Avaya Launcher and Business Element Manager User Manual

Troubleshooting Guide for Application
Launcher and Business Element Manager

Avaya Business Communications Manager

Release 6.0

Document Status: Standard

Document Number: NN40171-700

Document Version: 01.01

Date: December 2010

© 2010 Avaya Inc.
All Rights Reserved.

Notices

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Warra nty

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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.

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Downloading documents

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Contact Avaya Support

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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

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Symbols used in this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Customer service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

BCM Web page – first look . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Application Launcher tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Main tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Advanced tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3

Getting technical documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Getting product training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Getting help from a distributor or reseller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Getting technical support from the Avaya Web site . . . . . . . . . . . . . . . . . . . . . . . . . 7

Business Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Install through the Application Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Installing the Business Element Manager using the BCM software download site . . . . . . . . 15

Install through the standalone Business Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . 16

Remove older versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Configuration of the Application Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Branding Web page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Addition of custom applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

XML tag definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Example 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Example 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Example 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Example 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Example 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Example 6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Best practices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Frequently asked questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Business Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Troubleshooting Guide for Application Launcher and Business Element Manager

4 Contents

Application Launcher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

NN40171-700

Preface

This document describes the Application Launcher and Business Element Manager, and provides
some troubleshooting tips for the Avaya Business Communications Manager (Avaya BCM) 5.0
and later releases.

Symbols used in this guide

This guide uses symbols to draw your attention to important information. The following symbols
appear in this guide:

Caution: Caution Symbol
Alerts you to conditions where you can damage the equipment.

Danger: Electrical Shock Hazard Symbol
Alerts you to conditions where you can get an electrical shock.

Warning: Warning Symbol
Alerts you to conditions where you can cause the system to fail or work improperly.

Note: Note Symbol
A Note alerts you to important information.

Text conventions

This guide uses the following text conventions:

italic text Indicates book titles.

bold text Indicates items on the screen or keys on the keyboard.

Example: Business Communications Manager Installation and
Maintenance Guide.

Example: Press the Enter key.

Troubleshooting Guide for Application Launcher and Business Element Manager

6 Preface

Acronyms

This guide uses the following acronyms:

BCM Business Communications Manager

JRE Java Runtime Environment

PC Personal Computer

SSL Secure Socket Layer

URL Uniform Resource Locator

XML Extensible Markup Language

Related publications

For more information about using Avaya BCM, refer to the Avaya Business Communications
Manager 6.0 Documentation Roadmap (NN40170-119).

NN40171-700

Customer service

Visit the Avaya Web site to access the complete range of services and support that Avaya
provides. Go to http://www.avaya.com or go to one of the pages listed in the following sections.

Navigation

• “Getting technical documentation” on page 7

• “Getting product training” on page 7

• “Getting help from a distributor or reseller” on page 7

• “Getting technical support from the Avaya Web site” on page 7

Getting technical documentation

To download and print selected technical publications and release notes directly from the Internet,
go to http://www.avaya.com/support.

Preface 7

Getting product training

Ongoing product training is available. For more information or to register, you can access the Web
site at http://www.avaya.com/support. From this Web site, you can locate the Training contacts
link on the left-hand navigation pane.

Getting help from a distributor or reseller

If you purchased a service contract for your Avaya product from a distributor or authorized
reseller, contact the technical support staff for that distributor or reseller for assistance.

Getting technical support from the Avaya Web site

The easiest and most effective way to get technical support for Avaya products is from the Avaya
Technical Support Web site at http://www.avaya.com/support.

Troubleshooting Guide for Application Launcher and Business Element Manager

8 Preface

NN40171-700

Chapter 1

Overview

After you launch a web browser at an Avaya Business Communications Manager (Avaya BCM)
IP address, you can see the Application Launcher. The Application Launcher is a Web application
responsible for a number of operations including:

• presenting a list of applications that is customized based on your Avaya BCM Login
credentials

• allowing you to run or install any application that is presented to you

Application Launcher replaces the static web pages from earlier BCM releases with options
tailored to match the privileges of the user logging into the BCM.

Figure 1 shows the Application Launcher.

Figure 1 Application Launcher

When the Application Launcher attempts to run an application, the Application Launcher checks
the type of application. The Application Launcher supports two types of applications:

• Web based application – a link to a web site

Troubleshooting Guide for Application Launcher and Business Element Manager