IPFX Client Technical

Transcription

Configuration and User Guide
IPFX Client Technical
Product version 5.1 SP1
Published on 19 September 2008
- ii -
Copyright Notice
Copyright © 2008 IPFX Limited (All Rights Reserved)
The software contains proprietary information of IPFX Limited; it is provided under a license agreement
containing restrictions on use and disclosure and is also protected by copyright law. Reverse engineering of the
software is prohibited.
Every effort has been made to ensure the accuracy of the material in this manual at time of publication,
however not all features are supported by all systems and feature enhancements will occur from time to time
changing some of the features that are mentioned in this manual. You may need to refer to your separately
supplied User Guides for further information on the use of the product.
The information and intellectual property contained herein is confidential between IPFX Limited and the client
and remains the exclusive property of IPFX Limited. If you find any problems in the documentation, please
report them to us in writing. IPFX Limited does not warrant that this document is error-free.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by
any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of
IPFX Limited.
Reproduction and use of and title to this documentation is subject to the Terms and Conditions of the relevant
End User License Agreement.
Microsoft Office, Windows, Exchange and MS-DOS are trademarks of the Microsoft Corporation. Cisco is the
trademark of the Cisco Systems. NEC is the trademark of NEC Corporation. IBM and Lotus Notes are
trademarks of the IBM Corporation. Dialogic and Intel are the trademarks of the Intel Corporation. Adobe and
Acrobat are either registered trademarks or trademarks of Adobe Systems Incorporated. AuthorIT is a
trademark of AuthorIT Software Corporation. All other trademarks are the property of their respective owners.
IPFX Limited ABN 85 083 372 696
Postal Address: PO Box 105 079, Auckland Central, New Zealand
Website: http://www.ipfx.com
Sales/Channel Enquiries: [email protected]
New Zealand Help Desk
email : [email protected]
phone: (09) 357 1155
Australia Help Desk
email : [email protected]
phone: 1300 737 367
United Kingdom Help Desk
email: [email protected]
phone: +44 845 609 0171
International Help Desk
email: [email protected]
phone: +61 2 9779 3998
iii
Contents
Copyright Notice
ii
Welcome
1
Typographical Conventions....................................................................................................................................... 1
Getting Help ............................................................................................................................................................ 1
Network Topology
2
IPFX Server - CCM and NEC ..................................................................................................................................... 2
IPFX Server, Standard Server and Client Message Server - CCM and NEC.................................................................... 3
IPFX Director and Client Message Server................................................................................................................... 4
Overview of the IPFX Server and Applications
4
IPFX Services
5
IPFX
IPFX
IPFX
IPFX
Failover Service ............................................................................................................................................... 5
Profile Service.................................................................................................................................................. 6
Scheduler Service ............................................................................................................................................ 6
Service Manager .............................................................................................................................................. 6
IPFX Server Applications
7
Applications and Basic Event handling....................................................................................................................... 7
Message Server ....................................................................................................................................................... 7
Agent Stats Server................................................................................................................................................... 9
Client Message Server.............................................................................................................................................. 9
Data Store ............................................................................................................................................................ 10
Database Server .................................................................................................................................................... 11
Database Monitor .................................................................................................................................................. 11
Failover Filesync .................................................................................................................................................... 11
Failover Remote Server .......................................................................................................................................... 12
IPFX Licensing Server ............................................................................................................................................ 12
IPFX Mobile PBX .................................................................................................................................................... 12
IPFX SMTP Email Server......................................................................................................................................... 13
IPFX System Monitor ............................................................................................................................................. 13
IPFX VM Port......................................................................................................................................................... 14
Networking ........................................................................................................................................................... 14
PBX Cisco Servers.................................................................................................................................................. 15
Other IPFX Servers ................................................................................................................................................ 15
Monitor ................................................................................................................................................................. 16
Mail Manager......................................................................................................................................................... 17
Lotus Email Server................................................................................................................................................. 17
Mail Server Integration .......................................................................................................................................... 17
NEC PMS............................................................................................................................................................... 18
IPFX Server Manager
19
Overview............................................................................................................................................................... 19
Starting and stopping the IPFX Server Manager....................................................................................................... 20
Server Application status........................................................................................................................................ 21
Starting, Stopping and Killing IPFX Server Applications............................................................................................. 22
Adding items to the Server Manager application list ................................................................................................. 24
Modifying IPFX Server Applications ......................................................................................................................... 27
Deleting items from the Server Manager application list ........................................................................................... 30
Opening the Application Control screen................................................................................................................... 30
Accessing Message Server Log Files........................................................................................................................ 31
Working with logs.................................................................................................................................................. 33
IPFX Server Manager Log file...................................................................................................................... 33
Opening log files........................................................................................................................................ 33
Deleting log files ........................................................................................................................................ 34
Changing the Logging Level for an application ............................................................................................. 35
Using the log viewer .................................................................................................................................. 35
Changing the IPFX Server Manager view ................................................................................................................. 37
Viewing Client applications ......................................................................................................................... 37
Viewing File versions.................................................................................................................................. 38
Viewing Licensing information..................................................................................................................... 38
Working with Licensing .......................................................................................................................................... 39
Viewing License Usage ............................................................................................................................... 39
iv
Contents
Viewing Specific Computer's Licenses.......................................................................................................... 40
Updating Licenses...................................................................................................................................... 42
Activating remote support ...................................................................................................................................... 42
Locating your IPFX Server Manager serial number ................................................................................................... 43
Complete Shutdown Procedure
43
Application Dependencies
44
IPFX Director......................................................................................................................................................... 44
IPFX for Call Manager ............................................................................................................................................ 44
IPFX for NEC ......................................................................................................................................................... 44
Complete Startup Procedure
45
Resetting the PABX Interface
45
Stopping Cisco....................................................................................................................................................... 45
Starting Cisco ........................................................................................................................................................ 45
Stopping IPFX Director........................................................................................................................................... 45
Starting IPFX Director ............................................................................................................................................ 45
Stopping IPFX for NEC ........................................................................................................................................... 46
Starting IPFX for NEC............................................................................................................................................. 46
Backing up the IPFX Server
47
Overview............................................................................................................................................................... 47
Configuring the IPFX Backup Utility......................................................................................................................... 47
Settings tab............................................................................................................................................... 47
Paths tab................................................................................................................................................... 49
Schedule tab ............................................................................................................................................. 49
Databases tab ........................................................................................................................................... 54
Performing Backups ............................................................................................................................................... 54
Scheduling Backups ............................................................................................................................................... 56
Restoring the IPFX Server ...................................................................................................................................... 59
Selecting the Backup File(s) to restore ........................................................................................................ 60
Performing a Full Restore ........................................................................................................................... 61
Extracting folders, groups, or files............................................................................................................... 62
Restoring Databases .................................................................................................................................. 64
Working with Profiles ............................................................................................................................................. 65
Creating Profiles ........................................................................................................................................ 66
Contents
IPFX Server Database
v
68
How to Move Data and the MSDE Database from one Server to another Server......................................................... 68
Database Information ............................................................................................................................................ 69
Voicemail Message Storage .................................................................................................................................... 69
IPFX Server Virus Protection
70
Products ............................................................................................................................................................... 70
Configuration ........................................................................................................................................................ 70
File Sharing ........................................................................................................................................................... 70
Continued Virus Checking after installation .............................................................................................................. 70
Antivirus software may disable IPFX for Outlook toolbar........................................................................................... 70
IPFX Server Music on Hold Files
72
IPFX Voice Recordings
73
IPFX Server Minimum Computer Specifications, User Levels and Accessibility
74
UPS (Uninterrupted Power Supply)
77
Security for IPFX Product Suite
78
IPFX Console
79
Installation ............................................................................................................................................................ 79
Pre-Installation Information Required ..................................................................................................................... 79
Installing IPFX Console From CD ............................................................................................................................ 79
Setting up Console for Multiple Users ...................................................................................................................... 85
Application Files..................................................................................................................................................... 88
Main Files .................................................................................................................................................. 88
Supporting Files......................................................................................................................................... 88
Log Files ................................................................................................................................................... 89
IPFX for Outlook
91
Installation ............................................................................................................................................................ 91
Pre-Installation Information Required ..................................................................................................................... 91
Installing IPFX for Outlook ..................................................................................................................................... 91
From CD ................................................................................................................................................... 91
Installation command-line switches............................................................................................................. 96
To activate IPFX for Outlook................................................................................................................................... 99
Application Files....................................................................................................................................................100
Main Files .................................................................................................................................................100
Supporting Files........................................................................................................................................101
Log Files ..................................................................................................................................................102
IPFX for Lotus Notes
103
Installation ...........................................................................................................................................................103
Pre-Installation Information Required ....................................................................................................................103
Installing IPFX for Lotus Notes ..............................................................................................................................103
From CD ..................................................................................................................................................103
Application Files....................................................................................................................................................108
Main Files .................................................................................................................................................108
Supporting Files........................................................................................................................................108
Log Files ..................................................................................................................................................110
Rolling out IPFX MSI clients via Active Directory Group policy
111
Summary .............................................................................................................................................................111
Preparation tasks ......................................................................................................................................111
User Registry Settings
125
IPFX Reports Troubleshooting
126
Settings Editor
128
Summary .............................................................................................................................................................128
Usage ..................................................................................................................................................................128
Description of Toolbar Functions................................................................................................................128
vi
Contents
Configuring DTMF Voice Capture Suppression
131
Daylight Savings Rollover
133
IPFX Test Plans
135
Using Windows Remote Desktop to connect to an IPFX Server
135
Appendices
136
Appendix A: Enabling auto-update add-in..............................................................................................................136
Appendix B...........................................................................................................................................................138
Deliver via a .BAT file ................................................................................................................................138
Appendix C - Citrix Deployment .............................................................................................................................141
Appendix D: Troubleshooting ................................................................................................................................145
Large databases and ProfileUtil..................................................................................................................145
Index
147
Welcome
1
Welcome
The purpose of this document is to provide the user with information on how to use this IPFX product.
Typographical Conventions
Before you start, it is important to understand the terms and typographical conventions used in this document.
For specialised terms used by IPFX, please refer to the Glossary at the end of this document. Formatting styles
in the document identify special information, i.e.
This Format
Means This
Triangular Bullet(¾)
Indicates step-by-step instructions to complete a specific task
Special Bold
Indicates an item you must select such as menu options, command buttons or items
in a list
Emphasis
Is used to emphasize the importance of a point or for variable expressions such as
parameters
KEY (in capitals)
Used to identify the keys on the keyboard i.e. SHIFT, CTRL or ALT
KEY+KEY (both in
capitals)
Used to describe key combinations when a user must press and hold down one key
and then press another, i.e. CTRL+P or ALT+F4
Getting Help
Press F1 within any IPFX screen for online product help.
Log a call with our Helpdesk if you have questions or problems using an IPFX product.
IPFX Limited (previously known as Performance Solutions) ABN 85 083 372 696
Postal Address: PO Box 105 079, Auckland Central, New Zealand
Website: http://www.ipfx.com
Sales/Channel Enquiries: [email protected]
New Zealand Help Desk: e [email protected] p +64 9 357 1155
Australia Help Desk: e [email protected] p +61 2 9779 3998 or 1300 737 367
United Kingdom Help Desk e [email protected] p +61 2 9779 3998
2
Network Topology
Network Topology
IPFX Server - CCM and NEC
This diagram shows a brief overview of an IPFX Server setup:
Note In a standard operating environment, can communicate directly to the client via the Network Hub.
Note 2 In a Citrix/Mainframe Environment, all information sent from the IPFX Server to the Client must pass
via the Citrix/Metaframe Server.
Network Topology
3
IPFX Server, Standard Server and Client Message Server - CCM and
NEC
This diagram shows a brief overview of an IPFX Server, Standard Server and Client Message Server setup:
4
IPFX Director and Client Message Server
This diagram shows a brief overview of an IPFX Director and Client Message Server setup:
An IPFX Server comprises several services (see page 5) which together control a number of individual server
applications (see page 7).
Services and server applications are described in subsequent sections according to the following format:
IPFX Services
Display
Name
The application name that is displayed in the Microsoft Management Console's Service plugin window (for services) or in the IPFX Server Manager window (for server applications).
File Name
The application's executable file. These files are generally located in the IPFX Server's
VMLocal folder.
Code
The internal reference code used for the application. Some log files may refer to
applications by their code instead of their file name.
Log File
The name and format of the log file.
The filenames of most log files are constructed from the date, an underscore, and the
application's code: yyyymmdd_code.log
Exceptions:
y
The main log file omits the code: yyyymmdd.log
y
The hour — in the form hh — is appended to the names of some applications' log files.
y
The Failover Service log file is named after the format: yyyymmddhh_BKS.log
y
The extension number — in the form EEEE — is appended to others.
For example:
The Message Server log for 11 am 1 June 2004: 20040601_ SM11.log
IPFX Services
The following services run under the account specified during installation of the IPFX Server (default:
IPFXAdmin).
IPFX Failover Service
Failover Hot
Summary
When a monitored Primary IPFX Server enters failure status, Failover Service starts
up the IPFX Failover Server and its own IPFX Server applications to take over the
Primary Server's role.
Display Name
IPFX Failover Service
File Name
\VMLocal\FailoverService.exe
Dependencies
<none>
Code
<none>
Log File
\VM\Log\yyyymmddhh_BKS.LOG
Primary
Functions
y
Monitors one or more Primary IPFX Servers via ICMP echo requests.
y
Backs up Primary Server databases in real time and on a daily schedule
y
Starts IPFX Profile service and IPFX Service Manager in order to provide failover
capability if a Primary Server goes offline.
Other Details
The IPFX Failover Service is only present on an IPFX Failover Server.
The IPFX Failover Service is launched automatically when the Failover machine boots,
and can be stopped and started through the Microsoft Management Console's Services
snap-in.
To configure the IPFX Failover Service, run the IPFX Failover Server Manager.
More
information:
See the IPFX Failover User Guide.
5
6
IPFX Services
IPFX Profile Service
Summary
Stores information used by other IPFX applications.
Display Name
IPFX Profile
File Name
\Program Files\Common Files\IPFX\Shared\ProfileService.exe
Dependencies
<none>
Code
<none>
Log File
\VM\Log\yyyymmdd_ProfileUtilServicehh.LOG
Primary Function
IPFX Profile Service stores settings and configuration information written by IPFX
server applications, and provides this information to other IPFX server applications on
request.
IPFX Scheduler Service
Summary
Runs the backup utility for IPFX database tables and voicemail, data and configuration
files
Display Name
IPFX Scheduler Service
File Name
\VMLocal\Scheduler.exe
Dependencies
<none>
Code
Scheduler
Log File
%TEMP%\IPFX\IPFX Backup\yyyymmdd_Scheduler.log
Primary Function
The IPFX Scheduler service periodically calls the PSBackup.exe utility to back up files
and database tables into a compressed archive.
Other Details
IPFX Scheduler is launched automatically when the IPFX Server boots, and can be
stopped and started through the Microsoft Management Console's Services snap-in.
To create and edit backup schedules, run the IPFX Backup Utility application
(\VMLocal\Utils\PSBackup.exe — do not to confuse with the similarly named
BackupUtil.exe).
More
information:
See the IPFX Backup Utility User Guide.
IPFX Service Manager
Summary
The IPFX Service Manager starts and monitors individual IPFX Server applications. It
also restarts dead applications, stops running applications, and provides logging
services.
Display Name
IPFX Service Manager
File Name
\VMLocal\ServiceManager.exe
Dependencies
IPFX Profile
Code
SR
Log File
\VM\Log\yyyymmdd_SRhh.LOG
Primary Function
Monitors, starts, stops and restarts IPFX Server applications
Handles logging for IPFX Server applications
Other Details
IPFX Service Manager is launched automatically when the IPFX Server boots, and can
be stopped and restarted through the Microsoft Management Console's Services snapin.
The graphical interface IPFX Server Manager provides the facility to configure and
control individual IPFX Server applications run by the IPFX Service Manager. To open
IPFX Server Manager, click Start > Programs > IPFX > IPFX Server Manager.
More
Information:
See the IPFX Server Manager Overview section of the IPFX Client Technical
Configuration and User Guide.
Applications and Basic Event handling
Action
Primary Component Responsible
Dial
Datastore Æ PBX Interface
Answer
Hang Up
Transfer
Send Call to VM
Retrieve Call from VM
Drag and Drop a Call
Double Click on a Call
Listen / Monitor VM
Recording a Conversation
Monitor Æ VM Port Æ Datastore Æ PBX Interface
Play VM Message
Monitor Æ VM Port
Note
Note
Note
Note
1
2
3
4
On IPFX for CallManager, the PABX Interface will be PBXCisco.
On IPFX Director, the PABX Interface will be SIPServer.
On IPFX for NEC, the PABX Interface will be Datastore/OAIServer/PhoneServer.
For Call Control to be available on the NEC, OAI must be available.
Message Server
Display Name
Message Server
File Name
MsgServ.exe
Code
SM
Log File
yyyymmdd_SMhh.LOG
Primary
Function
Message Server provides intelligent messaging between server applications, client
applications and other Message Servers in a networked environment.
7
8
Other Details
When Message Server starts, it listens for incoming connection requests on the port
declared in the PSCTI.INI file.
When a Client or Server application starts, it issues a connection request to the listening
port on Message Server. If the incoming request is accepted, the connection is passed
off to another port and a connection accepted message is passed back to the
Client/Server application.
The Client/Server registers itself with Message Server on connection. The registration
information includes the application's computer name and application code.
Client applications will attach their current process ID to the end of their application
code. This makes each instance unique — a necessary property when running in a
terminal Server environment.
These registrations allow Message Server to keep track of each application so that
Message Server can forward messages on to the correct destination party.
The Message Server also registers an interest in devices (for example, extensions) as
and when required, so that it may notify any action on that device.
These interests may take four forms:
y
An interest in telephony events. This is used to inform users of basic hook/off-type
information via the directory.
y
An interest in call events. This is mainly used to provide detailed information about
telephony events on a user's own extension. It includes database lookups that fetch
descriptions to match a CLID (for screen pops etc).
y
An interest in voicemail. This interest enables voicemail counts in the IPFX Live
Desktop sidebar and DSS keys in console to be kept up to date.
y
An interest in queues. This interest enables queue summary details to be provided.
Device interests are registered and unregistered with Message Server as required. In this
way the application only receives the information necessary for the current view, and
extraneous network traffic is avoided.
All Server applications read from the [Network] section of the PSCTI.INI file to establish
what their server name is, and how to connect to it.
Address is the IP address for the IPFX Server or Client Message Server if in use (Note:
Can a DNS name can be used, if desired)
Port is the port on which Message Server listens.
Name is the computer name of the IPFX Server.
All Client applications read the network section from the registry under
HKEY_LOCAL_MACHINE.
Message Server can maintain a maximum of 4096 simultaneous connections. If this
number is exceeded, connections will be dropped. For performance reasons, it is not
recommended that customers exceed 500 - 700 connections to the main message
server, but client message servers will be able to scale to 4096.
Because Message Server is critical to the operation of the IPFX Server, it should never be
shut down unless absolutely required. Please refer to the Complete Startup / Shutdown
Procedure sections of the IPFX Client Technical Configuration and User Guide for the
correct shutdown process.
Summary
Message Server is IPFX's TCP/IP-based communication application.
Agent Stats Server
IPFX Integrator for Excel
Display Name
Agent Stats Server
File Name
\VMLocal\AgentsStatsServer.exe
Code
STATSSVR
Log File
\VM\Log\yyyymmdd_STATSSVRhh.log
Primary
Function
Collects real-time agent statistics for display by IPFX Integrator for Excel.
Client Message Server
File Name
MsgServcli.exe
Code
CLI
Log File
yyyymmdd_SMChh.log
Primary
Function
Client Message Server assists with the distribution of network messages to and from the
main Message Server.
9
10
Other Details
Client Message Server runs as a separate application from the main IPFX Server.
Configuration Notes
Client Message Server uses the settings given in PSCTI.INI [Client Message Server]:
Listen = 100 (the port on which the Client Message Server listens)
Port = 100 (the remote port to which Client Message Server will connect)
Name = IPFX Server (the name of the remote computer to which Client Message Server
will connect)
Address = 10.10.10.10 (the IP Address of the computer to which Client Message Server
will connect)
There are two scenarios in which a Client Message Server may be of benefit:
1. To assist Message Server on sites where slow networks or slow client PCs could
otherwise have a detrimental effect on IPFX Server's performance.
2. In a WAN environment. Instead of the main IPFX Server sending multiple individual
messages across the WAN to each remote client, the IPFX Server can send one
message across the WAN to a remote Client Message Server. The Client Message
server can then distribute that message locally to its clients.
A basic network setup using IPFX Server on a local site and Client Message Server on
the remote site is illustrated below:
Client
WAN
Client
Client
CT Server
Client Message Server
Client
Local Site
This application runs on a separate PC.
Summary
Assists the Message Server.
Data Store
Display Name
Data Store
File Name
Datasto.exe
Code
SS
Log File
yyyymmdd_SShh.LOG
Remote Site
Primary
Functions
11
Datastore is essentially the heart of the voicemail and call centre.
Datastore keeps track of all telephony events on the PABX for reporting purposes and
call control.
Other interested parties are then notified of these events via the registered interests in
Message Server.
Datastore also controls other types of queuing objects, for example e-mail messages and
text chats, and co-ordinates delivery of these to agents alongside the phone calls.
Datastore passes call information back to Database Server on completion of a call, for
logging into the database.
Because Datastore is critical to the operation of the IPFX Server, it should never be shut
down unless absolutely required. Please refer to IPFX Server Start Up / Shut Down
Procedures for the correct shut-down process.
Summary
Datastore keeps track of telephony events, controls and tracks calls, and manages other
types of queuing objects.
Database Server
Display Name
Database Server
File Name
DataServ.exe
Code
SD
Log File
yyyymmdd_SDhh.LOG
Primary
Function
The Database Server is responsible for reading and writing to the databases on behalf of
client and server applications.
On start up Database Server loads the extension and queue configuration information
from the database into Datastore's memory for instant runtime access.
As users update the Config settings, Database Server writes them into the database and
refreshes Datastore with the updated settings.
Summary
The Database Server reads and writes to the database as well as refreshes Datastore
information.
Database Monitor
Display Name
IPFX Database Monitor
File Name
dbcheckserver.exe
Code
db_chk_svr
Log File
20060126_DB_CHK_SVR15.log
Primary
Function
Monitors the system and notifies designated users via e-mail whenever system resources
become low.
Summary
IPFX Database Monitor checks the availability of system resources.
Failover Filesync
Failover Hot
12
Display Name
Failover FileSync
File Name
\VMLocal\FailoverFileSync.exe
Code
FILESYNC
Log File
\VM\Log\yyyymmdd_FILESYNChh.LOG
Primary
Function
Failover FileSync monitors the IPFX Server's \VM directory for new, deleted and
modified files of specific types. The Failover Filesync then propagates these changes to
the Failover Server's corresponding VM directory in real time.
Summary
Updates the IPFX Failover Server when files are changed on the Primary Server.
Failover Remote Server
Failover Hot
Display Name
Failover Remote Server
File Name
Code
BKUP
Log File
<none>
Primary
Function
Displays information about the availability of the IPFX Failover Server.
Summary
Indicates whether the IPFX Failover Server is running.
IPFX Licensing Server
Display Name
IPFX Licensing Sever
File Name
\VMLocal\licenseserver.exe
Code
LIC
Log File
\VMLocal\Log\yyyymmdd_LIChh.LOG
Primary
Function
Client applications send a message to IPFX Licensing Server on start-up, requesting
permission to run.
IPFX Licensing Server keeps track of the number of running clients. When the number of
concurrently running clients exceeds the number of licenses available, further clients are
forbidden from starting up.
Summary
y
Gives client applications permission to run
y
Keeps track of the number of running clients
IPFX Mobile PBX
Mobility
Display Name
Mobile PBX
13
File Name
\VMLocal\mobilepbx.exe
Code
MPBX
Log File
\VM\Log\ddddd_MPBXhh.Log
Primary
Function
IPFX Mobile PBX receives CTI requests from Datastore and forwards them to the devices.
It also receives call state messages from the mobile devices, inserts call transaction
numbers into those call state messages and forwards them to Datastore.
Summary
y
Supervises mobile devices in a mobility-enabled IPFX system.
y
Acts as a translation layer between Datastore (see page 10) and mobile devices.
IPFX SMTP Email Server
Display Name
IPFX SMTP Email Server
File Name
\VMLocal\SMTPEmailsvr.exe
Code
SE
Log File
\VM\Log\yyyymmdd_SEhh.log
Primary Function
IPFX SMTP Email Server receives messages that need to be formatted and sent as email from other IPFX Server applications.
SMTP Email Server uses telnet commands to test that the Mail Server is alive, and the
SMTP protocol to send the message.
Summary
Formats and sends e-mail messages.
IPFX System Monitor
Display Name
IPFX System Monitor
File Name
\VMLocal\dbcheckserver.exe
Code
DB_CHK_SVR
Log File
\VM\Log\yyyymmdd_DB_CHK_SVRhh.log
Primary Function
IPFX System Monitor keeps track of the following system resources on the IPFX Server:
y
Free disk space (hard disks only)
y
Database size
y
Percentage Committed Bytes in Use (The ratio of committed memory to the size of
the page file)
Information about these resources is displayed in the Description column of the IPFX
System Monitor entry in the IPFX Server Manager application.
When the available system resources reach a critical level, IPFX System Monitor sends
an e-mail alert to IPFX support staff and the list of e-mail addresses defined in the
Database Settings screen of IPFX Config Wizard.
Critical system resource levels are defined as any one of the following occurrences:
Summary
y
A hard disk has less than 10% free space remaining
y
The IPFX Server's MSDE database has exceeded 1.8 GB in size
y
Percentage Committed Bytes in Use has exceeded 80%
Monitors system resources
14
IPFX VM Port
Display Name
IPFX VM Port
File Name
The executable depends on the PABX:
Code
y
VMPortIP.exe - Uses a TCP/IP interface to connect via TAPI (for call control) and
RTP (for audio streaming) to the Cisco platform.
y
VMPortSIP.exe - Uses a TCP/IP interface to connect with PABXs using the SIP
protocol (such as IPFX Director).
y
VMPortProtims.exe - Uses a TCP/IP Interface to connect with an NEC PBX using the
PROTIMS
y
VMPortAll (for the master VM Port application)
y
VPnn (where 01
nn
maximum number of VM ports) for individual VM ports
Log File
\VM\Log\yyyymmdd_VMPortAllhh.log
Primary Function
IPFX VM Port is a single server application that handles recording and playing of
messages through all of the IPFX Server's voicemail ports. IPFX VM Port therefore
represents an interface between the IPFX Server and the user.
IPFX VM Port also handles the following features:
y
Auto attendant
y
Call Transfer
y
IVR
y
Message Waiting Indicator
y
Music on Hold in queues (optionally)
y
Try Mobile First
y
Queue announcements
Note: The number of ports that can be used simultaneously is limited to the number
specified in the IPFX Server's license. For example, on a server licensed for four ports,
only four people can be simultaneously listening to or recording voicemail and/or
messages.
Summary
Records and plays audio messages
Note: When invoked without arguments, all Voicemail ports are handled by a single VMPort process. To allocate
Voicemail ports across multiple VMPort processes, invoke the VMPort executable several times with the
arguments <start port> <number of ports>.
For example, the commands:
VMPortSIP.exe 1 4
VMPortSIP.exe 5 4
will create two VMPort processes; the first handling Voicemail ports 1–4, the second handling Voicemail ports 58.
Networking
Display Name
Networking
File Name
NETSERV.EXE
Code
SNET
Log File
yyyymmdd_SNEThh.LOG
Primary Function
Manages and sends messages between networked servers.
PBX Cisco Servers
Display Name
PBX Cisco
File Name
PBXCisco.exe
Code
PBX
Log File
yyyymmdd_pbxhh.log
Primary
Function
PBX Cisco registers an interest in devices (i.e. extensions and CTI Route Points) and
consequently receives events pertaining to those devices from the PABX.
Other interested parties are then notified of these events via the registered interests in
Message Server.
Summary
Registering devices (queues, extensions, CTI Route Points)
Notification of telephony events.
Other IPFX Servers
Display Name
IPFX PBX
File Name
SIPServer.exe
Code
PBX
Log File
yyyymmdd_PBXhh.LOG
Primary Function
Devices register with SIPServer and as a result SIPServer is able to contact those
devices and able to notify interested parties of device events.
Summary
Notification of telephony events.
Display Name
IPFX MOH Server
File Name
MOHServer.exe
Code
MOH
Log File
yyyymmdd_MOHhh.LOG
Primary Function
Streams audio to phones on hold.
Display Name
IPFX UTILITIES
File Name
SIPUTL.exe
Code
SIPUTL
Log File
yyyymmdd_SIPUTILhh.LOG and
yyyymmdd_TFTPhh.LOG
15
16
Primary Function
Responsible for telnet switches and routers, and phone configuration files.
Display Name
IPFX CONFERENCE SERVER
File Name
ConfServer.exe
Code
CONFSERV
Log File
yyyymmdd_CONFSERVhh.LOG
Primary Function
Connects multiple SIP calls together for conference, recording and monitoring calls.
Summary
Needed to support SIP calls with more than 2 parties.
Display Name
IPFX CALL ACCOUNTING SERVER
File Name
CallAccServer.exe
Code
CA
Log File
yyyymmdd_CAhh.LOG
Primary Function
Provides NEC-compatible SMPR output for third-party call accounting packages.
Display Name
IPFX QUEUE SERVER
File Name
QServer.exe
Code
QSERVER
Log File
yyyymmdd_QSERVERhh.LOG
Primary Function
Provides system queues/routes
Display Name
IPFX FEATURE SERVER
File Name
FeatureServer.exe
Code
FEATURESERVER
Log File
yyyymmdd_FEATURESERVERhh.LOG
Primary Function
Provides call pickup, forwarding, park, retrieve and group pickups on phones
Display Name
IPFX PA SERVER
File Name
PAServer.exe
Code
PA Server
Log File
yyyymmdd_PASERVERhh.LOG
Primary Function
Enables the audio stream from the phone to be redirected to the sound card on the
computer, so you can hook the system up to a PA unit.
Monitor
Display Name
VM Monitor
File Name
Monitor.exe
17
Code
SV
Log File
yyyymmdd.log
Primary Function
Monitor keeps track of the status of all Voice Mail ports and handles incoming requests
for Voice Mail port resources. In other words, if a client requires a Voice Mail port to
play a message it is Monitor that decides which port will be used.
Summary
Allocates Voice Mail ports to applications.
Mail Manager
Display Name
VM Mail Manager
File Name
Mailmgr.exe
Code
VM
Log File
Main Log: yyyymmdd.log
Low level log: yyyymmdd_VMhh.log
Primary Function
Creates, deletes and updates voicemail mailboxes.
VM Mail Manager also delivers voicemail messages to individual user inboxes after
these messages have been creates by a Voice Mail Port.
VM Mail Manager then asks the e-mail server to send an e-mail notification of this fact
(if required) and notifies the user of new messages (for example, with a message
waiting light).
VM Mail Manager also handles the process of expiring an extension's presence state
and updating presence settings such as phone forwarding.
Summary
Delivers voicemail messages.
Initiates notification of voicemail messages (e.g. message waiting light or e-mail).
Expires and sets presence states.
Creates, deletes and updates mailboxes.
Lotus Email Server
Display Name
Lotus Email Server
File Name
Notessrv.exe
Code
SEL
Log File
yyyymmdd.log
Primary Function
Lotus Email Server receives messages that need to be formatted and sent as e-mail
from other IPFX Server applications.
Messages are sent using the Lotus Notes API.
Summary
Formats and sends e-mails messages.
Mail Server Integration
Display Name
Mail Server Integration
File Name
psmailsvrex.EXE
18
Code
MSI
Log File
Logs locally to a series of different log files.
Primary Function
Manages and sends messages between networked servers.
NEC PMS
Display Name
NEC PMS
File Name
psmailsvrex.EXE
Code
MSI
Log File
Logs locally to a series of different log files.
Primary Function
IPFX for Hospitality.
IPFX Server Manager
19
IPFX Server Manager
Overview
The IPFX Server Manager enables you to control and monitor individual IPFX Server applications, as well as
view log files and update licensing.
The IPFX Server Manager window consists of a Menubar, a Toolbar, a Server list, a Log viewer and a Filter box.
y
The Server list contains a list of IPFX Server applications currently monitored by IPFX Server Manager.
Right-clicking on an item within the Server list brings up a context menu that allows you to perform some
functions for the selected application.
y
The Menubar enables you to:
y
y
control Applications (Start, Restart, Stop, Kill, etc.).
y
change the View from Server Applications to Client Applications, File Versions, or Licensing Information.
y
perform Licensing-related actions such as view License Usage and Update Licenses.
The Toolbar provides quick access to functions that may also be available in the Menubar and/or the
context menu.
The table below provides an overview of the options available under the Menubar, the Toolbar and the
context menu. Note that some options may or may not be available in all three columns. For example, you can
Start an application(s) from the Menubar, the Toolbar, and the context menu, while the option to Delete an
application from the list is only available from the Menubar (Application > Delete).
Menubar
Toolbar
Context Menu
Application
Start
Start
Restart
Restart
Stop
Stop
Kill
Kill
Insert > Standard
Insert > Standard
Insert > Custom
Insert > Custom
20
IPFX Server Manager
Edit
Edit
Delete
Control...
Control...
Message Server
Logging
Logging
(Delete log file)
Exit
Edit
Select All
Select None
View
Server Applications
Client Applications
File Versions
Licensing Information
Licensing
License Usage
Specific Computer's
Licenses
Update Licenses...
(Refresh list)
Help
Remote Support
About...
Starting and stopping the IPFX Server Manager
Note: IPFX Server Manager can be run from the IPFX Server itself, or from any other PC on the IPFX Server's
network.
¾ To open IPFX Server Manager:
1. Log in to the IPFX Server.
2. Select Start > All Programs > IPFX > IPFX Server Manager.
IPFX Server Manager
21
3. The IPFX Server Manager window appears:
¾ To close IPFX Service Manager:
1. From the menubar, select Application > Exit:
2. The IPFX Server Manager window closes.
Note: Telephony services and applications will continue to run via IPFX Service Manager.
Server Application status
IPFX Server applications normally exist in one of two states:
y
Running: The application has been started and is running normally.
y
Off: The application has been manually stopped, or has not yet been started.
IPFX Server applications can also exist in one of two error states:
y
Suspect: The application has temporarily stopped communicating with IPFX Service Manager. IPFX Service
Manager attempts to restart suspect applications automatically.
y
Dead: The application has stopped communicating with IPFX Service Manager and IPFX Service Manager
cannot restart the application. Dead applications must be killed and restarted manually.
22
IPFX Server Manager
Starting, Stopping and Killing IPFX Server Applications
All applications in the application list are automatically started when the IPFX Service Manager (see page 6)
starts. When you add a new application to the server application list, you may need to start that application
manually.
¾ To start an application:
1. Select the application from the list, then click Application > Start.
Alternative Method 1: Select the application from the list then click
from the toolbar.
Alternative Method 2: Right-click on the application then click Start from the context menu.
2. The application's status changes from Off to Running:
IPFX Server Manager
23
¾ To stop an application:
1. Select the application from the list, then click Application > Stop.
from the toolbar.
Alternative Method 2: Right-click on the selected application then click Stop from the context menu.
2. The application's status changes from Running to Off.
¾ To kill an application:
Note: Sometimes a server application fails and cannot be restarted by IPFX Service Manager. These failed
applications appear with the status Dead in the server application list. To restart a dead application, you must
first kill the application.
1. Select the Dead application then click Application > Kill.
Alternative Method 1: Select the application from the list then click the
from the toolbar.
Alternative Method 2: Right-click on the application then click Kill from the context menu.
2. The server application's state changes from Dead to Off.
24
IPFX Server Manager
Adding items to the Server Manager application list
¾ To add a standard IPFX Server application to the list:
1. Select Application > Insert > Standard:
Alternate Method1: Click
from the toolbar.
Alternate Method2: Right-click on an application then select Insert > Standard from the context menu.
2. The Server Manager warning dialog appears:
Click Yes to continue.
3. The Add Standard Application screen appears:
Select the Standard IPFX Application that you wish to add.
Click Choose to browse to the location of the machine that the application is running on
Enter the Command line arguments for this application. Some IPFX Applications require command line
arguments on startup. For most IPFX Applications, this line should be left blank.
Click OK.
IPFX Server Manager
25
4. The new application appears in the server application list. The application is stopped by default. For
information about starting server applications, see Starting, Stopping and Killing Server Applications.
¾ To add a Custom IPFX Server application to the list:
1. Select Application > Insert > Custom:
Alternate Method1: Click
from the toolbar.
Alternate Method2: Right-click on an application then select Insert > Standard from the context menu.
3. The Insert Custom Application screen appears:
Enter the values in the General page:
y
Unique App ID
y
Description: The name that that you wish to appear in the IPFX Server Manager application list.
y
Filename: Click Browse to select the file. For non-service applications, this is the absolute path to the
server application's executable file. For applications that are Windows services, enter the service name.
26
IPFX Server Manager
Most IPFX server applications are non-service applications.
y
Computer: The IPFX Server's computer name, by which it is visible on the network. Click Browse to
select the machine that the application is running on.
y
Arguments: Enter the command line arguments that the application requires on startup.
4. Click Options.
Select the Logging Level (Critical Only, Informational, Technician, Developer) from the drop-down list.
Note: Applications set to log at the Developer level produce extremely large log file. This logging level must
be used only to diagnose specific problems, and must not be used in a production environment.
Select or clear the following as required:
y
Automatically start this application: Select this option to have the application automatically start
when IPFX Service Manager starts up.
y
This is a Monitor application only: Select this option to add the application to the IPFX Server
Manager application list for monitoring purposes only. You will not be able to control the application
through IPFX Server Manager, but you will be able to observe its status and activity.
y
This application is a service: Select this option if the application runs as a Windows service, for
example the Dialogic driver on the IPFX for NEC platform.
5. Click Dependencies.
Add or Remove the Standard or Custom applications that must be started before this application can be
started.
IPFX Server Manager
27
6. Click Timeouts.
Modify the timeouts for the following as required:
y
Start: The number of seconds that IPFX Service Manager will wait to hear from applications on start-up.
If an application does not communicate with IPFX Service Manager within this time, IPFX Service
Manager sets the application to the Off state. Applications with a long startup time (for example, VM
Ports) should have a relatively longer start value entered here.
y
Restart: The number of seconds that IPFX Service Manager will allow the application to remain in the
suspect state before attempting to restart the application.
y
Heartbeat: If the application fails to communicate with IPFX Service Manager within this period, the
application enters the suspect state.
7. Click OK.
Modifying IPFX Server Applications
¾ To modify an application:
1. Select the application that you want to modify then click Edit...
from the toolbar.
Alternative Method 2: Right-click on the selected application then click Edit from the context menu.
28
IPFX Server Manager
Click Yes to continue.
3. The Edit Custom Application screen appears:
Enter the values in the General page:
y
Unique App ID
y
Description: The name that that you wish to appear in the IPFX Server Manager application list.
y
Filename: Click the browse button to select the file. For non-service applications, this is the absolute
path to the server application's executable file. For applications that are Windows services, enter the
service name. Most IPFX server applications are non-service applications.
y
Computer: The IPFX Server's computer name, by which it is visible on the network. Click the browse
button to select the machine that the application is running on.
y
Arguments: Enter the command line arguments that the application requires on startup.
4. Click Options.
Select the Logging Level (Critical Only, Informational, Technician, Developer) from the drop-down list.
IPFX Server Manager
29
Note: Applications set to log at the Developer level produce extremely large log file. This logging level must
Select or clear the following as required:
y
Automatically start this application: Select this option to have the application start automatically on
start-up of IPFX Service Manager.
y
This is a Monitor application only: Select this option to add the application to the IPFX Server
Manager application list for monitoring purposes only. You will not be able to control the application
through IPFX Server Manager, but you will be able to observe its status and activity.
y
This application is a service: Select this option if the application runs as a Windows service, for
example the Dialogic driver on the IPFX for NEC platform.
5. Click Dependencies.
Add or Remove the Standard or Custom applications that must be started before this application can be
started.
6. Click Timeouts.
Modify the timeouts for the following as required:
y
Start: The number of seconds that IPFX Service Manager will wait to hear from applications on start-up.
If an application does not communicate with IPFX Service Manager within this time, IPFX Service
Manager sets the application to the off state. Applications with a long start-up time (for example, VM
Ports) should have a relatively long start value entered here.
y
Restart: The number of seconds that IPFX Service Manager will allow the application to remain in the
suspect state before attempting to restart the application.
y
Heartbeat: If the application fails to communicate with IPFX Service Manager within this many seconds,
the application enters the suspect state.
30
IPFX Server Manager
7. Click OK.
Deleting items from the Server Manager application list
Deleting an application removes that application from IPFX Server Manager's control. The application will no
longer be monitored, and you will not be able to control the application from IPFX Server Manager. The
application remains on your server's hard disk and may be added back to the IPFX Server Manager's application
list at any time.
¾ To remove an IPFX Server application from the list:
1. Stop the application that you want to remove.
2. Select the application that you want to remove then click Application > Delete.
3. Confirm the operation when prompted.
Opening the Application Control screen
The Application Control screen allows you to individually monitor and control applications. It contains a Log
viewer that shows the activities of the selected application only.
¾ To open the Application Control screen:
1. Select the application that you want to modify then click Control...
Alternative Method: Right-click on the application then click Control... from the context menu.
IPFX Server Manager
31
2. The application Control screen appears:
The screen displays the application's Logging Level, Status, and Last Event Time.
y
Use the buttons to control the application:
To start the application, click
.
To stop the application, click
.
To kill the application, click
To delete the log file, click
y
.
.
Select the Logging Level (Critical Only, Informational, Technician, Developer) from the drop-down
list.
Note: Applications set to log at the Developer level produce extremely large log files. This logging level
must be used only to diagnose specific problems, and must not be used in a production environment.
y
Select or clear Open Log to display or hide the application's activity logs in the Log viewer.
y
Filter the log window (see page 36) as required.
Accessing Message Server Log Files
Message Server provides intelligent messaging between IPFX Server applications, IPFX Client applications and
other Message Servers in a networked environment.
IPFX Server Manager allows you to view and delete Message Server log files, as well as change its Logging
Level.
32
IPFX Server Manager
¾ To view the Message Server log file:
1. Click Application > Message Server > Open Log File...
2. The log file opens in a text editor (for example, Notepad):
3. Close the text editor when done.
¾ To delete the Message Server log file:
1. Click Application > Message Server > Delete Log File.
IPFX Server Manager
33
¾ To change the Logging Level for Message Server:
Click Application > Message Server and select the required Logging Level (Critical Only, Informational,
Technician, Developer) from the context menu:
Note: Applications set to log at the Developer level produce extremely large log files. This logging level must
Working with logs
The log window enables you to view—in real time—informational and error messages as they are written to
server applications' standard log files.
IPFX Server Manager Log file
IPFX Server Manager logs to %TEMP%\IPFX\ServerManager\yyyymmdd_ServerManagerhh.log.
Opening log files
¾ To delete an IPFX Server application's current log file:
1. Select the application from the list then click Application > Logging > Open Log File.
34
IPFX Server Manager
2. The log file opens in a text editor.
3. Close the text editor when done.
Deleting log files
Note: Deleting a log file permanently deletes the application's current log file from the IPFX Server's hard disk.
Earlier log files associated with the selected application remain on the hard disk.
¾ To delete an IPFX Server application's current log file:
1. Select the application from the list then click Application > Logging > Delete Log File.
from the toolbar.
Alternative Method 2: Right-click on the application then click Logging > Delete Log File from the
context menu.
IPFX Server Manager
35
Changing the Logging Level for an application
¾ To change the level of logging for an IPFX Server application:
Select the application from the list, click Application > Logging, and select the required Logging Level
(Critical Only, Informational, Technician, Developer) from the context menu:
Alternate Method2: Right-click on an application, click Logging, and select the required Logging Level
(Critical Only, Informational, Technician, Developer) from the context menu.
Note: Applications set to log at the Developer level produce extremely large log files. This logging level must
Using the log viewer
The log viewer enables you to view—in real time—informational and error messages as they are written to
server applications' standard log files.
Displaying log entries
¾ To show log entries for IPFX server applications:
1.
Select Show Log for the application(s) whose log files you want to see:
36
IPFX Server Manager
2. Log entries for all selected applications appear in the log viewer.
Tip! By default, the entries in the log window appear in reverse chronological order—the most recent entries at
the top. To change the order of the log entries, right-click in the log window and select New lines at bottom.
Filtering the log viewer
Filtering allows you to see only those lines in the log viewer that contain certain text matching the filter. For
example, you can set the log viewer to display only the entries that contain the number "2102" or only the
entries that contain the word "REGISTER".
Note: The log window filter is case sensitive.
¾ To filter the entries in the log viewer:
1. Enter the filter text in the box at the bottom of the log viewer:
2. Select Apply filter.
The log window updates to show only those lines containing the entered text:
¾ To filter using a regular expression:
1. Enter a regular expression in the box at the bottom of the log window.
2. Select Apply filter and Use regular expression.
The log window updates to show only those lines matching the regular expression:
Copying text from the log window
To copy text from the log window to the clipboard:
1. Select the text you want to copy in the log window.
IPFX Server Manager
2. Right-click in the highlighted text and select Copy:
Clearing the log window
¾ To clear the log window:
1. Right-click inside the log window.
2. Select Clear.
3. All entries are removed from the log window.
Note: Clearing the log window does not affect the log files stored on the IPFX Server's hard disk.
Changing the IPFX Server Manager view
By default, the IPFX Server Manager displays Server Applications. You can change the view to the following:
y
Client Applications
y
File Versions
y
Licensing Information
Viewing Client applications
¾ To view Client applications:
1. Click View from the menubar then select Client Applications from the drop-down list.
2. The list of Client applications appear:
Note: To go back to the Server Applications view, click View > Server Applications.
37
38
IPFX Server Manager
Viewing File versions
¾ To view File versions:
1. Click View from the menubar then select File Versions from the drop-down list.
2. A list of applications with their respective version numbers and other details appears:
Viewing Licensing information
¾ To view Licensing information:
1. Click View from the menubar then select Licensing Information from the drop-down list.
2. A list of IPFX products and their respective number of total and remaining licenses appears:
IPFX Server Manager
39
Working with Licensing
With Licensing, you can:
y
View License Usage
y
View Specific Computer's Licenses
y
Update Licenses
Note: License Usage and Specific Computer's Licenses are enabled only while in Licensing Information
view.
Viewing License Usage
License Usage allows you to view a list of computers currently using the selected application.
¾ To check license usage:
2. A list of license types for IPFX products and their respective number of licenses (Total and Remaining)
appears:
3. Select the item in the list then click Licensing > License Usage from the menubar.
40
IPFX Server Manager
4. The Who's using which license screen appears which displays the Computers and Applications that
are currently using the selected License Type.
Select Specific Computer's Licenses from the View Style drop-down list to switch views.
To switch to another License Type, select from the drop-down list.
Viewing Specific Computer's Licenses
Specific Computer's Licenses allows you to view a list of applications currently being used by specific
computers.
¾ To view a specific computer's licenses:
IPFX Server Manager
41
2. A list of license types for IPFX products and their respective number of licenses (Total and Remaining)
appears:
3. Click Licensing > Specific Computer's Licenses from the menubar.
4. The Who's using which license screen appears which displays the License Type(s) currently being used
by the selected Computer.
Select License usage from the View Style drop-down list to switch views.
To switch to another Computer, select from the drop-down list.
42
IPFX Server Manager
Updating Licenses
IPFX Server Manager allows you to update your License without having to run the IPFX Config Wizard.
¾ To update Licenses:
1. Click Licensing from the menubar and select Update Licenses... from the drop-down list.
2. The Update Licenses screen appears:
3. Click the browse button to locate and open the License File.
The Installation Id is automatically populated based on the License File selected.
Enter the Activation Code.
Note: Contact IPFX for the Activation Code.
Click OK.
4. A dialog box appears to confirm that the License has been updated:
Activating remote support
IPFX Remote Support enables an IPFX technician to connect to your computer in order to assist you with any
problems you may be experiencing with IPFX Software.
Caution: While Remote Support is active, IPFX staff are able to view your computer desktop, control your
mouse pointer and make changes to your computer's configuration. This degree of access allows IPFX support
staff to quickly diagnose and solve any problems with your IPFX software. However, IPFX Remote Support may
not be appropriate for certain users or in certain industries. Please consult your manager or network
administrator for your company's policy on accessing IPFX Remote Support.
¾ To activate Remote Support:
Note: Do not activate IPFX Remote Support except on the instruction of an IPFX technician. Unsolicited Remote
Support requests will be ignored.
1. Start IPFX Server Manager.
2. Select Help > Initiate IPFX Remote Support:
3. The following message appears:
4. Select Yes to allow an IPFX Technician to connect to your computer.
5. The IPFX Technician will disconnect from your server after investigating your problem.
Locating your IPFX Server Manager serial number
¾ To locate your IPFX Server Manager serial number:
1. Start IPFX Server Manager.
2. Select Help > About...
3. The IPFX Server Manager About screen appears, showing the Serial number:
If the IPFX Server / Voicemail Server needs to be completely shut down, then the general rule of thumb is to
shut each application from the bottom of the screen first and work towards the top (ending with Message
Server).
Note Ensure you shut down the IPFX Voice Capture Server and IPFX Failover Server first if these are running
on your site.
For the IPFX Director example shown, the shut down order would be as follows:
y
Web Callback
y
VM Ports (all ports can be selected and stopped together)
y
VM Monitor
y
VM Mail Manager
y
Text Chat
y
IPFX Utilities
y
IPFX Queue Server
43
44
y
IPFX PBX
y
IPFX PA Server
y
IPFX MOH Server
y
IPFX Feature Server
y
IPFX Conference Server
y
IPFX Archive
y
Fax Server
y
Email Server
y
Database Server
y
Data Store
y
Networking
y
Message Server
Highlight the application and click on the Stop button.
It may take a few seconds while the application goes through its shut down procedure.
The Status of the Application will now show as 'Closed'.
Continue to close each application in the same order.
Once all applications have been closed, open the Windows Task Manager/Processes and check that all
applications have closed. If not, select the relevant application and click End Task.
Close the IPFX Server and shut down the machine.
Note You must be in Server Application view to shut down applications.
Note 2 Message Server will not shut down by clicking on the Stop button. It must be 'killed' first. This is to
stop accidental shutdown of Message Server.
Note 3 You can shut down applications independently but please check the application dependency listing first.
Note 4 When stopping both the IPFX Server and Cisco Call Manager, please stop all IPFX Server applications
and stop and close the Cisco Call Manager. Start the Cisco Call Manager first and wait until running and calls
can be made between Cisco phones before starting the IPFX Server and applications.
Data Store must be started first / stopped last for the applications listed below:
IPFX Director
y
IPFX PBX
y
Database Server
IPFX for Call Manager
y
PBX Cisco
y
Database Server
IPFX for NEC
y
Phone Server
y
OAI Server
y
Database Server
45
When the Voicemail Server is started after being shut down, IPFX Server will automatically start up and start all
applications in order from the top of the screen down.
For the IPFX Director example shown, the startup order would be the reverse of the shutdown_order shown
earlier.
Note If you want to manually start all applications after a shut down, hold the SHIFT key down as Windows
Starts up. It will ask you for the Administrator password. Enter this and continue to hold the SHIFT key down.
This stops the NT operating system auto starting any applications.
You can then start the IPFX Server by clicking on the Windows Start button and selecting Run…
Enter the command line argument of x:\vmlocal\server.exe nostart
This will start the IPFX Server but not any of the applications associated with it.
The following services should be stopped and started individually strictly in the order listed.
Stopping Cisco
If the TAPI needs to be reset on the Call Manager, then the following applications must be stopped manually in
the following order (see Note 2 - Serial OAI or CISCO):
y
PBX Cisco
y
Database Server
y
Data Store
Starting Cisco
Each Application should be started one at a time in the following order:
y
Data Store
y
Database Server
y
PBX Cisco
Stopping IPFX Director
y
IPFX Utilities
y
IPFX Queue Server
y
IPFX PBX
y
IPFX MOH Server
y
IPFX Feature Server
y
Starting IPFX Director
y
y
IPFX Feature Server
y
IPFX MOH Server
y
IPFX PBX
y
IPFX Queue Server
y
IPFX Utilities
46
Stopping IPFX for NEC
y
Phone Server
y
NEC OAI Server
y
Database Server
y
Data Store
Starting IPFX for NEC
y
Data Store
y
Database Server
y
NEC OAI Server
y
Phone Server
Note For problem solving and troubleshooting, it is best to start/stop each application individually instead of
selecting all applications and starting/stopping at once.
Note 2 If it is a Serial OAI or Cisco site, then OAI Server and Phone Server will not be listed. Continue to close
the applications in the order listed above.
Note 3 If the OAI on the PABX was shut down before IPFX Applications, then stop and kill each application. You
will then need to check in the Task Manager/Processes to ensure all applications have stopped. (This also
applies to a PABX reset).
If the PABX is reset, then you will need to only shut down the OAI Server applications (ie. Phone Server, OAI
Server, Database Server, Data Store). When the PABX has been restarted, you can restart each application.
There is no need to shut the whole IPFX Server down.
Note 4 IPFX Director - Stopping IPFX PBX will prevent any new calls being made until IPFX PBX is restarted.
Any calls in progress will continue.
Note 5 On some NECs, NEC Phone Server and OAI Server may not be present. You will not receive any queue
calls unless you have back up queues configured on the NEC. Calls to Voicemail will ring no answer until OAI
link is restored.
Note 6 Ensure that you restart additional modules such as IPFX Voice Capture Server and IPFX Failover Server.
47
Overview
To perform backups of your IPFX Server, use the IPFX Backup Utility (PSBackup.exe) located in the
\VMLOCAL\Utils folder of your IPFX Server.
The IPFX Backup Utility can back up your IPFX Server database(s), voicemail messages and greetings, and the
various executables required for the server to function. You may choose to back up all of these components, or
any combination of them. Backups are stored as a single, archived backup file.
When restoring from a backup zip file, you must use the same path or location where the backup was
performed. For example, if the backup path was D:\vmlocal\backup, you must specify the same path when
restore is performed.
Note: Archives produced by PSBackup are saved with the .ipfxzip extension. In most cases, the size of an
archive exceeds the size limitation imposed on standard .zip files. PSBackup archives therefore may not be
compatible with WinZip, Windows Explorer or other standard zip utilities. To browse the contents of an .ipfxzip
archive, use the Restore option of PSBackup.
Configuring the IPFX Backup Utility
Note: To save the settings, click on the Apply button from any of the IPFX Backup Utility tabs.
¾ To configure the IPFX Backup Utility:
1. On the IPFX Server, run the file \VMLOCAL\Utils\PSBackup.exe.
2. The IPFX Backup Utility window appears:
Modify the fields in the Settings, Paths, Schedule, and Databases tabs as required.
Settings tab
¾ To configure general backup and restore settings:
1. In IPFX Backup Utility, click on the Settings tab.
Note: Running the file \VMLOCAL\Utils\PSBackup.exe defaults to the Settings tab.
48
2. Modify the fields under the Settings tab as required:
Backup & Restore Settings
y
Backup Destination: The location where the backup file will be saved. Click the browse button to change
the location.
y
Low Water Mark: The minimum amount of disk space required in the backup location before a backup can
be created. If the backup destination volume has less than this amount of free disk space, no backup will be
performed.
y
Keep Old Backups: The number of the concurrent backup zip files to be retained. If this number is
exceeded, the oldest backup file will be deleted.
y
Build Archive in Temporary Folder: Select this option if you wish to build the archive in the temporary
folder.
y
Restore to drive: The drive on which the backup file is to be restored.
Email Options
y
Notification E-mail Address: Notifications of backup success or failure are sent to this e-mail address.
y
Default From Address: The e-mail address that will appear as the sender of the notification e-mail.
y
Mail Server: Select from the drop-down list:
y
Use native SMTP - Use built-in SMTP capabilities. When selected, the SMTP Server field becomes
enabled.
y
Use IPFX Mail Server - This is selected by default and requires licensing.
y
SMTP Server: If Use native SMTP was selected, enter the IP address of the SMTP server for e-mail
messages.
y
Test: Click this button to test the e-mail server settings.
Note: The Email test failed screen appears when a problem with the email server is encountered.
y
E-mail on Backup Success: Select this option if you wish to send an e-mail to the address specified when
backup is successful.
y
49
Email on Backup Failure: Select this option if you wish to send an e-mail to the address specified when
backup fails.
System Settings
y
Temporary Folder: The location of the folder where temporary files will be created during the backup
process. Click the browse button to change the location.
y
VM Folder: The location of the IPFX Server's VM folder (defaults to local installation location). Click the
browse button to change the location.
y
VMLOCAL Folder: The location of the IPFX Server's VMLocal folder (defaults to local installation location).
Click the browse button to change the location.
Paths tab
¾ To set the files and folders to be backed up:
1. In IPFX Backup Utility, click the Paths tab.
2. Modify the fields under this tab as required:
Recommendation1: Remove the path(s) for application/system files from PSBackup configurations prior to
performing a system upgrade.
Recommendation2: Remove $VM$DB*.rpt (if any) from existing PSBackup configuration and add individual
custom reports to the backup selections.
Recommendation3: By default, the $VM$Upload\Extn folder is included in the file/folder selection. Ensure
that this is included in existing PSBackup configurations.
Note: IPFX IVR paths are automatically added to PSBackup file/folder selections, when applicable.
See Also:
Working with Profiles ..........................................................65
Schedule tab
Use the Schedule tab to automatically perform a back up at regular intervals. Scheduled backups are run by the
IPFX Scheduler service.
50
Creating new backup schedules
¾ To create a backup schedule:
1. In IPFX Backup Utility, click the Schedule tab:
2. Click Add... The Scheduled Task window appears:
i.
Select the Profile from the drop-down list.
ii. Choose the interval (Daily, Weekly, Monthly).
Enter the Start Time for the backup.
Specify the backup frequency or days.
Note: The fields for frequency will vary, depending on the interval selected ((Daily, Weekly, Monthly).
For Weekly schedules:
For Monthly schedules:
iii. Click OK.
3. The new schedule appears on the list under the Schedule tab:
4. Click Apply.
5. Click Close.
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52
Note on overlapping schedules: If you create multiple backup schedules, it may occur that one or more
schedules overlap. For example, your Daily backup may overlap with your Monthly or Weekly backups. As
backups cannot run simultaneously, if an earlier backup is still in progress when a later backup is scheduled to
occur, the earlier backup continues and the later one is ignored.
Changing backup schedules
¾ To modify a backup schedule:
1. In IPFX Backup Utility, click the Schedule tab.
Select or highlight the backup schedule then click Modify.
2. The Scheduled Task window appears:
Change the settings as required.
Note: The fields for frequency will vary, depending on the interval selected ((Daily, Weekly, Monthly).
For Weekly schedules:
For Monthly schedules:
Click OK.
Deleting backup schedules
¾ To delete a backup schedule:
1. In IPFX Backup Utility, click the Schedule tab.
Select or highlight the backup schedule then click Delete.
53
54
2. Confirm the operation when prompted:
Databases tab
¾ To select the databases to back up:
1. In IPFX Backup Utility, click the Databases tab to select the databases to back up:
2. Select the catalogues that you wish to back up.
i.
Select Include live CTServer in backup if you wish to backup the current (live) database.
ii. Archive Databases to be backed-up: If available, existing Archive Databases on the server are listed
here. Select the Archive Database(s) that you wish to include in the backup.
iii. Select a Backup Archive option:
Backup current (default): Backs up the current Archive database only.
Backup selected: Backs up the selected Archive database(s) only. You need to select the catalogues
from the list.
Backup all: Backs up all the Archive database(s).
Backup none: No Archive database will be included in the backup archive.
3. If you selected an Archive database, click Test to try to connect to the currently selected Archive database.
Performing Backups
Note: Whenever possible, stop the IPFX Server before performing backups.
¾ To perform a backup:
55
2. The IPFX Backup Utility window appears:
3. Ensure that the IPFX Backup Utility is configured with the correct settings.
4. Click Backup to begin the backup process. While the backup is being created, a progress bar appears:
Note: Once the backup operation has started, the Backup button in the Settings tab changes to Abort. To
stop the backup process while in progress, click the Abort button.
5. When the backup is complete, the IPFX Backup dialog box appears:
Click OK.
56
See Also
Configuring the IPFX Backup Utility .......................................47
Scheduling Backups
You may schedule automatic backups to occur at regular intervals. Scheduled backups are run by the IPFX
Scheduler service.
¾ To create a backup schedule:
2. The IPFX Backup Utility window appears; click on the Schedule tab:
3. Click Add... The Scheduled Task window appears:
i.
Select the Profile from the drop-down list.
57
ii. Choose the interval (Daily, Weekly, Monthly).
Enter the Start Time for the backup.
Specify the backup frequency or days.
Note: The fields for the frequency will vary, depending on the interval selected ((Daily, Weekly, Monthly).
iii. Click OK.
4. The new schedule appears on the list under the Schedule tab:
5. Click Apply, then Close.
Note on Overlapping schedules: If you create multiple backup schedules, one or more schedules may
overlap. For example, your Daily backup may overlap with your Monthly or Weekly backups. As backups cannot
run simultaneously, if an earlier backup is still in progress when a later backup is scheduled to occur, the earlier
backup continues and the later one is ignored.
¾ To modify a backup schedule:
58
Select or highlight the backup schedule then click Modify.
3. The Scheduled Task window appears:
Change the settings as required.
Click OK.
¾ To delete a backup schedule:
59
Select or highlight the backup schedule then click Delete.
3. Confirm the operation when prompted:
See Also:
Working with Profiles ..........................................................65
Restoring the IPFX Server
Please note the following before attempting to restore from a backup:
y
Before restoring a backup to a new machine, ensure that an IPFX Server of the same version as the backup
has been installed on the machine, and that the machine has been rebooted since the IPFX Server
installation. Run the IPFX Config Wizard and ensure that the IPFX Server is running.
y
If data is to be restored from a backup to a machine with a different name, run the IPFX Config Wizard and
change the database settings for the data source from the original machine name to the new machine
name. If the new machine has a different IP address, run the IPFX Config Wizard and change the SIP Server
Address.
y
The path to the backed up files must be the same when restoring the data. For example, if the path used in
the backup was C:\backup, the restoration must use the same path.
60
Selecting the Backup File(s) to restore
¾ To select the backup file to restore:
1. On the IPFX Server, stop IPFX Service Manager from the Microsoft Management Console Snap-in (Start
> Programs > Administrative Tools > Services):
2. Run the file \VMLOCAL\Utils\PSBackup.exe.
3. The IPFX Backup Utility screen appears:
The default Restore to Drive location is C:\. If you want to restore to a different location, enter the
alternate drive in Restore to Drive.
Click Restore...
61
4. The Open file screen appears:
Select the backup file that you wish to restore and click Open.
5. The Browse backup file window appears. Please note that this window may take a significant length of time
to appear when opening large backup files.
Click on any of the following as required:
y
Full Restore: Restores the complete archive.
y
Extract: Restores/extracts the selected a folder, group, or file.
y
Restore DB: Restores the selected Archive database.
Note on Full Restore and Registry Entries: Registry Entries (.reg files) are not imported automatically
as part of the Full Restore function.
Note on Registry Entries: If Registry Entries (.reg files) are present in the Archive, the Import .Reg
button will be available. Select the Registry Entries from the Archive then click on the Import .Reg button
to restore the selected .reg files only. This function imports the settings into the local Registry.
Performing a Full Restore
¾ To perform a Full Restore:
1. Select the backup file (.ipfxzip file) to restore.
2. Click Full Restore.
62
3. The Restore screen appears:
This screen provides information on the total space required to uncompress all files in the Archive, as well
as the available space on the destination drive. You will not be able to perform the restore operation if there
is insufficient space on the destination drive.
Confirm the operation as required.
Note1: When performing a full restore to a drive other than the drive that holds your Program Files folder
(drive C: by default), you may be informed that PSServerReg.exe has not been found, and you will be asked if
you wish to continue. Answer YES to this: when the restore is finished, the PSServerReg.exe file will be in the
correct location. You then need to manually launch PSServerReg.exe to complete the process.
Note2: If the archive is from an IPFX Server whose network identity differs from the current machine, you will
be prompted to resolve this situation:
Choose:
Update Network Settings to assume name of restored Server to enable the IPFX Server for immediate
use. No changes to IPFX clients are required.
Update Database to use current Server Name to enable the IPFX Server for use. Client configuration will
need to be updated.
The Import only option is for IPFX technicians only.
Note3: Similarly, if the restored archive refers to VM and/or VMLocal folders which exist in a different location
on the current machine, you will be prompted to resolve this situation.
Extracting folders, groups, or files
¾ To extract a folder, group, or file:
Note: Follow the procedure below if you do not wish to restore the entire archive.
2. The Browse backup file screen appears. Select the group or folder to extract (for example VMLocal, select
Restore to C:\ for VMLocal).
3. If you wish to restore to a different location, click the Restore to: browse button.
The Browse for Folder screen appears.
Select the desired location then click OK.
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64
4. Click Extract in the Browse backup file screen.
Note1: To restore a single file, select the file in the folder tree, then click Extract. You will not have the
Restore to: option. Single files are restored to the default location.
Note2: File size information is displayed when you select individual files.
5. You will be prompted to confirm the operation. Click Yes to continue.
6. A dialog box will appear when the file or group has been extracted.
Restoring Databases
¾ To restore a database:
65
2. Select the desired catalogue:
Note: File size information is displayed when you select individual database files.
3. Click Restore DB, then confirm the operation when prompted.
Working with Profiles
Profiles are groups of files to be backed up. You can create, modify, rename or delete profiles in the Paths tab.
2. Create a new profile or select the Profile from the drop-down list.
Note: To modify the Profile name, select the profile then click Rename. To delete the profile, select the
66
profile then click Delete.
3. Edit the profile as required:
y
Add File - To browse to the files that you wish to include in the backup.
y
Add Folder - To browse to the folders that you wish to include in the backup.
y
Remove - To delete the selected file or folder from the list.
y
Include Subfolders - Click on a folder from the list, then select this option to include the subfolder(s).
y
File Pattern - Enter the wildcard pattern to specify the files to be included in the backup.
4. Click Cost to get a size estimate of the selected files once compressed into the Archive file. A progress
screen is displayed while the calculating is done, after which the File Cost screen appears with the estimated
values:
Click OK.
See Also:
Creating Profiles ................................................................ 66
Creating Profiles
¾ To create a new profile:
Note: Creating a new profile copies the currently selected profile.
2. Select the profile that you want to duplicate.
Note: If you have not previously created other profiles, select Default from the Profile drop-down list. The
Default profile contains pre-configured locations and files.
3. Click New.
4. The New Profile screen appears:
Enter a name for the new profile then click OK.
5. The new profile appears on the drop-down list and is selected by default:
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68
How to Move Data and the MSDE Database from one Server to
another Server
In case we need to move a voicemail server from one hardware platform to a new server, follow the process
outlined below.
We use the OSQL.EXE program which is a Microsoft utility that comes with MSDE.
Since the MSDE Binn folder is in the path, this command could be run from any place in CMD prompt.
1.
Build new server, install Windows, apply SPs and configure it as per Technical Documentation.
2.
Install and configure Cisco TSP driver or in case of NEC, reinstall Dialogic drivers.
3.
Install same version of IPFX server software as the live server.
Restart the new server.
Run a dummy Config Wizard after the restart.
(please call IPFX for the Access Code)
Stop all IPFX Server applications.
4.
Remove (or delete) the whole VM folder except X:\VM\DB\MSSQL$CTSERVER folder.
5.
Open the DOS (CMD) box.
6.
Logon to the SQL server by typing:
osql -E -S <server_name>\ctserver (-E and -S are case sensitive)
7.
Detach the CTSERVER catalog by issuing the following command within the OSQL tool:
EXEC sp_detach_db 'ctserver'
quit
8.
Go to Control Panel, Services and stop MSSQL$CTSERVER service.
9.
Remove (or delete) the following two files:
X:\VM\DB\MSSQL$CTSERVER\Data\CTSERVER.mdf
X:\VM\DB\MSSQL$CTSERVER\Data\CTSERVER_log.LDF
Note DO NOT remove/delete any of the other files in that folder, i.e. master, model, etc...
10.
Go to the live server and stop all IPFX Server applications and MSSQL$CTSERVER service.
11.
Copy pscti.ini and vmail.ini from live server to the new one
- there could be a few other files to copy if necessary, like psroute.ini,
psdevices.ini
12.
Copy the content of the VM folder apart from X:\VM\DB\MSSQL$CTSERVER folder from the live server
to the new box.
13.
Copy the following two files from the live server to the new box:
X:\VM\DB\MSSQL$CTSERVER\Data\CTSERVER.md
X:\VM\DB\MSSQL$CTSERVER\Data\CTSERVER_log.LDF
14.
On the new box, go to Control Panel, Services and start MSSQL$CTSERVER service.
15.
Open the DOS (CMD) box.
16.
Logon to the SQL server by typing:
osql -E -S <server_name>\ctserver
17.
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Attach the CTSERVER catalog by issuing the following command within the OSQL tool:
EXEC sp_attach_db @dbname = N'ctserver', @filename1 =
N'C:\VM\DB\MSSQL$CTSERVER\Data\CTSERVER.mdf', @filename2 =
N'C:\VM\DB\MSSQL$CTSERVER\Data\CTSERVER_log.LDF'
Note the above command is all in one line, change the C: as necessary
quit
18.
Go to Control Panel, Services and stop and start MSSQL$CTSERVER service.
19.
Start the IPFX Server applications.
Database Information
Please note that we supply the Version 4.X Release with MSDE which is Microsoft's Desktop Database Engine
and it has a 2Gb limit. Although this limit is in place, there is an Auto Archiving process that takes place that is
set to archive records older than 12 months from todays date. These records are moved into a Database with
the logical years named in the file in the Servers SQL Database.
IPFX Limited estimate the MSDE 2Gb limit equates to approximately 10 million calls a year (or 750,000 calls per
month).
Please note that this includes all Call Types and internally transferred calls, eg: Calls, Email Queuing, Fax
Queuing, Callback, Incoming, Outgoing, Queue, Web Callback, Text Chat, etc.
IPFX Limited recommend if a customer's call types as noted above exceed 500,000 per month, then they should
purchase a full Microsoft SQL Server License, as this has no size limit.
If [XYZ Company] requires a full Microsoft SQL Server License, please advise if you would like IPFX to supply
this.
If [XYZ Company] chooses to supply this, please forward the License to IPFX.
Notes if upgrading:
You can either install the full SQL License on the Server prior to running the 4.1 upgrade or you can install
MSDE and then upgrade to full SQL License. The preference is to do a clean install of SQL Server (using an
Instance Name of CT Server for standardisation), then run the 4.1 upgrade. You will then be able to choose the
SQL connection parameters (although the default values should suffice if CTServer is used as the instance
name) using Config Wizard once the install has been completed.
If archived databases are currently in place, these will need to be updated to SQL archive databases in the
correct format by the engineer.
Voicemail Message Storage
The IPFX Software will record all voicemail messages at normal phone rate, which is approximately 11kb's per
seconds. In general, Voicemail Messages are approximately 10 to 30 seconds in length. The maximum
message length set on the IPFX Server is 5 minutes.
Voicemail Messages are stored on the IPFX Server. The IPFX Server has sufficient capacity to handle
approximately 2 million voicemail message, dependant on hard drive size. This calculation is based on a Hard
Drive size of 30GB.
Email Notification with Wav File - A copy of the voicemail message is emailed through to the clients email
account as an attachment. This wave file will be stored on the Exchange Server as per any normal email
attachment until the user deletes the message. At which time the message is removed from the Exchange
Server as well as the IPFX Server.
Email Notification - Form only - This is a notification only, no wave file attachment. The size of this Form
will be approximately 1kb in size and is stored on the Exchange Server as per above.
70
IPFX recommend careful deployment of Virus scanning software on the IPFX Server. The IPFX server,
particularly Voicemail and IVR style functions are 'file intensive', therefore incorrect configuration of Virus
software can cause serious degradation of performance and even failure of the Telephony application.
IPFX must authorise any Anti Virus Software that is to be installed on the IPFX Server prior to installation. If
testing is required to confirm compatibility, a cost may be incurred.
Products
IPFX have tested compatibility with McAfee VirusScan V4.5.1 and V7.1. Other anti-virus software capable of
performing the below configuration requirements can be used, but will not be supported.
Configuration
If Virus scanning software is to be deployed the following precautions and configuration options are
recommended:
1. Scheduled scanning. This is recommended during early morning hours (post 1AM). This can be set up to
scan the whole HDD regardless of file-type. This is easiest method but is not as protective as option 2
2. Real-time scanning. This is better from the protection viewpoint but it requires more configuration in the
exclusions. ALL files can be included but the following exclusions need to be made:
y
WAV/VOX files in the VMLOCAL directory
y
Everything in the VM directory to be excluded except for the updates/upload directory structure (ie
anywhere with EXE,DLL,HTM,OCX etc files)
File Sharing
The IPFX Server 'VM\DB' folder needs to be shared for 'Read Only Access' in order for Reports to be run from
the client software. As a minimum, the "VM\DB" share should be set with read-only Permissions for either
Everyone or a selected Group of users. The security on "VM\DB" folder should be set to full access for the
Administrators group and the SYSTEM account and read-only for either Everyone or a selected Group of users.
Alternatively, if the above poses a security risk or user management issues, we suggest that users install IPFX
Reports on their individual PC's which will install all the necessary reporting files onto their local drive. In order
to run reports make sure that SQL Server's TCPIP port is accessible by users. On some networks a firewall can
block access to SQL port. The SQL listening port can be found on the voicemail server, by going into Regedit on
the following location:
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL
Server\CTSERVER\MSSQLServer\SuperSocketNetLib\Tcp]
"TcpPort"="xxxx"
Continued Virus Checking after installation
IPFX Limited will run an Anti-Virus Scan on the IPFX Server which will produce a log file indicating the IPFX
Server is virus free prior to installation on site to ensure the server is free of any virus before being connected
to [XYZ Company] network. It is the responsibility of [XYZ Company] from this point onward to ensure the
IPFX Server is protected from Virus attack.
It is the responsibility of [XYZ Company] from this point onwards to ensure the IPFX Server is protected from
Virus attack.
The IPFX Server can be checked (through drive mapping) from another PC that is running Anti-Virus Software
at a time that is not critical to voicemail access and delivery. (ie. Autorun at 2.00am)
Antivirus software may disable IPFX for Outlook toolbar
The buttons on the IPFX for Outlook toolbar normally become responsive when the user's password has been
entered and verified. If the toolbar buttons fail to work despite the password having been accepted, the
problem may lie with a corrupted registry entry caused by antivirus software.
¾ To correct the registry entry:
1. Click Start > Run from the Windows Start Menu on the client PC.
2. Type regedit into the box that appears:
3. Click OK.
4. Locate the registry key HKEY_CLASSES_ROOT\CLSID\{0006F03A-0000-0000-C000000000000046}\InprocServer32.
In its broken state, the key has a Default value of C:\Program Files\Common Files\Symantec
Shared\Script Blocking\ScrBlock.dll. Remove this value by right-clicking on the name Default and
selecting Delete from the context menu:
5. The system will automatically restore the correct (unset) value: '(value not set)':
6. The IPFX for Outlook toolbar buttons should now work correctly.
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72
Default Music on Hold files are installed by IPFX. If you wish to use custom Music on Hold files, they must be
provided in the following format:
IPFX Director
PCM, 8KHz, 16 bit Mono, WAV file
IPFX for
CallManager
IPFX for NEC
U-Law, 8KHz, 8 bit Mono, VOX file
Note: IPFX's customers are responsible for arranging licensing and legal requirements of their own custom
Music on Hold files.
Voicemail Greetings, Announcements and Messaging are saved as .WAV Files in the following format - PCM,
8KHz, 16bit, Mono.
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74
IPFX Server Minimum Computer Specifications, User
Levels and Accessibility
Managed Environment Notes
When loading clients on Managed environments (ie. Citrix, SME), the extension number MUST BE LEFT BLANK eg: the PC Extension Number in the H Key Registry MUST BE blank. This will enable users to enter their own
extension number at start up.
Note: If an extension is entered, then [XYZ Company] technical will have to manually change each extension
number in the H Key Registry of each users profile to eliminate the same location being changed for all users.
The Extension Number must be part of the roaming profile if phone is correct with MAC Address - (EN Number
on Analog PABX Platform) IPFX advise that the Extension Details in the Registry have to follow the user profile,
otherwise it will try and resynchronise the mailbox!
Ensure the PCExtn Entry is not populated. For further information on this please refer to the Technical Manual.
The next time the user logs on to the IPFX Client, it will ask for the extension number.
IPFX Clients
IPFX Clients run on a PC with Minimum Computer Specifications met. This software communicates with the
Voice Mail Server via TCP/IP as mentioned earlier.
Please see Minimum Computer Specifications below for further information.
Minimum Computer Specifications
The hardware requirements for Windows XP Professional include:
Pentium 300-megahertz (MHz) processor or faster is recommended.
At least 128 megabytes (MB) of RAM is recommended.
At least 1.5 gigabytes (GB) of available space on the hard disk.
CD-ROM or DVD-ROM drive
Keyboard and a Microsoft Mouse or some other compatible pointing device
Video adapter and monitor with Super VGA (800 x 600) or higher resolution
Sound card
Speakers or headphones
We recommend the following computer specifications when running any IPFX Client:
Pentium 3 or better running at 800Mhz
256MB Ram (512mb or better Preferred)
1.5GB HDD Space
CD ROM or DVD
Com Port (for NEC)
VGA Adaptor capable of 800x600 or better
Please note that additional memory is required if running anything other than our IPFX applications.
Regional Settings
Regional Settings must be set to English Australia or New Zealand for the software to function correctly.
The Time format should be hh:mm:ss
Ensure the 'tt' (am/pm) does not appear in the format.
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Location Settings
Check dialling settings are correct. Under Tools, Dial up Connection, Location Settings - Click on Edit.
Check the Area Code & Country is entered correctly.
If located in Australia, check you have '0' set for an outside line for local and long distance calls.
If located in NZ, check you have '1' set for an outside line for local and long distance calls.
Check you have 'Tone' dialling selected.
Note: Access to the IPFX SQL Database is required in order to run reports. On sites which have an internal
firewall, IPFX Report Users must have a path on port 1433 to access the CTI Server.
Operating System and Software Requirements
It is recommended that the following minimum requirements be in place for all users inclusive of Console users:
Windows XP
Windows 2000, Service Pack 3
Windows NT 4, Service Pack 6
Windows 98 (Second Edition)
Windows ME - most recent service pack.
Outlook 2000 SR1 (if utilising IPFX for Outlook)
Lotus Notes R5 (if utilising IPFX for Lotus Notes)
Exchange Server 5.5 or 2000 (IPFX Documenting Routing requires Exchange 2000)
Windows 2003 Server (if utilizing the IPFX Document Routing Module)
IPFX for Outlook Information
IPFX Server open an SMTP session and poll to see if it is active, we use CDO which sends the message. SMTP
must be available in order to do this.
This SMTP account, allows the voicemail server to send notifications of Voicemail messages to users PC Client.
The Voicemail Server will require its own logon name & ID, this will be used by the server to send the
notification mails to the PC Clients. An exchange account is not critical as we only use the SMTP service.
An email address is required. It needs to be unique and something that is fairly descriptive. ie: voicemail, as
the notifications indicate that the message is from this account.
Additional Information:
Notification mails are stored on the Exchange Server, but the Voicemail is not. The Voicemail is stored on the
Voicemail Server.
The notification is simply an 'VM Form' which activates the phone to dial Voicemail and play the message back.
These notification messages are normally less than 1KB.
Outlook Information
Current Supported Exchange Version = 5.5 or 2000. (Note that Fax or Email Queuing requires Exchange
2000).
Lotus Notes Information
Current Supported Notes Version = 5 and 6. Note that Fax or Email Queuing is not yet supported on Lotus
Notes).
The forms within inotes are both modified versions of the standard memo form - they get named IPM.Note and
IPM.Note.VoiceMail
IPFX replace the site versions of Bookmark.NTF, Pernames.NTF and one or both of inotes5.NTF and mail50.NTF.
76
IPFX Console With Multiple Users
If console is installed on a PC where multiple users will be logging into that PC to use the console, the following
install procedure is required to ensure all users are setup.
Install Console as an Administrator (either a user with Administrator rights or the Administrator) this will save
the Network Settings for all users, however all other settings are stored on a per user basis, therefore each
user wanting to use the console will need to log on, then enter their extension, the Queue number, the Park
Number etc.
This is so that a Windows “User” can use the console. Otherwise when you write setting for all user you need
more windows user rights. Also this way the console display can be configured for each individual console user.
In the instance that you wanted to copy the setting from one windows user to another, you can export the
“HKEY_CURRENT_USER/Software/IPFX” registry hive and then execute the exported .reg file for other users.
This will place all the settings from the one user into another users current user registry. This process copies
all settings down to the DSS Key configuration and the extension number. Note: If IPFX Live Desktop is
installed it's settings would also be replaced by this procedure. Please refer to IPFX Console Installation
procedure.
77
In the event of a power supply failure, the CT Server must be included in the UPS setup at [XYZ Company].
This is to ensure that customers and staff still can utilise the voicemail/auto attendant/ call centre functionality.
78
Network Information
The network card is installed with TCP/IP and NetBEUI protocols. The customer would supply us with an IP
address within their TCP/IP address range when we install the CT Server (Standard, Premier, Advanced
Voicemail Level).
The reason for this is that the IPFX Product Suite (IPFX Clients) talk to the CT Server via TCP/IP. The exception
here would be the reporting which requires a drive mapped to the database directory to run the appropriate
reports. This would be done from one of the IPFX Clients - refer to Report Configuration under Network
Configuration section.
The machine is usually installed in its own Workgroup labelled 'Telephony' and not on the customers domain for
increased security.
Remote Access Maintenance
Modem
The modem is installed for Remote maintenance. RAS is installed on the CT Server, with the restriction to that
PC only. We link using a specific non-routable IP address, with a login to the local machine only.
Note: This MUST be installed on an Exchange Line NOT an extension off the phone system. This will ensure
that if there are any issues with the IPFX system, a separate dial up line can be connected for remote
maintenance.
VPN
For VPN we will require a Client Type and details that allows us to utilise this service.
IPFX Console
79
IPFX Console
Installation
IPFX Console is a simple installation process requiring a Start Up CD and Network Setting information.
When installing IPFX Console, test procedures must be adhered to for both Server and Desktop installations.
For IPFX for Call Manager and IPFX Director platforms - do not have more than one line terminating at an
Operator Console Extension.
Pre-Installation Information Required
CT Server Name:
______________________
CT Server TCP/IP Address:
_____._____._____._____
CT Server TCP/IP Port
______________________
You will be asked for this information in the IPFX Console Installation Process. When installing IPFX Console, it
is recommended that you exit all Windows applications before running the setup.
Installing IPFX Console From CD
Load the IPFX Console CD into the CD-ROM Drive.
Click on the Windows Start Button and select Run.
To use a standard.exe installer - type x:\IPFX Console Install.exe (where x = CD-ROM Drive letter).
To use the MSI package - type x:\IPFX Console.msi
IPFX Console will now install.
80
IPFX Console
The Welcome screen will appear. This will strongly recommend you exit all windows applications if you have not
done so already (ALT+TAB will allow you to leave the installation running and close all your others. Continue to
ALT+TAB until you show the IPFX Console welcome screen again).
Click Next to continue.
In order to install the software, you must read and accept the terms and conditions of the EULA.
If you accept the EULA, check the 'accept' option button and press Next to continue.
IPFX Console
81
The Destination folder screen is displayed.
Select the destination folder you want to install the application to.
Note If installing more than one client to a PC please ensure you use the same path for each client install so
there is only one set of common files. If you do not and you are using FTP Client upgrades, the FTP will
download common files to the last specified path and, if the path is different for each client, only one set will be
updated.
Press Next to continue.
82
IPFX Console
The InstallShield Wizard will ask you to enter the Computer Name, TCP/IP Address and TCP/IP Port of the IPFX
Server (this is usually set to 100). This information must be correct to allow the IPFX Console package to
connect with the IPFX Server.
Click Next to continue. The InstallShield Wizard screen displays:
IPFX Console
Click Install. Setup will now install IPFX Console on the user's PC.
The installation process is now complete. You have successfully installed IPFX Console.
Click Finish.
Refer to the IPFX Console user's guide for further information.
83
84
IPFX Console
IPFX Console
85
Setting up Console for Multiple Users
If IPFX Console is been installed under a Current User Profile, then only that specific user will have access to
Console.
If other staff members need to be able to log onto the PC and use IPFX Console, you will need to set up Console
to run from the Local Machine instead.
¾ To set up Console to run from the Local Machine instead of from the User Profile:
1. Click on Start > Run and enter regedit into the dialog bog that appears:
2. Locate and click on the folder HKEY_LOCAL_MACHINE\Software\Performance Solutions\Settings
86
IPFX Console
3. In the panel on the right, right-click on ProfilesHomeBranch and select Modify from the context menu.
4. Replace the default Value Data field of HKCU with HKLM and click OK:
5. Close the Regedit application.
6. Open the current Console and select Settings > Export from the menu bar:
7.
Click OK in the dialog box that appears:
IPFX Console
87
8. Click on Start > Run and enter %TEMP% into the dialog bog that appears:
9. The current user's Temp folder will open. Right click on the vmail.reg file, and select Edit from the context
menu:
10. Replace all occurrences of CURRENT_USER with LOCAL_MACHINE:
11. Select File > Save from the text editor's menu bar and close the file.
88
IPFX Console
12. Re-import the vmail.reg file into the registry by double clicking on on the file's icon and selecting Yes from
the dialog box that appears:
Application Files
Main Files
X:\Program Files\Performance Solutions\Vision Console
Console.exe - Loader program
Console1.exe - Temp Loader
Console2.exe - Main program
Console.chm - Help file
Index.dat - used if FTP updates are enabled
Supporting Files
X:\Program Files\Performance Solutions\Common Files\System
cNewMenu6.dll
PSChat.dll
PSReport.dll
CTIImageList.ocx
PSConfiguration.chm
Psresource.dll
CTIPhone.ocx
PSConfiguration.dll
PSSecurity.dll
CTISideBar.ocx
Psdirectoryview.ocx
pstcp.dll
CTIsystr.ocx
PsllotusVMPlayer.ocx
PStcpcli.dll
CTIVMplayer.ocx
PSom.dll
PSTxtCht.dll
locationtimerexe.exe
Pspopups.dll
RptServ.exe
Popprov.exe
Psreport.chm
SSubTmr6.dll
PSChart.ocx
Outlook.htm
PSAXHook.exe
locationtimerdll.dll
psdslink.dll
psemailclient.dll
psvideo.dll
Note If the .exe package was used to install, then RegServer\PSserverReg.exe is installed too
X:\Program Files\Performance Solutions\Common Files\System - Reporting
craxdrt9.dll
exlate32.dll
u2dpost.dll
crdb_ado.dll
ExportModeller.dll
u2fcr.dll
crdb_dao.dll
Implode.dll
u2fsepv.dll
crdb_odbc.dll
keycode.dll
u2ftext.dll
crheapalloc.dll
querybuilder.dll
u2fxml.dll
IPFX Console
crqe.dll
sscsdk80.dll
u2l2000.dll
crtowords_en.dll
u252000.dll
u2lcom.dll
crtslv.dll
u25dts.dll
u2ldts.dll
crviewer9.dll
u25samp1.dll
u2lexch.dll
crxf_pdf.dll
U25store.dll
u2lfinra.dll
crxf_rtf.dll
u2dapp.dll
ufmanager.dll
crxf_wordw.dll
u2ddisk.dll
unicows.dll
89
crxf_xls.dll
X:\Program Files\Performance Solutions\Common Files\
display.ico
X:\{Windows System}
ActBar2.ocx
mscomctl.ocx
MSWINSCK.ocx
asycfilt.dll
mscomm32.ocx
oleaut32.dll
atl.dll
msstkprp.dll
olepro32.dll
comcat.dll
Msucr71.dll
PthreadVC.dll
Comctl32.ocx
msvbvm60.dll
RichTx32.ocx
Comdlg32.ocx
msvcirt.dll
SPR32x60.ocx
Ctlist32.ocx
msvcp60.dll
stdole2.tlb
MCI32.ocx
MSVCP71.dll
SYSINFO.ocx
mfc42.dll
msvcrt.dll
sysinfo.ocx
avphone3.ocx
mscomct2.ocx
teechart7.ocx
Log Files
%temp%\Performance Solutions\IPFX Console
yyyymmdd_psom.log
IPFX Object Model Log File
This file reflects what the Object Model is doing. The Object Model brings
together the functionality and messaging of the client application.
yyyymmdd_ldr.log
Loader Log file
This file reflects what is taking place when an FTP update is in process.
yyyymmdd_cxfg.log
PSConfiguration.dll log file
This file logs out information from the IPFX Configuration Client Model.
yyyymmdd_crs.log
Reports log file
This file logs out information from the IPFX Report Model.
The above files are on by default depending on what module is active.
IPFX Live Desktop does not have an individual client log file as do the
other clients.
yyyymmdd_con.log
Main application log file
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IPFX Console
yyyymmdd_popp.log
Pop provider log file.
This file contains logs for (non-call) popups delivered to a queue agent:
Web Text Chat windows, E-mails etc.
%temp%\Performance Solutions\IPFX Popup
yyyymmdd.log
Alert popup log.
This file contains logs for presence change notifications, new call
notifications and queue alarms.
Note Logging can be turned on by going into the General tab of your client's CTI Options and ticking the 'Client
Logging' checkbox or go to the HKEY_LOCAL_MACHINE\Software\Performance Solutions\Settings and add a
String to the [Info] section with a value of: Logging = Yes (this turns on the logging for all clients with IPFX
integration)
IPFX for Outlook
91
IPFX for Outlook
Installation
IPFX for Outlook is a simple installation process requiring a start up CD and Network Setting information.
When installing IPFX for Outlook test procedures must be adhered to for both Server and Desktop installations.
As an Administrator you can log onto the User's PC and load the software. All settings are installed on the PC's
local machine within the registry. When the user logs on to their PC, the software will run Outlook and the addins stored in the local machine. If it is the first time that IPFX has run on this PC, the user will be prompted for
the extension details of their phone. They will also be asked to enable/disable macros for voicemail forms.
This information is then saved to the user's H-Key Current User within the registry.
On previous versions for V4.2 all add-ins were installed in H-Key Current User within the registry, which meant
that software had to be loaded under the user's profile.
CT Server Name:
______________________
_____._____._____._____
______________________
You will be asked for this information in the IPFX for Outlook Installation Process. When installing IPFX for
Outlook, it is recommended that you Exit all Windows applications before running the setup.
Installing IPFX for Outlook
From CD
Load the IPFX for Outlook CD into the CD-ROM Drive.
If you are installing the .exe package Type: x:\IPFX for Outlook Install.exe (where x = CD-ROM Drive letter)
If you want to install the MSI package Type: x:\IPFX for Outlook.msi
IPFX for Outlook will now install.
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IPFX for Outlook
The Welcome screen will appear. This is your last chance to exit all windows applications if you have not done
so already (Alt + Tab will allow you to leave the installation running and close all your others . Continue to ALT
+ TAB until you show the IPFX for Outlook welcome screen again).
If you accept the EULA, select the 'I accept...' option button.
IPFX for Outlook
93
updated.
Click next to continue.
94
IPFX for Outlook
Enter the:
CTSERVER NAME - This is the name of the IPFX Server
TCP/IP Address, - This is the IP Address
TCP/IP Port Number - This is 100 by default and rarely changes.
IPFX for Outlook
95
Click Install to Continue.
Setup will now install IPFX for Outlook on the user's PC.
You may be asked to restart your computer. This is because IPFX for Outlook needs to update critical windows
files that may have been in use during the install.
Click Yes to restart.
The installation process is now complete. You have successfully installed IPFX for Outlook.
96
IPFX for Outlook
Installation command-line switches
General Information
Background
The EXE version of the IPFX for Outlook installation program has a few command line switches which can be
used to customise load and self-upgrade behaviour of the software depending on customers' needs and
circumstances.
IPFX for Outlook is not a standalone application, in other words, it does not run as an EXE application. It is
loaded and run as Outlook add-in. There are two add-ins:
the loader add-in - has function to check server for any upgrades of the software
the application add-in - provides CTI integration within Outlook
To install IPFX for Outlook, use the following syntax:
“IPFX for Outlook Install.exe” -pscu x -psftp y
x - can be 0 or 1
y - can be 0 or 1
The “pscu” switch
It controls whether the two Outlook add-ins are loaded through HKEY_LOCAL_MACHINE or
HKEY_CURRENT_USER registry keys.
-pscu 0 will load the add-ins in HKLM, under
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins
-pscu 1 will load the add-ins in HKCU, under HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\Addins
The default is “0” which means, the add-ins will be loaded through HKLM
The “psftp” switch
It controls whether the self-upgrade function is enabled or not.
-psftp 0 will disable the self-update function
-psftp 1 will enable the self-update function
The default is “1”.
Outlook related Registry entries
Case 1 - Install to HKLM, upgrade enabled
Run either:
"IPFX for Outlook Install.exe"
"IPFX for Outlook Install.exe" -pscu 0 -psftp 1
Registry:
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlook.Connect]
"Description"="IPFX for Outlook"
"FriendlyName"="IPFX for Outlook"
"LoadBehavior"=dword:00000009
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlookUpgrade.clsUpgrade]
"Description"="IPFX for Outlook FTP Upgrade"
"FriendlyName"="IPFX for Outlook FTP Upgrade"
IPFX for Outlook
Case 2 - Install to HKLM, upgrade disabled
Run:
"IPFX for Outlook Install.exe" -psftp 0
Registry:
Case 3 - Install to HKCU, upgrade enabled
Run:
"IPFX for Outlook Install.exe" -pscu 1
Registry:
[HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlook.Connect]
[HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlookUpgrade.clsUpgrade]
Case 4 - Install to HKCU, upgrade disabled
Run:
"IPFX for Outlook Install.exe" -pscu 1 -psftp 0
Registry:
IPFX for Outlook related Registry entries
HKLM registry settings
During the installation, "IPFX for Outlook Install.exe" program will create the following registry entries:
97
98
IPFX for Outlook
[HKEY_LOCAL_MACHINE\SOFTWARE\Performance Solutions\Settings]
"Name"="server_name"
"Address"="xx.xx.xx.xx"
"Port"="100"
"FTPUpgradeEnabled"="YES" or "NO" (depending on whether the upgrade option was enabled or disabled)
- This implies that a PC can point to only one Voicemail server at a time.
- In cases where customer has more than one VM server, each PC needs to be dedicated for a particular VM
server.
HKCU registry settings
When a user starts Outlook for the first time after the installation, IPFX Mail Manager program will prompt a
user for their extension. This goes into user's HKCU registry and becomes part of their user profile:
[HKEY_CURRENT_USER\Software\Performance Solutions\Settings]
"PCExtn"="xxxx"
- If a customer utilises Windows Roaming profiles, this setting will roam with a user
- If a customer does not use Roaming profiles, a user will be prompted for an extension (phone) number first
time they logon to a new PC
When to deploy what
Case 1, deploy when:
- all users on a particular computer will run IPFX for Outlook
- all users have local Admin rights to the file system and Registry (necessary to run and install/upgrade the
software)
- in the case of software upgrade on the server, the first user that logs on to a computer will perform upgrade
of IPFX for Outlook on that PC
- all users on a particular computer will run IPFX for Outlook
- users do not have local Admin rights
- an Administrator needs to install the software
- in case of an upgrade, an Administrator needs to either uninstall the old and install a new version of IPFX for
Outlook or temporarily change Registry settings to allow the auto-upgrade process (see Appendix A).
- not all users on a particular computer use IPFX for Outlook (only users with Outlook add-ins in their HKCU will
run IPFX for Outlook)
- all IPFX for Outlook users have local Admin rights to the file system and Registry (necessary to
install/upgrade the software)
- in the case of software upgrade on the server, the first IPFX for Outlook user that logs on to a computer will
perform upgrade of IPFX for Outlook on that PC
- not all users on a particular computer use IPFX for Outlook (only users with Outlook add-ins in their HKCU will
run IPFX for Outlook)
- users do not have rights to install/upgrade the software
- an Administrator needs to install the software
- in case of an upgrade, an Administrator needs to either uninstall the old and install a new version of IPFX for
Outlook or temporarily change Registry settings to allow the auto-upgrade process (see Appendix A).
IPFX for Outlook
99
Note In all the deployment cases the IPFX for Outlook software needs to be installed only once on each PC not all over again for every user.
Note 2 In the deployment cases 3 and 4, once the IPFX for Outlook is installed, the Outlook add-ins need to be
distributed (deployed) to users that will use the software. See Appendix B for some examples on how to do
that.
To activate IPFX for Outlook
Open Outlook.
As Outlook is starting up, IPFX for Outlook will also load the DLL files, voicemail form and registry settings.
The first time it is run The Enter Extension screen displays.
Enter your extension number.
The customised Voicemail form that is installed with IPFX for Outlook contains macros that must be enabled for
it to function correctly.
The first time IPFX for Outlook runs, a prompt from IPFX for Outlook will advise you that Outlook is about to
warn you to enable the macros.
Click OK.
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IPFX for Outlook
Outlook might then warn you to enable macros for the Voicemail form.
Click Enable Macros.
You will then be prompted for the password for your voicemail box.
Click OK. When completed, IPFX for Outlook will be active.
Note for Outlook 2003 users Use Microsoft Outlook 2003 SP1 to eliminate any issues with form publishing.
For further information, see the IPFX for Outlook Online help (F1).
Application Files
Main Files
x:\Program Files\Performance Solutions\Vision Mail Manager
voicemail.oft
directory.ico
queues.ico
PSOutlookUpgrade1.dll
PSOutlook.dll
PSOutlookUpgrade.dll
PSOutlook.chm
VMMSSwapLoader.exe
Index.dat will be present if FTP upgrades are enabled
IPFX for Outlook
Supporting Files
cNewMenu6.dll
PSChat.dll
PSReport.dll
CTIImageList.ocx
PSConfiguration.chm
Psresource.dll
CTIPhone.ocx
PSConfiguration.dll
PSSecurity.dll
CTISideBar.ocx
Psdirectoryview.ocx
pstcp.dll
CTIsystr.ocx
PStcpcli.dll
CTIVMplayer.ocx
PSom.dll
PSTxtCht.dll
Pspopups.dll
RptServ.exe
Popprov.exe
Psreport.chm
SSubTmr6.dll
PSChart.ocx
Outlook.htm
PSAXHook.exe
psdslink.dll
psemailclient.dll
psvideo.dll
craxdrt9.dll
exlate32.dll
u2dpost.dll
crdb_ado.dll
ExportModeller.dll
u2fcr.dll
crdb_dao.dll
Implode.dll
u2fsepv.dll
crdb_odbc.dll
keycode.dll
u2ftext.dll
crheapalloc.dll
querybuilder.dll
u2fxml.dll
crqe.dll
sscsdk80.dll
u2l2000.dll
crtowords_en.dll
u252000.dll
u2lcom.dll
crtslv.dll
u25dts.dll
u2ldts.dll
crviewer9.dll
u25samp1.dll
u2lexch.dll
crxf_pdf.dll
U25store.dll
u2lfinra.dll
crxf_rtf.dll
u2dapp.dll
ufmanager.dll
crxf_wordw.dll
u2ddisk.dll
unicows.dll
crxf_xls.dll
display.ico
X:\{Windows System}
ActBar2.ocx
mscomctl.ocx
MSWINSCK.ocx
asycfilt.dll
mscomm32.ocx
oleaut32.dll
atl.dll
msstkprp.dll
olepro32.dll
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IPFX for Outlook
comcat.dll
Msucr71.dll
PthreadVC.dll
Comctl32.ocx
msvbvm60.dll
RichTx32.ocx
Comdlg32.ocx
msvcirt.dll
SPR32x60.ocx
Ctlist32.ocx
msvcp60.dll
stdole2.tlb
MCI32.ocx
MSVCP71.dll
SYSINFO.ocx
mfc42.dll
msvcrt.dll
sysinfo.ocx
avphone3.ocx
mscomct2.ocx
teechart7.ocx
Log Files
%temp%\Performance Solutions\IPFX for Outlook
yyyymmdd_psom.log
yyyymmdd_ldr.log
Loader Log file
yyyymmdd_cxfg.log
yyyymmdd_crs.log
Reports log file
other clients.
yyyymmdd_out.log
yyyymmdd_popp.log
Pop provider log file.
This file contains logs for (non-call) popups delivered to a queue agent:
Web Text Chat windows, E-mails etc.
%temp%\Performance Solutions\IPFX Popup
yyyymmdd.log
Alert popup log.
This file contains logs for presence change notifications, new call
notifications and queue alarms.
integration)
103
Installation
IPFX for Lotus Notes is a simple installation process requiring a start up CD and Network Setting information.
Note: When installing IPFX for Lotus Notes, test procedures must be adhered to for both Server and Desktop
installations.
As an Administrator you can log onto the User's PC and load the software. All settings are installed on the PC's
local machine within the registry. When the user logs on to their PC, the software will run Lotus and the addins
which are stored in the local machine. If it is the first time that IPFX has run on this PC, the user will be
prompted for the extension details of their phone. They will also be asked to enable/disable macros for
voicemail forms. This information is then saved to the user's H-Key Current User within the registry.
On previous versions for V4.2 all addin's were installed in H-Key Current User within the registry, which meant
that software had to be loaded under the user's profile.
CT Server Name:
______________________
_____._____._____._____
______________________
You will be asked for this information in the IPFX for Lotus Notes Installation Process.
When installing IPFX for Lotus Notes, it is recommended that you Exit all Windows applications before running
the setup.
Installing IPFX for Lotus Notes
From CD
Load the IPFX for Lotus Notes CD into the CD-ROM Drive.
If you want to install the .exe package Type: x:\IPFX for Lotus Notes Install.exe (where x = CD-ROM Drive letter)
If you want to install the msi version Type: x:\IPFX for Lotus Notes.msi
IPFX for Lotus Notes will now install.
The Welcome screen will appear.
104
It is recommended that you exit all windows applications if you have not done so already (Alt + Tab will allow
you to leave the installation running and close all your others . Continue to Alt + Tab until you show the IPFX
for Lotus Notes welcome screen again).
If you accept the EULA, select the 'I accept...' option button.
105
updated.
Click next to continue.
106
Enter the Computer Name, TCP/IP Address and TCP/IP Port of the IPFX Server.
You will need to enter the following information about your Lotus Notes account:
Path and name of your NOTES.ini file.
Name of your personal address database.
Name of your company address database.
Click Next to Continue.
Click Install to continue.
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108
Setup will now install IPFX for Lotus Notes on the user's PC.
Click Finish.
You may be asked to restart your computer.
This is because IPFX for Lotus Notes needs to update critical windows files that may have been in use during
the install.
The installation process is now complete.
You have successfully installed IPFX for Lotus Notes.
Note Please ensure the template files have been installed as detailed in the IPFX for Lotus Notes Integration
Setup - Modified templates section in the Technical Manual.
Application Files
Main Files
X:\Program Files\Performance Solutions\VisionLotus
PSLotusLoader.exe
PSLotusExe.chm
PSLotusExe.exe
Supporting Files
cNewMenu6.dll
PSChat.dll
PSReport.dll
CTIImageList.ocx
PSConfiguration.chm
Psresource.dll
CTIPhone.ocx
PSConfiguration.dll
PSSecurity.dll
CTISideBar.ocx
Psdirectoryview.ocx
pstcp.dll
CTIsystr.ocx
PStcpcli.dll
CTIVMplayer.ocx
PSom.dll
PSTxtCht.dll
Pspopups.dll
RptServ.exe
Popprov.exe
Psreport.chm
SSubTmr6.dll
PSChart.ocx
Outlook.htm
PSAXHook.exe
psdslink.dll
psemailclient.dll
psvideo.dll
craxdrt9.dll
exlate32.dll
u2dpost.dll
crdb_ado.dll
ExportModeller.dll
u2fcr.dll
crdb_dao.dll
Implode.dll
u2fsepv.dll
crdb_odbc.dll
keycode.dll
u2ftext.dll
crheapalloc.dll
querybuilder.dll
u2fxml.dll
crqe.dll
sscsdk80.dll
u2l2000.dll
crtowords_en.dll
u252000.dll
u2lcom.dll
crtslv.dll
u25dts.dll
u2ldts.dll
crviewer9.dll
u25samp1.dll
u2lexch.dll
crxf_pdf.dll
U25store.dll
u2lfinra.dll
crxf_rtf.dll
u2dapp.dll
ufmanager.dll
crxf_wordw.dll
u2ddisk.dll
unicows.dll
crxf_xls.dll
display.ico
X:\{Windows System}
ActBar2.ocx
mscomctl.ocx
MSWINSCK.ocx
asycfilt.dll
mscomm32.ocx
oleaut32.dll
atl.dll
msstkprp.dll
olepro32.dll
comcat.dll
Msucr71.dll
PthreadVC.dll
Comctl32.ocx
msvbvm60.dll
RichTx32.ocx
Comdlg32.ocx
msvcirt.dll
SPR32x60.ocx
Ctlist32.ocx
msvcp60.dll
stdole2.tlb
MCI32.ocx
MSVCP71.dll
SYSINFO.ocx
mfc42.dll
msvcrt.dll
sysinfo.ocx
avphone3.ocx
mscomct2.ocx
teechart7.ocx
109
110
Log Files
%temp%\Performance Solutions\Vision Lotus
yyyymmdd_psom.log
yyyymmdd_ldr.log
Loader Log file
yyyymmdd_cxfg.log
yyyymmdd_crs.log
Reports log file
other clients.
yyyymmdd_lot.log
yyyymmdd_popp.log
Call Screen log file
yyyymmdd_popup.log
Call Alerts log file
integration)
111
Rolling out IPFX MSI clients via Active Directory Group
policy
Summary
The following procedure explains how to rollout one of the IPFX client MSI packages using an Assigned software
deployment to computers.
Similar procedures can be used for Assigned or a Published method to users (refer to the Group Policy help
files).
We recommend an assigned software deployment to computers, unless there is a specific reason not to do it.
Preparation tasks
1. Create a shared network folder in which to place the MSI version of IPFX client package you want to
distribute.
2. Copy the MSI package to the shared network folder.
Note Right click on the file, go into Properties and make sure it is not flagged as Read-Only.
3. Use ORCA tool (or similar MSI editing tool) to edit the MSI package. When the Orca tool is installed on a
management PC, right click on an MSI package and select “Edit with Orca”
4. Inside Orca, select the required Property table. An example of this screen is shown below.
5. On the right hand side of the above screen, change the following property values as required.
PSCTINETWORKADDRESS
TCP/IP Address of CTServer
PSCTINETWORKNAME
Name of CTServer
PSCTINETWORKPORT
TCP/IP Port usually set to 100
112
An example is shown below:
Special note for IPFX for Lotus Notes (Notes.ini file in non-standard location):
When launched, the IPFX for Lotus Notes MSI searches all local drives (to a depth of 3 subfolders) to locate
the user's Notes.ini file, and stores this location in the Windows registry. In environments where users'
Notes.ini files are located in a deeply-nested folder, or on a network share, you must specify the location of
the Notes.ini file in advance using the property PSLOTUSINI:
i.
Open the IPFX for Lotus.msi file in Orca.
ii. Select the Property table, then select Tables > Add Row:
113
iii. The Add Row dialog appears:
Enter the following fields:
y
Property: PSLOTUSINI
y
Value: <Full path to the Notes.ini file>
Click OK.
i.
Click the Save button.
Note Do not use the “Save As” option.
6. Security Group setup: Open the “Active Directory Users and Computers” tool. Select a container object in
which to create a Security Group, for example, Computers. Right click on the container and create a new
Group object (we can call it a deployment group).
Note We suggest giving a descriptive name to the group that actually refers to the particular version being
installed. (The reason will be explained later, in the software update section).
114
7.
When created, click on the Members tab and add computer objects that the MSI package will be installed
onto, as displayed on the screen below:
8.
115
Open Windows Explorer. Right click on the folder (created in Step1) where the MSI package resides,
Select Properties / Security. Add the above created Group with the following permissions:
This will ensure all the computers have rights to see the installation package.
9. Group Policy setup: In the “Active Directory Users and Computers” management tool, right click on an
Active Directory object that is above all computer object contained in the deployment group created above.
Select Properties/Group Policy.
Note It is important to create a new Group Policy above all computer objects that will be affected by the
policy.
In the following example, a new Group Policy will be created under the Domain object.
116
10. Click on New to create new Group Policy which will be configured to deploy the MSI package. Enter a
descriptive name to the policy, similar to the deployment group name. See the example below.
Click on Edit and select Computer Configuration/Software Settings/ Software Installation.
117
11. Right click and select New, Package. Point to the shared folder created in Step 1 and select the MSI package
to be deployed.
Note You MUST use the UNC path rather than browsing by using the drive letters.
The Deploy Software screen displays. Select the Advanced option.
118
Click OK.
Select the Deployment tab. Select “Uninstall this application when it falls out of the scope of management”
(This is not selected by default!). Later we will see how this option is utilised. Click OK. Click on X to close
the Group Policy window.
The screen below will display. Click on the Properties button.
119
120
12. The screen below will display. Select the Security tab.
Select Authenticated Users entry.
De-select the Apply Group Policy check box.
121
Click on the Add button and add the deployment security group created in Step6.
Ensure the Permissions are set as shown on the screen below.
Click OK and Close the object Property screen.
The Group Policy for MSI package deployment in now set up.
Downloading Group Policy to computers:
You need to wait until the above Group Policy is applied to the computers.
By default, computer Group Policy is updated in the background every 90 minutes, with a random offset of 0
to 30 minutes.
In theory the Group Policy also gets applied to the computers when the system starts after a reboot.
The best practice is to configure Group Policy a night before deployment to make sure it has propagated to
all computers affected by it.
The Group Policy can also be forced to synchronise by typing the following commands on each computer
where software is being deployed:
Windows 2000 computers, open CMD prompt and type:
secedit /refreshpolicy machine_policy /enforce
Windows XP computers, open CMD prompt and type:
gpupdate /Target:Computer /Force
In the case of Windows 2000, there are no visible signs that anything happened during this forced refresh.
(There could be some information in the Event Viewer). Restart the computer.
In case of Windows XP, if forcing the refresh, was successful, a message will display saying that the Group
Policy requires a computer reboot in order to be applied.
MSI package installation process:
122
During the start up process, before the logging screen displays, a message should appear “Applying security
settings” followed by “Installing managed software IPFX ………”.
This should take up to a minute, depending on a computer speed. After the software is installed, the logon
screen displays.
Log in and go into Control Panel.
Make sure the software is listed there.
The IPFX client software will now be installed on a computer and it will be available for any user who logs
into the computer.
All common registry keys will be in HKLM.
They will be installed during the software installation phase.
None of the user specific settings get installed during the installation.
They are created when users log in and run the software for the first time.
All user specific settings are kept in HKCU registry key.
How to uninstall the software from a computer:
13. Open the “Active Directory Users and Computers”. Select the deployment security Group.
Select the computer you wish to remove software from. Click the Remove button.
Note You are basically taking advantage of the Group Policy settings when we turned on the “Uninstall this
application when it falls out of the scope of management” option (see Step 11).
Click OK.
When the Group Policy settings are updated on the computer (see the “Downloading Group Policy to
computers” section),
Restart the computer and before the logging screen comes up, there should be a message “Applying
security settings” followed by “Removing managed software IPFX ………”.
123
How to update the software to a new version:
14. Create a new deployment security Group, use a similar name as in Step 6, but one that reflect the software
version being installed:
15. Add all the computer objects that will have the new software installed as in Step 7.
124
16. Create a new Group Policy, as explained in Step10, use a different name, appropriate to the version being
installed:
Follow all the other steps as explained in the “Group Policy setup” section.
Remove the old software from computers using the method explained in Step 13. When the Group Policy is
applied to the computers and they are restarted, the software removal will take precedence before a new
software installation. Then, the old software will be removed and the new software installed in one step. No
user specific settings will be lost during this process. After a few days, once all computers have been upgraded
to a new version, the old security Group and the old Group Policy can be deleted from Active directory.
125
Warning This information is stored in the Registry. If you are not familiar with the Registry then do not
attempt to change any of these settings.
The Windows Registry is a database which contains software settings.
The HKEY_LOCAL_MACHINE settings are applied to all users of a specific machine:
HKEY_LOCAL_MACHINE\Software\Performance Solutions\Settings
Address TCP IP Address of IPFX Server
Port
TCP IP Port of IPFX Server
Name
Computer Name of IPFX Server
Common Files Location of IPFX Common Files Directory, normally:
C:\Program Files\Performance Solutions\Common Files\System
The HKEY_CURRENT_USER settings are applied to an individual User Login on a specific machine:
HKEY_CURRENT_USER\Software\Performance Solutions\Settings
PC Extension Telephone Extension number of User
Note There are several other sections under the HKEY_CURRENT_USER. These relate to runtime settings (e.g.
column widths). These should not need to be changed.
126
Symptom: Supervisors or Administrators are unable to generate reports when \\IPFXServer\vm\db is entered
into the Report Directory field
This problem can occur when the user's PC is unable to resolve the name of the IPFX Server (where call
statistics are stored). The problem can be solved by adding an appropriate record for the IPFX Server to the
organisation's DNS server, or by using the Settings Editor to replace the IPFX Server's name with its IP address
in the DB_AUDITTRAIL's DataStore key.
1. Confirm that DNS is failing to resolve the IPFX Server name.
2. The organisation's network administrator will need to add the IPFX Server name (for example IPFXServer)
to their local DNS Server on the company’s domain.
This will allow Supervisors to run their reports without having to change their Report Directory.
3. If it is not possible to modify the DNS Server's entries, the IPFX Settings editor can be used to hard-code
the IPFX Server's IP address.
From the IPFX Server's desktop, select Start > Run.
4. Enter C:\VMLocal\Utils\SettingsEditor.exe into box that appears and click OK:
5. In Settings Editor window, browse to the PSCTI.INI folder and click on the DB_AUDITTRAIL section:
127
6. Right-click on the key DataSource in the right-side panel and select Edit from the context menu:
7. Edit the key's value, replacing the name of the IPFX Server with its IP address:
8. Click OK.
Supervisors will now be able to run reports by using the IP address of the IPFX Server in their Report Directory
field: for example, \\10.0.0.1\vm\db.
128
Settings Editor
Settings Editor
Summary
Settings editor is used when it is necessary to make changes to the system configuration without using the
conventional administration tools of IPFX Live Desktop or IPFX for Outlook/IPFX for Lotus Notes.
This tool is supplied to support unconventional changes or reconfigurations. It would generally be used only
with the advice and support of an IPFX support agent.
Note for 4.1 and 3.6 users who have upgraded This is used to make the kinds of changes that you would
have made by editing INI files. You will see a similar layout in the settings editor so it should all be familiar.
Usage
This application is only available on the IPFX Server.
To start it click on start, then run.
Type C:\VMLOCAL\UTILS\SETTINGSEDITOR.EXE
Into the Open dialog box then click OK.
Settings Editor will then start:
Description of Toolbar Functions
Settings Editor
From the left, the functions are: New, Edit, Delete, Copy Existing Files, Cut, Paste, Find, and Flush.
y
Select the section you want to edit as though you are using Explorer.
y
Click a folder Icon to expand it and see its contents.
Deleting settings
Highlight the setting and click delete
WARNING There is NO going back.
If you delete a setting, it is gone forever.
Changing Settings
Double Click on the Value e.g,. Count - 19 in the example above.
Type changes as required.
Click Enter.
Adding Settings
Click add and type in the values you want to add.
If the Section does not exist, it will automatically be created for you.
129
130
Settings Editor
131
IPFX Director
Note: Voice Capture Suppression is turned off by default.
Using Voice Capture Suppression, either party of a call may prevent voice capture (i.e. call recording via IPFX
Voice Capture Solo Client or IPFX Voice Capture Server) on a per-call basis by pressing a sequence of phone
keys during the call.
The sequence can be entered at any time during the call, but the entire sequence must be completed within
two seconds from start to finish in order to take effect.
Both the key press sequence and the allowed completion time may be configured using IPFX Settings Editor.
¾ To enable DTMF Voice Capture Suppression:
1. Click Start > All Programs > IPFX > Settings Editor. The Settings Editor window will appear.
2. Navigate to Root > CR_CAPTURE > Settings.
3. Edit the following keys/values to change the behaviour of DTMF Voice Capture Suppression:
y
DTMF suppression code: The key sequence that users will enter on their phones to suppress voice
capture. In the illustration below, the Administrator has chosen the sequence *0#.
y
DTMF suppression time (ms): The number of milliseconds allowed for a user to complete the
remaining keys in the sequence after the first key in the sequence has been pressed.
4. Phone users are now able to suppress voice capture using the defined key sequence.
¾ To disable DTMF Voice Capture Suppression
1. Click Start > All Programs > IPFX > Settings Editor. The Settings Editor window will appear.
2. Navigate to Root > CR_CAPTURE > Settings:
132
3. Change the DTMF suppression code key's value to <disabled>:
4. Phone users will no longer be able to suppress voice capture.
133
Platforms affected: IPFX Director
Summary: When a daylight savings rollover occurs, phones are temporarily deregistered from the IPFX Server.
Phones will automatically re-register in time, or can be rebooted to immediately resolve the issue. As daylight
savings time changes generally take place outside of normal working hours, this issue primarily affects 24-hour
work environments.
Symptom: After a daylight savings rollover, SIP phones appear to be in an unprovisioned state. Message
Waiting Indicators do not update, and calls to a busy extension do not receive busy greetings.
Cause: The IPFX Server records when it last had any form of communication with each Phone device. When
Microsoft Windows adjusts the clock for daylight savings, the IPFX Server believes that no communication has
taken place with Phones for an hour (or whatever time adjustment has been applied). As a result, the IPFX
Server deregisters the phones, leaving them unable to place or receive calls.
Solution: Phones must be re-registered with the IPFX Server. This can be achieved manually or automatically.
¾ Manually re-registering phones:
Rebooting the phone will cause it to immediately re-register with the IPFX Server.
To reboot all phones in a Region, perform the following procedure:
1. Logged on as Administrator, click the Configuration button from any IPFX Client to open the IPFX
Configuration screen.
2. For each affected CT Server, locate and click on the Configuration > Groups > Regions folder.
3. Right-click on the Region whose phones you wish to reboot and select Properties from the context menu.
4. In the General tab, click the Reset Phones button.
This is the recommended practice for environments where daylight savings rollover takes place during working
hours.
¾ Automatically re-registering phones:
Phone devices will automatically re-register themselves with the IPFX Server after an interval defined in each
Phone's configuration file:
134
y
ATA, 7905 and 7912 Phone devices use the CfgInterval setting.
y
7940 and 7960 Phone devices use the timer_register_expires setting.
In a normal work environment, phones can be left to automatically re-register themselves.
IPFX Test Plans
135
IPFX Test Plans
Please refer to the IPFX Test Plan Documents for all Test Plans.
Using Windows Remote Desktop to connect to an IPFX
Server
While VNC is the recommended remote access method, an IPFX Server can also be accessed using RDP (for
example, Windows Remote Desktop) provided care is taken to avoid creating multiple sessions on the IPFX
Server.
Warning: DO NOT run Remote Desktop from the Windows Start menu to connect to an IPFX Server. Doing so
will open a second session on the server. Multiple open sessions will produce software conflicts that will cause
the IPFX Server to shut down.
The only safe method of connecting to an IPFX Server via Remote Desktop is to run the Remote Desktop
application from the command line using the /console switch. This switch allows Remote Desktop to take over
the existing console instead of creating a new session.
¾ To connect to an IPFX Server using Windows Remote Desktop:
1. Click Start > All Programs > Accessories > Command Prompt
2. Type:
mstsc /console
and press ENTER
3. The server's local screen will remain locked while the console is being accessed remotely.
Note: Do not log off the Console when finished - just close the Remote Desktop window instead. Logging off
will close the voicemail applications and stop the system!
136
Appendices
Appendices
Appendix A: Enabling auto-update add-in
Note: Deployment case numbers in this section refer to the cases described in Outlook related Registry entries
(see page 96).
Enable auto-update add-in - deployment Case 2:
Create a reg file, i.e. vmmupdon.reg
Windows Registry Editor Version 5.00
"FTPUpgradeEnabled"="YES"
After logging all the users off, merge (double click) on vmmupdon.reg
Run Outlook, which will trigger the upgrade process
Shut it down and bring it up a few times to make sure all is updated
Disable auto-update add-in - deployment Case 2:
Create a reg file, i.e. vmmupdoff.reg
"FTPUpgradeEnabled"="NO"
Merge vmmupdoff.reg to turn off the update add-in
Enable auto-update add-in - deployment Case 4:
Create a reg file, i.e. vmmupdon.reg
"FTPUpgradeEnabled"="YES"
After logging all the user's off, merge (double click) on vmmupdon.reg
Appendices
Run Outlook, which will trigger the upgrade process
Shut it down and bring it up a few times to make sure all is updated
Disable auto-update add-in - deployment Case 4:
Create a reg file, i.e. vmmupdoff.reg
"FTPUpgradeEnabled"="NO"
Merge vmmupdoff.reg to turn off the update add-in
137
138
Appendices
Appendix B
The following scripts can be used as examples to create customised, site specific scripts that will either deliver
Outlook add-ins to a specific group of users (for example "IPFX for Outlook Users") or remove the add-ins from
users that should not have them. These scripts can be either incorporated in company's logon script or run
separately, on demand.
How to deliver the Outlook add-ins:
Deliver via a .BAT file
- create a reg file, i.e. vmmon.reg
- edit your logon script to include the following:
ifmember "IPFX for Outlook Users"
if not errorlevel 1 goto quit
regedit /s vmmon.reg
:quit
- ifmember will return errorlevel 1 if a user is a member of the group
Note the "ifmember" is a Microsoft utility that comes with the Resource Kit or can be downloaded from MS web
site.
Deliver via a .vbs script
Option Explicit
Dim oShell, oNet, oGroupDict
Set oShell = CreateObject("Wscript.Shell")
Set oNet = CreateObject("Wscript.Network")
if IsMember ("IPFX for Outlook Users") Then
oShell.RegWrite "HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\Description", " IPFX for
Outlook"
oShell.RegWrite "HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\FriendlyName", "IPFX for
Outlook"
oShell.RegWrite "HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\LoadBehavior",
00000003, "REG_DWORD"
End If
Function IsMember(sGroup)
Dim sAdsPath, oUser, oGroup
If IsEmpty(oGroupDict) Then
Set oGroupDict = CreateObject("Scripting.Dictionary")
oGroupDict.CompareMode = vbTextCompare
sAdsPath = oNet.UserDomain & "/" & oNet.UserName
Appendices
139
Set oUser = GetObject("WinNT://" & sAdsPath & ",user")
For Each oGroup In oUser.Groups
oGroupDict.Add oGroup.Name, "-"
Next
Set oUser = Nothing
End If
IsMember = CBool(oGroupDict.Exists(sGroup))
End Function
How to remove the Outlook add-ins
Remove via a .BAT file
- create a reg file, i.e. vmmoff.reg
[-HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlook.Connect]
[-HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlookUpgrade.clsUpgrade]
ifmember "IPFX for Outlook Users"
if errorlevel 1 goto quit
regedit /s vmmoff.reg
:quit
- ifmember will return errorlevel 1 if a user is a member of the group
Note the "ifmember" is a Microsoft utility that comes with the Resource Kit or can be downloaded from MS web
site.
Remove via a .vbs script
Option Explicit
Dim oShell, oNet, oGroupDict
if IsMember ("IPFX for Outlook Users") Then
Else
oShell.RegDelete "HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\"
oShell.RegDelete "HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlookUpgrade.clsUpgrade\"
End If
Set oGroupDict = CreateObject("Scripting.Dictionary")
sAdsPath = oNet.UserDomain & "/" & oNet.UserName
140
Appendices
Set oUser = GetObject("WinNT://" & sAdsPath & ",user")
Next
Set oUser = Nothing
End If
End Function
Appendices
141
Appendix C - Citrix Deployment
This note explains how to install IPFX for Outlook in a Citrix environment using the MSI version of the IPFX for
Outlook installer program.
Two cases are described:
1. Universal deployment, where all Citrix users employ IPFX for Outlook.
2. Group deployment, where only a subset of Citrix users employ IPFX for Outlook.
Universal deployment
Key points:
y
Leave the Citrix Server in EXEC Mode.
y
Install IPFX for Outlook by double-clicking the MSI.
y
All users will have IPFX for Outlook integration.
¾ To deploy IPFX for Outlook to all Citrix users:
1. Log on to the Citrix server as an Administrator.
2. DO NOT put Citrix server into Install mode. Leave the server in EXEC mode
3. Double-click on the IPFX for Outlook.msi file. (Note: DO NOT attempt to install IPFX for Outlook via
Control Panel, and ensure that you use the .MSI file, NOT the .EXE installation file.).
4. Follow the InstallShield prompts to enter an IPFX server name and IP address.
When users open Outlook from within the Citrix environment, the IPFX for Outlook add-ins will be loaded and
the application will prompt the user to enter their extension number. This number is stored in the user's HKCU
registry key.
¾ Upgrading IPFX for Outlook (universal deployment)
1. Have all users close Outlook (preferably have them log off).
2. Log on to the Citrix server as an Administrator
4. Uninstall the old version of IPFX for Outlook from Control Panel > Add/Remove Programs.
5. Double-click on the "IPFX for Outlook.msi" file corresponding to the new version of IPFX for Outlook.
Group deployment
Key points:
y
Modify "IPFX for Outlook.msi" with ORCA
y
Leave the Citrix Server in EXEC Mode.
y
Install modified MSI on Citrix server
y
Use Citrix logon script to distribute registry keys to users who use IPFX for Outlook.
¾ To deploy IPFX for Outlook to a subset of Citrix users:
1. Add the Citrix users who will employ IPFX for Outlook to a new Global/Security group (the script below
assumes that this group is called IPFX for Outlook Citrix users).
2. Modify the "IPFX for Outlook.msi" file:
i.
Open IPFX for Outlook.msi with Microsoft's ORCA utility.
ii. Locate the Registry table in the Tables column.
iii. In the Registry table, locate the following entries in the Key and Name columns:
142
Appendices

SOFTWARE\Microsoft\Office\Outlook\Addins\PSOutlook.Connect

FriendlyName

Description

LoadBehavior

CommandLineSafe
iv. In each of the above entries, change the Root value from 2 to 1.
v. After making the changes, click on the Save button (floppy disk icon). Note: Do NOT click "Save As".
3. Log on to the Citrix server as an Administrator.
4. DO NOT put Citrix server into Install mode. Leave the server in the EXEC mode
5. Double-click on the modified "IPFX for Outlook.msi" file. (Note: DO NOT attempt to install IPFX for Outlook
via Control Panel).
6. Follow the InstallShield prompts to enter an IPFX server name and IP address.
7. Modify the Windows logon script below by replacing the string Citrix_server_name with the name of the
organisation's Citrix server. Employ this logon script; it distributes IPFX for Outlook registry entries to the
group of IPFX for Outlook users.
The latest version of this script can be downloaded from the Reseller area of http://www.ipfx.com.
'---------------------------------------------'Please NOTE: this is just an example of a possible script.
'The end script will depend on customer's circumstances.
'For example the script may differ if same users have IPFX for Outlook on their own PC.
'Please replace "Citrix_server_name" and "IPFX for Outlook Citrix users" with the appropriate
names for your site
'Please consult with IPFX to make sure the script is correct before applying.
'----------------------------------------------
'---------------------------------------------'Declare global variables here
'----------------------------------------------
Option Explicit
On Error Resume Next
Dim oShell, oNet, oWshNetwork, oGroupDict
'---------------------------------------------'Declare Objects
'----------------------------------------------
Set oWshNetwork = WScript.CreateObject("WScript.Network")
Appendices
143
'---------------------------------------------------'IPFX for Outlook - Addin distribution
'----------------------------------------------------
'checking if user is logging on through citrix
If oWshNetwork.Computername = ("Citrix_server_name") Then
'If it is a citrix user then check group membership in "IPFX for Outlook Citrix users"
'If the user is a group member then add registry keys
'If the user is not a group member then remove the registry keys
if IsMember ("IPFX for Outlook Citrix users") Then
oShell.RegWrite
"HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\Description", "IPFX for
Outlook"
oShell.RegWrite
"HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\FriendlyName", "IPFX for
Outlook"
oShell.RegWrite
"HKCU\Software\Microsoft\Office\Outlook\Addins\PSOutlook.Connect\LoadBehavior", 00000003,
"REG_DWORD"
Else
End If
Else
End If
'---------------------------------------------'Find out what groups the user belongs too
'----------------------------------------------
Set oGroupDict
= CreateObject("Scripting.Dictionary")
sAdsPath = oNet.UserDomain & "/" & oNet.UserName Set oUser = GetObject("WinNT://" &
sAdsPath & ",user")
Next
Set oUser = Nothing
144
Appendices
End If
End Function
When Citrix users open Outlook, the IPFX add-ins will be loaded and users will be prompted to enter their
extension number. The user's extension number is stored in their HKCU registry key.
¾ Upgrading IPFX for Outlook (group deployment):
1. Have all users close Outlook (preferably have them log off).
2. Log on to the Citrix server as an Administrator
4. Uninstall the old version of IPFX for Outlook from Control Panel > Add/Remove Programs.
5. Modify the IPFX for Outlook.msi, as described above.
Double-click on the "IPFX for Outlook.msi" file corresponding to the new version of IPFX for Outlook.
Appendices
145
Appendix D: Troubleshooting
Large databases and ProfileUtil
When the IPFX Server's SQL database exceeds its maximum recommended size, the SQL Server can
occasionally come to the conclusion that it is no longer connected to ProfileUtil.
In this situation, ProfileUtil continues to update with database changes correctly, but the SQL database itself is
no longer updated.
For this reason, it is very important that the database size is monitored and not allowed to grow excessively.
¾ To check whether the database has become disconnected from ProfileUtil:
Run the following command:
ProfileUtilities -is_synchronised
¾ If the SQL database has become disconnected from ProfileUtil:
Perform the following sequence of steps:
1. Wait until the system is idle (for example, after hours).
2. Start SettingsEditor on the IPFX Server.
3. Stop all other applications that are currently using ProfileUtil; i.e. all other IPFX Server applications.
Because SettingsEditor is running, ProfileUtil itself will remain running.
4. Run the following command:
ProfileUtilities -export c:\profile.txt
5. Shut down SettingsEditor and any other IPFX Software.
6. Verify via TaskManager that ProfileUtil has stopped.
7. Run the following command:
ProfileUtilities -import c:\profile.txt
8. Start up the IPFX Server as usual.
147
Creating Profiles • 66
Index
A
Accessing Message Server Log Files • 31
Activating remote support • 42
Adding items to the Server Manager
application list • 24
Adding Settings • 130
Agent Stats Server • 9
Antivirus software may disable IPFX for
Outlook toolbar • 71
Appendices • 137
Appendix A
Enabling auto-update add-in • 137
Appendix B • 139
Appendix C - Citrix Deployment • 142
Appendix D
Troubleshooting • 146
Application Dependencies • 44
Application Files • 89, 101, 109
Applications and Basic Event handling • 7
D
Data Store • 10, 13
Database Information • 69
Database Monitor • 11
Database Server • 11
Databases tab • 54
Daylight Savings Rollover • 134
Deleting backup schedules • 53
Deleting items from the Server Manager
application list • 30
Deleting log files • 34
Deleting settings • 130
Deliver via a .BAT file • 139
Deliver via a .vbs script • 139
Description of Toolbar Functions • 129
Displaying log entries • 35
E
Email Options • 48
Extracting folders, groups, or files • 62
B
F
Background • 96
Backing up the IPFX Server • 47
Backup & Restore Settings • 48
Failover Filesync • 11
Failover Remote Server • 12
File Sharing • 71
Filtering the log viewer • 31, 36
From CD • 92, 104
C
Case 1 - Install to HKLM, upgrade enabled • 97
Case 1, deploy when: • 98
Case 2 - Install to HKLM, upgrade disabled •
97
Case 3 - Install to HKCU, upgrade enabled • 97
Case 4 - Install to HKCU, upgrade disabled •
98
Changing backup schedules • 52
Changing Settings • 130
Changing the IPFX Server Manager view • 37
Changing the Logging Level for an application
• 35
Clearing the log window • 37
Client Message Server • 9
Complete Shutdown Procedure • 43
Complete Startup Procedure • 45
Configuration • 71
Configuring DTMF Voice Capture Suppression •
132
Configuring the IPFX Backup Utility • 47
Continued Virus Checking after installation • 71
Copying text from the log window • 36
Copyright Notice • ii
Creating new backup schedules • 50
G
General Information • 96
Getting Help • 1
H
HKCU registry settings • 98
HKLM registry settings • 98
How to Move Data and the MSDE Database
from one Server to another Server • 68
I
Installation • 80, 92, 104
Installation command-line switches • 96
Installing IPFX Console From CD • 80
Installing IPFX for Lotus Notes • 104
Installing IPFX for Outlook • 92
IPFX Console • 80
IPFX Director • 44
IPFX Director and Client Message Server • 4
IPFX Failover Service • 5
IPFX for Call Manager • 44
IPFX for Lotus Notes • 104
IPFX for NEC • 44
IPFX for Outlook • 92
IPFX for Outlook related Registry entries • 98
IPFX Licensing Server • 12
148
IPFX Mobile PBX • 12
IPFX Profile Service • 6
IPFX Reports Troubleshooting • 127
IPFX Scheduler Service • 6
IPFX Server - CCM and NEC • 2
IPFX Server Applications • 4, 7
IPFX Server Database • 68
IPFX Server Manager • 19
IPFX Server Manager Log file • 33
IPFX Server Minimum Computer Specifications,
User Levels and Accessibility • 75
IPFX Server Music on Hold Files • 73
IPFX Server Virus Protection • 71
IPFX Server, Standard Server and Client
Message Server - CCM and NEC • 3
IPFX Service Manager • 6, 22
IPFX Services • 4, 5
IPFX SMTP Email Server • 13
IPFX System Monitor • 13
IPFX Test Plans • 136
IPFX VM Port • 14
IPFX Voice Recordings • 74
Index
Performing Backups • 54
Pre-Installation Information Required • 80, 92,
104
Preparation tasks • 112
Products • 71
R
Remove via a .BAT file • 140
Remove via a .vbs script • 140
Resetting the PABX Interface • 45
Restoring Databases • 64
Restoring the IPFX Server • 59
Rolling out IPFX MSI clients via Active
Directory Group policy • 112
S
Mail Manager • 17
Mail Server Integration • 17
Main Files • 89, 101, 109
Message Server • 7
Modifying IPFX Server Applications • 27
Monitor • 16
Schedule tab • 49
Scheduling Backups • 56
Security for IPFX Product Suite • 79
Selecting the Backup File(s) to restore • 60
Server Application status • 21
Setting up Console for Multiple Users • 86
Settings Editor • 129
Settings tab • 47
Starting and stopping the IPFX Server Manager
• 20
Starting Cisco • 45
Starting IPFX Director • 45
Starting IPFX for NEC • 46
Starting, Stopping and Killing IPFX Server
Applications • 22
Stopping Cisco • 45
Stopping IPFX Director • 45
Stopping IPFX for NEC • 46
Summary • 112, 129
Supporting Files • 89, 101, 109
System Settings • 49
N
T
NEC PMS • 18
Network Topology • 2
Networking • 14
The • 96, 97
To activate IPFX for Outlook • 99
Typographical Conventions • 1
O
U
Opening log files • 33
Opening the Application Control screen • 30
Other IPFX Servers • 15
Outlook related Registry entries • 97, 137
Overview • 19, 47
Overview of the IPFX Server and Applications •
4
Updating Licenses • 42
UPS (Uninterrupted Power Supply) • 78
Usage • 129
User Registry Settings • 126
Using the log viewer • 35
Using Windows Remote Desktop to connect to
an IPFX Server • 136
P
V
Paths tab • 49
PBX Cisco Servers • 15
Performing a Full Restore • 61
Viewing Client applications • 37
Viewing File versions • 38
Viewing License Usage • 39
L
Large databases and ProfileUtil • 146
Locating your IPFX Server Manager serial
number • 43
Log Files • 90, 102, 111
Lotus Email Server • 17
M
Index
Viewing Licensing information • 38
Viewing Specific Computer's Licenses • 40
Voicemail Message Storage • 69
W
Welcome • 1
When to deploy what • 98
Working with Licensing • 39
Working with logs • 33
Working with Profiles • 65
149