Table of Contents. Part I Introduction. Part II Installation. Part III Other Features. Part IV Basic Troubleshooting

Transcription

1 Contents I Table of Contents Part I Introduction 2 1 Trademarks... 2 Part II Installation 3 1 Minimum... Requirements 3 2 Licensing Pre-installation Installation Uninstall First Run Part III Other Features 15 1 InTouch... Service Reliablity 15 2 Outlook... Calendar Mining 16 Part IV Basic Troubleshooting 18 1 Networking/System... Problems 18 2 Licensing... Error Messages 20 3 Diagnostic... File 21 4 InTouch... Logs (Event Viewer) 21 5 COM Add-ins Dialling... Rules 22 Part V Appendix A: Digit for External Line 23 Part VI Appendix B: Phone and Modem Options 24 Index 0 I

2 2 1 InTouch Administration Guide Introduction InTouch is an Outlook Add-In user application which runs on the user's Windows based PC and integrates Outlook, MSN, Yahoo!, and Skype with Avaya IP Office Call Management and Control. It enables the user to optimize communications by providing consolidated presence information and by presenting a variety of communication options such as voice, , SMS and/or Instant Messaging (IM). InTouch offers direct one-touch interaction between a user s telephony, , calendar and IM and, as such, brings together the most popular forms of communications. InTouch improves user productivity and simplifies communications. This document details the workflows and features that are part of InTouch application. 1.1 Trademarks Avaya, IP Office & DevConnect and trademarks or service marks, registered or not, of Avaya Inc. Microsoft Exchange, Microsoft Outlook,.Net framework, Windows, Windows Live, MSN and associated trademarks and logos are trademarks of the Microsoft group of companies. Skype, associated trademarks & logos and the S symbol are trademarks of Skype Limited. Yahoo! & Yahoo Messenger, associated trademarks and logos are trademarks of Yahoo! Inc.

3 Introduction 2 3 Installation InTouch is installed on individual client PC's and requires one InTouch seat license per concurrent user to be available, via a licence file stored within the " InTouch Licensing" Inbox. The installation of InTouch requires Avaya IP Office TAPI, which InTouch uses for its operations. If there are no InTouch licenses available, no InTouch features will be available for the user. However the product will still install and attempt to run when Outlook is started. InTouch installation is a two part process. Part one is performed by an Administrator or System Installer, who has intimate knowledge of the customer s infrastructure. Part two can be performed by the end user, leveraging the information provided by the Administrator/System Installer to simplify the installation process. 2.1 Minimum Requirements Operating system: Windows XP Professional SP3 Windows Vista SP2 Business, Ultimate or Enterprise (32 OR 64 bit) Windows 7 Professional, Ultimate or Enterprise (32 OR 64 bit).net framework: Framework 3.5 Service Pack 1 available from Microsoft s website Microsoft Outlook: (32 bit only) Microsoft Exchange: Skype (optional): or later

4 4 InTouch Administration Guide MSN (optional): 14.0 or later Yahoo! (optional): 10.0 or later Avaya IP Office: Release 6.0 or later NOTE: In order for the InTouch client to work with TAPI correctly, the InTouch client must always be associated to a registered and active phone Windows Installer: Windows Installer 3.1 Hardware Recommendation in addition to the base OS requirements, the InTouch Client requires: 1 GHz 32-bit (x86) or 64-bit (x64) processor 1 GB of system memory At least 20 MB of available space for installation and an additional 10 MB of available space for configuration and cached contact data. Note: the space requirement for configuration and cache will vary dependent upon the number of contacts to be displayed. A Network Connection. 10Mb/s minimum NOTE: these hardware requirements encompass those requirements of the prerequisite software listed in the previous section.

5 Installation Licensing InTouch will run for 7 days without having to apply an Extended trial or full License. The InTouch is licensed by means of a attachment stored in a specific mailbox A Mail Box must be created on the Exchange Server for InTouch with the following name InTouch Licensing. The Inbox of this mailbox must be readable by anyone who will use InTouch.The Notes folder also must be readable & writeable by InTouch users. Configuration of " InTouch Licensing" mailbox 1. The mailbox name must resolve to " InTouch Licensing. Please note that there is a space character separator. 2. The Inbox must be shared to all the InTouch users. 3. Each InTouch user requires Reviewer or better permission in "Inbox Properties" Alternatively, configure the "Default" and "Anonymous" users with "Reviewer" permission

6 6 InTouch Administration Guide 4. The "Notes" folder must be shared to all InTouch users. 5. Each InTouch user requires "Author" or better permission in "Notes Properties" Alternatively, configure the "Default" and "Anonymous" users with "Author" permission

7 Installation Pre-installation Pre-installation is performed by an Administrator or System Installer once per site/ip Office. The pre-installation can be performed on any PC with access to the IP Office TAPI installer (which can normally be found in the IP Office User CD) and access to the InTouch installer and Microsoft s website (for access to the.net 3.5 SP1 redistributable.) The pre-installation process will also require access to a network share on which to publish the 4 files detailed below in order for the end-users to install the pre-configured InTouch. It is required that Third Party TAPI be available on the IP Office (IP Office CTI Link Pro) and the TAPI driver installed and configured on the Client PC's. SMS Requirements Subscription to a SMS service provider that supports " -to-SMS". The format required by the SMS Gateway of you SMS service provider. For Example: TO: [email protected] BODY: USER_NAME=<user> PASSWORD=<password> NUMBER={contact_number} MESSAGE={text_message} OR TO: {contact_number}@provider.com BODY: {text_message} Note: Charges for SMS messages are based on your subscription with your SMS service provider

8 8 InTouch Administration Guide Pre-Installation Options The following tasks are optional but will make the installation process easier. 1. It is advisable that all Exchange users have the following information filled out correctly by the Exchange Administrator: Extension (Business Number) Mobile/Cell (optional) Address Note: External telephone numbers are best entered in national format. International numbers should be entered using international notation which starts a '+' followed by the country code.

9 Installation 2. 9 For IP Office directory information to work with InTouch the "Avaya HTTP Clients Only" check box must be unchecked.this setting is configured in IP Office Manager as shown below.

10 10 InTouch Administration Guide 3. To allow InTouch correct control of a users extension, it is recommended to configure all users as an "Offhook Station". This setting is configured in IP Office Manager as shown below. 4. Download InTouch setup ( InTouch_setup.exe.) 5. Download the IP Office TAPI Installer. 6. Download the.net Framework 3.5 Service Pack 1 (SP1) redistributable package from Microsoft. As at the time of writing of this document the.net 3.5 SP1 Redistributable is available from 438c-988e-fdaa79a8ac3d/dotnetfx35.exe

11 Installation To launch the InTouch pre-configuration wizard and generate the SettingsMain. xml file, run the InTouch setup with the following command line arguments: InTouch_setup.exe /CustomConfig 8. Provide the Pre-Configuration Wizard with the required information for: T elephony IP Office Switch IP Address Country External Dial Digit (as outlined in Appendix A) Area Code Optionally Intra-company number length Intra-company dialing prefix Em ail to SM S If the majority of InTouch users will have access to SMS, check "Configure to SMS", and enter the format required by your SMS service provider (Refer to SMS Requirements). Post-installation, uncheck "Enable SMS Feature" (Tools>Options>InTouch Options>Advanced Options) for each unauthorized SMS user. If the majority of InTouch users will not have access to SMS, uncheck "Configure to SMS". Post-installation, manually configure SMS settings (Tools>Options>InTouch Options>Advanced Options) for each authorized SMS user. 9. Place all 4 files in a shared network location referred to below as the published location InTouch setup IP Office TAPI Installer.NET 3.5 SP1 standalone installer (dotnetfx35.exe) SettingsMain.xml 10. Notify users of location for the items listed above the published location.

12 12 InTouch Administration Guide Pre Installation wizard: Example of completed Pre-configuration Wizard

13 Installation Installation Before beginning the installation, ensure that the InTouch_setup.exe, IP Office TAPI Installer & SettingsMain.xml are available at the published location Install the latest IP Office TAPI Installer Install.Net 3.5 SP1 if not already installed. (Refer below for further information on.net) 3. Run the InTouch_setup.exe from the published location as specified in step 8 of the pre installation section 4. Click <Yes> if you receive a UAC warning (Windows Vista & 7) 5. On the Welcome Screen, click Next 6. Accept license and click Next 7. Choose whether or not to enable Yahoo! integration 8. Enter the IP address of the Avaya IP Office (click <Check this address> to confirm the correct address setting, click <Next> 9. Click <Next> on the Select Destination Location screen 10. Select the language to be installed, click <Next> 11. Click <Install> to begin installation and click <Finish> once installation is completed 1. The InTouch components will be installed 2. Then dependencies will be installed Microsoft Shared Add-in extensibility update 3. Then final registration of components will be done Note: Please ensure that the "Location", "Area Code" and "Dialling Rules" are configured correctly on each PC to have InTouch installed. Please refer to Appendix B for more details. Note: While it is not required that all active extensions of an IP Office are pre populated in an Active Directory and accessible from the Global Address Book, it will make for a better user experience. Also it is not advisable to do the installation of InTouch on a PC while connected to the published location via VPN..Net 3.5. SP1 InTouch requires Microsoft.Net Framework version 3.5 with service pack1 to operate correctly. To determine if.net 3.5 SP1 is already installed please refer to the Microsoft Knowledge Base article ( SettingsMain.XML If the InTouch installer is able to locate a SettingsMail.xml (default settings file) it will use this as the starting point for the InTouch settings file. If there is no SettingsMain.XML file, or the file is incomplete, the user will be notified of this as part of the installation process and the user will need to configure all settings within the InTouch settings manually.

14 InTouch Administration Guide Uninstall InTouch can be un-installed using standard Windows conventions from Control Panel. The uninstall process does NOT remove any user configuration. Uninstalling InTouch will not uninstall Avaya IP Office TAPI or.net Framework. 2.6 First Run If no InTouch licenses are available the software will still run for 7 days. Any license that is available will override the 7 day trial. The user will be prompted to select their extension from the list of available extensions. If the Avaya TAPI driver is not configured correctly or the IP Office is unavailable InTouch will not function, and display the error "Service Offline". Note: If an extension is added to the IP Office whilst InTouch is running, it will not be available for selection until the PC is restarted. The InTouch panel will initially be devoid of contacts, allowing the user to pick exactly the contacts that he or she is interested in for day-to-day communication. If the user is running Skype, the user will be prompted by Skype to allow access to "OUTLOOK.EXE".

15 Installation 3 Other Features 3.1 InTouch Service Reliablity 15 Each of the Outlook, IP Office, Skype, Yahoo!, MSN & IQ Dialling groups of features are provided by an InTouch service (not to be confused with a Windows service). InTouch attempts to start each of these services on startup. Upon failure a service will be scheduled for a restart after approximately 1 minute. If a given service fails to start, the functions provided by the service will be unavailable to the user. Furthermore contacts provided by the service will either be unavailable or the contact details will be maintained but the presence will be unavailable. Service Software information is available from the "Diagnostics" window, available by clicking on the "i" button (bottom right corner of the InTouch panel) then clicking the <Diagnostics> button. Further information available in Diagnostic File

16 InTouch Administration Guide Outlook Calendar Mining InTouch will mine the calendar information of those "Prime Contacts" who are sourced from the Microsoft Exchange Global Address List. This information will be updated every 5 minutes. InTouch will not mine the calendars of contacts who are not nominated as "Prime Contacts". This feature requires that the calendar of the contact to be mined, has allowed "Reviewer" access to their calendar. In Outlook, from the user to be monitored: Select "Tools" then "Options" From the "Preferences" tab, select "Calendar Options" Select "Free/Busy Options" Select the Permissions tab Set the Default and Anonymous permission level as Reviewer

17 Other Features 17 NOTE: By default, Outlook will only publish 2 months of Calendar free/busy information. In order for InTouch to correctly display the date of an appointment expiration beyond this time, the published months will need to be extended. In Outlook: Select "Tools" then "Options" From the "Preferences" tab, select "Calendar Options" Select "Free/Busy Options" Select the Permissions tab Select "Other Free/Busy..." Change the "Publish (x) month" to the required value

18 18 InTouch Administration Guide 4 Basic Troubleshooting 4.1 Networking/System Problems To check network connectivity to the IP Office, make sure you are able to ping the IP Office IP Address via Command prompt from the InTouch PC and make sure a reply is received. Command prompt can be accessed as follows Windows XP "Start">"Run" and typing in "cmd". In the Command prompt type in "ping <IP Office IP Address>" Windows Vista & Windows 7 "Start" > "All Programs" > "Accessories" > "Command Prompt". In the Command prompt type in "ping <IP Office IP Address>" Note: To change the IP address of the IP Office on the InTouch PC, go to Control Panel>Phone & Modem Options>Advanced and select "Avaya IP Office TAPI2 Service Provider" and change the "Switch IP Address" To check if the Avaya TAPI2 driver is configured in "Third Party" mode Control Panel>Phone & Modem Options>Advanced and select "Avaya IP Office TAPI2 Service Provider" and select "Third Party". The "Switch Password" is optional, please contact you system administrator for further information. To check if the version of Exchange/Outlook/Skype/Yahoo!/MSN are supported Exchange - Please check the version of the Exchange with your System Administrator Outlook - In Microsoft Outlook, click on Help>About Microsoft Office Outlook Skype - In Skype, click on Help>About Skype Yahoo! - In Yahoo!, click on Help>About Yahoo! Messenger MSN - In MSN, click on Help>About Messenger

19 Basic Troubleshooting 19 To check if the Operating System & Hardware meets the minimum requirement for InTouch Windows XP - Click on "Start" and then Right Click on "My Computer" and select "Properties" Windows Vista & Windows 7 - Click on "Start" and then Right Click on "Computer" and select "Properties" To check if the Client meets the.net Framework requirement for InTouch. Windows XP - Click on "Start">"Control Panel" and "Add or Remove Program" Windows Vista & Windows 7- Click on "Start">"Control Panel" and "Programs and Features" To check if dialling problems are due to TAPI or Intra-Company dialling misconfiguration. The InTouch dial box and button does not use the Windows TAPI settings or the InTouch Intra-company dialing settings so the dial box and button can be used to determine if there are user PC configuration issues in Windows TAPI settings or the InTouch Intra-company dialing settings.

20 InTouch Administration Guide Licensing Error Messages The following errors may be displayed when InTouch is unable to obtain a valid license, or detects an issue with the licence file within the " InTouch Licensing" mailbox "OL1" - licence missing (Resolution) Install a valid licence key into the " InTouch Licensing" mailbox "OL2" - licence corrupted (licence XML does not have a valid root element) (Resolution) Re-Install a valid licence key into the " InTouch Licensing" mailbox "OL3" - licence expired (Resolution) Install a valid licence key into the " InTouch Licensing" mailbox "OL4" - the code base is not intact (Resolution) Re-Install a valid licence key into the " InTouch Licensing" mailbox "OL5" - licence corrupted (the type of the licence in the ".LIC" file is unrecognized) (Resolution) Install a valid licence key into the " InTouch Licensing" mailbox "OL6" - there is an error related to the licensed domain (Resolution) Contact [email protected] for license detail confirmation and license file regeneration, if required "OL7" - there is an error related to the licensed domain (Resolution) Contact [email protected] for license detail confirmation and license file regeneration, if required "OL8" - InTouch has worked offline for too long and the InTouch licence cache has expired (Resolution) Reconnect Outlook to the Exchange server, so as to allow InTouch to collect a valid licence from the " InTouch Licensing" mailbox "OL9" - No valid licence was found when the initial 7 day trial period has expired (Resolution) Install a valid licence key into the " InTouch Licensing" mailbox

21 Basic Troubleshooting Diagnostic File With InTouch running, Click on About InTouch. Small icon at bottom right corner of the InTouch Panel Next Click on Diagnostics. The Diagnostics will provide you various information for: Outlook Based Licensing Avaya IP Office TAPI IQ Dialling (Word Capture) Outlook Skype Yahoo! Messenger Windows Live Messenger (MSN) Clicking on Export produces a text file containing this diagnostic information InTouch Logs (Event Viewer) The logs in Windows XP are written to C:\Documents and Settings\<user>\Application Data\AdvaTel\InTouch\log.fdb The logs in Windows Vista & Windows 7 are written to C:\Users\<user>\Application Data\Roaming\AdvaTel\InTouch\log.fdb 4.5 COM Add-ins Outlook 2010: File>Options>Add-Ins>Manage "Comm Add-ins" and click <Go...> Outlook 2007: Tools>Trust Centre>Add-Ins>Manage COM Add-ins and Click <Go... > Outlook 2003: Tools>Options>Other>Advanced Options->COM Add-Ins Note: If InTouch is registered with Outlook. It will appear in this list. If InTouch is successfully loaded then it will be checked and the load behaviour label will say loaded at start up If InTouch does not successfully load the tick box will be unchecked and an error message will appear against the load behaviour label.

22 InTouch Administration Guide Dialling Rules InTouch uses the Phone/Modem Dialling Rules of the PC for it's own dialling rule. Changes to the Phone/Modem Dialling Rules will result in changes to the displayed numbers within InTouch. The number displayed next to the InTouch contact, is the actual number InTouch will dial. The number displayed by the "Hint" when hovered over the number, is the original number obtained from the imported directory. To change the dialled number, refer to Appendix B

23 Basic Troubleshooting 5 Appendix A: Digit for External Line Using IP Office Manager IP Office Manager>Short Codes In this example the access code for an external line is "9". Please check with you Avaya IP Office system installer. 23

24 24 6 InTouch Administration Guide Appendix B: Phone and Modem Options InTouch uses the Windows "Phone and Modem" rules in order to make calls. These settings can be found in: Control Panel > Phone and Modem Options In this example, the outside line access for local and long-distance calls is "9". Additional information on these setting can be found at: