Avaya LAN CTE BCM User Manual

BCM Rls 6.0

LAN CTE

Task Based Guide

LAN CTE

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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

LAN CTE ............................................................................ 5

Overview .......................................................................................... 5

Required Information ....................................................................... 5

Supported Operating Systems ........................................................................... 5

Flowchart ......................................................................................... 6

Configuring LAN CTE in Element Manager ..................................... 7

Mapping Extension Numbers to User IDs ......................................................... 7

Removing LAN CTE Clients ........................................................... 14

Installing LAN CTE Software on the Client PC .............................. 15

Installing CTE and TAPI Applications ............................................ 22

Checking LAN CTE is Functioning Correctly ................................. 22

Checking the TSP Control Panel ..................................................................... 22

Verifying that LAN CTE is Installed Correctly Using Personal Call Manager .. 24

Troubleshooting LAN CTE ............................................. 26

LAN CTE is Not Operating ............................................................. 26

Checking the LAN CTE Service ....................................................................... 26

Check That You Have Sufficient Number of Desktop Licenses ...................... 27

Check that the BCM is Allowing LAN CTE Connections ................................. 28

Avaya Documentation Links .......................................... 29

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Overview

LAN CTE (Computer Telephony Engine) provides an interface between your PC and the BCMs telephony system.

With LAN CTE you can operate CTE and TAPI (Telephony Application Programming Interface) applications from your PC (though some development work may be required to integrate them).

Telephony applications such as Personal Call Manager are installed on client computers. Through these applications, LAN CTE users give commands, such as answer telephone, to the Business Communications Manager system. Actions that Personal Call Manager can perform include making and answering calls, putting calls on hold, transfer calls, and making conference calls.

Required Information

Any of the following network user IDs can be mapped to telephone extension numbers in order to associate a computer with a telephone:

• Client PC’s IP address.

• Machine (computer) name of the Client PC.

• Domain/User Account of the Client PC.

If you are using TAPI applications then TAPI 2.1 or higher is required. This is standard with Windows XP Professional SP3, Vista Business, Ultimate, Enterprise SP2 32/64.

Note: TAPI Option is not supported on Windows Vista 64-bit.

Supported Operating Systems

LAN CTE is supported on the following Operating Systems:

 Windows XP Professional SP3  Windows Vista Business, Ultimate, Enterprise SP2 32/64 bit  Windows 7 Professional, Ultimate, Enterprise 32/64 bit  Windows Server 2003 Standard and Enterprise SP2  Windows Server 2008 Standard and Enterprise SP2  Windows Server 2008 R2 Enterprise 64 bit  Windows Small Business Server R2

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Check Clients have TAPI 2.1 minimum

installed.

Ensure LAN CTE Keycodes have been entered: Refer to the System Startup Guide.

Associate DN’s with PC’s: Refer to the

Configuring LAN CTE in Element Manager section of this guide.

Install LAN CTE on each PC: Refer to the

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

Install or start any TAPI applications e.g. Personal Call Manager: Refer to the Personal Call Manager Guide.

Test LAN CTE: Refer to the Checking LAN CTE is Functioning Correctly section of this guide.

Flowchart

This flowchart depicts the relevant steps required to install and configure the LAN CTE/ TAPI applications on a desk top PC.

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Domain name/User account

For assigning a telephone extension number to a particular user.

IP address

To allow multiple users to control and access an extension number through the same computer, for example at Call Centers. This option is best suited to systems with Static IP addresses.

Machine name

To allow multiple users to control and access an extension number through the same computer, for example at Call Centers. This option is best suited to systems with a Dynamic IP address.

Configuring LAN CTE in Element Manager

In order to use TAPI applications such as Personal Call Manager that are installed on your computer, you must associate the computer with a telephone connected to the Business Communications Manager system. You do so by

mapping the telephone’s extension number to a network user ID. You must

assign an extension number to each client computer’s network user ID.

Any of the following network user IDs can be mapped to telephone extension numbers in order to associate a computer with a telephone:

 IP address.  Machine (computer) name.  Domain/User Account.

Any of the network user identifiers can be used but only one is needed. For example, if the IP address is configured for a DN, that same computer does not have to use the other two identifiers.

Mapping Extension Numbers to User IDs

If the network uses dynamic IP addresses, the machine name should be entered as the network identifier.

You configure the LAN CTE software on the Business Communications Manager server from Element Manager.

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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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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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