Troubleshooting Tips - Altigen ACM 6.7 Administrator's Manual

Testing for Synchronization

Troubleshooting Tips

To check the profile for the service account
1. Log on to the MAXCS system as the AltiGen service account (for example,
AltiGen_telesystem). You will need the password you set up when you installed
MAXCS.
2. Select Control Panel > Mail. (In Windows 2003, right-click Microsoft Office on
the Start menu, and select Properties.)
3. Click Show Profiles. In MAXCS 6.7, there is only one profile there, which is for the
service account, so that name should be AltiExch<ServerName><AccountName>
(for example, AltiExchMAILSERVERAltiGen_telesystem).
If you don't see any such profile, make sure that \altiserv\exe folder does not contain
the files
mapi32.dll
and start the Exchange Integration Service.
To delete the profile for the service account
If an error occurred while MAXCS was creating the service account profile, the damaged
profile would remain there until removed manually. After the re-configuration, the new
profile can't be created, because the old one still exists.
You can remedy this in the following way:
1. Log on as AltiGen Service Account.
2. Shut down Altigen Exchange Integration Service from Control Panel >
Administrative Tools > Services, then open Control Panel > Mail (or Mail and
Fax) and click Show Profiles. Remove the service profile.
3. Start the AltiGen Exchange Integration Service from Control Panel >
Administrative Tools > Services.
If this doesn't work, contact AltiGen Technical Support.
To gather trace files
1. Log in to Admin, first with the password "jazzy" and then with your own Admin
password.
2. Select Turn AltiTrace On, and click Apply.
3. Select VM and SP Log Dump.
4. To view logs, go to AltiServ\Log\VM\ExchIntg.
To avoid "extension in use" message
When synchronizing with Exchange Server, the mailbox needs to be locked. If the
extension has a lot of messages, it could take some time, but shouldn't take as long as
2-3 minutes. In normal cases, it should take just 10-20 seconds. You may adjust a
registry key to change the synchronization interval:
HKEY_LOCAL_MACHINE\SOFTWARE\AltiGen Communications,
Inc.\AltiWare\ExchIntg\Polling Interval
The value is in ms. 60000 = 60 seconds. You may change it to 300000 for 5 minutes.
After changing the value, restart Exchange integration service for the change to take
effect.
Exchange Integration service synchronizes voice messages on the Exchange server with
those on the MAXCS system by polling the two servers periodically. This polling interval
can be adjusted by creating a DWORD value called "Polling Interval" under the key
390
MAXCS ACM 6.7 Administration Manual
or . If these files exist, delete them, then stop
gapi32.dll