Avaya Business Communications Manager - InTouch User's Manual
Contents
1. 2 3 4 8 Install the latest LAN CTE Client and Net 3 5 SP1 before installing InTouch Run InTouch_setup exe from the published location On the Welcome Screen click Next The End User License Agreement screen appears Review the license agreement and click Next The Select Destination Location screen appears Click Next on the Select Destination Location screen if you want to use the default installation location Otherwise browse to the location where you want to install InTouch and click Next The Select Start Menu Folder screen appears Click Next Click Install to begin the installation During the installation process the Nortel InTouch components dependencies and Microsoft Shared Add in extensibility update are installed and the final registration of components are completed Click Finish when the installation process ends to complete the installation Uninstalling InTouch 1 From the Windows Control Panel select Add or Remove Programs The Add or Remove Programs screen appears From the list of currently installed programs select InTouch Click Change Remove The unistall wizard appears Follow the on screen instructions to uninstall the InTouch application Uninstalling InTouch does not remove user configuration the Nortel LAN CTE client or the NET Framework InTouch Administration Guide 14 Chapter 2 Installing InTouch NN40170 605 15 Chapter 3 Troubleshooting The following chapter p2. InTouch Administration Guide BCM Business Communications Manager Document Status Standard Document Version 01 01 Document Number NN40170 605 Date October 2009 NORTEL Copyright O 2006 2009 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft Windows Windows XP Windows Vista MSN and Windows Live are trademarks of Microsoft Corporation Skype is a trademark of Skype Technologies All other trademarks and registered trademarks are the property of their respective owners Contents 3 Contents Chapter 1 Getling started osooinissariericiran rre rr ip 5 AA 226 0 Dr PERDER TAERE ee PPIAZ EXC RPYS 5 MIGRANTE UEM 22205 lence x e a P Edo RERO RR HP RR 5 First FUN MEETS 6 Intouch Service Reliability 220 2a saman ne a an ana an 7 Diagnostics and Troubleshooting ars sse RR KEN EKA ee f Chapter 2 Installing MTOUEN 24 4 4420 scene ran roa ewe reor Rc EE E ees 9 PASION bRCLDC IO E RRYX A AAA AAA 9 tI sod ne L
3. 2000 e 2003 Skype optional 3 8 0 188 MSN optional e 140 InTouch Administration Guide 6 Chapter1 Getting started BCM e BCM 50 Release 5 0 e BCM 450 Release 5 0 Windows Installer e Windows Installer 3 1 Client PC Hardware requirements e 1 GHz 32 bit x86 or 64 bit x64 processor e 1 GB of system memory e At least 20 MB of available space for installation and an additional 10 MB of available space for configuration and cached contact data The space requirement for configuration and cache will vary dependent upon the number of contacts to be displayed e Network Connection 10Mb s minimum First Run When running InTouch for the first time if you have granted a user access to more than 1 DN they are prompted to select a DN from a list of configured DNs Two InTouch users cannot control the same DN simultaneously Note IP address permissions are not recommended for use with InTouch and may result in InTouch features becoming unavailable If only 1 DN is available for the user InTouch will use that DN automatically If no DNs have been provisioned InTouch features are unavailable Note If you add a DN to the BCM system while InTouch is running on a user PC the DN will not become available until the client is restarted The InTouch panel will initially be devoid of contacts Users must add their own contacts to the InTouch contact list For more information about adding co
4. LAN CTE clients and reboot machine Install the correct LAN CTE Client from the BCM and reboot the PC again Unable to Contact the BCM at the given address OR The BCM becomes unavailable while InTouch is running LAN CTE issues aCTE SHUTDOWN event including when the network connection to the BCM is lost Unable to contact the BCM at address lt BCM address please contact your administrator Confirm that the IP address is correct Confirm that the BCM at the IP address is reachable and working correctly No InTouch licenses are available either there are no licenses or they are all in use No InTouch Licenses are available please contact your administrator Install additional InTouch license keys No LAN CTE lines are available for the current user computer IP address including if no provisioning has been performed for any user computer IP address NN40170 605 No Lines are configured for your use please contact your administrator Configure lines for the current user computer IP Address using BCM Element Manager Chapter 2 Installing InTouch InTouch is installed on individual client PCs and requires one InTouch seat license per concurrent user to be available on the BCM The installation of an InTouch license includes a LAN CTE License which InTouch uses for its operations If there are no InTouch licenses available all features will be available for tha
5. ees Ge tap Reid 12 Chapter 3 Troubleshooting ouacs k AER ORE FEE REX ERE A 15 Network and system problems oooooocoooconno een 15 Accessing the Adxloader log file ooooooomommomm o mo 15 Using InTouch Diagnostics uralten rei 16 Jansen MMC TTC EE e A o of RW hia 16 Checking COM AURIS 22 24 4080 ee AG er WARS SG do Rd xa dd Ren 17 InTouch Administration Guide 4 Contents NN40170 605 Chapter 1 Getting started This section contains information on the following topics e About InTouch page 5 e Minimum requirements page 5 e First Run page 6 e InTouch Service Reliability page 7 About InTouch InTouch is an Outlook Add In user application that runs on a Windows based PC and integrates Outlook MSN and Skype with BCM Call Management and Control InTouch optimizes communications by providing consolidated presence information and by presenting a variety of communication options such as voice email and or Instant Messaging IM InTouch brings together the most popular forms of communications by providing direct one touch interaction between telephony email calendar and IM Minimum requirements Operating system e Windows XP Professional SP3 e Windows Vista SP2 Business Ultimate or Enterprise 32 OR 64 bit Net framework e Framework 3 5 Service Pack 1 available from Microsoft s web site Microsoft Outlook e 2002 XP e 2003 e 2007 Microsoft Exchange e
6. folder for users to access e nTouch setup exe LAN CTE client installer e NET 3 5 SPI standalone installer dotnetfx35 exe e SettingsMain xml 9 Notify users of the published location of the files shows an example of a pre configuration to be exported as the SettingsMain xml file NN40170 605 Chapter 2 Installing InTouch 11 Figure 2 Pre configuration Wizard InTouch Pre configuration Wizard Jeg Specify the default configuration you wish In T ouch to be installed with and save it When the SettingsMain ml file you have saved is included in the same directory as the In Touch installer it will be used as the default configuration Telephony L Voicemail DN 123 BCM IP Address 10 0 0 180 Override location for Phone and Modem Dialing Rules Country Canada m External dial digit 3 Area code 613 Export SettingsMain xrnl file To obtain the Voicemail DN from the handset 1 On the handset press Feature 985 The handset displays the DN for voicemail on the screen To obtain the Voicemail DN from Callpilot Manager Using Internet Explorer access the BCM web page Log onto Application Launcher using your username and password Select Administrator Applications Select Call Pilot Manager Click Launch Log onto Callpilot Manager N O 0 FF O N Go to Configuration gt Switch Properties The Voicemail DN is displayed in the appropriate field To obtain the direct dial digi
7. mpts to detect if the LAN CTE client installed the version number is not detected If no LAN CTE client installation is found the user will be notified that InTouch will still install but will not be functional until a LAN CTE Client is installed and InTouch license is able to be acguired If available InTouch uses SettingsMail xml default settings file as the starting point for the InTouch settings file If there is no SettingsMain XML file or the file is incomplete the user will be notified of this as part of the installation process and the user will need to configure all settings within the InTouch settings manually Upon Installation adxloader log is created in the folder My Documents gt Add In Express Windows XP or Documents gt Add in Express Windows Vista This log file contains information regarding the success or failure of the InTouch Plug in to be registered with Outlook and can be used in troubleshooting in the case of a failed installation NN40170 605 Chapter 2 Installing InTouch 13 InTouch requires Microsoft Net Framework version 3 5 with service pack1 to operate correctly Note While it is not required that all active DNs of a BCM are pre populated in an active directory and accessible from the Global address Book it will make for a better user experience Nortel recommends that the installation not be while connect to the published location through VPN To install InTouch on a user PC 1
8. nly during troubleshooting Basic logging should be used in most instances Logs are written to the Nortel InTouch event log found at Control Panel Administrator Applications Event Viewer The Log by default is limited to 1 MB maximum and will overwrite older messages as needed These properties can be changed if needed using the Event Viewer application If Skype is closed InTouch continues to display the last observed contact details but will no longer show a presence indicator for each Skype contact as appropriate When Skype comes back on line InTouch will up date the relevant presence To adjust the logging mode 1 From the InTouch options screen select Extended Logging If the Extended Logging field is cleared InTouch uses Basic logging mode NN40170 605 Chapter 3 Troubleshooting 17 Checking COM Add ins The COM Add ins screen in Outlook displays information about Outlook add ins including InTouch To check that InTouch is listed under COM Add ins If Windows Live Messenger is closed InTouch continues to display the last observed contact details but will no longer show a presence indicator for each MSN contact as appropriate When MSN comes back on line InTouch will up date the relevant presence 1 In Outlook 2002 or 2003 go to Tools gt Options gt Other gt Advanced Options gt COM Add Ins OR If using Outlook 2007 go to Tools Trust Centre Add ins Manage COM Add ins and click Go 2 Ensu
9. ntacts to InTouch refer to Nortel Business Communications Manager InTouch User Guide NN40170 102 You can configure permissions on the BCM based on Domain User Account machine name and IP Address of the user s PC The permissions include configuring zero one or more DNs that the user is allowed to use in InTouch NN40170 605 Chapter 1 Getting started 7 When InTouch is started for the first time the list of permitted DNs for the user is downloaded from the BCM If no DN permissions are configured for the user an error message is displayed If the user is permitted to use a single DN InTouch uses it automatically If more than one DN is available the user is prompted to select which DN to use Figure 1 DN selection window page 7 shows the DN selection window Figure 1 DN selection window Telephone extension for InTouch Please provide your telephone number less v You can change the list of permissions on the BCM while InTouch is running as InTouch refreshes the list of permitted DNs from the BCM every 150 seconds As such users will not have to restart InTouch or Outlook if administrator changes are made If a change in the list is detected by InTouch the DN selection window message will change to Permission for your DN has changed please choose another telephone number The user can then select another DN Once the LAN CTE connection is established and if the user is running Skype the user will be prom
10. on Guide NN40010 601 The following pre installation tasks are optional but will simplify the installation process Pre installation tasks optional 1 Ensure that all exchange users have their DN business number mobile cell number optional and email address entered correctly by the exchange administrator External telephone numbers should be entered in national format using the international notation for example a user in North America would use 1 XXX XXX XXXX format 2 Download InTouch setup InTouch setup exe from www nortel com InTouch Administration Guide 10 Chapter 2 Installing InTouch 3 Download InTouch Configuration Manager InTouchConfigurationManager exe from the www nortel com Download the LAN CTE client installer from the BCM Download the Net Framework 3 5 Service Pack 1 SP1 redistributable package from the Microsoft web site 6 To launch the InTouch pre configuration wizard and generate the SettingsMain xml file run the InTouch pre configuration downloaded from the BCM InTouchConfigurationManager exe OR Run the InTouch setup with the command line argument InTouch_setup exe CustomConfig 7 Provide the pre installer with the required information for the location e Voicemail DN e Digit for the external line e International Dialing Prefix e BCM IP address InTouch supports a single BCM so only one IP address is required 8 Place the following four items in the shared network
11. pted to allow Outlook exe to access Skype InTouch Service Reliability Outlook BCM Skype and MSN features are started by InTouch on startup If a particular service fails to start InTouch will attempt to restart it after approximately one minute If a service fails to start the functions provided by the service will be unavailable to the user Contacts used by the service will either be unavailable or the contact details will be maintained but the presence will be unavailable Note If the BCM service fails and the BCM License becomes unavailable the InTouch internal Outlook Skype amp MSN services are stopped and their functions are unavailable until the BCM Service is restarted and licensing restored In the event of BCM service failure Outlook Skype and MSN if installed will continue to function normally on the user s PC Only InTouch functionality is affected Diagnostics and Troubleshooting Table 1 Common LAN CTE failures page 8 shows common LAN CTE failures handled by InTouch For additional troubleshooting information see Troubleshooting page 15 InTouch Administration Guide 8 Chapter1 Getting started Table 1 Common LAN CTE failures Scenario Error Message Resolution LAN CTE Client libraries are not installed or cannot be loaded Unable to initialize a required BCM library Please check your LAN CTE Client installation or contact your administrator Uninstall any old
12. re that InTouch appears in the list is enabled and that the load behavior reads Loaded at startup If InTouch did not successfully load the check box will be cleared and an error message will apear under the load behavior InTouch Administration Guide 18 Chapter3 Troubleshooting NN40170 605
13. rovides some basic troubleshooting instructions for InTouch This chapter contains the following sections e Network and system problems page 15 e Accessing the Adxloader log file page 15 e Using InTouch Diagnostics page 16 e InTouch Logs page 16 e Checking COM Add ins page 17 Network and system problems The following tasks can be performed to troubleshoot issues involving the client s PC configuration and network connectivity To check network connectivity to the BCM 1 Attempt to ping the BCM s LAN CTE interface IP address via the command prompt of the user PC using the command ping BCM LAN CTE IP address If no reply is received there may be a problem with the network connection Note You can check the current LAN CTE interface IP address using the ctebcmid command from the command prompt To change the LAN CTE interface IP address enter ctebcmid new IP address from the command prompt To check system compatiblity 1 Ensure the installed version of Exchange Outlook Skype and MSN are all supported by InTouch Compatible versions are listed at Minimum requirements on page 5 2 Ensure you system meets the minimum system requirements listed at Minimum requirements on page 5 3 Ensure you have the NET Framework properly installed and running the correct version Accessing the Adxloader log file The Adxloader log file contains information about the In Touch installation In pa
14. rticular it records that InTouch successfully registered with Outlook at the time of the install InTouch Administration Guide 16 Chapter 3 Troubleshooting To check the Adxloader log file 1 Navigate to C Documents and Settings lt user gt My Documents Add in Express and locate the adxloader log file 2 Open the file in Notepad or Wordpad The adxloader log file will list the startup directory of InTouch and the location of the configuration file 3 Ensure that there are no errors in the adxloader log file Using InTouch Diagnostics InTouch Diagnostics provides information about the status of LAN CTE Outlook Skype and Windows Live Messenger From the Diagnostics screen you can also create a text file that contains the current diagnostic information To access InTouch Diagnostics 1 With InTouch running click the About InTouch icon located at the bottom right corner of the main InTouch panel 2 From the About InTouch screen select Diagnostics The Diagnostics screen appears and displays InTouch status information 3 Click Export to create a text file containing the current diagnostic information InTouch Logs InTouch has three logging modes None Basic and Extended InTouch is set to Basic logging by default e None No information is logged e Basic Only errors are logged Extended all errors warnings and informational messages are logged Nortel recommends using this option for short intervals o
15. t 1 Log onto Business Element Manager 2 Goto Telephony gt Dialing Plan gt General The Direct Dial digit is shown in the Direct Dial digit field InTouch Administration Guide 12 Chapter 2 Installing InTouch Figure 3 Direct Dial digit BCM Element Manager 10 0 0 170 File Edit View Session Tools Help Mor x cut 83 copy M Element Navigation Panel4 Task Navigation Panel Web Page y Validate Device Y Disconnect Sy Refresh 4y Network Elements Py 10 0 0 150 3 10 0 0 160 4 10 0 0 170 Installation Installation is performed at the end user s PC Before beginning the installation ensure that the InTouch_setup exe LAN CTE Client Installer NET 3 5 SP1 standalone installer Configuration Administration O Welcome System Administrator Access E Resources KC Telephony gt Global Settings i O Feature Settings O Advanced eatur O IP Termina Featu O DMC Feature List O System Speed Dial O CAP Assignment Sets EQ Lines G Loops Scheduled Services E Dialing Plap DNs Public Network O Private Network Line Pools Rantina Dialing Plan General Global Settings DN length intercom 4 v Dialing timeout 4 y Access Codes Park prefix 1 Too External code None M Dial ect Dial digit 9 v Sets dotnetfx35 exe and SettingsMain xml are available at the published location InTouch atte
16. t user however the application will still install and attempt to run when Outlook is started InTouch installation is a two part process The first part is performed by an administrator or system installer The second part can be performed by the end user leveraging the information provided by the administrator or system installer to simplify the installation process For information about the minimum system requirements for InTouch see Minimum requirements page 5 This section contains the following topics e Pre installation page 9 e Installation page 12 Pre installation Pre installation is performed by an administrator or system installer once per site or BCM The pre installation can be performed on any PC with access to the BCM s web interface for access to the InTouch installer amp LAN CTE Client installer and Microsoft s web site for access to the Net 3 5 SPI redistributable Pre installation also requires access to a shared network folder or drive for publishing the pre configured InTouch files for end users to access LAN CTE access must be configured on the BCM for each user PC or IP address that you want to be able to use InTouch You can configure LAN CTE permissions the BCM Element Manager For more information about configuring LAN CTE permissions refer to Nortel Business Communications Manager 5 0 Administration and Security NN40170 603 and Nortel Business Communications Manager LAN CTE Configurati
Download Pdf Manuals
Related Search