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297-2183-211

Symposium Web Client


Migrating Symposium Web Client 4.5 platform from Windows
2000 to Windows 2003

Product Release 4.5 Standard 2.0 March 2006


Symposium Web Client
Migrating Symposium Web Client 4.5 platform from Windows
2000 to Windows 2003

Publication number: 297-2183-211


Product release: 4.5
Document release: Standard 2.0
Date: March 2006

Copyright © 2006 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel 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 Symposium Web
Client is proprietary to Nortel. Any other use of the data and the transmission process is a violation
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March 2, 2006

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Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 v
Standard 2.0

vi Symposium Web Client


Revision history

March 2006 Migrating Symposium Web Client 4.5 platform from


Windows 2000 to 2003 Standard 2.0 is released. This version
includes updates to Chapter 3 for correct procedures for DNS
settings, and update to Chapter 5 to include procedures to
reset iceAdmin password.
October 2005 Migrating Symposium Web Client 4.5 platform from
Windows 2000 to 2003 Standard 1.0 is released.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 vii
Revision history Standard 2.0

viii Symposium Web Client


Contents

1 Getting Started 11
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2 Preparing for the migration 15


Step 1. Print data migration checklists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Step 2. Download the ADAM data migration software . . . . . . . . . . . . . . . . . 19

3 Preparing the source server for the migration 21


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Step 3. Ensure that Symposium Web Client 4.5 SU05 (or later) is installed . 23
Step 4. Perform a full backup of the source server. . . . . . . . . . . . . . . . . . . . . 24
Step 5. Back up migration data on the source server . . . . . . . . . . . . . . . . . . . 26
Step 6. Extract the AD Data Migration zip file onto the source server . . . . . 30
Step 7. Ensure DNS is correctly configured on the source server . . . . . . . . . 31
Step 8. Clear routes from filtersets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

4 Preparing the target server for the migration 37


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Step 9. Install SWC 4.5 SU05 (or later) on the target server . . . . . . . . . . . . . 39
Step 10. Ensure source server IP address is primary DNS server . . . . . . . . . 95
Step 11. Connect source server and target server off-network . . . . . . . . . . . . 97
Step 12. Add the target server into the source server domain . . . . . . . . . . . . 98
Step 13. Log the target server on to the source server domain. . . . . . . . . . . 101
Step 14. Extract the AD Data Migration zip file onto the target server . . . . 102

5 Migrating and restoring the data 103


Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Step 15. Prepare the source server for the Active Directory transfer . . . . . . 107
Step 16. Migrate the Active Directory data to the target server . . . . . . . . . . 109
Step 17. Update the DNS configuration of the target server . . . . . . . . . . . . 114
Step 18. Reset the new computer name of the target server . . . . . . . . . . . . . 120
Step 19. Run the Symposium Web Client ChangeSOAPSrv utility. . . . . . . 125
Step 20. Reset iceAdmin password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 ix
Contents Standard 2.0

Step 21. Change the IP address of the target server . . . . . . . . . . . . . . . . . . . 128


Step 22. Reconnect to the customer LAN. . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Step 23. Restore the data files from the source server to the target server. . 132

6 Postmigration tasks 135


Step 24. Configure Real-Time Reporting IP addresses on the target server 136
Step 25. Configure Emergency Help on the target server . . . . . . . . . . . . . . 142
Step 26. Recreate filtersets containing routes on the target server . . . . . . . . 144
Step 27. Test your migrated software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Step 28. Perform a full backup of the target server . . . . . . . . . . . . . . . . . . . 146
Next Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

7 Troubleshooting 153
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Trouble scenarios and tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Index 165

Glossary 171

x Symposium Web Client


Chapter 1

Getting Started

In this chapter
Overview 12

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 11
Getting Started Standard 2.0

Overview

Introduction
This book describes how to migrate from Symposium Web Client 4.5 SU05 (or
later) on a Windows 2000 Server/Advanced Server platform (source server) to a
Windows 2003 Server platform (target server). It is assumed that there is an
existing Symposium Web Client 4.5 SU05 (or later), which is correctly
configured and functioning on a Windows 2000 Server/Advanced Server
(source server) platform, and that there is a second server (target server)
available for an installation of Windows Server 2003 with Symposium Web
Client 4.5 SU05 (or later).

The procedures in this book describe an off-network migration. This gives you
the option of reusing the IP address of the source server, instead of having to
obtain a new IP address.

Skills and privileges you need


Due to the complex nature of the procedure to migrate between platforms, it is
essential that the person performing the migration has expertise in information
technology and network administration.

You will require administrative privileges on the source server and the target
server to perform some of the procedures in this guide.

Prerequisites for the migration


The migration procedure requires that you have two servers:
1. the current application server with Windows 2000 Server/Advanced Server
(source server) and Symposium Web Client 4.5 SU05 (or later) installed
2. a second server with Windows Server 2003 and Symposium Web Client
4.5 SU05 (or later) installed

12 Symposium Web Client


March 2006 Getting Started

In order to successfully complete the migration without corruption of data, you


must ensure that your source server and target server meet the following
conditions:
„ Each server must have the same version of Symposium Web Client and the
same service update installed. For example, if your source server has
Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/
Advanced Server installed, then you must install Symposium Web Client
4.5 with SU06 on the Windows Server 2003 target server.
„ The Windows Server 2003 computer (target server) must be a member
server of the Windows 2000 Server/Advanced Server (source server)
domain.
„ The source server and the target server must have different names.
„ The Winzip application must be installed on both the source server and the
target server in order to extract the migration software.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 13
Getting Started Standard 2.0

14 Symposium Web Client


Chapter 2

Preparing for the migration

In this chapter
Step 1. Print data migration checklists 16
Step 2. Download the ADAM data migration software 19

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 15
Preparing for the migration Standard 2.0

Step 1. Print data migration checklists

Print the following checklists before starting the migration. These checklists will
ensure that your servers are set up correctly and that all steps are performed.

16 Symposium Web Client


March 2006 Preparing for the migration

Preparation checklist for Windows 2000 Server/Advanced Server


(source server)

1 Ensure that Symposium Web Client 4.5 SU05 (or later) is installed ❏
and configured on the source server. For details, see “Step 3.
Ensure that Symposium Web Client 4.5 SU05 (or later) is
installed,” on page 23.

2 Back up the Windows 2000 Server/Advanced Server (source ❏


server). For details, see “Step 4. Perform a full backup of the
source server,” on page 24 and “Step 5. Back up migration data on
the source server,” on page 26.

3 Copy and extract the AD Data Migration zip file onto Windows ❏
2000 Server/Advanced Server (source server). For details, see
“Step 6. Extract the AD Data Migration zip file onto the source
server,” on page 30.

4 Ensure Domain Name Server (DNS) on Windows 2000 Server/ ❏


Advanced Server (source server) is correctly configured. For
details, see “Step 7. Ensure DNS is correctly configured on the
source server,” on page 31.

5 Migrate filtersets containing routes. For details, see “Step 8. Clear ❏


routes from filtersets,” on page 36.

Preparation checklist for Windows Server 2003 (target server)

1 Install and configure Symposium Web Client 4.5 SU05 (or later) ❏
on the Windows Server 2003 (target server). For details, see “Step
9. Install SWC 4.5 SU05 (or later) on the target server,” on page
39.

2 Ensure DNS is configured correctly on Windows Server 2003 ❏


(target server). For details, see “Step 9. Install SWC 4.5 SU05 (or
later) on the target server,” on page 39.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 17
Preparing for the migration Standard 2.0

Preparation checklist for Windows Server 2003 (target server)

3 Add Windows Server 2003 (target server) into the Windows 2000 ❏
Server/Advanced Server (source server) domain. For details, see
“Step 10. Ensure source server IP address is primary DNS server,”
on page 95.

4 Log the target server on to the Windows 2000 Server/Advanced ❏


Server (source server) domain using domain Administrator
account. For details, see “Step 13. Log the target server on to the
source server domain,” on page 101.

5 Copy and extract the AD Data Migration zip file onto the ❏
Windows Server 2003 (target server). For details, see “Step 14.
Extract the AD Data Migration zip file onto the target server,” on
page 102.

18 Symposium Web Client


March 2006 Preparing for the migration

Step 2. Download the ADAM data migration


software

In order to complete a platform migration of Symposium Web Client 4.5 from


Windows 2000 Server/Advanced Server (source server) to a Windows Server
2003 (target server), you require ADAM data migration software. The software
is available on ESPL (Enterprise Solutions PEP Library), formerly known as
MPL (Meridian Patch Library).

You can download the software from www.nortel.com/espl.

To download the ADAM Migration software


The software can be found in the Web Client area on ESPL at the link entitled
ADAM Data Migration Software.

Note: ESPL is available for distributors and certain COAM customers. To


access ESPL, you must register at www.nortel.com/register. After registering,
call 1-800-4-NORTEL to request access. All other customers seeking patch
information must contact their distributor or a Nortel representative. For North
American users, certification is required and can be obtained by attending the
Advanced Patch Training course (I.D. 6916AEN).
1 Go to www.nortel.com/espl.
2 From the main menu, select Multimedia PEP Search.
3 Select Click Here.
4 In the ID (SU or PEP) text box, type AD to ADAM Migration Tool.
5 Click Search.
Result: The search returns one item matching the search parameter.
6 Click the AD to ADAM Migration hyperlink from the search results list.
Result: A new window opens containing all details for the AD to ADAM
Migration Tool.
7 Scroll to the Attached Files section at the end of the page.
Result: There are two files located in the AD Data Migration.zip folder:

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 19
Preparing for the migration Standard 2.0

„ AD Data Migration.zip
Note: The AD Data Migration software is packaged as a zip file called AD
Data Migration.zip. The zip file contains two msi files called ADAM
Migration Tool.msi and ADAMSchema.msi. This zip file needs to be
extracted onto both the source server and the target server.
„ Migrating Symposium Web Client platform from Windows 2000 to
Windows 2003.
8 Click on AD Data Migration.zip to download the required files to the
directory of your choice on the source server and the target server.

20 Symposium Web Client


Chapter 3

Preparing the source server for the


migration

In this chapter
Overview 22
Step 3. Ensure that Symposium Web Client 4.5 SU05 (or later) is installed 23
Step 4. Perform a full backup of the source server 24
Step 5. Back up migration data on the source server 26
Step 6. Extract the AD Data Migration zip file onto the source server 30
Step 7. Ensure DNS is correctly configured on the source server 31
Step 8. Clear routes from filtersets 36

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 21
Preparing the source server for the migration Standard 2.0

Overview

This chapter details the tasks required to prepare the Windows 2000 Server/
Advanced Server (source server) for the migration.

Note: Nortel recommends that you print the checklists provided in step 1 to
ensure that each task is completed.

To prepare the source server for the migration you must complete the following
tasks:
„ Ensure that Symposium Web Client 4.5 SU05 (or later) is installed and
configured on the source server.
„ Back up the source server.
„ Copy and extract the AD Data Migration zip file onto the source server.
„ Configure DNS on the source server.
„ Clear routes from filtersets.

22 Symposium Web Client


March 2006 Preparing the source server for the migration

Step 3. Ensure that Symposium Web Client 4.5


SU05 (or later) is installed

Your source server must be an existing application server with Windows 2000
Server/Advanced Server and Symposium Web Client 4.5 SU05 (or later)
installed.

The source server must be installed and configured according to instructions in


the Nortel Symposium Web Client 4.5 Planning, Installation, and Administration
Guide.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 23
Preparing the source server for the migration Standard 2.0

Step 4. Perform a full backup of the source


server

Introduction
Before performing the migration procedure or performing any significant
upgrade of the application server, Nortel recommends that you make a
complete backup of the entire Symposium Web Client application server,
including Active Directory, using a proven third-party backup tool of your
choice, or the Microsoft Windows 2000 Server backup method. A full
backup of the source server allows regression of the source server back to its
original state, if required.

During the backup procedure, you must ensure that no data is changed between
the back up of Active Directory and the data files. Therefore, Nortel
recommends that you perform backups during periods of low activity.

Performing a full backup of the Windows 2000 Server/Advanced


Server (source server)
If you encounter a problem with the migration procedure, or if you encounter
a product problem, you can use the full backup you created to return the
source server to its original state.

24 Symposium Web Client


March 2006 Preparing the source server for the migration

For details on creating full backups of the application server, refer to Microsoft
documentation or the documentation of the third-party backup tool of your
choice.

CAUTION

Risk of loss of data


.

You can use Backup to back up and restore data on either File
Allocution Table (FAT) or NT File System (NTFS) volumes.
However, if you have backed up data from an NTFS volume used
in Windows 2000, Nortel recommends that you restore the data to
an NTFS volume, or you may lose data as well as some file and
folder features.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 25
Preparing the source server for the migration Standard 2.0

Step 5. Back up migration data on the source


server

Introduction
After you perform a full backup of the source server, create a backup of the
individual Nortel data files that are stored outside of Active Directory on the
source server. Nortel recommends that you back up the individual Nortel files in
addition to performing a full backup of the source server as this will create a
more manageable backup file containing only the data files that need to be
restored to the target server.
The data files that are stored outside of Active Directory that you must back up
before performing the full platform migration procedure include the following:
„ Historical report data
„ Real-time display snapshots
„ Emergency Help snapshots
„ Schedule data

These files are not transferred automatically from the source server to the target
server during the migration. These files must be restored separately on to the
target server in order to complete the migration between platforms.

There are two options for backing up these files:


„ Option 1: Manually copy files
The first option is to manually copy the files to a secure storage location,
such as a tape drive or a safe network drive. For details, see “To back up
data stored outside of Active Directory by manually copying files,” on page
27.
„ Option 2: Windows Backup Tool
The second option is to use the Windows Backup Tool to back up the
Symposium Web Client data files and the System State data. For details,
see “To back up data stored outside of Active Directory by using the
Windows Backup Tool,” on page 28.

26 Symposium Web Client


March 2006 Preparing the source server for the migration

To back up data stored outside of Active Directory by manually


copying files
Back up the files in the folders listed below to a secure storage location (for
example, a tape drive or a safe network drive):
„ C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\data
„ C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
„ C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ C:\Program Files\Nortel
Networks\WClient\Apps\AccessMgmt\AccessXML
(where C is the drive on which Symposium Web Client is installed).

In addition to the files listed above, you must also back up any files that you
have saved on the application server for Symposium Web Client operations,
such as:
„ custom report templates
„ Historical Reporting output files
„ snapshots of real-time displays
„ snapshots of Emergency Help panels

Note: The locations of real-time display snapshots and emergency help


snapshots are decided by the user. The default paths are listed below:
„ Real-time display snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-
time\Exports
(where C is the drive on which Symposium Web Client is installed).
„ Emergency Help snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Emergency-
Help\Exports
(where C is the drive on which Symposium Web Client is installed).

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 27
Preparing the source server for the migration Standard 2.0

To back up data stored outside of Active Directory by using the


Windows Backup Tool
You can back up the Symposium Web Client data files using the Windows
Backup Tool. To do so, you must back up the Symposium Web Client files
listed in the procedure “To back up data stored outside of Active Directory by
manually copying files,” on page 27.
1 Click Start > Programs > Accessories > System Tools > Backup.
2 Click the Backup tab.
3 Create a backup set of selected files.
To create a backup set of selected files:
a. Open the Select Files To Backup window.
Note: In this window, each drive, folder, and file has a check box next to it.
If a check appears in a check box, the file, the contents of the folder, or the
contents of the drive will be backed up. If a check appears in a check box
with a dark background, some items, but not everything, in the folder or
drive will be backed up.
b. Select the following files to back up:
„ C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\data
„ C:\Program Files \Nortel
Networks\WClient\Apps\Reporting\Historical\rpt
„ C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ C:\Program Files\Nortel
Networks\WClient\Apps\AccessMgmt\AccessXML
(where C is the drive on which Symposium Web Client is installed).

28 Symposium Web Client


March 2006 Preparing the source server for the migration

„ the directories where you have stored the following types of files (if the
directories are not the default folders specified in step 3b):
Historical report output files
Custom report templates
Real-time display snapshots
Emergency Help snapshots
Note: Real-time display snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-
time\Exports
(where C is the drive on which you installed Symposium Web Client).
Note: Emergency Help snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports
(where C is the drive on which you installed Symposium Web Client).
4 Click Next Step.
5 In the Select a destination for the backup window, select the destination
for the backup.
Note: If you have a supported tape backup drive that is detected by
Backup, it appears at the bottom of the Select a destination for the backup
window. If you do not have a tape drive, or your tape drive is not supported
or detected, you can select a floppy disk drive or a location on your hard
disk.
If you want to back up your files to a network drive, you must map a drive
letter to the network destination to which you want to back up your files. If
you have mapped a drive letter to a network drive, Backup displays it in the
Select a destination for the backup window.
6 Click Start Backup.
Note: If you have created a new backup set, you are prompted to name the
new backup set.
Result: Backup informs you when the backup operation is finished.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 29
Preparing the source server for the migration Standard 2.0

Step 6. Extract the AD Data Migration zip file


onto the source server

The AD Data Migration software is packaged as a zip file called AD Data


Migration.zip. For the download location of this software, refer to “Step 2.
Download the ADAM data migration software,” on page 19.

The zip file contains two msi files:


„ ADAM Migration Tool.msi
„ ADAMSchema.msi

This zip file needs to be copied and extracted onto the source server.

Note: The Winzip application must be installed on the source server in order to
extract the files contained within the zip file.

30 Symposium Web Client


March 2006 Preparing the source server for the migration

Step 7. Ensure DNS is correctly configured on


the source server

This step provides detailed instructions for the correct configuration of DNS on
a Microsoft Windows 2000 server/Advanced Server running Active Directory
that is being used as a Symposium Web Client application server. This computer
will act as a Domain Controller as Active Directory must be installed for
Symposium Web Client to operate correctly.

To configure the DNS Client on Symposium Web Client, for Host


Name Resolution
1 Click Start > Settings > Control Panel.
2 Double-click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

3 Right-click Local Area Connection.


4 Click Properties.
Result: The Local Area Connection Properties window appears.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 31
Preparing the source server for the migration Standard 2.0

32 Symposium Web Client


March 2006 Preparing the source server for the migration

5 Click on Internet Protocol (TCP/IP) and then click Properties.


Result: The Internet Protocol (TCP/IP) Properties window opens.

Note: If your Symposium Web Client server (source server) is not running
the DNS service, the IP address of the customer’s DNS server must be
added as the main DNS server. If your Symposium Web Client server
(source server) is running the DNS service, and the loop back address (that
is, 127.0.0.1) of the source server does not appear in the Preferred DNS
server box, you must follow the procedure below.
To specify the loop back address as the preferred DNS server
a. In the Internet Protocol (TCP/IP) Properties window, click Advanced.
Result: The Advanced TCP/IP Settings window appears.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 33
Preparing the source server for the migration Standard 2.0

b. Click the DNS tab.


Result: The DNS tab opens.

c. In the DNS server addresses, in order of use box, select any IP


addresses in the box and click Remove.
d. Click OK.
Result: A message appears warning you that the DNS server list is
empty and that the local IP address will be configured as the primary
DNS server address.
e. Click OK.
f. Click OK.
g. Verify that 127.0.0.1 appears in the Preferred DNS server box of the
Internet Protocol (TCP/IP) Properties window.

34 Symposium Web Client


March 2006 Preparing the source server for the migration

6 Click on the Advanced button in the Internet Protocol (TCP/IP)


Properties window.
Result: The Advanced TCP/IP Settings window appears.

7 Click on the DNS tab.


8 Select Append these DNS suffixes and click Add to enter the list of DNS
suffixes used by the organization. These suffixes are used to create fully
qualified names when queries are forwarded from this server.
9 Select the Register this connection's address in DNS box.
10 Click OK.
11 Click OK.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 35
Preparing the source server for the migration Standard 2.0

Step 8. Clear routes from filtersets

Due to the referential nature of Active Directory and Active Directory


Application Mode (ADAM), the ADAM migration procedure will not migrate
filtersets containing routes. This is because routes are not contained in partitions
and therefore are not referenced in Active Directory or Active Directory
Application Mode (ADAM).

In order to work around this limitation, you must clear routes before migrating
filtersets that contain routes.

CAUTION

Risk of loss of data


.

Any historical filterset containing routes will not migrate, and you
will lose all the information contained in the filterset unless you
complete the procedure below.

To clear routes from filtersets

For each user with historical filtersets containing routes:


1 Log on to Symposium Web Client on the Windows 2000 Server/Advanced
Server (source server).
2 Go to the Historical Reporting component.
3 Go to the Filtersets page in the Historical Reporting component.
4 Open each of the filtersets containing routes and clear all the route
numbers.

ATTENTION!
You must keep a record of the routes you remove as you
will need to add the routes again after the migration.

36 Symposium Web Client


Chapter 4

Preparing the target server for the


migration

In this chapter
Overview 38
Step 9. Install SWC 4.5 SU05 (or later) on the target server 39
Step 10. Ensure source server IP address is primary DNS server 95
Step 11. Connect source server and target server off-network 97
Step 12. Add the target server into the source server domain 98
Step 13. Log the target server on to the source server domain 101
Step 14. Extract the AD Data Migration zip file onto the target server 102

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 37
Preparing the target server for the migration Standard 2.0

Overview

After the source server has been prepared for the migration procedure, you must
also prepare the Windows Server 2003 (target server).

This section details the tasks required to prepare the Windows Server 2003
(target server):
„ Install Symposium Web Client 4.5 SU05 (or later) on the target server.
„ Ensure the IP address of the source server is configured as the primary DNS
server on the source server.
„ Add the target server (Windows 2003) into the source server domain.
„ Log the target server onto the Windows 2000 Server/Advanced Server
(source server) domain using domain Administrator account.
„ Copy and extract the AD Data Migration zip file onto the target server.

Note: Nortel recommends that you print the checklists provided in Step 1 to
ensure that each task is completed.

38 Symposium Web Client


March 2006 Preparing the target server for the migration

Step 9. Install SWC 4.5 SU05 (or later) on the


target server

Introduction
You must install and configure Windows Server 2003 and Symposium Web
Client 4.5 SU05 (or later) on the target server.

In order to successfully complete the migration without corruption of data, each


server must have the same version of Symposium Web Client and the same
service update installed. For example, if your source server has Symposium
Web Client 4.5 with SU06 on the Windows 2000 Server/Advanced Server
installed, then you must install Symposium Web Client 4.5 with SU06 on the
Windows Server 2003 target server.

For further details on installing and configuring Symposium Web Client 4.5, see
the Nortel Symposium Web Client Planning, Installation, and Administration
Guide.

Installing and configuring Windows Server 2003


Before you can install the required third-party software or the Symposium Web
Client application, you must complete the following procedures:
„ Create an NTFS partition as the primary partition on the application server.
„ Install Windows Server 2003 Enterprise Edition or Standard Edition,
including SMTP and IIS on the primary NTFS partition.

Windows Server 2003 requirements

When you install Windows Server 2003 Enterprise Edition or Standard Edition,
there are several Windows components in the installation process that are
required for Symposium Web Client:
„ Internet Information Services (IIS) with Simple Mail Transfer Protocol
(SMTP)
„ Terminal Services and Terminal Services Licensing

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 39
Preparing the target server for the migration Standard 2.0

Notes:
„ Because there are no specific guidelines or restrictions regarding the
number or size of the application server partitions for Symposium Web
Client, the person installing the software must determine the best hard disk
configuration for the application server. For example, there can be separate
partitions for the operating system, the application software, and the shared
folders that are required for exporting historical reports, or everything can
be installed and configured on the same partition.
„ To install IIS and Terminal Services, you must scroll through the list of
components, and check Application Server and the Terminal Services and
Terminal Services Licensing boxes. IIS is a subcomponent of Application
Server, and SMTP is a subcomponent of IIS.
„ Terminal Services can communicate with the Terminal Services License
Server (Terminal Services Licensing) only if they are in the same domain.
Therefore, Nortel recommends that you install both on the application
server.
„ When installing Windows Server 2003, ensure that you install it on a clean
server that is newly partitioned and free of other operating system
attributes. If the server contains existing operating system attributes, or if it
contains partitions left over from a previous operating system installation,
then you must manually configure the server with the correct IIS
permissions for proper Symposium Web Client functionality.

40 Symposium Web Client


March 2006 Preparing the target server for the migration

„ For details, see “Manually configuring Windows Server 2003 (only if


installed on a server that previously had Windows 2000 Server)” on
page 52.

ATTENTION!
Consult Microsoft for the latest information
Client Access Licensing. Nortel does not accept
any liability for end-user compliance with
Microsoft licensing agreements. This
information has been provided for your
convenience.
„ Client PCs running on Windows 2000 or
Windows XP require a Windows 2000 Server
Client Access License only; they do not require
a separate Terminal Services Client Access
License.
„ If the application server is running Windows
Server 2003, then you have the option of
purchasing either one Windows Server 2003
Client Access License (CAL) per user (user
CAL) who accesses the application server, or
per client PC (device CAL) that accesses the
application server. Choose the type of CAL that
best suits your organization.
„ Nortel does not provide these Client Access
Licenses.
„ If the client PC is accessing only Script
Variables or Application Thresholds, then these
licenses are not required.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 41
Preparing the target server for the migration Standard 2.0

Domain group policies and the application server


For Symposium Web Client to function properly when installed on a Windows
Server 2003 platform, the server on which ADAM is installed must not be a
domain controller. It is optional whether it is a member of a domain. If you
choose to add the server to an existing customer network domain, you must do
so after you install Symposium Web Client. You can join a Windows 2000 or a
Windows Server 2003 domain controller. However, you must note that each of
these domain controllers has different security policies that may affect the
application server.

Because Windows 2000 domain controllers do not have the additional Windows
Server 2003 security policies, when the application server is running Windows
Server 2003 and you add the server to a Windows 2000 domain controller, you
can only apply the Windows 2000 group security policies that are common to
Windows Server 2003. All new Windows Server 2003 security policies that are
not available in the Windows 2000 domain controller must be controlled by the
Windows Server 2003 local security policy.

If the application server is running Windows Server 2003 and you add the server
to a Windows Server 2003 domain controller, then you can define the security
policies in the Organizational Unit (OU) of the application server and combine
this with the local server security policies for an effective security setting.

You may need to adjust your group policies for Symposium Web Client or
exclude the application server from a specific group policy if conflicts are
identified. For more information on group policies and Symposium Web Client,
see the Nortel Symposium Call Center Web Client 4.5 Security Guide for
Windows Server 2003. This guide is available to distributors and channel
partners who have access to the Partner Information Center web site
(www.nortel.com/pic).

42 Symposium Web Client


March 2006 Preparing the target server for the migration

Windows Server 2003 checklist


This checklist provides you with an high-level overview of the recommended
configurations for Windows Server 2003 that are specific to the Symposium
Web Client application.

ATTENTION!
When you install Symposium Web Client, the Web Client
setup wizard creates a local Windows user called
iceadmin, and assigns full administrative access rights to
this user. During the Symposium Web Client installation,
the setup wizard prompts you to specify the password for
this user. You can change this password after the
installation, but you cannot delete the local iceadmin user
account in Windows Server 2003. If you delete this user
account, then you will not be able to log on to Symposium
Web Client either as webadmin or as any other user.

Windows Server 2003 installation checklist ✓

Set up a partition on the application server with an NTFS file ❑


system on the partition that will contain the Web Client
application.
ATTENTION
If you are unfamiliar with formatting hard drives, setting up
partitions, and selecting file systems, see your Microsoft
Windows Server 2003 documentation for more information
before you perform this procedure. Failure to do so may result
in loss of data.

After creating the partition, the system copies Windows Server ❑


2003 files to the hard drive. When the copy process is
complete, the system restarts.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 43
Preparing the target server for the migration Standard 2.0

Windows Server 2003 installation checklist ✓

Regional and Language Options window ❑


„ To view or change the system for your current geographical
region, click Customize. You can add new languages, and
change the way dates and numbers appear.
„ To view or change your system devices settings (mouse,
keyboard, monitor, and so on), click Details.

Personalize Your Software window ❑


Type your name and the name of your organization.

Your Product Key window ❑


Type the product key for your installation.

Licensing Modes window ❑


The following settings are recommended in this window:
„ Click Per Server.
„ Type 5* in the Concurrent Connections box. *See Note.
Note: The number that you type in this box must be equal to at
least the number of Terminal Services Client Access Licenses
(CAL) that you have purchased. The number of script editing
sessions allowed depends on the number of Windows Server
2003 CALs and Terminal Services CALs that you have
purchased, whichever is lower.
For the Windows Server 2003 CALs, you have the option of
purchasing a user CAL for each user who accesses the
application server, or a device CAL for each client PC that
accesses the application server. Choose the type of license that
best suits your organization.
Each client accessing the Script Manager or Editor portion of
Scripting requires both of these types of licenses; however, you
may have other client workstations in your network that only
have Windows Server 2003 CALs and do not require access to
Scripting.

44 Symposium Web Client


March 2006 Preparing the target server for the migration

Windows Server 2003 installation checklist ✓

Computer Name and Administrator Password window ❑


1 The system displays a computer name. Change this name to
match the computer name supplied to you by the network
administrator. The computer name can be a maximum of 12
characters only and can only include any one of the 52 English
alphabetic characters (A through Z in uppercase and “a”
through “z” in lowercase), any one of the ten digits 0 through 9,
and hyphens (-). No other characters are allowed (for example,
the name cannot include any underscores [_]).
2 Type the password for the Administrator account for this
computer. You must use this password whenever the username
Administrator is used to log on to the computer on which
Symposium Web Client resides.
Warning
If, at a later date, you change the computer name that you chose
during the Windows Server 2003 installation, you run the risk
of disrupting the operations of both Symposium Web Client
and Active Directory Application Mode since both applications
require that the computer name be identified on the network.
To help prevent disruption, on a Windows Server 2003
platform (either stand-alone or coresident), if you change the
computer name of the application server after you install the
Symposium Web Client software, then you must reset the
computer name in IIS. Additionally, you must reset the
Symposium Web Client SOAP files to reflect the new name by
having an administrator or support technician run the
ChangeSOAPSrv utility.

Date and Time Settings window ❑


Adjust as required.

Network Settings window ❑


1 Click Custom Settings.
2 Click Next. The Networking Components window appears.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 45
Preparing the target server for the migration Standard 2.0

Windows Server 2003 installation checklist ✓

Networking Components window ❑


Use this window to set up subnets, gateways, and domain
names.
Note: Before you choose the domain name for the application
server, consult with your LAN administrator to ensure that it
adheres to the naming conventions established for your
network. Domain names can only include alphanumeric
characters, including hyphens and periods, and cannot include
underscores.
1 Click Internet Protocol (TCP/IP), and then click
Properties. The Internet Protocol (TCP/IP) Properties window
appears.
Note: Do not use dynamic IP addressing.
2 Click Use the following IP address, and, in the IP address
section, enter the IP address for the application server, the
subnet mask, and default gateway that your company uses.
Note: Because you will be performing an off-network platform
migration, you can use any IP address in this step. At this point
in the procedure, the IP address on the target server must be
different to the IP address on the source server. However, you
can change the IP address on the target server to the source
server IP address after the migration and before you connect the
server back to the network.
3 Click Use the following DNS server addresses, and then
enter the IP address for the Preferred DNS server and Alternate
DNS server.
4 Click Advanced. The Advanced TCP/IP Settings window
appears.

46 Symposium Web Client


March 2006 Preparing the target server for the migration

Windows Server 2003 installation checklist ✓

Advanced TCP/IP Settings window ❑


1 Click the DNS tab.
2 In the lower half of the window, click Append these DNS
suffixes, and then click Add. Type the suffixes that your
company uses (for example, ca.softwaremaker.com).
3 If your company uses Windows Internet Naming Services
(WINS) or programs that require the NetBIOS protocol, do the
following:
„ Click the WINS tab.
„ Type the WINS IP address, and then click Add to add it to
the list. Click OK.
4 Click OK to close the General TCP/IP Settings window.
5 Click Next. The Workgroup or Computer Domain window
appears.

Workgroup or Computer Domain window ❑


Note: If you are installing a stand-alone or coresident server,
you add the server to your domain only after you have installed
the operating system and Symposium Web Client.
1 Click No, this computer is not on a network, or is on a
network without a domain.
2 Click Next. The Installing Components window appears.
Note: In Windows Server 2003, you can add the application
server to an existing domain, rather than setting it up as a
domain controller. To do so, you must choose No, this
computer is not on a network, or is on a network without a
domain in this installation window, and then add the server to
your domain after you have installed the Symposium Web
Client application.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 47
Preparing the target server for the migration Standard 2.0

Windows Server 2003 installation checklist ✓

Installing Components window ❑


The Windows Server 2003 setup wizard continues with the
installation, copying the files required for the settings you have
selected. When it is finished, the server restarts and you are
prompted to log back on as the Administrator account you
created.

Manage Your Server ❑


1 Click Add or remove a role. The Preliminary Steps window
appears.
2 Click Next. The wizard checks your network settings, and
then the Configuration Options window appears.
3 Click Custom configuration, and then click Next. The
Server Role window appears.
4 Click Add or Remove Programs. The Windows
Components window appears. Proceed to the next step.

48 Symposium Web Client


March 2006 Preparing the target server for the migration

Windows Server 2003 installation checklist ✓

Windows Components window ❑


Accept the default values in this window, and click Terminal
Server, Terminal Server Licensing, and Application Server.
Terminal Services is required for Symposium Web Client’s
Scripting component.
1 IIS is a subcomponent of Application Server and is checked
by default. Click Application Server, and then click Details to
check IIS on the components list.
2 SMTP is a subcomponent of IIS and is cleared by default.
Click Internet Information Services, and then click Details to
check SMTP on the components list.
3 If you selected any values, click OK to return to the
Windows Components window.
4 Click Next.
Note: As of date of publication, the following information on
Client Access Licensing was available from Microsoft. You
must consult Microsoft for the latest information. Nortel does
not accept any liability for end-user compliance with Microsoft
licensing agreements. This information has been provided for
your convenience.
„ Client PCs running on Windows 2000 or Windows XP
require a Windows 2000 Server CAL only; they do not
require a separate Terminal Services CAL.
„ If the application server is running Windows Server 2003,
then you have the option of purchasing either one Windows
Server 2003 CAL per user (user CAL) who accesses the
application server, or per client PC (device CAL) that
accesses the application server. Choose the type of CAL that
best suits your organization.
„ Nortel does not provide these CALs.
„ If the client PC is accessing only Script Variables or
Application Thresholds, then these licenses are not required.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 49
Preparing the target server for the migration Standard 2.0

Windows Server 2003 installation checklist ✓

Terminal Server Setup windows ❑


1 In the first window, read the information about Terminal
Services, and then click Next.
2 Click Full Security, and then click Next. The Terminal
Server Licensing Setup window appears.
3 Click Your Domain or Workgroup.
4 Accept the default location for the license server database,
and then click Next. The Configuring Components window
appears.
5 When the system has finished configuring the components
you selected, restart the server when it prompts you to do so.

Creating shared folders on the application server ❑


After you install Windows Server 2003, create the shared
folders and add the printers on the application server that will
be used for Scripting and Historical Reporting.

50 Symposium Web Client


March 2006 Preparing the target server for the migration

Windows Server 2003 installation checklist ✓

Install the Internet Group Management Protocol patch ❑


from Microsoft
After you install Windows Server 2003, depending on your
version of the software, you must download and install the
Internet Group Management Protocol (IGMP) patch from
Microsoft to receive multicast data properly.
To download and install the patch, you must contact Microsoft
Product Support Services, as described in the Knowledge Base
article listed in the following site:
http://support.microsoft.com/default.aspx?scid=kb;en-
us;815752
Note: If your version of Windows Server 2003 requires this
patch, but you do not install it, your server will not reliably
receive multicast data from the server in Symposium Call
Center Server. As of the date of publication of this guide, the
patch is required on the following versions of the Windows
Server 2003 operating system:
„ Microsoft Windows Server 2003, Enterprise Edition (32-
bit)
„ Microsoft Windows Server 2003, Standard Edition
The patch fixes an issue with the handling of multicast on
Windows Server 2003. The TCP/IP protocol stack that is
shipped with this operating system supports IGMP Version 3
by default. However, most of the data networking equipment
currently deployed use version 1 or 2. If the operating system
does not automatically drop back to version 1 or 2, the
multicast traffic does not get through to the application server.
Only after you install the patch, can the operating system
correctly detect that the network is using IGMP Version 2 and
drop back to use this version as well, and can multicast traffic
flow properly.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 51
Preparing the target server for the migration Standard 2.0

Manually configuring Windows Server 2003 (only if installed on a


server that previously had Windows 2000 Server)
Nortel recommends that you install Windows Server 2003 on a clean server that
is newly partitioned and free of other operating system attributes. However, if
the server contains existing operating system attributes, or if it contains
partitions left over from a previous operating system installation, then you must
manually configure the server with the correct permissions for proper
Symposium Web Client functionality.

This procedure assumes that you have installed Windows Server 2003 on an
application server that had previous operating system attributes or partitions
on it.

Follow the procedures in this section to manually configure the server. The
procedures can be broken down into two main steps, as follows:
1. After you install Windows Server 2003, verify that the default Windows
groups and permissions exist on all system drives.
2. If the default groups and permissions do not exist, add and remove groups
as necessary, and grant all groups the default permissions.

To verify the groups and permissions on all system drives


By default, when you install Windows 2000 Server, the system includes the
following groups:
„ Administrators
„ Creator Owner
„ Users
„ System

When you install Windows Server 2003 on a computer that contains Windows
2000 Server attributes or partitions, you must ensure that the server contains
these default groups with the default permissions listed in this procedure. If the
drives contain any additional groups (for example, the Everyone group), then
you must remove them.

52 Symposium Web Client


March 2006 Preparing the target server for the migration

1 Log on to the application server with administrator privileges.


2 On the application server, in Windows Explorer, navigate to drive C:, right-
click it, and then select Properties from the resulting pop-up menu.
Result: The Local Disk <drive letter> Properties window appears.
3 Click the Security tab.
4 In the Group or user names box, ensure that the Administrators group
appears with the following permissions selected in the Allow column at the
bottom of the window:
„ Full Control
„ Modify
„ Read & Execute
„ List Folder Contents
„ Read
„ Write
If the permissions are different than these, add or remove check marks in
the Allow column until they match these permissions, and then click OK to
save your changes.
Note: If the Administrators group is not listed, then you must add it on this
drive with the permissions listed above. For details, see “To add the
required groups to all system drives” on page 56.
5 Click Apply to save your changes.
6 In the Group or user names box, ensure that the Creator Owner group
appears with no permissions selected in the Allow column at the bottom of
the window.
Note: By default, there is a check mark beside Special Permissions.
However, this permission is read-only and cannot be changed.
7 Click Apply to save your changes.
8 In the Group or user names box, ensure that the System group appears
with the following permissions selected in the Allow column at the bottom
of the window:
„ Full Control
„ Modify
„ Read & Execute

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 53
Preparing the target server for the migration Standard 2.0

„ List Folder Contents


„ Read
„ Write
If the permissions are different than these, add or remove check marks in
the Allow column until they match these permissions, and then click OK to
save your changes.
Note: If the System group is not listed, then you must add it on this drive
with the permissions listed above. For details, see “To add the required
groups to all system drives” on page 56.
9 Click Apply to save your changes.
10 In the Group or user names box, ensure that the Users group appears
with the following permissions selected in the Allow column at the bottom
of the window:
„ Read & Execute
„ List Folder Contents
„ Read
If the permissions are different than these, add or remove check marks in
the Allow column until they match these permissions, and then click OK to
save your changes.
Note: If the Users group is not listed, then you must add it on this drive with
the permissions listed above. For details, see “To add the required groups
to all system drives” on page 56.
11 If any other groups appear in this window (for example, the Everyone
group), highlight the group, and then click Remove.
12 Click Advanced.
Result: The Advanced Security Settings for Local Disk <drive letter>
window appears.

54 Symposium Web Client


March 2006 Preparing the target server for the migration

13 Ensure that the settings are as shown in the graphic above:


„ Administrators has Full control permissions over This folder,
subfolders and files
„ Creator Owner has Full control permissions over Subfolders and
files only
„ System has Full control permissions over This folder, subfolders
and files
„ Users has Read & Execute permissions over This folder, subfolders
and files
14 If there are any extra permissions or groups shown (for example, the
Everyone group), highlight them, and then click Remove.
15 Click OK to save your changes and close the Advanced Security settings
window.
16 In the Local Disk <drive letter> Properties window, click OK to save all your
new settings.
Result: A window appears, asking you to confirm that you want to apply
these changes.
17 Click OK.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 55
Preparing the target server for the migration Standard 2.0

18 Repeat steps 2 to 17 on each system drive in the application server.

To add the required groups to all system drives


If any of the default groups that you require do not exist on any of the system
drives, then you must add them. After you add them, follow the steps in “To
verify the groups and permissions on all system drives” on page 52 to grant the
groups the proper permissions.
1 Log on to the application server with administrator privileges.
2 On the application server, in Windows Explorer, navigate to drive C:, right-
click it, and then select Properties from the resulting pop-up menu.
Result: The Local Disk <drive letter> Properties window appears.
3 Click the Security tab.
4 Click Add.
Result: The Select Users, Computers, or Groups window appears.
5 In the top of the window, locate the group that you want to add (for
example, Users).
6 Double-click the account.
Result: The user account appears at the bottom of the window.
7 Click OK.
Result: The user account appears in the Local Disk <drive letter>
Properties window.
8 Follow the steps in the procedure “To verify the groups and permissions on
all system drives” on page 52 to grant the group the proper permissions.
9 Repeat steps 4 to 8 until you have added all the required groups.

Applying security patches to the application server


Given the number of operating system security patches and the complexity
inherent in any network, Nortel recommends that you create a systematic and
accountable process for identifying and applying patches.

56 Symposium Web Client


March 2006 Preparing the target server for the migration

To help create such a process, you can follow a series of best practices
guidelines, as documented in the National Institute of Standards and Technology
(NIST) Special Bulletin 800-40, Procedures for Handling Security Patches.
This bulletin suggests that if an organization does not have a centralized group
to coordinate the storage, evaluation, and chronicling of security patches into a
library, then system administrators or the contact center administrator must
fulfill this role.

In addition to these guidelines, whenever possible, Nortel recommends that you


follow Microsoft’s recommendations regarding newly discovered
vulnerabilities, and that you promptly install any security patches issued by
Microsoft. Nortel also recommends that you follow the security guidelines for
Symposium Web Client, which are available through Nortel support
organizations or your distributor.

Whenever possible, Nortel incorporates the latest OS security recommendations


and patches in an integrated solutions testing strategy during each test cycle.
However, due to the urgent nature of security patches when vulnerabilities are
discovered, Nortel recommends that customers follow Microsoft’s guidelines as
they are issued, including any Microsoft installation procedures and security
patch rollback processes that may be in place. Finally, you must make a full
system backup before patching the system to ensure that a rollback is possible, if
required.

Note: If Symposium Web Client does not function properly after you apply a
Microsoft security patch, then you must remove the patch and revert to the
previous version of Symposium Web Client (from the backup you made before
applying the patch). For added security, always check to see if Nortel has
already verified the Microsoft patch for its compatibility with Symposium Web
Client by going to the Symposium Web Client section of the Partner Information
Center (PIC) web site at www.nortel.com/pic. On this page, under the Tools
section heading, click the link for the Symposium Service Packs and Security
Hotfixes Compatibility List.

Installing Sybase Open Client on the application server


You must install this software to use the Historical Reporting or Contact Center
Management component of Symposium Web Client. You must install this
application after you install Windows Server 2003, but before you install
Symposium Web Client.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 57
Preparing the target server for the migration Standard 2.0

Note: If you require any other third-party software (such as third-party backup
utilities or antivirus software), you must install it after you install Symposium
Web Client.

After you install Sybase Open Client version 12.5, you must update the Sybase
Open Client driver. For details, see “To upgrade the Sybase 12.5 ODBC driver”
on page 61.

To verify the version of Sybase Open Client that is already installed

Note: If you have Sybase version 12.0 installed on the application server, then
you can perform an upgrade to Sybase version 12.5 using the following
procedure. If you have a version of Sybase earlier than 12.0 installed on the
application server, then you must uninstall it before you install version 12.5. For
information on uninstalling the software, see the documentation posted on the
Sybase web site at
http://manuals.sybase.com/onlinebooks/group-as/asp1200e/aseinsnt.
1 On the server, click Start > Control Panel > System.
Result: The System Properties window appears.
2 Click the Advanced tab.
3 Click Environment Variables.
Result: The Environment Variables window appears.
4 Within the System variables section, locate the Sybase software entries.
For example, if Sybase Open Client version 12.0 is installed on the server,
it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version
12.5, it says SYBASE_OCS: OCS_12_5.

To install Sybase Open Client

Note: If you are installing Symposium Web Client on a coresident server


with Symposium Call Center Server, then Sybase Open Client version 12.5
is already installed, and you do not need to install it again.
You can use this procedure to install Sybase Open Client version 12.5 for the
first time, or to upgrade from version 12.0.

58 Symposium Web Client


March 2006 Preparing the target server for the migration

Symposium Web Client only functions with Sybase Open Client 12.5. If the
application server already has a version of Sybase installed that is newer than
version 12.5, then you must uninstall it completely before installing version
12.5.
1 Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.

3 Click Add New Programs.


4 Click CD or Floppy to indicate that you want to install Sybase Open Client
from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
5 Click Next.
Result: The Run Installation Program window appears.
6 Click Browse and navigate to the Sybase folder on the CD-ROM:
D:\SYBASE, where D is the CD-ROM drive.
7 Double-click setup.exe.
Result: The path to the setup.exe file appears in the Open box.

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8 Click Next.
Result: The Sybase Installer window appears, followed by the Installation
Type window.
9 Click Standard Install, and then click Next.
Result: The Choose Directory window appears.
10 If you are installing the software for the first time, type a custom location in
which to install the software, or accept the default location shown. Nortel
recommends that when you are upgrading from Sybase 12.0, you type the
same folder in which the Sybase software is currently installed. For
example, if the software is installed on drive E: in a folder called Sybase,
then you type E:\Sybase. However, if you do not know this location, then
you can type a custom location in which to install the software, or accept
the default location shown (C:\SYBASE).

ATTENTION!
When choosing a custom location in which to install
the Sybase software, do not choose a directory name
that contains a space. For example, do not choose
D:\Program Files\Sybase because the Sybase
installation program cannot process the space in
“Program Files.”

11 Click Next.
Result: The Summary window appears, displaying the components being
installed.
12 Click Next.
Result: The Create Directory window appears, prompting you to confirm
the name of the directory to which the files will be copied.
13 Click Yes.
Result: The Installing window appears, displaying a status bar while the
system installs the program. If you are upgrading to Sybase version 12.5,
the system asks if you want to overwrite the following existing Sybase .DLL
files. Click Yes when prompted to replace/reinstall these Sybase files:
„ replace mchelp.dll version 12.0 with version 12.5.0.0
„ replace mclib.dll version 12.0 with version 12.5.0.0
„ replace Language Modules version 12.0 with version 12.5

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„ reinstall Component Sybase Central 3.2.0


If the system prompts you to replace the following optional file, you can
click either Yes or No. Since the file is optional, your choice does not affect
the Sybase installation:
„ replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system
DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any
system DLLs.
Note: If a window with the following message appears, click OK:
COMCTL32.DLL - The system does not need this update.
When the installation is complete, the Sybase Installer window appears,
prompting you to restart the system before configuring the installed
components.
14 Click Yes.
Result: It can take several minutes for the dialog box prompting you to
restart to system to appear. Do not attempt to manually restart the system.
When restarting, log on as a user with administrator privileges. After the
system restarts, the Information window appears, confirming the Sybase
installation.

ATTENTION!
Do not remove the Symposium Web Client CD from
the CD-ROM drive during the system restart process.
The installation wizard carries out some final
configuration procedures after the system restarts.

15 Click OK.
16 Close the Control Panel window. Continue with the procedure below, “To
upgrade the Sybase 12.5 ODBC driver.”

To upgrade the Sybase 12.5 ODBC driver


After you install Sybase Open Client version 12.5, you must perform the
following procedure to update the Sybase ODBC driver, EBF11113.

Notes:
„ If you are installing Symposium Web Client on a coresident server with
Symposium Call Center Server, then Sybase Open Client version 12.5 is

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already installed and you do not need to install it again, nor do you need
to upgrade the Sybase 12.5 ODBC driver.
„ For further instructions, see the instructions.txt file, which is located in the
EBF11113 folder on the Symposium Web Client CD-ROM.
„ If you already have Sybase Open Client 12.5 installed on the application
server and are upgrading Symposium Web Client 4.5 from one build to the
next, then you must still perform this procedure to upgrade the Sybase
Open Client 12.5 ODBC driver before upgrading the Symposium Web
Client software.
1 On the application server, free up all active Sybase Open Client
connections as follows:
a. Close all Symposium Web Client browser sessions.
b. Stop any other third-party applications that are running on the
application server and that use Sybase Open Client.
2 On the application server, reset IIS as follows:
a. Click Start > Run.
b. In the Open box, type iisreset, and then click OK.
3 Install the updated driver, EBF11113, as follows:
a. On the application server, open an MS-DOS prompt, and then navigate
to the root directory of the Symposium Web Client CD-ROM.
b. Type the following xcopy command:
xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase
ODBC driver, %SYBASE% is the environment variable containing the
directory location of Sybase Open Client 12.5 software installed on the
application server, and C:\EBF11113.TXT is the log file that you can
use to verify whether all the files were copied correctly. The portion of
the command that lists /S /E /V /Y is forward slash ( / ), followed by the
letter shown.
4 On the application server, verify that the system successfully updated the
driver as follows:
a. Click Start > All Programs > Administrative Tools.
b. Click the Data Sources (ODBC) icon.
Result: The ODBC Data Source Administrator window appears.

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c. Click the Drivers tab.


d. In the tab, scroll down until you locate the Sybase ASE ODBC driver.
The correct driver version is 4.10.00.49.
Note: If the ODBC driver version is not 4.10.00.49, then open the log file,
C:\EBF11113.txt, to verify whether any error messages were recorded
during the xcopy.
Following a successful update, the text file contains results similar to those
listed below:
EBF11113\Cover.ROLL.11113.txt
EBF11113\instructions.txt
EBF11113\odbc\readme.txt
EBF11113\odbc\syodase.cnt
EBF11113\odbc\syodase.dll
EBF11113\odbc\syodase.hlp
EBF11113\odbc\syodaser.dll
EBF11113\odbc\syodases.dll
EBF11113\odbc\syodbas.dll
EBF11113\odbc\syodbasr.dll
EBF11113\odbc\SYODBC.LIC
EBF11113\odbc\syodldap.dll
EBF11113\odbc\syodssl.dll
EBF11113\odbc\syodutl.dll
EBF11113\odbc\syodutlr.dll
EBF11113\OLEDB\readme.txt
EBF11113\OLEDB\sydaadm.cnt
EBF11113\OLEDB\sydaadm.exe
EBF11113\OLEDB\sydaadm.hlp
EBF11113\OLEDB\sydaadmr.dll
EBF11113\OLEDB\sydaase.cnt
EBF11113\OLEDB\sydaase.dll

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EBF11113\OLEDB\sydaase.hlp
EBF11113\OLEDB\sydaaser.dll
EBF11113\OLEDB\sydaldap.dll
25 File(s) copied

Installing Symposium Web Client 4.5 on the application server

Before you begin


1. Ensure that the following Windows components and third-party software
have been installed and configured on the application server:
„ Windows Server 2003 Enterprise Edition or Standard Edition
„ Internet Information Services (IIS) with SMTP

„ Terminal Services and Terminal Services Licensing (required only for


the Script Manager or Editor portion of the Scripting component)
„ Sybase Open Client version 12.5 (required for Historical Reporting and
Contact Center Management)
If the setup wizard does not detect these programs or components on the
application server, it terminates the installation process.
2. Decide if you are installing Symposium Web Client as the default web site
on the application server, or if you are installing it as a virtual directory on
an existing web site.

ATTENTION!
Nortel recommends that you install Symposium Web
Client as the default web site, reserving the application
server solely for the use of Symposium Web Client.

3. Verify that IIS is completely installed before you install Symposium Web
Client. Click Start > All Programs > Administrative Tools. If Internet
Services Manager is listed, it means that IIS was successfully installed. If it
does not appear, then you must ensure that it is correctly installed before
you proceed with the Symposium Web Client installation.

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To install Symposium Web Client on the application server (no


ADAM replication)

Note: You must have administrator privileges in Windows Server 2003 to install
Symposium Web Client on the application server.
1 Insert the Symposium Web Client CD in the CD-ROM drive.
2 Click Start > Control Panel > Add or Remove Programs.
Result: The Add or Remove Programs window appears.

3 Click Add New Programs.


4 Click CD or Floppy to indicate that you want to install Symposium Web
Client from the CD-ROM.
Result: The Install Program From Floppy Disk or CD-ROM window
appears.
5 Click Next.
Result: The Run Installation Program window appears, and D:\setup
appears by default in the Open box, where D is the CD-ROM drive.
6 Click Next.

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Note: The program checks to see if the required third-party software is


installed on the server, and stops the installation if any of the minimum
requirements listed are not met. If all requirements are met, then the
installation continues (see page 66 for further steps).
The Symposium Web Client Setup Wizard window appears.

7 Click Next.
Result: The Key Code Information window appears.

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8 Type the serial number and key code for your Symposium Web Client 4.5
application.
Note: The serial number is the SWC ID provided on the Symposium Web
Client Keycode Acknowledgement sheet that is shipped with the software.

ATTENTION!
Key codes are case-sensitive.

9 Click Next.
Note: If you made an error entering the key code or serial number, the
system displays an error message in a dialog box. Click Back to return to
the Key Code Information window, and reenter the information.
Result: The replication selection window appears.

10 Click No.
Result: The Customer Information window appears.

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a. In the User Name and Organization boxes, type the appropriate


information.
b. To set up access restrictions for this Symposium Web Client
installation, click one of the options in the Install this application for
section.
Anyone who uses this computer (all users) indicates that you want
anyone who can log on to the computer to also be able to log on to
Symposium Web Client.

ATTENTION!
Nortel recommends that you click Anyone who uses
this computer (all users). Failure to do so can prevent
users who have authorization to use Symposium Web
Client from using the application server when they need
to.

Only for me (<username>) indicates that you want to make sure that
only a user with your username and password can log on to
Symposium Web Client.
11 Click Next.
Result: The Soap Configuration Parameters window appears.

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In this window, you must type the URL that you use to access Symposium
Web Client on the application server (without the http:// prefix) so that
certain Simple Object Access Protocol (SOAP) Web Services Description
Language (WSDL) files are installed and function properly. If the
Symposium Web Client default URL is the same as the application server’s
computer name, then you can accept the default value shown, and then
click Next. If, however, the Symposium Web Client default URL is the
application server’s fully qualified host name (for example,
<computername>.<domain name>.com), then you must type this name.
If you are installing Symposium Web Client as a virtual directory on an
existing web site, then you still type either the computer name or the fully
qualified host name as usual; you do not type a value that includes the
virtual directory name.
Note: If you change the computer name after you install Symposium Web
Client on Windows Server 2003, then some SOAP processes will not
function properly (because they still refer to the old computer name), and
you will not be able to work with the components that require SOAP
functionality, such as Configuration. To reset the SOAP files to reflect the
new computer name, an administrator or support technician must run the

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ChangeSOAPSrv utility. Additionally, you must also perform a procedure to


reset the name in IIS.

ATTENTION!
If you are not sure of the Symposium Web Client default
URL, then you can accept the default value shown.
However, if the client PCs that are used to access the
application server are located outside the server’s
domain, then you must type the fully qualified domain
name here. To view the fully qualified domain name of
the server, ping the server’s computer name. The results
of a successful ping include the fully qualified domain
name.

Note: If you are using the fully qualified domain name in this window, and if
you are going to add the application server as a Trusted Site when
configuring Internet Explorer on the client PC, then you must also add the
fully qualified domain name as a Trusted Site on each client PC that
accesses the application server.
Result: The Port Configuration for ADAM window appears.

12 Based on the server configuration, the default values in this window vary,
as follows:
„ Port 389 for LDAP and port 636 for SSL appear in this window. Before
accepting these default values, check with your administrator to ensure

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that these ports are not used by any other application. If these ports are
already being used, then ask your administrator to recommend new port
numbers and type them in the boxes provided.
„ Port 50000 for LDAP and port 50001 for SSL appear in this window.
Before accepting these default values, check with your administrator to
ensure that these ports are not used by any other application. If these
ports are already being used, then ask your administrator to recommend
new port numbers and type them in the boxes provided.
13 Click Next.
Result: The Web Site Type window appears.

You can install Symposium Web Client as the default web site on the
application server, or install it as a virtual directory on an existing web site.

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To install Web Client as the default web site


a. Click Default.

ATTENTION!
Nortel recommends that you click Default, reserving the
application server solely for the use of Symposium Web
Client for optimum performance.

To install Web Client as a virtual directory on an existing web site


a. Click Existing.
b. Click Next.
Result: The Virtual Directory Name window appears with WClient as
the default name. If you want to change the name, type a new name.
Note: The name you choose will be the name of the folder in the Default
Web Site tree in IIS.
14 Click Next.
Result: The Setup Type window appears.

15 Select Complete.

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16 Click Next.
Result: The Ready to Install the Program window appears.

17 Click Next.

ATTENTION!
Installation ends if you did not install the required third-
party applications prior to installing Symposium Web
Client.
An error dialog box appears listing the missing software,
and the setup wizard closes. You cannot complete the
Symposium Web Client installation until you install all
required software.

Result: The Installing Symposium Web Client window appears.

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Note: Sometimes the Files in Use window appears, notifying you of files
that you are using or windows that you have open that are preventing the
Symposium Web Client installation from proceeding. To continue with the
installation, close the files or windows listed, and then click Retry.
Occasionally, the window notifies you that you must close the Add/
Remove Programs window. In this case, click Retry. If the installation
does not proceed, then click Ignore. The installation proceeds.
18 After the program has installed the first series of files, the iceAdmin
Password Change window appears, prompting you to type a custom
password for the iceadmin user account. This user account has full
administrative privileges and is required for proper Symposium Web Client
functionality.
Note: You are only required to type the old password if you are reinstalling
Symposium Web Client 4.5 and you had chosen to preserve customer data
when you uninstalled the original software. Since you are performing a
fresh installation, the Old Password box is disabled.

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19 In the New Password box, type the new password for the iceadmin user
account.
Note: After you finish installing Symposium Web Client, you can change
this custom password.
20 In the Confirm Password box, type the password again, and then click
OK.
Result: The system ensures that you typed the same password both times,
registers the new password, and then the installation proceeds. It continues
with installing the Crystal Reports templates.
Then the system installs Active Directory Application Mode (ADAM).

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21 When the system is finished installing ADAM, click Next.


Result: The Welcome to the InstallShield Wizard for ServerSoapInstall
window appears.

Note: Sometimes the Welcome window does not appear; instead, the
system automatically starts installing the SOAP files.
Result: The system installs the required SOAP components and the ADAM
schema. The Completing the Symposium Web Client Setup Wizard window
appears.

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22 Click Finish to exit the setup wizard.


Result: Based on your installation type, a different window appears.
„ If you are installing Symposium Web Client on a coresident server, and
you have chosen to install TAPI 3.0 on the server, then a window
appears asking you to continue with the TAPI installation.

Click OK, and then insert the TAPI 3.0 CD into the server.
„ If you are not installing TAPI, then the Symposium Web Client Installer
Information dialog box appears.

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Click Yes to restart your computer.


23 Click Install.
Result: The Installing Symposium Web Client window appears with a
status bar that displays the progress of the installation process. When the
installation is complete, the Completing Symposium Web Client Setup
Wizard window appears.
24 Click Finish.
Result: The Symposium Web Client Installer Information window appears.
25 Click Yes to restart the system.

Applying the Service Update


Download and apply the same Service Update as is currently on the Windows
2000/Advanced server (source server) from the Nortel Enterprise Solutions PEP
Library web site at www.nortel.com/espl. To register for this web site, follow
the instructions listed at www.nortel.com/register.

Configuring the application server (Windows Server 2003)

To add the IUSR_SWC account as the anonymous user account for


IIS
You must perform this procedure on application servers running Windows
Server 2003 after you have installed Symposium Web Client. This procedure
replaces the anonymous user account in IIS (IUSR_ComputerName) with a
custom user account that is created during installation of SWC (IUSR_SWC).

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Note: You only need to perform this procedure once and only if the operating
system installed on the application server is Windows Server 2003. If you
upgrade Symposium Web Client after you perform this procedure, you do not
need to perform the procedure again.
1 Click Start > All Programs > Administrative Tools > Computer
Management.
Note: Based on your configuration of Windows Server 2003, you may be
able to click Start > Administrative Tools > Computer Management
(bypassing All Programs).
Result: The Computer Management window appears.

2 In the tree, click the plus sign (+) beside Local Users and Groups.
Result: The heading expands to reveal the Users and Groups folders.

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3 Click the Users folder.


Result: The list of users appears in the right pane.

4 In the right pane, right-click the IUSR-SWC user account, and then select
Set Password from the resulting pop-up menu.
Result: A warning box appears.

5 Click Proceed.
Result: The Set Password for IUSR_SWC window appears.

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6 Type the new password for this account, and then confirm the password.
Note: You must take note of the password that you type because you will
require it again later in this procedure.
7 Click OK.
Result: The system changes the password. Proceed with the remaining
steps to add the IUSR-SWC account as the anonymous account in IIS.
8 Click Start > Programs > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.
9 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.

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10 Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
11 Right-click Default Web Site, and then select Properties from the resulting
pop-up menu.
Result: The Default Web Site Properties window appears.
12 Click the Directory Security tab.

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13 Under the Authentication and access control heading, click Edit.


Result: The Authentication Methods window appears.

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14 Click Browse.
Result: The Select User window appears.

15 Click Advanced.
Result: The bottom portion of the Select User window expands.

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16 Click Find Now.


Result: The list of all the user accounts configured on the server appears.

17 From the list of user accounts, highlight the IUSR-SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR-SWC account
listed at the bottom.

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18 Click OK.
Result: The Authentication Methods window reappears, with the
IUSR-SWC user account shown, except now the Password box is empty.

19 In the Password box, type the same password that you typed in step 6.
20 Click OK.
Result: The Confirm Password window appears.
21 Type the password again, and then click OK.
Result: The system changes the password and the IUSR_SWC account is
now used for anonymous access in IIS.

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22 Click OK to save your changes.


23 Close all windows to complete the procedure.

To change the iceadmin user account password


After you have installed Symposium Web Client and have specified a custom
password for the iceadmin user account, you can change the password for this
account by performing the procedure in this section. This procedure is optional.

ATTENTION!
When you install Symposium Web Client, the Web Client
setup wizard creates a Windows user called iceadmin and
assigns full administrative access rights to this user.
During the Symposium Web Client installation, the setup
wizard prompts you to specify the password for this user.
You can change this password after the installation by
performing the following procedure, but you cannot
delete the iceadmin user account in Windows. If you
delete this user account, then you will not be able to log
on to Symposium Web Client either as webadmin or as
any other user.

1 Click Start > All Programs > Symposium Web Client > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

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3 Click IceAdmin Password Change.


Result: The iceAdmin Password Change window appears.

4 In the Old Password box, type the old password for this account.
5 In the New Password box, type the new password for the iceadmin user
account.
6 In the Confirm Password box, type the password again, and then click
OK.
Result: The system ensures that you typed the same password both times,
and then registers the new password in all required components.

To configure Internet Explorer 6.0 on the client PC


Before you begin, ensure that you have installed Internet Explorer Service
Pack 1. Start Internet Explorer 6.0. On the menu bar, select Help > About to
verify the Service Pack.

If the client PC is running Windows XP Service Pack 2, in addition to the


procedures in this guide, there are some additional steps that you must perform
to configure the browser for Symposium Web Client. For details, see the
Symposium Products Interim Compatibility Advisory for Microsoft Windows
XP Service Pack 2. This document is located on the Partner Information Center
(PIC) web site at www.nortel.com.

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1 Start Internet Explorer 6.0 or later.


2 From the menu bar, select Tools > Internet Options.
Result: The Internet Options window appears.
3 Click the Security tab.
4 Click the Trusted Sites icon.
5 Click Custom Level.
Result: The Security Settings window for trusted sites appears.
6 Under the ActiveX controls and plug-ins heading, ensure that Enable is
selected for the following ActiveX controls and plug-ins settings:
„ Run ActiveX controls and plug-ins
„ Script ActiveX controls marked safe for scripting
„ Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control
and plug-in:
„ Download signed ActiveX controls
7 Click OK.
Note: If you have enabled any ActiveX options, a message box appears,
asking you to confirm your choice. Click Yes.
8 Click Sites.
Result: The Trusted Sites window appears.
9 Clear the Require server verification {https:} for all sites in this zone
check box.
10 In the Add this Web site to the zone box, enter the server name (not the
IP address) for your Contact Center Manager Administration server.
Note: If you used the fully qualified domain name in the SOAP
Configuration Parameters window when you installed Symposium Web
Client on the Symposium Web Client server, then you must also add this
name as a Trusted Site. Type the fully qualified domain name in the Add
this Web site to the zone box, and then click Add.
11 Click Add.
12 In the Add this Web site to the zone box, type about:blank.

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13 Click Add.
Note: This ensures that the “about:blank” URL is not blocked by Internet
Explorer and that the Select All and Submit buttons function properly in
Contact Center Management, Historical Reporting, and Access and
Partition Management.
14 Ensure that about:blank appears correctly in the Web sites box (without the
http:// prefix and without spaces).
15 Click Close to return to the Internet Options window.
16 Click the Privacy tab to choose the way you want to handle cookies:
„ To disable all cookies, drag the slider to the top of the ruler until Block
All Cookies appears at the top.
„ Alternatively, drag the slider to any of the levels in the middle of the ruler
until you reach the desired privacy setting.
17 Click Apply.
18 Click the Advanced tab.
19 Under Browsing, clear the Reuse windows for launching shortcuts
check box.
20 Click OK to exit the Internet Options window.
21 Restart Internet Explorer 6.0 to activate your changes.

Installing Simple Object Access Protocol


Previous versions of Symposium Web Client used Remote Data Service (RDS)
technology for retrieving data through client PCs from the application server.
However, in Symposium Web Client 4.5 and later, this method of data retrieval
is no longer applicable.

For Symposium Web Client 4.5 (and later) to function correctly, you must
install a software package containing Simple Object Access Protocol (SOAP)
components. You must perform this installation on every client PC that accesses
the application server and that runs any one of the following operating systems:
„ Windows Server 2003, Windows XP, Windows 2000 Professional,
Windows 2000 Server, or Windows 2000 Advanced Server

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SOAP provides a means of communication between applications running on


different operating systems, with different technologies and programming
languages.

To install Simple Object Access Protocol


When you use the client PC to connect to an application server running
Symposium Web Client 4.5, the system checks whether the client PC contains
the required SOAP files. If SOAP 3.0 is not installed, then a warning message
appears, followed by a series of windows that enable you to download and
install the SOAP files directly from the application server. You have three
choices: you can click Cancel to download it later; you can save the software to
the client PC’s hard disk for later installation; or you can install the software
immediately.
Only users who are logged on to the client PC with administrator privileges can
install the software. If users without administrator privileges are logged on to the
client PC, then they have the option of downloading and saving the
ClientSOAP.msi file to the client PC’s hard drive. An administrator can then
install the software later by double-clicking this file. However, note that you
cannot use Symposium Web Client until the client SOAP software is installed.

Note: You only need to perform this installation once on each client PC,
regardless of the number of Symposium Web Client upgrades you install
afterward.
1 On the client PC, open Internet Explorer.
2 In the Address box, type the URL address of the application server. The
default URL address is http://<Application Server>.
3 Press Enter.
Result: The application server displays the Symposium Web Client main
logon window.
4 In the User Name and Password boxes, type your logon details, and then
click Login.
Result: A warning message appears, notifying you that you must have
SOAP 3.0 installed on the client PC.

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5 Click OK.
Result: A message box appears, enabling you to download the SOAP
package.

6 Click OK to download the SOAP software.


Note: Click Cancel if you want to download the software at a later date.
Symposium Web Client will not function properly until you install SOAP on
the client PC.
Result: A window appears, enabling you to download and install the
SOAP files immediately, or save the files to the client PC for a later
installation.

7 Click Open to begin the installation. You must be logged on with


administrator privileges to install the SOAP software.
Note: If you prefer to save the SOAP installation file, ClientSOAP.msi, to
the client PC for a later installation, click Save. A window appears, enabling
you to choose the location where you want to save the file. A user with

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administrator privileges must double-click this file to install the software on


the client PC.
Result: The installation program verifies the operating system and setup of
the client PC. The SOAP installation proceeds and the Welcome window
appears. You may have to wait a few moments while the program searches
for installed applications, as shown in the following graphic:

8 When the program finds the required applications, click Next.


Result: The Ready to Install the Program window appears.

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9 Click Install.
Result: The Installing SOAP window appears.

The program installs the required SOAP components. When it is finished,


the InstallShield Wizard Completed window appears.
10 Click Finish.

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Step 10. Ensure source server IP address is


primary DNS server

Before attempting to migrate Symposium Web Client data from the source
server to the target server, you must ensure that all domain member servers and
clients are pointing to your Windows 2000 DNS server (that is, your source
server). Therefore, in TCP/IP properties your primary DNS server must be the
IP address of the Windows 2000 DNS server (that is, the IP address of your
source server).

To configure DNS on the target server to use the Windows 2000


DNS server (source server)
1 Click Start > Settings > Control Panel.
2 Double-click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

3 Right-click Local Area Connection and then click Properties.


4 Click on Internet Protocol (TCP/IP) and then click Properties.
Result: The Internet Protocol (TCP/IP) window appears.

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5 In the Preferred DNS server box, enter the IP Address of the Windows
2000 Server/Advanced Server (source server).
6 Click OK.
7 Close all windows to complete the procedure.

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Step 11. Connect source server and target


server off-network

Introduction
Nortel recommends that you perform a full platform migration off-network. This
eliminates the need for obtaining a second IP address for the target server.

To connect source server and target server off-network


1 Remove the network cable from the source server to isolate it from the
network.
2 Connect the source server and the target server using a hub or a crossover
cable.

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Step 12. Add the target server into the source


server domain

The Windows Server 2003 computer (target server) must be a member server of
the Windows 2000 Server/Advanced Server (source server) domain.

To add the target server (Windows 2003) into the source server
domain
1 Click Start > Control Panel > System.
Result: The System Properties window opens.

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2 In the System Properties window, click the Computer Name tab.

3 To add the server to a domain, click Change.


Result: The Computer Name Changes window appears.

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4 In the Computer Name Changes window, you can change the computer’s
name and its domain or workgroup affiliation. To add the server to the
source server domain, click the Domain option button, and then type the
name of the source server domain (you must provide the Fully Qualified
Domain Name of the domain, which includes the prefix and suffix).
5 Click OK.
Result: When the system has processed your change successfully, it
notifies you that the server now belongs to the domain that you specified.
6 Restart the server when prompted to do so.

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Step 13. Log the target server on to the source


server domain

After the Windows Server 2003 (target server) boots to Control-Alt-Delete, you
must log the target server onto the Windows 2000 Server/Advanced Server
(source server) domain.

To log the target server on to the source server domain using


domain Administrator account
1 Press Ctrl-Alt-Del.
2 Click the Options button on the logon screen.
3 Select the Windows 2000 Server/Advanced server domain from the drop-
down list box.
4 Log on to the Windows Server 2003 (target server) using domain
administrator username and password.

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Step 14. Extract the AD Data Migration zip file


onto the target server

The AD Data Migration software is packaged as a zip file called AD Data


Migration.zip. For the download location of this software, refer to “Step 2.
Download the ADAM data migration software,” on page 19.

The zip file contains 2 msi files;


„ ADAM Migration Tool.msi
„ ADAMSchema.msi

This zip file needs to be copied and extracted onto the target server.

Note: In order to extract the files contained within the .zip file, the Winzip
application must be installed on the target server.

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Chapter 5

Migrating and restoring the data

In this chapter
Overview 104
Step 15. Prepare the source server for the Active Directory transfer 107
Step 16. Migrate the Active Directory data to the target server 109
Step 17. Update the DNS configuration of the target server 114
Step 18. Reset the new computer name of the target server 120
Step 19. Run the Symposium Web Client ChangeSOAPSrv utility 125
Step 20. Reset iceAdmin password 126
Step 22. Reconnect to the customer LAN 131
Step 23. Restore the data files from the source server to the target server 132

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Overview

Introduction
This chapter describes the procedures that you must follow to migrate and
restore your server data from Symposium Web Client 4.5 SU05 (or later) on
Windows 2000 Server/Advanced Server (source server) to Windows Server
2003 (target server).

Prerequisites
The migration procedure requires that you have two servers:
1. the current application server with Windows 2000 Server/Advanced Server
(source server) and Symposium Web Client 4.5 SU05 (or later) installed
2. a second server that has Windows Server 2003 (target server) with
Symposium Web Client 4.5 SU05 (or later) installed

In order to successfully complete the migration without corruption of data, you


must ensure that your source server and target server meet the following
conditions:
„ Each server must have the same version of Symposium Web Client and the
same service update installed. For example, if your source server has
Symposium Web Client 4.5 with SU06 on the Windows 2000 Server/
Advanced Server installed, then you must install Symposium Web Client
4.5 with SU06 on the Windows Server 2003 target server.
„ The Windows Server 2003 computer (target server) must be a member
server of the Windows 2000 Server/Advanced Server (source server)
domain.
„ The source server and the target server must have different names.

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Migrating data stored in Active Directory


To begin the migration process, you must transfer all Symposium Web Client
data that is currently stored in Active Directory on the Windows 2000 Server/
Advanced Server (source server) to the Active Directory Application Mode
(ADAM) storage framework on the Microsoft Windows Server 2003 (target
server). The data that you transfer in this procedure includes all your existing
access classes, partitions, and so on, which will enable you to continue to use
Symposium Web Client as before.

The main tasks in the data migration are:


„ Preparing the Windows 2000 Server/Advanced Server (source server) by
running the ADAM Migration Tool.msi.
This msi file modifies Active Directory data on the source server so that the
data transfer to Active Directory Application Mode on the target server can
succeed.
„ Migrating your Symposium Web Client data (stored in Active Directory)
from the source server to Active Directory Application Mode (ADAM) on
the target server.

Note: Only data stored in Active Directory on the source server is transferred
during the data migration.

The procedures for migrating data stored in Active Directory are documented in
“Step 15. Prepare the source server for the Active Directory transfer,” on page
107 and “Step 16. Migrate the Active Directory data to the target server,” on
page 109.

Restoring data that is not stored in Active Directory


The migration tool does not transfer the following information from the
Windows 2000 Server/Advanced Server (source server) to the Windows Server
2003 (target server):
„ Real Time Reporting Configuration settings (IP Send and IP Receive
Addresses)
„ Emergency Help Configuration Settings
„ Filtersets containing routes

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„ Files that are not stored in Active Directory.

These files will be restored from your backup files or reconfigured on the target
server after you complete the migration procedure.

The procedures for restoring data that is not stored in Active Directory are
documented in “Step 17. Update the DNS configuration of the target server,” on
page 114.

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Step 15. Prepare the source server for the


Active Directory transfer

Before migrating your data from the source server to the target server, you must
run the ADAM migration tool utility to prepare the source server for the Active
Directory transfer. This utility creates a new attribute in the Active Directory
schema and copies data into this new attribute, enabling all data to be transferred
to Active Directory Application Mode (ADAM) on the target server.

Note: You will require the AD to ADAM Data Migration software to prepare
the source server. Therefore, you must ensure the software has been extracted on
the application server. For details, see “Step 6. Extract the AD Data Migration
zip file onto the source server,” on page 30.

To execute the ADAM migration tool on the source server


1 Login to the source server using the Administrator account.

ATTENTION
You must login to the source server using the
Administrator account before your run the ADAM
Migration Tool.msi. If you login to the source server using
another account, or a local administrator account, the
ADAM Migration Tool.msi will not function correctly and
the migration will not succeed.

2 Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are


present on the source server. To download these tools, see “Step 6.
Extract the AD Data Migration zip file onto the source server,” on page 30.

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3 From the source server, run the file called ADAM Migration Tool.msi.
Result: The ADAM Migration Tool window appears.

4 Click Next.
Result: The system configures Active Directory.

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Step 16. Migrate the Active Directory data to


the target server

Note: Before you perform this procedure, you must know the following
information:
„ The name of the Windows 2000 Server/Advanced Server (source server)
domain to which the source server belongs
„ The administrator password for the Windows 2000 Server/Advanced
Server (source server)

To transfer the Active Directory data to the target server


1 Ensure that the ADAM Migration Tool.msi and ADAMSchema.msi are
present on the target server. To download these tools, see “Step 14.
Extract the AD Data Migration zip file onto the target server,” on page 102.
2 From the target server, run the file called ADAM Migration Tool.msi.
Result: The Welcome window appears.

3 Click Next.
Result: A message window appears checking that you have executed the
ADAM Migration Tool on the source server. This procedure is detailed in
“To execute the ADAM migration tool on the source server,” on page 107
and must be completed before you proceed to step 4.

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4 Click Yes.
Result: The ADAM Migration Tool - Install Shield Wizard window appears.

5 In the Enter the domain name of the Win 2000 Server text box, type the
name of the domain of the Windows 2000/Advanced Server (source server)
of which the Windows Server 2003 (target server) is now a member.

ATTENTION!
Ensure the domain name is entered correctly, otherwise
the data will not transfer successfully.
When adding the domain name, you must use the
domain name and not the netbios name (that is, do not
append a “0” at the end of the domain name). You must
also include the extension. For example, .com.

6 Accept the default port numbers shown for LDAP and SSL, or type new
values if your administrator instructs you to do so. If you change these
default values, they must be unique within your organization.
7 Click Yes to create a log file during the file transfer. The log file stores
information about the transfer, such as the data transferred and any errors
that occurred during the migration.
Result: A box appears, prompting you to type the name of the log file.

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8 Enter the name of your log file.


Tip: When entering the name of your log file, do not include a directory
path, as the log file is automatically created in the folder:
C:/Program Files/Nortel Networks/WClient/Nortel_Log
(Where C is the drive on which you installed the Symposium Web
Client software).
Note: You must ensure that you have sufficient space to store this file, as it
can be quite large, depending on the amount of data you are transferring.
You cannot choose the storage location of this file.
9 Click Next.
Result: The Ready to Install the Program window appears.

10 Click Install to start the synchronization of Active Directory data (on the
source server) with Active Directory Application Mode (ADAM) data (on the
target server).
Result: The system begins the migration. A window appears, asking you to
confirm that Active Directory Application Mode (ADAM) is to be removed
from the Windows Server 2003 (target server).
11 Click Yes.
Result: After Active Directory Application Mode (ADAM) is removed,
another window appears.
12 Click OK.
Result: The system then reinstalls Active Directory Application Mode
(ADAM) with new settings that enable the synchronization process to take
place. When the installation is finished, a new window appears, asking you
to type a password at the command prompt.

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13 At the prompt, type the Administrator password for the Windows 2000
Server/Advanced Server (source server), and press Enter.

ATTENTION
If you do not type the exact Administrator password, the
data will not transfer successfully. This window does not
reflect the characters as you type them; that is, no
asterisks appear while you type.

Result: The migration process continues. When it is finished, the


Completed window appears.

Note: The amount of time it takes for the Completed window to appear
from the moment when you type the Administrator password varies. The
following criteria influence the speed of the data transfer from the Active
Directory on the source server to the ADAM on the target server:
„ The speed of the computers used, both Source and Target
„ The speed of the network that the computers are on
„ The amount of Symposium Web Client data that must be transferred
from the Active Directory on the Source Server to Active Directory

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Application Mode (ADAM) on the Target Server. The more data you
have, the more time it takes to perform the transfer.
14 Click Finish to complete the transfer process.
15 Before continuing with the rest of the migration process, perform a quick
test to ensure the data was transferred properly. On the Windows Server
2003 (target server), launch Internet Explorer.
16 In the Address box, type the URL or IP address of the Windows Server
2003 (target server). The default URL address is http://<Application Server
name>.
Result: The system displays the main logon window of Symposium Web
Client.
17 In the User Name and Password boxes, log on to the server using the
webadmin username and password, or any other username/password
combination that you know was stored on the Windows 2000 Server/
Advanced Server (source server).
18 Click Login.
Result: If you can log on and verify that any servers which were configured
on the Windows 2000 Server/Advanced Server (source server) are now
visible on the Windows Server 2003 (target server), then the data transfer
was successful.
Note: Do not perform more in-depth tests of the data transfer until you
restore the non-Active Directory files from the source server to the target
server. For details, see “Step 17. Update the DNS configuration of the
target server,” on page 114.

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Step 17. Update the DNS configuration of the


target server

Introduction
After all data has been successfully transferred from the Windows 2000 Server/
Advanced Server (source server) to the Windows Server 2003 (target server),
the target server no longer needs to be configured as a member of the source
server domain.

To update the DNS configuration on the target server


1 Log off as the domain user on the Windows Server 2003 (target server),
and then log on as the local Administrator on the target server.
2 On the target server, click Start > Settings > Control Panel.
3 Double-click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

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4 Right-click Local Area Connection and then click Properties.


Result: The Local Area Connection Properties window appears.

5 Click on Internet Protocol (TCP/IP) and then click Properties.


Result: The Internet Protocol (TCP/IP) Properties window opens.

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6 In the Preferred DNS server box, enter the IP address of the DNS server
on your network. Your network administrator will be able to provide you with
this information.
7 Click OK.
8 Close all windows to complete the procedure.

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To remove the target server from the source server domain


1 Click Start > Control Panel > System.
Result: The System Properties window opens.

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2 In the System Properties window, click the Computer Name tab.

3 To add the server to a domain, click Change.


Result: The Computer Name Changes window appears.

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4 In the Computer Name Changes window, you can change the computer’s
name and its domain or workgroup affiliation. To add the server to an
existing domain, click the Domain option button, and then type the name of
the domain (you must provide the Fully Qualified Domain Name of the
domain, which includes the prefix and suffix).
5 Click OK.
Result: When the system has processed your change successfully, it
notifies you that the server now belongs to the domain that you specified.
6 Restart the server when prompted to do so.
7 After the DNS settings have been updated on the Windows Server 2003
(target server), you can decommission the Windows 2000 Server/
Advanced Server (source server).

What’s next?
If the computer name or IP address are not going to be changed, then you can
proceed directly to “Step 22. Reconnect to the customer LAN,” on page 131.

If the computer name or IP address are going to be changed, proceed to “Step


18. Reset the new computer name of the target server,” on page 120, “Step 19.
Run the Symposium Web Client ChangeSOAPSrv utility,” on page 125, “Step
20. Reset iceAdmin password,” on page 126, and “Step 21. Change the IP
address of the target server,” on page 128.

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Step 18. Reset the new computer name of the


target server

If the computer name or IP address are not going to be changed, then you can
proceed directly to “Step 22. Reconnect to the customer LAN,” on page 131.

When you change the computer name on a Windows Server 2003 platform after
you install Symposium Web Client, reset the IUSR_SWC account to reflect the
new name in order that Symposium Web Client will function properly.

Perform this procedure on a stand-alone application server that is running


Windows Server 2003 only if you have changed the computer name of the
server after installing Symposium Web Client.

To reset the IUSR_SWC account to reflect the new computer name

On a stand-alone application server, an administrator must reset the IUSR_SWC


account to reflect the new computer name.
1 Click Start > Programs > Administrative Tools > Internet Information
Services (IIS) Manager.
Result: The Internet Information Services (IIS) Manager window appears.
2 In the tree, click the plus sign (+) beside <Computer_Name> (local
computer).
Result: The heading expands to reveal a series of folders.
3 Click the plus sign (+) beside the Web Sites folder.
Result: The folder expands.
4 Right-click Default Web Site, and then select Properties from the resulting
menu.
Result: The Default Web Site Properties window appears.
5 Click the Directory Security tab.
Result: The Directory Security page opens.

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6 Under the Authentication and access control heading, click Edit.


Result: The Authentication Methods window appears.
7 Click Browse.
Result: The Select User window appears.

8 Click Advanced.
Result: The bottom portion of the Select User window expands.

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9 Click Find Now.


Result: The list of all the user accounts configured on the server appears.

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10 From the list of user accounts, highlight the IUSR_SWC account, and then
click OK.
Result: The Select User window reappears with the IUSR_SWC account
listed at the bottom.

11 Click OK.
Result: The Authentication Methods window reappears, with the
IUSR_SWC user account shown.

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12 In the Password box, type the same password that you originally used for
this account when you configured it.
13 Click OK.
Result: The Confirm Password window appears.
14 Type the password again, and then click OK.
Result: The system records the password.
15 Click OK to save your changes.

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Step 19. Run the Symposium Web Client


ChangeSOAPSrv utility

If the computer name or IP address are not going to be changed, then you can
proceed directly to “Step 22. Reconnect to the customer LAN,” on page 131.

After you change the computer name, some SOAP processes will not function
properly (because they still refer to the old computer name). On a stand-alone
application server, an administrator or support technician must run the
Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to
reflect the new computer name.

Perform this procedure on a stand-alone application server that is running


Windows Server 2003 only if you have changed the computer name of the
server after installing Symposium Web Client.

To run the Symposium Web Client ChangeSOAPSrv utility


1 On the application server, open a command prompt and navigate to the
directory:
C://Program Files/Nortel Networks/WClient/Apps/Supportutil
(where C is the drive on which Symposium Web Client is installed).
2 At the prompt, type the following text:
ChangeSOAPSrv C:\\Program Files\Nortel Networks\WClient\Apps\
Common/SOAP;<computer name>
where <computer name> is the name of the server, or the Fully Qualified
Domain Name, if this is what you use as the Symposium Web Client default
URL (for example, <computername>.<domain name>.com).
3 Press Enter.
Result: A window appears, showing the updated SOAP files.
4 To verify that SOAP processes are functioning, try launching and working
with a Symposium Web Client component that requires SOAP (for
example, Configuration).

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Step 20. Reset iceAdmin password

If the computer name or IP address are not going to be changed, then proceed
directly to “Step 22. Reconnect to the customer LAN,” on page 131.

If you change the computer name, you must reset the iceAdmin password for
Symposium Web Client to function properly.

To reset the iceAdmin password after a computer name change


1 Click Start > Programs > Symposium Web Client > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.
3 Click IceAdmin Password Change.
Result: The iceAdmin Password Change window appears.

4 In the Old Password box, type the old password.


5 In the New Password box, reenter the old password for the iceAdmin user
account. This will reset the iceAdmin password.

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6 In the Confirm Password box, type the password again, and then click
OK.
Result: The system ensures that you typed the same password both times,
and then resets the password in all required components.

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Step 21. Change the IP address of the target


server

If the computer name or IP address are not going to be changed, then you can
proceed directly to “Step 22. Reconnect to the customer LAN,” on page 131.

It is possible to change the IP address of the Symposium Web Client server


simply by changing the IP address of the Network Interface Card (NIC). There
are no other changes required for the application to continue to function
correctly.

Note: To prevent IP conflict, you must disconnect the target server from the hub
or crossover cable before changing the IP address on the target server.

To change the IP address on the target server


1 Disconnect the target server from the hub or crossover cable.
2 Click Start > Settings > Control Panel.
3 Double-click Network and Dial-Up Connections.
Result: The Network and Dial-Up Connections window appears.

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4 Right-click Local Area Connection and then click Properties.


Result: The Local Area Connection Properties window appears.

5 Click on Internet Protocol (TCP/IP) and then click Properties.


Result: The Internet Protocol (TCP/IP) Properties window opens.

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6 In Use the following IP address, enter the IP address of the target server.
Note: You can use the same IP address as the source server if you
choose.
7 Click OK.
8 Close all windows to complete the procedure.

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Step 22. Reconnect to the customer LAN

To reconnect to the customer LAN


1 If you have not already done so, disconnect the target server from the hub
or crossover cable.
2 Reconnect the target server to the customer LAN.

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Step 23. Restore the data files from the source


server to the target server

Introduction
Perform this procedure to restore the files that you had backed up from the
source server to the Windows Server 2003 (target server).

Prerequisites
Before you perform this procedure, you must ensure that the target server has the
following software installed and configured correctly:
„ Windows Server 2003
„ all required third-party software such as Microsoft Active Directory
Application Mode (ADAM), Sybase Open Client, pcAnywhere (if it is
installed on the source server)
„ Symposium Web Client 4.5 SU05 (or later)
For details on installing and configuring Symposium Web Client Release
4.5 SU05, see “Step 9. Install SWC 4.5 SU05 (or later) on the target
server,” on page 39.

You must ensure that the location where you backed up the Symposium Web
Client migration files (see “Step 5. Back up migration data on the source server”
on page 26) is accessible from the Symposium Web Client 2003 installation on
the target server.

Choosing the appropriate method to restore your files


If the backup of the data files stored outside of Active Directory on the Windows
2000 Server/Advanced Server (source server) was performed manually, then
you must manually restore/copy the files into the corresponding locations on the
Windows Server 2003 (target server).

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If the backup of the data files stored outside of Active Directory on the Windows
2000 Server/Advanced Server (source Server) was performed using Windows
Backup tool, then follow the procedure “To restore the non-Active Directory
files from the source server to the target server using the Windows Backup
Tool,” on page 133.

To restore the non-Active Directory files from the source server to the
target server using the Windows Backup Tool
Use this procedure to restore the files that you backed up from the Windows
2000 Server/Advanced Server (source server) to the Windows Server 2003
(target server).

CAUTION

Risk of loss of data


.

You can use Backup to back up and restore data on either File
Allocution Table (FAT) or NT File System (NTFS) volumes.
However, if you have backed up data from an NTFS volume used
in Windows 2000, Nortel recommends that you restore the data to
an NTFS volume, or you may lose data as well as some file and
folder features.

1 To start the backup, click Start > Programs > Accessories >System
Tools > Backup.
Note: If you are restoring data from a tape, update the on-disk catalog for
the tape before you perform the restore operation.
2 Click the Restore tab.
3 In the Restore tab, in Click to select the check box for any drive, folder,
or file that you want to restore, select the following files and folders to
restore (where C is the drive on which Symposium Web Client is installed):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\data
C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML

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In addition to the files listed above, you must also back up any files that you
have saved on the application server for Symposium Web Client
operations, such as:
„ custom report templates
„ Historical Reporting output files
„ snapshots of real-time displays
„ snapshots of Emergency Help panels
Note: The locations of real-time display snapshots and Emergency Help
snapshots are decided by the user. The default paths are listed below:
„ Real-time display snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Real-
time\Exports
(where C is the drive on which Symposium Web Client is installed).
„ Emergency Help snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel
Networks\WClient\Apps\EmergencyHelp\Exports
(where C is the drive on which Symposium Web Client is installed).
4 In Restore files to, click Original location.
5 Click Tools > Options.
6 Click the Restore tab, and select Always replace the file on my
computer.
7 Click OK to accept the restore options you have set.
8 Click Start Restore.
9 Click OK to start the restore operation.
10 Using Symposium Web Client on the target server, reactivate any
scheduled historical reports and Contact Center Management
assignments. To do so, you may need to deactivate the scheduled
historical reports first.

134 Symposium Web Client


Chapter 6

Postmigration tasks

In this chapter
Step 24. Configure Real-Time Reporting IP addresses on the target server136
Step 25. Configure Emergency Help on the target server 142
Step 26. Recreate filtersets containing routes on the target server 144
Step 27. Test your migrated software 145
Step 28. Perform a full backup of the target server 146

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Step 24. Configure Real-Time Reporting IP


addresses on the target server

Introduction
For the Real-Time Reporting component of Symposium Web Client to function
properly, you must configure two different IP multicast addresses on the target
server:
„ The receiving IP multicast address of the Symposium Web Client
application
This is the address Symposium Web Client uses to receive multicast data
from Symposium Call Center Server; it is the same as the IP multicast
address on Symposium Call Center Server.
„ The sending IP multicast address of the Symposium Web Client application
This is the address Symposium Web Client uses to send multicast data.

The sending and receiving IP multicast addresses of the Symposium Web Client
application must be different. The application server constantly monitors its
receiving IP multicast address and directs data as soon as it is available to its
sending IP multicast address.

The IP multicast address that the server in Symposium Call Center Server uses
to send data must be configured on Symposium Call Center Server. This address
is listed in the IP Multicast Group box. For details, see the Nortel Symposium
Call Center Server Installation and Maintenance Guide.

Multicast compared to unicast data transmission


After you have configured the multicast addresses, you can choose the method
by which you want to receive Real-Time data on the client PCs: multicast,
unicast, or a combination of both multicast and unicast. Then, when a user
launches the Real-Time displays, and while the system is retrieving data, an icon
appears on the display, identifying whether the application server supports
multicast clients, unicast clients, or both multicast and unicast clients.

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To configure Real-Time Reporting on the target server


1 Click Start > Programs-> Symposium Web Client > Configuration.
Result: The Real-Time Reporting window appears.

2 Click the RTR Registry Settings icon in the right pane of the console
window.
Result: The RTR Properties window appears.

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3 In the IP Receive Address and IP Send Address boxes, type the


appropriate address information.
Note: The IP Receive address in Symposium Web Client must be the same
as the multicast IP address in Symposium Call Center Server; however, it
must be different from the IP Send address in Symposium Web Client.

ATTENTION!
If the server in Symposium Call Center Server is part of a
networked call center, all servers in Symposium Call
Center Server within the network must have the same
multicast IP address. The IP Receive address for
Symposium Web Client must match the common
multicast IP addresses of the servers in Symposium Call
Center Server (the address the servers use to send
multicast data).

4 Accept the default values in the Output Rate box (5000) and the
Transform Rate box (1000). You can adjust the default values; however,

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reducing the Output Rate value and the Transform Rate value increases
the workload on the application server.
Note: The fastest rate at which multicast data from Symposium Call Center
Server reaches the end user in Symposium Web Client is equal to the
highest value among the following settings:
„ The Multicast Rate at which data is sent from Symposium Call Center
Server to the Symposium Web Client application server
„ The Output Rate at which the application server outputs data to client
PCs
„ The Transform Rate at which the application server processes data
Example: If the Symposium Call Center Server Multicast Rate is set to 2
seconds, the application server Transform Rate is set to 1 second and the
application server Output Rate is 7 seconds, then the data on the client PC
will not refresh faster than every 7 seconds, regardless of the refresh rate
that the user has chosen in Real-Time Reporting. If you want to decrease
the length of time required for real-time statistics to reach client PCs, you
can decrease the Output Rate and Transform Rate values; however, this
impacts performance on the application server. Notify users of the Real-
Time Reporting component of these rates so they can adjust the refresh
rate accordingly. For more information on adjusting rates and assessing
performance, see the Nortel Symposium Call Center Server CapTool
User's Guide.
5 Increase the value in the OAM Timeout box to 50 000.
6 In the Transmission Options area, click the radio button beside the
transmission mode that is required for the site. Choose one of the following:
„ Multicast only if your network supports multicast traffic
(recommended), and proceed directly to step 9
„ Unicast only if you do not want any multicast traffic on your network

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„ Multicast and Unicast if you want to support both transmission types


Note: Nortel recommends that you leave the Compress Realtime Data
Packets check box selected. If you clear this check mark, then you disable
Real-Time data packet compression.

ATTENTION
You may have to increase the OAM Timeout value if the
following occurs:
When creating or viewing a partition in Access and
Partition Management, you cannot see any partition
elements in the right pane. This can occur when there is
a large amount of data stored on Symposium Call Center
Server and the network is slow. If you increase the OAM
Timeout value, this will provides more time for the
partition elements to be collected on a per-server basis.
Nortel recommends that you increase this value in
increments of 10 000 (milliseconds).

7 If you select either Unicast or Multicast and Unicast, the Maximum


Unicast Sessions area appears at the bottom of the window.

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March 2006 Postmigration tasks

8 In the Maximum Unicast Sessions box, type the maximum number of


simultaneous unicast sessions that you want the server to allow.
Note: The value that you type in this box is used to limit the number of
client sessions and, as a result, the network bandwidth usage. Since each
open display adds CPU load on the application server, and adds to the
overall bandwidth usage on the network, you must limit the number of client
sessions by typing the number in this box. After this limit is reached, no
further unicast Real-Time connections are accepted until one of the existing
streams is closed. An error message is logged on the application server to
indicate the limit was reached, and a message appears on the client,
indicating that the connection is not allowed. For guidance on entering the
appropriate value, refer to Unicast LAN/WAN impact in the Symposium
Web Client Planning, Installation, and Administration Guide for Release 4.5
SU05.
9 Select the Restart Real Time Reporting Service check box.
10 Click OK.
Result: The Restart ICERtdService status window appears while the
service is restarting, and closes after the service has restarted successfully.
11 Close all windows to complete the procedure.

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Step 25. Configure Emergency Help on the


target server

To configure Emergency Help on the target server


1 Click Start > Programs > Symposium Web Client > Configuration.
2 In the left pane, click Nortel Networks.
Result: The Nortel Networks Applications Configuration window appears.

3 Click the Emergency Help Registry Settings icon.


Result: The Emergency Help Properties window appears.

4 In the IP Send Address box, type the IP address to which the Symposium
Web Client application server sends Emergency Help information. This IP
Send address can be the same as or different from the IP address that the

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application server uses to send Real-Time Reporting and Agent Desktop


Displays data to client PCs. Consult the preinstallation worksheet in the
Nortel Symposium Web Client Planning, Installation, and Administration
Guide for Release 4.5 SU05, to verify the IP Send address that you chose
for the Symposium Web Client application server to send Emergency Help
data to client PCs.
5 Select Restart Emergency Help Service.
6 Click OK.
Note: If you do not click the Restart Emergency Help Service check box,
the system prompts you to do so.

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Step 26. Recreate filtersets containing routes


on the target server

To recreate filtersets containing routes on the target server


Following a successful ADAM migration you must recreate routes information
to any filtersets that require them.

For each user with historical filtersets requiring routes:


1 Log on to Symposium Web Client.
2 Go to the Filtersets page in the Historical Reporting component.
3 Open each of the filtersets that had contained routes prior to the ADAM
migration and recreate all the routes.

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Step 27. Test your migrated software

After you have restored the files from the original Windows 2000 Server/
Advanced Server (source server) to the Windows Server 2003 (target server),
test the migration of the data by connecting to the target server and using
Symposium Web Client. Compare the data that is shown on this target server
with the source server over a period of time (for example, one week). Confirm
also that all non-Active Directory data (such as Historical Reporting templates)
has been restored to the Windows Server 2003 (target server).

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Step 28. Perform a full backup of the target


server

Introduction
Following a successful migration of Symposium Web Client 4.5 from Windows
2000 Server/Advanced Server (source server) to Windows Server 2003 (target
server), make a complete backup of the Windows Server 2003 (target server) so
that you can restore your system if required.

When Symposium Web Client is installed on a server that is running Windows


Server 2003, it makes use of Active Directory Application Mode (ADAM), the
Windows registry, and other data files to store application data. These ADAM
files, registry nodes, and other files are listed below.

Nortel recommends that you perform backups during periods of low activity.

Backing up Symposium Web Client data on the target server


Symposium Web Client stores data in various files that you must back up. The
types of files that you must back up include the following:
„ Active Directory Application Mode (ADAM) instance files
„ Historical report data
„ Real-Time display snapshots
„ Emergency Help snapshots
„ Schedule data
„ Symposium Web Client data stored in the registry

The three options for backing up these files are described below:
„ Option 1: Use the Windows Backup Tool
Use the Windows Backup Tool to back up the Symposium Web Client data
files. You must also back up the Symposium Web Client data that is stored
in the Windows registry. This data includes application version
information, and Real-Time Reporting and Emergency Help configuration
data.

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„ Option 2: Manually copy files


Manually copy the files to a secure storage location, such as a tape drive or
a safe network drive. You must also back up the Symposium Web Client
registry data.
„ Option 3: Use a third-party backup tool
There are several other third-party tools that can perform a similar backup
function. Nortel has tested Veritas Backup Exec 9.1.

Note: The version of Symposium Web Client from which the data files were
backed up must be the same as the version to which they are restored.

To export all or part of the registry to a file

Although the Symposium Web Client data that is stored in the registry does not
change often, you must back it up after installing or upgrading Symposium Web
Client, or whenever the Real-Time Reporting or Emergency Help configurations
change. Back up the HKEY_LOCAL_MACHINE\SOFTWARE\Nortel key and
all subkeys to a secure location by following the procedure below.
1 Click Start > Run.
Result: The Run dialog box appears.
2 In the Open box, type regedit, and then click OK.
Result: The Registry Editor appears.
3 In the left pane, navigate to and select the folder:
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel
4 Click File > Export.
5 Navigate to the location in which you want to save the file. Ensure that you
store the file in a secure location.
6 In the File name box, type a name for the file. The file that you save
includes all elements within the folder listed in step 3.
7 From the Save as type drop-down box, select Registration Files.
Note: When you save the file as a Registration File, it is saved with the
extension .reg.
8 Under Export range, click Selected branch, and ensure that the branch
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel appears in the box
provided.

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9 Click Save.

Option 1: To back up Symposium Web Client data files from the


target server using the Windows Backup Tool
You can back up Symposium Web Client data using the Windows Backup Tool.
This tool allows you to schedule backups, which is an important consideration
because you need to synchronize the backups of Symposium Web Client
application server data and Symposium Call Center Server data.

The Symposium Web Client data that is stored in the registry does not change
often. Therefore, when scheduling backups, you do not need to include this
registry data in the data that is backed up. However, you must have a copy of the
Symposium Web Client registry data that you can use when restoring your
system (for details, see “To export all or part of the registry to a file,” on page
147). You must back up the registry information after installing or upgrading
Symposium Web Client, or whenever the Real-Time Reporting or Emergency
Help configurations change.

You may also consult the Microsoft documentation for other backup strategies.
If you want to be able to schedule backups, then you must ensure that your
backup tool enables you to back up all these types of files without requiring you
to manually copy any of them. Choose the strategy that is most appropriate for
your organization.

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Option 2: To back up Symposium Web Client data files from the


target server by manually copying files
You can back up Symposium Web Client data files by manually copying files.
Back up the files in the folders listed below to a secure storage location (for
example, a tape drive or a safe network drive).

ATTENTION!
Before performing a manual backup of the Symposium Web
Client Active Directory Application Mode (ADAM) files, you
must shut down the SymposiumWC service.
You must also retain the permission properties of the ADAM
data directory and ADAM files if you restore these files (for
example, you must retain permissions such as NETWORK
SERVICE). If you do not maintain permission properties, the
SymposiumWC service will not start.
After you have finished the backup, you must manually restart
the SymposiumWC service.

„ C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Historical\data
„ C:\Program Files \Nortel Networks\WClient\Apps\Reporting\Historical\rpt
„ C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb
„ C:\Program Files\Nortel
Networks\WClient\Apps\AccessMgmt\AccessXML

where C is the drive on which Symposium Web Client is installed.

In addition to the files listed in the folders above, you must also back up any
files that you have saved on the application server for Symposium Web Client
operations, such as custom report templates, Historical Reporting output files, or
snapshots of real-time displays and Emergency Help panels. The locations of
these files are decided by the user. The default paths are listed below:
„ Real-time display snapshots are stored as HTML files in the following
default path:
C:\Program Files\Nortel
Networks\WClient\Apps\Reporting\Realtime\Exports
where C is the drive on which Symposium Web Client is installed.

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„ Emergency Help snapshots are stored as HTML files in the following


default path:
C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
where C is the drive on which Symposium Web Client is installed.
„ Finally, to manually back up Active Directory Application Mode (ADAM)
instance files, take a copy of the following directory and its contents:
C:\Program Files\Microsoft ADAM\instance1\
where C is the drive on which Symposium Web Client is installed, and
instance 1 is the folder containing the ADAM data files that are installed
with Symposium Web Client.

Option 3: To back up Symposium Web Client data files from the


target server using Veritas Backup Exec 9.1 tool

Nortel has tested the Veritas Backup Exec 9.1 tool, which can be used instead of
the Microsoft Windows Backup Tool to back up the Symposium Web Client
data. There are several other third-party tools that can perform a similar
function; choose the tool that best suits your organization.

ATTENTION!
Do not install the Veritas Backup 9.1 software on coresident
systems containing Symposium Web Client as the Veritas
software prevents the NBNM service from starting up. In
addition to this problem, if you use Veritas Backup 9.1 to
restore Symposium Web Client data on a coresident system,
the Veritas software has an adverse effect on the operation of
the system, and may result in the need for a complete system
rebuild.

If you use Veritas to back up Symposium Web Client data, you must note the
following:
„ The default installation of Veritas Backup Exec uses the TCP port 10 000,
which is also the default port used by the Symposium Web Client Toolkit
NameService. This conflict results in Symposium Web Client
malfunctioning (administrative changes, such as agent and skillset name
changes, are not updated in real time, requiring you to restart the
ICERTDService to refresh the cache).

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To avoid this conflict, before you use Veritas, you must change the default port
that it uses to another port number of your choice (the Symposium Web Client
Toolkit NameService port number cannot be changed at this time). When
changing the port number, you must first investigate the ports that are currently
being used by all the products in your network (both Nortel and third-party
products). Then, choose a port that does not cause a conflict between any of
these products. For a list of ports used by Symposium Web Client, see
“Communication ports” in the Symposium Web Client Planning, Installation,
and Administration Guide for Release 4.5 SU05. For instructions on changing
the Veritas Backup Exec default port number, see the Veritas support article
located at http://seer.support.veritas.com/docs/255174.htm.
„ To avoid potential problems with Veritas Backup Exec 9.1, you must
ensure that you have applied Service Pack 1. This Service Pack fixes a
problem that can occur each time the backup process runs, as detailed in the
article http://seer.support.veritas.com/docs/265796.htm. To download the
Service Pack, see http://seer.support.veritas.com/docs/267180.htm.
„ Ensure that your version of the Veritas software supports the backup and
restore of the Windows Server 2003 ADAM data files. Nortel has tested
build 4691 of the Backup Exec software.
„ Ensure that your version of Backup Exec has the Microsoft Volume
Shadow Copy Service installed.
„ To back up the Symposium Web Client ADAM information with the
Veritas Backup Exec tool, select the following:
Shadow Copy Components > User Data > Active Directory Application
Mode > C:_Program Files_Microsoft ADAM_instance1_data
where C:_Program Files_Microsoft ADAM_instance1_data is the instance
used by Symposium Web Client data.
„ You must also back up all other directories detailed in the section “Option
2: To back up Symposium Web Client data files from the target server by
manually copying files,” on page 149.

Note: For more detailed information, consult the online Help on the Veritas web
site at www.veritas.com.

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Next Steps

Your Symposium Web Client is now installed on the Windows 2003 platform.

Refer to the Nortel Symposium Web Client Planning, Installation, and


Administration Guide for details on configuration tasks such as configuring
scripting, and setting up Terminal Services.

152 Symposium Web Client


Chapter 7

Troubleshooting

In this chapter
Overview 154
Trouble scenarios and tips 155

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Overview

This chapter provides simple investigative tips to use when solving problems
that can arise during the ADAM Migration procedure. This section is not
intended as a comprehensive troubleshooting guide, but as a guideline for users
who experience difficulty in completing the ADAM Migration process.

154 Symposium Web Client


March 2006 Troubleshooting

Trouble scenarios and tips

How do I know that the ADAM_Migration_Tool.msi was installed on


Windows 2000 Server/Advanced Server (source server)?

Situation
You are not sure if the ADAM Migration Tool.msi was installed on the source
server.

Solution
1 Launch the Control Panel and select Add/Remove Programs.
2 Look in the Change Or Remove Programs window. The ADAM Migration
Tool will be listed if it was installed on the Windows 2000 Server/Advanced
Server computer.
Note: Removing the ADAM Migration Tool via the Remove option in the
Change or Remove Programs window will not remove the updates that
were applied to Active Directory during the ADAM Migration Tool
installation, but does allow the ADAM Migration Tool to be reinstalled
again.

Migration attempted on the target server without running ADAM


Migration Tool.msi on the source server

Situation
You ran the ADAM Migration Tool.msi on the target server without running
ADAM Migration Tool.msi on the source server first.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 155
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Investigation
If you did not run the ADAM Migration Tool on the Windows 2000 Server/
Advanced Server (source server) first, then the following error appears during
the ADAM Migration on the Windows Server 2003 computer (target server).

1 Select OK and continue running the ADAM Migration Tool.


2 At the prompt, type the Administrator password for the source server, and
then press Enter.
3 Click Finish to complete the transfer process.
Note: If you selected Yes for logging, no log file is created.

Solution
1 On the target server, remove the ADAM Migration Tool through the Control
Panel > Add/Remove Programs window only.
2 Open the Change or Remove Programs window.
3 Select ADAM Migration Tool and click Remove.
4 On the target server, uninstall the Symposium Web Client Application. Any
errors incurred during uninstall can be ignored as ADAM is currently not on
the computer.
5 Reinstall Symposium Web Client R4.5 SU05 on the target server.
6 On the source server, launch the Control Panel and select Add/Remove
Programs.
Result: In the Change or Remove Programs window, the ADAM
Migration Tool will be listed if it was installed on the source server.
7 On the source server, check that the ADAM Migration Tool is not listed in
the Change or Remove Programs window. This indicates that the tool has

156 Symposium Web Client


March 2006 Troubleshooting

not been run and therefore must be run before attempting to migrate the
data onto the target server.
8 Run the ADAM Migration Tool on the target server.

An incorrect domain name and Preferred DNS IP Address has been


entered on the Windows Server 2003 (target server) while attempting
an ADAM migration

Situation
The ADAM Migration Tool.msi has been run on the target server and an
incorrect source server domain name has been entered, while the Preferred DNS
IP Address was also incorrect.

Investigation
If an incorrect source server domain name and Preferred DNS IP Address were
entered on the target server while attempting an ADAM migration, then the
following error will appear.

1 Select OK and continue running the ADAM Migration Tool.


Note: You will not be prompted for the Administrator password for the
Windows 2000 Server/Advanced Server (source server).
2 Several error messages will appear which can be ignored by clicking OK.
3 Click Finish to complete the transfer process.
Note: If you selected Yes for logging, no log file will be created.

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Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/
Remove Programs window only.
1 Open the Change or Remove Programs windows.
2 Select ADAM Migration Tool and click Remove.
3 Update the Preferred DNS IP Address to reference the IP address of the
source server. For details, see “Step 9. Install SWC 4.5 SU05 (or later) on
the target server,” on page 39.
4 Uninstall the Symposium Web Client Application. Any errors incurred
during uninstall can be ignored as Active Directory Application Mode
(ADAM) is currently not on the computer.
5 Reinstall Symposium Web Client R4.5 SU05 on the target server.
6 Run the ADAM Migration Tool on the target server with correct target
server domain name.

An incorrect Windows 2000 Server/Advanced Server (source server)


domain name has been entered

Situation
The ADAM Migration Tool.msi has been run on the target server but an
incorrect source server domain name has been entered.

Investigation
If an incorrect source server domain name is entered during the ADAM
Migration process on the target server, then the ADAM Migration operation
appears to succeed; however the log file shows the following:
Establishing connection to target server localhost:389.

Saving Configuration File on


DC=testDomain,DC=testDomain

Saved configuration file.

ADAMSync is querying for a writeable replica of


testDomain.

158 Symposium Web Client


March 2006 Troubleshooting

Error: DCLocator call failed with error 1355.


Attempting to bind directly to string.

Establishing connection to source server


testDomain:389.

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/
Remove Programs window only
1 Open the Change or Remove Programs window.
2 Select ADAM Migration Tool and click Remove.
3 Run the ADAM Migration Tool on the target server with the correct source
server domain name which must include the extension.

Preferred DNS IP Address on Windows Server 2003 computer is


incorrect

Situation
The ADAM Migration Tool.msi on the target server but the Preferred DNS IP
address is incorrect.

Investigation
The target server has been configured with an incorrect Preferred DNS IP
Address,. The ADAM Migration procedure is attempted and appears to succeed;
however the log file shows the following:
Establishing connection to target server localhost:389.

Saving Configuration File on


DC=CCMADomain,DC=com,DC=CCMADomain

Saved configuration file.

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ADAMSync is querying for a writeable replica of


CCMADomain.com.

Error: DCLocator call failed with error 1355.


Attempting to bind directly to string.

Establishing connection to source server


CCMADomain.com:389.

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Ldap error occured. ldap_bind_s: Server Down.

Extended Info: .

Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/
Remove Programs window only.
1 Open the Change or Remove Programs window.
2 Select ADAM Migration Tool and click Remove.
3 Update the Preferred DNS IP Address to reference the IP address of the
source server.
For details, see “Step 9. Install SWC 4.5 SU05 (or later) on the target
server,” on page 39.
4 Run the ADAM Migration Tool on the target server.

A Domain Name has been entered without extension

Situation
The ADAM Migration Tool.msi has been run on the target server and the correct
source server domain name has been entered; however the extension of the
domain, for example .com, has been omitted.

Investigation
The source server domain name, without the extension, has been entered during
the ADAM Migration process on the target server. The ADAM Migration
operation appears to succeed; however the log file appears as follows:

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March 2006 Troubleshooting

Establishing connection to target server localhost:389.

Saving Configuration File on


DC=CCMADomain,DC=CCMADomain

Saved configuration file.

ADAMSync is querying for a writeable replica of


CCMADomain.

Establishing connection to source server CCMA-


DOMCTRL:389.

Using file .?dam32A.tmp as a store for deferred dn-


references.

Populating the schema cache

Populating the well known objects cache

Ldap error occured. ldap_get_next_page_s: Referral.

Extended Info: 0000202B: RefErr: DSID-03100698, data 0,


1 access points ref 1: 'ccmadomain'.

Ldap error occured. ldap_get_next_page_s: Referral.

Extended Info: 0000202B: RefErr: DSID-03100698, data 0,


1 access points ref 1: 'ccmadomain'.

Saving Configuration File on DC=CCMADomain,


DC=CCMADomain

Saved configuration file.

Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/
Remove Programs window only.
1 Open the Change or Remove Programs Window.
2 Select ADAM Migration Tool and click Remove.
3 Run the ADAM Migration Tool on the target server with the full source
server domain name, which includes the extension.

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An incorrect Administrator password has been entered

Situation
The ADAM Migration Tool.msi has been run on the target server and an
incorrect Administrator password for the source server has been entered.

Investigation
If an incorrect Administrator password for source server has been entered during
the ADAM Migration process on the target server, then the ADAM Migration
operation appears successful; however, the log file appears as follows:
Establishing connection to target server localhost:389.

Saving Configuration File on DC=CCMADomain, DC=com,


DC=CCMADomain

Saved configuration file.

ADAMSync is querying for a writeable replica of


CCMADomain.com.

Establishing connection to source server ccma-


domctrl.CCMADomain.com:389.

Ldap error occured. ldap_bind_s: Invalid Credentials.

Extended Info: 8009030C: LdapErr: DSID-0C0903E2,


comment: AcceptSecurityContext error, data 0, v893.

Ldap error occured. ldap_bind_s: Invalid Credentials.

Extended Info: 8009030C: LdapErr: DSID-0C0903E2,


comment: AcceptSecurityContext error, data 0, v893.

Solution

Note: Remove the ADAM Migration Tool through the Control Panel and Add/
Remove Programs window only.
1 Open the Change or Remove Programs window.
2 Select ADAM Migration Tool and click Remove.
3 Run the ADAM Migration Tool on the target server with the correct
Administrator password for the source server.

162 Symposium Web Client


March 2006 Troubleshooting

Cannot install Symposium Web Client R4.5 SU05

Situation
The target server has been added to the source server domain and Symposium
Web Client R4.5 SU05 is now being installed.

Investigation
The target server has been added to the source server domain and Symposium
Web Client R4.5 SU05 is now being installed, then the following error may
appear during the installation if the Preferred DNS IP Address is incorrect.

1 Click OK and continue with running the Symposium Web Client R4.5 SU05
installation.

Solution
1 Update the Preferred DNS IP Address to reference the IP Address of the
source server. For details, see “Step 9. Install SWC 4.5 SU05 (or later) on
the target server,” on page 39.
2 Uninstall the Symposium Web Client Application. Any errors incurred
during uninstall can be ignored as Active Directory Application Mode
(ADAM) is currently not on the computer.
3 Reinstall Symposium Web Client R4.5 SU05 on the target server.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 163
Troubleshooting Standard 2.0

Installation of Symposium Web Client on Windows 2003 fails because


of Windows Script Host error message

Situation:
After you input the password information for the iceadmin account during
Symposium Web Client installation, you receive the following Windows Script
Host error message: There is no file extension in C:\PROGA~1\Nortel. The
Symposium Web Client installation will not install the ADAM application even
though the installer acknowledges the error and attempts to continue with the
installation.

This problem occurs when the capability to generate 8.3 style short filenames
has been disabled in your Windows operating system either as part of its
operating system image or through your security policy.

Symposium Web Client installation will fail if the Windows Server 2003 has 8.3
type filename disabled. Specifically the Microsoft ADAM (Active Directory
Application Mode) component will fail to install.

Solution:
You must change the registry key
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyste
m\ntfsdisable8dot3namecreation value from 1 to 0 to enable the generation of
8.3 style short filenames.

To enable the generation of 8.3 style short filenames


1 Click Start > Run.
2 In the text box, type regedit.
3 Click OK.
Result: The Registry Editor opens.
4 In the Registry Editor, browse to the registry key
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Filesyst
em\ntfsdisable8dot3namecreation.
5 Change the value of the registry key from 1 to 0 by double-clicking on the
registry ntfsdisable8dot3namecreation value, and changing the value in
the Value Data field of the Edit Dialog Windows from 1 to 0.
6 Close all windows to complete the procedure.

164 Symposium Web Client


March 2006 Index

Index

A back up Symposium Web Client data


files 148, 149, 150
access restrictions back up using Veritas Backup Exec 150
in Symposium Web Client 68 backing up Symposium Web Client data 146
Active Directory 36, 105 backup 146
files not in the 106 backup files 106
restoring data not in the 105
Active Directory Application Mode 36, 75
Active Directory Application Mode files 146
ActiveX 89
C
ActiveX control security 90 cannot install SWC 4.5 163
AD Data Migration zip change computer name 125
file 17, 18, 22, 30, 38, 102 change IP address 125
ADAM 19, 36, 42, 75, 105, 146 change the IP address 126
data migration software 19 ChangeSOAPSrv utility 45, 70, 125
download software 19 changing
ADAM migration 157 computer name 69
ADAM migration software changing computer name 45
downloading 19 changing iceadmin password 88
ADAM migration tool 105, 107, 109, 155 checklist 43
ADAM replication 65 checklists
administrator account 101 Windows 2000 Server installation 43
Administrator password 162 CLAN 131
administrator password window 45 Client Access Licensing 41
after migrating client PC
tasks 135 installing SOAP on 90
Application Server 40 computer name 69, 120
application server 42, 56, 78 changing 45
administrator password 45 changing in Windows Server 2003 45
computer name of 45 reset 120
installing Sybase Open Client on 57 Computer Name Changes window 100
installing Symposium Web Client 64 computer name window 45
applying configure
security patches 56 DNS 17
Domain Name Server 17
Domain Name Service 22, 31
B ports 70
Real-Time Reporting 137
back up SOAP 68
Windows 2000 Server 17 Symposium Web Client 39
Windows 2003 Advanced Server 17 Windows Server 2003 39

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 165
Index Standard 2.0

configure DNS 95
configure DNS on the target server 95
E
configure emergency help 142 EBF11113 driver
configure Internet Explorer 88 updating 61
configure Real-Time Reporting 136 Emergency Help 146
confirm password 124 emergency help
connect source server and target server off- configuring 142
network 97 emergency help configuration settings 105
connecting source server and target server 97 emergency help registry settings 142
copy enter
AD Data Migration zip file 17, 18 key code 67
create directory window 60 serial number 67
enter key code 66
Enterprise Solutions PEP Library 19
D environment variables 58
error message 164
data files ESPL see Enterprise Solutions PEP Library 19
restoring 132 export registry 147
data migration 105 extract
data migration procedure 104 AD Data Migration zip file 18, 30
default web site 64, 82
installing Symposium Web Client as 64, 72
deselect routes from filtersets 36
determine ADAM migration tool
F
installation 155 File Allocution Table 133
directory name 60 filtersets 22, 36, 105, 144
DNS 17 filtersets containing routes 144
DNS configuration 114 formatting hard drives 43
DNS configuration on the target server 114
DNS IP address
incorrect 157
DNS server 95
G
addresses 46 geographical region 44
domain controller 42 group policies 42
Domain group policies 42 guidelines
domain group policies 42 server partitions 40
domain member servers 95
Domain Name 160
without extension 160 H
Domain Name Server 17
domains Historical filtersets 144
Windows 2000 Server installation 47 Historical report data 146
downloading Host Name Resolution 31
ADAM migration software 19 how to manually copy files 149
drivers how to perform a full back up 146
Sybase ODBC 61 how to restore back up 133
how to restore files 133

166 Symposium Web Client


March 2006 Index

I Internet Services Manager 64


IP address
iceadmin 43, 74, 75, 87 for WINS 47
iceadmin password change 88 IP addressing
iceadmin user account dynamic 46
changing password for 87 IP Multicast Group box 136
IIS 64 IUSR_SWC account 120
installing 39 adding as anonymous account in IIS 78
reset 62 IUSR-SWC user account 80
IIS anonymous account
adding 78
IIS installed correctly 64
incorrect Administrator password 162
K
incorrect Domain Name 158 key code 66
incorrect domain name 157 for Symposium Web Client 67
incorrect preferred DNS IP address 157, 159 Key Code Information window 66
install key codes
IIS 39 and case sensitivity 67
IIS and Terminal Services 40
service update 13
SMTP 39 L
Symposium Web Client 39, 64
Windows Server 2003 39 LAN
install Simple Object Access Protocol 91 reconnect to 131
install SOAP 89 language options 44
install Symposium Web Client 65 languages 44
installation licensing modes window 44
failed 164 logging target server onto source server
failure 73 domain 101
TCP/IP 46
Terminal Services 50
Windows 2000 components 49 M
installing
Meridian Patch Library 19
IIS 39
migrate
SMTP 39 filtersets 17
Sybase Open Client 57
migrate data 104
Terminal Services 39
migrating
installing Symposium Web Client 64 filtersets 17
default web site on application server 64
target server 37
virtual directory on existing web site 64
migrating Active Directory 109
Installing Symposium Web Client 4.5 on the
migrating and restoring the data 103
application server 64
migrating data stored in Active Directory 105
Internet Explorer 88
migrating from
Internet Information Services 39 Windows 2003 Advanced Server 12
installing 39 Windows 2003 server 12
Internet Information Services (IIS) 81
migrating to

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 167
Index Standard 2.0

Windows 2003 Server 12 migrating target server 37


migration 37 preparing
checklist 16 source server for migration 21
preparation 15 preparing for Active Directory transfer 107
migration attempted without ADAM migration primary DNS server 95
tool 155 product key window 44
migration tool
information not transferred 105
MPL see Meridian Patch Library 19
multicast 136
R
multicast compared to unicast 136 Real-Time display 146
reconnect to customer LAN 131
recreate filtersets containing routes 144
N regional options 44
registry
naming servers 104 Symposium Wen Client data stored in 146
networking Registry Editor 147
setting up in Windows 2000 50 Remote Data Service 90
networking components 46 remove target server from source server
non-Active Directory files 133 domain 117
NT File System 133 removing target server 117
NT File System (NTFS) partition requirements
creating 39 Windows Server 2003 39
reset computer name 120
reset IIS 62
O restoration
files 132
ODBC driver version 63 restore data 104
off-network migration 12 restore the data files 132
Organizational Unit 42 restoring data 105
Output Rate 138 RTR Registry Settings 137
run SOAP utility 125

P
partitions 43 S
creating NTFS 39 Schedule data 146
on the application server 43 security 57
password 45, 86, 113, 162 in Symposium Web Client 68
iceadmin 88 security patches 56
IUSR-SWC user account 80 security policy 42
PEP Library 78 serial number 67
personalize your software window 44 for Symposium Web Client 67
port configuration 70 server name 13
post-migration 135 server names 104
Preferred DNS server box 96, 116 server naming 13
preparation server partitions 40

168 Symposium Web Client


March 2006 Index

ServerSoapInstall window 76 02, 104, 109, 136, 145, 146


Service Update 78 transferring Active Directory data to 109
service update installed 13 TCP/IP
set password setup 46
IUSR-SWC user account 80 TCP/IP properties 95
setting up Terminal Services 152 Terminal Services 39, 40, 152
setup configuring 152
Terminal Services 50 installing 39
Windows 2000 components 49 permissions 50
shared folders scripting 152
creating on the application server 50 Terminal Services License Server 40
Simple Mail Transfer Protocol 39 Terminal Services Licensing 39, 40
installing 39 test migrated software 145
Simple Object Access Protocol 90 third-party software 64
SMTP and Symposium Web Client installation
installing 39 failure 73
SOAP 45, 76, 90, 125 to reset IIS 62
installing on client PC 90 transfer Active Directory data 109
Soap 68 Transform Rate 138
SOAP configuration 68 troubleshooting 153
Soap Configuration Parameters window 68 troubleshooting scenarios 155
SOAP installation 76, 90
source server 12, 13, 18, 22, 23, 30, 95, 97, 104
preparation for migration 21
source server domain 98, 101, 117
U
source server IP address 95 unicast 136
SWC R4.5 SU05 update DNS configuration 114
cannot install 163 upgrade
Sybase 12.5 ODBC driver 61 Sybase ODBC driver 61
Sybase Open Client 57, 62 Users 80
installing 57
updating driver for 61
Symposium Web Client V
access restrictions 68
choosing web site types when installing 71 Veritas Backup Exec 147, 150
installation failure 164 virtual directory 64
installed 13 installing Symposium Web Client as 72
problems installing R4.5 SU05 163
Symposium Web Client Setup Wizard 66
W
web site type 71
T web site types
TAPI 77 in Symposium Web Client 71
target webadmin 113
server 12, 13, 18, 37, 38, 97, 98, 101, 1 Windows 2000 domain controllers 42
Windows 2000 Server

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 169
Index Standard 2.0

installation checklist 56
networking 50
Windows 2000 Server installation
and DNS server addresses 46
components 49
domains 47
IP addressing 46
Windows 2000 Server/Advanced Server 22, 23
Windows Backup Tool 133, 146, 148
Windows components 64
IIS 39
STMP 39
Terminal Services 39
Terminal Services Licensing 39
Windows Script Host error message 164
Windows Server 2003 40
checklist 43
configure 39
install 39
Windows Server 2003 domain controller 42
Windows XP Service Pack 2 88
WINS
IP address for 47
Winzip 13, 30
server installation 13

Y
your product key window 44

Z
zip file
AD Data Migration 17

170 Symposium Web Client


Glossary

A accelerator key
A key on a phoneset that an agent can use to place a call quickly. When an agent
presses an accelerator key, the system places the call to the configured number
associated with the key. For example, if an agent presses the Emergency key, the
system places a call to the agent’s supervisor.

access class
A collection of access levels that defines the actions a member of the access
class can perform within the system. For example, a member of the
Administrator access class might be given a collection of Read/Write access
levels.

access level
A level of access or permission given to a particular user for a particular
application or function. For example, a user might be given View Only access to
historical reports.

ACD call
See Automatic call distribution call.

ACD-DN
See Automatic call distribution directory number.

ACD routing table


See Automatic call distribution routing table.

acquired resource
A resource configured on the switch that is under the control of Symposium Call
Center Server. Resources must be configured with matching values on both the
switch and Symposium Call Center Server.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 171
Glossary Standard 2.0

activated script

A script that is processing calls or is ready to process calls. active server


In a system with a Replication Server, the server that is providing call processing
and administration services.

activity code
A number that an agent enters on his or her phoneset during a call. Activity
codes provide a way of tracking the time agents spend on various types of
incoming calls. They are also known as Line of Business (LOB) codes. For
example, the activity code 720 might be used to track sales calls. Agents can
then enter 720 on their phonesets during sales calls, and this information can be
generated in an Activity Code report.

administrator
A user who is responsible for setting up and maintaining Symposium Web
Client.

agent
A user who is responsible for handling customer calls.

agent logon ID
A unique identification number assigned to a particular agent. The agent uses
this number when logging on. The agent ID is not associated with any particular
phoneset.

agent to skillset assignment


A matrix that, when you run it, sets the priority of one or more agents for a
skillset. Agent to skillset assignments can be scheduled.

agent to supervisor assignment


A definition that, when you run it, assigns one or more agents to specific
supervisors. Agent to supervisor assignments can be scheduled.

API
See application program interface.

172 Symposium Web Client


March 2006 Glossary

application
1. A logical entity that represents a Symposium Web Client script for reporting
purposes. The Master script and each primary script have an associated
application. The application has the same name as the script it represents. 2. A
program that runs on a computer.

application program interface


A set of routines, protocols, and tools that programmers use to develop software
applications. APIs simplify the development process by providing commonly
used programming procedures.

application server
The computer hosting the web server that distributes all the web pages to the
client PCs that are using Symposium Web Client. The client PCs use an Internet
browser interface to connect to the application server, launch Symposium Web
Client, and interact with Symposium Call Center Server. The application
software for Symposium Web Client is installed on the application server.

associated supervisor
A supervisor who is available for an agent if the agent’s reporting supervisor is
unavailable. See also reporting supervisor.

Automatic call distribution


A means of automatically distributing an organization’s incoming calls among a
number of answering positions (ACD agents). Automatic call distribution is
useful in operations where callers want a service rather than a specific person.
Calls are serviced in the order they arrive and are distributed so that the
workload at each answering position is approximately equal.

Automatic call distribution call


A call to an ACD-DN. ACD calls are distributed to agents in an ACD group
based on the ACD routing table on the switch. See also Automatic call
distribution directory number.

Automatic call distribution directory number


A DN associated with an ACD group. Calls made to an automatic call
distribution directory number are distributed to agents belonging to the group,
based on the ACD routing table on the switch.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 173
Glossary Standard 2.0

Automatic call distribution routing table


A table configured on the switch that contains a list of ACD-DNs used to define
routes for incoming calls. This ensures that incoming calls not processed by
Symposium Call Center Server will be queued to ACD groups and handled by
available agents.

C call age
The amount of time a call was waiting in the system before being answered by
an agent.

call intrinsic
A script element that stores call-related information assigned when a call enters
Symposium Call Center Server. See also intrinsic, A group of capabilities or
knowledge required to answer a specific type of call. skillset intrinsic, time
intrinsic, traffic intrinsic.

call presentation class

A collection of preferences that determines how calls are presented to an


agent.call priority
A numerical value assigned in a script that defines the relative importance of a
call. If two calls are in the queue when an agent becomes available, and one call
is queued with a higher priority than the other, the agent receives the higher
priority call first. See also skillset priority.

call treatment
A script element that enables you to provide handling to a call while it is waiting
to be answered by a call center agent. For example, a caller can hear a recorded
announcement or music while waiting for an agent.

call variable
A script variable that applies to a specific call. A call variable follows the call
through the system and is passed from one script to another with the call. See
also global variable, script variable.

174 Symposium Web Client


March 2006 Glossary

Calling Line Identification


An optional service that identifies the telephone number of the caller. This
information can then be used to route the call to the appropriate agent or skillset.
The CLID can also be displayed on an agent’s phoneset.

CallPilot
A multimedia messaging system you can use to manage many types of
information, including voice messages, fax messages, e-mail messages,
telephone calls (including conferencing), calendars, and directories.

CDN
See controlled directory number.

CLAN
See Customer local area network.

CLID
See Calling Line Identification.

client
The part of Symposium Call Center Server that runs on a personal computer or
workstation and relies on the server to perform some operations. Two types of
client are available, Classic Client and Symposium Web Client. See also server.

command
A building block used with expressions, variables, and intrinsics to create
scripts. Commands perform distinct functions, such as routing a call to a specific
destination, playing music to a caller, or disconnecting a caller.

Contivity VPN Switch


A Nortel Networks product that provides routing, firewall, bandwidth
management, encryption, authentication, and data integrity for secure tunneling
across managed IP networks and the Internet.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 175
Glossary Standard 2.0

controlled directory number


A special directory number that allows calls arriving at the switch to be queued
when the CDN is controlled by an application such as Symposium Call Center
Server. When a call arrives at this number, the switch notifies the application and
waits for routing instructions, which are performed by scripts in Symposium
Call Center Server.

CTI
Computer Telephony Integration

Customer local area network


The LAN to which your corporate services and resources connect. The
Symposium Web Client application server and client both connect to the CLAN.
Third-party applications that interface with the server also connect to this LAN.

D DBMS
Database Management System

deactivated script
A script that does not process any new calls. If a script is in use when it is
deactivated, calls continue to be processed by the script until they are completed.

default activity code


The activity code that is assigned to a call if an agent does not enter an activity
code manually, or when an agent presses the activity code button twice on his or
her phoneset.

default skillset
The skillset to which calls are queued if they have not been queued to a skillset
or a specific agent by the end of a script.

desktop user
A configured user who can log on to the Symposium Web Client application
server from a client PC.

DHCP
See dynamic host configuration protocol.

176 Symposium Web Client


March 2006 Glossary

Dial-Up Networking
See Remote Access Services.

Dialed Number Identification Service


An optional service that allows Symposium Call Center Server to identify the
phone number dialed by the incoming caller. An agent can receive calls from
customers calling in on different DNISs and, if the DNIS is displayed on the
phoneset, can prepare a response according to the DNIS.

directory number
The number that identifies a phoneset on a switch. The directory number (DN)
can be a local extension (local DN), a public network telephone number, or an
automatic call distribution directory number (ACD-DN).

directory number call


A call that is presented to the DN key on an agent’s phoneset.

display threshold
A threshold used in real-time displays to highlight a value below or above the
normal range.

DN
See directory number.

DN call
See directory number call.

DNIS
See Dialed Number Identification Service.

dynamic host configuration protocol


A protocol for dynamically assigning IP addresses to devices on a network.

dynamic link library


A library of executable functions or data that can be used by a Windows
application. Typically, a DLL provides one or more particular functions, and a
program accesses the functions by creating either a static or dynamic link to the
DLL. Several applications can use a DLL at the same time.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 177
Glossary Standard 2.0

E ELAN
See embedded local area network.

embedded local area network


A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call
Center Server and the switch.

Emergency key
A key on an agent’s phoneset that, when pressed by an agent, automatically calls
his or her supervisor to notify the supervisor of a problem with a caller.

event
1. An occurrence or action in Symposium Web Client, such as the sending or
receiving of a message, the opening or closing of an application, or the reporting
of an error. Some events are for information only, while others can indicate a
problem. Events are categorized by severity: information, minor, major, and
critical. 2. An action generated by a script command, such as queuing a call to a
skillset or playing music.

expression
A building block used in scripts to test for conditions, perform calculations, or
compare values within scripts. See also logical expression, mathematical
expression, relational expression.

F filter
1. In Real-Time Reporting, you create filters by specifying the skillset,
application, and agent data that you want to see in the real-time displays. You
can apply as many filters as you want to each display. After you apply these
filters to the real-time displays, you no longer have to scan data that is not
applicable to you. 2. In Historical Reporting, you can select the elements that
you want to include in your reports by choosing filters and assigning filter
elements to your reports. For example, in an agent performance report, you can
choose the filter Agent Login ID, and then choose the filter elements (the logon
IDs) that you want to report on.

178 Symposium Web Client


March 2006 Glossary

first-level threshold
The value that represents the lowest value of the normal range for a statistic in a
threshold class. The system tracks how often the value for the statistic falls
below this value.

G global settings
Settings that apply to all skillsets that are configured on your system.

global variable
A variable that contains values that can be used by any script on the system. You
can only change the value of a global variable in the Script Variable Properties
sheet. You cannot change it in a script. See also call variable, variable.

I IIS
See Internet Information Services.

Internet Information Services


Microsoft’s Web server software. IIS uses Hypertext Transfer Protocol (HTTP)
to provide World Wide Web documents in a browser. IIS includes several
security functions and allows the use of Gopher and File Transfer Protocol
(FTP) servers.

Internet Protocol address


An identifier for a computer or device on a TCP/IP network. Networks use the
TCP/IP protocol to route messages based on the IP address of the destination.
The format of an IP address is a 32-bit numeric address written as four values
separated by periods. Each value can be 0 to 255. For example, 1.160.10.240
could be an IP address.

intrinsic
A word or phrase used in a script to gain access to system information about
skillsets, agents, time, and call traffic that can then be used in formulas and
decision-making statements. See also call intrinsic, A group of capabilities or
knowledge required to answer a specific type of call. skillset intrinsic, time
intrinsic, traffic intrinsic.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 179
Glossary Standard 2.0

IP address
See Internet Protocol address.

L LAN
See Local area network.

Local area network


A computer network that spans a relatively small area. Most LANs connect
workstations and personal computers, and are confined to a single building or
group of buildings.

logical expression
A symbol used in scripts to test for different conditions. Logical expressions are
AND, OR, and NOT. See also expression, mathematical expression, relational
expression.

M Management Information Base


A data structure that describes the collection of all possible objects in a network.
Each managed node maintains one or more variables (objects) that describe its
state. Symposium Call Center Server Management Information Bases (MIBs)
contribute to the overall network MIB by
„ identifying Nortel Networks/Meridian/Symposium Call Center Server
nodes within the network
„ identifying significant events (SNMP traps), such as alarms reporting
„ specifying formats of alarms

Master script
The first script executed when a call arrives at the Symposium Web Client. A
default Master script is provided with Symposium Web Client, but it can be
customized by an authorized user. It can be deactivated but not deleted. See also
primary script, script, secondary script.

180 Symposium Web Client


March 2006 Glossary

mathematical expression
An expression used in scripts to add, subtract, multiply, and divide values.
Mathematical expressions are addition (+), subtraction (-), division (/), and
multiplication (*). See also expression, logical expression, relational expression.

MIB
See Management Information Base.

music route
A resource installed on the switch that provides music to callers while they wait
for an agent.

N NCRTD
Network Consolidated Real-Time Displays

network interface card


An expansion board that enables a PC to be connected to a local area network
(LAN).

Symposium Web Clientnight mode


A skillset state in which the server does not queue incoming calls to the skillset,
and in which all queued calls are given night treatment. A skillset goes into night
mode automatically when the last agent logs off, or the administrator can put it
into night mode manually. See also out-of-service mode, transition mode.

NPA
See Number Plan Area.

Number Plan Area


Area code

O object linking and embedding


A compound document standard that enables you to create objects with one
application, and then link or embed them in a second application.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 181
Glossary Standard 2.0

ODBC
See Open Database Connectivity.

OEM
Original equipment manufacturer

OLE
See object linking and embedding.

Open Database Connectivity


A Microsoft-defined database application program interface (API) standard.

Optivity Telephony Manager


A Nortel Networks application used for switch management. It provides
management simplicity and flexible control.

OTM
See Optivity Telephony Manager.

out-of-service mode
A skillset state in which the skillset does not take calls. A skillset is out of
service if there are no agents logged on or if the supervisor puts the skillset into
out-of-service mode manually. See also Symposium Web Clientnight mode,
transition mode.

out-of-service skillset
A skillset that is not taking any new calls. While a skillset is out of service,
incoming calls cannot be queued to the skillset. See also skillset.

P partition
Partitions enable call center administrators to control the data that Symposium
Web Client users can view and manage in Historical Reporting, Real-Time
Reporting, and Contact Center Management. Partitions can contain six types of
data: agents, skillsets, applications, CDNs, DNISs, and report groups. If an

182 Symposium Web Client


March 2006 Glossary

administrator does not assign a partition to a user, then the user sees all available
data in the real-time displays and historical reports. However, if the
administrator does not assign a partition to a supervisor containing agents, then
the supervisor sees nothing in Contact Center Management.

pegging
The action of incrementing statistical counters to track and report on system
events.

pegging threshold
A threshold used to define a cut-off value for statistics, such as short call and
service level. Pegging thresholds are used in reports.

PEP
See Performance Enhancement Package.

Performance Enhancement Package


A Symposium Call Center Server supplementary software application that
enhances the functionality of previously released software by improving
performance, adding functionality, or correcting a problem discovered since the
original release.

phoneset
The physical device, connected to the switch, to which calls are presented. Each
agent and supervisor must have a phoneset.

phoneset display
The display area on an agent’s phoneset where information about incoming calls
can be communicated.

Position ID
A unique identifier for a phoneset, used by the switch to route calls to the
phoneset.

primary script
A script that is executed or referenced by the Master script. A primary script can
route calls to skillsets, or it can transfer routing control to a secondary script. See
also Master script, script, secondary script.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 183
Glossary Standard 2.0

R RAN
recorded announcement

RAN route
See recorded announcement route.

RAS
See Remote Access Services.

Real-time Statistics Multicast


An interface that provides real-time information to third-party applications in
either multicast or unicast format.

recorded announcement route


A resource installed on the switch that offers a recorded announcement to
callers.

relational expression
An expression used in scripts to test for different conditions. Relational
expressions are less than (<), greater than (>), less than or equal to (< =), greater
than or equal to (> =), and not equal to (< >). See also expression, logical
expression, mathematical expression.

Remote Access Services


A feature built into Windows NT and Windows 95 that enables users to log on to
an NT-based LAN using a modem, X.25 connection, or WAN link. This feature
is also known as Dial-Up Networking.

Replication Server
A server that backs up the active server to the standby server in real time.

report group
1. The standard report groups in Historical Reporting are folders that contain the
standard report templates. There are six standard report groups: Agent
Performance, Configuration, Call-by-Call, Networking (M1 networking only),
Others, and NCC (on the NCC only). 2. An administrator creates custom report
groups in Access and Partition Management, adds them to partitions, and
assigns the partitions to Historical Reporting users. Custom report groups do not

184 Symposium Web Client


March 2006 Glossary

contain standard report templates. Instead, they are folders that enable users who
belong to the same group to share customized reports. Users can customize a
standard template and save it in their group folder so that other members of their
group can use the same customized report.

reporting supervisor
The supervisor who has primary responsibility for an agent. When an agent
presses the Emergency key on the phoneset, the emergency call is presented to
the agent’s reporting supervisor. See also associated supervisor.

RSM
See Real-time Statistics Multicast.

RTD
Real-time displays

RTR
Real-Time Reporting

S sample script
A script that is installed with the Symposium Call Center Server client. Sample
scripts are stored as text files in a special folder on the client. The contents of
these scripts can be imported or copied into user scripts to create scripts for
typical call center scenarios.

SCM
See Service Control Manager.

script
A set of instructions that relates to a particular type of call, caller, or set of
conditions, such as time of day or day of week. See also Master script, primary
script, secondary script.

script variable
See variable.

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Glossary Standard 2.0

second-level threshold
The value used in display thresholds that represents the highest value of the
normal range for a given statistic. The system tracks how often the value for the
statistic falls outside this value.

secondary script
Any script (other than a Master or primary script) that is referenced from a
primary script or any other secondary script. There is no pegging of statistics for
actions occurring during a secondary script. See also Master script, primary
script, script.

server
A computer or device on a network that manages network resources. Examples
of servers include file servers, print servers, network servers, and database
servers. Symposium Call Center Server is used to configure the operations of the
call center. See also client.

service
A process that adheres to a Windows NT structure and requirements. A service
provides system functionality.

Service Control Manager


A Windows NT process that manages the different services on the PC.

service level
The percentage of incoming calls answered within a configured number of
seconds.

service level threshold


A parameter that defines the number of seconds within which incoming calls
should be answered.

Simple Network Management Protocol


A systematic way of monitoring and managing a computer network. The SNMP
model consists of four components:
„ managed nodes, which are any device, such as hosts, routers, and printers,
capable of communicating status to the outside world via an SNMP
management process called an SNMP Agent

186 Symposium Web Client


March 2006 Glossary

„ management stations, which are computers running special network


management software that interact with the Agents for status
„ management information, which is conveyed through exact specifications
and format of status specified by the MIB
„ Management Protocol or SNMP, which sends messages called protocol
data units (PDUs)

Simple Object Access Protocol


Technology for retrieving data through client PCs from the application server.
SOAP provides a means of communication between applications running on
different operating systems, with different technologies and programming
languages.

site
A system using Symposium Call Center Server that can be accessed using SMI.

skillset

A group of capabilities or knowledge required to answer a specific type of call.


skillset intrinsic
A script element that inserts information about a skillset in a script. Skillset
intrinsics return values such as skillsets, integers, and agent IDs. These values
are then used in queuing commands. See also call intrinsic, intrinsic, time
intrinsic, traffic intrinsic.

skillset priority
An attribute of a skillset assignment that determines the order in which calls
from different skillsets are presented to an agent. When an agent becomes
available, calls might be waiting for several of the skillsets to which the agent
belongs. The server presents the call queued for the skillset for which the agent
has the highest priority.

SOAP
See Simple Object Access Protocol.

standby
In skillset assignments, a property that grants an agent membership in a skillset,
but makes the agent inactive for that skillset.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 187
Glossary Standard 2.0

standby server
A server that contains an up-to-date version of the database, for use when the
active server becomes unavailable.

supervisor
A user who manages a group of agents. See also associated supervisor, reporting
supervisor.

SWCP
See Symposium Web Center Portal.

switch
The hardware that receives incoming calls and routes them to their destination.

switch resource
A device that is configured on the switch. For example, a CDN is configured on
the switch, and then is used as a resource with Symposium Call Center Server.
See also acquired resource.

Symposium Web Client call


A call to a CDN that is controlled by the Symposium Web Client. The call is
presented to the Incalls key on an agent’s phoneset.

Symposium Standby Server


The server that contains an up-to-date back-up version of the Symposium Call
Center Server database, for use if the active server fails. The database is kept up-
to-date by the Replication Server.

Symposium Web Center Portal


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.

Symposium Web Client


A browser-based tool for call center administrators and supervisors used for
managing and configuring a contact center and its users, defining access to data,
and viewing real-time and historical reports. The Symposium Web Client
software is installed on an application server. See also application server.

188 Symposium Web Client


March 2006 Glossary

system-defined script
The Master_Script can be customized or deactivated by a user, but cannot be
deleted. The first script executed for every call arriving at the call center.

T TAPI
See Telephony Application Program Interface.

TCP/IP
See Transmission Control Protocol/Internet Protocol.

TDM
See Time-Division Multiplex.

telephony
The science of translating sound into electrical signals, transmitting them, and
then converting them back to sound. The term is used frequently to refer to
computer hardware and software that perform functions traditionally performed
by telephone equipment.

Telephony Application Program Interface


An interface between the switch and an application that allows the application to
control the telephone on a user’s desktop.

threshold
A value for a statistic at which system handling of the statistic changes.

threshold class
A set of options that specifies how statistics are treated in reports and real-time
displays. See also display threshold, pegging threshold.

Time-Division Multiplex
A method of transmission in which a signal is separated into multiple segments
at the transmission source, and then reassembled at the receiving end.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 189
Glossary Standard 2.0

time intrinsic
A script element that stores information about system time, including time of
day, day of week, and week of year. See also call intrinsic, intrinsic, A group of
capabilities or knowledge required to answer a specific type of call. skillset
intrinsic, traffic intrinsic.

Token Ring
A PC network protocol developed by IBM. A Token Ring network is a type of
computer network in which all the computers are arranged schematically in a
circle.

traffic intrinsic
An intrinsic that inserts information about system-level traffic in a script. See
also call intrinsic, intrinsic, A group of capabilities or knowledge required to
answer a specific type of call. skillset intrinsic, time intrinsic.

transition mode
A skillset state in which the server presents already queued calls to a skillset.
New calls queued to the skillset are given out-of-service treatment. See also
Symposium Web Clientnight mode, out-of-service mode.

Transmission Control Protocol/Internet Protocol


The communication protocol used to connect devices on the Internet. TCP/IP is
the standard protocol for transmitting data over networks.

treatment
See call treatment.

U user-created script
A script that is created by an authorized user on the Symposium Web Client
system. Primary and secondary scripts are user-created scripts.

user-defined script
A script that is modified by an authorized user on the Symposium Web Client
system.

190 Symposium Web Client


March 2006 Glossary

utility
A program that performs a specific task, usually related to managing system
resources. Operating systems contain a number of utilities for managing disk
drives, printers, and other devices.

V validation
The process of checking a script to ensure that all the syntax and semantics are
correct. A script must be validated before it can be activated.

variable
A placeholder for values calculated within a script, such as CLID. Variables are
defined in the Script Variable Properties sheet and can be used in multiple scripts
to determine treatment and routing of calls entering Symposium Call Center
Server. See also call variable, global variable.

Virtual Private Network


A private network that is configured within a public network to take advantage
of the economies of scale and management facilities of large networks.

VPN
See Virtual Private Network.

W WAN
See also Wide area network.

Wide area network


A computer network that spans a relatively large geographical area. Typically, a
WAN consists of two or more local area networks (LANs). The largest WAN in
existence is the Internet.

workload scenarios
Sets of configuration values defined for typical patterns of system operations.
Five typical workload scenarios (entry, small, medium, large, and upper end) are
used in the Capacity Assessment Tool for capacity analysis for Symposium Web
Client.

Migrating Symposium Web Client 4.5 platform from Windows 2000 to Windows 2003 191
Glossary Standard 2.0

192 Symposium Web Client


Reader Response Form
Symposium Web Client
Product Release 4.5
Migrating Symposium Web Client 4.5 platform
from Windows 2000 to Windows 2003

Tell us about yourself:


Name:
Company:
Address:

Occupation: Phone:

1. What is your level of experience with this product?


New user Intermediate Experienced Programmer
2. How do you use this book?
Learning Procedural Reference Problem solving
3. Did this book meet your needs?
Yes No
If you answered No to this question, please answer the following questions.
4. What chapters, sections, or procedures did you find hard to understand?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
5. What information (if any) was missing from this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
6. How could we improve this book?
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to
Contact Center Documentation Research and Development Prime, Nortel Networks, Mervue Business
Park, Galway, Ireland.
F o
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essppoo n
err R
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ad e
RReead
Symposium Web Client
Migrating Symposium Web Client 4.5 platform from Windows
2000 to Windows 2003
Nortel
Mervue Business Park
Galway, Ireland

Copyright © 2006 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 Symposium Web
Client 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.

Product release: 4.5


Document release: Standard 2.0
Date: March 2006