3com IP Contact Center Software Installation Instructions

3Com® IP Contact Center
Software Installation Instructions

System Release 7

http://www.3com.com

Part Number: 900-0363-01 Rev AA
Published May 2006

3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064

Copyright © 2006, 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by
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from 3Com Corporation.

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obligation on the part of 3Com Corporation to provide notification of such revision or change.

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including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a
particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this
documentation at any time.

If there is any software on removable media described in this documentation, it is furnished under a license agreement included
with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named
LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, plea se contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT LEGEND

If you are a United States government agency, then this documentation and the software described herein are provided to you
subject to the following:

All technical data and computer software are commercial in nature and developed solely at private expense. Software is
delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or as a “commercial item” as
defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license
for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR

52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any
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3Com, the 3Com logo, and VCX are registered trademarks of 3Com Corporation.
All other company and product names may be trademarks of the respective companies with which they are associated.

Contents

About This Guide................................................................................ 5

Overview................................................................................................................ 5

Who Should Read This Guide...............................................................................5

How This Guide Is Organized ...............................................................................5

Conventions and Terminology Used in This Guide ..............................................6

Chapter 1. Installing 3Com IPCC Software....................................... 7

Kickstarting the Machine.......................................................................................7

Prerequisites.................................................................................................... 8

Kickstart.......................................................................................................... 8

Bootstrapping the Machine....................................................................................8

Prerequisites.................................................................................................... 8

Bootstrap .........................................................................................................9

Preload the RHN-Proxy Cache from CD-ROM ....................................................9

Prerequisites.................................................................................................... 9

Installation.....................................................................................................10

Installing the IPCC Software............................................................................... 11

Prerequisites.................................................................................................. 11

Preparation ....................................................................................................11

Installation.....................................................................................................12

Troubleshooting ............................................................................................13

Deploying Replication......................................................................................... 13

Restarting the Machine........................................................................................ 14

Chapter 2. Integrating 3Com VCX...................................................15

Setting up Voice Servers as VCX Endpoint........................................................ 15

Configuring Outbound Calling............................................................................ 18

Configuring Servers as External Trunk Group..............................................18

Creating New Class of Service...................................................................... 19

Assigning New Class of Service to Agents...................................................20

Testing Outbound Integration .......................................................................22

Configuring Inbound Calling............................................................................... 22

Configuring VCX Extensions as Agent Endpoints.............................................. 27

Configuring VCX for SIP Transfers....................................................................29

3Com IP Contact Center Installation Instructions 3

Contents

4 3Com IP Contact Center Installation Instructions

Overview

PREFACE

About This Guide

This guide describes how to install, configure, and test 3Com® IP Contact

Center (IPCC) software release 7.0.

Who Should Read This Guide

This guide is to be used by the 3Com Customer Service group and 3Com

Support personnel.

How This Guide Is Organized

This guide includes the following topics:

 Chapter 1, Installing 3Com IPCC Software, provides information on

how to configure and initialize your machine followed by instructions on
how to install the IP Contact Center 7.0.

 Chapter 2, Integrating 3Com VCX, describes how to configure the IP

Contact Center voice servers to integrate with the 3Com VCX™
module.

3Com IP Contact Center Installation Instructions 5

About This Guide

Conventions and Terminology Used in This Guide

The following conventions are used in this guide:

Convention Description

Bold Text you type into a field or dialog box.

Names of buttons or keys you should press.
Italic Book titles, notes, and emphasis.
Courier font Text you see on the screen.
→ A menu choice. For example,

Start

→Programs→Administrative Tools means that you
select the Programs option from the Start menu, and then
select Administrative Tools.

< > Variables for which you must substitute a value. For example,

when a step says, “Type <hostname>,” you type the name of
the host instead of <hostname>.

ENTER and
enter

When the instructions say “At the command prompt, enter
xyz.” type xyz at the prompt, and then press the Enter or
Return key on your keyboard.

Similarly, when the instructions say “Press ENTER,” press the
Enter or Return key on your keyboard.

6 3Com IP Contact Center Installation Instructions

CHAPTER 1

Installing 3Com IPCC Software

This chapter describes the process of preparing your machine and installing
the 3Com IP Contact Center 7.0.

The software installation process includes the following steps:

 “ ” on page Kickstarting the Machine 7
 “ ” on page Bootstrapping the Machine 8
 “ ” on page Preload the RHN-Proxy Cache from CD-ROM 9
 “ ” on page Installing the IPCC Software 11
 “ ” on page Deploying Replication 13
 “ ” on page Restarting the Machine 14

Kickstarting the Machine

This section describes how to install the Red Hat Enterprise Linux ES 3
operating system. Perform this installation on all IP Contact Center servers.

Be aware of the following:

 Make sure that Host RAID is disabled and that HD0 is selected as boot

device.

 The kickstart installation installs software on the sda and sdb devices.

3Com IP Contact Center Installation Instructions 7

CHAPTER 1: Installing 3Com IPCC Software

Prerequisites

You will need the following media to perform the installation:

 The IPCC RHEL3 Update 6 ES CD.

Note: You can make additional copies of the CD if you want to perform this
installation in parallel on all the servers.

Kickstart

To kickstart your machine:

1. Insert the IPCC RHEL 3 Update 6 ES Disc 1 in the machine.

2. Reboot the machine.
The machine boots off the CD-ROM and displays the

3. Enter the following command:

linux text ks=cdrom:ncc-3.0-md

Note: Remove the CD from the machine after the installation is complete.

Bootstrapping the Machine

This chapter describes how to “bootstrap” your machine after installing the
operating system.

Note 1: Perform these steps at the machine’s console.

Note 2: Perform these steps on the RHN proxy server, first.

Prerequisites

boot: prompt.

 Network connectivity to the satellite server is required to perform the

bootstrapping function.

8 3Com IP Contact Center Installation Instructions

Preload the RHN-Proxy Cache from CD-ROM

Bootstrap

To bootstrap your machine:

1. Download and execute the bootstrap installer.

# export BOOTSTRAPURL=http://<satellite>/pub/bootstrap

# wget -N $BOOTSTRAPURL/ncc-bootstrap-installer.sh

# sh ncc-bootstrap-installer.sh

Note: Replace <satellite> with the appropriate satellite server IP address.

2. Enter the name of the instance when prompted e.g. dba.

3. Press ENTER.
The tar files are downloaded, unarchived and the installation is

launched.

4. Enter the name of the machine when prompted e.g. dbanode1-app01.

5. Press ENTER.

6. When prompted, select whether you wish to delete the machine from the
Satellite server. Answer yes if the machine was previously registered
with the Satellite server.

7. If you answered yes:

 At the Username: prompt, enter your Satellite Server username
 At the Password: prompt, enter your Satellite Server password

8. When prompted to warm-up the cache, answer No.

Preload the RHN-Proxy Cache from CD-ROM

This section describes how to preload the RHN-Proxy machines using the
IPCC application CDs.

Prerequisites

You will need the following:

 IPCC Application CD

3Com IP Contact Center Installation Instructions 9

CHAPTER 1: Installing 3Com IPCC Software

 IPCC Reports CDs (CD # 1, 2, and 3)

Installation

Perform the steps below on RHN-Proxy machines.
Note: <number> is the build number listed on the CD. For example, 3381.

1. Insert the IPCC Application CD in the machine and execute the
following commands:

# cd /var/www/mirror

# mount /mnt/cdrom

# tar xvfz /mnt/cdrom/build<number>.tgz

# eject

2. Insert the IPCC Report CD 1 disk in the machine and perform the
following commands:

# cd /var/www/mirror

# mount /mnt/cdrom

# cp /mnt/cdrom/BusObj<number>.tgz-1 BusObj<number>.tgz

# eject

3. Insert the IPCC Report CD 2 disk in the machine and perform the
following commands:

# cd /var/www/mirror

# mount /mnt/cdrom

# cat /mnt/cdrom/BusObj<number>.tgz-2 >> BusObj<number>.tgz

# eject

10 3Com IP Contact Center Installation Instructions