Support Headlines

This post provides advance notification of the lifecycle change for Call Center Manager (CCM) 6.0 for Meridian 1 / CS1000 and SIP Contact Center. A separate notice will be issued for CCM 6 connected to CS2×100 switches. This post applies to CCM Release 6 family of products, namely, Call Center Manager Server (CCMS), Call Center Manager Administration (CCMA), Call Center Multimedia (CCMM) and Call Center Outbound (CCO) and auxiliary products such as CCMS6 for MLS. This post also applies to localized versions of these products. Nortel will update their bulletin as additional dates for language packs becomes available

This advance notice is provided for planning purposes. These dates are in line with the currently published Nortel lifecycle policy. CCM 6.0 lifecycle dates are planned to ensure support and development resources are focused on current and forthcoming product releases, thus maximizing benefits in terms of features and technology for customers. This post also provides recommendations to customers currently using CCM 6.0. Lifecycle dates also changes levels of support provided for these products. This post provides overview of support levels for each of the lifecycle states.

Analysis:

Call Center Manager 6.0 Life Cycle Dates:

* As per Nortel lifecycle policy, Contact Center Manager 6.0 End of new sales milestone is 3 months after the replacement is available. Contact Center Manager 6.0 Localized versions ‘End of new sales’ date will be announced at the same time Contact Center Manager 7 language packs dates are announced.

Definitions

End-of-New-Sales Definition - “End of New Sales” lifecycle milestone. This milestone is set after the new release of the product is available, and serves formal communication of Nortel’s intent to stop new sales of the product. No further orders will be accepted as of the “End of New Sales” date. At ‘End of New Sales’ milestone, new sales of the product end. Dual stream ordering window, with ability to place “new” orders for the previous release ceases. Expansions of existing systems, e.g. adding additional agents or new optional features are available till “Manufacture Discontinue” milestone.

Manufacture Discontinue Definition - “Manufacture Discontinue” milestone serves as formal communication of Nortel’s intent to manufacture discontinue (MD) the product(s) noted. No further orders are accepted as of the MD date. Customers are expected to upgrade. Nortel Support limited to diagnostics. Product repair may be available on a case-by-case basis. In a MD state customers will NOT be able to place new orders, or upgrades to this release. Orders for upgrades and expansions within the Release are no longer available, and there will be no corrective content such as patches, SU’s, maintenance releases, etc provided. Documentation, training, and certification exams will also  not be updated. The MD of these products should not be interpreted as the discontinuance of any Nortel agreements to support the existing field population. Services to the existing product base will continue to be provided until the End of Life (EOL) date shown above.
End-Of-Life Definition - “End-of-Life” milestone serves as formal communication of Nortel’s intent to end the life of the product(s) noted. No further support will be provided. Emergency recovery and/or upgrades may be performed in accordance with customer specific service plans or upgrade agreements as negotiated prior to EOL. Customers are encouraged to upgrade.

Support Levels During Life-Cycle Phases

Customers are expected to purchase an upgrade to the current release to receive full support coverage from the Nortel Support and Design organizations.

For more information please see related document:
Enterprise Lifecycle Management Practice, Issue 3.3 June 2007.
http://www.nortel.com/support/programs/lifecycle/

Please be aware that after Manufacture Discontinue date, Nortel will not monitor and confirm applicability of any future Microsoft Security Hotfixes or Service Packs for CCM6.