1 Application Name: IP Intercom HelpDesk Software Current Version: The following notes provide the revision history and a list of known software issues in the current release. For more information please call your Extron Applications Engineer. Updated: May 08, 2013 Extron Products Affected: IPI 101 AAP, IPI 104 AAP, IPI 201, IPI 201 AAP, IPI 204, and IPI 204 AAP, MLC 226 IP series TECH NOTES Minimum MLC 226 IP MediaLink Controller hardware required Applies to the IPI 101 AAP, IPI 104 AAP and MLC 226 IP Series only: The IP Intercom HelpDesk software will work properly only with MLC 226 IP MediaLink Controllers shipped after November 16, 2005 with ER E16076 or later. Controllers that support the IP Intercom HelpDesk software feature a second RJ-45 connector labeled Intercom and an audio output. Minimum MLC 226 IP MediaLink Controller Firmware required Applies to the IPI 101 AAP, IPI 104 AAP and MLC 226 IP Series only: The IP Intercom HelpDesk software will only work properly with MLC 226 IP MediaLink Controller firmware version 1.05 or greater. Minimum Microsoft.NET Framework and DirectX versions required: Microsoft.NET Framework version 2.0 and DirectX 9.0c or greater are required to be installed on the help desk computer running Windows XP before running the IP Intercom HelpDesk software. Microsoft.NET Framework version 3.5 and DirectX 11 are included in Windows 7. Latest Microsoft.NET Framework and DirectX can be downloaded at Microsoft website. System requirements: Microsoft Windows XP or Windows 7 1 GHz or faster 32-bit (x86) or 64-bit (x64) processor 1 GB RAM (32-bit) or 2 GB RAM (64-bit) 500 MB or more available hard disk space Windows supported Sound Card, microphone, and speakers Page 1
2 IP Intercom HelpDesk software TCP/IP protocols and standards The following ports should be open for the IP Intercom system to work properly: TCP Port 23 Telnet protocol for control and status TCP Port 3122 Inter helpdesk communications UDP Port 3121 UDP (User Datagram Protocol) for sending audio traffic UDP Port 1230 and Port 1231 UDP for the auto discovery function TECH NOTES - Continued Do not run the IP Intercom HelpDesk software and IP Link Device Manager simultaneously: Both applications use port 1230 to scan the local subnet for devices. Only one application can use port 1230 at a time. Intercom modules must be configured to call the help desk If an intercom module is not set up to call a help desk on one of its call buttons, it will be unable to receive communications from the help desk even though the module is shown in the HelpDesk software s inventory of intercom modules. In addition, the HelpDesk software s main screen will only show status (Active/Inactive) information. Panel-to-panel mode will only work in the same network subnet Panel-topanel mode will only work when both panels reside on the same network subnet. Virtual machine Extron does not recommend running IP Intercom HelpDesk software under Virtual Machine such as VMWare which creates a virtual operating system session on a PC. A dedicated PC running Windows XP or Windows 7 should be used as help desk. Dynamic plug / unplug PC s microphone & speaker devices The IP Intercom HelpDesk software may not work properly with dynamic plugging in and unplugging PC s microphone and speaker devices with help desk PC running Windows 7. PC s microphone and speakers must be plugged in all the time with help desk PC running Windows 7. Remote Desktop Prior to remote in to launch the IP Intercom HelpDesk software from another PC, it is recommended that the Remote audio playback option under the Local Resources tab in Remote Desktop Connection is set to Play on remote computer. Microsoft Windows 2000 is no longer supported The IP Intercom HelpDesk software no longer supports Windows Page 2
3 KNOWN ISSUES The following is a list of known software issues found in Software version 2.4 Issue (originated in v1.0) - Reassigning Button IP address results in incorrect IPI panel light Intermittent operation of a push-to-talk button has been seen after its IP address is changed from the central helpdesk IP address to another IPI panel s IP address. Workaround: Repeat the procedure to reassign the IP address of the IPI panel to the push-to talk button. Released Version: Date: May 08, 2013 SOFTWARE RELEASE HISTORY Added Feature PC microphone reconnect An option to access the PC s microphone when it is disconnected and reconnected has been added. Fixed Issue (originated in v2.4.2) Improve CPU usage when non IPIenabled device is added CPU usage might increase over time when non IPIenabled device is added to the Intercom List. This issue has been resolved. Page 3
4 Released Version: Date: September 01, 2010 SOFTWARE RELEASE HISTORY Added Feature - Microsoft Windows 7 support Microsoft Windows 7 support has been added. Added Feature - 64-bit operating systems support Support for 64-bit environments for Windows 7 x64 and Windows XP x64 has been added. Fixed Issue (originated in v2.3) Unable to save project The HelpDesk application is unable to save the project if PC s gateway IP address is not entered in the Windows Internet Protocol (TCP/IP) properties. This issue has been resolved. Page 4
5 SOFTWARE RELEASE HISTORY Released Version: 2.3 Date: January 16, 2009 Added Feature -.gcz file import Import.gcz file support has been added. Added Feature - MLC 226 IP device only MLC 226 IP device without an intercom module attached, can now be added to the Active Intercom list. This allows the help desk operator to make an announcement to an MLC 226 IP even if an IP Intercom module is not connected to the controller. A line level audio output on the rear panel of the MLC 226 IP is provided for mixing into the local sound system in each room. Added Feature - Broadcast Incoming Call mode Broadcast Incoming Call mode option has been added to the Forwarding tab in the HelpDesk Preferences. All available help desks in the system will be alerted of the incoming call at the same time, minimizing the risk of calls being missed. Added Feature - Section 508 Compliance Meets or exceeds accessibility standards for Electronic Information technology. For more information about Extron s Commitment to Accessibility please see our Accessibility Page at Fixed Issue (Originated in v 2.2) - Incoming Call Alert dialog appears using space bar while in Automatic mode The Incoming Call Alert dialog will appear by itself intermittently when pressing and releasing the keyboard s spacebar to activate Talk and Listen buttons while in Automatic mode. This issue has been resolved. Fixed Issue (Originated in v 2.2) - Incoming Call Alert dialog does not appear at the top - The Incoming Call Alert dialog does not appear at the top Window and stay behind other Windows. This issue has been resolved. Page 5
6 Released Version: 2.2 Date: December 07, 2007 SOFTWARE RELEASE HISTORY Fixed Listen button automatically deactivating (Originated in v 2.1) The Listen button will deactivate when user hovers the mouse over the Talk/Listen mode area. This issue has been resolved. Fixed automatic scan feature (Originated in v 2.1) - The automatic scan feature does not add the intercom module when both administrator and user passwords are set. This issue has been resolved. Fixed audio customization for HelpDesk Unavailable (Originated in v 2.1) The user is unable to change the HelpDesk Unavailable audio customization from Audio tab under HelpDesk Preferences. This issue has been resolved. Fixed audio customization for Incoming Call Alert (Originated in v 2.1) The Incoming Call Alert audio customization is not working properly. This issue has been resolved. Added Microsoft Windows Vista support Microsoft Windows Vista support has been added. Added contact closure relay control Contact closure relay control has been added in the Advanced Settings. Added server mode Server mode option is added to the Forwarding tab in the HelpDesk Preferences. Increased the maximum number of allowable intercom devices The application now capable of hosting up to 250 intercom devices. Removed audio customization for Intercom Ring Tone The Intercom Ring Tone is not used in the application. It has been removed. Page 6
7 SOFTWARE RELEASE HISTORY Released Version: 2.1 Date: May 22, 2007 Added New User interface General GUI improvement, created a new look. Added Call forwarding Allows you to forward all of your intercoms to another help desk running the IP Intercom HelpDesk software. Another option is to forward calls to multiple helpdesks creating a help desk server. Added Customization of default sound bite.wav files Add custom.wav files to replace default.wav files; i.e. Start up tone. Added Multiple General Purpose Sound Bites Create any 10 pre-recorded.wav files for general purpose announcements. Added Incoming call indicator The top of the main screen displays details of incoming call. Added Multiple Groups Support for up to 9 Call Groups. Added Group Sorting Allows you to sort the intercoms by Group, Location/Name, Status or Forwarding Location. Added Editing of Hyperlink pointer for Incoming Call Permits redirection to an IP Link Host for status or redirection to a custom information web page. Added User Level Password Permits Activation of the Listen button on the main screen for room monitoring. Added Customization of colors for GUI Change the background, foreground and dialog colors. Page 7
8 SOFTWARE RELEASE HISTORY Released Version: 1.0 Date: June 30, 2006 The following is a list of Tech Notes and Known Issues for the initial release. Unable to start application DirectX 9.0c is used by the HelpDesk application to capture and play back audio. If DirectX 9.0c is not correctly installed or is damaged, the HelpDesk application cannot be started. Workaround: Reinstall DirectX 9.0c. Reassign IP address of a panel twice Intermittently, the Push To Talk button will not change to a low amber state if you previously associated a PC s IP address to a button and then changed it to the IP address of a panel. Workaround: Repeat the procedure to reassign the IP address of a panel to the button. Unable to load Station Not Present wave file with Win 2000 machine The HelpDesk application is unable to load the Station Not Present wave file to the MLC 226 IP with administrator password assigned with Win 2000 machine. Workaround: Use IP Link File Manager or File Management page in the default web page to load the Station Not Present wave file. Intermittently the audio for Remote Speaker and Remote Line in Advanced Audio Settings affect each other When adjusting the Remote Speaker and Remote Line levels in the Advanced Audio Settings, intermittently the audio of both adjustments affect each other. Workaround: Adjust either Remote Speaker or remote Line again to go back to normal level if this occurs. Page 8
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