Avaya InTouch User Manual

InTouch Administration Guide

BCM

Business Communications Manager

Document Status: Standard
Document Version: 01.01
Document Number: NN40170-605
Date: October 2009

Copyright © 2006-2009 Nortel Networks, All Rights Reserved

The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied
warranty. Users must take full responsibility for their applications of any products specified in this document. The
information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks.
Microsoft, Windows, Windows XP, Windows Vista, MSN, and Windows Live are trademarks of Microsoft Corporation.
Skype is a trademark of Skype Technologies.
All other trademarks and registered trademarks are the property of their respective owners.

Contents

Chapter 1

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About InTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Minimum requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

First Run . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

InTouch Service Reliability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Diagnostics and Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2

Installing InTouch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Pre-installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Chapter 3

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Network and system problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Accessing the Adxloader log file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Using InTouch Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

InTouch Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Checking COM Add-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Contents 3

InTouch Administration Guide

4 Contents

NN40170-605

Chapter 1

Getting started

This section contains information on the following topics:

• "About InTouch" (page 5)

• "Minimum requirements" (page 5)

• "First Run" (page 6)

• "InTouch Service Reliability" (page 7)

About InTouch

InTouch is an Outlook Add-In user application that runs on a Windows based PC and integrates
Outlook, MSN, and Skype with BCM Call Management and Control. InTouch optimizes
communications by providing consolidated presence information and by presenting a variety of
communication options such as voice, email, and/or Instant Messaging (IM).

5

InTouch brings together the most popular forms of communications by providing direct one-touch
interaction between telephony, email, calendar and IM.

Minimum requirements

Operating system:

• Windows XP Professional SP3

• Windows Vista SP2 Business, Ultimate or Enterprise (32 OR 64 bit)

.Net framework:

• Framework 3.5 Service Pack 1 – available from Microsoft’s web site

Microsoft Outlook:

• 2002 (XP)

• 2003

• 2007

Microsoft Exchange:

• 2000

• 2003

Skype (optional):

• 3.8.0.188

MSN (optional):

•

14.0

InTouch Administration Guide

6 Chapter 1 Getting started

BCM:

• BCM 50 Release 5.0

• BCM 450 Release 5.0

Windows Installer:

• Windows Installer 3.1

Client PC Hardware requirements:

• 1 GHz 32-bit (x86) or 64-bit (x64) processor

• 1 GB of system memory

• At least 20 MB of available space for installation and an additional 10 MB of available
space for configuration and cached contact data. The space requirement for configuration
and cache will vary dependent upon the number of contacts to be displayed.

• Network Connection. 10Mb/s minimum.

First Run

When running InTouch for the first time, if you have granted a user access to more than 1 DN
they are prompted to select a DN from a list of configured DNs. Two InTouch users cannot
control the same DN simultaneously.

Note: IP address permissions are not recommended for use with InTouch, and
may result in InTouch features becoming unavailable.

If only 1 DN is available for the user InTouch will use that DN automatically.

If no DNs have been provisioned InTouch features are unavailable.

Note: If you add a DN to the BCM system while InTouch is running on a user
PC, the DN will not become available until the client is restarted.

The InTouch panel will initially be devoid of contacts, Users must add their own contacts to the
InTouch contact list. For more information about adding contacts to InTouch, refer to Nortel
Business Communications Manager InTouch User Guide (NN40170-102).

You can configure permissions on the BCM based on Domain/User Account, machine name
and IP Address of the user’s PC. The permissions include configuring zero, one, or more DNs
that the user is allowed to use in InTouch.

NN40170-605