alcatel-lucent omnitouch instant communication suite

ICS R6.X – Troubleshooting Guide TG0063 Edition 03 /161

Copyright © 2012 Alcatel-Lucent, All rights reserved

Alcatel-Lucent OmniTouch Instant Communication Suite

Troubleshooting Guide

Release R6.x

Revised Edition3 – January 2012

Summary This document describes the troubleshooting activities in an OmniTouch Instant

Communications Suite.



Disclaimer

This documentation is provided for reference purposes only. While efforts were made to verify the

completeness and accuracy of the information contained in this documentation, this documentation is

provided “as is” without any warranty whatsoever and to the maximum extent permitted.

In the interest of continued product development, Alcatel-Lucent reserves the right to make improvements to

this manual and the products it describes at any time without notice or obligation.

Copyright

Copyright ® 2012 by Alcatel-Lucent. Distribution of substantively modified versions of this document is

prohibited without the explicit permission of the copyright holder.

Distribution of the work or derivative of the work in any standard (paper) book form for commercial purposes

is prohibited unless prior permission is obtained from the copyright holder.

List of Trademarks

Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States and other

countries.

Linux is a registered trademark of Linus Torvalds.

Red Hat is a registered trademark of Red Hat, Inc. in the United States and other countries.

Lotus and Lotus Notes are registered trademarks of Lotus Development Corporation.

All other trademarks and copyrights referred to are the property of their respective owners.



1 About Troubleshooting Guide ............................................................................................................. 11

2 INTRODUCTION ............................................................................................................................... 12

3 TELEPHONY SERVICES APPLICATION ................................................................................................. 14

3.1 Configuration elements ............................................................................................................... 14

3.1.1 Right required for installing and updating product ................................................................ 14

3.1.2 4980 default language at the beginning .............................................................................. 14

3.1.3 « Change password » menu in A4980 .................................................................................. 14

3.1.4 ................................................................................................................................................. 15

3.1.5 How to dispatch new library files (and associated files) to 4980 clients .................................. 15

3.1.6 Impossible to start A4980: license error ............................................................................... 17

3.1.7 Impossible to start A4980 if ICS server is not in the same domain as the client PC ................ 17

3.1.8 Telephony services with remote extension: restrictions ........................................................... 17

3.2 Trace elements ............................................................................................................................ 18

3.2.1 4980 ................................................................................................................................... 18

3.2.2 MyAccess.log ....................................................................................................................... 18

3.2.3 4980 Notes ......................................................................................................................... 18

3.2.4 4980 directory ..................................................................................................................... 19

3.2.5 Generic connector ............................................................................................................... 19

3.2.6 4980 authentication traces / unified login ............................................................................ 19

3.2.7 Nomadic / VoIP ................................................................................................................... 19

3.2.8 Websoftphone traces ........................................................................................................... 20

3.2.9 Way to see dial able numbers .............................................................................................. 20

3.3 Already encountered situations and solutions ............................................................................... 22

3.3.1 No possibility for Nomadic GSM doing / receiving call ......................................................... 22

3.3.2 VoIP module installation for websoftphone IP ....................................................................... 24

3.3.3 Checking the Quality of Service (QoS) .................................................................................. 25

3.3.4 Checking the Windows Task Manager .................................................................................. 27

3.3.5 Checking the audio tuning ................................................................................................... 29

3.3.6 Checking audio devices ....................................................................................................... 29

3.3.7 Checking the client computer device .................................................................................... 30

3.3.8 Analysing the “Initialisation in progress” state ....................................................................... 30

3.3.9 Application is running and enters in “Initialization in progress” state ..................................... 31

3.3.10 “Initialization in progress” with 4980 Softphone in Nomadic mode ....................................... 31

3.3.11 Port(s) must be opened when using a VPN or a Firewall ........................................................ 31

3.3.12 Checking the VoIP Gateway configuration ............................................................................ 32

3.3.13 Checking abers.exe process. ................................................................................................ 32



3.3.14 Checking “abers” and “gaelic” processes ............................................................................. 32

3.3.15 Checking audio devices ....................................................................................................... 33

3.3.16 Checking Nomadic Ghost Z resources ................................................................................. 33

3.3.17 4980 Heavy Client could not connect to server after activating HTTPS ................................... 34

3.3.18 Wrong https address used from A4980 to access web Messaging services ............................ 35

3.3.19 A4980 - Phone cannot put it on hold and get it back with A4980 ......................................... 35

3.3.20 No DTMF access from 4980 ................................................................................................ 35

3.3.21 Routing VLAN problem ........................................................................................................ 35

3.3.22 Impossible to connect you to Websoftphone or WebAdmin with IE ........................................ 36

4 INTELLIGENT RICH PRESENCE ........................................................................................................... 37

4.1 Presentation ................................................................................................................................ 37

4.2 What has to be checked if it does not work .................................................................................. 37

5 MY INSTANT COMMUNICATOR ........................................................................................................ 38


5.1.1 Right required for installing and updating product ................................................................ 38

5.1.2 My Instant Communicator on PC .......................................................................................... 38

5.1.3 My Instant Communicator on IP Touch: Homepage .............................................................. 38

5.1.4 Administration ..................................................................................................................... 38

5.1.5 Application initialization ....................................................................................................... 39

5.1.6 Advanced configuration ....................................................................................................... 39

5.1.7 My Instant Communicator on IP Touch: Receive Instant Message .......................................... 40

5.1.8 Properties file ....................................................................................................................... 41

5.1.9 ICS WebAdmin .................................................................................................................... 41

5.2 Trace elements ............................................................................................................................ 43

5.2.1 Setup log on MyIC ............................................................................................................... 43

5.2.2 Get log file .......................................................................................................................... 43

5.2.3 Stop log on MyIC ................................................................................................................. 43

5.2.4 Tracing of MyICService process/service ................................................................................ 44

5.2.5 VOIP Traces on MyIC ........................................................................................................... 46

5.2.6 Complement of traces for the Teamwork part ....................................................................... 46

5.2.7 My Instant Communicator on IP Touch: Homepage .............................................................. 47


5.3.1 No access to homepage nor the other PRS application on IP Touch set ................................. 48

5.3.2 No access to homepage but the other PRS application on IP Touch set .................................. 48

5.3.3 MyIC QoS configuration ...................................................................................................... 48

5.4 MyIC SIP ..................................................................................................................................... 48

5.4.1 MyIC ................................................................................................................................... 48



5.4.2 To setup logs for MyIC or abers ........................................................................................... 49

5.4.3 To setup log for ecwhost ...................................................................................................... 49

5.4.4 Already encountered situations and solutions ....................................................................... 49

6 MESSAGING SERVICES APPLICATION ................................................................................................ 51


6.1.1 Check SMTP and Exchange server ........................................................................................ 51

6.2 Exchange Server 2007 configuration ........................................................................................... 51

6.3 Trace elements ............................................................................................................................ 51

6.3.1 VoiceApplications Traces ...................................................................................................... 51

6.3.2 IMS traces ........................................................................................................................... 52

6.3.3 SMTP/Javamail traces .......................................................................................................... 52


6.4.1 Cannot listen to voice mail messages in external phone set .................................................. 52

6.4.2 Connection problem to 4635 voice mail system ................................................................... 52

6.4.3 Not possible to record a voice message in a mailbox if not known by ICS server ................... 54

6.4.4 Messaging services: IM -> “Voicemail internal error (server error)” ....................................... 54

6.4.5 Messaging services voicemail break out ............................................................................... 54

6.4.6 UM with plug-in ................................................................................................................... 54

7 Message Waiting Indicator (MWI) FEATURE ......................................................................................... 59

7.1 MWI principle .............................................................................................................................. 59

7.2 MWI software architecture ........................................................................................................... 60

7.3 General information on ICS Exchange Plug-in ............................................................................. 60


7.4.1 Notification tests .................................................................................................................. 63

7.5 Trace elements ............................................................................................................................ 65

7.5.1 On OmniPCX Enterprise system (traces should be done one after the other, i.e., 4 voice

message recording) – SIP traces .......................................................................................................... 65

7.5.2 On OmniPCX Enterprise system - t3 traces ........................................................................... 65

7.5.3 Log voice application service ................................................................................................ 65

7.5.4 Log Masc service ................................................................................................................. 66

7.5.5 Log Sip server ...................................................................................................................... 67

7.5.6 On ICS exchange connector ................................................................................................ 68

7.5.7 On Exchange system - plug-in traces.................................................................................... 68

7.5.8 Logzipper ............................................................................................................................ 68


7.6.1 On ICS 6.5.000.105.b ........................................................................................................ 69

7.6.2 Exchange server with plug-in ................................................................................................ 69



8 OUTLOOK EXTENSIONS APPLICATION ............................................................................................. 70


8.1.1 Control Outlook extensions running or not in Citrix environment .......................................... 70

8.1.2 Check the canonical transformation for extensions ............................................................... 70

8.1.3 Command to start extension installation in a verbose mode .................................................. 70

8.2 Trace element ............................................................................................................................. 71

8.2.1 Set trace according to the context ......................................................................................... 71

8.2.2 Trace on client PC................................................................................................................ 72

8.2.3 MyAccess.log (Outlook / Notes) ........................................................................................... 72

8.2.4 WebSoftphone.log (Outlook only) ........................................................................................ 73

8.2.5 MapiExtension.log (Outlook only) ......................................................................................... 73

8.2.6 UnifiedLogin ........................................................................................................................ 73

8.2.7 Messaging services .............................................................................................................. 73

8.2.8 Telephony services ............................................................................................................... 73

8.2.9 One number services ........................................................................................................... 75

8.2.10 Popup incoming calls problem ............................................................................................. 75


8.3.1 Microsoft Office 2007 .......................................................................................................... 75

8.3.2 Outlook extensions are not available ................................................................................... 75

8.3.3 Telephony services does not start via outlook extensions ....................................................... 76

8.3.4 Telephony services does not work from Outlook/Notes extensions ........................................ 76

8.3.5 Outlook extensions start then stop immediately .................................................................... 76

8.3.6 Toaster not coming .............................................................................................................. 76

8.3.7 Certificate error with Telephony services from Outlook Extensions ......................................... 77

8.3.8 Strange system behavior related to Exchange plug-in ........................................................... 77

9 LOTUS APPLICATION ......................................................................................................................... 78

9.1 Things you need to know ............................................................................................................. 78

9.2 Domino server ............................................................................................................................ 79

9.2.1 Traces ................................................................................................................................. 79


9.3 Sametime Server ......................................................................................................................... 82

9.3.1 Traces ................................................................................................................................. 82


10 High Availability troubleshooting ........................................................................................................ 84

10.1 Before you start ........................................................................................................................... 84

10.2 What do we need to investigate on HA installation issues ............................................................. 84

10.3 How to install a Hotfix in a HA environement ............................................................................... 85



10.4 How to reboot a HA system ......................................................................................................... 85

10.4.1 What can we do when some status happend ........................................................................ 85

10.5 Fencing ....................................................................................................................................... 85

10.6 Traces Element ............................................................................................................................ 86

10.7 How to switch a failing server on the HA ...................................................................................... 86

10.8 MULTICAST ................................................................................................................................. 86

10.8.1 Clusters with same name If configuration files of the cluster ( e.g. cluster.conf) have been

erased during the broadcast, replace all of them by the relevant files .................................................. 86

10.8.2 Multicast case ...................................................................................................................... 86

10.9 Some useful command ................................................................................................................ 88

10.9.1 Set a server in primary mode ............................................................................................... 88

11 ONE NUMBER SERVICES APPLICATION ............................................................................................. 89

11.1 Trace elements ............................................................................................................................ 89

11.1.1 CRS supervision console ...................................................................................................... 89

11.1.2 Increase traces in CRS.......................................................................................................... 90

11.1.3 Traces on PBX ...................................................................................................................... 91

11.1.4 RSI point cannot be monitored ............................................................................................. 91

11.1.5 One number services problem: one way audio connection ................................................... 92


11.2.1 RSI point is not defined on main TSA .................................................................................... 92

11.2.2 External forward not working for incoming internal calls ....................................................... 92

11.2.3 One number services does not work => homepage very slow ............................................. 93

11.2.4 Crsd service starts then stops immediately ............................................................................ 93

11.2.5 RSI synchronization Issue ..................................................................................................... 95

12 HOMEPAGE, WEBADMIN INTERFACE ................................................................................................ 99


12.1.1 Check DNS configuration .................................................................................................... 99

12.1.2 If Websoftphone IP or Websoftphone IP Nomadic does not install on PC ............................... 99

12.1.3 IP WebSoftPhone / error when starting "Call is imposible due to an internal error (VoIP) ........ 99

12.1.4 Web authentication traces activation .................................................................................... 99

12.1.5 WebAdmin traces activation ................................................................................................. 99

13 Terminal User Interface (TUI) ............................................................................................................ 101

13.1 Configuration elements ............................................................................................................. 101

13.2 Trace elements .......................................................................................................................... 104

13.2.1 VoiceApplications .............................................................................................................. 104

13.2.2 VXML engine ..................................................................................................................... 104

13.2.3 LOG files ........................................................................................................................... 105



13.3 DTMF traces .............................................................................................................................. 105

14 MULTI SERVER CONFIGURATION .................................................................................................... 106


14.1.1 Media Server load balancing checking ............................................................................... 106

14.2 Trace elements .......................................................................................................................... 106

15 Presentation Server (PRS) APPLICATION ............................................................................................ 107


15.1.1 PBX configuration for IPTouch applications ......................................................................... 107

15.1.2 Trace elements .................................................................................................................. 108

15.2 Already encountered situations and solutions ............................................................................. 108

15.2.1 PRS does not work after old database restore ..................................................................... 108

16 EVENTS SERVER INTERFACE ............................................................................................................. 109


16.1.1 Alarm notification configuration ......................................................................................... 109

16.1.2 Checklist if Events Server is not working.............................................................................. 109

16.2 Trace elements .......................................................................................................................... 111

16.2.1 Traces to do if the Event Server freeze ................................................................................ 111

16.2.2 Trace in case of event server froze (when a reboot is necessary) .......................................... 111

17 FLEXLM APPLICATION ...................................................................................................................... 112

17.1 Trace elements .......................................................................................................................... 112


17.2.1 Flexlm service does not start ............................................................................................... 112

17.2.2 Cannot get users of <feature>: No such feature exists (-5, <number>) ............................. 112

17.2.3 Invalid license key (inconsistent authentication code) .......................................................... 113

18 MIDDLEWARE CTI - OTS ASPECTS .................................................................................................... 114


18.1.1 4980 Plug-in / TSA Manager, installation from webadmin .................................................. 114

18.1.2 4980 Plugin / TSA Manager, installation from the cab file .................................................. 114

18.1.3 PMS Configuration precautions .......................................................................................... 114

18.1.4 Acapi database access via LDAP browser ........................................................................... 115

18.1.5 Log files ............................................................................................................................ 115

18.1.6 ICS database access via LDAP browser .............................................................................. 115

18.2 Trace elements .......................................................................................................................... 116

18.2.1 OTS status check ............................................................................................................... 116

18.2.2 OTS traces ........................................................................................................................ 116

18.2.3 Events generated by OTS server ......................................................................................... 117

18.2.4 PBX CSTA traces ................................................................................................................ 119




18.3.1 Removing one OTS node ................................................................................................... 120

18.3.2 Restarting only one node ................................................................................................... 120

18.3.3 Problem to connect to OTS ................................................................................................ 121

18.3.4 OTS / Force loading Qmcdu from PBX ............................................................................... 121

18.3.5 OTS loops with error « OTS_AG_ ADM 4 FREAD » .............................................................. 121

18.3.6 Wrong OTS / node name .................................................................................................. 122

18.3.7 Telephony services users unknown by OTS server ............................................................... 122

18.3.8 OTS-CSTA Connection fails if a PCX node is not in the same DNS domain than the ICS server

122

18.3.9 Need to restart ACAPI after CPU switchover in spatial redundancy ...................................... 122

18.3.10 ACAPI does not start ...................................................................................................... 123

18.3.11 ACAPI: “Host key verification failed” ............................................................................... 124

18.3.12 Acapi service not started ................................................................................................ 125

18.3.13 ACAPI synchro doesn't work immediatly.......................................................................... 125

18.3.14 Modify PBX IP address .................................................................................................... 126

18.3.15 Error: 4 OTS_AG_CSTA 13 OBJ_NOT_FOUND evtcCrid 0 on ots 3595 ......................... 126

18.3.16 OTS manager plug-in .................................................................................................... 126

18.3.17 DTMF traces .................................................................................................................. 127

19 MEDIA SERVER ASPECTS .................................................................................................................. 128

19.1 Trace elements .......................................................................................................................... 128

19.1.1 Trace set at the start of the media server ............................................................................ 128

19.1.2 PBX SIP traces .................................................................................................................... 128

19.1.3 Call handling traces .......................................................................................................... 128

19.1.4 VxML HTTP traces on ICS ................................................................................................... 129

19.1.5 On ICS system - SIP traces ................................................................................................. 129

19.1.6 On ICS system - AL traces .................................................................................................. 130

19.1.7 On ICS system - RS traces .................................................................................................. 130


19.2.1 SIP service does not start .................................................................................................... 131

19.2.2 SIP / ICS application unregister without reason ................................................................... 131

19.2.3 Spatial Redundancy issue ................................................................................................... 131

19.2.4 Disable G729 codec .......................................................................................................... 131

19.2.5 Unable to connect to voice mail or leave voice mail message ............................................. 132

19.2.6 Unable to save greetings message with LS .......................................................................... 133

19.2.7 Modification of interdigit timeout ........................................................................................ 133

20 DATABASE PROBLEMS ..................................................................................................................... 134



20.1 Check LDAP directory is loaded on ICS server ............................................................................ 134

20.2 Set traces on Universal Directory components (UDAS) ................................................................ 135

21 LINUX SYSTEM ASPECTS .................................................................................................................. 136


21.1.1 Time & Time Zone ............................................................................................................. 136

22 BEFORE CALLING ALCATEL-LUCENT'S SUPPORT CENTER ................................................................ 137

23 ICS SERVICES DID NOT START ......................................................................................................... 138

24 ANNEX: LOG4JADMIN .................................................................................................................... 139

24.1 If you are not able to connect to some log4j webpage ................................................................ 140

25 ANNEX: LDAP BROWSER CONNECTION ......................................................................................... 141

25.1 LDAP browser connection example ............................................................................................ 141

25.1.1 LDAP Browser .................................................................................................................... 141

25.1.2 Example 1: typical connection to an LDAP server ................................................................ 141

25.1.3 Example 2: connection to Exchange/Active Directory .......................................................... 143

25.1.4 Example 3: Connection to an Acapi LDAP database ........................................................... 144

25.2 Focus: Change server database passwords ................................................................................ 145

26 TRICK SSLV2 DESACTIVATION PROTOCOL ...................................................................................... 146

27 ICS backup ...................................................................................................................................... 147

28 Glossary .......................................................................................................................................... 148

1



About Troubleshooting Guide

This document contains information about available trouble shooting in the Alcatel OmniTouch Instant

Communication Suite Telephony services / One number services / Messaging services software product.

Document “Trouble shooting guide“contains for each main features some information about configurations

aspect, traces aspect and already encountered situations and possible solutions.

Related documents

OmniTouch Instant Communication Suite Release Notes R6.X

OmniTouch Instant Communication Suite Feature List R6.X

OmniTouch Instant Communication Suite Installation / Administration / Client guides

R6.X

OmniTouch Instant Communication Suite trainings – Trouble shooting parts

This document is not intended to be read from the 1st

line to the end, but

should be used to search topics.

This document is not intended to explain how to configure the system (for this,

please refer to the related documents) but it is a help on how to troubleshoot

an ICS system.

This document is dedicated to R6.X

Most of the topics will also be applicable to next releases.

First edition created in May 2011



2 INTRODUCTION

Welcome to OmniTouch 8400 Instant Communication Suite

OmniTouch 8400 ICS is leading products for improving real-time communication across the enterprise. This

suite of integrated applications leverages your existing environment and adds capabilities to improve the

efficiency and effectiveness of the individual, the team and across your enterprise.

Instant Communication Suite (ICS) provides unified messaging, audio and data conferencing, personal

routing, instant messaging, sophisticated Softphone capabilities, universal directory access, and presence

information. But what‟s unique about the Unified Communication suite is the ability to integrate all or some of

these functions into your existing business environment and the ability to access the capabilities while away

from the office from any device.

A telephony service is a powerful tool to easily manage your real-time communications at your office or on

the move. It offers a Web Softphone client and a full-featured 4980 Softphone Windows™ client coupled with

Microsoft Exchange/Outlook™, Lotus Domino/Notes™ and corporate Directories (LDAP). When on the move,

Telephony services application allows you to associate any phone: a cellular or home phone for audio or use

your Multi-Media PC with Voice over IP (VoIP).

Messaging services provides message management and a single inbox for all message types: email, voice,

and fax through your existing rich e-mail client including Microsoft Outlook or Lotus Notes. Further you can

access your messages through a Web interface or any phone set (including emails through text to speech)

making it easy to stay connected while away from the office. Messaging services also leverages Enterprise

former investments in e-mail servers, in voice mail (Alcatel 4635/4645) and fax.

One number service provides personal routing of incoming calls based on rules set by the individual user.

Such routing capabilities enable follow me capabilities and call screening according to the caller identification,

time of day and location. Personal routing rules can be set up while in the office or remotely through a Web

interface or through touch-tone on any phone set. One number service is a powerful tool for mobile workers



who need to stay in touch while travelling. One number service is integrated with Microsoft

Exchange/Outlook™ and Lotus Domino/Notes™.

Teamwork services enable knowledge sharing and collaboration through voice and data conferencing.

Through a simple to use Web interface, employees can initiate conferences on the fly or scheduled on a

regular basis including audio, video data and application sharing. Teamwork services also provide presence

information and instant messaging to facilitate effective real-time team communication.

=> troubleshooting guide for this part is in a separate document.

To get more information about the product (product descriptions, feature list, what‟s new document), please

consult the Sales & Marketing section on the Alcatel-Lucent Business Portal at https://businessportal.alcatel-

lucent.com

https://businessportal.alcatel-lucent.com/




3 TELEPHONY SERVICES APPLICATION

3.1 Configuration elements

3.1.1 Right required for installing and updating product

You don't need to be local administrator on your client computer, but you must be at least POWER USER for all

update and installation.

A4980

Extension

MyIC

IP WSP

3.1.2 4980 default language at the beginning

It has to be configured in the A4980.cfg file stored in the A4980 installation directory on each client PC and

on the server in $ECC_HOME/OmniPCXTSA/A4980Update (used for clients upgrade).

This language configuration is initiated in the 4980 setup-msi. We can define a language that will be set in

a4980.cfg file. This language will be used when A4980 starts and for the first connection.

Comment / uncomment the needed line.

[Langue]

; Langage de test

;Langue=3

; Anglais

Langue=4

; Francais

;Langue=5

3.1.3 « Change password » menu in A4980

In A4980, we have a menu entry allowing user to change its password (Menu: Tools → Modification of

Password). This menu entry is only displayed if we have the right configuration in the WebAdmin interface:

Menu "System/Configuration" then tab "Authenticate" and field "URL" (If this field is empty then we do not have

change password menu entry).

Otherwise, you can enter the ICS server name URL follows by: 443/WebAdmin/passwords

for example: ics-server.alcatel-lucent.com:443/WebAdmin/passwords

In this case it will be possible to modify the password by the A4980,



3.1.4

3.1.5 How to dispatch new library files (and associated files) to

4980 clients

To automatically dispatch new library files or new library versions (and their associated files) to A4980 client,

proceed as follow:

On OTS server side, create a folder directory_cnp under the $ECC_HOME/OmniPCXTSA/dyn directory.

Create a file named directory_cnp.ini with the following content (example with two files to transfer).

[General]

; Number of files to transfer

NumberFiles=2

[File_000]

; Name of the first file

Name=a4980cnp_49.dll

; Associated version of the first file



Version=1.0

[File_001]

; Name of the second file

Name=a4980cnp_49.ini

; Associated version of the second file

Version=1.0

Copy the files mentioned above in directory_cnp.ini file (in the example: a4980cnp_49.dll / A4980cnp_49.ini)

to the directory_cnp directory.

The new library files will automatically be transferred to the A4980 clients (under the A4980 installation folder

that is C:\Program Files\Alcatel-Lucent\4980-Softphone by default) at the next A4980 application connection.

After the transfer, two new files will be added (if we consider our example):

• [email protected]

• [email protected]

Each file contains a version section as shown below:

[Version]

Version=1.0

The version indicated in these files is the version that has been specified in the directory_cnp.ini file (see

example above). The goal of this version file is to check any modification of the library files on OTS server

side.

Example: Let‟s consider that a4980cpn_49.dll has been modified (bug fixing for example). To automatically

report the new version of this file to all A4980 clients, change the version in the directory_cnp.ini file as

indicated below (do not forget to copy the new version of the DLL file to the directory_cnp folder)

....

[File_000]

; Name of the first file

Name=a4980cnp_49.dll

; Associated version of the first file

Version=1.1

At the next A4980 application connection, the new DLL file will be automatically retrieved from the server and

the file [email protected] will contain:

[Version]

Version=1.1



3.1.6 Impossible to start A4980: license error

When starting A4980 we have error such as:

"server node is down or not responding (-96,7:11004"")"

You must check the file parameters.txt under $ECC_HOME/OmniPCXTSA/dyn/<ICSfqdn>@3595/cfg under

the "myphone" section; the fields must be correct and not empty:

[MYPHONE]

license_server_host ICS.alcatel.fr

license_server_port 27000

license_file alcotuc.lic

url_unified_login ICS.alcatel.fr:80

url_webphonesetprogramming http:// ICS.alcatel.fr:80

ICS is the host name of the ICS in previous example.

After the modification: do not forget to restart the icsd services.

3.1.7 Impossible to start A4980 if ICS server is not in the same

domain as the client PC

Symptom: It is not possible to start 4980 on port 3596 if the ICS server is not in the same domain as the client

PC.

In our case the ICS server has an FQDN and an alias. This alias is known over the company network thanks to

DNS. The short name of the ICS is not known. OTS doesn‟t support alias.

In that case it is mandatory to use FQDN in the OTS configuration settings or it is necessary that the short

FQDN is known by all the equipments of the company network.

3.1.8 Telephony services with remote extension: restrictions

There is only limited support in Telephony services for remote extension.

Let me just explain what remote extension is:

Remote extension is a way to associate an internal extension number with a public (usually mobile) telephone

set. It is a pure OmniPCX Enterprise function, independent of any application.

Incoming calls are routed to the external number, but are monitored, so that non answered calls can overflow

to voicemail or to a secretary

=> For Telephony services, that means that incoming calls can be monitored, and will appear in the call log,

but you cannot pickup that call (you have to do it on the mobile phone)

Outgoing calls are made from the user's mobile phone, over the PBX automatic substitution. User calls PBX,



and then dials external number, and the called party will see his internal extension number

=> For Telephony services, that means that outgoing calls cannot be initiated from the application

A short comparison between remote extension and Telephony services nomadic GSM:

Nomadic requires ICS, remote extension does not

With nomadic, the user chooses between his internal and his mobile set at Telephony services login

For incoming calls, the behavior is the same

For outgoing calls, with nomadic:

The call must be made from the application

Both the user's mobile phone and the destination are called, and then both calls are connected. (not outgoing

call cost on the mobile phone)

3.2 Trace elements

3.2.1 4980

Copy the file log4cxx.xml on C:\Program Files\Alcatel-Lucent\4980-Softphone

Modify this file to add ALL as debug mode and true for the different topics.

The logs files must be pickup under: %temp%\Alcatel-Lucent\4980\VOIP,

3.2.2 MyAccess.log

For that: you need to create a new entry in the registry database by creating a file named "trace.reg»

containing:

=====================

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Alcatel\A4980\Log]

"MyAccess"=dword:00000001

=====================

Then execute the "trace.reg" file.

4980 should be restarted and the MyAccess.log file is located in user temp directory (by default: Document

and Settings -> <User> -> Local Settings -> Temp).

3.2.3 4980 Notes

No local data for Notes on client PC. 4980 application gets information and writes information on the ICS

server in the $ECC_HOME\OmniPCXTSA\dyn\<server>@3595\notes\<user name>

There is no possible trace to set up for such feature. Only look in the directory where the notes are stored can

be helpful.



3.2.4 4980 directory

We have the file <user name>@repertory located in OmniPCXTSA\dyn\<server>@3595\users.

Traces can be setup in the tsa_maintenance application, there are “-tusers” and “-tlines”.

For information, the display on the visit card and on the toaster comes from the PABX directory.

If you want to display the info from LDAP, you must enable the option “Display Directory information (pop-

up)” in the customization.

3.2.5 Generic connector

4980 Softphone “Plug & Play” coupling with Microsoft Outlook & IBM Lotus Notes is no more supported in

ICS,

You can install the Outlook or Lotus Notes extension to use the same feature.

3.2.6 4980 authentication traces / unified login

Update traces.xml file located in $ECC_HOME/Tomcat/webapps/UnifiedLogin/WEB-INF/classes as follow:

replace:

<category name="com.alcatel" additivity="false">

<priority value="error" />

<appender-ref ref="SIZEROLLING" />

</category>

By


<priority value="debug" />


</category>

Then you have to restart the service tomcat

Traces can be found in $ECC_HOME/logs/tomcat/UnifiedLogin/traces.log

3.2.7 Nomadic / VoIP

On PBX side: use the nomadic command to get the existing associations.

On ICS side:

Use the tsa_maintenance command to set up “-tlines”, “-tcsta” and “-tnomad” traces

ECC_HOME/OmniPCXTSA/dyn/<server>@3595/log/evxxxxxx.txt is also interesting to check



3.2.8 Websoftphone traces

Update the traces.xml file located in $ECC_HOME/Tomcat/webapps/websoftphone/WEB-INF/classes

and set to debug the following categories:

com.alcatel.woti.business

com.alcatel.a4980web.presentation

Restart tomcatd service.

Traces can be found in

$ECC_HOME/logs/tomcat/websoftphone/traces.log

3.2.9 Way to see dial able numbers

In order to see traces on number conversion (canonical or not) to „dial able‟ number, we have to do the

following:

Do not forget to configure dialing rules in WebAdmin interface.

Note: we can also use webSoftPhone application in detached mode to see called numbers.

In the directory $ECC_HOME/Tomcat/webapps/websoftphone/WEB-INF/classes, we can modify the file

traces.xml as follow:

Add

<category name="com.alcatel.ecc.util" additivity="false">


<appender-ref ref="FILE-ECC" />

</category> <category name="alcatel.end.ecp.common.jspbeans.UtilJSPBean" additivity="false">



</category>

</category> <category name="com.alcatel.common.numbering" additivity="false">



</category>

Traces are stored in $ECC_HOME/logs/tomcat/websoftphone/traces.log

We can search for the "Dial able" string and we can see done conversions and used dialing rules.

In the directory:



/opt/Alcatel-Lucent/Tomcat/webapps/MyMessaging/WEB-INF/classes we can modify the file traces.xml as

follow

For more details on "AnyDevice" function, we can also change/add:

<category name="com.alcatel.ecc.common.voicemail" additivity="false">


<appender-ref ref="SIZEROLLING_MY_INTEGRATED_MESSAGING" />

</category> <category name="com.alcatel.ecc.voicemail" additivity="false">


<appender-ref ref="SIZEROLLING_MY_INTEGRATED_MESSAGING" />

</category>

Note: first category already exists in the file; we just have to change „error‟ to „debug‟.

Traces are stored in

$ECC_HOME/logs/logs/tomcat/My_Integrated_Messaging/traces.log

We can search for the "converted" string.



3.3 Already encountered situations and solutions

3.3.1 No possibility for Nomadic GSM doing / receiving call

Check PBX - H323 gateway configuration.

It can also occur if the virtual analog set is locked ... in this case; it is not possible to use external set as remote

set.

Note: when creating analog set on PBX for such feature, we can affect a category prohibiting features such as

forward, lock …

Check if you correctly enter the GSM number; add the prefix if this prefix isn't manage in the customization.

Trace activation:

Please indicate GSM number, nomadic set number, virtual set number and number of the called set.

On OXE:

Find neqt of a set: tradna <mcdu>

Oxe trace with neqt of the virtual Z set and neqt of the internal nomadic set :

Reset trace filters: actdbg all=off



Set the trace:

"actdbg fct=on"

"tuner clear-traces all=off"

"tuner +at,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"

"tuner +tr,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"

"tuner +s,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"

"tuner +xtr,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"

Activate the trace: mtracer > trc.txt &

CSTA traces:

Log ad mtcl on oxe

Type telnet localhost 2555

Type D, prompt dbg> appears

Type log –m 50

dbg>ls –l

Find number of the CSTA client by looking at the IP address

Type log –s <CSTA client number> 1. This command generate a trace file under /tmpd/cstamono.XXXX .

Remark: this file can grow up to 50Mo, so we have time to catch the problem. Activate ICS trace (see below)

then reproduce the problem and stop the trace by typing log -s >client_number> 0

In /tmpd you can find a file named cstamono.XXXX . As the client is in ECMA V2 launch the following

command to decode trace: pilot2a -B cstamono.XXX > decoded

Deactivate OXE trace: tuner km

On ICS:

Log as htuser in ICS console

Launch tsa_maintenance in $ECC_HOME/OmniPCXTSA

Set traces: 0 p -tcsta-tnomad-tlines-tusers

To redirect trace type >> otuctrc.txt

Reproduce the problem

Ctrl+c to stop tsa_maintenance

Relaunch tsa_maintenance and type 0 r -tcsta-tnomad-tlines-tusers to deactivate trace

Send trc.txt, decoded and otuctrc.txt



3.3.2 VoIP module installation for websoftphone IP

Hereafter are the steps to follow to solve the installation problems.

Remark: If proxy parameters are badly configured we can also encounter installation problems

First actions

User must have the local administrator rights on the PC

Remove cookies and temporary files under IE

If already installed

Add remove program -> Alcatel websoftphone IP VoIP (for old version, no more used since R5.01) or

voip_plugin

Check if still existing and delete all files: C:%windir%\system32\AlcatelWebsoftphone

Delete in C: %windir%\Downloaded\Program Files: {DC4D3B9B-789F-4a20-9972-972CC302F988}

Configure security parameters of IE as described hereafter:

From your favorite browser, open the Internet options and add the address of the Web server in the trusted

sites area.

Example with Internet Explorer:

Go to the Tools menu and select Internet Options. In the Security tab, click the trusted sites icon and then the

Sites button. In the Trusted sites window, enter the URL of the Web server as illustrated below. Click the Add

button and close all the windows through the close and OK buttons.

For the first connexion to the homepage, the user must have local administration rights. If not the installation



of websoftphoneIP module will fail.

At the first connection a message box will appears to inform you that VoIP module cannot be initialized, it can't

be started.

A second websoftphone error window will appear to propose you the installation of the voip-plugin.

You have only to follow the indication to install the VoIP plug-in.

At the end of the installation, you should restart your browser. You will find the files abers.exe and

ocxAppliLauncherVoip.ocx under:

“C:\Program Files\Alcatel-Lucent\Voip Plugin”

Despite of „First actions‟ (described before) if it does not work you can also install VoIP module from

DVD:\Clients\voip_plugin\VoipPlugin.exe

3.3.3 Checking the Quality of Service (QoS)

Layer 2 Ethernet (802.1P/Q) is supported by IP Softphone applications.For more detail refer to the Technical

documentation under System Documentation / Software and Network Architecture / VLAN Tagging. For

information this is not compatible with VPN clients installed on the client machine, if you use nomadic VoIP

and if your computer is a Vista machine.

TOS/DiffServ for Layer 3 IP is available and describe in the Technical documentation under Administration

Manual / Alcatel-Lucent 4980 Softphone Specific Configuration chapter: QoS enable for IP



For the IP Softphone and IP Web Softphone, the TOS (Type Of Service) can be managed on the client machine

(Windows XP) through the Windows registry (use the regedit tool for example):

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters]

"DisableUserTOSSetting" REG_DWORD 0 or 1

Field DisableUserTOSSetting sets to 0 means that the TOS is not managed by the computer but by the

application. So, set this value to 0 so that the IP Softphone application will be able to

use their own TOS/DiffServ.

If value “DisableUserTOSSetting” does not exist in “Parameters” key, you must create it. To do so through the

regedit tool, go to the Edition menu, select New / DWORD value and enter the new value

“DisableUserTOSSetting”.

For the IP Softphone and IP Web Softphone, in nomadic IP mode it is necessary to create a file:

“C:\Program Files\Alcatel-Lucent\4980-Softphone\voip.cfg” for IP Softphone

Or “C:\Program Files\Alcatel-Lucent\Voip Plugin\voip.cfg” for IP Web Softphone.

Included the value: tos=46 (for example in the file)

If TOS/DiffServ is managed by the application (value 0 in above key), you must activate the TOS/DiffServ on

OmniPCX side to allow flows on the data network to assign a priority.

To do so (through mgr system tool for example), go to the IP section, select Go down hierarchy, and modify IP

Quality of service Category as illustrated below:

Consult/Modify: IP Quality of service Category Node Number (reserved) : 20

Instance (reserved) : 1

IP Quality of service Category Id : 2

802.1p used + False or True

802.1p priority : 7

VLAN ID : 0

TOS/diffServ : 46

UDP Lost : 15

UDP Lost Reinit : 7

UDP Keep Alive : 3

Recommended value for the TOS/DiffServ field is 46 (refer also to the Alcatel OmniPCX Enterprise

documentation).

Note that other parameters must be checked for the voice quality:

VAD (voice automatic detection): This feature must not be activated on the PABX side, because it is not

manage on the IP softphone application.

Delay in packets (refer to the standard ITU G114):



Between 0 and 150 ms: normal conversation

Between 150 and 300 ms: acceptable quality

Between 300 and 700 ms: bad quality

Loss of packets

Limit of 5%. Beyond, the audio signal is no more audible.

More: no communication possible, very bad quality

Use external tools like Aviso (VoIP Assessment Tool) to check above parameters. For more details, please

consult the Alcatel Business Portal Web site at the following URL: https://businessportal.alcatel-lucent.com. Go

to the section Support and expand the following links: Technical Support IP Telephony /Software Download.

Then select in “Document and Tools” section Aviso and have a look to the document “Presentation VoIP

Assessment Tool Aviso 3.0”.

3.3.4 Checking the Windows Task Manager

If gaps appear in the conversation, check the load of the processor(s) on your computer and check that a task

does not take all the CPU time. To do so, launch either the Windows Task Manager or the System Information

window (command msinfo32 through the Execute menu of the Windows Start menu).

Example on a Windows XP station by using System Information application:


https://ebuy.businesspartner.alcatel-lucent.com/

https://ebuy.businesspartner.alcatel-lucent.com/



Note: to provide system information to the Alcatel-Lucent Technical Support, when required, save all the

information through a NFO file. To do so, simply select the Save... item from the File menu.

You can also check in the list of process if there is no spy ware running.

Nevertheless you can use spy ware detection software to check your computer.

Spyware can affect the voice quality and the speed of working from your IP Softphone or IP Websoftphone.



3.3.5 Checking the audio tuning

When voice quality is too bad, the problem may come from audio tuning parameters. The volume level, the

microphone settings and the volume control of receivers must not be tuned too high.

The audio media control window is available on the Softphone application when the user is engaged in a

conversation.

The Audio tune Wizard is only available when the phone set is in idle state.

The audio tuning wizard is available on the bottom taskbar.

Alcatel-Lucent strongly recommends using USB IP handsets or USB headsets.

If the voice quality is bad due to the soundcard used on the client computer.

A white list of headset is available in the feature list on the https://businessportal.alcatel-lucent.com

GN Netcom / JABRA and Plantronics are the both suppliers tested on our ICS.

Remark:

For more information have a look on the technical documentation under: Installation on Client

Applications/Softphone Audio Parameters Configuration

3.3.6 Checking audio devices

If the following warning message appears:

Typical questions you might ask are as follows:

Is the audio device configured?

What kind of audio device is configured?

Is a full-duplex soundcard used? (For legacy hardware)

To check that, launch 2 recorders: one is recording and the other one is listening an audio file. If an error

message appears, this means that the soundcard is not full duplex.

Sounds and audio devices properties are described on the technical documentation under: Installation on

Client Applications / Softphone Audio Parameters Configuration




3.3.7 Checking the client computer device

In case of bad voice quality, you must check if you have the last sound device and Ethernet device drivers.

You must check the different computer parameters like the cache in the bios or the RAM who can slow down

the machine.

3.3.8 Analysing the “Initialisation in progress” state

When starting the Softphone application, the “Initialization in progress” state is displayed on your Softphone

client. This is a normal behavior as initialization sequences are performed between your client and the IP

Gateway (INTIP, GD or GA)

Initialization sequences with IP Web Softphone

Initialization sequences (1) between the different modules are exactly the same than for 4980 Softphone

sequences:

Starting an audio flow (through an initial Make Call request from the Web Softphone client) is indicated by

sequences (2).

Initialization sequences with IP 4980 Softphone and 4980 Nomadic VoIP

Initialization sequences (1) between the different modules are indicated in the following figure:



Starting an audio flow (through an initial Make Call request from the 4980 Softphone client) is indicated by

sequences (2).

The “Initialization in progress” state takes few seconds then the message disappears. If the message remains,

this indicates a trouble between the Softphone client and the IP gateway. Refer to the following sub-sections to

solve this problem.

3.3.9 Application is running and enters in “Initialization in

progress” state

Some case‟s existing, nevertheless check in the Release note if there is no knows issues.

3.3.10 “Initialization in progress” with 4980 Softphone in Nomadic

mode

4980 Nomadic VoIP is using the H323 protocol and specific filters may have been set on firewalls. Thus, first

action to perform is to check the firewall settings.

Note that H323 is not usually compatible with the Network Address Translation (NAT) and you must use a VPN

tunneling if necessary.

In case you use a proxy check that the proxy authorized the connection.

3.3.11 Port(s) must be opened when using a VPN or a Firewall

End-users with a VPN (Virtual Private Network) connection or behind a Firewall may enter in the “Initialization

in progress” state because corresponding application ports are not opened.

Refer to the technical documentation under: System Documentation / security / IP Services and Port Numbers

for port numbers that must be opened for Softphone applications.



Be Careful, it is possible to have more than one Firewall on your computer.

For example if the port 27000 to 27009 are closed, you will never have the login proposed for the thick client.

3.3.12 Checking the VoIP Gateway configuration

The INTIP or GD link may have a problem. Perform first a ping command to the INTIP or GD board to be sure

that the IP board is reachable.


Is the INTIP or GD board really started?

Have IP trunks been declared? (Only for IP nomadic mode)

Is a VLAN managed?

Are IP Phone sets running? (In case of PCMM2 because it is the same protocol)

Can the Microsoft NetMeeting application be used and calls performed? (This will check the H323

aspect for 4980 Nomadic VoIP application)

3.3.13 Checking abers.exe process.

If you have usually the: initialization in progress,

Stop the IP Softphone or IP Web Softphone and check if the process “abers” still present.

If yes kill it through the Windows Task Manager application and retry to start your application IP Softphone or

IP Web Softphone.

3.3.14 Checking “abers” and “gaelic” processes

When closing the IP Web Softphone application, be sure to use the Close button and not the Close box of the

browser:

When closing the application through the browser‟s “Close box”, the VoIP processes abers and gaelic will not

be closed. Thus, at the next connection, the application could remain in “Initialization in progress” state.

If the application has been badly closed, you must manually stop the VoIP processes through the Windows

Task Manager application.



3.3.15 Checking audio devices

If the following warning message appears:


Is the audio device configured?

What kind of audio device is configured?

Is a full-duplex soundcard used?

To check that, launch 2 recorders: one is recording and the other one is listening an audio file. If an error

message appears, this means that the soundcard is not full duplex.

Sounds and audio devices properties are available through the Windows Start menu, Parameters, Control

Panel. The configuration depend your OS.

Refer to the technical documentation under: Installation on client applications / Softphone Audio Parameters

Configuration.

3.3.16 Checking Nomadic Ghost Z resources

Above warning message mainly occurs if Nomadic Ghost Z sets are not available (because not declared or

busy).

Use the OTS Maintenance console and the menu 20 to check Ghost Z resources (create, if needed, additional

Ghost Z sets on OmniPCX side).

The Ghost Z must not have a alphabetic letter in the number like “1A200”.

The Ghost Z must be configuring with the correct category number. In fact the Ghost Z must have the

maximum open possibility, because the category takeN in account is the worst, therefore the category of the

extension will be taken in account. (In the T3 traces, you will see the cause of release: out of order)

In case of Multi PABX, it is mandatory to configure ghost Z on each node where you need to use nomadic.

The Ghost Z should not be locked or forwarded. Check on the PABX side by the command: “termstat d phone

N°” menu 1 and 2.



It could be that the Ghost Z has been blocked on the PABX in this case you have only the PABX reset for

solution. You can check it by calling the ghost Z, and if you have a busy or out of service tone, reset the PABX.

3.3.17 4980 Heavy Client could not connect to server after

activating HTTPS

To resolve the problem under windows XP SP2:

Retrieve and install the last cumulative update for internet explorer:

http://www.microsoft.com/technet/security/Bulletin/MS06-021.mspx

Create the FEATURE_ALLOW_HTTPS_REDIRECT_WITHOUT_REFERRER_KB907301 registry key.

To do this, follow these steps:

1. Click Start, click Run, type regedit, and then click OK.

2. Locate and then click the following registry subkey:

HKEY_LOCAL_MACHINESOFTWAREMicrosoftInternet ExplorerMainFeatureControl

3. On the Edit menu, point to New, and then click Key.

4. Type FEATURE_ALLOW_HTTPS_REDIRECT_WITHOUT_REFERRER_KB907301, and then press ENTER.

5. On the Edit menu, point to New, and then click DWORD Value.

6. Type "*", and then press ENTER.

7. Right-click "*", and then click Modify.

8. Type 1 in the Value data box, and then click OK.

9. Exit Registry Editor.

Install QFE version.

To install the newer Quick Fix Enginering (QFE) version run the attached hotfix with the QFE command line

parameter: WindowsXP-KB916281-x86-DEU.exe /b:SP2QFE

http://www.microsoft.com/technet/security/Bulletin/MS06-021.mspx



3.3.18 Wrong https address used from A4980 to access web

Messaging services

In configuration of A4980: change the access to voice mail to "The Web interface". Then when clicking on

voice mail icon on the A4980 desktop Internet explorer starts to open Messaging services web page but it fails.

When checking the URL, it looks like this:

https://ics.alcatel.fr/UnifiedLogin/hello?AlcUserId=16C636164756C6F5B6B657C647F6E60213233343530

213138313733333131343631333&AlcApplicationUrl=https://otuc.wroc.nxo.pl:80/servlet/umc

To be checked:

HTTP port for Unified Login and Application Server Primary: all should be set to 443.

3.3.19 A4980 - Phone cannot put it on hold and get it back with

A4980

Check the phone set configuration is correctly set to “multi-line”.

3.3.20 No DTMF access from 4980

Please see already encountered situations and solutions with DTMF

3.3.21 Routing VLAN problem

Problems:

The Windows configuration makes it possible to inform a gateway by default for each network (VOICE +

DATA)

-> Conflict between gateway voice and data, due to an identical destination (0.0.0.0) and an identical

metric.

-> According to the order of configuration of the interfaces, the last configured interface will determine the

gateway by default the PC. (In our case, always that the voice)

Solution:

-> Keep a gateway by default for the data network (Internet network access, impossible to rout by a road)

-> Indicate a gateway for the voice sub-network (the sub-network must be easily identifiable, example:

10.0.0.0 /8 GW 10.0.0.254). This is possible in DHCP via the option 249 (Microsoft owner), in static

addressing through command line.

https://ics.alcatel.fr/UnifiedLogin/hello?AlcUserId=16C636164756C6F5B6B657C647F6E60213233343530213138313733333131343631333&AlcApplicationUrl=https://otuc.wroc.nxo.pl:80/servlet/umc

https://ics.alcatel.fr/UnifiedLogin/hello?AlcUserId=16C636164756C6F5B6B657C647F6E60213233343530213138313733333131343631333&AlcApplicationUrl=https://otuc.wroc.nxo.pl:80/servlet/umc



3.3.22 Impossible to connect you to Websoftphone or WebAdmin

with IE

After the restart of the tomcatd service webadmin is working, but websoftphone or homepage doesn't work.

It is also working on Mozilla.

Solution: Restart the tomcatd service and delete cookies and temporary files on IE.



4 INTELLIGENT RICH PRESENCE

4.1 Presentation

The aim of the Presence in case of Myteamwork ACS server connected to Unified Communication ICS server is

to provide information related to PBX phone status (from ICS to ACS) and IM client status (from ACS to ICS).

This is done by a specific component in the ICS that is called ECS Enhanced Communication Service and done

in Myteamwork by the SIP server called THS.

To activate this presence you must manage on both side the "presence connector" settings.

This is done in Servers/ECS where you define a "service" and an "agent" that must match with the management

into the Myteamwork.

The "service name" must contain the string "presence_publisher" as it is waited by the ACS when the ICS/ECS

will SIP register its presence connector.

The connector start-up is initiated by the ICS (doing a SIP register of the service to Myteamwork) and then the

Myteamwork will subscribe its agent to the ICS.

Warning: The PBX presence can only work if the OXE PBX is well monitored by ICS (The phone number is

known into a user with at least Web telephony that you can check with tsa_maintenance tool).

4.2 What has to be checked if it does not work

1) Check that you find the service name into the active users in Myteamwork admin page /Monitoring/Active

Users

If the user is not into the active users list it mean that the SIP register was not sent by ICS to the correct ACS

(wrong FQDN for ACS server, incorrect DNS resolution,network filtering, wrong service name). Or the ACS did

not take into account the incoming Register (wrong or missing connector management! there must be the

presence license).

2) The PBX phone associated to Myteamwork user Id do not display "on the phone" when busy

The concerned PBX phone has to be provisioned into the user preference of Myteamwork (Monitored phone).

3) If it still does not work, you need to collect the logs of both side servers.

3-a) on ICS you need to look for the ECSout.log under /opt/Alcatel-Lucent/logs/Enhanced Communication

Service/

Do: tail -f ECSout.log to get real time output on a second console (ssh) restart the ECS daemon service ecsd

restart then check that on the log output you got the right FQDN for the Myteamwork server

To see the exchanged messages in ACS, you need to look for the "ths.log" file. It can be retrieved using the

following URLs:

https://ACSfqdn/admin/getlogs to get selected logs for a day date.

https://ACSfqdn/admin/savelogs to retrieve all logs of the server included ths.log

https://ACSfqdn/admin/getlogs

https://ACSfqdn/admin/savelogs



5 MY INSTANT COMMUNICATOR


5.1.1 Right required for installing and updating product

You don't need to be local administrator on your client computer, but you must be at least POWER USER for all

update and installation.

5.1.2 My Instant Communicator on PC

Requirement: the .NET framework 2.0 has to be present.

A new module has to be installed: it is the Gaelic light client for VOIP.

For detailed installation procedure, consult document: Client Installation Manual

For MyIC user guide on desktop, consult user guide: User Guide MyIC Desktop

5.1.3 My Instant Communicator on IP Touch: Homepage

5.1.4 Administration

5.1.4.1 ICS WebAdmin

Presentation Server

On ICS WebAdmin, in Presentation Server service, create a new entry with a new index and new identifier =

“MY_H”.

The URL Registration is similar to other IP Touch applications:

http://<icsfqdn>/mpcnoe/homepage

Set the Registration URL param with “action=Register” as usual. Set the Notification Scan Period to 60. The

others parameters must be kept as default

For detailed administration procedure, consult document: Administration Manual

User's profile

On ICS WebAdmin go to the user service and edit his profile. You have to add the “My Instant Communicator”

right for IP Touch applications.



5.1.4.2 OmniPCX Enterprise administration

IMPORTANT: You have to restrict the IP Touch homepage application only to ICS users with the “My

Instant Communicator” right.

In mgr, go to Alcatel-Lucent 8&9 Series=>Series 8&9 classes of service=>COS applications to define a list of

applications (call handling or prs) for the category number you choose.

Then go to Users=>go down hierarchy=>8&9 Series Parameters=>Consult/Modify. Enter the phone

number of an ICS user and fill in the field Application COS with the category number for which you defined

previously a list of applications. Set also the homepage application as default tab: set Default Home

Page field to Home Appli then enter MY_H.

5.1.5 Application initialization

When the application starts (at the system startup or when tomcat restarts) it gets the list of ICS users with My

Instant Communicator right, gets the information (voicemails, callbacks, …) on these users through API

Framework and publishes the homepage (through SOAP notification to PRS) in order to display the new tab on

users IP Touch sets.

Please note:

When PRS restarts, all “notifications” (homepage app tab) are republished i.e the homepage tab is

refreshed on all IP Touch set.

When tomcat restarts, the application is initialized completely (see before for actions done)

a resynchronization is done daily where all information are got and homepage tab refreshed

In order to re-initialize manually the application (rebuild all homepage tab for appropriated

users) you can restart tomcat OR just force tomcat to reload the application. To do this, open console on

ICS server by logging as root then go to directory $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF and type

"touch web.xml" in command line.

5.1.6 Advanced configuration

5.1.6.1 Resynchronization

A daily resynchronization of all event/message number is done for each user. In this synchronization the user‟s

list with associated rights is also checked and eventually updated. A re-subscription to Event Server is also

done one hour later.

The synchronization time is set in homepage.properties file located in



$ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/classes/resources

By filling the “synchro_hour” and “synchro_minute” values. By default, it is done at 01:00 (AM).

Note: you can always do a “manual” resynchronization by restarting the application. To do this just do a

“touch” (Linux command) on file web.xml in $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF

5.1.6.2 Mode

Three modes of homepage configuration are available:

Dynamic: dynamic homepage (with events handled through Event Server) = default mode

Static: static homepage without information on events/messages number

Info: to display an information message to all users

This mode must be set in homepage.properties file and application must be restarted (restart tomcatd for

example).

NB: only the dynamic one will be provided to the customer (except in case of problem with Event Server or

explicit configuration in properties file). The other modes are no more supported now.

5.1.7 My Instant Communicator on IP Touch: Receive Instant

Message

5.1.7.1 Administration

ICS WebAdmin

Presentation Server

On ICS WebAdmin add the new application noereceiveim in Presentation Server service. To do this create a

new entry with a new index and new identifier "MY_I"

The URL Registration is similar to other IP Touch applications :

http://<ICS fqdn>/noereceiveim/receiveim

Set the Registration URL param with “action=Register” as usual.

Set the Notification Scan Period to 60.

The others parameters must be kept as default.

User's profile

On ICS WebAdmin go to the user service and edit his profile. You have to add the MyInstantCommunicator



right and MyTeamwork right for IP Touch applications.

OmniPCX Enterprise administration

IMPORTANT:You have to restrict the noereceiveim application to ICS users as for the other ICS

applications on IP Touch.

In mgr, go to Alcatel-Lucent 8&9 Series=>Series 8&9 classes of service=>COS applications to define a list of

applications (call handling or prs) for the category number you choose.

Then go to Users=>Go down hierarchy=>8&9 Series Parameters=>Consult/Modify . Enter the phone

number of an ICS user and fill in the field Application COS with the category number for which you defined

previously a list of applications.

5.1.8 Properties file

The receiveim.properties contains several parameters. This file must not be changed except for debug

purpose or to change some behavior.

This file is located in the $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/classes/resources

5.1.9 ICS WebAdmin

5.1.9.1 PRS configuration

Add the noeteamwork in PRS configuration:

Log in the ICS administration tool and access the PRS configuration (in 'service' menu choose “Presentation

server”).

Create a new application with the following parameters:

Id: "MY_T"

URL registration: http://<ICSfqdn>/noeteamwork/myteamwork

Registration URL param: action=Register Notification Scan Period: 300 The others parameters must be kept as

default.



ECS/ACS services parameters

Configure ecs service as shown in the screenshot

Create the acs server in Solution server(s) list.

IMPORTANT: in $ECC_HOME/Enhanced_Communication_Service, edit ecs.properties file. Check that

you have #acs.present=disabled

In order configuration is taken into account, restart ecsd service on ICS server and ths service on ACS server.



5.2 Trace elements

5.2.1 Setup log on MyIC

Execute the command "%appdata%/alcatel/mpc" (this corresponds to the path C:\Documents and

Settings\USERS\Application Data\alcatel\mpc).

Edit the file log4net.xml in a Text editor, modify the line 34, value <level value="OFF" /> must be set to

<level value="DEBUG" />

Save the file and restart MyIC.

5.2.2 Get log file

Execute the command "%tmp%\Alcatel-Lucent\MPC" (this corresponds to the path C:\Documents and

Settings\USERS\Local Settings\Temp\Alcatel-Lucent\MPC).

The MyIC logs are in the file mpc.log.

5.2.3 Stop log on MyIC



Edit the file log4net.xml in a Text editor, modify the line 34, value <level value="DEBUG" /> must be set to

<level value="OFF" />




5.2.4 Tracing of MyICService process/service

Go to control panel and administrative tools or task manager in Windows 7 and “services”. Look for

Alcatel Lucent My Instant Communicator service.

When trace will be activated as above then look for a file « _MyICService.txt » under c:\

And open it with WordPad or other text editor.

You‟ll find the following:

Service launched

C:\Windows\TEMP\ path to look for service.log file

C:\Windows\system32\config\systemprofile\AppData\Roaming path to look for log4service.xml file

done.

Now you go in the directory where the log4service.xml file is and open it:

! Your must be administrator of your PC or in the domain !



After you reproduced the issue, look for service.log file in directory defined in _MYICService.txt above.

Default is c:\Windows\temp



5.2.5 VOIP Traces on MyIC



Edit the file log4net.xml in a Text editor, modify the line 34, value <level value="OFF" /> must be set to

<level value="DEBUG" />


Get log file:

Execute the command "%tmp%\Alcatel-Lucent\MPC" (this corresponds to the path C:\Documents and

Settings\USERS\Local Settings\Temp\Alcatel-Lucent\MPC).

Zip folder MPC and send it to technical expert

5.2.6 Complement of traces for the Teamwork part

Create ewch-log.reg file with following content:


[HKEY_CURRENT_USER\Software\eDial]

[HKEY_CURRENT_USER\Software\eDial\WebConsole]

"LogPath"="C:\\ewchost.log"

"LogWindowMsg"=dword:00000001

Create ewch-unlog.reg file with following content:


[HKEY_CURRENT_USER\Software\eDial]

[HKEY_CURRENT_USER\Software\eDial\WebConsole]

"LogPath"=""

"LogWindowMsg"=dword:00000000

If you are experiencing issues with Teamwork features, in particular issues with connection to the Teamwork

server (contacts not available), please setup the following Teamwork (ewchost) traces in addition to the My IC

traces:

1- Click on file ewch-log.reg . This will setup the Teamwork part traces.

2- Reproduce the issue (if possible!)

3- Get the file ewchost.log in C:\ directory

To stop the Teamwork traces:

4- Stop My IC

5- Click on file ewch-unlog.reg

6- Restart My IC



5.2.7 My Instant Communicator on IP Touch: Homepage

5.2.7.1 Traces

Traces can be set in traces.xml in $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/classes/traces.xml set

value to DBEUG

Traces are located as usual for applications on IP Touch in traces.log file stored in

$ECC_HOME/logs/Tomcat/noehomepage directory.

Traces can be activated via Log4j Level Traces Management through the following URL:

http://<icsfqdn>/mpcnoe/Log4jAdmin

5.2.7.2 Info/Debug

A) To have some information on IP Touch homepage application, you can use the following url:

http://<icsfqdn>/mpcnoe

Then you will see following menu :

Registration... => send register command and display result

Configuration... => send register command and display result

Notify... => send notify command and display result

Properties... => see property file and debug information

All Infos... => see information on sessions, loads and stats

If all these options are available => only Properties ... and All Infos ... can be used

B) To have some debug information on IP Touch homepage application, you can use following URL:

http://<icsfqdn>/mpcnoe/homepage?action=Dump

Then you will see the users list with homepage and some information on users displayed in the homepage tab.

5.2.7.3 Teamwork on IP Touch

Traces are available at the following locations: $ECC_HOME/logs/tomcat/noeteamwork/traces.log




5.3.1 No access to homepage nor the other PRS application on IP

Touch set

If you classes of services 8&9 are correctly configured, but you do not have access to the homepage nor the

other PRS applications on the IPTouch set, you can restart the pserverd service on the ICS side.

5.3.2 No access to homepage but the other PRS application on IP

Touch set

If you do not have access to the homepage but the other PRS applications link is present on the IP Touchs set,

you can reset noehomepage on the ICS side. This can be done with the following command:

touch $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/web.xml

5.3.3 MyIC QoS configuration

For Qos configuration see chapter telephony services application.

5.4 MyIC SIP

5.4.1 MyIC

For MyIC SIP there is:

Icommunicator.exe

The MyIc core software

Abers.exe

The RTP stack software in charge of the RTP steam: voice and video

ecwhost.exe

The ACS client to provide the MyTeamWork Box (Presence/buddy list/chat/sharing…)

MyICService.exe

The plug-in for outlook connection

5.4.2 To setup logs for MyIC or abers

Locate on PC in %appdata% or Documents and Settings\USER\Application Data\Alcatel\MPC files :

log4net.xml

Set “level value” from info to debug

<root>



<level value="debug" />

<appender-ref ref="MyICAppender" />

<appender-ref ref="Console" />

</root>

That generate logs located

%tmp%

or

x:\Documents and Settings\USER1\Localseting\tmp\ Alcatel-Lucent\MPC

ua.cnf

ConfigFilePath(ua.cnf) D:\Documents and Settings\PEYREBE1\Application Data\Alcatel\MPC

Set “TraceLevel” from none to ALL

Current verbosity

TraceLevel none

5.4.3 To setup log for ecwhost

HKEY_CURRENT_USER\Software\eDial\WebConsole

Set Logpath example bellow: D:\temp\Ice\ewchost\ewchost.log

5.4.4 Already encountered situations and solutions

5.4.4.1 MyIC start, login but the sip device stay Qos

Symptom: no register for the device in SIPServer

Check: configuration file: DNS

5.4.4.2 MyIC MTW has no video

Symptom: when a call is established, by pressing the video option of MTW box, the video does not start

Check that Internet Explorer has no proxy set and test



5.4.4.3 MyIC does not start after login

MyICSIP did not start on port 5060

INTERNAL SIP ERROR when dialing

In %tmp%/Alcatel Lucent/MPC/SIPPhonelogtrace.txt

2010-12-29 08:49:43:575

2010-12-29 08:49:43:575

2010-12-29 08:49:43:575 STACK SIP VERSION 4.1.001.019

2010-12-29 08:49:43:575 SIPUA VERSION 1.3.002.004

2010-12-29 08:49:43:575

2010-12-29 08:49:43:577 udp_open socket(port:0,async:0) fd:2940

2010-12-29 08:49:43:578 udp_open client bind Async:0

2010-12-29 08:49:43:579 [SipSoftphoneMngData::initMngData]- Thread = 2728

2010-12-29 08:49:43:581 [CSipSoftPhone::initStack] SIPThreadId = 2728 -

sipstack is starting...

2010-12-29 08:49:43:581 [CTransport::CTransport] Init OK m_interp=61207528

2010-12-29 08:49:43:581 Tcl_OpenUdpServer¨Port= 5060

2010-12-29 08:49:43:582 udp_open socket(port:5060,async:0) fd:2940

2010-12-29 08:49:43:582 udp - server bind errno: 9

==========================>>>> Strange, nothing on 5060 in netstat,

firewall desactivate

2010-12-29 08:49:43:583 Tcl_OpenUdpServer

Check: change the local SIP port from 5060 to 5160

5.4.4.4 MyIC does not process the call

Symptom: when running a conference the call is not process

Check : the of the UDP message must not be more that 8Mbytes

Check the SIP message with Wireshark, in particular the SDP codec negotiated

5.4.4.5 MyIC no “Open My Contact” display

Symptom: the “Open My Contact” is grey

Check: remove the IE proxy

Check the adobe flash player activeX ed10 and adobe flash player plug-in ed10 is installed



6 MESSAGING SERVICES APPLICATION


6.1.1 Check SMTP and Exchange server

A) To check the SMTP server

Telnet <SMTP server IP address> 25 <enter>

mail from:olaf.hote@<domainName> <enter>

rcpt to:tim.bale@<domainName> <enter>

data <enter>

subject: Hello Tim ! <Enter>

this is the body of my email <enter>

this is the second line of the body of my email <enter>

. <Enter>

/* the email has been sent to the destination mail box */

6.2 Exchange Server 2007 configuration

For exchange 2007 configuration and troubleshooting element please refer to the last edition of TC1344

6.3 Trace elements

6.3.1 VoiceApplications Traces

To setup the traces, you should log on PC client; connect to the homepage, then: connect to

http://<ICS>/VoiceApplications/Log4jAdmin.

Select the following Class Names and set level: DEBUG then click on set option:

com.alcatel.ecc DEBUG

com.alcatel.phileas DEBUG

Reproduce the issue

When situation has been reproduced, you can get the trace file "traces.log" on the ICS server, located in

"$ECC_HOME/logs/tomcat/VoiceApplications"



6.3.2 IMS traces

Trace activation is done with the command (should be executed when logged as htuser)

$ECC_HOME/Integrated_Messaging_Service/imstrace.sh localhost ims_port on

Then get messages on web interface

Trace file is located on: $ECC_HOME/logs/integrated_messaging_service and is named traces.log.

To stop the trace the command is the following:

$ECC_HOME/Integrated_Messaging_Service/imstrace.sh localhost ims_port off

6.3.3 SMTP/Javamail traces

Traces activation

http://<ICSfqdn>/VoiceApplications/UserCacheServlet?debugSMTP=true

Traces inactivation

http://<ICSfqdn>/VoiceApplications/UserCacheServlet?debugSMTP=false

The trace will be added $ECC_HOME/logs/tomcat/catalina.start.log


6.4.1 Cannot listen to voice mail messages in external phone set

The checks have to be done on the PBX, there are the followings:

Public network COS configured to UM and PPR

Connection COS configured to UM and PPR

Connection category associated to SIP trunk group.

Check “timer 310” from “trunk COS” associated to “SIP trunk” is correctly set to “1100”

6.4.2 Connection problem to 4635 voice mail system

When having connection problem with 4635, the following item should be checked:

IMAP 4635: internal or external

Applications: 240, 241 and 253 should be configured in the voice mail system

4635 Version

Traces to be done:

On ICS side: IMS traces

On A4635 side: 4635 Traces

Various information‟s regarding A4635:

SMT: System Manager Terminal: management terminal for 4635 (default password 55555 or 2222 if system



is having 4 digits)

Telnet on Linux A4635: mtcl (passwd mtcl) root (passwd junior)

IMAP problem (access to mailbox content is not possible) – check via SMT if in user‟s class of service (menu 7,

2nd screen) the Messaging services parameter is set to “Yes”.

In the mgr command the default user‟s class of service is set to 10 for an A4635, so check the COS 10 on

A4635.

Disable / enable the internal IMAP server (menu 17/5 change from “Y” to “N” then from “N” to “Y”)

A4635 reset: from the SMT menu 13/1/2 or rstcpl on VPU5 or VPM35 board (It is better from SMT)

A 4635 status: command "vmail" on PBX (link status and stat on each access have to be OK)

When PPR does not work: check IVR box number (menu 9/1) with the number stored in the file

“/etc/a4635/vmmcd.conf” on Linux side (by default the number is 1234 in the file)

Extract from “/etc/a4635/vmmcd.conf” file:

View from SMT menu 9/1:



6.4.3 Not possible to record a voice message in a mailbox if not

known by ICS server

A record voice message from an unknown ICS user uses the eMail address configured in the webAdmin ->

Configuration -> Global Param (system administrator name for the display name, and administrator email for

eMail address).

Depending on mail server policy, a message coming from an unknown user could be rejected. So, check the

webAdmin configuration regarding mail server policy in order to accept voice message recorded by unknown

users.

This could be also linked to SMTP Exchange connector configuration:

check connections, mailRelay...

6.4.4 Messaging services: IM -> “Voicemail internal error (server

error)”

For this error, check Voice Mail configuration (IM): is http/imap address or name correct?

6.4.5 Messaging services voicemail break out

When a caller reaches a mailbox (example 474) and 0 is press by caller to be transferred to an operator the

call is transferred but there is no voice set up. The call is delivered to sw/bd but when answer there is no

transmission.

Solution: This could be linked to a wrong PBX configuration: a DPNSS prefix has to be managed in the node. If

no DPNSS prefix is managed, we do not have path replacement, so with SIP no audio.

6.4.6 UM with plug-in

6.4.6.1 TUI Messaging services delay with Exchange

When a user logs into her/his mailbox:

1- There is a first count of the messages on Exchange side (through the plug-in), to give the number of non

read/read messages. This count has been optimized on ICS side.

After that:

2- A second count is performed to get the message type (how many voice, email, fax messages) and a list of

the message headers is fetched from Exchange database.

The response time of these two operations is completely Exchange dependant and in particular of the number

of the messages in the mailbox.



If the messages are in the Exchange cache then the response time is improved, but we have no control on it.

This response time cannot be optimized, as it depends on the response time of Exchange database that

depends itself of the number of messages in the mailbox.

3- Once you have the list of messages then the access to the vocal content of the message was also optimized

through the use of a "cache" mechanism of the vocal content on the ICS application server.

The vocal content is cached if it was built through the TUI, i.e., if it went through the ICS server.

If the message was sent from Outlook, then it is not cached

But there are not "quantitative" rules for the number of the messages on the mailbox.

What we can be said "qualitatively" is that the number of messages in the user's mailbox should not exceed

1500 - 2000 messages to have reasonable response time.

Also, there are other factors like the total mailbox size, which increases the Exchange database queries and

the number of user's contacts that increases plug-in processing and mail server load.

Finally, if the customer is not interested in E-mail reading trough the TUI, they could activate the TUI "voice

mail only" mode.

6.4.6.2 Register user in ICS

As alcumreg.sh disappeared because it was a nextenso tool, the new tool to be used is the following.

Connect as root on your ics server.

Go to masc home directory :

cd /opt/Alcatel-Lucent/Mail_Access_Service_Component/

For help type :

java -cp ./masc.jar com.alcatel.ecc.masc.management.tools.registration.Main -h

Result=>

Usage: java -jar Registration.jar [-a,--address dta_address]

[-p,--port dta_port]

[{-s,--servers}]

[{-u,--users}]

[{-S,--userservers user_login}]

[{-U,--serverusers server_ip/hostname}]

[{-d,--details}]

[{-r --register user_email mailserver_ip/hostname}]

[{-R --unregister user_email mailserver_ip/hostname}]

WARNING: register and unregister arguments MUST be the last one on the command line, any other

argument after one of them won't be interpretated



To list users available on DTA 172.25.35.81 ( ics server address ) with dta port = 5009 type :

java -cp ./masc.jar com.alcatel.ecc.masc.management.tools.registration.Main -a

172.25.35.81 -p 5009 -u

Result=>

Connecting to: 172.25.35.81:5009

------- ALL USERS KNOWN -------

pascaln.testn : [email protected] : e2k7_pyv_33-175

To list all the UM mail servers known by this dta, type :


172.25.35.81 -p 5009 -s

Result=>

Connecting to: 172.25.35.81:5009

------- ALL SERVERS KNOWN -------

Mail System Sn : e2k7_WS

Mail Server Name : e2k7_pyv_33-175__a7dacf50ab30b5c8(e2k7_pyv_33-175)

Mail Server IP : e2k7dns(172.25.33.175)

Mail System Sn : e2k3

Mail Server Name : E2K3__786712d62aa245c4(E2K3)

Mail Server IP : vm9s8(172.25.35.89)

Mail System Sn : exch2k10

Mail Server Name : exchange2010__6014091a9d29b62(exchange2010)

Mail Server IP : exch2k10(172.25.35.87)

To register user pascaln.testn type :


172.25.35.81 -p 5009 -r [email protected] 172.25.33.175

Result=>

Connecting to: 172.25.35.81:5009

Registering user with arguments: [email protected] pascaln.testn 172.25.33.175

8012

Registration status : No error occured

mailto:[email protected]





6.4.6.3 User registrations fails on Exchange

After exchange plug-in installation with the correct access rights configured for the service account

NXMbxManager as described in the installation documentation, if the UM user creation fails in the ICS

webadmin page, check the following error(s) in the NxNotifService log file in the directory

Windows\System32\Nxlogs:

10:35:10 AM :[17632] CALLED NotifPluginImpl: registerUser(): timmoore

10:35:10 AM :[17632] *** ERROR *** a COM error occurred in NotifPluginImpl addEventSynks

Code: d000005f

Message: Unknown error 0xD000005F

Source: Provider

Description: (null)

Solution to this issue:

The solution is described in Microsoft knowledge base article KB905805

http://support.microsoft.com/kb/905805/en-us :

CAUSE

this issue may occur if a user account in the forest has the ANONYMOUS LOGON group set as the associated

external account.

RESOLUTION

Run a Lightweight Directory Access Protocol (LDAP) query to locate which user accounts have the

ANONYMOUS LOGON group set as their associated external accounts. To do this, follow these steps:

Click Start; click Run, type Ldp.exe, and then click OK.

Click Connection, and then click Connect.

Type the name of a global catalog in the Server box, type 3268 in the Port box, and then click OK.

Click Connection, and then click Bind.

Type the administrator name, the password, and the domain name. Then, click OK.

On the Browse menu, click Search.

In the Filter box, type

(&(|(msExchMasterAccountSid=\01\01\00\00\00\00\00\05\07\00\00\00)(objectSID=\01\01\00\00\00\00

\00\05\07\00\00\00))(!(objectClass=foreignSecurityPrincipal))), and then click Run.

The query should return zero entries. If the query returns any entries, follow these steps for each entry returned.

Use the Active Directory Users and Computers snap-in to open the user's properties.

On the Exchange Advanced tab, click Mailbox Rights.

Locate the ANONYMOUS LOGON group, and then click to clear the Full Mailbox Access and Associated

external account check boxes. Then, click OK.

http://support.microsoft.com/kb/905805/en-us :



These two properties are not immediately taken into account by the server, it is advised to restart the Exchange

Server.

After the restart of Exchange Server, try to perform again the provisioning of the user through ICS Admin.

If the problem still occurs and as per Microsoft‟s knowledge base article KB895239

http://support.microsoft.com/kb/895239/en-us

Re-register the 4 plug-in dlls.

To do this:

Open cmd windows

Run commands

regsvr32 EccSync.dll

regsvr32 EsFormatSync.dll

regsvr32 MWIAsyncEvent.dll

regsvr32 NOSAsync.dll

There should be a messaging windows showing that the .dll is registered.




7 Message Waiting Indicator (MWI) FEATURE

7.1 MWI principle

Notification is initiated by voice message arrival in the user mailbox. We need in a first time the class of

message is correctly configured in the message. The agents detect this message and generate a MWI request.

This request is interpreted by the Tomcat Admin.

Outlook Extensions: are used on MWI cancellation. The voice message consultation within Outlook or

OWA does not raise an event on the Exchange side. One task of the extensions is to synchronize the MWI with

the current status of the messages.

Note: MWI feature is not working with Exchange 2007, as we just have IMAP4 integration.

Notes / Plug-in: is used for MWI On/Off in Domino context.

Application Server: on application server, the notification requests are interpreted by Tomcat Admin.

Check media server is correctly configured in all “config.properties” files from application server. These files

are located in $ECC_HOME/Application_Server/etc/server/@IP/

Media Server: the exchange with application server is managed by the embedded web server: httpd (port

8015), it converts the HTML request to SIP request.

To check the correct web server functioning: service httpd status.

TUI: when user is accessing voice messages via TUI, a status refresh of the MWI notification is done.



7.2 MWI software architecture

On action about new voice mails (creation, read, deletion), E2007 server notifies the mail client by its

proprietary link (1) and notifies the UC system through the notification WS implementation done inside the

cnt2007 (2) (a notification URL is instantiated on ICS system). Cnt2007 transforms E2007 notification into ICS

events sent to EVS (3). MyMessaging Application (inside voice pp servlet) receives this event (because it has

subscribed) (4). So it sends an event to the MASC (5), treated by the MWI synchronization function of this

component. The MASC requests the MS to send a SIP notify to the set (7). This MWI notification is sent in SIP to

the SIP gateway and treats by the call handling.

7.3 General information on ICS Exchange Plug-in

The Exchange Plug-in are composed of:

1. The services: NxMailService, NxNotifService, NxPimService

These services are directly in relationship with the ICs Application Server. They provides an interface on the

user mailbox, to the Web Applications and MEVO UM. These services must run with Local System Account

rights.

They record logs in the folder C:%windir%\system32\NxLogs.

Normally these services are started in Automatic mode, in this configuration they starts with their default

options.

It is possible to enter parameters before starting the service.



Start Parameter input is available in the properties of the service in the services administration window.

Options of the services :

-n <queue_size> : indicates the service's queue length for incoming requests (default 100)

-m <max_thread> : the maximum number of concurrent threads (default is unlimited)

-p <port_number> : indicates the port on which the service listens to requests (8012 NxMailService, 8013

NxNotifService, 8014 NxPimService)

-s <packetSize> : indicates the size of the packet sent on the stream (default 1024)

-dl <interval> : interval in days between two backup of the log files

-sl <size> : maximum size in bytes for a log file

-hl HH:MM : hour of backup for a log file

-v : verbose mode (may alter performance)

By default a rotation on log files is performed each day at 0:00H.

The service NxNotifService performs the rotation on the Component Services log files

In <InstallDir>\Alcatel-Lucent\ExchangePlugin\log

Starting with –v option is interesting in case of problem in order to provide debug logs to Alcatel-Lucent

Support.

Note: if a service is in automatic mode and if you start manually a service with options, it will restart with its

default options at the next restart.

Note: the services work only on local Exchange server (take care in case of multi-store and multi-servers

configurations)

2. The Components services (also named Exchange event sinks)

There are 4 component services: EccSync, EsFormatSync, MWIAsyncEvent, NOSAsync. These components are

registered in the mailbox of the ICS users each time a user is created by Admin Web Application, it is the

NxNotifService which actually perform the event sink registration in the user mailbox, this can be checked in

analyzing the NxNotifService log file.

These components are events which starts each time a mail is posted in a mailbox, they analyze the mail and

tags the voicemails, perform MWI led ignition or extinction and manage Notifications.

They need to be executed in a privilege account with send as, receive as rights on mailboxes. As described in

installation guide it can be necessary to create the nxmbxmanager account.

These components use default options entered at installation time.

The options are defined in the registry in the

“HKEY_LOCAL_MACHINE\SOFTWARE\Nextenso\VoiceMessaging\Version1” Key.

Mainly For Exchange 2000, because On Exchange 2003 a component service can be disabled individually by

Component Services Window.

EccSyncEnabled Yes/No (default Yes)

EsFormatSyncEnabled Yes/No (default Yes)

MWIAsyncEventEnabled Yes/No (default Yes)



NOSASyncEnabled Yes/No (default Yes)

MWISendNbVoiceMessagesEnabled for internal use only

HTS_HOME_FullPath for internal use only

VoiceMessagingRelPath for internal use only

RetrieNb number of retries on mailbox access (default 1)

TimerRetries delay between two tries (default 3 seconds)

PerformErrorLogging add error logs in log files (default 1 = True, 0 = False)

PerformFileLogging add debug information in log files ( default 0 = False, 1 = True), can fulfill a disk, must

be used only for debug purpose and reset after.

RetrieveEccSenderIdInContacts if ICS information on a mail is not present, a search on user contacts is

performed (default Yes), can degrade performance with great lists of contacts.

Note: The event sinks work only on local Exchange server (take care in case of multi-store and multi-servers

configurations)

When COM+ components do not start with error “error code 8000401A” check user name and password

used for components start.

User login should be “userName@domaineLogin” or “domaineLogin\userName”

User is correctly created in the “domaineLogin”

User password is correct

3. Installation of new version of plug-in

It is recommended to stop component services, to uninstall/install new version and

to restart component services.

Known problems

Sometimes problem occurs on event sinks with Microsoft dll EXODBPRX.DLL.

Follow the article http://support.microsoft.com/kb/303132/en-us to resolve the problem

1 – Please follow the procedure described in the article: http://support.microsoft.com/kb/303132/en-

us. This procedure is really straight forwarded but need, of course, to be plan as it required a temporary stop

of the Exchange information store.

2 – Once the procedure has be applied, please shutdown the COM+ application associated with the

Event Sink.

Launch the “Component Services” MMC (via “dcomcnfg”)

Navigate to the COM+ Applications part

Right click on the proper application associated to the Event Sink and choose “Shut Down”


http://support.microsoft.com/kb/303132/en-us.

http://support.microsoft.com/kb/303132/en-us.



3 – At last, please try to trigger the Event Sink by using the voice mail system and check if it‟s now

working as expected.


7.4.1 Notification tests

7.4.1.1 Test MWI from Media Server

http://<icsfqdn>:8015/notif allows simulation of MWI HTML request conversion to SIP request.



CALLER: contains Unified Messaging SIP service

DESTINATION: contains qmcdu‟s set to be notified.

Notification Body: Contains:

Either:

Messages-Waiting: yes

Voicemail: X/Y

or:

Messages-Waiting: no

7.4.1.2 PBX checks

Check the PBX settings for /class of service/Phone features class of Service for users having wrong MWI

behavior, and check parameters: "Voice mail access" and "Recording conversation". They should be set to 1.

7.4.1.3 Exchange checks

This issue is only when you are in plugin mode (Exchange 2003)

The MWIFile.nxf object is mandatory for MWI correct functioning. The presence of this object can be checked

with the „NxMbxManager‟ rights with the following tools:

C:\Program Files\Alcatel-Lucent\ExchangePlugin\MWIProfile.exe on the Exchange server where the plug-in is

installed as follow:

C:\Program Files\Alcatel-Lucent\ExchangePlugin>MWIProfile.exe

MWIProfile v2.01 usage:

MWIProfile.exe -u <userName> -d <domainName>

If this didn‟t solved the issue please use user registration tool (chapter 5.4.6.2)



7.5 Trace elements

In order to troubleshooting MWI feature, it is necessary to setup several traces.

7.5.1 On OmniPCX Enterprise system (traces should be done one

after the other, i.e., 4 voice message recording) – SIP traces

To have all sip information

1/

actdbg all=off sip=on abcf=on fct=on

tuner all=off cpl cpu at hybrid=on

mtracer –a

2/

actdbg all=off sip=on rtp=on cnx=on

tuner all=off cpl cpu at hybrid=on

mtracer –a

3/

motortrace 3 (0 : to stop traces)

traced

4/

tuner all=off cpu cpl at hybrid=on

actdbg all=off sip=on mevo=on abcf=on

mtracer –a

7.5.2 On OmniPCX Enterprise system - t3 traces

Type "t3" on ABC trunk – PBX Gateway: when PBX Gateway receives the NOTIFY SIP message, it forwards it to

T2 ABC trunk.

7.5.3 Log voice application service

Connect to http://icsfqdn/VoiceApplications/Log4jAdmin as shown bellow

http://icsfqdn/VoiceApplications/Log4jAdmin



Set traces on:

com.alcatel.ecc level debug

com.alcatel.common.mwi level debug

com.alcatel.phineas level debug

7.5.4 Log Masc service

To set traces on Masc services, modify the file traces.xml in $ECC_HOME/Mail_Access_Service_Component/

In this file set trace level to DEBUG,

<category name="com.alcatel.ecc.masc" additivity="false"><priority value="DEBUG"/><appender-ref ref="SIZEROLLING" /><appender-ref ref="stdout" /> </category>

Restart Mail Access service component daemon:

/etc/init.d/mascd restart



7.5.5 Log Sip server

To setup log on the SIP server connect to http://icsfqdn:8015 as shown bellow

Go in section Trace management with login: appli password: ecc

Setup traces in SIP Server section with the ALL button as shown bellow

Checks if all traces are well selected, and click on SUBMIT.

http://icsfqdn:8015/



7.5.6 On ICS exchange connector

Stop services, e2k7csd and mascd,

Modify file $ECC_HOME/Exchange_2007_Connector_Server/traces.xml

Set priority value to debug as shown below



<appender-ref ref="DEBUG_FILE" />

</category>

<root>

<priority value ="FATAL" />

</root>

Then start services, e2k7csd and mascd

7.5.7 On Exchange system - plug-in traces

First to do tracing on NXMailServer, the service has to be started with the “-v” option

Log files are located in

C:%windir%\system32\NxLogs\*.log (traces about "services")

and

C:\Program Files\Alcatel-Lucent\ExchangePlugin\*.log (traces about "Event Sink")

Note: when traces have been done, do not forget to stop them, by restarting the service without the “-v”

option.

7.5.8 Logzipper

After reproducing the issue, you can save the log on the server by using the logzipper tool.

To use the logzipper tool go in $ECC_HOME/logzipper, the execute ./logzipper.bin

[root@ics Logzipper]# ./Logzipper.binLaunch executable toolInitializing Launch executable tool...Searching for Java(tm) Virtual Machine...........Running Launch executable tool...INFO - Creating zip file...INFO - Zip file created : /root/logs_ics_18-02-11_10h57m30s.zip[root@ics Logzipper]#

The zip files generated is in /root, the file name is logs_icsfqdn_date_time.zip.

When open a SR please adds the logzipper file.




7.6.1 On ICS 6.5.000.105.b

If Homepage is activated, MWI is no more working in case of non answered call

Solution:

Change in pbx config : in phone category of series 8&9 associed to ICS users, put parameter

[Display no answer if app HomePage] = YES

7.6.2 Exchange server with plug-in

7.6.2.1 VoiceMails not marked as voice and MWI not set

Check COM+ components are correctly running

Check also: http://support.microsoft.com/kb/316622

7.6.2.2 MWI not functioning after migration from R5.X to ICS 6.X.

After a migration it could happen that MWI does not work anymore.

In such situation, please register the user again using the registration tool (see 5.4.6.2 for information on the

tool).

http://support.microsoft.com/kb/316622



8 OUTLOOK EXTENSIONS APPLICATION


8.1.1 Control Outlook extensions running or not in Citrix

environment

The correction is in fact linked to configuration of environment:

1. Delete/Rename the LoadBehavior value from the HKLM location in registry (used for all users)

(HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\MyExtensionsAddIn.Connect)

2. Create a new LoadBehavior DWORD value in the registry user location (HKEY_USERS\user

identifier\Software\Microsoft\Office\Outlook\Addins\MyExtensionsAddIn.Connect) => for example :

HKEY_USERS\S-1-5-21-1220945662-796845957-725345543-30765

\Software\Microsoft\Office\Outlook\Addins\MyExtensionsAddIn.Connect

Set this value to 3

8.1.2 Check the canonical transformation for extensions

This canonical transformation for extensions check can be done as follow - requests from an Internet Explorer

browser:

1. http://your_server/wsp_outlook_coupling/OutlookUserLogon?method=logon

then on the prompt, enter a valid username & password.

2.

http://your_server/wsp_outlook_coupling/OutlookDispRTC?method=getCanonical&number=+<Coun

tryCode> (<AreaCode>) 12345678

In Internet Explore window, you can see in what way the server is translating the canonical number to a dial

able number.

Look if you consider the dial able number as valid (you can try it directly on a phone set).

You can then send the 2nd request, many times with just modification of =+<CountryCode> (<AreaCode>)

12345678 by another canonical number.

Again, this request should provide a well dial able number according to the case description.

8.1.3 Command to start extension installation in a verbose mode

msiexec /i Alcatel_ICS_Client_Extensions.msi /L*v <trace_Full_name, for instance C: mpextensions.log>

TRACE="True"



8.2 Trace element

8.2.1 Set trace according to the context

This chapter describes every trace that can be needed according to the error type.

Depending on the case, some of these traces are not mandatory (server side traces can be wanted in a second

time).

For a Messaging services PPR (play, records, etc ...) problem

Client side: MyAccess.log + Altracer

Server side: traces.log of Messaging services web application (tomcatd)

And

For a call sender problem if user has also Telephony services rights: websoftphone.log + Altracer +

mapiextension.log

For a call sender problem if user has only Messaging services rights: Altracer + MyAccess.log +

mapiextension.log

For Telephony services problem

Client side: websoftphone.log + Altracer

Server side: traces.log of wsp_outlook_coupling or wsp_lotus_coupling web application (tomcatd)

And

If problem relevant to call sender feature: websoftphone.log + Altracer + mapiextension.log

If problem relevant to incoming call feature will not found of an existing contact card: websoftphone.log +

Altracer + mapiextension.log

For an extension connection problem


Server side: traces.log of UnifiedLogin web application (tomcatd)

For a lost of customization problem


Server side: traces.log of UnifiedLogin web application (tomcatd)

For a problem in launching websoftphone or One number services

Client side: Altracer

Network: Ethereal traces



8.2.2 Trace on client PC

In order to simplify the traces procedure you can use the startTraces.bat in the zip file attached.

You have to change starttrace.bat files:

withdll -d:strace.dll "C:\Program Files\Microsoft Office\OFFICE12\OUTLOOK.EXE"

This line must correspond to the outlook.exe path folder of the machine where you make the traces.

Else you can use the manual procedure.

This software is used to display Outlook add in and Notes templates and main dll traces (toolbar buttons

interactions, events received from Outlook / Notes and from other extensions components [websofphone.dll /

myaccess.dll / mapiextension.dll]. It is our highest level traces.

It presents for example, the phone numbers and name received in incoming call popup, result of research in

contacts or GAL for this popup.

To activate theses traces:

Stop Outlook (or Notes)

Launch the Altracer executable present in the installation path (usually C:\Program Files\Alcatel-

Lucent\Extensions) (altracer.exe)

Go to menu “Trace” and check “enable trace”

Start Outlook (or Notes)

Traces appear in the application interface.

These traces will then be saved in the TEMP environment variable of the current windows user.

Files are named “MyExtensionsAddin.xxx”.

The best way to do is to clean all previous “MyExensionsAddin.xxx” files and then to reproduce the

manipulation and get all “MyExensionsAddin.xxx” files generated.

8.2.3 MyAccess.log (Outlook / Notes)

“MyAccess.log” is the trace file for the MyAccess.dll.

It will present all low level connection & disconnection trace, all user customization request to the server and all

Messaging services requests.

This file must be present in the TEMP path of the user before reproducing the manipulation.

It is erased at each Outlook start (so save the trace before starting Outlook again).

Note 1: Be careful to create a MyAccess.log and not a MyAccess.log.txt



8.2.4 WebSoftphone.log (Outlook only)

“WebSoftphone.log” is the trace file for the websoftphone.dll.

It will present all low level traces for Telephony services coupling (telephony request + events [popup on

incoming calls], etc ...).



Note: Be careful to create a websoftphone.log and not a websoftphone.log.txt

8.2.5 MapiExtension.log (Outlook only)

“MapiExtension.log” is the trace file for the mapiextension.dll.

It will present all low level traces about research in Outlook contacts or in Global address book used by popup

on incoming calls and call sender features.



Note: Be careful to create a mapiextension.log and not a mapiextension.log.txt

8.2.6 UnifiedLogin

To get all server traces for the connection / disconnection and user customization requests.

Put the com.alcatel class name at DEBUG level.

Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/UnifiedLogin/Log4jAdmin to change

dynamically the trace level).

8.2.7 Messaging services

To get all server traces for messaging services requests (PPR).

Put the com.alcatel.ecc.voicemail & com.alcatel.ecc.common.voicemail class names at DEBUG level.

Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/MyMessaging/Log4jAdmin to

change dynamically the trace level).

8.2.8 Telephony services

To get all server traces for Telephony services requests (telephony request + events).

Put the following class names at DEBUG level:

Name = „com.alcatel.woti.business‟

Name = „com.alcatel.a4980web.outlook‟



Name = „com.alcatel.common.numbering‟

Name = „com.alcatel.ecc.util‟

Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/wsp_outlook_coupling/Log4jAdmin

to change dynamically the trace level).

Note: for Lotus Notes coupling, the wsp_outlook_coupling should be replaced by wsp_lotus_coupling.



8.2.9 One number services

To get all server traces for the connection / disconnection and user customization requests.

Put the com.alcatel class name at DEBUG level.

Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/MyAssistant/Log4jAdmin to change

dynamically the trace level).

(Remark: if you cannot launch this link go to Annex: Log4jAdmin)

8.2.10 Popup incoming calls problem

To do the traces:

Copy the traces.xml attached file in $ECC_HOME/Tomcat/webapps/wsp_outlook_coupling/WEB-INF/classes

(backup existing one before to be able to restore it after traces done).

Tomcat server should be restarted then traces can be get in

$ECC_HOME/logs/Tomcat/wsp_outlook_coupling.

Also Altracer traces could be helpful on client.


8.3.1 Microsoft Office 2007

Beginning in Exchange Server 2007 and Outlook 2007, Collaboration Data Objects CDO 1.2.1 will no

longer be provided as a part of the install of the product. As a result, there is functionality missing that ICS

Outlook Extension's depend upon.

CDO 1.2.1 is a package providing access to Outlook-compatible objects through a COM-based API.

It can be downloaded on: Microsoft Download Page

8.3.2 Outlook extensions are not available

When starting Outlook extensions, we can have the message “Alcatel Omnitouch Unified Communication

extensions are not available”.

This could be due to a wrong DNS configuration: ICS server should be declared in the reverse

http://www.microsoft.com/downloads/details.aspx?FamilyID=2714320d-c997-4de1-986f-24f081725d36&displaylang=en



8.3.3 Telephony services does not start via outlook extensions

DNS returns machine name with upper case, ICS system is configured with upper case, but when Telephony

services starts it returns machine name with lower case => for outlook extensions it is not considered as the

same machine => reject connection.

Workaround: change DNS configuration to get machine name with lower case or change HOSTS file.

Another possible problem origin: ICS server is not trusted by proxy server.

8.3.4 Telephony services does not work from Outlook/Notes

extensions

In fact, if we start the URL in a web browser, it is working correctly but if we click on the Telephony services

button in the Outlook/Notes extensions nothing happen.

We can check behavior is similar if we launch Telephony services application as follow: « start menu -> run »

then enter the Telephony services URL, then we have an error such as: « cannot associate application ».

In this case, check a default browser is correctly defined

8.3.5 Outlook extensions start then stop immediately

Please check Internet Explorer browser options – settings for Internet temporary files. If allocated space is too

large, we could have the problem, reducing the allocated space could solve the problem.

8.3.6 Toaster not coming

Please check registry database content:

Master value can be equal to:

EXT for extensions client,

A4980 for A4980 client,

NONE for no toaster.



8.3.7 Certificate error with Telephony services from Outlook

Extensions

When Telephony services application is opened from Outlook extensions applications, it opens with server

name instead of alias => that generates certificate error.

In the web admin configuration for service Unified Login => domain alias should be configured instead of

domain server name.

8.3.8 Strange system behavior related to Exchange plug-in

On several systems, we have seen different system behaviors all having the same origin. The different system

behaviors were:

ICS system crashes

MWI not functioning

Random email accesses => sometimes correct, sometimes silence

....

Different checks to do :

plug-in are correctly installed

if Exchange (and plug-in) are running on Windows 2003 server – Service Pack 2, with some LAN boards the

following Microsoft workaround could be helpful : http://support.microsoft.com/kb/945977/en-us ( this article

replace KB944011




9 LOTUS APPLICATION

9.1 Things you need to know

Message flagging for ICS in Domino environment

ICS is using specific fields in the message header to identify the type of message and the read/unread

status:

- Type of message: Field MessageContext: This field will be set to “VoiceMessage.eCC” for voice

messages and “FaxMessage.eCC” for fax messages (Not used on this site)

- Read/unread status: Field NxMessageRead: When this field is absent, the message is unread;

when it is present, the message is read.

Reading messages from the telephone interface (TUI)

When a user connects to the voice mail the following things will occur:

- The server will get the number of messages from the Domino server and play the information to

the user.

- Depending on the settings (either automatically if “automatic reading” is set, or manually) , it will

then play the messages for a given category. Before playing the first message, it will get the

corresponding list of messages from the Domino server.

- For each voice message, it will also get the voice attachment from the Domino server, if it is not

already cached locally. This occurs just before playing each message.

The different requests will be handled on the Domino server side by the AlcMail task which is part of

the ICS plugin for Lotus Domino. The AlcMail task will perform a search in the user‟s mailbox

(basically the inbox folder, see also “optimization” below) depending on the request received from

ICS. This search will be based on the values of the fields MessageContext and

NxMessageRead.There are basically 3 functions used:

- GetNbMessages(Message types, Read/Unread) will cycle trough the mailbox to get the number of

messages of a given type with a given read/unread status. This function may take time.

- GetAllMessages(Message types, Read/Unread) will cycle trough the mailbox to get the list of

message headers of messages of a given type with a given read/unread status. This function may

take time.

- GetAttachement(MessageID) will return the voice attachment for a voice mail. This function will

always be fast, since message is addressed by its unique ID in the mailbox.

Response times and optimizations

To limit search time for big mailboxes, some optimizations have been performed inside the plugin,

mainly to avoid searching the whole Inbox:

- A hidden folder $AlcatelNewMsg has been created: This folder contains the list of unread

voice messages.

o Calling the function GetNbMessages(VOICE, Unread) will return the number of entries in

the $AlcatelNewMsg folder, which will be very fast

o Calling the function GetAllMessages(VOICE, Unread) will return the list of message

headers in the $AlcatelNewMsg folder, which will be much faster then searching the

Inbox.



- A hidden folder $AlcatelReadMsg is created: This folder contains the list of read voice

messages.

o Calling the function GetNbMessages(VOICE, Read) will return the number of entries in the

$AlcatelReadMsg folder, which will be very fast

o Calling the function GetAllMessages(VOICE, Read) will return the list of message headers

in the $AlcatelReadMsg folder, which will be much faster then searching the Inbox.

In addition to plugin optimizations, Number of emails will be calculated on ICS server side:

- Unread Emails = Total Unread messages – Unread Voice messages – Unread Fax

- Read Emails = Total Read messages – Read Voice messages – Read Fax

9.2 Domino server

9.2.1 Traces

9.2.1.1 Plug-in traces

When installing Alcatel-Lucent plug-in in a Lotus Domino environment, 3 tasks are added on the domino

server.

Alcmail: Mail box access

Alcnotif: provisioning registered users

Alcpim

To setup traces on Lotus Domino server modify the file notes.ini available on C:\Programme

files\lotus\domino

Save the original file for safety and open notes.ini in the Domino server.

Enable logs for the extension manager:

Set AlcMailMgr_LogLvl=3

Debug mode for the Alcatel server tasks

ServerTasks=alcmail –p xxx(value xxxx is set in the file) -v, …….

The log file is saved on the path define in the file at the line Alcplugin_logdir=<patth> (.....as example)

You can dynamically setup and see traces using domino consol:

#tell AlcMail quit#load AlcMail -p xxxx -v#tail -f AlcMailTask.log



9.2.1.2 Lotus Notes Extension traces

Execute the file alltracer.exe in the folder C:\Programme files\Alcatel-Lucent\Extensions on a client

computer.

Go in Trace -> Tracer setting and the check trace enable as shown bellow.

The traces are directly available in the application or in %temp% (NB it is necessary to create a

empty file MyAccess.log before).

There are three log files:

WebSoftphone

MyAccess.log

MyextensionsAddinxx

9.2.1.3 Tracing of MyICService process/service

Please refer to chapter 4.2.4




9.2.2.1 No MWI on user IP set after Voice mail deposit

Symptom:

The Led on the user IP touch doesn't blink after a UM Voice Mail deposit

Cause:

ICS server not reachable from the Domino server

No ping of the ICS FQDN from the Domino server

Solution:

Update the host entry with the FQDN ICS or add this entry in the DNS server

9.2.2.2 Register user in ICS

If you have issue on user not registered in the ICS please refer to chapter 5.4.6.2 Register user in ICS.



9.3 Sametime Server

Notes: Only one collaboration server can be configured on the ICS server. If you have Sametime server for

collaboration you cannot add a teamwork server for collaboration.

9.3.1 Traces

9.3.1.1 Sametime presence traces

This traces are setup on the ICS server, modify the file traces.xml in

$ECC_Home/Enhanced_Communication_Service/

Replace <priority value="debug"/>

Restart the daemon /etc/init.d/ecsd restart

The traces are in $ECC_Home/logs/enhanced_communication_service:

ECSout.log

traces.log

9.3.1.2 Traces Sametime client connect: ICS extensions

Modify the file rcpinstall.properties in %appdata%\Lotus\Sametime\.config

Replace .level=WARNING

Add this two lines:

com.alcatel.sametime.connect.level=FINE

com.alcatel.level=FINE

Restart Sametime connect

Traces are stored in %appdata%\Lotus\Sametime\logs

9.3.1.3 Traces Sametime integrated Sametime client

Modify rcpinstall.properties file, which is located in the following directory:

<Notes Data Directory>\workspace\.config

XP: <Notes Data Directory>\workspace\ .config

Vista: <Notes Data Directory>\workspace\.config

Locate the line: "SystemOut.level" and "SystemErr.level". Set both of these parameters to FINEST.

Example:

SystemOut.level FINEST

SystemErr.level=FINEST

Save the rcpinstall.properties file.



Exit and re-launch the Sametime Connect client after making the change to the diagnostic level.

Reproduce the issue.

Traces are stored in <Notes Data Directory>\workspace\logs


9.3.2.1 No MWI on user IP set after Voice mail deposit

Symptom:

The Led on the user IP touch doesn't blink after a UM Voice Mail deposit

Cause:

ICS server not reachable from the Domino server

No ping of the ICS FQDN from the Domino server

Solution:

Update the host entry with the FQDN ICS or add this entry in the DNS server



10 High Availability troubleshooting

10.1 Before you start

Note: For HA installation it is necessary to make a PCS, this installation can be done with restriction or by

ProServ.

Note: If any modification is needed in cluster.conf file which exists on all servers of the HA solution, modify

the file on one server of the solution and push it to all servers thanks to Cluster Graphical Interface (system-

config-cluster command)

Note: When you connect to HA server using SSH, always use physical @IP of the server and not the Virtual

@IP to avoid disconnection.

10.2 What do we need to investigate on HA installation

issues

Please give me more details on the failure you are facing on your HA installation:

Without HA software, is your ICS system able to run?

What is the target architecture? 1 +1? 2+1? 3 + 1? ...

What are servers manufacturer / models / generation where you are installing the HA software?

Provide a topology description with Physical and virtual IP addresses and FQDNs and network components

between the servers.

On which server the trouble happens?

Please perform a Logzipper and sosreport on each server and join them to the SR

Is there a remote access to the physical machines?



10.3 How to install a Hotfix in a HA environement

A HotFix could impact several servers on a multi server environment. (ex: the event server is started on all

server).

First of all you should know on which server your HotFix must be applied (see Topology part of the

documentation)

Check the role assignement in the cluster: "clustat".

Disable the roles on which the Hotfix must be installed on the cluster: "clusvcadm -d <role>."

Lock the role on the server: "clusvcadm -l".

On the nominal server(s) and the HA server install the HotFix..

On the nominal server(s), enable the role again: "clusvcadm -e <role>"

10.4 How to reboot a HA system

As primary first

10.4.1 What can we do when some status happend

An overview of the clustering implementation in RedHat 5

Link to the Red Hat documentation

Link to the drbd documentation

10.5 Fencing

ICS fencing relies on Redhat components: sources.redhat.com/cluster/wiki/FAQ/Fencing

http://docs.redhat.com/docs/en-US/Red_Hat_Enterprise_Linux/5/html/Cluster_Suite_Overview/index.html

http://docs.redhat.com/docs/en-US/Red_Hat_Enterprise_Linux/5/html/Cluster_Administration/index.html

http://www.drbd.org/users-guide-emb/

http://sources.redhat.com/cluster/wiki/FAQ/Fencing



10.6 Traces Element

While opening e-SR and with logzipper, Redhat logs are required for analysis.

Launch sosreport (command line)

upload generated file to e-SR

10.7 How to switch a failing server on the HA

First, display the cluster status in order to see which server are assigned a role: clustat

How to toggle a failing server on the HA without rebooting the system: clusvcadm -r <role> -m <ha-fqdn>

Only one role can be handle at a time on the ha server

10.8 MULTICAST

Among root causes of cluster trouble, we could have the following:

- 2 contiguous clusters with the same name

erroneous cluster.conf and other cluster file configuration may be broadcast in the wrong cluster

- Filtering of multicast frames by router or switch

10.8.1 Clusters with same name

If configuration files of the cluster ( e.g. cluster.conf) have been erased during the broadcast, replace all of

them by the relevant files

10.8.2 Multicast case

Support of IP multicast is required to enable cluster with Red Clustering.



Case 1

No broadcast of multicast frames

We can see each server sends frame to IP multicast address 239.192.41.40 in UDP but no frame between HA

and AS1 servers is exchanged on port 5149.



Case 2

Frames are exchanged between AS1 and HA on port 5149

In some cases, TTL value may be increased to go through some switches ( e.g. CISCO )

Command example:

Iptables –t mangle –A OUTPUT –d 192.168.z.t –j TTL --ttl-set xx

192.168.z.t is the multicast address dedicated to each cluster

xx: TTL value

To keep this value after server reboot, type the following command:

/etc/init.d/iptables save

10.9 Some useful command

10.9.1 Set a server in primary mode

Sometime 2 servers can have secondary status, to set one as primary (set the server with the most recent database as

primary)



11 ONE NUMBER SERVICES APPLICATION

11.1 Trace elements

11.1.1 CRS supervision console

It can be access through the following URL:

http://<ICS>:3128/http/index.html

This feature should be activated as follow, in the $ECC_HOME/Call_Routing_Service/CRS.properties file the

properties CRS.console should be set to “yes”.

If changed, the CRS service should be restarted: “service crsd restart”.

This tool is helpful for investigations regarding One number services.

This tab gives you general information about One number services application



This tab allows you to activate / deactivate call routing system, you can check on the set itself the changes

request via this interface.

This tab shows you the traces for the call routing system.

11.1.2 Increase traces in CRS

Logon on ICS server as htuser

Do a backup of $ECC_HOME/Call_Routing_Service/traces.xml file

Edit the file $ECC_HOME/Call_Routing_Service/traces.xml and set the debug value in the following sections:

priority value='error' ---> priority value='debug'



CATEGORIES

<category name="crs" additivity="false" class="com.alcatel.crs.logger.CRSLogger"> <priority value="debug" /> <appender-ref ref="logfile" /> <appender-ref ref="stdout" /> </category>

Restart CRS service

Get the logs files in $ECC_HOME/logs/call_routing_service

To remove traces: Restore initial $ECC_HOME/Call_Routing_Service/traces.xml file and restart CRS service

11.1.3 Traces on PBX

These are the traces to set up on PBX, when we have either forward set via One number services is not

working or SIP problem in call handling :

trc init

tuner km

tuner all=off

tuner clear-traces

tuner +cpu +cpl +at +tr +s

tuner hybrid=on scheduled=on

actdbg all=off fct=on ccdn=on

mtracer –a

11.1.4 RSI point cannot be monitored

Check software locks on PBX, we need 313 (the 313 lock allows to create an RSI point) software lock or RSI

bypass 158 (allows also creating an RSI point if we do not have 313 software lock set). The following CSTA

traces can be setup as follow.

First execute the following command:

neqt_log | grep CSTA result: | NEQT_CSTA_FONC | 30837 | | NEQT_CSTA_FONC_QUERY | 31016 |

On the first line, you get the equipment number for NEQT_CSTA_FONC. This number will be used in the tuner

command later.

Then reset the traces:

tuner all=offactdbg all=off



Then activate the traces:

tuner +at,30837 tuner +xtr,30837

---> Equipment number you got with the first command (in this example: 30837) actdbg cstaall=onmtracer –

a

Then restart OTS to get OTS traces at startup.

11.1.5 One number services problem: one way audio connection

When One number services is doing correctly the connection between the two sets, but one of the set is not

having audio. The following traces can be done on PBX:

actdbg all=off rtp=on cnx=on sip=on abcf=on tuner all=off cpl cpu at hybrid=on mtracer –Ag &

And during the call is established, a “represent” command can be executed on PBX.


11.2.1 RSI point is not defined on main TSA

This error could be linked to PBX software locks: the RSI point cannot be monitored. In order to check this

topic, the result of “cstainfo” command on PBX node could be interesting (software locks information via

“spadmin”: CSTA bypass value - 158).

11.2.2 External forward not working for incoming internal calls

Parameters to check on PBX

Your set is forwarded to One number services application, and the forwarding is configured to do external

calls (for instance calling a GSM). If external calls to this set follow the forward, but not internal calls, the

following parameters have to be checked on PBX:

check the parameter : Phone Feature COS> “Local calls follow external forwarding" / "PCX Calls Follow Ext.

forwarding" is set to TRUE for the forwarded set.

Check also categories configuration for different sets used.



11.2.3 One number services does not work => homepage very

slow

When this problem occurs the follow checks can be done:

Check OTS / call server configuration. Be careful if we change such parameter, OTS will restart.

Check after that: RSI is correctly working http://<ICSfqdn>:3695/OTSstatus

If not: restart tsad service, and check Telephony services events are also running correctly.

Check OTS synchronization with PBX is done correctly

Check phone number of user seeing slowness is correctly monitored by OTS.

11.2.4 Crsd service starts then stops immediately

Check the file $ECC_HOME/Call_Routing_Service/CRS.properties content.

If the parameter CRS.display is set to yes, the crsd service starts then stops immediately.

Only the parameter CRS.console could be set to yes.

Error obtained when CRS.display is equal to yes:



[root@otuc1 OmniPCXTSA]# service crsd start ###################################################################### Starting Call Routing Service on 07-09-2007 16:32 ------------------------------------------------------------------------ [ OK ] [root@otuc1 OmniPCXTSA]# ####################################################################### Starting Call Routing Service on 07-09-2007 16:32 ------------------------------------------------------------------------ 2007-09-07 16:32:21,576 ERROR [main CRS] - (1189146741573) [Init] Unrecovered exception: No X11 DISPLAY variable was set, but this program performed an operation which requires it. during CRS run java.awt.HeadlessException: No X11 DISPLAY variable was set, but this program performed an operation which requires it. at java.awt.GraphicsEnvironment.checkHeadless(GraphicsEnvironment.java:159) at java.awt.Window.<init>(Window.java:317) at java.awt.Frame.<init>(Frame.java:419) at javax.swing.JFrame.<init>(JFrame.java:194) at com.alcatel.crs.console.Acte.<init>(Acte.java:60) at com.alcatel.crs.logger.CRSLogger.displayStart(CRSLogger.java:155) at com.alcatel.crs.init.StartCRS.runCRS(StartCRS.java:153) at com.alcatel.crs.init.StartCRS.main(StartCRS.java:230) ------------------------------------------------------------------------ Stopping Call Routing Service on 07-09-2007 16:32 #######################################################################



11.2.5 RSI synchronization Issue

11.2.5.1 Symptom:

RSI numbers are not reachable from the main CS

One Number Service cannot been activated (still in Red color)

The csta is not monitored by the Routing Point (RP)

Go to: https://[Ip address of the CS where the RSI has been declared]/csta_mono

Select the link 'monitor page' on the left panel

Select the link 'Client monit' dedicated to the type "CSTA 4980- Ecma II"

Then verify to see if RSI number is linked to a Routing Point (RP)



+----------------------------------------------------------------------------+ | Address : 3920 | Lognum : 0 | +----------------------------------------------------------------------------+ | Name : ICS RSI | Type : Local | Prefix : | Node : 4 | +----------------------------------------------------------------------------+ | Exploitation Category : 0 | Connection Category : 0 | | External Category : 2 | Taxation Category : Justified | | Transaction Code Dial. Timer : 100 | Language : 1 | | Hold On Guide Number : 2 | Wrap up Time : 6000 | | Overflow Time Out : 150 | Overflow Address : | | Cost Center : 255 | Pause Time : 50 | | Entity Number : 0 | Digit nb for Transaction Code: 0 | | Ringing Overflow Address: | Ringing Overflow Time Out : 150 | | Enable : FALSE (0) | Monitor : T | | Inter Guide : 28 | Local Call Authorization TRUE | | External Routing Point : FALSE | Public Reroutage [F] | | Supervised transfer [T] | Application Type : eCC | | Business Code : 0 | Wait Before ALERT : FALSE | | Taxfsda : [T] | FF0 | +----------------------------------------------------------------------------+ | CALLER'S LIST | | ------------- | | Head = -1 | Last = -1 | Nb = 0 | NbMax = 512 | +----------------------------------------------------------------------------+ | NO CALLER | +----------------------------------------------------------------------------+

Value should be

| Enable : DECT_PC (2) | Monitor : T |

11.2.5.2 Resolution

Synchronize ACAPI

- On tsa_maintenance command (On each OTS, (OTS0, OTS1...)

- Run 106 2998 and synchronize Load All Acapi Object: 7

Acapi Node Synchronisation :13 Load All Categories :15 Load Pbx Lock :16 Load System parametere :17

Case with several CSs- it is mandatory to create

- The local hybrid link on the main ICS Call Server

- Different RSI Numbers on each CS

Example

3920 on OTS0

6920 on OTS1

1920 on OTS2

For each RSI declaration, the Node Number must corresponds to the Local CS Node Number (Not the ICS



Main CS Node Number)

RSI Directory Number : 6920 │ Directory name : ICS RSI │ │ Node Number : 4 <---- Local CS Node │

Verify that on each OTS with command tsa_maintenance and menu 300, you have the following:

ACAPI OK : ok ACAPI NUMBER_SCHEME : ok ACAPI LICENCES NOT LOADED : <------- OK is Only mandatory on Main CS, bur not on other Call Servers ALL PBX Versions LOADED and OK CONNECTION ODBC OK USING DSN Tds:172.25.32.55:2638? ServiceName=OTS

If not, stop and restart

service otsd stop service pmsd stop service acapid stop service acapid start service pmsd start service otsd start



12 HOMEPAGE, WEBADMIN INTERFACE


12.1.1 Check DNS configuration

One possibility to avoid DNS configuration problem on end user PC: configure the hosts file in

<WindowsInstallationPath>\system32\drivers\etc\ by adding a line such as

<IP Address> ICS_FQDN ICS_ShortName corresponding to your ICS server.

12.1.2 If Websoftphone IP or Websoftphone IP Nomadic does not

install on PC

Remove cookies

Add ICS server in trusted sites

12.1.3 IP WebSoftPhone / error when starting "Call is imposible

due to an internal error (VoIP)

Check that the port 5001 used by gaelic module can be used on client PC.

Web authentication

12.1.4 Web authentication traces activation

Web authentication traces dynamic activation can be done in the web interface at:

http://<ICSfqdn>/authenticationform/Log4jAdmin

Then select the call: com.alcatel and select Level: Debug.

After reproducing the problem, traces can be found in

$ECC_HOME/logs/Tomcat/authenticationform/traces.log

http://<icsfqdn>/authenticationbasic/Log4jAdmin


After reproducing the problem, traces can be found in

$ECC_HOME/logs/Tomcat/authenticationbasic/traces.log

12.1.5 WebAdmin traces activation

WebAdmin traces dynamic activation can be done in the web interface at:

http://<icsfqdn>/WebAdmin/Log4jAdmin




After reproducing the problem, traces can be found in $ECC_HOME/logs/Tomcat/WebAdmin/traces.log8.2.2

Web authentication traces activation



13 Terminal User Interface (TUI)


1) Check the TTS language you have installed on the ICS server.

-> Connect to the server as root

-> type the command: rpm -qa | grep rs-

This command will show the TTS packages you have installed on the ICS server

Remark: RealSpeak TTS is installed in directory /usr/local/ScanSoft/RealSpeak_4.0

2) Check the configuration of the Media Server on the WebAdmin interface regarding installed TTS packages

3) Configure all text error for TTS



4) Check the Global param: System > Configuration > Global param

5 ) Check the user TUI language configuration.



13.2 Trace elements

It is necessary to setup traces on VoiceApplications and VXML engine for troubleshooting TUI interface.

13.2.1 VoiceApplications

Connect to Log4jAdmin on "http://<icsfqdn>/VoiceApplications/Log4jAdmin"

Log4j allows only making traces on Tomcat.

All classes named com.alcatel[.*] set to DEBUG level.

These logs are set dynamically, it is not necessary to restart the service, and after a reboot the log

configuration are lost.

If you want to setup persistent traces, it is necessary to modify the file traces.xml corresponding to the

application where you want to setup this traces.

This file is located in:

$ECC_HOME/Tomcat/webapps/VoiceApplications/WEB-INF/classes/traces.xml

13.2.2 VXML engine

To setup traces on backend VXML engine edit the file BrowserVxml_Gateway.properties in

$ECC_HOME/Media_Server/com/nextenso/backendvxmlengine/config/

ADD value HTPP for:

logger.logEnabled = WARN HTTP



13.2.3 LOG files

You can send log files using logzipper tools or only TUI logs files in:

$ECC_HOME/logs/Tomcat/webapps/VoiceApplications for VoiceApplications

$ECC_HOME/logs/Media_server

13.3 DTMF traces

On ICS:

set traces as following http://<icsfqdn>:8015

login: appli

password: ecc

Adaptation Layer: RTSP + PROTO

Record information returned by the following command:

tail -f $ECC_HOME/ logs/MediaServer/AL/al-log.txt | grep X-event_DTMF_Code

On OmniPCX Enterprise:

loggued as root - launch network trace: tcpdump -s 1500 -w /tmpd/trace.cap



14 MULTI SERVER CONFIGURATION


14.1.1 Media Server load balancing checking

HTTP traces with VXML have to be set:

Edit the BrowserVxml_Gateway.properties file located in

$ECC_HOME/Media_Server/com/nextenso/backendvxmlengine/config

Add the value HTTP to the logger.logEnabled parameter (it will look like : logger.logEnabled = WARN HTTP)

Restart ecc-ms

The traces will be located in $ECC_HOME/logs/MediaServer/VXMLBrowser/BackEndVxmlEngine-http.log

Then for each call we can see alternatively the trace file on each server is used.

14.2 Trace elements

In multi-server topologies, it is necessary to setup traces on the corresponding physical server.

(To have a correspondence between physical server and application see ICS documentation)

The trace configurations are the same as a mono-server configuration.

Log zipper must be done on every server.



15 Presentation Server (PRS) APPLICATION


15.1.1 PBX configuration for IPTouch applications

The PBX manages the display order of the applications in the IPTouch set « Menu » page.

The IPTouch sets have a Class of Service (COS) that can be modified in the "IPTouch_Parameters" part of the

configuration menus. The default value for this COS is "0".

The configuration menu "IPTouch/IPTouch applications" is used to create the applications at the PBX level. In

our example, "MY_A" is "One number service", etc...

The configuration menu "IPTouch/IPTouch classes of service" allows modifying the display order of the

applications in the IPTouch set « Menu » page. A « 0 » priority is not displayed. Any other value different from

« 0 » will appear on the matching key number.

Here is an example of configuration to show the IPTouch applications on the first « Menu » page of the set:

Settings, priority 9 (1 by default)

Redial, priority 1 (2 by default)

Appointment, priority 2 (3 by default)

Lock, priority 3 (4 by default)

Text Mail, priority 10 (5 by default)

Forward, priority 4 (6 by default)

No Reply, priority 5 (7 by default)

One number services, priority 6 (0 by default)

Messaging services, priority 7 (0 by default)

Telephony services, priority 8 (0 by default)

A group of extensions using the same COS will have the same key layout.

The "appview" on the PBX allows the manager to check the PRS connection state and list the available

applications:

"appview -s" displays the connection state of the PRS.

"appview -l" displays the available IPTouch applications. The output of this command is a table. The first part

of the table, "EXTERNAL" shows the applications provided by the PRS, the second part of the table, "INTERNAL"

shows the internal applications (provided by the Call Server).



15.1.2 Trace elements

Edit file $ECC_HOME/Presentation_Server/conf/log4cxx.xml and replace ERROR by DEBUG in the following

section :

<root>

<priorityvalue="ERROR"/>

<appender-ref ref="PRS_TRACES_FILE"/>

</root>

Then restart service prs to take into account the modification: as root, service pserverd restart.

Logs are saved in $ECC_HOME/logs/PRS.


15.2.1 PRS does not work after old database restore

Before restoring your ICS database (from a previous release), copy the file pserverd.conf to pserverd.conf.new

and prs.conf to prs.conf.new.

WARNING: when you rename prs.conf to prs.conf.new check that there is no 'sslEnabled' attribute in the

'configServerUrl' tag.

Note: there is similar entry in HTTP server configuration, but this one is mandatory, take care not removing it.

How to:

Open the prs.conf.new file

Search for configServerUrl

it should be:

<configServerUrl

value="yourmachine:80/WebAdmin/configurePRS"

/> if it looks like that:

<configServerUrl

value="yourmachine:80/WebAdmin/configurePRS"

sslEnabled="no"

/>

Delete the line sslEnabled="no" and save the file.



16 EVENTS SERVER INTERFACE


16.1.1 Alarm notification configuration

In order to anticipate system troubleshooting, administrator can configure system to be notified by Email. This

can be configured as follow:

- Update file: $ECC_HOME/Data_Access_Service/alarmsNotification.properties

- restart dta service

16.1.2 Checklist if Events Server is not working

8014 port is used for HTTP.

Websoftphone and Extensions access to Events server via Apache redirection to 8014 port.

8016 port is used for HTTP (if ICS is configured without SSL, ie, Application server primary and unified login

services are set to 80 instead of 443) or HTTPS.

My Instant Communicator access to Events server directly on 8016 port.

Server side:

config.properties file : this type of file can be found in

$ECC_HOME/Tomcat/webapps/wsp_lotus_coupling/WEB-INF/classes,

$ECC_HOME/Tomcat/webapps/wsp_outlook_coupling/WEB-INF/classes,

$ECC_HOME/Tomcat/webapps/websoftphone/WEB-INF/classes,

$ECC_HOME/Application_Server/etc/environment/component/conf/Tomcat_homepage

web_server.hostname=<short name>

To test redirection - http://<ASPrimaryServer>/rhes/status

=> provides information such as below

http://beta-appli.sxb.bsf.alcatel.fr/rhes/status

http://beta-appli.sxb.bsf.alcatel.fr/rhes/status



To test redirection (deeper investigation for a particular user defined by its QMCDU) -

http://<ASPrimaryServer>/rhes/status?qmcdu=<UserQMCDU>

=> provides information such as below

http://beta-appli.sxb.bsf.alcatel.fr/rhes/status?qmcdu=77102

if previous command does not succeed : try with the following URLs

http://<PrimaryServer>:8014/rhes/status?qmcdu=<UserQMCDU>

or

https://<PrimaryServer>:8016/rhes/status?qmcdu=<UserQMCDU>

Depending on your context (SSL or not).

Debug tool with Firefox / live Http header + java script console or ethereal (on client side).

The different ICS servers are in the customer trusted list.

http://beta-appli.sxb.bsf.alcatel.fr/rhes/status?qmcdu=77102



16.2 Trace elements

16.2.1 Traces to do if the Event Server freeze

1. Logon on ICS server as htuser

2. Do a backup of $ECC_Home/Events_Server/traces.xml file

3. Edit the file $ECC_HOME/ Events_Server /traces.xml and set the debug value in the following sections:

<category name="com.alcatel.eventserver" additivity="false">



</category>

4. Get the logs files in $ECC_HOME/logs/Events_Server

5. To remove traces: Restore initial $ECC_HOME/ Events_Server /traces.xml file

16.2.2 Trace in case of event server froze (when a reboot is

necessary)

Edit the file $ECC_Home/Events_Server/a3debug.cfg

Modify these lines below:

< handler.logf.fileNumber 20

< handler.logf.maxSize 5000000

< logger.fr.dyade.aaa.level DEBUG

Comment these lines:

< logger.org.objectweb.joram.mom.Destination.level DEBUG

< logger.org.objectweb.joram.mom.Proxy.level DEBUG

< logger.org.objectweb.joram.client.jms.Admin.level DEBUG

< logger.org.objectweb.joram.client.jms.Client.level DEBUG

Send the logzipper file to support team



17 FLEXLM APPLICATION

17.1 Trace elements

For information, the Licenses in the admin interface is not giving any indication in real time on the key usage.

To get an instant view, launch the following script:

$ECC_HOME/FLEXlm/lmstat –f

To check the status of Flexlm with certitude 2 tools are available:

• ./$ECC_HOME/FLEXlm/lmstat -a: we get a snapshot of the status of each license (nb licenses free/ nb

licenses used)

• ./$ECC_HOME/FLEXlm/lmdiag -c alcotuc.lic -n: we get a complete status of each license

A log file 'lmlog.log' is also available in the directory $ECC_HOME/logs/FLEXlm


17.2.1 Flexlm service does not start

Different causes could introduce this behavior:

Check DNS configuration

Check number of NIC boards and “bonding” configuration

Check $ECC_HOME/logs/FLEXlm/lmlog.log file for having more information

Check if the log partition is full

Check alcotuc.lic file, check if the machine name is the short-name and not FQDN name (32

character limitation)

17.2.2 Cannot get users of <feature>: No such feature exists (-5,

<number>)

If “lmstat –a” command gives for each feature an error message such as “Cannot get users of <feature>: No

such feature exists (-5, <number>)”.

Check Mac address for the system and in the license file.

If different - system rehosting procedure has to be applied to fix the license problem.



17.2.3 Invalid license key (inconsistent authentication code)

If lmlog.log file gives the message “Invalid license key (inconsistent authentication code)”

Check Mac address for the system and in the license file.

If different - system rehosting procedure has to be applied to fix the license problem



18 MIDDLEWARE CTI - OTS ASPECTS


18.1.1 4980 Plug-in / TSA Manager, installation from webadmin

Description:

In webadmin, if you go in Applications -> Telephony services and click on configure. Then click on “Plug-in

4980”(name for a tsa manager) the following Internet explorer error can occurred : “Object doesn't support

this property or method Nothing else occurred, the tsa manager is not launched. “

Solution - delete old files about VoIP installation:

Delete browser cookies

C:%windir%\Downloaded Program Files\OcxAppliLauncher Control

C: %windir%\Downloaded Program Files\{DC4D3B9B-789F-4a20-9972-972CC302F989}

C: %windir%\system32\ocxAppliLauncher.ocx and the directory

C: %windir%\system32\Alcatel\tsamanagerplugin

18.1.2 4980 Plugin / TSA Manager, installation from the cab file

Please find hereafter the procedure to get and execute the TSA manager plug-in outside the IE ActiveX:

1- Get the alc_tsm_plug.cab plug-in cab from the UC server under sub-directory:

$ECC_HOME/Tomcat/webapps/WebAdmin/tsa_plugin

2- Unzip the cab file on the client PC (ex: C:\TSA_Manager)

3- Launch the "tsamanagerP.exe" under, in the ex:, C:\TSA_Manager\Alcatel\tsamanagerplugin

4- You'll be prompted with the name of the UC server and the OTS Admin port (by default 3595)

5- To avoid entering those parameters each time, you can create a shortcut to the .exe and add the 2

parameters in the execution path in the shortcut properties:

..\TSA_Manager\Alcatel\tsamanagerplugin\tsamanagerP.exe" -s:your_server_name -t:3595

18.1.3 PMS Configuration precautions

The configuration procedure of the PMS can be found in the API R2.0 Installation and Configuration

Procedure.

The PMS Service can be created before or after the OTS service, it doesn‟t matter.



18.1.4 Acapi database access via LDAP browser

See annex LDAP browser.

HostName FQDN for Acapi server

Base DN o=nmc

User uid=adminacapi,cn=acapi,o=nmc

Password superuser

Port 8389

18.1.5 Log files

These files can be found in the following locations:

OTS: $ECC_HOME/logs/omnipcxtsa/icsHOSTNAME.fqdn@359?/log

ACAPI: $ECC_HOME/Acapi/log

18.1.6 ICS database access via LDAP browser

See annex LDAP browser.

HostName FQDN for ICS server

Base DN o=company1,o=omintouchuc

User cn=administrator,ou=administration,o=company1,o

=omnitouchuc

Password admin

Port 389



18.2 Trace elements

18.2.1 OTS status check

It can be done with the URL: http://<icsfqdn>3695/OTSstatus

18.2.2 OTS traces

Go on $ECC_HOME/OmniPCXTSA

Launch: ./tsa_maintenance [port number]

Menu 300 is mainly used to know general information on OTS status

Menu 200 provides trace options

To put a trace on tsa_maintenance: 0 p –txxx (to set up a trace).

To remove a trace on tsa_maintenance: 0 r –txxx (to remove a trace).

To store trace in a file : >> <fileName>. In this case trace will appear on both terminal and file.

Setup traces on OTS services:

Edit file /opt/Alcatel-Lucent/OmniPCXTSA/traces.xml

Change:


<priority value="info" />


</category>

To:


<priority value="all" />


</category>



18.2.3 Events generated by OTS server

To check Events server status:

https://<icsfqdn>:8016/rhes/status

This paragraph describes the most important events regarding their level and their source.

Origin Level Category Event Thread Comment

OTS events Major 3 3 AG_ADM Open file error. An unknown error occurred

while trying to open a configuration file.

Filename is contained in event text.

OTS events Major 3 4 AG_ADM Read file error. An unknown error occurred

while reading in a file. Filename is contained

in event text. The file is corrupted. Restore a

previous version.

OTS events Major 3 5 AG_ADM Write file error. An unknown error occurred

while writing a configuration file. Filename is

contained in event text.

OTS events Major 3 6, 8 AG_ADM Inconsistent servers file. The file has been

corrupted. Restore a previous version.

OTS events Major 3 10 AG_ADM An OTS in the network does not have the

correct version. Update the entire OTS

network.

OTS Events Major 4 2 AG_CSTA The PBX CSTA link has been broken. It will

be automatically restored. If not, check the

PBX or the network.

OTS events Major 4 17 AG_CSTA The maximum number of possible

monitoring has been reached. Check the PBX

locks.

OTS events Major 4 13 AG_CSTA The events: “Error: 4 OTS_AG_CSTA 13

OBJ_NOT_FOUND" can be significant,

except if "evtcCrid 0" is found behind. In this

specific case it means CSTA events are

generated on PBX for tracing purpose. There

are actdbg with parameter “cstatrpi” or

“challon”.

OTS events Warning 3 9 AG_ADM An OTS in the network is dead. Backup OTS

will take control. This will only occur on an

OTS backup.



OTS events Warning 4 18 AG_CSTA A timeout occurred on a monitoring request.

Load problem on the PBX. Some users may

not be able to use their application. The

server will try the monitoring later.

OTS events Warning 5 2 AG_MAO Service OTS and OTS do not have the same

version. Requested operation is not

supported. Update Service OTS with the

same version as OTS.

OTS events Warning 5 3 AG_MAO Message between Service OTS and OTS is

inconsistent (should never occur).

OTS events Warning 7 1 LINE A business call has been tried and the

business prefix is unknown. The prefix plan is

partially loaded or ACAPI server is not

running or the prefix is not defined on the

PBX.

OTS events Warning 7 2 LINE A private call has been tried and the

“personal trunk group” prefix is unknown.

The prefix plan is partially loaded or ACAPI

server is not running or the prefix is not

defined on the PBX.

OTS events Warning 14 1 MEVO The “Voice Mail Consult” prefix is not

defined. The prefix plan is partially loaded or

ACAPI server is not running or the prefix is

not defined on the PBX.

OTS events Warning 14 2 MEVO The “Voice Mail Deposit” prefix is not

defined. The prefix plan is partially loaded or

ACAPI server is not running or the prefix is

not defined on the PBX.

OTS events Warning 10 1 SERV_USERS An error occurred while opening a file.

Filename is contained in the event text.

OTS events Warning 10 2 SERV_USERS An error occurred while writing a file.


OTS events Warning 10 3 SERV_USERS An error occurred while reading a file.


OTS events Warning 10 4 SERV_USERS The call log file is inconsistent. The call logs

for the current day will probably be lost.

OTS events Warning 10 7 SERV_USERS The server received an inconsistent message



from a client. Bad client version.

OTS events Warning 11 3 SERV_LINES A client is connected with an incompatible

version.

OTS events Informatio

nal

4 20 AG_CSTA A device is monitored for a second time.

Probably due to timeouts on request.

Nothing to do.


nal

4 16 AG_CSTA Time difference between server and PBX is

greater than 5 minutes. Check PBX and PC

dates.


nal

7 140 LINE A desynchronization has been detected for

one line. Automaton has been reseted for

this line.


nal

7 X LINE There are many other events, all

informational and of minor interest. Most of

them concern unexpected CSTA events for

current line state.

Service OTS

events

Error 0 0 - This event occurs only if service could not be

started.

Service OTS

events

Warning 0 0 - This event occurs only an OTS exists or does

not reply to keep alive message.

Service OTS

events

Informatio

nal

0 0 - There are today several reasons described in

the event text. Reasons are:

• OTS exits

• OTS is dead

• Service started

• Service stopped

•....

18.2.4 PBX CSTA traces

The CSTA traces on PBX are stored in /tmpd/csta_* (server log files).




18.3.1 Removing one OTS node

File Tsad.conf doesn't exist. Ta add a new node, you have to add it in the webadmin interface.

Call server

Service open telephony

18.3.2 Restarting only one node

In some situations, you may need to restart only one OTS node, leaving the other nodes running

this may be the case in big networks where there is a problem with one PBX/OTS node and where users on

other nodes should not be disturbed.

How to proceed:

Let's suppose that you need to restart OTS on port 3597

Method 1:

Connect to the OTS node with the tsa_maintenance tool:

……… $ECC_HOME/OmniPCXTSA/tsa_maintenance localhost 3597

then type

……… 0 p -abort

you will see

....<oxename>!

cnx not Ok ! ....

and the ots node restarts

Method 2:

This method has to be used only if method one is not working (server not responding anymore to the

tsa_maitenance tool for example)

Check for running OTS processes:

……… ps -edf |grep tsa

root………… 21870 13882… 0 16:43 pts/7……… 00:00:00 grep tsa

htuser…… 14499………… 1… 0 Aug06 ?………………… 00:00:00 /usr/sbin/tsad

htuser…… 14502 14499… 0 Aug06 ?………………… 00:00:24 main_tsa 3597 -bdd-PMS-monoproc:1-

http_port:3697

htuser…… 27641 14499… 0 Aug14 ?………………… 00:00:29 main_tsa 3598 -bdd-PMS-monoproc:1-

http_port:3698

htuser…… 30079 14499… 0 14:17 ?………………… 00:00:02 main_tsa 3596 -bdd-PMS-monoproc:1-

http_port:3696

htuser…… 30080 14499… 0 14:17 ?………………… 00:00:04 main_tsa 3595 -bdd-PMS-monoproc:1-



http_port:3695

You should have:

1 process running /usr/sbin/tsad: this process will supervise all OTS nodes and restart other processes

in case of failure.

For each node, 1 process running main_tsa <port number>

Identify the process PID for the node you need to restart: here it is 14502

kill the process:

kill 14502

A new process will automatically be launched for that node

Note: in some (rare) situations, you may need to use: kill -9 <PID>

18.3.3 Problem to connect to OTS

OTS traces: –tacapi (to put acapi trace) OTS traces

If you are on multi-Server configuration: verify the Sybase ODBC configuration.

A hotfix is available for release 6.1.000.101 and 102 problems is corrected in 6.1.000.103

18.3.4 OTS / Force loading Qmcdu from PBX

There are several errors in tsa_maintenance ... when using "57 - Force loading Qmcdu from Pbx"

tsa_maintenance shows...

19h37:30.675 Error executing "INSERT INTO phonebook (sn, givenname, telephonenumber,

itu_dtmf_sn, itu_dtmf_givenname, ccitt_dtmf_sn, ccitt_dtmf_givenname)

VALUES ('TEST', 'Christop', '3248', '7434537', '24747867', '7434537', '24747807');":

[Sybase][ODBC Driver][Adaptive Server Anywhere]

Index 'phonebook UNIQUE (telephonenumber,sn,givenname)' for table 'phonebook' would not

be unique ... for each user.

It is normal, as your request is to import all users from PBX, the system tries to create them in the ICS

database, but if the users already exist => this warning in this context is normal.

Note: this menu entry „57‟ should not be used now, because it generates system load for nothing...

Pbx modifications are now automatically transmitted to ICS system.

This command must not been used during working time the synchronization take a lot of time.

18.3.5 OTS loops with error « OTS_AG_ ADM 4 FREAD »

This behavior occurs when connecting to Acapi.

This is due to an installation problem; check the name of the ICS server name: it cannot start with a digit.



18.3.6 Wrong OTS / node name

In the OTS configuration -> OTS nodes list, a PBX has been created with a wrong name or IP address => no

more possibility to go in this window: error OTS cannot...

To fix it: stop tsad service, in $ECC_HOME/OmniPCXTSA/dyn/server@port/cfg, rename servers file to

servers.old, and servers.bak to servers, and then restart tsad service.

18.3.7 Telephony services users unknown by OTS server

Description :

After system crash due to power down (for instance), all users can be seen in the webAdmin interface having

Telephony services rights, but no line are monitored in the OTS. This is due to the

$ECC_HOME/OmniPCXTSA/dyn/<ServerName>@<port>/cfg/users_lines file that is corrupted.

This can be fixed by:

Stop the OTS service: service tsad stop

Copy the previous version of this file stored in the same directory: cp users_lines.bak users_lines

Start the OTS service: service tsad start

If it is still not working, you should find in previous backup - these files that are not corrupted.

18.3.8 OTS-CSTA Connection fails if a PCX node is not in the same

DNS domain than the ICS server

When a PBX node is in a different domain than the ICS server, although the PBX FQDN is entered in the ICS

PBX management, the OTS won't be able to make a CSTA connection to that node.

If you check the node status in tsa_maintenance, everything is Ok except the CSTA connection, which shows

"not connected".

Cause: The OTS will try and make the CSTA connection using the PBX short name

Workaround:

Add the PBX domain in the DNS domain search list in file /etc/resolv.conf in the line starting with search

For example, if your ICS is located in domain company.com and you PBX in voice.company.com, the

/etc/resolv.conf file would contain line:

search company.com voice.company.com

18.3.9 Need to restart ACAPI after CPU switchover in spatial

redundancy

In case of spatial redundancy, acapi will sometimes not reconnect properly after CPU switchover. If it is the

case (menu 300 in tsa_maintenance gives bad status for acapi) then you need to manually restart the service:

service acapi restart



18.3.10 ACAPI does not start

Setup traces: ACAPI traces

Example of error message:

[Fri Jan 6 14:31:31 2006] 1024 AcapiCli: Locale: C[Fri Jan 6 14:31:31 2006] 1024 AcapiCli: Charset: ANSI_X3.4-1968[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Locale: en_US.iso885915[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Charset: ISO-8859-15[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Locale: en_US.iso885915[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Charset: ISO-8859-15[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Language: en_US.[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Registered to serverecc.telephonie.dom:8389 as uid=adminacapi,cn=acapi,o=nmc[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Error: Config::CorbaAdmin::connectNode: raise AdminEx: 4.[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Error: MIB Error[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Error: Config::CorbaAdmin::connectNode: raise AdminEx: 4.[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Error: MIB Error[Fri 06 Jan 2006 02:31:43 PM CET] 8201 AcapiCli: Error: Config::CorbaAdmin::connectNode: raise AdminEx: 4.[Fri 06 Jan 2006 02:31:43 PM CET] 8201 AcapiCli: Error: MIB Error[Fri 06 Jan 2006 02:31:43 PM CET] 8201 AcapiCli: Error: Config::CorbaAdmin::connectNode: raise AdminEx: 4.

This example can be linked to a DNS configuration problem or the ftp account on PBX not accessible.

Other thing to be checked in $ECC_HOME/Acapi/log directory there is a file: NMCGCSAdmin.log.

In this file, we can see error such as problem with MIB -> there is no MIB correspondent to PBX version =>

via tsa_maintenance, we should force such synchronization with menu 106 option 13 (Acapi node

synchronization), then it is necessary to „load all acapi object‟ with menu 106 option 7.

Other thing to be checked: connect to ACAPI database with a LDAP browser (connection parameter details:

see Acapi database access via LDAP browser) and check OTS nodes configuration: if not correct => erase

recursively node references and restart tsad and pmsd service.



18.3.11 ACAPI: “Host key verification failed”

PBX is configured in secure mode and ICS also. After a PBX upgrade we can see the following error messages

(every 5 minutes) in file NMCGCSAdmin.log file on the ICS system:

[Thu 14 Dec 2006 03:23:29 PM CET] 2990414768 GCSAdmin: CComPbx : GCS_Admin asks for a

synchronous connection to

SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc

[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: Connection to

SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc is 9

[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: CComPbx : ask do disconnect 9

[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: CComPbx : 9 disconnected

[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: New synchronization request

inserted for version f5.401.7 on

PBXSubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)

[Thu 14 Dec 2006 03:23:30 PM CET] 3063843760 GCSAdmin: Starting synchronization for

f5.401.7 on SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)






[Thu 14 Dec 2006 03:23:30 PM CET] 3063843760 GCSAdmin: Will use SFTP.

[Thu 14 Dec 2006 03:23:31 PM CET] 3063843760 GCSAdmin: Error: PBX synchronization on

SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc : FTP connect/Login

failed : Host key verification failed.. (PbxSync)

[Thu 14 Dec 2006 03:23:31 PM CET] 3063843760 GCSAdmin: CComPbx : ask do disconnect

11[Thu 14 Dec 2006 03:23:31 PM CET] 3063843760 GCSAdmin: CComPbx : 11 disconnected

[Thu 14 Dec 2006 03:26:25 PM CET] 2927475632 GCSAdmin: Cannot find

/opt/Alcatel/Acapi/data/config/f5.401.7/object.mgr MIB file. (GCS_Admin_impl)






[Thu 14 Dec 2006 03:28:31 PM CET] 2990414768 GCSAdmin: CComPbx : ask do disconnect 12

[Thu 14 Dec 2006 03:28:31 PM CET] 2990414768 GCSAdmin: CComPbx : 12 disconnected

[Thu 14 Dec 2006 03:28:31 PM CET] 2990414768 GCSAdmin: New synchronization request



inserted for version f5.401.7 on

PBXSubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)

[Thu 14 Dec 2006 03:28:31 PM CET] 3063843760 GCSAdmin: Starting synchronization for

f5.401.7 on SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)






[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: Will use SFTP.

[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: Error: PBX synchronization on

SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc : FTP connect/Login

failed : Host key verification failed.. (PbxSync)

[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: CComPbx : ask do disconnect

14[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: CComPbx : 14 disconnected





Solution: connect on ICS system as htuser and rename the directory .ssh stored in the htuser home directory

(mv .ssh .ssh.old).

Then stop service acapid, pmsd and otsd.

Start service acapid, pmsd and otsd.

18.3.12 Acapi service not started

If the “acapi” service‟s “NMCDaemonManager” did not start correctly, it may be because by the .pid file

“/var/lib/acapi/daemon/DaemonManager.pid” has not been erased at the last shutdown of the server. Kill all

“acapi” processes, delete the pid file and restart the acapi.

18.3.13 ACAPI synchro doesn't work immediatly

In this case check you opskey on the OXE:

opskey 40 should be different to 0

opskey 47 shoulb be different to 0

Note: there is only a daily synchro at 1:30

You can force a synchronisation using tsa_maintenance tool:

Execute 106 2998

Execute 7



18.3.14 Modify PBX IP address

1 - Check in Acapi if the PBX are created with Hostname for that use an ldap browser (see annex ldap

browser) and delete PBX which are not used. <span style="color: rgb(255, 0, 0);" />

If PBX are well configured in DirManag ==> PMS ok.

2 - See configuration of TSA: tsa_maintenance menu 4

If the PBX nodes have not associated to the good name, you can modify it using the script move_linux with

following option:

*./move_linux -v -restore $ECC_HOME/OmniPCXTSA -c* ===> *with option "-c" the IP address of the call

server will be configure as Hostname. You will find the script in the same directory of tsamaintenance tool.

Option -v launch the script in verbose mode, more useful to see what append during the execution.

18.3.15 Error: 4 OTS_AG_CSTA 13 OBJ_NOT_FOUND evtcCrid 0 on

ots 3595

Most likely due to activation of csta traces on OXE.

You probably have one of these traces ON on OXE (actdbg command):

chalon = False: Trace Chalon

cstatrpi = False: Trace CSTA transitions (pilot2a)

These traces are only useful for CSTA dev team and the tool pilot2a. The first one is dangerous, because OXE

call handling behavior can be changed, and the only way to active it is to explicitly enable it with actdbg

chalon=on).

The second one (not dangerous) is also enabled if you use (actdbg all=on). You are probably in the second

case, so you can disable it (actdbg cstatrpi=off).

18.3.16 OTS manager plug-in

Please find bellow the procedure to install the OTS manager plug-in out of IE browser:

The corresponding cab file can be found on the ICS server under sub-directory:

$ECC_HOME/Tomcat/webapps/WebAdmin/tsa_plugin.

1- Copy it on the client PC (ex: C:\TSA_Manager)

2- Launch the "tsamanagerP.exe" under, in the ex: C:\TSA_Manager\Alcatel\tsamanagerplugin

3- You'll be prompted with the name of the ICS server and the OTS Admin port (by default 3595)

4- To avoid entering those parameters each time, you can create a shortcut to the .exe and add the 2

parameters in the execution path in the shortcut properties:

..\TSA_Manager\Alcatel\tsamanagerplugin\tsamanagerP.exe" -s:your_server_name -t:3595



18.3.17 DTMF traces

If you are in direct RTP:

DTMF to UM

Make a tcpdump traces and verify RTP packet with payload set to 96 or 97

Filter: rtp.p_type==97

The DTMF is encapsuled in the RTP packet.

If not in direct RTP:

Filter on CSTA: CSTASendDTMFTones

To activate the trace on tsa_maintenance tool type "0 p -tcsta"

Example:

CSTASendDTMFTones:connectionToSendTones: callID: 18459 deviceID: 148308224 devIDType:

1characterToSend: 8toneDuration: 0pauseDuration : 0

To deactivate the trace type "O p -tcsta"



19 MEDIA SERVER ASPECTS

19.1 Trace elements

19.1.1 Trace set at the start of the media server

In file $ECC_Home/Media_Server/eCC/etc/ecc.cfg

change the line

sip-verbosity 0x0

into

sip-verbosity 0x700bc.

Then restart media server: ecc-ms restart

Traces are stored in $ECC_Home/logs/MediaServer/

19.1.2 PBX SIP traces

The traces have to be done while connected on PBX as mtcl.

motortrace n (n between 0 [not trace] and 3 [max traces])traced

For OXE SIP information on PBX uses command:

motortrace c

19.1.3 Call handling traces

Traces to take on pbx:

Execute command:

tuner km

tuner all=off

tuner clear-traces

trc i

tuner hybrid=on +cpu +cpl

tuner +at

tuner +time

actdbg sip=on csip=on

mtracer –a

motorTrace 3

Traced

motortrace c ( to check the sip configuration)

If you see 5815 incident please check alarm under /tmpd

To see Sip incident execute incvisu –E SIP



19.1.4 VxML HTTP traces on ICS

Edit the BrowserVxml_Gateway.properties file located in

$ECC_HOME/Media_Server/com/nextenso/backendvxmlengine/config

Add the value HTTP to the logger.logEnabled parameter (it will look like: logger.logEnabled = WARN HTTP)

Restart msd /etc/init.d/msd restart

The traces will be located in $ECC_HOME/logs/MediaServer/VXMLBrowser/BackEndVxmlEngine-http.log

19.1.5 On ICS system - SIP traces

Start a web browser and use the 8015 port, ie. http://<icsfqdn>:8015/ URL, select "trace management".

Login is appli, pwd is ecc.

In the SIP server part, check SIP, then Submit (at the bottom of the page), then click on "Consult".

Reproduce the issue message, then get the traces by following the link "Traces" in the SIP server part or in

$ECC_HOME/logs/MediaServer/SipServer/



19.1.6 On ICS system - AL traces

Start a web browser and use the 8015 port, ie. http://<icsfqdn>:8015/ URL, select "trace management".


In the Adaptation Layer server part, push ALL buttons, then Submit (at the bottom of the page).

Or you can edit file rslog.xml in $ECC_HOME/Media_Server/eCC/etc/

Set task.rtsp

WARN -> DEBUG

Restart media server (msd)


$ECC_HOME/logs/MediaServer/AL/

19.1.7 On ICS system - RS traces

Start a web browser and use the: 8015 port, ie. http://<icsfqdn>:8015/ URL, select "trace management".


In the SIP server part, push all buttons, then Submit (at the bottom of the page).

Or you can edit file rslog.xml in $ECC_HOME/Media_Server/eCC/etc/



Set task.rtsp

WARN -> DEBUG

Restart media server (msd)


$ECC_HOME/logs/MediaServer/RS/


19.2.1 SIP service does not start

Check DNS configuration between server names, FQDN, aliases. This can be check with either the

checkSystemLinux.sh command provided on ICS DVD or the script (used by the SIP service startup:

$ECC_HOME/Media_Server/eCC/bin/nettest.

19.2.2 SIP / ICS application unregister without reason

Check systems date/time.

Technically: registration is done with a time, if date/time is not synchronized; we may have a negative time

registration => meaning unregistration. Registration times are exchanged between servers.

Logically: if servers do not have the same time, it can conduct to strange behavior. One voice message

recorded one day seen as recorded another day (in the future). One number services configuration for specific

day could be wrongly used, for instance, rules for Monday apply on Tuesday,

19.2.3 Spatial Redundancy issue

Please follow the last edition of TC 1274.

In case of spatial redundancy, it is mandatory to use a DNS delegation.

19.2.4 Disable G729 codec

Only for ICS version under 6.1.000.102.

To disable G729 codec, you have to set:

- COMPRESSED_PERCENT to “0” in $ECC_HOME/Media_Server/eCC/bin/eccrs.conf

- G729_ENABLED to “0” in $ECC_HOME/Media_Server/eCC/etc/ecc.cfg



19.2.5 Unable to connect to voice mail or leave voice mail

message

SIP use authentication, login and password have to be configured in both sides.



19.2.6 Unable to save greetings message with LS

If you cannot validate greetings message when using LS on ICS, this issue is causing by using G729 codec on

the system.

To correct this behavior modify the file $ECC_HOME/Media_Server/eCC/bin/eccrs.conf.

Set the compressor value to 0:

COMPRESSED_PERCENT 0 (default 50)

19.2.7 Modification of interdigit timeout

It is possible to modify this timeout but it was not designed to be modified. So it means that you'll have to

modify some source files (jsp file) of Voice Applications.

This timeout is taken into account whatever is the caller (GSM or internal phone set).

And more any upgrade of ICS will restore the Alcatel-Lucent default value (as said before this timeout is not

designed to be modified).

So in $ECC_HOME/Tomcat/webapps/VoiceApplications/application/application.jsp

and in $ECC_HOME/Tomcat/webapps/VoiceApplications/voicemail/application/application.jsp

replace

<property name="interdigittimeout" value="2s"/>

by

<property name="interdigittimeout" value="5s"/>

No build neither compilation are needed. Next call to voicemail will use this new parameter.



20 DATABASE PROBLEMS

20.1 Check LDAP directory is loaded on ICS server

When to use?

Unable to display LDAP entries on whatever interfaces: My IC, Outlook add-in, Web interface and Ip Touch

Failed to synchronize ICS directory with LDAP directory

How to check LDAP entries loaded in Sybase directory

Launch as root

[root]#. /opt/Alcatel-Lucent/Sybase/bin32/sa_config.sh

Expected result

iAnywhere Solutions, Inc. One Sybase Drive, Dublin, CA 94568, USA

Copyright (c) 2001-2007, iAnywhere Solutions, Inc. Portions copyright (c)

1988-2007, Sybase, Inc. All rights preserved. All unpublished rights reserved.

List SYBASE tables

/opt/Alcatel-Lucent/Sybase/bin32/dbisql -c "DBN=DIRECTORIES;UID=DBA;PWD=sql" sp_tables

@table_owner = "'DIRECTORIES'"

Check in expected result that table name beginning with ldap exits. Otherwise, check

your LDAP credentials in UDAS service

Execution time: 0.032 seconds

table_qualifier table_owner table_name table_type remarks

---------------------------------------------------------------------------

DIRECTORIES DIRECTORIES internalldap1604200983958340 TABLE (NULL)

DIRECTORIES DIRECTORIES ldap-xxxxxxxxxxxxxxxxxxxxxx TABLE (NULL)

Query LDAP tables to check that content is not empty replacing ldap-xxx with previous

result

/opt/Alcatel-Lucent/Sybase/bin32/dbisql -c "DBN=DIRECTORIES;UID=DBA;PWD=sql" 'SELECT *

FROM "DIRECTORIES"."ldap-xxxxxxxxxxxxxxxxxxxxxx"'

Expected result is a list of 500 first entries of LDAP table.



20.2 Set traces on Universal Directory components

(UDAS)

Description

This component is used to search directory whatever interfaces used (except 4980) and whatever directory

searched.

When to use?

Unable to display directory entries on all interfaces: My IC, Outlook add-in, Web interface and IP Touch

Failed to synchronize the ICS directory with a LDAP and OXE directory.

How to set/unset

Copy /opt/Alcatel-Lucent/Universal_Directory_Access_Service/traces.xml in safe place

Edit previous file

Set debug level on com.alcatel category as follow




</category>

Restart udas: service udasd restart

Perform tests

Retrieve traces from /opt/Alcatel-Lucent/logs/universal_directory_access_service/

Don't forget to unset debug traces by

Copying initial traces.xml

Restarting udasd service



21 LINUX SYSTEM ASPECTS


21.1.1 Time & Time Zone

The Linux command to be used for checking "Time" & "Time Zone" configuration for “htuser” and “root”

accounts is: date.

Never change the hour or Time Zone by using KDE.

To change Time & Time Zone use the following procedure:

Log on as root user

Open KDE console

Open a terminal

Check the hour: root>date

Change the hour and the time zone by using: root>system-config-date

Check the hour: root>date

Stop ICS processes: root>service icsd stop

Log on as htuser: root>su -l htuser

Then modify the file ".profile" located under /home/htuser (by using "vi" editor or by using "Kate Editor"

in that case to see all files: /view/show/hidden folder)

Then, you must modify the following field TZ (Europe/Paris), and then save the file ".profile"

To apply the profile you have to log out and log on.

Then check the date in the htuser account: htuser>date

Exit htuser account

Finally restart the ICS processes: root>service icsd start

--------------------

If you only have a remote connection to the server, by using a VT100 console (like SSH software), you will also

be able to use "timeconfig" (with root account) to change time parameters.



22 BEFORE CALLING ALCATEL-LUCENT'S SUPPORT

CENTER

Before calling Alcatel-Lucent‟s Business Portal Support Center (ABPSC), make sure that you have read through:

the Release Notes which lists features available, restrictions etc.,

this chapter and completed the actions suggested for your system‟s problem.

Additionally, do the following and document the results so that the Alcatel-Lucent Technical Support can better

assist you:

Have any information that you gathered while troubleshooting the issue to this point available to provide to the

TAC engineer (such as Ethereal traces, log files, etc.).

Have a data network diagram ready. Make sure that relevant information is listed such as bandwidth of the

links, equipments like firewalls, PSTN connections, etc...

Export of the ICS configuration: through webadmin interface, go to system=>configuration=>configuration

tab then in area Export configuration click on apply and follow the instruction to save the xml file

Use logzipper tool to collect all the logs files command: $ECC_HOME/Logzipper/logzipper.bin

Note: SSH access is also desirable to help with effective problem resolution.



23 ICS SERVICES DID NOT START

When one or more services remain in "REGISTER ASKING" state when you perform a service

status it could be linked to jsad service in trouble.

JSA is the supervision agent.

Solution:

service jsad restart

Then restart the service(s) which is (are) in "REGISTER ASKING" state : they should be now in

RUNNING state



24 ANNEX: LOG4JADMIN

You can connect to Log4jAdmin on "http://<icsfqdn>/<application>/Log4jAdmin"

Log4j allows only making traces on Tomcat.

These logs are set dynamically, it is not necessary to restart the service, and after a reboot the log

configuration are lost.

In the connection URL, <application> must be replace by the application where you want to set traces. The list

of application can be seen in $ECC_HOME/Tomcat/webapps/ (VoiceApplications for example), not all

application are available (WebAdmin for example).

If you want to setup persistent traces, it is necessary to modify the file traces.xml corresponding to the

application where you want to setup this traces.

This file is located in:

$ECC_HOME/Tomcat/webapps/<application>/WEB-INF/classes/traces.xml



24.1 If you are not able to connect to some log4j

webpage

In order the Log4jAdmin function works correctly, it could be necessary to update some files.

Those files are named web.xml and are located in $ECC_HOME/Tomcat/webapps/<application>/WEB-INF

Where <application> represents servlet name (for instance VoiceApplication)

In those files – located the session: "log4j ADMIN Servlet"

Then search the string: "org.apache.log4j.servlet"

<servlet>

<servlet-name>Log4jAdminServlet</servlet-name>

<servlet-class>org.apache.log4j.servlet.ConfigurationServlet</servlet-class>

</servlet>

Replace this string with: "com.alcatel.logging.log4j" (as shown below)

<servlet>

<servlet-name>Log4jAdminServlet</servlet-name>

<servlet-class>com.alcatel.logging.log4j.ConfigurationServlet</servlet-class>

</servlet>



25 ANNEX: LDAP BROWSER CONNECTION

25.1 LDAP browser connection example

25.1.1 LDAP Browser

Ensure the LDAP server is available by using an LDAP browser. You can use for example LDAP Browser/Editor

utility you can use to perform Lightweight Directory Access Protocol (LDAP). All data that is returned in LDP

queries, however, is subject to security permissions. So, be sure to use an account which is authorized to

access the LDAP database.

The Alcatel ICS application does not need LDAP writing access. The LDAP Company Directory is used to find

employee information such as e-mail addresses, phone numbers, fax numbers, etc.

Note: LDAP Browser/Editor is not provided with the CD-ROMs of ICS, you can download it on the web.

LDAP Browser/Editor is a java program which can be run on all platforms.

Find below examples on how to connect to an LDAP database by using LDAP Browser/Editor:

25.1.2 Example 1: typical connection to an LDAP server

Step 1

Connect to the database (file menu connect). Type in the server name and verify that the port setting is set to

389. Click on anonymous bind check for anonymous access, and then click connect. Once the connection is

complete, server-specific data is displayed in the right pane:



Step 2

On the connect menu, select your base DN. The Base DN is the starting point in the hierarchy at which your

search will begin:

Step 3

In the left pane, select one or more entries and you can check the value of this entry



25.1.3 Example 2: connection to Exchange/Active Directory

Connect to the database (on the File menu, click Connect). Type in the server name and verify that the port

setting is set to 389 and enter the Base DN. Click to clear the Anonymous Bind check box, and enter User DN

and password.

In this example we connect to the database with administrator user on the domain alcatel.loc



25.1.4 Example 3: Connection to an Acapi LDAP database

Step 1

Connect to the database (on the File menu, click Connect). Type in the server name and verify that the port

setting is set to 389 and enter the Base DN. Click to clear the Anonymous Bind check box, and enter User DN

and password.



25.2 Focus: Change server database passwords

To enhance ICS security server, you are able to change default password for both databases: LDAP & Sybase.

Before changing password, BE AWARE on Backup/Restore impacts by reading updated document in

BPWS/Knowledge Base

Administration Manuel – Backup/Restore.

In order to perform password changes, a script is provided: hagrid.sh on DVD

under.../Servers/Complements/Scripts/Linux

To change database passwords, you will need current ones which will be provided by Service Request.

Dump screen of provided script.



26 TRICK SSLV2 DESACTIVATION PROTOCOL

To deactivate the SSLv2 protocol, and allow only SSLv3 and TLS, you have to modify all the ssl.conf files.*

Add the following line: SSLProtocol all -SSLv2

Just after the line starting with: SSLCertificateKeyFile

Proceed as follows: (perform all operations logged in as htuser)

Find the files: find ${ECC_HOME} -name ssl.conf

Make a backup copy of each file

Edit each file and add the line

Restart the ICS services: service icsd restart

WARNING: These settings may be lost after an ICS update. Be sure to backup these files before updating

more information on SSL configuration can be found at:

httpd.apache.org/docs/2.0/mod/mod_ssl.html#sslprotocol

http://httpd.apache.org/docs/2.0/mod/mod_ssl.html#sslprotocol



27 ICS backup

If you are using Local Storage on your ICS system and after several backup the root partition became full

please see last TC1476_Ed02_Installation_of_new_backup_on_ICS6.1.pdf



28 Glossary

A

AA:

Automated Attendant)

Component of Messaging Services. One or more voice applications interact with a

caller (typically external to the system) to route this call to the correct party. The tree of

choices is defined by the system administrator, through a specific configuration

application (included in WebAdmin). Do not confuse this feature with the Personal

Automated Attendant.

Abers

OmniTouch 8400 ICS VoIP component including: RTP stack, voice encoders, access to

PC audio resources used to add VoIP features for OmniTouch 8400 ICS clients (except

signaling)

ACAPI Server

Component used as a CMIS gateway to the Alcatel-Lucent OmniPCX Enterprise

Communication Server configuration.

ACAPI Client

Library used in some OmniTouch 8400 ICS components (PMS and OTS) to access

Alcatel-Lucent OmniPCX Enterprise Communication Server configuration.

OmniTouch 8460 ACS:

Advanced

Communication Server

Server dedicated to collaboration features. Its role is to implement Teamwork Services :

instant messaging, presence, audio and video conference, data sharing.

Alcatel-Lucent

4980 Softphone

Softphone compatible with OmniTouch 8400 ICS, can control another physical phone

set.

AMS:

Alarm Management

Server

OmniTouch 8400 ICS feature, included in DTA.

Apache

Name of an open source consortium. The HTTP server used in OmniTouch 8400 ICS is:

Apache httpd server.

API:

Application

Programming Interface

Contains the infrastructure of OmniTouch 8400 ICS (typically the WebAdmin and Web

Supervision tools) without OmniTouch 8400 ICS applications.



AS Primary:

Application Server

Primary

OmniTouch 8400 ICS server name in a configuration limited to one single server. In a

configuration with several OmniTouch 8400 ICS servers, the AS Primary server contains

the main httpd, databases and OmniTouch 8400 ICS applications (including

configuration applications).

AS Secondary:

Application Server

Secondary

In a configuration with several servers, server containing OmniTouch 8400 ICS

applications (with the exception of configuration applications.

ATAPI

Alcatel-Lucent proprietary protocol used between the Alcatel-Lucent 4980 Softphone

application and OTS.

Authentication OmniTouch 8400 ICS authentication can be:

Internal authentication (login/password, stored in DTA)

External authentication (login in DTA, login and password in an external server). Downstream authentication

(LDAP server, Radius) and upstream authentication (NTLM) are supported

C

Call back Sender

Feature of Messaging Services: audio call of the sender of a mail (be it a voice mail or e-

mail)

Call Log

OmniTouch 8400 ICS application. Incoming and outgoing calls are logged. Users may

view their call log on various interfaces (Alcatel-Lucent 8/9 series, TUI, Alcatel-Lucent 4980

Softphone, OmniTouch 8600 MIC and any other available application).

CRS: Call

Routing Service

OmniTouch 8400 ICS component applying routing rules on incoming calls (routing

requests are issued from the RSI through the OTS).

CM: Client

Management

OmniTouch 8400 ICS application for the device management of the mobile device

(OmniTouch 8600 MIC Mobile solution). This application uses the same infrastructure as

the device management service (DMS)

cnt2007

Connector for Exchange 2007. OmniTouch 8400 ICS uses E2007 web services to be

connected to E2007 server for messaging service in Unified Messaging. MASC and UDAS

use this component to access E2007 features.



Collaboration

Collaboration services include instant messaging, presence and data sharing. Audio and

video conferencing can be added too, as well as audio and video chat. Possible

collaboration servers are: OmniTouch 8460 ACS, OCS and Lotus Sametime

Command Line

Interface

Client for management features (limited scope), available only from a console (text without

GUI), based on the MFI.

CTI: Computer Telephony Interface

CTI Server

In an OmniTouch 8400 ICS topology, this server hosts the OmniTouch 8400 ICS

components linked to Alcatel-Lucent OmniPCX Enterprise Communication Server (OTS,

PRS and ACAPI).

CSTA

Protocol used to monitor and to drive devices embedded in the Alcatel-Lucent OmniPCX

Enterprise Communication Server.

D

DM:

Device

Management

OmniVista 4760 application for the management of Alcatel-Lucent OmniPCX Enterprise

Communication Server SIP devices. It uses some OmniTouch 8400 ICS components

(DMS, DTA, UMF,…).

DMS:

Device

Management

Service

OmniTouch 8400 ICS component for device management (creation of the files

containing device properties).

Downstream

authentication

Authentication type: the login and the password key is sent to a server (OmniTouch 8400

ICS) and this server controls authentication with the authentication server (LDAP server or

Radius server). Upstream authentication works the other way round.

DTA:

DaTa Access

OmniTouch 8400 ICS component for the persistence of system and user configuration

data. It includes e.g. topology of components, configuration of components and user

rights and identities. Applicative data (e.g. call log, voice mails) are managed by DTA.

DTA Client

OmniTouch 8400 ICS library - RMI client of the DTA. Used by OmniTouch 8400 ICS

components to get/set configuration data.



E

Easy admin

OmniTouch 8400 ICS management feature - used to initialize a system in case of

installation after a crash. The aim is to minimize manual configuration and still obtain

an operational system.

E2007 Acronym for the Microsoft Exchange 2007 server

ECS:

Enhanced

Communication

Service

OmniTouch 8400 ICS component. Gateway between the OmniTouch 8400 ICS server

and OmniTouch 8460 ACS. For OmniTouch 8400 ICS, it provides access to instant

messaging and presence features, as well as conference creation. In OmniTouch 8460

ACS, it sends the telephone status for aggregation with instant messaging presence .

EMS:

Enterprise Mobility

Server

OmniTouch 8400 ICS component. Handles the mobility aspect for voice sessions, is

based on SIP and on remote extension in Alcatel-Lucent OmniPCX Enterprise

Communication Server configuration.

EVS:

Event Server

Alcatel-Lucent OmniPCX Enterprise Communication Server component . Event bus. Two

main cases: server side (using JMX connection, RMI or XML) and client side (HTTP/XML

chunk mode - OmniTouch 8600 MIC Desktop and HTTP polling mode - WSP, plugins)

Extension

Extension of a third party thick client with OmniTouch 8400 ICS features. This applies to

Outlook and Lotus Domino.

F

Fax server Third party component for OmniTouch 8450 FS features.

FlexLM License server used in the OmniTouch 8400 ICS solution.

FOSS Free Open Sources and Software.

FWK:

Framework

OmniTouch 8400 ICS services bus. With this component, all OmniTouch 8400 ICS services are

made available to the OmniTouch 8400 ICS applications: messaging, telephony, teamwork,

one number, uda, management, location, etc. FWK uses OmniTouch 8400 ICS services (CRS,

IMS, DTA, MASC, ECS, ...) and to process: FWK session and license management, service

localization, telephonic state publishing to ECS, etc.



G

GAELIC

OmniTouch 8400 ICS component. Basically, it is the Alcatel-Lucent 4980 Softphone without GUI,

used with a web softphone WSP in case of WSP VoIP.

GUI Graphical User Interface

H

HA: High

Availability

The ability (with different degrees) of a system to offer a service even when there is failure on

the system. For HA, OmniTouch 8400 ICS implements the following: N+1, active/passive,

data immediate duplication, automatic switchover with service disruption.

HQ/BO

Customer topology where there is a main site (with an Alcatel-Lucent OmniPCX Enterprise

Communication Server) and some minor sites (with or without Alcatel-Lucent OmniPCX

Enterprise Communication Server Media Gateway(s)). Between these sites, there is a WAN

deployment with VPN.

HTML Hypertext Mark-up Language

HTTP Hypertext Transfer Protocol

I

ICS:

Instant

Communications

Suite

OmniTouch 8400 ICS protocol, OmniTouch 8400 ICS client: in the ACS world, ICS is

the name of the proprietary protocol between client and server.

ICS network

Different OmniTouch 8400 ICS systems (i.e. with different bases, different topologies),

sharing some features. Possible features: UDA request through the network, sending

voice messages via the network, centralized management tool

ICS topology

An OmniTouch 8400 ICS system can be installed on one server or up to six different

servers. These are named respectively: AS primary, CTI server, AS secondary,

Middleware server, AS secondary 2 and CTI server 2 In case the HA option is

implemented, there is a supplementary server (called PC HA). Supplementary servers

can be installed for fax server and for IMAP4 front end.

IM Depending on the context, IM can refer to Integrated Messaging or Instant Messaging.

IMAP4 Internet Message Access Protocol 4.



IMAP4 front end

OmniTouch 8400 ICS component. It has the role of IMAP4 server and uses MASC

services to operate on voice mail boxes.

IMS Integrated Messaging Service.

Instant Messaging

Instant messaging is a "soft real time" media communication based on typed text. "soft

real time" because this type of communication does not have the same real time

constraints as audio or video media communication.

Integrated

Messaging

OmniTouch 8400 ICS messaging features based on a 46x5 voice mail system. In IM

messaging, the 46x5 system is the voice mail system (for mail storage and TUI access),

OmniTouch 8400 ICS provides further access to Alcatel-Lucent 8/9 series and web

access. Other available messaging system are: UM (Unified Messaging) and LS (Local

Storage)

Integrated

Messaging Service

OmniTouch 8400 ICS component used to access to messaging services in IM, UM or LS.

It communicates in IMAP4, VMMC2 or RMI calls with the voice mail system (46x5, voice

app, MASC). Applications (mainly web and Alcatel-Lucent 8/9 series applications) use its

services to offer messaging features, without dependencies with the actual voice mail

system.

J

JSA:

Java

Supervision

Agent

OmniTouch 8400 ICS component, used in starting and supervision phases. In starting

phases: it dialogs with the starters of OmniTouch 8400 ICS components to indicate if this

component must be started or not. In the supervision phase: it collects information on

running components JSA includes no data, it receives orders from JSC.

JSC:

Java

Supervision

Client

OmniTouch 8400 ICS component, used in starting and supervision phases. In starting

phases: it gets the OmniTouch 8400 ICS topology and sends the start order to the different

JSA. In supervision: it collects supervision data from JSA - this information is displayed on the

WBS tool.

JVM Java Virtual Machine.



L

LDAP Lightweight Directory Access Protocol.

LDAP

Server

Server answering LDAP request through the consultation/update of a database. In OmniTouch

8400 ICS, there can be different LDAP server. Internally: OpenLDAP is used for system and user

data configuration. Externally: LDAP servers can be used for external authentication and as

sources for UDA.

LS: Local

Storage

Voice Mail Server specific to OmniTouch 8400 ICS . Mails are stored within the OmniTouch 8400

ICS system (locally). MASC is in charge of this storage

M

Mail Plugin

Sometimes referred to as plugin. OmniTouch 8400 ICS component embedded

in Exchange 2003 or Domino server. Access to mail features for UM messaging

features (send, get delete voice mails as e-mails). Replaced by cnt2007 for

Exchange 2007

MASC:

Mail Access Service

Component or Message

Access Service Component

OmniTouch 8400 ICS component in charge of voice mailboxes with Local

Storage and UM/E2007 case with Local Storage. MASC contains the voice

mailboxes and manages storage for UM/E2007. MASC contains a cache

corresponding to the state of voice mail boxs as they are on E2007 (actions

and synchronization through cnt2007 ) In the 2 cases, MASC is responsible for

MWI management and synchronization

Messaging Services

OmniTouch 8400 ICS applications including all features related to voice

message management (including TUI, web, thick accesses)

Mass Provisioning

OmniTouch 8400 ICS management feature . Used to create or modify many

users in one single process.

MS: Media Server

OmniTouch 8400 ICS component dealing with TUI access to OmniTouch 8400

ICS features. The MS is a VXML platform, containing a VXML browser (VXML

interpretor), a SIP server (for signaling) and a resource server (for RTP sessions

and TTS features). It has no applicative logic: it requests the voice applications

to get VXML scripts to play.

Messaging Services

OmniTouch 8400 ICS applications corresponding to all the features relating to

voice messages management. It includes TUI, web, thick accesses.



MFI:

Management Framework

Interface

OmniTouch 8400 ICS function, included in DTA . This offers access to a data

model, in consultation and modification. The data model corresponds to the

data managed by DTA or other data. Used for MyProfile, CLI and MIM .

Middleware Server

Sometimes referred to as MW server. In an OmniTouch 8400 ICS topology,

contains the FWK and services (IMS, CRS, UDAS, ECS, PMS, …).

MOC Microsoft collaboration client for OCS.

MTA:

Mail Transfer Agent

Element of the e-mail infrastructure in charge of the routing and delivery of e-

mails (aliases and forwarding)

MTZ

Multi Time Zone: ability for a system to cater for users geographically located in

different time zones.

MIM: Multi-Instance

Management

OmniTouch 8400 ICS management client with network capacities. MIM has the

capacity to be connected to different ICS in the same time. These ICS are in the

same ICS network . MIM has a limited number of features, but have the

capacity to open the corresponding WBM for specific operations.

MWI

Message Waiting Indicator: corresponds to the ability for OmniTouch 8400 ICS

to switch on/off the telephone LED to indicate that users have new messages,

new faxes, etc.

MWI synchro

OmniTouch 8400 ICS component (integrated in MASC in some cases)

responsible for the synchronization of the LED state with the voice mail box

state.

MyA:

MyAssistant

One Number Services.

MyIC:

OmniTouch 8600 MIC

Corresponds to a set of OmniTouch 8400 ICS thick clients, offering the

different OmniTouch 8400 ICS services, with a non intrusive look and feel.

OmniTouch 8600 MIC

Mobile

OmniTouch 8600 MIC on Mobile.

OmniTouch 8600 MIC

Deskphone

OmniTouch 8600 MIC on Alcatel-Lucent 8/9 series based on RMI services

(FWK) and RMI eventing (EVS).

OmniTouch 8600 MIC OmniTouch 8600 MIC based on web services in SOAP (FWK) and eventing in



Desktop HTTP/XML in chunk mode (EVS).

OmniTouch 8600 MIC

Desktop SIP

OmniTouch 8600 MIC Desktop including an embedded SIP softphone (reusing

the Abers component).

MyM/ MyMessaging Messaging Services.

MyP/ MyPhone Telephony Services.

MyProfile

OmniTouch 8400 ICS application offering preferences for users (get and set),

such as number format, languages, time zone, etc.

MyT/MyTeamwork Teamwork Services.

N

NAOS Non Alcatel-Lucent Owned Software

NGVM New Generation Voice Mail, usually referred to as: OmniTouch 8440 MS

NOE New Office Environment: former name of Alcatel-Lucent 8/9 series phones

NOE

applications

OmniTouch 8400 ICS applications dedicated to Alcatel-Lucent 8/9 series. They include

OmniTouch 8600 MIC, telephone, teamwork and messaging services. These applications are

displayed on the phones through the PRS

Nomadic

Feature available for GSM or via VoIP. Provides access to telephony services outside the

company via a PSTN access (GSM) or H.323 access (VoIP). Specific OmniTouch 8400 ICS

telephone feature (with 2 modes GSM and VoIP). User connected from outside company

premises can launch their Alcatel-Lucent 4980 Softphone and access OmniPCX Enterprise

telephone feature, from their GSM or directly on their PC (in H.323). This is available with the

Alcatel-Lucent 4980 Softphone, WSP and MyIC.

O

OCS

Microsoft collaboration server (Office Communication Server). The main client is

MOC (Microsoft Office Communicator).

One Number Services

OmniTouch 8400 ICS applications dealing with routing features, based on rules

definition, routing activation (forward on RSI point) and routing computation (by

CRS).



OpenLDAP

FOSS used as the database (with Berkeley DB as backend) for user and system

configuration.

Omni Sip Server stack

OmniTouch 8400 ICS library - included in the different OmniTouch 8400 ICS

component (OSS, MS and EMS) SIP parser and stack.

OSS:

OmniSIP Server Proxy

OmniTouch 8400 ICS component - SIP proxy and registrar.

OTS:

Open Telephony Server

OmniTouch 8400 ICS component offering CSTA connectivity on OXE pbx. It

offers all the telephone features based on CSTA monitoring and command.

OTUC:

OmniTouch Unified

Communications

Product previously offered by Alcatel-Lucent. Alcatel-Lucent OmniTouch Unified

Communications R5.x is the background for OmniTouch 8400 ICS R6.0 systems.

P

PMS:

Pbx Management

Service

OmniTouch 8400 ICS component, access to OmniPCX Enterprise management (through

the ACAPI server)

PCMM2

Specific OmniTouch 8400 ICS telephone feature where the PC is the telephone. This

software is seen by the OmniPCX Enterprise as a TDM device with VoIP capacity.

Available with Alcatel-Lucent 4980 Softphone, WSP and OmniTouch 8600 MIC Desktop.

Personal

Automated

Attendant

Feature of Messaging services: allows the caller to try to reach the caller or her/his

colleague instead of leaving a voice mail.

PSP:

Phone Set

Programming

OmniTouch 8400 ICS application to manage phone device features (keys, forward,…).

There is also a phone set programming web service.

PIM:

Personal

Information

Manager

Software with which a user can manage personal data (contacts, meeting,…). In UDAS

can access the outlook PIM (if stored on the server) to enrich a UDA search?

Plugin: See: mail server plugin



Presence

Notion is linked to instant messaging. When users are connected to the IM server, their

presence is "on line" (with different sub cases: occupied, out to lunch, etc.) When users are

not connected (and not available to receive IM), their presence is "off line". This can be

aggregated with other states or presence.

PRS:

Presentation

Server

OmniTouch 8400 ICS, component linked to an OmniPCX Enterprise (through a protocol

called IPlink) gateway for the NOE applications to the IP touch devices

R

Rich

Presence

Instant messaging presence with other presence states: telephonic state, calendar state,… In

OmniTouch 8400 ICS, the telephonic state is added to standard instant messaging presence

data.

RSI

Routing Services Interface (CSTA Routing Point used in the OmniPCX Enterprise) used for One

Number Services

RMI Remote Method Invocation (Java method for invoking remote objects)

S

Sametime IBM Lotus solution for collaboration services, included in Domino/Lotus system.

SBC

Session Border Controller: SIP element acting as a SIP back-to-back user agent for NAT/firewall

traversal

SIP Session Initiation Protocol.

SmartPRS

invoking component displaying NOE applications on PDA sets, through a connection with PRS .

From a PRS point of view, it is a PCX emulation, and from the PDA point of view, it is a web

application.

SOAP

Simple Object Access Protocol (Information Exchange based on XML over HTTP for Web Services

support).

SSL Secured Socket Layer.

SSO

Single Sign On: authentication mechanism where only one authentication phase is requested to

enter into different applications (generally this needs an authentication token).



Starter

OmniTouch 8400 ICS, component. Generic component launching the OmniTouch 8400 ICS,

component only when it receives the order from JSA.

Sybase

DBMS used in the OmniTouch 8400 ICS, system for applicative data (call log, routing rules, uda

cache, registrar,…).

T

Teamwork Services Applications linked to collaboration features.

Telephony Services OmniTouch 8400 ICS, applications linked to telephonic features.

TLS Transport Layer Security

Tomcat FOSS - servlet container used in OmniTouch 8400 ICS.

TTS Text To Speech

TUI Telephony User Interface (Application acceded from voice accesses)

U

UDA:

Universal

Directory

Access

OmniTouch 8400 ICS application linked to name search on several directories (including

the PCX phone book, OmniTouch 8400 ICS directory, external directories and possibly the

PIM of the requesting user).

UDAS:

Universal

Directory

Access Server

OmniTouch 8400 ICS, component dealing with UDA requests. It has the capacity to search

on the internal directory, a PCX phone book (retrieved by the OTS), external directories (in

LDAP) and in the PIM of the requesting user (through cnt2007 or plugin). It uses two

databases for caching: one with the external LDAP directory values (with synchronization)

and one for TUI search (in this case it receives the name in digit format. It has also the

capacity to search in internal directories from other OmniTouch 8400 ICS, systems (in case

of an OmniTouch 8400 ICS network).

UL:

Unified Login

OmniTouch 8400 ICS application/service used by thick clients to get information on user

rights, profiles and system configuration.



UM:

Unified

Messaging

OmniTouch 8400 ICS messaging features based on an external mail system. In UM

messaging, the voice mails are stored on the mail system, in the user mail boxes. The

mail system can be an Exchange server (with plugin or through cnt2007), a Domino

server (with plugin) or another IMAP4 mail system (without plugin, only IMAP4 link).

UMF:

Unified

Management

Framework

OmniTouch 8400 ICS set of components for management, contains UMF-core, UMF-web

service and UMF-presentation, used by some OmniTouch 8400 ICS component to have

their configuration (EMS and OSS). UMF is based on DTA for data persistence and

eventing and WBM for display. UMF element used by EMS and OSS to get their

configuration data in SOAP.

UMF core UMF core element linked to DTA, responsible for access to data.

UMF presentation

Element which displays data managed through UMF. WBM redirects requests on it for this

data.

URL Uniform Resource Locator.

Upstream

Authentication

Authentication based on a first authentication phase done before, and the control of the

authentication done by token control (example:NTLM). Downstream authentication is the

opposite.

V

VMMC2 Proprietary protocol to interact with a voice mail server and process voice messages.

VMS: Voice

Mail System

System which manages voice mails in voice mail boxes. InOmniTouch 8400 ICS, a VMS can

be IM, UM, LS or e-mail only (specific case). A VMS is defined by a type, a storage and an

access QMCDU.

Voice

Application

OmniTouch 8400 ICS set of applications, including all the applications designed for TUI

access to exploit messaging, telephone or one number services. It contains the

corresponding logic. It receives MS requests and computes the VXML script to execute.

VPIM Voice Profile For Internet Mail Protocol for voice mail exchange between voice mail systems.

VxML Voice XML language



W

WBM:

Web Based

Management

OmniTouch 8400 ICS application for management, based on DTA and with interworking

with UMF-presentation. It includes the Easy admin tool. It serves directly the PRS

(notification and get configuration data).

WBS:

Web Based

Supervision

OmniTouch 8400 ICS application for supervision, based on JSC.

WSP: Web

SoftPhone

OmniTouch 8400 ICS web application for telephone features. Can offer PCMM2 or

nomadic VoIP feature, via GAELIC.

X

XML eXtended Markup Language.

End Of document