Cloud Services User Manual: Global Caché Version 1.0.0
About Syn-Apps Syn-Apps L.L.C. was founded in 2001 as a consulting firm focused on developing software for IP telephony platforms. Since that time, Syn-Apps has evolved as a market leader in enterprise-wide paging and notification solutions designed to improve business processes, increase safety, and streamline internal and external communication. Since 2001, over 2,000 organizations have integrated our notification software with phones, paging systems, IP speakers, and hundreds of other internal systems and services. Syn-Apps has an extensive knowledge base in numerous development technologies. In addition, Syn-Apps has a strong background in network design and networking fundamentals. We believe this combination of experience in a broad range of technologies allows us to offer our customers an end-to-end application development solution. We believe that in order to have a successful application deployment, one should not only understand the development environment, but also understand how the application will interact with the rest of network. Syn-Apps has extensive networking experience based on a number of network development and design projects for many Fortune 100 companies. We believe that this enables us to become a valuable asset to any development team. Syn-Apps developers have a wide variety of development experience in many diverse industries. Our developers have been employed by, or consulted for companies such as Oracle, Microsoft, Cisco, General Motors, General Dynamics, Bloomberg, and many others. All of our developers have a keen understanding of the software development life cycle and know how to develop successful applications. At Syn-Apps we understand the importance of a team environment and are comfortable developing and sharing information to ensure that the best of breed product is produced.
Contents 3 Table of Contents Part 1 Global Caché Overview 5 1 System... Requirements 6 2 Network... Requirements 7 Part 2 SA-Announce Cloud Services User Interface 9 1 SA-Announce... Cloud Services UI 9 2 Creating... Groups in SA-Announce 11 Part 3 Global Caché Notifier Instructions 14 1 Notification... Recipients 15 2 Global... Caché Devices 19 Part 4 Help and Support 23 1 Documentation... 23 2 Knowledge... Base 24 3 Prepare... Report 25 3
Global Caché Overview Part 1
Global Caché Overview 1 5 Global Caché Overview Introduction The Global Caché Notifier allows organizations the ability to automatically control electronic endpoints via Global Caché devices. This guide assumes the electronic devices desired to be controlled have been previously configured to Global Caché devices. In addition, SA-Announce 9.0.12 or higher must be installed and configured with an active Cloud Services license. If it has not previously been configured, please refer first to the SA-Announce User Manual for additional installation and configuration. Contact Syn-Apps Sales for additional details.
6 1.1 Cloud Service User Manual: Global Caché System Requirements This section provides an overview of the System Requirements for SA-Announce and Cloud Services. For full requirement details, visit the SA-Announce User Manual. Server Requirement Description Software Requirements Supported Versions Operating System Windows Windows Windows Windows Microsoft.NET Microsoft.NET 4.5 2008 SP2 (32-bit or 64-bit versions) 2008 R2 2012 2012 R2 (64 bit) *Automatically installed if the server has internet access (or download here) [Included with Windows 2008 R2] Hardware Requirements Server hardware minimum requirements listed below CPU Any dual core processor (minimum recommended) Memory 2 GB of system memory (minimum requirement) Hard Drive 10 GB of hard drive space on top of OS requirements (minimum requirement) Global Caché Notifier Requirements Description SA-Announce 9.12 or above SA-Announce is required in order for the Global Caché Notifier to receive notifications. Global Caché Devices Cloud Services supports certain Global Caché devices to control electronic devices. Visit www.globalcache.com/ to purchase devices. Global Caché Notifier User Interface Setup The Global Caché Notifier Service setup program. The SA-Announce Configuration Utility will download and install the Global Caché Notifier service and the web user interface into IIS, such that no intervention is required. Consult Syn-Apps Support if the SA-Announce configuration utility does not properly download and install the Global Caché Notifier.
Global Caché Overview 1.2 7 Network Requirements Consult the table below to determine which ports need to be opened to allow proper operation. Network Requirements Description Port 443 All Cloud Services Notifiers require access to the internet thru SSL (Secure Socket Layer) via HTTPS, port 443. Communicating between the Global Caché Notifier and SAAnnounce Port 8008 Both SA-Announce and the Global Caché Notifier use Port 8008, (default), to communicate with each other. This communication is bi-directional. This is only required to be open to the outside when the Global Caché Notifier and SA-Announce are running on separate servers. Communicating between the Global Caché Notifier and Global Caché Device(s) MAC Address The MAC Address is located on the bottom of each Global Caché device. Each device has a unique MAC Address. Port 9131 Port 9131 must be open for the Global Caché Notifier to control the Global Caché devices. Global Caché Device IP Address The Global Caché Notifier requires the IP address for every Global Caché device. Port 4998 Port 4998 must be open for the Global Caché Notifier to control the Global Caché devices.
SA-Announce Cloud Services User Interface Part 2
SA-Announce Cloud Services User Interface 2 9 SA-Announce Cloud Services User Interface This section explains how to access the Global Caché Notifier via the SA-Announce Cloud Services user interface. Login to the SA-Announce user interface using the User name and Password created when installing and configuring SA-Announce. 2.1 SA-Announce Cloud Services UI Cloud Services All available Cloud Services Notifiers can be found in the SA-Announce user interface by navigating to Groups >> Create / Edit Groups >> Cloud Services tab of a previously created Paging Group. Refer to the SA-Announce User Manual for more information about creating Paging Groups. Note: Each Notifier has its own user interface. Do not confuse the two user interfaces. The Notifier UI is accessed via the SA-Announce Cloud Services tab, but its purpose is completely different from the SA-Announce UI. The Notifier UI is designed specifically to manage registered endpoints and various settings while the SAAnnounce UI controls the notification groups and endpoints associated with the notification group(s). 1. Before viewing specific Notifier endpoints in the SA-Announce UI, use the Select Group to Edit dropdown list and choose the correct notification group. It is important to select a specific group first because each group may have different Notifier endpoints associated with the group. If a group has not been created before, an authorized user must create a group. 2. The blue GlobalCachéNotifier(1) link will display the number of associated endpoints in brackets (x). For example, the screenshot shows GlobalCachéNotifer(1). This means there is only one Global Caché device associated with the 7800_EmergencyAlert SA-Announce notification group. 3. Click on the GlobalCachéNotifier(1) in the Available Recipient Modules table to open the Global Caché Notifier UI. Users may view, add, modify, or delete devices from a specific notification group in the Global Caché Notifier UI.
10 Cloud Service User Manual: Global Caché 4. Once Cloud Services endpoints are configured, authorized users may send SA-Announce notifications. See your SA-Announce User Manual for directions on sending SA-Announce notifications.
SA-Announce Cloud Services User Interface 2.2 11 Creating Groups in SA-Announce Groups >> Create / Edit Groups >> General Groups must first be created in SA-Announce before assigning Notifier endpoints. The standard notification group setup process is described in this section. For information on creating different group types, refer to the appropriate SA-Announce User Manual. To create a new group select Groups >> Create / Edit Groups >> General. Click New Group button located in the bottom-left of the application.
12 Cloud Service User Manual: Global Caché Configure the following settings for the new group: Notification Group Setting Description Enter a Group Name Enter a descriptive name for the group. Group Type Select a group type. A Normal notification group type is recommended. Refer to your SA-Announce User Manual >> SA-Announce Notification Group Types section for details on additional group types. Server Group* Use with the Redundancy feature. Select the server group where this notification should reside. Select <None> to run the group on the publisher. This field will only be editable if the redundancy subsystem has been configured. Group Phone Settings Line Number Dial the extension to activate the notification group. SA-Announce will suggest the next available line number however users must ensure that their call manager is configured to route this line number to SA-Announce. An alternative method would be entering a unique number to generate a specific line number. Partition* The partition the group phone belongs to. For example, phones hones must have a CSS containing this partition to be able to dial the group. Device Pool* The device pool the phone belongs to. The Device Pool must be set such that callers receive a G.711 codec lookup. Misc Settings Use Security Code When checked, an additional field is presented. Enter a DTMF security code to secure the group. Initiators are required to enter the DTMF security code before the notification can continue. Send Caller-ID IP phone screens within the selected group will receive the initiators' caller ID. Emergency Enable to send text and audio stream to busy phones. Volume* The Volume drop-down menu allows users to adjust the volume of audio on IP phone speakers. The Default volume setting uses the setting of each phones' speaker individually. Other settings, such as 90% and 80%, override the current volume setting on the phone and forces the phone to play the audio at the percentage of maximum volume specified. IP speakers can be made to use the groups volume setting by adjusting the speakers volume to 0 in the IP Speaker configuration table Settings >> IP Endpoint Setup >>Syn-Apps IP. While this does affect the volume of phones, it does not affect the volume of External Phones, Legacy IP devices, or Alertus notifications. Group Opening Tone Group Opening Tone Send a predefined audio notification tone to destination end-points. Select an opening tone to be played. For live audio group types, the caller confirmation tone will be played once the opening tone completes. * Feature may vary across SA-Announce platforms. Ignore this setting if your SA-Announce user interface does not list this setting. Click Add Group. The group can be saved, although endpoints have not been associated. Endpoints can be configured after saving the group. Click the Save Group button to save changes.
Global Caché Notifier Instructions Part 3
14 3 Cloud Service User Manual: Global Caché Global Caché Notifier Instructions This section provides details on using the Global Caché Notifier user interface. Navigate to SA-Announce >> Groups >> Create/Edit Groups >> Cloud Services >> GlobalCachéNotifier to access the Global Caché Notifier UI. Cloud Services integrates with Global Caché devices, which serve as contact closures for various endpoints. When SA-Announce sends a notification to the Global Caché Notifier, the associated Global Caché device pins are switched on or off. The following Global Caché devices are currently supported by Cloud Services: Global Caché itach Devices itach WF2CC itach IP2CC itach IP2CC-P Global Caché GC-100 Network Adapters GC-100-12 GC-100-18 GC-100-18R
Global Caché Notifier Instructions 3.1 15 Notification Recipients Notification Recipients tab SA-Announce >> Groups >> Create/Edit Groups >> Cloud Services >> GlobalCachéNotifier >> Global Caché Notifier UI >> Notification Recipients The SA-Announce Configuration Utility will download and install the Global Caché Notifier service and the web user interface into IIS, such that no intervention is required. Consult Syn-Apps Support if the SA-Announce configuration utility does not properly download and install the Global Caché Notifier. The Global Caché Notifier user interface will open in a new window. The Notification Recipients tab will be shown by default. The Global Caché Notifier user interface is used for administrators to manage various settings and registered Global Caché devices.
16 Cloud Service User Manual: Global Caché Configuring Global Caché Device Options Adding and Removing Devices: Use the Global Caché Notifier UI to add available Global Caché devices to an SA-Announce notification group. Select endpoints in the Available list using the double-right arrow button >> to move the highlighted endpoints to the Selected list. To remove endpoint(s) from the Selected list, click to highlight the endpoints and use the double-left arrow button << to move the endpoint back to the Available list. Suggested Tips: Standard Windows Ctrl-Click and Shift-Click can be used to select endpoints. Use the Filter button to search for endpoints in either list. Use the Order By dropdown list to re-arrange the endpoints' order either by Name or ID first. Click the Save button to save the Notifier endpoints for a specific notification group. An example of the Global Caché Notifier user interface is shown below:
Global Caché Notifier Instructions 17 Setting Device Options: 1. Select a Global Caché from the Available or Selected column(s) to configure its options. 2. Use the Options table, (to the right of the Selected column), to configure the device. 3. Use the drop-down lists for Relay 1-3 to configure the settings. Choose either On, Off, or Nothing (default). Each Global Caché device allows up to three contact closure / relay settings. 4. Use the corresponding Relay Seconds textbox to controls the length of time a contact closure remains active. 5. Click the Save Options button to save changes. 6. To verify the changes saved properly, find the device in the Available or Selected column. Devices are ordered by default using the Order By: Description. Change the Order By drop-down list to Address to get a better view of the device options. See the screenshots below: Order By: Description (default setting) Order by: Address - Provides a better view of the devices' relay option(s).
18 Cloud Service User Manual: Global Caché Refresh the SA-Announce UI page. Choose the appropriate group from the Groups to Edit dropdown list. The changes made in the Notifier Recipients page will now appear. Click Save Group button to save the endpoints associated with the notification group. A red notification will appear at the bottom of the screen stating changes are active and saved correctly. To update the endpoint count in the parentheses, refresh the SA-Announce UI page (F5) and re-select the group you changed. The changes made in the Notifier Recipients page will now be reflected in the endpoint count. Once Cloud Services endpoints are configured, authorized users may send SA-Announce notifications. See your SAAnnounce User Manual for directions on sending SA-Announce notifications. Note - If there are no Global Caché devices associated to an SA-Announce notification group, (denoted as GlobalCachéNotifier( )), it is most likely because endpoints have not been added in the Global Caché Notifier user interface.
Global Caché Notifier Instructions 3.2 19 Global Caché Devices SA-Announce >> Groups >> Create/Edit Groups >> Cloud Services >> GlobalCachéNotifier >> Global Caché Notifier UI >> Global Caché Devices The Global Caché Devices tab is used to add, modify, and delete Global Caché devices. Available devices are listed in the table containing the device Description, (IP) Address, Device ID, Model, and Last Heartbeat. Tips for using the table: Use the Text Entry Fields, provided under the header row to filter the contact records according to specific fields. Use the corresponding Filter Icons to select a Filter Type. Available Filter Types include: Begins With, Contains, Doesn't Contain, Ends With, Equals, Doesn't Equal. Type the requirement into the text box to automatically filter the list. Use the Enter key to initiate the filter.
20 Cloud Service User Manual: Global Caché Adding a New Device To add a new Global Caché device, navigate to the right-hand column on the user interface. Complete the following fields: 1. Mac Address 2. IP Address 3. Model 4. Description 5. Click the Add New Device button to add the device. If the device was added successfully, a green "Device Added" message will appear in the top-left of the window.
Global Caché Notifier Instructions 21 Modifying an Existing Device To modify an existing device, click on a record. The selected record will be highlighted and the contact information will be populated in the Add or Update Devices table. Update the records and click the Update selected Device button. Deleting an Existing Device To delete an existing device, click on a record. The selected record will be highlighted and the device information will be populated in the Add or Update Devices table. Click the Delete button in the top right corner of the window to delete the record.
Help and Support Part 4
Help and Support 4 Help and Support The following sections describe the Help section of the SA-Announce user interface. Contact Syn-Apps Technical Support on the web at support@syn-apps.com or call 1-866-664-6071 >> Select option 2. 4.1 Documentation Help >> Documentation The Help >> Documentation page contains the SA-Announce User Guide in a PDF format. 23
24 4.2 Cloud Service User Manual: Global Caché Knowledge Base Help >> Request Support >> Knowledge Base The Request Support page contains a Knowledge Base and Prepare Report links. Consult the Knowledge Base tab to find articles pertaining to current issues. Feature requests can also be submitted here. To add Feature Requests, click the Request Support link in the left pane. A new page will open. In the Problem Type drop-down list, select Feature Request. Fill in the remaining required fields and then click the Send Support Request button.
Help and Support 4.3 25 Prepare Report Help >> Request Support >> Prepare Report The Request Support page contains a Prepare Report tab that can be used to generate a Syn-Apps Technical Support request. This is the preferred method to obtain support because all the log files will be automatically sent to Syn-Apps Support. A Support Ticket will be generated for the case. FTP access is required for the process to work automatically. To request support please fill out the following information in the interface provided on the page: Prepare Report Field Description Contact Email Address Enter the email address of the person Syn-Apps Support should contact in response to this trouble ticket. Contact Phone Number Enter the phone number of the person Syn-Apps Support should contact in response to this trouble ticket. Detailed Description Enter a detailed description of the problem in the provided text box, provide as much detail as possible as to how the problem is occurring.
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