OpenScape V1.0 Media Server Installation Guide

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November 2003

Installation Guide

Media Server for OpenScape V1.0

DRAFT 10/15 - Drop 5 Build 74

G281-0885-00 (US), A31003-S1600-C100-1-76D1 (IM)



November 2003

Job No. 5388

No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by

any means, mechanical, electronic, photocopying, recording, or otherwise, without prior written permission ofSiemens. The software described in this publication is furnished under a license agreement and may be used

only in accordance with the terms of that agreement.

Request Siemens publications from your Siemens representative or the Siemens branch serving you. Publi-cations are not stocked at the address below.

Siemens Information and Communication Networks, Inc.

1700 Technology DriveSan Jose, CA 95110

(408) 492-20001 (800) 765-6123

Fax: (408) 492-3430

Siemens, HiPath, OpenScape and ComResponse are trademarks of Siemens AG.

All other names and logos are trademarks of their respective owners.

Copyright Siemens Information and Communication Networks, Inc. 2003. All rights reserved.

Warning

Hackers who unlawfully gain access to customer telecommunications systems are criminals. Currently, we do

not know of any telecommunications system that is immune to this type of criminal activity. Siemens Informa-tion and Communication Networks, Inc. will not accept liability for any damages, including long distance charg-

es, which result from unauthorized use. Although Siemens has designed security features into its products, itis your sole responsibility to use the security features and to establish security practices within your company,

including training, security awareness, and call auditing.

Siemens sales and service personnel, as well as Siemens business partners, are available to work with youto help you guard against this unauthorized use of your telecommunications system.



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G281-0885-00 (US), A31003-S1600-C100-1-76D1 (IM), November 2003

Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide 0-1

History of Changes

History of Changes 0

Revision Number Date Summary

0 November 2003 Original Publication



History of Changes


0-2 Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide

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Contents

Contents 0

History of Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0-1

1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.1 Who Should Use This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.2 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-11.3 Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

2 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.1 Telecommunication Platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.2 Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-12.3 Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

2.4 Basic Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22.5 Optional Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-22.6 Online Administration Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-42.7 Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

3 Pre-Installation Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.1 OpenScape/Live Communications Installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2 Installing Windows Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-1

3.2.1 Windows 2000 Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2.2 Windows 2000 Server Service Pack 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-13.2.3 Internet Explorer 6.0 with Service Pack 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

3.2.4 Windows Script Host 5.6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23.2.5 Installing Windows Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23.3 Installing Virus Scan Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-23.4 Server Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.5 Account Creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

3.5.1 By Network Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-33.5.2 By ComResponse Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4

3.6 Creating the WTEAdmin Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-43.7 Certificate Authority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

3.7.1 Pre-Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-53.7.2 Requesting a Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5

3.8 Configuring IPSec . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-63.9 Performing Security Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-6

4 Installing Third-Party Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.1 Joining the OpenScape Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.2 Installing Package 1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.3 Installing Package 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14.4 Installing SpeaKING Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-24.5 Installing MSDE 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2



Contents



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4.6 Installing MDAC 2.70.9001.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

5 Installing and Configuring ComResponse Software . . . . . . . . . . . . . . . . . . . . . . . . . 5-15.1 Installing and Configuring ComResponse Software . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

5.2 Configuring ComResponse for OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45.3 Configuring the Port Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-45.4 Enabling Proxy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-55.5 Installing Patches (to be updated). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-75.6 Saving a Recovery Image (Optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-7

6 Configuring the Interaction Center. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1 Importing Subscribers into ComResponse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

6.1.1 Importing OpenScape Subscribers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16.1.2 Importing Non-OpenScape Subscribers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

6.2 Preparing ComResponse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

6.2.1 Entering the Interaction Center Super User Credentials . . . . . . . . . . . . . . . . . . . . 6-36.2.2 Creating Interaction Center Folders for the Public Store . . . . . . . . . . . . . . . . . . . . 6-56.2.3 Interaction Center Folders for Individual Subscribers. . . . . . . . . . . . . . . . . . . . . . . 6-66.2.4 Subscriber Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-10

7 Configuring Live Communications Routing for ComResponse . . . . . . . . . . . . . . . . 7-17.1 Configure Live Communications Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-17.2 Create Applications in ComResponse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-4

7.2.1 CRDirectApp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-57.2.2 CRForwardApp. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

7.3 Setting Up Ports and Routes (will be moved to OpenScape Installation Guide). . . . . . 7-6

8 Testing ComResponse with OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.1 Interoperability Tests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-18.2 Diagnostic Tests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-28.3 Testing Direct Call to the Media Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-48.4 Routing Through OpenScape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-58.5 OpenScape Voice Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-58.6 SIP Phonecalls (not available yet) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6

9 Maintenance Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.1 Backing Up and Restoring ComResponse User Data . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

9.1.1 Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-1

9.1.2 Application Media Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-19.1.3 Word Web Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-29.2 ComResponse Dependability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-2

10 Restoring ComResponse Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-110.1 Recovery Using Software Installation Programs. . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

10.1.1 Recovery if You Have Recovery Image . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-110.1.2 Recovery Without Recovery Image . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3

11 Preserving Customer Data Across Installations. . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1



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11.1 Un-installing ComResponse and Saving Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-111.2 Re-Installing ComResponse Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-211.3 Verifying User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2

12 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-112.1 Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-112.2 Siemens TAPI Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1

12.2.1 Other Features of the TAPI Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-312.3 System Verification Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-412.4 Troubleshooting OpenScape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-4

A Appendix - Preparing Exchange 2000 for OpenScape . . . . . . . . . . . . . . . . . . . . . . . .A-1A.1 Creating an Account for the Interaction Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1A.2 Configuring the Account Security Privileges in the Exchange Server Stores . . . . . . . A-8A.3 Creating the “SiemensCR” OpenScape User Account (to be moved to OS install guide lat-

er). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-18A.4 Installing Schedule+FreeBusy Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-20

B Appendix - Create OpenScape Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1B.1 CRDirect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1B.2 CRForward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-2B.3 Creating Forwarding Rule Target . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4

C Appendix - Security Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1C.1 Exchange 2000 Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1

C.1.1 IIS 5.x and URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-1C.1.2 DisableWebDAV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-8

C.2 Media Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-9C.2.1 IIS 5.x and URLScan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-9

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z-1



Contents



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5388pref.fm



About This Guide

Who Should Use This Guide

1 About This Guide

This guide provides an overview of Media Server for OpenScape V1.0 and instructions for in-

stalling, maintaining, and troubleshooting the product. The ComResponse application runs onthe Media Server.

Check the KMOSS website at https://kmoss.icn.siemens.de for the latest version of this guide.

1.1 Who Should Use This Guide

This guide is provided for use by qualified personnel including Siemens TST, VARs and SIswho will install the ComResponse application on the Media Server.

1.2 Related InformationFor task-related information on using the ComResponse System Administrator, refer to the on-line Help.

To learn how to use ComResponse, refer to the ComResponse Fundamentals training CD.

The following also contain related information:

● Installation Guide G281-0871

● Administration Guide G281-0872

● Quick Start Guide G281-0873● Planning Guide G281-0874

● ComResponse Word Web Guide G281-0844

● ComResponse Getting Started Guide G281-0816

1.3 Documentation Feedback

To report a problem with this document, call your next level of support.

When you call, be sure to include the following information. This will help identify which docu-ment you are having problems with.

● Title: Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide

● Order Number: G281-0885-00 (US), A31003-S1600-C100-1-76D1 (IM)



About This Guide



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Documentation Feedback



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Overview

Telecommunication Platforms

2 Overview

This chapter provides a high-level overview of ComResponse application running on the Media

Server. It also provides an overview of the installation process.

2.1 Telecommunication Platforms

ComResponse can be used with the following platforms:

● SIP (or maybe H.323 --- CONFIRM)

● TDM only via a gateway

2.2 Hardware Requirements

The following are the minimum hardware requirements for the Media Server running the Com-Response application:

● One CPU

– 1.0GHz Pentium III or higher

● Memory: 512MB

● Drives:

– At least 5 GB of free space

– One 3.5" Floppy disk Drive

– One CD-ROM, 4x minimum

● NIC: 10/100 MB Ethernet

● Peripherals:

– Monitor and SVGA video controller (800x600 minimum resolution if using System Ad-ministration console on the server)

– Keyboard - 101

– Mouse or other compatible pointing device



Overview



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Software Requirements

2.3 Software Requirements

The three basic components are:

● Several Windows components including Windows 2000 Server as described in Sec-tion 3.2 on page 3-1

● Third-party software as described in Chapter 4

● ComResponse software as described in Chapter 5

2.4 Basic Features

Every Media Server for OpenScape V1.0 comes with the following basic features:

● Easy-to-use browser-based interface for building and maintaining voice-enabled web ap-plications

● Historical and diagnostic reports

2.5 Optional Features

You can add the following optional features:

● Word Web feature—The capability to create an application as a Word document and im-port it into ComResponse. (Refer to the User Guide for the Word Web Feature for moreinformation on this feature.)

● Text-to-speech—automatically convert written ASCII text files to audible prompts or an-nouncements, as shown in Figure 2-1.

Figure 2-1 Text-to-Speech Feature of ComResponse

7Do not install ComResponse on any machine that is:● a Domain Controller or DNS server● running any database program like MS SQL Server, Informix, etc.● running any significant software program like Microsoft Exchange program

Welcome toSiemens... Text-to-speech converter

Caller hears “Welcome to Siemens ..”.

You create text document:



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Overview

Optional Features

You can select either German and English (US) language to be converted. ComResponseuses a concatenated voice engine that is composed of individual, real human voice sam-ples, thus providing more natural sounding speech than synthesized voice engines.

● Speech Recognition—callers can use voice response rather than key presses to respondto prompts, as shown in Figure 2-2

Figure 2-2 Speech Recognition Feature of ComResponse

● Custom applications that provide IVR functionality

You can build applications “from scratch”, using various step types that use audio (wav)files or (if you have purchased Text-to-Speech) text files. The steps provide menus, intelli-gent announcements, and prompts that can be combined to provide information or routeyour callers to a range of destinations inside or outside your site.

● Intelligent Announcements

You have the flexibility to play different announcements based on a configured schedule.Customers hear different announcements depending on when they call:

– A standard announcement plays during business hours

– An after-hours announcement plays in the hours outside business hours

– An alternate announcement can play at special times, such as holidays.

The announcements can be activated or deactivated, and new content can be uploadedeither through the browser interface or remotely through telephone access.

● Remote Administration of Intelligent Announcements (IA) through the telephone user inter-face (TUI)

Remote telephone access is provided as a pre-packaged administrative application, theTUI IA. This application provides remote access for recording and activating new an-nouncements.

● Auto-Attendant

The auto-attendant applet provides a way for your callers to reach an employee's exten-sion by entering the extension number or spelling out the person's name on the keypad.

Caller hears “Welcome to Siemens.To select Sales, press 1 or say Sales ..”. Caller says “Sales”.

ComResponse transfers caller to Sales

Department



Overview



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Online Administration Help

● Import Subscriber Utility—allows you to import subscribers from a Microsoft Exchange-compliant LDAP database to be used with the Auto-Attendant applet.

2.6 Online Administration HelpAdministration Help is available online to describe how to perform common system administra-tive tasks, such as:

● Designing your custom applications

● Building applications in ComResponse

● Creating Word Web applications, including forms for gathering caller information

● Adding applications to the routing table

● Using the Telephone User Interface Intelligent Announcement (TUI IA) application for re-mote administration

● Configuring ports

● Creating business hours schedules

● Creating local subscribers for the Auto Attendant feature

● Running and reading reports

● Using diagnostics



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Overview

Installation Overview

2.7 Installation Overview

● Be sure to verify the hardware/software requirements mentioned in Section 2.2 andSection 2.3.

● It is imperative that all steps in the Pre-installation checklist (Chapter 3) be performed be-fore starting the installation.

– Ensure that OpenScape and Live Communications have been installed

– Install Windows components

– Install VIrus scan software

– Obtain host names, domain names, FQDNs (fully qualified domain name) and IP ad-dresses of ComResponse, Live Communications and Exchange 2000 servers

– Ask Network Administrator to create accounts and verify Certificate Authorityhas been installed and ComResponse has been enrolled

– Create accounts by ComResponse Administrator

– Request certificate

– Configure IPSec

– Ask Network Administrator to perform security checks

● Install the various third-party software packages:

– You will need access to the internet and TAC/KMOSS websites● Install and configure the ComResponse software:

– Install ComResponse software

– Configure ComResponse for OpenScape

– Configure the Port Table

– Enable proxy

– Install patches

● Configure the Interaction Center:

– Import subscribers into ComResponse

– Prepare ComResponse

– Enable SiemensIC super user credentials

– Create Interaction Center folders for the Public Store

– Create Interaction Center folders for Individual Subscribers



Overview



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Installation Overview

– Verify subscriber profiles

● Configure Live Communications Routing for ComResponse:

– Configure Live Communications Routing

– Create ComResponse applications

● Test ComResponse with OpenScape:

– Interoperability tests

– Diagnostic test

– Testing direct call to Media Server

– Routing through OpenScape

– OpenScape portal

– SIP phones



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Pre-Installation Checklist

OpenScape/Live Communications Installed

3 Pre-Installation Checklist

This chapter provides a checklist of tasks that must be performed and completed before start-

ing installation of ComResponse.

You must ask the customer’s network administrator to perform tasks in the following sections:

● Section 3.5.1 on page 3-3

● Section 3.7.1 on page 3-5

● Section 3.9 on page 3-6

3.1 OpenScape/Live Communications Installed

Verify that OpenScape and Live Communications have been installed properly.

3.2 Installing Windows Components

3.2.1 Windows 2000 Server

1. Install Windows 2000 Server, following the instructions provided by Microsoft.

2. Install Simple Network Management Protocol (SNMP), which is a subcomponent under theoptional component Management and Monitoring Tools.

3. Install Terminal Services.

4. Install the optional component Internet Information Services (IIS), version 5.0.

5. Install the following subcomponents of IIS:

● Common Files

● Front Page Server Extensions

● IIS Snap-in

● SMTP Service

● World Wide Web Server (Do not install the documentation)

3.2.2 Windows 2000 Server Service Pack 4

1. From the Start menu, select Windows Update to open the Windows Update website.

2. Follow the instructions on the website to install Windows 2000 Service Pack 4.






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Installing Virus Scan Software

3.2.3 Internet Explorer 6.0 with Service Pack 1


2. Follow the instructions on the website to install Internet Explorer 6, SP1.

3.2.4 Windows Script Host 5.6

Be sure you are at Windows Script Host 5.6. You can upgrade to this version at http://ms-dn.microsoft.com/scripting/.

To see which version you are at:

1. Click Start->Run.

2. Enter cmd, then click OK.

3. Then at the command prompt window, type cscript, then hit Enter.This will show the ver-sion and how to use cscript.

3.2.5 Installing Windows Security Updates

TO BE VERIFIED: Go to the TAC website, http://tac.fld.rolm.com/home/ or the KMOSS web-site https://kmoss.icn.siemens.de VERIFY WHERE, for the latest information about whichupdates to install before proceeding below. Print list for use during update.


2. Follow the instructions on the website to install only those updates listed at the TAC/ KMOSS website. It is ok that some updates are not listed at the Windows Update website.

3. Do not install any updates for any version of Internet Explorer other than IE6 SP1.

4. The system will RESTART after the updates have been installed which could take 5 to 10minutes.

3.3 Installing Virus Scan Software

There is no installation of virus-scan software with ComResponse.

Install virus scanning software at your own discretion.

ComResponse has been tested with McAfee VirusScan v4.5 w/Service Pack 1 and VirusScanEnterprise 7.0.0.



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Server Information

3.4 Server Information

Complete the following:

3.5 Account Creation

There are two types of accounts to be created.

3.5.1 By Network Administrator

The following accounts need to be created by the customer’s network administrator. This per-son must also work with the site telecom administrator to obtain extension numbers*. Please

also provide information from Table 3-1. At the same time, also ask this person to doSection 3.7.1 on page 3-5 to save time as well as other tasks in Appendix A.

ComResponse OpenScape/LiveCommunications

Exchange 2000

Host Name

Domain Name

Fully Qualified Do-main Name (FQDN)

IP Address

Voice Portal extension N/A N/A

Table 3-1 Server Information

Account Name Password Feature Extn No.* Comment

CRinstall Local Adminsgroup

N/A For use during initialCR installation

SiemensIC Exchange mailbox N/A Refer to Appendix A

SiemensCR Domain User Refer to Appendix A

CRDirect Domain User Refer to Appendix B

CRForward Domain User Refer to Appendix BTest1 Domain User, Ex-

change mailboxRefer to TBD

Test2 Domain User, Ex-change mailbox

Refer to TBD

Table 3-2 Accounts Created by Network Administrator






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Creating the WTEAdmin Account

3.5.2 By ComResponse Administrator

The following account needs to be created by the ComResponse administrator.

3.6 Creating the WTEAdmin Account

Create an account named WTEAdmin, with password that is part of the local Administratorgroup as follows:

1. Right-click on My Computer icon, then click Manage, drill down to Local Users and

Groups.

2. Right-click Users, then click New User.

3. Enter WTEAdmin for User name.

4. Enter password and confirm password.

5. Unclick the box for User must change password at next logon.

6. Click box for Password never expires.

7. Click Create.

8. Click Close.

9. Click Users.

10. Double-click WTEAdmin.

11. Click Member of tab, then click Add.

12. Select Administrators, then click OK.

Account Name Password Account Type Extn No. CommentWTEAdmin Local account N/A See Section 3.6

Table 3-3 Account Created by ComResponse Administrator



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Certificate Authority

3.7 Certificate Authority

3.7.1 Pre-Check

Be sure the customer’s network administrator has performed the following before requesting acertificate (you will have already asked this person to do it back in Section 3.5.1 on page 3-3 tosave time):

● Installed the Certificate Authority

● Enrolled the ComResponse server in the Certificate Authority server

3.7.2 Requesting a Certificate

Logon to the Media Server with the CRinstall account name and password. Then perform thefollowing steps.

1. Click Start->run.

2. Enter mmc and click OK.

3. Select Console, then Add/Remove Snap-in.

4. In the Add/Remove Snap-in window, click Add.

5. In the Add Standalone Snap-in window, select Certificates, then click Add.

6. In the Certificate Snap-in window, select Computer account, then click Next.

7. In the Select Computer window, select Local computer, then click Finish.

8. Click Close in the Add Standalone Snap-in window.

>As a reference, here is how to enroll from the server on which the Certificate Author-ity is installed:

1. Click Start->Programs->Administrative Tools->Ad Sites and Services.2. Drill down to Services->Public Key Service->Certificate Templates.

3. Right-click Machine, then select Properties.

4. Click Security tab (the names shows servers already installed).

5. Select Add and locate the domain where the Media Server is a member.

6. Select the Media Server from the list, then click Add.

7. From the Security tab page, highlight the server just added, then check Enroll,then click Apply.






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Configuring IPSec

9. Click OK in the Add/Remove Snap-in window.

10. Expand Certificates (local computer).

11. Right-click Personal, then click All Tasks->Request New Certificate.

12. In the Certificate Request Wizard window, click Next.

13. Click Next.

14. In the Friendly name field, enter ComResponse Certificate, then click Next.

15. Click Finish.

16. Click OK.

17. Expand Personal->Certificates, then double-click the FQDN of ComResponse .

18. Click the Certification Path tab.

19. Locate the Certificate Status box in the lower part of the window and verify there is a mes-sage “This certificate is OK.”, then click OK.

20. Close Console without saving.

3.8 Configuring IPSec

This will normally be done as part of Bianka’s OpenScape installation doc for Drop5.

In any case, make sure that IPSec has been configured - refer to the OpenScape V1.0 IPSec

Configuration Steps - Drop 5 document located at \\bigmo44\Dev&Test\ComRe-sponse\Xperience_V1.

3.9 Performing Security Checks

You must ask the network administrator to perform the security checks as described in Appen-dix C, “Appendix - Security Checks”.



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Installing Third-Party Software

Joining the OpenScape Domain

4 Installing Third-Party Software

This chapter provides information on installing the third-party software that is required to run

ComResponse for OpenScape V1.0. This will require restarting the computer several times.

All of the installation packages described below (except for the Windows installation and up-dates) are found on the ComResponse installation CD.

4.1 Joining the OpenScape Domain

Make the ComResponse system a member of the Windows Domain for OpenScape. After re-starting, login as CRinstall domain administrator account.

4.2 Installing Package 1

1. Insert the ComResponse installation CD into the CD-ROM drive.

2. Execute the file <CD-ROM drive>:\Package1.bat. This installs the .NET Frameworkwith Service Pack. This will require a few minutes to install. NOTE: No progression barsare shown.

3. When the command window (DOS Prompt) shows Package1 is complete, check care-

fully that no error messages are displayed. If error messages are displayed, contact tech-nical support before continuing with the next section.

4. Press any key to finish the batch file.

5. RESTART Windows. After the restart completes, continue with the next section, InstallingPackage 2.

4.3 Installing Package 2

1. Execute the file <CD-ROM drive>:\Package2.bat. This installs several products.

Some, but not all, products will display popup windows showing installation progress.Please be patient, this may require a few minutes to install. NOTE: No progression barsare shown.

2. Wait for the command window to show Package2 is complete. Check carefully that noerror messages are displayed. If error messages are displayed, contact technical supportbefore continuing with the next section.

7Siemens recommends that the IP address of the server on which ComRe-sponse is running should be assigned a static IP address.






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Installing SpeaKING Engine

3. Windows will automatically restart. If it does not restart automatically, please RESTART Windows manually.

4.4 Installing SpeaKING EngineInstall the SpeaKING speech recognition engine as follows:

1. Open the folder SpeaKING on the CD which should still be in the CD-ROM drive.

2. Double-click setup.exe.

3. On the Choose Setup Language dialog box, select the language of choice and click OK.

4. On the Welcome dialog box, click Next.

5. On the Choose Destination Location dialog box, accept the default and click Next.

6. On the Completion dialog box, click Yes to RESTART the computer, then click Finish.

4.5 Installing MSDE 2000

1. Verify that you have at least 5 GB of free space before installing.

2. On the installation CD, locate folder “MSDE_2000_SP3”. The pathname is ...\ComRe-sponse\Xperience_V1\InstallationCDs\InstallationCDs_Drop5\MSDE_2000_SP3. PATH-NAME TO BE CONFIRMED.

3. At the command prompt, execute InstIWR.bat located in the MSDE_2000_SP3 folder to

install MSDE200 and SP3. This may take several minutes.

4. RESTART Windows when prompted to do so.

4.6 Installing MDAC 2.70.9001.0

1. On the installation CD, double-click <CD-ROM drive>:\MDAC\mdac_typ.exe.

2. On the License Agreement dialog box, select the checkbox I accept... and click Next.

a) If you see the Shutting Down Tasks dialog, warning that System processes are usingfiles that setup needs to install. Click Next.

b) If you see the Detecting in-use files dialog box, click Next.

3. On the Installing the Software dialog box, click Finish to complete the installation.

7If this does not appear to be working, verify that all the Windows components havebeen installed (see Section 3.2 on page 3-1). If yes and still having problems, contacttechnical support.



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Installing MDAC 2.70.9001.0

a) If you see the dialog Digital Signature Not Found, click OK.

b) You may see an error INF Install failure. Reason: No signature was

present in the subject. If you encounter errors, begin again at step 1. It usually

works the second time.

c) If you see the Restarting the System dialog, select Let Setup restart the systemnow and click Finish.

d) If you see the Setup is Complete dialog box, click Close to end the installation.






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Installing MDAC 2.70.9001.0



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Installing and Configuring ComResponse Software


5 Installing and Configuring ComResponseSoftware

This chapter provides information on installing ComResponse.

NOTE: Although during the installation of OpenScape and MCU, you are asked the choice oflanguage, this is not the case for ComResponse; however, you can change the language withinSystem Administration after installation.

5.1 Installing and Configuring ComResponse Software

1. Logon as the domain administrator, CRinstall.

For lab use only, the ComResponse installation is found under a separate folder, named ac-

cording to the build number such as ..\ComResponse\Xperience_V1\DropX\Build_x. Run set-up.exe for the desired build instead of step 2 below.

2. From the installation disk, double-click ComResponse\setup.exe.


4. On the Customer Information dialog box, enter user name and company name. SelectAnyone who uses this computer (all users) and click Next.

.






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5. Enter OpenScape ID , then click Next.

6. Enter the OpenScape Core account name and password, then click Next..



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7. Enter .\WTEAdmin, password twice, then click Next.

8. For upgraded systems only, select Use the existing database..., then click Next.






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Configuring ComResponse for OpenScape

9. On the Start Copying Files dialog box, click Next.

10. On the Completion dialog box, select No, I will restart my computer later, click Finish.

5.2 Configuring ComResponse for OpenScape

1. Logon to Windows with the CRinstall account name and password.

2. Configure the OpenScape user logon accounts for ComResponse as follows:

a) Click Start->Programs->HiPath ComResponse->ComResponse Administrator.

b) Logon with the CRinstall name and password.

c) Click System Administration, then OpenScape (on the left side), then click the Cer-tificate tab.

– You will see a certificate. Click Modify (on right side).

– Check the Selected box, then click Update.

– Under the Selected column, verify that you see True.

d) Click the System tab and fill in the following three fields:

– OpenScape name is the SystemID for the OpenScape system,

– Domain is the FQDN for the OpenScape system,

– For User, enter SiemensCR that was created by the Network Administrator,

– Click Submit.

3. Restart Windows.

5.3 Configuring the Port Table

Configure the Port Table with information about the telecommunication platform that is connect-ed to ComResponse:

1. Click Start->Programs->HiPath ComResponse->ComResponse Administrator. When

prompted, enter the CRInstall ID and password.2. Select System Administration, Connectivity.



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Enabling Proxy

3. View the Port Table. You should see Siemens SIP Line x in the name column of the Con-nectivity table. Click Reload if you do not see all the ports that you expect. (A warning dis-plays that the table will be reset. Click OK.)

4. For each port, click Edit and select the proper configuration for the telecommunication plat-form that is connected to that port. When editing the Siemens SIP Line x entry select thePBX Type Siemens OpenScape.

5. Check the Is Enable checkbox if you want the port to be active. It is not necessary to con-figure the Extension or Type fields.

6. After editing each line of the table, click Update to save the changes.

7. Click Finished to save the changes.

5.4 Enabling Proxy

Before executing the steps below, make sure that you are logged on using the same accountthat is used by Microsoft Web Telephony Engine Service. This is the WTEAdmin account.

Before you can run Word-Web applications, you must configure Internet Explorer to use theProxy, as follows:

1. Open Internet Explorer.

2. From the menu, select Tools then Internet Options.

3. Select the Connections tab.

4. Click the Lan Settings button.

5. Enable the checkbox Use a proxy server for your LAN.

6. In the Address box, type the IP address of your machine (e.g., 165.218.54.16) or use lo-

calhost.

7. In the Port box, type the port number 8080.

8. Click the Advanced.. button.

9. On the Proxy Settings dialog box, enter *windowsupdate* in the Exceptions text box.

10. Click OK to exit Proxy Settings.

11. Click OK to exit LAN settings.

12. Click OK again.

>If an H323 line entry is shown, ignore it since it is not used.






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Enabling Proxy

13. Click the Advanced tab.

14. Under the topic Browsing, check the option Disable Script Debugging.

15. Click the Security tab.

16. In the Internet Options dialog, under Security level for this zone, click Custom Level.

17. In the Security Settings dialog, scroll to ActiveX controls and plug-ins and locate RunActiveX controls and plug-ins, then select Enable.



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Installing Patches (to be updated)

18. Click OK to apply changes and close this dialog.

19. Click OK to close the Internet Options dialog.

It is possible to use ComResponse administration interface while the proxy configuration isturned on only when you open the administration interface using 127.0.0.1 as the machine id,replacing the machine name. The shortcuts on your desktop and in the ComResponse programgroup are configured correctly.

5.5 Installing Patches (to be updated)

Pre-GA, go to appropriate build and install patches.

Apply patches to appropriate servers - get patches from KMOSS/TAC website - ASK ALANMILLER/MALINI/ETAL WHERE PATCHES WILL BE LOCATED AT GA.

5.6 Saving a Recovery Image (Optional)

To assist in recovery from a catastrophic failure (e.g., a disk crash), you may want to create arecovery image of your completed installation at this time. To do this, you need to use a toolsuch as Norton Ghost or PowerQuest Drive Image. Save the recovery image to CD-ROMs orother secure media. If needed, you can restore your system from the recovery image. Refer toChapter 10, “Restoring ComResponse Software” for more details.

The process for creating the recovery image depends on the software program that you use.The resulting image will be about 1.5 GB. Your imaging program may be able to write directly

to a CD-R and automatically span disks. If not, save the image as one file. Most imaging soft-ware is able to split the large image file into several smaller image files. You may then savethese image files to CD-R. Usually 3 CD-ROM disks are required for the ComResponse recov-ery image

Continue to Chapter 6, “Configuring the Interaction Center”.






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Saving a Recovery Image (Optional)



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Configuring the Interaction Center

Importing Subscribers into ComResponse

6 Configuring the Interaction Center

The instructions in this chapter were written for people in the lab only; thus, this chapter

needs to be updated to include details on caveats, warnings, alerts, error handling, etc.for usage by our VARs, SIs, etal. This is also a general statement for all the changes add-ed for OpenScape in chapters 3 and 4 especially.

Use the procedures in this chapter to integrate ComResponse with OpenScape:

● Import subscribers from OpenScape into ComResponse (Section 6.1)

● In ComResponse, configure the subscribers that have been imported (Section 6.2)

6.1 Importing Subscribers into ComResponse

There are three types of subscribers in ComResponse.

OpenScape Users - These users can use all OpenScape features. These subscribers mustbe imported from an OpenScape system.

Interaction Center Subscribers - These subscribers can use the Interaction Center features,log on to ComResponse and check their Inbox messages and appointments. You can importthese subscribers or create them in ComResponse.

Normal Subscriber - This is the basic subscriber, who cannot log on to ComResponse but cancall in. Callers can transfer to these subscribers by DTMF name dialing or by entering their ex-tensions. These subscribers are used by the Auto-Attendant applet, which allows callers totransfer to a subscriber’s extension by entering the subscriber’s name.

6.1.1 Importing OpenScape Subscribers

OpenScape subscribers are imported automatically, assuming the following pre-condition:

● The IWR Service must be successfully registered with the OpenScape Serviceability Ser-vice. (Use the Event Viewer to check.)

6.1.2 Importing Non-OpenScape Subscribers

Non-OpenScape subscribers can be imported from Active Directory or from the Exchange2000 server.

● Import from the Active Directory:

– If you want to include the Exchange 2000 Super User in the ComResponse database.

– If you want to include Windows users that are not OpenScape subscribers for the solepurpose of being able to reach these users via the DTMF AA application.






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Importing Subscribers into ComResponse

.

● Import from the Exchange 2000 server if the OpenScape Administrator gave full Exchange2000 mailbox and public store privileges to an OpenScape subscriber:

1. Select System Administration and click Import.

2. Select the server that you want to import subscribers from or configure a new serveras follows:

a) Click Create New Server.

b) Enter name of Exchange server.

c) From dropdown menu, select Exchange 2000 for Exchange Server type.

d) Click Create. NEED SCREEN CAPTURE

e) On the General tab, in the address field, enter the domain name where the Sie-mensIC user belongs. Select Logon Required. For user name enter <domainName> \CRinstall. Enter the password for CRinstall. NEED SCREEN CAPTURE

f) On the Mapping tab, select Mail from right side, then click the “<“ icon for the Ex-tension field. Mail will now appear in this field. NEED SCREEN CAPTURE

g) On the Filter tab, use filters to select which users should be imported to the Com-

Response database.h) On the Extension tab enter the conversion information for extensions or click No

conversion on extension field. The Extension field must map to a correct LDAPproperty when imported. For example, you could start with the number 8-492-2525, add”8” as a prefix, take 4 digits from the right, and append “0” as a suffix.The result would be 8-25250.

i) On the Schedule tab, configure the frequency with which the databases will besynchronized and the time at which the synchronization will start.

j) Click Submit to complete the configuration of the import server.

3. Click Import (on left side)

4. Click <servername> NEED SCREEN CAPTURE

5. Click Import (on right side).

6. Select an import option:

● Add only the new subscribers

● Re-import subscribers

>Note that users from the Active Directory must have an entry in the Telephone Num-ber field in Active Directory in order to be imported from ComResponse.



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Preparing ComResponse

● Delete previously imported subscribers

● Synchronize the ComResponse and Exchange databases

7. Click Import (on right side).

8. This may take several minutes. Click View Log to see if successful.

6.2 Preparing ComResponse

The steps described in this section are just to make sure ComResponse works with Exchange2000. For help in setting up the actual customer application, refer to Section 2.6, “Online Ad-ministration Help” and the Administration Guide.

6.2.1 Entering the Interaction Center Super User Credentials

The Super User is required so that ComResponse can access individual subscriber mailboxinformation without knowing the subscriber’s account credentials. The password is stored inthe ComResponse database and is encrypted.

The Super User in this case is that Windows Domain User that was created and was given fullmailbox and public store privileges. USE NEW SCREEN CAPTURE

Fields:

Exchange Server Name - Enter the Exchange 2000 Server name you want ComRe-sponse to integrate with.

User Domain Name - Enter FQDN where SiemensIC user belongs.

User Name - Enter SiemensIC.

User Password - Enter the password for SiemensIC.

After you click Submit, ComResponse will perform a “Read-Property” operation on a subscrib-er’s mailbox whose server name and domain matches the Super User’s. This ensures that theSuper User credentials and privileges are correct.

You can enter as many Super Users as needed for every Exchange 2000 Server that you willintegrate with.

It is mandatory that you import the Super User from the Active Directory.

To change the domain name, user name or user password for any of the Super Users, selectthe Edit Super User tab.

>For security reasons, be sure to protect the credentials of the Super User.






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.



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6.2.2 Creating Interaction Center Folders for the Public Store

The Exchange 2000 Servers that have Super Users will appear in the dropdown list.

Click Public Folder. then select the Exchange 2000 server from the dropdown list, then clickCreate.

ComResponse will then create the Interaction Center folds in the Public Store. This takes about20 to 30 seconds so be patient.

If you cannot find the Exchange 2000 Server in the list, that means that you have to enter theSuper User for that Server.






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6.2.3 Interaction Center Folders for Individual Subscribers

There are three menus for this function:

● Create Folders● Status

● Errors

6.2.3.1 Creating Folders

To enable the Interaction Center features for a subscriber, ComResponse must create the In-teraction Center folders in its Exchange 2000 mailbox.

1. Click Subscriber Folder, then select an Exchange 2000 server from the dropdown list,then click Get Subscribers.

2. Select one or more subscribers to create Interaction Folders. Once you have done that,click Create Folders. The selected subscribers will then be removed from this list



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.

3. Check status of operation by clicking Status. then select an Exchange 2000 Server fromthe dropdown list, then click Get Status/Refresh. You will see two status list boxes.

>A prerequisite to this operation is a Windows Service named SubsrrCreateFold-er.exe. This Service automatically gets started by ComResponse and runs in thebackground.






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The upper box contains the list of subscribers whose folder-creation operation has beencompleted. The lower box contains subscribers whose folder-creation is in progress.

To refresh the list boxes, click Get Status/Refresh.

4. When ComResponse finishes creating Interaction Center folders for a subscriber, this sub-scriber will appear in the upper list box. You may need to click Get Status/Refresh to up-date these list boxes.



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6.2.3.2 Checking for Errors

Click Errors to show any errors in the create-folder operation for each subscriber. In the exam-ple here, there was an HTTP error 404.

Once the error is corrected, you can retry to complete the create-folder operation for the sub-scriber by clicking Retry.






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6.2.4 Subscriber Profile

Click Subscriber Profile to view the profile of each imported subscriber..

Click the first letter of the last name or * for all names..

The envelope icon indicates that the Interaction feature is enabled for this subscriber. The Xicon indicates that the Interaction Center is not enabled.



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If you wish to enable the Interaction Center for a subscriber, go to Section 6.2.3.1 on page 6-6.

To view the properties for a subscriber, click the subscriber’s name, then click View.






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The profile is displayed. These fields are read-only because these subscribers were importedinto the ComResponse database from the OpenScape database. It is only in the OpenScapedatabase one should add, change, or delete. Any of these database actions will be propagatedfrom OpenScape to ComResponse. You cannot delete Subscribers that were imported from

OpenScape.



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Configure Live Communications Routing

Configuring Live Communications Routing for ComResponse

7 Configuring Live Communications Routing forComResponse

This chapter describes how to set up an OpenScape system so that the ComResponse appli-cations can be reached and properly controlled by the system. Note italics are used to indicatevalues that you can change to fit your circumstances. This note applies to the RC version ofMicrosoft’s Live Communications Server.

You will use the two OpenScape user accounts, CRDirect and CRForward created by the Net-work Administrator.

7.1 Configure Live Communications Routing

1. In the Live Communications Services Configuration Console, select the appropriate LiveCommunications Server (CRFQDN - Fully Qualified Domain Name of ComResponse ),right click Properties.

2. Select the Routing tab to add/edit the static routes.

3. Click Add.

4. Below is the Routing tab reflecting our example configuration. Only the highlighted rule per-tains to ComResponse routing; other rules are for the MCU and the SIP gateway. TheComResponse rule shows all target users (indicated by a *) whose host address is cr-root-srv3.app.devos.net will be routed to that same sever (the ComResponse server). Be sure

to configure *@<ComResponse FQDN> to route to <ComResponse FQDN>.When making changes to the Live Communications configuration, you can simply select“Apply”. The service does not need to be restarted.

(We show 2 screens because the information cannot be captured in a single snapshot.)



Configure Live Communications Routing Configuring Live Communications Routing for ComResponse



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The Connections and Authentication Live Communications Tabs should look somethinglike this:



Configure Live Communications Routing

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Create Applications in ComResponse Configuring Live Communications Routing for ComResponse



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Make sure that these ports and static routes are trusted - refer to the OpenScape InstallationGuide (for now temporarily, refer to Section 7.3, “Setting Up Ports and Routes (will be movedto OpenScape Installation Guide)”, on page 7-6.

7.2 Create Applications in ComResponse

Create two applications in ComResponse. They are configured for testing purposes only tomake sure that OpenScape and ComResponse are working properly.

>Refer to Section 2.6, “Online Administration Help”, for help in setting up the actual

customer application. Also, refer to the Administration Guide for details on systemadministration and creating custom applications.



Create Applications in ComResponse

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7.2.1 CRDirectApp

Go to ComResponse Administration.

1. Click Application Builder.2. Click Interaction Center (on left side).

3. Click Create New Application.

4. In the Select an application category field, select Subscriber Access from the dropdown menu.

5. In the Name field, change to CRDirectApp, then click Submit.

6. Click System Administration.

7. Click Routing,8. In the Select an application category field, select Interaction Center from the drop down

menu.

9. Select CRDirectApp for application.

10. Click Add this application.

11. Click Finished.

7.2.2 CRForwardApp

1. From ComResponse Administration, click Application Builder.

2. Click Interaction Center (on left side).

3. Click Create New Application.

4. In the Select an application category field, select Forward Access from the drop downmenu.

5. In the Name field, change to CRForwardApp, then click Submit.

6. Click System Administration.

7. Click Routing,

8. In the Select an application category field, select Interaction Center from the drop downmenu.

9. Select CRForwardApp for application.

10. Click Add this application.

11. Click Finished.



Setting Up Ports and Routes (will be moved to OpenScape Installation Guide)Configuring Live Communications Routing for ComResponse



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7.3 Setting Up Ports and Routes (will be moved to OpenScapeInstallation Guide)

1. In the OpenScape server, click Start->Run.

2. Type cmd, then hit Enter.

3. In the command line, type cd:\ to return to the c root directory.

4. Type wbemtest, then hit Enter.

5. Click Connect.

>This trusting must be done after each defined static route.



Setting Up Ports and Routes (will be moved to OpenScape Installation Guide)

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6. In the Namespace field, enter root\cimv2, then click Connect..

7. Click Enum Classes..






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8. Click OK.

9. Scroll down and double-click MSFT_SIPListeningAddressData.




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10. Click Instances.

11. Select first instance and double-click it..






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12. Scroll down the Properties window until you see the following info. Verify Port 50000 andboth TreatAllConnectionsAsServer and TreatAllConnectionsAsTrusted areCIM_BOOLEAN TRUE. If you cannot find Port 50000, then click Close, double-click nextinstance and look again until you find it.

.

13. If both are TRUE, then click Close and go to step 18.

14. Select object that is FALSE, then click Edit Property.




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15. Enter FALSE in the Value box, then click Save Property.

16. If the second object is also FALSE, then repeat steps 14 and 15.

17. Click Save Object to save changes.

18. Double-click next instance.






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19. Scroll down to Port 5061 and verify that both TreatAllConnectionsAsServer andTreatAllConnectionsAsTrusted are CIM_BOOLEAN FALSE. If you cannot find this port,click Close, then double-click next instance and look until you find it.

20. If both are FALSE, then click Close, then go to step 25.

21. Select object that is TRUE, then click Edit Property.




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22. Enter FALSE in the Value field, then click Save Property.

23. If the second object is also TRUE, then repeat steps 21 and 22.







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25. Click Close..

26. Click Close.




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27. Scroll down and double-click MSFT_SIPRoutingTableData ..

28. Click Instances.






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29. Double-click instance. (You will be verifying all instances.).

30. Scroll down to Port 5060 and verify that both TreatAllConnectionsAsServer andTreatAllConnectionsAsTrusted are CIM_BOOLEAN TRUE.

31. If both are TRUE, click Close and go to step 42.


33. Enter TRUE in the Value field, then click Save Property.

34. If second object is FALSE, repeat steps 38 and 39.


36. Scroll down to Port 50000 and verify that both TreatAllConnectionsAsServer andTreatAllConnectionsAsTrusted are CIM_BOOLEAN TRUE. If not found, then go to step42. (You may not find this port but you must have found port 5060.)

37. If both are TRUE, click Close and go to step 42.


39. Enter TRUE in the Value field, then click Save Property.

40. If second object is FALSE, repeat steps 38 and 39.


42. Go to step 29 until all objects have been verified and updated accordingly.




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43. Click Close..

44. Click Exit.

45. Close command line window.






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Testing ComResponse with OpenScape

Interoperability Tests

8 Testing ComResponse with OpenScape

This chapter describes simple tests to verify that ComResponse works with OpenScape.

8.1 Interoperability Tests

1. To run these tests, logon to ComResponse as WTEAdmin.

2. Click OpenScape on left side.

3. Click Interoperability tab.

4. Click Run Test for each test.






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Diagnostic Tests

5. If status is Pass, continue with next test until you have completed all tests.

6. If status is Fail, click Detail for detailed error message or click Help for troubleshootinghints.

8.2 Diagnostic Tests

1. Click Interaction Center from ComResponse.

2. Click Diagnostics.

3. Select the appropriate Exchange Server, then click Get Subscribers.

4. Select all the subscribers, then click Run Test.



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Diagnostic Tests

5. To see the results, click Show Report.

6. Select appropriate Exchange Server and Show failed subscribers. Then click Get Sta-tus/Report.






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Testing Direct Call to the Media Server

7. Select a failed subscriber, if any, then click Get Details.

8. Read the information in the bottom window to resolve problem. If applicable, click Addi-tional Help to get more information.

8.3 Testing Direct Call to the Media Server

1. Open a Windows Messenger instance on a client.

2. Click Start a voice conversation.

3. Click the Other tab.

4. Enter sip:abc@FQDN_of_the_Media_Server . For example, if the FQDN is yan-

kees.big.boss.com, then enter sip:[email protected] .

5. ComResponse should accept the call. This call is routed directly to ComResponse throughLC via the LC Static Routing parameter.

6. If the call does not work,



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Routing Through OpenScape

a) Check your port configuration in the WTE Administration (addresses) and ComRe-sponse System Admin (connectivity). To get to WTE Administration, click Start->Pro-grams->Microsoft Web Telephony Engine->Web Telephony Engine Administra-tion Tool.

b) Make sure that the Siemens TSP is installed (Control Panel->Phones&Modem->Ad-vanced).

7. Continue to next section when successful.

8.4 Routing Through OpenScape

1. Sign on to Test1 with Windows Messenger.

2. From the Test1 Windows Messenger portal, click Start a voice conversation.

3. Click the Other tab.

4. On the e-mail address field, enter sip:CRDirect@<domain_name_of_Media_Server> .For example, if the domain name is big.boss.com, then enter sip:[email protected] .

5. ComResponse should accept the call. This call is routed through LC and OpenScape.

6. If the call does not work,

a) Check your port configuration in the WTE Administration (addresses) and ComRe-sponse System Admin (connectivity). To get to WTE Administration, click Start->Pro-grams->Microsoft Web Telephony Engine->Web Telephony Engine Administra-

tion Tool.

b) Make sure that the Siemens TSP is installed (Control Panel->Phones&Modem->Ad-vanced).

c) Make sure an application exists for CRDirectApp in ComResponse and that it is in theRouting Table.

d) Check that the CRDirectApp user is in the Active Directory, is an LC user and an Open-Scape user

e) Check that the domain name is spelled correctly throughout the route (i.e. in the AD,

LC and OpenScape configurations).f) Check that the phone numbers are also correct and conform to the numbering plan for

the site.

8.5 OpenScape Voice Portal

Describe test.






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SIP Phonecalls (not available yet)

8.6 SIP Phonecalls (not available yet)

Describe test.

If all tests passed, then you have successfully installed the ComResponse application on theMedia Server.

Now, configure the OpenScape and ComResponse systems per the customer’s actual require-ments - refer to the online Admin Help and the Administration Guide.



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Maintenance Procedures

Backing Up and Restoring ComResponse User Data

9 Maintenance Procedures

This chapter contains procedures that you may need once ComResponse has been installed.

9.1 Backing Up and Restoring ComResponse User Data

User-specific data is located in several places on the ComResponse Server, and possibly onother servers. This section describes how to backup each of those areas.

9.1.1 Databases

You can use the Database Backup Utility described in this section to back up and restore da-tabase files. Two conditions are necessary:

● MS SQL Server must be running.

● Traffic on your system should be low. (Run this utility after-hours.)

To use the Backup and Restore utility (DBUtil.exe):

1. From the Start Menu, select HiPath ComResponse, then Database Backup Utility.

You can choose to backup or restore the Main Database or the Report Database.

2. To back up a database, browse to the location where you want to store the backed-up fileand enter a file name, for example c:\temp\mybackup.bak then click Backup.

To restore the database, browse to the location where the file is stored. Select it, and thenclick Restore.

9.1.2 Application Media Files

The Database Backup Utility does not back up the media files (*.txt and *.wav) files associatedwith your applications. You should back up these files using conventional file-copy or backuputilities. For Word Web applications, refer to Section 9.1.3 on page 9-2.

The media files used by your applications are located on the ComResponse server in the fol-

lowing folder:C: \Program Files\Siemens\IWR\www\IWR\Applications

The application folder contains one subfolder for each application that you create. It also con-tains subfolders for the sample applications that are provided as part of ComResponse. Backupthe Applications folder and all of its subfolders to a safe location.



Maintenance Procedures



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ComResponse Dependability

9.1.3 Word Web Documents

When you author and configure a Word Web application, ComResponse saves the URL (httpaddress) of the Word Web document, but it does not load the document into the ComResponse

file structure or database. The document remains where it was created, either on the ComRe-sponse server or another server on the network.

To backup Word Web documents, use conventional file-copy or backup utilities to copy the doc-uments from their working location to a safe location. Also remember to backup any media files(*.txt or *.wav) referenced by the document. To restore a Word Web document, copy the doc-ument and associated media files from the backup location to its original location. If you restorea Word Web document to another location, you must edit the corresponding Word Web appli-cation using the ComResponse Administrator program.

9.2 ComResponse Dependability

The ComResponse includes a Dependability module (“Siemens HPCR Startup Windows Ser-vice”) whose purpose is to monitor system health and take corrective action when necessaryto keep the system in stable running condition. Customers should be aware that this module:

● Is configured to automatically restart system services under severe conditions such as theexcessive use of memory or CPU over extended periods of time.

● Is, by default, configured to stop and restart the WTE Service on a weekly basis: EverySunday at midnight, the Dependability process will shut down and restart the WTE Service.The shutdown process will be executed in a “courtesy” fashion such that the WTE Servicewill reject any new calls and wait for the current calls to be terminated before shuttingdown. The ComResponse Dependability Service, in turn, waits two minutes for the WTEService to shutdown. If the WTE Service does not shut down within these two minutes,ComResponse Dependability will force the shutdown and all current calls will be dropped.

This two minute interval is a configurable parameter.

For heavily loaded systems, this weekly refresh will help to prevent potential instabilities thatcould accumulate over time. For those customers who would like to lengthen the refresh inter-val, or who do not desire this automatic refresh to occur at all, please consult your SiemensService representative who can make the appropriate configuration changes.

>Siemens recommends that ComResponse administration should be performed us-

ing the web browser on a machine other than the server on which ComResponse isinstalled. If you must use the ComResponse server as the administrator’s console,you should create a new Administrator ID for that purpose and not use the Window’sAdministrator ID.



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Restoring ComResponse Software

Recovery Using Software Installation Programs

10 Restoring ComResponse Software

This chapter describes how to restore your complete ComResponse system after a serious fail-

ure (a disk crash, for example) that renders the system unusable. To accomplish a full recovery,you will need a recent backup of your user data as described in Section 9.1, “Backing Up andRestoring ComResponse User Data”, on page 9-1.

10.1 Recovery Using Software Installation Programs

This section applies to customers that purchased the ComResponse software and installed iton a customer-supplied server.

10.1.1 Recovery if You Have Recovery Image

If you created a recovery image of your newly installed system, as described in Section 5.6,“Saving a Recovery Image (Optional)”, on page 5-7, perform the following steps:

1. Restore your system from the recovery image per the instructions provided by your imag-ing software.

2. If the password for the OpenScape core account changed, then

a) click Start->Programs->HiPath ComResponse->Password Configuration (to startthe Password Configuration tool)

b) enter the OpenScape core account namec) enter the password in both the New Password and Confirm Password fields






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d) click Submit. When the tool has finished configuring the account, a popup messagebox will appear indicating success or failure.

e) configure this account with local admin rights

f) restart Windows

3. If the password for WTE service account, WTEAdmin, has changed, then

a) click Start->Settings->Control Panel

b) double-click Administrative Tools

c) double-click Services

d) double-click Microsoft Web Telephony Engine Service

e) click the Log On tab

f) enter and confirm the new password for This Account

4. Restore your backed-up user data as described in Section 9.1 on page 9-1.



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10.1.2 Recovery Without Recovery Image

If you do not have a recovery image, perform the following steps.

1. Begin with a clean formatted hard disk. The Windows 2000 Server installation program cando this for you.

2. Re-install the Windows operating system, Service Pack 3, other Windows updates, and allthird-party software as described in Chapter 4. The third-party software is found on the in-stallation CD.

3. Perform all the steps in Chapter 5 of this document to install and configure the ComRe-sponse software.

4. Restore your backed-up user data as described in Section 9.1 on page 9-1.






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5388presrv.fm



Preserving Customer Data Across Installations

Un-installing ComResponse and Saving Data

11 Preserving Customer Data Across Installations

This chapter describes how to preserve all your user data should you need to un-install and re-

install ComResponse. This may happen if you need to upgrade to a later release of ComRe-sponse. However, the instructions that are supplied with any ComResponse Upgrade super-sede these instructions.

Please read all instructions in this chapter before beginning.

This chapter applies only to the ComResponse software, and not to the Operating System orThird Party software that is required by ComResponse. If you need to rebuild the complete sys-tem, see chapter Chapter 10, “Restoring ComResponse Software”.

11.1 Un-installing ComResponse and Saving Data

1. Open the ComResponse Administrator, select the Diagnostics page, and select theService Status tab. Click either the Stop or Courtesy Stop button and wait for the displayto show that both the Telephony Service and the Monitor Service have stopped.

2. From Windows Control Panel, open Add/Remove Programs. In the list of installed pro-

grams, select ComResponse and click the Change/Remove button.

3. The ComResponse Maintenance dialog box will show three options: Modify, Repair, andRemove. Select Remove and click Next.

4. On the ComResponse Data Option dialog box, select the option Save my user datawhile uninstalling ComResponse. Click Next and follow the prompts to finish uninstallingComResponse.

5. If the uninstall program asks you to reboot after un-installing, select Yes and click Finish.

6. Several files and folders remain in the ComResponse installation directory (usuallyC:\Program Files\Siemens\IWR

). DO NOT delete these files. Your application mediafiles are stored in that path. They are needed to restore your applications when ComRe-sponse is re-installed.

>

Before starting this procedure, backup all your user data to a safe storage location

as described in Section 9.1 on page 9-1. The procedure described in this chapter isdesigned to preserve all data, but unexpected events can destroy data. Alwaysbackup your data before doing any maintenance on your ComResponse system.



Preserving Customer Data Across Installations



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Re-Installing ComResponse Software

11.2 Re-Installing ComResponse Software

1. From the installation CD that came with your system, double-click ComResponse\in-stall.bat.


3. On the Customer Information dialog box, enter your name and company name, selectAnyone who uses this computer and click Next.

4. On the ComResponse Data Option dialog box, select Use the existing database in-cluding my applications and click Next.

5. On the Start Copying Files dialog box, click Next.

6. On the Completion dialog box, select Yes to restart the computer and click Finish.

11.3 Verifying User Data

After un-installing and re-installing ComResponse, verify that your user data is preserved.

1. Open the ComResponse Administrator (use the shortcut on the Desktop or in the Com-Response program group).

2. Select Licenses and verify that the license information matches the licenses that you havepurchased.

3. Select Connectivity and verify that the proper ports are assigned to ComResponse, and

that they are configured for the proper PBX. Click Finished when done examining/updat-ing the Connectivity page.

4. In a similar manner, select the other areas of ComResponse Administrator and verify thatthe configuration has been preserved.

5. Select Application Builder.

6. For each application category (Custom, Music-on-Hold, Word Web, etc.) verify that yourapplications are still listed. Select a few applications and view them to verify that the appli-cations were properly preserved.

7. Look in the Applications folder, usually C:\Program Files\Sie-mens\IWR\www\IWR\Applications and verify that a subfolder exists for each of yourapplications. These subfolders contain the media files (.WAV, .TXT, etc.) for the applica-tions.



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Troubleshooting

Diagnostics

12 Troubleshooting

This chapter describes the tools to troubleshoot problems with ComResponse.

12.1 Diagnostics

The System Administration Diagnostics Page provides some information about Web Tele-phone Engine (WTE) statistics, calls currently in progress and the service status. These pagesare refreshed every 5 seconds, so short transient state changes might not be displayed onthese pages (except for statistics).

For information about how to interpret these diagnostics, refer to the online Help.

12.2 Siemens TAPI MonitorThe Siemens Telephone Application Programming Interface (TAPI) Monitor monitors activity onthe telephony lines at the TAPI level. Use this tool to monitor all TAPI lines on the ComRe-sponse server. This can tell you the current state of the lines (idle, offering, ringing, connected,etc.) and any digits received on the line.

The TAPI Monitor is installed in <ComResponse installation directory>\Bin.

The Tapi Lines window shows all installed TAPI lines. For each line, you see the line number(TAPI line numbers start at zero), the current line status, and the current call status.



Troubleshooting



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Siemens TAPI Monitor

If the line is busy (i.e. the call status is not Idle), information about the call appears next to thecall status. The following information is displayed if available:

● Call direction

● Call origin

● Call reason

● Consultation flag

● Called/redirecting number

● Calling/connected number.

UN Unopen or unable to open

OU Open but status yet unknown

OS Open but out of serviceIS Open and in service

Table 12-1 Line Status values in TAPI Monitor

Idle No call present

Offering Incoming call present, not yet accepted

Accept Incoming call accepted, not yet connected

Dial Tone Outgoing call off hook and receiving dial tone

Dialing Outgoing call dialing

Ringback Outgoing call receiving ringback signal

Busy Outgoing call receiving busy signal

Special Vendor-specific

Connect Call (incoming or outgoing) is connected

Proceed Outgoing call proceeding through network

Hold Call is on hold

Conf Call is in a conference

HoldConf Call is on hold pending a conference

HoldXfer Call is on hold pending a transfer

Disconn Call has disconnected awaiting idle indication

Unknown None of the above

Table 12-2 Call Status values in TAPI Monitor



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Troubleshooting

Siemens TAPI Monitor

12.2.1 Other Features of the TAPI Monitor

The Screen Log window, when active, displays a detailed TAPI trace of a single selected line.

Logging Options controls how information appears in the Screen Log. To select a line to trace,double click that line in the Tapi Lines window, or select the line and select Log to Screen. Ifyou select Auto Track, the line is automatically tracked if it is the only non-idle line. The linebeing tracked appears in red.

The Show Digit Values button allows display of DTMF/Keypad digit values in the screen log.It is password protected.

LineStatus

Call Status Description

IS Connect <dir-61058:x77022 Incoming call from internal extension 77022 by di-rectly dialing 61058

IS Connect <bsy-65510:t Incoming call from an external trunk (with no callerID) by busy forwarding through extension 65510

IS Connect <rna-65510:t4084922000

Incoming call from an external trunk (caller ID 408-492-2000) by ring-no-answer forwarding throughextension 65510.

IS Connect <unc-65510:x77192c Incoming consultation call from internal extension77192 by unconditionally forwarding through ex-tension 65510. If 77192 hangs up, the party held

by 77192 will connect and the display will changeaccordingly.

IS Ringback -dir> Outgoing call (always direct), is ringing an uniden-tified party.

Table 12-3 Examples of TAPI Monitor Display



Troubleshooting



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System Verification Application

12.3 System Verification Application

ComResponse is shipped with sample applications that perform system verification (STILLTRUE???):

● SystemVerificationTest

● TestTextToSpeech

● TestSpeechRecognition

You can assign these applications to the routing table and call them to verify your ComRe-sponse installation.

12.4 Troubleshooting OpenScape

describe some basic troubleshooting...



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Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide A-1

Appendix - Preparing Exchange 2000 for OpenScape

Creating an Account for the Interaction Center

A Appendix - Preparing Exchange 2000 forOpenScape

A.1 Creating an Account for the Interaction Center

The Interaction Center feature requires a Windows Domain Account that is a member of Do-main Users and has an Exchange 2000 Server mailbox. By default, the mandatory user prop-erties are:

First Name: Siemens

Last Name: InteractionCenter

Account Name: SiemensIC

MemberOf: DomainUser

The Account Names are arbitrary but you will need to have the following account informationto enter in the ComResponse Interaction Center System Administration.

Refer to the following steps on how to create this account.

1. From the Exchange 2000 server computer, browse to Active Directory Users and Com-puters.:

2. Double-click the ComResponse.com computer and right click the Users folder. Then fromthe pop-up menu, select New and click User.

>The steps described in this appendix are to be given to the customer’s net-work administration for reference in how to set up the Exchange 2000 serverfor OpenScape. This person must also work with the site telecom administra-tor to obtain extension numbers when creating the accounts.





A-2 Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide

5388AppA.fm




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3. On the New Object - User dialog box, enter the following:

First name: Siemens

Last name: InteractionCenter

Full name: SiemensInteractionCenter

User logon name: SiemensIC

4. Click Next.

5. Assign a password and select Password never expires, then click Next.






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6. Create an Exchange 2000 mailbox with the information shown below, then click Next.



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7. You should see the dialog box shown below.

8. In the list of users, locate the account for Siemens Interaction Center.

9. Right click this account and from the pop-up menu, select Properties.

10. On the Member Of tab, make sure that the account is a member of DomainUsers as shownbelow






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11. Click the General tab. Now, enter a telephone number (will not be used) to make this userimportable by the ComResponse Subscriber Import. Then click OK



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.

a) Multiple Domains

If you require Interaction Center support for users in different domains, then you mustcreate separate Interaction Center accounts in each domain.

b) Multiple Exchange 2000 Servers

If there are several Exchange 2000 Servers servicing the same domain, then you mustcreate an Interaction Center account for each server.

Here is an example for a multiple domain using two Exchange 2000 servers -






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Configuring the Account Security Privileges in the Exchange Server Stores

12. Continue to next section.

A.2 Configuring the Account Security Privileges in the ExchangeServer Stores

1. From the Exchange 2000 server computer, click Programs->Microsoft Exchange->Sys-tem Manager

.

2. Drill down to the Server Storage Group. Repeat steps 3 to 10 for each applicable storagegroup



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.

3. Right-click Mailbox Store->Properties.






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4. Click the Security tab, then click Add.



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5. Locate the account you created in step 3 on page A-3.






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6. Click the boxes below for the mandatory permissions.



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7. Go to the Public Folder Store, right-click Properties.

8. Click the Security tab, then click Add.



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9. Click Siemens Interaction Center... and verify that it appears on lower half of window.Then click OK.






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10. Check the following permissions:



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11. Continue to next section.






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Creating the “SiemensCR” OpenScape User Account (to be moved to OS install guide later)

A.3 Creating the “SiemensCR” OpenScape User Account (to bemoved to OS install guide later)

The following steps are performed on the OpenScape Server where the OpenScape Manage-

ment Console is installed.

1. Click Start->run.

2. Enter mmc and click OK.

3. Select Console, then Add/Remove Snap-in.

4. In the Snapins Added box, select Console Root.

5. Click Add.

6. Select Active Directory Users and Computers in the Add Standalone Snap-in window.

7. Click Add, then wait for Active Directory Users and Computers to be added to the Add/Re-move Snap-in window.

8. Select OpenScape in the Add Standalone Snap-in window.

9. Click Add.

10. Wait for OpenScape to be added to the Add/Remove Snap-in window.

11. Click Close in the Add Standalone Snap-in window.

12. Click OK in the Add/Remove Snap-in window.

13. Expand the Active Directory snap-in and the domain to find the User folder.

14. Right click Users->New->User.

15. In the New Object - User window, fill in the fields as follows:

● First name: Siemens

● Last name: ComResponse

● User logon name: SiemensCR

● Select the appropriate domain name of the OpenScape server

● Click Next

● Enter password (at least 6 digits)

● Confirm password

● Uncheck the box for User must change password at next logon if checked

● Check the box for Password never expires



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Creating the “SiemensCR” OpenScape User Account (to be moved to OS install guide later)

● Click Next

● Click Finish

16. Double-click Siemens ComResponse, then click on the Live Communications tab.

17. Click Enable Live Communications for this use.

18. For the SIP URI field, enter sip:SiemensCR@domainname .

19. For the Home Server field, select the FQDN of OpenScape Server, then click Apply and OK.

20. Expand the OpenScape snap-in and the server where SiemensCR is a member.

21. Expand User Management.

22. Click Live Communications Users.

23. Right-click Siemens ComResponse, then click Convert User.

24. In the Add/Modify User window, do the following:

a) Enter a unique User ID Number and password (this Number is not used but is re-quired)

b) Select OpenScape in the User Type field

c) Select OpenScape User in the User Group field

d) Enter the extension number specified for this user in Table 3-2 on page 3-3.

25. Click OK.

26. Confirm that Siemens ComResponse is included as an OpenScape user by openingOpenScape Users (under “User Management”).






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Installing Schedule+FreeBusy Information

A.4 Installing Schedule+FreeBusy Information

1. Verify that it is available.

2. Right-click Schedule+FreeBusy Information..., then click Properties



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.

3. Click the Replication tab and verify that the Public Folder Store for the Exchange 2000server appears in the list.






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a) Multiple Exchange 2000 Servers in the same domain

If there are multiple Exchange 2000 servers servicing the same domain, you must addeach Exchange 2000 Public Folder Store in the replication list.



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Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide B-1

Appendix - Create OpenScape Users

CRDirect

B Appendix - Create OpenScape Users

These users will be needed in Chapter 7, “Configuring Live Communications Routing for Com-Response”.

B.1 CRDirect




● First name: CRDirectApp

● Last name: CRDirectApp

● User logon name: CRDirect


● Click Next● Enter password (at least six digits)




● Click Next

● Click Finish

4. In the Active Directory Users List, double-click CRDirectApp CRDirectApp, then click onthe Live Communications tab.


6. For the SIP URI field, enter sip:CRDirect@domainname .

7. For the Home Server field, select the FQDN of OpenScape Server, then click Apply andOK.

>The steps described in this appendix are to be given to the network adminis-

tration for creating OpenScape users for Live Communications Routing. Thisperson must also work with the site telecom administrator to obtain extensionnumbers when creating the accounts.





B-2 Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide

5388AppB.fm

CRForward

8. Expand the OpenScape snap-in and the server where CRDirect is a member.



11. Right-click CRDirectApp CRDirectApp, then click Convert User.


a) Enter a unique User ID Number and password (this Number is the extension numberspecified for this user in Table 3-2 on page 3-3)

b) Select ComResponse in the User Type field (you will now see a new ComResponsetab)


d) Enter the extension number specified for this user in Table 3-2 on page 3-3

e) Click the ComResponse tab

f) In the Application name field, enter CRDirectApp

g) In the Contact Address field, enter sip:extensionno @FQDN of the ComResponseserver where extension number is same as in step d.

13. Click OK.

14. Confirm that CRDirectApp is included as an OpenScape user by opening OpenScape Us-ers (under “User Management”).

B.2 CRForward




● First name: CRForwardApp

● Last name: CRForwardApp

● User logon name: CRForward


● Click Next

● Enter password (at least six digits)




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Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide B-3


CRForward



● Click Next

● Click Finish

4. In the Active Directory Users List, double-click CRForwardApp CRForwardApp, thenclick on the Live Communications tab.


6. For the SIP URI field, enter sip:CRForward@domainname .

7. For the Home Server field, select the FQDN of OpenScape Server, then click Apply and OK.

8. Expand the OpenScape snap-in and the server where CRForward is a member.



11. Right-click CRForwardApp CRForwardApp, then click Convert User.


a) Enter a unique User ID Number and password (this Number is the extension numberspecified for this user in Table 3-2 on page 3-3)

b) Select ComResponse in the User Type field (you will now see a new ComResponsetab)


d) Enter the extension number specified for this user in Table 3-2 on page 3-3

e) Click the ComResponse tab

f) In the Application name field, enter CRForwardApp

g) In the Contact Address field, enter sip:extensionno @FQDN of the ComResponseserver where extension number is same as in step d.

13. Click OK.

14. Confirm that CRForwardApp is included as an OpenScape user by opening OpenScapeUsers (under “User Management”).





B-4 Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide

5388AppB.fm

Creating Forwarding Rule Target

B.3 Creating Forwarding Rule Target

1. Click Start->Programs->Microsoft SQL Server->Enterprise Manager.

2. Expand Microsoft SQL Servers->SQL Server Group->Local->Databases->XpSystem.3. Click Tables.

4. Right-click RuleTarget.

5. Click Open Table->Return All Rows.

6. For the Name field, enter VoiceMail.

7. For the ContactAddr field, enter sip:CRForward@<domain_name> where<domain_name> is your domain.

8. For the TargetType field, enter 0.9. Leave all other fields blank.

10. Close the RuleTarget table.

11. Close Enterprise Manager.



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Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide C-1

Appendix - Security Checks

Exchange 2000 Server

C Appendix - Security Checks

C.1 Exchange 2000 Server

C.1.1 IIS 5.x and URLScan

If the server where Exchange 2000 resides is using IIS 5.0 or 5.1 and URLScan is installed, theSystem Administrator must change the urlScan.ini to the following:

;

; Configuration for Interaction Center compliant Exchange 2000 server running URLScan 2.5

;

[options]

UseAllowVerbs=1 ; if 1, use [AllowVerbs] section, else use [DenyVerbs] section

UseAllowExtensions=0 ; if 1, use [AllowExtensions] section, else use [DenyExtensions]

NormalizeUrlBeforeScan=1 ; if 1, canonicalize URL before processing

VerifyNormalization=1 ; if 1, canonicalize URL twice and reject request if a change occurs

AllowHighBitCharacters=1 ; if 1, allow high bit (ie. UTF8 or MBCS) characters in URL

; example URL: http://wopr/exchange/skip.ogrudnick/Inbox/ RE:%20Compoze_xF8FF_Fatwire%20Meeting.EML

; see urlscan_owa.ini

AllowDotInPath=1 ; if 1, allow dots that are not file extensions, see urlscan_owa.ini

RemoveServerHeader=0 ; if 1, remove "Server" header from response

EnableLogging=1 ; if 1, log UrlScan activity

PerProcessLogging=0 ; if 1, the UrlScan.log filename will contain a PID (ie.UrlScan.123.log)

AllowLateScanning=0 ; if 1, then UrlScan will load as a low priority filter.

>The steps described in this appendix are to be given to the network adminis-

tration for reference in troubleshooting OpenScape whenever security patch-es are applied, etc.





C-2 Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide

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PerDayLogging=1 ; if 1, UrlScan will produce a new log each day with activity in theform UrlScan.010101.log

RejectResponseUrl= ; UrlScan will send rejected requests to the URL specified here.

Default is /<Rejected-by-UrlScan>

UseFastPathReject=0 ; If 1, then UrlScan will not use the RejectResponseUrl or allowIIS to log the request

LoggingDirectory=

LogLongUrls=0

; If RemoveServerHeader is 0, then AlternateServerName can be

; used to specify a replacement for IIS's built in 'Server' header

AlternateServerName=

[AllowVerbs]

;

; The verbs (aka HTTP methods) listed here are those commonly

; processed by a typical IIS server.

;

; Note that these entries are effective if "UseAllowVerbs=1"

; is set in the [Options] section above.

;

; All used by Exchange 2000's WebDAV implementation

GET

HEAD

POST

DELETE

PUT

COPY

MOVE



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MKCOL

PROPPATCH

SEARCH

PROPFIND

LOCK

UNLOCK

OPTIONS

SUBSCRIBE

UNSUBSCRIBE

NOTIFY

POLL

BCOPY

BDELETE

BMOVE

BPROPFIND

BPROPPATCH

X-MS-ENUMATTS

[DenyVerbs]

;

; The verbs (aka HTTP methods) listed here are used for publishing

; content to an IIS server via WebDAV.

;



;

TRACE

DEBUG






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[RequestLImits]

MaxAllowedContentLength=4000000000

MaxUrl=16384

MaxQueryString=4096

[AllowHeaders]

; All defined by Exchange 2000's WebDAV implementation

; !! this section not implemented by URLScan yet (see 3.0 beta)

Allow-Rename:

Brief:

Call-Back:

DAV:

Depth:

Destination:

If:

Lock-Token:

Notification-Delay:

Notification-Type:

Overwrite:

Range:

Status-URI:

Subscription-ID:

Subscription-Lifetime:

Timeout:

Transaction:

MS-SEARCH-TOTALHITS

[DenyHeaders]



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;

; The following request headers alter processing of a

; request by causing the server to process the request

; as if it were intended to be a WebDAV request, instead

; of a request to retrieve a resource.

;

[AllowExtensions]

;

; OWA uses these extensions

;

.asp

.asa

.js

.htc

.css

.xsl

.htm

.html

.txt

.jpg

.jpeg

.gif

.cab

.msi

.wav

[DenyExtensions]






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;

; Extensions listed here either run code directly on the server,

; are processed as scripts, or are static files that are

; generally not intended to be served out.

;

; Note that these entries are effective if "UseAllowExtensions=0"


;

; Also note that ASP scripts are denied with the below

; settings. If you wish to enable ASP, remove the

; following extensions from this list:

; .asp

; .cer

; .cdx

; .asa

;

; ASP requests -- note the following article for changes

; made to support ASP (dmadsen 6/17/03

; http://support.microsoft.com/default.aspx?scid=kb;EN-US;815155

; .dll -- removed 6/18/03 for OpenScape

.ashx

.axd

.asmx

.aspx

.asax

.ascx

.config



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.cs

.csproj

.licx

.pdb

.rem

.resx

.resources

.soap

.vb

.vbproj

.vsdisco

.webinfo

.xsd

.xsx

; Deny executables that could run on the server

.exe

.bat

.cmd

.com

.vbs

; Deny infrequently used scripts

.htw ; Maps to webhits.dll, part of Index Server

.ida ; Maps to idq.dll, part of Index Server

.idq ; Maps to idq.dll, part of Index Server

.htr ; Maps to ism.dll, a legacy administrative tool

.idc ; Maps to httpodbc.dll, a legacy database access tool






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.shtm ; Maps to ssinc.dll, for Server Side Includes

.shtml ; Maps to ssinc.dll, for Server Side Includes

.stm ; Maps to ssinc.dll, for Server Side Includes

.printer ; Maps to msw3prt.dll, for Internet Printing Services

; Deny various static files

.ini ; Configuration files

.log ; Log files

.pol ; Policy files

.dat ; Configuration files

[DenyUrlSequences]

.. ; Don't allow directory traversals

./ ; Don't allow trailing dot on a directory name

; \ ; Don't allow backslashes in URL

; : ; Don't allow alternate stream access

; & ; Don't allow multiple CGI processes to run on a single request

; % ; Don't allow escaping after normalization

C.1.2 DisableWebDAV

The System Administrator must check the registry by following these steps:

1. Start Registry Editor (Regedt32.exe).

2. Locate and click the following key in the registry:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W3SVC\Parameters

3. If you see the value DisableWebDAV, change its value data to 0.

Value name: DisableWebDAV

Data type: DWORD

Value data: 0



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Media Server

4. Then reboot the machine.

C.2 Media Server

C.2.1 IIS 5.x and URLScan

If the server where the Media Server resides is using IIS 5.0 or 5.1 and URLScan is installed,the System Administrator must change the urlScan.ini to the following:

[options]

UseAllowVerbs=1 ; if 1, use [AllowVerbs] section, else use [DenyVerbs] section

UseAllowExtensions=0 ; if 1, use [AllowExtensions] section, else use [DenyExtensions]section

NormalizeUrlBeforeScan=1 ; if 1, canonicalize URL before processing

VerifyNormalization=1 ; if 1, canonicalize URL twice and reject request if a change occurs

AllowHighBitCharacters=0 ; if 1, allow high bit (ie. UTF8 or MBCS) characters in URL

AllowDotInPath=0 ; if 1, allow dots that are not file extensions

RemoveServerHeader=0 ; if 1, remove "Server" header from response

EnableLogging=1 ; if 1, log UrlScan activityPerProcessLogging=0 ; if 1, the UrlScan.log filename will contain a PID (ie.UrlScan.123.log)

AllowLateScanning=0 ; if 1, then UrlScan will load as a low priority filter.

PerDayLogging=1 ; if 1, UrlScan will produce a new log each day with activity in theform UrlScan.010101.log

RejectResponseUrl= ; UrlScan will send rejected requests to the URL specified here.Default is /<Rejected-by-UrlScan>

UseFastPathReject=0 ; If 1, then UrlScan will not use the RejectResponseUrl or allowIIS to log the request

; If RemoveServerHeader is 0, then AlternateServerName can be

; used to specify a replacement for IIS's built in 'Server' header

AlternateServerName=






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Media Server

LogLongUrls=0 ; If 1, then up to 128K per request can be logged.

; If 0, then only 1k is allowed.

;

; LoggingDirectory can be used to specify the directory where the

; log file will be created. This value should be the absolute path

; (ie. c:\some\path). If not specified, then UrlScan will create

; the log in the same directory where the UrlScan.dll file is located.

;

LoggingDirectory=C:\WINNT\System32\inetsrv\urlscan\logs

[AllowVerbs]

;

; The verbs (aka HTTP methods) listed here are those commonly

; processed by a typical IIS server.

;



;

GET

HEAD

POST

[DenyVerbs]

;

; The verbs (aka HTTP methods) listed here are used for publishing

; content to an IIS server via WebDAV.

;




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Media Server


;

PROPFIND

PROPPATCH

MKCOL

DELETE

COPY

MOVE

LOCK

UNLOCK

OPTIONS

SEARCH

[DenyHeaders]

;

; The following request headers alter processing of a

; request by causing the server to process the request

; as if it were intended to be a WebDAV request, instead

; of a request to retrieve a resource.

;

Translate:

If:

Lock-Token:

Transfer-Encoding:

[AllowExtensions]

;

; Extensions listed here are commonly used on a typical IIS server.






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Media Server

;



;

.htm

.html

.txt

.jpg

.jpeg

.gif

; These must be allowed for Media Server to work

.aspx

.asmx

.ashx

.xsd

.rem

.soap

[DenyExtensions]

;

; Extensions listed here either run code directly on the server,

; are processed as scripts, or are static files that are

; generally not intended to be served out.

;



;



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Media Server

; Also note that ASP scripts are denied with the below

; settings. If you wish to enable ASP, remove the

; following extensions from this list:

; .asp

; .cer

; .cdx

; .asa

;

; Deny these for Media Server

.asax

.ascx

.config

.cs

.csproj

.dll

.licx

.pdb

.resx

.resources

.vsdisco

.webinfo

.xsx

; Deny ASP requests

.asp

.cer

.cdx






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Media Server

.asa

; Deny executables that could run on the server

.exe

.bat

.cmd

.com

; Deny infrequently used scripts

.htw ; Maps to webhits.dll, part of Index Server

.ida ; Maps to idq.dll, part of Index Server

.idq ; Maps to idq.dll, part of Index Server

.htr ; Maps to ism.dll, a legacy administrative tool

.idc ; Maps to httpodbc.dll, a legacy database access tool

.shtm ; Maps to ssinc.dll, for Server Side Includes

.shtml ; Maps to ssinc.dll, for Server Side Includes

.stm ; Maps to ssinc.dll, for Server Side Includes

.printer ; Maps to msw3prt.dll, for Internet Printing Services

; Deny various static files

.ini ; Configuration files

.log ; Log files

.pol ; Policy files

.dat ; Configuration files

[DenyUrlSequences]

.. ; Don't allow directory traversals

./ ; Don't allow trailing dot on a directory name

\ ; Don't allow backslashes in URL



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Media Server

: ; Don't allow alternate stream access

% ; Don't allow escaping after normalization

& ; Don't allow multiple CGI processes to run on a single request

[RequestLimits]

;

; The entries in this section impose limits on the length

; of allowed parts of requests reaching the server.

;

; It is possible to impose a limit on the length of the

; value of a specific request header by prepending "Max-" to the

; name of the header. For example, the following entry would

; impose a limit of 100 bytes to the value of the

; 'Content-Type' header:

;

; Max-Content-Type=100

;

; To list a header and not specify a maximum value, use 0

; (ie. 'Max-User-Agent=0'). Also, any headers not listed

; in this section will not be checked for length limits.

;

; There are 3 special case limits:

;

; - MaxAllowedContentLength specifies the maximum allowed

; numeric value of the Content-Length request header. For

; example, setting this to 1000 would cause any request

; with a content length that exceeds 1000 to be rejected.

; The default is 30000000.






5388AppC.fm

Media Server

;

; - MaxUrl specifies the maximum length of the request URL,

; not including the query string. The default is 260 (which

; is equivalent to MAX_PATH).

;

; - MaxQueryString specifies the maximum length of the query

; string. The default is 4096.

;

MaxAllowedContentLength=30000000

MaxUrl=16384

MaxQueryString=4096



5388IX.fm


Media Server for OpenScape V1.0 - Draft 10/15/03, Installation Guide Z-1

Index

Index Z

Aapplet, auto-attendant 2-3Auto-Attendant 2-3

Ddata, preserving 11-1dependability 9-2diagnostics 12-1

H

HiPath ComResponse, optional features 2-2historical reports 2-2

IImport Subscriber Utility 2-4installing HiPath ComResponse software 5-1intelligent announcements 2-3Internet Explorer 6.0, installing 3-2Internet Information Services 3-1IPaddress of ComResponse server 4-1IVR functionality 2-3

Mmaintenance procedures 9-1MDAC 2.70.9001.0, installing 4-2

Ooptional features of HiPath ComResponse 2-2

Pport table configuration 5-4

preserving data 11-1proxy, enabling 5-5

RRemote Administration of Intelligent An-nouncements 2-3

reports 2-2restart of system services 9-2restoring software 10-1

Sserver IP address 4-1SMTP service 3-1Speech Recognition 2-3

TTAPI monitor 12-1text-to-speech feature 2-2third-party software, installing 4-1troubleshooting 12-1

Vvirus scan software, installing 3-2

Wweekly restart of system services 9-2Windows 2000 Server, installing 3-1Windows 2000 service pack 3, installing 3-1WTE Service restart 9-2



Index

5388IX.fm