NOTICE. Mitel is a registered trademark of Mitel Networks Corporation.

Transcription

1 ADMINISTRATOR GUIDE

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks Corporation. The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. Nothing in this document may be reproduced in any manner, whether wholly or in part for any use whatsoever, without written permission from Mitel Networks Corporation. Mitel is a registered trademark of Mitel Networks Corporation. Outlook is a trademark of Microsoft; Lotus Notes is a trademark of IBM. Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged. August 2006, Trademark of Mitel Networks Corporation Copyright 2006, Mitel Networks Corporation All rights reserved

3 Contents Contents About Your Assistant...1 About This Guide...1 Audience...1 Conventions...1 About Your Assistant...2 About the Softphone Module...2 Documentation...3 Emergency Call Services Support...3 Emergency Call Services Support Legal Disclaimer English...4 Deploying Your Assistant...5 Overview of Your Assistant Deployment...5 Your Assistant Component Architecture...5 The Your Assistant Deployment Process...6 Planning for Your Assistant Clients Deployment...7 Determining Operating System and Software Support...7 Determining Hardware Support...7 Planning Client Deployment...8 Planning for Your Assistant Servers Deployment...9 Assessing Your Hardware and Software...9 Designing for Performance and Availability...10 Performing Capacity Planning...10 Designing Your Assistant Active Directory Topologies...12 Deploying and Managing Your Assistant...13 Network Guidelines...13 Integrated Communications Platform Configuration...14 Installing and Configuring the Your Assistant Management Software...35 Configuring an Enterprise...40 Creating an Enterprise...40 About Your Assistant Administration Tool...50 An Overview of Presence...57 Licensable Features Feature Matrix...59 Supported Feature Access Codes...63 Changing Registered YA Server IPs on the Enterprise...64 Configuring Automatic Call Distribution (ACD)...66 Setting up ACD on the 3300 ICP...66 Installing Your Assistant Clients...70 Logging on to Your Assistant Server...75 About Your Assistant Collaboration Module...78 Architecture...78 Managing Connections...78 Deploying Your Assistant Collaboration Module...79 System Requirements...79 Server System Requirements...79 i

4 Contents Client Requirements...81 Network Environment Preparation...83 Installation...84 Setup and Management...84 General System Settings...86 Web Services Settings...87 Configuring Mitel Your Asistant Collaboration Server With Other Web Servers...88 Managing Accounts...90 Managing Conferences...92 Quality of Service Levels...93 Security...94 Enabling Security...94 Using Certificates...95 Verifying Security Is Enabled...98 Your Assistant Troubleshooting Guide...99 Installation Problems Quick Reference...99 Collaboration Problems Quick Reference Audio Problems Quick Reference Error Codes and Troubleshooting Tools YA Client Startup Initialization Errors Configuration Change Warning Messages Teleworker Setup Errors File Sending Errors PIM Integration Errors ACD Errors YA Server Log Files and Troubleshooting Tools YA Client Log Files and Troubleshooting Tools MiTAI Error Codes YA Installation Troubleshooting Appendix A Your Assistant with Softphone Module Network Guidelines Assumptions Network Guidelines Setting Priority Conversion Bandwidth Provisioning Example Appendix B: VPN Guidelines VPN Configuration Overview Teleworker Configuration Remote Office Configuration Mobile Configuration Requirements VPN Requirements Recommended VPNs Network Requirements Bandwidth Requirements About Quality of Service (QOS) ii

5 Contents Firewall Configurations Corporate Firewall Configurations Remote Firewall Configurations VPN with Built-in Firewall Appendix C: Upgrading to YA Upgrading to Release Downloading Your Assistant Back-up Your Assistant Server Database Upgrading Your Assistant Server Required Steps for the Same Functionality as in Previous Versions: License the Server Active Directory Synchronized Installations Upgrade Clients Troubleshooting Tips Appendix D: Network Diagrams Appendix E: Non-English Emergency Call Services Support Disclaimers Emergency Call Services Support Legal Disclaimer French (Canada) Emergency Call Services Support Legal Disclaimer German Emergency Call Services Support Legal Disclaimer Italian Emergency Call Services Support Legal Disclaimer Portuguese (Brazil) Emergency Call Services Support Legal Disclaimer Portuguese (Europe) Emergency Call Services Support Legal Disclaimer Spanish (Latin America) Emergency Call Services Support Legal Disclaimer Spanish (Europe) Emergency Call Services Support Legal Disclaimer Dutch iii

6 About Your Assistant About Your Assistant Mitel Your Assistant is an intuitive PC-based application that converges the call control capabilities of the Mitel 3300 or SX-200 Integrated Communications Platform (ICP) with contact management and collaboration applications to simplify and enhance real-time communications. Your Assistant with the Softphone Module also offers an embedded IP-based software phone. When remotely connected to the 3300 ICP or SX- ICP via a secure network connection, mobile users can make and receive calls as though they were inside the corporate network. Your Assistant with the Softphone Module also lets users record calls on their computer. About This Guide This administrator guide contains information about installing and configuring Your Assistant on a 3300 or SX-200 ICP, and is organized as follows: About Your Assistant (this section) Deploying Your Assistant (page 5) Appendix A: Your Assistant with Softphone Module Network Guideline(page 99) Appendix B: VPN Guidelines (page 127) Appendix C: Upgrading to YA 3.2 (page 135) Appendix D: Network Diagrams (page 138) Appendix E: Non-English Emergency Call Services Support Disclaimers (page 143) Note: This Administrator Guide assumes that you are familiar with the System Administration Tools for your Mitel 3300 ICP or SX-200 ICP, and that you have already purchased Your Assistant and the necessary ICP licenses. You should always review the Release Notes before installing Your Assistant. Audience This document is intended for IT managers/system administrators. Conventions The term PIM (Personal Information Manager) refers to a supported PIM application (for example, Outlook or Lotus Notes). See Determining Operating System and Software Support on page 7 for a list of the supported PIMs. The term Softphone refers to the software-based IP phone that is included with the Softphone Module. The term Deskphone refers to the physical IP phone set sitting on the user s desk. 1

7 About Your Assistant About Your Assistant Your Assistant Main Screen Your Assistant is a desktop application that lets users control their Mitel IP deskphone from their computer. With Your Assistant s intuitive interface, users can: Make and receive calls. Forward incoming calls. Set up various call forwarding profiles. Create speed dial/favorites. Use drag-and-drop to manage conference calls. Securely instant message other Your Assistant users. Monitor presence availability of other Your Assistant users. As well, Your Assistant provides: Call timer and annotation tools. Detailed call history. Integration with MSN Instant Messenger. Fully configurable user interface. Call interface when using your PIM s dialing application (if any). On-demand web conferencing (optional). About the Softphone Module Your Assistant with the Softphone Module provides all the features of Your Assistant, plus: Embedded IP-based software telephone (Softphone Module) Call recording (calls are recorded as.wav files on the user s computer) 2

8 About Your Assistant For users with both a deskphone and a softphone, Your Assistant with the Softphone Module can be used in two ways. Deskphone mode: in this mode, Your Assistant is used as an interface to the user s deskphone. Softphone mode: in this mode, the Softphone Module is used as a stand-alone phone. If the softphone is not active all calls are automatically forwarded to the deskphone. Users select which mode they want when they start up Your Assistant. Users can also change modes when Your Assistant is running (they will have to exit and restart). The softphone and the deskphone each have different extension numbers. Note: We recommend that users not publish their softphone extension number unless the user does not ever use a deskphone. Warning: Failure of a server results in failure of that server s YA softphones to operate and place calls, including emergency calls. A server failure would not affect the functionalities of a deskphone. Documentation The following documentation is available for Your Assistant: Release Notes. Distributed with the application. You can also download it from Mitel Online. Administrator Guide (this document). You can download additional PDF copies from edocs.mitel.com (you need a Mitel Online account to access this document). Online Help. Embedded with the application. User Guide. You can download PDF copies from edocs.mitel.com/ug/index.html. To send us feedback If you have suggestions on how to improve this documentation, please contact us at techpubs@mitel.com. Emergency Call Services Support When used in a remote location, Your Assistant with the Softphone Module is not suitable for providing reliable access to call for emergency services (for example, 911, 999 or 112). See the following legal disclaimer. 3

9 About Your Assistant Emergency Call Services Support Legal Disclaimer English WARNING: Mitel DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY OR REPRESENTATION THAT THE SOFTWARE WILL PERMIT OR ALLOW YOU ACCESS TO EMERGENCY CALL SERVICES, SUCH AS 911/999/112 OR SIMILAR EMERGENCY CALL SERVICES (IN THE APPLICABLE TERRITORY WHERE THE SOFTWARE IS USED). Mitel FURTHER DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTY OR REPRESENTATION THAT, IN THE EVENT SUCH ACCESS IS AVAILABLE, THE SOFTWARE WILL RELAY ACCURATELY OR AT ALL, THE DEVICE IDENTIFICATION NUMBER OR PHONE NUMBER (ALSO KNOWN AS AN AUTOMATIC NUMBER IDENTIFICATION (ANI) OR CALLBACK) OR THE LOCATION (ALSO KNOWN AS AUTOMATIC LOCATION INFORMATION (ALI)) YOU ARE CALLING FROM, TO THE APPROPRIATE EMERGENCY RESPONSE CENTER (ALSO KNOWN AS A PUBLIC SAFETY ANSWERING POINT (PSAP)). Mitel RECOMMENDS THAT THE SOFTWARE NOT BE USED IN CONNECTION WITH OR TO UTILIZE EMERGENCY CALL SERVICES, SUCH AS 911/999/112 OR SIMILAR EMERGENCY CALL SERVICES. 4

10 Deploying Your Assistant Deploying Your Assistant Overview of Your Assistant Deployment Deployment of Your Assistant Server requires Windows 2000, Windows 2000 Server, Windows XP Professional, or Windows 2003 Server, the Microsoft.Net Framework 1.1 SP1, and Microsoft Data Access Components (MDAC) 2.7 or later. Also, Your Assistant requires at least one Mitel 3300 ICP or SX-200 ICP. Your Assistant Component Architecture Before beginning the design and deployment of Your Assistant, you should understand the various components involved. The following tables summarize the most visible components of Your Assistant. The components are listed in the tables as two groups: those that are required and those components that are optional. Table 1 lists the components that are required in all scenarios. Table 1 Required Your Assistant Components Components Function Your Assistant Clients Mitel Deskphone (optional if configured with the Softphone Module) Mitel 3300 or SX-200 ICP Your Assistant provides all the functionality of a MitelMitel desk set. Additionally, Your Assistant presents a much easier interface to the desk set functions and can optionally provide secure chat, MSN integration, PIM integration, and call recording. Call logging and call annotation are also included in the base configuration. Your Assistant controls and complements the Mitel phone. Supported sets are: Supersets 4015, 4025, 4150 IP Phones: 5005, 5205, 5207, 5010, 5215, 5020, 5212, 5220, 5224 IP Appliances: 5140, 5230, 5235, 5240 The IP PBX does all call control for deskphones and Your Assistant Softphone Modules. 5

11 Deploying Your Assistant Table 2 lists the components that are optional. Table 2--Optional Your Assistant Components Components Personal Information Manager (PIM) Function Your Assistant can retrieve caller information directly from the PIM so that callers are identified before being answered and also so that the call can be correctly logged. Supported PIMs include: Act! 5(2000), Act! 6 (Best Software) Lotus Notes R5, or R6, R6.5, R6.5.2 (IBM) Outlook 2000, 2002(XP), 2003, Exchange 2003 or greater (Microsoft) Goldmine 5.5 Windows or MSN Messenger You Assistant Softphone Module Teleworker 6000 Release Microsoft Live Communications Server* Your Assistant can monitor messenger presence and availability and send instant messages. A Your Assistant integrated full-featured IP- Phone implemented in software. Version or later Secure real-time communications server. * To use Microsoft Live Communications Server (LCS) 2003 or 2005, the clients must be licensed for the MSN feature and have the LCS client (Windows Messenger 5.0 or 5.1) installed. To integrate the Your Assistant Server, see the section on the Active Directory Synchronizer in the Corporate Directory Synchronizers section on page 51. Note: Only Single Line and Multicall lines are supported. Key Line and BLF are not supported. The Your Assistant Deployment Process Planning for Your Assistant Clients Deployment Planning for Your Assistant Servers Deployment Note: Table 7 contains guidelines only. Requirements may very depending on Your Assistant usage and other network conditions. Further, these guidelines apply to a server dedicated to running only the Your Assistant server. Mitel recommends that YA server software must run on a dedicated server. Note: Refer to 276HDeploying Your Assistant Collaboration Module on page 277H79 for Server requirements when using Collaboration on the same server as Your Assistant. Designing for Performance and Availability 6

12 Deploying Your Assistant Integrated Communications Platform Configuration Installing and Configuring the Your Assistant Management Software Configuring an Enterprise Installing and Configuring the Your Assistant Web Conference Module (Optional) Managing Users Installing Your Assistant Clients Planning for Your Assistant Clients Deployment Determining Operating System and Software Support Table 3 OS and Software Support Software Operating System Windows 2000 Server Version/Service Pack Supported SP3 Windows 2000 Pro SP3, SP4 Windows XP SP1, SP2 Windows 2003 Server SP1 Microsoft.Net Framework 1.1 SP1 Microsoft Data Access Components 2.7, 2.8 (included with Windows XP) Windows Installer Service 2.0 (included with all supported Windows operating systems) Instant Messenger* Windows Messenger 5.0 MSN Messenger 6.0 PIMs* Act! 2000 (Best Software) Lotus Notes R5 (IBM) Outlook 97 (Microsoft) Goldmine 5.5 *Neither a PIM nor an instant messenger is required to run Your Assistant. Note: Mitel's Your Assistant is not currently compatible with version 2.0 of the.net Framework; it is possible to deploy Your Assistant on a machine with both the 1.1 and 2.0 versions of the.net Framework, but NOT on machines with only version 2.0. Determining Hardware Support Table 4 Hardware Requirements Hardware Your Assistant Your Assistant with Softphone Module CPU Pentium IIl (500 Pentium IIl (500 MHz) MHz) RAM 128 MB 256 MB Free disk space 40 MB 40 MB Network Interface Card Full duplex 10/100 Mbps (100 Mbps full duplex recommended) Sound Card n/a Full Duplex Full duplex 10/100 Mbps (100 Mbps full duplex recommended) 7

13 Deploying Your Assistant Hardware Your Assistant Your Assistant with Softphone Module Headsets n/a USB headset Deskphone 3300 ICP Supersets 4015, 4025, 4150 IP Phones: 5005, 5205, 5207, 5010, 5215, 5020, 5212, 5220, 5224 A deskphone is not required when Your Assistant is configured with the Softphone Module. However, Your Assistant with Softphone Module can be operated in deskphone mode where any of the phones supported for Your Assistant can be monitored and controlled. Deskphone SX-200 ICP IP Appliances: 5140, 5230, 5235, 5240 IP Phones: 5005, , , , 5224 ** Dual mode sets are only supported in MiNET mode. Table 5 CPU and RAM Requirements Configuration CPU RAM Disk Supported Recommended Supported Recommended Space Your Assistant PIII 500 PIV 1.4 GHz 128 MB 256 MB 40 MB MHz Your Assistant with Softphone PIII 500 MHz PIV 1.4 GHz 256 MB 256 MB 40 MB Your Assistant and Collaboration Participant Your Assistant with Softphone and Collaboration Participant Your Assistant and Collaboration Host or Presenter Your Assistant with Softphone and Collaboration Host or Presenter PIII 500 MHz PIII 500 MHz PIV 1.4 GHz PIV 1.4 GHz PIV 1.4 GHz 128 MB 256 MB 256 MB PIV 1.4 GHz 256 MB 256 MB 256 MB PIV 2.0 GHz 256 MB 256 MB 256 MB PIV 2.0 GHz 256 MB 256 MB 256 MB Planning Client Deployment Software Distribution Point You can use a file server on your network as a software distribution point for the Your Assistant client. When you rollout, send an to users explaining the pending rollout and providing a link to the distribution point and any configuration details required by the installation wizard. 8

14 Deploying Your Assistant IntelliMirror The Microsoft IntelliMirror management technologies can be used with Windows Installer to deploy and manage the installation of Mitel Your Assistant client. For more information, please see Step-by-Step Guide to Software Installation and Maintenance ( Logon Script The Windows Script Host can also be used to create a logon script for deploying Your Assistant. See the Windows Script Host site ( or the Windows Management Instrumentation site ( SMS Where scheduling, inventory, status, reporting, and support for deployment across a wide area network, Microsoft recommends using Systems Management Server 2003 (SMS). For more information, see the Systems Management Server Home web site. Group Policy You can create a Group Policy object to deploy Your Assistant clients. For more information, see Deploying and upgrading software in Help and Support Center for Windows Server Planning for Your Assistant Servers Deployment Assessing Your Hardware and Software Your Assistant Server Hardware Requirements Table 6 Your Assistant Server Hardware Requirements Hardware Your Assistant CPU Pentium III 600 MHz RAM 128 MB Free disk space 5 GB Network Interface Card Full duplex 100 Mbps Your Assistant Server Software Requirements Table 7 Your Assistant Server Software Requirements Software Version/Service Pack Supported Operating System Windows 2000 Server SP3 Windows 2000 SP3 Professional Windows 2003 Server SP1 Windows XP SP1 Windows Update Microsoft.Net Framework Microsoft.Net Framework 1.1 SP1 9

15 Deploying Your Assistant Telephony Library Data Access Library Installer Library Software Mitel MiAudio Desktop Edition Microsoft Data Access Components (MDAC) Windows Installer Service Version/Service Pack Supported MiTAI USDK V1.2 releases of MiAudio and MiXML Server (downloaded with the application) 2.7, 2.8 (included with Windows XP and 2003 Server) 2.0 (included with all supported Windows operating systems) Note: Table 7 contains guidelines only. Requirements may very depending on Your Assistant usage and other network conditions. Further, these guidelines apply to a server dedicated to running only the Your Assistant server. Mitel recommends that YA server software must run on a dedicated server. Note: Refer to Deploying Your Assistant Collaboration Module on page 79 for Server requirements when using Collaboration on the same server as Your Assistant. Designing for Performance and Availability Performing Capacity Planning Determining How Many ICPs to Deploy 3300 ICP Your Assistant 3.2 requires 3300 ICP software version 6.0 or later. The 3300 ICP will support 1000 line monitors. Therefore, these monitors must be apportioned among the deployed Your Assistant clients. For example, if 1000 Your Assistant clients are deployed without softphone, each client can monitor one line. If 200 clients are deployed with softphone, and there are an equal number of lines for each softphone as there is for the associated deskphone, 150 clients can monitor two lines and the remaining 50 clients can monitor four lines (150 x 2 x x 2 x 4 = 1000). SX-200 ICP Your Assistant 3.2 requires SX-200 ICP software version 3.0 or later. The SX-200 ICP will support no more than 75 Your Assistant clients. However, the SX-200 ICP has a limit of 150 lines that can be monitored. These must be apportioned among the Your Assistant clients. If 75 Your Assistant clients are deployed, each could be configured with two lines (2 x 75). Or 50 could monitor one line and 25 could monitor four lines (1 x x 25). 10

16 Deploying Your Assistant Mitel System Engineering Tool For people installing a large YA solution, Mitel recommends the use of the Mitel System Engineering Tool (aka SET), a spreadsheet and documentation set that is released through the Lotus Notes database (DK112664). The SET includes a number of limitations and installation warnings. The following diagrams are from the 3300 ICP guidelines, which you may wish to refer to. (See the section "Your Assistant and Your Assistant Softphone"). Determining How Many Your Assistant Servers to Deploy Table 8 describes how many users a given hardware configuration will support. 11

17 Deploying Your Assistant Table 8 Number of Users Number of Users CPU RAM MHz 128 MB MHz 256 MB 50 1 GHz 256 MB GHz 256 MB GHz 512 MB GHz 1 GB The Your Assistant server has no limit on the number of 3300 or SX-200 ICPs. Note: Refer to Deploying Your Assistant Collaboration Module on page 79 for Server requirements when using Collaboration on the same server as Your Assistant. Note: For the Your Assistant clients to launch and receive a license to operate, the Your Assistant server must be running at all times. Note: Your Assistant client should not be installed on the Your Assistant server. The client and server will operate correctly on the same PC, but if one is uninstalled, the other will not operate correctly. Designing Your Assistant Active Directory Topologies Your Assistant Server Design Considerations The Your Assistant server is designed to integrate with a single Active Directory controller. Single-Forest Topology The topology for a single domain is shown in Figure 1. This is the simplest configuration where Active Directory synchronization can be enabled. Figure 1 Single-Forest Topology 12

18 Deploying Your Assistant Figure 2 illustrates the interaction of network components in a single-forest topology. Figure 2 Component interaction in a single-forest Your Assistant deployment Multi-Forest Topology Multi-Forest topologies are not directly supported in Your Assistant. However, sub-domains can be supported by deploying a YA Server for each sub-domain and directing each YA Server to each sub-domain controller. Deploying and Managing Your Assistant Network Guidelines The first step is to do a site survey. 13

19 Deploying Your Assistant Your Assistant Client PC s must meet minimum requirements (see page 7). Confirm that client phones are supported (see page 7). Your Assistant Server PC must meet minimum requirements (see page 9). Maintain Mitel prescribed LAN architecture (see Mitel Engineering Guidelines for the 3300 ICP or SX-200 ICP). For a detailed explanation of how the network should be configured for the 3300 ICP, see the document Mitel Engineering Guidelines for the Implementation of MN3300 Platforms. Your Assistant with the Softphone Module is directly affected by the design of the network topology. In configurations where the ICP is on a VLAN different than the VLAN for Your Assistant client PCs, these VLANs must be routable. Integrated Communications Platform Configuration SX-200 ICP Configuration Warning: Your Assistant 3.2 will not operate on any SX-200 version prior to 3.0. This section contains information on configuring your SX-200 ICP to support Your Assistant. You need to complete the following steps in order to configure Your Assistant users on the SX-200 ICP. Enable Application Interface for Your Assistant 1. Log into the CDE; 2. In form 4, enable option 105, Mitel Application Interface. When prompted, enter the Mitel Options Password; 3. In form 12, set the entry where Bay = 1, SLT = 13, and CCT = 19 with the settings: Type = SOCKET, TEN = 1, EXT NUM is an extension that will otherwise be unused, COS = 1, COR = 1, CDN = 1; 4. In form 34, configure the unused extension from step 3. The settings should be: PRINTOUT = MAI (select ESC 5 for more options, then ESC 9 for MAI) PRINTOUT TYPE = Autoprint GUARANTEED = NO Multiline Multicall Appearance on the SX-200 ICP The SX-200 ICP does not have a form to program multicall lines so that an appearance of the deskphone cannot be effectively programmed to appear on their softphone. 14

20 Deploying Your Assistant SX-200 ICP users configured with both a deskphone and softphone must manually forward their deskphone to their softphone. This is not done automatically. When the softphone is closed YA will automatically forward back to the deskphone. A possible workaround solution is deleting the extension number and reprogramming it. For each user: 1. Delete all softphone lines for the user 2. Re-add the softphone lines as 5220s, with a line appearance of a deskphone 3. When the user starts up YA in softphone mode and reconnects to the SX-200 ICP, the 5220 device will change back to a YA Pro (softphone) device. Set Up Voice Mail for Your Assistant Users If you are using the pre-configured extensions, voice mailboxes are already configured. The user merely needs to call the default voice mail extension 300 and set up their voice mailbox using the interactive attendant. If new extensions were configured, new mailboxes can be setup in form 50, Mailboxes. (See your SX-200 ICP technical documentation for more details on any of these steps) ICP Configuration This section contains information on configuring your 3300 ICP to support Your Assistant. IMPORTANT: Only Mitel-certified 3300 technicians can configure the ICP. You need to complete the following steps in order to configure Your Assistant users on the 3300 ICP. Note: Step 1 requires a system reboot, and should be done during off-peak hours. 1. Add the Required Licenses to the 3300 ICP (page 15). 2. Create Extension Numbers for Your Assistant Users (page 17). 3. Create Class of Service and Zone Compression for Your Assistant (page 20). 4. Update the Telephone Directory (page 23). 5. Configure Multiple Incoming Call Support (Optional) (page 32). 6. Configure Teleworker Support (page 25). Note: For people installing a large YA solution, Mitel recommends the use of the Mitel System Engineering Tool which includes a number of limitations and installation warnings. Add the Required Licenses to the 3300 ICP Note: We recommend that you perform a system backup before you add licenses to the 3300 ICP, and a data restore once you are done (see the 3300 Technician s Handbook for more information). Note: Adding licenses to a 3300 ICP is service-affecting, and should be done during offpeak hours. 15

21 Deploying Your Assistant To add licenses to the 3300 ICP 1. Log on to the 3300 System Administration Tool. 2. In the Selection drop-down menu, select System Configuration. 3. Open the System Configuration folder, the System Capacity folder, and then select the License and Option Selection form. 4. Click Change to edit the License and Selection form. 5. Update the total number of IP user and device licenses you now have. 6. Ensure that MiTAI/TAPI Computer Integration is set to Yes. (see below for more information about MiTAI/TAPI) 7. Enter your System Options Password in the Password field, and then click Save. 8. Reboot the 3300 ICP controller. Note: Any additions to licensing do not require restarting YA services. About TAPI The TSP provided by Mitel allows for users to make calls from other applications. There is no direct interaction with YA and the TSP, YA only monitors the events from MiTAI that occur due to actions preformed by the TSP on the PBX, eg Dialing from outlook. Below is a short description of TAPI and TSP. TAPI 16

22 Deploying Your Assistant o TSP o TAPI stands for Telephony API, or Telephony Application Programming Interface. TAPI was developed jointly by Microsoft and Intel, with input from a number of telephony companies, and originally released in TAPI enables Windows applications to share telephony devices with each other and provides a common means of handling different media (voice, data, fax, video, etc.) on a wide range of hardware platforms. The term "service provider" is nothing more than a fancy name for a driver. A TAPI service provider (TSP) is a driver that allows TAPI applications to communicate with different types of TAPI hardware. Windows 95 and NT come with a built in TSP called Unimodem. Unimodem is a "universal" modem service provider that supports a wide range of commonly used modems. When using telephony hardware other than modems, such as PBX's, voice processing cards, etc. you will typically use a TSP provided by the hardware vendor. Create Extension Numbers for Your Assistant Users Note: If a user has both a deskphone and a softphone, create a separate extension number for each. Programming Multiline Appearance and Basic Multicall Support For users with both a deskphone and a softphone the 3300 MUST be reprogrammed such that: The deskphone shall have the attached voic (assuming the user has voic ) The softphone shall have no attached voic . The softphone shall have a line appearance of the deskphone When the deskphone is dialled, both the deskphone and the softphone will ring. The softphone will be programmatically forwarded (CFA) to deskphone upon shutdown of YA. To create extension numbers for Your Assistant users 1. Open the Devices folder, the IP Telephones folder, the Multiline IP Sets folder, and then select the Multiline IP Set Configuration form. 17

23 Deploying Your Assistant 2. Click the Add button to add an extension number to the system. 3. Enter the information for the user (click Help for more information). o o 4. Click Save. For a deskphone, set Device Type to the name of the device (5020 IP in the example above). For a Your Assistant Softphone Module, set Device Type to 6600 YA PRO. Note: YA Lite softphone users are configured the same as regular softphone users with the exception of licensable features. YALS users are only provisioned with a "YA base" & "YA softphone" license within the ADMIN tools "user properties, licensed features. Note: Adding a new DN to the 3300 or deleting an existing DN requires a restart of the YA services unless the DN changed is not a YA extension. 18

24 Deploying Your Assistant To create extension numbers for Your Assistant users with DNI phones 1. Open the Devices folder, the DNI Telephones folder, the Multiline DNI Sets folder, and then select the Multiline DNI Set Configuration form. 2. Select the circuit to be configured and click Change. The Change Range Programming form opens. 19

25 Deploying Your Assistant 3. Enter the information for the user (click Help for more information). 4. Click Save. Create Class of Service and Zone Compression for Your Assistant For Your Assistant to function properly, you must group all Your Assistant deskphones and Your Assistant Softphone Modules in a separate Class of Service (COS), and ensure that the following options are properly set for that Class of Service: COS Option Required Setting for Your Assistant Softphone Module HCI/CTI/TAPI Call Control Allowed Yes Yes HCI/CTI/TAPI Monitor Allowed Yes Yes Voice Mail Softkey Allowed a No No Call Forwarding (External Destination) (as desired) (as desired) a. If set to Yes, users will not be able to hang up from their voice mailbox when using Your Assistant. To set Class of Service and zone compression 1. In the Devices folder, select the Class of Service Options Assignment form. 2. Select an unused Class of Service number (4 in the example above), and then click Change to edit that Class of Service. 20

26 Deploying Your Assistant 3. Enter a name for the Class of Service in the Comment field. 4. Ensure that the required Class of Service (COS) options are set properly (see table on page 20). 5. In the Devices folder, select the Station Service Assignment form. 6. Verify that all Your Assistant extensions: o o Have the same Class of Service (COS 4 in the example above). Verify that the Your Assistant Softphone Modules are not in the default compression zone (you may need to scroll horizontally to see the Compression Zone field). 7. To change an extension s Class of Service or compression zone: 21

27 Deploying Your Assistant a) Select the extension number. b) Click Change. The Change Station Service Assignment window opens. c) Enter the new Class of Service and/or Compression Zone ID (for Class of Service, make sure that the Day, Night 1 and Night 2 COS conform to the information in step 5 on page 21). d) Click Save. 8. If you have more than one Your Assistant Softphone Module in a compression zone: a) Open the IP Telephones folder, then select the Compression Zone Assignment form. b) Verify that intra-zone compression is enabled for the compression zones with more than one Softphone Module. 9. To enable intra-zone compression: a) Select the desired Compression Zone ID, and click Change. The Change Compression Zone window opens. 22

28 Deploying Your Assistant b) Set Intra-Zone Compression to Yes, and click Save. Update the Telephone Directory You need to add a directory entry for each user device. Note: When a Your Assistant user with the Softphone Module has BOTH a deskphone and a softphone, Mitel recommends that you make the softphone extension private. To add users to the Telephone Directory 1. In the Selection drop-down menu, select System Administration. 2. Open the Telephony Directory Management folder, and then select the Telephony Directory Assignment form. 3. For each user device: 23

29 Deploying Your Assistant a) Click Add to edit the 3300 ICP Telephone Directory. b) Enter the user information, and click Save. Set Up Voice Mail for Your Assistant Users Note: For Your Assistant users with BOTH a Softphone Module and deskphone, you do not need to create a voice mail account for the softphone. To add a voice mailbox extension 1. In the Voice Mail folder, select the Voice Mailbox Configuration form. 2. For each user: 24

30 Deploying Your Assistant a) Click Add to create a new voice mailbox. b) Enter the user information, and click Save. Note: If a user needs to point to a different voice mail than the PBX default, it needs to be changed within the YA admin tool in the user properties for that specific user. The user cannot change it within their YA client configuration settings. Note: Any changes to voice mail do not require restarting YA services. Configure Teleworker Support To configure Teleworker support the MAS must be programmed to point to the The teleworker phones point to the MAS's external public address which proxies their traffic and sends it on to the Setting up a Teleworker Blade Login to the Managed Application Server 25

31 Deploying Your Assistant Setup ICP(s) 1. From the MAS select IP Telephony, Teleworker Solution, Main tab. 2. Enter the IPC name, IP Address and select the Mitel Networks ICP type from the drop down list. (The install password is for Teleworker hard set, not for YA client). 3. Enter the public IP address of the Teleworker Gateway. 4. Click Save. 5. Repeat from step (1) for multiple ICPs. Note: Only one public IP address for the Teleworker Gateway. For more information refer to the Teleworker Solution server documentation. 26

32 Deploying Your Assistant 27

33 Deploying Your Assistant Configure Set(s) 1. From the Configure Teleworker Solution form, select the Set Management tab. 2. Click the Go button beside Input set manually. 3. Type in the MAC Address, select the ICP Name, and type in the description of the set. Note: The MAC Address is the virtual MAC address that is used by the Mitel IP Phone Emulation - softphone. The format is MM:MM:MM:SS:SS:SS To set up a user manually you will have to obtain the MAC address from the user. The user will be able find their MAC address in "%appdata%\newheights\ya3.2\tunnel.ini" file. To quickly find the MAC Address try searching for cn=. A sample MAC address will look like cn=a1:21:00:00:71:7a 4. Click Save. OR The first time a YA client tries to start YA in Teleworker Mode YA will try to start the IP Phone Emulation and point it to the Teleworker gateway, by doing this the user's softphone MAC address will be sent to the gateway and displayed in the device list in device management panel. The administrator will just needs to activate it. 28

34 Deploying Your Assistant Enable Your Assistant support 1. From the Configure Teleworker Solution form select the Your Assistant tab. 2. Type in the IP address of the internal YA server, YA Telephony server, YA Presence server and YA Collaboration server. 3. Click Save. 29

35 Deploying Your Assistant Approve Certificate Request 1. From the MAS select Security, Certificate Management 2. The Manage Certificates form opens. 3. In the Queued CSRs list click the certificate request you want to approve. 4. Click the Approve button located at the bottom of the form. 30

36 Deploying Your Assistant 31

37 Deploying Your Assistant Configure Multiple Incoming Call Support (Optional) Use this procedure to set up a monitored extension so that a Your Assistant user can manage more than one incoming calls at once (that is, a user may have multiple appearances of the same line). The maximum number of line appearances a set can have is determined by the parameters set by the PBX. To configure multiple incoming call support 1. In the Selection drop-down menu, select System Configuration. 2. Open the Devices folder, the IP Telephones folder, the Multiline IP Sets folder, and then select the Multiline Set Key Assignment form. 3. For each user requiring multiline incoming call support: a. Select the user s extension number in the Multiline Set Key Assignment section (6601 in the example above). b. Select button number 2 in the Softkeys section, and then click Change Member to edit that softkey. 32

38 Deploying Your Assistant Enter the user information,. Make sure that: o o o 4. Click Save. Line Type is set to Multicall. Ring Type is set to Ring. Button Directory Number is set to the directory number to monitor (enter the user s extension if you want the user to answer multiple calls on the same line). To Configure Line Appearance of Another User A user s softphone/deskphone (A) can a have one or more line appearances of the primary extension of another users softphone/deskphone (B) configured on their line. These line appearances belong to softphone/deskphone (A). YA does not get updates from the switch when line appearances are reconfigured. When a line appearance is added to a device, YA keeps operating with an "old view" of the line configuration. You will need to restart the YA services right after reconfiguring softphone/deskphone (A) for YA to recognize the new line appearance configuration. 1. Open the Devices folder, the IP Telephones folder, the Multiline IP Sets folder, and then select the Multiline Set Key Assignment Search form. 2. In the Multiline Set Key Assignment Search form, enter the directory number that you are going to add the line appearance to. Click Search. 33

39 Deploying Your Assistant 3. In the button configuration panel titled Softkeys, select an unused button entry, and click Change Member to assign a line appearance to that button. 4. Enter the information for the line appearance you are adding, Make sure that:: o Line Type is set to Multicall. o Ring Type is set to Ring. o Button Directory Number is set to the directory number to monitor. 34

40 Deploying Your Assistant 5. Click Save. Note: After reconfiguring the line appearance of a phone the YA services MUST be restarted for YA to recognize the change in line appearance. The ICP is now configured for Your Assistant. Installing and Configuring the Your Assistant Management Software The Your Assistant Management Software contains the following components: The Your Assistant Server. Clients communicate directly with this component to receive their settings and presence information. An enterprise may run one or more YA Servers with each client associated with a single Your Assistant Server. The Your Assistant License Server. In an enterprise, Your Assistant Servers communicates with this component to authenticate users and user features. The Your Assistant Administration Tool. This component is the front-end to the Your Assistant Servers and Your Assistant License Server and can be installed anywhere on the local network. The Your Assistant Collaboration Module Server. This component allows clients to create and join a web conference (optional). If this component is not part of the deployment plan, it is best if it does not get installed. The Your Assistant MiXML Server. This component is installed in an enterprise that requires synchronization with a 3300 telephone directory. Only one MiXML Server may synchronize a 3300, however, a single MiXML Server can service more than one The Your Assistant Telephony Server. The telephony server is a proxy for YA clients to the This server reduces the number of 3300 ports used, as compared to direct YA client connection to the The Your Assistant Presence Server. Broadcasts presence information between the YA clients and the YA server. It also manages chats and file transfers. The Your Assistant Management Software is packaged in a single installer. Run the installer file to start the installation wizard to choose and install the components. For a simple install, the entire Management Software suite can be installed on a single PC. For scalability, Your Assistant Servers can be deployed on different PCs; however they must share a Licensing Server. A group of Your Assistant Servers sharing a License Server is called an Enterprise. The License Server may be installed on one of the PCs that is also running a Your Assistant Server. The Administration Tool may be installed on any networked PC that can reach the enterprise servers. An enterprise must also have an instance of Microsoft SQL Server available if the enterprise is to contain more than one YA Server. 35

41 Deploying Your Assistant Warning: For single server installation, failure of the server results in failure of the YA softphones to operate and place calls, including emergency calls. A server failure would not affect the functionalities of a deskphone. Upgrading Your Assistant To upgrade from a previous version to YA 3.2 refer to the Mitel Technical Release Notes included with your product for complete upgrade procedures. Also include in Appendix C of this guide (page 135) To Install the Your Assistant Management Software On each PC where you wish to install Management Software components, run the installer YourAssistantServer.exe. In the installation wizard, select the component(s) you wish to install. Select the location on the local disk where the components should be installed and complete the wizard. If the License Server is not being installed, you will be prompted for the IP or fully qualified domain name (FQDN) of the License Server, therefore the License Server must be installed first somewhere on the LAN. You will be prompted to reboot the PC when the wizard is complete. Confirm that the installation completed successfully by opening the Windows Services applet and finding the Service entries for the Management Software components. The following table contains the services installed by each component. Table 9 Installer Components Component Service 36

42 Deploying Your Assistant Your Assistant Server Your Assistant Licensing Server YATelephonyServer Service YAServer Service YA Presence Server Service YALicensingServer Service Your Assistant Collaboration Module YA Collaboration Service MiXML Server MiXML Service Confirm that these services are Started and that the start up type is set to Automatic. If the deployment plan includes the use of the LDAP Synchronizer or the AD Synchronizer, the YA Server must run as an account that is able to read the directory. For the AD Synchronizer, this simply means that the PC running the YA Server must be a member of the domain. Enabling a YA server as an account in AD 1. Select Services, YA server, right click and select properties. 2. Select the Logon tab. 3. Enter the user information of someone in AD with read privileges. o o domain name\user name username & password 4. Click OK. 5. Restart the YA server services. Installing and Configuring the Your Assistant Web Conference Module (Optional) To ensure the Your Assistant Web Conferencing Module is successfully deployed, it is important to ensure the network environment is prepared before starting the install process. The preparation includes reviewing the hubs and switches on the corporate network, access control list (ACL) on Routers, policies on Firewalls, server and workstation operating systems & security settings in Internet Explorer are set to at least medium or lower. The Your Assistant Web Conference client connects to the server over an open TCP socket connection. This open TCP socket model allows the client and server to deliver information back and forth in real-time. Your Assistant Web Conferencing is very efficient in managing the information it places on the network but bandwidth is still an important factor. For a successful Your Assistant Web Conference Module deployment, it is critical to have sufficient bandwidth between the Web Conference server and clients. Below are additional areas on a network to review to insure a successful deployment. 37

43 Deploying Your Assistant Networks You must ensure the existing network is not experiencing network issues like dropped packets and excessive collisions. Most network monitoring tools will be able to provide you with this information. If you are experiencing these issues, you must correct them prior to deploying the YA Web Conferencing Module. Security Policies Some security policies in corporate networks can affect Conference communications. This includes but is not limited to: o Restricted use of TCP Ports (see Change system settings on page 45) o The use of firewalls or proxies to control incoming or outgoing TCP traffic o Using ACL on a router to block incoming or out going TCP traffic o Controlling the life of TCP socket connections o Web traffic analysis programs Slow WAN links If you plan on connecting offices located in different geographical locations, you must ensure there is sufficient bandwidth between the locations. You can get this information by using a network-monitoring tool or contacting your WAN provider for more details. Slow WAN connections include: o o o o DSL connections Cable Modems Fractional T1-128K, 256K, 512K Frame Relay WAN connections over Frame Relay Companies who use a Frame Relay connection between offices must insure the Port speed on the router does not exceed the guaranteed speed through the Frame cloud. Contact your provider for information on this issue. Prepare Server The Your Assistant Web Conference Module server is the center hub for all web conference sessions. The server runs as a Windows service or as an application in the system tray. The Your Assistant Web Conferencing Module is a self-contained application and is made up of the main server application, the web services and database layer. This independent design imposes no dependencies on any external applications other than the operating system. Mitel also recommends the Your Assistant Web Conference Module server run on a server class OS and the computer can either be part of the Domain or a stand alone server. However, in small deployments, the server may be installed with the other management software. Note: Do not load the Web Conferencing Module server on the same server that another web server is present and active. 38

44 Deploying Your Assistant Prepare Client The Your Assistant Conferencing client is the main application users use when participating in a conference. As indicated on the requirements there are three user classifications when participating in a web conference. It is important to ensure each user has all the necessary components and security privileges on their computer before entering a conference session. These include: All the necessary service packs and drivers are installed Internet Explorer 5.5 and above is installed Internet Explorer security settings are set to 'Medium' or lower Sufficient bandwidth to the Your Assistant Web Conference Module server If the workstation sits behind a Proxy server, like Microsoft ISA server, the Proxy client must be installed on the computer Note: In some network configurations, it may take a significant amount of time for the client software to install automatically through Internet Explorer. In this case, the Your Assistant Conferencing client may be manually installed. The installer package is located in the YA Web Collaboration Server program files folder and is call setup.exe. When run, the Your Assistant Conferencing client is installed. Thereafter, the client installation step will be skipped on subsequent web conferences. Installing the Server The Collaboration server can now be installed on the same machine as the YA Server. When prompted, during the install of the YA Server, for the Allowable Collaboration IP Prefix (e.g. 192.), just place the IP of the YA Server in the text box On the PC where the server is to be installed, run the Your Assistant Servers installer installation wizard and configure the Your Assistant Web Collaboration Server as This feature will be installed on local hard drive, then step through the rest of the installation wizard until complete. The server will start automatically and is ready for configuration (see Management below). When prompted, enter a space-delimitated list of YA Server IPs that will be connecting to the Collaboration Server. Installing the Client To install the Your Assistant Web Conferencing client the user must have at least IE 5.5 and the URL to the Your Assistant Web Conferencing server. Once connected the server will analyze the computer and determine if the ActiveX client needs to be installed. If the ActiveX client is not present or outdated, the server will push the most current version to the workstation. The client installation is automated so the end user has no interaction with the install process. Note: Ensure that all users set the ActiveX controls and plug-ins (found in IE Internet Options Security tab Custom Levels ) to Enable or Prompt. 39

45 Deploying Your Assistant Configuring an Enterprise A Your Assistant deployment is organized into a unit called an Enterprise. An enterprise is a group of YA Servers that share a license server and an SQL database. Creating an Enterprise In the Admin Tool, right-click the Mitel YA Administration node and select Add New Enterprise In the New Enterprise dialog, enter a name for the new enterprise; enter the name or IP of a YA Server and the name or IP of the YA License Server. The YA Server specified in this step is the initial server. It cannot be removed without deleting the enterprise. Click OK. A dialog will be displayed where a name for the YA Server can be specified. You can also specify an SQL Server database. By default, the YA Server uses a built-in Microsoft Access database. However, for scalability, security and backup, specifying a SQL Server database may be desirable. For enterprises that will contain more than one YA Server, an SQL Server database is required. 40

46 Deploying Your Assistant Specifying an SQL Server Database for the Enterprise In the YA Server Info dialog presented in the previous step, click the Database tab. Select SQL Server from the Database Type: list. In the SQL Server Settings section enter the name of the PC hosting the specified database in the Database Name: field. This database should already exist; however, the YA Server will create the required tables. Enter a user name and password that has permission to write tables and records to this database. Use the Test button to ensure the correctness of the settings. 41

47 Deploying Your Assistant Note: Carefully consideration should be given to the choice of database used. If the default Access database is selected, then later an SQL Server database is found to be more appropriate, all the existing YA accounts will need to be recreated in the new SQL Server database. Specifying Federated Servers Once an SQL Server database has been configured, additional YA Servers can be deployed and configured for the enterprise. Additional YA Servers may be desirable for increased performance or for users in remote locations. By default, presence data is not shared between YA Servers in an enterprise. To connect two YA Servers to share presence data, they must be connected through a pipe. To create a pipe: 1. Start the Your Assistant Presence Service Console. This program can be found on a PC that has had the Your Assistant Administration Tool installed and is located in the Start menu; 2. Select Add Server in the File menu; 3. For one of the servers to connect, type a name for server in the Server field and the IP in the IP field and click OK; 4. Click the Connect button. The button text will change to Disconnect when the connection is established; 42

48 Deploying Your Assistant 5. Click the Pipes icon in the Console pane on the left; 6. Click the Add Pipe button in the command bar; 7. Select the new pipe entry and click the Edit Pipe button in the command bar; 8. Enter a name for the pipe in the Name field and the IP of the destination server in the TCP/IP field in the Destination section. This server is the other YA Server that is to be connected by the pipe; 9. Click the OK button. It is not necessary to configure an account using the Account button. The two servers are now configured to exchange presence information. All YA clients configured to use one server can see the presence status of YA clients configured on the second server. To add a third server, simply create a pipe to one of the two original servers and presence data will be exchanged between all three YA servers and all the YA clients. YA Presence Across Multiple PBX s To have presence across multiple PBX s it is not necessary to have federated servers or even multiple servers in one enterprise. The two YA servers can run independent of each other and have the duplicate entries on each with only the YA users being licensed on that specific server that they are connecting to. The enterprise puts all user information into an SQL database for scalability. You will have to add users to both YA servers and change licensing accordingly so you are not using up licenses needlessly. Warning: The Your Assistant Presence Service Console contains low-level tools for presence server configuration. No other functionality besides the pipe configuration operations is supported. Use of any other functionality could break the YA Server. Note: Federated Servers are only supported within an Enterprise; i.e. they must share the enterprise database and Enterprise Licensing Server. Also, the federated servers must be located in the same domain. Activating the Enterprise License Right-click the new enterprise s License Info node and select Activate License If the YA License Server has Internet access, you may perform an online activation. Select the Online Activation tab, enter your Application Record ID and click Activate. 43

49 Deploying Your Assistant If the YA Licensing Server does not have Internet access, you must perform offline activation. Select the Offline Activation tab and click the Save button. Save the footprint file to your disk and deliver it to your Mitel Product Representative. When the Mitel Product Representative delivers a license file to you, activate it by clicking the Load button and choosing the license file. Adding an ICP Switch to the Enterprise To add a switch to the new enterprise, right-click the Switches node and select Add Switch In the Switch Properties dialog enter values according to Table

50 Deploying Your Assistant Table 10 Switch Properties Fields Property Label Description A name that will appear next to the node in the enterprise tree; The IP address of the ICP switch; Switch IP Extension Length The maximum number of digits in an extension number; Registration Code Set Registration Code as configured on the 3300; Dialing Prefix The number users must dial to get an outside line; Voic Number The default extension number for voice mail; No Answer Time Username Password An amount of time, in seconds, slightly less than the amount of time the ICP is configured to send unanswered calls to voice mail. This is used by YA client intelligent call routing; A user account configured on the This is used by the 3300 Corporate Directory Synchronizer; The password for the user account described above. Management Accessing the Administration Settings To edit Web Conferencing settings, point a browser to the Web Conferencing Server and log in as admin with the password password. Change the default password by selecting Accounts. Click the Edit button in the admin row, edit the Password field and click Save. Warning: Deploying the Your Assistant Web Conferencing server with the default password leaves your network vulnerable to security breaches. It is strongly recommended that the default password be changed before going live with the Your Assistant Web Conferencing server. For information on creating a strong password, visit the Microsoft site, Creating strong passwords ( Change system settings By default the Web Conferencing server listens on TCP Port 80, 443, 1270 and The idea of having the server listen on multiple ports is to allow users to connect to the conferencing server on a port other than Port 80. Since the entire conference session is conducted in real-time, some firewalls may not permit this type of real-time activity on Port 80. Once a user is connected to a conference on a specific port, the conferencing client will terminate all attempts to connect to the conferencing server on the other TCP ports. The host user may notice that when multiple users participate in a conference, the users may connect to the conferencing server on different ports. 45

51 Deploying Your Assistant These ports can be changed using the System menu in the administrative interface after the install completes. Please note removing Port 80 and Port 443 as the listening port will have a direct impact on users who connect to the server directly. The reason for this is if the port number is not specified in the URL, the connection will fail. Also, the IP address in the Local Host field should only be changed if the computer has more than one address assigned to the network card. Using an invalid IP address will affect users who try to connect to the server. Note: You must restart the YA Web Conferencing server service or reboot the server for the changes to take effect. Adding Users Normally, it is not required to add users to the Web Conferencing server. The YA server automatically propagates users licensed for Collaboration over to the collaboration server. For every user configured to use the Your Assistant Web Conference Module, the YA Server automatically creates an account within the Web Server user accounts. This means a concurrent use Collab license is utilized for each person that is hosting or participating in an active conference. From the YA client, a user can schedule, create and join a conference. Note: Non-YA user accounts on the Web Conferencing server is not supported. Non-YA users can be added by logging into the administrative account and adding the users, however, the YA server periodically over-writes user settings on the Web Conferencing server and non-ya user accounts may be lost. Under no circumstances should the Web Conferencing administration tool modify accounts created by the YA Server. These changes will always be over-written by the YA Server. It is not necessary for a user to have an account to join a conference. All that is required is the URL for the conference and that the user s browser can reach the Web Conferencing server. Licensing for the Web Conferencing Module is based on concurrent use. You can deploy as many Web Conferencing servers as needed and give all YA users the Collaboration feature. Licensing is not impacted by number of servers or number of users. Specifying an Enterprise Collaboration Server The Collaboration Server port information needs to be defined in two places in order for it to function: the Administration Tool and the Collaboration Server web interface. In the Administration Tool, select the enterprise s Collaboration Servers node in the console tree. Right-click and select Add Collaboration Server 46

52 Deploying Your Assistant In the Collaboration Server Properties dialog, enter a name for the server in the Name field and the IP address in the IP field. The default Port field value is acceptable if the Collaboration Server was installed to operate on that port. Finally, enter the maximum number of users to allocate for this server in the Max Concurrent Users field. General System Settings Modify your system settings In the Collaboration Server web interface: 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. The System page opens. 47

53 Deploying Your Assistant 3. Modify the settings as required: o Local Ports: Users with administrative access can specify the listening ports for the conferencing server by editing the ports in the Local Ports field. If you make a change in this field, you must restart the Collaboration service, or reboot the server, for the port changes to take affect. Mitel recommends leaving the default port settings as is for trial evaluation. o Local Host: the IP address of the Collaboration server. o Bind local host address only: this option is used when a second IP address is added to the operating system. o Screen Host: the name the client displays in a conference session. This is a cosmetic setting, and by default it is the same as the local host. 4. Click Save Settings to confirm your changes. Web Service Settings The Web Services settings define how the Your Assistant Collaboration server relates to the web. These settings must be established before the server will operate. If the YA Server is going to connect to the Web Collaboration Server over the Internet then the externally exposed IP of the YA Server must be used for this setting. This IP address will then need to be added to the Collab Allowed Senders list. This is located in the Collab Web Interface. To modify your Web Services settings: 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. The System page opens. 3. In the System box at the left side of the page, click the Web Services link. The Web Services page opens. 48

54 Deploying Your Assistant 4. Modify the settings as required: HTTP POST Address: the IP address of the Your Assistant Collaboration server. HTTP POST Allowed Senders IP Addresses: the addresses of servers allowed to connect to the Your Assistant Collaboration server. Ensure that the Mitel Your Assistant server is among these addresses. 5. Click the Save Settings button to confirm your changes. 6. You will need to stop and restart server services for the changes to come into effect. For more information on configurable settings see the Installing and Configuring the Your Assistant Web Conference Module (Optional)79. 49

55 Deploying Your Assistant About Your Assistant Administration Tool The Your Assistant Administration Tool (Admin Tool) can be viewed by running the desktop shortcut installed by the installation wizard. When deploying Your Assistant for the first time, it is necessary to use the Admin Tool to configure the deployment. Thereafter, the Admin Tool is used to add, remove and configure Enterprises; Additional YA Servers; Licenses; Users; ICP switches; Collaboration Servers (optional); Directory Synchronizers. 50

56 Deploying Your Assistant Managing Users Once a user has been added to the system using Admin Tool, they will automatically log onto the Your Assistant Server when they start their Your Assistant Client. The client receives all relevant settings information from the Your Assistant Server at login, allowing the user to receive the same settings information for their Your Assistant Client where ever they log in on the local area network using their domain login. There are two ways to add users, manually or through a corporate directory synchronizer. A deployment can use both methods, however if many users are being added, a directory synchronizer is faster and more convenient. Corporate Directory Synchronizers The directory synchronizers provide a convenient method of adding and managing many users. By configuring and enabling a directory synchronizer, many users can be added and configured automatically. When an account in the directory is updated, the change is automatically propagated to the YA Server. There are three synchronizers: Active Directory Synchronizer The Active Directory Synchronizer connects with a domain controller in a Windows network. When users are added, deleted or modified, these changes are replicated in the YA Server. To utilize AD Synch the YA Server Service must run as a user that has permission to read the directory. 1. From the control panel select Administrative tools select Services select YA server, and then right click on Properties. 2. From the Logon tab. a) Select this account. b) Enter the username and password of the user with read privileges. Before setting up AD synchronization, each YA user must have a field for the switch IP and have this field populated. There is not a default field in the AD schema, therefore, you must either extend the schema or use a field that would not otherwise be used (map this field in step 8a below). Only those users that have a switch IP will be retrieved. 1. Open the YA Server s Synchronizers node, right-click Active Directory Sync Properties node and select Properties; 51

57 Deploying Your Assistant 2. Enter the path to the domain root in the LDAP path field. The synchronizer will retrieve all the user objects that descend from this path..; An LDAP path is of the form ldap://<domain controller>/dc=<domain component1>,dc=<domain component2>. To locate the LDAP path click LDAP Path Assistant... and enter the name of the Active Directory Domain Controller and click OK. The LDAP Path will be inserted into the field. In the diagram above, the AD synchronizer is configured for the fully qualified domain name newheights.local. In this example, a domain controller is running on the server defcon01 and the domain components are newheights and local; 3. Enter the name of the NetBIOS name (also known as the NT domain name) in the Domain Name field. This value is frequently a domain component but it does not have to be. To find the NetBIOS, the following script can be run on a domain PC logged into a domain account: Set objnet = WScript.CreateObject("WScript.Network") netbiosname = objnet.userdomain WScript.Echo netbiosname 4. Click Reset Properties to populate the combo boxes and fields; 5. Map the YA Server fields to AD fields: a) In the Contact Info panel, the fields Deskphone, Softphone, and Switch IP must be mapped. b) The Deskphone and Softphone fields contain acceptable defaults; change them if these do not work with your schema. 52

58 Deploying Your Assistant c) The Switch IP field will default to the first field in the list. Change it to map to the field designated; d) In the Other Phones sub-tab, all the other phone numbers will be retrieved. Add or remove fields as required; e) In the s sub-tab, the AD mail field is already set to be retrieved. Add or remove fields as required; f) If MSN or Windows Messenger integration is used, specify the fields where messenger Ids are to be retrieved (typically an address) in the Messengers sub-tab. If you are using Microsoft Live Communication Server 2003 and would like to integrate with the Windows Messenger clients, add the msrtcsip-primaryuseraddress field to the Messengers list. g) In the User Info panel, these fields are for display purposes with only the First Name and Last Name fields used elsewhere. The defaults for these fields are usually satisfactory. 6. Click OK to finish. LDAP Synchronizer The LDAP Directory Synchronizer connects with a LDAP directory on the network. When users are added, deleted or modified, these changes are replicated in the YA Server. To setup the LDAP Synchronizer, follow the instruction described for the Active Directory Synchronizer Synchronizer The 3300 Synchronizer synchronizes with the telephone directory of a 3300 ICP. During synchronization YA pulls the following information from the 3300 switch: o o o Name - is parsed into FirstName MiddleName and LastName Phone number - is also used as the phone name Department - is used as part of the ForeignKey Note: Only IP phones configured in the "Multiline IP set assignment" forms that are listed in the telephone directory are pulled in from the switch To configure a 3300 Synchronizer, a user account must exist on each 3300 (User Authentication Profiles in the Mitel 3300 System Administration Tool). This account must have Application Access set to True. For each switch that will be synchronized with, the 3300 user name and password must be specified in the switch properties (see Adding an ICP Switch to the Enterprise on page 44). Also, a PC must have the MiXML Service feature installed (see Installing the Server on page 39). This PC is designated as the MiXML Server and can be a PC that is running one of the YA Servers (YA Server or License Server). For MiXML synchronization it may be required to have the YA Server Service to log in as "administrator instead of "local account". 1. From the control panel select Administrative tools select Services select YA server, and then right click on Properties. 2. From the Logon tab. a) Select this account. b) Enter the administrator s username and password. 53

59 Deploying Your Assistant The 3300 can only support a single connection to a PC running the MiXML Service. All other YA Servers that wish to synchronize with a particular 3300 that has a designated MiXML Server, must specify the MiXML Server for that Enter the IP of the MiXML Server in the MiXML Server IP Address field and the port in the MiXML Server Port field. The default is but must be changed if the MiXML Server is operating on a different port. The server port is available in the MiXML control panel applet on the MiXML Server. Enter the frequency and time of day for the synchronization operation. Once the synchronizer has been enabled and the accounts have been synchronized, each record must be updated to include the Windows domain login. This information is not available in the 3300 directory and is required for the YA Server to authenticate YA clients. Also, remove any entries that are not associated with a phone extension. These may include ACD agent Ids, ACD paths, etc. Warning: Only one MiXML Server can connect to a particular If the MiXML Server IP changes or another PC is to be designated as the MiXML Server, the particular 3300 must be restarted. Right-clicking the synchronizer s Admin Tool console tree node and selecting Enable/Disable will toggle the synchronizer state. Alternatively, right-click the enterprise s Synchronizers node and select Properties then choose the synchronizer to enable or None to not use a synchronizer. To Manually Add a User Right-click the enterprise s Users node and select Add New User In the User Properties dialog, complete the user configuration by completing each field according to Table 11. Table 11 User Settings Fields Property Domain Login Language Country Code Description Login Settings Tab The user ID YA uses to login into the YA server. This must be in one of the following two formats: Within an Active Directory network: <Domain Name>\<Domain Login> Without AD network: <PC Name>\<Windows Login> Note: this format must be followed whether or not the Active Directory synchronizer is used; The default language for the user; This value is used to determine the DTMF tones that should be generated by the client; 54

60 Deploying Your Assistant Property Switch Deskphone Extension Softphone Extension First Name, Middle name, Last Name Company Name Address Phone Numbers Addresses Messenger Logins Phone Settings Tab Extension Length Voice Mail Number Account Code Length Description The switch this user s phone(s) are configured on The user s deskphone extension The user s softphone extension Contact Information Tab User details. Last name or company name are required fields The company the user works at User s address Contains numbers that were specified in Login Settings. Add or remove additional numbers User addresses Instant Messenger account Id s. By default, the Id created for the Collaboration module is automatically inserted The length of internal extensions. Overrides user s switch setting The user s voice mail number. Overrides user s switch setting The maximum length of an account code; Note: The recommended account code length is 12. If this property is not set, the YA client thinks the account code length is 0 and therefore strips the # at the end of the account code as it is not required Auto Answer Do Not Disturb Call Forwarding Collaboration Tab User name Password Screen Name Collab Server Licensed Features Tab Available Features Licensed Features Web Window Tab URL Always On User Modifiable Whether Auto Answer is available for this user. Overrides user s switch setting Whether or not DND is available for this user. Overrides user s switch setting Whether Call Forwarding is available for this user. Overrides user s switch setting Preconfigured name set by the collaboration module The password to use in the collaboration module Preconfigured screen name set by the collaboration module The network address of the collaboration module server The licensable features that can be set for the user The licensed features set for the user The network location of the web resource to display in the web window Sets whether the user can turn off the web window Sets whether the user can change what the web window displays 55

61 Deploying Your Assistant Property Presence Settings Tab Type of Presence (See page 57 for more information). Description Either Universal Presence On-demand Presence Supported Account Codes YA supports Forced Non-Verified account codes. The only supported account code characters are ^ (carat symbol) and # (pound symbol). Forced Non-verified: forced non-verified account codes are mandatory, but the account code values are not checked by the switch to ensure the code is valid. Using Account Codes with Your Assistant 3.2 Non-Forced Non-Verified Account codes are not supported when using YA. Forced-Verified account codes are not supported when using YA. Forced Non-Verified account codes can be used with YA. When using the quick connect option enter account codes in the following format. [dialed digits]^[ac] For Example when dialing using account code 4444 the dialing string will be ^4444. The AC will be followed by # if the AC length in the COS is set to greater than 4 digits. When using/adding a contact in YA with an account code place the account code in the A.C field. The length of account codes used in this field is specified in the switch settings of the YA Administration tool, on the server. For ACs that are shorter than the length specified in the switch settings, terminate using a # (pound symbol). 56

62 Deploying Your Assistant 3300 ICP / SX-200 ICP Programming Ensure that account codes are working properly on the deskphones and reporting to SMDR before testing on YA softphone extensions. See ICP documentation help for setting up account codes in the PBX. Note: - Route must have Non-Verified Account code enabled in Route Assignment form. - Account code length must be set in Class of Service for fixed length account codes. If account code length varies a # (pound symbol) must be used to terminate the account code. Default User Settings When a user is added through a synchronizer or manually, the user is configured with default settings. These default settings can be accessed and changed by right-clicking the server s Users node or a particular user node and selecting Default User Properties. The settings that can receive default values are in Table 12. Table 12 Default User Settings Fields Login Settings Tab Language Country Code Switch Deskphone Extension Softphone Extension Phone Settings Tab Extension Length Voice Mail Number Account Code Length Auto Answer Do Not Disturb Call Forwarding Collaboration Tab Collab Server Web Window Tab URL Always On User Modifiable Presence Settings Tab Type of Presence An Overview of Presence Server Side When the YA Server starts up it sets monitors on the YA clients lines through the telephony server. When a user line status changes from either on hook to off hook or vice versa we send an event to the presence service indicating the user's current status. Presence Reporting 57

63 Deploying Your Assistant Presence is reported by the 3300 to the Presence Server in real time Presence is reported by the Presence Server to the YA Client in real time The immediacy of presence status changes from one user's phone to another user's YA will be dependent upon the network traffic at that instant. It is for this reason that it is suggested that enterprises with high call volumes should consider On Demand Presence instead of Universal Presence. Multi switch Presence There is very little difference in presence functionality between single switch and multi switch environments. In a multi switch environment two or more telephony events may happen simultaneously, but the YA telephony server will queue up all events and process them one after another. Client Side Universal Presence When the client starts up it gets all of the corporate contacts presence status from the presence service, and will be notified of all of the status changes for each contact. On Demand Presence Same as Universal except you only will see status for the contacts you are subscribed to. In enterprises with many users, a considerable amount of network traffic is created when a user s presence status changes. Presence status is updated every time a user lifts their deskphone handset. In environments where network resources are limited, presence status updates can be reduced by changing each of the users presence settings and the default user settings to use On-demand Presence. In this configuration, a user must specify which corporate contacts they wish to receive presence status updates from. The particular user presence setting can be changed to Universal Presence for those users that must have the presence updates for all the corporate contacts. Licensable Features When YA is purchased, the license key is enabled with the following licensable feature which the YA Administrator will then allocate to the YA users. The licensable features will depend on which YA configuration was purchased. The table below outlines which features to enable for each user profile within the admin tool. Purchasable Configurations Licensable feature Your YA Softphone YA Lite YA Lite Assistant Pre-requisite; Your Assistant Softphone YABase Softphone Chat MSN AutoAnswer 58

64 Deploying Your Assistant Purchasable Configurations Licensable feature DoNotDisturb CallForwarding Collab (user) WebWindow KnowledgeManagement Presence CollabConcurrent (optional purchasable) ACD (optional purchasable) Your Assistant 3300 only YA Softphone Pre-requisite; Your Assistant 3300 only YA Lite Softphone YA Lite The following table describes the features that may be in a deployment license. Table 13 Licensable Features Feature Description YABase The base functionality of Your Assistant. This is the minimum licensed feature a user must have to run YA. Softphone The embedded software phone. Needed as well for call recording. Chat Secure instant messenger. MSN Integration with Microsoft MSN Messenger and Windows Messenger. AutoAnswer Allow user to set the auto answer ICP feature. DoNotDisturb Allow user to set the do not disturb ICP feature. CallForwarding Allow user to set call forwarding ICP feature. WebWindow The web window feature. KnowledgeManagement The knowledge management module. Teleworker The Teleworker Solution. ACD Optional Automatic Call Distribution Module. Collab Client integration with the optional Your Assistant Web Collaboration Module Feature Matrix Features Your Assistant Your Assistant Softphone Account Codes - Default Y Y Account Codes - System Y Y Account Codes - Verified and Non-verified Non-verified* Non-verified* Add Held Y Y Auto-Answer Y Y Auto-Hold Y Y ACD Support Y Y 59

65 Deploying Your Assistant Features Your Assistant Your Assistant Softphone Broker's Call N N Calculator N N Call Duration Display Y Y Call Forward - Cancel All Y* Y* Call Forward Y Y Call Forward - Delay Y* Y* Call Forward - Follow Me - End Chaining Y N Call Forward - Follow Me - Reroute when Busy Y N Call Forward - Forced Y Y Call Forward - Override Y* Y* Call History Y Y Call Park N N Call Park Retrieve N N Call Pickup (Dialed, Directed, Clustered) Y* Y* Call Privacy N N Call Waiting - Swap Automatic N N Callback N N Camp-on N N Clear All Features N N Compression Support Y Y Conference Y Y Conference Application (controls Conference Unit) N N Conference Split Y* Y* Conference Unit Support (5305/5310) N N Corporate Directory Y* Y* Destination-based Call Display N N Dial Tone - Outgoing Calls Y Y Dialed Number Editing Y Y Direct Outward Dialing (DOD) Y Y Direct Page - Initiate Y* Y* Direct Page - Receive N N Do Not Disturb Y Y Feature Keys N N Flash - Calibrated N N Flash - Switchhook N N Flash - Trunk N N Flexible Answer Point Y Y Gigabit Ethernet Stand Support Y Y Group Listen N N Group Page - Initiate N N Group Page - Receive N N Handset Receiver Volume Control Y Y Handsfree Answerback N N Handsfree Operation Y* Y* 60

66 Deploying Your Assistant Features Your Assistant Your Assistant Softphone Headset Operation Y Y Headset Mute Switch Y Y Hold Y Y Hold on Hold Y Y Hold Key Retrieves Last Held Call Y* Y* Hot Desking N N Hot Line N N Language Change Y Y Line Interface Module Support N N Line Types and Appearances Y Y Meet Me Answer N N Messaging - Advisory Y* Y* Messaging - Callback N N Messaging - Dialed Y Y Mobile Extension Y N Multiple Message Waiting Indicator N N Music Y N Mute Key Y Y Off-Hook Voice Announce N N Override N N Override Security N N PC Programming Application Support (Desktop Tool) Y* Y* Personal Directory Y Y Phonebook Y Y Privacy Release N N PKM Support N N Record a Call N Y Redial Y* Y* Redial - Saved Number Y* Y* Release Y* Y* Reminder N N Resiliency Support N N Ringer Control (Pitch and Volume) N Y Ringing Line Select N N Silent Monitor N N Simplified Account Code Entry N N SIP Support N N Softkey Support N N Speaker Volume Control Y Y Speed Call Keys Y* Y* Speed Call - Pause N N Speed Call - Personal Y* Y* Speed Call - System N N 61

67 Deploying Your Assistant Features Your Assistant Your Assistant Softphone Station-to-Station Dialing Y Y SuperKey N N Swap Y Y Tag Call (Malicious Call Trace) N N Teleworker Support Y Y Tone Demonstration N N Transfer Y Y Trunk Access N N Trunk Answer From Any Station (TAFAS) N N Visual Voic N N Voic Y Y Web browser Y* Y* Wireless LAN Stand Support Y N Your Assistant Management Software on separate server Y Y Licensing through the Mitel AMC Y Y Screen-pops on calls Y Y Screen-pops on calls w / ability to forward, send to voice mail Y Y In-call control window allowing transfer, conference, hold and hang up Y Y Drag-and-drop conference calls Y Y Call Forward profiles Y Y Corporate directory sync to 3300 ICP directory Y Y Corporate directory LDAP sync (inc. Active Directory) Y Y Call history / logs local Y Y Call history / logs server-based Y Y Favorites menu Y Y Call timer and annotation tools Y Y System tray status icon Y Y Presence Indicator BLF Y Y Presence Indicator Computer Y Y Advisory Message Y Y PIM Integration Outlook Y Y PIM Integration Lotus Notes Y Y PIM Integration ACT Y Y PIM Integration Goldmine Y Y Dial from PIM Outlook Y Y Contact sync from Outlook to Your Assistant Y Y Do Not Disturb Y Y Auto Answer Y Y MSN Integration Y Y Secure instant messaging (chat) with file transfer Y Y Ability to work offline Y Y Caller ID-based call routing Y Y Knowledge Management Y Y 62

68 Deploying Your Assistant Features Your Assistant Your Assistant Softphone Launch of Your Assistant at computer start Y Y Web window Y Y Auditory alerts (accessibility/disability) Y Y Federated servers Y Y * Functionality is limited or provided in a way different than a non-ya desk set Supported Feature Access Codes 3300 Supported Feature Access Codes Feature Number Feature Name Desk phone Softphone 2 ACD Silent Monitor - 3 ACD Agent Login - 4 ACD Agent Logout - 5 Make Busy Setup - 6 Make Busy Cancel - 10 Call Forwarding - Busy - External Only 11 Call Forwarding - Busy - External and Internal - 12 Call Forwarding - Busy - Internal Only - 13 Cancel Call Forwarding - Busy - External and Internal - 16 Call Forwarding - Follow Me 17 Cancel Call Forwarding - Follow Me 21 Call Forwarding - I Am Here 22 Call Forwarding - No Answer - External Only 23 Call Forwarding - No Answer - External and Internal 24 Call Forwarding - No Answer - Internal Only 25 Cancel Call Forwarding - No Answer - External and Internal 27 Cancel All Forwarding 29 Call Hold - Remote Retrieve 32 Call Pickup - Dialed 33 Call Pickup - Directed 40 Do Not Disturb 41 Do Not Disturb - Cancel 42 Do Not Disturb - Cancel Remote 43 Do Not Disturb - Remote 47 Last Number Re-dial 48 Message Waiting - Activate 49 Message Waiting - Deactivate 50 Message Waiting - Inquire 63

69 Deploying Your Assistant SX-200 ICP Supported Feature Access Codes Feature Number Feature Name Desk Phone Softphone 2 Auto-answer Activation 2 Auto-answer Deactivation 3 Call Forwarding - All Calls 3 Call Forwarding when Busy 3 Call Forwarding when No answer 3 Call Forwarding when No answer / Busy 3 Cancel Call Forward 4 Call Forwarding - Internal Only - Always 4 Call Forwarding - Internal Only - Busy 4 Call Forwarding - Internal Only - No answer 4 Call Forwarding - Internal Only - No answer / Busy 4 Call Forwarding - Internal Only - Cancel 6 Call Forwarding - I'm Here 7 Call Forwarding - Cancel I'm Here 9 Directed Call Pickup 10 Do Not Disturb - Turn On (activate) 10 Do Not Disturb - Turn Off (de-activate) 11 extension General Attendant Access 22 Call Hold Retrieve (Local) 23 Call Hold Retrieve (Remote) 24 Abbreviated Dial Access 22 Call Hold Retrieve (Local) 23 Call Hold Retrieve (Remote) 24 Abbreviated Dial Access 30 Last Number Redial 33 Call Park 41 Send Message - Turn On 41 Send Message - Turn Off 42 Call Message Sender of Oldest Message - 48 Key System - Direct Paging 51 Key System - Store Personal Speed Call 52 Key System - Retrieve Personal Speed Call 57 Call Park Orbit Retrieve 62 Call Park Remote Changing Registered YA Server IPs on the Enterprise The Server IP Updater Tool is provided for those rare instances you need to change the registered YA server IP addresses in the enterprise. Using the updater tool is much easier and faster than doing the operation manually. Note that you can only change one server's IP at a time. Make sure the YA server on the localhost is running, otherwise the IP Updater Tool would not work properly. 1. Open the Server IP Updater tool. By default, the Server IP Updater Tool is located at: \Program Files\Mitel Networks\Your Assistant Server\Tools\IPupdater.exe; 64

70 Deploying Your Assistant 2. Once the application window is open, select the IP of the server you wish to change from the Old IP Address drop down list; 3. Select the new IP address from the list of available adaptors on the current server using the New IP Address drop down list. Alternately, type the new IP address into the field; 4. Click Apply to commit your change. A status message will be displayed at the bottom left corner of the application window; 5. If required, repeat the above steps for other server IPs. 6. Click Exit to close the application; 7. Start the Administration Tool and select Properties from the updated Enterprise s contextmenu; 8. Change the Initial YA Server IP (and Enterprise Licensing Server IP if necessary) to the new IP as configured in the IPUpdater Tool; 9. Click OK. How to change the IP address of a YA server If the IP address of YA Server is required to be changed: Server Access DB N.B. Microsoft Access must be installed on the PC that is modifying the.mdb file. 1. Open table YASERVERS in the yadirectory.mdb. Change the serverip to the new IP address. 2. Open daa.cfg in folder [Install Location]\Mitel Networks\Your Assistant Admin Tool NOTE: Default install location = C:\Program Files\. 3. In daa.cfg change the ServerIP and LicenseServerIP to the computers new IP address. <ServerIP id="ref-12"> </serverip> <LicensingServerIP id="ref=13"> </licensingserverip> 4. Restart the Computer and start the Admin Tool. SQL DB N.B. A SQL editing tool is required to edit a SQL database. If the Server IP needs to be changed, these are the steps to get the Server to a functioning state. 1. Open table YASERVERS in the YA SQL DB. Change the serverip to the new IP address. 65

71 Deploying Your Assistant 2. Open daa.cfg in folder [Install Location]\Mitel Networks\Your Assistant Admin Tool. NOTE: Default install location = C:\Program Files\. 3. In daa.cfg change the ServerIP and LicenseServerIP to the computers new IP address. <ServerIP id="ref-12"> </serverip> <LicensingServerIP id="ref=13"> </licensingserverip> 4. Restart the Computer and start the Admin Tool. The IP address used above is an example only. Collab Servers If there were any Collab Servers set up in the Enterprise a few more steps will need to be taken. 1. Open YA and change the Collab Server to point to the new IP. 2. Open the Web Interface of the Collab and log in. 3. Go to the System tab. 4. Select Web Services 5. In the HTTP POST Allowed Senders IP Address add the new IP address. Client To get the YA Client to point to the new IP the client config file will need to be updated. 1. To do this open to [install location]\ Mitel Networks\Your Assistant 3.1\Assemblies 2. Open YA3.exe.config. 3. Change all IPs to the new IP address. NOTE: The Default install path is "C:\Program Files\Mitel Networks\Your Assistant 3.2\Assemblies" <add key="yaaccountinfo_serverip" value=" " /> <add key="wiredredserver_ip" value=" " /> <add key="telephonyserverip" value=" " /> The IP address used above is an example only. Note: If the servers are distributed then only change the IP addresses pointing to the effected machine. Configuring Automatic Call Distribution (ACD) Note: ACD is not available for Your Assistant operating with the SX-200 ICP. Your Assistant clients must be licensed in the Administration Tool before ACD is enabled. See Licensable Features. Setting up ACD on the 3300 ICP Creating a new Class of Service (COS): 66

72 Deploying Your Assistant 1. Start Internet Explorer and browse to the 3300 ICP. 2. Click the System Administration Tool button. 3. Select the System Configuration/Devices/Class of Service Options Assignment node in the left panel navigator. 4. Select a COS from the lower right details panel. 5. Click the Change button. 6. Enter the values according to this table or use values more appropriate to the site. ACD Field Value ACD 2000 Logout Agent No 15 Seconds Answer Time Work Timer 20 Seconds Account Codes Forced Non Verified Account Code Length 12 SMDR External enabled SMDR Internal enabled ACD Silent Monitor Accept enabled ACD Silent Monitor Allowed enabled ACD Silent Monitor enabled Notification SMDR Options Assignment Value Extended Digit Length enabled MCD - Report Transfers all Report Account Codes enabled Report Incoming Calls enabled Report Internal Calls enabled Report Outgoing Calls enabled SMDR Meter Unit Per Station enabled SMDR Record Transfer enabled Account Code Reporting For enabled Internal Calls Path Reporting For Internal enabled ACD2 Calls Path: Primary Group: Primary Overflow Group: 4444 Group 1 Group 2 Group Group 2 Group 4 None 111 Group 101 None None 222 Group 201 None None 333 Group 301 None None 666 Group 401 None None Secondary Overflow Group: 7. Click the Save button. Note: ACD real time events option must be enable on the 3300 for the work timer feature to work properly with YA ACD. 67

73 Deploying Your Assistant. Setting Up Phones for ACD 1. Select the System Configuration/Devices/Station Service Assignment node in the left panel navigator 2. For each phone that will be configured to use ACD, select its corresponding entry in the right details panel and click the Change button a) Change each Class of Service field to the ID of the CoS updated above b) Click the Save button 3. Select the System Configuration/Devices/IP Telephones/Multiline IP Sets/Multiline Set Key Assignment node in the left panel navigator 4. For each phone that will be configured for ACD, select its corresponding entry in the middle right Multiline Set Key Assignment details panel 5. Clear each member in the lower right Softkeys details panel (an ACD set can only have one line appearance) 6. Select the System Configuration/Devices/IP Telephones/Multiline IP Sets/Multiline IP Set Configuration node in the left panel navigator 7. For each phone that will be configured for ACD, select its corresponding entry in the lower right Multiline IP Set Configuration details panel 8. Click the Change button 9. Set the ACD Set option to Yes 10. Click the Save button Setting up ACD Busy Reasons and Account Codes The Your Assistant Administration Tool provides a tool to configure labels for busy reasons and account codes. To edit the labels and account codes (Busy Codes cannot be edited) right-click the relevant list. For account codes, entries can be added, edited, or removed. Because busy codes are limited to twelve, you may only edit busy labels. The first busy code is always No Reason so its label is not editable. 68

74 Deploying Your Assistant When an ACD-licensed Your Assistant client starts, these settings are sent to the client and used to populate the associated ACD shutter combo lists. 69

75 Deploying Your Assistant Installing Your Assistant Clients You need to install a Your Assistant client to test and verify the installation of the Your Assistant Management Software. Each client PC must have version 1.1 SP1 of the.net Framework and the MDAC installed before installing Your Assistant. The Your Assistant client installer ships as a Windows Installer package. There is one property that must be set when installing: the IP of the Your Assistant server. Depending on how Your Assistant is installed will dictate how this property is set. See the section To install Your Assistant client on page 74. Downloading Your Assistant Your Assistant can be downloaded from the Your Assistant product portal on Mitel Online. The zipped file you download contains the following items: The Client Installer (YourAssistant.msi) The Server Installer (YourAssistantServer.exe) The FCI (Field Change Instructions) The Administrator Guide The User Guide Microsoft.NET Framework Version 1.1 Your Assistant requires the Microsoft.Net Framework v1.1 SP1. Note: Mitel's Your Assistant is not currently compatible with version 2.0 of the.net Framework; it is possible to deploy Your Assistant on a machine with both the 1.1 and 2.0 versions of the.net Framework, but NOT on machines with only version 2.0. To obtain the.net Framework: Download the.net Framework from Microsoft Data Access Components (MDAC) Your Assistant requires the Microsoft Data Access Components 2.7 or later. To obtain the MDAC Download the MDAC from 421D F179779A4. Upgrading Your Assistant Client Your Assistant will safely upgrade previous versions. Simply install Your Assistant. All client call logs, personal contacts and settings will be migrated to the upgraded version. Favourites are also retained except when upgrading from Your Assistant 2.x. 70

76 Deploying Your Assistant To upgrade to YA 3.2 refer to the Mitel Technical Release Notes included with your product for complete upgrade procedures. Also included in Appendix C of this guide (page 135) Uninstalling Your Assistant Client Although Your Assistant will safely upgrade previous versions, there may be times when you prefer to uninstall a previous version and then install the new version. When uninstalling Your Assistant before installing the new release: The directory of C:\Program Files\Mitel Networks\Your Assistant 3.x, this means that the directory C:\Program Files\Mitel Networks\Your Assistant 3.x and all its contents will be removed. When uninstalling the YA client on the user s machine the following files will not be removed: The MiAudio component doesn't get uninstalled unless it is done separately. User-specific files including configuration files, log files, license files, and databases, are not removed. (located at C:\Documents and Settings\<username>\Local Settings\Application Data\NewHeights\YA 3.x), To completely clean out all of a user's data, settings, and logs, the following folders must be deleted or renamed. C:\Documents and Settings\(username)\Local Settings\Application Data\NewHeights\YA 3.x\ and C:\Documents and Settings\(username)\Application Data\YA 3.x. Transforms Windows Installer packages can be customized with installer transforms, a file that when run with the installer package modifies certain installation properties and application features. The Your Assistant installer package requires that Your Assistant server IP property be set at install time. If the installer package is executed without any command-line parameters setting this property, the installer package prompts the user for it. Alternatively, a transform can be created that will set this property. The transform can be specified in the command string used to install Your Assistant or can be specified when installing software using an Active Directory Group Policy. If the server IP property is set in this way, the installer can be run with reduced or silent user interaction. More customization options can be found in the Windows Installer SDK documentation. ( Creating a transform There exist third-party tools that will create transforms. These tools are usually bundled with MSI authoring tools. However, the transform is simple and can be created with a simple script using COM components deployed on platforms supported by Your Assistant (see Determining Hardware Support on page 7). The following script will create a transform called transform.mst: Note: The following script is an example based on documentation provided by Microsoft. It is not a Mitel supported script and is provided for information only. Option Explicit Dim wi, basedb, newdb, fs, sh, infile, ip, sql, view Const msitransformvalidationlanguage = 1 71

77 Deploying Your Assistant Const msitransformerrornone = 0 Const msiopendatabasemodereadonly = 0 Const msiopendatabasemodetransact = 1 Set sh = CreateObject("WScript.Shell") If WScript.Arguments.Count < 2 Then WScript.Echo "Usage: maketransform.vbs <input file> <ya server ip>" WScript.Quit End If Set fs = CreateObject("Scripting.FileSystemobject") Set wi = CreateObject("WindowsInstaller.Installer") infile = WScript.Arguments(0) ip = WScript.Arguments(1) fs.copyfile infile, "tmp.msi" Set basedb = wi.opendatabase(infile, msiopendatabasemodereadonly) Set newdb = wi.opendatabase ("tmp.msi", msiopendatabasemodetransact) sql = "INSERT INTO Property (Property.Property, Property.Value) & _VALUES ('YOUR_ASSISTANT_SERVER_IP', '" & ip & "')" Set view = newdb.openview(sql) view.execute newdb.commit newdb.generatetransform basedb, "transform.mst" newdb.createtransformsummaryinfo basedb, "transform.mst",_ msitransformerrornone, msitransformvalidationlanguage Set view = Nothing Set newdb = Nothing Set wi = Nothing Set sh = Nothing fs.deletefile "tmp.msi" Set fs = Nothing The output is transform.mst and this transform file can be used to modify a Your Assistant installation. Properties Changeable by Command-Line Arguments and Transforms The following table lists the Your Assistant installer properties that may be modified to create custom or enterprise deployments: Property Valid Values Description YOUR_ASSISTANT_SERVER_IP NH_LANGUAGE Any valid IP address or computer name. Any one of: en-us North American English en-gb British English nl-nl Dutch fr-ca Canada French de-de German pt-pt European Portuguese it-it Italian pt-br Brazilian Portuguese 72 The PC running the YA management software where the user s account is configured. This is the language YA will use on its first startup.

78 Deploying Your Assistant Property Valid Values Description es-mx Latin American Spanish fr-fr European French es-es European Spanish The following properties are associated with teleworker and are optional. With the exception of NH_DEF_TW_DN and NH_DEF_TW_GATEWAYIP, the default values are acceptable for most configurations. All of these values are configurable in the YA client s Teleworker Configuration panel and are provided in the installer as a convenience to administrators that may use an enterprise deployment mechanism like SMS or Active Directory Group Policies. NH_DEF_TW_DN NH_DEF_TW_ENABLED NH_DEF_TW_GATEWAYIP A 3 to 7 digit numeric value. If not specified, default is blank. True or False. If not specified, default is False. Any valid IP address (xxx.xxx.xxx.xxx). If not specified, default is blank. The directory number of the teleworker softphone that is being configured. Whether or not teleworker is enabled. If enabled, the user will still be required to get the certificate through the teleworker configuration panel. The IP address of the teleworker gateway. This must be an IP and not a computer name. NH_DEF_TW_YASERVERPORT A numeric value between 1 and If not specified, default is NH_DEF_TW_TELEPHONYSERVERPORT A numeric value between 1 and If not specified, default is NH_DEF_TW_PRESENCESERVERPORT A numeric value between 1 and If not specified, default is NH_DEF_TW_COLLABSERVERPORT A numeric value between 1 and If not specified, default is The port of the PC running the YA Server component of the YA Management Software. The port of the PC running the YA Telephony Server component of the YA Management Software. The port of the PC running the YA Server component of the YA Management Software. The port of the PC running the YA Collaboration Server (if available). 73

79 Deploying Your Assistant To install Your Assistant client Note: The Your Assistant installer (Mitel Your Assistant 3.x.msi) requires elevated privileges to install Your Assistant correctly. For this reason, the installer must be run from an administrative account when using the software distribution point and the logon script deployment methods. Minimum Rights for YA clients A client PC only needs admin privileges to install the client, but will be able to run the client without the admin privileges. YA needs to be able to read and write to the user's application data directory. You have to be able to control the MitelIPSrv service. Set the permissions on this service to allow "Everyone" to control the MitelIPSrv service. The YA client needs to be able to make outgoing network connections to the servers. YA does not need to make any changes in the registry when it is run, but the Mitel MiAudio component does, but it runs with System privileges. All data files which are modified (logs, config, contact database, recorded calls, etc.) when settings are updates (call forwarding profile, startup mode, etc.) are in the "C:\Documents and Settings\%username%\Application Data\NewHeights\YA3.2" folder or subfolders (The only thing that actually may make changes to the registry is the MiAudio component). Software Distribution Point Installing Your Assistant using a distribution point is done with an administrative install of the installer package to a network share. The share point must accessible to all users that will install Your Assistant. The command for the administrative installation is: %>msiexec /a YourAssistant.msi The administrative install wizard will prompt for a folder to put the administrative image. Users can be instructed to install Your Assistant from this folder via the network share. The users can run the installation wizard by clicking the file and entering the Your Assistant server IP when prompted. Alternatively, an explorer shortcut could be provided that included the IP property in the command parameters or a transform file (see above). %>msiexec /i YourAssistant.msi YOUR_ASSISTANT_SERVER_IP= Where YOUR_ASSISTANT_SERVER_IP property set to the IP of the Your Assistant server. Suppressing the installation wizard dialogs can further customize the installation by using the /qn flag. More customization options can be found in the Windows Installer SDK documentation here ( If installing for all users that may logon to the target computer, add the argument ALLUSERS= 1 to the command. If this argument is not added, the installer will only install for the currently logged in user. IntelliMirror There are two policies that must be addressed when deploying Your Assistant for IntelliMirror User Data Management; and Software Installation and Maintenance. Your Assistant persists user settings such as window settings, call logs, history, personal contacts, and favourites. This data is saved in the users Local Settings folder. 74

80 Deploying Your Assistant For deployment, Your Assistant should be assigned to users such that when a Your Assistant user logs into a PC that does not have Your Assistant installed, Your Assistant gets installed. The Your Assistant IP property should be set using an installer transform (see Transforms on page 71). For more information see Step-by-Step Guide to Software Installation and Maintenance ( Logon Script A logon scripts uses the same installation techniques as the software distribution point except the mechanism used to run the installer is a script rather than an Explorer shortcut. The logon script is set through a Active Directory Group Policy. An example of a logon script that will install Your Assistant might be Set oshell = CreateObject( Wscript.Shell ) oshell.run msiexec /i /q YourAssistant.msi See the Windows Script Host ( site for more information on scripting. SMS Again, refer to the syntax shown for Software Distribution Point to create the installer command that SMS will run to install Your Assistant on the client computer. See Systems Management Server Home ( for more information on SMS. Group Policy For a network install, the installer can be assigned to users with a Group Policy object (GPO). The GPO should install the software from an administrative image installed on a network share. For a detailed explanation on how to install software using an Active Directory Group Policy, see Step-by-Step Guide to Software Installation and Maintenance ( Logging on to Your Assistant Server Start Your Assistant client from the desktop shortcut. If the client was configured correctly, the client will automatically be logged into the Your Assistant Server. If the server recognizes the user login Id, it will send the client configuration settings and the client will start up. If the user is unrecognized, or the server doesn t respond, a dialog will display the error and ask if the user wants to start up in offline mode. Software Firewalls Software firewalls such as Windows Firewall generally have no impact on Your Assistant. However, if a firewall product is installed that blocks outgoing traffic, the firewall must be configured to allow Your Assistant to make outbound connections. Some firewall products will display a prompt when an outbound connection is attempted giving the user an opportunity to allow or block the program from making outbound connections. See the product documentation for the specific firewall product being used. 75

81 Deploying Your Assistant YA Ports Ports between YA Server and YA client Port Type Description Host Client 22 TCP SSH for Web Collaboration YA Server YA Client 23 TCP Telnet for Web Collaboration YA Server YA Client 80 TCP HTTP for Web Collaboration YA Server YA Client 443 TCP HTTP for Web Collaboration YA Server YA Client 1270 TCP Web Collaboration port YA Server YA Client 2114 TCP Client/Server Authentication YA Server YA Client 2115 TCP Licensing Server YA Server YA Client 2116 TCP Telephony Server YA Server YA Client TCP YA Presence Server YA Server YA Client TCP Web Collaboration port YA Server YA Client Ports Between YA server and other 389 TCP LDAP for Active Directory Synch YA Server ADC Server 2117 TCP YA Administration port YA Server Admin Tool Ports Between YA server and 3300 ICP 8000 TCP MiTAI 3300 ICP YA Server 8001 TCP Secure MiTAI 3300 ICP YA server TCP MiXML Server 3300 ICP YA Server Ports Between YA client and 3300 ICP 6800 TCP Minet Protocol 3300 ICP YA Softphone Client 6801 TCP Secure Minet (SSL) 3300 ICP YA Softphone Client 6802 TCP Secure Minet (AES) 3300 ICP YA Softphone Client 5000 to 5414 UDP Voice (RTP) between YA Softphone and E2T (Prior to 3300 R6.0) 3300 ICP YA Softphone Client 9000 UDP Voice (RTP) Channel 1 YA Softphone Client 9002 UDP Voice (RTP) Channel 2 YA Softphone Client Other YA softphone Client, IP phone or IP Trunk Other YA softphone Client, IP phone or IP Trunk to UDP Voice (RTP) between YA Softphone and E2T (Post to 3300 R6.0) 3300 ICP YA Softphone Client 76

82 Deploying Your Assistant 77

83 About Your Assistant Collaboration Module About Your Assistant Collaboration Module Your Assistant Collaboration Module is designed to overcome the physical barriers users face when they need to present information to co-workers or to users connected to the Internet. For example, a company may need to hold a meeting for its upper management staff who are located in different cities and do not want to travel to a central meeting location. Your Assistant Collaboration Module is also ideal for a sales team to present a new product or service to customers directly over the Internet. The Your Assistant Collaboration Module can also work for other real world business needs such as real-time collaboration with document sharing, training and supporting users using desktop sharing, and co-browsing features. The two biggest benefits of the Mitel Your Assistant Collaboration Module are: The features are easy to use because they are designed to be intuitive. It is an installable product and not a hosted solution. This manual is designed to help organizations deploy the Your Assistant Collaboration Module, and to assist the users in management of their collaborations. Architecture The Your Assistant Collaboration Module client is an online conferencing application designed for users to conduct online meetings, presentations, interactive support and training. The Your Assistant Collaboration server is intended to deliver information between users in real-time. In this application user presence, documents, desktop views, annotation, chat, video conferencing data and all other conferencing information is moved between users in real-time. The Your Assistant Collaboration Module is a highly scalable, end-to-end, symmetrically multithreaded application. The advanced multi-threaded design allows the server to take advantage of computers with multiple CPUs and to use the maximum amount of RAM allowed by the operating system. This means a dedicated Your Assistant Collaboration server with dual 2 GHz processors and 2GB of RAM connected to a DS3 Internet connection can host several hundred active users. Managing Connections The inherent complex design associated with a multi-threaded application places the Your Assistant Collaboration Module application in a league of its own. The conferencing server has the ability to manage each active connection in a separate thread and isolate the processes in each thread. This makes the conferencing application very fast and stable. This is evident when there are many users in a conference with multi-point video viewing a PowerPoint document. The conference host can activate desktop sharing while other conference features are used. If any user experiences an issue in the conference, whether it's with the connection or hardware, the user experiencing the problem does not impact the other users. 78

84 Deploying Your Assistant Collaboration Module Deploying Your Assistant Collaboration Module System Requirements The requirements for the Your Assistant Collaboration Module software depend upon the user s role. Server System Requirements The Your Assistant Collaboration server is the central hub for all web conference sessions. All web conferences require a server where the conference sessions are hosted, and all conference information flows through the server before being distributed to the client workstations. The conferencing server is a self-contained application where all the application files and databases are contained in the same folder. The conferencing server is also a web server, eliminating the need for external web servers. It is highly recommended you do not load Your Assistant Collaboration server on the same server where another web server is present and active. The Your Assistant Collaboration server will operate on any 32 bit version of Windows, but a server-class OS such as Windows 2000 Server and Windows 2003 Server is recommended. The computer can either be part of the corporate domain or a stand-alone server. Hardware Requirements Note: Web Conferencing is SMP enabled and will take advantage of multiple processors. Hardware requirements 1.2+ Ghz CPU 256 MB RAM available for this application. Pentium 3 10 MBit Network card Recommended hardware requirements based on usage for 50 concurrent users. Pentium GHz 512 MB RAM Fast disk subsystem 100 MBit NIC or better OS requirements Windows 2000 Server or Windows 2003 Server are recommended. Each connected user will use approximately 1 MB of RAM. Based on this information the different Windows Server OS will support roughly the following number of users: 79

85 Deploying Your Assistant Collaboration Module Microsoft Windows 2000 Server: o Standard Edition - up to 250 simultaneous connected users o Enterprise Edition or Better - up to 500 simultaneous connected users Microsoft Windows Server 2003: Additional Requirements o Web Edition - up to 50 simultaneous connected users o Standard Edition - up to 250 simultaneous connected users o Enterprise Edition or Better - up to 500 simultaneous connected users The server must have port 80 available. Must be on a static IP address (note: can be physical or mapped, but definitely must be static). For external conferencing, the server must be located in the DMZ, co-location facility, or if behind the firewall, the firewall must have port 80 open for in-bound and out-bound communication, and allow ActiveX (recommended, but not required). Mitel recommends leaving the default port settings as is for trial evaluation. DMZ Settings If intended for conferencing with external attendees, it is recommended that the Your Assistant Collaboration server be located within the DMZ. In this case, port settings must allow inbound and outbound traffic, and must allow ActiveX. In addition, the firewall must be configured to allow TCP sockets to stay active long enough for the 'keep alive' packets to reset the timer in the firewall. Note that you can make additional port settings that restrict the above settings to specifically the conferencing server only, thereby protecting the integrity of any border security policies you may have. If you wish to place the Your Assistant Collaboration server inside the DMZ, your server will require additional preparation in order to ensure network security: Ensure that your operating system is up to date. Download and install the latest server pack and all critical MS security patches. Install and configure anti-virus protection for the server. A standard installation of YA constantly runs several listening processes. Create appropriate firewall rules so that the following ports remain open: o YA - port 80 TCP o YA - port 443 TCP o YA - port 1270 TCP o YAPS - port 35000, 35001, TCP o YA - port TCP o YA - ports 22, 23 TCP Remove the WINS entry, Netbios over TCP/IP, and any other unnecessary Windows components from the network settings of your network card. 80

86 Deploying Your Assistant Collaboration Module It is recommended that you disable and remove all services that are not required for the Your Assistant Collaboration Module. Your corporate security policies may dictate what services are required. Client Requirements Host The Your Assistant Collaboration Module client (referred to as simply the Your Assistant Collaboration Module) is the main application with which users interact when participating in a conference. All client workstations require the following: One of the following browsers: o Microsoft Internet Explorer v5.0 or later o Firefox v1.5 or later o Netscape v7.0 or later o Opera v8.5 or later URL, static IP address, or a fully qualified domain name of the Your Assistant Collaboration server. It is important to ensure each user has all the necessary components and security privileges on their computer before entering a conference session. These components and security privileges include: All the necessary service packs and drivers are installed (applies to Presenters and Hosts only). Internet Explorer security settings are set to Medium (or more permissive), or the equivalent for other browsers. If the workstation sits behind a Proxy server (such as Microsoft ISA server), the proxy client must be installed on the workstation. Conference attendees can be divided into three groups - Hosts, Presenters, and Participants. Hosts, who create and lead conferences, require the most system resources. Presenters use the sharing features to lead presentations, and therefore have higher video requirements than the attendees, who view the conference. Note that these roles are not fixed (any user may host or attend a conference), but users tend to fall into a certain group the majority of the time. Most of the work is executed on the Host and Presenter's computer, so it is important that these workstations have the most power. One of the most useful additions to a Host or Presenter workstation is an accelerated video card, which will greatly improve the quality of videoconferencing and the sharing features. Hosts control conference options and content, although they may also simply attend and participate in conferences as well. Requirements: Pentium 4 / 1.4 GHz 256MB RAM 81

87 Deploying Your Assistant Collaboration Module Presenter Participant 100 MBit Network card Valid TCP/IP address Microsoft Windows 2000 w/sp3, Windows XP or Windows 2003 Microsoft PowerPoint 97 and above for presentations (optional) Recommended: Pentium 4 / 2 GHz 512MB RAM 100 MBit Network card Video capture device for videoconferencing (USB or Firewire webcam recommended) Accelerated video card Valid TCP/IP address Microsoft Windows 2000 w/sp3, Windows XP or Windows 2003 Microsoft PowerPoint 97 and above for presentations (optional) Presenters attend conferences and present materials in the conference, but do not control conference options. Requirements: Pentium 4 / 1.4 GHz 256MB RAM 100 MBit Network card Valid TCP/IP address Microsoft Windows 2000 w/sp3, Windows XP or Windows 2003 Microsoft PowerPoint 97 and above for presentations (optional) Recommended: Pentium 4 / 2 GHz 512MB RAM 100 MBit Network card Video capture device for videoconferencing (USB or Firewire webcam recommended) Accelerated video card Valid TCP/IP address Microsoft Windows 2000 w/sp3, Windows XP or Windows 2003 Microsoft PowerPoint 97 and above for presentations (optional) Participants attend conferences but do not control the conference or its contents. 82

88 Deploying Your Assistant Collaboration Module Requirements: Pentium 3 / 800 MHz 128 RAM 10/100 MBit Network card Valid TCP/IP address Microsoft Windows 95 SR2, 98, ME, NT4 (SP3), 2000, XP or 2003 Recommended: Pentium 4 / 1.4 GHz 512 RAM 100 Mbit Network card Video capture device for videoconferencing (USB or Firewire webcam recommended) Valid TCP/IP address Microsoft Windows 2000 or XP Network Environment Preparation To ensure the Your Assistant Collaboration Module application is successfully deployed, you must prepare the network environment. Review the following in preparation for deployment: Ensure that appropriate access control lists (ACLs) are up to date. Ensure that firewall policies will not prevent clients from communicating with the server. On the client workstations, ensure that Internet Explorer security settings are set to Medium (or more permissive), or the equivalent for other browsers. Your Assistant Collaboration Module is very efficient in managing network traffic but it is still important to have sufficient bandwidth to host a conference. Below are additional network areas to review to ensure the Your Assistant Collaboration Module is successfully deployed. Resolve Network Issues: you must ensure the existing network is not experiencing network issues such as dropped packets and excessive collisions. If you are experiencing these issues, correct them prior to deploying the Your Assistant Collaboration Module. Review Security Policies: some security policies in corporate networks can affect Your Assistant Collaboration Module communications. These restrictions include: o Restricted use of TCP ports. o The use of firewalls or proxies to control incoming or outgoing TCP traffic. o Using ACL on a router to block incoming or outgoing TCP traffic. o Controlling the life of TCP connections. o Applications that analyze web traffic (i.e. Webtrends). 83

89 Deploying Your Assistant Collaboration Module Slow WAN links: using Your Assistant Collaboration Module between offices that are connected over slow links such as a dedicated 128K or 512K leased line will affect conference features. The reason for this is the connection may already be used for other business activity and there may not be sufficient bandwidth for conferencing features like VoIP and multi-point video conferencing. Notes regarding Bandwidth Bandwidth is measured in two categories: the amount of bandwidth available for downloads (a.k.a. downstream), and the amount of bandwidth available for uploads (a.k.a. upstream). There is often a sizable difference between the bandwidth available upstream and downstream. This is based on several factors: The type of connection a user is using, such as 56k, Cable, DSL, Frame, T1 or T3. The variation to the type of service offered by the provider. Example: idsl, ADSL, and SDSL. In general, cable modem and DSL connections typically have fast downstream (around 1Mbps) but relatively slow upstream (200 kbps). A user behind a T1 connection, on the other hand, will most likely have 1.5 Mbps downstream and as much as 1 Mbps upstream. Although these figures are typical, they are not consistent across providers. As as general rule, the best way to obtain this information is to consult your provider. Installation Your Assistant Collaboration Module is included in the installation of Mitel Your Assistant. To install the Collaboration Module server component, see the section Installing and Configuring the Your Assistant Management Software in the Your Assistant Administrator Guide. The client component is installed dynamically the first time users join a conference. Setup and Management This section discusses the options for managing the Mitel Your Assistant Collaboration Module server. Accessing the Your Assistant Collaboration Module Web Page The Your Assistant Collaboration Module web page can be brought up by typing in the name or IP address of your Collaboration Module server into your web browser For example, in the graphic below the server name of YA4 was entered into the browser to find the web page. Using the server IP address of would have produced the same result. 84

90 Deploying Your Assistant Collaboration Module The Your Assistant Collaboration Module default web page displays all public conferences on the server and their details. The list of conferences is sorted by conference ID Options and settings for managing the server appear once you have logged into the web page using an administrative account. To log into the web page: 1. Enter your User Name and Password into the appropriate fields. 2. Click Login. The page will change to list all conferences, and will show additional administrative options: 85

91 Deploying Your Assistant Collaboration Module General System Settings The basic system settings in the System page define the basic properties of the Your Assistant Collaboration server. These settings must be established before the server will operate. To modify your system settings: 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. The System page will appear. 3. Modify the settings as required: o Local Ports: Users with administrative access can specify the listening ports for the conferencing server by editing the ports in the Local Ports field. If you make a change in this field, you must restart the Your Assistant Collaboration server service, or reboot the server, for the port changes to take affect. Mitel recommends leaving the default port settings as is for trial evaluation. o Local Host: the IP address of the Your Assistant Collaboration server. o Bind local host address only: this option is used when a second IP address is added to the operating system. o Screen Host: the name the client displays in a conference session. This is a cosmetic setting, and by default it is the same as the local host. 4. Click the Save Settings button to confirm your changes. Regarding Listening Ports One of the configurable settings on the System page is the listening ports that are used by the conferencing server. By default the conferencing server listens on TCP Ports 22, 23, 80, 443, 1270 and The idea of having the server listen on multiple ports is to allow users to connect to the conferencing server on a port other than Port 80. Since the entire conference session is conducted in real-time, some firewalls may not permit this type of real-time activity on Port 80. Once a user is connected to a conference on a specific port, the Your Assistant Collaboration Module will terminate all attempts to connect to the conferencing server on the other TCP ports. The Host user may notice that when multiple users participate in a conference, the users may connect to the conferencing server on different ports. 86

92 Deploying Your Assistant Collaboration Module Web Services Settings The Web Services settings define the how the Your Assistant Collaboration server relates to the web. These settings must be established before the server will operate. To modify your Web Services settings: 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. The System page will appear. 3. In the System box at the left side of the page, click the Web Services link. The Web Services page will appear. 4. Modify the settings as required: o Overview: Links to various specifications, WDSL library, and other information. Information in the Overview section may not be modified, and is included simply for convenience. o HTTP POST Address: the IP address of the Your Assistant Collaboration server. o HTTP POST Allowed Senders IP Addresses: the addresses of servers allowed to connect to the Your Assistant Collaboration server. Ensure that the Mitel Your Assistant server is among these addresses. 87

93 Deploying Your Assistant Collaboration Module o Last SOAP Request / Response: These sections show the last Simple Object Access Protocol message and response. The information here cannot be edited to any effect, but rather is included to assist administrators and developers to diagnose problems. 5. Click the Save Settings button to confirm your changes. Configuring Mitel Your Asistant Collaboration Server With Other Web Servers The procedures below describe how to set up the server computer to run two web servers, Your Assistant Collaboration server and Microsoft Internet Information Server. If you are not familiar with the terms and process used in this section, please forward the information in this section to your network administrator or the person who manages your network. Add an Additional IP Address to the Operating System You may assign a second, static IP address to the server network card using the following method (these instructions for Windows Server 2003): 1. On the desktop, right click on My Network Places and select Properties from the context menu. 2. Right click on the Local Area Connection that is connected your network and select Properties from the context menu. 3. Select Internet Protocol (TCP/IP) and click the Properties button. 4. Click the Advanced button. 5. Click the Add button under the IP addresses section. 6. Enter the second IP address. This must be a static IP address. If you do not have a static IP address available, please contact your network administrator or your Internet Service Provider for this information. 88

94 Deploying Your Assistant Collaboration Module 7. Click OK and exit the network configuration windows. After you complete this process, the Windows server computer will have two IP addresses assigned to its network card. Configure Mitel Your Assistant Collaboration server for one IP address The steps below will assist you in configuring the Your Assistant Collaboration server to listen on only one of the IP addresses you assigned to the network card. 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. The System page will appear. 3. Ensure the Local Host field contains the correct IP address ( , in this example) 4. Enable the Bind local host address only option. 5. Click the Save button at the bottom of the page. Next, you must stop the Mitel Your Assistant Collaboration server Windows service: 1. Click the Windows Start menu and select Settings. 2. Select the Control Panel. 3. In the Control Panel window, open the Administrative Tools. 4. Open Services. 5. In the Services tool, find and select the Mitel Your Assistant Collaboration server in the list of services. Click the Stop button (or use the stop link) to stop the service. Configure Internet Information Server to use one IP Address After adding a second address to your server network card, you must configure Internet Information Server (IIS) to only use that address. In the following procedures, we will use the example IP address as the second address. 89

95 Deploying Your Assistant Collaboration Module The process for configuring IIS 5.0 and IIS 6.0 to listen to one IP address exclusively is not the same. Configuring IIS Open a command prompt and type: This stops all IIS services. net stop http /y 2. Run the httpcfg.exe utility which is available from the support tools folder on a Windows Server 2003 CD-ROM (see \support\tools\support.cab). 3. At the command prompt, use the following command: httpcfg set iplisten -i :80 4. If the command is successful, you will see the following message: HttpSetServiceConfiguration completed with 0 5. In some situations it will be necessary to reboot the server after this change, but you can try to start the IIS by using the following command: net start w3svc 6. Change to the folder cd\intepub\adminscripts, and enter run the following command: cscript adsutil.vbs set /smtpsvc/1/disablesocketpooling true Configuring IIS 5 (Windows 2000 Server) 7. Open a command prompt and browse to the C:\InetPub\AdminScripts folder. 8. Use the following command to disable HTTP socket pooling: cscript adsutil vbs set w3svc/disablesocketpooling TRUE 9. Run the following command to disable socket pooling for the SMTP server (if installed): 10. Reboot the server. cscript adsutil.vbs set /smtpsvc/1/disablesocketpooling true Managing Accounts The Your Assistant Collaboration server requires users to have an account before they can access any conferences. There are two account options - the user may have an account for Mitel Your Assistant which will also serve as their account for the Your Assistant Collaboration Module, or they may have an exclusive account on the Your Assistant Collaboration server. Accounts are managed using the Your Assistant Collaboration Module web page by users with administrative access. To access the Accounts page: 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the Accounts link at the top of the page. The Accounts page will appear. 90

96 Deploying Your Assistant Collaboration Module The Accounts page shows all accounts on the server listed in alphabetical order, and provides links to create, edit, and delete accounts. Creating Accounts As an administrator you can set up accounts for each user who needs to create and start a conference. Alternatively, you can create accounts for the departments within your company who need to create conferences. Note that creating accounts specifically for the Your Assistant Collaboration Module should only be performed for users that are not Mitel Your Assistant users. For Your Assistant users, the Your Assistant Administration Tool must be used to create Collaboration accounts. Failure to do so may delete account settings for Your Assistant users. To create a new account: 1. From the Accounts page, click the Add Account link on the left side of the screen. 2. A blank Account Information page will appear. Fill in the fields to create the account. o User Name: the user name that the user logs in with. o Password: the password associated with the account. o Enabled: whether the account is enabled. If you uncheck this option, the account will exist, but it cannot be used. 91

97 Deploying Your Assistant Collaboration Module o Administrator: leave this option unchecked unless you want to grant the user administrative access to the server. Administrator accounts are not meant for ordinary users. o Screen Name: how the user is displayed to other users of the Your Assistant Collaboration Module. o Video Enabled: whether videoconferencing is enabled for this user. You should leave this option checked for almost all users. o Sharing Enabled: whether sharing is enabled for this user. You should leave this option checked for almost all users. o Comments: any notes you wish to add, such as why you created this account or who the user is. The comments have no effect on the account. 3. Click Save to confirm the account. Editing Accounts You may edit any of the fields and options in an existing account. To edit an account: 1. In the Accounts page, click the Edit link at the right of the account listing. 2. The Account Information page will appear. Edit the account details as required. 3. Click Save to confirm your changes. Deleting Accounts Deleting an account removes it from the server so it cannot be used in the future. To delete an account: In the Accounts page, click the Delete link at the right of the account listing. Managing Conferences Users with administrative access to the server can create, remove, or modify conferences using the web page like other users. However, administrators are able to remove and modify conferences that they do not own (they did not create), and can view all conferences, not just public conferences. To manage conferences, you must first go to the Conferences page: 1. Login into the Your Assistant Collaboration Module server with an administrative account. The Conferences page should appear by default. 2. If the Conferences page does not appear, click the Conferences link at the top of the page. 92

98 Deploying Your Assistant Collaboration Module All conferences on the server are listed on the Conferences page, sorted first by user and then by conference ID. Creating Conferences You can create new conferences from the Conferences page. See the Your Assistant Collaboration Users Guide for more information. Editing Conference Details With administrative access, you can edit the details of any conference on the server. This includes whether the conference is public or private, whether it is password protected and what the password is, and whether the conference is open or closed to new attendees. Ending Conferences When all attendees leave a conference, it does not automatically end. Unattended conferences remain on the server in case the attendees are taking a break or the conference simply hasn t started yet. However, it is also possible that any given unattended conference should have been ended long ago, and is simply wasting space on the server. To end a conference, see the Collaboration Users Guide for more information. Note that as an administrator you may end any conference, not just those that you own. Quality of Service Levels As an administrator, you may limit the bandwidth requirements of conferences by placing a maximum limit on the video quality, and may potentially improve the performance of conferences by increase the socket buffer size. To view or modify the Quality of Service settings: 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. 3. Click the Quality of Service link in the System links box. 93

99 Deploying Your Assistant Collaboration Module 4. The Quality of Service page will appear. 5. Modify the video maximum quality settings as required. These settings apply to all conferences on the server. o Video Maximum Size: the maximum size for video streams. o Video Maximum Quality: the maximum quality for video streams. o Video Maximum Frames: the maximum frame rate (FPS) for video streams. 6. If required, increase the Socket Buffer sizes to improve performance. Increasing the buffer size requires more server resources, but may help to reduce problems like video glitches. 7. Click the Save Settings button at the bottom of the page to confirm your changes. Security In addition to securing conferences with accounts and passwords, Mitel Your Assistant Collaboration Module can secure all conference activity using SSL 3.0/TLS 1.0. These encryption standards are based on the security standard published by the IETF. A note about HTTPS and SSL/TLS security HTTPS and SSL are two different encryption standards. HTTPS is an upper layer protocol intended to secure the communication between a web browser (i.e. IE, Mozilla and Firefox) and a web server (i.e. IIS and Apache). The TCP Port assignment for HTTPS is TCP Port 443. SSL is lower layer protocol and it is used to secure the communication in a client-server application. Unlike HTTPS, SSL can communicate over any TCP port providing the assigned port is available on the server computer. There is a lot more technical information available for these encryptions technologies on the Internet. The important thing to note here is HTTPS and SSL are different encryptions technologies and there are no dependencies on each other. Enabling Security To enable security for conferences, the administrator must enable the security option on the conferencing server. 94

100 Deploying Your Assistant Collaboration Module To enable security: 1. Login into the server with an administrative account. 2. Click the System link at the top of the page. 3. Click the Security link in the System links box. 4. The Security page will appear. Select the Enable SSL/TLS option to enable security. HTTPS is invoked automatically when this option is enabled. 5. By default, the security option is enabled for all conferences on the server. However, the security settings can be set on a per conference basis using the Allow SSL/TLS to be optional for conferences option. Enable this option if desired. 6. Click the Save Settings button at the bottom of the page to confirm your changes. 7. Restart the Your Assistant Collaboration Module server Windows service for the security changes to take affect. Failure to do so may result in conferences not being secure to the level you have selected. Using Certificates Your Assistant Collaboration Module uses digital certificates as part of its security scheme. Certificates may be generated by an approved certificate authority such as VeriSign or Thawte, or you may have the server generate its own certificates. Using The Certificate From An Approved Certificate Authority The recommended method for using the secure option is to apply for a certificate from an approved certificate authority (CA). To apply for a certificate from a CA, you must first generate a certificate request, also known as a CSR, from the conferencing server. After the CSR is generated, send it to the CA and the CA will respond with the public key. Obtaining a Certificate Contact the certificate authority or go to their web site to obtain a certificate from them. The procedure for obtaining a certificate from a CA depends on the CA you are applying to. However, it is likely that you will require the following information: Organization: the name of your organization. Organizational Unit: typically your company name or subdivision. Country: the name of your country. You can use abbreviations. 95

101 Deploying Your Assistant Collaboration Module State or Province: your state or province. Locality: this is typically the name of your city. Common Name: this is the complete URL for your web conferencing server. i.e. conference.widgetsinc.com. a valid address. This is the address the CA will respond to with the public certificate. Be sure to spell the name of your organization correctly. If there is a mistake in the spelling, the spelling mistake will be visible in the certificate when it is issued to your organization. The only way to correct the mistake is to re-apply for the certificate from the CA. The method by which you receive your certificate from the CA depends on the CA. The certificate may be ed in a zipped file that may or may not be password protected. Some CAs may upload the public certificate to a secure FTP site where you must log in to download the certificate. In most situations, the CA will respond to you via a separate with all the instructions. If the CA sends back multiple files, the relevant file is the certificate file that ends with the CER extension, example: mycompany.cer. The CER is the public key. Applying the Certificate Once you have obtained the certificate, use the following procedure to apply it to conferencing. 1. Open your certificate (.CER file) with a text editor. 2. Login into the Your Assistant Collaboration Module server with an administrative account. 3. Click the System link at the top of the page. 4. Click the Security link in the System links box. 5. The Security page will appear. Copy and paste the contents of your certificate from the open text editor to the Certificate field at the bottom of the page. 96

102 Deploying Your Assistant Collaboration Module 6. Click the Save Settings button at the bottom of the page to confirm your changes. 7. Restart the Your Assistant Collaboration Module server Windows service to activate the certificate. Failure to do so may result in conferences not being secure to the level you have selected. Using The Auto Generated Certificate The auto certificate option allows an organization to host secure conferences without a certificate from an approved certificate authority (CA). This is an economical method for hosting a secure conference without the annual cost associated with a certificate from an approved CA such as VeriSign. If you want to use this option, you must first create a certificate request feature. Once the certificate request is made, the web conferencing server auto generates both the public and private keys. Here are the steps to generate your own certificate. 1. Login into the Your Assistant Collaboration Module server with an administrative account. 2. Click the System link at the top of the page. 3. Click the Security link in the System links box. 4. The Security page will appear. Under the security option, click the Create CSR option. 97

103 Deploying Your Assistant Collaboration Module 5. The Create Certificate Signing Request page will appear. Enter the appropriate information into the fields required to generate a key request. Click Create when complete. 6. You will be returned to the Security page, and the Certificate Signing Request and Private Key fields will be completed. Click Save Settings to confirm your changes. 7. Restart the Your Assistant Collaboration Module server Windows service to activate the certificate. Failure to do so may result in conferences not being secure to the level you have selected. After the certificate request is complete, the web conferencing server will create a private key which is maintained only by the conferencing server. The public key will be the sent to the browser when a user attempts to connect to the conferencing server's HTTPS link. You must restart the web conferencing server service for the public key to be generated. To create a secure conference, enter the HTTPS link in your browser. The browser will warn you that the certificate being used on the conferencing server was not issued by an approved CA. You can ignore the warning. Verifying Security Is Enabled After enabling the security option, you can verify if the security setting is enabled by examining the yacs.log file. The yacs.log file can be found in the folder where you installed the web conferencing server. Open the file with a text editor and check if it contains security-related data (HTTPS, etc.). 98

104 Your Assistant Troubleshooting Guide Your Assistant Troubleshooting Guide Installation Problems Quick Reference Problem or Error Probable Cause Corrective Action Potential problems with Your Assistant 3.2 running within a.net 2.0 framework Machines running Your Assistant 3.2 may experience problems, depending on their role, if the.net framework 2.0 is installed. Machines running only the Your Assistant (YA) client software should encounter no difficulties as long as.net 1.1 is also installed. Error 1920 when installing YA: Server- Failed to start Presence Service Windows Installer generates an Error 1722 when attempting to install Your Assistant 3.x YA will not install. Error message: System. Null Reference Exception: Object reference not set to an instance of an object. MDAC errors when trying to install YA - YA fails to install Machines running the Your Assistant Management Tool, such as YA servers, will likely encounter a variety of problems including, but not limited to, information not being updated upon refresh, so long as.net 2.0 is installed. When installing Your Assistant Server you may come across the following error on Windows 2003/Windows XP machines: "Error 1920-YA Presence Service failed to start. Verify that you have sufficient privileges to start the services." The Windows Installer will generate an error 1722 when attempting to install the Your Assistant 3.x client on a machine that already has Mitel Desktop TAPI installed. The NIC card of the client machine has too many protocol bindings set against it. The.NET framework allows only 50 per NIC. YA requires at least MDAC 2.7 to be installed on the PC before the installation can continue. Ideally the solution, on machines that are to run the YA Management Tool plugin, is staying with the.net 1.1 SP1 framework, if all possible, by either not installing.net 2.0, or by removing it. To resolve this, you must enable DEP for Windows programs and services only: 1)Right-click My Computer 2)Click the advanced tab, and then under Performance, click Settings 3)In the Performance Options dialog box, click Data Execution Prevention tab 4)Select turn on DEP for essential Windows programs and services only You should now be able to install YA Server In order to successfully complete the Your Assistant client installation, the Mitel Desktop TAPI will have to be uninstalled first. In the case of the 6140 Agent Portal client, the Desktop TAPI is not necessary for the application to run, and may be safely removed Microsoft Hotfix for.net 1.1 corrects this error. Please download the.net 1.1 SP1 hotfix, which can be found from the link below:- ls.aspx?familyid=a8f5654f-088e-40b2- bbdb-a b38&displaylang=en The current version of MDAC can be verified using Microsoft MDAC checker found here: ls.aspx?familyid=8f0a8df6-4a21-4b43- bf ef092c9&displaylang=en It is possible after upgrading MDAC, YA still refuses to install. This is due to the MDAC upgrade not updating certain 99

105 Your Assistant Troubleshooting Guide Problem or Error Probable Cause Corrective Action. Licensing- multiple NIC registry keys. These keys can be found under: HKEY_LOCAL_MACHINE\SOFTWARE\M icrosoft\dataaccess and the 2 keys should be:- FullInstallVer ( note: this is the key for MDAC 2.8, it will be different for 2.7) Version ( note: this is the key for MDAC 2.8, it will be different for 2.7) The MAC address of a network adapter is used to generate a license. When the licensing server loads the license it verifies that the network adapter is present in the machine it is running on. The NIC that the MAC is retrieved from does not need to be the NIC that is actually being used by the licensing server, this is true, but the NIC does still need to reside in the machine that the licensing server is running on Problem or Error Probable Cause Corrective Action No devices available ACD work timer not functioning properly No presence or client keeps changing from online to offline YA cannot set a MiTAI monitor on set or firewall blocking or other network issue ACD real-time events option is not enabled on the 3300 YA client or YA server not communicating with the presence server 100 On 3300 check system options to ensure MiTAI TAPI computer is set to yes - ensure 3300 COS for the YA sets has HCI enabled -ping ping set Does the deskphone have the same issue? (independent of YA) Is the problem local or remote? - Are VLAN s configured properly? - check VPN Is telephony service started? - Check telephony server logs for errors - Stop and restart telephony server service Use MiTAI test tool to verify if it is a MiTAI issue. - If it fails check the 3300 programming If using a softphone - check IP phone emulator and ensure the correct IP address and green light is on Enable ACD real-time events option on the 3300 Has the presence server service started? Is the YA server communicating with the Presence server on the right port? - check the yas.log or yasconfig file for ports - Telephony server might not be working properly

106 Your Assistant Troubleshooting Guide Problem or Error Probable Cause Corrective Action -Is YA client communicating with the Presence server? - check yac.log and verify the ports - YA client firewall blocking necessary ports - check Presence server log and see if it is updating - check telephony server logs to see if it keeps losing connectivity. AD synch issues Not configured properly YA server needs to be part of the same domain as the Active Directory. AD is dependant on DNS server. -Is YA server pointing to correct DNS server? - is LDAP path correct? - the YA server service must run as a user that has read permissions in AD - only users with switch IP address will be retrieved The Your Assistant client will not function properly if the deskset and/or softphone are configured with Suite Services. Your Assistant client unable to dial from Outlook or Microsoft Phone Dialer Suite Services on the 3300 ICP are not supported with Your Assistant Rel 3.x. When trying to dial from Outlook the client may receive an error in Outlook indicating an Internal Software Error has occurred. Dialing from MS Phone Dialer, the client may receive an error indicating that the line/device is busy, and please ensure that it has power, etc. Suite Services must be disabled on the desk set and softphone of the Your Assistant client before the YA application will launch successfully. - Ensure that the NAME and IP ADDRESS fields in the Switch Properties on the YA Server are both programmed with the IP Address of the 3300 ICP. - Shutdown and launch the YA client application again in order to pull the information from the server. If the above steps do not resolve the issue, please check the following: - Launch the Registry Editor on the YA Client PC. (Start - Run - regedit) Browse to the following location: HKEY_LOCAL_MACHINE\SOFTWARE\Mitel Networks\Mitel Networks Tapi Service Provider\Providerx\Adapterx\Switch0 (NOTE: You may have more than one adapter listed. Please check all of the adapters have the correct settings.) - Highlight the Switch0 key, there is a Name field in the window on the right side. Please make sure the value for this field is the IP Address of the 3300 ICP. If it is blank, or has , please open the field and enter the correct IP Address. Collaboration Problems Quick Reference Problem or Error Probable Cause Corrective Action 101

107 Your Assistant Troubleshooting Guide Problem or Error Probable Cause Corrective Action When trying to access a web conference within the Collaboration Server you receive the error "Licenses exceeded" Collab printer error YA user accounts not propagating over to the Collaboration server Cannot launch Collab session from YA client IP Address of the YA Server is not listed. The Mitel printer and the Wiredred printer are not installed. YA server not talking to the Collab server Client cannot route to the collaboration server To resolve this issue: Login via the Collaboration start page as administrator. (by default the password is password) Click on System Click on Web Services You should see a box titled "HTTP Post Allowed Senders Address". Ensure the IP Address of the YA Server is listed. If it's not, input the YA Server IP address and save the settings. Perform the steps below on the YA Client PC: 1. Copy the following files from - C:\WINDOWS\system32\spool\drivers\w32x86\3 unidrv.dll unires.dll undrvui.dll 2. Place the copied files in one folder above to - C:\WINDOWS\system32\spool\drivers\w32x86 Try the document share feature again Check in the control panel to see if it shows the Mitel printer and the Wiredred printer are installed. For these to be installed it requires that the users workstation have administrator rights. If not, then an administrator needs to sign in to allow the installation. This process only has to occur once. YA admin tool collaboration settings (IP address & ports) need to coincide with the Collab Server system information settings On client: -Can the user log in through the URL interface? -Is it routable to collaboration server? - ping Collab server from client - Is client firewall blocking ports? - Is client licensed for Collab? - check client log file for an error message On server: - Is Collab server and YA server programmed with same ports - try manually launching the Collab module.exe - During YA server install was the IP address of the server entered? Audio Problems Quick Reference Problem or Error Probable Cause Corrective Action When using softphone the Some tasks of the To disable the animation: 102

108 Your Assistant Troubleshooting Guide Problem or Error Probable Cause Corrective Action call "breaks up" while using other programs in my PC. No lines showing available in the communication shutter after a fresh install or upgrade One way audio or no audio When using Plantronics Headset: - MUTE button on the volume control of the Headset turns on by itself, and will not turn off. - Disconnecting and reconnecting the Headset to the PC causes the system to freeze and require a power down and restart. - Windows loses the connection to the USB Headset. Windows no longer detects the attached Headset. When using Plantronics Headset: - Loss of audio during a phone call, while the call Windows operating system run at elevated priorities, briefly preventing other applications from performing their own tasks. The Windows Desktop is one area where tasks can run at the highest of priorities. A common problem is the animation used when minimizing and maximizing windows to and from the taskbar. This animation takes approximately 200 ms (1/5th of a second) and will produce a noticeable break in a conversation. It might be due to installation issues of the MiAudio component Firewall blocking or call path cannot route or IP phone emulation not working The symptoms are indications that the Headset may either be defective or misconfigured on the PC. In order to provide an enjoyable and reliable YA softphone experience, it is important to make sure -From the Control Panel select Performance and Maintenance -Select System Properties -Click the Advanced tab, click the Performance Settings button -Uncheck the "Animate windows when minimizing and maximizing" option in the Visual Effects tab. Note: Depending on the version of Windows installed on your computer and your personal preference options the control panel access sequence may be slightly different. Uninstall the YA client and the MiAudio component in the "add/remove programs" within the control panel and reinstall YA Check gateway IP address. Is default gateway aware of all networks - In DMZ- NIC of external firewall - ensure firewall isn t blocking any necessary ports - ensure the IP phone emulator is installed in the control panel and it contains the proper settings and green light indicator is present - is it a fully routable path? - use PCphone.exe tool to check audio connections It is important to contact Plantronics Technical Support in order to ensure that the Headsets are configured and operating as intended by Plantronics. Ensure that the USB connection between the Headset and the PC is secure. - Ensure that Microsoft Windows is detecting the USB connected Headset. (Windows - Hardware 103

109 Your Assistant Troubleshooting Guide Problem or Error Probable Cause Corrective Action window stays up. - Answering or making a softphone call using, and experiencing no audio. - Loud hissing, static or popping heard through the Headset speakers. - Windows loses the USB connection to the Headset. - YA no longer detects the USB Headset. (Tools - Configuration - Handle Calls Using) - YA automatically changes the audio devices for softphone calls to the PC sound card or another audio device. that the USB Headset connected to the YA client PC is functioning correctly. Devices) - Verify with the Headset manufacturer that the correct drivers and firmware have been installed for the Microsoft Operating System installed on the YA client PC. - Check the Headset manufacturer's website for white papers and support articles for related symptoms with the Headsets. (i.e. Intermittent loss of audio, disconnect & reconnects causing system failure, etc..) - Check the PC manufacturer's website for articles relating to USB device connectivity problems. (i.e. Root USB Controller vs. front USB ports, USB power distribution, etc...) Error Codes and Troubleshooting Tools YA Client Startup Initialization Errors Initialization Error Possible Cause: The YA server is not running There is no route to the YA server YA cannot set a MiTAI monitor on the extension number. It may be a firewall/network issue or 3300 configuration problem. No Devices Available Possible Cause: The YA server has not finished configuring The telephony server is a MiTAI proxy from the YA server to the If the telephony server loses connectivity to the 3300 then YA loses it s MiTAI monitor of the YA extension 104

110 Your Assistant Troubleshooting Guide YA License Failure Possible Cause: The YA server is not licensed. Default Device Unavailable Possible Cause: The softphone DN was removed from the YA server. Line Discrepancy Possible Cause: Line changes have been made on the switch YA and the PBX switch are out of synch Solution: Restart the YA server 105

111 Your Assistant Troubleshooting Guide Missing Userid Possible Cause: Userid not found on the YA server Initialization Error Possible Cause: Userid not found on the YA server. Device out of Service Possible Causes: Multiple NIC cards IP phone emulation Deskphone not plugged in Telephony Service Unavailable 106

112 Your Assistant Troubleshooting Guide Possible Cause: While using YA in softphone mode the YA connection to the telephony server has become temporarily unavailable. Telephony Service Available Again Information Message: The telephony service is available again, YA is now in online mode. Your Assistant Demo Message Possible Cause: 1) If the YA server is licensed (a license key has been applied) but the user trying to log in does not appear in the YA server (admin tool> user accounts) then they will receive this message and be able to login offline 2) The user logging in may be listed as an account on the YA server, but doesn't have a YAbase license assigned to it, will get this error and be able to login in offline mode 107

113 Your Assistant Troubleshooting Guide Configuration Change Warning Messages Call Handling Change Warning Possible Cause: This message is displayed when the call handling setting has been changed. Language Change Warning Possible Cause: This message is displayed when the language settings have been changed. Configuration Change Warning Possible Cause: This message is displayed when configuration changes have been made then the user cancels out of the configuration screen without saving or applying the changes. Audio Change Warning Possible Cause: This is displayed when one of the Microphone, Speaker or alert audio settings are changed. 108

114 Your Assistant Troubleshooting Guide Teleworker Setup Errors Invalid Directory Number Possible Cause: An invalid directory number was entered (non numeric) Resolution: Re-enter the directory number. File Sending Errors File Size Error Possible Cause: While in the people shutter or chat window attempting to send a file over 10 megabytes to another YA user. PIM Integration Errors PIM Indexing Error Possible cause: If Act! is set as the active PIM, but no database has been selected in the settings in Config Window before indexing you will get this error. 109

115 Your Assistant Troubleshooting Guide ACD Errors ACD Login Error Possible Cause: An incorrect Agent ID has been entered Agent selected is already logged in elsewhere. Phone not configured for ACD Invalid Agent ID Possible Cause: The agent Id has not been entered. YA Server Log Files and Troubleshooting Tools Location File Description Program Files\Mitel Networks\MiXML Server Edition\Service\ Program Files\Mitel Networks\ServerInfo\ Program Files\Mitel Networks\YA Web Collaboration Server\ Program Files\Mitel Networks\YA Web MiXMLSRV.exe ServerInfo.exe YACS.exe YACSV.exe Mitel XML service, used by the YA server to retrieve contacts information from the ICP. The end users are not supposed to use this application directly. A tool that is used to collect the log files and version information of the YA Admin Tool, YA server, YA Telephony Server, YA Licensing Server and YA Presence Server. Usually, the end user should include the output file in their bug report. YA collaboration server service, end user does not need to interoperate with this application except starting and stopping the service from the service control panel. A viewer of the collab server, the end users are not supposed to use it. 110

116 Your Assistant Troubleshooting Guide Location File Description Collaboration Server\ Program Files\Mitel Networks\YA Web Collaboration Server\ Program Files\Mitel Networks Your Assistant Admin Tool\ Program Files\Mitel Networks\Your Assistant Presence Server\ Program Files\Mitel Networks\Your Assistant Licensing Server\ Program Files\Mitel Networks Your Assistant Presence Server\ Program Files\Mitel Networks\Your Assistant Presence Server\ Program Files\Mitel Networks\Your Assistant Presence Server\ Program Files\Mitel Networks\Your Assistant Server\Tools\ Program Files\Mitel Networks\Your Assistant Server\ Program Files\Mitel Networks\Your Assistant Telephony Server\ join_a.cab, join_e.exe, setup.exe yaadmin.exe YAPCon.exe YALicensingServerHost.exe YAPS.exe YAPSV.exe YAPSA.exe, XSvc.exe IPUpdater.exe YAServerHost.exe TelephonyServerHost.exe Client collaboration module, used to setup the collaboration client. The end user do not need to use this specifically since the first time user launch a conference session, these file will be downloaded from the collab server and installed in the client. YA server admin tool, a shortcut of this executable file should have been created on the desktop. YA presence server console. End users are not supposed to use it for now. YA licensing server service. YA presence server service. YA presence server service viewer. Can be used to monitor the presence status of all users. Used by YAPS.exe, users are not supposed to use these files. Update the IP address that the YA server, telephony server, licensing server are going to bind to, in case the system IP address is changed. YA server service. YA telephony server service. Control Panel IP Phone Emulation These components are being used by the YA server and Telephony server, end users are not supposed to use them. Control Panel MiXML These components are being used by the YA server and Telephony server, end users are not supposed to use them. Control Panel MiTAI These components are being used by the YA server and Telephony server, end users are not supposed to use them. YA Client Log Files and Troubleshooting Tools 111

117 Your Assistant Troubleshooting Guide Location File Description C:\Program Files\Mitel Networks\Your Assistant 3.2\Assemblies C:\Program Files\Mitel Networks\Your Assistant 3.2\Assemblies C:\Program Files\Mitel Networks\Your Assistant 3.2\ClientInfo C:\Program Files\Mitel Networks\MiAUDIO Desktop Edition\Services C:\Program Files\Mitel Networks\MiAUDIO Desktop Edition\Tools C:\Program Files\Mitel Networks\MiAUDIO Desktop Edition\Tools C:\Program Files\Mitel Networks\MiTAI\Log Files YA3.exe.config Ya3.exe YAInfoTool.exe MitelIPSrv.exe Pcphone.exe AnswerPoint.exe - IP settings/ports for YA server, collab server & telephony server of client - NHtraceswitch settings for logging Executable to launch YA client application. Tool used to collect client log files for troubleshooting. Mitel Networks IP Phone Emulation Service, a.k.a. softphone. - part of a testing tool suite for the phone emulation service? part of a testing tool suite for the phone emulation service? - output from mitaitestool.exe mitaibrowser.log - mitaiapps.log output from mitaiclientlogger.exe C:\Program Files\Mitel Networks\MiTAI\Logger Configuration C:\Program Files\Mitel Networks\MiTAI\Tools C:\Program Files\Mitel Networks\MiTAI\Tools C:\Program Files\Mitel Networks\MiTAI\Tools C:\Program Files\Mitel Networks\MiTAI\Tools mitaiapps.init MitaiTestTool.txt MitaiClientLogger.exe MiTaiServerLogger.exe MitaiTestTool.exe Logger Configuration File for the MiTAI Applications Instruction on how to perform MitaiTestTool set settings, see description of mitaiserverlogger The MiTAI Client and Server Loggers log whatever MiTAI events are received by the system. This may be useful to use when YA has issues with MiTAI. In such case, the YA logs contain an error message prefixed with SXERR. This logging may also be useful when the phone system is generally unresponsive. - MiTAI Diagnostics Tool Tests: - tests SDK software option communication with one ICP. - tests MiTAI monitoring of DN displayed in tool GUI. - tests MiTAI answering an incoming call. (user makes call from another phone to DN monitored by tool) 112

118 Your Assistant Troubleshooting Guide - tests outgoing voice stream for soft phone by playing pre-recorded voice file. (only for the MiAUDIO Desktop Edition or Server Edition) - tests incoming voice stream for soft phone by recording voice data received, then plays recorded voice data. (only for the MiAUDIO Desktop Edition or Server Edition) - tests DTMF functionality by prompting user at remote phone to press DTMF digits, then show digits received. (only for the MiAUDIO Server Edition) - tests MiTAI disconnecting call. - tests procedure for stopping monitor and disconnecting from MiTAI Server in ICP. C:\Program Files\Mitel Networks\YACC C:\Program Files\Mitel Networks\YACC C:\Program Files\Mitel Networks\YACC C:\Documents and Settings\user\Application Data\NewHeights\YA3.2 C:\Documents and Settings\user\Application Data\NewHeights\YA3.2 C:\Documents and Settings\user\Application Data\NewHeights\YA3.2 C:\Documents and Settings\username\Local Settings\Temp Yacc.exe Yacc.ini Yacfp.exe Ya.mdb Yac.log Ya.cfg ya3install.log Client collaboration module executable -yacc config settings The collaboration module provides the ability to record the video conference in flash media format. The Yacfp.exe is used for playing the recorded video file. client database contains call logs, contacts, groups, messenger ID s Client log file Ya.cfg contains all persistent settings of the application: this includes configuration settings and GUI layout settings. Deleting this file resets YA to default settings. Ya3install.log is a log file created by install shield during installation: it contains a detail record of all the steps taken by the installer. MiTAI Error Codes MiTAI Error Code Description Probable Cause SXERR_DEVICE_ALREADY_MONITORED An attempt was made to monitor the same device more than once. YA has attempted to monitor the same device more than once. This error should be 113

119 Your Assistant Troubleshooting Guide SXERR_FEATURE_NOT_ALLOWED SXERR_INVALID_CALL_ID SXERR_INVALID_PBX_HANDLE SXERR_INVALID_DN SXERR_NO_CALL_TO_CLEAR A MiTAI call processing service invocation failed because the device was in a state in which the service could not be completed. The specified call-id is not valid. The call-id can change at the device before the application invokes a call manipulation routine or the call-id was never valid. An hpbxobject supplied to a MiTAI routine was not valid. The ICP was previously closed or never opened. A specified SX_DN is not valid. A MiTAI call manipulation routine attempted to clear a call when none was present at the specified device. treated more as a warning. A switch configuration is preventing the completion of an operation on a call. A race condition. Internal YA error resulting from a race condition. YA is attempting to monitor an invalid extension. The extension no longer exists on the switch. A race condition occurred when both parties hung up at the same time. SXERR_NO_CALL_TO_ANSWER SXERR_PRIVILEDGE_VIOLATION SXERR_UNSPECIFIED A MiTAI call manipulation routine attempted to answer a call. No active call existed, possibly because the call had cleared before the routine took effect. The invoker of the MiTAI service does not have sufficient privileges. An error of unknown origin. A race condition occurred when the caller hung up at the same time the call was answered. YA is attempting to perform an operation that is not allowed by the device's class of service. a GPF occurred within the MiTAI library as a result of passing bad data to it. This is a YA internal error. YA Installation Installing Your Assistant Release 3.x on Windows 2003 Server with SP1 Problem: The installation of Your Assistant Server fails on a server with Windows 2003 SP1 installed on it. 114

120 Your Assistant Troubleshooting Guide Description: Windows 2003 Service Pack 1 has a security feature called Data Execution Prevention, DEP. This feature is enabled by default in Windows 2003 SP1 for all programs and services installed on the Server. As a result, the installation of Your Assistant Server will fail on a server with Windows 2003 SP1 installed on it. The DEP feature will interrupt the installation of the YA Services, and will not allow the services to run on the Windows 2003 SP1 server. The error message below is received during the Your Assistant Server installation. Solution: The DEP feature must be enabled for essential Windows services and programs only. Please follow the procedure below to disable the DEP security feature for all programs: 1. Log into the Server. 2. Right-click on the My Computer icon, and select Properties. 3. Select the Advanced tab. 4. Click on the Settings button in the Performance section. 5. Select the Data Execution Prevention tab. (See Figure 1) 6. Select the radio button to turn on Turn on DEP for essential Windows programs and services only. (See Figure 2) 7. Click Apply, and OK to exit out of the My Computer properties. Figure 1 115

121 Your Assistant Troubleshooting Guide Figure

122 Your Assistant Troubleshooting Guide Restarting YA Servers YA does not handle changes in phone configuration: this includes adding a line appearance to a DN, removing a line appearance from a DN, changing a line appearance of a DN, adding a new DN, or removing an existing DN. This is all done on the switch. Changing a DN on the switch If a YA account is referencing a DN, changing the line configuration of that DN requires a restart of the YA services and YA client using it. Adding a new DN on the switch Adding a new DN to the 3300 does not necessitate a restart of the YA services as long as no YA account has been programmed to use that device. Deleting an existing DN Deleting an existing DN does not necessitate a restart of the YA services as long as no YA account is referencing that device. 117

123 Your Assistant Troubleshooting Guide Changing Voice Mail Changing vm # and licensing do not require restarting YA services. Troubleshooting Turning on custom trace If you receive an error message popup telling you to turn on custom tracing in order to troubleshoot, follow these steps to enable trace logging on the server: 1. Open the "Presence Service Console" by right clicking on the YA server node in the admin tool. 2. Connect to the YA Presence Server in the "Presence Service Console" 3. Hold down the "left Ctrl key" and the "left Shift key" and click on "Server Settings" button in the "Presence Service Console" 4. A tab labeled Custom will now appear in the Settings pain, click on the custom tab. 5. On the Custom tab enable Activate server trace. Using YAInfoTool The YAInfoTool is used to collect log files to help with support and troubleshooting. Provide the file that the tool generates whenever reporting issues or bugs. There are two versions of the YAInfoTool: YAClientInfo YAServerInfo YAClientInfo: Location: Coverage: %YAClientInstallDirectory%ClientInfo/YAInfoTool.exe Will commonly be found in - C:\Program Files\Mitel Networks\Your Assistant 3.2\ClientInfo System Info (OS Name, OS Version,.Net Version, System Name, User Name, User Domain Name, Outlook Version, MiAudio Version) YA System Info (Installation Directory, Version) YA AppSettings - May not available if YA is newly installed and has not been run at least once. YA Client Log - the content of the Log file, if there is any 118

124 Your Assistant Troubleshooting Guide Usage: 1. Double click the YAInfoTool icon or YAInfoTool.exe to start. 2. Switch among different Tabs, to view different information. 3. Click Save to save all the available information into the specified file. 4. Click Exit to exit the tool. ServerInfo: 119

125 Your Assistant Troubleshooting Guide Location: Coverage: %YAServerInstallDirectory%../ServerInfo/ServerInfo.exe System Info (OS Name, OS Version,.Net Version, System Name, User Name, User Domain Name, Outlook Version, MiAudio) AdminTool Log Collaboration Server Log Licensing Log Server Log YA Telephony Log YA System Info (AdminTool path/version, Collaboration Server path/version, LIcensingServer path/version, Server dir/version, TelephonyServer path/version, Database settings) Usage: 1. Double click the YAInfoTool icon or YAInfoTool.exe to start. 2. Switch among different Tabs, to view different information. 3. Click Save to save all the available information into the specified file. 4. Click Exit to exit the tool. 120

126 Your Assistant Troubleshooting Guide Setting the MiTAI Client and Server Loggers The MiTAI Client and Server Loggers log whatever MiTAI events are received by the system. This may be useful to use when YA has issues with MiTAI. In such case, the YA logs contain an error message prefixed with SXERR. This logging may also be useful when the phone system is generally unresponsive. Setting the MiTAI Client Logger The logger is located in the C:\Program Files\Mitel Networks\MiTAI\Tools folder. Execute the logger by executing MiTAIClientLogger.exe. This window will appear. Ensure that you enable all log levels on the left, and put a fairly high log size. If you enter 0, it means an unlimited size (but be aware that it may not be cleaning itself up if it ever grows too big, so there are risks involved when doing this). Press OK. The log file s default location is: C:\Program Files\Mitel Networks\MiTAI\Log Files\MiTAIApps.log. Setting the MiTAI Server Logger To use the MiTAI Server Logger, you first need to install it. The installer is located at the following location: C:\Program Files\Mitel Networks\MiTAI\Tools. Execute MiTAIServerLogger.exe and follow the instructions. If the installation has been successful, it should be installed in the C:\Program Files\Mitel Networks\MiTAI\MiTAI Server Logger directory. Execute the server logger from the start menu. The following window appears: 121

127 Your Assistant Troubleshooting Guide You have two choices. Enter the 3300 server name (as programmed in IP Emulation Service), or the IP Address. Note that you can log MiTAI server events on more than one server simultaneously. Press Add, and a tab will be added for the new server. Click on the tab, and the following window will appear: Put an Auto shutoff as big as you can. The log file size should also be of a somewhat large size, especially for the 6160, so I recommend putting 0. Make sure you select Both Formats in the drop down box on the lower-right. You can then minimize the window by pressing the minimize button. The logger should now be an icon in the taskbar. 122

128 Appendix A Your Assistant with Softphone Module Network Guidelines Appendix A Your Assistant with Softphone Module Network Guidelines This section provides networking guidelines when using the Your Assistant Softphone Module to ensure timely delivery of voice packets ahead of any data through bottlenecks. Assumptions These network guidelines assume the following. See Network Guidelines below for more information: Voice and data devices are segmented on separate VLANs (Voice and Data). The user s computer resides on the Data or Default VLAN. The ICP controller and the IP sets are on the Voice VLAN. A router or Layer 3 switch provides connectivity between the Voice and Data VLANs. For best performance, the Layer 2 switches are configured to provide TOS (Type of Service) to Priority/COS (Class of Service) conversion. Some routers will also provide this function. Bandwidth provisioning in the LAN ensures bottlenecks don't occur. Network Guidelines Setting Priority Conversion When a computer is connected to the network through a Mitel IP Phone, there are two distinct data streams (voice and data) through the one connection between the phone and the network. Both streams go through a single LAN connection, but are handled by separate Virtual Local Area Networks (VLANs). The voice data is handled by the voice VLAN, and the computer data by the data (default) VLAN, as determined by the phone and computer s IP addresses. Under normal conditions, the priority assigned to the data VLAN on the Layer 2 switch port is low. But since the Your Assistant Softphone Module also uses the computer s IP address, and thus is handled by the data VLAN, a different priority must be assigned using the TOS information to support the voice streaming data from the Softphone Module. The VLAN and priority information must be added by the Layer 2 switch port since the computer s NIC is not VLAN-aware. To assign a higher priority to computers with a Your Assistant Softphone Module, set the TOS field (or COS) to a priority of 6, minimum delay, for each corresponding layer 2 switch port (the priority in the voice VLAN is normally assigned a 6). It is important that the Layer 2 switches in the network support this feature to get performance from Your Assistant. Some routers, especially those using virtual ports, will also provide this function. 123

129 Appendix A Your Assistant with Softphone Module Network Guidelines Priority is needed where there are potential bottlenecks and the network is busy. In a network where there is a low level of traffic, or where bandwidth is not an issue, it is not likely that congestion will occur and priority will give little benefit. However, we recommend that you use TOS to set priority wherever possible to offset any future network congestion. Bandwidth Provisioning Since each Your Assistant computer is connected to the data VLAN, and the ICP controller is connected to the voice VLAN, you need a Layer 3 switch or router to communicate between these 2 subnets (voice and data VLANs). Since, all communication between Your Assistant and the ICP controller is through the Layer 3 switch or router, some allowance should be made when the connection is over a WAN link. As a simple rule of thumb, about 2 kbits/sec should be allocated for each Your Assistant session when idle. This will allow for simple events such as display updates. 124

130 Appendix A Your Assistant with Softphone Module Network Guidelines Example The diagram below shows an example of a network following the guidelines identified in this section. Equipment ICP Controller (100 Base-T, full duplex connection) Voice VLAN Settings Layer 3 switch/router : VLAN 2 inbound, untagged outbound. : VLAN 1 inbound, untagged outbound. Layer 2 (Ethernet) switch/router Voice VLAN ( x) IP Phone Priority = 6 125

131 Appendix A Your Assistant with Softphone Module Network Guidelines Dual-port IP Phone (100 Mbps connection) Computer with Your Assistant Computer with Your Assistant and Softphone Module YA Server Voice ( x) Priority = 6 Untagged Data ( x) Priority = 0 Untagged Data VLAN ( x) Priority = 0 Untagged Data VLAN ( x) Priority = 0 Mitel 6000 Managed Application Server Mitel 6010 Teleworker Solution Blade 126

132 Appendix B: VPN Guidelines Appendix B: VPN Guidelines This section provides guidelines when using Your Assistant in a remote configuration, such as the Mitel Teleworker. For more information, refer to the FAQ and the product-specific VPN configuration guidelines available on the Your Assistant product portal on Mitel Online. This appendix contains the following information: VPN Configuration Overview (below) Requirements (page 129) Firewall Configurations (page 132) For instructions on using Your Assistant with a VPN client, see the User Guide. VPN Configuration Overview Your Assistant can be used in the following remote configurations: Teleworker: The user works from home or a remote office, and is connected to the corporate LAN directly through the Internet via the MAS Remote Office: The user works from a remote office, which is connected to the corporate LAN via a tunnel over the Internet. Mobile Worker ( Road Warrior ): The user is mobile, and has no dedicated connection to the corporate LAN. The mobile worker typically connects to the corporate LAN via a VPN connection. Teleworker Configuration Computer with Your Assistant ICP 127

133 Appendix B: VPN Guidelines Teleworker IP Phone (dual port) Modem/router VPN Gateway 6010 Teleworker Gateway Data routing (call control, etc.) Voice Routing In this configuration, we recommend that the computer with Your Assistant is always connected to the second port of the Teleworker IP Phone. The IP Phone handles QoS (Quality of Service), and automatically controls the voice and data bandwidths, and ensures that the voice channel receives priority. If you connect the computer and phone in parallel to the network switch, voice quality may degrade due to bandwidth competition. Remote Office Configuration Computer with Your Assistant IP Phone VPN gateway/router Firewall ICP In this configuration, the remote office typically has a dedicated VPN connection to the corporate LAN, and the ICP resides at the corporate site. 128

134 Appendix B: VPN Guidelines Mobile Configuration Computer with Your Assistant VPN gateway and router Softphone Module Modem/router ICP Firewall In this configuration, the mobile user has only a laptop (no physical IP set), and does not use any specialized communication hardware. For example, the user may call from a hotel room or a client s location using a high-speed internet connection. Requirements VPN Requirements Your Assistant should work on any standards-compliant IPSec or PPTP VPN meeting the following criteria: Must be able to acquire the IP address of the VPN tunnel on the client. Both voice and data paths travel over the VPN. VPN must be able to traverse a corporate firewall. VPN must be able to traverse a NAT device. VPN must be able to traverse a client-side firewall. In particular, the VPN client (or client-side firewall built into the VPN) must not block outbound or inbound UDP packets. The VPN gateway must be routable from the ICP controller E2T (Ethernet to TDM). If it is not, you may experience one-way audio. 129

135 Appendix B: VPN Guidelines Recommended VPNs Mitel 6000 Managed Application Server (PPTP) Mitel Teleworker Solution AT&T managed VPN Cisco SonicWall OpenBSD CheckPoint Shiva Note: Some VPNs will not register themselves in Windows as network connections when they launch. As a result, the local IP address of the VPN does not show up in the Mitel IP Phone Emulation control panel. You cannot use such VPNs with Your Assistant. Note: The Your Assistant softphone will not communicate directly with teleworker gateway component of the Mitel Teleworker Solution but can work across a PPTP or IPSEC VPN created using the 6000 MAS operating system included as part of the Teleworker Solution. Network Requirements To support Your Assistant in Teleworker Softphone mode, the network must be configured as follows: For optimum bandwidth and voice quality, G.729 compression should be used for all remote connections. High-speed Internet connection (standard cable/dsl minimum). No client-side hubs (switches or cable/dsl routers only). Bandwidth Requirements All bandwidth requirements are bidirectional. If your connection does not have symmetrical upload/download speeds, use the lowest value for your calculations. Corporate Bandwidth Apart from other data applications, the corporate data connection from the VPN concentrator to the internet must have at least: 40 kbits/s of available bandwidth per simultaneous G.729 full-duplex call. A connection speed of 256 kbits/s for quality audio. Additionally, the connection should not be used at more than 40% of maximum capacity to achieve high voice quality, assuming no QoS is available across the Internet. 130

136 Appendix B: VPN Guidelines For example, on a 1 Mbit/s connection, you can expect (40% 1024) ³ 40 = 10 simultaneous G.729 full-duplex phone conversations. Note: This does not take into account the overhead of the VPN itself, which may add considerable bandwidth to each call. Remote Bandwidth Each remote site must have a minimum bidirectional bandwidth of 256 kbits/s. For example, for a typical high-speed DSL connection with 1 mb/s download speed and 256 kbits/s upload speed, and assuming no other data traffic, this gives a maximum of (40% 256) ³ 40 = 2 simultaneous G.729 calls. With only one call active, this leaves 60 kbits/s bandwidth for your other data applications. Again, these figures do not take into account the overhead for the VPN connection, or of other data traffic on the connection. Lack of sufficient bandwidth may cause degraded voice quality, slow response, or loss of service. Remote ISP Bandwidth Quotas Some ISPs place a quota on the monthly bandwidth available for upload and/or download by a user. Your Assistant with the Softphone Module operating with G.729a will use approximately 10 MB of data per hour (in each direction). Your Assistant also uses approximately 2kbits/sec for signaling, when idle (or 43 MB per month if Your Assistant is always on). Use your ISP quota to determine your available talk-time. About Quality of Service (QOS) Your Assistant (YA) incorporates a MiAudio Softphone. (for details regarding MiAudio refer to the document called Mitel Universal SDK, Installation and Maintenance Guide Release 1.2.) YA 3.2 supports L3 QoS in the form of DiffServ expedited forwarding tagging in alignment with the behaviour of Mitel phones. As of SDK Version 1.2, YA supports QoS settings for voice packets. YA is able to use two different QoS settings. To view or change the QoS setting go to the Mitel IP Phone Emulation Settings Window. 131

137 Appendix B: VPN Guidelines In the IP Phone Emulation Settings Window, verify that the Use the internal QoS settings, with a fixed DSCP of 0xa0 check box is not selected. If this setting is unchecked (the default setting) YA will use a DSCP value of 46, this setting should be used since network devices/routers will handle packets correctly that have a DSCP value of 46 and voice quality will be assured. If this setting is checked YA will use a DSCP value of 40, this setting should not normally be used since network devices/routers will not provide the correct handling of packets with a DSCP setting of 40 and voice quality will not be assured. Note: Mitel recommends always using the default setting for internal QoS settings by leaving the check box unchecked. Firewall Configurations Corporate Firewall Configurations The following corporate firewall configurations are supported: VPN gateway inside corporate firewall. VPN gateway outside corporate firewall, with firewall set up to trust packets from VPN. No special ports need to be opened in the corporate firewall to support Your Assistant. You only need to set up the corporate firewall to allow normal operation of the VPN gateway. Note: We do not recommend that you open up ports on the corporate firewall for voice/data channels to the ICP, as this poses a security risk. 132