Avaya InTouch BCM Rls 6.0 User Manual

BCM Rls 6.0

InTouch

Task Based Guide

InTouch

Notices

While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.

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Link disclaimer

Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation(s) provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages.

Warranty

Avaya provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the

limited warranty. In addition, Avaya’s standard warranty language, as well as information regarding support for

this product, while under warranty, is available to Avaya customers and other parties through the Avaya Support Web site: http://www.avaya.com/support

Please note that if you acquired the product from an authorized reseller, the warranty is provided to you by said reseller and not by Avaya.

Licenses

THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE,

HTTP://SUPPORT.AVAYA.COM/LICENSEINFO/ ARE APPLICABLE TO ANYONE WHO DOWNLOADS,

USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER (AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER, AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING, DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER REFERRED TO INTERCHANGEABLY AS "YOU" AND "END USER"), AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE APPLICABLE AVAYA AFFILIATE ("AVAYA").

Except where expressly stated otherwise, no use should be made of the Documentation(s) and Product(s) provided by Avaya. All content in this documentation(s) and the product(s) provided by Avaya including the selection, arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases. You may not modify, copy, reproduce, republish, upload, post, transmit or distribute in any way any content, in whole or in part, including any code and software. Unauthorized reproduction, transmission, dissemination, storage, and or use without the express written consent of Avaya can be a criminal, as well as a civil offense under the applicable law.

Third Party Components

Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information regarding distributed Linux OS source code (for those Products that have distributed the Linux OS source code), and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site:

http://support.avaya.com/Copyright.

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The trademarks, logos and service marks ("Marks") displayed in this site, the documentation(s) and product(s) provided by Avaya are the registered or unregistered Marks of Avaya, its affiliates, or other third parties. Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark. Nothing contained in this site, the documentation(s) and product(s) should be construed as granting, by implication, estoppel, or otherwise, any license or right in and to the Marks without the express written permission of Avaya or the applicable third party. Avaya is a registered trademark of Avaya Inc. All non-Avaya trademarks

are the property of their respective owners.

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Downloading documents

For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.

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Table of Contents

InTouch .............................................................................. 6

Overview .......................................................................................... 6

Features of InTouch ........................................................................................... 6

Prerequisites ...................................................................................................... 6

PC Hardware & Software Requirements ........................................................... 7

Flowchart ......................................................................................... 8

Creating a LAN CTE Client Privilege in Element Manager .............. 9

Accessing Element Manager ............................................................................. 9

Creating the LAN CTE Entry ............................................................................ 12

Installing LAN CTE Software on the Client PC .............................. 16

Installing the InTouch Application .................................................. 24

Starting InTouch for the first time ................................................... 30

Multiple DN Numbers ....................................................................................... 31

Accessing the InTouch Options screen.......................................... 32

The InTouch Interface .................................................................... 36

The InTouch Outlook Toolbar ........................................................ 37

Adding Contacts ............................................................................ 38

Prime Contacts .............................................................................. 42

Promoting a Contact ........................................................................................ 42

Outlook Calendar ‘Mining’ ................................................................................ 44

The Call Window ............................................................................ 45

Making a Call ................................................................................. 45

Viewing Missed Calls ..................................................................... 47

InTouch Presence/ Status updates ................................................ 49

Additional Information .................................................... 50

InTouch Administrator Installation .................................................. 50

Pre-Installation Steps ....................................................................................... 50

InTouch Installation Steps ............................................................................... 52

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Troubleshooting .............................................................. 54

Generating a Diagnostics File ........................................................ 54

Avaya Documentation Links .......................................... 58

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InTouch

Overview

InTouch is a new application that runs within Microsoft Outlook on your Windows based PC. It integrates Email, Instant Messaging (through Skype and/or MSN Messenger) BCM Telephony Features and Calendar Management in a powerful yet intuitive software portal.

Features of InTouch

Listed below are some of the key features of InTouch:

 One touch interaction between Email, BCM Telephony, Outlook

Calendar and Instant Messaging.

 Integrates with MSN Messenger and Skype applications.  Simplifies multiple communication methods.  Create a singular contact list from various address books  View availability with Outlook calendar mining for Prime Contacts

Prerequisites

Before commencing installation, please ensure that the following criteria is met:

 LAN CTE must be installed on each computer that will use the InTouch

application, refer to the Installing LAN CTE Software on the Client PC section of this guide for more information. Also, a LAN CTE Client Privilege should be configured for each computer using InTouch (refer to the Creating a LAN CTE Client Privilege in Element Manager section of this guide).

 Microsoft .Net framework 3.5 (service pack 1) must also be installed.  Each user has a registered DN, and Email account on the Exchange

server.

 You have purchased enough LAN CTE and InTouch licences to meet

demand.

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PC Hardware & Software Requirements

The hardware and software requirements for the InTouch application are listed below.

Operating System

 Windows XP Professional SP3  Windows Vista SP2 Business, Ultimate or Enterprise editions (32/64

bit)

 Windows 7 Professional, Enterprise, and Ultimate editions (32/64 bit)

Microsoft .NET Framework

 Framework 3.5 Service Pack 1 – (at the time of writing, this can be

obtained from http://www.microsoft.com/net/Download.aspx)

Microsoft Outlook

 2002 (XP)  2003  2007

Microsoft Exchange

 2000  2003

Minimum Skype Version (optional)

 3.8.0.188

Minimum MSN Version (optional)

 14.0

BCM Software Version (minimum)

 BCM 50 Release 5.0  BCM 450 Release 5.0

Windows Installer Version

 Windows Installer 3.1

Minimum 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 any cached contact data

 A Network Connection with a speed of 10Mb/s (minimum)

Note. The space needed on your computers hard drive will vary depending on the amount of contacts stored within the InTouch application.

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Install LAN CTE on each computer that

requires the InTouch application.

(Refer to the Installing LAN CTE Software on

the Client PC section of this guide)

Install the InTouch application.

(Refer to the Installing the InTouch

Application section of this guide)

Ensure your computer meets the required

specification.

(Refer to the Prerequisites & PC Hardware &

Software Requirements sections of this guide)

Configure LAN CTE in Element Manager. (Refer to the Creating a LAN CTE Client

Privilege in Element Manager section of this

guide)

Familiarise yourself with the functionality of the

application.

(Refer to all sections from Starting InTouch

for the First Time in this guide)

Flowchart

Use the following flowchart to guide you through installation and functionality of the InTouch application.

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Creating a LAN CTE Client Privilege in Element Manager

Before installing the InTouch application, you should setup the LAN CTE Client Privilege entries. These are created within Element Manager; and they associate your extension (DN) to your computer. You should configure an entry for each computer that will be running the InTouch application.

Accessing Element Manager

LAN CTE client privileges are setup within Element Manager. To access this application use the following procedure.

1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.

2. Alternatively, double-click on the Business Element Manager desktop icon.

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InTouch

3. You will be presented with the Element Manager interface.

4. Open the Network Elements folder and select the IP Address of the BCM.

5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.

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6. A warning screen will appear, read the warning and click OK.

InTouch

7. You will be presented with the Element Manager interface.

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Creating the LAN CTE Entry

1. Once you have accessed the Element Manager application, click on the Applications Folder.

2. Next, click on the LAN CTE option.

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3. And finally, the Client Privileges tab.

4. To create a new Client Privilege, click on the Add button.

InTouch

5. This will open the new entry window.

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InTouch

Attribute

Description

Domain\User Account

Enter your network domain name (e.g. Bob.Smith@company.com).

Machine Name

Your computers domain name (e.g. bobsmith_desktop).

IP Address

Your computers IP address (e.g.

10.1.1.10).

6. Use the drop down menu to select what Identifier you would like to use.

Identifier Type Options

7. Once selected, enter the relevant details in the Identifier field.

8. Then click the OK button to save the settings.

9. Your newly created entry will be displayed in the Clients list.

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10. Next, click on the Add button at the bottom of the ‘Authorized to Control the Following DN’s’ box.

InTouch

11. Enter the DN associated for this entry, (this can be repeated if multiple DN’s are necessary).

12. Click the OK button to save the details.

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13. You have now successfully associated the Desktop/User to the relevant DN(s).

14. Now install the LAN CTE application on the required PC. Refer to the

Installing LAN CTE Software on the Client PC section of this guide.

Note: You should repeat this process for all computers that require the

InTouch application.

Installing LAN CTE Software on the Client PC

1. Open Internet Explorer.In the address field type (replacing the relevant part with your BCM IP address): http://<bcm ip address>/

2. Click on Go, or press Return on your keyboard.

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Note: You can also use the Web Page button in Element Manager to launch a web broswer session. The BCM you wish to access must be selected in the Element Navigation Panel to do this.

3. If you are presented with the Certificate Error window, click on Continue to this website (not recommended).

InTouch

4. Accept any further security messages that you may get presented with.

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5. You will now see the login screen, enter your BCM User name and Password. By default these are set to User ID: nnadmin Password: PlsChgMe! Click on OK.

6. In the Welcome to BCM window, ensure the Main tab has been selected, and the BCM button clicked.

7. In the Applications area, select User Applications,and click on Run.

8. Again, accept any security messages that appear, and if prompted enter any login details.

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