SIP Contact Center Switch Guide

297-2183-962
Nortel Contact Center Manager

SIP Contact Center Switch Guide
Product release 6.0 Standard 3.0 February 2007

Publication number: 297-2183-962

Product release: 6.0
Document release: Standard 3.0
Date: February 2007
Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
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Contents
1 Getting started 7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2 SIP Contact Center switch integration 17

Nortel SIP Contact Center core components . . . . . . . . . . . . . . . . . . . . . . . . . 18
SIP Contact Center—component features, functions, and terminology. . . . . 20
Switch compatibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3 MCS 5100 configuration for SIP Contact Center 25

MCS 5100 configuration for SIP Contact Center interoperability . . . . . . . . . 26
SIP domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
MCS 5100 configuration utilities and SIP Contact Center. . . . . . . . . . . . . . . 29
MCS configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Routing CS 1000 calls to MCS CDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
4 Agent and Converged Desktop configuration 49

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100). . . . . . . . 52
Desktop configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Personal Agent MCS 5100 configuration options . . . . . . . . . . . . . . . . . . . . . 75
5 Hot desking—Virtual Office support 83

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Configuring Virtual Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Virtual Office operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
SIP Contact Center Switch Guide v

Contents Standard 3.0
6 Media processing services 87

CCMS configuration and operation as Media Services workflow control. . . 88
MAS configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
7 Redundancy and resiliency strategy 95

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
A SIP basics 101

Sip functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
SIP infrastructure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
B SIP CTI 109

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
SIP CTI support (TR87) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
SIP CTI control. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
CS 1000 TR87 feature support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Index 117
vi Contact Center Manager

Chapter 1
Getting started
In this chapter
New in this release 8
Overview 10
Skills you need 11
Related documents 13
How to get help 15
SIP Contact Center Switch Guide 7

Getting started Standard 3.0
New in this release
The following sections detail what is new in the Nortel Contact Center Manager
SIP Contact Center Switch Guide (297-2183-962) for version 3.0.
“Features” on page 8
“Other changes” on page 9
Features
See the following sections for information about feature changes:
“SIP Contact Center” on page 8
“Contact Center Manager Administration enhancements” on page 8
SIP Contact Center

Contact Center Release 6.0 introduces a Session Initiation Protocol (SIP) -based
contact center for Nortel’s MCS 5100 platform. A SIP Contact Center supports
inbound voice contacts, video, document sharing, and instant messaging. For
information about SIP Contact Center components and features, see the
following sections:
“Nortel SIP Contact Center core components” on page 18
“SIP Contact Center—component features, functions, and terminology” on
page 20
Contact Center Manager Administration enhancements

Agent and supervisor configuration screens on Contact Center Manager
Administration were enhanced for the SIP Contact Center. For more information
about these enhancements, see the following sections:
“Contact Center Manager Administration—agent configuration” on page
60
“Contact Center Manager Administration—agent to supervisor association
configuration” on page 61
“Contact Center Manager Administration—Supervisor Information” on
page 61
8 Contact Center Manager

February 2007 Getting started
Other changes
See the following sections for information about changes that are not feature-
related:
“Configuring CDNs and PCAs” on page 9
Configuring CDNs and PCAs

Information about the relevant overlays and configuration items for Controlled
Directory Numbers (CDN) and Personal Call Assistants (PCA) was updated.
These updates affect the following section:
“CS 1000 Converged Desktop configuration” on page 66

Overview
This document provides details about the necessary infrastructure configuration

to support a SIP-enabled contact center. In the Contact Center 6.0 release, this
involves details about how to configure the Nortel switch infrastructure
consisting of the Communication Server 1000 (CS 1000) and the Multimedia
Communication Server 5100 (MCS 5100).

Skills you need
This section describes the skills and knowledge you need to use this guide
effectively.
Nortel product knowledge

Knowledge of, or experience with, the following Nortel products can be of
assistance when you are configuring the switch to communicate with Contact
Center Manager Server.
Contact Center Manager Server
Contact Center Manager Administration
Communication Control Toolkit
Contact Center Agent Desktop
CS 1000 switch
MCS 5100 switch
Media Application Server (MAS)
MCP System Management Console
MCS Provisioning Client
PC experience or knowledge
Knowledge of or experience with the following PC products can be of
assistance:
Microsoft Windows Server 2003 (Standard or Enterprise edition)
Microsoft Windows 2003 (Standard or Enterprise edition)
client/server architecture
Internet Protocol (IP)

Other experience or knowledge

Other types of experience or knowledge that can be of use include:
database management
flowcharting
programming

Related documents
The following guides are available on the Contact Center portfolio DVD or on
the Nortel Web site (www.nortel.com).
For information
about Refer to NTP number
Planning and Contact Center Planning and 297-2183-934

engineering guidelines, Engineering Guide
and server
requirements Nortel Contact Center Manager 297-2183-935
CapTool User’s Guide
Required installation Contact Center Installer’s Roadmap 297-2183-226

and server data (see www.nortel.com/pic)
Installation, upgrades, Contact Center Manager Server 297-2183-925

migration, and Installation and Maintenance Guide
maintenance
Contact Center Manager Server 297-2183-218
Installation and Maintenance Guide
for the Co-resident Server
Contact Center Manager Server 297-2183-219

for the Standby Server
Contact Center Manager 297-2183-926

Administration Installation and
Maintenance Guide
Communication Control Toolkit 297-2183-946

Contact Center Multimedia 297-2183-929


For information
about Refer to NTP number
Nortel Media Application Server 297-2183-227

Installation and Configuration Guide
for Contact Center 6.0
CS 1000/MCS 5100 CS 1000 to MCS 5100 Converged 553-3001-521

Converged Desktop II Desktop Type 2 Configuration Guide
installation, setup, and
configuration
Converged Office Nortel Converged Office 553-3001-025

installation, setup, and Implementation Guide
configuration
MCS Provisioning Provisioning Client User Guide NN10043-113

Client
Prerequisites and MCS 5100 Multimedia PC Client NN42020-102

functionality of the User Guide
Multimedia PC Client

How to get help
This section explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was
released. To check for updates to the latest documentation and software for
Contact Center 6.0, click one of the following links.
Link to Takes you directly to
Latest software the Nortel page for Contact Center located at

www.nortel.com/espl.
Latest documentation the Nortel page for Contact Center documentation

located at www.nortel.com/helmsman.
Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Technical
Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools
to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Technical Support Web site and Nortel Knowledge Base for
answers to technical issues
open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region.
www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to
the appropriate support specialist. To locate the ERC for your product or service,
go to:
www.nortel.com/erc
Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, you can contact the technical support staff for that distributor
or reseller.

Chapter 2
SIP Contact Center switch integration
In this chapter
Nortel SIP Contact Center core components 18
SIP Contact Center—component features, functions, and terminology 20
Switch compatibility 24

SIP Contact Center switch integration Standard 3.0
Nortel SIP Contact Center core components
The Nortel Session Initiation Protocol (SIP) Contact Center solution consists of
the following core components:
Contact Center Manager 6.0 (CCM)
Communication Control Toolkit 6.0 (CCT)
Contact Center Agent Desktop (CCAD)
Contact Center 6.0 License Manager (LM)
Multimedia Communication Server 5100 for Enterprise (MCS 5100)
Nortel Media Application Server (MAS)
Communication Server 1000 Call Server (CS 1000 CS)
Communication Server 1000 Signaling Server (CS 1000 SS)
Communication Server 1000 Network Routing Service (CS 1000 NRS)
MCS Multimedia PC Client running Converged Desktop 2 mode (MCS
PCC CD2)
Telset (non-ACD, TR87 controllable telset portion of Agent CD2 Desktop)

February 2007 SIP Contact Center switch integration
The following diagram shows the building blocks of the SIP Contact Center
solution.

SIP Contact Center—component features,

functions, and terminology
SIP Contact Center

SIP Contact Center is a Contact Center Manager Server 6.0 configured for SIP
operability. After you configure Contact Center Manager Server for SIP
operation, it uses SIP as the only protocol interface with the switches with which
it interoperates.
Multimedia Communication Server (MCS) 5100

The MCS 5100 is one of two mandatory switches leveraged by the SIP Contact
Center solution. SIP Contact Center uses the MCS 5100 as the primary SIP
proxy. The MCS 5100 provides two main functions:
It routes all inbound customer calls (voice and video) to the SIP Contact
Center. The MCS 5100 resolves the SIP address of inbound contacts to
specific SIP-controlled directory numbers (CDN) or routepoints on the SIP
Contact Center and routes the call accordingly as an inbound SIP session.
It routes SIP calls, initiated by the SIP Contact Center, to the SIP address of
target contact center agents.
The MCS 5100 is also configured as a multimedia applications adjunct for

CS 1000, for the purpose of supporting the Converged Desktop II agent desktop
configuration.
The MCS 5100 views the SIP Contact Center as a cluster of SIP endpoints to
which it directs inbound customer calls or to which it accepts inbound calls
targeted at subscribers (contact center agents configured in Converged Desktop
II mode). The MCS 5100 is not aware of the concept of CDNs, routepoints, or
agents. To the MCS 5100, these entities are SIP subscribers.
Communication Server (CS) 1000

The CS 1000 is the second Nortel switch that the SIP Contact Center leverages
for the purpose of agent telephony set control. The CS 1000 also acts as a
protocol gateway for the MCS 5100 to allow non-SIP customers to direct calls to
the SIP Contact Center (for example, Integrated Services Digital Network
[ISDN] to SIP conversion or analog trunk to SIP conversion).

SIP Contact Center leverages two key features on the CS 1000:

Converged Desktop II
Converged Office
In this document, the CS 1000 system refers to any and all of the following:
Communication Server 1000E (CS 1000E)
Communication Server 1000S (CS 1000S)
Communication Server 1000M (CS 1000M)
Meridian 1 (M1)
Automatic call distribution

Automatic call distribution (ACD) is a call center feature on the CS 1000 system
that is not directly leveraged by a SIP-enabled contact center.
Applications Meridian Link

Applications Meridian Link (AML) is a proprietary Nortel protocol used for
application telephony integration with the CS 1000 system.
Nortel Converged Desktop II

The Nortel Converged Desktop II (CD2) is a combined CS 1000 and MCS 5100
feature that enables users to overlay the business-grade telephony features of the
CS 1000 with the multimedia features of the MCS 5100. Your existing CS 1000
telephone is used for telephony functionality while the MCS PC Client (in
converged mode) delivers the multimedia functions. A converged desktop
consists of a telephone and multimedia PC client software. The supported
telephones include analog telephones (500/2500 type), digital telephones, and IP
phones (such as i2004 or i2005). A SIP phone cannot be configured as a
converged desktop.
CD2 is the mandatory Agent Desktop configuration for SIP Contact Center.
CD2 leverages AML and ACD features on CS 1000. SIP Converged Desktop
services (SIP CDS) and Nortel Converged Desktop are equivalent to CD2.

Nortel Converged Office

The Nortel Converged Office feature combines the business-grade telephony of
the CS 1000 with the real-time multimedia communication and the remote call
control leveraging applications provided by Microsoft Office Live
Communications Server 2005 and Microsoft Office Communicator 2005
products. The Nortel Converged Office is not the same as the Nortel Converged
Desktop II.
The Converged Office feature consists of three primary components:

Nortel CS 1000 SIP computer telephony integration (CTI) Front End (F/E),
which exposes Remote Telephony Call Control using SIP CTI (TR87)
Microsoft Live Communications Server and Microsoft Office
Communicator clients
Nortel Multimedia Convergence Manager (MCM), a Nortel-provided
software component that ensures the proper interoperability between the
two systems (CS 1000 and Microsoft Live Communications Server) with
respect to protocols, users, and phone numbers managed within the
Microsoft Active Directory
Of these components, only the Nortel CS 1000 F/E for Remote Telephony Call
Control, using SIP CTI, is applicable to SIP Contact Center. This feature
introduces a new TR87 Control Enabled Class of Service for CS 1000 telsets.
SIP CTI (TR87)

Technical Recommendation number 87 (TR87) from the European Computer
Manufacturer’s Association (ECMA) is a CTI standard supported on the
CS 1000 Signaling Server and utilized by the SIP-enabled contact center. TR87
facilitates remote control of telephony functions such as Make Call, Answer
Call, Release Call, Initiate Conference, Initiate Transfer, and Enter DTMF
Digits. It does not support contact center functions such as Log on to ACD
queue, Ready, Not Ready, or Activity Codes.
Communication Control Toolkit

Communication Control Toolkit (CCT) provides the application integration
interface and development toolkit to support integration, control, and,
optionally, creation of the Contact Center Agent Desktop user interface. CCT is
mandatory in SIP Contact Center to support application specifics, such as Agent
Logon, Ready, Not Ready, and Activity Codes.

In non-SIP contact center installations, CCT leverages switch proprietary

service providers or gateways to control telsets and other resources on the
CS 1000 system (for example, the TAPI service provider, which leverages
Meridian Link Services [MLS] or AML direct connections to CS 1000). In the
case of CCT installation for SIP Contact Center, CCT connects only to the SIP-
enabled Contact Center Manager Server (through a new set of application
programmer interfaces in Contact Center 6.0, referred to as the Contact Center
Manager Framework). On behalf of CCT, SIP Contact Center generates SIP CTI
events (TR87 control messages), which it directs to the CS 1000 system to
execute telephony functions.

The CCT compliant Contact Center Agent Desktop is an out of the box smart
client that SIP Contact Center agents can use to perform contact-center-specific
functions, such as Agent Logon and Logoff, Ready, Not Ready, and Activity
Codes, as well as telephony control functions, such as Make Call or Answer
Call.
Media Application Server

The Media Application Server (MAS) is leveraged by the SIP Contact Center
for all aspects of customer-in-queue treatments (Tones, RAN, Music, and IVR).
Callpilot, Meridian Mail, and other Nortel Media Servers are not supported by
the SIP Contact Center in Contact Center 6.0.
There is no MCS 5100 configuration associated with the MAS servers dedicated
to the SIP Contact Center. The MAS is configured only through the Contact
Center Manager Administrator.

Switch compatibility
The following table defines the release support matrix for core switch
components required for SIP Contact Center interoperability.
Product name Supported release
MCS 5100 Application Server Release 3.0/3.5
MCS 5100 PC Client (multimedia) Release 3.0/3.5
MCS Media Application Server MAS 4.0 (MAS 9.2)

(MAS)
CS 1000 Call Server Release 4.5
CS 1000 Signaling Server Release 4.5

Chapter 3
MCS 5100 configuration for SIP

Contact Center
In this chapter
MCS 5100 configuration for SIP Contact Center interoperability 26
SIP domains 28
MCS 5100 configuration utilities and SIP Contact Center 29
MCS configuration steps 30
Routing CS 1000 calls to MCS CDNs 42

MCS 5100 configuration for SIP Contact Center Standard 3.0
MCS 5100 configuration for SIP Contact

Center interoperability
The primary role of the MCS 5100 in the SIP Contact Center solution is to act as
the SIP proxy for inbound and outbound SIP contacts (for example, SIP sessions
to agents). To support this functionality, the MCS 5100 also acts as the SIP
Registrar and Location server for SIP Contact Center. For further details, see
Appendix A, “SIP basics.”
All SIP sessions to and from the SIP Contact Center pass through the
MCS 5100, except SIP CTI (TR87) sessions. SIP CTI sessions originate and
terminate directly between the SIP Contact Center and the Remote Call Control
front-end application running on the CS 1000 Signaling Server. If SIP CTI
sessions are accidentally routed to the MCS 5100, the MCS 5100 rejects them.
When the MCS 5100 runs as the SIP Contact Center proxy, it performs three
core functions:
It routes all inbound customer calls (voice and video) to the SIP Contact
Center. The MCS 5100 resolves the SIP addresses of inbound contacts to
specific SIP CDNs or routepoints on the SIP Contact Center and routes the
contacts onto the SIP Contact Center accordingly as an inbound SIP
session.
It routes SIP Contact Center calls, initiated by the SIP Contact Center, to
the SIP address of target contact center agents. In Contact Center 6.0,
contact center agents must be configured and running as Converged
Desktop II users.
It maintains the Local SIP (Contact Center) Subscriber and link status.
In Contact Center 6.0, the SIP Contact Center mandates that a SIP proxy and
registrar must be present (in other words, that MCS 5100 is present and
operational). As part of the start-up operation, the SIP Contact Center validates
that the MCS 5100 is present by verifying that a specialized subscriber, referred
to as the Local SIP (Contact Center) Subscriber, exists and is operational on the
MCS 5100. SIP Contact Center does this by initiating an automatic SIP
registration against the Local SIP Subscriber. After the Local SIP Subscriber
registration succeeds, the SIP Contact Center continues to refresh this

February 2007 MCS 5100 configuration for SIP Contact Center
registration periodically. If a Local SIP Subscriber registration fails, the SIP

Contact Center identifies a link-down failure and continues to do so until the SIP
registration eventually succeeds. No calls are accepted by the SIP Contact
Center in this condition.

SIP domains
Although it is not mandatory, Nortel recommends that you configure all SIP
addresses (CDNs, MAS addresses, and agents) that are utilized by the SIP
Contact Center within the same SIP domain (username@domain-name).
For example:
sales@nortel.com
support@nortel.com
pso@nortel.com

MCS 5100 configuration utilities and SIP

Contact Center
Configuration utilities for the MCS 5100 and the SIP Contact Center include the
following:
MCP System Management Console—an installed client used to check
system status, alarms, and miscellaneous operations, administration, and
maintenance items (such as enable or disable MCS subsystem components
or software upgrade management). Use the MCP System Management
Console to configure the authentication method on the MCS 5100.
MCS Provisioning Client—a browser-based client used to administer the
MCS 5100 system, including domains, gateways, numbering plan and route
configuration, adding and removing users (subscribers), and defining
subscriber class of service and service packages.
You must use the MCS Provisioning Client to configure the following on
the MCS 5100:
creation of the contact center domains
creation of the Local SIP Subscriber
creation of suitable service packages for the Local SIP Subscriber and
SIP Contact Center CDNs
MCS Personal Agent—a browser-based client used to administer
individual MCS subscriber personal configuration options, including
Personal Call Routing options, Picture ID, and voicemail server
configuration.
Usage of the MCP System Management Console and the MCS Provisioning
Client are mandatory for configuring the MCS 5100 to interoperate with the SIP
Contact Center.

MCS configuration steps
The following sections describe the procedures to configure the MCS 5100 for
SIP Contact Center.
Configuring SIP Contact Center as an MCS 5100 authorized node

Before the SIP Contact Center can initiate any SIP transactions to the
MCS 5100, you must add it to the authorized node address listing of the
MCS 5100. Use the MCP System Management Console to perform this step.
To configure SIP Contact Center as an MCS 5100 authorized node

1 Log on to the MCP System Management Console.
2 Right-click on the relevant MCS Application Server.

3 Select Modify (which can request that you first lock the server).
Result: The Query System.Sites.MgmtSite.Servers.AppSvr.Services

window appears.
4 Click the Authentication tab.

5 Add the Contact Center Manager Server IP Address to the Authorized
Node IP Address list. Do not change the Private Key or Nonce Interval
values.

6 Close the window.
Configuring the Contact Center domains

Use the MCS Provisioning Client to configure the Contact Center domains. For
more detailed information about using the MCS Provisioning Client, see the
Provisioning Client User Guide.
To configure the Contact Center domains

1 Log on to the MCS Provisioning Client.
2 Select Domains > Add Domain.

3 Create a new domain to be used for Contact Center CDNs and the Local
SIP Subscriber. In the Name field, enter the domain name as configured on
the CCMS SIP Server tab of the CCMS Setup Configuration Utility.
SIP Contact
Center
Subscriber
4 You can accept all parameters (default IPCM, Default MeetMe, Default UC,
and Miscellaneous) as default.
5 Click Add.
Creating the MCS 5100 service package for the Contact Center Local
SIP Subscriber and CDNs
Use the MCS Provisioning Tool to create a dedicated service package for the
Contact Center Local SIP Subscriber and CDNs. For example, create a service
package called SIPCCSubscriber. Disable all services except Advanced
Screening. MCS 5100 Advanced Screening can be utilized by CDNs to support
contact center out of service conditions. Do not configure CDNs as Converged
Desktop subscribers.


Configuring the Local SIP Subscriber

The Local SIP Subscriber is a contact center specialized subscriber that is
configured on the MCS 5100. SIP Contact Center uses the Local SIP Subscriber
to verify that the MCS 5100 is present and operational.
Use the MCS Provisioning Client to configure the Local SIP Subscriber.
To configure the Local SIP Subscriber

2 Go to the relevant domain or subdomain and select Add User.
3 In the User Name box, type a user name. The User Name must match the
Contact Center Name field on the SIP Server tab of the CCMS Server
Setup Configuration Utility.
4 In the First Name box, type a first name.
5 In the Last Name box, type a last name.
Tip: Assign any meaningful first and last name (not a SIP Contact Center
dependency).
6 In the Password box, type a password.

7 In the Confirm Password box, type the password again.

8 From the Service Package list, choose the service package created for the
Local SIP Subscriber.
9 Do not configure an alias for the Local SIP Subscriber.
10 All other parameters can be left blank or at default.
11 Click Save.
12 If you configure the Local SIP Subscriber after the Contact Center Manager
installation, restart SIP Contact Center.
Do not use the Local SIP Subscriber for routing calls to the SIP-enabled Contact
Center server. If calls are routed using the Local SIP Subscriber, no call
processing occurs. That is, calls do not get answered or receive any treatment.
MCS Personal Agent configuration can be performed, which sets up a routing
rule that rejects all inbound calls to the Local SIP Subscriber and replies with an
instant message identifying that the Local SIP Subscriber is not a dialable
number.
Configuring SIP CDNs

This section identifies how CDNs are configured.
To accept incoming SIP contacts, you must configure the SIP Contact Center to
act as a SIP Termination Endpoint. The Contact Center Manager Server supports
configuration of CDNs as routepoints, through Contact Center Manager
Administration, with SIP properties (SIP URI for example, sales@cc.nn.com).
The equivalent CDNs must also be configured on the SIP Proxy/Registrar
infrastructure (in this case, the MCS 5100), as all contact center calls are routed
through the SIP infrastructure.
Contact Center Manager Server must be aware of the SIP addresses of its CDNs
for three primary reasons:
to register the CDN with the MCS 5100 Proxy and announce its availability
for service and its physical service IP address (that is, the Contact Center
Manager Server IP address)
to match incoming SIP invites to determine which CDN and associated
service is being requested. This must support SIP: address resolution,
where the originating party enters the SIP: address of the CDN (for

example, using an MCS 5100 PC Client) as well as directory number (DN)

address resolution, where the customer makes a telset call from CS 1000.
to resolve dialed numbers during Agent Conference or Transfer to a CDN
The following steps are mandatory for creation of SIP CDNs and are in the
suggested sequence:
CDN creation using the MCS 5100 Provisioning Client
CDN creating using CCMA
Depending on customer solution requirements, configuration of CS 1000 and

MCS 5100 SIP trunking and numbering plan information to support non SIP-
enabled customer dial access (such as analog telset for voice-only service) can
also be required.
Creating an MCS 5100 CDN Subscriber

Complete the following steps to create a CDN on the MCS 5100.
2 Go to the relevant domain or subdomain and select Add User.
3 In the User Name box, type a user name (for example, if you want to add
support@cc.nortel.com, assign support to the User Name).
4 In the First Name and Last Name boxes, type a meaningful first and last
name (for example, assign CDN to the First Name and 2004 to the Last
Name).
5 In the Password box, type the password for the Local SIP Subscriber, as
previously configured on the Contact Center Manager Server (from Contact
Center Manager Server, click Start > All Programs > Nortel Contact Center
> Manager Server > Server Setup Configuration > Sip Server).
6 Assign the Service Package as used for the Local SIP Contact Center
Subscriber (for example, SIPCCSubscriber; assume this service package
to be identical to SIPCCSubscriber as previously discussed).
7 Configure the Class of Service (COS) so that interdomain dialing can be
supported as required. COS screens and restricts users from accessing
certain telephony routes within a domain and subdomain. A CDN

subscriber must be capable of dialing out to contact center agents to whom

it offers contact center calls.
Tip: If Queue to Agent scripting commands result in failed attempts to offer
a SIP Contact Center call to an agent, confirm that the COS is valid,
particularly where the agent and CDN are configured in different SIP
domains.
8 Private Charge ID must be set to the location code plus the numeric alias
of this user. This location code must not be used by any CS 1000 on the
network and must be the same for all CDN subscribers configured for a
given Contact Center Manager Server. It is the same location code as
referred to in the Aliases section. This value is also set on the Contact
Center Manager Server in the Server Setup Configuration Utility as the Call
ID Prefix.
9 Click Save.
MCS 5100 aliases

As well as alphanumeric SIP addresses, each subscriber can have multiple
aliases on the MCS 5100, which can be used to establish a session with the
subscriber. Use aliases to equate a particular subscriber with a dialable DN in
cases where the MCS 5100 supports trunking to a public switched telephone
network (PSTN) gateway or, as in the case of the SIP Contact Center
installation, to the CS 1000. Providing a properly chosen alias here lets the
CS 1000 terminate calls at MCS users.
With reference to Universal Dialing Plan (UDP) and Coordinated Dialing Plan
(CDP) configuration, to make any MCS subscriber DN dialable from the
CS 1000, any user (CD or not) on MCS must have an alias defined in the form of
PNI + HLOC + DN, regardless of whether CDP or UDP is used for intrasite
dialing. Pretranslation of the MCS gateway route transforms a CDP or UDP
dialed number to consistently take this form for user matching.
For this example, assume the PNI is 00001 and the LOC is 550 (these must be
configured on the CS 1000). For the customer dialing (AC1 + 5502004) on the
CS 1000 to access the CDN support@cc.nortel.com, the MCS subscriber
support@cc.nortel.com must have an alias of the form:
PNI (00001) + HLOC (550) + DN (2004)

Configuring CDNs using CCMA

Name, Number, and URI must be carefully selected for maximum flexibility of
dialing. Nortel recommends that:
the Name equals the CDN as it is dialed from CS 1000 using UDP dialing
the Number equals the CDN as it is dialed from CS 1000 using CDP dialing
the URI equals the CDN as it is dialed from a SIP-only user agent (such as
the MCS PC Client) and must correspond to the SIP URI configured on the
MCS proxy/registrar for this CDN user (must include the SIP prefix, user
name@domain name)

Names, Numbers, and URIs must be unique. The Name is used to uniquely
identify the CDN in Contact Center Manager Server reports. If CDP or UDP
dialing is not required, you can use other values for the Name. For example, use
a textual description for the Name and a CDP or UDP number for the Number.
Note: At this time, SIP Contact Center only supports local (non-networked) call
types.
Acquiring the CDN induces SIP Contact Center to REGISTER the CDN with
the MCS 5100. The CDN must be configured on the MCS 5100 for the
REGISTER operation to succeed.
In the following diagram, sip:support@cc.nortel.com is configured with a CDP-

dialable number of 2004 and a UDP dialable number of 5502004.

At this point, the CDN can be acquired in Contact Center Manager

Administration and calls that terminate on the MCS (not through CS 1000) can
be controlled by Contact Center Manager Server. Routing calls from the
CS 1000 to this CDN requires further configuration.

Routing CS 1000 calls to MCS CDNs
You must perform additional configuration to have CS 1000 calls terminate on

the CDN addresses in MCS. This configuration involves:
either configuring a Distance Steering Code (DSC) to reserve a range of
CDN numbers for CDP dialing (for example, 2000-2099) or configuring a
Location Code (LOC) for UDP dialing of the same CDNs
assuming that Converged Desktop is configured and working (see
“CS 1000 SIP trunk configuration” on page 63), a Route List Block (RLB)
is in place to select the SIP trunk that routes calls to MCS. Reuse this RLB.
Contact Center Manager Server supports 750 CDNs.
CDP dialing (Distance Steering Code)

In the example shown in the following table, DNs in the range 2000-2099 are
reserved.
Command/ Command/User
Prompt responses Description
REQ new Create a new Distance Steering

Code
TYPE dsc Distance Steering Code

DSC 20 Covers the range 2000-2099
FLEN 4 Four-digit DNs
RLI <RLI #> The RLB configured for CD2

UDP dialing (Location Code)

In the example shown in the following table, dialing with an access code and
location code is supported.
Command/ Command/User
Prompt responses Description
REQ new Create a new location code

FEAT net Networking feature
TRAN <ac1|ac2> Whichever AC is assigned for

ESN dialing
TYPE loc Location Code

LOC 550 AC + 550 + XXXX dialing
FLEN 7 Seven digits excluding the AC
RLI <RLI #> The RLB configured for CD2

NRS configuration
You must also configure the CS 1000 Network Routing Service (NRS) to map
this CDP dial plan entry to the correct SIP phone context. The SIP phone context
is a string or SIP Header that is added to the outgoing INVITE to MCS 5100
from the CS 1000. The MCS 5100 uses this string to locate the correct
Telephony Route Listing so that it can resolve the number dialed to a specific
domain and user.
On the NRS Standby DB view, select Routing Entries and add a new CDP or
UDP entry for the MCS Gateway Endpoint (originally configured for the
Converged Desktop).
The following screenshot shows a CDP entry for 20xx DNs and a UDP entry for
550, matching the call server configuration in the previous step.

MCS 5100 configuration–CDP example

The final step in this configuration is to translate the DN coming from the
CS 1000 to the alias defined in the CDN user’s MCS configuration. Use
Telephony Routes to complete this configuration.
2 Select Domains > <your domain> > Telephony Routes > Add
Telephony Route.
3 Create a new route with a Route Type of Private.
4 Define the range of digits and number of digits expected.
5 Define the translation that converts these numbers from a CDP or UDP
number to an alias of the form PNI + LOC + DN. For UDP, this usually
means removing the access code and inserting the PNI. For CDP, this
means inserting the PNI and location code.
The following diagram shows the two Telephony Routes in addition to those
added for Converged Desktop (a private UDP route and a private CDP route).


Using the MCS 5100 Dialing Plan translation verification tool

Use the translation tool to verify that a call is provisioned correctly.
1 Click Domains.
2 Under the domain or subdomain, click Telephony Routes > Translation
Tool.
3 In the Request URI field, enter a number to call using the format
<number>@<domain_or_subdomain_name>.com.
4 In the To field, enter the same name as in the Request URI field or leave it
blank.
5 In the From field, enter the calling person’s number using one of the
following formats:
<name>@<domain_or_subdomain_name>.com
<number>@<domain_or_subdomain_name>.com

6 Click Execute.
Result: A window appears and lists the translation (read only) verification
results.
Tip: If the window displays some or all null fields, the route is
misprovisioned and must be provisioned again.

Chapter 4
Agent and Converged Desktop

configuration
In this chapter
Overview 50
Agent Desktop 51
Nortel SIP Contact Center desktop solution (CS 1000/MCS 5100) 52
Desktop configuration steps 60
Personal Agent MCS 5100 configuration options 75

Agent and Converged Desktop configuration Standard 3.0
Overview
This chapter provides a description of the Converged Desktop for the SIP
Contact Center, as well as details about the following tasks:
agent and supervisor configuration on Contact Center Manager
Administration
agent configuration on Communication Control Toolkit
Converged Desktop PC Client configuration
SIP trunk configuration on CS 1000
Converged Desktop configuration on CS 1000
MCS configuration

February 2007 Agent and Converged Desktop configuration
Agent Desktop
Generically, the functions supporting the Agent Desktop for SIP Contact Center
require the following:
a SIP-addressable media-termination device to terminate and originate
media such as voice, video, and instant messaging sessions to and from the
agent
an Agent User Interface to generate contact center application-specific
requests such as Agent Logon, Ready and Not Ready status, or Activity
Codes. This user interface also supports a means for controlling the media
termination device (Answer Call, Conference, Transfer). The mechanism to
support this control for the SIP Contact Center is to use the ECMA323
TR87 SIP CTI specification (www.ecma-international.org).
an Agent/Supervisor User Interface to generate contact center application-
specific requests such as Agent Observe or Barge-In
an Agent/Supervisor User Interface to display, in real time, the call status of
agents for whom the supervisor is responsible

Nortel SIP Contact Center desktop solution

(CS 1000/MCS 5100)
Due to the requirement to support TR87 level desktop set control, the chosen
Agent Desktop solution is Converged Desktop. The Converged Desktop
mandates an infrastructure that includes:
CS 1000 Release 4.5 Call Server
CS 1000 Release 4.5 Signaling Server
NRS (coresident with Signaling Server or otherwise)
MCS 5100 Release 3.0/3.5
The CS 1000/MCS 5100 combination also acts as a SIP protocol gateway,

transferring or redirecting calls to the SIP Contact Center.
Customers dialing in can utilize converged desktop on the assumption that this is
normalized by the MCS 5100 Application server and is transparent from a call
presentation perspective into the contact center.
The following sections define the desktop solution for the Enterprise version of
SIP Contact Center, which integrates with the CS 1000/MCS 5100.

Contact Center Manager Server

Contact Center Manager Server stores the agent configuration for SIP CTI
(TR87) support that is used by the SIP Service Provider, which originates and
terminates SIP CTI messages for the user.
Communication Control Toolkit server

The Communication Control Toolkit (CCT) server provides the CTI middleware
and open API for the Agent Desktop and CTI applications. This includes the
existing CCT OA&M, which is used to configure SIP CTI-enabled users. In the
SIP Contact Center, Communication Control Toolkit is co-resident with Contact

The Contact Center Agent Desktop is the Nortel agent desktop built using the
CCT API. The Contact Center Agent Desktop communicates with the CCT
server by way of secure .NET remote transport. The Contact Center Agent
Desktop sends requests to the Contact Center Manager Server by way of CCT
for both contact center application specifics (such as Agent Logon) and for
call-control requests (such as Answer Call).

Contact Center Agent Desktop and Contact Center Manager Server

communicate through CCT. The contact center application-specific events are
terminated and utilized solely by Contact Center Manager Server. Call control of
the desktop CS 1000 set is by TR87 messaging, transported over SIP from the
Contact Center Manager Server.
MCS 5100 Proxy/Registrar

The MCS 5100 SIP Proxy is the application adjunct for CS 1000 and provides
the multimedia applications overlay for CS 1000 Converged Desktop users. The
SIP Proxy is leveraged for two main purposes in the SIP Contact Center
solution:
as an application adjunct for Converged Desktop, supporting video, instant
messaging, and presence. The MCS 5100 communicates through SIP with
the Contact Center Manager Server, the CS 1000 Signaling server, and the
PC Client. MCS 5100 acts as the SIP Proxy for all SIP messaging between
Contact Center Manager Server, CS 1000, and the PC Client (except MAS
call control messages, which go directly from the Contact Center Manager
Server to the MAS).
to register the routepoint addresses as configured in Chapter 3, “MCS 5100
configuration for SIP Contact Center.”
CS 1000
CS 1000 is the call server that supports the agent desktop sets (for example,
i2004 sets or any SIP TR87 addressable sets) that provide the voice support
aspects of the Converged Desktop. The desktop set is not an ACD set.
Nortel Converged Desktop TR87 controllable solution

The Agent Desktop uses the Converged Desktop for the CS 1000/MCS 5100
hosted SIP Contact Center. Using the SIP converged desktop services for
CS 1000, users have the feature convergence of the MCS 5100 and the CS 1000.
The MCS 5100 acts as an application adjunct and application overlay to the
CS 1000 call server, letting agents access both the multimedia features on MCS
and the business-grade telephony features on the CS 1000.

The combination of the Converged Desktop Set and the Converged Desktop PC
Client constitute the Nortel Converged Desktop solution.
Converged Desktop Set

The Converged Desktop Set is a standard CS 1000 desktop set (for example,
i2004), configured to support Converged Services. For SIP Contact Center, the
set must additionally be configured to support SIP TR 87 CTI control.
In converged mode, the set is known as the Preferred Audio Device (PAD). The
PAD provides all standard CS 1000 business-grade telephony features to the
user. Communication between the PAD and the CS 1000 is by way of Unified
Networks IP Stimulus (UNIStim) messaging to the Terminal Proxy server
running on the CS 1000 Signaling server component. The PAD is the audio
termination device for all calls. ACD features of the CS 1000 are not used and
not configured on the PAD (for example, the ACD key 0 or the NRDY key are
not configured). The Contact Center Agent Desktop provides all contact center
and ACD-related features. TR87messages are associated with the PAD and
TR87 services control the PAD.

Converged Desktop PC Client

The Converged Desktop PC Client is the MCS PC Client. The PC Client
provides all multimedia features for the converged user (video, instant
messaging, Webpush, application sharing) The converged PC Client is a slave to
the PAD. All call control, call initiation, answering calls, and initiating
conference or transfer functions are carried out by the PAD. The PC Client
provides only the multimedia features and does not act as the audio termination
device. The PC Client and the MCS communicate through SIP.
You must select Converged Desktop Mode in the User Profile Settings
configuration screen on the PC Client, as shown in the following diagram.
The title bar indicates when the PC Client is running in converged mode, as
illustrated in the following screenshots.


SIP CTI (TR87) control

To integrate and support the control of the Converged Desktop by the Contact
Center Agent Desktop, the Converged Desktop Set (PAD) must also be
controllable through SIP CTI (TR87).
The CS 1000 TR87 support feature proposes to address PADs by way of a

unique TR87 SIP address, based on the DN of the line key. When the Contact
Center Manager Server initiates TR87 control or monitoring of a PAD, it must
know the TR87 address of the PAD line key of the CD. For the SIP Contact
Center, every agent has a predefined TR87 SIP address configured in the Agent
Configuration screen in Contact Center Manager Administration. TR87 enables
control of any SIP user agent that supports the TR87 specification. The CS 1000
Signaling server acts as the terminating UA for SIP TR87 control messages. The
Signaling server then controls the CD set through UNIStim messaging.
Nortel Converged Desktop restrictions for SIP Contact Center

SIP Contact Center imposes the additional complexity on Converged Desktop
that the CS 1000 telset (the PAD) must also be controllable by SIP CTI (TR87).
The associated restrictions of this architecture are as follows:
Running the PC Client in stand-alone mode is not supported for agents in
SIP Contact Center. Only converged mode is supported.
When running in converged mode, the MCS PC Client is a slave to the
CS 1000 voice terminal, reacting to call events on that terminal.
In converged mode, the PC Client does not allow the user to answer the
call, initiate Transfer or Conference, or redirect or reject the call. These
functions are controlled by the CS 1000 converged telset.
A user can originate a call from the PC Client in converged mode, but this
is a click-to-call-type application and is supported by using the Contact
Center Agent Desktop.
Converged desktop CS 1000 sets do not support ACD functionality.
Therefore, contact center features such as Agent Logon, Logoff, Ready, or
Not Ready are provided by the Contact Center Agent Desktop. This is
keeping with the openness strategy of SIP Contact Center where,
ultimately, the agent’s media termination device is unaware of the fact that
it is operating in a contact center application.
The Nortel Converged Desktop solution supports only a Single Line Key
(only one line key on the PAD can be uniquely associated with an MCS

user). This means that, by default, the SIP Contact Center only lets the
agent control and monitor a single line key by means of the Contact Center
Agent Desktop.
While the SIP Contact Center allows the agent to use the Contact Center
Agent Desktop to initiate telephony functions on the Converged Desktop
TR87 controlled solution without a mandatory logon to the contact center
(such as Knowledge Worker functions), it requires enablement of the
CS 1000 Virtual Office features on the CS 1000 to support hot desking (the
CS 1000 TR87 address is DN based and is exclusively tied to the agent) or
shift worker reuse of the same telset. If the Agent Desktop is a pure SIP
client, supporting TR87, the Virtual Office feature is an integral part of the
SIP dynamic-registration process.
A second DN key can be configured on the CS 1000 telset, but the SIP
Contact Center does not acknowledge its existence and it is not controllable
by the Contact Center Agent Desktop.
Some restrictions exist around automatic video startup on the Converged
Desktop. SIP Contact Center calls offered to the agent do not support
autostart of video. The agent must manually start video. Subsequent
transfer or conference initiations to other agents in the contact center
require that those agents manually restart the video.
The feature restriction implications of the Single Line Key include:
restrictions on Call Presentation Class support for Personal Call On-
Hold Contact Center Call Offer
potential restrictions on the nature of consultive Conference and
Transfer initiation

Desktop configuration steps
The following sections identify the configuration steps for the Nortel SIP
Contact Center solution.
Contact Center Manager Administration—agent configuration

Core agent configuration on Contact Center Manager Administration has been
enhanced as follows:
The key enhancements for the SIP Contact Center include:

addition of a new mandatory property, SIP URI, the agent’s SIP address as
configured on the target SIP server (MCS 5100 subscriber information).
This field also exists for supervisor/agent and supervisor properties. When

this value is saved for an agent or supervisor, it cannot be modified without

making the appropriate change to the user on the SIP server (MCS 5100).
addition of a second property for SIP CTI (TR87) control, the SIP
Terminal, which is dedicated to this agent. In the case of Nortel integration,
the SIP Terminal must align with the CS 1000 DN plus Signaling server
domain per CS 1000 configuration. From a SIP Contact Center perspective,
the SIP Terminal address needs to be a unique string.
In addition, the following changes apply to the Agent Supervisor screen:

Phoneset Login ID has been changed to Login ID. Its contents are a series
of digits.
Personal DN is no longer required as the SIP Terminal DN provides the
equivalent replacement parameter.
A new section is provided to select the agent’s supported Contact Types. The
valid choices are voice and video. Selecting these contact types determines the
choice of skillsets an agent can be assigned to and the types of contacts that
agent can service.
Contact Center Manager Administration—agent to supervisor

association configuration
Additional changes have been made in the Agent Information screen. Use this
screen to associate an agent with a primary supervisor. This configuration also
applies for supervisor/agent properties but not for supervisors.
The Agent Key field has been removed from the display. Previously, this field
identified a physical key on a supervisor’s telset on which the agent could be
contacted directly but it no longer applies. Agent status functionality is provided
by the Contact Center Agent Real Time displays or by SIP Presence on the
Converged PC Client User Interface.
Contact Center Manager Administration—Supervisor Information

Previously, the Supervisor Information section identified the Supervisor’s fixed
set address against which agents invoked Call Supervisor or Emergency
functionality.

This information is not required in the SIP Contact Center solution. Instead, the
agent invokes Call Supervisor by clicking the Call Supervisor button on the
Contact Center Agent Desktop (with no requirement for configuration).
Communication Control Toolkit configuration

When an agent logs on to the Contact Center Agent Desktop, or before log on
time when an agent wants to use knowledge worker CTI functions from the
Agent Desktop, CCT must be able to associate the Agent Desktop instance with
the agent’s Converged TR87 controllable desktop.
For SIP Contact Center, instead of the traditional methodology of configuring

DNs (line configuration) and TNs against the user profile, configure a Login ID
instead (identical to the agent log on ID). This methodology is also employed for
the Open Queue/Contact Center Multimedia integration as part of the Contact
Center Multimedia Integration program.
This means that to use SIP CTI (TR87) controlled telsets, a CCT subscriber
must:
be configured as an agent or supervisor on Contact Center Manager Server
in Contact Center Manager Administration
be configured as a Contact Center User on CCT

The user does not have to log on to the contact center to invoke Agent Desktop/
CCT functionality. Therefore, there are no licensing implications on Contact
Agent Converged Desktop PC Client configuration

This section discusses an overview of how to configure Converged Desktop on
CS 1000 and SIP trunking from CS 1000 to MCS. You must configure SIP
trunking for Converged Desktop, as this is the only SIP signaling interface
between CS 1000 and MCS. For more detailed information, see the FTR302
Converged Desktop Provisioning Guide and SIP Gateway and Services Feature
Specification.
CS 1000 SIP trunk configuration

The steps involved in configuring SIP trunking on CS 1000 are:
Configure D-channel in LD 17.
Configure Route in LD 16.
Configure Super Loop in LD 97
Configure Trunk Units in LD 14.
The relevant overlays and configuration items for D-channel are shown in the
following table.
Prompts Responses Descriptions
REQ CHG Change
TYPE ADAN All input/output devices

(includes D-channels)
ADAN new DCH dch# New DCH

CTYP DCIP IP DCH
IFC SL1 Interface type for D-channel

(Meridian SL-1)

ISLM 0-(1792)-4000 The maximum number of trunk

allowed per D-channel. This
number can be as many as 4000
if DCH is an IP channel. In
overlay configuration, this
prompt defaults to 1792 if you
do not enter anything. You can
choose to enter 4000; however,
at this time, only 1792 trunks
are supported.
The following table shows the relevant overlays and configuration items for
Route configuration.
Prompts Responses Description
REQ CHG/NEW Change or new

TYPE RDB Route datablock
CUST 0 Customer
ROUT route number Route number

TKTP TIE Trunk type is tie
VTRK Yes Define as virtual trunk
ZONE zone# Zone number
PCID SIP Define it as a SIP route

CDSR Yes, (No) Converged Desktop Service

Route. This prompt only shows
when this is a SIP route. This
route implies that any call
coming in through this route
terminating to a converged
desktop should not be looped
back (to MX). This prompt
does not affect operation on
any calls other than the call
terminates to a converged
desktop.
CRID Yes, (No) New CDR record (for SIP) to

include correlation ID. When
enabled, the fourth line is
included in the CDR (new)
record. This prompt only
appears if it is a SIP VTRK
(VTRK is Yes and PCID is SIP)
and CDR is turned on for this
route.
NODE node# Node Id of Signaling server
ISDN Yes Enable ISDN
MODE ISLD Route uses ISDN Signaling

Link (ISL)
DCH dch number corresponding DCH number
IFC SL1 Interface type Meridian SL-1

ICOG IAO Incoming and Outgoing
ACOD access code Access code for the trunk route

Super Loop configuration.
REQ CHG CHG
TYPE SUPL Super Loop

SUPL loop# Super Loop number, starts
with a v and the number is a
multiple of four (for example,
v96)
Trunk Unit configuration.
REQ NEW/CHG New or change
TYPE IPTI Change trunk type for IP

Trunks (new in Rls. 26)
TN tn TN of the tie unit, use VTN
XTRK VTRK Virtual trunk
CUST cust# Customer
RTMB route# unit# Route number and the

member number
CHID chid Channel ID
STRI imm Immediate
STRO imm Immediate
CS 1000 Converged Desktop configuration

The steps to configure a Converged Desktop user on CS 1000 are:

configure AML link for TR87

configure AML link for Converged Desktop
configure Value Added Server (VAS) ID for TR87 (LD 17)
configure VAS ID for Converged Desktop (LD 17)
configure ACD DN (LD 23)
configure CDN (LD 23)
configure Service DN (LD 90)
configure Personal Call Assistant (PCA) (LD 11)
configure converged phone
configure TR87 enablement
The implementation of Converged Desktop on CS 1000 is built on AML, CDNs,

ACD DNs, and so on. However, Converged Desktop does not use these in a
contact center or ACD application. In other words, SIP Contact Center does not
require ACD features on the CS 1000; however, the Converged Desktop does.
Both TR87 and Converged Desktop on CS 1000 require separate AML links and
VAS IDs to be configured. Configure the VAS ID for Converged Desktop as
follows:
SECU = NO
Configure the VAS ID for TR87 as follows:
SECU = YES
You must configure two AML links. The following table shows the relevant
overlays and configuration items for AML link (LD 17).
REQ CHG Change
TYPE ADAN ADAN

ADAN new elan# New AML link, the link is an

ELAN type. The link number is
between 32 and 47 (inclusive) on
small systems and between 32
and 127 (inclusive) on large
systems.
AML link number within the
preceding range implies that the
transport is over TCP/RUDP link.
CTYP ELAN Card type: ELAN
You must configure two VAS IDs. The following table shows the relevant
overlays and configuration items for VAS (LD 17).
REQ CHG Change
TYPE VAS Value added server
VAS New New
VSID vas# VAS ID, ranges from 32 and 47

(inclusive) on small systems and
from 32 and 127 (inclusive) on
large systems
ELAN link# AML ELAN link number,

matches the number provisioned
in the last step
SECU YES/NO Configure the VAS ID for TR87

as SECU = YES. Configure the
VAS ID for Converged Desktop
as SECU = NO.

ACD DNs (LD 23).
REQ NEW New
TYPE ACD ACD

CUST cust# Customer number
ACDN DN ACD DN
CDNs (LD 23).
REQ NEW New
TYPE CDN CDN

CDSQ (NO), YES If this CDN queue is used for

converged desktop service
DFDN ACDDN ACD DN configured in previous
step
CNTL YES In controlled mode

VSID vas# VAS number
The following table shows the relevant overlays and configuration items for the
Service DN (LD 90).
REQ NEW New
CUST custno Customer number

FEAT NET Net data
TRAN AC1 AC1

TYPE SPN Configure the CDS service DN as
an SPN and point it to a SIP
trunk. This number is only
internal between CS and
Signaling server, for reserving the
VTRK when routing the
terminating CD call out to
MCS 5100
SPN DN# The same DN number must be

used in the config.ini file in the
ServiceDN field on the Signaling
server
FLEN dnLen The exact length of this DN

number
RLI RLI# Point this number to the SIP

VTRK
PCA (LD 11).
REQ NEW New
TYPE PCA PCA

TN lscu Terminal TN
KEY 0 ACD acddn ccc ACD key

zzz

KEY 2 SCR/MCR/SCN/ DN key to be used for originating

MCN dn# a call from this agent
Converged Desktop user (LD 10, 11).
REQ NEW New TN
TYPE setTYPE Terminal type
TN lscu Terminal TN
AST key# The key number of the DN key to

be controlled by TR87
CLS CDMV Converged Desktop Multimedia/
T87A Video
TR87 allowed
CSDN CDN# Converged Desktop Service DN
ATTENTION
If the agents are required to have voice mail, you must set the
call forward time-out interval to a value greater than the return
to queue value set for the agents’ call presentation class. The
time-out interval is set as one of three possible number of rings
in overlay 15 (CFNO-2) and selected per agent in overlay 11
(RCO).
MCS configuration
The steps and the relevant configuration items involved in MCS configuration
are:

Create a gateway.
Create a gateway route.
Create a trunk group.

Create a telephony route.
Change the default parameters for the telephony route.

Create a Class of Service.
Create a telephony route list.

Configure users.
Configure user Converged Desktop properties.

Personal Agent MCS 5100 configuration

options
The final step for configuring agents is to set a rule in the agent’s personal
routing. By default, an agent’s set only rings for a fixed period of approximately
18 seconds before MCS retrieves the call and rejects it on behalf of the agent.
This behavior is incompatible with the Agent Call Presentation services of
Contact Center. If this route remains in place, the Call Presentation class defined
for an agent in CCMA cannot work correctly. Therefore, you must define a
personal agent route.
Use the following procedure to define a personal agent route.

1 Log on to the MCS PC Client.

2 From the Tools menu, select Show Routes.
Result: The List of Routes window appears.

3 Click New.
Result: The Route Wizard: Initiate action window appears.
4 Select When a call is received, and then click Next.

Result: The Route Wizard: Conditions window appears.

5 Do not select any filter. Use the default When a call is received from
anyone.
6 Click Next.
Result: The Route Wizard: Actions window appears.

7 Select Ring my devices in the following ordered lists, and then select
Ring THESE NUMBERS first in my list.
8 Click THESE NUMBERS, which is highlighted in blue.

Result: The Select Information dialog box appears.
9 Select the Ring these telephone numbers check box.
10 From the Ring these telephone numbers list, choose Forever.

11 Under Type, choose My client. The Phone # or address field can be filled
in automatically when the My client option is selected. If not, manually type
in the address.
12 Click OK.
Result: The Select information dialog box closes.

13 On the Route Wizard window, click Next.

Result: The Route Wizard: Exceptions window appears.
14 If any exceptions are required, enter the appropriate numbers from the
various distribution lists, and then click Next. If no exceptions are required,
click Next.
Result: The Route Wizard: Finish window appears.
15 In the Complete this route by providing a name field, type a suitable
name for the route (for example, LetRingForever).

16 Select the Make route active checkbox.
17 Click Save.

Chapter 5
Hot desking—Virtual Office support
In this chapter
Overview 84
Configuring Virtual Office 85
Virtual Office operation 86

Hot desking—Virtual Office support Standard 3.0
Overview
The CSE 1000 Release 2.0 Virtual Office provides a call service to travelling
users who want to use a different physical IT phone. Users log on using their DN
and an SCPW and receive the features of their home office IT phone. After users
log off the IT phone, the features that were transferred to that phone are
removed.

February 2007 Hot desking—Virtual Office support
Configuring Virtual Office
ATTENTION
For the purposes of this configuration, host set refers to the IP
set onto which the user logs on in order to attain the attributes
of the remote set. Remote set refers to the IP set who’s
attributes are accessible to the host set after the host set has
logged on.
To configure Virtual Office, the following requirements must be met:

Packages 382 and 387 must be equipped.
The remote IP set must have an SCPW configured in LD 11 (SCPL must be
set in LD 15 [FFC] to enable the SCPW prompt).
The Remote Call Server must have CLS VOUA configured in LD 11.
The Host Call Server must have CLS VOLA configured in LD 11 (default).
You must have working IP peer configuration and know how to dial the
remote set from the host set.

Hot desking—Virtual Office support Standard 3.0
Virtual Office operation
Virtual Office Remote Logon

Use the following procedure to log on to Virtual Office remotely.
1 On the phoneset, click the Applications button.
2 From the menu, select Virtual Office.
3 In the Enter User ID prompt, enter the dialable DN of the target remote set
(the set you want to become).
4 In the Enter Password prompt, enter the SCPW of the target remote set.
Result: If successful, the host set resets and comes back online with the
features of the remote IP set, including the DN, autodial numbers, feature
keys, and voice mail indication and access.
Note: When a user logs on at a host set, the remote set is logged out and
available to others. While logged on at the host site, set options (such as
language, contrast, and ring type) are as programmed on the remote physical
phone. Codec selection is based on the zone properties of the home phone.
Virtual Office Remote Logoff

To log off of Virtual Office:
From the options menu, select Virtual Office Logout.
Automatic logout at midnight can be selected as a configuration item. After the

user logs off, the features that were transferred to that phone are removed.

Chapter 6
Media processing services
In this chapter
CCMS configuration and operation as Media Services workflow control 88
MAS configuration 91

Media processing services Standard 3.0
CCMS configuration and operation as Media

Services workflow control
CCMS, when configured for SIP, acts as a Media Services control point for the
Media Application Server farm. To invoke and control Media Services, CCMS
originates SIP sessions to the SIP Media server farm. The interoperability
protocol used between Contact Center Manager Server and the MAS (through
the SIP Proxy/Location server) is based on NetAnn, upon which the MCS MAS
is loosely based.
The following diagram shows the proposed CCMS to Media server integration.
Media servers can be statically configured IP addresses with associated Media

Service addresses. CCMS performs a basic load balancing schema.
Media servers can be remotely targeted through proxy resolution of the invoked
Media Service SIP address.
The role of the Media server

The Media server acts as the termination and origination point of RTP streams
between the customer, media treatments, and eventually, the agent.

February 2007 Media processing services
MAS Services are, in effect, SIP addresses. The contact center invokes the
following MAS services throughout the life of the call:
Conversation Space Service—All contact center calls are conferences
anchored on this service. This is an ad-hoc conference with contact center
specializations, such as:
ability to selectively mute or unmute legs to support supervisor features
such as Observe, Whisper, and Barge In
ability to transfer DTMF digits across the conference (DTMF Relay)
from the customer to the IVR service, which can be added to the
conference for Play Prompt and Collect Digits type services
ability to identify (through propriety header) when a supervisor joins a
call and, through MAS install time configuration, either play a periodic
observation tone to all on the call or play no tone
Treatments Service—This service provides the tones that CCMS invokes
throughout the life of the call (for example, Ringback, Busy). All tones for
the contact center call (including initial Ringback) originate from this
Media service under control of CCMS. This ensures consistency in tone
frequency and volume throughout the call. Tones can be internationalized
on the Media server by means of a Locale Header. However, it has yet to be
confirmed if this is to be deployed and supported, pending resolution of the
Media server delivery vehicle in the first SIP Contact Center release. Set
the Locale Header on CCMS using the Contact Center Configuration
Utility. It is also set on the MAS at the time of installation, but gives
preference to the CCMS default configuration.
Announcement Service for RAN—This service can also be
internationalized through the Locale Header. RAN files can be .wav files
for audio or .avi files for video. You must specify the full RAN filename as
the Route Name when configuring the RAN Route Number in CCMA.
IVR Service—This service consists of canned IVR for Play Prompt and
Collect Digits. These services are voiceXML dialogs.
Multimedia Treatment Services—These services consist of canned
services for Webpush and Instant Message (IM) treatments. These services
are voiceXML dialogs that use the MCS IM protocol and are therefore
restricted in terms of their open usage. These features have been added to
provide advanced services in controlled environments, such as:
internal help desks where all clients are MCS-based

kiosks where the customer interface is an MCS client

any solution where the customer client interface is interoperable with
MCS instant messaging
Each of the MAS services has a unique SIP address.

MAS configuration
The MAS does not SIP Register its services dynamically with SIP-Contact
Center. Instead, each Media server is statically configured through Contact
Center Manager Administration and the services CCMA supports are deployed
against it.
Each MAS service has a unique SIP address.
Step 1: Addition of the Media server in Contact Center Manager

Administration
Use the following fields to configure the MAS on Contact Center
Administration.
Name—alphanumeric string to internally identify the MAS within Contact
Center Manager Server
IP Address—statically configured
SIP Transport Port Number
Transport Type—UDP/TCP (default)
Media Server Type (Nortel MAS/other)—this is used internally in
Contact Center Manager Server to enumerate the port capacity of the Media
server. Selecting another option results in default handling (that is, issue the
Media Service to the next logical device on the list with no checking on
port usage). Offer the session to the next logical device on failure.
Enable/Disable when checkbox—This needs to be expanded to have an
Enable/Disable when idle option.

Step 2: Association of Media Services with the MAS pool

The next step is to associate Media Services with the previously configured
MAS boxes.
The following services must be available by default:

Dialog—for IVR and default voice XML services
Announcement—for RAN, Music, and Tones
Space—for Conversation Space
You must configure these services with the Contact Center Manager Server
configuration utility as shown in the preceding diagram.
The default vXML Service URI is the Dialog Service Treatment Address in
Contact Center Manager Administration.
The default Announcement Service URI is the Announcement Service
Treatment Address in Contact Center Manager Administration.
The default CSpace Service URI is the CSpace Service Treatment Address
in Contact Center Manager Administration.
A CCMA global setting identifies what form of basic Load Balancing

mechanism is to be used by Contact Center Manager Server when choosing a
MAS to perform a treatment service. You can select either Round Robin or
Linear.

The Rank arrows identify MAS relative priority for Linear settings (and for
initial Round Robin selection after restart).
With Linear selection, all treatment requests are directed to the same Media
server until capacity is reached. SIP Contact Center monitors available capacity
for each call, and port usage is compared against the maximum capacity for the
Media server. The maximum capacity is hard-coded, based on the Media server
type parameter. For third party media servers, where the capacity is not known,
SIP SP continues to request treatment invocations until an appropriate error
response is received from the Media server, indicating that the capacity is
exceeded.
With Round Robin selection, treatment requests are balanced across all Media
Application Servers.
You can also configure your own treatment service URLs (for example,
myService) and associate them with any of the MAS or third party media
services configured. The Treatment Address parameter, in all cases, is a string.
Any Media Service can be associated with the Proxy Address instead of to a list
of statically provisioned Media Services, which effectively hands off control of
resolving where the Media server is to the Proxy server. Enable this by checking
the Use Proxy Server checkbox on a service by service basis.


Chapter 7
Redundancy and resiliency strategy
In this chapter
Overview 96

Redundancy and resiliency strategy Standard 3.0
Overview
The following chapter highlights the redundancy and resiliency support

possibilities for SIP Contact Center.
Standby Server
This feature is not supported by SIP Contact Center.
Replication Server feature

SIP does not support the Replication server feature in the first product release.
CCT resiliency and fallback

As CCT is an inherent part of the SIP Contact Center Desktop, reference the
applicable Contact Center 6.0 Feature Specification for CCT fallback and
resiliency capabilities.
MCS Personal Agent usage

The existing Personal Agent routing engine requires no changes for the SIP
Contact Center. By default, SIP Contact Center routepoints (or CDNs) are
configured as subscribers on the MCS. The system administrator can access and
configure Call Presentation routing rules on the MCS Personal Agent. The
following diagrams show excerpts of the Personal Agent configuration utility on
the MCS 5100. Personal Agent offers the ability to:
Route the call to a tiered set of endpoints (ring this list first, ring this list
second, and so on).
In the case of the SIP Contact Center, the first entry contacted for
Sales@cc.nortel.com is the primary SIP Contact Center.
If there is a failure at the primary SIP Contact Center server, a second SIP
Contact Center server (for example, a failover address) can be configured
as the second entry in the try list. In this case, the agents must be load

February 2007 Redundancy and resiliency strategy
balanced across both servers (agents must target logon to the primary or
secondary server with no autologon capability from primary to second).
If a continual failure exists, the call is subsequently routed to:
an ACD CDN (1800 555) on the CS 1000
a list of agents (that all ring simultaneously). These agents do not

receive any of the call presentation or screen pop information on the
Contact Center Agent Desktop for this call). When an agent picks up, all
other agent alerts cancel. There is no reporting available for this call.
a failure announcement
route to any DN or alternative SIP address
The Personal Agent permits pushing of IMs and Web pages at each failure point,
allowing potential feedback to the customer at the same time as an ongoing
Ringback.
Fallback ACD
Automatic call distribution (ACD) features on the switch are not supported.
Therefore, options to default a call seamlessly to the switch do not exist. If
agents have a dual desktop (supporting SIP Contact Center and separately
traditional M1 Voice Contact Center) or if SIP Contact Center is deployed on a
CS 1000/MCS 5100 Converged System that also supports the traditional
AML-based SIP Contact Center, it is possible to redirect calls directed for the
SIP Contact Center back to a CS 1000 CDN through the Personal Agent Call
Routing Configuration (or to any network accessible CDN).


February 2007 Redundancy and resiliency strategy

Media server redundancy

As the intention at the SIP Contact Center is to support load-balanced media
servers, there is a basic (hard-coded) redundancy mechanism where a failed
response from a media server causes the next logical media server capable of
handling the request to be tried. If this fails, the treatment itself fails.

Appendix A
SIP basics
In this chapter
Sip functions 102
SIP infrastructure 104

SIP basics Standard 3.0
Sip functions
This section provides a basic reference for SIP. For a more complete overview,
see the following Web site:
www.sipcenter.com
SIP is the core protocol in the MCS architecture.
SIP is the Session Initiation Protocol (an IETF standard). RFC3261 is core
protocol definition. SIP is based on HTTP (Request/Response type protocol).
Key strengths of SIP include:
ease of implementation (won the H.23 versus SIP battle)
openness (can be used to transport many data types)
extensibility (ability to support customized-message header definitions
while still remaining within the SIP Interface Standard Guidelines)
SIP strength in the mobile community and a core part of Microsoft’s
desktop communication solution (with Microsoft .RTC and the evolution of
Microsoft Windows Messenger).
SIP supports five facets of establishing and terminating multimedia calls:

user location (SIP core)
user capabilities (such as SDP)
user availability (SIP Presence Extensions)
call setup (SIP and SDP)
call handling (SIP plus application-specific implementations)
SIP methods
The basic SIP methods include:
INVITE—initiate call
ACK—confirm final response
BYE—terminate call

February 2007 SIP basics
CANCEL—cancel searches and ringing (that is, cancel a pending request)

OPTIONS—feature supported by either side
REGISTER—register current location
Extended SIP methods

Extended SIP request methods include:
REFER—refer endpoint to a new endpoint (transfer, conference)
SUBSCRIBE—subscribe for data or status updates (presence)
NOTIFY—return completion status
PUBLISH—define current presence state
MESSAGE—Instant Messaging
SIP responses
SIP responses (HTTP-based) include:
1xx—searching, ringing, queuing, and so on
2xx—success
3xx—forwarding
4xx—client mistakes
5xx—server failures
6xx—busy, refuse, not available anywhere

SIP infrastructure
The standard SIP infrastructure (as identified by RFC3261) consists of the

following.
SIP User Agents

SIP User Agents (UA) are endpoints. For Contact Center application, UAs can
be considered as intelligent stateful entities, consisting of a SIP User Agent
Client (UAC), and SIP Server (UAS). SIP endpoints can terminate or originate
SIP sessions, which can contain user-to-user information (for example, Instant
Messaging) or negotiation messaging to set up other parallel information
streams or redirect these streams to other entities through the SIP
session-negotiation information (SDP).
SIP endpoint types for this architecture include:

SIP clients (the Contact Center Agent Interface)
SIP Media server (the media treatment response entity)
SIP Contact Center (as a subset of other functions, see BBUA)
SIP BBUA
A SIP back-to-back user agent (BBUA) is two independent SIP UAs, which are
bridged by an application. SIP sessions terminating on the incoming UA are
passed to the application for modification and next step decision-tree analysis.
Subsequently, a new SIP session can be originated on the outgoing UA, which is
twinned with the incoming UA for the duration of the call.
SIP Contact Center uses the BBUA architecture; the Contact Center is the
application. Another example of BBUA operations is the Click-to-Call
operation.

SIP Registrar
The SIP Registrar is the entity to which the SIP endpoints send REGISTER
messages to identify their current location in the IP network. Generally, the SIP
Registrar stores data in the location server (or is one and the same as the location
server). A further requirement of the SIP Registrar is to provide authentication
services for the SIP user (confirms user is configured and validates user
password). Various authentication services are common, including HTTP Digest
(RFC2069 and RFC2617).
MCS is a combination Proxy, Registrar, and Redirect service.
The following is from RFC3261, section 10.2, Constructing the REGISTER

request:
REGISTER requests can add, remove, and query bindings. A REGISTER

request can add a new binding between an address-of-record and one or more
contact addresses. Registration on behalf of a particular address-of-record can be
performed by a suitably authorized third party. A client can also remove
previous bindings or query to determine which bindings are currently in place
for an address-of-record.
SIP Location server

The following is from RFC3261, section 4:
The location service is just an abstract concept. It generally contains information

that lets a proxy input a URI and receive a set of zero or more URIs that tell the
proxy where to send the request. Registrations are one way to create this
information, but not the only way. Arbitrary mapping functions can be
configured at the discretion of the administrator.
An endpoint can locate the SIP Registrar by using a specific statically

configured IP address, DNS lookup to a named Registrar, or the SIP Multicast
Address.
MCS uses statically configured IP addresses on the PC client (hence, a Unicast

Registration).
The SIP Contact Center solution statically configures the address of the
Registrar using Server Config.

SIP Proxy/Redirect server

The SIP Proxy/Redirect server provides redirect or forwarding services for SIP
sessions. If entity A wants to initiate a session with entity B, it can use SIP
proxies to resolve the location of the endpoint and move the request closer to
entity B until such time as the proxy nearest entity B presents the session
directly to it.
MCS and the CS 1000 NRS are both proxy servers.
There are two types of proxy servers:

Redirect—The NRS uses this mode, which resolves the next hop location
and redirects the requester to this location, subsequently dropping out of the
session completely.
Stateful—The MCS uses this mode, staying in the end-to-end SIP signaling
path until the end of the call.
SIP Presence server

A SIP Presence server accepts SIP PUBLISH sessions from end points that
announce their current state (Busy, Away from Desk, On the Phone). SIP
Presence is an application of SIP and is not part of the core RFC3261 protocol.
Alternate SIP drafts are attempting to drive the SIP Presence application to
standards (for example, the SIMPLE (SIP Instant Messaging and Presence
Leveraging Extensions) IETF drafts).
SIP Media server

The SIP Media server is not defined as part of the RFC3261 standard, but is a
generally accepted standard SIP endpoint. The Media server solution set for SIP
Contact Center includes:
Nortel MAS
Nortel Emerson
Nortel MPSxxx range

The Media server provides media services for the contact center application
(such as RAN, Music). Using this protocol, all media services resolve to SIP
URI addresses (for example, RanAnnouncement@mediaserver1.com)
Additional parameters can be passed as part of the SIP URI.
The Nortel SIP Contact Center architecture communicates directly to a pool of

statically configured Media servers.
The MCS MAS bases its SIP Media Service invocation protocol on the
following draft standard:
Basic Network Media Services with SIP
Author Eric Burger, Jeff Van Dyke, Andy Spitzer
Organization IETF
State Unknown
Date 2003-03-05
Size 50 815 bytes

Abstract In SIP-based networks, there is a need to provide basic
network media services. Such services include network
announcements, user interaction, and conferencing services.
These services are basic building blocks (also known as Media
servers) and application developers. One needs to be able to
locate and invoke such services in a well-defined manner. This
document describes a mechanism for providing an
interoperable protocol interface between Application servers,
which provide application services to SIP-based networks, and
Media servers, which provide the basic media-processing
building blocks.


Appendix B
SIP CTI
In this chapter
Overview 110
SIP CTI support (TR87) 111
SIP CTI control 112
CS 1000 TR87 feature support 114

SIP CTI Standard 3.0
Overview
Generally, there are two types of computer telephony integration (CTI):

1st Party Control—where the controlling application sits at the same
hierarchical level as the user interface and effectively talks directly to the
telephony device
3rd Party Control—such as MLS applications, which issue requests to an
intermediate proxy (the CS 1000 or DMS) to have the telephony endpoints
complete request operations
SIP significantly blurs the lines for CTI. In effect, the SIP protocol is a CTI
transport, mandating that all CTI applications operate in first party mode (as SIP
UAs). However, this does create some significant limitations within a contact
center environment. For example:
Within RFC3261, there is no provision for SIP messaging, which allows
SIP application A to control the actions of SIP endpoint B. Application A
can offer and receive calls to endpoint B and, by acting as a proxy, can
effectively gather a critical mass of information with respect to the state of
B. Application A can prevent B from making or accepting calls and can
also perform CTI, like applications such as Click-to-Call. However, SIP
application A cannot issue a command over SIP to have B force-answer a
call.
A centralized server interface for third party CTI (such as Siebel
integration) becomes extremely challenging. The server must create a non-
SIP transport link to the user side of every SIP client it wants to control.
Given the lack of IETF progress on the issue, an emerging SIP CTI third-party
protocol has been defined by the ECMA community. The Technical
Recommendation TR87 provides details of what the protocol is intended to
support. SIP Contact Center does not support all of the available profiles. One of
the biggest drivers for support of TR87 on SIP-enabled call servers is Microsoft
Office Communicator application integration, the Nortel Converged Office
feature.

February 2007 SIP CTI
SIP CTI support (TR87)
A new function for the Contact Center Manager Server in the SIP Contact
Center solution is its operations as a TR87 SIP CTI Service Provider.
Commands originating from the Communication Control Toolkit for agent
functions (such as Make Call or Answer Call) are converted to TR87 commands
and transported over SIP to the target TR87 device termination. See SIP CTI
control for detailed information about TR87 support and configuration.
At startup, the SIP-enabled Contact Center Manager Server sends SIP invites to
applicable TR87 terminals to start monitoring. In the case of CS 1000/
MCS 5100 integration, the invite is proxied through MCS to the relevant
CS 1000 Signaling server. The Signaling server or Call server interface converts
TR87 requests to UNIStim (or otherwise) set requests to the relevant terminal.

SIP CTI control
The following diagram shows the TR87 message sequence for monitor and
control of an agent desktop.
1. Contact Center Manager Server sends an INVITE, transporting TR87

<RequestSystemStatus> service request to the MCS proxy. The INVITE
request URI and To: header address the DN of the Converged Desktop set.
2. MCS forwards the INVITE to the CS 1000.
3. The CS 1000 responds with a 200 OK, transporting the TR87
<RequestSystemStatus Response> message.
4. MCS forwards the 200 OK to Contact Center Manager Server.
5. Contact Center Manager Server responds with ACK.

6. MCS forwards the ACK to the CS 1000. The dialog is established and
subsequent TR87 messages can be transported in SIP INFO messages over
this dialog.
7. Contact Center Manager Server sends a TR87 <GetCSTAFeatures> in a
SIP INFO to MCS to request the CSTA feature set supported by CS 1000.
8. MCS forwards the INFO to the CS 1000.
9. The CS 1000 responds with its supported CSTA feature set in a TR87
<GetCSTAFeaturesResponse> message.
11. Contact Center Manager Server initiates monitoring of the Converged
Desktop set by sending a TR87 <MonitorStart> service request.
12. MCS forwards the INFO to the CS 1000.
13. The CS 1000 responds with a TR87 <MonitorStartResponse>.

CS 1000 TR87 feature support
Reproduced from CS 1000 Microsoft Multimedia Convergence Feature

Specification, the following table explicitly identifies the TR87 feature support
available on the CS 1000.



Index
A Local SIP Subscriber 35

MCS 5100 45
ACD DN configuration 69 NRS 44
agent configuration 60 PC Client 63
Agent Desktop routepoints 36, 39
requirements 51 supervisors 61
agent to supervisor configuration 61 user desktop properties 74
alias 38 users 74
AML 21 Virtual Office 85
AML link configuration 67 configuring agents 60
Announcement Service for RAN 89 Contact Center Agent Desktop 23, 53
Announcement Service URI 92 contact center domains
Applications Meridian Link 21 configuring 32
Automatic call distribution 21 Contact Center Manager Server 53
Converged Desktop 54
PC Client 56
B PC client configuration 63
restrictions 58
building blocks 19 set 55
user configuration items 71
Converged Desktop II 21
C infrastructure 52
Converged Office 22
CCMA Conversation Space Service 89
configuring CDNs 39 creating
CCT 22 CDNs 33
CD2 21 Class of Service 73
CDN gateway 72
configuring 36, 39, 69 gateway routes 72
CDN Subscriber Local SIP Subscriber 35
creating 37 MCS 5100 CDN Subscriber 37
CDP dialing 42 routepoints 33
Class of Service 73 service package 33
Communication Control Toolkit 22, 53 telephony route lists 73
configuration 62 trunk groups 72
Communication Server 1000 20 creating telephony routes 73
configuring CS 1000 20, 54
agent to supervisor association 61 Converged Desktop configuration 66
CDNs 36, 39 TR87 feature support 114
Communication 62 CSpace Service URI 92
contact center domains 32
Converged Desktop users on CS 1000 66

Index Standard 3.0
D M
D-channel MAS 23
configuration items 63 MAS configuration 91
Dialing Plan translation verification tool 47 addition of the media server in CCMA 91
Distance Steering Code 42 association of Media Services with the MAS
domains 28 pool 92
configuring 32 MCP System Management Console 29
MCS 5100 20
alias 45
E CDN Subscriber 37
configuring Personal Agent options 75
extended SIP methods 103 Dialing Plan translation verification tool 47
functions 26
MCS 5100 aliases 38
F MCS 5100 Proxy/Registrar 54
MCS configuration steps 71
fallback ACD 97 MCS Personal Agent 29, 96
MCS Provisioning Client 29
Media Application Server 23
G Media server
redundancy 100
gateway 72
Media servers 88
gateway route 72
Multimedia 20
Multimedia Treatments Services 89
H
help N
from Nortel 15
Nortel Converged Desktop 21
Nortel Converged Desktop II 21
Nortel Converged Office 22
I Nortel help 15
IVR Service 89 NRS
configuring 44
L P
Linear selection 93
link-down 27 PC Client configuration 63
Local SIP Subscriber 26 PCA configuration 70
configuring 35 personal agent routes 75
Location Code 43 Provisioning Client 29

February 2007 Index
R T
required switches 24 telephony route list 73
Round Robin selection 93 telephony routes 73
Route configuration 64 TR87 22
routepoints control 58
configuring 36, 39 feature support 114
Treatments Service 89
trunk configuration
S configuring CS 1000 SIP trunk 63
trunk group 72
Service DN configuration 69 Trunk Unit configuration 66
service package 33
services
Announcement Service for RAN 89
Conversation Space Service 89
U
IVR Service 89 UDP dialing 43
Multimedia Treatments Services 89
Treatments Service 89
SIP BBUA 104
SIP Contact Center 20
V
Agent Desktop requirements 51 VAS configuration 67, 68
building blocks 19 Virtual Office
configure as an MCS 5100 node 30 configuring 85
core components 18 logging off 86
SIP CTI 22, 26 logging on 86
1st Party Control 110 vXML Service URI 92
3rd Party Control 110
TR87 control 58
SIP domains 28
SIP Location server 105
SIP Media server 106
SIP methods 102
extended 103
SIP Presence server 106
SIP Proxy 54
SIP Proxy server 106
SIP Registrar 105
SIP responses 103
SIP User Agents 104
Super Loop
configuration 66
supervisor configuration 61
switch support 24

Index Standard 3.0

Reader Response Form
Nortel Contact Center Manager Product release 6.0
297-2183-962
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Please return your comments by fax to 353-91-756050, or mail your comments to
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Copyright © 2007 Nortel Networks. All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Contact Center
Manager 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.
Publication number: 297-2183-962

Product release: 6.0
Document release: Standard 3.0
Date: February 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.

SIP Contact Center Switch Guide

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297-2183-962

Nortel Contact Center Manager

Product release 6.0 Standard 3.0 February 2007

Publication number: 297-2183-962

Copyright © 2007 Nortel Networks. All Rights Reserved.

2 SIP Contact Center switch integration 17

3 MCS 5100 configuration for SIP Contact Center 25

4 Agent and Converged Desktop configuration 49

5 Hot desking—Virtual Office support 83

SIP Contact Center Switch Guide v

6 Media processing services 87

7 Redundancy and resiliency strategy 95

A SIP basics 101

B SIP CTI 109

vi Contact Center Manager

SIP Contact Center Switch Guide 7

New in this release

SIP Contact Center

Contact Center Manager Administration enhancements

8 Contact Center Manager

Configuring CDNs and PCAs

SIP Contact Center Switch Guide 9

This document provides details about the necessary infrastructure configuration

10 Contact Center Manager

Skills you need

Nortel product knowledge

SIP Contact Center Switch Guide 11

Other experience or knowledge

12 Contact Center Manager

Planning and Contact Center Planning and 297-2183-934

Required installation Contact Center Installer’s Roadmap 297-2183-226

Installation, upgrades, Contact Center Manager Server 297-2183-925

Contact Center Manager Server 297-2183-219

Contact Center Manager 297-2183-926

Communication Control Toolkit 297-2183-946

Contact Center Multimedia 297-2183-929

SIP Contact Center Switch Guide 13

Nortel Media Application Server 297-2183-227

CS 1000/MCS 5100 CS 1000 to MCS 5100 Converged 553-3001-521

Converged Office Nortel Converged Office 553-3001-025

MCS Provisioning Provisioning Client User Guide NN10043-113

Prerequisites and MCS 5100 Multimedia PC Client NN42020-102

14 Contact Center Manager

How to get help

Finding the latest updates on the Nortel Web site

Link to Takes you directly to

Latest software the Nortel page for Contact Center located at

Latest documentation the Nortel page for Contact Center documentation

Getting help from the Nortel Web site

SIP Contact Center Switch Guide 15

Getting help over the phone from a Nortel Solutions Center

In North America, call 1-800-4NORTEL (1-800-466-7835).

Getting help from a specialist by using an Express Routing Code

Getting help through a Nortel distributor or reseller

16 Contact Center Manager

SIP Contact Center switch integration

SIP Contact Center Switch Guide 17

Nortel SIP Contact Center core components

18 Contact Center Manager

SIP Contact Center Switch Guide 19

SIP Contact Center—component features,

SIP Contact Center

Multimedia Communication Server (MCS) 5100

creation of the Local SIP Subscriber