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Toshiba STRATA CIX Remote Call Control Administrator's Manual

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TOSHIBA
Telecommunication Systems Division
®
Remote Call Control

Administrator Guide

June 2009

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  Summary of Contents for Toshiba STRATA CIX Remote Call Control

  • Page 1: Administrator Guide

    TOSHIBA Telecommunication Systems Division ® Remote Call Control Administrator Guide June 2009...
  • Page 2 To view the latest version of this or other documents please refer to the Toshiba FYI web site. Toshiba America Information Systems shall not be liable for any commercial losses, loss of revenues or profits, loss of goodwill, inconvenience, or exemplary, special, incidental, indirect or consequential damages whatsoever, or claims of third parties, regardless of the form of any claim that may result from the use of this document.
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEMS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.
  • Page 4 The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunc- tion by TAIS or its authorized dealer with new or refurbished parts (at their option).
  • Page 5: Table Of Contents

    Contents Introduction Conventions ........................iv Related Documents/Media....................iv Chapter 1 — Overview Remote Call Control (RCC)....................1 Requirements ........................2 Considerations........................3 System Architecture......................4 Features ..........................6 Product Features .......................6 Telephony Services......................6 Chapter 2 — Licenses Chapter 3 — Software Installation Installation Checklist ......................11 Install RCC on an Existing MAS..................12 Upgrading the RCC Software ....................15 Chapter 4 —...
  • Page 6 Contents Chapter 6 – Troubleshooting Limited Call Features .....................29 Single Line Telephone Model ..................29 CO Line Key........................29 Ignore Call ........................30 Set DND..........................30 Intercom..........................30 Advanced CIX Telephony Features................30 Troubleshooting .........................31 RCC Service ........................31 OC...........................35 NT Service ........................35 RCC Administrator Guide 06/09...
  • Page 7 Introduction This guide provides instructions on using the Remote Call Control (RCC) application. This book contains the following chapters: • Chapter 1 – Overview describes details regarding RCC and Microsoft Office Communications Server. • Chapter 2 – Licenses contains information regarding obtaining the appropriate RCC licenses.
  • Page 8: Introduction Conventions

    CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page. Refer to the following for more information: • Strata CIX Remote Call Control Administrator Guide • Microsoft Documents: • Microsoft Office Communicator 2007 Getting Started Guide •...
  • Page 9: Chapter 1 - Overview

    Overview This document contains System Administrator and software installation instructions for Remote Call Control (RCC) supported by the Strata CIX telephone system. The RCC software must be installed in conjunction with Microsoft Office Communications Server (OCS) 2007 and the Strata CIX Computer Supported Telecommunications Application (CSTA) services.
  • Page 10: Requirements

    Overview Requirements in your Microsoft Outlook mailbox. Enterprise Voice does not need a connection to the Strata CIX and RCC server. • Remote Call Control – With Remote Call Control, the Strata CIX becomes an integral part of Microsoft Unified Communications (UM) solution. The Strata CIX is integrated with OCS 2007 for Call Control and Enhanced Presence.
  • Page 11: Considerations

    Overview Considerations Considerations The following are considerations when installing the RCC server. • The RCC software must be installed on a MAS or MicroMAS. • Networked-OCS (RCC software plus Unifier software) is not supported. • The RCC software is compatible with Microsoft OCS 2007. MS OCS 2007 R2 is not currently supported.
  • Page 12: System Architecture

    Overview System Architecture System Architecture The Remote Call Control application enables the Microsoft Office Communications Server 2007 to communicate with all models of Strata CIX systems. With this configuration, Office Communicator (OC) users will be able to make and receive calls via Strata CIX telephones and perform other useful telephony features directly from the Office Communicator application, such as hold/transfer, etc.
  • Page 13 Overview System Architecture OC with Soft IPT OC with RCC enabled RCC enabled PSTN digital Internet / Data CSTA CSTA (SIP) Strata CIX Exchange 2007 2007 RCC Administrator Guide 06/09...
  • Page 14: Features

    Overview Features Features Product Features The Remote Call Control integration solution provides many valuable features: • Strata CIX Telephony Integration: Strata CIX telephony services supported by Office Communicator 2007 via click to call, using a Strata CIX telephone device (DP5000, IP5000, DKT, IPT or SoftIPT). •...
  • Page 15: Chapter 2 - Licenses

    Licenses The RCC license must be generated using the Toshiba Internet FYI. The procedures below are required to generate and register licenses. The following licenses are required for the RCC Server: • A Strata CIX CSTA port license • Appropriate quantities of device monitor licenses activated on RCC. Each device represents a Strata CIX end point.
  • Page 16 2. If RCC is already configured and running, after deploying the license using Network eManager, RCC needs to be restarted. To restart RCC, use the RCC web GUI by clicking Start > Programs > TOSHIBA > RCC > Admin, then click RCC Service from the Left pane. The Window shown below will display.
  • Page 17 Licenses Features 3. You can view license information from the RCC web GUI by clicking Licenses on the left pane and then select “License information”. If there is valid license, the license details will be shown. If not, it will display “no license information” on the right pane.
  • Page 18 Licenses Features Note If there is no license, a user starting Office Communicator with RCC option will get the indicator that there is “No Phone System Connection” (shown below). RCC Administrator Guide 06/09...
  • Page 19: Chapter 3 - Software Installation

    6. Install Strata RCC software 7. Generate RCC licenses 8. Configure OCS and Strata RCC software 9. Configure users Use Microsoft documentation for steps 1 and 2 above and Toshiba CIX documentations for step 3 and 4. RCC Administrator Guide 06/09...
  • Page 20: Install Rcc On An Existing Mas

    Software Installation Install RCC on an Existing MAS Install RCC on an Existing MAS To install RCC software, download the RCC software from Internet FYI > Software (Strata Sys.) > CIX Applications and Utilities. The installation will install the RCC and the Apache Tomcat as the web server and the appropriate JRE distribution.
  • Page 21 Software Installation Install RCC on an Existing MAS 4. Click Next to accept the default installation directory (shown below). 5. Click Install to proceed with the installation (shown below). RCC Administrator Guide 06/09...
  • Page 22 Software Installation Install RCC on an Existing MAS 6. Click Finish to restart the PC (shown below). RCC Administrator Guide 06/09...
  • Page 23: Upgrading The Rcc Software

    Software Installation Upgrading the RCC Software Upgrading the RCC Software If you already have an older version of the RCC software on the MAS, then follow the steps below to upgrade to a newer version. CAUTION! Do not install the new version of RCC software without stopping the Apache Tomcat and ccagent (RCC) services.
  • Page 24 Software Installation Upgrading the RCC Software The Services screen displays (shown below) with ccagent and Apache Tomcat.  To remove the existing RCC software 1. Click Start > Settings > Control Panel. Then click Add or Remove Programs. The Add or Remove screen displays. 2.
  • Page 25: Chapter 4 - Configure Ms Ocs And Rcc

    Configure MS OCS and RCC The Microsoft Office Communications Server (OCS) 2007 must be configured to statically route messages for it to communicate with the Strata RCC Server.  To configure Microsoft Office Communications Server 1. From the start menu, select Programs > Administrative Tools > and open Office Communications Server 2007 (screen shown below).
  • Page 26 Configure MS OCS and RCC Upgrading the RCC Software 2. Locate your OCS server name. Depending on the Server installed, from the left pane, right click on the Server name under the Standard Edition Servers heading or Enterprise Edition Servers heading.
  • Page 27 Configure MS OCS and RCC Upgrading the RCC Software 4. The Front End Properties screen displays. Click the Host Authorization tab. (shown right). RCC Administrator Guide 06/09...
  • Page 28 Configure MS OCS and RCC Upgrading the RCC Software 5. Click the Add button to add the RCC Server IP address. The Edit Authorized Host screen displays (shown right). 6. Select the IP address radio button and enter the IP address of the MAS where the RCC resides.
  • Page 29 Configure MS OCS and RCC Upgrading the RCC Software 9. Click the Routing tab. 10.Click the Add button. RCC Administrator Guide 06/09...
  • Page 30 Configure MS OCS and RCC Upgrading the RCC Software 11.Add a static route for the Strata RCC Server. • In the Domain field Enter the Fully Qualified Domain Name (FQDN) of the MAS where the RCC resides. • The IP address radio button is selected by default.
  • Page 31 Upgrading the RCC Software 4. Click Submit.  To configure the RCC server The RCC server can be configured via the web based administrator console. 1. Click Start > Programs > TOSHIBA > RCC > Admin console. RCC Administrator Guide 06/09...
  • Page 32 Configure MS OCS and RCC Upgrading the RCC Software 2. After the web page appears, click Control Panel from the left pane to the RCC server and configuration parameters. Here is the description for each of the parameters: Field Description IP address of RCC Server.
  • Page 33: Chapter 5 - Configure Users

    Configure Users Each Microsoft Office Communicator user must have an account programmed in the Active Directory server. For more information, please refer to the Microsoft documentation at http://www.microsoft.com/uc/products/ocs2007.mspx.  To program a user account From the Start menu, click Programs > Administrative Tools > Active Directory Users and Computers.
  • Page 34 Configure Users Upgrading the RCC Software  To program a specific user account 1. Click the User folder to display the Users list. 2. Double-click the User in the User list for the User Properties (shown right). 3. Click the Remote control tab.
  • Page 35 Configure Users Upgrading the RCC Software 6. Select Enable Remote Control radio button. 7. Program the server URI for the Strata RCC Server and the user URI for the extension to be monitored. RCC Administrator Guide 06/09...
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  • Page 37: Chapter 6 - Troubleshooting

    Troubleshooting This chapter discusses Feature interactions and procedures to identify and correct errors that may occur when using RCC. Once errors are identified, you may have to make alterations, such as upgrades or configuration modifications to the software. Feature Interaction Limited Call Features The call features are limited when using the RCC application with Microsoft OC 2007.
  • Page 38: Ignore Call

    Troubleshooting Feature Interaction Ignore Call On an incoming call comes through, Ignore Call option is offered in the Communicator’s Invitation popup dialog box. In OCS, this feature is not integrated with RCC per the Microsoft specifications. When the user makes a selection, the “invitation”...
  • Page 39: Troubleshooting

    Troubleshooting Troubleshooting Troubleshooting The following are some troubleshooting tips: RCC Service If the Office Communicator client has the error message “Telephone Integration error.” Check the following: 1. The RCC service may not be configured properly with the correct Strata CIX IP address and the CSTA Port.
  • Page 40 Troubleshooting Troubleshooting • The following screen displays: RCC Administrator Guide 06/09...
  • Page 41 Troubleshooting Troubleshooting 5. Make sure the ‘Routing’ and ‘Host Authorization’ are set up with correct IP addresses of the PC where the RCC service is running. • Click the Routing tab and then the Edit button. The following screen displays. RCC Administrator Guide 06/09...
  • Page 42 Troubleshooting Troubleshooting • From the Front End Properties screen, also click the Host Authorization tab, then Edit. RCC Administrator Guide 06/09...
  • Page 43: Nt Service

    Troubleshooting Troubleshooting If an OC user cannot see the phone numbers of people in his/her OC Contact List: 1. Log out OC client. 2. Go to C:\Documents and Settings\User Name\Local Settings\Application Data\Microsoft\Communicator directory on the PC that runs OC, delete the file ‘GalContact.db’...
  • Page 44 This is the last page of this document.