TelAlert Demo Download Quick Start Guide 01-28-10

TelAlert 5.7 Evaluation Quick Start Guide

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TelAlert 5.7 - Evaluation Quick Start Guide

Information in this document is subject to change without notice and does not represent a commitment on the part of MIR3.. The software is furnished under a license agreement or nondisclosure agreement and may be used or copied only in accordance with the terms of such agreement. It is against the law to copy the software except as specifically allowed in the license or nondisclosure agreement.

Copyright 1998-2001 The OpenSSL Project. All rights reserved.

This product includes software developed by the OpenSSL. Project for use in the OpenSSL Toolkit (http://www.openssl.org/).

Copyright 1995-1998 Eric Young. All rights reserved.

This product includes cryptographic software written by Eric Young ([email protected]).

Copyright 1995-1998 Tim Hudson

This product includes software written by Tim Hudson ([email protected])

Product and company names mentioned herein may be the trademarks of their respective owners.

© Copyright 1993-2010 . All rights reserved.

TA-TD-002-10


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Table of Contents

Introduction 4

About This Document 4

Getting the Software 4

Web Download 4

The Process Ahead 5

Installing TelAlert Messaging Server on Windows 6

Step-‐by-‐Step Installation Instructions 6

Starting and Initializing TelAlert Messaging Server 7

Troubleshooting Installations on Windows 7

Installing TelAlert Messaging Server on UNIX 10



Verifying Your Installation 11

Final Task: Clean-‐Up 12

Troubleshooting Installations on UNIX 12

Common Installation Issues 16

Message Delivery Problems—Both Platforms 16

Contacting Technical Support 17

Installing Voice Hardware 19

Installing Modems 20

Using TestComm 22


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Introduction

About This Document

This document is designed to help you get started with TelAlert Messaging Server. It provides general instructions for setting up your modem, installing TelAlert Messaging Server, and sending a test message.

TelAlert Messaging Server is the central component of MIR3’s TelAlert product line. It provides a means for business systems to automatically contact people by a variety of contact devices within a specified amount of time. It allows you to implement a service-level without the usual error, delay and uncertainty of manual call-tree methods.

TelAlert Messaging Server can be used independently or in combination with TelAlert 6e, the web self-service portal, or with TelAlert Voice Server, which provides recorded voice and synthesized speech functions.

For specific information on these products, refer to this Web site:

http://www.mir3.com/Products/TelAlert/index.php

For specific information on administering and configuring TelAlert Messaging Server only, refer to these documents:

• TelAlert Messaging Server Release Notes for late-breaking, release-specific information. • TelAlert Desktop User’s Guide for an introduction to graphical user interface (GUI) tools for administering and configuring

TelAlert Messaging Server. • TelAlert 6e Administrator Guide for detailed information about administering and configuring TelAlert Messaging Server.

Getting the Software

You need a TelAlert Messaging Server installation package from the TelAlert Web site.

Web Download

If at any time you need assistance, you can find TelAlert Technical Support contact information at:

http://www.mir3.com/Contact_Us/Support/index.php

You must make sure to download TelAlert Messaging Server software that matches the operating system of your TelAlert server machine; for example, Windows, HP-UX, Solaris, AIX.

If you want to administer or configure TelAlert Messaging Server from a remote Windows desktop workstation, download the TelAlert Desktop package. TelAlert Desktop is only available for Windows, but it can administer a TelAlert Messaging Server running on any supported operating system.

Getting Licenses

Initial license keys for time-limited evaluation copies of TelAlert Messaging Server will be emailed to you after you download the software from the MIR3 Web site:

http://www.mir3.com/eval/telalert

If you need to extend your evaluation period, contact MIR3 Sales at [email protected].

The downloaded file associated with this package is TelAlert570.exe (Windows) or unified.tar.z (UNIX/Linux). On Windows, make sure to put this download file in a TEMPORARY directory, not into the TelAlert directory, so that there isn’t any file name conflict between the package itself and the telalert executable that will be extracted from the package.

Time-limited Evaluation vs. Permanent Keys

The installation process prompts for license information; it can process either a time-limited evaluation license, or a permanent license. Time-limited evaluation license key values include nonzero ExpirationYear, ExpirationMonth, and ExpirationDay values. These license keys are provided for evaluation purposes, and to give customers a way to use TelAlert in the period between their decision to purchase it and our receipt of their payment. Do not put an IP address in a time limited license; the system will not accept IP addresses in time limited licenses.


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A permanent key does not contain an expiration date, and it does include other keywords to define exactly which TelAlert options you have paid for. All permanent licenses allow an unlimited number of separate destinations.

Basic Configuration Information

Before beginning, collect the information pertinent to your situation. One or more of the following categories may apply.

All Installations

• File locations—where you want to install TelAlert Messaging Server. (On Windows, you are asked for one directory; on UNIX, you are asked for directories for executable, configuration, work, and temporary files. Defaults are offered. Note that on Windows systems TelAlert still sets the environment variables: TELALERTDIR, TELALERTBIN, TELALERTCFG, TELALERTTMP which point to the directories for the executable, configuration, work and temporary files.)

• A username and password for the primary "owner" of the TelAlert Messaging Server installation (if desired). • UNIX only: the username of the person who is to own all TelAlert Messaging Server files. This is asked only if you are logged in

as root when performing the installation. • Whether you will send messages by modem, email, or both. • Whether you want to integrate TelAlert Messaging Server with HP OpenView Network Node Manager (on Windows , asked only

if an instance of NNM is detected).

Installations Involving a Telephone Line • The area code associated with the telephone line to which your modem is connected. • The number required by your PBX to get a dial tone for placing a local outside call. 8 or 9 is the commonly required value. If this

does not apply, no value is required. • The number required by your PBX to get a dial tone for placing a long distance call. 8 or 9 is the commonly required value. If this

does not apply, no value is required. • The number to be dialed after getting a dial tone and before placing a long distance call. In the US, 1 is the commonly required

value. If this does not apply, no value is required.

Installations Involving Email Messaging • The hostname or IP address of the SMTP server that will send your email messages. • A valid “From” address. • A valid “To” address

Installations Involving a Modem • The port used by the modem. • The speed of the modem. • The model of the modem.

Installations Involving a Dialogic Telephony Card • The Dialogic-assigned number of the “voice line” on the card to which you have connected the telephone line.

The Process Ahead

What lies ahead is the work of connecting your modem, installing TelAlert Messaging Server, and testing your installation. These tasks are detailed in the remainder of the Quick Start Guide.


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Installing TelAlert Messaging Server on Windows This section provides general instructions on how to install TelAlert Messaging Server on Windows.

Step-by-Step Installation Instructions

Log on with Administrator Privileges

You must be logged on with Administrator privileges before installing TelAlert Messaging Server on Windows.

Close All Other Applications

It is strongly recommended that you close all other applications before continuing.

Prepare the Install Files and Launch the Install Program

In this step, the install script prompts you for certain information, specified in the Introduction 4



Web Download 4

The Process Ahead 5














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Using TestComm 22


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Introduction. You should collect all of this information before beginning.

The installation medium you use determines your steps. Follow the instructions in the relevant section below. You need not read the other section.

If Installing from a Downloaded File

A. If you have not done so, download the InstallShield file from the TelAlert Web site into c:\temp or another directory where temporary files may be stored.

B. Using Explorer, open the directory containing the file and double-click the icon. Or, in a command window, go to this directory and give the command matching the full name of the file.

Follow the Install Program Prompts

The install program walks you through the remaining steps, most of which relate to the configuration information you were asked to collect in the Introduction 4



Web Download 4

The Process Ahead 5
















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Using TestComm 22


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Introduction. There are a few points to note.

Modem Information

If you are installing a modem, the install program presents a drop-down list of modems from which you can choose. If your modem is not listed, it might still be supported. To see if your modem is supported, check the following Web page: http://www.telalert.com/support/misc/modems. If your modem is not listed in the drop-down list but is listed on the Web page, do not provide any modem information to the install program. Rather, install your modem manually at a later time. For instructions on installing a modem manually, see the TelAlert Administrator Guide or the TelAlert Desktop User’s Guide.

Modem Test

If you indicate that you are setting up a modem, the install program automatically attempts to communicate with the device. If the test fails, you are given the choice of changing the settings you provided or proceeding with installation without completing the device set-up.

If the Modem Test Fails...

... and you elect to proceed without completing the modem set-up, the install program sets Active=False in the [Port] definition associated with this device in the TelAlert configuration file. You cannot use the device or associated port until you manually set the definition to Active=True and make any other necessary changes.

Restart—Occasionally Required

Depending on your Windows system, the install program may prompt you to restart your computer at the conclusion of the install process.

Launching the Desktop

If installation is successful and you are not prompted to re-start the computer, you will be shown a final screen containing a checkbox, checked by default, which will cause TelAlert Desktop to be launched.

TelAlert Desktop is a graphical environment containing the Wireless Destination Wizard and TelAdmin. For more information on using TelAlert Desktop, see the TelAlert Desktop User’s Guide.

Installing TelAlert Desktop on Another Machine

TelAlert Desktop can be installed on another Windows machine and used to administer TelAlert Messaging Server remotely. To do this, go to that machine, insert the CD, and choose “Install TelAlert Desktop” from the splash screen. Or, if you installed TelAlert Messaging Server from a downloaded file, you can return to that page and download TelAlert Desktop by itself.

Starting and Initializing TelAlert Messaging Server

When installation is complete, the install program tries to start and initialize TelAlert Messaging Server. It informs you of its success or failure. If the install program fails to start and initialize TelAlert, see Troubleshooting Installations on Windows.

Successfully starting and initializing TelAlert Messaging Server confirms two things:

• The required TelAlert files are in the appropriate locations on your system. • TelAlert has been properly configured for successful internal operation.

A successful start/initialization does not necessarily mean that your port is set up correctly. If the modem test failed in Step 4 and you proceeded with installation, the port is inactive. This does not prevent initialization, but the associated device is unusable until the [Port] definition is correctly configured.


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Troubleshooting Installations on Windows

This section helps you resolve issues that you might encounter when installing TelAlert Messaging Server on Windows.

Issues During Installation

If the install program cannot communicate with the modem, it reports its failure and asks if you would like to change the settings you provided. The problem may rest with one or more of these settings, or it may have another cause. Check all of the following.

Configuration Settings Problems

The port name you provided is the name of a port on your machine, but not the name of the port to which the device is connected.

SOLUTION: Try again, this time specifying the correct port.

The test found the modem but could not speak to it. You may have chosen the wrong model or speed.

SOLUTION: Try again, this time specifying the correct model or speed

Device or Cable Problems

The device is improperly connected, or the cable is faulty.

SOLUTION: Check the connection and the cable and try again.

The device is not plugged in to its power source.

SOLUTION: Check to make sure the device is plugged in and try again.

Port Ownership Problem

The port you have specified is owned by another application.

SOLUTION: Determine what application owns the port, eliminate the association, and try again.

Port Trouble? Try TestComm

TelAlert Messaging Server comes with a program—TestComm.exe—for diagnosing port-related problems.

For more information, see the Using TestComm chapter.

Issues During Startup

If the install program fails to start and initialize TelAlert Messaging Server because of errors in telalert.ini, a dialog box informs you of the failure. Try starting TelAlert Messaging Server manually in a command window:

telalert -start -init

See what error is returned and follow the relevant instructions below.


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Initialization Problems on Windows

“Telalert: Not Found" Error telalert: not found The name specified is not recognized as an internal or external command, operable program or batch file.

Either of these errors means that your system cannot find the correct TelAlert Messaging Server executable file.

SOLUTION: Did you give the command from the executable file’s directory? If not, go to that directory or put it in your PATH and give the command again.

Error 2 Exit *telalert, error 2: OpenService TelAlert error 5: Access is denied.

This error usually occurs when you are logged on as a user without the permissions required to start TelAlert Messaging Server. You must be logged on as a user with Administrator privileges.

SOLUTION: Log on as a user with the necessary privileges and try again.

Error 5 Combined With Error 12 Error*open c:\telalert\telalert.sects error 5: Access is denied. Exit *telalert, error 12: Process (c:\telalert\telalert.ini failure

This error usually occurs when you are logged on as a user without the permissions required to start TelAlert. You must be logged on as a user with Administrator privileges.

SOLUTION: Log on as a user with the necessary privileges and try again.

Error 12 Alone Exit *telalert, error 12: Process (c:\telalert\telalert.ini) failure

This indicates one or more errors in the TelAlert Messaging Server configuration file, telalert.ini.

SOLUTION: Scroll up in the window for more specific error messages that may identify the problem.


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Installing TelAlert Messaging Server on UNIX

Step-by-Step Installation Instructions

Log on as Root

You do not have to be logged on as root to install TelAlert Messaging Server, but it is strongly recommended. After installation, it is recommended that you change the ownership of TelAlert Messaging Server to a non-root user.

Prepare the Installation Files and Launch the Install Script

Follow instructions in the proper section for your installation medium, below.

A. Download the file into /tmp, or another directory where temporary files may be stored.

B. Is the file now either in /tmp or another directory of your choice? If not, copy it to the desired location. You may delete the original file when copying is complete.

C. Go to the directory in which the file resides, then decompress and extract the file using the following command: uncompress -c telalertunified.tar.Z | tar xvf – NOTE: The following alternative command can be used on systems that do not have an “uncompress” command: Zcat < telalertunified.tar.Z “ tar xvf -

D. Go to the telalert directory created by the tar command: cd telalert

E. To launch the install script, issue this command and proceed to Step 4: ./install.sh

Follow the Install Script Prompts

The install script walks you through the remaining steps, most of which relate to the configuration

information you were asked to collect in the Introduction 4



Web Download 4

The Process Ahead 5








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Using TestComm 22


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Introduction.

Modem Test

If you indicate that you are setting up a modem, the install script automatically attempts to communicate with the device. If the test fails, you are given the choice of changing the settings you provided or proceeding with installation without completing the device set-up.

If the Modem Test Fails...

... and you elect to proceed without completing the modem set-up, the install script sets Active=False in the [Port] definition associated with this device in the TelAlert configuration file. You cannot use the device or associated port until you manually set the definition to Active=True and make any other necessary changes.

Email Test

If you indicate that you will send messages by modem and email, or by email alone, the install script will later ask if you would like to test your installation by sending a test email. If you choose to do this, it will ask you for the address to which the test email should be sent. Note that the email will not be sent until installation is complete and TelAlert Messaging Server has been successfully started.

Set TelAlert Environment Variables

A. Open the appropriate login profile file (.profile or .cshrc, for instance) for the user to whom you assigned TelAlert Messaging Server ownership and add a source reference to either setdirs.sh or setdirs.csh, located in /etc/TelAlert, as appropriate to the shell for this user. If you do not do this, TelAlert Messaging Server will not be able to find all its components when this user tries to run it. The TelAlert Messaging Server environment variables specified in the setdirs files are:

• TELALERTDIR • TELALERTBIN • TELALERTCFG • TELALERTTMP

B. To set these variables for this session, give one of the following two commands, whichever is appropriate. The first is for C shell users; the second is for Bourne or Korn shell users. source /etc/TelAlert/setdirs.csh . /etc/TelAlert/setdirs.sh

C. Finally, you may want to put the directory containing the TelAlert Messaging Server executables in your PATH.

Starting and Initializing TelAlert Messaging Server

When installation is complete, the install script tries to start and initialize TelAlert Messaging Server. It informs you of its success or failure. If it fails, review the messages in your command window and refer to the Troubleshooting Installations on UNIX section for help.

Successfully starting and initializing TelAlert Messaging Server confirms two things:

• The required TelAlert Messaging Server files are in the appropriate locations on your system. • TelAlert Messaging Server has been properly configured for successful internal operation.

A successful start/initialization does not necessarily mean that your port is set up correctly. If the modem test failed in Step 4 and you proceeded with installation, the port is inactive. This does not prevent initialization, but the associated device is unusable until the [Port] definition is correctly configured.


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Verifying Your Installation

If you set up a modem, you should perform an additional test following a successful installation.

If TelAlert is Running...

If the install script is able to start and initialize TelAlert Messaging Server perform the following test. If you successfully connect, TelAlert will send an email to the email address you specified in the message. Receiving this email confirms that the modem is properly configured and connected to the phone line. You should receive this email within a couple of minutes.

To perform the test, give this command: ./telalertc –C Email –to <youremailaddress@domain> -m <message> -monitor

The string immediately following the -m is the message; for this test, the message should consist ONLY of your email address. Be sure to:

• Enclose your message in quotation marks. • Enter your email address correctly so the email confirmation can reach you.

-monitor causes TelAlert Messaging Server progress to be reported until the send is complete. In the meantime, output pertaining to the send appears in the command window.

If there is a problem connecting, TelAlert Messaging Server is normally configured to wait a few minutes and retry the connection again, and because of the -monitor option, you will not return to the command prompt while TelAlert Messaging Server is waiting. If you wish to terminate the -monitor feature and regain the command prompt, press Control-C. Notice that terminating the -monitor option does NOT terminate the retry attempt(s) configured in TelAlert Messaging Server.

Monitor telalert.trail

The -monitor option is a good way to observe how TelAlert Messaging Server processes a single message or alert. In general use, however, it is better to monitor telalert.trail, where TelAlert Messaging Server output is written.

To monitor this file, give this command in a separate command window: tail -f $TELALERTDIR/telalert.trail

Email Received?

If TelAlert Messaging Server successfully processes the send and you receive a confirmation email, installation and initial configuration are complete and you can begin integrating TelAlert Messaging Server with an outside application. For detailed instructions and files for a particular integration, please contact either sales at [email protected] or +1 (858) 724 1276; or support at [email protected], 1-800-489-8611 or +1 (858) 724 1246.

If you see error messages, use the Troubleshooting Installations on UNIX section and Common Installation Issues chapter to identify and correct the problem.

“Message sent” means that TelAlert Messaging Server succeeded in delivering the message to the system. If you see “Message sent” but receive no confirmation email, check to make sure that you entered your email address correctly and are not experiencing network problems that could interfere with the delivery of the email. If necessary, contact TelAlert Technical Support.

Final Task: Clean-Up

In Step 3, you specified a temporary directory that served as a staging area for your installation.

A. Go to that directory and inspect its contents.

B. Remove the telalert directory and all its contents.

C. If you installed from a downloaded file, store the original telalert.tar.Z in an archive location.


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Troubleshooting Installations on UNIX

This section helps you resolve issues that you might encounter when installing TelAlert Messaging Server on UNIX.

Issues During Installation

UNIX Master Install Script Fails

Consult the readme.txt file located in the CDROM root directory. This contains a list of supported TelAlert Messaging Server platforms, and the matching subdirectory on the CDROM that contains the archive for that platform. Select the appropriate subdirectory for your operating system. (For HP-UX platforms, you may also want to consult the hpuxinfo.txt file in the CDROM root directory, which contains a list showing which PA-RISC chip version is contained in which HP hardware models. If your hardware model is not listed, select the lowest PA-RISC version build available for your HP-UX version.)

Select an appropriate hard disk location for temporary files. Copy the telalert.taz archive from the appropriate CDROM subdirectory to your hard disk. Uncompress the archive. Expand the archive (which will create a new temporary subdirectory named telalert to hold the files). Change to the new temporary subdirectory and execute the install.sh script. Then continue with Step 4 on page 22 to answer the prompts from the install script.

For example, if you have a Sun 32-bit system running Solaris 7 or later: cp /cdrom/solar732/telalert.taz /tmp/telalert cd /tmp mv telalert.taz telalert.tar.Z uncompress telalert.tar.Z tar xvf telalert.tar cd telalert ./install.sh


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Modem Test Problems

Modem Test "No Such File or Directory" Error

Error: open(/dev/tty): [errno=2]No such file or directory

This means that you gave a port name that does not match any existing device file.

SOLUTION: Determine the correct port name and try again.

Modem Test "No Such Device or Address" Error

Error: open(/dev/tty): [errno=6]No such device or address

This means that the device file matching the port name you gave is not configured to correspond to any physical port on the machine.

SOLUTION: Find the correct port name and try again.

Modem Test "Timeout" Error 2001/03/16 10:52:21: Modem Timeout error. The Modem does not seem to be responding.

This means that you provided a valid port name but the test failed to get a response from the modem.

SOLUTION: Below are common causes of this error. Check each of these and try again.

• The port name you provided is the name of a valid device file on your machine but is not the name of the device file for the port to which the modem is connected.

• There is a getty or other process running on the port. This must be disabled.

• The device is improperly connected, or the cable is faulty.

• The device is not plugged in to its power source.

Modem Test Initialization Error {2001/03/16} {10:52:21}: Modem initialization error Modem Command: AT&F&K4E1Q0V1X4W0S95=3S0=0S7=60 Modem Result: ERROR

This means the modem was not the expected model. You may have chosen the wrong model from the list.

SOLUTION: Try again, this time specifying the correct modem model.

Port Trouble? Try TestComm

TelAlert Messaging Server comes with a program—testcomm—for diagnosing port-related problems. For more information, see the Using TestComm chapter.


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Issues During Startup

The install script may fail to start TelAlert Messaging Server due to errors in telalert.ini. Scroll up in the window for messages that may identify the problem and follow the relevant instructions below. Some of the errors discussed below can occur only later—not following the automatic start attempted by the install program.

Initialization Problems on UNIX

Error: "Telalert: Not Found"

This error means that your system cannot find the correct TelAlert Messaging Server executable.

SOLUTION: Is the directory containing the TelAlert Messaging Server executable in your PATH? Put it there and repeat the command, or go to that directory and prefix the command with "dot-slash" (./).

Error: "Error 18" Exit *(1469)Server:telalerte, exiting, error 18: Open (/tmp/telalerte.log) failure

This error usually means that you tried to start TelAlert Messaging Server logged in as a user other than the TelAlert Messaging Server owner.

SOLUTION: It is strongly advised that you install TelAlert Messaging Server logged in as root and then change its ownership to a non-root owner. You must run TelAlert Messaging Server logged in as its owner.

"Error 13" Combined With "Error 12" Error*open /usr/telalert/telalert.sects error 13: Permission denied Exit *telalert, error 12: Process (/usr/telalert/telalert.ini) failure

This error usually means that you have tried to start TelAlert Messaging Server as a user other than the TelAlert Messaging Server owner.

SOLUTION: It is strongly advised that you install TelAlert Messaging Server logged in as root and then change its ownership to a non-root owner. You must run TelAlert Messaging Server logged in as its owner.

"Error 12" Alone Exit *telalert, error 12: Process (/usr/telalert/telalert.ini) failure

This error indicates one or more errors in the TelAlert Messaging Server configuration file, telalert.ini.

SOLUTION: Scroll up in the window for more specific error messages that may identify the problem.


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Installing TelAlert Desktop

TelAlert Desktop is a graphical environment that lets you administer a TelAlert Messaging Server remotely from a Windows machine. It includes a Wireless Destination Wizard and a configuration tool called TelAdmin.

To install TelAlert Desktop by itself, go to the Windows machine, insert the CD, and choose the “Install TelAlert Desktop” option from the splash screen. Or, if you installed TelAlert from a downloaded file, you can return to that page and download TelAlert Desktop by itself.


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Common Installation Issues This section covers installation issues that can occur on both Windows and UNIX .

Message Delivery Problems—Both Platforms

Error: "Recipient Not Supported" Error*Recipient not supported, Destination_Name Note License SERecipients: 50 Note Contact [email protected] or www.telalert.com for upgrade info

When you have installed TelAlert Messaging Server using a time-limited evaluation license, you are limited to fifty destinations until you add permanent key information to the configuration file. (You can define as many destinations as you like, but, after you have used fifty, no new ones can be used.)

SOLUTION: Stopping and re-starting TelAlert Messaging Server will set the counter to zero. To have TelAlert Messaging Server deliver the message that caused the "Recipient not supported" error, you must send it again. If you need to send to a larger number of destinations as part of your evaluation (for instance, as part of “stress testing”), please contact TelAlert Sales to have this limit increased.

Warning: "Type Not Supported" Warn *Type not supported, TelamonTestPage: Type = TextPager

This warning means that TelAlert Messaging Server could not find an appropriate, active [Port] definition to use to process the message. This problem has two possible causes:

A. The installation program could not communicate with the modem during installation.

If the installation program cannot communicate with the modem during installation, it sets the corresponding [Port] definition in telalert.ini to Active=False. The definition must be set to Active=True for a message to be sent using a [Configurations] definition linked to this port.

If the installation program could not communicate with the modem, it is also likely that the port is not configured correctly—that (1) another program owns the port; (2) the modem is not connected; (3) the port name you gave is wrong; or (4) you misidentified the modem model or speed.

SOLUTION: Open telalert.ini and find the relevant definition under [Port]. Set Active to True. Check the Dev= line for the proper port name, the Modem= line for the correct modem model, and the Speed= line for the correct speed. Make sure that no other program owns the port and the modem is properly connected to the computer, power source, and telephone line. Stop, re-start, and re-initialize telalerte (telalert -stop, then telalert -start -init) and try sending the message again.

B. TelAlert Messaging Server is encountering a modem error or failing to get a dial tone.

If TelAlert Messaging Server repeatedly encounters an ERROR or NO DIALTONE error (ERROR indicates no understandable modem response), it deactivates the associated [Port] definition. This leads to a “Type Not Supported” warning and affected messages are not sent.

SOLUTION: See telalert.trail for ERROR or NO DIALTONE errors and take the steps outlined under the relevant error in the “Dialing Errors” section, below.

Event: “Send/Alert Off Duty... Configuration Has Active=False” Event [20]Alert Started (147), Status: [20]Alert Started, TelamonTestPage Event [97]Send OffDuty (147/151), Status: [97]Recipient not on duty, Configuration_Name: Configuration=TelamonTestPage has Active=False Event [25]Alert OffDuty (147), Status: [97]Recipient not on duty, TelamonTestPage:

An “Off Duty” message reporting that the [Configuration] definition “has Active=False” suggests that TelAlert Messaging Server repeatedly encountered a NO CARRIER or BUSY error and deactivated the relevant [Configurations] definition, thus causing the “off duty” message. Affected messages are not sent.

SOLUTION: See telalert.trail for NO CARRIER or BUSY errors and take the steps outlined under the relevant error in the “Dialing Errors” section, below.


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Dialing Errors

“Dialing Failed, Error” 2001/03/16 11:33:35>Event [70]Send Change (17/17), Status: [70]Dialing failed, error

This means that TelAlert Messaging Server was unable to communicate with the modem and therefore could not dial.

SOLUTION: This error occurs when a change has occurred to (1) the modem (it has been disconnected from the computer or its power source), (2) the port with which it is associated (it has been taken over by another application; it has been renamed), or (3) the associated [Port] definition in telalert.ini (a setting was modified such that TelAlert Messaging Server no longer understands how to communicate with the modem).

Check these items before re-sending the message. If you change telalert.ini, give the telalert -init command. If you change the [Port] definition, stop and re-start TelAlert before re-initializing.

“Dialing Failed, No Dial tone” 2001/03/16 11:33:35>Event [70]Send Change (17/17), Status: [70]Dialing failed, no dial tone

This means that TelAlert Messaging Server was unable to detect a dial tone and therefore could not dial.

SOLUTION: This error usually occurs when the phone line is faulty or not plugged in, or when the line is not live. Note that you must use an analog phone line; a digital phone line will damage the modem.

“Dialing Failed, No Carrier” 2001/03/16 11:41:01>Event [70]Send Change (22/22), Status: [71]Dialing failed, no carrier

This means that TelAlert Messaging Server got a dial tone, dialed the number, and found that the line was not answered, was not answered by a modem, or was answered by a modem that your modem did not understand.

SOLUTION: NO CARRIER often means that TelAlert Messaging Server is dialing the wrong number. This can happen if your PBX requires a special digit to get an outside line and you entered the wrong value at installation.

Search telalert.trail for the entry with the same timestamp as the “no carrier” message. Following the modem command ATDT is the phone number represented exactly as TelAlert Messaging Server is dialing it, including any pauses or prefixes. Is this the number TelAlert Messaging Server should be dialing? (Commas are of no concern.)

If your PBX requires a special digit to get an outside line and TelAlert Messaging Server is not dialing it, or if you have no PBX and TelAlert Messaging Server is dialing an unnecessary initial digit, open telalert.ini and correct the SpecialAccess value in the [PhonePrefixes] section. Reinitialize TelAlert before trying again.

“Dialing Failed, Busy” 2001/03/16 11:41:01>Event [70]Send Change (22/22), Status: [71]Dialing failed, busy

This means that TelAlert received a busy signal after dialing the number.

SOLUTION: The line may simply busy. but you should check the items detailed above under “NO CARRIER.” If you make a change, give the telalert -init command before trying again.

"Failed Call, Connected But Message Not Sent" 2001/05/29 13:50:01>Event [70]Send Change (30/30), Status: [78]Failed call, connected but message not sent

SOLUTION: If you are using a GSM modem, this may indicate that it could not make a wireless connection. Check the modem and see if its LED is flashing. If the LED is on steadily, re-orient the modem’s antenna. Also make sure that the SIM card is still valid and has credit available.

“Message Sent,” But Email Acknowledgment Not Received 2001/03/16 11:50:11>Event [21]Alert Completed (23), Status: [81]Message sent, TelamonTestPage

“Message sent” means that TelAlert succeeded in delivering the message to the system.

SOLUTION: Make sure you entered your email address correctly and are not experiencing network problems that could prevent delivery of the email. If necessary, contact Technical Support.

Contacting Technical Support

Please be at the workstation on which you are trying to install TelAlert when you call.


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1-800-489-8611 or +1 (858) 724 1246 [email protected] The MIR3 support team is available 24/7.


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Installing Voice Hardware Using a Dialogic telephony card, Windows users can take advantage of TelAlert Voice, TTS and IVR functionality. Files for Voice and IVR are included in all installations, but TTS requires additional files and is installed separately. To obtain TTS files and set-up instructions, contact MIR3 Sales at +1 (858) 724 1276 or [email protected]. In the meantime, you can proceed with Voice/IVR installation and add the TTS files later.


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Installing Modems If you are using TelAlert Messaging Server with a modem, follow these steps before installing.

Dialogic Card Users

Using a Dialogic telephony card, Windows users can take advantage of TelAlert Voice, TTS and IVR functionality. Unless you are installing from the “upgrade” CD, however, additional files are required. To obtain these files and set-up instructions, contact MIR3 Sales at +1 (858) 724 1276), or [email protected]. In the meantime, you can connect your Dialogic card and proceed with installation.

Connect the Modem to the Desired Serial Port

You should also plug the phone line into the device. Use an analog phone line only; using a digital phone line will damage the device.

Identify the Serial Port by Name

Determine the name of the port used by the modem—i.e., the name by which it is known to your operating system. On Windows, the standard naming convention applies: COM1, COM2, etc. On UNIX/Linux, the name is that of the device file used to configure the port. This naming convention varies among versions of UNIX/Linux; it’s usually something like /dev/ttys1.

If you do not know the port name and cannot learn it using conventional methods (e.g., a port querying program), contact your system administrator.

See That the Port is Unused and Available to TelAlert Messaging Server

On Windows

On Windows, various applications may be associated with a port: fax, UPS, and remote networking software are common examples. If a program uses the port to which you hooked the modem, you must remove the association or use a different port.

If you do not know how to determine whether the port is used by another application, or how to eliminate such an association, contact your system administrator.

On UNIX

The modem port cannot have a process running on it. Also, it cannot allow terminal logins. Finally, TelAlert Messaging Server must have read/write access to the modem file. Using methods appropriate to your system:

A. See if a getty or other process is running on the port. If so, permanently disable it.

B. Disallow terminal logins to the port, if they are currently permitted.

C. Change the modem file’s permissions so that TelAlert Messaging Server has read-write access.

If you do not know how to do these things, contact your system administrator.

For your convenience in performing the above tasks, TelAlert Messaging Server provides a port configuration script, fixport.sh, that works on most UNIX versions; it will update the permissions/ownership of the port, and attempt to disable getty/ttymon processes. Before installation, this script can be run from the /scripts directory on the CDROM. After installation, it can be run from the $TELALERTCFG/scripts subdirectory (which by default is /usr/telalert/scripts). You must be logged in as root to run this script; the script takes a single parameter, which is the fully-qualified port modem file name. For example:

# /cdrom/scripts/fixport.sh /dev/tty1


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If You Are Using a Terminal Server

A terminal server is a network device to which a number of serial devices—including modems—can be attached. When hooking a device to a terminal server, instead of a port name, you will need to configure TelAlert Messaging Server with the IP address of the terminal server and the socket number on the terminal server corresponding to the device. You must either know how to identify and administer a terminal server port or seek the help of someone who does.


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Using TestComm TestComm is a port-querying program (its default directory is /usr/telalert or c:\telalert) that you can use to diagnose port problems.

When using TestComm to query a port on the machine TelAlert Messaging Server is installed on, use this syntax: testcomm type device speed

Substitute M for type if setting up a standard modem; substitute MG if setting up a GSM modem. speed must equal 120, 240, 960, 1920, or 3840.

When using TestComm to query a port on a terminal server, use this syntax: testcomm type host service

Substitute NM for type if setting up a standard modem; substitute NMG if setting up a GSM modem.

Documents

TelAlert Demo Download Quick Start Guide 01-28-10