Installing Avaya Media Client

Installing Avaya Media Client Release 1.0 Issue 1 January 2016

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Contents Chapter 1: Introduction... 6 Purpose... 6 Intended audience... 6 Related resources... 6 Documentation... 6 Support... 8 Supported versions of third-party software... 8 Chapter 2: Media Client overview... 9 Chapter 3: Initial setup and connectivity... 10 Installation checklist... 10 Hardware requirements... 11 Software requirements... 12 Network connectivity... 12 Installation overview... 12 Installing Media Client from the installation wizard... 12 Installing Media Client in the silent mode... 14 Configuring Media Client... 15 Configuring the video bandwidth on Communication Manager... 16 Chapter 4: Repairing Media Client... 17 Repairing Media Client using the MSI installer... 17 Repairing Media Client from Windows 7... 17 Repairing Media Client from Windows 8... 18 Chapter 5: Removing Media Client... 19 Removing Media Client... 19 Removing Media Client using the MSI installer... 19 Removing Media Client from Windows 7... 20 Removing Media Client from Windows 8... 20 Removing Media Client in silent mode... 20 Chapter 6: Troubleshooting Media Client... 22 Video does not appear on the video window if DirectX is running on the system... 22 Error during removal of Media Client from Programs and Features... 23 January 2016 Installing Avaya Media Client 5

Chapter 1: Introduction Purpose This document provides information about preparing for Avaya Media Client (Media Client) installation, initial administration, maintenance, and troubleshooting. Intended audience This document is intended for people who install, configure, and maintain Media Client. Related resources Documentation See the following related documents at http://support.avaya.com. Document number Planning Implementing Title Use this document to: Audience Avaya Mobile Video Planning and Security Reference Installing Avaya Mobile Video Server and Media Broker Plan an installation of Avaya Mobile Video Server in terms of security considerations. Use this document during the preparation and planning of installation. Install, administer, maintain, and Implementation Engineers and Support Personnel Implementation Engineers and Support Personnel Table continues January 2016 Installing Avaya Media Client 6

Related resources Document number Administering Using Customizing Title Use this document to: Audience Installing Avaya Media Client Administering Avaya Mobile Video Using Avaya Media Client Avaya Mobile Video Server Software Development Guide troubleshoot Avaya Mobile Video Server. Install, administer, maintain, and troubleshoot Avaya Media Client. Administer Avaya Mobile Video during the initial system setup and to change the configuration. Perform all user tasks in Avaya Media Client. The API for customers to develop applications. Implementation Engineers and Support Personnel Implementation Engineers and Support Personnel Sales Engineers, Solution, Architects, Implementation Engineers, and Support Personnel External Customers. Finding documents on the Avaya Support website About this task Use this procedure to find product documentation on the Avaya Support website. Procedure 1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/. 2. At the top of the screen, enter your username and password and click Login. 3. Click Documents. 4. In the Enter your Product Here search box, type the product name and then select the product from the drop-down list. 5. If there is more than one release, select the appropriate release number from the Choose Release drop-down list. 6. Use the Content Type filter on the left to select the type of document you are looking for, or click Select All to see a list of all available documents. For example, if you are looking for user guides, select User Guides in the Content Type filter. Only documents in the selected category will appear in the list of documents. 7. Click Enter. January 2016 Installing Avaya Media Client 7

Introduction Send us your comments Avaya appreciates any comments or suggestions that you might have about this product documentation. Send your comments to infodev@avaya.com. Support Go to the Avaya Support website at www.support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise. Go to the Avaya DevConnect website at www.devconnectprogram.com for support developing your own client applications using Mobile Video SDK. The Avaya DevConnect program enables, supports, and extends the market reach of application developers and technology companies to offer Avaya customers end-to-end solutions that address their business challenges. The Mobile Video SDK and other developer resources are also available for download from the DevConnect portal. Thousands of companies from around the world are program members, including hardware and software developers, system integrators, telecommunications service providers, and Avaya customers. These companies and individuals offer products and solutions that complement and extend the value of Avaya investments, creating a diverse range of solution capabilities for our customers. Supported versions of third-party software Avaya supports use of the documented software versions with the current release of this product. These software versions are the minimum versions that Avaya requires. This release does not support operating systems, databases, Web servers, switches, or other software platforms that are not documented here, unless stated otherwise in a Product Support Notice. Avaya will support subsequent updates and service packs that provide corrections for a bug, defect, or problem for the documented software versions. The support depends on the following: The manufacturer must guarantee that the updates and service packs are backwards compatible with the supported. The updates and service packs do not include changes to the core functionality or new features. Note: Before you apply the updates and service packs to a production environment, you must test all updates and service packs that follow the supported versions in a development environment. January 2016 Installing Avaya Media Client 8

Chapter 2: Media Client overview Media Client is a standalone client program to handle incoming voice and video calls. Media Client registers to the same instance of the Avaya Aura Communication Manager station as that of Avaya one-x Agent and uses the same license that is registered with deskphone on the Communication Manager instance. Media Client features: Interoperates with Avaya one-x Agent in the Deskphone mode. Includes the Auto-Answer and Manual-Answer options. Supports the H.263, H.263-1998, and H.264 video codecs in the H.323 mode. Supports deployment for remote agents. Agents might be in branch locations, at home connecting over the public Internet, or in corporate locations on other corporate networks for outsourced agents. January 2016 Installing Avaya Media Client 9

Chapter 3: Initial setup and connectivity Installation checklist No. Task Description 1 Ensure that you acquired all product licenses. 2 Download the software package from the Avaya Support site. 3 Ensure that the end user and enterprise environments can support Media Client. 4 Determine how you want to distribute the Media Client software to your employees. 5 Ensure that Avaya one-x Agent is present. Each instance of Media Client uses one Communication Manager hardphone licence. You need not buy a separate license for Media Client. You must ensure that the administrator has provisioned sufficient number of licences on Communication Manager. The Media Client software download package is available at www.avaya.com/ support. For software requirements, see Software requirements on page 12. Verify the following: You have the required hardware. For hardware requirements, see Hardware installation checklist on page 11. All related Avaya software products are installed and administered correctly. For Avaya software requirements, see Software requirements on page 12. Your infrastructure is ready for video telephony. For more information, see Hardware installation checklist on page 11. Use Microsoft Software Management Server (SMS) for silent installations. Use the installation wizard to install the Media Client application. You can control the Media Client by Avaya one-x Agent through the existing Communication Manager. You must Table continues January 2016 Installing Avaya Media Client 10

Hardware requirements No. Task Description install Avaya one-x Agent for Media Client to work. 6 Install Media Client. See Installation overview on page 12. 7 Complete the initial administration. After completing the installation, you must configure the system. For the basic administration settings, see Configuring Avaya Media Client on page 15. Hardware requirements Item Name Processor RAM Hard disk space Monitor display Description The minimum requirement is 2.4 GHz Core 2 Duo or equivalent. The minimum requirement is 2GB. The minimum requirement is 4GB. The minimum requirement is 1024 x 768, 16K colors. Universal Serial Bus The minimum requirement is USB 2.0 Webcam Sound card Media Client is tested with the following webcams: Logitech HD Webcam C270 Creative Live! Cam Sync (VF0520) Microsoft LifeCam HD-6000 Microsoft LifeCam HD-5000 Lenovo ThinkPad Integrated Cameras The computer must have a full-duplex sound system. Media Client is tested with the following sound cards: Creative Labs Live Creative Labs Audigy Creative Labs Audigy 2 January 2016 Installing Avaya Media Client 11

Initial setup and connectivity Software requirements Name Description Operating system Microsoft Windows 7 Microsoft Windows 8 Microsoft Windows 8.1 Desktop application Avaya one-x Agent 2.5.8 Patch 1 Download the software from www.avaya.com/support. Client software Avaya Media Client 1.0 Download the software from www.avaya.com/support. Network connectivity Avaya provides in-depth and informative documents that define and describe all aspects of networking and how those aspects can affect the Voice over Internet Protocol (VoIP) communication. You can get these documents from the Avaya website at: www.avaya.com/support. Check the connectivity by performing the following tasks: No. Task 1 Use a Local Access Network (LAN), Digital Subscriber Line (DSL), or broadband connection to set up the network. 2 Ensure that you have a single network connection between a personal computer and the Communication Manager instance. Installation overview To install Media Client, use one of the following methods: Desktop installation: For more information, see Installing Avaya Media Client from GUI on page 12. Silent installation: For more information, see Installing Avaya Media Client in the silent mode on page 14. Installing Media Client from the installation wizard Before you begin Ensure that Avaya one-x Agent is installed. January 2016 Installing Avaya Media Client 12

Installation overview Download the Media Client installation wizard. Get the administrative privilege to complete this installation. On installing Media Client, the system installs the Quality of Service (QoS) functionality at C: \Program Files (x86)\common Files\Avaya\QoS and starts the QoS service as Avaya Quality of Service (QoS) Monitoring. Procedure 1. Go to the folder containing the Media Client software. 2. Double-click the MediaClient1.0.00000.XXX.msi file. The system begins the installation wizard. 3. On the Welcome page, click Next. 4. On the End-User License Agreement page, select I accept the terms in the License Agreement, and click Next. 5. In the Destination Folder page, do one of the following: To install the setup in the default directory, click Next. The system installs the setup at C:\Program Files (x86)\avaya\avaya Media Client. To change the location of the directory: a. Click Browse and select the folder path. b. Click OK. The system installs the setup in the new location. c. Click Next. The system displays the Media Client Features page. 6. Click the icons tree in the Media Client program and select one of the following: Use option A to install Media Client on the hard disk drive. Use option B to install all features of Media Client on the hard disk drive. 7. Click Next. The system displays the confirmation page. 8. To start the Media Client installation, click Install. The system begins the Media Client installation. The wizard displays a progress bar and then the Finish page. 9. Click Finish. The system displays the Readme file if you selected the ReadMe.txt file on the Finish page. January 2016 Installing Avaya Media Client 13

Initial setup and connectivity Installing Media Client in the silent mode About this task You can perform silent installation to control the installation options through parameters at the command prompt. You can configure all options available in the desktop installation with the silent installation. Before you begin Ensure that Avaya one-x Agent is installed. Download the Media Client installation wizard. Get the administrative privilege to complete this installation. On installing Media Client, the system installs the Quality of Service (QoS) functionality at C: \Program Files (x86)\common Files\Avaya\QoS and starts the QoS service as Avaya Quality of Service (QoS) Monitoring. Procedure 1. Open the command prompt using administrative privileges and go to the folder where you copied the Media Client installation software. 2. At the command prompt, run the following command: msiexec /i MediaClient1.0.00000.XXX.msi ACCEPTEULA=Yes /qn 3. To install Media Client with specific options, run the following command : Example msiexec /i MediaClient1.0.00000.XXX.msi ACCEPTEULA=Yes /qn <property>=<property value> The following are the parameters available with values: Parameter Value Description ACCEPTEULA Yes This parameter is mandatory. You must type Yes to begin the installation. INSTALLLOCATION For example, the value to install the application in Program File is: C: \Program Files (x86)\avaya \Avaya Media Client\ Provide the installation location path to install the Media Client application. /l*v MediaClientInstaller.log Provide the file name for MSI verbose log. For example, to complete the setup, type the following at the prompt: msiexec.exe /i MediaClient1.0.00000.XXX.msi ACCEPTEULA=Yes /qn INSTALLLOCATION=C:\MediaClient /l*v MediaClientInstaller.log January 2016 Installing Avaya Media Client 14

Configuring Media Client Configuring Media Client Before you begin Get the station extension number and password from the administrator. Ensure that the extension is the same as Avaya one-x Agent. Get the primary IP address of Communication Manager and the alternate server address from the administrator. Ensure that both addresses are the same as the IP address configured in Avaya one-x Agent. Ensure that video is enabled and licensed on the Communication Manager instance for the station. If you do not have video license, the system displays a warning message on logging in. You can continue to use Media Client without video. Procedure 1. In the notification area, click and select Settings. The system displays the Settings window. 2. In the Login panel, perform the following steps: a. Select the Enable automatic connection to Communication Manager option. When you select this option, the Media Client automatically connects to Communication Manager with the previous registration values. b. In the Extension field, enter the deskphone extension number. Ensure that you enter the same extension number as configured in Avaya one-x Agent. c. In the Password field, enter the password. Ensure that you enter the same password as the password configured in Avaya one-x Agent. d. Select the CM Auto Answer Support Required option if the administrator configured the extension on Communication Manager to support Auto Answer. Ensure that you configure the same settings in Avaya one-x Agent. When you select the answer setting to Auto-Answer, the system automatically accepts the call when a call arrives to the extension. If you select this option, the system establishes the voice and video path automatically. You hear the customer over the headset and see the customer video on the video window and the customer begins speaking. e. Select the Warn if another user logged in at Extension option to get a warning if another agent has logged in with the same extension. The system does not warn if you logged in at the extension on another deskphone/soft phone residing on the same computer. f. Select the Enable Video option to enable the video feature. g. In the Server Address field, enter the IP address of Communication Manager. January 2016 Installing Avaya Media Client 15

Initial setup and connectivity Ensure that you enter the Communication Manager server address as configured for Avaya one-x Agent. h. In the Alternate Server List field, click the Add button and enter the IP address of the secondary Communication Manager. 3. Click OK. Configuring the video bandwidth on Communication Manager Media Client provides a configurable setting called UserSessionMaxBitRateto to limit or increase the bandwidth that can be used to establish video calls. The default value of UserSessionMaxBitRate is 576 (in kbps). An administrator can modify the %appdata%\avaya\avaya Media Client \1.0\config.xml file to change the setting to a higher or lower value. For example, the default of 576 kbps is not sufficient to establish video with 720p resolution. To transmit their video in 720p, system administrators must add or update the following in the config.xml file: <parameter> <name>usersessionmaxbitrate</name> <value>832</value> </parameter> Note: Ensure that the Media Client application is not running while changing the config.xml file. The maximum possible value of UserSessionMaxBitRate is 240000. The value of this parameter must not exceed the current value of SessionMaxBitRate. The default value of SessionMaxBitRate is 14000 and maximum possible value is 240000. January 2016 Installing Avaya Media Client 16

Chapter 4: Repairing Media Client If Media Client is not functioning correctly, use the Repair function to repair Media Client. If you have difficulties during the installation of Media Client, record the event and error logs, and send the error logs to your system administrator. The Media Client installer records log file at AppData\Local\Temp in the MSIXXXX.LOG format and identify the log by time the installation completes. In case of an unhandled exception, system administrators use these log files to analyze and troubleshoot the problem. Repairing Media Client using the MSI installer Procedure 1. Find and double-click the Media Client MSI installer. The system displays the Welcome page. 2. Click Next. The system displays the page with the Change, Repair, and Remove options. 3. Click Repair. The system displays the confirmation page. 4. Click Repair. The system displays the Finish page after the wizard displays the progress bar. The system begins to repair the program. During the repair process, the Microsoft installer might display a message to shut down the program that is running. You must shut down the specified program to complete the repair process. 5. Click Finish. Repairing Media Client from Windows 7 Procedure 1. Click Start > Control Panel > Programs > Programs and Features. January 2016 Installing Avaya Media Client 17

Repairing Media Client 2. In the Uninstall or change a program window, right-click the Avaya Media Client 1.0 program and click Repair. 3. (Optional) If the system prompts you, click Yes. The system begins to repair the program. Microsoft Installer might display a message to shut down programs that are running. 4. (Optional) If prompted, shut down associated programs to complete the repair process. Repairing Media Client from Windows 8 Procedure 1. Go to Start > Settings > Control Panel > Programs and click Unistall a program. 2. In the Uninstall or change a program window, right-click the Avaya Media Client 1.0 program and click Repair. 3. (Optional) If the system prompts you, click Yes. The system begins to repair the program. Microsoft Installer might display a message to shut down programs that are running. 4. (Optional) If prompted, shut down associated programs to complete the repair process. January 2016 Installing Avaya Media Client 18

Chapter 5: Removing Media Client Removing Media Client You can remove Media Client using both GUI and silent modes. When you remove Media Client from the computer, the setup deletes all files and sub-folders from the install folder. Note: The system might remove the QoS functionality when removing Media Client. Therefore, you must reinstall Avaya one-x Agent for the QoS to function correctly. Removing Media Client using the MSI installer Before you begin Log off or close the Media Client program. Procedure 1. Find the Media Client MSI installer and double-click the MSI installer. The system displays the Welcome page. 2. In the Welcome page, click Next. The system displays the page with the Change, Repair, and Remove options. 3. Click Remove. The system displays the confirmation page with the Remove button. 4. Click Remove. The system displays the progress bar. On successful removal of the Media Client program, the system displays the Finish button. 5. Click Finish to exit the setup wizard. January 2016 Installing Avaya Media Client 19

Removing Media Client Removing Media Client from Windows 7 Before you begin Log off or close the Media Client program. Procedure 1. Go to Start > Settings > Control Panel > Programs and click Uninstall a program 2. In the Uninstall or change a program window, right-click the Avaya Media Client 1.0 program and click Uninstall. 3. (Optional) If the system prompts you, click Yes. The system begins to remove the program. Microsoft Installer might display a message to shut down programs that are running. 4. (Optional) If prompted, shut down associated programs to complete the removal process. Removing Media Client from Windows 8 Before you begin Log off or close the Media Client program. Procedure 1. Go to Start > Settings > Control Panel > Programs and click Uninstall a program. 2. In the Uninstall or change a program window, right-click the Avaya Media Client 1.0 program and click Uninstall. 3. (Optional) If the system prompts you, click Yes. The system begins to remove the program. The Microsoft Installer might display a message to shut down programs that are running. 4. (Optional) If prompted, shut down associated programs to complete the removal process. Removing Media Client in silent mode Before you begin Log off or close the Media Client program. Procedure 1. Open the command prompt with administrative privileges and go to the folder where you copied the Media Client installation software. 2. At the command prompt, run the following command: January 2016 Installing Avaya Media Client 20

Removing Media Client msiexec.exe /x MediaClient1.0.0.XXX.msi /qn January 2016 Installing Avaya Media Client 21

Chapter 6: Troubleshooting Media Client Video does not appear on the video window if DirectX is running on the system Cause The video does not appear on the video window if you did not turn on Hardware Acceleration. Solution 1. On the computer, click Start > Run. 2. Type dxdiag.exe. The system displays the DirectX Diagnostic Tool window. 3. Click the Display tab and check if DirectDraw Acceleration, Direct3D Acceleration and AGP Texture Acceleration features are set to Enabled. If not, you must turn on Hardware Acceleration. 4. To open Hardware Acceleration: a. Click Control Panel > Appearance and Personalization > Display > Screen Resolution. b. Click Advanced Settings. c. Click the Troubleshoot tab, and then click Change Settings. If the systems prompts for an administrator password or confirmation, type the password and provide the confirmation. d. Move the Hardware Acceleration slider to Full. 5. (Optional) If you are still unable to resolve this issue, you might need to update the video driver or the card. You can find the latest drivers for the hardware in the support section of the manufacturer website. January 2016 Installing Avaya Media Client 22

Error during removal of Media Client from Programs and Features Error during removal of Media Client from Programs and Features Condition The system displays the following error message at the time of removing Media Client from Programs and Features: Error opening installation log file. Verify that the specified log file location exists and is writable. Solution Use the original MSI file that was used to install Media Client. For more information, see Removing Avaya Media Client using the MSI installer on page 19. January 2016 Installing Avaya Media Client 23

Index C checklist network connectivity... 12 configuration... 15, 16 D desktop installation... 12 DirectX... 22 E error during removal... 23 F from Windows 8... 20 H hardware...11 hardware requirements...11 I installation...12, 14 checklist...10 installation overview...12 intended audience... 6 L legal notices... login settings...15 P purpose...6 R related documentation... 6 removing Avaya Media Client...19 removing Media Client... 20 from Windows 7...20 using the MSI installer... 19 repairing...17, 18 repairing Avaya Media Client...17 from MSI installer...17 from Windows 7...17 repairing Media Client from Windows 8...18 S silent mode... 14, 20 silent removal...20 software requirements... 12 support...8 supported versions... 8 T technical support...8 troubleshooting... 17, 18 V video issues... 22 video option on Communication Manager... 16 M Media Client overview... 9 N network connectivity... 12 notices, legal... O overview...9, 12 January 2016 Installing Avaya Media Client 24