Cisco Unified Intelligent Contact Management Enterprise

Introduction

This document outlines the steps required to install the Nortel-provided Software Development Toolkit (SDK) in a Cisco Intelligent Contact Management (ICM) environment when installing the Nortel Symposium and ICM Peripheral Gateway (PG). It is assumed that the ICM PG software is currently installed. Refer to the Contact Center Software documentation for information on PG software installation.

Prerequisites

Requirements

Before you attempt this configuration, ensure you are familiar with these requirements:

• Basic comprehension of Cisco ICM

• PG Installation and Configuration

• Basic comprehension of Symposium Call Center Server (SCCS)

• Regedt32

• Familiarity with Nortel PEPs (patches) and ordering

Components Used

The information in this document is based on the software and hardware versions below.

• Cisco ICM version 4.1.5 and later

• SCCS version 4.01.07, 4.02, and 5.0

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 it.

Conventions

For more information on document conventions, refer to Cisco Technical Tips Conventions.

Compatibility

You must have one of these ICM software releases on the Symposium PG in order to support Symposium 4.0 to Symposium 4.2:

• ICM 4.1, Service Release 5 (SR5), HF 239

• ICM 4.5, Service Release 1 (SR1), HF 64

• ICM 4.6, Service Release 1 (SR1), HF 127

• ICM 4.6, Service Release 2 (SR2), HF 45

You must install Host Data Exchange (HDX) 5.0 toolkit and Real Time Display (RTD) 3.0 toolkit, and have one of these ICM software releases on the Symposium PG in order to support Symposium 5.0:

• ICM 4.6.2, Service Release 4 (SR4), ES 1

• ICM 5.0, Service Release 8 (SR8), ES 19

• ICM 6.0, Service Release 1 (SR1), ES 25

SDK Install

SCCS 4.0

In order for the Cisco ICM PG to communicate with the Symposium RTD and HDX services, Nortel-provided DLL and executable files need to be installed on the PG. These DLL files and executables are part of an SDK that, if not installed, results in a non-active Peripheral Interface Manager (PIM).

Note: SDK is packaged by Nortel as a PEP (patch). You can order or download the patch from the Nortel Web site. Contact your Nortel representative for order information.

Procedures for the installation of the SDK in a Cisco ICM environment include:

• Install the SDK

• Copy Nortel files into the c:\icr\bin—Not required for ICM version 4.6.2, 5 and 6 with the recommended SR or ES.

• Modify the GeoTel Registry Key——Not required for ICM version 4.6.2, 5 and 6 with the recommended SR or ES.

Install the SDK

Complete these steps to install the SDK:

1. Use the ICM Service Control window to stop Cisco ICM services on the PG if services are on.

   Figure 1 – ICM Service Control

   

2. Insert the Nortel-provided CD.

3. Choose Start > Run from the task bar to display the Run dialog box.

4. Type d:\icmsdk\Setup to display the SCCS R3 Installation dialog box.

   Note: The letter d in the Step 4 command represents the CD drive. If your CD drive is labeled with a different drive letter, substitute the letter appropriate to your system in the command.

5. Use the SCCS R3 Installation dialog box, under the Select SDK Components section, to select both HDX and RTD Components (see Figure 2).

   Note: Leave the Install Path at the default of c:\Nortel\Client\En\Bin\

   Figure 2 – SCCS R3 Installation

   

6. Click Install.

7. Click Yes in the Confirm Install dialog box:

   Figure 3 – Confirm Install?

   

8. Click Yes in the Create Path dialog box:

   Figure 4 – Create Path?

   

   At this point, the install process creates the c:\Nortel\Client\En\Bin directory. The DLL files and executables are copied into this directory.

9. Click OK in the FINISH dialog box:

   Figure 5 – FINISH

   

10. Reboot the machine.

    For SCCS version 4.2, the installation is complete. For SCCS versions earlier than 4.2, you must use the procedures in the Copy Files into the ICM Directory and the Modify the GeoTel Registry Key section to copy files into the ICM directory and modify the GeoTel Registry.

Copy Files into the ICM Directory

Note: This procedure is not required for ICM version 4.6.2, 5 and 6 with the recommended SR or ES.

Several files are placed in the Nortel\Client\En\Bin directory. These three files must stay in this directory:

• msvcrt40.dll

• nbcomd.dll

• nbnmsrvc.exe

You must copy all other DDL files into the icr\bin directory; however, it is not harmful to copy all Nortel\Client\En\Bin directory files to the icr\bin directory.

Modify the GeoTel Registry Key

Note: This procedure is not required for ICM version 4.6.2, 5 and 6 with the recommended SR or ES.

Complete these steps to modify the GeoTel Registry Key:

1. Select Start > Run from the task bar to display the Run dialog box.

2. Type regedt32 in the Open field:

   Figure 6: Run

   

3. Drill-down to one of these registry keys:

   • Cisco ICM version 4.6.x and earlier:

     HKEY_LOCAL_MACHINE\Software\GeoTel\ICR\<inst>\
       PG1A\PG\CurrentVersion\PIMS\pim1\SymposiumData\Dynamic

   • Cisco ICM version 5.x and later:

     HKEY_LOCAL_MACHINE\Software\Cisco Systems, Inc.\ICM\<inst>\
       PG1A\PG\CurrentVersion\PIMS\pim1\SymposiumData\Dynamic

   Note: The above value is displayed in two lines due to space limitations.

4. Select Dynamic Key.

5. Select Edit > Add Value to display the Add Value dialog box (see Figure 7).

6. Type LoginUnconfiguredAgents in the Value Name field:

   Figure 7: Add Value

   

7. Select REG_DWORD from the Data Type drop down list box (see Figure 7).

8. Click OK to display the DWORD Editor box (see Figure 8).

9. Type 0 in the DWORD Editor box Data field:

   Figure 8: DWORD Editor

   

10. Click OK.

11. Close Regedt32.

12. Use the ICM Service Control Window to start ICM Services on the PG.

SCCS 5.0

Cisco recommends that you choose the default settings on all screens when you install the HDX 5.0 toolkit and the RTD 3.0 toolkit.

Complete these steps to install HDX 5.0:

1. Run the SCCS 5.0 HDX SDK setup program. The SCCS 5.0 HDX SDK Setup screen is displayed:

   Figure 9 – SCCS 5.0 HDX SDK Setup

   

2. Click Next. The Choose Destination Location screen is displayed (see Figure 10). The destination folder is C:\Program Files\Nortel Networks\HDXSDK.

   Figure 10 – Choose Destination Location

   

3. Click Next. The Select Components screen is displayed:

   Figure 11 – Select Components

   

4. Click Next. The InstallShield Wizard Complete screen is displayed:

   Figure 12 – InstallShield Wizard Complete

   

Install the RTD 3.0 Toolkit

Complete these steps to install the RTD 3.0 toolkit:

1. Run the SCCS 5.0 RTD SDK 3.0 setup program. The Welcome screen is displayed:

   Figure 13 – Welcome

   

2. Click Next. The Choose Destination Location screen is displayed (see Figure 14). The destination folder is C:\Nortel Networks\RtdSdk.

   Figure 14 – Choose Destination Location

   

3. Click Next. The Setup Type screen is displayed:

   Figure 15 – Setup Type

   

4. Click Next. The Setup Complete screen is displayed:

   Figure 16 – Setup Complete

   

5. Click Finish to complete the installation.

Related Information

• Technical Support & Documentation - Cisco Systems