Installation Manual
Com4Tel Client/Server
© 2008 Avaya Inc.
All Rights Reserved.
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Contents
About this Manual 7
Questions about this manual......................................................................................................7
Who is the manual for?................................................................................................7
What kind of information is provided here?................................................................7
What kind of information is not provided here?..........................................................7
How is this manual structured? ...................................................................................8
Which font styles are used?.........................................................................................8
Which version are you reading? ..................................................................................8
What has changed?...................................................................................................... 8
Where can you find additional information? ............................................................... 9
How do you get a printed copy? .............................................................................................. 10
Requirements.............................................................................................................10
Printing the manual ................................................................................................... 10
Printing problems ...................................................................................................... 10
Action and components 11
Action ......................................................................................................................................11
Figure: Client server solution ....................................................................................11
Features of the client-server solution......................................................................... 12
Components.............................................................................................................................13
Com4Tel Client .........................................................................................................13
License server............................................................................................................13
Com4Tel Server ........................................................................................................ 13
Address book server (ADB server) ...........................................................................13
Route Info Server (RIS).............................................................................................13
Com4Tel Web@dmin................................................................................................14
Update Server............................................................................................................14
DB server................................................................................................................... 14
LNA server................................................................................................................ 14
OmniNames............................................................................................................... 14
Database: Sybase ASE .............................................................................................. 14
Telephony connection (TOM server) ........................................................................ 14
conneCTIon...............................................................................................................15
PABX ........................................................................................................................ 15
Telephones.................................................................................................................15
Phone books .............................................................................................................. 15
Quick reference guide 16
Preparation............................................................................................................................... 16
Installing ..................................................................................................................................17
Commissioning........................................................................................................................ 19
Commissioning the server components 20
Requirements ...........................................................................................................................20
Hardware ...................................................................................................................20
Software .................................................................................................................... 21
PABX ........................................................................................................................ 21
Installation Manual Com4Tel Client/Server Contents • 3
Connecting to Microsoft groupware ........................................................................................22
Requirements.............................................................................................................22
Further measures .......................................................................................................22
Connecting to IBM Lotus Notes groupware ............................................................................ 23
Requirements.............................................................................................................23
Releasing the LDAP access....................................................................................... 23
Starting the LDAP service......................................................................................... 24
Further measures .......................................................................................................24
Connecting to Novell GroupWise groupware..........................................................................25
Requirements.............................................................................................................25
Further measures .......................................................................................................25
Guidelines................................................................................................................................ 26
Restriction ................................................................................................................. 26
One-server system .....................................................................................................26
Networked system .....................................................................................................27
What if an earlier version of conneCTIon is available?...........................................................29
Data storage in conneCTIon...................................................................................... 29
Updating conneCTIon ............................................................................................... 29
Data matching from conneCTIon 3.0 ........................................................................ 29
How do I transfer data from an earlier version? ......................................................................31
Backing-up the database cc .......................................................................................31
Further action ............................................................................................................ 31
Installing the server components ............................................................................................. 32
Checking the operating system requirements ............................................................32
TTrace .......................................................................................................................32
OmniNames............................................................................................................... 32
License server............................................................................................................32
License admin tool ....................................................................................................33
Module Manager .......................................................................................................33
Sybase 12.5.3............................................................................................................. 34
Database .................................................................................................................... 35
conneCTIon...............................................................................................................36
Com4Tel Server ........................................................................................................ 36
Java development kit ................................................................................................. 36
Route info server .......................................................................................................37
Address book server ..................................................................................................37
TomCat...................................................................................................................... 38
Web@dmin ...............................................................................................................38
WebPresence .............................................................................................................38
Watchdog ..................................................................................................................39
Issuing the licenses ..................................................................................................................40
Licenses..................................................................................................................... 40
Issue via license server ..............................................................................................40
Starting the services and processes.......................................................................................... 41
Which services have to be started?............................................................................ 41
Checking....................................................................................................................41
Administration with Com4Tel Web@dmin............................................................................. 41
Use a certificate for data protection and security..................................................................... 42
Procedure...................................................................................................................42
Create a certificate keystore ......................................................................................43
Copy the .keystore file...............................................................................................44
Change the configuration for Tomcat........................................................................44
Exit and restart the Apache Tomcat service .............................................................. 45
How to start Web@dmin with SSL? .........................................................................45
Importing the certificate at the client......................................................................... 46
Installing a client 47
The client's requirements .........................................................................................................47
Hardware ...................................................................................................................47
4 • Contents Installation Manual Com4Tel Client/Server
Client software .......................................................................................................... 48
Installing client software.......................................................................................................... 49
Requirements.............................................................................................................49
Database .................................................................................................................... 49
Installing client software ...........................................................................................49
Uninstalling ...............................................................................................................50
Change.......................................................................................................................50
Installing client software via parameters (automatic installation) ...........................................51
Parameters for installation.........................................................................................51
Silent Setup (client) ................................................................................................... 52
Adding the buttons for Lotus Notes......................................................................................... 53
Symbols for Lotus Notes...........................................................................................53
Adding the buttons for Lotus Notes R5.....................................................................53
Adding the buttons for Lotus Notes R6 or R7...........................................................53
Changing the firewall settings for Windows XP Service Pack 2.............................................54
What does the firewall do? ........................................................................................ 54
We advise you to use the firewall..............................................................................54
Requirements.............................................................................................................54
Changing the settings ................................................................................................54
Maintenance 56
Backing-up the database .......................................................................................................... 56
What is a backup server?........................................................................................... 56
Guidelines for backing up the master database ......................................................... 56
Guidelines for backing up the database.....................................................................56
Backing-up the database............................................................................................57
Restoring the database...............................................................................................58
Load........................................................................................................................... 59
Online help for Sybase ..............................................................................................59
Call number mapping ..............................................................................................................60
Folder ........................................................................................................................ 60
Start parameters.........................................................................................................60
User ...........................................................................................................................60
Tip .............................................................................................................................60
Start parameters of the cticonfig process ................................................................................. 61
Remote maintenance using PC-Anywhere ..............................................................................61
Tips and tricks 62
Updating Web@dmin..............................................................................................................62
Using the Watchdog application.............................................................................................. 63
Recommendation....................................................................................................... 63
Watchdog configuration ............................................................................................ 63
Creating a connection profile for Sybase Central ....................................................................64
Advantage.................................................................................................................. 64
Create ........................................................................................................................64
Call number mapping with the task planner ............................................................................ 65
Configure...................................................................................................................65
Special tip..................................................................................................................65
OmniNames does not start....................................................................................................... 66
Possible cause............................................................................................................ 66
Remedying the error..................................................................................................66
Working with TTrace ..............................................................................................................67
Display of process statuses........................................................................................ 67
Archiving log files.....................................................................................................67
Configuring behavior at the client.............................................................................67
Configuring behavior at the server ............................................................................68
More than 100 users use Com4Tel ..........................................................................................69
Check memory .......................................................................................................... 69
Example: Check necessary Memory for 500 user ..................................................... 70
Installation Manual Com4Tel Client/Server Contents • 5
About this Manual
Questions about this manual
Before you start reading you might have questions regarding this document. We
will answer some questions to start with.
Who is the manual for?
This manual is intended for people who want to install Com4Tel. It makes no
difference whether you are using this document in printed or online form.
Use this manual as you see fit, whether as a reference for individual items or to
get comprehensively inform yourself about installing Com4Tel.
What kind of information is provided here?
This manual contains all the information required to install Com4Tel.
What kind of information is not provided here?
This manual does not contain any information about the administration and use
of Com4Tel.
Installation Manual Com4Tel Client/Server About this Manual • 7
How is this manual structured?
The structure of this manual provides a step by step guide to use of Com4Tel.
Once you have read a few pages you will notice that each topic has a similar
structure. Most start with an introduction to the topic. The necessary
requirements or knowledge are then often described next. These are followed by
instructions. A figure or an example provides more in-depth information.
Which font styles are used?
The following font styles are used in this manual.
Font style Explanation
Bold
Denotes proper names (example: Com4Tel), menus,
commands, buttons and names of dialogs.
Italics Denotes special concepts.
Default Denotes explanations. This style is used for most texts.
1., 2., 3. etc. Denotes an instruction. Proceed step-by-step as described to
use a certain feature.
Which version are you reading?
The following table shows information about this version of the manual.
Compiled on: April 9, 2008
Basis Com4Tel version 2.0.2.xxx
Editors Andreas Marquardt
Available as Online Help
Acrobat Reader file
What has changed?
The following table shows the history of this document.
Version 2.00.xxx
Version Date Changes
2.00.015 10.5.2006 Completely revised
2.00.015 23.6.2006 New chapter: Quick reference guide
2..0.1.150 30.5.2007 C3000
2.0.1.150 21.6.2007 More than 100 users use Com4Tel
2.0.1.150 12.7.2007 Installing client software via parameters
(automatic installation)
2.0.2.xxx 9.4.2008 Corrections
8 • About this Manual Installation Manual Com4Tel Client/Server
Where can you find additional information?
This manual describes the necessary knowledge and requirements and includes
instructions you need to install Com4Tel.
The following manuals contain information on the administration and use of
Com4Tel. You can also use these documents in printed form or online.
Com4Tel Web@dmin User Manual
Com4Tel Client/Server User Manual
Installation Manual Com4Tel Client/Server About this Manual • 9
How do you get a printed copy?
You would rather read these instructions on paper than on the PC screen? No
problem! You can print the manual. This document is prepared for being printed.
Printing this file provides you with a conventional manual.
The manual is printed in A4 format. The printed manual has about 74 pages.
Requirements
The following requirements must be fulfilled to print this manual.
• You need the CTI CD CD-ROM.
• An Acrobat Reader Version 5 or higher must be installed on your
PC. The necessary software is also provided on the CTI CD CD-
ROM.
• A graphics-capable printer must be connected to your PC.
Printing the manual
You want to print the manual.
1. In the file manager, switch to the doc folder on the CD-ROM.
2. Double-click the com4tel_install_en.pdf file. The Acrobat Reader
application opens and displays the manual.
3. Select Print in the File menu of the Acrobat Reader application.
The file is printed.
Printing problems
If you cannot print the manual, please consult your system administrator. Your
system administrator can print a copy for you.
10 • About this Manual Installation Manual Com4Tel Client/Server
Action and components
Action
Com4Tel is a so-called client-server solution. Each Com4Tel client uses central
components of the Com4Tel-server. This ensures that the relevant data and
settings can be maintained centrally (Com4Tel server) and each Com4Tel client
receives the relevant information.
Figure: Client server solution
The following figure shows a schematic diagram of the interaction between the
individual components.
Installation Manual Com4Tel Client/Server Action and components • 11
Features of the client-server solution
The client-server solution (network solution) has the following features.
• The telephone connection is made via 3
rd
party call control (RPC)
in conjunction with conneCTIon.
• Administration takes place centrally (Com4Tel server). A
Com4Tel user can also configure their keys to their own
requirements.
• Access to the telephone books takes place centrally (Com4Tel
server).
• Each Com4Tel user (client) can use telephone books set up at the
server.
• A journal shows the Com4Tel user (client) who phoned when and
how often, whom they phoned, whom they reached and did not
reach and with whom they spoke.
• Licensing takes place via a central server.
12 • Action and components Installation Manual Com4Tel Client/Server
Components
In order to use Com4Tel, you must install and configure various components.
Familiarize yourself with the components for Com4Tel.
Com4Tel Client
Com4Tel Client is a PC application for telephony. A user manages all their
telephone traffic with Com4Tel.
Not only the configuration settings but also the journal data and personal
telephone book are saved in the local database. Changes to the local
configuration are replicated from the Com4Tel client to the server when the
client is quit. Vice versa, when the Com4Tel client is started this configuration
data is collected from the server, just like the data on the calls that have arisen
(journal).
License server
Com4Tel requires valid licenses. The license server controls licensing.
When started the components connect with the license server and test the
necessary licenses. The relevant license files must therefore be available on the
license server.
See: "
Issuing the licenses" on page 40
Com4Tel Server
The Com4Tel server monitors telephony state of configured users and creates a
call history for them (journal). Additionally the Com4Tel server holds the
presence/absence states of all partners. All clients are notified about telephony
and presence states of partners.The Com4Tel server's connection with the PABX
is realized via TOM and conneCTIon (3rd party call control/RPC).
Address book server (ADB server)
An Address book server is used to read in address data, normalize the call
numbers, merge address book entries from different address books and deposit
them, access optimized, in the database. The Com4Tel client uses the address
book server in the event of accesses for data retrieval or address book inquiries
by the users.
Route Info Server (RIS)
The Route Info Server processes requests of Com4Tel server how to handle
incoming calls for a user. Route Info Server knows all rules that a user
administrated using presence management.
Installation Manual Com4Tel Client/Server Action and components • 13
Com4Tel Web@dmin
You use the administration tool Com4Tel Web@dmin to edit the settings of
Com4Tel. Com4Tel Web@dmin is web-based. To edit the settings you will
need a browser on a personal computer within the network.
The administration tool Com4Tel Web@dmin enables you to do the following.
• Adjust the system properties
• Configure and edit the users
• Configure and edit the telephone books
• Import users
Update Server
The update server is used for automatic mapping of the call numbers in the
configured telephone books. This call number mapping ensures flexible phone
number identification. Access to the address data is optimized (faster search
options).
The data in the original telephone books is not changed. The mapped telephone
numbers are maintained in a so-called shadow database.
An update server runs both on the clients (for the local address books) and on the
server (for the central address books).
You can also manually start call number mapping using the call number
mapping tool.
A client can only perform call number mapping for their own contacts.
DB server
The DB_SRV process controls access to the database for the Com4Tel Server.
LNA server
Com4Tel core processes register at LNA_SRV process to be notified about
changes in database.
OmniNames
A Corba naming service (OmniNames) is required and used for the components'
communication. Other Avaya products also use a Corba naming service. You
can also use an already used naming service/server.
Database: Sybase ASE
The Sybase database is used as a relational database management system.
Telephony connection (TOM server)
The TOM server serves as an interface between Com4Tel and the telephony. A
TOM server provides several providers (RPC, TAPI, IP). The Com4Tel server
as well as Com4Tel clients use that uniform telephony interface.
14 • Action and components Installation Manual Com4Tel Client/Server
conneCTIon
The name conneCTIon stands for the interface connection between the telephone
and data worlds. CTI means computer aided telephoning (computer-telephony
interface).
PABX
The application supports the Avaya PABX: I33/I55, I5 and ACM. The PABXs
are modular systems. They are specifically put together to satisfy the customer's
individual requirements.
Telephones
Com4Tel supports the current Avaya telephones in the PABXs I33/I55, I5 and
ACM. You can also use other phones on a project-related basis.
Phone books
Com4Tel can use the following data sources as telephone books.
• Microsoft Exchange 2000/2003 (Active Directory): Global address
book
• Microsoft Exchange: Public folder
• Microsoft Exchange: Shared mailboxes
• Microsoft Outlook: Own contacts
• Lotus Domino (LDAP)
• Lotus Notes: Contacts
• Novell GroupWise (server) (LDAP)
• Novell GroupWise (client): Contacts
• Customer databases (ODBC)
• Personal telephone book
• All LDAP sources in accordance with LDAP V3
Installation Manual Com4Tel Client/Server Action and components • 15
Quick reference guide
The following tables provide brief instructions for the corresponding topics. If
you have already set up several systems and have the necessary experience, you
can use the tables as a memory aid. This quick reference guide is intended for
experienced users.
The tables contain the necessary steps and notes on settings in a short form.
Detailed instructions are given under the corresponding topics.
Preparation
Please note the requirements. Complete the preparatory actions first.
Step Action Note
1. Update conneCTIon
If you are already using an earlier
version of conneCTIon, you must
update it to the version 4.0.
2. Backup cc database
If you are already using an earlier
version of Com4Tel 2 you must
back up the cc database.
3. Install groupware
Before you perform the setup for
the Com4Tel client you must
install and configure the required
groupware.
16 • Quick reference guide Installation Manual Com4Tel Client/Server
Installing
Install the components as described.
Step Action Note
1. Install TTrace Setup type: Complete
2. OmniNames Setup type: Complete
3. License server -
4. License admin tool -
5. Module Manager I33/I55
Input:
Type of ISDN card (number of
channels)
Access type: I33/I55 CSTA (CTI
server, ACD, CallCenter...)
Access No, user and password for
CSTA access to the PABX
I5
Input:
Type of ISDN card (number of
channels)
Access type: I3/I5 CTI (TLP,
CSAT)
6. Sybase 12.5.3 SQL server name: Hostname
Password for the user sa: at least 6
characters long.
Select ODBC Support and
jConnect (JDBC) options
Restart the computer after
installation.
7. Database
Requirement: Sybase SQL server
and Sybase BCKServer services are
running
Upgrade
If you are using an earlier version
of Com4Tel and would like to
transfer the data, upgrade the
database using the
UpgradeTool.exe tool.
Input:
Password for the user sa.
Installation
Input:
User name (sa) and password for
the user of the data database server
Setup type: Complete
hostname of the Corba naming
service
Hostname of the TTrace server
8. conneCTIon -
Installation Manual Com4Tel Client/Server Quick reference guide • 17
9. Com4Tel server Input:
Hostname and port of the Corba
naming service
Hostname and port of the Tomcat
server
10. Java development kit -
11. Route info server Input:
Hostname of the license server
Hostname of the TTrace server
Hostname of the Corba naming
service
Hostname of the database cc
12. Address book server Input:
Hostname of the TTrace server
Hostname of the Corba naming
service
Administrative password: Password
of the user sa
Guideline value for the size of the
address book server database: for
100000 addresses 1GB
13. TomCat Choose components: Full
14. Web@dmin -
15. WebPresence -
16. Watchdog Setup type: Complete
Input:
Hostname of the TTrace server
17. Com4Tel client Input:
Groupware
application scenario: Client/Server
(3rd party)
Hostname of the Com4Tel servers
18 • Quick reference guide Installation Manual Com4Tel Client/Server
Commissioning
Start the system as follows.
Step Action Note
1. Check services
The following services must have
been started and set to Automatic:
Apache Tomcat
Avaya Tenovis Watchdog
Avaya omniORB Naming Service
Communication manager
Sybase BCKServer_Hostname_BS
Sybase SQLServer_Hostname
Tenovis CTI server
Tenovis license server
2. Administrating Com4Tel
With the help of Com4Tel
Web@dmin
3. Switch Apache Tomcat to SSL Procedure:
Create a certificate keystore
Copy the .keystore file
Change the configuration for
Apache Tomcat
Exit and restart the Apache Tomcat
service
If necessary: Import the certificate
at the client
4. If necessary:
Adding the buttons for Lotus
Notes
-
5.
Change the firewall settings in
Windows XP SP2
Exceptions:
com4tel.exe
updsrv.exe
tomsrv.exe
Installation Manual Com4Tel Client/Server Quick reference guide • 19
Commissioning the server
components
Requirements
The following requirements must be fulfilled to enable you to successfully install
and use all the components of Com4Tel.
Hardware
You need the following hardware for the server components. You can install all
the components on a personal computer.
• PC (SATA/ATA/EISA bus or SCSI)
• Intel processor Pentium III 650 MHz or higher (or comparable
processor)
• at least 512 MB RAM
• Hard disk with sufficient memory capacity (8 GB)
• CD-ROM drive (optional)
• Keyboard
• Pointer (mouse)
• Network card (Ethernet card)
• Screen
• ISDN card (optional for linking to PABXs via module manager)
• USB connection 1.1 or higher (optional for license server)
Please note:
IF THEN
You use other applications. you may require larger server hardware
(CPU and RAM) dimensions
accordingly.
You use more than 100 Com4Tel
clients with the server.
you must provide appropriately larger
dimensions for the server hardware
based on the project.
20 • Commissioning the server components Installation Manual Com4Tel Client/Server
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