ilink - Microsoft Lync ShoreTel CSTA Advanced Troubleshooting
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1. Shorelel elink computer meets telephone Brilliantly simple Advanced Troubleshooting Guide for ilink Microsoft Lync 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone While the information in this publication is believed to be accurate ShoreTel and ilink make no warranty of any kind with regard to this material including but not limited to the implied warranties of merchantability and fitness for a particular purpose Neither ShoreTel nor ilink shall be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing performance or use of this material Information in this publication is subject to change without notice COPYRIGHT NOTICE No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means photocopying recording or otherwise without prior written consent of ShoreTel and ilink No third party intellectual property right liability is assumed with respect to the use of the information contained herein ShoreTel and ilink assume no responsibility for errors or omissions contained in this book This publication and all features described herein are subject to change without notice Copyright 2008 2014 by ilink Kommunikationssysteme GmbH All rights reserved Copyright O 2008 2012 2014 by ShoreTel Inc All rights reserved All products or services mentioned2. e CSTA Server is not up and running e CSTA Server is configured with a wrong port number The Call ID and the CSeq fields are very useful for tracing the flow of the SIP messages within other logfiles from the Lync Server because these attributes are used to correlate requests and responses 27 1elink Advanced Troubleshooting Guide for ilink Microsoft Lync ShoreTel CSTA Server computer meets telephone 8 3 CSTA Logging The logfiles of the CSTA Server and its associated components are used primarily by ilink to narrow down internal CSTA server issues However ilink TAC might request that CSTA server logging be enabled to help diagnose a problem Logging is enabled and configured via the CSTA server s configuration file Default conf which is normally located in the folder ProgramFiles ilink ShoreTel CSTA Server Config This file contains key value pairs The keys that control logging are as follows default values are specified cstaLogEnabled 0 O gt off 1 gt on interfaceLogEnabled 0 y Do S oi IL gt 0 debugLevel 0 0 gt off 9 gt max logFileMaxSize 10000 log file will be rotated at this size kB logFileMaxBackups 5 number of rotated log file to preserve By default the logfiles generated by the CSTA Server and its associated components are found in the folder ProgramFiles Wlink ShoreTel CSTA Server Logs The following log files are created Sys log TeamCall Startup Shutdown licensing te
3. PBX and is used for this purpose The default value enterprise is used when extension numbers are used as Line URI numbers of the Lync users setsignalhandler 1 For debugging only in the case a crash occurs O don t create a coredump 1 create a coredump TeamCall CA ShoreTel Settings The configuration file of TeamCall CA ShoreTel is named ca _config properties lt contains the following keys Default Comment 26001 The listener port nettspi hostname 127 0 0 1 The IP address of the host where the TeamCall LinkTSP service is running By default this is the loopback address because it is on the same host as the TeamCall CA ShoreTel service nettspi_ port 20000 The port of the TeamCall LinkTSP service TeamCall LinkTSP Settings The configuration file of TeamCall LinkTSP is named LINKTSP INI lt contains the following keys Key Peal TeamCall CA ShoreTel and TeamCall LinkTSP Logging Settings The TeamCall CA ShoreTel and TeamCall LinkTSP share a common configuration file that controls logging behavior named log4j config xml This is an XML file that contains key value pairs using XML tags The key Threshold appears once for each component once per Rolling file appender To change the level of detail in the log files produced change the value of these keys Default Comment AA Threshold INFO Logging level The default INFO will log general information warnings and errors To captur
4. 25 A PP e noacueannsssareasecantaeaieyaeeens 27 gt ESTA LOCO ont arias nana 28 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 1 Introduction This document assumes familiarity with the documentation describing product installation and configuration e ShoreTel CSTA Server Planning and Installation Guide e Microsoft Lync Server 2010 Deployment Guide or Lync Server 2013 Deployment Guide Read these documents carefully as they provide enough information to find and fix the most common issues This document is intended to be used as an advanced troubleshooting guide for administrators and support professionals with experience in troubleshooting MS Lync 2010 and 2013 environments It suggests strategies and techniques for resolving problems with deployments of ShoreTel CSTA Server with a specific focus on Lync Server 2010 The following terms and abbreviations are used in this document Term Definition Lync FE Microsoft Lync Server 2010 2013 Lync client Microsoft Lync desktop PC client CA Connectivity Adaptor LinkTSP Link TAPI Service Provider AD Active Directory DVS Distributed Voice Server also Known as a TAPI Application Server 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server 2 The Environment Various components are involved in the process of integrating the CSTA telephony capabilities Remo
5. in this manual are covered by the trademarks service marks or product names as designated by the companies who market those products ilink Kommunikationssysteme GmbH Charlottenstrasse 4 10969 Berlin Germany 49 30 285 26 0 www ilink de en August 2014 Software release 1 5 document revision 2 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server Contents a nn rn e OU CO 4 A a io E nection acess accbenceieeteeseesaractecatecssuae ee 5 5 IMOUDISSIOO EINE SAO alisios ta 6 sl ESE Pone Mtro arta lRpicttiOaN 6 32 MUL PRONE INteera ON tandas to Disc 6 3 3 Ruling Out User Error Dialing Formats miro Ai 6 PAV ANG A BOS 01 CS arar urine A E A 7 Es WO AOS S rote tone 9 Does led ie APP EEES o ya 9 5 2 CSTA Server Service s Not RUNNINE sisi ar lolis 10 5 5 Invalid Device Extension IVIOMILON siii aci 11 Diy Wrong Listener Port Eon Raco Ns AT EEEE TE T 11 5 5 Listener Port Already In Use by Another Proce ccccsscccseccsseeeseccesecencesseceenccsuceeeeeeeuceeeeeeneeeneeseeeseeeeseenses 12 5 6 Requests from the Lync FE are Blocked sidonia di 12 a EEE E e o OO E 0 O T A A 13 e MONTO POIN S EXCO dE U a a E E bass neadanetaeuehassnecneiaeh wedoseoaceecsoaesaedes 13 S9 Server Por Cascading Falu neones Ea 14 A E PR O o OO E A tena 16 IC o O O O O PE O E RA 21 6 1 No Matching Routing Table RUNG sicsmannicinas rs rd ii 21 FAAP DV INO SU C5 circo aso 22 LO anna 25 o LL ME SE verlo ME a aa
6. le Cacle cesa manna wel routing table rule RESUIE COCs ME IS IS NONE ld IU SiS Stent lb UN Sao ee eo ici o Eon es es VvoUne SOM acia Com E O SIP Call ID 19c4aacda45340a3b58eb9d602b2c073 STES Cocog INVITE Data user johns dvml csta yourcompany com Solution Change the static routing rule or change the SIP URI for the user in this example there was no routing rule for dvm1 csta yourcompany com 21 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 7 TAPI Diagnostics The ShoreTel CSTA Server takes advantage of ShoreTel PBX support for Microsoft Telephony Application Programming Interface TAPI to exchange call control service requests and events The TeamCall LinkTSP service connects to the ShoreTel TAPI service provider using the TAPI Service Provider Interface TSPI The Telephony Management Service TMS application service which runs on every ShoreTel server connects the ShoreTel TAPI service provider to the rest of the ShoreTel distributed PBX When TMS starts up it creates a TAPI line device for each endpoint in the Shore Tel system Access to these TAPI lines is provided through ShoreTel Remote TAPI Service Providers RpcTsp tsp and RpcTspX tsp The ShoreTel CSTA Server has access to these TAPI lines and receives new calls call state information and line device information from TMS via RpcTspX tsp thus allowing it to monitor all of the ShoreTel extensions To v
7. map references to external numbers between DID numbers and digit sequences that can be dialed by the PBX The first column contains characters to match with an external number including country code The second column contains digits to substitute in order to form the corresponding dialable sequence Note All entries are evaluated in the order they appear in the DialPlan conf file For translation to occur correctly make sure that every entry is in the correct order from most specific to least specific Translating Numbers Received from uaCSTA Clients Telephone numbers received from a uaCSTA client are first examined to determine if they are already dialable extension numbers based on their length or On Net Dialing extensions based on their prefix If so no translation is required Otherwise these numbers are processed by matching the leading characters of the telephone number provided with an entry in the first column of the Extension Translation Table If a match is found the matching portion of the provided telephone number is replaced with the digits found in the corresponding entry in the second column The examples below illustrate the substitution process for mapping to extension numbers Number Provided Resulting Extension E MORSE 2 haness51 fso pra0Bss51234 560234 LC O ESE siqoesssi234_ fese iT40B55T294 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server I
8. agnostics Note Note Note The ShoreTel CSTA Server consists of three subcomponents e TeamCall CSTA Server the CSTA Server e TeamCall CA ShoreTel Connectivity Adaptor e TeamCall LinkTSP TAPI bridge Each of these software components runs as a distinct Microsoft Windows System Service so first check to be sure that all of these services are up and running this is explained below The term CSTA Server generally refers to the top level component which is the TeamCall CSTA Server system service The other two components TeamCall CA ShoreTel and TeamCall LinkTSP do not expose public capabilities and are only used internally by the TeamCall CSTA Server component 5 1 Diagnostic Session Facilities The CSTA Server has two built in diagnostics session facilities Both of them are accessible using a standard Telnet program such as the one included with the Microsoft Windows operating systems In the examples of Telnet use in this manual the address of the server is specified as the loopback address localhost to illustrate Telnet running on the same host as the CSTA server Telnet could be running on an computer with network access to the CSTA server which would then be identified by its IP address These examples also use the default value of the CSTA server s port number which is 26535 A different port number can be configured for the CSTA server by changing the appropriate entry in the CSTA server s Default c
9. e 1 Phone Integration Not Enabled In this case the Lync client shows an error notification icon at the bottom right corner of the window Figure 2 Kurt Kruger Available Set Your Location a gt 2 Find a contact or dial a number Groups Status Relationship 4 All Contacts 0 0 To add contacts drag from another group or add from sea 4 Frequent Contacts Ed A Hayes Available F No Phone System Connection Click to display details Figure 2 Phone System Error More information about the error is displayed via the info icon Clicking on the Notification item will open a window with more detailed information about the error 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone Fail State 2 Phone Integration Enabled but Phone System Error Occurred In this case the Lync client also shows an error via the info icon at the bottom right corner of the window Symptoms of this scenario are the Info icon indicates a failure No Phone System Connection Cause Lync or CSTA environment not properly configured Solution Verify Dial plan in CSTA server Verify client is pointed at the right trusted application pool Verify the static routing configuration is correct Verify that the CSTA Services are running on the CSTA Server host 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server 5 CSTA Di
10. e all debugging information change this value to DEBUG To stop all logging change the value to OFF 17 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 18 Dial Plan Settings for uaCSTA Clients The ShoreTel CSTA Server provides a telephone number mapping function for clients using the uaCSTA protocol such as Microsoft Lync software Mapping or translation of telephone numbers is controlled by the DialPlan conf configuration file The Default conffile provides extension length and On Net Dialing prefix values DialPlan conf contains two tables each with two columns of values The first columns of both tables start in the first character position and the second columns start after a run of tabs and or spaces The first table is known as the Extension Translation Table and it starts after a line that reads Extension Translation Table The entries in this table tell the gateway how to map references to internal extensions between DID numbers and extension numbers that can be dialed by the PBX The first column contains characters to match with an external number including country code The second column contains digits to substitute in order to form the corresponding extension number The second table is known as the External Translation Table and it starts after a line that reads External Translation Table The entries in this table tell the gateway how to
11. eading digits of the extension then replace the matching digits with the digits in the first column and match the result against the correct telURI If any converted number doesn t match confirm that the telURI entered into Lync was valid If so the DialPlan conf file is the source of the problem Solution Manually correct the DialPlan conf file by reordering or correcting existing entries deleting invalid entries and or adding missing entries then restart the CSTA server components 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server 6 Lync Diagnostics Note The majority of phone integration failures result from mistakes in Lync configuration Always begin with a simple check of the following Host Routing and authorization settings which are global settings IP address and port correct Replace URI checkbox enabled Matching routing table rule correct User specific phone settings which are as the name implies personal settings Is the telURI entered correctly If this check does not lead to a solution than the usage of the Lync logging tool is to be considered Lync logging has to be explicitly enabled The examples in this illustration all refer to an Lync log file generated as documented in Section 8 1 Lync Logging below 6 1 No Matching Routing Table Rule Symptom The message flow in the logfile is similar to Tests Nola reis lese soeces ce mere dey OWN
12. ector MainFrame asp vw ty Xx Pe 5 ShoreTel B ww shoreware Director T D dn Page Tools z ShoreTel Distributed Server Maintenance Last updated 2 25 2009 3 19 00 PM GMT 08 00 refresh Help on 10 10 0 10 Local time 2 25 2009 3 19 40 PM GMT 08 00 Shore Ware Director Build 14 5 5403 0 Logoff Juan Rubio Ex Go to Quick Look Page Administration A Users Name Status e Trunks 4 Communication OK IP Phones TAPI e Switches gt a e Call Control Notification OK Voice Mail SMTP Send OK Auto Attendant Menus Workgroups Go to All Services S Schedules Call Manager Service Description Status Command System Directory ShoreTel CSISSVC ShoreWare CSIS Server Running Application Servers e IM Servers 4 ShoreTel CSTAInk ShoreTel CSTAInk Running e Sites ShoreTel CSTAsrv ShoreTel CSTAsry Running System Parameters 4 ShoreTel DBUpdate Svc ShoreWare Remote DBUpdate Service Running e Preferences 4 ShoreTel DRS ShoreWare Distributed Routing Service Running e e ShoreTel DTASSvc shoreWare Distributed Telephony Application Running Maintenance Service e Quick Look 4 ShoreTel EventSvc ShoreWare Event Service Running Voice Mail Servers 4 ShoreTel EventWatch ShoreWare Event Watch Server Running e Switch Connectivity e Conference Ports 4 ShoreTel IPCS ShoreWare IP Phone Configuration Service Running Event Log 4 ShoreTel IPDS ShoreWare IP P
13. eplaced with the entry found in the corresponding first column These examples illustrate the substitution process 11987 14085551987 589123 14085551123 14082851285 14085551234 Telephone numbers received from the PBX that correspond to external numbers are converted to DID numbers by matching the leading digits of the external number with an entry in the second column of the External Translation Table If a match is found the matching portion of the number is replaced with the digits found in the corresponding entry in the first column If no match is found then no translation is performed If all the digits in the second column match the external number then all the digits are replaced with the entry found in the corresponding first column These examples illustrate the substitution process First Column External Number Resulting Number a O O e 1 1 yi o 4085551987 14085551987 19 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 20 Configuring Dialplan for On Net Dialing If the On Net Dialing feature is enabled additional entries in the Extension Translation Table are needed As described above the CSTA Server determines if a number is an extension number or an externalnumber based on its length Telephone numbers too long to be extension numbers are considered external numbers unless they start with one of the On Net Dialing prefixes configured in the Default co
14. f no match is found in the Extension Translation Table then the matching process is repeated using the External Translation Table The leading characters of the provided telephone number are matched with an entry in the first column of the External Translation Table If a match is found the matching portion of the provided telephone number is replaced with the digits found in the corresponding entry in the second column These examples illustrate the substitution process for mapping to a dialing sequence for an external number First Column Second Number Resulting External Column Provided Dialing Sequence 14085551234 9 14085551234 1 9 sos s5234 ora08ss1234 amos INES EEES 12125551234 812125551234 Translating Numbers to be Delivered to uaCSTA Clients Telephone numbers received from the PBX are first examined to determine if they are extension numbers based on their length or On Net Dialing extensions based on their prefix If so numbers are converted from extension numbers to numbers in international format by matching the leading digits of the extension number with an entry in the second column of the Extension Translation Table If a match is found the matching portion of the extension number is replaced with the digits found in the corresponding entry in the first column If no match is found no translation is performed If all the digits in the second column match the number in question then all the digits are r
15. glal is oneOle ec In the example above an attempt is made to start a monitor on extension 3000 but the invalidMonitorObject reference in the response indicates that there is no extension 3000 that can be monitored on the PBX 5 4 Wrong Listener Port Configuration Using Telnet on the DVM host that is the computer where the CSTA Server is running enter the following note that the characters SuperVisor that you type will not be echoed back on the screen you ll be typing blind telnet localhost 26535 connects to the CSTA Server SuperVisor login to a SuperVisor session Sole AAC SIUC SS Sa Sieur response indicates success BYE disconnects from session If an error message such as connection refused or something similar appears the port is probably not 26535 Please check the configuration The login port may be manually configured via the setting LloginPort inside the Default conf configuration file 11 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone Note 12 5 5 Listener Port Already In Use by Another Process Using Telnet on the DVS host that is the computer where the CSTA Server is running Type the following again the word SuperVisor that you type will not be echoed back on the screen If the response is neither connection refused nor error ind SUCCESS SuperVisor then it is very likely that another process is listening on 26535 To confirm this shutd
16. he Lync Server 2010 host Click Start gt Microsoft Lync Server 2010 gt Lync Server Logging Tool to launch the logging application Figure 9 Lync Server 2010 Logging Tool Logging Options Global Options Components Level Log File Options z Rr Fatal Errors Type Maximum Size gsDeployment pi Circul C RasDeploymentLibrary C Errors is 20 MB C RasDiagnostics o Sequential C RasHostingFramework C New File C RasMatchMakingService Information C RasPerformanceLibrary cy erbose C Routing_Data_Sync_4gent Real Time Options l Enabled T Display only ii Append to log file C Server gent Y TF_COMPONENT Filter Options O ServerConfiguration Y TF_PROTOCOL C ServerTransport daptor m TFD IAG l Enabled Edit Clear o OS Y All Flags Include Filters ac C SIPStackPerf C SpeechComponent C Speech xmlComponent C Translation pplication O UCMA Workflow C UserPinService C UserServices Log File Folder C Windows Tracing Browse Start Logging View Log Files Analyze Log Files Advanced Options Exit Help Exclude Filters No active log session Check the components you wish to log in the list on the left For each checked component configure the log level and flags for that component Click Start Logging button to start logging the checked components with the configured level and flags Figure 9 Lync logging tool window Inside the Logging Tool window the follo
17. hone Display Service Running g Services 4 ShoreTel MailServ ShoreWare Voice Mail Message Server Running Event Filters 4 ShoreTel PortMqr ShoreWare Voice Mail Port Manager Running v A ShoreTel_Remontel nn Sur Chnarallilara Damnta nanina Carnrina Dinninr mi v lt gt Done Internet 100 Figure 3 ShoreTel Director Quick Look Distributed Server Maintenance Page 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server If these services must be manually restarted you should use the following sequence for start up 1 TeamCall LinkTSP 2 TeamCall CA ShoreTel 3 TeamCall CSTA Server This sequence is recommended but not strictly required since all of these services have built in automatic synchronizing and recovery capabilities The use of this sequence will decrease the time needed to synchronize between these components and the availability of the system is reached much faster 5 3 Invalid Device Extension Monitor Login via STLI session telnet localhost 26535 connects to the CSTA Server STLI login to an STLI session Assuming that you want to use the device 3000 than you could use the MonitorStart command MonitorStart 3000 starts monitor on x3000 If the MonitorStart command responds with an error indicating an invalidMonitorObject then you are using an extension number that does not exist or is invalid Sic oie es Litem ous Clee iene Om E A ny SelM on
18. iew the properties of the ShoreTel Remote TAPI Service Provider open the Phone and Modem Options tab in the Windows Control Panel then from the Advanced tab select ShoreTel Remote TAPI Service Provider and click on the Configure button ShoreTel Remote TSP X Device G Provider ID 33 Sever localhost Login AAA Password Owned Numbers Monitored Numbers Provider Status Connection type ShoreT el Application Server Server localhost 10 3 0 33 Login ShoreT el Connect 3 09 30 PM 2 24 2009 Devices 173 lines 124 phones Refresh Save As Provider Usage Use this service provider enable OK Cancel oply OK Figure 5 Shore Tel Remote TSP Properties 22 1elink computer meets telephone Advanced Troubleshooting Guide for ilink Microsoft Lync ShoreTel CSTA Server Note On a properly installed ShoreTel DVS the Shore Tel Remote TAPI Service Provider status should appear as shown in Figure 5 The Application Server and Server parameters are grayed out The Login will be ShoreTel and no other parameters are defined The Provider Status will display the server s localhost IP address verify that this is the correct IP address In addition verify that the Devices status shows the appropriate number of lines and phones and that the Provider Usage is set to enable Several diagnostic steps involve observing the exchange of instructions and events between the PBX and the sy
19. lution Ping end to end then verify with your network administrator that there aren t any network rules or policies that prevent access Change firewall rules to allow TCP connections from the Lync host to the DVM host for the specified port 5 7 License expired Use the License command of a SuperVisor Telnet session to check the license This command responds with information about the installed license If the license command indicates an expired license please contact your ilink sales representative to obtain a new license file Install a valid license for the CSTA Server by copying and pasting it into the CSTA Server Default conffile or by using the License Tool application 5 8 Monitor Points Exceeded To check how many monitor points are actually in use utilize the ShowDeviceMonitors command after starting a SuperVisor session using Telnet This command lists all the monitored devices each of them consuming a single license When a device is already monitored and another monitoring request for the same device is received by the CSTA Server it does not consume a new license The number of active monitors for a given extension is indicated by the observers value In this example there are 8 used 13 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 14 monitors 1000 1007 requiring at least 8 licenses however there are a total of 13 active monitors because there are 5 observers on exten
20. nf configuration file see above If On Net Dialing is configured then the extension numbers used in the mapping process will consist of the On Net Dialing prefix followed by an extension number of the standard length and the Extension Translation Table must contain appropriate entries For example a PBX is configured to use 3 digit extensions and an On Net Dialing prefix of 589 All extensions associated with that prefix are associated with the DID range 408 555 1xxx In this case the On Net Dialing prefix 589 would be added to the list of On Net Dialing prefixes configured in the Default conf file and there would be an entry in the Extension Translation Table of the Dialplan conf fie with 14085551 in the first column and 589 in the second column This example is also illustrated in the second rows of each of the two sets of Extension Translation Table examples above Troubleshooting DialPlan conf To confirm an issue with the DialPlan conf file 1 Prepare a list of valid extensions and their corresponding telURIs as entered into Lync settings 2 Open the DialPlan conf file with a text editor 3 For each telURI scan the first column in DialPlan conf and find the first entry that matches the leading digits of the telURI then replace the matching digits with the digits in the second column and match the result against the correct extension 4 For each telURI scan the second column in DialPlan conf and find the first entry that matches the l
21. nfiguration e User specific settings like telURI User is set up for Remote Call Control e Check CSTA settings e General system availability e Licensing e Valid extension 3 2 Initial Phone Integration Choose a bottom up approach e Check CSTA settings e General system availability e Licensing e Valid extension e Check Lync Server settings regarding RCC remote call control e Global settings like static routing trusted application e If Lync user specific settings like Line URI are in canonical format 14085551212 corresponding Extension Translation Table entries need to exist in DialPlan conf e Remote call control must be enabled Line URI sip callcontrol W lt domain gt com 3 3 Ruling Out User Error Dialing Formats Users may complain that they are unable to dial certain numbers Before commencing troubleshooting of the configuration first confirm that the user is entering the numbers to be dialed correctly and that numbers entered into directories and databases being used are correctly formatted Lync numbers must be in a canonical format for example 14085551234 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server 4 Lync Diagnostics The Lync client knows three different states regarding the phone integration The two failure states are immediately reflected by visual feedback within the GUI but in the normal state there is nothing visible in the Lync client Fail Stat
22. nfiguration files be overridden 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server Remote Server e g DVS Lync FE Server DVS IP Address loginPort 26535 TeamCall CSTA Server Routing IP DVS IP Address CSCalinkPOrl server port Routing Port LoginPort Authorized IP DVS IP Address server port 26001 TeamCall CA ShoreTel CSTA TAPI Connectivity nettsp port Leagintore loginPort 26000 TeamCall LinkTSP TAPI Link gt d e Is o E IE A o a O a O E O a O E O a O SNS ShoreTel Telephony Service Provider Figure 4 Cascading TCP ports 15 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 5 10 Configuration Files By default the configuration files for the CSTA Server components are stored in the directory ProgramFiles ilink ShoreTel CSTA Server Config Note You do not usually need to modify these files as the CSTA Server installer already properly configures them for a typical situation Note Asa best practice you should always create a backup copy of a configuration file before 16 modifying it TeamCall CSTA Server Settings The configuration file of TeamCall CSTA Server is named Default conf lt contains the following keys cstaLinkAddress cstalinkPort onNetPrefixList maxExtensionLength 5 Default Listener Port This port is to be used in the Lync routi
23. ng settings Default is empty demo mode with 1 monitor Otherwise a hexdump on a single line with encrypted licensing data Maximum size of a log file in KB This size is limited only by file system constraints A recommended value is 10240 10 MB 2 Number of log files to keep during log rotation This number is limited only by file system constraints The recommended range is 0 to 30 O debug logging switched off 27 0 0 1 The IP address of the host where TeamCall CA ShoreTel service is running By default this is the loopback address because it is on the same host as the TeamCall CSTA Server service 26001 The listener port of the TeamCall CA ShoreTel Note this port is explicitly set to 26001 during the installation List of prefixes used if ShoreTel On Net Dialing feature is activated All prefixes are listed on a single line separated by semicolons By default this is empty Note Configuring the CSTA server for On Net Dialing also requires making corresponding entries in the Dialplan conf file see below Maximum number of digits in an extension number Should be set to 3 4 or 5 100 Ez TU Ce 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server rfc2806PrivateContext enterprise Private Context string used to construct RFC2806 telURIs for extension numbers that have no corresponding DID number The DID Prefix entered during installation is unique to the
24. onf configuration file This is described later in this manual The SuperVisor Session The SuperVisor session can be used to check licensing PBX reachability and version information telnet localhost 26535 connects to the CSTA Server SuperVisor login to a SuperVisor session BYE ends a SuperVisor sessions 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 10 The STLI Session The STLI session can be used to check basic telephony features e g device monitors telnet localhost 26535 connects to the CSTA Server STLI login to an STLI session BYE ends an STLI sessions Note The Windows Telnet client has some restrictions e Special keys do not work e g if you have a type a command you cannot use the backspace key for corrections because the backspace character would become a part of the command e There is no initial prompt You have to start your diagnostic session by blindly typing the appropriate command STLI or SuperVisor 5 2 CSTA Server Service s Not Running The CSTA Server consists of three subcomponents which run as Windows System Services These three services must be up and running Use the Microsoft Windows Services Panel or the ShoreTel Director Quick Look Distributed Server Maintenance Page to check the status of these services ShoreWare Director Windows Internet Explorer 6 EJ S http svicorphq shoretel com shorewaredir
25. own the TeamCall CSTA Server process and try this Telnet test again If the same response is received then you are sure that another process is using port 26535 Solution Either shut down the other process or if this is not possible choose a different listener port for the CSTA server via the loginPort setting inside the Default conffile and restart the TeamCall CSTA Server process We recommend that you use Netstat a built in Microsoft Windows Networking tool capable of displaying all listeners and their related program binaries This might help you to identify the other process which occupies the 26535 port Be aware that the netstat command runs extremely slowly in conjunction with the b parameter 5 6 Requests from the Lync FE are Blocked Login to the Lync host that is the computer where the Lync Server is running Lets assume that the DVS host that is where the CSTA Server is running has the IP Address 10 99 0 10 Type Note that the word SuperVisor that you type will not be echoed back on the screen you ll be typing blind The SuperVisor login command should respond with the message If you are seeing a connection refused error message or something similar it is very likely that there is a network connectivity issue or a firewall preventing connections from the Lync front end to the DVS host for the specified port 1elink computer meets telephone Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server So
26. s into a text file 26 1elink computer meets telephone Advanced Troubleshooting Guide for ilink Microsoft Lync ShoreTel CSTA Server Note 8 2 Lync Client Logging Lync Client logging needs to be explicitly enabled as follows 1 Sign into the Lync client and in upper right hand menu click the Tools dropdown then select Options 2 Select the General tab 3 Click on the Lync client logging and make sure to check the box to enable it 4 Save changes then sign out of the Lync client and resign in again to trigger the logging A log file is produced now This log file is stored as C users username Tracing Communicator uccp 0 uccplog Example content of the uccplog file OS OL AI AS O ANO 22 SIP 2 0 0 Serveer tlime om Autoen aeron Into Kerberos ESpauth SOZ2306097AS643360F IZ0R0Z02Z0 LOM OUP PERE adan ES B MOS AA SAS MO le SS O e OFEDE maa qop auth targetname sip Lync yourcompany com realm SIEP COMITE SIE LaS Erom cip Admine your compan Com tag 9465077712 epud 0a6 aces 70 TO lt sijos ce OnE ro a am Ee ea oa e Onpa Colm ea a o NA AOO EO TE SL ODIO aS Call ID 82fbde0b79474eba9b6f09414d333191 CSeq 1 INVITE The above example illustrates a scenario where the remote CSTA server cannot be reached for one of the following reasons e Wrong static route verify from Lync powershell command Get CsStaticRoutingConfiguration e Network connectivity or firewall problem between Lync FE and CSTA host
27. s telephone amp Phone Dialer File Edit Tools Help Number to dial Speed dial Figure 7 Phone Dialer window To test dialing functionality 1 To place a call to another extension enter a valid extension in the Number to dial field 2 Press the Dial button and you will see the Dialing window as in Figure 8 below Note If you wish to place a call to an external number you must use an appropriate trunk access code followed by the full number including country code You cannot use a a number like 14085551212 here Note Ifthe TAPI phone dialer does not respond to the Dial command or shows an error then there is probably something wrong with the ShoreTel system TAPI or a communication problem Please refer to the appropriate ShoreTel Maintenance Guide or contact your service provider or ShoreTel s Technical Assistance Center Currently dialing 113 Figure 8 Dialing window 3 Press the Hangup button to end the call and close the Phone Dialer application by closing the application window or by selecting Exit from the File menu 24 1elink computer meets telephone Advanced Troubleshooting Guide for ilink Microsoft Lync ShoreTel CSTA Server 8 Logging The Lync Server 2010 the Lync 2010 client and the ShoreTel CSTA Server generate log files that can provide useful troubleshooting information 8 1 Lync Server Logging The Lync Server 2010 logging function is enabled from the console of t
28. sion 1004 and 2 observers on extension 1001 If you suspect that the number of monitored devices allowed by your license has been exceeded you can directly attempt to start monitoring a device that is not yet being monitored using an STLI session For example telnet localhost 26535 STLI E Cie aig Cl UC neo Liat MonitorStart 1000 If the MonitorStart command responds with an error that references LICENSEERROR MONITORINGPOINTSEXCEEDED it means that you do not have a license with permission for enough monitored devices Sino EEEE Or EMON TOR TTNG ROTTE EAS E Y KEE Oe OE See Solution Obtain a new license file with a larger monitor limit Replace the existing license with the larger license by copying and pasting it into the CSTA Server Default conf file or by using the License Tool application 5 9 Server Port Cascading Failure ShoreTel CSTA server functionality is based on three separate subcomponents These components are cascaded together via TCP IP sockets Usually you do not have to change any of these ports The installer chains up these ports correctly using the default values as shown in Figure 4 Figure 10 shows the keyword entries in the configuration files for each component and the default values Installations should reserve the default ports of 26000 26001 and 26535 for the ShoreTel CSTA Server Only if it is essential that another process use one of the default ports should the default port settings in the co
29. stem running the ShoreTel CSTA Server through this TAPI service provider Diagnostics are done on the same host where the CSTA Server is running Use Microsoft s Dialer exe application usually installed by default on Windows to place a test call using one of the ShoreTel extensions If it has never been used before the first step is to configure a TAPI line see Figure 6 below Connect Using Ed X Line IPSK Conference Phone TPP SG 120 24 Port 0 154 Line Properties Address 250 ba Y Use Phone Dialer to handle voice call requests from other programs OK Cancel OK Figure 6 Configuring Dialer exe The Line is the name of a ShoreTel extension along with the ShoreGear switch that is managing it and port number The Address is the actual extension number Select an appropriate Line and click on OK If the dialer application was utilized before and the Connect Using window is not displayed select Tools then Connect Using If you cannot select the desired Line Address then there is probably something wrong with the ShoreTel system TAPI or a communication problem Please refer to the appropriate ShoreTel Maintenance Guide or contact your service provider or Shore Tel s Technical Assistance Center Once you have configured the appropriate line the Phone Dialer application will be active see Figure 7 below 23 1elink Advanced Troubleshooting Guide for ilink Microsoft Lync ShoreTel CSTA Server computer meet
30. te Server e g DVS Lync 2010 2013 E IR E IR Figure 1 Architecture Each of these components needs to be properly configured and for each of these components it is possible that configuration settings lead to a failure e ShoreTel System e ShoreTel CSTA Server components installed on a TAPI Application Server or DVS e Microsoft Lync Server 2010 2013 Standard Edition e Microsoft Lync Client 2010 2013 Lync 2013 Basic clients are not supported For Lync 2013 clients the Lync 2013 update 15 0 4551 1005 November 7 2013 must be installed There are additional components like Microsoft Active Directory or Microsoft SQL Server Domain controllers etc which are implicitly used The proper configuration for these additional components is assumed This document focuses on the ShoreTel IP phone remote call control integration aspect only The assumption is that Lync users are already configured for Lync usage in Active Directory 1elink Advanced Troubleshooting Guide for ilink ShoreTel CSTA Server computer meets telephone 3 Troubleshooting Strategy The approach for narrowing down an RCC issue depends on the context e Initial Phone Integration first time does not work e Existing Phone integration environment partially stopped working 3 1 Existing Phone Integration Choose a top down approach e Check Lync settings regarding RCC remote call control e Global settings like static routing Get CsStaticRoutingCo
31. wing components must be checked in order to troubleshoot Lync 2010 telephony integration Inbound Routing Outbound Routing e S4 SIPStack 25 As elink Advanced Troubleshooting Guide for ilink Microsoft Lync ShoreTel CSTA Server computer meets telephone The logging has to be explicitly started using the Start Logging button Note The Start Logging button changes to a Stop Logging button when pressed After Lync logging has been started sign out sign in using the Lync client where the issue appears Reproduce the failing scenario and then click the Stop Logging button The Log File Folder C Windows Tracing contains the log files in a binary format with filename suffix etl To view the contents of these logs click the View Log Files button in the Logging Tool window The View Log Files window will then appear Figure 10 iew Log Files Choose the components whose log files you wish converted to text and then click the View button which will launch Notepad on each generated text file Y InboundA outing C MediationServer Y DutboundA outing wi 54 wi SIPStack Dutput File Ic Users LYNCAD 1 AppData Local T emp 3 0CSLogger_2012_0 Browse Package For PSS Cancel Help Figure 10 View Log Files window Indicate which logging information is to be viewed using the checkboxes specify the filename for the log to be read and click the View button This will convert the binary etl file
32. xt CSTA Server Error log TeamCall Internal processing text CSTA Server CSTA log TeamCall Messages exchanged between hexdump CSTA Server TeamCall CSTA Server and TeamCall CA ShoreTel not activated by default Interface log TeamCall Incoming messages and outgoing hexdump CSTA Server messages correlated to the used protocol interfaces not activated by default CAShoreTel log TeamCall Internal processing text E ene LinkTSP log TeamCall Internal processing text LinkTSP 28 CA CSIS ilink CSIS Internal processing text CSIS_CAxx log Connector
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