Nortel LinkPlexer Manual del operador

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

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.

This page and the following page are considered the title page, and contain Nortel Networks and

third-party trademarks.

*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, Contivity, DMS, DMS-10,

DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode,

Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera,

Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks

of Nortel Networks.

ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and

POSTSCRIPT are trademarks of Adobe Systems Incorporated.

CELERON, ITANIUM, INTEL XEON, INTEL INSIDE XEON, PENTIUM, PENTIUM II XEON, and

XEON are trademarks of Intel Corporation.

ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS,

POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft

Corporation.

MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc.

PCANYWHERE is a trademark of Symantec Corporation.

Installation and Configuration Guide v

Contents

1Getting 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

2Installation overview 29

System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Preinstallation procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

3Installing and configuring pcAnywhere 35

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Installing pcAnywhere version 11.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Configuring pcAnywhere 11.5 or later. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Uninstalling pcAnywhere 11.5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

4Installing and configuring the Eicon X.25 card 51

Supported configurations for X.25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Installing the Eicon X.25 card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

5Installing 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

6LinkPlexer 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

7Configuring 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

ATroubleshooting 119

Common problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Frequently asked questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Log files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Startup procedures for a Nortel Contact Center solution . . . . . . . . . . . . . . . 129

BConfiguring 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

CCS 2x00/DMS table definitions and examples 159

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Table definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

DDN association management 165

DN association management examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

October 2007 Contents

Installation and Configuration Guide vii

ELinkPlexer configuration changes 169

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Configuration file changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

FComparison of LinkPlexer across releases 173

Comparison matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

GSoftphone 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

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