CSTA Server Advanced Troubleshooting Guide
Contents
1. 3 8 Configuring Dialplan for On Net Dialing If the On Net Dialing feature is enabled additional entries in the Extension Translation Table As described above the CSTA Server determines if a number is an extension number or an external 22 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration number based on its length Telephone numbers too long to be extension numbers are considered external numbers unless they start with one of the On Net Dialing prefixes configured in the Default conf configuration file see above lf On Net Dialing is configured then the extension numbers used in the mapping process will consist of the On Net Dialing prefix followed by an extension number of the standard length and the Extension Translation Table must contain appropriate entries For example a PBX is configured to use 3 digit extensions and an On Net Dialing prefix of 589 All extensions associated with that prefix are associated with the DID range 408 555 1 xxx In this case the On Net Dialing prefix 589 would be added to the list of On Net Dialing prefixes configured in the Default conf file and there would be an entry in the Extension Translation Table of the Dialplan conf fie with 14085551 in the first column and 589 in the second column This example is also illustrated in the second rows of each of the two sets of Extension Translation Table examples above 5 11 Installer Parameters During i2. Message Type response Start Line SIP 2 0 200 OK From lt sip Admin yourcompany com gt tag 23e5b8a60a epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt tag 228744379 126000 CSeq 3 INFO Call ID ddf44c3ae51d49989c7 E89IT7041512c6 Message Body lt xml version 1 0 encoding UTF 8 gt lt CSTAErrorCode gt lt operation gt invalidDeviceID lt operation gt lt CSTAErrorCode gt The problem illustrated in this example was caused when the phone number configured for a given users doesn t match the phone numbers available on the PBX Solution First verify that all the entries for all DID ranges appear in the DialPlan conf file that all entries are correct and that all entries are in the correct order If the DialPlan conf file is valid the problem lies with the Line URI entered into a user s configuration It s common to find typographical errors such as entering 14085552561 instead of 14085555261 Canonicalized international format numbers i e 14085551234 are required for user telephone number entries used in conjunction with OCS In the case that an incorrect telephone number entry was made in Active Directory and then corrected the data in Active Directory must be resynchronized with OCS An Address book sync up can be forced by using the following command from program files mnicrosoft office communications server 2007 server core Run abserver syncnow You will see an entry in the eve
3. To check how many monitor points are actually in use utilize the ShowDeviceMonitors command after starting a SuperVisor session using Telnet This command lists all the monitored devices each of them consuming a single license When a device is already monitored and another monitoring request for the same device is received by the CSTA Server it does not consume a new license The number of active monitors for a given extension is indicated by the observers value In this example there are 8 used monitors 1000 1007 requiring at least 8 licenses however there are a total of 13 active monitors because there are 5 observers on extension 1004 and 2 observers on extension 1001 16 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration If you suspect that the number of monitored devices allowed by your license has been exceeded you can directly attempt to start monitoring a device that is not yet being monitored using an STLI session For example telnet localhost 26535 STLI error ind SUCCESS STLI MonitorStart 1000 If the MonitorStart command responds with an error that references LICENSEERROR MONITORINGPOINTSEXCEEDED it means that you do not have a license with permission for enough monitored devices error ind LICENSEERROR MONITORINGPOINTSEXCEEDED Monitor not set Solution Obtain a new license file with a larger monitor limit Replace the existing license with the larger license by copying and pasting
4. gt lt CSTAErrorCode gt lt operation gt invalidDeviceID lt operation gt lt CSTAErrorCode gt In this example the MOC sent a Monitor Start Request which indicates that there is no problem with routing authorization network connectivity firewalls etc The CSTA Server responds with a CSTAErrorCode of type invalidDeviceld to the MonitorStart request This indicates that the wrong Line URI was specified in the OCS user specific phone settings Note The Call ID and the CSeq fields are very useful for tracing the flow of the SIP messages within other logfiles e g from the OCS 2007 OCS 2007R2 server because these attributes are used to correlate requests and responses 8 3 CSTA Logging The logfiles of the CSTA server are used primarily by ShoreTel to narrow down internal CSTA server issues However ShoreTel might request that CSTA server logging be enabled to help diagnose a problem Logging is enabled and configured via the CSTA server s configuration file Default conf which in turn is normally located in the directory C Program Files Shoreline Communications ShoreWare Server CSTA Config This file is contains key value pairs The keys that control logging are as follows default values are specified cstaLogEnabled 0 0 gt off 1 gt on interfaceLogEnabled 0 0 gt off 1 gt on debugLevel 0 0 gt off 9 gt max By default the logfiles generated by the CSTA Server are found in the subdirectory C Pr
5. Advanced Troubleshooting Guide for ShoreWare CSTA Server While the information in this publication is believed to be accurate ShoreTel makes no warranty of any kind with regard to this material including but not limited to the implied warranties of merchantability and fitness for a particular purpose ShoreTel shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing performance or use of this material Information in this publication is subject to change without notice COPYRIGHT NOTICE No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means photocopying recording or otherwise without prior written consent of ShoreTel No third party intellectual property right liability is assumed with respect to the use of the information contained herein ShoreTel assumes no responsibility for errors or omissions contained in this book This publication and all features described herein are subject to change without notice Copyright 2008 by ilink Kommunikationssysteme GmbH All rights reserved Copyright 2008 by ShoreTel Inc All rights reserved All products or services mentioned in this manual are covered by the trademarks service marks or product names as designated by the companies who market those products ShoreTel Inc 960 Stewart Dr Sunnyvale CA 94085 USA 1 800 425 9385 Toll Free 1 4
6. PO Provider Status Connection type ShoreTel Application Server Server localhost 10 3 0 33 Login ShoreT el Connect 3 09 30 PM 2 24 2009 Devices 173 lines 124 phones ha Refresh Save As Provider Usage Use this service provider enable Cancel Figure 12 ShoreTel Remote TSP Properties 30 O Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration On a properly installed ShoreWare Remote Server aka application server DVS DVM the ShoreTel Remote TAPI Service Provider status should appear as shown in Figure 12 The Application Server and Server parameters are grayed out The Login will be ShoreTel and no other parameters are defined The Provider Status will display the server s localhost IP address verify that this is the correct IP address In addition verify that the Devices status shows the appropriate number of lines and phones and that the Provider Usage is set to enable Several diagnostic steps involve observing the exchange of instructions and events between the PBX and the system running the Shoreware CSTA Server through this TAPI service provider Diagnostics are done on the same host where the CSTA Server is running the ShoreWare Remote Server Use Microsofts Dialer exe application usually installed by default on the Windows 2003 server to place a test call using one of the ShoreTel extensions If it has never been used before the first step is to config
7. OCS front end service 29 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 7 TAPI Diagnostics The ShoreWare CSTA Server takes advantage of ShoreTel PBX support for Microsoft Telephony Application Programming Interface TAPI to exchange call control service requests and events As shown in Figure 10 on page 18 the ShoreTel CSTAInk service connects to the ShoreTel TAPI service provider using the TAPI Service Provider Interface TSPI The Telephony Management Service TMS application service which runs on every ShoreWare server connects the ShoreTel TAPI service provider to the rest of the ShoreTel distributed PBX When TMS starts up it creates a TAPI line device for each endpoint in the ShoreTel system Access to these TAPI lines is provided through ShoreTel Remote TAPI Service Providers RpcTsp tsp and RpcTspX tsp The ShoreWare CSTA Server has access to these TAPI lines and receives new calls call state information and line device information from TMS via RpcTspX tsp thus allowing it to monitor all of the ShoreTel extensions To view the properties of the ShoreTel Remote TAPI Service Provider open the Phone and Modem Options tab in the Windows Control Panel then from the Advanced tab select ShoreTel Remote TAPI Service Provider and click on the Configure button ShoreTel Remote TSP Device G Provider ID 33 2 Server localhost sts Login ORAE Password ee Owned Numbers Monitored Numbers
8. RpoTspX tsp Ihe TAPI TSP driver DLL ShoreTel CSTAcnr and ShoreTel CSTAInk Logging Settings The ShoreTel CSTAcnr and ShoreTel CSTAInk share a common configuration file that controls logging behavior named log4j config xml This is an XML file that contains additional key value pairs using XML tags The key level value appears once for each component To change the level of detail in the log files produced change the value for these keys Key Defaut Sorama level value ERROR Logging level The default ERROR will log only errors To capture all debugging information change this value to DEBUG To stop all logging change the value to OFF 20 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Dial Plan Settings for uaCSTA Clients The ShoreWare CSTA Server provides a telephone number mapping function for clients using the uaCSTA protocol such as Microsoft OCS software Mapping or translation of telephone numbers is controlled by the DialPlan conf configuration file The Default conf file provides extension length and On Net Dialing prefix values DialPlan conf contains two tables each with two columns of values The first columns of both tables start in the first character position and the second columns start after a run of tabs and or spaces The first table is known as the Extension Translation Table and it starts after a line that reads Extension Translation T
9. Supported timer Proxy Authorization Kerberos gop auth realm SIP Communications Service opaque 78BC6FFF crand 2cc70834 cnum 10 targetname SsSip ocs yourcompany com response 602306092a864886 71201020201011100 L FL 649328F1d401309F 3 2b43d 34d2b241 Content Type application cstatxml Content Length 203 lt xml version 1 0 gt lt MonitorStart xmlns http www ecma international org standards ecma 323 csta ed3 gt lt monitorObject gt lt deviceObject gt tel 49302852610001 lt deviceObject gt lt monitorObject gt lt MonitorStart gt more messages follow SIP 2 0 200 OK Authentication Info Kerberos rspauth 602306092A864886F71201020201011100FFFFFFFF8776FF604DE1F1019 71163A976FAFB2F srand 2D061025 snum 12 opaque 78BC6FFF gop auth targetname Sip ocs yourcompany com realm SIP Communications Service Via SIP 2 0 TLS 192 168 46 10 2315 ms received port 2315 ms received cid 400 From lt sip Admin yourcompany com gt tag ec0calc90f epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt tag 228743379 844000 Call ID fdfd70fb2d7c4ec59e54c3bfde210eef CSeq 3 INFO Contact lt sip callcontrol 10 0 10 5 26535 transport tcp gt Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Content Disposition signal handling required Content Type application cstat xml Content Length 107 lt xml version 1 0 encoding UTF 8
10. conf file that maps PSTN number 1 408 555 7xxx to extension 7xxx The entry in the Extension Translation Table in DialPlan conf for this example is 14085557 7 This entry tells the CSTA Server to map to internal extension numbers by replacing the leading digits 14085557 with just the digit 7 and to convert from internal extension numbers by replacing the leading digit 7 with the digits 14085557 23 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Note The installer only asks for a single DID Prefix so the one entered should be the primary DID prefix associated with the PBX Additional DID range mappings must be added to the DialPlan conf file manually The installer assumes that the PBX conforms to the convention that all extensions corresponding to the DID range start with the last digit of the ID Prefix If this is not the case the DialPlan conf file must be manually corrected after the installation process is completed Shore Tel Professional services may be engaged to assist with this process The installer uses the trunk access code parameter to create a default entry in the External Translation Table for converting canonical numbers to a digit sequence that can be dialed It does this by creating an entry that prefixes canonical numbers with the trunk access code For example if the trunk access code entered was 9 then the entry created in the External Translation Table
11. parameter 5 6 Requests from the OCS Host are Blocked Login to the OCS host that is the computer where the OCS2007 Server is running Lets assume that the DVM host that is where the CSTA Server is running has the IP Address 10 99 0 10 Type Note that the word Supervisor that you type will not be echoed back on the screen you ll be typing blind The SuperVisor login command should respond with the message If you are seeing a connection refused error message or something similar it is very likely that there is a network connectivity issue or a firewall preventing connections from the OCS host to the DVM host for the specified port 15 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Solution Ping end to end then verify with your network administrator that there aren t any network rules or policies that prevent access Change firewall rules to allow TCP connections from the OCS host to the DVM host for the specified port 5 7 License expired Use the License command of a SuperVisor Telnet session to check the license This command responds with information about the installed license lf the license command indicates an expired license please contact your ShoreTel sales representative to obtain a new license file Install a valid license for the CSTA Server by copying and pasting it into the CSTA Server Default conf file or by using the License Tool application 5 8 Monitor Points Exceeded
12. the filename for the log to be read and click the View button 1 This will convert the binary etl files into a text file 35 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 8 2 MOC Logging MOC logging needs to be explicitly enabled as follows 1 Open the Options window Options O O OOOO o o x Personal Phones Alerts General Instant message settings V Show emoticons in instant messages Change Font File transfer Store received Files in this Folder C Documents and Settings Administrator My Documents Meine empfe Browse Windows Media Player 7 Pause Windows Media Player for calls video calls and conferences Language Communicator language English gt Quality Join our Customer Experience Improvement Program and help improve the quality reliability and performance of Microsoft software and services gt Allow Microsoft to collect information about how I use Communicator More Information Turn on Windows Event logging For Communicator cet Figure 19 Turning on logging in MOC options 2 Select the General tab 3 Check the Turn on logging in Communicator checkbox 4 Re login to the MOC A logfile is produced now This logfile is stored as C Documents and Settings Administrator Tracing Communicator uccp 0 uccplog 36 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Example content of the uu
13. user johns dvml csta yourcompany com Solution Change the static routing rule or change the SIP URI for the user in this example there was no routing rule for dvm1 csta yourcompany com 6 2 Host Authorization not Configured or Incorrect Symptom The message flow in the logfile is similar to Direction incoming Peer 10 0 10 5 26535 this is the ip port of the CSTA server Message Type response Start Line SIP 2 0 200 OK 25 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration From lt sip Admin yourcompany com gt tag f2bbc17a0c epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt tag 228669937 656000 CSeq 1 INVITE Call ID 39413069451248c484e113bf7ecf11d6 Via SIP 2 0 TCP a lot of messages are shown here before LogType diagnostic Severity warning Text Message was discarded by the application Result Code 0xc3e93ec6 SIP E AUTH CANNOT CHALLENGE SIP Start Line SIP 2 0 200 OK SIP Call ID 39413069451248c484e113bf7ecf11d6 SIP CSeq 1 INVITE Data application http www microsoft com LCS UserServices SSend_ record Solution Set the IP address of the CSTA Server host as trusted via the host authorization rules In this example there was a matching routing rule but the host 10 0 10 5 was not added to the list of authorized hosts 6 3 Checkbox Replace Tel URI Not Enabled Symptom The message flow in the log file is similar to 26 Directio
14. 08 331 3300 Tel 1 408 331 3333 Fax www shoretel com October 2008 Table of Contents EEO CIC 2 ae co eset eee EE 5 The EV OTIS 6 Troubleshooting Strategy nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnn 7 Existing Phone Integration 7 Initial Phone Integration 7 Ruling Out User Error 7 MOC DIAGN OSU CS 8 Telephony Integration Not Enabled Fail State I 10 No Phone System Connection Fail State II 11 CSTA Diagnostics sssnsnnnnonnnnnnnnnnnnnnnnnnnnnnnonnnnnnnnnnnnnnnnnnnnnnnn nnne 12 Diagnostic Session Facilities 12 CSTA Server Service s Not Running 13 Invalid Device Extension Monitor 14 Wrong Listener Port Configuration 14 Listener Port Already In Use by Another Process 15 Requests from the OCS Host are Blocked 15 License expired 16 Monitor Points Exceeded 16 Server Port Cascading Failure 17 Configuration Files 19 Translating Numbers Received from UaCSTA 8 Translating Numbers to be Delivered to UaCSTA 0 8 22 Configuring Dialplan for On Net 0 Installer Parameters OCS BI F 2 aCe SCS een mene nnn nee nner eee eee eee eee E
15. E en ee No Matching Routing Table Rule Host Authorization not Configured or Incorrect Checkbox Replace Tel URI Not Enabled Invalid Device Identifier Changing Routing and or Host Authorization Has No Effect TAPI DIAGNOS IOS reinan EEEE olele sass so stress E E E cas eaccencaatecacanecsaceaesasieens OCS Logging MOC Logging CSTA Logging Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration O Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 1 Introduction This document assumes familiarity with the documentation describing product installation and configuration ShoreWare CSTA Server Installation e ShoreWare OCS 2007 OCS 2007R2 Telephony Integration ShoreWare LCS 2005 Telephony Integration Read these documents carefully as they provide enough information to find and fix the most common issues This document is intended to be used as an advanced troubleshooting guide for administrators and support professionals with experience in troubleshooting Microsoft server environments It suggests strategies and techniques for resolving problems with deployments of Shoretel CSTA Server with a specific focus on Microsoft MOC OCS 2007 OCS 2007R2 Since there is no significant difference between MOC OCS 2007 OCS 2007R2 and the MOC LCS 2005 the 2005 versions are not explicitly mentioned here The following terms and abbreviations are used in this document Term efin
16. able The entries in this table tell the gateway how to map references to internal extensions between DID numbers and extension numbers that can be dialed by the PBX The first column contains characters to match with an external number including country code The second column contains digits to substitute in order to form the corresponding extension number The second table is known as the External Translation Table and it starts after a line that reads External Translation Table The entries in this table tell the gateway how to map references to external numbers between DID numbers and digit sequences that can be dialed by the PBX The first column contains characters to match with an external number including country code The second column contains digits to substitute in order to form the corresponding dialable sequence Note All entries are evaluated in the order they appear in the DialPlan conf file For translation to occur correctly make sure that every entry is in the correct order from most specific to least specific Translating Numbers Received from uaCSTA Clients Telephone numbers received from a uaCSTA client are first examined to determine if they are already dialable extension numbers based on their length or On Net Dialing extensions based on their prefix If so no translation is required Otherwise these numbers are processed by matching the leading characters of the telephone number provided with an en
17. aled correctly and that numbers entered into directories and databases being used are correctly formatted Numbers dialed by client applications such as Microsoft Office Communicator must be in a canonicalized international format for example 14085551234 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 4 MOC Diagnostics The MOC client knows three different states regarding the phone integration These three states are immediately reflected by a visual feedback within the GUI Normal State phone integration is enabled and configured properly In this case you will see a phone icon 1 and the info icon 2 does not show an error admin bis local Available a Type a note 2 4 Recent Contacts Figure 2 MOC is enabled and configured properly Note The MOC might show a phone icon indicating Ok 1 but also a Tray Icon with the contrary indication 2 After a while the Phone System Error within the Tray Icon will disappear automatically Office Communicator admin bis local Available g A Tena a maata t Te ZIE Communicator Signed in Available ea connect to the phone systerr 1 i 6 05 PM Figure 3 Spurious phone system error Fail State I Phone Integration Not Enabled In this case the MOC does not show an error but there is no phone icon admin bis local Available A e Type a note 4 Recent Contacts Figure 4 Phone integ
18. cplog file 04 01 2008 13 55 14 156 2BC 940 INFO SIP 2 0 504 Server time out Authentication Info Kerberos rspauth 602306092A864886F71201020201011100FFFFFFFF6D7B7A0E04D10F53B A62891944F98297 srand BB548579 snum 10 opaque 0FDE32B5 gqop auth targetname Sip ocs yourcompany com realm SIP Communications Service From lt sip Admin yourcompany com gt tag 94e507772 epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt tag 399A3A01D09653F93535 7E3180DFDOEB Call ID 82fbde0b79474e5a9b6 09414d333191 CSeq 1 INVITE The above example illustrates a scenario where the remote CSTA server cannot be reached for one of the following reasons e Wrong static routing rules inside the OCS e Network connectivity or firewall problem between OCS host and CSTA host e CSTA Server is not up and running e CSTA Server is configured with a wrong port number Another example Via SIP 2 0 TLS 192 168 46 10 2315 Max Forwards 70 From lt sip Admin yourcompany com gt tag ec0calc90f epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt tag 228743379 844000 Call ID fdfd70fb2d7c4ec59e54c3bfde210eef CSeq 3 INFO 37 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 38 Route lt sip callcontrol 10 0 10 5 26535 transport tcp gt User Agent UCCP 2 0 6362 0 OC 2 0 6362 0 Microsoft Office Communicator Content Disposition signal handling required
19. d into OCS was valid If so the DialPlan conf file is the source of the problem Solution Manually correct the DialPlan conf file by reordering or correcting existing entries deleting invalid entries and or adding missing entries then restart the CSTA server components 24 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 6 OCS Diagnostics The majority of phone integration failures result from mistakes in OCS configuration Always begin with a simple check of the following e Host Routing and authorization settings which are global settings lp address and port correct e Replace URI checkbox enabled e Matching routing table rule correct e User specific phone settings which are as the name implies personal settings e Is the telURI entered correctly lf this check does not lead to a solution than the usage of the OCS logging tool is to be considered Note OCS logging has to be explicitly enabled The examples in this illustration all refer to an OCS log file generated as documented in Section 8 1 OCS Logging below 6 1 No Matching Routing Table Rule Symptom The message flow in the logfile is similar to Text Non trusted source sent an FODN IP that doesn t match a routing table rule Result Code O0xc3e93c5e SIPPROXY E ROUTING SIP Start Line INVITE sip callcontrol dvml csta yourcompany com SIP 2 0 SIP Call ID 19c4aacda45340a3b58eb9d602b2c073 SIP CSeq 1 INVITE Data
20. e Bridges ShoreTel CSTAcnr ShoreTe CSTAcnr Running lt IM Servers ShoreTel C STAInk ShoreTe CSTAInk Running e Sites ShoreTel CSTAsrv ShoreTel CSTAsrv Running System Parameters ShoreTel DBUpdate Svc ShoreWare Remote DBUpdate Service Running lt Preferences ShoreTel DRS ShoreWare Distributed Routing Service Running ShoreTel DTASSvc gt oreWare Distributed Telephony Application Running Maintenance SErvice e Quick Look ShoreTel EventSvc ShoreWare Event Service Running F Voice Mail Servers ShoreTel EventWatch ShoreWare Event Watch Server Running Switch Connectivity e Conference Ports ShoreTel IPCS ShoreWare IP Phone Configuration Service Running e Event Log ShoreTel IPDS ShoreWare IP Phone Display Service Running e Services ShoreTel Mail Serv ShoreWare Voice Mail Message Server Running e Event Filters ShoreTel PortMar ShoreWare Voice Mail Port Manager Running a a ShoreTel_Remoatel nn Sur Charallara Demnate nnnina Cenricce Dirnn ine vls Done Internet R 100 Figure 9 ShoreWare Director Quick Look Distributed Server Maintenance Page 13 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration CS If these services must be manually restarted you should use the following sequence for start up 1 ShoreTel CSTAInk 2 ShoreTel CSTAcnr 3 ShoreTel CSTAsvr This sequence is recommended but not strictly required since all of these services
21. e Communications Shore Ware Server CSTA Config Note You do not usually need to modify these files as these are already properly configured by the CSTA Server Installer Note As a best practice you should always create a backup copy of a configuration file before modifying it ShoreTel CSTAsvr Settings lis a file for the is named Default conf contains the following keys 26535 Port his port is to be used in the OCS routing settings license Default is empty demo mode with 1 monitor Otherwise a hexdump on a single line with encrypted licensing data logFileMaxSize Maximum size of a log file In KByte units Actual size is limited only be file system constraints he recommended range is 10 to 2000 logFileMaxBackups Number of log files to keep during log rotation Actual number is limited only be file system constraints The recommended range is 0 to 30 pe Ebr eng bug sossins for logging during debug sessions estaLogEnabled o Mite csta Write csta log 0 or 1 Oor 1 a E O log 0 or 1 cstaLinkAddress 0 0 he ip address for the host where ShoreTel CSTAcnr service is running By default this is the loopback address because it is on the same host as the ShoreTel CSTAsvr service he listener port of the ShoreTel CSTAcnr Note this port is explicitly set to 26001 during he installation onNetPrefixList List of prefixes used if ShoreTel On Net Dialing eature i
22. ection refused or something similar appears the port is probably not 26535 Please check the configuration The login port is configured during the installation process and may be manually configured via the setting loginPort inside the Default conf configuration file 14 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 5 5 Listener Port Already In Use by Another Process Using Telnet on the DVM host that is the computer where the CSTA Server is running Type the following again the word SuperVisor that you type will not be echoed back on the screen If the response is neither connection refused norerror ind SUCCESS SuperVisor then it is very likely that another process is listening on 26535 To confirm this shutdown the ShoreTel svr process and try this Telnet test again If the same response is received then you are sure that another process is using port 26535 Solution Either shutdown the foreign process or if this is not possible choose a different listener port for the CSTA server via the loginPort setting inside the Default conf file and restart the ShoreTel svr process Note We recommend that you use Netstat a bult in Microsoft Windows Networking tool which is capable of showing the listeners and the the related program binaries This might help you to identify the foreign process which occupies the 26535 port Be aware that the netstat command runs extremely slowly in conjunction with the b
23. for CSTA diagnostics lf everything seems to be OK then move on to OCS diagnostics 11 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 5 CSTA Diagnostics The ShoreWare CSTA Server consists of three subcomponents e ShoreTel CSTAsvr the CSTA Server e ShoreTel CSTAcnr Connectivity Adaptor e ShoreTel CSTAInk TAPI bridge x File Action View Help 7 H S AB ai Name Description i Status Startup Log Ons 84 ShoreTel CSTAcnr connects the CST4 Server tothe NetTSPI proc Started Automatic Local System Sa ShoreTel CSTAInk bridges the NetTSPI protocol to TAPI Started Automatic Local System Sa ShoreTel CSTAsry exposes CSTA Support to the OCS Started Automatic Local System Extended i Standard Figure 8 Windows Services Panel Each of these software components runs as a distinct Microsoft Windows System Service so first check to be sure that all of these services are up and running this is explained below Note The term CSTA Server generally refers to the top level component which is the Shore Tel CSTAsvr system service The other two components Shore Tel CS TAcnr and ShoreTel CSTAInk do not expose public capabilities and are only used internally by the ShoreTel CSTAsvr component 5 1 Diagnostic Session Facilities The CSTA Server has two built in diagnostics session facilities Both of them are accessible us
24. have built in automatic synchronizing and recovery capabilities but the use of this sequence will decrease the time which is needed to synchronize between these components and the availability of the whole system is reached much faster 5 3 Invalid Device Extension Monitor Login via STLI session telnet localhost 26535 connects to the CSTA Server STLI login to a STLI session Assuming that you want to use the device 3000 than you could use the MonitorStart command MonitorStart 3000 starts monitor on x3000 If the MonitorStart command responds with an error indicating an invalidMonitorObject then you are using an extension number that does not exist or is invalid error ind UniversalFailure operationalError invalidMonitorObject In the example above an attempt is made to start a monitor on extension 3000 but the invalidMonitorObject reference in the response indicates that there is no extension 3000 that can be monitored on the PBX 5 4 Wrong Listener Port Configuration Using Telnet on the DVM host that is the computer where the CSTA Server is running enter the following note that the characters Supervisor that you type will not be echoed back on the screen you ll be typing blind telnet localhost 26535 connects to the CSTA Server SuperVisor login to a SuperVisor session response indicates success error ind SUCCESS SuperVisor BYE disconnects from session lf an error message such aS conn
25. hey are extension numbers based on their length or On Net Dialing extensions based on their prefix If so numbers are converted from extension numbers to numbers in international format by matching the leading digits of the extension number with an entry in the second column of the Extension Translation Table If a match is found the matching portion of the extension number is replaced with the digits found in the corresponding entry in the first column If no match is found no translation is performed If all the digits in the second column match the number in question then all the digits are replaced with the entry found in the corresponding first column These examples illustrate the substitution process Telephone numbers received from the PBX that correspond to external numbers are converted to DID numbers by matching the leading digits of the external number with an entry in the second column of the External Translation Table If a match is found the matching portion of the number is replaced with the digits found in the corresponding entry in the first column If no match is found then no translation is performed If all the digits in the second column match the external number then all the digits are replaced with the entry found in the corresponding first column These examples illustrate the substitution process First Column Second Column External Number Resulting Number mR f 14085551987 1
26. in DialPlan conf would be as follows 9 Note The installer does not create default entries in the External Translation Table for mapping external numbers In the basic configuration external numbers are delivered to the uaCSTA client as they are received from the PBX If mapping of these numbers is required appropriate entries must be created in the DialPlan conf External Translation Table The example below illustrates the importance of entering the correct DID Prefix In this case a user has extension 1100 and their OCS telURI setting is 14085551100 DID Prefix Resulting extension 14085551 1100 140855 51100 4930828526 14085051100 Troubleshooting DialPlan conf To confirm an issue with the DialPlan conf file 1 Prepare a list of valid extensions and their corresponding telURIs as entered into OCS settings 2 Open the DialPlan conf file with a text editor 3 For each telURI scan the first column in DialPlan conf and find the first entry that matches the leading digits of the telURI then replace the matching digits with the digits in the second column and match the result against the correct extension 4 For each telURI scan the second column in DialPlan conf and find the first entry that matches the leading digits of the extension then replace the matching digits with the digits in the first column and match the result against the correct telURI lf any converted number doesn t match confirm that the telURI entere
27. ing a standard Telnet program such as the one included with the Microsoft Windows operating systems Note In the examples of Telnet use in this manual the address of the server is specified as the loopback address localhost to illustrate Telnet running on the same host as the CSTA server Telnet could be running on an computer with network access to the CSTA server which would then be identified by its IP address Note These examples also use the default value of the CSTA server s port number which is 26535 A different port number can be configured for the CSTA server by changing the appropriate entry in the CSTA server s Default conf configuration file This is described later in this manual The SuperVisor Session The SuperVisor session can be used to check licensing PBX reach ability and version information telnet localhost 26535 connects to the CSTA Server SuperVisor login to a SuperVisor session BYE ends a SuperVisor sessions 12 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration The STLI Session The STLI session can be used to check basic telephony features e g device monitors telnet localhost 26535 connects to the CSTA Server STLI login to a STLI session BYE ends an STLI sessions Note The Telnet client has some restrictions e special keys do not work e g if you have a type a command you cannot use the backspace key for corrections That s because the bac
28. it into the CSTA Server Default conf file or by using the License Tool application 5 9 Server Port Cascading Failure ShoreWare CSTA server functionality is based on three separate subcomponents These components are cascaded together via TCP IP sockets Usually you do not have to change any of these ports The Installer chains up these ports correctly using the default values as shown in Figure 10 Figure 10 shows the keyword entries in the configuration files for each component and the default values Installations should reserve the default ports of 26000 26001 and 26535 for the ShoreWare CSTA Server Only if it is essential that another process use one of the default ports should the default port settings in the configuration files be overridden 17 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration a Remote Server e g DVM DVM IP Address loginPort 26535 cstaLinkPort server port erver port 26001 nettspi port loginPort loginPort 26000 oA NA NA NA NA NA NA NA NA NA a OCS Server Routing IP DVM IP Address Routing Port LoginPort Authorized IP DVM IP Address Figure 10 Cascading TCP ports 18 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 5 10 Configuration Files By default the configuration files for the CSTA Server components are stored in the directory C Program Files Shorelin
29. ition OCS Microsoft Office Communications Server MOC Microsoft Office Communictor CA Connectivity Adaptor LinkTSP Link Tapi Service Provider AD Active Directory DVM Distributed Voicemail Server also known as ShoreWare Remote Application Server DVS Distributed Voicemail Server also known as ShoreWare Remote Application Server Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration O 2 The Environment A lot of components are involved in the process of integrating the CSTA Telephony Capabilities HQ Server Remote Server e g DVM OCS Server UserClient gt lt d User Client User Client q A gt 57 d Figure 1 Architecture Each of these components needs to be properly configured and for each of these components it is possible that configuration settings lead to a failure e ShoreTel System e ShoreWare CSTA Server components installed on a ShoreTel Remote Application Server also known as a Remote Server DVM Server or DVS e Microsoft Office Communications Server running at the OCS Server e Microsoft Office Communicator Client MOC running on local workstations There are additional components like Microsoft Active Directory or Microsoft SQL Server Domain controllers etc which are implicitly used The proper configuration for these additiona
30. kspace character will be part of the command There is no initial prompt You have to start your diagnostic session by blindly typing the appropriate command STLI or SuperVisor 5 2 CSTA Server Service s Not Running The CSTA Server consists of three sub components which run as Windows System Services These three services must be up and running Use the Microsoft Windows Services Panel or the ShoreWare Director Quick Look Distributed Server Maintenance Page to check the status of these services f ShoreWare Director Windows Internet Explorer O jv IG http ifsvlcorphq shoretel com shorewaredirector MainFrame asp Xx ShoreTel gt Ww oh ShoreWare Director fp H ma Page gt iG Tools Sh yr eo Baar Maintenance 35 updated 2 25 2009 3 19 00 PM GMT 08 00 refresh Help 5norele on 10 10 040 Local time 2 25 2009 3 19 40 PM GMT 08 00 IU ShoreWare Director Build 14 5 5403 0 Go to Quick Look Page Logoff Juan Rubio Status Administration e Users Name Status e Trunks Communication OK lt IP Phones A mee e z TAPI OK e Switches e Call Control Notification OK lt Voice Mail SMTP Send OK Auto Attendant Menus Workgroups Services Go to All Services e Schedules Call Manager Service Description Status Command e System Directory ShoreTel CSISSVC ShoreWare CSIS Server Running Application Servers Conferenc
31. l components is not covered by this document This document focuses on the telephone Integration aspect only We are assuming that the MOC users are already configured for OCS usage in Active Directory Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 3 Troubleshooting Strategy The approach for narrowing down a phone integration issue depends on the context e Initial Phone Integration first time does not work e Existing Phone integration environment partially stopped working 3 1 Existing Phone Integration Choose a top down approach e Check MOC settings regarding Phone enabled e Check OCS settings regarding e Global settings like static routing authorization e User specific settings like telURI Phone Integration enabled e Check CSTA settings regarding General system availability e Licensing e Valid extension 3 2 Initial Phone Integration Choose a bottom up approach e Check CSTA settings regarding General system availability e Licensing e Valid extension e Check OCS settings regarding e Global settings like static routing authorization e User specific settings like telURI Phone Integration enabled e Check MOC settings regarding Phone enabled 3 3 Ruling Out User Error Dialing Formats Users may complain that they are unable to dial certain numbers Before commencing troubleshooting of the configuration first confirm that the user is entering the numbers to be di
32. luding country code You cannot use a a number like 14085551212 here Note Ifthe TAPI phone dialer does not respond to the Dial command or shows an error then there is probably something wrong with the ShoreTel system TAPI or a communication problem Please refer to the appropriate ShoreTel Maintenance Guide or contact your service provider or ShoreTel s Technical Assistance Center Currently dialing 113 Figure 15 Dialing window 3 Press the Hangup button to end the call 4 Close the Phone Dialer application by closing the application window or by selecting Exit from the File menu 32 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 8 Logging 8 1 0CS Logging The OCS logging facility has to be explicitly enabled using the OCS Logging Tool Use the panel tree on the left to navigate to the OCS domain node DO NOT select the OCS host node Right click on the OCS domain node to access the contextual menu and the select the Logging Tool gt New Debug Session option amp Microsoft Office Communications Server 2007 x A Fie Window Help 8 x Office Communications Server 2007 Os Nicreaste Forest locs yourcompany com Office Communications 1 Enterprise pools Server 2007 a Standard Edition Servers Status Database Resources iP ae i Remove Fool General Settinas Logging Tool New Debug Session pam Applicatio
33. n outgoing Peer 10 0 10 5 26535 Message Type request Start Line INVITE sip callcontrol dvml csta yourcompany com SIP 2 0 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration From lt sip Admin yourcompany com gt tag b5b968571c epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt CSeq 1 INVITE Solution Check the checkbox labeled Replace Tel URI in the OCS static routing rules for the CSTA Gateway server in question In this example the Replace Tel URI checkbox was not set so the symbolic name dvm1 csta yourcompany com was not replaced by the IP address of the receiving host 6 4 Invalid Device Identifier Symptom the message flow in the logfile is similar to Direction outgoing Peer 10 0 10 5 26535 Message Type request Start Line INFO sip callcontrol 10 0 10 5 26535 transport tcp SIP 2 0 From lt sip Admin yourcompany com gt tag 23e5b8a60a epid 0d60acc870 To lt sip callcontrol dvml csta yourcompany com gt tag 228744379 126000 CSeq 3 INFO Call ID ddf44c3ae51d49989c7 F 897041512c6 lt MonitorStart xmlns http www ecma international org standards ecma 323 csta ed3 gt lt monitorObject gt lt deviceObject gt tel 4930282561000 lt deviceObject gt lt monitorObject gt lt MonitorStart gt Stripped of some message noise here Direction incoming Peer 10 0 10 5 26535 27 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration
34. n Properties gt Eind Doou Sasson FOR Archiving and CDR Settings P ti b a L betaine Address Book Server Settings View Voice Settings New Window From Here Refresh Help Figure 16 Starting a debug session 33 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Logging Options C Global Options Components Level Log File Options T Medak ATP Type PE ediaStack_StreamingE ngine lt T MediaStack_TLS C Enors ie 20 MB om rs a L MediaStack_Transport Wamings Sequential mi MediaStack_VIDEO New File OC_APPLICATIONAPI 5 Information OC_COMMON C OC_CONFIGURATION Real Time Options OC_CONTACTS All Beal Tine Monitor C OC_CONVERSATIONS eal Time Monitoring C OC_CREDENTIALS Flags l Dig OC_ESTENSIBILITY TF_COMPONENT Filter Options 05 TF_DIAG OC_MESSENGERAPI All Flags Enable Filters Clear Filters OC_OCAPI OC_PRESENCE OC_SOAPTRANSPORT y OutboundRouting URE URE o QueueDLl RtcHaost FODN RTCSPL i T S4 FODN SIPStack Log File Folder C WINDOWS T racing Browse Start Logging View Log Files Analyze Log Files Advanced Options Exit Help No active log session Check the components you wish to log in the list on the left For each checked component configure the log level and flags for that component Click Start Logging but
35. nstallation of the CSTA Server the installer requests two parameters a Trunk Access Code and a DID Prefix These parameters are used by the installer when it generates an initial DialPlan conf file and create default entries in both the Extension Translation Table and the External Translation Table The DID Prefix consists of the unique digits including the country code and the first digit of the extension range that define a DID range in the PSTN For example if the DID range is 1 408 555 7000 through 1 408 555 7999 it means that the carrier has allocated all PSTN numbers starting with the digit Sequence 14085557 to the PBX in question The DID prefix that is requested is also mapped internally to the following configurations key and stored into the Default conf file Parameter Label internal Parameter Name Comment DID Prefix rfc2806PrivateContext MOC 2007 requires that extensions that cannot be mapped to any number in the PSTN must be specially encoded when placed in the uaCSTA protocol This encoding is specified in RFC2806 which requires a Private Context string which uniquely identifies the PBX The DID prefix or the PBX satisfies this requirement and is used for this purpose by default In a typical configuration the PBX with the DID prefix 14085557 would have these DID numbers assigned to extensions 7000 through 7999 respectively The installer supports this basic configuration by creating a single entry in the DialPlan
36. nt log indicating that the import has completed Microsoft Office Communicator will download the new phone number for the user in question when it is restarted 28 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 6 5 Changing Routing and or Host Authorization Has No Effect Solution At a minimum the front end service of the OCS needs to be restarted after changing the routing or authorization settings To do so e Stop front end service via contextual menu as shown e Start front end service via contextual menu as shown Microsoft Office Communications Server 2007 Oj x Eile Window Help x Office Communications Server 2007 Bley _ Office Communications Server 2007 gt Forest ocs yourcompany com Enterprise pools Sar Standard Edition Servers Front End Web Conferencing AJY Conferencing web Components Biy ocs J Users papa 3 General Settings 7 Validation j dows services Deactivate Ld doka Certificates mt End service Running J Mediation S I Conferencing service Running Live Comme Start gt fephony Conferencing service Running Stop all started Services Properties gt Web Conferencing Service i im Ajy Conferencing Service view gt enci N Wi d f H Fr ont En d Services 22 IM Conferencing Refresh Telephony Conferencing Service von Help Figure 11 Stopping the
37. o enter or edit your phone numbers click the related button To share the number with others select the adjacent check box Publish this phone number Mobile Phone PO Publish this phone number Home Phone Pe Publish this phone number Other Phone PO Publish this phone number Phone integration OK Cancel Help Figure 7 Phone Integration checkbox is disabled Cause PBX integration has not been enabled for this user on the OCS server Solution Check the OCS configuration for this user and enable the PBX integration Cause MOC 2005 running on a system that is missing certain registry keys Solution The MOC 2005 client needs certain registry keys to be set before it will enable the phone integration The registry keys are HKEY LOCAL MACHINE SOFTWARE Policies Microsoft Communicator EnablePhoneControl dword 00000001 EnableConferencingService dword 00000001 EnablePC2Phone dword 00000001 10 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 4 2 No Phone System Connection Fail State Il Symptoms of this scenario are Phone icon is not present Info icon indicates a failure No Phone System Connection Cause OCS Environment not properly configured Solution Check the configuration of the OCS server the ShoreWare CSTA server and the PBX If you are an Administrator then you could enable the MOC logging feature Follow the instructions below
38. ogram Files Shoreline Communications Shore Ware Server CSTA logs Filename Component ShoreTel CSTAsvr _ Startup Shutdown licensing kak Errorlog ShoreTel CSTAsvr Internal processing Internal processing log ShoreTel CSTAsvr Messages exchanged between ShoreTel CSTAsvr and ShoreTel CSTAcnr Interface log ShoreTel CSTAsvr Incoming Messages and outgoing messages hexdump correlated to the used protocol interfaces CSTAcnr log ShoreTel CSTAcnr ee Internal processing STACIA Menpe 39
39. ration not enabled Fail State Il Phone Integration Enabled but Phone System Error Occurred In this case the MOC shows an error via the info icon and the phone icon is missing Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration Office Communicator admin bis local Available Type a note Type a name or phone number 4 Recent Contacts Figure 5 Phone integration is enabled but an error has occurred More information about the error is displayed via the info icon E Office Communicator admin bis local Available Type a note Type 4 name or phone number Notifications Gi Help Make Communicator Better 4 Recent Contacts Learn about the Customer Experience 493028526 Improvement Program 1001 i Give Us Feedback Online 1000 Learn how to send us your product comments and suggestions 4 All Contacts To add contacts drag From another group i Figure 6 Phone integration error notification These two fail states Fail State I and Fail State II are discussed below in separate sections Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration 4 1 Telephony Integration Not Enabled Fail State I Symptoms of this scenario are e Phone icon is not present Info icon indicates no errors Phone Integration enabling checkbox is disabled grayed out Options Ea Personal Phones Alerts General My phone numbers T
40. s activated All prefixes are listed on a single line separated by semicolons By default this is empty Note Configuring the CSTA server for On Net Dialing also requires making corresponding entries in the Dialplan conf file see below maxExtensionLength Maximum number of digits in an extension number Should be set to 3 4 or 5 19 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration rfc2806PrivateContext Private Context string used to construct RFC2806 telURIs for extension numbers that have no corresponding DID number The DID Prefix entered during installation is unique to the PBX and is used for this purpose setsignalhandler For debugging only in the case a crash occurs 0 don t create a coredump 1 create a coredump ShoreTel CSTAcnr Settings The configuration file for the ShoreTel CSTAcnr is named ca_config properties It contains the following keys efault Comment Key Defaut server_port 26001 The listener port nettspi hostname 127 0 0 1 The ip address for the host where the ShoreTel CSTAlnk service is running By default this is the loopback address because it is on the same host as the ShoreTel CSTAcnr service nettspi_port l20000 The port of the ShoreTel CSTAInk service ShoreTel CSTAlnk Settings The configuration file for the ShoreTel CSTAInk is named LINKTSP INI t contains the following keys Key Defa loginport 2oooo ffheTistener port priver
41. ton to start logging the checked components with the configured level and flags Figure 17 OCS 2007 0CS 2007R2 logging tool window Inside the Logging Tool window the following components must be checked in order to troubleshoot OCS 2007 OCS 2007R2 telephony integration e Inbound Routing e Outbound Routing e SIPStack The logging has to be explicitly started using the Start Logging button Note The Start Logging button changes to a Stop Logging button when pressed After OCS logging has been started sign out sign in using the MOC client where the issue appears Reproduce the failing scenario and then click the Stop Logging button The Log File Folder C Windows Tracing contains the log files in a binary format with filename suffix etl To view the contents of these logs click the View Log Files button in the Logging Tool window The View Log Files window will then appear 34 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration iew Log Files Choose the components whose log files you wish converted to text and then click the View button which will launch Notepad on each generated text file y Inbound outing W OutboundRouting wv SIPStack Output File C NDOCUME T A0DMINIMTSLOCALS 14Temp OCSLogger_2005_1 Browse Package For PSS Cancel Help Figure 18 View Log Files window Indicate which logging information is to be viewed using the checkboxes specify
42. try in the first column of the Extension Translation Table If a match is found the matching portion of the provided telephone number is replaced with the digits found in the corresponding entry in the second column The examples below illustrate the substitution process for mapping to extension numbers First Column Second Column Number Provided Resulting Extension rigoesss1 4085551294112 116555 5 14085551234 580284 Haos2ss12 p poesta 4 1109555123 45 4085551284 21 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration lf no match is found in the Extension Translation Table then the matching process is repeated using the External Translation Table The leading characters of the provided telephone number are matched with an entry in the first column of the External Translation Table If a match is found the matching portion of the provided telephone number is replaced with the digits found in the corresponding entry in the second column These examples illustrate the substitution process for mapping to a dialing sequence for an external number First Column Second Column Number Provided Resulting External Dialing Sequence 9 H 4085551234 9 14085551234 panna oases E Haz r 125551294 12125551234 Translating Numbers to be Delivered to uaCSTA Clients Telephone numbers received from the PBX are first examined to determine if t
43. ure a TAPI line see Figure 13 below Line IP8K Conference Phone TPP SG 120 24 Port 0 4 Line Properties Address 250 T 7 Use Phone Dialer to handle voice call requests from other programs Cancel Figure 13 Configuring Dialer exe The Line is the name of a ShoreTel extension along with the ShoreGear switch that is managing it and port number The Address is the actual extension number Select an appropriate Line and click on OK If the dialer application was utilized before and the Connect Using window is not displayed select Tools then Connect Using Note If you cannot select the desired Line Address then there is probably something wrong with the ShoreTel system TAPI or a communication problem Please refer to the appropriate ShoreTel Maintenance Guide or contact your service provider or ShoreTel s Technical Assistance Center Once you have configured the appropriate line the Phone Dialer application will be active see Figure 14 below 31 Advanced Troubleshooting Guide for ShoreWare CSTA Server Integration File Edit Tools Help Number to dial Speed dial Figure 14 Phone Dialer window To test dialing functionality 1 To place a call to another extension enter a valid extension in the Number to dial field 2 Press the Dial button Note If you wish to place a call to an external number you must use an appropriate trunk access code followed by the full number inc
Download Pdf Manuals
Related Search