INSTALLING TELEVANTAGE TELEVANTAGE 8
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CONTENTS Chapter 1. Introduction .....................................................................1-1 TeleVantage overview...........................................................................1-2 Major TeleVantage features.............................................................. 1-2 Significant new features in TeleVantage 8 ....................................... 1-4 How to use this manual.........................................................................1-5 Where to get help............
TeleVantage Server PC COM/USB port requirements..................... 3-8 TeleVantage Server PC network requirements ................................ 3-9 TeleVantage Server PC power supply and cooling requirements.... 3-9 TeleVantage Server PC CD ROM requirements ............................ 3-10 TeleVantage Server PC license requirements................................ 3-10 TeleVantage system configuration limits ........................................
Additional required hardware for analog service .............................. 4-5 T1 trunk requirements ...........................................................................4-5 T1 carrier requirements..................................................................... 4-5 Additional required hardware for T1 service ..................................... 4-6 U.S. local and long-distance service................................................. 4-7 E1 trunk requirements..................................
Chapter 7. Upgrading or Installing TeleVantage ............................ 7-1 Introduction ........................................................................................... 7-2 Is this upgrade for you?..................................................................... 7-2 TeleVantage CDs .............................................................................. 7-2 Starting the Setup programs .............................................................
Configuring TeleVantage for use with a proxy server................... 10-24 Configuring e-mail notification and Exchange synchronization .... 10-25 Upgrading Windows on the TeleVantage Server PC ........................10-27 Chapter 11. Installing TeleVantage Workstation Applications....11-1 Introduction .........................................................................................11-2 Requirements ..................................................................................
Configuring TAPI applications for the Multi-Line TAPI Service Provider 14-7 Chapter 15. Installing the TeleVantage Recording Archive Service.. 15-1 Introduction ......................................................................................... 15-2 Installation steps ................................................................................. 15-2 Chapter 16. Installing the TeleVantage SMDR Service ................ 16-1 Overview..................................................................
Troubleshooting workstation application problems .............................. B-7 Troubleshooting TeleVantage Services problems ............................. B-13 Other troubleshooting topics .............................................................. B-16 Appendix C. Changing the Domain of the TeleVantage Server ... C-1 Appendix D. Managing TeleVantage Licenses .............................. D-1 How TeleVantage licenses affect system behavior..............................
Using an overhead loudspeaker with TeleVantage ............................. G-7 The TeleVantage SDK......................................................................... G-7 Installing the TeleVantage SDK ....................................................... G-8 The TeleVantage SDK Application Programming Interfaces .......... G-8 The Client API .................................................................................. G-9 The Add-in API ........................................................
VoiceBoard settings ........................................................................ J-25 VoiceBoard channel settings .......................................................... J-28 Robbed Bit T1 Setting ..................................................................... J-30 E1 and T1 board settings ................................................................ J-30 ISDN Megacom service settings.....................................................
CHAPTER 1 CHAPTER 1 INTRODUCTION CHAPTER CONTENTS TeleVantage overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2 How to use this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 Where to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 TeleVantage documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
TeleVantage overview _____________________________________ Welcome to TeleVantage! TeleVantage is a feature-rich, software-based phone system that combines rock-solid stability with the most advanced communications technology available today. TeleVantage delivers greater functionality, flexibility, and value than proprietary PBXs to a variety of customers, from small offices to large enterprise organizations with sophisticated call centers.
Q Powerful call center options. Two types of call centers are available in TeleVantage—call center queues and ACD workgroups. Call center queues provide a full-featured call distribution system, enabling you to customize your callers’ hold experience, play single or repeating prompts, prompt callers to enter data, configure call priority, and set up multi-level supervisor permissions.
Q The TeleVantage Software Development Kit and open architecture. Use one of the many off-the-shelf applications available from third-party vendors to customize TeleVantage behavior and call processing. For the ultimate in flexibility, programmers can use the included comprehensive TeleVantage Software Development Kit (SDK) to develop custom applications. Q Multi-lingual system prompts. Lets both users and callers select the language in which they hear TeleVantage prompts.
How to use this manual ___________________________________ There are two related installation manuals that guide you through all of the steps required to plan for and install your TeleVantage system: Q Installing TeleVantage (this manual) is your starting point, and contains two main sections: Q Section 1, “Preparing for Installation”. The chapters in this section describe the TeleVantage components, PC and network requirements, and the various trunk and station options you can use with TeleVantage.
TeleVantage documentation ________________________________ TeleVantage provides documentation in several easy-to-access online formats that provide the benefits of instant hypertext navigation. This section describes the different TeleVantage documents and how to access them in various formats. Ordering printed documentation You can order printed versions of some TeleVantage documents. To do so, contact your TeleVantage provider.
Audience Available in print HTML book Acrobat PDF TeleVantage QuickStart Guide This small guide provides easy-to-read instructions for first-time users and basic TeleVantage use, including a complete telephone command reference and coverage of ViewPoint fundamentals. All audiences No Yes Yes TeleVantage Call Center Administrator’s Guide This manual describes configuring, maintaining, supervising, and participating in a TeleVantage call center.
Accessing online documentation You can access TeleVantage’s online documentation in the following formats. Online Help From any TeleVantage application window, you can press F1 or click Help to get context-sensitive Help describing the window and its individual fields. For overviews of features, see the online or PDF books, not the online Help. HTML books TeleVantage provides complete compiled HTML Help (CHM) versions of four of its printed manuals, enhanced with hypertext navigation panes and links.
CHAPTER 2 CHAPTER 2 TELEVANTAGE COMPONENTS CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 TeleVantage Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3 TeleVantage Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 TeleVantage ViewPoint . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 TeleVantage Web Services . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ TeleVantage consists of several components that you can install separately. This chapter provides an overview and a description of the purpose of each of the following components: Q TeleVantage Server. See page 2-3. Q TeleVantage Administrator. See page 2-4. Q TeleVantage ViewPoint. See page 2-4. Q TeleVantage Web Services. See page 2-4. Q TeleVantage Enterprise Manager. See page 2-5. Q TeleVantage TAPI Service Provider. See page 2-5.
TeleVantage Server _______________________________________ The TeleVantage Server is the heart of the TeleVantage system. It controls phone traffic in and out of your office, and maintains a database of user and system information, call history, and contacts, as well as all voice files, including voice messages. The TeleVantage Server runs on a Windows PC that contains Dialogic telephony resources. See “TeleVantage Server PC requirements” on page 3-2 for specific Server requirements.
TeleVantage Administrator _________________________________ The TeleVantage Administrator application enables you to configure, maintain, and monitor your TeleVantage system. You can use the Administrator to manage trunks, extensions, users, create and modify auto attendant menus, and manage all aspects of your TeleVantage system. You can install the Administrator on any PC on your network, including the TeleVantage Server PC.
TeleVantage Enterprise Manager TeleVantage Enterprise Manager allows a distributed network of TeleVantage Servers to appear and behave as a single phone system. Enterprise Manager facilitates the configuration and operation of a network of TeleVantage Servers (called a TeleVantage domain) by automating the initial intra-Server configuration and providing data synchronization services that make the domain of TeleVantage Servers appear as a single distributed phone system.
TeleVantage Contact Manager Assistant ______________________ The TeleVantage Contact Manager Assistant tightly integrates with Outlook, GoldMine, and GoldMine FrontOffice, so that you can receive screen-pop notification when any of your Outlook, GoldMine, or GoldMine FrontOffice contacts call you. See “TAPI Service Provider/Contact Manager Assistant requirements” on page 3-19 for specific requirements.
TeleVantage Software Development Kit ______________________ The TeleVantage Software Development Kit (SDK) lets you extend TeleVantage functionality. The TeleVantage SDK consists of the following components: Q The Client Application Programming Interface (API) gives custom applications the ability to access all functions and data in TeleVantage ViewPoint. Q The Add-In API allows you to extend the ViewPoint application itself with additional functionality.
CHAPTER 3 CHAPTER 3 TELEVANTAGE REQUIREMENTS CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Choosing a location for the TeleVantage Server PC. . . . . . . . . . . . 3-2 TeleVantage Server PC requirements . . . . . . . . . . . . . . . . . . . . . . 3-2 TeleVantage database server requirements . . . . . . . . . . . . . . . . . 3-11 Network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ This chapter describes hardware and software requirements for the PCs on which the various TeleVantage components run. It also describes the requirements for telephone lines and the local area network (LAN) configuration in your office environment. Make sure all these requirements are met before you begin the installation.
Q Windows XP Professional. Base release as well as SP1-SP2. Windows XP Professional includes Remote Desktop for remote management. Note that a TeleVantage Server using Windows XP Professional is limited to supporting a maximum of 10 simultaneous connections to any TeleVantage workstation application (ViewPoint, Administrator, TAPI Service Provider, Contact Manager Assistant, Archived Recording Browser, or ViewPoint Web Access session.) Q Windows 2000 Professional. SP4 or higher.
When to increase CPU speed and memory CPU speed and memory availability have a direct effect on TeleVantage performance. While the minimum requirements listed in the tables on pages 3-6 and 3-5 are adequate for lightly-used, demonstration, or test systems, a faster CPU and additional memory are recommended for systems with heavier usage. For example, a system that handles 5000 calls per day requires more memory and a faster CPU than a system that handles only 500 calls each day.
Number of simultaneous VoIP and voice resources used (xx/yy) Recommended CPU and speed Using G.711 codec1 Using G.723.1, G.729A, or G.729AB codec Recommended memory Up to 4/22 Intel® Pentium III, 850 MHz or higher Intel Pentium III, 850 MHz or higher 512 MB Up to 32/162 Intel Pentium III, 1.26 GHz or higher Intel Pentium 4, 1.7 GHz or higher 1 GB Up to 64/322 Intel Pentium 4, 2.0 GHz or higher Dual Intel Xeon™, 2.0 GHz or higher 1 GB Up to 96/482 Single Intel Xeon, 2.
In the table, Total # of ports is the total number of trunks and stations. In any configuration of Dialogic boards, the total number of trunks in use simultaneously cannot exceed 280, and the total number of stations in use simultaneously cannot exceed 720. In office environments without a call center, typically only 25% of stations are ever in use at the same time, but be sure to know your environment's typical and peak usage and plan accordingly.
The following table lists the minimum disk space required for systems with different numbers of users, all of whom have voice mailboxes. By default, TeleVantage allows a maximum of 30 minutes of voice files per user—20 minutes for voice messages and 10 minutes for personal recordings such as greetings and voice titles. Increasing the default per-user settings for voice messages and personal recordings requires more disk space, as indicated in the table.
Offline storage requirements An offline storage device such as a tape drive is useful for backing up the TeleVantage database, voice messages, and Windows Event Logs. TeleVantage Server PC RAID requirements TeleVantage supports and recommends Windows Server RAID implementations. To ensure maximum uptime, configure your TeleVantage Server PC with RAID as you would any other mission-critical system. Some options are listed in the following table.
TeleVantage Server PC network requirements Although TeleVantage can run without being connected to a network, many of its features are unavailable without a network. See “Network requirements” on page 3-12 for more information, as well as other network-related requirements. Network interface card requirements If you are using a network, you must have a network interface card (NIC) installed in the TeleVantage Server.
TeleVantage Server PC CD ROM requirements One CD ROM drive is required to install the TeleVantage software and related components from the TeleVantage CDs. TeleVantage Server PC license requirements A Server license is required for each TeleVantage Server. See “TeleVantage license requirements” on page 3-16 for more information. Dongle requirements A dongle is one of the hardware locking options for TeleVantage licenses, and is not required. If you want a dongle, contact your TeleVantage provider.
Using industrial PCs for larger systems based on Dialogic Boards Very small- to small-sized TeleVantage systems can be configured on a standard PC that meets the requirements outlined earlier in this chapter. Systems that are not expected to exceed 16 trunks by 48 lines—or other configurations not exceeding 4 boards—can usually be constructed in this way. Larger systems may require more slots than are found in a standard PC. These systems may also require a bigger power supply to power all the boards.
Database configuration recommendations For best performance and reliability, Microsoft recommends (but does not require) that you install the following components on separate hard drives. These components must be installed on a local drive of the TeleVantage Server, but do not have to be on the same local drive.
Using TeleVantage with a LAN You must use a LAN if any of the following circumstances exist: Q You are installing TeleVantage software, such as TeleVantage ViewPoint or the TeleVantage Administrator, on a remote PC. Q You are using Dialogic HMP or are installing a Dialogic DM/IPx IP telephony board or DI0408LSAR2 integrated trunk and station board in order to use the TeleVantage Internet telephony features.
Microsoft Windows workgroup-based networks In a Windows workgroup-based network, or a non-Microsoft network, anyone who runs a TeleVantage workstation application requires a network connection to the TeleVantage Server. In order for the TeleVantage Server PC to be accessible via the network, you must do one of the following: Q Set up an account for every user who will run a TeleVantage workstation application on a different PC in the workgroup.
Requirements for e-mail notification In order to use e-mail notification, you must have an e-mail system or provider that supports Simple Mail Transfer Protocol (SMTP). Ask your e-mail administrator or SMTP provider for the SMTP connection parameters. Configuring e-mail notification is described in Chapter 3 of Administering TeleVantage. Note: For backward compatibility, e-mail notification is also supported using MAPI.
TeleVantage license requirements ___________________________ TeleVantage licenses can be used for 60 days before they must be activated to a hardware key over the Internet. See “Entering and activating your TeleVantage licenses” on page 10-16 for details. The following licenses are available. The specific licenses that you need depend on how you plan to use TeleVantage. Q Server license. Required for each TeleVantage Server. You must have a valid Server license in order to start the TeleVantage Server.
TeleVantage ViewPoint requires one ViewPoint license per PC. With one ViewPoint license, a user can log on to ViewPoint multiple times on a single PC. Unlike TeleVantage ViewPoint, ViewPoint Web Access and Client API sessions are licensed per user, not per PC. Therefore, the same user can log on simultaneously to ViewPoint Web Access multiple times or to multiple Client API sessions with only one ViewPoint license, even on multiple PCs.
Administrator and ViewPoint requirements ___________________ PCs running the TeleVantage Administrator or ViewPoint must meet the following requirements: Q Operating system. The following operating systems can be used: Q Windows Server 2003, base release as well as SP1 and SP2 Q Windows XP, base release as well as SP1 and SP2 Q Windows 2000, SP4 or higher Q Windows NT Workstation or Server 4.
Using a wheel mouse with TeleVantage To scroll through ViewPoint or Administrator views using a Microsoft mouse with a mouse wheel, you must have installed the latest Microsoft Intellipoint driver. To obtain the latest Intellipoint driver, go to the following location and search for a download using the keyword “Intellipoint”: http://www.microsoft.
TeleVantage Web Services requirements _____________________ You can install TeleVantage Web Services on the same PC as the TeleVantage Server if you plan to use the IIS to support a small number of simultaneous connections for TeleVantage purposes only. However, if you plan to use the TeleVantage Web Services to support many TeleVantage users or for other high-volume Web-related activity, it is recommended that you install it on a separate networked PC from the TeleVantage Server.
Q Disk space. 200 MB. Q Network connection. TCP/IP connection to the TeleVantage Server. See “Network requirements” on page 3-12. Note: A ViewPoint license is required in order to use TeleVantage ViewPoint Web Access. See “TeleVantage license requirements” on page 3-16 for more information. Call Center Reporter requirements __________________________ The Call Center Reporter is installed along with TeleVantage ViewPoint.
Q Disk space. Be sure to provide enough disk space for the mailbox recordings that you will archive. See “Minimum disk space requirements” on page 3-6 for minimum disk space recommendations based on minutes of voice files. Important: The hard drive used for archived recordings must be an NTFS-partitioned drive. Do not archive recordings to a FAT or FAT32-partitioned drive. Q Backup. A tape backup unit or a DVD burner is recommended to save old recordings Q RAID.
Contact your local telephone company to determine the emergency dialing services that are available in your area. For details on how to set up standard 911or E-911 emergency dialing in TeleVantage, see “Setting up emergency dialing” in Chapter 9 of Administering TeleVantage. Enhanced 911 service requirements After you determine that E-911 service is available from your phone company, you need to install and configure an E-911 device to make E-911 calls from TeleVantage stations.
Section 1 Preparing for Installation
CHAPTER 4 CHAPTER 4 TRUNK OPTIONS AND REQUIREMENTS CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Using trunks with TeleVantage . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2 Ordering services from your telephone company . . . . . . . . . . . . . . 4-2 Analog trunk requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-5 T1 trunk requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ Trunks are the phone lines that you order from the telephone company. This chapter describes requirements for the trunks and services that you can use with TeleVantage. Note: Placing VoIP calls over the Internet or your private TCP/IP network does not require additional telephone company trunks. See “VoIP requirements” on page 4-10 for more information.
Ordering caller identification Inbound caller identification Caller ID or Automatic Number Identification (ANI) is used by TeleVantage as a means of identifying incoming calls. Many useful TeleVantage features rely on caller identification. Customized greetings, customized routing lists, and call rules for individuals all use caller identification. It is highly recommended that you order a caller identification service for all of your trunk lines. Q For analog trunks, order Caller ID.
Ordering hunt groups Trunks used with TeleVantage must be configured by the phone company in a terminated hunt group so that calls roll over to the next trunk if the first one is busy. In this arrangement, incoming calls try the lowest numbered phone line first. If that line is busy, they try the next higher phone line and continue trying lines until a free line is found.
Analog trunk requirements ________________________________ TeleVantage supports standard loop-start analog trunks. TeleVantage can also use Centrex trunks or operate behind a PBX that is connected to the central office at the telephone company. Additional required hardware for analog service No additional hardware is required for analog or Centrex/PBX trunks. To support analog DID service, you need a DID interface unit which sits between TeleVantage and your phone company.
T1 ISDN PRI Protocols TeleVantage currently supports the following ISDN PRI protocols over T1 lines. The drivers for these protocols are installed automatically with Dialogic SR 6.0. Contact your TeleVantage provider if your protocol is not listed. Q National ISDN 2 (NI2). NI2 is required if you want to use the Two B-Channel Transfer feature (See Administering TeleVantage, Chapter 5, “Using Two B-Channel Transfer.”).
U.S. local and long-distance service Two kinds of T1 trunks are available from phone companies in the United States, local and long-distance. Local T1 trunks Local T1 trunks operate similarly to local analog lines, in that local calls are free, and you can place long-distance calls using the long-distance carrier of your choice. Important: It is recommended that you not use local T1 lines because they do not supply ANI Caller ID information used by TeleVantage to recognize contacts when they call.
E1 ISDN PRI protocols Q CTR4 (ETSI 300), also known as EuroISDN Q Net5 Q QSIG Q Austel Q DASS2 Q ITR6 Q PTC132 Q VN3 Q VN4 E1 CAS protocols The Dialogic GlobalCall 4.0 Protocols for E1/CAS are installed with Dialogic SR 6.0. You specify the protocol to use when you add the E1 CAS span in the TeleVantage Administrator, as described in Chapter 5 of Administering TeleVantage. Additional required hardware for E1 service No additional hardware is required to support E1 CAS service.
ISDN BRI trunk requirements_______________________________ TeleVantage supports ISDN BRI trunks. Note: Connecting BRI devices such as BRI phones to Dialogic ISDN BRI boards is not supported. ISDN BRI carrier requirements TeleVantage supports the following ISDN BRI protocols. The drivers for these protocols are provided on the TeleVantage Drivers CD. Contact your TeleVantage provider if your protocol is not listed here.
VoIP requirements ________________________________________ TeleVantage supports two protocols for voice communication over the Internet. Q Session Initiation Protocol (SIP). Developed by the Internet Engineering Task Force (IETF) specifically for Internet use, SIP is a well-accepted standard for Voice over Internet Protocol (VoIP) communication. SIP enables VoIP communication with other SIP-compatible devices, including SIP desktop phones or softphones, SIP services, and SIP carriers.
If you are ordering a SIP account from www.broadvoice.com, tell them that you are using a ‘General SIP device.’ TeleVantage requires no specific settings to work with BroadVoice. For information on enabling communications with a SIP carrier via the TeleVantage Administrator, see “Using SIP Servers” in Chapter 14 in Administering TeleVantage. Q SIP gateways. SIP gateways are devices that provide the following types of ports. For more information on supported gateways and requirements, see Chapter 6.
CHAPTER 5 CHAPTER 5 PHONE OPTIONS AND REQUIREMENTS CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2 Using analog phones with TeleVantage . . . . . . . . . . . . . . . . . . . . . 5-2 Using SIP phones with TeleVantage . . . . . . . . . . . . . . . . . . . . . . . .5-6 Using H.323 phones with TeleVantage . . . . . . . . . . . . . . . . . . . . . 5-10 Using digital phones with TeleVantage . . . . . . . . . . . . . . . . . . . . .
Introduction This chapter discusses the wide variety of phones that you can use with TeleVantage. For instructions on how to connect your phones, see Chapter 6 in Installing Dialogic Telephony Components.
Tested ADSI phones TeleVantage supports Analog Display Service Interface (ADSI) phones. In addition to the CLASS features described in “Tested analog phones” on page 5-4, ADSI phones can provide soft-button menu access to many TeleVantage functions (for a complete feature list, see the ADSI script manufacturer for your phone.
Brand Model CLASS features Vertical Fanstel ST-2118 Caller ID Caller ID on Call Waiting Message Waiting Indicator CybioLink P-I CY-2135-B CY-2135-BH Caller ID Caller ID on Call Waiting Message Waiting Indicator 1. Includes a TeleVantage ViewPoint Add-In that allows users to configure the buttons of the phone via a GUI.
Note: Message waiting indicators other than CLASS Bellcore are not supported with TeleVantage. For example, the message waiting indicator on some analog phones is set via a line voltage change, and that is not supported. When choosing a phone for use with TeleVantage, make sure that the phone supports FSK message waiting indication (9v message waiting indication is not supported.
Using SIP phones with TeleVantage__________________________ TeleVantage supports VoIP desktop and softphones that conform to the Session Initiation Protocol (SIP) standard. Developed by the Internet Engineering Task Force (IETF) specifically for Internet use, SIP is a well-supported standard for Voice over Internet Protocol (VoIP) communication. Both SIP desktop and SIP softphones have been tested with TeleVantage.
Brand Model Version Features Vertical Aastra 9133i IP Phone (multi-line1) 1.2.5.316, 1.4 Caller ID Caller ID on call waiting Call Log Conference button2 Do Not Disturb Flash button Hold button Intercom button Message Retrieval button Message Waiting Indicator Mute button Paging Park Redial button Speakerphone button Speed Dial Transfer button Voice-first answering Vertical Aastra 9112i IP Phone (single-line) 1.2.5.316, 1.
Brand Model Version Features Vertical Aastra 480i CT IP Phone with cordless handset and base station (multi-line3) 1.2.5.316 Caller ID Caller ID on call waiting Call Log Conference button2 Do Not Disturb Flash button4 Hold button Intercom button5 Message Retrieval button Message Waiting Indicator Mute button Paging Park Redial button6 Speakerphone button Speed Dial Transfer button Voice-first answering5 1. Requires one Internet trunk per call. 2.
Tested SIP softphones The following SIP softphones can be used with TeleVantage. Contact your TeleVantage provider for more information about other SIP softphones to use with TeleVantage. Manufacturer Model Version Features CounterPath Solutions, Inc. http://www.counterpath.com/index.php?me nu=products&smenu=eyebeam eyeBeam Audio-only1 2 3 4 1.1, 1.
Using H.323 phones with TeleVantage________________________ TeleVantage supports VoIP phones that conform to the H.323 internet telephony standard, including H.323-based terminals such as Microsoft NetMeeting. Developed by telephone companies, the H.323 protocol enables communication with H.323-compatible devices, such as some VoIP phones. Note: Unlike CLASS features (see page 5-4) which take time to send to analog phones, these features are instantaneous on H.323 phones. For more information about using H.
Brand Model Version Polycom Soundpoint 500 http://www.polycom.com/products_ services/1,1443,pw-34-182-215,00. html SoundPoint 500: Microsoft NetMeeting Features Caller ID Included with Windows Caller ID Using digital phones with TeleVantage _______________________ TeleVantage supports digital phones via the Toshiba Strata CS-DKTU digital station board. Important: For the most up-to-date board specifications, refer to the Excel file SupportedTelephonyBoards.
1.
Tested digital phones The following digital phones can be used with TeleVantage. Contact your TeleVantage provider for more information about other digital phones to use with TeleVantage. A representative phone from each phone family is pictured..
Maximum cabling distances The maximum cabling distance between an analog phone and an HDSI/x analog station board is one mile (5280 feet.) The maximum cabling distance between an analog phone and a DISIx analog station board or DI0408LSAR2 integrated trunk and station board is 3500 feet. The maximum cabling distance between a Toshiba digital phone and the Toshiba Strata CS-DKTU station board is 1000 feet. SIP phone, H.
Using TeleVantage with a paging system _____________________ There are several ways to use TeleVantage with a paging system: Q Use the TeleVantage *15 telephone command to page a group of users over each user’s speakerphone simultaneously. This option does not require an external paging system or overhead speaker. See Using TeleVantage for more information. Q Use an external paging device. See page 5-15. Q Create an overhead paging system with hands-free answering. See page 5-15.
Section 2 Performing the Installation
CHAPTER 6 CHAPTER 6 GATEWAY OPTIONS AND REQUIREMENTS CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Using gateway PSTN/FXO ports with TeleVantage . . . . . . . . . . . . 6-2 Using gateway station/FXS ports with TeleVantage . . . . . . . . . . . . 6-3 Using IP gateway T1/E1/BRI ports with TeleVantage . . . . . . . . . . . 6-3 Gateway requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ TeleVantage supports VoIP gateway devices using the SIP protocol to provide a wide variety of VoIP connectivity options for analog, T1, E1, or BRI trunks, and for analog devices including analog phones and fax machines. You can use gateways no matter which method you use to provide telephony resources on the TeleVantage Server (Dialogic HMP software or Dialogic boards.
Using gateway station/FXS ports with TeleVantage_____________ The station/Foreign eXchange Station (FXS) ports on IP gateways connect analog phones to the Internet or your private TCP/IP network via an Ethernet connection, allowing analog phone users to place and take VoIP calls. Gateways that provide FXS ports are also known as analog telephone adaptors (ATAs.
Gateway requirements ____________________________________ The following are required to use gateways with TeleVantage: Q For any gateway: Q Configure TeleVantage for SIP according to the instructions in Chapter 14 in Administering TeleVantage. Q Install and configure the gateway. For information on how to set up and connect a gateway, see the manufacturer’s documentation. For instructions on how to configure a Sipura gateway for use with TeleVantage, see Chapter 14 in Administering TeleVantage.
CHAPTER 7 CHAPTER 7 UPGRADING OR INSTALLING TELEVANTAGE CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2 Preparing for an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4 Upgrading from a previous version of TeleVantage . . . . . . . . . . . . 7-6 Installing a TeleVantage system for the first time . . . . . . . . . . . . . .
Introduction Is this upgrade for you? Review this section carefully to determine if you should upgrade to TeleVantage 8. Important: Be aware that if you do not upgrade to TeleVantage 8 for any reason, you will not have access to Dialogic or Vertical support for Dialogic SR 5 and DIalogic HMP 1.1 because Dialogic has discontinued support for those versions. Note that TeleVantage 8 includes and requires Dialogic SR 6.0 SU 142, and does not work with any previous version of the Dialogic drivers.
The Master CD also contains the following: Q TeleVantage Enterprise Manager. For installation instructions, see the TeleVantage Enterprise Manager Installation and Administrator Guide. Q TeleVantage SDK. For installation instructions, see Chapter 15 in Administering TeleVantage. The Dialogic HMP CD Follow the instructions in Chapter 5 in Installing Dialogic Telephony Components to install these components. Q Dialogic HMP Software Release (SR) 3.0. Q Dialogic HMP SR 3.0 Service Update (SU) 157.
Upgrading vs. installing for the first time Q If you are upgrading from a previous version of TeleVantage, go to the next section. Q If you are installing a new TeleVantage system, go to “Installing a TeleVantage system for the first time” on page 7-8. Preparing for an upgrade __________________________________ The information in this section applies to all upgrade paths, no matter what version of TeleVantage you currently have installed.
Important special upgrade scenarios This section contains information about other tasks you may want to do at the same time that you upgrade to TeleVantage 8: Q Move the TeleVantage Server to a new PC. See page 7-5. Q Change the domain of the TeleVantage Server. See page 7-5. Q Move the TeleVantage voice files. See page 7-5. If these scenarios do not apply to you, skip to “Upgrading from TeleVantage 7.5” on page 7-6.
Moving the TeleVantage voice files If you want to upgrade your TeleVantage system, but do not have enough free space on your disk to perform the installation, you can move the TeleVantage voice files to another location before performing the upgrade. See Administering TeleVantage for more information about moving voice files. Upgrading from a previous version of TeleVantage This section describes the following upgrade paths: Q Upgrading from TeleVantage 7.
Upgrading from TeleVantage 4, 5, 6, or 7 Upgrade tasks During an upgrade, you must perform the tasks listed in the following table in the order specified. This list is only an overview of the tasks you must perform. Detailed instructions for each task are presented in Installing Dialogic Telephony Components and later chapters in this manual.
Upgrading from TeleVantage 3.5 or earlier If you are upgrading from TeleVantage 3.5 or earlier, you must first upgrade your system to TeleVantage 6.1 or higher, and then upgrade again to TeleVantage 8. See Installing TeleVantage (for the intermediate version that you choose to install) for details. Be sure to review “Notes for specific upgrade paths” in Chapter 6 in those manuals (in TeleVantage 6, this information was moved to Appendix F.
What you must know before installing For a smooth first-time installation, gather the following information before you begin: Q Network environment type. Is your Microsoft network a domain or workgroup environment? Q Q If you are in a domain environment, you must know the name of the domain and the name and password of a domain user with administrator privileges on the PC on which the TeleVantage Server will be installed.
CHAPTER 8 CHAPTER 8 INSTALLING AND CONFIGURING WINDOWS ON THE TELEVANTAGE SERVER CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2 Installing Windows 2000/XP/2003 . . . . . . . . . . . . . . . . . . . . . . . . . .8-2 Configuring Windows 2000/XP/2003 for TeleVantage . . . . . . . . . .
Introduction _____________________________________________ Before you install TeleVantage components, you or your system administrator must install and configure one of the Windows operating systems listed on page 3-2 on the TeleVantage Server PC. If you are upgrading from a previous version of TeleVantage, go to Chapter 8. Otherwise, continue reading this chapter.
Configuring Windows 2000/XP/2003 for TeleVantage ___________ Use the information in the following table to configure Windows 2000/XP/2003 for use with TeleVantage. Dialog box name TeleVantage requirement Licensing Modes If each TeleVantage user’s PC already has a Windows 2000/XP/2003 per-seat license to connect to other Windows 2000/XP/2003 Servers, you do not need any more licenses.
6. Click Create to create the new user. Close the dialog box but do not exit Computer Management. 7. Select System Tools > Local Users and Groups > Groups. 8. Select the Administrators group. 9. Click Add. 10. Make sure the local computer is selected in the Look in drop-down list. 11. Select the new user and click Add. 12. Click OK to close the Select Users or Groups dialog box. 13. Click OK to close the Administrator Properties dialog box. 14. Exit Computer Management.
3. In the console tree, double-click the domain node. 4. In the details pane, right-click the organizational unit to which you want to add the user, point to New, and then click User. 5. Enter properties for the new user and make a note of the user name you enter. For information about individual properties, see your Windows documentation. 6. Click Add to add the new user. 7. Log off. To add the new user to the local Administrator group 1.
CHAPTER 9 CHAPTER 9 INSTALLING THE TELEVANTAGE DATABASE SERVER CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2 Installing MSDE from the Master CD . . . . . . . . . . . . . . . . . . . . . . .9-3 Applying the latest SQL Server service pack . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ If you are upgrading from TeleVantage 7, skip to Chapter 10. TeleVantage uses a database server to manage and access the TeleVantage database. See “TeleVantage database server requirements” on page 3-11 for information about the pros and cons of the various database servers you can use with TeleVantage. Q If you are installing TeleVantage for the first time.
Installing MSDE from the Master CD_________________________ Important: The MSDE database server installation has been customized for TeleVantage. You must install the database server using the Master Setup program, according to the following instructions. To install MSDE from the Master CD 1. Insert the Master CD. If the Master Setup does not start automatically, run autorun.exe from the root directory on the Master CD. 2. Click Microsoft Data Engine. 3.
5. First-time installations: Do the following: Q The Master Setup shows the default directory where MSDE will be installed. To install MSDE in a different location, click Browse. Click Next to continue. Q In the MSDE Password screen, enter the password that will be used by the MSDE system administrator account. It is important to save this password as it will be needed for all future upgrades. Click Next to continue.
If you upgraded from SQL Server 7 to SQL Server 2000 If you upgraded from SQL Server 7 to SQL Server 2000, you need to set the compatibility level correctly on the TeleVantage database. To do so: 1. Run the following utility from the Master CD: 2. Click Apply. Support\SQL7toSQL2000\SQL2000CompatLevel.exe Where to go next_______________________________________ When you have successfully installed or upgraded your database server, go to Chapter 10. CHAPTER 10.
CHAPTER 10 CHAPTER 10 INSTALLING THE TELEVANTAGE SERVER SOFTWARE CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2 Installing the TeleVantage Server . . . . . . . . . . . . . . . . . . . . . . . . .10-2 Installing the TeleVantage Administrator. . . . . . . . . . . . . . . . . . . 10-15 Entering and activating your TeleVantage licenses . . . . . . . . . . 10-16 Testing the TeleVantage Server . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ Task checklist You must perform the tasks listed in the following table in the order specified to install and configure the TeleVantage Server. This list is only an overview of the tasks you must perform. Detailed instructions for each task are presented in later sections in this chapter. Step Description 1 Install the TeleVantage Server. 2 Install the TeleVantage Administrator.
2. Close all open Windows applications running on the TeleVantage Server PC. You do not need to stop SQL services. 3. Do one of the following: 4. Q If you are installing TeleVantage for the first time, go to step 4. Q If you are upgrading from a previous version of TeleVantage, shut down the TeleVantage components. To do so: Q Stop the TeleVantage Server. To do so, in the TeleVantage Administrator, choose Tools > Shut down Server and then select Stop TeleVantage Server and Dialogic Drivers.
7. Click TeleVantage Server. 8. The TeleVantage Server Setup starts. Follow the on-screen instructions.
9. In the License Agreement dialog box, signify your agreement with the conditions by clicking I accept the terms in the license agreement. Click Next to continue. 10. In the Customer Information dialog box, enter your Name and your Company name. Click Next to continue. CHAPTER 10.
11. In the TeleVantage Provider Contact Information dialog box, enter the name, company, and the telephone number or e-mail address of your TeleVantage provider. Note: It is important to enter this information, because it is helpful to users who need to contact technical support to report a problem. Users can obtain this information by choosing Help > About from TeleVantage ViewPoint or the Administrator. Click Next to continue. 12.
13. In the Telephony platform dialog box, select the method by which you are providing telephony resources for TeleVantage, based on whether you installed Dialogic telephony boards or Dialogic HMP software according to the instructions in Installing Dialogic Telephony Components. Note: A warning message appears if you choose an option that does not match what is already installed on your TeleVantage Server, or if you must install missing components for proper operation. Click Next to continue. 14.
First time installations: Q To install the TeleVantage Server in a different location from the default location, click TeleVantage Server, and then click Change and browse to that location. Q Install the system prompt languages that both callers and users hear. To do so, select each of the languages that your callers and users are likely to want to use, but note that each language will require significant extra disk space. (Voice prompts for other languages are available, and are installed separately.
16. In the TeleVantage Server Voice File Format dialog box, specify the encoding format used in your location. Click Next to continue. Note: If you must change voice file format after installing the TeleVantage Server, see Administering TeleVantage. This dialog box does not appear if you reinstall the TeleVantage Server. 17. Upgrades: In the Preserve Existing Server Voice Files dialog box, choose what to do with any customized system prompts that you have previously recorded.
Q Preserve existing voice files. Choose this option if you have not customized any system prompts, or if you want to retain your customized system prompts. Any system prompts that have been customized are retained, while unmodified system prompts are overwritten with TeleVantage 7 versions. Q Overwrite existing voice files. Choose this option to overwrite all system prompts. Click Next to continue. 18.
19. First-time installations: In the Microsoft SQL Server Password dialog box, enter your SQL Server SA (system administrator) password. Click Next to continue. 20. Upgrades: In the Change SQL Server System Administrator Password dialog box, enter a new SA (system administrator) password. Note: This dialog box only opens if your current SQL Server SA (system administrator) password is blank. CHAPTER 10.
21. In the Select Database Paths dialog box, specify the locations for the components of the TeleVantage database. For optimal performance, these components should be on different drives. See page 3-12 for database configuration recommendations. The database components will be installed in the default directories shown. To install any of them in a different location, click Change and browse to that location. Q Database Path. Location of the TeleVantage database. Q Transaction Log Path.
22. First-time installations: In the TeleVantage Server Area Code dialog box, enter your telephone area code or city code. Leave Area Code blank if your phone lines do not use an area code. Click Next to continue. 23. In the Ready to Install TeleVantage Server dialog box, click Install. Important: Installation can take several minutes. If you are prompted to restart your computer, do so. Be sure to leave the Master CD in the drive throughout the installation and while the Server PC restarts. CHAPTER 10.
24. After the PC restarts, log on as the same user you used previously. The TeleVantage Server Setup program will resume, copy additional files, and then complete the installation automatically. This may take a significant amount of time, so be sure to allow the TeleVantage Server Setup program to complete. 25.
Installing the TeleVantage Administrator _____________________ This section explains how use the TeleVantage Workstation Setup program to install the TeleVantage Administrator in the default location on the TeleVantage Server PC. Note: You will use Workstation Setup again in Chapter 11 to install the TeleVantage workstation applications on other PCs or to install other workstation applications on the Server. All the Workstation Setup options are described in that chapter.
9. In the Setup Type screen, select Typical to install the TeleVantage Administrator in the default location. To install additional workstation applications on the TeleVantage Server, perform a custom installation, as described in Chapter 11. Click Next to continue. 10. In the Ready to Install screen, click Install. Installation may take several minutes. 11.
You must have a valid Server license to start the TeleVantage Server. Trunk, Station, IP Port, ViewPoint, Call Center Agent, Reporter, and Conference Manager licenses are optional, and are only required if you want to use these components. See “TeleVantage license requirements” on page 3-16 for information about the different licenses that are available. For details about how TeleVantage licensing works see Appendix D, “Managing TeleVantage Licenses.” To enter and activate TeleVantage licenses 1.
Q Change the default Password to one that is at least 5 digits long and cryptic. Retype the new password in the Confirmation field. Click OK. Q Change the password for the Operator user as well. See page I-3 for more information about password security. 10-18 5. Choose Tools > System Settings, and then click Licenses in the Category pane. 6. Enter your Server license first.
8. Click Add. The Modify License dialog box opens. Enter the Serial number and Verification key for the license, and then click OK. For each remaining license, repeat this step. 9. If this PC is connected to the Internet, click Activate to activate your licenses, and then go to step 11. If this PC is not connected to the Internet, or you plan to activate your licenses later, click OK. 10. Licenses Must be Activated dialog box opens to remind you that your licenses have not been activated.
11. The Activation Information dialog box opens. Complete the information in the Activation Information dialog box. All fields in bold are required. Completing all the fields will help your technical support representative when troubleshooting problems, and will keep you informed of any updates. Note: If you do not know your Partner ID (a required field), request it from the place where you purchased TeleVantage. 12.
13. The next message box confirms the hardware ID that you selected since it is an important decision. Click OK to continue, or Cancel to go back and specify a different hardware ID. 14. Click OK. TeleVantage submits your license information to Vertical. Q If activation was successful, activated licenses are returned and automatically added to your system. Click OK twice, to acknowledge the message and exit the System Settings dialog box. Q If activation was not successful, the reason is displayed.
To test the TeleVantage Server 1. Close all Windows applications, including the TeleVantage Administrator if it is running. 2. Shut down the TeleVantage Server. To do so: Q Right-click the Device Monitor icon in the system tray and then click Show Device Monitor. If the Device Monitor is not running, start it manually. The default location is: C:\Program Files\TeleVantage Server\tvdevmon.exe Q Stop the TeleVantage Server by selecting Tools > Stop Server.
Setting the TeleVantage Server to autostart Set the TeleVantage Server to autostart so that telephone service is automatically restored whenever the TeleVantage Server PC restarts. Q Upgrading from a previous version of TeleVantage. If the TeleVantage Server was set to autostart before the upgrade, you do not need to reset it now. Go to “Completing the TeleVantage Server installation” on page 10-24. Q Installing TeleVantage for the first time.
Completing the TeleVantage Server installation ________________ After you install and test the TeleVantage Server, you can perform any of the following tasks to complete the installation for your specific environment: Q Set access rights to the TeleVantage Server (see page 10-24.) Q Configure TeleVantage for use with a proxy server (see page 10-24.) Q Configure e-mail notification support (see page 10-25.
To change the protocol to TCP on a Windows PC 1. Choose Start > Run. 2. Enter dcomcnfg.exe in the Open field. The Distributed COM Configuration Properties dialog box opens. 3. If Connection-oriented TCP/IP is not at the top of the DCOM Protocols list, select it and click Move Up until it is the first protocol in the list. 4. Click OK. 5. Restart the PC. 6. Repeat steps 1-4 for each PC running a TeleVantage workstation application.
Sending e-mail notifications if you are using custom Outlook forms If you are using custom Outlook forms (for example, you are using a product like Excendia Outlook-by-Phone), you need to set the TeleVantage Advanced Setting Artisoft\Server\MAPIMessageClass to IPM.Note.OT.Voice. To do so, use the TeleVantage Advanced Settings Editor (see page J-34 for instructions.
To configure Exchange synchronization on the TeleVantage Server 1. Use the tools provided with your e-mail post office (see the documentation from the manufacturer) to create a mail user for the TeleVantage Server. The name you give this mail user appears on all e-mail notification messages, so you should use a name that indicates the purpose of the message, for example, “TeleVantage” or “VoiceMailReceived”. 2. Install and configure Microsoft Outlook for the TeleVantage mail user.
CHAPTER 11 CHAPTER 11 INSTALLING TELEVANTAGE WORKSTATION APPLICATIONS CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2 Installing the TeleVantage workstation applications . . . . . . . . . . . 11-4 Configuring the TeleVantage workstation applications . . . . . . . . . 11-8 Synchronizing system clocks . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ The TeleVantage workstation applications are a set of programs that can optionally be installed on other PCs. The workstation applications connect with the TeleVantage Server remotely over your network. With these applications, users can take full advantage of how TeleVantage integrates the PC and the phone.
Installation checklist Use the following checklist as you install and configure the TeleVantage workstation applications. Q Windows 98 systems. Download DCOM 98 onto your TeleVantage Server so that TeleVantage workstation applications can be installed on Windows 98 systems. Q Windows NT systems. Upgrade the PC where you will install any of the workstation applications to at least Windows NT Service Pack 6a or higher before starting the installation.
To download DCOM 98 1. Go to the following location and search using the keyword ‘DCOM 98’: http://www.microsoft.com/downloads 2. Follow the on-screen instructions. 3. In the File Download dialog box, click Save this program to disk. 4. Save the downloaded file (dcom98.
About installing the TeleVantage TAPI Service Provider In addition to the PC requirements described on page 3-19, a user must have the following to install and use the TAPI Service Provider: Q A TeleVantage user name and station ID. You cannot use station ID 0. Q A Windows telephony location that allows the user to place calls. Typically, you need to configure your area code and external dialing prefix, for example “9”.
7. In the TeleVantage Server Information dialog box, enter the TeleVantage Server Name and the Telephone Station ID of the phone that will be used by the person at this PC. The station ID corresponds to the port number on the station board to which the phone is connected. To hear your station ID, pick up the phone and dial *0. Note: If there is not a TeleVantage phone near this PC, enter a station ID of 0.
10. In the Ready to Install screen, click Install. Installation may take several minutes. 11. When Workstation Setup finishes copying files, if you are installing the TAPI Service Provider, the TAPI Service Provider Configuration Wizard is displayed. Q Enter the name of the TeleVantage Server PC and the Station ID of the phone that will be used by the person at this PC. The station ID corresponds to the port number on the station board to which the phone is connected.
Q If you are installing the TAPI Service Provider for the first time, Workstation Setup prompts you to define a Windows telephony dialing location for your PC, which is required to place outbound calls. If you see this prompt, click OK. In the Location Information dialog box, select your country from the drop-down list, enter your area code, and enter the number you must dial to get an outside line, for example “9”. Click OK.
To configure Outlook 1. Open the Contacts view in Outlook. 2. Choose Actions > Call Contact > New Call. 3. In the New Call dialog box, click Dialing Options. 4. In the Dialing Options dialog box, verify that Connect Using Line is set to “TeleVantage Line 1.” This option is available after the TAPI Service Provider is installed. 5. Click OK.
Configuring the TeleVantage Contact Manager Assistant 1. If the Contact Manager Assistant is not running, start it by clicking Start > Programs > Vertical TeleVantage > TeleVantage Contact Manager Assistant. 2. If only the Contact Manager Assistant splash screen appears, right-click the Outlook, GoldMine, GoldMine FrontOffice, or GoldMine Business Contact Manager icon on the system tray at the lower right of your screen. Select Setup. 3. Click Help for detailed instructions.
CHAPTER 12 CHAPTER 12 AFTER INSTALLING TELEVANTAGE CHAPTER CONTENTS Your TeleVantage system so far . . . . . . . . . . . . . . . . . . . . . . . . . .12-2 Installing optional TeleVantage services . . . . . . . . . . . . . . . . . . . . 12-2 Setting up and configuring your TeleVantage system . . . . . . . . . .
Your TeleVantage system so far _____________________________ You should have already completed the following tasks: Q Installed the Windows Server Q Installed Dialogic HMP software or Dialogic hardware and drivers Q Installed and configured the TeleVantage database server Q Installed the TeleVantage Server Q Added and activated your TeleVantage licenses Q Install workstation applications (optional) Note: Be sure you have finished all of these tasks before you proceed.
Section 3 Installing TeleVantage Services
CHAPTER 13 CHAPTER 13 INSTALLING TELEVANTAGE WEB SERVICES CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-2 Installing Microsoft Internet Information Services . . . . . . . . . . . . . 13-3 Installation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-5 Running ViewPoint Web Access . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ TeleVantage Web Services is the TeleVantage component that allows you to offer users TeleVantage ViewPoint Web Access. ViewPoint Web Access is a version of TeleVantage ViewPoint that users access by using their Web browsers. Because ViewPoint Web Access is HTML-based, users can access it from non-Windows platforms such as Macintosh and UNIX. ViewPoint Web Access gives users access to most TeleVantage features.
Windows Internet Explorer requirements If you need to upgrade, go to the following location to obtain the latest version: http://www.microsoft.com/downloads Important: Versions of Internet Explorer with security patches may not be able to connect to a TeleVantage Server that contains an underscore in its name. This behavior was introduced by Microsoft to improve security.
3. In the right pane, click Allow all Web service extensions for a specific application. 4. Select Active Server Pages from the drop-down list, and then click OK. Setting up a secure Web site on the TeleVantage Web server In order to set up a secure Web site so that all transactions are secured by Secure Socket Layer (SSL) encryption, you need to do the following: Q Create a certificate request.
4. To configure SSL on the Web site, click Edit on the Directory Security tab. 5. Click Require secure channel (SSL), and then click OK. 6. Click Apply, and then click OK. 7. Browse to the Web site by typing https://. If the page opens, you have successfully installed your certificate. Once you have successfully installed and configured your certificate, you will no longer be able to browse to the Web site by typing http://.
4. The TeleVantage Services Setup starts. Follow the on-screen instructions. 5. 13-6 In the Setup Type dialog box, click Custom, and then click Next to continue.
6. In the Custom Setup dialog box, select TeleVantage Web Services, and deselect the other features. You can also do any of the following: Q Click Space to check the available space on each hard drive on the PC. Q Click Change to change the destination drive or folder where TeleVantage Web Services will be installed. Click Next to continue. 7.
Running ViewPoint Web Access ____________________________ If you get “The page cannot be displayed” or other error messages while running ViewPoint Web Access, see “Troubleshooting TeleVantage Services problems” on page B-13. Logging on to the TeleVantage Web server After TeleVantage Web Services is installed, you can run ViewPoint Web Access from any Web browser by entering the URL according to the following format.
CHAPTER 14 CHAPTER 14 INSTALLING TELEVANTAGE MULTI-LINE TAPI SERVICE PROVIDER CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2 Installing the Multi-line TAPI Service Provider. . . . . . . . . . . . . . . . 14-2 Configuring the Multi-line TAPI Service Provider . . . . . . . . . . . . .
Introduction _____________________________________________ You can install TeleVantage Multi-line TAPI Service Provider (TSP) on any server that needs multiple lines for TAPI support, typically a Citrix MetaFrame or Windows Terminal Services server. If necessary, the Multi-line TSP can be installed on the TeleVantage Server, for example to support a custom multi-line TAPI application that does not use Windows Terminal Services.
4. Click TeleVantage Services. 5. The TeleVantage Services Setup starts. Follow the on-screen instructions. CHAPTER 14.
6. In the Setup Type dialog box, select Custom, and then click Next to continue. 7. In the Custom Setup dialog box, select TeleVantage Multi-line TAPI Service Provider, and deselect the other features. (If you have already installed TeleVantage Web Services, that feature is detected and pre-selected—you do not need to deselect it.
You can also do any of the following: Q Click a component to see a description of it as well as the amount of disk space required to install it. Q Click Space to check the available space on each hard drive on the PC. Q Click Change to change the destination drive or folder where the selected component will be installed. You can specify a different location for each component. Click Next to continue. 8.
Configuring the Multi-line TAPI Service Provider _______________ This section describes how to perform the following steps to configure the TeleVantage Multi-line TSP for use with TAPI applications. Q Basic configuration (required). See page 14-6. Q Connecting to multiple TeleVantage Servers. See page 14-6. Q Restricting station access to users when using the Multi-line TSP. See page 14-6. Q Configuring TAPI applications for the Multi-Line TAPI Service Provider. See page 14-6.
The following graphic shows the Telephony MMC being used to assign TAPI Line 4 to the TeleVantage user “Administrator’: Configuring TAPI applications for the Multi-Line TAPI Service Provider This section describes how to configure the following TAPI applications to use the Multi-line TSP: Q GoldMine. See page 14-7. Q Act!. See page 14-8. Q Microsoft Outlook. See page 14-8. Q TeleVantage Contact Manager Assistant (Outlook or GoldMine users only.) See page 14-8.
Configuring Act! for the Multi-Line TAPI Service Provider Perform the following configuration steps from the PC of each Act! user who will use the Multi-line TSP. 1. In Act!, choose Edit > Preferences. 2. On the Dialer tab, select the Use Dialer checkbox. 3. Select the entry with the user’s station ID from the Modem or line drop-down list. (To hear the station ID, pick up the user’s phone and dial *0.
CHAPTER 15 CHAPTER 15 INSTALLING THE TELEVANTAGE RECORDING ARCHIVE SERVICE CHAPTER CONTENTS Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-2 Installation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Introduction _____________________________________________ The TeleVantage Recording Archive Service is installed on the archive server—a different PC from the TeleVantage Server. The archive server PC must be on your LAN, and cannot be remotely connected via the Internet. For a graphic showing the TeleVantage Recording Archive Service in a typical installation, see page 13-2.
5. Click TeleVantage Services. 6. The TeleVantage Services Setup starts. Follow the on-screen instructions. CHAPTER 15.
15-4 7. In the Setup Type dialog box, select Custom, and then click Next to continue. 8. In the Custom Setup dialog box, select TeleVantage Recording Archive Service, and deselect the other features. (If you have already installed TeleVantage Web Services, that feature is detected and pre-selected—you do not need to deselect it.
You can also do any of the following: Q Click a component to see a description of it as well as the amount of disk space required to install it. Q Click Space to check the available space on each hard drive on the PC. Q Click Change to change the destination drive or folder where the selected component will be installed. You can specify a different location for each component. Click Next to continue. 9.
11. In the Microsoft SQL Server Password dialog box, enter your SQL Server SA (system administrator) password. 12. In the Ready to Install dialog box, click Install. If you are prompted to restart your PC, do so.
CHAPTER 16 CHAPTER 16 INSTALLING THE TELEVANTAGE SMDR SERVICE CHAPTER CONTENTS Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-2 Installing the SMDR service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-3 Configuring the SMDR service . . . . . . . . . . . . . . . . . . . . . . . . . . .16-3 TCP/IP ports to avoid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16-5 TeleVantage SMDR formats . . . . . . . . . . . . . . . .
Overview________________________________________________ The TeleVantage SMDR (Station Message Detail Recording) Service lets you send real-time call data from TeleVantage to a third-party application. Third-party applications might be anything from a printer that prints a line for each call, to call accounting software that generates detailed reports. TeleVantage sends out the information for each call as soon as the call is ended.
Installing the SMDR service ________________________________ To use the SMDR service, install it on the TeleVantage Server PC. The SMDR service requires that TeleVantage ViewPoint also be installed on the same PC. For instructions on installing ViewPoint, see Installing TeleVantage. Note: You can install the SMDR service without shutting down the TeleVantage Server. However, it is recommended that you perform the installation during off-peak hours in case a Server restart is needed.
Starting, pausing, and stopping the service Click the buttons in the Service section to Start, Pause and Stop the SMDR Service. You must either stop or pause the service to change configuration settings. Q Stopping the service. While the service is stopped, TeleVantage calls that complete are not reported. Q Pausing the service. While the service is paused, TeleVantage calls that complete are stored in a buffer. When you click Continue, they are reported.
Q Text file. Check to have the SMDR Service write call data to a text file in the location of your choice. Click Settings to set file location and archiving options in the Text File Output Settings dialog box. You can set the following text file options: Q Click to specify a new location or filename for the file. Q Check Archive Log Daily to have TeleVantage automatically begin writing to a new file every midnight, leaving the previous day’s file as an archive.
TeleVantage SMDR formats_________________________________ The TeleVantage formats provide the most complete SMDR call data, offering all call information that appears in the Administrator’s Call Log. There are two TeleVantage formats that provide exactly the same data stream, formatted in different ways: Q TeleVantage fixed-width. The data is formatted in fixed-width columns. Note that long data, for example in the Custom Data column, can be truncated when using this format. Q TeleVantage CSV.
Position Description 6 From Number. Number the call came from. For incoming calls, the caller's extension or external phone number. For outgoing calls, the extension of the user who placed the call. 15 7 To Number. Number the call was placed to. For incoming calls, the extension of the user who was called. For outgoing calls, the external number or extension that was called. 15 8 Callback Number. If a caller enters a callback number, it appears with the prefix "Callback:" 15 9 DID.
16-8 Position Description 14 Account Code. The Account code for this call 10 15 Message. 1 Q 0 - no message Q 1 - the caller left a voice message. Width in characters 16 From Device. On incoming calls, the trunk or extension from which the call originated. On outgoing calls, your station number. 11 17 To Device. On incoming calls, your station number. On outgoing calls, the trunk used for the call. If an incoming call was transferred, To Device shows the last station that took the call.
Position Description 21 From Code. Access code of the dialing service that will be used to return this call. Only applicable to calls coming in from remote TeleVantage Servers over an Internet trunk. 10 22 From Rules. 1 23 Q 0 - No rules Q 1 - TeleVantages dialing rules will be applied when returning this call. To Type. Type of number called on an outbound call: Q 0 - No number Q 1 - Phone Number Q 2 - IP Address Q 6 - Extension Width in characters 1 24 To Code.
Toshiba CTX SMDR format _________________________________ This format is an emulation of the format used for Toshiba's CTX100 and CTX670 switch. This format sends a subset of the data that the TeleVantage format sends. It provides all the basic information that a Toshiba CTX SMDR recipient requires, but is not an exact duplicate of their format and may not represent details in the same way. This format provides a subset of the data that the TeleVantage format sends.
Position Description 92 Carriage Return 93 Line Feed LINE 2 CallerID and DID 1 Blank 2 "&" 3-19 CallerID 20 Blank 21-39 Blank (Ignored in our implementation) 40-46 DNIS/DID 47-62 Blank (Ignored in our implementation) 63 Carriage Return 64 Line Feed LINE 3 Account Code (optional, will not appear if no account code) 1 Record Type • • "B" - Abandoned "N" - Normal Inbound/Outbound Call 2 Blank 3-5 "002" - Record Number 6-47 Mirror of Line 1 48-59 Blank 60-91 Account Code 92
Avaya Lucent Definity SMDR format _________________________ This format is an emulation of the standard SMDR format for Lucent's Definity switch. It provides all the basic information that a Lucent Definity recipient requires, but is not an exact duplicate of their format and may not represent details in the same way. This format provides a subset of the data that the TeleVantage format sends.
Position Description 58 Space 59-82 Ignored in TeleVantage implementation of this format 83 Carriage Return 84 Line Feed CHAPTER 16.
CHAPTER 17 CHAPTER 17 INSTALLING THE TFTP SERVICE CHAPTER CONTENTS Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-2 Installing and configuring the Tftpd32 TFTP Server . . . . . . . . . . .
Overview________________________________________________ This chapter describes how to install the Tftpd32 TFTP Server included with TeleVantage. If you are using any of the following phones with TeleVantage, you must install a TFTP (Trivial File Transfer Protocol) server on your network. Each of these phones uses the Tftpd32 TFTP Server to download updates to the phone's firmware and configuration files. Q Vertical Aastra SIP phones Q Polycom H.323 phones Q Uniden H.
3. The TeleVantage Services Setup starts. Follow the on-screen instructions. 4. In the Setup Type dialog box, select Custom, and then click Next to continue. CHAPTER 17.
5. In the Custom Setup dialog box, select Tftpd32 TFTP Server, and deselect the other features. (If you have already installed TeleVantage Web Services, that feature is detected and pre-selected—you do not need to deselect it.) You can also do any of the following: Q Click a component to see a description of it as well as the amount of disk space required to install it. Q Click Space to check the available space on each hard drive on the PC.
8. Once configured properly, start the Tftpd32 TFTP Server using the Windows Services control panel, and set the Tftpd32 TFTP Server service to auto-start. To do so, click Start > Settings > Control Panel > Administrative Tools > Services. 9. In the Services dialog box, locate and double-click Tftpd32 TFTP Server. 10. On the General tab of the Properties dialog box, select Automatic from the Startup type drop-down list. Click Start to start the Tftpd32 TFTP Server without rebooting. 11.
Configuring the Tftpd32 TFTP Server once it has been started Detailed information on configuring the Tftpd32 TFTP Server is available at the following location: http://tftpd32.jounin.net/ To make any changes to the Tftpd32 TFTP Server configuration settings, you must first stop the service. To do so: 17-6 1. Click Start > Settings > Control Panel > Administrative Tools > Services. 2. In the Services dialog box, locate Tftpd32 TFTP Server. Right-click on it and then click Stop. 3.
Appendixes
APPENDIX A APPENDIX A USING TELEVANTAGE WITH MICROSOFT TERMINAL SERVICES OR CITRIX METAFRAME Using Microsoft Terminal Services or Citrix® MetaFrame with TeleVantage enables you to do the following: Q Manage a TeleVantage Server remotely. Q Run the TeleVantage Administrator or ViewPoint on a PC that does not meet the minimum requirements described in “Administrator and ViewPoint requirements” on page 3-18.
Q Remote Administration. In Remote Administration mode, you can use a remote PC to access a TeleVantage Server over the network just as if you were sitting at the Server console. Remote Administration can be used to perform upgrade and maintenance tasks remotely. For details, see “Using Terminal Services for remote administration” on page A-5.
5. Select either admin.exe or client.exe, depending on the workstation application that you want to install. 6. Click Finish, and then proceed with the installation. Add/Remove Programs will make sure that the application is set up for multisession use. 7. If you want to install more than one application, close Add/Remove Programs and restart it for each new application that you want to add.
8. If you see the following error message after restarting your PC, click OK, and then restart your PC again. 9. At the Terminal Server command prompt, type change user /install. 10. Install any of the TeleVantage workstation applications, such as TeleVantage ViewPoint, from the TeleVantage Server NetSetup directory. For detailed instructions, see Chapter 11. 11. At a command prompt, type change user /execute.
Using Terminal Services for remote administration_____________ In Remote Administration mode, you can use a remote PC to access a server over the network just as if you were sitting at the server console. Remote Administration can be used to perform upgrade and maintenance tasks remotely. When you start a session, your remote terminal may not be aware of applications that are already running on the server and will not display them on the console or in the task manager.
APPENDIX B APPENDIX B TROUBLESHOOTING This appendix contains information that may be helpful when you are troubleshooting problems with various TeleVantage components.
TeleVantage system overview_______________________________ The following figure shows the logical structure of a TeleVantage Server. Understanding this information will be helpful when you are trying determine the significance of system behavior when you are troubleshooting problems. The TeleVantage Server connects to a user by means of two different physical sets of wiring: Q Phone wire connects the station telephone to the Server (by means of the station board.
Understanding these different data paths can be important in understanding and troubleshooting the TeleVantage system. For example, the previous diagram shows that if a user can listen to voice mail messages using the telephone commands, but cannot do so using ViewPoint, problems with file sharing or accessing the MSDE database may be the cause. To solve the problem, you would use Windows Explorer to check the file sharing privileges on the Server machine.
Hang up not being detected Not all telephone company lines indicate a disconnect in the same way. Most will drop loop current (which is fairly easy to detect) but some may do other things, including: Q Go silent Q Play a dial tone Q Play a reorder tone Q Play some other kind of tone To determine the disconnect tones, see Administering TeleVantage. Gateway calls between TeleVantage Servers fail TeleVantage 3.x Servers cannot communicate with a TeleVantage 8.0 Server over an IP Gateway connection.
Valid sa password not accepted when installing MSDE 2000 from Master CD If you installed your existing version of MSDE or SQL Server as a stand-alone (non-networked) version, the network libraries were not installed, and all sa passwords (even a valid one) will be rejected. To resolve the problem, do the following: 1. Run the Microsoft Data Access Components (MDAC) installer (mdac_typ.
TeleVantage Server does not appear in Windows Services list If the TeleVantage Server does not appear in the Services list (Start > Settings > Control Panel > Administrative Tools > Services), open a command prompt on the Server, and enter the following commands: CD \Program Files\TeleVantage Server tvserver.
5. Restore the TeleVantage database. 6. Upgrade to the new version of TeleVantage and verify that it works. TeleVantage Server start up problems Q TeleVantage Server is unknown. Run the utility TVAccUtl.exe as described in Appendix C. Q TeleVantage Service will not start. Verify that the account (valid license) from which the user is trying to start the TeleVantage Server has administrator privileges. Q TeleVantage Server does not start because account password changed.
Q ‘Server not available’ dialog box appears when upgrading TeleVantage ViewPoint or Administrator. See page B-10. Q ‘Error 7595’ when starting TeleVantage ViewPoint. See page B-10. Q ‘Error 3706 (Provider cannot be found. It may not be properly installed.) has occurred’ when starting TeleVantage ViewPoint. See page B-10. Q Cannot start Administrator to back up the TeleVantage database. See page B-10. Q Cannot connect to the TeleVantage database when launching the Administrator. See page B-11.
‘Corrupt installation’ dialog box This error means you are unable to install TeleVantage workstation applications. You must log on as a user with administrator privileges to the PC on which the workstation applications will be installed. If you do not, a “Corrupt Installation” dialog box may open.
4. Obtain the file installedmdac.reg from the \support directory on the Master CD, and then run it on the affected PC. 5. Install the ViewPoint or Administrator workstation application again and restart the PC. ‘Server not available’ dialog box appears when upgrading TeleVantage ViewPoint or Administrator If the TeleVantage Server has been started, close the “Server not available” dialog box and continue with the installation.
Cannot connect to the TeleVantage database when launching the Administrator See “Cannot connect to the TeleVantage database during TeleVantage Server installation or when starting the Server or Administrator” on page B-6. E-mail notification through Microsoft Outlook does not work if Outlook is installed in Internet Only mode E-mail notification through Microsoft Outlook will not work if Outlook is installed in Internet Only mode.
4. Under ‘Message Format,’ select Plain Text. 5. Click OK. To set the outgoing mail format in the Windows registry on the TeleVantage Server: 1. Run Regedit. 2. Edit the following registry key and set it to the DWORD value indicated: HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings\In etMailFormat=3 The settings to try for this registry key are the following. Try 3 first, and if the problem still occurs, try 1 or 2.
6. Verify any DNS suffixes listed in the middle of the dialog box by pinging each from a command line. To do so: Q Click Start > Run. Q In the Run dialog box, type cmd, and then click OK. Q From the command line, type ping , (for example, ping Vertical.com), and then press Enter. If the suffix is invalid, you will get the message, “Unknown host ”. 7. To delete an invalid DNS suffix, select it in the Advanced TCP/IP Properties dialog box, and then click Remove.
Web Services installer seems to complete without requiring a reboot, but a reboot is required to finish If the Web Services installer completes without requiring a restart, it is recommended that you restart anyway to ensure that the setup is really completed. Messages ‘The page cannot be displayed’ while running ViewPoint Web Access These messages may be the result of anti-virus software scanning that causes IIS to restart ViewPoint Web Access. Turning off virus scanning for the file global.
5. In the Authentication Methods dialog box, make a note of the User name in the Anonymous access section, and then exit. 6. In Windows Explorer, right-click the \Audio folder and then click Properties. The default location is: C:\Program Files\TeleVantage Web Services\Audio 7. In the Properties dialog box, on the Security tab, click on the user name that you identified above. Verify that the user has Full Control for the \Audio folder. 8.
Other troubleshooting topics _______________________________ This section describes other problems that you may encounter. Microsoft WinSock Proxy blocks local UDP traffic Microsoft Proxy Server is a gateway to the Internet that allows multiple workstations on a single network to share one Internet connection. MS Proxy Server can sometimes block UDP (User Datagram Protocol) traffic on the network.
APPENDIX C APPENDIX C CHANGING THE DOMAIN OF THE TELEVANTAGE SERVER This appendix describes how to change the domain of the TeleVantage Server PC for any of the following reasons: Q Your network configuration has changed, and you now have a domain that you want the TeleVantage Server to be a part of. Q You recently installed a Microsoft Exchange Server on your network, and you now want to support e-mail notification in TeleVantage. To support this feature, the TeleVantage Server must be on a domain.
APPENDIX D APPENDIX D MANAGING TELEVANTAGE LICENSES This appendix provides background information on how TeleVantage licenses work, and addresses the following topics: Q How TeleVantage licenses affect system behavior. See page D-1. Q How to activate licenses manually. See page D-4. Q How to import and export license information to a license file. See pages D-7 and D-8. Q How hardware locking works. See page D-9. Q Installing an optional dongle. See page D-11. Q Terms of use. See page D-10.
After 60 days without activation If you do not activate your licenses within 60 days, the following occur: Q All TeleVantage workstation applications—with the exception of the TeleVantage Administrator—display a message at startup stating that “Your licenses have expired. Ask your TeleVantage Administrator to activate system licenses to fully enable the features of this application.” When the user clicks OK to close the message window, the application shuts down.
Viewing the status of licenses on your system The status of the licenses on your system is displayed in the splash screen and About dialog box for any of the TeleVantage workstation applications. On the splash screen licenses have not yet been activated on the system, the number of days left in the 60-day grace period is also displayed. About entering licenses ___________________________________ You use the TeleVantage Administrator to enter licenses into your system.
Once a system is activated, it stays activated until you add additional licenses (for example, you purchased another Station license to support more users), or the hardware ID against which the licenses are locked stops operating or is removed. At that time, the system becomes inactivated and the 60-day grace period begins, until you activate again. You will also need to activate your licenses again if you change the hardware ID on the TeleVantage Server.
To activate licenses via the web 1. Export your licensing information as described on page D-8. The license file contains all the required information for successful activation 2. Using your browser, go to http://activation.Vertical.com/activation Note: If you have problems with one-click activation or activating via the web, make sure that the TeleVantage Administrator can connect on TCP Port 80 to the host activation.Vertical.com.
3. 4. Supply your licensing in either of the following ways: Q If your browser supports file uploads, enter the name of the license file you exported from the Administrator, and then click Upload. Q If your browser does not support file uploads, paste the contents of your license file into the web page. To do so: Q Open your exported license file using Windows Notepad. Q In Windows Notepad, select Edit > Select All, and then select Edit > Copy.
Importing license information You import license information for any of the following reasons: Q To enter licenses, if your TeleVantage provider supplied you a license file that contains your license serial numbers and verification keys Q After successfully activating your licenses manually via the activation website Q To use licenses exported from another PC, for example, if you have moved your TeleVantage Server to another PC Q To rebuild a TeleVantage Server During an import, only new license rec
3. After the import finishes, click OK to close the message window that displays the number of license records that were imported. Note: Only new license records are imported. Licenses that were imported or activated previously are ignored. After importing new licenses, be sure to activate them using one of the methods described in “About activating licenses” on page D-3.
3. In the Registration Information dialog box, update or add customer profile information, and then click OK. Note: If you do not know your Partner ID (a required field), you can request it from the place where you purchased TeleVantage. 4. The Export Licenses To dialog box opens. Browse to the location where you want to save the exported license file, and then click Save. 5. Click OK to close the message window that displays the number of license records that were exported.
The hardware ID is verified each time the TeleVantage Server or any of the workstation applications start. If the hardware ID is not detected (for example, the dongle fell out or your NIC failed), your licenses revert to an unactivated state, and the 60-day grace period starts again. If necessary, you can relock your licenses to a different hardware ID once, as described in the next section. Terms of use The following terms of use apply when you activate licenses.
Installing a dongle See page 3-10 for a list of supported dongles. To install a dongle on the TeleVantage Server 1. Run the Sentinal System Driver installation program from the following location on the Master CD: \dongle\setup.exe Follow the on-screen instructions. 2. In the Setup Type dialog box, select Complete, and then click Next. 3. Plug the dongle into the appropriate port. 4. Restart the TeleVantage Server.
APPENDIX E APPENDIX E PERFORMING UNATTENDED WORKSTATION INSTALLATIONS You can install the TeleVantage workstation applications unattended (silently), so that your organization can perform automatic software updates or use a network maintenance system that performs remote installations. When running Workstation Setup unattended, you can perform either of the following types of installation: Q Typical installation. In a typical installation, the following occur. You cannot change any of these options.
Performing a custom unattended installation __________________ To perform a custom unattended workstation application installation, run the following command on the PC where the workstation applications will be installed, including any of the parameters described in the table on page E-3. \\\Netsetup\setup.exe /s /v"/qn CUSTOM_INSTALL=1 /l*v %TEMP%\wssetup.log" This example only shows the parameters required for any custom unattended installation.
Workstation Setup command parameters The following parameters can be specified in any order. Separate parameters with spaces. Name Value Description CUSTOM_INSTALL Integer Installation type: 0 = (Default) Typical installation. 1 = Custom installation.
Name SUPPRESS_MSGS Value Integer Description 0 = (Default) Workstation Setup displays message boxes on the PC where the applications are installed. Workstation Setup stops processing and waits until someone responds to each message box. 1 = Suppress display of message boxes. The messages are still written to the Workstation Setup Log (see “Performing a typical unattended installation” on page E-1.
Name TVTSPAPPHANGUP Value Integer Description TAPI SP only. Specifies whether applications using TAPI SP can hang up calls. 0 = (Default) Applications using the TAPI SP cannot hang up calls. 1 = Applications using the TAPI SP can hang up calls. Important: Some contact manager programs experience problems when TVTSPAPPHANGUP=1. For details, run the TAPI SP Configuration Wizard after installing TAPI SP, and read the Help for the second Wizard screen.
Name Value Description TVLAUNCHADMIN Integer 0 =(Default) Do not start the Administrator after the installation completes. 1 = Start the Administrator after the installation completes. TVLAUNCHCMA Integer 0 = (Default) Do not start the Contact Manager Assistant after the installation completes. 1 = Start the Contact Manager Assistant after the installation completes.
APPENDIX F APPENDIX F CONFIGURING TELEVANTAGE FOR THE WINDOWS FIREWALL Important: The information in this appendix applies only if your TeleVantage Server or any workstation PCs are running Windows XP SP2 or Windows Server 2003 SP1. This appendix includes the following topics: Q “Adjusting Windows Firewall exceptions.” See page F-2. Q “Windows Firewall exceptions added for TeleVantage.” See page F-4. Q “Adjusting Windows Firewall exceptions for TeleVantage Web Services.” See page F-5.
For a complete list of the Windows Firewall exceptions added by TeleVantage and their associated default values, see “Windows Firewall exceptions added for TeleVantage” on page F-4. You must change the default firewall security settings using the TeleVantage Administrator according to the instructions in “Adjusting Windows Firewall exceptions” on page F-2 if either of the following are true: Q Your TeleVantage Server and workstation PCs are not all located on one subnet.
Note: Vertical recommends this setting as the easiest and most secure setting that guarantees communication for the TeleVantage system on a typical LAN where all TeleVantage PCs are on the same subnet. If all of your TeleVantage PCs are not on the same subnet, you cannot choose this option, and must choose either Any computer or Custom List. Q Custom list. With this option, you list the IP addresses, subnets, or both representing the PCs whose network traffic is accepted by this Server PC.
Note the following: Q If your Server’s IP address ever changes you must update this setting in order for the TeleVantage workstation applications to connect. If you are using TeleVantage SoftPhone, the Custom List must include the IP addresses of both the TeleVantage Server PC and your Internet telephony board, even if you are using a host-based stack. Separate each IP address with a comma and no space, for example, 127.55.55.55,127.55.55.56. 5. Click OK to close the System Settings dialog box.
Q TeleVantage Server: TVServer.exe. Q TeleVantage Control: TVCntrl.exe. Q File and Printer Sharing: A standard, built-in firewall exception that TeleVantage enables. The ports include TCP139, TCP445, UDP137, and UDP138. Workstation PC firewall exceptions The following firewall exceptions are added to workstation PCs: Q DCOM Resolver: Port TCP135. Q TeleVantage ViewPoint: TVClient.exe. Q TeleVantage Administrator: TVAdmin.exe. Q TeleVantage Advanced Settings Editor: TVSettings.exe.
Upgrading Windows after TeleVantage is installed______________ Important: After performing either of the procedures described in this section, review the rest of the topics in this Appendix to secure your TeleVantage Server or workstation PC.
APPENDIX G APPENDIX G EXTENDING TELEVANTAGE Versatility is what makes TeleVantage so powerful, and that versatility is enhanced even further by the ability to integrate other applications into the TeleVantage Server. You can extend a TeleVantage system in the following ways: Q In-band signaling applications. Software designed to interact with PBX or Centrex systems can be configured to work with TeleVantage, providing custom IVR or call-handling functions (fax back, touch tone data retrieval, and so on).
Extending TeleVantage with off-the-shelf applications___________ Many off-the-shelf applications produced by third-party vendors can be integrated into the TeleVantage Server without any custom programming. These applications are integrated in one of the following ways: Q In-band signaling applications can be configured to work with most Centrex and PBX systems, including TeleVantage.
While any TAPI-compatible application should work with TeleVantage, the contact managers listed in Installing TeleVantage are actively supported. For detailed instructions on how to install the TSP and use it with the supported contact managers, see Installing TeleVantage. If you are writing a TAPI-compatible application, see the online TeleVantage Developer’s Guide (TVSDK.PDF) for a description of the TAPI features that the TSP supports.
Q Send user’s extension number. Send the extension number of the calling user as DTMF digits. Q Send call type and extension number. Send the call type and extension number as DTMF digits. This method is described in detail in the next section. Note: If you choose any setting except the default Do not send digits, all call screening options are disabled for the station.
The possible combinations of DTMF digits that are sent to the device are described in the following table. Type of call Direct call to this extension from an external caller. DTMF digits sent “1” Direct call to this extension from an internal caller at another TeleVantage source extension. “2{source extension}#” Call from an external caller to a different target extension.
Using the previous example again for illustration, the possible DTMF combinations that may be sent to one of the voicemail systems are described in the next table. In all cases, the call is handled by the first available voicemail device in the workgroup voicemail. Type of call DTMF digits sent An external caller calls voicemail directly at extension 300 in order to leave a message for a user.
Using an overhead loudspeaker with TeleVantage _____________ TeleVantage includes a special workaround for sites that place brief paging calls to an overhead loudspeaker system, for example, “Photo department, call on line 2.” Two problems with paging calls are commonly encountered: Q When overhead paging calls are very short, they can appear in the Call Log as Abandoned even if completed successfully.
Q Automatic customer support call handling Q Custom applications that monitor the status of TeleVantage devices Q Custom menus and functions to extend ViewPoint For complete information about the SDK, see TeleVantage Developer’s Guide. Applications that use the TeleVantage SDK can be created by programmers who have experience with a Windows programming platform such as C#, VB .NET, Visual Basic 6, Visual C++, or Delphi.
Q The IVR Plug-in API. Using the IVR Plug-in API, programmers can tightly integrate a custom application with the TeleVantage Server to perform complex call-handling or voice-processing tasks (order entry, customer service, e-mail readers, and so on). The application (called an IVR Plug-in) is a virtual extension on the TeleVantage Server.
The IVR Plug-in API is exposed to your applications through a TeleVantage software component. Sample applications are provided to illustrate how the IVR Plug-in API is used. Q TVIVRLib type library. This software component exposes the IVR Plug-in API so your applications can use it to process calls. The library is contained in tvivr.tlb, which is located in the \Program Files\Common Files\Artisoft\TeleVantage directory when you install the TeleVantage Server or install the TeleVantage SDK.
Telephony toolkits can be used to build applications such as: Q Order entry systems Q Benefits enrollment hotlines Q Real estate fax lines Q voicemail and paging systems Q Product literature fax-on-demand systems Q Movie rating and information lines Q Talking classifieds Q Predictive dialers Q Golf tee reservation systems Q Ski condition hotlines IVR Plug-in licensing and reserved station licenses IVR Plug-ins are licensed at runtime and count against your station licenses.
3. Enter the number of station licenses you want to reserve in Reserve __ station licenses for calls involving IVR Plug-ins. 4. Click OK. Note: If you use Callsuite, additional Callsuite licenses will apply. See Callsuite’s documentation for more information. The Device Status API The Device Status API provides functions that allow an application to monitor the status of all devices (stations and trunks) on a TeleVantage Server.
APPENDIX H APPENDIX H TROUBLESHOOTING VOIP Fine-tuning your Internet span connection ___________________ In the TeleVantage Administrator, the SIP and H.323 Span dialog boxes include a Tuning tab where you can change VoIP resource parameters. Any changes you make take effect after the current call ends. To change a VoIP parameter 1. In the Trunks view, double-click the H.323 or SIP span to open its dialog box, and then click the Tuning tab. 2.
Setting the Layer 3 QoS TOS Octet for higher VoIP quality VoIP traffic on the Internet is flagged with a special byte, called the Layer 3 Quality of Service (QoS) Type of Service (TOS) Octet, that gives it higher priority over other traffic as it is routed to its destination. Not all routers on the Internet recognize the Layer 3 QoS TOS Octet, but those that do (DiffServe routers) prioritize the traffic according to the byte’s value, helping to maintain high quality of service for VoIP traffic.
2. Take the 8-digit binary number and translate it to standard decimal. You can do so using the Windows Calculator (Start > Programs > Accessories > Calculator). Click View > Scientific, click Bin, enter the 8-digit binary number, and click Dec. The number appears in standard decimal format. 3. In the Internet span’s Tuning tab, click the Value column for the Layer 3 QoS TOS Octet parameter, and enter the standard decimal number. 4. Click OK.
I cannot get SIP calls to work. Have you followed the step by step instructions in Chapter 14 of Administering TeleVantage? This chapter contains the majority of the information you need to know in order to get SIP calls to work. Is your Dialogic board configured with a host-based VoIP stack? You can not use SIP with an embedded H.323 stack, so be sure that your IP boards as configured in the DCM are using a host-based VoIP stack.
Troubleshooting problems with SIP devices such as SIP phones and external SIP stations Have you followed the step by step instructions in Chapter 14 of Administering TeleVantage? This chapter contains the majority of the information you need to know in order to get SIP calls to work. My SIP phone or device is not ringing or cannot make calls. Check the TeleVantage Administrator's SIP Registration Bindings view to see if your SIP device is listed.
When I make a call, I get the TeleVantage auto attendant. This usually means that the phone is not being recognized as an external SIP station, and is being handled as an unknown SIP trunk call. First, check to make sure your device is listed in the Registration Binding Table (see “My SIP phone or device is not ringing or cannot make calls.” on page H-5 for more information.
When I am on a call, and I get a 2nd call, my phone’s second line does not ring, I just hear the call waiting beep. At this time, multiple line appearances on SIP stations are not supported. I do not see Caller ID while I am on a call (CIDCW) on my SIP phone. At this time, CIDCW is not supported. I am using a SIP device from a home/remote office (behind a local NAT or router) that is outside of my corporate LAN.
I configured a PSTN gateway or SIP carrier as a SIP Server, and configured a user with DID, but when I call the DID number the call is sent to the TeleVantage auto attendant and not to the DID user. By looking at the TeleVantage Call Log's From field, verify that TeleVantage is displaying calls from the PSTN gateway with PSTN numbers, instead of SIP URI (for example, (sip:6175551212@123.45.67.89).
If you are using a board with its own NIC interface, use the IP address of the board, not of the TeleVantage Server itself. Q Ensure that a supported codec and frame size are in use. Only G.711 is supported with the Uniden IP phone. Other codecs have received limited testing. Make sure the frame size is set to the same value in TeleVantage and the Uniden phone. The Uniden phone defaults to 20 ms frames and TeleVantage defaults to 20ms or 30 ms. Polycom phones support G.711 and G.
APPENDIX I APPENDIX I PROTECTING YOUR PHONE SYSTEM AGAINST TOLL FRAUD CHAPTER CONTENTS About toll fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I-2 Identifying toll fraud . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . I-2 Protecting your system against toll fraud . . . . . . . . . . . . . . . . . . . . I-3 Responding to toll fraud attempts . . . . . . . . . . . . . . . . . . . . . . . . . .
About toll fraud __________________________________________ Businesses using any phone system, not just TeleVantage, are vulnerable to loss of money from unauthorized people “hacking” into their phone system. Hackers make hundreds of outbound long distance or international calls that cost businesses around the world millions of dollars every year. TeleVantage contains several features and options that can protect your system against toll fraud.
Protecting your system against toll fraud_____________________ The following are a variety of ways to secure your phone system. While practicing all of these strategies will keep your phone system very secure, by far the most important strategy is to just improve the security of passwords. Password security The Security tab in System Settings (see “Enforcing strong password security” in Chapter 3 in Administering TeleVantage) gives you several options for making user passwords more secure.
Use the report to determine which users in your system have passwords that make your system vulnerable. If you have implemented the security options described in this section, few users should appear in the list. Those who do might have old passwords that have not yet been changed, either because they have not yet logged in and been forced to change their passwords, or because they are exempt from forced password change. Talk to those users about making their passwords more secure.
The full list of country codes can be found in your phone book. The list is maintained by the ITU (International Telecommunication Union), a division of the United Nations. The ITU web site is http://www.itu.int and the most recently published list of country codes is available at http://www.itu.int/itudoc/itu-t/ob-lists/icc/e212_685.html (this list is valid as of June 2000, and some additional country codes have been assigned since then.
Securing your phone system database Toll fraud typically involves “hacking” over phone lines instead of data hacking. However, the TeleVantage database runs on a Windows server on your network and contains all permission settings and can be hacked at that level. It is always wise to keep your corporate network secure from unauthorized external access. This safeguards your database against tampering by network and computer hackers.
Responding to toll fraud attempts___________________________ If your phone system has been the target of toll fraud attempts, you can do the following: Q Report Caller ID numbers and called numbers of fraudulent calls to your long distance carrier. Sometimes carriers can block certain numbers from calling you. Q Report excessive toll fraud to your local FBI office. Note, however, that the FBI does not usually get involved with toll fraud unless losses are substantial.
APPENDIX J APPENDIX J TELEVANTAGE CONFIGURATION SETTINGS CHAPTER CONTENTS About TeleVantage configuration settings. . . . . . . . . . . . . . . . . . . . J-2 TeleVantage registry settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . J-2 TeleVantage Server language locale settings . . . . . . . . . . . . . . . . J-17 Defining custom tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . J-18 Disabling Dialogic devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
About TeleVantage configuration settings_____________________ This appendix lists the TeleVantage configuration settings that store information that is rarely changed, or that cannot be changed using the Administrator. There are two ways main sources of TeleVantage configuration settings: Q The TeleVantage Advanced Settings Editor. This TeleVantage application allows Administrators to edit settings that are stored in the TeleVantage database.
5. If the registry setting exists, double-click it to edit it. If the registry setting does not exist, right-click the folder where it should go and choose New, then select the type of setting to add (choose DWORD unless this appendix specifies otherwise.) Enter the name of the setting. Then double-click the setting to edit it. 6. Enter the desired value for the registry setting and click OK. 7.
HKLM\Software\Artisoft\TeleVantage\Server\Settings\ 6E23WK DWORD specifying whether, with a queue set to automatically record calls, an incoming call that is transferred out of the queue continues to be recorded. Changes to this registry setting take effect the next time that the TeleVantage Server is started. When set to 1 (the default), recording stops as soon as the call is transferred out of the queue. When set to 0, recording continues after the call is transferred out of the queue.
HKLM\Software\Artisoft\TeleVantage\Server\Settings\ ExpWaitRingCycleLength DWORD value specifying in milliseconds how much time is added to the expected wait time estimate for queues. Note that this time is added to each queue’s calculation. To adjust an individual queue’s expected wait time, see TeleVantage Call Center Administrator’s Guide. Default value is 6000 milliseconds (6 seconds.) LogHours DWORD value specifying the number of hours to log.
HKLM\Software\Artisoft\TeleVantage\Server\Settings\ MonitorLocPBE DWORD value specifying how the ViewPoint status of hot-desking agents (agents logged into another user’s phone) is updated after the agent logs out using the *00 command. When set to 1, the agent’s ViewPoint status changes to on-hook when they log out using the *00 command. When set to 0 (the default), the agent’s ViewPoint status is not updated (it remains off-hook) when they log out using the *00 command. MonitorRestart DWORD value.
HKLM\Software\Artisoft\TeleVantage\Server\Settings\ NumLogs DWORD value specifying the number of TeleVantage Server log files (Tvlogxxx.TXT) kept before they are overwritten. This key interacts with LogHours (see p. J-5) to determine how logs are kept. Each Server log file grows to a maximum of 4MB in size before a new log file is created.
HKLM\Software\Artisoft\TeleVantage\Server\Settings\ UnknownCallerName STRING value specifying the name to display in the call log when the actual caller name is unknown. Default is “Unknown”. UseConferencesForEchoCancellation DWORD value specifying whether or not TeleVantage uses additional echo cancellation and gain control to improve the audio quality of forwarded calls on analog trunks. In particular, this feature can improve audio quality for the D/120-JCT board.
HKLM\Software\Artisoft\TeleVantage\Server\Settings\ VoxHighEventInterval DWORD value specifying the time interval (in milliseconds) for generating the Event log message "No Voice Resource Available." Default is 800000 (15 minutes.) WaitLoopCurrenttimeout DWORD value specifying the number of milliseconds to wait for loop current before dialing an outside number. Set this to zero to skip loop current checks when making outbound calls. Default is 1400 milliseconds.
HKLM\Software\Artisoft\TeleVantage\Server\ EXTBoard\ZipTone Amplitude DWORD value that specifies the amplitude of the call waiting tone for external stations. Default is -32 db. Duration DWORD value that specifies (in hundredths of a second) the duration of the call waiting tone for external stations. Default is 50 (500 milliseconds.) To disable the call waiting tone for external stations, set Duration to 0.
HKCU\Software\Artisoft\TeleVantage\Client\Admin\App LoggedInUserId STRING value indicating the ID of the user who last logged in. Default is “” (empty string) on installation. HKCU\Software\Artisoft\TeleVantage\Client\Layout RedrawMode DWORD value used to control the “flicker” effect in ViewPoint display. The default setting of 1 (Normal) is less CPU-intensive but may result in a flicker. A setting of 2 (Buffered) eliminates the flicker, but performance may suffer. Default is 1 on installation.
HKCU\Software\Artisoft\TeleVantage\Client\Logon Username STRING value specifying the user's TeleVantage login name. Default is “” (empty string.) HKCU\Software\Artisoft\TeleVantage\Client\Call Monitor PersistentSort DWORD value specifying how ViewPoint’s Call Monitor displays newly arriving calls, after the view has been sorted by clicking on a column header. A setting of 1 turns on persistent sorting, so that newly arriving calls appear in the correct place according to the sort order.
HKLM\Software\Artisoft\TeleVantage\Client\SecBridge TracePath STRING value specifying the path at which SecBridge log files are created. Default is Program Files/Common Files/ /Logs OutputToTraceFileOn DWORD value specifying whether tracing should go to a file on disk. Default is 1 (yes) MaxRevisions DWORD value specifying the number of log file revisions. Default is 5. HKLM\Software\Artisoft\TeleVantage\Client\Server Pingtimeout DWORD value specifying the ping timeout duration.
HKLM\Software\Artisoft\TeleVantage\Client\TSP TraceMaxRevisions DWORD value specifying the maximum number of backup log files that will be generated on this machine before the TAPI Service Provider starts overwriting the oldest files. Default is 10 log files. TraceToFile DWORD value specifying whether or not the TAPI Service Provider will log activity for this user to a disk file. Default is 1 (TSP will log.) TraceDirectory STRING value specifying the path to the TAPI Service Provider log file folder.
HKLM\Software\Artisoft\TeleVantage\Client\MultilineTSP HangUpCalls DWORD value specifying whether or not the current user can hang up calls in a TAPI client application that is using the TeleVantage Multi-line TAPI Service Provider.Note that this is a global setting that applies to all Multi-line TAPI Service Provider lines. This setting must be set to 0 for GoldMine users. Default is 1 (client applications can hang up calls using TAPI functions.
HKLM\Software\TFTPD32 TftpLogFile STRING value specifying the location of the Tftpd32 TFTP Server log files, for example: “C\\Program Files\\TeleVantage\\Tftpd32\\TFTP.log” When this key exists, the Tftpd32 TFTP Server writes an entry to the log file each time any of the SIP or H.323 phones listed in Chapter 17 download updates to the phone's firmware and configuration files from the Tftpd32 TFTP Server. This setting will take effect the next time that the Tftpd32 TFTP Server service starts.
TeleVantage Server language locale settings __________________ TeleVantage currently uses the following locale codes: EN00 EN10 ES00 U.S. English U.K. English Latin American Spanish HKLM\Software\Artisoft\TeleVantage\Server\TUI DefaultLocaleCode STRING value specifying the default locale code. Default value is determined during installation.
Defining custom tones ____________________________________ Custom tones can be defined for incoming fax detection and disconnect detection. (Disconnect tone is an issue for analog trunks only. Robbed-bit T1, E1 CAS, and ISDN PRI trunks do not, in general, use an in-band tone to signal a disconnect.) For a detailed discussion of custom disconnect tones, see the TeleVantage Knowledge Base article #1099, “A Practical Guide to Custom Disconnect Tones.
Custom Tone Keys Key Description cadenceon_dev Allowable deviation for “on” time (in 10ms units) cadenceoff Length of time for which the cadence is “off” (in 10ms units) cadenceoff_dev Allowable deviation for “off” time (in 10ms units) leadingedge 1 = tone detection on leading edge, 0 = on trailing edge Example: Defining a disconnect tone The keys in the next table are DWORD values that define the default disconnect tone for TeleVantage.
Disabling Dialogic devices _________________________________ By default, TeleVantage allocates and opens all Dialogic devices that are present on the Server for itself. If you do not want TeleVantage to allocate all of the available devices, use the procedure described later in this section to disable the Dialogic devices. You might need to disable Dialogic devices for any of the following reasons: Q Disable devices to allow non-TeleVantage applications to run on the TeleVantage Server.
4. Set the contents of DisableDevices to a comma-separated list of the device names you are disabling. For example, to disable the third and fourth channels on the first telephony board in a system, set the contents of DisableDevices as follows: DXXXB1C3,DXXXB1C4 To disable all the channels on a board, set DisableDevices to the board name without any channel, for example: DXXXB1 5. Save the changes to the registry. Note: If you add or remove Dialogic boards, you must update the DisableDevices list.
To disable a board’s conference resources 1. Run Regedit. 2. Create the following key (if it does not already exist): HKLM\SOFTWARE\Artisoft\TeleVantage\Server\Settings\DisableDevices 3. Under DisableDevices, create a STRING Value containing the board name whose conference resources you want to disable, using the appropriate format for your board type as listed in the following table.
The table on page J-23 lists the default priorities assigned to each of the boards that provide conference resources. You can change a particular board’s conference priority via the Windows registry. Note: For some boards, conference resources are only available when the boards are configured with certain media loads, as indicated in the table on page J-23; other media loads do not provide conference resources on these boards. To change a board’s conference priority 1. Run Regedit. 2.
3. Create a DWORD Value ConfPriority under the key you created in the previous step (if it does not already exist), and set it to 100 (highest priority), 200 (medium priority), or 300 (lowest priority.) 4. To change the conference priority of additional boards, repeat steps 2-3 for each board. 5. Save the changes to the registry. Dialogic device names Dialogic system software creates standard names for devices and channels within devices.
If you assigned the lower board ID to the D/41JCT-LS board, the devices on the same boards would have the names shown in the following table.
HKLM\Software\Artisoft\TeleVantage\Server\VoiceBoard Key Default Description DXBD_MAXPDOFF 50 Maximum Pulse Digit Off. Maximum time loop current may be off before the existing loop pulse digit is considered invalid and reception is re-initialized. (10ms units.) DXBD_MAXSLOFF 25 Maximum Silence Off. Maximum time for silence being off, during audio pulse detection. (10ms units.) DXBD_MINIPD 25 Minimum Loop Interpulse Detection. Minimum time between loop pulse digits during loop pulse detection.
HKLM\Software\Artisoft\TeleVantage\Server\VoiceBoard Key Default Description DXBD_P_IDD 10 0 Pulse Interdigit Delay. Time between digits in pulse dialing. (10ms units.) DXBD_P_MK 4 Pulse Dial Make. Duration of pulse dial off-hook interval. DXBD_R_EDGE 2 Ring Edge. Detection of ring edge: (10ms units.) 1- Beginning of ring 2 - End of ring DXBD_R_IRD 80 Inter-ring Delay. Maximum time to wait for the next ring (100ms units.) Distinguishes between calls. Set to 1 for T-1.
VoiceBoard channel settings Channel-level settings are controlled by the VoiceBoard Line registry keys, which are located under: HKLM\SOFTWARE\Artisoft\TeleVantage\Server\VoiceBoard\Line where is the Dialogic board number and is the channel number (see “Dialogic device names” on page J-24 for an explanation of board and channel numbering conventions.) ..
..\Server\VoiceBoard\Line DXCH_DTMFTLK DWORD value for DTMF Talk. Sets the minimum time for DTMF to be present during playback to be considered valid. Increasing the value provides more immunity to talkoff/playoff. Set to -1 to disable. Default is 5. DXCH_DTMFDEB DWORD value for DTMF debounce time. Maximum length of time in which DTMF can be absent and then come back on again and still be considered the same DTMF tone. Default is 0. DXCH_MFMODE DWORD value for MF Mode.
..\Server\VoiceBoard\Line DXCH_WINKLEN DWORD value for Wink Length. The duration of a wink in the off-hook state (10ms units.) Default is 15. Robbed Bit T1 Setting The setting IgnoreSpuriousSignals should be activated only in cases where all other efforts to configure Robbed Bit T1 signaling correctly have failed (see “Adding a digital Robbed Bit T1 span” in Chapter 5 in Administering TeleVantage.
\Server\DTIBoard\GlobalCall HandleProgressInd DWORD value specifying whether TeleVantage uses IE-based audio connection on ISDN trunks. Add for each PRI board in your system. When this feature is turned on, audio is connected on IEs of 1 and 8 on PROCEEDING, SETUP_ACK, and ALERTING. When set to 0 (the default), this feature is turned off. Audio connects on all ISDN calls regardless of Progress IEs. When set to 1, this feature is turned on. Audio connects on ISDN calls only with the IEs described above.
Add the following for each PRI board in your system, under: HKLM\SOFTWARE\Artisoft\TeleVantage\Server\DTIBoard1\GlobalCall Q CIDNameOnSetup (DWORD.) Message that contains the calling name field. When set to 0, calling name is delivered in the FACILITY message. When set to 1 (the default), calling name is delivered in the SETUP message. Q CIDNameIE (DWORD.) IE in which the calling name field is delivered. default is 28 (0x1C.) Q CIDNameOffset (DWORD.
\Server\BRIBoard\ISDN HandleProgressID DWORD value specifying whether TeleVantage uses IE-based audio connection on ISDN trunks. Add for each BRI board in your system. When this feature is turned on, audio is connected on IEs of 1 and 8 on PROCEEDING, SETUP_ACK, and ALERTING. When set to 0, (the default), this feature is turned off. Audio connects on all ISDN calls regardless of Progress IEs. When set to 1, this feature is turned on. Audio connects on ISDN calls only with the IEs described above.
HKLM\SOFTWARE\Artisoft\TeleVantage\Server\DTIBoard\GlobalCall\ MakeCall ..\DTIBoard\GlobalCall\MakeCall InternationalPrefix STRING value for your international dialing prefix. For example, InternationalPrefix=“011”. Default is “011”. InternationalType DWORD value used to override the called number call parameter. Default is 1 (INTL_NUMBER.) InternationalPlan DWORD value used to override the calling number call parameter. Default is 1 (ISDN_NUMB_PLAN.
Viewing current values The main window of the program displays a list of all available settings. Q In the User Name drop-down list, select a TeleVantage user. In the Location column, “User” refers to the user specified here. Q Name indicates the path and name of the key. Q Value indicates the current value of this key. You can change the value by double-clicking the item and entering a new value in the Edit Setting dialog box, as described in the next section, “Changing key values.
Changing key values When you double-click on a key listed in the main window, the Edit Setting dialog box opens. Q Name displays the name of the key. Q Value allows you to change the value of the key by typing a new value and clicking OK. Q Default displays the default value. Q Location displays the location of the key. Q Type displays the type of value for this key (Boolean, Long, or String.) Q Description displays a description of the key.
Registry keys on the current computer Call Monitor\Hold Conference Parties DWORD value that specifies whether or not external conference parties may be put on hold. Default value is 1 (true.) A value of 0 would specify that parties may not be put on hold. Database\Connectiontimeout DWORD value that specifies the amount of time (in seconds) to wait before timing out when connecting to the database. Default value is 15 seconds.
System database settings \CallLog\AutoArchiveDelay \CallLog\AutoArchiveDelayInterval DWORD values that enable you to slow down Call Log archiving so that the process consumes less CPU usage. AutoArchiveDelayInterval specifies how often a delay is inserted into the archive process. Enter the number of calls to be archived between each instance of the delay. For example, if set to 10 (the default), the delay will be inserted after every 10 archived calls.
System database settings Server\CPAConnectDelay DWORD value that specifies the delay in milliseconds after call progress analysis returns the connected result before marking an outbound call as connected. Increasing this value may help discriminate between abandoned and connected calls. Default value is 2000 millseconds.
System database settings Server\CCRouteOutbound DWORD value that determines whether or not outbound calls are recognized by call center distribution algorithms. For example, whether “Longest Idle Agent” counts agents’ outbound calls. Default is 0 (off), meaning outbound calls are not recognized by call center distribution algorithms. Can be set to 1 (on) to recognize outbound calls. Server\CheckRecipientCallForSetting DWORD value. Check both callee and recipient “call for” setting.
System database settings Server\DirectCallsUseFaxTarget DWORD value that determines whether incoming faxes on DID calls are diverted to the Send faxes to extension for the trunk. When enabled, faxes are diverted, but all trunks on the span must use the same fax target. When disabled, DID calls are always routed to the user whose DID number is being dialed, even when they are fax calls. Default value is 0 (disabled.) Can be set to 1 (enabled.
System database settings Server\ExternalCallOfferingDelay DWORD value specifying the wait (in milliseconds) before TeleVantage starts call offering on a trunk for routing lists and call forwarding. This setting applies to normal PSTN calls (analog, RB T1, and ISDN.) For IP calls where a positive indication of connection is received, use ExternalCallOfferingDelayConnected. Default is 8000 milliseconds.
System database settings Server\IPVoiceTitleMaxSilence Sometimes voice titles for IP calls are cut off. This is because latency causes extra silence at the start of the call. This setting allows you to change the Maximum duration of silence allowed in milliseconds. Default is 2000 Server\LongIdleTime DWORD value that specifies the minimum duration (in seconds) of a function call or IVR Plug-in before a Windows event is generated. Default value is 21600 seconds.
System database settings Server\MinRingDurationForExternalCallOffering DWORD value that specifies the minimum ring duration (in milliseconds) for external calls using call offering in routing lists. Default value is 12000 milliseconds. Server\MinRingDurationForExternalPadding DWORD value that specifies the extra time (in millseconds) that the system adds to ring durations for external calls in routing lists. Default value is 3000 millseconds.
System database settings Server\PageVoxAllocMaxRetryInterval DWORD value specifying the length of time TeleVantage waits (in milliseconds) to retry taking a phone offhook for a page, after it fails due to lack of voice resources. Default is 2000 milliseconds Server\PageVoxAllocRetries DWORD value specifying the maximum number of attempts to take a phone offhook for a page. Default is 10. Server\ParkHoldRingBackBehavior DWORD value specifying what happens to parked calls that are never unparked.
System database settings Server\RefreshVMWI DWORD value specifying the number of milliseconds to wait before refreshing the CLASS phone message waiting lights. Default is 5000 milliseconds. Server\PresentExtensionBeforeCallerID DWORD value specifying how callback is performed on voice messages that have both an extension and a Caller ID number. This can occur when a user calls in from a remote phone, logs in, presses # and dials an internal number, and leaves a message.
System database settings Server\SendDigitsToStationDelay DWORD value that specifies the delay (in millseconds) before sending digits to a station, for example, DID digits. Default value is 0 milliseconds. Server\TrunkAllocationInterval DWORD value that specifies the amount of time (in milliseconds) that dialing services wait before trying to allocate another trunk. This is only used when a trunk is not responding. If you decrease this value, you also need to decrease WaitLoopCurrenttimeout (see page J-9.
System database settings Server\UseGroupMemberDNDSetting Specifies whether workgroup calls to an Available user with a shared station ring the phone if the phone's other user is in Do Not Disturb (DND) status. If set to Off (the default behavior that matches previous versions), whether or not the phone rings depends on which user is currently logged in to the station. If a user is taking calls and is logged in to the station, the phone rings. If a user is in DND and is logged in, the phone does not ring.
System database settings Total #of shared voice resources # of shared resources that remain free for other purposes 1 2 3 4 5 6 7 8 >8 1 1 2 3 4 4 4 4 50% of total # of shared voice resources Note: This setting overrides VoxLowSharedMinFreePercentage. Default value is -1 (Use system defaults, see table above.) Server\VoxLowSharedMinFreePercentage The minimum percentage of shared voice resources the system leaves for other purposes before allocating a shared voice resource for a low priority task.
System database settings Server\VoxSysCallRecBorrowedMinFreePercentage The minimum percentage of borrowed voice resources the system leaves for other purposes before allocating a borrowed voice resource for System Call Recording. Note: This setting is overridden by VoxSysCallRecBorrowedMinFreeAbsolute unless that setting is -1. Default value is -1 (Equivalent to 100%—don't allocate any borrowed voice resources.
System database settings System\MinClientBuild DWORD value that specifies minimum build version number of ViewPoint that is allowed to log on to the Server. Default value is 0. System\MinDevMonBuild DWORD value that specifies minimum build version number of the Device Monitor that is allowed to log on to the Server. Default value is 0. APPENDIX J.
APPENDIX K APPENDIX K FURTHER READING The following books and websites offer further information about telecommunications and Microsoft Windows telephony architecture: Books on telecommunications Black, Uyless, Voice over IP, 2nd edition. ISBN 0-1306-5204-0 Carr, Joseph, Winder, Steve and Bigelow, Stephen J., Understanding Telephone Electronics, 4th edition. ISBN 0-7506-7175-0 Bodin, Madeline and Dawson, Keith, The Call Center Dictionary, 3rd edition.
Web sites about telecommunications LincMad (telephone area codes and splits) http://www.lincmad.com AT&T fraud education http://www.att.com/fraud North American Numbering Plan administration http://www.nanpa.com Web sites about Windows telephony architecture AnandTech (hardware analysis and news) http://www.anandtech.com PCI-SIG specifications http://www.pcisig.com/specifications Storage Review (hard disk and storage-related performance) http://www.storagereview.
INDEX Symbols *18 phone command H-9 A Aastra SIP phones brands and models tested (table) 5-6 about add-ons 2-2 Administrator 2-4 ADSI phones 5-3 Advanced Settings Editor J-34 analog phones 5-4 Archived Recording Browser 2-6 Automatic Number Identification (ANI) 4-3 Call Center Reporter 2-4 call waiting 4-4 Caller ID inbound 4-3 outbound 4-3 Client API G-9 Contact Manager Assistant 2-6 database server 9-2 Device Monitor 2-3 Device Status API G-12 DID interface unit 4-5 digital phones 5-11 Direct Inward Dial
configuring for Multi-line TAPI Service Provider 14-8 for TAPI Service Provider 11-9 activated licenses about D-1 Add-in API about G-9 add-ons about 2-2 Administrator about 2-4 installing 10-15 PC requirements 3-18 ADSI phones about 5-3 brands and models tested (table) 5-3 Advanced Settings Editor about J-34 analog phones about 5-4 brands and models tested (table) 5-5 analog trunks about 4-5 additional required hardware DID interface unit 4-5 operating behind a PBX 4-5 requirements 4-5 ANI.
Contact Manager Assistant 11-10 GoldMine 11-9 Microsoft Outlook 11-9 Contact Manager Assistant about 2-6 configuring for Multi-line TAPI Service Provider 14-8 for TAPI Service Provider 11-10 installing 11-5 PC requirements 3-19 CounterPath SIP softphones 5-9 custom tones defining for disconnect detection J-18 defining for fax detection J-18 D database server about 9-2 installing 9-3 requirements 3-11 troubleshooting problems B-4 DCOM 98 installing for use with workstation applications 11-3 Device Monitor a
ordering 4-4 requirements 3-22 Enterprise Manager about 2-5 eyeBeam SIP softphone 5-9 F failover support about 2-3 fax detection tones defining J-18 G gateways PSTN/FXO gateways about 6-2 supported PSTN/FXO gateways (table) 6-2 station/FXS gateways (table) 6-3 GoldMine configuring for Multi-line TAPI Service Provider 14-7 for TAPI Service Provider 11-9 H H.
requirements 4-9 carrier requirements 4-9 shared voice resources 4-9 ISDN Two B-Channel Transfer service about 4-4 ordering 4-4 IVR Plug-in API about G-9 IVR Plug-ins developing G-10 licensing G-11 reserving station licenses for G-11 L Layer 3 QoS TOS Octet configuring H-2 licenses about 10-16 entering licenses D-3 hardware locking D-9 trial licenses D-2 activated licenses D-1 activating 10-16, D-3 via Web D-4 activation errors D-6 affect on system behavior D-1 entering 10-16 exporting D-8 importing D-7 in
Automatic Number Identification (ANI) 4-3 call waiting 4-4 Caller ID (inbound) 4-3 Caller ID (outbound) 4-3 Direct Inward Dial (DID) 4-3 hunt groups 4-4 inbound- and outbound-only trunks 4-4 inbound caller identification service 4-3 ISDN Two B-Channel Transfer service 4-4 outbound caller identification service 4-3 ordering services from phone company 4-2 outbound caller identification about 4-3 overhead loudspeaker solving common problems G-7 using G-7 P page and intercom settings J-44 paging system solvin
ZipTone J-9 Server settings 6E23WK J-4 CallWaitingInterval J-9 COMPANY J-3 DbCacheInterval J-4 DefaultLocaleCode J-17 Description J-17 DisableCallHistory J-4 DisableDevices J-4, J-20 DisconnectTone J-18 E1 and T1 J-30 EmptySentItemsFolder J-4 EnableIPLogin J-4 ExpWaitRingCycleLength J-5 IncomingFaxTone J-18 LocaleDLL J-17 LOCKOUTRESETINTERVAL J-3 LockoutResetInterval J-3 LogHours J-5 LogPath J-5 MaxNonSilence J-5 MinDiskFreeSpace J-5 MonitorInterval J-5 MonitorLocPBE J-6 MonitorRestart J-6 Monitortimeout J-
MinTrunkOnhookTime J-28 workstation settings Address J-11, J-14 audio temp file dir J-36 AutoLogon J-11 Call Monitor Hold Conference Parties J-37 Connectiontimeout J-37 Database J-11 FreeSpaceRequired J-12 HangUpCalls J-13, J-15 History J-11 LoggedInUserID J-11 LogPath J-15 MaxRevisions J-13 MaxSelectionBeforeConfirmation J-10 MaxTraceFileSize J-12 OutputToTraceFileOn J-13 PersistentSort J-12 Pingtimeout J-13 RedrawMode J-11 RefreshInterval J-37 Server J-11, J-14 ServerPingInterval J-13 ShowStatusBarServerI
for passwords I-3 logon accounts I-5 monitoring current scams I-6 securing phone system database I-6 SIP stations I-6 user permissions I-4 Server about 2-3 access rights setting 10-24 calculating required disk space 3-6 changing domain 7-5 configuration limits 3-10 configuring e-mail notification 10-25 configuring for use with proxy server 10-24 configuring Microsoft Exchange synchronization 10-26 database configuration requirements 3-12 failover support 2-3 installing 10-2 PC requirements 3-2 physical loc
AutoAttendantInterdigitTimeout J-38 BufferDirCleanupThreshold J-38 CallRecordingBeepFile J-39 CallRecordingBeepInterval J-39 CCRouteOutbound J-40 CheckRecipientCallForSetting J-40 CPAConnectDelay J-39 DefaultGreetingSize J-40 DefaultMailboxSize J-40 Dial911AtDialTone J-40 DirectCallsUseFaxTarget J-40, J-41 DropMonitorsAfterTransferComplete J-41 E911RingDuration J-41 EMailNotifyAddSubmittedTime J-41 EnableIPAddressMatch J-41 ExternalCallOfferingDelay J-42 ExternalCallOfferingDelayConnected J-42 HoldRecallBeh
TAPI Service Provider about 2-5 configuring 11-8 contact management software for use with 11-8 installing 11-8 PC requirements 3-19 TCP/IP networks using 3-12 Tftpd32 TFTP Server about 17-2 configuring 17-6 installing 17-2 third-party devices integrating G-3 toll fraud about I-2 identifying I-2 protecting system against I-3 responding to I-7 Toshiba digital phones (table) 5-13 Troubleshooting specific problems analyzing audio problems with SIP or H.
troubleshooting general SIP problems H-3 troubleshooting problems with SIP devices such as SIP phones and external SIP stations H-5 troubleshooting problems with SIP PSTN gateways or SIP Carriers H-7 Trunk displays ‘Error!’ in the Device Monitor B-7 Valid sa password not accepted when installing MSDE 2000 from Master CD B-5 ViewPoint and Administrator fail to install on Windows 98 SE if DCOM 98 is not previously installed B-9 Web Services Audio folder contains many files using Direct Inward Dial (DID) 4-3
installing 13-5 PC requirements 3-20 setting up secure Web site 13-4 troubleshooting problems B-13 wheel mouse using 3-19 where to get help 1-5 Windows configuring 8-3 creating user 8-3 domain-based network using 3-14 installing 8-2 workgroup-based network using 3-14 Windows Firewall configuring system for F-1 Windows Terminal Services using for remote administration A-5 wiring requirements about 5-13 analog phone requirements 5-13 digital phone requirements 5-13 H.
