INSTALLING TELEVANTAGE

Transcription

1 INSTALLING TELEVANTAGE TELEVANTAGE 4.0

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3 COPYRIGHT 2001 Artisoft, Ic. All rights reserved. This maual ad the software described i it are copyrighted with all rights reserved. No part of this publicatio may be reproduced, trasmitted, trascribed, stored i a retrieval system or traslated ito ay laguage i ay form by ay meas without the writte permissio of Artisoft, Ic. Portios 1999, Microsoft Corporatio. All rights reserved. TRADEMARKS Artisoft ad TeleVatage are registered trademarks of Artisoft, Ic. Microsoft, Widows, ad Widows NT are registered trademarks of Microsoft Corporatio. SQL Server is a trademark of Microsoft Corporatio. Adobe ad Acrobat are registered trademarks of Adobe Systems Icorporated. Dialogic is a registered trademark of Itel Corporatio. Other brad ames, compay ames ad product ames are trademarks or registered trademarks of their respective compaies. LIMITED WARRANTY ON SOFTWARE Artisoft warrats that (a) the Software will perform substatially i accordace with the accompayig writte materials for a period of (90) days from the date of receipt. Ay implied warraties o the Software is limited to iety (90) days. Some states/jurisdictios do ot allow limitatios o duratio of a implied warraty, so the above iformatio may ot apply to you. CUSTOMER REMEDIES: Artisoft s ad its suppliers etire liability ad your exclusive remedy shall be, at Artisoft s optio, either (a) retur of the price paid, or (b) repair or replacemet of the Software that does ot meet Artisoft s Limited Warraty ad which is retured to Artisoft with a copy of your receipt. This Limited Warraty is void if failure of the Software has resulted from accidet, abuse, or misapplicatio. Ay replacemet Software will be warrated for the remaider of the origial warraty period or thirty (30) days, whichever is loger. Artisoft AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES, REPRESENTATIONS, PROMISES AND GUARANTEES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE SOFTWARE, MEDIA, DOCUMENTATION OR RELATED TECHNICAL SUPPORT INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, PERFORMANCE AND FITNESS FOR A PARTICULAR PURPOSE. Artisoft WILL NOT BE LIABLE FOR ANY BUG, ERROR, OMISSION, DEFECT, DEFICIENCY OR NONCONFORMITY IN ANY SOFTWARE. AS A RESULT, THE SOFTWARE AND DOCUMENTATION IS LICENSED AS IS, AND THE PURCHASER ASSUMES THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE. IN NO EVENT WILL ARTISOFT OR ITS SUPPLIERS BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL, CONTINGENT, CONSEQUENTIAL OR SIMILAR DAMAGES OF ANY KIND RESULTING FROM ANY DEFECT IN THE SOFTWARE OR DOCUMENTATION, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS OR SAVINGS, DAMAGES FROM BUSINESS INTERRUPTION, LOSS OF OR TO DATA, COMPUTER PROGRAMS, BUSINESS, DOWNTIME, GOODWILL, DAMAGE TO OR REPLACEMENT OF EQUIPMENT OR PROPERTY, OR ANY COSTS OF RECOVERING, REPROGRAMMING OR REPRODUCING ANY PROGRAM OR DATA USED IN CONJUNCTION WITH THE PRODUCTS, EVEN IF ARTISOFT, ITS SUPPLIERS OR ANYONE ELSE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOU AGREE THAT ARTISOFT S AND ITS SUPPLIERS LIABILITY ARISING OUT OF CONTRACT, NEGLIGENCE, STRICT LIABILITY IN TORT OR WARRANTY SHALL NOT EXCEED THE AMOUNT PAID BY YOU FOR THIS PRODUCT. ANY WRITTEN OR ORAL INFORMATION OR ADVICE GIVEN BY Artisoft DEALERS, DISTRIBUTORS, AGENTS OR EMPLOYEES WILL IN NO WAY INCREASE THE SCOPE OF THIS WARRANTY, NOR MAY YOU RELY ON ANY SUCH WRITTEN OR ORAL COMMUNICATION. Some jurisdictios do ot allow the limitatio or exclusio of implied warraties or liability for icidetal or cosequetial damages, ad some jurisdictios have special statutory cosumer protectio provisios which may supersede this limitatio, so the above limitatio or exclusio may ot apply to you. This warraty gives you specific legal rights, ad you may also have other rights which vary from jurisdictio to jurisdictio. This software ad licese may ot be trasferred or resold without authorizatio from Artisoft, Ic. Artisoft, Ic. 5 Cambridge Ceter Cambridge, MA # Editio

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5 CONTENTS Sectio 1 Preparig for Istallatio Chapter 1. Itroductio TeleVatage overview Major TeleVatage features Sigificat ew features i TeleVatage How to istall TeleVatage usig this maual Where to get help TeleVatage documetatio Chapter 2. TeleVatage Compoets About TeleVatage compoets TeleVatage Server The Device Moitor Server reliability features TeleVatage Admiistrator TeleVatage Cliet TeleVatage Call Ceter Reporter TeleVatage Web Services TeleVatage TAPI Service Provider TeleVatage Cotact Maager Assistat TeleVatage Robbed Bit T1 Experimeter TeleVatage Software Developmet Kit Chapter 3. TeleVatage Requiremets Itroductio Choosig a locatio for the TeleVatage Server computer TeleVatage Server requiremets TeleVatage database server requiremets Dialogic hardware requiremets Additioal required truk hardware Network requiremets Network cofiguratio requiremets Requiremets for otificatio of voice messages IP telephoy requiremets Proxy server requiremets TeleVatage licese requiremets Admiistrator ad Cliet computer requiremets

6 TAPI Service Provider or Cotact Maager Assistat computer requiremets Web Services computer requiremets Call Ceter Reporter computer requiremets Emergecy dialig service requiremets Ehaced 911 service requiremets Chapter 4. Truk Optios ad Requiremets Itroductio Supported truks Orderig services from your phoe compay Caller ID Direct Iward Dial Hut groups Iboud- ad outboud-oly truks Emergecy dialig service Call waitig Aalog truk requiremets T1 truk requiremets T1 carrier requiremets Additioal required hardware U.S. local ad log-distace service Istallig T1 voice boards ad coectig truks E1 truk requiremets E1 carrier requiremets ISDN BRI truk requiremets ISDN BRI carrier requiremets ISDN BRI hardware requiremets ISDN Megacom requiremets Iteret telephoy requiremets Chapter 5. Phoe Optios ad Requiremets Itroductio Supported phoes Supportig differet types of CLASS phoes Wirig requiremets Replacig a existig PBX Replacig telephoes coected directly to truk lies Usig TeleVatage with a pagig system INSTALLING TELEVANTAGE

7 Sectio 2 Performig the Istallatio Chapter 6. Upgradig or Istallig TeleVatage Itroductio Usig the istallatio programs Upgradig or istallig Troubleshootig istallatio problems Upgradig from a previous versio of TeleVatage Schedulig a upgrade Notes for specific upgrade paths Chagig the domai of the TeleVatage Server Movig the TeleVatage voice files Preparig your system for upgrade Backig up the TeleVatage database ad voice files Archivig TeleVatage 3.0 or 3.5 Call Ceter Reporter data Shuttig dow TeleVatage compoets Uistallig the Dialogic drivers Upgrade checklist Startig the upgrade Istallig a TeleVatage system for the first time What you must kow before istallig Istallatio checklist Startig the first-time istallatio Chapter 7. Istallig ad Cofigurig the Widows Server Itroductio Perform these steps Istallig ad cofigurig Widows NT 4.0 Server Cofigurig Widows NT 4.0 Server for TeleVatage Creatig the Widows NT 4.0 Server user for TeleVatage Istallig Widows NT Service Pack Istallig ad cofigurig Widows 2000 Server Cofigurig Widows 2000 Server for TeleVatage Creatig the Widows 2000 Server user for TeleVatage CONTENTS

8 Chapter 8. Istallig Dialogic Hardware ad Software Itroductio Perform these steps Selectig Dialogic boards Usig extra voice resources Usig the Dialogic Cofiguratio Maager Istallig Dialogic hardware Static warig Istallig the Dialogic drivers Uistallig the old drivers Istallig the Dialogic DNA 3.3 drivers Istallig the BRI/2VFD Poit-to-Poit protocol Istallig the Dialogic Driver Updates Cofigurig the Dialogic drivers Cofigurig boards outside North America ad Japa Cofigurig aalog truk boards Cofigurig ISDN T1, ISDN E1, ad ISDN PRI boards Cofigurig E1 CAS boards Cofigurig T1 boards for exteded superframe service Cofigurig IPLik boards Test-startig the drivers Cofigurig a ISDN lie Cofigurig a T1 lie with the Robbed Bit T1 Experimeter About Robbed Bit T1 sigalig Istallig the Robbed Bit T1 Experimeter Cofigurig Robbed Bit T1 sigalig Placig ad receivig test phoe calls Testig idividual bit states with the custom actios optio Chapter 9. Istallig The TeleVatage Database Server Itroductio Database server optios Upgradig from a previous versio Upgradig from previous versios of TeleVatage Istallig TeleVatage for the first time Istallig the database server from the TeleVatage CD INSTALLING TELEVANTAGE

9 Chapter 10. Istallig the TeleVatage Server Itroductio Perform these steps Requiremets If you are upgradig ad usig a IP Gateway coectio Istallig the TeleVatage Server Istallig the TeleVatage Admiistrator Eterig your TeleVatage liceses Istallig the TeleVatage Admiistrator over a etwork Testig the TeleVatage Server Settig the TeleVatage Server to autostart Completig the TeleVatage Server istallatio Settig access rights to the TeleVatage Server Cofigurig TeleVatage for use with a proxy server Cofigurig otificatio support Usig Lotus Notes for otificatio Chapter 11. Istallig TeleVatage Workstatio Applicatios Itroductio Requiremets Microsoft Termial Server support Perform these steps Istallig DCOM 98 for workstatio applicatios Istallig the workstatio applicatios Istallig the TeleVatage Cliet Istallig the TAPI Service Provider Requiremets Cofigurig the TAPI Service Provider Cofigurig your cotact maager for use with the TAPI Service Provider Callig from aother applicatio Istallig the Cotact Maager Assistat Requiremets Cofigurig the Cotact Maager Assistat Sychroizig system clocks CONTENTS

10 Chapter 12. Istallig TeleVatage Web Services Itroductio Requiremets Istallig Microsoft Iteret Iformatio Server Istallig TeleVatage Web Services Ruig the Web Cliet Chapter 13. After Istallig TeleVatage Your TeleVatage system so far Uistallig SQL Server Settig up ad cofigurig your TeleVatage system Appedixes Appedix A. Voice Resource Usage i TeleVatage... A-1 Maximum possible voice resource use...a-2 Voice resources by Dialogic board...a-2 Gaiig extra voice resources...a-3 Appedix B. Cofigurig ISDN ad E1 CAS Lies... B-1 Maually specifyig E1 CAS protocols...b-1 Optimizig ISDN protocols...b-2 Usig the Dialogic Makecall Utility...B-2 Usig ISDIAG...B-3 Chagig TeleVatage ISDN protocol parameters...b-5 Istallig ad Cofigurig E1 CAS Truks...B-6 Appedix C. Usig TeleVatage with Microsoft Termial Server... C-1 Istallig TeleVatage o a applicatio server... C-1 Istallig applicatios o a Widows 2000 server... C-2 Istallig applicatios o a Widows NT server... C-2 The Termial Services Cliet o Widows C-3 Usig Termial Server for remote admiistratio... C-4 INSTALLING TELEVANTAGE

11 Appedix D. Troubleshootig... D-1 TeleVatage system overview... D-2 Reportig problems...d-3 Troubleshootig telephoe problems... D-3 Troubleshootig Dialogic problems... D-3 Dialogic drivers do ot start...d-3 DCM fails to detect a D/41ESC board...d-4 Troubleshootig mixed CTbus board systems...d-4 PCI boards ot recogized at Server startup...d-5 Troubleshootig database server problems... D-6 Troubleshootig TeleVatage Server problems... D-6 Specific coditios ad remedies...d-6 Troubleshootig Robbed Bit T1 problems... D-7 Obtaiig details about your T1 spa...d-7 Troubleshootig ISDN PRI T1/E1 problems... D-9 Cofigurig your ISDN PRI T1/E1 spa...d-9 Testig ad optimizig ISDN PRI T1/E1 spas...d-9 Other troubleshootig topics... D-10 Appedix E. Chagig the Domai of the TeleVatage Server... E-1 CONTENTS

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13 Sectio 1 Preparig for Istallatio

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15 CHAPTER 1 CHAPTER 1 INTRODUCTION CHAPTER CONTENTS TeleVatageoverview How to istall TeleVatage usig this maual Wheretogethelp...1-6

16 TeleVatage overview Welcome to TeleVatage! Artisoft s TeleVatage is dramatically improvig the way busiess professioals commuicate. A itelliget phoe system desiged specifically for small- to medium-sized busiesses ad brach offices, TeleVatage combies the power of the desktop computer with the most advaced commuicatios techology available. With TeleVatage you have uprecedeted call maagemet that lets you maximize your productivity while cotrollig costs. TeleVatage offers you more fuctioality tha a stad-aloe PBX, ad at a lower price. This maual provides istructios for istallig the hardware ad software ecessary to ru TeleVatage. For istructios o ruig TeleVatage after it is istalled, see Admiisterig TeleVatage ad Usig TeleVatage. Major TeleVatage features Major TeleVatage features iclude: Fault tolerat architecture. Desiged to keep your phoe system up ad ruig. If the etwork or your desktop computer goes dow, your phoe lies are uaffected. Eve i the case of a TeleVatage Server malfuctio or power outage, your critical phoe lies will stay ope. Multilie call cotrol. Gives you a easy graphical way to place calls, trasfer, put o hold, sed to voice mail, set up coferece calls ad more. Verbal meus. Guide you through all call hadlig ad user maagemet tasks so that you ca use TeleVatage eve without a computer. Full-featured voice mail. Lets you create caller-specific greetigs, log i remotely, ad maage your voice messages graphically. You ca also easily call back the perso who left you a message. Sigificat call ceter optios. Two types of call ceters are available i TeleVatage call ceter queues ad ACD workgroups. Call ceter queues provide a full-featured call distributio system. Call ceter queues automatically aswer calls, put them o hold, ad the distribute them to available agets. With call ceter queues you ca customize your callers hold experiece, play sigle or repeatig prompts, prompt callers to eter data, cofigure call priority, ad set up multi-level supervisor permissios. ACD workgroups provide fewer features ad are available to you if you have ot purchased the Call Ceter Aget liceses that are required for call ceter queues. You ca use the TeleVatage Call Ceter Reporter to ru a variety of reports o call ceter activity for both call ceter queues ad ACD workgroups. 1-2 INSTALLING TELEVANTAGE

17 ad pager otificatio. Receive otificatio of icomig voice mail, with or without voice mail attachmets. Advaced caller idetificatio. Usig PIN umbers or caller ID, TeleVatage lets you easily scree every call ad message, either visually or by aoucig the caller's ame whe you aswer the phoe. Call recordig. Lets you record coversatios of calls or cofereces. Persoal statuses. Lets you create Vacatio, Out of the Office, ad other persoal statuses to let your coworkers kow what you are doig. Persoal status ca set whether your phoe rigs, the greetig that plays, ad routig list behavior whe you are ot able to aswer calls. The TeleVatage Web Cliet. Eables users with a Web browser to access voice mail or maage persoal settigs from aywhere i the world over the Iteret or from o-widows platforms i the office. Follow-me call forwardig. Features routig lists that try several locatios to fid you. You ca create several routig lists ad apply them to specific callers. Call loggig. Lets users see a record of their ow calls ad gives TeleVatage system admiistrators access to your compay's complete log. Scheduled auto attedats. Allows you to schedule a auto attedat s use of specific greetigs ad the way it routes calls accordig to the time of the day ad days of the week. Built i Iteret H.323 gateway. Saves moey by routig calls over the Iteret or your itraet. It supports tie-lies betwee brach offices, ad it eve allows your customers to call you from a Web page. TAPI Service Provider ad Cotact Maager Assistat. Lets you use Act!, Outlook, GoldMie, GoldMie FrotOffice, or other TAPI-compliat applicatios with TeleVatage. You ca place calls ad receive scree-pop idetificatios whe you receive calls from cotacts i these applicatios. The TeleVatage SDK. Lets you exted TeleVatage fuctioality. The IVR Plug-i API lets you itegrate IVR ad call cotrol applicatios that pass caller iput or database iformatio to TeleVatage users, place outboud calls; process iitial commad lie argumets defied i the Admiistrator; ad, for security purposes, determie if the caller is a user who is logged i to TeleVatage. Multi-ligual system prompts. Lets both users ad callers select the laguage i which they hear TeleVatage prompts. CLASS feature phoes support. For phoes with caller ID displays, supports caller ID o call waitig ad message waitig lights. CHAPTER 1. INTRODUCTION 1-3

18 Sigificat ew features i TeleVatage 4.0 This versio of TeleVatage icludes the followig sigificat ew features. For a complete list of ew features, see the WHATSNEW.HTM file o the TeleVatage CD, i your TeleVatage directory, or i the olie Help. TeleVatage call ceter. New call ceter queues provide comprehesive o-the-fly reportig, real-time statistics moitorig, th call recordig by aget or queue, ad the ability to moitor, coach, or joi aget calls. Call ceter queues also provide sophisticated ew routig algorithms (least busy, logest idle, fewest calls); variable-drive, custom hold messages based o queue, wait time, ad time o hold; ad much more. Display multiple views. Rearrage your TeleVatage desktop to suit the way you work. Now you ca display more tha oe view at a time, such as the Call Moitor view ad the Voice Messages view, without opeig multiple Widows. Drag ad drop to place call, coferece, or trasfer. By displayig multiple views, you ca drag a icomig call ad drop it oto the appropriate extesio i the directory to trasfer it. You ca also drag ad drop to place calls, create cofereces, or sed callers directly to voice mail. Quickly dial a cotact s umber. To call someoe, just eter or choose ay cotact ame, user ame, compay ame, or umber i the ew Quick Dial Bar. Accout codes. Accout codes ca be etered o ay call to help track calls back to oe or more cliets or customers whom you bill for phoe time. Accout codes are saved i the Call Log ad ca be reported o usig the Call Ceter Reporter. Admiistrators ca optioally force users to eter accout codes for every call o a per user basis. Accout codes ca be set up to be verified agaist a list of valid accout codes. Aswer your phoe hads-free. Users ca receive calls while always off hook, without listeig to a dial toe. TeleVatage plays a zip toe whe a call comes i. Defie workgroups. For more efficiet collaboratio betwee teams ad departmets, quickly ad easily add users to groups. This eables you to pick up a rigig phoe i your workgroup as well as simultaeously rig all phoes i a workgroup. For added coveiece, you ca set up directories that display oly the extesios of members i your workgroups. Share your Call Moitor, voice mail, ad more. Your Call Moitor ca ow be shared with other users to maximize call coverage. Easily switch betwee seeig your calls ad other calls, icludig queue calls. Voice mailboxes, cotact lists, ad call logs ca also be shared. 1-4 INSTALLING TELEVANTAGE

19 Establish sophisticated call rules. People rules has bee greatly ehaced ad expaded, earig the ew ame call rules. Chage the way calls are hadled based o who calls or a particular date or time: automatically sed specific calls to voice mail durig luch, chage your persoal greetig after busiess hours, or forward selected calls to ay other phoe. Display your persoal status. Select your persoal status Available, I a Meetig, Out of the Office, Do Not Disturb, or O Vacatio ad it appears beside your ame i the Extesios view or the Extesios pae to otify coworkers of your availability. You ca also create custom persoal statuses, such as O Sales Call or At Cliet Presetatio. Your curret persoal status cotrols at what phoe umber TeleVatage first tries to reach you, which greetigs ad routig lists hadle your calls, ad more. Persoal statuses eable you to istatly chage how calls are hadled with a sigle click of your mouse or through the telephoe commads while you are out of the office. Prompt users to leave a callback umber. If caller ID is ot available, callers ca eter a callback umber by pressig 7 while leavig a voice mail message. Quickly forward your calls. Dialig i to chage your call-forwardig umber has ever bee easier. If TeleVatage has your Caller ID, press two touch toe keys ad TeleVatage will automatically forward your calls to that phoe. Bookmark voice mail messages. Highlight ay importat portio of a voice message, such as a phoe umber or address, with bookmarks. After you set the bookmarks, the message plays oly betwee them. Export your phoe list. Easily create your ow phoe lists by exportig the extesios view ad loadig it ito ay spreadsheet program. GoldMie FrotOffice 2000 scree pops. Eve if you do ot use the Cliet, you ca ow get scree pops ad place calls whe usig GoldMie FrotOffice 2000 i additio to GoldMie, Outlook, ad Act! CHAPTER 1. INTRODUCTION 1-5

20 Widows performace couters. TeleVatage icludes several stadard Widows performace couters that ca show you the umber of calls i use, total calls hadled, ad other iformatio. Roles. You ca assig permissios to users by meas of roles, which cotai a complete set of permissios. Roles provide admiistrators a way to assig permissios to a group of people, similar to Class of Service. Users ow iherit permissios from oe or more roles to which they belog, such as Admiistrators or Users. You ca also adjust idividual permissios for a user. How to istall TeleVatage usig this maual This maual cotais two mai sectios: Sectio 1, Preparig for Istallatio. The chapters i this sectio describe the TeleVatage compoets, computer ad etwork requiremets, ad the various truk ad statio optios you ca use with TeleVatage. If you are istallig TeleVatage for the first time, read the chapters i this sectio thoroughly for iformatio that will help you pla ad prepare for istallatio, icludig how to order truks ad services. Sectio 2, Performig the Istallatio. The chapters i this sectio describe the istallatio process i detail. Follow the steps i each chapter before goig to the ext chapter. The Itroductio i each chapter explais exactly which of the steps i that chapter you must perform. Where to get help Cotact your TeleVatage system admiistrator for techical support. For iformatio about how to report problems, see Admiisterig TeleVatage. You ca get help through TeleVatage documetatio as described i the ext sectio. TeleVatage documetatio TeleVatage icludes the followig documetatio: Admiisterig TeleVatage This maual cotais istructios for cofigurig ad maagig your TeleVatage system, icludig TeleVatage Admiistrator system settigs, liceses, truks ad statios, users, dialig services, auto attedats, iboud ad outboud call routig, ad system prompts. 1-6 INSTALLING TELEVANTAGE

21 Usig TeleVatage This maual describes how to use the TeleVatage Cliet Web Cliet, Cotact Maager Assistat, TAPI Service Provider, ad the TeleVatage telephoe commads. TeleVatage Call Ceter Admiistrator s Guide This maual cotais complete istructios for settig up ad maitaiig a call ceter i which multiple agets aswer calls to a sigle umber, such as a sales or customer support departmet. TeleVatage Developer s Guide This maual describes how to exted TeleVatage's built-i features usig the Cliet API, the IVR Plug-i API, ad the Device Status API. TeleVatage Pocket Referece Card This wallet-sized card is a coveiet referece for the TeleVatage telephoe commads. TeleVatage QuickStart Guide This quick-start guide for ew users describes basic TeleVatage commads for the telephoe ad the Cliet. Olie Help Cotext-sesitive help is available i all TeleVatage applicatios. I ay dialog box, click the Help butto or press F1 for help o that dialog box. The followig table shows the TeleVatage documetatio set ad the formats i which it is available. Documet Prited Olie Book Acrobat (PDF) Istallig TeleVatage Yes Yes Yes Admiisterig TeleVatage Yes Yes Yes Usig TeleVatage Yes Yes Yes TeleVatage Call Ceter Admiistrator s Guide TeleVatage Developer s Guide TeleVatage Pocket Referece Card TeleVatage QuickStart Guide Yes No Yes No No Yes Yes No No Yes No Yes CHAPTER 1. INTRODUCTION 1-7

22 Accessig olie documetatio The olie books are available i HTML-based format. To access a olie book, click Help > Olie Books i ay TeleVatage applicatio. The PDF-formatted books are available o the TeleVatage CD, i the \Mauals directory. Use Adobe Acrobat Reader also available o the TeleVatage CD i the \Adobe directory to view ad prit these files. 1-8 INSTALLING TELEVANTAGE

23 CHAPTER 2 CHAPTER 2 TELEVANTAGE COMPONENTS CHAPTER CONTENTS About TeleVatage compoets TeleVatageServer TeleVatageAdmiistrator TeleVatageCliet TeleVatageWebServices TeleVatageTAPIServiceProvider TeleVatage Cotact Maager Assistat TeleVatage Robbed Bit T1 Experimeter TeleVatageSoftwareDevelopmetKit...2-5

24 About TeleVatage compoets TeleVatage cosists of several compoets that you will be istallig separately. This chapter provides a overview ad a descriptio of the purpose of each of the followig compoets that you ca istall: TeleVatage Server TeleVatage Admiistrator TeleVatage Cliet TeleVatage Web Services TeleVatage TAPI Service Provider TeleVatage Cotact Maager Assistat TeleVatage Robbed Bit T1 Experimeter TeleVatage Software Developmet Kit The Admiistrator, the Cliet, the TAPI Service Provider, ad the Cotact Maager Assistat are also referred to withi this maual as the TeleVatage workstatio applicatios. TeleVatage Server The TeleVatage Server is the heart of the TeleVatage system. It cotrols phoe traffic i ad out of your office, ad it stores your database of user ad system iformatio as well as all voice files, icludig voice messages. The TeleVatage Server rus o a Widows NT 4.0 or Widows 2000 Server o which your telephoy boards have bee istalled. The Device Moitor The Device Moitor lets you see the curret activity ad status of each truk ad statio o the TeleVatage Server. You ca also start ad stop the Server by usig the Device Moitor, which you ca ru idepedetly of the TeleVatage Admiistrator applicatio. The Device Moitor is istalled automatically o the TeleVatage Server computer. The same iformatio is also available i the Device Moitor view of the TeleVatage Admiistrator. 2-2 INSTALLING TELEVANTAGE

25 Server reliability features Because cosistet phoe service is vital to ay busiess, the TeleVatage Server takes steps to esure cotiued phoe service, eve whe the phoe system is impaired. Watchdog mode With aalog phoe service, Watchdog mode esures limited telephoe support i the evet of a power failure or Widows Server failure. Watchdog mode requires that you coect user statios ad aalog truk lies to the TeleVatage Server through the BCP coectio pael istead of usig stadard telephoe patch paels ad puch-dow blocks. See Istallig Dialogic hardware o page 8-3 for iformatio about cofigurig BCP pael hardware. If a Server or power failure occurs, the Dialogic BCP coectio pael routes the first four icomig aalog truk lies (T1-T4) to the first four statios (S1-S4). Each icomig truk call rigs o the correspodig statio, ad each statio ca the make outgoig calls o its correspodig truk. All other system features are disabled durig the Server or power failure. Whe power is restored, TeleVatage automatically restarts ad restores ormal phoe service. For systems with more tha oe BCP pael, the secod BCP pael (ad ay others) will receive the same limited support but oly i the evet of a power failure. Whe the Server is shut dow for ay other reaso, there is o support for additioal BCP paels. Whe electricity is shut off, the first four truks (T9-T12) o the secod BCP pael will be mapped to the first four statios o that pael. Note: Watchdog mode is oly available for aalog truks. Systems that primarily use digital (T1, E1, or IP) truks ca have several aalog truks cofigured so that Watchdog mode ca be used. Other reliability features For further reliability, Widows NT ad Widows 2000 support RAID drives ad uiterruptible power supplies. TeleVatage Admiistrator The TeleVatage Admiistrator applicatio eables you to cofigure, maitai, ad moitor your TeleVatage system. You ca use the Admiistrator to maage truks, extesios, users, create ad modify auto attedat meus, ad maage all aspects of your TeleVatage system. You ca istall the Admiistrator o ay Widows 98, ME, NT, XP, or 2000 computer o your etwork, icludig the Server computer. CHAPTER 2. TELEVANTAGE COMPONENTS 2-3

26 TeleVatage Cliet TeleVatage users ca use the TeleVatage Cliet applicatio i cojuctio with their telephoes to place ad receive calls, access voice messages visually, ad use all the features of the TeleVatage system. You ca istall a Cliet applicatio o ay Widows 98, ME, NT, XP or 2000 computer o your etwork. While the Cliet ehaces your access to TeleVatage, it is ot required. Most TeleVatage features are also available to users over the phoe through the telephoe commads. A Web browser accessible versio of the Cliet is available by istallig TeleVatage Web Services. TeleVatage Call Ceter Reporter The TeleVatage Call Ceter Reporter is istalled automatically whe you istall the Cliet. The Call Ceter Reporter allows you to ru more tha a doze detailed reports o call activity ad telephoe usage i TeleVatage. By carefully trackig oly the call activity o which you wat to report, it allows you to quickly idetify how effectively your phoe system is beig used by agets, queues, ad truks. The Call Ceter Reporter is eve more useful if you ru a call ceter usig either call ceter queues or ACD workgroups because it ca geerate reports o aget efficiecy, average caller hold time, ad more. I order to geerate reports, you eed a miimum of 4 call ceter aget liceses. For more iformatio about the Call Ceter Reporter, see TeleVatage Call Ceter Admiistrator s Guide. TeleVatage Web Services With TeleVatage Web Services, users ca access a HTML versio of the Cliet via ay Web browser through the Iteret or their Itraet. With the Web Cliet, users ca access TeleVatage remotely or from o-widows platforms such as Macitosh. The Web Cliet offers all TeleVatage views ad access to most Cliet fuctios. 2-4 INSTALLING TELEVANTAGE

27 TeleVatage TAPI Service Provider The TAPI Service Provider allows ay TAPI-compatible applicatio o a etworked computer to access your phoe lies through TeleVatage. Users who istall the TAPI Service Provider o their computers ca place calls usig cotact maagers such as Outlook, Act!, GoldMie, or GoldMie FrotOffice. The TAPI Service Provider rus i the backgroud ad eables the cotact maager or other applicatio to use TeleVatage. You ca istall the TAPI Service Provider with or without the TeleVatage Cliet o ay Widows 98, ME, NT, XP, or 2000 computer. TeleVatage Cotact Maager Assistat The TeleVatage Cotact Maager Assistat tightly itegrates with Outlook, GoldMie, or GoldMie FrotOffice, so that you ca receive scree-pop otificatio whe ay of your Outlook, GoldMie, or GoldMie FrotOffice cotacts call you. The TeleVatage Cotact Maager Assistat is ot required if you are usig Act! as your cotact maager. TeleVatage Robbed Bit T1 Experimeter The TeleVatage Robbed Bit T1 Experimeter is a utility that lets you cofigure a Robbed Bit T1 lie to match the specificatios used by your carrier ad make test calls util the lie is operatig properly. It is recommeded that you use the Robbed Bit T1 Experimeter before you istall the TeleVatage Server so that you ca test calls without ivolvig the whole TeleVatage system. You ca also ru the Robbed Bit T1 Experimeter after the Server is istalled. See Cofigurig a T1 lie with the Robbed Bit T1 Experimeter o page 8-30 for istructios. TeleVatage Software Developmet Kit The TeleVatage Software Developmet Kit (SDK) lets you exted TeleVatage fuctioality. The TeleVatage SDK cosists of the followig compoets: The Cliet Applicatio Programmig Iterface (API) gives custom applicatios the ability to access all fuctios foud i the TeleVatage Cliet. CHAPTER 2. TELEVANTAGE COMPONENTS 2-5

28 The IVR Plug-i API is a powerful way to itegrate virtually ay iteractive voice respose or voice processig applicatio with your TeleVatage system. The Device Status API gives custom applicatios the ability to get detailed iformatio about truks ad statios from the TeleVatage Server. For for more iformatio, see Admiisterig TeleVatage ad TeleVatage Developer s Guide. 2-6 INSTALLING TELEVANTAGE

29 CHAPTER 3 CHAPTER 3 TELEVANTAGE REQUIREMENTS CHAPTER CONTENTS Itroductio Choosig a locatio for the TeleVatage Server computer TeleVatage Server requiremets TeleVatage database server requiremets Dialogic hardware requiremets Network requiremets TeleVatage licese requiremets Admiistrator ad Cliet computer requiremets TAPI Service Provider or Cotact Maager Assistat computer requiremets Web Services computer requiremets Call Ceter Reporter computer requiremets Emergecy dialig service requiremets

30 Itroductio This chapter describes hardware ad software requiremets for the computers o which the various TeleVatage compoets will ru. It also describes the requiremets for telephoe lies ad the local area etwork (LAN) cofiguratio i your office eviromet. Make sure all these requiremets are met before you begi the istallatio. Choosig a locatio for the TeleVatage Server computer The TeleVatage Server must be located i a dust-free eviromet that is close to the locatio at which the truk lies from your telephoe compay eter the premises ad your iside phoe lies begi. The existig telephoe wirig closet that is available i most offices is a suitable locatio. TheServermustalsohaveaccesstoyouretworkwirigifyouplatouseay TeleVatage compoets o your LAN or remotely, or if you pla to use the Iteret telephoy features provided by TeleVatage. See Network requiremets o page 3-9. Note: The Server must be i remote admiistratio mode to remotely istall ay TeleVatage applicatios. See your Termial Server product documetatio for iformatio. It is highly recommeded that you use a Uiterruptible Power Supply (UPS) i cojuctio with the TeleVatage Server to protect agaist power surges ad failures. TeleVatage Server requiremets The TeleVatage Server computer works best if it is dedicated to TeleVatage. The miimum requiremets for the Server computer are as follows. Throughout this maual, the term Widows Server is used whe iformatio applies to either Widows NT Server or Widows 2000 Server. Operatig system. Microsoft Widows 2000 Server or Widows NT 4.0 Server SP 5 or higher is required. You caot use Widows 2000 Professioal or Widows NT Workstatio. Widows 2000 Server requiremets. The TCP/IP etworkig protocol must be istalled o your etwork. Widows NT Server 4.0 requiremets. Service Pack 6 is provided o the TeleVatage CD ad is istalled durig the TeleVatage istallatio if your system does ot have Service Pack 5 or higher. 3-2 INSTALLING TELEVANTAGE

31 The TCP/IP etworkig protocol must be istalled o your etwork. Iteret Explorer 5.0 or later is required by Microsoft Data Egie (MSDE). Iteret Explorer 5.5 is icluded o the TeleVatage CD. Note: If you are istallig TeleVatage o a etwork, the computer must be a member (stad-aloe) Server, ot a domai cotroller. Processor: For systems of up to 8 truks ad 24 statios, a Petium II 233 MHz system or higher is required. Larger systems require a faster processor. A cofiguratio of 96 truks by 264 statios will require a Petium III 500 MHz system or higher. Memory: Memory availability has a direct effect o TeleVatage performace. Widows NT Servers requires a miimum of 128 MB of memory is required to support 8 truks ad 24 statios. All Widows 2000 Servers ad larger Widows NT Servers require 256 MB or more of memory. For example, 768 MB or more of memory is required to support 96 truks ad 264 statios. Disk space: The amout of disk space you eed depeds o the size of your system, because each user requires sigificat space for voice files such as voice messages ad greetigs. Use the followig formula, based o TeleVatage defaults, to determie your disk space eeds: 2GB+(14MBxusers) The base figure of 2 GB icludes space for Widows NT or 2000, the SQL Server or MSDE database server, ad TeleVatage system files. The figure of 14 MB per user icludes the TeleVatage defaults of 9.2 MB (20 miutes) for voice messages ad 4.6 MB (10 miutes) for persoal recordigs such as greetigs ad voice titles. You ca chage those defaults i the TeleVatage Admiistrator. 1 miute of voice file recordig =.5MB. Sample disk space requiremets Based o default settigs of 14 MB per user 24 users 2.5 GB 48 users 3 GB 96 users 3.5 GB 144 users 4.5 GB 264 users 6 GB CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-3

32 Slots: The Server computer requires slots for the Dialogic telephoy boards. The type of available slots ISA or PCI depeds o the Dialogic boards that you use. See Dialogic hardware requiremets o page 3-5. Comm ports. Up to 2 may be required, as follows: If you are usig aalog truks, 1 Comm port for the Dialogic BCP coectio pael 1 Comm port for a optioal UPS power-dow alert Modem or LAN Iteret coectio: If you will be usig the Web Cliet, you will eed Iteret access for the Web Cliet Server computer. Network card: Although TeleVatage ca ru without beig coected to a etwork, may of its features are uavailable without a etwork. If you are usig a etwork, you must have a etwork iterface card (NIC) istalled i the Server. See Network requiremets o page 3-9 for a discussio of etwork-related requiremets, icludig a list of TeleVatage features that require a etwork. Coolig: If you will be usig Iteret telephoy, your computer may eed multiple fas to cool the Dialogic DM3 IPLik voice boards. CD ROM drive. Oe drive is required to istall the TeleVatage software ad related compoets from the TeleVatage CD. A offlie storage device such as a tape drive or Zip drive is useful for backig up the TeleVatage database, voice messages, ad Widows evet logs. TeleVatage system cofiguratio limits A sigle TeleVatage Server ca support up to 96 truks ad 264 statios. Multiple TeleVatage Servers ca be coected together usig the IP Gateway feature to create a combied system with greater capability. See Admiisterig TeleVatage for details. Usig idustrial computers for large systems Small- to medium-size TeleVatage systems ca be cofigured o a stadard computer that meets the requiremets outlied earlier i this chapter. Systems that are ot expected to exceed 16 truks by 48 lies or other cofiguratios ot exceedig four telephoy boards ca usually be costructed i this way. Larger systems may require more ISA or PCI slots tha are foud i a stadard computer. These systems may also require a bigger power supply to power all the telephoy boards. Large systems ca be built usig idustrial computers. For iformatio about recommeded idustrial computers, cotact your TeleVatage provider. 3-4 INSTALLING TELEVANTAGE

33 TeleVatage database server requiremets TeleVatage uses a database server Microsoft SQL Server 7.0 or Microsoft Data Egie (MSDE) to maage ad access the TeleVatage database. For more iformatio about the TeleVatage database server, see Chapter 9, Istallig The TeleVatage Database Server. The requiremets for the database server are: The database server must be istalled o a local drive of the TeleVatage Server. You caot ru the database server from a remote computer. 300 MB of free space must be available o the hard drive o which you istall the database server. Both SQL Server 7.0 ad MSDE require that Microsoft Iteret Explorer 5.0 or later be istalled o the computer o which the database server rus. Dialogic hardware requiremets The particular Dialogic telephoy boards you must use with TeleVatage are determied by the truk types that your office uses ad the umber of iteral phoes that you eed to support. The telephoy boards must be istalled i the TeleVatage Server computer. For istallatio ad cofiguratio istructios, see Chapter 8, Istallig Dialogic Hardware ad Software. Use the followig table to determie the Dialogic boards that your system requires, ad the umber of slots of each type that your TeleVatage Server computer must accommodate. For example, a aalog system with 8 truks (D/160SC-8LS board) ad 24 statios (MSI-240-GBL board), with 8-call IP (DM/IP0821A-T1 board) capability, requires 2 ISA ad 2 PCI slots. This cofiguratio also uses up to 96 timeslots o the SCbus. Other peripherals will require additioal slots. CTbus (H.100) board types use a differet cable tha SCbus board types, but you ca have a system cofigured with both board types. Whe systems are cofigured with a combiatio of SC ad CT boards, the SCbus type limits the system to 1024 timeslots. The timeslots used by all the istalled boards caot exceed For example, you caot istall 10 D/480SC-2T1 SCbus boards, ad 5 MSI/80PCI-GBL (PCI) CTbus boards, because the umber of timeslots required by this cofiguratio is 1160, ad the system is limited to 1024 timeslots. See To istall the Dialogic hardware o page 8-4 for iformatio about both the SCbus ad CTbus cable adapters. Refer to the documetatio supplied by the maufacturer for more iformatio. CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-5

34 Dialogic Hardware Specificatios Phoe Service Dialogic Board Supports Number of Slots Timeslots Used Physical Coector Aalog (Regular aalog, Aalog DID or Cetrex/PBX) T1 (ISDN PRI or Robbed Bit) E1 (ISDN PRI or CAS) D/80SC-4LS 4 aalog lies 1 ISA 16 SC bus D/160SC-8LS 8 aalog lies 1 ISA 32 SC bus D/160SC-LS 16 aalog lies 1 ISA 48 SC bus D/41ESC 4 aalog lies 1 ISA 8 SC bus D/41EPCI 4 aalog lies 1 PCI 8 CT bus D/41ESC-Euro 4 aalog lies 1 ISA 8 SC bus D/120JCT-LS 12 aalog lies 1 PCI 36 CT bus D/240SC-T1 D/240PCI-T1 D/480SC-2T1 D/300SC-E1 D/300PCI-E1 1T1lie (24 chaels) 1T1lie (24 chaels) 2T1lies (48 chaels) 1E1lie (30 chaels) 1E1lie (30 chaels) 1 ISA 48 SC bus 1 PCI 48 SC bus 1 ISA 96 SC bus 1 ISA 60 CT bus 1 PCI 60 SC bus D/600SC-2E1 2E1lies (60 chaels) 1 ISA 180 CT bus ISDN BRI BRI/80SC 16 truks 1 ISA 24 SC bus BRI/160SC 32 truks 1 ISA 48 SC bus BRI/2VFD 4 truks 1 PCI 6 CT bus 3-6 INSTALLING TELEVANTAGE

35 Dialogic Hardware Specificatios Phoe Service Dialogic Board Supports Number of Slots Timeslots Used Physical Coector Iteret telephoy Extra voice resources Aalog phoes DM/IP040-LSI DM/IP0821A-T1 DM/IP0821A-E1-120 DM/IP2431A-T1 DM/IP3031A-E IP calls o oboard NIC 8 IP calls oboard NIC 8 IP calls oboard NIC 24 IP calls oboard NIC 30 IP calls oboard NIC 1 PCI 8 CT bus 2 PCI 8 CT bus 2 PCI 16 CT bus 2 PCI 24 CT bus 2 PCI 30 CT bus D/80SC 8 resources 1 ISA 8 SC bus D/160SC 16 resources 1 ISA 16 SC bus D/240SC 24 resources 1 ISA 24 SC bus D/320SC 32 resources 1 ISA 32 SC bus D/80SC-PCI 8 resources 1 PCI 8 CT bus D/320SC-PCI 32 resources 1 PCI 32 CT bus MSI/80-GBL 8 phoes 1 ISA 40 SC bus MSI/160-GBL 16 phoes 1 ISA 48 SC bus MSI/240-GBL 24 phoes 1 ISA 56 SC bus MSI/80-GBL (PCI) 8 phoes 1 PCI 40 CT bus MSI/160-GBL (PCI) 16 phoes 1 PCI 48 SC bus Note: MSI/SC-R boards are supported i existig systems, but are ot distributed with ew systems. MSI boards produce a rigig voltage of approximately 50 volts or about 2 REN. Verify that your phoes meet this specificatio. CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-7

36 Additioal required truk hardware Depedig o the type of phoe service you have, you will eed the followig Dialogic hardware i additio to the boards. See Chapter 8 for details o istallig Dialogic hardware. Aalog service Dialogic BCP coectio Pael (required for failover support oly) For aalog DID truks, a DID iterface uit Robbed Bit T1 service Chael Service Uit (CSU) T1 or E1 ISDN service Network Termiatio Uit (NTU) Network termial adapter (NT1), typically supplied by the telephoe compay. If you eed oe, you ca use a stadard Chael Switchig Uit (CSU) that hadles Exteded Superframe (ESF) istead. BRI ISDN service BRI/SC80 or BRI/SC160 boards require the followig additioal hardware: Dialogic Shielded Breakout Box (part umber ) Dialogic SCSI-3 BRI breakout box cable (part umber ) Custom shielded RJ-45 cable (described i Quick Istall Card icluded with the board) Network termial adapter (NT1), typically supplied by the telephoe compay BRI/2VFD boards require the followig additioal hardware: RJ-45 cable 3-8 INSTALLING TELEVANTAGE

37 Network requiremets TeleVatage rus o Microsoft etworkig over TCP/IP. If your site already rus a differet etwork protocol, such as Novell IPX, you will eed to ru a dual stack cofiguratio. TCP/IP ad the Microsoft Network Cliet software are used to provide three kids of commuicatio for TeleVatage, as follows: Commuicatio betwee the TeleVatage database ad the Cliet or Admiistrator is provided by MDAC iter-process commuicatio. This mechaism delivers iformatio such as mailbox cotets, greetigs lists, ad call log data. Commuicatios betwee the TeleVatage Server ad the Cliet or Admiistrator is provided by Microsoft DCOM. DCOM allows real time moitorig, call cotrol, ad media cotrol, for example, whe iitiatig file recordig or playig from Widows. Access to voice files stored o the Server is provided by Microsoft etworkig file services so that audio ca be played over the speakers o a Cliet computer. Normally, TeleVatage operates i a LAN eviromet. You must use a etwork if ay of the followig circumstaces exist: You are istallig TeleVatage software, such as the TeleVatage Cliet or the TeleVatage Admiistrator, o a remote computer. You are istallig a Dialogic DM3 IPLik voice board i order to use the TeleVatage Iteret telephoy features. You are usig TeleVatage Web Services to provide a Web Cliet to users via their Web browsers. You are usig the TeleVatage otificatio feature. Note that this maual explais how to cofigure your etwork for TeleVatage, but it does ot describe istallig the LAN itself. Note: It is possible, though ot recommeded, to ru a TeleVatage system without a LAN. I such a cofiguratio, users would access TeleVatage through their phoes oly, ot through the Cliet program, ad some Cliet-oly features would be uavailable to them. (See Usig TeleVatage for details about the telephoe commads). System admiistrators would have to ru the Admiistrator program o the Server computer itself. CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-9

38 Network cofiguratio requiremets This sectio explais etwork cofiguratio requiremets for workgroup-based ad domai-based Widows etworks. Microsoft Widows workgroup-based etwork I a Widows workgroup-based etwork, or a o-microsoft etwork such as LANtastic, ayoe who rus a TeleVatage workstatio applicatio requires a etwork coectio to the TeleVatage Server. The TeleVatage Server computer must have either of the followig: A accout for every user who will ru a TeleVatage workstatio applicatio o a differet computer i the workgroup A Guest accout with a empty password Note: The Widows Server istallatios disable the Guest accout by default. Microsoft Widows domai-based etwork I a Widows domai-based etwork, autheticatio is provided by the domai cotroller. I this cofiguratio, each TeleVatage user must be a member of the domai that cotais the TeleVatage Server. The TeleVatage Server computer must be a member of the domai, or a stad-aloe server, but ot a domai cotroller. Novell etworks To ru TeleVatage o a Novell etwork, you must add Gateway ad Cliet services for NetWare as a service o the TeleVatage Server computer. Requiremets for otificatio of voice messages TeleVatage ca automatically sed a message to ay address wheever a user receives a ew voice message. Users ca also choose to have the recorded voice message attached to the as a.wav file. This eables users to receive ad voice mail i oe place, ad to moitor voice mail from a remote locatio as it arrives. You ca also sychroize TeleVatage with Microsoft Exchage Server so that voice messages deleted i oe place are deleted from the other as well. To use the otificatio feature, you must have a Microsoft Widows Messagig Applicatio Programmig Iterface (MAPI) compliat cliet istalled o your TeleVatage Server, such as Microsoft Outlook, Lotus Notes, or Eudora Pro INSTALLING TELEVANTAGE

39 Note: You do ot eed a MAPI-compliat Server, but you do eed a MAPI-compliat cliet. For example, if you have UNIX SedMail o your Server, which does ot support MAPI, you ca still use Outlook or Eudora Pro, both of which do support MAPI, to eable TeleVatage otificatio. For istructios o cofigurig the TeleVatage Server computer to access your cliet, see Creatig the Widows NT 4.0 Server user for TeleVatage o page 7-5. See the documetatio that came with your cliet for istallatio ad cofiguratio procedures. IP telephoy requiremets IP telephoy uses the H.323 protocol, which ca be icompatible with the followig etwork devices: Firewalls Network Address Traslators (NATs) Packet filters Proxy servers If you are plaig to use IP telephoy, check with the vedors of these devices to make sure that they support H.323. Proxy server requiremets If your etwork uses a proxy server to access the Iteret, a special cofiguratio is required o Widows NT ad Widows 2000 computers i order to ru TeleVatage workstatio applicatios. See Cofigurig TeleVatage for use with a proxy server o page If you are usig Microsoft Proxy Server, TeleVatage requires versio 2.0 or later. CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-11

40 TeleVatage licese requiremets The followig types of liceses are required for TeleVatage: A licese for each TeleVatage Server. A licese for each truk lie. A licese for each Iteret telephoy port. A statio licese for each iteral phoe. A cliet licese for each computer ruig the TeleVatage Cliet. A Call Ceter Aget licese for each user actig as a call ceter aget. Four Call Ceter Aget liceses i order to ru the TeleVatage Call Ceter Reporter. Liceses ca be purchased from your TeleVatage provider. Eterig liceses is described i Admiisterig TeleVatage. Admiistrator ad Cliet computer requiremets Computers ruig the Admiistrator or the Cliet applicatios must meet the followig requiremets: Operatig system: Microsoft Widows 98, ME, Widows NT 4.0 Workstatio SP 5 or higher, or Widows 2000 Professioal. Processor: Petium II 133 MHz or higher Memory: Miimum 64 MB RAM. 128 MB RAM required for Widows Disk space: 10 MB free disk space Software: TCP/IP with Microsoft Network Cliet Iteret Explorer 5.0 or later O Widows 98 computers, Microsoft DCOM 98 (see Istallig DCOM 98 for workstatio applicatios o page 11-3) O Widows ME computers, Microsoft DCOM ME (TeleVatage istalls it automatically if it is ot istalled already) Hardware: Soud card ad speakers for the TeleVatage Cliet Network coectio: TCP/IP coectio to the TeleVatage Server. See Network requiremets o page INSTALLING TELEVANTAGE

41 Usig a wheel mouse with TeleVatage To scroll through Cliet or Admiistrator views usig a Microsoft mouse with a mouse wheel, you must have istalled the latest Microsoft Itellipoit driver. The latest Itellipoit driver ca be dowloaded from: TAPI Service Provider or Cotact Maager Assistat computer requiremets The computer o which you wat to istall the TeleVatage TAPI Service Provider or the TeleVatage Cotact Maager Assistat must meet the followig miimum requiremets: Operatig system: Widows 98, ME, XP, 2000, or Widows NT with ServicePack5orhigher. Software: The Cotact Maager Assistat requires the TAPI Service Provider. Neither the CMA or the TAPI Service Provider require the presece of the TeleVatage Cliet. Network coectio: To the TeleVatage Server. See Network requiremets o page 3-9. Web Services computer requiremets The computer o which you wat to istall TeleVatage Web Services must meet the followig miimum requiremets: Operatig system: Widows 2000 Server or Widows NT Server 4.0 with Service Pack 5 or higher. Widows NT Server 4.0 requiremets: Microsoft Iteret Iformatio Server (IIS) 4.0 or greater. IIS 4.0 is part of the Widows NT 4.0 Optio Pack, available for dowload at Microsoft Iteret Explorer 5.5 or higher. Iteret Explorer 5.5 is available o the TeleVatage CD. Processor: PetiumIIorfasterCPU Memory: 128 MB or more depedig o the umber of simultaeous users Disk space: 200 MB CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-13

42 Software: Iteret Iformatio Server (IIS) 4.0 or higher o the computer that will ru the TeleVatage Web Services. IIS is icluded i the Widows NT 4.0 Optio Pack, which is built ito Widows 2000 Server. Network coectio: To the TeleVatage Server. See Network requiremets o page 3-9. You ca istall the TeleVatage Web Services o the same computer as the TeleVatage Server if you pla to use the Microsoft Iteret Iformatio Server to support a small umber of simultaeous coectios for TeleVatage purposes oly. However, if you pla to use the TeleVatage Web Services to support may TeleVatage users or for other high-volume Web-related activity, it is recommeded that you istall it o a separate etworked computer from the TeleVatage Server. Call Ceter Reporter computer requiremets The Call Ceter Reporter is istalled alog with the TeleVatage Cliet. To ru the TeleVatage Call Ceter Reporter you must have the items i the followig list: A computer that meets the requiremets listed i Admiistrator ad Cliet computer requiremets o page Microsoft Excel 2000 or Excel XP. Excel 97 is ot supported. A etwork coectio to the TeleVatage Server. See Chapter 11 for istructios o istallig the Call Ceter Reporter. Emergecy dialig service requiremets TeleVatage supports stadard 911 ad Ehaced 911 (E-911) emergecy dialig services as follows: A stadard 911 call does ot require ay additioal hardware. All stadard 911 calls use a TeleVatage truk ad go through the local carrier to the emergecy dispatchig ceter. All E-911 calls go through a special E-911 device ad do ot use a TeleVatage truk. Typically, a dedicated truk coects the E-911 device directly to the emergecy dispatchig ceter INSTALLING TELEVANTAGE

43 A E-911 call trasmits the Automatic Number Idetificatio (ANI) of the callig statio as the TeleVatage statio ID. This iformatio allows the E-911 ceter at the telephoe compay to idetify the locatio of the perso who made the emergecy call. For example, this iformatio icludes the specific floor ad office i a large buildig from which the call was made. Cotact your local telephoe compay to determie the emergecy dialig services that are available i your area. Ehaced 911 service requiremets After you determie that E-911 service is available from your phoe compay, you eed to istall ad cofigure a E-911 device to make E-911 calls from TeleVatage statios. E-911 device suppliers For more iformatio about obtaiig, istallig, ad cofigurig a E-911 device, cotact: Telidet, Ic. ifo@telidet.com CHAPTER 3. TELEVANTAGE REQUIREMENTS 3-15

44

45 CHAPTER 4 CHAPTER 4 TRUNK OPTIONS AND REQUIREMENTS CHAPTER CONTENTS Itroductio Orderig services from your phoe compay Aalog truk requiremets T1 truk requiremets E1 truk requiremets ISDN BRI truk requiremets ISDN Megacom requiremets Iteret telephoy requiremets

46 Itroductio Supported truks Truks are the phoe lies that you order from the telephoe compay. This chapter describes the types of truks you ca use with TeleVatage ad their requiremets. TeleVatage supports the followig truk types: Aalog Aalog DID Cetrex/PBX Robbed Bit T1 T1 ISDN PRI E1 ISDN PRI E1 CAS ISDN Basic Rate Iterface (BRI) I additio, TeleVatage supports Iteret telephoy (IP) for placig ad receivig calls over the Iteret, which requires a Etheret coectio but o special truks from your phoe compay. Note: TeleVatage Watchdog mode works with aalog lies oly. I the evet of a power failure or Widows Server crash, TeleVatage routes the first four icomig aalog truk lies to the first four statios through the Dialogic BCP pael. If you wat to use Watchdog mode, your TeleVatage system must iclude some aalog truks i additio to your digital lies. To determie the Dialogic voice boards that are required for your truk types, see Dialogic hardware requiremets o page 3-5. For istructios o coectig the truk lies to the Dialogic voice boards i your TeleVatage Server computer, see Chapter 8. After you have coected your truks to the TeleVatage Server, you must cofigure them i the TeleVatage Admiistrator. See Admiisterig TeleVatage for details. 4-2 INSTALLING TELEVANTAGE

47 Orderig services from your phoe compay You ca order the followig services whe you order truks from your phoe compay. Caller ID Direct Iward Dial (DID) Hut groups Iboud ad Outboud oly truks Emergecy Dialig service Call waitig Caller ID Caller ID ad Automatic Number Idetificatio (ANI) are used by TeleVatage as oe meas of idetifyig icomig calls. May useful TeleVatage features rely o caller idetificatio. Customized greetigs, customized routig lists, ad call rules for idividuals all use Caller ID. It is highly recommeded that you order a caller idetificatio service for all of your truk lies. Foraalogtruks,orderCallerID. For T1, E1 ISDN BRI, or aalog DID truks, order ANI. Direct Iward Dial Note: For Iteret telephoy, caller ID is automatically supported by the Dialogic IP boards. Whe you order DID, your site is give a block of sequetial telephoe umbers. You the assig these umbers to idividual phoes withi TeleVatage. I this way callers ca dial users assiged to those phoes directly, without havig to go through a auto attedat or operator. DID geerally trasmits the last three or four digits of the phoe umber dialed. TeleVatage recogizes the DID digits ad routes the call to the appropriate user or auto attedat. DID eables you to set up private phoe umbers for users without havig to dedicate truks. Aother service, Dialed Number Idetificatio Service (DNIS) works i the same way as DID, but is used for toll-free lies such as 800, 877, ad 888 umbers. I TeleVatage, DID refers to both DID ad DNIS. To use DID, you must cofigure your TeleVatage truks to recogize it. For istructios, see Admiisterig TeleVatage. CHAPTER 4. TRUNK OPTIONS AND REQUIREMENTS 4-3

48 Hut groups Truks used with TeleVatage must be cofigured by the phoe compay i a termiated hut group so that calls roll over to the ext truk if the first oe is busy. I this arragemet, icomig calls try the lowest umbered phoe lie first. If that lie is busy, they try the ext higher phoe lie ad cotiue tryig lies util a free lie is foud. If you will be usig the same truks for both iboud ad outboud calls, you must cofigure dialig services i the Admiistrator so that o outboud calls, TeleVatage starts searchig for a free lie from the highest umbered truk. This cofiguratio helps to limit coflicts o lies. Iboud- ad outboud-oly truks Iboud-oly truks ad outboud-oly truks do ot affect TeleVatage performace, but they may be of beefit i your orgaizatio. If you order them, you must cofigure them i the Admiistrator. See Admiisterig TeleVatage for details. Emergecy dialig service Call waitig Cosult your local phoe compay to determie the emergecy dialig services that are available i your area. For iformatio about usig Ehaced 911 service, which is desiged to help the local emergecy dispatchig ceter idetify the precise locatio of a caller makig a emergecy call, see Ehaced 911 service requiremets o page It is strogly recommeded that you do ot order call waitig o aalog truk lies. TeleVatage provides its ow call waitig toe to users o icomig calls. If telephoe compay call waitig toes arrive as well, they ca cofuse users. Aalog truk requiremets TeleVatage supports stadard loop-start aalog truks. TeleVatage ca also use Cetrex truks or operate behid a PBX that is coected to the cetral office at the telephoe compay. 4-4 INSTALLING TELEVANTAGE

49 DID iterface uits If you are usig aalog DID truks, you must purchase ad istall a separate piece of hardware, the DID iterface uit. A DID iterface uit ca support up to 4 DID truks. It must sit betwee TeleVatage ad your telephoe compay. See your TeleVatage provider for iformatio about DID iterface uits that work with TeleVatage. See Aalog DID truks o page 8-6 for istructios o istallig DID iterface uits. T1 truk requiremets TeleVatage supports two protocols over T1 lies: Robbed Bit ISDN T1 carrier requiremets The followig table lists the T1 cofiguratio requiremets for TeleVatage. You must supply this iformatio to your phoe compay whe you order T1 service. T1 Requiremets for TeleVatage Framig Type Iterface Supervisory sigal Wik CSU or NTU equipmet Lie codig/framig Digit sigalig D4 Superframe or Exteded Superframe DSX-1 2- or 4-wire E&M Wik ad double wik Robbed Bit: CSU ISDN: NTU (See Additioal required hardware o page 4-6.) For D4 Superframe: AMI For Exteded Superframe: B8ZS Robbed Bit: DTMF or MF ISDN: DTMF CHAPTER 4. TRUNK OPTIONS AND REQUIREMENTS 4-5

50 T1 ISDN PRI Protocols TeleVatage curretly supports the followig ISDN PRI protocols over T1 lies. The drivers for these protocols are provided o the TeleVatage CD. Cotact your TeleVatage provider if your protocol is ot listed. 4ESS 5ESS CR13 DMS/100 DMS/250 INS1500 Natioal ISDN 2 (NI2) Additioal required hardware A Chael Service Uit (CSU) is required for Robbed Bit T1 lies. A Network Termiatio Uit (NTU) is required for ISDN T1 lies. Most ISDN istallatios iclude a NTU from the phoe compay, so you should ask your phoe compay for details. Coect the CSU or NTU betwee TeleVatage ad the digital lie comig i from the phoe compay. Note: A Digital Service Uit (DSU) is ot required because the Dialogic voice boards supply DSU fuctioality. CSU or NTU cables For a CSU, you eed a CSU-to-D/240SC-T1 cable, which is provided by the CSU vedor You also eed a cable that coects a NTU to the Dialogic voice board. Whe orderig oe from your supplier, specify the followig: Recommeded cable type. Twisted-pair, i which each of the two pairs is shielded ad the two pairs also have a commo shield. Coectors. The cable coects to the board via a RJ-45 Modular coector o the frot or rear bracket of the board. 4-6 INSTALLING TELEVANTAGE

51 U.S. local ad log-distace service Two kids of T1 truks are available from phoe compaies i the Uited States. local ad log-distace. Local T1 truks Operate similarly to local aalog lies, i that local calls are free, ad you ca place log-distace calls usig the log-distace carrier of your choice. Importat: It is recommeded that you ot use local T1 lies because they do ot supply ANI caller ID iformatio used by TeleVatage to recogize cotacts whe they call. Most icomig calls from cotacts o local T1 truks will display as Ukow i the Call Log ad i the Cliet Call Moitor ad Voice Messages views. Also, call rules for exteral cotacts will ot work. Support DID, ad you ca order blocks of DID umbers for each T1 lie. Log-distace T1 truks Hadle local ad log-distace calls through the same carrier, so that all outboud calls are charged at the rate charged by your log-distace carrier. Do ot support outboud toll-free calls, for example, to 411 or 800 ad 888 umbers, ad require that you dial the area code for all umbers, eve those i your local area. Provide ANI, which eables full TeleVatage fuctioality. Support DID o icomig calls oly if the lie is used for toll-free callig, for example, 800 or 888 umbers. Because of the higher cost ad limitatios o outboud calls, log-distace T1 lies are recommeded for iboud-oly truks, for example, i call ceters. Istallig T1 voice boards ad coectig truks For istructios o istallig the Dialogic D/240SC-T1 or D/480SC-2T1 voice board ad coectig truks, see Chapter 8. CHAPTER 4. TRUNK OPTIONS AND REQUIREMENTS 4-7

52 E1 truk requiremets TeleVatage supports both kids of E1 service: ISDN CAS E1 carrier requiremets TeleVatage curretly supports the followig ISDN PRI protocols over E1 lies. The drivers for these protocols are provided o the TeleVatage CD. Cotact your TeleVatage provider if your protocol is ot listed here. E1 ISDN PRI Protocols Austel CTR4 (ETSI 300) DASS2 EuroISDN ITR6 PTC132 VN3 VN4 E1 CAS Protocols The protocols preseted i the followig table are ot provided o the TeleVatage CD. They are available o a Dialogic CD that you ca order from your TeleVatage provider. The Dialogic part umber for the CD is Coutry Argetia Australia Austria Belgium Brazil Bulgaria CCITT Chile Protocol(s) R2 R2 R2, E1 DTMF, R2 (Test oly) R2 Bidirectioal R2 R2 R2 Bidirectioal 4-8 INSTALLING TELEVANTAGE

53 Coutry Chia Colombia Croatia Czech Republic Filad Frace Georgia Greece Hugary Idia Idoesia Israel Italy Kazakhsta Korea Kuwait Latvia Lebao Lithuaia Malaysia Malta Mexico Morocco Nigeria Netherlads New Zealad North America Protocol(s) R2, R2 Bidirectioal R2 R2 R2, R2 Bidirectioal R2 Aalog, E1 R2, R2 Iboud, Geeric CAS/E-1, Geeric CAS/E1 Bidirectioal E1 R2 R2 R2 (o aswer state), R2 (with aswer state) R2, CO (Test oly) E1 R2, R2 MFC R2 R2 Lettoie R2 R2 R2 R2 R2, MELCAS Bidirectioal Network Side, MELCAS Bidirectioal Termial Equipmet R2 Bidirectioal R2 R2 R2 NET-5, CTR-4 Aalog Bidirectioal CHAPTER 4. TRUNK OPTIONS AND REQUIREMENTS 4-9

54 Coutry Protocol(s) Norway Polad Portugal Philippies Romaia Russia Saudi Arabia South Africa Sigapore Slovakia R2 R2 DTMF R2, PLDT R2 R2 R1 Truk Lies, R1 Local Lies R2 R2 R2 R2 Spai E1, 2 of 6 Swede Taiwa Thailad Tuisia Turkey Uited Kigdom Uited States Uzbekista Veezuela Vietam P7 SS Spec 8211, P8 SS Spec 8211 T1 MF, R2 CFT, R2 TOT R2 MFC CFT, R2 MFC TOT R2 E1 Mercury, Mercury Bidirectioal, CallStream T1 FGA/FGB/FGD/LS Bidirectioal, T1 E&M, T1 FXO/FXS, T1 FGA/FGB/FGD/LS, T1 Rockwell Switch R2, R2 Bidirectioal R2 R2 See Chapter 8 for istallatio ad cofiguratio istructios INSTALLING TELEVANTAGE

55 ISDN BRI truk requiremets TeleVatage supports ISDN BRI service. Importat: TeleVatage does ot support coectig BRI devices such as BRI phoes to Dialogic ISDN BRI boards. The oly supported use of ISDN BRI boards is to coect ISDN BRI truks. ISDN BRI carrier requiremets TeleVatage supports the followig ISDN BRI protocols. The drivers for these protocols are provided o the TeleVatage CD. Cotact your TeleVatage provider if your protocol is ot listed here. ISDN BRI 5ESS (ATT 5ESS BRI) DMS100 (Norther Telecom DMS100 BRI) NTT (Japaese INS-Net 64 BRI) NET3 (EuroISDN BRI) NI1 (Natioal ISDN 1) NI2 (Natioal ISDN 2) North America ISDN BRI istallatios should receive a uique Service Profile Idetifier (SPID) umber for each ISDN BRI chael from their carriers. ISDN BRI hardware requiremets Shareable voice resources Ulike other Dialogic truk boards, the BRI/80SC ad BRI/160SC boards do ot supply ay voice resources to hadle auto attedats, voice mail access, or other TeleVatage features. Therefore, you must istall extra Dialogic hardware with shareable voice resources if you wat to use these BRI boards with TeleVatage. See Gaiig extra voice resources o page A-3. Also see Dialogic hardware requiremets o page 3-5 for a table that lists Dialogic voice boards that provide voice resources. NT1 A etwork termiatio device is required for all the BRI boards. Coect the NT1 betwee TeleVatage ad the digital lie comig i from the phoe compay. Note: Cotact your telephoe compay to determie if your BRI/2VFD board eeds a termiatio device. CHAPTER 4. TRUNK OPTIONS AND REQUIREMENTS 4-11

56 NT1 cables A special cable is required to coect the NT1 to all the BRI boards except the BRI/2VFD, which uses a stadard RJ-45 cable. This special cable must have pis 3 ad 4 crossed, pis 5 ad 6 crossed, ad pis 1, 2, 7, ad 8 wired straight through. See the istructios icluded with your Dialogic BRI board for details. ISDN Megacom requiremets If you are usig ISDN Megacom service, you must make specific modificatios to the Widows registry o the TeleVatage Server computer i order to make outboud iteratioal calls. See Admiisterig TeleVatage for details. Iteret telephoy requiremets Placig TeleVatage calls over the Iteret or your private TCP/IP etwork does ot require additioal telephoe compay truks. The Dialogic Iteret telephoy board coects directly to your etwork ad accesses the Iteret over the ormal Iteret or TCP/IP etwork coectio used i your compay. See Chapter 8 for istructios o istallig the IPLik Iteret telephoy board INSTALLING TELEVANTAGE

57 CHAPTER 5 CHAPTER 5 PHONE OPTIONS AND REQUIREMENTS CHAPTER CONTENTS Itroductio Supported phoes Wirig requiremets Usig TeleVatage with a pagig system...5-4

58 Itroductio TeleVatage supports stadard aalog touch toe telephoes called 2500 sets i U.S. telephoe termiology for iteral statios. Multilie aalog phoes ca be used, but lie use idicator lights may ot perform correctly o some models. Supported phoes Support for IP phoes icludes Netmeetig, Quicket, ad E-tel. For more iformatio about usig IP phoes with TeleVatage, see Admiisterig TeleVatage, Chapter 13, Cofigurig Iteret Telephoy Support ad Appedix D, Usig Quicket ad E-tel with TeleVatage. TeleVatage supports aalog phoes with the followig features: Caller ID. A CLASS Bellcore message waitig light. Message waitig lights other tha CLASS Bellcore are ot supported with TeleVatage. Caller ID o call waitig. Aalog phoes tested with TeleVatage iclude those listed i the followig table. Phoe Nortel/Aastra 9316cw Nortel/Aastra Maestro 900DSS AT&T/Lucet 960 AT&T/Lucet 956 AT&T/Lucet 951 AT&T/Lucet 9130 (cordless) Soy Caller ID IT70 Features Caller ID display Caller ID o call waitig Message waitig idicator Caller ID display Caller ID o call waitig Caller ID display Caller ID o call waitig Message waitig idicator Caller ID display Caller ID o call waitig Message waitig idicator Message waitig idicator Caller ID display Caller ID o call waitig Caller ID display Caller ID o call waitig 5-2 INSTALLING TELEVANTAGE

59 Phoe Radio Shack Speakerphoe ad Caller ID with 60-umber memory, system 1350 (catalog #43-987) Features Caller ID display Caller ID o call waitig Message waitig idicator For more iformatio about Aastra phoes, see: For more iformatio about AT&T phoes, see: Supportig differet types of CLASS phoes Two TeleVatage Widows registry settigs specify the format used to sed caller ID or visual message waitig iformatio to CLASS phoes. See Admiisterig TeleVatage for more iformatio. Wirig requiremets Statios are coected to the Server usig stadard 2-wire tip ad rig telephoe cable. Four-wire cablig ca be used if it is already beig used. All coectios to the Server, both statio ad aalog truk lies, must be termiated with RJ-11 coectors. For digital truk lie requiremets, see your local service provider. Replacig a existig PBX If you are replacig a existig PBX with TeleVatage, the iformatio i this sectio may apply to you. Wirig puch dow blocks to TeleVatage Puch dow blocks are commoly used to termiate 50-pair cables from offices to the wirig closet at the compay locatio, ad from the wirig closet to the telephoe compay. Each phoe coectio from this puch dow block that is, each statio or truk must be coected to a wire termiated with a RJ-11 coector i order to be coected to the Dialogic BCP pael. Wirig patch paels to TeleVatage If your offices are wired to patch paels, you ca use a stadard phoe cord with RJ-11 coectors from the patch pael to the Dialogic BCP pael. This method assumes that the patch pael accepts RJ-11 coectors. Network patch paels geerally use RJ-45 coectors but ofte accept RJ-11 coectors as well. CHAPTER 5. PHONE OPTIONS AND REQUIREMENTS 5-3

60 Replacig telephoes coected directly to truk lies If you are ot replacig a PBX ad your office phoes are coected directly to truk lies, the office may eed to be rewired. Truk lies must come to a cetral locatio at the TeleVatage Server ad statio lies must be wired from the TeleVatage Server to the offices. Usig TeleVatage with a pagig system You ca attach a exteral pagig device to a statio or truk port. For a statio port, you must the activate the hads-free feature for that extesio as described i Admiisterig TeleVatage. For more iformatio about stadard PBX pagig systems from maufacturers such as Vikig Electroics or Boge, cotact: Graybar INSTALLING TELEVANTAGE

61 Sectio 2 Performig the Istallatio

62

63 CHAPTER 6 CHAPTER 6 UPGRADING OR INSTALLING TELEVANTAGE CHAPTER CONTENTS Itroductio UpgradigfromapreviousversioofTeleVatage Preparig your system for upgrade IstalligaTeleVatagesystemforthefirsttime Importat! The TeleVatage istallatio process requires that you restart your computer oe or more times. Keep the TeleVatage CD i the CD drive while restartig. Do ot remove the TeleVatage CD util istructed to do so. If you remove the CD before or durig a restart, the istallatio may ot complete successfully.

64 Itroductio The TeleVatage CD cotais all the software that you eed to upgrade your existig TeleVatage system or to istall a ew TeleVatage system. Note: The TeleVatage Master Setup starts whe you isert the TeleVatage CD ito your CD-ROM drive. You ca also start the Master Setup maually by ruig autoru.exe from the root directory o the CD. If the message Corrupt istallatio detected appears after you isert the CD or ru autoru.exe, log o as a local admiistrator, ad the reisert the CD. Usig the istallatio programs TeleVatage uses the followig istallatio programs: The Master Setup program The Workstatio Setup program To use the istallatio programs, start them as directed i this maual, ad the follow the o-scree istructios. Not all screes are described i detail i this maual. Some screes require you to eter additioal iformatio or make choices, ad these screes are thoroughly documeted i this maual. The particular sequece of screes that you will see depeds o whether you are istallig TeleVatage for the first time or upgradig from a previous versio. O a upgrade, the istallatio program reuses existig iformatio if possible, so some screes documeted i this maual may ot appear. At various poits durig the istallatio, a istallatio program may examie the cotets of your computer ad detect software that eeds to be istalled or upgraded, or settigs that eed to be modified. Follow the istructios o the scree ad i this maual to complete the istallatio. 6-2 INSTALLING TELEVANTAGE

65 The Master Setup program The Master Setup program allows you to istall the followig TeleVatage compoets: Dialogic DNA 3.3 Drivers Dialogic Driver Updates Microsoft Data Egie (MSDE) TeleVatage Server TeleVatage Web Services You ca also view the release otes from the Master Setup scree. The Workstatio Setup program The Workstatio Setup program allows you to istall the followig TeleVatage workstatio applicatios: The TeleVatage Admiistrator The TeleVatage Cliet The TeleVatage TAPI Service Provider The TeleVatage Cotact Maager Assistat Upgradig or istallig If you are upgradig from a previous versio of TeleVatage, go to Upgradig from a previous versio of TeleVatage o page 6-4. If you are istallig a ew TeleVatage system, go to Istallig a TeleVatage system for the first time o page Troubleshootig istallatio problems If you experiece problems after completig a first-time istallatio or upgrade, see Appedix D, Troubleshootig for more iformatio. CHAPTER 6. UPGRADING OR INSTALLING TELEVANTAGE 6-3

66 Upgradig from a previous versio of TeleVatage Read this sectio carefully if you are upgradig a existig TeleVatage system. Be sure to follow the istructios i Preparig your system for upgrade o page 6-6. Importat: Do ot uder ay circumstaces uistall the TeleVatage Server or SQL Server. If you uistall either oe, you will lose your TeleVatage database ad voice messages. The TeleVatage istallatio program preserves your earlier TeleVatage Server cofiguratio, icludig voice messages ad prompts. If you follow the istructios i this maual, you will ot lose ay data whe you upgrade. Schedulig a upgrade If you are upgradig the live telephoe system at your compay, you must schedule the istallatio after busiess hours. The process of istallig TeleVatage ca take more tha two hours. It ca take sigificatly loger if you must cofigure ad test T1, E1, or BRI truk lies. Durig this time, your telephoe system will be offlie ad uavailable. Notes for specific upgrade paths This sectio cotais iformatio about specific upgrades. Be sure to read the iformatio that applies to your upgrade. Upgradig from TeleVatage 3.5 Note the followig chages i TeleVatage 4.0: This versio of TeleVatage requires the istallatio of the TeleVatage Dialogic Driver Updates. MediaCom least cost routig (LCR) software is o loger icluded with TeleVatage. This fuctioality has bee replaced by routig services, which are a special type of dialig service. Upgradig from TeleVatage 3.5 oto a differet TeleVatage Server computer The followig procedure describes how to upgrade from TeleVatage 3.5 o oe Server computer to TeleVatage 4.0 o a differet Server computer. 1. Back up the TeleVatage database ad voice files o the old TeleVatage Server accordig to the istructios i Backig up the TeleVatage database ad voice files o page Istall TeleVatage 3.5 o the computer that will be used as the ew TeleVatage Server. Use the documetatio that came with your copy of TeleVatage INSTALLING TELEVANTAGE

67 3. Restore the backed-up database files (backup.dmp, extesio.mdb,ad tvrdb.mdb) oto the ew TeleVatage Server. See Admiisterig TeleVatage for iformatio about how to restore files after a backup. 4. Upgrade the ew Server computer to TeleVatage 4.0 accordig to the istructios i this maual. Upgradig from TeleVatage 3.0 Note the followig chages i TeleVatage 4.0: Dialogic DNA 3.2 drivers are replaced by Dialogic DNA 3.3 drivers ad the Dialogic Driver Updates. Iteret-to-Phoe Number ad Iteret-to-Cetrex/PBX Extesio dialig services do ot upgrade automatically. Before you upgrade to TeleVatage 4.0, write dow all the followig iformatio: All field iformatio cotaied o the Geeral tab i the User dialog box for ay user with the This user autheticates IP Gateway calls feature eabled. Double-click each user i the Users view to ope the User dialog box. All field iformatio cotaied o each of the tabs of the Iteret-to-Phoe Number Service dialog box. Double-click the dialig service i the Dialig Services view to ope the dialog box. All field iformatio cotaied o each of the tabs of the Iteret-to-Cetrex/PBX Extesio Service dialog box. Double-click the dialig service i the Dialig Services view to ope the dialog box. See Admiisterig TeleVatage for more iformatio about cofigurig these dialig services ad their associated IP Gateways after the upgrade is complete. You do ot eed to eter Iteret Address dialig services agai after the upgrade is complete because they upgrade automatically. Upgradig from TeleVatage 2.1 or earlier Note the followig chages i TeleVatage 4.0: Dialogic Streams-based drivers are replaced by Dialogic DNA 3.3 drivers ad the TeleVatage Dialogic Driver Updates. MediaCom least cost routig software is o loger icluded with TeleVatage. This fuctioality has bee replaced by routig services, which are a special type of dialig service. CHAPTER 6. UPGRADING OR INSTALLING TELEVANTAGE 6-5

68 Busiess hours are ot retaied durig the upgrade. Make a ote of the busiess hours that you have set up i Tools > System Settigs > Busiess Hours, so that after istallatio you ca eter them agai i the Admiistrator. See Admiisterig TeleVatage for more iformatio. Microsoft Data Egie (MSDE) is istalled from the TeleVatage CD to upgrade your TeleVatage database. Leave Microsoft SQL Server 6.5 or later istalled util the TeleVatage system is istalled ad ruig correctly. You ca uistall SQL Server 6.5 or later after the upgrade is complete. Chagig the domai of the TeleVatage Server See Appedix E, Chagig the Domai of the TeleVatage Server if ay of the followig coditios apply to your upgrade: Your etwork cofiguratio has chaged, ad you ow have a domai that you wat the TeleVatage Server to be a part of. You recetly istalled a Microsoft Exchage Server o your etwork, ad you ow wat to support otificatio i TeleVatage. To support this feature, the TeleVatage Server must be o a domai. You chaged the ame or password of the domai user. You moved the TeleVatage Server to a differet domai. Movig the TeleVatage voice files If you wat to upgrade your TeleVatage system, but do ot have eough free space o your disk to perform the istallatio, you ca move the TeleVatage voice files to aother locatio before performig the upgrade. See Admiisterig TeleVatage for more iformatio. Preparig your system for upgrade To maitai the itegrity of your existig TeleVatage system ad esure a successful upgrade, you must perform the tasks described i detail i this sectio. Importat: It is critical for a successful upgrade that you perform these tasks exactly as described i the remaider of this sectio. 6-6 INSTALLING TELEVANTAGE

69 The ecessary steps iclude the followig: Backig up your TeleVatage database ad voice files to a safe locatio off the Server computer. Archivig your Call Ceter Reporter database if you have bee usig TeleVatage 3.0 or 3.5. Shuttig dow the TeleVatage Server ad exit all TeleVatage workstatio applicatios, icludig the Device Moitor. Stoppig the Dialogic drivers, ad the uistall them. Backig up the TeleVatage database ad voice files By backig up your system, you will be able to recostruct your curret system if the istallatio process fails. Backig up a existig TeleVatage system may take a hour or more, especially if there are may voice messages stored i your database. 1. Log o to the TeleVatage Server computer usig a accout with admiistrator permissios. 2. Start the TeleVatage Admiistrator ad log o. 3. Make sure the TeleVatage Server is stopped by choosig Tools > Shut dow Server. For iformatio about shutdow optios, see Admiisterig TeleVatage. 4. Choose Tools > Backup Database. 5. Click OK to cofirm the backup. A copy of your TeleVatage database is made i SQL. Your curret TeleVatage Widows registry settigs are copied to a separate file. 6. Back up the TeleVatage database by copyig the followig files to tape or aother disk: C:\Mssql\Artisoft\Backup\Tvdb.dmp C:\Mssql\Artisoft\Backup\TVServer.reg 7. Backup the voice files by copyig the cotets of the followig directory to tape or aother disk. Make sure that you copy all subdirectories, icludig TempRecs ad its files. C:\Program Files\TeleVatage Server\Vfiles CHAPTER 6. UPGRADING OR INSTALLING TELEVANTAGE 6-7

70 Archivig TeleVatage 3.0 or 3.5 Call Ceter Reporter data The TeleVatage 4.0 Call Ceter Reporter ca geerate reports for both ACD workgroups ad call ceter queues, but it oly reports o data collected after you upgrade to TeleVatage 4.0. Therefore, if you wat to report o Call Ceter Reporter data collected before the upgrade, you must archive that data ad report o it separately usig the TeleVatage 3.0 or 3.5 Call Ceter Reporter. Importat: Failure to back up your existig Call Ceter Reporter data ca prevet you from pritig reports based o pre-upgrade data. To archive existig TeleVatage Call Ceter Reporter data 1. Roll-up the Call Ceter Reporter data. For more iformatio, see Admiisterig TeleVatage for TeleVatage If you have ot previously doe so, istall the Call Ceter Reporter for TeleVatage 3.0 or TeleVatage 3.5 o the same computer that has the Statistics Database. 3. Maitai the archive for as log as you wat to report o data collected prior to the upgrade to TeleVatage 4.0. Importat: After the upgrade to TeleVatage 4.0, you caot ru a report that uses data from before ad from after the upgrade. You must ru separate reports o your archived data ad your ew data. Shuttig dow TeleVatage compoets 1. If you have ot already doe so, stop the TeleVatage Server by choosig Tools > Shut dow Server i the Admiistrator. 2. Exit all TeleVatage workstatio applicatios o the etwork. 3. Exit the Device Moitor by right-clickig its ico i the system tray ad choosig Exit. Make sure that you exit the Device Moitor ad that you do ot just miimize it. 4. Remove the Device Moitor from the Startup Group by right-clickig the Start butto ad choosig Explore or Start > Ope All Users. To esure that o TeleVatage Device Moitor shortcut exists, i Widows Explorer, browse to All Users\Start Meu\Programs\Startup, ad the delete the shortcut. Remove the TeleVatage Cliet, Cotact Maager Assistat, ad all other TeleVatage compoet shortcuts from the Startup Group as well. 5. Tur off auto-start for the TeleVatage Server by clickig Start > Settigs > Cotrol Pael > Services.SelectTeleVatage Service,ad the click Startup > Maual. 6-8 INSTALLING TELEVANTAGE

71 Uistallig the Dialogic drivers If you are upgradig from TeleVatage 3.0 or earlier, you must uistall the old Dialogic drivers. You do ot eed to uistall the old drivers if you are upgradig from TeleVatage 3.5 To uistall the Dialogic drivers 1. Stop the Dialogic drivers by clickig Start > Programs > Dialogic System Software. If you are upgradig from TeleVatage 3.0: Click Dialogic Cofiguratio Maager - DCM. Click OK at the DCM warig message. I DCM, choose Service > Stop Service. Click OK whe the service has stopped, ad the exit DCM. If you are upgradig from TeleVatage 2.1: Click Set Dialogic Service Start Up Mode. Click Maual, ad the click Stop Now. Click OK whe service has stopped. 2. Click Start > Programs > Dialogic System Software > Uistall. Click Yes or OK at the cofirmatio messages. 3. If the Remove Shared File dialog box opes, click Yes to All, adthe cofirm your choice. 4. Click OK whe all files have bee removed. 5. Whe you are prompted to restart your computer, do so. 6. Log o agai to Widows NT or 2000 as the same admiistrator as you logged o as whe you backed up the database ad voice files. 7. Search for the followig directories, ad if you fid oe or both of them, delete them. C:\DLGCDEV C:\Program Files\Dialogic 8. If you are upgradig from TeleVatage 2.1 or earlier, remove the Streams eviromet. Doig this will improve performace. To remove the Streams eviromet, click Start > Settigs > Cotrol Pael, ad the double-click Network. Click the Protocols tab, select Streams Eviromet, ad the click Remove. Restart your computer whe prompted to do so. CHAPTER 6. UPGRADING OR INSTALLING TELEVANTAGE 6-9

72 Upgrade checklist If you are upgradig TeleVatage from ay previous versio, you must perform the steps listed i the followig table i the order specified. This list is oly a overview of the steps you must perform later chapters i this maual preset detailed istructios for each step. Step Descriptio If you pla to upgrade your Dialogic hardware, do so before you upgrade the Dialogic drivers. Istall ad cofigure the database server. This step is ot required whe upgradig from TeleVatage 3.5. Upgrade the TeleVatage Server, TeleVatage Admiistrator, ad liceses. 4 Upgrade the TeleVatage workstatio applicatios. 5 Upgrade the TeleVatage Web Services to support the TeleVatage Web Cliet. You must have valid Server, truk, ad statio liceses ad verificatio keys i order to complete the upgrade. IP port, Cliet, ad Call Ceter Aget liceses are optioal, ad are oly required if you wat to use these compoets. Startig the upgrade To begi the upgrade to TeleVatage 4.0, do oe of the followig: If you are upgradig ad istallig ew Dialogic hardware o the TeleVatage Server, go to Chapter 8, Istallig Dialogic Hardware ad Software. If you are leavig your TeleVatage Server itact, go to Chapter 9, Istallig The TeleVatage Database Server. If you are upgradig from TeleVatage 3.0 or earlier ad usig your existig Dialogic hardware but chagig your TeleVatage Server, go to Chapter 10, Istallig the TeleVatage Server INSTALLING TELEVANTAGE

73 Istallig a TeleVatage system for the first time Read this sectio carefully if you are istallig a ew TeleVatage system. What you must kow before istallig For a smooth first-time istallatio, gather the followig iformatio before you begi: Network eviromet type. Is your Microsoft etwork a domai or workgroup eviromet? If you are i a domai eviromet, you must kow the ame of the domai ad the ame ad password of a domai user with admiistrator privileges o the computer o which the TeleVatage Server will be istalled. See Network requiremets o page 3-9 for more iformatio. If you are i a workgroup eviromet, you do ot eed to kow this iformatio. The IP address of the TeleVatage Server computer. Do you use static or dyamic IP addressig? If you use static IP addressig, you must kow the IP address of the Server computer, your Subet Mask, ad the IP address of your default gateway to properly cofigure the TeleVatage Server o a etwork. If you use dyamic IP addressig, you do ot eed to kow this iformatio. Your TeleVatage liceses. You must have a valid Server licese to start the TeleVatage Server. Truk, statio, IP port, Cliet, ad Call Ceter Aget liceses are optioal, ad are oly required if you wat to use these compoets. CHAPTER 6. UPGRADING OR INSTALLING TELEVANTAGE 6-11

74 Istallatio checklist If you are istallig TeleVatage for the first time, you must perform the steps listed i the followig table i the order specified. This list is oly a overview of the steps you must perform. The remaiig chapters i this maual preset detailed istructios for each step. Step 1 Descriptio Verify that the computers you pla to use for the TeleVatage Server ad to ru the TeleVatage workstatio applicatios ad TeleVatage Web Services meet the requiremets described i Chapter 3. 2 Istall ad cofigure the Widows Server. 3 Istall ad cofigure Dialogic hardware ad software. 4 Istall ad cofigure the database server. 5 Istall the TeleVatage Server, TeleVatage Admiistrator, ad liceses. 6 Istall the TeleVatage workstatio applicatios. 7 Istall the TeleVatage Web Services to support the TeleVatage Web Cliet. Startig the first-time istallatio To begi istallig TeleVatage for the first time, go to Chapter 7, Istallig ad Cofigurig the Widows Server. Read the Itroductio i Chapter 7 ad follow the steps as directed. The Itroductio also addresses site-specific istallatio cosideratios, such as the versios of operatig system or other system compoets already preset o your computer INSTALLING TELEVANTAGE

75 CHAPTER 7 CHAPTER 7 INSTALLING AND CONFIGURING THE WINDOWS SERVER CHAPTER CONTENTS Itroductio Istallig ad cofigurig Widows NT 4.0 Server Istallig ad cofigurig Widows 2000 Server Wheretogoext

76 Itroductio Before you istall TeleVatage compoets, you or your system admiistrator must istall ad cofigure oe of the followig Widows operatig systems o the TeleVatage Server computer: Widows NT 4.0 Server Widows 2000 Server Throughout this maual, the term Widows Server is used to refer to either Widows NT Server or Widows 2000 Server. Note: TeleVatage requires a full versio of Widows Server. Do ot istall a Not for Resale (NFR) versio or a Microsoft Developer s Network (MSDN) copy. If you are upgradig from a previous versio of TeleVatage, go to Chapter 8. Otherwise, cotiue readig this chapter. Perform these steps Use the followig checklist as you istall the TeleVatage Server. Istall ad cofigure Widows Server. Cofigure Widows Server for TeleVatage. Create the Widows Server user for TeleVatage. Widows NT 4.0 Server: Istall Widows NT Service Pack 6. Note: Eve if Widows NT 4.0 Server or Widows 2000 Server is already istalled o your computer, you must perform the last two steps i the list to esure that your system is set up correctly for use by TeleVatage. To istall ad cofigure Widows NT 4.0 Server, go to page 7-3. To istall ad cofigure Widows 2000 Server, go to page INSTALLING TELEVANTAGE

77 Istallig ad cofigurig Widows NT 4.0 Server Istall Widows NT 4.0 Server o a clea computer accordig to the istructios that came with the software. Whe the computer restarts at the ed of the disk-based portio of the istallatio, you are ready to perform the followig tasks: Cofigurig the Widows NT 4.0 Server Creatig a Server user Istallig Service Pack 6 Go to the ext sectio. Cofigurig Widows NT 4.0 Server for TeleVatage Use the iformatio i the followig table to cofigure Widows NT 4.0 Server for use with TeleVatage. Dialog Box Name Licesig Modes TeleVatage Requiremet If each TeleVatage cliet computer already has a Widows NT Server per-seat licese to coect to other Widows NT Servers, you do ot eed additioal Widows NT Server liceses. If the TeleVatage Cliet uses cocurret liceses, you must estimate the umber of Cliets that will play voice messages ad custom recordigs over the speakers cocurretly to determie how may cocurret liceses you eed. Playig voice files over the telephoe does ot use the etwork, so you do ot eed to allocate liceses for this purpose. Computer Name Select Compoets Eter the etwork ame for the TeleVatage Server. Use the ame TeleVatage to make the Server easily idetifiable. If you wat to eable TeleVatage otificatio of voice mail messages, istall the Widows Messagig compoet. TeleVatage does ot require ay of the other compoets listed i this dialog box. You ca deselect uecessary items to save disk space. See Cofigurig otificatio support o page CHAPTER 7. INSTALLING AND CONFIGURING THE WINDOWS SERVER 7-3

78 Dialog Box Name Widows NT Setup Server Setup - IIS Istallatio Server Setup - Protocol TCP/IP Setup Prompt Select Domai-based etwork or Workgroup-based etwork. To determie whether your TeleVatage system requires a etwork, see Network requiremets o page 3-9. Deselect the Microsoft Iteret Iformatio Server (IIS) checkbox.televatage Web Services requires Microsoft Iteret Iformatio Server (IIS), but you must istall IIS from the Widows NT Optio Pack. See Web Services computer requiremets o page 3-13 for more iformatio. Specify the etwork protocols used by Widows NT. For the TeleVatage Server: TeleVatage Requiremet Verify that TCP/IP Protocol is selected. Deselect the IPX/SPX checkbox uless your etwork eeds it. Select ay additioal protocols required by your etwork. Whe prompted to use Dyamic Host Cofiguratio Protocol (DHCP), you ca choose either Yes or No.TeleVatage ca ru with or without DHCP with most types of Dialogic boards. However, ote the followig: If a IPLik Aalog board (DM/IP040-LSI) is istalled o the Server, choose No. The Server must use a static IP address, ot DHCP, because this board uses the etwork card of the Server. If ay of the other IPLik boards (DM/IP0821A-T1, DM/IP0821A-E1, DM/IP2431A-T1, or DM/IP3031A-E1) are istalled o the Server, you ca choose Yes or No for DHCP depedig o how your etwork is cofigured. Each of these boards has its ow etwork card. The IP address assiged to them must be static. 7-4 INSTALLING TELEVANTAGE

79 Dialog Box Name TCP/IP Properties - WINS Address tab TeleVatage Requiremet The WINS Address is ot a TeleVatage issue uless your site is usig routed NetBEUI with a tuelig protocol. I ormal etworks, the NetBEUI-to-TCP/IP ame resolutio is accomplished through the broadcast protocols built ito Microsoft TCP/IP. Go to the ext sectio. Creatig the Widows NT 4.0 Server user for TeleVatage After istallig ad cofigurig the Widows NT 4.0 Server, you must create the Widows NT 4.0 Server user that will istall ad ru TeleVatage. Depedig o your eviromet, do oe of the followig: If you are ot i a domai eviromet, go to the ext sectio. If you are i a domai eviromet, go to If you are i a Widows NT domai eviromet usig Microsoft Exchage o page 7-6. If you are ot i a Widows NT domai eviromet usig Microsoft Exchage If you are ot i a domai eviromet, you ca create a ew user with admiistrator privileges o the local system, or you ca log o yourself as the TeleVatage system admiistrator. To create a ew user with admiistrator privileges 1. Log o to your TeleVatage Server computer as a admiistrator user. 2. Click Start > Programs > Admiistrative Tools > User Maager for Domais. 3. Click User > New User. 4. Eter properties for the ew user ad make a ote of the user ame you eter. 5. Click the Groups butto ad verify that the user is a member of the Admiistrators Group. If the user is ot a member, select Admiistrators Group i the Not member of list ad click Add. 6. Click OK to close the dialog box. 7. Click Add to add the ew user. Do ot exit User Maager for Domais. CHAPTER 7. INSTALLING AND CONFIGURING THE WINDOWS SERVER 7-5

80 To add required rights for the ew user 1. Click Policies > User Rights. 2. Select the Show Advaced User Rights checkbox. 3. Select Log o as a batch job from the Right drop-dow list. 4. Click Add > Show Users. 5. Select the ew user ad click Add. 6. Click OK to close the AddUsersadGroupsdialog box. 7. Click OK to close the User Rights Policy dialog box. 8. Exit User Maager for Domais. 9. Log off ad log o agai as the ew user. Whe you are doe, go to Istallig Widows NT Service Pack 6 o page 7-8. If you are i a Widows NT domai eviromet usig Microsoft Exchage If you are i a domai eviromet i which you will use Microsoft Exchage with TeleVatage for otificatio or sychroizatio, you must create a domai user so that TeleVatage ca commuicate with Exchage. The domai user must be a member of the Domai Users Group, which is the default group for a ew domai user. To create a domai user that is a member of the Domai Users Group 1. Log o to your Widows NT primary domai cotroller (PDC) computer as a domai admiistrator user. 2. Click Start > Programs > Admiistrative Tools > User Maager for Domais. 3. Click User > New User. 4. Eter properties for the ew user ad make a ote of the user ame you eter. For iformatio about idividual properties, see your Widows NT documetatio. 5. Click Groups ad verify that the user is a member of the Domai Users Group. If the user is ot a member, select Domai Users Group i the Not member of list ad click Add. 6. Click OK to close the Group Memberships dialog box. 7. Click Add to add the ew user. 8. Log off. 7-6 INSTALLING TELEVANTAGE

81 To add the ew user to the local Admiistrator group 1. Log o to the TeleVatage Server computer as a member of the Domai Admiistrators group. 2. Click Start > Programs > Admiistrative Tools > User Maager for Domais. 3. Double-click the Admiistrators group uder Groups at the bottom of the dialog box. 4. Click Add ad make sure your domai is selected i the List Names From drop-dow list. 5. Select the ew user. 6. Click Add ad the OK to close the Add Users ad Groups dialog box. 7. Click OK to close the Local Group Properties dialog box. Do ot exit User Maager for Domais. To add required rights for the ew user 1. Click Policies > User Rights. 2. Select the Show Advaced User Rights checkbox. 3. Select Log o as a batch job from the Right drop-dow list. 4. Click Add > Show Users. 5. Select the ew user ad click Add. 6. Click OK to close the AddUsersadGroupsdialog box. 7. Click OK to close the User Rights Policy dialog box. 8. Exit User Maager for Domais. 9. Log off ad log o as the ew user. Whe you are doe, go to Istallig Widows NT Service Pack 6 o page 7-8. CHAPTER 7. INSTALLING AND CONFIGURING THE WINDOWS SERVER 7-7

82 Istallig Widows NT Service Pack 6 To determie if you must istall Widows NT Service Pack 6, do either of the followig: Try to istall the TeleVatage Server from \server\etsetup\tsp\tsp.exe o the TeleVatage CD. The TeleVatage Server Istaller automatically checks your computer to see if Service Pack 5 or later is istalled. Maually check the versio of your existig Service Pack by clickig Start > Programs > Admiistrative Tools (Commo) > Widows NT Diagostics ad lookig o the Versio tab. If Service Pack 5 or later is istalled o your computer, go to Chapter 8 ow. Otherwise, the TeleVatage Server Istaller prompts you to istall Service Pack 6. If the Istaller prompts you to replace existig drivers o your computer with Widows drivers, use your best judgemet TeleVatage does ot require that you replace ay of your existig drivers. If you istall Service Pack 6 o your computer, click Restart to restart the computer, ad the go to Chapter 8. Istallig ad cofigurig Widows 2000 Server Istall Widows 2000 Server o a clea computer accordig to the istructios that came with the software. Whe you are doe, you are ready to perform the followig tasks: Cofigurig the Widows 2000 Server Creatig a Server user Go to Cofigurig Widows 2000 Server for TeleVatage o page INSTALLING TELEVANTAGE

83 Cofigurig Widows 2000 Server for TeleVatage Use the iformatio i the followig table to cofigure Widows 2000 Server for use with TeleVatage. Dialog Box Name Licesig Modes TeleVatage Requiremet If each TeleVatage Cliet computer already has a Widows 2000 Server per-seat licese to coect to other Widows 2000 Servers, you do ot eed ay more liceses. If the TeleVatage Cliet uses cocurret liceses, you must estimate the umber of Cliets that will play voice messages ad custom recordigs over the speakers cocurretly to determie how may cocurret liceses you eed. Playig voice files over the telephoe does ot use the etwork, so you do ot eed to allocate liceses for this purpose. Computer Name ad Admiistrator Password WorkGroup or Computer Domai Eter the etwork ame for the TeleVatage Server. Use the ame TeleVatage to make the Server easily idetifiable. Select Domai-based etwork or Workgroup-based etwork.to determie whether your TeleVatage system requires a etwork, see Network requiremets o page 3-9. Go to the ext sectio. Creatig the Widows 2000 Server user for TeleVatage After istallig ad cofigurig the Widows 2000 Server, you must create the Widows 2000 Server user that will istall ad ru TeleVatage. Depedig o your eviromet, do oe of the followig: If you are ot i a domai eviromet, go to If you are ot i a Widows 2000 domai eviromet usig Microsoft Exchage o page If you are i a domai eviromet, go to If you are i a Widows 2000 domai eviromet usig Microsoft Exchage o page CHAPTER 7. INSTALLING AND CONFIGURING THE WINDOWS SERVER 7-9

84 If you are ot i a Widows 2000 domai eviromet usig Microsoft Exchage If you are ot i a domai eviromet, you ca create a ew user with admiistrator privileges o the local system, or you ca log o yourself as the TeleVatage system admiistrator. To create a ew user with admiistrator privileges 1. Log o to the TeleVatage Server computer as the local admiistrator user. 2. Click Start > Programs > Admiistrative Tools > Computer Maagemet. 3. Select System Tools > Local Users ad Groups > Users. 4. Click Actio > New User. 5. Eter properties for the ew user ad make a ote of the user ame you eter. 6. Click Create to create the ew user. Close the dialog box but do ot exit Computer Maagemet. 7. Select System Tools > Local Users ad Groups > Groups. 8. Select the Admiistrators group. 9. Click Add. 10. Make sure the local computer is selected i the Look i drop-dow list. 11. Select the ew user ad click Add. 12. Click OK to close the Select Users or Groups dialog box. 13. Click OK to close the Admiistrator Properties dialog box. 14. Exit Computer Maagemet. To add required rights for the ew user 1. Click Start > Programs > Admiistrative Tools > Local Security Policy. 2. Select Security Settigs > Local Policies > User Rights Assigmet. 3. Select Log o as a batch job. 4. Click Actio > Security ad click Add. 5. Make sure the local computer is selected i the Look i drop-dow list. 6. Select the ew user ad click Add. 7. Click OK to close the Select Users or Groups dialog box INSTALLING TELEVANTAGE

85 8. Click OK to close the Local Security Policy Settig dialog box. 9. Exit Local Security Settigs. Whe you are doe, go to Chapter 8, Istallig Dialogic Hardware ad Software. If you are i a Widows 2000 domai eviromet usig Microsoft Exchage If you are i a domai eviromet i which you will use Microsoft Exchage with TeleVatage for otificatio or sychroizatio, you must create a domai user so that TeleVatage ca commuicate with Exchage. The domai user must be a member of the Domai Users Group, which is the default group for a ew domai user. To create a domai user that is a member of the Domai Users Group 1. Log o to your Widows 2000 PDC computer as a domai admiistrator user. 2. Click Start > Programs > Admiistrative Tools > Active Directory Users ad Computers. 3. I the cosole tree, double-click the domai ode. 4. I the details pae, right-click the orgaizatioal uit to which you wat to add the user, poit to New, ad the click User. 5. Eter properties for the ew user ad make a ote of the user ame you eter. For iformatio about idividual properties, see your Widows 2000 documetatio. 6. Click Add to add the ew user. 7. Log off. To add the ew user to the local Admiistrator group 1. Log o to your TeleVatage Server computer as a member of the Domai Admiistrators group. 2. Click Start > Programs > Admiistrative Tools > Computer Maagemet. 3. Select System Tools > Local Users ad Groups > Groups. 4. Select the Admiistrators group. 5. Click Actio > Add to Group ad click Add. 6. Make sure the local computer is selected i the Look i drop-dow list. 7. Select the ew user ad click Add. CHAPTER 7. INSTALLING AND CONFIGURING THE WINDOWS SERVER 7-11

86 8. Click OK to close the Select Users or Groups dialog box. 9. Click OK to close the Admiistrator Properties dialog box. 10. Exit Computer Maagemet. To add required rights for the ew user 1. Click Start > Programs > Admiistrative Tools > Local Security Policy. 2. Select Security Settigs > Local Policies > User Rights Assigmet. 3. Select Log o as a batch job. 4. Click Actio > Security ad click Add. 5. Make sure the local computer is selected i the Look i drop-dow list. 6. Select the ew user ad click Add. 7. Click OK to close the Select Users or Groups dialog box. 8. Click OK to close the Local Security Policy Settig dialog box. 9. Exit Local Security Settigs. Whe you are doe, go to Chapter 8, Istallig Dialogic Hardware ad Software. Where to go ext Whe you have istalled ad cofigured Widows NT 4.0 Server or Widows 2000 Server, go to Chapter INSTALLING TELEVANTAGE

87 CHAPTER 8 CHAPTER 8 INSTALLING DIALOGIC HARDWARE AND SOFTWARE CHAPTER CONTENTS Itroductio Selectig Dialogic boards Usig the Dialogic Cofiguratio Maager IstalligDialogichardware IstalligtheDialogicdrivers Istallig the Dialogic Driver Updates CofigurigtheDialogicdrivers CofigurigtheDialogicdrivers CofigurigaISDNlie Cofigurig a T1 lie with the Robbed Bit T1 Experimeter Wheretogoext

88 Itroductio TeleVatage rus o Dialogic voice boards that coect your truk lies ad phoes to your computer system. The Dialogic boards must be istalled i the computer that will ru the TeleVatage Server. Perform these steps Use the followig checklist as you istall Dialogic hardware ad software. Istall the Dialogic hardware. Istall the Dialogic drivers. For Robbed Bit T1 lies: Cofigure your T1 lie usig the Robbed Bit T1 Experimeter.stall the Dialogic Driver Updates. For CTbus boards: Troubleshoot a mixed CTbus board system if ecessary. If you experiece problems with the Dialogic hardware or software after followig the istructios i this chapter, see Troubleshootig Dialogic problems opaged-3. Selectig Dialogic boards You will eed at least two Dialogic boards to ru a TeleVatage system. Iteral telephoes coect to the statio board, ad truk lies from the phoe compay coect to the truk board. Large systems will probably require more tha two boards. To determie which Dialogic boards you eed, ad if there is ay additioal hardware required, see Dialogic hardware requiremets o page 3-5. TeleVatage supports ay combiatio of truk boards up to 96 truks, ad as may statio boards as eeded up to 264 statios. Usig extra voice resources The followig boards require extra voice resources whe they are used with TeleVatage: The D/41ESC board Ay BRI board Ay E1 board whe used with the CAS protocol For guidelies o determiig how may voice resources your system eeds, ad for istructios o how to istall more voice resources, see Appedix A, Voice Resource Usage i TeleVatage. 8-2 INSTALLING TELEVANTAGE

89 Usig the Dialogic Cofiguratio Maager The Dialogic Cofiguratio Maager (DCM) is used to perform may of the tasks i this chapter. To use the Dialogic Cofiguratio Maager 1. Click Start > Programs > Dialogic System Software > Dialogic Cofiguratio Maager - DCM. 2. To start the Dialogic drivers, choose Service > Start Service, or click the gree butto o the toolbar. 3. To stop the Dialogic drivers, choose Service > Stop Service, or click the red Stop butto o the toolbar. Istallig Dialogic hardware Static warig This sectio provides istructios for istallig Dialogic voice boards ad their associated hardware. Be sure to read ad follow the Static Warig before proceedig. Hadle all computer boards ad compoets at a static-safeguarded work area, as described i this chapter. The work area must have a static-dissipative wrist strap coected to a grouded, static-dissipative mat or table surface upo which you place the computer ad static-sesitive compoets. The followig additioal safeguards will help prevet static damage durig istallatio: Keep the boards i their plastic ati-static shippig cotaiers util you are ready to istall them. Arrage the computer, all tools, documetatio, ad hardware so that you ca reach them without movig your feet. Doig this reduces the risk of pickig up static charges from the floor. Attach a static-dissipative wrist strap to a electrical groud or to the computer chassis ad to your wrist before removig the Dialogic boards from their ati-static shippig cotaiers. Always hadle the boards by their edges or by the metal brackets. Always place the Dialogic boards iside the ati-static shippig cotaiers whe the boards are ot beig hadled. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-3

90 To istall the Dialogic hardware 1. Set the Board IDs as follows: Each Dialogic board i your system must have a uique Board ID, which you set usig a physical switch o the boards. Board IDs allow the system to uiquely idetify the devices o each Dialogic board. For example, if you have two D/80SC-4LS boards i your system, the Board IDs provide a way for the system to distiguish betwee the truk lies o each board. Because the Board IDs are physical switches o the boards, it is easiest to set the IDs for all boards before istallig them i the computer. Importat: If you are istallig T1, E1, or BRI boards o the same computer as aalog boards, set the aalog Board IDs to the lower umbers. For example, set a D/80SC-4LS board to 0, ad set a D/240SC-T1 board to 1. To set the Board IDs, use the switch o the side of the boards that looks like this: Some boards let you select oe of 16 Board IDs. To set the Board ID, dial the SW100 rotary switch to oe of the sixtee settigs from 0-F. The MSI-GBL board lets you select oe of 32 Board IDs. To set Board IDs0-15,settheSW2toOFFaddialtheSW1rotaryswitchtooeof the sixtee settigs from 0-F. To set Board IDs 16-31, set SW2 to ON ad dial the SW1 rotary switch to oe of the sixtee settigs from 0-F. 2. Istall the Dialogic boards i the computer as follows: 5010 To reduce the risk of electric shock, switch off the power ad remove power cords before opeig the computer case. Isert the board's edge coector ito the bus slot. The boards fit tightly. Isert the frot portio of the board first. The otch o the other ed makes isertio easier. Apply pressure oly to the top edge of the board, ad getly rock the board forward ad backward to seat the edge coector ito the slot. 8-4 INSTALLING TELEVANTAGE

91 3. Iteret telephoy boards: If you are usig a DM3 IPLik voice board without a built-i etwork iterface, you must ow istall a third-party Network Iterface Card (NIC) i your computer ad coect it to your etwork, if you have ot already doe so. Refer to the documetatio for your NIC for istructios. 4. If your system uses both SCbus ad CTbus (H.100) boards, attach the SCbus-CTbus adapter to the CTbus board that is closest to the SCbus boards (see the ext figure). The adapter icluded with H.100 coector boards serves to coect the CTbus boards to your other Dialogic boards by meas of the SCbus (ribbo) cable. SCbus Cable CTbus/SCbus Adapter D/xxx Board CTbus Cable Colored Stripe D/xxx-PCI Board ISA Slots Attach the SCbus (ribbo) cable to the boards, ad a CTbus (ribbo) cable if ecessary as follows: PCI Slots Attach the ed coector of the ribbo cable to the SCbus coector o the top edge of the first board. The coector fits oly oe way. Match up the otches o the coectors for proper isertio. Attach the ribbo cable to each board's SCbus coector util all SCbus boards are coected by the cable. If your system also has CTbus boards, attach the SCbus cable to the SCbus-CTbus adapter o the first CTbus board. If you have CTbus boards, attach the CTbus cable to the CTbus coectors o all your CTbus boards. If either ribbo cable has uused coectors i the middle or at the ed, tuck the cable dow so that it does ot sag whe you replace the computer cover. After istallig ad coectig all the boards, replace the computer cover ad power cords. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-5

92 6. Coect the voice boards to truk lies accordig to the type of phoe service you use, as follows: Normal aalog truks. Usig the 37-pi LSI cable, attach the coector o the rear of the aalog voice board to the BCP coectio pael port labeled A) LS 1-8. Oly the correct cable will fit. If you are istallig two D/80SC-4LS boards, coect the secod board to the port labeled B) LS 4-8. Note: To avoid damagig the MSI/GBL board, do ot plug truk lies from the telephoe compay ito Statio Lie jacks S1-S24 o the BCP coectio pael. Usig phoe cable, coect the aalog loop-start truk lies from the telephoe compay to the RJ-11 jacks labeled Outside Lies (Truks) o the BCP coectio pael. Use jacks T1-T4 for 4 lies adjackst1-t8for8lies. The first truk lie i your icomig hut group must be attached to T1, the secod to T2, ad so o i order to miimize coflicts betwee icomig ad outgoig calls. Note: If you istall a D/41ESC board, you must eable software toe geeratio i the Admiistrator. See Admiisterig TeleVatage for istructios. Aalog DID truks. Usig the 37-pi LSI cable, attach the coector o the rear of the aalog voice board to the BCP coectio pael port labeled A) LS 1-8. Oly the correct cable will fit. If you are istallig two D/80SC-4LS boards, coect the secod board to the port labeled B) LS 4-8. Usig phoe cable, coect the truks from the telephoe compay to the DID iterface uit, ad the coect the DID iterface uit to the RJ-11 jacks labeled Outside Lies (Truks) o the BCP coectio pael. Use jacks T1-T4 for 4 lies ad jacks T1-T8 for 8 lies. Coectig the DID Iterface Uit Coect the DID Iterface Uit as follows: Plug a DID truk from your phoe compay ito the leftmost socket of the three-hole coector. Plug the TeleVatage truk from the BCP coectio pael ito the middle socket of the three-hole coector. 8-6 INSTALLING TELEVANTAGE

93 If you will be usig this truk for both iboud ad outboud calls, ad you have a DID Iterface Uit that supports it, plug a regular aalog truk ot a DID truk ito the rightmost socket of the three-hole coector. See the ext sectio for details. Plug the DID Iterface Uit ito a Wall power socket usig its power coector. Refer to the documetatio that came with your DID Iterface Uit for more iformatio. DID Iterface Uit Iboud oly DID truk from CO Truk to BCP pael Power supply Wall power socket No-DID truk from CO (oly required for outboud use) Makig outboud calls o aalog DID truks Normally, aalog DID truks hadle iboud calls oly. However, certai DID iterface uits allow you to circumvet this limitatio ad make outboud calls. These DID iterface uits coect oe TeleVatage truk to both a DID truk ad a o-did truk. Outboud calls are routed o the o-did truk. I this way, you ca cofigure the TeleVatage truk for both iboud ad outboud calls. Note that with this cofiguratio, a call o either truk the DID truk or the regular aalog truk results i the TeleVatage truk beig busy. Addig outboud capability icreases traffic o the lie. It also icreases the chace that icomig DID calls will be blocked. If you thik you will be receivig may DID calls, you might wat to leave your DID truks as iboud-oly. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-7

94 Note: ForT1ISDNorE1ISDNtruks,ifyoudoothaveaNTU available, you ca use a stadard CSU that hadles Exteded Superframe (ESF) istead. Robbed Bit T1 truks. Coect the truk lies from the telephoe compay to the Chael Switchig Uit (CSU). Usig phoe cable, coect the CSU directly ito the Dialogic D/240SC-T1 or D/480SC-2T1 voice board. T1 ISDN truks. Coect the truk lies from the telephoe compay to the Network Termiatio Uit (NTU). Coect the NTU directly ito the Dialogic D/240SC-T1 or D/480SC-2T1 voice board. E1 ISDN truks. Coect the truk lies from the telephoe compay with the NTU. Usig phoe cable, coect the NTU directly ito the Dialogic D/300SC-E1 or D/600SC-2E1 voice board. E1 CAS truks. Coect the E1 lies from your local phoe compay directly ito the Dialogic D/300SC-E1 or D/600SC-2E1 voice board. BRI ISDN truks with BRI/80SC or BRI/160SC boards. Dialogic BRI/80SC or BRI/160SC board i TeleVatage Server Lie from CO Custom shielded RJ-45 cable (see Dialogic Quick Istall card) Dialogic SCSI-3 BRI breakout box cable Network termial adapter (NT1) Dialogic Shielded Breakout Box Coect the lies as follows: Coect the truk lies from the telephoe compay to the Network termial adapter (NT1). 8-8 INSTALLING TELEVANTAGE

95 Coect the NT1 to the Dialogic Shielded Breakout Box (part umber ). For this coectio, use a custom shielded RJ-45 cable with the followig specificatios: pis 3ad4crossed,pis5ad6crossed,adpis1,2,7,ad8 wired straight through. See the Quick Istall card icluded with your BRI board for details. Coect the Dialogic Shielded Breakout Box to the Dialogic BRI/80SC or BRI/160SC voice board. For this coectio, use a Dialogic SCSI-3 BRI breakout box cable (part umber ). BRI ISDN truks with BRI/2VFD boards. Coect the truk lies from the telephoe compay directly to the Dialogic BRI/2VFD board usig a stadard shielded RJ-45 cable. Iteret telephoy truks. Do ot plug phoe lies directly ito your DM3 IPLik voice board. TeleVatage supports Iteret coectios over a etwork iterface oly. If your DM3 IPLik voice board has a built-i Network Iterface Card (NIC), coect that card to your office etwork usig a stadard etwork cable. If your DM3 IPLik voice board does ot have a built-i etwork card, isert the card. The Dialogic software will use your primary etwork coectio. 7. Coect your phoes to the MSI board. Aalog systems. Usig the 50-pi MSI cable, attach the coector o the rear of the MSI/GBL board to the BCP coectio pael port labeled MSI Board. Oly the correct cable will fit. Usig 2- or 4-wire phoe cable, coect your phoes to the RJ-11 jacks labeled Statio Lies o the BCP coectio pael. Use jacks S1-S8 for 8 statios, S1-S16 for 16 statios, or S1-S24 for 24 statios. Assig your Operator to statio S1 ad other people who ca hadle a large volume of calls to statios S2-S4. If you ru TeleVatage i Watchdog mode, i the evet of a power failure, truks T1-T4 will be routed directly to statios S1-S4. T1, E1, or Iteret systems. Usig 2- or 4-wire phoe cable, coect your phoes directly to the MSI/GBL board. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-9

96 8. Aalog systems: Coect the power supply as follows: The exteral -24 Vdc power supply is ecessary for full availability of all truks ad statios o the BCP coectio pael. The power supply also provides rig voltage ad loop curret to the statios. If you ru TeleVatage i Watchdog mode, truks T1-T4 will be routed directly to statios S1-S4 i the evet of a power failure. See Watchdog mode o page 2-3 for more iformatio. With the joied ed of a y-cable coected to the power supply, do the followig: Attach oe brach to the DC power plug o the rear of the MSI-GBL board. Attach the other brach to the plug labeled Power Supply o the BCP coectio pael. Note: For the BCP coectio pael to get power, both the BCP coectio pael ad the computer to which the MSI/GBL board is attached must be powered o. A older cofiguratio requires that you use the MSI board power cable to coect the DC power plug to the matchig power plug labeled MSI Board Power o the BCP coectio pael. A separate cord coects the DC power plug o the power supply to the matchig power plug labeled Power Supply o the BCP coectio pael. 9. Aalog systems: Watchdog mode provides for cotiued, limited telephoe fuctio i the evet of a power failure or system crash INSTALLING TELEVANTAGE

97 TeleVatage is desiged to use the BCP coectio pael i Watchdog mode. See Watchdog mode o page 2-3 for more iformatio. SCBus Cable MSI-GBL Board (ID=1) Telephoe Sets Ito Statio LIes S1~S24 Mode of Operatio Normal Failure Bypass: O power or Watchdog sigal failure, statio lies S1~S4 automatically coect to truk Watchdog To Telephoe Network (Cetral Office) D/16DSC-BLS Board (ID=0) COM Port Watchdog Sigal MSI Board S1~4 S5~8 RS-232 Dialogic BCP Coectio Pael Aalog Truk LIes ito Outside LIes T1~T8 MSI Board Power Cable Watchdog Sigal Type OFF ON TXD RTS DTR 5009A Power Supply (-24VDC) Set the BCP coectio pael to Watchdog mode as follows: Use the slide switch o the top of the BCP coectio pael to set the Mode of Operatio to Watchdog mode (see the previous figure). Coect a serial cable from the COM port o the computer to the RS-232 Watchdog Sigal port o the BCP coectio pael. The cable trasmits a periodic watchdog sigal from TeleVatage to the BCP coectio pael that lets the system determie if there has bee a power failure or a system crash. Set at least oe of the Watchdog Sigal Type switches o the BCP coectio pael to the O positio. More tha oe of the switches ca be o without harm. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-11

98 Istallig the Dialogic drivers You must istall both the Dialogic DNA 3.3 drivers ad the Dialogic Driver Updates. Dialogic driver update istallatio also automatically istalls the Dialogic Driver Service Pack if it is ot detected. Importat: The Dialogic DNA 3.3 Drivers ad Dialogic Driver Updates setup programs have bee customized for TeleVatage 4.0, ad you must use these programs from the TeleVatage CD. If you use Dialogic setup programs from aother source, the drivers will ot work correctly with TeleVatage 4.0. Note the followig special cases: Usig o-eglish versios of Widows Server. If you are usig a o-eglish versio of Widows Server, create the directory C:\Program Files before istallig the Dialogic drivers. Doig this prevets Dialogic error messages durig the istallatio. Usig Dialogic PCI boards i Widows NT or 2000 systems. Widows NT or 2000 systems detect but do ot recogize Dialogic PCI boards. As a result, whe you restart a Server i which you have istalled Dialogic PCI boards, the Dialogic Device Maager detects the boards ad starts the Foud New Hardware wizard. The wizard prompts you to istall drivers for the ukow PCI device. Importat: Do ot uder ay circumstaces use the Welcome to the Foud New Hardware wizard to istall drivers for Dialogic boards. Click Cacel to close the wizard. Uistallig the old drivers To elimiate this behavior, perform the procedure described i PCI boards ot recogized at Server startup o page D-5. If you are upgradig from TeleVatage 3.0 or earlier, see Uistallig the Dialogic drivers o page 6-9. You do ot eed to uistall the old drivers if you are upgradig from TeleVatage INSTALLING TELEVANTAGE

99 IstalligtheDialogicDNA3.3drivers 1. Log o as a user with admiistrator privileges to the Widows Server o the system o which the TeleVatage Server will be istalled as a user with admiistrator privileges. 2. Stop the Dialogic drivers if they are ruig accordig to the istructios i Usig the Dialogic Cofiguratio Maager o page Isert the TeleVatage CD. The Master Setup program starts. If the Master Setup does ot start automatically, start it by ruig autoru.exe from the root directory o the TeleVatage CD. For iformatio about usig the Master Setup program, see Usig the istallatio programs o page Click Dialogic DNA 3.3 Drivers. The Dialogic System Software & SDK DNA Versio 3.3 for Widows NT istallatio begis, ad the Welcome to Dialogic Setup dialog box opes. 5. Follow the o-scree istructios. 6. I the Setup Optios dialog box, click the butto that selects the Custom Setup optio from the list of istallatio types. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-13

100 7. I the Custom Compoet Selectio dialog box: Select the checkboxes for the followig compoets, which are required by TeleVatage: Dialogic Drivers, Firmware & Cofiguratio Files DM3 If you have a E1 truk usig ay protocol or a T1 truk that uses ISDN, select the checkboxes for the followig compoets: ISDN Package GlobalCall API Package If you have a ISDN BRI truk, check BRI. Note: These are the oly compoets required by TeleVatage. If you choose to istall additioal compoets listed i this dialog box that are ot required by TeleVatage, you might eed to respod to cofirmatio messages as the istallatio progresses. Cofirmatio messages for compoets ot required by TeleVatage are ot described i this procedure. Click Next to cotiue. 8. If you checked ISDN Package ad GlobalCall API Package i step 7, the ISDN Protocol Selectio dialog box opes. Select the checkbox for the protocol used by your ISDN carrier. Cotact your carrier if you do ot kow which protocol to use. It does o harm to check extra protocols. To istall the Dialogic drivers to a directory other tha the default directory, click Browse. To check available space o other drives, click Disk Space. Click Next to cotiue. 9. If you checked GlobalCall API Package i step 7, the GlobalCall Feature Selectio dialog box opes. Select the checkboxes for the followig: Global Call ISDN ICAPI Make sure that the ANAPI checkbox is ot selected. Click Next to cotiue INSTALLING TELEVANTAGE

101 10. I the DM3 Compoet Selectio dialog box, select the checkboxes for IPLik ad IPLik Aalog, eve if you do ot have a IPLik board istalled i the system. Click Next to cotiue. 11. I the Setup Optios Summary dialog box, review the choices you have made so far. If the iformatio is correct, click Next to begi istallig the Dialogic drivers. If you wat to chage ay iformatio, click Back. After you click Next, istallatio of the drivers will take a few miutes. 12. I the Please Make Your Selectio Now dialog box, verify that the Ru Dialogic Board Cofiguratio (DCM) ad View Release Guide checkboxes are ot selected. Click Next to cotiue. If you are prompted to istall the GammaLik Fax drivers or SpeechWorks, click No.You might see some DCM status messages. If the DCM mai dialog box opes, close it. 13. I the Reboot Widows dialog box, do oe of the followig: If you have received supplemetary files from Dialogic, such as a diskette of E1 CAS protocols, click No. Istall the supplemetary files accordig to the istructios icluded with the files, or cotact Dialogic. If you have o supplemetary Dialogic files to istall, select the Yes checkbox ad the click OK to restart your computer. 14. After your computer restarts, log o as the same user you logged o as i step 1. Whe the Dialogic drivers istallatio fiishes, you are ready to cofigure the drivers. If you are ot usig the BRI/2VD Poit-to-Poit protocol, go to Istallig the Dialogic Driver Updates o page 8-16, else go to the ext sectio. Istallig the BRI/2VFD Poit-to-Poit protocol If you are usig the BRI/2VFD board with Poit-to-Poit protocol, perform the followig procedure: 1. Stop the Dialogic drivers usig Services i the Widows Cotrol Pael. 2. If the Dialogic Cofiguratio Maager is ot already ruig, start it (see Usig the Dialogic Cofiguratio Maager o page 8-3). 3. Right-click the BRI/2VFD board, ad the select Cofigure Board. 4. O the Misc tab, select the Firmware file. I the Value text box, eter Bripp.fwl. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-15

102 5. O the Telephoy Bus tab, make sure that the PCMEcodig parameter is set to ALAW. 6. Click OK to save your chages ad close the dialog box. 7. Start the Dialogic drivers. Whe you are doe, go to the ext sectio. Istallig the Dialogic Driver Updates 1. Stop the Dialogic drivers if they are ruig. accordig to the istructios i Usig the Dialogic Cofiguratio Maager o page Isert the TeleVatage CD. The Master Setup program starts. If the Master Setup does ot start automatically, start it by ruig autoru.exe from the root directory o the TeleVatage CD. For iformatio about usig the Master Setup program, see Usig the istallatio programs o page Click Dialogic Driver Updates. 4. The Dialogic DNA 3.3 Service Pack 1 Release istallatio begis. Click Next to cotiue. You ca igore a message about stoppig the drivers if you have already stopped the Dialogic System Service. 5. Click OK at the message Istallatio is complete. 6. Whe you are prompted to restart your computer, do so. Go to the ext sectio INSTALLING TELEVANTAGE

103 Cofigurig the Dialogic drivers After the Dialogic drivers ad driver updates are istalled, you must cofigure them for use with the types of truks you are usig with TeleVatage. Dialogic drivers must be cofigured correctly before you ca start the TeleVatage Server. You do ot eed to cofigure the MSI board. Importat: Cofigure protocol settigs for each board separately, as the istructios i this sectio idicate, rather tha for all boards together. Cofigurig protocols for all boards at oce ca result i boards failig to start because they receive icorrect parameters. To cofigure all types of boards 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page 8-3. The DCM mai dialog box opes ad shows all the boards that are detected o the system. Note: If you have a D/41ESC board istalled i the computer, the DCM may fail to automatically detect it. If it is ot detected, the board will ot appear i the mai dialog box. See page D-4 for more iformatio. If you do ot have a IPLik board istalled, go to step 3. If you do have a IPLik board istalled, the Assig Firmware File CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-17

104 dialog box opes. Refer to the ext table to fid the firmware file for your board, ad the select that file i the Available Firmware list. Board DM/IP0810A-T1 DM/IP2430A-T1 DM/IP0810A-E1 DM/IP3030A-E1 DM/IP2420A-T1 DM/IP3020A-E1-120 DM/IP0410-LSI Firmware file IPT1D2II.PCD IPT3D2II.PCD IPT1D2IL.PCD IPT3D2IL.PCD IPT2D3II.PCD IPT2D3IL.PCD FAV_JP.PCD 8-18 INSTALLING TELEVANTAGE

105 For the IPLik boards with built-i etwork iterfaces show i the ext table, you must choose betwee oe of two firmware files. Before selectig a firmware file for oe of these boards, be sure to read Choosig codecs for IPLik boards with built-i etwork iterfaces o page 8-26 to decide if you wat to cofigure these boards to use either all codecs or all IP ports. Board DM/IP2431A-T1 DM/IP3031A-E1 DM/IP0821A-T1 DM/IP0821A-E1 Firmware file IPTK2_T1_mc.PCD IPTK2_T1.PCD IPTK2_E1_mc.PCD IPTK2_E1.PCD IPTK1_T1_mc.PCD IPTK1_T1.PCD IPTK1_E1_mc.PCD IPTK1_E1.PCD To cofigure oe of these boards to use all codecs, select the multi-codec firmware file listed o the first lie of the table etry for the board. A multi-codec firmware file cotais mc i the fileame. To cofigure oe of these boards to use all IP ports, select the firmware file listed o the secod lie i the table etry for the board. Click OK whe you have selected a firmware file. 2. I the DCM mai dialog box, eter a free IRQ for the Dialogic boards. The Dialogic driver istallatio automatically assigs a IRQ for the boards, but i some cases its choice coflicts with a existig IRQ assigmet. You must check to see that Dialogic is usig a free IRQ, as follows: Click Cofigured Devices i the DCM mai dialog box ad the choose Actio > Cofigure Device. O the System tab, select the BLTIterrupt parameter. The Value colum displays the IRQ assiged to Dialogic. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-19

106 To verify that this is a free IRQ, click Start > Programs > Admiistrative Tools ad do oe of the followig: I Widows NT 4.0 Server, click Widows NT Diagostics,ad the click the Resources tab. I Widows 2000 Server, click Computer Maagemet > System Iformatio > Hardware Resources > IRQs. If the IRQ assiged to Dialogic is already listed, make a ote of oe that is ot assiged. Click OK to close the dialog box. If ecessary, eter a free IRQ i the Value field at the bottom of the DCM mai dialog box, ad the click OK. 3. I the DCM mai dialog box, double-click the first ISA truk or statio board if you have oe. The Properties dialog box opes. O the System tab, select the BLTIterrupt parameter INSTALLING TELEVANTAGE

107 4. Click the Value drop-dow list to ope it. Not all possible umbers will be available o your computer. The values show i this step are listed from fastest to slowest. Select the fastest value available o your computer. 0(fastest) (slowest) For example, if the Value drop-dow list cotais the values 2, 8, 13, 14,3,ad7,select2. 5. Select the ISABusWidth parameter. Select 16-bit from the Value drop-dow list. 6. Click OK to save your chages. Note: Because settigs are shared across all ISA boards, you oly eed to make these chages oce. The values you select are applied to all ISA truk ad statio boards. 7. Depedig o the types of boards i your system or your locatio, you might eed to perform oe or more of the followig additioal procedures: Cofigurig boards outside North America ad Japa o page Cofigurig aalog truk boards o page Cofigurig ISDN T1, ISDN E1, ad ISDN PRI boards o page Cofigurig E1 CAS boards o page Cofigurig T1 boards for exteded superframe service o page Cofigurig IPLik boards o page CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-21

108 Note: You do ot eed to cofigure the MSI board. Whe you have cofigured your boards ad performed ay ecessary tasks show i 7 of the previous procedure, go to Test-startig the drivers o page Cofigurig boards outside North America ad Japa If you are outside North America ad Japa, you must cofigure your Dialogic boards to use the a-law audio format, as follows: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page I the DCM mai dialog box, uder TDM Bus, right-click Bus Choose Cofigure Device. 4. Select Media Type (User Defied) from the list. 5. Uder Value, selectalaw. Do ot select Automatic. 6. Click OK. 7. If you have a IPLik board, right-click IPLik to cofigure IPLik boards, or right-click Fav to cofigure IPLik Aalog boards. 8. Select Cofigure Device. 9. O the Telephoy Bus tab, select the PCM Ecodig parameter. Select A-law from the Value drop-dow list. Do ot select Automatic. 10. Click OK. Note: Durig the TeleVatage Server istallatio, which is described i Chapter 10, you must choose your voice files format ad your coutry. For more iformatio see Admiisterig TeleVatage. Use the followig sectios to cofigure your boards INSTALLING TELEVANTAGE

109 Cofigurig aalog truk boards Cofigurig aalog truk boards cosists of chagig the Receive Gai settig for all aalog boards. This procedure elimiates the feedback that ca occur o aalog truk-to-truk calls. For each aalog truk board i your system, do the followig: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page I the DCM mai dialog box, double-click the board. The Properties dialog box opes. 3. Click the Coutry tab. 4. Select the Receive Gai parameter. 5. From the Value drop-dow list, choose RXGAIN_N1. 6. Click OK. After you have cofigured all your aalog truk boards, cofigure other types of truk boards if you have them. Whe you are doe, go to Test-startig the drivers o page Cofigurig ISDN T1, ISDN E1, ad ISDN PRI boards For each ISDN T1, ISDN E1, or ISDN PRI board i your system, set the protocol to be used, as follows: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page Double-click the board i the DCM mai dialog box. 3. Click the Iterface tab. 4. Select the board type from the list displayed. 5. Set the Value field to the appropriate protocol for the type of board, truk, ad ISDN protocol you are usig. Fid the appropriate etry from your carrier. For example, ISDN T1 boards i the Uited States are usually set to NI2. ISDN E1 boards i Europe are usually set to CTR4. For Robbed Bit T1 lies, set the Value field to Noe. 6. Click OK. For iformatio about modifyig protocols for ISDN boards, see Optimizig ISDN protocols o page B-2. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-23

110 If you experiece problems with your ISDN T1, ISDN E1, or ISDN PRI boards after followig the istructios i this chapter, see Troubleshootig ISDN PRI T1/E1 problems o page D-9. After you have cofigured all your ISDN T1, ISDN E1, ad ISDN PRI boards, cofigure other types of truk boards if you have them. Whe you are doe, go to Test-startig the drivers o page Cofigurig E1 CAS boards Cofigurig E1 CAS boards cosists of specifyig the iboud ad outboud protocols used i your coutry. You ca create keys for both Iboud ad Outboud protocol values for your coutry usig the Widows registry uder TeleVatage. Or, follow the steps below to create them usig the Dialogic Cofiguratio Maager. For each E1 CAS board i your system, specify your coutry, as follows: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page Double-click the board i the DCM mai dialog box. 3. Click the Coutry tab. 4. Select your coutry from the drop-dow list. 5. Select the board type from the drop-dow list. 6. Specify E1 CAS protocol ames. Note: It is highly recommeded that you choose the IO (iboud ad outboud) protocol rather tha either the iboud or the outboud protocol. TeleVatage expects the iboud ad outboud protocols to be amed i the followig format: <coutry code>_r2_i (iboud protocol) <coutry code>_r2_o (outboud protocol) <coutry code>_r2_io (iboud ad outboud protocol) 7. Click OK INSTALLING TELEVANTAGE

111 If your protocol ames are i a differet format tha show here, you must maually eter your E1 CAS protocols i the Widows registry after you istall the TeleVatage Server i Chapter 10. For istructios, see Maually specifyig E1 CAS protocols o page B-1. After you have cofigured all your E1 CAS boards, cofigure other types of truk boards if you have them. Whe you are doe, go to Test-startig the drivers o page Cofigurig T1 boards for exteded superframe service If you are usig a T1 service with a framig type of exteded superframe, perform the followig procedure for each T1 board i your system: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page Double-click the T1 board i the DCM mai dialog box. 3. Click the Misc tab. 4. Click Parameter file. 5. I the Value field, eter Spadti.prm. 6. Click OK. 7. I Widows Explorer, avigate to Program Files\Dialogic\Data\Spadti.prm. Ope the file i Notepad. 8. Edit the file by addig the followig lies: ; ESF framig ; B8ZS 9. Save ad close the file. After you have cofigured all your T1 boards for exteded superframe service, cofigure other types of truk boards if you have them. Whe you are doe, go to Test-startig the drivers o page Cofigurig IPLik boards For each DM3 IPLik board with a built-i Etheret etwork iterface i your system, perform the followig procedure: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page Double-click the board i the DCM mai dialog box. 3. Click the Network tab. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-25

112 4. Complete the followig required fields: For IPAddress, eter the IP address of the NIC that is attached to the voice board. Subet Mask defaults to a Class C. It is ot usually ecessary to chage the default. If you chage it, use hexadecimal otatio. For Gateway IPAddress, eter the IP address of your Iteret router. 5. Click OK. If you have IPLik boards with built-i etwork iterfaces, go to the ext sectio, Choosig codecs for IPLik boards with built-i etwork iterfaces. After you have cofigured all your IPLik boards, cofigure other types of truk boards if you have them. Whe you are doe, go to Test-startig the drivers o page Choosig codecs for IPLik boards with built-i etwork iterfaces IPLik boards with built-i Etheret etwork iterfaces have resource limitatios that prevet you from usig both all IP ports ad all codecs. If you are istallig such a board, you must choose to use either all of the codecs or all of the IP ports. To choose either all codecs or all IP ports 1. Choose the firmware file i the Assig Firmware File dialog box, which opes whe you start the DCM. 2. Cofigure each IPLik/Etheret board differetly. For example, if you have two 8-port IPLik/Etheret boards, you ca cofigure them as follows: Board 1 supports oly G.711 ad G.723 codecs, ad uses all 8 ports for voice chaels. Board 2 supports all codecs, ad uses oly 6 ports istead of INSTALLING TELEVANTAGE

113 For each board, choose oe of the followig i the Assig Firmware File dialog box: Use all codecs but ot all IP ports. This optio gives you greater flexibility i commuicatig with other Iteret telephoy devices, but limits the umber of IP ports o the board that you ca use. The followig table shows the firmware file to choose for your board, ad how may IP ports you will the be able to use for voice resources. Board IP Ports Codecs Firmware file VAL file DM/IP2431A-T1 16 all IPTK2_T1_mc.PCD cofig.val DM/IP3031A-E1 20 all IPTK2_E1_mc.PCD cofig.val DM/IP0821A-T1 6 all IPTK1_T1_mc.PCD cofig.val DM/IP0821A-E1 6 all IPTK1_E1_mc.PCD cofig.val If you choose this optio, you must also select a differet VAL file for each board type. Use all IP ports but ot all codecs. This optio eables you to use all the IP ports o the board, but limits your flexibility i commuicatio with other Iteret telephoy devices to usig the G.711 codec ad oly oe other codec.the followig table shows the firmware file to choose for your board. Board IP Ports Codecs Firmware file VAL file DM/IP2431A-T IPTK2_T1.PCD see below DM/IP3031A-E IPTK2_E1.PCD see below DM/IP0821A-T1 8 2 IPTK1_T1.PCD see below DM/IP0821A-E1 8 2 IPTK1_E1.PCD see below To select a differet VAL file 1. Ope the file iptcof.cfg i a text editor such as Notepad. You ca fid the file at the followig locatio: C:\Program Files\Dialogic\CFG\iptcof.cfg CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-27

114 2. For each IPLik/Etheret board, edit the lie that cotais the text CofigValFile = cofig.val so that it poits to a alterate.val file. The.val file you choose determies which codecs are available to the board. The followig alterate.val files are available: cofig_g723.val. G.711A a-law/µ-law ad G cofig_g729.val. G.711A a-law/µ-law ad G.729A cofig_msgsm.val. G.711A a-law/µ-law ad MSGSM cofig_gsm.val. G.711A a-law/µ-law ad GSM Board umbers i the iptcof.cfg file begi at 0 istead of at 1. Therefore, to chage the.val file for the first board, fid this text: BoardId = 0 { CofigValFile = cofig.val CreateBufFile = TRUE } ad chage it to use oe of the alterate files, such as: BoardId = 0 { CofigValFile = cofig_g723.val CreateBufFile = TRUE } 3. Save the file. If you already have started the DCM, you must restart the computer before the chages will take effect. After you have cofigured all your IPLik boards, cofigure other types of truk boards if you have them. Whe you are doe, go to Test-startig the drivers o page INSTALLING TELEVANTAGE

115 Test-startig the drivers 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page I the DCM mai dialog box, choose Service > Start Service. Click Close at the prompt that idicates the Dialogic System Service has started successfully. The Dialogic System Service Status that is displayed at the bottom of the DCM mai dialog box chages to Ruig. Importat: I some cases, especially with IPLik boards, the drivers ca take several miutes to start. After five miutes, a dialog box may ope ad idicate that the drivers have ot yet started. Click Cotiue to cotiue the startup procedure. If the drivers fail to start properly, do the followig: Eter aother free IRQ umber for the boards (see step 2 i To cofigure all types of boards o page 8-17). Make sure that the DM3 IPLik etwork card ad the third-party etwork card are both coected to the Etheret hub, ad that the IP address of the DM3 IPLik etwork card is ot i use by aother computer. If you have a DM3 IPLik card istalled, set the Dialogic drivers to autostart. Double-click the Services ico i Cotrol Pael, select Dialogic Service, click Startup, ad mark the service Automatic. The restart the computer. Perform this procedure oly if you have a DM3 IPLik card istalled. Note: If your system stops respodig, restart it. 3. Whe you have fiished testig the Dialogic drivers, stop the Dialogic System Service by clickig the red Stop butto o the toolbar. 4. Exit the DCM by choosig File > Exit. If you experiece problems startig the Dialogic drivers after followig the istructios i this chapter, see Troubleshootig Dialogic problems o page D-3. If you eed to cofigure a ISDN or Robbed Bit T1 lie, cotiue with the followig sectios. Otherwise, go to Chapter 9. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-29

116 Cofigurig a ISDN lie If you have a ISDN lie, verify that it is workig correctly before you proceed to the rest of the TeleVatage istallatio. The TeleVatage CD cotais two Dialogic utilities for testig ad cofigurig ISDN lies: The Dialogic Makecall Utility (DMU) The Dialogic ISDIAG utility For istructios o usig them, see Appedix B. Whe you are doe, go to Chapter 9. Cofigurig a T1 lie with the Robbed Bit T1 Experimeter If you have a Robbed Bit T1 lie, you must use the TeleVatage Robbed Bit T1 Experimeter to make sure your T1 board is cofigured properly. Do ot proceed to the rest of the TeleVatage istallatio util you have checked your T1 board. Although it is possible to cofigure your T1 lie after you have istalled TeleVatage, doig it ow esures that TeleVatage ca use your T1 lie correctly as soo as it is istalled. This sectio is for Robbed Bit T1 istallatios oly. If you have a ISDN T1 coectio, you do ot eed to cofigure your board, ad you ca go directly to Chapter 9. If you experiece problems with your Robbed-Bit T1 lie after followig the istructios i this chapter, see Troubleshootig Robbed Bit T1 problems o page D-7. About Robbed Bit T1 sigalig Robbed Bit T1 sigalig replaces the least sigificat bits i specific locatios i the T1 trasmissio with sigalig iformatio, such as whether the caller's lie is o-hook or off-hook. The specific locatios that cotai sigalig iformatio are called A-bits ad B-bits. Robbed Bit T1 suppliers use differet patters of A-bit ad B-bit values to sigal various evets, icludig the followig: Icomig call Lie drop Iboud pickup (aswerig a iboud call) Outboud pickup (seizig the lie to make a outboud call) Discoect Digit collectio (capturig DID/DNIS or ANI iformatio about a icomig call) 8-30 INSTALLING TELEVANTAGE

117 Check with your carrier to fid out the precise patters used to sigal these evets. You ca cofigure evet sigalig correctly i TeleVatage usig the Robbed Bit T1 Experimeter (see Cofigurig Robbed Bit T1 sigalig o page 8-32). The Robbed Bit T1 Experimeter dialog box explais exactly how to ask your carrier for this iformatio for each evet, for example: What are A ad B bits set to whe I receive a icomig call? What do I have to set the A ad B bits to i order to seize the lie whe I detect a icomig call? What is the settig of the lie's A ad B bits whe the lie is idle? Your carrier will also provide other iformatio based o the services you ordered o the Robbed Bit T1 lie, icludig the followig: Whether the digit sigalig is Dual Toe Multi-Frequecy (DTMF) or Multi-Frequecy (MF) What sigal to sed the cetral office to idicate TeleVatage is ready to receive the digit strig (this is usually a wik) The Trasmit ad Receive Wik defiitio The format of the icomig ANI/DID/DNIS strig The default values that appear i the Experimeter are the E&M supervisory sigalig protocols. If your Robbed Bit T1 lie supports a supervisory sigalig protocol other tha E&M, you might eed to modify evets usig iformatio provided by your carrier. If you ordered ANI/DID/DNIS services o your Robbed Bit T1 lie, you must customize the evet sigalig for digit collectio. Istallig the Robbed Bit T1 Experimeter Istall the Robbed Bit T1 Experimeter o the TeleVatage Server computer by ruig the file T1RBUtil.exe, which is located i the TeleVatage directory of the TeleVatage CD. Follow the o-scree istructios to complete the istallatio. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-31

118 Cofigurig Robbed Bit T1 sigalig 1. Make sure the Dialogic drivers are started. 2. Start the Robbed Bit T1 Experimeter by choosig Start > Programs > Artisoft TeleVatage > TeleVatage Robbed Bit T1 Experimeter. Note: The Robbed Bit T1 Experimeter starts oly if you have a T1 board ad a MSI board istalled o your computer. 3. If you have more tha oe T1 board istalled i your computer, select which board to cofigure. Click Optios > Aalyze Board > Board, where is the umber of the board you wat to cofigure. The T1 Board with the lowest ID umber is selected by default. 4. Click File > Load Template. If you have a local T1 lie, select local1.dst. If you have a log-distace T1 lie, select logdistace.dst. The template loads cofiguratio iformatio that will be valid i most cases. 5. O the Basic tab, make sure the wik defiitio described uder Trasmit wik defiitio matches the wik defiitio of your T1 carrier. Most carriers toggle the A ad B bits for a wik, ad most use a wik legth i the ms rage. 6. Uder Sed/receive digit type, choose DTMF or MF, depedig o the type of digits your carrier uses INSTALLING TELEVANTAGE

119 7. Uder Collectio Sequece, make sure your digit collectio settig matches the sequece i which your carrier seds DID ad ANI data to begi a call. Defie the sequece by addig Retrieve Digits actios of the appropriate type, either DID, ANI, orfiller, tomatchhowyour carrier seds the data. Click Add to choose each Retrieve Digits actio i the Digit Collectio - Actio dialog box. For example, if your carrier seds data i the format *AAAAAAAAAA*DDDD (where A is a ANI digit ad D is a DID digit), you ca add Retrieve Digits actios i ay of the followig sequeces: Exactly 1 filler digit Exactly 10 ANI digits Exactly 1 filler digit Exactly 4 DID digits Exactly oe filler digit Variable ANI digits up to * Exactly 4 DID digits Click OK to add the ew actio to the digit collectio sequece. From the Basic tab you ca also delete actios, or edit existig oes by clickig the appropriate butto. Use the arrow buttos to move a actio up or dow i the list. 8. Complete the digit collectio defiitio by checkig Sed wik before collectio digits or Sed wik after collectio digits accordig to the specificatios of your carrier. 9. Try to place ad receive a call (see Placig ad receivig test phoe calls o page 8-35). If the calls succeed, your T1 lie is set up correctly, adyoucagotostep12. If the calls fail, go to step 10. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-33

120 10. Make sure that all call evets are defied to match your carrier's usage by usig the followig istructios: Click the Advaced tab. From the Actios for list, select each evet i tur, ask your carrier how it defies that evet, ad check that the defiitio is etered exactly as it eeds it to be etered. If a evet does ot match the defiitio used by your carrier, redefie the actios that make up the evet. To defie a actio, click Add to ope the Actio dialog box, ad the select oe of the choices uder Actios: Wait for bit state. I this actio, TeleVatage waits to receive bits set by the carrier. Select the Bit state (patter of bits to be set by the carrier), ad the eter the Timeout i millisecods. Sed bit state. I this actio, TeleVatage seds bits to the carrier. Select the Bit state that TeleVatage will sed to the carrier. Pause. I this actio, TeleVatage waits for a specific umber of millisecods. Eter the Timeout i millisecods. Retrieve digits. I this actio, TeleVatage retrieves ANI, DID/DNIS, or filler digits set by the carrier. This actio is a duplicate of the actio o the Basic tab. See step 7 o page 8-33 for more iformatio. Click OK to save the actio. From the Advaced tab you ca also delete actios or edit existig oes by clickig the appropriate buttos. Use the arrow buttos to move a actio up or dow i the list. 11. Try to place ad receive a call (see Placig ad receivig test phoe calls o page 8-35). If the calls succeed, your T1 lie is set up correctly, ad you go to step 12. If the calls still fail, use the custom optio to test sedig ad receivig idividual bit states. See Testig idividual bit states with the custom actios optio o page Whe your T1 lie is cofigured correctly, choose File > Apply to TeleVatage Server. Doig this saves the Robbed Bit T1 Experimeter's cofiguratio data for the specified board to the Widows registry i the format that TeleVatage requires, which esures that the TeleVatage Server ca use your T1 lie. 13. If the board you just cofigured is the oly T1 board, save the file as a template that you ca use i the evet that it eeds to be reloaded, by choosig File > Save Template. Close the Robbed Bit T1 Experimeter by choosig File > Exit. 14. If you have multiple T1 boards, go to the ext sectio INSTALLING TELEVANTAGE

121 Usig a template to cofigure additioal Robbed Bit T1 boards If you have more tha oe T1 board, you ca apply the correct settigs from the first board to the others by savig the settigs as a template, ad the loadig them for the other boards, as follows: 1. With the settigs for the first board showig i the Robbed Bit T1 Experimeter, choose File > Save Template. Choose a ew ame for the template, so that you do ot overwrite the origial TeleVatage file. 2. Select aother of your T1 boards, ad the click Optios > Aalyze Board>Board, where is the ID umber of the board you wat to cofigure. 3. Choose File > Load Template. Select the template you just saved. 4. With the template loaded, choose File > Apply to TeleVatage Server. 5. Repeat steps 2-4 for ay other T1 boards i your system. 6. Close the Robbed Bit T1 Experimeter by choosig File > Exit. Placig ad receivig test phoe calls To determie the correct cofiguratio for your T1 lie, you must place ad receive test phoe calls. Your T1 carrier ca give you a umber to call. You ca place ad receive calls i the Robbed Bit T1 Experimeter i the followig ways: Hardware-based callig Software-based callig Hardware-based callig If you have a phoe plugged ito the MSI board i your computer, you ca place ad receive calls as you ormally would. The T1 timeslot used for outboud calls correspods to the MSI port ito which the phoe is plugged. For example, if the phoe is plugged ito MSI port 1, calls will use timeslot 1. If the phoe is plugged ito MSI port 8, calls will use timeslot 8, ad so forth. Whe you are receivig test calls, make sure the phoe is plugged ito the MSI port correspodig to the timeslot of the icomig call. Software-based callig To place ad receive calls usig oly the Robbed Bit T1 Experimeter, use the ext two procedures: CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-35

122 To place a call 1. O the Advaced tab, set Actios for to Outboud pickup. 2. Click Place Call. 3. I the Place Call dialog box, eter the phoe umber to dial ad the timeslot to use for the call. 4. Click OK to place the call. 5. To ed the call, click Hagup. No audio coectio is made, but the Loggig dialog box tells you whether the call was made successfully. To receive a call 1. Whe the icomig call arrives, you will kow it by the Loggig dialog box, ad also by the Place Call butto, which chages to Iboud Pickup. 2. To pick up the call, click Iboud Pickup. 3. To ed the call, click Hagup. Testig idividual bit states with the custom actios optio Trasmittig custom actios betwee you ad your T1 carrier is a powerful troubleshootig tool. Use this tool while you are o the phoe with your carrier to make sure that it is receivig what you sed, ad that you are receivig what it seds. If ay problems arise, you ca solve them by redefiig the actios. To trasmit custom actios 1. Click Optios > Set Custom Timeslot. Eter the timeslot to use for sedig outboud custom actios, ad the click OK. 2. Ucheck Optios > Respod to Evets. Doig this esures that evets set by your carrier will be used oly for testig ad will ot be iterpreted by the system as a actual icomig call. 3. O the Advaced tab, select Custom from the Actios for drop-dow list. 4. Click Add INSTALLING TELEVANTAGE

123 5. I the Actio dialog box, select the actio ad bit state you have agreed with your carrier to test. Examples: To sed a wik, select Sed bit state from the Actios list, adtheselectwik from the Bit State drop-dow list. To receive a A high B high state from your carrier, select Wait for bit state from the Actios list, ad the select AhighBhighfrom the Bit State drop-dow list. 6. Click OK to add the actio to the Actios for list. 7. Click Execute to execute the commad. If the commad is to sed a actio, the actio is set. If the commad is to receive a actio, the Robbed Bit T1 Experimeter stads by to receive it. The results of the trasmissio appear i the Loggig dialog box. Where to go ext Whe you have successfully istalled Dialogic hardware ad software as described i this chapter, go to Chapter 9. CHAPTER 8. INSTALLING DIALOGIC HARDWARE AND SOFTWARE 8-37

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125 CHAPTER 9 CHAPTER 9 INSTALLING THE TELEVANTAGE DATABASE SERVER CHAPTER CONTENTS Itroductio Upgradigfromapreviousversio IstalligTeleVatageforthefirsttime Istallig the database server from the TeleVatage CD Wheretogoext...9-5

126 Itroductio TeleVatage requires a database server to maage ad access the TeleVatage database, which is the repository for both the curret system cofiguratio ad historical Call Log iformatio. Database server optios TeleVatage supports two database servers, Microsoft SQL Server 7.0 ad Microsoft Data Egie (MSDE), a SQL Server-compatible data egie icluded o the TeleVatage CD. The database server you should use depeds o the type of istallatio you are performig, as follows: If you are upgradig from TeleVatage versio 3.0 or 3.5, you will cotiue to use Microsoft SQL Server 7.0 as your database server. Go to Chapter 10. If you are upgradig from TeleVatage versio 2.1 you will ow use MSDE as your database server. If you are istallig this versio of TeleVatage for the first time, Microsoft Data Egie (MSDE), is istalled from the TeleVatage CD. For database server requiremets, see TeleVatage database server requiremets o page 3-5. Database server memory usage By default, the TeleVatage database uses up to 50% of the available system memory. TeleVatage automatically allocates to itself half of the available system memory. The memory size is set whe the TeleVatage Server starts. If you add more memory to the system (for example, to support more extesios or truks), the ew memory size is reset the ext time you start the TeleVatage Server. 9-2 INSTALLING TELEVANTAGE

127 Upgradig from a previous versio Whe you upgrade from a earlier versio of TeleVatage, verify that the TeleVatage Server is ot set to autostart before you begi istallig the database server. To tur off autostart 1. Choose Start > Settigs > Cotrol Pael > Services. 2. Select TeleVatage Service, click Startup, adselectmaual. Upgradig from previous versios of TeleVatage Go to the sectio, Istallig the database server from the TeleVatage CD o this page. Istallig TeleVatage for the first time Whe you istall TeleVatage for the first time, you must istall Microsoft Data Egie (MSDE) from the TeleVatage CD. If MSDE is already istalled o your computer from aother applicatio, you do ot eed to reistall it from the TeleVatage CD. The TeleVatage Server istallatio process described i the ext chapter will add the database compoets required by TeleVatage to your existig MSDE. If MSDE is already istalled o your computer, go to Chapter 10, Istallig the TeleVatage Server. To istall MSDE, go to the ext sectio. Istallig the database server from the TeleVatage CD The database server requires that Microsoft Iteret Explorer 5.0 or later be istalled o your computer. If a suitable versio of Iteret Explorer is ot detected o your computer whe you start to istall the TeleVatage database server, you are prompted to istall Iteret Explorer 5.5 from the TeleVatage CD. Importat: The database server istallatio has bee customized for TeleVatage. You must istall the database server usig the Master Setup program o the TeleVatage CD, as described i the ext procedure. CHAPTER 9. INSTALLING THE TELEVANTAGE DATABASE SERVER 9-3

128 To istall the database server from the TeleVatage CD 1. Isert the TeleVatage CD. The Master Setup program starts. You ca also start Master Setup by ruig autoru.exe from the root directory o the CD. For iformatio about usig the Master Setup program, see page Click Microsoft Data Egie. 3. The Master Setup program searches to see if Microsoft Iteret Explorer 5.0 is already istalled o your computer. If you do ot get a warig message, Iteret Explorer 5.0 was detected. Go to the ext step. If Iteret Explorer 5.0 is ot detected, you are prompted to istall Iteret Explorer 5.5 from the TeleVatage CD. Click Yes, adthe follow the o-scree istructios to complete the istallatio. Note: After the Iteret Explorer 5.5 istallatio completes, your computer restarts automatically but does ot retur you the Master Setup program. Therefore, you must repeat steps 1 ad 2 of this procedure ad the go to step 3. Be sure to select Microsoft Data Egie agai from the Master Setup program. 4. The Select Destiatio dialog box shows the default directory i which the Microsoft SQL Server database files will be istalled. To istall the files i a differet locatio, click Browse. Click Next to cotiue. 5. A commad widow opes ad remais ope while the database server istallatio is takig place. The istallatio ca take up to a hour. Note: Do ot close the commad widow. Closig it ca cause the istallatio to fail. 9-4 INSTALLING TELEVANTAGE

129 6. Whe the istallatio is fiished, the commad widow closes. If you are prompted to restart the computer, do so. If you experiece problems with your database server after followig the istructios i this chapter, see Troubleshootig database server problems o page D-6. Where to go ext Whe you have successfully istalled the database server, go to Chapter 10. CHAPTER 9. INSTALLING THE TELEVANTAGE DATABASE SERVER 9-5

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131 CHAPTER 10 CHAPTER 10 INSTALLING THE TELEVANTAGE SERVER CHAPTER CONTENTS Itroductio IstalligtheTeleVatageServer IstalligtheTeleVatageAdmiistrator TestigtheTeleVatageServer SettigtheTeleVatageServertoautostart CompletigtheTeleVatageServeristallatio Wheretogoext

132 Itroductio Perform these steps Use the followig checklist as you istall ad cofigure the TeleVatage Server. Istall the TeleVatage Server. Istall the TeleVatage Admiistrator. Test the TeleVatage Server. Set the TeleVatage Server to autostart. Set access rights to the TeleVatage Server. Cofigure TeleVatage for use with a proxy server. Perform this optioal step if you use a proxy Server to access the Iteret from a local area etwork. Cofigure otificatio support. Perform this optioal step if your users wat to receive otificatio of voice messages. Use Lotus Notes for otificatio. Perform this step to use Lotus Notes with TeleVatage. Requiremets If you experiece problems after followig the istructios i this chapter, see Troubleshootig TeleVatage Server problems o page D-6 for more iformatio. For a list of the hardware ad software requiremets for the TeleVatage Server computer, see TeleVatage Server requiremets o page 3-2. If you are istallig TeleVatage for the first time, or if you are upgradig from a previous versio ad are ot usig a IP gateway coectio betwee two or more TeleVatage Servers, go to Istallig the TeleVatage Server o page INSTALLING TELEVANTAGE

133 If you are upgradig ad usig a IP Gateway coectio The iformatio i this sectio applies if you are upgradig a existig TeleVatage Server ad you are usig a IP Gateway coectio betwee two or more TeleVatage Servers. If your curret server upgrade pla requires that a TeleVatage 4.0 Server must coect over a IP Gateway coectio to a TeleVatage 3.0 or 3.5 Server, the you eed to do the followig o the 3.0 or 3.5 Server before the 4.0 Server will be able to commuicate with it. Create a Artisoft ObjID Create the followig Widows registry strig value: HKLM\Software\Artisoft\TeleVatage\Server\ Whe you are doe, restart the 3.0 or 3.5 Server. This allows the TeleVatage 3.0 or 3.5 Server to commuicate usig gateway calls with a 4.0 Server. Note: If at a later time you upgrade a Server that has this Widows registry key to TeleVatage 4.0, you must remove the key i order for the upgraded 4.0 Server to commuicate with other 4.0 Servers. Whe you are doe, go to the ext sectio. Istallig the TeleVatage Server 1. Close all ope Widows applicatios. 2. Log o to the etwork usig the Widows Server user created for the TeleVatage Server. Note: If you have ot already created this user, which will be used to ru the TeleVatage Service, see Chapter 7 for iformatio about creatig the Widows Server user. 3. Verify that the MSSQLServer Service is ruig. Do oe of the followig, depedig o the database server istalled o the computer: Click Start > Programs > MSDE > Service Maager. Click Start > Programs > Microsoft SQL Server 7.0 > Service Maager. If the status bar at the bottom of the SQL Server Service Maager dialog box says Ruig, exit the dialog box ad go to the ext step. If the MSSQLServer Service is ot ruig, click Start/Cotiue to start it. Whe the MSSQLServer Service is ruig, exit the dialog box. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-3

134 4. Isert the TeleVatage CD. The Master Setup program starts. If the CD is already iserted, start the Master Setup program by ruig autoru.exe from the root directory o the TeleVatage CD. For iformatio about usig the Master Setup program, see Usig the istallatio programs o page Click TeleVatage Server. The Artisoft TeleVatage Server 4.00 istallatio begis. 6. O a Widows NT 4.0 Server computer, if you have ot already istalled Widows NT 4.0 Service Pack 5 or higher, you are prompted to istall Service Pack 6 ow. See Istallig Widows NT Service Pack 6 o page 7-8 for details. 7. The Welcome dialog box prompts you to exit ay other programs that are ruig. After doig so, click Next to cotiue. If you are istallig TeleVatage for the first time, go to step 8. Note: Whe upgradig from a previous versio of TeleVatage, you are prompted to copy the TeleVatage database backup file ad voice files to aother locatio. If you already have backed up your TeleVatage database ad voice files as described i Preparig your system for upgrade o page 6-6, you do ot eed to repeat the process here. 8. I the Software Licese Agreemet dialog box, sigify your agreemet with the coditios by clickig Yes. 9. Whe upgradig from a previous versio of TeleVatage, the TeleVatage Licese Codes dialog box appears ad remids you that you eed licese codes. Click Next.Gotostep I the User Iformatio dialog box, eter the registered user's ame ad your compay ame, ad the click Next to cotiue INSTALLING TELEVANTAGE

135 11. If you are istallig TeleVatage for the first time, i the VAR Cotact Iformatio dialog box, eter the ame, compay, ad telephoe umber or address of your TeleVatage provider, ad the click Next to cotiue. It is importat to eter this iformatio, because it is helpful to users who must cotact techical support. They obtai this iformatio by choosig Help > About from the TeleVatage Cliet or Admiistrator. 12. If you are istallig TeleVatage for the first time, the TeleVatage Server Destiatio dialog box shows the default directory i which the TeleVatage Server will be istalled. To istall the Server i a differet locatio, click Browse. Click Next to cotiue 13. I the Laguage Selectio ad Voice Files Destiatio dialog box, specify the laguage versios of the system prompts that you wat to istall. If you are istallig TeleVatage for the first time, select the checkboxes for the laguages that you wat to istall. You must istall all the laguages that your callers ad users are likely to wat to use. You ca select laguages later for idividual users ad callers i the Admiistrator ad Cliet. Voice files for the laguages you select (icludig prompts that both callers ad users hear) will be istalled i the Destiatio Folder. To istall the files i a differet locatio, click Browse. Click Next to cotiue. If you are upgradig, go to step 15. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-5

136 14. If you selected more tha oe laguage, i the Select Default Laguage dialog box, select the default laguage for system prompts. This laguage will also be used as the default whe creatig ew users ad cotacts. Click Next. If you are istallig TeleVatage for the first time, go to step If you are upgradig your TeleVatage system, i the TeleVatage Voice File Upgrade dialog box, choose what to do with ay customized system prompts that have you have previously recorded. Note: This choice affects oly system prompts that you have customized, ot other recordigs that you have made such as greetigs or auto attedats. Custom greetigs ad auto attedats are always preserved durig a upgrade. If you have ot customized ay system prompts, or if you wat to retai your customized system prompts, click Preserve existig. Ay system prompts that have bee customized are retaied, while umodified system prompts are overwritte with TeleVatage 4.0 versios. Click Next to cotiue ad go to the ext step. To update all system prompts, or if you are upgradig from TeleVatage 2.1 or earlier, click Backup ad overwrite. Youmust choose this optio whe you are upgradig from TeleVatage 2.1 or earlier because the system prompts have chaged extesively sice the. Your existig system prompts are automatically backed up, ad the ew TeleVatage 4.0 system prompts are istalled. The default backup locatio is: c:\program Files\TeleVatage Server\VFiles\EN00\Backup If you choose Backup ad overwrite, you ca use the System Prompts view i the TeleVatage Admiistrator to selectively review ad import your customized system prompts later. See Admiisterig TeleVatage for more iformatio. Click Next to cotiue. 16. I the Widows Accout Name ad Password dialog box, eter the ame ad password of the user that will ru TeleVatage. Click Next to cotiue. 17. I the Microsoft Data Egie Password dialog box, eter the password foryourmsdeuser.clicknext to cotiue. Note: Leave this field blak uless you chaged the MSDE password after istallig MSDE. The default is o password. 18. I the TeleVatage Area Code dialog box, eter your telephoe area code or city code. Click Next to cotiue INSTALLING TELEVANTAGE

137 19. I the TeleVatage Voice File Format dialog box, choose a-law or u-law depedig o the format used i your coutry, ad the click Next. Cofirm your choice if you are prompted. Note: If you must chage voice file format after istallig the TeleVatage Server, see Admiisterig TeleVatage. This dialog box does ot appear if you reistall the same versio of the TeleVatage Server agai o the same computer. 20. Review your choices i the Start Copyig Files dialog box. To make chages, click Back. Click Next to begi copyig files. The iformatioal messages let you follow the progress of the istallatio, which ca take several miutes. 21. I the Restart to Cotiue Setup dialog box, select Yes ad click Fiish to restart the computer. Be sure to leave the TeleVatage CD i the drive while the computer restarts. After the computer restarts, log o as the same user you used previously. The TeleVatage Server Setup program will resume, copy additioal files, ad the complete the istallatio automatically. This may take a sigificat amout of time, so be sure to allow the Setup program to complete. Click Fiish i the Setup Complete dialog box. The TeleVatage Workstatio Setup program starts. If it does ot start automatically, you ca start it maually as described i the ext sectio. Whe you are doe, go to the ext sectio. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-7

138 Istallig the TeleVatage Admiistrator This sectio explais how to istall the TeleVatage Admiistrator o the computer o which the TeleVatage Server is istalled. It also explais how to eter liceses usig the Admiistrator. Note: For more iformatio about TeleVatage licesig ad licese types, see Admiisterig TeleVatage. That guide also describes i detail how to use the Admiistrator to cofigure ad maage the TeleVatage system from ay computer i the etwork. To istall the Admiistrator o other computers besides the TeleVatage Server, see Istallig the TeleVatage Admiistrator over a etwork o page To istall the TeleVatage Admiistrator 1. Close all ope Widows applicatios. 2. If the Workstatio Setup program is ot ruig, start it by ruig setup.exe, which is located i the Netsetup directory o the TeleVatage Server. The default locatio is: \\<TeleVatage Serverame>\Netsetup\setup.exe For iformatio about usig the Workstatio Setup program, see Usig the istallatio programs o page 6-2. Note: If the Workstatio Setup program starts miimized, click o its ico o the status bar to maximize it. 3. Click Admiistrator. 4. Follow the o-scree istructios INSTALLING TELEVANTAGE

139 5. I the Statio Idetificatio dialog box, eter the statio ID of the telephoe that will be used by the perso admiisterig the TeleVatage system (the Admi user). The statio ID correspods to the port umber o the statio board to which the phoe is coected. Note: If you eter a statio ID of 0, meaig that the Admi user does ot have a phoe, the perso admiisterig TeleVatage will be able to perform all admiistrative fuctios with the exceptio of recordig voice prompts. If you eter a statio ID of 0, whe you click Next the Phoe Statio Not Specified dialog box opes to make sure that you uderstad this limitatio, ad that you have the opportuity to go back ad eter a valid statio ID. Click Next to cotiue. 6. I the Ready to Istall or Upgrade dialog box, click Fiish. If you are prompted to restart your computer, do so. Be sure to leave the TeleVatage CD i the drive while the computer restarts. 7. After the computer restarts, i the Setup Complete dialog box, select the View What s Newcheckbox to see a complete listig of the ew features available i this versio of TeleVatage. Select the Register TeleVatage Olie checkbox to go to the olie registratio page to register this copy of the Admiistrator. Click OK to cotiue. 8. If you are prompted to restart your computer, do so ad the go to the ext sectio. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-9

140 Eterig your TeleVatage liceses With this versio of TeleVatage, you eed to eter ew liceses eve if you are upgradig from a previous versio. Liceses are authorizatio keys are supplied by your TeleVatage provider. You must istall a valid Server licese i order to start the TeleVatage Server. Depedig o how you use TeleVatage, the followig liceses are optioal. If you pla to use them, you should istall them ow accordig to the istructios i this sectio so that you ca start ad test the other TeleVatage compoets. Truk, statio, ad IP Port liceses. You will ot be able to aswer or place calls util you add the followig liceses: A valid truk licese for each aalog, T1, E1, or BRI truk coected to the TeleVatage Server A valid statio licese for each statio port (phoe) coected to the system A valid IP Port licese for each Iteret truk coected to the TeleVatage Server Cliet liceses. TeleVatage Cliets will ot ru uless you eter valid Cliet liceses for all TeleVatage Cliets that eed to coect to the TeleVatage Server. Call Ceter Aget liceses. You will ot be able to use the TeleVatage Call Ceter or Call Ceter Reporter util you eter valid Call Ceter Aget liceses to use the TeleVatage Call Ceter Reporter that is istalled with the Cliet. To eter TeleVatage liceses 1. Start the TeleVatage Admiistrator by choosig Start > Programs > Artisoft TeleVatage > TeleVatage Admiistrator. 2. Log o usig the userame Admi ad the default password of 100. Note: The Admiistrator password is set to 100 whe you first istall the Admiistrator. You ca chage the password the ext time you log o to the Admiistrator. See Admiisterig TeleVatage. 3. Choose Tools > System Settigs, ad the click the Liceses tab INSTALLING TELEVANTAGE

141 4. Select Server from the Licese category drop-dow list. 5. Eter the Server licese serial umber ad verificatio key i the correspodig fields. 6. Select Truk from the Licese category drop-dow list. 7. Click Add. 8. I the Modify Licese dialog box, eter your truk licese serial umber ad verificatio key, ad the click OK. Repeat steps 7-8 to add each Truk licese. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-11

142 9. Select the appropriate licese category from the Licese category drop-dow list for your remaiig licese types. Repeat steps 7-8 for each licese you eed to add. 10. Click OK to close the System Settigs dialog box whe you are doe. To istall additioal copies of the TeleVatage Admiistrator o other computers, go to the ext sectio. Otherwise, go to Testig the TeleVatage Server o this page. Istallig the TeleVatage Admiistrator over a etwork You ca istall the Admiistrator o ay Widows computer o the etwork that meets the requiremets described i Admiistrator ad Cliet computer requiremets o page If you istall more tha oe Admiistrator, you must coordiate work amog the users who have authority to ru the Admiistrator, because if two people make chages to the same data, oly the chages that are saved last are retaied. For iformatio about settig up users with admiistrative privileges, see Admiisterig TeleVatage. To istall the Admiistrator over a etwork 1. Ru the TeleVatage Workstatio Setup program from the TeleVatage program group o the TeleVatage Server. You ca also ru the Workstatio Setup program by ruig setup.exe, which is located i the Netsetup directory o the TeleVatage Server. The default locatio is: \\<TeleVatage Serverame>\Netsetup\setup.exe For iformatio about usig the Workstatio Setup program, see Usig the istallatio programs o page Go to Istallig the TeleVatage Admiistrator o page Testig the TeleVatage Server At this poit i the istallatio or upgrade process, you should test the TeleVatage Server to make sure that it has bee istalled correctly. Testig the Server cosists of startig the Server from the Device Moitor ad checkig for errors. The TeleVatage Server will ot start util you have etered a valid Server licese INSTALLING TELEVANTAGE

143 Importat: If you have Dialogic PCI boards istalled o the Server, perform the process described i PCI boards ot recogized at Server startup o page D-5. Otherwise, the Foud New Hardware wizard will start after every Server restart. Do ot uder ay circumstaces use the Foud New Hardware wizard to istall drivers for Dialogic boards. To test the TeleVatage Server 1. Close all Widows applicatios. To simulate a ormal startup, restart the Server computer. 2. The TeleVatage splash scree appears briefly to idicate that the Device Moitor has started. Ope the Device Moitor by right-clickig the Device Moitor ico i the system tray. The choose Show Device Moitor (by default, the Device Moitor starts i hidde mode whe you log o). 3. Start the TeleVatage Server from the Device Moitor by selectig Tools > Start Server. The status of the TeleVatage Server is displayed at the bottom of the Device Maager. After the TeleVatage Server starts, the Device Moitor displays the status of all statio ports o the MSI board ad all truks o the truk boards. You ca close the Device Maager without affectig the operatio of the TeleVatage Server. If the TeleVatage Server fails to start because of a licese error, you must add a valid Server licese. To use aswer ad place calls, you must add valid truk, statio, ad IP Port liceses (for istructios, see page 10-10). 4. Check for startup errors. Not all error messages are displayed i the Device Moitor, so you should also check the System Log (usig the Widows Evet Viewer) for ay startup warigs or Dialogic errors. Do either of the followig: Choose Start Meu > Programs > Widows Admiistrative Tools (Commo) > Evet Viewer. If you are ot ruig the Widows Evet Viewer o the TeleVatage Server, choose Log > Select Computer. Choose Log > Applicatio, ad the review the System Log for TeleVatage or database server messages. Whe you are satisfied that the TeleVatage Server is ruig correctly, go to the ext sectio. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-13

144 Settig the TeleVatage Server to autostart I the previous sectio, you started the TeleVatage Server maually to test it. Whe you are satisfied that the Server is workig correctly, you should set the Server to start automatically so that telephoe service is automatically restored wheever the TeleVatage Server computer restarts. Importat: Do ot set the Dialogic drivers to autostart. Whe the TeleVatage Server starts, it automatically starts the Dialogic drivers. If the Dialogic drivers are already ruig whe the TeleVatage Server starts, the Widows NT Service Cotrol Maager may experiece problems. To set the TeleVatage Server to autostart 1. I Widows NT, click Start > Settigs > Cotrol Pael > Services. Double-click TeleVatage Server. I the Service dialog box, click Automatic, click OK, ad the click Close. I Widows 2000, click Start > Settigs > Cotrol Pael > Admiistrative Tools > Services. Click Automatic uder the Start-up Type drop-dow list. 2. To test automatic startup, first perform a orderly shutdow: I the Device Maager, stop the TeleVatage Server by choosig Tools > Shut dow Server. I the Dialogic Cofiguratio Maager, stop the Dialogic System Service by clickig the red Stop butto o the toolbar. 3. Restart your computer. 4. I the Device Moitor, check the status of the TeleVatage Server. Started meas that the autostart was successful. 5. Go to Services i the Cotrol Pael. The service settig for the TeleVatage Server should say Automatic. O subsequet reboots of the computer, the TeleVatage Server will start automatically. Note: If you cofigure your TeleVatage system for otificatio, otificatio will ot be eabled after Server startup util the TeleVatage user logs o to the system. otificatio is used to alert TeleVatage system admiistrators that the TeleVatage Server is beig stopped ad restarted INSTALLING TELEVANTAGE

145 Completig the TeleVatage Server istallatio After you istall ad test the TeleVatage Server, you ca perform ay of the followig tasks to complete the istallatio for your eviromet: Set access rights to the TeleVatage Server. Cofigure TeleVatage for use with a proxy server. Cofigure otificatio support. Use Lotus Notes for otificatio. Settig access rights to the TeleVatage Server Make sure that ay user who will use the TeleVatage Cliet or ru the TeleVatage Admiistrator remotely has etwork access to the TeleVatage Server. Also make sure that each TeleVatage user ca log o to a computer that is o the same etwork as the TeleVatage Server computer. As a prerequisite, the cliet computers must be able to see the TeleVatage Server i Network Neighborhood. Also, the buffer share o the TeleVatage Server must be accessible. Verify that it is accessible by attemptig to ope the buffer share i Network Neighborhood. Cofigurig TeleVatage for use with a proxy server If you use a proxy server (MS Proxy Server 2.0 or later) to access the Iteret from a local area etwork, you must cofigure your etwork i oe of the ways described i this sectio. If you do ot cofigure your etwork appropriately, Widows NT 4.0 ad Widows 2000 computers that also use the proxy server will be uable to ru TeleVatage workstatio applicatios (such as the Cliet or Admiistrator) correctly. If you do ot use a proxy server, go to Cofigurig otificatio support o page Cofiguratio optios Cofigure your etwork i oe of the followig ways: Make sure that local IP traffic does ot go through the proxy server (by meas of local address traslatio tables). For each Widows NT or 2000 computer ruig a TeleVatage workstatio applicatio, chage the protocol for cliet-server cofiguratio to TCP (from the default UDP). CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-15

146 To chage the protocol to TCP o a Widows computer 1. Choose Start > Ru. 2. Eter dcomcfg.exe i the Ope field. The Distributed COM Cofiguratio Properties dialog box opes. 3. If Coectio-orieted TCP/IP is ot at the top of the DCOM Protocols list, select it ad click Move Up util it is the first protocol i the list. 4. Click OK. 5. Restart the computer. 6. Repeat steps 1-4 for each computer ruig a TeleVatage workstatio applicatio. Cofigurig otificatio support If your users wat to receive otificatio of voice mail messages, you must cofigure your TeleVatage Server ad possibly your etwork, as follows: If you are usig Microsoft Exchage for your post office, the TeleVatage user (user accout) must be a domai user, see Appedix E, Chagig the Domai of the TeleVatage Server for more iformatio. If you are usig TeleVatage o a o-microsoft etwork such as NetWare, you may have to istall the etwork cliet for that etwork o the TeleVatage Server computer to establish commuicatios betwee Widows NT/2000 ad the post office INSTALLING TELEVANTAGE

147 To cofigure otificatio support 1. If ecessary, create a user for the TeleVatage Server. Doig this is ot ecessary o UNIX sedmail Servers, but is required for Exchage, Notes, ad may other systems. Use the tools provided with your post office (see the documetatio from the maufacturer) to create a mail user for the TeleVatage Server. The ame you give this mail user appears o all voice mail otificatio messages, so you should use a ame that idicates the purpose of the message, for example, TeleVatage or Voic Received. 2. Istall ad cofigure a MAPI-compatible cliet for the TeleVatage user, such as Microsoft Outlook, Eudora Pro, or Lotus Notes. Follow the istructios i the documetatio for the particular applicatio you are cofigurig. If you are istallig Microsoft Outlook for Microsoft Exchage, select the Corporate or Workgroup optio durig istallatio ad cofiguratio. 3. Cofigure the default MAPI profile for the TeleVatage user, as follows. O the TeleVatage Server computer, log o as the user as whom you will ru TeleVatage. Click Start > Settigs > Cotrol Pael,ad double-clickthe Mail ico. Click Add to start the wizard. Follow the Setup wizard directios to cofigure a MAPI profile. This MAPI profile must be the default profile for the user. Set the default MAPI profile as follows: double-click the Mail ico from Cotrol Pael, ad the click Show Profiles. FromtheWhe startig Microsoft Outlook, use this profile drop-dow list, select the MAPI profile you just cofigured. Click Close. 4. Activate otificatio by sedig a test message usig a MAPI-compatible cliet to ay user accout. otificatio will be available the ext time the TeleVatage Server computer is started ad logged o to by the TeleVatage domai user. Notificatio of received voice messages will be set to ay user who has chose the optio i the TeleVatage Cliet usig the Notificatios tab i the Optios dialog box. otificatio addresses ca also be set from the TeleVatage Admiistrator. Note: otificatio works oly whe the TeleVatage user is logged o to the TeleVatage Server computer. If the TeleVatage Server starts automatically whe the Widows Server starts, otificatio will ot resume util the TeleVatage user logs o. It may take up to five miutes for otificatio to begi after the TeleVatage user logs o. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-17

148 Usig Lotus Notes for otificatio To use Lotus Notes with TeleVatage, you must perform the followig tasks: Istall Widows Messagig. Eable automatic emptyig of the Notes Set folders of TeleVatage users. Eter a password for Notes otificatio. Istallig Widows Messagig Widows Messagig for Widows NT is a optioal compoet that is available o the Widows NT 4.0 Server CD. It may be istalled by default whe you istalled your Widows NT 4.0 Server, or you ca istall it at a later time. Widows Messagig for Widows 2000 is available oly i Microsoft Outlook To use Lotus Notes with TeleVatage i a Widows 2000 eviromet, you must istall Outlook Eablig automatic emptyig of the Notes Set folders of TeleVatage users TeleVatage systems that use otificatio with Lotus Notes must add a Widows registry settig that eables automatic emptyig of the Notes Set folder. This settig fixes a Lotus Notes MAPI versio or earlier problem that causes the Notes Set folder of TeleVatage users to fill up with old otificatios. The followig Widows registry settig must be added ad set to a value of 1: HKEY_LOCAL_MACHINE\Software\Artisoft\TeleVatage\Server \Settigs\EmptySetItemsFolder To add the Widows registry settig 1. Click Start > Ru, type Regedit, ad the click OK. 2. Navigate to the Settigs key. 3. Click Edit > New > DWORD value. 4. Type EmptySetItemsFolder as the ame of the value. Make sure you spellitexactlyasshow. 5. Double-click the value ico to ope the Edit dialog box. 6. Set Value Data to 1 ad click OK. 7. Exit Regedit INSTALLING TELEVANTAGE

149 Eterig a password for Notes otificatio The TvNotes.dll file provides the password for otificatio to Notes programmatically. If the Notes password is ot provided by the TvNotes.dll, Notes will prompt idividual users for the password at startup. If the password is ot provided, otificatio will be disabled util the password is provided, either maually or programmatically. TvNotes.dll is provided o the TeleVatage CD, but is ot istalled automatically. To istall TvNotes.dll 1. Make sure Notes is ot ruig. 2. Copy TvNotes.dll ad TvNotes.pdb from the \lotus folder o the TeleVatage CD to the Notes executable directory. 3. Add the followig lie to the otes.ii file o the TeleVatage Server. The default locatio for this file is C:\WiNT for Notes R4 or C:\Lotus\Notes for R5. EXTMGR_ADDINS=TvNotes.dll 4. Create a strig value NotesPwd i the Widows registry key as follows: HKEY_LOCAL_MACHINE\Software\Artisoft\TeleVatage\Server\ Settigs 5. Eter your Notes password i the NotesPwd registry value. Where to go ext Whe you have successfully istalled the TeleVatage Server ad the Admiistrator, go to Chapter 11. CHAPTER 10. INSTALLING THE TELEVANTAGE SERVER 10-19

150

151 CHAPTER 11 CHAPTER 11 INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS CHAPTER CONTENTS Itroductio Istallig DCOM 98 for workstatio applicatios Istallig the workstatio applicatios IstalligtheTeleVatageCliet IstalligtheTAPIServiceProvider Istallig the Cotact Maager Assistat Sychroizigsystemclocks Wheretogoext

152 Itroductio The TeleVatage workstatio applicatios are a set of programs that ca be optioally istalled o user computers. They coect with the TeleVatage Server remotely over your etwork. With these applicatios users ca take full advatage of how TeleVatage itegrates the computer ad the phoe. The followig TeleVatage compoets are the workstatio applicatios: The TeleVatage Cliet The TeleVatage Admiistrator The TeleVatage TAPI Service Provider The TeleVatage Cotact Maager Assistat Requiremets Note: You istalled the TeleVatage Admiistrator o the TeleVatage Server computer accordig to the istructios i Chapter 10. To istall the Admiistrator o other computers i the etwork, see Istallig the TeleVatage Admiistrator over a etwork o page For more iformatio about cofigurig ad usig the TeleVatage workstatio applicatios, see Admiisterig TeleVatage ad Usig TeleVatage. For a complete list of requiremets for the computers o which the various workstatio applicatios will ru, see Chapter 3. Microsoft Termial Server support You ca istall the workstatio applicatios o a Microsoft Termial Server. For istructios, see Appedix C. If you are istallig oe or more of the TeleVatage workstatio applicatios o a Widows 98 computer, go to the ext sectio. Otherwise, go to Istallig the workstatio applicatios o page Perform these steps Use the followig checklist as you istall ad cofigure the TeleVatage workstatio applicatios. Widows98systems.Istall DCOM 98 to ru TeleVatage workstatio applicatios o a Widows 98 system. Istall the TeleVatage Cliet o the computers of users who wat to maage their calls ad voice messages from their desktop. Istall the TeleVatage TAPI Service Provider o ay computer o which users will ru the Cotact Maager Assistat or wat to use some other TAPI applicatio to place calls usig TeleVatage INSTALLING TELEVANTAGE

153 Istall the TeleVatage Cotact Maager Assistat o ay computer o which users of Outlook, GoldMie, or GoldMie FrotOffice wat to receive scree pop otificatio of icomig calls. Sychroize system clocks. This step esures that message time stamps set by the Server clock match the time o the computers of users. Note: After you istall a ew versio of the TeleVatage Server as part of a upgrade (as described i Chapter 10), ay users who attempt to ru their old versios of the TeleVatage Cliet or Admiistrator receive a message sayig that they eed to istall the ew versio of the software. This does ot happe with the TAPI Service Provider or Cotact Maager Assistat, however. If you are upgradig ad have existig users of those applicatios, you should otify the users that they eed to istall the ew software as described later i this chapter. Istallig DCOM 98 for workstatio applicatios If you are usig a Widows 98 computer to ru oe or more of the TeleVatage workstatio applicatios, Microsoft DCOM 98 must be istalled o the computer. Because Microsoft does ot allow other compaies to redistribute DCOM 98, you must obtai the file Dcom98.exe yourself ad dowload it to the directory C:\Program Files\TeleVatage Server\NetSetup\DCOM98 o your TeleVatage Server computer. After you dowload this file, the TeleVatage Cliet applicatios automatically istall it as eeded as part of their ow istallatio process. To dowload DCOM O the TeleVatage Server, ope your Web browser ad go to 2. Click the lik for DCOM98 for Widows Click Save this program to disk i the File Dowload dialog box. 4. Specify the C:\Program Files\TeleVatage Server \NetSetup\DCOM98 directory as the locatio i which to save Dcom98.exe, ad the click OK. CHAPTER 11. INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS 11-3

154 Istallig the workstatio applicatios You use the TeleVatage Workstatio Setup program to istall the workstatio applicatios. The Workstatio Setup program, setup.exe, was istalled automatically whe you istalled the TeleVatage Server. To istall workstatio applicatios o other computers, go to each computer, poit to the TeleVatage Server, ad ru the Workstatio Setup program as described i the ext procedure. To ru the Workstatio Setup program 1. Ru the followig program: \\<TeleVatage Serverame>\Netsetup\setup.exe The TeleVatage Workstatio Setup program starts. For iformatio about usig the Workstatio Setup program, see Usig the istallatio programs o page 6-2. Note: If the Workstatio Setup program starts miimized, click o its ico o the status bar to maximize it. 2. Click the applicatio that you wat to istall, ad the follow the o-scree istructios. 3. Whe you are doe, click Exit to Desktop to exit the Workstatio Setup program INSTALLING TELEVANTAGE

155 Istallig the TeleVatage Cliet The TeleVatage Cliet is the easiest ad quickest way to use TeleVatage, ad some TeleVatage features are available oly through the Cliet. However, the Cliet is ot required to make ad receive calls, ad most TeleVatage features ca be accessed without it by usig the telephoe commads. See Usig TeleVatage for a list of Cliet-oly features. A Cliet licese is required for each user of the TeleVatage Cliet. Make sure that you have a sufficiet umber of liceses before istallig additioal Cliets. See Eterig your TeleVatage liceses o page for istructios. Note: While you are istallig the TeleVatage Cliet o a computer ruig Widows 2000, you may be wared that you are overwritig files that Widows 2000 eeds to ru properly. To respod to this message, click Cacel, adthe click Yes i the cofirmatio dialog box. To istall the TeleVatage Cliet 1. Close all ope Widows applicatios. 2. Start the TeleVatage Workstatio Setup program as described o page Click Cliet. 4. Follow the o-scree istructios. 5. The Workstatio Setup program searches to see if MDAC 2.6 SP1 is already istalled o your computer. If it is detected, go to the ext step. If MDAC 2.6 SP1 is ot detected, you are prompted to istall it from the TeleVatage CD. Click Yes, ad the follow the o-scree istructios to complete the istallatio. The go to the ext step. CHAPTER 11. INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS 11-5

156 6. I the Statio Idetificatio dialog box, eter the Telephoe Statio Idetificatio Number of the telephoe earest the computer o which you are istallig the Cliet. The statio ID correspods to the port umber o the statio board to which the phoe is coected. If you do ot kow the statio ID of the phoe, go to the phoe ad dial *0 to hear it. Note: If you move ay computer that has the TeleVatage Cliet istalled o it, you must chage the statio ID by usig the Cliet Log O dialog box. See Usig TeleVatage for more iformatio. Click Next to cotiue. 7. I the Ready to Istall or Upgrade dialog box, click Fiish to istall the Cliet. 8. If you are prompted to restart the computer, do so. The Cliet istallatio will cotiue after the computer restarts. 9. I the Setup Complete dialog box, select the View What s New checkbox to see a complete list of the ew features available i this versio of TeleVatage. 10. Click OK to complete the istallatio. Istallig the TAPI Service Provider By istallig the TeleVatage TAPI Service Provider o their computers, users ca place ad receive calls usig other phoe dialers or cotact maagemet applicatios. No modem is required, ad the TeleVatage Cliet does ot eed to be istalled o the computers of those users. The followig applicatios are supported. Ay other ay TAPI-compatible applicatio should also work. Outlook Act! GoldMie ad GoldMie FrotOffice The TAPI Service Provider rus i the backgroud ad liks the applicatio with TeleVatage. It is active wheever the computer is ruig ad it eables the cotact maagers to place calls over TeleVatage ad recogize icomig TeleVatage calls by caller ID INSTALLING TELEVANTAGE

157 Requiremets For system requiremets, see TAPI Service Provider or Cotact Maager Assistat computer requiremets o page I additio, to istall the TAPI Service Provider, a user must have the followig: A TeleVatage user ame. A Widows telephoy locatio that allows you to place calls from a cotact maager. To istall the TAPI Service Provider 1. Start the TeleVatage Workstatio Setup program as described o page Click TAPI Service Provider. Note: If you are istallig the TAPI Service Provider for the first time, Setup prompts you to defie a telephoy locatio for your computer, which is required to place outgoig calls. If you see this prompt, click OK to exit the Workstatio Setup program ad go to Defiig a telephoy locatio o page Follow the o-scree istructios. Click Help for more iformatio about a scree. 4. If you are prompted to restart the computer, do so. Whe you are doe istallig the TAPI Service Provider, go to Cofigurig the TAPI Service Provider o page CHAPTER 11. INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS 11-7

158 Defiig a telephoy locatio Perform this procedure if you are prompted to do so durig the istallatio of the TAPI Service Provider. 1. Do oe of the followig: From the Widows NT desktop, click Start > Settigs > Cotrol Pael > Telephoy. From the Widows 2000 desktop, click Start > Settigs > Cotrol Pael > Phoe ad Modem Optios. 2. Select your coutry from the drop-dow list ad eter your area code. Eter the outside lie access codes for local ad log-distace calls. 3. Save your chages. 4. Istall the TAPI Service Provider as described o page Cofigurig the TAPI Service Provider After the TAPI Service Provider has bee istalled, you ru the TAPI Service Provider Cofiguratio wizard to cofigure it for the computer ad etwork. Cofiguratio cosists of the followig tasks: Eterig a TeleVatage user ame, password, ad statio ID Specifyig the etwork computer that is the TeleVatage Server Ruig the TAPI Service Provider Cofiguratio wizard The Cofiguratio wizard rus automatically after the TAPI Service Provider has bee istalled for the first time. To ru it at ay other time, for example, to chage your statio ID, click Start > Programs > Artisoft TeleVatage > TeleVatage TAPI Cofiguratio. Follow the o-scree istructios. Click Help for more iformatio. Whe you are doe, go to the ext sectio INSTALLING TELEVANTAGE

159 Cofigurig your cotact maager for use with the TAPI Service Provider Before makig calls from the cotact maager, you must cofigure it to recogize the TAPI Service Provider. Use oe or more of the followig procedures as eeded. To cofigure Outlook 1. Ope the Cotacts view i Outlook. 2. Choose Actios > Call Cotact > New Call. 3. I the New Call dialog box, click Dialig Optios. 4. I the Dialig Optios dialog box, verify that Coect Usig Lie is set to TeleVatage Lie 1. This optio is available after the TAPI Service Provider is istalled. 5. Click OK. To cofigure GoldMie or GoldMie FrotOffice Use the followig procedure after you refer to the documetatio for GoldMie or GoldMie FrotOffice: 1. Choose Edit > Prefereces. 2. Click the Modem tab. 3. Uder Modem Settigs, verifythattapi Lie is set to TeleVatage Lie 1. This optio is available after the TAPI Service Provider is istalled. 4. Click OK. To cofigure Act! 1. I Act!, Choose Edit > Prefereces. 2. Click the Dialer tab. 3. Select the Use Dialer checkbox. 4. Uder Modem or Lie, verifythat TeleVatage Lie 1 is selected. This optio is available after the TAPI Service Provider is istalled. 5. To receive scree pops with cotact iformatio whe a cotact calls, select the Lookup cotact usig caller ID checkbox. Deselect the checkbox if you do ot wat to receive scree pops. 6. Click OK. CHAPTER 11. INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS 11-9

160 Callig from aother applicatio After istallig the TAPI Service Provider, users ca call cotacts by usig the istructios provided with their cotact maagers. Calls appear i their Call Logs as if they had dialed them from the Cliet or phoe. Istallig the Cotact Maager Assistat Requiremets The TeleVatage Cotact Maager Assistat eables your Outlook, GoldMie, or GoldMie FrotOffice cotact maager to pop up cotact iformatio automatically whe a cotact calls. Cotacts are recogized by the icomig caller ID umber ad ame. Note: The Cotact Maager Assistat is ot required for you to receive scree pops with Act!. You ca cofigure how much cotact iformatio you see. The Cotact Maager Assistat ca pop up the cotact ad display all available iformatio, or it ca pop up a small widow that shows oly the cotact's ame ad origiatig phoe umber. You ca access further iformatio about the cotact from the smaller widow. The Cotact Maager Assistat has the same system requiremets as the TAPI Service Provider. See TAPI Service Provider or Cotact Maager Assistat computer requiremets o page To istall the Cotact Maager Assistat 1. Start the TeleVatage Workstatio Setup program as described o page Click Cotact Maager Assistat INSTALLING TELEVANTAGE

161 3. Follow the o-scree istructios. 4. I the Setup Complete dialog box, select the Start the Cotact Maager Assistat ow checkbox to cofigure it. Whe you are doe istallig the Cotact Maager Assistat, go to the ext sectio to cofigure it. Cofigurig the Cotact Maager Assistat 1. If the Cotact Maager Assistat is ot ruig, start it by clickig Start > Programs > Artisoft TeleVatage > TeleVatage Cotact Maager Assistat. 2. If oly the Cotact Maager Assistat splash scree appears, right-click the Outlook, GoldMie, or GoldMie FrotOffice ico o the system tray at the lower right of your scree. Select Setup. 3. Click Help for detailed istructios. Sychroizig system clocks It is recommeded that you make sure that the system clocks o the TeleVatage Server ad the user workstatios are sychroized. Doig this esures that message time stamps, which are set by the Server clock, agree with the time displayed by the workstatio. I Microsoft domai-based etworks, you ca sychroize the workstatio clock with the TeleVatage Server clock by icludig the followig statemet i the logo script that executes whe the workstatio coects to the domai cotroller: et time \\<TeleVatageServerName> /set /yes The followig procedure shows how this could be accomplished i a Widows NT domai. To sychroize system clocks i a Widows NT domai 1. Create a file amed Settime.bat that cotais the followig two off et time \\<YourServerName> /set /yes where <YourServerName> is the ame of the TeleVatage Server computer. 2. Place the file i the followig directory o the domai cotroller: Wit\System32\Repl\Import\Scripts CHAPTER 11. INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS 11-11

162 3. Click Start > Programs > Admiistrative Tools > User Maager for Domais. 4. Select all users whose clocks you wat to sychroize with the TeleVatage Server clock. 5. Press ENTER to ope the User Properties dialog box. 6. Click Profile. 7. Type Settime.bat i the Logi Script Name field. 8. Click OK. Where to go ext Whe you have istalled the TeleVatage workstatio applicatios, go to Chapter 12 if you wat to support the Web Cliet INSTALLING TELEVANTAGE

163 CHAPTER 12 CHAPTER 12 INSTALLING TELEVANTAGE WEB SERVICES CHAPTER CONTENTS Itroductio IstalligMicrosoftIteretIformatioServer IstalligTeleVatageWebServices Ruig the Web Cliet Wheretogoext

164 Itroductio Requiremets TeleVatage Web Services is the TeleVatage compoet that allows you to offer users the TeleVatage Web Cliet. The Web Cliet is a versio of the TeleVatage Cliet that users access o the World Wide Web by usig their Web browsers. Because the Web Cliet is HTML-based, users ca access it from o-widows platforms such as Macitosh ad UNIX. The Web Cliet gives users access to most TeleVatage features, except those ivolvig the Call Moitor or makig recordigs. For iformatio about usig the Web Cliet, see Usig TeleVatage. For your system to offer the Web Cliet, you must istall the followig o a computer that will become your Web server: Microsoft Iteret Iformatio Server (IIS) 4.0 or higher. IIS is istalled automatically with Widows TeleVatage Web Services You ca istall TeleVatage Web Services o the same computer as the TeleVatage Server if you pla to use the Microsoft Iteret Iformatio Server to support a small umber of simultaeous coectios for TeleVatage purposes oly. However, if you pla to use the TeleVatage Web Services to support may TeleVatage users or for other high-volume Web-related activity, it is recommeded that you istall it o a separate etworked computer from the TeleVatage Server. For a complete list of requiremets for the Web server computer, see Web Services computer requiremets o page Istallig Microsoft Iteret Iformatio Server IIS is istalled automatically with Widows 2000 Server. If your Web server is a Widows 2000 Server computer, go to Istallig TeleVatage Web Services o page If your Web server is a Widows NT 4.0 Server computer, istall the Widows NT 4.0 Optio Pack, which icludes IIS. You ca dowload the latest versio from Microsoft usig the istructios o page Your copy of Widows NT 4.0 Server may also cotai the Widows NT 4.0 Optio Pack. Note: IIS requires Widows Iteret Explorer 4.01 or later. If you eed to upgrade, Iteret Explorer 5.5 is icluded o the TeleVatage CD. See page 12-3 for istructios INSTALLING TELEVANTAGE

165 To istall Iteret Explorer 5.5 from the TeleVatage CD 1. Isert the TeleVatage CD. 2. Click Start > Ru. Type \TeleVatage Server\NetSetup\IE5\IE5Setup.exe, ad the click OK. 3. Follow the o-scree istructios to complete the istallatio. To istall Microsoft IIS o a Widows NT 4.0 server 1. Dowload the Widows NT 4.0 Optio Pack from: You may be asked to fill out a form with customer iformatio before dowloadig the software. 2. Ru the file to istall the optio pack. Choose the Typical istallatio. Follow the o-scree istructios to complete the istallatio. 3. If you are prompted to restart your computer, do so. Istallig TeleVatage Web Services 1. Close all applicatios ruig o the Web server. If you are istallig Web Services o the TeleVatage Server computer, shut dow the TeleVatage Server ad Dialogic System Service. You do ot eed to close your database server. 2. Isert the TeleVatage CD. The Master Setup program starts. If the CD is already iserted, start Master Setup program by ruig autoru.exe from the root directory o the TeleVatage CD. For iformatio about usig the Master Setup program, see Usig the istallatio programs o page 6-2. CHAPTER 12. INSTALLING TELEVANTAGE WEB SERVICES 12-3

166 3. Click TeleVatage Web Services. 4. Follow the o-scree istructios. 5. I the Setup Complete dialog box, click OK to complete the istallatio. TeleVatage Web Services starts automatically after istallatio ad wheever the Web server is restarted. Ruig the Web Cliet After TeleVatage Web Services is istalled, you ca ru the Web Cliet from ay Web browser by eterig the followig URL: Note: <Webserver> is the ame of the computer ruig the TeleVatage Web Services. Where to go ext Whe you have successfully istalled TeleVatage Web Services, go to Chapter INSTALLING TELEVANTAGE

167 CHAPTER 13 CHAPTER 13 AFTER INSTALLING TELEVANTAGE CHAPTER CONTENTS YourTeleVatagesystemsofar UistalligSQLServer Settig up ad cofigurig your TeleVatage system

168 Your TeleVatage system so far You should have already completed the followig tasks: Istalled the Widows Server Istalled Dialogic hardware, the Dialogic DNA 3.3 drivers, ad the driver updates Istalled ad cofigured the TeleVatage database server Istalled the TeleVatage Server Istalled the TeleVatage workstatio applicatios (optioal) Istalled TeleVatage Web Services o the TeleVatage Server to support the TeleVatage Web Cliet (optioal) Note: Be sure you have fiished all of the tasks before you proceed. Uistallig SQL Server 6.5 If you upgraded from TeleVatage 2.1 or earlier, you ca uistall Microsoft SQL Server 6.5 at ay time after you complete the database server istallatio described i Chapter 9. If you upgraded from TeleVatage 3.0 or 3.5, or if you istalled TeleVatage for the first time, you do ot eed to uistall. Note: Your Microsoft SQL Server 6.5 database was upgraded to a MSDE database whe you upgraded. Do ot uistall the Microsoft SQL Server 6.5 database util you are satisfied that the upgraded TeleVatage system is workig properly. At that time, you ca uistall Microsoft SQL Server 6.5. Uistallig Microsoft SQL Server 6.5 frees about 300 MB of disk space. The process does ot affect your ew database server i ay way. To uistall SQL Server Shut dow the TeleVatage Server ad the Device Moitor if they are ruig. 2. Stop the MSDE server usig the Widows Cotrol Pael. 3. Choose Start > Programs > Microsoft SQL Server Switch > Microsoft SQL Server Isert the TeleVatage 2.1 CD. Exit the autoru program if it starts. 5. Start the setup program which is located i the i386 directory (\mssql\i386\setup.exe). 6. Click Cotiue i the Welcome ad the SQL Server Already Istalled dialog boxes INSTALLING TELEVANTAGE

169 7. Select Remove SQL Server whe the Microsoft SQL Server 6.5 Optios dialog box opes. 8. Select Remove files from C:\MSSQL\ whe the ext dialog box opes. 9. Click Resume to uistall SQL 6.5 from the computer. 10. Choose Start > Programs > Microsoft SQL Server Switch > Microsoft SQL Server 7.0 to switch to MSDE 7.0. Note: The followig prompt may appear i a message box: The MSSQL Server Service did ot exist, so it has bee re-created. Please use the ope services cotrol pael to set ay user optios (such as logo ad startup type). Click OK if you see this message. 11. Choose Start > Programs > MSDE > Service Maager, ad verify that the MSSQL Server Service has Auto start service whe OS starts selected. 12. Click Start/Cotiue. Microsoft SQL 6.5 has bee completely removed from the computer. If you wat to chage the TeleVatage Server computer domai, see Appedix E, Chagig the Domai of the TeleVatage Server. Settig up ad cofigurig your TeleVatage system After you istall the TeleVatage compoets accordig to the istructios i this maual, you must set up ad cofigure your system usig the TeleVatage Admiistrator. See Admiisterig TeleVatage ad the TeleVatage Admiistrator olie Help. CHAPTER 13. AFTER INSTALLING TELEVANTAGE 13-3

170

171 Appedixes

172

173 APPENDIX A VOICE RESOURCE APPENDIX A USAGE IN TELEVANTAGE For large or iteratioal TeleVatage istallatios, you must determie the umber of voice resources that your system requires to support its voice processig ad dial toe eeds. TeleVatage uses a voice resource oly i the followig situatios: Whe playig or recordig voice files over the telephoe, icludig playig the telephoe commad prompts to a user or caller, ad whe a user plays or records voice mail, greetigs, voice titles, auto attedat greetigs, ad so forth. Audio files played over computer speakers do ot use voice resources. While playig toes, such as the dial toe, callbacks, or while collectig digits as the user dials them. For the half-secod it takes to sed caller ID or message-waitig iformatio to a CLASS phoe. For caller ID, this evet occurs oce per call. For message waitig lights, it occurs whe the light eeds to be lit ad agai whe it eeds to be ulit (a blikig light is cosidered lit). Whe users are logged i remotely from a truk, for the duratio of the call. They ca use the remote Flash commad (**) to trasfer a call ad release the voice resource. Whe a caller to a call ceter queue is waitig o hold. You ca choose to coserve voice resources i this case by choosig whe the queue offers special-key optios to callers. See TeleVatage Call Ceter Admiistrator s Guide. E1 CAS truks require a dedicated voice resource at all times.

174 Maximum possible voice resource use TeleVatage eeds eough voice resources to hadle the peak expected voice resource load o the system. The theoretical maximum peak load is all truks ad all statios requirig voice resources at the same time. O a 8-truk by 8-statio system, the maximum is 16 voice resources, which is the amout provided by a D/160SC-8LS board. However, actual peak loads are much less. I most situatios, a D/160SC-8LS board (8 truks) ca support up to 16 statios. Note that if all truks are busy usig voice resources (for example, leavig voice mail), ad a user picks up a statio, the user will ot get a dial toe ad will ot be able to get a truk by pressig the access code for a exteral call (usually 9). If this problem happes ofte, the remedy is to add more truks to your system. Voice resources by Dialogic board Dialogic boards come with both dedicated ad shareable voice resources as follows: Dedicated. The voice resource is associated with the truk. Shareable. TeleVatage ca use the voice resource as eeded for a statio or truk. If a aalog truk port o a board is ot coected to your phoe compay, or is disabled i the Widows registry, its dedicated voice resources become shareable. See Admiisterig TeleVatage for iformatio about TeleVatage Widows registry settigs. Dialogic boards have the voice resources show i the followig table. Dialogic Board Dedicated Voice Resources Shared Voice Resources D/80SC-4LS 4 4 D/160SC-8LS 8 8 D/160SC-LS 16 0 D/41ESC 4 0 D/41EPCI 4 0 D/120JCT-LS 12 0 D/240SC-T D/240PCI-T D/480SC-2T A-2 INSTALLING TELEVANTAGE

175 Dialogic Board Dedicated Voice Resources Shared Voice Resources D/300SC-E D/300PCI-E D/600SC-2E BRI/80SC 0 0 BRI/160SC 0 0 BRI/2VFD 0 4 D/80SC 0 8 D/160SC 0 16 D/240SC 0 24 D/320SC 0 32 D/80SC-PCI 0 8 D/320SC-PCI 0 32 Importat: BRI boards supply o voice resources. Therefore, you must istall extra voice resources if you wat to use BRI boards with TeleVatage. Extra voice resources are also recommeded with the D/41ESC board. Gaiig extra voice resources Admiistrators of large or iteratioal TeleVatage istallatios ofte must aalyze usage patters of callers ad users before determiig voice resource requiremets. These istallatios typically have may statios, ad they ofte use Dialogic boards that oly have oe voice resource per truk (D/41ESC, D/240SC-T1, D/300SC-E1, ad so forth.). To obtai additioal voice resources to support the eeds of extra statios, you ca do the followig: Add a voice resource-oly board such as a D/80SC or D/240SC board. Add a regular D/41ESC or other aalog board as a resource-oly board, or do ot attach truks to several of the truk ports o the board. The dedicated voice resources for uattached truks ca be used by TeleVatage as shared resources. Add a dual T1 or E1 card, ad do ot coect the secod chael to truks. Doig this frees the 24 or 30 voice resources for shareable use. APPENDIX A. VOICE RESOURCE USAGE IN TELEVANTAGE A-3

176 If you are usig E1 CAS o a E1 board ad wat to dedicate some of its voice resources to statios, you must reserve the Dialogic devices o the E1 board as described i Admiisterig TeleVatage. If you do ot reserve the Dialogic devices, TeleVatage will dedicate those voice resources to the E1 truks. Cofigurig the D/41ESC board for truk or voice resource use Whe cofigurig a D/41ESC board, set the board as follows: Froted. If you will be pluggig truks ito the board. Route resource to SC bus. If you will be usig the board just for the voice resources. A-4 INSTALLING TELEVANTAGE

177 APPENDIX B CONFIGURING ISDN APPENDIX B AND E1 CAS LINES Maually specifyig E1 CAS protocols Use the followig procedure oly if you are usig a E1 board with the CAS protocol ad the E1 CAS protocol formats of your coutry do ot match the followig formats: Iboud protocol. <coutry code>_r2_i Outboud protocol. <coutry code>_r2_o For example, i Argetia the format should be: ar_r2_i ar_r2_o TeleVatage expects protocols to be amed i this format, so if your protocol ames are differet (for example, <coutry code>_r2_io), you must maually eter them i the Widows registry as follows: 1. Ru Regedit. 2. Create the directory HKEY_LOCAL_MACHINE\Software\Artisoft\TeleVatage\Server\ DTIBoard\GlobalCall\ where is the sequetial umber of the E1 board i your computer by Board ID. For example, a Board ID of 0 would be board umber 1, a secod board with Board ID 1 would be board umber 2, ad so o. 3. I the directory (GlobalCall), create the followig values: IProtocol=<Iboud E1 protocol used i your coutry> OutProtocol=<Outboud E1 protocol used i your coutry> For example, i Chile the values are set as follows: IProtocol=cl_r2_io OutProtocol=cl_r2_io

178 If you do ot eter the E1 CAS parameters used i your coutry i the Widows registry, TeleVatage attempts to use its expected amig format, based o the coutry you specified whe cofigurig the E1 Board i Chapter 8. Optimizig ISDN protocols Some sites may eed to modify the ISDN parameters used for outgoig calls so that their ISDN truks will work with TeleVatage. Dialogic provides the followig two troubleshootig utilities for diagosig problems o a ISDN lie. Both utilities are icluded o the TeleVatage CD: The Dialogic Makecall Utility (DMU) The Dialogic ISDIAG utility To troubleshoot problems o your ISDN lie 1. Try placig calls o the ISDN lie via TeleVatage after istallig TeleVatage accordig to this maual ad cofigurig it accordig to Admiisterig TeleVatage. If calls from TeleVatage work, there is o eed to troubleshoot your lie. 2. Ask your ISDN carrier for the optimal protocol values for your lie. Eter them ito the Widows registry as described i Chagig TeleVatage ISDN protocol parameters o page B If calls from TeleVatage still fail, use the DMU to determie the protocol values for your lie. See the ext sectio, Usig the Dialogic Makecall Utility.. 4. If calls from the DMU fail, use ISDIAG to determie why the Dialogic board caot commuicate with your ISDN lie. See Usig ISDIAG o page B-3. Usig the Dialogic Makecall Utility The Dialogic makecall Utility (DMU) is icluded o the TeleVatage CD i the Dialogic\Support\DMU directory. To ru it, copy the etire DMU directory from the TeleVatage CD to your hard drive, ad the ru the file DMU.exe, which is i the DMU directory. Importat: The pathame for the DMU directory must ot cotai log file ames. Copy the DMU directory to your local drive or aother path cotaiig oly short file ames. For istructios o usig the DMU, see its Help file, DMU.hlp, ithedmu directory. B-2 INSTALLING TELEVANTAGE

179 Usig ISDIAG Note: The DMU works best with oly oe ISDN board i the computer. If you have multiple ISDN boards istalled, you may have problems ruig the DMU. If you are able to make calls successfully usig the DMU, you do ot eed to use ISDIAG. Eter the correct protocols i the Widows registry as described i Chagig TeleVatage ISDN protocol parameters o page B-5. Use ISDIAG oly if you have already tried the DMU ad are still uable to solve your ISDN lie problems. With ISDIAG you ca place test calls o a ISDN lie ad geerate a trace that provides valuable feedback to your carrier o the cause of failed calls. Note: After ruig ISDIAG, be sure to shut dow the Dialogic drivers ad restart them before startig the TeleVatage Server. If you do ot do this, the TeleVatage Server does ot iitialize the data chael at startup, which may cause upredictable results. To ru ISDIAG 1. O the TeleVatage Server computer, ope a commad prompt widow. 2. Go to the followig directory: C:\Program Files\Dialogic\BIN Note: This is the default directory. If you specified a differet directory for the Dialogic drivers whe you istalled them, go to that locatio istead. APPENDIX B. CONFIGURING ISDN AND E1 CAS LINES B-3

180 3. Eter ISDIAG. The sytax for lauchig ISDIAG appears, as show i the ext figure. 4. Eter ISDIAG followed by the appropriate codes. For example: ISDIAG 1 1 t s v Doig this lauches ISDIAG to test the first chael o the first board, where the board is a T1 board o a SCbus coectio, usig the voice optio. The meu show i the ext figure appears. B-4 INSTALLING TELEVANTAGE

181 For iformatio about usig the ISDIAG meu to test calls ad geerate trace iformatio, see the followig documet o the Dialogic techical support Web site: Chagig TeleVatage ISDN protocol parameters Whe you have determied the protocols that your ISDN lie requires to make ad receive calls, you ca update TeleVatage with those protocols by usig the TeleVatage Admiistrator. Use the followig procedure if you were able to determie the correct protocols whe you used the DMU: 1. I the TeleVatage Admiistrator Truks view, right-click a truk i the ISDN spa that you wat to update ad choose Ope Spa. 2. Click the Tuig tab. 3. Update the ISDN protocols i oe of the followig ways: Automatically. If you were able to determie the correct protocols usig the DMU, you ca import all of those protocols at oe time. Click Import, ad the choose the file Outboud_mcb.txt from the DMU/Output directory. Maually. To edit a idividual protocol, click the cell for that protocol. Choose the ew value from the drop-dow list. 4. Click OK. APPENDIX B. CONFIGURING ISDN AND E1 CAS LINES B-5

182 Istallig ad Cofigurig E1 CAS Truks Use the followig procedure oly if you are istallig ad cofigurig a Dialogic D/300SC E1 or D/300PCI E1 iterface card to support chael-associated sigalig (CAS). Protocol cofiguratio To cofigure a E1 lie usig CAS, first determie which sigalig protocol you will be usig. The sigalig protocol variats supported by Dialogic are cotaied ad described i the Globalcall Coutry Depedet Protocols Package This package ca be dowloaded from: ex.htm The Dialogic Web site icludes liks to the software, release otes, ad referece guide. I the referece guide, Dialogic lists the protocol variats supported by coutry. The followig three types of files are icluded for each protocol: A shared protocol module (*.dll) is the executable file that implemets the protocol. A Voice & etwork parameter file (*.prm) describes locatio-specific values of iterest to the firmware. A coutry-depedet parameter file (*.cdp) describes the locatio-specific values related to the sigalig protocol. The.cdp file should be located oly uder the directory defied i eviromet variable DLCFGPATH, by default \Program Files\Dialogic\Cfg. Dialogic uses the covetios show i the followig table to ame these files. Stadard file ame Voice & Network Parameter File Shared Protocol Module Coutry-depedet Protocol File IPTK1_E1_mc.PCD file cc_0.prm cc_tt_d.dll cc_tt_d.cdp cofig.val B-6 INSTALLING TELEVANTAGE

183 Where: cc ISO Coutry Code tt Protocol Type: em T1 E&M DTMF R2 protocols may be bi-directioal ad also have a set of uidirectioal files for a particular coutry. For example, the Mexico R2 uidirectioal protocol files are mx_r2_i.cdp ad mx_r2_o.cdp, the shared protocol files are mx_r2_i.dll ad mx_r2_o.dll, ad the parameter file is mx_300.prm.for the Mexico bi-directioal R2 protocol, the mx_300.prm file is still used, but the shared protocol module is mx_r2_io.dll, ad the coutry depedet protocol file is r2_io.cdp. I geeral, whe a bi-directioal protocol exists for a give coutry, it is the preferred implemetatio. mf r2 r1 e1 sw T1 E&M MF R2 MFC R1 MFC Pulse, MF SOCOTEL, or other Switch-specific d Directio: i Iboud Number of Chaels/Spa o io Outboud Bi-directioal APPENDIX B. CONFIGURING ISDN AND E1 CAS LINES B-7

184 To cofigure the Dialogic Iterface Card 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it (see Usig the Dialogic Cofiguratio Maager o page O the Iterface tab, make sure that the ISDNProtocol parameter is set to Noe. B-8 INSTALLING TELEVANTAGE

185 3. O the Coutry tab, select the Coutry parameter. 4. Select the coutry associated with the protocol variat you are usig from the Value drop-dow list. Based o the value you select, by default, the system attempts to use the uidirectioal implemetatio of the R2 MFC protocol for that coutry, correspodig to the files cc_tt_i ad cc_tt_o. A bidirectioal R2 protocol implemetatio is preferred, if it exists. The correspodig files start with cc_tt_io. To use a bi-directioal R2 protocol, or ay o-r2 protocol, modify the followig Widows registry key: HKLM\Software\Artisoft\TeleVatage\Server\DTIBoard\GlobalCall\ APPENDIX B. CONFIGURING ISDN AND E1 CAS LINES B-9

186 Where is the board umber assiged to the E1 digital iterface card you are usig, the two values show i the followig table should be added uder the key. Value IProtocol OutProtocol Data cc_tt_d cc_tt_d 5. If your locatio uses A-law PCM Ecodig, click the Telephoy Bus tab. 6. Select the parameter PCMEcodig adtheselectalawfrom the Value drop-dow list. Note: It is ot ecessary to explicitly specify the *.prm file i the Parameter File field of the E1 card's Misc tab of the DCM,. To cofigure the Truks see Admiisterig TeleVatage. 7. Click OK. B-10 INSTALLING TELEVANTAGE

187 APPENDIX C USING TELEVANTAGE APPENDIX C WITH MICROSOFT TERMINAL SERVER Microsoft Termial Server ca be used i oe of two modes: Applicatio Server or Remote Admiistratio. Both of these modes ca be used with TeleVatage, as follows: Applicatio Server. I this mode, remote computers ca be used as termials for programs ruig i a multisessio eviromet o a applicatio server. For example, several users o remote computers ca start termial sessios to ru the TeleVatage Cliet. Each sessio starts a ew istace of the Cliet, ad all istaces of the Cliet ru simultaeously o the applicatio server. No TeleVatage software is required o the remote computers. Both the TeleVatage Admiistrator ad TeleVatage Cliet are compatible with the multisessio eviromet provided by Termial Server. See the ext sectio for details. Note: The TeleVatage TAPI Service Provider ad Cotact maager Assistat is ot supported o Microsoft Termial Server/Citrix MetaFrame. Remote Admiistratio. I this mode, you ca use a remote computer to access a server over the etwork just as if you were sittig at the server cosole. Remote Admiistratio ca be used to perform upgrade ad maiteace tasks remotely. For details, see Usig Termial Server for remote admiistratio o page C-4. Istallig TeleVatage o a applicatio server Bear the followig cosideratios i mid whe you set up a applicatio server for TeleVatage: The applicatio server should ot be the same computer as your TeleVatage Server. Applicatios should ot be istalled i the same partitio as the Widows system. I most cases, Widows will be istalled o your C: drive ad applicatios will be istalled o a D: drive. The D: drive ca either be a separate hard disk or aother partitio o the same disk as the C: drive.

188 Always use Add/Remove Programs (located o the Widows Cotrol Pael) to istall programs. This esures that the programs are set up properly for multisessio use. Istallig applicatios o a Widows 2000 server To istall the TeleVatage workstatio applicatios o a Microsoft Widows NT Termial Server, use the followig procedure: 1. At the Termial Server computer, ope the Widows Cotrol Pael ad click Add/Remove Programs. 2. I the Istall/Uistall tab, click Istall. 3. I the Istall Program dialog box, click Next, ad the click Browse. 4. I the Browse dialog box, go to the TeleVatage istallatio directory. The default locatio is: \\<TeleVatage Serverame>\Netsetup 5. Select either admi.exe or cliet.exe, depedig o the workstatio applicatio that you wat to istall. 6. (server\etsetup by default) ad select either admi.exe or cliet.exe. 7. Click Fiish, ad the proceed with the istallatio. Add/Remove Programs will make sure that the applicatio is set up for multisessio use. 8. If you wat to istall more tha oe applicatio, close Add/Remove Programs ad restart it for each ew applicatio that you wat to add. Istallig applicatios o a Widows NT server To istall the TeleVatage workstatio applicatios o a Microsoft Widows NT Termial Server, use the followig procedure: Note: This procedure ca also be used with Citrix MetaFrame. 1. At the Termial Server computer, ope a commad prompt widow ad type chage user /istall. 2. Stop all ODBC-depedet services icludig, but ot limited to, IIS, SQL Server, SQL Server Eterprise Maager, Termial Server licesig service, ad the ODBC Admiistrator. 3. Istall MDAC 2.6 SP1 by ruig the file <Serverame>\NetSetup\Mdac26\Mdac_typ.exe, where <Serverame> is your TeleVatage Server computer. C-2 INSTALLING TELEVANTAGE

189 Follow the o-scree istructios to istall MDAC with the Complete optio. 4. With this istallatio widow still ope, ru the applicatio compatibility script by ruig the followig file: C:\Applicatio Compatibility Scripts\Istall\Odbc.cmd 5. Fid the followig file: C:\Applicatio Compatibility Scripts\rootdrv2.cmd If that file is ot preset, repeat step 4, ad it should appear. Whe you have located the file, edit it i Notepad ad add the followig lie to the ed of the file: Set RootDrive=W: Istead of W:, you ca use ay uused drive letter. Save ad close the file whe you are doe. 6. Ru the followig file agai: C:\Applicatio Compatibility Scripts\Istall\Odbc.cmd 7. Retur to the fial widow of the MDAC 2.6 istallatio. Click Restart Widows. 8. If you see the followig error message after restartig your computer, click OK, ad the restart your computer agai. 9. At the Termial Server commad prompt, type chage user /istall. 10. Istall ay of the TeleVatage workstatio applicatios, such as the TeleVatage Cliet, from the TeleVatage Server NetSetup directory. For detailed istructios, see Chapter At a commad prompt, type chage user /execute. The Termial Services Cliet o Widows 2000 Remote computers use the Termial Services Cliet to ru sessios i Termial Server. I Widows 2000, you have a choice betwee two differet versios of the Termial Services Cliet, as follows: APPENDIX C. USING TELEVANTAGE WITH MICROSOFT TERMINAL SERVER C-3

190 Termial Services Cliet. The stadard Termial Services Cliet is provided with Termial Server. To istall it, you must create a set of istallatio disks with Termial Server Cliet Creator. You ca use this optio if you do ot wat to istall Microsoft Iteret Explorer. Termial Services Advaced Cliet (TSAC). The Termial Services Advaced Cliet (TSAC) is a ActiveX cotrol that ca be used to ru Termial Services sessios withi Microsoft Iteret Explorer. It provides almost the same fuctioality as the full Termial Services Cliet, but is desiged to deliver this fuctioality over the Web. TSAC is somewhat easier to istall because you do ot have to create ad use a set of floppy disks. The TSAC istallatio package ca be dowloaded from the Microsoft Web site at: recommeded/tsac/default.asp Usig Termial Server for remote admiistratio I Remote Admiistratio mode, you ca use a remote computer to access a server over the etwork just as if you were sittig at the server cosole. Remote Admiistratio ca be used to perform upgrade ad maiteace tasks remotely. Whe you start a sessio, your remote termial may ot be aware of applicatios that are already ruig o the server ad will ot display them o the cosole or i the task maager. This does ot apply to all applicatios. For example, either the TeleVatage Cliet or the Admiistrator would be visible, but the TeleVatage Device Moitor would be visible i the system tray. Before attemptig to upgrade a applicatio, you should restart the server to make sure the applicatio is o loger ruig. C-4 INSTALLING TELEVANTAGE

191 APPENDIX D TROUBLESHOOTING APPENDIX D This appedix cotais iformatio that may be helpful whe you are troubleshootig problems with various TeleVatage compoets. It is divided ito the followig sectios: TeleVatage system overview. Troubleshootig telephoe problems. Troubleshootig Dialogic problems. Troubleshootig database server problems. Troubleshootig TeleVatage Server problems. Troubleshootig Robbed Bit T1 problems. Troubleshootig ISDN PRI T1/E1 problems. Other troubleshootig topics.

192 TeleVatage system overview The followig figure shows the logical structure of a TeleVatage Server. Uderstadig this iformatio will be helpful whe you are tryig determie the sigificace of system behavior whe you are troubleshootig problems. The TeleVatage Server coects to a user by meas of two differet physical sets of wirig: Phoe wire coects the statio telephoe to the Server (by meas of the MSI board ad BCP coectio pael). The etwork coects the Cliet software to the Server. Whe troubleshootig etworkig problems, it is importat to keep i mid that TeleVatage uses three kids of commuicatio betwee the TeleVatage Server ad the TeleVatage Cliet or TeleVatage Admiistrator. As show i the previous figure, the etwork coectio betwee the Server ad the TeleVatage Cliet software is actually a exus of three differet logical coectios: The Server software ad the Cliet software commuicate usig DCOM. The Cliet accesses voice files stored o the Server through file sharig. The MSDE Cliet software, which is embedded i the TeleVatage Cliet, commuicates with the MSDE database o the Server usig its ow IPC protocol. D-2 INSTALLING TELEVANTAGE

193 Uderstadig these differet data paths ca be importat i uderstadig ad troubleshootig the TeleVatage system. For example, the previous diagram shows that if a user ca liste to voice mail messages usig the telephoe commads, but caot do so usig the Cliet, problems with file sharig or accessig the MSDE database may be the cause. To solve the problem, you would check the file sharig privileges by usig Widows Explorer to examie files o the Server machie. Reportig problems For iformatio about how to report problems, see Admiisterig TeleVatage. Troubleshootig telephoe problems Possible causes for the error message, I m sorry, the other party rejected the call icludig the followig: The call is placed o a IP truk, ad the receivig party does ot have a IP phoe. Noe of the truks at the receivig ed are cofigured to accept icomig calls. A outboud call is placed o a ISDN lie, but the switch seds TeleVatage a discoect message before the call is coected to the iteded recipiet. Troubleshootig Dialogic problems Dialogic drivers do ot start If you are uable to start the Dialogic drivers after they are istalled, do the followig: Check the Widows NT devices, usig the Widows NT Diagostics tool, to esure o other device is usig the IRQ assiged to the Dialogic drivers. Be sure to access the etwork with the Dialogic drivers ruig to esure the IRQ is ot coflictig with the etwork card. IRQ coflicts ca also cause the system to crash. If all the phoes rig for approximately secods whe the Dialogic drivers are started, the MSI boards are ot gettig power from the MSI power supply. Check the power supply, the fuse, ad so forth. You may eed a differet power supply. APPENDIX D. TROUBLESHOOTING D-3

194 DCM fails to detect a D/41ESC board The Dialogic Cofiguratio Maager is occasioally uable to automatically detect a board. If you ecouter this problem, maually add the board, as follows: 1. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page Choose Actio > Add Device. 3. I the Add Hardware Wizard dialog box, uder Family, selectd/x1e. 4. From the Model list, select D/41ESC. 5. Click Next. 6. Eter a ame to idetify the board, for example, First D/41ESC. Click Next. 7. I the Properties dialog box, select the appropriate parameters for the board. For RXGAIN settigs, see Cofigurig aalog truk boards o page Click OK. The ext time you start the DCM, it will automatically detect the D/41ESC board ad ay other D/41ESC boards i your system. Troubleshootig mixed CTbus board systems If your system uses CTbus (H.100) Dialogic boards, ad you experiece problems with board detectio or operatio, you may eed to chage the order of your boards i the computer chassis. Determie your board type. A board with a H.100 coector ca be either a H.100 board or a SCbus board. To determie which type it is, check to see if there is a dedicated CTbus ASIC chip (-OKI ML53812-x) located withi 2 iches of the H.100 coector. If there is oe, it is a H.100 board. If there is ot such a chip, it is a SCbus board. For more assistace i idetifyig the type of board you have, cotact Dialogic techical support. Isert your boards i the correct order. Perform this step oly if oe or more boards i your system are H.100 boards. If o H.100 boards are i your system, the board order does ot matter. D-4 INSTALLING TELEVANTAGE

195 The appropriate order for the boards i your PCI slots is as follows: SCbus boards with SCbus coectors (26-pi) must be placed closest to the ISA slots i the chassis. (If your chassis has o ISA slots, place the boards farthest to the right, whe viewed from the face plates of the boards.) H.100 boards with H.100 coectors (68-pi) must be ext. SCbus boards with H.100 coectors (68-pi) must be ext. PCI boards ot recogized at Server startup Widows NT or 2000 systems detect but do ot recogize Dialogic PCI boards. As a result, whe you restart a Server i which you have istalled Dialogic PCI boards, the Dialogic Device Maager detects the boards ad starts the Foud New Hardware wizard. The wizard prompts you to istall drivers for the ukow PCI device. Importat: Do ot uder ay circumstaces use the Foud New Hardware wizard to istall drivers for Dialogic boards. To elimiate this behavior: 1. Click Cacel to close the Foud New Hardware wizard. The TeleVatage Server startup completes. 2. If the Dialogic Cofiguratio Maager is ot already ruig, start it accordig to the istructios o page Choose Actio > Auto Detect Devices. 4. Start the Dialogic drivers by clickig the gree butto o the toolbar. 5. Exit DCM, ad restart the TeleVatage Server. 6. Whe the Foud New Hardware wizard starts, click Next. 7. Select Search for a suitable driver for my device. Click Next to cotiue. 8. Deselect the Floppy ad CD-ROM checkboxes, as well as all other selected hardware. Click Next to cotiue. 9. Select Disable the Device. Disablig the device prevets the wizard from startig durig subsequet Server restarts. 10. Click Fiish. APPENDIX D. TROUBLESHOOTING D-5

196 Troubleshootig database server problems If you caot coect to or load the database server, verify the followig: The system was restarted after Microsoft MSDE was istalled ad the MSDE service is ruig. The correct MSDE password was etered durig istallatio. (The password is etered if you followed the istallatio istructios.) Cotact your TeleVatage provider for assistace. Troubleshootig TeleVatage Server problems If you are ecouterig problems after successfully istallig the TeleVatage Server, check the followig: Is there sufficiet free disk space o the drive cotaiig the vfiles directory? Is there sufficiet free database space? (Choose Tools > System Settigs ad click the Storage tab to check.) What is the accessibility of database, voice files, ad shares o the etwork? Ca the server be piged? (Try eterig C:\pig <Serverame> from a DOS prompt.) Specific coditios ad remedies TeleVatage Service will ot start. Verify that the accout (valid licese) from which the user is tryig to start the TeleVatage Server has admiistrator privileges. Device Moitor does ot appear whe the Device Moitor meu item is selected. Click the Device Moitor ico i the system tray (lower right area of the task bar). By default, the Device Moitor starts miimized. Uable to fid libdxxmt.dll error displayed whe startig Server. This error idicates that the Dialogic drivers are ot properly istalled ad started. Reistall the drivers accordig to the istructios. A truk or statio displays a Error! i Device Moitor. The truk or statio is experiecig a error from which it caot automatically recover. Use the Device Moitor Restart commad to reiitialize the device. All statios show Error! whe the system is started. The power supply is ot coected to the BCP coectio pael. Coect the power supply. D-6 INSTALLING TELEVANTAGE

197 Fait music heard o calls. This problem is probably due to radio iterferece. Istall a Radio Shack RF Filter (Part Number ) o the user ed betwee the jack ad the phoe, which should correct the problem. All icomig calls hear a busy sigal but the phoes are ot busy. Use the Services ico o the Widows NT Cotrol Pael to esure the Dialogic service is ruig. Whe Dialogic boards are powered up ad o drivers are preset, the reactio to icomig calls is cotrolled by the settig of the hook-state switch (SW1) o the boards. This switch may be set to geerate a busy sigal. Gateway calls betwee TeleVatage Servers failed. See If you are upgradig ad usig a IP Gateway coectio o page Troubleshootig Robbed Bit T1 problems TeleVatage supports Robbed Bit T1 spas. These istallatios ofte require sigificat cofiguratio work because of the ature of Robbed Bit protocols. This sectio covers orderig ad troubleshootig Robbed Bit T1 spas o TeleVatage systems. Obtaiig details about your T1 spa It is critical to have the right sigallig iformatio for your T1 spa. The followig questios should be submitted to your T1 carrier so that you have the correct iformatio. It is importat that you speak with a switch techicia whe you call your carrier. Icomig calls: What are the A ad B bits set to whe you receive a icomig call? Lie drop: What are the A ad B bits set to whe the caller hags up? Iboud pickup: What do I have to set the A ad B bits to i order to seize the lie whe a icomig call is detected? Does the CO respod by sedig back additioal sigals? If Yes, what are the lie's A ad B values set to? Do I have to respod agai with aother bit sigal? If Yes, what is it? APPENDIX D. TROUBLESHOOTING D-7

198 Outboud pickup: What do I have to set the A ad B bits to i order to seize the lie to place a call? Does the CO respod by sedig back additioal sigals? If Yes, what are the lie's A ad B values set to? Do I have to respod agai with aother bit sigal? If Yes, what is it? Hagup: What do I have to set A ad B bits to i order to hag up the lie? Does the CO respod by sedig back additioal sigals? If Yes, what are the lie's A ad B values set to? Do I have to respod agai with aother bit sigal? If Yes, what is it? Iitialize: What are the settigs of the lie's A ad B bits whe the lie is idle? Digit collectio (if applicable): What sigal should TeleVatage sed to idicate that it is ready to receive the digit strig? What is the format of the icomig ANI/DID strig, icludig ay filler characters? Do you use fixed or variable format strigs? If you use variable format strigs, what is the delimiter character? What is the Trasmit ad Receive Wik Defiitio? Is digit sigalig DTMF or MF? D-8 INSTALLING TELEVANTAGE

199 Troubleshootig ISDN PRI T1/E1 problems TeleVatage supports ISDN PRI T1/E1 spas. Although these ted to be more straightforward to cofigure ad test tha their Robbed Bit couterparts, some special utilities are available to troubleshoot these cofiguratios. Cofigurig your ISDN PRI T1/E1 spa Cofigurig the protocol to be used for ISDN PRI T1/E1 spas is doe at istall time, whe you cofigure the Dialogic drivers. Note: Remember to check ISDN Package ad GlobalCall API Package whe istallig the Dialogic drivers from the TeleVatage CD. Specify your protocol with the Dialogic Cofiguratio Maager (DCM). Testig ad optimizig ISDN PRI T1/E1 spas TeleVatage supports two Dialogic utilities to help trace ad debug your ISDN spa. Details about these utilities ca be foud i Appedix C ad o the Dialogic support Web site ( Dialogic MakeCall Utility (DMU) This utility allows you to test iboud ad outboud calls o a ISDN PRI spa. It is icluded o the TeleVatage CD ad available for dowload from ISDIAG If you have tried the DMU ad are still uable to place or receive calls, ru the ISDIAG utility. Detailed diagostic iformatio is provided. ISDIAG is a DOS-based applicatio that will moitor a sigle chael o the ISDN T1/E1 spa. Modificatios to your ISDN protocol You ca modify the protocol used usig Widows registry settigs. For a list of modifiable parameters ad their Widows registry etries, see Appedix B. APPENDIX D. TROUBLESHOOTING D-9

200 Other troubleshootig topics ICMP pig failure This sectio describes several other problems that you may ecouter. TeleVatage cliet applicatio etworkig compoets ofte do a ICMP (Iteret Cotrol Message Protocol) pig to determie if the TeleVatage Server computer is alive o the etwork before attemptig a DCOM coectio. This is doe because DCOM coectios ca take a sigificat amout of time to fail i the evet that the Server computer is ot available. If the pig fails, a DCOM coectio is ot attempted. This pig ca fail for a variety of reasos, icludig those ot related to the Server computer ot beig available. For example, the pig is implemeted usig a raw socket. O Widows NT platforms, opeig a raw socket requires admiistrative privileges o the local computer. Whe a user starts a TeleVatage cliet applicatio without admiistrative privileges o the local computer, the cliet applicatio would fail to pig the Server. This specific example has bee addressed i TeleVatage 4.0. I TeleVatage 4.0, a DCOM coectio will still be attempted if raw socket creatio fails due to a permissios issue. Precoditios Symptoms Resolutio Noe The TeleVatage cliet applicatio will either fail to start or ot perform certai fuctios. The followig error(s) will be observed i the TeleVatage Cliet or Admiistrator logs (TVCliet.txt or TVAdmi.txt respectively). WSASocket() failed; error 0x d: Cliet Error Call Stack Error 702 (RPC is ot iitialized.): The resolutio for this issue is to disable the pig performed by the TeleVatage cliet-side etworkig compoets. This is doe via the followig Widows registry settig. [HKEY_LOCAL_MACHINE\SOFTWARE\A rtisoft\televatage\cliet\ser ver] "PigTimeout"= 0 D-10 INSTALLING TELEVANTAGE

201 RPCSS deadlock o Widows 9x Platforms RPCSS is the DCOM resolver/ed-poit mapper process that must be ruig before ay remote DCOM calls ca be made. Whe usig Widows 9x platforms (such as Widows 98 versios) ad ruig old versios of DCOM, the RPCSS process ca become deadlocked. The TeleVatage cliet applicatio etwork compoets have a work-aroud for this problem that kills ad restarts the RPCSS process. This work-aroud ca sometimes cause problems because it sometimes kills RPCSS whe it is ot really deadlocked. This ofte happes o slow cliet computers or computers that have a low badwidth coectio to the server computer. Precoditios Symptoms Resolutio Widows 9x operatig system istalled o cliet computer (Widows 98 ad Widows 98SE). The TeleVatage cliet applicatio will fail to start or will be uable to perform certai fuctios. The followig error(s) will be observed i the TeleVatage logs. I TVIfo.txt: Automatio error I TVComLog.txt: Try to kill rpcss.exe Killed rpcss.exe AtlAdvise("{1D7D EC-11D1-B C0E8CC}") failed; HRESULT 0x800706ba: The RPC server is uavailable. There are two possible resolutios to this problem--pre-lauch RPCSS ad delay the killig of RPCSS. Resolutio #1: Pre-lauch RPCSS O Widows NT platforms, RPCSS is a service that is started whe the computer starts, while o Widows 9x platforms, RPCSS is started o a as-eeded basis. This delay-load ca cause the deadlock issue or geerate the RPC server is uavailable error. The work-aroud for this problem is to pre-lauch RPCSS.EXE before ay TeleVatage cliet applicatios are started. A coveiet place to set this is i the Widows registry at HKEY_LOCAL_MACHINE\Software\Microsoft\Widows\CurretVersio\Ru, which lauches whe the shell loads, or HKEY_LOCAL_MACHINE\Software\Microsoft\Widows\CurretVersio\RuSer vices APPENDIX D. TROUBLESHOOTING D-11

202 which lauches immediately whe the machie restarts ad before you log o. Add a amed value (ay ame) ad a value of Rpcss.exe. Resolutio #2: Delay the killig of RPCSS Whe RPCSS is beig killed prematurely, the followig Widows registry settig may be used to delay the time before which it is killed. If the cliet computer is slow or has a low badwidth coectio (such as VPN) to the Server, try this: [HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVatage\Cliet\SecBridge] "RpcssHugTimeout"="300000" The default value if o registry settig is preset is (25 secods), ad ay settig above is 5 miutes. Microsoft WiSock Proxy problems Microsoft WiSock Proxy blocks local UDP traffic Microsoft Proxy Server is a gateway to the Iteret that allows multiple workstatios o a sigle etwork to share oe Iteret coectio. MS Proxy Server ca sometimes block UDP (User Datagram Protocol) traffic o the etwork. If DCOM is cofigured to use UDP first ad UDP traffic is blocked by MS Proxy Server, TeleVatage cliet applicatios may ot be able to establish a DCOM coectio with the Server. Precoditios Symptoms Resolutio MS Proxy Server istalledothe etwork. The followig error(s) will be visible i the TeleVatage logs. I TvIfo log: Automatio error I TVComLog.txt: AtlAdvise("{1D7D EC-11D1-B C0E8CC}") failed; HRESULT 0x800706ba: The RPC server is uavailable. Move Coectio-orieted TCP to the top of the DCOM protocol list. See To chage the protocol to TCP o a Widows computer o page D-12 INSTALLING TELEVANTAGE

203 Microsoft WiSock Proxy cliet DLL causes deadlock i RPCSS Microsoft Proxy Server is a gateway to the Iteret that allows multiple workstatios o a sigle etwork to share oe Iteret coectio. RPCSS is the DCOM resolver/ed-poit mapper process. MS Proxy Cliet ca sometimes cause a deadlock i RPCSS. Precoditios Symptoms Resolutio MS Proxy Cliet is istalledothe cliet computer. TeleVatage Cliet hags at the splash scree. Uistall MS Proxy Cliet. Hag up ot beig detected Not all CO lies idicate a discoect i the same way. Most will drop loop curret (which is fairly easy to detect) but some may do other thigs, icludig: Go silet Play a dial toe Play a reorder toe Play some other kid of toe To determie the discoect toes, see Admiisterig TeleVatage. Caot start Admiistrator to backup the TeleVatage database If you are uable to start the Admiistrator, you ca still back up the TeleVatage database by ruig the Admiistrator from the commad lie. From Start > Ru, eter the path of the applicatio i quotes, ad the eter the /backup commad, that is, \\<system ame>\c\program Files\TeleVatage Admiistrator\TVAdmi.exe /backup. Uable to start the TeleVatage Cliet or Admiistrator This problem ca occur whe you attempt to start TeleVatage Cliet or Admiistrator. The Uable to Start dialog box opes, ad prompts you to ru TVCofig to cofigure the TeleVatage Server to accept TCP/IP coectios. This problem occurs whe there is a mismatch betwee the Cliet machie ad the Server machie. APPENDIX D. TROUBLESHOOTING D-13

204 By default Microsoft SQL Server oly accepts coectios o amed pipes. Ay other protocol will be rejected. This particular cliet (probably because it is used to coect to Microsoft SQL Servers o the iteret) is set to use TCP/IP for the etwork library. Resolutio You ca resolve this problem i the followig ways: Set the default etwork library o the cliet machie to be amed pipes. Cofigure the Cliet to override the default of TCP/IP with amed pipes whe the Server ame is TeleVatage. Cofigure the Server to accept TCP/IP coectios. To set the default etwork library o the cliet machie to be amed pipes 1. Go to the Microsoft SQL Server program group o the cliet machie ad ru the Microsoft SQL Cliet Cofiguratio Utility. 2. Click the Net Library tab. 3. Select Named Pipes i the drop-dow list for the default etwork. 4. Click Doe. The cliet ow coects to the Microsoft SQL Server. To cofigure the Cliet to override the default of TCP/IP with amed pipes whe the Server ame is TeleVatage 1. Go to the Microsoft SQL Server program group o the cliet machie ad ru the Microsoft SQL Cliet Cofiguratio Utility. 2. Click the Advaced tab. 3. At the bottom of the widow, type the TeleVatage Server ame i the Server field. 4. At the bottom of the widow, select Named Pipes for the DLL Name field. 5. Click Add/Modify at the top of the widow. You should see TeleVatage:dbmptw i the Curret Etries list. 6. Click Doe ad the verify that both the TeleVatage Cliet ad Server are ruig. D-14 INSTALLING TELEVANTAGE

205 To cofigure the server to accept TCP/IP coectios 1. Go to the Microsoft SQL Server program group o the Server ad ru Microsoft SQL Setup. 2. Click Cotiue i the first two widows. 3. Select Chage Network Support ad click Cotiue. 4. Check the TCP/IP lie i the protocol list ad click OK. 5. Click Cotiue to cofirm the amed pipes protocol cofiguratio. 6. Click Cotiue to cofirm the TCP/IP protocol cofiguratio. 7. Click Exit to NT. 8. Stop the TeleVatage Server, stop ad restart the Microsoft SQL Server, ad the start the TeleVatage Server (or just restart the Server). The TeleVatage Cliet is ow able to coect to Microsoft SQL Server usig TCP/IP. Slow Server ad statio startup after migratig TeleVatage to a ew Server with a ew ame This problem is caused by importig a database from aother machie with a differet machie ame. Resolutio Whe migratig to a ew machie ad ew TeleVatage versio, do the followig: 1. Move your existig versio of TeleVatage to a ew machie ad verify that it works. 2. Back up the database o the existig Server. 3. Copy TVDB.Dmp ad TVServer.Reg to the backup directory o the ew Server (C:\Program Files\TeleVatage Server\Data\Backup). 4. Copy the voice (.VOX) files to the ew Server. 5. Restore the TeleVatage database. 6. Upgrade to the ew versio of TeleVatage ad verify that it works. APPENDIX D. TROUBLESHOOTING D-15

206 TeleVatage Server does ot start because accout password chaged Whe you istalled the TeleVatage Server, you etered the Widows NT accout ame ad password used to ru the TeleVatage Server. If the password for this accout chages, the TeleVatage Server will ot start. Resolutio Use the DCOM cofig utility to update the accout password i the Idetify settigs for TeleVatage Starter applicatio. Performig a Microsoft SQL Trace 1. O the Server, ru SQL Trace from the Microsoft SQL Server program group. The Coect Server dialog box opes. 2. Eter the Server ame ad click Coect. 3. Choose Yes whe you are prompted to create a filter. The New Filter dialog box opes. 4. Eter All for the Filter Name ad click Save as Log file. 5. Choose a locatio for the file ad use the default file ame. 6. Click Add. The Trace dialog box opes. 7. Start the Cliet ad use it util the error occurs. 8. Close the SQL Trace applicatio to discoect from the Cliet. 9. Sed the log file that was created to your TeleVatage provider. D-16 INSTALLING TELEVANTAGE

207 APPENDIX E CHANGING APPENDIX E THE DOMAIN OF THE TELEVANTAGE SERVER This appedix describes how to chage the domai of the TeleVatage Server computer for ay of the followig reasos: Your etwork cofiguratio has chaged, ad you ow have a domai that you wat the TeleVatage Server to be a part of. You recetly istalled a Microsoft Exchage Server o your etwork, ad you ow wat to support otificatio i TeleVatage. To support this feature, the TeleVatage Server must be o a domai. You chaged the ame or password of the domai user. You moved the TeleVatage Server to a differet domai. If you do ot have a TeleVatage Server user o the ew domai, create oe. For a Widows NT domai, see Creatig the Widows NT 4.0 Server user for TeleVatage o page 7-5. For a Widows 2000 domai, see Creatig the Widows 2000 Server user for TeleVatage o page 7-9. Ruig the TeleVatage Password Chage Utility You must recofigure Widows NT services ad DCOM to eable TeleVatage to start o the ew domai. The TeleVatage Password Chage Utility automatically updates services ad DCOM settigs to your ew specificatios.

208 1. Ru the file TVAccUtl.exe, which is located i the TeleVatage Server directory. The default locatio for this directory is C:\Program Files\TeleVatage Server. 2. Eter the Domai ame, Accout ame, ad Password for the domai. 3. Click OK. E-2 INSTALLING TELEVANTAGE