televantage enterprise manager

Transcription

TELEVANTAGE ENTERPRISE MANAGER
INSTALLATION & ADMINISTRATOR GUIDE
TELEVANTAGE 7
COPYRIGHT
© 2005 Vertical Communications, Inc. All rights reserved. This manual and the software described in it are copyrighted with
all rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or
translated into any language in any form by any means without the written permission of Vertical Communications, Inc.
Portions © 1999 Microsoft Corporation. All rights reserved.
TRADEMARKS
Vertical Communications and the Vertical Communications logo and combinations thereof are trademarks of Vertical
Communications, Inc. TeleVantage and the TeleVantage logo are registered trademarks of Vertical Communications, Inc.
Microsoft and Windows are registered trademarks of Microsoft Corporation. Adobe and Acrobat are registered trademarks
of Adobe Systems Incorporated. Other brand names, company names and product names are trademarks or registered
trademarks of their respective companies.
LIMITED WARRANTY ON SOFTWARE
Vertical warrants that (a) the Software will perform substantially in accordance with the accompanying written materials for
a period of (90) days from the date of receipt. Any implied warranties on the Software is limited to ninety (90) days. Some
states/jurisdictions do not allow limitations on duration of an implied warranty, so the above information may not apply to
you.
CUSTOMER REMEDIES: Vertical’s and its suppliers’ entire liability and your exclusive remedy shall be, at Vertical’s
option, either (a) return of the price paid, or (b) repair or replacement of the Software that does not meet Vertical’s Limited
Warranty and which is returned to Vertical with a copy of your receipt. This Limited Warranty is void if failure of the
Software has resulted from accident, abuse, or misapplication. Any replacement Software will be warranted for the remainder
of the original warranty period or thirty (30) days, whichever is longer.
VERTICAL COMMUNICATIONS, INC. AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES,
REPRESENTATIONS, PROMISES AND GUARANTEES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE,
ON THE SOFTWARE, MEDIA, DOCUMENTATION OR RELATED TECHNICAL SUPPORT INCLUDING,
WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, PERFORMANCE AND
FITNESS FOR A PARTICULAR PURPOSE. VERTICAL COMMUNICATIONS, INC. WILL NOT BE LIABLE FOR
ANY BUG, ERROR, OMISSION, DEFECT, DEFICIENCY OR NONCONFORMITY IN ANY SOFTWARE. AS A
RESULT, THE SOFTWARE AND DOCUMENTATION IS LICENSED “AS IS”, AND THE PURCHASER ASSUMES
THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE.
IN NO EVENT WILL VERTICAL COMMUNICATIONS, INC. OR ITS SUPPLIERS BE LIABLE FOR INDIRECT,
SPECIAL, INCIDENTAL, CONTINGENT, CONSEQUENTIAL OR SIMILAR DAMAGES OF ANY KIND RESULTING
FROM ANY DEFECT IN THE SOFTWARE OR DOCUMENTATION, INCLUDING, WITHOUT LIMITATION, ANY
LOST PROFITS OR SAVINGS, DAMAGES FROM BUSINESS INTERRUPTION, LOSS OF OR TO DATA,
COMPUTER PROGRAMS, BUSINESS, DOWNTIME, GOODWILL, DAMAGE TO OR REPLACEMENT OF
EQUIPMENT OR PROPERTY, OR ANY COSTS OF RECOVERING, REPROGRAMMING OR REPRODUCING ANY
PROGRAM OR DATA USED IN CONJUNCTION WITH THE PRODUCTS, EVEN IF VERTICAL
COMMUNICATIONS, INC., ITS SUPPLIERS OR ANYONE ELSE HAS BEEN ADVISED OF THE POSSIBILITY OF
SUCH DAMAGES. YOU AGREE THAT VERTICAL’S AND ITS SUPPLIERS’ LIABILITY ARISING OUT OF
CONTRACT, NEGLIGENCE, STRICT LIABILITY IN TORT OR WARRANTY SHALL NOT EXCEED THE AMOUNT
PAID BY YOU FOR THIS PRODUCT. ANY WRITTEN OR ORAL INFORMATION OR ADVICE GIVEN BY
VERTICAL DEALERS, DISTRIBUTORS, AGENTS OR EMPLOYEES WILL IN NO WAY INCREASE THE SCOPE OF
THIS WARRANTY, NOR MAY YOU RELY ON ANY SUCH WRITTEN OR ORAL COMMUNICATION.
Some jurisdictions do not allow the limitation or exclusion of implied warranties or liability for incidental or consequential
damages, and some jurisdictions have special statutory consumer protection provisions which may supersede this limitation,
so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also
have other rights which vary from jurisdiction to jurisdiction. This software and license may not be transferred or resold
without authorization from Vertical Communications, Inc.
Vertical Communications, Inc.
One Memorial Drive
Cambridge, MA 02142
#97-6608 Edition 7
CONTENTS
Chapter 1. Introducing TeleVantage Enterprise Manager .............1-1
Overview ...............................................................................................1-2
An example of a three-Member domain ........................................... 1-4
Important Enterprise Manager terminology...........................................1-5
Where to get help..................................................................................1-8
Reporting problems........................................................................... 1-8
Chapter 2. Enterprise Manager Requirements ...............................2-1
Introduction ...........................................................................................2-2
TeleVantage requirements....................................................................2-2
Platform requirements...........................................................................2-2
Internet trunk requirements ...................................................................2-3
Enterprise Manager license requirements ............................................2-3
Member-to-Member network requirements...........................................2-3
Firewall requirements........................................................................ 2-4
Chapter 3. Planning For Enterprise Manager .................................3-1
Introduction ...........................................................................................3-2
Overview of the installation process......................................................3-2
Scheduling an installation or upgrade............................................... 3-2
Using remote management software while installing ............................3-3
Performing unattended installations......................................................3-3
Chapter 4. Installing Enterprise Manager........................................4-1
Introduction ...........................................................................................4-2
Information you will need before starting the installation.................. 4-2
Installation steps ...................................................................................4-3
Completing the installation ....................................................................4-7
Entering and activating the Enterprise Manager license .................. 4-7
Configuring the Registrar ................................................................ 4-11
Configuring basic settings on a Member ........................................ 4-13
Test-starting the Enterprise Manager service................................. 4-17
Configuring the H.323 spans used by Enterprise Manager............ 4-17
Uninstalling Enterprise Manager..................................................... 4-18
Where to go next.................................................................................4-18
Chapter 5. Configuring Domain Members and Replication...........5-1
Overview ...............................................................................................5-2
Using the Enterprise Manager Administrator ........................................5-2
Starting the Enterprise Manager Administrator................................. 5-4
The Enterprise Manager Administrator views................................... 5-5
Configuring Member replication............................................................ 5-6
Controlling Member replication ......................................................... 5-6
Specifying replication criteria on a Member .................................... 5-10
Changing replication criteria............................................................ 5-15
Creating restricted replication ranges ............................................. 5-17
Distributing a user’s availability to other domain Members................. 5-20
Adding Members to the domain.......................................................... 5-22
Adding a Member to the TeleVantage domain ............................... 5-22
About name and extension conflicts ............................................... 5-27
Viewing local and remote extensions.............................................. 5-28
Testing the addition of a Member.................................................... 5-31
Backing up your system after adding Members.............................. 5-31
Removing a Member from the domain............................................ 5-32
Maintaining a TeleVantage domain .................................................... 5-33
Updating extensions........................................................................ 5-33
Starting and stopping the Enterprise Manager service................... 5-34
Viewing TeleVantage Event Logs ................................................... 5-36
Changing the Enterprise Manager service port numbers ............... 5-37
Changing the Registrar in the domain ............................................ 5-38
Using Internet-to-Phone Number dialing services .......................... 5-39
Using contact PIN identification across Member Servers............... 5-40
Using remote management software .............................................. 5-40
Appendix A. Troubleshooting Guide.............................................. A-1
Appendix B. Reading the TeleVantage Event Logs ...................... B-1
E-mail notification of Enterprise Manager-related events .....................B-1
Viewing TeleVantage event descriptions..............................................B-2
Enterprise Manager Event Log events .................................................B-3
Appendix C. Uninstalling Enterprise Manager .............................. C-1
Appendix D. Adding a firewall to an existing domain................... D-1
Appendix E. Enterprise Manager in a non-VoIP Environment ..... E-1
Appendix F. Performing Unattended Installations.........................F-1
Unattended installation examples.........................................................F-2
Enterprise Manager installation command parameters ........................F-3
Verifying that an unattended installation was successful......................F-5
TELEVANTAGE ENTERPRISE MANAGER INSTALLATION & ADMINISTRATOR GUIDE
Index ..................................................................................................1-1
CONTENTS
CHAPTER 1
INTRODUCING TELEVANTAGE
ENTERPRISE MANAGER
CHAPTER 1
CHAPTER CONTENTS
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Important Enterprise Manager terminology . . . . . . . . . . . . . . . . . . 1-5
Where to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8
Overview_____________________________________________
Welcome to TeleVantage Enterprise Manager!
Enterprise Manager allows a distributed network of TeleVantage Servers to
appear and behave as a single phone system.
Enterprise Manager facilitates the configuration and operation of a network of
TeleVantage Servers (called a TeleVantage domain) by automating the initial
inter-Server configuration and providing data synchronization services that make
the domain of TeleVantage Servers appear as a single distributed phone system.
Enterprise Manager manages the domain’s H.323 Gateways, H.323 Gateway
users, and dialing services automatically. Without Enterprise Manager, you
would need to do this manually, configuring multiple TeleVantage Servers to
communicate with each other using Voice over IP (VoIP) by setting up H.323
Gateways and H.323 Gateway users on each TeleVantage Server. (For details, see
“Connecting two Servers using H.323 Gateways” in Chapter 15 of Administering
TeleVantage.)
With Enterprise Manager, businesses with multiple locations can improve
employee productivity and office efficiency by:
Q Knowing if any fellow employee is on the phone, on vacation or in a
meeting, no matter where they are located. Enterprise Manager extends
TeleVantage ViewPoint, the system’s desktop graphical interface, to
show the phone and personal status of any remote user. With a single view
of the entire organization’s availability, employees can also point and
click to camp-on any busy remote extension so they are automatically
called back and connected when the extension becomes free.
Q Forwarding or sending voice messages to anyone in the enterprise using
the phone or ViewPoint. Enterprise Manager automatically distributes
voice messages among TeleVantage Servers as needed, and users have
access to multi-site distribution lists.
Q Identifying and handling VIP calls appropriately, no matter which office
location is called. Enterprise Manager automatically configures
inter-office call routing over VoIP to eliminate long-distance toll charges
between distributed locations.
Q Providing centralized IVR applications that can be accessed by any office.
1-2
Enterprise Manager reduces the administrative costs of distributed phone systems
by automatically configuring and managing connections between TeleVantage
servers. Enterprise Manager simplifies administration by:
Q Eliminating tedious moves, adds and changes of users, dial plan and
inter-office communication settings. With a point and click,
administrators can control which information is copied across all servers
and which stays local to a specific server. Enterprise Manager
automatically configures TeleVantage Servers so they can communicate
over VoIP and automatically propagates dial plan changes to every Server
in the TeleVantage domain.
If you use optional remote management software such as Microsoft®
Terminal Services, Microsoft Remote Desktop, or Symantec®
pcAnywhere® with Enterprise Manager, you can manage your entire
TeleVantage domain from a centralized location. See “Using remote
management software” on page 5-40 for details.
Q Enabling offices to continue to function even if intra-office networks are
interrupted, or if an individual location loses power. Enterprise Manager’s
peer-to-peer architecture removes any central point of failure.
Important: Call Center queues cannot be staffed across different TeleVantage
Servers. In other words, an agent or supervisor located on one TeleVantage
Server cannot participate in a queue created on a different Server. If you want to
support remote call center agents, the agent must be defined on the same Server
as the queue, and you can use call forwarding to send that agent’s calls to an
external number. For more information on remote agents, see Chapter 2 of the
TeleVantage Call Center Administrator’s Guide.
CHAPTER 1. INTRODUCING TELEVANTAGE ENTERPRISE MANAGER
1-3
An example of a three-Member domain
The following diagram shows the basic configuration and features of a
three-Member domain. Key terms are described on page 1-5.
Q There are three TeleVantage Servers, located in Boston, NYC, and Paris.
The Server names and IP addresses are maintained by the single Registrar
component which could be installed on any Member PC.
Q Each TeleVantage Server has local extensions designated by the
extensions listed in the box (for example, NYC’s local extensions are Joe,
Door Phone and Sales Queue.)
Q The Enterprise Manager Member component is installed on each
TeleVantage Server, and manages all user replication, dial plan changes,
voice mail distribution, and so forth between the local TeleVantage Server
and the other Members in the domain.
1-4
Q Each TeleVantage Server has H.323 Gateway users, which correspond to
local extensions on other TeleVantage Servers. These Gateway users
direct calls to the corresponding local extensions on the other Servers. For
example, if Joe in NYC dials x201 (the NYC Server’s Gateway user
extension representing Pierre in Paris), the call is directed over VoIP to
the Paris TeleVantage Server and Pierre’s phone rings in Paris.
Q Not every local extension needs to be replicated to every TeleVantage
Server (causing a corresponding Gateway user to be created on each
Server.) You configure each Member using the Enterprise Manager
Administrator to specify which extensions are distributed to other
Members. For example, in the diagram the NYC Member is configured to
replicate all of the NYC TeleVantage Server’s extensions to the other
Members in the domain, except for ‘Door phone x112’.
Q A Member can be configured to not accept any extensions within a certain
range. For example, the Boston Member is configured to not create
Gateway users that correspond to local extensions on other Servers that
are assigned extension numbers in the range from 500-600, so the NYC
Server’s ‘Sales Queue x555’ is not created in Boston. The Paris member
has no such restrictions, so all of the extensions replicated by NYC and
Boston are replicated in Paris as Gateway users.
Q Enterprise Manager does not replicate extensions that already exist on the
local TeleVantage Server. For example, if Paris already had a local
extension 102, then Joe’s extension from NYC would not be replicated to
Paris because there is an extension conflict. Joe’s Member would also
report the conflict.
Important Enterprise Manager terminology_________________
In order to get the most out of this manual, review the following key terms:
Q TeleVantage domain. Collection of TeleVantage Servers that use
Enterprise Manager to appear and behave as a single distributed phone
system.
Q TeleVantage Server. A Windows server in a TeleVantage domain that
runs the TeleVantage Server software. You must install Enterprise
Manager on each TeleVantage Server in the domain.
Q TeleVantage extension. Assigned number that can be used to directly
dial a TeleVantage user, auto attendant, queue, workgroup, or IVR
Plug-in.
1-5
Q Registrar. The Enterprise Manager component that maintains the master
list of Members in the domain. There can be only one Registrar in a
TeleVantage domain.
The Registrar adds, edits, and deletes Members from the domain, and
informs each Member about other Members in the domain.
Q Member. An Enterprise Manager component that is installed on every
TeleVantage Server in the domain.
Each Member manages communication between its local TeleVantage
Server and the other Members in the domain. Specifically, each Member
makes sure that:
Q Other domain Members are informed of any relevant changes to the
Member’s local TeleVantage Server.
Q The Member’s local TeleVantage Server is updated to reflect the
relevant changes sent by the other domain Members (for example,
extension changes, new voice messages, availability status, and so
forth), and by the Registrar (for example, information about new
Members that have been added to the domain.)
A Member exchanges phone availability updates (on/off hook status) and
extension additions, changes, and deletions with other Members. It also
automatically forwards voice messages left on its local TeleVantage
Server back to the home Inbox associated with the extension.
Members communicate directly with each other. Although the Registrar
plays a critical role in the TeleVantage domain, the Registrar does not
mediate communications between Members.
Q Replication. A process by which information about TeleVantage
extensions on one Server is propagated to other Servers in the domain.
During replication, the following information about the local extension is
automatically updated for the corresponding H.323 Gateway users on
other Members in the domain:
First name and last name (or Name for non-user extensions such as
IVR Plug-ins and Queues)
Extension
DID number(s) associated with the local extension
Dial-by-name setting
Comments
1-6
The following information is only replicated for users:
Job title
Voice title
Contact PINs
Play extension to caller setting
Log calls setting
Maximum mailbox size
Active personal status
Active greeting
Q Utility user. The TeleVantage user that you create when you use the
Enterprise Manager Administrator for the first time, used by Enterprise
Manager to log on to TeleVantage. The Utility user facilitates
communication between the Enterprise Manager service and the
TeleVantage Server.
Q Local extension. Any extension that is created using the TeleVantage
Administrator (for example, a user, queue, auto attendant, IVR Plug-In,
and so forth) except an H.323 Gateway user. Any local extension can be
selected for replication to other Members in the domain. Depending on
your replication criteria, a replicated local extension can have a
corresponding Gateway user on every other TeleVantage Server in the
domain, and can be dialed directly by users on any Server.
Q H.323 Gateway user. A special type of TeleVantage user that
corresponds to a local extension on another TeleVantage Server. Think of
Gateway users as remote ‘virtual’ extensions that map to another
TeleVantage Server's local extension and share the same extension
number. Calls to Gateway user extensions on one TeleVantage Server are
redirected via VoIP to the corresponding local extension the other Server.
Using Gateway users created by Enterprise Manager, any extension on
any TeleVantage Server can be dialed from any other Server. For more
about Gateway users, see Chapter 15 in Administering TeleVantage.
Q Availability. Whether a TeleVantage user is on a call or not. Optionally,
Enterprise Manager can distribute a replicated user’s availability status
across the TeleVantage domain so that a user on one Member in the
domain can check whether a user on another Member is on or off the
phone, based on that user’s hook state icon in ViewPoint’s Extensions
view.
Important: To best use and configure Enterprise Manager, it is important to
understand TeleVantage and especially TeleVantage’s support for IP telephony
and H.323 Gateways as described in ‘Connecting two Servers using H.323
Gateways' in Chapter 15 of Administering TeleVantage.
1-7
Where to get help______________________________________
Please contact your TeleVantage provider for technical support—Vertical only
provides technical support through TeleVantage providers. For information on
how to report problems, see “Reporting problems” on page 1-8.
For late-breaking information about installation, administrative, or other issues,
see the What’s New (WhatsNew.htm) on the TeleVantage Master CD.
You can also access on-line Help from any screen or dialog box in the Enterprise
Manager Administrator, and by referring to the TeleVantage Server
documentation.
Reporting problems
Use the Problem Report Wizard to report any problems you experience with
Enterprise Manager to your provider. For more information about using the
Problem Report Wizard to report problems, see Chapter 12 in Administering
TeleVantage.
Note: Before reporting a problem to your provider, follow the steps in the
“Troubleshooting Guide” in Appendix A.
1-8
CHAPTER 2
ENTERPRISE MANAGER
REQUIREMENTS
CHAPTER 2
CHAPTER CONTENTS
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
TeleVantage requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Platform requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2
Internet trunk requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3
Enterprise Manager license requirements . . . . . . . . . . . . . . . . . . . 2-3
Member-to-Member network requirements . . . . . . . . . . . . . . . . . . 2-3
Introduction __________________________________________
This chapter describes the hardware and software requirements for the PCs on
which the Enterprise Manager components run.
TeleVantage requirements_______________________________
On each TeleVantage Server in the domain, the TeleVantage Server and
TeleVantage Enterprise Manager version must be the same (see “About version
checking” on page 5-36 for details.)
Normally, the same version of Enterprise Manager should be installed on all of
the TeleVantage Servers in the domain. For specifics on inter-version
compatibility, see the What’s New (WhatsNew.htm) on the TeleVantage Master
CD.
TeleVantage Small Office Edition (SOE) does not support TeleVantage
Enterprise Manager.
Using E-mail notification of Enterprise Manager events
While not a requirement, it is strongly recommended that e-mail notification be
turned on for each Member Server in the domain so that TeleVantage
Administrators can automatically be notified of any Enterprise Manager events.
See “E-mail notification of Enterprise Manager-related events” on page B-1 for
more information.
Platform requirements__________________________________
You must install Enterprise Manager on a TeleVantage Server PC that meets the
requirements described in Chapter 3 of Installing TeleVantage. Enterprise
Manager requires additional CPU resources, disk space, and memory to perform
its tasks:
Q A minimum of 200 MB extra disk space is recommended for most
systems. If your system is already heavily loaded (watch the CPU usage
in the Windows Performance Monitor) you may need to upgrade your PC
before adding it to an Enterprise Manager domain.
Q For systems with heavy voice mail needs that span 400 active replicated
extensions across three or more TeleVantage Servers, a full version of
Microsoft SQL Server (not MSDE) is recommended as the TeleVantage
database server.
2-2
Internet trunk requirements______________________________
Servers in the TeleVantage domain are connected by TeleVantage’s H.323
Gateways over any TCP/IP connection including the Internet.
Q For details on required Internet telephony boards, related drivers, and how
to install and configure them, see Installing Intel Telephony Components.
Q For information on adding an H.323 span and configuring Internet
telephony support, see Administering TeleVantage.
Important: You can install and use Enterprise Manager in a limited fashion on a
PC that does not have any Internet telephony boards installed. For more
information, see Appendix E, “Enterprise Manager in a non-VoIP Environment.”
Enterprise Manager license requirements__________________
An Enterprise Manager license is required on each PC where the Enterprise
Manager Member component is installed. To obtain Enterprise Manager licenses,
contact your TeleVantage provider.
Entering and activating and activating an Enterprise Manager license is described
as part of the installation instructions in Chapter 4.
Member-to-Member network requirements
Member-to-Member connections require a TCP/IP connection with the proper
ports open. Specifically, the following are required for each TeleVantage Server
where Enterprise Manager is installed:
Q DNS-resolvable name or static IP address. If your network is
supported by a DNS server, best practice is to use DNS-resolvable names
(for example, ‘nyc.mycompany.com’) where possible instead of static IP
addresses. That way, if static IP addresses change for any reason, the
change will be managed by the DNS server. This will ease potential
maintenance tasks for the Enterprise Manager administrator.
Q 2 ports for TCP communications with other Enterprise Manager
services in the domain.
Q 9001 is the default port used to send extension additions, changes,
and deletions between Members, as well as to forward voice
messages to users’ home Inboxes.
Q 9002 is the default port used to distribute availability status updates
across the domain. (Port 9002 is only used if you enable distributed
availability.) See “Creating restricted replication ranges” on
page 5-17 for more information.
CHAPTER 2. ENTERPRISE MANAGER REQUIREMENTS
2-3
There is no need to change the default ports (9001 and 9002) unless you
have other applications which use those ports. You do not need to use the
same port numbers on all the Enterprise Manager PCs in the domain.
You specify the ports when you configure the basic settings on a Member
after installing Enterprise Manager (see page 4-13), and also when you
add a Member to the domain (see page 5-22.) If you need to change either
port at a later time, see “Changing the Enterprise Manager service port
numbers” on page 5-37.
Firewall requirements
When communicating over a wide area network (WAN) or the Internet, if the
Enterprise Manager service on one TeleVantage Server in a domain is separated
from the Enterprise Manager services on other Servers by a firewall, the firewall
must allow inbound connections on the port numbers used by the Enterprise
Manager service. For example, if you are using the default ports 9001 and 9002,
be sure that open ports 9001 and 9002 are in place in your firewall.
Important: If other TeleVantage Servers in the domain accept connections on
different port numbers, make sure that your firewall allows outbound connections
for those ports as well.
For example, if you have 3 Members in the domain that are listening on different
ports, your firewall configuration might look like this:
Member
Accepts
connections
on port
Firewall allows
inbound TCP
traffic on port
Firewall allows
outbound TCP
traffic on port
A
6666
6666
7777, 8888
B
7777
7777
6666, 8888
C
8888
8888
6666, 7777
Similarly, if there are any Network Address Translation (NAT) devices on the
network between TeleVantage Servers in the domain, they must be configured to
send inbound traffic on the designated ports to the internal address of their local
TeleVantage PC.
Adding a firewall
If you decide to add a firewall after you have set up a TeleVantage domain, see
Appendix D.
See your systems administrator for more information on configuring Internet
access, using firewalls and Network Address Translation (NAT) devices, and so
forth.
2-4
CHAPTER 3
PLANNING FOR ENTERPRISE
MANAGER
CHAPTER 3
CHAPTER CONTENTS
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Overview of the installation process . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Using remote management software while installing . . . . . . . . . . . 3-3
Performing unattended installations . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Introduction __________________________________________
This chapter provides an overview of the installation process.
For late-breaking information about installation, administrative, or other issues,
see the What’s New (WhatsNew.htm) included on the TeleVantage Master CD.
Overview of the installation process ______________________
Installing Enterprise Manager consists of the following tasks. The actual steps are
explained in detail in Chapter 4 and Chapter 5.
Q Make sure that the TeleVantage Server on which you plan to install
Enterprise Manager meets the TeleVantage and platform requirements
described in Chapter 2.
Q Back up the TeleVantage database before you start. For instructions, see
Chapter 12 in Administering TeleVantage.
Q Install Enterprise Manager.
Q Configure the Registrar.
Q Configure basic settings on a Member.
Q Enter and activate your Enterprise Manager license
Q Test-start the Enterprise Manager service.
Q Configure the H.323 spans used by Enterprise Manager.
Q Configure Member replication.
Q Distribute users’ availability to other domain Members.
Q Add Members to the TeleVantage domain.
Scheduling an installation or upgrade
If you are installing or upgrading Enterprise Manager on the TeleVantage Server,
schedule the upgrade to occur after business hours or during a maintenance
interval, because you may be prompted to restart the Server during the installation
or upgrade process, which will disrupt phone service.
3-2
Using remote management software while installing_________
All of the steps described in “Overview of the installation process” on page 3-2
need to be performed on each Member in the domain. In order to make this easier,
set up remote access to the target TeleVantage Servers before starting to install.
For more about using remote management software with Enterprise Manager, see
“Using remote management software” on page 5-40.
Installing Enterprise Manager remotely on a Windows 2003 Server
If you will be installing Enterprise Manager on a Windows 2003 Server from a
remote location (using Remote Desktop, for example), you must first perform the
following steps on the Windows 2003 Server:
1.
Click Start > Administrative Tools > Terminal Services
Configuration > Server Settings.
2.
Set Delete temporary folders on exit to No. After the install completes
successfully, restore this setting to its original value.
Performing unattended installations ______________________
For details on how to use Microsoft® Windows® Installer to perform unattended
(silent) installations, see Appendix F.
CHAPTER 3. PLANNING FOR ENTERPRISE MANAGER
3-3
CHAPTER 4
INSTALLING ENTERPRISE MANAGER
CHAPTER 4
CHAPTER CONTENTS
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2
Installation steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3
Completing the installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-7
Introduction __________________________________________
This chapter describes how to do the following:
Q Install Enterprise Manager. See page 4-3.
Q Enter and activate your Enterprise Manager license. See page 4-7.
Q Configure the Registrar. See page 4-11.
Q Configure basic settings on a Member. See page 4-13.
Q Test-start the Enterprise Manager service. See page 4-17.
Q Configure the H.323 spans used by Enterprise Manager. See page 4-17.
Troubleshooting installation problems
If you experience problems after installing, first see the What’s New
(WhatsNew.htm) on the TeleVantage Master CD for late-breaking information
about installation, administrative, or other issues. Then, review the
“Troubleshooting Guide” in Appendix A before contacting your technical support
representative.
Information you will need before starting the installation
Before starting the installation, assemble the following information:
Q Windows account name and password used to run the Enterprise Manager
Windows Service
Q Enterprise Manager license serial number and verification key, or a
license (.LIC) file containing this information
Q Partner ID (required to activate your Enterprise Manager license)
Q Username and password of a TeleVantage Administrator user (for
example, ‘Admin’) on the TeleVantage Server
Q A free (unassigned) extension number that can be assigned to the
Enterprise Manager Utility user
4-2
Installation steps ______________________________________
1.
Back up the TeleVantage database according to the instructions in
Administering TeleVantage
2.
Stop the TeleVantage Server if it is running.
3.
Insert the Master CD. If the Master Setup does not start automatically,
run autorun.exe from the root directory on the Master CD.
4.
Click TeleVantage Enterprise Manager.
CHAPTER 4. INSTALLING ENTERPRISE MANAGER
4-3
5.
The TeleVantage Enterprise Manager Setup starts.
Follow the on-screen instructions.
6.
In the TeleVantage Server Information screen, enter the name of this
TeleVantage Server.
Click Next to continue.
4-4
7.
In the Windows Account Name and Password screen, enter the
Windows User Name and Windows Password used to run the
Enterprise Manager service on this PC. This Windows account must
have access to the network shares on the TeleVantage Server PC.
8.
In the Setup Type screen, select the type of installation to perform.
4-5
Q Typical. Installs only the Member component, which is required for
every TeleVantage Server in the domain. If you choose Typical, click
Next and go to step 10.
Q Custom. Choose Custom to install the Enterprise Manager Registrar
component from which you plan to manage the TeleVantage domain.
You must install one, and only one, Registrar component in the
domain. (See “An example of a three-Member domain” on page 1-4
for more about Registrars and Members.)
Custom allows you to install the following:
Q Both Registrar and Member components
Q Only the Member component
You also choose Custom to change the default installation path. (The
default path is C:\Program Files\TeleVantage Enterprise
Manager.)
If you choose Custom, click Next and go to the next step.
9.
In the Custom Setup screen, select the Enterprise Manager components
that you want to install.
To install Enterprise Manager in a different location, click Change and
browse to the location.
4-6
10. Continue following the onscreen instructions to complete the
installation.
11. If you are prompted to restart your PC, do so. When the installation
completes, click Finish to exit the Setup wizard.
12. Restart the TeleVantage Server.
Completing the installation ______________________________
Completing the Enterprise Manager installation on this TeleVantage Server
involves the following steps:
Q Enter and activate the Enterprise Manager license. See page 4-7.
Q Configure the Registrar. See page 4-11.
Q Configure basic settings on a Member. See page 4-13.
Q Test-start the Enterprise Manager service. See page 4-17.
Q Configure the H.323 spans used by Enterprise Manager. See page 4-17.
When you are done, repeat the installation on the other TeleVantage Servers that
will be added to the domain. Be sure that one and only one of the TeleVantage
Servers includes the Registrar component (see step 9 above.)
Important: It is highly recommended that you synchronize the clocks on all of the
TeleVantage Servers in the domain. This simplifies troubleshooting, as it facilitates
dealing with time zone differences when troubleshooting Enterprise Manager logs
from different TeleVantage Servers.
Entering and activating the Enterprise Manager license
You must enter and activate an Enterprise Manager license on each TeleVantage
Server where the Member component is installed. License activation is optional
during the 60-day grace period that starts on the day that you enter your Enterprise
Manager license.
You activate your Enterprise Manager license separately from your other
TeleVantage licenses. You can activate your Enterprise Manager license
(according to the following instructions) and your TeleVantage licenses (via the
TeleVantage Administrator) in either order.
4-7
To enter your Enterprise Manager license
1.
In the left pane of the Enterprise Manager Administrator, right-click
TeleVantage Enterprise Manager and then choose Properties. The
Configure TeleVantage Enterprise Manager dialog box opens.
2.
On the Member tab, enter the Serial Number and Verification Key of
your Enterprise Manager license.
You can also import your Enterprise Manager license from a file. To do
so, click Import, and then point to the license (.LIC) file.
3.
If this TeleVantage Server is connected to the Internet, click Activate to
activate your Enterprise Manager license, and go to step 4.
Note: If you do not have Internet access on this TeleVantage Server,
see “How to activate your licenses” in Appendix D of Installing
TeleVantage for another way to activate your license.
4-8
4.
The Activation Information dialog box opens.
Complete the information in the Activation Information dialog box. All
fields in bold are required. (If you have already activated your
TeleVantage licenses, many of these fields will be filled in.)
Completing all the fields will help your technical support representative
when troubleshooting problems, and will keep you informed of any
updates.
Note the following required fields:
Q Partner ID. If you do not know your Partner ID, request it from the
place where you purchased TeleVantage.
4-9
Q Lock your licenses to this hardware key. Do one of the following:
Q If you have not yet activated your TeleVantage licenses, select
the hardware ID on the TeleVantage Server to which you want to
lock all of your licenses, including your Enterprise Manager
license. For more information, including details on the pros and
cons of locking to each type of hardware ID, see “How hardware
locking works” in Appendix D of Installing TeleVantage.
Q If you have already activated your TeleVantage licenses, leave
the contents of this field unchanged.
5.
Click OK. TeleVantage submits your license information to Vertical.
Q If activation was successful, an activated Enterprise Manager license
is returned and automatically added to your system. Click OK twice,
to acknowledge the activation message and exit the Configure
TeleVantage Enterprise Manager dialog box.
Q If activation was not successful, the reason is displayed. See
“Licensing errors” in Appendix D of Installing TeleVantage for more
information.
Important: Once your Enterprise Manager license is activated, back up your
TeleVantage database according to the instructions in Administering TeleVantage
so that you do not have to repeat the activation process if you ever need to restore
the TeleVantage database.
4-10
Configuring the Registrar
1.
In the left pane of the Enterprise Manager Administrator for the
Registrar, right-click TeleVantage Enterprise Manager and then
choose Properties. The Properties dialog box opens.
2.
Click the Registrar tab. (If the Registrar tab is not available, you are
using the Enterprise Manager Administrator for a Member, not the
Registrar.)
4-11
3.
Enter the following information:
Q Display Name. Name that identifies this Registrar in Enterprise
Manager Administrators in the domain. The default display name is
Registrar.
Q Network Address. Either the DNS-resolvable name (this is
preferred—for example, ‘nyc.mycompany.com’) or IP address of the
TeleVantage Server where the Registrar component is installed. This
address is used by the Enterprise Manager services to communicate
with each other across the domain. Normally, you do not need to
change the default address. (To identify this IP address, run ipconfig
from the command line on the TeleVantage Server where the
Registrar component is installed.)
4.
Click OK to save your changes.
Specifying H.323 Gateway and dialing service prefixes to
avoid extension conflicts
All H.323 Gateways and dialing services created by Enterprise Manager start
with prefixes that are used on all of the Member Servers in the domain. By
default, the H.323 Gateway prefix used on all Member Servers is ‘89’, and the
dialing service prefix is ‘77’.
Normally, you do not need to change these defaults. However, if the defaults
conflict with your extension numbering scheme (which may cause dialing
delays), you can specify other prefixes according to the following instructions.
Otherwise, go to the next section.
4-12
1.
Open the Enterprise Manager Registrar tab as described in the previous
section, “Configuring the Registrar.”
2.
Enter a new Gateway Prefix and Dialing Service Prefix.
3.
Click OK to save your changes. The changes will be propagated across
the TeleVantage domain.
Configuring basic settings on a Member
On each Member, you use the Enterprise Manager Administrator to configure the
Enterprise Manager service and create the Enterprise Manager Utility user. For
information on how to use the Enterprise Manager Administrator, see Chapter 5,
“Configuring Domain Members and Replication.”
1.
Choose Start > Programs >TeleVantage Enterprise Manager >
TeleVantage Enterprise Manager Administrator.
The Enterprise Manager Administrator opens.
After installing Enterprise Manager for the first time, when you click
anywhere in the Administrator, you are prompted to configure
Enterprise Manager:
To do so, click Yes, and go to the next step. If you click No, you can
continue with the other steps in this section, but you will not be able to
start the Enterprise Manager service until you perform steps 2 through 6.
4-13
4-14
2.
In the Configure TeleVantage Enterprise Manager dialog box opens.
Note that on a Member-only PC, there is no Registrar tab.
3.
On the Member tab, click Configure. The Configure Enterprise
Manager Utility User dialog box opens:
4.
Enter the following information in the TeleVantage Server Properties
section:
Q Administrator name. Name of any TeleVantage user with
Administrator privileges (either the user is a member of the
Administrators role, or has equivalent permissions.) The default
Administrator name is Admin.
Q Admin user password. Password of the user you specified in
Administrator name.
The administrator account that you specify here is only used when
Enterprise Manager logs on to TeleVantage to initially create the
Enterprise Manager Utility user, or if it is necessary to recreate the
Utility user. The Enterprise Manager Utility user account is used in all
subsequent logons in order to receive updates about replicates users,
forward voice mail to home Inboxes, and so forth.
If password security settings are subsequently changed via the
TeleVantage Administrator so that the Admin user password no longer
works, the individual Enterprise Manager service managers will not
start until you provide a valid password. For details, see “‘Enterprise
Manager service failed to start: A valid Utility user name or password
was not found’ entry is logged to the TeleVantage Event Log” on
page A-5.
5.
Enter the following information in the Enterprise Manager Utility User
section:
Q Name. Enterprise Manager Utility user’s name. The default user
name is Enterprise Manager.
Q Extension. A free (unassigned) extension on the TeleVantage Server
that will be assigned to the Enterprise Manager Utility user. (The
Utility user’s extension is not meant to be dialable, but you must
enter a valid and available extension number so that the Enterprise
Manager Administrator can create the Utility user.)
For example:
4-15
6.
Click OK twice to save your changes and close both dialog boxes. It may
take a few moments while the Utility user is created.
7.
TeleVantage Enterprise Manager and then choose Properties.
8.
Configure the following settings:
Q Distributed Availability. Select the Enabled checkbox if you want to
distribute availability status updates between this Member and other
Members in the domain. For more information, see “Distributing a
user’s availability to other domain Members” on page 5-20.
Note: Unless this checkbox is enabled, the Availability Manager will
never start. See “About the Service view” on page 5-35 for more about
the Enterprise Manager service managers.
Q Communication Ports. Port numbers that the Enterprise Manager
services use to communicate with each other. For more information
on how the ports are used, see “Member-to-Member network
requirements” on page 2-3.
Note: If there is a firewall in place between this TeleVantage Server
and other Servers in the domain, see important information in
“Firewall requirements” on page 2-4.
If you need to change either port number at a later time, see
“Changing the Enterprise Manager service port numbers” on
page 5-37.
9.
4-16
Test-starting the Enterprise Manager service
Enterprise Manager runs as a Windows service. To test the installation, start the
Enterprise Manager service.
1.
In the left pane of the Enterprise Manager Administrator, expand
TeleVantage Enterprise Manager, and then click Service. The current
status (Stopped) of each of the Enterprise Manager service managers is
displayed in the right pane.
2.
In the left pane, right-click Service, and then choose Start Service. It
may take a few moments before you see the service manager statuses
start to update in the right pane. If the Enterprise Manager service does
not start completely (all listed statuses change to “Running”), see page
A-4 for some troubleshooting tips.
Note: If Distributed Availability is not enabled, the status of the
Availability Manager will not progress to “Running.”
Setting the Enterprise Manager service to autostart
1.
Click Start > Settings > Control Panel > Administrative Tools >
Services.
2.
In the Services dialog box, locate and double-click TeleVantage
Enterprise Manager.
3.
In the TeleVantage Enterprise Manager Properties dialog box, select
Automatic from the Startup type drop-down list.
4.
Click OK and then exit the Services dialog box.
Configuring the H.323 spans used by Enterprise Manager
After installing Enterprise Manager, on the TeleVantage Server, edit each H.323
span used by Enterprise Manager according to the following steps. For more
about H.323 spans, see Chapter 15 of Administering TeleVantage.
1.
In the TeleVantage Administrator Trunks view, right-click any H.323
trunk in the span used by Enterprise Manager and then choose Open
Span.
2.
In the H.323 Span dialog box, on the General tab, set Connect inbound
calls to ‘When answered or handled.’
3.
Click OK to save your change.
4.
Repeat for each H.323 span used by Enterprise Manager.
4-17
5.
Restart the trunks in the span so that your changes take effect. For
instructions, see ‘Restarting stations or trunks’ in Chapter 12 of
Administering TeleVantage.
6.
Back up the TeleVantage Server database so that in the event of a
problem, you can restore a version of the database that includes the new
Utility user created during the installation process, as well as the
changes to the H.323 span settings. For instructions, see Chapter 12 in
Uninstalling Enterprise Manager
If you need to uninstall Enterprise Manager, see the information in Appendix C.
Where to go next ______________________________________
Go to the next chapter for instructions on how to perform the following tasks:
Q Configure Member replication.
Q Distribute users’ availability to other domain Members.
4-18
CHAPTER 5
CONFIGURING DOMAIN MEMBERS
AND REPLICATION
CHAPTER 5
CHAPTER CONTENTS
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2
Using the Enterprise Manager Administrator . . . . . . . . . . . . . . . . . 5-2
Configuring Member replication . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6
Distributing a user’s availability to other domain Members . . . . . 5-20
Adding Members to the domain . . . . . . . . . . . . . . . . . . . . . . . . . . 5-22
Maintaining a TeleVantage domain . . . . . . . . . . . . . . . . . . . . . . . 5-33
Overview_____________________________________________
This chapter describes how to configure and manage your TeleVantage domain’s
Members and their replication criteria and settings by performing the following
tasks:
Q Start and use the Enterprise Manager Administrator. See page 5-2.
Q Configure replication on each Member. See page 5-6.
Q Distributing a user’s availability to other domain Members. See page
5-20.
Q Add Members to the TeleVantage domain. See page 5-22.
Q Start and stop the Enterprise Manager service. See page 5-34.
Q View Enterprise Manager-related entries in the TeleVantage Event Logs.
See page 5-36.
Before setting up a new Member or adding it to the TeleVantage domain, make
sure of the following:
Q Enterprise Manager has been successfully installed on the Member, as
described in Chapter 4.
Q You have successfully started the Enterprise Manager service on the
Member, as described in “Test-starting the Enterprise Manager service”
on page 4-17.
For information on how to verify that your system is operational, see section 1 in
the “Troubleshooting Guide” in Appendix A.
Using the Enterprise Manager Administrator _______________
The Enterprise Manager Administrator is used to manage how the Member
interacts with this TeleVantage Server and with the other domain Members. It
also is how you manage the Registrar component if it installed on this
TeleVantage Server.
You use the Enterprise Manager Administrator to do the following:
Q Select extensions for replication.
Q View TeleVantage Event Logs.
Q Perform other Enterprise Manager maintenance tasks.
5-2
With Enterprise Manager, you do not need to manually create and update H.323
Gateways, H.323 Gateway users, or dialing services to communicate between
TeleVantage Servers using VoIP, as described in Chapter 15 in Administering
TeleVantage.
Q When you add a Member to the TeleVantage domain, Enterprise Manager
creates all the required TeleVantage components automatically.
Q When you make a change on one Member, based on your replication
criteria Enterprise Manager automatically detects that change and makes
the corresponding changes on all Members in the TeleVantage domain.
Administering Members and the Registrar
You can run the Enterprise Manager Administrator application on the Registrar
and each Member in the TeleVantage domain.
Q On a Member, the local extension replication settings for the Member’s
associated TeleVantage Server can be configured—but information about
other domain Members can only be viewed. You manage a Member via
its own Enterprise Manager Administrator. For example, to choose the
extensions on a Member that you want replicated across the domain, use
the Enterprise Manager Administrator for that Member.
Q On the Registrar, the Enterprise Manager Administrator allows you to
add, edit, and delete entire Members and their related TeleVantage
Servers from the domain.
Use remote management software to access each Member’s Enterprise Manager
Administrator from a single PC. See page 5-40 for more information.
CHAPTER 5. CONFIGURING DOMAIN MEMBERS AND REPLICATION
5-3
Starting the Enterprise Manager Administrator
To start the Enterprise Manager Administrator
1.
Choose Start > Programs > TeleVantage Enterprise Manager >
In the following graphic, all the items in the left pane of the
Administrator have been fully expanded for clarity.
5-4
The Enterprise Manager Administrator views
You access the different views of the Enterprise Manager Administrator shown in
the previous graphic by clicking the appropriate item in the left pane.
Administrator Views
TeleVantage Enterprise Manager
Service
Shows the current status of the TeleVantage Enterprise Manager
service manager components (see “About the Service view” on
page 5-35 for details.) See page 5-34 for information on how to start
and stop the TeleVantage Enterprise Manager service from the Service
view.
Registrar
Shows the Members in the domain. The Registrar view is only
available if you are running the Enterprise Manager Administrator on
the Registrar PC.
Member
Shows the status of this Member’s connection with its TeleVantage
Server.
Local Extensions
Shows the extensions on this Member’s
TeleVantage Server. See page 5-16.
Right-click to reconnect to the Member’s
TeleVantage Server (see section 2.7 in the
“Troubleshooting Guide” in Appendix A) or to
resolve synchronization problems between the
local extension and its associated H.323
Gateway users on other Members (see section
2.14 in Appendix A.)
Local Replication
Criteria
Shows the extensions on this Member’s
TeleVantage Server which will be replicated on
the Servers of other Members in the domain.
See page 5-15.
Remote
Extensions
Shows the H.323 Gateway users on this
Member’s TeleVantage Server that were
created as a result of replication. Each Gateway
user represents a local extension on another
Member’s TeleVantage Server. See page 5-28.
Remote Restricted
Ranges
Shows extension ranges reserved in the dial
plan on this Member’s TeleVantage Server. The
extensions on other Member Servers that fall
within this Member's Remote Restricted Ranges
will not be replicated to this Member's Server.
See page 5-17.
5-5
Administrator Views
TeleVantage
Domain Members
Lists all of the Members in the TeleVantage
domain and their subscription status. See page
5-25.
Right-click to add a new Member to the domain
(see page 5-22) or to re-synch the domain (see
section 2.9 in Appendix A.)
Event Viewer (Local)
Application
Security
These three views display Windows Event Logs, exactly as in Windows
Event Viewer.
System
TeleVantage
Enterprise Manager-related events are logged to the TeleVantage
Event Log. See page 5-36 for more information.
Configuring Member replication__________________________
Configuring replication on a Member consists of the following:
Q Controlling Member replication. See page 5-6.
Q Specifying replication criteria on a Member. See page 5-10.
Q Creating restricted replication ranges (optional.) See page 5-17.
Controlling Member replication
You can control when and how user updates are processed on a Member in order
to maintain performance on the TeleVantage Server associated with the Member.
Important: Controlling replication is critical so that the Member Server’s
TeleVantage database is not burdened with replication activity during business
hours.
Creating large numbers of H.323 Gateway users as a result of replication can slow
down a TeleVantage Server because of the volume of activity generated by
preparing and sending outgoing updates to other Members, and processing
incoming updates received from other Members.
5-6
The highest level of activity is associated with the following events:
Q Replicating many extensions (or a large range of extensions) for the first
time
Q Deleting a large number of extensions (or a large range of extensions)
Q Adding a new Member to the domain (which can cause replication of a
large number of extensions)
Note: It may take awhile before updates are completed on a specific Member,
especially if updates were received from several other Members. For example,
when a new Member is added to the domain, each existing Member receives
updates for extensions on the new Member, but the new Member receives updates
from all of the other Members in the domain.
You can allow replications to be processed whenever they occur (the default), or
you can prevent processing from occurring on specific days and times. You can
also specify that Enterprise Manager pause for a specified number of seconds
between each update in order to stagger the workload and prevent large numbers
of updates from impacting TeleVantage Server performance. For instructions, see
page 5-8.
If you manually resynchronize one or more extensions in the Local Extensions
view (as described in section 2.14 in Appendix A.), that request will not be
processed on a specific Member during restricted days and times.
Note the following:
Q The day and time settings that you specify only restrict incoming updates
from other Members. Updates originating on this Member will be sent
regardless of any day or time restrictions that you specify.
Q The pause setting affects both incoming and outgoing updates.
Q Personal status updates are processed whenever they occur, regardless of
the day, time, and pause settings.
Q Incoming updates will not be processed between the hours of midnight
and 2:00 AM., in order to give SQL Server a chance to execute
housekeeping scripts (for example, consistency checks.)
5-7
To control when user updates are processed
1.
TeleVantage Enterprise Manager Properties dialog box opens.
2.
On the Performance tab, specify the following:
Q User replication pauses __ seconds between each update.
Select this checkbox to pause each time the TeleVantage database is
updated while processing user updates in order to stagger the
workload of database activity. Enter the number of seconds to pause,
up to 99 seconds.
5-8
Q User Replication. Select one of the following:
Q Allowed at all times. Select this option to allow H.323 Gateway
users to be created, updated, or deleted at any time.
Q Disabled during the following hours. Select the checkbox for
each of the Days when you want to restrict replication. Accept
the default restricted hours for each day (09:00 AM - 05:00 PM),
or type in a new range.
3.
5-9
Specifying replication criteria on a Member
For each Member, you choose which extensions will be replicated on the other
Members in the TeleVantage domain. Replicated extensions have corresponding
H.323 Gateway users with identical extension numbers on the other Members in
the domain, and can be dialed directly by users on any Member.
By default, no extensions are marked for replication. You can mark extensions for
replication either before or after adding a Member to the TeleVantage domain.
Also, you can specify extensions for replication that have not yet been created in
the TeleVantage Administrator on the Member’s TeleVantage Server.
Extension conflicts and replication
Enterprise Manager does not replicate an extension to another Member’s
TeleVantage Server if there is an extension conflict. For example, if both the
NYC and Paris Servers each have a local user x102 (but the Boston Server does
not), and extension 102 is added to the replication criteria on the NYC Server,
extension 102 will be replicated on the Boston Server, but not on the Paris Server.
Important: If you plan to replicate local extensions that are assigned DID
numbers, avoid duplicate DID numbers or overlapping DID ranges on the Members
in the domain. See section 2.12 in Appendix A, “Troubleshooting Guide.”
What extensions should be replicated?
Not all extensions need to be replicated, just those that you want users on other
Members to be able to dial directly. Some extensions that you should consider not
replicating include:
Q Private extensions and fax server extensions.
Q Door phones, or other extensions that only make sense to be used within
the local site.
Q IVR Plug-in extensions, if a copy of the IVR Plug-in resides on each
Member. This allows users to access the IVR Plug-in without consuming
network bandwidth for the inter-Server VoIP call.
Q The Enterprise Manager Utility user. The purpose of the Utility user is to
facilitate communication between the Enterprise Manager service and the
associated TeleVantage Server.
5-10
Important: Call Center queues cannot be staffed across different TeleVantage
Servers. After replicating the extension of an agent or supervisor located on one
TeleVantage Server, you cannot add the corresponding H.323 Gateway user’s
extension on another Server as an agent in a local queue on that Server. For
example, a Gateway user on the Paris Server (that represents a local user on the
NYC Server) cannot be added to a queue created on the Paris Server in order for
the NYC user to act as an agent in the Paris queue. If you want to support remote
call center agents, the agent must be defined on the same Server as the queue,
and you can use call forwarding to send that agent's calls to an external number.
For more information on remote agents, see Chapter 2 of the TeleVantage Call
Center Administrator’s Guide.
Replicating groups of extensions via workgroups
An easy way to replicate groups of local extensions is to create a TeleVantage
public workgroup that contains all of the local extensions that you want to
replicate. To select these extensions for replication, you simply select the
workgroup, rather than specify the extensions individually.
Using a workgroup can make maintenance easier over the long term. If you decide
later to remove an extension from replication, you can simply remove it from the
workgroup, rather than edit the replication criteria and remove the extension
manually.
For instructions on how to create a public workgroup, see Chapter 8 in
5-11
Marking local extensions for replication
To mark local extensions for replication to other Member Servers
1.
Member if necessary.
2.
Right-click Local Replication Criteria and then choose Edit Criteria.
The Edit Replication Criteria dialog box opens.
3.
Select which local extensions on the Member to replicate. There are two
methods of selecting extensions:
Q Replicate Extensions. Click Add to specify individual extensions or
extension ranges. The Add New Replication Criterion dialog box
opens.
Enter the extension ranges and individual extensions that you want to
replicate, separated by commas. Use a hyphen to indicate an
extension range. For example, a complete entry might be
12100-12499,12507,12510,12600-12699.
5-12
Q Replicate Members of Workgroup. If you have defined a public
workgroup to hold the extensions that you want to replicate, select
that workgroup from the left-hand list and then click Add >>. See
“Replicating groups of extensions via workgroups” on page 5-11 for
more information.
You can specify individual extensions, extension ranges, and
workgroups in any combination:
Note: Do not delete an extension or remove a workgroup in the
Replication Criteria dialog box unless you want to remove the extensions
from the other Member’s Servers in the TeleVantage domain. See
“Removing an extension from replication” on page 5-13 for more
information.
4.
Click Finish to save your changes.
The extensions you specified will be propagated across the domain the
next time that replication occurs on the Member, as determined by the
replication schedule on the other Members in the domain. For more
information, see “Configuring Member replication” on page 5-6.
All extensions may not be replicated if conflicts are detected on other
Member Servers (see “Extension conflicts and replication” on
page 5-10.) Once an extension is replicated for the first time, any
subsequent changes to the information listed on page 1-6 are
automatically sent to other Members during replication.
Removing an extension from replication
Removing a local extension from replication causes it to be removed from all
other Member Servers in the domain. That is, the H.323 Gateway users initially
created by Enterprise Manager after replication are deleted from the other
Member Servers. The local extension is unaffected.
To remove a local extension from the domain, you remove it from the replication
criteria. The next time replication occurs, the corresponding Gateway users are
deleted on the other Members in the domain.
5-13
To remove an extension from the replication criteria
1.
2.
Right-click Local Replication Criteria and then choose Edit Criteria.
The Edit Replication Criteria dialog box opens.
3.
Select which extensions on the Member to delete from the domain.
There are two methods of deleting extensions:
Q Replicate Extensions. Select the extension or extension range and
then click Delete.
Q Replicate Members of Workgroup. Select the workgroup from the
left-hand list and then click << Remove.
4.
Click Finish to save your changes. The extensions will be removed from
other Member’s TeleVantage Servers the next time that replication
occurs on the Members.
Note: By default, if there are voice messages in the Inboxes of H.323 Gateway
users on other Servers in the domain that have not yet been forwarded to the local
extension’s home Inbox, the corresponding Gateway user is not deleted on that
Server. This provides you an opportunity to archive the voice messages before
deleting the Gateway user manually. See section 2.15 in the “Troubleshooting
Guide” in Appendix A for more information, including instructions on how to change
the default behavior.
5-14
Viewing replication criteria
To view the extensions and workgroups that will be replicated, click Local
Replication Criteria in the left pane of the Enterprise Manager Administrator
(expand Member if necessary.)
Changing replication criteria
You can change the replication status of an extension or workgroup at any time.
If you decide that one or more extensions—or all the extensions in a
workgroup—should no longer be replicated, simply remove the extensions or the
workgroup from your replication criteria (see “Specifying replication criteria on
a Member” on page 5-10). Enterprise Manager on the other Members
automatically deletes the corresponding H.323 Gateway users.
Likewise, when you add a new extension to your replication criteria, Enterprise
Manager automatically creates the corresponding Gateway user for that extension
on the other Members.
Important: Changes to extensions on other Members may be delayed if you
have restricted when replications are processed.
5-15
Viewing a Member’s local extensions
You can use the Local Extensions view as an aid when specifying replication
criteria on a Member, or to check the current replication status of each extension.
To view a list of all local extensions on the Member
1.
5-16
In the left pane of the Enterprise Manager Administrator, click Local
Extensions (expand Member if necessary.).
Local Extensions view
Extension
TeleVantage extension on this Member. Click the Up or Down Arrow icon in the
column heading to reverse the order in which extensions are sorted.
Name
Name associated with the extension, for example “Mary Smith” or “Sales
Queue”.
Type
Type of TeleVantage extension:
User
Auto Attendant
Workgroup (only if the workgroup has an assigned extension)
Queue
ACD Workgroup User
IVR Plug-In
Last Sent
Date and time when replicated extension settings were last updated across the
TeleVantage domain Member Servers.
Replicate
Contains “Yes” if the extension or workgroup has been selected for replication.
See “Specifying replication criteria on a Member” on page 5-10.
Errors
If blank, the extension replicated successfully on all Members in the domain,
else this column displays information about a failed replication, including the
name of the Member where the failure occurred. See sections 2.10 and 2.11
for some tips for troubleshooting replication problems.
Note: In a domain with more than 2 Members, the Errors column only shows
information about a failed replication on one of the other Members. Once the error on that
Member is resolved, if there is an error on another Member in the domain, the Errors
column will identify that Member.
Creating restricted replication ranges
You can reserve extensions or extension ranges in the dial plan on a Member by
creating a restricted range. If a restricted extension is assigned locally on another
Member in the domain, that local extension cannot be replicated on the Member
where the extension number was restricted.
For example, you create a restricted range of extensions 100-199 on the NYC
Member. If an administrator on the Paris Member assigns extension 101 to a user,
and then selects that extension for replication, the replication will fail on the NYC
Member, even if the extension is not currently assigned on the NYC Member. The
H.323 Gateway user representing local extension 101 on the Paris Member
cannot be created on the NYC Member, since it is part of a restricted range.
5-17
Note: Creating a restricted range on a Member does not prevent administrators
on other Members from assigning a restricted extension locally. The local
extension will successfully replicate on any Members in the domain where the
extension number was not explicitly restricted.
To create a restricted replication range
1.
2.
Right-click Remote Restricted Ranges and then choose Edit
Restricted Ranges. The Edit Restricted Ranges dialog box opens.
3.
Click Add to reserve individual extensions or extension ranges. The
Add New Restricted Range dialog box opens.
Enter the extension ranges and individual extensions that you want to
reserve for use on this Member, separated by commas. Use a hyphen to
indicate an extension range.
4.
5-18
Click OK, and then click Finish to save your changes.
Creating a restricted range after a local extension has been
replicated
If a local extension has successfully replicated on this Member and you
subsequently restrict that extension, the H.323 Gateway user that corresponds to
that local extension will be deleted from this Member when you save your
changes in this dialog box.
You can recognize this situation in the Local Extensions view in the Enterprise
Manager Administrator. The Errors column for the extension in question will
display a message similar to the following:
Extension x131 is within restricted range ‘100-150’
Viewing restricted ranges
To view the extension ranges that will be not allowed on other Members, click
Remote Restricted Ranges in the left pane of the Enterprise Manager
Administrator (expand Member if necessary.)
5-19
Distributing a user’s availability to other domain Members____
Enterprise Manager can distribute a replicated user’s availability status (whether
the user is on a call or not) across the TeleVantage domain so that a user on one
Member in the domain can check whether a user on another Member is on or off
the phone.
For example, a user on one TeleVantage Server can see whether a user on another
Server in the domain is available to take a call, based on that user’s hook state icon
in ViewPoint’s Extensions view.
Once distributed availability is enabled according to the following instructions,
the TeleVantage Server will send updates for replicated users to other Members
in the domain where distributed availability has been enabled, and will receive
similar updates from those Members as well.
To enable distributed availability
1.
5-20
2.
On the Member tab, in the Distributed Availability section select the
Enabled checkbox, and then click OK.
5-21
Adding Members to the domain __________________________
You create a TeleVantage domain by adding each Member to the domain using
the Enterprise Manager Administrator for the Registrar.
Important: You must add the Member that is installed on the same TeleVantage
Server as the Registrar component to the domain as well.
When you add a Member to the TeleVantage domain, Enterprise Manager
automatically creates all the TeleVantage components needed to link that
Member’s TeleVantage Server to other Servers in the domain.
Important: On each prospective Member, the Enterprise Manager Member
component must have been successfully installed and the Enterprise Manager
service successfully started for these components to be created. For information
on how to verify that your system is operational, see section 1 in the
“Troubleshooting Guide” in Appendix A.
This section describes how to do the following:
Q Add a Member to the domain. See page 5-22.
Q Understand and avoid name and extension conflicts. See page 5-27.
Q View local and remote extensions. See page 5-28.
Q Test the addition of a Member. See page 5-31.
Q Back up your system after adding Members. See page 5-31.
Q Remove a Member from the domain. See page 5-32.
Adding a Member to the TeleVantage domain
Use this procedure to add each Member to the TeleVantage domain. If a Member
is not added, replicated extensions will not be sent or received from that Member.
1.
5-22
Registrar, right-click Registrar. (If there is no Registrar entry in the left
pane, then you did not install the Registrar component on this
TeleVantage Server.)
Note there should not be more than one TeleVantage Server in a domain
with the Registrar component installed.
2.
Choose New > Member. (If the Member option is not available, the
Enterprise Manager service is not running.)
The New TeleVantage Domain Member dialog box opens.
5-23
3.
Enter the following information about the Member:
Q Member. Enter a name for the new Member. This name appears in
the TeleVantage Domain Members view in all Enterprise Manager
Administrators, and is used to name all dialing services and H.323
Gateways created when the Member is added. For this reason it is
recommended that you name the Member in a way that clearly
identifies it, for example, after its location (‘NYC’.)
Q Address. Enter either the DNS-resolvable name (this is preferred
—for example, ‘nyc.mycompany.com’) or IP address of the Member
Server that you that are adding to the domain. This address is used by
the Enterprise Manager services to communicate with each other
across the domain. (To identify the IP address of the Member Server,
run ipconfig from the command line on the Member Server.)
Q TeleVantage Internet Span Address. Each Member's TeleVantage
Server must have a properly configured H.323 Span. Enter the
DNS-resolvable name (for example, ‘voip.mycompany.com’) or the
IP address of the TeleVantage Server's H.323 span that you want to
use for VoIP calls between Member Servers.
If you leave this field blank, Enterprise Manager will provide it when
the Member Server is added to the domain if both of the following
are true:
Q The Internet telephony board is physically installed on the
Member’s Server.
and
Q The required H.323 span has been configured on the Member’s
Server using the TeleVantage Administrator.
Q Communication Ports. Optionally, specify the port numbers that
the Enterprise Manager services use to communicate with each other.
For more information on how the ports are used, see
“Member-to-Member network requirements” on page 2-3.
The port number you use must be the same port number you entered
for this Member on the Member tab of the Configure TeleVantage
Enterprise Manager dialog box. See “Configuring basic settings on a
Member” on page 4-13.
5-24
Note: If there is a firewall in place between this TeleVantage Server and
the other Servers in the domain, see important information in “Firewall
requirements” on page 2-4.
If you need to change this port number at a later time, see “Changing the
Enterprise Manager service port numbers” on page 5-37.
For example:
4.
Click Finish to save your changes. The Registrar attempts to add the
new Member to the TeleVantage domain. During this process (which
can take several seconds), the status of the Member in the Registrar view
remains “Invited.”
5-25
Once the Member is successfully added, the status changes to
“Subscribed.” (You must choose Action > Refresh to update the
screen.) If the attempt to add a Member fails, the status remains
“Invited” and the failure is logged to the TeleVantage Event Log (see
“Viewing TeleVantage Event Logs” on page 5-36.) See section 2.5 in
Appendix A for some troubleshooting tips.
Note: Repeat these steps to add each of the Members to the domain.
Be sure to add the Member that is installed on the TeleVantage Server
as the Registrar component.
Results of adding a Member to the domain
The following components are automatically created or updated for each Member
in the domain:
Q H.323 Gateways. An H.323 Gateway is created on each Member to
connect to the other Members.
For example, if there are 3 Members in the domain, each connected to one
of 3 TeleVantage Servers (Paris, NYC, and Boston), there will be 6 H.323
Gateways created, 2 on each Member:
Paris to NYC (representing an H.323 Gateway on Server Paris that
points to Server NYC)
NYC to Paris
Paris to Boston
Boston to Paris
NYC to Boston
Boston to NYC
Q Dialing services. An Internet-to-Centrex/PBX dialing service is created
on each Member to handle calls to the other Members.
In the same 3-Member domain described above, there will be 6
Internet-to-Centrex/PBX dialing services created, 2 on each Member.
Q H.323 Gateway users. A Gateway user is created on each Member for
each replicated extension on the other Members in the domain. These
Gateway users allow internal dialing between Members. For more about
replication, see “Specifying replication criteria on a Member” on
page 5-10.
Important: Do not edit or delete the H.323 Gateway users, the Utility user, the
H.323 Gateways, or the dialing services that are created by Enterprise Manager.
These components are managed automatically—if you edit or delete them, your
changes may be overwritten or Enterprise Manager may not work at all.
5-26
To remind you not to edit or delete these components, the following message is
added to the Comments column for the component in the corresponding
TeleVantage Administrator view (Users, H.323 Gateways, and Dialing Services):
This <user/H.323 Gateway user/H.323 Gateway/dialing service>
is maintained by Enterprise Manager Member <Member>. Last
updated <date,time>
About name and extension conflicts
Before creating a TeleVantage domain, you must prepare your extensions and
user names to avoid conflicts. Each TeleVantage extension in the domain must
have a unique full name and extension.
Important: If you try to replicate a local extension whose extension or full name
already exists elsewhere on the TeleVantage domain, the extension will not be
replicated to the Member’s Server with the conflict. (Replication will be successful
on all Member Servers that do not have a conflicting extension # or name.)
Similarly, if you change the extension or full name of a local extension that had
already been successfully replicated, resulting in a conflict, the H.323 Gateway
user will be deleted from any Member where the conflict exists. Any conflicts
detected appear in the Errors column in the Local Extensions view. While
extension conflicts prevent that extension from being dialed directly from another
TeleVantage Server, the errors are benign and can be ignored if you do not need
this functionality for the extensions in conflict.
For some tips on troubleshooting replication problems, see sections 2.10 and 2.11
in Appendix A, “Troubleshooting Guide.”
Avoiding extension conflicts
All extensions on the TeleVantage domain that you want to be directly dialable
from all Members must be unique across all Members, including Members that
you may add in the future. Extension conflicts can occur between any type of
extension, including users, auto attendants, queues, workgroups, and IVR
Plug-ins. For example, if a user on the Paris Server has extension 123, and a
workgroup on the NYC Server has extension 123, a conflict will occur if one or
both of the extensions are replicated.
One way to ensure unique extensions is to give each Member a different prefix
for its extension range. For example, you might have all extensions on the Paris
Server begin with 1, and all extensions on the NYC Server begin with 2.
Another way to ensure unique extensions is to give each Member a different
extension range for extensions that will be replicated across the domain. For
example, extension ranges in a 3-Member domain could be assigned as follows:
Paris: extensions 1000-1999
NYC: extensions 2000-2999
Boston: extensions 3000-3999
5-27
In some cases having extension conflicts can be useful. For example, if you have
an IVR Plug-in on your system, it would make sense to install the IVR Plug-in on
all TeleVantage Servers in the domain, assign the same extension to it on each
Server, and then not replicate that extension to other Members in the domain. That
way all users can dial the IVR Plug-in locally without using IP resources.
For more information about choosing extensions, see “Assigning an extension” in
Chapter 6 in Administering TeleVantage.
Viewing local and remote extensions
To view the extensions in the TeleVantage domain, use the Local Extensions and
Remote Extensions views in the TeleVantage Enterprise Manager Administrator.
For more using about the Local Extensions view, see “Viewing a Member’s local
extensions” on page 5-16.
The Remote Extensions view shows the H.323 Gateway users on the Member that
were created as a result of replication. Each Gateway user represents a local
extension on another Member.
To view the remote extensions in the domain, in the left pane of the Enterprise
Manager Administrator, click Remote Extensions (expand Member if
necessary.)
5-28
Note: The Remote Extensions view will be empty until you have received
extension information from other Members as a result of replication.
Remote Extensions view
Extension
Extension of an H.323 Gateway user that has been replicated.
Click the Up or Down Arrow icon in the column heading to
reverse the order in which extensions are sorted.
Name
Name associated with the extension, for example “Mary Smith”
or “Sales Queue”.
Last Received
Date and time when the information was last updated on this
Member by an update sent by another Member.
Viewing replicated extensions in TeleVantage
Local extensions, H.323 Gateway users, and the Utility user are also displayed in
the TeleVantage Administrator and TeleVantage ViewPoint.
Note: In the following two graphics, some of the columns shown in the view by
default have been removed and other columns added in order to show Enterprise
Manager-related information.
In the TeleVantage Administrator Users view, the Gateway Name column to
identify the Member Server name for replicated extensions:
5-29
The Comments column identifies an extension created and maintained by
Enterprise Manager. To remind you not to edit or delete these extensions, the
following message is added to the Comments column for the extension in the
TeleVantage Administrator view Users view:
This user is maintained by Enterprise Manager Member <Member>.
Last updated <date,time>
In the TeleVantage ViewPoint Extensions view, use the Location column to
identify the Member Server name for replicated extensions. For local extensions,
the Location column is blank.
If distributed availability (see page 5-20) is enabled on this Member, the off-hook
or on-hook icon in the Phone Status column in the Extensions view indicates
whether the local extension represented by an H.323 Gateway user is on a call or
not. If the Phone Status column displays a face icon for a Gateway user, it means
that no phone status is available for any of the following reasons:
Q Distributed availability is not enabled on the Member, has just started up
but has not yet processed updates from other Members in the domain, or
the updates failed for some reason.
Q Enterprise Manager is not installed on the Member.
5-30
Testing the addition of a Member
To see if a Member was successfully added, check the following:
Q Did the new Member’s status change to “Subscribed”?
In the Enterprise Manager Administrator for the Registrar, go to the
Registrar view.
Q If the new Member’s Status column shows “Subscribed”, the
Member was successfully added to the domain. (Choose Action >
Refresh to update the screen.)
If the Status column still reads “Invited” or there is an error message,
see section 2.5 in Appendix A for some troubleshooting tips.
Q Were all the extensions replicated that should have been?
If you marked any extensions for replication, in the Enterprise Manager
Administrator, go to the Local Extensions view.
Q If an extension was replicated successfully, the Errors column will be
blank.
If there are errors, see section 2.10 in Appendix A for some
troubleshooting tips.
Q Can you dial local extensions on the new Member directly?
If an extension replicated successfully, try to dial it. Verify that the call
goes through as if the extension had been dialed locally. If you cannot dial
the extension, see section 2.17 in Appendix A for some troubleshooting
tips.
Backing up your system after adding Members
After successfully adding all of your Members to the TeleVantage domain (or
anytime that you add or remove Members from the domain), back up the
TeleVantage database to reflect your changes, so that in the event of a problem
you can restore a version of the database that includes the new information. For
instructions, see Chapter 12 in Administering TeleVantage.
Also, back up or export the Registrar data file at the same time so that you can
easily recreate your domain if necessary. To do so, do one of the following:
Q In the left pane, right-click Registrar and then click Export Domain List
to XML.
Q Copy the following file from the Registrar Server. The default location is
C:\Program Files\TeleVantage Enterprise Manager\Data.
Reg_RegistrarRegData.xml
5-31
If you need to recreate your domain at a later time, import the domain list that you
exported. To do so, in the left pane right-click Registrar and. then click Import
Domain List from XML and point to the exported file.
Removing a Member from the domain
Use this procedure to remove a Member from the domain, as well as all of the
associated replicated extensions, H.323 Gateway users, and so forth from the
Member’s TeleVantage Server.
When you remove a Member according to the following instructions, the
following are deleted:
Q H.323 Gateway users on the Member Server (representing local
extensions on other Member Servers)
Q H.323 Gateway users on other Member Servers (representing local
extensions on the Member Server being removed)
Q Dialing services to and from this Member Server on all Member Servers
in the domain
Q H.323 Gateways pointing to and from the Member Server on all of the
Member Servers in the domain
Important: An H.323 Gateway user will not be deleted if there are voice
messages in the Gateway user’s Inbox that have not yet been forwarded to the
local extension’s home Inbox, so that you have an opportunity to archive the
messages. For more information, see section 2.15 in Appendix A,
“Troubleshooting Guide.”
Important: If you re-add the Member to the domain at a later time, the deleted
Gateway users and dialing services will be recreated automatically on the Member
Server.
To remove a Member from the domain
5-32
1.
Registrar, click Registrar.
2.
In the right pane, right-click the Member that you want to remove.
3.
Click Delete, and then click OK.
Maintaining a TeleVantage domain________________________
With Enterprise Manager there is no longer any need to manually update H.323
Gateway users, dialing services, or H.323 Gateways. Whenever you make a
change locally, Enterprise Manager automatically detects that change and makes
the corresponding changes on all Members in the TeleVantage domain.
This section describes how to perform the following tasks:
Q Updating extensions. See page 5-33.
Q Starting and stopping the Enterprise Manager service. See page 5-34.
Q Viewing TeleVantage Event Logs. See page 5-36.
Q Changing the Enterprise Manager service port numbers. See page 5-37.
Q Changing the Registrar in the domain. See page 5-38.
Q Using Internet-to-Phone Number dialing services. See page 5-39.
Q Using contact PIN identification across Member Servers. See page 5-40.
Q Using remote management software. See page 5-40.
Updating extensions
You continue to add, delete, and edit TeleVantage extensions in TeleVantage as
you normally would using the TeleVantage Administrator. Enterprise Manager
automatically propagates updates to TeleVantage extensions to other Members in
the domain, based on your Member’s replication criteria:
Q Adding extensions. Enterprise Manager checks to see if the new
extension should be replicated, based on the Member’s replication criteria
(see “Specifying replication criteria on a Member” on page 5-10). If so,
Enterprise Manager automatically creates a corresponding H.323
Gateway user for the extension on each other Member.
Q Deleting extensions. If a deleted extension is a replicated extension,
Enterprise Manager automatically deletes all corresponding H.323
Gateway users on all other Members. By default, if a Gateway user’s
Inbox contains voice messages that have not yet been forwarded to the
local extension’s home Inbox, the Gateway user will not be deleted (see
section 2.15 in the “Troubleshooting Guide” in Appendix A for more
information.)
Q Editing extensions. When you edit a replicated extension (for example,
changing the spelling of a user’s name), the change is automatically
propagated out to the other Members on the domain, and the
corresponding Gateway user on each Member is updated accordingly.
5-33
Q Adding, editing, and deleting extensions from within a replicated
workgroup. When you make changes to the extensions in a workgroup,
the changes are automatically propagated to the other Members in the
domain.
Starting and stopping the Enterprise Manager service
You use the Service view of the Enterprise Manager Administrator to start and
stop the Enterprise Manager service, and to view service status.
While the Enterprise Manager service is stopped, the Member no longer receives
updates from or sends updates to the other Members in the domain. However,
stopping the service does not prevent existing users from placing or receiving
phone calls to or from the Member across the domain.
Note: If you want to temporarily prevent dialing from a Member, disable the
TeleVantage Server’s Internet-to-Centrex/PBX dialing services (as described in
Administering TeleVantage) that handle calls to the other Members in the domain.
Stop the Enterprise Manager service before performing the following tasks:
Q Upgrading to a newer version of TeleVantage Enterprise Manager
Q Resetting the Enterprise Manager Utility user (see page A-5 for tips on
troubleshooting problems with the Utility user)
Q Uninstalling Enterprise Manager (see Appendix C.)
To start or stop the Enterprise Manager service
1.
TeleVantage Enterprise Manager, and then click Service. The current
status of each Enterprise Manager service manager is displayed in the
right pane.
2.
In the left pane, right-click Service, and then choose Start Service or
Stop Service. It may take a few moments before you see the individual
service manager statuses start to update. If the Enterprise Manager
service does not start completely, see page A-4 for some
troubleshooting tips.
Note: If the Registrar Properties dialog box opens, it means that you did
not provide the Registrar’s Network Address after installing Enterprise
Manager. Perform the steps described in “Configuring the Registrar” on
page 4-11, and then try to start the service again.
5-34
About the Service view
The Service view is broken out into 5 individual service manager components.
The service managers manage the following on a Member:
Q Domain Manager. List of other Members in the domain.
Q Extension Manager. Replication of extension updates.
Q Voice Mail Manager. Forwarding of voice messages to users’ home
Inboxes.
Q Personal Status Manager. Personal status updates.
Q Availability Manager. Distributed availability updates.
The possible statuses for each service manager are:
Q Stopped.
Q Starting.
Q Running.
Q Standby. In Standby, the service manager is waiting for some condition
to be met before it can start. For example, Extension Manager will not run
until the TeleVantage Server is running.
5-35
When you start the Enterprise Manager service, the status of each of the five
service managers progresses from Stopped to Starting, Standby, and finally
Running. It may take several minutes for all of the service managers to fully start
on the Member, based on various factors including the size of the TeleVantage
database, the number of replicated users, the number of Members in the domain,
and so forth.
Some of the service managers (Extension Manager, Voice Mail Manager) take
longer to initialize than others (Domain Manager, Availability Manager.) Being
able to view the status of individual service managers lets you know when the
system has fully initialized. For example, until Extension Manager is Running,
user updates will not be sent to and from the Member.
Note: Availability Manager will never start unless the Distributed Availability
checkbox is selected in the Configure TeleVantage Enterprise Manager dialog box.
See “Configuring basic settings on a Member” on page 4-13 for instructions.
About version checking
Important: When you start the Enterprise Manager service, it performs a version
check to verify that the TeleVantage and Enterprise Manager versions are
compatible. If they are not, the service will fail to start.
To display the versions on your system, do the following:
Q To display the TeleVantage version number, choose Help > About
Vertical TeleVantage in the TeleVantage Administrator. (The version
number is also displayed on the TeleVantage Administrator splash
screen.)
Q To display the Enterprise Manager version number, in the left pane of the
Enterprise Manager Administrator, right-click TeleVantage Enterprise
Manager and then choose Properties. In the Configure TeleVantage
Enterprise Manager dialog box, click the About tab. (The Enterprise
Manager version number is also displayed in the TeleVantage Domain
Members and Registrar views.)
If the version numbers match, they are compatible. If you need to obtain a newer
version of TeleVantage or Enterprise Manager so that they are compatible,
contact your TeleVantage Enterprise Manager provider.
Viewing TeleVantage Event Logs
The Enterprise Manager Administrator for each Member shows a log of system
events including those related to Enterprise Manager. See Appendix B for more
information about using the TeleVantage Event Logs with Enterprise Manager.
5-36
Changing the Enterprise Manager service port numbers
If you need to change either of the default port numbers used by the Enterprise
Manager service to communicate with its peers, you need to make the change in
two places according to the following instructions. For more information, see
“Member-to-Member network requirements” on page 2-3.
Note: If there is a firewall in place between this TeleVantage Server and the other
Servers in the domain, see important information in “Firewall requirements” on
page 2-4.
To change port numbers on the Member
1.
TeleVantage Enterprise Manager, and then click Properties. The
2.
On the Member tab, enter the new port number.
3.
Click OK to save your change.
4.
Stop and restart the Enterprise Manager service on the Member.
To propagate the new port numbers to other Members in the domain
1.
2.
In the right pane, right-click the affected Member, and then click
Properties. The Properties dialog box for the Member opens.
3.
Change one or both of the port numbers:
4.
Click OK to save your changes. The new port numbers are automatically
propagated to the other Members in the domain.
5-37
Changing the Registrar in the domain
You may want to change the Registrar Server in a TeleVantage domain in the
following situations:
Q You want to designate a different Registrar Server. For example, Server
A is the current Registrar, but you want to make Server B the Registrar.
Q The current Registrar PC has failed, and you need to install a new
Registrar PC.
To do so, perform the following steps:
1.
Do one of the following:
Q Modify an existing Enterprise Manager installation on one of the
Member Servers to include the Registrar component. (Before
running the Setup wizard to modify an existing installation, be sure
to stop both the TeleVantage Server and the Enterprise Manager
service.)
Q Install both the Member and Registrar components on a new
TeleVantage Server PC.
See “Installation steps” on page 4-3 for instructions.
2.
On each Member in the domain, do the following:
Q Stop the Enterprise Manager service.
Q On the Member tab of the TeleVantage Enterprise Manager
Properties dialog box, click Reset to reset the Registrar data on the
Member.
Q Start the Enterprise Manager service.
3.
Do one of the following:
Q In the left pane, right-click Registrar and then click Export Domain
List to XML. Then, on the new Registrar, in the left pane right-click
Registrar and then click Import Domain List from XML and point to
the exported file.
Q Copy the following file from the old Registrar Server to the new one.
The default location is C:\Program Files\TeleVantage Enterprise
Manager\Data.
Reg_RegistrarRegData.xml
5-38
4.
On the new Registrar Server, re-synch the domain. To do so:
Q Make sure that the TeleVantage Server and the Enterprise Manager
service are running.
Q In the left pane of the Enterprise Manager Administrator, right-click
Registrar.
Q Click Re-synch.
5.
Complete the process if either of the following apply:
Q If the new Registrar Server was not previously a Member of the
domain, and you want it to be a Member, add it according to the
instructions in “Testing the addition of a Member” on page 5-31.
Q If the old Registrar Server was previously a Member of the domain,
and you no longer want it to be a Member, remove it according to the
instructions in “Removing a Member from the domain” on
page 5-32.
Using Internet-to-Phone Number dialing services
You can created an Internet-to-Phone Number dialing service on any
TeleVantage Server in the domain to allow other Member Servers to place PSTN
calls from that remote Server.
For example, if you have two TeleVantage Servers in the domain (NYC and
Boston), a Internet-to-Phone Number dialing service created on the NYC Server
could allow local users in NYC to place PSTN calls from Boston's Server over the
VoIP connection between the Boston and NYC Servers, saving any long distance
charges that would have occurred if the NYC users had dialed the Boston phone
numbers directly. For more information, see “Creating H.323 Gateway dialing
services” in Chapter 15 in Administering TeleVantage.
After creating the Internet-to-Phone Number dialing service, you must give the
H.323 Gateway users created on the Boston Server (as a result of replication of
users on the NYC Server) the TeleVantage permission to Place external calls
when logged on via a trunk. This permission allows the users on the NYC Server
to use the dialing service to place external calls via the Boston Server. An easy
way to grant the permission is to create a role for all of the Gateway users on the
Boston Server, and make sure that the role has permission to Place external calls
when logged on via a trunk.
5-39
Without this permission, users on the NYC Server hear the message, “I’m sorry,
you do not have permission to dial this number” when they try to place an external
call via the Boston Server. (This permission is turned off by default to prevent
users from placing unauthorized calls on a TeleVantage Server.)
Important: Enterprise Manager automatically assigns extensions to the default
User role. You can create a special role for all H.323 Gateway users, but be aware
that you will have to manually assign each Gateway user to this role. Consider
adding the required permission to the default User role, if that works in your
organization.
See Chapter 6 in Administering TeleVantage, for instructions on how to create
roles and set permissions.
Using contact PIN identification across Member Servers
If a user in a TeleVantage domain has assigned PIN numbers to personal contacts,
those PIN numbers are handled correctly by other Servers. For example, if the
user at extension 140 has a contact with PIN 25, when a call comes in for
extension/PIN 14025, the user’s phone rings and the call is identified as coming
from the contact, no matter which Server initially took the call.
Using remote management software
To make administrating the TeleVantage domain easier, you can optionally use
remote management software such as the following:
Q Microsoft Terminal Services in remote administration mode (included
with Windows 2000 Server)
Q Microsoft Remote Desktop (a version of Microsoft Terminal Services
included with Windows XP Professional and Windows 2003 Server)
Q Symantec pcAnywhere
Q Real VNC (freeware available at www.realvnc.com)
Remote management software enables you to run operations on one PC from
another.
Q With remote management software in place, you can manage all the
Servers on your TeleVantage domain from a single location.
Q Without remote management software, to manage a Member you need to
physically go to the Member PC (and its associated TeleVantage Server,
if the Member component is not installed on the Server) in order to
manage the Member (and its Server.)
For more information about installing and using remote management software,
refer to the documentation that came with that software.
5-40
Appendixes
APPENDIX A
TROUBLESHOOTING GUIDE
APPENDIX A
Before you contact your technical support representative, please follow the steps
in this Troubleshooting Guide.
Follow these steps:
1.
Verify that your system is operational.
2.
Identify your symptom and attempt to resolve it. This section lists some
common symptoms and solutions.
3.
Report your problem to your technical support representative. If
following the steps in Sections 1 and 2 does not resolve your problem,
this section helps you collect the information and log files that technical
support needs in order to assist you.
The TeleVantage Event Logs contain information that can be helpful when
troubleshooting some Enterprise Manager Problems. For more information on
using the Event Logs, see Appendix B.
1
Verify that your system is operational
1.1
Does your system meet the requirements described in Chapter 2?
1.2
Did you follow the installation steps starting on page 4-3?
Did you also complete the installation according to the steps starting on page 4-7?
1.3
Are the Registrar and Members configured according to the steps
starting on page 4-11?
1.4
Can the Registrar and all Members communicate with each other?
1.
In the Registrar view of the Enterprise Manager Administrator, verify
that the status of each of the Members is Subscribed.
2.
In the Enterprise Manager Administrator on each Member, go to the
TeleVantage Domain Members view. Verify that all of the other
Members in the domain are visible. If there are missing Members on one
or more Members in the domain, on the Registrar, right click Registrar
and then click Re-synch to resynchronize the entire domain.
3.
Try to replicate a user to and from each Member. If this works, it means
that the network is working, the Member PCs are connected, and the
Enterprise Manager services on the various Members are
communicating with each other.
4.
Pick up a replicated user’s phone and call a user on another Member.
Repeat the call in the opposite direction.
If successful, the IP telephony boards are installed and configured
correctly. If not successful, use the TeleVantage Administrator to verify
that the H.323 Gateways and dialing services created by Enterprise
Manager are present.
1.5
Did you change the Enterprise Manager’s default ports 9001 and
9002?
By default, port 9001 is used by the Enterprise Manager service to communicate
with other Members in the domain, and port 9002 is used for sending user
availability status updates between Members. If you changed the defaults on a
Member, verify that the change was propagated to the other Members in the
domain via the Registrar. Or, change the port numbers back to the defaults. For
more information, see “Changing the Enterprise Manager service port numbers”
on page 5-37.
1.6
Are there any firewall restrictions on these ports?
If so, remove the restriction, or select another port number that is not subject to
the firewall restriction. For more information, see “Firewall requirements” on
page 2-4.
1.7
Are all Intel Dialogic IP telephony boards configured to use a
host-based VoIP stack?
A host-based VoIP stack is recommended for all new installations. Using an
embedded H.323 stack is only recommended for existing TeleVantage systems
which are upgrading to TeleVantage 7 and that are already using an embedded
stack. (For more about host-based vs. embedded stacks, see “IP trunks and RTP
resources” in Chapter 4 in Installing Intel Telephony Components.
If your boards are configured to use an embedded H.323 stack, reconfigure them
to use an embedded stack. To do so:
1.
A-2
Determine if your IP telephony boards support host-based VoIP stack
(see the “Trunk Resources by Board table” in Appendix E in Installing
Intel Telephony Components for details.)
2.
If your boards support host-based VoIP stack, edit each VoIP span in the
TeleVantage Administrator and change the Span type from Embedded
stack to Host-based stack.
If your boards do not support host-based VoIP stack, contact your
TeleVantage provider.
1.8
Have you synchronized the PC clocks across all Member Servers
in the domain?
This makes it much easier to interpret problem reports from different Members in
the domain.
2. Identify your symptom and attempt to resolve it
If your problem still occurs after you followed the previous checklist, see if the
symptom is included in the following list:
Q The Enterprise Manager service manager components do not start. See
page A-4.
Q ‘Enterprise Manager service failed to start: A valid Utility user name or
password was not found’ entry is logged to the TeleVantage Event Log.
See page A-5.
Q The Enterprise Manager service takes a long time to start. See page A-7.
Q One or more of the service managers in the Service view do not progress
to ‘Running’ status. See page A-7.
Q The status for a new Member does not change from ‘Invited’ to
‘Subscribed’ in the Registrar view (Registrar PC only). See page A-8.
Q Member subscribed successfully, but the dialing service or H.323
Gateway pointing to the new Member is not created on another Member
in the domain See page A-9.
Q In the Enterprise Manager Administrator, the Member tree is removed,
and the Member view shows “X - Unable to connect.” See page A-9.
Q “The Member has lost connectivity with the TeleVantage Server”
message box in the Enterprise Manager Administrator. See page A-10.
Q An Enterprise Manager dialing service or H.323 Gateway no longer
appears in the TeleVantage Administrator views. See page A-10.
Q A local extension was not replicated that should have been. See page
A-10.
Q A local extension that replicated successfully now shows an error in the
Local Extensions view. See page A-11.
APPENDIX A. TROUBLESHOOTING GUIDE
A-3
Q The Updated column for a user on the home Member shows a later date
and time than is shown for the corresponding H.323 Gateway user on
another Member in the domain. See page A-13.
Q Adding a Member takes a long time. See page A-12.
Q The H.323 Gateway user was not deleted even though the corresponding
local extension was removed from replication. See page A-13.
Q TeleVantage performance slows during replication. See page A-14.
Q A user cannot dial an extension or external number, even though the
extension has successfully replicated across the domain. See page A-15.
Q In TeleVantage ViewPoint, calls to remote phones appear to be answered
before they actually are. See page A-15.
Q Distributed availability updates are not propagated to other Members in
the domain. See page A-15.
Q Voice messages are not forwarded to the home Inbox. See page A-16.
Q Duplicate voice messages are forwarded to the home Inbox. See page
A-17.
2.1
The Enterprise Manager service manager components do not start
2.1.1
Possible causes
Check the TeleVantage Event Log for an entry that describes why the service
manager components failed to start. (For instructions, see “Viewing TeleVantage
event descriptions” on page B-2.)
Q The installed versions of Enterprise Manager and the TeleVantage Server
are not compatible. See “About version checking” on page 5-36.
Q The TeleVantage Server is not running.
Q A valid Enterprise Manager license was not found.
Q A valid Utility user name or password was not found (see section 2.2 in
this Appendix for details.)
Q The Registrar’s network address was not found.
Q If you are running a beta version of Enterprise Manager, the beta version
has expired.
Q Enterprise Manager cannot communicate with other Members because
Windows Firewall exceptions are not enabled.
Q Enterprise Manager cannot communicate with other Members due to a
problem creating a Windows Firewall exception.
A-4
Q Windows networking settings have been updated so Enterprise Manager
can operate properly. The Enterprise Manager computer must be restarted
before the new settings will take effect.
Q Enterprise Manager cannot communicate with other Members because
you have Internet Connection Firewall (ICF) enabled. To use this
application with a firewall, you must upgrade your PC to Windows XP
SP2 or higher. Alternatively you can disable ICF.
2.1.2
1.
Solution
See “Enterprise Manager Event Log events” on page B-3 and apply the
specific solution for the error that is causing your problem.
Note: The Availability Manager will never start unless the Distributed
Availability checkbox is selected in the Configure TeleVantage
Enterprise Manager dialog box. See “Configuring basic settings on a
Member” on page 4-13 for instructions.
2.
2.2
Try to start the Enterprise Manager service again.
‘Enterprise Manager service failed to start: A valid Utility user name
or password was not found’ entry is logged to the TeleVantage
Event Log
2.2.3
Possible causes
Any of the following problems with the Utility user will prevent the Enterprise
Manager service manager components from starting:
Q The Utility user was accidentally deleted.
Q The Utility user’s full name or password was changed inadvertently.
Q The password criteria changed on the TeleVantage Server and the Utility
user’s password no longer works. For example, a new digit sequence was
added to Prevent passwords that contain entries from the following
list (via Tools > System Settings > Security in the TeleVantage
Administrator), and the Utility user's password contains this digit
sequence.
2.2.4
Solution
Reconfigure the Utility user. To do so:
1.
Choose Start > Programs > TeleVantage Enterprise Manager >
2.
Stop the Enterprise Manager service if it is running.
3.
In the left pane, right-click TeleVantage Enterprise Manager and then
choose Properties. The Configure TeleVantage Enterprise Manager
dialog box opens.
A-5
4.
On the Member tab, click Configure in the TeleVantage Server
Properties section.
5.
The Configure Enterprise Manager Utility User dialog box opens:
Enter the following information about the TeleVantage Server with
which this Member communicates:
A-6
Q Administrator name. Name of any TeleVantage user with
Administrator privileges (either the user is a member of the
Administrators role, or has equivalent permissions.) The default
Administrator name is Admin.
Q Admin user password. Password of the user you specified in
Administrator name. (This password must also adhere to any new
TeleVantage password criteria. If necessary, you can enter a different
Administrator name and Administrator user password that meets
the criteria.)
Enter the following information about the Enterprise Manager Utility
user on this Member:
Q Name. Enterprise Manager Utility user’s name. The default user
name is Enterprise Manager.
Q Extension. A free (unassigned) extension that will be assigned to the
Enterprise Manager Utility user. (The Utility user’s extension is not
meant to be dialable, but you must enter a valid and available
extension number so that the Enterprise Manager Administrator can
create the Utility user.)
2.3
6.
Click OK twice to save your changes and close the Properties dialog
box. The Utility user is reset and a new Utility user password is
generated automatically.
7.
Restart the Enterprise Manager service.
8.
Back up the TeleVantage database so that in the event of a problem, you
can restore a version of the database that includes the new Utility user.
For instructions, see Chapter 12 in Administering TeleVantage.
The Enterprise Manager service takes a long time to start
As your TeleVantage database grows, it will take longer for the Enterprise
Manager service to start. To reduce the impact this may have on users, consider
starting and stopping Enterprise Manager service outside of business hours, or
adjust the settings on the Performance tab (see “Controlling Member replication”
on page 5-6.)
2.4
One or more of the service managers in the Service view do not
progress to ‘Running’ status
See “About the Service view” on page 5-35.
A-7
2.5
The status for a new Member does not change from ‘Invited’ to
‘Subscribed’ in the Registrar view (Registrar PC only)
Note: You must manually refresh the Registrar view to see the status change
(click Action > Refresh.)
Check the TeleVantage Event Log for an entry that describes why the Member
did not subscribe. (See “Enterprise Manager Event Log events” on page B-3.) Not
all of the causes listed below generate an Event Log entry.
2.5.5
Possible Causes
Q The Member is already part of another TeleVantage domain.
Q The Enterprise Manager service on the Registrar or Member is not
running.
Q You do not have two-way communication between the Registrar and
Member over the network. For example, there may be firewall restrictions
in place, or you are using a Network Address Translation (NAT) device.
2.5.6
1.
Solution
Address whatever issue is preventing the new Member from
subscribing.
Q If the failure is due to the Member’s Enterprise Manager service
being stopped, the new Member will respond to a subsequent
invitation once its Enterprise Manager service is started. (The
Registrar continues to send the invitation on an hourly basis.) If you
do not want to wait for this to occur, start the Enterprise Manager
service on the Member, and in the Enterprise Manager Administrator
right-click Registrar and then click Re-synch.
Q If there are firewall restrictions in place, or you are using a Network
Address Translation (NAT) device, make sure that the TCP port
number used by the Enterprise Manager services to communicate
with each other (either the default port 9001 or another port that you
specified) is available, and that any firewall or NAT holes are open
for this port.
A-8
2.
Delete the invited Member via the Enterprise Manager Administrator on
the Registrar.
3.
Add the Member again.
2.6
Member subscribed successfully, but the dialing service or H.323
Gateway pointing to the new Member is not created on another
Member in the domain
When you add a Member to the domain, each of the other Members tries to create
an H.323 Gateway and a dialing service that points to the new Member. The
H.323 Gateway is assigned an extension (for example, 89003) and the dialing
service is assigned an access code (for example, 77002). If either one conflicts
with something else in the dial plan on the new Member (for example, a user on
the new Member with the extension 77002), it will not be created.
One or both of the following entries are logged in the TeleVantage Event Log on
the Member that was trying to create the dialing service or H.323 Gateway AND
on the Event Log on the Registrar:
Enterprise Manager Member <Member A> could not create a Dialing
Service for Member <Member B> because <Member A> had a conflict
at x<extension>. Either change x<extension>, or the
Registrar’s Dialing Service prefix, then re-sync the Domain
from the Registrar.
Enterprise Manager Member <Member A> could not create an IP
Gateway for Member <Member B> because <Member A> had a conflict
at x<extension>. Either change x<extension>, or the
Registrar’s IP Gateway prefix, then re-sync the Domain from
the Registrar.
To fix the problem:
2.7
1.
On the Member, change the conflicting extension number, or change the
dialing service or H.323 Gateway prefix (see “Specifying H.323
Gateway and dialing service prefixes to avoid extension conflicts” on
page 4-12.)
2.
Re-synchronize the domain so that the dialing service and/or H.323
Gateway are created. To do so, in the Enterprise Manager Administrator
on the Registrar, right-click Registrar, and then click Re-synch.
In the Enterprise Manager Administrator, the Member tree is
removed, and the Member view shows “X - Unable to connect.”
This indicates that the TeleVantage database on the Member Server is no longer
available, either because the TeleVantage Server was stopped, or network
connectivity was interrupted.
The Enterprise Manager service itself checks for connectivity to the TeleVantage
Server once a minute. Once the Server is available again, Enterprise Manager
reconnects automatically.
A-9
However, the Enterprise Manager Administrator does not reconnect
automatically, so you need to reconnect manually. To do so, in the Enterprise
Manager Administrator, choose Action > Reconnect to TeleVantage. If the
TeleVantage Server is available, the “Unable to connect” message goes away and
the Member tree is displayed again.
2.8
“The Member has lost connectivity with the TeleVantage Server”
message box in the Enterprise Manager Administrator
See section 2.7 in this Appendix.
2.9
An Enterprise Manager dialing service or H.323 Gateway no longer
appears in the TeleVantage Administrator views
The dialing service or H.323 Gateway may have been deleted by accident or
mistake. To recreate the missing dialing service or H.323 Gateway:
2.10
1.
In the Enterprise Manager Administrator on the Registrar, right-click
Registrar.
2.
Click Re-synch.
A local extension was not replicated that should have been
In the Local Extensions view, the Errors column displays information about a
failed replication as well as the name of the Member where the failure occurred.
Note: In a domain with more than two Members, the Errors column only shows
information about a failed replication on one of the other Members at a time. Once
the error on that Member is resolved, if there is an error on another Member in the
domain, the Errors column will identify that Member.
2.10.7 Possible causes
Q The extension already exists on another Member in the TeleVantage
domain.
Q The full name associated with the extension already exists on another
Member in the TeleVantage domain.
Q The Enterprise Manager service is not running on all of the Members in
the domain.
Q If you are replicating a large number of extensions, replication may not
have completed yet on all Members.
Q Replication may be restricted on one or more other Members, and will be
processed at a later time.
Q The extension is part of a restricted range on one or more other Members
in the domain.
Q The Enterprise Manager service ports are not configured correctly.
A-10
2.10.8 Solution
Depending on the cause of the problem, do the following:
Q Resolve the extension/full name conflict.
Q Start the Enterprise Manager service on the affected Members.
Q Wait for replication to complete on the affected Members, or allow
replication to occur on the Members, if it is restricted. See “Configuring
Member replication” on page 5-6.
Q Remove the extension from any restricted ranges in the domain. For more
about using restricted ranges, see page 5-17.
Q Configure the Enterprise Manager service ports correctly. See section 1.4
2.11
A local extension that replicated successfully now shows an error
in the Local Extensions view
The H.323 Gateway user corresponding to a local extension that had been
successfully replicated is deleted from one or more Members in the domain. You
can recognize this situation by any of the following messages in the Errors
column in the Local Extensions view:
Extension conflict detected for x<extension>, ‘<User name>’
Name conflict detected for x<extension>, ‘<User name>’
Extension x<extension> is within restricted range ‘<range>’ on
<Member name>
Note: In a domain with more than 2 Members, the message in the Errors column
only shows information about one of the other Members at a time. After the error
on that Member is resolved, if there is an error on another Member in the domain,
the Errors column will identify that Member.
2.11.9
Possible causes
Q You changed the extension or full name of a local extension that had been
successfully replicated, resulting in a conflict on another Member.
Q The extension that replicated successfully was subsequently added to a
restricted range on one or more other Members in the domain.
2.11.10 Solution
Q Resolve the extension/full name conflict.
Q Assign an extension that is not part of a restricted range.
Q Remove the extension from any restricted ranges in the domain.
A-11
2.12
A local extension replicated successfully, but the extension’s DID
number is missing
When a local extension with a DID number is replicated, Enterprise Manager
checks if that DID number is already assigned to another extension on the other
Members in the domain. If the DID number is currently assigned to a local
extension on another Member (or to another H.323 Gateway user created on the
Member as a result of a previous replication), the Gateway user is created, but the
DID number is removed from that Gateway user.
When this occurs, the following message is added to the Comments column in the
Remote Extensions view:
DID <nnn> was removed from this user because it is already in
use by x<extension>
Also, the following entry is logged in the Event Log on the Member where the
new Gateway user was created:
DID <nnn> was removed from x<extension> because it is already
in use by x<extension>
Resolve the DID number conflict by assigning a different DID number to the local
extension. The Gateway user will be updated with the new DID number the next
time that replication occurs.
2.13
Adding a Member takes a long time
When you add a Member to the TeleVantage domain, it typically takes just a few
seconds to create the required H.323 Gateway users on the other Members.
However, under some circumstances, new Gateway users may not be created
right away.
Q If you have several hundred users, the process can take much longer
before all of the Gateway users are created on all Members.
Q If you specified when you want replication to occur on a Member, the
Gateway users may not be created until a later time, for example after
business hours.
Q You changed the pause setting on the Performance tab, so that it takes
longer for the process to complete.
To expedite adding a Member to the domain, allow replication to occur on the
other Members, if it is restricted. See “Configuring Member replication” on page
5-6.
A-12
2.14
The Updated column for a user on the home Member shows a later
date and time than is shown for the corresponding H.323 Gateway
user on another Member in the domain
The update on the other Member did not take place. Keep in mind that updates on
other Members will not occur during restricted days and times, so although the
Updated column on the other Member may show an earlier date and time, this
delay may be normal due to the replication restriction, and does not necessarily
indicate a synchronization problem that has to be corrected.
This problem can result from network connectivity problems that prevent an
update to the local extension being received on another Member in the domain.
Q To resynchronize all replicated extensions, in the left pane of the
Enterprise Manager Administrator, right-click Local Extensions, and
then click Re-synch All Users.
Q To resynchronize a single replicated extension, right-click the extension
in the right pane, and then click Re-synch User.
Information for the specified extensions is resynchronized across the domain.
Note that a resynchronization request will not be processed on other Members
during restricted days and times.
2.15
The H.323 Gateway user was not deleted even though the
corresponding local extension was removed from replication
Q The H.323 Gateway user could not be deleted because there are voice
messages in the Gateway user’s Inbox that have not yet been forwarded to
the local extension’s home Inbox. The following entry is logged in the
TeleVantage Event Log on the Member where the Gateway user was
created:
Enterprise Manager could not delete IP Gateway user
’<username>’ x<extension> because there are voice messages
that have not yet been delivered to the extension’s home
Inbox. Use the TeleVantage Administrator to archive the
voice messages, and then delete the IP Gateway user
manually.
A similar message is added to the Comments field for the Gateway user
in the Users view in the TeleVantage Administrator.
Q Replication may not have completed yet on the Member.
Q Replication may be restricted on the Member, and will be processed at a
later time.
A-13
2.15.12 Solution
Q Archive the unforwarded voice messages (to do so, change the Gateway
user’s password, log into TeleVantage ViewPoint as the Gateway user,
and then save the voice messages to another location.) Then, delete the
Gateway user manually via the TeleVantage Administrator.
Note: If Enterprise Manager cannot delete a Gateway user due to
unforwarded voice messages, it no longer maintains that user
automatically. Failure to delete the Gateway user manually may result in
an extension conflict if you decide to replicate the same local extension at
a later time.
To change the default behavior and delete the Gateway user regardless of
whether there are unforwarded voice messages in the Gateway user’s
Inbox, create the following TeleVantage Enterprise Manager registry
setting of the type String, and set it to “1”:
HKLM\Software\Artisoft\TeleVantage\Enterprise
Manager\ForceDeleteGatewayUser
For instructions, see “Changing TeleVantage registry settings” in
Appendix J in Installing TeleVantage:
Set the value to “0” (the default value) in order to have Enterprise
Manager delete the Gateway user only if there are no unforwarded voice
messages.
Q Wait for replication to complete on the Member, or remove the day and
time restriction.
2.16
TeleVantage performance slows during replication
Creating large numbers of H.323 Gateway users as a result of replication can slow
down a TeleVantage Server because of the volume of activity generated by
preparing and processing updates. (See “Configuring Member replication” on
page 5-6 for details.)
To minimize impacting TeleVantage performance do either or both of the
following, according to the instructions on page 5-8:
Q Set up replication to occur outside of business hours.
Q Specify a pause interval on the Performance tab to stagger the update
processing workload.
A-14
2.17
A user cannot dial an extension or external number, even though
the extension has successfully replicated across the domain
If you created an Internet-to-Phone Number dialing service on the home Member,
the H.323 Gateway users on the Member to which the dialing service points do
not have permission to use the dialing service to place calls. This problem may
also prevent a user from dialing an external number using the Internet-to-Phone
Number dialing service
2.17.14 Solution
To add the required permission, see“Using Internet-to-Phone Number dialing
services” on page 5-39.
2.18
In TeleVantage ViewPoint, calls to remote phones appear to be
answered before they actually are
When a user places a call to a replicated extension, the phone icon for the called
user in the ViewPoint Extensions view immediately changes to “off-hook”, even
though the called user has not yet answered the phone.
This problem occurs when the H.323 spans used by Enterprise Manager are not
configured correctly. To fix the problem, follow the steps in “Configuring the
H.323 spans used by Enterprise Manager” on page 4-17.
2.19
Distributed availability updates are not propagated to other
Members in the domain
This symptom can be caused by any of the following:
Q Distributed availability is not enabled on all of the Members in the
domain. To do so, see “Creating restricted replication ranges” on
page 5-17.
Q The Enterprise Manager service is not running on all of the Members in
the domain.
Q The Enterprise Manager service ports are not configured correctly. See
section 1.4 in this Appendix.
Q The network is down.
A-15
2.20
Voice messages are not forwarded to the home Inbox
A voice message may not be successfully forwarded due to any of the reasons
listed in section 2.20.15. If a voice message cannot be successfully forwarded,
Enterprise Manager automatically retries forwarding it according to the following
schedule:
Q Immediately
Q 15 minutes later
Q 30 minutes later
Q 60 minutes later
Q Every 4 hours
For every attempt after the fourth attempt, Enterprise Manager writes an entry to
the TeleVantage Event Log, indicating that forwarding failed. See “Enterprise
Manager Event Log events” on page B-3 for details.
Q The home Inbox associated with the extension is full.
Q The extension does not have a home Inbox.
Q The Enterprise Manager service is not running on the home Member.
Q The Enterprise Manager service on the home Member does not appear to
be running to the other Members in the domain because the static IP
address of the home Member changed (for example, due to network
downtime for maintenance.)
Q The TeleVantage Server associated with the home Member is not running.
Q The Enterprise Manager service port number used for voice mail
forwarding changed and the change was not propagated to the other
Members in the domain. See section 1.4 in this Appendix.
2.20.16 Solution
Q Delete voice messages that are no longer required from the home Inbox to
free up space.
Q Create a home Inbox for the extension if necessary. See “The Voicemail
tab” in Chapter 6 of Administering TeleVantage.
Q Start the Enterprise Manager service on the affected Member.
A-16
Q Update the static IP address on the affected Member and propagate the
change to the other Members in the domain via the Registrar.
If your network is supported by a DNS server, best practice is to use
DNS-resolvable names (for example, ‘nyc.mycompany.com’) where
possible instead of static IP addresses, so that if static IP addresses change
for any reason, the change will be managed by the DNS server.)
Q Start the TeleVantage Server associated with the home Member if it is not
running.
Note: Once Enterprise Manager starts retrying to forward the voice message
according to the schedule described previously, even if the reason for the problem
is resolved and new voice messages are forwarding normally, the saved voice
messages will not be forwarded until the next scheduled retry.
2.21
Duplicate voice messages are forwarded to the home Inbox
See section 2.20
3. Report your problem to your technical support
representative
If you still experience the problem after following the steps in Sections 1 and 2,
report your problem to your technical support representative.
Before reporting your problem to technical support, run the Problem Report
Wizard on each TeleVantage Server in the domain that is affected by the problem
(Registrar Server and Member Servers.) When in doubt, run the Problem Report
Wizard on all of the Servers where Enterprise Manager is installed.
In the Problem Report Wizard screens, be sure to provide complete details about
your problem, including the following:
Q Problem description
Q Circumstances under which the problem occurs, including:
Q Activities that preceded the problem occurring
Q If you had recently started or stopped the TeleVantage Server or the
Enterprise Manager service
Q Recent changes to TeleVantage or Enterprise Manager settings
Q Recent network changes
Q How often the problem occurs
Q Any patterns that you have observed
Q Steps to reproduce the problem
Q Any other relevant information
A-17
To run the Problem Report Wizard
1.
In the Enterprise Manager Administrator, choose Action > Report a
problem...
If the Enterprise Manager Administrator is not running, choose Start >
Programs > TeleVantage Enterprise Manager > TeleVantage
Problem Report Wizard.
2.
A-18
Follow the on-screen instructions.
APPENDIX B
READING THE TELEVANTAGE EVENT
LOGS
APPENDIX B
This appendix describes Enterprise Manager-related information displayed in the
TeleVantage Event Logs.
Enterprise Manager writes to the Event Logs as a result of the following events:
Q Each time the TeleVantage Enterprise Manager service was started or
stopped
Q Each time the TeleVantage Enterprise Manager service connected to or
disconnected from the TeleVantage Server
Q Each time a Member was added or removed from the TeleVantage
domain
Q An error occurred, for example:
Q The Enterprise Manager service failed to start.
Q A Member did not subscribe successfully.
Q A voice message was not forwarded successfully to another Member.
E-mail notification of Enterprise Manager-related events______
If e-mail notification has been properly configured on each Member’s
TeleVantage Server, e-mail notifications for all Enterprise Manager events are
automatically sent to all TeleVantage administrators when they occur, so you do
not need to manually monitor the TeleVantage Event Logs on each Member. See
‘Configuring e-mail notification and Exchange synchronization’ in Chapter 10 of
Installing TeleVantage and ‘Setting e-mail notification’ in Chapter 6 of
Administering TeleVantage for more information.
Viewing TeleVantage event descriptions ___________________
To view TeleVantage Event Logs
1.
In the left pane of the Enterprise Manager Administrator, expand Event
Viewer (Local), and then click TeleVantage.
Enterprise Manager-related events are identified by ‘TVEM’ in the
Source column.
B-2
2.
For details, double-click an Event Log entry to open the Event
Properties dialog box.
Enterprise Manager Event Log events _____________________
This section describes the events logged to the Event Logs by Enterprise
Manager.
Event
Details
This software is not
compatible with the
installed version of the
TeleVantage Server
The installed versions of Enterprise Manager and the TeleVantage Server are
not compatible. See “About version checking” on page 5-36.
TeleVantage Enterprise
Manager service started Version <version#>
The Enterprise Manager service was started successfully. The message also
provides the Enterprise Manager version and build number.
APPENDIX B. READING THE TELEVANTAGE EVENT LOGS
B-3
Event
Details
Manager service failed to
start: <reason>
The Enterprise Manager service did not start. Correct the problem and try
again.
Reasons:
B-4
Q The product is not configured
correctly
Reinstall Enterprise Manager.
Q A valid Enterprise Manager
license was not found
There is no valid Enterprise Manager
license on the Member. See “Entering
and activating the Enterprise Manager
license” on page 4-7.
Q A valid Utility user name or
password was not found
The Enterprise Manager Utility user was
edited or deleted. See section 2.2 in
Appendix A, “Troubleshooting Guide” for
details.
Q The address of the Registrar
was not found.
The Network Address field for the
Registrar is blank. See “Configuring the
Registrar” on page 4-11.
Q The beta version of this
software has expired
Contact your technical support
representative.
Q TeleVantage Enterprise
Manager cannot communicate
with other Members because
Windows Firewall exceptions
are not enabled. Contact your
system administrator to
enable Windows Firewall
exceptions.
Windows XP only: Enterprise Manager
does not have permission to change the
firewall. Enable Windows Firewall
exceptions on this system.
with other Members due to a
problem creating a Windows
Firewall exception. To use this
application contact your
system administrator to
disable the Windows Firewall.
Windows XP only: Enterprise Manager
has permission to change the firewall,
but failed to. Disable Windows Firewall
exceptions on this system.
Event
Connection failed: Client
version is lower than the
minimum required.
Details
Q Windows networking settings
have been updated so
Manager can operate properly.
The TeleVantage Enterprise
Manager computer must be
restarted before the new
settings will take effect. Please
contact your system
administrator.
Windows XP only: The firewall was
changed and the system needs to be
restarted.
with other Members because
you have Internet Connection
Firewall (ICF) enabled. To use
this application with a firewall,
you must upgrade your PC to
Windows XP SP2 or higher.
Alternatively you can disable
ICF.
Windows XP only: Upgrade the system
to Windows XP SP2 or higher, or
disable ICF.
The Enterprise Manager service components did not start. Enterprise
Manager could not connect to the TeleVantage Server because the version of
the Client API detected on the Server is lower than the minimum required.
This may have occurred if you upgraded the TeleVantage Server but did not
also upgrade the workstation applications running on the Server.
To correct the problem, run the TeleVantage Workstation Setup on the Server
and install ViewPoint, which includes the Client API (see Chapter 11 in
Installing TeleVantage for details.)
Manager service stopped
The Enterprise Manager service was stopped.
Manager established the
connection to the
TeleVantage Server named
<server name>
The Enterprise Manager service connected successfully to the TeleVantage
Server.
Manager lost the
connection to the
TeleVantage Server named
<server name>
The connection to the TeleVantage
Server has been lost.
See section 2.7 in Appendix A,
“Troubleshooting Guide” for details.
B-5
Event
Details
An attempt to add Member
<Member name> to the
TeleVantage domain failed
because <reason>
An attempt to add a new Member to the TeleVantage domain failed.
Reasons:
Q the Member already belongs
to another TeleVantage
domain
A Member can belong to only one
TeleVantage domain.
Q the Gateway’s IP address was
invalid
In the TeleVantage Domain Member
dialog box, supply a valid Gateway’s
IP Address. See “Testing the addition
of a Member” on page 5-31.
Q the Member is not configured
properly
representative.
Enterprise Manager
Member <Member A> could
not create a Dialing Service
for Member <Member B>
because <Member A> had a
conflict at x<extension>.
Either change
x<extension>, or the
Registrar’s Dialing Service
prefix, then re-sync the
Domain from the Registrar.
The dialing service pointing to a new Member was not created due to a
conflict on the new Member. See section 2.6 in Appendix A, “Troubleshooting
Guide” for details.
Enterprise Manager
Member <Member A> could
not create an IP Gateway
for Member <Member B>
because <Member A> had a
conflict at x<extension>.
Either change
x<extension>, or the
Registrar’s IP Gateway
prefix, then re-sync the
Domain from the Registrar.
The H.323 Gateway pointing to a new Member was not created due to a
conflict on the new Member. See section 2.6 in Appendix A, “Troubleshooting
Guide” for details.
Failed to replicate
extension: x<extension>
Contact your technical support representative.
Manager running on <local
server name> attempted to
forward a voice mail
destined for <user name> at
x<extension> on <remote
server name>. Forwarding
failed <reason>
A voice message could not be forwarded for delivery to the home voice
mailbox associated with the extension.
Enterprise Manager will continue to try to forward the message. See section
2.20 in Appendix A, “Troubleshooting Guide” for details.
When the problem is corrected, the voice message will be forwarded.
Reasons:
B-6
Event
Details
Q because the extension’s local
Inbox was full
The home voice mailbox associated
with the extension is full.
Q because the extension does
not have a local Inbox
There is no home voice mailbox
associated with the extension.
Q because the TeleVantage
Enterprise Manager service is
not running on the recipient
Member
The Enterprise Manager service is not
running on the recipient Member.
Q due to unknown reasons
representative.
This event may also be logged if you
used static IP addresses to identify the
Enterprise Manager PCs in the domain,
and the IP addresses changed for any
reason. See 2.20 in Appendix A,
“Troubleshooting Guide” for details.
DID <nnn> was removed
from x<extension> because
it is already in use by
x<extension>
Enterprise Manager detected that the DID number assigned to a local
extension being replicated was already assigned to another extension on the
Member, or to another H.323 Gateway user created on the Member as a
result of a previous replication.
Enterprise Manager could
not delete IP Gateway user
’<username>’ x<extension>
because there are voice
messages that have not yet
been delivered to the
extension’s home Inbox.
Use the TeleVantage
Administrator to archive the
voice messages, and then
delete the IP Gateway user
manually.
The extension was removed from the TeleVantage domain, but Enterprise
Manager was not able to delete the corresponding IP Gateway on this
Member due to unforwarded voice messages. See “Removing an extension
from replication” on page 5-13.
<Member name> was added
to the TeleVantage domain
The specified Member was successfully added to the TeleVantage domain.
<Member name> was
removed from the
TeleVantage domain
The specified Member was removed from the TeleVantage domain.
B-7
APPENDIX C
UNINSTALLING ENTERPRISE
MANAGER
APPENDIX C
You use the Enterprise Manager Setup program (on the Master CD) to uninstall
Enterprise Manager. You must use the same version of Setup to uninstall
Enterprise Manager as you used to install it.
Before uninstalling Enterprise Manager:
Q Make sure that the TeleVantage Server is running, so that all Enterprise
Manager-related items created in the TeleVantage database can be
deleted.
Q Stop the Enterprise Manager service.
APPENDIX D
ADDING A FIREWALL TO AN EXISTING
APPENDIX D
DOMAIN
If you decide to add a firewall after you have set up a TeleVantage domain, you
need to ensure that the port on any affected Member that is used by the Enterprise
Manager services to communicate with each other is open for incoming Internet
traffic. See important information in “Firewall requirements” on page 2-4.
To specify the port used by the Enterprise Manager service:
1.
Stop and start the Enterprise Manager service as described on page 5-34.
2.
3.
In the right pane, right-click the affected Member, and then click
Properties.
4.
The Properties dialog box opens.
5.
Make sure that the port number specified is one that is open to incoming
Internet traffic.
If you change the port number here, you must also make the same
change in the General tab of the TeleVantage Enterprise Manager
Properties dialog box. See “Configuring basic settings on a Member” on
page 4-13 for instructions. You do not need to use the same port number
on all the Members in the domain.
6.
D-2
Click OK to save your changes. The new port number for the Member
is replicated to the other Members in the domain.
APPENDIX E
ENTERPRISE MANAGER IN A
NON-VOIP ENVIRONMENT
APPENDIX E
You can install and use Enterprise Manager on a TeleVantage Server that is not
equipped for VoIP. This means that Internet telephony boards are not required on
the TeleVantage Server, nor do H.323 spans need to be configured in the
TeleVantage Administrator.
In a non-VoIP environment, calls cannot not be routed automatically to other
TeleVantage Servers in the domain, but callers will be able to leave voice
messages for extensions on other Servers, and the messages will be successfully
delivered to each extension’s local Inbox.
When you use Enterprise Manager in this way, you can take advantage of many
Enterprise Manager features, including:
Q An extension’s phone and personal status are automatically updated across
the domain.
Q Replication. When you make a change on one Member, based on your
replication criteria Enterprise Manager automatically detects that change
and makes the corresponding changes on all Members in the TeleVantage
domain.
Q Easier administration of H.323 Gateway users and dialing services.
Using Enterprise Manager in this way can be an easy and cost-effective way to
enhance a standard TeleVantage system without migrating to VoIP, installing
new hardware, or replacing conventional trunks.
APPENDIX F
PERFORMING UNATTENDED
INSTALLATIONS
APPENDIX F
You can install Enterprise Manager unattended (silently) so that your
organization can perform automatic software updates or use a network
maintenance system that performs remote installations.
To perform an unattended installation, you run the Microsoft® Windows®
Installer specifying the installation package included with Enterprise Manager.
The Windows Installer program (msiexec.exe) is usually located in the Windows
\system32 folder.
The installation package (EnterpriseManager.msi) contains all of the
information that Windows Installer requires to do any of the following:
Q Perform a Typical installation, to install the Member and Common
components.
Q Perform a Custom installation, to do any of the following:
Q Install the Registrar, Member, and Common components.
Q Add the Registrar component to a PC where only the Member and
Common components were installed.
Q Change the default installation path. (The default path is C:\Program
Files\TeleVantage Enterprise Manager.)
Q Uninstall all of the installed components.
Q Uninstall only the Registrar component on a Server where the
Registrar, Member, and Common components were installed.
Q Reinstall Enterprise Manager using the Repair option.
Unattended installation examples ________________________
The following examples demonstrate different unattended installations. See
“Enterprise Manager installation command parameters” on page F-3 for details
on the command parameters you can use. For a complete reference of the MSI
interface command line options, see:
http://msdn.microsoft.com/library/en-us/msi/setup/command_
line_options.asp
In each of the examples, the following command line options are used:
Q /i. Windows Installer does not wait for user input.
Q /qn. User interface level = none (silent installation that displays no UI.)
Q /l*v+%windir%\TVEMSetup.log. Logging information is written at the
highest level into the log file at the specified path. If the log file already
exists, logging information is appended to the end of the file. You can
replace the Windows environment variable %windir% with an explicit
path.
This command performs a clean install of TeleVantage Enterprise Manager
Enterprise Manager in the default location:
msiexec.exe /i .\EnterpriseManager.msi
TVSERVER=”TeleVantage1” WINUSERNAME=”Main\TV_QA100000”
WINPASSWORD=”password” /qn /l*v+%windir%\TVEMSetup.log
This command installs the Registrar component on a Server where only the
Member component is already installed:
msiexec.exe /i .\EnterpriseManager.msi CUSTOM_INSTALL=”1”
ADDLOCAL=”Registrar,Member,Common” /qn
/l*v+%windir%\TVEMSetup.log
This command uninstalls TeleVantage Enterprise Manager:
msiexec.exe /i .\EnterpriseManager.msi REMOVE=”ALL”
TVADMINPASSWORD=”100” /qn /l*v+%windir%\TVEMSetup.log
This command uninstalls the Registrar component on a Server where both the
Member and Registrar components are already installed:
msiexec.exe /i .\EnterpriseManager.msi CUSTOM_INSTALL=”1”
REMOVE=”Registrar” /qn /l*v+%windir%\TVEMSetup.log
F-2
This command performs the ‘repair’ option. The /f command option with its
parameters does the following:
Q a. Forces all files to be reinstalled.
Q u. Rewrites all required user-specific registry entries.
Q m. Rewrites all required computer-specific registry entries.
msiexec.exe /faum .\EnterpriseManager.msi /qn
/l*v+%windir%\TVEMSetup.log
Enterprise Manager installation command parameters _______
The following parameters can be specified in any order. Separate parameters with
spaces. Any string value that contains a space must be delimited with the
characters /” before and after the string value, as in the following example:
TSERVER=/”Main Server/”
Name
CUSTOM_INSTALL
Value
String:
0
1
Description
Installation type:
0 = Typical installation (Default). Installs only the
Member and Common components.
1 = Custom installation
For example:
CUSTOM_INSTALL=”1”
APPENDIX F. PERFORMING UNATTENDED INSTALLATIONS
F-3
Name
ADDLOCAL
Value
String:
Registrar
Member
Common
ALL
Description
All of the components that you want to be on the
target Server after the unattended installation
completes successfully.
For example:
To add the Registrar component to a Server where
the Member and Common Components are already
installed:
ADDLOCAL=”Registrar,Member,Common”
To install all of the components:
ADDLOCAL=”ALL”
Note: This option is only required if you specified
CUSTOM_INSTALL=”1”.
Important: Be sure to specify all of the components
that you want to be on the target Server when you
are done. If you omit a component that has already
been installed, that component will be uninstalled.
REMOVE
INSTALLDIR
String:
Registrar
Member
Common
ALL
Component to uninstall, for example:
String
Specifies the target installation directory, for
example:
REMOVE=”Registrar”
To uninstall all of the components:
REMOVE=”ALL”
INSTALLDIR=”C:\OtherDirectory”
Note: This command is not required if you are
installing Enterprise Manager in the default
location, C:\Program Files\TeleVantage
Enterprise Manager, uninstalling Enterprise
Manager, or performing the repair option.
TVSERVER
String
Name of the associated TeleVantage Server, for
example:
TVSERVER=”TeleVantage1”
Note: This command is not required if you are
uninstalling Enterprise Manager or performing the
repair option.
F-4
Name
Value
TVADMINPASSWORD
String
Description
Password of the TeleVantage Admin user, for example:
TVADMINPASSWORD=”100”
The following two options specify the Windows account used to run the Enterprise Manager
service on the target Server. This Windows account must have access to the network shares
on the TeleVantage Server PC.
Note: These options are only required if the Windows account that you logged in as to perform
the unattended installation is different from the one that will be used to run the Enterprise
Manager service on the target Server.
WINUSERNAME
String
Windows Account user name, for example:
WINUSERNAME=”Main\TVSERVER1”
WINPASSWORD
String
Windows Account password, for example:
WINPASSWORD=”AdminPassword”
Verifying that an unattended installation was successful _____
You can determine if a unattended installation was successful by viewing the log
file that you specified via the command line options. (For example, the log file
used in the examples in “Unattended installation examples” on page F-2 is
TVEMSetup.log in the Windows folder on the PC where the Windows Installer
was run.)
When an Enterprise Manager installation is successful, the following entry
appears near the end of the file:
MSI (c) (80:34): Product: TeleVantage Enterprise Manager -Installation operation completed successfully.
Note: You can also examine the Windows Event Log on the Server to see if the
installation completed successfully.
APPENDIX F. PERFORMING UNATTENDED INSTALLATIONS
F-5
INDEX
A
about
adding Members to domain, 5-22
distributed availability, 5-20
Enterprise Manager, 1-2
Enterprise Manager Administrator, 5-2
extension conflicts, 5-10
planning for Enterprise Manager, 5-27
replication, 5-6
requirements, 2-2
restricted ranges, 5-17
service managers, 5-35
using remote management software with Enterprise
Manager, 5-40
version checking, 5-36
activating
license, 4-7
adding
Member to domain, 5-22
availability
defined, 1-7
distributing to other domain Members, 5-20
B
before you install, 4-2
C
changing
Registrar in domain, 5-38
replication criteria on Member, 5-15
service port numbers, 5-37
configuring
basic settings on Member, 4-13
H.323 spans, 4-17
Registrar, 4-11
Utility user, 4-13
contact PIN identification
using across Servers, 5-40
creating
replication criteria, 5-10
D
dialing service prefix
specifying, 4-12
distributed availability
about, 5-20
domain
adding a firewall, D-1
adding Members, 5-22
changing Registrar, 5-38
defined, 1-5
example, 1-4
maintaining, 5-33
removing Member from, 5-32
Domain Members view, 5-6
E
entering
license, 4-7
Enterprise Manager
about, 1-2
administrating with remote management
software, 5-40
configuring H.323 spans for use by, 4-17
events logged in Event Logs, B-3
glossary, 1-5
installing via remote management software, 5-40
maintaining via remote management software, 5-40
Member vs. Registrar Administrators, 5-3
planning
about, 5-27
avoiding extension and user name conflicts, 5-27
reporting problems, 1-8
requirements, 2-2
troubleshooting, A-1
uninstalling, 4-18, C-1
Enterprise Manager Administrator
about, 5-2
starting, 5-4
views, 5-5
Enterprise Manager service
changing port numbers, 5-37
starting and stopping, 5-34
test-starting, 4-17
Event Logs
e-mail notifications of Enterprise Manager
events, B-1
Enterprise Manager events (table), B-3
viewing, B-2
extension
changing replication status, 5-15
conflicts
about, 5-10
avoiding, 5-27
defined, 1-5
marking for replication, 5-12
removing from replication criteria, 5-13
reserving for use on Member, 5-17
updating, 5-33
viewing
extensions on Member, 5-16
remote extensions in ViewPoint, 5-28
F
firewall
adding to existing domain, D-1
requirements, 2-4
G
glossary, 1-5
INDEX-2
H
H.323 Gateway prefix
specifying, 4-12
H.323 Gateway user
defined, 1-7
H.323 spans
configuring for use by Enterprise Manager, 4-17
help
getting, 1-8
I
installing
before you install, 4-2
information needed, 4-2
overview, 3-2
scheduling, 3-2
steps, 4-3
using remote management software, 3-3
Internet trunks
requirements, 2-3
Internet-to-Phone Number dialing services
using, 5-39
L
license
entering and activating, 4-7
requirements, 2-3
local extension
defined, 1-7
Local Extensions view, 5-16
Local Replication Criteria view, 5-15
M
maintaining
domain, 5-33
Member
adding to domain, 5-22
changing replication criteria, 5-15
configuring basic settings, 4-13
controlling replication performance on, 5-6
defined, 1-6
removing from domain, 5-32
testing addition to domain, 5-31
viewing local extensions on, 5-16
Member view, 5-5
Microsoft Remote Desktop
using with Enterprise Manager, 5-40
Microsoft Terminal Services
N
network requirements, 2-3
P
performance
controlling replication on Member, 5-6
planning for Enterprise Manager
about, 5-27
platform requirements, 2-2
problems
reporting, 1-8
R
Real VNC
Registrar
changing, 5-38
configuring, 4-11
defined, 1-6
Registrar data file
importing and exporting, 5-31
Registrar view, 5-5
Remote Extensions view, 5-28
remote management software
about, 5-40
using while installing, 3-3
Remote Restricted Ranges view, 5-19
removing
local extension from replication criteria, 5-13
Member from domain, 5-32
replication
about, 5-6
controlling, 5-6
creating restricted ranges, 5-17
criteria
changing on Member, 5-15
removing local extension, 5-13
specifying, 5-10
viewing, 5-15
defined, 1-6
scheduling, 5-6
selecting local extensions, 5-12
status
changing for an extension, 5-15
via workgroups, 5-11
reporting problems, 1-8
requirements
about, 2-2
firewall, 2-4
Internet trunks, 2-3
license, 2-3
network, 2-3
platform, 2-2
Server, 2-2
restricted ranges
about, 5-17
creating, 5-17
viewing, 5-19
S
scheduling
installation, 3-2
replication, 5-6
Server
defined, 1-5
requirements, 2-2
service managers
INDEX-3
about, 5-35
service port numbers
changing, 5-37
Service view, 5-35
specifying
dialing service prefix, 4-12
H.323 Gateway prefix, 4-12
starting
Enterprise Manager Administrator, 5-4
Enterprise Manager service, 5-34
stopping
Enterprise Manager service, 5-34
Symantec pcAnywhere
in ViewPoint, calls to remote phones appear to
be answered before they actually are, A-15
local extension replicated successfully, but the
extension’s DID number is missing, A-12
local extension that replicated successfully now
shows an error in the Local Extensions
view, A-11
local extension was not replicated that should
have been, A-10
Member subscribed successfully, but the dialing
service or H.323 Gateway pointing to the new
Member is not created on another Member in
the domain, A-9
message Member has lost connectivity with the
Server in the Enterprise Manager
Administrator, A-10
one or more of the service managers in the
Service view do not progress to Running
status, A-7
status for a new Member does not change from
Invited to Subscribed in the Registrar view
(Registrar PC only), A-8
system performance slows during
replication, A-14
Updated column for a user on the home Member
shows a later date and time than is shown for
the corresponding H.323 Gateway user on
another Member in the domain, A-13
user cannot dial an extension or external number,
even though the extension has successfully
replicated across the domain, A-15
voice messages are not forwarded to the home
Inbox, A-16
verifying system is operational, A-1
T
troubleshooting
guide, A-1
specific problems
adding a Member takes a long time, A-12
distributed availability updates are not
propagated to other Members in the
domain, A-15
duplicate voice messages are forwarded to the
home Inbox, A-17
Enterprise Manager dialing service or H.323
Gateway no longer appears in the
Administrator views, A-10
Enterprise Manager service manager
components do not start, A-4
Enterprise Manager service takes a long time to
start, A-7
entry Enterprise Manager service failed to start A valid Utility user name or password was
not found is logged to the Event Log., A-5
H.323 Gateway user was not deleted even
though the corresponding local extension was
removed from replication, A-13
in the Enterprise Manager Administrator, the
Member tree is removed, and the Member
shows X - Unable to connect, A-9
INDEX-4
U
uninstalling Enterprise Manager, C-1
updating
extensions, 5-33
user names
avoiding conflicts, 5-27
Utility user
configuring, 4-13
defined, 1-7
V
version compatibility
checking, 5-36
viewing
Event Logs, B-2
extensions on Member, 5-16
remote extensions in ViewPoint, 5-28
replicated extensions, 5-29
ViewPoint
viewing remote users in, 5-28
views
Domain Members, 5-6
in Enterprise Manager Administrator, 5-5
Local Extensions, 5-16
Local Replication Criteria, 5-15
Member, 5-5
Registrar, 5-5
Remote Extensions, 5-28
Remote Restricted Ranges, 5-19
Service, 5-35
W
where to get help, 1-8
INDEX-5

televantage enterprise manager

Transcription

Similar documents

Windows XP Configuration

Strategies for Infusing Global Concepts and Content into the K

parathom - Stillwaters Law Firm

Atlantis Energy Systems Inc.

group home administrator - Bay Area Alliance for Youth and Family

Ftegistra" co,fll

HAIRHOUSE WAREHOUSE

Dignitaries on the high Table

agency administrator view

Regions CD Check Viewer Installation Guide