Nortel CCT, Communication Control Toolkit User Manual
Nortel Communication Control Toolkit
Planning and Engineering Guide
Product release 5.0 Standard 5.01 June 2007
297-2183-924
Nortel Communication Control Toolkit
Planning and Engineering Guide
Publication number: 297-2183-924
Product release: 5.0
Document release: Standard 5.01
Date: June 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make
changes in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 or DMS/MSL-100
switch and Communication Control Toolkit 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.
*Nortel, Nortel (Logo), the Globemark, and This is the Way, This is Nortel (Design mark),
CallPilot, Contivity, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Meridian SL, Optivity,
Succession, and Symposium are trademarks of Nortel Networks.
CITRIX is a trademark of Citrix Systems, Inc.
INTEL, INTEL XEON, and PENTIUM are trademarks of Intel Corporation.
MICROSOFT, MICROSOFT ACCESS, WINDOWS, WINDOWS NT, and WINDOWS XP are
trademarks of Microsoft Corporation.
REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc.
PCANYWHERE is a trademark of Symantec Corporation.
Planning and Engineering Guide v
Revision history
December 2006
The Standard 5.01 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide is
released. It contains updates for CRs and for Microsoft
Vista.
December 2006
The Standard 5.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released. It contains updates for telephone sets
based on CRs.
October 2006
The Standard 4.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released. It contains updates required to
terminology and server specifications for SU03.
June 2006
The Standard 3.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released.
May 2005
The Standard 2.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released.
March 2005
The Standard 1.0 issue of the Nortel Communication
Control Toolkit Planning and Engineering Guide, Release
5.0, is released.
vi Communication Control Toolkit
Standard 5.01
Planning and Engineering Guide vii
Contents
1 Getting started 9
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Engineering Communication Control Toolkit . . . . . . . . . . . . . . . . . . . . . . . . 12
What’s new in Release 5.0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Product description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
2 Communication Control Toolkit architecture 27
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Communication Control Toolkit API application types . . . . . . . . . . . . . . . . . 39
3 Engineering Communication Control Toolkit 43
Section A: Engineering the server 45
Hardware requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Operating system configuration requirements . . . . . . . . . . . . . . . . . . . . . . . . 50
Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Guidelines to minimize capacity requirements. . . . . . . . . . . . . . . . . . . . . . . . 56
Section B: Engineering the client 59
Client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
4 Engineering the switch 61
Section A: Engineering Meridian 1/Succession 1000 63
Meridian 1/Succession 1000 switch requirements . . . . . . . . . . . . . . . . . . . . . 64
Meridian 1/Succession 1000 switch capacity . . . . . . . . . . . . . . . . . . . . . . . . . 67
Supported phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Section B: Configuring Meridian 1/Succession 1000 73
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Configuring the ELAN subnet (knowledge worker environment) . . . . . . . . . 75
Configuring CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Configuring TAPI phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
viii Communication Control Toolkit
Contents Standard 5.01
5 Engineering the network 85
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . . 87
Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
6 Setting up remote support with a VPN 105
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Guidelines for the Remote Support VPN at the customer’s premises . . . . . 108
VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
A Supported migration paths 113
Supported migration paths to Communication Control Toolkit 5.0 . . . . . . . 114
B Supported functions and events 117
Supported features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Supported events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
C Standard call models 125
Inbound call models . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Index 151
Planning and Engineering Guide 9
Chapter 1
Getting started
In this chapter
About this guide 10
Engineering Communication Control Toolkit 12
What’s new in Release 5.0? 13
Product description 14
Related documents 25
10 Communication Control Toolkit
Getting started Standard 5.01
About this guide
Welcome
Communication Control Toolkit helps you implement Computer Telephony
Integration for installed and browser-based client integrations. It delivers a
single cross-portfolio multi-channel API that facilitates the integration of contact
center, knowledge worker, and self-service solutions with your client
applications. These client applications can be simple software phones, agent
telephony toolbars with screen pops, intelligent call management applications,
and so on.
Computer Telephony Integration
Computer Telephony Integration (CTI) describes an environment where
telephony systems and computer systems interact with each other. This
interaction can take many forms, including Interactive Voice Response (IVR),
computer controlled call routing, call recording, predictive dialing, client
desktop integration, and so on.
Most CTI applications support one or both of the following functions:
control of telephony communications, such as
Make call
Answer call
Route call
Transfer call
monitoring of telephony communications, such as
Pop an application screen when an inbound call arrives
Record call statistics
As the boundary between computer and telephony systems becomes more
blurred, the telephony platform is evolving to become a more integrated part of a
broader communications infrastructure that, among others, includes voice,
e-mail, instant messaging, and video.
Planning and Engineering Guide 11
June 2007 Getting started
Who should read this guide
This guide is for Communication Control Toolkit system designers and technical
support staff members. It is also intended to be used by administrators who are
responsible for day-to-day management of Communication Control Toolkit.
12 Communication Control Toolkit
Getting started Standard 5.01
Engineering Communication Control Toolkit
Engineering tasks
When engineering Communication Control Toolkit, you must perform the tasks
listed in the following checklist:
Description ✔
Determine requirements for Communication Control Toolkit. See
Chapter 3, “Engineering Communication Control Toolkit.”
Determine switch requirements. See Chapter 4, “Engineering the
switch.”
Determine network requirements. See Chapter 5, “Engineering the
network.”
Determine the requirements of the remote support system. See
Chapter 6, “Setting up remote support with a VPN.”
Planning and Engineering Guide 13
June 2007 Getting started
What’s new in Release 5.0?
The Communication Control Toolkit Release 5.0 is an evolution of Nortel’s
Computer Telephony Integration (CTI) products, including
IPML 2.1
TAP I 3. 1
The Communication Control Toolkit incorporates the features of these products,
plus the following new features.
New features
a new easy-to-use graphical toolkit based on Windows Form Controls
a reference implementation—This implementation can be used in testing,
and can be easily modified to create a custom client application.
support for Windows Server 2003 Standard Edition and Enterprise Edition
enhanced security—A secure transport layer based on TCP sockets
provides authentication and security for the toolkit.
firewall friendliness
Citrix/Terminal Services support—The toolkit is designed to operate in a
terminal services environment. It supports both Citrix and Microsoft
Terminal Services.
14 Communication Control Toolkit
Getting started Standard 5.01
Product description
Features
The Communication Control Toolkit application program interface (API) is
object oriented and is implemented as a set of .NET types and interfaces. It
provides the following features:
Unified client integration
The Communication Control Toolkit is an integration toolkit for installed
clients, browser-based clients, and server-to-server integrations. The toolkit
delivers a single cross-portfolio multi-channel API, which is deployed through
the Developer Partner Program. The API is used to develop communication
control applications or integrations.
CTI coresidency
In a contact center environment, the Communication Control Toolkit Release 5.0
reduces the number of CTI servers required from two to one. (Both the TAPI
Service Provider and IPML products required a separate server.)
Communication Control Toolkit can also coreside with the MPS 500.
Note: Communication Control Toolkit cannot coreside with Symposium Agent
or Symposium Web Center Portal.
Database backup
The Communication Control Toolkit utilizes the built-in capabilities of the
Microsoft SQL Server 2000 Desktop Engine (MSDE 2000) database to provide
database backup and restore operations. Database backups can be performed on
an ad hoc or scheduled basis while the system is running.
To restore the database, you must first shut down the Communication Control
Toolkit application. After restoring the database, you can restart the application.
Firewall friendliness
For the protection of your system, the Communication Control Toolkit operates
within a firewall.
Planning and Engineering Guide 15
June 2007 Getting started
Firewall traversal is achieved through the use of a single, bidirectional TCP
socket connection between the Communication Control Toolkit client and
server. Connections are initiated from client to server only, with any data
required to be transmitted from the server back to the client (such as
asynchronous event notifications) utilizing the existing connection already in
place.
Notes:
Communication Control Toolkit clients use a single port for
communication with the server. By default, this port is 29373; however, the
port number is configurable (for detailed instructions, see the Installation
and Maintenance Guide). If you are using a firewall, ensure that this port is
open.
In the case where Network Address Translation (NAT) is used by the
firewall, the firewall must map the TCP port number used to reach the
Communication Control Toolkit service on the internal network to the same
port number on the external network. This is an inherent limitation of using
the Communication Control Toolkit secure transport across a network
boundary secured by a firewall.
Terminal Services support
The Communication Control Toolkit operates in a Terminal Services
(specifically Citrix and Microsoft Terminal Services) environment.
Migration path
The Communication Control Toolkit Release 5.0 allows you to migrate from an
existing TAPI Service Provider 3.0 or IPML 2.1 implementation. To facilitate a
staged migration, Communication Control Toolkit can coexist with legacy TAPI
and IPML ActiveX clients. For more information about migration paths, see
Appendix A, “Supported migration paths.”
Note: Communication Control Toolkit cannot coreside with Symposium Agent.
If you are using Symposium Agent, you must install it on a separate server.
Networking
Communication Control Toolkit uses the existing TAPI networking layer.
Therefore, it supports networking with legacy TAPI servers.
16 Communication Control Toolkit
Getting started Standard 5.01
Open switch connectivity
Since it supports a variety of switch interfaces, Communication Control Toolkit
can connect to a variety of switch types.
The IPML Service Provider supports the following switch interfaces:
Meridian Link Services (MLS) version 4.2 and greater
IVR-ASAI on the Avaya G3, Release 6
IVR-GTS on the Genesys T-Server Release 10
The TAPI Service Provider supports the following interfaces:
Meridian Link Services (MLS) version 4.2 and greater
Application Module Link (AML) on X11 Release 25.40B and greater, or
Succession Release 3 and greater
Access rights
All access rights to the Communication Control Toolkit server are defined
through Windows user accounts using standard Windows authentication
mechanisms.
Administration and configuration
To configure and maintain Communication Control Toolkit, you use a custom
Microsoft Management Console (MMC) snap-in. MMC is an extensible
common presentation service for management applications that is included with
the Windows 2000 and Windows Server 2003 operating systems.
The Communication Control Toolkit snap-in utility uses a graphical user
interface to administer resources such as user, address, terminal and workstation
data, and their relationships. You can use the snap-in utility to import data from
other sources. For example, you can import address and terminal data from the
switch TAPI database. (For more information about the import tools, see
“Import tools” on page 17.)
You can also use the Communication Control Toolkit snap-in utility to back up
Communication Control Toolkit persistent data.
Planning and Engineering Guide 17
June 2007 Getting started
The Communication Control Toolkit snap-in utility uses Microsoft SQL Server
2000 Desktop Engine (MSDE 2000) to store persistent configuration
information. MSDE databases can store up to 2 Gb of data. The Communication
Control Toolkit does not need to store much information about each user, so the
2 Gb limit does not pose a problem.
Import tools
You can add resources manually, or you can use an import tool. The following
types of import tools are available:
Import IPML Data
This tool allows you to import address data from IPML Service Provider into
Communication Control Toolkit. It is accessible from the tree tab of the
Communication Control Toolkit snap-in utility.
Import M1 TSP Data
This tool allows you to import addresses and terminals from TAPI Service
Provider into Communication Control Toolkit.
Import Active Directory Users
This tool allows you to import the active directory users from the workstations
and the local domain into Communication Control Toolkit.
Import Workstations
This tool allows you to import workstations from the local domain.
TAPI Connector
TAPI Connector provides call control and monitoring to the Nortel legacy
switching platforms. It converts Communication Control Toolkit requests to
TAPI API calls, and TAPI events to Communication Control Toolkit events.
TAPI interfaces
The TAPI Service Provider interfaces with the underlying switching platform in
one of the following ways:
Direct Connect—(Meridian 1/Succession 1000) Direct Connect allows the
TAPI Service Provider to connect directly to the switch using the
18 Communication Control Toolkit
Getting started Standard 5.01
Embedded LAN (ELAN) TCP/IP link. The TAPI Service Provider uses the
proprietary Application Module Link (AML) protocol to communicate with
the switch.
Meridian Link Services (MLS)—(Meridian 1/Succession 1000) The
Meridian Link Services protocol allows the TAPI Service Provider to
connect to Symposium Call Center Server, which, in turn, connects to the
switch. Symposium Call Center Server communicates with the switch
using AML. Meridian Link Services uses TCP/IP on an Ethernet link.
Meridian Link Services is an easy-to-use proprietary protocol.
No matter what the connection protocol, TAPI attempts to normalize all
switching platforms to a single call model. For the most part, TAPI applications
do not need to be aware of what switch they are actually controlling.
Note: The Communication Control Toolkit supports TAPI 3.0 for the
Meridian 1/Succession 1000.
Device types
Communication Control Toolkit supports all of the device types currently
supported by TAPI. These device types include
regular DN
Controlled DN (CDN)
ACD Position ID
IVR port
ACD-DN
These devices are modeled as Address objects. It is possible to determine the
underlying device type from the AddressCapabilities property of the Address
object. Each address is associated with a single Terminal object. In the case of
CDNs, which have no real terminal association, a virtual Terminal object is
instantiated.
Terminals and addresses
Upon initialization, the TAPI Connector uses its database to populate the
Contact Management Framework with all terminals and addresses in its domain.
In general, for a telephony configuration, each terminal references one or two
addresses, and each address references a single Terminal object.
Planning and Engineering Guide 19
June 2007 Getting started
Coexistence
Since the TAPI Connector is another TAPI application, existing legacy TAPI
applications continue to function. A Communication Control Toolkit application
and a TAPI application can both control the same device; however, there are
special design requirements for the TAPI application. (For more information, see
the Nortel Symposium TAPI Service Provider Programmer’s Guide.)
Device to user mapping
Communication Control Toolkit allows you to limit the TAPI devices to which
its users have access. To do so, you use the Device to User Mapping function of
the Communication Control Toolkit snap-in utility. For example, you can
configure Communication Control Toolkit to allow User A to access only the
telephone at his or her desk, and to allow User B to monitor all telephones in a
contact center.
The TAPI Connector has access to all configured devices and their respective
addresses. However, the actual mapping of users to a device occurs in the layers
above the TAPI Connector. The TAPI Connector exposes all that it knows about
the underlying switch without any regard to users.
Note: To define access rights for legacy TAPI applications, you must use the
Microsoft Telephony Management Console.
Call data
Communication Control Toolkit supports three different call data types:
key/value pairs
string
binary
The TAPI Service Provider does not support the new call data types (key/value
pairs and string). It only supports binary data (unstructured call data in single
array of up to 4 kb). Any structuring of the TAPI call data occurs outside the
TAPI Service Provider.
TAPI device-specific functions
The TAPI Service Provider uses line device-specific commands to perform
requested operations. The commands are hidden from the Contact Management
Framework and the TAPI Connector.
20 Communication Control Toolkit
Getting started Standard 5.01
The line device specific-commands are particular to the switch type to which the
TAPI Service Provider is connected.
SAPphone support
Communication Control Toolkit is compatible with SAPphone* R/3, release
2.54, which is the soft phone interface to mySAP* customer relationship
management (CRM) solutions.
Note: If you use SAPphones for CRM functionality, Nortel recommends that
you install the SAPphone server, release 3, on a separate server platform.
IPML Connector
The IPML Connector provides an interface between the Contact Management
Framework and the IPML environment, thus providing access to call control and
monitoring functionality on Nortel and third-party switching platforms. The
IPML Connector provides a normalized interface to the switch links, exposing a
single call control and monitoring model to clients. It is similar in functionality
to the TAPI Connector and is used in the following environments:
a contact center that employs a third-party switch (Avaya G3 or Genesys
T-S erve r)
a contact center with legacy ActiveX Toolkit Desktop clients
an IVR-only implementation
The IPML Connector may also be required to forward device monitoring
information to the Contact Management Framework for Communication Control
Toolkit agent control.
.
CAUTION
Risk of CPU contention, increased network loading, disk
access degradation
Do not install the SAPphone server on the Communication Control
Toolkit se rver.
Planning and Engineering Guide 21
June 2007 Getting started
IPML interfaces
Open switch connectivity is achieved by using the TLS component of IPML.
This allows the Communication Control Toolkit server to function as an active
server for client connections deployed on the following CTI links:
Meridian Link Services (MLS)—(Meridian 1/Succession 1000) Meridian
Link Services is a protocol that allows the IPML Service Provider to
connect to Symposium Call Center Server, which in turn connects to the
switch. Symposium Call Center Server communicates with the switch
using AML. Meridian Link Services uses TCP/IP on an Ethernet link. It is a
proprietary protocol that is much simpler to use than the more primitive
AML.
IVR-ASAI—This is the interface to the Avaya G3.
IVR-GTS—This is the interface to the Genesys T-Server.
Communication Control Toolkit to IPML command and event
mapping
Contact Management Framework manages the mapping of Communication
Control Toolkit commands and events to IPML commands and events. It stores a
collection of objects that describe addresses, terminals, agents, and contacts. The
IPML Connector takes relevant objects from the Contact Management
Framework, maintains them, modifies them, and returns them. Both the IPML
Connector and Communication Control Toolkit are notified of changes on
objects that they register against.
Device types
All currently supported IPML device types are exposed to the IPML Connector.
These device types include
Station
Queue
RoutePoint
Pots
VirtualQueue
AgentPosition
PrimaryACD
SupplementaryACD
22 Communication Control Toolkit
Getting started Standard 5.01
MailBox
Trunk
Pseudo
MonitorChannel
SpecificDn
CDN
VDN
AgentId
SkillsetId
AdminLine
TerminalNumber
Station
These devices are modeled as Address objects. It is possible to determine the
underlying device type from the AddressCapabilities of the Address object.
Each address is associated with a single Terminal object. In the case of CDNs,
which have no real terminal association, a virtual Terminal object is instantiated.
Device registration and configuration
IPML configuration is performed using PeriView, a graphical tool for MPS and
IPML OA&M, which can be accessed via web interface from any node in the
contact center environment. Configuration data is stored in XML. Devices to be
monitored and controlled by IPML are defined in the CSVAPI and CSTAPI
external interface configuration modules.
Call data
IPML supports call data in key/value pair format. 40 sets of 40-byte key/values
pairs are supported, for a total of 3200 bytes of data per call. IPML sends data
directly to and retrieves data directly from the TAPI Connector and a data store
within Contact Management Framework (an infrastructure component that
manages the states of contacts, agents, terminals, and addresses).
Planning and Engineering Guide 23
June 2007 Getting started
Error reporting
Communication Control Toolkit uses the Windows Event Log subsystem to
record errors and other significant events. In addition to the standard event logs
(Security, System, and Application) Communication Control Toolkit creates and
maintains the following Communication Control Toolkit-specific error logs in
the Windows Event Log subsystem:
NCCT Security—Records failed Communication Control Toolkit client
logon attempts and events that may indicate attempts to breach security
(invalid message signatures, message sequence errors, and so on).
NCCT Audit Log—Records adds, moves, and changes of Communication
Control Toolkit users, terminals, addresses, and so on, and bulk imports.
NCCT Error Log—Records unexpected error conditions and program
exceptions, including full stack trace.
Note: The error logs mentioned above are used for new Communication Control
Toolkit components only. Legacy components continue to use the logging
mechanisms used in earlier releases.
SNMP
Communication Control Toolkit supports the generation of application-specific
traps to signal the occurrence of significant events occurring on the server.
Communication Control Toolkit generates Windows events. You can use a
Windows utility to generate traps from these events.
To use SNMP, you must enable and configure it on the server. For detailed
instructions, see the Installation and Maintenance Guide.
Note: For the IPML Service Provider, PeriSNMP provides an SNMP link to the
alarm log file. For more information, see the IPML Distributor Software
Installation Guide.
Performance monitoring
The Windows Performance Monitoring tool (PerfMon.exe) provides access to
system-wide and application-specific performance counters. System-wide
performance information includes information about memory utilization, CPU
usage, .NET CLR statistics, and so on.
24 Communication Control Toolkit
Getting started Standard 5.01
Communication Control Toolkit implements performance counters for items
such as the following:
Communication Control Toolkit client statistics (number connected, failed
connection attempts, connections dropped, and so on)
Contact Management Framework statistics (contacts queued, contacts
handled, and so on)
Agent Manager statistics (agents available, agents busy, and so on)
Planning and Engineering Guide 25
June 2007 Getting started
Related documents
This section lists the documents in which you can find additional information
related to the Nortel Communication Control Toolkit.
Nortel Communication Control Toolkit installation
The following documents contain procedures for installing the Nortel
Communication Control Toolkit hardware and software:
If you need information about Refer to
requirements for the Communication
Control Toolkit server
Symposium Portfolio Server And Operating
System Requirements, available on the
Partner Information Center (PIC) web site, in
the location
Products by Family (Documentation) /
Communication Control Toolkit 5.0/
Technical Guides and Reference
To access this web site, go to
www.nortel.com, and choose Partners
➝
Partner Information Center.
security issues and requirements Security Guide (available on the Partner
Information Center web site)
installing your server software Nortel Communication Control Toolkit
Installation and Maintenance Guide
26 Communication Control Toolkit
Getting started Standard 5.01
Communication Control Toolkit setup
The following documents provide instructions for the setup and configuration of
Communication Control Toolkit and the switch:
Integration Package for Meridian Link
The following documents provide instructions for the installation and
configuration of the Integration Package for Meridian Link (IPML):
Communication Control Toolkit API
The following documents provide instructions for the administration of
Communication Control Toolkit:
If you need information about Refer to
configuring the server Nortel Communication Control Toolkit
Installation and Maintenance Guide
switch configuration Network Managers Guide for Symposium
TAPI Service Provider for Succession,
release 3.0 (Part number 213346.02)
If you need information about Refer to
installing and configuring IPML IPML Distributor Software Installation
Guide (P0606090)
If you need information about Refer to
developing applications using the API Communication Control Toolkit Online Help,
available from the Developer Partners
Program web site
Planning and Engineering Guide 27
Chapter 2
Communication Control Toolkit
architecture
In this chapter
Architecture 28
Components 34
Communication Control Toolkit API application types 39
28 Communication Control Toolkit
Communication Control Toolkit architecture Standard 5.01
Architecture
The following illustrations show the architecture of the Communication Control
Toolkit in contact center, knowledge worker, and self-service environments.
Contact center architecture
In a contact center environment, Communication Control Toolkit enhances the
skill-based routing ability of Symposium Call Center Server by allowing you to
create customized agent applications, such as software phones, agent telephony
toolbars with screen pops, and intelligent call management applications.
In this environment, the TAPI Service Provider uses Meridian Link Services to
communicate with Symposium Call Center Server over the Nortel server subnet.
Through Symposium Call Center Server, it communicates with the switch.
Optionally, the IPML Service Provider connects to an IVR server on the Nortel
server subnet.
The diagram on page 29 shows an overview of the architecture of
Communication Control Toolkit in a contact center.
Planning and Engineering Guide 29
June 2007 Communication Control Toolkit architecture
Note: Solid lines show physical connections; dashed lines show logical
connections.
Telephony component
The telephony component is made up of the phonesets and the switch. On the
Succession 1000 switch, the telephony component is purely IP-based; on the
Meridian 1 switch, it is a more traditional TDM-based solution. Hybrid solutions
can be deployed for businesses that want to adopt a more evolutionary approach
to IP telephony rollout.
Switch
Agent
Desktop with
Communication Control Toolkit
client application
Symposium
Call
Center
Server
Web
Internet
Customer
Symposium
Web
Center
Portal
CRM
Server
Contact Management
Framework
TAPI
Service
Provider
IPML
Service
Provider
TAPI
Connector
IPML
Connector
Communication Control
Toolkit Server
CLAN
ELAN
PSTN
IVR
Telephone
Customer
30 Communication Control Toolkit
Communication Control Toolkit architecture Standard 5.01
Server components
Communication Control Toolkit server: A client/server application that
integrates a telephone on a user’s desktop with client- and server-based
applications. The telephone is physically connected to a switch but is not
physically connected to a client PC. You do not need any special
telephones, connectors, circuit packs, or additional wiring for the client PC.
Symposium Call Center Server: The core contact center component,
which provides intelligent call routing capability. This server runs the
Symposium Call Center Server application software. Symposium Call
Center Server allows you to identify each agent’s unique abilities, or
skillsets. All calls arriving at the switch are routed to the agent with the
appropriate skillset. Rules for call treatment and routing can be simple or
complex.
Symposium Web Center Portal (SWCP) (optional): A client/server
contact center application that expands contact center e-mail capabilities to
allow agents to view, respond to, and track requests over the Internet.
Unlike conventional e-mail requests to a single e-mail account, Symposium
Web Center Portal lists all your customers’ requests, and records all your
agents’ responses with the initial request. This allows you to measure and
control the volume of traffic from the Internet. Supervisors and
administrators can view real-time displays of contact center activities, as
well as run historical reports.
The agent/client interface presents the agent with a browser-based graphical
user interface. Agents can use it to respond to customers’ requests over the
telephone, by e-mail, or over the Internet.
Interactive Voice Response (IVR) server (optional): An application that
allows telephone callers to interact with a host computer using prerecorded
messages and prompts. You can use Nortel IVR systems, such as the MPS
500 or MPS 1000, or third-party IVR systems.
Note: The Communication Control Toolkit server can coreside with the
MPS 500.
Customer Relationship Manager (CRM): A custom or third-party
application that stores customer information and preferences.
Communication Control Toolkit client applications can access the CRM
database to produce screen pops or otherwise determine how customer calls
should be handled.
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