Nortel LinkPlexer Installation And Configuration Manual
Nortel LinkPlexer
Installation and Configuration Guide
Product release 6.0 Standard 3.02 October 2007
297-2183-964
Nortel LinkPlexer
Installation and Configuration Guide
Publication number: 297-2183-964
Product release: 6.0
Document release: Standard 3.02
Date: October 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 and LinkPlexer 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.
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Installation and Configuration Guide v
Contents
1 Getting started 9
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
About LinkPlexer 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2 Installation overview 29
System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Preinstallation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3 Installing and configuring pcAnywhere 35
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Installing pcAnywhere version 11.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Configuring pcAnywhere 11.5 or later. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Uninstalling pcAnywhere 11.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
4 Installing and configuring the Eicon X.25 card 51
Supported configurations for X.25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Installing the Eicon X.25 card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
5 Installing LinkPlexer 6.0 55
LinkPlexer 6.0 checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Installing the iButton software and hardware. . . . . . . . . . . . . . . . . . . . . . . . . 57
Installing LinkPlexer 6.0. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Using Nortel License Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Using Tracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
6 LinkPlexer 6.0 procedures 77
Upgrading from LinkPlexer 1.1 to 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
vi LinkPlexer
Contents Standard 3.02
Upgrading from LinkPlexer 1.2 to 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Backing up LinkPlexer and restoring to a new server . . . . . . . . . . . . . . . . . . 80
Backing up LinkPlexer to enable restoration in the event of a faulty PEP or
Service Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Installing an SU for LinkPlexer 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
7 Configuring and maintaining LinkPlexer 6.0 87
LinkPlexer 6.0 configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Starting the LinkPlexer 6.0 service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Uninstalling LinkPlexer 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Configuring LinkPlexer to use an X.25 connection . . . . . . . . . . . . . . . . . . . 106
Configuring LinkPlexer to use a TCP/IP connection . . . . . . . . . . . . . . . . . . 107
Configuring the CS 2x00/DMS switch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Configuring Contact Center Manager Server to use LinkPlexer 6.0 . . . . . . 109
Configuring the ICM TAPI driver to use LinkPlexer 6.0. . . . . . . . . . . . . . . 112
Configuring Periphonics VPS/is (Peri-ICM) to use LinkPlexer. . . . . . . . . . 117
A Troubleshooting 119
Common problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Frequently asked questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Startup procedures for a Nortel Contact Center solution . . . . . . . . . . . . . . . 129
B Configuring LinkPlexer for X.25/CompuCALL 133
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Configuring the Eicon X.25 card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Configuring the X.25 modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
CS 2x00 table definitions for configuring X.25/CompuCALL . . . . . . . . . . 151
C CS 2x00/DMS table definitions and examples 159
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Table definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
D DN association management 165
DN association management examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
October 2007 Contents
Installation and Configuration Guide vii
E LinkPlexer configuration changes 169
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Configuration file changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
F Comparison of LinkPlexer across releases 173
Comparison matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
G Softphone message sequence chart 177
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Generation of dv-Set-Offhook-U message sequence . . . . . . . . . . . . . . . . . . 179
Glossary 181
Index 189
viii LinkPlexer
Contents Standard 3.02
Installation and Configuration Guide 9
Chapter 1
Getting started
In this chapter
New in this release 10
Overview 12
About LinkPlexer 6.0 13
How to use this guide 23
Skills you need 24
Related documents 25
How to get help 27
10 LinkPlexer
Getting started Standard 3.02
New in this release
The following sections detail what is new in the Nortel LinkPlexer Installation
and Configuration Guide (297-2183-964) for release 3.02.
“Features” on page 10
“Other changes” on page 11
Features
See the following sections for information about feature changes:
“Installation updates” on page 10
“License Manager support” on page 10
“Continuity test” on page 11
Installation updates
LinkPlexer 6.0 supports Windows Server 2003. The operating system platform
changes affect the following sections:
“Minimum server requirements” on page 30
“Preinstallation procedures” on page 33
License Manager support
LinkPlexer supports Nortel License Manager with the addition of Service
Update 01. License Manager support affects the following sections:
“Support for Nortel License Manager” on page 18
“LinkPlexer 6.0 checklist” on page 56
“Installing the iButton software and hardware” on page 57
“Using Nortel License Manager” on page 73
“Installing an SU for LinkPlexer 6.0” on page 82
“LPConfig.ini section and parameter descriptions” on page 90
Installation and Configuration Guide 11
October 2007 Getting started
Continuity test
Continuity test updates affect the following sections:
“Application continuity test” on page 17
“SCAICOMS table” on page 155
“SCAICOMS” on page 161
Other changes
See the following sections for information about changes that are not featurerelated:
“Co-residency” on page 11
“Eicon configuration updates” on page 11
“Modem information updated” on page 11
“X.25 requirements” on page 11
Co-residency
LinkPlexer can be installed on its own server or co-resident with ot her Contact
Center applications. For more information, see “Co-residency” on page 19
Eicon configuration updates
Updated information for configuring the Eicon card was added. Eic on
configuration updates affect the following section:
“Configuring the Eicon X.25 card” on page 135
Modem information updated
Updated information about modem requirements and configuration for X.25 was
added. Updates about the X.25 modems affect the following sections:
“X.25 modem support” on page 31
“Configuring the X.25 modems” on page 144
X.25 requirements
If LinkPlexer uses X.25 to connect to the CS 2x00/DMS, LinkPlexer must be
installed on its own server. For more information, see “X.25 requirements” on
page 31.
12 LinkPlexer
Getting started Standard 3.02
Overview
Introduction
This document describes how to install and configure the Nortel LinkPlexer 6.0
application.
Throughout this guide, the term CS 2x00/DMS switch applies to the following
switch types:
Digital Multiplex Switch (DMS)
Communication Server 2000
Communication Server 2100
Meridian SL-100
Who should read this guide
This guide is designed for:
Nortel customers
Nortel personnel
Nortel distributors
Installation and Configuration Guide 13
October 2007 Getting started
About LinkPlexer 6.0
Introduction
LinkPlexer 6.0 is a Windows-based Contact Center application that enables
multiple applications to share the same communications session and CS 2x00/
DMS resources. Each application operates as if it were directly connected to the
CS 2x00/DMS. LinkPlexer 6.0 can connect to the CS 2x00/DMS using the ICM
protocol (IP) or CompuCALL (X.25); however, applications connect to
LinkPlexer 6.0 using Intelligent Call Management (ICM). With LinkPlexer 6.0,
an application that does not support CompuCALL can communicate on the
CompuCALL/X.25 interface of CS 2x00/DMS. If only one application is
connected to the CS 2x00/DMS, LinkPlexer is not required.
With LinkPlexer 6.0, a pplications can share Directory Number (DN) association
between different applications.
For example:
An Interactive Voice Response (IVR) application and Contact Center
Manager Server can share IVR voice ports. The IVR application controls
the ports while Contact Center Manager Server monitors and reports on
activity at the ports.
A softphone application, built using Communication Control Toolkit
(CCT), and Contact Center Manager Server can share agent positions. The
Contact Center Manager Server routes calls to and reports activity at the
agent positions while the softphone implements the agent capability.
A voice recorder and Contact Center Manager Server can share an agent
position. The Contact Center Manager Server monitors agent activity and
call routing at the position while the voice recorder uses the activity to
trigger recording.
14 LinkPlexer
Getting started Standard 3.02
Network architecture
The following diagram shows the general architecture of LinkPlexer 6.0.
Installation and Configuration Guide 15
October 2007 Getting started
The following diagram shows LinkPlexer 6.0, co-resident with Communication
Control Toolkit.
Features
This section describes the main features of LinkPlexer 6.0.
DN association sharing
Both CompuCALL and Intelligent Call Management (ICM) limit the association
of resources to a single session. Two host applications with simultaneous
CompuCALL/ICM application sessions established with a given switch cannot
have the same resource associated with the two sessions at the same time.
LinkPlexer 6.0 overcomes this limitation by propagating all resource messages
from the CS 2x00/DMS to all clients.
For example, a dv-call-offered message from the CS 2x00/DMS is propagated to
all applications and not just the client that originally issued the dv-dnassociation request.
16 LinkPlexer
Getting started Standard 3.02
ICM application multiplexing
The CS 2x00/DMS lets a resource be associated with only one link session with
the switch. LinkPlexer 6.0 enables ICM applications to share, through TCP/IP,
the same session and CS 2x00/DMS resources, and manages messages to and
from the switch.
Connectivity of ICM client to CompuCALL
LinkPlexer 6.0 supports a single connection to the CS 2x00/DMS switch, either
Ethernet TCP/IP or X.25. ICM-only applications can access CompuCALLequipped systems through this connection. LinkPlexer relays messages to the
X.25/ICM link on the switch.
Messaging
LinkPlexer 6.0 tracks each message from an application to the CS 2x00/DMS.
The initial response message is sent only to the sending application. Event or
unconfirmed type messages are broadcast to all connected applications.
An application communicating with LinkPlexer 6.0 operates exactly as if it were
connected directly to the CS 2x00/DMS.
DN association management
LinkPlexer 6.0 keeps track of which DNs and agent position IDs are associated
with each application (such as Contact Center Manager Server or
Communication Control Toolkit). This ensures that DNs and agent position IDs
associated with a particular agent/client connection are not disassociated by a
dv-Dn-Associate (delete) message being received from another application. For
more detailed information, see Appendix D, “DN association management.”
Session management
Session management is carried out by LinkPlexer 6.0 and operates as follows:
On service startup, LinkPlexer establishes a connection with the switch and
starts a logon session by sending a dv-Appl-Logon message.
When the last application disconnects from LinkPlexer 6.0, the link
between LinkPlexer 6.0 and the CS 2x00 /DMS is also disconnected. After a
short period (less than 10 seconds), LinkPlexer 6.0 reestablishes the
connection to the switch and restarts the logon session by sending a dvAppl-Logon message.
Installation and Configuration Guide 17
October 2007 Getting started
Client connection management
LinkPlexer 6.0 manages all application connections. An application connection
is any successful socket connection to LinkPlexer 6.0. Each connection uses o ne
LinkPlexer 6.0 license. The number of application connections is limited, by the
keycode, to 150.
LinkPlexer 6.0 maintains the integrity of the connection between the LinkPlexer
6.0 server and each connected application. This lets LinkPlexer 6.0 free the
license when an application disconnects.
Generation of dv-Set-Offhook-U on behalf of a softphone
When a physical phoneset is used to make an outbound call, the CS 2x00/DMS
sends a dv-Set-Offhook-U message at the time the phoneset goes offhook. When
a Communication Control Toolkit-enabled softphone is used to make an
outbound call, the CS 2x00 does not sent a dv-Set-Offhook-U message.
However, LinkPlexer 6.0 generates the dv-Set-Offhook-U message and sends it
to all connected applications. For more detailed information, see Appendix G,
“Softphone message sequence chart.”
Application continuity test
Contact Center Manager Server and LinkPlexer applications both support an
application-invoked continuity test. This test is sent by Contact Center Manager
Server or LinkPlexer applications to the switch and the switch responds. This
continuity test is initiated from the opposite direction from that of a switchinvoked continuity test but performs the same function from the perspective of
the application. In the case of Contact Center Manager Server to the CS 2x00/
DMS, the continuity test interval is 60 seconds. In the case of LinkPlexer to the
switch, you can configure the interval (default is 600 seconds). It is not
mandatory to have both a switch continuity test and an application continuity
test running.
For information about configuring a switch continuity test with X.25, see
“SCAICOMS table” on page 155. For information about configuring a switch
continuity test with TCP/IP, see “SCAICOMS” on page 161.
18 LinkPlexer
Getting started Standard 3.02
Support for Nortel License Manager
Service Update (SU) 01 for LinkPlexer 6.0 introduces support for the License
Manager technology in Contact Center Manager. With SU01, LinkPlexer
expects to obtains licenses from Nortel License Manager for applications to
connect to LinkPlexer. The License Manager can be local to or remote from the
LinkPlexer server. LinkPlexer supports both Nodal and Corporate licensing.
SU01 is backwardly compatible with the legacy iButton hardware and software.
LinkPlexer can be configured to use the lega cy technology.
Benefits
The main benefits of LinkPlexer 6.0 are:
Migration—LinkPlexer 6.0 facilitates the introduction of Nortel
applications (such as Contact Center Manager Server) into existing
customer CompuCALL or ICM-based networks without the need to
displace the existing applications.
Connectivity—LinkPlexer 6.0 provides conversion of ICM to X.25 and
vice versa, allowing ICM-only applications to be used with existing
CompuCALL links.
Compatibility—LinkPlexer performs no protocol conversion.
Applications conforming to the NIS Q218 CompuCALL/Meridian SCAI
Interface Specification can work in a LinkPlexer integrated environment.
Considerations and limitations
Operating system
The following table illustrates the operating system support of LinkPlexer 6.0
and Contact Center Manager Server.
Windows NT Windows 2000 Windows 2003
SCCS 5.0NoNoYes
LinkPlexer 1.2 Yes Yes No
CCMS 6.0NoNoYes
LinkPlexer 6.0 No Yes Yes
Installation and Configuration Guide 19
October 2007 Getting started
LinkPlexer 6.0 does not require a Windows 2003 service pack. However , Nortel
recommends that you install Service Pack 1 and all hot fixes to ensure full
security of the server.
Compatibility
The following table shows compatibility for LinkPlexer 6.0 and other Nortel
applications.
Co-residency
LinkPlexer can co-reside with other Nortel applications only if LinkPlexer
connects to the CS 2x00/DMS through ICM. Co-residency is not supported if
LinkPlexer uses X.25 to connect to the switch.
The following table shows co-residency support for LinkPlexer 6.0 and other
Nortel applications.
Application Compatibility with LinkPlexer 6.0
SCCS 5.0 Yes
CCMS 6.0 Yes
ICM TAPI Driver 1.1 Yes
CCT 6.0 Yes
PERI ICM 2.1 Yes
Symposium Agent 2.3 No
ATTENTION
When LinkPlexer co-resides with another application, that
application uses the IP addre ss of its own server rather than the
IP address of the switch.
LinkPlexer 1.2 LinkPlexer 6.0
SCCS 5.0 Yes Yes
CCMS No Yes
20 LinkPlexer
Getting started Standard 3.02
There are no special requirements or dependencies for LinkPlexer 6.0 when it is
installed co-resident with another application. However, limitations associated
with all applications must be respected.
For a co-resident system, Nortel recommends installing the most complex
system first. For example, when installing LinkPlexer co-resident with Contact
Center Manager Server, install Contact Center Manager Server first, and then
install LinkPlexer. During Contact Center Manager server configuration, enter
the IP address of the Contact Center Manager Server as the target switch
address. You can then install and configure LinkPlexer prior to server restart.
For pertinent startup information, see “Startup procedures for a Nortel Contact
Center solution,” on page 129.
Procedures in this guide apply to both stand-alone and co-resident installations
of LinkPlexer, except where it is stated otherwise.
Nortel recommends that you install LinkPlexer 6.0 on a separate server for the
following reasons:
ICM TAPI Driver 1.0 Yes Yes
CCT 6.0 No Yes (TCP/IP only)
Co-residency with CCT
is not supported if
LinkPlexer connects to
the switch through X.25.
PERI ICM 2.04 No No
Symposium Agent 2.3 No No
ATTENTION
LinkPlexer 6.0 and LinkPlexer 1.2 can co-reside; however,
there is no advantage to such a configuration. Nortel
recommends that you install LinkPlexer 6.0 only and
uninstall any previous versions.
LinkPlexer 1.2 LinkPlexer 6.0
Installation and Configuration Guide 21
October 2007 Getting started
Reliability—You can make changes to co-resident applications without
affecting the status of their link to the switch. This lets contact center
activity continue for other applications in the solution.
Troubleshooting—Diagnosis of issues is limited to LinkPlexer. Other
applications conflicting with the operation of LinkPlexer do not need to be
eliminated.
Application considerations
Applications connected to LinkPlexer 6.0 must cooperate in controlling
common resources:
A race condition can result if two applications attempt to change the state of
the same device at the same time.
One application should control the device, others should only monitor
events at the device. This is particularly applicable to controlling CDNs.
Only one application should attempt to control an individual CDN.
The applications must also be tolerant of receiving events related to resources
with which the application is not previously associated for the following
reasons:
Applications can still get events on devices they have disassociated.
Applications receive messages about resources that other applications are
monitoring.
The impact of receiving these unexpected events can only be determined
through testing the application in a LinkPlexer 6.0 environment.
Limitations
LinkPlexer 6.0 has the following known limitations:
X.25 bandwidth Enhanced Multi-Protocol Controller (EMPC) interface
limited to 19,200 bps. This is actually a CS 2x00/DMS limitation, rather
than a LinkPlexer limitation.
512 invoke IDs
invoke IDs are shared between applications
LinkPlexer supports a maximum of 512 invoke IDs in either direction
LinkPlexer can run out of invoke IDs if switch latency is long
22 LinkPlexer
Getting started Standard 3.02
Note: This is actually a CS 2x00/DMS limitation, rather that a LinkPlexer
limitation. This switch limitation is removed in SE/SN09 and is made available
in SCAI 19.
Remote Alarm Monitoring is not supported
Engineering guidelines
Nortel does not recommend connecting more than 10 applications to LinkPlexer
6.0.
Installation and Configuration Guide 23
October 2007 Getting started
How to use this guide
This guide provides information about installing and configuring LinkPlexer 6.0
for the Contact Center suite.
The guide includes details about:
installing LinkPlexer 6.0
configuring LinkPlexer 6.0
configuring Contact Center Manager Server to use LinkPlexer 6.0
LinkPlexer 6.0 procedures
24 LinkPlexer
Getting started Standard 3.02
Skills you need
This guide assumes familiarity with the following:
Microsoft Windows 2003
TCP/IP networking concepts such as IP address, subnet mask, and port
CompuCALL or ICM on CS 2x00/DMS switches
Contact Center 6.0 suite
Installation and Configuration Guide 25
October 2007 Getting started
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
engineering guidelines,
and server requirements
Contact Center Planning and
Engineering Guide
297-2183-934
Server requirements Nortel Contact Center Server and
Operating System Requirements
Guide
297-2183-263
The Contact Center
portfolio
Contact Center What’s New in
Release 6.0
297-2183-903
Required installation
and server data
Contact Center Installer’s Roadmap
(see www.nortel.com/pic)
297-2183-226
Switch configuration Contact Center – Manager Switch
Guide for Communication Server
2X00/DMS
297-2183-937
Server operating system
configuration and
requirements
Contact Center Manager Server
Technical Requirements and
Operating System Configuration
Guide
297-2183-212
Contact Center Manager Server
Technical Requirements and
Operating System Configuration
Guide for the coresident server
297-2183-944
Contact Center Manager
Administration Technical
Requirements and Operating System
Configuration Guide
297-2183-213
26 LinkPlexer
Getting started Standard 3.02
Communication Control Toolkit
Server Technical Requirements and
Operating System Configuration
Guide
297-2183-215
Contact Center 6.0 Security Guide
Contact Center Portfolio Service
Packs Compatibility and Security
Hotfixes Applicability List
Installation, upgrades,
migration, and
maintenance
Contact Center Manager Server
Installation and Maintenance Guide
297-2183-925
Contact Center Manager Server
Installation and Maintenance Guide
for the Co-resident Server
297-2183-218
Contact Center Manager Server
Installation and Maintenance Guide
for the Standby Server
297-2183-919
Contact Center Manager
Administration Installation and
Maintenance Guide
297-2183-926
Communication Control Toolkit
Installation and Maintenance Guide
297-2183-946
MPS and VPS/is interface to M1/
DMS100 (Peri-IPML v2.0, Peri-ICM
v2.0)
PO988599
ICM TAPI Network Manager’s Guide PO881940
For information about Refer to NTP number
Installation and Configuration Guide 27
October 2007 Getting started
How to get help
This section explains how to get help for Nortel products and services. However ,
before contacting Nortel for support, cons ult the Troubleshooting section of this
guide.
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:
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is the Nortel Technical
Support Web site:
w
ww.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
Link to Takes you directly to
Latest software The Nortel page for Contact Center located at
www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation
located at www.nortel.com/helmsman.
28 LinkPlexer
Getting started Standard 3.02
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 No rtel sup port co ntract, y ou can also get h elp ov er the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
w
ww.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. T o locate the ERC for your product or service,
go to:
w
ww.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.
Installation and Configuration Guide 29
Chapter 2
Installation overview
In this chapter
System requirements 30
Preinstallation procedures 33
30 LinkPlexer
Installation overview Standard 3.02
System requirements
Introduction
A LinkPlexer 6.0 system consists of a PC running the Microsoft Windows
Server 2003 operating system. The system is connected to a CS 2x00/DMS
switch.
See the Microsoft Windows Server Catalog (www.microsoft.com) for the latest
hardware and software designed especially for the Windows Server 2003 family.
See the hardware manufacturer’s Web site to ensure that the operating system is
supported.
Minimum server requirements
The minimum server requirements are as follows:
Intel Xeon 3GHz
Microsoft Windows 2003
512 MB RAM
18 GB storage
one network interface card (NIC). If LinkPlexer is co-resident with
Communication Control Toolkit, two NICs are required.
If you are using the Dallas Semiconductor iButton for software control and
licensing, the following requirements are necessary:
security iButton (dongle) and keycode
port (USB, parallel, or serial) for iButton adapter
If you are using X.25 (CompuCALL), the following requirements are necessary:
two communication ports (only one is required for ICM)
Eicon card
a pair of stand-alone modems
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