OSCCE System Management Guide

OpenScape Contact Center Enterprise V9
System Management Guide

Service Documentation
A31003-S2290-S100-02-7620
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Contents
Contents
1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1 Who should use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.2 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
1.3 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
2 Configuring a wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2.1 Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2.2 Configuring the IP connection for a wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
3 Configuring the corporate e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.1 Corporate e-mail server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.2 Planning the Microsoft Office 365 deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.3 Planning the Microsoft Exchange deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3.3.1 Specifying custom headers (Microsoft Exchange Server 2007, 2010, and 2013 only) . . . . . . . . . . . . 14
3.4 Planning the IBM Lotus Domino deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3.4.1 Compacting the database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
3.5 Setting up a secure connection for an e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
3.6 Using authentication on an e-mail server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.7 Supporting the e-mail reports feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
4 Configuring the corporate Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.1 System requirements for using Web components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.1.1 Corporate Web server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.1.2 Web browser requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.2 Configuring Web components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
4.2.1 Configuring an IIS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
4.2.1.1 Configuring the Web component files on an IIS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
4.2.1.2 Testing Web collaboration on an IIS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
4.2.1.3 Testing Web callback on an IIS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
4.2.1.4 Testing VoiceXML integration on an IIS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
4.2.2 Configuring a Tomcat server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
4.2.2.1 Configuring the .war file on a Tomcat server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
4.2.2.2 Testing Web collaboration on a Tomcat server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
4.2.2.3 Testing Web callback on a Tomcat server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
4.2.2.4 Testing VoiceXML integration on a Tomcat server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
4.2.3 Configuring a Sun Java System Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
4.2.3.1 Configuring the .war file on a Sun Java System Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
4.2.3.2 Testing Web collaboration on a Sun Java System Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . 30
4.2.3.3 Testing Web callback on a Sun Java System Web Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
4.3 Setting up a secure connection for a Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
4.3.1 Enabling TLS on an IIS server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
4.3.2 Enabling TLS on a Tomcat or Sun Java server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
4.4 Localizing and customizing Web components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
4.4.1 Localizing Web components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
4.4.2 Customizing Web components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
4.5 Troubleshooting Web collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
4.5.1 Web server configuration issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
4.5.2 General connection issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
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Contents
4.6 Web callback error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

5 Configuring the presence integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
5.1 Configuring an OpenScape UC Application user account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
5.2 Configuring the external LDAP directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
6 Maintaining the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
6.1 Shutting down a server machine for system maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
6.2 Changing the OpenScape Contact Center and Informix passwords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
6.3 Backing up the database. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
6.3.1 Scheduling a database backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
6.3.2 Backing up the database using the ontape utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
6.3.2.1 Backing up the database to a local tape drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
6.3.2.2 Backing up the database to a local or network drive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
6.3.3 Restoring the database using the ontape utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
6.3.4 Restoring a zero level backup made using ontape utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
6.3.5 Backing up the database using the onbar utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
6.3.6 Restoring the database using the onbar utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
6.4 SNMP support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
6.4.1 OpenScape Contact Center SNMP extension agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
6.4.2 OpenScape CAP Fault Management software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
7 Managing a central reporting environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
7.1 Managing replication for central reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
7.1.1 About the replication buffer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
7.1.2 Suspending replication for central reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
7.1.2.1 Resuming central reporting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
7.1.3 Shutting down all replication for central reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
7.1.3.1 Restarting central reporting replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
7.2 Synchronizing the reporting data for central reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
7.3 Troubleshooting the replication configuration for central reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
7.4 Replacing a main server machine for central reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
7.4.1 Reconfiguring the replication settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
8 Managing a high availability (warm standby) environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
8.1 Managing replication for high availability (warm standby). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
8.1.1 Suspending high availability (warm standby) replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
8.1.1.1 Resuming high availability (warm standby) replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
8.1.2 Suspending central reporting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
8.1.2.1 Resuming central reporting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
8.1.3 Stopping high availability (warm standby) replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
8.1.3.1 Restarting high availability (warm standby) replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
8.1.4 Stopping central reporting replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
8.1.4.1 Restarting central reporting replication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
8.1.5 Shutting down all replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
8.1.5.1 Restarting all replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
8.2 Synchronizing the data between the primary and backup server machines . . . . . . . . . . . . . . . . . . . . . . . . 81
8.3 Synchronizing the administration data between the primary and central reporting server machines . . . . . 82
8.4 Synchronizing the reporting data for high availability (warm standby) with central reporting . . . . . . . . . . . 84
8.5 Troubleshooting the replication configuration for high availability (warm standby) . . . . . . . . . . . . . . . . . . . 86
8.6 Restoring the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
8.6.1 Restoring the database on the server machine that is in standby mode . . . . . . . . . . . . . . . . . . . . . . . 87
8.6.2 Restoring the database on the central reporting server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
8.6.3 Restoring the database on more than one server machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
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Contents
8.7 Forcing a single server machine into service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

8.8 Replacing a server machine in the cluster . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
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Contents
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sysabout.fm
About this guide
Who should use this guide
1 About this guide

This guide describes how to configure third-party hardware, such as wallboards,
corporate e-mail servers, and corporate Web servers, to integrate with the
OpenScape Contact Center Enterprise V9 system. It also describes how to
perform ongoing maintenance of the OpenScape Contact Center Enterprise V9
system, including backing up and restoring the database.
1.1 Who should use this guide

This guide is intended for users within the organization who are responsible for
managing, monitoring, and maintaining the health of the OpenScape Contact
Center Enterprise V9 system.
1.2 Formatting conventions

The following formatting conventions are used in this guide:
Bold
This font identifies OpenScape Contact Center Enterprise V9 components,
window and dialog box titles, and item names.
Italic
This font identifies references to related documentation.
Monospace Font
This font distinguishes text that you should type, or that the computer displays in
a message.
NOTE: Notes emphasize information that is useful but not essential, such as tips
or alternative methods for performing a task.
IMPORTANT: Important notes draw special attention to actions that could

adversely affect the operation of the application or result in a loss of data.
A31003-S2290-S100-02-7620, 07/2016
OpenScape Contact Center Enterprise V9 System Management Guide 7
sysabout.fm
About this guide
Documentation feedback
1.3 Documentation feedback

To report an issue with this document, call the Customer Support Center.
When you call, be sure to include the following information. This will help identify
which document you are having issues with.
• Title: System Management Guide
• Order Number: A31003-S2290-S100-02-7620
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8 OpenScape Contact Center Enterprise V9 System Management Guide
syswallboards.fm
Configuring a wallboard
Before you begin
2 Configuring a wallboard
This chapter describes how to configure a wallboard. A wallboard is an electronic
message board that displays a scrolling view of real-time statistical data and
general system information about the contact center to several users at once. The
OpenScape Contact Center system supports Spectrum IP Wallboards, version
4200 R, as well as custom wallboards that adhere to the EZ Key II protocol.
IMPORTANT: Only properly trained personnel should configure a wallboard.

Attempts to configure a wallboard by personnel who are not properly trained may
adversely affect the operation of the OpenScape Contact Center system.
2.1 Before you begin

Before you can install and configure the wallboard, you must do the following:
• If you have a Spectrum Serial Wallboard, you must obtain a serial-to-IP

conversion kit (NIU in North America and UDS100 in the International
Market).
• Obtain a static IP address for the wallboard.
• Ensure that you have the supported firmware versions that are compliant with
the OpenScape Contact Center system.
2.2 Configuring the IP connection for a wallboard

This procedure describes how to configure the IP connection for a wallboard. It
assumes that you have already installed the Lantronix Device Server
Configuration Utility 2.0 software for the wallboard on the OpenScape Contact
Center main server machine.
IMPORTANT: Only basic configuration steps are provided. For detailed

instructions and precautions, refer to the vendor’s documentation.
To configure the IP connection for a wallboard:

1. Connect the wallboard to the Local Area Network (LAN).
2. Start the Lantronix Device Server Configuration Utility application.
3. On the File menu, click Search Network.
A31003-S2290-S100-02-7620, 07/2016
syswallboards.fm
Configuring a wallboard
Configuring the IP connection for a wallboard
4. To search the network for an existing wallboard, do the following:
a) Click Start Search.
b) When the wallboard devices have been successfully located on the

network, click Save.
c) When the system informs you that the devices have been saved, click
OK.
d) Click Back.
5. Select the IP address of the wallboard you want to configure.
6. On the Tools menu, click Device Manager.
7. Click Web Configuration.
8. Click OK. This launches the Lantronix Web-Manager.
9. Under Dedicated Connection, type the wallboard's port number in the Local
Port box, and then click Update Settings.
NOTE: To configure a new board that does not already have an IP address, on
the Tools menu, click Assign IP Address. Locate the hardware or Ethernet
address on the back of the wallboard, and then type it in the provided field. Assign
the wallboard an IP address, and then click Set IP Address.
A31003-S2290-S100-02-7620, 07/2016
sysemail.fm
Configuring the corporate e-mail server
Corporate e-mail server requirements
3 Configuring the corporate e-mail server

This chapter describes how to configure the corporate e-mail server to support
the OpenScape Contact Center e-mail feature and the e-mailing of reports.
E-mail messages sent by customers are routed through the corporate e-mail
server to the OpenScape Contact Center E-mail Server. All e-mail messages are
stored in a single mailbox on the corporate e-mail server.
The OpenScape Contact Center E-mail Server and the corporate e-mail server
communicate using the IMAP4 protocol. The OpenScape Contact Center client
applications and the corporate e-mail server also use the IMAP4 protocol to
retrieve and process e-mail messages. Message attachments are retrieved using
separate IMAP4 and MIME functions. Reply e-mail messages are sent to
customers from the E-mail Server using an SMTP interface.
3.1 Corporate e-mail server requirements

The following e-mail servers have been tested in conjunction with the OpenScape
Contact Center system:
• Microsoft Office 365
• Microsoft Exchange Server 2007, 2010, and 2013
• IBM Lotus Domino 8.0, 8.5 and 9
For more information on these servers, refer to the manufacturer’s

documentation.
NOTE: We recommend that you safeguard the content on the corporate e-mail
server to reduce the possibility of e-mail messages being inadvertently deleted.
Ensure that the corporate e-mail server is configured as follows:
• Client access licenses – Ensure that you have sufficient client access
licenses. Each user that is able to access the OpenScape Contact Center
E-mail Server requires a client access license.
• Custom headers – The OpenScape Contact Center e-mail functionality uses

custom headers, so you must ensure that the corporate e-mail server does
not filter or remove custom headers from e-mail messages.
• IMAP sessions - One IMAP session is required for each day that has active
messages associated with it. Each user requires an IMAP session when
sending an email message or retrieving the contents of an email message.
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Planning the Microsoft Office 365 deployment
• Simultaneous connections – Ensure that the OpenScape Contact Center

e-mail account has been configured with a sufficient number of connections
to support the number of users who will be accessing the account
simultaneously.
• Spam filtering and e-mail address blocking – This stops unwanted e-mail
messages from being routed to users.
• Virus checking software – Incoming e-mail messages and attachments

from the corporate e-mail server must be checked for viruses.
3.2 Planning the Microsoft Office 365 deployment

You must carefully plan the Microsoft Office 365 deployment. When configuring
the message retention period in the OpenScape Contact Center E-mail Server,
be sure to take the Microsoft Office 365 database availability into consideration.
For more information on this and other tasks described in this section, the
contract to Microsoft Office 365 must be evaluated.
You must configure the following:
• User accounts - Create a new user account to be used by the OpenScape

Contact Center E-mail Server. You must specify a password for the new user
account.
• Throttling policy - Microsoft Office 365 has a throttling policy that limits the
SMTP message rate to a maximum of 30 messages / minute. In order to
comply with this limitation the OSCC parameter Message Rate Limit in E-mail
Settings must be set to 30 (or less).
• IMAP Sessions - Microsoft Office 365 limits the number of active IMAP
sessions to 20 sessions per account. In order to operate according to this
limitation the OSCC parameter Maximum IMAP Sessions in E-mail Settings
must be set to 20.
3.3 Planning the Microsoft Exchange deployment

You must carefully plan the Microsoft Exchange deployment. When configuring
the message retention period in the OpenScape Contact Center E-mail Server,
be sure to take the Microsoft Exchange database size into consideration. For
more information on this and other tasks described in this section, see the
Microsoft Exchange documentation.
IMPORTANT: The Microsoft Exchange configuration should only be completed

by a trained Microsoft Exchange Administrator.
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Planning the Microsoft Exchange deployment
You must configure the following:
• User accounts – Create a new user account to be used by the OpenScape

Contact Center E-mail Server. You must specify a password for the new user
account.
• Aliases (optional) – If required, configure additional SMTP e-mail addresses

to be used as aliases for the new user account.
If you want to present multiple contact e-mail addresses to your customers,
you need to configure an alias for each additional e-mail address that points
to the new user account. Creating an alias ensures that e-mail messages sent
to the corporate e-mail server are routed to the OpenScape Contact Center
E-mail Server mailbox for agent handling. For more information, see the
Manager Help.
Since Microsoft Exchange Server 2007 converts aliases to the main user
account address for both internally and externally originating messages, you
must configure an Exchange mailbox for each alias you want to use, and
have the mailbox forward messages to the main user account. This is
particularly important in a multitenant environment where it ensures that if a
customer sends an e-mail message to an alias, such as
sales@company1.com, it is routed to the appropriate business unit.It also
ensures that the incoming e-mail address is not converted to the main
account address on reply.
• Throttling policy (Microsoft Exchange Server 2013) – When using

Microsoft Exchange Server 2013, the ImapMaxBurst and ImapRechargeRate
values in the throttling policy can adversely impact the e-mail throughput of
the OpenScape Contact Center email account. To reach maximum
throughput, we recommend that you create a specific throttling policy for the
OpenScape Contact Center email account and set the ImapMaxBurst and
ImapRechargeRate values to 8000000 or higher.
• Shadow redundancy (Microsoft Exchange Server 2013) – When using

Microsoft Exchange Server 2013, the Shadow Redundancy feature in the
transport configuration settings can adversely impact the e-mail throughput of
the OpenScape Contact Center email account. To reach maximum
throughput, we recommend that you set the ShadowRedundancyEnabled
flag to false.
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Planning the Microsoft Exchange deployment
3.3.1 Specifying custom headers (Microsoft

Exchange Server 2007, 2010, and 2013 only)
In Microsoft Exchange Server 2007, 2010, and 2013, custom headers that are
required by the OpenScape Contact Center e-mail functionality might not be
available through the Microsoft Exchange IMAP interface. If you want to use
Microsoft Exchange Server 2007, 2010, or 2013 as your corporate IMAP e-mail
server, you must run a utility program (osccmseheaders.exe) which sends a
special e-mail message using the Microsoft Exchange SMTP interface. After the
special e-mail message has been sent, the required custom headers will be
available via the Microsoft Exchange IMAP interface.
Before you run the utility program, you must do the following:
• Configure Microsoft Exchange Server to support authenticated SMTP. The

utility uses an authenticated SMTP session to specify the custom headers. If
required, you can turn off authenticated SMTP after the utility has been
successfully run.
• If you are using Microsoft Exchange Server 2007 SP2 or later, run the
following command from the Exchange Management Shell on the Microsoft
Exchange Server machine:
Set-TransportConfig -HeaderPromotionModeSetting MayCreate
If required, you can return to the previous value of the
HeaderPromotionModeSetting property after running the utility.
To specify custom headers:

1. On the main server machine, browse to the folder where the OpenScape
Contact Center software is installed, and then double-click
osccmseheaders.exe. A command prompt window opens.
2. Press ENTER to continue.
3. At the From address prompt, type the e-mail address that you want to use
as the From address to send the special e-mail message, and then press
ENTER. This must be the e-mail address associated with the user account
that is used to authenticate with Microsoft Exchange Server, such as the
default OSCCEmail account.
4. At the To address prompt, type the e-mail address to which you want to send
the special e-mail message, and then press ENTER. This should be a known
e-mail address on the Microsoft Exchange Server.
5. At the Subject prompt, type a subject for the special e-mail message, and
then press ENTER.
6. At the SMTP server host name prompt, type the host name of the Microsoft
Exchange Server machine, and then press ENTER.
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Planning the IBM Lotus Domino deployment
7. At the SMTP server port number prompt, type the port number that has
been configured for SMTP on the Microsoft Exchange Server machine, and
then press ENTER.
8. At the SMTP user name prompt, type the user name for the Microsoft
Exchange Server account that will be used to send the special e-mail
message, and then press ENTER. The account must be able to send an
e-mail message using the From address specified in step 3.
9. At the SMTP password prompt, type the password for the Microsoft
Exchange Server account that will be used to send the special e-mail
message, and then press ENTER.
3.4 Planning the IBM Lotus Domino deployment

For the OpenScape Contact Center system to use Lotus Domino, you must
configure one IMAP-capable mailbox where user e-mail messages will be
delivered. Ensure that you configure the Format preference for incoming mail
on the mailbox as Prefers MIME. For information on how to perform this and
other tasks described in this section, refer to the Lotus Domino documentation.
IMPORTANT: The Lotus Domino configuration should only be completed by a

trained Lotus Domino Administrator.
If you want to present multiple contact e-mail addresses to your customers, you
need to configure an alias for each additional e-mail address that points to the
IMAP-capable mailbox. Creating an alias ensures that e-mail messages sent to
the corporate e-mail server are routed to the OpenScape Contact Center E-mail
Server mailbox for user handling. For more information, see the Manager Help.
Refer to the Lotus Domino Administrator Help for information on:
• Security for configured aliases
• Configuring SMTP routing
IMPORTANT: Ensure that you enable immediate full text indexing on the
database that you create. If you do not enable immediate full text indexing, IMAP
searches will fail, and the performance of the OpenScape Contact Center E-mail
Server will be severely affected.
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Setting up a secure connection for an e-mail server
3.4.1 Compacting the database

When you compact the Lotus Domino database, the OpenScape Contact Center
E-mail Server identifies the corporate e-mail server as down because IMAP
access to the database is interrupted. The type of database compacting that you
implement affects how long the OpenScape Contact Center E-mail Server can
access the Lotus Domino database. We recommend that you select the In-place
compacting with space recovery only (-b flag) option. This is the fastest
method and only minimally impacts your system.
IMPORTANT: We strongly recommend that you compact the corporate e-mail

server database at the OpenScape Contact Center data maintenance time.
Performing this maintenance at any other time may adversely affect the
processing of e-mail messages within the OpenScape Contact Center system.
3.5 Setting up a secure connection for an e-mail server

To set up a secure (SSL) connection between the corporate e-mail server and the
OpenScape Contact Center E-mail Server, you must perform the following tasks:
• Install an SSL certificate and enable SSL security for the incoming (IMAP4)
and/or outgoing (SMTP) e-mail messages on the corporate e-mail server
machine. Follow the instructions provided by the manufacturer, or contact
your e-mail provider for assistance.
NOTE: Lotus Domino servers allow SSL-secured connections on a given

port even if the port is not configured to require the use of SSL. This does not
cause any operational issues. However, administrators should be aware that,
although OpenScape Contact Center is able to establish a secure connection
to the Domino server, this is not a reliable indication that the use of SSL will
be enforced for connections established by other e-mail clients. If you require
a secure Domino environment, you must check this carefully in the Domino
configuration.
• Enable SSL security for the corresponding IMAP server and/or SMTP server
in the Manager application. For details, see the Manager Help.
We recommend that you obtain the certificate from a recognized certification

authority, such as VeriSign, although self-signed certificates are also supported.
In either case, the certificate must be a trusted certificate.
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Using authentication on an e-mail server
3.6 Using authentication on an e-mail server

In the OpenScape Contact Center system, authentication is mandatory for the
IMAP server and optional for the SMTP server. The authentication settings
specified on the corporate e-mail server must match those specified in the
OpenScape Contact Center system.
To enable authentication in Microsoft Exchange:

• Select Basic Authentication.
• If you have SSL enabled, be sure to select the option to require encryption.
To enable authentication in IBM Lotus Domino:

• The OpenScape Contact Center system does not use client certificates, so
for the SSL Authentication options, ensure that Client certificate is set to No,
and Name & password is set to Yes.
3.7 Supporting the e-mail reports feature

To use the e-mail reports feature, the OpenScape Contact Center E-mail Server
must be able to send e-mail messages, by way of the corporate e-mail server,
using a From address that is different than the From address that the OpenScape
Contact Center E-mail Server uses to log on to the corporate e-mail server.
The intention is to allow the OpenScape Contact Center E-mail Server to send
e-mail messages on behalf of other SMTP e-mail accounts. For example, when
the OpenScape Contact Center E-mail Server is logged on to the corporate
e-mail server as "oscc@company.com" and an e-mail message is sent on behalf
of "manager@company.com", the expectation is that the recipient of the message
will see “From: manager@company.com”, and not “From: oscc@company.com
on behalf of manager@company.com".
When the corporate e-mail server is configured for SMTP authentication and
SMTP relaying is restricted, this functionality can be achieved as follows:
• Microsoft Exchange Server 2007, 2010, and 2013 – If you need to send
e-mail messages from e-mail addresses that are in the same domain, you can
give the OpenScape Contact Center E-mail Server account on the corporate
e-mail server full permission to each of the OpenScape Contact Center user’s
mailboxes via Active Directory. You must also create a new contact in the
Active Directory with the SMTP e-mail address OSCCEmail@company.com,
and then give the OpenScape Contact Center server machine's e-mail
account Send As permission for the new contact. For details, see the
Microsoft Exchange Server documentation.
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Supporting the e-mail reports feature
• Microsoft Exchange Server 2007, 2010, and 2013 only – If you need to
send e-mail messages from e-mail addresses that are outside the domain,
you can configure a custom Receive connector. For details on how to
configure a Receive connector, see the Microsoft Exchange Server
documentation.
• Lotus Domino 8.0 and 8.5 – The only requirement is that you must ensure
that the value of the SMTPVerifyAuthenticatedSender setting is 0. For details
on this setting, see the Lotus Domino documentation.
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Configuring the corporate Web server
System requirements for using Web components
4 Configuring the corporate Web server

This chapter describes how to configure the Web component files on the
corporate Web server machine to support the OpenScape Contact Center Web
collaboration, Web callback, and VoiceXML integration features. It also describes
how to set up a secure connection for the corporate Web server machine, localize
and customize the default files, and troubleshoot common issues.
IMPORTANT: Before upgrading the files on the corporate Web server machine,
copy any customized Web component files to a safe location so that you can
reapply them after the upgrade. Failure to do so will result in the loss of any
customized files as they are not retained as part of the upgrade process.
NOTE: When creating or customizing Web pages for use with the OpenScape
Contact Center Web features, ensure that you take precautions to minimize
potential security vulnerabilities.
4.1 System requirements for using Web components

For the Web component files to work properly, you must ensure that the corporate
Web server and the Web browser used to access the features, meet the
requirements provided in this section.
4.1.1 Corporate Web server requirements

The corporate Web server can use any of the following Web servers and
corresponding operating systems:
• Microsoft Internet Information Server (IIS) 8 and 8.5
• Apache Tomcat 6.0 on Red Hat Enterprise Linux 6 Server
• Apache Tomcat 7.0.63 on Red Hat Enterprise Linux 6 Server
4.1.2 Web browser requirements

The following Web browsers have been tested in conjunction with the
OpenScape Contact Center system:
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Configuring Web components
• Internet Explorer 6, 7, 8, and 9
• Firefox 10 and 11
For more information on these servers, refer to the manufacturer’s

documentation.
Ensure that the Web browser is configured as follows:
• Security setting for the Internet is set to medium or lower
• Javascript is enabled
• Popups are enabled (the popup blocker is turned off, or configured to always
allow popups from the Web site)
4.2 Configuring Web components

This section describes how to configure the Web components, depending on the
type of Web server installed.
NOTE: As a result of the Web Interaction Server configuration, you might have
to perform additional configuration of the Web components. For example, you
might need to set up a secure connection for a Web server, or customize the Web
components. For details, see Section 4.3, “Setting up a secure connection for a
Web server”, on page 32 and Section 4.4, “Localizing and customizing Web
components”, on page 34..
4.2.1 Configuring an IIS server

This section describes how to configure the Web components on an IIS server. If
you require information about installing and configuring the IIS server itself, refer
to the Windows documentation.
NOTE: OpenScape Contact Center uses a heartbeat mechanism to monitor the

connection between the corporate Web server and the Web Interaction Server.
There are several configurations on an IIS server, such as application pool
recycling, that can cause the OpenScape Contact Center ISAPI component to be
unloaded. If this happens, the System Monitor application will indicate that the
connection is down. To avoid this issue, change the configuration as described in
the Windows documentation.
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NOTE: When the IIS server is running on a 64-bit operating system, the IIS
server must be configured to run 32-bit Web applications because the
OpenScape Contact Center ISAPI DLL is 32-bit.
4.2.1.1 Configuring the Web component files on an IIS server
You must copy the Web component files from the OpenScape Contact Center
DVD to the corporate Web server machine and then update the files.
To configure the Web component files on an IIS server:

1. Create a folder on the corporate Web server machine to store the Web
component files. For example:
c:\HPPC
2. Insert the OpenScape Contact Center DVD into the DVD-ROM drive.
3. On the DVD, browse to the OpenScape Contact Center Web

Components\IIS folder.
4. Copy the HPPCEnterpriseWeb.zip file to the corporate Web server machine

and unzip the file to the location you created in step 1. The following file
structure is created:
c:\HPPC\Default.htm
c:\HPPC\hppcwis.dll
c:\HPPC\HPWC.ini
c:\HPPC\html
c:\HPPC\html\WCCallbackMain.htm
c:\HPPC\html\WCMain.htm
c:\HPPC\html\english (and corresponding files)
c:\HPPC\images (and corresponding files)
c:\HPPC\VXML (and corresponding files)
IMPORTANT: Do not change this file structure, as it is required for the files
to execute properly.
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5. Open the HPWC.ini file in a text editor and, under [HPPCSETTINGS],

change the Address setting to the host name or IP address of the
OpenScape Contact Center main server machine.
NOTE: When the system is configured for high availability (warm standby),
you must change the Address setting to the cluster name or virtual IP
address of the server cluster.
IMPORTANT: Ensure that the Port setting is the same as the port number
configured in the Manager application, and that the port is opened in the
firewall between the corporate Web server machine and the OpenScape
Contact Center main server machine. The default port number is 6021. If you
change the port number, you must restart the corporate Web server machine
and the Web Interaction Server.
6. Save and close the file.
7. In IIS, create a new virtual directory for the default Web site. For details, see
the Windows documentation. When creating the virtual directory, ensure that
you:
• Provide an alias such as HPPC.
• Select the folder you created in step 1 when the system asks you to
specify the Web site content directory.
• Enable the following access permissions:
– Read
– Run scripts (such as ASP)
– Execute (such as ISAPI applications or CGI)
IMPORTANT: Ensure that ISAPI extensions have status allowed in the Web
Service Extensions node in IIS Manager for IIS. Otherwise, when the system
attempts to call OpenScape Contact Center ISAPI functionality, error 404 will
be returned. To enable or disable the ISAPI extensions individually, see the
Microsoft Management Console Help for information relating to enabling and
disabling dynamic content in server configurations.
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4.2.1.2 Testing Web collaboration on an IIS server
This section describes how to test the Web collaboration functionality on an IIS
server.
To test Web collaboration on an IIS server:

1. Open a Web browser and type the URL to access the WCMain.htm demo
page. The format of the URL is:
http://<hostname>/<VirtualPath>/html/WCMain.htm
where
• <hostname> is the host name or IP address of the corporate Web server

machine.
• <VirtualPath> is the path to the virtual directory you created.

For example:
http://127.0.0.1/HPPC/html/WCMain.htm
2. On the WCMain.htm page, click the Request Web Session button. If you see
a page with the message “You have requested a live Web Collaboration
session”, you have loaded CaptureWCData.htm and successfully configured
Web collaboration on the Web server in a basic default configuration.
NOTE: At this point, if you click the Submit button on CaptureWCData.htm

you may receive an error. You can click this button after the Web server
configuration is complete.
3. Configure the Web Interaction Server on the OpenScape Contact Center

main server machine. For details, see the Manager Help.
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4.2.1.3 Testing Web callback on an IIS server
This section describes how to test the Web callback functionality on an IIS server.
To test Web callback on an IIS server:

1. Open a Web browser and type the URL to access the WCCallbackMain.htm
demo page. The format of the URL is:
http://<hostname>/<VirtualPath>/html/WCCallbackMain.htm
where

machine.

For example:
http://127.0.0.1/HPPC/html/WCCallbackMain.htm
2. On the WCCallbackMain.htm page, click the Try Web Callback button. If a

page opens showing fields about customer contact information, then you
have loaded WebCallback.htm and successfully configured Web callback on
the Web server in a basic default configuration.
NOTE: At this point, if you click the Submit button on WebCallback.htm you
may receive an error. You can click this button after the Web server

4.2.1.4 Testing VoiceXML integration on an IIS server
This section describes how to test the VoiceXML integration on an IIS server.
To test VoiceXML integration on an IIS server:

1. Ensure that VoiceXML is defined as a MIME type in the virtual directory
properties or in the overall system. For example, to define the MIME type in
the virtual directory:
a) Right-click the virtual directory, and select Properties.
b) Click the HTTP Headers tab, and then click MIME Types.
c) Click New.
d) In the Extension box, type VXML.
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e) In the MIME type box, type application/voicexml+xml.
f) Click OK.
2. Open a Web browser and type the URL to access the Initialize.vxml demo
http://<hostname>/<VirtualPath>/VXML/Initialize.vxml
where:

machine.

For example:
http://127.0.0.1:8080/HPPC/VXML/Initialize.vxml
3. In the dialog box that appears, click OK to open the Initialize.vxml file. If you
see the Initialize.vxml file, you have successfully configured VoiceXML on the
Web server in a basic default configuration.

4.2.2 Configuring a Tomcat server

This section describes how to configure the Web component settings on the
Tomcat server. If you require information about installing and configuring the
Tomcat server itself, or connecting Tomcat to the Apache server, refer to the
Tomcat server documentation.
4.2.2.1 Configuring the .war file on a Tomcat server
This section describes how to configure and deploy the .war file on a Tomcat
server.
To configure the .war file on a Tomcat server:


Components\Apache Tomcat folder.
3. Copy the HPPCEnterpriseWeb.war file to the corporate Web server

machine.
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4. Rename the .war file to a name that is suitable for your environment. In the
following instructions, the name of the .war file has been changed to
HPPC.war. This will deploy the sample Web application called HPPC. The
name of the .war file must be capitalized as shown for the sample
configuration to work.
5. Ensure that the Java Development Kit (JDK) is installed.
6. To extract the config.properties file to a new folder called hpwcapp, open a

command prompt window, change to the directory that contains the
HPPC.war file, type the following at the command prompt, and then press
ENTER:
jar xfv HPPC.war hpwcapp/config.properties
7. Open the hpwcapp/config.properties file in a text editor, and do the
following:
• Change the servlet.name setting to reflect the name of .war file you
specified in step 4. In the sample configuration, the setting is
servlet.name=/HPPC/hppcwebchat.
• Change the socket.server.name setting to the host name or IP address

of the OpenScape Contact Center main server machine.
NOTE: When the system is configured for high availability (warm

standby), you must change the socket.server.name setting to the cluster
name or virtual IP address of the server cluster.
NOTE: Ensure that the socket.server.port setting is the same as the

port number configured in the Manager application, and that the port is
opened in the firewall between the corporate Web server machine and the
OpenScape Contact Center main server machine. The default port
number is 6021. If you change the port number, you must restart the
corporate Web server machine and the Web Interaction Server.
9. To update the HPPC.war file, at the command prompt in the same directory
as in step 6, type:
jar ufv HPPC.war hpwcapp/config.properties
10. Deploy the HPPC.war file on the Tomcat server. For details, see the Tomcat
Web Application Manager documentation.
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4.2.2.2 Testing Web collaboration on a Tomcat server
This section describes how to test the Web collaboration feature on a Tomcat
server.
To test Web collaboration on a Tomcat server:

http://<hostname>/HPPC/html/WCMain.htm
where <hostname> is the host name or IP address of the corporate Web
server machine.
For example:
http://127.0.0.1:8080/HPPC/html/WCMain.htm


4.2.2.3 Testing Web callback on a Tomcat server
This section describes how to test the Web callback feature on a Tomcat server.
To test Web callback on a Tomcat server:

http://<hostname>/HPPC/html/WCCallbackMain.htm
server machine.
For example:
http://127.0.0.1:8080/HPPC/html/WCCallbackMain.htm
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the Tomcat server in a basic default configuration.

4.2.2.4 Testing VoiceXML integration on a Tomcat server
This section describes how to test the VoiceXML integration on a Tomcat server.
To test VoiceXML integration on a Tomcat server:

1. Open a Web browser and type the URL to access the Initialize.vxml demo
http://<hostname>/HPPC/VXML/Initialize.vxml
server machine.
For example:
http://127.0.0.1:8080/HPPC/VXML/Initialize.vxml
2. In the dialog box that appears, click OK to open the Initialize.vxml file. If you
see the Initialize.vxml file, you have successfully configured VoiceXML on the
Tomcat server in a basic default configuration.

4.2.3 Configuring a Sun Java System Web Server

This section describes how to configure the Web components on a Sun Java
System Web Server. If you require information about installing and configuring
the Sun Java System Web Server itself, refer to the Sun documentation.
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4.2.3.1 Configuring the .war file on a Sun Java System Web

Server
This section describes how to configure and deploy the .war file on a Sun Java
System Web Server.
To configure the .war file on a Sun Java System Web Server:


Components\Sun Java System Web Server folder.
3. Copy the HPPCEnterpriseWeb.war file to the corporate Web server

machine.
4. Rename the .war file to a name that is suitable for your environment. In the
following instructions, the name of the .war file has been changed to
HPPC.war. This will deploy the sample Web application called HPPC. The
name of the .war file must be capitalized as shown for the sample
configuration to work.
5. To extract the config.properties file to a new folder called hpwcapp, open a

command prompt window, change to the directory that contains the
HPPC.war file, type the following on the command line, and then press
ENTER:
jar xfv HPPC.war hpwcapp/config.properties
6. Open the hpwcapp/config.properties file in a text editor, and do the
following:
• Change the servlet.name setting to reflect the name of .war file you
specified in step 4. In the sample configuration, the setting is
servlet.name=/HPPC/hppcwebchat.
• Change the socket.server.name setting to the host name or IP address

of the OpenScape Contact Center main server machine.
NOTE: When the system is configured for high availability (warm

standby), you must change the socket.server.name setting to the cluster
name or virtual IP address of the server cluster.
NOTE: Ensure that the socket.server.port setting is the same as the

port number configured in the Manager application, and that the port is
opened in the firewall between the corporate Web server machine and the
OpenScape Contact Center main server machine. The default port
number is 6021. If you change the port number, you must restart the
corporate Web server machine and the Web Interaction Server.
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8. To update the HPPC.war file, at the command prompt in the same directory
as in step 5, type:
jar ufv HPPC.war hpwcapp/config.properties
9. Go to the Sun Java System Web Server administrator site and create a new
server instance. To access the administrator site, open a Web browser and
type the URL. The format of the URL is:
http://<hostname>/https-admserv/bin/index
server machine.
When creating the server instance, use HPPC for the server identifier. This
automatically creates a folder called /https-HPPC. For details, see the Sun
documentation.
NOTE: If you select the Never attempt to resolve IP addresses into host
names check box, you must be consistent with your configuration. This
means using either IP addresses or host names, but not both.
10. Start the new server instance.
11. Deploy the HPPC.war file on the Sun Java System Web Server. For details,
see the Sun documentation. When deploying the .war file, the application
URL is /HPPC.
4.2.3.2 Testing Web collaboration on a Sun Java System Web

Server
This section describes how to test Web collaboration on a Sun Java System Web
Server.
To test Web collaboration on a Sun Java System Web Server:

http://<hostname>/HPPC/html/WCMain.htm
server machine.
For example:
http://127.0.0.1:8181/HPPC/html/WCMain.htm
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4.2.3.3 Testing Web callback on a Sun Java System Web

Server
This section describes how to test Web callback on a Sun Java System Web
Server.
To test Web callback on a Sun Java System Web Server:

1. Start the server instance you created in Section 4.2.3.1, “Configuring the .war
file on a Sun Java System Web Server”, on page 29.
http://<hostname>/HPPC/html/WCCallbackMain.htm
server machine.
For example:
http://127.0.0.1:8081/HPPC/html/WCCallbackMain.htm
the Sun Java System Web Server in a basic default configuration.

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Setting up a secure connection for a Web server
4.3 Setting up a secure connection for a Web server

The system can be configured to use TLS certificate-based authentication to
secure the connection between the Web Interaction Server and the corporate
Web server.
This section describes how to enable TLS security on the corporate Web server,
according to the type of corporate Web server you have.
To complete the TLS configuration, you must also do the following:
1. Install an TLS certificate on the main server machine. For details, see the
Installation Guide.
2. In the Manager application, select an TLS-enabled port for the Web

connection. For details, see the Manager Help.
NOTE: We recommend that you do not enable TLS security on the corporate
Web server until all other Web Interaction Server configurations are complete.
4.3.1 Enabling TLS on an IIS server

This section describes how to enable TLS security on an IIS server.
To enable TLS on an IIS server:

1. Open the HPWC.ini file in a text editor.
2. Under [HPPCSETTINGS], ensure that the Address is set to the host name
of the OpenScape Contact Center main server machine, which matches the
common name of the TLS certificate.
you must set the Address setting to the server cluster name.
3. Set the TLSPort setting to the port number that will be used by the secure
Web features, for example:
SSLPort=443
NOTE: Ensure that the port number you configure here matches the TLS
port number configured in the Manager application. For details, see the
Manager Help.
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4. Set the required SSL flags to true:
• For Web collaboration, ChatUsesSSL=true
• For Web callback, CallbackUsesSSL=true
• For VoiceXML, VoiceXMLUsesSSL=true
NOTE: When the TLS flag is set to true, the feature will only be available via
TLS on the port specified by the TLSPort setting.
5. On the File menu, click Save, and then click Exit.
4.3.2 Enabling TLS on a Tomcat or Sun Java server

This section describes how to enable TLS security on a Tomcat Web server or a
Sun Java System Web Server.
If required, download Java Secure Socket Extension (JSSE) before you begin.
For detailed instructions, see the manufacturer’s documentation.
To enable TLS on a Tomcat or Sun Java server:

1. Install the keystore according to the manufacturer’s instructions.
2. Open the config.properties file in a text editor.
3. Set the socket.server.name setting to the host name of the OpenScape

Contact Center main server machine, which matches the common name of
the TLS certificate.
you must set the socket.server.name setting to the server cluster name.
4. Set the socket.server.port.ssl setting to the port number that will be used by
the secure Web features, for example:
socket.server.port.ssl=443
NOTE: Ensure that the port number you configure here matches the TLS
port number configured in the Manager application. For details, see the
Manager Help.
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Localizing and customizing Web components
5. Set the required SSL flags to true:
• For Web collaboration, socket.webchat.ssl=true
• For Web callback, socket.webcallback.ssl=true
• For VoiceXML (Tomcat only), socket.voicexml.ssl=true
NOTE: When the TLS flag is set to true, the feature will only be available via
SSL on the port specified by the socket.server.port.ssl setting.
6. On the File menu, click Save, and then click Exit.
4.4 Localizing and customizing Web components

After you have tested the corporate Web server, you can localize and then
customize the Web component files for your environment.
4.4.1 Localizing Web components

After you have tested the corporate Web server, you can localize the Web
component files to the language that is supported on your Web site. The example
below shows a localization procedure for the German language.
To localize the Web component files:

1. Create a new subdirectory under the html directory of the existing directory
structure that is shown in step 4 of Section 4.2.1.1, “Configuring the Web
component files on an IIS server”. For example:
c:\HPPC\html\deutsch
2. Copy all of the default files in c:\HPPC\html\english to your new
directory.
3. In your new directory, use an appropriate tool to update the text or graphics
of the pages as appropriate, and save your files with the same name. For
example, you may want to update the text and buttons in CallMePage.htm for
your own localization requirements.
IMPORTANT: If you use non-ASCII symbols in the updated pages, they

should be saved in a UTF-8 format.
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4. Create a copy of WCMain.htm within the same directory and rename it. For
example, you can rename WCMain.htm to WCDeutsch.htm:
c:\HPPC\html\WCDeutsch.htm
5. Update the URL used by the page (in the example, WCDeutsch.htm) to point
to the new directory. To do so, you will change “english” to the correct
language. For example:
?varUserRequest=REQ_WEBCHAT_MAIN&varUserLanguage=deutsch
6. Test the new page (for example, WCDeutsch.htm by clicking the Need Live
Help? button. If you see CaptureWCData.htm, then you have successfully
localized the WCMain.htm page.
4.4.2 Customizing Web components

After you have localized WCMain.htm, you must customize the
CaptureWCData.htm file as it contains the elements required for OpenScape
Contact Center to connect a Web collaboration customer with the appropriate
user. This file also contains visual presentation elements of the Web collaboration
session, such as greetings and icons, that can be customized.
You must have one CaptureWCData.htm file for each language that you
localized, and each CaptureWCData.htm file must be located in the appropriate
language directory. For example:
c:\HPPC\html\english\CaptureWCData.htm
c:\HPPC\html\deutsch\CaptureWCData.htm
The actual CaptureWCData.htm page that is activated depends on the language

indicated in the WCMain.htm page. For example:
?varUserRequest=REQ_WEBCHAT_MAIN&varUserLanguage=english
?varUserRequest=REQ_WEBCHAT_MAIN&varUserLanguage=deutsch
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The following table shows the parameters in CaptureWCData.htm that can be

updated.
IMPORTANT: You cannot delete any of the parameters in the

captureWCData.htm file. The VarUserRequest parameter and the standard
buttons cannot be modified or removed.
Name/ID Description Detail

varUserLanguage Defines pages used during This is the subdirectory of the
the Web collaboration html directory (see Section
session. 4.4.1, “Localizing Web
components”).
varHPPCLanguage The name of the Web The value must correspond to a
collaboration language. Used Web collaboration language
to define the set of rules defined in the Manager
(standard messages, application.
emoticons, and so on) for
Web collaboration sessions.
varSessionPriority The priority of the contact. The value must be between 1
Used by the Web and 100.
collaboration workflow during
routing.
varCustomerName Customer name. No limitation.
varSource The source of the contact. The value must be in one of the
Used by the Web languages supported by the
collaboration workflow during OpenScape Contact Center
routing. system. Non-ASCII characters,
non-printable ASCII
characters, and the following
special characters are not
allowed: accent grave (`),
asterisk (*), comma (,), double
quotation mark (“), exclamation
mark (!), percentage sign (%),
pipe (|), and underscore (_).
varDestination The destination of the contact. The value must be in one of the
Used by the Web languages supported by the
collaboration workflow during OpenScape Contact Center
routing. system.
varCaption Customer’s question. No limitation.
varBusinessUnitName In a multitenant environment, The value must correspond to
the name of the business unit one of the business units
to which incoming Web defined in the OpenScape
collaboration contacts belong. Contact Center system. In a
non-multitenant environment,
this value can be ignored.
Table 1 CaptureWCData.htm parameters
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Troubleshooting Web collaboration
You can also update other elements, such as Key1 and Key2, as well as add new
elements in one of the languages supported by OpenScape Contact Center. All
additional elements will add keys and values into the contact data collection of the
Web collaboration request, and will be used by the Web collaboration workflow.
4.5 Troubleshooting Web collaboration

This section provides solutions to some of the more common issues you may
encounter with Web collaboration.
4.5.1 Web server configuration issues

We recommend that you consider the following issues when configuring Web
collaboration settings on your corporate Web server:
• Ensure that the port number is the same as the port number defined in the
Manager application.
• Ensure that the IP address for the corporate Web server points to the
OpenScape Contact Center main server machine.
NOTE: These settings can be configured in the HPWC.ini on the IIS server
or config.properties on the Tomcat or Sun Java System Web Server.
4.5.2 General connection issues

Some general connection issues and solutions are provided.
Issue: You cannot load the start page or you receive a 404 error message.
Solution: Ensure that the host name can be mapped to its IP address correctly.
If it can, ensure that the corporate Web server is running, and that the URL you
are using is correct.
NOTE: If you are using a Tomcat server and receive this error, proceed to the
[tomcat-root]/bin directory and then type ./startup.sh to restart the
corporate Web server machine.
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Web callback error codes
Issue: You are receiving a connection error (error code 1003).
Solution: Ensure that the Web Interaction Server is running properly, and that the
IP and port number in your configuration file is correct. These settings can be
configured in the HPWC.ini on the IIS server or config.properties on the
Tomcat or Sun Java System Web Server.
You should also ensure that the host name of the Web Interaction Server can be
resolved properly on the corporate Web server.
A connection error may also occur if you do not have an SSL certificate installed
on the Web Interaction Server and the secure setting is turned on. If this is the
case, you must either install a server certificate or use the Manager application to
turn off the secure setting.
NOTE: On a Tomcat or Sun Java System Web server, the installation of the
JSSE library is mandatory regardless of whether you use a secure or plain
connection. Since there may be more than one Java Runtime Engine (JRE)
installed on your corporate Web server, you must ensure that the JSSE library is
installed in the same JRE directory that your corporate Web server is using. For
example, the Sun Java System Web Server allows you to configure the path to
your Java Runtime Engine (JRE) in the start-jvm file located in the Sun Java
System Web Server's https-admserv directory. For more information, see the
manufacturer’s documentation.
4.6 Web callback error codes

The following table lists the error codes that you might encounter while using the
Web callback feature. If the system returns any of the error codes listed in the
table, the callback is not created.
In addition to the error codes listed in the table, you might also encounter various
Callback Server errors that are described in the System Monitor application.
Error Code Description

1000 A general error has occurred.
1002 Failed to connect to the Web Interaction Server.
1003 The connection to the Web Interaction Server has failed.
1006 The Web page cannot be accessed.
1007 An invalid session ID has been detected.
1008 JavaScript is not enabled.
1010 A mandatory parameter is incorrect.
1011 A parameter is incorrect.
Table 2 Web Callback Error Codes
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Error Code Description

1012 There is an internal error with the Web Interaction Server.
1013 Allocation error.
17006 A duplicate callback was found in the database.
17021 The Callback Server cannot process a request due to an internal error.
17025 A general error has occurred.
17027 The callback queue does not exist.
17028 A callback schedule is invalid.
17029 A callback schedule occurs outside the callback routing schedule
configured for the contact center.
17030 The customer name is too long. The maximum is 75 characters.
17031 A telephone number is one of the numbers defined as an excluded
number.
17032 The callback description is too long. The maximum is 100 characters.
17033 The contact data is too long. The maximum is 1000 characters.
17035 The priority is invalid. The priority must be between 1 and 100.
17040 A callback schedule has expired.
17047 A callback schedule start or end date is invalid. A callback cannot be
scheduled more than 180 days in the future.
Table 2 Web Callback Error Codes
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Configuring the presence integration
Configuring an OpenScape UC Application user account
5 Configuring the presence integration

This chapter describes the items that must be configured to support the presence
integration feature. The presence integration feature enables Client Desktop
users to view the presence of various users via the directory feature.
When the presence integration feature is enabled in the Manager application, and
the Client Desktop user performs a directory search, the system attempts to
obtain the presence of each entry in the search results, as follows:
• The system first attempts to obtain the user presence state and voice media
presence state from the OpenScape Unified Communications (UC)
Application, only when the OpenScape UC Application Integration feature is
enabled and configured.
• If the user is not an OpenScape UC Application user, or the OpenScape UC

Application integration feature is not enabled or is not available, the system
attempts to obtain the user presence state from the OpenScape Contact
Center system.
• If the user is not an OpenScape Contact Center user or the presence state is
not available from the OpenScape Contact Center system, and the system is
connected to an OpenScape Voice communication platform, the system
attempts to obtain the line state of the user’s device from the OpenScape
Voice communication platform.
If you are working in a networked environment, you can access the presence for
users at the local site only.
5.1 Configuring an OpenScape UC Application user account

To enable the system to integrate with the OpenScape UC Application, you must
configure a user account in the OpenScape UC Application that the OpenScape
Contact Center system can use to access and maintain connectivity with the
OpenScape UC Application. This user account is specified when you configure
the presence integration options in the Manager application. For details on how
to configure a new user account, refer to the OpenScape UC Application
documentation.
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Configuring the presence integration
Configuring the external LDAP directory
5.2 Configuring the external LDAP directory

To enable Client Desktop users to view the presence of other users, you must
configure the external LDAP directory to support the display of presence.
Specifically, you must configure one or more of the following fields in the directory:
• Presence ID (the OpenScape UC Application user ID)
• User name (the OpenScape Contact Center user name)
• Line State (the OpenScape Voice line state, only applicable if the system is
connected to an OpenScape Voice communication platform)
For details on configuring fields, refer to the LDAP directory’s documentation.
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Maintaining the system
Shutting down a server machine for system maintenance
6 Maintaining the system

This chapter describes how to perform ongoing maintenance of the OpenScape
Contact Center system, including shutting down the main server machine,
changing the passwords, and backing up the database.
Remote service access to a main server machine or a central reporting server

machine is provided by the Smart Services Delivery Platform (SSDP) Service
Plug-in. The SSDP Service Plug-in software is installed automatically on the
server machine as part of the installation process. To configure the SSDP Service
Plug-in, follow the instructions provided in the SSDP Service Plug-in
documentation, which is located on the OpenScape Contact Center DVD in the
Utilities\OpenScape Service Plug-in folder.
NOTE: When performing general system maintenance procedures, such as

upgrading the network, we recommend that you shut down the OpenScape
Contact Center main server machine before proceeding. For special instructions,
refer to Section 6.1, “Shutting down a server machine for system maintenance”.
stopping the service OpenScape Contact Center from the Services window does
not result in a failover.
6.1 Shutting down a server machine for system maintenance

When you need to shut down or restart an OpenScape Contact Center server
machine that is running Informix for maintenance purposes, Informix sometimes
does not have time to stop the Informix IDS service before the Windows operating
system shuts down. If this occurs, the database can become corrupted. To
prevent this issue, we recommend that you always stop the Informix IDS service
before shutting down or restarting the server machine.
NOTE: To ensure that the database does not become corrupted, always stop the
Informix IDS service before shutting down or restarting a server machine.
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Changing the OpenScape Contact Center and Informix passwords
6.2 Changing the OpenScape Contact Center and Informix passwords

If you need to change the OpenScape Contact Center or Informix passwords for
any reason, you must update the passwords in the following three locations:
• Services window
• Computer Management window
• OpenScape Contact Center Startup Configuration window (or System

Monitor application)
IMPORTANT: The OpenScape Contact Center and Informix passwords should

be changed only under the guidance of your support representative.
The Informix password cannot exceed 16 characters and cannot contain any
spaces.
To change the OpenScape Contact Center and Informix passwords:

1. Open the Services window.
2. To change the OpenScape Contact Center password, do the following:
a) Stop the OpenScape Contact Center and OpenScape Contact Center

AutoPA services.
b) For each service, open the service and provide the new password on the
Log On tab.
3. To change the Informix password, do the following:
a) Stop the following services: IBM Informix Dynamic Server Message

Service, Informix IDS - ol_servername (where servername is the name
of the OpenScape Contact Center server machine), and Informix Server
Discovery Process for SNMP.
b) Open the Informix IDS - ol_servername service and provide the new
password on the Log On tab.
c) Open the Informix Server Discovery Process for SNMP service and
provide the new password on the Log On tab.
4. Close the Services window.
5. Open the Computer Management window.
6. Under System Tools, expand Local Users and Groups, and then click
Users.
7. To change the OpenScape Contact Center password, right-click hppc, click

Set Password, and provide the new password.
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Backing up the database
8. To change the Informix password, right-click informix, click Set Password,

and provide the new password.
9. Close the Computer Management window.
10. Open a command prompt window.
11. On the command line, type tcfmain and then press ENTER. The
OpenScape Contact Center Startup Configuration window is displayed.
12. To change the Informix password, click the Administration Server tab and
type the new password in the Database Server Password box.
NOTE: When the system is running, you can also change the Informix
password by configuring the startup data for the Administration Server using
the System Monitor application. For detailed information, see the System
Monitor Help.
13. Close the OpenScape Contact Center Startup Configuration window.
14. Start the following services: IBM Informix Dynamic Server Message
Service, Informix IDS - ol_servername (where servername is the name of
the OpenScape Contact Center server machine), and Informix Server
Discovery Process for SNMP.
15. Start the OpenScape Contact Center and OpenScape Contact Center
AutoPA services.
6.3 Backing up the database

You should back up the OpenScape Contact Center database on a regular basis,
and any time you change the system configuration, to ensure that the data is
protected in the event of a failure or corruption. Since the database can be quite
large, we recommend that you back up the database only during periods of very
low contact volume.
NOTE: In addition to backing up the OpenScape Contact Center database, we

recommend that you back up all data on the server machine using a backup utility.
Ensure that the backup contains the server machine's System State data, which
includes items such as the registry and boot files.
ensure that you back up the primary server machine, the backup server machine,
and the optional central reporting server machine.
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There are two types of backups you can perform:
• Full backup – To limit the potential loss of data to no more than one day, we
strongly recommend that you perform a full backup on a daily basis. At the
very least, you should back up the database once a week.
• Incremental backup – To minimize the potential loss of data between full

database backups, you can perform an incremental backup. For example, if
you run a full backup at night, you can run an incremental backup during the
day. The incremental backup takes less time, because it only backs up the
changes since the start of the last full backup.
NOTE: Some of the procedures in this section are written based on the
assumption that you are familiar with using Informix. For detailed instructions, see
the Informix documentation provided at the following location:
http://publib.boulder.ibm.com/infocenter/idshelp/v115/index.jsp
6.3.1 Scheduling a database backup

You can use the Task Scheduler in Windows Server 2012/2012 R2, 2008 R2 to
schedule a task that will back up the OpenScape Contact Center database. This
section provides guidelines on how to schedule a task. For detailed instructions,
see the Microsoft documentation.
IMPORTANT: Scheduled backups use the batch files FULLBACKUP.BAT and

INCREMENTALBACKUP.BAT, both of which use the Informix ontape utility to
perform the backup. Therefore, before the first scheduled backup runs, you must
edit the ontape parameters as described in step 2 on page 48.
NOTE: When the system is configured for high availability (warm standby), we
recommend that you schedule the backups on the primary server machine, the
backup server machine, and the optional central reporting server machine at the
same time to ensure that the backed up data is consistent.
To schedule a database backup:

1. Using the Task Scheduler in Windows Server 2012/2012 R2, 2008 R2
schedule a task according to the following guidelines:
• Select the action Start a program, and then select one of the following
batch files, which are located in the folder where you installed the
OpenScape Contact Center software:
– To schedule a full backup, select FULLBACKUP.BAT.
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– To schedule an incremental backup, select

INCREMENTALBACKUP.BAT.
• Specify the user account and password under which to run the task
according to the type of operating system:
– For Windows Server 2012/2012 R2, 2008 R2, specify a local

Administrator account.
• To write the results of the backup to a text file, in the task properties, add
the argument <return.txt >results.txt. Ensure that the folder where the
results.txt file is written (normally the folder where you installed the
OpenScape Contact Center software) has Read access for Everyone. In
Windows Server 2012/ 2008 or Windows Server 2012 R2/ 2008 R2, when
you add the argument, you must also specify the path to start in. Ensure
that you do not use quotation marks when you specify the path.
6.3.2 Backing up the database using the ontape utility

You can back up the OpenScape Contact Center database to a local tape drive
or a local or network drive using the Informix ontape utility.
6.3.2.1 Backing up the database to a local tape drive
This section describes how to back up the OpenScape Contact Center database
to a local tape drive using the Informix ontape utility.
To back up the database to a local tape drive:

1. Log on to the server machine where Informix is installed as follows:
• For Windows Server 2008 R2, log on as an Administrator.
2. Insert a blank tape into the tape drive of the server machine.
3. Open an Informix command prompt window using the ol_servername

shortcut, where servername is the name of the OpenScape Contact Center
server machine.
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4. To start the backup, do one of the following:
• For a full backup of the Informix database, at the command prompt, type
ontape -s -L 0, and then press ENTER.
• For an incremental backup of the Informix database, at the command

prompt, type ontape -s -L 1, and then press ENTER.
NOTE: The -s parameter directs the ontape utility to create a backup and
the -L parameter specifies the level of the archive, either 0 for full or 1 for
incremental.
5. If there is not enough space on the current tape, the system prompts you to
insert another tape. If prompted, remove the tape and label it with the date,
time, level, and number of the tape in the sequence. Insert another tape, and
then press ENTER. Repeat this process for as many tapes as required.
6.3.2.2 Backing up the database to a local or network drive
to a local or network drive using the Informix ontape utility.
To back up the database to a local or network drive:

2. Edit the ontape parameters as follows:
• Open the ONCONFIG.ol_servername file, where servername is the

name of the OpenScape Contact Center server machine where Informix
is installed, in a text editor, such as Notepad. This file is normally located
in the Program Files\Informix\etc folder.
• In the TAPEDEV parameter, specify the path and file name of the backup
file on the local or network drive in 8.3 (short) format, for example,
C:\Backups\Backup.001. You must ensure that the backup file exists in
the specified location before you start the backup, and that the logged on
user has at least Modify permission for the backup file. If the backup file
does not exist, you can create an empty file using a text editor such as
Notepad.
• In the TAPESIZE parameter, specify 0 so that the backup file does not
have a maximum size.

server machine.
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ontape -s -L 0, and then press ENTER.

prompt, type ontape -s -L 1, and then press ENTER.
NOTE: The -s parameter directs the ontape utility to create a backup and
the -L parameter specifies the level of the archive, either 0 for full or 1 for
incremental.
6.3.3 Restoring the database using the ontape utility

This section describes how to restore previously backed up OpenScape Contact
Center data using the Informix ontape utility.
NOTE: If you performed an incremental backup, you need the most recent full
backup, as well as the incremental backup.
To restore the database using the ontape utility:

2. Stop the following services:
• OpenScape Contact Center
• Informix IDS - ol_servername, where servername is the name of the

OpenScape Contact Center server machine
3. Do one of the following:
• If you are restoring the data from a tape, insert the first tape of the Full
archive that you want to restore into the tape drive of the server machine.
• If you are restoring the data from a backup file on a local or network drive,
ensure that the path and file name of the backup file is configured
correctly in the ONCONFIG.ol_servername file.

server machine.
5. On the command line, type ontape -r, and then press ENTER.
6. When prompted to load a tape, press ENTER.
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7. When prompted, Continue restore (Y/N)?, press Y.
8. When prompted to back up the logs, press N.
9. If you created an incremental archive, when prompted with Restore a level 1

archive, press Y. If you did not create an incremental archive, press N.
10. When prompted to restore log tapes, press N.
11. When the restoration process completes, if you restored the data from a tape
drive, remove the last tape from the tape drive.
12. On the command line, type onmode -m, and then press ENTER. This
command places Informix back into its regular mode and may take several
minutes to complete.
13. On the command line, type onstat -r, and then press ENTER. This
displays information about the Informix Server environment. The first line
indicates the Informix application mode, and should read On-Line. To stop
the onstat process, press CTRL+C.
14. To close the command prompt window, type exit, and then press ENTER.
15. Close any other windows or applications.
16. Restart the OpenScape Contact Center service.
6.3.4 Restoring a zero level backup made using

ontape utility
This section describes how to restore a zero level backed up OpenScape Contact
Center data using an automated process.
1. To use the zero level restore script, copy the FullRestore.bat, fullrestore.in
and replace.vbs files to the server machine. The files are included in the DVD.
2. Open a command prompt as Informix user
3. Run the FullRestore.bat specifying the arguments /tapedev <path> /

tapesize<size>, where <path> is the path to the Informix zero level backup,
the specify <size> as zero unless you are using an external tape device.
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6.3.5 Backing up the database using the onbar utility

to a local drive using the Informix onbar utility. The Informix onbar utility can
interface directly with the Informix Storage Manager (ISM) or another third-party
storage manager application, such as Veritas, to provide a flexible backup
solution.
NOTE: You must configure the storage manager application prior to running the
onbar utility. For detailed instructions, see the IBM Informix Storage Manager
Administrator’s Guide or the third-party storage manager documentation. The
Informix documentation is provided at the following location:
To back up the database to a local drive:


server machine.
onbar -b -L 0, and then press ENTER.

prompt, type onbar -b -L 1, and then press ENTER.
NOTE: The -b parameter directs the onbar utility to create a backup and the
-L parameter specifies the level of the archive, either 0 for full or 1 for
incremental.
6.3.6 Restoring the database using the onbar utility

This section describes how to restore previously backed up OpenScape Contact
Center data using the Informix onbar utility.
NOTE: If you performed an incremental backup, you need the most recent full
backup, as well as the incremental backup.
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SNMP support
To restore the database using the onbar utility:


server machine.
3. On the command line, type onbar -r, and then press ENTER.
6.4 SNMP support

The system supports two methods of generating information that can be viewed
by a SNMP management system:
• OpenScape Contact Center SNMP extension agent – Exposes

OpenScape Contact Center specific information pertaining to the status of
OpenScape Contact Center managed objects. This method is supported on
the main server machine only.
• OpenScape CAP Fault Management software – Acts as a SNMP extension

agent to generate SNMP trap messages on behalf of the OpenScape Contact
Center software via Windows event logs. This method is supported on the
main server machine and the optional central reporting server machine.
The Windows SNMP service must be installed and running on the server machine
to support these methods.
The Windows SNMP service must also be installed and running on the main and
central reporting server machines to support subscription licensing.
NOTE: You should configure the Windows SNMP service such that the list of
community names does not contain “public” or "private", and the list of hosts only
contains the hosts that are required to access the information.
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SNMP support
6.4.1 OpenScape Contact Center SNMP extension

agent
The OpenScape Contact Center SNMP extension agent (osccsnmp.dll) supports
standard SNMP requests for Object IDs (OIDs). The SNMP extension agent
exposes OpenScape Contact Center specific information pertaining to the status
of OpenScape Contact Center managed objects. The information can then be
requested by any SNMP management system.
NOTE: It is the responsibility of the user of the SNMP management system to

ensure that information can be requested and retrieved from the OpenScape
Contact Center SNMP extension agent.
The OpenScape Contact Center specific information that is exposed by the

OpenScape Contact Center SNMP extension agent is defined in the
sen-oscc-mib.mib file, which maps the managed objects to their respective OIDs.
The information that is exposed includes the Call Director extension usage, the
number of logged on users, and the number of current and recent contacts. For
details on all the information that is available, see the sen-oscc-mib.mib file,
which can be viewed using a text editor.
The OpenScape Contact Center specific information can be used to monitor the
status of the system. For example, a technician in the network operations center
can create a view which generates an alarm when the number of operational
voice processor extensions falls below a configured threshold percentage of the
total number of configured voice processor extensions. The technician can then
notify the customer so that the customer has time to resolve the issue and avoid
running out of extensions.
The osccsnmp.dll and sen-oscc-mib.mib files are located in the default

installation folder on the main server machine. The osccsnmp.dll file is also used
to support subscription licensing.
NOTE: The osccsnmp.dll file is automatically registered on the server machine

during installation of the OpenScape Contact Center server software. If the
Windows SNMP service is uninstalled, the osccsnmp.dll file will be unregistered.
To re-register the .dll file, use the utility program osccregistersnmpextension.exe,
which is located in the default installation folder on the main server machine.
6.4.2 OpenScape CAP Fault Management software

The OpenScape CAP Fault Management software is an optional component that
can be used to generate OpenScape Contact Center SNMP trap messages. The
OpenScape CAP Fault Management software can be installed automatically
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SNMP support
during the OpenScape Contact Center installation process, or it can be installed

manually from the \OpenScape CAP\Fault Management folder on the
OpenScape Contact Center DVD.
NOTE: For details on how to configure the OpenScape CAP Fault Management
software, see the OpenScape CAP Fault Management documentation.
There are two OpenScape CAP Fault Management configuration files:
• capfm_procenter.ini – This the default configuration file that is installed

when you install the OpenScape Contact Center server software. It triggers
the generation of SNMP trap messages for all OpenScape Contact Center
messages.
• capfm_procenter_service.ini – This is the service configuration file that

should be used if you want to generate SNMP trap messages for only the
subset of messages that are relevant to the Network Operations Center.
Both configuration files are located in the \Utilities\Install folder on the OpenScape
Contact Center DVD.
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Managing a central reporting environment
Managing replication for central reporting
7 Managing a central reporting environment

This chapter describes the actions that can be taken if you encounter issues
when the system is configured for central reporting.
7.1 Managing replication for central reporting

If there is an issue with replication, you can use the OpenScape Contact Center
replication configuration application (trcdbins.exe) to manage data replication.
NOTE: If the system is configured for high availability (warm standby), follow the
procedures described in Section 8.1, “Managing replication for high availability
(warm standby)”, on page 69.
IMPORTANT: The computer clocks on the central reporting server machine and
the OpenScape Contact Center server machines that are participating in central
reporting must be synchronized. You must synchronize the computer clocks
before running the OpenScape Contact Center replication configuration
application (trcdbins.exe), and ensure that the clocks remain synchronized.
Replication will fail if the times differ by more than two seconds.
7.1.1 About the replication buffer

There are potentially two types of data replication:
• Central reporting replication – Replication of the historical reporting data to

the central reporting server machine when the system is configured for
central reporting.
• High availability (warm standby) replication – Replication of the

administration and processing data between the primary and backup server
machines when the system is configured for high availability (warm standby).
If either replication is interrupted (for example, there is an issue with the network),
the data will be stored in the replication buffer. The replication buffer is sized to
accommodate approximately two days of central reporting and high availability
(warm standby) replication data for an average system.
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Based on the buffer capacity, the system performs the following actions:
• Buffer 50% full – Issues an error message every hour indicating the
percentage of space used in the replication buffer.
• Buffer 75% full – Issues an error message every 15 minutes. When the
system is configured for both central reporting and high availability (warm
standby), and only one type of replication is causing the buffer to fill up, it also
stops that replication.
• Buffer 95% full – Issues a warning message every 15 minutes and stops
replication configured on the server machine.
IMPORTANT: When the system stops replication automatically, you must follow
the appropriate procedures to shut down and restart replication manually after the
issue has been resolved. Replication will not restart automatically. For details,
see Section 7.1.3, “Shutting down all replication for central reporting”, on page 59
or Section 8.1.5, “Shutting down all replication”, on page 78.
We recommend that you use the System Monitor application to monitor the
capacity of the replication buffer and, when necessary, suspend the replication
that is causing the issue. For details, see Section 7.1.2, “Suspending replication
for central reporting”, on page 56, or Section 8.1.1, “Suspending high availability
(warm standby) replication”, on page 69.
NOTE: The replication buffer will continue to fill up even when replication has
been suspended.
7.1.2 Suspending replication for central reporting

You can suspend the flow of replicated data to the central reporting server
machine, for example, to perform maintenance on the network or on the central
reporting server machine. We recommend that you suspend replication if you
expect the flow of replicated data to be interrupted for more than half a day.
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Suspending replication with the central reporting server machine is useful for a
couple of reasons:
• If a large amount of data accumulates in the buffer during an interruption,

significant network and CPU resources will be consumed on the target
machine when replication resumes. Suspending replication allows you to
resume replication during periods of low contact volume, reducing the impact
on the system.
• After an interruption, the data is automatically synchronized. There are two

phases of synchronization – the Informix internal data, and the OpenScape
Contact Center reporting data. Suspending replication of the reporting data
allows the Informix internal data to synchronize first, which allows the system
to resume more gracefully.
To suspend central reporting replication:

1. Log on to the server machine where you want to suspend replication.
2. On the Start menu, click Run, type trcdbins, and then click OK.
3. Select Perform other replication configuration tasks for central

reporting, and then click OK.
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4. Select Suspend replication with the central reporting server machine,

and then click OK.
7.1.2.1 Resuming central reporting replication
If the replication buffer contains a large amount of data, we recommend that you
resume replication during a period of low contact volume to reduce the impact on
the system.
To resume replication with the central reporting server machine:

1. Log on to the server machine where you previously suspended replication.

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4. Select Resume replication with the central reporting server machine,

and then click OK.
7.1.3 Shutting down all replication for central

reporting
You can shut down replication with the central reporting server machine, for
example, if there is an issue with the network and you need to remove the
replication settings (which requires network access).
IMPORTANT: You should perform this procedure only when necessary or when
instructed to do so because it may require that you synchronize the reporting
data. For details, see Section 7.2, “Synchronizing the reporting data for central
reporting”, on page 61. Whenever possible, we recommend that you suspend
rather than shut down replication, because suspending does not require you to
synchronize the reporting data.
To shut down central reporting replication:

1. Log on to the server machine where you want to shut down replication.
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4. Select Shut down all replication on the local server machine, and then
click OK.
7.1.3.1 Restarting central reporting replication
After replication with the central reporting server machine has been shut down,
you can restart it as described in this procedure. During the restart process, all
data is removed from the replication buffer.
To restart central reporting replication:

1. Stop the OpenScape Contact Center and OpenScape Contact Center
AutoPA services on all server machines that are participating in central
reporting. Wait for the services to completely shut down before proceeding.
2. Log on to the server machine where you previously shut down replication.
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Synchronizing the reporting data for central reporting

5. Select Restart all replication on the local server machine, and then click
OK.
6. Synchronize the reporting data, only if required. Section 7.2, “Synchronizing

the reporting data for central reporting”, on page 61.
7.2 Synchronizing the reporting data for central reporting

If you encounter issues with the historical reporting data, you can synchronize the
reporting data. For example, if you are missing data because there has been a
lengthy network interruption between one of the OpenScape Contact Center
server machines that is participating in central reporting and the central reporting
server machine, you can synchronize the reporting data between the server
machine and the central reporting server machine.
NOTE: Synchronizing the reporting data can take a very long time. We
recommend that you perform this procedure only when the issues with the
historical reporting data are unacceptable for your purposes.
NOTE: Before synchronizing, we recommend that you check the retention

periods on the central reporting server machine to ensure that they are not
shorter than those configured on the main server machine. If the retention periods
are shorter, you might lose some of the synchronized reporting data during the
next data maintenance time.
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Synchronizing the reporting data for central reporting
If the system is configured for high availability (warm standby), see Section 8.4,
“Synchronizing the reporting data for high availability (warm standby) with central
reporting”, on page 84.
To synchronize the reporting data:

1. Log on to the central reporting server machine.
2. Stop the OpenScape Contact Center AutoPA service on the central

reporting server machine. Wait for the service to completely shut down before
proceeding.

5. Select one of the following options, and then click OK:
• To synchronize the historical reporting data for only the current month and
the previous month (this option takes less time), do the following:
– Select Synchronize recent historical reporting data with the

remote server machine.
– In the Remote server list, select the server machine with which you
want to synchronize.
• To synchronize all historical reporting data, do the following:
– Select Synchronize all historical reporting data with the remote

server machine.
– In the Remote server list, select the server machine with which you
want to synchronize.
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Troubleshooting the replication configuration for central reporting
– Since this option can take a very long time to complete, you can
specify how long to run the synchronization. In the Run for box, type
the number of hours that you want to run the synchronization. After
this time period, the synchronization will stop, and you can continue
at another time. The % complete value shows how much of the
synchronization process is currently complete. The progress bar
indicates the progress within the number of hours specified.
• To continue a previous synchronization, select Continue to synchronize

all historical reporting data with the remote server machine, and then
specify the remote server machine and the time to run the
synchronization, as described above.
6. When the synchronization is finished, start the OpenScape Contact Center

AutoPA service on the central reporting server machine.
7.3 Troubleshooting the replication configuration for central reporting

The OpenScape Contact Center replication configuration application
(trcdbins.exe) performs a number of tests to ensure that replication has been
configured successfully. If you encounter issues with the replication configuration,
check the diagnostic files (named trcdbins.000, trcdbins.001... trcdbins.025) that
are located in the folder from which you ran the component. These diagnostic files
can help you resolve the most common replication configuration issues.
If the diagnostic files do not help you resolve the replication configuration issues,
you can perform the troubleshooting procedure described in this section.
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You can also use this procedure to troubleshoot central reporting replication
configuration issues when the system is configured for high availability (warm
standby).
NOTE: This section is written based on the assumption that you are familiar with
using Informix. For detailed instructions, see the Informix documentation provided
at the following location:
To troubleshoot the replication configuration:

1. To check the environment configuration, do the following on the central
reporting server machine and each server machine that is participating in
central reporting:
a) On the Start menu, point to Programs, and then click Control Panel.
b) Double-click System.
c) Click the Advanced tab.
d) Click Environment Variables.
e) Under System Variables, ensure that the INFORMIXDIR,

INFORMIXSERVER, and ONCONFIG system environment variables
appear in the list.
f) If any of these system environment variables do not appear in the list, add
them to the list.
2. Use the ping command to ensure that the network connection between the
central reporting server machine and each server machine that is
participating in central reporting is working properly. If any of the network
connections are not working, contact your network administrator.
3. Use the tracert command to check the resolution of IP address to host

name for the central reporting server machine and each server machine that
is participating in central reporting. If any of the IP addresses are not resolved
properly to the host names, contact your network administrator.
4. On the central reporting server machine and each server machine that is
participating in central reporting, ensure that the hosts.equiv file is located in
the windows\system32\drivers\etc folder. If the hosts.equiv file does
not appear in the folder, ensure that you have write access permissions to the
folder.
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participating in central reporting, ensure that the hosts.equiv file contains the
following lines:
<local_host>
<fully_qualified_local_host_name>
<remote_host>
<fully_qualified_remote_host_name
where:
• The fully qualified host names specify the domain, for example,
perfect.com.
• On the central reporting server machine, the remote hosts are the server
machines that are participating in central reporting.
• On a server machine that is participating in central reporting, the remote

host is the central reporting server machine.
participating in central reporting, connect to the database servers to ensure
that the environment is trusted for the Informix user, as follows:
a) Log on to the server machine under the Informix account.
b) On the Start menu, click Run, type dbaccess, and then click OK.
c) Select Connection.
d) Select Connect.
e) Select the database server to which you want to connect.
f) When prompted for the user name, press ENTER.
g) The list of databases on the server should be displayed. If you encounter

an error, contact your network administrator. Possible reasons for an error
are a DNS lookup problem (forward or reverse DNS lookup table at the
Domain Controller) or, when the system is configured for high availability
(warm standby), an invalid TCP/IP bindings order for the network
interface cards. For high availability (warm standby), the customer
network interface card must be at the top of the TCP/IP bindings list,
followed by the cluster private network interface card, and then the switch
network interface card (if required).
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Replacing a main server machine for central reporting
7.4 Replacing a main server machine for central reporting

If a main server machine that is participating in central reporting needs to be
replaced, you must follow this procedure.
IMPORTANT: A main server machine should be replaced only under the

guidance of your support representative. This procedure does not apply to a
central reporting server machine. If you need to replace the central reporting
server machine, you must contact your support representative.
NOTE: This procedure requires that you have a backup of all data on the server
machine. Ensure that the backup contains the database, registry, and hosts.equiv
file. If you do not have a backup of all data on the server machine, then you must
also reconfigure the replication settings after performing this procedure. For
details, see Section 7.4.1, “Reconfiguring the replication settings”, on page 66.
Before you begin, you must obtain a new license file for the new server machine.
This is because the System ID used for OpenScape Contact Center licensing is
based on the server machine hardware.
To replace a main server machine for central reporting:

1. Restore all data on the new server machine using the most recent backup.
2. Ensure that the patch level of the OpenScape Contact Center server software
matches that of the database to be restored.
3. Restore the database on the server machine. For details, follow the
procedure provided in Section 6.3.3, “Restoring the database using the
ontape utility”, on page 49, or Section 6.3.6, “Restoring the database using
the onbar utility”, on page 51, as appropriate.
4. Using the Manager application, activate the license for the new server
machine. For details, see the Manager Help.
7.4.1 Reconfiguring the replication settings

If you do not have a backup of all data on the main server machine that needs to
be replaced, then you must also reconfigure the replication settings after
replacing the server machine.
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To reconfigure the replication settings:

1. Remove the replication settings for central reporting:
• On each of the remaining main server machines that are participating in

central reporting (not including the server machine that was replaced),
remove the replication settings.
• On the central reporting server machine, remove the replications settings

for all remote server machines.
2. Configure the replication settings.
NOTE: For details on removing and configuring the replication settings, see the
Installation Guide.
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Managing a high availability (warm standby) environment
Managing replication for high availability (warm standby)
8 Managing a high availability (warm standby) environment

This chapter describes the actions that can be taken if you encounter issues
when the system is configured for high availability (warm standby).
NOTE: Throughout this chapter, we use the general term “Microsoft cluster
application”. If you are using Windows Server 2008 R2, Windows 2012 and
Windows 2012 R2 this refers to the Failover Cluster Management application. For
details on the procedures related to these applications, see the Microsoft Help.
8.1 Managing replication for high availability (warm standby)

If there is an issue with replication, the replication buffer will begin to fill up. For
details, see Section 7.1.1, “About the replication buffer”, on page 55. When this
occurs, you can use the OpenScape Contact Center replication configuration
application (trcdbins.exe) to manage data replication.
IMPORTANT: The computer clocks on the primary, backup, and optional central
reporting server machines must be synchronized. You must synchronize the
computer clocks before running the OpenScape Contact Center replication
configuration application (trcdbins.exe), and ensure that the clocks remain
synchronized. Replication will fail if the times differ by more than two seconds.
8.1.1 Suspending high availability (warm standby)

replication
You can suspend the flow of replicated data between the primary and backup
server machines, for example, to perform maintenance on the network. We
recommend that you suspend replication if you expect the flow of replicated data
to be interrupted for more than half a day. It does not matter from which server
machine you suspend replication.
This feature is useful because, if a large amount of data accumulates in the buffer
during an interruption, significant network and CPU resources will be consumed
on the target machine when replication resumes. Suspending replication allows
you to resume replication during periods of low contact volume, reducing the
impact on the system.
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To suspend high availability (warm standby) replication:

1. Log on to either the primary or backup server machine.
3. Select Perform other replication configuration tasks for high availability,

and then click OK.
4. Select Suspend replication with the remote server machine, and then
click OK.
8.1.1.1 Resuming high availability (warm standby) replication
If the replication buffer contains a large amount of data, we recommend that you
resume replication during a period of low contact volume to reduce the impact on
the system.
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To resume high availability (warm standby) replication:

1. Log on to the server machine where you previously suspended replication.

and then click OK.
4. Select Resume replication with the remote server machine, and then click
OK.
8.1.2 Suspending central reporting replication

Suspending replication with the central reporting server machine is useful for the
reasons described in Section 7.1.2, “Suspending replication for central reporting”,
on page 56. Follow the procedure described in that section to suspend replication
with the central reporting server machine.
NOTE: If the system fails over while central reporting replication is suspended,
central reporting replication will restart automatically.
8.1.2.1 Resuming central reporting replication
Follow the procedure described in Section 7.1.2.1, “Resuming central reporting

replication”, on page 58 to resume replication with the central reporting server
machine.
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8.1.3 Stopping high availability (warm standby)

replication
When the system is configured for both high availability (warm standby) and
central reporting, you can stop replication between the primary and backup server
machines. This allows you to leave central reporting replication running while you
address any issues with the network. It does not matter from which server
machine you stop replication.
data. For details, see Section 8.4, “Synchronizing the reporting data for high
availability (warm standby) with central reporting”, on page 84. Whenever
possible, we recommend that you suspend rather than stop replication, because
suspending does not require you to synchronize the reporting data.
To stop high availability (warm standby) replication:

1. Log on to the primary or backup server machine.

and then click OK.
4. Select Stop replication with the remote server machine, and then click
OK.
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8.1.3.1 Restarting high availability (warm standby) replication
After replication has been stopped, you must first shut down all replication, and
then restart replication. During the restart process, all data is removed from the
replication buffer.
To restart high availability (warm standby) replication:

1. Using the Microsoft cluster application, take the HPPC Group offline. Wait for
the server machine state to change to Warm standby before proceeding.

AutoPA services on both the primary and backup server machines. Wait for
the services to completely shut down before proceeding.
3. Log on to the server machine where you previously stopped replication.

and then click OK.
click OK.
7. On the same server machine, run trcdbins.exe again – on the Start menu,
click Run, type trcdbins, and then click OK.

and then click OK.
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OK.
the reporting data for high availability (warm standby) with central reporting”,
on page 84.
11. Synchronize the administration data between the primary and backup server
machines. For details, see Section 8.2, “Synchronizing the data between the
primary and backup server machines”, on page 81.
12. If you decided not to synchronize the reporting data in step 10, synchronize
the administration data between the primary and central reporting server
machine. For details, Section 8.3, “Synchronizing the administration data
between the primary and central reporting server machines”, on page 82.
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8.1.4 Stopping central reporting replication

When the system is configured for both high availability (warm standby) and
central reporting, you can stop replication with the central reporting server
machine. This allows you to leave high availability (warm standby) replication
running while you address any issues with the network or central reporting server
machine.
possible, we recommend that you suspend rather than stop replication, because
suspending does not require you to synchronize the reporting data.
NOTE: If the system fails over while central reporting replication is stopped,
central reporting replication will restart automatically.
To stop central reporting replication:

1. Log on to the server machine where you want to stop replication with the
central reporting server machine.

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4. Select Stop replication with the central reporting server machine, and
then click OK.
8.1.4.1 Restarting central reporting replication
After replication has been stopped, you must first shut down all replication and
then restart replication. During the restart process, all data is removed from the
replication buffer.
To restart central reporting replication:


3. Log on to the server machine where you previously stopped replication.
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click OK.
7. On the same server machine, run trcdbins.exe again – on the Start menu,
click Run, type trcdbins, and then click OK.

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OK.
on page 84.
12. If you decided not to synchronize the reporting data in step 10, synchronize
8.1.5 Shutting down all replication

You can shut down all replication on the server machine, for example, if there is
an issue with the network and you need to remove the replication settings (which
requires network access). When the system is configured for both high availability
(warm standby) and central reporting, this shuts down both types of replication.
possible, we recommend that you suspend rather than shut down replication,
because suspending does not require you to synchronize the reporting data.
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To shut down all replication on the server machine:

1. Log on to the server machine where you want to shut down all replication.

and then click OK.
click OK.
8.1.5.1 Restarting all replication
After all replication on the server machine has been shut down, you can restart it
as described in this procedure. When the system is configured for both high
availability (warm standby) and central reporting, this procedure restarts both
types of replication. During the restart process, all data is removed from the
replication buffer.
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To restart all replication on the server machine:


3. Log on to the server machine where you previously shut down replication.

and then click OK.
OK.

on page 84.
9. If you decided not to synchronize the reporting data in step 7, synchronize the
administration data between the primary and central reporting server
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Synchronizing the data between the primary and backup server machines
8.2 Synchronizing the data between the primary and backup server
machines
In some cases, you might need to synchronize the administration and processing
data between the primary and backup server machines. For example, you might
need to perform this procedure if one of the server machines has been down for
a long period of time (more than two days), because the system can only buffer
a finite amount of data. In this case, you need to perform the procedure on the
server machine that has been out of operation and needs to be synchronized.
To synchronize the data between the primary and backup server machines:
2. Stop the OpenScape Contact Center service on all server machines. Wait
for the service to completely shut down before proceeding.
3. Log on to the server machine that needs to be synchronized.
5. If you have the optional central reporting feature, the OpenScape Contact
Center replication configuration options dialog box appears. Select Perform
other replication configuration tasks for high availability, and then click
OK.
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Synchronizing the administration data between the primary and central reporting server machines
6. Select Synchronize with the remote server machine, and then click OK.

service on all server machines.
8. Bring the HPPC Group online.
8.3 Synchronizing the administration data between the primary and central
reporting server machines
When the system is configured for high availability (warm standby) with central
reporting, you might encounter issues that require you to synchronize the
administration data between the primary server machine and the central reporting
server machine.
To synchronize the administration data between the primary and central

reporting server machines:
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Synchronizing the administration data between the primary and central reporting server machines

4. Select Synchronize administration data with the remote server machine,

select the primary server machine in the Remote server machine list, and
then click OK.
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Synchronizing the reporting data for high availability (warm standby) with central reporting
8.4 Synchronizing the reporting data for high availability (warm standby)
with central reporting
If you encounter issues with the historical reporting data, you can synchronize the
reporting data. For example, if you are missing data because there has been a
lengthy network interruption between one of the main server machines (primary
or backup) and the central reporting server machine, you can synchronize the
reporting data between the server machine and the central reporting server
machine. When you synchronize the reporting data on one server machine in the
cluster (primary or backup), you must synchronize the reporting data on the other
server machine, as well.
NOTE: Synchronizing the reporting data can take a very long time. We
recommend that you perform this procedure only when the issues with the
historical reporting data are unacceptable for your purposes.
NOTE: Before synchronizing, we recommend that you check the retention

periods on the central reporting server machine to ensure that they are not
shorter than those configured on the main server machine. If the retention periods
are shorter, you might lose some reporting data during the first data maintenance
time after synchronization.
To synchronize the reporting data for high availability (warm standby) with
central reporting:
2. Stop the OpenScape Contact Center AutoPA service on the central

reporting server machine. Wait for the service to completely shut down before
proceeding.
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Synchronizing the reporting data for high availability (warm standby) with central reporting

5. Select one of the following options, and then click OK:
• To synchronize the historical reporting data for only the current month and
the previous month (this option takes less time), do the following:
– Select Synchronize recent historical reporting data with the

remote server machine.
– In the Remote server list, select the server machine (primary or

backup) with which you want to synchronize.
• To synchronize all historical reporting data, do the following:
– Select Synchronize all historical reporting data with the remote

server machine.
– In the Remote server list, select the server machine (primary or

backup) with which you want to synchronize.
– Since this option can take a very long time to complete, you can
specify how long to run the synchronization. In the Run for box, type
the number of hours that you want to run the synchronization. After
this time period, the synchronization will stop, so that you can
continue at another time. The % complete value shows how much of
the synchronization process is currently complete. The progress bar
indicates the progress within the number of hours specified.
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Troubleshooting the replication configuration for high availability (warm standby)
• To continue a previous synchronization, select Continue to synchronize

all historical reporting data with the remote server machine, and then
specify the remote server machine (primary or backup) and the time to
run the synchronization, as described above.
6. Repeat steps 2 to 5 for the other server machine in the cluster.

AutoPA service on the central reporting server machine.
8.5 Troubleshooting the replication configuration for high availability

(warm standby)
The OpenScape Contact Center replication configuration application
(trcdbins.exe) performs a number of tests to ensure that replication has been
configured successfully. If you encounter issues with the replication configuration,
check the diagnostic files (named trcdbins.000, trcdbins.001... trcdbins.025) that
are located in the folder from which you ran the component. These diagnostic files
can help you resolve the most common replication configuration issues.
If the diagnostic files do not help you resolve the replication configuration issues,
you can perform the troubleshooting procedure described in Section 7.3,
“Troubleshooting the replication configuration for central reporting”, on page 63.
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Restoring the database
8.6 Restoring the database

This section describes how to restore the OpenScape Contact Center database
in a high availability (warm standby) environment.
On each server machine where you want to restore the database, you must
ensure that:
• The installed OpenScape Contact Center server software is still valid.
• The patch level of the server software matches that of the database to be
restored.
If you need to reinstall the OpenScape Contact Center server software or the
operating system, you must follow the procedure provided in Section 8.8,
“Replacing a server machine in the cluster”, on page 90.
8.6.1 Restoring the database on the server machine

that is in standby mode
This procedure describes how to restore the OpenScape Contact Center
database on the server machine that is in standby mode (normally the backup
server machine). Throughout most of this procedure, you can leave OpenScape
Contact Center running on the server machine that is in active mode. You only
need to stop the OpenScape Contact Center and OpenScape Contact Center
AutoPA services for a short time to synchronize the administration data between
the primary and backup server machines.
To restore the database on the server machine that is in standby mode:

1. Ensure that the server machine is in standby mode. If the server machine is
in active mode, use the Microsoft cluster application to move the HPPC
Group to the other server machine.
2. Using the Microsoft cluster application, pause the server machine.

AutoPA services on the server machine that you are restoring. Wait for the
services to completely shut down before proceeding.
6. Using the Microsoft cluster application, resume the server machine.
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Restoring the database
8.6.2 Restoring the database on the central reporting

server machine
This procedure describes how to restore the database on the central reporting
server machine only. Throughout most of this procedure, you can leave
OpenScape Contact Center running on the server machine that is in active mode.
You only need to stop the OpenScape Contact Center and OpenScape Contact
Center AutoPA services for a short time after synchronizing the administration
data between the primary and central reporting server machines.
When you restore the database on the central reporting server machine, the data
will not be synchronized with the primary and backup server machines. You must
decide if the reporting data is acceptable for your purposes, or if you want to
synchronize the data as described in Section 8.4, “Synchronizing the reporting
data for high availability (warm standby) with central reporting”, on page 84.
To restore the database on the central reporting server machine:

AutoPA services on the central reporting server machine. Wait for the
services to completely shut down before proceeding.
3. Synchronize the reporting data, only if required. For details, see Section 8.4,
“Synchronizing the reporting data for high availability (warm standby) with
central reporting”, on page 84.
4. If you decided not synchronize the reporting data in step 3, you must do the
following:
a) On the server machine that is in active mode (normally the primary server
machine), open a command prompt window, type the following, and press
ENTER:
trcdbins -activate
b) Synchronize the administration data between the primary and central
reporting server machines. For details, see Section 8.3, “Synchronizing
machines”, on page 82.
5. Start the OpenScape Contact Center and OpenScape Contact Center

AutoPA services on the central reporting server machine.
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Forcing a single server machine into service
8.6.3 Restoring the database on more than one server

machine
This procedure describes how to restore more than one instance of the
OpenScape Contact Center database on the primary, backup, and/or optional
central reporting server machine. You must stop the OpenScape Contact Center
and OpenScape Contact Center AutoPA services on all server machines for the
duration of this procedure.
To restore the OpenScape Contact Center database:


AutoPA services on all server machines. Wait for the services to completely
shut down before proceeding.
3. Restore the database on each server machine that needs to be restored. For
details, follow the procedure provided in Section 6.3.3, “Restoring the
database using the ontape utility”, on page 49, or Section 6.3.6, “Restoring
the database using the onbar utility”, on page 51, as appropriate.
5. If the system is configured for central reporting, synchronize the

administration data between the primary and central reporting server
machine. For details, see Section 8.3, “Synchronizing the administration data
8.7 Forcing a single server machine into service

The OpenScape Contact Center high availability (warm standby) solution uses a
majority node set quorum cluster that has two nodes (a primary and a backup
server machine) and a file share witness. If both the primary and backup server
machines in the cluster become isolated due to a communications failure, a
majority cannot be formed and the cluster will lose quorum. This causes the
cluster service and OpenScape Contact Center to be terminated. If this occurs,
you must manually force quorum on one of the server machines so that the
cluster can continue to function.
IMPORTANT: Before you perform this procedure, you must take action to ensure
that OpenScape Contact Center cannot become active on both server machines
(for example, disconnect the other server machine from the network).
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Replacing a server machine in the cluster
To force a single server machine into service:

1. Using the Microsoft cluster application, stop the cluster service on the server
machine.
2. Configure the cluster service “start parameters” option as follows:

/forcequorum <server machine name>
where <server machine name> is the name of the server machine.
3. Start the cluster service.
NOTE: Do not click OK or Apply before starting the cluster service because
this will overwrite the start parameters. Also note that the start parameters will
not persist after a restart.
8.8 Replacing a server machine in the cluster

If a server machine needs to be replaced, you must follow this procedure to add
the new server machine to the cluster.
IMPORTANT: A server machine in the cluster should be replaced only under the
guidance of your support representative.
NOTE: This procedure requires that you have a backup of all data on the server
machine. Ensure that the backup contains the server machine's System State
data, which includes items such as the registry and boot files.
Before you begin, you must:
• Ensure that the new server machine hardware is identical to the server
machine hardware that is being replaced. The new server machine must have
the same IP address and server name as the server machine that is being
replaced.
• Obtain a new license file for the new server machine. This is because the
System ID used for OpenScape Contact Center licensing is based on the
server machine hardware.
To replace a server machine in the cluster:

1. Restore all data on the new server machine using the most recent backup.
2. Using the Microsoft cluster application, pause the new server machine.
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Replacing a server machine in the cluster
3. Ensure that the network connections bind to the corresponding network card,
and that the network order and the TCP/IP bindings order are correct. The
network order is cluster private, customer, and then switch. When configuring
the network interface cards, the TCP/IP bindings order is different than the
network order. The customer network interface card must at the top of the
TCP/IP bindings list, followed by the cluster private network interface card,
and then the switch network interface card (if required).
4. Ensure that the patch level of the OpenScape Contact Center server software
matches that of the database to be restored.
5. Restore the OpenScape Contact Center database. For details, see Section
8.6.1, “Restoring the database on the server machine that is in standby
mode”, on page 87.
6. Using the Manager application, activate the license for the new server
machine. For details, see the Manager Help.
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Index
Index
Index
A restoring using onbar utility 51

administration data restoring using ontape utility 49
synchronizing for high availability (warm standby) scheduling 46
with central reporting 82 to a local drive (onbar) 51
Apache Tomcat version 19 to a local or network drive (ontape) 48
authentication, e-mail server 17 to a local tape drive (ontape) 47
documentation
B formatting conventions 7
backups, see database backups intended audience 7
providing feedback 8
C
central reporting E
about the replication buffer 55 e-mail message headers
managing the replication 55 custom required 11
replacing a main server machine 66 inserting custom 14
restarting the replication 60 e-mail reports feature, support for 17
resuming the replication 58 e-mail server 11
shutting down the replication 59 setting up a secure connection 16
suspending the replication 56 using authentication 17
synchronizing server machine clocks 55 error codes, for Web callback 38
synchronizing the reporting data 61
troubleshooting the replication configuration 63 F
config.properties Failover Cluster Management application 69
configuring on a Sun Java System Web Server 29
configuring on a Tomcat server 26
H
corporate e-mail server high availability (warm standby)
configuring 11 about the replication buffer 55
requirements 11 forcing quorum on a single server machine 89
setting up a secure connection 16 managing the replication 69
using authentication 17 replacing a server machine in the cluster 90
corporate Web server restarting all replication 79
Apache Tomcat version 19 restarting the central reporting replication after
configuring 19, 20 stopping 76
customized files and upgrading 19 restarting the replication after stopping 73
requirements 19 restoring the database 87
setting up a secure connection 32 resuming the central reporting replication 71
Sun Java System version 19 resuming the replication 70
supported operating systems 19 shutting down all replication 78
custom e-mail message headers stopping the central reporting replication 75
about 11 stopping the replication 72
inserting 14 suspending the central reporting replication 71
suspending the replication 69
D synchronizing administration data for central
data replication, see replication reporting 82
database backups synchronizing server machine clocks 69
full backups 46 synchronizing the data 81
incremental backups 46 synchronizing the reporting data 84
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Index
TCP/IP bindings order 91 replication

troubleshooting the replication configuration 86 managing for central reporting 55
HPWC.ini file managing for high availability (warm standby) 69
configuring 22 restarting after stopping for high availability (warm
enabling for SSL 32 standby) 73
troubleshooting issues 37, 38 restarting all replication 79
restarting for central reporting 60
I restarting for central reporting after stopping 76
IBM Lotus Domino deployment 15 resuming for central reporting 58
IIS server resuming for high availability (warm standby) 70
configuring the HPWC.ini file 22 shutting down all replication 78
configuring Web components 21 shutting down for central reporting 59
creating a virtual directory 22 stopping for central reporting 75
setting up a secure connection 32 stopping for high availability (warm standby) 72
testing VoiceXML integration 24 suspending for central reporting 56
testing Web callback 24 suspending for high availability (warm standby) 69
testing Web collaboration 23 troubleshooting for central reporting 63
IMAP4 protocol 11 troubleshooting for high availability (warm
Informix standby) 86
changing the password 44 reporting data
configuring the ontape parameters 46, 48 synchronizing for central reporting 61
using the onbar utility 51 synchronizing for high availability (warm standby)
using the ontape utility 47 with central reporting 84
IP connections, configuring for wallboards 9
ISAPI extensions 22 S
scheduled backups 46
J secure connection
Java Runtime Engine 38 for a corporate e-mail server 16
JSSE library 38 for a corporate Web server 32
server machine, shutting down for maintenance 43
L
SMTP protocol 11
LDAP directory, configuring for presence integration 42
SNMP support, methods 52
localizing Web components 34
SSDP Service Plug-in 43
Lotus Domino deployment 15
SSL
M enabling for a corporate e-mail server 16
Microsoft Cluster Administrator application 69 enabling for a corporate Web server 32
Microsoft Exchange deployment 12 enabling on a Sun Java server 33
MIME functions 11 enabling on a Tomcat server 33
enabling on an IIS server 32
O troubleshooting 38
OpenScape Contact Center password, changing 44 Sun Java System Web Server
OpenScape UC Application user account, configuring configuring and deploying the .war file 29
for presence integration 41 configuring Web components 28
editing config.properties 29
P setting up a secure connection 33
passwords, changing 44 testing Web callback 31
presence integration, configuring 41 testing Web collaboration 30
Sun Java System Web Server version 19
Q
synchronizing
quorum, forcing on a single server machine 89
administration and processing data for high
R availability (warm standby) 81
remote service access 43
A31003-S2290-S100-02-7620, 07/2016
Index
administration data for high availability (warm configuring 20

standby) with central reporting 82 configuring on a Sun Java server 28
reporting data for central reporting 61 configuring on a Tomcat server 25
reporting data for high availability (warm configuring on an IIS server 21
standby) 84 customizing 35
localizing 34
T setting up a secure connection 32
Tomcat server system requirements 19
configuring and deploying the .war file 25 Web browser requirements 19
configuring Web components 25 Web server
editing config.properties 26 Apache Tomcat version 19
setting up a secure connection 33 configuring 19, 20
testing VoiceXML integration 28 customized files and upgrading 19
testing Web callback 27 requirements 19
testing Web collaboration 27 setting up a secure connection 32
troubleshooting Sun Java System version 19
configuring Web server 37 supported operating systems 19
HPWC.ini file 37, 38 troubleshooting 37
replication configuration for central reporting 63
replication configuration for high availability (warm
standby) 86
SSL 38
Web collaboration 37
U
utilities
osccmseheaders 14
utilties
osccregistersnmpextension 53
V
virtual directory, IIS server 22
VoiceXML integration
testing on a Tomcat server 28
testing on an IIS server 24
W
wallboards, configuring 9
.war file
configuring on Tomcat server 25
configuring on a Sun Java System Web Server 29
Web browser requirements 19
Web callback
error codes 38
testing on a Tomcat server 27
testing on an IIS server 24
testing on Sun Java server 31
Web collaboration
testing on IIS server 23
testing on Sun Java server 30
testing on Tomcat server 27
troubleshooting 37
Web components
A31003-S2290-S100-02-7620, 07/2016

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OpenScape Contact Center Enterprise V9

System Management Guide

Our Quality and Environmental Management Systems are

Copyright © Unify Software and Solutions GmbH & Co. KG 07/2016

1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

4.6 Web callback error codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

8.7 Forcing a single server machine into service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

1 About this guide

1.1 Who should use this guide

1.2 Formatting conventions

IMPORTANT: Important notes draw special attention to actions that could

1.3 Documentation feedback

• Title: System Management Guide

• Order Number: A31003-S2290-S100-02-7620

IMPORTANT: Only properly trained personnel should configure a wallboard.

2.1 Before you begin

• If you have a Spectrum Serial Wallboard, you must obtain a serial-to-IP

• Obtain a static IP address for the wallboard.

2.2 Configuring the IP connection for a wallboard

IMPORTANT: Only basic configuration steps are provided. For detailed

To configure the IP connection for a wallboard:

2. Start the Lantronix Device Server Configuration Utility application.

3. On the File menu, click Search Network.

4. To search the network for an existing wallboard, do the following:

a) Click Start Search.

b) When the wallboard devices have been successfully located on the

5. Select the IP address of the wallboard you want to configure.

6. On the Tools menu, click Device Manager.

7. Click Web Configuration.

8. Click OK. This launches the Lantronix Web-Manager.

3 Configuring the corporate e-mail server

3.1 Corporate e-mail server requirements

• Microsoft Office 365

• Microsoft Exchange Server 2007, 2010, and 2013

• IBM Lotus Domino 8.0, 8.5 and 9

For more information on these servers, refer to the manufacturer’s

Ensure that the corporate e-mail server is configured as follows:

• Custom headers – The OpenScape Contact Center e-mail functionality uses

• Simultaneous connections – Ensure that the OpenScape Contact Center

• Virus checking software – Incoming e-mail messages and attachments

3.2 Planning the Microsoft Office 365 deployment

You must configure the following:

• User accounts - Create a new user account to be used by the OpenScape

3.3 Planning the Microsoft Exchange deployment

IMPORTANT: The Microsoft Exchange configuration should only be completed

You must configure the following:

• User accounts – Create a new user account to be used by the OpenScape

• Aliases (optional) – If required, configure additional SMTP e-mail addresses

• Throttling policy (Microsoft Exchange Server 2013) – When using

• Shadow redundancy (Microsoft Exchange Server 2013) – When using

3.3.1 Specifying custom headers (Microsoft

• Configure Microsoft Exchange Server to support authenticated SMTP. The

To specify custom headers:

2. Press ENTER to continue.

3.4 Planning the IBM Lotus Domino deployment

IMPORTANT: The Lotus Domino configuration should only be completed by a

Refer to the Lotus Domino Administrator Help for information on:

• Security for configured aliases

• Configuring SMTP routing

3.4.1 Compacting the database