Avaya BCM TSP Configuration Guide
Contents
1. 2 Click Enterprise Edge TSP Modules P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 34 Using the CTE Diagnostics Saving the information to a file In most instances your Enterprise Edge service representative will ask you to send them a copy of the CTE Diagnostics window To do this you first need to save the information to a file You can then send this file to your Enterprise Edge service representative To save the information to a file 1 Click the File menu and then click Log File The CTE Diagnostics Log File dialog box appears 2 Enter a name for the log file and choose the directory you want to save the file in 3 Click the Save button The Enterprise Edge TSP information is now saved in a file 4 When you are finished saving information in the file click the File menu and then click Log File to turn off saving the information to file Tip Make sure you turn off saving information to a file when you are finished The log file continues to grow the entire time it is on and will eventually consume a large portion of your disk Deleting information from the log The CTE Diagnostics window collects information the entire time it is open At any time you can delete the old messages and only have the current information appear To delete the old information 1 Click the Edit menu and then click Clear Window All of the information in the CTE Diagnostics window is deleted Exiting from the CTE D2. Utils directory on the Enterprise Edge system 2 Double click the TIntCInt directory 3 Copy telnetc exe to your computer P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 38 Using VNC Using VNC To use VNC you must start the VNC application on the Enterprise Edge server access the Enterprise Edge server desktop Starting the VNC application To start the server application ke Start the telnet client on your PC Enter the host name or IP address of the Enterprise Edge server 2 3 4 Log on using the administrator account Type net start winvne and press Enter Accessing the Enterprise Edge server desktop There are two methods to access the desktop using a web browser using the VNC client Using a web browser 1 Enter the host name or IP address for the Enterprise Edge server and the port number for WinVNC The port number for WinVNC is 5800 For example http 10 10 10 2 5800 Enter the password for the Enterprise Edge server Note You cannot use a proxy to access the Enterprise Edge server Using the VNC viewer 1 On your computer click the Start button point to Program Files point to VNC and then click VNC Viewer Enter the host name and display number 0 for the Enterprise Edge server Note You can enter an IP address instead of the host name For example 10 10 10 2 0 selects the default IP address 10 10 10 2 and the default display number 0 En
3. CTE events e FUMP messages To view debugging information 1 Click the View menu and then click Debugging Information 2 Click the View menu and then click Refresh to change the information that appears To view CTE events 1 Click the View menu and then click CTE Events 2 Click the View menu and then click Refresh to change the information that appears To view FUMP messages 1 Click the View menu and then click FUMP Messages 2 Click the View menu and then click Refresh to change the information that appears Viewing detailed information about Enterprise Edge TSP After you have chosen the information to display detailed technical information about Enterprise Edge TSP begins to appear on the CTE Diagnostics window The information on this window is intended for your Enterprise Edge service representative Contact your Enterprise Edge service representative for assistance in interpreting the information on this window Viewing information about the Enterprise Edge TSP software On the CTE Diagnostics window you can also view the version number and location of all the components of the Enterprise Edge TSP software the CTE modules and the Enterprise Edge TSP modules To view the components of the CTE modules 1 Click the View menu and then point to Software Information 2 Click CTE Modules To view the components of the Enterprise Edge TSP modules 1 Click the View menu and then point to Software Information
4. Configuration Guide 40 Quitting VNC Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Appendix B Reinstalling the older version of Microsoft TAPI Windows 95 If you wish to uninstall TAPI 2 1 and return to Microsoft TAPI 1 4 1 Locate the remtapi inf file 2 Right click the correct file and then click Install Windows NT If you wish to uninstall TAPI 2 1 and return to Microsoft TAPI 2 0 1 Locate the remtapin inf file 2 Right click on the correct file and then click Install Note If you use the remtapi files you may have to copy the Telephony cpl file back into the Windows system directory P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 42 Windows NT Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Glossary List of acronyms CTI Computer Telephony Integration TAPI Telephony Application Programming Interface Glossary terms Computer Telephony Integration A set of hardware and software components that allows computers to access and control telephones TAPI service provider A set of commands developed by the telephone manufacturer that interprets TAPI commands into a form that is understood by the telephone system Telephony Application Programming Interface TAPI A set of programming tools developed by Microsoft Corporation that provides a standard set of commands used to control any telephone For most telephone systems a TAPI service provider is required to use TAP
5. access to shared resources using Share level access control Enables you to supply a password for each shared resource Enables you to specify users and groups who have access to each shared resource Obtain list of users and groups From SALTLAKE 4 Select the User level access control option 5 Ensure the correct domain name is entered in the Obtain list of users and groups from box In this example SALTLAKE 6 Click the OK button File and Print Sharing must be enabled On Windows 95 client PCs you must enable the File and Print Sharing To enable the File and Print Sharing on the client PC 1 On the client PC click the Start button point to Settings and then click Control Panel 2 Double click the Network icon 3 Click the File and Print Sharing button The File and Print Sharing dialog box appears File and Print Sharing RAEI IV want to be able to give others access to my files F want to be able to allow others to print to my printer s i Cancel 4 Select both of the File and Print Sharing options and then click the OK button Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on a client PC 21 Registering with the Enterprise Edge TSP server A client PC must register with the Server Registering identifies which Windows NT server the Enterprise Edge TSP client uses You need to register the client PC with a Server only once The client PC
6. an out of service extension number was specified e anextension number entered is in use by another application such as Enterprise Edge Voice Messaging or Enterprise Edge Call Center Within TCMAPP the extension numbers specified in the TSP User Configuration dialog box are processed in numerical order When TCMAPP encounters an invalid extension number a blank line appears and TCMAPP continues processing When TCMAPP encounters out of service and in use extension numbers TCMAPP stops processing and no information is displayed for the remaining lines These blank lines are placed at the top of the list Lines with problems can be determined by re verifying the numbers or dialing the numbers from a telephone To correct blank lines due to invalid extension numbers or out of service conditions delete those lines from the TSP User Configuration dialog box After you restart the Server these blank lines disappear To correct blank lines due to the in use by another application wait for a while then re enter the TCMAPP application After TCMAPP identifies a device it will not cause further disruption to the installation Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on the Server 17 Deleting a line from a client To delete a line from a client 1 Start VNC and access the Server desktop For information about how to set up and use VNC refer to Appendix A Virtual Network Computing VNC on page 3
7. and then on the client PCs Server installation overview 1 Set up the Server as a member server in a domain For more information refer to Setting up the Server as a member server in a domain on page 7 Set up a TAPI domain account with administration privileges on the member server For more information refer to Assigning the TAPI ADMIN user account administration privileges on page 8 Configure TAPI on the Server For more information refer to Configuring TAPI on the Server on page 10 Configure Enterprise Edge TSP on the Server For more information refer to Adding Enterprise Edge TSP clients to the Server on page 12 Reboot the Server Setting up the Server as a member server in a domain To setup the Server as a member server 1 P0908541 If your Server is a stand alone server ask your network administrator to add your stand alone server to the domain This changes your stand alone server into a member server Open the Network Control Panel on the Server and assign the domain name that the Server appears in To open the Network Control Panel you must use the Virtual Network Computing VNC application For information about using VNC refer to Appendix A Virtual Network Computing VNC on page 37 Ask your network administrator to add a TAPI _ ADMIN domain account to the domain This TAPI_ADMIN domain account is a user account you use to start and administer telephony services TCMSETUP on
8. continues to use the same Server even after the client PC is restarted To register with the Enterprise Edge TSP server 1 4 On the client PC click the Start button and then click Run The Run dialog box appears Type TCMSETUP C servername Note In this step servername is used as an example It represents the name of the Enterprise Edge TSP server the user is registering with Contact your network administrator for the name of the Enterprise Edge TSP server Click the OK button A message appears confirming that you have registered with the Enterprise Edge TSP server Click the OK button Changing the Enterprise Edge TSP server a client uses If there are more than one Enterprise Edge TSP server in one domain on the network clients can change the server they use To change the Enterprise Edge TSP server used 1 On the client PC click the Start button and click Run The Run dialog box appears Type TCMSETUP C servername Note In this step servername is used as an example It represents the name of the Enterprise Edge TSP server the user is registering with Contact your network administrator for the name of the Enterprise Edge TSP server Click the OK button A message appears confirming that you have registered with the new Enterprise Edge TSP server Click the OK button P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 22 Configuring TAPI on a client PC Canceling registration with th
9. local call Dial using Use these options to choose tone dialing signals or pulse dialing signals when making a call To select pulse dialing click the Pulse dial option To select tone dialing click the Tone dial option P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 30 Accessing the Enterprise Edge TSP information Viewing Enterprise Edge TSP information After Enterprise Edge TSP is installed and configured you can view information about Enterprise Edge TSP and how it is operating You can view e information about Enterprise Edge TSP e Enterprise Edge TSP error messages e Enterprise Edge CTE diagnostics Accessing the Enterprise Edge TSP information From the TAPI Service Provider window in Enterprise Edge Unified Manager you can e view the Enterprise Edge TSP version number e view the Enterprise Edge TSP status To access Enterprise Edge TSP information 1 Open Enterprise Edge Unified Manager 2 Click the key symbol beside Service and then click TAPI Service Provider NORTEL ORT aks ENTERPRIS RE Group Configuration View Help Comprehensive Settings terprise Edge Status I n Service Description Enterprise Edge TAPI Service Provider Version TSP 4032040 Station Licenses 5 VoIP Gateway QoS Monitor Web Cache Net Link Mgr Voice Record o Station List voice Service Alarm Service voice Mail Management Enter
10. the country you are in I am in this country set the area code you are dialing from Area Code choose if you are using a calling card Use a calling card for long distance set the number used to disable Call Waiting Disable call waiting by dialing set how to access to lines To access an outside lines choose the type of dialing system Dial using P0908541 Issue 01 Enterprise Edge TSP Configuration Guide 24 Configuring TAPI on a client PC I am dialing from Use the I am dialing from list box is used to save different sets of dialing properties You use this list box when you have a computer such as a lap top that you use at different locations The settings for the different locations are saved under different names in the I am dialing from list box You can then quickly change to the new settings when you switch locations For example you may have a lap top computer that you use at both the north and south locations If the north and south locations have different dialing requirements such as call waiting in the north but not in the south you can set up two different sets of dialing properties in the I am dialing from list box Then when you switch locations you can change the dialing properties by changing the name that appears in the I am dialing from list box Creating a new location When you create a new location you are creating the name that is used to access the new set of dialing properties After you create the
11. 7 On the Enterprise Edge TSP Server click the Start button and then click Run Type TCMAPP and then click OK The TAPI Administration Application window appears E TAPI Administration Application ioj Xx File User Line Help CGY_DOC_SBCS 4 Click the Enterprise Edge TSP client 5 Click the line to delete 6 7 8 9 Click the Line menu and then click Remove Selected Line Repeat steps 3 to 5 for each line you want to delete Click the File menu and then click Exit Click the Yes button to save the information 10 Restart the Server P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 18 Client installation overview Installing Enterprise Edge TSP on client PCs To use Enterprise Edge TSP from a client PC you must install and configure applications on the client PCs Client installation overview You must do the following steps on each client PC that uses Enterprise Edge TSP 1 Install Microsoft TAPI 2 1 on the client PCs For more information refer Installing Microsoft TAPI 2 1 on client PCs on page 18 2 Configure TAPI Client on the client PCs For more information refer to Configuring TAPI on a client PC on page 19 Installing Microsoft TAPI 2 1 on client PCs Microsoft TAPI 2 1 and its installation program are made by Microsoft Corporation You must install Microsoft TAPI 2 1 on each of the client PCs TAPI 2 1 allows the client PCs and the Server to communicate Note T
12. I P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 44 Glossary terms Enterprise Edge TSP Configuration Guide P0908541 Issue 01
13. NORTEL NETWORKS Enterprise Edge TSP Configuration Guide 1 800 4 NORTEL www nortelnetworks com 1999 Nortel Networks P0908541 Issue 01 Contents Introduction to Enterprise Edge TSP 5 How does Enterprise Edge TSP work 5 Operating system requirements 6 Installing Enterprise Edge TSP on the Server 7 Server installation overview 7 Setting up the Server as a member server in a domain 7 Assigning the TAPI_ADMIN user account administration privileges 8 Installing Enterprise Edge TSP 9 Configuring TAPI on the Server 10 Enabling the TAPI Server 11 Adding Enterprise Edge TSP clients to the Server 12 Assigning a telephone to a Enterprise Edge TSP client 14 Deleting a line from a client 17 Installing Enterprise Edge TSP on client PCs 18 Client installation overview 18 Installing Microsoft TAPI 2 1 on client PCs 18 Installing TAPI 2 1 on Windows NT 4 0 Workstation 18 Installing TAPI 2 1 on Windows 95 19 Installing TAPI 2 1 on Windows 98 19 Installing the TCP IP protocol on the client PC 19 Configuring TAPI on a client PC 19 Configuring the network settings on the client PC 19 Registering with the Enterprise Edge TSP server 21 Restart the client PC and the server 22 Setting the Dialing Properties 22 Viewing Enterprise Edge TSP information 30 Accessing the Enterprise Edge TSP information 30 Viewing the Enterprise Edge TSP version number 31 Viewing the Enterprise Edge TSP status 31 Enterprise Edge TSP error messages 31 Us
14. Rules x Dial phone numbers with the following prefixes as long distance New Remove Dial phone numbers with the following area codes as local New Cancel To add a prefix that is considered long distance 1 Click the New button located in the upper half of the dialog box The New Area Code and Prefix dialog box appears 2 Type the prefix and click the OK button To delete a prefix that is considered long distance 1 Click the prefix you want to delete 2 Click the Remove button To add a prefix that is considered local 1 Click the New button located in the lower half of the dialog box The New Area Code and Prefix dialog box appears 2 Type the prefix and click the OK button To delete a prefix that is considered local 1 Click the prefix you want to delete 2 Click the Remove button Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on a client PC 27 Use a calling card for long distance Select this check box if you want to use a calling card for long distance telephone numbers The Calling Card button lets you define which calling card you are using To use a calling card 1 Select the Use calling card for long distance check box If you have previously set up a calling card the settings for that calling card are used If you have not set up a calling card refer to Setting up a calling card To stop using a calling card 1 Clear th
15. Telephony Control Manager software The Telephony Control Manager TCM software is made by Microsoft Corporation This software consists of two applications TCMSETUP and TCMAPP Use TCMSETUP to setup and enable disable telephony services for the client and the server Use TCMAPP on the server to configure the associations between Enterprise Edge telephones and Windows domain user accounts Note Ensure that Enterprise Edge TSP is installed configured and running before setting up TCMAPP To configure the Server you must e enable the TAPI Server e add Enterprise Edge TSP clients to TAPI Server e assign telephones to Enterprise Edge TSP clients Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on the Server 11 Enabling the TAPI Server TAPI Server must be enabled before Enterprise Edge TSP clients can connect To enable the TAPI server 1 5 6 Start VNC and access the Server desktop For information about how to set up and use VNC refer to Appendix A Virtual Network Computing VNC on page 37 On the Server click the Start button and then click Run The Run dialog box appears Enter TCMSETUP s Domain AdminAccnt password Note In this step s Domain AdminAccnt password is an example where s is a switch meaning Server Domain is the domain of which the TAPI server is a member AdminAccnt is the TAPI domain account with local administrative privileges Password is the password f
16. alization of TAPI server can add four minutes to the server startup time Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Appendix A Virtual Network Computing VNC You perform most of the administration for the Enterprise Edge system using Enterprise Edge Unified Manager However for some tasks you need to access desktop applications on the Enterprise Edge server VNC allows you to access desktop applications on the Enterprise Edge server from another computer on the network To use VNC you need to install the VNC viewer and a telnet client on your PC Installing the VNC viewer The VNC viewer is in the E Utils directory on the Enterprise Edge system Note Only administrators can access the E Utils drive This drive is shared as E To install the VNC viewer program 1 From your computer access the E Utils directory on the Enterprise Edge server 2 Double click the Vne directory 3 Double click the Install directory 4 Double click the Setup icon and then follow the instruction on the display Installing the telnet client If your computer has the telnet client included with Windows telnet exe you do not need to install the telnet client from the Enterprise Edge server The telnet client is in the E Utils directory on the Enterprise Edge system Note Only administrators can access the E Utils drive This drive is shared as E To install the telnet client program 1 From your computer access the E
17. ate with and control your Enterprise Edge telephone How does Enterprise Edge TSP work Enterprise Edge TSP works with three other software components each providing a different function The four software components are Telephony application Telephony applications are installed on client PCs Enterprise Edge TSP users run telephony applications to control their Enterprise Edge telephone With these applications Enterprise Edge TSP users give commands such as answer telephone to the Enterprise Edge system The telephony application also displays messages such as telephone ringing received from Enterprise Edge system An example of a telephony application is Enterprise Edge Personal Call Manager Windows operating system Windows is installed on the Server and the client PCs Windows passes commands from the telephony application to TAPI and messages from TAPI to the telephony application Microsoft Telephony Application Programming Interface TAPI TAPI is installed on the Enterprise Edge Server and the client PCs TAPI converts industry standard commands received from Windows into a format that Enterprise Edge TSP can understand It also converts messages from Enterprise Edge TSP into an industry standard format and gives them to Windows Enterprise Edge TSP Enterprise Edge TSP is installed on the Enterprise Edge Server as a Windows NT service Enterprise Edge TSP receives commands from TAPI and converts them into a format tha
18. d for Telephony amp TBENDER Todd Bender MAC VISIT Development amp TESTUSER Test User 1 Test Account amp THUANGU Thuan Nguyen Lan Administrator amp THUANN Thuan Nguyen LAN Administrator with little power amp TSCHWEI Tim Schweitzer MAC VISIT Development x Add Members Search Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Installing Enterprise Edge TSP 9 6 Click the TAPI domain account created by your Network Administrator 7 Click the Add button 8 Click the OK button The domain user TAPI_ ADMIN is added as a member of the member server local admin group Local Group Properties x Group Name Administrators OK Description Members can fully administer the computer domai Cancel Show Full Names Hep Members Administrator CTILMNTK Domain Admins amp CTILMNTKSTAPI_ADMIN 9 Click the OK button 10 Log off the Server Installing Enterprise Edge TSP Enterprise Edge TSP is installed on the Enterprise Edge server at the factory You do not have to install Enterprise Edge TSP on the client PCs because they use the Enterprise Edge TSP installed on the Server P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 10 Configuring TAPI on the Server Configuring TAPI on the Server You must configure Microsoft TAPI Server on the Enterprise Edge Server before network users can use it to access Enterprise Edge TSP Configure TAPI Server using the
19. dd button Repeat steps 4 and 5 for all of the user domain accounts Enterprise Edge TSP clients you want to add Click the OK button After you add all of the Enterprise Edge TSP clients assign lines to these clients For information about assigning lines refer to To assign lines to the Enterprise Edge TSP clients To assign lines to the Enterprise Edge TSP clients 2 3 P0908541 Ensure the TAPI Administration Application window is open Double click the domain tree to expand it Click the user domain account you want to change Click the User menu and then click Change Selected User s Line Access The Change Line Device Access for Selected User dialog box appears Click the line or lines you want to add to the user domain account and then click the OK button The line or lines you selected appear under the Client s name in the window Repeat steps 3 to 5 for each Enterprise Edge TSP client that needs lines assigned Click the File menu and then click Exit Issue 01 Enterprise Edge TSP Configuration Guide 16 Configuring TAPI on the Server 8 Click the Yes button to save the information 9 Restart the Server Tips for the assigning lines Blank lines that appear in the TAPI line device list on the Change Line Device Access for Selected User dialog box indicate errors on devices specified in the TSP User Configuration dialog box These errors include e an invalid extension number was specified e
20. does not change unless you change it in the TCMAPP utility This allows Enterprise Edge TSP clients to receive TAPI messages for their telephone from any computer they log on to This also means that the TAPI messages Enterprise Edge TSP clients receive are always for the telephone assigned to them not necessarily the telephone beside the computer they are using To assign a telephone to an Enterprise Edge TSP client 1 Start VNC and access the Server desktop For information about how to set up and use VNC refer to Appendix A Virtual Network Computing VNC on page 37 2 On the Enterprise Edge TSP Server click the Start button and then click Run 3 Type TCMAPP and then click OK The TAPI Administration Application window appears E TAPI Administration Application Iof Xx File User Line Help Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on the Server 15 4 Click the User menu and then click Add a User to this Telephony Server so Om 8 The Add Users and Groups dialog box appears Add Users and Groups x List Names From amp SALTLAKE ne Designated administrators of the domain All domain quests All domain users Built in account for administering the compu Administrator Built in account for quest access to the con missoula amp tapi_admin Add Names Search Click the user domain account you want to add Click the A
21. e Enterprise Edge TSP server Occasionally you may need to cancel registration with the Enterprise Edge TSP server To cancel registration with the Enterprise Edge TSP server 1 On the client PC click the Start button and then click Run The Run dialog box appears 2 Type TCMSETUP C D 3 Click the OK button A message appears confirming that you have cancelled registration with the Enterprise Edge TSP server 4 Click the OK button Restart the client PC and the server After you have finished configuring and registering all of the client PCs restart the Server After you restart the Server restart all of the client PCs Setting the Dialing Properties Some telephony applications use the dialling properties to define how calls are dialled Refer to the documentation that came with the telephony application to determine if the dialling properties are required for the client PC The dialing properties are accessed from the Dialing Properties dialog box To open the Dialing Properties dialog box 1 Click the Start button point to Settings and then click Control Panel Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on a client PC 23 2 Double click the Telephony icon The Dialing Properties dialog box appears Dialing Properties Peat Locion z New ae From the Dialing Properties dialog box you can choose the location you are dialing from I am dialing from choose
22. e Use calling card for long distance check box Setting up a calling card You must set up the calling card parameters before you can use a calling card To set up a calling card 1 P0908541 Click the Calling Card button The Calling Card dialog box appears Calling Card xi None Direct Dial New Phone Number Calling Card Phone Number PIN number Long Distance Usage International Usage Cancel Click the list box at the top of the dialog box Scroll through the list to find the calling card you are using and then click the calling card Note Ifthe calling card you are using is not on this list refer to Adding a custom calling card Click the Calling Card Phone Number box and type the calling card telephone number Click the PIN number box and type your calling card PIN number Click the OK button Issue 01 Enterprise Edge TSP Configuration Guide 28 Configuring TAPI on a client PC Adding a custom calling card The dialing parameters for some calling cards are already configured and appear in the list of calling cards If the calling card you are using is not on the list of cards you must set up how to use your calling card To add a custom calling card 1 8 9 Click the Calling Card button The Calling Card dialog box appears Click the New button The Create New Calling Card dialog box appears Type the name of the calling card and click the OK button A mes
23. ehensive Settings Add Delete Del All terprise Edge isin a Status in Service Resources Description Enterprise Edge TAPI Service Provider Version TSP 4032040 Station Licenses 5 VoIP Gateway QoS Monitor TS SSS aT SE eee Web Cache Net Link Mor Station List Voice Record e S EN Voice Service j Alarm Service Voice Mail Management Property Sheet Station List Save Cancel Ready Waming Applet Window 4 Double click the Station box and then type the extension number of the client you want to add Make sure you add valid extension numbers only Adding an invalid extension number causes Enterprise Edge TSP to function incorrectly 5 Click the Save button Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on the Server 13 6 Repeat steps 3 to 5 for each Enterprise Edge TSP client you want to add 7 When you are finished adding clients quit Enterprise Edge Unified Manager Removing Enterprise Edge TSP clients If there is an Enterprise Edge TSP client that no longer uses Enterprise Edge TSP you can delete that client To delete a Enterprise Edge TSP client 1 Open Enterprise Edge Unified Manager 2 Click the key symbol beside Service and then click TAPI Service Provider TE BE gt lt NETWORKS Configuration View Help Comprehensive Settings terprise Edge Status in Service Descri
24. he Microsoft TAPI 2 1 information in this guide is a supplement to the Microsoft TAPI Readme txt file provided with the Microsoft TAPI 2 1 Upgrade Be sure to read the Microsoft TAPI Readme txt file and install TAPI 2 1 according those instructions Installing TAPI 2 1 on Windows NT 4 0 Workstation To install Microsoft TAPI 2 1 on Windows NT 4 0 Workstation PCs use Windows NT 4 0 Service Pack 4 or later Service Pack 4 automatically adds TAPI 2 1 to Windows NT Workstation You must install Windows NT 4 0 Service Pack 4 or later before you configure the TAPI client Important TAPI 2 1 must be installed on Windows NT Workstation using the Service Pack 4 or later Service Pack 4 contains additional improvements to the Windows NT Workstation telephony component that are required for Enterprise Edge TSP Windows NT 4 0 Service Pack 4 is available on the Microsoft web site To install Service Pack 4 follow the instructions in the Readme txt file included with Service Pack 4 Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Installing the TCP IP protocol on the client PC 19 Installing TAPI 2 1 on Windows 95 Microsoft TAPI 2 1 is available on the Microsoft web site Be sure to read the Readme txt file and the license agreement included with the upgrade before installing Installing TAPI 2 1 on Windows 98 You do not need to install TAPI 2 1 on Windows 98 PCs TAPI 2 1 is included with Windows 98 Installing the TCP IP pro
25. iagnostics window To exit from the CTE Diagnostics window 1 Click the File menu and then click Exit CTE Diagnostics Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Troubleshooting while using Enterprise Edge TSP 35 Troubleshooting This section describes possible problems you may encounter when using Enterprise Edge TSP With each problem is a recommended solution Troubleshooting while using Enterprise Edge TSP Normally when Enterprise Edge TSP encounters an error an error message appears on the display These error messages describe the problem and recommend an action to solve the problem Enterprise Edge TSP stops functioning on client PCs that were previously functioning Check that the TAPI server is acquiring telephones correctly Open the TCMAPP application For more information refer to Assigning a telephone to a Enterprise Edge TSP client on page 14 Check to see if the affected TAPI clients still have a telephone assigned to them If a TAPI client does not have a telephone device assigned the TAPI server is not acquiring the telephones properly This can be caused by changing the extension number of the telephone or the telephone going out of service For information on correcting this problem refer to Tips for the assigning lines on page 16 Check if the password for the TAPI administration account has changed If the password has changed run the TCMSETUP command using the new password Fo
26. ing the CTE Diagnostics 32 Choosing the information you want to view 33 Viewing detailed information about Enterprise Edge TSP 33 Viewing information about the Enterprise Edge TSP software 33 Saving the information toa file 34 Deleting information from the log 34 Exiting from the CTE Diagnostics window 34 P0908541 Issue O1 Enterprise Edge TSP Configuration Guide Troubleshooting 35 Troubleshooting while using Enterprise Edge TSP 35 Enterprise Edge TSP tips 36 Starting Enterprise Edge TSP 36 Appendix A Virtual Network Computing VNC 37 Installing the VNC viewer 37 Installing the telnet client 37 Using VNC 38 Starting the VNC application 38 Accessing the Enterprise Edge server desktop 38 Quitting VNC 39 Appendix B Reinstalling the older version of Microsoft TAPI 41 Windows 95 41 Windows NT 41 Glossary 43 List of acronyms 43 Glossary terms 43 Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Introduction to Enterprise Edge TSP The Enterprise Edge Computer Telephony Integration CTI range of products provides an interface between your personal computer PC and your Enterprise Edge system With these products you can use telephony applications on your Windows computer to control your Enterprise Edge telephone One of the basic software components of Enterprise Edge CTI is Enterprise Edge TSP Enterprise Edge TSP works with Microsoft TAPI and Windows NT to allow your telephony application to communic
27. le call waiting by dialing If call waiting is available for the current location use this field to define the numbers required to disable call waiting Your telephony application uses these numbers to disable call waiting when required To enter the numbers required to disable call waiting 1 Select the Disable call waiting by dialing check box 2 Click the arrow in the Disable call waiting by dialing list box and then click the appropriate disable call waiting code If the appropriate code does not appear on the list click the list box and type the disable call waiting code To identify that call waiting is not used clear the Disable call waiting by dialing check box To access outside lines There are two boxes for accessing outside lines The first box is for the digits required to access local numbers and the second box is for the digits required to access long distance lines These access numbers are required if you are using a line pool or call routing to make calls These numbers are the same numbers you dial if you are making an outside call from your telephone If you do not dial an extra number e g 9 when making a call from your telephone leave these boxes blank To change the outside line access numbers 1 Select the for long distance box and then type the number required to access an outside line for a long distance call 2 Select the for local box and then type the number required to access an outside line for a
28. location any changes made to Dialing Properties dialog box are saved with this name To create a new location 1 Click the New button A dialog box appears confirming that a new location was created 2 Select the text in the I am dialing from list box 3 Enter the name of the new location 4 Change the other fields on the Dialing Properties dialog box to match the dialing properties required for this location These fields are described later in this section 5 Click the Apply button to store the changes with the new location Selecting a location When you select a location all of the dialing properties are changed to the settings that are stored for that location To select a location 1 Click the arrow in the I am dialing from list box A list of locations appears 2 Click the location you are currently at The dialing properties are changed to the setting stored for this location Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on a client PC 25 Deleting a location When you no longer need a location you can delete it from the list of locations To delete a location 1 Click the arrow in the I am dialing from list box The list of locations appears 2 Click the location you want to delete 3 Click the Remove button A confirm deletion message appears 4 Click the Yes button l am in this country This field defines the country of the you are currently in To select a count
29. or the TAPI domain account For example temsetup s CTIMNTK TAPI_ADMIN admin Click the OK button A message appears confirming that the TAPI server has been enabled Click the OK button Quit VNC Note You can access a help screen for the TCMSETUP by entering TCMSETUP with no parameters Disabling the TAPI server To disable the TAPI server 1 P0908541 Start VNC and access the Server desktop For information about how to set up and use VNC refer to Appendix A Virtual Network Computing VNC on page 37 On the Server click the Start button and then click Run The Run dialog box appears Enter TCMSETUP S D Click the OK button A message appears confirming that the TAPI server is disabled Click the OK button Quit VNC Issue 01 Enterprise Edge TSP Configuration Guide 12 Configuring TAPI on the Server Adding Enterprise Edge TSP clients to the Server You need to register each Enterprise Edge TSP client with the Server Only clients registered with the Server will be allowed to use Enterprise Edge TSP To register an Enterprise Edge TSP client add the extension number of the clients s telephone to the list of extensions registered with TAPI Server To add an Enterprise Edge TSP client 1 Open Enterprise Edge Unified Manager 2 Click the key symbol beside Service and then click TAPI Service Provider NORTE SRT aks ENTERPRISES Configuration erformanc ult yi 00 Logol View Help Compr
30. prise Edge TSP Configuration Guide P0908541 Issue 01 Enterprise Edge TSP error messages 31 Viewing the Enterprise Edge TSP version number The Enterprise Edge TSP version number appears in the Version field The information in this field identifies the Enterprise Edge TSP software version installed on the Server Viewing the Enterprise Edge TSP status The Enterprise Edge TSP status appears in the Status field This field indicates whether Enterprise Edge TSP is functioning In Service Enterprise Edge TSP is functioning and can communicate with the Enterprise Edge system Not in Service Enterprise Edge TSP can not communicate with the Enterprise Edge system Typical causes for no communication are e the Enterprise Edge system is not operating e the Telephony Service in Windows NT Server is not running on the Server Enterprise Edge TSP error messages When Enterprise Edge TSP encounters an error an error message appears on the computer display In this message is a description of what the error is and a recommendation about what to do P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 32 Using the CTE Diagnostics Using the CTE Diagnostics The CTE Diagnostics is a tool you use in conjunction with your Enterprise Edge service representative to help you track down problems with your Enterprise Edge CTI applications These diagnostics allow you to view the CTE Diagnostics win e e e Tip dow From this window
31. ption Enterprise Edge TAPI Service Provider Version TSP 4 03 20A 0 Station Licenses 5 VoIP Gateway QoS Monitor Web Cache Net Link Mgr Station List Voice Record z e Voice Service Alarm Service Voice Mail Management 3 Click the extension number you want to delete 4 Click the Configuration menu and then click Remove Station from List 5 Click the Yes button to confirm deleting the client 6 Repeat steps 3 to 5 for each Enterprise Edge TSP client you want to delete 7 When you are finished adding clients quit Enterprise Edge Unified Manager P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 14 Configuring TAPI on the Server Assigning a telephone to a Enterprise Edge TSP client For each Enterprise Edge TSP client you must assign an extension number to their network user ID The Server uses this information to make sure the correct telephone is controlled by a Enterprise Edge TSP client You add the extension numbers using the TSP User Configuration dialog box You assign the extension numbers to the network user IDs using the TCMAPP utility This utility is made by Microsoft Corporation For additional information about using the TCMAPP utility refer to the documentation that came with the Windows NT Server operating system Tip Although an Enterprise Edge TSP client can log on from any computer on the network the extension number associated with that client
32. r information on how to run this command refer to Enabling the TAPI Server on page 11 Enterprise Edge TSP client are not able to access their extensions when using a TAPI application Check all the settings on both the Server and the client PC If the Server becomes unavailable you must restart the client PCs to get their TAPI services back Always restart the client PCs after the Server is restarted Install the NetBEUI protocol on the Server and the client PCs Make sure you are logged in as a domain user with Administrative privileges not as the server administrator when using the TCMSETUP and TCMAPP applications on the Server If you did log on as the server administrator use TCMSETUP to disable the Server log on as a domain user with Administrative privileges and then enable the Server again P0908541 Issue 01 Enterprise Edge TSP Configuration Guide 36 Starting Enterprise Edge TSP Enterprise Edge TSP tips Starting Enterprise Edge TSP TAPI server starts up when any TAPI application or service is launched for example TSP Launcher During start up TAPI server acquires all of the telephones identified in the TAPI User Configuration Acquiring the telephones runs in the background and can take as long a five seconds for each telephone If you have a TAPI service setup to start at boot time the Server s startup may take a number of minutes to complete For example if you have a Server configured with 50 telephones initi
33. ry 1 Click the arrow in the I am in this country list box 2 Scroll through the list of countries 3 Click the country you are in Tip Youcan scroll quickly through the list of countries by typing the first few letters of the country s name As you type the list moves to the country that matches the letters you type Area Code The Area Code box defines the area code you are currently in Enterprise Edge TSP uses the number in this box to determine if a call is a local call to the same area code or a long distance call To enter an area code 1 Select the characters in the Area Code box 2 Type the area code In some locations the area code must always be added when dialing a telephone number To make Enterprise Edge TSP include the area code select the I always have to dial the area code before the phone number check box Dialing Rules In some locations calls within the same area code are considered long distance calls These calls require the country code and area code for example 1 403 to be added to the front of the telephone number before they are dialed The Dialing Rules feature allows you to define the prefixes for example 222 xxxx that are long distance calls in your area code P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 26 Configuring TAPI on a client PC To set the prefixes that are long distance 1 Click the Dialing Rules button The Dialing Rules dialog box appears Dialing
34. sage appears informing you that you must set up the dialing rules for the new calling card Click the OK button Click the Calling Card Phone Number box and type the calling card number Click the PIN number box and type your calling card PIN number Click the Long Distance Usage button A second Calling Card dialog box appears Calling Card x m Steps to make a call Dial hone number then wait for Tone 7 Step 2 Dil PN O E thenwatfor 2 Seconds x Step 3 Dial Destination Number including area code x then wait for x Step 4 Dial gt then wait for gt Step5 Dial b then wait for 7 Step 6 Dial 7 Cancel Click the first Dial list box and then click the first set of numbers to dial Click the next Dial list box and then click the next set of numbers to dial Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Configuring TAPI on a client PC 29 10 Repeat step 9 until you have completed all of the steps needed to make a call using your calling card Note Refer to the documentation that came with your calling card for the sequence of steps that are required with your card 11 When all of the required steps are added click the OK button 12 Click the International Usage button 13 Repeat steps 8 to 11 to add the steps required to make an international call 14 Click on the OK button to return to the Dialing Properties dialog box Disab
35. t is understood by the Enterprise Edge system It also receives messages from the Enterprise Edge system and converts them into a format that is understood by TAPI The figure Enterprise Edge TSP overview shows how messages and commands are passed between the client PCs and the Enterprise Edge system Microsoft and Windows are registered trademarks of Microsoft Corporation P0908541 Issue 01 Enterprise Edge TSP Configuration Guide 6 Operating system requirements Enterprise Edge TSP overview TSP client PC TSP client PC TSP client PC Telephony application Telephony application Telephony application Microsoft Windows Microsoft Windows Microsoft Windows Microsoft TAPI Microsoft TAPI Microsoft TAPI Server Responses from Enterprise Edge Commands f rom users Microsoft Windows NT Server Microsoft TAPI Enterprise Edge TSP Operating system requirements The Enterprise Edge server Server uses Windows NT Server 4 0 and Microsoft TAPI 2 1 You must also install Microsoft T API 2 1 on all of the client PCs If you do not have TAPI 2 1 installed refer to Installing Microsoft TAPI 2 1 on client PCs on page 18 for instructions on how to install TAPI 2 1 Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Setting up the Server as a member server in a domain 7 Installing Enterprise Edge TSP on the Server To use the Enterprise Edge TSP server functionality you must install and configure applications on the Server
36. ter the user name and password for the Enterprise Edge server Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Quitting VNC 39 Client access requirements To access the Enterprise Edge server desktop using the VNC client your computer must use one of the following operating systems e Windows NT 4 0 e Windows 95 e Windows 98 To access the Enterprise Edge server desktop using the web browser your computer must have e one of the following operating systems Windows NT 4 0 Windows 95 Windows 98 e Java Virtual Machine JVM version 5 0 build 5 0 0 3167 or greater e one of the following web browsers Netscape Communicator 4 5 or greater Internet Explorer 4 0 or greater If you are using Netscape Communicator you must set the following preferences e Advanced Enable Java On e Cache Cached document comparison Every Time If you are using Internet Explorer you must set the following Internet options e General Check for new versions Every visit e Advanced Java JIT compiler enabled On Quitting VNC When you finish accessing the Enterprise Edge server desktop quit the VNC application that is running on the Enterprise Edge server To quit VNC application 1 Start the telnet client on your PC 2 Enter the host name or IP address of the Enterprise Edge server 3 Log on using the administrator account 4 Type net stop winvne and press Enter P0908541 Issue O1 Enterprise Edge TSP
37. the member server Note Any domain user account can be added to the member server s local administrator group and used to start the TCMSETUP application However it is recommended that the account be unique to Enterprise Edge TSP administration Ask your Network Administrator to ensure all of the TAPI users are in the same domain as the TAPI domain account Issue 01 Enterprise Edge TSP Configuration Guide 8 Assigning the TAPI_ADMIN user account administration privileges Assigning the TAPI_ADMIN user account administration privileges Use the TAPL ADMIN user account for all TAPI administration tasks To assign user account administration privileges for this account 1 Access the User Manager on your local PC 2 Click the User menu and then click Select Domain 3 Type the name of the TAPI server and click the OK button 4 Double click Administrators at the bottom of the screen The Local Group Properties dialog box appears Local Group Properties x Group Name Administrators OK Description Members can fully administer the computer domai Cancel Members Show Full Names Help Administrator CTILMNTK Domain Admins Renave 5 Click the Add button The Add Users and Groups dialog box appears Add Users and Groups EG List Names From S CTI_MNTK z Names amp SOD David So Toronto Developer Supervisor Built in account for administering the cor TAPI ADMIN Standalone server Useri
38. tocol on the client PC The TCP IP protocol must be installed on the client PCs Refer to your Windows documentation for instructions on how to install the TCP IP protocol Configuring TAPI on a client PC You must configure each client PC to work with the Enterprise Edge TSP server To configure the client PC you must e configure the network settings e register with the Enterprise Edge TSP server e set the dialing properties e restart the client PC Configuring the network settings on the client PC For the client PC to communicate with the Server there are three network settings required The client PC must be in the same domain as the Server The client PCs can only be logged in to one domain at any one time Remove the client PCs from any prior domains before proceeding with setting up the client Tip The client PC can be in a different domain if there is an appropriate trust relationship established between the two domains The Access Control must be set to User level On Windows 95 client machines you must set access control to user level To set the Access Control on the client PC 1 On the client PC click the Start button point to Settings and then click Control Panel 2 Double click the Network icon P0908541 Issue O1 Enterprise Edge TSP Configuration Guide 20 Configuring TAPI on a client PC 3 Click the Access Control tab Network x Configuration Identification Access Control Control
39. you can Choose the information you want to view View detailed information about Enterprise Edge TSP View information about the Enterprise Edge TSP software Save the information to a file on your computer After certain errors you need to restart the Server to reinitialize Enterprise Edge TSP If a full server restart is inconvenient try stopping and then restarting the Telephony Service in the Windows NT Services list If restarting the Telephony Service does not reinitialize Enterprise Edge TSP you must restart the Server To access the CTE Diagnostics window 1 2 Start VNC and access the Server desktop For information about how to set up and use VNC refer to Appendix A Virtual Network Computing VNC on page 37 Open the CTE Diagnostics window The CTE Diagnostics start automatically when the Server starts up If the CTE Diagnostics are not running use the following procedure to start the CTE Diagnostics 1 Start VNC and access the Server desktop For information about how to set up and use VNC refer to Appendix A Virtual Network Computing VNC on page 37 Click the Start button and then click Run Type CteDiag exe Click the OK button Enterprise Edge TSP Configuration Guide P0908541 Issue 01 Using the CTE Diagnostics 33 Choosing the information you want to view You can select the type of information that is displayed on the CTE Diagnostics window You can choose e debugging information e
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