This document describes the procedure for patching a Cisco Intelligent
Contact Management (ICM) Peripheral Gateway (PG) to work with a Nortel
Symposium Automatic Call Distributor (ACD) that has been upgraded to version
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There are no specific prerequisites for this document.
The information in this document is based on the software and hardware
The information presented in this document was created from devices in
a specific lab environment. All of the devices used in this document started
with a cleared (default) configuration. If you are working in a live network,
ensure that you understand the potential impact of any command before using
Follow the instructions below if you have not upgraded Symposium from
version 1.5 to version 3.0:
Determine a safe time to do the upgrade. This is usually during a
maintenance window, such as a time when the contact center is closed.
Stop the Symposium PG Services using Cisco ICM Service
If nbnmsrvc.exe is running on the PC
on which the Symposium PG runs, end the process (by opening a command prompt
and using the command kill
Please refer to How to Use
the Kill Utility if you are uncertain of its usage.
Exit from Cisco ICM Service Control and any other
Cisco ICM tools.
Upgrade the Symposium ACD to version 3.0 using a Nortel approved
Install the Nortel communication execution environment on the PC
the Symposium PG is running, as described in the Nortel document "Host Data
Exchange API Programmer's Guide," version 3.0.
When running the Nortel setup program, specify that you want to
install both Host Data Exchange (HDX) and Real Time Display (RTD), and specify
ANSI, not Unicode. The Nortel setup software is located on the Symposium Call
Center Server version 3.0 Client Installation CD-ROM.
When this is complete, proceed to the next
Follow the instructions below if you have already upgraded Symposium
from version 1.5 to version 3.0:
Obtain Hotfix #46 from the Cisco Technical Assistance Center
Note: The Symposium Peripheral Interface Manager (PIM) does
not interface with Symposium 3.0 without applying Hotfix #46.
Restart the computer on which the Symposium PG is
Install Hotfix #46 in order to replace the old Nortel version 1.5
HotFix #46 copies the replacement DLL files into the ICR\Bin
directory on the Symposium PG.
When asked to overwrite, click
Restart the Symposium PG.
The Symposium PIM should go active. If it does not, open a case
with the Cisco Technical Assistance