program Files\Nortel Networks\WClient\Nortel_Log\.
9 From the LM Service Log Level list, select one of the following:
LMService.log file.
LMService.log file.
10 If you select Errors only or Debug in the LM Service Log size box, type
the log file size.
The Default is 1 MB.
12 Click OK.
Manager Service.

Service has restarted.
14 Click OK.

Step 21. Configure Logon warning message

(optional)
turned on in the Contact Center Manager Administration software; however, a
message.

22. “Configure shared folders for Historical Reporting (optional)” on page 857.

Control Panel > Administrative Tools > Local Security Policy.



Result: The Interactive Logon window appears.

7 Click Apply.
8 Click OK.



12 Click Apply.
13 Click OK.


Configuration.

Result: The Login Warning Properties window appears.
warning message title and text,” on page 852.
4 Click OK.
The Use Login Warning Message setting is server-specific. If the Contact
Center Manager Server is part of a networked contact center, this setting
needs to be set on each Contact Center Manager Administration server.



1. Creating a shared folder for exporting scheduled reports—This task is
required to create a shared folder on the Contact Center Manager

To create this shared folder, select one of the following options:

reports.


organization.
steps:
Everyone.

require read permission on the Contact Center Manager Administration shared
delete access for each applicable user). For information about configuring user
access privileges, see the Microsoft Windows Server 2003 documentation.



domain
server was set up for CCMA server.
destination PC.

You can export scheduled reports only to client PCs that are within the same
Groups > Users.
folder
When you change the iceAdmin password on the Contact Center Manager
Administration server, you must change the iceAdmin password on the
client PC to the same password as defined on the Contact Center Manager
steps:

For example, to export the Agent Performance report, agent, to the shared
folder, reports, on the client PC, clientpc, in the Output box, type
\\clientpc\reports\agent.

server. When you schedule or run this report, you do not need to have access to
the original report template because the imported copy is run from the Contact

shared folder on the network PC with the appropriate access privileges
according to your organization security policy.
ATTENTION

imported reports
The procedure for setting up the shared network folder varies based on the
current configuration of the Contact Center Manager Administration server and
the security guidelines of your organization. Choose the most appropriate
procedure from the following list:
Manager Administration server network domain. For details, see “Creating
a shared network folder (Contact Center Manager Administration server
part of a workgroup)” on page 863.

account of the server default Web site to the network domain account” on
Web site to the network domain account, you can proceed to “Creating a

Guest account on the network PC. For information, see “Option 1: Sharing
the folder with read permissions for the Everyone account and enable Guest
account on the network PC” on page 863.
with read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server)”
on page 867.
templates.




7 Select Everyone.
8 Select the Allow check box for Read. Ensure that all other check boxes are
clear.
9 Click Apply.
10 Click OK.
window.

Result: The Guest Properties window appears.
16 Clear the Account is disabled check box.

17 Click OK.

Web site.


templates.
PC with the same passwords as those which are used on the Contact
Center Manager Administration server. Click Start > Control Panel >
from the menu.

11 Click Create.


these accounts.




21 Click Add.

22 Click Advanced.
23 Click Find Now.
25 Click OK.
bottom of the window, ensure that the Read check box for Allow is
selected.
27 Click Apply.
account.
dialog box.

on the network PC” on page 878.

2 To add the network domain account to the Windows Backup Operators
Group, click Start > Control Panel > Administrative Tools > Computer
Management.
5 From the list of groups in the right pane, double click Backup Operators.
6 Click Add
OR
Click Locations and select the domain where the network domain account
belongs. Click OK. Then enter the domain account as <domainname>/
account name.
8 Click OK
9 To set up the Internet Information Services (IIS) security account, click
Start > Administrative Tools > Internet Information Services (IIS)
Manager.

computer).
from the menu.



15 Click Browse.
16 Click Advanced.
Result: The lower portion of the Select User dialog box expands.

17 Click Locations.
If you are logged on to the local machine, and not the domain, enter your
19 Click Find Now.
then click OK.
21 Click OK.
23 Click OK.
28 Type iisreset.
29 Click OK.
You are ready to create a shared network folder (Contact Center Manager


To perform this procedure, your server and the network PC must be members of
templates.




7 Select Everyone, and then ensure that the Allow check box is selected for
Read. Ensure that all other check boxes are clear.
8 Click Apply.
9 Click OK.
window.
13 Double-click the Users folder, and then select Guest in the right pane.


15 On the General tab, clear the Account is disabled check box, and then
click OK.

procedure.
Nortel recommends that you only synchronize the imported report template
templates




9 Click Add.

10 Click Advanced.
11 Click Find Now.
Result: A series of users appears in the lower portion of the dialog box.
13 Click OK.
14 Select the account at the top of the Permissions window, and then, at the
bottom of the window, ensure that the Allow check box is selected for
Read.
15 Click OK.
dialog box.

Step 23. Configure new ADD 6.0 parameters

on the server (optional)
Agent Desktop Display 6.0 has new features that you can configure on the
These new features include:

The ability to require agent phoneset logon for Agent Desktop Display to
function
The ability to disable automatic Agent Desktop Display Client upgrades.
All of your previous Agent Desktop Display configuration settings are carried
over during the data migration process.
To configure these new features, complete the following procedure.

Configuring new Agent Desktop Display 6.0 parameters in the

application server
2 To require that your agents log on to their phonesets before they can
launch Agent Desktop Display, select the Agents phoneset login
required for ADD check box.
If this check box is clear, when an agent logs on to the Agent Desktop
Display client application, the agent sees data only if other agents log on to
skillsets to which that agent is assigned.
If this option is selected, agents receive no prompts to download available
Agent Desktop Display client upgrades.
4 Click Save.


password (optional)
account password, proceed to Step 25. “Upgrade the XML Automated
Assignments feature (optional)” on page 892.
ATTENTION


procedure.

Result: The IceAdmin Password Change window appears.


account.
OK.
Result: The system verifies that you typed the same password both times,

Step 25. Upgrade the XML Automated

If you install the XML Automated Assignments feature, you must upgrade it by
uninstalling the existing version of the software and reinstalling the new version.
To uninstall this feature from the server, use the Windows Add or Remove
Programs utility. To install the feature, see the procedure that follows.
You can also consult associated documentation and engineering/development

support resources for the XML Automated Assignments feature, which are
provided only through the Nortel Developer Program.

contact a member of the Developer Program through the Contact Us link at
www.nortel.com/developer. General information about the Developer Program,
including an online membership application, is also available on this site.

folder of the DVD.

5 Click Next
Next.

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).


Server Utility
you did not upgrade or perform a new installation of Contact Center Manager
Server, you can skip the procedure and proceed to Step 27. “Refresh your
servers” on page 897.

Result: The Nortel Contact Center Manager Server Utility Login window
appears.
2 In the User ID box, type the sysadmin User ID.

3 In the Password box, type the sysadmin password.

4 In the Server Name or IP Address box, enter the Contact Center Manager
Server name or IP address.
5 Click OK.
Result: The End User License Agreement window appears.

7 Click Accept.
Result: The Change Password window appears.


Step 27. Refresh your servers
ATTENTION
You must complete this step. If you do not manually refresh
all Contact Center Manager Servers after you upgrade to
Contact Center Manager Administration 6.0, your Contact
Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function
to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or you
upgrade from a previous version of Contact Center Manager
Administration.
You change the Contact Center Manager Administration server to connect
to a standby Contact Center Manager Server.
If you change the password of sysadmin in the Server Utility, you must change
the password in that server.
Refreshing all servers

Only the default administrator, webadmin, can add, edit, delete and refresh
servers in Contact Center Manager Server. When you refresh a server, you
refresh Contact Center Manager Server data associated with that server in
ADAM, such as release number, feature list, and networking information.
Favorites.

3 Press Enter.
If you installed a release earlier than SU04 and you did not install the client
If you have SU04 or later and you configured the Contact Center Manager
earlier than SU04 and you configured the Contact Center Manager
4 Enter your webadmin user ID and password in the text boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears

6 Select Configuration.
7 On the menu bar, click Server > Refresh All Servers.
Result: The system asks if you want to continue to refresh all servers.
8 Click Yes.
9 Click Yes.
Result: The system refreshes all servers in the system tree. A message
appears in the information bar at the bottom of the screen that lists the
servers that successfully refreshed and the servers that did not refresh. An
entry specifying the servers that successfully refreshed appears in the
Audit Trail.


server


information.

available.
Manager Administration. The remaining guides from the Contact Center 6.0


Whats New Guide.pdf
HRDD.pdf

Step 29. Other postupgrade tasks
This section includes other postupgrade tasks.

Configure the NMS.

Center Manager Administration, refer to Chapter 17, “Managing security.”
What is next?
Configure the client PC. For information, see Section D: “Configuring the client
PC,” on page 903.

Section D: Configuring the client PC
In this section
Step 30. Ensure that the client PCs meet all requirements 904
Step 33. Log on to Contact Center Manager Administration 909

Step 30. Ensure that the client PCs meet all

requirements
Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display
software, ensure that all client PCs meet the minimum requirements for this
Release. For details, see Contact Center Manager Administration Technical

Step 31. Download and install Windows

update KB917607 (Optional)
Agent Desktop Display. To view online help, you must download and install



(optional)
The .NET Framework version 1.1 and .NET service pack 1 must be installed on
that are administered by Contact Center Manager Administration. For
information about installing the Contact Center Multimedia server, see the
Nortel Contact Center Multimedia Installation and Maintenance Guide. For
information about adding the Contact Center Multimedia server to the list of
servers administered by Contact Center Manager Administration using the
Configuration component, see the Nortel Contact Center Manager
If you do not use the Outbound Campaign Management Tool component,

proceed directly to Step 33. “Log on to Contact Center Manager


Checking for the .NET Framework on a client machine

check to see if the correct version of the .NET Framework version is already
installed.
6 Click Close.

Pack 1.


Step 33. Log on to Contact Center Manager

Administration
(Internet Explorer version 6.0 with the latest supported Service Pack and SOAP
Note that if you install SU04 or later, SOAP is not required.
To perform the procedures in this chapter, log on to the Contact Center Manager
Administration Server. Before you can log on to the Contact Center Manager
Administration Server, you must accept the licence agreement on the server
utility.
If you upgrade your Contact Center Manager Server at the same time, you must
upgrade the license agreement in Server Utility. For information, see Step
26. “Accept the license agreement in Server Utility” on page 895.
You must also refresh your servers after an upgrade. For information, see Step
27. “Refresh your servers” on page 897.
To log on to Contact Center Manager Administration

When you log on to Contact Center Manager Administration after installation,
you must log on as the default administrator, webadmin. For security reasons,
Nortel recommends that you change the default password when you first log on
to the application. Contact Center Manager Administration user passwords can
contain English characters and special characters only.


and changing the default password
ATTENTION
When you change the webadmin password, do not lose or
forget the new password or you cannot log on to Contact
Center Manager Administration as the webadmin
administrator. In this case, you must uninstall and reinstall
Contact Center Manager Administration to reinstate the
original webadmin user account with the default password.
Manager Administration server as webadmin, and create a
new administrator account of your choice (for example,
tempadmin), giving this user account Access and Partition
Management rights. This way, if you lose or forget your new
webadmin password, you can still log on to the Contact Center
Manager Administration server as tempadmin and change the
webadmin password. For more information about adding
Contact Center Manager Administration users, see the online
Help.

Favorites.
3 Press Enter.

4 To view the details of the Contact Center Manager Administration build




username, webadmin.
ATTENTION
as the webadmin administrator. In this case, you must
uninstall and reinstall Contact Center Manager
account with the default password. To avoid this
scenario, as a safety precaution, launch Access and
Partition Management and create a new user account
with administrator rights, such as tempadmin. If you
forget or lose the new webadmin password that you
entered, you can log on to the Contact Center Manager
Administration server as tempadmin and change the
webadmin password.

10 Click Submit.
reappears.


13 Click Login.
Result: If you configured a logon warning message, this message appears;
otherwise, the Contact Center Manager Administration main window
appears.


the Audit Trail component, require that you download controls to your client PC

(see “Configuring Internet Explorer 6.0 or later on the client PC” on page 269).
When the browser is configured to enable for downloading signed ActiveX
Controls, the browser does not notify you that it is downloading a required
control; the control is automatically downloaded to the client PC the first time
they are required by the Contact Center Manager Administration component in
which you work. When the browser is configured to prompt, a dialog box
appears the first time the control is required by Contact Center Manager
Administration. This dialog box displays the name of the control, the company
of origin, and prompts you to accept the control before it is downloaded.
If a control is installed on the client PC, it is not downloaded a second time. The
system automatically upgrades these controls if a newer version of the control is
detected on the Contact Center Manager Administration server, up to the version
specified by Contact Center Manager Administration. For information about
viewing the controls that are already installed on your client PC, see Chapter 9,
“View the list of installed controls”.


controls are required for more than one component, but you need to install them
once only.
Client
Install

Files viewer.

Program Pop-up
Files Menu
Program
Files

Program y for Real-
Files Time
Displays

Client
Install

Files y

y

Program y
Files

Control Program
Files
If you install a release earlier than SU04, the SOAP 3.0 client is also required on
the client PC. For more information about installing the client version of SOAP,
see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.

Unsigned non-driver installation behavior on the PC, determine if warning
downloaded at all.

downloading of controls, and you do not need to perform this procedure.


4 In the right pane, scroll to Devices: Unsigned non-driver installation
behavior policy.
Explorer.

Do not allow installation You cannot download and install unsigned

Result: The Local Security Policy Setting window appears.
preference).
9 Close the Local Security Policy Setting window.

when downloading signed ActiveX Controls (see “Configuring Internet
Explorer 6.0 or later on the client PC” on page 269). When the browser is
configured to enable when downloading signed ActiveX Controls, the browser
does not notify you that it is downloading a required control; the control is
automatically downloaded to the client PC the first time they are required by the
Contact Center Manager Administration component in which you work.
When you configure the browser to prompt, a dialog box appears the first time
the control is required by Contact Center Manager Administration. This dialog
box displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box appears, you

must choose to accept the control before the system downloads the control to the
client PC. You are only be prompted to accept the control the first time that the
control is required by the Contact Center Manager Administration component in
which you work.
either Windows Server 2003, Windows XP, or Windows 2000 Professional
must have an ID that is part of the Power Users group on the client PC to
successfully download and install many of the controls required by Contact
Center Manager Administration. (If you install a release earlier than SU04, a
user with administrator privileges must first install client SOAP on the client
PCs.) For information about adding these users to the Power Users group,
consult Microsoft Windows Help in the appropriate operating system. Once a
user with administrator privileges successfully downloads the required controls,
users who are not members of the Power Users group or users who do not have
administrator privileges can use all Contact Center Manager Administration
components on the client PC to which they have access.
View the list of installed controls


2 On the General tab, in the Temporary Internet files section, click
Settings.
OR

In Internet Explorer 7.0, on the General tab, in the Browsing history

section, click Settings.
Result: The Temporary Internet Files and History Settings window
appears.

Controls downloaded using the ActiveX Controls.msi file do not appear in
the Internet Explorer Downloaded Program Files window.
Deleting controls
PC. However, note that if Internet Explorer uses the control, you may need to
close the browser and reopen it before the system lets you delete the control.


If your contact center security policy prevents users from logging on to the client
PCs with administrator privileges, the automatic download process for the
Contact Center Manager Administration controls do not function. To install the
required controls on the client PCs, select one of the following options:
A user with administrator privileges can log on to each client PC, connect
to the Contact Center Manager Administration server, and can
automatically download all required controls by opening all applicable
components and windows that require these controls.
as a Systems Management Server (SMS), Nortel has bundled the required
the SMS clients, regardless of the level of user who has logged on to the
PC. For details, see “Running the ActiveX Controls.msi file from an SMS
If you do not have an SMS server, a user with administrator privileges can
launch the ActiveX Controls.msi file on each client PC individually to
install all the required controls at once (without having to log on to Contact
Center Manager Administration). For information, see “Running the
consult Microsoft Windows Help in the appropriate operating system.



package on client PCs within the same domain using the Windows group policy.
For details, see the documentation on the Microsoft Web site at
www.microsoft.com.


installation.
welcome window.

5 Click Next.
6 Click Install.
7 Click Finish.


installed on the client PC, see “View the list of installed controls” on page 920.
What is next?
Upgrade Agent Desktop Display. For details, see Section E: “Upgrade agent
workstations,” on page 927.

Section E: Upgrade agent workstations
In this section
Step 35. Upgrade Agent Desktop Display on agent workstations 928
Step 36. Configure active and standby servers for ADD (optional) 932

Step 35. Upgrade Agent Desktop Display on

agent workstations
This section describes how to automatically upgrade the Agent Desktop Display
4.5 client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent

Desktop Display
Agent Desktop Display Release 4.0 is incompatible with Contact Center
Manager Administration. Therefore, you must first upgrade all client PCs to
Agent Desktop Display 4.5. If you install a release earlier than SU04, you must
also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is
not required. This upgrade process must be done manually on each client PC.
For details about this procedure, see the Symposium Web Client Planning,
Installation, and Administration Guide for Release 4.5/SU05.
To automatically upgrade the Agent Desktop Display 4.5 client

software
Perform this procedure if you upgrade the Agent Desktop Display Release 4.5
software to Release 6.0.

Windows 2000, you must log on to the PC with Administrator privileges to
upgrade Agent Desktop Display. This also applies if you upgrade the client
portion of Agent Desktop Display on the Contact Center Manager
Ensure that the proxy settings are turned off before completing this procedure.
Ensuring that the proxy settings are turned off



Result: The Local Area Network (LAN) Settings window appears.
3 Clear the checkbox next to Use a proxy server for your LAN.
4 Click OK.
Automatically upgrading the Agent Desktop Display 4.5 client

software
1 Log on to the client PC (or the Contact Center Manager Administration
server, if it has the client portion of Agent Desktop Display installed) with
Administrator privileges.
2 On the client PC, open Agent Desktop Display and connect to an Contact
Center Manager Administration server running Contact Center Manager
Administration.
3 Launch a tabular display.
Result: A message box appears, asking if you want to upgrade to a newer
version of Agent Desktop Display.
4 Click Yes.
Result: The Choose Setup Language window appears.
5 From the list, choose the language in which to upgrade Agent Desktop
Display. You can choose from English, French, German, Japanese, and
Traditional Chinese.
On co-resident servers that contain Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control
Toolkit, the only supported language version of the Windows Server 2003
operating system is English. If the co-resident server contains only Contact
Center Manager Server and Contact Center Manager Administration, it
supports English, Japanese, and Traditional Chinese only.

For more information about Agent Desktop Display and multiple language
support, see “To configure multiple language support in Agent Desktop
Display” on page 327.
6 Click OK.
Result: The system prepares for setup and displays the Welcome to the
InstallShield Wizard for Agent Desktop Display window.

7 Click Next.
Otherwise, the system copies the necessary files, and then installation
begins. When the upgrade is complete, the InstallShield Wizard Completed
window appears.
When you upgrade from a previous version of Agent Desktop Display, you
cannot change the server IP addresses during the upgrade. Instead, the
program uses the IP addresses that you originally chose. To change these
addresses, after the client software is installed, use the Server IP
Addresses window in the application.
8 Click Finish.
Result: The system may prompt you to restart your system.
9 If required by your network security policy, turn your proxy settings back on
after you upgrade Agent Desktop Display.

Step 36. Configure active and standby servers

for ADD (optional)
If you have standby servers installed in your network, Agent Desktop Display
6.0 includes a new feature that you can use to configure the IP address or
hostname of active and standby servers for Contact Center Manager
Administration and Contact Center Manager Server.
With this feature, agents can switch between active and standby servers as
required by their network administrator. This simplifies the recovery procedures
in the event of a failure on the active server requiring a cutover to a standby
server.
This procedure is optional.
Configuring active and standby servers for Agent Desktop Display

2 Click Start > Programs > Agent Desktop Displays > Server IP
Addresses Configuration.
Result: The Server Configuration dialog box appears.
Administration server. This field is required.

address or hostname of the active Contact Center Manager Server. This
field is required.
5 If you install a standby Contact Center Manager Administration server, in
the Contact Center Manager Administration: Standby text box, type the
IP address or hostname of the standby Contact Center Manager
Administration server. This field is optional.
6 If you install a standby Contact Center Manager Server, in the Contact
Center Manager Server: Standby text box, type the IP address or
hostname of the standby Contact Center Manager Server. This field is
optional.
specific network.
7 Click Save.
What is next
If you use Symposium Call Center Server 5.0 administered by at least one
Classic Client and you plan to upgrade your Symposium Call Center Server 5.0
to Contact Center Manager Server 6.0, you must migrate your Classic Client
data to Contact Center Manager Administration 6.0. For information, see
Section F: “Migrate Classic Client,” on page 935.


Section F: Migrate Classic Client
In this section
Overview 936
Migrate graphical real-time displays (GRTD) 962

Overview
This section describes how to migrate the following Classic Client data to
Filters
Historical reports
Real-time displays
User types
Client.
Server 6.0.
Administration 6.0.

Migration Checklist

Administration.
Filters
Migrate filters ❏
Historical reports

Real-time displays



User types




Migrating Filters
Use the tool to:
Migrating filters
Only the administrator or webadmin can use this tool.
2 Input the path of the Network Control Center filter (database file) or click the
browse button to search for the file.

3 Select the appropriate file.

4 Click Save Data.

5 Click Close.


Classic Client
Classic Client:

server




1. Create a shared directory on the client PC or on a network PC to store
user-created templates for the users.
the directory where each file is stored. For information about finding
user-created reports, see “Finding user-created reports in Classic Client” on
page 943.
created reports into Contact Center Manager Administration” on page 944.
Manager Administration. For details, see “Scheduling reports” on page
949.
Administration. For information, see Chapter 9, “Deleting a report schedule
from Classic Client”.

Client,” on page 955.

criteria for each report. For details about finding user-defined reports, see
“Finding user-defined reports in Classic Client,” on page 948.
same selection criteria for each report and save the report. For details, see
“Defining user-defined reports in Contact Center Manager
Administration,” on page 948.
Manager Administration. For details, see “Scheduling reports,” on page
949.
details, “Deleting user-defined or user-created reports from Classic

4 Under the Types folder, check for any reports that are user created by
looking at the Types column.
5 Right-click on each user-created report and note the path to the location
where the file is stored.


Administration
1 From the Contact Center Manager Administration Launchpad, click

2 Select the Contact Center Manager Server from which to run the report (for
example, the Ottawa server).


4 Click Next.
drive check box.
template on the network drive/PC, you need not import the report to the


file.
8 Select the value under Report is based on the following data. The
choices are: Historical, Configuration, and Parameters.
11 Click Next.

12 Click Finish.
For more information about importing reports, see the Contact Center Manager


Administration
criteria.
schedule it.

Because reports might be stored on individual PCs or on the network, it is
scheduled reports.


Scheduling reports


1 From the Time zone list, select the time zone in which you want to run or
schedule your report.
ATTENTION
the schedule time that you enter to the time zone in which
the Contact Center Manager Administration server is
located. The report is generated at the time and in the
time zone you specify, but the timestamp at the bottom of
the generated report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted on
the Web site www.nortel.com.

During the period from X to Y—Select to schedule an interval report to be
times in the boxes.
On X at Y weekly—Select to generate an interval report on a particular
day, at a particular time every week. For example, select this option to
generate a report every Monday morning at 9:00 a.m.
At X every day/specific days of the week/specific dates—Select to

At X today/every day/days of the week/specific dates—Specify the time

At X this week/every week—Specify the time and day at which you want
to generate a weekly report, either this week, or every week. For example,
every Tuesday.
At X on specific dates—Specify the time and dates on which you want to
On the X in Y at Z—Select to schedule a monthly report to run on a
specific day and month, at a specific time. You can also choose to run the
report every month. For example, you can run a monthly report on the third
On day X at Y—Select to schedule a monthly report to run on a specific
date during a specific month, at a specific time. You can also choose to run
the report every month.
On specific dates at X—Select to schedule a monthly report to run on
4 Continue with the procedure “Defining output options,” on page 951.

or save it as a file, or both. If you choose to print the report, you can select the
paper size.
notification that the system successfully generated the report, or that problems
occurred preventing the system from generating the report. If the system cannot
generate the report, the e-mail notification contains possible reasons for the
failure that you can use to repair the problem and generate the report again.

If you choose to print the report to a file, you must specify a shared folder to
which the Contact Center Manager Administration server sends the output file.
This folder can be on your computer, on another computer in the network, or on
the Contact Center Manager Administration server. If the folder that you specify
is on a computer other than the Contact Center Manager Administration server,
the computer must be within the same domain as the Contact Center Manager
To send a scheduled report to a printer, ensure that you configure a default

printer on the Contact Center Manager Administration server. If you define no
default printer, you can send reports only to a file.
scheduled report.
printed report.
Example: You want to send the Agent Performance report to a shared
folder on the Contact Center Manager Administration server. The Contact
Center Manager Administration server computer name is appsrvr, the
shared folder name is reports, and you decide to call the report agent. You
type \\appsrvr\reports\agent in the Output box.
5 From the Format list, select the export file format that you want to use.
6 Select the Send notification e-mail to check box if you want the system to
notify you when the report generated.
colon (;).

8 Click Submit.
9 Click Activate.
Activating a report
You can activate a report schedule in one of two ways:
You can click Activate in the Report Properties window after you schedule
a new report and click Submit, or after you modify an existing report
schedule and click Submit.
You can click Activate in the Scheduled Events window. For more
information, see the following procedure.
3 Click Activate.
You can deactivate a report schedule in one of two ways:
Click Deactivate in the Scheduled Events window. For more information,
see the following the procedure.
3 Click Deactivate.


Result: The currently scheduled reports appear.
5 In Scheduler, right-click the schedule.

6 Select Delete.

ATTENTION
If the report schedule is active, you must deactivate it
before you can delete the report.

Real-time displays are stored differently in Classic Client and Contact Center
Classic Client
Classic Client stores custom real-time display formats on the PCs that run
Classic Client.

stores custom real-time display formats on the Contact Center Manager
requires that you recreate custom real-time displays in Contact Center





display




12 Under the Properties tab for each display, configure the properties for the
13 Under the Columns tab for each display, configure the columns for the new

The mechanism to create displays in Classic Client differs from that in

Contact Center Manager Administration. This may mean that you are not
able to recreate the displays in Contact Center Manager Administration
exactly as they are configured in Classic Client.

Migrate graphical real-time displays (GRTD)

Manager Administration 6.0, you must note the configuration parameters for
each graphical real-time display in Classic Client and then manually recreate the
displays.

supervisor.
2 Right-click on the billboard that you want to recreate in Contact Center
Result: The Data Window Properties window appears.




threshold parameters.




12 From the server list, select the server on which to create the graphical
display.
Agent Agent Map
14 In the Presentation area, select the type of graphical display to create.

For further information about configuring display settings, consult the
Contact Center Manager Administration online Help.


supervisor.
type.


6 Note the Data Action parameters of this chart, in particular, note the
threshold parameters in this tab.




graphical display.
13 You cannot create agent maps or IVR graphical displays on the Network
Agent Agent Map
to create.
different types of charts and billboards see the Contact Center Manager

18 Repeat this procedure for each of the application and skillset charts to
migrate to Contact Center Manager Administration.



Administration.
Classic Client
Classic Client:
stores assignments in the Symposium Call Center Server database
stores and controls schedules on the Symposium Call Center Server

Contact Center Manager Administration server's operating system, to

delete the schedule from Classic Client. If the schedule is not deleted from
ATTENTION
Ensure that all the schedules are removed prior to upgrading to


assignments
Assignments.


8 From the View menu select Assignments.


Assignments folder.
11 Select an assignment.
Result: The schedule information appears in the Save/Schedule




assignments
Assignments.
Result: The schedule information is displayed.
6 Click Save.

With Classic Client, you can create six types of users of which only the first
three can access the Classic Client.
Desktop user—Used to log on to Wallboard or third-party applications,
can also be used to administer the Classic Client functionality depending on
privileges.
agents. Also has access to the Classic Client, and depending on privileges,
can perform certain actions within the Classic Client.
supervising agents and is also an agent. Also has access to log into the
Classic Client, and depending on privileges, can perform certain actions
within the Classic Client.
Agent user—Assigned to a skillset used to take calls within the contact
center.
Supervisor Agent user—A supervisor in the contact center, supervising
agents. Without Desktop is not able to access the Classic Client. Assigned
to a skillset used to take calls within the contact center.
The Server Utility replaces the Classic Client. If you log on through the Server
Utility, you see all six types of users. When migrating from Classic Client to
Contact Center Manager Administration, you must perform the following tasks
for each user type.










assignments
This section describes how to:

migrate scheduled assignments from Classic Client to Contact Center
delete scheduled assignments from Classic Client


Result: The Table Routing Assignment list is displayed.



information.


15 Click Schedule.

7 Click Save.




Result: A list of all users is displayed.
to remove.
Result: The User Properties window appears.
8 Click Remove.
9 Click Save.

Chapter 10
Upgrading from SWC 4.5 (Windows

2003) to CCMA 6.0 on a new server
In this chapter
Overview 984
Section E: Upgrading agent workstations 1209

Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server Standard 10.15
Overview
Nortel does not support a direct migration from Symposium Web Client 4.5 on
server A to Contact Center Manager Administration 6.0 on server B. That is,
you cannot back up Symposium Web Client data on a source server and restore
that database backup to Contact Center Manager Administration 6.0 on a new
target server.
Use the migration and upgrade procedures in this chapter to upgrade from
Symposium Web Client Release 4.5 SUS0601 v1 on a Windows 2003 platform
to Contact Center Manager Administration Release 6.0 on a new server.
ATTENTION
If your Symposium Web Client 4.5 is running on Windows
Server 2000/ Advanced Server, you must perform a full
platform migration to Windows Server 2003 before
proceeding with your upgrade to Contact Center Manager
Administration 6.0. For information about migrating
Symposium Web Client 4.5 on a Windows 2000/Advanced
Server platform to a Windows 2003 platform, see Chapter
8, “Migrating SWC 4.5 platform from Windows 2000 to
Windows 2003.”
Migrating Classic Client data

If you have Classic Clients operating in your data network, you must migrate
your Classic Client data because Contact Center Manager Administration 6.0
does not support Classic Client.
You can migrate your Classic Client data before or after you perform the
upgrade. For more information about planning your upgrade and compatibility
considerations for Classic Client, see the Nortel Contact Center 6.0 Planning
and Engineering Guide.
The procedures to migrate Classic Client are documented in Section F: “Migrate

Classic Client,” on page 1217.

December 2007 Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new server
Source server and target server

For the purpose of the procedures in this chapter, your existing server with
Symposium Web Client 4.5 (SUS0601 v1 or later) installed is referred to as the
source server.
The new server, is referred to as the target server.
Options for upgrading from Symposium Web Client 4.5 (SUS0601 v1

or later) on Windows 2003 (source server) to Contact Center Manager
Administration 6.0 on a new server (target server)
Nortel does not support a direct migration from Symposium Web Client 4.5 on
server A to Contact Center Manager Administration 6.0 on server B. That is,
you cannot back up Symposium Web Client data on server A and restore that
database backup to Contact Center Manager Administration 6.0 on server B.
To complete an upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later)

on Windows 2003 to Contact Center Manager Administration 6.0 on a new
server, you can select one of two options.
Option 1 (recommended by Nortel)

In this scenario, you maintain a fully operational Symposium Web Client 4.5
(SUS0601 v1 or later) on the source server, while migrating data to the target
server and performing the upgrade on the target server. To upgrade to a new
server, you must complete the following tasks:
1. Install Symposium Web Client 4.5 (SUS0601 v1 or later) on the target
server.
2. Back up Symposium Web Client 4.5 (SUS0601 v1 or later) on the source
server.
3. Restore Symposium Web Client 4.5 (SUS0601 v1 or later) to the target
server.
4. Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the target
server to Contact Center Manager Administration 6.0.
The procedures for this recommended upgrade path (Option 1) are documented
from end to end in this chapter.

Option 2
You can also upgrade from Symposium Web Client 4.5 (SUS0601 v1 or later)
on Windows 2003 to Contact Center Manager Administration 6.0 on a new
server by completing the following tasks:
1. Upgrade Symposium Web Client 4.5 (SUS0601 v1 or later) on the source
server to Contact Center Manager Administration 6.0. For information, see
Chapter 9, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on
same server.”
2. Migrate Contact Center Manager Administration 6.0 data from the source
server to the target server. For information, see Chapter 11, “Migrating
CCMA 6.0 to a new server.”
Because this scenario does not maintain a fully operational Symposium Web
Client 4.5 in the contact center while you perform the upgrade, this upgrade path
is not recommended by Nortel.
Option 2 is not documented as an end-to-end procedure in this chapter. To

follow this upgrade path, see Chapter 9, “Upgrading from SWC 4.5 (Windows
2003) to CCMA 6.0 on same server” and Chapter 11, “Migrating CCMA 6.0 to
a new server.”
Timing
upgrade:
hours
Upgrading the server software: 30 minutes
Ram: 1.0 GB



Section A: Preparing for the upgrade
In this section
Step 1. Read the documentation for performing an upgrade 990
Step 2. Gather the materials required for an upgrade 991
Step 3. Ensure that all servers are compatible 992
Step 4. Ensure target server meets CCMA 6.0 requirements 993
Step 5. Ensure SWC 4.5 on Win 2003 is installed on source server 994
Step 6. Install SWC 4.5 SUS0601 v1 on the target server 995
Step 7. Add ASP.NET applications to IIS 1028
Step 9. Back up Symposium Web Client data files on the source server 1033
Step 10. Remove Terminal Services (optional) 1036
Step 11. Restore the data files from the source server to the target server1037
Step 12. Get documentation for the XML Automated Assignments feature1043
Step 13. Install Crystal Enterprise 10 Embedded on the target server 1044
Step 14. “Verify that the SWC server can update the ADAM schema” on page
1051

Step 1. Read the documentation for

performing an upgrade
Perform the following tasks:

Read Chapter 7, “Upgrading”.
Check for any installation addenda or updated customer documentation on
the Nortel Web site (www.nortel.com), or on the Partner Information
Center Web site (www.nortel.com/pic). The addenda and documentation
may contain important information regarding your upgrade.
If your Symposium Web Client 4.5 runs on Windows Server 2000/Advanced

Server, you must perform a full platform migration to Windows Server 2003
before upgrading to Contact Center Manager Administration 6.0 using the
procedures in this chapter. For information about migrating Symposium Web
Client 4.5 on a Windows 2000/ Advanced Server platform to a Windows 2003
platform, see Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to
Windows 2003.”

Step 2. Gather the materials required for an

upgrade
Qty Description ✔
1 Contact Center Manager Installation DVD ❑

1 Windows Server 2003 Installation CD ❑
1 Symposium Web Client 4.5 Installation CD ❑
following:
the Contact Center Manager Administration software
Sybase Open Client version 12.5
pcAnywhere 11.5 Host-Only
required hotfixes

Step 3. Ensure that all servers are compatible

Center Server Release 5.0 SUS0504 (or later) and Contact Center Manager
Server 6.0 (or later). Contact Center Manager Administration 6.0 is
incompatible with previous releases of Symposium Call Center Server.

server, you can install it only after you install Contact Center Manager Server
6.0. You cannot install Contact Center Manager Administration 6.0 on a co-
resident server with Symposium Call Center Server Release 5.0 or earlier.
Backward compatibility
You can use Contact Center Manager Administration to administer Symposium
Call Center Server 5.0 SUS0504 (or later) in your network, but you cannot use
Symposium Web Client 4.5 to administer Contact Center Manager Server 6.0.
To administer Contact Center Manager Server 6.0, you must upgrade the
Contact Center Manager Administration server to Release 6.0 of Contact Center
For more information about compatibility, see “Compatibility with CCMS and
SCCS” on page 596.

Step 4. Ensure target server meets CCMA 6.0

requirements
Before you upgrade Symposium Web Client to Contact Center Manager

Administration Release 6.0, ensure that the application server meets all the
minimum hardware and software requirements. For information about hardware
and software requirements, see the Contact Center Manager Administration

Step 5. Ensure SWC 4.5 on Win 2003 is

installed on source server
To perform a migration of Symposium Web Client 4.5 (SUS0601 v1 or later) to

a new server in preparation for the upgrade to Contact Center Manager
Administration 6.0, you must have Symposium Web Client 4.5 SUS0601 v1 or
later on a Windows 2003 platform installed on the source server.
If your Symposium Web Client 4.5 on the source server is installed on a

Windows 2000/Advanced Server platform, you must perform a full platform
migration to a new server before you upgrade the new server to Contact Center
Manager Administration 6.0. For information about migrating Symposium Web
Client 4.5 (SU05 or later) platform from Windows 2000 to Windows 2003, see
Chapter 8, “Migrating SWC 4.5 platform from Windows 2000 to Windows
2003.”

Step 6. Install SWC 4.5 SUS0601 v1 on the

target server
You must install and configure Windows Server 2003 and Symposium Web
Client 4.5 SUS0601 v1 on the target server.
To successfully complete the migration without corruption of data, each server

must have the same version of Symposium Web Client and the same Service
Update installed. For example, if your source server has Symposium Web Client
4.5 with SU06 on the Windows 2000 Server/Advanced Server installed, you
must install Symposium Web Client 4.5 with SU06 on the Windows Server
2003 target server.
For more information about installing and configuring Symposium Web Client
4.5, see the Symposium Web Client Planning, Installation, and Administration
Guide.
Installing and configuring Windows Server 2003

Before you can install the required third-party software or the Symposium Web
Client application, you must complete the following procedures:
Create an NT File System (NTFS) partition as the primary partition on the
application server.
Install Windows Server 2003 Enterprise Edition or Standard Edition,
including Simple Mail Transfer Protocol (SMTP) and Internet Information
Services (IIS) on the primary NTFS partition.
Windows Server 2003 requirements

When you install Windows Server 2003 Enterprise Edition or Standard Edition,
there are several Windows components in the installation process that are
required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol
(SMTP)
Terminal Services and Terminal Services Licensing

Because there are no specific guidelines or restrictions regarding the number or

size of the application server partitions for Symposium Web Client, the person
installing the software must determine the best hard disk configuration for the
application server. For example, there can be separate partitions for the
operating system, the application software, and the shared folders that are
required for exporting historical reports, or everything can be installed and
configured on the same partition.
To install IIS and Terminal Services, you must scroll through the list of
components, and select Application Server and the Terminal Services and
Terminal Services Licensing boxes. IIS is a subcomponent of Application
Server, and SMTP is a subcomponent of IIS.
Terminal Services can communicate with the Terminal Services License Server
(Terminal Services Licensing) only if they are in the same domain. Therefore,
Nortel recommends that you install both on the application server.
When you install Windows Server 2003, ensure that you install it on a clean
server that is newly partitioned and free of other operating system attributes. If
manually configure the server with the correct IIS permissions for proper
Symposium Web Client functionality. For information, see “Applying security
patches to the application server” on page 1004.
Client Access Licensing

For the latest information about Client Access Licensing, consult Microsoft.
ATTENTION
Nortel does not accept any liability for end-user compliance
with Microsoft licensing agreements. This information is
Client PCs running on Windows 2000 or Windows XP require a Windows 2000

Server Client Access License (CAL) only; they do not require a separate
Terminal Services Client Access License.

If the application server is running Windows Server 2003, you can purchase
either one Windows Server 2003 CAL per user (user CAL) who accesses the
application server, or per client PC (device CAL) that accesses the application
server. Choose the type of CAL that best suits your organization.
Nortel does not provide these Client Access Licenses.
If the client PC is accessing only Script Variables or Application Thresholds,

these Licenses are not required.
Domain group policies and the application server

For Symposium Web Client to function properly when installed on a Windows
Server 2003 platform, the server on which Active Directory Application Mode
(ADAM) is installed must not be a domain controller. It is optional whether it is
a member of a domain. If you choose to add the server to an existing customer
network domain, you must do so after you install Symposium Web Client. You
can join a Windows 2000 or a Windows Server 2003 domain controller.
However, you must note that each of these domain controllers has different
security policies that may affect the application server.
Server 2003 security policies, when the application server is running Windows
Server 2003 and you add the server to a Windows 2000 domain controller, you
can only apply the Windows 2000 group security policies that are common to
Windows Server 2003. All new Windows Server 2003 security policies that are
not available in the Windows 2000 domain controller must be controlled by the
Windows Server 2003 local security policy.
If the application server is running Windows Server 2003 and you add the server
to a Windows Server 2003 domain controller, you can define the security
policies in the Organizational Unit (OU) of the application server and combine
this with the local server security policies for an effective security setting.
You may need to adjust your group policies for Symposium Web Client or
exclude the application server from a specific group policy if conflicts are
identified. For more information about group policies and Symposium Web
Client, see the Nortel Symposium Call Center Web Client 4.5 Security Guide for
Windows Server 2003. This guide is available to distributors and channel
partners who have access to the Partner Information Center Web site (within
www.nortel.com/pic).

Windows Server 2003 checklist

This checklist provides an overview of the recommended configurations for
Windows Server 2003 that are specific to the Symposium Web Client
application.
ATTENTION
setup wizard creates a local Windows user called
iceAdmin, and assigns full administrative access rights to
this user. During the Symposium Web Client installation,
the setup wizard prompts you to specify the password for
this user. You can change this password after the
installation, but you cannot delete the local iceAdmin
user account in Windows Server 2003. If you delete this
user account, you cannot log on to Symposium Web Client
either as the webadmin or as any other user.
Set up a partition on the application server with an NTFS file system on ❑

the partition that contains the Web Client application.
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions,
and selecting file systems, see your Microsoft Windows Server 2003
After creating the partition, the system copies Windows Server 2003 files ❑
to the hard drive. When the copy process is complete, the system restarts.

To view or change the system for your current geographical region,
click Customize. You can add new languages, and change the way
dates and numbers appear.
To view or change your system devices settings (mouse, keyboard,


Product Key window ❑

Type the product key for your installation.

The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box.
*The number that you type in this box must be equal to at least the
number of Terminal Services Client Access Licenses (CAL) that you
purchase. The number of script editing sessions allowed depends on the
number of Windows Server 2003 CALs and Terminal Services CALs
that you purchase, whichever is lower.
For the Windows Server 2003 CALs, you can purchase a user CAL for
each user who accesses the application server, or a device CAL for each
client PC that accesses the application server. Choose the type of License
that best suits your organization.
Each client accessing the Script Manager or Editor portion of Scripting
requires both of these types of Licenses; however, you may have other
client workstations in your network that have Windows Server 2003
CALs only and do not require access to Scripting.


computer name supplied to you by the network administrator. The
computer name can be a maximum of 15 characters only and can only
include any one of the 52 English alphabetic characters (A through Z in
uppercase and a through z in lowercase), any one of the ten digits 0
through 9. No other characters are allowed (for example, the name cannot
include any underscores [_]). Hyphens (-) are only permitted in the
computer name of stand-alone systems. If you install a co-resident
system, you cannot use hyphens in the computer name.
2 Type the password for the administrator account for this computer.
You must use this password whenever the username Administrator is
used to log on to the computer on which Symposium Web Client resides.
Warning
If, at a later date, you change the computer name that you chose during
the Windows Server 2003 installation, you run the risk of disrupting the
operations of both Symposium Web Client and Active Directory
Application Mode (ADAM) because both applications require that the
computer name be identified on the network.
To help prevent disruption, on a Windows Server 2003 platform (either
stand-alone or co-resident), if you change the computer name of the
application server after you install the Symposium Web Client software,
you must reset the computer name in IIS. Additionally, you must reset
the Symposium Web Client SOAP files to reflect the new name by
having an administrator or support technician run the ChangeSOAPSrv
utility.

Adjust as required.

Networking Components window ❑

Use this window to set up subnets, gateways, and domain names.
Before you choose the domain name for the application server, consult
with your LAN administrator to ensure that it adheres to the naming
conventions established for your network. Domain names can only
include alphanumeric characters, including hyphens and periods, and
cannot include underscores.
1 On the Windows server, click Start > Control Panel > Network
Connections.
2 Right-click Local Area Connection.
3 Select Properties.
4 In the General tab, click Internet Protocol (TCP/IP), and then click
Properties.
The Internet Protocol (TCP/IP) Properties window appears.
Do not use dynamic IP addressing.
5 Click Use the following IP address, and, in the IP address section,
enter the IP address for the application server, the subnet mask, and
default gateway that your company uses.


2 In the lower half of the window, click Append these DNS suffixes,
and then click Add. Type the suffixes that your company uses (for
Click the WINS tab.
Type the WINS IP address, and then click Add to add it to the list.
Click OK.

The Windows Server 2003 Setup Wizard continues with the installation,
copying the files required for the settings you select. After the installation
is complete, the server restarts and you are prompted to log back on as
the administrator account you created.


2 Click Add/Remove Windows Components.
3 IIS is a subcomponent of Application Server and is selected by default.
Click Application Server, and then click Details to select IIS on the
components list.
4 SMTP is a subcomponent of IIS and is cleared by default. Click
Internet Information Services, and then click Details to select SMTP
Components window.
6 Click Terminal Server.
7 Click Yes.
8 Click Next.
9 Read the information about Terminal servers and click Next.
10 Click Full Security, and then click Next.
The Configuring Components window appears. After the system
configures the components you selected, restart the server.
As of date of publication, the following information about Client Access
Licensing was available from Microsoft. For the latest information,
consult Microsoft. Nortel does not accept any liability for end-user
compliance with Microsoft licensing agreements. This information is
Client PCs running on Windows 2000 or Windows XP require a
Windows 2000 Server CAL only; they do not require a separate
Terminal Services CAL.
If the application server is running Windows Server 2003, you can
purchase either one Windows Server 2003 CAL per user (user CAL)
who accesses the application server, or per client PC (device CAL)
that accesses the application server. Choose the type of CAL that best
suits your organization.

Nortel does not provide these CALs. ❑

If the client PC is accessing only Script Variables or Application
Thresholds, these licenses are not required.
Creating shared folders on the application server
After you install Windows Server 2003, create the shared folders and add
the printers on the application server that are used for Scripting and
Applying security patches to the application server

library, system administrators or the contact center administrator must fulfill this
role.

distributor.


required.
If Symposium Web Client does not function properly after you apply a
Microsoft security patch, you must remove the patch and revert to the previous
version of Symposium Web Client (from the backup you made before applying
the patch). For added security, refer to the Symposium Service Packs and
Security Hotfixes Compatibility List on the Partner Information Center (PIC)
Web site at www.nortel.com/pic to see if Nortel has already verified the
Microsoft patch for its compatibility with Symposium Web Client.
Installing Sybase Open Client on the application server

You must install this software to use the Historical Reporting or Contact Center
Management component of Symposium Web Client. You must install this
application after you install Windows Server 2003, but before you install
If you require any other third-party software (such as third-party backup utilities
or antivirus software), you must install it after you install Symposium Web
Client.
After you install Sybase Open Client Version 12.5, you must update the Sybase
Open Client driver. For details, see “Upgrading the Sybase 12.5 ODBC driver”
on page 1011.

If Sybase version 12.0 is installed on the application server, you can perform an
upgrade to Sybase version 12.5 using the following procedure. If a version of
Sybase earlier than 12.0 is installed on the application server, you must uninstall
it before you install version 12.5. For information about uninstalling the
software, see the documentation posted on the Sybase Web site at
www.sybase.com.


Result: The Environment Variables window appears.
4 Within the System variables section, locate the Sybase software entries.
For example, if Sybase Open Client version 12.0 is installed on the server,
it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version
12.5, it says SYBASE_OCS: OCS_12_5.
Installing Sybase Open Client

Call Center Server, Sybase Open Client version 12.5 is already installed, and
you need not install it again.
You can use this procedure to install Sybase Open Client version 12.5 for the
first time, or to upgrade from version 12.0.
Symposium Web Client functions with Sybase Open Client 12.5 only. If the
application server has a version of Sybase installed that is newer than version
12.5, you must uninstall it completely before installing version 12.5. For
information about uninstalling Sybase software, see “Uninstalling an update” on
page 1607.
1 Insert the Symposium Call Center Web Client CD in the CD-ROM drive.


4 Click CD or Floppy to indicate that you want to install Sybase Open Client
from the CD-ROM.
appears.
5 Click Next.
6 Click Browse and navigate to the Sybase folder on the CD-ROM:
D:\SYBASE, where D:\ is the CD-ROM drive.
7 Double-click setup.exe.
8 Click Next.
Result: The Sybase Installer window appears, followed by the Installation
Type window.


10 If you install the software for the first time, type a custom location in which
to install the software, or accept the default location shown. Nortel
recommends that when you upgrade from Sybase 12.0, type the same
folder in which the Sybase software is currently installed. For example, if
the software is installed on drive E: in a folder called Sybase, type
E:\Sybase. However, if you do not know this location, you can type a
custom location in which to install the software, or accept the default
location shown (C:\SYBASE).
ATTENTION When choosing a custom location in which to install


11 Click Next.
Result: The Summary window appears, displaying the components being
installed.
12 Click Next.
Result: The Create Directory window appears, prompting you to confirm

13 Click Yes.
Result: The Installing window appears, displaying a status bar while the
14 If you upgrade to Sybase Version 12.5, the system asks if you want to
overwrite the following existing Sybase .DLL files. Click Yes when
prompted to replace/reinstall these Sybase files:
If the system prompts you to replace the following optional file, you can
click either Yes or No. Because the file is optional, your choice does not
affect the Sybase installation.
replace Power Dynamo version 3.0.0 with version 3.5.2
system DLLs.
Note: If a window with the following message appears, click OK:
“COMCTL32.DLL - The system does not need this update.”
When the installation is complete, the Sybase Installer window appears,
prompting you to restart the system before configuring the installed
components.

15 Click Yes.
After the system restarts, the Information window appears, confirming the
ATTENTION
Do not remove the Symposium Web Client CD from
the CD-ROM drive during the system restart process.
The Installation Wizard carries out some final
configuration procedures after the system restarts.
16 Click OK.
“Upgrading the Sybase 12.5 ODBC driver.”
Upgrading the Sybase 12.5 ODBC driver


Call Center Server, Sybase Open Client version 12.5 is installed and you need
not install it again, nor do you need to upgrade the Sybase 12.5 ODBC driver.
For more information, see the instructions.txt file, which is in the EBF11113
folder on the Symposium Web Client CD-ROM.
If Sybase Open Client 12.5 is installed on the application server and you
upgrade Symposium Web Client 4.5 from one build to the next, you must
perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver
before you upgrade the Symposium Web Client software.
1 On the application server, free up all active Sybase Open Client
connections as follows:
a. Close all Symposium Web Client browser sessions.
b. Stop any other third-party applications that are running on the
application server and that use Sybase Open Client.
2 On the application server, reset IIS as follows:


c. Click OK.
d. Ad the prompt, type iisreset.
e. Press Enter.

a. At the MS-DOS prompt, navigate to the root directory of the
Symposium Web Client CD-ROM.
shown.
4 On the application server, verify that the system successfully updated the
driver as follows:

a. Click Start > All Programs > Administrative Tools > Data Sources
(ODBC).
C:\EBF11113.txt, to verify if there were any error messages recorded
during the xcopy.
following list:

25 File(s) copied
Installing Symposium Web Client 4.5 on the application server

Before you begin:
1. Ensure that you install and configure the following Windows components
and third-party software on the application server:
Windows Server 2003 Enterprise Edition or Standard Edition
Internet Information Services with SMTP
Terminal Services and Terminal Services Licensing (required only for
the Script Manager or Editor portion of the Scripting component)
Sybase Open Client Version 12.5 (required for Historical Reporting and
Contact Center Management)
2. If the setup wizard does not detect these programs or components on the
application server, it terminates the installation process. Decide if you will
install Symposium Web Client as the default Web site on the application
server, or if you will install it as a virtual directory on an existing Web site.
ATTENTION
Nortel recommends that you install Symposium Web
Client as the default Web site, reserving the
application server solely for the use of Symposium
Web Client.
3. Verify that IIS is completely installed before you install Symposium Web
Client. Click Start > All Programs > Administrative Tools. If Internet
Services Manager is listed, it means that IIS was successfully installed. If it
does not appear, you must ensure that it is correctly installed before you
proceed with the Symposium Web Client installation.

4. Verify that you did not change the default settings in Windows 2003 to
disable the capability to generate 8.3 style short filename. Disabling the
capability to generate 8.3 style short filenames causes the installation of
Symposium Web Client to fail. For information, see “Installation of
Symposium Web Client on Windows 2003 fails because of Windows Script
Host error message” on page 767.
Installing Symposium Web Client on the application server (no

ADAM replication)
Symposium Web Client on the application server.
1 Insert the Symposium Web Client CD in the CD-ROM drive.

4 Click CD or Floppy to indicate that you want to install Symposium Web
Client from the CD-ROM.
appears.

5 Click Next.
Result: The Run Installation Program window appears, and D:\setup.exe
appears by default in the Open box, where D: is the CD-ROM drive.
6 Click Next.
The program checks to see if the required third-party software is installed
on the server, and stops the installation if any of the minimum requirements
listed are not met. If all requirements are met, installation continues.
The Symposium Web Client Setup Wizard window appears.

7 Click Next.
Result: The Key Code Information window appears.
8 In the Serial Number box, type the serial number for your Symposium Web
Client 4.5.
The serial number is the SWC ID provided on the Symposium Web Client
Keycode Acknowledgement sheet that is shipped with the software.
9 In the Key Code boxes, type the keycode for your Symposium Web Client
4.5 application.
ATTENTION
Keycodes are case-sensitive.
10 Click Next.

If you make an error entering the keycode or serial number, the system
displays an error message in a dialog box. Click Back to return to the Key
Code Information window, and reenter the information.
Result: The replication selection window appears.
11 Click No.
12 In the User Name box, type your name.

14 To set up access restrictions for this Symposium Web Client installation,
select one of the following options:

Anyone who uses this computer (all users) lets anyone who can log
on to the computer also log on to Symposium Web Client.

users who have authorization to use Symposium Web
Client from using the application server when they need
to.
Only for me (<username>) lets only a user with your username and
password log on to Symposium Web Client.
15 Click Next.
Result: The SOAP Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium
Web Client on the application server (without the http:// prefix) so that
certain SOAP WSDL files are installed and function properly. If the
Symposium Web Client default URL is the same as the application server
computer name, you can accept the default value shown, and then click
Next. If, however, the Symposium Web Client default URL is the
application server fully qualified host name (for example,
<computername>.<domain name>.com), you must type this name.
If you install Symposium Web Client as a virtual directory on an existing
Web site, type either the computer name or the fully qualified host name as
usual; do not type a value that includes the virtual directory name.
If you change the computer name after you install Symposium Web Client
on Windows Server 2003, some SOAP processes do not function properly
(because they still refer to the old computer name), and you cannot work
with the components that require SOAP functionality, such as

Configuration. To reset the SOAP files to reflect the new computer name,
an administrator or support technician must run the ChangeSOAPSrv
utility. Additionally, you must perform a procedure to reset the name in IIS
and update the DNS or HOSTS table to reflect the new computer name.
ATTENTION If you are uncertain of the Symposium Web Client default

URL, you can accept the default value shown. However,
if the client PCs that are used to access the application
server are outside the server domain, you must type the
fully qualified domain name here. To view the fully
qualified domain name of the server, ping the serves
computer name. The results of a successful ping include
the fully qualified domain name.
application server as a Trusted Site when you configure Internet Explorer
on the client PC, you must also add the fully qualified domain name as a
Trusted Site on each client PC that accesses the application server.
Result: The Port Configuration for ADAM window appears.
16 Based on the server configuration, the default values in this window vary,
as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before
accepting these default values, check with your administrator to ensure
that no other applications use these ports. If so, ask your administrator
to recommend new port numbers and type them in the boxes provided.
Before accepting these default values, check with your administrator to
ensure that no other applications use these ports. If so, ask your
administrator to recommend new port numbers and type them in the
boxes provided.

17 Click Next.
You can install Symposium Web Client as the default Web site on the
application server, or install it as a virtual directory on an existing Web site.
18 To install Web Client as the default Web site, select the Default option, and
then proceed to step 20.
Nortel recommends that you select Default, reserving the application
server solely for the use of Symposium Web Client for optimum
performance
OR
To install Web Client as a virtual directory on an existing Web site, click
Existing.
19 Click Next.
Site tree in IIS. To see a sample of Symposium Web Client as a virtual
directory and as a default Web site, see the Symposium Web Client 4.5
Planning, Installation & Administration Guide.

20 Click Next.
Result: The Setup Type window appears.
21 Select the Complete option.

22 Click Next.

23 Click Next.
ATTENTION Installation ends if you did not install the required third-
party applications prior to installing Symposium Web
Client. An error dialog box appears listing the missing
software, and the setup wizard closes. You cannot
complete the Symposium Web Client installation until you
install all required software.
Result: The Installing Symposium Web Client window appears.
If there are files in use or open windows that prevent the Symposium Web
Client installation from proceeding, the Files in Use window appears. To
continue with the installation, close the files or windows listed, and then
click Retry. Occasionally, the window notifies you that you must close the
Add or Remove Programs window. In this case, click Retry. If the
installation does not proceed, click Ignore. The installation proceeds.
and is required for proper Symposium Web Client functionality.

You are required to type the old password only if you reinstall Symposium
Web Client 4.5 and you chose to preserve customer data when you
uninstalled the original software. When you perform a fresh installation, the
Old Password box is disabled.
account.
After you install Symposium Web Client, you can change this custom
password.
OK.
with installing the Crystal Reports templates.
Then the system installs Active Directory Application Mode (ADAM).

27 After the system installs ADAM, click Next.

Result: The Welcome to the InstallShield Wizard for ServerSoapInstall
window appears.
Sometimes the window does not appear; instead, the system automatically
starts installing the SOAP files. In this case, proceed to the next step.
The program searches for installed components, and then installs the
required Simple Object Access Protocol (SOAP) files. After the system
installs the required SOAP components, the ADAMSchema window
appears.
The system installs the ADAM schema.

The Completing the Symposium Web Client Setup Wizard window

appears.

Result: The Symposium Web Client Installer Information dialog box
appears.
29 Click Yes to restart your computer,
Applying the Service Update

You must download and apply the same Service Update as is currently on the
source server from the Nortel Enterprise Solutions PEP Library Web site at
www.nortel.com/espl. To register for this Web site, follow the instructions listed
at www.nortel.com/register.

You must have the same Service Update on the source server and the target
server to successfully migrate from the source server to the target server. At
minimum, the patch level must be Symposium Web Client 4.5 (SUS0601 v1) to
support a direct upgrade to Contact Center Manager Administration 6.0.

Step 7. Add ASP.NET applications to IIS
For Report Creation Wizard to function, you must configure Internet

Information Services (IIS) to support ASP.NET applications.
If you installed and configured IIS with Simple Mail Transfer Protocol (SMTP)
and ASP.NET on the Contact Center Manager Administration server, proceed to
Step 19. “Configure IIS settings for Report Creation Wizard” on page 1082.
If you do not perform this task, the following error message appears when you
attempt to launch Report Creation Wizard: “Visual Studio.NET has detected that
the specified Web server is not running ASP.NET version 1.1. You will be
unable to run ASP.NET Web applications or services.”
You may be asked for your Windows 2003 Server installation CD during the
configuration steps of this procedure.

Configuring IIS to support ASP.NET applications



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

Result: The Application server dialog box appears.

check box.

5 Click OK.
Result: The Application server dialog box closes.
6 Click Next.
If you receive a prompt to insert your Windows Server 2003 installation
disk, insert the Windows Server 2003 installation CD in the CD-ROM drive.
Result: The Completing the Windows Components Wizard window
appears.
7 Click Finish.


server
Before you perform the migration procedure or upgrade the application

server, Nortel recommends that you make a complete backup of the
Symposium Web Client application server, including the system state, using
a third-party backup tool or the Microsoft Windows Backup tool. A full
backup of the source server, including the system state, allows regression of
the source server back to its original state, if required.
activity.

For information about creating full backups of the application server, see the
your choice.
CAUTION

You can use Backup to back up and restore data on either File
.
Allocation Table (FAT) or NT File System (NTFS) volumes.

However, if you back up data from an NTFS volume used in
Windows 2000, Nortel recommends that you restore the data to an
NTFS volume, or you may lose data as well as some file and folder
features.

Step 9. Back up Symposium Web Client data

files on the source server
Symposium Web Client data files, including Microsoft Active Directory
Application Mode (ADAM).
Nortel recommends that you back up the individual Symposium Web Client
files in addition to performing a full backup of the source server because this
creates a more manageable backup file containing only the data files that need to
be restored to the target server.
The data files that you must back up before performing the full platform
migration procedure include the following:
Schedule data
These files are not transferred automatically from the source server to the target
server during the migration. You must restore these files separately on to the
target server to complete the migration between platforms.
CAUTION

You cannot back up Microsoft ADAM files by manually copying
.
files. If you attempt to back up ADAM files by manually copying

files, ADAM does not function when restored on the target server.
Nortel recommends that you back up ADAM files by using the
Windows Backup Tool.

Backing up Symposium Web Client data files using the Microsoft

Windows Backup Tool
For detailed information about the Microsoft Windows Backup Tool, go to the
Microsoft Web site at www.microsoft.com.
4 In the left pane, select the check boxes for the following files and folders
(where <x> is the Windows install directory):
<x>:\Program files\Microsoft ADAM
<x>:\WINDOWS\ADAM
(where <INSTALLDIR> is the Symposium Web Client install directory. The
default install directory is C:\Program Files\Nortel Networks\WClient):
<INSTALLDIR>\Apps\AccessMgmt\AccessXML
<INSTALLDIR>\Apps\Common\Icedb
<INSTALLDIR>\Apps\EmergencyHelp\Exports
<INSTALLDIR>\Apps\Reporting\Historical\data
<INSTALLDIR>\Apps\Reporting\Historical\rpt
<INSTALLDIR>\Apps\Reporting\RealTime\Exports
OR


you do not have a tape drive, or your tape drive is not supported or
detected, you can select a floppy disk drive or a location on your hard disk.
OR

Step 10. Remove Terminal Services (optional)
This is an optional step. Symposium Web Client 4.5 required Terminal Services
for Scripting. Because Scripting is a fully integrated Web-based client in
Contact Center Manager Administration 6.0, you can remove Terminal Services
before you upgrade to Contact Center Manager Administration 6.0.
However, you may have third-party products on your application server that
require Terminal Services. In this case, you can keep Terminal Services on the
application server and this does not affect the performance of Contact Center
Manager Administration 6.0.
If you do not want to remove Terminal Services from the application server, you
can proceed directly to Step 11. “Restore the data files from the source server to
the target server” on page 1037.
Removing Terminal Services

1 On the Symposium Web Client server, click Start > Control Panel > Add
or Remove Programs.
Result: The Add or Remove Programs windows appears.
3 In the Components list, clear Terminal Server and Terminal Server
Licensing.
4 Click Next.
Result: The Terminal Server Setup dialog appears warning you that this
option removes Terminal Server from your computer.
5 Click Next.
Result: Terminal Services is removed from your computer and the
Completing the Windows Components Wizard window appears.
6 Click Finish.
7 Click Yes to reboot the application server.

Step 11. Restore the data files from the source

server to the target server
Perform this procedure to restore the files that you back up from the source
server to the target server.
ATTENTION
When you restore Symposium Web Client data, you must
restore data that was backed up from the same release and
version of the software as that which is currently installed
on the application server. For example, if your
application server currently contains Symposium Web
Client Release 4.5 SU03, you can only restore a backup
of Release 4.5 SU03 data onto this server. You cannot
restore data from previous Service Updates. If you restore
data backed up on previous versions, you corrupt your
server.
You cannot use the application server while restoring data.
You can use the Windows Backup Tool or a similar tool to restore the
Symposium Web Client data. The procedure in this section is based on the
Windows Backup Tool method of restoring data.
When you replicate an instance of ADAM as part of a configuration set, you

must perform an authoritative restore. At the time of writing, you can find
Microsoft procedure for performing an authoritative restore in the section “To
restore an ADAM instance” within the procedure “To authoritatively restore
ADAM data on an ADAM instance that belongs to a configuration set” of the
Microsoft ADAM online Help file.
Prerequisites
Before you perform this procedure, you must ensure that the target server has the
following software installed and configured correctly:
Windows Server 2003,

All required third-party software, such as Microsoft Active Directory

Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is
installed on the source server)
Symposium Web Client 4.5 SUS0601 v1
For details about installing and configuring Symposium Web Client
Release 4.5 SUS0601 v1, see Step 6. “Install SWC 4.5 SUS0601 v1 on the
target server” on page 995.
You must ensure that the drive on which the backed up Symposium Web
Client was installed exists on the new server.
Restoring Symposium Web Client data (Windows Server 2003) on the

target server
The following list provides a quick overview of the tasks required to restore
Symposium Web Client data on the target server.
Nortel recommends that you install all software in the same directories as those
used on your original application server.
1. On your target server Symposium Web Client installed, shut down the
SymposiumWC service.
2. Perform a restore using the appropriate backup and restore utility.
3. Manually restart the SymposiumWC service.
4. Restore the corresponding registry data.
At this point your Symposium Web Client is operational except for
scheduled information.
5. Reactivate scheduled assignments.
6. If you have Network Control Center (NCC), go to the Configuration
component of Symposium Web Client and reactivate all routing table
scheduled assignments.
Restoring data files

To restore data files, select one of the following options:
Restore data files using the Windows Backup Tool.

Restore data files using a third-party backup and restore utility such as
Veritas.
Restoring data files using the Windows Backup Tool
ATTENTION
You must shut down the SymposiumWC service before
starting the restoration procedure.
You must also retain the permission properties of the
ADAM data directory and ADAM files if you restore these
files (for example, you must retain permissions such as
“NETWORK SERVICE”). If you do not maintain
permission properties, the SymposiumWC service does not
start.
You must manually restart the SymposiumWC service after
you complete the restoration.
1 Browse to the backup file (.bkf) that you want to restore.

2 On the target server, restore the data from the most recent backup (.bkf)
file. To do this, follow the procedure “To restore files from a file or tape.” As
of the date of publication of this guide, you can find this documentation at
www.microsoft.com.
When you use the Windows Backup Tool to restore the Symposium Web
Client data files, it is important that you select the option to always replace
the files on the computer. As of the time of publication, you can select this
option in the Restore tab of the Options window (accessible from the
Tools menu), or when you use the Restore Wizard in the Advanced Options
“How To Restore” page.

Restoring data files using the Veritas Backup Exec 9.1 tool
ATTENTION
Do not install the Veritas Backup 9.1 software on
co-resident systems containing Symposium Call Center
Server and Symposium Web Client as it prevents the
NBNM service from starting up. In addition to this
problem, if you use Veritas Backup 9.1 to restore
Symposium Web Client data on a co-resident system, it has
an adverse effect on the operation of the system and may
require a complete system rebuild.
Nortel tested the Veritas Backup Exec 9.1 tool (build 4691), which you can use
instead of the Microsoft Windows Backup Tool to back up and restore the
Symposium Web Client data. There are several other third-party tools that can
perform a similar function; choose the tool that best suits your organization.
If you use Veritas to restore Symposium Web Client data, note the following:
You must stop the SymposiumWC service prior to restoring from a Veritas
backup file. You must also ensure that Restore over existing files is
selected in the general properties for the restore job. For more information,
consult the Veritas application online Help.
The default installation of Veritas Backup Exec 9.1 uses the TCP port
10 000, which is also the default port used by the Symposium Web Client
Toolkit NameService. This conflict results in Symposium Web Client
malfunctioning (administrative changes, such as agent and skillset name
changes, are not updated in real time, requiring you to restart the
ICERTDService to refresh the cache).
To avoid this conflict, before you use Veritas, you must change the default
port that it uses to another port number of your choice (at this time, you
cannot change the Symposium Web Client Toolkit NameService port
number). When you change the port number, you must first investigate the
ports that are currently being used by all the products in your network (both
Nortel and third-party products). Then choose a port that does not cause a
conflict between any of these products.
To avoid potential problems with Veritas Backup Exec 9.1, check
www.seer.support.veritas.com for recommended service packs and consult
www.nortel.com for the latest supported Veritas hotfix and/or service pack
with Contact Center Manager Administration.

Ensure that your version of the Veritas software supports the backup and
restore of the Windows Server 2003 ADAM data files. Nortel tested build
4691 of the Backup Exec software.
Ensure that your version of Backup Exec has the Microsoft Volume
Shadow Copy Service installed. When restoring files, you must select
Shadow Copy Components, as well as any hard drive components
(Symposium Web Client folders).
When restoring data, you must ensure that Restore over existing files is
selected in the general properties for the restore job.
When you restore the Symposium Web Client ADAM files (Shadow Copy
Components), the SymposiumWC service is stopped automatically. You
must manually restart the service after the restoration is complete.
Reactivating Historical Reports and scheduled events

After restoring Symposium Web Client data to the new server, you must
reactivate Historical reports and scheduled events.
1 Launch the Historical Reporting component in Symposium Web Client.
2 In the Scheduled Events window, select all the scheduled assignments.
3 Click Activate.
4 Launch the Contact Center Management component in Symposium Web
Client.
5 Open each scheduled assignment and reactivate.
Testing your migrated data

After you restore the files from the source server to the target server, test the
migration of the data by connecting to the target server and using Symposium
Web Client (logging into SWC with a user & password that had been created on
the source server). Compare the data that is shown on this target server with the
source server. Confirm also that all non-Active Directory data (such as
Historical Reporting templates) is restored to the target server.

Backing up and restoring data on a co-resident server

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

server, the entire server is backed up, including both the Symposium Call Center
Server and Symposium Web Client applications. This backup method ensures
that the data between the two applications is always synchronized. You must
perform this type of backup with the third-party backup tool of your choice,
ensuring that it is compatible with Symposium Call Center Server. Nortel does
not specifically recommend any tool for its compatibility with Symposium Call
Center Server.
Whenever you perform a partial backup of Symposium Call Center Server, you
must ensure that you also perform a backup of Symposium Web Client.
Furthermore, you must store both backups in the same location.

Step 12. Get documentation for the XML

Automated Assignments feature
If you do not upgrade this feature, you can skip to Step 13. “Install Crystal
Enterprise 10 Embedded on the target server” on page 1044.
If you upgrade the XML Automated Assignments feature, ensure that you have
the Contact Center Manager Administrator’s Guide on hand for instructions
about how to use this feature. You can also consult other associated
documentation and engineering and development support resources for the
XML Automated Assignments feature, which are provided only through the
Nortel Developer Program. For information about obtaining the XML
Automated Assignment toolkit, contact a member of the Developer Program
through the Contact Us link on the Web site at www.nortel.com/developer.

Step 13. Install Crystal Enterprise 10

Embedded on the target server
If you already installed this software on the server, you can skip to the next step.
See Step 15. “Upgrade the product software” on page 1058 for details.




2 Click Exit.
5 Click Next.




9 Click Next.
appears.

11 Click Finish.
Installing Crystal 10.0 Common Hotfix patch

installation DVD.
page 1069.

2 Click Exit.
DVD.
screen appears.
5 Click Next.


view a readme file.
11 Click Yes.
12 Click Finish.
ATTENTION

Step 14. Verify that the SWC server can

update the ADAM schema
This task is required only if you plan to upgrade a Symposium Web Client
server in a replication configuration set. If the server is not part of a replication
configuration set, you can proceed to Section B: “Upgrading the product
When you upgrade Symposium Web Client replication servers, the first server
that you upgrade in the replication configuration set must be the schema master
(for example, the primary Symposium Web Client server that was installed with
the first instance of ADAM). The Symposium Web Client server that is the
schema master is responsible for updating the ADAM schema and is the server
that the other replicating servers in the ADAM configuration set referenced to
when they were installed.
To verify that Symposium Web Client server is the schema master and can
update the ADAM schema, complete the following tasks.
1. Verify that the Symposium Web Client server that you plan to upgrade first
is the schema master.
2. Verify that the schema master can update the ADAM schema.
Verifying that SWC server to upgrade first is the schema master

1 From the Start menu, click Run.
2 In the Open box, type MMC to open the Microsoft Management Console.
3 Click OK.
4 In the Console window, click File > Add/Remove Snap-in.
5 In the Add/Remove Snap-in dialog box, click Add.
6 In the Add Standalone Snap-in dialog box, from the list, select ADAM
Schema.
7 Click Add.
8 Click Close to close the Add Standalone Snap-in dialog box.

9 Click OK to close the Add Remove Snap-in dialog box.

10 In the Console window, right click ADAM Schema and select Change
ADAM Server.
Result: The Connect to ADAM Server dialog box appears.
11 In the ADAM server box, type the DNS name of the SWC server (case
sensitive).
12 In the Port box, type 389.
13 Click OK.
14 Right click ADAM Schema and select Operations Master.
Result: The Change Schema Master dialog box appears.
15 In the Current schema master box, ensure that value is the name of
server that you are verifying.
16 If the value in the Current schema master box is the name of another
server in the replication configuration, then this other server is the server
that you must first upgrade to Contact Center Manager Administration.
17 Exit the MMC console.
Verifying that the schema master can modify the ADAM schema
To verify that the schema master can modify the ADAM schema, reapply an
existing Symposium Web Client 4.5 ADAM schema attribute.
Completing completing this procedure does not result in lost ADAM data. The
ADAM schema structure is reapplied and existing data is not overwritten or
deleted.
1 Open a DOS window and navigate to :\Program Files\Nortel
Networks\WClient\Apps\Sysops.
2 Locate the windows ADAM directory. It is either C:\Winnt or C:\Windows.
3 At the prompt, type c:\winnt or windows\adam\ldifde -i -k -j . -c
CN=Schema,CN=Configuration #schemaNamingContext -s
localhost:389 -f ".\ice.schema_upgrade.040502.ldf".

4 If the following output appears, this Symposium Web Client server is the
schema master and can modify the ADAM schema.
5 If the following output appears, this SWC server is not the schema master
and cannot modify the ADAM schema. Proceed to “Transferring schema
master ownership” on page 1053.
Transferring schema master ownership

If the Symposium Web client server cannot modify the ADAM schema, transfer
or seize the schema master ownership using the Microsoft DSMGMT utility.
1 Open a new DOS prompt, and navigate to C:\WINNT\ADAM or
C:\WINDOWS\ADAM.
2 At the prompt, type dsmgmt.

3 At the dsmgmt prompt, type roles.

4 At the fsmo maintenance prompt, type connections.
5 At the server connections prompt, type connect to server SWC DNS
ServerName:389.
6 At the server connections prompt, type q.
7 At the fsmo maintenance prompt, enter transfer schema master.
8 In the Role Transfer Confirmation dialog box, click Yes.
9 If the transfer is successful the following output appears. Proceed to
“Verifying that the schema master can modify the ADAM schema” on page
1052.
10 If the transfer is unsuccessful the following output appears. Proceed to

“Seizing schema master ownership” on page 1055.

Seizing schema master ownership

If you cannot transfer schema master ownership, complete this procedure to
seize ownership.
1 At the fsmo maintenance prompt, enter seize schema master.
2 In the Role Seizure Confirmation dialog box, click Yes.
Result: The following output appears:
3 Proceed to “Verifying that the schema master can modify the ADAM
schema” on page 1052.
What is next?
You can now upgrade the Contact Center Manager Administration Release 6.0
software on the target server. For information, see Section B: “Upgrading the
product software,” on page 1057.


Section B: Upgrading the product

software
In this section
Step 15. Upgrade the product software 1058
Step 17. Apply the latest Service Update and Service Update Supplement1070

Step 15. Upgrade the product software
This step describes how to upgrade from Release 4.5 SUS0601 v1 of

Symposium Web Client (only when installed on a Windows Server 2003
platform) to Release 6.0 of Contact Center Manager Administration on the same
server.
You cannot use the procedures in this chapter to migrate Symposium Web
Client from a Windows 2000 Server platform to a Windows Server 2003
platform. For details, see Chapter 8, “Migrating SWC 4.5 platform from
To upgrade to Contact Center Manager Administration 6.0 on a new server, see

Chapter 10, “Upgrading from SWC 4.5 (Windows 2003) to CCMA 6.0 on a new
server.”

If Symposium Web Client or Contact Center Manager Administration is

replicating ADAM with another server, you must:
1. Disable replication on the primary replicating server that is the schema
master. Do not disable replication on the secondary replicating servers.
To verify that the primary replicating server is the schema master, see Step
14. “Verify that the SWC server can update the ADAM schema” on page
1051.
2. Upgrade the schema master server (map drives first).
3. Disable replication on each secondary replicating server.
4. Upgrade each secondary replicating server (map drives first).
5. Enable replication on the primary replicating server that is the schema
master.
6. Enable replication on each of the secondary replicating servers.


To upgrade the schema master server, disable replication on this server only. Do
not disable replication on the secondary replicating servers until you upgrade the
schema master server.
After you upgrade the schema master server, disable replication on all of the
secondary replicating servers in the replication configuration set.
3 Click OK.
5 To disable outbound replication, type repadmin /options
+DISABLE_OUTBOUND_REPL.
6 Press Enter.
Mapping drives to the source location of the product software

1 Insert the Contact Center Manager installation DVD into the Contact Center
Manager Administration server DVD-ROM drive.
2 Launch Windows Explorer and browse to the DVD drive.
3 Right-click on the DVD drive in the system tree and select Properties from
the menu.
Result: The DVD Properties dialog box appears.

4 Select the Sharing tab.


6 In the Share name box, type your share name.
7 Click Apply.
8 Click OK.
Result: The DVD Properties dialog box closes.
9 In Windows Explorer, select Tools > Map Network Drive.
Result: The Map Network Drive dialog box appears.

10 In the Folder box, enter the server details as \\<server>\<share>, where

<server> is the system that contains the physical DVD media and <share>
is the share name.
11 Click Finish.
Result: The Map Network Drive window closes and your mapped drive
appears in the system tree.
Upgrading from Symposium Web Client 4.5 to Contact Center

Manager Administration 6.0
Before you perform this procedure, complete the following tasks:
Map your drive to the source location of the product software. For more
information, see “Mapping drives to the source location of the product
Stop the ADAM replication service on each replicating server until the
upgrade is complete (only if Symposium Web Client or Contact Center
Manager Administration replicates ADAM with another server). For details
about stopping replication, see “Stopping replication on replicating


Administration software, service updates, service update supplements, or
2 In the Contact Center Manager Administration server, browse to the drive
that you mapped to the source location of the product software.
If you did not map your drive to the source location of the product software,
see “Mapping drives to the source location of the product software,” on
page 1059.
3 In the left pane, click the plus sign (+) next to drive that you mapped to the
source location of the product software.
4 In the right pane, click setup.exe.
Result: The File Download warning box appears.
5 Click Open.

list.

7 Click Install.
Result: The InstallShield Wizard checks the system for required
components. If the required components are on the system, the Welcome
to Contact Center Manager Administration Setup Wizard window appears,
immediately followed by the Upgrading the Contact Center Manager
Administration main setup window.
Any patches installed are automatically removed by the installation prior to

the upgrade taking place.

8 Click Next.
Result: The Upgrading the Contact Center Manager Administration status
window appears, and the system copies new files to the Contact Center
window, and then click Retry to continue with the upgrade. Occasionally,
the window notifies you that you must close the Add or Remove
Programs window. In this case, click Retry. If the upgrade does not
proceed, click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Contact Center Manager
Administration. If you attempt to upgrade to a previous version, a message
box appears, prompting you to end the upgrade process.
9 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom
password for the iceAdmin user account. This user has full administrative
privileges and is required for proper Contact Center Manager
Administration functionality.

This window appears every time you install or upgrade Contact Center
Manager Administration. While you must type a password each time, it
does not have to be a new password; you can type the same password
each time.
10 In the Old Password text box, type the old password for this account.
If you forget or misplace the old password, you must manually reset it
before you can continue to install Contact Center Manager Administration.
Without halting this upgrade installation, perform steps 1 to 7 in the
procedure “Resetting the iceAdmin password in Windows” on page 1864,
and then return to this step to continue the upgrade process. Use the
password that you supply during the reset procedure as the Old Password
in this step.
this custom password. For information, see Step 28. “Configure Agent
Desktop Display parameters on the server” on page 1154.
account.
It is not necessary to change your iceAdmin password to a new password.
To keep the old password, type the same password in the New Password
box.
If you change the iceAdmin password, any shares configured for exporting
historical reports using the iceAdmin password must be reconfigured.

this custom password. For information, see Step 28. “Configure Agent
Desktop Display parameters on the server” on page 1154.
OR
Account.
Utility to reset the domain account password if the administrator changes it.
administrator.
password.


account password.
18 Click OK.
iceAdmin account.
19 Click OK.
with installing the Crystal Reports templates and Server SOAP templates.
After all files are installed, the Completing the Contact Center Manager
Administration Setup Wizard window appears.
If a version of Symposium Web Client is installed and you perform an
upgrade, the system modifies the identity credentials of any scheduled
tasks that you save in Contact Center Management and Historical
Reporting. If there are many tasks, this process may take a few minutes.
When the program finishes, the Installing ServerSoapInstall window
appears.
20 Click Finish.
window appears, indicating that you must restart the Contact Center
Manager Administration server for the upgrade to take effect.
21 Click Yes.
Enabling replication after the upgrade is complete
ATTENTION
Do not enable replication on the primary replicating server
that is the schema master immediately following an
upgrade. Replication on this server must remain disabled
until you upgrade all of the secondary replicating servers in
the replication configuration set.
After you first upgrade the primary replicating server that is the schema master
and then upgrade all of the secondary replicating servers, reenable replication on
the schema master server and then on each of the secondary replicating servers.


3 Click OK.
5 To enable outbound replication, type repadmin /options -
DISABLE_OUTBOUND_REPL.
6 Press Enter.

Step 16. Install required hot fixes for

third-party software

Administration software, service updates, service update supplements, or
2 In Windows Explorer, on the Contact Center Manager installation DVD,
browse to <install drive>:\Supplementary SU\CCMA\Hot Fixes.



software.
CCMA_6.0_SUS_0102.




Supplements

ATTENTION



WinZip).

2 In Windows Explorer, browse to the Supplementary SU folder located on
the Contact Center Manager installation DVD. Nortel also recommends that
4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.


CCMA_6.0_SU_02.msi.
patch.

8 Click Next.

Click Next to remove the patches. When the system has finished removing
the patches, the installation of the new patch proceeds. See step 9.

9 Click Install.
installation.

Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
12 After all the latest SU and SUS are installed, close all windows and restart
the server.

What is next?
After you upgrade Symposium Web Client 4.5 (Windows Server 2003) to
Contact Center Manager Administration 6.0 on the Contact Center Manager
Administration server, you must complete postupgrade tasks. For information,
see Section C: “Postupgrade tasks on the CCMA server,” on page 1077.

Section C: Postupgrade tasks on the

CCMA server
In this section
Step 24. Configure Logon Warning message (optional) 1109
Step 30. Upgrade the XML Automated Assignments feature (optional) 1162
Step 31. Revert to source computer name or change computer name 1165
Step 32. Ensure computer name of CCMA server is correct on client PCs1175
Step 34. Refresh your servers 1178
Step 36. Other postupgrade tasks 1183


(optional)
If you already added your Contact Center Manager Administration server to an

existing domain or if you do not want to add your server to an existing domain,
you can proceed directly to Step 19. “Configure IIS settings for Report Creation
Wizard” on page 1082.
Toolkit server, there are some specific scenarios that require you to add the
Contact Center Manager Administration server to an existing domain. For
further information, see the Communication Control Toolkit Installation
and Maintenance Guide.
For more information about the considerations for placing your Contact Center
Manager Administration in workgroups or domains, see Chapter 16, “Working
with domains and workgroups.”






5 Click OK.

8 Click OK.


Creation Wizard
The task is required in order for Report Creation Wizard to function.

Manager.
the left pane.





appears.
computer).



settings

Manager.
ASP.NET v1.1.4322
ASP.NET v2.0.50727



This procedure includes the following tasks:

your choice.


IIS



5 Click Proceed.
7 Click OK.
8 Click OK.
Manager.

computer).





15 Click Browse.

16 Click Advanced.

17 Click Find Now.


click OK.
19 Click OK.

21 Click OK.
window reappears.
27 Click OK.


for SU04 (optional)
version earlier than SU04, proceed to Step 23. “Configure License Manager
Service” on page 1105.


Users.
the resulting menu.


5 Click Add.

7 Click OK.

8 Click Apply.
9 Click OK.

Manager.
resulting menu.

6 Click Browse.

8 Click OK.
page.
page:
10 Click Apply.
11 Click OK.


folder
menu.
Read.
6 Click OK.
Restarting IIS
3 Click OK.

You can use the License Manager Service – Configuration Setup utility to set up
the registry entries required to communicate with the License Manager Server
that is installed on Contact Center Manager Server. You can also use the utility
to log the debug trace for the License Manager Service events.
On a stand-alone server, for the Report Creation Wizard component to function,

you must configure the License Manager Service after you install Contact






Result: The LM Service – Configuration Setup window appears.

address.
number.

LMService.log file.
LMService.log file.
the log file size.
12 Click OK
Manager Service.

Service restarted.
14 Click OK.

Step 24. Configure Logon Warning message

(optional)
In this case, you must contact your administrator to change the logon warning
message.


Policy.




7 Click Apply.
8 Click OK.



12 Click Apply.
13 Click OK.



warning message title and text” on page 1109.
4 Click OK.


component to function properly, you must configure two different IP multicast
addresses:
address—This is the address the Contact Center Manager Administration
server uses to receive multicast data from Contact Center Manager Server;
it is the same as the IP multicast address on Contact Center Manager
Server.
address—This is the address the Contact Center Manager Administration
server uses to send multicast data.


The IP multicast address that the Contact Center Manager Server uses to send
data must be configured on the Contact Center Manager Server. This address is
listed in the IP Multicast Group box. For more information, see the Contact

which to receive real-time data on the client PCs: multicast, unicast, or a
combination of both multicast and unicast. When a user launches the real-time
displays, and while the system is retrieving data, an icon appears on the display,
identifying whether the Contact Center Manager Administration server supports
multicast clients, unicast clients, or both multicast and unicast clients. For more
information about these icons, see “Determining the transmission method that is
enabled on the CCMA server” on page 1894.


that do not support multicast). You can use the unicast option to provide users in
the non-multicast sections with real-time data.
If you choose, at a later date, to multicast-enable your entire network, you can

the information. IP multicasting can transmit information to many recipients in a
way that minimizes both the bandwidth required to communicate across
networks, and the resources required by the sender to carry out the transmission.



in the network




specific network.
Administration.

data).


OR

OR
window.



11 Click OK.
ATTENTION
you must reconfigure these settings manually.

to the client PC.



Time Reporting and Agent Desktop Display data to client PCs.
7 Click OK.
ATTENTION
(for example, after installing or upgrading Contact Center
Contact Center Manager Administration data, you must




To create a shared folder, select one of the following options:

Option 1—create a shared folder on the Contact Center Manager
Option 2—create a shared folder on the client PC for exporting scheduled
reports.


organization.
steps:
Everyone.
name is reports, and you decide to call the report agent, type

folder to copy the exported report files to their client PCs.
To enable users to access the saved report file, you must grant each user read
and delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read
and delete access for each applicable user). For information about configuring
user access privileges, see the Microsoft Windows Server 2003 documentation.

reports to a client PC:
Contact Center Scheduled

Manager Report Account
Administration (using iceAdmin
Server Password Steps required to export scheduled
Configuration Change Utility) report to client PC
1 CCMA on a iceAdmin 1 Create a local iceAdmin account on the

workgroup destination PC with the same password as
OR on the CCMA server.
CCMA on a 2 Grant Change and Read permissions to
network domain the iceAdmin account on the export folder
on the destination client PC.
2 CCMA on a Domain account 1 The destination client PC must be on the

network domain (that is, the CCMA same domain as the CCMA server.
server is set up for 2 Grant Change and Read permissions to
Domain account the CCMA scheduled report domain
for Scheduled account on the export folder of the
Reports) destination PC.
You can export scheduled reports to client PCs that are within the same domain
as the Contact Center Manager Administration server only.

Groups > Users.
folder
When iceAdmin password is changed on the Contact Center Manager
Administration server by the administrator, the iceAdmin password must
also be changed to the same password, as defined on the Contact Center
Manager Administration server, on the client PC.
steps:

For example, to export the Agent Performance report to a shared folder on the
client PC, and the client PC computer name is clientpc, the shared folder name is
reports, and you decide to call the report agent, type \\clientpc\reports\agent in
the Output box.


ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, if the iceAdmin account does
not have access to the network directory and you schedule
a user-imported report to run, the system does not
synchronize the user-imported reports. To synchronize the
affected user-imported reports, see the Contact Center
Manager Administration online Help or run the report ad
hoc whenever the original report template is modified on the
source network location.

imported reports
server part of a workgroup)” on page 1130.
account of the server default Web site to the network domain account” on
Web site to the network domain account, you can proceed to “Creating a


Guest account on the network PC. For details, see “Option 1: Sharing the
Administration server). For details, see “Option 2: Sharing the folder with
read permissions for the IUSR_SWC and iceAdmin accounts (the Contact
Center Manager Administration server uses these accounts)” on page 1134.
templates.




7 Select Everyone.
8 Select the Read check box for Allow. Ensure that all other check boxes are
clear.
9 Click Apply.
10 Click OK.
dialog box.


IUSR_SWC and iceAdmin accounts (the Contact Center Manager
Administration server uses these accounts)
Web site.


templates.
PC with the same passwords as those that are used on the Contact Center
Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
from the menu.
Result: The New User window appears.

11 Click Create.


13 Click Close to close the New User window.
these accounts.



19 In the Name box, select Everyone (if available).

21 Click Add.

22 Click Advanced.
23 Click Find Now.
25 Click OK.
Result: The account appears in the Permissions dialog box.
26 Select IUSR_SWC, and then ensure that the Allow check box is selected
for Read.
27 Click Apply.
account.
dialog box.

Before creating a shared network folder (Contact Center Manager

6 Click Add.
or
8 Click OK.
computer).

from the menu.


15 Click Browse.

16 Click Advanced.
17 Click Locations.
19 Click Find Now.

then click OK.
21 Click OK.
23 Click OK.
28 Type iisreset.
29 Click OK.


Center Manager Administration server:” on page 1149.
templates




8 Click Apply.
9 Click OK.
window.


click OK.

procedure.
templates



7 In the Name box, select Everyone (if available).

9 Click Add.

10 Click Advanced.
11 Click Find Now.
13 Click OK.
Result: The account appears in the Permissions dialog box.
14 Select the account at the top of the Permissions dialog box, and then
ensure that the Allow check box is selected for Read.
15 Click OK.
dialog box.


to the client PC.
function properly.


in the RTR Configuration Tool. For more information, see Step
specific network.

check box.
agent is assigned.

Less than Level 1
OR
15 Click Save.


password (optional)
account password, proceed to Step 30. “Upgrade the XML Automated
Assignments feature (optional)” on page 1162.
iceAdmin user
When you install Contact Center Manager Administration, the Contact
Center Manager Administration setup wizard creates a Windows user called
iceAdmin and assigns full administrative access rights to this user. During
the Contact Center Manager Administration installation, the setup wizard
prompts you to specify the password for this user. You can change this
password after the installation by performing the following procedure, but
you cannot delete the iceAdmin user account in Windows.
ATTENTION
If you delete the iceAdmin account, you cannot log on to
Contact Center Manager Administration as a webadmin
user or as any other user.

You must log on as a user with administrator privileges before you can perform
this procedure.




account.
OR


Account.
administrator.
administrator.
password.
account password.
14 Click OK.
iceAdmin account.
15 Click OK.

Step 30. Upgrade the XML Automated

If you install the XML Automated Assignments feature, you must upgrade it by
uninstalling the existing version of the software and reinstalling the new version.
To uninstall this feature from the server, use the Windows Add or Remove
Programs utility. To install the feature, see the procedure that follows.
You can also consult associated documentation and engineering and

development support resources for the XML Automated Assignments feature,
which are provided only through the Nortel Developer Program.

www.nortel.com/developer. General information about the Developer Program,

folder of the DVD.

5 Click Next.
6 In the User Name box, type your username.

7 In the Organization box, type the name of your organization.
8 Click Next.

10 Click Next.

Step 31. Revert to source computer name or

change computer name
This step is required only to change the computer name after installation. For
example, after you install the application on the target server, you may want to
revert to the computer name of source server. If you do not want to change the
computer name after installation, you can proceed to Step 32. “Ensure computer
name of CCMA server is correct on client PCs” on page 1175.
If you change the computer name of the Contact Center Manager Administration
server after installation, you need to perform postchange tasks to successfully
connect to a Contact Center Manager Administration server with a new name.
The tips for changing the computer name and suggested postchange tasks vary
based on whether the server is co-resident with Contact Center Manager Server
or stand-alone. Refer to the appropriate scenario for a list of the required tasks.
Changing the computer name of a stand-alone server

server after you install the Contact Center Manager Administration software,
you must perform the following tasks to reset the name so that the Contact
Center Manager Server and the Contact Center Manager Administration
function properly:
ATTENTION
You must update your Domain Name Server (DNS) or
HOSTS table to reflect the new name of the Contact Center
Manager Administration server for Contact Center
Manager Administration to function correctly. For
information about updating the DNS or the HOSTS table,
see the Contact Center Manager Administration Technical
1. If you install SU04 or later, this step is not required. An administrator or

support technician must run the Contact Center Manager Administration
ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer
name. When you change the computer name, SOAP processes do not

function properly (because they still refer to the old computer name), and
you cannot work with the components that require SOAP functionality,
such as Configuration. For details about how to reset the SOAP files to
reflect the new computer name, see “Running the ChangeSOAPSrv utility”
on page 1167.
2. An administrator must reset the IUSR_SWC account to reflect the new
computer name. For details, see “Resetting the IUSR_SWC account to
reflect a new computer name” on page 1167.
3. An administrator must reset the iceAdmin password by running the
iceAdmin PasswordChange utility. For more information, see Chapter 10,
“Resetting the iceAdmin password after a CCMA server name change”.
Changing the computer name of a co-resident server

On a co-resident server, after you change the computer name, you must perform
the following tasks to reset the name so that Contact Center Manager Server and
Contact Center Manager Administration function properly:
ATTENTION
Manager Administration server for your Contact Center
information about updating the DNS or the HOSTS table,
see the Contact Center Manager Administration Technical
1. An administrator must run the Contact Center Manager Server Computer

Name Sync utility. For details, see the Contact Center Manager Server
2. If you install SU04 or later, this step is not required. An administrator or
such as Configuration.


computer name.
4. An administrator must reset the iceAdmin by running the iceAdmin
PasswordChange utility. For details, see “Resetting the iceAdmin password
after a CCMA server name change” on page 1172.
Running the ChangeSOAPSrv utility

If you install SU04 or later, you need not perform this procedure.
If you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, perform this procedure.
1 Note the path that appears in the pop-up message. If you closed the
message, you can make it reappear by launching the same Contact Center
Manager Administration component again (for example, Configuration).
2 On the Contact Center Manager Administration server, open a command
prompt and navigate C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C: is the drive on which
Contact Center Manager Administration is installed.
3 At the prompt, type the following text (which includes the path that appears
in the pop-up message): ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common/SOAP;<computer name> where
<computer name> is the name of the server, or the fully qualified domain
name, if this is what you use as the Contact Center Manager Administration
default URL (for example, <computername>.<domain name>.com).
4 Press Enter.
5 Launch and work with the same Contact Center Manager Administration
component again (for example, Configuration).
Resetting the IUSR_SWC account to reflect a new computer name

You must perform this procedure if you change the computer name of the server.
1 Click Start > All Programs > Administrative Tools > Internet

computer).


7 Click Browse.
8 Click Advanced.

9 Click Find Now.


click OK.
11 Click OK.
12 In the Password box, you must type the same password that you originally
used for this account when you configured it in the procedure Step 11. “Add
the IUSR_SWC account as the anonymous user account” on page 138.

13 Click OK.
Resetting the iceAdmin password after a CCMA server name change




5 In the New Password box, reenter the old password for the iceAdmin user
8 To export scheduled reports to a domain network PC, or if the domain
account button is disabled, proceed to step 15.
OR
9 To export scheduled reports to a domain network PC, click Domain
Account.

changes it.
Result: The Optional Domain Account Setup window appears.
11 In the Enter Domain Account box, type the domain account. Obtain the
domain account name and password from your network administrator.
password.
account password.
14 Click OK.
iceAdmin account.
15 Click OK.

Step 32. Ensure computer name of CCMA

server is correct on client PCs
When you migrate to a new server, you must ensure that the computer name of
the Contact Center Manager Administration server is correct on each client PC.


Server Utility
you did not upgrade or perform a new installation of Contact Center Manager
Server, you can skip the procedure and proceed toStep 34. “Refresh your

Result: The Nortel Contact Center Manager Server Utility Login window
appears.
2 In the User ID box, type the sysadmin user ID.


4 From the Server Name or IP Address box, select or enter the server name
or IP address.
5 Click OK.
Result: The End User License Agreement window appears.

7 Click Accept.


Step 34. Refresh your servers
ATTENTION
You must complete this step. If you do not manually refresh
all Contact Center Manager Servers after you upgrade to
Contact Center Manager Administration 6.0, your Contact
Center Manager Administration does not function correctly.
If either of the following situations occur, use the Refresh All Servers function
to refresh all servers at the same time:
You upgrade from Symposium Web Client 4.5 SUS0601 v1 or later, or
Administration.
The Contact Center Manager Administration Server is changed to connect
Refreshing all servers

Only the default administrator, webadmin, can add, edit, delete and refresh
servers in Contact Center Manager Server. When you refresh a server, you
refresh Contact Center Manager Server data associated with that server in
ADAM, such as release number, feature list, and networking information.
Favorites.

3 Press Enter.
4 Enter your webadmin user ID and password in the text boxes.

5 Click Login.
Result: The Contact Center Manager Administration main window appears

8 Click Yes.
9 Click Yes.
entry specifying the servers that successfully refreshed appears in the
Audit Trail.


server


information.

available.
4 Select the guides to make available from the Contact Center Manager


Whats New Guide.pdf
HRDD.pdf

Step 36. Other postupgrade tasks
This section describes other postupgrade tasks.

Configure the NMS.

What is next?
Configure the client PC. For information, see Section D: “Configuring the client
PC,” on page 1185.


Section D: Configuring the client PC
In this section
Step 37. Ensure that the client PCs meet all requirements 1186
Step 40. Log on to Contact Center Manager Administration 1191

Step 37. Ensure that the client PCs meet all

requirements
Before you upgrade the client PCs to Release 6.0 of the Agent Desktop Display
software, ensure that all client PCs meet the minimum requirements for this
Release. For information, see the Contact Center Manager Administration

Step 38. Download and install Windows

update KB917607 (Optional)
Agent Desktop Displays. To view online help, you must download and install



(optional)
You must install the .NET Framework version 1.1 and .NET service pack 1 on
that are administered by Contact Center Manager Administration. For
information about installing the Contact Center Multimedia server, see the
Nortel Contact Center Multimedia Installation and Maintenance Guide. For
information about adding the Contact Center Multimedia server to the list of
servers administered by Contact Center Manager Administration using the
Configuration component, see the Nortel Contact Center Manager
If you do not use the Outbound Campaign Management Tool component, you
can proceed to Step 40. “Log on to Contact Center Manager Administration” on
page 1191.



check to see if the correct version of the .NET Framework version is already
installed.
6 Click Close.

Pack 1.


Step 40. Log on to Contact Center Manager

Administration
(Internet Explorer version 6.0 with the latest supported Service Pack and SOAP
Note that SOAP is not required if you install SU04 or later.
To perform the procedures in this chapter, you log on to the Contact Center
Manager Administration Server. To log on to the Contact Center Manager
Administration Server, you must accept the licence agreement on the Server
Utility.
If you upgrade your Contact Center Manager Server at the same time, you must
upgrade the license agreement in Server Utility. For information, see Step
41. “Download controls to the client” on page 1197.
You must also refresh your servers after an upgrade. For information, see Step
34. “Refresh your servers” on page 1178.
To log on to Contact Center Manager Administration

When you log on to Contact Center Manager Administration after installation,
you must log on as the default administrator, webadmin. For security reasons,
Nortel highly recommends that you change the default password when you first
log on to the application. Contact Center Manager Administration user
passwords can only contain English characters and special characters.


and changing the default password
ATTENTION
When you change the webadmin password, if you lose or
forget the new password or you cannot log on to Contact
Center Manager Administration as the webadmin user. In
this case, you must uninstall and reinstall Contact Center
Manager Administration to reinstate the original webadmin
user account with the default password.
Manager Administration server as the webadmin user, and
create a new administrator account of your choice (for
example, tempadmin), giving this user account Access and
Partition Management rights. This way, if you lose or forget
your new webadmin password, you can still log on to the
Contact Center Manager Administration server as tempadmin
and change the webadmin password. For more information
about adding Contact Center Manager Administration users,
see the online Help.

Favorites.
3 Press Enter
selected, the Trusted Sites Warning Message window appears. For details
about configuring the Contact Center Manager Administration server name
as a Trusted Site, see “Configuring Internet Explorer 6.0 or later on the
client PC” on page 269.

If you installed a release earlier than SU04 and did not install the client
If you installed SU04 or later and configured the Contact Center Manager
earlier than SU04 and configured the Contact Center Manager
To view the details of the Contact Center Manager Administration build




username, webadmin.
ATTENTION
as the webadmin user. In this case, you must uninstall
and reinstall Contact Center Manager Administration to
reinstate the original webadmin user account with the
default password. To avoid this scenario, as a safety
precaution, you can now open Access and Partition
Management and create a new user account with
administrator rights, such as tempadmin. If you forget or
lose the new webadmin password that you entered, you
can log on to the Contact Center Manager Administration
server as tempadmin and change the webadmin
password.

9 Click Submit.
reappears.


12 Click Login.
Result: If you configured a logon warning message, this message appears;
otherwise, the Contact Center Manager Administration main window
appears.


the Audit Trail component, require you to download controls to your client PC

(see “Configuring Internet Explorer 6.0 or later on the client PC,” on page 269).
When the browser is configured to enable for downloading signed ActiveX
Controls, the browser does not notify you that it is downloading a required
control; the control is automatically downloaded to the client PC the first time
they are required by the Contact Center Manager Administration component in
which you are working. When the browser is configured to prompt, a dialog box
appears the first time the control is required by Contact Center Manager
Administration. This dialog box displays the name of the control, the company
of origin, and prompts you to accept the control before it is downloaded.
If a control is installed on the client PC, it is not downloaded a second time. The
system automatically upgrades these controls if a newer version of the control is
detected on the Contact Center Manager Administration server, up to the version
specified by Contact Center Manager Administration. For information about
viewing the controls that are already installed on your client PC, see “Viewing
the list of installed controls” on page 1202.


controls are required for more than one component, but you only need to install
them once.
Client
Install

Files viewer.

Program Pop-up
Files Menu
Program
Files

Program y for Real-
Files Time
Displays

Client
Install

Files y

y

Program y
Files

Control Program
Files
If you install a release earlier than SU04, the SOAP 3.0 client is also required on
the client PC. For more information about installing the client version of SOAP,
see Step 4. “Install the Microsoft SOAP toolkit 3.0 (optional)” on page 284.

Unsigned non-driver installation behavior on the PC, determine if warning
downloaded at all.

downloading of controls, and you need not perform this procedure.


4 In the right pane, scroll to Devices: Unsigned non-driver installation
behavior.
Explorer.

Do not allow installation You cannot download and install unsigned

Result: The Local Security Policy Setting dialog box appears.
preference).
9 Close the Local Security Policy Setting dialog box.

when downloading signed ActiveX Controls (see“Configuring Internet Explorer
6.0 or later on the client PC” on page 269). When the browser is configured to
enable when downloading signed ActiveX Controls, the browser does not notify
you that it is downloading a required control; the control is automatically
downloaded to the client PC the first time they are required by the Contact
Center Manager Administration component in which you are working.
When the browser is configured to prompt, a dialog box appears the first time
the control is required by Contact Center Manager Administration. This dialog
box displays the name of the control, the company of origin, and prompts you to
accept the control before it is downloaded. When this dialog box is displayed,

you must choose to accept the control before the system downloads the control
to the client PC. You are only prompted to accept the control the first time that
the control is required by the Contact Center Manager Administration
component in which you are working.
consult Microsoft Windows Help in the appropriate operating system. Once a
user with administrator privileges successfully downloads the required controls
to the client PC, users who are not members of the Power Users group or users
who do not have administrator privileges can use all Contact Center Manager
Administration components on the client PC to which they have access.


2 On the General tab, under the Temporary Internet files heading, click
Settings.
Result: The Settings window appears.

Deleting controls
PC. However, note that if Internet Explorer was using the control, you may need
to close the browser and reopen it before you can delete the control.

If your contact center security policy does not allow all users to log on to the
client PCs with administrator privileges, the automatic download process for the
Contact Center Manager Administration controls does not function. To install
the required controls on the client PCs, perform one of the following options:
A user with administrator privileges can log on to each client PC, connect
to the Contact Center Manager Administration server, and can

automatically download all required controls by opening all applicable

components and windows that require these controls.
as a Systems Management Server (SMS), Nortel has bundled the required
the SMS clients, regardless of the level of user who has logged on to the
PC. For more information, see “Running the ActiveX Controls.msi file
from an SMS server” on page 1204.
If you do not have an SMS server, a user with administrator privileges can
launch the ActiveX Controls.msi file on each client PC individually to
install all the required controls at once (without having to log on to Contact
Center Manager Administration). For more information, see “Running the
consult Microsoft Windows Help in the appropriate operating system.


package on client PCs within the same domain using the Windows group policy.
For details, see the documentation on the Microsoft Web site at
www.microsoft.com.

navigate to
x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where
<x> is the drive letter of your DVD drive and <patchID> is the ID of the
selected patch installed on the Contact Center Manager Administration
server.

navigate to
x:\CCMA\Supplementary SU\CCMA\ActiveXControls_<patchID> where
<x> is the drive letter of your DVD drive and <patchID> is the ID of the
selected patch installed on the Contact Center Manager Administration
server.


installation.
welcome window.
5 Click Next.

6 Click Install.
7 Click Finish.

installed on the client PC, see “Viewing the list of installed controls” on page
1202.
What is next?
Upgrade Agent Desktop Display. For details, see Section E: “Upgrading agent
workstations,” on page 1209.


Section E: Upgrading agent

workstations
In this section
Step 42. Upgrade Agent Desktop Display on agent workstations 1210
Step 43. Configure active and standby servers for ADD (optional) 1214

Step 42. Upgrade Agent Desktop Display on

agent workstations
This section describes how to automatically upgrade Agent Desktop Display 4.5
client PCs to Release 6.0.
Contact Center Manager Administration and compatibility with Agent

Desktop Display
Agent Desktop Display Release 4.0 is incompatible with Contact Center
Manager Administration. Therefore, you must first upgrade all client PCs to
Agent Desktop Display 4.5. If you install a release earlier than SU04, you must
also upgrade all client PCs to SOAP 3.0. If you install SU04 or later, SOAP is
not required. You must complete the upgrade process manually on each client
PC. For information about this procedure, see the Symposium Web Client
Planning, Installation, and Administration Guide for Release 4.5/SU05.

software
Perform this procedure if you upgrade the Agent Desktop Display Release 4.5
software to Release 6.0.

Windows 2000, you must log on to the PC with Administrator privileges to
upgrade Agent Desktop Display. This also applies if you upgrade the client
portion of Agent Desktop Display on the Contact Center Manager
Ensure that the proxy settings are turned off before completing this procedure.
Ensuring that the proxy settings are turned off



4 Click OK.

software
2 On the client PC, open Agent Desktop Display and connect to an Contact
Center Manager Administration server running Contact Center Manager
Administration.
3 Launch a tabular display.
Result: A message box appears, asking if you want to upgrade to a newer
version of Agent Desktop Display.
4 Click Yes.
Result: The Choose Setup Language window appears.
5 From the list, choose the language in which to upgrade Agent Desktop
Display. You can choose from English, French, German, Japanese, and
Traditional Chinese.
On co-resident servers that contain Contact Center Manager Server,
Contact Center Manager Administration, and Communication Control
Toolkit, the only supported language version of the Windows Server 2003
operating system is English. If the co-resident server contains only Contact
Center Manager Server and Contact Center Manager Administration, it
supports English, Japanese, and Traditional Chinese only.

For more information about Agent Desktop Display and multiple language
support, see “To configure multiple language support in Agent Desktop
6 Click OK.
Result: The system prepares for setup and displays the Welcome to the
InstallShield Wizard for Agent Desktop Display window.

7 Click Next.
Otherwise, the system copies the necessary files, and then installation
begins. When the upgrade is complete, the InstallShield Wizard Completed
window appears.
When you upgrade from a previous version of Agent Desktop Display, you
cannot change the server IP addresses during the upgrade. Instead, the
program uses the IP addresses that you originally chose. To change these
addresses, after the client software is installed, use the Server IP
Addresses window in the application.
8 Click Finish.
Result: The system may prompt you to restart your system.
9 If required by your network security policy, turn your proxy settings back on
after you upgrade Agent Desktop Display.

Step 43. Configure active and standby servers

for ADD (optional)
If you have standby servers installed in your network, Agent Desktop Display
6.0 includes a new feature that you can use to configure the IP address or
hostname of active and standby servers for Contact Center Manager
Administration and Contact Center Manager Server.
With this feature, agents can switch between active and standby servers as
required by their network administrator. This simplifies the recovery procedures
in the event of a failure on the active server requiring a cutover to a standby
server.
This procedure is optional.
Configuring active and standby servers for Agent Desktop Display

2 Click Start > Programs > Agent Desktop Displays > Server IP
Addresses Configuration.
Result: The Server Configuration dialog box appears.
Administration server. This field is required.

address or hostname of the active Contact Center Manager Server. This
field is required.
5 If you install a standby Contact Center Manager Administration server, in
the Contact Center Manager Administration: Standby text box, type the
IP address or hostname of the standby Contact Center Manager
Administration server. This field is optional.
6 If you install a standby Contact Center Manager Server, in the Contact
Center Manager Server: Standby text box, type the IP address or
hostname of the standby Contact Center Manager Server. This field is
optional.
specific network.
7 Click Save.
What is next
If you use Symposium Call Center Server 5.0 administered by at least one
Classic Client and you are plan to upgrade your Symposium Call Center Server
5.0 to Contact Center Manager Server 6.0, you must migrate your Classic Client
data to Contact Center Manager Administration 6.0. For more information, see
Section F: “Migrate Classic Client,” on page 1217.


Section F: Migrate Classic Client
In this section
Overview 1218
Migrating graphical real-time displays (GRTD) 1244

Overview
This section describes how to migrate the following Classic Client data to
Filters
Historical reports
Real-time displays
User types
Client.
Server 6.0.
Administration 6.0.

Migration Checklist

Administration.
Filters
Migrate filters ❏
Historical reports

Real-time displays



User types




Migrating Filters
Use the tool to:
Migrating filters
Only the administrator or the webadmin user can use this tool.
2 Input the path of the Network Control Center filter (database file) or click the
browse button to search for the file.

3 Select the appropriate file.

4 Click Save Data.

5 Click Close.


Classic Client
Classic Client:

server




1. Create a shared directory on the client PC or on a network PC to store
user-created templates for the users.
the directory where each file is stored. For details about finding
user-created reports, see “Finding user-created reports in Classic Client” on
page 1225.
created reports into Contact Center Manager Administration” on page
1226.
Manager Administration. For details, see “Scheduling reports” on page
1231.



criteria for each report. For details about finding user-defined reports, see
“Finding user-defined reports in Classic Client” on page 1230.
same selection criteria for each report and save the report. For information,
see “Defining user-defined reports in Contact Center Manager
Manager Administration. For information, see “Scheduling reports” on
page 1231.
Administration. For information, see “Deleting a report schedule from
Classic Client” on page 1236.
information, “Deleting user-defined or user-created reports from Classic

4 Under the Types folder, check for any reports that are user-created by
looking at the Types column.

5 Right-click on each user-created report and note the path to the location
where the file is stored.

Administration
1 From the Contact Center Manager Administration Launchpad, click on

2 Select the Contact Center Manager Server from which you want to run the
report (for example, the Ottawa server).


4 Click Next.
drive check box.
template on the network drive/PC, you do not need to import the report to


file.
8 From the Report is based on the following data list, select one of the
following: Historical, Configuration, or Parameters.
11 Click Next.

12 Click Finish.
For more information about importing reports, see to the Contact Center
Manager Administration online Help.


Administration
criteria.
schedule it.

Because reports can be stored on individual PCs or on the network, it is
scheduled reports.


Scheduling reports


1 From the Time zone list, select the time zone in which you want to run or
schedule your report.
ATTENTION
the schedule time that you enter to the time zone in which
the Contact Center Manager Administration server is
located. The report is generated at the time and in the
time zone you specify, but the timestamp at the bottom of
the generated report reflects the Contact Center Manager
Administration server time. For more information about
time zones, see the Supervisor’s Reference Guide for
Symposium Web Client 4.5. This document is posted on
the Web site www.nortel.com.

During the period from X to Y: Select to schedule an interval report to be
times in the boxes.
On X at Y weekly: Select to generate an interval report on a particular day,
at a particular time every week. For example, click this button to generate a
report every Monday morning at 9:00 a.m.
At X every day/specific days of the week/specific dates: Select to

At X today/every day/days of the week/specific dates: Specify the time

At X this week/every week: Specify the time and day at which you want to
generate a weekly report, either this week, or every week. For example,
every Tuesday.
At X on specific dates: Specify the time and dates on which you want to
On the X in Y at Z: Select to schedule a monthly report to run on a specific
day and month, at a specific time. You can also choose to run the report
every month. For example, you can run a monthly report on the third
On day X at Y: Select to schedule a monthly report to run on a specific date
during a specific month, at a specific time. You can also choose to run the
report every month.
On specific dates at X: Select to schedule a monthly report to run on
4 Continue with the procedure “Defining output options,” on page 1233.

or save it as a file, or both. If you print the report, you can select the paper size.
notification that the report generated successfully, or that there were problems
preventing the report from being generated. If the system cannot generate the
report, the e-mail notification contains possible reasons for the failure, enabling
you to repair the problem and generate the report again.

To print the report to a file, you must specify a shared folder to which the
Contact Center Manager Administration server sends the output file. This folder
can be on your computer, on another computer in the network, or on the Contact
Center Manager Administration server. If the folder that you specify is on a
computer other than the Contact Center Manager Administration server, the
computer must be within the same domain as the Contact Center Manager
To send a scheduled report to a printer, ensure that your administrator configures
a default printer on the Contact Center Manager Administration server. If the
administrator does not define a default printer, you can only send reports to a
file.
scheduled report.
printed report.
Example: To send the Agent Performance report, agent, to the shared
folder, reports, on the Contact Center Manager Administration server,
appsvr, in the Output box, type \\appsvr\reports\agent.
5 From the Format list, select the export file format to use.
6 Select the Send notification e-mail to check box to receive notification
from the system when the report was generated.
colon (;).
8 Click Submit.

9 Click Activate.
Activating a report
You can activate a report schedule in two ways:
Click Activate in the Report Properties window after you schedule a new
report and click Submit, or after you modify an existing report schedule and
click Submit.
Click Activate in the Scheduled Events window. For step-by-step
instructions, see the following procedure.
3 Click Activate.
You can deactivate a report schedule in two ways:
Click Deactivate in the Scheduled Events window. For step-by-step
instructions, see the following the procedure.
3 Click Deactivate.


Result: All of the reports currently scheduled are displayed.
5 From within Scheduler, right-click the schedule.

6 Select Delete.

If the report schedule is active, you must deactivate it before you can delete the
report.

This section describes how to migrate real-time displays from Classic Client to
Classic Client—Stores custom real-time display formats on the PCs running

Classic Client.
Contact Center Manager Administration—Stores custom real-time display

formats on the Contact Center Manager Administration server and requires that
you recreate custom real-time displays in Contact Center Manager
Administration.





display




12 On the Properties page for each display, configure the properties for the
13 On the Columns page for each display, configure the columns for the new

The mechanism to create displays in Classic Client differs from that in

Contact Center Manager Administration. This can mean that you cannot
recreate the displays in Contact Center Manager Administration exactly as
they are configured in Classic Client.

Migrating graphical real-time displays (GRTD)

Manager Administration 6.0, note the configuration parameters for each
graphical real-time display in Classic Client and then manually recreate the
displays.

supervisor.
2 Right-click the billboard that you want to recreate in Contact Center
Result: The Data Window Properties window appears.


Result: The Data Display tab appears.


threshold parameters in this tab.




graphical display.
Agent Agent Map
to create.
different types of charts and billboards, see the Contact Center Manager
For further information about configuring display settings, see the Contact


supervisor.
type.


6 Note the Data Action parameters of this chart, in particular, note the
threshold parameters on this page.




graphical display.
Agent Agent Map
to create.
different types of charts and billboards, see the Contact Center Manager

17 Repeat this procedure for each of the application and skillset charts that



Administration.
Classic Client:
Stores assignments in the Symposium Call Center Server database.
Stores and controls schedules on the Symposium Call Center Server.

Contact Center Manager Administration server's operating system, to

delete the schedule from Classic Client. If you do not delete the schedule from
ATTENTION
Ensure that all the schedules are removed prior to upgrading to

assignments


Assignments.


8 From the View menu, select Assignments.


Assignments folder.
11 Select an assignment.
Result: The schedule information is displayed in the Save/Schedule




assignments
Assignments.
Result: The schedule information is displayed.
6 Click Save.

With Classic Client, you could create six types of users of which only the first
three could access the Classic Client.
Desktop user—Used to log on to Wallboard or third-party applications, can also

be used to administer the Classic Client functionality depending on privileges.

agents. Also has access to the Classic Client, and depending on privileges, can
perform certain actions within the Classic Client.

supervising agents and is also an agent. Also has access to log into the Classic
Client, and depending on privileges, can perform certain actions within the
Classic Client.

Agent user—Assigned to a skillset used to take calls within the contact center.
Supervisor Agent user—A supervisor in the contact center, supervising agents.

Without Desktop is not able to access the Classic Client. Assigned to a skillset
used to take calls within the contact center.
The Classic Client is now replaced by the Server Utility. If you log on through
the Server Utility, you see all six types of users. When migrating from Classic
Client to Contact Center Manager Administration, you must perform the
following tasks for each user type.










assignments
This section describes how to:

migrate scheduled assignments from Classic Client to Contact Center
delete schedule assignments from Classic Client


Result: The Table Routing Assignment list is displayed.
4 Right-click an assignment.


Result: The schedule information for the assignment appears.

information.


15 Click Schedule.

7 Click Save.




Result: A list of all users is displayed.
to remove.
Result: The User Properties window appears.
8 Click Remove.
9 Click Save.

Chapter 11
Migrating CCMA 6.0 to a new server
In this chapter
Overview 1266
Section D: Restoring CCMA data to target server 1489

Migrating CCMA 6.0 to a new server Standard 10.15
Overview
To migrate your Contact Center Manager Administration 6.0 to a new server,

you must perform the following tasks:
1. Back up Contact Center Manager Administration data on the existing
server (the source server)
2. Install Contact Center Manager Administration on the new server (target
server)
3. Restore your Contact Center Manager Administration data from your
source server backup file to the target server
ATTENTION
To migrate Contact Center Manager Administration to a new
server, you must install the same version of Contact Center
Manager Administration and the same Service Update as is
Reasons for migrating your Contact Center Manager Administration

data to a new server
There are a few reasons why you may want to migrate your Contact Center
Manager Administration to a new server:
you purchase a new server
your existing server fails and you need to restore to a new server. For
further details about resiliency strategies for Contact Center Manager
Administration, see Chapter 14, “Resiliency (backup, restore, and disaster
recovery).”

December 2007 Migrating CCMA 6.0 to a new server
Section A: Before you begin the

migration
In this section
Step 1. Ensure target server meets all CCMA 6.0 requirements 1268

Step 1. Ensure target server meets all CCMA

6.0 requirements
Before you migrate Contact Center Manager Administration Release 6.0 to a

new server, ensure that the target application server meets all the minimum
hardware and software requirements for Contact Center Manager
Administration. For information about hardware and software requirements, see
the Contact Center Manager Administration Technical Requirements and


Before you begin the a migration to a new server, Nortel recommends you
complete the Required Installation Information checklist. This checklist is found
in the Contact Center 6.0 Installer’s Roadmap and contains important
information that you need when performing the installation.
Before performing a migration to a new server, read installation addenda or



Section B: Prepare the source server for

the migration
In this section
Step 4. Back up the Nortel data files on the source server 1273
Step 5. Back up Real-Time Reporting and Emergency Help 1286


server
Before you perform the migration procedure or perform any significant upgrade
of the application server, Nortel recommends that you make a complete backup
of the Contact Center Manager Administration server, including the system
state, using a proven third-party backup tool of your choice, or the Microsoft
Windows Backup tool. A full backup of the source server, including the system
state, allows regression of the source server back to its original state, if required.
activity.

If you encounter a problem with the migration procedure, or if you encounter a
product problem, you can use the full backup you created to return the source
server to its original state.
For information about creating full backups of the application server, see
your choice.

Step 4. Back up the Nortel data files on the

source server
Contact Center Manager Administration data files, including Active Directory
Application Mode (ADAM, on the source server.
Nortel recommends that you back up the individual Contact Center Manager
Administration files in addition to performing a full backup of the source server
as this creates a more manageable backup file containing only the data files that
need to be restored to the target server.
The data files that you must back up before performing the full platform
migration procedure include the following:
Schedule data
These files must be restored on to the target server to complete the migration
between servers.
To back up these files, you can select one of the following options:
Option 1: Nortel Backup and Restore utility—Use the Nortel Backup
and Restore utility. This utility provides an easy to use interface that you
can use to schedule backups or perform a one-time backup of Nortel data
files. For information, see “Option 1: Backing up data using the Nortel
Backup and Restore utility” on page 1274.
Option 2: Windows Backup Tool—Use the Windows Backup Tool to
back up the Symposium Web Client data files. For information, see
“Option 2: Backing up data files using the Microsoft Windows Backup
Tool” on page 1281.

Option 3: Third-party backup tool—There are several other third-party

tools that can perform similar functions. Nortel has tested the Veritas
Backup Exec 9.1 tool, which you can use to back up the Contact Center
Manager Administration data. For known issues and recommendations
when backing up using Veritas Backup Exec 9.1, see “Option 3: Known
issues when backing up data using Veritas Backup Exec 9.1” on page 1284.
Choose the backup method that is most appropriate for your organization. For
information about each of the backup options, see “How to back up Contact
Center Manager Administration data files” on page 1654.
CAUTION

Do not back up Microsoft ADAM files by manually copying files.
.
If you back up ADAM files by manually copying files, ADAM

does not function when restored on the target server.
Option 1: Backing up data using the Nortel Backup and Restore utility
Configuration.
Result: The Nortel Configuration window appears.


3 Click Backup & Restore.

Result: The Nortel Backup and Restore utility appears.

4 Select the Backup tab.

Result: The Backup window opens.
5 To save the backup file to a file location:

a. Select the File option.
b. Review the default location of the backup file, Restore.bkf. This is the
file that the utility creates when you back up the Contact Center
Manager Administration files. The file contains a snapshot of all
Contact Center Manager Administration files that you back up.
OR
To change the default name or location of this file, click Browse and
navigate to the location in which you want to store the file, and type a
new file name, if desired. If the Contact Center Manager Administration
server is in a domain, you can back up files to another server in that
domain. To select a file location on another server in the domain, you
must map a drive to that server and must have read/write privileges on
that server.
c. From the Archive Backup Files every list, select the number of
backup files that you want to keep in the backup location. You can keep
from 2 to 10 backups, or all backups. This provides you with the
flexibility to retain only the most recent backups to save space in your
backup location. For example, If you select 3 backups from the Archive

Backup Files every list, the system retains only your most recent three
backups in the backup location.
OR
To save the backup file to a tape drive:
a. Select Tape.
b. To determine the Media Pool name of the tape drive, click Start >
Settings > Control Panel > Administrative Tools > Computer
Management > Storage > Removable Storage > Media Pool >
Backup. The Media Pool name is listed in Backup folder.
c. In the Media Pool text box, type the Media Pool name of the tape
drive. The Media Pool name must match the Media Pool name in the
Backup folder.
ATTENTION
Any tape in the media drive is overwritten.
6 Click Next.
Result: The Schedule page appears.
7 Select one of the following backup schedule options:

Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)

One Time Only (to schedule a one-time-only backup at a time in the

future)
Run Now (to back up files immediately after you enter a valid username
and password)
Result: Based on your selection, scheduling options appear below the
schedule area.
8 Define the backup schedule, and then click Next.

You can schedule a task only on the last day of the month that contains the
least number of days. For example, if you want the backup to run every
month, you can schedule it to occur on day 28 only. However, if you clear
February, the last day of a monthly schedule is 30. If you clear April, June,
September, and November, the last day of a monthly schedule is 31.

Result: The User Account with Administrative Privileges page appears.
9 In the Username box, type a valid administrator username.

10 In the Password box, type a valid administrator password.
You must enter a username and password that are configured with
administrative privileges on the server to which you back up. If you enter an
invalid username and password, a window appears prompting you to
reenter a valid username and password. If this occurs, click OK and reenter
a valid username and password.
11 If you select a backup location on another server in a domain, from the
Domain list, select the domain. The default option is this computer (for
example, the Contact Center Manager Administration server that you are
logged on to).
12 Click Finish.
Result: The system backs up the required files at the time you specified
and stores the backup in the Restore.bkf file in the default location (or in the
custom file name and location that you have chosen). For details about
restoring the information in this file, see “Option 1: Restoring Contact
Center Manager Administration data with the Nortel Backup and Restore
utility,” on page 1491.

Viewing and managing scheduled tasks in the Nortel Backup and

Restore utility
Configuration.
3 In the window, click Backup & Restore.

Result: The Nortel Backup And Restore utility appears.

4 Select the View Scheduled Tasks tab.

Result: A list of your scheduled tasks appears including the status and the
next scheduled run time of each task.
5 Highlight a task.
6 To view the details of a task, click View Details.
Result: A detailed log file of your task appears.
OR
To delete a task, click Delete Task.
Result: A window appears asking you to confirm deletion of the task. Click
Yes, and the task is deleted.
7 Click Close.
Option 2: Backing up data files using the Microsoft Windows Backup

Tool
Detailed steps and information about the Microsoft Windows Backup Tool is on
the Microsoft Web site at www.microsoft.com.

2 Select the Advanced Mode option.

Result: The Backup page appears with a tree structure in the left pane
4 In the left pane, select check boxes for the following files and folders
(where <x> is the drive on which you installed Contact Center Manager
Administration):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM
<x>:\Program Files\Nortel
<x>:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
Networks\WClient\Apps\EmergencyHelp\Exports
Networks\WClient\Apps\Reporting\RealTime Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCWdata
OR

OR
To schedule backups, you must ensure that you can use your backup tool to back
up all these file types without requiring you to manually copy any of them.
strategies, consult the Microsoft documentation at www.microsoft.com.

Option 3: Known issues when backing up data using Veritas Backup

Exec 9.1
To back up the Contact Center Manager Administration data, you can use a
third-party tool instead of the Nortel Backup and Restore utility or the Microsoft
Windows Backup Tool. Nortel tested the Veritas Backup Exec 9.1 tool, which
you can use to back up the Contact Center Manager Administration data. The
information described here pertains to the Veritas Backup 9.1 software.
ATTENTION
co-resident systems containing Contact Center Manager
Server and Contact Center Manager Administration as it
prevents the NBNM service from starting up. In addition
to this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a
co-resident system, it has an adverse effect on the
operation of the system and may require a complete
system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you
must note the following:
The default installation of Veritas Backup Exec uses the TCP port 10 000,
which is also the default port used by the Contact Center Manager
Administration Toolkit NameService. This conflict results in Contact
Center Manager Administration malfunctioning (administrative changes,
such as agent and skillset name changes, are not updated in real time,
requiring you to restart the ICERTDService to refresh the cache).
port that it uses to another port number of your choice (the Contact Center
Manager Administration Toolkit NameService port number cannot be
changed at this time). When changing the port number, you must first
investigate the ports that are currently being used by all the products in your
network (both Nortel and third-party products). Then, choose a port that
does not cause a conflict between any of these products. For a list of ports
used by Contact Center Manager Administration, see Contact Center


Configuration Guide. For information about changing the Veritas Backup
Exec default port number, see the Veritas support article at
www.seer.support.veritas.com.
www.nortel.com for the latest supported Veritas hotfix and service pack
Shadow Copy Service installed.
To back up the Contact Center Manager Administration ADAM
information with the Veritas Backup Exec tool, ensure that the ADAM
service is running, and then select the Shadow Copy Components > User
Data > Active Directory Application Mode > C:\Program Files\Microsoft
ADAM\instance1\data where C:\Program Files\Microsoft
ADAM\instance1\data is the instance that Symposium Web Client data
uses.
You must also back up all other directories detailed in the section “Option
2: Backing up data files using the Microsoft Windows Backup Tool” on
page 1281.
For more information, consult the online Help on the Veritas Web site at
www.veritas.com.

Step 5. Back up Real-Time Reporting and

Emergency Help
There following two Contact Center Manager Administration configuration

settings are stored in the Windows Registry:
Real-Time Reporting configuration settings (IP Send and IP Receive
Addresses)
Emergency Help configuration settings
Because these settings do not change often and cannot be backed up using
backup procedures, Nortel recommends that you note the Real-Time Reporting
configuration settings (IP Send and IP Receive Addresses) and the Emergency
Help configuration settings whenever these settings change (for example, after
installing or upgrading Contact Center Manager Administration). These settings
must be manually reconfigured during a restoration process.
Backing up Real-Time Reporting and Emergency Help configurations

Result: The Configuration window appears.
2 Select the Real-Time Reporting folder.
Result: The RTR Registry Settings icon appears in the right pane.
Result: The RTR Registry Settings dialog box appears.
4 Note all of the settings in the RTR Registry Settings dialog box.
5 Close the RTR Registry Settings dialog box.
6 In the left pane of the Configuration window, select the Emergency Help
folder.
Result: The Emergency Help Registry Settings icon appears in the right
pane.


Result: The Emergency Help Registry Settings dialog box appears.
8 Note all of the settings in the Emergency Help Registry Settings dialog
box.


Section C: Prepare the target server for

the migration
In this section
Overview 1291
Step 6. Install and configure Windows Server 2003 1292
Step 7. Install IIS with SMTP and ASP.NET (optional) 1303
Step 8. Ensure the computer name and DNS host name match 1306
Step 9. Add the server to an existing domain 1311
Step 10. Check the bindings order on the server 1315
Step 14. Install the product software 1351
Step 15. Apply the same Service Update as on the source server 1367
Step 22. Configure Logon Warning message (optional) 1398

Step 27. Configure Scripting 1454

Step 33. Other postmigration tasks 1488

Overview
To migrate Contact Center Manager Administration to a new server, you must

perform a full installation of Contact Center Manager Administration on the
target server.
All preinstallation, installation, and postinstallation procedures for a new

installation of Contact Center Manager Administration are documented in this
section. You can also refer to Chapter 3, “Install the software on the primary
server” for the same procedures.

Step 6. Install and configure Windows Server

2003
Use the checklists in this section to install and configure Windows Server 2003
Enterprise or Standard Edition correctly for Contact Center Manager
Administration.
Nortel recommends that you do not upgrade your operating system on the
Contact Center Manager Administration server to Windows 2003 from a
previous version of Windows. For example, if your server has Windows NT or
Windows 2000 installed, remove the drive partitions and reformat the hard
drives on the server. Next, perform a new installation of Windows Server 2003
Enterprise or Standard Edition on the server using the “Windows Server 2003
installation checklist” on page 1294. Installing the operating system on a clean
server eliminates the possibility of carrying over incorrect settings from the
previous Windows installation.
ATTENTION
Agent Desktop Display Release 4.0 is incompatible with
Contact Center Manager Administration. Therefore, you
must first upgrade all client PCs to Agent Desktop Display
4.5. If you install a release earlier than SU04, you must also
upgrade all client PCs to SOAP 3.0. If you install SU04 or
later, SOAP is not required. This upgrade process must be
done manually on each client PC. For information about
this procedure, see the Symposium Web Client Planning,
Installation, and Administration Guide for Release 4.5/
SU05.
You cannot install a non-English version of the operating
system over an English version. Remove the English
operating system before proceeding with the non-English
installation. The presence of two operating systems results
in functionality problems in Contact Center Manager
Administration.

If you install Contact Center Manager Administration on a server co-resident

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

It is no longer necessary to install the Contact Center Manager Administration
server as a primary domain controller. This change was made with the release of
Symposium Web Client 4.5 SU03 for Windows 2003.
For more information about domain group polices, refer to Chapter 16,
To install Windows Server 2003

This information is not a comprehensive walk-through of the operating system
installation process. For detailed information on Windows Server 2003 and how
to install it, see the documentation that accompanies the Windows Server 2003
Enterprise Edition or Standard Edition installation CD.
Nortel recommends that you do not upgrade your operating system on the
application server to Windows 2003 from a previous version of Windows. For
example, if your server has Windows NT or Windows 2000 installed, remove
the drive partitions and reformat the hard drives on the server. Then perform a
new installation of Windows Server 2003 Enterprise or Standard Edition on the
server. Removing the previous operating system eliminates the possibility of
carrying over incorrect settings from the previous Windows installation.
To minimize the risk of postinstallation issues due to misconfiguration, Nortel

recommends that you install the operating system from the original operating
system CD-ROM, following the instructions in the following installation
checklist. If you choose to install the operating system from a disk-cloned
image, you must ensure that the image is taken from an installation for which all

instructions in the following checklist were followed. Installations from a disk-

cloned image of the operating system, where the instructions in the checklist
were not followed, can result in problems that are difficult to diagnose and can
delay the commissioning of Contact Center Manager Administration.
Set up a partition on the Contact Center Manager Administration server ❑

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

To view or change the system for your current geographical region,
click Customize. You can add new languages and change the way dates
and numbers appear.
To view or change your system device settings (mouse, keyboard,


Your Product License Key window ❑

Type the Windows product license key for your installation.

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


computer name supplied to you by the network administrator.
The computer name can be a unique name of 6-12 uppercase characters
(A through Z), and any of the ten digits 0 through 9.
First character must be alphabetical
No other characters are allowed. For example, the name cannot include
any underscores (_).
Hyphens (-) are permitted in the computer name of stand-alone systems
only. If you install a co-resident system (that is, Contact Center
Manager Administration and Contact Center Manager Server) you
cannot use hyphens in the computer name.
The name cannot be the same as any other computer or domain name in
the network.
2 Type the password for the Administrator account for this computer. You
must use this password when the user name Administrator is used to log on
to the computer on which Contact Center Manager Administration resides.
WARNING
If, at a later date, you change the computer name that you chose during the
Windows Server 2003 installation, you risk disrupting the operations of
both Contact Center Manager Administration and Active Directory
Application Mode because both applications require that the computer
name be identified on the network.
To prevent disruption on a Windows Server 2003 platform (either stand-
alone or co-resident), if you change the computer name of the Contact
Center Manager Administration server after you install the Contact Center
Manager Administration software, you must reset the computer name in
IIS. Additionally, if you install a release earlier than SU04, you must reset
the Contact Center Manager Administration SOAP files to reflect the new
name by having an administrator or support technician run the
ChangeSOAPSrv utility.


Adjust as required.

The Windows Server 2003 Setup Wizard continues with the installation,
copying the files required for the settings you selected. After the installation
is complete, the server restarts and you are prompted to log back on as the
Administrator account you created.
Manage Your Server window ❑

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

Accept the default values in this window.
1 ASP.NET and IIS are subcomponents of the application server. Click
Application Server and then click Details to select ASP.NET and IIS on
the components list.
2 SMTP is a subcomponent of IIS and is not selected by default. Click
Internet Information Services, and then click Details to select SMTP on
the components list.
3 Under Subcomponents of IIS, ensure that World Wide Web Service is
selected.
Components window.
5 Click Next.
6 Click Cancel to return to Manage your Server.

Install service packs and drivers ❑

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

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


2 In the lower half of the window, click Append these DNS suffixes (in
order), and then click Add. Type the suffixes that your company uses (for
Click the WINS tab.
Type the WINS IP address, and then click Add to add it to the list. Click
OK.
5 Click Close.
Manually updating the HOSTS table

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

Administration server in TCP/IP networks, the server host name must be
associated with an IP address. When the HOSTS table carries out this
association, it is called host name resolution. The HOSTS table resolves host
names to IP addresses on local computers.

Manually updating the HOSTS table
ATTENTION
Incorrectly modifying a host table on the Contact Center
Manager Administration server can cause extensive network
problems. Before you modify host tables, you must review
the detailed information on HOSTS in the supporting
documentation for Microsoft Windows Server 2003.
1 Browse to the sample HOSTS tables that are provided with the Windows
Server 2003 installation in the following directory:
<x>:\Windows\system32\drivers\etc
2 Double-click the HOSTS file and open the file with a text editor (for example
Notepad) to modify the host tables.
ATTENTION You need not use host tables for name resolution if the
names of the servers in Contact Center Manager Server
and the NCC server names are registered on a DNS
server.
Result: The HOSTS table appears in the text editor. The HOSTS table
consists of a list of IP addresses followed by a computer name. A sample
HOSTS table is provided in the following figure as a guideline, but is not
intended to indicate exactly how the HOSTS tables are configured on the

3 At the end of the file, type the IP address and computer name of
each Contact Center Manager Server
each Network Control Center Server (NCCs)
Separate the two values by using the space or the tab key. HOSTS tables
are case-sensitive.
4 Click File > Save to save your changes.
After you edit and save the file, the system automatically reads your new
settings. If you edit the sample HOSTS file, save the file without an
extension so that the system recognizes your changes.
Applying security patches


library, system administrators or the contact centre administrator must fulfil this
role.
Compatibility of security patches with Contact Center Manager

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

Step 7. Install IIS with SMTP and ASP.NET

(optional)
You must install Internet Information Services (IIS) on the application server
before you install Contact Center Manager Administration. If you did not install
the IIS component during the installation and configuration of Windows Server
2003, perform the following procedure now.
If you installed IIS with SMTP and ASP.NET on the application server, you can
proceed to Step 8. “Ensure the computer name and DNS host name match” on
page 1306.
Installing Internet Information Services

2 In the left pane, click Add/Remove Windows Components.
Result: The Windows Components Wizard appears.

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

Result: The Application Server dialog box appears.

check box.
5 Under Subcomponents of Application Server, click Internet
Information Services, and then click Details.
Result: The Internet Information Services dialog box appears.
6 Under Subcomponents of Internet Information Services (IIS), select the
SMTP Service check box.

7 Under Subcomponents of Internet Information Services (IIS), ensure

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

Step 8. Ensure the computer name and DNS

host name match
You must ensure that your server computer name and DNS host name match
exactly, including uppercase and lowercase letters.
A mismatch in these names can occur, for example, if you perform a new
installation of the operating system and enter the computer name in uppercase
letters. Windows uses your entry to set both the computer name and the DNS
host name. However, after the operating system installation is complete, you
may find that Windows has set the DNS host name in uppercase letters as you
entered it, but that the computer name is set in all lowercase letters. Use the
following procedures to check the names and, if necessary, change them.

Verifying that the computer name and DNS host name match
1 After you install the operating system, log on to the server as
Administrator.


Result: The Computer Name page appears.
4 Write down the full computer name exactly as it appears, including case.
Ignore the period at the end of the Full computer name.

5 Click Change.
6 Click More.
Result: The DNS Suffix and NetBIOS Computer Name dialog box appears.
7 Compare the NetBIOS computer name with the Full computer name that
you wrote down to determine whether the names match exactly, including
case.
8 If the names match, close the windows you opened and continue with the
configuration of your server.
OR
If the names do not match, write down the NetBIOS computer name exactly
as it appears.

9 Click Cancel.
10 In the Computer name box, type the NetBIOS computer name exactly as
you wrote it down in step 8.
11 Click OK.
If the only difference between the two names is the case (uppercase or
lowercase letters), you cannot click OK to register the change because
Windows does not recognize changes to case. In this situation, perform the
following workaround:
a. Type any character at the end of the Computer name to enable the OK
button.
b. Click OK.
c. When the system prompts you to restart, click OK, but do not restart
the server.
d. Click Change.
e. Go back to step 10.
Result: The system prompts you to restart.
12 Click OK to close the System Properties window.
Result: The system prompts you to restart the server.
13 Click Yes.
14 When the system restarts, log on to the server as Administrator.
15 To ensure the names match now, repeat the procedure.

You can add your Contact Center Manager Administration server to an existing
Active Directory Application Mode domain.
Toolkit server, there are some scenarios that require the application server
to be added to an existing domain. For further information, see the
Communication Control Toolkit Installation and Maintenance Guide.
Manager Administration in workgroups or domains, see Chapter 16, “Working
with domains and workgroups.”






5 Click OK.

8 Click OK.

Step 10. Check the bindings order on the

server
If you use a single network interface card for a co-resident installation, or if your
Contact Center Manager Administration server is a separate server with only
one network interface card, you can ignore this step and go directly to Step
11. “Install your remote support access tool” on page 1317.
If the Contact Center Manager Administration server has more than one network
interface card, you must configure the bindings order so that the Nortel server
subnet network interface card comes first.
Checking the bindings order on the server

1 On the server, click Start > Control Panel.
2 Double click Network Connections.
Result: The Network Connections window appears.

3 In the Advanced menu, choose Advanced Settings.

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


tool
page 1319. If a previous version of pcAnywhere is installed on the Contact
Center Manager Administration server, consult the Symantec Web site


configurations:


resident)






version 11.5.
CAUTION

.


Administrator.

If autorun starts and you click Install, or if you double-click the setup.exe
file on the CD, the Terminal Server Install Failure dialog box appears.
This occurs because Terminal Services must be in Install Mode before you
can install an application.

window.
6 Click Next.
7 Click Finish.
9 Click Next.
12 Accept the default location to install the software, or click Change to

14 Click Install.
Result: The program installs the software. When it is finished, the
LiveUpdate window appears.
15 Click Next.
16 Click Finish.
Result: A prompt appears asking you to register pcAnywhere.
17 Click Skip.
Result: A prompt appears asking you to confirm your choice.
18 Click Yes.
Configuring the Active Desktop settings

To ensure optimum speed when using pcAnywhere, before starting the program,
configure the Active Desktop settings on the server.
1 Right-click anywhere on the server desktop.
2 On the menu, select Active Desktop.
3 On this menu, ensure that Show Web Content is not selected.


ATTENTION
If the following message appears, it indicates that your
video driver is incompatible with pcAnywhere:
“pcAnywhere detected and fixed a display driver problem.
Please restart your computer to allow the change to take
effect.” You must uninstall pcAnywhere, update your
video driver, and then reinstall pcAnywhere.



installation and you need not follow the instructions in this section.
If, during the pcAnywhere configuration, you receive a message indicating that
you do not have the rights to modify a setting or to create a new caller, use the
files.
To change the Windows access rights for pcAnywhere files

To change the Windows access rights for pcAnywhere files, you must browse to
a hidden directory.
Viewing hidden directories

1 Open My Computer.
2 Choose Tools > Folder Options.

3 Click the View tab.

4 Scroll down until you see Show Hidden Files and Folders, and select this
option.
5 Click OK.

1 Exit pcAnywhere.
2 In Windows Explorer, navigate to the following folder: C:\Documents and
Settings\All Users\Application Data\Symantec\pcAnywhere where C is
the drive on which pcAnywhere is installed.
Result: The pcAnywhere Properties window appears.

7 To grant administrators full access to the pcAnywhere folder, ensure that

the Allow check box is selected for Full Control.

Note: If the system asks you to register pcAnywhere, click Skip, and then
Result: The Hosts option on the pcAnywhere manager pane is selected.
4 Click the File menu, and then choose New > Item > Use Wizard.
Result: The Host Setup Wizard window appears.
5 From the Connection type for this host list, select your modem (if you
connection).

7 Click Next.
Result: The following Wizard window appears.
8 Ensure that Launch with Windows and Run minimized are selected, and
leave all other default settings, as shown in the figure.
9 Click Next.

11 Click Add.
Result: The Identification window appears.

15 Click OK.
Properties.


22 Select the Superuser option.
23 Click OK to save your changes and close the Caller Properties dialog box.
25 In the Session options section, from the Keyboard/mouse active during
session list, select Host and Remote.
26 In the Login options section, select Limit time to complete login check
box and set the Timeout to 3.
27 Select the Limit login attempts per call check box and set the Maximum
to 3.
28 Select the Encryption tab.
Result: The Encryption page appears.
29 In the Settings section, from the Level list, select None.

30 Click the Conference tab.

Result: The Conference page appears.
31 Select the Enable conferencing check box.

32 Select the Obtain IP address automatically option.
34 To assign a password to control who can modify the Network icon settings,
complete the following steps; otherwise proceed to step 35.
a. Select the Protect Item tab.
Result: The Protect Item page appears.
b. In the Password box, type a password.
ATTENTION
If you select the Required to modify properties check box on
the Protect Item page, you must enter the password each
time you change a setting. Record the password and keep a
copy of it in a safe place. If you forget the password, you
cannot change any settings.


Tip: If you type NGenDesign for the logon name of the second caller
account, you can use the same NGenDesign password that is used in
Contact Center Manager Server, or you can use a password of your choice.


access tool
If you install pcAnywhere 11.5 on your server, you need not enable Microsoft

Desktop Connection is installed, but not enabled. For information, see “Enabling
Microsoft Remote Desktop Connection for Administration” on page 1331.

Administration server (that is, a direct modem connection is not supported). To
establish a TCP/IP network connection, you can install one of the following
options:


(recommended)

Result: The System Properties Window appears.
3 On the Remote tab, select Enable Remote Desktop on this computer.
4 Click OK.

Administration, see Microsoft documentation at www.microsoft.com.

Step 12. Install Sybase Open Client version

12.5

installed and you can skip this step. Likewise, you need not verify the version of
Sybase that is installed, nor do you need to update the Sybase 12.5 Open
Database Connectivity (ODBC) driver. In this case, you can proceed to Step


Administration server, you can upgrade to Sybase version 12.5 using the
following procedure. If you have a version of Sybase earlier than 12.0 installed
on the Contact Center Manager Administration server, you must uninstall it
before you install version 12.5. For information about uninstalling the software,
see the documentation posted on the Sybase Web site at www.sybase.com.
Open Client driver. For information, see “Updating the Sybase ODBC driver”
on page 1339.
Verifying the version of Sybase Open Client

If Sybase Open Client is installed on the server, perform the following procedure
to verify the version of the software before upgrading to Sybase Open Client
12.5:




4 In the System variables box, locate the Sybase software entries.

version 12.5 is installed. Go to Step 13. “Install the Crystal Enterprise 10
Embedded software” on page 1344.
OR
If you do not see a Sybase software entry, or if the list appears as
SYBASE_OCS: OCS_12_0, go to “Installing Sybase Open Client version
12.5 or upgrading from version 12.0” on page 1335.
only. If the Contact Center Manager Administration server has a version of
Sybase installed that is newer than version 12.5, you must uninstall it completely
before installing version 12.5. For information about uninstalling Sybase
software, see “Uninstalling Sybase Open Client” on page 1531.

Installing Sybase Open Client version 12.5 or upgrading from version

12.0
upgrade the Sybase 12.5 ODBC driver. In this case, you can proceed to Step
drive.
2 Click Exit.


Result: The Sybase Installation Type window appears.



7 Click Next.

8 Click Next.
Result: The Create Directory window appears and prompts you to confirm
9 Click Yes.
Result: The Installing window appears and displays a status bar while the
system DLLs.


Confirmation window appears and prompts you to restart the system before
configuring the installed components.
11 Click Yes.
After the system restarts, the Information window appears and confirms the

12 Click OK.
““Updating the Sybase ODBC driver” on page 1339.”



with Contact Center Manager Server, the Sybase ODBC driver is up-to-date and
you can proceed to Step 13. “Install the Crystal Enterprise 10 Embedded
ATTENTION
Contact Center Manager Server uses the ODBC driver version
4.10.00.41. Nortel recommends that you do not install
EBF11113 as part of the Contact Center Manager
Administration installation as it overwrites the ODBC version
used by Contact Center Manager Server and can impact
operation of Contact Center Manager Server.

Administration server and you upgrade Contact Center Manager Administration
software.
For more information, see the instructions.txt file, which is located in the
EBF11113 folder on the Contact Center Manager installation DVD.
b. Stop any other third-party applications that run on the Contact Center
Manager Administration server and that use Sybase Open Client.
c. Click OK.
e. Press Enter.


(where <x> is the location of the DVD-ROM).

shown.
d. Click OK.

If the ODBC driver version is not 4.10.00.49, then open the log file,
C:\EBF11113.txt, to see if error messages were recorded during the xcopy
command.
following list:

25 File(s) copied
page 1372.


Embedded software


software. You need not purchase a separate license.

2 Click Exit.
3 In Windows Explorer, browse to the CR10_EE folder, in the CCMA folder of
the Contact Center Manager installation DVD.

4 In the CR10_EE folder, double-click setup.exe.

5 Click Next.




9 Click Next.
appears.

11 Click Finish.

installation DVD.
page 1372.

2 Click Exit.
3 In Windows Explorer, browse to the Crystal 10.0 Common Hotfix folder,
in the CCMA folder of the Contact Center Manager installation DVD.
4 In the Crystal 10.0 Common Hotfix folder, double-click setup.exe.
screen appears.
5 Click Next.


view a readme file.
11 Click Yes.
12 Click Finish.
ATTENTION
install the Crystal Reports 10.0 Hot Fix found on the DVD
in the following location: Supplementary SU\CCMA\Hot
Fixes. For more information, see “Installing required hot
fixes for third-party software” on page 1372.

Step 14. Install the product software
tasks:
Verify that Internet Information Services (IIS) is installed before you install
Contact Center Manager Administration. To do this, click Start > All
Programs > Administrative Tools. If Internet Services Manager is listed,
IIS was successfully installed. If IIS does not appear, then you must ensure
that it is correctly installed before you proceed with the Contact Center
Manager Administration installation. For more information about installing
IIS, see the Contact Center Manager Technical Requirements and


ATTENTION
Note the Administrator account that you use to install Contact
Center Manager Administration software, Service Updates,
Service Update Supplements, or designer fixes and patches. If
you have multiple Administrator accounts, you must always
use the same Administrator account to install or uninstall
Updates, Service Update Supplements, or designer fixes and
patches. If you attempt to install or uninstall Contact Center
Manager Administration, future Service Updates, Service
Update Supplements, or designer fixes and patches using a
different Administrator account, the installation or
Installing Contact Center Manager Administration



list.

4 Click Install
Result: The DVD Installer main menu disappears. The program checks to
see if the required third-party software is installed on the server, and stops
the installation if any of the minimum requirements listed are not met. If all
requirements are met, then the installation continues.The Contact Center
5 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to enable replication.

6 Click No.
7 In the User Name box, type your name.

Administration installation, select one of the following options:
want anyone who can log on to the computer to also be able to log on to

users who have authorization to use Contact Center
Manager Administration from using the Contact Center
with your username and password to be able to log on to Contact

10 Click Next.
Parameters window appears.
longer applicable.
OR
than 24 characters. The following list provides additional information about
the URL that you type into this window:
then you can accept the default value shown.
(for example, <computer name>.<domain name>.com), type this name.
To view the fully qualified domain name of the server, ping the server
computer name. The results of a successful ping include the fully
qualified domain name.

Administration server are located outside the server domain, you must
type the fully qualified domain name. To view the fully qualified domain
name of the server, ping the server computer name. The results of a
successful ping include the fully qualified domain name.
directory on an existing Web site, type either the computer name or the
fully qualified host name as usual; do not type a value that includes the
virtual directory name.
Contact Center Manager Administration server as a Trusted Site when you
configure Internet Explorer on the client PC, you must also add the fully
qualified domain name as a Trusted Site on each client PC that accesses
the Contact Center Manager Administration server. For details about
configuring the client PC after installing Contact Center Manager
Administration, see Step 3. “Configure Internet Explorer” on page 267.

12 Click Next.
Configuration for ADAM window appears.
ATTENTION If you perform an installation with replication enabled, the

Web Site Type window appears and you must proceed
directly to the result in step 34.

Configuration for ADAM window vary, as follows:
in this window.
13 Before accepting these default value in the Port Configuration for ADAM
window, check with your administrator to ensure that these ports are not
used by any other application. If these ports are already being used, then
ask your administrator to recommend new port numbers and type them in
the boxes provided.

14 Click Next.
15 To install Contact Center Manager Administration as the default Web site

on the Contact Center Manager Administration server, click Default and
proceed to step 18.
ATTENTION
or
an existing Web site, click Existing.
For more information about how to determine the type of Web site that best
suits your company needs, see “Web sites and virtual directories” on page
2178.
16 Click Next.
default name.

18 Click Next.
Change and select a different location.
OR

To accept the default folder location, click Next.


20 Click Next.
ATTENTION Installation ends if you did not install the required third-
party applications prior to installing Contact Center
Manager Administration. An error dialog box appears
listing the missing software, and the setup wizard closes.
You cannot complete the Contact Center Manager
Administration installation until you install all required
software.

window appears.
If files in use or open windows prevent the Contact Center Manager

and then click Retry. Occasionally, the window notifies you that you must
close the Add or Remove Programs window. In this case, click Retry. If
the installation does not proceed, then click Ignore. The installation
proceeds.

and is required for proper Contact Center Manager Administration
functionality.
You are required to type the old password only if you reinstall Contact
Center Manager Administration and you chose to preserve customer data
when you uninstalled the original software. When you perform a fresh
installation, the Old Password box is unavailable.
account.
this custom password. For information, see Step 29. “Change the iceAdmin
user account password (optional)” on page 1459.
OR
Account. You can use the domain account setup function of the iceAdmin

Password Change Utility to reset the domain account password if the

administrator changes it.
administrator.
password.
account password.
31 Click OK.
iceAdmin account.

32 Click OK.
Result: The system ensures that you typed the same password both
times, and registers the new password. After the system installs Active
Directory Application Mode (ADAM), the Crystal Reports templates and
Server Simple Object Access Protocol (SOAP) templates, the Welcome to
the InstallShield Wizard for ServerSoapInstall window appears.
If the window does not appear, the system automatically starts installing the
SOAP files. In this case, proceed to the next step.


If you install an installation with replication, this instance of ADAM has all
existing data that resides in the ADAM instance with which it is replicated.
From this point on, replication works both ways, with each computer
sharing its ADAM data with the other computer.
dialog box appears.

Step 15. Apply the same Service Update as on

the source server
To migrate Contact Center Manager Administration to a new server, you must

install the same version of Contact Center Manager Administration and the same
Service Update and Service Update Supplement that are installed on the source
server.
Applying the same Service Update or Service Update Supplement as

on the source server
ATTENTION
Administrator account with which you are currently logged
accounts, you must ensure that you always use the same
account to install or uninstall Service Updates, Service
Update Supplements, and Designer Patches on the server. If
you install an update with one account, and then install the
next update or uninstall the current patch while logged on
as a different account, the installation or uninstallation
fails.



WinZip).
Applying the same Service Update or Service Update Supplement

as on the source server
1 Log on to the application server using the administrator account.
If you have multiple administrator accounts, note the administrator account
administrator account to install or uninstall the Contact Center Manager
Contact Center Manager installation DVD.
Nortel also recommends that you go to the ESPL Web site
(www.nortel.com/espl) to check for Service Updates or Service Update
Supplements issued since the release of the DVD. To register for the ESPL
Web site, follow the instructions listed at www.nortel.com/register.
3 Download the same Service Update as is on the source server and its
associated Readme file. Save the file on the replicating Contact Center
Manager Administration server. Service Updates are packaged as self
extracting executable files.
4 Download the same Service Update Supplement as is on the source server
and its associated Readme file. Save the file on the replicating Contact
Center Manager Administration server. Service Updates Supplements are
packaged as self extracting executable files.
5 Extract the contents of the executable file to the location of your choice by
running the executable file.
6 Extract the contents of the .zip file(s) to the location of your choice.

7 Double-click the Service Update .msi or Service Update

Supplement.msi file to start the installation. An example of a Service
Update file name is CCMA_6.0_SU_02.msi.
patch.

9 Click Next.

The Files in Use window appears if you have files open that the installation
program needs to update. You must close the files shown in the window,
and then click Retry to continue with the upgrade.

10 Click Install.
installation.

Result: When the system installs the patch, the completed window
appears.
11 Click Finish.
12 If the system prompts you to restart the Contact Center Manager
Administration server for the update to take effect, click Yes.
13 Repeat steps 6-12 to install other Service Update Supplements and
Service Updates that correspond to those installed on the source server.
14 After all you install all of the SUs and SUSs, close all windows and restart
the server.

Step 16. Install required hot fixes for third-

party software

1 Log in to the application server using the administrator account.
If you have multiple administrator accounts, note the administrator account
administrator account to install or uninstall the Contact Center Manager
Supplementary SU\ CCMA\ Hot Fixes on the Contact Center Manager
installation DVD.
4 Nortel also recommends that you check for hot fixes issued since the
release of the installation DVD. Hot fixes issued since the release of the
installation DVD are at www.nortel.com/espl in the folder for the service
update (SU) or service update supplement (SUS) that you install.


(optional)
If you added your Contact Center Manager Administration server to an existing

domain or if you do not want to add your server to an existing domain, you can
proceed to Step 18. “Configure IIS settings for Report Creation Wizard” on page
1377.
Toolkit server, there are some specific scenarios that require the Contact
Center Manager Administration server to be added to an existing domain.
For further information, see the Communication Control Toolkit
Manager Administration in workgroups or domains, refer to Chapter 16,






In the Computer Name Changes dialog box, you can change the computer
5 Click OK.

8 Click OK.


Creation Wizard
The task is required for Report Creation Wizard to function.

Manager.
the left pane.





appears.
computer).

;


settings

Manager.
ASP.NET v1.1.4322
ASP.NET v2.0.50727



This procedure includes the following tasks:

your choice.


IIS


from the menu.

5 Click Proceed.
6 In the New password box, type the new password for this account. Note
the password that you type because you require it again in Step 21.
8 Click OK.
9 Click OK.
Manager.

computer).





16 Click Browse.

17 Click Advanced.

18 Click Find Now.


click OK.
20 Click OK.

22 Click OK.
window reappears.
28 Click OK.

Use the License Manager Service – Configuration Setup utility:

Manager Server that is installed on Contact Center Manager Server
to log the debug trace for the License Manager Service events
On a stand-alone server, you must configure the License Manager Service after
you install Contact Center Manager Administration for the Report Creation
Wizard component to function.






Result: The LM Service – Configuration Setup window appears.

address.
number.

LMService.log file.
LMService.log file.
the log file size.
12 Click OK
Manager Service.

Service restarted.
14 Click OK.

Step 22. Configure Logon Warning message

(optional)
message.
If you do not want to configure a log-in warning message, proceed to Step


Policy.




7 Click Apply.
8 Click OK.



12 Click Apply.
13 Click OK.



the Security Policy tool. For details, see “Configuring your logon warning
message title and text,” on page 1398.
4 Click OK.


component to function properly, you must configure the following IP multicast
addresses:
to receive multicast data from Contact Center Manager Server; it is the
same as the IP multicast address on Contact Center Manager Server.
to send multicast data.


address is listed in the IP Multicast Group box. For information, see the Contact

transmission method that is enabled on the CCMA server” on page 1894.






in the network
between the Contact Center Manager Administration server and each server
in Contact Center Manager Server is multicast-enabled




specific network.
Administration.

data).


OR

OR
window.



11 Click OK.
ATTENTION
you need to reconfigure these settings manually.

to the client PC.



Time Reporting and Agent Desktop Display data to client PCs.
7 Click OK.
ATTENTION
(for example, after you install or upgrade Contact Center
Contact Center Manager Administration data, you need to


The step documents the procedures for the following tasks:

1. Configuring SMTP for Historical Reporting—This task is required to send
an e-mail notification to report recipients when the Historical Report
2. Configuring printers for Historical Reporting—This task is required to print
scheduled historical reports to a network printer.
Configuring SMTP for Historical Reporting

To use SMTP, you must install Internet Information Services (IIS) and
Microsoft Active Directory Application Mode on the Contact Center Manager

Manager.
computer).
Administration server tree is Default SMTP Virtual Server, then an SMTP
server is installed.

If an SMTP server is not installed, consult the Nortel Contact Center Manager

notifications.
Manager.
computer).
Result: The Default SMTP Virtual Server Properties window appears.


5 Click Advanced.
Result: The Advanced Delivery dialog box appears.

Domain names can only include alphanumeric characters, including
7 Click Check DNS to validate the name of the Domain Name Service
(DNS), and then click OK.
server.
9 Select the Attempt direct delivery before sending to smart host check
box.
10 Select the Perform reverse DNS lookup on incoming messages check
box.
11 Click OK to close the Advanced Delivery dialog box.
14 Clear the Basic authentication check box.
15 Select the Anonymous Access check box.
16 Click OK to close the Authentication window.
19 Click OK.
b. Click the Enable logging check box.


Configure printers for Historical Reporting

reports.

To configure printers to print scheduled historical reports, select one of the

following options:
Option 1: Configure the CCMA server to point to a network printer
Option 2: Configure a default network printer that uses the Contact Center
Option 3: Configure a network shared printer connected to a print server
other than the Contact Center Manager Administration server
scheduled reports wait in queue and get processed on a first-in, first-out basis.

Option 1: Configuring a network printer on the Contact Center

Administrator,
printer share name is HPLaser4, type the following command: net use lpt1
[\\printserv\HPLaser4] /USER:printserv\Administrator /PERSISTENT:YES
5 Press Enter.
7 Press Enter.
Result: If you entered the correct values, the following message appears:
LPT1 is used.) Click Start >Printers and Faxes.

10 Click Next.
check box.
13 Click Next.
15 Click Next.
17 Click Next.
19 Click Next.
22 Click Next.

25 Click Finish.
Result: The network printer is now configured as the default printer on the
step 5).

while logged on to the Contact Center Manager Administration server as
administrator, click Start > Run.
6 Press Enter.
successfully.”

The following procedure describes how to set up a network printer that uses the


TCP/IP protocol, or that use a Hewlett-Packard Jet Direct card.
3 Click Next.
selected.
check box.
6 Click Next.
7 Select Create a new port.
9 Click Next.
appears.
10 Click Next.
window appears.
11 Click Next.


name.
13 Click Next.
window appears.
14 Click Finish.
Result: The Install Printer Software window appears.
for your printer.
16 Click Next.
Next.
Result: The Printer Sharing Window appears.
19 Click Next.
21 Click Next.
23 Click Finish.

server
The following procedure describes how to set up a default network printer that is

If the print server is a UNIX computer, you must select an LPR port when
configuring the printer on the Contact Center Manager Administration server. If
You can install this utility from the Windows Server 2003 CD by clicking Start
> Control Panel > Add or Remove Programs > Add/Remove Windows
Components > Other Network File and Print Services. Click Details, and in the
resulting dialog box, select Print Services for Unix. Click OK to install the
utility. When the installation is complete, proceed with adding the default
printer.
3 Click Next.
selected.
check box.
6 Click Next.
7 Click Create a new port.
9 Click Next.
10 In the Name or address of server providing lpd box, type the Domain
Name Service (DNS) name or IP address of the print server.






To create this shared folder, select one of the following options:


reports.


organization.
steps:
Everyone.
name is reports, and you call the report agent, type \\appsrvr\reports\agent in the
Output box.

To enable users to access the saved report file, you must grant each user read
and delete access rights to this folder on the Contact Center Manager
Administration server (or alternately, create separate shared folders with read
and delete access for each applicable user). For information about configuring
user access privileges, see the Microsoft Windows Server 2003 documentation.

reports to a client PC:
Contact Center Scheduled

Manager Report Account
Administration (using iceAdmin
Server Password Steps required to export scheduled
Configuration Change Utility) report to client PC
1 CCMA on a iceAdmin 1 Create a local iceAdmin account on the

workgroup destination PC with the same password as
OR on the CCMA server.
CCMA on a 2 Grant Change and Read permissions to
network domain the iceAdmin account on the export folder
on the destination client PC.
2 CCMA on a Domain account 1 The destination client PC must be on the

network domain (that is, the CCMA same domain as the CCMA server.
server is set up for 2 Grant Change and Read permissions to
Domain account the CCMA scheduled report domain
for Scheduled account on the export folder of the
Reports) destination PC.
You can export scheduled reports to client PCs that are within the same domain
as the Contact Center Manager Administration server only.

Groups > Users.
folder
When iceAdmin password is changed on the Contact Center Manager
Administration server by the administrator, the iceAdmin password must
also be changed to the same password, as defined on the Contact Center
Manager Administration server, on the client PC.
steps:

For example, to export the Agent Performance report to a shared folder on the
client PC, where the client PC computer name is clientpc, the shared folder
name is reports, and the report is agent, type \\clientpc\reports\agent in the
Output box.

that you make to all original reports stored in shared folders on a network PC
with the copies stored on the Contact Center Manager Administration server.
However, because this can be a lengthy process (based on the number of

ATTENTION
When the Contact Center Manager Administration server is
part of a network domain, if the iceAdmin account does not
have access to the network directory and you schedule a
user-imported report to run, the system does not synchronize
the user-imported reports. To synchronize the affected user
imported reports, see the Contact Center Manager
Administration online Help or run the report ad hoc
whenever the original report template is modified on the
source network location.

imported reports
workgroup—If your server is part of a workgroup, then the network PC
must also be a member of the same workgroup or be a part of the Contact
Center Manager Administration server network domain. For information,
see “Creating a shared network folder (Contact Center Manager
Administration server part of a workgroup)” on page 1431.
network domain—If your server is part of a network domain, then the
network PC must also be a member of the same network domain.
Additionally, the directory security account of the server default Web site
must be set to the network domain account. For details, see “Setting the
directory security account of the server default Web site to the network
domain account” on page 1440. After you set the directory security account
of the server default Web site to the network domain account, you can
proceed to “Creating a shared network folder (Contact Center Manager
Administration server member of network domain),” on page 1440.


Guest account on the network PC. For information, see “Option 1: Sharing
the folder with read permissions for the Everyone account and enable Guest
with read permissions for the IUSR_SWC and iceAdmin accounts (these
accounts are used by the Contact Center Manager Administration server)”
on page 1435.
templates.




7 Select Everyone.
8 Select the Allow check box for Read. Ensure that all other check boxes are
clear.
9 Click Apply.
10 Click OK.
window.


Web site.


templates.
PC with the same passwords as those that are used on the Contact Center
Manager Administration server. Click Start > Control Panel >
Administrative Tools >Computer Management.
from the menu.

11 Click Create.


these accounts.




21 Click Add.

22 Click Advanced.
23 Click Find Now.
25 Click OK.
26 Select IUSR_SWC at the top of the Permissions dialog box, and then
ensure that the Allow check box is selected for Read.
27 Click Apply.
account.
dialog box.


6 Click Add.
or
8 Click OK.
computer).

from the menu.


15 Click Browse.

16 Click Advanced.
17 Click Locations.
19 Click Find Now.

then click OK.
Result: The Select User dialog box reappears with the network domain
21 Click OK.
network domain user account shown, except now the Password box is
empty.
23 Click OK.
28 Type iisreset.
29 Click OK.
Create a shared network folder



templates



8 Click Apply.
9 Click OK.
dialog box.


click OK.

procedure.
templates




9 Click Add.

10 Click Advanced.
11 Click Find Now.
13 Click OK.
14 Select the account, and then ensure that the Allow check box is selected
for Read.
15 Click OK.
dialog box.

Step 27. Configure Scripting




to the client PC.
also install and configure the Real-Time Reporting component on the Contact
Center Manager Administration server for Agent Desktop Display to function
properly.


in the RTR Configuration Tool. For more information, see Step
specific network.

check box.
agent is assigned.

Less than Level 1
OR
15 Click Save.


password (optional)
account password, proceed directly to Step 30. “Configure language support
(other than English)” on page 1463.
ATTENTION


procedure.



account.
OR


Account.
Change Utility to reset the domain account password if it is changed by the
administrator.
administrator.
password.
account password.
13 Click OK.
iceAdmin account.
14 Click OK.


than English)
If you work in English only across all platforms, you can proceed directly to
Step 31. “Install the XML Automated Assignments feature (optional)” on page
1483.


support:
regional time zone.

following tasks:
details, see “To edit the locales.dat file” on page 1469.


on page 1471.

details, see “To edit the locales.dat file” on page 1469.
on page 1471.
the language pack. For details, see “Prepare the server for installing a
language pack” on page 1473.
server. For details, see “To install a language pack” on page 1474.
Center Manager Administration server (only of you use the Contact Center

Manager Administration server as a client PC). For details, “Setting the

language preferences in Internet Explorer,” on page 1479.
ATTENTION
When installing and configuring the software on the

client PC, and server in Contact Center Manager Server belong to the Latin 1
language family and you install the French and German language packs on the
English and French.

client PC, and server in Contact Center Manager Server belong to the Japanese
language family and you install the Japanese language pack on the Contact
view Contact Center Manager Administration in Japanese or English by
changing the language preference settings in their browser. English is supported
in this environment for reasons outlined in “Language families and

client PC, and server in Contact Center Manager Server belong to the
Traditional Chinese language family and you install the Traditional Chinese
language pack on the Contact Center Manager Administration server, users in

the same contact center can view Contact Center Manager Administration in
Traditional Chinese or English by changing the language preference settings in
their browser. English is supported in this environment for reasons outlined in
“Language families and compatibility” on page 1467.
Co-resident servers

English.

Center Manager Administration only English operating systems only.
English
Japanese
Traditional Chinese



recognizes:
Latin 1 Includes all the Western European languages that use the Latin 1
Traditional Chinese This language has its own distinct multi-byte
Japanese This language has its own distinct multi-byte character set and,
Note: Although English belongs to the Latin 1 language family, the character
sets for English are included in all language families. Therefore, you can display
English on a system configured in any language family by changing the
language preferences in the Internet Explorer browser.




client PC, and server in Contact Center Manager Server belong to the same
language family, and you install the French and German language packs on the
English and French.


Because Japanese belongs to its own language family, you can view and enter
Japanese text in Contact Center Manager Administration only if you install
PCs.



Because Traditional Chinese belongs to its own language family, you can view
and enter Traditional Chinese text in Contact Center Manager Administration
only if you install Traditional Chinese operating systems on the Contact Center
Manager Server, the Contact Center Manager Administration server, and each
client PC. You must also configure the server in Contact Center Manager Server
to handle Traditional Chinese, install the Traditional Chinese language pack on
the Contact Center Manager Administration server, and configure the browser
language preferences for Traditional Chinese on both the Contact Center
Manager Administration server and client PCs.
view Contact Center Manager Administration in English or Traditional Chinese
by changing the browser settings on their PC.
Note: While it is possible to switch from Traditional Chinese to English and

vice-versa, it is not possible to switch from Traditional Chinese to Japanese
because these languages belong to different language families.

When installing language packs on Contact Center Manager Administration you
must ensure that the required language version of Windows Server 2003 is
installed.
To edit the locales.dat file


client PC, open Internet Explorer and log on to Contact Center - Manager.
Note: If you have not already logged on to Contact Center - Manager for
the first time, you must complete the steps in Chapter 4, “Configuring the
client PC and agent workstations” before completing the steps in this
procedure.
2 In the browser address box, type http://<localhost>/locales.asp where
3 Press Enter.
4 Click Browse to navigate to the c:\sybase\locales\locales.dat file, where



because all of these languages are displayed properly with the Regional Settings
set to the default language, English.
You must insert the operating system CD in the server before performing this
procedure.
Result: The Regional and Language Options window appears.


Result: The Languages tab appears.
3 In the Supplemental language support section, click the check box

beside Install files for East Asian languages.
4 On the Regional Options tab, from the box in the Standards and formats
section, choose the appropriate locale:
Options window.

For Traditional Chinese and Japanese, you need to ensure that the required
Service Updates are on the Contact Center Manager Server. For details about
how to install Service Updates, refer to the Contact Center Manager Server
The following Service Updates must be installed on the Contact Center Manager
Server:

the Contact Center Manager Administration software and all required third-
party software (especially Sybase Open Client version 12.5) is installed.
you install required language version of Windows Server 2003 Enterprise
Edition or Standard Edition for the language packs that you wish to install.
For example:
there are at least 225 megabytes (MB) of free disk space on the Contact


French
German
Japanese
Traditional Chinese

have chosen.
Administration software. For more information, see “To uninstall a language




from the CD-ROM.
appears.
4 Click Next.

6 In this folder, click the .exe file for language pack that you want to install.
For example, to install the Japanese language pack, navigate to the
Language Packs/Japanese Language Pack folder, and then click the
Japanese language pack.exe file.
Result: The path to the correct language pack .exe file appears in the
Open box.
7 Click Finish.

8 Click Next.
9 Click Install.
Language Pack window appears (where X is the language you have
chosen).

10 The program copies and installs the required files. When it is finished, the
InstallShield Wizard Completed window appears.
11 Click Finish.
Tip: To view the language packs that you install on the server, click Start >
Control Panel > Add or Remove Programs. The Add or Remove Programs
window lists the language packs installed on the server and their version
numbers.
Setting the language preferences in Internet Explorer

If you did not install and configure a client PC, you must complete the steps in
Chapter 4, “Configuring the client PC and agent workstations” before
completing the steps in this procedure.


page 267.

2 Click Languages.
Result: The Language Preferences window appears.
Japanese [ja]
4 If the language does not appear in the box, then you must add it as follows:
a. Click Add.
Result: The Add Language window appears.
b. From the list of languages, click the appropriate language, and then
click OK.
Result: The language now appears in the Language Preferences
window.
5 In the Language box, click the appropriate language.


To uninstall a language pack

Note: After you install a language pack, if you subsequently want to uninstall
the Contact Center Manager Administration software, you must uninstall the
2 In the Add or Remove Programs window, select the language pack that you
want to uninstall.
3 Click Remove.
4 The program asks you to confirm your choice. Click Yes.
5 The program removes the language pack from the Contact Center


XML file.
Management component. If you do not want to install this feature, the
installation and configuration of Contact Center Manager Administration is
complete. You can proceed to Step 32. “Copy latest user guides to the CCMA

To install the XML Automated Assignments feature

folder of the DVD.
4 In this folder, double-click the file Symposium Web Client Automated

5 Click Next.
Next.

that it cannot parse due to error, or accept the default folders shown. Then
click Next.
8 Click Install to install the program with the settings you have chosen (click
Back to change any of the settings).


server


information.

available.


Whats New Guide.pdf
HRDD.pdf
Note: You must download Adobe Acrobat Reader on the client PCs to launch
the guides from the Contact Center Manager Administration server.

Step 33. Other postmigration tasks

Configure the NMS.
For more information, see Chapter 15, “Working with CCMA events.”.


Section D: Restoring CCMA data to

target server
In this section
Step 34. Restore CCMA data to the target server 1490

Step 34. Restore CCMA data to the target

server
To restore data in the event of a server failure or to revert to a previous snapshot

of Contact Center Manager Administration data, you can choose one of the
following options:
Option 1—Restoring data using the Nortel Backup and Restore
utility—For information, see “Option 1: Restoring Contact Center
Manager Administration data with the Nortel Backup and Restore utility”
on page 1491.
Option 2—Restoring data using the Windows Backup Tool—For
information, see “Option 2: Restoring data files using the Windows Backup
tool” on page 1497.
Option 3—Restoring data by manually restoring files—For
information, see “Option 3: Restoring files by manually restoring files,” on
page 1500.
Option 4—Restoring data using a third-party tool such as Veritas
Backup 9.1—For information, see“Option 4: Restoring files using the
Veritas Backup Exec 9.1 tool” on page 1501.
ATTENTION
When restoring Contact Center Manager Administration
data, you must restore data that was backed up from the
same release and version of the software as that which is
currently installed on the Contact Center Manager
Administration server. For example, if your Contact Center
Manager Administration server currently contains Contact
Center Manager Administration Release 6.0, then you can
only restore a backup of Release 6.0 data onto this server.
You cannot restore data from previous Service Updates. If
you restore data backed up on previous versions, you
corrupt your server.

You can use the instructions in this section to restore Contact Center Manager
Administration data from a primary server and restore the same data to a new
Contact Center Manager Administration server. You can use this procedures in
this section to:
recover from a system failure if your Contact Center Manager
Administration server fails completely (for example, due to serious
hardware failure)
restore data to the replicating server if you have a failure on your primary
server
restore Contact Center Manager Administration data onto the same server
from which it was backed up (for example, to roll back erroneous data or
recover from a data loss issue)
restore Contact Center Manager Administration data to a new server if you
perform a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with

the Nortel Backup and Restore utility
When you back up Contact Center Manager Administration data with the Nortel
Backup and Restore utility, it creates a single file with the default name of
Restore.bkf. If you need to restore the Contact Center Manager Administration
data to its original state when you backed up the files, you can open the utility
and navigate to this file.

Restoring data with the Nortel Backup and Restore utility
ATTENTION
If you restore data on a server that does not have
replication enabled, you must shut down the
SymposiumWC service before starting the restoration
procedure.
NETWORK SERVICE). If you do not maintain permission
properties, the SymposiumWC service does not start.
Configuration.


5 Click Restore Files.

Result: The Windows Backup utility starts.

6 Click the Restore and Manage Media tab.
7 In the left pane, select the most recent backup file (or the file containing the
data that you want to restore, if not the most recent file).
8 Expand this file fully by clicking the plus sign (+) beside it. The file name
expands to reveal a series of files.
9 Select the check boxes for each file to restore. To select all files, select the
check box beside the parent file name.
When you restore data on a server on which ADAM replication is enabled,
you must not restore any ADAM-specific data because you overwrite the
replicated data. If you did not clear the two locations C:\Program
Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM when
you performed a backup, you must clear these files from the list of files to
be restored so that they are not restored to the replicating server. When
you clear these files, a gray check mark remains beside them, indicating
that they are not going to be restored, as shown in the figure Restore and
Manage Media.
10 Ensure that the option to always replace the files on the computer is
selected.
11 Ensure that Original location appears in the Restore files to list.


Result: The system restores the files.
If you did not stop the SymposiumWC service prior to the restore, you must
restart your computer when prompted.
13 Update the url that refers to the Contact Center Manager Administration
server on all client PCs.
14 If your registry settings are unchanged, go to step 25.
OR
If you restore to a new server, or if your registry settings are corrupted or
overwritten, you need to manually reconfigure your Real-Time Reporting
and Emergency Help configuration settings. These settings must be the
same as they were prior to the data restoration.
16 In the left pane, click on the Real-Time Reporting folder.
17 In the right pane, click RTR Registry Settings icon.
18 Reenter all settings in the RTR Registry Settings dialog box that you
noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on
page 1286.
19 Click OK.
20 In the left pane of the Configuration window, click on the Emergency
Help folder.
pane,
21 Click on Emergency Help Registry Settings icon.
22 Reenter all settings in the Emergency Help Registry Settings dialog box
that you noted in Step 5. “Back up Real-Time Reporting and Emergency
Help” on page 1286.

23 Click OK.
You must now reactivate historical reports and scheduled events.
25 Launch the Historical Reporting component in Contact Center Manager
Administration.
26 In the scheduled events window, select all the scheduled assignments.
27 Click Activate.
28 Launch the Contact Center Management component in Contact Center
30 If you have Network Control Center (NCC), go to the Configuration
component of Contact Center Manager Administration and reactivate
all routing table scheduled assignments.
31 Restart the SymposiumWC service.

Option 2: Restoring data files using the Windows Backup tool

As of the date of publication of this guide, you can find this documentation at
www.microsoft.com.
ATTENTION
procedure.
Result: The Restore and Manage media window appears.
Result: The Options window appears.
6 Select Always replace the file on my computer.
When using the Windows Backup Tool to restore the Contact Center
Manager Administration data files, it is very important that you select the
option to always replace the files on the computer. As of the time of
publication, you can select this option in the Restore tab of the Options
window (accessible from the Tools menu), or when you use the Restore
Wizard in the Advanced Options “How To Restore” page.

7 Click Apply.
8 Click OK.
Result: The Restore and Manage Media window reappears with the text “If
files exist: Always replace” appearing in the lower part of the window.
9 In the left pane, browse to the backup file (.bkf) that you want to restore.
When you restore data on a server on which ADAM replication was
enabled, you must not restore any ADAM-specific data because you
overwrite the replicated data. If you did not clear the two locations
C:\Program Files\Microsoft ADAM\SymposiumWC\ and
C:\WINDOWS\ADAM when you performed a backup, you must clear these
files from the list of files to be restored so that they are not restored
replicating server. When you clear these files, a gray check mark remains
beside them, indicating that they are not going to be restored.
If the Contact Center Manager Administration server is not running in a
replication environment, an authoritative restore is not required. However, if
the Contact Center Manager Administration server is running in a
replication environment, an authoritative restore may be required. For more
information about authoritative restoration, see the Microsoft ADAM online
Help.
Result: The Confirm Restore window appears.
11 Click OK.
Result: The Restore Progress window appears and informs you when the
restore process is complete.
14 If you configured your Real-Time Reporting and Emergency Help settings
to match the settings prior to data restoration, go to step26.
OR
If not, you must manually reconfigure your Real-Time Reporting and
Emergency Help configuration settings. These settings must the same as
they were prior to the data restoration.

18 Reenter all settings in the RTR Registry Settings dialog box that you
noted in Step 5. “Back up Real-Time Reporting and Emergency Help” on
page 1286.
19 Click OK.
Help folder.
21 The Emergency Help Registry Settings icon appears in the right pane,
23 Reenter all settings in the Emergency Help Registry Settings dialog box
that you noted in Step 5. “Back up Real-Time Reporting and Emergency
Help” on page 1286.
24 Click OK.
You must now reactivate historical reports and scheduled events.
26 Launch the Historical Reporting component in Contact Center Manager
Administration.
27 In the scheduled events window, select all the scheduled assignments.
28 Click Activate.
29 Launch the Contact Center Management component in Contact Center
component of Contact Center Manager Administration and reactivate all
routing table scheduled assignments.

Option 3: Restoring files by manually restoring files

Restore the files in the following list of folders from your backup file location or
tape drive.
ATTENTION
procedure.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\

Historical\data
Networks\WClient\Apps\Reporting\Historical\rpt\
<x>:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
<x>:\Program Files\Microsoft ADAM\instance1\

Option 4: Restoring files using the Veritas Backup Exec 9.1 tool
ATTENTION
system rebuild.
Contact Center Manager Administration data. There are several other third-party
tools that can perform a similar function; choose the tool that best suits your
organization.
If you use Veritas to restore Contact Center Manager Administration data, you
You must ensure that Restore over existing files is selected in the general
properties for the restore job. For more information, consult the Veritas
application online Help.
10 000, which is also the default port used by the Contact Center Manager
port that it uses to another port number of your choice (you cannot change
the Contact Center Manager Administration Toolkit NameService port
number). When changing the port number, you must first investigate the
conflict between any of these products. For a list of ports used by Contact
Center Manager Administration, see the Contact Center Manager


Shadow Copy Components, as well as any hard drive components (Contact
Center Manager Administration folders).
When you restore the Contact Center Manager Administration ADAM files
(Shadow Copy Components), the SymposiumWC service is stopped
automatically. You must manually restart the service after the restoration is
complete.
After you restore your data, you must perform the following tasks:
Manually reconfigure your Real-Time Reporting and Emergency Help
configuration settings. These settings must the same as they were prior to
the data restoration.
Reactivate scheduled assignments. Launch the Historical Reporting
component in Contact Center Manager Administration. In the scheduled
events window, select all scheduled assignments and click Activate.
Launch the Contact Center Management component in Contact Center
Manager Administration. Open each scheduled assignment and reactivate.
If you have Network Control Center (NCC), go to the Configuration
www.veritas.com.

Section E: Postmigration tasks
In this section
Step 35. Revert to source server computer name or change name 1504
Step 36. Ensure the CCMA computer name is correct on client PCs 1514

Step 35. Revert to source server computer

name or change name
This step is required only to change the computer name after installation. For
example, after you install the application on the target server, you may want to
revert to the computer name of source server. If you do not want to change the
computer name after installation, you can skip this step and proceed directly to
Step 36. “Ensure the CCMA computer name is correct on client PCs” on page
1514.
server after installation, you need perform postchange tasks to successfully
connect to a Contact Center Manager Administration server with a new name.
or stand-alone. Refer to the appropriate scenario for a list of the required tasks.

function properly:
ATTENTION
information about updating the DNS or the HOSTS table, see
the Contact Center Manager Administration Technical

1. If you install SU04 or later, this task is not required. An administrator or

such as Configuration. For details about how to reset the SOAP files to
reflect the new computer name, see “Running the ChangeSOAPSrv utility”
on page 1506.
computer name. For details, see “Resetting the IUSR_SWC account to
reflect a new computer name” on page 1506.
iceAdmin PasswordChange utility. For details, see “Resetting the
iceAdmin password after a CCMA server name change” on page 1511.

Contact Center Manager Administration function properly:
ATTENTION

2. If you install SU04 or later, this task is not required. An administrator or

you are not able to work with the components that require SOAP
functionality, such as Configuration.
computer name.
iceAdmin PasswordChange utility. For details, see “Resetting the
iceAdmin password after a CCMA server name change” on page 1511.

ChangeSOAPSrv utility, perform this procedure. If you install SU04 or later,
this procedure is not applicable.
1 Note the path that appears in the pop-up message. If you close the
prompt and navigate to the directory C:\Program Files\Nortel
Networks\WClient\Apps\Supportutil, where C: is the drive on which
in the pop-up message): ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<computer name> where
<computer name> is the name of the server, or the Fully Qualified Domain
Name, if this is what you use as the Contact Center Manager
Administration default URL (for example, <computername>.<domain
name>.com).
4 Press Enter.
5 Try launching and working with the same Contact Center Manager
Administration component again (for example, Configuration).


computer).


7 Click Browse.
8 Click Advanced.

9 Click Find Now.


click OK.
11 Click OK.

13 Click OK.
Resetting the iceAdmin password after a CCMA server name change




OR
Account.

changes it.
password.
account password.
14 Click OK.
iceAdmin account.
15 Click OK.

Step 36. Ensure the CCMA computer name is

correct on client PCs
When you migrate to a new server, you must ensure that the computer name of
the Contact Center Manager Administration server is correct on each client PC.


(optional)
You must install the .NET Framework version 1.1 and .NET service pack 1 on
that Contact Center Manager Administration administers. For details about
installing the Contact Center Multimedia server, see the Nortel Contact Center
Multimedia Installation and Maintenance Guide. For details about adding the
Contact Center Multimedia server to the list of servers administered by Contact
Center Manager Administration using the Configuration component, see the
Nortel Contact Center Manager Administrator’s Guide.


check to see if the correct version of the .NET Framework version is installed.

6 Click Close.

Pack 1.

Part 3
Maintaining Contact Center
Release 6.0

Chapter 12
Uninstalling and reinstalling the

server software
In this chapter
Section A: Uninstalling and reinstalling CCMA 1521
Section B: Uninstalling Agent Desktop Displays 1589

Uninstalling and reinstalling the server software Standard 10.15

December 2007 Uninstalling and reinstalling the server software
Section A: Uninstalling and reinstalling

CCMA
In this section
Overview 1522
Uninstalling Contact Center Manager Administration 1523
Uninstalling the XML Automated Assignments feature 1528
Uninstalling Crystal Enterprise 10 Embedded 1529
Uninstalling Sybase Open Client 1531
Reinstalling Contact Center Manager Administration 1533
Scenarios for reinstalling Contact Center Manager Administration 1534

Overview
This section details how to uninstall and reinstall the Contact Center Manager
Administration software. It also details how to uninstall:
the XML Automated Assignments feature
the Sybase Open Client software
When you uninstall Contact Center Manager Administration and third-party

software (Sybase and Crystal Enterprise 10 Embedded), it is important that you
uninstall the software in the reverse order that you installed it. Therefore, the
correct order for uninstalling the software is:
1. Uninstall Contact Center Manager Administration software.
2. Uninstall Crystal Enterprise 10 Embedded software.
3. Uninstall Sybase software (for stand-alone Contact Center Manager
Administration configurations only).
ATTENTION
Before you can uninstall Contact Center Manager
Administration, you must uninstall all language packs that
you install on the Contact Center Manager Administration
server. To verify whether you installed any language packs,
click Start > Control Panel > Add or Remove Programs. All
installed language packs are listed separately in the Add or
Remove programs window. For more information about
uninstalling language packs, see “Uninstalling a language

Uninstalling Contact Center Manager

Administration
You can uninstall the entire Contact Center Manager Administration application
by using the Windows Add or Remove Programs feature.

When you uninstall Contact Center Manager Administration, the system

prompts you to preserve user data. If you select Yes to preserve user data, then,
during the reinstallation of Contact Center Manager Administration, the system
detects the preserved user data and prompts you to restore the data. The
estimated time to complete this is 15 minutes.

LOSS OF DATA
In Windows Server 2003, when you uninstall Contact Center

.
Manager Administration, you are asked if you want to preserve
customer data. If you choose not to preserve customer data, all
of your customer data on that server, such as server
information, partitions, and so on, is lost. If you choose to
preserve customer data, you still lose certain data that is stored
outside of Active Directory Application Mode (ADAM). For
this reason, you need to back up all files that are not stored in
ADAM, such as historical report data, real-time display
snapshots, Emergency Help snapshots, schedule data, Report
Creation Wizard database, Report Creation Wizard reporting
data. For details about backing up data files, see Chapter 14,
“Resiliency (backup, restore, and disaster recovery).”
When you reinstall Contact Center Manager Administration, the system asks if
you want to use the preserved customer data. To preserve customer data, you
must click Yes and reinstall the same version of Contact Center Manager
Administration with the same Service Update.
Uninstall Contact Center Manager Administration from the Contact

Before you uninstall Contact Center Manager Administration, note the directory
in which it is currently installed (the default directory is C:\Program Files\Nortel
Networks\WClient, but it may be installed in a custom location). You must
know this directory when you reinstall the software.
ATTENTION
When you reinstall Contact Center Manager Administration
on a Contact Center Manager Administration server that is
running this operating system, you must install the software
in the same directory in which it was originally installed, or
errors occur.

1 Click Start > Control Panel.

Result: The Control Panel window appears.
2 Double-click the Add or Remove Programs icon.
3 Select Contact Center Manager Administration from the list of installed
programs.
4 Click Change.
Result: The Contact Center Manager Administration Setup window
appears.
5 Click Next.
Result: The Program Maintenance window appears indicating the Contact
Center Manager Administration is removed from your computer.
6 Click Next.
7 The Would you like to preserve customer data? window appears.
ATTENTION
In Windows Server 2003, if you click No, you uninstall ADAM
along with Contact Center Manager Administration; if you click
Yes to keep customer data, then you uninstall Contact Center
Manager Administration, but you leave ADAM intact.
8 To preserve your data, click Yes. The system copies your file to the
following temporary directory: x:\Documents and
Settings\Administrator\Local Settings\Temp\WClient where x is the
drive in which the operating system is installed. Proceed to step 13.
OR
To delete all data, click No.
Result: The Remove the Program window appears.

If you install Service Updates or Service Update Supplements on your

server, these patches are listed in the Remove the Program window. The
system removes these patches before removing the Contact Center
9 Click Remove
Result: The Active Directory Mode Removal Wizard dialog box appears
10 Click Yes to remove ADAM and delete all data.

Result: The following window appears, notifying you that the system
uninstalls ADAM if you choose to proceed.
11 Click Yes to remove ADAM and delete all data.

Result: A window appears, notifying you that the system successfully
deleted ADAM.
12 Click Close to continue uninstalling Contact Center Manager
Administration.
Result: The Remove the Program window appears.
If you install Service Updates or Service Update Supplements on the
server, then this window lists them. The system removes these patches
before removing the Contact Center Manager Administration software.
13 Click Remove.
Result: The system uninstalls Contact Center Manager Administration.
After the software is uninstalled, the Completing the Contact Center

14 Click Finish.
window appears, indicating that you need to restart the Contact Center
Manager Administration server for your changes to take effect.
Uninstallation of Contact Center Manager Administration does not
automatically uninstall Active Directory.
Uninstalling Active Directory Application Mode

If Windows Server 2003 is installed on the server, when you uninstall Contact
Center Manager Administration, you can choose to uninstall Active Directory
Application Mode (ADAM), or keep it on the application server.
Customer data is preserved

If you choose to preserve customer data, Contact Center Manager
Administration only is uninstalled. When you reinstall Contact Center Manager
Administration, you must use the preserved customer data. When the system
installs Contact Center Manager Administration, it uses the version of ADAM
that is installed.
Customer data is not preserved

If you choose not to preserve customer data, Contact Center Manager
Administration and ADAM is uninstalled. When you reinstall Contact Center
Manager Administration, the system asks if you want to use the preserved
customer data. Click No. The system uninstalls ADAM from the application
server, and then reinstalls ADAM with Contact Center Manager Administration.
If Windows Server 2003 Service Pack 2 is installed on the server and you do not
preserve customer data, you must uninstall ADAM Service Pack 1 before you
can uninstall Contact Center Manager Administration and ADAM. For more
information, see “SU04 and Windows Server 2003 Service Pack 2” on page
1619.
For more information about uninstalling Contact Center Manager

Administration, see “Uninstalling Contact Center Manager Administration” on
page 1523.

Uninstalling the XML Automated Assignments

feature
To uninstall this feature, open the Windows Add or Remove Programs window,
select the XML Automated Assignments feature, and then click Remove.
Follow the prompts in the wizard to remove the software.

www.nortel.com/developer. General information on the Developer Program,

Uninstalling Crystal Enterprise 10 Embedded

Uninstalling Crystal Enterprise 10 Embedded

2 Select Crystal Enterprise 10 Embedded from the list of currently installed
programs.

3 Click Remove.
Result: The Add or Remove Programs dialog box appears, asking you if
you are sure that you want to remove Crystal Enterprise 10 Embedded
from your computer.
4 Click Yes.
Result: The system removes Crystal Enterprise 10 Embedded from your
computer.

Uninstalling Sybase Open Client
ATTENTION
co-resident server, you cannot uninstall Sybase Open Client
because it has a negative impact on the other co-resident
software applications, particularly Contact Center Manager
Server. You can uninstall Sybase Open Client only if
Contact Center Manager Administration is installed on a
stand-alone server.
Complete the following procedure to uninstall the Sybase Open Client software
from the Contact Center Manager Administration server. For example, because
only, if the Contact Center Manager Administration server has a version of
Sybase installed that is newer than version 12.5, you must uninstall it completely
before you install version 12.5.
Note: Contact Center Manager Administration does not function without Sybase
Open Client; therefore, if you uninstall the software, you must reinstall Sybase
Open Client 12.5 before you can work with Contact Center Manager
Administration.
Uninstalling Sybase Open Client

Before you perform this procedure, you must close all open applications and
stop the IIS Admin service (this also stops the FTP Publishing Service,
Microsoft SMTP Service, and World Wide Web Publishing Service). To stop
the service, click Start > Administrative Tools > Services. Select the service you
want to stop, and then click Stop. After you reinstall Sybase Open Client, you
must restart the Contact Center Manager Administration server, and then ensure
that this service is restarted.
1 Log on to the Contact Center Manager Administration server with the Local
Administrator user ID.
2 Click Start > All Programs > Sybase > Uninstall.

3 The Uninstall window appears. Do not close this window.

Result: The system starts uninstalling the software, and then the following
Information window appears:
4 Click Yes.
Result: The system uninstalls the software.
Reinstalling Sybase Open Client 12.5

After you reinstall the software, you must restart the Contact Center Manager
Administration server. When the server restarts, ensure that the IIS service is
running (if it is not running, then you must restart it manually), and that you can
access the Contact Center Manager Administration default Web page.

Reinstalling Contact Center Manager

Administration
When you uninstall Contact Center Manager Administration from a server that
is running Windows Server 2003, the system asks you if you want to preserve
customer data. If you click No, the system uninstalls application server data
from the Contact Center Manager Administration server; if you click Yes, the
system uninstalls Contact Center Manager Administration, but leaves
application server data intact on the Contact Center Manager Administration
server.
When you reinstall Contact Center Manager Administration, the system asks if
you want to use the preserved customer data. To preserve customer data, you
must click Yes and reinstall the same version of Contact Center Manager
Administration with the same Service Update.
ATTENTION
When you have a Windows Server 2003 operating system
and you reinstall Contact Center Manager Administration
on the server, you must reinstall it in the same directory in
which you originally installed it or errors occur (the default
directory is C:\Program Files\Nortel Networks\WClient).

Scenarios for reinstalling Contact Center

Before you reinstall the software, choose the appropriate scenario from the
following list, and then follow the applicable procedure:
You reinstall the software, you do not want to use preserved customer data,
and you want to enable ADAM replication. Complete the following
procedure “Reinstalling Contact Center Manager Administration (without
using preserved customer data but enabling replication)”.
You reinstall the software, you do not want to use preserved customer data,
and you do not want to enable ADAM replication. Follow the procedure
“Reinstalling Contact Center Manager Administration (without using
preserved customer data and without enabling replication)” on page 1560.
You reinstall the software and you want to use preserved customer data.
You must reinstall the same version of the software with the same Service
Update as was previously installed on the Contact Center Manager
Administration server with the preserved customer data. Follow the
procedure “Reinstalling Contact Center Manager Administration (using
preserved customer data)” on page 1575.
Reinstalling Contact Center Manager Administration (without using

preserved customer data but enabling replication)
Complete the following procedure to reinstall Contact Center Manager
Administration when you do not want to use preserved customer data and you
want to enable ADAM replication. During this procedure, the program
uninstalls ADAM from the server (and then reinstalls it).


4 Click CD or Floppy to indicate that you want to install Contact Center
Manager Administration from the DVD-ROM.
appears.
5 Click Next.
appears by default in the Open box, where D: is the DVD-ROM drive.

6 Click Next.
Result: The Contact Center Manager Administration Setup Wizard window
appears.
7 Click Next.
Result: The system prompts you to restore customer data.
8 To not restore previously saved data, click No.

Result: The system uninstalls Active Directory Application Mode from the
Contact Center Manager Administration server, and then reinstalls ADAM
OR

To restore previously saved data, click Yes.

Result: The system installs Contact Center Manager Administration and
uses the version of ADAM that was installed and saved with the preserved
customer data.
9 Click Next.
Result: The replication selection dialog box appears. Choose whether you
want to replicate ADAM. If you perform this reinstallation procedure, it is
because you want to replicate an existing instance of ADAM.
10 Click Yes.
Result: A warning message appears, notifying you that the existing ADAM
instance is removed from the Contact Center Manager Administration
server.

11 Click Yes.
Result: Another warning message appears, notifying you that the system
removes the ADAM configuration set from the Contact Center Manager
Administration server. A configuration set is a group of ADAM instances
that share the same configuration and schema. For example, when you
replicate Contact Center Manager Administration ADAM instances, they all
belong to the same configuration set.
12 Click Yes.
Result: The Active Directory Application Mode Removal Wizard appears
and the system uninstalls ADAM.
After the system uninstalls ADAM, the following dialog box appears.

13 Click Close.
Result: The Welcome window for the ADAM setup wizard appears.
14 Click Next.
Result: The ADAM license agreement appears.

Result: The Installation Options dialog box appears.
16 Ensure that the default value, ADAM and ADAM administration tools, is
selected, and then click Next.
Result: The Setup Options dialog box appears.

17 Select the A replica of an existing instance option, and then click Next.
Result: The Instance Name dialog box appears.
18 In the Instance name box, type SymposiumWC, and then click Next.
This is the name by which this instance of ADAM is identified. For proper
replication of Contact Center Manager Administration data, you must type
SymposiumWC.
Result: The Ports dialog box appears.

Based on the server configuration, the default values in the Ports dialog
box vary, as follows:
in this window.
19 Before accepting the default values in the Ports dialog box, check with your
administrator to ensure that no other applications use these ports. If these
ports are in use, ask your administrator to recommend new port numbers
and type them in the boxes provided.
20 Click Next.
Result: The Joining a Configuration Set dialog box appears.
21 In the Server box, type the name of the Contact Center Manager
Administration server containing the ADAM instance with which you want to
replicate.
22 If you do not know the name of the computer, click Browse to locate the
computer. Otherwise skip to step 29.
Result: The Select Computer dialog box appears.
23 In the Select this object type box, ensure that Computer appears.
OR
If it does not appear, click Object Types and select Computer.

24 In the From this location box, ensure that your domain controller appears.
OR
If it does not appear, click Locations to select it.
25 Click Advanced.
26 Click Find Now.
Result: A list of available computers appears.
27 From the list of computers, select the Contact Center Manager
Administration server containing the ADAM instance with which you want to
replicate your ADAM instance, and then click OK.
Result: The Select Computer dialog box reappears.
28 Click OK to return to the Joining a Configuration Set dialog box.
29 In the LDAP Port box, type the port number on the remote server that the
ADAM instance uses to communicate, and then click Next.
You must type the correct computer name and port number. If you type
incorrect information in this window, an error message appears.
Result: The Administrative Credentials for the Configuration Set dialog box
appears. A configuration set is a group of ADAM instances that share the
same configuration and schema. For example, when you replicate Contact
Center Manager Administration ADAM instances, they all belong to the
same configuration set.

30 Select the This account option.

You must select an administrative user before you can add this remote
ADAM instance into the existing configuration set. The domain user you
select must already exist on the domain controller and must be a member
of both the Administrators group and the Replicator group.This user must
also be configured to run as a service.
31 In the User name box, enter the domain name followed by the user name
in the format <domain name>\<user name>. In this example, the domain
name is APPTEST2, and the username is DomainUserX.
32 In the Password box, type the password for this user account, and then
click Next.
Result: The system confirms the existence of the other ADAM instance on
the server you indicated, and confirms the port number and user
credentials you typed, and then the Copying Application Directory
Partitions dialog box appears.
The directory partitions that exist in the other ADAM instance appear in the
Available partitions box. All Contact Center Manager
Administration-specific ADAM instances have the
DC=nortelnetworks,DC=COM partition. (If this partition does not appear,
then this ADAM instance contains no Contact Center Manager
Administration-specific data and you cannot replicate this instance.)
33 In the Available partitions box, select the partition
DC=Nortelnetworks,DC=COM.

34 Click Add to move the partition to the Partitions to copy box.

35 Click Next.
Result: The File Locations dialog box appears. This dialog box displays the
location where ADAM-specific files reside on the Contact Center Manager
36 Accept the default values, and then click Next.

Result: The Service Account Selection dialog box appears.

In this dialog box, you can select the service account requirements of the
ADAM instance that you create on the Contact Center Manager
Administration server. Because ADAM runs as a service on the server, it
requires a service account. ADAM service account requirements depend
on the Windows workgroup or domain environment in which you install
ADAM, and the options in this window vary based on your configuration. In
this example, ADAM is installed as a Windows Server 2003 member server
in a Windows 2000 domain, so the Network service account option is
selected.
37 Select the service account option that best suits your network configuration,
The values shown in this procedure are sample values that you can choose
only if the Contact Center Manager Administration server is a Windows
Server 2003 member server in a Windows 2000 domain. However, there
are other possible configurations for which these values do not work.
Therefore, you must choose the appropriate values based on your specific
network configuration. See “Active Directory Application Mode and service
accounts” on page 1634 and the Microsoft documentation for more
information.
Result: The ADAM Administrators dialog box appears. In this dialog box,
you specify an account or group that can be used to administer this ADAM
instance.

38 Ensure that This account is selected, and then click Browse to locate the
account on the local PC.
Result: The Select User or Group dialog box appears.
39 In the From this location box, ensure that the local computer name
appears (the computer on which you install ADAM).
OR
If the Contact Center Manager Administration server name does not
appear, click Locations and browse to the correct computer name.
40 Click Advanced.
Result: The Select User or Group dialog box expands.
41 In the Select this object type box, ensure that User, Group, or Built-in
security principal appears.
OR
If it does not appear, click Object Types and locate it.

42 Click Find Now.

Result: The list of all the user accounts, groups, and security principals
configured on the server appears.
43 From the list of user accounts and groups, select the Administrators
group, and then click OK.
Ensure that you click the Administrators (plural) group, as shown in the
preceding figure. Groups are denoted by the double-head icon, while users
are only single heads.
Result: The Select User or Group dialog box reappears, with the
Administrators group shown at the bottom.
44 Confirm that you selected the correct group (Administrators), and that it is
on the local computer, and then click OK.
Result: The ADAM Administrators dialog box reappears with the
Administrators group shown at the bottom.

45 Click Next.
46 Confirm the installation components, and then click Next.

Result: The Completed dialog box appears, notifying you that ADAM is
successfully installed.
47 Click Finish.


information.

50 Click Next.
Result: The Soap Configuration Parameters dialog box appears.
longer applicable.
OR
than 24 characters.

page 267.

52 Click Next.
suits your company needs, see “Web sites and virtual directories,” on page
2178.
Select the Default option, and then proceed directly to step 56
ATTENTION
Nortel recommends that you click Default, reserving the
Contact Center Manager Administration server solely for
the use of Contact Center Manager Administration for
optimum performance.
OR
54 Click Next.
default name.

55 To change the name, type a new name. Do not use underscores (_) in the
virtual directory name.
The name you choose is the name of the folder in the Default Web Site tree
in IIS. To see a sample of Contact Center Manager Administration as a
virtual directory and as a default Web site, see “Web sites and virtual
directories,” on page 2178.
56 Click Next.
Change. Otherwise, click Next.

When you have the Windows Server 2003 operating system, and you
reinstall Contact Center Manager Administration on the server, you must
reinstall it in the same directory in which it was originally installed or errors
occur. Therefore, only change this default directory if it is to match the
custom directory in which the software was originally installed.

58 Click Next.
Result: The Installing Contact Center Manager Administration dialog box
appears.


61 If the installation does not proceed, click Ignore. The installation proceeds.
Result: After the program installs the first series of files, the iceAdmin
Password Change dialog box appears, prompting you to type a custom
password for the iceAdmin user account. This user account has full
administrative privileges and is required for proper Contact Center
Manager Administration functionality.
62 In the Old Password box, type the old password for the iceAdmin user
account.
You must type the old password if you reinstall Contact Center Manager
Administration and you chose to preserve customer data when you
uninstalled the original software. If you forget or misplace the old password,
then you must manually reset it before you can continue installing Contact
Center Manager Administration. Without halting this installation, perform
steps 1 to 7 in “Resetting the iceAdmin password in Windows” on page
1864, and then return to this step to continue the installation. Use the
password that you supply during the reset procedure as the old password
in this step.
account.


OR
Account.
administrator.
administrator.
password.
account password.

70 Click OK.
iceAdmin account.
71 Click OK.
installing the Crystal Reports templates. When it is finished installing the
templates, the Welcome to the InstallShield Wizard for ServerSoapInstall
window appears.
Sometimes the window does not appear; instead, the system automatically
starts installing the Simple Object Access Protocol (SOAP) files. In this
case, proceed to step 72.

Result: After the system has installed the required SOAP components, the
ADAMSchema dialog box appears.
73 The system installs the ADAM schema.

Wizard dialog box appears.


dialog box appears.

Result: This instance of ADAM now has all existing data that resides in the
ADAM instance with which it is replicated. From this point on, replication
works both ways, with each computer sharing its ADAM data with the other
computer.
Reinstalling Contact Center Manager Administration (without using

preserved customer data and without enabling replication)
Follow this procedure to reinstall Contact Center Manager Administration if you
choose not to use preserved customer data and not to enable ADAM replication.
The installation program removes ADAM from the Contact Center Manager


appears.
5 Click Next.

6 Click Next.
Result: The Contact Center Manager Administration Setup Wizard dialog
box appears.
7 Click Next.
8 Click No if you do not want the system to restore previously saved data.
The system uninstalls Active Directory Application Mode from the Contact
Center Manager Administration server, and then reinstalls ADAM with

9 Click Next.
Result: The replication selection window appears. In this window, you must
choose whether you want to replicate ADAM. If you perform this
reinstallation procedure, it is because you do not want to replicate ADAM.
10 Click No.

information.
Administration installation, select one of the following options:


13 Click Next.
Result: The Soap Configuration Parameters dialog box appears.
longer applicable.
OR
than 24 characters.

page 267.
15 Click Next.
Result: The Port Configuration for ADAM dialog box appears.

Configuration for ADAM dialog box vary, as follows:
in this window.

16 Before accepting the default values in the Port Configuration for ADAM
dialog box, check with your administrator to ensure that no other
applications use these ports. If these ports are in use, ask your
provided.
17 Click Next.

select the Default option, and then proceed to 20.
ATTENTION
OR

suits your company needs, see “Web sites and virtual directories” on page
2178.
19 Click Next.
The Virtual Directory Name window appears with WClient as the default
name. To change the name, type a new name.
20 Click Next.


22 Click Next.
Result: The Installing Contact Center Manager Administration dialog box
appears.


account.
You are required to type the old password if you reinstall Contact Center
Manager Administration and you chose to preserve customer data when
you uninstalled the original software. If you forget or misplace the old
password, you must manually reset it before you can continue installing
Contact Center Manager Administration. Without halting this installation,
perform steps 1 to 7 in the procedure “Resetting the iceAdmin password in
Windows” on page 1864, and then return to this step to continue the
installation. Use the password that you supply during the reset procedure
as the old password in this step.
account.


OR
Account.
administrator.
administrator.
password.
account password.

34 Click OK.
iceAdmin account.
35 Click OK.
registers the new password, and then uninstalls the ADAM instance from
36 Click Yes.
Result: Another warning window appears, notifying you that the system
removes the ADAM configuration set from the Contact Center Manager
Administration server. A configuration set is a group of ADAM instances
that share the same configuration and schema. For example, when you
replicate Contact Center Manager Administration ADAM instances, they all
belong to the same configuration set.
37 Click Yes.
Result: The Active Directory Application Mode Removal Wizard appears
and the system uninstalls ADAM.

When the system uninstalls ADAM, the following window appears:
38 Click Close.
Result: The Installing ADAM window appears while the system reinstalls
ADAM on the server.

required Simple Object Access Protocol (SOAP) files.
ADAMSchema window appears.



dialog box appears.
Reinstalling Contact Center Manager Administration (using preserved

customer data)
Complete the following procedure to reinstall Contact Center Manager
Administration if you choose to use preserved customer data. If replication was
enabled on the first installation of ADAM, then it is still enabled after this
procedure; if it was not enabled, there is still no replication after you perform
this procedure. You must install the same version of Contact Center Manager
Administration and the same Service Update as previously installed on the
Contact Center Manager Administration server with the preserved customer
data.


appears.
5 Click Next.

6 Click Next.
Result: The Contact Center Manager Administration Setup Wizard window
appears.
7 Click Next.
8 Click Yes if you want the system to restore previously saved data. The
system uses the version of ADAM that was already installed on the Contact

9 Click Next.

information.
ATTENTION
Nortel recommends that you select the Anyone who
12 Click Next.
Result: The Soap Configuration Parameters window appears.

longer applicable.
OR
than 24 characters.
page 267.

14 Click Next.

click Default, and then proceed directly to step 17
ATTENTION
OR
an existing Web site, Click Existing.
suits your company needs, see “Web sites and virtual directories,” on page
2178.
16 Click Next.

17 Click Next.


19 Click Next.
Result: The Installing Contact Center Manager Administration window
appears.


account.
You must type the old password if you reinstall Contact Center Manager
Administration and you had chosen to preserve customer data when you
uninstalled the original software. If you forget or misplace the old password,
then you must manually reset it before you can continue installing Contact
Center Manager Administration. Without halting this installation, perform
steps 1 to 7 in “Resetting the iceAdmin password in Windows” on page
1864, and then return to this step to continue the installation. Use the
password that you supply during the reset procedure as the old password
in this step.
account.


OR
Account.
administrator.
administrator.
password.
account password.

32 Click OK.
iceAdmin account.
33 Click OK.
registers the new password, and then it continues installing the Crystal
Reports templates. After it installs the templates, the Installing
ServerSoapInstall window appears.
required Simple Object Access Protocol (SOAP) files.
ADAMSchema window appears.



dialog box appears.


Section B: Uninstalling Agent Desktop

Displays
In this section
Uninstalling Agent Desktop Displays 1590

Uninstalling Agent Desktop Displays
CAUTION

If you originally installed Agent Desktop Displays 4.5 or earlier
.
and upgraded to Agent Desktop Displays 6.0, you lose the

contents of the folder, <install directory>:\Program Files\Nortel
when you uninstall Agent Desktop Displays.
Other Nortel products use the folder <install directory>:\Program
Files\Nortel as the default installation destination. Therefore, if
you originally installed Agent Desktop Displays 4.5 or earlier,
Nortel recommends that you back up the contents of <install
directory>:\Program Files\Nortel, with the exception of the Agent
Desktop Displays sub folder, before uninstalling Agent Desktop
Displays 4.5 or earlier.

2 If Upgrading Agent Desktop Displays Client is in the list of currently
installed programs, proceed to step 3.
or
If Upgrading Agent Desktop Displays Client is not in the list of currently
installed programs, proceed to step 6.
3 Select Upgrading Agent Desktop Displays client from the list of currently
installed programs.
4 Click Remove.
you are sure that you want to remove the Agent Desktop Displays upgrade
file from your computer.

5 Click Yes.
Result: The system removes the Agent Desktop Displays upgrade file from
your computer.
6 In the Add or Remove Programs window, select Agent Desktop
Displays from the list of currently installed programs.
7 Click Remove.
you are sure that you want to remove Agent Desktop Displays from your
computer.
8 Click Yes.
Result: The system removes Agent Desktop Displays from your computer.
If you uninstall Agent Desktop Displays 4.5 or earlier, you must restore the
contents of the backup file you created of the folder <install directory>:\Program
Files\Nortel.


Chapter 13
Applying Service Updates, Service

Update Supplements, and Designer
Patches
In this chapter
Overview 1594
Using the Patch Viewer Utility 1597
Applying an SU, SUS, or DP 1600
Uninstalling an update 1607
Applying Contact Center Manager Administration 6.0 SU04 1609
SU04 and Windows Server 2003 Service Pack 2 1619
How to troubleshoot incorrect Windows Server 2003 SP 2 installations 1621

Applying Service Updates, Service Update Supplements, and Designer Patches Standard 10.15
Overview
You can upgrade your Contact Center Manager Administration software when
new Service Updates (SU) become available. When you upgrade to a newer
version of the software, check the Contact Center Manager Server
Supplementary CD for new Service Updates. Nortel also recommends that you
check the Web site www.nortel.com/espl to see if further updates were posted
following the release of the Supplementary CD.
In addition to Service Updates, Nortel issues Service Update Supplements

(SUS) and Designer Patches (DP) for high-impact issues that affect the Contact
Center 6.0 software and are required before the next SU or SUS is released.
You can use the procedures in this chapter to install an SU, and SUS, or a DP on
the Contact Center Manager Administration server. The system upgrades only
those components that were already installed on the Contact Center Manager

Supplements, and Designer Patches (DP).
software.

December 2007 Applying Service Updates, Service Update Supplements, and Designer Patches

CCMA_6.0_SUS_0102.

Language packs
Previously, you could not install Service Updates, Service Update Supplements,
or Designer Patches on a system with installed language packs because the
updates replaced the language pack database. Now when you install updates, the
updates no longer replace the language pack database. This means that you can
install these updates on top of your installed language pack; however, there may
be English strings. The translated English strings will be available in the next
language pack.

Supplements
Every Service Update contains all the fixes included in previously released SUs
and SUSs. Therefore, you need not sequentially install all Service Updates that
are released.

Designer Patches address critical issues for specific customers. A DP is usually

posted to a secure location and installed on the recommendation of a Nortel
support technician.

Using the Patch Viewer Utility
Before you install a new Service Update, Service Update Supplement, or

Designer Patch, you can verify the SU, SUS, and DP that are currently installed
on the server by using the Patch Viewer utility. This utility can help you save
time by avoiding the downloading of patches that are already installed on the
server.
In addition to listing the current patch version, you can also use the utility to:
view the readme files associated with each patch
uninstall one or all of the current patches
If you choose to uninstall all patches, the system removes them in the order last
on, first off. If you choose to remove a single patch, you can remove the last one
applied only; you cannot remove a patch and leave a subsequent patch intact.

Launching the Patch Viewer utility

Click Start > All Programs > Nortel Contact Center > Manager
Administration > Patch Viewer.
Result: The Patch Viewer utility appears, listing all the currently applied
patches.
Viewing details of the contents of each patch

To view details of the contents of each patch, select the patch, and then click
Read Me. A readme text file appears, listing details of the patch. You can also
double-click the patch to launch the readme file.
The viewer also lists the status of the applied patches. While the status for
patches is usually Active, sometimes the status Inactive, requires reboot appears.
This can appear if you installed a patch on a co-resident server and you chose
not to restart the server at the end of the patch installation. In this case, you must
restart the server to enable the patch.
You can also view the list of currently installed patches by connecting to the
Contact Center Manager Administration server and launching Contact Center
Manager Administration on any client PC (or on the Contact Center Manager
Administration server if it is used as a client PC).

On the logon window, click About Contact Center Manager Administration. The
following window appears, listing the currently installed patches (if any):
Uninstalling patches
To uninstall the last patch applied, click Uninstall Last. After a few minutes, the
system removes the last patch you applied.
To uninstall all patches listed, including the Service Update, click Uninstall All.
A message box asks you to confirm your choice. After a few minutes, the system
uninstalls all patches in the order last on, first off.
To successfully uninstall a patch, you must log on to the server under the same
Administrator account profile with which you logged on when you installed the
patch. If you have multiple Administrator accounts, you must ensure that you
always use the same account profile to install or uninstall Service Updates,
Service Update Supplements, and Designer Patches on the server. If you install
an update with one account profile, and then install the next update or uninstall
the current patch while logged on with a different account profile, the
installation or uninstallation fails.

Applying an SU, SUS, or DP
ATTENTION
administrator account with which you are currently logged
accounts, you must always use the same account to install
or uninstall Service Updates, Service Update Supplements,
uninstall the current patch while logged on with a different
Note the following:

You must log on to the Contact Center Manager Administration server as
an administrator or as a user with administrator privileges before you can
perform the following procedure.
Before you install the Service Update or Service Update Supplement,
Nortel recommends that you verify the patch level currently installed on the
server by launching the Patch Viewer utility. On the server, click Start >
All Programs > Nortel Contact Center > Manager Administration > Patch
Viewer. You cannot install a patch that is older than an update that is
already installed. Likewise, you cannot install a Service Update
Supplement unless the applicable Service Update is installed.
installed that can open and extract files with the .zip extension (for
example, WinZip).


4 Download all Service Update Supplements (SUS) associated with the
latest Service Update.


CCMA_6.0_SU_02.msi.
patch.
again. For details on uninstalling patches, see “Uninstalling an update” on
page 1607.

8 Click Next.

if you have files open that the installation program needs to update, the

9 Click Install.
installation.

Result: When the system finishes installing the patch, the completed
window appears.
10 Click Finish.
11 If you receive a prompt to restart the Contact Center Manager
Administration server for the update to take effect, click Yes.
13 After all the latest SU and SUS are installed, close all windows and restart
the server.
14 If you installed SU04, you must complete additional tasks. See Step
12. “Complete additional IUSR_SWC tasks for SU04 (optional)” on page
150.

Applying a Designer Patch

A Designer Patch (DP) is a critical patch that is released to a limited number of
customers to address specific customer issues. A DP is usually posted to a
secure location and installed on the recommendation of a Nortel support
technician.
1 On the Contact Center Manager Administration server, create a folder
named CCMA_6.0_DP_<DP number> where <DP number> corresponds
to the version number of the Designer Patch to install.
2 Download the Designer Patch and save it on the Contact Center Manager
Administration server. Designer Patches are packaged as .zip files.
3 Extract the contents of the .zip file to the CCMA_6.0_DP_<DP number>
folder.
4 Double-click the Designer Patch .msi to start the installation.
Result: The welcome window appears, listing the Designer Patch to install.
A message box appears asking if you want to read the readme file.
5 Click Yes to read the file.
The readme file can contain important information about the patch to install,
such as a list of dependent patches, any pre- or postinstallation tasks to
perform, or the need to manually stop services. Nortel recommends that
you read the file before installing the patch.
6 Click Next.
7 Click Install.
installation. When the system finishes installing the patch, the completed
window appears
8 Click Finish.

9 If you receive a prompt to restart the Contact Center Manager

Administration server, click Yes.

Uninstalling an update
If you have multiple Administrator accounts, you must always use the same
account to install or uninstall Service Updates, Service Update Supplements,
and Designer Patches on the server. If you install an update with one account
and then install the next update or uninstall the current patch while logged on
with a different account, the installation or uninstallation fails.
Uninstalling Service Updates, Service Update Supplements, and

Designer Patches
If the server has multiple patches applied (for example, a Service Update and
one or more Service Update Supplements or Designer Patches), you can
uninstall only the most recently installed patch or you can uninstall all Designer
Patches, Service Update Supplements, and Service Updates at the same time.
To successfully uninstall a patch, you must log on to the server under the same
administrator account with which you logged on when you installed the patch. If
you have multiple Administrator accounts, you must always use the same
account profile to install or uninstall Service Updates, Service Update
Supplements, and any designer fixes or patches on the server. If you install an
update with one account, profile and then install the next update or uninstall the
current patch while logged on with a different account, the installation or
You cannot uninstall a previous Service Update Supplement or Designer Patch

and leave a later one installed. You must uninstall the last patch that you applied,
followed by the preceding patch (if you want to uninstall more than one patch).
For example, if the server has CCMA_6.0_SUS_0101 and
CCMA_6.0_SUS_0102 installed, you must first uninstall SUS_0102 and then
uninstall SUS_0101.

Uninstalling a Service Update, Service Update Supplement, or

Designer Patch
1 On the server, click Click Start > All Programs > Nortel Contact Center >
Manager Administration > Patch Viewer.
Result: The Patch Viewer utility appears, listing all the currently applied
patches.
2 To uninstall only the last patch applied, click Uninstall Last.
Result: The system removes the last patch you applied. If you need to
restart the server, the system notifies you.
OR
To uninstall all patches listed, including the Service Update, click Uninstall
All.
Result: A message box appears asking you to confirm your choice and the
system uninstalls all patches in the order last on, first off. If you need to
restart the server, the system notifies you.
3 Click Refresh in the Patch Viewer utility window to view the updated list of
patches.
You can also uninstall patches one at a time by using the Windows Add or
Remove Programs utility.

Applying Contact Center Manager

Administration 6.0 SU04
If you install SU04 on an existing install of Contact Center Manager

Administration, you must complete the server postinstall tasks in this section.
The client postinstall are required to enable enhanced security.
When you install SU04, you can install Windows Server 2003 Service Pack 2.
To view the supported install orders for Windows Server 2003 Service Pack 2,
see “SU04 and Windows Server 2003 Service Pack 2” on page 1619.
Contact Center Manager Administration SU04 server postinstall tasks

If you install SU04 on an existing install of Contact Center Manager
Administration server, you must complete the following on the server:
Add the IUSR_SWC user to the IIS_WPG group.
Reset the NT_WebServicesPool to run under the IUSR_SWC user.
Assign the IUSR_SWC user Read Access to the Windows\Temp folder.
Restart IIS.
Contact Center Manager Administration SU04 client post-install tasks

(optional)
To enable the Contact Center Manager Administration SU04 security
enhancements, you must apply SU04 to all Contact Center Manager
Administration servers that the clients access, and then complete the following
changes on all of the clients:
Remove about:blank from your trusted sites and add it to the restricted sites
in your browser.
Set the Initialize and script ActiveX controls not marked as safe security
setting for the trusted sites zone to Disable.
Contact Center Manager Administration SU04 functions correctly if you do not

apply these settings, but the enhanced security is disabled.

To work with an earlier version of Contact Center Manager Administration, you

must revert these changes.
Nortel recommends that you apply SU04 to all of the Contact Center Manager
Administration servers that the clients access before you make the changes
security settings.
Adding the IUSR_SWC user to the IIS_WPG group


Users.
the resulting menu.


5 Click Add.

7 Click OK.

8 Click Apply.
9 Click OK.
Reset the NT_WebServicesPool to run under the IUSR_SWC user

You require the IUSR_SWC password to complete this procedure. If you forgot
or lost the password, you must reset it. To reset the password complete the
following procedure first. If you know the IUSR_SWC password, proceed to
“Resetting the NT_WebServicesPool to run under the IUSR_SWC user” on
page 1615.
Resetting the IUSR_SWC password



from the menu.

5 Click Proceed.
6 In the New password box, type the new password for this account.
8 Click OK.
Result: A dialog box appears confirming that the password was set.
9 Click OK.
Result: The system changes the password.
Resetting the NT_WebServicesPool to run under the IUSR_SWC

user
Manager.
resulting menu.



6 Click Browse.

8 Click OK.
page.
9 In the Password box, type the IUSR_SWC password.

if you enter an incorrect password, when you launch Contact Center

Manager Administration, the following error appears on the logon page:
10 Click Apply.
11 Click OK.

folder
menu.
Read.
6 Click OK.
Restarting IIS
3 Click OK.

Removing about:blank
1 Launch Internet Explorer.
2 Select Tools > Internet Options.
4 On the Security page, click the Trusted Sites icon.
5 Click Sites.
Result: The Trusted Sites dialog box appears.
6 In the Web sites box, highlight about:blank.
7 Click Remove.
8 Click OK to close the Trusted Sites dialog box.
9 Proceed to “Setting the Initialize and script ActiveX controls not marked as
safe security setting” on page 1618.
Setting the Initialize and script ActiveX controls not marked as safe
security setting
1 In the Internet Options dialog box, click Custom Level.
Result: The Security Settings dialog box appears.
2 Scroll to the Initialize and script ActiveX controls not marked as safe
security setting.
3 Select the Disable option.
4 Click OK.
Result: A warning box appears asking you to confirm the change.
5 Click Yes.
6 Click OK to close the Internet Options dialog box.

SU04 and Windows Server 2003 Service

Pack 2
If you install SU04, you can install Windows Server 2003 Service Pack 2. This
section describes the installation orders that Nortel supports.
Install Windows Server 2003 Service Pack 2 during a fresh installation

If you install Windows Server 2003 Service Pack 2 when you perform a fresh
installation of Contact Center Manager Administration, you must perform the
install in the following order.
1. Install Windows Server 2003.
2. Install Windows Server 2003 Service Pack 2.
3. Install Contact Center Manager Administration 6.0.
4. Install Contact Center Manager Administration 6.0 SU04.
Install Windows Server 2003 Service Pack 2 on an existing installation

of Contact Center Manager Administration
If you install Windows Server 2003 Service Pack 2 on an existing installation of
Contact Center Manager Administration or when you upgrade Contact Center
Manager Administration, you must choose from one of the following install
options. The important thing to note is that you must install ADAM Service
Pack 1 before you install Windows Server 2003 Service Pack 2.
Option 1
4. Install ADAM Service Pack 1.

Option 2
Reinstalling Contact Center Manager Administration with Windows

Server 2003 Service Pack 2
If Windows Server 2003 Service Pack 2 is currently installed on the Contact
Center Manager Administration server, to reinstall Contact Center Manager
Administration, you must choose from one of the following install options.
Option 1—Reinstall with preserved customer data

1. Uninstall Contact Center Manager Administration and preserve customer
data.
2. Reinstall Contact Center Manager Administration using preserved
customer data.
Option 2—Reinstall without preserved customer data

1. Uninstall ADAM Service Pack 1.
2. Uninstall Contact Center Manager Administration and do not preserve
Customer data.
3. Reinstall Contact Center Manager Administration.
4. Reinstall ADAM Service Pack 1.

How to troubleshoot incorrect Windows

Server 2003 SP 2 installations
The following section describes how to troubleshoot incorrect Windows Server

2003 Service Pack 2 installations.
You installed ADAM Service Pack 1 during a fresh installation

If you completed the following installation order when you install Windows
Server 2003 Service Pack 2 during a fresh installation, the installation fails.
You cannot install Contact Center Manager Administration over ADAM Service
Pack 1 because the Contact Center Manager Administration base install was
created prior to the existence of ADAM Service Pack 1 and contains a version of
the ADAMinstall.exe program that is not supported in ADAM Service Pack 1.
Solution
You must uninstall ADAM Service Pack 1.
1 Uninstall Contact Center Manager Administration.
2 Uninstall ADAM Service Pack 1.
3 Install Contact Center Manager Administration
4 Install Contact Center Manager Administration SU04.

You installed Windows Server 2003 Service Pack 2 on an existing

installation without installing ADAM Service Pack 1
If you complete the following installation order when you install Windows
Server 2003 Service Pack 2 on an existing installation of Contact Center
Manager Administration, the installation fails. You must install ADAM Service
Pack 2 before you can install Windows Server 2003 Service Pack 2.
2. Install Contact Center Manager Administration
3. Install Contact Center Manager Administration 6.0 SU04
Solution
Microsoft recommends the following solution.
1 Uninstall Windows Server 2003 Service Pack 2.
2 Download and install ADAM Service Pack 1.
To download ADAM Service Pack 1, search for ADAM Service Pack 1 on
the Microsoft Web site (www.microsoft.com).
3 Reinstall Windows Server 2003 Service Pack 2.

Chapter 14
Resiliency (backup, restore, and

disaster recovery)
In this chapter
Overview 1624
Section A: About replicating servers 1627
Section B: How to recover from a CCMA server failure 1637
Section C: How to create CCMA data backups 1645
Section D: How to restore CCMA data 1671

Resiliency (backup, restore, and disaster recovery) Standard 10.15
Overview
To prevent loss of data and to reduce Contact Center Manager Administration

downtime in the event of a server failure, you must have a Contact Center
Manager Administration resiliency plan in place. Your Contact Center Manager
Administration resiliency plan minimizes the Contact Center Manager
Administration downtime by offering solutions to protect data and quickly
recover in the event of a server failure disaster such as a power outage or server
malfunction.
In addition to offering protection from server failures, a resiliency plan helps

you in the following scenarios:
To upgrade to newer versions of Contact Center Manager Administration,
so you can revert back to the previous version of the software, if necessary.
To roll back erroneous data.
To migrate your Contact Center Manager Administration to a new server.
Best practices for Contact Center Manager Administration resiliency

There are two strategies that you can build into your Contact Center Manager
Administration resiliency plan, depending on the specific requirements of your
contact center.
1. Schedule backups of your Contact Center Manager Administration data at
regular intervals and store the backup files to a secure location
(recommended for all contact centers).
2. Install a replicating server with the same Contact Center Manager
Administration version and Service Update as the primary server
(optional).
Installing a replicating server is not a replacement for scheduling backups of

your Contact Center Manager Administration data at regular intervals. For
information, see “About installing a replicating server (optional)” on page 1625.

December 2007 Resiliency (backup, restore, and disaster recovery)
About scheduling backups of your Contact Center Manager

Administration data (recommended for all contact centers)
When you back up your Contact Center Manager Administration data files, you
save Contact Center Manager Administration data from a specific point in time
to a secure location such as tape drive or a network drive. In the event of a server
failure, you can restore your backup files to your Contact Center Manager
Administration server, resulting in minimal loss of data.
It is important that all contact centers schedule backups of their Contact Center
Manager Administration data at regular intervals. Nortel recommends that you
back up your contact center data at least once a day (or more frequently, based
on your contact center requirements). Nortel also recommends that you perform
backups during periods of low activity.
Scheduling backups of your Contact Center Manager Administration data at

regular intervals minimizes loss of data in the event of a server failure. However,
restoring backup files to your existing server (or to a new server in the case of a
serious server malfunction) takes time, resulting in an interruption of access to
your Contact Center Manager Administration application while the restoration
process takes place. If minimal Contact Center Manager Administration
downtime is an important requirement in your contact center, consider installing
a replicating server as an additional strategy to support your Contact Center
Manager Administration resiliency plan.
About installing a replicating server (optional)

Active Directory Application Mode (ADAM) is a Microsoft information storage
framework. Contact Center Manager Administration stores some of its data files
in ADAM.

During an installation of Contact Center Manager Administration, you can

choose to replicate ADAM files from an existing Contact Center Manager
Administration server. Replication provides additional resiliency of the Contact
Center Manager Administration data by allowing objects created in one Contact
Center Manager Administration ADAM instance to be automatically copied to
any other Contact Center Manager Administration ADAM instance to which it
is joined through replication.
ATTENTION
Replication is possible only when the primary server and the
replicating servers are members of the same domain. If your
primary server is installed as a workgroup, you must first
change the primary server to a domain before attempting to
install a replicating server.

server, a replicating server provides immediate access to all data files stored in
ADAM from the primary server. Replication lets Contact Center Manager
Administration users immediately point their browser to the replicating Contact
Center Manager Administration server and maintain a level of productivity with
minimal interruption.
It is important to understand that ADAM replication is not a replacement for

scheduling regular backups of your Contact Center Manager Administration
data. You must still schedule backups on your primary server even if you install
a replicating server, for the following reasons:
Not all Contact Center Manager Administration data files are replicated.
which may be required.

Section A: About replicating servers
In this section
Overview 1628
About Active Directory Application Mode replication 1629
How to set up ADAM replication 1633
Active Directory Application Mode and service accounts 1634
How to stop and start Active Directory Application Mode replication 1636

Overview
In addition to scheduling backups of your Contact Center Manager

Administration data files, you can install a replicating server.

server, a replicating server provides immediate access all data files stored in
ADAM from the primary server. Contact Center Manager Administration users
can use replication to immediately point their browser to the standby Contact
Center Manager Administration server and to maintain a level of productivity
without minimal interruption of access to the Contact Center Manager
Note that ADAM replication is not a replacement for scheduling regular

backups of your Contact Center Manager Administration data. You must still
schedule backups on your primary server even if you have a standby server
installed with replication enabled, for the following reasons:
Not all Contact Center Manager Administration data files are replicated.
which may be required.
This section details background information about Active Directory Application

Mode (ADAM) and about service accounts.
Preinstallation, installation, and postinstallation steps to install a replicating

server are detailed in Chapter 6, “How to install and configure the replicating
server (optional)”.

About Active Directory Application Mode

replication
Active Directory Application Mode (ADAM) is a Microsoft information storage

framework, and runs as a non-operating system service. The server on which it
is installed does not have to be a domain controller. Instead, ADAM can be
installed on a Contact Center Manager Administration server that is a member of
an existing domain (even an existing NT domain).
In Contact Center Manager Administration, you can replicate the following data
files that are stored in ADAM:
user information and details
access classes
partitions
private and graphical real-time reports
real-time report filters
For more information about ADAM, see the Microsoft Web site at
www.microsoft.com.
After you install ADAM on the Contact Center Manager Administration server,
to consult the ADAM online Help, click Start > All Programs > ADAM >
ADAM Help.
Active Directory Application Mode and replication

Replication means that you share the data stored in one ADAM instance, back
and forth with another ADAM instance, ensuring that the replicated data is the
same across both servers. While you may have access to multiple ADAM
instances, and multiple Contact Center Manager Administration-specific
ADAM instances, each Contact Center Manager Administration server can have
only one Contact Center Manager Administration-specific ADAM instance. To

maintain the integrity of your Contact Center Manager Administration data, you
can replicate a Contact Center Manager Administration-specific ADAM
instance only with one or more other Contact Center Manager Administration-
specific instances of ADAM.
Replication helps to ensure the resiliency of the Contact Center Manager

Administration data that is stored on the Contact Center Manager
Administration server by allowing objects created in one Contact Center
Manager Administration ADAM instance to be automatically copied to any
other Contact Center Manager Administration ADAM instance to which it is
joined through replication. In this way, replication can help you to recover in the
event of a Contact Center Manager Administration server failure by providing
immediate access to all information stored in ADAM. A standby server with
replication enabled lets Contact Center Manager Administration users
immediately point the browser to a secondary Contact Center Manager
Administration server and maintain a level of productivity.
Do not use replication as your only method of backing up Contact Center

Manager Administration data for the following two reasons:
Not all Contact Center Manager Administration data is replicated.
You cannot use replication to roll back data to a specific time, which
may be required.
ATTENTION
Replication is possible only when the primary server and
the replicating servers are members of the same domain. If
your primary server is installed as a workgroup, you must
first change the primary server to a domain before
attempting to install a replicating server.

Active Directory Replication Monitor

To monitor Active Directory replication issues, you can use the Active Directory
Replication Monitor (ReplMon.exe). The Active Directory Replication Monitor
is a graphical user interface tool that is included with Windows Server 2003
Support Tools. You can use the Active Directory Replication Monitor to view
the status of Active Directory replication, verify replication topology, force
synchronization between domain controllers, and monitor the status and
performance of domain controller replication.
For more information about replmon and about how to install, see the Microsoft
Web site, www.microsoft.com.
Replicated data in Contact Center Manager Administration

If you choose to replicate ADAM during your Contact Center Manager
Administration installation, certain Contact Center Manager Administration data
files are copied between replicated servers. The following data is replicated
between servers within the same domain:
access classes
partitions
The preceding list of data is exchanged between the Contact Center Manager
Administration servers, so that if it is changed on one server, it is replicated to
the other Contact Center Manager Administration servers.
However, not all Contact Center Manager Administration data is stored in

ADAM, and therefore cannot be replicated. In the event of a server failure
disaster, you must restore these files from your backup files to the standby
server. The data that is not replicated includes:
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files

user-created historical reports that are imported into Contact Center

real-time report exported files
Emergency Help exported files
Report Creation Wizard user-created formulas (stored in the file
RCW.mdb)
Report Creation Wizard user-created reports and report definitions
For information about how to back up Contact Center Manager Administration

data, see Section C: “How to create CCMA data backups,” on page 1645.

How to set up ADAM replication
To set up ADAM replication, you must complete the following tasks:

1. Install the Contact Center Manager Administration server software on the
primary server without replication and as part of a domain. If the primary
server is in a work group, you must move it into a domain before you can
install the secondary replicating server.
2. On the secondary server, log on to the domain as the administrator or as a
user with administrative privileges.
3. On the secondary server, install the Contact Center Manager
Administration server software with replication and as part of the same
domain as the primary server.
4. While installing the Contact Center Manager Administration server
software with replication on the secondary server, point the secondary
server ADAM instance to the primary server ADAM instance.
Restrictions
Note the following restrictions when setting up ADAM replication.
You cannot enable replication after you install ADAM. You can enable it
during the install only.
You can install only one instance of ADAM on a Contact Center Manager
You can point a Contact Center Manager Administration server ADAM
instance to another Contact Center Manager Administration server ADAM
instance only if you installed both instances with Contact Center Manager
Administration.
You cannot point the secondary server ADAM instance to the primary
server ADAM instance after you install the secondary server; it must be
done during the install.

Active Directory Application Mode and service

accounts
When you install ADAM on the Contact Center Manager Administration server,
ADAM runs as a service and requires a service account. The type of ADAM
service account that you can choose during the ADAM installation depends on
the Windows workgroup or domain environment into which you install ADAM,
and whether this is the first instance that you install in your network, or if you
replicate an existing instance.
For Contact Center Manager Administration to function properly, the server on

which ADAM is installed must not be a domain controller. If you install one
instance of ADAM only, ADAM can be a member of a domain or a workgroup.
However, to replicate an ADAM instance, both the first ADAM instance and the
replicating ADAM instance must be in a domain.
If you replicate an existing instance, then your choices for the service account
for this new instance vary according to:
the Windows domain into which the original ADAM instance was installed
the service account chosen for the original ADAM instance
Before you install the first instance of ADAM (with replication), you must note
the environment into which you install it. When you replicate an existing
instance, you must note both the environment into which you install the replica
instance and the type of service account chosen for the original instance.
By default, ADAM is always installed as a network service account unless you

manually change the service account settings to domain user or workstation
user.
Example: first ADAM instance

If you install the first instance of ADAM within a Windows Server 2003 domain
or forest, ADAM is installed as a network service account by default. To change
the service account to a domain user or a workstation user, you must do so
manually.

Example: replica of existing ADAM instance

If you install a replica of an existing Contact Center Manager Administration
ADAM instance, your choices are limited according to the type of service
account chosen of the original ADAM instance. For example, if the original
ADAM instance was installed in a Windows NT 4.0 domain, and the service
account chosen for it was a workstation user, then your only choice for the
service account for the replicated instance is also a workstation user.

user. Therefore if you decide to move your first ADAM instance from a
workgroup to a domain, the system will automatically install ADAM as a
network service account.
For more information, you can also consult the Microsoft documentation.
The following table outlines the ADAM service account options that are
available to you based on the environment into which you install ADAM:
Service
account Default replication
(primary Service account authentication
Domain context server) (secondary server) method
Windows Server 2000 Network service Network service or Negotiated

domain or forest Domain user
OR
Windows Server 2003 Workstation user Workstation user Negotiated pass-through
domain or forest Domain user Network service or Negotiated
Domain user
Windows NT 4.0 Workstation user Workstation user Negotiated pass-through

domain
Domain user Domain user Negotiated

user.

How to stop and start Active Directory

Application Mode replication
Times can arise when you need to stop and start ADAM replication. The
following section describes how to stop and start replication.

Complete the following procedure on all replicating servers to stop replication.
3 Click OK.
5 To disable outbound replication, type
repadmin /options +DISABLE_OUTBOUND_REPL.
6 Press Enter.
Starting replication
Complete the following procedure on each replicating server to restart
replication.
3 Click OK.
5 To enable outbound replication, type
repadmin /options -DISABLE_OUTBOUND_REPL.
6 Press Enter.

Section B: How to recover from a CCMA

server failure
In this section
Overview 1638
How to recover from CCMA failure (with no replicating server installed) 1639
How to recover from CCMA failure (with replicating server installed) 1641

Overview
If the Contact Center Manager Administration server hardware fails, you need to
restore your backup data quickly.
ATTENTION
When you restore Contact Center Manager Administration
data, you must restore data that was backed up from the same
release and version of the software as that which is currently
installed on the Contact Center Manager Administration
server. For example, if your Contact Center Manager
Administration server currently contains Contact Center
Manager Administration Release 6.0, then you can restore a
backup of Release 6.0 data only onto this server. You cannot
restore data from previous Service Updates. If you restore data
backed up on previous versions, you corrupt your server.
The following procedures provide a quick overview of the steps required to

recover from a server failure.

How to recover from CCMA failure (with no

replicating server installed)
The following numbered list provides a quick reference to tasks that you must
perform in the event of a Contact Center Manager Administration server failure
when you do not have a replicating server installed. For detailed procedures for
these tasks, see “How to restore data” on page 1675.
1. If your Contact Center Manager Administration server is still functioning,
you can restore data files to your existing Contact Center Manager
Administration server. However, if you have a serious server malfunction
and cannot restore data to your existing server, you need to install Contact
Center Manager Administration on a new server and restore data files to the
new Contact Center Manager Administration server. For information about
installing Contact Center Manager Administration, see Chapter 3, “Install
the software on the primary server.”
2. On your existing Contact Center Manager Administration server or on the
new server with Contact Center Manager Administration installed, shut
down the SymposiumWC service.
3. Perform a restore either using the appropriate backup and restore utility.
For a list of backup files that you need to restore, see “Restoring data with
the Nortel Backup and Restore utility” on page 1676. This data restore
takes less than 5 minutes.
4. Manually restart the SymposiumWC service.
5. Manually reconfigure your Real-Time Reporting and Emergency Help
At this point your Contact Center Manager Administration is operational
except for scheduled information.
a) Launch the Historical Reporting component in Contact Center Manager
Administration. In the scheduled events window, select all scheduled
assignments and click Activate.

b) Launch the Contact Center Management component in Contact Center

7. If you have Network Control Center (NCC), go to the Configuration
8. If you change the name of the Contact Center Manager Administration
server after the installation on the new server (for example, to revert to the
computer name of the source server), you must change the computer name
in utilities that require the computer name. For step-by-step instructions,
see “Change the Contact Center Manager Administration server name” on
page 2092.
9. Ensure that the computer name of the Contact Center Manager
Administration server is correct on all client PCs.

How to recover from CCMA failure (with

replicating server installed)
The following numbered list provides a quick reference to the tasks that must be
performed in the event of a Contact Center Manager Administration server
failure when you have a replicating server installed. For detailed procedures for
these tasks, refer to “How to restore data,” on page 1675.
1. Update the URL that refers to the Contact Center Manager Administration
For details about functionality that is immediately available from the
replicating server, see “Functionality that is immediately available from the
replicating server,” on page 1642.
2. On each agent workstation, launch the Server IP Addresses Configuration
window from Agent Desktop Display and switch to the standby server. For
details, see “How to switch to the standby server in Agent Desktop
3. On the replicating server, perform a restore using the appropriate backup
and restore utility.
Important!: If you did not clear the two locations C:\Program
Files\Microsoft ADAM\SymposiumWC\ and C:\WINDOWS\ADAM
when you performed a backup, you must clear these files from the list of
files to be restored so that they are not restored on the replicating server.
For a list of backup files that need to be restored, see “Backup files to be
restored for full functionality after the replicating server is brought online”
on page 1643. Restoring files takes less than five minutes.
4. If you did not configure your Real-Time Reporting and Emergency Help
settings on the replicating server, you must manually reconfigure your
Real-Time Reporting and Emergency Help configuration settings. These
settings must the same as they were prior to the data restoration.

a) Launch the Historical Reporting component in Contact Center Manager

Administration. In the scheduled events window, select all scheduled
assignments and click Activate.
b) Launch the Contact Center Management component in Contact Center
6. If you have a Network Control Center (NCC), go to the Configuration
Functionality that is immediately available from the replicating

server
In a Contact Center Manager Administration server failure disaster with
replication enabled, all of the information contained in ADAM is replicated to
the secondary server. As a result, functions required for immediate operation of
the contact center are maintained.
The following functions are maintained and immediately available from the
replicating server:
User details, names, usernames, passwords, basic access rights, and
assigned associated supervisors are maintained.
Assigned partition information (that is, standard and user defined
partitions) are maintained.
All User Defined partitions information (that is, agents, applications,
CDN, DNIS, report groups and skillsets) are maintained.
Configured access class levels are maintained.
Real-Time Displays
Real-Time public and private displays are maintained.
Public and private graphical displays and collections are maintained.
Real-Time Display templates are maintained.
Historical Reports
Standard and custom report groups are maintained.
Public reports are maintained.
You must not add new custom report groups.


All agents, supervisors, agent-supervisor and agent-skillset assignments

are maintained (these are stored on the Contact Center Manager Server).
Configuration
All assignments are maintained.
Scripting
Scripts, script variables, and call routing are maintained (these are
stored on the Contact Center Manager Server).
Report Creation Wizard can be used to create reports but these reports
are lost after a restore.
Existing user created reports and user created formulae are unavailable.
Backup files to be restored for full functionality after the replicating

server is brought online
The files and folders that are backed up are:
(where <x> is the Contact Center Manager Administration install directory)
In a server failure situation, the replicating server already contains a replicated

version of ADAM and therefore ADAM files need to be excluded from the
restore.
Some Contact Center Manager Administration information is held in flat files or

databases outside of ADAM. To enable all features in Contact Center Manager
Administration you must restore the following files and folders to the replicating
server:
Access and Partition Management—Restore Nortel
Networks\Wclient\Apps\AccessMgmt\counter.xml
Do not add new custom report groups before restoring this file. The file
maintains a list of custom report IDs for ADAM. Adding new report groups
can cause overwriting of existing custom reports.

Historical Reporting—Restore Nortel

Networks\WClient\Apps\Historical\data.
Private historical reports, user-created historical reports and related filters
are unavailable before folder restore.
Scheduling data for historical reports is restored, but you must reactivate
scheduled reports to reschedule the reports in the MS Windows Scheduler
of the replicating Contact Center Manager Administration.
Real-Time Reports—Restore Nortel
Networks\Wclient\Apps\RealTime\Exports.
Exported real-time graphical displays are stored in this folder location. All
other Real-Time Display data is held in ADAM and therefore covered by
replication.
Contact Center Management—Restore Nortel
Networks\WClient\Server\Common\Icedb\Schedule.mdb.
Scheduling data for Contact Center Management for agent-supervisor and
agent-skillset assignments are contained in this file.
If you use XML Assignments, you must back up the user-defined folder
location (on primary Contact Center Manager Administration) of the xml
files you previously saved if you want to use them again.
Configuration—Restore Nortel
Networks\WClient\Server\Common\Icedb\Schedule.mdb.
Routing table assignments are restored by same file as CCM assignments.
Report Creation Wizard—Restore...\Nortel
Networks\WClient\Server\RCW\data\RCW.mdb and ...\Nortel
Networks\Wclient \Apps\Reporting\Historical\rpt\RCW
After you restore from a backup file, all previously configured information in
the areas described are overwritten.

Section C: How to create CCMA data

backups
In this section
Overview 1646
How to back up Contact Center Manager Administration data files 1654
How to back up Real-Time Reporting and Emergency Help configurations1669

Overview
Nortel recommends that all contact centers perform regular backups of Contact
Center Manager Administration data files to a secure location such as a tape
drive or network drive. You can help your contact center to recover from events,
such as data loss and damage due to disk failures and power outages, by creating
a backup of your contact center data. This applies to both data on the Contact
Center Manager Administration server and on the server in Contact Center
Manager Server. (This can be the same server if you work on a co-resident
installation.)
This section describes backup procedures for the Contact Center Manager
Administration server. For information about how to backup files on the Contact
Center Manager Server, see the Contact Center Manager Server Installation and
Maintenance Guide.
Why you need to back up data

You must back up data in the following scenarios:
When you upgrade to newer versions of Contact Center Manager
Administration, you must perform a backup just before upgrading so you
can revert back to the previous version of the software, if necessary.
When you need to migrate Contact Center Manager Administration data to
a new server.
When you want to roll back erroneous data.
When you need to recover from catastrophic events (such as data loss and
damage due to disk failures and power outages).
If you decide to install replicating server, you must still perform regular backups
of the primary Contact Center Manager Administration server. Unlike ADAM
replication, backups provide snapshots of your Contact Center Manager
Administration data files at moments in time.
Therefore, do not use ADAM replication as the only method of backing up

Contact Center Manager Administration data for the following two reasons:

Not all Contact Center Manager Administration data is stored in ADAM

and therefore is not replicated.
You cannot use replication to roll back data to a specific time, which may
be required.
For more information about installing a replicating server, see Section A:

“About replicating servers,” on page 1627.
Contact Center data files and servers

When planning your backup strategy, it is useful to know which data is stored in
Contact Center Manager Administration and which data is stored in Contact
Center Manager Server, and the business consequences of a Contact Center
Manager Administration or Contact Center Manager Server failure.
Contact Center Manager Server data files

Contact Center Manager Server data includes:
agents, supervisors, skillsets and all their related assignments (accessed
through Contact Center Management)
CDNs, DNISs and all the other data items (accessed through the
Configuration component)
Because all of your user/agent assignments, CDNs, and DNISs are stored on the
Contact Center Manager Server, if your stand-alone Contact Center Manager
Administration server fails, calls continue to be routed according to your defined
scripts and your contact center is still able to receive calls.
Contact Center Manager Administration data files

Contact Center Manager Administration data includes:
schedule information for historical reports
partitions, access classes, report groups, and the Contact Center Manager
Administration users
real-time display configuration data and real-time display filters
private historical reports
Contact Center Management scheduled assignment information

When the Contact Center Manager Administration server fails, your supervisors
and administrators cannot access the Contact Center Manager Administration
application. Therefore in the event of a Contact Center Manager Administration
server failure, access to real-time displays, agent desktop display, schedule
information for historical reports is interrupted.
Contact Center Manager Administration data files

Contact Center Manager Administration makes use of Active Directory
Application Mode (ADAM) and other data files to store application data.
The data files that are stored in ADAM are:

access classes
partitions
The data files that are stored outside of ADAM are:

scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
user-created historical reports that are imported into Contact Center
real-time report exported files
Emergency Help exported files
Report Creation Wizard user-created formulas (stored in the file
RCW.mdb)
Report Creation Wizard user-created reports and report definitions
Audit Trail events

When to back up Contact Center Manager Administration data

This section describes when to back up Contact Center Manager Administration
data.
Scheduling backups
Nortel recommends that you back up your Contact Center Manager
Administration data at least once a day (or more frequently, based on your
contact center requirements) to avoid loss of data in the event of a server failure.
Nortel also recommends that you schedule backups during periods of low
activity.
Synchronizing Contact Center Manager Administration backups

with Contact Center Manager Server backups
To ensure the proper functionality of Contact Center Manager Administration,
your Contact Center Manager Administration data and your Contact Center
Manager Server data must be synchronized. Therefore, each time you back up
the Contact Center Manager Server database, you must perform a backup of the
Contact Center Manager Administration server at the same time. Likewise, you
must restore the Contact Center Manager Administration server and the Contact
Center Manager Server database at the same time.
However, because the Contact Center Manager Server data files do not change
as often as Contact Center Manager Administration data files, it is possible to
back up your Contact Center Manager Administration server without backing up
Contact Center Manager Server at the same time, if required.
Performing one-time backups

You must perform a full backup of your Contact Center Manager
Administration before you initiate major changes to your Contact Center
Manager network if one of the following situations occurs:
You upgrade Contact Center Manager Administration
You migrate Contact Center Manager Administration to a new server

Methods of backing up data

You can choose from four options when backing up your Contact Center
Manager Administration data. Choose the option that is most suitable for your
organization.
Nortel Backup and Restore utility

You can use the Nortel Backup and Restore utility
to back up a preselected series of Contact Center Manager Administration
files, including Historical Reporting files, ADAM files, and database files.
to schedule either singular backup tasks or multiple backup tasks on a daily,
weekly, or monthly basis.
Once you complete a backup, the backup file is automatically verified.
You cannot use this utility to back up operating system files. If you need to back
up other files, such as operating system files or data files that are not related to
Contact Center Manager Administration, you must use the Windows Backup
utility or the third-party backup utility of your choice. For details about using the
Nortel Backup and Restore utility, see “Option 1: Backing up Contact Center
Manager Administration data files by using the Nortel Backup and Restore
utility” on page 1654.
Microsoft Windows Backup Tool

You can use the Microsoft Windows Backup Tool to back up the Contact Center
Manager Administration data files. With this method, you select the data files
that you need to back up. You can use this method to schedule backups on an
ongoing basis. For details about using the Microsoft Windows Backup Tool, see
“Option 2: Back up Contact Center Manager Administration data files using the
Microsoft Windows Backup Tool” on page 1664.

Third-party backup tool of your choice

There are several other third-party tools that can perform similar back up
functions. Nortel tested the Veritas Backup Exec 9.1 tool, which you can use to
back up the Contact Center Manager Administration data. For details, see
“Option 3: Known issues when backing up data using Veritas Backup Exec 9.1”
on page 1666.
ATTENTION
prevents the NBNM service from starting up. In addition to
this problem, if you use Veritas Backup 9.1 to restore
Contact Center Manager Administration data on a co-resident
system, it has an adverse effect on the operation of the
system and may require a complete system rebuild.
Manually copying files

You can manually copy the files to a secure storage location, such as a tape drive
or a safe network drive. For details about manually copying files, see “Option 4:
Backing up Contact Center Manager Administration data files by manually
copying files” on page 1668.
CAUTION

.

files, ADAM does not function when restored on a new server.

Backing up Real-Time Reporting and Emergency Help Configuration

settings
In addition to backing up files using one of the options listed, you must take note
of your Real-Time Reporting Configuration settings (IP Send Address and IP
Receive Address) and your Emergency Help configuration settings whenever
these settings change. Your Real-Time Reporting configuration settings and
your Emergency Help configuration settings are manually reconfigured during
the restoration process. For details, see “How to back up Real-Time Reporting
and Emergency Help configurations,” on page 1669.
Backing up and restoring data on a co-resident server

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

Manager Server, the entire server is backed up, including Contact Center
Manager Administration. This ensures that the data between the two
applications is always synchronized.
Whenever you perform a partial backup of Contact Center Manager Server, you
must ensure that you also perform a backup of Contact Center Manager
Administration. Furthermore, you must store both backups in the same location.
For information about performing backups in Contact Center Manager Server,

see the Contact Center Manager Server Installation and Maintenance Guide.

Performing full backups of the Contact Center Manager

Nortel also recommends that before you perform a migration or significant
upgrade, that you make a complete backup of the entire Contact Center
Manager Administration server including Active Directory Application
Mode (ADAM) and the system state, by using the Microsoft Windows
backup method, or by using a proven third-party backup tool of your choice.
A full backup of the source server, including the system state, allows
regression of the source server back to its original state, if required.
If you encounter a problem with a migration or upgrade procedure, or if you

encounter a product problem, you can use the full backup you create to
return the source server to its original state, if required.
For details about creating full backups of the application server, refer to
your choice.

How to back up Contact Center Manager

Administration data files
To back up Contact Center Manager Administration data files, you can select
Back up data using the Nortel Backup and Restore utility—For details
see, “Option 1: Backing up Contact Center Manager Administration data
files by using the Nortel Backup and Restore utility” on page 1654.
Back up data using the Microsoft Windows Backup Tool—For details
see, “Option 2: Back up Contact Center Manager Administration data files
using the Microsoft Windows Backup Tool” on page 1664.
Back up data using a third-party backup option of your choice—For
details, see “Option 3: Known issues when backing up data using Veritas
Backup Exec 9.1” on page 1666.
Back up data by manually copying files—For details, see “Option 4:
Backing up Contact Center Manager Administration data files by manually
copying files” on page 1668.
CAUTION

.

Option 1: Backing up Contact Center Manager Administration data

files by using the Nortel Backup and Restore utility
The Nortel Backup and Restore utility is automatically installed on the Contact
Center Manager Administration server when you install the Contact Center
When you back up the server with this utility, you can

save a single file that is a snapshot of the preselected Contact Center

Manager Administration files to a predefined file location on the server or
to a location on another server in the same domain. To backup to another
server in the domain, you must
map a drive to that server.
have write privileges on that server.
save the preselected files to a tape drive.

schedule automatic backups of data on a daily, weekly, or monthly basis
to run during periods of low contact center activity.
to synchronize Contact Center Manager Administration backups with

scheduled Contact Center Manager Server backups.
schedule multiple backup tasks.
You can then use the backup file to restore the Contact Center Manager
Administration files to the state in which they were when the last scheduled
backup occurred. After you complete the backup, the backup file is
automatically verified.
You can use this utility to back up the files located in the following folders
(where C is the drive on which you installed Contact Center Manager
Administration):
ADAM-specific data stored in the following folders:
C:\Program Files\Microsoft ADAM\
C:\Windows\ADAM
Historical reporting template files (both imported and custom) and Audit
Trail event logs that are stored in the following folders:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\
Historical\
The Report Creation Wizard database files that are stored in the following
folder:
C:\Program Files\Nortel Networks\Wclient\Server\RCW\Data
A record of displays for real-time reporting exported to the following
folder:

Networks\WClient\Apps\Reporting\RealTime\Exports\
An index file for Custom Report Groups that is stored in the following
folder:
Networks\WClient\Apps\AccessMgt\AccessXML\
A record of displays for Emergency Help that is exported to the following
folder:
Networks\WClient\Apps\EmergencyHelp\Exports\
The file Backup.bks lists all the individual files that you need to back up. This
file is created when you run the utility and can be found at the following
location:
C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Backup.bks
When you back up the files with this utility, the system creates a single file that
you can then use to restore the individual files that were backed up on the server.
By default, this file is called Restore.bkf and is located in the following default
folder:
C:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\Restore.bkf
Nortel recommends that you change the name of the backup file to:
CCMA6_[SUxx]_Restore.bkf where [SUxx] is replaced with the last SU or SUS
installed.
Backing up data using the Nortel Backup and Restore utility

Configuration.


3 Click Backup & Restore.


4 Select the Backup tab.

Result: The Backup window opens.
5 To save the backup file to a file location:

a. Select the File option.
b. Review the default location of the backup file, Restore.bkf. This is the
file that the utility creates when you back up the Contact Center
Manager Administration files. The file contains a snapshot of all
Contact Center Manager Administration files that you back up.
OR
To change the default name or location of this file, click Browse and
navigate to the location in which you want to store the file, and type a
new file name, if desired. If the Contact Center Manager Administration
server is in a domain, you can back up files to another server in that
domain. To select a file location on another server in the domain, you
must map a drive to that server and must have read/write privileges on
that server.
c. From the Archive Backup Files every list, select the number of
backup files that you want to keep in the backup location. You can keep
from 2 to 10 backups, or all backups. This provides you with the
flexibility to retain only the most recent backups to save space in your
backup location. For example, If you select 3 backups from the Archive

Backup Files every list, the system retains only your most recent three
backups in the backup location.
OR
To save the backup file to a tape drive:
a. Select Tape.
b. To determine the Media Pool name of the tape drive, click Start >
Settings > Control Panel > Administrative Tools > Computer
Management > Storage > Removable Storage > Media Pool >
Backup. The Media Pool name is listed in Backup folder.
c. In the Media Pool text box, type the Media Pool name of the tape
drive. The Media Pool name must match the Media Pool name in the
Backup folder.
ATTENTION
Any tape in the media drive is overwritten.
6 Click Next.
Result: The Schedule page appears.
7 Select one of the following backup schedule options:

Daily (to schedule recurring backups once a day)
Weekly (to schedule recurring backups once a week)
Monthly (to schedule recurring backups once a month)

One Time Only (to schedule a one-time-only backup at a time in the

future)
Run Now (to back up files immediately after you enter a valid username
and password)
Result: Based on your selection, scheduling options appear below the
schedule area.
8 Define the backup schedule, and then click Next.

You can schedule a task only on the last day of the month that contains the
least number of days. For example, if you want the backup to run every
month, then you can schedule it to occur on day 28 only. However, if you
clear February, then the last day of a monthly schedule is 30. If you clear
April, June, September, and November, then the last day of a monthly
schedule is 31.

Result: The User Account with Administrative Privileges page appears.
9 In the Username box, type a valid administrator username.

10 In the Password box, type a valid administrator password.
You must enter a username and password that are configured with
administrative privileges on the server to which you back up. If you enter an
invalid username and password, a window appears prompting you to
reenter a valid username and password. If this occurs, click OK and reenter
a valid username and password.
11 If you selected a backup location on another server in a domain, from the
Domain list, select the domain. The default option is this computer (for
example, the Contact Center Manager Administration server that you are
logged on to).
12 Click Finish.
Result: The system backs up the required files at the time you specified
and stores the backup in the Restore.bkf file in the default location (or in the
custom file name and location that you have chosen). For details about
restoring the information in this file, see “Option 1: Restoring Contact
Center Manager Administration data with the Nortel Backup and Restore
utility,” on page 1676.
Note: To schedule multiple backups, repeat the backup procedure until you
schedule all of your required backup tasks.

To view and manage scheduled tasks in the Nortel Backup and

Restore utility
Configuration.


4 Select the View Scheduled Tasks tab.

Result: A list of your scheduled tasks appears including the status and the
next scheduled run time of each task.
5 Highlight a task and select an action from the following options:

To view the details of a task, click View Details.
Result: A detailed log file of your task appears.
To delete a task, click Delete Task.
Result: A window appears asking you to confirm your choice. Click Yes to
delete the task.
6 Click Close.

Option 2: Back up Contact Center Manager Administration data files

using the Microsoft Windows Backup Tool
You can back up Contact Center Manager Administration data using the
Microsoft Windows Backup Tool. As with the Nortel Backup and Restore
utility, the Microsoft Windows Backup Tool has a scheduling component that
you can use to schedule automatic backups of data, possibly to run during
periods of low contact center activity, or to synchronize Contact Center Manager
Administration backups with scheduled Contact Center Manager Server
backups.
Backing up data files using the Microsoft Windows Backup Tool

For detailed information about the Microsoft Windows Backup Tool, go to the
4 In the left pane, select the check box for each of the following files or
folders (where <x> is the Contact Center Manager Administration install
directory):
<x>:\Program Files\Microsoft ADAM
<x>:\WINDOWS\ADAM

Networks\WClient\Apps\Reporting\RealTime Exports
<x>:\Program Files\Nortel Networks\WClient\Server\RCW\Data
OR
To back up the Audit Trail events log only, select <x>:\Program
Files\Nortel Networks\WClient\Apps\Common\Icedb\ICELog.mdb.
OR
6 In Backup media or file name, do one of the following:
If you back up files and folders to a file, type a path and file name for the
backup (.bkf) file, or click the Browse button to find a file.
If you back up files and folders to a tape, choose the tape you want to
use.
Result: The Options dialog box appears.
8 Select the General tab.
9 On the General page, select the Verify data after backup completes
option.
10 Click OK.
Result: The Options dialog box closes.


To schedule backups, you must ensure that your backup tool lets you back up all
these file types without requiring you to manually copy any of them.
Option 3: Known issues when backing up data using Veritas Backup

Exec 9.1
To back up the Contact Center Manager Administration data, you can use a
third-party tool instead of the Nortel Backup and Restore utility or the Microsoft
Windows Backup Tool. Nortel tested the Veritas Backup Exec 9.1 tool, which
you can use to back up the Contact Center Manager Administration data. The
information described here pertains to the Veritas Backup 9.1 software.
ATTENTION
system rebuild.
If you use Veritas to back up Contact Center Manager Administration data, you
The default installation of Veritas Backup Exec uses the TCP port 10 000,
which is also the default port used by the Contact Center Manager


port that it uses to another port number of your choice (the Contact Center
Manager Administration Toolkit NameService port number cannot be
changed at this time). When changing the port number, you must first
investigate the ports that are currently being used by all the products in your
network (both Nortel and third-party products). Then, choose a port that
does not cause a conflict between any of these products. For a list of ports
used by Contact Center Manager Administration, see Contact Center
Configuration Guide. For instructions for changing the Veritas Backup
www.nortel.com for the latest supported Veritas hotfix and/or service pack
Shadow Copy Service installed.
To back up the Contact Center Manager Administration ADAM
information with the Veritas Backup Exec tool, ensure that the ADAM
service is running, and then select the Shadow Copy Components > User
Data > Active Directory Application Mode > C:\Program Files\Microsoft
ADAM\instance1\data where C:\Program Files\Microsoft
ADAM\instance1\data is the instance that Symposium Web Client data
uses.
You must also back up all other directories detailed in the section “Backing
up data files using the Microsoft Windows Backup Tool” on page 1664.
www.veritas.com.

Option 4: Backing up Contact Center Manager Administration data

files by manually copying files
CAUTION

.

Back up the files in the folders in the following list (where <x> is the Contact
Center Manager Administration install directory) to a secure storage location
such as a tape drive or a safe network drive.
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\
Historical\data
<x>:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\
AccessXML
Real-time display snapshots are stored as HTML files in the following
default path:
<x>:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\
Exports
Emergency Help snapshots are stored as HTML files in the following
default path:
The Audit Trail events log is contained in the folder <x>:\Program Files\Nortel
Networks\WClient\Apps\Common\Icedb. To back up the Audit Trail events log
only, select the <x>:\Program Files\Nortel
Networks\WClient\Apps\Common\Icedb\ICELog.mdb file only.

How to back up Real-Time Reporting and

Emergency Help configurations
There are two Contact Center Manager Administration configuration settings

that are stored in the Windows Registry:
Real-Time Reporting configuration settings (IP Send and IP Receive
Addresses)
Emergency Help configuration settings
Because these settings do not change often and cannot be backed up using
backup procedures, Nortel recommends that you take note of the Real-Time
Reporting configuration settings (IP Send and IP Receive Addresses) and the
Emergency Help configuration settings whenever these settings change (for
example, after installing or upgrading Contact Center Manager Administration).
These settings must be manually reconfigured during a restoration process.
To back up Real-Time Reporting and Emergency Help

configurations
4 Take note of all settings in the RTR Registry Settings dialog box.
5 Close the RTR Registry Settings dialog box.
Help folder.
pane,


8 Take note of all settings in the Emergency Help Registry Settings dialog
box.

Section D: How to restore CCMA data
In this section
Overview 1672
How to restore data 1675
How to switch to the standby server in Agent Desktop Display 1688
How to change the computer name after installation 1689

Overview
There are several scenarios in which it is necessary to restore Contact Center

Manager Administration data, including:
If you recover from a Contact Center Manager Administration server
hardware failure when Contact Center Manager Server data is being
restored.
If you move to a replicating server as a result of a failure on your primary
If you revert the Contact Center Manager Administration software back to a
previous version.
You must restore data to the same version of Contact Center Manager
Administration as that which you backed up.
If you make an error while entering Contact Center Manager
Administration data and you need a previous version of the data (Contact
Center Manager Administration data is all data excluding configuration
data, scripts, and agents and supervisors).
If you migrate Contact Center Manager Administration data to a new
server.
Options for restoring Contact Center Manager Administration data

You can restore data onto the Contact Center Manager Administration server in
one of the following ways:
Use the Nortel Backup and Restore utility to restore the series of
preselected Contact Center Manager Administration files that you backed
up with this utility.
Use the Microsoft Windows Backup Tool to restore your Contact Center
Manager Administration data.
Manually restore the files.
Use a third-party tool such as Veritas Backup 9.1 to restore your Contact
Center Manager Administration data.
Choose the method that best suits your organization.

Synchronizing the restoration of Contact Center Manager Server data

and Contact Center Manager Administration data
To prevent synchronization issues, you must restore the Contact Center Manager
Administration data whenever you restore the Contact Center Manager Server
data.
To restore the Contact Center Manager Administration data, follow the

procedure outlined in “How to restore data” on page 1675.
Also, you must ensure that the Contact Center Manager Administration data was
backed up at the same time as the Contact Center Manager Server data was
backed up. Because Contact Center Manager Server backups may be scheduled
to occur automatically when the contact center is not busy, and possibly when an
administrator is not available, you must ensure that you also schedule Contact
Center Manager Administration backups to occur at the same time as these
backups. For information about scheduling a Contact Center Manager
Administration backup, see Section C: “How to create CCMA data backups,” on
page 1645.
Note: Because the backups must occur at the same time, you must ensure that
the time of the servers in question is synchronized when scheduling a backup.
Restoring data on a co-resident server

ATTENTION
Do not install the Veritas Backup 9.1 software on co-
resident systems containing Contact Center Manager
Contact Center Manager Administration data on a co-
resident system, it has an adverse effect on the operation
of the system and may require a complete system rebuild.
To keep data synchronized between Contact Center Manager Server and Contact
Center Manager Administration on a co-resident server, you must ensure that
whenever you back up one application, you also back up the other at the same
time.

In a co-resident environment, when you perform a full offline backup of the

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

data on a stand-alone, with the exception that the restoration of data on the
Contact Center Manager Administration server must be synchronized with the
restoration of data on the Contact Center Manager Server.
For information about performing backups in Contact Center Manager Server,

see the Contact Center Manager Server Installation and Maintenance Guide.

How to restore data
To restore data in the event of a server failure or to revert to a previous snapshot

of Contact Center Manager Administration data, you can select one of the
following options:
Restore data using the Nortel Backup and Restore utility—For details,
see “Option 1: Restoring Contact Center Manager Administration data with
the Nortel Backup and Restore utility” on page 1676.
Restore data using the Windows Backup Tool—For details, see “Option
2: Restoring data files using the Windows Backup tool” on page 1681.
Restore data by manually restoring files—For details, see “Option 3:
Restoring files by manually restoring files” on page 1684.
Restore data using a third-party tool such as Veritas Backup 9.1—For
details, “Option 4: Restoring files using the Veritas Backup Exec 9.1 tool”
on page 1685.
ATTENTION
When restoring Contact Center Manager Administration
data, you must restore data that was backed up from the
same release and version of the software as that which is
currently installed on the Contact Center Manager
Administration server. For example, if your Contact Center
Manager Administration server currently contains Contact
Center Manager Administration Release 6.0, then you can
only restore a backup of Release 6.0 data onto this server.
You cannot restore data from previous Service Updates. If
you restore data backed up on previous versions, you
corrupt your server.
You can use the instructions in this section to restore Contact Center Manager
Administration data from a primary server and restore the same data to a new
Contact Center Manager Administration server. You can use this procedures in
this section to:
recover from a system failure if your Contact Center Manager
Administration server fails completely (for example, due to serious
hardware failure)

restore data to the replicating server if a failure occurs on your primary

server
restore Contact Center Manager Administration data onto the same server
from which it was backed up (for example, to roll back erroneous data or
recover from a data loss issue)
restore Contact Center Manager Administration data to a new server if you
perform a data migration from an existing server to a new server
Option 1: Restoring Contact Center Manager Administration data with

the Nortel Backup and Restore utility
When you back up Contact Center Manager Administration data with the Nortel
Backup and Restore utility, it creates a single file with the default name of
Restore.bkf. If you need to restore the Contact Center Manager Administration
data to its original state when you backed up the files, you can launch the utility
and navigate to this file.
Restoring data with the Nortel Backup and Restore utility
ATTENTION
procedure.
Configuration.




5 Click Restore Files.

Result: The Windows Backup utility launches.

7 In the left pane, select the most recent backup file (or the file containing the
data that you want to restore, if not the most recent file).
8 Expand this file fully by clicking the plus sign (+) beside it. The file name
expands to reveal a series of files.
9 Place a check mark beside the files that you want to restore. To select all
the files, place a check mark beside the parent file name.
be restored so that they are not restored replicating server. When you clear
these files, a gray check mark remains beside them, indicating that they are
not going to be restored, as shown in the figure Restore and Manage
Media.
10 Ensure that the option to always replace the files on the computer is
selected.
11 Ensure that Original location appears in the Restore files to list.
Result: The system restores the files.
If you did not stop the SymposiumWC service prior to the restore, you must
restart your computer when prompted.
14 If your registry settings are unchanged, you can skip to step 15. If you
restore to a new server, or if your registry settings are corrupted or
overwritten, you need to manually reconfigure your Real-Time Reporting
and Emergency Help configuration settings. These settings must be the
same as they were prior to the data restoration.
a. Click Start > All Programs > Nortel Contact Center > Manager
b. In the left pane, click on the Real-Time Reporting folder.

c. In the right pane, click RTR Registry Settings icon.

d. Reenter all settings in the RTR Registry Settings dialog box that you
noted in “How to back up Real-Time Reporting and Emergency Help
configurations,” on page 1669.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
h. Reenter all settings in the Emergency Help Registry Settings dialog
box that you noted in “How to back up Real-Time Reporting and
Emergency Help configurations,” on page 1669.
i. Click OK.
j. Close all windows.
15 You must now reactivate historical reports and scheduled events.
a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
e. Open each scheduled assignment and reactivate.
If Contact Center Manager Administration is on a Stratus Server, you may
need to restart the iceRTDService for real-time displays to function
correctly.

Option 2: Restoring data files using the Windows Backup tool

As of the date of publication of this guide, you can find this documentation at
www.microsoft.com.
ATTENTION
procedure.
6 Select Always replace the file on my computer.
When you use the Windows Backup Tool to restore the Contact Center
Manager Administration data files, it is very important that you select the
option to always replace the files on the computer. As of the time of
publication, you can select this option in the Restore tab of the Options
window (accessible from the Tools menu), or when you use the Restore
Wizard in the Advanced Options “How To Restore” page.

7 Click Apply.
8 Click OK.
Result: The Restore and Manage Media window reappears with the text “If
files exist: Always replace” appearing in the lower part of the window.
9 In the left pane, browse to the backup file (.bkf) to restore. For more
information about creating backups, see Section C: “How to create CCMA
data backups,” on page 1645.
be restored so that they are not restored replicating server. When you clear
these files, a gray check mark remains beside them, indicating that they are
not going to be restored.
Note: If the Contact Center Manager Administration server is not running in
a replication environment, an authoritative restore is not required. However,
if the Contact Center Manager Administration server is running in a
replication environment, an authoritative restore may be required. For more
information about authoritative restoration, see the Microsoft ADAM online
Help.
Result: The Confirm Restore window appears.
11 Click OK.
Result: The Restore Progress window appears and informs you when the
restore process is complete.
14 If you have already configured your Real-Time Reporting and Emergency
Help settings to match the settings prior to data restoration, you can skip
this step and proceed to step15. If not, you must manually reconfigure your
Real-Time Reporting and Emergency Help configuration settings. These
settings must the same as they were prior to the data restoration.

a. Click Start > All Programs > Nortel Contact Center > Manager
b. In the left pane, click on the Real-Time Reporting folder.
c. In the right pane, click RTR Registry Settings icon.
d. Reenter all settings in the RTR Registry Settings dialog box that you
noted in “How to back up Real-Time Reporting and Emergency Help
configurations,” on page 1669.
e. Click OK.
f. In the left pane of the Configuration window, click on the Emergency
Help folder.
Result: The Emergency Help Registry Settings icon appears in the
right pane,
g. Click on Emergency Help Registry Settings icon.
h. Reenter all settings in the Emergency Help Registry Settings dialog
box that you noted in “How to back up Real-Time Reporting and
Emergency Help configurations,” on page 1669.
i. Click OK.
j. Close all windows.
15 You must now reactivate historical reports and scheduled events.
a. Launch the Historical Reporting component in Contact Center Manager
Administration.
b. In the scheduled events window, select all the scheduled assignments.
c. Click Activate.
d. Launch the Contact Center Management component in Contact Center
e. Open each scheduled assignment and reactivate.


correctly.
Option 3: Restoring files by manually restoring files

Restore the files in the folders in the following list from your backup file
location or tape drive.
ATTENTION
procedure.
Networks\WClient\Apps\Reporting\Realtime\Exports

<x>:\Program Files\Microsoft ADAM\instance1\
If Contact Center Manager Administration is on a Stratus Server, after you

restore the data, you may need to restart the iceRTDService for real-time
displays to function correctly.
Option 4: Restoring files using the Veritas Backup Exec 9.1 tool
ATTENTION
system rebuild.
Contact Center Manager Administration data. There are several other third-party
tools that can perform a similar function; choose the tool that best suits your
organization.
If you use Veritas to restore Contact Center Manager Administration data, you
You must ensure that Restore over existing files is selected in the general
properties for the restore job. For more information, consult the Veritas
application online Help.
10 000, which is also the default port used by the Contact Center Manager

port that it uses to another port number of your choice (you cannot change
the Contact Center Manager Administration Toolkit NameService port
number). When changing the port number, you must first investigate the
conflict between any of these products. For a list of ports used by Contact
Center Manager Administration, see the Contact Center Manager
Shadow Copy Components, as well as any hard drive components (Contact
Center Manager Administration folders).
When you restore the Contact Center Manager Administration ADAM files
(Shadow Copy Components), the SymposiumWC service is stopped
automatically. You must manually restart the service after the restoration is
complete.
After you restore your data, you must perform the following tasks:
Manually reconfigure your Real-Time Reporting and Emergency Help
Reactivate scheduled assignments. Launch the Historical Reporting
component in Contact Center Manager Administration. In the scheduled
events window, select all scheduled assignments and click Activate.

Launch the Contact Center Management component in Contact Center

If you have Network Control Center (NCC), go to the Configuration
correctly.
www.veritas.com.

How to switch to the standby server in Agent

Desktop Display
If you have a replicating server installed and if you configured your Agent
Desktop Display with IP addresses for standby servers, use the following
procedure to switch to the standby server in the event of a failure on the primary
server.
Switching to the standby server in Agent Desktop Display

1 On each agent workstation, click Start > Programs > Agent Desktop
Displays > Server IP Addresses Configuration.
Result: The Server Configuration dialog appears.
2 Change the buttons to the appropriate standby server.

Note: The IP addresses of the Standby server are configured when Agent
Desktop Display is installed and configured on the client PC.

How to change the computer name after

installation
If you change the Contact Center Manager Administration server name after
installation, you must perform postchange tasks to successfully connect to a
Contact Center Manager Administration server with a new name.
To change the Contact Center Manager Administration server name on a stand-

alone server, see “Change the Contact Center Manager Administration server
name” on page 2092. To change the Contact Center Manager Administration
server name on a server that is co-resident with Contact Center Manager Server,
see “Change the co-resident server name” on page 2058.


Chapter 15
Working with CCMA events
In this chapter
Overview 1692
Configuring SNMP on the server 1694
Selecting the events to be forwarded 1697
Configuring the NMS 1704
Using the Windows Event Viewer 1705

Working with CCMA events Standard 10.15
Overview
Events are log entries that record activities on Contact Center Manager
Administration, such as
sending or receiving messages
opening or closing applications
errors
Some events are for information purposes only, while others can indicate
problems. Events are categorized by severity.
Contact Center Manager Administration uses Simple Network Management

Protocol (SNMP) and Event to Trap Translator (both packaged with the
Windows 2003 operating system) to trap and forward Contact Center Manager
Administration events to the Network Management System (NMS). Use the
Windows Event Viewer to view the events.
This chapter explains how to configure the Windows Simple Network

Management Protocol (SNMP) on the server, and how to select events for
forwarding to the NMS using Event to Trap Translator.
Event severity
Events are assigned a default severity of Information, Minor, Major, or Critical.
The Alarm Monitor does not report Information-level events.
Information
These events indicate that something noteworthy has happened on the system,
but do not mean that there is a problem. For example, an information-level event
can indicate that a service has started or stopped. These events appear in the
Event Browser but not in the Alarm Monitor.
Minor
These events indicate that a non-service-affecting fault condition exists and that
you must take corrective action to prevent a more serious fault. For example, a
minor event is generated when the file system is 90 percent full.

December 2007 Working with CCMA events
Major
These events indicate that a service-affecting condition has developed and an
urgent corrective action is required. The event condition can cause severe
degradation in server performance, and you must restore full capacity. For
example, a major event is generated when the file system is 100 percent full.
Critical
These events indicate that a service-affecting condition has occurred and an
immediate corrective action is required. Critical events are reported when a
component is completely out of service and you must take immediate action to
restore it. For example, a critical event is generated when the file system crashes.
Simple Network Management Protocol

Contact Center Manager Administration also supports Simple Network
Management Protocol (SNMP) traps. You can use SNMP to send events to a
Network Management System (NMS) on your network.

Configuring SNMP on the server
Windows Server 2003 provides a Simple Network Management Protocol

(SNMP) agent, which runs as a service on the Contact Center Manager
Administration server. You can use this service to forward events to a Network
Management System (NMS) on your network. To do so, you must do the
following tasks:
Configure the Windows SNMP service on the server (see “To configure the
Windows SNMP service” on page 1694).
Select the types of events to be forwarded to the NMS (see “To select the
types of events to be forwarded” on page 1697).
Configure the NMS. For more information about configuring your NMS to
receive and interpret traps, consult your NMS documentation.
To configure the Windows SNMP service

2 Click Start > Programs > Administrative Tools > Services.
Result: The Services window appears.
3 From the list of Services, select the SNMP Service.
4 Click Action > Properties.
Result: The SNMP Service Properties window appears.

5 Click the Traps tab.
6 If no community name is defined, in the Community name box, type public.

7 Click Add to list.
8 To add the IP address of the NMS to which the server sends traps, click
Add.
Result: The SNMP Service Configuration window appears.
9 In the text box, type the IP address of the NMS.

10 Click Add.
Result: The SNMP Service Configuration window closes.
11 In the SNMP Service Properties window, click OK.
Result: The SNMP Service Properties window closes.
12 In the Services window, right-click the SNMP Trap Service.

13 From the resulting menu, click Start.

Result: The SNMP Trap Service starts.
14 Close the Services window.

Selecting the events to be forwarded
Use the Event to Trap Translator (evntwin.exe) that is packaged with Windows
Server 2003 to select the events to be forwarded to the Network Management
System (NMS).
To select the types of events to be forwarded

2 In the command box, type evntwin.
Result: The Event to Trap Translator window appears.
3 Under Configuration type, select Custom.

4 Click Edit.
Result: The Event Sources and Events are displayed in the lower section
of the window.
5 Under Event sources, click the Application folder.

Result: The Application folder expands.

6 Click the CCMA folder.

Result: A list of Contact Center Manager Administration events is
displayed in the Events section of the window.
7 From the list of Contact Center Manager Administration events, double-

click the Contact Center Manager Administration event that you want to
convert to SNMP trap.
8 Click OK on the Properties dialog window if no change is required for the
Generate trap.
Note: The default setting is to generate trap if the event reaches 1.
Result: The selected event appears in the Events to the translated into
traps list in the upper section of the window.
9 Repeat steps 7 and 8 for each event that you want added to the list of
events to be translated into traps.
Note: For a list of recommended events to be translated into traps, see
“Recommended operating system events to be converted to SNMP traps,”
on page 1700 and “Recommended Contact Center Manager
Administration events to be converted to SNMP traps,” on page 1701.

Recommended operating system events to be converted to SNMP

traps
For a complete list of operating system event codes, refer to Appendix A, “Event
Codes.”
Event
Event ID Severity Source Description and mitigation
ISS Service 7031 Critical Service Description: The World Wide Web
Failure Control Publishing Service service terminated
Manager unexpectedly.
Mitigation: Specify a recovery action
of restart for the Service.
IIS Service 7031 Critical Service Description: The IIS Admin Service
Failure Control service terminated unexpectedly.
Manager Mitigation: Specify a recovery action
ADAM Service 7031 Critical Service Description: The SymposiumWC

Real Time 7031 Major Service Description: The IceRTDService

Information Control service terminated unexpectedly.
Service Failure Manager Mitigation: Specify a recovery action
ICE Assignment 7031 Major Service Description: The ICE Assignment

Service Failure Control service terminated unexpectedly
Emergency 7031 Major Service Description: The IceEmHlpService

Help Service Control service terminated unexpectedly.
Failure Manager Mitigation: Specify a recovery action

Event
License 7031 Major Service Description: The CCMA LMService

Manager Control service terminated unexpectedly.
Recommended Contact Center Manager Administration events to be

converted to SNMP traps
For a complete list of Contact Center Manager Administration event codes, refer
to Appendix A, “Event Codes.”.
Event ID Severity Source Description
101 Critical CCMA Registry key \SOFTWARE\Nortel\RTD can not

be created or opened!
102 Critical CCMA Registry value

\SOFTWARE\Nortel\RTD\Transform Rate can
not be read!

\SOFTWARE\Nortel\RTD\Output Rate can not
be read!
104 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\IP

Receive can not be read!

Receive can not be written!

Send can not be written!

not be written!


be written!

Send can not be read!
110 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\OAM

Timeout can not be written!

Timeout can not be read!

\SOFTWARE\Nortel\RTD\Tranmission Option
cannot be written!
cannot be read!
119 Critical CCMA Registry value \SOFTWARE\Nortel\RTD\Max
Unicast Sessions cannot be written!

Unicast Sessions cannot be read!

\SOFTWARE\Nortel\RTD\Compression cannot
be written!

be read!

\SOFTWARE\Nortel\RTD\Multicast Filter
cannot be written!


cannot be read!

Configuring the NMS
After you configure SNMP on the server and select the events for forwarding,
you must configure the NMS to receive and interpret traps.
For information about configuring your NMS, refer to your NMS

documentation.

Using the Windows Event Viewer
Use the Windows Event Viewer on the server to view events generated by the
Contact Center Manager Administration server. For more information about the
Event Viewer, refer to the documentation supplied with the Windows operating
system.


Chapter 16
Working with domains and

workgroups
In this chapter
Overview 1708
Deciding between a workgroup and a domain 1710
Changing the network settings of your server from workgroup to domain 1712
Changing the network settings of your server from domain to workgroup 1719

Working with domains and workgroups Standard 10.15
Overview
This chapter provides information that helps you decide whether to place your
Contact Center Manager Administration server in a workgroup or a domain.
It also provides procedures for changing your server from a domain member to a
workgroup member and vice-versa.
Defining workgroups and domains
Domain
A domain is a grouping of accounts and network resources under a single
domain name and administrative boundary.
Workgroup
A workgroup is a more basic grouping, intended to help users find objects such
as printers and shared folders within that group.
Workgroups, domains and Contact Center Manager Administration

In previous releases of Symposium Web Client installed on Windows 2000, the
Symposium Web Client server had to be a domain controller. Having the
Symposium Web Client server as a member of a workgroup was not an option.
With Symposium Web Client 4.5 or Contact Center Manager Administration

installed on Windows 2003, you now can place your server in a workgroup in
addition to the option of placing your server in a domain. However, there are
some networking limitations when you place the Contact Center Manager
Administration in a workgroup. For example, you cannot replicate ADAM if
your Contact Center Manager Administration server is placed in a workgroup.

December 2007 Working with domains and workgroups
Domain group policies and the Contact Center Manager

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

Deciding between a workgroup and a domain
If you place your Contact Center Manager Administration server in a domain,

your administration is centralized and you can access associated Windows
networking functionality.
If you place your Contact Center Manager Administration server in a

workgroup, you lose some of the networking capabilities that are specific to
domains, but you gain more local administration control of the server.
Whether your Contact Center Manager Administration server is part of a

workgroup or a domain determines some of the network functions available to
you related to ADAM replication and report synchronization options.
The table lists the differences in networking functionality available when your
Contact Center Manager Administration server is part of a domain and when the
Contact Center Manager Administration server is part of a workgroup.
NETWORK
FUNCTIONALITY WORKGROUP DOMAIN
ADAM replication NOT AVAILABLE AVAILABLE
Report 2 options: 3 options:

synchronization
Local User Accounts Domain User Account
options
Everyone Group Local User Accounts
(IUS_SWC and
iceAdmin)
Everyone Group
If you decide to place your Contact Center Manager Administration server in a

workgroup, ADAM replication is not possible and your report synchronization
options cannot be configured to use the domain user account.

Mixed workgroup and domain environments

You also can place the Contact Center Manager Server in a workgroup or a
domain.
There are no issues when configuring your Contact Center Manager

Administration server and your Contact Center Manager Server in mixed
workgroup and domain environments. That is, you can place your Contact
Center Manager Administration server in a domain and place your Contact
Center Manager Server in a workgroup and vice-versa with no negative effect
on Contact Center Manager Administration functionality.

Changing the network settings of your server

from workgroup to domain
It is possible to change the network settings of your Contact Center Manager

Administration server from workgroup to domain with no negative effect on
your Contact Center Manager Administration server.
If you change your Contact Center Manager Administration from a workgroup

member to a domain, you can access the following network functionality:
ADAM replication
Report synchronization can be configured to use the Domain User Account





5 Click OK.

8 Click OK.
Synchronizing the user report templates

When the Contact Center Manager Administration server is moved from
workgroup to domain, you must ensure that the user imported report templates
are synchronized.
You have three options for ensuring that the user imported report templates are
synchronized after moving the Contact Center Manager Administration server
from workgroup to domain.

Option 1: Replace the Contact Center Manager Administration IIS

directory service account with the domain account
To replace the Contact Center Manager Administration IIS directory service
account with the domain account, complete the following tasks:
1. On the Contact Center Manager Administration server, complete the
procedure “Setting the directory security account of the server default Web
site to the network domain account,” on page 202.
2. On the network PC, share the network folder with read permissions for the
domain security account. For details see, “Option 2: Sharing the network
folder with Read permissions for the domain/directory security account
used for Contact Center Manager Administration server,” on page 212.
3. Revoke the share permissions from the IUSR_SWC and iceAdmin
accounts on the report folders on the network PC (if applicable).
4. Revoke the share permissions from the “Everyone” group on the shared
folder on the network PC.
5. Disable Guest account from the network PC.
6. Remove the local IUSR_SWC and iceAdmin accounts from the network
PC.
Option 2: Continue to use the read permission for local IUSR_SWC

and iceAdmin accounts on the network PC
If you choose this option, no changes are required on the Contact Center
Manager Administration or the network PC.
Option 3: Continue to use read permission for “Everyone” group on

the network PC
If you choose this option, no changes are required on the Contact Center
Manager Administration or the network PC.
Note: If the network PC is on the workgroup, the synchronization of reports

may not work.

Setting up a domain account for exporting scheduled reports to a

domain server
To export scheduled reports to a domain network PC, you must set up a domain
account in the iceAdmin Password Change Utility on the Contact Center
Before you perform this procedure:

The Contact Center Manager Administration server must be a member of
the network domain and cannot be a member of a workgroup.
You must be logged on as a user with administrator privileges.
Setting up a domain account in the iceAdmin Password Change




5 Click Domain Account.

6 From the Select Domain Name select a domain to add.

administrator.
password.

account password.
10 Click OK.
iceAdmin account.
11 Click OK.

Changing the network settings of your server

from domain to workgroup
If you change your Contact Center Manager Administration from a domain

member to a workgroup member, the following network restrictions apply:
ADAM replication is no longer possible.
Report synchronization can no longer be configured to use Domain User
Account. If your report synchronization is configured for this option, you
must change the configuration settings for report synchronization to either
Everyone Group or Local User Account.
Deleting the domain account configuration using the iceAdmin

Password Change Utility


5 Click Domain Account.


6 Click Delete.
Result: The system deletes the domain account and reverts the scheduled
report account to iceAdmin.
7 Click OK.
Changing the server from a domain member to a workgroup member



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


In the Computer Name Changes dialog box, you can change the computer
4 Select the Workgroup option, and then type the name of the workgroup.
5 Click OK.
permission to remove the computer from the domain.
6 Type the name and password in the appropriate boxes.

7 Click OK.
Result: A window appears welcoming you to the workgroup that you
specified.
Result: The server restarts.
If you previously configured a domain account in the iceAdmin Password
Change and did not delete the domain account configuration settings from
the iceAdmin Password Change Utility before switching to a workgroup, a
warning message appears when you restart. This message informs you
that report jobs are activated using the local iceAdmin account. If this
warning message appears, click OK to start.
Synchronizing the user report templates

When the Contact Center Manager Administration server is moved from domain
to workgroup, you must ensure that the user imported report templates are
synchronized.

Replacing the Contact Center Manager Administration IIS directory

security account with the Windows local user account
Complete the following tasks:
1. On the Contact Center Manager Administration server, complete the
procedure “Adding the IUSR_SWC account as the anonymous user
account for IIS,” on page 139.
2. On the network PC, complete the procedure “Creating a shared network
folder (Contact Center Manager Administration server part of a
workgroup),” on page 193.

Chapter 17
Managing security
In this chapter
Overview 1726
iceAdmin password changes 1728
Configuring Data Execution Prevention 1734
Using Security Configuration Wizard and enabling Windows Firewall 1737
Configuring Internet Explorer 1772
Installing and Configuring URLScan 1777
Enabling Secure Sockets Layer on the CCMA server 1783
Applying security patches to the CCMA server 1789
Activate the Nortel Contact Center Security Template 1791

Managing security Standard 10.15
Overview
This section includes required and optional procedures that you can perform to
increase the level of security on the Contact Center Manager Administration
server. It does not include information about security issues that are external to
the Contact Center Manager Administration server (for example, firewall setup
and configuration).
To help safeguard the Contact Center Manager Administration server against

security threats, such as unauthorized individuals trying to access restricted
information or authorized users accidentally altering or deleting files, you must
identify and configure the correct security settings for the server.
Where possible, Contact Center Manager Administration adheres to Microsoft

published guidelines about securing Internet Information Server (IIS). However,
because security policies vary from organization to organization, it is impossible
to provide security recommendations that suit all businesses. The following
security recommendations conform to best practice policies where possible,
within the scope of the technology being used.
Security procedures included in this section

This section includes the following security procedures:
configuring Data Execution Prevention (required)
using Security Configuration Wizard and enabling Windows Firewall
(optional)
configuring Internet Explorer (required)
installing, configuring, and enabling URLScan (optional)
enabling Secure Sockets Layer (SSL) on the Contact Center Manager
Administration server (optional)

December 2007 Managing security
The default installation of Windows Server 2003 on a newly partitioned server

does not include the Everyone group. However, if you install the operating
system on a partition that contains previous operating system elements, you
must manually remove this account. For details, see the Contact Center
Unlike in Windows 2000 Server, in which you can optionally replace the default
anonymous Internet user account with an account of your choice, in Windows
Server 2003 you must manually change the default anonymous Internet guest
account to the IUSR_SWC account after you install Contact Center Manager
Administration. Because this procedure is mandatory, it is covered in the
installation section. For details, see Step 11. “Add the IUSR_SWC account as
the anonymous user account” on page 138.
For security information related to cookies, see “Configuring Internet Explorer

6.0 or later on the client PC” on page 269.
To ensure that your Internet browser cache settings are set correctly, follow the
appropriate procedure for configuring your version of Internet Explorer. See
Step 3. “Configure Internet Explorer” on page 267 for details.

iceAdmin password changes
If you forget or misplace the iceAdmin password, you can use the procedure in
this section to reset it.
You can also use the first part of this procedure (steps 1 to 7) if you forget or
misplace the password and you upgrade from Contact Center Manager
Administration to a later release. During the upgrade process, the system
prompts you to type the old iceAdmin password. At this point in the
installation—and without halting the installation process—you can perform
steps 1 to 7 in the following procedure, and then return directly to the upgrade
installation, typing the iceAdmin password that you supply in step 6 in the
following procedure as the old iceAdmin password in the upgrade installation.
Manually resetting the password includes the following tasks:

1. Reset the password in Windows.
2. Reset the password by using the iceAdmin Password Change utility that is
provided with Contact Center Manager Administration.

Resetting the iceAdmin password in Windows

1 Log on to the Contact Center Manager Administration server as a user with
administrator privileges.
2 On the Contact Center Manager Administration server, click Click Start >


5 Locate and right-click the iceAdmin user.

6 From the menu, select Set Password.
Result: The Set Password window appears.
7 In the boxes provided, type the new password and confirm the password.
8 Click OK.
9 Close all windows to save your changes. Continue with the following steps
to change the password using the iceAdmin Password Change Utility.

Changing the password using the iceAdmin Password Change

Utility


4 In the Old Password box, type the same password that you used in step 7
of the previous procedure.
5 In the New Password box, type a new password for the iceAdmin user
account.
OR


Use the domain account setup function of the iceAdmin Password Change
Utility to reset the domain account password if the administrator changes it.
administrator.
password.
12 In the Confirm Domain Account Password box, reenter the domain
account password.
13 Click OK.
iceAdmin account.
14 Click OK.
and then registers the new password in all required components. You can
now return to the procedure for upgrading Contact Center Manager
Administration.

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.
To configure Data Execution Prevention (DEP) on the Contact Center

Note: Nortel recommends that you perform this procedure before you install


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

Result: The Performance Options window appears.

5 In the Performance Options window, click the Data Execution
Prevention tab.
Result: The Data Execution Prevention tab appears.
6 On the Data Execution Prevention tab, select Turn on DEP for essential
Windows programs and services only.
7 Click OK.
Result: A warning window appears notifying 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.

Using Security Configuration Wizard and

enabling Windows Firewall
Windows Server 2003 with the latest supported service pack contains new
security enhancements that impact Contact Center Manager Administration.
Security Configuration Wizard lets you configure server security based on
existing server roles. The wizard identifies and stops services that are not
required to perform existing server roles, which reduces Windows 2003
exposure to attack.
Windows Firewall is the successor to Internet Connection Firewall.
Windows Firewall is a host (or software) firewall around each client and
server in the network. You must ensure that Windows Firewall is enabled
in order that it can protect your network systems.
Nortel recommends that you install and run the Security Configuration Wizard
on the Contact Center Manager Administration server after Contact Center
Manager Administration is successfully installed and configured (including the
required multicast and unicast configurations).
To ensure Security Configuration Wizard is installed on your server

Note: Depending on your version of service pack for Windows 2003, the
Security Configuration Wizard may or may not be installed by default on the
operating system. Perform the following procedure to ensure Security
Configuration Wizard is installed.
Result: The Add or Remove programs window appears.
2 In the left pane, click Add/Remove Windows Components.
Result: The Windows Components Wizard appears.
3 In the list of components, find Security Configuration Wizard.
4 If the checkbox next to Security Configuration Wizard is selected, then
Security Configuration Wizard is installed and you can proceed to “To use
Security Configuration Wizard to secure the server,” on page 1738. If the

checkbox next to Security Configuration Wizard is not selected, proceed to

step 5.
5 In the list of components, select Security Configuration Wizard.
6 Click Next.
Result: The Configuring Components window appears, followed by the
Completing the Windows Components Wizard.
7 Click Finish.
To use Security Configuration Wizard to secure the server

2 Click Start > Administrative Tools > Security Configuration Wizard.
Note: Security Configuration Wizard is not installed by default in all
versions of Windows service packs. To install the Security Configuration

Wizard, refer to “To ensure Security Configuration Wizard is installed on

your server,” on page 1737.
Result: The Welcome to Security Configuration Wizard window appears.

3 Click Next.
Result: The Configuration Action window appears.
4 Select Create a new security policy.

5 Click Next.
Result: The Select Server window appears.
6 In the Server field, ensure your local computer name is selected.

7 Click Next.
Result: A progress bar appears indicating that the system is processing.

8 When processing is complete, click Next.

Result: The Role-Based Server Configuration window appears.

9 Click Next.
Result: The Select Server Roles window appears.
10 In the list of installed roles, ensure the following roles are selected:
ASP.NET session state server
Web server

11 Click Next.
Result: The Select Client Features window appears,

12 Click Next.
Result: The Select Administration and Other Options window appears.
13 In the list of installed options, ensure the following options are selected:
Print
Task Scheduler

14 Click Next.
Result: The Select Additional Services window appears.
15 In the list of additional services that the selected server requires, ensure the
following services are selected:
CCMA ICEEmHlpService
CCMA IceRTDService
CCMA LMService
Crystal Report Application Server
pcAnywhere Host Service
Note: pcAnywhere Host Service exists if pcAnywhere is installed.
SymposiumWC

16 Click Next.
Result: The Handling Unspecified Services window appears.

17 Click Next.
Result: The Confirm Service Changes window appears.

18 Click Next.
Result: The Network Security window appears.
19 On the Network Security window, ensure that the checkbox next to Skip
this section is cleared.

20 Click Next.
Result: The Open Ports and Approve Applications window appears.
21 Click Add.
Result: The Add Port or Application window appears.
22 In the Port number field, type 137.

23 Under Protocols, select UDP.
24 Click OK.

25 In the list of ports to open, select the following ports:

Note: If the ports do no appear in the list, you must add them to the list by
using the Add button.
80 (HTTP)
443 (HTTPS)
Port 443 is only required if SSL is configured for Contact Center
3389 (Remote Desktop Protocol)
Port 3389 is only required if Remote Desktop Connection is used as the
Remote Access tool
Ports used by pcAnywhere Host Service
Ports used by Crystal Report Application Server (1566/TCP)
Ports used by SymposiumWC (389/TCP, 636/TCP, and one other
non static port/TCP)
Ports used by CCMA ICEEmHlpService (non-static port number/TCP)
Ports used by CCMA IceRTDService (6020/UDP, 6030/UDP, 6040/
UDP, 6050/UDP, 6060/UDP, 6070/UDP, 6080/UDP, 6090/UDP, 6100/
UDP, 6110/UDP, 6120/UDP, 6130/UDP)
These are the multicast ports. If Unicast ports are required, Unicast
needs to be configured in the Contact Center Manager Administration
Configuration component before you run the Security Configuration
Wizard.
Ports used CCMA LMService
This option may not be selected by default.

26 Click Add.
27 On the Add Port or Application window, select the Approve Application

tab.
Result: The Approve Application tab appears.
28 Use the Browse button to select the following application path:

<install drive>: Program Files\Nortel
Networks\Wclient\Server\NBNmSrvc.exe
29 When the path appears in the Application path field on the Approve
Application tab, click OK.
Result: The Open Ports and Approve Applications window reappears.

30 Click Add.
31 On the Add Port or Application window, select the Approve Application

tab.
Result: The Approve Application tab appears.
32 Use the Browse button to select the following application path:

<install drive>: Program Files\Internet Explorer\iexplorer.exe
33 When the path appears in the Application path field on the Approve
Application tab, click OK.
Result: The Open Ports and Approve Applications window reappears.

34 Click Next.
Result: The Confirm Port Configuration window appears.

35 Click Next.
Result: The Registry Settings window appears.
36 On the Registry Settings window, ensure that the checkbox next to Skip
this section is cleared.

37 Click Next.
Result: The Require SMB Security Signature window appears.

38 Click Next.
Result: The Outbound Authentication Methods windows appears.

39 Click Next.
Result: The Inbound Authentication Methods window appears.

40 Click Next.
Result: The Registry Settings Summary window appears.

41 Click Next.
Result: The Audit Policy window appears.
42 On the Audit Policy window, ensure that the checkbox next to Skip this
section is cleared.

43 Click Next.
Result: The System Audit Policy window appears.

44 Click Next.
Result: The Audit Policy Summary window appears.

45 Click Next.
Result: The Internet Information Services window appears.
46 On the Internet Information Services window, ensure that the checkbox

next to Skip this section is cleared.

47 Click Next.
Result: The Select Web Service Extensions for Dynamic Content window
appears.
48 In the list of Web service extensions that the selected server requires,
ensure the following extensions are selected.
Active Server Pages
ASP.NET

49 Click Next.
Result: The Select Virtual Directories to Retain window appears.

50 Click Next.
Result: The Prevent Anonymous Users from Accessing Content Files
window appears.

51 Click Next.
Result: The IIS Summary window appears.

52 Click Next.
Result: The Save Security Policy window appears.

53 Click Next.
Result: The Security Policy File name window appears.
54 In the Security policy file name field, append a file name to the default
policy directory (for example, CCMA 6.0 SCW Policy).
55 Type a short description in the Description field,
56 Click Next.
Result: The Security Configuration Wizard Warning window appears
warning that you must reboot the server after applying the policy.

57 Click OK.
Result: The Apply Security Policy window appears.
58 Select Apply now.

59 Click Next.
Result: Security Configuration Wizard applies the security policy.

60 When the progress bar shows Application complete, click Next.

Result: The Completing the Security Configuration Wizard window
appears.
61 Click Finish.
62 Reboot your server to activate the new security policy.
Additional Windows Firewall manual exceptions

Security Configuration Wizard configures Windows Firewall by scanning all
currently running services and acquired ports. Some Contact Center Manager
utilities (for example, TraceControl utility) do not run at all the times and
therefore may not be added to the Windows Firewall when you run Security
Configuration Wizard. Nortel recommends that you manually add the program
to the Windows Firewall exception list if you are prompted when you launch the
program.

To configure Internet Explorer on application and client servers using

Windows Server 2003 with the latest supported service pack
settings detailed in Step 3. “Configure Internet Explorer” on page 267.








Initialise and script ActiveX controls not marked as safe for scripting (not
following:
File Download

10 Click OK.
Blocker Settings.
14 Click Add.
15 Click Close.

Installing and Configuring URLScan
The following two Microsoft tools enable you to add additional security features
to an IIS Web server, such as the Contact Center Manager Administration
server:
IIS Lockdown
URLScan
The default installation of Windows Server 2003 includes IIS 6.0, which has
built-in IIS Lockdown functions. On this operating system, therefore, you do not
have to install IIS Lockdown separately, as is required with previous versions of
IIS. However, if you want to use the additional functionality and features of
URLScan, or simply maintain your current security setup, you may want to
download and install the URLScan tool (version 2.5 or later) with IIS 6.0.
The procedure in this section illustrates how to download and install the
URLScan tool. This is an optional procedure that lets you further secure the
About URLScan and Windows Server 2003

URLScan is a Microsoft tool that can provide additional security for your server
when used in conjunction with the IIS Lockdown feature of IIS 6.0. It restricts
the type of HTTP requests that the server processes, and the types of file
transfers that are allowed to and from the server. For example, URLScan does
not allow users to download files with the .exe extension from the Contact
For more information about URLScan, refer to www.microsoft.com.
The default URLScan configuration blocks the transfer of all files with the .exe
extension. Therefore, when this feature is enabled, administrators cannot
download the Contact Center Manager Configuration Tool spreadsheets (which
have an .exe extension), nor can they automatically upgrade the version of the
Agent Desktop Display software that is installed on the client PCs, as this
process also requires the downloading of an .exe file from the Contact Center

Nortel recommends that you download all the needed configuration templates to
the required PC and upgrade all the Agent Desktop Display client PCs prior to
enabling URLScan on the Contact Center Manager Administration server.
Alternatively, if you need to download a spreadsheet (or another .exe file) while
URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow
this activity, provided that it conforms to your company security policy. For
more information, see “To temporarily edit the urlscan.ini file” on page 1780.
IIS 6.0 and the Contact Center Manager Administration server

The risk of IIS security vulnerability on the Contact Center Manager
Administration server is minimal for the following reasons:
The Contact Center Manager Administration server IIS component is only
used for the Contact Center Manager Administration application and is not
shared with other Web applications.
The Contact Center Manager Administration server IIS component is used
within the customer intranet environment and is not exposed to a regular
Internet environment.
Anyone who accesses the Contact Center Manager Administration IIS
contents must first go through valid Contact Center Manager
Administration user logon and password authentication.
In spite of these inherent security features, Nortel acknowledges that some

customers have security policies that may require that IIS Lockdown and
URLScan be installed and configured on the Contact Center Manager
To install URLScan (Windows Server 2003)

Nortel verified the following configuration to ensure its compatibility with the
proper Contact Center Manager Administration server operation. Therefore, if
you choose to alter this recommended configuration to meet specific customer
requirements, note that Nortel did not verify the impact of such a change on the
Contact Center Manager Administration server. Customers who deviate from
the recommended URLScan configuration must test their configuration with
Contact Center Manager Administration in a nonproduction environment before
putting the configuration online.

Nortel recommends that you not use the Contact Center Manager
Administration server to download files directly from the Internet because this
can pose a security risk. Instead, download the required file to another computer,
check the file to ensure that is virus-free, and then transfer the file to the Contact
Installing URLScan (Windows Server 2003)

1 On a computer other than the Contact Center Manager Administration
server, open Internet Explorer.
2 In Internet Explorer, navigate to the following Microsoft Web page:
www.microsoft.com/downloads/details.aspx?FamilyId=23D18937-
DD7E-4613-9928-7F94EF1C902A&displaylang=en
Result: The URLscan 2.5 Install Package page appears.
3 Click Download.
Result: The File Download window appears, enabling you to open the
installation program immediately, or save the installation file to disk.
4 Click Save, and then navigate to the folder in which you want to save the
file setup.exe.
5 After you save the file, scan the file to ensure that it is virus-free.
6 Transfer the setup.exe file to the folder of your choice on the Contact
7 Double-click the setup.exe file.
Result: The license window appears.
8 Click Yes.
Result: The program installs the URLScan software, and then the
URLScan Installer window appears, notifying you that it was successfully
installed.
9 Click OK.

What is next?
You must edit the urlscan.ini file to allow Microsoft Active Server Pages (files
with the .asp extension) and Microsoft .NET Web Service files (files with a
.asmx extension) to be transferred from the Contact Center Manager
Administration server, a requirement for proper Contact Center Manager
Administration functionality. Optionally, you can also edit this file to allow the
transfer of files with the .exe extension (so users can download the Contact
Center Manager Configuration Tool spreadsheets).
To temporarily edit the urlscan.ini file

When you install URLScan 2.5 on a server that is running Windows Server
2003, the default installation of the software blocks files with the .asp extension
on the Contact Center Manager Administration server, which prevents Contact
Center Manager Administration from functioning properly. To correct this
problem, you must edit the urlscan.ini file to allow files with the .asp extension
to be used on the Contact Center Manager Administration server.
The default installation of URLScan also prevents users from downloading files
with the .exe extension from the Contact Center Manager Administration server.
Because the Contact Center Manager Configuration Tool spreadsheets have the
.exe extension, administrators cannot download these spreadsheets when the
URLScan features are enabled, nor can they automatically upgrade the version
of the Agent Desktop Display software that is installed on the client PCs, as this
process also requires the downloading of an .exe file from the Contact Center
Nortel recommends that you download all the needed configuration templates to
the required PC and upgrade all the Agent Desktop Display client PCs prior to
enabling URLScan on the Contact Center Manager Administration server.
To download a spreadsheet (or another .exe file) while URLScan is enabled, you
can temporarily alter the urlscan.ini file to allow this activity, provided that it
conforms to your company security policy. After users download the required
files, edit and save this file again to return the security settings to their default
state.

Editing the urlscan.ini file temporarily

1 On the Contact Center Manager Administration server, browse to
C:\Windows\system32\inetsrv\urlscan\ where C is the drive on which
you installed the operating system.
2 Open the urlscan.ini file with a text editor, such as Notepad.
3 In this file, locate the section beginning with [DenyExtensions].
4 Within this section of the file, locate and comment out the value .asp
(shown in the figure Notepad) by typing a semi-colon (;) before this value.

5 Save the file.

Result: Users can download and use files with the .asp extension, as
required for proper Contact Center Manager Administration functionality.
Optionally, you can now perform the same procedure to allow files with the
.exe extension to be downloaded from the Contact Center Manager
Administration server by continuing with the following steps. (If you do not
want to allow users to download files with the .exe extension, you can now
close the urlscan.ini file.)
6 Within the same section of the file, locate and comment out the value .exe
(also shown in the figure Notepad) by typing a semi-colon (;) before this
value.
7 Save the file.
Result: Users can download the Contact Center Manager Configuration
Tool spreadsheets (and any other file with an .exe extension) from the
8 Restart IIS to register your changes to the URLScan file.
9 After the users download the required files, you must return the security
settings to normal by opening the urlscan.ini file again and reentering the
value .exe in the same position or remove the comment before the .exe.
10 Save the file and restart the IIS.
Result: Users can no longer download files with an .exe extension.

Enabling Secure Sockets Layer on the CCMA

server
Secure Sockets Layer (SSL) is the industry standard for secure network
communications. SSL uses encryption that cannot be deciphered without a key
between the client computer and the server.
SSL is best used for private data that is sent between the client and server (for
example, authentication credentials, credit card numbers, and so on). Because
SSL uses complex encryption, it requires considerable processor resources, and,
as a result, it takes much longer to send and retrieve data from an SSL-enabled
server. Therefore, enable SSL only on Web pages (ASP pages) that send and
receive sensitive information.
You do not have to enable SSL on the Contact Center Manager Administration
server; this is an optional procedure that you can perform if you think that
leaving this feature disabled poses a security risk to your organization.
To enable SSL on the Contact Center Manager Administration server, you must
perform the following two procedures:
1. Obtain and install a digital Web Server Certificate for the Contact Center
Manager Administration IIS default Web site.
2. Enable SSL on specific Contact Center Manager Administration files.
3. On the client PC, add https://<Contact Center Manager Administration
Server Name> as a trusted site in Internet Explorer in addition to http://
<Contact Center Manager Administration Server Name>.
Obtaining and installing a digital Web Server Certificate

Because obtaining and installing a digital Web Server Certificate is a standard
Microsoft procedure, this guide does not include the step-by-step details. For
more information about certificates and installation instructions, see the

In IIS, you install the certificate on the default Web site (where the Symposium
Web Client virtual directories are installed) by using the Web Server Certificate
Wizard to request a new certificate from an online Certification Authority (CA),
such as VeriSign. When you run the wizard, you can send the request online or
save the request file to disk and send it to the CA later. When you receive a
response from the CA, you can start the wizard again to complete the certificate
installation.
Web sites containing further information about digital certificates

At the time of publication, you can consult the following Microsoft Web pages
for further information about SSL:
For general information about SSL, see http://support.microsoft.com/
default.aspx?scid=kb;EN-US;q245152.
For more information about obtaining a server certificate, see
http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849.
For more information about enabling SSL on Windows 2000, see
http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/
connectivity_1s4w.asp.
Tasks for which you can enable SSL on the Contact Center Manager
You can only enable SSL for the following Contact Center Manager
Administration tasks, not for the entire Web site:
logging on to the Contact Center Manager Administration server
changing the logon password
See the following procedure for a list of the specific Contact Center Manager
Administration files on which you enable SSL.

To enable SSL on the Contact Center Manager Administration server

After you obtain and install the certificate on the Contact Center Manager
Administration default Web site, enable SSL on the following files in the
Default Web Site directory:
Authenticate.asp
ChgPasswd.asp
Default.asp
PwdMain.asp
PwdSave.asp
2 In the left pane, double-click the <computer name> heading.
3 Double-click the Web Sites folder.
4 Double-click the Default Web Site heading.

5 In the right pane, scroll down to the bottom to locate the series of .asp files
listed under the Default Web Site heading.
6 Starting with Authenticate.asp, right-click the file and select Properties.

Result: The Authenticate.asp Properties dialog box appears.

7 Click the File Security tab.
8 Under the Secure Communications heading, click Edit.

Result: The Secure Communications dialog box appears.
9 Select the Require secure channel (SSL) check box.

10 Click OK.

11 Perform steps 4 to 8 for each of the files listed at the beginning of this
procedure. When you are finished, close the Internet Information Services
(IIS) Manager window.
12 After you enable SSL for each of the files, launch Internet Explorer, and
then click Tools > Internet Options.
14 Scroll down to the bottom of the Settings box until you see the Security
section.
15 Select the Warn if changing between secure and not secure mode
option.
If you do not want to receive a warning message each time you log on to
Contact Center Manager Administration, then leave this option cleared.
16 Click OK.
17 On the client PC, add https://<Contact Center Manager Administration
Server Name> as a trusted site in Internet Explorer on the client PC in
addition to http://<Contact Center Manager Administration Server Name>.
For more information about adding Web sites as a trusted site in Internet
Explorer, see “Configuring Internet Explorer 6.0 or later on the client PC” on
page 269.

Applying security patches to the CCMA server
library, then system administrators or the contact center administrator must
fulfill this role.
Microsoft security guidelines

distributor.

required.
To ensure that you are running your server with the most current Microsoft
patches, complete the following tasks:
Review the Nortel Contact Center Portfolio Service Packs Compatibility
and Security Hotfixes Applicability List (available from Nortel Technical
Support Web site) for the list of applicable Microsoft security hotfixes that
should be applied.

Backup Contact Center Manager Administration (including the server and

database), then shut down all Contact Center Manager Administration
services before you apply any Microsoft security hotfixes using the
Microsoft instructions.
Apply Microsoft security updates on a timely basis.
If Contact Center Manager Administration does not function properly after you
apply a Microsoft security patch, then you must remove the patch and revert to
the previous version of Contact Center Manager Administration (from the
backup you made before applying the patch). For added security, always check
to see if Nortel verified the Microsoft patch for its compatibility with Contact
Center Manager Administration by going to the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List at
www.nortel.com.

Activate the Nortel Contact Center Security

Template
Nortel Contact Center 6.0 provides a set of predefined Windows Server 2003
Security Templates that you can quickly deploy to secure the Nortel Contact
Center 6.0 suite of servers.
You can activate the Nortel Contact Center security template locally or as a
group policy in an Active Directory in which the Contact Center Manager
Administration is located. You can deploy the Security Template either before
or after you install the server software.
If you activate the Nortel Contact Center Security Template locally (on the
server on which you installed Contact Center Manager Administration), you
must select the applicable Security Template for the Nortel Contact Center
application server and download the selected template from the Meridian PEP
Library Web site (www.nortel.com/espl) to the local disk drive. When the file is
downloaded, you can import and configure the Security Template using the
Microsoft Security Configuration and Analysis utility.
To activate the Nortel Contact Security Template on a co-resident server, make

sure that you download the co-resident template.
Deploying the Nortel Contact Center Security Template

1 Log on to the server as the Administrator.
3 Type mmc, and then click OK.

Result: The Console1 window appears.
4 From the File menu, choose Add/Remove Snapin.

Result: The Add/Remove Snap-in window appears.
5 Click Add.
6 The following window appears:
7 Select Security Configuration and Analysis, and then click Add.

Result: Security Configuration and Analysis appears in the Add/Remove

Snap-in window.
8 Click OK.
9 In the Console window, right-click Security Configuration and Analysis.
10 Click Open Database.

Result: The following window appears:
11 In the File Name box, enter a new database name (for example CCMA 6.0
Security Template).
12 Click Open.
Result: The Import Template window appears.
13 Select CCMA 6.0 Security Template.inf, and then click Open.
14 In the Console window, right-click Security Configuration and Analysis.
15 Click Analyze Computer Now.
Result: The Perform Analysis window appears. The default location for the
Security Template log is C:\Documents and Setttings\Administrator\My
Documents\Security\Logs\. If you want to change the location in which the
Security Template log is stored, do so now.
16 Click OK.

17 Right-click Security Configuration and Analysis, and then choose

Configure Computer Now.
Result: The Configure System window appears. The default location for
the configuration log file is C:\Documents and Setttings\Administrator\My
Documents\Security\Logs\. If you want to change the location in which the
Security Template log is stored, do so now.
18 Click OK.
19 Restart the server to activate the new security policy and configuration.
To apply the Security Template in a network domain

You can apply the Nortel Contact Center Security Templates in a network
domain environment by importing the template into a group policy object of an
organizational unit (OU) of which the Contact Center 6.0 server is a member.
1 Open Group Policy Management Console (GPMC).
2 In the console tree, expand the domain or OU into which you want to import
the Security Template. Right-click the Group Policy object that you want to
edit, and then click Edit.
3 On the Group Policy Object Editor console tree, click Computer
Configuration.
4 Click Windows Settings, and then right-click Security Settings.
5 Click Import Policy.
6 Select the Contact Center 6.0 Security Template that you want to import,
and then click Open.


Chapter 18
Troubleshooting
In this section
Technical support 1798
Section A: Installation or upgrade problems 1799
Section B: Communication problems between CCMA and CCMS 1825
Section C: Client PC problems 1843
Section D: General CCMA problems 1863
Section E: Simple Object Access Protocol errors 1883
Section F: Real-time Statistics Multicast (RSM) problems 1893
Section G: Real-Time Reporting problems 1907
Section H: Historical reporting problems 1929
Section I: Configuration Tool problems 1957
Section J: Access and Partition Management 1959
Section K: Contact Center Management 1965
Section L: Agent Desktop Display problems 1969

Troubleshooting Standard 10.15
Technical support
If you experience technical difficulties, ensure that you download the latest
Service Updates and addenda for both Contact Center Manager Server and
Contact Center Manager Administration. You can download the latest
installation or documentation addendum from either www.nortel.com (for end
customers), or www.nortel.com/pic (for distributors), and the latest Service
Updates from www.nortel.com/espl.
Remote Support
Nortel personnel use pcAnywhere as the preferred remote support tool.
Alternatively, Nortel also accepts Microsoft Remote Desktop Connection as a
remote support tool. To install your remote support access tool, see Step
2. “Install your remote support access tool” on page 67.
tools (pcAnywhere or Remote Desktop Connection) on the Contact Center

December 2007 Troubleshooting
Section A: Installation or upgrade

problems
In this section
CCMA does not function correctly after an upgrade from SWC 4.5 1800
CCMA installation fails when you install Windows Server 2003 Release 2
optional features 1805
SU02 or SUS0201 installation fails 1807
Cannot locate file extension in C:\PROGA~1\Nortel when installing CCMA1810
Windows Installer Error 1812
Crystal Reports 10.0 Hotfix install error 1814
Encrypt password for CCMA Users error 1815
Encrypt password for CCMA user fails during installation 1816
Cannot find script file PortLdap.vbs when you reinstall CCMA 1819
Cannot log on to Server Utility 1820
IIS Worker Process Errors after you reboot CCMA 1821
ASP.NET not configured properly in IIS 1822
CCMA overwrites LSHost Key on a co-resident server with CCMS and CCMA
1823

CCMA does not function correctly after an

upgrade from SWC 4.5
You upgrade to Contact Center Manager Administration, but Contact Center

Manager Administration does not function correctly. For example, pages and
tabs load incorrectly, new components and features are unavailable, and
scripting errors occur.
Solution
Ensure that you refresh your Contact Center Manager Servers. Although Contact
Center Manager Administration automatically refreshes all servers every 12
hours, Nortel recommends that you manually refresh servers in the following
scenarios to ensure that Contact Center Manager Administration functions
correctly.
Use the Refresh All Servers option to refresh all servers at the same time when:
Administration.
The Contact Center Manager Administration server is changed to connect
Use the Refresh Server option to refresh only the Contact Center Manager
Server that incurred a change when:
You upgrade the Symposium Call Center Server or Contact Center
Manager Server.
You install or uninstall a Service Update (SU) on the Contact Center
Manager Server.
A new license file is issued and accepted by Contact Center Manager
Server, or you connect to a different License Manager server (that is, a new
or standby License Manager server).

Refreshing all servers in the system tree
ATTENTION
Only the default administrator, webadmin, can add, edit,
delete and refresh servers in Contact Center Manager
Server. When you refresh a server, you refresh Contact
Center Manager Server data associated with that server in
ADAM, such as release number, feature list, and
networking information.

4 Click Yes.
5 Click Yes.
entry specifying the servers that were successfully refreshed also appears
in the Audit Trail.

Refreshing a single server in the system tree
ATTENTION

3 On the system tree, click the server that you want to refresh.
4 On the menu, click Server > Refresh Server. You can also right-click the
server, and then select Refresh Server from the resulting menu.
Result: The system asks if you are sure you want to refresh the selected
server.
5 Click Yes.
Result: The system instructs you to ensure that all browsers using Contact
Center Manager Administration are refreshed. This is because if there is a
feature change to the Contact Center Manager Server, the change is not
reflected in the browsers until the browsers are refreshed.

6 Click Yes.
Result: The system refreshes the server in the system tree. A message
appears at the bottom of the screen to indicate that the server was
successfully refreshed.

Cannot log on to CCMA after you uninstall and

reinstall CCMA and SP1
After you uninstall Contact Center Manager Administration and Windows

Server 2003 Service Pack 1 on a Windows 2003 server and then reinstall
Contact Center Manager Administration, you cannot log on. When you log on to
Contact Center Manager Administration, you receive the following error
message, “Page cannot be displayed.”
This problem occurs because the asp.dll version number changes when you
uninstall SP1. Therefore, you cannot launch ASP pages.
Solution
You must reset the asp.dll version number by performing the following steps:
1 Uninstall Contact Center Manager Administration from the application
server.
2 Uninstall IIS (Internet Information Services) and ASP.net components on
the application server.
3 Reinstall IIS (Internet Information Services) and ASP.net components on
4 Reinstall Contact Center Manager Administration on the application
server.

CCMA installation fails when you install

Windows Server 2003 Release 2 optional
features
The following error messages appear when you attempt to install Contact Center
Manager Administration:
The server is not operational,
Error 0X80072J3A on GetObject method
Run-time error ‘-2147463168 (80005000)’
ADSI error; an invalid directory pathname was passed.
Problem
Release 2; however, Nortel does not support the following new optional features
provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Contact Center Manager

Administration on a server with the optional Windows Server 2003 Release 2
components listed above, your Contact Center Manager Administration
installation will fail.

Solution
If you install Contact Center Manager Administration on a Windows Server
2003 Release 2 operating system with the optional features, you must reinstall
Windows Server 2003 Release 2 without installing the new optional features.
Then proceed with the installation of Contact Center Manager Administration.
To install Windows Server 2003 Release 2 without the optional features, do not
install or configure CD 2 of the Windows Server 2003 Release 2 installation
CDs. When you receive a prompt to install CD2, click Cancel and then click
OK.
For more information about installing the Windows Server 2003 Release 2
operating system without the optional features, see the Contact Center Manager
Guide.

SU02 or SUS0201 installation fails
When you install SU02 or SUS0201, you receive the following error message:
“Error 1920. Service CCMA LMService (CCMALMService) failed to start.

Verify that you have sufficient privileges to start system services.”
Problem
An installation of SU02 or SUS0201 fails because the License Manage service
does not start if the ServerSoapName key in the registry is greater than 24
characters. The ServerSoapName value exceeds 24 characters when your site
references the Contact Center Manager Administration fully qualified domain
name in the SOAP files, and you enter a URL of more than 24 characters in the
SOAP Configuration Parameters window during the Contact Center Manager
Administration installation.
Determining the number of characters in the Contact Center

Manager Administration server name used in the SOAP files
1 Open Windows Explorer and browse to the location where Contact Center
Manager Administration is installed.
2 Use a text editor (for example, Notepad) to open the file
SOAPWrapper.WSDL.
3 Scroll down to the end of the file to view the Contact Center Manager
Administration server name being used in the port address.
Example: <soapaddresslocation = ‘http://CCMASRV/SWCCommon/
SOAP/SOAPWrapper.ASP’/>
In this example, CCMASRV is the Contact Center Manager Administration
server name.
4 Count the number of characters in the Contact Center Manager
Administration server name. If the number of characters exceeds 24, then
the Licence Manager Service does not start when you install SU02 or
SUS0201.

Solution
To resolve this problem, you must temporarily change the ServerSOAPName
value in the registry to be less than 24 characters. After the installation is
complete, you can revert to the original ServerSOAPName containing more than
24 characters.
Changing the ServerSOAPName value in the registry to be less than

24 characters
3 Click OK.
HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
5 In the data column of the ServerSoapName key, edit the Contact Center
Manager Administration name to a name containing less than 24
characters. (For example, remove the domain extension from the server
name.)
6 On the License Manager Service Error dialog box, select Retry.
Result: The License Manager Service starts and the installation is
complete.
Reverting to the original ServerSOAPName in the registry after the

installation
To revert to the original ServerSOAPName in the registry after the successful
installation, use the registry editor and change the registry key
HKEY_LOCAL_MACHINE\Software\Nortel\WClient\ServerSOAPName
back to the original ServerSOAPName
Installing SU02 and SUS0201 in the same maintenance window

If you install SU02 and SUS0201 in the same maintenance window with a
Contact Center Manager Administration server name exceeding 24 characters,
you must perform the following tasks in order:

1 Install SU02 using the original ServerSOAPName.

2 When the error message occurs, edit the registry key to a value less than
24 characters and complete the installation of SU02.
3 Revert to the original ServerSOAPName exceeding 24 characters after you
install SU02.
4 Install SUS0201 using the original ServerSOAPName.
5 When the error message occurs, edit the registry key to a value less than
24 characters and complete the installation of SUS0201.
6 Revert to the original ServerSOAPName exceeding 24 characters after you
install SUS0201.
For Report Creation Wizard to function with a ServerSOAPName greater than

24 characters, you must install DP020101 after you install SU02 and SUS0201
using the preceding workaround.
If the preceding solution does not correct the problem, register the
wclientaudittrail.dll using the following command in the Run prompt:
Regsrv32 “C:\Program Files\Nortel

Networks\WClient\Server\wclientaudittrail.dll”
Then click Retry on the License Manager Service Error dialog box.

Cannot locate file extension in

C:\PROGA~1\Nortel when installing CCMA
After you input the password information for the iceAdmin account during
Contact Center Manager Administration installation, you receive the following
Windows Script Host error message, “There is no file extension in
“C:\PROGA~1\Nortel”.”
The Contact Center Manager Administration installation does not install the
ADAM application even though the installer acknowledges the error and
attempts to continue with the Contact Center Manager Administration
installation.
This problem occurs when the capability to generate 8.3 style short filenames is
disabled in your Windows operating system either as part of its operating system
image or through your security policy.
Contact Center Manager Administration installation fails if the Windows Server

2003 8.3 type filename is disabled. Specifically, the Microsoft ADAM (Active
Directory Application Mode) component fails to install.
Solution
You must change the value of the following registry key from 1 to 0 to enable
the generation of 8.3 style short filenames:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesystem\ntf
sdisable8dot3namecreation
Enabling the generation of 8.3 style short filenames

3 Click OK.


HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst
em\ntfsdisable8dot3namecreation.
5 Change the value of the registry key from 1 to 0 by double-clicking on the
registry ntfsdisable8dot3namecreation value, and changing the value in
the Value Data field of the Edit dialog box from 1 to 0.

Windows Installer Error
If you have multiple Administrator accounts, you must ensure that

you always use the same account to install or uninstall Service Updates,
Service Update Supplements, and Designer Patches on the server.
you select the local machine if you first installed the patches in a
workgroup.
If you install an update with one account and then try to install the next update or
uninstall the current patch while logged on as a different account, the installation
or uninstallation fails, and you receive the following Windows Installer error
toward the end of the procedure:
This action is only valid for products that are
currently installed.
Solution
Verify the user account that installed the software, SU, SUS, or DP. Use Add/
Remove Programs to verify the user account that installed the software, Service
Updates, Service Update Supplements, or Designer Patches. If you tried to
install the next update or uninstall the current patch while logged on as a
different user account, complete the following procedures:
For Contact Center Manager Administration installation/uninstallation
Click OK, when the Windows Installer error message appears.

Result: The installation/uninstallation continues. There is no impact to Contact
Center Manager Administration installation/ uninstallation.
For Service Update or Service Update Supplement or Designer

Patch uninstallation
1 Click OK, when the Windows Installer error message appears.
2 Log off of Windows.
3 Log on to Windows with the user account that originally installed the
Service Update or Service Update Supplement or Designer Patch.

4 Uninstall the Service Update, Service Update Supplement or Designer

Patch again.

Crystal Reports 10.0 Hotfix install error
When you install Crystal Reports 10.0 Hotfix, you receive the following error
message towards the end of the installation:
Failed to create Backup folder -110
Solution
Click OK when the error message appears. The installation proceeds and there is
no impact to the Crystal Reports 10.0 Hotfix or the Contact Center Manager

Encrypt password for CCMA Users error
During a Contact Center Manager Administration upgrade procedure, a runtime

error occurs:
Run-time error -2147218504 (80040bb8):
Unknown record error passed
Solution
1 Click OK when the error message appears.
Result: The upgrade completes with no impact to the software.
2 Contact Nortel Technical Support for details about applying the required
patch to resolve the issue.

Encrypt password for CCMA user fails during

installation
When you install Contact Center Manager Administration, you receive the
following EncryptPasswordForCCMAUsers.exe error after the IceAdmin
password prompt:
Runtime error 5: invalid procedure or path name.
After acknowledging the error, the Contact Center Manager Administration

installation appears to continue. The Contact Center Manager Administration
installation is not actually complete and you cannot log on to Contact Center
Manager Administration with the default webadmin account.
Cause
This problem can occur for one of two reasons.
If you change the default permission of the MachineKeys folder
(C:\Documents and Settings\All Users\Application
Data\Microsoft\Crypto\RSA\MachineKeys folder) for the Administrators
and Everyone group, Contact Center Manager Administration cannot create
the encryption key certificate.
If the default owner for the security option System objects: objects created
by members of the Administrators group is set to Object creator, only the
user logged on to install Contact Center Manager Administration can
access the encryption key certificate; access is denied from the iceAdmin
account.
Solution
Complete the following procedures to identify what is causing the
EncryptPasswordForCCMAUsers.exe to fail and to correct the problem.

Verifying the permission settings for the RSA key file and the
MachineKey folder
1 Open Windows Explorer and drill down to the folder C:\Documents and
Settings\All Users\Application Data\Microsoft\Crypto\RSA\MachineKeys.
2 Look for the RSA key file with name starting as
"fc1e3851f429ea606d6ffle01a5229f1...".
Result: If the RSA key file exists, proceed to “Granting the Administrators
group Full Control to the RSA key file” on page 1817.
If this key file does not exist, proceed to “Granting the Administrators group
Full Control to the MachineKeys folder” on page 1817.
Granting the Administrators group Full Control to the RSA key file
1 Navigate to C:\Documents and Settings\All Users\Application
Data\Microsoft\Crypto\RSA\MachineKeys\fc1e3851f429ea606d6ff1e01
a5229f1_75c27f4a-a69e-407e-8292-667e120f8488.
2 Right-click the RSA key file and select Properties.
Result: The Properties dialog box appears.
4 Add the Administrators group with Full Control permission.
5 Uninstall the incomplete Contact Center Manager Administration
installation.
6 Reinstall Contact Center Manager Administration application.
Granting the Administrators group Full Control to the MachineKeys

folder
1 Navigate to C:\Documents and Settings\All Users\Application
Data\Microsoft\Crypto\RSA\MachineKeys.
2 Right-click the MachineKeys folder and selet Properties.
Result: The Properties dialog box appears.
4 Add the Administrators group with Full Control permission.
5 Uninstall the incomplete Contact Center Manager Administration
installation.

6 Reinstall Contact Center Manager Administration.

Cannot find script file PortLdap.vbs when you

reinstall CCMA
When you reinstall Contact Center Manager Administration on a server that is

running Windows Server 2003 and you try install the software in a different
directory than that in which you originally installed it, the installation halts and
you receive the following error message:
Cannot find script file PortLdap.vbs
Solution
Uninstall the Contact Center Manager Administration software and then
reinstall the software, choosing the same directory in which you originally
installed it.

Cannot log on to Server Utility
When you log on to the Server Utility, you receive the following error message:
nbclt_translator.mdb error
This occurs on co-resident systems if you install Server Utility before the
Contact Center Manager Administration software.
Solution
1 Click Start > Administrative Tools > Data Sources (ODBC).
2 Click on the System DSN tab.
3 Under System Data Sources, click Translator_EN and click Configure.
4 Under Database, select c:\program files\Nortel\Contact Center\Server
Utility\client\en\data\nbclt_translator.mdb.
5 Click OK.
6 Click OK.
7 Relaunch Server Utility.

IIS Worker Process Errors after you reboot

CCMA
On Contact Center Manager Administration server, after you install software

updates and reboot the server, a dialog box appears indicating that the IIS
worker process closed due to a windows error. This may appear several times,
where the times and dates are for previous time periods.
These types of errors indicate that the IIS worker process crashed. These errors
may be in the past. The server stores the errors and the IIS worker reports them
when a user logs on after a reboot.
Solution
1 Click Don’t Send. There is no impact to the Contact Center Manager
Administration installation or application.
2 If not previously reported, report the IIS Lockups specified in the error
dialog box to Nortel Technical Support.

ASP.NET not configured properly in IIS
If you do not configure ASP.NET correctly prior to installing Contact Center

Manager Administration, problems can occur
Solution
Manager.
3 In the right pane, ensure that the following Web Service Extensions are
present and that the status for each is Allowed.
ASP.NET v1.1.4322
ASP.NET v2.0.50727

CCMA overwrites LSHost Key on a co-resident

server with CCMS and CCMA
When you install Contact Center Manager Server co-resident with Contact
Center Manager Administration and not with License Manager, Contact Center
Manager Administration overwrites the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\LM\LSHost key and
changes the default License Manager IP address to 47.0.0.0.
As a result, either of the following occurs:

Contact Center Manager Server starts up, but in a grace period.
Contact Center Manager Server does not start up because it cannot get
License Manager information
If you install Contact Center Manager Server co-resident with both Contact
Center Manager Administration and License Manager, Contact Center Manager
Administration does not overwrite the registry key.
Solution
Manually change the value of the registry key
(HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\LM\LSHost key) to the
correct License Manager IP Address.


Section B: Communication problems

between CCMA and CCMS
In this section
CCMA does not function correctly after you make a change to the CCMS 1826
Cannot communicate with Contact Center Manager Server 1830
Changing the computer name of the Contact Center Manager Server 1831
Cannot connect to the CCMA server 1832

CCMA does not function correctly after you

make a change to the CCMS
You make a change to the Contact Center Manager Server (for example,
perform an upgrade, install or uninstall an SU, change to a standby Contact
Center Manager server, or you receive a new license file), and the Contact
Center Manager Administration no longer functions correctly. For example,
pages and tabs load incorrectly, new components and features are unavailable,
and scripting errors occur.
Solution
Ensure that you refresh your Contact Center Manager Servers. Although Contact
Center Manager Administration automatically refreshes all servers every 12
hours, Nortel recommends that you manually refresh servers in the following
scenarios to ensure that Contact Center Manager Administration functions
correctly.
Use the Refresh All Servers option to refresh all servers at the same time when:
Administration.
You change the Contact Center Manager Administration server to connect
Use the Refresh Server option to refresh only the Contact Center Manager
Server that incurred a change when:
Manager Server.
Manager Server.

ATTENTION

4 Click Yes.
5 Click Yes.
in the Audit Trail.

Refreshing a single server in the system tree
ATTENTION
delete and refresh servers in Contact Center Manager Server.
When you refresh a server, you refresh Contact Center
Manager Server data associated with that server in ADAM,
such as release number, feature list, and networking
information.

3 On the system tree, click the server that you want to refresh.
4 On the menu bar, click Server > Refresh Server.
Result: The system asks if you are sure you want to refresh the selected
server.
5 Click Yes.
You can also right-click the server to refresh, and then select Refresh
Server from the menu. The system asks if you are sure you want to refresh
the selected server.
Result: The system warns that all browsers using Contact Center Manager
Administration need to be refreshed. This is because if there is a feature
change to the Contact Center Manager Server, the change is not reflected
in the browsers until they are refreshed.

6 Click Yes.
Result: The system refreshes the server in the system tree. A message
appears at the bottom of the screen to indicate that the server was
successfully refreshed.

Cannot communicate with Contact Center

Manager Server
There are a number of issues that may cause an inability to communicate with
the Contact Center Manager Server.
First, check to make sure that the Contact Center Manager Server IP address that
you use is valid.
If the Contact Center Manager Administration server cannot connect to Contact

Center Manager Server, and you have already checked to make sure that the
Contact Center Manager Server IP address is valid, perform the following test
from the Contact Center Manager Administration server.
Testing Contact Center Manager Administration server

communication with Contact Center Manager Server
1 Ping the Contact Center Manager Server.
Contact your system administrator if you are unable to successfully ping
2 Check your cabling.
3 Check the IP addresses for the Contact Center Manager Administration
servers and the servers in Contact Center Manager Server.
4 Check the versions on servers in Contact Center Manager Server, and
confirm that they are compatible with Contact Center Manager
Administration.
Solution
After you perform your testing, take appropriate action as required.

Changing the computer name of the Contact

Center Manager Server
If you change the computer name of the Contact Center Manager Server or if
you switch to a standby Contact Center Manager Server with a new name, you
need to change the name of the Contact Center Manager Server on the Contact
Solution
With a new feature in Contact Center Manager Administration 6.0, you can
easily reconfigure the Contact Center Manager Administration server to connect
to a secondary Contact Center Manager Server (different computer name/IP
address). This lets Contact Center Manager Administration continue to
communicate with a new standby Contact Center Manager Server; that is,
retrieve all the data stored in the application server for that server even though it
now has a different name.
When a Contact Center Manager Server is changed to a different computer name
and/or IP address, the following procedure must be performed on the Contact
Changing the computer name of the Contact Center Manager Server

on the Contact Center Manager Administration server
1 Log on to Contact Center Manager Administration as the webadmin user.
2 Open the Configuration component.
3 In the left pane, right-click the server with altered network settings.
4 Click Edit Properties. This enables the text fields for the servers name, IP
address, logon ID and password.
5 Enter the new details and click Submit.

Cannot connect to the CCMA server
server, you must perform postchange tasks to successfully connect to a Contact
Center Manager Administration server with a new name.
Solution
or stand-alone. Refer to the appropriate scenario for the solution:

function properly:
ATTENTION

1. This step is required only if you installed a release earlier than SU04. An
administrator or support technician must run the Contact Center Manager
Administration ChangeSOAPSrv utility to reset the SOAP files to reflect
the new computer name. When you change the computer name, SOAP
processes do not function properly (because they still refer to the old
computer name), and you cannot work with the components that require
SOAP functionality, such as Configuration.
computer name.
iceAdmin PasswordChange utility.

Contact Center Manager Administration function properly.
ATTENTION

2. This step is required only if you installed a release earlier than SU04. An
administrator or support technician must run the Contact Center Manager
Administration ChangeSOAPSrv utility to reset the SOAP files to reflect
the new computer name. When you change the computer name, SOAP
processes do not function properly (because they still refer to the old
computer name), and you cannot work with the components that require
SOAP functionality, such as Configuration.


computer name.
iceAdmin PasswordChange utility.

If you receive a message indicating that you must run the ChangeSOAPSrv
utility, perform this procedure.
1 Make note of the path that appears in the message. If you have already
closed the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
Networks\WClient\Apps\Supportutil, where C is the drive on which Contact
Center Manager Administration is installed.
in the message):
ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<computer name>
where <computer name> is the name of the server, or the fully qualified
domain name, if this is what you use as the Contact Center Manager
name>.com).
4 Press Enter.


computer).


7 Click Browse.
8 Click Advanced.

9 Click Find Now.


click OK.
11 Click OK.

13 Click OK.
Resetting the iceAdmin password after a CCMA server name

change



OR
Account.

changes it.
password.
account password.
14 Click OK.
iceAdmin account.
15 Click OK.


Section C: Client PC problems
In this section
Client PCs cannot communicate with the CCMA server 1844
Running two CCMA sessions simultaneously on one client PC 1849
Internet Explorer problems 1850
Internet Explorer problems on client PCs running Windows XP SP2 1852
CCMA Web interface layout is distorted 1855
CCMA logon screen displays ERROR:UNKNOWN! 1856
Cannot launch windows in CCMA, pop ups are blocked 1857
CCMA logon page displays Connect Login Prompt 1859
Jet Database Engine error 1860
Cannot download third-party controls to the client PC 1861
CCMA Web Service failed to execute 1862

Client PCs cannot communicate with the

CCMA server
There are a number of issues that can cause client PCs to be unable to
communicate with the Contact Center Manager Administration server. You
must identify the source of your problem before determining the solution.
Solution
First, check that the Contact Center Manager Administration username and
password are valid.
If you confirm that the username and password are valid, you must check the
following issues to identify your specific problem:
Test the communication from the client to the Contact Center Manager
Verify that Web users have permissions on all directories in the Contact
Center Manager Administration Web site. When Contact Center Manager
Administration is installed, it uses the default settings stored in IIS. If Web
users do not have permissions, contact your site administrator For details
about changing the settings in IIS.
If you configure a Domain Name Server (DNS), verify that the computer
name of the Contact Center Manager Administration server is registered on
the DNS. If the computer name is not registered on your DNS, then Contact
Center Manager Administration does not function properly.
If you did not configure a DNS server, verify that you added the computer
name of the Contact Center Manager Administration server to the HOSTS
table on each client PC that accesses Contact Center Manager
Administration.
Check if Internet Explorer uses a proxy server.
Ensure that the IIS service is running on the Contact Center Manager
Ensure that Active Directory Application Mode is installed on the Contact

Confirm that the event viewer logs are configured correctly on the Contact
Center Manager Administration server. For more information, see
“Configuring the event viewer logs on the Contact Center Manager
Administration server” on page 1848.
Testing communication from the client to the Contact Center

If the client cannot connect to the Contact Center Manager Administration
server, and you have already checked to make sure that the Contact Center
Manager Administration username and password are valid, follow these steps:
1 Ping the Contact Center Manager Administration server.
2 Check the IP addresses for the Contact Center Manager Administration
servers and the servers in Contact Center Manager Server.
3 Check your cabling.
4 Make sure the Web site is active on the Contact Center Manager
5 Make sure the computer name of the Contact Center Manager
Administration server is registered on the DNS server.
Contact your system administrator if the Web site is active, the IP
addresses are valid, and you are unable to successfully ping the Contact
Checking if Internet Explorer uses a Proxy Server

If the client cannot connect to the Contact Center Manager Administration
server, check whether Internet Explorer uses a Proxy Server.
1 On the Internet Explorer menu bar, click Tools > Internet Options >
Connections > Lan Settings.
2 If the User Proxy Server check box is selected, contact your Proxy Server
administrator to verify that there are no restrictions preventing you from
accessing the Contact Center Manager Administration server.

To add the computer name of the CCMA server to the HOSTS table
on each client PC (if you have not configured a DNS)
Nortel recommends that the Contact Center Manager Administration server host
name be resolved by the corporate DNS. However, if you did not configure a
name resolution server during the operating system installation, then the client
PCs that connect to Contact Center Manager Administration cannot find the
Contact Center Manager Administration server. In this case, your next step is to
manually update the HOSTS table on each client PC with the name and Nortel
server subnet network interface IP address of the Contact Center Manager
When you use server names to connect to a Contact Center Manager

Administration server in TCP/IP networks, the server name must be associated
with an IP address. The HOSTS table carries out this association, which is called
host name resolution.
The HOSTS table resolves host names to IP addresses on local computers.
Based on the operating system installed on the client PC, sample host tables are
located in varying directories. With the Windows 2003 installation, for example,
sample HOSTS tables are provided in the following directory:
[x]:\WINDOWS\system32\drivers\etc
On each client PC, use a text editor to modify the HOSTS tables by entering the
computer name and IP address of the Contact Center Manager Administration
server.
ATTENTION
You do not have to use HOSTS tables for name resolution
if the name of the Contact Center Manager Administration
server is registered on a DNS server.

The following sample HOSTS tables are provided as a guideline, but are not
intended to indicate exactly how the HOSTS tables are configured on the client
PC.
ATTENTION
Incorrectly modifying a HOSTS table on the client PC can
cause extensive network problems. Before you modify any
of the HOSTS tables on the client PC, you must carefully
review the detailed information about HOSTS in the
supporting Microsoft documentation.
Sample HOSTS table

The HOSTS table consists of a list of IP addresses followed by a computer
name:
123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the Contact
Center Manager Administration server. Separate the two values by using the
space or tab key.
HOSTS tables are case-sensitive.
After you edit and save the HOSTS file, the system automatically reads your
new settings. If you edit the sample HOSTS file, then save the file with no
extension to enable the system to recognize your changes.
Verifying that IIS is running on the Contact Center Manager

Programs > Administrative Tools > Services.
Result: The Services window appears.
2 In the right pane, locate the IIS Admin Service.
3 In the Status column, verify that the IIS Admin Service is Started.

Verifying that Microsoft Active Directory Application Mode (ADAM)

is installed on the Contact Center Manager Administration server
Result: The Control Panel window appears.
2 Double-click the Add or Remove Programs icon.
3 If the following program is listed in the Add or Remove Programs window,
ADAM is installed on the Contact Center Manager Administration server:
Adam Instance SymposiumWC
Note: The ADAM program group also appears in the Start menu program
list if ADAM is installed.
Configuring the event viewer logs on the Contact Center Manager

If the event viewer log properties are set to the default value of overwriting
events after seven days, then the event log may become full, preventing Contact
Center Manager Administration users from logging on to the Contact Center
To avoid this problem, after you install Windows Server 2003, configure each of
the event viewer logs on the Contact Center Manager Administration server to
Overwrite events as needed by following these instructions.
Programs > Administrative Tools > Event Viewer.
Result: The Event Viewer window appears, listing the log files on the Tree
tab.
2 On the Tree tab, right-click the first log file, Application Log, and from the
menu, click Properties.
Result: The corresponding Properties window appears.
3 In the Log size area of the window, ensure the Overwrite events as
needed option is selected.
5 Perform this procedure for each of the log files in the tree.

Running two CCMA sessions simultaneously

on one client PC
For proper Contact Center Manager Administration functionality, you must not
run more than one Contact Center Manager Administration session at any given
time on a single client PC. In certain scenarios, if you run more than one session
simultaneously on a client PC (with different Contact Center Manager
Administration users), interference can occur between the sessions.

Internet Explorer problems
To identify the source of your problem, check the following items:

Check that Internet Explorer 6.0 or later is installed with the latest
supported Service Pack on the client PC. For information about the service
packs that are validated with Contact Center Manager Administration,
consult the Contact Center Portfolio Service Packs Compatibility and
Security Hotfixes Applicability List at www.nortel.com.
Check that you configured security in Internet Explorer correctly. For more
information, see “Configuring Internet Explorer 6.0 or later on the client
PC” on page 269.
If you receive error messages from Internet Explorer indicating that your
Web site cannot run Out of Process components, follow the steps in
“Enabling Out of Process components” on page 1850.
Solution
Depending on the source of your problem, you may have to reinstall the correct
version of Internet Explorer on the client PC, or reconfigure Internet Explorer on
the client PC.
If you receive an error message that your Web site cannot run Out of Process
components, perform the following procedure:
Enabling Out of Process components

1 Create a script called AspAllowOutOfProcComponents.vbs using any text
editor. Insert the following commands:
Set objWebService = GetObject(“IIS://LocalHost/w3svc”)
' Enable AspAllowOutOfProcComponents.
objWebService.Put “AspAllowOutOfProcComponents”, True
' Save the changed value to the metabase.
objWebService.SetInfo

2 Save the script.

3 In Windows Explorer, double-click the script.
4 If this fails, reinstall the software.

Internet Explorer problems on client PCs

running Windows XP SP2
Your client PC has Windows XP with Service Pack 2 installed. When you open
a browser and log on to Contact Center Manager Administration, you receive
messages regarding the running of .msi files (for example, the ClientSoap.msi
file). The following message appears: “The publisher could not be verified. Are
you sure you want to run this software?”
Additionally, an error message appears, notifying you that connections are

blocked by firewall errors. Your options are Keep blocking, Unblock, or Ask
later.
Solution
These messages appear only when the client PC is running Windows XP with
Service Pack 2. With this operating system and service pack, Microsoft has
changed the installer version, preventing certain .msi files from being
automatically downloaded and installed.
The first part of the solution involves the installation of the client portion of
Simple Object Access Protocol (SOAP). Because Contact Center Manager
Administration requires that you download and install the ClientSoap.msi file,
you must manually accept the download and installation of this file.
1 When the message “The publisher could not be verified. Are you sure you
want to run this software?” appears, click Yes.
Result: The system installs the client portion of SOAP.
The second part of the solution involves opening the ports required for
downloading the ActiveX controls needed by Real-Time Reporting and
Emergency Help. When these ports are open, the firewall errors Keep
blocking, Unblock, or Ask later do not appear and you can automatically
download these controls when you launch these components.
2 Consult the Microsoft documentation for instructions for opening ports.
Then open the following ports individually:

Emergency Help, UDP

8200
7020;7030;7040;7050;7060;7070;7080;7090;7100;7110;7120;7130
7025; 7035; 7045; 7055; 7065; 7075; 7085; 7095; 7105; 7115; 7125;
7135
Result: You can now automatically download and install the ActiveX
controls required for Emergency Help and Real-Time Reporting.

Cannot log on to CCMA after you uninstall and

reinstall CCMA and SP1
After uninstalling Contact Center Manager Administration and SP1 on a

Windows 2003 server, you cannot log on after reinstalling Contact Center
Manager Administration. When attempting to log on to Contact Center Manager
Administration, you receive the error message:
“Page cannot be displayed.”
This problem occurs because the asp.dll version number changes when you
uninstall SP1. Therefore, you cannot launch ASP pages.
Solution
You must reset the asp.dll version number by performing the following steps:
1 Uninstall Contact Center Manager Administration from the application
server.
2 Uninstall IIS (Internet Information Services) and ASP.net components on
3 Reinstall IIS (Internet Information Services) and ASP.net components on
4 Reinstall Contact Center Manager Administration on the application
server.

CCMA Web interface layout is distorted
Your display settings are not optimized for the Contact Center Manager
Administration Web interface.
Solution
Check the display settings on your computer and, if required, resize the font.
Checking the display settings of your computer

2 Double-click the Display icon.
3 Click the Settings tab.
4 In the Screen Resolution area, drag the slider until the value reads at least
1024 x 768 pixels (the screen resolution cannot be lower than this value).
5 Click the Appearance tab.
6 From the Font size list, select Normal.
Setting the font size in Internet Explorer

1 In Internet Explorer, on the View menu, click Text Size > Medium.
If the text or content displayed in Internet Explorer is too large for the
window, and you cannot resize the window, select Text Size > Smaller, or
Text Size > Smallest.

CCMA logon screen displays

ERROR:UNKNOWN!
When you attempt to launch Contact Center Manager Administration the logon
screen displays ERROR: UNKNOWN!
Solution
Ensure that display settings for Internet Explorer are configured for Western
European (ISO).
Configuring Internet Explorer display settings for Western European (ISO)

Cannot launch windows in CCMA, pop ups are

blocked
When you attempt to launch a window in Contact Center - Manager, the window
does not open. You may be presented with a message that says “Pop ups were
blocked on this page.”
In order for all components of Contact Center Manager Administration

components to function correctly, you must disable pop-up blockers on Internet
Explorer.
Solution
Because the procedures to disable pop-up blockers vary depending on the type
of pop-up blocker, the procedure to disable your pop-up blocker may differ from
the procedures listed here. For more information about how to disable pop-up
blockers that are not listed here, contact the pop-up blocker provider.
Disabling the Yahoo pop-up blocker

over each of the buttons until you find the one labelled Pop-Up Blocker Is
On or Pop-Up Blocker Is Off.
Note: The button is usually to the left of the Highlight button.
3 Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up
Disabling the Google pop-up blocker

2 On the Google toolbar, usually found along the top of the browser window,
click on the Popup blocker icon.
Result: The icon now says “Site popups allowed”.

To turn off the Windows XP Service Pack 2 pop-up blocker

1 Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.

CCMA logon page displays Connect Login

Prompt
When attempting to load the Contact Center Manager Administration logon

screen, the Connect to <CCMA server name> logon window appears prompting
you for a username and password.
Problem
The IUSR_SWC password configured in IIS does not match the password
specified for that user account in Computer Management.
Solution
Reset the IUSR_SWC password in IIS to match the IUSR_SWC password in
Computer Management. If you cannot remember the original IUSR_SWC
password, reset the password in Computer Management and IIS by following
the steps in Step 11. “Add the IUSR_SWC account as the anonymous user
account” on page 138.

Jet Database Engine error
You receive the following JET Database Engine error when you try to log on to
Microsoft JET Database Engine error ‘80004005’
Unspecified error
/SWCCommon/includes/internationalization.inc, line 21
Solution
1. Add the IUSR_SWC User to the Administrator group on the server.
2. Navigate to the Local Settings Temp Directory by typing %temp% at the
command prompt.
3. Add the Administrator group and the Authenticated Users group to the
security settings for the Temp Directory with Read/Write permissions.
4. Reset IIS.

Cannot download third-party controls to the

client PC
If your client PC runs Windows 2000 and you have problems downloading
required third-party controls to the client PC, it may be due to the settings for the
local security policy Unsigned non-driver installation behavior. If this policy is
set to Do not allow installation, then you cannot install unsigned third-party
controls on the client PC. For more information about this policy, and for
instructions for changing its settings, see “Verifying your local security policy
settings (Windows 2000 only)” on page 305.

CCMA Web Service failed to execute
When you attempt to log on to Contact Center Manager Administration, all Web
services fail and an error message appears.
This error can occur when the client PC has Windows/System32/vbscript.dll

version 5.6 installed but is not the registered version of vbscript.dll, which is
version 5.0.
If this error appears on all client PCs, then the Contact Center Manager
Administration server was not configured correctly.
Solution
Register Windows/System32/vbscript.dll.

Section D: General CCMA problems
In this section
You forgot the iceAdmin password 1864
Contact Center Manager Administration is not functioning correctly 1870
Server tree icons are missing 1873
CCMA LMService license grant and release events are not logged 1874
The browser is preventing ActiveX controls from installing 1875
Cannot open technical documentation (.pdf files) through CCMA 1877
Problems with check boxes and Submit buttons 1878
Contents from the about:blank Web site are blocked by Internet Explorer 1880
Performance issues occur when you install Microsoft SPs or Hot Fixes 1881

You forgot the iceAdmin password
If you forget or misplace the iceAdmin password, you can use the procedure in
this section to reset it.
You can also use the first part of this procedure (steps 1 to 7) if you forget or
misplace the password and you upgrade from Contact Center Manager
Administration to a later release. During the upgrade process, the system asks
you to type the old iceAdmin password. At this point in the installation—and
without halting the installation process—you can perform steps 1 to 7 in the
following procedure, and then return directly to the upgrade installation, typing
the iceAdmin password that you supply in step 6 in the following procedure as
the old iceAdmin password in the upgrade installation.
Manually resetting the password involves the following two main steps:
1. You must reset the password in Windows.
2. You must reset the password by using the iceAdmin Password Change
utility that is provided with Contact Center Manager Administration.
Resetting the iceAdmin password in Windows

procedure.

1 On the Contact Center Manager Administration server, click Click Start >


4 Locate and right-click the iceAdmin user.

5 From the menu, select Set Password.
Result: The Set Password window appears.
6 In the boxes provided, type the new password and confirm the password.
7 Click OK.
8 Close all windows to save your changes. Continue with the following steps
to change the password using the iceAdmin Password Change Utility.

Changing the password using the iceAdmin Password Change

Utility


4 In the Old Password box, type the same password that you used in step 6.
5 In the New Password box, type a new password for the iceAdmin user
account.
OR

changes it.
administrator.
password.
account password.
13 Click OK.
iceAdmin account.
14 Click OK.

Contact Center Manager Administration is not

functioning correctly
Various issues arise in Contact Center Manager Administration functionality

including any or all of the following:
Scrips cannot be open
Cannot load Historical Reporting Component (Debug Error displayed and
no Contact Center Manager servers listed)
Cannot view online Help
Cannot open the Connection Status
Cannot open About Contact Center Manager Administration window
Pages and tabs do not load correctly
New components and features are unavailable
Scripting errors occur
Solution
Check for the following possible sources of the problem:
1. Ensure that you removed or disabled all Blocking Popups software.
2. Ensure that you refreshed your servers.
Disabling the Yahoo pop-up blocker

Because the procedures to disable pop-up blockers vary depending on the type
of pop-up blocker, the procedure to disable your pop-up blocker may differ from
the procedures listed here. For more information about how to disable pop-up
blockers that are not listed here, contact the pop-up blocker provider.
over each of the buttons until you find the one labelled Pop-Up Blocker Is
On or Pop-Up Blocker Is Off.
The button is usually to the left of the Highlight button.

3 Click on the button with the tooltip Pop-Up Blocker Is On or Pop-Up

Disabling the Google pop-up blocker

2 On the Google toolbar, usually found along the top of the browser window,
click on the Popup blocker icon.
Result: The icon now says “Site popups allowed”.
Turning off the Windows XP Service Pack 2 pop-up blocker

Click on Tools > Pop-up Blocker > Turn Off Pop-up Blocker.

Although Contact Center Manager Administration automatically refreshes all
servers every 12 hours, Nortel recommends that you manually refresh servers in
the following scenarios to ensure that Contact Center Manager Administration
functions correctly.
Administration.
The Contact Center Manager Administration server is changed to connect
Manager Server.
Manager Server.

ATTENTION
delete and refresh servers in Contact Center Manager Server.
When you refresh a server, you refresh Contact Center
Manager Server data associated with that server in ADAM,
such as release number, feature list, and networking
information.

4 Click Yes.
5 Click Yes.
in the Audit Trail.

Server tree icons are missing
Server tree icons are missing in the Contact Center Manager Administration
internet browser. Additionally, you cannot create new supervisors and agents in
the Contact Center Management component. This problem occurs if the
SSPNG2.dll file was not downloaded to c:\windows\system32 during the
Contact Center Manager Administration installation.
Solution
Extract SSPNG2.dll from c:\Program Files\Nortel
Networks\WClient\Apps\Common\Controls\ccTree.cab into
c:\windows\system32.

CCMA LMService license grant and release

events are not logged
Contact Center Manager Administration LMService events 18002, 18003,

18004 and 18005 are not logged to the Windows security event log on Contact
Center Manager Administration when the user opens or closes a Report Creation
Wizard browser session. This problem occurs if the Audit Object Access
security policy was not configured to audit the success and failure attempts.
Solution
Perform the following procedure to configure the Audit Object Access security
policy to audit the success and failure attempts.
Administrative Tools > Local Security Policy.
Result: The Local Securities Settings window appears.
2 In the left pane, expand the Local Policies folder by clicking the plus (+)
sign next to Local Policies.
3 In the Local Policies folder in the left pane, click the Audit Policy sub-
folder.
Result: A list of audit policies appears in the right pane.
4 In the right pane, double-click Audit Object Access.
Result: The Audit object access Properties window appears.
5 In the Audit object access Properties window, select Success.
Result: A check mark appears next to the Success option.
6 In the Audit object access Properties window, select Failure.
Result: A check mark appears next to the Failure option.
7 Click Apply.
8 Click OK.

The browser is preventing ActiveX controls

from installing
You receive either of the following errors:
These errors occur if the Internet Explorer security setting Automatic prompting
for ActiveX controls is set to Disable.
Solution
Complete the following procedure to set the security setting Automatic
prompting for ActiveX controls to enable. Alternatively, you can set the security
setting Download signed ActiveX controls to enable. For more information, see
“Configuring Internet Explorer 6.0 or later on the client PC” on page 269.
1 Open Internet Explorer


Result: The Security Settings window appears.
6 Under the ActiveX controls and plug-ins heading, for Automatic
prompting for ActiveX controls, select the Enable option.
7 Click OK.
Result: A dialog box will appear asking you to confirm your choice.
8 Click Yes.
9 Restart Internet Explorer for the changes to take effect.
Now when the browser encounters an ActiveX control, a dialog box will
appear asking the user if they want to install the control. To install the
control, click Install. Below is an example of what the user sees.

Cannot open technical documentation (.pdf

files) through CCMA
You copy the latest user guides to the Contact Center Manager Administration
server according to the procedures documented in Step 24. “Copy latest user
guides to the CCMA server” on page 250. However, you cannot open the user
guides through Contact Center Manager Administration.
Solution
You must change the security permissions of the folder where the guides are
stored in Contact Center Manager Administration.
Changing the folder security permissions where guides are stored

in Contact Center Manager Administration
1 On the Contact Center Manager Administration server, browse to the
following folder: ...\program files\Nortel
Network\WClient\Apps\documentation\guides
2 Right-click the guides folder and select Sharing and Security.
Result: The Properties dialog box for the folder appears.
4 Click Advanced.
Result: The Advanced Security Settings dialog box appears.
5 Select the Replace permission entries on all child objects with entries
shown here that apply to child objects check box.
6 Click OK.
7 Close all dialog boxes to complete the procedure.

Problems with check boxes and Submit

buttons
When you open certain pages in Contact Center Management, Access and
Partition Management, or Historical Reporting
you cannot use the Select All button to select all agents, skillsets, or access
classes
the Submit button remains disabled when you click Select All. In addition,
the Submit button remains disabled when you click individual agents,
skillsets, or access classes.
any selected options do not get updated correctly.
In Access and Partition Management, when you view a partition and you select a
user from the Members area, you cannot see the details for the selected user.
Solution
This problem occurs only on PCs that run Windows Server 2003 and that are
used to connect to Contact Center Manager Administration with SU03 or earlier.
When Internet Explorer is used on a Windows Server 2003 platform, it includes
the new Internet Explorer Enhanced Security Configuration, which is enabled by
default. This configuration is designed to decrease the exposure of the server to
potential attacks that can occur through Web content and application scripts.
One of the features of this configuration is to automatically block Web sites that
are not listed in the Trusted Sites zone. In Contact Center Manager
Administration, certain pages in Contact Center Management, Historical
Reporting, and Access and Partition Management that contain lists of agents,
skillsets, and access classes make use of a behind-the-scenes URL called
about:blank to display the information correctly. Even after you add the Contact
Center Manager Administration server URL as a Trusted Site (for example,
http://swcservername), you still need to add the about:blank URL as a Trusted
Site as well. This ensures that the about:blank URL is not blocked by Internet
Explorer, and that the Select All and Submit buttons function properly.

Adding the about:blank URL as a Trusted Site

1 On the Contact Center Manager Administration server running Windows
Server 2003, open Internet Explorer.
5 Click Sites.
6 Ensure that the Require server verification {https:} for all sites in this
zone check box is cleared.
7 In the Add this Web site to the zone box, type about:blank only (without
the http:// prefix).
8 Click Add.
9 Ensure that about:blank appears correctly in the Web sites box.
10 Click OK to save your changes and return to the Internet Options window.

Contents from the about:blank Web site are

blocked by Internet Explorer
For the solution to this problem, see “Problems with check boxes and Submit
buttons” on page 1878.

Performance issues occur when you install

Microsoft SPs or Hot Fixes
When you install Microsoft Service Packs or Hot Fixes, performance issues
occur. This can occur if Automatic Private IP Addressing (APIPA) is enabled on
About APIPA
Automatic Private IP Addressing (APIPA) is a feature available with Windows
2000 and Windows 2003 operating systems that automatically assigns an IP
address to an unconfigured network card. The assigned IP address is in the range
169.254.0.0 to 169.254.255.255.
APIPA is automatically disabled in Contact Center Manager Administration 6.0

release SUS0202 and up. It is possible that when you install Microsoft service
packs or hot fixes, the APIPA setting is overwritten.
If APIPA is enabled on the Contact Center Manager Administration server and

the server contains an unconfigured network card, the server is assigned an IP
address for that network card. The Contact Center Manager Administration
server can then provide this IP address to Contact Center Manager Server. This
results in Contact Center Manager Server attempting to send notifications to the
Contact Center Manager Administration server on an invalid IP address. The
notifications timeout and the following can occur:
Contact Center Manager Server does not acquire TNs
ASM and TFE services remain in the Starting state
Performance on Contact Center Manager Server degrades
OAM Service does not respond to update requests from clients
The following information message appears in the system event log.

6/6/2003 7:16:17 AM Dhcp Warning None 1007 N/A WCHICAP
Your computer has automatically configured the IP

address for the Network Card with network address

00065BF6EDB5. The IP address being used is

169.254.59.226.
Solution
Disable APIPA on the Contact Center Manager Administration server.
Disabling APIPA on the Contact Center Manager Administration

server
If the IPAutoconfigurationEnabled entry is not present, a default value of 1 is
assumed, which indicates that APIPA is enabled.
1 On the Contact Center Manager Administration server, click Start > Run.
Result: The Run dialog box appears.
2 In the Open box, type regedit, and then click OK.
3 In the Registry Editor navigate to:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\
Parameters.
4 Right-click the Parameters folder and select New > DWORD Value.
5 Type IPAutoconfigurationEnabled as the name.
6 Right-click IPAutoconfigurationEnabled and click Modify.
Result: The Edit DWORD Value dialog box appears.
7 In the Value Data box, type 0 (zero).
8 In the Base section, select the Hexadecimal option.
9 Click OK.
10 Restart the Contact Center Manager Administration server.

Section E: Simple Object Access

Protocol errors
In this section
Overview 1884
Contact Center Manager Administration server 1885
Client PC 1889
You receive a message to run the ChangeSOAPSrv utility 1891

Overview
When you investigate Simple Object Access Protocol (SOAP) errors, you must
check the settings and configuration on both the Contact Center Manager
Administration server and the client PCs. This section is separated into the
actions that you perform on each type of computer.


server
If you receive Simple Object Access Protocol (SOAP) errors, check the
following on the Contact Center Manager Administration server:
1. Ensure that the Contact Center Manager Administration server is set up as a
Trusted Site that allows the downloading of signed ActiveX Controls. For
information, see “Configuring Internet Explorer 6.0 or later on the client
PC” on page 269.
In “Configuring Internet Explorer 6.0 or later on the client PC” on page
269, there are three options to configure Internet Explorer; Option 1 is the
only one that requires you to set the Contact Center Manager
Administration server as a Trusted Site. If you follow this option, you must
also add the Contact Center Manager Administration server fully qualified
domain name as a Trusted Site when your server meets the following
conditions:
You use the Contact Center Manager Administration server as a client
PC.
You use the server fully qualified domain name as the default URL to
access Contact Center Manager Administration (as opposed to the
computer name), and you typed this name in the SOAP Configuration
Parameters window when you installed Contact Center Manager
Administration on the server.
You do not have to perform this step if you configured Internet Explorer
according to Options 2 or 3.
2. Check for the required files on the Contact Center Manager Administration
server, as follows:
In the following path, C:\Program Files\Common Files\MSSOAP\Binaries
where C is the drive on which SOAP is installed, ensure that these required
SOAP .dll files exist:
MSSOAP30.dll
SOAPIS30.dll
WHSC30.dll

WISC30.dll
In the following path, C:\Program Files\Common
Files\MSSOAP\Binaries\Resources\1033 where C is the drive on which
SOAP is installed, ensure that this required SOAP .dll file exists:
MSSOAPR30.dll
In the following path, C:\WINNT\System32 where C is the drive on which

the operating system is installed, ensure that the following Microsoft XML
parser files exist:
msxml4.dll
msxml4r.dll
3. Ensure that the Contact Center Manager Administration server is registered

with the DNS server by logging on to Contact Center Manager
Administration using the server name, instead of the IP address.
a. On the Contact Center Manager Administration server (or on a client
PC), open Internet Explorer.
b. In the Address box, type the URL of your Contact Center Manager
Administration server, using the appropriate protocol for your network
(either HTTP or HTTPS).
Result: If the server is registered with the DNS server, then the
Contact Center Manager Administration Logon page appears. If an
error message appears, then the server name is not registered with the
DNS server.
4. Ensure that the appropriate SOAP files use the Contact Center Manager
Administration server name as follows:
a. Navigate to where Contact Center Manager Administration is installed:
X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP
b. Use a text editor, such as Notepad, to open the WSDL file,
SOAPWrapper.WSDL.
c. Scroll down to the end of the file and ensure that the port address does
not reference localhost, but the Contact Center Manager
Administration server name.

Example
The following line shows an example where the port address references the
localhost, which is the wrong configuration for Contact Center Manager
Administration:
<soap:addresslocation='http://localhost/SWCCommon/SOAP/
SOAPWrapperCommon.ASP'/>
If you see the preceding configuration, then you must replace localhost with the
computer name of the Contact Center Manager Administration server. In the
following example, the computer name of the Contact Center Manager
Administration server is SWCCONFIG:
<soap:addresslocation='http://SWCCONFIG/SWCCommon/SOAP/
SOAPWrapperCommon.ASP'/>
5. Ensure that IIS is configured correctly, as follows:
a. Click Start > All Programs > Administrative Tools > Internet
Services Manager.
b. In the Internet Information Services window, click the plus sign (+)
beside the server name.
c. In the tree, right-click Default Web Site, and then click Properties from
the menu.
d. Click the Home Directory tab.
e. Click Configuration.
f. On the App Mappings tab, in the Application Mappings box, verify
whether the .wsdl extension appears under the Extension column
heading.
g. If this value exists, then it references the SOAPISAP.dll at the location
C:\Program Files\Common Files\MSSoap\Binaries\SOAPISAP.dll.
h. Select this line, and then click Remove.
i. Click OK twice to save your changes.
j. Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6. Ensure that the system can load the WSDL file, as follows:

a. Open Internet Explorer.

b. In the Address box, type the location of the WSDL file:
http://servername/Common/SOAP/SOAPWrapper.WSDL where
servername is the computer name of the Contact Center Manager
c. Press Enter.
Result: The WSDL file appears in XML format. If the system cannot
load the file in this format, then an error message appears.

Client PC
If you receive Simple Object Access Protocol (SOAP) errors, check the
following on the client PC:
1. Ensure that the Contact Center Manager Administration server is set up as a
Trusted Site that allows the downloading of signed ActiveX Controls. For
details, see “Configuring Internet Explorer 6.0 or later on the client PC” on
page 269.
In “Configuring Internet Explorer 6.0 or later on the client PC” on page
269, you must set the Contact Center Manager Administration server as a
Trusted Site. You must also add the Contact Center Manager
Administration server fully qualified domain name as a Trusted Site on the
client PC when the following condition exists:
You use the server fully qualified domain name as the default URL to
access Contact Center Manager Administration (as opposed to the
computer name), and you typed this name in the SOAP Configuration
Parameters window when you installed Contact Center Manager
Administration on the server.
2. Ensure that ClientSoap.msi is installed. To verify whether it is installed,
ensure that all the SOAP and Microsoft XML parser files noted on page
1885 are in the same locations on the client PC.
The file WHSC30.dll only appears on client PCs running Windows Server 2003
and Windows XP. If the client PC runs on any other platform, then this file is not
applicable.
3. If ClientSoap.msi is not installed, then a message appears when you first
attempt to log on to Contact Center Manager Administration, giving you
the option of downloading the Client Soap package from the Contact
Center Manager Administration server. You must have administrative
privileges to install this package.
4. If you used the fully qualified domain name when you installed Contact
Center Manager Administration on the server, then you must also add this
name as a Trusted Site on each client PC that accesses the Contact Center
Manager Administration server. Ensure that the name is set as a Trusted
Site by performing the following steps:

a. Click Tools > Internet Options.

b. Click the Security tab.
c. Click the Trusted Sites icon.
d. Click Sites.
e. Clear the Require server verification {https:} for all sites in this
zone check box.
f. In the Web sites box, ensure that the fully qualified domain name
appears.

You receive a message to run the

ChangeSOAPSrv utility
This message and the procedure that follows are applicable only to Symposium
Web Client 4.5 SU05 or later; the message does not appear if you have a
previous release of the software installed.
This message appears when you launch a component that requires SOAP (for
example, the Configuration component), but SOAP has not been configured
correctly. When you launch the utility, it reconfigures the server name settings
in the .WSDL files, enabling SOAP to function properly.
This message usually appears because the incorrect server name was entered in
the SOAP Configuration Parameters window during the Contact Center
Manager Administration installation. If the Contact Center Manager
Administration default URL is the Contact Center Manager Administration
server fully qualified host name (for example, <computername>.<domain
name>.com), then you must type this name during the installation. Likewise, if
the client PCs that are used to access the Contact Center Manager
Administration server are located outside the server domain, then you must type
the fully qualified domain name in the SOAP Configuration Parameters
window. However, if the server computer name was entered in this window
instead, then SOAP malfunctions, and the ChangeSOAPSrv message appears.

ChangeSOAPSrv utility, perform this procedure.
1 Make note of the path that appears in the message. If you close the
Networks\WClient\Apps\Supportutil, where C is the drive on which

in the message): ChangeSOAPSrv C:\Program Files\Nortel
Networks\WClient\Apps\Common\SOAP;<computer name> where
<computer name> is the name of the server, or the fully qualified domain
name, if this is what you use as the Contact Center Manager Administration
default URL (for example, <computername>.<domain name>.com).
4 Press Enter.

Section F: Real-time Statistics Multicast

(RSM) problems
In this section
Overview 1894
How to troubleshoot Real-time Statistics Multicast from the CCMA server 1899
The server is receiving, but not sending multicast 1902
How to troubleshoot Real-time Statistics Multicast from CCMS 1903
No data is multicasted out 1906

Overview
There are various issues that can affect your Real-time Statistics Multicast. The
source of your problem can originate in the following network components:
the client PC
the Contact Center Manager Administration server
the Contact Center Manager Server
This section provides information about how to investigate the source of your
issue by analyzing symptoms and using tools provided by Nortel in each of the
network components.
The IP multicast addresses that you select for RSM sending and receiving must
be within the 224.0.1.0 and 239.255.255.255 range. Check with your network
administrator for acceptable IP multicast addresses for your specific network.
Determining the transmission method that is enabled on the CCMA

server
To help you troubleshoot problems with real-time displays, when you first
launch a display and while the system is retrieving data, an icon appears on the
display, identifying whether the Contact Center Manager Administration server
supports multicast clients, unicast clients, or both multicast and unicast clients.
The following figure shows a display in which both icons are shown, indicating
that the Contact Center Manager Administration server supports both multicast
and unicast. In cases where only one transmission method is enabled, the
corresponding icon appears on the display alone.

After the display is launched, the icon indicates that the transmission mode that
is actually being used to launch the display. The following figure shows a
display that is receiving data through a unicast connection, a dedicated
connection between the Contact Center Manager Administration server and
client PC:
If this display were receiving multicast data, there would be a multicast icon at
the top and there would be no direct connection to the Contact Center Manager
Administration server. Instead, the client would be listening to a shared
multicast data stream.

Interpreting error messages on the client PC

This section describes how to interpret error messages on the client PC.
No unicast sessions available
This error normally appears on a client computer when an attempt to open a

unicast channel fails and the client is not receiving multicast data. From the error
message shown in the figure, you can see that the Contact Center Manager
Administration server supports both multicast and unicast clients, so the
implication is that this client is on a unicast-only segment of the network. The
absence of a unicast icon indicates that the unicast connection was not
successfully established and the client PC is not receiving data packets.
In this case, close the display and try to launch it again later. If the problem
persists, you may need to increase the number of unicast connections that the
Contact Center Manager Administration server allows (subject to prior
engineering analysis).
No relevant data

This window appears on a client computer when it is receiving data, but the data
is not relevant for the current display (for example, when the information is not
available within the user partitions or the current filter blocks the data from the
display). The presence of the unicast icon indicates that a unicast connection was
successfully established and the client PC is receiving data packets.
No data is available on the network
This window appears on a client PC when it is not receiving any data. There is
no icon at the top of the window, indicating that the display is not receiving any
data. The Transmit Mode = Multicast note implies that the server only supports
multicast, but, in this case, the client PC is not receiving multicast data. This
may be the result of a network problem, or it may mean that the server can
support unicast, but it has not been enabled.
Report the problem to your administrator so that the administrator can check the
Contact Center Manager Administration server settings and enable unicast, if
necessary. The administrator may also check the network settings to determine
why the client PCs cannot receive multicast data.

The characters * and 0 appear in the display
Occasionally, the statistics in a real-time display may stop updating and the
characters * and 0 appear instead of the variable fields. In a unicast environment,
this indicates that the server has stopped sending data to this client.
You must close and reopen the display. In a multicast environment, this can
indicate that the server is no longer sending the multicast stream. Run a trace on
the Contact Center Manager Administration server if the problem persists.

How to troubleshoot Real-time Statistics

Multicast from the CCMA server
To troubleshoot Real-time Statistics Multicast, complete the following:

Ensure that the LAN/WAN supports multicast traffic by contacting your
network administrator to confirm that the routers have multicast
capabilities.
Verify that you installed Microsoft Windows 2003 Service Pack 1. If you
did not install Service Pack 1, you may not have the Internet Group
Management Protocol (IGMP) hotfix patch that is required for real-time
statistics multicast.
Verify that you can send and receive data between Contact Center Manager
Server, the Contact Center Manager Administration server, and the Contact
Center Manager Administration server clients. For more information, see
“Using ICERTDTrace to trace IP multicast data,” on page 1899.
Confirm that the Real-time Statistics Multicast (RSM) components send
data to the same IP multicast address.
Check the IP Receive address for the Contact Center Manager
Administration server. Make sure that it matches the IP Send multicast
address setting in Contact Center Manager Server.
Using ICERTDTrace to trace IP multicast data

Real-Time Display configurations of Contact Center Manager Administration
include a diagnostic tool called ICERTDTrace.exe to assist you in determining
whether your network is configured properly for IP multicasting. If you
experience Real-Time Reporting or Agent Desktop Display problems, you can
also use the tool to identify where the problem originates.
Use the ICERTDTrace.exe to determine why real-time reporting is not

displaying information about the Contact Center Manager Administration server
after you configure RSM on Contact Center Manager Server.

Using ICERTDTrace to test that the Contact Center Manager

Administration server is receiving multicast from the Contact Center
Manager Server
1 At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder C:\>
cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the
drive letter for the hard drive on which the operating system is installed.
2 To trace data sent from Contact Center Manager Server to the Contact
Center Manager Administration server, type the following command:
icertdtrace -r IPreceive <IP Multicast receive address> -s <CCMS site
name> -t <statistic type>
<statistic type> must be one of agent, application, skillset, ivr, nodal, or
route. The multicast address must be specified if the -s or -t options are
used. The -s or -t options can be used individually.
Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPRcvLog.txt.
Using ICERTDTrace to test that the Contact Center Manager

Administration server is sending multicast to clients
1 At a command prompt on the Contact Center Manager Administration
server, navigate to the Contact Center Manager Administration folder:
C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server
where [x] is the drive letter for the hard drive on which the operating system
is installed.
2 Type the following command: icertdtrace -r IPSend <IP Multicast send
address> -s <CCMS server name> -t <statistic type>


route. The multicast address must be specified if the -s or -t options are
used. The -s or -t options can be used individually.
Result: The output log file is printed to the screen at run time to a text file to
the following location: <drive>:\Program Files\Nortel Networks\
WClient\Server\IPSndLog.txt.

The server is receiving, but not sending

multicast
To solve this problem, check that the ICERtd Service is running.
Check the application event log in the Windows Event viewer. If the event log
contains errors relating to machine names or IP addresses, verify that all the
configured Contact Center Manager Servers can be reached by their specified
names (that is, ping the individual names and verify that the IP address that the
system uses in the ping is the same one that appears in the Contact Center
Manager Administration Configuration screen).

How to troubleshoot Real-time Statistics

Multicast from CCMS
If you have problems with real-time displays, you can use the Multicast Receive
utility (mRcv.exe) on the Contact Center Manager Server to test the RSM
service.
The mRcv.exe utility displays statistical information according to the settings

specified in a configuration tool called mRcv.ini.
Testing the RSM service using the mRcv.exe

Because the mRcv.exe utility tests the RSM service send capabilities one port at
a time, you must specify which IP address and port utility monitor the Mcast
section of mRcv.ini file.
1 Modify the mRcv.ini file.
a. Click Start > Programs > Windows Explorer.
b. Navigate to the folder <drive>:\Nortel\iccm\bin\mRcv.ini.
c. Use a text editor to open mRcv.ini.
Result: The mRcv.ini file appears.

d. Modify the IP address or the port number, or both. The IP address field
must be the multicast IP address of the Contact Center Manager
Server. The port number corresponds to the port number of the statistic
that you want to test.
The port numbers listed within the section bordered by the number (#)
symbols in the mRcv.ini file are for reference only and list all of the
acceptable port numbers that you can use in your test. You can use these
port numbers as an easy-to-access list of valid ports that are used in the
system to display data. The only portion of the mRcv.ini file that can be
modified is the [MCast] section at the bottom of the file.
For example, to test receipt of Skillset - Interval to date data using
mRcv.exe, check the port number for Skillset - Interval to date in the
mRcv.ini file, and then change the port number for Skillset - Interval to date
in the mRcv.ini file, and then change the Port=setting in the [Mcast] section
to that port number. If Skillset - Interval to date = 6040 in the mRcv.ini file,
the [Mcast] section of the mRcv.ini file must be modified as follows:
[MCast]
IP=234.5.6.7
Port=6040
Attention: The IP address must match your IP multicast address.
e. Save the mRcv.ini file.

2 Click Start > Programs > Windows Explorer.

3 Navigate to the folder <drive>:\Nortel\iccm\bin.
4 Double-click mRcv.eve.
Result: The mRcv.exe utility opens in a console window. If data is
multicasted out, the command prompt window is populated with incoming
data from the port and IP address that you specified in the mRcv.ini file.
The mRcv.exe utility displays all data being received on the selected port,
including data that is not recognizable by RSM. All non-RSM data is
identified as “Not recognized by RSM.”
5 To save the mRcv.exe utility data, run mRcv.exe from the command
prompt (that is, <drive>:\Nortel\iccm\bin\mrcv>log.txt).
Result: The log file with the name log.txt is saved in the same folder as
mRcv.exe.

No data is multicasted out
Ensure that all types of statistics are selected in the MulticastCtrl.exe.
Ensuring that all statistics types are selected in the MulticastCtrl.exe

1 Click Start > Programs > Windows Explorer.
2 Navigate to the folder, <drive>:\Nortel\iccm\bin.
3 Double-click MulticastCtrl.exe.
Result: The RTD Multicast controller window appears.
4 Ensure that all types of statistics are selected.

5 Click Apply.

Section G: Real-Time Reporting

problems
In this section
Real-time displays do not show any data 1908
Cannot launch real-time displays 1910
Cannot launch RTDs, others display negative values or long data strings 1913
No names appear in real-time displays 1914
Network Consolidated Real-Time Displays are missing sites 1925
Site does not appear in Network Consolidated Real Time Display 1926
Agent Map doesn't launch on upgrade from SWC4.5 to CCMA 6.0 1927
Agent name change does not reflect in the Standard Agent Display 1928

Real-time displays do not show any data
When launching a real-time display, no data is presented.
Solution
On the Contact Center Manager Administration server, verify the following:
that the Contact Center Manager Server IP address can be correctly
resolved to the server name
that the Contact Center Manager Server name can be correctly resolved to
the expected IP address
On the Contact Center Manager Server, ensure that the RSM Compression
option has not been selected in the RTD Multicast Controller window. If you
select the RSM Compression option when you configure Contact Center
Manager Server, real-time displays and Agent Desktop Displays will not
function in Contact Center Manager Administration.
Verifying the IP address and server name on the Contact Center

2 Type cmd.
3 Click OK.
Result: The Command Prompt window appears.
4 At the command prompt, type ping <Contact Center Manager Server
name>.
5 Press Enter.
Result: The Contact Center Manager Server IP address and the packets
sent and received are displayed.
Note: If unexpected results are returned, check your DNS setting and the
local host file on the server for incorrect entries.
6 At the command prompt, type ping -a <Contact Center Manager Server
IP Address>.

7 Press Enter.
Result: The Contact Center Manager Server name and the packets sent
and received are displayed.
8 If unexpected results are returned, check your DNS setting and the local
host file on the server for incorrect entries.
Ensuring that the RSM Compression option is not configured on

Contact Center Manager Server
Nortel Contact Center > Manager Server > Multicast Stream Control.
Result: The RTD Multicast Controller window opens.
2 In the Compression section of the RTD Multicast Controller window,
deselect the RSM Compression option.
3 Click Apply.
4 Click OK.
6 To activate new RSM settings on the Contact Center Manager Server
(except multicast rates), stop and start the Statistical Data Propagator
(SDP) service.

Cannot launch real-time displays
In Contact Center Manager Administration, to enable the real-time displays to

start properly, the system downloads and registers a new RTDControl to the
client PC when you launch a real-time display for the first time.
Solution
If you cannot launch real-time displays on a client PC, it can be because you
enforced user policies that deny access to the registry on the PC, and, therefore,
prevent the system from downloading and registering the new RTDControl.
To download the RTDControl, you can:

Download the RTDControl manually.
Download the Multicast Trace Tool.msi on the client PC.
Downloading the RTDControl manually

1 Log on to the client PC as the local administrator (or as a user with registry
permissions).
2 Open Contact Center Manager Administration.
3 Open the Real-Time Reporting component.
4 Launch a real-time display.
Result: The system downloads and registers the required RTDControl to
the client PC. Now regular users can log on to the client PC and launch
real-time displays.
5 Perform this procedure on every client PC upon which real-time displays
are launched.
If problems downloading third-party controls to the client PC occur, it can be

because of your local security settings. You must ensure that the local security
settings for the policy Unsigned non-driver installation behavior are not set to
Do not allow installation. For more information, see “Verifying your local
security policy settings (Windows 2000 only)” on page 305.

Downloading the Multicast Trace Tool.msi on the client PC

2 Insert the Contact Center Manager installation DVD into the PC, and then
navigate to the root directory.
3 In this directory, double-click the file Multicast Trace Tool.msi to begin the
installation.
Welcome window.
4 Click Next.
5 Click Next to install to the default folder, or click Change to install to a
different folder,
6 Click Install.
Result: The program is installed and the InstallShield Wizard completed
window appears.
7 Click Finish.
Running the Multicast Trace Tool.msi
ATTENTION
The trace tool must be run from the MS-DOS command
prompt, and MS-DOS does not accept names with more than
eight characters on some Windows operating systems.
1 From the MS-DOS command prompt, change the directory to the folder on
the client PC to which the files were copied. For example: c:\Program
Files\Nortel\Contact Center\Multicast Trace tool.
2 To check if data is being received by the client PC, type the following
command: icertdtrace -r IPSend <IP Multicast send address> -s
<CCMS server name> -t <statistic type>
route
The multicast address must be specified if the -s or -t options are used.

The -s or -t options can be used individually.

Example: icertdtrace -r IPSend 230.0.1.10 -s CCMSServer1 -t agent
Result: If the client PC is receiving statistics from the Contact Center
Manager Administration server, the data appears on the monitor. The data
is displayed by server name and statistic type, making it possible to see a
particular data stream from a particular server.
3 To stop the information from scrolling, press Ctrl+C. You can also view the
log file that captures the information, IPSndLog.txt, in the same directory.

Cannot launch RTDs, others display negative

values or long data strings
Some Real-time Displays cannot launch and the other displays that can launch
display negative values and long data strings.
Solution
check box is clear in the RTD Multicast Controller window. If you select the
RSM Compression check box when you configure Contact Center Manager
Server, Real-Time displays and Agent Desktop Displays do not function in

3 Click Apply.
4 Click OK.
(SDP) service.

No names appear in real-time displays
The following symptoms may appear in your real-time displays:

Agent names and answering skillset names appear as *UNKNOWN* in
agent real-time displays.
Route names appear as *UNKNOWN* in route real-time displays.
IVR queue names appear as *UNKNOWN* in IVR real-time displays.
Skillset and application names appear incorrectly in skillset and application
real-time displays.
Problem
There may be a problem with the permissions in IIS, the network settings, the
configuration of your DNS server, or there may be delays in the network causing
timeouts.
Solution
1. Check that IIS permissions are correctly configured.
2. Ensure an XML file loads in the browser.
3. Set the IP address field in IIS to All Unassigned.
4. Check address configurations for Host Headers.
5. Ensure the anonymous user account has the correct permissions.
Checking that IIS permissions are correctly configured

1 On the Contact Center Manager Administration server, enter the following
in the Internet Explorer address bar:
http://localhost
Result: If IIS is correctly configured, you see the logon page.
2 If the following error appears, it indicates that the IIS permissions are
incorrectly configured.
HTTP 403.6 - Forbidden: IP address rejected

Configuring IIS for real-time displays

Manager.
computer).


6 In the IP Address and Domain Name Restrictions section of the window,

click Edit.
Result: The IP Address and Domain Name Restrictions window appears.
7 Ensure that the local host address 127.0.0.1 is added to the list of allowed
computers.
8 Click OK.

Checking that the URL loads an XML file on the browser

1 On the Contact Center Manager Administration server, in the Internet
Explorer address bar, type http://localhost/common/soaplisten/
rtdservice.xml.
Result: The XML file appears in the browser.
If this fails, replace local host with the name of the Contact Center
2 If the XML file in the browser does not load after you replace local host
with the name of the Contact Center Manager Administration server, you
must ensure that IP address field in IIS is set to All Unassigned.
Setting the IP address field in IIS to All Unassigned

Manager.
computer).

5 From the IP address list, ensure that All Unassigned is selected.
Checking the address configurations for Host Headers

On Windows 2003 systems, it is possible to receive *UNKNOWN* in the agent
display if you configured Host Headers for the addresses.
Manager.

computer).

5 Click Advanced.
Result: The Advanced Web Site Identification windows appears.
6 Ensure that in the Multiple identities for this Web site list, an entry
appears for the Default address only and that the Host Header field is
empty. If the Host Header field is populated, or if entries for IP Addresses
other than Default appear, you must have an entry for localhost.
Ensuring the anonymous user account has the correct permissions

If your anonymous user account was modified, this may cause *unknown* to
appear in Standard Agent Display. If the user specified is not the default, then
the new user must have access to all of the files under the Program Files\Nortel
Networks\WClient\Apps folder. Specifically, the user must be able to access the
“common\soaplisten” files.
Manager.

computer).


6 Under Authentication and access control, click Edit.

7 Ensure that the specified anonymous user is a member of one of the
groups with access to all of the required files.

Network Consolidated Real-Time Displays are

missing sites
For all users (except the webadmin user), the Network Consolidated Real-Time
Displays do not display data for a Contact Center Manager Server site
configured on the Contact Center Manager Administration server with a fully
qualified hostname (for example, CCMS_test1.enterprise.europe.nortel.com).
Skillsets from a server configured in this way do not display.
Solution
You must use the non-fully qualified hostname (for example, CCMS1_test1).

Site does not appear in Network Consolidated

Real Time Display
Networked sites do not appear in the real-time network consolidated display

when the server is added by IP address rather than by name.
The nodal displays for the site function correctly when added by IP address.
Solution
Modify the server configuration so that the server is entered by name.

Agent Map doesn't launch on upgrade from

SWC4.5 to CCMA 6.0
When you launch an agent map saved in SWC 4.5 SU06, you receive the
following error:
Microsoft VBScript runtime error '800a000d'
Type Mismatch
Solution
Resubmit the agent map and launch the agent map again.

Agent name change does not reflect in the

Standard Agent Display
When you go to the agent details page in Contact Center Manager

Administration and change the first name and last name of an agent that is
logged out, the Standard Agent Display does not reflect the changed name of the
agent when you log on the same agent and relaunch the Standard Agent Display.
Solution
Restart the Contact Center Manager Administration IceRTDService and
relaunch the Standard Agent Display.

Section H: Historical reporting problems
In this section
The report viewer is blank when launching an ad hoc report 1930
Cannot connect to the data source 1931
Cannot print scheduled reports 1935
Cannot synchronize user imported reports; network drive access denied 1936
Cannot synchronize user imported reports; cannot copy to CCMA server 1938
Cannot import user created report templates; ASP script time out error 1939
Historical Reports cannot retrieve large number of agents 1941
Cannot obtain a license to open a Report Creation Wizard session 1942
Column Names text and data spill over the line in historical reports 1943
Last column is cutoff when you run a report 1944
Historical reports selection criteria is slow to display list of agent IDs 1945
The scheduled report export fails on the network drive 1946
You cannot activate scheduled reports 1948
Historical reports always display and print in portrait orientation 1953
Exporting large reports to PDF causes error message 1954
Fonts are missing in Report Creation Wizard 1955

The report viewer is blank when launching an

ad hoc report
When you launch an ad hoc report, the report viewer is blank.
Solution
You must install the required third-party files on the client PC for the Crystal
Reports viewer to function properly. For details, see Step 10. “Install and
configure Agent Desktop Display” on page 316.

Cannot connect to the data source
You try to run historical reports, but when you connect to the server in Contact
Center Manager Server, you see an error message in the ad hoc report preview
window saying “There is a problem connecting to the data source.”
Solution
The appropriate solution for this issue depends on the source of the problem.
This problem can occur:
If the bindings order of the ELAN subnet network card and the Nortel
server subnet network card on the Contact Center Manager Server is not set
up correctly. 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, and then the virtual adapters for remote access. For
information, see the solution listed in the entry, ““No Supervisors Defined”
error messages occur” on page 1966.
If you do not refresh your server. Perform a Refresh Server in the
Configuration component of Contact Center Manager Administration to
validate the configured server details. For information about refreshing
servers, see “Refreshing a single server in the system tree” on page 1802.
If you upgrade from Symposium Call Center Server 4.2/5.0 to Contact
Center Manager Server 6.0, and the sysadmin account is not used to
configure the Symposium Call Center Server 4.2/5.0 site on the
Symposium Web Client or Contact Center Manager Administration prior to
the upgrade. Documentation of the two methods for correcting this issue
follows.
Editing the sysadmin password in Contact Center Manager

Administration
3 In the left pane, right-click the Contact Center Manager Server that is
experiencing the problem.

4 Click Edit Properties.

Result: The server name, IP address, login ID, and password boxes are
enabled.
5 In the Login ID box, change the Login ID to sysadmin.
6 In the Password box, type the same sysadmin password that is defined on
the Symposium Call Center Server Classic Client.
7 Click Submit.
8 Refresh the same Contact Center Manager Server.
a. On the system tree, click the Contact Center Manager Server.
b. On the menu bar, select Server > Refresh Server. You can also right-
click the server to refresh, and then select Refresh Server from the
menu.
Result: The following dialog box appears.
c. Click Yes.
d. Click Yes.
9 On the Launchpad, select Logout.
10 Log back on to Contact Center Manager Administration.

Editing the sysadmin password using Server Utility

1 Log on to Contact Center Manager Server using the Server Utility.
2 Double-click User Administrator > Users screen.
3 Double click on the name of the user that logs on to the server through
The Login ID of this user is configured in the Desktop tab and is the same
as the Login ID configured in the Server Properties page on the Contact
Center Manager Administration. For details, see “Editing the sysadmin
password in Contact Center Manager Administration,” on page 1931.
4 Select the Desktop tab, and note the access class of the user.
5 Use Server Utility to delete this user.
6 Redefine this user using the same Login ID, Password, and access class.
9 Refresh the same Contact Center Manager Server.
a. On the system tree, click the Contact Center Manager Server.
b. On the menu bar, select Server > Refresh Server. You can also right-
click the server to refresh, and then select Refresh Server from the
menu.
c. Click Yes.

d. Click Yes.

Cannot print scheduled reports
You cannot print scheduled reports from the Historical Reporting component.
Solution
To print scheduled reports from the Historical Reporting component, you must
add and configure a local printer on the Contact Center Manager Administration
server while logged on as the administrator. To ensure the printer is configured
correctly, see “Option 1: Configuring a network printer on the CCMA server” on
page 180.
After you configure the printer on the Contact Center Manager Administration
server, you must remain logged on (as the administrator) to the Contact Center
Manager Administration server for users to access the printer.

Cannot synchronize user imported reports;

network drive access denied
This problem occurs because the Contact Center Manager Administration IIS
directory security account (that is, IUSR_SWC) is not able to read the report
template on the network drive.
This can occur for the following reasons:

The source report folder on the network drive is not shared with read
permissions for IIS directory security account.
The Contact Center Manager Administration is on a workgroup and the
network PC is on a domain or vice-versa.
Solution
Verify network access.
CCMA is on a workgroup
To verify the network access from Contact Center Manager Administration, map
the network drive on which the report template is stored by using the IIS
directory security account name and password (for example, IUSR_SWC) and
enter the password for this account.
Alternatively, you can use the net use command to verify whether you can map
to the report folder on the network drive from the Contact Center Manager
1 On the Contact Center Manager Administration server, go to MS-DOS
prompt and run the net use command as follows:
NET USE \\<computername>\<sharename> password of IUSR_SWC /
USER:IUSR_SWC
2 If you cannot map the network drive, check the permission on the report
folder on the network drive.
3 If you can map a network drive, but synchronization status shows Access
denied on the network drive, contact Nortel support.

CCMA is on a domain and IIS directory security account is also

using the domain account
To verify the network access from Contact Center Manager Administration, map
the network drive on which the report template is stored by using the domain
name\IIS directory security account name and password (for example,
MyDomain\Account Name) and enter the password for this account.
to the report folder on the network drive from the Contact Center Manager
1 On Contact Center Manager Administration server, go to MS DOS prompt
and run the net use command as follows:
NET USE \\<computername>\<sharename> password of IIS domain
account /USER:domain name\IIS Domain Account Name
3 If you can map a network drive, but synchronization status shows Access
denied on the network drive, contact Nortel support.

Cannot synchronize user imported reports;

cannot copy to CCMA server
This issue can occur when either the report is currently being run and
synchronization was started at the same time, or if during the last successful
synchronization, the report template file that was copied had read-only attributes
on the network folder.
Solution
1. Make sure this report is not running.
2. Change the attributes of this report template on the network drive and
resave this report in Crystal software.
3. On Contact Center Manager Administration server, run the Synchronize
User Imported Report Templates again.

Cannot import user created report templates;

ASP script time out error
A major architecture change occurred from Crystal Reports 8.5 to Crystal

Reports 9 and later versions. From Crystal Reports 9 onwards, Crystal Reports
are Unicode-compliant. This may cause delay or failure when importing and
generating reports on Contact Center Manager Administration if the report
templates were created in Crystal Reports 8.5 or earlier.
Solution
Resave report templates that cannot be imported and that run on Crystal Reports
8.5 or earlier versions of Crystal Reports into Crystal Reports 9 or Crystal
Reports 10. After you resave the report templates into Crystal Reports 9 or
Crystal Reports 10, you can import the report templates into Contact Center
This is not always a problem; therefore, Nortel recommends that only customers
experiencing this issue perform this procedure.
Resaving reports running on Crystal Reports 8.5 or earlier into

Crystal Reports 9 or Crystal Reports 10
1 Install Crystal Reports 10 Software on a PC other than the Contact Center
Crystal Reports 9 is also supported by Contact Center Manager
Administration. This procedure assumes that you resave reports to Crystal
Reports 10, but you can use the same procedure to resave reports into
Crystal Reports 9.
Do not install Crystal Reports 9 or 10 on the Contact Center Manager
2 On the PC on which you install Crystal Reports 10, create a new directory
named OldVersionTemplates.
3 Copy all custom report templates created in Crystal 8.5 or earlier versions
into the directory OldVersionTemplates.

4 On the PC on which you install Crystal Reports 10, create a new directory
named Crystal10Templates.
5 Open the Crystal Reports 10 software.
6 Click File > Open.
7 Go to the OldVersionTemplates directory to select one of the templates.
8 Click Open.
9 Click File > Save As to save the report template into a Crystal 10 version
template.
10 Browse to the Crystal10Templates directory and click Save.
Result: The report template is saved into a Crystal 10 version template in
the Crystal10Templates directory.
11 Repeat steps 6 - 10 for each of the report templates in the
OldVersionTemplates directory.
12 After you save all the required templates into a Crystal Reports 10 version
template, copy the Crystal Reports 10 templates to the desired PC that you
want to use for Contact Center Manager Administration browser to import
these report templates.

Historical Reports cannot retrieve large

number of agents
When you access the Historical Reporting component and attempt to retrieve a
large list of agents in the selection criteria, a blank list is returned.
Solution
Increase the OAM Timeout value in the Real-Time Reporting settings to retrieve
the agent details. For example, set the OAM Timeout value to 40000 for 4000
configured agents.

Cannot obtain a license to open a Report

Creation Wizard session
Check the License Manager Service configuration.
Checking the License Manager (LM) Service configuration

1 Click Start > All Programs > Manager Administration > Configuration.
2 Click LMService Configuration.
3 Verify that License Manager Server IP address and port numbers are
correct.
4 For detailed logs, choose LM Service Log Level to “Debug” from the list.
5 Click OK to submit your changes, if any.
Obtaining event details

1 In the Windows event log, look for any entries with a source of LMService.
2 Open the log file LMService.log in notepad from CCMA install directory:
Program Files\Nortel Networks\Wclient\Nortel_Log
3 Open the License Manager Interface log in notepad (for example,
C:\LM_Interface.log)
For co-resident server with Contact Center Manager Administration and
Contact Center Manager Server, check with the Contact Center Manager
Server administrator for the License Manager interface log file name and
location.

Column Names text and data spill over the line

in historical reports
When a historical report is run, the Column Names text and the data runs over
the line, making the report unreadable.
Solution
The issue is caused by the printer driver on the Contact Center Manager
Administration server. The generic text printer installed on the Contact Center
Manager Administration server conflicts with the report formats. The resolution
is to remove the generic text printer from the Contact Center Manager
Administration server and install the printer driver that a Crystal Web process
can see (for example, HP LaserJet 4000 Series).

Last column is cutoff when you run a report
When you launch an Agent Performance report, the last column of the report is
cut off in the Ad-hoc Crystal Report Viewer.
Solution
Create a default printer and change the paper size to legal.

Historical reports selection criteria is slow to

display list of agent IDs
If the list of agent IDs in the Selection Criteria pane is taking a very long time to
populate, check the DNS entries for the Contact Center Manager Server. A
known issue occurred in which two entries were listed, the Nortel server subnet
address and the ELAN subnet address.
Solution
If the Nortel server subnet address and the ELAN subnet address are both listed,
remove the ELAN subnet address.

The scheduled report export fails on the

network drive
This problem occurs because the Contact Center Manager Administration

Scheduled report account (iceAdmin or the domain account) cannot write to the
folder that you specify in the output file text box when scheduling the report.
This can occur because of the following reasons:

The scheduled report account or account password used for the shared
folder on the client PC does not match the scheduled report account or
account password on the Contact Center Manager Administration server.
You specified an invalid path when scheduling the report.
The network directory folder does not have read/change permissions.
A network problem occurs when connecting to the directory folder.
Solution
Use the iceAdmin Password Change Utility to reset the scheduled report account
or account password. This resets all the scheduled reports to use the correct
account name and password to export reports.
To verify the network access from Contact Center Manager Administration, use
scheduled report account name (iceAdmin or the domain account) and password
for this account to map the network drive to which the report is to be exported.
to the directory folder on the network drive from the Contact Center Manager
1 On Contact Center Manager Administration server, go to MS DOS prompt
and run the net use command as follows:
If you use iceAdmin as your scheduled report folder, type:
NET USE \\<computername>\<sharename> password of iceAdmin /
USER:iceAdmin
or

If you use the domain account as your scheduled report folder, type:
NET USE \\<computername>\<sharename> password of iceAdmin /
USER:<domain account name>
3 If you can map the network drive, try creating a file on the network folder. If
you cannot create a file on the network folder, check the share permissions
on the network folder from the network PC. It must be set to Read/Change
for the account you have set up on the network PC.
4 If you can create a file on the network folder but the scheduled report export
still fails, contact Nortel support.

You cannot activate scheduled reports
You cannot activate scheduled reports in Contact Center Manager

Administration. This problem occurs if the Internet Information Services (IIS)
default security account under anonymous access is not a member of the backup
operators group, or if you need to reset your scheduled report account (that is,
the iceAdmin password or the domain account/password).
Solution
To solve this issue perform the following tasks:
Ensure that the IIS default security account under anonymous access is a
member of the backup operators group.
Reset scheduled report account or account password using the iceAdmin
Password Change utility.
Ensuring that IIS default security account under anonymous access

is a member of backup operators
computer).


7 Ensure that Enable Anonymous Access is selected and note the user
account that is listed in the User Name box.
9 Click Start > Control Panel > Administrative Tools > Computer
Management.
13 Ensure that the IIS default security account under anonymous access is
listed under backup operators. If it is listed, proceed to “Resetting the
scheduled report account or account password using the iceAdmin
Password Change Utility” on page 1950.
OR

If the IIS default security account under anonymous access is not listed,
click Add.
14 Enter the domain account as <domainname>\account name, and then click
OK.
OR
15 Click OK.
16 If you cannot see the domain account on the Contact Center Manager
Resetting the scheduled report account or account password using

the iceAdmin Password Change Utility



5 In the New Password box, retype the old password for the iceAdmin user
OR


The domain account setup function of the iceAdmin Password Change

Utility can be used to reset the domain account password if it is changed by
the administrator.
administrator.
password.
account password.
13 Click OK.
iceAdmin account.
14 Click OK.

Historical reports always display and print in

portrait orientation
Your historical reports always display and print in portrait orientation even if the
report template is designed for landscape mode, thereby truncating part of the
report data columns.
Solution
This issue is caused by the printer driver on the Contact Center Manager
Administration server. Remove the “Microsoft Office Document Image Writer”
printer from the Contact Center Manager Administration server.

Exporting large reports to PDF causes error

message
When exporting a large report to PDF, the following error message appears:
“The report was not exported. The selected export format may be disabled on the
server.”
The error message appears if you attempt to export a report to PDF that has more
than 360 pages.
Solution
To export a report to PDF with more than 360 pages, you must use the page
selection fields to export reports in batches of 360 pages or less. For example,
export page 1 to page 360 to PDF. Then for the remaining pages, select these
pages using ranges of 360 pages or less.

Fonts are missing in Report Creation Wizard
There are fonts missing from the font list on the Configuration Settings page and
the Report Layout page in Report Creation Wizard.
Solution
The available fonts in Report Creation Wizard are the fonts installed on the
Contact Center Manager Administration server. Verify with the administrator
that the installed fonts meet the following requirements:
The font must be a TrueType font.
The font must support the following styles: Regular, Bold, Italic,
Underlined, and Strikethrough.
The font must support ANSI or Symbol character sets. The font can also
support other character sets, such as ShiftJIS or ChineseBig5.
Fonts installed on the Contact Center Manager Administration server that do not
meet these requirements are not available in Report Creation Wizard.


Section I: Configuration Tool problems
In this section
Problems with the Configuration Tool 1958

Problems with the Configuration Tool
The amount of configuration data you can upload using the Contact Center
Manager Administration Configuration component is restricted by the limits you
set in the Parameters tab of the Historical Statistics window in Contact Center
Manager Server. For example, if you have a limit of 240 configured CDNs in the
Historical Statistics on Contact Center Manager Server, you cannot upload more
than 240 CDNs using the Contact Center Manager Configuration Tool
spreadsheet. Always verify the Contact Center Manager Server limits before
beginning the upload process.
Solution
Ensure that the Security level is set to Medium, and Macros are enabled in Tools
> Macro > Security.
If you use a client PC to upload or download configuration data, ensure that the
Contact Center Manager Administration application can be accessed from the
client with the Contact Center Manager Administration Server Name.
The number of agent to skillset and agent to supervisor assignments that you can
upload from the Contact Center Manager Configuration Tool spreadsheets is
restricted to the number of worksheet columns that your version of Microsoft
Excel supports.

Section J: Access and Partition

Management
In this section
Cannot find Access and Partition Management information 1960
Cannot view agents or skillsets 1962
Cannot create Report Groups due to failure of XML counter upgrade 1963

Cannot find Access and Partition Management

information
After you restore your backup file of Contact Center Manager Administration
data, your Access and Partition Management data is missing. This occurs when
you use the Windows Backup Utility to create your backup file and two of the
ADAM files do not successfully back up.
Solution
You must ensure that the following ADAM files are included for all users in the
Windows Backup Utility, and then backup and restore your Contact Center
Manager Administration data again:
<x>://Program Files/Microsoft ADAM/InstanceName/data/adamntds.dit
<x>://Program Files/Microsoft ADAM/InstanceName/data/ebd*.log
Ensuring that all ADAM files back up and restore correctly

4 In the left-hand pane, expand the backup file that you use to restore your
Contact Center Manager Administration data files by clicking the plus (+)
sign next to the desired media item.
5 In the expanded list of the Contact Center Manager Administration backup
file, ensure that the following files are listed:

6 If the two ADAM files in step 5 do not appear in the expanded list, select
Tools > Options in the Windows Backup Utility.
7 Select the Exclude Files tab.
Result: The Exclude Files window appears.
8 Under Files excluded for all users:, select the following ADAM files and
click Remove:
9 Click OK.
10 Close all windows to exit the Windows Backup Utility.
11 Create a new backup file of your Contact Center Manager Administration
data files, and restore the backup file again. For details, see Chapter 14,
“Resiliency (backup, restore, and disaster recovery)”.
When creating the new backup file of the Contact Center Manager
Administration data files, ensure that the following ADAM files are selected
when you perform the backup:

Cannot view agents or skillsets
If you cannot view available agents and skillsets in the User Defined Partition
view, ensure that all servers configured on the Contact Center Manager
Administration are fully operational. If a server that is not fully operational is
listed for this partition, it can result in a failure to display agent and skillset
information for any remaining servers.

Cannot create Report Groups due to failure of

XML counter upgrade
When a user with the correct permissions, for example the webadmin user, tries
to create report groups, the user encounters the following error: “Unable to read
ADAM system parameters – Failed to add report group”
This error occurs when the RemoveCounterXML.exe upgrade utility does not
run correctly during the SU02 upgrade.
The log file created when you run the upgrade utility is in the Nortel Logs
folder. To confirm the error, confirm that the log file on the affected machine is
similar to the following example:
RemoveCounterXML.log
CCMA6.0: Adding Counter.xml value to ADAM as System
Parameter
------------------------------------------
Begin on: 15/01/2006 15:06:44
ADAM check complete: Counter needs to be updated.
Updating........
ERROR: while creating Counter entry
Error Number:-2147218445 Description:Object doesn't exist.
Solution
Run the RemoveCounterXML.exe upgrade utility.
Running the RemoveCounterXML.exe upgrade utility

1 On the Contact Center Manager Administration server, go to X:\Program
Files\Nortel Networks\WClient\Apps\SupportUtil where X:\ is the drive
where you installed Contact Center Manager Administration.
2 Double-click RemoveCounterXML.exe.
Result: The utility runs in the background and creates a log entry.


Section K: Contact Center Management
In this section
“No Supervisors Defined” error messages occur 1966

“No Supervisors Defined” error messages

occur
You add supervisors in Contact Center Management and exit the component.
When you return to the component and select the same server in Contact Center
Manager Server on which you defined the supervisors, you find that the
supervisors are not there, and an error message appears stating “No Supervisors
Defined.”
Solution
This problem can occur when the bindings order of the ELAN subnet network
card and Nortel server subnet network card on the server in Contact Center
Manager Server is not set up correctly. 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, and then the virtual adapters for remote access.
Ensure that all Contact Center Manager Administration-specific stored

procedures are on the Contact Center Manager Server.
Configuring the bindings order of the network interface cards

1 On the server in Contact Center Manager Server, click Start > Control
Panel.
2 Double-click Network and Dial-up Connections.
3 Click either the Nortel server subnet or ELAN subnet connection, and then,
from the Advanced menu, click Advanced Settings.
4 In the Connections box, make sure that the Nortel server subnet
connection is listed first. If it is not first, adjust the order so that it appears
first.
5 Save your changes and close all windows.
6 Restart the server in Contact Center Manager Server.

Ensuring that all Contact Center Manager Administration specific

stored procedures are on the Contact Center Manager Server
1 On the Contact Center Manager Server, browse to the directory
D:Nortel\iccm\dbinst\
2 Ensure that all the following stored procedures are in the directory:
WC_spAgentDetails.sql
WC_spAgQuery_.sql
WC_spAgQuery.sql
WC_spASNAgQuery.sql
WC_SAUAData.sql
WC_spSSAAgtAV.sql
WC_spSSQuery.sql
WC_spUAQuery.sql
WC_spSkAgQuery.sql
WC_spMaxAgtSearch.sql


Section L: Agent Desktop Display

problems
In this section
Cannot upgrade Agent Desktop Display 1970
Agent Desktop Displays do not show any data 1971

Cannot upgrade Agent Desktop Display
Agent Desktop Display fails to upgrade from Symposium Web Client 4.5 to
Contact Center Manager Administration 6.0 on client PCs.
This can occur if you have proxy settings turned on when you attempt to
upgrade Agent Desktop Display.
Solution
Ensure that proxy settings are turned off before you upgrade Agent Desktop
Display.
Turning off proxy settings

1 On Internet Explorer, click Tools > Internet Options.
4 Click OK.
If your network security policy requires it, you must turn proxy settings back on
after you complete the Agent Desktop Display upgrade.

Agent Desktop Displays do not show any data
When launching Agent Desktop Displays, no data is presented.
Solution
option has not been selected in the RTD Multicast Controller window. If you
select the RSM Compression option when you configure Contact Center
Manager Server, real-time displays and Agent Desktop Displays will not
function in Contact Center Manager Administration.

3 Click Apply.
4 Click OK.
(SDP) service.


Appendix A
Event Codes
In this appendix
Operating System events 1974
Contact Center Management Administration events 1976

Event Codes Standard 10.15
Operating System events
Event
ISS Service 7031 Critical Service Description: The World Wide Web
Failure Control Publishing Service service terminated
Manager unexpectedly.
Mitigation: Specify a recovery action
IIS Service 7031 Critical Service Description: The IIS Admin Service
ADAM Service 7031 Critical Service Description: The SymposiumWC
Real Time 7031 Major Service Description: The IceRTDService

Information Control service terminated unexpectedly.
ICE Assignment 7031 Major Service Description: The ICE Assignment

Service Failure Control service terminated unexpectedly
Emergency 7031 Major Service Description: The IceEmHlpService
Help Service Control service terminated unexpectedly.
Failure Manager Mitigation: Specify a recovery action

December 2007 Event Codes
Event
License 7031 Major Service Description: The CCMA LMService

Manager Control service terminated unexpectedly.

Contact Center Management Administration

events
Event
ID Severity Source Description
101 Critical CCMA Registry key \SOFTWARE\Nortel\RTD can not

be created or opened!
not be read!

be read!

Receive can not be read!

Receive can not be written!

Send can not be written!

not be written!

be written!

Send can not be read!

Timeout can not be written!

Event

Timeout can not be read!

cannot be written!

cannot be read!
114 Information CCMA Unicast realtime data transmission is not

supported from this server.
115 Information CCMA A unicast connection with this client already

exists for statistic type %1.
116 Major CCMA The IP address %1 for stat %2 could not be

stored. Unicast connection cannot be established.
117 Major CCMA Error establishing unicast socket, could not bind
to the socket.
118 Major CCMA Error establishing unicast socket, the socket

could not be created.

Unicast Sessions cannot be written!
Unicast Sessions cannot be read!

be written!

be read!

Event
123 Major CCMA %1 unicast sessions open, no further sessions

available. %nThis value may be increased
through the RTR settings.
124 Major CCMA The IP address %1!s! for stat %2 could not be
stored in the timestamp map. Unicast connection
not established.

cannot be written!

cannot be read!
140 Major CCMA Socket “select” in receiver thread failed %1
141 Major CCMA HELLO Message Timeout. Haven't heard from

IP %1!s! stat %2!s! for more than 5 minutes.
Closing connection.
150 Major CCMA Socket initialization failed.
151 Major CCMA Request failed! Host is down or nbnmsrvc.exe is

not running. Error code %1!s!.
152 Minor CCMA OAM Error! Error code %1!s!.

153 Major CCMA Host %1!s! not found! %nError resolving host
name to IP address.
154 Minor CCMA %1!s!: Socket error %2!s!.
155 Minor CCMA Registry value

\\SOFTWARE\\Nortel\\RTD\\NCC Server can
not be read or written!

Event
156 Minor CCMA Registry value

\\SOFTWARE\\Nortel\\WClient\\WClient_path
can not be read or write!
157 Minor CCMA Registry key \\SOFTWARE\\Nortel\\WClient

can not be opened!
159 Minor CCMA Host name parameter is missing or empty in call

to function!
160 Minor CCMA Registry key

\\SOFTWARE\\Nortel\\EmergencyHelp can not
be opened!
161 Minor CCMA Invalid registry key name was passed!
162 Major CCMA %1!s! error: %2!s!.\nHost: %3!s!.\nIP Address:

%4!s!.\nNote: SCCS 4.0 servers do not support
that function
200 Information CCMA System Error Detail = %1!s!
201 Information CCMA Generic Error Detail = %1!s!
500 Information CCMA %1!s!
1000 Minor CCMA ICESocket Exception: %1!s!
1100 Major CCMA Message registration Send failed with %1!s!

%nMessage: %2!s! %nChannel: %3!s!
%nStatus=%4 %nchName=%5!s!
%naddress=%6!s!
1101 Information CCMA Message registration passed with %1!s!

%nchannelName = %4!s! %naddress = %5!s!
%n

Event
1102 Major CCMA Message registration Connect failed with %1!s!

%nStatus=%4 %nchName=%5!s!
%naddress=%6!s!
1103 Major CCMA Message Re-Registration Send failed with %1!s!
%nChannel %2!s! %nstatus = %3 %nchannel
name = %4!s! %naddress = %5!s!
1104 Information CCMA Message Re-Registration passed with %1!s!

%nChannel: %2!s! %nchannel Name = %3!s!
%naddress = %4!s!
1105 Major CCMA Message Re-Registration Connect Failed with

%1!s! %nChannel: %2!s! %nstatus=%3
%nchannel name=%4!s! %naddress=%5!s!
1106 Major CCMA Can not find server name for the site %1!s!
1107 Major CCMA Can not find host %1!s! address
1108 Minor CCMA ePerform NIOAM_dwUserGet error: %1
1109 Minor CCMA %1!s! %nError: %2. %nHost: %3!s!. %nIP

Address: %4!s!
2000 Information CCMA Generic OAM Error: %1!s!
1000 Information ICEEmHlpService lists successfully and unsuccessfully refreshed

servers

Appendix B
Change the names or IP addresses of

servers
In this appendix
Overview 1982
Change the Contact Center Manager Server name 1983
Change the Contact Center Manager Server IP address 1997
Change the Contact Center Manager Standby Server name 2014
Change the Contact Center Manager Standby server IP address 2034
Change the co-resident server name 2058
Change the co-resident server IP address 2081
Change the Contact Center Manager Administration server name 2092
Change the Contact Center Manager Administration server IP address 2109
Change the Communication Control Toolkit server name 2116
Change the Communication Control Toolkit IP address 2126
Change the Contact Center Multimedia server name 2130
Change the Contact Center Multimedia IP address 2142
Change the Contact Center Multimedia Standby server name 2149

Change the names or IP addresses of servers Standard 10.15
Overview
Contact Center 6.0 includes many server software applications that control the
routing, handling, and reporting of contacts. This chapter describes the
procedures required to change the computer name or IP address on each server
in the Contact Center 6.0 suite.
If you change the name or IP address of one server software application, you
must update the other server applications in your contact center with the new
information.
ATTENTION
If your servers are all on a network, you can use a Domain
Name Service (DNS) server to resolve name and IP address
translations for your servers. If you do not use a DNS in your
network, you must manually update the HOSTS file on every
server in your network. This chapter provides the instructions
for both a DNS and a non-DNS network. Ensure you follow
the instructions appropriate for your network configuration.
Your contact center can include the following set of server software applications,
depending on your licensed features:
Contact Center License Manager server
Contact Center Manager Standby Server (and Replication Server)
Contact Center Manager Administration server
Communication Control Toolkit server
Contact Center Multimedia server
Contact Center Multimedia Standby server
You can install one or more server software applications on the same server.

December 2007 Change the names or IP addresses of servers
Change the Contact Center Manager Server

name
You can change the Contact Center Manager Server name if the new server
name meets the following requirements:
The name cannot be the same as any other computer or domain name in the
network.
The name must contain 6 to 15 characters (A through Z, 0 through 9).
The first character of the name must be alphabetical.
No other characters are allowed. For example, the name cannot include any
underscores (_).
Hyphens (-) are not permitted in the Contact Center Manager Server name.
After you change the Contact Center Manager Server name, you must update the
other servers in the Contact Center suite to ensure the servers work together.
If Contact Center Manager Server and Contact Center Manager Administration

are installed on the same server, see “Change the co-resident server name” on
page 2058.
Complete the following tasks described in this section:

1. Change the Contact Center Manager Server name within the operating
system of Contact Center Manager Server.
2. If you have a Domain Name Service (DNS) server in your network, update
the DNS with the new server name of the Contact Center Manager
Administration.
3. On the Contact Center Manager Administration server, update the server
HOSTS file, if required, and configure the new Contact Center Manager
Server name properties.
4. Synchronize the name on the operating system with the Contact Center
Manager Server name.

5. On the Communication Control Toolkit server, update the HOSTS file, if

required, and configure the Content Management Framework for the new
Contact Center Manager Server name.
6. On the Contact Center Multimedia server, update the HOSTS file, if
required. Also update the server settings with the new Contact Center
Manager Server name, and License Manager server, if required.
Changing the Contact Center Manager Server name on the operating

system
1 On the Contact Center Manager Server, select Start > Control Panel >
System.
3 Click Change.
4 Enter the new server name.
5 Click OK.
6 Click Yes.
Updating the Domain Name Service server

If you configure a Domain Name Service (DNS) server for name resolution in
your network, you must contact your local network prime to update the DNS
with the new computer name.
To verify that the new IP address is up to date on the DNS, use the ping <server
name> DOS command with the new server name to confirm that the system
responds with the corresponding IP address.

Synchronizing the operating system name with the Contact Center

Manager Server name
1 Log on to the Contact Center Manager Server as Administrator.
2 From the Start menu, choose All Programs > Nortel Contact Center >
Manager Server > Computer Name Sync.
Result: The Contact Center Manager Server Computer Name
Synchronization Utility dialog box appears.
3 Click OK.
Result: The utility compares the server name with the database server
name. If the names match, continue with step 5. If the names do not match,
the following message appears.

4 Click OK.
Result: The utility shuts down the Contact Center Manager Server services
and then synchronizes the server name with the database server name.
When the process is complete, the following message appears.
5 Click OK.
6 Click OK.
Updating the Contact Center Manager Administration server

On the Contact Center Manager Administration server, after you change the
Contact Center Manager Server name, you must update the HOSTS file if you
do not have a DNS server. You must also configure the new server name in

Updating the HOSTS file

If you do not have a DNS server, you must manually update the HOSTS file on
the Contact Center Manager Administration server with the new computer
name. If you do have a DNS server, continue with “Changing the server name in
the Administration tool” on page 1988.
ATTENTION
Incorrectly modifying a host table can cause extensive
network problems. Before you modify host tables, review
the information about hosts in the supporting

HOSTS file provided with the Windows Server 2003 installation in the
following directory: <x>:\Windows\system32\drivers\etc
2 Right-click the HOSTS file and open the file with a text editor (for example,
Result: The HOSTS file appears in the text editor. The HOSTS file consists
of a list of IP addresses followed by a server name. The HOSTS file in the
following figure is a sample and does not indicate exactly how the HOSTS
file is configured.
3 Update the file to reflect the new server name of the Contact Center
Manager Server.

If you do not see a server name for the Contact Center Manager Server
listed in the HOSTS file, a DNS server is configured in your network for
name resolution. You do not need to update the HOSTS file.
Save the file without an extension so that your system recognizes the
changes.
Result: The system automatically reads the new settings.
Changing the server name in the Administration tool

You must update the Configuration component in Contact Center Manager
Administration with the new Contact Center Manager Server name.
1 Log on to the Contact Center Manager Administration server as the
webadmin user.
2 Launch the Configuration component.
3 In the left pane, right-click the Contact Center Manager Server name that
you are changing.
Result: The server name, IP address, logon ID, and password boxes are
enabled.
Updating the Communication Control Toolkit server

On the Communication Control Toolkit server, after you change the Contact
Center Manager Server name, you must update the HOSTS file if you do not
have a DNS server. You must also configure the Contact Management
Framework with the new server name.


Communication Control Toolkit server with the new computer name. If you do
have a DNS server, proceed with “Configuring the Contact Management
Framework settings” on page 1989.
ATTENTION
1 On the Communication Control Toolkit server, browse to the HOSTS file

provided with the Windows Server 2003 installation in the following
directory: <x>:\Windows\system32\drivers\etc
Result: The HOSTS file appears in the text editor.
Manager Server.
changes.
Configuring the Contact Management Framework settings

Update the Contact Management Framework component in Communication
Control Toolkit with the new Contact Center Manager Server name.
1 Log on to the Communication Control Toolkit server.
2 Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel >
Communication Control Toolkit > NCCT 6.0 Console.

3 Expand NCCT Admin.
4 Double-click CCT Server in the right pane of the NCCT 6.0 Console.
Result: The CCT Server Properties dialog box appears.

5 Click the CMF Configuration tab.

Result: The CMF Configuration page appears.
6 In the CCMS Server Name box, type the new name of the Contact Center
Manager Server.
7 Click Apply to save the Contact Management Framework settings.
8 Click OK to close the window.
9 Restart the services on the Communication Control Toolkit server by
performing the following steps:
a. Log on to the Communication Control Toolkit server as Administrator.
b. On the NCCT 6.0 Console, expand NCCT Maintenance.
c. In the left pane, click Services.

d. In the right pane of the NCCT 6.0 Console, double-click Services.

Result: The Services dialog box appears.
e. Click to stop the services.

f. Click to restart the services.
g. The services are restarted.
Updating the Contact Center Multimedia server

On the Contact Center Multimedia server, after you change the Contact Center
Manager Server name, you must update the HOSTS file if you do not have a
DNS server and then configure the server settings in the Multimedia
Administrator application.


the Contact Center Multimedia server with the new Contact Center Manager
Server name. If you do have a DNS server, proceed with “Configuring the server
settings” on page 1993.
ATTENTION
1 On the Contact Center Multimedia server, browse to the HOSTS file

Manager Server.
changes.
Configuring the server settings

You must update the server settings in the Contact Center Multimedia
Administrator with the new Contact Center Manager Server name and then
restart the Multimedia services.
1 Log on to the Contact Center Multimedia server.
2 Log on to the Contact Center Multimedia Administrator using an
administration user ID and password.

3 In the Contact Center Multimedia Administrator window, expand Contact

Center Multimedia.
4 Expand General Administration.
5 Double-click Server Settings.
Result: The Server Settings dialog box appears.
6 Click Contact Center Manager Server to select it.

7 Click Edit.
Result: The Server Properties dialog box appears.
8 In the Server Name box, change the name of the Contact Center Manager
Server.

9 Click Save.
Result: A warning appears describing potential errors for changing this
server.
10 Click OK.
11 If the License Manager server is installed on the same server as Contact
Center Manager Server, in the Server Settings window, click Contact
Center License Server.
12 Click Edit.
13 In the Server Name box, change the name of the Contact Center License
Manager server.
14 If you have a backup Contact Center License Manager server, type the
name in the Backup Server box.
15 Click Save.
server. Click OK to accept.
16 Restart the Multimedia services using the following steps:
a. On the Start menu, click All Programs > Nortel Contact Center >
Multimedia Server > CCMM Services Control.
Result: The CCMM Service Control window appears.

b. Click Stop All.

c. Click Start All.
d. Click Exit to close the CCMM Service Control window.

Change the Contact Center Manager Server IP

address
This section describes how to change the Contact Center Manager Server IP
address of a Nortel server subnet and an ELAN subnet.
If Contact Center Manager Server and Contact Center Manager Administration

is installed on the same server, see “Change the co-resident server IP address”
on page 2081.
Nortel server subnet

If you are changing the IP address of a Nortel server subnet, you must complete
1. Change the Contact Center Manager Server IP address on the Contact
Center Manager Server.
2. Update the Contact Center Manager Server IP address in the Server
Configuration Utility.
the DNS with the IP address of Contact Center Manager Server and License
Manager.
4. If you are using a Network Control Center, on the Network Control Center,
update the Contact Center Manager Server IP address.
5. On the Contact Center Manager Administration server, update the HOSTS
file, if required, and configure the Contact Center Manager Server IP
address.
required, the license information, the TAPI settings and restart the services.
required.

ELAN subnet
If you are changing the IP address of an ELAN subnet card, you must change the
ELAN subnet IP address on the Contact Center Manager Server. See “Changing
the ELAN subnet IP address on the Contact Center Manager Server” on page
2012.
Changing the Nortel server subnet IP address in the operating system

Complete the following procedure if you change the Nortel server subnet IP
address.
1 Log on to the Contact Center Manager Server.
2 From the Start menu, select Programs > Nortel Contact Center >
Manager Server > Shutdown.
Result: A dialog box appears prompting you to shut down services.
3 Click OK.
Result: The services shut down.
4 Click Accept.
5 From the Start menu, select Control Panel.
6 Right-click Network Connections.
7 Right-click the LAN connection of the Nortel server subnet network
interface card, and then click Properties.
8 Select Internet Protocol (TCP/IP), and then click Properties.
9 Enter the new IP address, and then click OK.
10 In the Properties window, click Close.

Configure the Contact Center Manager Server with the new IP

address
Manager Server > Server Setup Configuration.
Result: The following dialog box appears. This dialog box remains open for
20 to 30 seconds.
If you have a co-resident License Manager, an Information dialog box

appears.
2 If the Information dialog box appears, click Continue.

Result: The Server Setup Configuration Utility initializes.

3 Click the Local Area Network IP tab.
4 From the IP Address list, select the new Nortel server subnet IP address.

5 If the License Manager server is installed with Contact Center Manager

Server, click the License Manager tab.
6 Verify that the Primary License Manager IP Address is the new Contact
Center Manager Server IP Address.
7 Click OK.
8 Click Yes to start the Server Setup Configuration Utility.
Result: The Server Setup Configuration Utility starts. This takes 10 to 15
minutes to complete. A message box confirms the configuration is
complete.
9 Click OK.
10 Click Yes.


with the new IP address of the Contact Center Manager Server.
ATTENTION
Consult your network administrator to ensure your DNS is
updated with the new IP address of your Contact Center
Manager Administration. If you do not have a DNS server
in your network, you must update the hosts file on the
servers as described in the following steps to reflect this
change.
name> DOS command with the server name to confirm that the system responds
with the corresponding IP address.
Updating the Network Control Center server

If you have a network of Contact Center Manager Servers connected to a
Network Control Center server, you must update the IP address for the Contact
Center Manager Server on the Network Control Center server.
1 On the Network Control Center server, from the Start menu, select Run.
2 In the Open box, type nbconfig -admin.

3 Press Enter.
Result: The Nbconfig dialog box appears.
4 Click the Site Table tab.

5 On the Site Table tab, select the site name and click Edit.
Result: The Edit Site dialog box appears.
6 In the CLAN IP Address box, type the new IP address.

7 Click OK.
8 On the Nbconfig dialog box, click Verify.
Result: The Network Control Center server synchronizes with the Contact
Center Manager Server and updates the IP address.

9 On the Nbconfig dialog box, click OK.

10 Verify that the correct IP address appears in the Site Table tab.
11 Click OK to close all windows.

Contact Center Manager Server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the new IP address in Contact

the Contact Center Manager Administration server with the new IP address. If
you do have a DNS server, continue with “Changing the Contact Center
Manager Administration server” on page 2005.
ATTENTION


file is configured.
3 Update the file to reflect the new IP address of the Contact Center Manager
Server.
changes.
Changing the Contact Center Manager Administration server

Update the IP address of the Contact Center Manager Server in Contact Center


webadmin user.
3 In the left pane, right-click the name of the updated Contact Center
Manager Server.
5 In the IP Address box, type the new IP address.
6 Click Submit.
7 Click Launchpad > Logout to exit.
Changing the License Manager IP address on Contact Center

If the License Manager server is installed on the same server as Contact Center
Manager Server, use this procedure to modify the primary or secondary License
Manager server IP address.
1 Log on to the Contact Center Manager Administration server.


4 In the Primary License Manager Server's IP Address box, type the new
IP address.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Result: A message box appears, prompting you to restart the License
Manager service.
7 Click Yes to restart the License Manager service.
service has restarted.
8 Click OK.
9 Click File > Exit to close the window.


Center Manager Server IP address, you must update the HOSTS file if you do
not have a DNS server then update the License Manager IP address, configure
TAPI, and restart all Communication Control Toolkit services.

the Communication Control Toolkit server with the new IP address. If you do
have a DNS server, proceed with “Updating the Communication Control Toolkit
license” on page 2009.
ATTENTION

2 Right click the HOSTS file and open the file with a text editor (for example,
of a list of IP addresses followed by a server name.
Server.
changes.

Updating the Communication Control Toolkit license

If the License Manager server is co-resident with the Contact Center Manager
Server, use the following procedure to configure the License Manager IP address
for the Communication Control Toolkit server.
4 In the right pane of the NCCT 6.0 Console, double-click CCT Server.

5 Click the Licensing tab.

Result: The Licensing page appears.
6 Under Primary License Manager Server, in the IP Address box, type the
new IP address.
7 Click File > Exit to close the NCCT 6.0 Console.
If prompted, save the Console settings.
Changing the TAPI SP host address setting

If your Communication Control Toolkit server Telephony Application
Programming Interface (TAPI) points to your Contact Center Manager Server,
change the IP address in the TAPI Meridian 1 configuration.

1 From the Start menu, select All Programs > Nortel > Symposium TAPI
Provider > Configure Database.
Result: The Symposium TAPI SP for Meridian 1 Configuration window
appears.
2 Click the Meridian 1 Host tab.
3 In the Host Address box, type the new Nortel server subnet IP address for
4 Click OK.
Restart all Communication Control Toolkit services

Restart all services, including Telephony, ACDProxy, and all Communication
Control Toolkit services.
1 From the Start menu, select All Programs > Nortel > Communication
Control Toolkit > NCCT 6.0 Console.
2 Expand NCCT Maintenance.
3 Select Services.
4 In the right pane, double-click Services.
Result: The Services Properties dialog box appears.
5 Click Restart All.
6 Click OK.

Manager Server IP address, you must update the HOSTS file if you do not have
a DNS server.


the Contact Center Multimedia server with the new IP address. If you do have a
DNS server, updating your Contact Center suite is complete.
ATTENTION

Server.
changes.
Changing the ELAN subnet IP address on the Contact Center

Manager Server
Complete the following procedure if you change the ELAN subnet IP address.


3 Click OK.
4 Click Accept.
5 From the Start menu, choose Control Panel.
7 Right-click the LAN connection on the ELAN subnet network interface card,
and then click Properties.
10 On the Properties window, click Close.
11 From the Start menu, select All Programs > Nortel Contact Center >
13 On the IP Address list, select the new ELAN IP address.
14 Click OK.
Result: The Server Setup Configuration Utility launches. This takes 10 to
15 minutes to complete. A dialog box confirms the configuration is
complete.
16 Click OK.
17 Click Yes.

Change the Contact Center Manager Standby

Server name
This section describes how to change the Contact Center Manager Standby
server name. Because the Contact Center Manager Standby Server software uses
three servers, you can change the name on one or more separate servers. For
example, you can do one of the following:
change the Active Server name
change the Standby Server name
change the Replication Server name
change the Active Server, Standby Server, and Replication Server name
If you change the name of any of the Contact Center Manager Standby servers,
you do not have to disable the replication process.
If you change the Active Server name, the Standby Server name, or the
Replication Server name, you must update the Replication Server name on all
servers.
Changing the Active Server name

To change the Active Server name, complete the following procedure.
1 On the Replication Server, remove the warm standby configuration on the
Replication Server using the following steps:
a. On the Start menu, click Program > Nortel Contact Center >
Replication Server > Replication Server Management.
Result: The Replication Server Management dialog box appears.
b. Select the servers that are being replicated, and then click Remove.
Result: The Confirm Remove dialog box appears.
c. Click Yes.
Result: The replication between the Active Server and the Standby
Server is stopped. The Warm Standby configuration is removed. The
contact center data is intact on both servers.

d. Click Done.
2 On the Active Server, change the Active Server name using the following
steps:
a. On the Active Server, select Start > Control Panel > System.
b. Click the Computer Name tab.
c. Click Change.
d. Enter the new server name.
e. Click OK.
f. Click Yes.
3 On the Active Server, update the Active Server name on all of the other
servers using the procedures in “Changing the Contact Center Manager
Server name” on page 2021.
4 Restart the Active Server.
5 Ensure that you can ping the Replication Server.
6 On the Replication Server, recreate the warm standby configuration on the
Replication Server with the new Active Server IP address using the
following steps:
a. Click Start > Programs > Nortel Contact Center > Replication
Server > Replication Server Management.
b. Click Create.
Result: The Warm Standby Servers dialog box appears.
c. In the Primary CCMS box, type the name and Nortel server subnet IP
address for the Primary Server.
d. In the Secondary CCMS box, type the name and Nortel server subnet
IP address for the Secondary Server, and click OK.
Result: The Warm Standby configuration takes several minutes. At the
end of the process, the Initialize Standby CCMS Database dialog box
appears.

e. Back up the Active CCMS database and restore it on the Standby

Server. For more information about backing up and restoring the CCMS
database, see the Nortel Contact Center Manager Server Installation
and Maintenance Guide for the Standby Server.
f. Click OK.
Changing the Standby Server name

To change the Standby Server name, complete the following procedure.
c. Click Yes.
d. Click Done.
2 On the Standby Server, change the Standby Server name using the
following steps:
a. On the Standby Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
3 Restart the Standby Server.


following steps:
b. Click Create.
appears.
f. Click OK.
Changing the Replication Server name

To change the Replication Server name, complete the following procedure.
On the Replication Server

1 Click Start > Administrative Tools > Services to shut down the following
Replication Server services:
Sybase REP_<Server Name>_RS
Sybase SQLServer_<Server Name>
Sybase BCKServer_<Server Name>_BS (if it is running)
CC Rep Service
2 Change the Replication Server name using the following steps:

a. On the Replication Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
3 Click Start > Administrative Tools > Services to restart the following
services:
Sybase BCKServer_<Server Name>_BS (if it was running)
CC Rep Service
4 Ensure that you can ping both the Standby and Active Servers.
On the Active Server

5 In the Server Setup Configuration Utility, change the Replication Server
name on the Database Replication tab.
On the Standby Server

Changing the name of all three servers

To change the Active Server name, the Standby Server name, and the
Replication Server name, complete the following procedures.


CC Rep Service
2 Change the Replication Server name using the following steps:
a. On the Replication Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
services:
CC Rep Service
following steps:

b. Click Create.
appears.
f. Click OK.

6 Change the name of the Active Server using the following steps:
7 Change the Active Server name using the following steps:
a. On the Active Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
8 Change the name of the Active Server on the other servers in the contact
center using the procedures in “Changing the Contact Center Manager
Server name” on page 2021.


12 Change the Standby Server name using the following steps:
a. On the Standby Server, select Start > Control Panel > System.
c. Click Change.
e. Click OK.
f. Click Yes.
13 In the Server Setup Configuration Utility, change the Replication Server IP
address on the Database Replication tab.
Changing the Contact Center Manager Server name

Complete the following tasks described in this section:
the DNS with the new server name of the Contact Center Manager
Administration.
2. On the Contact Center Manager Administration server, update the server
HOSTS file, if required, and configure the new Contact Center Manager
Server name properties.
3. Synchronize the name on the operating system with the Contact Center
Manager Server name.
required, and configure the Content Management Framework for the new
Contact Center Manager Server name.
required. Also update the server settings with the new Contact Center
Manager Server name, and License Manager server, if required.


Synchronizing the operating system name with the Contact Center

Manager Server name
On the Replication Server, the Active Server, and the Standby Server, depending
on which server name you changed, perform the following steps:
1 Log on to the Contact Center Manager Server as Administrator.
Synchronization Utility dialog box appears.

3 Click OK.
name. If the names match, continue with step 5. If the names do not match,
the following message appears.
4 Click OK.
5 Click OK.
6 Click OK.


Contact Center Manager Server name, you must update the HOSTS file if you
do not have a DNS server. You must also configure the new server name in

name. If you do have a DNS server, continue with “Changing the server name in
the Administration tool” on page 2025.
ATTENTION


file is configured.
Manager Server.
changes.
Changing the server name in the Administration tool

You must update the Configuration component in Contact Center Manager
Administration with the new Contact Center Manager Server name.


webadmin user.
2 Launch the Configuration component.
3 In the left pane, right-click the Contact Center Manager Server name that
you are changing.
Result: The server name, IP address, logon ID, and password boxes are
enabled.

Center Manager Server name, you must update the HOSTS file if you do not
have a DNS server. You must also configure the Contact Management
Framework with the new server name.

Communication Control Toolkit server with the new computer name. If you do
have a DNS server, proceed with “Configuring the Contact Management
Framework settings” on page 2027.
ATTENTION


Manager Server.
changes.

Update the Contact Management Framework component in Communication
Control Toolkit with the new Contact Center Manager Server name.

6 In the CCMS Server Name box, type the new name of the Contact Center
Manager Server.




DNS server and then configure the server settings in the Multimedia
Administrator application.


the Contact Center Multimedia server with the new Contact Center Manager
Server name. If you do have a DNS server, proceed with “Configuring the server
settings” on page 2030.
ATTENTION

Manager Server.
changes.

You must update the server settings in the Contact Center Multimedia
Administrator with the new Contact Center Manager Server name and then
restart the Multimedia services.


Center Multimedia.

7 Click Edit.
Server.

9 Click Save.
server.
10 Click OK.
11 If the License Manager server is installed on the same server as Contact
Center Manager Server, in the Server Settings window, click Contact
Center License Server.
12 Click Edit.
13 In the Server Name box, change the name of the Contact Center License
Manager server.
14 If you have a backup Contact Center License Manager server, type the
name in the Backup Server box.
15 Click Save.

b. Click Stop All.

c. Click Start All.

Change the Contact Center Manager Standby

server IP address
This section describes how to change the Contact Center Manager Standby
server IP address. Because the Contact Center Manager Standby Server software
uses three servers, you can change the IP address on one or more servers. For
example, you can do one of the following:
change the Active Server IP address
change the Standby Server IP address
change the Replication Server IP address
change the Active Server, Standby Server, and Replication Server IP
addresses
If you change the IP address on either the Active and Standby Servers in Contact
Center Manager Standby Server, you must perform steps to remove and recreate
the warm standby configuration on the Replication Server.
Any one of the IP address changes means that you must stop the replication
process, perform all of the steps required to change the IP address of the Contact
Center Manager Standby Server, and then update the IP address on the other
servers in your contact center.
Changing the Active Server IP address

To change the Active Server IP address, complete the following procedure.

c. Click Yes.
d. Click Done.
2 On the Active Server, change the Active Server IP address using the
procedures in “Changing the Contact Center Manager Server IP address”
on page 2041, depending on your Nortel server subnet or ELAN subnet
configuration.
3 Restart the Active Server.
following steps:
b. Click Create.
appears.
f. Click OK.

Changing the Standby Server IP address

To change the Standby Server IP address, complete the following procedure.
c. Click Yes.
d. Click Done.
2 On the Standby Server, change the IP address of the Standby Server using
the procedures in “Changing the Contact Center Manager Server IP
address” on page 2041, depending on your Nortel server subnet or ELAN
subnet configuration.
3 Restart the Standby Server.
following steps:
b. Click Create.

appears.
f. Click OK.
Changing the Replication Server IP address

To change the Replication Server IP address, complete the following procedure.

c. Click Yes.
d. Click Done.
CC Rep Service

3 Use the Windows Network Connection interface to change the Replication

Server IP address.
services:
CC Rep Service



following steps:
b. Click Create.

appears.
f. Click OK.
Changing the IP address of all three servers

To change the Active Server IP address, the Standby Server IP address, and the
Replication Server IP address, complete the following procedures.

c. Click Yes.
d. Click Done.

CC Rep Service
3 Use the Windows Network Connection interface to change the Replication
Server IP address.
services:
CC Rep Service

6 Change the IP address of the Active Server using the procedures in
“Changing the Contact Center Manager Server IP address” on page 2041,
depending on your Nortel server subnet or ELAN subnet configuration.
7 In the Server Setup Configuration Utility, on the Local Area Network IP
tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP
address to the new address defined, depending on which address you are
changing.

11 Change the Standby Server IP address using the procedures in “Changing
the Contact Center Manager Server IP address” on page 2041, depending
on your Nortel server subnet or ELAN subnet configuration.
12 In the Server Setup Configuration Utility, on the Local Area Network IP
tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP
address to the new address defined, depending on which address you are
changing.



following steps:
b. Click Create.
appears.
f. Click OK.
Changing the Contact Center Manager Server IP address

This section describes how to change the Contact Center Manager Server IP
address of a Nortel server subnet and an ELAN subnet.

If you are changing the IP address of a Nortel server subnet, you must complete

1. Change the Contact Center Manager Server IP address on the Contact

2. Update the Contact Center Manager Server IP address in the Server
Configuration Utility.
the DNS with the IP address of Contact Center Manager Server and License
Manager.
4. If you are using a Network Control Center, on the Network Control Center,
update the Contact Center Manager Server IP address.
5. On the Contact Center Manager Administration server, update the HOSTS
file, if required, and configure the Contact Center Manager Server IP
address.
required, the license information, the TAPI settings and restart the services.
required.
ELAN subnet
If you are changing the IP address of an ELAN subnet card, you must change the
ELAN subnet IP address on the Contact Center Manager Server. See “Changing
the ELAN subnet IP address on the Contact Center Manager Server” on page
2056.
Changing the Nortel server subnet IP address in the operating system

address of the Active server, the Standby server, or the Replication server.
3 Click OK.

4 Click Accept.
Configure the Contact Center Manager Server with the new IP

address
address of the Active server, the Standby server, or the Replication server.
Result: The following dialog box appears. This dialog box remains open for
20 to 30 seconds.
If you have a co-resident License Manager, an Information dialog box

appears.
2 If the Information dialog box appears, click Continue.

Result: The Server Setup Configuration Utility initializes.


5 If the License Manager server is installed with Contact Center Manager

Server, click the License Manager tab.
6 Verify that the Primary License Manager IP Address is the new Contact
Center Manager Server IP Address.
7 Click OK.
Result: The Server Setup Configuration Utility starts. This takes 10 to 15
minutes to complete. A message box confirms the configuration is
complete.
9 Click OK.
10 Click Yes.


with the new IP address of the Contact Center Manager Server.
ATTENTION
Consult your network administrator to ensure your DNS is
updated with the new IP address of your Contact Center
Manager Administration. If you do not have a DNS server
in your network, you must update the hosts file on the
servers as described in the following steps to reflect this
change.
Updating the Network Control Center server

If you have a network of Contact Center Manager Servers connected to a
Network Control Center server, you must update the IP address for the Contact
Center Manager Server on the Network Control Center server.
1 On the Network Control Center server, from the Start menu, select Run.
2 In the Open box, type nbconfig -admin.

3 Press Enter.
Result: The Nbconfig dialog box appears.
4 Click the Site Table tab.

5 On the Site Table tab, select the site name and click Edit.
Result: The Edit Site dialog box appears.
6 In the CLAN IP Address box, type the new IP address.

7 Click OK.
8 On the Nbconfig dialog box, click Verify.
Result: The Network Control Center server synchronizes with the Contact
Center Manager Server and updates the IP address.

9 On the Nbconfig dialog box, click OK.

10 Verify that the correct IP address appears in the Site Table tab.
11 Click OK to close all windows.

Contact Center Manager Server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the new IP address in Contact

the Contact Center Manager Administration server with the new IP address. If
you do have a DNS server, continue with “Changing the Contact Center
Manager Administration server” on page 2049.
ATTENTION


file is configured.
Server.
changes.
Changing the Contact Center Manager Administration server

Update the IP address of the Contact Center Manager Server in Contact Center


webadmin user.
3 In the left pane, right-click the name of the updated Contact Center
Manager Server.
6 Click Submit.
7 Click Launchpad > Logout to exit.
Changing the License Manager IP address on Contact Center

If the License Manager server is installed on the same server as Contact Center
Manager Server, use this procedure to modify the primary or secondary License
Manager server IP address.
1 Log on to the Contact Center Manager Administration server.


4 In the Primary License Manager Server's IP Address box, type the new
IP address.
Result: The Configuration Setup Completed dialog box appears.
6 Click OK.
Result: A message box appears, prompting you to restart the License
Manager service.
7 Click Yes to restart the License Manager service.
service has restarted.
8 Click OK.
9 Click File > Exit to close the window.


not have a DNS server then update the License Manager IP address, configure
TAPI, and restart all Communication Control Toolkit services.

the Communication Control Toolkit server with the new IP address. If you do
have a DNS server, proceed with “Updating the Communication Control Toolkit
license” on page 2053.
ATTENTION

2 Right click the HOSTS file and open the file with a text editor (for example,
Server.
changes.

Updating the Communication Control Toolkit license



new IP address.
Changing the TAPI SP host address setting

Programming Interface (TAPI) points to your Contact Center Manager Server,
change the IP address in the TAPI Meridian 1 configuration.

appears.
4 Click OK.

3 Select Services.
6 Click OK.

a DNS server.


the Contact Center Multimedia server with the new IP address. If you do have a
DNS server, updating your Contact Center suite is complete.
ATTENTION

Server.
changes.
Changing the ELAN subnet IP address on the Contact Center

Manager Server
Complete the following procedure if you change the ELAN subnet IP address.


3 Click OK.
4 Click Accept.
7 Right-click the LAN connection on the ELAN subnet network interface card,
and then click Properties.
11 From the Start menu, select All Programs > Nortel Contact Center >
13 On the IP Address list, select the new ELAN IP address.
14 Click OK.
15 minutes to complete. A dialog box confirms the configuration is
complete.
16 Click OK.
17 Click Yes.

Change the co-resident server name
You can change the name of the server on which the Contact Center Manager
Server and Contact Center Manager Administration Server co-reside, if the new
server name meets the following requirements:
network.
underscores (_).
Hyphens (-) are not permitted in the server name.
After you change the co-resident server name, you must also update the other
servers in the Contact Center suite to ensure the servers work together. Complete
the following tasks described in this section:
the DNS with the name of your Contact Center Manager Server.
2. Change the server name on the co-resident server.
3. Update the Contact Center Manager Administration server with the new
name for the co-resident server.
4. Synchronize the server name using the Computer Name Sync Utility.
5. Change the server name of the co-resident server in Windows.
6. If you have SU03 or earlier, run the ChangeSOAPSrv utility.
7. Reset IUSR_SWC.
8. Reset the iceAdmin password.
9. Update the server name in Contact Center Manager Administration.
10. On the client PC browsers, update the shared folders for exporting
scheduled reports.

11. On the Communication Control Toolkit server, update the HOSTS file and
the new server name.
12. On the Contact Center Multimedia server, update the HOSTS file and the
new server name.

Changing the server name on the co-resident server

1 On the Contact Center Manager Server/Contact Center Manager
Administration server select Start > Control Panel > System.
3 Click Change.
5 Click OK.
6 Click Yes.


If you do not have a Domain Name Service (DNS) for name resolution, you
need not update the HOSTS file for name resolution. If you do have a DNS
server DNS server, proceed with “Running the Computer Name Sync Utility” on
page 2061.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
file is configured.
3 Update the file to reflect the new name of the co-resident server.

If you do not see a server name for the Contact Center Manager Server/
Contact Center Manager Administration Server co-resident server listed in
the HOSTS file, a DNS server is configured in your network for name
resolution. You do not need to update the HOSTS file.
changes.
Running the Computer Name Sync Utility

1 Log on to the co-resident server as Administrator.
Synchronization Utility window appears.

3 Click OK.
name. If the names do not match, the following message appears.
4 Click OK.
5 Click OK.
6 Click OK.


After you change the server name, SOAP processes do not function properly
(because they still recognize the old server name), and you cannot work with the
components that require SOAP functionality, such as Configuration.
If you have SU04 or later, proceed to “Resetting the IUSR_SWC account to

reflect the new server name” on page 2063.
1 Launch the Configuration component on the co-resident server.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, note the path that appears in the message.
Tip: If you close the message, you can make it reappear by launching the
same Contact Center Manager Administration component again.
in the pop-up message):
Networks\WClient\Apps\Common\SOAP;<server name>
where <server name> is the name of the server, or the fully qualified
name>.com).
5 Press Enter.
Result: The component opens with no error messages.
Resetting the IUSR_SWC account to reflect the new server name

1 On the co-resident server, click Start > Programs > Administrative Tools
> Internet Information Services (IIS) Manager.

computer).
4 Right-click Default Web Site, and then select Properties from the resulting
menu.


7 Click Browse.
8 Click Advanced.

9 Click Find Now.

10 In the list of user accounts, select IUSR_SWC, and then click OK.
account listed.

11 Click OK.
Result: The Authentication Methods dialog box reappears with the
13 Click OK.

Resetting the iceAdmin password

1 On the co-resident server, click Start > All Programs > Nortel Contact
Center > Manager Administration > Configuration.



Result: If your Contact Center Manager Administration server is a member
of an active domain, the Domain Account button is enabled on the
iceAdmin Password Change window.
7 If you are not going to export scheduled reports to a domain network PC, or
if the Domain Account button is disabled, proceed to “Changing the server
name in Contact Center Manager Administration” on page 2070.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 2069.
Exporting scheduled reports

This procedure is a continuation of the previous procedure.
Account.
Change window to reset the domain account password if the administrator
changes it.


administrator.
password.
account password.
6 Click OK.
iceAdmin account.
7 Click OK.
Changing the server name in Contact Center Manager Administration

1 Log on to Contact Center Manager Administration as webadmin.
3 In the left pane, right-click the name of the server with altered network
settings.
4 Click Edit Properties to enable the text boxes for the server name, IP
address, log on ID, and password.
6 Ensure that the new server name is updated for client PCs. For details, see
“Ensuring the new server name is updated for client PCs” on page 2070.
Ensuring the new server name is updated for client PCs

You must ensure that when you change the name of any server with Contact
Center Manager Administration clients, the HOSTS file on all of the client PCs
is updated to reflect the new name.


If you do not have a Domain Name Service (DNS) server, you must configure
the HOSTS file on all of the client PCs. If you have a Domain Name Service
(DNS) server for name resolution, you need not update the HOSTS file for name
resolution and you can proceed to “Updating client PC browsers and shared
folders for exporting scheduled reports” on page 2071.
ATTENTION
1 On the client PC, browse to the HOSTS file provided with the Windows
If you do not see a server name for the co-resident server listed in the
HOSTS file, a DNS server is configured in your network for name
resolution. You do not need to update the HOSTS file.
changes.
Updating client PC browsers and shared folders for exporting

scheduled reports
After you change the co-resident server name, you must update all Contact
Center Manager Administration client PCs to reference the new Contact Center
Manager Administration server name in the browser.

If you created a shared folder for exporting scheduled report export files, when
you change the co-resident server name you must update the new name of the
server for all scheduled reports. Ensure you define the output options to include
the new name of the co-resident server.
1 Log on to the Contact Center Manager Administration server as webadmin.
2 Double-click Historical Reporting.
3 In the Historical Reporting main window, on the system tree, click the
server under which you want to modify the reports.
4 For each report associated with the co-resident server, perform the
following steps:
a. Right-click the report name.
Result: The Report Properties window appears.
b. Click the Output Options heading to reveal the output options boxes.
c. Select the Output to file check box to send the report to a shared
folder.

d. In the Output path box, update the path of the report to reflect the new
IP address of the co-resident server.
The path format is \\[computer name]\[shared folder name]\[file name],
without the file extension. If you change the name of the Contact
Center Manager Administration folder, you must change the computer
name portion of the path.
e. Click Save Report to save your user-defined report.
f. Click Activate to activate the report schedule.
g. Close the report.

On the Communication Control Toolkit server, after you change the co-resident
server name, you must update the HOSTS file if you do not have a DNS server
and configure the server properties.

the Communication Control Toolkit server with the new computer name. If you
do have a DNS server, continue with “Configuring the Contact Management
Framework properties” on page 2074.
ATTENTION


changes.
Configuring the Contact Management Framework properties



6 In the CCMS Server Name box, type the name of the co-resident server.
b. On the NCCT 6.0 Console window, expand NCCT Maintenance.

d. In the right pane, double-click Services.

Result: The Communication Control Toolkit Services dialog box
appears.

g. Close all of the windows and dialog boxes.

DNS server and configure the server properties.


the Contact Center Multimedia server with the new computer name. If you do
have a DNS server, continue with “Configuring the server settings” on page
2077.
ATTENTION

changes.

Center Multimedia.



7 Click Edit.
Server.
9 Click Save.

10 Click Contact Center Administrator Server to select it.

11 Click Edit.
13 Click Save.

b. Click Stop All.

c. Click Start All.

Change the co-resident server IP address
To change a server name on a server on which Contact Center Manager Server

and Contact Center Manager Administration co-reside, complete the following
tasks:
1. Change the Nortel server subnet IP address on the co-resident server.
the DNS with the IP address of your Contact Center Manager Server.
3. Update the IP address in Contact Center Manager Administration.
4. Ensure the IP address is updated for client PCs.
5. Ensure historical report output files reference the correct IP address.
required.
7. On the Contact Center Multimedia, update the HOSTS file, if required.
Changing the IP address of a co-resident server

Perform a backup of the co-resident server before you change the IP address. For
more information about backing up the co-resident server, see the Nortel
Contact Center Installation and Maintenance Guide for the co-resident server.
1 Shut down the Contact Center Manager Server services.
a. Click Programs > Nortel Contact Center > Manager Server >
Shutdown.
b. When prompted to shut down the services, click OK.
c. Click Accept.


Result: The following window appears. This window remains open for 20 to
30 seconds.

11 Click OK.
15 minutes to complete. A message box confirms the configuration is
complete.
13 Click OK.
Result: The system prompts you to reboot the server.
14 Click Yes.
Changing the Domain Name Service server

with the new IP Address.

Updating the IP address in Contact Center Manager Administration

When you change the IP address of the co-resident server, you must update the
IP address in Contact Center Manager Administration.

name. If you do have a DNS server, continue with “Updating the server IP
address in Contact Center Manager Administration” on page 2084.
ATTENTION
1 On the co-resident server, browse to the HOSTS file provided with the
Windows Server 2003 installation in the following directory:
2 Right-click the HOSTS file and open the file with a text editor (for example
3 Update the file to reflect the new IP address of the co-resident server.
changes.

Updating the server IP address in Contact Center Manager

Administration
1 Log on to Contact Center Manager Administration as webadmin.
3 In the left pane, right-click the name of the server with altered network
settings.
Result: The server name, IP address, log on ID, and password boxes are
enabled.
Ensuring the IP address is updated for client PCs


the client PCs with the new computer name. If you do have a DNS server,
continue with “Ensuring historical report output files reference the correct IP
address” on page 2085.
ATTENTION

changes.
Ensuring historical report output files reference the correct IP

address
If you scheduled a historical report output file with the Contact Center Manager
Administration server IP address in the path instead of the Contact Center
Manager Administration server name, then you must manually edit the IP
address in the path after you change the Contact Center Manager Administration
server IP address.
following steps:


folder.

not have a DNS server.


the Communication Control Toolkit server with the new IP address. If you are
using a DNS server, proceed to “Updating the Communication Control Toolkit
ATTENTION

changes.




new IP address.
Changing the TAPI SP host address

Programming Interface (TAPI) points to your Contact Center Manager
Server, change the IP address in the TAPI Meridian 1 configuration.

appears.
4 Click OK.

3 Select Services.
6 Click OK.

a DNS server.


the Contact Center Multimedia server with the new IP address.
ATTENTION

changes.

Change the Contact Center Manager

Administration server name
You can change the Contact Center Manager Administration server name if the
new server name meets the following requirements:
network.
underscores (_).
After you change the Contact Center Manager Administration Server name, you
must also update the other servers in the Contact Center suite to ensure the
servers work together. Complete the following tasks described in this section:
1. Change the Contact Center Manager Administration server name in
Windows.
3. If you have SU03 or earlier, run the ChangeSOAPSrv utility.
4. Reset the IUSR_SWC account to reflect a new server name.
5. Reset the iceAdmin password.
6. Ensure the new server name is updated for client PCs.
7. On the client PCs, update the browsers and shared folders for exporting
scheduled reports with the new Contact Center Manager Administration
server name.
8. On the Communication Control Toolkit server, update the HOSTS file.
9. On the Contact Center Multimedia server, update the HOSTS file and the
server settings.

Changing the Contact Center Manager Administration server name in

Windows
1 On the Contact Center Manager Administration server, select Start >
Control Panel > System.
3 Click Change.
5 Click OK.
6 Click Yes.


If you have SU04 or later, this procedure is not applicable. This procedure is
required only for SU03 or earlier.
After you change the server name, SOAP processes do not function properly
(because they still refer to the old server name), and you cannot work with the
components that require SOAP functionality, such as Configuration.
1 On the Contact Center Manager Administration server, double-click the
Configuration component.
2 When you receive a pop-up message indicating that you must run the
ChangeSOAPSrv utility, note the path that appears in the message.

If you close the message, you can make it reappear by launching the same
Contact Center Manager Administration component again (for example,
Configuration).
in the pop-up message):
Networks\WClient\Apps\Common\SOAP;<server name>
where <server name> is the name of the server, or the fully qualified
Administration default URL (for example, <server name>.<domain
name>.com).
5 Press Enter.
6 Start the Configuration component again to verify the component opens
with no error messages.
Resetting the IUSR_SWC account to reflect the new server name

Programs > Administrative Tools > Internet Information Services (IIS)
Manager.
computer).



7 Click Browse.

8 Click Advanced.

9 Click Find Now.


click OK.
11 Click OK.

13 Click OK.
Resetting the iceAdmin password




8 If you are not going to export scheduled reports to a domain network PC, or
if the Domain Account button is disabled, proceed to “Changing the server
name in Contact Center Manager Administration” on page 2070.
OR
If you are going to export scheduled reports to a domain network PC,
proceed to “Exporting scheduled reports” on page 2069.
Exporting scheduled reports

This procedure is a continuation of the previous procedure.


Account.
Change window to reset the domain account password if the administrator
changes it.
administrator.
password.
account password.
6 Click OK.
iceAdmin account.
7 Click OK.

Ensure the new server name is updated for client PCs


If you have a Domain Name Service (DNS) server for name resolution, you need
not update the HOSTS file for name resolution and you can proceed with
“Updating client PC browsers and shared folders” on page 2103.
ATTENTION
documentation for Microsoft
3 Update the file to reflect the new name of the Contact Center Manager
changes.

Updating client PC browsers and shared folders

After you change the Contact Center Manager Administration server name, you
must update all Contact Center Manager Administration client PCs to reference
the new Contact Center Manager Administration server name in the browser.
If you created a shared folder for exporting scheduled report export files on the
Contact Center Manager Administration server, after you change the Contact
Center Manager Administration server name you must update the new name of
the server for all scheduled jobs. Ensure you define the output options to include
the new name of the co-resident server.
following steps:

folder.

Center Manager Administration server name, you must update the HOSTS file if
you do not have a DNS server.

do have a DNS server, continue with “Updating the Contact Center Multimedia
ATTENTION

2 Right-click the HOSTS file and open the file with a text editor (for example

changes.

Manager Administration Server name, you must update the HOSTS file if you
do not have a DNS server and configure the server properties.

have a DNS server continue with “Configuring the server settings” on page
2106.
ATTENTION


changes.

Center Multimedia.


Result: The Server Settings window appears.
6 Click Contact Center Manager Administrator Server to select it.

7 Click Edit.
9 Click Save.


b. Click Stop All.
c. Click Start All.

Change the Contact Center Manager

Administration server IP address
Contact Center Manager Administration functions correctly after an IP address

change on the Contact Center Manager Administration server.
If you change the IP address of a server in Contact Center Manager Server, it

impacts other applications that connect to the server, such as Contact Center
Manager Administration. Therefore, after you change the IP address of the
Contact Center Manager Administration server, you must update the IP address
of the Contact Center Manager Server.
You must complete the following steps:

1. Change the IP address on Contact Center Manager Administration server.
3. On the client PCs, update the browsers and shared folders for exporting
scheduled reports with the new Contact Center Manager Administration
server IP address.
4. On the Communication Control Toolkit server, update the HOSTS file.
5. On the Contact Center Multimedia server, update the HOSTS file.
Changing the IP address on Contact Center Manager Administration

server
Before you change the Contact Center Manager Administration IP address, back
up the server. For more information about backing up the Contact Center
Manager Administration server, see the Nortel Contact Center Manager
Administration Installation and Maintenance Guide.
1 On the server, click Start > All Programs > Accessories >
Communications > Network & Dial up Connections.
2 Right-click Local Area Connection and select Properties from the menu.
Result: The Local Area Connection Properties dialog box appears.

3 On the General page, select Internet Protocol (TCP/IP), and then click
Properties.
Result: The Internet Protocol (TCP/IP) Properties dialog box appears.
5 Click OK to close the Internet Protocol (TCP/IP) Properties dialog box.
6 Click OK to close the Local Area Connection Properties dialog box.
7 Restart the Contact Center Manager Administration server.

with the new IP Address.
Ensure the IP address is updated for client PCs


If you configure a Domain Name Service (DNS) server for IP address resolution
you need not update the HOSTS file.
ATTENTION

file is configured.
changes.

Ensure historical report output files reference the correct IP address

After you schedule a historical report to send to a file, if you include the Contact
Center Manager Administration server IP address in the output path instead of
the server name, you must manually edit the output path after you change the
Contact Center Manager Administration server IP address.
following steps:
folder.


Center Manager Administration server IP address, you must update the HOSTS
file if you do not have a DNS server.

Communication Control Toolkit server with the new IP address. If you do have a
DNS server, you are finished updating the servers for the IP address change on
ATTENTION


changes.

Manager Administration server IP address, you must update the HOSTS file if
you do not have a DNS server and configure the server properties.

the Contact Center Multimedia server with the new IP address.
ATTENTION



changes.

Change the Communication Control Toolkit

server name
You can change the Communication Control Toolkit server name if the new
network.
underscores (_).
After you change the Communication Control Toolkit server name, you must
also update the other servers in the Contact Center suite to ensure the servers
work together. Complete the following tasks described in this section:
1. Change the name of the Communication Control Toolkit server.
the DNS with the name of your Communication Control Toolkit server.
3. On the Communication Control Toolkit server, configure the HOSTS file,
the local Windows users, the Contact Management Framework
configuration, and the user mappings.
4. Configure Contact Center Manager Server to use the new Communication
Control Toolkit server name.
5. If you use Contact Center Multimedia, change the name of the
Communication Control Toolkit server on the Contact Center Multimedia
server.
6. If you are running Contact Center Agent Desktop on the Communication
Control Toolkit server for the telephony toolbar, update the Contact Center
Agent Desktop on the client machines.

Changing the Communication Control Toolkit server name on the

operating system
1 On the Contact Center License Server, select Start > Control Panel >
System.
3 Click Change.
5 Click OK.
6 Click Yes.

Changing the server name on the Communication Control Toolkit

server
You must update the HOSTS file, if you do not have a DNS server on the
Communication Control Toolkit server and configure the Communication
Control Toolkit Windows users.


do have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
3 Update the file to reflect the new name of the Communication Control
Toolkit server.
changes.
Configuring the local Communication Control Toolkit Windows users

If the Communication Control Toolkit server uses local Windows users as
Communication Control Toolkit users, you must reconfigure these users to use
the new name of the Communication Control Toolkit server.

For example, if the Communication Control Toolkit server is using the user ids
OldName\User1 and OldName\User2, you must reconfigure these local users to
use the new name of the Communication Control Toolkit server.
Nortel recommends that you rename the existing users, rather than create new
users. Rename the existing users to keep the appropriate resource mappings of
the old user name.

You must update the Contact Management Framework component in
Communication Control Toolkit with the new Contact Center Manager Server
name.


6 In the CCT Server Name box, confirm the new Communication Control
Toolkit server name is shown.
7 In the CCMS Server Name box, type the name of the Contact Center
Manager Server.



Mapping the new local Communication Control Toolkit users

You must ensure that the new local Communication Control Toolkit users are
mapped to the appropriate addresses, terminals and groups.
For more information about mapping users, see the Communication Control
Toolkit Installation and Maintenance Guide.

Configuring Contact Center Manager Server

1 On the Contact Center Manager Server, select Nortel Contact Center >
2 Click the CCT Server tab.
3 In the CCT Host Name box, type the new name of the Communication
Control Toolkit server.
4 Click Apply.
Configuring the Contact Center Multimedia server

When you change the name of the Communication Control Toolkit server, you
must update the Contact Center Multimedia server.

2123.
ATTENTION

directory:
Toolkit server.

changes.

1 Log on to the Contact Center Multimedia Administrator.
Center Multimedia.
5 Click Communications Control Toolkit Server to select it.

6 Click Edit.
7 In the Server Name box, change the name of the Communication Control
Toolkit server.
8 In the Server Port box, change the port number of the server as required.
The default server port depends on the server you are configuring.
9 Click Save.
Result: A message box appears describing potential errors for changing
this server.
10 Click OK to accept.
a. On the Windows Start menu, click All Programs > Nortel Contact
Center > Multimedia Server > CCMM Services Control.

b. Click Stop All.

c. Click Start All.
Configuring the Contact Center Agent Desktop

The Contact Center Agent Desktop configuration file must be updated with the
new Communication Control Toolkit server name. You must change the
CCTSERVER key in the ccad.exe.config file in the Nortel\Contact Center
Multimedia\Agent Desktop directory on the Contact Center Multimedia server.

Change the Communication Control Toolkit IP

address
After you change the Communication Control Toolkit server name, you must
1. Change the Communication Control Toolkit server IP address on the
operating system
the DNS with the name of your Communication Control Toolkit server.
3. On the Communication Control Toolkit server, configure the HOSTS file,
the local Windows users, the Contact Management Framework
configuration, and the user mappings.
4. Configure Contact Center Manager Server to use the new Communication
Control Toolkit server name.
5. If you use Contact Center Multimedia, change the name of the
Communication Control Toolkit server on the Contact Center Multimedia
server.
6. If you are running Contact Center Agent Desktop on the Communication
Control Toolkit server for the telephony toolbar, update the Contact Center
Agent Desktop on the client machines.
Changing the Communication Control Toolkit server IP address on

the operating system
Complete the following procedure if you change the Communication Control
Toolkit IP address.
2 Stop the services.

5 Right-click the LAN connection, and then click Properties.

9 Restart the services.

with the new computer IP address.
Changing the server name on the Communication Control Toolkit

server
You must update the HOSTS file, if you do not have a DNS server on the
Communication Control Toolkit server.

do have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:

Toolkit server.
changes.
Configuring the Contact Center Multimedia server

When you change the name of the Communication Control Toolkit server, you
must update the Contact Center Multimedia server.

2123.
ATTENTION

directory:

Toolkit server.
changes.

Change the Contact Center Multimedia server

name
You can change the Contact Center Multimedia server name if the new server
name meets the following requirements:
network.
After you change the Contact Center Multimedia server name, you must also
update the other servers in the Contact Center suite to ensure the servers work
together. Complete the following tasks described in this section:
1. Change the name on the Contact Center Multimedia server.
2. Update the name on the DNS server.
3. Update the HOSTS file on the Contact Center Multimedia server.
4. Update the e-mail attachment folders for Contact Center Multimedia.
5. If you are using an external Web server for Web communications, update
the external Web server with the new server name.
6. Update the Contact Center Agent Desktop clients with the new server
name.
7. Change the HOSTS file on the Contact Center Manager Administration
Server.
8. Add and configure the Contact Center Multimedia server in Contact Center
Changing the Contact Center Multimedia server name on the

operating system
System.
3 Click Change.


5 Click OK.
6 Click Yes.

Changing the Contact Center Multimedia server name

When you change the Contact Center Multimedia server name, you must update
the HOSTS file if you do not have a DNS server and configure the server
settings to reflect the new server name.

the Contact Center Multimedia server with the new server name. If you do have
a DNS server, continue with“Configuring the Contact Center Multimedia server
name” on page 2133.
ATTENTION


directory:
of a list of IP addresses followed by a server name. A sample HOSTS file is
provided in the following figure as a guideline, but is not intended to indicate
exactly how the HOSTS file is configured.
3 Update the file to reflect the new name of the Contact Center Multimedia
server.
changes.

Configuring the Contact Center Multimedia server name

Center Multimedia.
4 Click Contact Center Multimedia Server to select it.
5 Click Edit.
6 In the Server Name box, type the name of the Contact Center Multimedia
server.
7 In the Server Port box, change the port number of the server as required.
The default server port is 1972.
8 To change the MCMC event port number, type the new number in the
MCMC Event Port box. The default MCMC event port number is 7999.
9 Click Save.
10 Click Close to close the Server Settings dialog box.
11 On the Contact Center Multimedia server, navigate to the path
D:\Nortel\Contact Center Multimedia\Agent Desktop\ccad.exe.config.
12 On the appropriate line of the text file, replace the name of the old Contact
Center Multimedia server with the new Contact Center Multimedia server.


D:\Nortel\Contact Center
Multimedia\Outbound\Manager\ocmt.exe.config.
D:\Nortel\Contact Center Multimedia\Common utilities\db.propertiesg.
b. Click Stop All.

c. Click Start All.

Updating the e-mail attachment folders for Contact Center Multimedia

If you are licensed for e-mail messages in your contact center, you must update
the e-mail attachment folders.
1 In the Multimedia Administrator, expand Contact Center Multimedia.
2 Expand E-mail Administration.
3 Double-click E-mail Configuration.
Result: The E-Mail Configuration window appears.
4 In the Attachment Files section, update the four path names to show the
new server name.
5 Click Save.
6 Close the Contact Center Multimedia Administrator.

b. Click Stop All.

c. Click Start All.
Configuring the external Web server

If you have an external Web server in your contact center, you must update two
files and remove the cached files after you change the name of the Contact
Center Multimedia server.
The following procedure describes how to perform the update for .jsp files with
Apache Tomcat. If you are using a different servlet engine (for example, JRun or
WebLogic) or a different technology (ASP.NET), you must use the standard
procedures for your environment.
The sample customer Web installation contains the folders CI_Sample_Website

and WebComms. Your custom interface folders can have different names.
Ensure that you use your own folder names to locate the web.xml and .jsp files.
1 Stop Apache Tomcat using the following steps:
a. On the Start menu of your external Web server, click All Programs >
Administrative Tools > Services.
b. Right-click Apache Tomcat service, and click Stop.
c. Close the services window.
2 On the external Web server, navigate to
..\webapps\CI_Sample_Website\WEB-INF.
3 Open the web.xml file in Notepad or another text editor.
4 Locate the text string <param-name>CCMM_HOSTNAME</param-
name>. The following text string is <param-value>servername</param-
value>, where servername is the old server name.
5 In the <param-value> line, replace the old server name with the name of
the new server.
6 Save and close the file.
7 On the external Web server, navigate to ..\webapps\WebComms\WEB-INF.
8 Open the web.xml file in Notepad or another text editor.

9 Locate the text string <param-name>CCMM_HOSTNAME</param-

name>. The following text string is <param-value>servername</param-
value>, where servername is the old server name.
10 In the <param-value> line, replace the old server name with the name of
the new server.
11 Save and close the file.
12 Delete all files in the following folders:
..Program Files\Apache Software Foundation\Tomcat
5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp
..Program Files\Apache Software Foundation\Tomcat
5.5\Catalina\localhost\WebComms\org\apache\jsp
13 Start Apache Tomcat using the following steps:
a. On the Start menu of your external Web server, click All Programs >
Administrative Tools > Services.
b. Right-click Apache Tomcat service, and click Start.
c. Close the services window.
Configure the Contact Center Agent Desktop

Clients that access the Contact Center Agent Desktop must be configured with
the new Contact Center Multimedia server name. Agents access the desktop
application using the URL http://<servername>/agentdesktop/ccad.exe. You
must update the <servername> to reflect the new name of the server.
ATTENTION
Updating Contact Center Manager Administration

Contact Center Multimedia server name, you must update the HOSTS file and
configure the new server name in the Multimedia Administrator.


the Contact Center Manager Administration server with the new server name. If
you do have a DNS server, continue with “Updating the server information in
Contact Center Manager Administration” on page 2138.
1 On the Contact Center Administration server, browse to the HOSTS file
directory:
server.
changes.
Updating the server information in Contact Center Manager

Administration
You must configure Contact Center Manager Administration with the name and
IP address of the renamed Contact Center Multimedia server. You can configure
more than one Contact Center Multimedia server in Contact Center Manager
Administration, but only one Contact Center Multimedia server can be active at
a time.
You must log on as the Web administrator to add and configure the Contact

1 In a Web browser, type http://<CCMA_ServerName>, where

<CCMA_ServerName> is the name of the server where Contact Center
2 Log on as the Web administrator.
3 Click Configuration.
4 From the Server menu, select Add Server.
Result: The Contact Center Manager server Properties window appears.
server.
Result: The system automatically completes the IP address and display
name.
6 In the Login ID box, type the logon ID for the reporting user name for the
server. The ID for the Contact Center Multimedia server is mmReport.
7 In the Password box, type the password for the reporting user name for the
server. The default user password is mmRep.
8 From the Type list, select CCMM.

9 Click Submit.
10 In the left pane, select the Contact Center Manager Server with which you
want to associate the Contact Center Multimedia server.
11 Right-click the Contact Center Manager Server and then click Edit
Properties.
12 Under Associated Reporting Server, select the check box next to the
current active Contact Center Multimedia server name.
13 Click Submit.
14 On the Launchpad menu, click Logout.

When you change the Contact Center Multimedia server name, you must update
the HOSTS file on the Communication Control Toolkit server.

the Communication Control Toolkit server with the new server name. If you do
have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
server.

changes.

Change the Contact Center Multimedia IP

address
You can change the Contact Center Multimedia server IP address.
After you change the Contact Center Multimedia server IP address, you must
1. On the Contact Center Multimedia server, change the IP address.
2. Update the name on the DNS server.
3. Update the HOSTS file on the Contact Center Multimedia server.
4. On the Contact Center Manager Administration server, change the HOSTS
file, if required.
5. Add and configure the Contact Center Multimedia server in Contact Center
6. On the Communication Control Toolkit server, change the HOSTS file, if
required.
Changing the Contact Center Multimedia server IP address on the

operating system
Complete the following procedure if you change the Contact Center Multimedia
IP address.
2 Stop the Multimedia services using the following steps:
b. Click Stop All.
c. Click Exit to close the CCMM Service Control window.


5 Right-click the LAN connection, and then click Properties.
b. Click Start All.
c. Click Exit to close the CCMM Service Control window.

Changing the Contact Center Multimedia server IP address

When you change the Contact Center Multimedia server IP address, you must
update the HOSTS file if you do not have a DNS server and configure the server
settings to reflect the new server name.


the Contact Center Multimedia server with the new server name. If you do have
a DNS server, continue with“Configuring the Contact Center Multimedia server
name” on page 2133.
ATTENTION

directory:
3 Update the file to reflect the new IP address of the Contact Center
Multimedia server.
changes.

Contact Center Multimedia IP address, you must update the HOSTS file and
configure the new server name in the Multimedia Administrator.


the Contact Center Manager Administration server with the new server name. If
you do have a DNS server, continue with “Updating the server information in
Contact Center Manager Administration” on page 2138.
1 On the Contact Center Administration server, browse to the HOSTS file
directory:
Multimedia server.
changes.

Administration
IP address of the renamed Contact Center Multimedia server. You can configure
more than one Contact Center Multimedia server in Contact Center Manager
Administration, but only one Contact Center Multimedia server can be active at
a time.


4 From the Server menu, select Add Server.
server.
name.
server. The ID for the Contact Center Multimedia server is mmReport.

9 Click Submit.
want to associate the Contact Center Multimedia server.
Properties.
13 Click Submit.

When you change the Contact Center Multimedia IP address, you must update
the HOSTS file on the Communication Control Toolkit server.

the Communication Control Toolkit server with the new server name. If you do
have a DNS server, the process of updating the server names is complete.
ATTENTION

directory:
Multimedia server.

changes.

Change the Contact Center Multimedia

Standby server name
You can change the Contact Center Multimedia Standby server name if the new
network.
If you change the Contact Center Multimedia Standby server name, and your
Standby server is not actively handling contacts, you must also update the other
servers in the Contact Center suite to ensure the servers work together when you
need to use the Standby server. Complete the following tasks described in this
section:
1. Change the server name on the Contact Center Multimedia server.
2. Update the Domain Name Service server.
3. Change the HOSTS file on the Contact Center Manager Administration
server.
4. Add and configure the Contact Center Multimedia Standby server in
If your Standby server is currently handling contacts, use the tasks in “Change
the Communication Control Toolkit IP address” on page 2126.
Changing the Contact Center Multimedia Standby server name in the

operating system
System.
3 Click Change.
5 Click OK.

6 Click Yes.

Changing the Contact Center Multimedia Standby server name

Perform the following steps on the Contact Center Multimedia Standby server.
Center Multimedia.
4 Click Contact Center Multimedia Standby Server to select it.
5 Click Edit.
6 In the Server Name box, type the new name of the Contact Center
Multimedia Standby server.

7 Click Save.
8 Click Close to close the Server settings dialog box.

On the Contact Center Multimedia server, perform the following steps:
Center Multimedia.
4 Click Contact Center Multimedia Server to select it.
5 Click Edit.
server.
7 Click Save.
8 Click Contact Center Multimedia Standby Server to select it.

9 Click Edit.
10 In the Server Name box, type the new name of the Contact Center
Multimedia Standby server.
11 Click Save.
12 Click Close to close the Server Settings dialog box.

b. Click Stop All.

c. Click Start All.

IP address of the renamed Contact Center Multimedia Standby server. You can
configure more than one Contact Center Multimedia server in Contact Center
Manager Administration, but only one Contact Center Multimedia server can be
active at a time.

Administration
Center Multimedia Standby server.


4 On the Server menu, select Add Server.
server.
name.
server. The logon ID for the Contact Center Multimedia server is
mmReport.


9 Click Submit.
want to associate the Contact Center Multimedia Standby server.
Properties.
ATTENTION
You must ensure that only the active Multimedia server
has a check mark in the box beside the server name.
13 Click Submit.


Appendix C
CCMA in a Citrix environment
In this appendix
Contact Center Manager Administration and Citrix 2158
Installation overview 2161
CCMA and Citrix installation and configuration checklist 2162

CCMA in a Citrix environment Standard 10.15
Contact Center Manager Administration and

Citrix
You can access Contact Center Manager Administration and Agent Desktop
Display through Terminal Services or Citrix Presentation Server 4.0.
When accessing Contact Center Manager Administration through either a Citrix

or Terminal Services client on their PCs, end users (supervisors) connect
through an Internet Explorer browser that runs on the Terminal Services and
Citrix server. The browser is made available to them through a Terminal
Services and Citrix client that is running locally on their PC.
ATTENTION
Nortel does not support connection to Contact Center
Manager Server or Contact Center Manager Administration
server through Citrix Presentation Server 4.0. However,
you can access the Contact Center Manager Administration
application and Agent Desktop Displays through Citrix
Presentation Server 4.0.
Nortel does not support the Unicast option for Real-Time
Displays in a Citrix environment.
The following diagram provides an overview of the Citrix environment when

combined with Contact Center Manager Administration:

December 2007 CCMA in a Citrix environment
Citrix server software requirements

Windows Server 2003 with Internet Information Services (IIS) and
Terminal Services configured in Application Server mode—For
recommendations about the latest Microsoft Service Packs to install, go to
www.citrix.com.
Microsoft Internet Explorer 6.0 with the latest supported service
pack—For information about the service packs validated with Contact
Center Manager Administration, consult the Contact Center Portfolio
Service Packs Compatibility and Security Hotfixes Applicability List
located at www.nortel.com.
Simple Object Access Protocol (SOAP) client software—The Microsoft
SOAP toolkit 3.0 is not required if you install SU04 or later.
Required ActiveX controls—These controls are usually downloaded
automatically when you connect to the Contact Center Manager
Administration server. However, in a Citrix environment, you must either
install these controls from an MSI file or manually download these controls
onto the Citrix server. For more information about installing ActiveX
controls from an MSI file, see “Running the ActiveX Controls.msi file on
each client PC” on page 311. For more information about manually
downloading ActiveX controls, see “To manually download the required
third-party ActiveX controls” on page 2167.

For more information about the software requirements for the Contact Center
Manager Administration server, see Nortel Contact Center Manager
Administration PreInstallation Guide.
Citrix client hardware and software requirements

For details about the Citrix client hardware and software requirements, consult
the Citrix documentation.

Installation overview
You can configure and use either of the following environments with Contact
Center Manager Administration:
Terminal Services server environment—In this environment, you must
install Windows Server 2003 and Terminal Services (enabled in application
server mode) on the server.
Citrix Presentation Server 4.0 environment—In this environment, in
addition to installing Windows Server 2003 and Terminal Services
(enabled in application server mode) on the server, you must also install the
Citrix Presentation Server 4.0 software.
Choose the environment that is best suited to your organization.
For information about installing Terminal Services and Citrix, see “CCMA and
Citrix installation and configuration checklist” on page 2162.

CCMA and Citrix installation and

configuration checklist
When you set up Terminal Services and Citrix in a Contact Center Manager
Administration environment, use the following checklist to guide you through
the installation and configuration steps. Because some procedures are the same
as those you perform in a traditional Contact Center Manager Administration
environment (that is, non-Citrix), the checklist refers you to the relevant sections
in the guide; all Citrix procedures are covered in this appendix.
Install Installation task description ✓

order
1 On the Terminal Services/Citrix server, install Windows 2003 ❑

Server; follow the instructions provided in Contact Center
Technical Requirements and Operating System Configuration
Guide.
Note: Follow the steps in the Windows 2003 Server checklist to
install the software on either the Contact Center Manager
Administration server or the Terminal Services/Citrix server. The
installation steps for each server are slightly different. Differences
are indicated in notes in the appropriate installation step.
2 Install terminal services, following the Microsoft documentation. ❑
3 On the Terminal Services/Citrix server, switch to install mode as ❑
follows:
1 Log on to the server as a local administrator.
2 Open a command prompt.
3 At the C:\> prompt, type change user /install.
4 Press Enter.
5 Minimize the command window.
Note: For more detailed information, consult your Windows
Server 2003 documentation.


order
4 On the Terminal Services/Citrix server, configure Internet ❑

Explorer. For details, refer to Step 3. “Configure Internet
5 On the Terminal Services/Citrix server, install the Simple Object ❑
Access Protocol (SOAP) client software. For details, see Step
6 On the Terminal Services/Citrix server, install the required third- ❑
party controls. To do so, you can perform either of the following
procedures:
Manually install the ActiveX controls.msi file on the Citrix
server. This file contains all the required controls bundled in
one file. For details, see “Running the ActiveX Controls.msi
file on each client PC,” on page 311, substituting the Citrix
server for the client PC.
Manually download the required third-party ActiveX controls.
For details, refer to “Manually downloading the required third-
party ActiveX controls” on page 2167.
7 On the Terminal Services/Citrix server, install the Agent Desktop ❑
Display client software. For details, see Section C: “Configuring
agent workstations,” on page 315.


order
8 Configure the Agent Desktop Display client software. In a normal ❑

Contact Center Manager Administration environment (that is, non-
Citrix), administrators configure each client installation with the IP
address of the server in Contact Center Manager Server with
which the Agent Desktop Display application works.
In a Citrix environment, however, multiple agents access the
application through a single Terminal Services/Citrix server and,
as a result, they all retrieve the same configuration information.
For this reason, all agents who use Agent Desktop Display through
a Terminal Services/Citrix server must be configured on the same
server in Contact Center Manager Server (because the application
can only communicate with a single server in Contact Center
Manager Server).
In a Citrix environment, each Terminal Services/Citrix server can
point to a different server in Contact Center Manager Server and
can publish each of the configured Agent Desktop Display
applications to the Program Neighborhood under a different name.
These published applications can then be filtered by username or
group, thereby allowing different groups of users to access
different servers in Contact Center Manager Server. Nortel
recommends this configuration when agents from different servers
in Contact Center Manager Server require access to the Agent
Desktop Display application.
For information about using roaming user profiles, see “Using
roaming profiles in a Terminal Services/Citrix environment” on
page 2171.
9 Put the Terminal Services/Citrix server into execute mode before ❑
proceeding to the next step.
1 Maximize the command window that you had minimized at the
end of step 2.
2 At the prompt, type change user /execute, and then press
Enter.
3 Close the command prompt.


order
10 Configure the Terminal Services/Citrix server default user profile ❑

for new users. For information, see the Microsoft documentation
on user profiles. After you finish this step, choose one of the
following:
To work with a Terminal Services server, proceed to step 12.
To work with a Citrix server, then continue to the next step.
11 Check the Citrix Web site (www.citrix.com) for the latest software ❑
updates.
12 On the Citrix server, to install the Citrix Presentation Server 4.0 ❑
software, create a server farm, or add the server to an existing
server farm. For details, see the Citrix documentation.
13 Install and activate the Citrix Presentation Server 4.0 licenses. ❑
14 Set up a local printer on the Citrix client PC, and then share the ❑
printer. Add this shared printer to the Terminal Services/Citrix
server. You can then use this local printer to print from Contact
Center Manager Administration applications. For details about
setting up printers, see your Microsoft documentation.


order
15 To give users access to graphical displays that they export from ❑

Contact Center Manager Administration without publishing the
desktop, publish the shared directories in which these exported
files are saved as follows:
1 Create a folder on a remote server as follows:
\\<server_name>\Profiles\<user_name> where <server_name> is
the name of the server and <user_name> is the Windows logon ID
of the user.
2 Share this folder with the appropriate permissions so that users
can read and write to it remotely.
3 In the MetaFrame XP Management Utility, publish the new
folder as content, meaning that you make available to users with
the appropriate privileges any documents, folders, and images
within it.
4 Type the Universal Naming Convention (UNC) folder name,
Note: A UNC folder name is the full Windows 2000 name of a
resource on a network. It conforms to the
\\<server_name>\<sharename> syntax.
5 Apply the appropriate permissions to the folder, and then click
Finish. Users have read/write, and possibly delete access
permissions to this folder.
16 Create a private graphical display of type chart. Launch the display ❑
you have just created.
17 Publish the Internet Explorer and Agent Desktop Display ❑
applications for use by the Terminal Services/Citrix server. Use
your preferred means of application publishing to do so. For more
information, see the Citrix documentation.
18 Optionally, install Microsoft Office applications on the Terminal ❑
Services/Citrix server.

Manually downloading the required third-party ActiveX controls

Contact Center Manager Administration uses a number of ActiveX controls
within Internet Explorer. The controls are usually downloaded automatically by
the Internet Explorer browser when users first access the Contact Center
Manager Administration pages that require them.
However, in a Terminal Services/Citrix environment, Nortel recommends that

you download these controls manually while logged on to the Terminal
Services/Citrix server as an administrator. The following procedure describes
how to trigger the download.
Note: Instead of manually downloading the client controls, you can use the
ActiveX controls.msi file to install all controls at once on the Citrix server. For
details about this file, see “Running the ActiveX Controls.msi file on each
client PC,” on page 311, substituting the Citrix server for the client PC.
To manually download the required third-party ActiveX controls

1 Log on to the Terminal Services/Citrix server as the administrator or as a
user with administrator privileges.
2 From the server, log on to Contact Center Manager Administration as
webadmin.
3 From the launchpad, click Configuration.
4 Add a server in Contact Center Manager Server, if one has not already
been added.
Note: For details, see the online Help included with Contact Center
5 In Configuration, log on to a server in the tree.
Result: The server expands to reveal a series of folders.
6 Click the CDNs (Route Points) folder.
Result: The CDNs (Route Points) window appears and the system
downloads the required third-party control.
7 In Configuration, log on to an Network Control Center (NCC) server in the
tree. If there is no NCC server listed, then add one.
Result: The server expands to reveal a series of folders.
8 Click the Sites folder, and then click the Assignments folder.

9 Under Assignments, click on a server name.

Result: The system downloads the required third-party control.
10 From the menu, select Launchpad > Historical Reporting.
11 From the system tree, log on to a server and open a standard report.
12 In the right pane, click Run Now.
Result: The system runs the report and downloads the required third-party
control.
13 From the menu, select Launchpad > Real-Time Reporting.
14 In the system tree, log on to a server, and then create a private skillset
chart display.
Note: For details, see the online Help included with Contact Center
15 Launch the display you created.
Result: The system launches the display and downloads the required third-
party control.
16 From the menu, select Launchpad > Emergency Help.
17 In the system tree, click a server to launch an Emergency Help display.
Result: The system launches the display and downloads the required third-
party control.
18 From the menu, select Launchpad > Scripting.
19 In the system tree, log on to a server, and then click the Application
Thresholds folder.
20 In the system tree, click the Script Manager folder.
Installing the Citrix Presentation Server 4.0 software

The installation of the Citrix MetaFrame XPe Server software involves the
following two main procedures:
Create a server farm, or add the server to an existing server farm.
Activate the Citrix MetaFrame XPe Server licenses.
Refer to the Citrix software installation procedure in the Citrix documentation.

The following procedure is provided as a guideline only.

To create or join a server farm

1 Insert the Citrix MetaFrame XPe Server software CD-ROM in the Citrix
server.
2 Log on to the Citrix server as the domain administrator.
5 Click CD or Floppy to indicate that you want to install the Citrix MetaFrame
XP Server software from the CD-ROM.
appears.
6 Click Next.
7 Click Browse, and then navigate to the setup file on the Citrix CD-ROM,
setup.exe.
8 Double-click this file.
9 Click Next.
10 Click Install or update MetaFrame XP Server.
11 In the next window, click MetaFrame XP Feature Release 3.
12 Click Next.
13 Click I accept the license agreement, and then click Next.
Result: The Product Family Selection window appears.
14 Select the appropriate installation type for your organization, and then
click Next.
Result: The Select Product Type window appears.
15 Select the appropriate product type for your organization, and then
click Next.
Result: The Component Selection window appears.

16 Select the appropriate components to install, and then click Next.

Result: The Pass-Through Authentication window appears.
17 Click Yes to enable Pass-Through Authentication, and then click Next.
Result: The Create or Join a Server Farm window appears.
18 Based on your current setup, you have the following two options:
If you do not currently have a MetaFrame XP server farm configured,
then you must create a new server farm as follows:
a. Click Create a new farm, and then click Next.
b. Proceed to step 19.
If you already have a MetaFrame XP server farm configured, then you
must add the server to your existing server farm as follows:
a. Click Join an existing farm, and then click Next.
b. Click Connect to a database on this MetaFrame XP Server, and
then type the name of the server farm node in the box provided. The
number in the box is the port number that the server uses; do not
change this number.
c. Ensure that the check box beside Use default zone name is selected.
d. Click Next.
Result: The Access the Database on a MetaFrame XP Server window
appears.
19 Type the username, password, and domain required for accessing the
database on the server farm node, and then click Next.
Result: The Configure Shadowing window appears.
20 Select the appropriate configuration for shadowing users, and then
click Next.
Result: The Configure Citrix XML Service Port window appears.
21 Accept the default TCP/IP port, and then click Next.
Result: The Review window appears.

22 Review the selections that you have made, and then click Next to install the
software.
Result: The Updating System window appears, and the program installs
the software. When it is finished, a window appears, notifying you that the
software installation was successful.
23 Click Close when the software is successfully installed.
Result: A message box asks you to restart the server.
24 Click Yes to restart the server.
Activating the Citrix MetaFrame XPe Server licences

Because Citrix runs on top of Terminal Services, a Terminal Server Client
Access License (CAL) must exist on the Terminal Services Licensing Server for
each client connection.
Refer to the Multiple Licensing Programs that Citrix offers at www.citrix.com

for information about additional required licensing for Citrix.
For information about activating a Citrix license, refer to the Citrix

documentation.
Using roaming profiles in a Terminal Services/Citrix environment

According to Microsoft, in scenarios in which users might end up connected to a
different Terminal Server because of a change in IP address, you can redirect the
storage of user data and preferences to an alternate location, such as a file server
that is dedicated to storing files. In this case, data and preferences are accessible
to the user regardless of the Terminal Server that supports the connection.
Normally, when using Terminal Services, the system stores individual user files
and preferences on the Terminal Server to which the user is currently connected.
However, you can redirect user information and preferences to a different
location by configuring Terminal Services user profiles to store any user data at
the specified storage location. For more information, consult the Microsoft
documentation.

You can specify a path to a home folder where users’ roaming profiles are stored
for terminal server sessions. This can be either a local folder or a network shared
folder. When allowing users to log on to a terminal server, you can grant access
to a specific terminal server on a per-user basis.
If you leave this option disabled, the user is cannot log on to any terminal
servers.
For details about creating roaming user profiles that enable users to connect to
different Terminal Servers, see “Create Terminal Services roaming user
profiles” on page 2172.
Administrators can use the Terminal Services user profiles that they create to
restrict access to applications (such as Contact Center Manager Administration
and Agent Desktop Display) by removing these applications from the user Start
menu. Administrators can also create and store network connections to printers
and other resources for use during user sessions. For more information, see the
Create Terminal Services roaming user profiles

When new users log on to the server, they use the local server default profile and
create a temporary cache on this server. These profiles are stored on the shared
server so that the next time the user logs on and is routed to a different server for
any reason, the user profile is the same.
To enable users to log on to different servers, you must create roaming user
profiles for them. For information, see “Creating Terminal Services Roaming
user profiles” on page 2172, or consult your Windows Server 2003
documentation.
Creating Terminal Services Roaming user profiles

1 On the server, create a new domain user account. For example, create an
account named tsuser1.
2 Create a folder on a shared network drive in which you can store network
profiles (for example: \\<server_name>\tsusers).
3 In Windows Server 2003, edit the new user properties as follows:

a. Click Start > Control Panel > Administrative Tools > Computer
Management.
b. In the left pane, click the plus sign (+) beside Local Users and
Groups.
c. Click the Users folder.
d. In the right pane, locate the new user who you created in step 1. In this
example, locate tsuser1.
e. Right-click this user, and then select Properties.
f. Click the Profile tab.
g. Under the User profile heading, in the Profile path box, type a path to
the folder that you created in step 2. In this example, you type
\\<server_name>\tsusers\tsuser1\profile, where profile is the name of
the folder where user profiles are stored.
h. Under the Home folder heading, select the Connect option.
i. From the list, select the drive letter that you want to use to map to the
folder path (for example, drive U:), and then type the path to the folder
in the To box. In this example, type \\<server_name>\tsusers\tsuser1.
j. Click OK and accept the changes.
Citrix and Mandatory user profiles for clients

When Citrix clients log on using Mandatory profiles, you must ensure that the
profiles do not restrict any information required by the Contact Center Manager
For example, the client browser language value, which is normally set in
Internet Explorer (by clicking Tools > Internet Options > Languages), must be
passed to the Contact Center Manager Administration server with every request.
When set through the browser, this locale value is stored under the following
registry key: HKEY_CURRENT_USER/Software/Microsoft/Internet Explorer/
International/AcceptLanguage

Citrix and upgrades to the Contact Center Manager Administration

software
After you upgrade the Contact Center Manager Administration software on the
server, you must either manually download all required third party ActiveX
controls again, or install the updated ActiveXControl.msi on the Terminal
Services/Citrix server. For details, see “Manually downloading the required
third-party ActiveX controls” on page 2167.
After you upgrade the Agent Desktop Display software, start the application. If
the application notifies you of an available update, follow the on-screen prompts
to install the update. If an update message does not appear, then you need not
update Agent Desktop Display.
Citrix and exporting snapshots of real-time displays

When you work in the Real-Time Reporting component in a Citrix environment,
and you want to export a site summary chart from a real-time display, you can
choose the location of the exported file for only private real-time displays while
customizing the display. For public real-time displays, however, the system
automatically exports the chart to your desktop. If your roaming user profile is
configured in such as way that you do not have access to the desktop within your
Citrix environment, then you can export snapshots to a shared network folder
only. First, you must make a private copy of the display, and then type a valid
export path to a shared network folder to which you have access, as follows:
To configure the path for exporting site summary charts

1 While logged on to Contact Center Manager Administration through a Citrix
session, in the Real-Time Reporting component, on the system tree, under
the server containing the display that you want to customize, click the
Private Tabular Displays folder.
2 Click the display name.
Result: The Properties, Columns, and Filters tabs appear.
3 On the Properties tab, in the Summary chart export path box, type the
path to the shared network folder in which you want to save snapshots of
the network or site summary charts (as .bmp or .jpg files). The path must be
in the format \\<server_name>\<folder_name>\. For example, to save the
summary chart on the server called Contact Center and in a shared

network folder called Displays, type \\Contact_Center\Displays\ in this

box.
Note: In this path, you must include the closing slash (\). If you do not
include it, the chart is not saved correctly.
4 Click Submit to save your changes.


Appendix D
Web site types
In this appendix
Determining your Web site type 2178

Web site types Standard 10.15
Determining your Web site type
To determine which Web site type is best for your organization when you install
Contact Center Manager Administration, evaluate how you intend to use the
server on which Contact Center Manager Administration resides.
Web sites and virtual directories

There are two ways in which you can install Contact Center Manager
Administration on the server:
as a stand-alone Contact Center Manager Administration Web site
as a “sub-site” or virtual directory attached to an existing Web site
Note: You must specify the type of Web site that Contact Center Manager
Administration uses in the Contact Center Manager Administration installation
process. For more information, see Chapter 3, “Install the software on the
primary server”.
Regardless of the type of Web site that you choose, the application behaves in
the same way, and is visible to client PCs in the same way. The only significant
difference between a virtual directory Web site and a default Web site is the way
in which it appears in Windows Server 2003.
Contact Center Manager Administration as a stand-alone Web site

If Contact Center Manager Administration fits the following criteria, you must
set up Contact Center Manager Administration as the default Web site:
Contact Center Manager Administration is the only application that runs on
The existing company intranet or extranet is on another server, entirely
separate from the domain being used for Contact Center Manager
Administration.
When Contact Center Manager Administration is installed as a default Web site,

it appears as follows:

December 2007 Web site types
Contact Center Manager Administration as a virtual directory

Set up Contact Center Manager Administration as a virtual directory on an
existing Web site if Contact Center Manager Administration fits the following
criteria:
You have a company intranet or extranet, or both, that already resides on
You install Contact Center Manager Administration as an additional Web
site on the Contact Center Manager Administration server.
When Contact Center Manager Administration is installed as a virtual directory,

it appears as a folder called WClient in the Default Web Site tree.

Web site types Standard 10.15

Glossary
A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.
ACCESS
An internal protocol used by Contact Center Manager Server to directly control
some of the voice services available on the CallPilot or Meridian Mail platform.
access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.
access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.
ACCESS link
A communication channel between Contact Center Manager Server and
CallPilot or Meridian Mail.
ACCESS voice port

A voice port controlled by the ACCESS link.
ACD call
See automatic call distribution call.
ACD-DN
See automatic call distribution directory number.

Standard 10.15
ACD group
See automatic call distribution group.
ACD routing table

See automatic call distribution routing table.
ACD subgroup
See automatic call distribution subgroup.
acquired resource
A resource configured on the switch under the control of Contact Center
Manager Server. Resources must be configured with matching values on both
the switch and Contact Center Manager Server.
activated script
A script that is processing calls or is ready to process calls. Before you can
activate a script, you must first validate it.
active server
In a system with a Replication Server, the server providing call processing and
administration services.
activity code
A number that agents enter on their phoneset during a call. Activity codes
provide a way of tracking the time agents spend on various types of incoming
calls. They are also known as Line of Business (LOB) codes. For example, the
activity code 720 might be used to track sales calls. Agents can then enter 720
on their agent desktop applications during sales calls, and this information can
be generated in an Activity Code report.
adapter
Hardware required to support a particular device. For example, network adapters
provide a port for the network wire. Adapters can be expansion boards or part of
the computer’s main circuitry.
administrator
A user who sets up and maintains Contact Center Manager and Contact Center
Multimedia.

December 2007
agent
A user who handles inbound and outbound voice calls, e-mail messages, and
Web communications.
agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.
agent priority per skillset

Each agent has a priority per skillset. This priority represents their skill level
within the skillset. This priority is used only in queuing the agent in the idle
agent queues, thus allowing agents with greater priority in a skillset to be
presented with calls before agents of lesser priority. Agent priority per skillset
has a range of 1 to 48, with 1 having the greatest priority. Agent priority per
skillset is not used to determine which request to present to an idle agent when
the agent qualifies for more than one queue request. That presentation is based
solely on the calls’ attributes.
agent-to-skillset assignment
A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.
agent-to-supervisor assignment
A matrix that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.
AIP
Advanced I/O Processor
alias
See e-mail alias.
AML
See Application Module Link.
ANI
See automatic Number Identification.

Standard 10.15
API
See application program interface.
application
1. A logical entity that represents a Contact Center Manager script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.
Application Module Link

An internal protocol used by Contact Center Manager Server to communicate
directly with the switch.
application program interface

A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.
application server
The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.
associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.
automatic call distribution

A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.
automatic call distribution call

A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also automatic call
distribution directory number.

December 2007
automatic call distribution directory number

A primary or supplementary DN associated with an ACD group. Calls made to
an automatic call distribution directory number are distributed to agents
belonging to the group, based on the ACD routing table on the switch.
automatic call distribution group

An entity defined on the switch for the purpose of call distribution. When a
customer dials an ACD group, the call is routed to any agent who is a member of
that group.
automatic call distribution routing table

A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Contact Center Manager Server are queued to ACD groups and handled by
available agents.
automatic call distribution subgroup

An entity defined on the switch to assign supervisory responsibilities. Each
subgroup has one supervisor phoneset and a number of agent phonesets
associated with it. Agents can log on to any phoneset within their ACD
subgroup. The supervisor must log on to the supervisor phoneset to monitor
assigned agents.
automatic Number Identification

A telephony feature that provides the originating local telephone number of the
caller.
auto-response
A message sent to a customer with no agent interaction. An auto-response can
be an intelligent response, such as a sales promotion flyer, or an
acknowledgement, such as, “We received your e-mail and will respond to you
within three days.”
B basic call
A simple unfeatured call between two 2500 phonesets, on the same switch,
using a four-digit dialing plan.

Standard 10.15
BBUA
Back-to-Back User Agent
C call age
The amount of time a call waits in the system before being answered by an
agent.
call destination
The site to which an outgoing network call is sent. See also call source.
Calling Line Identification

An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.
call intrinsic
A script element that stores call-related information assigned when a call enters
Contact Center Manager Server. See also intrinsic, skillset intrinsic, time
intrinsic, traffic intrinsic.
call presentation class

A collection of preferences that determines how calls are presented to an
agent.A call presentation class specifies whether a break time between calls is
allowed, whether an agent can put DN calls on hold for incoming ACD calls,
and whether an agent phoneset displays that the agent is reserved for a network
call.
call priority
The priority given to a request for a skillset agent in a QUEUE TO SKILLSET
or QUEUE TO NETWORK SKILLSET script element. This priority is used
only in queuing a pending request in the pending request queue corresponding to
the required skillsets. This allows pending requests with greater priority in a
skillset to be presented to agents before calls of lesser priority. Call priority has a
range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully
support the many queuing variations provided by existing NACD functionality.
Call priority is maintained at target nodes for network call requests.

December 2007
Call Request Queue Size

Sets the maximum queue size for network skillsets. When the set maximum is
reached, the queue rejects calls. For Network Skill-Based Routing, Call Request
Queue Size (CRQS) is configured in Contact Center Manager Administration. If
the NACD fallback or the Queue_to_NACD script command is used, CRQS
must be configured in LD23 on the switch. See also Flow Control Threshold.
call source
The site from which an incoming network call originates. See also call
destination.
call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a contact center agent. For example, a caller can hear a
recorded announcement or music while waiting for an agent.
call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.
CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.
campaign
See outbound campaign.
CAT
Channel Allocation Table
CCR
customer controlled routing
CDN
See controlled directory number.

Standard 10.15
central processing unit

The component of a computer that performs the instructions of computer
programs. Also known as a processor or microprocessor.
centum call seconds

A measure of call traffic density that represents one call in one channel for 100
seconds in 1 hour.
CLAN
See Customer Local Area Network.
CLAN subnet
See enterprise IP network.
CLID
See Calling Line Identification.
client
The part of Contact Center Manager Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available: Server Utility and Contact Center Manager Administration.
See also server.
closed reasons
An item configured in Contact Center Multimedia to indicate the result of a
completed e-mail contact. Agents choose a closed reason, and this information
can be generated in a report.
command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.
Communication Control Toolkit

A client/server application that integrates a telephone on a user’s desktop with
client- and server-based applications.

December 2007
Communication Server 1000 Telephony Manager

A Nortel application used for Private Branch Exchange (PBX) management.
Computer Telephony Integration

An application that enables a computer to control telephone calls.
Conditionally Toll Denied

Allowed access for calls placed through Basic/Network Alternate Route
Selection and Coordinated Dialing Plan.
Contact Center Agent Desktop

An agent tool that contact center agents can use to provide intelligent and
personalized customer care. Agents use a personal computer to access the
telephony and multimedia functions.
Contact Center Manager

A client/server contact center solution for varied and changing business
requirements. It offers a suite of applications that includes call processing and
agent handling, management and reporting, networking, and third-party
application interfaces.

A browser-based tool for contact center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Contact Center Manager
Administration software is installed on an application server. See also Contact
Contact Center Manager Administration server

The server on which the Contact Center Manager Administration software is
installed. This server acts as the middle layer that communicates with Contact
Center Manager Server and makes information available to the client PCs.

This server is responsible for functions such as the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases.

Standard 10.15
Contact Center Manager Server call

A call to a CDN controlled by Contact Center Manager Server. The call is
presented to the Incalls key on an agent’s phoneset.
Contact Center Multimedia server

A client/server contact center application that expands inbound telephony
capabilities to include outbound voice, e-mail, and Web communications.
Contact Center Standby server

The server that contains an up-to-date backup version of the Contact Center
Manager Server database for use if the active server fails. The database is kept
up-to-date by the Replication Server.
Contivity VPN Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
controlled directory number

A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Contact Center Manager
Server. When a call arrives at this number, the switch notifies the application
and waits for routing instructions, which are performed by scripts in Contact
CPH
calls per hour
CPU
See central processing unit.
CRM
See Customer Relationship Manager.
CRQS
See Call Request Queue Size.

December 2007
CSL
Command and Status Link
CTD
See Conditionally Toll Denied.
CTI
See Computer Telephony Integration.
customer administrator
A user who maintains Contact Center Manager.
Customer Local Area Network

The LAN to which your corporate servers, third-party applications, and desktop
clients connects.
Customer Relationship Manager

An application that provides the tools and information that an organization
requires to manage its customer relationships.
D Data Execution Prevention

A set of hardware and software technologies that perform additional checks on
memory to help to protect against malicious code exploits. In Windows Server
2003 Service Pack 1, Data Execution Prevention is enforced by both hardware
and software.
database views
A logical representation of the database used to organize information in the
database for your use. Event statistics are accessible through database views.
DBMS
Database Management System
deacquire
To release an acquired switch resource from the control of the contact center.

Standard 10.15
deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.
default activity code

The activity code assigned to a call if an agent does not enter an activity code
manually, or when an agent presses the activity code button twice on the
phoneset. Each skillset has a defined default activity code.
default skillset
The skillset to which calls are queued if they are not queued to a skillset or a
specific agent by the end of a script.
denial of service
An incident in which a user or organization is unable to gain access to a resource
that they can normally access.
DEP
See Data Execution Prevention.
Designer Patch
An emergency fix packaged to address specific individual Contact Center
software problems. Designer Patches are viewable from a patch viewer
application. Designer Patches are included in the next scheduled Service Update
or Service Update Supplementary. See also Service Update and Service Update
Supplementary.
desktop user
A configured user who can log on to the Contact Center Manager Server from a
client PC.
destination site
The site to which an outgoing network call is sent. See also source site.
DHCP
See dynamic host configuration protocol.

December 2007
Dial-Up Networking
See Remote Access Services.
Dialed Number Identification Service

An optional service that allows Contact Center Manager Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.
DID
Direct Inward Dial
directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).
directory number call

A call presented to the DN key on an agent’s phoneset.
display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.
disposition code
An item configured in Contact Center Multimedia to indicate the result of a
completed outbound contact. Agents choose a disposition code, and this
information can be generated in a report.
Distant Steering Code

Used by the switch to route calls to their intended destination.
Distance Vector Multicast Routing Protocol

The multicast routing protocol used when multicast data recipients extend
beyond a single network. This protocol advertises the shortest-path route to the
networks on which a multicasting source resides.

Standard 10.15
DMS
Digital Multiplex Switch
DN
See directory number.
DN call
See directory number call.
DNIS
See Dialed Number Identification Service.
DoS
See denial of service.
DP
See Designer Patch.
DSC
Distant Steering Code
DTMF
Dual Tone Multi Frequency
Dual Tone Multi Frequency

A method used by the telephone system to communicate the keys pressed when
dialing. Pressing a key on the phone's keypad generates two simultaneous tones,
one for the row and one for the column. These are decoded by the exchange to
determine which key was pressed.
DVMRP
See Distance Vector Multicast Routing Protocol.
dynamic host configuration protocol

A protocol for dynamically assigning IP addresses to devices on a network.

December 2007
dynamic link library

A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.
E EBC
See equivalent basic calls.
EIU
Ethernet Interface Unit
ELAN Subnet
See embedded local area network.
e-mail alias
An e-mail address that forwards all e-mail messages it receives to another e-mail
account. For example, the mailbox general@magscripts.com can have the
aliases carz@magsubscriptions.com and planez@magsubscriptions.com. E-mail
addressed to either of these aliases is forwarded to the general@magscripts.com
mailbox. To route e-mail differently depending on the alias to which it is
addressed, create a recipient mailbox as an alias in the Contact Center
Multimedia Administrator application and then create routing rules based on the
alias.
e-mail message contact

An incoming e-mail message handled intelligently using rules to route a contact
according to a skillset, send an auto-response, or close the contact.
e-mail rule
Determine how an e-mail contact is routed based on information about the
e-mail message (inputs) and configurations in your contact center (outputs).
embedded local area network

A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager
Server and the switch.

Standard 10.15
Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
their supervisor to notify the supervisor of a problem with a caller.
enterprise IP network
Your entire IP network including the ELAN subnet and the Nortel server subnet.
equivalent basic calls

A measure of the telephone switch CPU real time required to process a basic
call. See also basic call.
event
1. An occurrence or action on Contact Center Manager, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.
expression
1. A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression and mathematical
expression. 2. A category of disk drives that employs two or more drives in
combination for fault tolerance and performance. See also relational expression.
F FCTH
See Flow Control Threshold.
filter timer
The length of time after the system unsuccessfully attempts to route calls to a
destination site before that site is filtered out of a routing table.
firewall
A set of programs that protects the resources of a private network from external
users.

December 2007
first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.
Flow Control Threshold

The number of calls required to reopen a closed network skillset queue. This
value must be less than the Call Request Queue Size. For Network Skill-Based
Routing, Flow Control Threshold (FCTH) is configured in Contact Center
Manager Administration. If the NACD fallback or the Queue_to_NACD script
command is used, FCTH must be configured in LD23 on the switch. See also
Call Request Queue Size.
G global settings
Settings that apply to all skillsets or IVR ACD-DNs configured on your system.
global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.
GOS
See grade of service.
grade of service
The probability that calls are delayed by more than a certain number of seconds
while waiting for a port.
H HDX
See Host Data Exchange.
Host Data Exchange

A rich scripting language provided with Contact Center Manager to control
treatment of calls.

Standard 10.15
HTTP
See Hypertext Transfer Protocol.
hundred call seconds

See centum call seconds.
Hypertext Transfer Protocol

The set of rules for transferring data on the World Wide Web.
I ICM
See Intelligent Call Manager.
IGMP
See Internet Group Management Protocol.
Incalls key
The key on an agent phoneset to which incoming ACD and Contact Center
Manager calls are presented.
Integrated Services Digital Network

A set of standards for transmitting digital information over ordinary telephone
wire and other media.
Integration Package for Meridian Link

A feature that integrates an IVR system with a switch.
Intelligent Call Manager

A high capacity contact center TCP/IP interface to the switch that enables the
exchange of messages between the switch and a remote host computer.
Interactive Voice Response

An application that allows telephone callers to interact with a host computer
using prerecorded messages and prompts.
Interactive Voice Response ACD-DN

A directory number that routes a caller to a specific IVR application. An IVR
ACD-DN must be acquired for non-integrated IVR systems.

December 2007
Interactive Voice Response event

A voice port logon or logoff. An IVR event is pegged in the database when a call
acquires or deacquires a voice port.
Internet Group Management Protocol

The multicast routing protocol used in a network that does not require the
delivery of multicast packets between routers or across networks. This protocol
transports the following information between host group members, hosts, and
routers:
client requests to join a group
messages about group membership sent by hosts to routers
Internet Protocol address

An identifier for a computer or device on a TCP/IP network. Networks use TCP/
IP to route messages based on the IP address of the destination. For customers
using NSBR, site IP addresses must be unique and correct.The format of an IP
address is a 32-bit numeric address written as four values separated by periods.
Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address.
intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, skillset intrinsic, time
IP address
See Internet Protocol address.
IPML
See Integration Package for Meridian Link.
ISDN
See Integrated Services Digital Network.
IVR
See Interactive Voice Response.

Standard 10.15
IVR ACD-DN
See Interactive Voice Response ACD-DN.
IVR event
See Interactive Voice Response event.
IVR port
See voice port.
L LAN
See local area network.
Line of Business code

See activity code.
LOB code
See activity code.
local area network

A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers and are confined to a single building or
group of buildings.
local call
A call that originates at the local site. See also network call.
local skillset
A skillset that can be used at the local site only. See also network skillset,
skillset.
logical expression
1. A symbol used in scripts to test for different conditions. Logical expressions
are AND, OR, and NOT. See also expression, mathematical expression. 2. A
category of disk drives that employs two or more drives in combination for fault
tolerance and performance. See also relational expression.

December 2007
M M1
Meridian 1 switch
M1 IE
Meridian 1 Internet Enabled switch
mailbox
See recipient mailbox.
Management Information Base

A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Contact Center Manager Server Management Information Bases (MIB)
contribute to the overall network MIB by:
identifying Nortel/Meridian/Contact Center Manager Server nodes within
the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script
The first script executed when a call arrives at the Contact Center. A default
Master script is provided with Contact Center Manager, but it can be customized
by an authorized user. It cannot be deactivated or deleted. See also network
script,primary script, script, secondary script.
mathematical expression
1. An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression and logical expression. 2. A category of
disk drives that employs two or more drives in combination for fault tolerance
and performance. See also relational expression.
mean holding time

1. The time that the agent is involved in serving a call. It is the sum of average
talk time. 2. The time required for postcall processing when the agent is not
available to handle other calls. 3. Intercall interval (including union break, if
any).

Standard 10.15
Media Application Server

A programmable media endpoint in a SIP signaling network that acts as a SIP
user agent to accept and control sessions and the IP media (audio and video)
services associated with those sessions. The Media Application Server delivers
programmable customized intelligent media services to those sessions using
text, voice, and video initially, with extensibility to other media and information
types as the applications grow.
mean time between calls

The average time between presentation of calls to an agent.
Meridian Link Services

A communications facility that provides an interface between the switch and a
third-party host application.
Meridian Mail
A Nortel product that provides voice messaging and other voice and fax
services.
Meridian MAX
A Nortel product that provides call processing based on ACD routing.
MHT
See mean holding time.
MIB
See Management Information Base.
MLS
See Meridian Link Services.
MM
See Meridian Mail.
MOSPF
See Multicasting Extensions to Open Shortest Path First.

December 2007
MTBC
See mean time between calls.
Multicasting Extensions to Open Shortest Path First

An enhanced version of the Open Shortest Path First (OSPF) routing algorithm
that allows a router to forward multicast IP traffic within an autonomous OSPF
(v.2) system.
Multimedia database
A Caché database used to store customer information and contact details for
outbound, e-mail, and Web communication contacts.
MSL-100
Meridian Stored Logic 100 switch
music route
A resource installed on the switch that provides music to callers while they wait
for an agent.
N NACD call
A call that arrives at the server from a network ACD-DN.
NAT
See Network Address Translation.
NCC
See Network Control Center.
NCRTD
See Network Consolidated Real-Time Display.
Network Address Translation

The translation of an Internet Protocol (IP) address used within one network to
an IP address used within another network. One network is called the inside
network and the other is called the outside network.

Standard 10.15
network call
A call that originates at another site in the network. See also local call.
Network Consolidated Real-Time Display

A real-time display containing data from more than one Contact Center Manager
Server. This data is consolidated by Contact Center Manager Administration.
Network Control Center

The server on a Contact Center Manager system where Network Skill-Based
Routing is configured and where communication between servers is managed.
network interface card

An expansion board that enables a PC to connect to a local area network (LAN).
network script
The script executed to handle error conditions for Contact Center Manager
Server calls forwarded from one site to another for customers using NSBR. The
network script is a system-defined script provided with Contact Center Manager,
but it can be customized by an authorized user. It cannot be deactivated or
deleted. See also Master script, primary script, script, secondary script.
Network Skill-Based Routing

An optional feature with Contact Center Manager Server that provides skill-
based routing to multiple networked sites.
network skillset
A skillset common to every site on the network. Network skillsets must be
created at the Network Control Center (NCC).
night mode
A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

December 2007

The subnet to which the Nortel servers, such as Contact Center Manager Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
Nortel VPN Router Switch

A Nortel product that provides routing, firewall, bandwidth management,
encryption, authentication, and data integrity for secure tunneling across
managed IP networks and the Internet.
NPA
See Number Plan Area.
NSBR
See Network Skill-Based Routing.
Number Plan Area

Area code
O object linking and embedding

A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.
ODBC
See Open Database Connectivity.
OEM
Original equipment manufacturer
Office hours
Hours configured in the contact center where e-mail messages can be routed
using one method when the contact center is open, and another method when the
contact center is closed.
OLE
See object linking and embedding.

Standard 10.15
Open Database Connectivity

A Microsoft-defined database application program interface (API) standard.
Open Shortest Path First

A routing algorithm that provides least-cost routing, multipath routing, and load
balancing.
Optivity Telephony Manager

A Nortel application used for switch management.
OSPF
See Open Shortest Path First.
OTM
See Optivity Telephony Manager.
outbound campaign
A group of outgoing calls from the contact center for a specific purpose, for
example, customer satisfaction surveys.
Outbound Campaign Management Tool

An administrator tool accessed through Contact Center Manager Administration
for configuring outbound campaigns.
outbound contact
An outgoing voice call intelligently routed to an agent according to a skillset
within a defined time interval. The call can be dialed by the agent or the switch.
out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if no agents are logged on or if the supervisor puts the skillset into out-
of-service mode manually. See also night mode, transition mode.
out-of-service skillset
A skillset not taking any new calls. While a skillset is out of service, incoming
calls cannot be queued to the skillset. See also local skillset, network
skillset,skillset.

December 2007
P patch
See Designer Patch.
PBX
See private branch exchange.
pegging
The action of incrementing statistical counters to track and report on system
events.
pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.
PEP
Performance Enhancement Package. Now known as Designer Patch. See
Designer Patch.
Performance Enhancement Package

Now known as Designer Patch. See Designer Patch.
personal directory number

A DN on which an agent can be reached directly, usually for private calls.
phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.
phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.
PIM
See Protocol Independent Multicast.
Platform Vendor Independence

A software-only contact center solution, which operates on any hardware
platform that meets specified requirements.

Standard 10.15
Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset. Referred to as Telephony/Port Address in Contact Center Manager
Server.
primary ACD-DN
A directory number that callers can dial to reach an ACD group.
primary script
A script executed or referenced by the Master script. A primary script can route
calls to skillsets, or it can transfer routing control to a secondary script. See also
Master script, network script,script, secondary script.
priorities
Two sets of priorities affect queuing and call presentation: agent priority per
skillset and call priority. For both sets of priorities, the lower in value of the
number indicates a greater priority in presentation. All idle agent queues and all
pending request queues always queue by priority as its top precedence. All other
queuing options, such as age of call and agent idle time, take a lower precedence
than priority. See also call priority and agent priority per skillset.
private branch exchange

A telephone switch, typically used by a business to service its internal telephone
needs. A PBX usually offers more advanced features than are generally
available on the public network.
Protocol Independent Multicast

A protocol that provides efficient routes for multicast traffic that must cross the
Internet to reach members of sparsely distributed multicast groups.
PSTN
See public switched telephone network.
public switched telephone network

The international network of private and government-owned voice-oriented
public telephone networks.

December 2007
R RAID
See Redundant Array of Intelligent/Inexpensive Disks.
RAN
recorded announcement
RAN route
See recorded announcement route.
RAS
See Remote Access Services.
Real-time Statistics Multicast

An interface that provides real-time information to third-party applications in
either multicast or unicast format.
recipient mailbox
A container on the e-mail server that hold e-mail messages. Standard mailboxes
are monitored by the Contact Center E-mail Manager, which routes the e-mail to
an agent or group of agents (skillset) based on an analytical search of the sender
address, the recipient address, the subject and body of an e-mail message for
predetermined keywords, or a combination of these. The e-mail server must be
compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer
Protocol (SMTP).
recorded announcement route

A resource installed on the switch that offers a recorded announcement to
callers.
Redundant Array of Intelligent/Inexpensive Disks

A category of disk drives that employs two or more drives in combination for
fault tolerance and performance.
redundant server
A warm standby server, used for shadowing the Multimedia database on the
Multimedia server and providing a quick recovery if the primary server fails.

Standard 10.15
relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.

A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.
Replication Server
A server that backs up the active Contact Center Manager Server to the standby
Contact Center Manager Server in real time.
reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.
Resource Reservation Protocol

The protocol used by routers to allow host systems in an IP network to reserve
resources for unicast or multicast dataflows.
round robin routing table

A routing table that queues the first call to the first three sites in the routing
table, then the second three sites, then the third three sites, and so on, until an
agent is reserved at one of the sites. See also sequential routing table.
route
A group of trunks. Each trunk carries either incoming or outgoing calls to the
switch. See also music route, RAN route.
router
A device that connects two LANs. Routers can also filter messages and forward
them to different places based on various criteria.

December 2007
routing table
A table that defines how calls are routed to the sites on the network. See also
round robin routing table, sequential routing table.
RSM
See Real-time Statistics Multicast.
RSVP
See Resource Reservation Protocol.
rule
See e-mail rule.
S sample script
A script installed with the Contact Center Manager Server client. Sample scripts
are stored as text files in a special folder on the client. The contents of these
scripts can be imported or copied into user scripts to create scripts for typical
contact center scenarios.
SCM
See Service Control Manager.
script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, network
script,primary script, secondary script.
script variable
See variable.
second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

Standard 10.15
secondary directory number

A DN defined on the agent’s phoneset as a Centrex line for incoming and
outgoing non-ACD calls.
secondary script
Any script (other than a Master, network, or primary script) referenced from a
primary script or any other secondary script. Statistics are not pegged for actions
occurring during a secondary script. See also Master script, network
script,primary script, script.
sequential routing table

A routing table method that always queues a call to the first three active sites in
the routing table. See also round robin routing table.
server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Contact Center Manager Server is used to configure the operations of
the contact center. See also client.
server subnet
The subnet to which the Nortel servers, such as Contact Center Manger Server,
Network Control Center, Contact Center Manager Administration, Contact
Center Multimedia, and CallPilot are connected.
service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.
Service Control Manager

A Windows NT process that manages the different services on the PC.
service level
The percentage of incoming calls answered within a configured number of
seconds.

December 2007
service level threshold

A parameter that defines the number of seconds within which incoming calls
should be answered.
Service Update
A Contact Center supplementary software application that enhances the
functionality of previously released software by improving performance, adding
functionality, or correcting a problem discovered since the original release. All
previous Service Updates (SUs) for the release are included in the latest Service
Update. For example, SU02 contains the contents of SU01 as well as the fixes
delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03.
See also Service Update Supplementary and Designer Patch.
Service Update Supplementary

A stand-alone Contact Center supplementary software application installed on
top of a specific Service Update (SU). It does not contain the contents of
previous SUs. The next SU includes SUSs built on top of previous SUs. For
example, SUS0301 is installed on top of SU03. SU04 contains SU03 and
SUS0301 (and any subsequent SUSs built on top of SU03). See also Service
Update and Designer Patch.
Session Initiation Protocol

An application-layer control (signaling) protocol for creating, modifying, and
terminating sessions with one or more participants.
Simple Network Management Protocol

A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to network-management systems through
an SNMP management process called an SNMP Agent
management stations, which are computers running special network
management software that interact with the Agents for status
management information, which is conveyed through exact specifications
and format of status specified by the MIB
Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

Standard 10.15
SIP
See Session Initiation Protocol.
SIP Terminal
The SIP Address of the TR87 controlled terminal dedicated to this agent. This is
the phone number that the agent controls, combined with the domain of the
agent in the SIP URI.
SIP URI
The SIP Address for the agent as configured on the target SIP server. The SIP
Address uniquely identifies the agent on the SIP network.
site
1. A system using Contact Center Manager Server that can be accessed using
Server Utility. 2. A system using Contact Center Manager Server and
participating in Network Skill-Based Routing.
skillset
A group of capabilities or knowledge required to answer a specific type of call.
See also local skillset, network skillset.
skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, and traffic intrinsic.
SL-100
Stored Logic 100 switch
SNMP
See Simple Network Management Protocol.
source site
The site from which an incoming network call originates. See also destination
site.

December 2007
standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.
standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.
SU
See Service Update.
supervisor
A user who manages a group of agents. See also associated supervisor and
reporting supervisor.
supplementary ACD-DN
A DN associated with a primary DN. Any calls to the supplementary DN are
automatically routed to the primary DN. A supplementary DN can be a toll-free
(1-800) number.
SUS
See Service Update Supplementary.
switch
See telephony switch.
switch resource
A device configured on the switch. For example, a CDN is configured on the
switch and then used as a resource with Contact Center Manager Server. See
also acquired resource.
system-defined scripts
The Master_Script and the Network_Script (if NSBR is enabled). Users can
customize these scripts, but they cannot deactivate or delete them. These scripts
are the first scripts executed for every local or network call arriving at the
contact center.

Standard 10.15
T TAPI
See Telephony Application Program Interface.
target site
See destination site.
TCP/IP
See Transmission Control Protocol/Internet Protocol.
TDM
See Time-Division Multiplex.
telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.
telephony switch
The hardware that processes calls and routes them to their destination.
Telephony Application Program Interface

An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.
threshold
A value for a statistic at which system handling of the statistic changes.
threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.
Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

December 2007
time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, skillset
Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.
traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, skillset intrinsic, time intrinsic.
transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
night mode, out-of-service mode.
Transmission Control Protocol/Internet Protocol

The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.
treatment
See call treatment.
trunk
A communications link between a PBX and the public central office, or between
PBXs. Various trunk types provide services such as Direct Inward Dialing (DID
trunks), ISDN, and Central Office connectivity.
U user-created script
A script created by an authorized user on the Contact Center Manager system.
Primary and secondary scripts are user created scripts.
user-defined script
A script modified by an authorized user on the Contact Center Manager system.

Standard 10.15
utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.
V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.
variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple
scripts to determine treatment and routing of calls entering Contact Center
Manager Server. See also call variable, global variable.
Virtual Private Network

A private network configured within a public network to take advantage of the
economies of scale and management facilities of large networks.
Voice Extensible Markup Language

Allows a user to interact with the Internet through voice-recognition technology.
Voice over IP
Voice traffic transmitted in digital format using the IP protocol.
voice port
A connection from a telephony port on the switch to a port on the IVR system.
VPN
See Virtual Private Network.
VXML
See Voice Extensible Markup Language.
W WAN
See wide area network.

December 2007
Web-on-hold
A set of URLs that a customer sees after requesting a text chat session, and
before the agent connects to the Web Communications contact.
wide area network

A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.
workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Contact Center
Manager.

Standard 10.15

Index introduction 32
problems viewing user details in 1878
troubleshooting blank
display 170, 1119, 1408
troubleshooting viewing agents or
A skillsets 1962
access classes and partitions
about upgrading 601
Access and Partition Management 32
activating
Active Directory Application 53 a report schedule 347
Active Directory Application Mode 1629
a report schedule on a new server 1235
ActiveX control security on client
security templates 1791
machines 267
activating security templates
Agent Desktop Display 34 coresident server 1791
Audit Trail 34
Active Directory Application Mode
blank messages in Internet Explorer 1880 about 53, 1629
Contact Center Management 31
and replication 1629
coresident servers 68, 384, 1318
and service accounts 1634
digital certificates 1783 configuring ports 111, 1566
domains 1708
data migration software downloading 610
Event Viewer 1692
first time replication 450
installing primary Contact Center Manager for migrating Windows Server 610
Administration server 54
replication 450, 1625
installing replicating Contact Center Manager
service account options 1635
uninstalling 1527
Microsoft Windows Backup Tool 1650
using during installation and
migrating from Windows Server 2000 to
uninstallation 1527
Windows Server 2003 604
verifying installation of 1848
Nortel Backup and Restore utility 1650
Active Directory software
Outbound Campaign Management Tool 35
extracting for Windows Server 2000
Patch Viewer 1597 migration 621
replicating server 53
restoring data not in the 709
Report Creation Wizard 34 Active X controls
scripting 32 security 284
service update
ActiveX controls
supplements 120, 451, 813, 1070, 1594
about security 267
service updates 120, 451, 813, 1070, 1594
downloading 303
third-party backup tools 1651
downloading third-party controls 2167
upgrade scenarios 598 ActiveX Controls.msi file
upgrading from SWC to CCMA 6.0 984 running from an SMS server 922
URLScan 1777
ADAM
workgroups 1708 replication, how to set up 1633
accepting See Active Directory Application Mode
default ports 111, 1566
adding
license agreement for client machines 294 computer name of CCMA server to HOSTS
Access and Partition Management tables 1846
functions on replicating server 1642

Index Standard 10.15
IIS user account 138, 1382 migrating 356, 1244

server to an existing domain 1712 application and skillset charts
server to existing domain 129, 822, 1373 migrating 361, 1249
server to workgroup 1721 application server
URL as a trusted site 1879 administrator password 638, 1000
administrator password 713 computer name of 638, 1000
troubleshooting incorrect entries 765 configuring the event viewer log on 1848
Windows Server 2003 638 configuring to support multiple languages 554
Agent Desktop Display installing Sybase Open Client 649, 1005
and proxy settings 1970 registering name of on DNS server 1844
compatibility with Contact Center Manager applying
Administration 317, 928 security patches 648, 1789
configuring display parameters 751 Windows Server 2003 service update 669
configuring new parameters after an ASP.NET
upgrade 887 configuring IIS 783
configuring parameters after migration 1455 associated supervisors
configuring parameters on a new server 1154 in Classic Client 982
configuring parameters on server 218 Audit Trail
configuring parameters on the replicating downloading controls to the client during
server 540 installation 303
configuring software 316 downloading controls to the client during
how to switch to a standby server 1688 upgrades 915, 1197
installing 318 introduction 34
installing and configuring client
machines 316
introduction 34
multiple Contact Center Manager
B
Administration servers 318 backing up
troubleshooting 1967, 1970 by manually copying files 1668
upgrading 318, 928 data, methods of 1650
agent-skillset assignments Emergency Help configurations 1669
migrating from Classic Client 972 on coresident servers 1652
agent-supervisor assignments performing full backups of the CCMA
migrating from Classic Client 972 server 1653
agent-to-skillset assignments Real-time Reporting configurations 1669
comparing classic client to Contact Center using Microsoft Windows Backup Tool 1664
Manager Administration 366, 1254 using Nortel Backup and Restore Utility
deleting 370, 1258 Nortel Backup and Restore Utility
migrating from Classic Client 366, 1254 using 1654, 1656
agent-to-supervisor assignments why you must 1646
comparing classic client to Contact Center backing up data
Manager Administration 366, 1254 on coresident server 1042, 1673
deleting 370, 1258 using Microsoft Windows 2000
migrating from Classic Client 366, 1254 Contact Center Manager Server 1653
APIPA 1881 full backup of source 616, 778, 1032, 1272
application and skillset billboards with the Nortel Backup and Restore

December 2007 Index
utility 1274 when installing 222

backups hostname of coresident server 1166
about scheduling 1625 iceadmin password 889
performing one-time 1649 IP addresses 734
scheduling 1649 logon passwords for Contact Center Manager
synchronizing 1649 Administration 297
backward compatibility of Nortel products 992 checking Symposium version
best practices source 615
Contact Center Manager Administration target 633, 995
resiliency 1624 checklists
bindings order installing Windows Server 2003 636, 998
configuring in Contact Center Manager migrating Windows Server 2000 to Windows
Server 1931 Server 2003 608
blank URLs as a Trusted Site 1879 migration of Classic Client 331, 1219
browser 228 server installation software 775, 991
basis for Contact Center Manager Windows 2000 Server installation 998
Administration 31 Citrix
configuring language preference 228 activating licenses for MetaFrame XP
configuring on client 266 Server 2171
disabling cookies 571 and Contact Center Manager
disabling pop-up blockers 276, 581 Administration 2158
downloading ActiveX controls 307 and upgrades to Contact Center Manager
locating the locales.dat file 233 Administration 2174
upgrading on client machines 266 client hardware requirements 2160
using for failure 53 client software requirements 2160
creating a server farm for MetaFrame XP
Server 2169
C exporting real-time displays in 2174
installing and configuring 2162
call-by-call reports 947 installing MetaFrame XP Server
CCMS server name software 2168
changing 1983, 2058, 2092, 2116, 2130, 2142, server software requirements 2159
2149 Classic Client
ChangeSOAPSrv utility 1891 deleting a report schedule 348, 1236
running 1834, 1891, 2063, 2093 deleting agent-to-skillset
changing assignments 370, 1258
CCMS server deleting agent-to-supervisor
name 1983, 2058, 2092, 2116, 2130, 21 assignments 370, 1258
42, 2149 deleting associated supervisors 376, 1264
computer name in Windows Server 2003 638 deleting routing table assignments 375, 1263
computer name of Contact Center Manager locating user-created reports 337, 1225
Administration server 1832 migrating agent-skillset assignments 972
computer name of Contact Center Manager migrating agent-supervisor assignments 972
Server 1831 migrating agent-to-skillset
default user account passwords 679 assignments 366, 1254
new server 1459 migrating agent-to-supervisor

assignments 366, 1254 user privileges required on 310, 920, 922

migrating application and skillset viewing list of third-party controls 308
billboards 356, 1244 code signing certificates 572
migrating application and skillset communication problems
charts 361, 1249 with Contact Center Manager Server 1830
migrating filters 333, 939, 1221 comparing
migrating graphical real-time displays 962 Classic Client and Contact Center Manager
migrating historical reports 335, 941, 1223 Administration
migrating NCC routing table scheduled agent assignments 366, 1254
assignments 979 real-time displays 350, 1238
migrating real-time displays 956 unicast and multicast 742
migrating routing table user types 371, 1259
assignments 373, 1261 compatibility
migrating user types 371, 977, 1259 and Contact Center Manager
migration checklist 331, 1219 Administration 596, 597
removing associated supervisors 982 of servers with Nortel products 992
support in Symposium Call Center Server 330 components in Contact Center Manager
clearing routes Administration 31
before migrating Windows Server 2000 629 computer name
client access licensing 634, 996 changing in Windows Server 2003 1000, 1296
client machines changing on coresident Windows Server
accepting the license agreement 294 2003 1166, 1505, 1833
configuring Agent Desktop Display 316 changing on stand-alone Windows Server
configuring Internet Explorer 252, 267, 269 2003 1504, 1832
configuring Internet Explorer on 573 changing Windows Server 2003 638
configuring the Windows display 264 matching with DNS host 1306
configuring web browser 266 synchronizing 1985, 2022
deleting third-party controls 309 configuration tool
downloading controls 303 troubleshooting 1958
installing Agent Desktop Display 316 configuring 749
installing Simple Object Access Protocol 284 Agent Desktop Displays 218
installing third-party controls on 915, 1197 anonymous user account for Windows Server
installing third-party software 260 2003 670
Internet Explorer version 260 application server to support multiple
logging on to Contact Center Manager languages 554
Administration first time 296 Emergency help
modifying the HOSTS tables on 1846 Contact Center Manager
permissions required for downloads 310 Administration 173
requirements Symposium Web Client 4.5 749
Internet Explorer 260 Historical Reporting 175
Simple Object Access Protocol 261 Internet Explorer for clients 267
running multiple sessions on 1849 License Manager Service 156, 848, 1394
security 267 logon warning message 160, 852, 1398
supported operating systems 267 microsoft remote desktop
upgrading Internet Explorer on 266 connection 81, 1330
user privileges required 308 Network Management Server 1704

December 2007 Index
NMS 1704 logging on 909

parameters for Agent Desktop Display 751 logging on first time 296
pcAnywhere 72, 1322 logging on for first time 909
ports for ADAM 111, 1566 Patch Viewer 1597
printer 179, 1417 performing full backups 1653
Real-Time Reporting 1116, 1405 reinstalling on Windows Server
migration target server 743 2003 1534, 1560
replicating server 167, 489 reinstalling with Windows Server 2003
Simple Network Management Protocol 1694 Service Pack 2 1620
standby servers on Agent Desktop required equipment for installing 56
Display 932 running multiple sessions on client
Windows 2003 display for clients 264 machines 1849
Windows Server 2003 633, 995 scripting 217, 1454
Windows Server 2003 DNS updates 718 server failure 1639, 1641
Windows SNMP service 902 support for multiple languages 226
Connect Login Prompt uninstalling 1523
when logging on to Contact Center Manager using preserved customer data 1524
Administration 1859 Contact Center Manager Administration server
connecting customer LAN 737 problems communicating with 1844
connecting to Contact Center Manager receiving IP multicast address
Administration server on 165, 487, 1114, 1403
troubleshooting 1832 sending IP multicast address
Connection Status on 165, 487, 1114, 1403
cannot open 1870 Contact Center Manager Server
Contact Center Management backing up data 1653
error messages in 1966 changing computer name 1831
overview 31 communication problems with 1830
Contact Center Manager Administration configuring bindings 1931
about 39 contacting Nortel 41
activating report schedules 347, 1235 controls
administrator password 1296 and local security policy on Windows
Agent Desktop Displays compatibility 317 2000 917
and Citrix 2158 and Windows 2000 on the client PC 1861
and support for multiple languages 548, 1463 downloading 915
compatibility with previous versions 596, 597 troubleshooting problems downloading 1861
components of 31 viewing a list of 920
computer name of 1296 conversion
deactivating reports 347, 1235 materials required for 991
defining report output options 345, 1233 copying
events 1976 user guides to application server 900
installation prerequisites 46 coresident servers
installing primary server 105 about software 68, 384, 1318
installing Windows Server 2003 Service Pack activating security template 1791
2 594 adding to a domain 640
installing with Windows Server 2003 Service backing up and restoring 1652
Pack 2 1619 backing up and restoring data on 1042, 1673

changing the hostname 1166 agent-to-skillset assignments 370, 1258

installing patches 1598 agent-to-supervisor assignments 370, 1258
installing Sybase Open Client 83 associated supervisors in Classic
language compatibility 229 Client 376, 1264
restoring data 1673 printer 182, 1420
uninstalling Sybase Open Client 1531 routing table assignments 375, 1263
with previous versions of Symposium 596 deselect routes from filters 629
creating digital certificates
shared folders 1004 about 1783
shared folders in Windows Server 2003 643 digital signatures 571
shared network folders 861 disabling
critical event, severity level 1693 pop-up blockers 1857, 1870
Crystal Enterprise 10 Embedded software display settings
installing 95, 410, 788, 1344 on the client PC 1855
uninstalling 1529 displays
Crystal Reports 10.0 migrating 1244
installing 51 DNS
uninstalling 52 host name matching 1306
Crystal Reports 10.0 Hotfix registering application server name on 1844
error message 1814 server addresses 639, 1001, 1298
server configuring 1299
documents
D getting latest version 250, 1486
domain group policies
data files and Contact Center Manager
on the Contact Center Manager Administration 1709
Administration server 1647 Symposium Web Client 997
on the Contact Center Manager Server 1647 Windows Server 2003 635, 997
stored in Active Directory Application domains
Mode 1629 about 1708
data migration software adding Contact Center Manager
for migrating Windows Server 610 Administration 129, 822, 1373, 1712
deactivating functionality available when CCMA placed
reports 347, 1235 in 1710
default Windows Server 2000 controllers 635, 997
administrator user 998 Windows Server 2003 640
administrator user for Symposium Web downloading
Client 636 Active Directory Application Mode
ports for ADAM configuration 111, 1566 migration software 610
web site ActiveX controls 303
installing Contact Center Manager controls 915
Administration 58, 112, 1359 Multicast Trace Tool.msi 1911
installing Symposium Web Client 656 permissions required 310
defining RTDControl 1910
report output options 345, 1233
deleting

December 2007 Index
E scripts during installation 217

scripts on a new server 1454
editing scripts on replicating server 539
urlscan.ini file 1780
element types
in graphical displays 360, 1248
e-mail notification in Historical
F
Reporting 175, 498, 1413 filters
Emergency Help containing routes 629
backing up configuration for 1669 migrating from Classic Client 333, 939, 1221
configuring in Contact Center Manager routes on target server 754
Administration 173 full backups
configuring on the application of the Contact Center Manager
server 496, 1122, 1411 Administration server 1653
overview 749
enabling
Out of Process components 1850 G
replication after an upgrade 810, 1636
Secure Sockets Layer 1783 getting latest version of
encrypt password for CCMA users documentation 250, 1486
error message 1815 graphical displays
Enterprise Solutions PEP Library 610 element types in classic client 360
event codes element types on new server 1248
Contact Center Manager Administration 1976 migrating 1244
operating system 1974 migrating real-time 356, 962
Event Viewer 1705 guidelines
configuring log on the application server 1848 Windows Server 2003 server partitions 634
introduction 1692
recommended event codes 1701
recommended operating system events 1700 H
events
Helmsman 900
critical 1693
Help 41
information level 1692
list of for Contact Center Manager
configuring 175, 498, 1413
Administration 1976
configuring printer 179, 1417
list of for operating system 1974
e-mail notification in 175, 498, 1413
major 1693
migrating reports from Classic
minor 1692 Client 335, 1223
overview 1692
will not load 1870
selecting types to be forwarded 1697
historical reports
severity of 1692 cannot connect to data source 1931
existing domain cannot retrieve large number of agents 1941
adding Contact Center Manager
display problems 1953
Administration 129, 822, 1373
migrating from Classic Client 941
experience required 38 problems with display of reports 1943
exporting
problems with displays of reports 1942

selection criteria is slow to display agent configuring IIS 133, 1377

IDs 1945 configuring IP multicast
troubleshooting 1929 addresses 165, 1403
Host Headers configuring language support 226, 1463
checking address configuration 1919 configuring logon message 160, 1398
HOSTS tables copying latest user guides 250, 1486
adding computer name to 1846 default web site 58, 112, 1359
adding the application server name to 1846 enabling logon message 163, 1401
configuring 1300 installation failure causes 115, 1362
configuring on the client PC 1846 post-installation tasks 258
manually updating 1299 prerequisites 46
modifying on client machines 1846 primary server 105
sample 1847 required software and equipment 56
hot fixes scripting 217
installing 812 third-party hot fixes 126, 812, 1372
timing 56
virtual directory 112
I XML automated assignments 247, 1483
Crystal Enterprise 10 Embedded 788
iceAdmin password Crystal Enterprise 10 Embedded
changing 889 software 95, 410, 1344
resetting 1728, 1864 Crystal Reports 10.0 51
ICERTDTrace hot fixes for third-party
using to trace IP multicast data 1899 software 126, 812, 1372
icons Internet Information Services 633, 995
missing in server tree 1873 language packs 237, 559, 1474
information event severity level 1692 Microsoft hot fixes 1881
installation Microsoft service packs 1881
failure 445 patches on coresident server 1598
TCP/IP 1298 replicating server 379, 1625
Windows 2000 components 1003 Simple Object Access Protocol 694
Windows Server 2003 components 1297 SMTP for Windows 2003 633, 995
installing Sybase Open Client 649, 1005
.NET framework 906 Symposium Web Client 4.5
Agent Desktop Display 318 checking on source 615
Contact Center Manager Administration on application server 655
add user account 138, 1382 on target server 633, 995
adding server to existing domain 129, 1373 with no ADAM replication 656
changing user account password 222, 1459 TCP/IP 639, 1001
checklists and documentation 66 Terminal Services 633, 643, 995
configure License Manager URLScan 1778
Service 156, 1394 Windows Server 2003 633, 995, 1294
configuring Agent Desktop Display 218 Windows Server 2003 checklist 636, 998
configuring Emergency help in Contact Windows Server 2003 components 642
Center Manager Administration 173 XML automated assignments 247, 1483
configuring Historical reporting 175 Internet Explorer

December 2007 Index
and proxy servers 1845 IUSR_SWC account

client machine requirements 260 adding as anonymous user account 831
configuring client 266 resetting to reflect a new computer
configuring on client machines with name 1167, 1506, 1834, 2063, 2094
Windows 2000 or XP 573
configuring on Windows 2000 client 252, 269
configuring on Windows XP client 252, 269
font size in 1855
J
testing for proxy server 1845 Jet Database Engine
troubleshooting 1850 error message 1860
trusted sights 269
upgrading on client 266
Internet Information Services K
checking if correctly configured 1914
configuring ASP.NET 783 key codes 30
configuring for real-time displays 1915 knowledge required 38
configuring for Report Creation
Wizard 133, 826, 1377
installing 633, 995 L
verifying installation of 1847
LAN
Internet Information Services Lockdown 1777 connecting 737
IP addresses
language options
changing 734
Windows Server 2003 637, 998
for WINS during migration 640, 1002 language packs
using same when migrating 604 installing 237, 559, 1474
Windows 2003 734
uninstalling 245, 567, 1482
IP addressing viewing the version number of 564
dynamic 639, 1001, 1298
viewing those installed on server 564
for WINS 1299
languages
IP multicast addresses changing the Regional Settings for 556
receiving address on Contact Center Manager
support for multiple 226, 548, 1463
launching real-time displays
during upgrade 1114
problems with 1910
for replicating 487
License Manager 30
new install 165, 1403 License Manager Service
sending address on Contact Center Manager configuring 156, 848, 1394
licensing
during upgrade 1114
Report Creation Wizard 1942
for replicating 487
requirements 30
new install 165, 1403
licensing modes
IP Receive address Windows Server 2003 637, 999
configuring on the application server 491
LMHOSTS table 1299
IP Send address
local security policy
and networked Contact Center Manager
verifying settings for 917, 1199
Servers 492
locales.dat file 554
configuring on the application server 491
localization 554

and Contact Center Manager Client 962

Administration 548, 1463 historical reports from Classic
Contact Center Manager Administration 226 Client 335, 941, 1223
locating NCC routing table assignments 373, 1261
reports from Classic Client 337, 1225 off network 604
logging on real-time displays 350, 1238
to Contact Center Manager real-time displays from Classic Client 956
Administration 906, 909 user types 371, 1259
to Contact Center Manager Administration user types from Classic Client 977
for first time 296 Windows Server 2000 to Windows Server
troubleshooting Server Utility 1820 2003
logon warning message Active Directory backup 616, 778, 1653
configuring 160, 852, 1398 adding target server to source server
enabling 163, 1401 domain 702
backing up migration
data 617, 779, 1033, 1273
M backing up source server 616, 778, 1653
changing 734
mail server checking Symposium version on
Smart Host name 501 source 615
major event, severity level 1693 checking Symposium version on
manually configuring target 633, 995
Windows Server 2003 643 checklists 608
manually copying data files clearing routes 629
migrating Windows 2000 618 configuring DNS 622
mapping drives Domain Controller 622
during an upgrade 803 extracting Active Directory software 621
materials required extracting ADAM 706
upgrading Symposium Web Client to Contact for Symposium Web Client 4.5 604
Center Manager Administration 991 host name resolution 622
Meridian Patch Library 610 information not transferred 709
Microsoft Client Access Licensing 634, 996 logging in to target server 705
Microsoft Remote Desktop Connection as a prerequisites 605
support tool 1798 privileges 604
Microsoft updates 1789 reconnecting to customer LAN 737
Microsoft Windows Backup Tool recreating filters 754
about 1650 resetting the computer name 725
using 1664 restoring backups 738
migrating server naming 605
agent-to-skillset assignments 366, 1254 skills you need 604
agent-to-supervisor assignments 366, 1254 source server IP address matching DNS
application and skillset billboards 356, 1244 server 699
application and skillset charts 361, 1249 testing migrated software 755
filters from Classic Client 939 troubleshooting 759
graphical real-time displays 356, 1244 updating DNS configuration 718
graphical real-time displays from Classic migrating filters

December 2007 Index
from Classic Client 333, 1221 NT File System (NTFS) partition

migrations creating 633, 995
compared to upgrading 595
minor event, severity level 1692
missing file extensions 1810
mRcv.exe utility
O
using the 1903 OAM Timeout value 493, 1941
Multicast Trace Tool.msi ODBC driver
downloading 1911 upgrading 653
running the 1911 off-network
multicast/unicast comparison 742 migrating 604
multiple client sessions online Help
interference caused by 1849 cannot open 1870
multiple languages operating system events 1700, 1974
changing the Regional Settings for 556 operating systems
migrating Windows Server 2000 to Windows
Server 2003 604
N supported for clients 267
Organizational Unit
naming servers configuring Windows Server 2003 security
migrating Windows Server 2000 to Windows policies 635, 997
Server 2003 605 Out of Process components
NCC routing table assignments enabling 1850
migrating 373, 1261 Outbound Campaign Management Tool
NCC routing tables introduction 35
migrating scheduled assignments 979 Output Rate 492
NET framework
installing 906
network
migrating Windows Server 2000 to Windows
P
Server 2003 604 pages
Network Consolidated Real-Time Displays will not load 1870
missing sites 1925 partitions
troubleshooting 1925 creating NTFS 633, 995
Network Management System. See NMS on the application server 636, 998, 1294
networking passwords
setting up in Windows Server 2003 643 changing default when logging on to
NMS, configuring 1704 CCMA 297
no supervisors defined changing for user account 222, 1459
error message 1966 changing user account
Nortel Backup and Restore utility during migration 679
about 1650 resetting iceAdmin 1728, 1864
backing up data with 1274 Patch Viewer utility
restoring data with 1492 about 1597
using to restore data 1676 starting 1598
viewing and managing scheduled tasks 1662 patches
viewing 1598

pcAnywhere
about version 67, 383, 1317
R
configuring 72, 388, 1322 real-time displays
starting 71, 81, 396, 1321, 1330 do not show data 1908
starting for first time 387 exporting in Citrix environment 2174
performance degradation migrating 350, 1238
after installing Microsoft service packs or hot migrating from Classic Client 956
fixes 1881 migrating graphical 356, 1244
personalizing software window troubleshooting 1908, 1910, 1914
Windows Server 2003 637, 999 Real-Time Multicast statistics
platforms determining transmission methods 1894
migrating Symposium Web Client 4.5 604 Real-Time Reporting
pop-up blockers backing up configuration for 1669
troubleshooting 1857, 1870 configuring 167, 489, 743
ports new replicating server 1116, 1405
configuring for ADAM 111, 1566 refresh a single server
Power User privileges 308, 310, 920, 922 how to 1802, 1828
preparing refresh all servers
Windows 2000 Advanced Server for how to 1801, 1827, 1871
migration 614 when to use 1800, 1826
Windows 2000 Server for migration 614 refresh server
prerequisites when to use 1800, 1826
installing Contact Center Manager refresh servers 897, 1800, 1826
Administration 46 regional options
migrating Windows Server 2000 to Windows Windows Server 2003 637, 998
Server 2003 605 Regional Settings
printer 182, 1420 changing for multi-language support 556
adding network 179, 1417 reinstalling
adding network when connected to other print Contact Center Manager Administration on
server 502, 507 Windows Server 2003 1534, 1560
configuring for scripting 217, 539, 1454 using preserved data for Contact Center
deleting connection 182, 1420 Manager Administration 1524
deleting connection to network 505 remote support access tool
printing using Microsoft Remote Desktop
checklists for migrating Windows Server Connection 81, 1330
2000 608 remote support access tools 1798
scheduled reports 1935 removing 182, 1420
privileges associated supervisors 982
migrating Windows Server 2000 to Windows Contact Center Manager Administration 1523
Server 2003 604 service updates 1607
product keys target server form source server domain 721
Windows Server 2003 637, 999 Terminal Services 782
proxy servers replicating server
and Internet Explorer 1845 about 53
proxy settings about installing 1625
and Agent Desktop Display 1970 functionality immediately available

December 2007 Index
from 1642 on coresident servers 1673

time required to install 379 options for 1672
replication using Nortel Backup and Restore utility 1676
and Active Directory Application Mode 1629 using Windows Backup tool 1681
enabling after an upgrade 810, 1636 when you must 1672
first time 450 with the Nortel Backup and Restore
how to set up ADAM replication 1633 utility 1492
stopping 803, 1636 reusing IP addresses
Report Creation Wizard migrating 604
configuring IIS 133, 826, 1377 roaming profiles
introduction 34 creating in Terminal Services 2172
licensing 1942 using in a Terminal Services/Citrix
report viewer environment 2171
problems with 1930 routes
reports in filters 629
activating 347, 1235 routing table assignments
creating shared network folder 192, 1430 migrating 373, 1261
deactivating 347, 1235 RSM service
defining output options 345, 1233 testing using the mRcv.exe 1903
deleting in Classic Client 348, 1236 RTDControl
located Classic Client user-created 337, 1225 downloading 1910
scheduling 343, 1231 how to download 1910
required equipment running
installing Contact Center Manager msi files from an SMS server 310
Administration 56 Symposium Web Client ChangeSOAP
required experience 38 utility 731
requirements
client machine 260
server installation software 775, 991
Windows Server 2003 633
S
resetting safe for scripting 573
computer name 725 scheduled reports
iceAdmin passwords 1728, 1864 cannot print 1935
resiliency plans failure to export 1946
best practices 1624 scheduling
reasons for 1624 backups 1649
restoring backups in Nortel Backup and Restore
backup files on a replicating server 1643 utility 1662
data not in Active Directory 709 backups of Contact Center Manager
data on a coresident server 1042 Administration 1625
data on coresident server 1673 reports 343, 1231
on coresident servers 1652 scripting
Symposium Web Client 4.5 configuring default printer for 217, 1454
backups 738 configuring on Contact Center Manager
restoring data Administration server 217, 1454
by manually copying files 1684 configuring on the Contact Center Manager

Administration server 539 uninstalling 1607

configuring the default printer for 539 uninstalling the last applied 1599
exporting during installation 217 services
exporting on a new server 1454 configuring License Manager 156, 1394
introduction 32 setup
trusted sites 269 Terminal Services 643
scripts Windows 2000 components 1003
cannot open 1870 Windows Server 2003 components 642, 1297
exporting on replicating server 539 severity, of events 1692
Secure Sockets Layer shared 187, 509, 857, 1124, 1425
enabling 1783 shared folders
security creating on the application server 643, 1004
client machines 267 shared network folders
group policies for Symposium Web Client creating 861
4.5 636, 997 Simple Mail Transfer Protocol
security patches installing 633, 995
applying 648, 1789 Simple Network Management Protocol
using Microsoft guidelines 648 configuring 902, 1694
security policies on Windows Server configuring to forward traps to Network
2003 635, 997 Management Server 1694
security policy settings Simple Object Access Protocol
Windows Server 2000 305 client machine requirements 261
security templates installing 694
activating 1791 installing on client machines 284
server troubleshooting 1884, 1958
adding to existing domain 129, 1373 troubleshooting errors 1889
server addresses skills
DNS 639, 1001 migrating Windows Server 2000 to Windows
server failure Server 2003 604
functionality immediately available from Smart Host name 501
replicating server 1642 SMS server
what to do 1639, 1641 running 310
server name SMTP
changing Windows Server 2003 638 for Windows 2003 633, 995
server tree SMTP server
icons are missing 1873 configuring 176, 499, 1414
Server Utility verifying installation 175, 1413
accepting license agreement 895 verifying it is installed 498
accepting the license for client machines 294 SNMP
cannot log on to 1820 See Simple Network Management Protocol
service accounts SOAP
Active Directory Application Mode 1634 See Simple Object Access Protocol
Service Update Supplements source server
about 120, 451, 813, 1070, 1594 backing up before migrating 616, 778, 1653
Service Updates stand-alone web site
about 120, 451, 813, 1070, 1594 and default web site 2178

December 2007 Index
standby Contact Center Manager Server configuring emergency help 749

changing to 1831 default web site 656
standby servers installing 615, 633, 995
and Agent Desktop Display 1688 installing on target server 655
configuring on Agent Desktop Display 932 migrating from Windows Server 2000 to
starting Windows Server 2003 604
Patch Viewer utility 1598 restoring backups 738
pcAnywhere 71, 81, 1321, 1330 running SOAPSrv utility 731
stopping security policies 636, 997
replication 803, 1636 upgrading 805
stored procedures synchronization of user reports 1936
for Contact Center Manager access denied 1935, 1936, 1938
Administration 1967 synchronizing
SU backups 1649
See Service Update computer name 1985, 2022
supervisors data restoration on CCMA and CCMS 1673
deleting in Classic Client 376, 1264 synchronizing imported reports
support using pcAnywhere 1798 creating shared network folder for 514, 862
supported upgrade paths 594 Systems Management Server
SUS and third-party controls 310, 922
See Service Update Supplement
switching
to standby servers in Agent Desktop
Display 1688
T
Sybase ODBC driver tabs
upgrading 653 will not load 1870
Sybase Open Client TCP/IP
installing 649, 1005 setup 639, 1001, 1298
uninstalling 1531 technical support using pcAnywhere 1798
updating driver 91 Terminal Services
updating driver for migrations 1339 creating roaming profiles 2172
updating driver for upgrades 1011 installing 633, 995
updating driver on replicating server 405 permissions 643
upgrading to v.12.5 83, 398, 1332 removing 782
verifying version installed 83, 398, 1332 testing
Symposium Call Center Server client-server communication 1845
compatibility with Contact Center Manager migration from Windows Server 2000 to
Administration 596, 597 Windows Server 2003 755
Symposium Web Client RSM service 1903
choosing web site types when third-party
installing 663, 1021 backup tools 1651
default administrator 636, 998 third-party ActiveX controls
installing with no ADAM replication 656 downloading 2167
migrating 615 third-party controls
Symposium Web Client 4.5 deleting 309
configuring 633, 995 installing on a client machines 915, 1197

list of 916 distorted web interface on client PC 1855

problems downloading 1861 downloading controls 1861
viewing the list of installed 308, 920 encrypt password for CCMA users error
third-party software message 1815
and Symposium Web Client installation exporting scheduled reports 1946
failure 445 functionality problems after changes to
Contact Center Manager Administration Contact Center Manager Server 1826
installation failure 115, 1362 general CCMA functionality problems 1870
Crystal Reports 10.0 51 general problems with CCMA
installing hot fixes 126, 1372 functionality 1870
installing on client computers 260 historical reports 1929, 1941
timing Jet Database Engine error message 1860
installing Contact Center Manager logging on to Server Utility 1820
Administration 56 migration Windows Server 2000 to Windows
installing replicating server 379 Server 2003 759
of upgrade scenarios 602 missing file extensions 1810
upgrading Symposium Web Client to Contact missing server tree icons 1873
Center Manager Administration 986 Network Consolidated Real-Time
tracing IP multicast data Displays 1925
using ICERTDTrace 1899 pop-up blockers 1857
Transform Rate 492 problems with Internet Explorer 1850
transmission methods real-time displays 1908, 1910, 1914
and Real-Time Multicast statistics 1894 Real-time Multicast Statistics
troubleshooting 1936 from the application server 1899
access problems with synchronization of user from the Contact Center Manager
reports 1935 Server 1903
Agent Desktop Display 1967, 1970 reinstalling Contact Center Manager
ASP.NET on IIS 1822 Administration 1819
CCMA functionality problems after an Simple Object Access Protocol 1884, 1958
upgrade 1800 synchronization of user reports 1938
communication problems with Contact Windows Installer error message 1812
Center Manager Server 1830 Windows Server 2003 Service Pack 2 1621
configuration tool 1958 trusted sites
Connect Login Prompt 1859 adding 1879
connection between client PC and Contact for scripting 269
Center Manager Server 1844 zone 573
connections to Contact Center Manager
Contact Center Management 1966
U
server failure 1639, 1641 unicast/multicast comparison 742
Crystal Reports 10.0 hotfix error uninstalling
message 1814 Active Directory Application Mode 1527
display problems in historical Contact Center Manager Administration 1523
reports 1943, 1953 Crystal Enterprise 10 1529
display problems with historical reports 1942 Crystal Reports 10.0 52

December 2007 Index
language packs 245, 567, 1482 user account

last service update 1599 adding IUSR_SWC 138, 1382
service updates 1607 changing password for 222, 1459
Sybase Open Client 1531 user guides
the last patch 1599 copying to application server 900
XML automated assignments feature 1528 user types
UNIX server migrating 371, 1259
setting up as a print server 507 migrating from Classic Client 977
updates using
Microsoft 1789 Microsoft remote desktop
updating DNS connection 81, 1330
configuration of the target server 718 pcAnywhere as a remote support tool 1798
configuration on Windows Server 2003 718 using Microsoft guidelines
upgrade scenarios security patches 648
about 598 utilities
timing 602 Patch Viewer 1597
upgrades running SOAPSrv 731
compared to migrations 595
upgrading
access classes and partitions 601
Agent Desktop Display 318, 928
V
from Symposium Web Client 4.5 805 VeriSign 572
Internet Explorer on client machines 266 Veritas Backup 1274, 1284, 1651, 1666
planning 598 viewing
supported paths 594 installed controls 920
Sybase ODBC driver 653 patches 1598
Sybase Open Client 83, 398, 1332 scheduled tasks in Nortel Backup and Restore
Symposium Web Client to Contact Center utility 1662
Manager Administration virtual directory
about 984 definition 2178
check source server software 994 installing Contact Center Manager
materials required 991 Administration 112
review documentation 990 setting Contact Center Manager
server compatibility 992 Administration up as 2179
target server requirements 993 versus web site type 2178
timing 986
the XML automated assignments feature 1162
XML automated assignments 892 W
URLScan
about 1777 warning message
and Windows Server 2003 1777 configuring 852
installing 1778 warning to users 160, 1398
urlscan.ini file web browser
editing 1780 configuring client 266
user web site types
default administrator 636, 998 definition 2178
in Symposium Web Client 663, 1021

versus virtual directories 2178 installing 1619

Windows 2003 Reinstalling Contact Center Manager
configuring the display 264 Administration 1620
Windows Backup tool troubleshooting 1621
using to restore data 1681 software window personalization 637, 999
Windows components TCP/IP setup 639, 1001
Terminal Services 633, 995 Terminal Services permissions 643
Terminal Services Licensing 633, 995 using clean machine 634, 996
Windows Event Viewer 1705 WINS IP addresses 640, 1002
Windows Installer Windows SNMP service
error message 1812 configuring 902
Windows Server 2000 713 Windows XP SP2
DNS server addresses 639, 1001 problems with browser on 1852
domain controllers 635, 997 WINS
installation components 1003 IP address for 640, 1002, 1299
IP addressing 639, 1001 Winzip
security policy settings 305 installing for migration of SWC 4.5 605
Windows Server 2000 to Windows Server workgroups
2003 604 about 1708
Windows Server 2003 adding Contact Center Manager
administrator password 638 Administration 1721
applying service update 669 functionality available when CCMA placed
changing computer name 638 in 1710
components 642
configuring anonymous user account 670
configuring manually 643
configuring on target server 633, 995
X
creating shared folders 643 XML automated assignments 247, 1483
domain controller 635, 997 uninstalling 1528
domain group policies 635, 997 upgrading 892, 1162
domains 640
installation
and DNS server addresses 1298
components 1297
IP addressing 1298
installation checklist 636, 998
installing 633, 995, 1294
language options 637, 998
licensing modes 637, 999
networking 643
partition guidelines 634, 996
product keys 637, 999
regional options 637, 998
reinstalling Contact Center Manager
Administration 1534
Service Pack 2 594

Reader Response Form
Product release 6.0
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Nortel Contact Center Manager Administration

Nortel Networks
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Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager Administration is proprietary to Nortel Networks. Any other use of the data and the
transmission process is a violation of the user license unless specifically authorized in writing by
Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this
process or the related hardware constitutes grounds for an immediate termination of the license and
Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: 297-2183-926

Product release: 6.0
Document release: Standard 10.15
Date: December 2007
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297-2183-926

Nortel Contact Center Manager

Product release 6.0 Standard 10.15 December 2007

Publication number 297-2183-926

Copyright © 2007 Nortel Networks. All Rights Reserved.

Part 1 Installing the Contact Center Manager

3 Install the software on the primary server 61

Installation and Maintenance Guide v

Section C: Postinstallation on the primary CCMA server 127

4 Configuring the client PC and agent workstations 259

vi Contact Center Manager Administration

5 Migrating Classic Client 329

6 How to install and configure the replicating server

Installation and Maintenance Guide vii

Step 22. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 571

Part 2 Upgrading to Contact Center Manager

8 Migrating SWC 4.5 platform from Windows 2000 to

viii Contact Center Manager Administration

Section D: Migrating and restoring the data 707

9 Upgrading from SWC 4.5 (Windows 2003) to

Installation and Maintenance Guide ix

x Contact Center Manager Administration

10 Upgrading from SWC 4.5 (Windows 2003) to

Installation and Maintenance Guide xi

Step 34. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178

11 Migrating CCMA 6.0 to a new server 1265

xii Contact Center Manager Administration

Step 10. Check the bindings order on the server . . . . . . . . . . . . . . . . . . . . 1315

Part 3 Maintaining Contact Center Manager

12 Uninstalling and reinstalling the server software 1519

Installation and Maintenance Guide xiii

Uninstalling Contact Center Manager Administration . . . . . . . . . . . . . . . . 1523

13 Applying Service Updates, Service Update Supplements,

14 Resiliency (backup, restore, and disaster recovery) 1623

xiv Contact Center Manager Administration

How to restore data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1675

15 Working with CCMA events 1691

16 Working with domains and workgroups 1707

17 Managing security 1725

Installation and Maintenance Guide xv

Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1812

xvi Contact Center Manager Administration

Section E: Simple Object Access Protocol errors 1883

Installation and Maintenance Guide xvii

Section J: Access and Partition Management 1959

A Event Codes 1973

B Change the names or IP addresses of servers 1981

C CCMA in a Citrix environment 2157

D Web site types 2177

xviii Contact Center Manager Administration

Installation and Maintenance Guide xix

xx Contact Center Manager Administration

Installation and Maintenance Guide 21

New in this release

License Manager Service

22 Contact Center Manager Administration

Windows Server 2003 Release 2

Internet Explorer 7.0

Microsoft SOAP toolkit 3.0

Installation and Maintenance Guide 23

 “Installing Simple Object Access Protocol on the Agent Desktop Display

Contact Center Manager Administration SU04

Windows Server 2003 Service Pack 2

“Installing Simple Object Access Protocol on the Agent Desktop Display

“Computer names and IP addresses” on page 26

summarized historical reports for a specific interval of time