Avaya Aura Call Center Elite Multichannel Application Management Service User Guide

Transcription

1 Avaya Aura Ca Center Eite Mutichanne Appication Management Service User Guide Reease 6.3 October 2013

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A Unit means the unit on which Avaya, at its soe discretion, bases the pricing of its icenses and can be, without imitation, an agent, port or user, an e-mai or voice mai account in the name of a person or corporate function (e.g., webmaster or hepdesk), or a directory entry in the administrative database utiized by the Software that permits one user to interface with the Software. Units may be inked to a specific, identified Server. Copyright Except where expressy stated otherwise, no use shoud be made of materias on this site, the Documentation, Software, or hardware provided by Avaya. A content on this site, the documentation and the Product provided by Avaya incuding the seection, arrangement and design of the content is owned either by Avaya or its icensors and is protected by copyright and other inteectua property aws incuding the sui generis rights reating to the protection of databases. 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Avaya may require the Designated Processor(s) to be identified in the order by type, seria number, feature key, ocation or other specific designation, or to be provided by End User to Avaya through eectronic means estabished by Avaya specificay for this purpose. Downoading documents For the most current versions of documentation, see the Avaya Support website: Contact Avaya Support See the Avaya Support website: for product notices and artices, or to report a probem with your Avaya product. For a ist of support teephone numbers and contact addresses, go to the Avaya Support website: scro to the bottom of the page, and seect Contact Avaya Support.

3 Contents Chapter 1: Introduction Purpose Intended audience Reated resources Documentation Training Avaya Mentor videos Support Chapter 2: Overview About Appication Management Service Server discovery Chapter 3: Aerting and Aarming Overview Aarms and Notifications Aarms Notifications Using Aarms and Notifications Supported Aarms and Notifications License Director Media Director XML Server Chapter 4: Instaing Appication Chapter 5: Administration Configuring Appication Management Director [Service Pug In Host] [Appication Management Service] [Cient Connections] [Pug In Assemby List] [Appication Management Director] [Server Identifier] Error Logging Diagnostic Testing Error Logging Starting the service Index Appication Management Service User Guide October

4 Contents 2 Appication Management Service User Guide October 2013

5 Reated resources Chapter 1: Introduction Purpose The purpose of this guide is to provide the instaation and administration information about the appication management service in Ca Center Eite Mutichanne. Intended audience This guide is intended primariy for administrators who are responsibe for instaing and configuring the Appication Management Service in Ca Center Eite Mutichanne. Reated resources Documentation Tite Avaya Aura Ca Center Eite Mutichanne Ca Routing Server User Guide Avaya Aura Ca Center Eite Mutichanne Configuration Cient Deveoper Guide Administering Avaya Aura Ca Center Eite Mutichanne Description Provides an overview of the Ca Routing server, which enabes inteigent ca routing for inbound cas in Ca Center Eite Mutichanne. Provides information about the Configuration Cient Deveoper appication, which is a contro that aows an appication to transparenty access the configuration information, regardess of its ocation. Provides information about managing databases, configuring Ca Center Eite Mutichanne services, and administering Avaya Aura Communication Manager. Appication Management Service User Guide Comments? infodev@avaya.com October

6 Chapter 1: Introduction Tite Instaing Avaya Aura Ca Center Eite Mutichanne Avaya Aura Ca Center Eite Mutichanne Overview Avaya Aura Ca Center Eite Mutichanne Desktop User Guide Avaya Aura Ca Center Eite Mutichanne Upgrade and Migration Guide Avaya Aura Ca Center Eite Mutichanne Reporting User Guide Avaya Aura Ca Center Eite Mutichanne TTrace Consoe User Guide Instaing TTrace Consoe for Avaya Aura Ca Center Eite Mutichanne Description Provides product overview, supported products, instaation, configuration, and icensing requirements for Avaya Aura Ca Center Eite Mutichanne. Provides an overview of the Ca Center Eite Mutichanne features. Provides information about the Desktop appication, and how to use the appication to receive, view, and respond to voice and mutimedia work items. Provides information about how to upgrade or migrate Avaya Aura Ca Center Eite Mutichanne from Reease 6.2.x to Reease 6.3. The Upgrade Sequence section in the respective upgrading chapters gives a high-eve overview of the process invoved. Provides information about the reports for Agents, Customers, Interaction, Program and Schedue, Skis, and VDN. This guide aso provides information about historica reports and rea-time reports. Provides a brief overview of the TTrace Consoe appication. Provides information necessary for instaing and configuring TTrace. Training The foowing courses are avaiabe on Enter the course code in the Search fied and cick Go to search for the course. Course code ASC00206WEN ASC00207WEN ATA00781VEN Course tite Contact Center Inteigence Contact Center Automated Avaya Aura Ca Center Eite Mutichanne Soutions Basic Impementation 4 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

7 Reated resources Course code AVA001002H00 AVA00989H00 AVA01013WEN AVA01043H00 AVA00990H00 Course tite Avaya Aura Ca Center Eite Mutichanne Soution - Configuration Avaya Aura Ca Center Eite Mutichanne Soutions - Basic System Supervisor Avaya Aura Ca Center Eite Mutichanne Soutions Overview Avaya Aura Ca Center Eite Mutichanne Soutions - Basic Instaation Avaya Aura Ca Center Eite Mutichanne Soutions Advanced System Supervisor Avaya Mentor videos Avaya Mentor videos are avaiabe to provide technica content on how to insta, configure and troubeshoot Avaya products. Videos are avaiabe on the Avaya support site, isted under the video document type, and on the Avaya-run channe on YouTube. To find videos on the Avaya supported site, seect the product name, and check the videos checkbox to see a ist of avaiabe videos. Note: Note: Videos are not avaiabe for a products. To find the Avaya Mentor videos on YouTube, go to and perform one of the foowing: 1. Enter a key word or key words in the Search channe to search for a specific product or topic. 2. Scro down Payists, and cick the name of the topic to see the avaiabe ist of videos posted on the site. Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for, reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. Appication Management Service User Guide Comments? infodev@avaya.com October

8 Chapter 1: Introduction 6 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

9 Chapter 2: Overview The management and monitoring of a Media Stores, License Directors, XML Servers, and Media Directors in Ca Center Eite Mutichanne is accompished by the Appication Management Service. This service aows you to: View the status of servers Configure the servers in rea time Manage the servers Gather statistics In addition, the Appication Management Service aows you to add and manage the foowing data in the ASMediastore Database: Programs Schedues AutoText Priority contacts Denied contacts Aowed contacts AutoText/Work Code Canned Messages Advanced Work Code The Appication Management Service consists of two components: Appication Management Director: An appication that runs in a Microsoft server environment and gathers the status and heath information about the Ca Center Eite Mutichanne servers. Contro Pane: A component buit using.net Framework that connects to Appication Management Director to dispay the state of avaiabe servers. Using the consoe, you can view and change the configuration and operation information about currenty avaiabe servers. Appication Management Service User Guide Comments? infodev@avaya.com October

10 Chapter 2: Overview Important:! Important: This document discusses the configuration of the Appication Management Director. For information on configuring and operating Contro Pane, see Administering Avaya Aura Ca Center Eite Mutichanne. 8 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

11 When Appication Management Director starts, it opens a connection to a the running Media Stores, License Directors, XML Servers and Media Directors it finds on the network. Appication Management Director asks those appications to forward information reated to their configuration and operation. After that, Contro Pane dispays that information in graphica tree structure. Connections to Appication Management Director are estabished either by the muticast functionaity or through the pre-configured data from the configuration set or both. On estabishing a connection to Appication Management Director, the Contro Pane indicates that it is a management interface and asks the Appication Management Director to send a compete ist of avaiabe information. The consoe receives a coection of XML documents that aows it to accuratey dispay that information within a hierarchica node structure. Appication Management Service User Guide Comments? infodev@avaya.com October

12 Chapter 2: Overview About Appication Management Service Appication Management Director starts with the appication operating system, extracting the configuration data through the Configuration Cient. Configuration Cient manages the process of retrieving and storing configuration data to the system registry, configuration fie, or Configuration Server. Server discovery Servers are discovered on the network in the foowing one of two methods: 1. Fixed configuration through the server's configuration set. When the IP address and port number of the Appication Management Director are provided in the server's.ini fie, the server connects to the Appication Management Director. 2. Automatic discovery mechanism (using the muticast functionaity avaiabe with the Winsock protoco). Appication Management Director uses TCP muticast functionaity to broadcast to the network, periodicay, to know about Ca Center Eite Mutichanne servers. The cient functionaity buit into Ca Center Eite Mutichanne servers isten for these muticast parameters. If the cient receives a muticast parameter from an Appication Management Director to which it is not attached, it tries to connect to the Appication Management Director using the IP address and IP port number provided in the muticast packets. If the connection is estabished, Appication Management Director asks the cient for the cients identity. When Appication Management Director receives the identity and estabishes this information is correct, the connection is confirmed and the exchange of information is enabed. Note: Note: Many network routers do not aow for the forwarding of muticast packets. In this situation, Ca Center Eite Mutichanne servers that do not exist on the same network segment as Appication Management Director are not discovered. Use manua configuration for this connectivity to be successfu. 10 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

13 Chapter 3: Aerting and Aarming Ca Center Eite Mutichanne brings together a common management interface. The Appication Management Director and the Contro Pane work together to aow Ca Center Eite Mutichanne service appications to be managed from a centra point. You can manage a major Ca Center Eite Mutichanne appications through the Ca Center Eite Mutichanne s Contro Pane and these appications can register themseves with the Appication Management Director. Unti now however, Ca Center Eite Mutichanne Contro Pane did not give any indication of the status of an appication or the different sections within it. Ca Center Eite Mutichanne introduces a mechanism that aows aerting and aarming to be incorporated into the Ca Center Eite Mutichanne feature pack. The addition of aarming and notification is an ongoing exercise and existing appications wi have this functionaity fitted over the next few reeases of these products. Currenty ony License Director, Media Director, and some aspects of XML Server has support for this new aerting and aarm feature. Overview The Aerting and Aarming soution consists of the foowing three specific parts: Appications that generate aarms or state change notifications: Essentiay any Ca Center Eite Mutichanne appication that has a working state that must be conveyed to a remote entity. Appication that coects aarms: Appication Management Director coects the aarms. Appication Management Service User Guide Comments? infodev@avaya.com October

14 Chapter 3: Aerting and Aarming Appications that aert users: This coud be a number of separate appications whose roe is to watch for aarms being generated by appications in the Ca Center Eite Mutichanne feature pack, and reay this information to a point where it can be performed by an appropriate person (for exampe, System Administrator). Note: Note: The term Aarming covers the notification by a monitored appication that there has been some change in operationa status, for exampe, a ink to XML Server disconnecting or reconnecting. The term Aerting covers the process by which this change in operationa state (the Aarm ) is notified to the appropriate entity. An Aerting service is something that some Ca Center Eite Mutichanne services offer the Ca Center Eite Mutichanne feature pack. 12 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

15 Aarms and Notifications Aarms and Notifications The two types of information that pass from the Ca Center Eite Mutichanne appication to the centra server to be disseminated to aerting appications are: Aarms Notifications Aarms Aarms indicate to the Ca Center Eite Mutichanne administrator that a condition has occurred within the appication that is abnorma and must be investigated. Aarms exist in the aarming appication and within the Appication Management Director unti they are resoved or unti the originating appication is stopped. Notifications Notifications are a way that the aarming appication can indicate that a state change has happened to the Ca Center Eite Mutichanne administrator. These state changes occur in the norma operation of the aarming appication and are not events that require resoution. For exampe, stopping/starting of the service, the stopping/starting of a program or the transition of a program from one schedue to another. Appication Management Director stores the notifications unti the interna ist grows to its configured imit. Note: Note: Whie it is possibe that a notification is the pre-cursor to an aarm event, the two need not be stricty reated. Appication Management Service User Guide Comments? infodev@avaya.com October

16 Chapter 3: Aerting and Aarming Using Aarms and Notifications Appication Management Director offers Aarms and Notifications interface which is accessibe through Ca Center Eite Mutichanne Contro Pane. 1. In the eft pane, expand the Aarms And Notifications node. Thre is one node for Notifications and two nodes for Aarms, one for the active aarms and one for the resoved aarms. 14 Appication Management Service User Guide Comments? October 2013

17 Using Aarms and Notifications 2. In the eft pane, seect the Resoved node inside the Aarms node. 3. In the right pane, seect an aarm on the Summary tab to view the detaied information in the bottom pane about the seected aarm. Appication Management Service User Guide Comments? October

18 Chapter 3: Aerting and Aarming 4. Right-cick an aarm and seect Seect appication. The system seects the server node in the eft pane, which has generated the aarm and aso dispays the server detais in the right pane. 5. Do the same to view the server detais for notifications. Supported Aarms and Notifications This section outines the aarms that generate from existing Ca Center Eite Mutichanne appications. 16 Appication Management Service User Guide Comments? October 2013

19 Supported Aarms and Notifications License Director Supported Notifications Service started: This notification is sent when the appication service starts. Service Stopping: This notification is sent when the appication service is stopping. License Key Added: This notification is sent when a new icense key is added to the License Director through the management interface. This notification is not sent on startup. License Key removed: This notification is sent when a icense key is removed from the License Director through the management interface. This notification is not sent on shutdown. Supported Aarms License Invaid: When the License Director starts it oads the icense keys from the configuration set. If there is an invaid key in this configuration set then this aarm is raised. This aarm exists unti the icense entry is removed. Check that the icense key is entered correcty and that it is associated with the correct appication type. License Expired: This aarm is raised when a vaid tria icense key expires. This aarm is raised at this point and exists unti the icense entry is removed. A new icense of the same type must be obtained and instaed to the License Director. License Exhausted: This aarm is raised when the number of free icenses for a icense key reaches 0. This aarm exists unti the number of free icenses is above 0. Appications that continue to request icenses whie the count remains at 0 resut in the Cient faiure count being incremented. A arger icense of the same type must be purchased and instaed to the License Director. Media Director Supported Notifications Service started: This notification is sent when the appication service starts. Service Stopping: This notification is sent when the appication service is stopping. Queue Added: This notification is sent when a new queue is added to the Media Director through the management interface. Queue Removed: This notification is sent when a queue is removed from the Media Director through the management interface. Appication Management Service User Guide Comments? infodev@avaya.com October

20 Chapter 3: Aerting and Aarming Supported Aarms XML Link Down: This aarm is raised when the configured connection from the Media Director to the XML Server fais or can not be estabished. This aarm is raised when the ink fais and is resoved when the ink is successfuy estabished. Successive unsuccessfu attempts to contact the XML server for this ink resuts in the Last Attempt Date/Time and Retry Count variabes being updated. Check the XML Server configuration and check to ensure the XML Service is running. Resove any aarms that exist for the XML server first. License Director Link Down: This aarm is raised when the configured connection from the Media Director to the License Director fais or can not be estabished. This aarm is raised when the ink fais and is resoved when the ink is successfuy estabished. Check the configuration for the License director and that the License Director service is running. Resove any outstanding aarms for the License Director first. No Free Licenses: The ast cient that attempted to connect to this Media Director was denied because the License Director did not have any free icenses. This aarm is raised at this point and exists unti the next cient manages to connect successfuy. This aarm is not raised if the connection to License Director is down. Successive unsuccessfu attempts by cients to connect to the Media Director whie this aarm exists resuts in the Cient faiure count being incremented and the Last occurred date/time being updated. A arger icense of the same type must be purchased and instaed to the License Director. Device Monitor Faiure: This aarm is raised when the Media Directors attempts to monitor the specified device (VDN etc) fais. A separate aarm is raised for each device that fais to be monitored. This aarm exists unti the monitor succeeds, the device is removed from the configuration or the XML Server ink fais. This aarm is not raised if the ink to the XML Server is not estabished. Successive unsuccessfu attempts by the Media Director to monitor the specified device resuts in the Last attempt and Retry Count data being updated. Check that the device is correct and that it exists in the communication Manager and is added to the AES security database. Make Ca Faiure: This aarm is raised when the attempt to originate a ca from the specified device fais. This aarm is created when the first ca fais to be originated from a device and is ceared when the first ca is successfuy originated. Cas that fai in succession after the first faiure, update the aarm detais in the AMD. Each device where ca origination fais must be represented by its own aarm object. Check the configuration of the Media Director and the Avaya Communication Manager. XML Server Supported Notifications Service started: This notification is sent when the appication service starts. Service Stopping: This notification is sent when the appication service is stopping. 18 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

21 Supported Aarms and Notifications TServer Link Up: The specified ink to the Avaya AES Server has successfuy connected and is now avaiabe for use. Supported Aarms TServer Link Down: This aarm is raised when the XML Servers connection to the specified AES TServer ink fais or can not be estabished. This aarm is raised when the faiure initiay occurs and is ceared when a successfu connection is made. Check that the TServer detais are correct and that the AES Server or Avaya CT server is running. TServer Login Faiure: This aarm is raised when the XML Server connects to the specified AES TServer but ogin ink fais or can not be estabished. This aarm is raised when the faiure initiay occurs and is ceared when a successfu connection is made. Check that the TServer detais are correct and that the AES Server or Avaya CT server is running. License Director Link Down: This aarm is raised when the configured connection from XML Server to the License Director fais or can not be estabished. This aarm is raised when the ink fais and resoves when the ink is successfuy estabished. Check the configuration for the License director and that the License Director service is running. Resove any outstanding aarms for the License Director first. Name Service Faied: The Name Service is not avaiabe. Check the configuration for the License director and that the License Director service is running. Resove any outstanding aarms for the License Director first. Appication Management Service User Guide Comments? infodev@avaya.com October

22 Chapter 3: Aerting and Aarming 20 Appication Management Service User Guide Comments? October 2013

23 Chapter 4: Instaing Appication For instructions on how to insta the Appication Management Service, see Instaing Avaya Aura Ca Center Eite Mutichanne. In addition to the standard instaation steps, this document expains: How you can use command ine parameters during instaation to dictate where configuration information is retrieved. How you can change the configuration source from the oca.inc fie to the Configuration Server if an appication has aready been instaed. How to automaticay (sienty) insta an appication foowing a set of pre-defined seection options. Instaing Avaya Aura Ca Center Eite Mutichanne can be downoaded from the Avaya Support Web site: Appication Management Service User Guide Comments? infodev@avaya.com October

24 Chapter 4: Instaing Appication 22 Appication Management Service User Guide Comments? October 2013

25 Chapter 5: Administration Configuring Appication Management Director 1. Cick the Start button on the Windows Taskbar and seect Programs > Avaya Aura CC Eite Mutichanne > Desktop > Agent > Edit ASCustomActionMediaStore.ini from the pop-up menu. 2. Use the foowing definitions to define your configuration data. Note: Note: Do not change section names or parameter names. [Service Pug In Host] Service Dispay Name: The text that dispays for this service under the Name coumn of the Microsoft Windows Services screen. The defaut vaue is: AS Appication Management Director Service Command Line: Leave this parameter bank. By defaut, Service Host Pug-in sources its configuration data from the same working foder that contains the appication executabe. Service Description: The text that dispays for this service under the Description coumn of the Microsoft Windows Services screen. The defaut is: AS Appication Management Director. Service Startup State: A vaue that determines the state of the service on instaation. 0=Disabed, 1=Manua, 2=Automatic. [Appication Management Service] Muticast IP: The IP address that is used for muticasting between appications. When an appication starts, it joins this muticast address and receive packet information from the Appication Management Director. The defaut is Muticast Port: The port number that is used for muticasting between appications. The defaut is Enabe Muticast: A vaue that determines if muticasting is used to ocate the Appication Management Director or not. True=enabed, Fase=disabed. The defaut is True. Appication Management Service User Guide Comments? infodev@avaya.com October

26 Chapter 5: Administration Appication Management Director URL List: If muticasting is disabed, these URLs are used to find the Appication Management Directors set up in your contact center. Items are separated by commas and foow the format: IP address:port number, IP address:port number. Management Object URL: The URL used by Ca Center Eite Mutichanne Contro Pane to connect to the remoting management object. The URL must use the foowing format: channetype://fuyquaifiedcomputername:port/uri. If the entry is empty, a defaut URL is automaticay created. [Cient Connections] IP Address: The oca IP address for accepting incoming cient connections. IP Port: The oca IP port for accepting incoming cient connections. Aow Muticast: A vaue that determines whether muticasting of the connection information is enabed or not. True=enabed, Fase=disabed. Enabe Trace: A vaue that determines whether information is ogged to the og fie. True=enabed, Fase=disabed. Broadcast Interva In Seconds: How frequenty, in seconds, connection information is muticasted. Muticast IP: The IP address that is used for muticasting the connection information. The defaut is Muticast Port: The port number that is used for muticasting the connection information. Receive Buffer Length: The buffer size for incoming messages. The defaut is [Pug In Assemby List] This section ists a oadabe generic pug-ins. Each entry has the format "Friendy name=pug-in section name". The pug-in section name points to (and is the same as) the section in the fie that contains configuration data for that pug-in. For exampe: Appication Management Director Pug in = Appication Management Director 24 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

27 Error Logging [Appication Management Director] Assemby Fie Name: The name of the pug-in fie to be oaded. If the pug-in is not ocated in the defaut fie path (the same foder as the host appication), aso specify the fie path. For this pug-in, use: ASAppicationManagementDirectorPugin.d Appication Management Director URL: The URL for this Appication Management Director. The URL foows the format: gtcp:// :29074/ AppicationManagementDirector.rem Muticast IP: The IP address used for muticasting between appications. When an appication starts, it joins this muticast address and receive packet information from the Appication Management Director. The defaut is Muticast Port: The port number used for muticasting between appications. The defaut is Update Interva Seconds: The interva, in seconds, between muticast broadcasts. The defaut is 10. [Server Identifier] Server Instance Friendy Name: Any name you want to dispay for this appication within Ca Center Eite Mutichanne Contro Pane. Server Instance ID: A unique identifier for the server appication, which is created automaticay when it runs for the first time. Server Instance Type: An ID used by other appications to determine what type of component the appications are communicating with. Error Logging Agent ogs error information reated to its own operation to a series of og fies. A new og fie is created for each day of the week. The name of the error og fie ceary identifies the appication and the day of the week, for exampe: MonACRS.og. After a og fie reaches the size imit specified in the configuration, the og fie is archived and a new fie is created. Note: Note: The archive ony stores one og fie. If the second error og reaches the specified maximum size, it overrides the previousy archived og fie. Appication Management Service User Guide Comments? infodev@avaya.com October

28 Chapter 5: Administration The types of errors ogged by the error og are determined by the ogging eve retrieved from the appication's configuration data. Leves of error ogging are: 0. No error ogging takes pace. 1. Logs fata, major, minor and trace information. 2. Logs fata, major and minor errors. 4. Logs fata and major errors. 8. Logs fata errors ony. Each fie records the seected ogging eve, the date, time, ocation, and description of every error that occurs. Error og fies are automaticay saved into the appication's current working foder (the same foder as the appication executabe). Diagnostic Testing Error Logging Diagnostic testing error ogging is another error og eve. Diagnostic testing error ogging ets you create og fies that do not override each other every time the maximum og fie size imit is reached. This ogging eve is for diagnostics ony. To create this ooging eve, add 128 to one of the defaut ogging eve. For exampe, if you specify Error Log Leve=129 (1+128), new error og fies are continuousy created, and contain fata, major, minor and trace information. Each new fie has a unique name based on the date (year, month, and day) and time (hours, minutes, and seconds) it was created. For exampe: YYYYMMDDHHMMSSASMediaDirector.og. Where, YYYY = Year MM = Month DD = Day HH = Hour MM = Minute SS = Seconds 26 Appication Management Service User Guide Comments? infodev@avaya.com October 2013

29 Starting the service WARNING:! WARNING: To prevent creating mutitude of og fies affecting your avaiabe disk space, use this error ogging eve ony for short periods of time whie carrying out diagnostic testing. Starting the service To start your Ca Center Eite Mutichanne service: 1. From the Windows Start menu seect Contro Pane. 2. Cick Administrative Toos. 3. Cick Services. 4. Right-cick the foowing Ca Center Eite Mutichanne services and seect Start. AS AOL-ICQ Instant Messenger Gateway AS Appication Management Director AS Ca Routing Server AS Emai Media Store AS IDS MutiMedia AS IDS View AS IDS Voice AS IVR Server AS Media Proxy Service AS MSN Messenger Gateway AS Preview Contact Media Store AS Short Message Service Gateway AS Simpe Messaging Media Store AS Web Chat Gateway AS XML Server Appication Management Service User Guide Comments? October

30 Chapter 5: Administration 28 Appication Management Service User Guide Comments? October 2013

31 Index Index A aarms and notifications aarms notifications aering and aarming C configuring appication management director E error ogging diagnostic testing ogging eves I instaing appication management service S starting the appication management service supported aarms and notifications License Director Media Director XML server U using aarms and notifications Appication Management Service User Guide October

32 Index 30 Appication Management Service User Guide October 2013