Media Application Server Installation and Configuration Guide

297-2183-227
Nortel Media Application Server

Installation and Configuration Guide for Contact Center 6.0
Standard version: CS 1000, SIP/Preliminary version: CS 2100
Product release 6.0 Standard 1.0 September 2006

Product release: 6.0

Document release: Standard 1.0
Date: September 2006
Copyright © 2006 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 Media Application
Server 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.
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Revision history
September 2006 The Standard 1.0 version of the Nortel Media Application
Server Installation and Configuration Guide for Contact
Center 6.0 is released.
Installation and Configuration Guide for Contact Center 6.0 v

Revision history Standard 1.0
vi Media Application Server

Contents
1 Getting Started 9
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
About Media Application Server and SIP Contact Center 6.0 . . . . . . . . . . . . 12
Network Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2 Installation Overview 23
Server hardware specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Capacity specifications and port usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
3 Installing and configuring the Media Application Server 31

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Step 1. Read relevant documentation before performing a new installation . 33
Step 2. Install MAS Platform software on the server . . . . . . . . . . . . . . . . . . . 34
Step 3. Install the MCS5100 MAS - Contact Center Software . . . . . . . . . . . 39
Step 4. Enter the Contact Center Application license. . . . . . . . . . . . . . . . . . . 42
Step 5. Configure Media Application Server options. . . . . . . . . . . . . . . . . . . 45
Step 6. Configure MCS5100 MAS - Contact Center Software options . . . . . 47
Step 7. Start the Media Application Server services . . . . . . . . . . . . . . . . . . . 55
4 Configuring MAS using CCMA 59

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Step 1. Configure MAS selection algorithm. . . . . . . . . . . . . . . . . . . . . . . . . . 61
Step 2. Add the Media Application Server to CCMS. . . . . . . . . . . . . . . . . . . 64
Step 3. Configure Media Services and Routes . . . . . . . . . . . . . . . . . . . . . . . . 66
Installation and Configuration Guide for Contact Center 6.0 vii

5 Creating and storing media treatments 71
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Step 1. Install client PC and DivX support. . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Step 2. Record media treatments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Step 3. Store treatments using the Contact Center Provisioning Tool . . . . . . 76
6 Maintaining the Media Application Server 85

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Determining the software versions on the MAS. . . . . . . . . . . . . . . . . . . . . . . 87
Upgrading the Media Application Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Uninstalling the Media Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Backing up the Media Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
7 Managing Security 97
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Security issues specific to Media Application Services . . . . . . . . . . . . . . . . . 99
Supported file transfer protocols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
8 Troubleshooting 105
Trace logging on the Media Application Server. . . . . . . . . . . . . . . . . . . . . . 106
Troubleshooting problems with media files . . . . . . . . . . . . . . . . . . . . . . . . . 110
Index 113
Installation and Configuration Guide for Contact Center 6.0 viii

Chapter 1
Getting Started
In this chapter
Overview 10
About Media Application Server and SIP Contact Center 6.0 12
Network Components 14
How to use this guide 16
Skills you need 17
Related documents 18
How to get help 20
Installation and Configuration Guide for Contact Center 6.0 9

Getting Started Standard 1.0
Overview
Introduction
This guide provides information and procedures to help you complete the
following tasks:
installing the Media Application Server Platform on the Media Application
Server
installing the MCS5100 Media Application Server - Contact Center
Software on the Media Application Server
configuring the MCS5100 Media Application Server - Contact Center
Software
configuring the Media Application Server on Contact Center Manager
Administration
creating and storing media treatments
10 Media Application Server

September 2006 Getting Started
Who should read this guide

This guide is intended for:
Nortel installers and distributors who are responsible for installing and
configuring Media Application Server
administrators who are responsible for monitoring and maintaining the
Media Application Server.
Access rights
This guide assumes that you have the administrator privileges and access rights
required to perform the procedures in this guide.
Licensing requirements
To complete the procedures in this guide, you require a valid license key for the
MCS5100 Media Application Server - Contact Center Software.

About Media Application Server and SIP

Contact Center 6.0
Session Initiated Protocol (SIP) is the latest development in contact center

technology. The Nortel SIP Contact Center technology enables converged voice
and multimedia services such as voice-enriched eCommerce, Web page click-to-
dial, and instant messaging with buddy lists, personalized music, and
customized video clips.
The Media Application Server is a mandatory component of the Nortel SIP

Contact Center data network. For SIP Contact Center, the Media Application
Server acts as the termination and origination point for real-time transport
protocol (RTP) streams between the customer, media treatments and agents.
To use the Media Application Server in a SIP Contact Center, you must install
the MCS5100 Media Application Server - Contact Center Software on the
Media Application Server. This application provides the following services to
the contact center contacts:
Conversation Space Service

All contact center calls are conferences anchored on this service.
Treatments Service
This service provides the tones that Contact Center Manager Server invokes
throughout the lifetime of the call (for example, ringback and busy).
Announcement Service for recorded announcements (RAN)

The announcement service can also be internationalized on the Media
Application Server using a locale header.
Announcement Service for Music

This service is used for audio files.
Interactive Voice Response (IVR) Service

This service provides prerecorded IVR announcements for use within the
contact center scripting. (for example, Play Prompt/Collect Digits.)

Multimedia Treatment Services

These are prerecorded services for Web Push and Instant Messaging (IM)
treatments. These features are added to provide advanced services in controlled
environments such as:
Internal Helpdesks where all clients are Multimedia Communications
Server (MCS) based
Kiosks where the customer interface is a Multimedia Communications
Server (MCS) client.

Network Components
Introduction
This section describes the data network components of the Nortel SIP Contact
Center.
Network Components
The following data network components are mandatory for the Nortel SIP
Contact Center:
Contact Center Manager Server

The Contact Center Manager Server controls the logic for call processing, call
treatment, call handling, call presentation, and the accumulation of data into
historical and real-time databases. Refer to the Contact Center Manager Server
Installation and Maintenance Guide for details about installing and configuring
the Contact Center Manager Server for SIP.
Contact Center Manager Administration

The Contact Center Manager Administration server is the middle layer that
communicates with the Contact Center Manager Server and makes information
available to the client machines. Refer to the Contact Center Manager
Administration Installation and Maintenance Guide for details about installing
and configuring the server software for Contact Center Manager Administration.
Communications Control Toolkit 6.0

The Communications Control Toolkit is a server and client application you use
to implement Computer Telephony Integration (CTI) for installed and browser-
based client integrations. When used with switches, the Communications
Control Toolkit facilitates the integration of contact center, direct-connect, and
non-Nortel switch solutions with third-party components including software
phones, agent telephony toolbars, or call management applications. In the SIP-
enabled Contact Center, the Communications Control Toolkit integrates the
contact center users with the SIP CTI on the CS1000 Signalling server. Refer to
the Communication Control Toolkit Installation and Maintenance Guide for
details on how to install and configure the Communication Control Toolkit.

Contact Center Agent Desktop

The Contact Center Agent Desktop is installed on the Contact Center
Multimedia server and provides a unified agent interface to handle voice, e-mail,
and web communication contacts. You can access the Contact Center Agent
Desktop by typing a URL address in Windows Explorer and Internet Explorer.
For information about installing the CCAD in a telephony based or SIP contact
center, see the Communication Control Toolkit Installation and Maintenance
Guide.
Contact Center 6.0 License Manager

License Manager provides central control and administration of application
licensing for all of the components of Contact Center - Release 6.0. Refer to the
Contact Center Manager Server Installation and Maintenance Guide for details
about installing and configuring License Manager.
Multimedia Communications Server 5100 for Enterprise (MCS5100)

and Multimedia Communications Server PC client
The MSC5100 and PC client is a multimedia platform based on Session
Initiation Protocol (SIP). The MSC5100 enables advanced IP-based capabilities,
such as multimedia (video conferencing and calling, picture caller ID);
collaboration (conferencing, white boarding, file exchange, co-Web browsing);
personalization (call screening, call logs, call management and routing - find me,
follow me); presence and instant messaging. Refer to the Multimedia
Communications Server documentation suite for details about installing and
configuring the MCS5100.

Media Application Server acts as the termination and origination point for real-
time transport protocol (RTP) streams between the customer, media treatments
and agents. This guide provides the procedures to install and configure the
Media Application Server.

How to use this guide
Introduction
This guide covers topics such as installing and configuring the Media
Application Server, backing up and restoring data, and maintaining the server.
This guide includes a detailed table of contents to help you find specific
information or procedures related to server installation and maintenance. The
“Where to start in this guide” section focuses only on the most common tasks. If
the task you want to perform is not listed here, use the table of contents to find
the information you need.
Where to start in this guide

The following table describes where to start for common procedures:
If you want to do this Start here
Install Media Application Chapter 3, “Installing and configuring the Media

Server Platform on the server Application Server.”
Install MCS5100 Media Chapter 3, “Installing and configuring the Media
Application Server - Contact Application Server.”
Center Software
Configure MCS5100 Media Chapter 3, “Installing and configuring the Media

Application Server - Contact Application Server.”
Center Software options
Configure the Media Chapter 4, “Configuring MAS using CCMA.”

Application Server on Contact
Center Manager
Administration
Create and store media Chapter 5, “Creating and storing media treatments.”
treatments

Skills you need
Introduction
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
Internet Protocols (IP)
Windows 2000
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
The Contact Center Contact Center What’s New in 297-2183-227

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

and server data (see www.nortel.com/pic)
Switch configuration SIP Contact Center Switch 297-2183-962
Configuration Guide
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 coresident server
Contact Center Manager 297-2183-213

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

Server Technical Requirements and
Guide

For information about Refer to NTP number
Contact Center Multimedia Server 297-2183-214

Technical Requirements and
Guide
Contact Center 6.0 Security Guide

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

migration, and Installation and Maintenance Guide
maintenance
Contact Center Manager 297-2183-926
Administration Installation and
Maintenance Guide
Communication Control Toolkit 297-2183-946

Installation and Maintenance Guide
Contact Center Multimedia 297-2183-929

Installation and Maintenance Guide
Scripting Contact Center – Manager Scripting 297-2183-930
Guide for Communication Server
1000/Meridian 1 PBX
Administering contact Contact Center – Manager 297-2183-927

centers Administrator’s Guide

How to get help
This section explains how to get help for Nortel products and services. However,
before contacting Nortel for support, consult Chapter 8, “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 http://
www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation

located at http://www.nortel.com/helmsman.
Getting help from the Nortel web site

The best way to get technical support for Nortel products is the Nortel 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 web site below to obtain the phone number for
your region:
http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code

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

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


Chapter 2
Installation Overview
In this chapter
Server hardware specifications 24
Server software requirements 25
Capacity specifications and port usage 26
What you need 28
Before you begin 30

Installation Overview Standard 1.0
Server hardware specifications
Introduction
The Media Application Server is a hardware and software solution. When you
purchase the Media Application Server, you receive an IBM x336 server with an
Windows 2000 operating system image preinstalled. The required software for
using the Media Application Server in a SIP Contact Center are provided on the
Media Application Server Platform CD and the Contact Center 6.0 installation
DVD. The required software must be installed on the Media Application Server
using the procedures in this guide.
Hardware specifications
The following table lists the specifications of the IBM x336 server.
IBM x336 server
CPU 2x 3.6 Ghz
Hyperthreading Disabled
Chipset 800 Mhz FSB
RAM 1GB
Hard drive 73GB 10k rpm SCSI
Optical drive CD-RW/DVD-Rom

Floppy drive None
Power supply Dual A/C
Network 2x 10/100/1000 Mbps Ethernet
For more detailed information about the hardware specifications and hardware
installation procedures for th x336 server, consult the IBM xSeries 336
Installation Guide that is shipped with the server.

September 2006 Installation Overview
Server software requirements
Introduction
The Media Application Server is shipped with the required Windows 2000
operating system image preinstalled.
Software requirements
In addition to the Media Application Server with the required operating system
image preinstalled, you require the following software applications installed on
the server:
Media Application Server Platform software
MCS5100 Media Application Server - Contact Center Software
To record custom media treatments, you require audio and video recording/
editing software. Nortel recommends Nortel Media Processing Server Studio for
audio recording. Alternatively, you can use a third party audio and video
recording/ editing software.

Capacity specifications and port usage
Introduction
Each Media Application Server has capacity specifications that you must take
into consideration when planning the number of Media Application Servers
required for your SIP Contact Center network.
This section details he capacity specifications for each Media Application

Server.
Capacity specifications
The following specifications are for one Media Application Server:
Agent to Customer Conference

protocols Capacity
G.711, 20ms ptime 350 ports

Note: This supports 175 agents.
G.729, 20ms ptime 220 ports

Note: This supports 110 agents.
Audio Tones, Music,

Announcements Capacity
Maximum number of conference 500 channels

channels
Note: Does not include video support
(for any codec) impacts
Maximum busy hour call attempts 14,400 calls per hour (or 4 calls per
(for any codec) second) can be established and
disconnected to one Media
Application Server

Audio Tones, Music,

Announcements Capacity
Music on hold recordable hours 332 hours or 20 GB

Announcements recordable hours 332 hours or 20 GB
Port Usage
The SIP-UDP Port number of the SIP-CCMS and the SIP port number of the
Media Application Server is 5060 by default. Nortel recommends that you do
not change the default port settings.
To connect to the network, use Ethernet port 1 on the Media Application Server.

What you need
Equipment, software and licensing

To complete the procedures in this guide, you must have the following:
a preconfigured IBM x336 server purchased from Nortel
the Media Application Server Platform CD
the MCS5100 Media Application Server - Contact Center Software
(located on the Contact Center 6.0 installation DVD)
a license file for the desired functionality
Note: To record custom media treatments, you require audio and video
recording/ editing software. Nortel recommends Nortel Media Processing Server
Studio for audio recording. Alternatively, you can use a third party audio and
video recording/ editing software.
Information checklist
You require the following information to complete the Media Application Server
installation and configuration procedures:
Item Enter your information here
IP address of the SIP-CCMS
Default SIP-UDP Port number of the SIP- 5060

CCMS
MCS5100 Media Application Server - Note: This is provided by Nortel or your

Contact Center Software license key distributor.
the name of the Media Application Server
the IP address of the Media Application

Server
Default SIP port number of the Media 5060

Application Server

Item Enter your information here
the domain name specified in the SIP-

CCMS Configuration utility

Before you begin
Before you begin the installation of the Media Application Server, you must
complete the following steps:
1. Install and configure Contact Center Manager Server for SIP. For details
about how to install and configure Contact Center Manager Server for SIP,
refer to the Contact Center Manager Server Installation and Maintenance
Guide.
2. Install and configure Contact Center Manager Administration. For details
about how to install and configure Contact Center Manager Administration,
consult the Contact Center Manager Administration Installation and
Maintenance Guide.
3. Install the IBM x336 server hardware according to the procedures
documented in the IBM xSeries 336 Installation Guide that is shipped with
the Media Application Server.
4. Install and configure the Multimedia Communications Server 5100 for
Enterprise (MCS5100). For details on installing and configuring the
MCS5100, consult the Multimedia Communications Server documentation
suite.

Chapter 3
Installing and configuring the Media

Application Server
In this chapter
Overview 32
Step 1. Read relevant documentation before performing a new installation 33
Step 2. Install MAS Platform software on the server 34
Step 3. Install the MCS5100 MAS - Contact Center Software 39
Step 4. Enter the Contact Center Application license 42
Step 5. Configure Media Application Server options 45
Step 6. Configure MCS5100 MAS - Contact Center Software options 47
Step 7. Start the Media Application Server services 55

Installing and configuring the Media Application Server Standard 1.0
Overview
This chapter contains the procedures for the following tasks:

1. Installing the Media Application Server Platform
2. Installing the MCS5100 Media Application Server - Contact Center
Software
3. Configuring the MCS5100 Media Application Server - Contact Center
Software

September 2006 Installing and configuring the Media Application Server
Step 1. Read relevant documentation before

performing a new installation
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 MAS Platform software on the

server
To install MAS Platform on the server

1 Insert the Media Application Server Platform CD into the drive.
2 Launch the Media Application Server Platform installation wizard by
double-clicking the following file:
MAS_Platform_9.X.XXX.exe
Result: The system prepares to install the software, followed by the
InstallShield Welcome Screen.

3 Click Next.
Result: The License Agreement page appears.
4 Read the license agreement and click I accept the terms of the license
agreement.
5 Click Next.
Result: The Network Information window appears.

6 In the IP Addresses and Ports box, enter the IP address and SIP UDP
Port of the SIP Contact Center Manager Server.
Example: 10.10.10.12:5060
Note: Only one Contact Center Manager Server can be associated with
one Media Application Server.
7 Click Next.
Result: The Primary Destination folder window appears.

8 If you want to change the default destination folder, click Change. If you
want to accept the default destination folder, click Next.
Result: The Content Storage Destination folder appears.
9 If you want to change the default destination folder, click Change. If you
want to accept the default destination folder, click Next.
Result: The Ready to install window appears.

10 Click Install.
Result: The system installs the software and the InstallShield Wizard
Completed windows appears.
11 Click Finish.
Result: The system prompts you to restart the system for the configuration
changes to take effect.
12 Click Yes.
Result: The system restarts and the new configuration settings take effect.

Step 3. Install the MCS5100 MAS - Contact

Center Software
To install the MCS5100 Media Application Server - Contact Center

Software
Notes:
Before completing this procedure, you must install the MAS Platform
software. For details about installing MAS Platform, see “Step 2. Install
MAS Platform software on the server,” on page 34.
Nortel recommends that you check www.nortel.com/espl for more recent
versions of the MCS5100 MAS - Contact Center software that may have
been released since the release of the Contact Center 6.0 installation DVD.
1 Insert the Contact Center 6.0 installation DVD into the drive.
2 In Windows Explorer, browse to the CC_MAS_App folder of the installation
DVD.
3 In CC_MAS_App folder, double-click setup.exe.
Result: The system prepares to install the software, followed by the
InstallShield Welcome Screen.

4 Click Next.
Result: The License Agreement window appears.
5 Read the license agreement and click I accept the terms of the license
agreement.
6 Click Next.
Result: The Ready to Install the program window appears.

7 Click Install.
Result: The system installs the software followed by the InstallShield
Wizard Completed window.
8 Click Finish.
9 Close all windows to complete the procedure.

Step 4. Enter the Contact Center Application

license
Introduction
Before you can use the Media Application Server, you must enter a valid license
key. Obtain the license key from Nortel or from your distributor upon purchase.
To enter the Contact Center Application license

1 On the Media Application Server, click Start > Programs > Nortel
Networks Media Server > Media Application Server Console.
Result: The Media Application Server Console appears.
2 In the left pane, click the plus (+) sign next to Services.
Result: The Services folder expands.

3 In the Services folder, click the plus (+) sign next to System.
Result: The System folder expands.
4 Click the Configuration folder.
Result: A list of Configuration properties appears in the right pane.

5 In the Property list, double-click License Key.

Result: The License Key properties window appears.
6 In the Value box, enter your valid license key.

7 Click OK.
Result: The License Key Properties window disappears.

Step 5. Configure Media Application Server

options
Introduction
On the Media Application Server, you must configure the following options as
described below:
Active Speaker Video Mode = NO
Video Lock On First Party = NO
To configure Media Application Server options


3 In the Services folder, click the plus (+) sign next to System.
Result: The System folder expands.
Result: A list of Configuration properties appears in the right pane.
5 In the Property list, set the value of Active Video Speaker Mode to No.
6 In the Property list, set the value of Video Lock on First Party to No.

Step 6. Configure MCS5100 MAS - Contact

Center Software options
Introduction
The Contact Center Application for Media Application Server includes five
options that you can configure on the server. You can configure these options
before or after using the Contact Center provisioning tool to provision the media
files. If you do not configure these options, the Media Application Server retains
the default values. For details about configuring or changing this options, refer
to “To configure Contact Center application services,” on page 49.
The five options are:

1. Barge in Tone
The Barge in Tone option provides you with the option to play a tone when
supervisors join an agent call. By default, the Barge in Tone option is
enabled (that is, the default value is set to YES).
2. Default Announcement
The Default Announcement option identifies a default announcement file
that plays when a Contact Center script terminates unexpectedly. By
default, the Default Announcement option is disabled (that is, there is no
value entered in the Default Announcement option).
3. Default Locale
The Default Locale option sets the default locale to be used to play the
treatments or announcements. By default, the Default Locale option is set
to English (that is, the locale value is set to en_us).

4. Observation Timer/ Observation Tone

The Observation Timer/ Observation Tone option provides you with the
option to play a tone and specified intervals when supervisors are observing
an agent call. By default, the Observation Tone option is enabled, and the
interval between tones is set to 5001 milliseconds.
5. Video enabled
The Video enabled option provides you with the option to allow video
announcements or video IVR treatments. By default, the Video enabled
option is disabled (that is, the default value is set to NO).
Note: Your Media Application Server licence key must include licensing for
video to enable the video option.
Use the Configuration service on the Media Application Server console to

configure the features according to the needs of your contact center.

To configure Contact Center application services

3 In the Services folder, click the plus (+) sign next to Contact Center.
Result: The Contact Center folder expands.


Result: A list of features appears in the right pane.
5 In the right pane, double-click Barge In Tone (YES/NO).

Result: The Barge In Tone Properties window appears.

6 If you want a tone to play immediately before a Supervisor barges in to a

call, type Yes is the Value box.
or
If you do not want a tone to play immediately before a Supervisor barges in
to a call, type No in the Value box.
7 Click Apply.
8 Click OK.
Result: The list of features reappears in the right pane.
9 In the right pane, double-click Default Announcement.
Result: The Default Announcement Properties window appears.
10 If you want to use the Default Announcement feature, type the name of
default media to be played by the Announcement service in the Value box
(for example, welcome.wav) and click Apply, and then OK.
or
If you do not want to use the Default Announcement feature, click OK.

11 In the right pane, double-click Default Locale.

Result: The Default Locale Properties window appears.
12 If you want to use the Default Locale feature, enter the locale in the Value
box (for example, en_us) and click Apply, and then OK.
or
If you do not want to use the Default Locale feature, click OK.
13 In the right pane, double-click Observation Timer (ms).
Result: The Observation Timer Properties window appears.
14 If you want to use the Observation Tone feature, enter the interval (in
milliseconds) for the periodic observation tone in the Value box and click
Apply, and then OK.

or
If you do not want to use the Observation Tone feature, click OK.
15 In the right pane, double-click Observation Tone (YES/NO).
Result: The Observation Tone Properties window appears.
16 If you want to enable the Observation Tone feature, type Yes in the Value
box and click Apply, then OK.
or
If you do not want to enable the Observation Tone feature, click OK.

17 In the right pane, double-click Video Enabled (YES/NO).

Result: The Video Enabled Properties window appears.
18 If you want to enable video announcements or video IVR treatments, type

Yes in the Value box and click Apply.
or
If you do not want to enable video announcements or video IVR treatments,
type No in the Value box.
Note: Your Media Application Server licence key must include licensing for
video to enable the video option.
19 Click OK.

Step 7. Start the Media Application Server

services
Introduction
For your new Media Application Services configuration to take effect, you must
start the services.
To start Media Application Server services

2 In the left pane, right-click Control Panel.

Result: The Control Panel menu appears.

3 From the Control Panel menu, select View System Components.

Result: The System Components are listed in the right pane. All
components have an icon with a red X.
4 In the left pane, right-click Control Panel.

Result: The Control Panel menu appears.

5 From the Control Panel menu, click Operations > Start.

Note: If you started the services previously, click Operations > Restart.
Result: The system starts the services. When all services are successfully
started, the icons next to the components in the right pane changes to
green.
Note: If any of the services do not start, take note of the name of the
service that does not start. Follow the instructions in “To enable trace
logging on the Media Application Server,” on page 107 to enable trace
logging for that service. If you are unable to resolve the problem, contact
Nortel Technical Support.


Chapter 4
Configuring MAS using CCMA
In this chapter
Overview 60
Step 1. Configure MAS selection algorithm 61
Step 2. Add the Media Application Server to CCMS 64
Step 3. Configure Media Services and Routes 66

Configuring MAS using CCMA Standard 1.0
Overview
Before you can use a newly installed Media Application Server, you must use
Contact Center Manager Administration to configure the new Media
Application Server.
To configure the Media Application Server in Contact Center Manager

Administration, you must complete three tasks:
1. Select the Media Application Server algorithm.
2. Add the new Media Application Server to Contact Center Manager Server
using Contact Center Manager Administration.
3. Associate applicable Media Services with the new Media Application
Server.
This section documents detailed procedures for each of these configuration tasks
using Contact Center Manager Administration.

September 2006 Configuring MAS using CCMA
Step 1. Configure MAS selection algorithm
Introduction
This step is only required if you have more than one Media Application Server
in your SIP Contact Center network. If you only have one Media Application
Server, you can skip this step and proceed directly to “Step 2. Add the Media
Application Server to CCMS,” on page 64.
In this step, you must select the algorithm that determines the next Media
Application Server to handle a treatment request from a Contact Center Manager
Server script.
To configure Media Application Server selection algorithm

1 Log on to Contact Center Manager Administration with administrator
privileges.
2 From the Contact Center Manager Administration Launchpad, select
Configuration.
Result: The Configuration window appears.
3 In the left pane, click the plus (+) sign next to the Contact Center Manager
Server.
Result: The Configuration options for the Contact Center Manager Server
appear below the server name.

4 From the list Configuration options for the Contact Center Manager Server,
click Global Settings.
Result: The Global Settings window appears.
5 In the Agent Order Preference box, select your desired preference for call
distribution to agents from the drop-down menu.
Note:
Choose Longest total time in idle state since login if you want calls to be
presented to the agent who has accumulated the most idle time since
logging on.
Choose Longest time in idle state since the last status change if you
want calls to be presented to the agent who has accumulated the most idle
time since his or her status change.
Choose Longest total time since last CDN/ACD call if you want calls to
be presented to the agent with the longest elapsed time since handling a
CDN/ACD call.
6 In the Selection Algorithm box, select Linear or Round Robin.
Note: If you select Linear, all treatment requests are directed to the same
Media Application Server until capacity is reached. If you select Round
Robin, treatment requests are balanced across all Media Application
Servers.

7 Click Submit.
Result: Text appears in the lower portion of the window, indicating the
global settings are updated successfully.

Step 2. Add the Media Application Server to

CCMS
To add the Media Application Server to Contact Center Manager

Server using Contact Center Manager Administration
privileges.
Configuration.
Server.
click Media Servers.
Result: The Media Servers window appears.
5 In the Server Name box, type the name of the Media Application Server.

6 In the IP Address box, type the IP address of the Media Application

Server.
7 In the Port Number box, type 5060 in the SIP port number of the Media
Application Server.
8 Ensure that the Transport box is set to UDP.
9 Ensure that a checkbox appears in the Enable box.
10 Click Refresh Status.

Step 3. Configure Media Services and Routes
Introduction
After you add the Media Application Server to Contact Center Manager Server
using Contact Center Manager Administration, you must define the services and
routes associated with the Media Application Server, and the priority of the
recently added Media Application Server in relation to other Media Application
Servers in the network.
Nortel provides three preconfigured services that are mandatory for the Media
Application Server. These services are SIP addresses that are configured on the
Contact Center Manager Server. For further details about configuring the SIP
addresses for the preconfigured services, consult the Contact Center Manager
Server Installation and Maintenance Guide.
The preconfigured services on the Media Application Server are:
Conference Service (CONF)

This service is an ad-hoc conference with contact center specializations such as:
ability to selectively mute and unmute to support supervisor features such
as Barge in Tone and Observe
ability to transfer Dual Tone Multi Frequency (DTMF) digits across the
conference from the customer to the IVR service
ability to identify when a supervisor has joined a call
Announcements Service (ANNC)

This service provides the ability to invoke tones, music, and recorded
announcements (RAN). These services are invoked by scripting commands such
as GIVE RAN, GIVE MUSIC, GIVE RINGBACK and so on. For details about
invoking the announcements service using scripting, consult the Scripting
Guide.
Dialog Service (DIALOG)

The Dialog service supports advanced media treatments including:

Interactive Voice Response (IVR) features such as Play Prompt and Collect
Digit and Play Prompt)
Send Instant Message (IM) and Web Push
Estimated Wait Time and Time in Queue announcements
The Dialog service is invoked use the GIVE IVR scripting command. For details
about invoking the Dialog service using scripting, consult the Scripting Guide.
To configure Media Services Assignment

Note: You must associate at least one Media Application Server with each of the
pre-configured services. Services are enabled by keycode on the Media
Application Server during the installation.
privileges.
Configuration.
Server.

click Media Services and Routes.
Result: The Media Services and Routes window appears.
5 In the Service Name box, select ANNC.

6 Ensure that the checkbox next to Use Proxy Server is cleared.
7 From the Available box, select the Media Application Server that you want
associated with the Announcements service.
8 Use the arrow key to move the selected Media Application Server to the
Selected box.
9 Repeat steps 6 - 8 for each Media Application Server that you want to
associate with the Announcements service.
10 Use the Rank arrow buttons to list the selected Media Application Servers
in order or priority.
11 Click Submit.
12 In the Service Name box, select DIALOG.
associated with the Dialog service.

Selected box.
associate with the Dialog service.
18 Click Submit.
19 In the Service Name box, select CONF.
associated with the Conference service.
Selected box.
associate with the Conference service.
25 Click Submit.


Chapter 5
Creating and storing media

treatments
In this chapter
Overview 72
Step 1. Install client PC and DivX support 73
Step 2. Record media treatments 74
Step 3. Store treatments using the Contact Center Provisioning Tool 76

Creating and storing media treatments Standard 1.0
Overview
This chapter explains how to record media treatments and store media
treatments on the Media Application Server using the Contact Center
Provisioning Tool.

September 2006 Creating and storing media treatments
Step 1. Install client PC and DivX support
To deploy a video clip on the Media Application Server, the video clip must be
compressed using the DivX codec.
The Nortel Media Application Server supports DivX version 4.12.
Contact Nortel Technical Support to acquire the correct supported version.

Step 2. Record media treatments
Introduction
To create your custom audio or video media treatments, you must use audio and
video recording/ editing software that is installed on your client PC. Examples of
such software include:
For video
VirtualDub
www.sourceforge.net
Multiquence
www.goldwave.com
For audio
Nortel Media Processing Server Studio (recommended by Nortel)
www.nortel.com
Goldwave
www.goldwave.com
Audacity
www.audacity.sourceforge.net/

File specifications
The following table details the file specifications for audio and video media
treatments that are required for the Media Application Server.
Audio Video
Compression format Linear 16 Bit PCM DivX 320x240
File format .wav (8 KHz) .avi only
Mono/Stereo mono recordings N/A
none DivX codec must be

Prerequisites installed
For details about how to record media treatments in audio format, consult the
documentation for your audio editing and recording software.
For details about how to record media treatments in video format, consult the
documentation for your video editing and recording software.

Step 3. Store treatments using the Contact

Center Provisioning Tool
Introduction
The Contact Center Provisioning Tool is installed as part of the MCS5100
Media Application Server - Contact Center Software installation.
Use the Contact Center Provisioning Tool to upload media treatments such as
announcements, music, and video to the Media Application Server.
To upload the media treatments you must:

1. Create the appropriate file structure on the Media Application Server using
the Contact Center Provisioning Tool commands.
2. Upload the media files to the Media Application Server using Contact
Center Provisioning Tool commands.
Note: Before you begin the procedures in this section, copy all your media
treatments to a folder on the hard drive of the Media Application Server.
You have the option of creating the file structure and uploading media files
using individual Contact Center Provisioning Tool commands, or you can use
the batch file command. The batch file command is useful if you need to create
the same file structure on multiple Media Application Servers, or if you want to
plan your file structure in advance. For details, see “Using the batch file
command,” on page 80.

Creating the file structure on the Media Application Server

For each domain, you must create storage areas on the Media Application Server
for locales (language types), music genres, and video.
The following is a sample organizational structure of a Media Application

Server:
To add a domain to the Media Application Server

1 On the Media Application Server, click Start > Run.
2 In the Open box, type cmd.
3 Click OK.
4 At the command prompt, navigate to the Contact Center Prov folder of the
Media Application Server installation directory.
Note: The default directory is <install directory>:\Program Files\Nortel
Networks\MAS\tools\ContactCenterProv

5 At the command prompt, type ccprov add_domain <domain name>.

Note: The <domain name> is the domain specified in the SIP Contact
Center Manager Server Configuration utility.
Result: The system creates the domain and informs you when done.
To add a locale to the Media Application Server

3 Click OK.
5 At the command prompt, type ccprov add_locale <domain name>
<locale name>.
Result: The system creates the locales folder and informs you when done.
6 Repeat steps 1 - 5 for each language type that requires a locales folder.
To add a music genre type or video type name to the Media

Application Server
3 Click OK.
5 At the command prompt, type ccprov add_music <domain name>
<music genre name or video type name>.
Result: The system creates the music genre or video type and informs you
when done.
6 Repeat steps 1 - 5 for every music genre or video type required.

Adding your custom media treatments to the Media Application

Server
You must upload custom media announcements files to the appropriate locale on
the Media Application Server (that is, all announcements of the same language
are stored in the same locale).
You must upload music files to the appropriate music genre type storage area on
the Media Application Server.
The following procedures detail how to upload individual media treatment files
to the Media Application Server.
To add a media announcement file to the Media Application Server

Before you begin this procedure, you must:
create the file structure on the Media Application Server. For details, see
“Creating the file structure on the Media Application Server,” on page 77.
copy all your media treatments to a folder on the hard drive of the Media
Application Server. Do not copy media treatments to a folder on a shared
drive.
3 Click OK.
Networks\MAS\tools\Contact Center Prov
5 At the command prompt, type ccprov upload_locale_media <domain
name> <locale name> <media filename including the directory path>.
Note: Ensure that you store media announcements in the appropriate
locales folder. For example, English announcements must be stored in the
language folder eng_us.
Example: ccprov upload_locale_media cc.nortel.com eng_us
c:\mediafiles\englishwelcome.wav
Result: The system loads the media announcement file to the appropriate
folder and informs you when done.

6 Repeat steps 1 - 5 for every media announcement file.
To add a music file or video file to the Media Application Server

3 Click OK.
5 At the command prompt, type ccprov upload_music_media <domain
name> <music genre name or video type name> < media filename
including the directory path>.
Note: Ensure that you upload music files to the appropriate music genre
and video files to the appropriate video type. For example, rock music files
must be stored in the rock folder.
Example: ccprov upload_music_media cc.nortel.com rock
c:\mediafiles\rock1.wav
Result: The system loads the music or video file to the appropriate music
genre or video type and informs you when done.
6 Repeat steps 1 - 5 for every music file or video file.
Using the batch file command

If you need to create the same file structure on multiple Media Application
Servers, or if you want to plan your file structure in advance, you can use the
Contact Center Provisioning Tool batch file command to save time creating file
structures.
To use the batch file command

1 Using a text editor program on the Media Application Server (for example,
Notepad), create a text file with all the Contact Center Provisioning Tool
commands required for your file structure on the Media Application Server.
Example: An example of a batch file follows:
add_domain cc.nortel.com

add_music cc.nortel.com pop
upload_music_media cc.nortel.com pop

c:\mediafiles\pop01.wav
upload_music_media cc.nortel.com pop

c:\mediafiles\pop02.wav
add_music cc.nortel.com folk
upload_music_media cc.nortel.com folk

c:\mediafiles\folk01.wav
upload_music_media cc.nortel.com folk

c:\mediafiles\folk02.wav
add_music cc.nortel.com jazz
upload_music_media cc.nortel.com jazz

c:\mediafiles\jazz01.wav
add_music cc.nortel.com rock
upload_music_media cc.nortel.com rock

c:\mediafiles\SRV2.wav
add_music cc.nortel.com classical
upload_music_media cc.nortel.com classical

c:mediafiles\HolstJupiter.wav
add_music cc.nortel.com country
upload_music_media cc.nortel.com country

c:\mediafiles\country02.wav
add_music cc.nortel.com voh
upload_music_media cc.nortel.com c:\mediafiles\voh

movietrailer.avi
add_locale cc.nortel.com en_us
upload_locale_media cc.nortel.com en_us

c:\mediafiles\cc_rannc0.wav



2 Save and copy the text file to the hard drive of the Media Application
Server.
5 Click OK.
7 At the command prompt, type ccprov batch <batch filename including
the directory path>.
Example: ccprov batch c:\batchfiles\batch1.txt
Result: The system loads the batch file and informs you when done.
Maintaining the content storage area

In addition to adding folders and uploading files, you can use the Contact Center
Provisioning Tool commands to list, delete, and rename media files or folders in
the content storage area.
The following table lists the Contact Center Provisioning tool commands used to
create and maintain the Media Application Server storage area:
Contact Center Provisioning tool

command Use this command to
ccprov list_domains list all domains on the Media

Application Server
ccprov add_domain add a domain to the Media
Application Server
ccprov delete_domain delete a domain from the Media
Application Server


ccprov list_locales <domain name> list all locales on the Media

Application Server
ccprov add_locale <domain name> add a locale to a domain on the Media
<locale name> Application Server
ccprov delete_locale <domain name> delete a locale from a domain on the
<locale name> Media Application Server
ccprov rename_locale <domain name> to change the name of an existing
<old locale name> <new locale name> locale
ccprov list_locale_media <domain list the media files that are uploaded
name> <locale name> to a specific locale on the Media
Application Server
ccprov upload_locale_media <domain upload media files from the hard
name> <locale name> <media filename drive to a specific locale on the Media
including directory path> Application Server
ccprov delete_locale_media <domain delete a media file from a specific
name> <locale name> <media locale on the Media Application
filename> Server
ccprov list_music <domain name> list all music genres or video types in
a specific domain on the Media
Application Server
ccprov add_music <domain name> add a music genre or video type name
<music genre name or video type to a specific domain on the Media
name> Application Server
ccprov delete_music <domain name> delete a music genre name or video
<music genre name or video type type name from a specific domain on
name> the Media Application Server


ccprov rename_music <domain name> change a music genre name or video

<old music genre name or video type type name on the Media Application
name> <new music genre name or Server
video type name>
ccprov list_music_media <domain list all media files stored in a specific

name> <music genre name or video music genre or video type on the
type name> Media Application Server
ccprov upload_music_media <domain upload media files from the hard
name> <music genre name or video drive to a specific music genre or
type name> <media filename including video type on the Media Application
directory path> Server
ccprov delete_music_media <domain delete a media file from a specific
name> <music genre or video type music genre or video type on the
name> <media filename> Media Application Server
ccprov batch <batch filename including use a batch file of commands to
directory path> create the content storage structure on
the Media Application Server

Chapter 6
Maintaining the Media Application

Server
In this chapter
Overview 86
Determining the software versions on the MAS 87
2In the Open: field, type regedit to open the registry. 87
Uninstalling the Media Application Server 90
Backing up the Media Application Server 94

Maintaining the Media Application Server Standard 1.0
Overview
This chapter provides information about the following maintenance tasks on the
Media Application Server:
determining the software versions that are installed on the Media
Application Server
upgrading the Media Application Server Platform or the MCS5100 Media
Application Server - Contact Center Software
uninstalling the MCS5100 Media Application Server - Contact Center
Software
uninstalling the Media Applications Server Platform
deleting all provisioned files and the file structure on the Media Application
Server
backing up the Media Application Server

September 2006 Maintaining the Media Application Server
Determining the software versions on the MAS
To determine software versions of the Media Application Server Platform and

the MCS5100 Media Application Server - Contact Center Software that are
installed on your Media Application Server, complete the steps in the following
procedure.
To determine the software versions on the MAS

2 In the Open: field, type regedit to open the registry.
Result: The Registry Editor opens.
3 In the left pane of the Registry Editor, browse to the registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel Networks\Version

4 Click the Version registry key.

Result: A list of the Nortel software installed on the Media Application
Server appears in the right pane. The version numbers of the software are
in the Data column.

Upgrading the Media Application Server
When a new version of the Media Application Server Platform becomes

available, you must uninstall the current versions of the MCS5100 Media
Application Server - Contact Center Software and the Media Application Server
Platform and perform a new installation of the new version of the media
Application Server Platform software, and then reinstall the MCS5100 Media
Application Server - Contact Center Software.
When a new version of the MCS5100 Media Application Server - Contact

Center Software becomes available, you must uninstall the current version of the
MCS5100 Media Application Server - Contact Center Software and perform a
new installation of the new version of the MCS5100 Media Application Server -
Contact Center Software on the Media Application Server. If you are only
upgrading the MCS5100 Media Application Server - Contact Center Software,
you do not need to uninstall and reinstall the Media Application Server Platform.
All media files and the file structure on the Media Application Server are
retained when you uninstall the Media Application Server Platform or the
MCS5100 Media Application Server - Contact Center Software. Therefore, it is
not necessary to perform the procedures to store media treatments using the
Contact Center Provisioning Tool following an upgrade of the Media
Application Server Platform or the MCS5100 Media Application Server -
Contact Center Software.
For details about uninstalling the Media Application Server Platform or the
MCS5100 Media Application Server - Contact Center Software, see
“Uninstalling the Media Application Server,” on page 90.
For details about performing a new installation of the Media Application Server
Platform of the MCS5100 Media Application Server - Contact Center Software,
see Chapter 3, “Installing and configuring the Media Application Server,” and
Chapter 4, “Configuring MAS using CCMA.”

Uninstalling the Media Application Server
Introduction
There are situations when you want to uninstall the Media Application Server.
For example, if you need to upgrade your Media Application Server Platform or
your MCS5100 Media Application Server - Contact Center Software, you must
first uninstall the previous versions of the software before performing a new
installation of the new version of the software.
In this situation, you can uninstall the MCS5100 Media Application Server -
Contact Center Software and the Media Application Server Platform without
losing your provisioned media files or your file structure on the Media
Application Server. For details, see “To uninstall the MCS5100 Media
Application Server - Contact Center Software,” on page 91 and “To uninstall the
Media Application Server Platform,” on page 91.
Note: The application software on the Media Application Server must be

uninstalled on a first in, first out basis. That is, you must always uninstall the
MCS5100 Media Application Server - Contact Center Software before you
uninstall the Media Application Server Platform.
If you want to completely uninstall the Media Application Server and delete the
provisioned media files and the file structure on the Media Application Server,
you must uninstall the MCS5100 Media Application Server - Contact Center
Software, uninstall the Media Application Server Platform, and delete the folder
structure in Windows Explorer and in the registry. For details, see “To uninstall
the provisioned media files and file structure on the Media Application Server,”
on page 93.

To uninstall the MCS5100 Media Application Server - Contact Center

Software
1 Click Start > Settings > Control Panel.
2 In the Control Panel window, click Add/Remove Programs.
3 In the Add/Remove Programs window, highlight Nortel Networks
Contact Center.
4 Click Remove.
Result: The program asks you to confirm your choice.
5 Click Yes.
6 The program removes the MCS5100 Media Application Server - Contact
Center Software.
To uninstall the Media Application Server Platform

1 Uninstall the MCS5100 Media Application Server - Contact Center
Software. For details, see “To uninstall the MCS5100 Media Application
Server - Contact Center Software,” on page 91.
2 Click Start > Settings > Control Panel.

3 In the Control Panel window, click Add/Remove Programs.

4 In the Add/Remove Programs window, highlight Nortel Networks Media
Application Server.
5 Click Remove.
Result: The program asks you to confirm your choice.
6 Click Yes.
7 The program removes the Media Application Server Platform.

To uninstall the provisioned media files and file structure on the

Media Application Server
Risk of loss of data

If you perform the following procedure, you lose all your
.
provisioned media files, the file structure on the Media
Application Server, and your configuration settings for the Contact
Center application services. Nortel recommends that you perform
a backup of the Media Application Server and the registry to a
secure storage location before performing this procedure. For
details about backing up the Media Application Server, see
“Backing up the Media Application Server” on page 94. For
details about backing up the registry, see www.microsoft.com.
1 On the Media Application Server, uninstall the MCS5100 Media Application

Server - Contact Center Software. For details, see “To uninstall the
MCS5100 Media Application Server - Contact Center Software,” on page
91.
2 On the Media Application Server, uninstall the Media Application Server
Platform. For details, see “To uninstall the Media Application Server
Platform,” on page 91.
3 Using Windows Explorer, delete all contents in the Media Application
Server installation directory.
Networks
4 Click Start > Run.
5 Type regedit.
6 Click OK.
Result: The Registry Editor appears.
7 Delete the following registry key from the registry:
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel Networks
Result: All provisioned files and the file structure on the Media Application
Server are deleted.

Backing up the Media Application Server
Introduction
Nortel recommends that you perform regular backups of the Media Application
Server to minimize the risk of data loss in the event of a server failure.
You can back up the Media Application Server using the Windows Backup tool
or a third-party backup tool of your choice. The procedures for backing up using
the Windows Backup tool are documented in this section.
To back up the Media Application Server using the Microsoft

Windows Backup Tool
Detailed steps and information about the Microsoft Windows Backup Tool is
located on the Microsoft website at www.microsoft.com.
1 Click Start > Programs > Accessories > System Tools > Backup.
Result: The Backup welcome screen appears.
2 Click the Backup tab.
Result: The Backup tab appears with a tree structure in the left pane
listing all directories and folders.
3 In the left pane, select all files in the Media Application Server installation
directory by clicking the box to the left of a file or folder.
Note: The default installation directory for the Media Application Server is
<install directory>:\Program Files\Nortel Networks
Result: A check mark appears next to your selected files.
4 In Backup destination, do one of the following:
Choose File if you want to back up files and folders to a file. This is
selected by default.
Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by
Backup, it 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.
If you want 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 Backup
destination for the backup window.
5 In Backup media or file name, do one of the following:
If you are backing 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 are backing up files and folders to a tape, choose the tape you
want to use.
6 Click Start Backup.
Result: The Backup Job Information window appears.
7 Click Start Backup.
Result: The Backup Progress window appears and informs you when the
backup operation is finished.
If you want to be able to schedule backups, then you must ensure that you can
back up all types of files with your backup tool without requiring that you
manually copy any of them.
For further details about using the Windows Backup Tool or other backup
strategies, consult the Microsoft documentation at www.microsoft.com.


Chapter 7
Managing Security
In this chapter
Overview 98
Overview 98
Supported file transfer protocols 102

Managing Security Standard 1.0
Overview
For security purposes, the Media Application Server is locked down with a
number of security features enabled to protect against virus and worm insertion.
This chapter provides information about security issues specific to the Contact
Center Service on the Media Application Server, and about supported file
transfer protocols.
For more information about security features that are preconfigured on the
Media Application Server, consult the Nortel Multimedia Communication
Server 5100, Media Application Server Network Deployment and Engineering
Guide.

September 2006 Managing Security
Security issues specific to Media Application

Services
Introduction
This section contains security issues that are specific to the Contact Center
Service on the Media Application Server.
Security issues specific to Contact Center Service

The Contact Center Service can be configured to accept signaling only from
specific IP addresses and ports associated with those IP addresses. The
following figure indicates how to configure trusted nodes. In this release the
only trusted nodes are the SIP Application Module service address.

The SIP Application Servers field contains the IP addresses of SIP Application
modules from which the Contact Center Service accepts SIP messages. SIP
messages from other endpoints are issued a SIP response UseProxy. The first
SIP Application module listed in the SIP Application Servers field is used for
all outgoing SIP requests that do not have an established session (this includes
Instant Messages.)

The license key is another critical part of the security of the Contact Center
Service. The key is a byte string that is given to the service provider to use when
configuring the system. The license key is node-locked to a specific server and
contains the two Media Access Control (MAC) addresses for the server as well
as the number of allowable G.711 and G.729 participants.

Supported file transfer protocols
Introduction
For security purposes, the Media Application Server is locked down with a
number of security features enabled to protect against virus and worm insertion.
For this reason, the supported file transfer protocols for transferring files to the
Media Application Server are limited to:
HTTP file transfers with Internet Explorer when transferring files to the
the use of an FTP client when transferring files from the Media Application
Server to another location
the use of Internet Explorer and an external passive mode FTP server for
transferring files to and from the Media Application Server
Transferring files to the Media Application Server
Option 1
To transfer files to the Media Application Server, you can load the files to an
HTTP server and then use Internet Explorer to transfer the files from the HTTP
server to the Media Application Server. For further information about
transferring files using HTTP server and Internet Explorer, consult Microsoft
documentation at www.microsoft.com.
Option 2
You can also use Internet Explorer and an external passive mode FTP server to
transfer files to the Media Application Server. This method allows you to drag
and drop files to and from the Media Application Server.

Transferring files from the Media Application Server to another

location
Option 1
To transfer files from the Media Application Server to another location, you can
use an FTP client using command line instructions on the Media Application
Server.
A passive FTP client is provided with the Media Application Server in the
following directory:
<install directory>:\Program Files\Nortel Networks\MAS\tools
Option 2
You can also use Internet Explorer and an external passive mode FTP server to
transfer files from the Media Application Server to another location. This
method allows you to drag and drop files to and from the Media Application
Server.


Chapter 8
Troubleshooting
In this chapter
Trace logging on the Media Application Server 106
Troubleshooting problems with media files 110

Troubleshooting Standard 1.0
Trace logging on the Media Application Server
Introduction
On the Media Application Server there are six separate software components
operating on the server to provide services on the Media Application Server.
The components are:

Multimedia Conductor
This component is a SIP user agent that provides a network signaling
endpoint for accessing platform services
Multimedia Controller
This component provides system monitoring capabilities and hosts multiple
service execution environments.
Conference Media Processor
This component provides conference media processing functions such as
audio mixing, active speaker detection, voice activity detection, and
automatic gain control.
Multimedia Content Store
This component provides reliable content storage and related capabilities.
Interactive Voice Response Media Processor
This component provides processing functions such as DTMF detection,
announcements and prompts, and recording.
Stream Source
This component provides continuous, channel-based audio streaming for
Music on Hold and other related functions
If you experience problems with the Media Application Server, you can use
trace log files to gather detailed information about the call flow to assist you
with troubleshooting issues.
This section details how to enable and review trace log files, and how to view
error messages in Event Viewer.

September 2006 Troubleshooting
To enable trace logging on the Media Application Server

Note: Trace logging must only be enabled when you are troubleshooting a
problem.
1 Log on to the Media Application Server.
2 Click Start > Programs > Nortel Networks Media Server > Media
Application Server Console.
Result: The Nortel Networks MAS Console window appears.
3 In the left pane, click Control Panel.
Result: A list of components appears in the right pane.
4 In the right pane, double-click the component that you want trace.
Result: The Properties window appears.
5 Select Enable Tracing.

Note: Enable Tracing must only be selected if you are troubleshooting a
problem in the specified component.
6 Click OK.

To review trace logging files

1 In Windows Explorer, browse to the Media Application Server installation
directory.
Note: The default directory is <install directory>: Program Files\Nortel
Networks\MAS
2 Double-click the folder of the component for which you want to review the
trace logging file. The names of the component folders are as follows:
ConfMP (Conference Media Processor component logs)
CStore (Multimedia Content Store component logs)
IvrMP (Interactive Voice Response Media Processor component logs)
MediaController (Multimedia Controller component logs)
Mmc (Multimedia Conductor component logs)
Streamsource (Stream Source component logs)
3 In the appropriate component folder, double-click the file sdebug.txt.
Result: The trace logging file appears.
Recommended order for checking trace log files

The following is the recommended order for checking trace log files:
1. Examine the SIP messages in the Multimedia Conductor trace log files.
2. Examine the Media Controller trace log files to see where in the script the
error occurred.
3. If the Media Controller trace log files show that a request to the Conference
Media Processor component did not elicit the correct response, then
examine the Conference Media Processor trace log files.
4. If the Media Controller trace log files show that a request to the Interactive
Voice Response Media Processor component did not elicit the correct
response, then examine the Interactive Voice Response Media Processor
trace log files.

To view error messages using Event Viewer

If you do not enabled tracing, you can also view the error messages that
automatically stored in Event Viewer.
1 Log on to the Media Application Server.
2 Click Start > Programs > Nortel Networks Media Server > Media
Application Server Console.
Result: The Nortel Networks MAS Console window appears.
3 In the left pane, click the plus (+) sign next to Event Viewer.
Result: The folder expands.
4 In the Event Viewer folder, click Application.
Result: A list of events and error messages appears in the right pane.
5 Double-click any event in the right pane for further details about the event
properties.

Troubleshooting problems with media files
You cannot play a video
Problem
You cannot play video from the Media Application Server.
Solution
Check your configuration settings to ensure you enabled video.
To enable video on the Media Application Server, click Contact Center >
Configuration from the Media Application Server console. Check that the
Video Enabled option is set to Yes. For details, see “To configure Contact
Center application services,” on page 49.
You are having difficulty with IVR or with a .wav file
Problem
IVR or .wav files are not playing from the Media Application Server.
Solution
Ensure that the file was uploaded to the Media Application Server.
To check that a file is uploaded to the Media Application Server
3 Click OK.
4 At the command prompt, navigate to the Contact Center Prov folder in the
5 List the media files that are uploaded to the Media Application Server by
typing the following at the command prompt:
ccprov list_locale_media <domain> <locale>

6 Check the list to see if the file that you are having difficulty playing is listed.
7 If the file is not listed, use the following command to upload the media file
from the hard drive to the content storage area:
ccprov upload_locale_media <domain> <locale> <filename including
directory path>


September 2006 Index
Index
A application license
entering 42
about audio recording software
Announcements Service 66 examples of 74
Conference Media Processor 106
Conference Service 66
Contact Center Provisioning tool 76
Dialog Service 66
B
Interactive Voice Response Media backing up
Processor 106 Media Application Server 94
Media Application Server 12 barge in tone
Multimedia Content Store 106 configuring 49
Multimedia Controller 106 description of 47
Session Initiated Protocol (SIP) 12 batch file command
SIP Contact Center 6.0 12 using 80
Stream Source 106
about Multimedia Conductor 106
access rights 11 C
Active Speaker Video Mode
configuring 45 capacity specifications 26
adding commands
domains to Media Application Server 77 for Contact Center Provisioning tool 82
locales to Media Application Server 78 Communications Control Toolkit 6.0 14
media announcements to Media Application Conference Media Processor
Server 79 about 106
Media Application Server to CCMA 64 Conference Service
music files to Media Application Server 80 about 66
music genre types to Media Application configuring 66
Server 78 configuring
video files to Media Application Server 80 Active Speaker Video Mode 45
Agent Desktop 15 Announcements Service 66
algorithm Conference Service 66
confirguring on Media Application Server 61 Contact Center application services 49
Announcement Service for recorded Dialog Service 66
announcements MCS5100 Media Application Server -
description of 12 Contact Center Software options 47
Announcements Service Media Application Server options 45
about 66 media services and routes 66
configuring 66 Video Lock On First Party 45
Anouncement Service for music Contact Center Agent Desktop 15
description of 12 Contact Center application license

Index Standard 1.0
entering 42
Contact Center application services
F
configuring 49 file structure
Contact Center License Manager 15 on the Media Application Server 77
Contact Center Manager Administration 14 uninstalling 93
Contact Center Manager Server 14
about 76
list of commands 82
H
content storage area hardware specifications 24
maintaining 82 how to get help 20
on the Media Application Server 77 how to use this guide 16
uninstalling 93
Conversation Space Service
description of 12 I
installing
MCS5100 Media Application Server -
D Contact Center software 39
default announcement Media Application Server platform 9.0 34
configuring 49 Interactive Voice Response Media Processor
description of 47 about 106
default locale Interactive Voice Response Service
configuring 49 description of 12
description of 47
Dialog Service
about 66 K
configuring 66
DivX support 73 key codes 11
documents knowledge required 17
list of 18
domains
adding to Media Application Server 77 L
license
Contact Center Application 42
E license key
enabling entering 42
trace logging 107 License Manager 11, 15
error messages licensing
viewing using Event Viewer 109 requirements 11
event viewer 109 locales
experience required 17 adding to Media Application Server 78
114 Nortel Media Application Server

September 2006 Index
M music genre type

adding to Media Application Server 78
maintaining
content storage area 82
MCS5100 Media Application Server - Contact
Center software
N
configuring 47 network components 14
installing 39
uninstalling 91
media announcements O
adding to Media Application Server 79
Media Application Server 15 observation timer
about 12 configuring 49
adding to Contact Center Manager description of 48
Administration 64 observation tone
backing up 94 configuring 49
configuring options 45 description of 48
configuring selection algorithm 61
file structure 77
installing platform 9.0 34 P
software components 106 platform 9.0
starting services 55 installing 34
trace logging 106
uninstalling 91
uninstalling 90 port usage 26
uninstalling platform 9.0 91
prerequisites
upgrading 87
for installing the Media Application Server 30
media files
troubleshooting problems 110
media services and routes
configuring 66 R
media treatments recording
recording 74 media treatments 74
specifications 75 related documents 18
Multimedia Communications Server 5100 required skills, experience, knowledge 17
(MSC5100) 15 requirements
PC client 15 software 25
Multimedia Conductor rights
about 106 access 11
Multimedia Content Store
about 106
Multimedia Controller
about 106 S
Multimedia Treatment Services security issues 99
description of 13 specific for Contact Center Service 99
music files selection algorithm
adding to Media Application Server 80 configuring 61

Index Standard 1.0
server hardware specifications 24 Media Application Server 90

server software requirements 25 Media Application Server platform 9.0 91
services upgrading
starting 55 Media Application Server 87
Session Initiated Protocol (SIP)
about 12
SIP Contact Center 6.0
about 12
V
skills you need 17 video enabled
software components configuring 49
on Media Application Server 106 description of 48
software requirements 25 video files
specifications adding to Media Application Server 80
for audio and video media treatments 75 Video Lock On First Party
hardware 24 configuring 45
starting video recording software
Media Application Server services 55 examples of 74
storage areas viewing
on the Media Application Server 77 error messages using Event Viewer 109
Stream Source
about 106
support W
technical 20
where to start in this guide 16
who should read this guide 11
T
technical support 20
trace logging
enabling 107
on Media Application Server 106
recommended order for checking files 108
reviewing files 108
Treatments Service
description of 12
troubleshooting 106
Media Application Server software
components 106
problems with media files 110
U
uninstalling
content storage area 93
MCS5100 Media Application Server -
Contact Center software 91
116 Nortel Media Application Server

Reader Response Form
Product release 6.0
Tell us about yourself:

Name:
Company:
Address:
Occupation: Phone:
1. What is your level of experience with this product?

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2. How do you use this book?
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3. Did this book meet your needs?
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If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
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Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Gal-
way, Ireland.
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Copyright © 2006 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 Media Application
Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a
violation of the user license unless specifically authorized in writing by Nortel Networks prior to such
use. Violations of the license by alternative usage of any portion of this process or the related
hardware constitutes grounds for an immediate termination of the license and Nortel Networks
reserves the right to seek all allowable remedies for such breach.
Publication number: 297-2183-227

Product release: 6.0
Document release: Standard 1.0
Date: September 2006
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

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Nortel Media Application Server

Product release 6.0 Standard 1.0 September 2006

Product release: 6.0

Copyright © 2006 Nortel Networks. All Rights Reserved.

Installation and Configuration Guide for Contact Center 6.0 v

vi Media Application Server

3 Installing and configuring the Media Application Server 31

4 Configuring MAS using CCMA 59

Installation and Configuration Guide for Contact Center 6.0 vii

6 Maintaining the Media Application Server 85

Installation and Configuration Guide for Contact Center 6.0 viii

Installation and Configuration Guide for Contact Center 6.0 9

10 Media Application Server

Who should read this guide

Installation and Configuration Guide for Contact Center 6.0 11

About Media Application Server and SIP

Session Initiated Protocol (SIP) is the latest development in contact center

The Media Application Server is a mandatory component of the Nortel SIP

Conversation Space Service

Announcement Service for recorded announcements (RAN)

Announcement Service for Music

Interactive Voice Response (IVR) Service

12 Media Application Server

Multimedia Treatment Services

Installation and Configuration Guide for Contact Center 6.0 13

Contact Center Manager Server

Contact Center Manager Administration

Communications Control Toolkit 6.0

14 Media Application Server

Contact Center Agent Desktop

Contact Center 6.0 License Manager

Multimedia Communications Server 5100 for Enterprise (MCS5100)

Nortel Media Application Server

Installation and Configuration Guide for Contact Center 6.0 15

How to use this guide

Where to start in this guide

If you want to do this Start here

Install Media Application Chapter 3, “Installing and configuring the Media

Configure MCS5100 Media Chapter 3, “Installing and configuring the Media

Configure the Media Chapter 4, “Configuring MAS using CCMA.”

16 Media Application Server

Skills you need

Required experience or knowledge

Installation and Configuration Guide for Contact Center 6.0 17

For information about Refer to NTP number

Planning and Contact Center Planning and 297-2183-934

The Contact Center Contact Center What’s New in 297-2183-227

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

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

Contact Center Manager 297-2183-213

Communication Control Toolkit 297-2183-215

18 Media Application Server

For information about Refer to NTP number

Contact Center Multimedia Server 297-2183-214

Contact Center 6.0 Security Guide

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

Communication Control Toolkit 297-2183-946

Contact Center Multimedia 297-2183-929

Administering contact Contact Center – Manager 297-2183-927

Installation and Configuration Guide for Contact Center 6.0 19

How to get help

Finding the latest updates on the Nortel web site