Load Bulletin ADP, Inc. Dealer Services 1950 Hassell Road Hoffman Estates, IL

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1 Load Bulletin ADP, Inc. Dealer Services 1950 Hassell Road Hoffman Estates, IL Make sure the media label contains this number: NP-ASP-AE1.0 ADP Network Phone ASP Assistant Enterprise Loading the ADP Assistant Enterprise v1.0 Application The Premium User Package is an add-on product for your ADP Network Phone ASP system that provides advanced call control features for phone users. This package uses the ADP Assistant Enterprise application to enable call management services, such as simultaneous ringing, remote office, and integrated voice mail. This document contains instructions for loading the ADP Assistant Enterprise application on a phone user s workstation, configuring the initial settings in Assistant Enterprise, and enabling the call management services. You should use these instructions to load the ADP Assistant Enterprise application on workstations that are added after the initial Premium User Package installation. Before You Begin Before you begin, you must: Verify that the workstation meets the minimum requirements for loading the ADP Assistant Enterprise application Disable Fast User Switching on w.e.b.crm workstations (if applicable) Obtain the Network Phone ASP username and password associated with the phone that goes with the workstation on which you are installing the Premium User Package Verifying Workstation Requirements The user s workstation must meet the following minimum requirements: Microsoft Windows 2000 (SP4 or higher), XP, Vista, or Windows GHz or higher, Pentium 3 or compatible CPU 128 MB RAM 60 MB available hard disk space Video graphics card with 8 MB RAM Super VGA monitor, 15 inches or larger 800 x 600 screen resolution minimum; 1024 x 768 recommended TCP/IP connectivity One or both of the following for toolbar integration: Microsoft Internet Explorer 6.0 or higher. Mozilla Firefox 2.x or 3.x Microsoft Outlook 2000 SP3, 2002/XP SP2, 2003, or 2007 The ADP logo is a registered trademark of ADP of North America, Inc. b22460 March 2010 ADP, Inc. Printed in U.S.A. 1 of 18 *334210* March 11, 2010

2 Disabling Fast User Switching on w.e.b.crm Workstations Note. You only need to complete this procedure on workstations with w.e.b.crm. Fast User Switching is enabled by default on Windows XP workstations with more than 64 MB of RAM. However, Fast User Switching is not available on Windows XP Professional-based computers that are part of a domain network. To determine your workstation s operating system: 1. Right-click the My Computer icon on your desktop. 2. Select Properties. A dialog displays with your workstation s operating system information. You should disable Fast User Switching on the workstation to prevent problems that may occur with the loading and execution of w.e.b.crm after you install the ADP Assistant Enterprise application. To disable Fast User Switching on the workstation: 1. If necessary, log into the workstation using an administrative login. 2. Click Start, select Control Panel, and then click to select User Accounts. 3. In the User Accounts dialog, click to select Change the way users log on or off. 4. In the Select logon and logoff options dialog, click to clear the Use Fast User Switching option. 5. Click OK to save the change. 6. Close the Control Panel. 2 of 18 March 2010 ADP, Inc. b22460

3 Installing the ADP Assistant Enterprise Application To install the ADP Assistant Enterprise application on a workstation: 1. If necessary, log into the workstation using an administrative login. 2. Close all applications currently running on the workstation. 3. Insert the ADP Network Phone ASP Assistant Enterprise CD. A Windows Explorer window opens and shows the contents of the CD drive. 4. Double-click on the NP-ASP_Assistant-Enterprise_nn_n_nn_nn.exe file. The ADP Network Phone ASP Assistant Enterprise Setup Installation Wizard displays. 5. From the Welcome window, click Next to continue. A Destination Folder window displays. b22460 March 2010 ADP, Inc. 3 of 18

4 6. Accept the default destination folder or browse to select a different location, and then click Next to continue. A Select Installation Type window displays. 7. Select Custom, and then click Next to continue. A Select Features window displays. 8. To install the Outlook, Firefox, or Internet Explorer feature, verify the feature is selected for installation on the local hard drive. You should see a drive icon next to the feature name (refer to the following example). Hover over the feature name to see the entire name. By default, both features are selected for installation. If there is no need to install a feature (user does not have Outlook), click the Down Arrow next to the feature name, and then click to select Entire feature will be unavailable. A red X should replace the drive icon. 4 of 18 March 2010 ADP, Inc. b22460

5 9. After you select the features to install, click Next to continue. A Ready to Install the Application window displays. Note. If you forgot to close Outlook, Firefox, or Internet Explorer before you started the installation, a Windows Installer dialog displays to ask you to exit from the applications that are still running. Close each application on the list, and then click Retry to continue. 10. Click Next to begin the installation. An Updating System window displays as the software is installed (refer to the following example). b22460 March 2010 ADP, Inc. 5 of 18

6 11. Wait for the installation to complete. When done, a window displays to let you know the user package was successfully installed (refer to the following example). 12. Click Finish to exit from the installation wizard. 6 of 18 March 2010 ADP, Inc. b22460

7 Configuring the Initial Settings You must configure settings in Assistant Enterprise to allow the user to log in and start using the call control features. Any configuration changes you make in one application (for example, Internet Explorer) affect all other integrated applications for that user (for example, Outlook or Firefox). To set up the initial configuration: 1. Log into the workstation using the credentials of the person who will use the application. Note. If more than one person is using the application on this workstation, you must log into each user account and repeat the following procedure to configure the initial Assistant Enterprise settings for that user. 2. Open Outlook, Firefox, or Internet Explorer. 3. Verify the Telephony Call Control and Services toolbars are displayed in the window (see below). Most buttons are disabled until the user logs in. If one or both of the toolbars are missing in Internet Explorer, see Troubleshooting Problems on page 17. Note. The Login button in the Telephony Services toolbar should be grey to indicate the user is not logged in. After the initial settings are configured, the user can log in. If the Login button is green (user is logged in), click it to log the user off, and then complete the remaining steps in this procedure to configure settings as needed. Outlook Toolbars Internet Explorer Toolbars Firefox Toolbars 4. Click (Options) in the Telephony Services toolbar. The Assistant Enterprise Options window displays. b22460 March 2010 ADP, Inc. 7 of 18

8 5. Configure the General options as follows (refer to the following example): a. Verify that Auto login when connected to network is selected. b. If the user does not want a pop-up window to display when the Assistant detects an incoming or outgoing call, click to select Hide call notifications. Note. Always select this option if the workstation is set up for CTI Desktop to prevent multiple screen pops from displaying for each call. c. Click Apply to save any changes. 6. Configure the Account options as follows (refer to the following example ): a. Click Account in the Options tree. b. Under Sign-In Information, type the username and password for the phone user you obtained. c. Under Sign-In Options, verify that Save Username and Save Password are selected. d. Click Apply to save the settings. 7. Configure the Connection options as follows (refer to the following example ): 8 of 18 March 2010 ADP, Inc. b22460

9 a. Click Connection in the Options tree. b. Verify that ews.s1.adpnetworkphone.com is listed as the Host Address. c. Verify that 2208 is listed as the Host Port. d. Click Apply to save any changes. b22460 March 2010 ADP, Inc. 9 of 18

10 8. If applicable, configure Outlook integration as follows (refer to the following examples): a. Click Outlook Integration in the Options tree, and then click to select Enable Outlook Integration. b. Click Contacts in the Options tree under Outlook Integration. Under Contact Retrieval, click to select the user's preference for retrieving Outlook contacts: Retrieve contacts from default contact folder (searches for and retrieves contacts stored in the default Contacts folder in Outlook) or Retrieve all contacts (searches for and retrieves contacts stored in any Outlook folder). Warning! In large organizations with many Public folders, retrieving all contacts may take a long time to complete or fail completely. As a result, performing directory searches may fail and generate an error message as a result. ADP defaults the behavior of the application to only search the user's default contact list. c. Under Contact Lookup, click to select Use Outlook contacts as preferred CLID lookup for incoming calls. d. Click Apply to save the settings. 10 of 18 March 2010 ADP, Inc. b22460

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12 9. Click OK to save all settings and close the Options window. 10. Click the Login button in the Telephony Services toolbar. The button should turn green to indicate the user is logged in. Note. If the Login button turns red (login attempt failed), repeat Steps 6 and 7 to verify the Account and Connection settings are configured correctly. If you still cannot log in, contact your IPNS engineer for assistance. 11. After the user is successfully logged in, continue on to Enabling the Call Management Services below. Enabling the Call Management Services By default, most of the services that control the calling features of the Premium User Package are disabled (Off). At a minimum, you may want to: Enable the Simultaneous Ringing or Remote Office service Verify that Integrated Voice Messaging is enabled and configure the service settings as needed Note. The Simultaneous Ringing, Remote Office, and CommPilot Express services are mutually exclusive. Only one of these services should be active at a time; otherwise, call forwarding problems may occur. You can choose to enable other call management services as needed. Refer to the online ADP Assistant Enterprise Quick Reference Guide for information on using the calling features. To view the guide, click (Options) or in the Telephony Services toolbar, and then click Help. To enable the minimum call management services: 1. Click in the Telephony Services toolbar. The Assistant Enterprise Services window displays (see example below). To activate Simultaneous Ringing (no Remote Office), continue to Step 2. To activate Remote Office (no Simultaneous Ringing), skip to Step of 18 March 2010 ADP, Inc. b22460

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14 2. Activate the Simultaneous Ringing service as follows (refer to the following example): a. Click Simultaneous Ringing in the Services tree under Incoming Calls. b. Click to select On. c. Under How to handle incoming calls, click to select the user s preference. ADP recommends Don t ring my Simultaneous Ring Numbers if I m already on a call to prevent the Simultaneous Ring numbers from ringing when a user is on a call on his or her business phone. d. Under Sim Ring Phone List, double-click the placeholder text and enter the phone number to ring in addition to the user s business phone. You can repeat this step to enter up to three phones maximum. The Answer Confirmation setting prevents voic associated with the sim-ringing phone from intercepting the call, as might happen if it were an out-of-range, or turned off cell phone e. Click Apply to save the settings. f. Skip to Step 4 to configure the Integrated Voice Messaging service. 14 of 18 March 2010 ADP, Inc. b22460

15 3. Configure the Remote Office service as follows (refer to the following example): a. Click Remote Office in the Services tree under Call Control. b. Click to select On. c. In the Remote Office Number field, type the alternate phone number (mobile, home, hotel, and so on) to substitute for the main business phone when the Remote Office feature is active. d. Click Apply to save the settings. Continue on to Step 4. b22460 March 2010 ADP, Inc. 15 of 18

16 4. Configure the Voice Messaging service as follows (refer to the following example): a. Click Voice Messaging in the Services tree under Messaging. b. Click to select On. c. Accept Use unified messaging and Use Phone Message Waiting Indicator. Note. Changing these settings can prevent voice messages from being delivered and may cause the Message Waiting indicator on the phone from displaying properly. Only change these settings if the user understands the resulting behavior. d. If the user wants an notification when a new message is left in his or her voice mailbox, click to select Notify me by of the new voice message at this address, and then type the user s address in the field provided. e. If the user wants a copy of the voice message sent via , click to select a carbon copy of the voice message to, and type the user s address in the field provided. f. If the user wants to transfer calls from the voice mail system to a specific extension when the caller presses 0 (zero), click to select Transfer on 0 to Phone number, and then type the extension number in the field provided. 5. Click OK to save all settings and close the Services window. 16 of 18 March 2010 ADP, Inc. b22460

17 Testing the Assistant Enterprise Options To test functionality, try using the call control features that were configured for the user, including simultaneous ringing or remote office, and voice mail messaging. You may also want to test the following features: Controls that allow users to: Answer calls Place and retrieve calls on hold Transfer calls to other extensions or numbers Retrieve voice mail messages Place and retrieve calls on hold Dialing from Contacts, s, and the Web Ability to view group directories Note: Calls to or from internal extensions DO NOT display a notification. Refer to the online ADP Assistant Enterprise Quick Reference Guide for detailed instructions on how to use these features. To view the guide, click (Options) or in the Telephony Services toolbar, and then click Help. If problems occur during testing, refer to Troubleshooting Problems below for possible solutions. Troubleshooting Problems The following table provides troubleshooting steps for problems that may occur during the initial installation and testing. Contact your IPNS engineer if you need further assistance. Problem Toolbars are missing in Internet Explorer after the initial installation Simultaneous Ringing, Remote Office, and/or Call Forwarding are not working Outgoing calls cannot be initiated from the workstation Explanation/Action Check to see if the toolbars are locked. If so, you can easily enable the toolbars by first unlocking the toolbars. To do this: 1. Right-click on an empty portion of the toolbar area, and check whether the Lock the Toolbars option is selected. If selected, click to clear the option. 2. Add the toolbars as follows: Right-click on an empty portion of the toolbar area, and then click to select Telephony Toolbar Services and Telephony Toolbar Call Control. 3. Rearrange the order of the toolbars as necessary by clicking on the vertical bar at the right side of the toolbar and dragging it to the chosen position. 4. Re-lock the toolbars as follows: Right-click on an empty portion of the toolbar area, and then click to select Lock the Toolbars. Calls may not be connected as expected if Authorization or Accounting Codes are in use. Contact ADP ATAC to discuss the possibility of disabling the code requirement. Outbound calling fails if Call Forward and Do Not Disturb are set on the phone. Remove all Call Forward and Do Not Disturb settings from the phone and try again. b22460 March 2010 ADP, Inc. 17 of 18

18 Problem When launching w.e.b.crm, the initial login window displays correctly but after entering login credentials and clicking Login, a new browser window displays that is empty and reads about: blank in the title bar. Explanation/Action This problem may occur when the following conditions apply: Multiple users are defined for the workstation with two or more using w.e.b.crm Fast user switching is enabled Microsoft Internet Explorer 7 is installed Try the following steps to troubleshoot the problem: 1. If necessary, disable Fast User Switching (see Disabling Fast User Switching on w.e.b.crm Workstations on page 2). 2. Log on to the workstation as one of the end users. 3. Launch the w.e.b.crm logon window. 4. Verify that the ADP Assistant Enterprise Login button in the toolbar is green. 5. Log on to w.e.b.crm. 6. If the main w.e.b.crm window displays, continue on to Step 7. If the main w.e.b.crm window fails to open, reboot the workstation and repeat steps 2 through 5. This action clears any DLLs that may be lingering in memory. If the main w.e.b.crm window opens but prompts you to install ActiveX controls, click to install each ActiveX control, and then continue on to Step Close w.e.b.crm, and log the user off from the workstation. 8. Repeat Steps 2 through 7 for each additional w.e.b.crm user that is defined on the workstation. If you have Microsoft Internet Explorer 7 installed, complete the following steps if you prefer to install Microsoft Internet 6: 1. Navigate to the following website: px 2. Click Get Internet Explorer 6 Service Pack 1 (SP1). 3. The Download Internet Explorer 6 Service Pack 1 page displays. 4. Under the Download Internet Explorer 6 SP1 section, click Download Center. The Internet Explorer 6 Service Pack 1 page displays. 5. In the Download area, select your connection from the Estimated Download time dropdown and then click Download. 6. A File Download dialog displays. Click Run. 7. A Security Warning dialog displays. Click Run. 18 of 18 March 2010 ADP, Inc. b22460