Omnitouch Troubleshooting

Alcatel-Lucent OmniTouch Instant
Communication Suite
Troubleshooting Guide
Release
Revised
R6.x
Edition1 April 2011
Summary This document describes the troubleshooting activities in an OmniTouch Instant

Communications Suite.
ICS R6.X Troubleshooting Guide TG0063

Copyright 2011 Alcatel-Lucent, All rights reserved
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Disclaimer
This documentation is provided for reference purposes only. While efforts were made to verify the
completeness and accuracy of the information contained in this documentation, this documentation is
provided as is without any warranty whatsoever and to the maximum extent permitted.
In the interest of continued product development, Alcatel-Lucent reserves the right to make improvements to
this manual and the products it describes at any time without notice or obligation.
Copyright
Copyright 2011 by Alcatel-Lucent. Distribution of substantively modified versions of this document is
prohibited without the explicit permission of the copyright holder.
Distribution of the work or derivative of the work in any standard (paper) book form for commercial purposes
is prohibited unless prior permission is obtained from the copyright holder.
List of Trademarks
Microsoft and Windows are registered trademarks of Microsoft Corporation in the United States and other
countries.
Linux is a registered trademark of Linus Torvalds.
Red Hat is a registered trademark of Red Hat, Inc. in the United States and other countries.
Lotus and Lotus Notes are registered trademarks of Lotus Development Corporation.
All other trademarks and copyrights referred to are the property of their respective owners.

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About Trouble Shooting Guide ........................................................................................................... 10
INTRODUCTION ............................................................................................................................... 11
TELEPHONY SERVICES APPLICATION................................................................................................. 13

3.1
Configuration elements ............................................................................................................... 13
3.1.1
Right required for installing and updating product ................................................................ 13
3.1.2
4980 default language at the beginning .............................................................................. 13
3.1.3
Change password menu in A4980.................................................................................. 13
3.1.4 ................................................................................................................................................. 14
3.1.5
How to dispatch new library files (and associated files) to 4980 clients.................................. 14
3.1.6
Impossible to start A4980: license error ............................................................................... 16
3.1.7
Impossible to start A4980 if ICS server is not in the same domain as the client PC ................ 16
3.1.8
Telephony services with remote extension: restrictions ........................................................... 16
3.2
Trace elements ............................................................................................................................ 17
3.2.1
4980................................................................................................................................... 17
3.2.2
MyAccess.log....................................................................................................................... 17
3.2.3
4980 Notes ......................................................................................................................... 17
3.2.4
4980 directory..................................................................................................................... 18
3.2.5
Generic connector ............................................................................................................... 18
3.2.6
4980 authentication traces / unified login ............................................................................ 18
3.2.7
Nomadic / VoIP................................................................................................................... 18
3.2.8
Websoftphone traces ........................................................................................................... 19
3.2.9
Way to see dial able numbers .............................................................................................. 19
3.3
Already encountered situations and solutions ............................................................................... 21
3.3.1
No possibility for Nomadic GSM doing / receiving call ......................................................... 21
3.3.2
VoIP module installation for websoftphone IP ....................................................................... 23
3.3.3
Checking the Quality of Service (QoS).................................................................................. 24
3.3.4
Checking the Windows Task Manager.................................................................................. 26
3.3.5
Checking the audio tuning ................................................................................................... 27
3.3.6
Checking audio devices ....................................................................................................... 27
3.3.7
Checking the client computer device .................................................................................... 28
3.3.8
Analysing the Initialisation in progress state....................................................................... 28
3.3.9
Application is running and enters in Initialization in progress state ..................................... 29
3.3.10
Initialization in progress with 4980 Softphone in Nomadic mode....................................... 29
3.3.11
Port(s) must be opened when using a VPN or a Firewall........................................................ 29
3.3.12
Checking the VoIP Gateway configuration............................................................................ 30
3.3.13
Checking abers.exe process................................................................................................. 30

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3.3.14
Checking abers and gaelic processes............................................................................. 30
3.3.15
Checking audio devices ....................................................................................................... 31
3.3.16
Checking Nomadic Ghost Z resources ................................................................................. 31
3.3.17
4980 Heavy Client could not connect to server after activating HTTPS................................... 32
3.3.18
Wrong https address used from A4980 to access web Messaging services ............................ 33
3.3.19
A4980 - Phone cannot put it on hold and get it back with A4980 ......................................... 33
3.3.20
No dtmf access from 4980 .................................................................................................. 33
3.3.21
Routing VLAN problem ........................................................................................................ 33
3.3.22
Impossible to connect you to Websoftphone or WebAdmin with IE ........................................ 34
INTELLIGENT RICH PRESENCE ........................................................................................................... 35

4.1
Presentation ................................................................................................................................ 35
4.2
What has to be checked if it does not work .................................................................................. 35
MY INSTANT COMMUNICATOR ........................................................................................................ 36

5.1
5.1.1
Right required for installing and updating product ................................................................ 36
5.1.2
My Instant Communicator on PC.......................................................................................... 36
5.1.3
My Instant Communicator on IP Touch: Homepage .............................................................. 36
5.1.4
Administration ..................................................................................................................... 36
5.1.5
Application initialization....................................................................................................... 37
5.1.6
Advanced configuration ....................................................................................................... 37
5.1.7
My Instant Communicator on IP Touch: Receive Instant Message .......................................... 38
5.1.8
Properties file....................................................................................................................... 39
5.1.9
ICS WebAdmin .................................................................................................................... 39
5.2
Trace elements ............................................................................................................................ 41
5.2.1
Setup log on MyIC ............................................................................................................... 41
5.2.2
Get log file .......................................................................................................................... 41
5.2.3
Stop log on MyIC................................................................................................................. 41
5.2.4
Tracing of MyICService process/service ................................................................................ 42
5.2.5
VOIP Traces on MyIC........................................................................................................... 43
5.2.6
Gaelic traces ....................................................................................................................... 43
5.2.7
Complement of traces for the Teamwork part....................................................................... 43
5.2.8
My Instant Communicator on IP Touch: Homepage .............................................................. 44
5.3
5.3.1
No access to homepage nor the other PRS application on IP Touch set ................................. 45
5.3.2
No access to homepage but the other PRS application on IP Touch set.................................. 45
5.3.3
MyIC QoS configuration ...................................................................................................... 45
5.4
MyIC SIP ..................................................................................................................................... 45

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5.4.1
MyIC ................................................................................................................................... 45
5.4.2
To setup logs for MyIC or abers ........................................................................................... 46
5.4.3
To setup log for ecwhost ...................................................................................................... 46
5.4.4
Already encountered situations and solutions ....................................................................... 46
MESSAGING SERVICES APPLICATION ................................................................................................ 48

6.1
6.1.1
6.2
Exchange Server 2007 configuration ........................................................................................... 48
6.3
Trace elements ............................................................................................................................ 48
6.3.1
VoiceApplications Traces...................................................................................................... 48
6.3.2
IMS traces ........................................................................................................................... 49
6.3.3
SMTP/Javamail traces .......................................................................................................... 49
6.4
Check SMTP and Exchange server........................................................................................ 48
6.4.1
Cannot listen to voice mail messages in external phone set .................................................. 49
6.4.2
Connection problem to 4635 voice mail system ................................................................... 49
6.4.3
Not possible to record a voice message in a mailbox if not known by ICS server ................... 51
6.4.4
Messaging services: IM -> Voicemail internal error (server error)....................................... 51
6.4.5
Messaging services voicemail break out ............................................................................... 51
6.4.6
UM with plug-in................................................................................................................... 51
Message Waiting Indicator (MWI) FEATURE......................................................................................... 56

7.1
MWI principle.............................................................................................................................. 56
7.2
MWI software architecture ........................................................................................................... 57
7.3
General information on ICS Exchange Plug-in ............................................................................. 57
7.4
7.4.1
7.5
Notification tests .................................................................................................................. 60
Trace elements ............................................................................................................................ 62
7.5.1
On OmniPCX Enterprise system (traces should be done one after the other, i.e., 4 voice
message recording) SIP traces.......................................................................................................... 62

7.5.2
On OmniPCX Enterprise system - t3 traces ........................................................................... 62
7.5.3
Log voice application service................................................................................................ 63
7.5.4
Log Masc service ................................................................................................................. 63
7.5.5
Log Sip server...................................................................................................................... 64
7.5.6
On ICS exchange connector ................................................................................................ 65
7.5.7
On Exchange system - plug-in traces.................................................................................... 65
7.5.8
Logzipper ............................................................................................................................ 65
7.6
7.6.1
Exchange server with plug-in................................................................................................ 66

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OUTLOOK EXTENSIONS APPLICATION ............................................................................................. 67

8.1
8.1.1
Control Outlook extensions running or not in Citrix environment .......................................... 67
8.1.2
Check the canonical transformation for extensions ............................................................... 67
8.1.3
Command to start extension installation in a verbose mode.................................................. 67
8.2
Trace element ............................................................................................................................. 68
8.2.1
Set trace according to the context......................................................................................... 68
8.2.2
Trace on client PC................................................................................................................ 69
8.2.3
MyAccess.log (Outlook / Notes) ........................................................................................... 69
8.2.4
Websoftphone.log (Outlook only)......................................................................................... 69
8.2.5
MapiExtension.log (Outlook only)......................................................................................... 70
8.2.6
UnifiedLogin........................................................................................................................ 70
8.2.7
Messaging services .............................................................................................................. 70
8.2.8
Telephony services ............................................................................................................... 70
8.2.9
One number services........................................................................................................... 71
8.2.10
Popup incoming calls problem ............................................................................................. 71
8.3
8.3.1
Microsoft Office 2007.......................................................................................................... 71
8.3.2
Outlook extensions are not available ................................................................................... 71
8.3.3
Telephony services does not start via outlook extensions ....................................................... 72
8.3.4
Telephony services does not work from Outlook/Notes extensions ........................................ 72
8.3.5
Outlook extensions start then stop immediately .................................................................... 72
8.3.6
Toaster not coming.............................................................................................................. 72
8.3.7
Certificate error with Telephony services from Outlook Extensions ......................................... 73
8.3.8
Strange system behavior related to Exchange plug-in ........................................................... 73
ONE NUMBER SERVICES APPLICATION ............................................................................................. 74

9.1
Trace elements ............................................................................................................................ 74
9.1.1
CRS supervision console ...................................................................................................... 74
9.1.2
Increase traces in CRS.......................................................................................................... 75
9.1.3
Traces on PBX...................................................................................................................... 76
9.1.4
RSI point cannot be monitored ............................................................................................. 76
9.1.5
One number services problem: one way audio connection ................................................... 77
9.2
9.2.1
RSI point is not defined on main TSA .................................................................................... 77
9.2.2
External forward not working for incoming internal calls ....................................................... 77
9.2.3
One number services does not work => homepage very slow ............................................. 77
9.2.4
Crsd service starts then stops immediately ............................................................................ 78

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9.2.5
10
HOMEPAGE, WEBADMIN INTERFACE ................................................................................................ 83

10.1
11
10.1.1
Check DNS configuration .................................................................................................... 83
10.1.2
If Websoftphone IP or Websoftphone IP Nomadic does not install on PC............................... 83
10.1.3
IP WebSoftPhone / error when starting "Call is imposible due to an internal error (VoIP)........ 83
10.1.4
Web authentication traces activation .................................................................................... 83
10.1.5
WebAdmin traces activation................................................................................................. 83
Terminal User Interface (TUI) .............................................................................................................. 85

11.1
11.2
Trace elements ............................................................................................................................ 87
11.2.1
VoiceApplications ................................................................................................................ 87
11.2.2
VXML engine ....................................................................................................................... 87
11.2.3
LOG files............................................................................................................................. 87
11.3
12
DTMF traces................................................................................................................................ 88
MULTI SERVER CONFIGURATION ...................................................................................................... 89

12.1
12.1.1
12.2
13
Trace elements ............................................................................................................................ 89
13.1.1
PBX configuration for IPTouch applications ........................................................................... 90
13.1.2
Trace elements .................................................................................................................... 91
13.2
13.2.1
PRS does not work after old database restore ....................................................................... 91
EVENTS SERVER INTERFACE ............................................................................................................... 92

14.1
14.1.1
Alarm notification configuration ........................................................................................... 92
14.1.2
Checklist if Events Server is not working................................................................................ 92
14.2
15
Media Server load balancing checking ................................................................................. 89
Presentation Server (PRS) APPLICATION .............................................................................................. 90

13.1
14
RSI synchronization Issue ..................................................................................................... 79
Trace elements ............................................................................................................................ 94
14.2.1
Traces to do if the Event Server freeze .................................................................................. 94
14.2.2
Trace in case of event server froze (when a reboot is necessary)............................................ 94
FLEXLM APPLICATION........................................................................................................................ 95
15.1
Trace elements ............................................................................................................................ 95
15.2
15.2.1
Flexlm service does not start................................................................................................. 95
15.2.2
Cannot get users of <feature>: No such feature exists (-5, <number>)............................... 95

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15.2.3
16
Invalid license key (inconsistent authentication code) ............................................................ 95
MIDDLEWARE CTI - OTS ASPECTS...................................................................................................... 97

16.1
16.1.1
4980 Plug-in / TSA Manager, installation from webadmin.................................................... 97
16.1.2
4980 Plugin / TSA Manager, installation from the cab file .................................................... 97
16.1.3
PMS Configuration precautions ............................................................................................ 97
16.1.4
Acapi database access via LDAP browser ............................................................................. 98
16.1.5
Log files .............................................................................................................................. 98
16.1.6
ICS database access via LDAP browser ................................................................................ 98
16.2
Trace elements ............................................................................................................................ 99
16.2.1
OTS status check ................................................................................................................. 99
16.2.2
OTS traces .......................................................................................................................... 99
16.2.3
Events generated by OTS server ......................................................................................... 100
16.2.4
PBX CSTA traces ................................................................................................................ 102
16.3
Already encountered situations and solutions ............................................................................. 103
16.3.1
Removing one OTS node ................................................................................................... 103
16.3.2
Restarting only one node ................................................................................................... 103
16.3.3
Problem to connect to OTS ................................................................................................ 104
16.3.4
OTS / Force loading Qmcdu from PBX ............................................................................... 104
16.3.5
OTS loops with error OTS_AG_ ADM 4 FREAD .............................................................. 104
16.3.6
Wrong OTS / node name .................................................................................................. 105
16.3.7
Telephony services users unknown by OTS server ............................................................... 105
16.3.8
OTS-CSTA Connection fails if a PCX node is not in the same DNS domain than the ICS server
105
16.3.9
17
Need to restart ACAPI after CPU switchover in spatial redundancy ...................................... 105
16.3.10
ACAPI does not start ...................................................................................................... 106
16.3.11
ACAPI: Host key verification failed............................................................................... 107
16.3.12
Acapi service not started ................................................................................................ 108
16.3.13
ACAPI synchro doesn't work immediatly.......................................................................... 108
16.3.14
Modify PBX IP address.................................................................................................... 109
16.3.15
Error: 4 OTS_AG_CSTA 13 OBJ_NOT_FOUND evtcCrid 0 on ots 3595 ......................... 109
16.3.16
OTS manager plug-in .................................................................................................... 109
16.3.17
DTMF traces .................................................................................................................. 110
MEDIA SERVER ASPECTS .................................................................................................................. 111

17.1
Trace elements .......................................................................................................................... 111
17.1.1
Trace set at the start of the media server ............................................................................ 111
17.1.2
PBX SIP traces .................................................................................................................... 111

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17.1.3
Call handling traces .......................................................................................................... 111
17.1.4
VxML HTTP traces on ICS ................................................................................................... 112
17.1.5
On ICS system - SIP traces ................................................................................................. 112
17.1.6
On ICS system - AL traces.................................................................................................. 113
17.1.7
On ICS system - RS traces .................................................................................................. 113
17.2
18
19
Already encountered situations and solutions ............................................................................. 114
17.2.1
SIP service does not start .................................................................................................... 114
17.2.2
SIP / ICS application unregister without reason................................................................... 114
17.2.3
Spatial Redundancy issue................................................................................................... 114
17.2.4
Disable G729 codec.......................................................................................................... 114
17.2.5
Unable to connect to voice mail or leave voice mail message ............................................. 114
17.2.6
Unable to save greetings message with LS.......................................................................... 115
17.2.7
Modification of interdigit timeout........................................................................................ 115
DATABASE PROBLEMS ..................................................................................................................... 116

18.1
Check LDAP directory is loaded on ICS server ............................................................................ 116
18.2
Set traces on Universal Directory components (UDAS) ................................................................ 117
LINUX SYSTEM ASPECTS .................................................................................................................. 118

19.1
Configuration elements ............................................................................................................. 118
19.1.1
Time & Time Zone ............................................................................................................. 118
20
BEFORE CALLING ALCATEL-LUCENT'S SUPPORT CENTER ................................................................ 119
21
ANNEX: LOG4JADMIN .................................................................................................................... 120
22
ANNEX: LDAP BROWSER CONNECTION ......................................................................................... 121

22.1
LDAP browser connection example ............................................................................................ 121
22.1.1
LDAP Browser .................................................................................................................... 121
22.1.2
Example 1: typical connection to an LDAP server ................................................................ 121
22.1.3
Example 2: connection to Exchange/Active Directory .......................................................... 122
22.1.4
Example 3: Connection to an Acapi LDAP database ........................................................... 123
22.2
Focus: Change server database passwords................................................................................ 124
23
TRICK SSLV2 DESACTIVATION PROTOCOL...................................................................................... 126
24
ICS backup ...................................................................................................................................... 127
25
Glossary .......................................................................................................................................... 128

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1 About Trouble Shooting Guide

This document contains information about available trouble shooting in the Alcatel OmniTouch Instant
Communication Suite Telephony services / One number services / Messaging services software product.
Document Trouble shooting guidecontains for each main features some information about configurations
aspect, traces aspect and already encountered situations and possible solutions.
Related documents
OmniTouch Instant Communication Suite Release Notes R6.X
OmniTouch Instant Communication Suite Feature List R6.X
OmniTouch Instant Communication Suite Installation / Administration / Client guides

R6.X
OmniTouch Instant Communication Suite trainings Trouble shooting parts
This document is not intended to be read from the 1st line to the end, but
should be used to search topics.
This document is not intended to explain how to configure the system (for this,
please refer to the related documents) but it is a help on how to troubleshoot
an OmniTouch UC system.
This document is dedicated to R6.X
Most of the topics will also be applicable to next releases.
First edition created in May 2011

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2 INTRODUCTION
Welcome to OmniTouch 8400 Instant Communication Suite
OmniTouch 8400 ICS is leading products for improving real-time communication across the enterprise. This
suite of integrated applications leverages your existing environment and adds capabilities to improve the
efficiency and effectiveness of the individual, the team and across your enterprise.
Instant Communication Suite (ICS) provides unified messaging, audio and data conferencing, personal
routing, instant messaging, sophisticated Softphone capabilities, universal directory access, and presence
information. But whats unique about the Unified Communication suite is the ability to integrate all or some of
these functions into your existing business environment and the ability to access the capabilities while away
from the office from any device.
A telephony service is a powerful tool to easily manage your real-time communications at your office or on
the move. It offers a Web Softphone client and a full-featured 4980 Softphone Windows client coupled with
Microsoft Exchange/Outlook, Lotus Domino/Notes and corporate Directories (LDAP). When on the move,
Telephony services application allows you to associate any phone: a cellular or home phone for audio or use
your Multi-Media PC with Voice over IP (VoIP).
Messaging services provides message management and a single inbox for all message types: email, voice,
and fax through your existing rich e-mail client including Microsoft Outlook or Lotus Notes. Further you can
access your messages through a Web interface or any phone set (including emails through text to speech)
making it easy to stay connected while away from the office. Messaging services also leverages Enterprise
former investments in e-mail servers, in voice mail (Alcatel 4635/4645) and fax.
One number service provides personal routing of incoming calls based on rules set by the individual user.
Such routing capabilities enable follow me capabilities and call screening according to the caller identification,
time of day and location. Personal routing rules can be set up while in the office or remotely through a Web
interface or through touch-tone on any phone set. One number service is a powerful tool for mobile workers
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who need to stay in touch while travelling. One number service is integrated with Microsoft
Exchange/Outlook and Lotus Domino/Notes.
Teamwork services enable knowledge sharing and collaboration through voice and data conferencing.
Through a simple to use Web interface, employees can initiate conferences on the fly or scheduled on a
regular basis including audio, video data and application sharing. Teamwork services also provide presence
information and instant messaging to facilitate effective real-time team communication.
=> troubleshooting guide for this part is in a separate document.
To get more information about the product (product descriptions, feature list, whats new document), please
consult the Sales & Marketing section on the Alcatel-Lucent Business Portal at https://businessportal.alcatellucent.com

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3 TELEPHONY SERVICES APPLICATION

3.1 Configuration elements
3.1.1 Right required for installing and updating product
You don't need to be local administrator on your client computer, but you must be at least POWER USER for all
update and installation.
A4980
Extension
MyIC
IP WSP
3.1.2 4980 default language at the beginning

It has to be configured in the A4980.cfg file stored in the A4980 installation directory on each client PC and
on the server in $ECC_HOME/OmniPCXTSA/A4980Update (used for clients upgrade).
This language configuration is initiated in the 4980 setup-msi. We can define a language that will be set in
a4980.cfg file. This language will be used when A4980 starts and for the first connection.
Comment / uncomment the needed line.
[Langue]
; Langage de test
;Langue=3
; Anglais
Langue=4
; Francais
;Langue=5
3.1.3 Change password menu in A4980

In A4980, we have a menu entry allowing user to change its password (Menu: Tools Modification of
Password). This menu entry is only displayed if we have the right configuration in the WebAdmin interface:
Menu "System/Configuration" then tab "Authenticate" and field "URL" (If this field is empty then we do not have
change password menu entry).
Otherwise, you can enter the ICS server name URL follows by: 443/WebAdmin/passwords
for example: ics-server.alcatel-lucent.com:443/WebAdmin/passwords
In this case it will be possible to modify the password by the A4980,
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3.1.4
3.1.5 How to dispatch new library files (and associated files) to 4980
clients
To automatically dispatch new library files or new library versions (and their associated files) to A4980 client,
proceed as follow:
On OTS server side, create a folder directory_cnp under the $ECC_HOME/OmniPCXTSA/dyn directory.
Create a file named directory_cnp.ini with the following content (example with two files to transfer).
[General]
; Number of files to transfer
NumberFiles=2
[File_000]
; Name of the first file
Name=a4980cnp_49.dll
; Associated version of the first file
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Version=1.0
[File_001]
; Name of the second file
Name=a4980cnp_49.ini
; Associated version of the second file
Version=1.0
Copy the files mentioned above in directory_cnp.ini file (in the example: a4980cnp_49.dll / A4980cnp_49.ini)
to the directory_cnp directory.
The new library files will automatically be transferred to the A4980 clients (under the A4980 installation folder
that is C:\Program Files\Alcatel-Lucent\4980-Softphone by default) at the next A4980 application connection.
After the transfer, two new files will be added (if we consider our example):
A4980cnp_49.dll@Version.cfg
A4980cnp_49.ini@Version.cfg
Each file contains a version section as shown below:
[Version]
Version=1.0
The version indicated in these files is the version that has been specified in the directory_cnp.ini file (see
example above). The goal of this version file is to check any modification of the library files on OTS server
side.
Example: Lets consider that a4980cpn_49.dll has been modified (bug fixing for example). To automatically
report the new version of this file to all A4980 clients, change the version in the directory_cnp.ini file as
indicated below (do not forget to copy the new version of the DLL file to the directory_cnp folder)
....
[File_000]
; Name of the first file
Name=a4980cnp_49.dll
; Associated version of the first file
Version=1.1
At the next A4980 application connection, the new DLL file will be automatically retrieved from the server and
the file A4980cnp_49.dll@Version.cfg will contain:
[Version]
Version=1.1

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3.1.6 Impossible to start A4980: license error

When starting A4980 we have error such as:
"server node is down or not responding (-96,7:11004"")"
You must check the file parameters.txt under $ECC_HOME/OmniPCXTSA/dyn/<ICSfqdn>@3595/cfg under
the "myphone" section; the fields must be correct and not empty:
[MYPHONE]
license_server_host
ICS.alcatel.fr
license_server_port
27000
license_file
alcotuc.lic
url_unified_login
ICS.alcatel.fr:80
url_webphonesetprogramming
http:// ICS.alcatel.fr:80
ICS is the host name of the ICS in previous example.

After the modification: do not forget to restart the icsd services.
3.1.7 Impossible to start A4980 if ICS server is not in the same domain
as the client PC
Symptom: It is not possible to start 4980 on port 3596 if the ICS server is not in the same domain as the client
PC.
In our case the ICS server has an FQDN and an alias. This alias is known over the company network thanks to
DNS. The short name of the ICS is not known. OTS doesnt support alias.
In that case it is mandatory to use FQDN in the OTS configuration settings or it is necessary that the short
FQDN is known by all the equipments of the company network.
3.1.8 Telephony services with remote extension: restrictions

There is only limited support in Telephony services for remote extension.
Let me just explain what remote extension is:
Remote extension is a way to associate an internal extension number with a public (usually mobile) telephone
set. It is a pure OmniPCX Enterprise function, independent of any application.
Incoming calls are routed to the external number, but are monitored, so that non answered calls can overflow
to voicemail or to a secretary
=> For Telephony services, that means that incoming calls can be monitored, and will appear in the call log,
but you cannot pickup that call (you have to do it on the mobile phone)
Outgoing calls are made from the user's mobile phone, over the PBX automatic substitution. User calls PBX,
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and then dials external number, and the called party will see his internal extension number
=> For Telephony services, that means that outgoing calls cannot be initiated from the application
A short comparison between remote extension and Telephony services nomadic GSM:
Nomadic requires ICS, remote extension does not
With nomadic, the user chooses between his internal and his mobile set at Telephony services login
For incoming calls, the behavior is the same
For outgoing calls, with nomadic:
The call must be made from the application
Both the user's mobile phone and the destination are called, and then both calls are connected. (not outgoing
call cost on the mobile phone)
3.2 Trace elements

3.2.1 4980
Copy the file log4cxx.xml on C:\Program Files\Alcatel-Lucent\4980-Softphone
Modify this file to add ALL as debug mode and true for the different topics.
The logs files must be pickup under: %temp%\Alcatel-Lucent\4980\VOIP,
3.2.2 MyAccess.log
For that: you need to create a new entry in the registry database by creating a file named "trace.reg
containing:
=====================
Windows Registry Editor Version 5.00
[HKEY_CURRENT_USER\Software\Alcatel\A4980\Log]
"MyAccess"=dword:00000001
=====================
Then execute the "trace.reg" file.
4980 should be restarted and the MyAccess.log file is located in user temp directory (by default: Document
and Settings -> <User> -> Local Settings -> Temp).
3.2.3 4980 Notes

No local data for Notes on client PC. 4980 application gets information and writes information on the ICS
server in the $ECC_HOME\OmniPCXTSA\dyn\<server>@3595\notes\<user name>
There is no possible trace to set up for such feature. Only look in the directory where the notes are stored can
be helpful.
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3.2.4 4980 directory

We have the file <user name>@repertory located in OmniPCXTSA\dyn\<server>@3595\users.
Traces can be setup in the tsa_maintenance application, there are -tusers and -tlines.
For information, the display on the visit card and on the toaster comes from the PABX directory.
If you want to display the info from LDAP, you must enable the option Display Directory information (popup) in the customization.
3.2.5 Generic connector

4980 Softphone Plug & Play coupling with Microsoft Outlook & IBM Lotus Notes is no more supported in
ICS,
You can install the Outlook or Lotus Notes extension to use the same feature.
3.2.6 4980 authentication traces / unified login

Update traces.xml file located in $ECC_HOME/Tomcat/webapps/UnifiedLogin/WEB-INF/classes as follow:
replace:
<category name="com.alcatel" additivity="false">
<priority value="error" />
<appender-ref ref="SIZEROLLING" />
</category>
By
<priority value="debug" />
</category>
Then you have to restart the service tomcat
Traces can be found in $ECC_HOME/logs/tomcat/UnifiedLogin/traces.log
3.2.7 Nomadic / VoIP

On PBX side: use the nomadic command to get the existing associations.
On ICS side:
Use the tsa_maintenance command to set up -tlines, -tcsta and -tnomad traces
ECC_HOME/OmniPCXTSA/dyn/<server>@3595/log/evxxxxxx.txt is also interesting to check

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3.2.8 Websoftphone traces

On the client
Create a pcmm.cfg file in C:%windir%\system32\AlcatelWebsoftphone with the following content :
Output=trace.log
abers=3
nomadic=3
pcmm=3
On the server
Update the traces.xml file located in $ECC_HOME/Tomcat/webapps/websoftphone/WEB-INF/classes

and set to debug the following categories:
com.alcatel.woti.business
com.alcatel.a4980web.presentation
Restart tomcatd service.
Traces can be found in

$ECC_HOME/logs/tomcat/websoftphone/traces.log
3.2.9 Way to see dial able numbers

In order to see traces on number conversion (canonical or not) to dial able number, we have to do the
following:
Do not forget to configure dialing rules in WebAdmin interface.
Note: we can also use webSoftPhone application in detached mode to see called numbers.
In the directory $ECC_HOME/Tomcat/webapps/websoftphone/WEB-INF/classes, we can modify the file
traces.xml as follow:
Add
<category name="com.alcatel.ecc.util" additivity="false">

<appender-ref ref="FILE-ECC" />
</category> <category name="alcatel.end.ecp.common.jspbeans.UtilJSPBean" additivity="false">
</category>
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</category> <category name="com.alcatel.common.numbering" additivity="false">

</category>
Traces are stored in $ECC_HOME/logs/tomcat/websoftphone/traces.log

We can search for the "Dial able" string and we can see done conversions and used dialing rules.
In the directory:
/opt/Alcatel-Lucent/Tomcat/webapps/MyMessaging/WEB-INF/classes we can modify the file traces.xml as
follow
For more details on "AnyDevice" function, we can also change/add:
<category name="com.alcatel.ecc.common.voicemail" additivity="false">

<appender-ref ref="SIZEROLLING_MY_INTEGRATED_MESSAGING" />
</category> <category name="com.alcatel.ecc.voicemail" additivity="false">
<appender-ref ref="SIZEROLLING_MY_INTEGRATED_MESSAGING" />
</category>
Note: first category already exists in the file; we just have to change error to debug.
Traces are stored in
$ECC_HOME/logs/logs/tomcat/My_Integrated_Messaging/traces.log
We can search for the "converted" string.

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3.3 Already encountered situations and solutions

3.3.1 No possibility for Nomadic GSM doing / receiving call
Check PBX - H323 gateway configuration.

It can also occur if the virtual analog set is locked ... in this case; it is not possible to use external set as remote
set.
Note: when creating analog set on PBX for such feature, we can affect a category prohibiting features such as
forward, lock
Check if you correctly enter the GSM number; add the prefix if this prefix isn't manage in the customization.
Trace activation:
Please indicate GSM number, nomadic set number, virtual set number and number of the called set.
On OXE:
Find neqt of a set: tradna <mcdu>

Oxe trace with neqt of the virtual Z set and neqt of the internal nomadic set :
Reset trace filters: actdbg all=off

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Set the trace:
"actdbg fct=on"
"tuner clear-traces all=off"
"tuner +at,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"
"tuner +tr,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"
"tuner +s,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"
"tuner +xtr,<NEQT_Z_virtuel>,<NEQT_Poste_interne>"
Activate the trace: mtracer > trc.txt &
CSTA traces:
Log ad mtcl on oxe

Type telnet localhost 2555
Type D, prompt dbg> appears
Type log m 50
dbg>ls l
Find number of the CSTA client by looking at the IP address

Type log s <CSTA client number> 1. This command generate a trace file under /tmpd/cstamono.XXXX .
Remark: this file can grow up to 50Mo, so we have time to catch the problem. Activate ICS trace (see below)
then reproduce the problem and stop the trace by typing log -s >client_number> 0
In /tmpd you can find a file named cstamono.XXXX . As the client is in ECMA V2 launch the following
command to decode trace: pilot2a -B cstamono.XXX > decoded
Deactivate OXE trace: tuner km
On ICS:
Log as htuser in ICS console

Launch tsa_maintenance in $ECC_HOME/OmniPCXTSA
Set traces: 0 p -tcsta-tnomad-tlines-tusers
To redirect trace type >> otuctrc.txt
Reproduce the problem
Ctrl+c to stop tsa_maintenance
Relaunch tsa_maintenance and type 0 r -tcsta-tnomad-tlines-tusers to deactivate trace
Send trc.txt, decoded and otuctrc.txt

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3.3.2 VoIP module installation for websoftphone IP

Hereafter are the steps to follow to solve the installation problems.
Remark: If proxy parameters are badly configured we can also encounter installation problems
First actions
User must have the local administrator rights on the PC
Remove cookies and temporary files under IE
If already installed
Add remove program -> Alcatel websoftphone IP VoIP (for old version, no more used since R5.01) or
voip_plugin
Check if still existing and delete all files: C:%windir%\system32\AlcatelWebsoftphone
Delete in C: %windir%\Downloaded\Program Files: {DC4D3B9B-789F-4a20-9972-972CC302F988}
Configure security parameters of IE as described hereafter:

From your favorite browser, open the Internet options and add the address of the Web server in the trusted
sites area.
Example with Internet Explorer:
Go to the Tools menu and select Internet Options. In the Security tab, click the trusted sites icon and then the
Sites button. In the Trusted sites window, enter the URL of the Web server as illustrated below. Click the Add
button and close all the windows through the close and OK buttons.
For the first connexion to the homepage, the user must have local administration rights. If not the installation
of websoftphoneIP module will fail.
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At the first connection a message box will appears to inform you that VoIP module cannot be initialized, it can't
be started.
A second websoftphone error window will appear to propose you the installation of the voip-plugin.
You have only to follow the indication to install the VoIP plug-in.
At the end of the installation, you should restart your browser. You will find the files abers.exe and
ocxAppliLauncherVoip.ocx under:
C:\Program Files\Alcatel-Lucent\Voip Plugin
Despite of First actions (described before) if it does not work you can also install VoIP module from
DVD:\Clients\voip_plugin\VoipPlugin.exe
3.3.3 Checking the Quality of Service (QoS)

Layer 2 Ethernet (802.1P/Q) is supported by IP Softphone applications.For more detail refer to the Technical
documentation under System Documentation / Software and Network Architecture / VLAN Tagging. For
information this is not compatible with VPN clients installed on the client machine, if you use nomadic VoIP
and if your computer is a Vista machine.
TOS/DiffServ for Layer 3 IP is available and describe in the Technical documentation under Administration
Manual / Alcatel-Lucent 4980 Softphone Specific Configuration chapter: QoS enable for IP
For the IP Softphone and IP Web Softphone, the TOS (Type Of Service) can be managed on the client machine
(Windows XP) through the Windows registry (use the regedit tool for example):
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters]
"DisableUserTOSSetting" REG_DWORD 0 or 1
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Field DisableUserTOSSetting sets to 0 means that the TOS is not managed by the computer but by the
application. So, set this value to 0 so that the IP Softphone application will be able to use their own TOS/DiffServ.
If value DisableUserTOSSetting does not exist in Parameters key, you must create it. To do so through the
regedit tool, go to the Edition menu, select New / DWORD value and enter the new value
DisableUserTOSSetting.
For the IP Softphone and IP Web Softphone, in nomadic IP mode it is necessary to create a file:
C:\Program Files\Alcatel-Lucent\4980-Softphone\voip.cfg for IP Softphone
Or C:\Program Files\Alcatel-Lucent\Voip Plugin\voip.cfg for IP Web Softphone.
Included the value: tos=46 (for example in the file)
If TOS/DiffServ is managed by the application (value 0 in above key), you must activate the TOS/DiffServ on
OmniPCX side to allow flows on the data network to assign a priority.
To do so (through mgr system tool for example), go to the IP section, select Go down hierarchy, and modify IP
Quality of service Category as illustrated below:
Consult/Modify: IP Quality of service Category Node Number (reserved) : 20

Instance (reserved) : 1
IP Quality of service Category Id : 2
802.1p used + False or True
802.1p priority : 7
VLAN ID : 0
TOS/diffServ : 46
UDP Lost : 15
UDP Lost Reinit : 7
UDP Keep Alive : 3
Recommended value for the TOS/DiffServ field is 46 (refer also to the Alcatel OmniPCX Enterprise
documentation).
Note that other parameters must be checked for the voice quality:
VAD (voice automatic detection): This feature must not be activated on the PABX side, because it is not
manage on the IP softphone application.
Delay in packets (refer to the standard ITU G114):
Between 0 and 150 ms: normal conversation
Between 150 and 300 ms: acceptable quality
Between 300 and 700 ms: bad quality

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Loss of packets
Limit of 5%. Beyond, the audio signal is no more audible.
More: no communication possible, very bad quality
Use external tools like Aviso (VoIP Assessment Tool) to check above parameters. For more details, please
consult the Alcatel Business Portal Web site at the following URL: https://businessportal.alcatel-lucent.com. Go
to the section Support and expand the following links: Technical Support IP Telephony /Software Download.
Then select in Document and Tools section Aviso and have a look to the document Presentation VoIP
Assessment Tool Aviso 3.0.
3.3.4 Checking the Windows Task Manager

If gaps appear in the conversation, check the load of the processor(s) on your computer and check that a task
does not take all the CPU time. To do so, launch either the Windows Task Manager or the System Information
window (command msinfo32 through the Execute menu of the Windows Start menu).
Example on a Windows XP station by using System Information application:
Note: to provide system information to the Alcatel-Lucent Technical Support, when required, save all the
information through a NFO file. To do so, simply select the Save... item from the File menu.
You can also check in the list of process if there is no spy ware running.
Nevertheless you can use spy ware detection software to check your computer.
Spyware can affect the voice quality and the speed of working from your IP Softphone or IP Websoftphone.

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3.3.5 Checking the audio tuning

When voice quality is too bad, the problem may come from audio tuning parameters. The volume level, the
microphone settings and the volume control of receivers must not be tuned too high.
The audio media control window is available on the Softphone application when the user is engaged in a
conversation.
The Audio tune Wizard is only available when the phone set is in idle state.
The audio tuning wizard is available on the bottom taskbar.
Alcatel-Lucent strongly recommends using USB IP handsets or USB headsets.
If the voice quality is bad due to the soundcard used on the client computer.
A white list of headset is available in the feature list on the https://businessportal.alcatel-lucent.com
GN Netcom / JABRA and Plantronics are the both suppliers tested on our ICS.
Remark:
For more information have a look on the technical documentation under: Installation on Client
Applications/Softphone Audio Parameters Configuration
3.3.6 Checking audio devices

If the following warning message appears:
Typical questions you might ask are as follows:
Is the audio device configured?
What kind of audio device is configured?
Is a full-duplex soundcard used? (For legacy hardware)
To check that, launch 2 recorders: one is recording and the other one is listening an audio file. If an error
message appears, this means that the soundcard is not full duplex.
Sounds and audio devices properties are described on the technical documentation under: Installation on
Client Applications / Softphone Audio Parameters Configuration

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3.3.7 Checking the client computer device

In case of bad voice quality, you must check if you have the last sound device and Ethernet device drivers.
You must check the different computer parameters like the cache in the bios or the RAM who can slow down
the machine.
3.3.8 Analysing the Initialisation in progress state
When starting the Softphone application, the Initialization in progress state is displayed on your Softphone
client. This is a normal behavior as initialization sequences are performed between your client and the IP
Gateway (INTIP, GD or GA)
Initialization sequences with IP Web Softphone
Initialization sequences (1) between the different modules are exactly the same than for 4980 Softphone
sequences:
Starting an audio flow (through an initial Make Call request from the Web Softphone client) is indicated by
sequences (2).
Initialization sequences with IP 4980 Softphone and 4980 Nomadic VoIP
Initialization sequences (1) between the different modules are indicated in the following figure:

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Starting an audio flow (through an initial Make Call request from the 4980 Softphone client) is indicated by
sequences (2).
The Initialization in progress state takes few seconds then the message disappears. If the message remains,
this indicates a trouble between the Softphone client and the IP gateway. Refer to the following sub-sections to
solve this problem.
3.3.9 Application is running and enters in Initialization in progress

state
Some cases existing, nevertheless check in the Release note if there is no knows issues.
3.3.10 Initialization in progress with 4980 Softphone in Nomadic

mode
4980 Nomadic VoIP is using the H323 protocol and specific filters may have been set on firewalls. Thus, first
action to perform is to check the firewall settings.
Note that H323 is not usually compatible with the Network Address Translation (NAT) and you must use a VPN
tunneling if necessary.
In case you use a proxy check that the proxy authorized the connection.
3.3.11
Port(s) must be opened when using a VPN or a Firewall
End-users with a VPN (Virtual Private Network) connection or behind a Firewall may enter in the Initialization
in progress state because corresponding application ports are not opened.
Refer to the technical documentation under: System Documentation / security / IP Services and Port Numbers
for port numbers that must be opened for Softphone applications.
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Be Careful, it is possible to have more than one Firewall on your computer.

For example if the port 27000 to 27009 are closed, you will never have the login proposed for the thick client.
3.3.12
Checking the VoIP Gateway configuration
The INTIP or GD link may have a problem. Perform first a ping command to the INTIP or GD board to be sure
that the IP board is reachable.
Is the INTIP or GD board really started?
Have IP trunks been declared? (Only for IP nomadic mode)
Is a VLAN managed?
Are IP Phone sets running? (In case of PCMM2 because it is the same protocol)
Can the Microsoft NetMeeting application be used and calls performed? (This will check the H323
aspect for 4980 Nomadic VoIP application)
3.3.13
Checking abers.exe process.
If you have usually the: initialization in progress,

Stop the IP Softphone or IP Web Softphone and check if the process abers still present.
If yes kill it through the Windows Task Manager application and retry to start your application IP Softphone or
IP Web Softphone.
3.3.14
Checking abers and gaelic processes
When closing the IP Web Softphone application, be sure to use the Close button and not the Close box of the
browser:
When closing the application through the browsers Close box, the VoIP processes abers and gaelic will not
be closed. Thus, at the next connection, the application could remain in Initialization in progress state.
If the application has been badly closed, you must manually stop the VoIP processes through the Windows
Task Manager application.
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3.3.15
Checking audio devices
If the following warning message appears:
Is the audio device configured?
What kind of audio device is configured?
Is a full-duplex soundcard used?
To check that, launch 2 recorders: one is recording and the other one is listening an audio file. If an error
message appears, this means that the soundcard is not full duplex.
Sounds and audio devices properties are available through the Windows Start menu, Parameters, Control
Panel. The configuration depend your OS.
Refer to the technical documentation under: Installation on client applications / Softphone Audio Parameters
Configuration.
3.3.16
Checking Nomadic Ghost Z resources
Above warning message mainly occurs if Nomadic Ghost Z sets are not available (because not declared or
busy).
Use the OTS Maintenance console and the menu 20 to check Ghost Z resources (create, if needed, additional
Ghost Z sets on OmniPCX side).
The Ghost Z must not have a alphabetic letter in the number like 1A200.
The Ghost Z must be configure with the correct category number. In fact the Ghost Z must have the maximum
open possibility, because the category takeN in account is the worst, therefore the category of the extension
will be taken in account. (In the T3 traces, you will see the cause of release: out of order)
In case of Multi PABX, it is mandatory to configure ghost Z on each node where you need to use nomadic.
The Ghost Z should not be locked or forwarded. Check on the PABX side by the command: termstat d phone
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N menu 1 and 2.
It could be that the Ghost Z has been blocked on the PABX in this case you have only the PABX reset for
solution. You can check it by calling the ghost Z, and if you have a busy or out of service tone, reset the PABX.
3.3.17 4980 Heavy Client could not connect to server after activating
HTTPS
To resolve the problem under windows XP SP2:
Retrieve and install the last cumulative update for internet explorer:
http://www.microsoft.com/technet/security/Bulletin/MS06-021.mspx
Create the FEATURE_ALLOW_HTTPS_REDIRECT_WITHOUT_REFERRER_KB907301 registry key.
To do this, follow these steps:
1. Click Start, click Run, type regedit, and then click OK.
2. Locate and then click the following registry subkey:
HKEY_LOCAL_MACHINESOFTWAREMicrosoftInternet ExplorerMainFeatureControl
3. On the Edit menu, point to New, and then click Key.
4. Type FEATURE_ALLOW_HTTPS_REDIRECT_WITHOUT_REFERRER_KB907301, and then press ENTER.
5. On the Edit menu, point to New, and then click DWORD Value.
6. Type "*", and then press ENTER.
7. Right-click "*", and then click Modify.
8. Type 1 in the Value data box, and then click OK.
9. Exit Registry Editor.
Install QFE version.
To install the newer Quick Fix Enginering (QFE) version run the attached hotfix with the QFE command line
parameter: WindowsXP-KB916281-x86-DEU.exe /b:SP2QFE

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3.3.18 Wrong https address used from A4980 to access web

Messaging services
In configuration of A4980: change the access to voice mail to "The Web interface". Then when clicking on
voice mail icon on the A4980 desktop Internet explorer starts to open Messaging services web page but it fails.
When checking the URL, it looks like this:
https://ics.alcatel.fr/UnifiedLogin/hello?AlcUserId=16C636164756C6F5B6B657C647F6E60213233343530
213138313733333131343631333&AlcApplicationUrl=https://otuc.wroc.nxo.pl:80/servlet/umc
To be checked:
HTTP port for Unified Login and Application Server Primary: all should be set to 443.
3.3.19
A4980 - Phone cannot put it on hold and get it back with A4980
Check the phone set configuration is correctly set to multi-line.
3.3.20
No dtmf access from 4980
Please see already encountered situations and solutions with DTMF
3.3.21
Routing VLAN problem
Problems:
The Windows configuration makes it possible to inform a gateway by default for each network (VOICE +
DATA)
-> Conflict between gateway voice and data, due to an identical destination (0.0.0.0) and an identical
metric.
-> According to the order of configuration of the interfaces, the last configured interface will determine the
gateway by default the PC. (In our case, always that the voice)
Solution:
-> Keep a gateway by default for the data network (Internet network access, impossible to rout by a road)
-> Indicate a gateway for the voice sub-network (the sub-network must be easily identifiable, example:
10.0.0.0 /8 GW 10.0.0.254). This is possible in DHCP via the option 249 (Microsoft owner), in static
addressing through command line.

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3.3.22 Impossible to connect you to Websoftphone or WebAdmin with

IE
After the restart of the tomcatd service webadmin is working, but websoftphone or homepage doesn't work.
It is also working on Mozilla.
Solution: Restart the tomcatd service and delete cookies and temporary files on IE.

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4 INTELLIGENT RICH PRESENCE

4.1 Presentation
The aim of the Presence in case of Myteamwork ACS server connected to Unified Communication ICS server is
to provide information related to PBX phone status (from ICS to ACS) and IM client status (from ACS to ICS).
This is done by a specific component in the ICS that is called ECS Enhanced Communication Service and done
in Myteamwork by the SIP server called THS.
To activate this presence you must manage on both side the "presence connector" settings.
This is done in Servers/ECS where you define a "service" and an "agent" that must match with the management
into the Myteamwork.
The "service name" must contain the string "presence_publisher" as it is waited by the ACS when the ICS/ECS
will SIP register its presence connector.
The connector start-up is initiated by the ICS (doing a SIP register of the service to Myteamwork) and then the
Myteamwork will subscribe its agent to the ICS.
Warning: The PBX presence can only work if the OXE PBX is well monitored by ICS (The phone number is
known into a user with at least Web telephony that you can check with tsa_maintenance tool).
4.2 What has to be checked if it does not work

1) Check that you find the service name into the active users in Myteamwork admin page /Monitoring/Active
Users
If the user is not into the active users list it mean that the SIP register was not sent by ICS to the correct ACS
(wrong FQDN for ACS server, incorrect DNS resolution,network filtering, wrong service name). Or the ACS did
not take into account the incoming Register (wrong or missing connector management! there must be the
presence license).
2) The PBX phone associated to Myteamwork user Id do not display "on the phone" when busy
The concerned PBX phone has to be provisioned into the user preference of Myteamwork (Monitored phone).
3) If it still does not work, you need to collect the logs of both side servers.
3-a) on ICS you need to look for the ECSout.log under /opt/Alcatel-Lucent/logs/Enhanced Communication
Service/
Do: tail -f ECSout.log to get real time output on a second console (ssh) restart the ECS daemon service ecsd
restart then check that on the log output you got the right FQDN for the Myteamwork server
To see the exchanged messages in ACS, you need to look for the "ths.log" file. It can be retrieved using the
following URLs:
https://ACSfqdn/admin/getlogs to get selected logs for a day date.
https://ACSfqdn/admin/savelogs to retrieve all logs of the server included ths.log
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5 MY INSTANT COMMUNICATOR
5.1.1 Right required for installing and updating product
You don't need to be local administrator on your client computer, but you must be at least POWER USER for all
update and installation.
5.1.2 My Instant Communicator on PC

Requirement: the .NET framework 2.0 has to be present.
A new module has to be installed: it is the Gaelic light client for VOIP.
For detailed installation procedure, consult document: Client Installation Manual
For MyIC user guide on desktop, consult user guide: User Guide MyIC Desktop
5.1.3 My Instant Communicator on IP Touch: Homepage

5.1.4 Administration
5.1.4.1 ICS WebAdmin
Presentation Server
On ICS WebAdmin, in Presentation Server service, create a new entry with a new index and new identifier =
MY_H.
The URL Registration is similar to other IP Touch applications:
http://<icsfqdn>/mpcnoe/homepage
Set the Registration URL param with action=Register as usual. Set the Notification Scan Period to 60. The
others parameters must be kept as default
For detailed administration procedure, consult document: Administration Manual
User's profile
On ICS WebAdmin go to the user service and edit his profile. You have to add the My Instant Communicator
right for IP Touch applications.

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5.1.4.2 OmniPCX Enterprise administration

IMPORTANT:
IMPORTANT You have to restrict the IP Touch homepage application only to ICS users with the My Instant
Communicator right.
In mgr, go to Alcatel-Lucent 8&9 Series=>Series 8&9 classes of service=>COS applications to define a list of
applications (call handling or prs) for the category number you choose.
Then go to Users=>go down hierarchy=>8&9 Series Parameters=>Consult/Modify. Enter the phone
number of an ICS user and fill in the field Application COS with the category number for which you defined
previously a list of applications. Set also the homepage application as default tab:
tab set Default Home Page field
to Home Appli then enter MY_H.
5.1.5 Application initialization

When the application starts (at the system startup or when tomcat restarts) it gets the list of ICS users with My
Instant Communicator right, gets the information (voicemails, callbacks, ) on these users through API
Framework and publishes the homepage (through SOAP notification to PRS) in order to display the new tab on
users IP Touch sets.
Please note:
When PRS restarts, all notifications (homepage app tab) are republished i.e the homepage tab is
refreshed on all IP Touch set.
When tomcat restarts, the application is initialized completely (see before for actions done)
a resynchronization is done daily where all information are got and homepage tab refreshed
In order to rere-initialize manually the application (rebuild all homepage tab for appropriated users) you can
restart tomcat OR just force tomcat to reload the application. To do this, open console on ICS server by
logging as root then go to directory $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF and type "touch
web.xml" in command line.
5.1.6 Advanced configuration

5.1.6.1 Resynchronization
A daily resynchronization of all event/message number is done for each user. In this synchronization the users
list with associated rights is also checked and eventually updated. A re-subscription to Event Server is also
done one hour later.
The synchronization time is set in homepage.properties file located in

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$ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/classes/resources
By filling the synchro_hour and synchro_minute values. By default, it is done at 01:00 (AM).
Note: you can always do a manual resynchronization by restarting the application. To do this just do a
touch (Linux command) on file web.xml in $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF
5.1.6.2 Mode
Three modes of homepage configuration are available:
Dynamic: dynamic homepage (with events handled through Event Server) = default mode
Static: static homepage without information on events/messages number
Info: to display an information message to all users
This mode must be set in homepage.properties file and application must be restarted (restart tomcatd for
example).
NB: only the dynamic one will be provided to the customer (except in case of problem with Event Server or
explicit configuration in properties file). The other modes are no more supported now.
5.1.7 My Instant Communicator on IP Touch: Receive Instant Message

5.1.7.1 Administration
ICS WebAdmin
Presentation Server
On ICS WebAdmin add the new application noereceiveim in Presentation Server service. To do this create a
new entry with a new index and new identifier "MY_I"
The URL Registration is similar to other IP Touch applications :
http://<ICS fqdn>/noereceiveim/receiveim
Set the Registration URL param with action=Register as usual.

Set the Notification Scan Period to 60.
The others parameters must be kept as default.
User's profile
On ICS WebAdmin go to the user service and edit his profile. You have to add the MyInstantCommunicator
right and MyTeamwork right for IP Touch applications.

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OmniPCX Enterprise administration
IMPORTANT:You
have to restrict the noereceiveim application to ICS users as for the other ICS applications
IMPORTANT
on IP Touch.
In mgr, go to Alcatel-Lucent 8&9 Series=>Series 8&9 classes of service=>COS applications to define a list of
applications (call handling or prs) for the category number you choose.
Then go to Users=>Go down hierarchy=>8&9 Series Parameters=>Consult/Modify . Enter the phone
number of an ICS user and fill in the field Application COS with the category number for which you defined
previously a list of applications.
5.1.8 Properties file

The receiveim.properties contains several parameters. This file must not be changed except for debug purpose
or to change some behavior.
This file is located in the $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/classes/resources
5.1.9 ICS WebAdmin

5.1.9.1 PRS configuration
Add the noeteamwork in PRS configuration:
Log in the ICS administration tool and access the PRS configuration (in 'service' menu choose Presentation
server).
Create a new application with the following parameters:
Id: "MY_T"
URL registration: http://<ICSfqdn>/noeteamwork/myteamwork
Registration URL param: action=Register Notification Scan Period: 300 The others parameters must be kept as
default.

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ECS/ACS services parameters
Configure ecs service as shown in the screenshot

Create the acs server in Solution server(s) list.
IMPORTANT:
IMPORTANT in $ECC_HOME/Enhanced_Communication_Service, edit ecs.properties file. Check that you
have #acs.present=disabled
In order configuration is taken into account, restart ecsd service on ICS server and ths service on ACS server.

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5.2 Trace elements

5.2.1 Setup log on MyIC
Execute the command "%appdata%/alcatel/mpc" (this corresponds to the path C:\Documents and
Settings\USERS\Application Data\alcatel\mpc).
Edit the file log4net.xml in a Text editor, modify the line 34, value <level value="OFF" /> must be set to
<level value="DEBUG" />
Save the file and restart MyIC.
5.2.2 Get log file

Execute the command "%tmp%\Alcatel-Lucent\MPC" (this corresponds to the path C:\Documents and
Settings\USERS\Local Settings\Temp\Alcatel-Lucent\MPC).
The MyIC logs are in the file mpc.log.
5.2.3 Stop log on MyIC

Edit the file log4net.xml in a Text editor, modify the line 34, value <level value="DEBUG" /> must be set to
<level value="OFF" />

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5.2.4 Tracing of MyICService process/service

Go to control panel and administrative tools or task manager in Windows 7 and services
When trace will be activated as above then look for a file _MyICService.txt under c:\
and open it with Wordpad or other text editor.
Youll find the following:
Service launched
C:\Windows\TEMP\ (path to look for log4service.log file)
C:\Windows\system32\config\systemprofile\AppData\Roaming (path to look for log4service.xml file)
Now you go in the directory where the service.xml file is and open it:
Your must be administrator of your PC or in the domain
After you reproduced the issue, look for service.log file in directory defined in _MYICService.txt above.
Default is c:\Windows\temp

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5.2.5 VOIP Traces on MyIC

Edit the file log4net.xml in a Text editor, modify the line 34, value <level value="OFF" /> must be set to
<level value="DEBUG" />
Get log file:
Execute the command "%tmp%\Alcatel-Lucent\MPC" (this corresponds to the path C:\Documents and
Settings\USERS\Local Settings\Temp\Alcatel-Lucent\MPC).
Zip folder MPC and send it to technical expert
5.2.6 Gaelic traces

For MyICPC you must copy the pcmm.cfg on the directory: C:\Program Files\Alcatel-Lucent\My Instant
Communicator\Gaelic and restart your MYIC.
The files traces.log and abers.log will be available after the test on the same directory: C:\Program
Files\Alcatel-Lucent\My Instant Communicator\Gaelic
5.2.7 Complement of traces for the Teamwork part

Create ewch-log.reg file with following content:
[HKEY_CURRENT_USER\Software\eDial]
[HKEY_CURRENT_USER\Software\eDial\WebConsole]
"LogPath"="C:\\ewchost.log"
"LogWindowMsg"=dword:00000001
Create ewch-unlog.reg file with following content:
[HKEY_CURRENT_USER\Software\eDial]
[HKEY_CURRENT_USER\Software\eDial\WebConsole]
"LogPath"=""
"LogWindowMsg"=dword:00000000
If you are experiencing issues with Teamwork features, in particular issues with connection to the Teamwork
server (contacts not available), please setup the following Teamwork (ewchost) traces in addition to the My IC
traces:
1- Click on file ewch-log.reg . This will setup the Teamwork part traces.
2- Reproduce the issue (if possible!)
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3- Get the file ewchost.log in C:\ directory

To stop the Teamwork traces:
4- Stop My IC
5- Click on file ewch-unlog.reg
6- Restart My IC
5.2.8 My Instant Communicator on IP Touch: Homepage

5.2.8.1 Traces
Traces can be set in traces.xml in $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/classes/traces.xml set
value to DBEUG
Traces are located as usual for applications on IP Touch in traces.log file stored in
$ECC_HOME/logs/Tomcat/noehomepage directory.
Traces can be activated via Log4j Level Traces Management through the following URL:
http://<icsfqdn>/mpcnoe/Log4jAdmin
5.2.8.2 Info/Debug
A) To have some information on IP Touch homepage application, you can use the following url:
http://<icsfqdn>/mpcnoe
Then you will see following menu :
Registration... => send register command and display result
Configuration... => send register command and display result
Notify... => send notify command and display result
Properties... => see property file and debug information
All Infos... => see information on sessions, loads and stats
If all these options are available => only Properties ... and All Infos ... can be used
B) To have some debug information on IP Touch homepage application, you can use following URL:
http://<icsfqdn>/mpcnoe/homepage?action=Dump
Then you will see the users list with homepage and some information on users displayed in the homepage tab.

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5.2.8.3 Teamwork on IP Touch

Traces are available at the following locations: $ECC_HOME/logs/tomcat/noeteamwork/traces.log

5.3.1 No access to homepage nor the other PRS application on IP Touch
set
If you classes of services 8&9 are correctly configured, but you do not have access to the homepage nor the
other PRS applications on the IPTouch set, you can restart the pserverd service on the ICS side.
5.3.2 No access to homepage but the other PRS application on IP Touch

set
If you do not have access to the homepage but the other PRS applications link is present on the IP Touchs set,
you can reset noehomepage on the ICS side. This can be done with the following command:
touch $ECC_HOME/Tomcat/webapps/mpcnoe/WEB-INF/web.xml
5.3.3 MyIC QoS configuration

For Qos configuration see chapter telephony services application.
5.4 MyIC SIP

5.4.1 MyIC
For MyIC SIP there is:
Icommunicator.exe
The MyIc core software
Abers.exe
The RTP stack software in charge of the RTP steam: voice and video
ecwhost.exe
The ACS client to provide the MyTeamWork Box (Presence/buddy list/chat/sharing)
MyICService.exe
The plug-in for outlook connection

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5.4.2 To setup logs for MyIC or abers

Locate on PC in %appdata% or Documents and Settings\USER\Application Data\Alcatel\MPC files :
log4net.xml
Set level value from info to debug
<root>

<level value="debug" />
<appender-ref ref="MyICAppender" />
<appender-ref ref="Console" />
</root>
That generate logs located
%tmp%
or
x:\Documents and Settings\USER1\Localseting\tmp\ Alcatel-Lucent\MPC
ua.cnf
ConfigFilePath(ua.cnf) D:\Documents and Settings\PEYREBE1\Application Data\Alcatel\MPC
Set TraceLevel from none to ALL
Current verbosity
TraceLevel none
5.4.3 To setup log for ecwhost

HKEY_CURRENT_USER\Software\eDial\WebConsole
Set Logpath example bellow: D:\temp\Ice\ewchost\ewchost.log
5.4.4 Already encountered situations and solutions

5.4.4.1 MyIC start, login but the sip device stay Qos
Symptom: no register for the device in SIPServer
Check: configuration file: DNS
5.4.4.2 MyIC MTW has no video

Symptom: when a call is established, by pressing the video option of MTW box, the video does not start
Check that Internet Explorer has no proxy set and test
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5.4.4.3 MyIC does not start after login

MyICSIP did not start on port 5060
INTERNAL SIP ERROR when dialing
In %tmp%/Alcatel Lucent/MPC/SIPPhonelogtrace.txt
2010-12-29 08:49:43:575
2010-12-29 08:49:43:575
2010-12-29 08:49:43:575 STACK SIP VERSION 4.1.001.019
2010-12-29 08:49:43:575 SIPUA VERSION 1.3.002.004
2010-12-29 08:49:43:575
2010-12-29 08:49:43:577 udp_open socket(port:0,async:0) fd:2940
2010-12-29 08:49:43:578 udp_open client bind Async:0
2010-12-29 08:49:43:579 [SipSoftphoneMngData::initMngData]- Thread = 2728
2010-12-29 08:49:43:581 [CSipSoftPhone::initStack] SIPThreadId = 2728 sipstack is starting...
2010-12-29 08:49:43:581 [CTransport::CTransport] Init OK m_interp=61207528
2010-12-29 08:49:43:581 Tcl_OpenUdpServerPort= 5060
2010-12-29 08:49:43:582 udp_open socket(port:5060,async:0) fd:2940
2010-12-29 08:49:43:582 udp - server bind errno: 9
==========================>>>> Strange, nothing on 5060 in netstat,
firewall desactivate
2010-12-29 08:49:43:583 Tcl_OpenUdpServer
Check: change the local SIP port from 5060 to 5160
5.4.4.4 MyIC does not process the call

Symptom: when running a conference the call is not process
Check : the of the UDP message must not be more that 8Mbytes
Check the SIP message with Wireshark, in particular the SDP codec negotiated
5.4.4.5 MyIC no Open My Contact display

Symptom: the Open My Contact is grey
Check: remove the IE proxy
Check the adobe flash player activeX ed10 and adobe flash player plug-in ed10 is installed

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6 MESSAGING SERVICES APPLICATION

6.1.1 Check SMTP and Exchange server
A) To check the SMTP server
Telnet <SMTP server IP address> 25 <enter>
mail from:olaf.hote@<domainName> <enter>
rcpt to:tim.bale@<domainName> <enter>
data <enter>
subject: Hello Tim ! <Enter>
this is the body of my email <enter>
this is the second line of the body of my email <enter>
. <Enter>
/* the email has been sent to the destination mail box */
6.2 Exchange Server 2007 configuration

For exchange 2007 configuration and troubleshooting element please refer to the last edition of TC1344
6.3 Trace elements

6.3.1 VoiceApplications Traces
To setup the traces, you should log on PC client; connect to the homepage, then: connect to
http://<ICS>/VoiceApplications/Log4jAdmin.
Select the following Class Names and set level: DEBUG then click on set option:
com.alcatel.ecc DEBUG
com.alcatel.phileas DEBUG
Reproduce the issue

When situation has been reproduced, you can get the trace file "traces.log" on the ICS server, located in
"$ECC_HOME/logs/tomcat/VoiceApplications"
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6.3.2 IMS traces

Trace activation is done with the command (should be executed when logged as htuser)
$ECC_HOME/Integrated_Messaging_Service/imstrace.sh localhost ims_port on
Then get messages on web interface
Trace file is located on: $ECC_HOME/logs/integrated_messaging_service and is named traces.log.
To stop the trace the command is the following:
$ECC_HOME/Integrated_Messaging_Service/imstrace.sh localhost ims_port off
6.3.3 SMTP/Javamail traces

Traces activation
http://<ICSfqdn>/VoiceApplications/UserCacheServlet?debugSMTP=true
Traces inactivation
http://<ICSfqdn>/VoiceApplications/UserCacheServlet?debugSMTP=false
The trace will be added $ECC_HOME/logs/tomcat/catalina.start.log

6.4.1 Cannot listen to voice mail messages in external phone set
The checks have to be done on the PBX, there are the followings:
Public network COS configured to UM and PPR
Connection COS configured to UM and PPR
Connection category associated to SIP trunk group.
Check timer 310 from trunk COS associated to SIP trunk is correctly set to 1100
6.4.2 Connection problem to 4635 voice mail system

When having connection problem with 4635, the following item should be checked:
IMAP 4635: internal or external
Applications: 240, 241 and 253 should be configured in the voice mail system
4635 Version
Traces to be done:
On ICS side: IMS traces
On A4635 side: 4635 Traces
Various informations regarding A4635:
SMT: System Manager Terminal: management terminal for 4635 (default password 55555 or 2222 if system
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is having 4 digits)
Telnet on Linux A4635: mtcl (passwd mtcl) root (passwd junior)
IMAP problem (access to mailbox content is not possible) check via SMT if in users class of service (menu 7,
2nd screen) the Messaging services parameter is set to Yes.
In the mgr command the default users class of service is set to 10 for an A4635, so check the COS 10 on
A4635.
Disable / enable the internal IMAP server (menu 17/5 change from Y to N then from N to Y)
A4635 reset: from the SMT menu 13/1/2 or rstcpl on VPU5 or VPM35 board (It is better from SMT)
A 4635 status: command "vmail" on PBX (link status and stat on each access have to be OK)
When PPR does not work: check IVR box number (menu 9/1) with the number stored in the file
/etc/a4635/vmmcd.conf on Linux side (by default the number is 1234 in the file)
Extract from /etc/a4635/vmmcd.conf file:
View from SMT menu 9/1:

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6.4.3 Not possible to record a voice message in a mailbox if not known

by ICS server
A record voice message from an unknown ICS user uses the eMail address configured in the webAdmin ->
Configuration -> Global Param (system administrator name for the display name, and administrator email for
eMail address).
Depending on mail server policy, a message coming from an unknown user could be rejected. So, check the
webAdmin configuration regarding mail server policy in order to accept voice message recorded by unknown
users.
This could be also linked to SMTP Exchange connector configuration:
check connections, mailRelay...
6.4.4 Messaging services: IM -> Voicemail internal error (server error)

For this error, check Voice Mail configuration (IM): is http/imap address or name correct?
6.4.5 Messaging services voicemail break out

When a caller reaches a mailbox (example 474) and 0 is press by caller to be transferred to an operator the
call is transferred but there is no voice set up. The call is delivered to sw/bd but when answer there is no
transmission.
Solution: This could be linked to a wrong PBX configuration: a DPNSS prefix has to be managed in the node. If
no DPNSS prefix is managed, we do not have path replacement, so with SIP no audio.
6.4.6 UM with plug-in
6.4.6.1 TUI Messaging services delay with Exchange

When a user logs into her/his mailbox:
1- There is a first count of the messages on Exchange side (through the plug-in), to give the number of non
read/read messages. This count has been optimized on ICS side.
After that:
2- A second count is performed to get the message type (how many voice, email, fax messages) and a list of
the message headers is fetched from Exchange database.
The response time of these two operations is completely Exchange dependant and in particular of the number
of the messages in the mailbox.
If the messages are in the Exchange cache then the response time is improved, but we have no control on it.
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This response time cannot be optimized, as it depends on the response time of Exchange database that
depends itself of the number of messages in the mailbox.
3- Once you have the list of messages then the access to the vocal content of the message was also optimized
through the use of a "cache" mechanism of the vocal content on the ICS application server.
The vocal content is cached if it was built through the TUI, i.e., if it went through the ICS server.
If the message was sent from Outlook, then it is not cached
But there are not "quantitative" rules for the number of the messages on the mailbox.
What we can be said "qualitatively" is that the number of messages in the user's mailbox should not exceed
1500 - 2000 messages to have reasonable response time.
Also, there are other factors like the total mailbox size, which increases the Exchange database queries and
the number of user's contacts that increases plug-in processing and mail server load.
Finally, if the customer is not interested in E-mail reading trough the TUI, they could activate the TUI "voice
mail only" mode.
6.4.6.2 Register user in ICS:

As alcumreg.sh disappeared because it was a nextenso tool, the new tool to be used is the following.
Connect as root on your ics server.
Go to masc home directory :

cd /opt/Alcatel-Lucent/Mail_Access_Service_Component/
For help type :
java -cp ./masc.jar com.alcatel.ecc.masc.management.tools.registration.Main -h

Result=>
Usage: java -jar Registration.jar [-a,--address dta_address]
[-p,--port dta_port]
[{-s,--servers}]
[{-u,--users}]
[{-S,--userservers user_login}]
[{-U,--serverusers server_ip/hostname}]
[{-d,--details}]
[{-r --register user_email mailserver_ip/hostname}]
[{-R --unregister user_email mailserver_ip/hostname}]
WARNING: register and unregister arguments MUST be the last one on the command line, any other
argument after one of them won't be interpretated

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To list users available on DTA 172.25.35.81 ( ics server address ) with dta port = 5009 type :
java -cp ./masc.jar com.alcatel.ecc.masc.management.tools.registration.Main -a

172.25.35.81 -p 5009 -u
Result=>
Connecting to: 172.25.35.81:5009
------- ALL USERS KNOWN ------pascaln.testn
: pascaln.testn@e2k7.tss
: e2k7_pyv_33-175
To list all the UM mail servers known by this dta, type :

172.25.35.81 -p 5009 -s
Result=>
Connecting to: 172.25.35.81:5009
------- ALL SERVERS KNOWN ------Mail System Sn
: e2k7_WS
Mail Server Name
: e2k7_pyv_33-175__a7dacf50ab30b5c8(e2k7_pyv_33-175)
Mail Server IP
: e2k7dns(172.25.33.175)
Mail System Sn
: e2k3
Mail Server Name
: E2K3__786712d62aa245c4(E2K3)
Mail Server IP
: vm9s8(172.25.35.89)
Mail System Sn
: exch2k10
Mail Server Name
: exchange2010__6014091a9d29b62(exchange2010)
Mail Server IP
: exch2k10(172.25.35.87)
To register user pascaln.testn type :

172.25.35.81 -p 5009 -r pascaln.testn@e2k7.tss 172.25.33.175
Result=>
Connecting to: 172.25.35.81:5009
Registering user with arguments: pascaln.testn@e2k7.tss pascaln.testn 172.25.33.175
8012
Registration status : No error occured

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6.4.6.3 User registrations fails on Exchange

After exchange plug-in installation with the correct access rights configured for the service account
NXMbxManager as described in the installation documentation, if the UM user creation fails in the ICS
webadmin page, check the following error(s) in the NxNotifService log file in the directory
Windows\System32\Nxlogs:
10:35:10 AM :[17632] CALLED
NotifPluginImpl: registerUser(): timmoore
10:35:10 AM :[17632] *** ERROR *** a COM error occurred in NotifPluginImpl addEventSynks
Code: d000005f
Message: Unknown error 0xD000005F
Source: Provider
Description: (null)
Solution to this issue:
The solution is described in Microsoft knowledge base article KB905805
http://support.microsoft.com/kb/905805/en-us :
CAUSE
this issue may occur if a user account in the forest has the ANONYMOUS LOGON group set as the associated
external account.
RESOLUTION
Run a Lightweight Directory Access Protocol (LDAP) query to locate which user accounts have the
ANONYMOUS LOGON group set as their associated external accounts. To do this, follow these steps:
Click Start; click Run, type Ldp.exe, and then click OK.
Click Connection, and then click Connect.
Type the name of a global catalog in the Server box, type 3268 in the Port box, and then click OK.
Click Connection, and then click Bind.
Type the administrator name, the password, and the domain name. Then, click OK.
On the Browse menu, click Search.
In the Filter box, type
(&(|(msExchMasterAccountSid=\01\01\00\00\00\00\00\05\07\00\00\00)(objectSID=\01\01\00\00\00\00
\00\05\07\00\00\00))(!(objectClass=foreignSecurityPrincipal))), and then click Run.
The query should return zero entries. If the query returns any entries, follow these steps for each entry returned.
Use the Active Directory Users and Computers snap-in to open the user's properties.
On the Exchange Advanced tab, click Mailbox Rights.
Locate the ANONYMOUS LOGON group, and then click to clear the Full Mailbox Access and Associated
external account check boxes. Then, click OK.

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These two properties are not immediately taken into account by the server, it is advised to restart the Exchange
Server.
After the restart of Exchange Server, try to perform again the provisioning of the user through ICS Admin.
If the problem still occurs and as per Microsofts knowledge base article KB895239
http://support.microsoft.com/kb/895239/en-us
Re-register the 4 plug-in dlls.
To do this:
Open cmd windows
Run commands
regsvr32 EccSync.dll
regsvr32 EsFormatSync.dll
regsvr32 MWIAsyncEvent.dll
regsvr32 NOSAsync.dll
There should be a messaging windows showing that the .dll is registered.

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7 Message Waiting Indicator (MWI) FEATURE

7.1 MWI principle
Notification is initiated by voice message arrival in the user mailbox. We need in a first time the class of
message is correctly configured in the message. The agents detect this message and generate a MWI request.
This request is interpreted by the Tomcat Admin.
Outlook Extensions: are used on MWI cancellation. The voice message consultation within Outlook or OWA
does not raise an event on the Exchange side. One task of the extensions is to synchronize the MWI with the
current status of the messages.
Note: MWI feature is not working with Exchange 2007, as we just have IMAP4 integration.
Notes / PlugPlug-in: is used for MWI On/Off in Domino context.
Application Server: on application server, the notification requests are interpreted by Tomcat Admin.
Check media server is correctly configured in all config.properties files from application server. These files
are located in $ECC_HOME/Application_Server/etc/server/@IP/
Media Server: the exchange with application server is managed by the embedded web server: httpd (port
8015), it converts the HTML request to SIP request.
To check the correct web server functioning: service httpd status.
TUI: when user is accessing voice messages via TUI, a status refresh of the MWI notification is done.

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7.2 MWI software architecture
On action about new voice mails (creation, read, deletion), E2007 server notifies the mail client by its
proprietary link (1) and notifies the UC system through the notification WS implementation done inside the
cnt2007 (2) (a notification URL is instantiated on ICS system). Cnt2007 transforms E2007 notification into ICS
events sent to EVS (3). MyMessaging Application (inside voice pp servlet) receives this event (because it has
subscribed) (4). So it sends an event to the MASC (5), treated by the MWI synchronization function of this
component. The MASC requests the MS to send a SIP notify to the set (7). This MWI notification is sent in SIP to
the SIP gateway and treats by the call handling.
7.3 General information on ICS Exchange Plug-in

The Exchange Plug-in are composed of:
1. The services: NxMailService, NxNotifService, NxPimService
These services are directly in relationship with the ICs Application Server. They provides an interface on the
user mailbox, to the Web Applications and MEVO UM. These services must run with Local System Account
rights.
They record logs in the folder C:%windir%\system32\NxLogs.
Normally these services are started in Automatic mode, in this configuration they starts with their default
options.
It is possible to enter parameters before starting the service.
Start Parameter input is available in the properties of the service in the services administration window.
Options of the services :
-n <queue_size> : indicates the service's queue length for incoming requests (default 100)
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-m <max_thread> : the maximum number of concurrent threads (default is unlimited)

-p <port_number> : indicates the port on which the service listens to requests (8012 NxMailService, 8013
NxNotifService, 8014 NxPimService)
-s <packetSize> : indicates the size of the packet sent on the stream (default 1024)
-dl <interval> : interval in days between two backup of the log files
-sl <size> : maximum size in bytes for a log file
-hl HH:MM : hour of backup for a log file
-v : verbose mode (may alter performance)
By default a rotation on log files is performed each day at 0:00H.
The service NxNotifService performs the rotation on the Component Services log files
In <InstallDir>\Alcatel-Lucent\ExchangePlugin\log
Starting with v option is interesting in case of problem in order to provide debug logs to Alcatel-Lucent
Support.
Note: if a service is in automatic mode and if you start manually a service with options, it will restart with its
default options at the next restart.
Note: the services work only on local Exchange server (take care in case of multi-store and multi-servers
configurations)
2. The Components services (also named Exchange event sinks)
There are 4 component services: EccSync, EsFormatSync, MWIAsyncEvent, NOSAsync. These components are
registered in the mailbox of the ICS users each time a user is created by Admin Web Application, it is the
NxNotifService which actually perform the event sink registration in the user mailbox, this can be checked in
analyzing the NxNotifService log file.
These components are events which starts each time a mail is posted in a mailbox, they analyze the mail and
tags the voicemails, perform MWI led ignition or extinction and manage Notifications.
They need to be executed in a privilege account with send as, receive as rights on mailboxes. As described in
installation guide it can be necessary to create the nxmbxmanager account.
These components use default options entered at installation time.
The options are defined in the registry in the
HKEY_LOCAL_MACHINE\SOFTWARE\Nextenso\VoiceMessaging\Version1 Key.
Mainly For Exchange 2000, because On Exchange 2003 a component service can be disabled individually by
Component Services Window.
EccSyncEnabled Yes/No (default Yes)
EsFormatSyncEnabled Yes/No (default Yes)
MWIAsyncEventEnabled Yes/No (default Yes)
NOSASyncEnabled Yes/No (default Yes)
MWISendNbVoiceMessagesEnabled for internal use only
HTS_HOME_FullPath for internal use only
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VoiceMessagingRelPath for internal use only

RetrieNb number of retries on mailbox access (default 1)
TimerRetries delay between two tries (default 3 seconds)
PerformErrorLogging add error logs in log files (default 1 = True, 0 = False)
PerformFileLogging add debug information in log files ( default 0 = False, 1 = True), can fulfill a disk, must
be used only for debug purpose and reset after.
RetrieveEccSenderIdInContacts if ICS information on a mail is not present, a search on user contacts is
performed (default Yes), can degrade performance with great lists of contacts.
Note: The event sinks work only on local Exchange server (take care in case of multi-store and multi-servers
configurations)
When COM+ components do not start with error error code 8000401A check user name and password
used for components start.
User login should be userName@domaineLogin or domaineLogin\userName
User is correctly created in the domaineLogin
User password is correct
3. Installation of new version of plug-in
It is recommended to stop component services, to uninstall/install new version and
to restart component services.
Known problems
Sometimes problem occurs on event sinks with Microsoft dll EXODBPRX.DLL.
Follow the article http://support.microsoft.com/kb/303132/en-us to resolve the problem
1 Please follow the procedure described in the article: http://support.microsoft.com/kb/303132/enus. This procedure is really straight forwarded but need, of course, to be plan as it required a temporary stop
of the Exchange information store.
2 Once the procedure has be applied, please shutdown the COM+ application associated with the
Event Sink.
Launch the Component Services MMC (via dcomcnfg)
Navigate to the COM+ Applications part
Right click on the proper application associated to the Event Sink and choose Shut Down

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3 At last, please try to trigger the Event Sink by using the voice mail system and check if its now
working as expected.

7.4.1 Notification tests
7.4.1.1 Test MWI from Media Server
http://<icsfqdn>:8015/notif allows simulation of MWI HTML request conversion to SIP request.

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CALLER: contains Unified Messaging SIP service

DESTINATION: contains qmcdus set to be notified.
Notification Body: Contains:
Either:
Messages-Waiting: yes
Voicemail: X/Y
or:
Messages-Waiting: no
7.4.1.2 PBX checks

Check the PBX settings for /class of service/Phone features class of Service for users having wrong MWI
behavior, and check parameters: "Voice mail access" and "Recording conversation". They should be set to 1.
7.4.1.3 Exchange checks

The MWIFile.nxf object is mandatory for MWI correct functioning. The presence of this object can be checked
with the NxMbxManager rights with the following tools:
C:\Program Files\Alcatel-Lucent\ExchangePlugin\MWIProfile.exe on the Exchange server where the plug-in is
installed as follow:
C:\Program Files\Alcatel-Lucent\ExchangePlugin>MWIProfile.exe
MWIProfile v2.01 usage:
MWIProfile.exe -u <userName> -d <domainName> [options]
Possible options are:
url <MWI_notif_servlet_URL>: sets the MWI notification URL.
uid <User id>: sets the userId field with the Nextenso's userId.
ae: adds the event sinks listener to the user's mailbox.

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re: removes the event sinks listener from the user's mailbox.
del: deletes the profile document. Overrides the '-mwi', '-url' and '-uid' options.
If no option is provided, the MWI profile document of the user is displayed
Example:
C:\Program Files\Nextenso\ExchangePlugin>MWIProfile.exe -u mop1 -d
revision3.otuc-tss.comConnection to
file://./backofficestorage/revision3.otuc-tss.com/MBX/mop1 opened.Content
of the MWI Filter:-------------------------NotifURL:http://m1s4.s4.tss:8082/servlet/MWIAction?invoke=mwiaction:MWIset
OnOff'''UserId:1050'''
7.5 Trace elements

In order to troubleshooting MWI feature, it is necessary to setup several traces.
7.5.1 On OmniPCX Enterprise system (traces should be done one after

the other, i.e., 4 voice message recording) SIP traces
To have all sip information
1/
actdbg all=off sip=on abcf=on fct=on
tuner all=off cpl cpu at hybrid=on
mtracer a
2/
actdbg all=off sip=on rtp=on cnx=on
tuner all=off cpl cpu at hybrid=on
mtracer a
3/
motortrace 3 (0 : to stop traces)
traced
4/
tuner all=off cpu cpl at hybrid=on
actdbg all=off sip=on mevo=on abcf=on
mtracer a
7.5.2 On OmniPCX Enterprise system - t3 traces

Type "t3" on ABC trunk PBX Gateway: when PBX Gateway receives the NOTIFY SIP message, it forwards it to
T2 ABC trunk.

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7.5.3 Log voice application service

Connect to http://icsfqdn/VoiceApplications/Log4jAdmin as shown bellow
Set traces on:

com.alcatel.ecc level debug
com.alcatel.common.mwi level debug
com.alcatel.phineas level debug
7.5.4 Log Masc service

To set traces on Masc services, modify the file traces.xml in $ECC_HOME/Mail_Access_Service_Component/
In this file set trace level to DEBUG,
<category name="com.alcatel.ecc.masc" additivity="false"><priority
value="DEBUG"/><appender-ref ref="SIZEROLLING" /><appender-ref
ref="stdout" /> </category>
Restart Mail Access service component daemon:

/etc/init.d/mascd restart

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7.5.5 Log Sip server

To setup log on the SIP server connect to http://icsfqdn:8015 as shown bellow
Go in section Trace management with login: appli password: ecc

Setup traces in SIP Server section with the ALL button as shown bellow
Checks if all traces are well selected, and click on SUBMIT.

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7.5.6 On ICS exchange connector

Stop services, e2k7csd and mascd,
Modify file $ECC_HOME/Exchange_2007_Connector_Server/traces.xml
Set priority value to debug as shown below
<appender-ref ref="DEBUG_FILE" />
</category>
<root>
<priority value ="FATAL" />
</root>
Then start services, e2k7csd and mascd
7.5.7 On Exchange system - plug-in traces

First to do tracing on NXMailServer, the service has to be started with the -v option
Log files are located in
C:%windir%\system32\NxLogs\*.log (traces about "services")
and
C:\Program Files\Alcatel-Lucent\ExchangePlugin\*.log (traces about "Event Sink")
Note: when traces have been done, do not forget to stop them, by restarting the service without the -v
option.
7.5.8 Logzipper
After reproducing the issue, you can save the log on the server by using the logzipper tool.
To use the logzipper tool go in $ECC_HOME/logzipper, the execute ./logzipper.bin
[root@ics Logzipper]# ./Logzipper.binLaunch executable toolInitializing
Launch executable tool...Searching for Java(tm) Virtual
Machine...........Running Launch executable tool...INFO - Creating zip
file...INFO - Zip file created : /root/logs_ics_18-0211_10h57m30s.zip[root@ics Logzipper]#
The zip files generated is in /root, the file name is logs_icsfqdn_date_time.zip.

When open a SR please adds the logzipper file.

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7.6.1 Exchange server with plug-in
7.6.1.1 VoiceMails not marked as voice and MWI not set
Check COM+ components are correctly running
Check also: http://support.microsoft.com/kb/316622

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8 OUTLOOK EXTENSIONS APPLICATION

8.1.1 Control Outlook extensions running or not in Citrix environment
The correction is in fact linked to configuration of environment:
1. Delete/Rename the LoadBehavior value from the HKLM location in registry (used for all users)
(HKEY_LOCAL_MACHINE\Software\Microsoft\Office\Outlook\Addins\MyExtensionsAddIn.Connect)
2. Create a new LoadBehavior DWORD value in the registry user location (HKEY_USERS\user
identifier\Software\Microsoft\Office\Outlook\Addins\MyExtensionsAddIn.Connect) => for example :
HKEY_USERS\S-1-5-21-1220945662-796845957-725345543-30765
\Software\Microsoft\Office\Outlook\Addins\MyExtensionsAddIn.Connect
Set this value to 3
8.1.2 Check the canonical transformation for extensions

This canonical transformation for extensions check can be done as follow - requests from an Internet Explorer
browser:
1. http://your_server/wsp_outlook_coupling/OutlookUserLogon?method=logon
then on the prompt, enter a valid username & password.
2.
http://your_server/wsp_outlook_coupling/OutlookDispRTC?method=getCanonical&number=+<Coun
tryCode> (<AreaCode>) 12345678
In Internet Explore window, you can see in what way the server is translating the canonical number to a dial
able number.
Look if you consider the dial able number as valid (you can try it directly on a phone set).
You can then send the 2nd request, many times with just modification of =+<CountryCode> (<AreaCode>)
12345678 by another canonical number.
Again, this request should provide a well dial able number according to the case description.
8.1.3 Command to start extension installation in a verbose mode

msiexec /i Alcatel_ICS_Client_Extensions.msi /L*v <trace_Full_name, for instance C: mpextensions.log>
TRACE="True"

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8.2 Trace element
8.2.1 Set trace according to the context

This chapter describes every trace that can be needed according to the error type.
Depending on the case, some of these traces are not mandatory (server side traces can be wanted in a second
time).
For a Messaging services PPR (play, records, etc ...) problem
Client side: MyAccess.log + Altracer
Server side: traces.log of Messaging services web application (tomcatd)
And
For a call sender problem if user has also Telephony services rights: websoftphone.log + Altracer +
mapiextension.log
For a call sender problem if user has only Messaging services rights: Altracer + MyAccess.log +
mapiextension.log
For Telephony services problem
Client side: websoftphone.log + Altracer
Server side: traces.log of wsp_outlook_coupling or wsp_lotus_coupling web application (tomcatd)
And
If problem relevant to call sender feature: websoftphone.log + Altracer + mapiextension.log
If problem relevant to incoming call feature will not found of an existing contact card : websoftphone.log +
Altracer + mapiextension.log
For an extension connection problem

Server side: traces.log of UnifiedLogin web application (tomcatd)
For a lost of customization problem

Server side: traces.log of UnifiedLogin web application (tomcatd)
For a problem in launching websoftphone or One number services

Client side: Altracer
Network: Ethereal traces

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8.2.2 Trace on client PC

This software is used to display Outlook add in and Notes templates and main dll traces (toolbar buttons
interactions, events received from Outlook / Notes and from other extensions components [websofphone.dll /
myaccess.dll / mapiextension.dll]. It is our highest level traces.
It presents for example, the phone numbers and name received in incoming call popup, result of research in
contacts or GAL for this popup.
To activate theses traces:
Stop Outlook (or Notes)
Launch the Altracer executable present in the installation path (usually C:\Program Files\AlcatelLucent\Extensions) (altracer.exe)
Go to menu Trace and check enable trace
Start Outlook (or Notes)
Traces appear in the application interface.

These traces will then be saved in the TEMP environment variable of the current windows user.
Files are named MyExtensionsAddin.xxx.
The best way to do is to clean all previous MyExensionsAddin.xxx files and then to reproduce the
manipulation and get all MyExensionsAddin.xxx files generated.
8.2.3 MyAccess.log (Outlook / Notes)

MyAccess.log is the trace file for the MyAccess.dll.
It will present all low level connection & disconnection trace, all user customization request to the server and all
Messaging services requests.
This file must be present in the TEMP path of the user before reproducing the manipulation.
It is erased at each Outlook start (so save the trace before starting Outlook again).
Note 1: Be careful to create a MyAccess.log and not a MyAccess.log.txt
8.2.4 Websoftphone.log (Outlook only)

websoftphone.log is the trace file for the websoftphone.dll.
It will present all low level traces for Telephony services coupling (telephony request + events [popup on
incoming calls], etc ...).
Note: Be careful to create a websoftphone.log and not a websoftphone.log.txt

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8.2.5 MapiExtension.log (Outlook only)

mapiextension.log is the trace file for the mapiextension.dll.
It will present all low level traces about research in Outlook contacts or in Global address book used by popup
on incoming calls and call sender features.
Note: Be careful to create a mapiextension.log and not a mapiextension.log.txt
8.2.6 UnifiedLogin
To get all server traces for the connection / disconnection and user customization requests.
Put the com.alcatel class name at DEBUG level.
Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/UnifiedLogin/Log4jAdmin to change
dynamically the trace level).
8.2.7 Messaging services

To get all server traces for messaging services requests (PPR).
Put the com.alcatel.ecc.voicemail & com.alcatel.ecc.common.voicemail class names at DEBUG level.
Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/MyMessaging/Log4jAdmin to
change dynamically the trace level).
8.2.8 Telephony services

To get all server traces for Telephony services requests (telephony request + events).
Put the following class names at DEBUG level:
Name = com.alcatel.woti.business
Name = com.alcatel.a4980web.outlook
Name = com.alcatel.common.numbering
Name = com.alcatel.ecc.util
Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/wsp_outlook_coupling/Log4jAdmin
to change dynamically the trace level).
Note: for Lotus Notes coupling, the wsp_outlook_coupling should be replaced by wsp_lotus_coupling.

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8.2.9 One number services

To get all server traces for the connection / disconnection and user customization requests.
Put the com.alcatel class name at DEBUG level.
Use the Log4jAdmin with any known ICS user account (http://<icsfqdn>/MyAssistant/Log4jAdmin to change
dynamically the trace level).
(Remark: if you cannot launch this link go to Annex: Log4jAdmin)
8.2.10
Popup incoming calls problem
To do the traces:
Copy the traces.xml attached file in $ECC_HOME/Tomcat/webapps/wsp_outlook_coupling/WEB-INF/classes
(backup existing one before to be able to restore it after traces done).
Tomcat server should be restarted then traces can be get in
$ECC_HOME/logs/Tomcat/wsp_outlook_coupling.
Also Altracer traces could be helpful on client.

8.3.1 Microsoft Office 2007
Beginning in Exchange Server 2007 and Outlook 2007, Collaboration Data Objects CDO 1.2.1 will no
longer be provided as a part of the install of the product. As a result, there is functionality missing that ICS
Outlook Extension's depend upon.
CDO 1.2.1 is a package providing access to Outlook-compatible objects through a COM-based API.
It can be downloaded on: Microsoft Download Page
8.3.2 Outlook extensions are not available

When starting Outlook extensions, we can have the message Alcatel Omnitouch Unified Communication
extensions are not available.
This could be due to a wrong DNS configuration: ICS server should be declared in the reverse
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8.3.3 Telephony services does not start via outlook extensions

DNS returns machine name with upper case, ICS system is configured with upper case, but when Telephony
services starts it returns machine name with lower case => for outlook extensions it is not considered as the
same machine => reject connection.
Workaround: change DNS configuration to get machine name with lower case or change HOSTS file.
Another possible problem origin: ICS server is not trusted by proxy server.
8.3.4 Telephony services does not work from Outlook/Notes extensions

In fact, if we start the URL in a web browser, it is working correctly but if we click on the Telephony services
button in the Outlook/Notes extensions nothing happen.
We can check behavior is similar if we launch Telephony services application as follow: start menu -> run
then enter the Telephony services URL, then we have an error such as: cannot associate application .
In this case, check a default browser is correctly defined
8.3.5 Outlook extensions start then stop immediately

Please check Internet Explorer browser options settings for Internet temporary files. If allocated space is too
large, we could have the problem, reducing the allocated space could solve the problem.
8.3.6 Toaster not coming

Please check registry database content:
Master value can be equal to:

EXT for extensions client,
A4980 for A4980 client,
NONE for no toaster.

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8.3.7 Certificate error with Telephony services from Outlook Extensions

When Telephony services application is opened from Outlook extensions applications, it opens with server
name instead of alias => that generates certificate error.
In the web admin configuration for service Unified Login => domain alias should be configured instead of
domain server name.
8.3.8 Strange system behavior related to Exchange plug-in

On several systems, we have seen different system behaviors all having the same origin. The different system
behaviors were:
ICS system crashes
MWI not functioning
Random email accesses => sometimes correct, sometimes silence
....
Different checks to do :
plug-in are correctly installed
if Exchange (and plug-in) are running on Windows 2003 server Service Pack 2, with some LAN boards the
following Microsoft workaround could be helpful : http://support.microsoft.com/kb/945977/en-us ( this article
replace KB944011

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9 ONE NUMBER SERVICES APPLICATION

9.1 Trace elements
9.1.1 CRS supervision console
It can be access through the following URL:
http://<ICS>:3128/http/index.html
This feature should be activated as follow, in the $ECC_HOME/Call_Routing_Service/CRS.properties file the
properties CRS.console should be set to yes.
If changed, the CRS service should be restarted: service crsd restart.
This tool is helpful for investigations regarding One number services.
This tab gives you general information about One number services application

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This tab allows you to activate / deactivate call routing system, you can check on the set itself the changes
request via this interface.
This tab shows you the traces for the call routing system.
9.1.2 Increase traces in CRS

Logon on ICS server as htuser
Do a backup of $ECC_HOME/Call_Routing_Service/traces.xml file
Edit the file $ECC_HOME/Call_Routing_Service/traces.xml and set the debug value in the following sections:
priority value='error' ---> priority value='debug'
CATEGORIES
<category name="crs" additivity="false"

class="com.alcatel.crs.logger.CRSLogger"> <priority value="debug" />
<appender-ref ref="logfile" /> <appender-ref ref="stdout" /> </category>
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Restart CRS service

Get the logs files in $ECC_HOME/logs/call_routing_service
To remove traces: Restore initial $ECC_HOME/Call_Routing_Service/traces.xml file and restart CRS service
9.1.3 Traces on PBX

These are the traces to set up on PBX, when we have either forward set via One number services is not
working or SIP problem in call handling :
trc init
tuner km
tuner all=off
tuner clear-traces
tuner +cpu +cpl +at +tr +s
tuner hybrid=on scheduled=on
actdbg all=off fct=on ccdn=on
mtracer a
9.1.4 RSI point cannot be monitored

Check software locks on PBX, we need 313 (the 313 lock allows to create an RSI point) software lock or RSI
bypass 158 (allows also creating an RSI point if we do not have 313 software lock set). The following CSTA
traces can be setup as follow.
First execute the following command:
neqt_log | grep CSTA result: | NEQT_CSTA_FONC | 30837 | |
NEQT_CSTA_FONC_QUERY | 31016 |
On the first line, you get the equipment number for NEQT_CSTA_FONC. This number will be used in the tuner
command later.
Then reset the traces:
tuner all=offactdbg all=off
Then activate the traces:

tuner +at,30837
tuner +xtr,30837
---> Equipment number you got with the first command (in this example: 30837) actdbg cstaall=onmtracer
a
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Then restart OTS to get OTS traces at startup.
9.1.5 One number services problem: one way audio connection

When One number services is doing correctly the connection between the two sets, but one of the set is not
having audio. The following traces can be done on PBX:
actdbg all=off rtp=on cnx=on sip=on abcf=on tuner all=off cpl cpu at
hybrid=on mtracer Ag &
And during the call is established, a represent command can be executed on PBX.

9.2.1 RSI point is not defined on main TSA
This error could be linked to PBX software locks: the RSI point cannot be monitored. In order to check this
topic, the result of cstainfo command on PBX node could be interesting (software locks information via
spadmin: CSTA bypass value - 158).
9.2.2 External forward not working for incoming internal calls

Parameters to check on PBX
Your set is forwarded to One number services application, and the forwarding is configured to do external
calls (for instance calling a GSM). If external calls to this set follow the forward, but not internal calls, the
following parameters have to be checked on PBX:
check the parameter : Phone Feature COS> Local calls follow external forwarding" / "PCX Calls Follow Ext.
forwarding" is set to TRUE for the forwarded set.
Check also categories configuration for different sets used.
9.2.3 One number services does not work => homepage very slow
When this problem occurs the follow checks can be done:
Check OTS / call server configuration. Be careful if we change such parameter, OTS will restart.
Check after that: RSI is correctly working http://<ICSfqdn>:3695/OTSstatus

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If not: restart tsad service, and check Telephony services events are also running correctly.
Check OTS synchronization with PBX is done correctly
Check phone number of user seeing slowness is correctly monitored by OTS.
9.2.4 Crsd service starts then stops immediately

Check the file $ECC_HOME/Call_Routing_Service/CRS.properties content.
If the parameter CRS.display is set to yes, the crsd service starts then stops immediately.
Only the parameter CRS.console could be set to yes.
Error obtained when CRS.display is equal to yes:
[root@otuc1 OmniPCXTSA]# service crsd start
######################################################################
Starting Call Routing Service on 07-09-2007 16:32 ----------------------------------------------------------------------- [ OK ] [root@otuc1
OmniPCXTSA]#
#######################################################################
Starting Call Routing Service on 07-09-2007 16:32 ----------------------------------------------------------------------- 2007-09-07 16:32:21,576
ERROR [main CRS] - (1189146741573) [Init] Unrecovered exception: No X11
DISPLAY variable was set, but this program performed an operation which
requires it. during CRS run java.awt.HeadlessException: No X11 DISPLAY
variable was set, but this program performed an operation which requires
it. at
java.awt.GraphicsEnvironment.checkHeadless(GraphicsEnvironment.java:159)
at java.awt.Window.<init>(Window.java:317) at
java.awt.Frame.<init>(Frame.java:419) at
javax.swing.JFrame.<init>(JFrame.java:194) at
com.alcatel.crs.console.Acte.<init>(Acte.java:60) at
com.alcatel.crs.logger.CRSLogger.displayStart(CRSLogger.java:155) at
com.alcatel.crs.init.StartCRS.runCRS(StartCRS.java:153) at
com.alcatel.crs.init.StartCRS.main(StartCRS.java:230) ----------------------------------------------------------------------- Stopping Call Routing
Service on 07-09-2007 16:32
#######################################################################

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9.2.5 RSI synchronization Issue

9.2.5.1 Symptom:
RSI numbers are not reachable from the main CS
One Number Service cannot been activated (still in Red color)
The csta is not monitored by the Routing Point (RP)

Go to: https://[Ip address of the CS where the RSI has been declared]/csta_mono
Select the link 'monitor page' on the left panel
Select the link 'Client monit' dedicated to the type "CSTA 4980- Ecma II"
Then verify to see if RSI number is linked to a Routing Point (RP)

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RSI configuration file "rsi.cfg" is not present on each OTS

Bad value of the parameter 'Type' in the RSI command
RSI command must be launched on the local Communication Server and not on the remote server
command rsi :
| Numan =
3920|Type = Local|Pfx =
|Name =
ICS RSI|Nulog =
0| | Numan =
6920|Type = Remote|Pfx = Yes|Name =
ICS
RSI|Nulog =
1| | Numan =
1920|Type = Remote|Pfx = Yes|Name =
ICS RSI|Nulog =
2|
Command rsi -d <rsi number>

ex: rsi -d 3920

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+---------------------------------------------------------------------------+ | Address :
3920 | Lognum :
0 | +---------------------------------------------------------------------------+ | Name :
ICS RSI | Type :
Local | Prefix :
|
Node :
4 | +---------------------------------------------------------------------------+ | Exploitation Category :
0 | Connection
Category :
0 | | External Category :
2 |
Taxation Category :
Justified | | Transaction Code Dial. Timer :
100 | Language :
1 | | Hold On Guide Number :
2 | Wrap up Time :
6000 | | Overflow Time Out :
150 | Overflow Address :
| | Cost Center :
255 | Pause Time :
50 | | Entity Number :
0 | Digit nb for Transaction Code:
0 | | Ringing Overflow Address:
| Ringing Overflow Time Out :
150 | | Enable :
FALSE
(0) | Monitor :
T | | Inter Guide :
28 | Local Call Authorization
TRUE | | External Routing Point :
FALSE | Public Reroutage
[F] | | Supervised transfer
[T] | Application Type :
eCC | | Business Code :
0 | Wait Before ALERT :
FALSE | | Taxfsda :
[T] | FF0
| +---------------------------------------------------------------------------+ |
CALLER'S LIST
| |
------------| | Head =
-1
|
Last =
-1
| Nb =
0
| NbMax =
512
| +---------------------------------------------------------------------------+ |
NO CALLER
| +---------------------------------------------------------------------------+
Value should be
| Enable
T |
DECT_PC (2) | Monitor :
9.2.5.2 Resolution
Synchronize ACAPI
- On tsa_maintenance command (On each OTS, (OTS0, OTS1...)
- Run 106 2998 and synchronize Load All Acapi Object: 7
Acapi Node Synchronisation
:13 Load All Categories
Pbx Lock
:16 Load System parametere
:15 Load
:17
Case with several CSs- it is mandatory to create

- The local hybrid link on the main ICS Call Server
- Different RSI Numbers on each CS
Example
3920 on OTS0
6920 on OTS1
1920 on OTS2
For each RSI declaration, the Node Number must corresponds to the Local CS Node Number (Not the ICS
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Main CS Node Number)

RSI Directory Number : 6920
RSI
Y
Y
- Local CS Node
Y
Directory name : ICS

Node Number : 4
<---
Verify that on each OTS with command tsa_maintenance and menu 300, you have the following:
ACAPI OK
: ok
ACAPI NUMBER_SCHEME
: ok
ACAPI LICENCES
NOT LOADED :
<------- OK is Only mandatory on
Main CS, bur not on
other Call Servers
ALL PBX Versions LOADED and OK
CONNECTION ODBC OK
USING DSN Tds:172.25.32.55:2638?
ServiceName=OTS
If not, stop and restart

service otsd stop
service acapid start
service pmsd stop

service pmsd start

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service acapid stop

service otsd start
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10
HOMEPAGE, WEBADMIN INTERFACE
10.1
Configuration elements
10.1.1
Check DNS configuration
One possibility to avoid DNS configuration problem on end user PC: configure the hosts file in
<WindowsInstallationPath>\system32\drivers\etc\ by adding a line such as
<IP Address> ICS_FQDN ICS_ShortName corresponding to your ICS server.
10.1.2 If Websoftphone IP or Websoftphone IP Nomadic does not

install on PC
Remove cookies
Add ICS server in trusted sites
10.1.3 IP WebSoftPhone / error when starting "Call is imposible due to

an internal error (VoIP)
Check that the port 5001 used by gaelic module can be used on client PC.
Web authentication
10.1.4
Web authentication traces activation
Web authentication traces dynamic activation can be done in the web interface at:
http://<ICSfqdn>/authenticationform/Log4jAdmin
Then select the call: com.alcatel and select Level: Debug.
After reproducing the problem, traces can be found in
$ECC_HOME/logs/Tomcat/authenticationform/traces.log
http://<icsfqdn>/authenticationbasic/Log4jAdmin
After reproducing the problem, traces can be found in
$ECC_HOME/logs/Tomcat/authenticationbasic/traces.log
10.1.5
WebAdmin traces activation
WebAdmin traces dynamic activation can be done in the web interface at:
http://<icsfqdn>/WebAdmin/Log4jAdmin
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After reproducing the problem, traces can be found in $ECC_HOME/logs/Tomcat/WebAdmin/traces.log8.2.2

Web authentication traces activation

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11
Terminal User Interface (TUI)
11.1
1) Check the TTS language you have installed on the ICS server.
-> Connect to the server as root
-> type the command: rpm -qa | grep rsThis command will show the TTS packages you have installed on the ICS server
Remark: RealSpeak TTS is installed in directory /usr/local/ScanSoft/RealSpeak_4.0
2) Check the configuration of the Media Server on the WebAdmin interface regarding installed TTS packages
3) Configure all text error for TTS

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4) Check the Global param: System > Configuration > Global param
5 ) Check the user TUI language configuration.

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11.2
Trace elements
It is necessary to setup traces on VoiceApplications and VXML engine for troubleshooting TUI interface.
11.2.1
VoiceApplications
Connect to Log4jAdmin on "http://<icsfqdn>/VoiceApplications/Log4jAdmin"

Log4j allows only making traces on Tomcat.
All classes named com.alcatel[.*] set to DEBUG level.

These logs are set dynamically, it is not necessary to restart the service, and after a reboot the log
configuration are lost.
If you want to setup persistent traces, it is necessary to modify the file traces.xml corresponding to the
application where you want to setup this traces.
This file is located in:
$ECC_HOME/Tomcat/webapps/VoiceApplications/WEB-INF/classes/traces.xml
11.2.2
VXML engine
To setup traces on backend VXML engine edit the file BrowserVxml_Gateway.properties in

$ECC_HOME/Media_Server/com/nextenso/backendvxmlengine/config/
ADD value HTPP for:
logger.logEnabled = WARN HTTP
11.2.3
LOG files
You can send log files using logzipper tools or only TUI logs files in:
$ECC_HOME/logs/Tomcat/webapps/VoiceApplications for VoiceApplications

$ECC_HOME/logs/Media_server
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11.3
DTMF traces
On ICS:
set traces as following http://<icsfqdn>:8015
login: appli
password: ecc
Adaptation Layer: RTSP + PROTO
Record information returned by the following command:
tail -f $ECC_HOME/ logs/MediaServer/AL/al-log.txt | grep X-event_DTMF_Code
On OmniPCX Enterprise:
loggued as root - launch network trace: tcpdump -s 1500 -w /tmpd/trace.cap

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12
MULTI SERVER CONFIGURATION
12.1
12.1.1
Media Server load balancing checking
HTTP traces with VXML have to be set:

Edit the BrowserVxml_Gateway.properties file located in
$ECC_HOME/Media_Server/com/nextenso/backendvxmlengine/config
Add the value HTTP to the logger.logEnabled parameter (it will look like : logger.logEnabled = WARN HTTP)
Restart ecc-ms
The traces will be located in $ECC_HOME/logs/MediaServer/VXMLBrowser/BackEndVxmlEngine-http.log
Then for each call we can see alternatively the trace file on each server is used.
12.2
Trace elements
In multi-server topologies, it is necessary to setup traces on the corresponding physical server.

(To have a correspondence between physical server and application see ICS documentation)
The trace configurations are the same as a mono-server configuration.
Log zipper must be done on every server.

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13
Presentation Server (PRS) APPLICATION
13.1
13.1.1
PBX configuration for IPTouch applications
The PBX manages the display order of the applications in the IPTouch set Menu page.
The IPTouch sets have a Class of Service (COS) that can be modified in the "IPTouch_Parameters" part of the
configuration menus. The default value for this COS is "0".
The configuration menu "IPTouch/IPTouch applications" is used to create the applications at the PBX level. In
our example, "MY_A" is "One number service", etc...
The configuration menu "IPTouch/IPTouch classes of service" allows modifying the display order of the
applications in the IPTouch set Menu page. A 0 priority is not displayed. Any other value different from
0 will appear on the matching key number.
Here is an example of configuration to show the IPTouch applications on the first Menu page of the set:
Settings, priority 9 (1 by default)
Redial, priority 1 (2 by default)
Appointment, priority 2 (3 by default)
Lock, priority 3 (4 by default)
Text Mail, priority 10 (5 by default)
Forward, priority 4 (6 by default)
No Reply, priority 5 (7 by default)
One number services, priority 6 (0 by default)
Messaging services, priority 7 (0 by default)
Telephony services, priority 8 (0 by default)
A group of extensions using the same COS will have the same key layout.
The "appview" on the PBX allows the manager to check the PRS connection state and list the available
applications:
"appview -s" displays the connection state of the PRS.
"appview -l" displays the available IPTouch applications. The output of this command is a table. The first part
of the table, "EXTERNAL" shows the applications provided by the PRS, the second part of the table, "INTERNAL"
shows the internal applications (provided by the Call Server).

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13.1.2
Trace elements
Edit file $ECC_HOME/Presentation_Server/conf/log4cxx.xml and replace ERROR by DEBUG in the following

section :
<root>
<priorityvalue="ERROR"/>
<appender-ref ref="PRS_TRACES_FILE"/>
</root>
Then restart service prs to take into account the modification: as root, service pserverd restart.
Logs are saved in $ECC_HOME/logs/PRS.
13.2
Already encountered situations and solutions
13.2.1
PRS does not work after old database restore
Before restoring your ICS database (from a previous release), copy the file pserverd.conf to pserverd.conf.new
and prs.conf to prs.conf.new.
WARNING: when you rename prs.conf to prs.conf.new check that there is no 'sslEnabled' attribute in the
'configServerUrl' tag.
Note: there is similar entry in HTTP server configuration, but this one is mandatory, take care not removing it.
How to:
Open the prs.conf.new file
Search for configServerUrl
it should be:
<configServerUrl
value="yourmachine:80/WebAdmin/configurePRS"
/> if it looks like that:
<configServerUrl
value="yourmachine:80/WebAdmin/configurePRS"
sslEnabled="no"
/>
Delete the line sslEnabled="no" and save the file.

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14
EVENTS SERVER INTERFACE
14.1
14.1.1
Alarm notification configuration
In order to anticipate system troubleshooting, administrator can configure system to be notified by Email. This
can be configured as follow:
- Update file: $ECC_HOME/Data_Access_Service/alarmsNotification.properties
- restart dta service
14.1.2
Checklist if Events Server is not working
8014 port is used for HTTP.

Websoftphone and Extensions access to Events server via Apache redirection to 8014 port.
8016 port is used for HTTP (if ICS is configured without SSL, ie, Application server primary and unified login
services are set to 80 instead of 443) or HTTPS.
My Instant Communicator access to Events server directly on 8016 port.
Server side:
config.properties file : this type of file can be found in
$ECC_HOME/Tomcat/webapps/wsp_lotus_coupling/WEB-INF/classes,
$ECC_HOME/Tomcat/webapps/wsp_outlook_coupling/WEB-INF/classes,
$ECC_HOME/Tomcat/webapps/websoftphone/WEB-INF/classes,
$ECC_HOME/Application_Server/etc/environment/component/conf/Tomcat_homepage
web_server.hostname=<short name>
To test redirection - http://<ASPrimaryServer>/rhes/status
=> provides information such as below
http://beta-appli.sxb.bsf.alcatel.fr/rhes/status

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To test redirection (deeper investigation for a particular user defined by its QMCDU) http://<ASPrimaryServer>/rhes/status?qmcdu=<UserQMCDU>
=> provides information such as below

http://beta-appli.sxb.bsf.alcatel.fr/rhes/status?qmcdu=77102
if previous command does not succeed : try with the following URLs
http://<PrimaryServer>:8014/rhes/status?qmcdu=<UserQMCDU>
or
https://<PrimaryServer>:8016/rhes/status?qmcdu=<UserQMCDU>
Depending on your context (SSL or not).
Debug tool with Firefox / live Http header + java script console or ethereal (on client side).
The different ICS servers are in the customer trusted list.

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14.2
Trace elements
14.2.1
Traces to do if the Event Server freeze
1. Logon on ICS server as htuser

2. Do a backup of $ECC_Home/Events_Server/traces.xml file
3. Edit the file $ECC_HOME/ Events_Server /traces.xml and set the debug value in the following sections:
<category name="com.alcatel.eventserver" additivity="false">
</category>
4. Get the logs files in $ECC_HOME/logs/Events_Server
5. To remove traces: Restore initial $ECC_HOME/ Events_Server /traces.xml file
14.2.2 Trace in case of event server froze (when a reboot is

necessary)
Edit the file $ECC_Home/Events_Server/a3debug.cfg
Modify these lines below:
< handler.logf.fileNumber 20
< handler.logf.maxSize 5000000
< logger.fr.dyade.aaa.level DEBUG
Comment these lines:
< logger.org.objectweb.joram.mom.Destination.level DEBUG
< logger.org.objectweb.joram.mom.Proxy.level DEBUG
< logger.org.objectweb.joram.client.jms.Admin.level DEBUG
< logger.org.objectweb.joram.client.jms.Client.level DEBUG
Send the logzipper file to support team

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15
FLEXLM APPLICATION
15.1
Trace elements
For information, the Licenses in the admin interface is not giving any indication in real time on the key usage.
To get an instant view, launch the following script:
$ECC_HOME/FLEXlm/lmstat f
To check the status of Flexlm with certitude 2 tools are available:
./$ECC_HOME/FLEXlm/lmstat -a: we get a snapshot of the status of each license (nb licenses free/ nb
licenses used)
./$ECC_HOME/FLEXlm/lmdiag -c alcotuc.lic -n: we get a complete status of each license
A log file 'lmlog.log' is also available in the directory $ECC_HOME/logs/FLEXlm
15.2
15.2.1
Flexlm service does not start
Different causes could introduce this behavior:
Check DNS configuration
Check number of NIC boards and bonding configuration
Check $ECC_HOME/logs/FLEXlm/lmlog.log file for having more information
Check if the log partition is full
Check alcotuc.lic file, check if the machine name is the short-name and not FQDN name (32
character limitation)
15.2.2 Cannot get users of <feature>: No such feature exists (-5,

<number>)
If lmstat a command gives for each feature an error message such as Cannot get users of <feature>: No
such feature exists (-5, <number>).
Check Mac address for the system and in the license file.
If different - system rehosting procedure has to be applied to fix the license problem.
15.2.3
Invalid license key (inconsistent authentication code)
If lmlog.log file gives the message Invalid license key (inconsistent authentication code)
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Check Mac address for the system and in the license file.
If different - system rehosting procedure has to be applied to fix the license problem

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16
MIDDLEWARE CTI - OTS ASPECTS
16.1
16.1.1
4980 Plug-in / TSA Manager, installation from webadmin
Description:
In webadmin, if you go in Applications -> Telephony services and click on configure. Then click on Plug-in
4980(name for a tsa manager) the following Internet explorer error can occurred : Object doesn't support
this property or method Nothing else occurred, the tsa manager is not launched.
Solution - delete old files about VoIP installation:
Delete browser cookies
C:%windir%\Downloaded Program Files\OcxAppliLauncher Control
C: %windir%\Downloaded Program Files\{DC4D3B9B-789F-4a20-9972-972CC302F989}
C: %windir%\system32\ocxAppliLauncher.ocx and the directory
C: %windir%\system32\Alcatel\tsamanagerplugin
16.1.2
4980 Plugin / TSA Manager, installation from the cab file
Please find hereafter the procedure to get and execute the TSA manager plug-in outside the IE ActiveX:
1- Get the alc_tsm_plug.cab plug-in cab from the UC server under sub-directory:
$ECC_HOME/Tomcat/webapps/WebAdmin/tsa_plugin
2- Unzip the cab file on the client PC (ex: C:\TSA_Manager)
3- Launch the "tsamanagerP.exe" under, in the ex:, C:\TSA_Manager\Alcatel\tsamanagerplugin
4- You'll be prompted with the name of the UC server and the OTS Admin port (by default 3595)
5- To avoid entering those parameters each time, you can create a shortcut to the .exe and add the 2
parameters in the execution path in the shortcut properties:
..\TSA_Manager\Alcatel\tsamanagerplugin\tsamanagerP.exe" -s:your_server_name -t:3595
16.1.3
PMS Configuration precautions
The configuration procedure of the PMS can be found in the API R2.0 Installation and Configuration
Procedure.
The PMS Service can be created before or after the OTS service, it doesnt matter.

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16.1.4
Acapi database access via LDAP browser
See annex LDAP browser.

HostName
FQDN for Acapi server
Base DN
o=nmc
User
uid=adminacapi,cn=acapi,o=nmc
Password
superuser
Port
8389
16.1.5
Log files
These files can be found in the following locations:

OTS: $ECC_HOME/logs/omnipcxtsa/icsHOSTNAME.fqdn@359?/log
ACAPI: $ECC_HOME/Acapi/log
16.1.6
ICS database access via LDAP browser
See annex LDAP browser.

HostName
FQDN for ICS server
Base DN
o=company1,o=omintouchuc
User
cn=administrator,ou=administration,o=company1,o
=omnitouchuc
Password
admin
Port
389

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16.2
Trace elements
16.2.1
OTS status check
It can be done with the URL: http://<icsfqdn>3695/OTSstatus
16.2.2
OTS traces
Go on $ECC_HOME/OmniPCXTSA
Launch: ./tsa_maintenance [port number]
Menu 300 is mainly used to know general information on OTS status
Menu 200 provides trace options
To put a trace on tsa_maintenance: 0 p txxx (to set up a trace).

To remove a trace on tsa_maintenance: 0 r txxx (to remove a trace).
To store trace in a file : >> <fileName>. In this case trace will appear on both terminal and file.

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16.2.3
Events generated by OTS server
To check Events server status:

https://<icsfqdn>:8016/rhes/status
This paragraph describes the most important events regarding their level and their source.
Origin
Level
Category Event
Thread
Comment
OTS events
Major
AG_ADM
Open file error. An unknown error occurred
while trying to open a configuration file.

Filename is contained in event text.
OTS events
Major
AG_ADM
Read file error. An unknown error occurred

while reading in a file. Filename is contained
in event text. The file is corrupted. Restore a
previous version.
OTS events
Major
AG_ADM
Write file error. An unknown error occurred

while writing a configuration file. Filename is
contained in event text.
OTS events
Major
6, 8
AG_ADM
Inconsistent servers file. The file has been

corrupted. Restore a previous version.
OTS events
Major
10
AG_ADM
An OTS in the network does not have the

correct version. Update the entire OTS
network.
OTS Events
Major
AG_CSTA
The PBX CSTA link has been broken. It will

be automatically restored. If not, check the
PBX or the network.
OTS events
Major
17
AG_CSTA
The maximum number of possible

monitoring has been reached. Check the PBX
locks.
OTS events
Major
13
AG_CSTA
The events: Error: 4 OTS_AG_CSTA 13

OBJ_NOT_FOUND" can be significant,
except if "evtcCrid 0" is found behind. In this
specific case it means CSTA events are
generated on PBX for tracing purpose. There
are actdbg with parameter cstatrpi or
challon.
OTS events
Warning
AG_ADM
An OTS in the network is dead. Backup OTS

will take control. This will only occur on an
OTS backup.

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OTS events
Warning
18
AG_CSTA
A timeout occurred on a monitoring request.

Load problem on the PBX. Some users may
not be able to use their application. The
server will try the monitoring later.
OTS events
Warning
AG_MAO
Service OTS and OTS do not have the same

version. Requested operation is not
supported. Update Service OTS with the
same version as OTS.
OTS events
Warning
AG_MAO
Message between Service OTS and OTS is

inconsistent (should never occur).
OTS events
Warning
LINE
A business call has been tried and the

business prefix is unknown. The prefix plan is
partially loaded or ACAPI server is not
running or the prefix is not defined on the
PBX.
OTS events
Warning
LINE
A private call has been tried and the

personal trunk group prefix is unknown.
The prefix plan is partially loaded or ACAPI
server is not running or the prefix is not
defined on the PBX.
OTS events
Warning
14
MEVO
The Voice Mail Consult prefix is not

defined. The prefix plan is partially loaded or
ACAPI server is not running or the prefix is
not defined on the PBX.
OTS events
Warning
14
MEVO
The Voice Mail Deposit prefix is not

defined. The prefix plan is partially loaded or
ACAPI server is not running or the prefix is
not defined on the PBX.
OTS events
Warning
10
SERV_USERS An error occurred while opening a file.

Filename is contained in the event text.
OTS events
Warning
10
SERV_USERS An error occurred while writing a file.

OTS events
Warning
10
SERV_USERS An error occurred while reading a file.

OTS events
Warning
10
SERV_USERS The call log file is inconsistent. The call logs

for the current day will probably be lost.
OTS events
Warning
10

SERV_USERS The server received an inconsistent message

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from a client. Bad client version.

OTS events
Warning
11
SERV_LINES
A client is connected with an incompatible

version.
OTS events
Informatio 4
20
AG_CSTA
nal
A device is monitored for a second time.

Probably due to timeouts on request.
Nothing to do.
OTS events
Informatio 4
16
AG_CSTA
nal
Time difference between server and PBX is

greater than 5 minutes. Check PBX and PC
dates.
OTS events
Informatio 7
140
LINE
nal
A desynchronization has been detected for

one line. Automaton has been reseted for
this line.
OTS events
Informatio 7
LINE
nal
There are many other events, all

informational and of minor interest. Most of
them concern unexpected CSTA events for
current line state.
Service OTS
Error
events
Service OTS
This event occurs only if service could not be

started.
Warning
events
This event occurs only an OTS exists or does

not reply to keep alive message.
Service OTS
Informatio 0
events
nal
There are today several reasons described in

the event text. Reasons are:
OTS exits
OTS is dead
Service started
Service stopped
....
16.2.4
PBX CSTA traces
The CSTA traces on PBX are stored in /tmpd/csta_* (server log files).

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16.3
16.3.1
Removing one OTS node
File Tsad.conf doesn't exist. Ta add a new node, you have to add it in the webadmin interface.
Call server
Service open telephony
16.3.2
Restarting only one node
In some situations, you may need to restart only one OTS node, leaving the other nodes running
this may be the case in big networks where there is a problem with one PBX/OTS node and where users on
other nodes should not be disturbed.
How to proceed:
Let's suppose that you need to restart OTS on port 3597
Method 1:
Connect to the OTS node with the tsa_maintenance tool:
$ECC_HOME/OmniPCXTSA/tsa_maintenance localhost 3597
then type
0 p -abort
you will see
....<oxename>!
cnx not Ok ! ....
and the ots node restarts
Method 2:
This method has to be used only if method one is not working (server not responding anymore to the
tsa_maitenance tool for example)
Check for running OTS processes:
ps -edf |grep tsa
root 21870 13882 0 16:43 pts/7 00:00:00 grep tsa
htuser 14499 1 0 Aug06 ? 00:00:00 /usr/sbin/tsad
htuser 14502 14499 0 Aug06 ? 00:00:24 main_tsa 3597 -bdd-PMS-monoproc:1http_port:3697
htuser 27641 14499 0 Aug14 ? 00:00:29 main_tsa 3598 -bdd-PMS-monoproc:1http_port:3698
htuser 30079 14499 0 14:17 ? 00:00:02 main_tsa 3596 -bdd-PMS-monoproc:1http_port:3696
htuser 30080 14499 0 14:17 ? 00:00:04 main_tsa 3595 -bdd-PMS-monoproc:1ICS R6.X Troubleshooting Guide TG0063
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http_port:3695
You should have:
1 process running /usr/sbin/tsad: this process will supervise all OTS nodes and restart other processes
in case of failure.
For each node, 1 process running main_tsa <port number>
Identify the process PID for the node you need to restart: here it is 14502
kill the process:
kill 14502
A new process will automatically be launched for that node

Note: in some (rare) situations, you may need to use: kill -9 <PID>
16.3.3
Problem to connect to OTS
OTS traces: tacapi (to put acapi trace) OTS traces

If you are on multi-Server configuration: verify the Sybase ODBC configuration.
A hotfix is available for release 6.1.000.101 and 102 problems is corrected in 6.1.000.103
16.3.4
OTS / Force loading Qmcdu from PBX
There are several errors in tsa_maintenance ... when using "57 - Force loading Qmcdu from Pbx"
tsa_maintenance shows...
19h37:30.675 Error executing "INSERT INTO phonebook (sn, givenname, telephonenumber,
itu_dtmf_sn, itu_dtmf_givenname, ccitt_dtmf_sn, ccitt_dtmf_givenname)
VALUES ('TEST', 'Christop', '3248', '7434537', '24747867', '7434537', '24747807');":
[Sybase][ODBC Driver][Adaptive Server Anywhere]
Index 'phonebook UNIQUE (telephonenumber,sn,givenname)' for table 'phonebook' would not
be unique ... for each user.
It is normal, as your request is to import all users from PBX, the system tries to create them in the ICS
database, but if the users already exist => this warning in this context is normal.
Note: this menu entry 57 should not be used now, because it generates system load for nothing...
Pbx modifications are now automatically transmitted to ICS system.
This command must not been used during working time the synchronization take a lot of time.
16.3.5
OTS loops with error OTS_AG_ ADM 4 FREAD
This behavior occurs when connecting to Acapi.

This is due to an installation problem; check the name of the ICS server name: it cannot start with a digit.

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16.3.6
Wrong OTS / node name
In the OTS configuration -> OTS nodes list, a PBX has been created with a wrong name or IP address => no
more possibility to go in this window: error OTS cannot...
To fix it: stop tsad service, in $ECC_HOME/OmniPCXTSA/dyn/server@port/cfg, rename servers file to
servers.old, and servers.bak to servers, and then restart tsad service.
16.3.7
Telephony services users unknown by OTS server
Description :
After system crash due to power down (for instance), all users can be seen in the webAdmin interface having
Telephony services rights, but no line are monitored in the OTS. This is due to the
$ECC_HOME/OmniPCXTSA/dyn/<ServerName>@<port>/cfg/users_lines file that is corrupted.
This can be fixed by:
Stop the OTS service: service tsad stop
Copy the previous version of this file stored in the same directory: cp users_lines.bak users_lines
Start the OTS service: service tsad start
If it is still not working, you should find in previous backup - these files that are not corrupted.
16.3.8 OTS-CSTA Connection fails if a PCX node is not in the same

DNS domain than the ICS server
When a PBX node is in a different domain than the ICS server, although the PBX FQDN is entered in the ICS
PBX management, the OTS won't be able to make a CSTA connection to that node.
If you check the node status in tsa_maintenance, everything is Ok except the CSTA connection, which shows
"not connected".
Cause: The OTS will try and make the CSTA connection using the PBX short name
Workaround:
Add the PBX domain in the DNS domain search list in file /etc/resolv.conf in the line starting with search
For example, if your ICS is located in domain company.com and you PBX in voice.company.com, the
/etc/resolv.conf file would contain line:
search company.com voice.company.com
16.3.9 Need to restart ACAPI after CPU switchover in spatial

redundancy
In case of spatial redundancy, acapi will sometimes not reconnect properly after CPU switchover. If it is the
case (menu 300 in tsa_maintenance gives bad status for acapi) then you need to manually restart the service:
service acapi restart
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16.3.10 ACAPI does not start

Setup traces: ACAPI traces
Example of error message:
[Fri Jan 6 14:31:31 2006] 1024 AcapiCli: Locale: C[Fri Jan 6 14:31:31 2006] 1024
AcapiCli: Charset: ANSI_X3.4-1968[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli:
Locale: en_US.iso885915[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Charset:
ISO-8859-15[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Locale:
en_US.iso885915[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Charset: ISO8859-15[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Language: en_US.[Fri 06
Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Registered to
serverecc.telephonie.dom:8389 as uid=adminacapi,cn=acapi,o=nmc[Fri 06 Jan 2006
02:31:39 PM CET] 8201 AcapiCli: Error: Config::CorbaAdmin::connectNode: raise
AdminEx: 4.[Fri 06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Error: MIB Error[Fri
06 Jan 2006 02:31:39 PM CET] 8201 AcapiCli: Error:
Config::CorbaAdmin::connectNode: raise AdminEx: 4.[Fri 06 Jan 2006 02:31:39 PM
CET] 8201 AcapiCli: Error: MIB Error[Fri 06 Jan 2006 02:31:43 PM CET] 8201
AcapiCli: Error: Config::CorbaAdmin::connectNode: raise AdminEx: 4.[Fri 06 Jan
2006 02:31:43 PM CET] 8201 AcapiCli: Error: MIB Error[Fri 06 Jan 2006 02:31:43 PM
CET] 8201 AcapiCli: Error: Config::CorbaAdmin::connectNode: raise AdminEx: 4.
This example can be linked to a DNS configuration problem or the ftp account on PBX not accessible.
Other thing to be checked in $ECC_HOME/Acapi/log directory there is a file: NMCGCSAdmin.log.
In this file, we can see error such as problem with MIB -> there is no MIB correspondent to PBX version =>
via tsa_maintenance, we should force such synchronization with menu 106 option 13 (Acapi node
synchronization), then it is necessary to load all acapi object with menu 106 option 7.
Other thing to be checked: connect to ACAPI database with a LDAP browser (connection parameter details:
see Acapi database access via LDAP browser) and check OTS nodes configuration: if not correct => erase
recursively node references and restart tsad and pmsd service.

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16.3.11 ACAPI: Host key verification failed

PBX is configured in secure mode and ICS also. After a PBX upgrade we can see the following error messages
(every 5 minutes) in file NMCGCSAdmin.log file on the ICS system:
[Thu 14 Dec 2006 03:23:29 PM CET] 2990414768 GCSAdmin: CComPbx : GCS_Admin asks for a
synchronous connection to
SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc
[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: Connection to
SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc is 9
[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: CComPbx : ask do disconnect 9
[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: CComPbx : 9 disconnected
[Thu 14 Dec 2006 03:23:30 PM CET] 2990414768 GCSAdmin: New synchronization request
inserted for version f5.401.7 on
PBXSubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)
[Thu 14 Dec 2006 03:23:30 PM CET] 3063843760 GCSAdmin: Starting synchronization for
f5.401.7 on SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)
[Thu 14 Dec 2006 03:23:30 PM CET] 3063843760 GCSAdmin: Will use SFTP.
[Thu 14 Dec 2006 03:23:31 PM CET] 3063843760 GCSAdmin: Error: PBX synchronization on
SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc : FTP connect/Login
failed : Host key verification failed.. (PbxSync)
[Thu 14 Dec 2006 03:23:31 PM CET] 3063843760 GCSAdmin: CComPbx : ask do disconnect
11[Thu 14 Dec 2006 03:23:31 PM CET] 3063843760 GCSAdmin: CComPbx : 11 disconnected
[Thu 14 Dec 2006 03:26:25 PM CET] 2927475632 GCSAdmin: Cannot find
/opt/Alcatel/Acapi/data/config/f5.401.7/object.mgr MIB file. (GCS_Admin_impl)
[Thu 14 Dec 2006 03:28:31 PM CET] 2990414768 GCSAdmin: CComPbx : ask do disconnect 12
[Thu 14 Dec 2006 03:28:31 PM CET] 2990414768 GCSAdmin: CComPbx : 12 disconnected
[Thu 14 Dec 2006 03:28:31 PM CET] 2990414768 GCSAdmin: New synchronization request

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inserted for version f5.401.7 on

PBXSubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)
[Thu 14 Dec 2006 03:28:31 PM CET] 3063843760 GCSAdmin: Starting synchronization for
f5.401.7 on SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc (PbxSync)
[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: Will use SFTP.
[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: Error: PBX synchronization on
SubnetworkNodeNumber=0,SubnetworkNumber=0,NetworkNumber=0,o=nmc : FTP connect/Login
failed : Host key verification failed.. (PbxSync)
[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: CComPbx : ask do disconnect
14[Thu 14 Dec 2006 03:28:32 PM CET] 3063843760 GCSAdmin: CComPbx : 14 disconnected
Solution: connect on ICS system as htuser and rename the directory .ssh stored in the htuser home directory
(mv .ssh .ssh.old).
Then stop service acapid, pmsd and otsd.
Start service acapid, pmsd and otsd.
16.3.12 Acapi service not started

If the acapi services NMCDaemonManager did not start correctly, it may be because by the .pid file
/var/lib/acapi/daemon/DaemonManager.pid has not been erased at the last shutdown of the server. Kill all
acapi processes, delete the pid file and restart the acapi.
16.3.13 ACAPI synchro doesn't work immediatly

In this case check you opskey on the OXE:
opskey 40 should be different to 0
opskey 47 shoulb be different to 0
Note: there is only a daily synchro at 1:30

You can force a synchronisation using tsa_maintenance tool:
Execute 106 2998
Execute 7

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16.3.14 Modify PBX IP address

1 - Check in Acapi if the PBX are created with Hostname for that use an ldap browser (see annex ldap
browser) and delete PBX which are not used. <span style="color: rgb(255, 0, 0);" />
If PBX are well configured in DirManag ==> PMS ok.
2 - See configuration of TSA: tsa_maintenance menu 4
If the PBX nodes have not associated to the good name, you can modify it using the script move_linux with
following option:
*./move_linux -v -restore $ECC_HOME/OmniPCXTSA -c* ===> *with option "-c" the IP address of the call
server will be configure as Hostname. You will find the script in the same directory of tsamaintenance tool.
Option -v launch the script in verbose mode, more useful to see what append during the execution.
16.3.15 Error: 4 OTS_AG_CSTA 13 OBJ_NOT_FOUND evtcCrid 0 on ots

3595
Most likely due to activation of csta traces on OXE.
You probably have one of these traces ON on OXE (actdbg command):
chalon = False: Trace Chalon
cstatrpi = False: Trace CSTA transitions (pilot2a)
These traces are only useful for CSTA dev team and the tool pilot2a. The first one is dangerous, because OXE
call handling behavior can be changed, and the only way to active it is to explicitly enable it with actdbg
chalon=on).
The second one (not dangerous) is also enabled if you use (actdbg all=on). You are probably in the second
case, so you can disable it (actdbg cstatrpi=off).
16.3.16 OTS manager plug-in

Please find bellow the procedure to install the OTS manager plug-in out of IE browser:
The corresponding cab file can be found on the ICS server under sub-directory:
$ECC_HOME/Tomcat/webapps/WebAdmin/tsa_plugin.
1- Copy it on the client PC (ex: C:\TSA_Manager)
2- Launch the "tsamanagerP.exe" under, in the ex: C:\TSA_Manager\Alcatel\tsamanagerplugin
3- You'll be prompted with the name of the ICS server and the OTS Admin port (by default 3595)
4- To avoid entering those parameters each time, you can create a shortcut to the .exe and add the 2
parameters in the execution path in the shortcut properties:
..\TSA_Manager\Alcatel\tsamanagerplugin\tsamanagerP.exe" -s:your_server_name -t:3595

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16.3.17 DTMF traces

If you are in direct RTP:
DTMF to UM
Make a tcpdump traces and verify RTP packet with payload set to 96 or 97
Filter: rtp.p_type==97
The DTMF is encapsuled in the RTP packet.
If not in direct RTP:
Filter on CSTA: CSTASendDTMFTones
To activate the trace on tsa_maintenance tool type "0 p -tcsta"
Example:
CSTASendDTMFTones:connectionToSendTones: callID: 18459 deviceID: 148308224 devIDType:
1characterToSend: 8toneDuration: 0pauseDuration : 0
To deactivate the trace type "O p -tcsta"

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17
MEDIA SERVER ASPECTS
17.1
Trace elements
17.1.1
Trace set at the start of the media server
In file $ECC_Home/Media_Server/eCC/etc/ecc.cfg
change the line
sip-verbosity 0x0
into
sip-verbosity 0x700bc.
Then restart media server: ecc-ms restart
Traces are stored in $ECC_Home/logs/MediaServer/
17.1.2
PBX SIP traces
The traces have to be done while connected on PBX as mtcl.

motortrace n (n between 0 [not trace] and 3 [max traces])traced
For OXE SIP information on PBX uses command:
motortrace c
17.1.3
Call handling traces
Traces to take on pbx:

Execute command:
tuner km
tuner all=off
tuner clear-traces
trc i
tuner hybrid=on +cpu +cpl
tuner +at
tuner +time
actdbg sip=on csip=on
mtracer a
motorTrace 3
Traced
motortrace c ( to check the sip configuration)
If you see 5815 incident please check alarm under /tmpd

To see Sip incident execute incvisu E SIP
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17.1.4
VxML HTTP traces on ICS
Edit the BrowserVxml_Gateway.properties file located in

$ECC_HOME/Media_Server/com/nextenso/backendvxmlengine/config
Add the value HTTP to the logger.logEnabled parameter (it will look like: logger.logEnabled = WARN HTTP)
Restart msd /etc/init.d/msd restart
The traces will be located in $ECC_HOME/logs/MediaServer/VXMLBrowser/BackEndVxmlEngine-http.log
17.1.5
On ICS system - SIP traces
Start a web browser and use the 8015 port, ie. http://<icsfqdn>:8015/ URL, select "trace management".
Login is appli, pwd is ecc.
In the SIP server part, check SIP, then Submit (at the bottom of the page), then click on "Consult".
Reproduce the issue message, then get the traces by following the link "Traces" in the SIP server part or in
$ECC_HOME/logs/MediaServer/SipServer/

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17.1.6
On ICS system - AL traces
Start a web browser and use the 8015 port, ie. http://<icsfqdn>:8015/ URL, select "trace management".
In the Adaptation Layer server part, push ALL buttons, then Submit (at the bottom of the page).
Or you can edit file rslog.xml in $ECC_HOME/Media_Server/eCC/etc/
Set task.rtsp
WARN -> DEBUG
Restart media server (msd)
$ECC_HOME/logs/MediaServer/AL/
17.1.7
On ICS system - RS traces
Start a web browser and use the: 8015 port, ie. http://<icsfqdn>:8015/ URL, select "trace management".
In the SIP server part, push all buttons, then Submit (at the bottom of the page).
Or you can edit file rslog.xml in $ECC_HOME/Media_Server/eCC/etc/
Set task.rtsp
WARN -> DEBUG
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Restart media server (msd)

$ECC_HOME/logs/MediaServer/RS/
17.2
17.2.1
SIP service does not start
Check DNS configuration between server names, FQDN, aliases. This can be check with either the
checkSystemLinux.sh command provided on ICS DVD or the script (used by the SIP service startup:
$ECC_HOME/Media_Server/eCC/bin/nettest.
17.2.2
SIP / ICS application unregister without reason
Check systems date/time.

Technically: registration is done with a time, if date/time is not synchronized; we may have a negative time
registration => meaning unregistration. Registration times are exchanged between servers.
Logically: if servers do not have the same time, it can conduct to strange behavior. One voice message
recorded one day seen as recorded another day (in the future). One number services configuration for specific
day could be wrongly used, for instance, rules for Monday apply on Tuesday,
17.2.3
Spatial Redundancy issue
Please follow the last edition of TC 1274.

In case of spatial redundancy, it is mandatory to use a DNS delegation.
17.2.4
Disable G729 codec
Only for ICS version under 6.1.000.102.

To disable G729 codec, you have to set:
- COMPRESSED_PERCENT to 0 in $ECC_HOME/Media_Server/eCC/bin/eccrs.conf
- G729_ENABLED to 0 in $ECC_HOME/Media_Server/eCC/etc/ecc.cfg
17.2.5
Unable to connect to voice mail or leave voice mail message
SIP use authentication, login and password have to be configured in both sides.

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17.2.6
Unable to save greetings message with LS
If you cannot validate greetings message when using LS on ICS, this issue is causing by using G729 codec on
the system.
To correct this behavior modify the file $ECC_HOME/Media_Server/eCC/bin/eccrs.conf.
Set the compressor value to 0:
COMPRESSED_PERCENT 0 (default 50)
17.2.7
Modification of interdigit timeout
It is possible to modify this timeout but it was not designed to be modified. So it means that you'll have to
modify some source files (jsp file) of Voice Applications.
This timeout is taken into account whatever is the caller (GSM or internal phone set).
And more any upgrade of ICS will restore the Alcatel-Lucent default value (as said before this timeout is not
designed to be modified).
So in $ECC_HOME/Tomcat/webapps/VoiceApplications/application/application.jsp
and in $ECC_HOME/Tomcat/webapps/VoiceApplications/voicemail/application/application.jsp
replace
<property name="interdigittimeout" value="2s"/>
by
<property name="interdigittimeout" value="5s"/>
No build neither compilation are needed. Next call to voicemail will use this new parameter.

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18
DATABASE PROBLEMS
18.1
Check LDAP directory is loaded on ICS server
When to use?
Unable to display LDAP entries on whatever interfaces: My IC, Outlook add-in, Web interface and Ip Touch
Failed to synchronize ICS directory with LDAP directory
How to check LDAP entries loaded in Sybase directory

Launch as root
[root]#. /opt/Alcatel-Lucent/Sybase/bin32/sa_config.sh
Expected result
iAnywhere Solutions, Inc. One Sybase Drive, Dublin, CA 94568, USA
Copyright (c) 2001-2007, iAnywhere Solutions, Inc. Portions copyright (c)
1988-2007, Sybase, Inc. All rights preserved. All unpublished rights reserved.
List SYBASE tables
/opt/Alcatel-Lucent/Sybase/bin32/dbisql -c "DBN=DIRECTORIES;UID=DBA;PWD=sql" sp_tables
@table_owner = "'DIRECTORIES'"
Check in expected result that table name beginning with ldap exits. Otherwise, check
your LDAP credentials in UDAS service
Execution time: 0.032 seconds
table_qualifier table_owner table_name table_type remarks
--------------------------------------------------------------------------DIRECTORIES DIRECTORIES internalldap1604200983958340 TABLE (NULL)
DIRECTORIES DIRECTORIES ldap-xxxxxxxxxxxxxxxxxxxxxx TABLE (NULL)
Query LDAP tables to check that content is not empty replacing ldap-xxx with previous
result
/opt/Alcatel-Lucent/Sybase/bin32/dbisql -c "DBN=DIRECTORIES;UID=DBA;PWD=sql" 'SELECT *
FROM "DIRECTORIES"."ldap-xxxxxxxxxxxxxxxxxxxxxx"'
Expected result is a list of 500 first entries of LDAP table.

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18.2
Set traces on Universal Directory components (UDAS)
Description
This component is used to search directory whatever interfaces used (except 4980) and whatever directory
searched.
When to use?
Unable to display directory entries on all interfaces: My IC, Outlook add-in, Web interface and IP Touch
Failed to synchronize the ICS directory with a LDAP and OXE directory.
How to set/unset
Copy /opt/Alcatel-Lucent/Universal_Directory_Access_Service/traces.xml in safe place
Edit previous file
Set debug level on com.alcatel category as follow

</category>
Restart udas: service udasd restart

Perform tests
Retrieve traces from /opt/Alcatel-Lucent/logs/universal_directory_access_service/
Don't forget to unset debug traces by
Copying initial traces.xml
Restarting udasd service

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19
LINUX SYSTEM ASPECTS
19.1
19.1.1
Time & Time Zone
The Linux command to be used for checking "Time" & "Time Zone" configuration for htuser and root
accounts is: date.
Never change the hour or Time Zone by using KDE.
To change Time & Time Zone use the following procedure:
Log on as root user
Open KDE console
Open a terminal
Check the hour: root>date
Change the hour and the time zone by using: root>system-config-date
Check the hour: root>date
Stop ICS processes: root>service icsd stop
Log on as htuser: root>su -l htuser
Then modify the file ".profile" located under /home/htuser (by using "vi" editor or by using "Kate Editor"
in that case to see all files: /view/show/hidden folder)
Then, you must modify the following field TZ (Europe/Paris), and then save the file ".profile"
To apply the profile you have to log out and log on.
Then check the date in the htuser account: htuser>date
Exit htuser account
Finally restart the ICS processes: root>service icsd start

--------------------
If you only have a remote connection to the server, by using a VT100 console (like SSH software), you will also
be able to use "timeconfig" (with root account) to change time parameters.

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20
BEFORE CALLING ALCATEL-LUCENT'S SUPPORT
CENTER
Before calling Alcatel-Lucents Business Portal Support Center (ABPSC), make sure that you have read through:
the Release Notes which lists features available, restrictions etc.,
this chapter and completed the actions suggested for your systems problem.
Additionally, do the following and document the results so that the Alcatel-Lucent Technical Support can better
assist you:
Have any information that you gathered while troubleshooting the issue to this point available to provide to the
TAC engineer (such as Ethereal traces, log files, etc.).
Have a data network diagram ready. Make sure that relevant information is listed such as bandwidth of the
links, equipments like firewalls, PSTN connections, etc...
Export of the ICS configuration: through webadmin interface, go to system=>configuration=>configuration
tab then in area Export configuration click on apply and follow the instruction to save the xml file
Use logzipper tool to collect all the logs files command: $ECC_HOME/Logzipper/logzipper.bin
Note:
Note SSH access is also desirable to help with effective problem resolution.

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21
ANNEX: LOG4JADMIN
You can connect to Log4jAdmin on "http://<icsfqdn>/<application>/Log4jAdmin"

Log4j allows only making traces on Tomcat.
These logs are set dynamically, it is not necessary to restart the service, and after a reboot the log
configuration are lost.
In the connection URL, <application> must be replace by the application where you want to set traces. The list
of application can be seen in $ECC_HOME/Tomcat/webapps/ (VoiceApplications for example), not all
application are available (WebAdmin for example).
If you want to setup persistent traces, it is necessary to modify the file traces.xml corresponding to the
application where you want to setup this traces.
This file is located in:

$ECC_HOME/Tomcat/webapps/<application>/WEB-INF/classes/traces.xml

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22
ANNEX: LDAP BROWSER CONNECTION
22.1
LDAP browser connection example
22.1.1
LDAP Browser
Ensure the LDAP server is available by using an LDAP browser. You can use for example LDAP Browser/Editor
utility you can use to perform Lightweight Directory Access Protocol (LDAP). All data that is returned in LDP
queries, however, is subject to security permissions. So, be sure to use an account which is authorized to
access the LDAP database.
The Alcatel ICS application does not need LDAP writing access. The LDAP Company Directory is used to find
employee information such as e-mail addresses, phone numbers, fax numbers, etc.
Note: LDAP Browser/Editor is not provided with the CD-ROMs of ICS, you can download it on the web.
LDAP Browser/Editor is a java program which can be run on all platforms.
Find below examples on how to connect to an LDAP database by using LDAP Browser/Editor:
22.1.2
Example 1: typical connection to an LDAP server
Step 1
Connect to the database (file menu connect). Type in the server name and verify that the port setting is set to
389. Click on anonymous bind check for anonymous access, and then click connect. Once the connection is
complete, server-specific data is displayed in the right pane:

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Step 2
On the connect menu, select your base DN. The Base DN is the starting point in the hierarchy at which your
search will begin:
Step 3
In the left pane, select one or more entries and you can check the value of this entry
22.1.3
Example 2: connection to Exchange/Active Directory
Connect to the database (on the File menu, click Connect). Type in the server name and verify that the port
setting is set to 389 and enter the Base DN. Click to clear the Anonymous Bind check box, and enter User DN
and password.

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In this example we connect to the database with administrator user on the domain alcatel.loc
22.1.4
Example 3: Connection to an Acapi LDAP database
Step 1
Connect to the database (on the File menu, click Connect). Type in the server name and verify that the port
setting is set to 389 and enter the Base DN. Click to clear the Anonymous Bind check box, and enter User DN
and password.

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22.2
Focus: Change server database passwords
To enhance ICS security server, you are able to change default password for both databases: LDAP & Sybase.
Before changing password, BE AWARE on Backup/Restore impacts by reading updated document in
BPWS/Knowledge Base
Administration Manuel Backup/Restore.
In order to perform password changes, a script is provided: hagrid.sh on DVD

under.../Servers/Complements/Scripts/Linux
To change database passwords, you will need current ones which will be provided by Service Request.
Dump screen of provided script.

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23
TRICK SSLV2 DESACTIVATION PROTOCOL
To deactivate the SSLv2 protocol, and allow only SSLv3 and TLS, you have to modify all the ssl.conf files.*
Add the following line: SSLProtocol all -SSLv2
Just after the line starting with: SSLCertificateKeyFile
Proceed as follows: (perform all operations logged in as htuser)
Find the files: find ${ECC_HOME} -name ssl.conf
Make a backup copy of each file
Edit each file and add the line
Restart the ICS services: service icsd restart
WARNING: These settings may be lost after an ICS update. Be sure to backup these files before updating
more information on SSL configuration can be found at:
httpd.apache.org/docs/2.0/mod/mod_ssl.html#sslprotocol

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24
ICS backup
If you are using Local Storage on your ICS system and after several backup the root partition became full
please see TCXXXX Installation of backup hotfix (HotFix Backup - crms00293626)

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25
Glossary
A
Component of Messaging Services. One or more voice applications interact with a
AA:
Automated Attendant)
caller (typically external to the system) to route this call to the correct party. The tree of
choices is defined by the system administrator, through a specific configuration
application (included in WebAdmin). Do not confuse this feature with the Personal
Automated Attendant.
OmniTouch 8400 ICS VoIP component including: RTP stack, voice encoders, access to
Abers
PC audio resources used to add VoIP features for OmniTouch 8400 ICS clients (except
signaling)
ACAPI Server
ACAPI Client
OmniTouch 8460 ACS:

Advanced
Communication Server
Component used as a CMIS gateway to the Alcatel-Lucent OmniPCX Enterprise

Communication Server configuration.
Library used in some OmniTouch 8400 ICS components (PMS and OTS) to access
Alcatel-Lucent OmniPCX Enterprise Communication Server configuration.
Server dedicated to collaboration features. Its role is to implement Teamwork Services :

instant messaging, presence, audio and video conference, data sharing.
Alcatel-Lucent
Softphone compatible with OmniTouch 8400 ICS, can control another physical phone
4980 Softphone
set.
AMS:
Alarm Management
OmniTouch 8400 ICS feature, included in DTA.
Server
Apache
API:
Application
Programming Interface
Name of an open source consortium. The HTTP server used in OmniTouch 8400 ICS is:
Apache httpd server.
Contains the infrastructure of OmniTouch 8400 ICS (typically the WebAdmin and Web
Supervision tools) without OmniTouch 8400 ICS applications.

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OmniTouch 8400 ICS server name in a configuration limited to one single server. In a
AS Primary:
configuration with several OmniTouch 8400 ICS servers, the AS Primary server contains
Application Server
the main httpd, databases and OmniTouch 8400 ICS applications (including
Primary
configuration applications).
AS Secondary:
In a configuration with several servers, server containing OmniTouch 8400 ICS
Application Server
applications (with the exception of configuration applications.
Secondary
Alcatel-Lucent proprietary protocol used between the Alcatel-Lucent 4980 Softphone
ATAPI
application and OTS.
Authentication
OmniTouch 8400 ICS authentication can be:
Internal authentication (login/password, stored in DTA)

External authentication (login in DTA, login and password in an external server). Downstream authentication
(LDAP server, Radius) and upstream authentication (NTLM) are supported
C
Call back Sender
Feature of Messaging Services: audio call of the sender of a mail (be it a voice mail or email)
OmniTouch 8400 ICS application. Incoming and outgoing calls are logged. Users may
Call Log
view their call log on various interfaces (Alcatel-Lucent 8/9 series, TUI, Alcatel-Lucent 4980
Softphone, OmniTouch 8600 MIC and any other available application).
CRS: Call
OmniTouch 8400 ICS component applying routing rules on incoming calls (routing
Routing Service
requests are issued from the RSI through the OTS).
CM: Client
Management
OmniTouch 8400 ICS application for the device management of the mobile device
(OmniTouch 8600 MIC Mobile solution). This application uses the same infrastructure as
the device management service (DMS)
Connector for Exchange 2007. OmniTouch 8400 ICS uses E2007 web services to be
cnt2007
connected to E2007 server for messaging service in Unified Messaging. MASC and UDAS
use this component to access E2007 features.

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Collaboration services include instant messaging, presence and data sharing. Audio and
Collaboration
video conferencing can be added too, as well as audio and video chat. Possible
collaboration servers are: OmniTouch 8460 ACS, OCS and Lotus Sametime
Command Line
Client for management features (limited scope), available only from a console (text without
Interface
GUI), based on the MFI.
CTI:
Computer Telephony Interface

In an OmniTouch 8400 ICS topology, this server hosts the OmniTouch 8400 ICS
CTI Server
components linked to Alcatel-Lucent OmniPCX Enterprise Communication Server (OTS,

PRS and ACAPI).
CSTA
Protocol used to monitor and to drive devices embedded in the Alcatel-Lucent OmniPCX
Enterprise Communication Server.
D
DM:
OmniVista 4760 application for the management of Alcatel-Lucent OmniPCX Enterprise
Device
Communication Server SIP devices. It uses some OmniTouch 8400 ICS components
Management
(DMS, DTA, UMF,).
DMS:
Device
OmniTouch 8400 ICS component for device management (creation of the files
Management
containing device properties).
Service
Downstream
authentication
DTA:
DaTa Access
DTA Client
Authentication type: the login and the password key is sent to a server (OmniTouch 8400
ICS) and this server controls authentication with the authentication server (LDAP server or
Radius server). Upstream authentication works the other way round.
OmniTouch 8400 ICS component for the persistence of system and user configuration
data. It includes e.g. topology of components, configuration of components and user
rights and identities. Applicative data (e.g. call log, voice mails) are managed by DTA.
OmniTouch 8400 ICS library - RMI client of the DTA. Used by OmniTouch 8400 ICS
components to get/set configuration data.

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E
OmniTouch 8400 ICS management feature - used to initialize a system in case of
Easy admin
installation after a crash. The aim is to minimize manual configuration and still obtain
an operational system.
E2007
Acronym for the Microsoft Exchange 2007 server
ECS:
OmniTouch 8400 ICS component. Gateway between the OmniTouch 8400 ICS server
Enhanced
and OmniTouch 8460 ACS. For OmniTouch 8400 ICS, it provides access to instant
Communication
messaging and presence features, as well as conference creation. In OmniTouch 8460
Service
ACS, it sends the telephone status for aggregation with instant messaging presence .
EMS:
OmniTouch 8400 ICS component. Handles the mobility aspect for voice sessions, is
Enterprise Mobility
based on SIP and on remote extension in Alcatel-Lucent OmniPCX Enterprise
Server
Communication Server configuration.
EVS:
Event Server
Extension
Alcatel-Lucent OmniPCX Enterprise Communication Server component . Event bus. Two

main cases: server side (using JMX connection, RMI or XML) and client side (HTTP/XML
chunk mode - OmniTouch 8600 MIC Desktop and HTTP polling mode - WSP, plugins)
Extension of a third party thick client with OmniTouch 8400 ICS features. This applies to
Outlook and Lotus Domino.
F
Fax server
Third party component for OmniTouch 8450 FS features.
FlexLM
License server used in the OmniTouch 8400 ICS solution.
FOSS
Free Open Sources and Software.

OmniTouch 8400 ICS services bus. With this component, all OmniTouch 8400 ICS services are
FWK:
Framework
made available to the OmniTouch 8400 ICS applications: messaging, telephony, teamwork,
one number, uda, management, location, etc. FWK uses OmniTouch 8400 ICS services (CRS,
IMS, DTA, MASC, ECS, ...) and to process: FWK session and license management, service
localization, telephonic state publishing to ECS, etc.

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G
GAELIC
GUI
OmniTouch 8400 ICS component. Basically, it is the Alcatel-Lucent 4980 Softphone without GUI,
used with a web softphone WSP in case of WSP VoIP.
Graphical User Interface
H
HA: High
Availability
The ability (with different degrees) of a system to offer a service even when there is failure on
the system. For HA, OmniTouch 8400 ICS implements the following: N+1, active/passive,
data immediate duplication, automatic switchover with service disruption.
Customer topology where there is a main site (with an Alcatel-Lucent OmniPCX Enterprise
HQ/BO
Communication Server) and some minor sites (with or without Alcatel-Lucent OmniPCX
Enterprise Communication Server Media Gateway(s)). Between these sites, there is a WAN
deployment with VPN.
HTML
Hypertext Mark-up Language
HTTP
Hypertext Transfer Protocol
I
ICS:
Instant
OmniTouch 8400 ICS protocol, OmniTouch 8400 ICS client: in the ACS world, ICS is
Communications
the name of the proprietary protocol between client and server.
Suite
Different OmniTouch 8400 ICS systems (i.e. with different bases, different topologies),
ICS network
sharing some features. Possible features: UDA request through the network, sending
voice messages via the network, centralized management tool
An OmniTouch 8400 ICS system can be installed on one server or up to six different
servers. These are named respectively: AS primary, CTI server, AS secondary,
ICS topology
Middleware server, AS secondary 2 and CTI server 2 In case the HA option is

implemented, there is a supplementary server (called PC HA). Supplementary servers
can be installed for fax server and for IMAP4 front end.
IM
Depending on the context, IM can refer to Integrated Messaging or Instant Messaging.
IMAP4
Internet Message Access Protocol 4.

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OmniTouch 8400 ICS component. It has the role of IMAP4 server and uses MASC
IMAP4 front end
services to operate on voice mail boxes.
IMS
Integrated Messaging Service.

Instant messaging is a "soft real time" media communication based on typed text. "soft
Instant Messaging
real time" because this type of communication does not have the same real time
constraints as audio or video media communication.
OmniTouch 8400 ICS messaging features based on a 46x5 voice mail system. In IM
messaging, the 46x5 system is the voice mail system (for mail storage and TUI access),
Integrated
OmniTouch 8400 ICS provides further access to Alcatel-Lucent 8/9 series and web
Messaging
access. Other available messaging system are: UM (Unified Messaging) and LS (Local
Storage)
OmniTouch 8400 ICS component used to access to messaging services in IM, UM or LS.
It communicates in IMAP4, VMMC2 or RMI calls with the voice mail system (46x5, voice
Integrated
Messaging Service
app, MASC). Applications (mainly web and Alcatel-Lucent 8/9 series applications) use its
services to offer messaging features, without dependencies with the actual voice mail
system.
J
JSA:
OmniTouch 8400 ICS component, used in starting and supervision phases. In starting
Java
phases: it dialogs with the starters of OmniTouch 8400 ICS components to indicate if this
Supervision
component must be started or not. In the supervision phase: it collects information on
Agent
running components JSA includes no data, it receives orders from JSC.
JSC:
OmniTouch 8400 ICS component, used in starting and supervision phases. In starting
Java
phases: it gets the OmniTouch 8400 ICS topology and sends the start order to the different
Supervision
JSA. In supervision: it collects supervision data from JSA - this information is displayed on the
Client
WBS tool.
JVM
Java Virtual Machine.

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L
LDAP
Lightweight Directory Access Protocol.

Server answering LDAP request through the consultation/update of a database. In OmniTouch
LDAP
8400 ICS, there can be different LDAP server. Internally: OpenLDAP is used for system and user
Server
data configuration. Externally: LDAP servers can be used for external authentication and as
sources for UDA.
LS: Local
Voice Mail Server specific to OmniTouch 8400 ICS . Mails are stored within the OmniTouch 8400
Storage
ICS system (locally). MASC is in charge of this storage
M
Sometimes referred to as plugin. OmniTouch 8400 ICS component embedded
Mail Plugin
in Exchange 2003 or Domino server. Access to mail features for UM messaging

features (send, get delete voice mails as e-mails). Replaced by cnt2007 for
Exchange 2007
OmniTouch 8400 ICS component in charge of voice mailboxes with Local
MASC:
Storage and UM/E2007 case with Local Storage. MASC contains the voice
Mail Access Service
mailboxes and manages storage for UM/E2007. MASC contains a cache
Component or Message
corresponding to the state of voice mail boxs as they are on E2007 (actions
Access Service Component
and synchronization through cnt2007 ) In the 2 cases, MASC is responsible for

MWI management and synchronization
Messaging Services
Mass Provisioning
OmniTouch 8400 ICS applications including all features related to voice

message management (including TUI, web, thick accesses)
OmniTouch 8400 ICS management feature . Used to create or modify many
users in one single process.
OmniTouch 8400 ICS component dealing with TUI access to OmniTouch 8400
ICS features. The MS is a VXML platform, containing a VXML browser (VXML
MS: Media Server
interpretor), a SIP server (for signaling) and a resource server (for RTP sessions
and TTS features). It has no applicative logic: it requests the voice applications
to get VXML scripts to play.
Messaging Services
OmniTouch 8400 ICS applications corresponding to all the features relating to

voice messages management. It includes TUI, web, thick accesses.

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MFI:
OmniTouch 8400 ICS function, included in DTA . This offers access to a data
Management Framework
model, in consultation and modification. The data model corresponds to the
Interface
data managed by DTA or other data. Used for MyProfile, CLI and MIM .
Middleware Server
Sometimes referred to as MW server. In an OmniTouch 8400 ICS topology,

contains the FWK and services (IMS, CRS, UDAS, ECS, PMS, ).
MOC
Microsoft collaboration client for OCS.
MTA:
Element of the e-mail infrastructure in charge of the routing and delivery of e-
Mail Transfer Agent
mails (aliases and forwarding)
MTZ
Multi Time Zone: ability for a system to cater for users geographically located in
different time zones.
OmniTouch 8400 ICS management client with network capacities. MIM has the
MIM: Multi-Instance
capacity to be connected to different ICS in the same time. These ICS are in the
Management
same ICS network . MIM has a limited number of features, but have the
capacity to open the corresponding WBM for specific operations.
Message Waiting Indicator: corresponds to the ability for OmniTouch 8400 ICS
MWI
to switch on/off the telephone LED to indicate that users have new messages,
new faxes, etc.
OmniTouch 8400 ICS component (integrated in MASC in some cases)
MWI synchro
responsible for the synchronization of the LED state with the voice mail box
state.
MyA:
MyAssistant
One Number Services.
MyIC:
Corresponds to a set of OmniTouch 8400 ICS thick clients, offering the
OmniTouch 8600 MIC
different OmniTouch 8400 ICS services, with a non intrusive look and feel.
OmniTouch 8600 MIC

Mobile
OmniTouch 8600 MIC on Mobile.
OmniTouch 8600 MIC
OmniTouch 8600 MIC on Alcatel-Lucent 8/9 series based on RMI services
Deskphone
(FWK) and RMI eventing (EVS).
OmniTouch 8600 MIC
OmniTouch 8600 MIC based on web services in SOAP (FWK) and eventing in

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Desktop
HTTP/XML in chunk mode (EVS).
OmniTouch 8600 MIC
OmniTouch 8600 MIC Desktop including an embedded SIP softphone (reusing
Desktop SIP
the Abers component).
MyM/ MyMessaging
Messaging Services.
MyP/ MyPhone
Telephony Services.
OmniTouch 8400 ICS application offering preferences for users (get and set),
MyProfile
such as number format, languages, time zone, etc.
MyT/MyTeamwork
Teamwork Services.
N
NAOS
Non Alcatel-Lucent Owned Software
NGVM
New Generation Voice Mail, usually referred to as: OmniTouch 8440 MS
NOE
New Office Environment: former name of Alcatel-Lucent 8/9 series phones
NOE
applications
OmniTouch 8400 ICS applications dedicated to Alcatel-Lucent 8/9 series. They include
OmniTouch 8600 MIC, telephone, teamwork and messaging services. These applications are
displayed on the phones through the PRS
Feature available for GSM or via VoIP. Provides access to telephony services outside the
company via a PSTN access (GSM) or H.323 access (VoIP). Specific OmniTouch 8400 ICS
Nomadic
telephone feature (with 2 modes GSM and VoIP). User connected from outside company
premises can launch their Alcatel-Lucent 4980 Softphone and access OmniPCX Enterprise
telephone feature, from their GSM or directly on their PC (in H.323). This is available with the
Alcatel-Lucent 4980 Softphone, WSP and MyIC.
O
OCS
Microsoft collaboration server (Office Communication Server). The main client is

MOC (Microsoft Office Communicator).
OmniTouch 8400 ICS applications dealing with routing features, based on rules
One Number Services
definition, routing activation (forward on RSI point) and routing computation (by
CRS).

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FOSS used as the database (with Berkeley DB as backend) for user and system
OpenLDAP
configuration.
Omni Sip Server stack
OSS:
OmniSIP Server Proxy
OmniTouch 8400 ICS library - included in the different OmniTouch 8400 ICS
component (OSS, MS and EMS) SIP parser and stack.
OmniTouch 8400 ICS component - SIP proxy and registrar.
OTS:
OmniTouch 8400 ICS component offering CSTA connectivity on OXE pbx. It
Open Telephony Server
offers all the telephone features based on CSTA monitoring and command.
OTUC:
OmniTouch Unified
Communications
Product previously offered by Alcatel-Lucent. Alcatel-Lucent OmniTouch Unified

Communications R5.x is the background for OmniTouch 8400 ICS R6.0 systems.
P
PMS:
Pbx Management
Service
OmniTouch 8400 ICS component, access to OmniPCX Enterprise management (through

the ACAPI server)
Specific OmniTouch 8400 ICS telephone feature where the PC is the telephone. This
PCMM2
software is seen by the OmniPCX Enterprise as a TDM device with VoIP capacity.
Available with Alcatel-Lucent 4980 Softphone, WSP and OmniTouch 8600 MIC Desktop.
Personal
Automated
Attendant
PSP:
Phone Set
Programming
Feature of Messaging services: allows the caller to try to reach the caller or her/his
colleague instead of leaving a voice mail.
OmniTouch 8400 ICS application to manage phone device features (keys, forward,).
There is also a phone set programming web service.
PIM:
Personal
Software with which a user can manage personal data (contacts, meeting,). In UDAS
Information
can access the outlook PIM (if stored on the server) to enrich a UDA search?
Manager
Plugin:
See: mail server plugin

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Notion is linked to instant messaging. When users are connected to the IM server, their
presence is "on line" (with different sub cases: occupied, out to lunch, etc.) When users are
Presence
not connected (and not available to receive IM), their presence is "off line". This can be
aggregated with other states or presence.
PRS:
OmniTouch 8400 ICS, component linked to an OmniPCX Enterprise (through a protocol
Presentation
called IPlink) gateway for the NOE applications to the IP touch devices
Server
R
Rich
Presence
RSI
RMI
Instant messaging presence with other presence states: telephonic state, calendar state, In
OmniTouch 8400 ICS, the telephonic state is added to standard instant messaging presence
data.
Routing Services Interface (CSTA Routing Point used in the OmniPCX Enterprise) used for One
Number Services
Remote Method Invocation (Java method for invoking remote objects)
S
Sametime
SBC
SIP
IBM Lotus solution for collaboration services, included in Domino/Lotus system.

Session Border Controller: SIP element acting as a SIP back-to-back user agent for NAT/firewall
traversal
Session Initiation Protocol.
invoking component displaying NOE applications on PDA sets, through a connection with PRS .
SmartPRS
From a PRS point of view, it is a PCX emulation, and from the PDA point of view, it is a web
application.
SOAP
SSL
SSO
Simple Object Access Protocol (Information Exchange based on XML over HTTP for Web Services
support).
Secured Socket Layer.
Single Sign On: authentication mechanism where only one authentication phase is requested to
enter into different applications (generally this needs an authentication token).

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Starter
Sybase
OmniTouch 8400 ICS, component. Generic component launching the OmniTouch 8400 ICS,
component only when it receives the order from JSA.
DBMS used in the OmniTouch 8400 ICS, system for applicative data (call log, routing rules, uda
cache, registrar,).
T
Teamwork Services
Applications linked to collaboration features.
Telephony Services
OmniTouch 8400 ICS, applications linked to telephonic features.
TLS
Transport Layer Security
Tomcat
FOSS - servlet container used in OmniTouch 8400 ICS.
TTS
Text To Speech
TUI
Telephony User Interface (Application acceded from voice accesses)
U
UDA:
Universal
Directory
Access
OmniTouch 8400 ICS application linked to name search on several directories (including
the PCX phone book, OmniTouch 8400 ICS directory, external directories and possibly the
PIM of the requesting user).
OmniTouch 8400 ICS, component dealing with UDA requests. It has the capacity to search
UDAS:
Universal
Directory
Access Server
on the internal directory, a PCX phone book (retrieved by the OTS), external directories (in
LDAP) and in the PIM of the requesting user (through cnt2007 or plugin). It uses two
databases for caching: one with the external LDAP directory values (with synchronization)
and one for TUI search (in this case it receives the name in digit format. It has also the
capacity to search in internal directories from other OmniTouch 8400 ICS, systems (in case
of an OmniTouch 8400 ICS network).
UL:
OmniTouch 8400 ICS application/service used by thick clients to get information on user
Unified Login
rights, profiles and system configuration.

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UM:
Unified
Messaging
UMF:
Unified
Management
Framework
UMF core
UMF presentation
URL
Upstream
Authentication
OmniTouch 8400 ICS messaging features based on an external mail system. In UM

messaging, the voice mails are stored on the mail system, in the user mail boxes. The
mail system can be an Exchange server (with plugin or through cnt2007), a Domino
server (with plugin) or another IMAP4 mail system (without plugin, only IMAP4 link).
OmniTouch 8400 ICS set of components for management, contains UMF-core, UMF-web
service and UMF-presentation, used by some OmniTouch 8400 ICS component to have
their configuration (EMS and OSS). UMF is based on DTA for data persistence and
eventing and WBM for display. UMF element used by EMS and OSS to get their
configuration data in SOAP.
UMF core element linked to DTA, responsible for access to data.
Element which displays data managed through UMF. WBM redirects requests on it for this
data.
Uniform Resource Locator.
Authentication based on a first authentication phase done before, and the control of the
authentication done by token control (example:NTLM). Downstream authentication is the
opposite.
V
VMMC2
VMS: Voice
Mail System
Voice
Application
Proprietary protocol to interact with a voice mail server and process voice messages.
System which manages voice mails in voice mail boxes. InOmniTouch 8400 ICS, a VMS can
be IM, UM, LS or e-mail only (specific case). A VMS is defined by a type, a storage and an
access QMCDU.
OmniTouch 8400 ICS set of applications, including all the applications designed for TUI
access to exploit messaging, telephone or one number services. It contains the
corresponding logic. It receives MS requests and computes the VXML script to execute.
VPIM
Voice Profile For Internet Mail Protocol for voice mail exchange between voice mail systems.
VxML
Voice XML language

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W
WBM:
OmniTouch 8400 ICS application for management, based on DTA and with interworking
Web Based
with UMF-presentation. It includes the Easy admin tool. It serves directly the PRS
Management
(notification and get configuration data).
WBS:
Web Based
OmniTouch 8400 ICS application for supervision, based on JSC.
Supervision
WSP: Web
OmniTouch 8400 ICS web application for telephone features. Can offer PCMM2 or
SoftPhone
nomadic VoIP feature, via GAELIC.
X
XML
eXtended Markup Language.
End Of document

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Alcatel-Lucent OmniTouch Instant

Summary This document describes the troubleshooting activities in an OmniTouch Instant

ICS R6.X Troubleshooting Guide TG0063

ICS R6.X Troubleshooting Guide TG0063

About Trouble Shooting Guide ........................................................................................................... 10

TELEPHONY SERVICES APPLICATION................................................................................................. 13

Configuration elements ............................................................................................................... 13

Right required for installing and updating product ................................................................ 13

4980 default language at the beginning .............................................................................. 13

Change password menu in A4980.................................................................................. 13

Impossible to start A4980: license error ............................................................................... 16

Telephony services with remote extension: restrictions ........................................................... 16

Trace elements ............................................................................................................................ 17

4980 Notes ......................................................................................................................... 17

Generic connector ............................................................................................................... 18

4980 authentication traces / unified login ............................................................................ 18

Websoftphone traces ........................................................................................................... 19

Way to see dial able numbers .............................................................................................. 19

Already encountered situations and solutions ............................................................................... 21

No possibility for Nomadic GSM doing / receiving call ......................................................... 21

VoIP module installation for websoftphone IP ....................................................................... 23

Checking the Quality of Service (QoS).................................................................................. 24

Checking the Windows Task Manager.................................................................................. 26

Checking the audio tuning ................................................................................................... 27

Checking audio devices ....................................................................................................... 27

Checking the client computer device .................................................................................... 28

Analysing the Initialisation in progress state....................................................................... 28

Application is running and enters in Initialization in progress state ..................................... 29

Initialization in progress with 4980 Softphone in Nomadic mode....................................... 29

Port(s) must be opened when using a VPN or a Firewall........................................................ 29

Checking the VoIP Gateway configuration............................................................................ 30

Checking abers.exe process................................................................................................. 30

ICS R6.X Troubleshooting Guide TG0063

Checking abers and gaelic processes............................................................................. 30

Checking audio devices ....................................................................................................... 31

Checking Nomadic Ghost Z resources ................................................................................. 31

No dtmf access from 4980 .................................................................................................. 33

Routing VLAN problem ........................................................................................................ 33

Impossible to connect you to Websoftphone or WebAdmin with IE ........................................ 34

INTELLIGENT RICH PRESENCE ........................................................................................................... 35

What has to be checked if it does not work .................................................................................. 35

MY INSTANT COMMUNICATOR ........................................................................................................ 36

Configuration elements ............................................................................................................... 36

Right required for installing and updating product ................................................................ 36

My Instant Communicator on PC.......................................................................................... 36

My Instant Communicator on IP Touch: Homepage .............................................................. 36

Advanced configuration ....................................................................................................... 37

My Instant Communicator on IP Touch: Receive Instant Message .......................................... 38

ICS WebAdmin .................................................................................................................... 39

Trace elements ............................................................................................................................ 41

Setup log on MyIC ............................................................................................................... 41

Get log file .......................................................................................................................... 41

Stop log on MyIC................................................................................................................. 41

Tracing of MyICService process/service ................................................................................ 42

VOIP Traces on MyIC........................................................................................................... 43

Gaelic traces ....................................................................................................................... 43

Complement of traces for the Teamwork part....................................................................... 43

My Instant Communicator on IP Touch: Homepage .............................................................. 44

Already encountered situations and solutions ............................................................................... 45

No access to homepage but the other PRS application on IP Touch set.................................. 45

MyIC QoS configuration ...................................................................................................... 45

MyIC SIP ..................................................................................................................................... 45

ICS R6.X Troubleshooting Guide TG0063

To setup logs for MyIC or abers ........................................................................................... 46