Arc Premium Edition. Installation Manual. Version 5.1.x

Transcription

1 Arc Premium Edition Installation Manual Version 5.1.x

2 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 EMEA Americas Asia Pacific 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) e: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com Support +44(0) Support Support or +44(0) A Mettoni Limited Company 8th Edition, May 2011(This manual incorporates changes made in software version 5.1.3) 9th Edition, July 2011 (This manual incorporates enhancements to Section 13, Upgrading from a Previous Version) 10th Edition, January 2012 (This manual incorporates changes made in software version 5.1.4) Written by Mark Kent Printed in England The equipment complies with all the relevant conditions if used in accordance with the manual. v5.1.3a_all0411

3 CONTENTS Introduction Text Conventions in This Guide License Agreement Important Information Compatibility between Arc Connect 5.1.x and CallManager Music on Hold TAPI Resilience Busy Lamp Field Busy Lamp Field - Fixed (all versions) Busy Lamp Field (scalable - version onwards) Call Park Auto Answer Other Information to consider Requirements for Arc Connect Suite (SQL Server Version) Registration Registering the software Viewing Licenses Product Overview CallManager Numbering Plan for a sample installations Performance Information Arc Premium Hardware and Software Requirements Support for Windows 2008 Server/CUCM Telephony Service Provider PC Server Microsoft SQL 64bit Support Arc Premium Client Software Backups Server Redundancy Security Considerations Network Requirements Database Considerations - Microsoft SQL Server Phonetics Microsoft Office Communication Server Connectivity Contact Information and Services Available Installation Checklist Installation and Configuration Checklist Installation of Arc Connect Server Components Prerequisites Disabling Remote Access Connection Manager Service Disabling the User Account Control in Windows 2003 and Creating a CTI Reference device Install a Domain Computer Certificate and Arc OCS Server Prerequisites (Optional) Installation of the Arc Connect Server and Administration Creating Databases Administrator Logon Creating a New Configuration Database Creating a New Logging Database Creating Indexes Viewing Licenses Arc Connect Resilience Installation of Publisher Installation of Subscriber Arc Premium Installation Manual iii

4 Installation of Arc Premium Console Operator Disabling the User Account Control in Windows 2003/2008/Vista/ Installation of ArcConsole Operator Installing Console Operator on Windows 2003/ Installation of Arc Call Connect Agent Disabling the User Account Control in Windows 2003/2008/Vista/ Installation of Arc Call Connect Agent Installing Console Operator on Windows 2003/ Installation of Arc Supervisor Disabling the User Account Control in Windows 2003/2008/Vista/ Installation of Arc Supervisor Installing Console Operator on Windows 2003/ Installation of Arc Connect Wallboard Disabling the User Account Control in Windows 2003/2008/Vista/ Installation of Arc Connect Wallboard Installing Arc Connect Wallboard on Windows 2003/ Uninstalling Publisher/Subscriber Uninstalling Publisher Uninstalling Subscriber Upgrade Plan Introduction Upgrade Process Summary Upgrade Compatibility Upgrading Arc Software Suite Stopping the CT Server Back up Arc Databases Backing up Voice Data Folders Uninstalling Resilience Uninstalling Arc Software Installing Arc Software Create New Databases Restoring Databases Upgrading Existing Databases Restoring Voice Files and Database Transfer Upgraded Databases into the Newly Created Databases Checking the Unique Numbers Upgrade Utility Features Run SQL Templates Transfer Table Analyse Live System - Contacts Analyse Live System - Phonetics Analyse Live System - Unique Numbers Creating a New DSN Microsoft Access Databases Microsoft SQL Databases Appendix A - Arc Connect Resilience...A - 1 Scenario One - Basic Resilience... A - 1 Scenario Two - TAPI Resilience... A - 2 Scenario Three - Full Resilience... A - 2 Redundancy... A - 3 Recovery... A - 3 Restoring Arc Connect... A - 3 Disaster Recovery Backup... A - 4 Appendix B - Arc Connect iv

5 Resilience FAQs...B - 1 Appendix C - OCS Client Certificate Verification & Installation...C - 1 Verifying That the Certificate Is Installed on the Application Hosting Computer... C - 1 Installing a Computer Certificate on the Arc OCS Server... C - 3 Appendix D - OCS Application Endpoint Verification & Installation... D - 1 Verifying the existence of the Application Endpoint... D - 1 Creating an Application Endpoint for the Arc OCS Server... D - 2 Microsoft Office Communications Server 2007 R2... D - 2 Microsoft Lync Server 2010 and Onwards... D - 4 Appendix E: Basic Authentication Settings for PresenceWeb...E - 1 Appendix F: Mass Deployment/Silent Installs... F - 1 Arc Premium Installation Manual v

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7 1 Introduction Welcome to the Arc Connect Installation Manual. This document provides an overview of the Arc Premium Product suite, as well as describing the installation procedures of the applications and configurations. This document assumes that the reader has knowledge of: Cisco CallManager, Windows Operating Systems, TCP/IP, Cisco CallManager TSP This document should be read in conjunction with the Arc Solutions Design Guide available from the Arc Solutions Website, Text Conventions in This Guide The following conventions will be used throughout this guide to help differentiate between the different actions required. Navigation around the operating environment or products such as Cisco CallManager or Arc Console via menu or hyperlinks are denoted in bold with > as a separator. An example being Start > Control Panel > Phone and Modem Options or File > Start CT Server Fields that require data entered in are denoted in Bold typeface. An example being Add Device Range, From and To Fields that have previously been entered, or have been defined in a previous stage are defined in bold italic. For example when changing a password, where you have to enter a User Name operator1, (where the Operator1 account would have been set up prior to this point in the instructions). Arc Premium Installation Manual 1-1

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9 License Agreement SOFTWARE LICENSE THIS LICENSE GOVERNS YOUR USE OF THE SOFTWARE VERSION OF ARC PREMIUM (THE SOFTWARE ). YOU AGREE THAT YOU HAVE READ AND UNDERSTAND THIS AGREEMENT AND AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. IF YOU DO NOT UNDERSTAND THEM, YOU SHOULD SEEK ASSISTANCE FROM YOUR LEGAL ADVISOR. 1 LICENSE 1.1 Arc Solutions (International) Ltd. (the Licensor ) grants you an exclusive license to use the Software subject to these terms and conditions (the License ). In consideration of the Licensor granting the License, you agree to adhere to these terms and conditions. 2 TERMS AND TERMINATION 2.1 Your License shall commence on the acceptance of these terms and conditions and will terminate automatically if you fail to comply with any of the terms and conditions of this License. 2.2 Termination of this License does not affect either parties accrued rights and obligations as at the date of termination. 2.3 Upon termination of this License for whatever reason, you shall cease to make any use of the Software and you will destroy the Software together with all copies in any form. 2.4 All provisions of this License, the survival of which are necessary for the interpretation or enforcement of a party s rights or obligations, shall survive termination of this License and shall continue in full force and effect. 3 PERMITTED ACTS 3.1 You are permitted to do the following: load the Software on one system only as long as that system is under your control at all times; use the Software as an operator console with additional modules as purchased; make one backup copy of the Software in support of your permitted use of it. 4 PROHIBITED ACTS 4.1 You are prohibited from doing, or allowing others to do, the following: using or copying the Software except to the extent permitted by this License or by statute; accessing or using the Software via any kind of computer network; transferring the Software, and/or the License to any other individual or entity whether on a permanent or temporary basis. If you transfer possession of any copy of the Software to another person, your License is automatically terminated; distributing, selling, renting, loaning, sub-licensing or otherwise dealing in the Software; altering, adapting, merging, modifying or translating the Software in any way for any purpose, including, without limitation, for error correction except to the extent permitted by statute; reverse-engineering, disassembling or decompiling the Software except that you may decompile the Software to the extent permissible by law. 5 WARRANTIES AND INDEMNITIES 5.1 Licensor makes no representations about the suitability, reliability, timeliness and accuracy of the Software for any purpose. The Licensor hereby disclaims and excludes all warranties and similar terms and conditions with regard to the Software, including all warranties, terms and conditions of merchantability, satisfactory quality and fitness for purpose whether implied or otherwise. 5.2 By accepting the terms of this License, you are acknowledging that the exclusions of liability contained herein are reasonable. 5.3 You acknowledge that software is in general not error-free and agree that the existence of such errors shall not constitute a breach of this License. 5.4 You hereby undertake to the Licensor that you will, without prejudice to any other right of action which the Licensor may have, at all times keep the Licensor fully and effectively indemnified against all and any liability (which liability shall include, without limitation, all losses, costs, claims, expenses, demands, actions, damages, legal and other professional fees and expenses on a full indemnity basis) which the Licensor may suffer or incur as a result of, or by reason of, any use of the Software by you or any breach or nonfulfilment of any of your obligations in respect of this License. 6 DISCLAIMER 6.1 In no event will the Licensor be liable for any direct, indirect, consequential, incidental, or special damage or loss of any kind (including without limitation loss of profits, loss of contracts, business interruptions, loss of or corruption to data) however caused and whether arising under contract, tort, including negligence, or otherwise. 6.2 The Licensor does not exclude or limit liability for death or personal injury resulting from an act or negligence of the Licensor or any other liability from which it is precluded from excluding by law. 7 INFRINGEMENT 7.1 You undertake to promptly notify the Licensor of any threatened or actual infringement of any proprietary rights in the Software which comes to your notice and shall, at the Licensors request and expense, do all such things as are reasonably necessary to defend and enforce any such proprietary rights in the Software. 8 GENERAL 8.1 A failure to exercise or delay in exercising a right or remedy provided by this License or by law by a party does not constitute a waiver of the right or remedy or a waiver of those rights or remedies. No single or partial exercise of a right or remedy provided by this License or by law prevents further exercise of the right or remedy. 8.2 This License shall be subject to, and construed and interpreted in accordance with, English Law and the parties irrevocably submit to the exclusive jurisdiction of the English Courts. 8.3 This License constitutes the entire agreement of the parties and supersedes all prior communications, representations, agreements or understandings, either verbal or written, between the parties with respect to the subject matter hereof. Notwithstanding any of the above, nothing in this paragraph is intended to or shall operate as an exclusion of liability for any fraudulent act or wilful default of either party. 8.4 This License may not be altered, modified, amended or otherwise changed except by supplemental written agreement signed by duly authorised officers of both parties. Neither party may assign its rights or obligations under this License without the prior written consent of the other. 8.5 If any provisions of this License shall be held invalid, illegal or unenforceable, the validity, legality or enforceability of the remaining provisions shall not in any way be affected or impaired. 8.6 The headings to clauses in this License are for the purpose of information and identification only and shall not be construed as forming part of this License. Arc Premium Installation Manual 2-1

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11 3 Important Information 3.1 Compatibility between Arc Connect 5.1.x and CallManager The current compatibility matrix can be obtained from Enter the Support area for the respective region and select the Enterprise documents section. Then choose Cisco Compatibility Matrix from the Articles list Music on Hold Arc Connect supports Music on Hold (MoH) from CallManager in the following areas: Between in-queue messages, When an operator holds a call, During a blind transfer, During a re-established transfer, During a camp-on. A music source must be selected on the relevant devices to enable this functionality. The use of music in both the queuing and hold scenarios is controlled via settings on the Arc Server TAPI Resilience CallManager allows a TAPI client to communicate with a primary and backup CTI Manager to receive TAPI information. This allows the Arc Server and clients to carry on functioning if a failover occurs. The backup CTI Manager should be the CallManager server to which the phones fail over. For more information see Appendix D Arc Premium Installation Manual 3-1

12 3.1.3 Busy Lamp Field Arc Premium has two types of Busy Lamp Field. The two types of BLF monitoring can be run together. Fixed - which provides the operator with a constant on screen display of the line status of a contact in the directory. Scalable - which provides the operator with constant on screen display of the line or resource status of a contact in the directory, or an on demand line status of a single contact (the operator presses F2 to see presence status) Busy Lamp Field - Fixed (all versions) This type of Busy Lamp Field monitors a fixed number of devices. This format requires that the devices are Associated within the CallManager. Due to the system demands there is a recommended limit of 2000 devices per Arc Connect Server. (See the Arc Solutions Design Guide for more details, this is available from Paging from the Operator Console requires that the receiving devices are associated and included in this type of BLF Busy Lamp Field (scalable - version onwards) With the release of version onwards, functionality has been introduced which provides an on demand monitor, which removes the upper limit of the devices that can be monitored. The new Arc Premium CTI (Computer telephony Integration) server provides cluster wide BLF status information on demand for:- Device presence information Contact device features (set Do Not Disturb and Call Forwarding) Contact call information features (displays calls and provide device pickup) Using scalable BLF functionality negates the requirement to associate devices for BLF monitoring within the Cisco Unified CallManager. (See the Arc Solutions Design Guide for more details, this is available from Call Park The operator transfers the call to a device then contacts the intended recipient to take the call. The recipient can then dial a number to connect to the device where the call is parked Auto Answer This feature forces calls down to the Operators and automatically answers it. The calls that revert to the Operators can also be automatically answered Other Information to consider The Arc Connect Server should not be installed on a machine that will act as the CallManager Server. Headset operation is supported. Arc recommends that you take a backup copy of the log before purging the data. 3.2 Requirements for Arc Connect Suite (SQL Server Version) It is recommended that SQL Server is installed onto the Arc Server machine(s), for both Publisher and Subscribers, especially if the new resilience database replication is being deployed. (See Compatibility and Performance with Arc Premium for SQL version information.) 3-2

13 3.3 Registration To view the licencing information open the Arc Connect Administration and select Help> Registration. The Registration Information screen displays all of the Products, including Status, Serial Number and Registration Information. The Arc trial license lasts for 45 days, after this specific products will need to be licensed individually Registering the software To load a new license, click on the Register button. To get a new license key you will need to contact your Supplier. Make a note of the Registration Code as this is the information you will need to give to get your license key. Note that changes to hardware, IP address or hostnames may impact on the server registration code, and therefore result in a requirement for a new licence. Arc Premium Installation Manual 3-3

14 If a previous version of Arc software is or has been installed on the server then the evaluation period will not be available, even if the previous version has been uninstalled. The registration information will be given to you in one of two ways: You will either be given a serial number and a registration key that you enter into the system or You will be sent a file that you can browse to. After browsing to this file click the Register button. Your license will then automatically become valid at midnight. Alternatively you can stop and start the server for the license to take immediate effect. Items that can affect your license key include the MAC address of your network card and changing the time of day by too large a period Viewing Licenses From the registration screen, which is accessed by selecting Help> Registration, there is an option to view Licencing. 1. Click on View License. There are two screens:- Queues This screen provides the management of the Queues that have been configured. When the software is purchased a number of queues will be provided within that purchase. It is possible to create more queues than the licensed amount, and they can be configured from this screen. Contacts This screen provides the management of the Contacts that are available. Arc Premium edition has a capacity for 100,000 Contact Licenses. When this number is exceeded the initial contacts will be moved into the Log database. This screen provides the facility to restore any archived contacts into the live system. 3-4

15 4 Product Overview The Arc suite is a portfolio of Client-Server Computer Telephony Applications, specifically designed to integrate with the Cisco Unfied CallManager (CUCM) The Arc server component integrates into the CUCM via TAPI (Telephony Application Programming Interface) and is used to control calls through the telephony system. This provides customers with intelligent call routing functionality such as; identifying, prioritising and queuing calls and performing actions on calls such as transferring, playing voice messages and diverting to appropriate alternative locations. The applications in the Arc Suite that are described in this document are briefly explained below:- Arc Premium Console This is a screen based operator attendant console that has been developed to work completely with CallManager. Taking traditional telephone switchboard working practices, we have enhanced them into a Windows based application, making it visually appealing, operator configurable, and more user friendly. Arc Call Connect It is a soft application that provides a complete Call Centre solution for a general business incorporated with full Call Control, quick Call Routing and proficient Management Information System. Call Connect design is modular and supplies the core routing engine in the form of a Client- Server application. The main features for Call Connect are: Full Call Control Agent Screen Remote Agent working Multi-Queues Skill-based Routing Call Filters Historical Reporting Arc Voice Connect This server based application has been designed to enhance the voice resource on a PBX. Voice Connect is used for creating an Auto Attendant that routes the calls to the desired destination of the caller. In addition to that, In-Queue messages can be recorded and played for the callers waiting for the operators in call queues. Arc Supervisor This add-on module to the Arc Suite provides a client based application with the following functionality: Historical Reporting Real-Time Reporting Graphical Analysis On-the-fly changes to the System Online Messaging Arc Premium Installation Manual 4-1

16 Supervisor Connect will monitor and control Arc stand-alone modules. These modules are: Console Connect Voice Connect Arc Wallboard This soft Wallboard application displays the current statistics of the Call Centre. It is easy to configure and customise and reflect a variety of call related figures such as: Real-time statistics of the Entire System Real-time statistics by Queue/Department Real-time statistics by Use (examples of this might include call duration times or volumes) 4.1 CallManager Numbering Plan for a sample installations Directory Number Device Name Arc Function Arc Connect Application Device Type 8500 Cons_Queue_Loc1 Queue Location for Console1 Console Connect CTI Route Point 8502 Voice_Queue_Loc 1 Queue Location for Voice Session Voice Connect CTI Route Point 8503 Pre_Gateway1 DDI translation point Console Connect & Voice Connect 8504 Pre_Gateway2 DDI translation point Console Connect & Voice Connect 8505 Pre_Gateway3 DDI translation point Console Connect & Voice Connect CTI Route Point CTI Route Point CTI Route Point 8000 Gateway_1 Gateway ports for holding Calls 8001 Gateway_2 Gateway ports for holding Calls 8002 Gateway_3 Gateway ports for holding Calls 8003 Gateway_4 Gateway ports for holding Calls 8004 Gateway_5 Gateway ports for holding Calls 8400 Service_Queue1 Ports for Console Service Queue 8401 Service_Queue2 Ports for Console Service Queue 8402 Service_Queue3 Ports for Console Service Queue 8403 Service_Queue4 Ports for Console Service Queue ALL ALL ALL ALL ALL Console Connect Console Connect Console Connect Console Connect CTI Port CTI Port CTI Port CTI Port CTI Port CTI Port CTI Port CTI Port CTI Port 4-2

17 Directory Number Device Name Arc Function Arc Connect Application Device Type 8404 Service_Queue5 Ports for Console Service Queue 8300 Voice_Port1 Voice Ports for playing and recording messages 8600 Park_Queue1 Ports for Console Call parking 8601 Park_Queue2 Ports for Console Call parking 8602 Park_Queue13 Ports for Console Call parking 8603 Park_Queue4 Ports for Console Call parking 8604 Park_Queue5 Ports for Console Call parking 8700 PCP_1 Ports for retrieving Personal Call Park calls Console Connect Voice Connect Console Connect Console Connect Console Connect Console Connect Console Connect Console Connect CTI Port CTI Port CTI Port CTI Port CTI Port CTI Port CTI Port CTI Route Point Table 4-1: CallManager Numbering plan for a sample installation 4.2 Performance Information Performance of Arc Connect can be measured in several ways: Number of Agents Number of operators Number of calls that can be held prior to distribution Number of monitored devices in the Busy Lamp Field (fixed) (Not a factor with version 5.0.2) Performance Item Maximum (per Arc Connect Server) Number of ACD Agents or Number of Console Operators 200 or 100 Number of Holding Calls 200 Maximum Console BHCA Max Devices in BLF (fixed) Max Devices in BLF (scalable v5.0.2 onwards) 6000 (Cisco Certified) 4000 (subject to a minimum of 1 Publisher, 2 Subscriber) Cisco Unified Communications Manager supported device limitations (for a single cluster) Note: Using the CTI Server Table 4-2: Performance Information 4.3 Arc Premium Hardware and Software Requirements The information provided below gives details of the minimum hardware/software required to run the Arc Premium suite of products. Arc Premium Installation Manual 4-3

18 PC Server - Arc Premium Connect is a client server application. The server side will need to run on a dedicated PC Server. No other applications must run on this server. The tables in this section detail the minimum specification required by the Arc Premium Server application Support for Windows 2008 Server/CUCM Telephony Service Provider 7.1 Products affected:- Arc Premium 5.x Arc Standard (Solutions Plus) 5.x Arc Call Connect 5.x The products listed above plus CUCM 7.1.x TSP with Windows Server 2008 R1 32bit have successfully passed several courses of extensive testing in-house at Arc Solutions. Arc Solutions assures customers and partners of its full support for Windows Server 2008 Release 1 (R1) 32bit. Support for Windows Server in 64bit mode is not available. Furthermore, Cisco Unified Communications Manager (CUCM) Telephony Service Provider (TSP) is compatible only with 32bit installations of the Windows Server at this time. The Cisco's TSP 7.1 Developer Guide confirms that the Cisco TSP 7.1 is supported with the attendant console products listed above. The developer guide can be found here: Customers or partners with any questions regarding this are advised to contact Cisco Systems directly PC Server Arc Connect is a client server application. The server side will need to run on a dedicated PC Server. No other applications must run on this server. 4-4

19 The following table details the minimum specification required by the Arc Connect Server application Applies To Arc Premium Connect Server SQL Server 2005/ 2008 Licencing PC Specification Core Duo CPU 2.8 GHz or better 4 GB RAM or better 100 GB Hard Drive CD-ROM/DVD-Rom Network Card SVGA (1024x768) display card or better Windows 2003 Server SP2/Windows 2008 R1 (32bit only) Server.Net Framework v3.5 SQL Server Standard or Enterprise 2005 with SP3, or SQL 2005 Express with SP3 for smaller installations where resilience is not required.* OR SQL Server Standard or Enterprise 2008 (32bit only), or SQL 2008 Express for smaller installations where resilience is not required.* Microsoft Excel for Directory Exporting Microsoft Internet Information Services (IIS) v6.0 (or Later) for running Arc Presence Microsoft Office Communication Server, Core Components for running Arc OCS Server * If an Off-box (remote) SQL server is used within your configuration then it must have.net Framework v3.5 installed. Please consult your Microsoft representative if you are looking to license managed or hosted solutions There are two methods of licensing: Per Processor license or SQL Server & CALS license It is at the Partners discretion as to which SQL license option is selected. The URL below details the SQL Server licensing requirements. CAL requirements: The Arc Server uses 2 SQL CALS, and each Arc application client uses 1 SQL CAL per instance. If in any doubt when designing your Arc installation, simply ensure you have a SQL processor license in place. Please consult your Microsoft representative if you are looking to license managed or hosted solutions Arc Premium Installation Manual 4-5

20 Applies To SQL Scalability PC Specification The performance limitation that SQL Server Express possesses is that it can access only a single CPU and 1 GB of RAM with a maximum database size of 4Gb. In sites where one or more of the following are expected;- -A large number of operators - more than 10, -A high call volume - greater than 500 calls per operator per day, -A Large Directory - greater than 10,000 contacts; The use of SQL Server Standard or Enterprise should be strongly considered. Where a system out grows the SQL Express deployment, or issues are experienced that are related to the use of SQL Express, the Standard or Enterprise versions of SQL can be used to upgrade the existing implementation with minimal effort. Note: For future versions of Arc Premium to benefit from some features, SQL Express will not be an option and SQL Standard or Enterprise will be required. Please consult your Microsoft representative if you are looking to license managed or hosted solutions The Server should be connected to the network via the TCP/IP protocol. The Arc Server will require the appropriate Operating System Licenses. The Arc Server is not supported on a Domain Controller. Arc Premium Suite of software is not supported within a 64 bit Operating System. Arc Premium Suite of software is not supported in an off box 64 bit SQL environment. Arc Premium is only supported in a live environment on VMWare EXSI version 4.0 and above. Arc Premium is not supported in a live environment on HyperV or any other virtual based operating system. The Arc Server is not supported in Remote Desktop (RDP) and Terminal Services (TS) environments as these applications can cause problems with the required Wave Driver operation. With Windows 2008 Server, the Admin, CT Server Manager & LDAP Server Manager must be run as an Administrator to enable them to read and write to the configuration files/registry. If the report functionality is required then it is advisable to disable the User Account Control when operating the Arc Premium Connect Server is running on Windows 2003, Table 4-3: Server Software - PC Specification 4-6

21 4.3.3 Microsoft SQL 64bit Support Arc Solutions advises customers and partners that support for Microsoft SQL Server (2005 and 2008) is offered for 32bit versions of the operating system only. Arc cannot offer support for 64bit SQL at this time, either in an on-box or off-box configuration. There are two significant areas of functionality dependent upon 32bit files that are incompatible with 64bit mode, and that cannot be removed from the Arc system. These features rely on several DLL files* that need to be placed on the SQL server machine itself. Since the files have been compiled in 32bit mode they will not run on a 64bit SQL machine. Arc Solutions has reviewed the work to provide the files in 64bit mode and is unable to offer timescales on doing so in the short to medium term. This is because not all of the files are in a development language that lends itself to being simply 'recompiled' in 64bit mode, and they would need to be rewritten. Arc's development roadmap is resource-committed until Q and we are unable at this time to insert a project of this magnitude into the schedule as it would jeopardise other customer commitments. Arc is, however, committed to move to a 64bit architecture and plans to do so in For more information please contact support@arcsolutions.com *Technical detail The following files are 32bit and so are not compatible with 64bit SQL server: - The following files are required for phonetic searching MetaphoneCOM.dll XPMetaphone.dll Stemminglib.config Stemminglib.dll The following files are required for Resilient Server operation ASR.dll AXPR.dll Arc Premium Installation Manual 4-7

22 4.3.4 Arc Premium Client Software The minimum specification required by each of the Arc Connect Client applications is as follows: Applies To PC Specification Arc Connect Client PC running the following application, Supervisor Pentium 4 CPU or better 2 GB RAM 10GB available Hard Drive space (this is not required by the app, but should be unused for healthy running of the system) CD-ROM/DVD-ROM 100mbps Network Card Connected to Network via TCP/IP 19 widescreen monitor highly recommended SVGA (1024x768) or better display card (higher resolution recommended for best results) Windows XP Professional SP3 / Windows Vista Business / Windows 7 * Windows 7 32 bit and 64bit clients are supported The console Calendar integration requires a Microsoft Exchange Server 2007 or better. For users calendars to be available to Arc Premium, users Calendars must be set as public folders. If the report functionality is required then it is advisable to disable the User Account Control when operating Supervisor is running on Windows 2003, 2008, Vista and Windows 7 4-8

23 Applies To Console Operator Arc Wallboard Pentium 4 CPU or better (Core Duo recommended) 2GB RAM PC Specification 10GB available Hard Drive space (this is not required by the app, but should be unused for healthy running of the system) CD-ROM/DVD-ROM 100mbps Network Card Connected to Network via TCP/IP SVGA (1024x768) display card or better (for Arc Premium attendant console we recommend that the resolution is at least 1600 x 1200) 19 widescreen monitor highly recommended for Arc Premium console Windows XP Professional SP3 / Windows Vista Business / Windows 7 USB 1.0/2.0 Port for Arc Console Keyboard (if purchased) Sound card and speakers are required for the Console Operator and Arc Wallboard. Arc Agent (Call Connect) Pentium 4 CPU or better (Core Duo recommended) 2GB RAM 10GB available Hard Drive space (this is not required by the app, but should be unused for healthy running of the system) CD-ROM/DVD-ROM Network Card Connected to Network via TCP/IP SVGA (1024x768) display card or better (higher resolution recommended for best results) Windows XP Professional SP3 / Windows Vista Business / Windows 7 Internet Explorer 7.0 or higher Arc Premium Installation Manual 4-9

24 XML Agent Applies To PC Specification Compatible with the following Cisco Unified IP phones running Skinny Call Control Protocol (SCCP) 7940G / 7941G / 7960G / 7961G / 7970G / 7971G Phone MUST be set to Headset mode as this module requires "Auto Answer" to be configured on the device. With Windows 2008 running IIS7, the following roles must be added: IIS6 Management Compatibility ASP Extensions Arc Premium Suite of software is not supported within a 64 bit Operating System. * The Arc Premium client software is supported in 32 bit and 64 bit (running under WOW64 emulation mode) environments. The Arc Server is not supported in a 64bit Operating System environment. With Windows Vista and Windows 7, in order to make changes to the client applications settings and for them to stay applied after restart, the client application must be run as an administrator. If the Arc Operator Console is installed on Windows 2003, Windows 2008 or Windows 7 Operating System then 'Data Execution Prevention (DEP)' must be set to Turn on DEP for essential Windows Programs and Services Only Backups Table 4-4: Client Software - PC Specification As with all systems, we advise that backup facilities are utilised to ensure application and data integrity, should an unforeseen circumstance arise. This is at the discretion of the Customer to source and maintain a suitable Backup policy. It is recommended that a solution offering a one step disaster recovery is used. That is a solution that has the ability to restore the complete contents of a hard drive from a bootable disk and the restore media Server Redundancy We strongly recommend that the PC Server should be a redundant system with the following redundancy methods. This is at the discretion of the customer: Multiple hot-swap power supplies Hot-swap Hard Drive arrays UPS / power conditioners RAID 4-10

25 4.3.7 Security Considerations All servers in a Windows environment have a requirement for Anti Virus software, and the ARC Connect Server(s) are no exception to this rule Network Requirements The following table outlines the network requirements for running the Arc Connect Server and Client applications. Applies To All Network Types Network Specification The network will need to support/run TCP/IP. Arc Connect Server application will need to run under an Administrator profile. (Local Administrator is acceptable) Microsoft Windows Network If the network uses DHCP then the PC Server will need a static IP address allocated to it. Table 4-5: Network Requirements If you require further information, please contact Arc Technical Services Centre on (or from outside the UK) or address support@arcsolutions.com Database Considerations - Microsoft SQL Server Arc requires Microsoft SQL Server for all database operations including logging, configuration and directory storage. Versions supported can be found in the Hardware and Software Pre-requisites document AND the release notes for each release. Note that Arc does not support 64bit SQL in any form (indeed no 64bit OS platforms are supported either due to Cisco TAPI restrictions and Arc incompatibility.) Arc requires two databases to function, and these must be created using the Arc Admin application. These databases can be on the local machine i.e. the Arc Server (both Publisher and Subscriber), or can be hosted remotely. If resilience using replication is to be used ONLY the local SQL option is supported. SQL licences are required for every Arc application/client on the system, due to them using the SQL data either directly or indirectly in order to function Phonetics The OS locale can also affect additional functionality of the Phonetics feature. The table below will need to be considered when planning your deployment and in order to best support your Phonetics searching requirements. Language OS Locale Setting Arabic (Saudi Arabia) Cantonese (Hong Kong) Chinese (PRC) [Simplified Chinese], Chinese (Taiwan) [Traditional Chinese], Danish (Denmark), Dutch (Netherlands) Arabic Chinese (Hong Kong S.A.R., PRC) Chinese (Simplified (PRC)) Chinese (Taiwan) Danish Dutch Arc Premium Installation Manual 4-11

26 Language OS Locale Setting English Finnish, French (Parisian), German, Hebrew, Italian, Japanese (Japan), Korean (Korea), Norwegian (Norway), Portuguese (Portugal), Russian (Russia), Spanish (Traditional), Swedish (Sweden) English Finnish French German Hebrew Italian Japanese Korean Norwegian Portuguese (Portugal) Russian Spanish Swedish Microsoft Office Communication Server Connectivity As companies grow larger and more global, more and more deployments of instant messaging software are becoming standard to the corporate network. Microsoft Office Communications Server is one such example of this software and as such Arc Premium provides a solution called Arc OCS Server to connect and obtain user information in order to display in the Arc directory. In order for the Arc OCS Server to be able to connect to the Microsoft Office Communication Server, an Application or User Endpoint must be created on the domain. This involves an entry being created into the Active Directory of the Domain that the Microsoft Office Communication Server resides on. During the Arc Premium Server installation process, if the necessary rights to the domain are given and the pre-requisites of the Microsoft Office Communication Server Core Components are installed, then an Application Endpoint is automatically created with the details specified. If either of these two requirements does not exist, then the Application Endpoint has to be provisioned manually, please see Appendix D for detailed instructions on how to do this. The Arc OCS Servers connection to the server platform using the previously mentioned endpoint must be trusted by the Microsoft Office Communications Server. To enable this trust relationship, the application must present to the server a hosting computer's certificate, which must be issued by a CA common to both the Arc OCS Server and the Microsoft Office Communications Server hosting computer. To ensure that the Arc OCS Server runs successfully, you must then install the required certificate manually. Please see Appendix C for detailed instructions on how to do this. In Summary, the following steps must be taken in order to setup the Arc OCS Server connection to the Microsoft Office Communications Server: 1. Install a Computer Certificate from your Domains CA onto the machine that will run the Arc OCS Server. 2. Create an Application Endpoint in the domain of the Microsoft Office Communication Server, either by; Running the Installation Process with Domain Administrator rights, or Manually adding the Endpoint using the utility provided. 4-12

27 After the Contact object is created there is a delay of about ten minutes before the Contact object replicates from Active Directory domain services to the server. Arc Premium Installation Manual 4-13

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29 5 Contact Information and Services Available The Arc Technical Services Centre (Arc TSC) has the ability to provide support to its partners and endusers 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant maintenance contract. A standard Business Hours contract provides access to the Arc TSC from Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract option is also available. All customers or partners must have a valid maintenance contract to raise a case with the Arc TSC. For further information regarding the Arc Solutions support options, please contact your reseller or your Arc Solutions account manager. Contact details for the Arc TSC are as follows: UK & Ireland (0) Europe, Middle East & Africa (0) Americas Asia Pacific or +44 (0) support@arcsolutions.com Arc Premium Installation Manual 5-1

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31 6 Installation Checklist This checklist is designed to guide you through the installation process for Arc Connect Server in an easy to follow step-by-step sequence. A certain amount of preparation is required to ensure that a quick setup is achieved. The following checklists are designed to guide you through the installation process in a step by step sequence. These include a series of prerequisites that are required to ensure that the installation and configuration process takes in to account some required elements. 6.1 Installation and Configuration Checklist Step 1 Preparation Install any prerequisites documented in the Release Notes Decide on Queues and Operators required Study Design Guide and formulate system numbering plan CTI Reference Device (required by super provider) Host PBX Gateway (Max calls queuing at one time) Service Q (Operator Held Calls, call in transfer, Recalls) Park (Max Parked Calls at any point in time) Queue Locations (1 per queue) Pre CT Gateway Devices (for call filtering) Static Voice Port When considering the numbering plan it is required that a CTI reference device is included. This is a CTI port with the lowest DN that appears in your TSP User device list in the Call Manager Configuration. This port should not be used in the configuration, and should not be amended or deleted once it has been associated as a static device with the profile. After associating this device to the TSP User you will need to reboot the Arc Server. Table 6-1: Installation and Configuration Checklist Install Arc Server and Admin applications Step 2 Install and Configure Arc Connect Server Disable the User Account Control if using Windows 2003/2008 Arc Premium Installation Manual 6-1

32 Open Administration Application Create Configuration database Create Arc Log Database Configure resilience support by providing Publisher and Subscriber details (Optional) Configure CT Gateway section for System Devices and Directory General Settings Resource Groups Devices Directory Groups if required Configure Communities Configure Contact Management Configure LDAP Synchronisation if required Configure Messaging (including SMS options) Configure Users Permissions Groups Console Operators Supervisors Wallboards Configure Console Connect Console Queues Name and Location Distribution Type Overflows Emergency Max Calls Max Waiting Time No Operators logged in Assign Operators to Queues (Operators Queues) Assign Directory Groups to Operators (Operators Groups) Add Call Filters Add Break Hours for each queue as required (Breaks are on a 24 hour basis, to set a break overnight set a break up to 23:59:59 and another break from 00:00:00 to the start of the working day) Click OK to complete Arc Console configuration Step 2 Install and Configure Arc Connect Server Table 6-2: - Install and Configure Arc Connect Server Step 3 CallManager Configuration Create partition and Calling Search Space or add to existing ones (We recommend that all Arc devices need to be reached for all extensions and gateways, and be able to dial all devices and gateways) Create CTI Route Points for Queue Locations and Pre CT Gateway devices Create CTI Ports for Host PBX Gateway, Service Queue, Park and Static Voice ports 6-2

33 Step 3 CallManager Configuration Create User Profile and enable CTI usage, associate all device to be used by Arc CTI Ports CTI Route Points Phones for Operators All devices to be monitored in Busy Lamp Field (Fixed - such as Paging)* Table 6-3: CallManager Configuration * Important - With version (onwards) there is no requirement to associate devices to be monitored in Busy Lamp Field. Doing this with the extended number of devices will severely increase the traffic on the server which in turn will slow the service provided. Step 4 Install Cisco TSP on Arc Connect Server Browse to CallManager configuration and select Application > Install Plugins Select Cisco Telephony Service Provider and run the install following the onscreen instructions. After rebooting the Server configure the TSP, making sure to allow for enough Automated Voice Lines (CTI Ports that will be used by Arc) Install Cisco TAPI Wave Driver (instructions are in the TSP readme file) Reboot the server Table 6-4: Install Cisco TSP on Arc Connect Server Step 5 Test TAPI Use Phone.exe (TAPI Soft Phone) from Julmar.com to test that a) all Associated devices appear in the line list, and b) that a CTI Ports can be monitored and a call made to a nearby handset. Table 6-5: Test TAPI Step 5a Install and Configure Arc Voice Connect (Optional) Install the Arc Voice Connect Server component from the Arc Server Installation options Open Arc Administrator, select CT Gateway > Resource Group Devices > Voice Devices and then configure your Voice Ports Restart the Voice Server Service and start the Voice Server From Arc Administration application, select Voice Connect Configure General Settings (you must select a default In-Queue Position Message even if not using this type of message) Record any new phrases Create new messages from recorded phrases Arc Premium Installation Manual 6-3

34 Add in-queue messages to each queue as required If using Auto Attendant, create new scripts Create Voice Sessions Name and location Select script Overflows Add Break Hours for Voice Sessions Click OK to complete configuration Step 5a Install and Configure Arc Voice Connect (Optional) Table 6-5a: Configure Arc Voice Connect (Optional) Step 6 Install Operator and Additional Arc Premium Products Install and Configure any additional Arc Premium elements that are required within the organisation such as Console Attendant Operator, Supervisor, Agent, Wallboard etc. Although these products may be referenced in this manual, they all have supporting documentation to assist with installation, configuration and operation. Disable the User Account Control if using Windows 2003/2008 Set DEP (Data Execution Protection) to Turn on DEP for essential Windows Programs and Services Only if using Windows 2003/2008 and Windows 7 Table 6-6: Install Operator and Additional Arc Premium Products Step 7 Test Console Connect Start Arc Server Log in Operator Make test calls dialling Queue Location or Pre CT Gateway device. Table 6-7: Test Console Connect 6-4

35 7 Installation of Arc Connect Server Components The installation procedures described in this section are about the Server applications in Arc Connect. These are broken down into required and optional components depending on your product licenses and requirements. Required Components:- Arc Connect Server Arc DB Upgrade Arc CT Server Arc LDAP Server Optional Components:- Arc CTI Server Arc Presence Arc Voice Connect Server Arc Agent Arc Supervisor Arc CUPs Server Arc Wallboard XML Agent Arc OCS Server 7.1 Prerequisites The following processes need to be completed prior to an installation so that Arc Premium suite of servers work to an optimum performance. Where the prerequisites are required for a specific server component this will be stated Disabling Remote Access Connection Manager Service The Microsoft Windows Remote Access Connection Manager service can cause problems with the Arc Enterprise Premium server and Cisco TSP; so you must disable it using the following steps: 1. In Control Panel, open Administrative Tools, and then double-click Services. 2. Right-click the Remote Access Connection Manager service and then click Properties. 3. In the dialogue box General tab set Startup type to Disabled and then click OK. 4. Restart your machine for the change to take affect Disabling the User Account Control in Windows 2003 and 2008 If you are installing the Arc Premium suite of software on Windows 2003 and 2008, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To do this perform the following steps:- Arc Premium Installation Manual 7-1

36 To complete this procedure you will need to have administration rights. The Screens used in the following steps may vary between Window Versions. The ones used are based on Windows Select the Control Panel, and go to User Accounts. 2. Click on Turn User Account Control on or off. 3. De-select the tick box, Use User Account Control (UAC) to help protect your computer. Then click on OK. 4. You will be asked to Restart the machine for the change to take affect. 7-2

37 7.1.3 Creating a CTI Reference device For Arc Premium CTI Server to work in an optimum way it is required that a CTI reference device must be created having the lowest DN that appears in your TSP User device list in the Call Manager Configuration. To set up this CTI reference device 1. Create a CTI Port having lowest DN that appears in your TSP User device list in the whole Call manager Configuration. 2. Restart the machine where Cisco TSP is installed. Please make sure the CTI Port created in Step 1 must not be used anywhere in the configuration. Also this device must not be amended/deleted once it is associated as a static device with the profile Install a Domain Computer Certificate and Arc OCS Server Prerequisites (Optional) For the Arc Premium OCS Server to be able to establish a connection to the Microsoft Office Communications\Lync Server a computer certificate for the domain must be installed and the Microsoft Office Communications\Lync Server Core Components must be installed. To install a certificate onto the computer you are installing the Arc OCS Server onto; please follow the instructions provided in Appendix C - OCS Client Certificate Verification & Installation on page 1. The supported platforms to deploy the OCS Core Components: Windows Server 2003 with SP2 (x86, x64), Windows Server 2008 (x86, x64) and Windows Vista Business or Enterprise with SP1 (x86, x64). The Arc Server is only supported on Windows Server 2003/2008 x86 versions. Although OCS 2007 R2 and Lync are only supported on a 64-bit platform, the 32-bit version of the OCS Core Components is available. For setups where "Microsoft Office Communications Server 2007 R2" is installed, you can find it on the installation DVD under \SUPPORT\i386. For setups where "Microsoft Lync" is installed, you must first download the "Unified Communications Managed API 2.0 SDK" for 32bit Operating Systems. Once downloaded and installed, the Core Components package can be found within the installed i386\setup folder. In this folder (or its parent folder) there are a couple of files that are required as pre-requisites. Install them in the following order: 1. NET Framework 3.5 SP1 - Should already be installed as it is a pre-requisite for Arc Premium, however can be download from web or from installation media (dotnetfx35.exe) 2. sqlncli.msi - SQL Server Native Client 3. vcredist_x86.exe - VC Redistributable 4. OCSCore.msi - Office Communications Server Core Components If installing the Arc OCS Server component to run against a Microsoft Office Communications Server 2007 R2 installation, then it is recommended to run the Arc Installation Setup as a Domain Administrator in order that the Application Endpoint that is used to connect to the Microsoft Office Communication Server can automatically be created for you, otherwise Arc Premium Installation Manual 7-3

38 please follow the instructions given in Appendix D on how to carry out this process manually. 7.2 Installation of the Arc Connect Server and Administration 1. Insert the Arc Connect CD into to the CDROM, or browse to the directory where the downloaded installation files are saved. 2. Select the installing location from My Computer or Windows Explorer to view the directories on the CD. The directories are named according to the applications they contain. 3. User should run the Arc_Enterprise_Premium_Setup.exe application first. Install it on a machine that is allocated to run the Arc Connect Server. 4. The initial window that appears displays a welcome note and instructions on the installation. Click Next. 5. The next screen shows the License Agreement, there is an option to scroll around the document by using the Up and Down arrows. There is also an option to Print the agreement. To continue with the installation click on Yes to confirm that you accept the License Agreement. 7-4

39 If you do not agree with the license, clicking on No will exit the installation. 6. The Readme file contains essential information including last minute details that may be missing from support documentation. When this information has been read, click Next to proceed. 7. Registration Information. Enter the Name and Company Name of the license holder, and click Arc Premium Installation Manual 7-5

40 on Next. Please ensure the correct spelling of this information. 8. Choose the destination location that the software will be installed. The default location is C:\Program Files\Arc\ 7-6

41 To select an alternative location, click on the Browse button, you can select a different path and directory. Click the Next button. 9. You can select which type of installation you require from the Setup Type screen. The options available are:- Complete - This will install all server components. Custom - This will provide the option to select which components are installed. This would be used in an instance where either specific component servers are required and space on the PC may be limited, or in the case where an additional server component is required. Click the Next button. Microsoft IIS is required for some of the server components to function correctly. If the Complete option is selected and IIS is not installed on the machine, you will be prompted with a dialogue box which will list which server components will not be installed if you choose to continue. Clicking on No will exit the Server install. Clicking on Yes will install all of the components with the exception of the listed ones. Arc Premium Installation Manual 7-7

42 If the Arc OCS Server is being installed and the Microsoft Office Communications\Lync Server Core component is not detected then you will be prompted that the installation will not be successful and you will be required to confirm if you want to continue 10. For Compete installations this step is not required. If you have Selected Custom installation, you will see a screen that allows you to select the Servers that you require. Compulsary Server components that are required will appear with a tick and the adjacent box will be greyed out. These can not be de-selected. Select the Servers you require to install by ticking the box adjacent to the server name. 7-8

43 The graphic above shows the list of available Server Components. Communication Server, Admin & LDAP and Database Upgrade Tool are compulsory components, which is denoted by the grey box and tick. When a server component is selected a brief explanation of that server will appear in the Description box. The next graphic provides an example where all available server components have been selected for installation. With the Custom installation, there is no dialogue box to warn you that Microsoft IIS is not installed. In the instance that IIS is not available on the machine, the servers that would require it (such as Arc Presence or XML Agent) will not be available in the options to install. You will need to Cancel the installation, manually install IIS and restart the installation process. When the chosen Servers are selected, click on Next to proceed. 11. This step applies to both Complete and Custom installation. Select a Server Type from either Publisher (Primary Server) or the Subscriber (Secondary Server). Arc Premium Installation Manual 7-9

44 This functionality is used to provide resilience (backup) to your Arc Connect Server. 12. This step applies to the Complete installation and it will also appear in the Custom installation if the CTI server component has been selected. In this screen all fields are required. You will need to provide information for:- Cisco Unified Communications Manager Server Name/FQDN/IP Address, Cisco Unified Communications Manager Server Port, the default is port 443, Cisco Unified Communications Manager Application/End User ID, Cisco Unified Communications Manager Password for the End User account. 7-10

45 Please ensure that the End User profile has the required roles assigned to it before proceeding with the installation. This is configured on the Cisco Unified Communication Manager and details are provided in the document CUCM Configuration Manual for Arc Premium. 13. This step applies to the Complete and Custom installation. Enter the Call Recording Server Type from the following options: None - Leave the rest of the page blank and click on Next to continue with the installation. Impact Enter the Server Host Name/ FQDN/IP Address of the machine where the Call Recording Server is installed. The Server Port will be auto-populated (6666). There is no requirement for a Username or Password. Click on Next to continue with the installation. CallRex - Enter the Server Host Name/ FQDN/IP Address of the machine where the Call Recording Server is installed. The Server Port will be auto-populated (0). Enter the Username and Password for the server. Click on Next to continue with the installation. Click the Next button. 14. This step applies to the Complete installation and it will also appear in the Custom installation if the CUPS server component has been selected. Enter the Server Host Name/FQDN/IP Address for the CUPs Server. The Default for the CUPs Port No is defaulted to There is also facility to enter the Proxy Domain information. Arc Premium Installation Manual 7-11

46 15. This step applies to the Complete installation and it will also appear in the Custom installation if the CUPS server component has been selected. Enter the CUPS UserName and CUPS Password for the CUPs Server. 7-12

47 16. This step applies to the Complete installation and it will also appear in the Custom installation if the OCS server component has been selected. In this screen all fields are required. You will need to provide information for:- Microsoft Office Communications Server Version, Microsoft Office Communications Server FQDN (Fully Qualified Domain Name), Certificate Name, Application Endpoint Name, Application Endpoint No. If the installation is configured for installing against a Microsoft Office Communications Server 2007 R2 setup, and is being run with an account that has Domain Administrator rights, then the required Application Endpoint will automatically be created. If you are not running as a Domain Administrator, or you are installing against a Microsoft Lync Server, then the Application Endpoint will need to be configured manually. This is covered in Appendix D - OCS Application Endpoint Verification & Installation on page This step applies to the Complete and Custom installation. Ticking this checkbox will Add an Icon for Arc Connect Server and Arc Connect Administration on the desktop. Arc Premium Installation Manual 7-13

48 Click the Next button to proceed. 18. A Start Copying Files window will appear. This screen confirms the information that has been entered. If the information is incorrect than use the Back button to go back to the relevent screen. If the Information is correct click on Next to continue with the installation 7-14

49 . 19. During installation if Microsoft IIS is previously installed but missing any features, a command box will appear briefly and the missing features added automatically. 20. A Setup Status window will appear, showing the progress of the installation. Arc Premium Installation Manual 7-15

50 When the progress line is complete, the window will minimise and the desktop will appear. This may last for several minutes while the installation is completed. 21. This step applies to the Complete installation and it will also appear in the Custom installation if the XML Agent component has been selected. CiscoURLProxy is required for the XML Agent Component to work correctly. When the welcome 7-16

51 to CiscoURLProxy screen appears, click on the OK button to continue with the installation. 22. There is an option to change the installation directory if required. By default it is the folder C:\Program Files\CiscoURLProxy\. Click on the large installation button. 23. A dialogue box displays the installation progress, and eventually a confirmation screen appears. Click on Ok to proceed with the installation. In order to use this service on the phone, there are some configuration changes that are required on the CUCM. These can be found in the document entitled CUCM Configuration Arc Premium Installation Manual 7-17

52 for Arc Premium 5.1.x in a section called XML Agent Service Configuration in CallManager (Optional). 24. This step applies to the Complete installation and it will also appear in the Custom installation if the Arc Presence component has been selected. During the Arc Presence installation you will be required to select between the Authenication Modes, the selection is either Domain Authentication or Workgroup Authentication. In order to use Arc Presence, there are some configuration changes that are required on the CUCM. These can be found in the document entitled CUCM Configuration for Arc Premium 5.1.x in a section called XML Agent Service Configuration in CallManager (Optional). 25. When the selection has been made, click on Apply to close the dialogue box. If the Workgroup Authentication mode is selected then you will need to configure the Basic Authentication Settings, this is covered in Appendix E: Basic Authentication Settings for PresenceWeb on page When all of the required files have been installed you will get a Wizard Complete screen where you will be prompted to select between either Yes, I want to restart my computer now, or No, I will restart my computer later depending on your preference. 7-18

53 Select Click Finish to confirm your selection and complete the installation. Important - Remember to set Disabling the User Account Control in Windows 2003 and 2008 on page 1. Arc Premium Installation Manual 7-19

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55 8 Creating Databases After the Arc Connect components have been installed, you are required to create two databases. This is set up in Arc Connect Administration. The two databases are: Configuration This database contains the configuration information for Arc Connect. Arc CT Server consults the configuration database to check parameters for different applications and operations. There is no limit to the number of configurations the user can create for the Arc Connect Server. However, only one can be active at any given time. While the system is running changes can be made to the database, but they will not take effect until the Arc Server has been stopped and restarted. The user can also make online changes to the database using the Arc Connect Supervisor application. Logging The Logging database keeps a record of all events and call activities. The user can create more than one logging databases but only one of them can be active at a given time. 8.1 Administrator Logon The Configuration Utility has an authentication mode for the users. The Configuration Utility is accessible only to the Administrator for making new configurations or updating them. The default Logon Name and Password is ArcAdmin. This Logon process can be configured so that it is not required to access Arc Connect Server Administration. It is recommended that this policy is only adopted if the software is installed on a machiine with alternative security arrangements so that it can not be tampered with without adequate training or system awareness. To logon to the Administration application. 1. Open the Arc Connect Administration utility. 2. Select File > Logon from the main menu. 3. The Logon window will open. Arc Premium Installation Manual 8-1

56 4. Enter Login Name and Password, and click Login. 8.2 Creating a New Configuration Database To create configuration database 1. Logon to Arc Connect Administration. 2. From the main menu bar, select Database > Config DB 3. Go to Maintenance tab. Click New. 4. Enter a Name and Description for the database. 5. Enter the SQL Server name or click Browse to select the SQL Server from the list of all available SQL Servers on the network. If a non standard SQL Port is being used (a port other than 1433) then you will need to enter servername, port number in the Server box. 6. Enter the SQL Server User Name and Password. 7. Click OK. The new database has a status of closed when it is first created. 8. Go to the Select tab, select the new database and press Open. The database is now available to the Arc Connect Server. 9. Click OK to finish. 8-2

57 8.3 Creating a New Logging Database To create a logging database: 1. Login to Arc Connect Administration. 2. From the main menu bar, select Database > Log DB 3. Select the Maintenance tab and click New. The default logging database name is ArcLogDB. 4. Give the SQL Server name or click the Browse button to select the SQL Server from the list of all available SQL Servers on the network. 5. Enter the SQL Server User Name and Password. 6. Click OK. The new database has a status of closed when it is first created. 7. Select the new database and click Open. 8. Click OK to finish. 8.4 Creating Indexes This menu option (Database > Index) allows the user to apply indexes on fields in the contact database that the operator application uses in order to perform optimised search operations. This page displays the following tab: Contact: This tab displays the Database fields to be indexed. The user can select the fields to be indexed from the Available Fields list and by clicking on the directional arrows, move them to the Indexed Fields list. When a field is indexed, it will be available for the operator to use to sort their directories on. There is also a directional arrow to move a field from Indexed to Available, if required. Once the fields to be indexed have been selected, click Update to save the changes. The following fields are always indexed and cannot be moved to Available Fields list, Business_1 Contact_Unique_Ref Extension First_Name Last_Name Mobile Arc Premium Installation Manual 8-3

58 8.4.1 Viewing Licenses From the registration screen, which is accessed by selecting Help> Registration, there is an option to view Licencing. 1. Click on View License. There are two screens:- Queues This screen provides the management of the Queues that have been configured. When the software is purchased a number of queues will be provided within that purchase. It is possible to create more queues than the licensed amount, and they can be configured from this screen. Contacts This screen provides the management of the Contacts that are available. Arc Premium edition has a capacity for 20,000 Contact Licenses. When this number is exceeded the initial contacts will be moved into the Log database. This screen provides the facility to restore any archived contacts into the live system. 8-4

59 9 Arc Connect Resilience Arc Connect provides backup for the configurations made through Arc Connect Administration. In case of a server failover, the backup or the secondary server, also known as the Subscriber, will be active and keep Arc Connect running. You will not be able to use the Subscriber for updates to the system configuration, however, the system will remain active based on the settings made through the Publisher, avoiding disruption in the call flow and call controls. Arc Connect ensures that the Subscriber holds the updated configurations at all times. When the Publisher is active, the Subscriber restarts every five minutes and the information held in the Subscriber database is updated. Server backup is achieved through resilience between the Publisher (Primary Server) and Subscriber (Secondary Server). Please make sure you have the following installed on the system where the Publisher/Subscriber is to be installed, MS SQL 2005 Server SP3 Standard or Enterprise(including Hotfix provided with the Arc Premium installation) or MS SQL Windows 2003 Server SP2 or Windows Installation of Publisher While installing, you must make sure that the Publisher and Subscriber are installed on separate machines. Before installing the Publisher, please make sure of the following: The setup is run from the machine where SQL Server is installed. If the system has the Subscriber installed, do not install the Publisher on the same machine. Interchanging Publisher and Subscriber machines is very risky; therefore, you must avoid it. Any previous replication settings must be disabled. If you have a Publisher configuration already installed with your network, DO NOT create another Publisher configuration on another machine with the same database name. If there are replication monitor issues prior to installing Publisher, fix them before starting the installation process. The replications settings in SQL Server Enterprise Manager must remain unchanged. Arc Premium Installation Manual 9-1

60 To Install Arc Connect Resilience 1. From the Start Menu, select the Arc Enterprise folder and select the option Configure Resilience on this Server. 2. A Welcome screen will appear for Arc Connect Publisher. You will now be able to create replication. Please make sure that you have the necessary privileges and access rights on the network domain and SQL server. Click on Next. 3. The next window will restart the NT replication services with a user account that belongs to the Administrator Group having appropriate privileges and access rights on the network domain. Inadequate privileges may result in the replication process stopping. Publisher and Subscriber must be run under the same user account. 9-2

61 If you do not wish to restart NT Replication Services, you may uncheck the Change Service checkbox and click Next. The following message box will be displayed. IMPORTANT Before confirming this message box, it is important to check that both the MSSQLSERVER and SQLSERVERAGENT are still running. If it is not running the installation will continue through to completion, but it will have failed to install correctly. Click Yes to keep the replication services active under the current user account specified. Click Next to proceed. 4. The Installation Progress will be displayed on the screen, for the creation of transactional replication and the initialisation of the snapshot job. 5. When the installation has successfully completed a message box will confirm this. Click OK on Arc Premium Installation Manual 9-3

62 the message box. Click Finish on the Installation Progress window. Subscriber cannot be installed until the snapshot has been successfully created. The status of the snapshot can be viewed through SQL Enterprise Manager > Replication Monitor > Publishers > (System name) > (DB name). 9.2 Installation of Subscriber IMPORTANT The Subscriber configuration can not be run on the same machine as one configured as a Publisher. Before installing the Subscriber, please make sure of the following: The setup is run from the machine where SQL Server is installed. If the system has the Publisher installed, do not install the Subscriber. New databases have been created using the Arc Connect Administration. The databases cannot be upgraded in this case. Before installing you must make sure that the snapshot for the publisher database has been successfully created. This can be viewed through the SQL Enterprise Manager. The status of Snapshot must be displayed as Succeeded. Interchanging Publisher and Subscriber machines is very risky and should be avoided. Any previous replication settings should be disabled. If there are replication monitor issues prior to installing Publisher, fix them before starting the installation process. The replications settings in SQL Server Enterprise Manager must remain unchanged. 9-4

63 1. From the Start Menu, select the Arc Enterprise folder and select the option Configure Resilience on this Server. 2. The Arc Connect Subscriber Welcome screen will be displayed. You will now be able to create the Subscriber to provide resilience in case the primary server fails. Please make sure that you have the necessary privileges and access rights on the network domain and SQL server. Click on Next to start the installation. Arc Premium Installation Manual 9-5

64 3. Specify the name of the Server where the Publisher database is installed. If you have a choice to select either Windows or SQL Server Authentication. If you choose Use SQL Server Authentication, enter the User Name and Password. Click on the drop down list to select the publisher Database, you may have to wait for the Server to populate the list with publisher databases available. Select the required Database and click Next to proceed. 4. The next window will restart the NT replication services with a user account that belongs to the Administrator Group having appropriate privileges and access rights on the network domain. Inadequate privileges may result in the replication process stopping. The Publisher and Subscriber must be run under the same user account. 9-6

65 If you do not wish to restart NT Replication Services, you may uncheck the Change Service checkbox and click Next. The following message box will be displayed,. IMPORTANT Before confirming this message box, it is important to check that both the MSSQLSERVER and SQLSERVERAGENT are still running. If it is not running the installation will continue through to completion, but it will have failed to install correctly. Click Yes to keep the replication services active under the current user account specified. Click Next to proceed. 5. The installation progress of the subscriber will be displayed across the screen. When the installation is complete, a message box will be displayed. Click OK. Click Finish. Arc Premium Installation Manual 9-7

66 9-8

67 10 Installation of Arc Premium Console Operator 10.1 Disabling the User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Premium suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To do this perform the following steps: To complete this procedure you will need to have administration rights. The Screens used in the following steps may vary between Window Versions. The ones used are based on Windows Select the Control Panel, and go to User Accounts. 2. Click on Turn User Account Control on or off. 3. De-select the tick box, Use User Account Control (UAC) to help protect your computer. Then Arc Premium Installation Manual 10-1

68 click on OK. 4. You will be asked to Restart the machine for the change to take affect Installation of ArcConsole Operator 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Operator_Setup.exe. 2. The initial window that appears displays a welcome note and instructions on installation. Click Next. 10-2

69 3. Confirm that you accept the License Agreement by clicking on Yes to continue. If you do not agree with the license, clicking on No will exit the installation. 4. The Read Me file contains essential information. Once this information has been read, click Next to proceed. Please ensure that you read this file because it contains important information for the CallManager. Arc Premium Installation Manual 10-3

70 5. Registration Information. Enter the Name and Company of the license holder, and click on Next. Please ensure the correct spelling of this information. 6. The follwing window shows the destination directory that the software will be installed in. The default destination is C:\Program Files\Arc\ By using the Browse button, you can select a different path and directory. Click the Next button. 7. Enter the Server Host Name/FQDN/IP Address of the machine running the Arc Premium Primary Server (Publisher). 10-4

71 If this is stated incorrectly then the Console Operator will not be able to connect up to the Server and will therefore not function. 8. If a Secondary Server (Subscriber) has been setup, enter the Server Host Name/FQDN/IP Address of the machine where it has been installed. Click the Next button. If no Secondary Server is installed then this box can be left blank. Arc Premium Installation Manual 10-5

72 9. Select the required language for the application. Click the Next button to continue. 10. Select if the console is going to be used by a Visually impaired Operator Click the Next button to continue. 10-6

73 11. Ticking this checkbox will Add an icon for Arc Console Operator on the desktop. Click the Next button to proceed. 12. Prior to files being copied a review screen will confirm all of the information that has been entered. If the information is incorrect than use the Back button to go back to the relevent screen. If the Information is correct click on Next to continue with the installation. 13. The final window displays the confirmation that Arc Console Operator has been installed successfully. Arc Premium Installation Manual 10-7

74 Click the Finish button to complete the installation. Important - Remember to set Disabling the User Account Control in Windows 2003/2008/ Vista/7 on page Installing Console Operator on Windows 2003/2008 If you are installing Arc Premium Console Operator on Windows 2003/2008, there is an additional process that you need to complete by setting Data Execution Protection on. To do this perform the following steps: When installing the software you will need to have administration rights. 1. Right Click on My Computer and select Properties. 2. The System window will open. Select Advanced System Settings. Note the screens may vary 10-8

75 between the different versions of Windows. Windows 2003 Windows Select the Advanced tab. Under the heading Performance, click on the Setting button. 4. The Performance Option Dialogue Box will open. Select Data Execution Prevention tab. 5. On the Data Execution Prevention tab select the option to Turn on DEP for essential windows Arc Premium Installation Manual 10-9

76 10-10 programs and services. Click on Apply and OK to close this dialogue box.

77 11 Installation of Arc Call Connect Agent 11.1 Disabling the User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Premium suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To do this perform the following steps: To complete this procedure you will need to have administration rights. The Screens used in the following steps may vary between Window Versions. The ones used are based on Windows Select the Control Panel, and go to User Accounts. 2. Click on Turn User Account Control on or off. 3. De-select the tick box, Use User Account Control (UAC) to help protect your computer. Then Arc Premium Installation Manual 11-1

78 click on OK. 4. You will be asked to Restart the machine for the change to take affect Installation of Arc Call Connect Agent 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Agent_Setup.exe. 2. The initial window that appears displays a welcome note and instructions on installation. Click Next. 11-2

79 3. Confirm that you accept the License Agreement by clicking on Yes to continue. If you do not agree with the license, clicking on No will exit the installation. 4. The Read Me file contains essential information. Once this information has been read, click Next to proceed. Please ensure that you read this file because it contains important information for the CallManager. Arc Premium Installation Manual 11-3

80 5. Registration Information. Enter the Name and Company of the license holder, and click on Next. Please ensure the correct spelling of this information. 6. The follwing window shows the destination directory that the software will be installed in. The default destination is C:\Program Files\Arc\ By using the Browse button, you can select a different path and directory. Click the Next button. 7. Enter the Host Name/FQDN/IP Address of the machine running the Arc Connect Primary Server (Publisher). 11-4

81 If this is stated incorrectly then the Arc Call Connect Agent will not be able to connect up to the Server and will therefore not function. 8. If a Secondary Server (Subscriber) has been setup, enter the Host Name/FQDN/IP Address of the machine where it has been installed. Click the Next button. If no Secondary Server is installed then this box can be left blank. Click the Next button to continue. Arc Premium Installation Manual 11-5

82 9. Select if the Agent type from either Local or Remote Click the Next button to continue. 10. Ticking this checkbox will Add an icon for Arc Call Connect Agent on the desktop. Click the Next button to proceed. 11. Prior to files being copied a review screen will confirm all of the information that has been entered. If the information is incorrect than use the Back button to go back to the relevent 11-6

83 screen. If the Information is correct click on Next to continue with the installation. 12. The final window displays the confirmation that Arc Call Connect Agent has been installed successfully. Click the Finish button to complete the installation. Important - Remember to set Disabling the User Account Control in Windows 2003/2008/ Vista/7 on page Installing Console Operator on Windows 2003/2008 If you are installing Arc Call Connect Agent on Windows 2003/2008, there is an additional process that you need to complete by setting Data Execution Protection on. To do this perform the following steps: Arc Premium Installation Manual 11-7

84 When installing the software you will need to have administration rights. 1. Right Click on My Computer and select Properties. 2. The System window will open. Select Advanced System Settings. Note the screens may vary between the different versions of Windows. Windows 2003 Windows Select the Advanced tab. Under the heading Performance, click on the Setting button. 11-8

85 4. The Performance Option Dialogue Box will open. Select Data Execution Prevention tab. 5. On the Data Execution Prevention tab select the option to Turn on DEP for essential windows programs and services. Click on Apply and OK to close this dialogue box. Arc Premium Installation Manual 11-9

86 11-10

87 12 Installation of Arc Supervisor 12.1 Disabling the User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Premium suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To do this perform the following steps: To complete this procedure you will need to have administration rights. The Screens used in the following steps may vary between Window Versions. The ones used are based on Windows Select the Control Panel, and go to User Accounts. 2. Click on Turn User Account Control on or off. 3. De-select the tick box, Use User Account Control (UAC) to help protect your computer. Then Arc Premium Installation Manual 12-1

88 click on OK. 4. You will be asked to Restart the machine for the change to take affect Installation of Arc Supervisor 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Supervisor_Setup.exe. 2. The initial window that appears displays a welcome note and instructions on installation. Click Next. 12-2

89 3. Confirm that you accept the License Agreement by clicking on Yes to continue. If you do not agree with the license, clicking on No will exit the installation. 4. The Read Me file contains essential information. Once this information has been read, click Next to proceed. Please ensure that you read this file because it contains important information for the CallManager. Arc Premium Installation Manual 12-3

90 5. Registration Information. Enter the Name and Company of the license holder, and click on Next. Please ensure the correct spelling of this information. 6. The follwing window shows the destination directory that the software will be installed in. The default destination is C:\Program Files\Arc\ By using the Browse button, you can select a different path and directory. Click the Next button. 12-4

91 7. Enter the IP Address of the machine running the Arc Connect Primary Server (Publisher). If this is stated incorrectly then the Arc Supervisor will not be able to connect up to the Server and will therefore not function. 8. If a Secondary Server (Subscriber) has been setup, enter the IP Address of the machine where it has been installed. Click the Next button. If no Secondary Server is installed then this box can be left blank. Arc Premium Installation Manual 12-5

92 9. Ticking this checkbox will Add an icon for Arc Supervisor on the desktop. Click the Next button to proceed. 10. Prior to files being copied a review screen will confirm all of the information that has been entered. If the information is incorrect than use the Back button to go back to the relevent screen. If the Information is correct click on Next to continue with the installation. 11. The final window displays the confirmation that Arc Supervisor has been installed successfully. 12-6

93 Click the Finish button to complete the installation. Important - Remember to set Disabling the User Account Control in Windows 2003/2008/ Vista/7 on page Installing Console Operator on Windows 2003/2008 If you are installing Arc Supervisor on Windows 2003/2008, there is an additional process that you need to complete by setting Data Execution Protection on. To do this perform the following steps: When installing the software you will need to have administration rights. 1. Right Click on My Computer and select Properties. 2. The System window will open. Select Advanced System Settings. Note the screens may vary Arc Premium Installation Manual 12-7

94 between the different versions of Windows. Windows 2003 Windows Select the Advanced tab. Under the heading Performance, click on the Setting button. 4. The Performance Option Dialogue Box will open. Select Data Execution Prevention tab. 5. On the Data Execution Prevention tab select the option to Turn on DEP for essential windows 12-8

95 programs and services. Click on Apply and OK to close this dialogue box. Arc Premium Installation Manual 12-9

96 12-10

97 13 Installation of Arc Connect Wallboard 13.1 Disabling the User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Premium suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To do this perform the following steps: To complete this procedure you will need to have administration rights. The Screens used in the following steps may vary between Window Versions. The ones used are based on Windows Select the Control Panel, and go to User Accounts. 2. Click on Turn User Account Control on or off. 3. De-select the tick box, Use User Account Control (UAC) to help protect your computer. Then Arc Premium Installation Manual 13-1

98 click on OK. 4. You will be asked to Restart the machine for the change to take affect Installation of Arc Connect Wallboard 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Wallboard_Setup.exe. 2. The initial window that appears displays a welcome note and instructions on installation. Click Next. 13-2

99 3. Confirm that you accept the License Agreement by clicking on Yes to continue. If you do not agree with the license, clicking on No will exit the installation. 4. The Read Me file contains essential information. Once this information has been read, click Next to proceed. Please ensure that you read this file because it contains important information for the CallManager. Arc Premium Installation Manual 13-3

100 5. Registration Information. Enter the Name and Company of the license holder, and click on Next. Please ensure the correct spelling of this information. 6. The follwing window shows the destination directory that the software will be installed in. The default destination is C:\Program Files\Arc\ By using the Browse button, you can select a different path and directory. Click the Next button. 13-4

101 7. Enter the IP Address of the machine running the Arc Connect Primary Server (Publisher). If this is stated incorrectly then the Arc Connect Wallboard will not be able to connect up to the Server and will therefore not function. 8. If a Secondary Server (Subscriber) has been setup, enter the IP Address of the machine where it has been installed. Click the Next button. If no Secondary Server is installed then this box can be left blank. Click the Next button to continue. Arc Premium Installation Manual 13-5

102 9. Ticking this checkbox will Add an icon for Arc Connect Wallboard on the desktop. Click the Next button to proceed. 10. Prior to files being copied a review screen will confirm all of the information that has been entered. If the information is incorrect than use the Back button to go back to the relevent screen. If the Information is correct click on Next to continue with the installation. 11. The final window displays the confirmation that Arc Connect Wallboard has been installed successfully. 13-6

103 Click the Finish button to complete the installation. Important - Remember to set Disabling the User Account Control in Windows 2003/2008/ Vista/7 on page Installing Arc Connect Wallboard on Windows 2003/2008 If you are installing Arc connect Wallboard on Windows 2003/2008, there is an additional process that you need to complete by setting Data Execution Protection on. To do this perform the following steps: When installing the software you will need to have administration rights. 1. Right Click on My Computer and select Properties. 2. The System window will open. Select Advanced System Settings. Note the screens may vary Arc Premium Installation Manual 13-7

104 between the different versions of Windows. Windows 2003 Windows Select the Advanced tab. Under the heading Performance, click on the Setting button. 4. The Performance Option Dialogue Box will open. Select Data Execution Prevention tab. 5. On the Data Execution Prevention tab select the option to Turn on DEP for essential windows 13-8

105 programs and services. Click on Apply and OK to close this dialogue box. Arc Premium Installation Manual 13-9

106 13-10

107 14 Uninstalling Publisher/Subscriber In order to uninstall Publisher or Subscriber you will have to run the uninstall wizard Arc_Resilience_Uninstall_Setup. The Publisher/Subscriber are uninstalled in order to stop the replication for resilience. This may be required in case the replication fails and the system needs to be reconfigured Uninstalling Publisher 1. From the Start Menu, select the Arc Enterprise folder and selecy the option Remove Resilience from this Server. 2. The Welcome screen for uninstalling Publisher will appear with instructions on uninstalling the Arc Premium Installation Manual 14-1

108 software. Click on Next to continue with the uninstall. 3. The progress of the uninstall is diaplayed on the screen. 14-2

109 4. When the Uninstall is complete a message box will be displayed to confirm that it is completed. Click OK. 5. Click Finish on the progress window Uninstalling Subscriber 1. From the Start Menu, select the Arc Enterprise folder and selecy the option Remove Resilience Arc Premium Installation Manual 14-3

110 from this Server. 2. The Welcome screen for uninstalling Subscriber will appear with instructions on uninstalling the software. 14-4

111 3. Sspecify the name of the Server where the publisher database is installed. If you have a choice to select either Windows or SQL Server Authentication. If you choose Use SQL Server Authentication, enter the User Name and Password. Click on the drop down list to select the publisher Database, you may have to wait for the Server to populate the list with publisher databases available. Select the required Database and click Next to proceed. 4. The progress of the uninstall is diaplayed on the screen. 5. When the Uninstall is complete a message box will be displayed to confirm that it is completed. Click OK. Arc Premium Installation Manual 14-5

112 6. Click Finish on the Progress window. 14-6

113 15 Upgrade Plan 15.1 Introduction This document describes in detail the process of upgrading a system by using the Upgrade Utility in the best possible way to reduce the amount of down time that would be experienced. It also explains the additional features of the Upgrade Utility that can aid in the maintenance of both the configuration and logging database that is used by the Arc Solutions System Upgrade Process Summary IT IS IMPORTANT THAT THIS SECTION IS READ AND ACTED UPON. In order to perform an upgrade of an Arc Connect/Premium installation in the most efficient way, the following summary outlines the required steps that are needed. 1. Stop the Arc Server that needs to be upgraded - So that you can take copies of the databases, stop your Arc Connect/Premium server that you are about to upgrade. 2. Perform backups - Perform backups of the Arc Configuration, Logging and Voice Server databases and files. 3. Uninstall Resilience - Remove any resilience configuration so that a subscriber machine is not affected during an upgrade and thus increase down time of the system. 4. Uninstall old versions of Arc Software (Prior to 5.1.2) - When the original software version is prior to 5.1.2, you will need to uninstall all of the Arc Software along with removing any registry entries & files that may have been orphaned. If you are upgrading from a version of or later, then you can install the software straight over the top of the existing installation without removing it. 5. Create a New Configuration and Logging database - Create new databases via the Arc Administrator application. 6. Restoring Databases - If upgrading from a version earlier than 3.0.3, you will need to perform some additional steps to migrate them from Access into SQL Server, or if upgrading your Arc System to a new Server, you will need to restore your Configuration and Logging databases before being able to update them to newer version. 7. Upgrade existing Configuration and Logging databases - Use the DB Upgrade Tool to upgrade your existing configuration and logging databases on top of themselves (Source and Target set as the same database). If coming from a version of Arc Connect/Premium that has its databases stored in an Access database file, you will need to upgrade your database into newly created databases. 8. Migrate your Voice Database into you Configuration Database - If upgrading from a version prior to 5.1.2, use the Table Transfer option in the DB Upgrade Tool to migrate the data from the Voice Arc Premium Installation Manual 15-1

114 Access Database into your upgraded Configuration Database. 9. Transfer your Upgraded Databases into your newly created Databases - Using the Table Transfer option in the DB Upgrade Tool, perform a bulk copy of the tables in your upgraded databases to the newly created databases. 10. Run the Unique Numbers Check - After upgrading and migrating the databases, the unique numbers should be checked for inconsistencies. The above summarized process is explained in detail in the contents of this document Upgrade Compatibility Please be aware that as new features are introduced and the database schema changes it may not be possible to upgrade from an older version directly to the latest. In this document is a table that lists what versions are available to upgrade from and to. If the version you wish to upgrade from is not a listed option please upgrade to the highest possible version based on the current installed version until you have reached the required version. You must use the table enclosed to understand what steps you must upgrade the database through to get to the final desired Arc Version. Upgrade Notes: During the following upgrades: >> SR SR2 >> SR >> SR2 >> The database goes through a process changing all contact properties, therefore depending on the size of the contact database this process could take an extended period of time. During the following upgrades: >> The database goes through a process of moving to a Unicode compliant database, therefore all constrains are removed, tables updated, indexes rebuild and constrains replaced. This will depending on the size of configuration, contact database and log database information cause the upgrade to take an extended period of time. Additionally during this upgrade voice connect will need to be migrated to the SQL databases from the Access database used up until this version. Version was the first release to officially support operation in a VMware environment. Customers that used earlier versions in VMware will find that the registration code will change and a new license code will be required. As well as showing the achievable upgrades from source to destination with a tick, there is a recommended route of upgrading, which is denoted in green. An example being if you ore on version SR2, you could upgrade to version or 5.0.1, but the recommended upgrade would be

115 Figure 15-1: Upgrade Compatibility Table Arc Premium Installation Manual 15-3

116 15.4 Upgrading Arc Software Suite The following process explains how to perform an upgrade of the Arc Connect/Premium software suite from start to finish. The main bulk of the process is to upgrade the databases used by the software to the correct version of schema. During this process, you may have to repeat Upgrading the database (See Upgrading Existing Databases on page 15-8) multiple times in order to move the database from its current version into the version that you are upgrading to. Arc Connect Suite version 2 supports Microsoft Access database, therefore upgrading from Version 2 to Version 3 will require the databases to be moved to a SQL Server style database as Arc Connect/ Premium does not support Access from Version 3 onwards Stopping the CT Server It is very important to stop the Arc CT Server and Services before uninstalling the Arc Software and taking any backups for its databases/files. This is to stop any potential file locking issues that could occur. To stop the CT Sever, 1. In the main menu, select File > Stop CT Server. 2. Select Yes on the popup screen. 3. If running an Arc system where resilience is installed, once the Primary Server is stopped, all client application e.g. Operators will try to connect to the Secondary Server. 4. It is also required to stop Arc CT Server service as well. To stop this service, 1. In the main menu, select File > Service Manager. This will open the Service Manager window. 15-4

117 The green signal shows that the service is running whereas the red signal indicates that the service is stopped. 2. Click Stop Service. Start Services button will be highlighted when the service is stopped. 3. Click Yes in the confirmation message. 4. Click Close. 5. Repeat the above process for the other Arc Servers that have a server manager application, e.g. LDAP Server, Voice Server, CTI Server, CUPS Server and OCS Server Back up Arc Databases If you are upgrading from an older version (pre-version 3.0) that uses Access database files to store both the logging and configuration data, then follow these steps, 1. Locate the folder where the Configuration and Logging Access Database files are stored. 2. Copy the two database files to a backup directory elsewhere on your system, e.g. C:\Backup If you are upgrading from a system that uses SQL Server to store the Arc data, then it is recommended that you perform backups of both the Configuration and Logging Databases before your perform any upgrades in case of failures. Please follow your SQL Server documentation on how to perform a 'FULL' database backup Backing up Voice Data Folders In order to create a backup of the voice server, please backup the following folders under to your installed Voice Server directory; C:\Program Files\Arc\Arc Connect\Voice Server - Tapi Wave DB Default Phrases System Phrases Phrases Recording Scripts Uninstalling Resilience If you are running the Arc Software with resilience installed so that data is replicated from the publisher server to the subscriber, you must uninstall this before upgrading; otherwise any changes to the database will be replicated to the subscriber thus downing that server. It is recommended to uninstall the resilience on the subscriber first before uninstalling the resilience module on the publisher server. To uninstall resilience on an Arc Server that is running a version of the software that is earlier than 5.1.2; 1. Open Control Panel > Add Remove Programs and uninstall each of the Arc components. 2. Locate the entry for Arc Resilience, select it, and press Remove. 3. Follow the on-screen instructions that are presented to you, so that the software is fully removed. To uninstall resilience on an Arc Server that is running version or later; 1. Open the start menu and navigate to Arc Enterprise > Resilience. 2. Run the Remove Resilience from this Server entry. Arc Premium Installation Manual 15-5

118 3. Follow the on-screen instructions that are presented to you, so that the software is fully removed. Once the uninstall resilience wizard has finished, if you are upgrading the publisher, it is then required to disable the distribution rights of the SQL Server where the replication was installed. If this is not done, then when reinstalling resilience after the upgrade, the process will fail as the software will believe that the SQL Server is already configured for replication. Follow your SQL Servers documentation on how to remove distribution rights from your publisher. Disabling distribution rights on your Primary Server will remove all replication from that server. Arc Connect/Premium does not support any other database publications other than its own Uninstalling Arc Software To Upgrade the Arc Suite, if you are running a version earlier than 5.1.2, or are installing a version earlier than 5.1.3, then you will first need to uninstall all software through the Windows control panel after ensuring you have completed all the necessary backups. If you are upgrading to a version higher than and have a version of or higher already installed, you can upgrade your Arc Premium Server installation by installing the new software over the top of the existing software and thus this step is not required. 1. Open Control Panel > Add Remove Programs and uninstall each of the Arc components. 2. Follow the on-screen instructions that are presented to you, so that the software is fully removed. 15-6

119 3. This will remove the Arc Server software from that machine. 4. Some files may not be removed by the uninstall wizard, therefore browse to the computers Program Files folder and delete the Arc folder if it still exists. The above screen shots are taken from an Arc 4.1.x install Once each component has been uninstalled, ensure that all registry keys have been deleted. To remove registry keys, 1. Open the Run option in the Start menu. Type 'regedit' and press OK. 2. The Registry Editor will open with the HKEY_LOCAL_MACHINE folder showing its contents. 3. Select the Software folder and then the Arc Solutions folder. 4. Delete the Arc Solutions folder Installing Arc Software Once the previous software is completely removed, you can install the version of software you wish to upgrade to. Please refer to the Installation Manual for the relevant version of software that you are installing for more information on how to do this. If you are upgrading to a version higher than and have a version of or higher already installed, you can upgrade your Arc Premium Server installation by installing the new software over the top of the existing software. Arc Premium Installation Manual 15-7

120 Create New Databases Using the Administrator application, create a new Configuration and Logging database. Please refer to the Configuration Manual for the version of the software that you are installing for more information on how to do this. If upgrading a previous installation of Arc Premium where the upgrade is being performed over the top (5.1.3 or greater installation), then the user will need to edit the registry key "HKEY_LOCAL_MACHINE\SOFTWARE\Arc Solutions\Call Connect\Configuration\Defaults \CreateNewLogFile" to "Yes" to allow a new logging database to be created. It is required that you create databases with a collation that matches your existing databases for the process to work. Please see the 'Design Guide' and the white paper on 'Create a DB with a Specific Collation' on how to do this. This step is a prerequisite for the final step which will ensure that you have a database schema that is fully compatible with the version of Arc Premium that you are upgrading to Restoring Databases If you are performing an upgrade of your Arc system on the existing machine and you have an Arc Premium/Connect version of version or later, then you do not need to carry out this step. When upgrading from a version of Arc Premium that originally stored its database in an MS Access file format, it is not possible to perform an over the top upgrade. Instead you must first create a new database from within the Administrator application, and then perform a transfer into that database. This will effectively restore your Access database into a SQL database that can then be upgraded as per the normal process. The Procedure for upgrading from an Access Database to SQL is very similar to process described in Section Restoring Voice Files and Database on page however before starting the upgrade process, it is required that you create a DSN for both your Configuration Access Database file and your Logging Access Database file. A detailed set of instructions on how to do this can be found in Section 15.6 Creating a New DSN on page Once the DSNs have been created for both Access Database files, when performing the transfer process and you are asked to select the Source DSN, select those newly created DSNs. The application will then transfer the data from the backed up Access Database file, to the newly created SQL Database. If you are upgrading your Arc system to a new machine, you will need to restore your SQL databases back onto the new machine first before you can upgrade them. Please see your SQL documentation on how to do this. Once they have been restored, you will need to create DSNs for them so that the DB Upgrade Tool can upgrade them Upgrading Existing Databases Once the required Arc Software has been installed, it is time to upgrade the databases via the upgrade utility. This step allows Arc DB Upgrade utility to upgrade an older database schema to a newer version via the practice of performing an 'Over the Top' upgrade of the database. 15-8

121 A Source DSN is where the data is that you wish to perform an upgrade on. A Target DSN is the destination for the data that has been upgraded. These can be the same, and in that case this would be termed as an 'Over the Top' upgrade. In order to be able to successfully perform an Over the Top upgrade of the database, the following pre-requisites must be met, Source and target databases must reside on same machine and on same SQL Server instance. User can however create the target database on another drive of same machine where the source database exists. Disk space required on target database drive should be four times the size of source database (data file size + log file size). To run the Upgrade Utility, either use the Start menu shortcut in the Arc Premium menu, or navigate to C:\Program Files\Arc\Arc Connect\DB Upgrade Tool and run the TransferData.exe application. Once the application is open, to upgrade the Configuration and then Logging databases, follow the below process. 1. From the file menu select 'Configuration > Select DSN'. With the Data Source Window open, using the drop down menu select the DSN connection for the Arc Configuration Database. If coming from versions of or earlier, a DSN may already exist for you to select (e.g. Call Connect Cfg DB). If a DSN does not exist, then you can create one by using the 'New' button. Next enter the Username and Password to connect to the database and select test connection to confirm the connection to the Arc Configuration Database. Finally, select the version of the database you are upgrading from, when happy with all selections select the Next button.. 2. The Next window will now require the same information to be populated but instead, this information is for the Target DSN. Select the same DSN that you choose in the previous step. This will perform an 'Over the Top' upgrade. Select the correct Arc Application Version that you are upgrading to. Please remember to see ' Figure 15-1: Upgrade Compatibility Table on page 15-3' to ensure the correct version is selected. Arc Premium Installation Manual 15-9

122 . Once happy with the selection, press Finish to close the window. If when performing the upgrade the application displays time out errors, then it is recommended to deselect the 'Perform Transactional Log Shrink' option. Deselecting this option will also result in the database consuming more disk space after the upgrade has completed. This option is not available on versions below (SR1). 3. Go to the file menu and select 'Configuration > Start Transfer'. A prompt will be given to ask if you would like to take database backup before the process is begun. If Yes is selected, a backup file of the structure before the upgrade will be taken. This backup will be written to the C: drive of the SQL Server with a.bak extension. Please note the larger the database the longer this process may take. 4. After the data is transferred successfully, the Upgrade Utility will quickly check the unique numbers used for the currently Opened databases. If it finds a discrepancy, it will ask if you want to correct the issue. It is recommended to allow the application to resolve any issues if it detects them. It is also possible to manually execute the unique numbers function. From the Configuration menu select 'Analyse live system > Unique Numbers', See Analyse Live System - Unique Numbers on page for more information on this option

123 If no databases are currently in an Open state within the Arc Administrator, then the unique number check will fail and display a message. This will not affect the process of upgrading the database, and thus you can continue if this message is displayed as this check is then carried out after the databases have been upgraded. 5. If upgrading a source database from a version earlier than and the target database is a version of 5.1.2, then it is recommended that the Voice Database is migrated to the configuration database at this stage, See Restoring Voice Files and Database on page The DB Upgrade Tool will try to do this automatically if it can find the Voice Server Database file. If it cannot find the file, then you will be displayed a message saying that it was unable to migrate the voice data. 6. Once the process has completed, the above steps should then be repeated again taking into account the information from Figure 15-1: Upgrade Compatibility Table on page 15-3 to upgrade your database to the required version number. To guarantee that the DB Upgrade Tool has in fact completed the process of upgrading the database successfully, the log files can be inspected for errors. This would allow you to see if any of the stored procedures that have been triggered during an upgrade step has failed. Once the configuration database has been upgraded, perform the same steps as defined above, but select the logging database DSN and check the Arc Log Database checkbox Restoring Voice Files and Database Before removing the old version of the Arc Software, several Voice Server files were backed up. First restore the following folders from your backup directory to the newly installed Voice Server directory; Default Phrases System Phrases Phrases Recording Scripts The Voice Server is located in the following directory when installing or higher versions of the Arc System C:\Program Files\Arc\Arc Connect\Voice Server In older version of the Arc Software, the Voice Server database was stored in an Access Database file, if you are upgrading to a version of Arc Software that still utilises Access Database files, then restoring this data is very simple. Simply copy the Access Database file that was stored in the DB folder to the DB folder of your newly installed Voice Server. If you are upgrading to a version of Arc Software that stores the Voice Server database on a SQL Server, then you must use the Upgrade Utility to migrate the data into the Configuration Database. First create a new DSN that points to your Voice Server Access Database file by following the steps described in section 15.6 Creating a New DSN on page Once you have successfully created a new DSN, run the Upgrade Utility. Once the application is running, open the file menu and select 'Configuration > Select DSN'. With the Data Source Window open, using the drop down menu select the newly created DSN connection that points to your Voice Server Access Database file. There is no need to enter a Username and Password, so select Test Connection to confirm the connection to the Arc Premium Installation Manual 15-11

124 file is ok. Finally, select the version of the database you are upgrading from, when happy with all selections select the Next button. The Next window will now require you to select the Target DSN. From the DSN drop down menu, select the Configuration Database connection (Default Configuration DB). Next enter the Username and Password to connect to the database and select test connection to confirm the connection to the Arc Configuration Database. Finally, select the version of the database you are upgrading to. Once happy with the selection, press Finish to close the window. Next, in order to begin the upgrade procedure, go to the file menu and select 'Configuration > Transfer Table'. A new window will be displayed asking you to select which tables to transfer to your Target DSN/Configuration Database. Select all the tables to transfer all the data to the Configuration Database

125 Do NOT select the "Delete All records before transferring" option as this will remove your existing system devices. Finally, select Start Transfer to close the window and start the migration process Transfer Upgraded Databases into the Newly Created Databases So that the Arc system is using a 100% compatible schema for the version it is being upgraded to, it is required that as a final step of the upgrade process, the data be must be migrated out of the upgraded databases to the newly created databases in the previous step. In order to be able to successfully transfer the data of the upgraded database into the newly created database, the following pre-requisites must be met, Source and target databases must reside on same machine and on same SQL Server instance. User can however create the target database on another drive of same machine where the source database exists. Disk space required on target database drive should be four times the size of source database (data file size + log file size). The source and target databases have the same collation. In order to create a database with the correct collation, consult the white paper titled 'Creating a DB with a specific collation'. The following steps describe how to migrate your data from one database to another. 1. From the file menu select 'Configuration > Select DSN'. With the Data Source Window open, using the drop down menu select the DSN connection for the existing newly upgraded Arc Configuration Database. If a DSN does not exist, then you can create one by using the 'New' button. Next enter the Username and Password to connect to the database and select test Arc Premium Installation Manual 15-13

126 connection to confirm the connection to the Arc Configuration Database. Finally, select the version number of the database. This should be the version of Arc Premium you are upgrading to as this would have been the last version that you performed an over the top upgrade of the database with. When happy with all selections select the Next button. 2. The Next window will now require the same information to be populated but instead, this information is for the Target DSN. Select the DSN that points to the newly created databases. This will allow you to copy the data from one database to the other. Select the correct Arc Application Version that you are upgrading to. This should be the same version you selected whilst configuring the Source DSN. Once you are happy with your selection, click the Finish button. If when performing the transfer the application displays time out errors, then it is recommended to deselect the 'Perform Transactional Log Shrink' option. Deselecting this option will also result in the database consuming more disk space after the transfer has completed. This option is not available on versions below (SR1). 3. Go to the file menu and select 'Configuration > Table Transfer'. A new window will be displayed. From it select all the tables required to copy the data for, and select the Bulk Copy option. You 15-14

127 can select all the tables by using the Ctrl or Shift keys whilst selecting items in the table list. Click Start Transfer to start the process. 4. Once all tables have been selected, press the Start Transfer button to initiated the copying of data to the new databases Checking the Unique Numbers Once the above process has been followed, you will have a completely upgraded pair of Configuration and Logging databases that have the correct schema for the version of Arc Premium that you are upgrading to. Before starting the CT Server or editing the Configuration using the Administrator application, it is recommended that you run the unique number check one more time. Before this can be run, ensure that both your Configuration and Logging Databases are set to 'Open' in the Arc Administrator application. The Unique Numbers can then be checked by going to the 'Analyse Live System' menu and selecting the 'Unique Numbers' option Upgrade Utility Features The Upgrade Utility also has other functionality as well as the previously discussed options. Different parts of this functionality become enabled depending on what version of the Arc Software is being used. The below functions can be found as menu items off of the Configuration Menu Run SQL Templates The option of Run SQL Template allows you to load an XML file into the Upgrade Utility that contains a series of SQL commands that would be run against a database. This may be required if there is a Arc Premium Installation Manual 15-15

128 problem with your system and the Arc Solutions Support Team need to issue you with a fix that would make a change to your Configuration or Logging Database. In order to run the issues XML file, first select Browse and locate your file. Then once you have selected the file, select Run. During the scripts execution, a progress bar will appear displaying the current status. Once completed, a message box will be displayed informing you that the script has been executed Transfer Table The option of Transfer Table allows you to copy the contents of selected tables from your Source DSN to your Target DSN. This can be of use if you wish to make a backup or restore one particular table from your configuration database. In order to use this feature, you must first select the source and target DSNs from the following menu item, 'Configuration > Select DSN'. Then by selecting the 'Transfer Table' menu option, the following window will display; From the list of available tables in your source DSN database, you can select which tables that you wish to transfer data from to your target DSN, remembering that both databases must be of the same structure. By selecting the option of 'Delete all records before transferring', this will empty the target table before copying the data across when you press the 'Start Transfer' button Analyse Live System - Contacts This option is only available when the source database is version and the destination database is due to the structure of the Contact Directory

129 The option of analysing contacts in the live system allows you to browse through the contact directory stored in the configuration database and view each of the contacts their related alternate numbers. This allows you to remove inconsistencies that may exist and also associate any alternate number to a contact. Upon opening the contact analyser window, it displays all contacts and extensions of their Alternate and Assistants in a tree view. Upon expanding a number that is associated to a contact, its details are then displayed in a table view. Depending on the status on a Contact in the Tree, it will have a colour code; Blue - represents the number, which is associated with more than one contact. Red - represents the number that is not associated with any contact. By selecting a Contact and then selecting an alternate number from the table, you can link the two items by pressing the Associate this Contact button Analyse Live System - Phonetics The option of analysing the phonetics in the live system allows you to rebuild the values that are stored in the database that are used by the phonetics searching feature in the Operator Console. Each contact in the directory has two values stored against it, and by running this option, these values are recalculated. If changing the system local of where your Arc database resides, it is recommended to run this option so that any new stemming processing can be carried out against the new local Analyse Live System - Unique Numbers The option of analysing the unique numbers stored in the logging database allows you to recalculate the next available number to be used when creating new entries into the configuration database. If you are experiencing errors when trying to save configuration changes in the Administrator or Supervisor application, it is recommended to run this option so that any discrepancies in the unique numbers can be resolved. Arc Premium Installation Manual 15-17

130 15.6 Creating a New DSN A database DSN is required to allow the DB Upgrade Tool to connect to the configuration or logging database to perform upgrades. The following is the process for creating a new database DSN for use with either a Microsoft Access, or Microsoft SQL Server database, 1. Select Start ' Settings ' Control Panel and open the Control Panel window. 2. Double click on ODBC Data Source Administrator icon. Alternatively, go to Start > Settings > Control Panel > Administrative Tools and select Data Sources (ODBC). 3. In the ODBC Data Source Administrator window, select System DSN tab, and click Add. You then need to select the required database type that you are creating from either Access (See section Microsoft Access Databases on page 15-18) or SQL (See section Microsoft SQL Databases on page 15-20) Microsoft Access Databases 4. To Create a new DSN for an Access database, Select Microsoft Access Driver (*.mdb) and click 15-18

131 Finish. 5. In the next window, press Select button and browse the Access database for which DSN is to be created. Press OK. 6. The window will close and switch focus back to the ODBC Data Source Administrator. The list will be updated to show the newly created DSN. Press OK to finish. Arc Premium Installation Manual 15-19

132 Microsoft SQL Databases 4. To create a new DSN for a SQL database, Select SQL Server and click Finish. 5. In the next window, enter a user friendly name for the DSN that you are creating and enter the Server Name where the SQL Server is located. Press OK. 6. In the next window, select the credentials for accessing the SQL Server database. Press OK to proceed

133 7. In the next window, check the tick box to Change the default database, and select the database for the DSN to connect to. Press OK to finish. 8. The next window will show some configuration options for the DSN. The default values are ok to use. Press OK to finish. Upon pressing finish, the wizard will allow you to Test the connection before taking you back to the list of DNS which will update to show your newly created DSN. Arc Premium Installation Manual 15-21

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135 A Appendix A - Arc Connect Resilience There are 3 levels of resilience that can be provided: Basic Resilience - Calls forwarded to CallManager if Arc Server stops. TAPI Resilience - CallManager ensuring calls are handled in the event of a CallManager crash. Full Resilience - Covering the eventualities of a CallManager and/or an Arc Server crash. A.1 Scenario One - Basic Resilience This level of resilience should be configured on all Arc/CallManager installations. It provides for all incoming calls to be routed to a CallManager extension in the event of a failure of the Arc Server, or a re-homing of CallManager devices to a server that cannot be monitored by Arc. To set resilience up simply enter a Forward No Answer destination on each of the Pre-Gateway device CTI Route Points. Arc Premium Installation Manual A - 1

136 Once the forward has been set it will activate immediately if the Arc Server is no longer monitoring the CTI Route Point. There are two scenarios where this may happen, a) If the Arc Server is stopped, including if the machine crashes, and b) the phones being monitored rehome to a different CallManager that is not being monitored by the TAPI user on the Arc Server machine. In release 3.0 of CallManager the TAPI user can only monitor a single CallManager. Release 3.1 the TAPI user is setup to monitor two CTI Managers, meaning that even if phones rehome, the TAPI seamlessly carries on monitoring the TAPI devices on the failover CallManager. A.2 Scenario Two - TAPI Resilience With the release of 3.1 of CallManager a TAPI user can monitor two CTI Managers. This feature allows auto failover of TAPI devices to a separate CallManager, while allowing the TAPI user to continue monitoring the devices against the same User profile. The Arc Server will be out of action for just a few seconds while the devices rehome. The Arc client users will see a message that their Device has gone out of service. The message will disappear from the screen once the device comes back into service. They can then carry on as normal. No action needs to be taken by the client. These CTI Managers reside as a service on a CallManager server. To provide this resilience, set up a backup CTI Manager on the TAPI configuration as shown: A.3 Scenario Three - Full Resilience Full resilience can now be provided for Arc installations. This covers all eventualities including the two above, but also in the event of an Arc Sever machine crash a second Arc server can take and process the incoming calls. On the CallManager there should be set up two identical configurations using different numbering plans. Then set up a new User Profile for the second Arc Server machine. This allows a second Arc Server to be active and ready to take calls. The User simply has to switch between the Main Arc Server and the Alternate Arc Server. This is done very easily from the relevant GUI. Within CallManagerCallManager the Forward No Answer on the primary CTI Route Points that are the Pre CT-Gateway ports simply point to the relevant Route Point that is set for the secondary Arc Server. Once the call is routed to the new Route Point it will be routed into the Gateway set on the Secondary Server and then onto the clients, who have re attached himself or herself to the secondary server. A 3rd level of Arc resilience can be set by putting a Forward No Answer from the secondary Route Points to a CallManager device as in scenario One. A - 2

137 To summarise full resilience, Failed Application CallManager Response Arc Response First CallManager Phones and CTI Manager Rehomes to secondary CallManager Arc Server uses backup CTI Manager and automatically monitors rehomed extensions. First Arc Server Second Arc Server Forwarding on CTI Route Points sends calls to secondary Route Points. Calls forwarded from primary Arc Server will be forwarded again to a third destination, likely a CallManager destination. Client extensions go Out of Service for a few seconds and then client can carry on as normal. Secondary Arc Server will automatically start receiving calls. They will be processed accordingly. Clients must manually point their applications to the secondary server. N/A A.4 Redundancy Table A - 1: Full Resilience - Summary The methods used to ensure the redundancy in the event of integration failure are, 1. Multiple hot-swap power supplies 2. Hot-swap Hard Drive arrays 3. UPS / power conditioners 4. RAID A.5 Recovery The software recommended for the backup recovery is Veritas Backup Exec 8.6. The steps to be followed for taking backup with Veritas Backup Exec 8.6 are as follows: This backup can be completed while the Arc Connect Server is started. The following sections of Arc Connect need to be backed up if a disaster recovery backup is not required. 1. The complete contents of C:\Program Files\Arc\. This assumes that the default destination directory is used. 2. The following section of the registry, HKEY_LOCAL_MACHINE\SOFTWARE\Arc Solutions 3. The Arc Log database, the location for SQL Server database files would be C:\Arcdata by default. This database needs to be backed up. 4. The Configuration database, the location for SQL Server database files would be C:\Arcdata by default. This database needs to be backed up. A.5.1 Restoring Arc Connect Prior to restoring Arc Connect, ensure that the operating system with all service packs has been installed and the Host PBX TSP has been installed and configured. Arc Premium Installation Manual A - 3

138 Please remember that the Arc Connect solution as a whole will need to be re-registered and that the Arc Connect Server will not start until this is done. Please contact your reseller for new registration codes. A.5.2 Disaster Recovery Backup Simply ensure that the Arc Connect Server PC is backed up as a whole. The Arc Connect server can remain started throughout the whole backup procedure. Please ensure that the open files upgrade has been installed into Backup Exec. This is required as all the above files and directories will be open / contain open files. If this is not done, any restore procedures will not work. A - 4

139 B Appendix B - Arc Connect Resilience FAQs The following questions and answers provide troubleshooting information regarding Arc Connect Resilience. If the answers below do not satisfy your query, please contact us. The contact information is provided in Section 5 of this document. Q1: What happens if the network connection is lost? Ans. When a network connection is lost, while inactive, the publisher database keeps updating its distribution database residing on the same server where publisher machine is. Once Subscriber machine pings the Publisher machine, the Subscriber pulls the updated information again from the Publishing server Q2: What happens if the Subscriber restarts? Ans. When the Subscriber SQL Server agent service runs at start-up, changes are automatically updated at subscriber end. Q3: What happens if the Publisher restarts? Ans. When Publisher SQL Server agent service run at start-up, subscribers are automatically connected with publisher. Q4: What happens if the user for SQL Server Agent service changes? Ans. Both Publisher and Subscriber need to be run under an account, which can communicate with both machines on administrative level. The Snapshot agent needs IPC Share path to perform its operation and therefore inadequate privileges may result in replication process to stop. Q5: What happens if SQL Server agent does not run on a user account with administrator privileges? Ans. If Publisher and Subscriber do not run under the same user account and are not assigned administrative rights, the data from the snapshot folder is not shared and the replication will stop. Q6: Can I change data on the Subscriber? Ans. Other than devices, queue location and Filter number for DDI exact match filter and DDI pattern match filter, the data cannot be modified. Q7: Can I create new configuration and log database while in replication mode? Ans. No, Replication is installed on a database level; if you need to create a new database, you would need to reinstall the replication. Arc provides a facility to drop the existing replication. Q8: While creating replication, I keep getting the following error, "Cannot generate SSPI context". What do I do? Ans. This can be resolved through the following steps, Arc Premium Installation Manual B - 1

140 1. Verify date/time settings on server and client. 2. Shutdown any third-party time services and enable Windows Time Service. 3. Verify DNS settings/name resolution. 4. Run SETSPN -L <ServerName> from the client where the error was found. 5. SPN uses the DNS name of the server. If the DNS name is incorrect verify if the issue is with the client or not by running IPCONFIG /FLUSHDNS or restart client machine. 6. SPN creation requires domain administrator rights. 7. Re-run SETSPN or verify DNS name of server from client machine. 8. If DNS name is still incorrect contact your networking group. 9. Removing the SPN entirely should resolve the issue -- Run SETSPN -D <SPN> <ServerName>. Reference: Q9: While creating replication I keep getting error "Unable to start distribution agent. It is failing with the following error: 21036: Another distribution agent for the subscription(s) is running" Ans. This error can occur on a running system. Sometimes it is possible that an orphan process could be running with the same name as the distribution agent, and restarting SQL Agent may not terminate it. This will prevent the user from starting the distribution agent. You can verify this orphan process by querying sysprocesses. Under Replication Monitor, Agents, Distribution Agents, right click on the distribution agent and select Agent Properties. From the properties dialog box, copy the name of the distribution agent and execute the following query. select * from master.sysprocesses where program_name = 'Name_of_the_agent' From the output verify the waittype. If you restart the SQL Server, this problem will be solved. If you cannot restart SQL Server, then copy the spid of the distribution agent from the above agent and kill it using the Kill command. E.g: Kill 21 Reference: Q10: The call filters and numbers assigned to queue locations are not working properly. What do I do? Ans: MSSQLSERVER should have -T8207 as a start up parameter in order to make the call filters and queue numbers to work properly. To configure the SQL Server with this parameter following steps are required: 1. Stop the MSSQLServer service. 2. In the SQL Enterprise Manager, right-click the server name B - 2

141 3. Click Properties. 4. In the Properties dialog box, click the General tab, and then click Startup Parameters. 5. Add -T8207 in the Parameter field. 6. Click Add. 7. Click OK to save 8. Start the MSSQLServer service. Arc Premium Installation Manual B - 3

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143 C Appendix C - OCS Client Certificate Verification & Installation C.1 Verifying That the Certificate Is Installed on the Application Hosting Computer The Arc OCS Server using the server platform or TLS or MTLS must be trusted by Office Communications\Lync Server. To enable this trust relationship, the application must present to the server the hosting computer's certificate, which must be issued by a CA common to both the application hosting computer and the Office Communications\Lync Server hosting computer. To ensure that the Arc OCS Server runs successfully, make sure that the proper certificate is installed. If the required certificate is not installed, you must then install the required certificate. To verify that the certificate is installed on the computer that hosts the Arc OCS Server, perform the following steps: 1. Log on as a Domain Administrator to the computer where the Arc OCS Server is to be installed and run. 2. Open an MMC window, shown here, by typing mmc at a command prompt or by clicking Start, Run, and then typing mmc. 3. On the MMC Console Root, click File, and then click Add/Remove Snap-In to add the Certificates Snap-In, as shown here. 4. In the Add Or Remove Snap-Ins dialog box, under Available Snap-Ins, double-click Certificates. 5. On the Certificates Snap-In page, under This Snap-In Will Always Manage Certificates For, select Arc Premium Installation Manual C - 1

144 Computer Account, as shown here, and then click Next. 6. On the Select Computer page, select Local Computer, as shown here, and then click Finish. This adds the local computer to the selected snap-in list. 7. In the Add/Remove Snap-Ins window, click OK to display the certificates that are installed on the computer. 8. In the Console Root, in the left pane, expand Personal, and then click Certificates to display C - 2

145 available computer certificates, as shown here. C.2 Installing a Computer Certificate on the Arc OCS Server If the computer certificate has not been installed, you can request one from your CA or import one that you have requested previously. To request a new certificate and install it on to the Arc OCS Server computer, perform the following steps: 1. In the Console Root, in the left pane, expand Personal, right-click Certificates, click All Tasks, and then click Request New Certificate, as shown here. 2. In the Certificate Enrolment Wizard, on the Before You Begin page, click Next. 3. On the Request Certificates page, select Computer, and then click Enrol. Arc Premium Installation Manual C - 3

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147 D Appendix D - OCS Application Endpoint Verification & Installation D.1 Verifying the existence of the Application Endpoint In order for the Arc OCS Server to be able to connect to the Microsoft Office Communications\Lync Server, an Application or User Endpoint must be created on the Domain. This involves an entry being created into the Active Directory of the Domain that the Microsoft Server resides on. During the installation process, if the necessary rights to the domain are given and the Microsoft Office Communications Server 2007 R2 option is selected, then an Application Endpoint is automatically created with the details specified. In other instances, the Application Endpoint would have been manually created using the Powershell script generated by the installer. To verify that the Application Endpoint has been created as per those details, perform the following steps: 1. Log on as a Domain Administrator to the computer where the Arc OCS Server is to be installed and run. 2. Browse to the folder of where the Arc OCS Server has been installed to and open the 'Utilities' folder. 3. In this folder, there are two utilities that let you perform actions on the domain with regards to Endpoints: UTILEP.EXE - A command line driven application UIUTILEP.EXE - A GUI driven application Launch the GUI driven application. Arc Premium Installation Manual D - 1

148 4. In the configuration utility, open the Host Authorisation tab. 5. On the Host Authorisation tab, click on the Get Trusted Services (Application Endpoints) button. This will then request a list of the available application endpoints on the domain. 6. By default, the installation procedure creates an application endpoint that contains ArcOCSServer followed by the computer name of the machine that the server was installed onto. Inspect the list that has been displayed in the lower half of the configuration utility to see if the name exists. If it is not in the list, then the installation procedure failed to be created application endpoint. D.2 Creating an Application Endpoint for the Arc OCS Server D.2.1 Microsoft Office Communications Server 2007 R2 If the application endpoint has not been created, you can use the utility to create one on the domain. To create an application endpoint for the Arc OCS Server, perform the following steps: 1. Open the Application Endpoint tab in the configuration utility. D - 2

149 2. Click on the Get Domain Setting so that form is populated with the domain information. 3. Enter the application endpoint name into its specified box, for example 'ArcOCSServer- ComputerName' which is what the installation procedure uses. 4. Enter the port number for the application endpoint to use, for example '55001' which is what the installation procedure uses. 5. Enter the fully qualified domain name of the computer where the Arc OCS Server has been installed on to. 6. Enter a contact URI for the application endpoint to use, for example 'sip:arcocsserver- ComputerName@domain.com' which is what the installation procedure uses. 7. Enter the fully qualified domain name of the Microsoft Office Communication Server that the Arc Premium Installation Manual D - 3

150 Arc OCS Server is to communicate with. 8. Once you have entered all the required information, click the Add button and the configuration utility will attempt to create the application endpoint into the active directory of the domain. After the Contact object is created there is a delay of about ten minutes before the Contact object replicates from Active Directory domain services to the server. 9. The configuration utility will output information of the process to the bottom half of the screen detailing if it was successful or if it failed. If the utility fails, the common reason is that the application endpoint name or port is already in use as another endpoint of the domain and thus you need to make sure that the details entered are unique to the domain. 10. After the application endpoint has been successfully created, use the Arc OCS Server Manager to configure the server to use the correct application name. D.2.2 Microsoft Lync Server 2010 and Onwards During the installation of the Arc OCS Server, if this Microsoft server platform type is selected, then the installer is unable to automatically create the Application Endpoint for you. Instead it will use the details you have entered and generate a Microsoft Powershell script file on your desktop. This file is called "Arc Enterprise AEP.ps1". In order to create the Application Endpoint using the generated script file, perform the following steps: 1. Log on to the Microsoft Lync Server using an domain administrator account. 2. Copy the powershell script file to the Microsoft Lync Server (for example the desktop) so that it can be run. 3. Open the Lync Server Management Shell command window. This can be found in the start D - 4

151 menu under the Microsoft Lync Server folder. 4. 4)Once the new command window has opened, run the powershell script file. This can be done by first entering a full stop into the command line, followed by the full name and path in double quotes of where the script file exists. An easy way of doing this is by pressing the "." Key, and then dragging the file into the command window. This will then populate the full name and path allowing you to just press the return key to execute the command. 5. Upon executing the file, you should then begin to see different commands being run in the command window. Arc Premium Installation Manual D - 5

152 If you see any red text during the execution of the script, then it is more than likely that the creation of the Application Endpoint has failed. If this is the case, please see you Microsoft Lync Server administrator for more information as to why the script failed. After the Contact object is created there is a delay of about ten minutes before the Contact object replicates from Active Directory domain services to the server. 6. After the script has finished executing, ensure that the Arc OCS Server has the correct configuration settings, and restart it using the Arc OCS Server Manager application. D - 6

153 E Appendix E: Basic Authentication Settings for PresenceWeb The following settings are Optional and do need to be completed for the software to operate. The benefit to setting the Basic Authentication Setting is that the user will not need to enter the domain name during the Log In process. PresenceWeb is a web based application within Arc Presence Status, that is installed as a web application with IIS, similar to PresenceXML. This is installed during the Presence Status install. There is an optional configuration setting related to authentication, i.e. the default domain. The Presence Status install sets the authentication mode for the PresenceWeb IIS application to Basic Authentication but does not set the default domain. Without a default domain the users need to prefix their username with the name of the NT domain on which their usernames exist. A user named jason on domain Arc will need to type his user name as Arc\jason on the authentication dialog. This may not be convenient from the users point of view. To resolve this Arc (or the relevant domain on the user machine) can be made the default domain for the PresenceWeb application. The steps to do this are as follows:- The steps given below apply to Microsoft Windows 2000 Server operating system. The steps may be slightly different for a machine having a different operating system, such as Microsoft Windows XP etc. Please contact the system administrator in case of any problems.. 1. Open the Internet Information Services applet provided by Windows from Control Panel > Administrative Tools > Internet Services Manager. Arc Premium Installation Manual E - 1

154 2. Select Default Web Site. 3. Locate and open the Arc virtual folder under Default Web Site. Click on PresenceWeb. E - 2

155 4. Right click on PresenceWeb and select Properties from the pop up menu. 5. On the PresenceWeb Properties dialog box, click on Directory Security tab. Arc Premium Installation Manual E - 3

156 6. Click Edit under Anonymous access and Authentication control. The Authentication Methods dialog box opens. 7. Click Edit in front of the Basic Authentication check box. The Basic Authentication Domain dialog box opens. 8. Enter the desired domain name in the Domain Name field. 9. Close all dialog boxes by clicking OK on each dialog box. E - 4