MITEL COLLABORATION ADVANCED CONFIGURATION AND MAINTENANCE MANUAL ISSUE 5.
NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
Table of Contents Chapter 1: Overview Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 New Features, Enhancements, and Changes to MCA 5.0 SP1 . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 MCA Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Remote Control enhancement . . . . . . . . . . . . . . . . . . . . . . .
Configuration and Maintenance Manual Configuration Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Configure the Mitel Communications Director (MCD). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Configure SIP Device Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Configure Extended Hunt Groups . . . . . . . . . . . . . . .
Table of Contents Migrating IAWC Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Configuring SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Configure SIP Server – MCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Configure SIP Server – Mitel 5000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Configuration and Maintenance Manual Install History Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Port Reservations Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 To install MCAC for all users (as the administrator) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Chapter 4: Troubleshooting Introduction . . . . . . . . . . . . . . .
CHAPTER 1 OVERVIEW
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Introduction Formerly known as Audio and Web Conferencing (AWC), Mitel® Collaboration Advanced (MCA) provides an integrated application to create audio and Web conferences using corporate directories and personal address books from Microsoft® Outlook® and Lotus Notes®. MCA is packaged on the Mitel Applications Suite (MAS) server, which is linked by an Ethernet connection to the IP network.
Configuration and Maintenance Manual New Features, Enhancements, and Changes to MCA 5.0 SP1 This MCA Configuration and Maintenance Manual was last published as MCA 5.0. This section provides information about the following new features included in the MCA 5.0 SP1 release. MCA Launcher This release provides a new Launcher feature on MCA for Windows clients. Prior to this release, the only methods to join a conference were via the MCA web page or via the UC Advanced Collaboration feature.
platforms: Chrome, Firefox, Internet Explorer, Safari as well as iOS and Android built-in browsers. Specific to this release, Internet Explorer 9 and 10, Windows 8, iOS 6.0 and Android 4.1 will be supported. See User Computer Requirements on page 9. Personal ID (Identification) MCA 5.0 introduces Personal ID which is a unique numeric identifier for each user of the system. The Personal ID provides a way to identify and link audio and web participants.
Configuration and Maintenance Manual • Restrict duplicate personal IDs on audio connections: • If selected, duplicate IDs are not allowed on audio connections. Participant impact: Depending on the option selected by the leader, participants may be forced to enter a Personal ID upon joining a conference. The email invitation will indicate if a Personal ID is required to attend the conference.
the results of the interoperability tests and how the devices should be configured for successful interoperation. For the complete list of devices that can interoperate with please refer to Knowledge Base article called the SIP Technical Reference Guide 08-5159-00014. This Reference Guide can be found on Mitel On-Line under ‘Support’ and then under ‘Mitel Knowledge Base’. High Definition (HD) Video Support MCA 5.0 introduces HD Video support by adding user control to effectively manage this new capability.
Configuration and Maintenance Manual Session Recording Enhancements Additional administration mechanisms were added to better manage Session Recordings, such as auto-clean mechanism, disk utilization alert, deletion of recordings as well as the identification of recordings as permanent records. Audio Codec (change to G.729 Audio compression ports) MCA 5.0 will provide the ability to adjust or disable the number of G.729 audio compression ports being used.
Specifications and Requirements Hardware, software, network, and communication platform specifications and requirements for MCA are defined in accordance with MAS server specifications. Because MCA must be installed on a MAS server (v5.0 or later), hardware requirements for the server are determined by MAS requirements. MCA hardware requirements for single and multi-application configurations are the same.
Configuration and Maintenance Manual VMware View The following MCA user interfaces can be presented by VMware View: • UI presentation, including MCA Web Portal and streaming video (receive only) through the MCA Collaboration Client application running in the virtual desktop. All Web-based conferencing and collaboration features are fully supported. Collaboration Client application and screen sharing features are fully supported. Note: See Virtual Appliance Deployment Guide at http://edocs.mitel.
VMware View Capacity and Performance The capacity and performance information for MCA provided in this section is based on single-application MAS server deployment. If running multiple applications on the MAS server, the capacity and performance of MCA are affected, depending on the loading of server resources with the other applications running. In addition, capacities are also affected when MAS is run in a virtualized environment.
Configuration and Maintenance Manual • Maximum number of users per audio conference: 200 A maximum of 100 concurrent users with G.729 encoding can connect to all audio conference calls in progress (as per previously noted, the number of G.729 ports is configurable under system options Table 6 with a range of 0-100, with default of 100). Once the maximum number of G.729 ports have been reached, additional users with G.711 encoding can connect and join an audio conference up to the supported limits.
VMware View • Bandwidth consumption varies widely based on the features in use, the settings chosen for each feature, and the content of the Viewer (Desktop Sharing). Settings that impact bandwidth include: • Video: Video size, frame rate, video quality, raw image size and number of participants. • Application/Desktop Sharing: Size, scan rate, content, and color resolution. • File Sharing: File size and the number of participants a file is being shared.
Configuration and Maintenance Manual Table 4 shows the maximum and peak bandwidth capacity for a single video stream. One two-party video involves four streams; from each participant to the server and from the server to each participant. A 200-party conference with only the host broadcasting video involves 200 streams; one from the host to the server and 199 from the server to each participant's computer.
VMware View Firewall and DNS Server Configuration MCA can operate on MAS configured either behind a firewall in LAN mode (server-only), see the figure below, or in Network Edge mode (server-gateway), see page 16, where the MAS server provides the firewall. Refer to the Mitel Applications Suite Installation and Administration Guide for information about MAS network deployments.
Configuration and Maintenance Manual Note: If MAS is configured in LAN mode with a Mitel Multi-protocol Border Gateway (MBG) Web Proxy, refer to the MAS Installation and Maintenance Guide and Mitel Border Gateway Guide with Web Proxy 2.0 Guide, located on the Mitel Web site (http://edocs.mitel.com), for configuration information.
VMware View Table 5: Firewall Port Settings (continued) Port Range Direction Purpose and Details UDP 5060 UDP 6060 SIP phone ← → MCD Mitel 5000 and Inter-Tel Axxess By default for UDP connections, the MCD listens on port 5060 and the Mitel 5000 and Inter-Tel Axxess listens on port 6060. MCA SIP phones are configured to use the same port. Refer to the communication platform documentation for configuring this port. UDP 20000–20998 (SRTP) SIP phone ← → MCD MCD SIP phone default port range.
Configuration and Maintenance Manual IAWC Migration This release of MCA allows you to maintain your existing Inter-Tel Audio and Web Conferencing (IAWC) data and upgrade to the latest version of MCA on MAS. If qualified, the existing IAWC server hardware can be reused and upgraded to run the latest MCA software. In this section, an overview of the IAWC to MCA migration process is provided. Note: The IAWC server must be running the latest software version (v3.0.
VMware View on the Application Management Center (AMC) and should include MCA with the appropriate number of audio and Web ports. For details about MAS licensing, refer to the Mitel Applications Suite Installation and Maintenance Guide. MAS Installation and Configuration Refer to the Mitel Applications Suite (MAS) documentation for installing and configuring MAS with MCA. The MAS Installation and Configuration Manual and MAS Engineering Guidelines are available on the Mitel Web site (http://edocs.mitel.
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CHAPTER 2 CONFIGURATION
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Introduction This chapter describes the initial set up and configuration of the communications system platform you are using with MCA. For detailed procedures and information about the communication platform, refer to the applicable system documentation. Refer to the Mitel Applications Suite Installation and Maintenance Guide on the Mitel eDocs Web site (http://edocs.mitel.com/default.
Configuration and Maintenance Manual Configure the Mitel Communications Director (MCD) When the system platform you are using is the Mitel Communications Director (MCD), configure it first before you enter the SIP Server Configuration information in MCA. This allows the MCD to communicate and operate with the MCA product installed on the MAS server.
Configure Class of Service Options/Assignment for COS you will use for MCA ports, and then set Suppress Simulated CCM after ISDN Progress to Yes. Create IP Devices Create IP devices on the system for conferencing extensions on MCA. Add a new device and configure the Multiline IP Set Configuration. Complete the following information for the multiline IP set range: • Enter the number of records to add: The number of IP devices that you are creating.
Configuration and Maintenance Manual Configure the Mitel 5000 CP When the system platform you are using is the Mitel 5000 Communications Platform (CP), configure it first before you enter the Server Configuration information in MCA. Configure extensions in the Mitel 5000 Database Programming as 86xx ports, and then set the communication link to allow the system to communicate and operate with the MCA product installed on the MAS server.
Create a Hunt Group After the IP devices are created and configured to communicate with MCA, you need to create a hunt group and add the IP phone extensions to it. The hunt group extension is the number you enter for the dial-in number in System Options (see page 38). Create a hunt group, and then add members. The members of this hunt group are the extensions you created previously for the conference extensions; see Create IP Devices for 86xx Ports on page 26.
Configuration and Maintenance Manual Configure the Inter-Tel Axxess System Platform If the system platform you are using is the Inter-Tel Axxess system (v11.0 or later), configure it first before entering the Server Configuration information in MCA. Configure extensions in the Inter-Tel Axxess Database Programming as IPRC ports, and then set the communication link to allow the system to communicate and operate with the MCA product installed on the MAS server.
Create a hunt group, and then add members. The members of this hunt group are the extensions you created previously for the conference extensions; see Add IPRC and Create IP Devices on page 28. Do the following: • Create a hunt group extension number. Leave the Number of Extensions as 1 (default). • Type a description for the extension, for example, MCA1. Descriptions can contain up to 20 characters and hunt group user names can contain up to 10 characters.
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CHAPTER 3 PROGRAMMING
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Introduction This chapter describes the initial set up and configuration of Mitel Collaboration Advanced (MCA). After the communications platform is configured, the initial configuration of MCA and any future changes (for example, adding a user) are done through the Mitel Applications Suite (MAS) Server Manager – Mitel Collaboration Advanced Web interface. Only the Mitel Collaboration Advanced portion of the interface is described in this chapter.
Configuration and Maintenance Manual After completing these areas, set up the remainder of the MCA configuration in any order you choose. The programming information provided in this chapter is presented in the same order (top to bottom) as displayed in the MCA Administrator interface navigation bar. Stopping and Starting the MCA Server As an MCA administrator, you can stop and start all the MCA services without having to reboot the entire MAS server.
3. • Internal Port: The port to which internal (local network) attendees connect for Web conferencing. The local network must allow access to this port for internal users. • External Port: The port to which external attendees connect when joining a Web conference. Port 443 (default) is recommended because it is a common port open on firewalls. • Web Conferencing Name: The additional hostname designated for the Web conferencing server.
Configuration and Maintenance Manual - The “To listen to this recording using your telephone” area on the Recording page is hidden and is not available to the user. This prevents ports from being used that may conflict with ports reserved for scheduled conferences. • When you do not select Enable Port Reservations, the “Conference Size” field on the One-time, Recurring, and Reservationless Conference Web pages is hidden. The conference size is not relevant when the server does not track port resources.
Table 6: System Options Settings Option Description Dial-In Phone Number 1 Type the first telephone number assigned to MCA that users dial to join conferences. This is typically a Direct Inward Dialing (DID) telephone number, but it can be any number used to dial into a conference. This value is included in the "Dial-In numbers" section of the Meeting Details displayed by the Mitel Advanced Collaboration Clients and included in the default contents of the Conference invitation.
Configuration and Maintenance Manual Table 6: System Options Settings (continued) Option Description Dial-In Phone Number 3 Type the third telephone number assigned to MCA that users dial to join conferences. This is typically an extension or hunt group number, but it can be any number used to dial into a conference.
Table 6: System Options Settings (continued) Option Executive Ports Description Type the number of audio ports on the system you want to reserve for the exclusive use of conferences created by executive users. If the number of Executive Ports is non-zero, when someone joins a conference created by a non-executive user, the number of ports available is decreased by the number of Executive Ports. See Editing a User Profile on page 58 for information on how to configure a user to be an executive user.
Configuration and Maintenance Manual Table 6: System Options Settings (continued) Option G.729 Port Limit Description Audio Compression port limit valid values are 0-100 (default is 100). Uncompressed audio ports will be used once the maximum has been reached. A value of 0 indicates G.729 audio compression ports are disabled. Note: 2-way Client Audio feature introduced in MCA 5.0 will only use G.711 voice encoding ports (it will not use G.729 ports).
to start using MCA immediately. These user defaults are set when MCA is initially configured (see Configuring the Default User Settings on page 66). If a user requires authorizations that differ from the MCA defaults, you can use the administrator Web client to change that user’s profile. See Editing a User Profile on page 58. The following procedure is for configuring LDAP with Active Directory, which is the most common LDAP authentication.
Configuration and Maintenance Manual 6. • Entered text must be lower case except for DC, OU, CN, which must be upper case. Using upper case letters for anything else may cause the LDAP integration to fail. • If not using the standard Users folder, use OU instead of CN for the folder names. • If OUs are in sub-folders, list them in reverse order separated by commas.
to change. For a complete list of audio prompts (United States English only), see Voice Prompts on page 93. Recording Custom Prompts Recording prompts is not a feature of MCA and must be done externally, then saved in the proper format. Prompts are stored in 8 KHz, 8-bit or 16-bit, mono, mu-law, .wav format. In network environments where A-law encoding is used, the internal prompts are stored in mu-law format. The file name of a custom prompt recording must match the existing file it is replacing.
Configuration and Maintenance Manual 5. Click Browse to locate the file you want to use in place of the existing file. Note: If necessary, click Revert This Prompt to Default to return to the default file for the selected prompt. This feature is only available for English language prompts and will not restore prompts for Custom Language 1 or Custom Language 2. 6. Click Upload, and then click Ok at the prompt. To upload custom voice prompt batch files: 1.
To Upload a new Music-On-Hold file: 1. Type the path name or click Browse to select a new .wav file. 2. Click Upload, and then click Ok at the prompt. Your file will be added to the end of the Music On Hold File Name list. 3. Select the file from the Music-On-Hold File Name list, and then upload it to set it as the Music-On-Hold. Viewing the Licenses Server port and user capacity is controlled by an application ID through the Applications Management Center (AMC) and registered on the MAS server.
Configuration and Maintenance Manual Note: SIP Video and High Definition (HD) Video require enhanced video ports. When the number of Enhanced Video ports purchased is not 0, the number of Web/Video ports licensed and the number of Enhanced Video ports licensed are always the same. • Max users licensed: The number of MCA user accounts allowed that can be configured on the system. Note: The Licensing Usage page shows the current number of in-use ports/users. See License Usage on page 73.
3. Click Save, and then click Ok in the confirmation dialog box. To restore default settings: 1. Click Restore All Defaults to select all settings to change back, or select the Default check box next to the individual areas of the user interface. 2. Click Save, and then click Ok in the confirmation dialog box. Configuring Dial Access String (DAS) Rules The DAS Rules options are available in the MCA navigation pane only when you set Enable DAS Rules on the Systems Option page.
Configuration and Maintenance Manual 2. Type the specific rules you want the conferencing server to follow when processing dialed digits or SIP addresses. An example is shown below: Length of Intercom Call (IC) extension Outside line dialing prefix DAS Rule 1 = s/^\+(.{4}$)/\1@$(PRIMARYINTERNALIP)/ DAS Rule 2 = s/^\+(.{5}$)/\1@$(PRIMARYINTERNALIP)/ National direct dialing prefix DAS Rule 3 = s/^\+x(.*)/\1@$(PRIMARYINTERNALIP)/ DAS Rule 4 = s/^\+1(.*)/81\1@$(PRIMARYINTERNALIP)/ DAS Rule 5 = s/^\+(.
Table 7: DAS Rule Syntax Descriptions Character Description $ End of the string ^ Beginning of the string . (period) Any character * 0 (zero) or more items. For example, a* means 0 or more number of a in the string. ? 0 (zero) or one item. + 1 or more number items x The number that follows is dialed as it appears. \d Digits \1, \2, \3,...
Configuration and Maintenance Manual 4. This page shows progress of the migration and it is automatically refreshed while the data is being restored. After the data is restored, a status message on the page will indicate if the migration was successful. If for any reason a portion of the data is not restored, it is indicted by a red X along with a brief description. After you restore the IAWC data on MCA, the MCA server will restart automatically.
5. Enter the following information: • Extension First: Type the extension number of the first IP device in the hunt group used by the MCA server to register itself with the Mitel 3300. • Extension Last: Type the extension number of the last IP device in the hunt group used by the MCA server to register itself with the Mitel 3300. • Extension PIN: Type the User PIN for the MCA ports on the Mitel 3300. This field is NOT mandatory.
Configuration and Maintenance Manual To configure the SIP component for a Mitel 5000: 1. From the MCA administrator page, click System Options in the navigation pane. 2. Select Mitel 5000 from the Platform list options. 3. Click Save, and then click Ok at the prompt to restart MCA. 4. From the MCA administrator page, click Configure SIP Server in the navigation pane. The Mitel 5000 SIP Server Configuration page appears. 5.
6. Click Save, and then click Ok at the prompt. 7. Verify the results of the SIP registration process, go to Checking Proxy Extension Status on page 69. Configure SIP Server – Inter-Tel Axxess Use the following settings only when configuring MCA with an Inter-Tel Axxess system. Configure the Inter-Tel Axxess system first, and then configure the SIP server settings using the information from the Axxess system configuration. See Configure the Inter-Tel Axxess System Platform on page 28 for details.
Configuration and Maintenance Manual 6. 7. • OAI Port: Type the port number used on the Inter-Tel Axxess for OAI. The default value is 4000. • OAI Password: Type the password used to connect to OAI. Type the following information for the IPRC you want to connect to MCA: • IP Address: Type the IP address of the Inter-Tel Axxess IPRC. • Extension First: Type the extension number of the first IP device used by the MCA server to register itself with the Inter-Tel Axxess.
To upgrade or downgrade an MCA client application version: 1. From the MCA main page, under Configuration, click Manage Clients. 2. Click Browse to open the File Upload window. 3. Navigate to the new MCA client file (.rpm extension) to upload. 4. Click Upload New Client to place the new client version on MCA server, which will automatically make it available for the users. 5. Once the client package has been successfully uploaded and installed, a success message is displayed. 6.
Configuration and Maintenance Manual User Setup and Account Management Note: Do not add new MCA users, delete existing MCA users, or manage accounts from the MCA administrator interface. Instead, you should configure users from the MAS administrator interface, Server Manager – Users and Services. If you create new users through the MCA administrator, they will appear as an Unassigned service associated with MCA. Refer to the MAS administrator online Help for managing user accounts.
Adding Guest User Accounts As an administrator, you can create guest user accounts for Mitel Collaboration Advanced. Note: Guest User Accounts must be created on MCA, they cannot be created via MAS administrator interface. To add individual guest accounts: 1. From the MCA Administrator page, click Add Guest User in the navigation pane. 2. Type the Display Name and Email for the new guest user. The email must be in the format: name@host.com. 3.
Configuration and Maintenance Manual Accessing a User Account To view, modify or delete account information, you must first select a user. To select a user account: From the MCA administrator page, select the user that you want to modify or delete. Do one of the following: • Click Administer User in the navigation pane to open the User Lookup page. a. Type the user name in the box for the account that you want to modify. If you type a partial user name, it may return multiple results. b.
2. Modify the following information: • New Password: Indicates the password used to log on to the conference bridge. Type information in this box only when you want to change the password for this user. • Registered Phone: Indicates the telephone number of the user that MCA will call when calling out to the User ID. • Dial out allowed: Indicates this user can dial out (CO call) to others using the system. The default is selected.
Configuration and Maintenance Manual Viewing Scheduled Conferences You can view a list of the user’s scheduled conferences, including date, time, and access codes. See Scheduled Conferences on page 77 for information on viewing all scheduled conferences. To view scheduled conferences: 1. Select the user account that you want to view, see Accessing a User Account on page 58. 2. Click View Scheduled Conferences. 3. Select a date range for the scheduled conferences that you want to view. 4.
3. (Optional) If project or department codes are required when a user creates a conference, you can type a specific Project Code or Department Code to filter the data based on the parameters entered. 4. Select from the Sort By list to determine how you want the report to appear. 5. Select one of the following report formats: 6. • Web Report: Generates a report in a new Web browser window. • CSV Report: Generates a comma-separated values file that you can save to your computer.
Configuration and Maintenance Manual dialing into the conference, must match the Minimum IVR Access Code Length as defined in the System Options parameters (see page 36). To set up a reservationless conference: 1. Select the user account that you want to set up conferences, see Accessing a User Account on page 58. 2. Click Schedule a Reservationless Conference. 3.
3. Type the delegate’s user name, and then click Assign. The user name must be in the format: name@host.com. Listing User Accounts You can view a list of users with accounts on MCA to see the current setting, and then click a user name to access and manage their profile. To list user accounts: 1. From the MCA administrator page, click List Users in the navigation pane. The list of user page appears with all of the currently configured users (defined within the database), as shown in the example below.
Configuration and Maintenance Manual 2. Click Browse to locate the .csv file with the user information you created previously. 3. Indicate whether or not you want to encrypt passwords, and then click Process File. The status of the creation of each user (and their optional reservationless conferences) is displayed. Bulk Provisioning Reservationless Conferences As an administrator, you can set up reservationless conferences for system users.
2. Select the file you want to process by entering the path and file name or click Browse to navigate to the file. 3. Click Process File. The status of the reservationless conferences appears. 4. After you select the file and upload it to MCA, perform the procedure Downloading Reservationless Conferences on page 65 to retrieve the resulting leader/participant access code pairs. Note: If Custom Access Codes have been enabled, the access codes for both the leader and participants are provided.
Configuration and Maintenance Manual Configuring the Default User Settings When initially provisioned, all users are given the same set of user settings and permissions. This configuration is called the Default User Settings. You can set the defaults for all users on MCA. To view or edit the default user settings: 1. From the MCA administrator page, click Default User Settings in the navigation pane. 2.
• Generic Long: Use this setting for e-mail clients (for example, Microsoft Outlook) that allow for long form inserts (usually more than one line). • Generic Short: Use this setting for e-mail clients that only allow short form inserts (usually one line). 3. Do one of the following, if necessary: • To restore the original defaults at any time, click Restore Original Defaults, and then click Ok at the prompt.
Configuration and Maintenance Manual • Allow “None” Option: When selected for Department Code or Project Code, None appears in the billing code list as a selectable option. To add a billing code: 1. From the MCA Administrator page, click Billing Codes in the navigation pane. 2. Type a new department or project code in the box, and then click Add. To delete a billing code: 68 1. From the MCA administrator page, click Billing Codes in the navigation pane. 2.
Server and User Activity Monitoring Application and server management is provided through functions available under the Monitoring menu button. As an administrator, you can monitor MCA and user activities. Viewing Active Calls You can view information about conferences that are in progress on MCA. The call information page is updated according to the refresh rate that is selected at the top of the page. The default refresh rate is every 30 seconds. To view active conference calls: 1.
Configuration and Maintenance Manual often (about every 30 minutes), only the last attempt is displayed. An explanation of the Proxy Extension Status page results for each system is provided in this section. The following is an example for the Mitel 3300 (MCD). The following defines the Proxy Extension Status page results for the Mitel 3300 example. • MCA sends a REGISTER message to icp3300 indicating that it would like to register itself as a particular phone, in this case7002@linktivity.
Call-ID: 843296448@awc2 CSeq: 1 REGISTER From: ;tag=764313295 To: Contact: ;methods="INVITE, SUBSCRIBE, BYE, CANCEL, ACK” Expires: 3600 User-Agent: Mitel-AWC/3.5 Content-Length: 0 • The Mitel 3300 receives this message and lets MCA know that it is now trying to authenticate the user: Apr 2 15:55:35.777764 Received UDP message from socket 7 (UDP_CH 10.0.0.198:5060): SIP/2.0 100 Trying Via: SIP/2.0/UDP 10.0.0.
Configuration and Maintenance Manual The following is an example for the Mitel 5000 and Inter-Tel Axxess systems. The columns display the following information: • i: The proxy entry number (starts at 0 and increases). • N: The extension entry number. • U: The username (in most cases this will be the extension number). • H: The domain name. • I: The in-use flag (1 for in use, 0 for not used). • E: The expiration time (when e equals 0, the server will re-register).
Mark them as permanent: In this case the recording will never be auto deleted. The only way to delete recordings marked as permanent is for the administrator to select a record and manually delete it from the admin portal. Once a recording is marked as permanent, it cannot be changed back to a time limit expiration. Backup: This option will provide the admin an option to save files to an external drive.
Configuration and Maintenance Manual Log files available on server 2. Do the following: • To view a log file, select a file from the list, and then click Process. (Files are listed from most current to least current.) You can click Next Log >> or << Previous Log to view additional log files. • To view a log file from your computer, click Browse, navigate to the log file location, and then double-click the file. Click Process.
Server Reporting Reports are available on MCA that allow you to view call activity, VoIP utilization, scheduled conferences, system alerts, and install history. Note: The time information in reports is based on the local time zone where the MCA server is located, not the location of the computer where the reports are generated. Call Activity Report You can view daily usage statistics to track MCA usage and system conferencing information.
Configuration and Maintenance Manual - This Quarter: First day of this quarter (1/1, 4/1, 7/1, or 10/1) through today's date. - Last Quarter: First day of last quarter (1/1, 4/1, 7/1, or 10/1) through the last day of last quarter. • Click a shortcut option: Select Today, Select This Week, or Select This Month. (The shortcut button selected appears in the Date Range box.) • Select a date range using the Start Date/Time and End Date/Time lists. 3.
Scheduled Conferences The Scheduled Conferences report list conference details for the time range specified. To view a list of scheduled conferences: 1. From the MCA administrator page, click Scheduled Conferences in the navigation pane. 2. Select a date range, and then click View to see the results. For each scheduled conference, all call-specific information is listed, as shown in the example below.
Configuration and Maintenance Manual System Alerts Log You can view a history of the e-mail notifications that MCA has issued for a particular date period. This history includes alarms and general notifications that are sent out by MCA as a result of events on the system. To view the system alerts log: 1. From the MCA administrator page, click System Alerts Log in the navigation pane. 2. Select a date range, and then click View to see the results. An example of a system alerts log is shown below.
2. Select the date range for the report to generate. 3. Select a Package Type from the list or view all package types (default). 4. Click View to display the installation history log, as shown in the example below. Port Reservations Report When the Port Reservations feature is selected, (see Configuring Port Reservation Settings on page 35), the Port Reservations Report lists conference related information on MCA for the date and time range selected. To view Port Reservations: 1.
Configuration and Maintenance Manual You can select the user name in the report to send them an e-mail.
To install MCAC for all users (as the administrator) If you are running in a networked environment, you can (as the administrator of the computers) install MCAC for all users. This is usually done in a Terminal server or Citrix environment. If you wish to do this, download the executable file from http:///wd/MCAClient-admin.exe and follow the instructions. Note: You must have Administrator privileges to install MCAC for all users.
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CHAPTER 4 TROUBLESHOOTING
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Introduction This chapter describes possible issues you may encounter and common solutions to the issues. Conferencing Error Messages for Alarm/Alert Conditions Table 8 provides the error messages for alarm and alert conditions that may arise when using MCA. These messages are sent to General Alarm or General Alert e-mail addresses configured in System Options. See “Configuring System Options” on page 36. They are also displayed in the System Alerts Log.
Configuration and Maintenance Manual Table 8: Conferencing Error Messages for Alarm/Alert Conditions (continued) Message Some trunk line(s) came up (trunkalert) Subject “Enterprise info” Messages = “trunk lines $linecode ($resultCode) came up HH:MM:SS MM/DD/YYYY” Description Trunk(s) ID are now in service at the specified time.
Table 12: Text on popup windows not as expected Problem or Error Probable Cause Users will not see expected text on some popup windows. The display language of some popup windows and buttons is determined by the version of For example, "Documents" tab shows the word "Browse" using IE operating system installed as well or Firefox but shows "Choose File" as the web browser being used (IE and "No file chosen" using Chrome. or Firefox vs Chrome).
Configuration and Maintenance Manual Table 14: Mitel Collaboration Advanced Client Does Not Upgrade Problem or Error Probable Cause The Mitel Collaboration Advanced Client (MCAC) does not upgrade, or the upgrade is slow to complete. When the MCAC detects an existing version, it instructs Microsoft Windows Installer to remove the existing version first. If this operation fails, the MCAC upgrade fails. Corrective Action The Installer or Registry could be corrupt or is missing files.
Table 15: Microsoft Outlook Already Has a Default Form Problem or Error Probable Cause The user has an existing tab for an appointment form (such as “Web Conferencing”) and they run the Outlook Form install. A new form is not installed for Collaboration. The installation makes the form available, but the install does not force a new tab to appear in Outlook. Corrective Action The corrective action will help only if the previous Outlook form is part of a different software application.
Configuration and Maintenance Manual Table 16: Dialing Issues Problem or Error Probable Cause Corrective Action The conference leader receives an error message when trying to add a participant’s outside phone number (not extension) using the Web interface. The conference leader attempted to add an outside phone number and did not use the correct dialing format.
Table 16: Dialing Issues Problem or Error Probable Cause Corrective Action One-way audio is experienced when the MCA server makes an outbound call using the Mitel 5000 PBX. The Speech Encoding settings are incorrect. The Speech Encoding Setting must be set to G.711 Mu-Law for UK installations. (Sheet 2 of 2) Table 17: Flicker on Android Xoom Tablets Problem or Error When in a conference on an Android Xoom tablet, the sharing viewer flickers constantly if the shared area contains a blinking cursor.
Configuration and Maintenance Manual Technical Support Technical support is provided through the Technical Support Department (see the Notice page in the front of this manual). Emergency assistance is also available. Technical Support Department If problems persist when installing or servicing the conferencing server, certified technicians who are on site and have the proper troubleshooting tools available can contact the Technical Support Department for assistance.
APPENDIX A VOICE PROMPTS
Configuration and Maintenance Manual Introduction Appendix: The following table lists the English (United States) voice prompts available in the Mitel Collaboration Advanced (MCA) product. See “Configuring Voice Prompts” on page 42 for information about adding or changing voice prompt files and the additional languages that are available with the MCA product. The prompt numbers and names listed are the same for all available languages. The following table lists the English (United States) voice prompts.
Table 18: English (United States) Voice Prompts (continued) # Prompt Name Script 20 ZERO Zero 21 ONE One 22 TWO Two 23 THREE Three 24 FOUR Four 25 FIVE Five 26 SIX Six 27 SEVEN Seven 28 EIGHT Eight 29 NINE Nine 30 ONE_MOMENT One moment, please. 31 NO_PORTS All circuits are busy. Please try again in a few minutes. 32 DBL_POUND At any time, you may press the # key twice for a list of options. 33 RECORDING_END The recording has ended. To start again, press one.
Configuration and Maintenance Manual Table 18: English (United States) Voice Prompts (continued) # Prompt Name Script 46 RETURNING Returning to conference. 47 2ND_LEG_2WAY Do you want to keep this call? To keep the call and return to the conference, press one. To drop the call and return, press two. 48 BUSY That number is busy. 49 CALL_2WAY To return to the conference, press *. To try another number, press one. 50 CANT_JOIN I’m sorry.
Table 18: English (United States) Voice Prompts (continued) # Prompt Name Script 69 TEN Ten 70 ELEVEN Eleven 71 TWELVE Twelve 72 THIRTEEN Thirteen 73 FOURTEEN Fourteen 74 FIFTEEN Fifteen 75 SIXTEEN Sixteen 76 SEVENTEEN Seventeen 77 EIGHTEEN Eighteen 78 NINETEEN Nineteen 79 TWENTY Twenty 80 THIRTY Thirty 81 FORTY Forty 82 FIFTY Fifty 83 SIXTY Sixty 84 SEVENTY Seventy 85 EIGHTY Eighty 86 NINETY Ninety 87 HUNDRED Hundred 88 OPTIONS Options.
Configuration and Maintenance Manual Table 18: English (United States) Voice Prompts (continued) # Prompt Name Script 94 CHECK_RETURN To return to the conference, press * now. Otherwise select from the following options... 95 NAMES Names. 96 DIALOUT_NO_PORTS All circuits are busy. Please try your call again in a few minutes. 97 RECORD This call is being recorded. 98 REC_STOP The recording has been stopped. 99 TRY LATER Please try your call again in a few minutes.
Table 18: English (United States) Voice Prompts (continued) # Prompt Name Script 117 AUDIO_LK_MNU1 To lock this conference, press 5. 118 AUDIO_LK_MNU2 To unlock this conference, press 5. 119 AUDIO_LK_ST_1 This meeting is now locked. 120 AUDIO_LK_ST_2 This meeting is now unlocked. 121 PID_TOGGLE To enter a Personal ID, press star. 122 PID_SELECT Enter your Personal ID, then press pound. 123 ACODE_TOGGLE To enter an Access Code, press star.
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Index Index A F Accounts adding 56, 57 bulk provisioning 63 call activity report, viewing 60 conferences, viewing scheduled 60 delegate, adding for 62 deleting 57 listing 63 profiles for, managing 58 reservationless conference, scheduling 61 user settings, defaulting 66, 67 Alarm e-mail 38 Alert e-mail 38 Assistance, emergency 92 Firewall 15 B Bandwidth 13 Billing Code 67 C Capacity audio conference 11 G729 12 Web conference 12 Checklist, troubleshooting 92 Conference URLs 39 Conferences bulk provisio
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