NN44400-511 01.04 SIP Commissioning

Nortel Contact Center
SIP Commissioning
NN44400-511
Document status: Standard
Document issue: 01.04
Document date: 17 December 2009
Product release: Release 7.0
Job function: Configuration
Type: Technical document
Language type: English
Copyright © 2009 Nortel Networks.

All Rights Reserved.
While the information in this document is believed to be accurate and reliable, except as otherwise
expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT
WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information
and/or products described in this document are subject to change without notice.
Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are
trademarks of Nortel Networks.
Internet Explorer, Office Communications Server 2007, and Windows are trademarks of Microsoft
Corporation.
All other trademarks are the property of their respective owners.

Contents
New in this release 5
Features 5
Microsoft Office Communications Server 2007 5
Instant messaging and presence 5
New contact types 6
Increased capacity 6
Other changes 6
Content arrangement 6
Introduction 7
Introduction to TDM and SIP Contact Centers 7
Traditional TDM Contact Center 7
Introduction of SIP 8
SIP Contact Center 8
CDNs and SIP Route Points 10
Networking Routing Service (NRS) 10
New in this Release 10
Communication Server 1000 configuration 13

Adding SIP Endpoints for Contact Center Manager Server 17
Adding SIP Routing Entry for Contact Center Manager Server 19
Configuring the Signaling Server for SIP CTI (Remote Call Control) 20
Configuring the Call Server for SIP CTI (Remote Call Control) 21
Configuring Agent DN with SIP CTI (RCC) on the Call Server 22
Configuring Communication Server 1000 for SIP fall-back to ACD 23
Office Communications Server configuration 26

Ensuring that OCS supports TCP SIP Transport connection type 27
Adding Contact Center Manager Server as an authorized host 28
Adding a static route from OCS to Contact Center Manager Server 29
Contact Center Manager Server configuration 31

Adding the Contact Center Manager Server to Contact Center Manager
Administration 33
Adding route points for voice and instant messages 33
Adding media servers 35

SIP Commissioning
NN44400-511 01.04 Standard
Release 7.0 17 December 2009
Copyright © 2009, Nortel Networks
-4-
Contents
Adding media servers to the required services 36

Adding agents to the contact center 37
Adding a TFE script 39
Interactive Communications Portal configuration 40

Running Contact Center ICP Services.exe on the ICP server 41
Adding the license for the CCIS service 42
Adding Contact Center Manager Server as a trusted node 43
Uploading a batch zip file 44
Uploading a media file 45
Configuring ICP settings for SIP Contact Center 46
Agent configuration in Communication Control Toolkit 48

Importing Windows users into Communication Control Toolkit 49
Importing agents into Communication Control Toolkit 51
Mapping agents to Windows users 51
Contact Center Agent Desktop deployment 53

Deploying Contact Center Agent Desktop for the first time 54
Logging on to the Contact Center Agent Desktop 55
Configuring CCMM user name and password and OCS account details 56
Starting the Contact Center Agent Desktop after initial installation 57
SIP Contact Center testing 58

Verifying correct operation 58
Hotdesking configuration 59
Logging on to Virtual Office remotely 59
Logging off of Virtual Office 60

SIP Commissioning
NN44400-511 01.04 Standard
New in this release
The following sections detail what is new in Nortel Contact Center SIP
Commissioning (NN44400-511) for Release 7.0.
Navigation
• Features (page 5)
• Other changes (page 6)
Features
See the following sections for information about feature changes:
• Microsoft Office Communications Server 2007 (page 5)
• Instant messaging and presence (page 5)
• New contact types (page 6)
• Increased capacity (page 6)
Microsoft Office Communications Server 2007

Microsoft Office Communications Server (OCS) 2007 provides features such
as enterprise-wide presence, security-enhanced enterprise instant
messaging, host on-premise audio, and Voice over IP (VoIP).
Instant messaging and presence

Enterprises can use OCS 2007 to share presence information and instant
messages with partners, suppliers, customers and users on other private
enterprise networks and with public instant messaging services like MSN,
AOL, and Yahoo. The capability to exchange presence status and instant
messages (IM) with external parties is known as federation. Remote access,
federation, and public IM server connectivity all use similar access techniques.
Agents can use presence information to engage the skills of knowledge
workers in a partner enterprise and request assistance with contact center
contacts.

SIP Commissioning
NN44400-511 01.04 Standard
-6-
New in this release
New contact types

For Release 7.0, Contact Center Multimedia is part of the SIP Contact Center
solution. Contact types not available in Release 6.0 (such as outbound voice,
e-mail, and Web communications) are available for Release 7.0. However,
video is not available for Release 7.0.
Increased capacity
The following table shows the improved capacity between SIP Contact Center
Release 6.0 and 7.0.
Release 6.0 Release 7.0

Maximum configured 6000 6000
agents
Maximum active voice 500 1500
agents
Maximum voice contacts/ 18 000 30 000
hour
Maximum multimedia 0 5000
contacts/hour
Maximum multimedia 0 600
agents
Other changes
See the following sections for information about changes that are not feature-
related:
• Content arrangement (page 6)
Content arrangement
The documentation suite for Contact Center 7.0 is rearranged to fulfill the
requirements for the Nortel modular format. The content in this document is
sorted by job functions and tasks rather than by servers. Use the Nortel
Contact Center Documentation Roadmap (NN44400-113) to determine which
document to review.

SIP Commissioning
NN44400-511 01.04 Standard
Introduction
This document introduces SIP based Contact Centers and it describes the
necessary steps to configure a SIP Contact Center.
Introduction to TDM and SIP Contact Centers

The following sections describe how SIP based contact centers have evolved
from traditional TDM based contact centers. It describes the basic concepts
and components of a SIP based contact center and why SIP contact centers
no longer use a CS1000 CDN.
Traditional TDM Contact Center

Communication Server 1000 uses a Call Server (CS) to handle traditional
TDM telephony. Traditional TDM based phone sets connect directly to this Call
Server. In TDM based contact centers the Contact Center Manager Server
(CCMS) controls the Communication Server 1000 (CS1000) contact center
calls by controlling a Controlled Directory Number (CDN) on the CS1000 Call
Server. The CCMS communicates with the CS1000 Call Server using a
proprietary Nortel Application Module Link (AML) over an embedded network
(E-LAN). Each CCMS requires a dedicated Communication Server 1000 to
handle the contact center calls. Using a CCMS to control contact center calls
like this allows CCMS support skill based routing, call treatments and
reporting.

SIP Commissioning
NN44400-511 01.04 Standard
-8-
Introduction
TDM based Contact Center
Introduction of SIP
The Session Initiation Protocol (SIP) is a signalling protocol widely used for
controlling multimedia communication sessions such as voice and video calls
over Internet Protocol (IP). SIP works in the application layer of the Open
Systems Interconnection (OSI) communications model. SIP can establish
multimedia sessions or Internet telephony calls, and modify, or terminate
them. SIP is designed to be independent of the underlying transport layer. It
is a text-based protocol, incorporating many elements of the Hypertext
Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP)
allowing for direct inspection by administrators.
SIP Contact Center

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

SIP Commissioning
NN44400-511 01.04 Standard
-9-
Introduction
CCMS added a SIP Gateway Manager (SGM) component to support SIP. The
SGM is a CCMS component that communicates with the outside world using
the SIP protocol. The CCMS SGM is a standalone SIP element that can
receive and process IP calls without help from a Communication Server 1000.
The CCMS SGM is the call processor in the Contact Center.
A SIP CTI application on the SS looks like a TAPI application from a CS point
of view. The SIP CTI application acquires and controls telephone sets, and
uses a ELAN configuration in the same way as any TAPI application would.
The SIP CTI application communicates via SIP, with CSTA (TR87) on its IP
side.
SIP based Contact Center
SIP Contact Centers no longer need an ACD, CDN or ACD phones on the
Communication Server 1000. Calls can originate anywhere in the SIP
network. In smaller deployments, calls typically enter via a PRI link into the
CS1000. The CS1000 uses its DSPs to convert TDM calls into IP and
tandems these IP calls for processing to the SIP CC. When incoming PSTN
trunk calls need to be processed by the SIP contact center, the CS1000 SS

SIP Commissioning
NN44400-511 01.04 Standard
- 10 -
Introduction
converts them from TDM into IP and tandems them onto the SIP CC.
Nortel standard dialling plans are employed to incorporate the SIP CC into the
overall dialling plan setup.
CDNs and SIP Route Points

In a traditional TDM contact center, a CDN and its ACD/Agents are configured
on the Communication Server 1000 CS. When the CCMS starts up, it acquires
the CDN (and its agents) using the AML link into the CS1000.
In a SIP contact center, the CDN (called a Route Point in SIP) is no longer on
the CS1000, so there is nothing to be acquired on the Communication Server
1000. The CCMS no longer has an AML link with the CS1000 and therefore it
can not control its CDNs.
CCMS SGM emulates and controls CDNs (SIP Route Points) configured in
CCMA.
Networking Routing Service (NRS)

Networking Routing Service (NRS) is a software application. The NRS may
run on the CS1000 Signalling Server or on a standalone Commercial Off The
Shelf (COTS) server.
There are two types of NRS: SIP Redirect Server (SRS), and SIP Proxy
Server (SPS).
The NRS provides routing services to SIP compliant devices. The CS1000
needs an NRS to route calls to the SIP Contact Center. The SIP Contact
Center (CCMS SGM) may route voice calls to contact center agents via the
NRS.
New in this Release

In Release 7.0, SIP supports the following contact types:
• voice
• instant message (IM)
• multimedia (Web communications, outbound, e-mail)
SIP Contact Center is installed in an environment that supports Converged

Office. Although Converged Office is not mandatory, the Office
Communications Server and the Communication Server 1000 must be able to
support it, as SIP Contact Center employs the same interfaces, such as SIP
trunking (TCP) and SIP Computer Telephony integration (CTI) for Remote
Call Control (RCC).
This guide is presented in an order that allows the different aspects of the
solution to operate as intended.

SIP Commissioning
NN44400-511 01.04 Standard
- 11 -
Introduction
Prerequisites
• Ensure you have the most recent documentation. Documentation is
available on the Nortel Web site at www.nortel.com/support.
• Read Nortel Contact Center Fundamentals (NN44400-110).
• Read Nortel Contact Center Planning and Engineering (NN44400-210).
• Install the Office Communications Server. For more information, see your
Microsoft documentation and Nortel Contact Center SIP OCS Solution
Integration Guide (NN44400-513).
• Install and commission the following Contact Center components required
for SIP Contact Center:
— Contact Center Manager Server
— Communication Control Toolkit
— License Manager
— Server Utility
— Contact Center Manager Administration
— Contact Center Multimedia
— Interactive Communications Portal (ICP)
— Contact Center Information Services (CCIS)
For more information about installing and commissioning Contact Center
components, see Nortel Contact Center Installation (NN44400-311) and
Nortel Contact Center Commissioning (NN44400-312).

SIP Commissioning
NN44400-511 01.04 Standard
- 12 -
Introduction
Navigation
• Communication Server 1000 configuration (page 13)
• Office Communications Server configuration (page 26)
• Interactive Communications Portal configuration (page 40)
• Contact Center Manager Server configuration (page 31)
• Agent configuration in Communication Control Toolkit (page 48)
• Contact Center Agent Desktop deployment (page 53)
• SIP Contact Center testing (page 58)
• Hotdesking configuration (page 59)

SIP Commissioning
NN44400-511 01.04 Standard
Communication Server 1000
configuration
This chapter describes how to configure the Communication Server 1000
switch for a SIP contact center.
This chapter also describes how to configure the Communication Server 1000
to continue processing calls should the SIP Contact Center be taken off line
for maintenance, or in the unlikely event of an outage.
Prerequisites to Communication Server 1000 configuration

• A detailed presentation on SIP concepts and configuration on CS 1000 for
SIP/OCS Contact Center and Contact Center Express may be found with
the Contact Center Technical Documentation collection on the Nortel
Technical Support portal. See SIP Deployment and Troubleshooting on
CS 1000 for SIP/OCS Contact Center 7.1 and Contact Center Express 7.1
available in the Contact Center Technical Documentation collection on the
Technical Support portal at www.nortel.com/support.
• You should be familiar with IP Telephony, including SIP Trunking and
TR87 CTI on the Communication Server 1000.
• Engineer the Communication Server 1000 system so it is capable of
supporting SIP, in particular DSP hardware resources to support TDM/IP
transcoding. Incoming PSTN calls will require one DSP per call. Agents
with TDM sets will each require another DSP. For more information, see
Communication Server 1000M Large System Planning and Engineering -
(NN43021-220) and Communication Server 1000E Planning and
Engineering - (NN43041-220).
• Obtain suitable licenses and packages for SIP trunking, T87A Class of
Service (CLS), and SIP CTI services.
• Configure SIP trunking and SIP CTI in the same way as you configure
Converged Office. For more information, see Nortel Converged Office
Fundamentals — Microsoft Office Communications Server 2007
(NN43001-121).
• Configure a dialing plan (CDP or UDP) using Element Manager or
CS 1000 overlays required to route calls from the Communication

SIP Commissioning
NN44400-511 01.04 Standard
- 14 -
Communication Server 1000 configuration
Server 1000 towards the SIP Contact Center Manager Server. Typically,
this configuration occurs through the SIP trunk towards the Network
Routing Service (NRS). This dialing plan can already exist on your
network (you can determine this from your system diagram and the Nortel
Contact Center Installer Roadmap (NN44400-310).
Communication Server 1000 configuration procedures

This task flow shows the sequence of procedures you perform to configure the
Communication Server 1000 for a SIP-enabled contact center.
There is an optional procedure covering SIP Contact Center fall-back to

Communication Server 1000 ACD.
To link to any task, go to Communication Server 1000 configuration navigation

(page 16).

SIP Commissioning
NN44400-511 01.04 Standard
- 15 -
Communication Server 1000 configuration procedures

SIP Commissioning
NN44400-511 01.04 Standard
- 16 -
Communication Server 1000 configuration navigation

• Adding SIP Endpoints for Contact Center Manager Server (page 17)
• Adding SIP Routing Entry for Contact Center Manager Server (page 19)
• Configuring the Signaling Server for SIP CTI (Remote Call Control)
(page 20)
• Configuring the Call Server for SIP CTI (Remote Call Control) (page 21)
• Configuring Agent DN with SIP CTI (RCC) on the Call Server (page 22)
• Configuring Communication Server 1000 for SIP fall-back to ACD
(page 23)

SIP Commissioning
NN44400-511 01.04 Standard
- 17 -
Adding SIP Endpoints for Contact Center Manager Server

The Contact Center Manager Server is added as a static Endpoint to the NRS,
as dynamic Registration is not yet supported. Once added, routing entries are
also added, to enable the NRS decide, based on received REQUEST URI’s,
when to forward calls to this new Contact Center Manager Server endpoint.
Various types of Network Routing Services are available for the

Communication Server 1000, such as SIP Redirect Server (SRS) or SIP
Proxy Server (SPS).
Procedure steps
Step Action
1 Log on to Element Manager of the NRS.

2 In the navigation pane, expand the Numbering Plan option.
3 Click Endpoints, Gateway Endpoints.
4 Under Managing, click on the Standby database.
5 In the Limit results to Domain, select the appropriate domain from the All
service domains drop-down box.
L1 domains drop-down box.
This selects the domain to which the new Endpoint will be added and the
Add button is now enabled.
8 Click Add.
9 In the End point name box, type the name of the Contact Center Manager
Server.
10 Enter a Description. Enter a descriptive name for the CCMS in your
Contact Center.
11 Scroll down to find the Static endpoint address field.
12 In the Static endpoint address box, type the IP address of the Contact
Center Manager Server.
13 From the SIP support drop-down list, select Static SIP endpoint.
14 Click the SIP TCP transport enabled check box. (UDP may also be
selected. TLS is not yet supported).
15 Click Save.
16 In the left pane, click System, Database.
17 Click Cut over.

SIP Commissioning
NN44400-511 01.04 Standard
- 18 -
18 Click Commit.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 19 -
Adding SIP Routing Entry for Contact Center Manager Server

Routing entries enable the NRS decide when to forward calls to the Contact
Center Manager Server endpoint.
Procedure to add a SIP Routing Entry for Contact Center Manager Server.
Prerequisites
• Need to know the dialling plan entry.
Procedure steps
Step Action
1 Log on to Element Manager of the NRS.

2 In the navigation pane, expand the Numbering Plan option.
3 Click Routes, Gateway Endpoint.
4 Under Managing click on the Standby database.
service domains drop-down box.
8 Click Add.
9 From the DN type drop-down list, select the appropriate Dial Plan.
10 Enter the required DN prefix to integrate your Contact Center solution into
your Dial Plan.
11 Enter a Route cost to support least cost routing, usually just 1.
12 Click Save.
13 In the left pane, click System, Database.
14 Click Cut over.
15 Click Commit.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 20 -
Configuring the Signaling Server for SIP CTI (Remote Call Control)
Configure the SIP Signaling Server for SIP CTI (Remote Call Control) and
check the SIP CTI services configuration. You can use SIP CTI to control and
monitor a Communication Server 1000 DN with TR87 class of service (CLS),
specified with key 0 or 1 using the AST prompt.
Normally, you require only one association between SIP Contact Center and
the SIP CTI service for correct operation. However, if Contact Center Agent
Desktop shuts down unexpectedly, the association or SIP session may not
close correctly, leaving an un-associated session on the Signalling Server. If
the value of “Maximum Associations per DN list” is 1, the Contact Center
Agent Desktop cannot acquire the phone, as the Signalling Server is still using
the only session. If the value of “Maximum Associations per DN list” is 2,
the Contact Center Agent Desktop can reacquire the phone using the second
session. After activity is detected on the phone, the Communication Server
1000 clears the inactive SIP CTI sessions.
Prerequisites
• The Signalling Server must be reset for the following changes to take
effect.
Procedure steps
Step Action
1 Log on to Element Manager of the Signalling Server.

2 In the left pane, click System, IP Network, Nodes: Servers, Media Cards.
3 Click Edit.
4 In the right pane, expand the SIP CTI Services heading.
5 Select the Service Enabled check box.
6 Un-check the Support TLS Endpoints Only check box.
7 Under CTI Settings, from the Maximum Associations per DN list, select the
maximum number of associations for each DN. This value must be between
1 and 10. Nortel recommends that you configure this value as 2 or higher.
8 Click Save and Transfer.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 21 -
Configuring the Call Server for SIP CTI (Remote Call Control)
Configure the Call Server for SIP CTI using the following example. This
procedure uses an example from a Release 5.0 CP-PM system.
Adding a new elan and vas for SIP CTI using a Terminal.
Procedure steps
Step Action
1 >ld 17
REQ chg
TYPE adan
ADAN new elan 36 <- Must be over 35 because it is virtual
CTYP elan
DES elan
LCTL
...
ADAN DATA SAVED
ADAN
...
REQ chg
TYPE vas
VAS new
VSID 36
ELAN 36
SECU yes
INTL
MCNT
VSID
VAS
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 22 -
Configuring Agent DN with SIP CTI (RCC) on the Call Server

Use the example in the following procedure to configure agent DN with SIP
CTI on the Call Server.
This procedure uses an example from a Release 5.0 CP-PM system.
SIP CTI is used to control and monitor a CS1000 DN with T87A CLS, specified
with key 0 or 1 via the AST prompt.
Prerequisites
• Create Agent DNs with T87A class of service (CLS) and AST key.
Procedure steps
Step Action
1 Configure the Call Server as shown in the following example:
>ld 11
REQ: new
TYPE: 2004p1
TN 160 0 15 29
DES 2004p1
CUST 0
NUID
......
SFLT
CAC_MFC
CLS t87a <- Use t87a Class of Service for SIP
HUNT
SCI
PLEV
DANI
AST 1 <- May also be 0
IAPG
ITNA
MLWU_LANG
MLNG
DNDR
KEY 00 scr 50509 <- Key zero is SCR
MARP
CPND
VMB
KEY
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 23 -
Configuring Communication Server 1000 for SIP fall-back to ACD

If a SIP Contact Center needs to be taken off line for maintenance, or in the
unlikely event of an outage, it is possible to configure the Communication
Server 1000 to accommodate this and continue processing calls with reduced
functionality.
This section describes one possible Communication Server 1000
configuration to handle SIP CC outages. This suggested configuration is
based on CS1000 Night Service Call Forward (NCFW) functionality.
SIP CC Fall-back to CS1000 ACD using NSVC
Customers call a published ACD directory number (DN) or a published DN

forwarded to the ACD DN. In this example they call ACD Q1.
Normal SIP Contact Center Operation

In normal operation the Supervisor will operate this first queue (ACD Q1) in
Night Service (NSVC). Calls arriving at first ACD queue (ACD Q1) are
forwarded (using Night Service Call Forward) to the SIP Contact Center via a
SIP trunk. The SIP Contact Center processes theses calls, and presents them
to the SCR key 1 on the Agent set.
SIP Contact Center failure to CS1000 ACD

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

SIP Commissioning
NN44400-511 01.04 Standard
- 24 -
Recovery
When the SIP contact center maintenance cycle is complete or has
recovered, the Supervisor must put the first ACD queue (ACD Q1) back into
Night Service (NSVC) by pressing the NSVC key and then pressing key 6 (N)
on the Supervisor’s phone set. Customer calls are forwarded to the SIP
Contact Center again.
Limitations
• The MSB key is required to take a set out of MSB. Using the MSB key
makes both the ACD key and SCR key busy.
— The MSB key defaults to active after a Call Server init.
— MSB must be deactivated for agents to receive any calls.
• The Supervisor (with the NSVC key) must monitor the state of the SIP CC
and switch between states manually.
• There can only be one Night Service key per ACD queue
• Confusing to Agent
— In normal operation the Agents should use CCAD.
— In fall-over operation the Agents can only use the phone set.

SIP Commissioning
NN44400-511 01.04 Standard
- 25 -
Approach Outline
This is an outline of how to setup Night Service (NSVC) on an ACD queue and
how to configure the Agent keys. This is a suggested approach.
Procedure steps
Step Action
1 Add an ACD to the CS1000, 1310 is this example.
ACD QUEUE example:
• TYPE ACD
• CUST 0
• ACDN 1310 – Published number that Customers call
• ICDD NO
• NCFW 2311 – 2311 is a DSC towards SIP CC
• OVDN
• IFDN 2311
• CWNT NONE
2 Configure CS1000 Agent phone sets. The phone sets can be TDM or IP.
They can be ACD or Normal phones. Configure the Agent phone set keys
as follows.
• KEY 0 ACD 1310 4 7311 – Used for CS1000 ACD queue

• KEY 1 SCR 4311 – Used for SIP CC calls
• KEY 3 Not ready – Used with CS1000 ACD queue
• KEY 4 MSB key – Activation of MSB makes SCR key busy.
• AST 01 – SCR key used for SIP CC, Key 1
3 Configure CS1000 Supervisor phone set. The phone set can be TDM or IP.
It can be ACD or a Normal phone. Configure the Supervisor phone set keys
as follows.
Note: The Supervisor has Night Service configured on Key 2.
• KEY 0 ACD 1310 4 7310 SPV – Used for CS1000 ACD queue
• KEY 1 SCR 4310 – Used for SIP CC calls
• KEY 2 NSVC 1310 – Night Service for the ACD queue.
• KEY 3 Not ready – Used with CS1000 ACD queue
• KEY 4 MSB key – MSB makes SCR key busy
• AST 01 – SCR key used for SIP CC, Key 1
--End--

SIP Commissioning
NN44400-511 01.04 Standard
Office Communications Server
configuration
This chapter describes how to configure the Microsoft Office Communications
Server (OCS) 2007.
For OCS environments with multiple OCS Enterprise Edition pools or

Standard Edition Front End (FE) servers, you must configure these settings
for each pool or FE server. A static route configured on one pool or one FE
server is not visible to other pools or FE servers in the domain.
For federated users to access the SIP Contact Center where OCS edge
servers and OCS directors are employed, apply this configuration to the OCS
directors as well.
For nonfederated instant messaging, the static route matching URI can be any
string. For federated IM, the wildcard can only be the same as the service
domain or the domain that is federated with third-party organizations.
Prerequisites to Office Communications Server configuration

• Review Nortel Contact Center SIP OCS Solution Integration Guide
(NN44400-513).
Office Communications Server configuration procedures

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

SIP Commissioning
NN44400-511 01.04 Standard
- 27 -
Office Communications Server configuration
Office Communications Server configuration procedures
Office Communications Server configuration navigation

• Ensuring that OCS supports TCP SIP Transport connection type
(page 27)
• Adding Contact Center Manager Server as an authorized host (page 28)
• Adding a static route from OCS to Contact Center Manager Server
(page 29)
Ensuring that OCS supports TCP SIP Transport connection type

Ensure that OCS supports TCP SIP Transport connection type to enable OCS
to communicate with SIP Contact Center.
Procedure steps
Step Action
1 Open the Microsoft Office Communications Server 2007 console snap-in.

SIP Commissioning
NN44400-511 01.04 Standard
- 28 -
2 Expand the tree.

3 Click the SIP Contact Center OCS server.
4 In the Front End Server section, ensure that 5060 appears under Port and
the TCP appears under Transport.
--End--
Procedure job aid

The following figure shows an Office Communications Server configured for
TCP SIP Transport type.
OCS 2007
Adding Contact Center Manager Server as an authorized host

Add the Contact Center Manager Server as an authorized host on the Office
Communications Server to enable communication between the two.
Procedure steps
Step Action

2 Expand the tree.
3 Click the Front Ends folder.
4 Right-click the OCS server, and then select Properties.
5 On the Front End Properties dialog box, click the Host Authorization tab.

SIP Commissioning
NN44400-511 01.04 Standard
- 29 -
6 Click Add.
7 On the Add Authorized Host dialog box, select IP address and type the IP
address of the Contact Center Manager Server.
8 Under Settings, select Throttle As Server and Treat As Authenticated.
9 Click OK.
10 On the Front End Properties dialog box, click OK.
--End--
Adding a static route from OCS to Contact Center Manager Server

Add a static route from OCS to Contact Center Manager Server to enable
communication between the two servers.
When you add Contact Center Manager Server as a trusted node in an OCS
pool, add each Front End server to the trusted list as well. This is required for
instant messages that originate from Contact Center Manager Server to be
routable by the Front End servers internal to the pool.
Procedure steps
Step Action

2 Expand the tree.
3 Click the Front Ends folder.
4 Right-click the OCS server, and then select Properties.
5 On the Front Ends Properties dialog box, click the Routing tab.
6 Click Add.
7 On the Add Static Route dialog box, under Matching URI, in the Domain
box, type the name for the domain.
For nonfederated instant messaging, the static route matching URI can be
any string. For federated IM, the wildcard can be the same only as the
service domain or the domain that is federated with third-party
organizations.
8 Under Next Hop, select IP address and type the IP address of the Contact

SIP Commissioning
NN44400-511 01.04 Standard
- 30 -
9 From the Transport list, select TCP.

10 In the Port box, type the port number.
11 Click OK.
12 On the Front Ends Properties dialog box, click OK.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
Contact Center Manager Server
configuration
This chapter describes how to configure Contact Center Manager Server for
SIP. Perform these tasks using the Contact Center Manager Administrator.
Prerequisites to Contact Center Manager Server configuration

• Install Contact Center Manager Server and Contact Center Manager
Administration. For more information, see Nortel Contact Center
Installation (NN44400-311).
Contact Center Manager Server configuration procedures

configure Contact Center Manager Server. To link to any task, go to Contact
Center Manager Server configuration procedures navigation (page 32).

SIP Commissioning
NN44400-511 01.04 Standard
- 32 -
Contact Center Manager Server configuration
CCMS configuration procedures
Contact Center Manager Server configuration procedures navigation

• Adding the Contact Center Manager Server to Contact Center Manager
Administration (page 33)
• Adding route points for voice and instant messages (page 33)
• Adding media servers (page 35)
• Adding media servers to the required services (page 36)
• Adding agents to the contact center (page 37)
• Adding a TFE script (page 39)

SIP Commissioning
NN44400-511 01.04 Standard
- 33 -
Adding the Contact Center Manager Server to Contact Center

Manager Administration
Add the Contact Center Manager Server to Contact Center Administration to
enable communication within your contact center.
Procedure steps
Step Action
1 Log on to the Contact Center Manager Administrator with administrative

privileges.
2 On the Launchpad, click Configuration.
3 From the menu, choose Server, Add Server.
4 In the Server Name box, type the computer name of the Contact Center
Manager Server.
5 Press Tab.
The Contact Center Manager Server IP automatically appears in the IP
Address box.
6 In the Display Name box, type the name of the Contact Center Manager
Server as you want it to appear in the system tree of Contact Center
Administration.
The system automatically assigns a display name that is the same as the
server name. To enter a different display name, you must enter a unique
name.
7 In the Login ID box, type the Login ID for the Contact Center Manager
Server. The Login ID corresponds to a user account created using the
Contact Center Manager Server Utility.
8 In the Password box, type the password for the Contact Center Manager
Server.
9 From the Type list, select CCMS.
10 Click Submit.
--End--
Adding route points for voice and instant messages

Add route points for voice and instant message (IM) contacts

SIP Commissioning
NN44400-511 01.04 Standard
- 34 -
Procedure steps
Step Action
1 Log on to the Contact Center Manager Administrator with administrative

privileges.
3 In the left pane, click the plus (+) sign next to the SIP-enabled Contact
Center Manager Server to which you want to add the CDN.
4 Select the CDNs (Route Points) folder.
5 On the CDNs (Route Points) window, in the Name box, type the name of
the route point.
6 In the Number box, type the number for the route point.
7 In the URI box, type the value for the Uniform Resource Indicator (URI) of
the route point on the SIP server.
8 From the Call Type list, select Local.
9 Select the Acquired check box.
10 Click any other row of the table to add and acquire the CDN (Route Point).
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 35 -
Variable definitions
Variable Definition
Name Any free-form string that describes the route point, type,
or function (for example, IM_sales for an IM route point
that handles sales).
Number The number used internally by the SIP Contact Center
that is inherited from AML based CC and appears in the
TFE scripts as a CDN.
URI The URI the SIP CC accepts for processing by the SIP
CC. INVITEs received that do not match these URI are
rejected.
Nortel recommends that you use lowercase letters for
URIs.
Type Local or network. You must enable the networking option
to use the CDN (Route Point) for network calls.
Acquired Select this check box indicate to the system to acquire
and process calls using this URI.
Adding media servers

Add media servers to Contact Center Manager Server by using the Contact
Center Manager Administrator.
Procedure steps
Step Action
1 Log on to Contact Center Manager Administration with administrator

privileges.
4 From the list of configuration items for the Contact Center Manager Server,
select Media Servers.
5 On the Media Servers window, in the Server Name box, type a name for
the media server.
6 In the IP Address box, type the IP address of the media server.

SIP Commissioning
NN44400-511 01.04 Standard
- 36 -
7 In the Port Number box, type .

8 Ensure that the value for Transport is TCP.
9 Click Refresh Status.
10 On the VBScript: Save Changes message box, click Yes.
11 Repeat step 1 to step 10 for each media server to add.
--End--
Adding media servers to the required services

Add media servers to the required services to provide service. SIP Contact
Center requires the following services:
• Announcements
• Conferences
• Dialog (IVR)
Prerequisites
• Add the media servers to Contact Center Manager Server. See Adding
media servers (page 35).
Procedure steps
Step Action

privileges.
4 From the list of configuration items for the Contact Center Manager Server,
select Media Services and Routes.

SIP Commissioning
NN44400-511 01.04 Standard
- 37 -
5 Ensure that each of the following Contact Center services is associated with
at least one ICP:
• ANNC
• DIALOG
• CONF
--End--
Adding agents to the contact center

Add agents to the contact center to assign agent details and skillsets and
associate the agent with a primary supervisor.
Prerequisites
• Ensure that you have the appropriate access class to access and work in
this window. If you cannot open part of the window that you need, ask your
administrator to update the access class assigned to you. To work with all
sections of this window and to add and edit all types of users, you need
the Add/Edit/Delete Agents and Supervisors access level. For more
information, see the Contact Center Manager Administration On-line Help.
• Configure skillsets, contact types, and call presentation types in Contact
Center Manager Administration. For more information, see the Contact
Center Manager Administration On-line Help.
Procedure steps
Step Action

privileges.
2 On the Launchpad, click Contact Center Management.
3 In the left pane, click the Contact Center Manager Server to which you want
to add the agent.
4 From the menu, choose Add, Agent.
5 In the New Agent Details window, enter the following mandatory
information about the agent:
• First Name
• Last Name

SIP Commissioning
NN44400-511 01.04 Standard
- 38 -
• Login ID
• Primary Supervisor
• Call Presentation
• Threshold
• SIP URI
• SIP Terminal
6 Enter any optional information about the agent (for example, Title,
Department, or Comments).
7 If Open Queue is enabled on the Contact Center Manager Server, click the
Contact Types heading to expand the branch.
8 Select the check box beside each Contact Type to assign to the agent (for
example, Voice, IM).
Attention: Video is reserved for future use.
9 Click the Skillsets heading to expand the branch.

10 In the Skillsets area, click List All to list all skillsets configured on the
server.
11 From the Priority list for each skillset to assign to the agent, select the
priority level or select Standby to place the agent in standby mode for this
skillset.
12 If you have administrator privileges, you can add this new agent to the
partitions assigned to the agent’s supervisor (instead of doing so in Access
and Partition Management). Click the Partitions heading.
The list of partitions configured on the server appears.
13 Select the check boxes beside the partitions to which to add the new agent.

SIP Commissioning
NN44400-511 01.04 Standard
- 39 -
14 Click Submit to save your changes.
--End--
Variable definitions
Variable Definition
Call Presentation The call presentation class to assign to this agent
First Name The first name of the agent
Last Name The last name of the agent
Login ID The number that the agent enters to log on to the
phone
Primary Supervisor The agent’s supervisor
SIP Terminal The SIP address of the TR87-controlled terminal
dedicated to this agent, in the format sip:agent
DN@CS 1000 node IP address (for example:
sip:3280@47.166.107. 38)
SIP URI The agent’s SIP address as configured on the OCS
(for example, sip:johndoe@sipccocs.com)
Threshold The threshold class to assign to this agent
Adding a TFE script

Add a TFE script to provide treatment for contacts.
Procedure steps
Step Action
1 Use the Service Creation Environment (SCE) application to add a TFE

script. For more information, see Nortel Contact Center Configuration –
Service Creation Environment Application Development (NN44400-510).
--End--

SIP Commissioning
NN44400-511 01.04 Standard
Interactive Communications Portal
configuration
This chapter describes how to configure the Interactive Communications
Portal (ICP) portion of a SIP-enabled contact center.
Prerequisites for ICP configuration

• Install ICP. For more information, see Nortel Media Application Server and
Interactive Communications Portal Installation (NN44471-300).
• Obtain a SIP Contact Center 7.0 ICP license from the Keycode Retrieval
System (KRS).
ICP configuration procedures

configure the ICP. To link to any task, go to ICP configuration navigation
(page 41).

SIP Commissioning
NN44400-511 01.04 Standard
- 41 -
Interactive Communications Portal configuration
ICP configuration procedures
ICP configuration navigation

• Running Contact Center ICP Services.exe on the ICP server (page 41)
• Adding the license for the CCIS service (page 42)
• Adding Contact Center Manager Server as a trusted node (page 43)
• Uploading a batch zip file (page 44)
• Uploading a media file (page 45)
• Configuring ICP settings for SIP Contact Center (page 46)
Running Contact Center ICP Services.exe on the ICP server

Run Contact Center ICP Services.exe on the ICP server to prepare the server
for Contact Center configuration.

SIP Commissioning
NN44400-511 01.04 Standard
- 42 -
Procedure steps
Step Action
1 Insert the Contact Center DVD into the DVD drive of the ICP server.
2 If the Contact Center DVD installer main menu appears, click Cancel.
3 Browse to the CC_ICP folder.
4 Double-click Contact_Center_ICP_Services.exe.
5 On the Welcome dialog box, click Next.
6 On the License Agreement dialog box, select I accept the terms of the
license agreement.
7 Click Next.
8 On the Ready to Install the Program dialog box, click Install.
9 On the InstallShield Wizard Complete dialog box, click Finish.
--End--
Adding the license for the CCIS service

Add a license for the CCIS service to the ICP to enable the CCIS service.
Prerequisites
• Run Contact Center ICP Services. exe on the ICP server. See Running
Contact Center ICP Services.exe on the ICP server (page 41).
• Configure Element Manager. For more information, see Nortel Media
Application Server and Interactive Communications Portal Commissioning
(NN44471-301).
• Obtain a valid user name and password to access Element Manager.
Procedure steps
Step Action
1 Log on to Element Manager.

2 In the navigation pane, click Licensing, Licensing Configuration.
3 On the Licensing Configuration page, under Licensing, select the Use
License Server check box.

SIP Commissioning
NN44400-511 01.04 Standard
- 43 -
OR
Select the Use Nodal Licensing check box and skip to step 7.
4 If you selected Use License Server, in the Add License Keys box, enter
the CCIS license key.
5 Click Validate.
6 Click Save, and skip the remaining steps in this procedure.
7 If you selected Use Nodal Licensing, click Save.
8 In the navigation pane, click Licensing, Advanced Settings.
9 On the Licensing Advanced Settings page, in the License Server A
Network Address box, type the IP address of the server containing the ICP
CCIS license.
10 Click Save.
--End--
Adding Contact Center Manager Server as a trusted node

Add the Contact Center Manager Server as a trusted node to ICP using
Element Manager to allow Contact Center Manager Server to interact with the
ICP server.
Prerequisites
• Run Contact Center ICP Services. exe on the ICP server. See Running
Contact Center ICP Services.exe on the ICP server (page 41).
• Configure Element Manager. For more information, see Nortel Media
(NN44471-301).
• Obtain a valid user name and password to access Element Manager.
Procedure steps
Step Action

2 In the navigation pane, click System Configuration, Signaling, SIP.
3 Click Nodes and Routes.
4 Click the Trusted Nodes link.

SIP Commissioning
NN44400-511 01.04 Standard
- 44 -
5 Click Add.
6 On the Add SIP Trusted Node page, in the Host or Server Address box,
type the host name or IP address of the Contact Center Manager Server.
7 Click Save.
--End--
Uploading a batch zip file

Upload a batch zip file to provision media for ICP. You can then use the media
to provide call treatments, such as announcements or music-on-hold.
To provision a single media file, see Uploading a media file (page 45).
Prerequisites
• Add content namespaces. For more information, see Nortel Media
(NN44471-301).
• Create the media files for a content namespace on your local system in
the required file structure, and zip the files.
Attention: You must name the root directory the same as the content
namespace name.
Procedure steps
Step Action

2 In the navigation pane, click Tools, Media Management.
3 On the Media Management page, select the check box next to the content
namespace to which you want to add the media.
4 Click Browse.
5 On the Provision Media page, right-click the content namespace and select
Batch File Provision on the shortcut menu.
6 On the Batch File Provision dialog box, click Browse, and then navigate
to the zip file to upload.

SIP Commissioning
NN44400-511 01.04 Standard
- 45 -
7 Click Always overwrite file with the same name.

OR
Click Do not overwrite files with the same name.
8 Click Upload.
--End--
Uploading a media file

Upload a media file to provision media for the ICP. You can then use the media
to provide call treatments, such as announcements or music-on-hold.
Prerequisites
• Add content namespaces and groups. For more information, see Nortel
Media Application Server and Interactive Communications Portal
Commissioning (NN44471-301).
Procedure steps
Step Action

2 In the navigation pane, click Tools, Media Management.
3 On the Media Management page, select the check box next to the content
namespace to which you want to add media.
4 Click Browse.
5 On the Provision Media page, select the content group to which you want
to add a media file.
6 Click Add Media.
7 In the Add Media dialog box, click Browse and navigate to the media file on
the server.
8 Click Upload.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 46 -
Configuring ICP settings for SIP Contact Center

Configure the ICP settings to enable ICP to provide the optimal service for the
Contact Center application.
Procedure steps
Step Action

2 In the navigation pane, click System Configuration, Media, Media
Security.
3 On the Media Security page, from the Security Policy list, select Security
Disabled.
4 Click Save.
5 In the navigation pane, click System Configuration, Advanced Settings,
Engineering Parameters.
6 On the Engineering Parameters page, in the Number of media
processing units box, type 1500.
7 Click Save.
8 In the navigation pane, click System Configuration, Media, Video
Codecs.
9 On the Video Codecs page, remove the following codecs from the Enabled
list:
• H.263
• H.263+
• H.263++
• NNVC
10 Click Save.
11 In the navigation pane, click System Configuration, Media, Audio
Codecs.
12 On the Audio Codecs page, ensure that the codecs you want to support
appear in the Enabled list.
13 Click Save.
14 In the navigation pane, System Configuration, Media, Digit Relay
(DTMF).
15 On the Digit Relay (DTMF) page, enable RFC2833 and INFO digits.
16 Click Save.
17 In the navigation pane, click System Configuration, Media, General
Settings.

SIP Commissioning
NN44400-511 01.04 Standard
- 47 -
18 On the General Settings page, clear the QoS Monitoring check box.
19 Click Save.
20 In the navigation pane, click System Configuration, Signaling, SIP,
General Settings.
21 On the General Settings page, clear the Enforce SIP Route
Configuration check box.
22 Click Save.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
Agent configuration in Communication
Control Toolkit
This chapter describes how to configure your contact center agent in
Communication Control Toolkit.
Prerequisites for Communication Control Toolkit configuration

• Install the Contact Center software. For more information, see Nortel
Contact Center Installation (NN44400-311).
Agent configuration in Communication Control Toolkit procedures

configure contact center agents in Communication Control Toolkit. To link to
any task, go to Agent configuration in Communication Control Toolkit
navigation (page 49).

SIP Commissioning
NN44400-511 01.04 Standard
- 49 -
Agent configuration in Communication Control Toolkit
Agent configuration in CCT procedures
Agent configuration in Communication Control Toolkit navigation

• Importing Windows users into Communication Control Toolkit (page 49)
• Importing agents into Communication Control Toolkit (page 51)
• Mapping agents to Windows users (page 51)
Importing Windows users into Communication Control Toolkit

Import Windows users from the server to the Communication Control Toolkit
administration tool by using the Import Windows Users tool and configure the
resources in your contact center.
Windows users can be stand-alone (exist locally on the Communication

Control Toolkit server), or they can be part of a domain and imported from
there. As agents exist on the Active Directory domain because of their OCS
user accounts, you can import them from there.

SIP Commissioning
NN44400-511 01.04 Standard
- 50 -
Prerequisites
• Ensure that the local administrator has user access for the domain where
Communication Control Toolkit is installed to access and import domain
resources in the CCT Console.
• Know how to stop and start CCT services. For more information, see
Nortel Contact Center Commissioning (NN44400-312).
Procedure steps
Step Action
1 Log on to the Communication Control Toolkit server.

2 Click Start, All Programs, Nortel, Contact Center, Communication
Control Toolkit, CCT Console.
3 In the left pane of the CCT console, expand NCCT Admin.
4 Click Import/Export Tools.
5 In the right pane of the CCT 7.0 console, double-click Import Windows
Users.
6 In the Location box, select the domain or server on which you want to look
for Windows users.
7 In the Object Type box, select the group of users you want to display. You
can look for all users, a particular user name, a last name or a first name.
8 In the Object Name box, type the text you use in a search for Windows
users.
9 Click Find Now.
10 In the Search Results box, select the Windows users to import.
To select multiple users, press the CTRL key while you select each user. To
select all Windows users, click Add All.
11 Click Add.
12 Click Apply.
13 Click OK.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
- 51 -
Importing agents into Communication Control Toolkit

Import Contact Center users from Contact Center Manager Administration to
the Communication Control Toolkit administration tool by using the Import
Contact Center Users utility and configure the resources in your contact
center.
When an agent logs on to the Contact Center Agent Desktop or before logon
time when an agent wants to use knowledge worker CTI functions from the
Agent Desktop, CCT must be able to associate the Agent Desktop instance
with the agent’s Converged TR87 controllable desktop.
Prerequisites
• Add the agents in Contact Center Manager Administration.
Procedure steps
Step Action

3 Expand NCCT Admin.
4 In the left pane of the CCT console, click Import/Export Tools.
5 In the right pane of the CCT 7.0 console, double-click Import Contact
Center Users.
6 Select a Contact Center user from the Available Contact Center User list
and click Add
OR
Click Add All to import all available Contact Center users.
7 Click OK.
--End--
Mapping agents to Windows users

Map agents to Windows users in the Communication Control Toolkit
administrative tool to associate contact center agents with Windows users.
Usually, one Windows user is assigned to only one Contact Center user.

SIP Commissioning
NN44400-511 01.04 Standard
- 52 -
Procedure steps
Step Action

3 Expand NCCT Admin.
4 In the left pane of the CCT console, click Users.
5 Double-click the contact center user to configure.
6 Click the CC User Maps tab.
7 Select the appropriate agent from those in the Available Agents and Agent
Groups column.
8 Click Add to move the selected agents and agent groups to the Mapped
Agents and Agent Groups column.
9 Click OK.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
Contact Center Agent Desktop
deployment
This chapter describes how to install the Contact Center Agent Desktop on
client PCs and enter user credentials to connect to OCS and Communication
Control Toolkit.
Contact Center Agent Desktop deployment procedures

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

SIP Commissioning
NN44400-511 01.04 Standard
- 54 -
Contact Center Agent Desktop deployment
Contact Center Agent Desktop deployment procedures
Contact Center Agent Desktop deployment navigation

• Deploying Contact Center Agent Desktop for the first time (page 54)
• Logging on to the Contact Center Agent Desktop (page 55)
• Configuring CCMM user name and password and OCS account details
(page 56)
• Starting the Contact Center Agent Desktop after initial installation
(page 57)
Deploying Contact Center Agent Desktop for the first time

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

SIP Commissioning
NN44400-511 01.04 Standard
- 55 -
Prerequisites
• Ensure your client PCs meet all requirements as described in Nortel
Contact Center Planning and Engineering (NN44400-210).
• Know the fully qualified domain name (FQDN) of the Contact Center
Multimedia server.
• Log on to the client PC with local administrator rights. These rights are
required to install the .NET Framework and Visual C++ Runtime Library
packages.
Procedure steps
Step Action
1 On the client PC, start Internet Explorer.

2 In the address bar, type http://<ccmm_server>/agentdesktop, where
<ccmm_server> is the FQDN of the Contact Center Multimedia server.
3 On the Nortel Contact Center Agent Desktop page, click Install
Prerequisites.
4 After the installation of the prerequisites is complete, click Launch CCAD.
--End--
Logging on to the Contact Center Agent Desktop

Log on to the Contact Center Agent Desktop to connect to Communication
Control Toolkit.
Prerequisites
• Install Contact Center Agent Desktop on the client PC. See Deploying
Contact Center Agent Desktop for the first time (page 54).
Procedure steps
Step Action
1 Start the Contact Center Agent Desktop.

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

SIP Commissioning
NN44400-511 01.04 Standard
- 56 -
If the agent PC is not logged on, the CCT Connection Failure message box
appears.
2 On the CCT Connection Failure message box, click Retry.
3 On the User Credentials dialog box, in the User ID box, type the agent’s
user ID.
4 In the Password box, type the agent’s password.
5 Click OK.
--End--
Configuring CCMM user name and password and OCS account

details
Configure the CCMM user name and password and OCS account details to
enable instant messaging and presence on the Contact Center Agent
Desktop.
Prerequisites
• Log on to Contact Center Agent Desktop. See Logging on to the Contact
Center Agent Desktop (page 55).
Procedure steps
Step Action
1 On the Enter Login Details dialog box, in the Multimedia account info
section, in the ID box, type the ID for the agent as configured on the Contact
Center Multimedia server.
2 In the Password box, type the password for the agent as configured on the
Contact Center Multimedia server.
3 In the OCS section, in the Sign-in name box, type the sign-in name for the
agent.
4 In the Password box, type the password for the agent.
5 In the Domain box, type the Contact Center SIP domain (for example,
sipserver.com).
6 In the Uri box, type the SIP URI for the agent as configured in Contact
Center Manager Administration.

SIP Commissioning
NN44400-511 01.04 Standard
- 57 -
7 In the Connection Settings section, in the Server name or IP box, type the
name or IP address of the OCS.
8 In the Connect using field, select TCP.
9 Click Save this profile.
The agent is now logged on and can use the Agent Desktop toolbar to
control the phone for DN calls. After the agent clicks Not Ready, the agent
can receive contacts from Contact Center Manager Server.
--End--
Starting the Contact Center Agent Desktop after initial installation

Start the Contact Center Agent Desktop to start the toolbar, log on and receive
contacts.
Prerequisites
• Install the Contact Center Agent Desktop on the client PC. See Deploying
Contact Center Agent Desktop for the first time (page 54).
Procedure steps
Step Action
1 Click Start, All Programs, Nortel, Nortel Contact Center Agent Desktop.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
SIP Contact Center testing
This chapter describes how to test the SIP Contact Center to verify correct
operation.
Navigation
• Verifying correct operation (page 58)
Verifying correct operation

Verify correct operation to ensure your SIP Contact Center is correctly
configured.
Procedure steps
Step Action
1 Ensure an agent phone is online.

2 Log the agent on.
3 Start the Contact Center Agent Desktop.
4 Direct a voice call towards the system.
5 Ensure that the call is treated correctly as specified by the TFE script (for
example, Ringback, Music on Hold, or IVR) and that the call is routed to the
agent.
6 Direct an instant message (IM) towards the system.
7 Ensure the IM is treated correctly as specified by the TFE script (for
example, automated IM prompts, IM IVR, URL push) and is routed to the
agent.
--End--

SIP Commissioning
NN44400-511 01.04 Standard
Hotdesking configuration
This chapter provides information about configuring Virtual Office for
hotdesking.
Navigation
• Logging on to Virtual Office remotely (page 59)
• Logging off of Virtual Office (page 60)
Logging on to Virtual Office remotely

Log onto Virtual Office remotely to receive the features of your home office IT
phone.
Prerequisites
• Packages 382 and 387 must be equipped.
• The remote IP phone must have an SCPW configured in LD 11 (SCPL
must be configured in LD 15 [FFC] to enable the SCPW prompt).
• The Remote Call Server must have CLS VOUA configured in LD 11.
• The Host Call Server must have CLS VOLA configured in LD 11 (default).
• You must have working IP peer configuration and know how to dial the
remote phone from the host phone.
Procedure steps
Step Action
1 On the phone, click the Applications button.

2 From the menu, select Virtual Office.
3 At the Enter User ID prompt, enter the dialable DN of the target remote
phone.

SIP Commissioning
NN44400-511 01.04 Standard
- 60 -
Hotdesking configuration
4 At the Enter Password prompt, enter the SCPW of the target remote
phone.
If successful, the host phone resets and comes back online with the features
of the remote IP phone, including the DN, autodial numbers, feature keys,
and voice mail indication and access.
--End--
Logging off of Virtual Office

Log off of Virtual Office to remove the features transferred to the phone when
you logged on.
Procedure steps
Step Action
1 From the Options menu, select Virtual Office Logout.

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

SIP Commissioning
NN44400-511 01.04 Standard
SIP Commissioning
Copyright © 2009 Nortel Networks.
All Rights Reserved.
Publication: NN44400-511
Document status: Standard
Document issue: 01.04
Document date: 17 December 2009
Product release: Release 7.0
Job function: Configuration
Type: Technical document
Language type: English
To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback.
While the information in this document is believed to be accurate and reliable, except as otherwise expressly
agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OR
CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described
in this document are subject to change without notice.Nortel,
Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are trademarks of
Nortel Networks.
Internet Explorer, Office Communications Server 2007, and Windows are trademark of Microsoft
Corporation.
All other trademarks are the property of their respective owners.

NN44400-511 01.04 SIP Commissioning

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

NN44400-511 01.04 SIP Commissioning

Hochgeladen von

Copyright:

Verfügbare Formate

Nortel Contact Center

Copyright © 2009 Nortel Networks.

All other trademarks are the property of their respective owners.

Communication Server 1000 configuration 13

Office Communications Server configuration 26

Contact Center Manager Server configuration 31

Nortel Contact Center

Adding media servers to the required services 36

Interactive Communications Portal configuration 40

Agent configuration in Communication Control Toolkit 48

Contact Center Agent Desktop deployment 53

SIP Contact Center testing 58

Nortel Contact Center

Microsoft Office Communications Server 2007

Instant messaging and presence

Nortel Contact Center

New contact types

Release 6.0 Release 7.0

Nortel Contact Center

Introduction to TDM and SIP Contact Centers

Traditional TDM Contact Center

Nortel Contact Center

TDM based Contact Center

SIP Contact Center

Nortel Contact Center

SIP based Contact Center

Nortel Contact Center

CDNs and SIP Route Points

Networking Routing Service (NRS)

New in this Release

SIP Contact Center is installed in an environment that supports Converged

Nortel Contact Center

Nortel Contact Center

Nortel Contact Center

Prerequisites to Communication Server 1000 configuration

Nortel Contact Center

Communication Server 1000 configuration procedures

There is an optional procedure covering SIP Contact Center fall-back to

To link to any task, go to Communication Server 1000 configuration navigation

Nortel Contact Center

Communication Server 1000 configuration procedures

Nortel Contact Center

Communication Server 1000 configuration navigation

Nortel Contact Center

Adding SIP Endpoints for Contact Center Manager Server

Various types of Network Routing Services are available for the

1 Log on to Element Manager of the NRS.

Nortel Contact Center

Nortel Contact Center

Adding SIP Routing Entry for Contact Center Manager Server

1 Log on to Element Manager of the NRS.

Nortel Contact Center

1 Log on to Element Manager of the Signalling Server.

Nortel Contact Center

Nortel Contact Center

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

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

Nortel Contact Center

Configuring Communication Server 1000 for SIP fall-back to ACD

SIP CC Fall-back to CS1000 ACD using NSVC

Customers call a published ACD directory number (DN) or a published DN

Normal SIP Contact Center Operation

SIP Contact Center failure to CS1000 ACD

Nortel Contact Center