Arc Enterprise OCS Server

Transcription

1 Arc Enterprise OCS Server User Guide Version 5.1.x

2 2010 Arc Solutions (International) Ltd. All rights reserved No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited. Arc Solutions (International) Limited reserves the right to revise this documentation and to make changes to its content from time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or change. Cisco is a registered trademark of Cisco, inc. Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom and may or may not be registered in other countries. All trademarks acknowledged. Europe Americas Asia Pacific Middle East & Africa Arc Solutions (International) Ltd. Innovation House Pincents Lane, Reading, Berkshire. RG31 4UH T: +44(0) f: +44(0) Arc Solutions (International) Inc. Research Triangle Park 4819 Emperor Blvd Durham North Carolina T: f: Arc Solutions (International) Ltd. 2 Marks Street Naremburn NSW 2065 Australia T: F: +61 (0) Mettoni FZE Room D306 Dubai Silicon Oasis PO Box Dubai. U.A.E. T: F: e: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com e: info@arcsolutions.com Support or +44(0) from outside the UK Support Support or +44(0) Support +44(0) A Mettoni Limited Company 1st Edition, June 2010 Written by Mark Kent Originated in England The equipment complies with all the relevant conditions if used in accordance with the manual.

3 Section 1: Introduction The Product About the User Guide Inside The User Guide Getting Started Initialising Arc OCS Server Working With Arc OCS Server Section 2: Getting Started Client Support Keep Alive Processing Interface Activity Server Status Status Bar Using Menu Bar Options Section 3: Initialising Arc OCS Server Preferences General OCS Server Logging Logging Levels Logging Files Section 4: Working with Arc OCS Server Connect to Services Start /Stop Services for Arc OCS Server Closing the Arc OCS Server Getting Help Section 5: Glossary List of Figures List of Tables Arc OCS Server - User Guide 1

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5 Section 1: Introduction Welcome to the Arc OCS Server User Guide. The Arc OCS Server provides a connection for the Arc Enterprise Suite into the Microsoft Office Communication Server Platform. It integrates with other applications of the Arc Enterprise Suite, such as the Operator Console to display real time status and notes of users on the Microsoft Platform. The user-friendly interface makes it easier to view statistics and start or stop the server when required. The main screen displays status of the system and the current level of user subscriptions. 1.1 The Product The Arc OCS Server provides Pool wide information on demand for:- Current User Status (Available, Do Not Disturb) Current User Information Note (Out of Office & User Specified) A pre-requisite for running the Arc OCS Server will be the presence of Microsoft v3.5 dot net framework. It is also required that the server is a member of the domain in which the Microsoft OCS Server is a member of. In order for the Arc OCS Server to communicate with the Microsoft OCS Server, an Endpoint in the Active Directory of the domain must be created. This requires the Microsoft Office Communication Server, OCS Core to be installed so that this can be done automatically by the installer, or manually after the install has been carried out. Arc CTI Server - User Guide 1-1

6 1.2 About the User Guide Figure 1-1: Arc Connect Connectivity overview (API s) The purpose of this User Guide is to provide information on the set up of the application, how to initialise it and working on it. It gives information on how the Arc OCS Server application is configured to work within the Arc Enterprise Suite, including the provision of OCS user information to the Arc Enterprise Console Operator Attendant. It is assumed that the users have a working knowledge of Microsoft Windows 2003 Network. 1.3 Inside The User Guide The user guide contains the following sections, Getting Started This section explains the architecture of the Arc OCS Server application. It gives an introduction to the functions of the application and also instructions on how to use them. The users are given a description of the support it provides to the OCS and the Arc environment. It also outlines the interface, describing its functionality. 1-2

7 1.3.2 Initialising Arc OCS Server In this section, the user is given instruction on setting the preferences for the OCS Server application. It defines the functions to be set in the preferences, so that the application works according to the user's requirement Working With Arc OCS Server This section provides information on how to start and stop the OCS Server and getting help Arc CTI Server - User Guide 1-3

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9 Section 2: Getting Started The OCS Server provides Pool wide OCS user information on demand. Arc OCS Server will run as a windows service and will be able to be stopped and started within the Windows Service Control Manager (SCM). 2.1 Client Support The OCS Server will communicate with a TCP/IP socket allowing the Client application to connect and request status information and change settings online. 2.2 Keep Alive Processing The Arc OCS Server uses Keep Alive Processing to test the validity of the network connection. If Keep Alive Processing fails, then the OCS Server tries to reconnect with the Microsoft Office Communications Server. The application will wait for a response from the other side after sending a small packet of data over a network connection. The data-receiving application will pick up the request and simply respond back. 2.3 Interface The interface provides an overview of the total activity in the Arc Console. It is divided into the following sections. Sessions User Activity Server Status - OCS Server Status - Comms Status Bar Figure 2-1: Arc OCS Server Manager Arc CTI Server - User Guide 2-1

10 2.3.1 Activity This section is divided into two parts as described in the following table, Table 2.1. It allows the users to know the statistics for the sources and synchronizations. Name Description Sessions User Activity Number of active OCS User subscriptions. Number of registered client sessions. Table 2-1: Activity - Details Server Status This section shows the connection status for the CT Link. There can be five states for the connection. States Explanation Active In-Active Not Connected Not Configured Active Connection established No Connection between Arc and MS Server Arc OCS Server is stopped (not available on Network). Connection setup is incomplete. Table 2-2: Server Status OCS Link- Details This section shows the connection status for the Comms (Client Communication socket status). There can be four states for the connection between the Clients and the Arc OCS Server. States Explanation Shutdown Initializing Active Not Active Shutting down. Initializing Active (listening). Inactive (not running). Table 2-3: Comms - Details Status Bar It has two parts; the first part is the name of the application, Arc OCS Server. The second part is the connection status for the OCS Server, e.g. Active. 2.4 Using Menu Bar Options Arc OCS Server menu bar provides the user a quick way for work around. The following menu options are available in Arc OCS Server. Control Name Explanation File Table 2-4: Menu Bar - Options 2-2

11 Control Name Connect Service Manager Exit Explanation After the OCS Server application starts, it will automatically connect to Arc OCS Server Services using the information given during the installation. If OCS Sever could not find the services or it has been stopped, then the Status bar will show a Status Not Connected. Use this option to Connect the OCS s Server again. Services for the OCS Server can be started / stopped from this sub menu option. Use this option to exit the OCS Server application. Configuration Preferences Click to set preferences for the OCS Server to work accordingly. Help About This option opens the About Box for Arc OCS Server. Table 2-4: Menu Bar - Options Arc CTI Server - User Guide 2-3

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13 Section 3: Initialising Arc OCS Server The users are allowed to set preferences in the Arc OCS Server. They can select options in the given tabs according to their requirements. Select the Configuration > Preferences on the Menu bar. This will open the window, Preferences that consists of three tabs for discrete modifications. 3.1 Preferences It provides the facility of viewing/updating Defaults for Arc OCS Server. It is recommended that before making any changes in this section, consult your Network/System Administrator General This tab allows users to view the information for the OCS Server they are connected to. Figure 3-1: General tab selected in the OCS Server preferences Name Server IP Address Description It is the Name or IP Address of the machine where the OCS Service is installed. Note: If the server IP Address is left blank, then the Arc OCS server will use the default NIC card for managing the client. Server Port Number It is the Service Port Number used by the OCS Service. Table 3-1: Preferences - General tab - Details Arc CTI Server - User Guide 3-1

14 3.1.2 OCS Server This tab is for configuring the connection settings for the Arc OCS Server to the Microsoft OCS Server. The OCS Server tab is divided into three sections, OCS Server, End Point Type, and End Point Details. Figure 3-2: OCS Server tab in the Preferences window showing Application End Point Details Figure 3-3: OCS Server tab in the Preferences window showing User End Point Details. Name Description OCS Server Name Specify the Fully Qualified Domain Name of the Microsoft Office Communication Server or Pool Server. Default: 1500 Table 3-2: Driver tab - Details 3-2

15 Name Description Port Specify the Port Number to connect on to the Microsoft Office Communications Server. Default: 5061 End Point Type Application (Recommended) Select this option if you are connecting to the Microsoft Office Communication Server via an Application End Point. User Select this option if you are connecting to the Microsoft Office Communication Server via a User End Point. End Point Details (Application) EP Name Certificate The Application End Point Name to be used to connect to the Microsoft Office Communication Server. The Certificate Name to be used to connect to the Microsoft Office Communication Server. End Point Details (User) EP Name Domain Username Password The User End Point Name to be used to connect to the Microsoft Office Communication Server. The domain of the user account used to connect to the Microsoft Office Communication Server. The username of the user account used to connect to the Microsoft Office Communication Server. The password of the user account used to connect to the Microsoft Office Communication Server. Table 3-2: Driver tab - Details Logging The OCS Server has the ability to keep records of all the events and processes through logging. It is structured to enable the users and support engineers to check the OCS Server's performance and Arc CTI Server - User Guide 3-3

16 activity, determine functionality loss and the configuration issues. The names and description of the logging levels are given in the next section. Figure 3-4: Logging Levels and Logging File sections Name Description Runtime Logging Logging Level Logging Path and Filename No of Files Lines per File There are four levels of Logging to choose from;- Minimum, Detailed (Default), Advanced and Full. Provides a path and file name for the Logging File to be stored. The maximum number of log files that is created by the OCS Server. Between 1 and 255. The maximum number of lines eash log file will contain. After the log file reaches this number of lines, a new file will be created to log the events. Between 1 and Table 3-3: Logging tab - Details Logging Levels The OCSs Server application provides the facility to log the activitiies at four different levels. These levels are;- Minimum Detailed (Default) Advanced Full Logging Files The OCSs Server application uses an advanced technique to keep a record of the activities to a series of log files. Each log file contains a predefined number of lines. The log-files are generated in a sequence. There is control over the number of log-files generated. Once the maximum log-files have been exceeded, the Server will overwrite the first log-file and so on. This enables support engineers to ensure disk space is not exceeded. Select a value from the selection box, No. Of Logging File to define a maximum number of the log files that should be created by OCS Server. Select a value from the selection box, Lines Per File to define the maximum number of lines each log file will contain. After the log file reaches this number of lines, a new file will be created to log the events. 3-4

17 Section 4: Working with Arc OCS Server This chapter provides the steps to start the services of the Arc OCS Server. 4.1 Connect to Services To Connect the Arc OCS Server to its Services. 1. Select File > Connect 2. Enter the Server Name or the IP Address of the machine where the Arc OCS Sever has been installed. 3. Enter the Service Port Number Click the Connect button. 5. The OCS Sever status will change to Stopped. Figure 4-1: Service Manager - Arc OCS Server 4.2 Start /Stop Services for Arc OCS Server Services for the Arc OCS Sever can be started/stopped from File > Service Manager. 1. A Green colour signal shows that the service is running, whereas a Red colour shows that the service is stopped. 2. Start Service will be highlighted when the service is stopped. Click the Start Service button to start the service. 3. Stop Service will be highlighted when the service is running. Click the Stop Service button to stop the service. 4. Click the Close button to close the Service Manager. 4.3 Closing the Arc OCS Server To close the Arc OCS Sever Application, 1. Select File > Exit. 2. If the services are running and you select to close the application, it will still log the events and processes as configured in Preferences. 4.4 Getting Help If a user requires help on any of the areas in Arc OCS Server, place the cursor or focus on the respective area and press F1 key. The Help file will open the topic related to that area. Arc CTI Server- User Guide 4-1

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19 Section 5: Glossary OCS Server TAPI CUCM DRM Computer Telephony Integration Server application. Telephony Application Programmer Interface (Microsoft) Cisco Unified Communications Manager Device Resolution Manager Table 5-1: Glossary Arc CTI Server - User Guide 5-1

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21 List of Figures 1-1 Arc Connect Connectivity overview (API s) Arc OCS Server Manager General tab selected in the OCS Server preferences OCS Server tab in the Preferences window showing Application End Point Details OCS Server tab in the Preferences window showing User End Point Details Logging Levels and Logging File sections Service Manager - Arc OCS Server Arc CTI Server - User Guide B - 1

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23 List of Tables 2-1 Activity - Details Server Status OCS Link- Details Comms - Details Menu Bar - Options Preferences - General tab - Details Driver tab - Details Logging tab - Details Glossary Arc CTI Server - User Guide C - 1

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