Nortel CCT Manuel utilisateur

Autres manuels pour CCT

1

Ce manuel convient aux modèles suivants

1

Table des matières

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Nortel Express Call Center Manuel utilisateur

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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

1Getting 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

2Communication Control Toolkit architecture 27

Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Communication Control Toolkit API application types . . . . . . . . . . . . . . . . . 39

3Engineering 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

4Engineering 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

5Engineering the network 85

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . . 87

Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

6Setting up remote support with a VPN 105

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Guidelines for the Remote Support VPN at the customer’s premises . . . . . 108

VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

ASupported migration paths 113

Supported migration paths to Communication Control Toolkit 5.0 . . . . . . . 114

BSupported functions and events 117

Supported features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Supported events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

CStandard 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.