T
ELE
V
ANTAGE
E
NTERPRISE
M
ANAGER
COPYRIGHT
© 2005 Vertical Communications, Inc. All rights reserved. This manual and the software described in it are copyrighted with all rights reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system or translated into any language in any form by any means without the written permission of Vertical Communications, Inc. Portions © 1999 Microsoft Corporation. All rights reserved.
TRADEMARKS
Vertical Communications and the Vertical Communications logo and combinations thereof are trademarks of Vertical Communications, Inc. TeleVantage and the TeleVantage logo are registered trademarks of Vertical Communications, Inc. Microsoft and Windows are registered trademarks of Microsoft Corporation. Adobe and Acrobat are registered trademarks of Adobe Systems Incorporated. Other brand names, company names and product names are trademarks or registered trademarks of their respective companies.
LIMITED WARRANTY ON SOFTWARE
Vertical warrants that (a) the Software will perform substantially in accordance with the accompanying written materials for a period of (90) days from the date of receipt. Any implied warranties on the Software is limited to ninety (90) days. Some states/jurisdictions do not allow limitations on duration of an implied warranty, so the above information may not apply to you.
CUSTOMER REMEDIES: Vertical’s and its suppliers’ entire liability and your exclusive remedy shall be, at Vertical’s option, either (a) return of the price paid, or (b) repair or replacement of the Software that does not meet Vertical’s Limited Warranty and which is returned to Vertical with a copy of your receipt. This Limited Warranty is void if failure of the Software has resulted from accident, abuse, or misapplication. Any replacement Software will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer.
VERTICAL COMMUNICATIONS, INC. AND ITS SUPPLIERS DISCLAIM ALL OTHER WARRANTIES,
REPRESENTATIONS, PROMISES AND GUARANTEES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, ON THE SOFTWARE, MEDIA, DOCUMENTATION OR RELATED TECHNICAL SUPPORT INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, PERFORMANCE AND FITNESS FOR A PARTICULAR PURPOSE. VERTICAL COMMUNICATIONS, INC. WILL NOT BE LIABLE FOR ANY BUG, ERROR, OMISSION, DEFECT, DEFICIENCY OR NONCONFORMITY IN ANY SOFTWARE. AS A RESULT, THE SOFTWARE AND DOCUMENTATION IS LICENSED “AS IS”, AND THE PURCHASER ASSUMES THE ENTIRE RISK AS TO ITS QUALITY AND PERFORMANCE.
IN NO EVENT WILL VERTICAL COMMUNICATIONS, INC. OR ITS SUPPLIERS BE LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL, CONTINGENT, CONSEQUENTIAL OR SIMILAR DAMAGES OF ANY KIND RESULTING FROM ANY DEFECT IN THE SOFTWARE OR DOCUMENTATION, INCLUDING, WITHOUT LIMITATION, ANY LOST PROFITS OR SAVINGS, DAMAGES FROM BUSINESS INTERRUPTION, LOSS OF OR TO DATA, COMPUTER PROGRAMS, BUSINESS, DOWNTIME, GOODWILL, DAMAGE TO OR REPLACEMENT OF EQUIPMENT OR PROPERTY, OR ANY COSTS OF RECOVERING, REPROGRAMMING OR REPRODUCING ANY PROGRAM OR DATA USED IN CONJUNCTION WITH THE PRODUCTS, EVEN IF VERTICAL
COMMUNICATIONS, INC., ITS SUPPLIERS OR ANYONE ELSE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOU AGREE THAT VERTICAL’S AND ITS SUPPLIERS’ LIABILITY ARISING OUT OF CONTRACT, NEGLIGENCE, STRICT LIABILITY IN TORT OR WARRANTY SHALL NOT EXCEED THE AMOUNT
Some jurisdictions do not allow the limitation or exclusion of implied warranties or liability for incidental or consequential damages, and some jurisdictions have special statutory consumer protection provisions which may supersede this limitation, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction. This software and license may not be transferred or resold without authorization from Vertical Communications, Inc.
Vertical Communications, Inc. One Memorial Drive Cambridge, MA 02142 #97-6608 Edition 7
C
ONTENTS
Chapter 1. Introducing TeleVantage Enterprise Manager ...1-1
Overview ...1-2 An example of a three-Member domain ... 1-4 Important Enterprise Manager terminology...1-5 Where to get help...1-8 Reporting problems... 1-8
Chapter 2. Enterprise Manager Requirements ...2-1
Introduction ...2-2 TeleVantage requirements...2-2 Platform requirements...2-2 Internet trunk requirements ...2-3 Enterprise Manager license requirements ...2-3 Member-to-Member network requirements...2-3 Firewall requirements... 2-4
Chapter 3. Planning For Enterprise Manager ...3-1
Introduction ...3-2 Overview of the installation process...3-2 Scheduling an installation or upgrade... 3-2 Using remote management software while installing ...3-3 Performing unattended installations...3-3
Chapter 4. Installing Enterprise Manager...4-1
Introduction ...4-2 Information you will need before starting the installation... 4-2 Installation steps ...4-3 Completing the installation ...4-7 Entering and activating the Enterprise Manager license ... 4-7
Starting the Enterprise Manager Administrator... 5-4 The Enterprise Manager Administrator views... 5-5 Configuring Member replication... 5-6 Controlling Member replication ... 5-6 Specifying replication criteria on a Member ... 5-10 Changing replication criteria... 5-15 Creating restricted replication ranges ... 5-17 Distributing a user’s availability to other domain Members... 5-20 Adding Members to the domain... 5-22 Adding a Member to the TeleVantage domain ... 5-22 About name and extension conflicts ... 5-27 Viewing local and remote extensions... 5-28 Testing the addition of a Member... 5-31 Backing up your system after adding Members... 5-31 Removing a Member from the domain... 5-32 Maintaining a TeleVantage domain ... 5-33 Updating extensions... 5-33 Starting and stopping the Enterprise Manager service... 5-34 Viewing TeleVantage Event Logs ... 5-36 Changing the Enterprise Manager service port numbers ... 5-37 Changing the Registrar in the domain ... 5-38 Using Internet-to-Phone Number dialing services ... 5-39 Using contact PIN identification across Member Servers... 5-40 Using remote management software ... 5-40
Appendix A. Troubleshooting Guide... A-1
Appendix B. Reading the TeleVantage Event Logs ... B-1
E-mail notification of Enterprise Manager-related events ...B-1 Viewing TeleVantage event descriptions...B-2 Enterprise Manager Event Log events ...B-3
Appendix C. Uninstalling Enterprise Manager ... C-1
Appendix D. Adding a firewall to an existing domain... D-1
Appendix E. Enterprise Manager in a non-VoIP Environment ... E-1
Appendix F. Performing Unattended Installations...F-1
Unattended installation examples...F-2 Enterprise Manager installation command parameters ...F-3
C
HAPTER
1
CHAPTER 1
I
NTRODUCING
T
ELE
V
ANTAGE
E
NTERPRISE
M
ANAGER
C
HAPTERC
ONTENTSOverview. . . 1-2 Important Enterprise Manager terminology . . . 1-5 Where to get help . . . 1-8
Overview_____________________________________________
Welcome to TeleVantage Enterprise Manager!
Enterprise Manager allows a distributed network of TeleVantage Servers to appear and behave as a single phone system.
Enterprise Manager facilitates the configuration and operation of a network of TeleVantage Servers (called a TeleVantage domain) by automating the initial inter-Server configuration and providing data synchronization services that make the domain of TeleVantage Servers appear as a single distributed phone system. Enterprise Manager manages the domain’s H.323 Gateways, H.323 Gateway users, and dialing services automatically. Without Enterprise Manager, you would need to do this manually, configuring multiple TeleVantage Servers to communicate with each other using Voice over IP (VoIP) by setting up H.323 Gateways and H.323 Gateway users on each TeleVantage Server. (For details, see “Connecting two Servers using H.323 Gateways” in Chapter 15 of Administering
TeleVantage.)
With Enterprise Manager, businesses with multiple locations can improve employee productivity and office efficiency by:
Q Knowing if any fellow employee is on the phone, on vacation or in a
meeting, no matter where they are located. Enterprise Manager extends TeleVantage ViewPoint, the system’s desktop graphical interface, to show the phone and personal status of any remote user. With a single view of the entire organization’s availability, employees can also point and click to camp-on any busy remote extension so they are automatically called back and connected when the extension becomes free.
Q Forwarding or sending voice messages to anyone in the enterprise using
the phone or ViewPoint. Enterprise Manager automatically distributes voice messages among TeleVantage Servers as needed, and users have access to multi-site distribution lists.
Q Identifying and handling VIP calls appropriately, no matter which office
location is called. Enterprise Manager automatically configures
inter-office call routing over VoIP to eliminate long-distance toll charges between distributed locations.
Enterprise Manager reduces the administrative costs of distributed phone systems by automatically configuring and managing connections between TeleVantage servers. Enterprise Manager simplifies administration by:
Q Eliminating tedious moves, adds and changes of users, dial plan and
inter-office communication settings. With a point and click,
administrators can control which information is copied across all servers and which stays local to a specific server. Enterprise Manager
automatically configures TeleVantage Servers so they can communicate over VoIP and automatically propagates dial plan changes to every Server in the TeleVantage domain.
If you use optional remote management software such as Microsoft® Terminal Services, Microsoft Remote Desktop, or Symantec® pcAnywhere® with Enterprise Manager, you can manage your entire TeleVantage domain from a centralized location. See “Using remote management software” on page 5-40 for details.
Q Enabling offices to continue to function even if intra-office networks are
interrupted, or if an individual location loses power. Enterprise Manager’s peer-to-peer architecture removes any central point of failure.
Important: Call Center queues cannot be staffed across different TeleVantage Servers. In other words, an agent or supervisor located on one TeleVantage Server cannot participate in a queue created on a different Server. If you want to support remote call center agents, the agent must be defined on the same Server as the queue, and you can use call forwarding to send that agent’s calls to an external number. For more information on remote agents, see Chapter 2 of the
An example of a three-Member domain
The following diagram shows the basic configuration and features of a three-Member domain. Key terms are described on page 1-5.
Q There are three TeleVantage Servers, located in Boston, NYC, and Paris.
The Server names and IP addresses are maintained by the single Registrar component which could be installed on any Member PC.
Q Each TeleVantage Server has local extensions designated by the
extensions listed in the box (for example, NYC’s local extensions are Joe, Door Phone and Sales Queue.)
Q The Enterprise Manager Member component is installed on each
TeleVantage Server, and manages all user replication, dial plan changes, voice mail distribution, and so forth between the local TeleVantage Server and the other Members in the domain.
Q Each TeleVantage Server has H.323 Gateway users, which correspond to
local extensions on other TeleVantage Servers. These Gateway users direct calls to the corresponding local extensions on the other Servers. For example, if Joe in NYC dials x201 (the NYC Server’s Gateway user extension representing Pierre in Paris), the call is directed over VoIP to the Paris TeleVantage Server and Pierre’s phone rings in Paris.
Q Not every local extension needs to be replicated to every TeleVantage
Server (causing a corresponding Gateway user to be created on each Server.) You configure each Member using the Enterprise Manager Administrator to specify which extensions are distributed to other Members. For example, in the diagram the NYC Member is configured to replicate all of the NYC TeleVantage Server’s extensions to the other Members in the domain, except for ‘Door phone x112’.
Q A Member can be configured to not accept any extensions within a certain
range. For example, the Boston Member is configured to not create Gateway users that correspond to local extensions on other Servers that are assigned extension numbers in the range from 500-600, so the NYC Server’s ‘Sales Queue x555’ is not created in Boston. The Paris member has no such restrictions, so all of the extensions replicated by NYC and Boston are replicated in Paris as Gateway users.
Q Enterprise Manager does not replicate extensions that already exist on the
local TeleVantage Server. For example, if Paris already had a local extension 102, then Joe’s extension from NYC would not be replicated to Paris because there is an extension conflict. Joe’s Member would also report the conflict.
Important Enterprise Manager terminology_________________
In order to get the most out of this manual, review the following key terms:
Q TeleVantage domain. Collection of TeleVantage Servers that use
Enterprise Manager to appear and behave as a single distributed phone system.
Q Registrar. The Enterprise Manager component that maintains the master
list of Members in the domain. There can be only one Registrar in a TeleVantage domain.
The Registrar adds, edits, and deletes Members from the domain, and informs each Member about other Members in the domain.
Q Member. An Enterprise Manager component that is installed on every
TeleVantage Server in the domain.
Each Member manages communication between its local TeleVantage Server and the other Members in the domain. Specifically, each Member makes sure that:
Q Other domain Members are informed of any relevant changes to the
Member’s local TeleVantage Server.
Q The Member’s local TeleVantage Server is updated to reflect the
relevant changes sent by the other domain Members (for example, extension changes, new voice messages, availability status, and so forth), and by the Registrar (for example, information about new Members that have been added to the domain.)
A Member exchanges phone availability updates (on/off hook status) and extension additions, changes, and deletions with other Members. It also automatically forwards voice messages left on its local TeleVantage Server back to the home Inbox associated with the extension.
Members communicate directly with each other. Although the Registrar plays a critical role in the TeleVantage domain, the Registrar does not mediate communications between Members.
Q Replication. A process by which information about TeleVantage
extensions on one Server is propagated to other Servers in the domain. During replication, the following information about the local extension is automatically updated for the corresponding H.323 Gateway users on other Members in the domain:
First name and last name (or Name for non-user extensions such as IVR Plug-ins and Queues)
Extension
DID number(s) associated with the local extension Dial-by-name setting
The following information is only replicated for users: Job title
Voice title Contact PINs
Play extension to caller setting Log calls setting
Maximum mailbox size Active personal status Active greeting
Q Utility user. The TeleVantage user that you create when you use the
Enterprise Manager Administrator for the first time, used by Enterprise Manager to log on to TeleVantage. The Utility user facilitates
communication between the Enterprise Manager service and the TeleVantage Server.
Q Local extension. Any extension that is created using the TeleVantage
Administrator (for example, a user, queue, auto attendant, IVR Plug-In, and so forth) except an H.323 Gateway user. Any local extension can be selected for replication to other Members in the domain. Depending on your replication criteria, a replicated local extension can have a corresponding Gateway user on every other TeleVantage Server in the domain, and can be dialed directly by users on any Server.
Q H.323 Gateway user. A special type of TeleVantage user that
corresponds to a local extension on another TeleVantage Server. Think of Gateway users as remote ‘virtual’ extensions that map to another TeleVantage Server's local extension and share the same extension number. Calls to Gateway user extensions on one TeleVantage Server are redirected via VoIP to the corresponding local extension the other Server. Using Gateway users created by Enterprise Manager, any extension on any TeleVantage Server can be dialed from any other Server. For more about Gateway users, see Chapter 15 in Administering TeleVantage.
Q Availability. Whether a TeleVantage user is on a call or not. Optionally,
Enterprise Manager can distribute a replicated user’s availability status across the TeleVantage domain so that a user on one Member in the
Where to get help______________________________________
Please contact your TeleVantage provider for technical support—Vertical only provides technical support through TeleVantage providers. For information on how to report problems, see “Reporting problems” on page 1-8.
For late-breaking information about installation, administrative, or other issues, see the What’s New (WhatsNew.htm) on the TeleVantage Master CD.
You can also access on-line Help from any screen or dialog box in the Enterprise Manager Administrator, and by referring to the TeleVantage Server
documentation.
Reporting problems
Use the Problem Report Wizard to report any problems you experience with Enterprise Manager to your provider. For more information about using the Problem Report Wizard to report problems, see Chapter 12 in Administering
TeleVantage.
Note: Before reporting a problem to your provider, follow the steps in the “Troubleshooting Guide” in Appendix A.
C
HAPTER
2
CHAPTER 2E
NTERPRISE
M
ANAGER
R
EQUIREMENTS
C
HAPTERC
ONTENTS Introduction. . . 2-2 TeleVantage requirements . . . 2-2 Platform requirements . . . 2-2 Internet trunk requirements . . . 2-3 Enterprise Manager license requirements . . . 2-3 Member-to-Member network requirements . . . 2-3Introduction __________________________________________
This chapter describes the hardware and software requirements for the PCs on which the Enterprise Manager components run.
TeleVantage requirements_______________________________
On each TeleVantage Server in the domain, the TeleVantage Server and TeleVantage Enterprise Manager version must be the same (see “About version checking” on page 5-36 for details.)
Normally, the same version of Enterprise Manager should be installed on all of the TeleVantage Servers in the domain. For specifics on inter-version
compatibility, see the What’s New (WhatsNew.htm) on the TeleVantage Master CD.
TeleVantage Small Office Edition (SOE) does not support TeleVantage Enterprise Manager.
Using E-mail notification of Enterprise Manager events
While not a requirement, it is strongly recommended that e-mail notification be turned on for each Member Server in the domain so that TeleVantage
Administrators can automatically be notified of any Enterprise Manager events. See “E-mail notification of Enterprise Manager-related events” on page B-1 for more information.
Platform requirements__________________________________
You must install Enterprise Manager on a TeleVantage Server PC that meets the requirements described in Chapter 3 of Installing TeleVantage. Enterprise Manager requires additional CPU resources, disk space, and memory to perform its tasks:
Q A minimum of 200 MB extra disk space is recommended for most
systems. If your system is already heavily loaded (watch the CPU usage in the Windows Performance Monitor) you may need to upgrade your PC before adding it to an Enterprise Manager domain.
Q For systems with heavy voice mail needs that span 400 active replicated
extensions across three or more TeleVantage Servers, a full version of Microsoft SQL Server (not MSDE) is recommended as the TeleVantage database server.
Internet trunk requirements______________________________
Servers in the TeleVantage domain are connected by TeleVantage’s H.323 Gateways over any TCP/IP connection including the Internet.
Q For details on required Internet telephony boards, related drivers, and how
to install and configure them, see Installing Intel Telephony Components.
Q For information on adding an H.323 span and configuring Internet
telephony support, see Administering TeleVantage.
Important: You can install and use Enterprise Manager in a limited fashion on a PC that does not have any Internet telephony boards installed. For more information, see Appendix E, “Enterprise Manager in a non-VoIP Environment.”
Enterprise Manager license requirements__________________
An Enterprise Manager license is required on each PC where the Enterprise Manager Member component is installed. To obtain Enterprise Manager licenses, contact your TeleVantage provider.
Entering and activating and activating an Enterprise Manager license is described as part of the installation instructions in Chapter 4.
Member-to-Member network requirements
Member-to-Member connections require a TCP/IP connection with the proper ports open. Specifically, the following are required for each TeleVantage Server where Enterprise Manager is installed:
Q DNS-resolvable name or static IP address. If your network is
supported by a DNS server, best practice is to use DNS-resolvable names (for example, ‘nyc.mycompany.com’) where possible instead of static IP addresses. That way, if static IP addresses change for any reason, the change will be managed by the DNS server. This will ease potential maintenance tasks for the Enterprise Manager administrator.
There is no need to change the default ports (9001 and 9002) unless you have other applications which use those ports. You do not need to use the same port numbers on all the Enterprise Manager PCs in the domain. You specify the ports when you configure the basic settings on a Member after installing Enterprise Manager (see page 4-13), and also when you add a Member to the domain (see page 5-22.) If you need to change either port at a later time, see “Changing the Enterprise Manager service port numbers” on page 5-37.
Firewall requirements
When communicating over a wide area network (WAN) or the Internet, if the Enterprise Manager service on one TeleVantage Server in a domain is separated from the Enterprise Manager services on other Servers by a firewall, the firewall must allow inbound connections on the port numbers used by the Enterprise Manager service. For example, if you are using the default ports 9001 and 9002, be sure that open ports 9001 and 9002 are in place in your firewall.
Important: If other TeleVantage Servers in the domain accept connections on different port numbers, make sure that your firewall allows outbound connections for those ports as well.
For example, if you have 3 Members in the domain that are listening on different ports, your firewall configuration might look like this:
Similarly, if there are any Network Address Translation (NAT) devices on the network between TeleVantage Servers in the domain, they must be configured to send inbound traffic on the designated ports to the internal address of their local TeleVantage PC.
Adding a firewall
If you decide to add a firewall after you have set up a TeleVantage domain, see Appendix D.
See your systems administrator for more information on configuring Internet access, using firewalls and Network Address Translation (NAT) devices, and so
Member Accepts connections on port Firewall allows inbound TCP traffic on port Firewall allows outbound TCP traffic on port A 6666 6666 7777, 8888 B 7777 7777 6666, 8888 C 8888 8888 6666, 7777
C
HAPTER
3
CHAPTER 3P
LANNING
F
OR
E
NTERPRISE
M
ANAGER
C
HAPTERC
ONTENTS Introduction. . . 3-2 Overview of the installation process . . . 3-2 Using remote management software while installing . . . 3-3 Performing unattended installations . . . 3-3Introduction __________________________________________
This chapter provides an overview of the installation process.
For late-breaking information about installation, administrative, or other issues, see the What’s New (WhatsNew.htm) included on the TeleVantage Master CD.
Overview of the installation process ______________________
Installing Enterprise Manager consists of the following tasks. The actual steps are explained in detail in Chapter 4 and Chapter 5.
Q Make sure that the TeleVantage Server on which you plan to install
Enterprise Manager meets the TeleVantage and platform requirements described in Chapter 2.
Q Back up the TeleVantage database before you start. For instructions, see
Chapter 12 in Administering TeleVantage.
Q Install Enterprise Manager. Q Configure the Registrar.
Q Configure basic settings on a Member.
Q Enter and activate your Enterprise Manager license Q Test-start the Enterprise Manager service.
Q Configure the H.323 spans used by Enterprise Manager. Q Configure Member replication.
Q Distribute users’ availability to other domain Members. Q Add Members to the TeleVantage domain.
Scheduling an installation or upgrade
If you are installing or upgrading Enterprise Manager on the TeleVantage Server, schedule the upgrade to occur after business hours or during a maintenance interval, because you may be prompted to restart the Server during the installation or upgrade process, which will disrupt phone service.
Using remote management software while installing_________
All of the steps described in “Overview of the installation process” on page 3-2 need to be performed on each Member in the domain. In order to make this easier, set up remote access to the target TeleVantage Servers before starting to install. For more about using remote management software with Enterprise Manager, see “Using remote management software” on page 5-40.
Installing Enterprise Manager remotely on a Windows 2003 Server
If you will be installing Enterprise Manager on a Windows 2003 Server from a remote location (using Remote Desktop, for example), you must first perform the following steps on the Windows 2003 Server:
1. Click Start > Administrative Tools > Terminal Services Configuration > Server Settings.
2. Set Delete temporary folders on exit to No. After the install completes successfully, restore this setting to its original value.
Performing unattended installations ______________________
For details on how to use Microsoft® Windows® Installer to perform unattended (silent) installations, see Appendix F.
C
HAPTER
4
CHAPTER 4
I
NSTALLING
E
NTERPRISE
M
ANAGER
C
HAPTERC
ONTENTSIntroduction. . . 4-2 Installation steps. . . 4-3 Completing the installation . . . 4-7
Introduction __________________________________________
This chapter describes how to do the following:
Q Install Enterprise Manager. See page 4-3.
Q Enter and activate your Enterprise Manager license. See page 4-7. Q Configure the Registrar. See page 4-11.
Q Configure basic settings on a Member. See page 4-13. Q Test-start the Enterprise Manager service. See page 4-17.
Q Configure the H.323 spans used by Enterprise Manager. See page 4-17.
Troubleshooting installation problems
If you experience problems after installing, first see the What’s New
(WhatsNew.htm) on the TeleVantage Master CD for late-breaking information about installation, administrative, or other issues. Then, review the
“Troubleshooting Guide” in Appendix A before contacting your technical support representative.
Information you
will need before starting the installation
Before starting the installation, assemble the following information:
Q Windows account name and password used to run the Enterprise Manager
Windows Service
Q Enterprise Manager license serial number and verification key, or a
license (.LIC) file containing this information
Q Partner ID (required to activate your Enterprise Manager license) Q Username and password of a TeleVantage Administrator user (for
example, ‘Admin’) on the TeleVantage Server
Q A free (unassigned) extension number that can be assigned to the
Installation steps ______________________________________
1. Back up the TeleVantage database according to the instructions in
Administering TeleVantage
2. Stop the TeleVantage Server if it is running.
3. Insert the Master CD. If the Master Setup does not start automatically,
run autorun.exe from the root directory on the Master CD.
5. The TeleVantage Enterprise Manager Setup starts.
Follow the on-screen instructions.
6. In the TeleVantage Server Information screen, enter the name of this
TeleVantage Server.
7. In the Windows Account Name and Password screen, enter the
Windows User Name and Windows Password used to run the
Enterprise Manager service on this PC. This Windows account must have access to the network shares on the TeleVantage Server PC.
Click Next to continue.
Q Typical. Installs only the Member component, which is required for
every TeleVantage Server in the domain. If you choose Typical, click
Next and go to step 10.
Q Custom. Choose Custom to install the Enterprise Manager Registrar
component from which you plan to manage the TeleVantage domain. You must install one, and only one, Registrar component in the domain. (See “An example of a three-Member domain” on page 1-4 for more about Registrars and Members.)
Custom allows you to install the following:
Q Both Registrar and Member components Q Only the Member component
You also choose Custom to change the default installation path. (The default path is C:\Program Files\TeleVantage Enterprise
Manager.)
If you choose Custom, click Next and go to the next step.
9. In the Custom Setup screen, select the Enterprise Manager components
that you want to install.
To install Enterprise Manager in a different location, click Change and browse to the location.
10. Continue following the onscreen instructions to complete the
installation.
11. If you are prompted to restart your PC, do so. When the installation
completes, click Finish to exit the Setup wizard.
12. Restart the TeleVantage Server.
Completing the installation ______________________________
Completing the Enterprise Manager installation on this TeleVantage Server involves the following steps:
Q Enter and activate the Enterprise Manager license. See page 4-7. Q Configure the Registrar. See page 4-11.
Q Configure basic settings on a Member. See page 4-13. Q Test-start the Enterprise Manager service. See page 4-17.
Q Configure the H.323 spans used by Enterprise Manager. See page 4-17.
When you are done, repeat the installation on the other TeleVantage Servers that will be added to the domain. Be sure that one and only one of the TeleVantage Servers includes the Registrar component (see step 9 above.)
Important: It is highly recommended that you synchronize the clocks on all of the TeleVantage Servers in the domain. This simplifies troubleshooting, as it facilitates dealing with time zone differences when troubleshooting Enterprise Manager logs from different TeleVantage Servers.
Entering and activating the Enterprise Manager license
You must enter and activate an Enterprise Manager license on each TeleVantage Server where the Member component is installed. License activation is optional during the 60-day grace period that starts on the day that you enter your Enterprise Manager license.
To enter your Enterprise Manager license
1. In the left pane of the Enterprise Manager Administrator, right-click
TeleVantage Enterprise Manager and then choose Properties. The Configure TeleVantage Enterprise Manager dialog box opens.
2. On the Member tab, enter the Serial Number and Verification Key of your Enterprise Manager license.
You can also import your Enterprise Manager license from a file. To do so, click Import, and then point to the license (.LIC) file.
3. If this TeleVantage Server is connected to the Internet, click Activate to activate your Enterprise Manager license, and go to step 4.
Note: If you do not have Internet access on this TeleVantage Server, see “How to activate your licenses” in Appendix D of Installing
4. The Activation Information dialog box opens.
Complete the information in the Activation Information dialog box. All fields in bold are required. (If you have already activated your TeleVantage licenses, many of these fields will be filled in.)
Completing all the fields will help your technical support representative when troubleshooting problems, and will keep you informed of any updates.
Note the following required fields:
Q Partner ID. If you do not know your Partner ID, request it from the
Q Lock your licenses to this hardware key. Do one of the following: Q If you have not yet activated your TeleVantage licenses, select
the hardware ID on the TeleVantage Server to which you want to lock all of your licenses, including your Enterprise Manager license. For more information, including details on the pros and cons of locking to each type of hardware ID, see “How hardware locking works” in Appendix D of Installing TeleVantage.
Q If you have already activated your TeleVantage licenses, leave
the contents of this field unchanged.
5. Click OK. TeleVantage submits your license information to Vertical.
Q If activation was successful, an activated Enterprise Manager license
is returned and automatically added to your system. Click OK twice, to acknowledge the activation message and exit the Configure TeleVantage Enterprise Manager dialog box.
Q If activation was not successful, the reason is displayed. See
“Licensing errors” in Appendix D of Installing TeleVantage for more information.
Important: Once your Enterprise Manager license is activated, back up your TeleVantage database according to the instructions in Administering TeleVantage so that you do not have to repeat the activation process if you ever need to restore the TeleVantage database.
Configuring the Registrar
1. In the left pane of the Enterprise Manager Administrator for the
Registrar, right-click TeleVantage Enterprise Manager and then choose Properties. The Properties dialog box opens.
2. Click the Registrar tab. (If the Registrar tab is not available, you are
using the Enterprise Manager Administrator for a Member, not the Registrar.)
3. Enter the following information:
Q Display Name. Name that identifies this Registrar in Enterprise
Manager Administrators in the domain. The default display name is
Registrar.
Q Network Address. Either the DNS-resolvable name (this is
preferred—for example, ‘nyc.mycompany.com’) or IP address of the TeleVantage Server where the Registrar component is installed. This address is used by the Enterprise Manager services to communicate with each other across the domain. Normally, you do not need to change the default address. (To identify this IP address, run ipconfig from the command line on the TeleVantage Server where the Registrar component is installed.)
4. Click OK to save your changes.
Specifying H.323 Gateway and dialing service prefixes to
avoid extension conflicts
All H.323 Gateways and dialing services created by Enterprise Manager start with prefixes that are used on all of the Member Servers in the domain. By default, the H.323 Gateway prefix used on all Member Servers is ‘89’, and the dialing service prefix is ‘77’.
Normally, you do not need to change these defaults. However, if the defaults conflict with your extension numbering scheme (which may cause dialing delays), you can specify other prefixes according to the following instructions. Otherwise, go to the next section.
1. Open the Enterprise Manager Registrar tab as described in the previous
section, “Configuring the Registrar.”
2. Enter a new Gateway Prefix and Dialing Service Prefix.
3. Click OK to save your changes. The changes will be propagated across the TeleVantage domain.
Configuring basic settings on a Member
On each Member, you use the Enterprise Manager Administrator to configure the Enterprise Manager service and create the Enterprise Manager Utility user. For information on how to use the Enterprise Manager Administrator, see Chapter 5, “Configuring Domain Members and Replication.”
1. Choose Start > Programs >TeleVantage Enterprise Manager >
TeleVantage Enterprise Manager Administrator.
The Enterprise Manager Administrator opens.
After installing Enterprise Manager for the first time, when you click anywhere in the Administrator, you are prompted to configure Enterprise Manager:
2. In the Configure TeleVantage Enterprise Manager dialog box opens.
Note that on a Member-only PC, there is no Registrar tab.
3. On the Member tab, click Configure. The Configure Enterprise Manager Utility User dialog box opens:
4. Enter the following information in the TeleVantage Server Properties
section:
Q Administrator name. Name of any TeleVantage user with
Administrator privileges (either the user is a member of the Administrators role, or has equivalent permissions.) The default Administrator name is Admin.
Q Admin user password. Password of the user you specified in
Administrator name.
The administrator account that you specify here is only used when Enterprise Manager logs on to TeleVantage to initially create the Enterprise Manager Utility user, or if it is necessary to recreate the Utility user. The Enterprise Manager Utility user account is used in all subsequent logons in order to receive updates about replicates users, forward voice mail to home Inboxes, and so forth.
If password security settings are subsequently changed via the TeleVantage Administrator so that the Admin user password no longer works, the individual Enterprise Manager service managers will not start until you provide a valid password. For details, see “‘Enterprise Manager service failed to start: A valid Utility user name or password was not found’ entry is logged to the TeleVantage Event Log” on page A-5.
5. Enter the following information in the Enterprise Manager Utility User
section:
Q Name. Enterprise Manager Utility user’s name. The default user
name is Enterprise Manager.
Q Extension. A free (unassigned) extension on the TeleVantage Server
that will be assigned to the Enterprise Manager Utility user. (The Utility user’s extension is not meant to be dialable, but you must enter a valid and available extension number so that the Enterprise Manager Administrator can create the Utility user.)
6. Click OK twice to save your changes and close both dialog boxes. It may take a few moments while the Utility user is created.
7. In the left pane of the Enterprise Manager Administrator, right-click
TeleVantage Enterprise Manager and then choose Properties.
8. Configure the following settings:
Q Distributed Availability. Select the Enabled checkbox if you want to
distribute availability status updates between this Member and other Members in the domain. For more information, see “Distributing a user’s availability to other domain Members” on page 5-20.
Note: Unless this checkbox is enabled, the Availability Manager will never start. See “About the Service view” on page 5-35 for more about the Enterprise Manager service managers.
Q Communication Ports. Port numbers that the Enterprise Manager
services use to communicate with each other. For more information on how the ports are used, see “Member-to-Member network requirements” on page 2-3.
Note: If there is a firewall in place between this TeleVantage Server and other Servers in the domain, see important information in “Firewall requirements” on page 2-4.
If you need to change either port number at a later time, see “Changing the Enterprise Manager service port numbers” on page 5-37.
Test-starting the Enterprise Manager service
Enterprise Manager runs as a Windows service. To test the installation, start the Enterprise Manager service.
1. In the left pane of the Enterprise Manager Administrator, expand
TeleVantage Enterprise Manager, and then click Service. The current status (Stopped) of each of the Enterprise Manager service managers is displayed in the right pane.
2. In the left pane, right-click Service, and then choose Start Service. It may take a few moments before you see the service manager statuses start to update in the right pane. If the Enterprise Manager service does not start completely (all listed statuses change to “Running”), see page A-4 for some troubleshooting tips.
Note: If Distributed Availability is not enabled, the status of the Availability Manager will not progress to “Running.”
Setting the Enterprise Manager service to autostart
1. Click Start > Settings > Control Panel > Administrative Tools > Services.
2. In the Services dialog box, locate and double-click TeleVantage Enterprise Manager.
3. In the TeleVantage Enterprise Manager Properties dialog box, select
Automatic from the Startup type drop-down list.
4. Click OK and then exit the Services dialog box.
Configuring the H.323 spans used by Enterprise Manager
After installing Enterprise Manager, on the TeleVantage Server, edit each H.323 span used by Enterprise Manager according to the following steps. For more about H.323 spans, see Chapter 15 of Administering TeleVantage.
1. In the TeleVantage Administrator Trunks view, right-click any H.323
5. Restart the trunks in the span so that your changes take effect. For
instructions, see ‘Restarting stations or trunks’ in Chapter 12 of
Administering TeleVantage.
6. Back up the TeleVantage Server database so that in the event of a
problem, you can restore a version of the database that includes the new Utility user created during the installation process, as well as the changes to the H.323 span settings. For instructions, see Chapter 12 in
Administering TeleVantage.
Uninstalling Enterprise Manager
If you need to uninstall Enterprise Manager, see the information in Appendix C.
Where to go next ______________________________________
Go to the next chapter for instructions on how to perform the following tasks:
Q Configure Member replication.
Q Distribute users’ availability to other domain Members. Q Add Members to the TeleVantage domain.
C
HAPTER
5
CHAPTER 5
C
ONFIGURING
D
OMAIN
M
EMBERS
AND
R
EPLICATION
C
HAPTERC
ONTENTSOverview. . . 5-2 Using the Enterprise Manager Administrator . . . 5-2 Configuring Member replication . . . 5-6 Distributing a user’s availability to other domain Members . . . 5-20 Adding Members to the domain . . . 5-22 Maintaining a TeleVantage domain . . . 5-33
Overview_____________________________________________
This chapter describes how to configure and manage your TeleVantage domain’s Members and their replication criteria and settings by performing the following tasks:
Q Start and use the Enterprise Manager Administrator. See page 5-2. Q Configure replication on each Member. See page 5-6.
Q Distributing a user’s availability to other domain Members. See page
5-20.
Q Add Members to the TeleVantage domain. See page 5-22. Q Start and stop the Enterprise Manager service. See page 5-34.
Q View Enterprise Manager-related entries in the TeleVantage Event Logs.
See page 5-36.
Before setting up a new Member or adding it to the TeleVantage domain, make sure of the following:
Q Enterprise Manager has been successfully installed on the Member, as
described in Chapter 4.
Q You have successfully started the Enterprise Manager service on the
Member, as described in “Test-starting the Enterprise Manager service” on page 4-17.
For information on how to verify that your system is operational, see section 1 in the “Troubleshooting Guide” in Appendix A.
Using the Enterprise Manager Administrator _______________
The Enterprise Manager Administrator is used to manage how the Member interacts with this TeleVantage Server and with the other domain Members. It also is how you manage the Registrar component if it installed on this TeleVantage Server.
You use the Enterprise Manager Administrator to do the following:
Q Add Members to the TeleVantage domain. Q Select extensions for replication.
Q View TeleVantage Event Logs.
With Enterprise Manager, you do not need to manually create and update H.323 Gateways, H.323 Gateway users, or dialing services to communicate between TeleVantage Servers using VoIP, as described in Chapter 15 in Administering
TeleVantage.
Q When you add a Member to the TeleVantage domain, Enterprise Manager
creates all the required TeleVantage components automatically.
Q When you make a change on one Member, based on your replication
criteria Enterprise Manager automatically detects that change and makes the corresponding changes on all Members in the TeleVantage domain.
Administering Members and the Registrar
You can run the Enterprise Manager Administrator application on the Registrar and each Member in the TeleVantage domain.
Q On a Member, the local extension replication settings for the Member’s
associated TeleVantage Server can be configured—but information about other domain Members can only be viewed. You manage a Member via its own Enterprise Manager Administrator. For example, to choose the extensions on a Member that you want replicated across the domain, use the Enterprise Manager Administrator for that Member.
Q On the Registrar, the Enterprise Manager Administrator allows you to
add, edit, and delete entire Members and their related TeleVantage Servers from the domain.
Use remote management software to access each Member’s Enterprise Manager Administrator from a single PC. See page 5-40 for more information.
Starting the Enterprise Manager Administrator
To start the Enterprise Manager Administrator
1. Choose Start > Programs > TeleVantage Enterprise Manager >
TeleVantage Enterprise Manager Administrator.
In the following graphic, all the items in the left pane of the Administrator have been fully expanded for clarity.
The Enterprise Manager Administrator views
You access the different views of the Enterprise Manager Administrator shown in the previous graphic by clicking the appropriate item in the left pane.
Administrator Views
TeleVantage Enterprise Manager
Service Shows the current status of the TeleVantage Enterprise Manager service manager components (see “About the Service view” on page 5-35 for details.) See page 5-34 for information on how to start and stop the TeleVantage Enterprise Manager service from the Service view.
Registrar Shows the Members in the domain. The Registrar view is only available if you are running the Enterprise Manager Administrator on the Registrar PC.
Member Shows the status of this Member’s connection with its TeleVantage Server.
Local Extensions Shows the extensions on this Member’s TeleVantage Server. See page 5-16. Right-click to reconnect to the Member’s TeleVantage Server (see section 2.7 in the “Troubleshooting Guide” in Appendix A) or to resolve synchronization problems between the local extension and its associated H.323 Gateway users on other Members (see section 2.14 in Appendix A.)
Local Replication Criteria
Shows the extensions on this Member’s TeleVantage Server which will be replicated on the Servers of other Members in the domain. See page 5-15.
Configuring Member replication__________________________
Configuring replication on a Member consists of the following:
Q Controlling Member replication. See page 5-6.
Q Specifying replication criteria on a Member. See page 5-10. Q Creating restricted replication ranges (optional.) See page 5-17.
Controlling Member replication
You can control when and how user updates are processed on a Member in order to maintain performance on the TeleVantage Server associated with the Member.
Important: Controlling replication is critical so that the Member Server’s TeleVantage database is not burdened with replication activity during business hours.
Creating large numbers of H.323 Gateway users as a result of replication can slow down a TeleVantage Server because of the volume of activity generated by preparing and sending outgoing updates to other Members, and processing incoming updates received from other Members.
TeleVantage Domain Members
Lists all of the Members in the TeleVantage domain and their subscription status. See page 5-25.
Right-click to add a new Member to the domain (see page 5-22) or to re-synch the domain (see section 2.9 in Appendix A.)
Event Viewer (Local)
Application These three views display Windows Event Logs, exactly as in Windows Event Viewer.
Security System
TeleVantage Enterprise Manager-related events are logged to the TeleVantage Event Log. See page 5-36 for more information.
The highest level of activity is associated with the following events:
Q Replicating many extensions (or a large range of extensions) for the first
time
Q Deleting a large number of extensions (or a large range of extensions) Q Adding a new Member to the domain (which can cause replication of a
large number of extensions)
Note: It may take awhile before updates are completed on a specific Member, especially if updates were received from several other Members. For example, when a new Member is added to the domain, each existing Member receives updates for extensions on the new Member, but the new Member receives updates from all of the other Members in the domain.
You can allow replications to be processed whenever they occur (the default), or you can prevent processing from occurring on specific days and times. You can also specify that Enterprise Manager pause for a specified number of seconds between each update in order to stagger the workload and prevent large numbers of updates from impacting TeleVantage Server performance. For instructions, see page 5-8.
If you manually resynchronize one or more extensions in the Local Extensions view (as described in section 2.14 in Appendix A.), that request will not be processed on a specific Member during restricted days and times.
Note the following:
Q The day and time settings that you specify only restrict incoming updates
from other Members. Updates originating on this Member will be sent regardless of any day or time restrictions that you specify.
Q The pause setting affects both incoming and outgoing updates.
Q Personal status updates are processed whenever they occur, regardless of
the day, time, and pause settings.
Q Incoming updates will not be processed between the hours of midnight
To control when user updates are processed
1. In the left pane of the Enterprise Manager Administrator, right-click
TeleVantage Enterprise Manager and then choose Properties. The TeleVantage Enterprise Manager Properties dialog box opens.
2. On the Performance tab, specify the following:
Q User replication pauses __ seconds between each update.
Select this checkbox to pause each time the TeleVantage database is updated while processing user updates in order to stagger the workload of database activity. Enter the number of seconds to pause, up to 99 seconds.
Q User Replication. Select one of the following:
Q Allowed at all times. Select this option to allow H.323 Gateway
users to be created, updated, or deleted at any time.
Q Disabled during the following hours. Select the checkbox for
each of the Days when you want to restrict replication. Accept the default restricted hours for each day (09:00 AM - 05:00 PM), or type in a new range.
Specifying replication criteria on a Member
For each Member, you choose which extensions will be replicated on the other Members in the TeleVantage domain. Replicated extensions have corresponding H.323 Gateway users with identical extension numbers on the other Members in the domain, and can be dialed directly by users on any Member.
By default, no extensions are marked for replication. You can mark extensions for replication either before or after adding a Member to the TeleVantage domain. Also, you can specify extensions for replication that have not yet been created in the TeleVantage Administrator on the Member’s TeleVantage Server.
Extension conflicts and replication
Enterprise Manager does not replicate an extension to another Member’s TeleVantage Server if there is an extension conflict. For example, if both the NYC and Paris Servers each have a local user x102 (but the Boston Server does not), and extension 102 is added to the replication criteria on the NYC Server, extension 102 will be replicated on the Boston Server, but not on the Paris Server.
Important: If you plan to replicate local extensions that are assigned DID numbers, avoid duplicate DID numbers or overlapping DID ranges on the Members in the domain. See section 2.12 in Appendix A, “Troubleshooting Guide.”
What extensions should be replicated?
Not all extensions need to be replicated, just those that you want users on other Members to be able to dial directly. Some extensions that you should consider not replicating include:
Q Private extensions and fax server extensions.
Q Door phones, or other extensions that only make sense to be used within
the local site.
Q IVR Plug-in extensions, if a copy of the IVR Plug-in resides on each
Member. This allows users to access the IVR Plug-in without consuming network bandwidth for the inter-Server VoIP call.
Q The Enterprise Manager Utility user. The purpose of the Utility user is to
facilitate communication between the Enterprise Manager service and the associated TeleVantage Server.
Important: Call Center queues cannot be staffed across different TeleVantage Servers. After replicating the extension of an agent or supervisor located on one TeleVantage Server, you cannot add the corresponding H.323 Gateway user’s extension on another Server as an agent in a local queue on that Server. For example, a Gateway user on the Paris Server (that represents a local user on the NYC Server) cannot be added to a queue created on the Paris Server in order for the NYC user to act as an agent in the Paris queue. If you want to support remote call center agents, the agent must be defined on the same Server as the queue, and you can use call forwarding to send that agent's calls to an external number. For more information on remote agents, see Chapter 2 of the TeleVantage Call
Center Administrator’s Guide.
Replicating groups of extensions via workgroups
An easy way to replicate groups of local extensions is to create a TeleVantage public workgroup that contains all of the local extensions that you want to replicate. To select these extensions for replication, you simply select the workgroup, rather than specify the extensions individually.
Using a workgroup can make maintenance easier over the long term. If you decide later to remove an extension from replication, you can simply remove it from the workgroup, rather than edit the replication criteria and remove the extension manually.
For instructions on how to create a public workgroup, see Chapter 8 in
Marking local extensions for replication
To mark local extensions for replication to other Member Servers 1. In the left pane of the Enterprise Manager Administrator, expand
Member if necessary.
2. Right-click Local Replication Criteria and then choose Edit Criteria. The Edit Replication Criteria dialog box opens.
3. Select which local extensions on the Member to replicate. There are two
methods of selecting extensions:
Q Replicate Extensions. Click Add to specify individual extensions or
extension ranges. The Add New Replication Criterion dialog box opens.
Enter the extension ranges and individual extensions that you want to replicate, separated by commas. Use a hyphen to indicate an extension range. For example, a complete entry might be 12100-12499,12507,12510,12600-12699.
Q Replicate Members of Workgroup. If you have defined a public
workgroup to hold the extensions that you want to replicate, select that workgroup from the left-hand list and then click Add >>. See “Replicating groups of extensions via workgroups” on page 5-11 for more information.
You can specify individual extensions, extension ranges, and workgroups in any combination:
Note: Do not delete an extension or remove a workgroup in the Replication Criteria dialog box unless you want to remove the extensions from the other Member’s Servers in the TeleVantage domain. See “Removing an extension from replication” on page 5-13 for more information.
4. Click Finish to save your changes.
The extensions you specified will be propagated across the domain the next time that replication occurs on the Member, as determined by the replication schedule on the other Members in the domain. For more information, see “Configuring Member replication” on page 5-6. All extensions may not be replicated if conflicts are detected on other Member Servers (see “Extension conflicts and replication” on page 5-10.) Once an extension is replicated for the first time, any subsequent changes to the information listed on page 1-6 are automatically sent to other Members during replication.
Removing an extension from replication
Removing a local extension from replication causes it to be removed from all other Member Servers in the domain. That is, the H.323 Gateway users initially created by Enterprise Manager after replication are deleted from the other Member Servers. The local extension is unaffected.
To remove a local extension from the domain, you remove it from the replication criteria. The next time replication occurs, the corresponding Gateway users are deleted on the other Members in the domain.
To remove an extension from the replication criteria
1. In the left pane of the Enterprise Manager Administrator, expand
Member if necessary.
2. Right-click Local Replication Criteria and then choose Edit Criteria. The Edit Replication Criteria dialog box opens.
3. Select which extensions on the Member to delete from the domain.
There are two methods of deleting extensions:
Q Replicate Extensions. Select the extension or extension range and
then click Delete.
Q Replicate Members of Workgroup. Select the workgroup from the
left-hand list and then click << Remove.
4. Click Finish to save your changes. The extensions will be removed from other Member’s TeleVantage Servers the next time that replication occurs on the Members.
Note: By default, if there are voice messages in the Inboxes of H.323 Gateway users on other Servers in the domain that have not yet been forwarded to the local extension’s home Inbox, the corresponding Gateway user is not deleted on that Server. This provides you an opportunity to archive the voice messages before deleting the Gateway user manually. See section 2.15 in the “Troubleshooting Guide” in Appendix A for more information, including instructions on how to change the default behavior.
Viewing replication criteria
To view the extensions and workgroups that will be replicated, click Local Replication Criteria in the left pane of the Enterprise Manager Administrator (expand Member if necessary.)
Changing replication criteria
You can change the replication status of an extension or workgroup at any time. If you decide that one or more extensions—or all the extensions in a
workgroup—should no longer be replicated, simply remove the extensions or the workgroup from your replication criteria (see “Specifying replication criteria on a Member” on page 5-10). Enterprise Manager on the other Members
automatically deletes the corresponding H.323 Gateway users.
Likewise, when you add a new extension to your replication criteria, Enterprise Manager automatically creates the corresponding Gateway user for that extension
Viewing a Member’s local extensions
You can use the Local Extensions view as an aid when specifying replication criteria on a Member, or to check the current replication status of each extension.
To view a list of all local extensions on the Member
1. In the left pane of the Enterprise Manager Administrator, click Local Extensions (expand Member if necessary.).
Creating restricted replication ranges
You can reserve extensions or extension ranges in the dial plan on a Member by creating a restricted range. If a restricted extension is assigned locally on another
Local Extensions view
Extension TeleVantage extension on this Member. Click the Up or Down Arrow icon in the column heading to reverse the order in which extensions are sorted.
Name Name associated with the extension, for example “Mary Smith” or “Sales Queue”.
Type Type of TeleVantage extension: User
Auto Attendant
Workgroup (only if the workgroup has an assigned extension) Queue
ACD Workgroup User IVR Plug-In
Last Sent Date and time when replicated extension settings were last updated across the TeleVantage domain Member Servers.
Replicate Contains “Yes” if the extension or workgroup has been selected for replication. See “Specifying replication criteria on a Member” on page 5-10.
Errors If blank, the extension replicated successfully on all Members in the domain, else this column displays information about a failed replication, including the name of the Member where the failure occurred. See sections 2.10 and 2.11 for some tips for troubleshooting replication problems.
Note: In a domain with more than 2 Members, the Errors column only shows information about a failed replication on one of the other Members. Once the error on that Member is resolved, if there is an error on another Member in the domain, the Errors column will identify that Member.
Note: Creating a restricted range on a Member does not prevent administrators on other Members from assigning a restricted extension locally. The local extension will successfully replicate on any Members in the domain where the extension number was not explicitly restricted.
To create a restricted replication range
1. In the left pane of the Enterprise Manager Administrator, expand
Member if necessary.
2. Right-click Remote Restricted Ranges and then choose Edit Restricted Ranges. The Edit Restricted Ranges dialog box opens.
3. Click Add to reserve individual extensions or extension ranges. The Add New Restricted Range dialog box opens.
Enter the extension ranges and individual extensions that you want to reserve for use on this Member, separated by commas. Use a hyphen to indicate an extension range.
Creating a restricted range after a local extension has been
replicated
If a local extension has successfully replicated on this Member and you subsequently restrict that extension, the H.323 Gateway user that corresponds to that local extension will be deleted from this Member when you save your changes in this dialog box.
You can recognize this situation in the Local Extensions view in the Enterprise Manager Administrator. The Errors column for the extension in question will display a message similar to the following:
Extension x131 is within restricted range ‘100-150’
Viewing restricted ranges
To view the extension ranges that will be not allowed on other Members, click
Remote Restricted Ranges in the left pane of the Enterprise Manager Administrator (expand Member if necessary.)
Distributing a user’s availability to other domain Members____
Enterprise Manager can distribute a replicated user’s availability status (whether the user is on a call or not) across the TeleVantage domain so that a user on one Member in the domain can check whether a user on another Member is on or off the phone.
For example, a user on one TeleVantage Server can see whether a user on another Server in the domain is available to take a call, based on that user’s hook state icon in ViewPoint’s Extensions view.
Once distributed availability is enabled according to the following instructions, the TeleVantage Server will send updates for replicated users to other Members in the domain where distributed availability has been enabled, and will receive similar updates from those Members as well.
To enable distributed availability
1. In the left pane of the Enterprise Manager Administrator, right-click
TeleVantage Enterprise Manager and then choose Properties. The TeleVantage Enterprise Manager Properties dialog box opens.
2. On the Member tab, in the Distributed Availability section select the
