TOSHIBA Telecommunication Systems Division
®
Title Page
Net Server
Installation Guide
October 2008
Publication Information
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
Publication Information
Toshiba America Information Syste ms, Inc., Telecommunication Systems Division, reserves the right,
without prior notice, to revise this information publication for any reason, including, but not limited to,
utilization of new advances in the state of technical arts or to simply change the design of this document.
Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves
the right, without prior notice, to make such changes in equipment design or compone nts as engine ering or
manufacturing methods may warrant.
CIX-IG-NETSR-VA
Version A,
Our mission to publish accurate, complete, and user accessible documentation. At the time of printing, the
information in this document was as accurate and current as was reasonably possible. However in the time
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October 2008
© Copyright 2008
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Strata, SmartMedia, SD (Secure Digital) and CIX are registered trademarks of Toshiba Corporation.
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Information Systems, Inc.
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TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)
Telecommunication Systems Division License Agreement
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Toshiba America Information Systems, Inc.
Telecommunication Systems Division
9740 Irvine Boulevard
Irvine, California 92618-1697
United States of America
DSD 020905
5932
T
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
End-User Limited Warranty
Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment manufactured by
Toshiba (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS
dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24)
months after delivery, except as otherwise provided by TAIS in the TAIS warranty accompanying the products or
posted on TAIS’s website. Products which are not manufactured by Toshiba but are purchased from Toshiba, will
be subject to the warranty provisions provided by the equipment manufacturer, unless TAIS notifies the end-user
of any additional warranty provisions in writing.
This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if
the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if
the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired
by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS
and which are not compatible or are of inferior quality, design, or performance.
The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with
respect to the equipment, is the repair or replacement of such defective or missing parts as are causing the malfunction by TAIS or its authorized dealer with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer’s sole remedy will be a refund of the price
charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through
one of its authorized dealers within the warranty period and no later than thirty (30) days after such malfunction,
whichever first occurs.
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that is malfunctioning.
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after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized
TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.
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INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL
OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY,
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Content s
Chapter 1 – Overview
Net Server Components .........................................................................................................1
System Services.....................................................................................................................2
System-Level Client Applications............................................................................................ 2
Desktop-Level Client Applications .......................................................................................... 2
Chapter 2 – Requirements/Installation
PBX Requirements .................................................................................................................3
LAN Requirements..................................................................................................................3
Power-Up................................................................................................................................3
Net Server Installation.............................................................................................................3
Starting Net Server ............................................................................................................... 10
Chapter 3 – Net Server Operation
Clients Tab............................................................................................................................17
Services Tab.........................................................................................................................18
Copy Key Tab.......................................................................................................................19
Client Port Setup................................................................................................................... 20
Chapter 4 – Net Server Troubleshooting
Debug Window......................................................................................................................21
Send Log Files......................................................................................................................22
Errors & Troubleshooting...................................................................................................... 24
Symptom: Copy Key Status displays “No Button Found”................................................24
Net Server Installation Guide 10/06 i
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Overview 1
The Toshiba Net Server supports remote clients over a TCP/IP LAN (and/or WAN). In addition to
running the existing applications, it can also support hundreds of simultaneous desktop
applications.
Net Server Components
Net Server – This is the main program and it manages all of the service sub-components as well
as all of the System-level and Desktop-level client applications. Please refer to the following
diagram to see how all of the components interact.
Server PC and Software
Level2 PBX Service
Voice Assistant Service
(IVR)
Other Services and
Applications
Other Services and
Applications
TCP/IP
PC with desktop client
applications
LAN / WAN
Telephone
Ethernet Card
TCP/IP
TCP/IP
TCP/IP
PC with desktop client
applications
Dialogic DNA Driver
Dialogic Card
Telephone
Analog
Station Ports
(Tip/Ring)
Strata CIX
Figure 1 Net Server System Diagram
Net Server Installation Guide 10/06 1
Overview
System Services
System Services
System Services run under the Net Server and provid e co re fun ctio nal ser vice s to ot he r se rvic es ,
system-level client applications, and desktop-level client applications.
• Level2 PBX Service – This is the service sub-component of the Net Server that actually
connects to the PBX CSTA link to exercise call control on the PBX.
• Call Router – Provides intelligent call routing capability with advanced features that attach
additional information to calls for “screen pop” of desktop client applications.
• Voice Assistant – Provides advanced Interactive Voice Response (IVR), voice announcement,
and other universal voice port capabilities.
• MSG (Chat) Service – This service sub-component of the Net Server allows clients equipped
with Chat to send and receive instant text messages in the fo rm of “chat calls”.
• Text Reader Service – Provides Text-to-Speech (TTS) ser vices that can be accessed by Voice
Assistant IVR applications.
• Database Assistant Service – Provides setup and management of ODBC connections to host
databases and query services for Voice Assistant and other applications.
• Copy Key Service – Provides software license and maintenance validation for all services and
clients.
• Dial Plan Service – Provides rules based “Number to dial” services for services and clients.
System-Level Client Applications
System-level applications are designed to run on a single server PC (usually the Net Server PC).
These system-level applications make use of the services of Net Server to perform their functions
and run on the Server PC.
• Net Server Administrator – This is the configuration program for the Net Server. Typically, it
runs on the Net Server PC, but it can be onto another PC to remotely ad minister the Net Server
via the LAN.
• Strata ACD – This optional application typically runs on the Net Server PC and provides
services for offering Call Center features for controlling Agent and Supervisor telephones.
Strata ACD uses two sub-applications:
• Toshiba Keyset Interface (TKI) – This service monitors and controls telephone features and
displays used by Agents and Supervisors assigned Call Center features.
• Management Information System Interface (MIS) – This service passes call event s from the
PBX via Level2 and the ACD events created by Strata ACD to an external MIS reporting
product.
Desktop-Level Client Applications
Desktop-level applications are those that are designed to be run on multiple desktop PCs which
are connected via LAN to the Net Server PC. These desktop-level applications make use of the
services of Net Server remotely over the LAN. Following are examples of some of the existing
applications available from Toshiba
• Net Phone – This is a Windows PC Phone client that can be used to operate the desktop
telephone or optionally provide a VoIP audio path through the PC, retrieve call history, and
provides a platform for screen-pop and database dialin g to /fr om var iou s 3r d- party app lica tio ns
(such as Microsoft Outlook, Act!, Goldmine).
• Chat – This is a text based instant messaging program that can be used to initiate and receive
“chat calls” to and from other desktop PCs running Chat. This program utilizes the MSG
Service of Net Server.
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Requirement s/Installation 2
PBX Requirements
Toshiba Strata CIX Telephone System.
Refer to the Toshiba Strata CIX documentation for more information.
The Strat a CIX CTI Link must be connected to a TCP/IP LAN an d it’s IP Address and Port must be
configured properly.
LAN Requirements
The Net Server communicates with desktop clients and the Strata CIX system over TCP/IP.
The Net Server PC must be assigned a fixed IP address (not a dynamically assigned, DHCP IP
address).
Power-Up
The PC running the Net Server software should be configured to automatically st art if the power to
the PC is disconnected and then reconnected or if the PC is reset. By default, the setup program
will place the Net Server in the Windows Startup group.
Net Server Installation
1. Run the Strata CIX Call Center Solutions Application Software and Do cument ation Library CDROM.
2. Click Net Server.
Net Server Installation Guide 10/06 3
Requirements/Installation
Net Server Installation
3. The following screen will show as a number of files will be loaded as part of setting up the
installation of Net Server.
4. The installation begins with a Welcome screen, Click Next to continue.
4 Net Server Installation Guide 10/06
5. Click I Agree to accept the license agreement.
Requirements/Installation
Net Server Installation
6. It is recommended to use the default path for installing Net Server, but if a different path is
needed, use the Browse button to choose the path desired.
If this is a new installation, the default path is C:\Program Files\Toshiba\Net Server.
If this is an upgrade, the default path is C:\Program Files\CTS\Net Server.
Net Server Installation Guide 10/06 5
Requirements/Installation
Net Server Installation
7. It is also recommended to save backup copies of the files being replaced. Click Next to
continue.
8. Define the path for the backed up files to be saved. Again, we recommend using the default
path.
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Requirements/Installation
Net Server Installation
9. Select the items to be installed. By default all items are selected. Click Next to continue.
10. It is highly recommended that Net Server be included in the startup directory group for
ensuring that whenever the PC or Windows is restarted, Net Server and all applications
identified within Net Server Admin also automatically start at the same time as Net Server.
Click Next to continue.
Net Server Installation Guide 10/06 7
Requirements/Installation
Net Server Installation
11. 9. Ensure that all choices have been made. Changes can be made using the Back button or
click Next to continue.
12. Wait while the installation proceeds.
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Requirements/Installation
Net Server Installation
13. When the installation has completed, the Installation Complete screen will appear. Click Finish
to continue.
14. Typically, you will be asked to reboot the PC to complete the installation.
Net Server Installation Guide 10/06 9
Requirements/Installation
Starting Net Server
Starting Net Server
The first time Net Server starts up, an enabling code will be needed to activate various
components of the Suite.
1. Use the Copy Key Upgrade r to enter the Upgrade Code. To open the Copy Key Upgrader, go
to Setup > Copy Key Update...
10 Net Server Installation Guide 10/06
Requirements/Installation
Starting Net Server
2. The Copy Key Upgrader will present a screen that shows the serial number of the dongle to be
upgraded. When an external “dongle” is used, then that it must be installed prior to this step.
For the CIX MAS Server, use Network eManager to activate the license.
3. The Level2OAI Service will launch either on the desktop or minimized. In the Toshiba CIX
Connection frame, click Setup to define the connection to the PBX.
Net Server Installation Guide 10/06 11
Requirements/Installation
Starting Net Server
4. In the PBX Connection Setup dialog, the default PBX IP Address and Port Number are
provided. If the PBX parameters have been changed to match the LAN network addressing,
matching changes to create the communication link.
5. Typically, Level2OAI service runs on the Server PC and the status indicator should be the
color green and indicate “Working”. If this status shows it is not working, then click Setup to
change the IP settings accordingly.
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Requirements/Installation
Starting Net Server
6. Go to the NetServer services tab, right click on the LVL2OAI service and select Show Service
Window. When the Level2 Serv ice is displayed, select the Devices tab. This table can be
populated automatically by clicking the Synch Table with Switch. A checkbox called
Automatic Synch every Midnight is available to automatically each day at midnight.
Note The automatic update can cause data in the table to change, thus creating some
unexpected results.
7. The Keyset Type and Display Type are not received from the PBX and need to be set
manually. The User Name field will be set if the Display Name were defined for the station in
the PBX. These may need to either added or changed to meet your needs. When cha nges are
made to these fields, it is recommended that the Automatic Update every Midnight remain
unchecked in order not to overwrite the data in the fields.
Net Server Installation Guide 10/06 13
Requirements/Installation
Starting Net Server
8. Net Phone has the capability to set a DND Message (only) that appears on the DSS keys of
other Net Phones to provide a presence message for other Net Phone users. Go to Setup >
Set Canned Presence Messages in the main menu to see and edit the default messages.
Twenty different messages are possible.
Note Toshiba telephone systems do not support setting the phones in a DND status from the
OAI link.
14 Net Server Installation Guide 10/06
Requirements/Installation
Starting Net Server
9. The level of detail of information recorded in the log files can be defined at setup time. The
default settings provide the basic information for many problems and typically can be used.
When a problem is to be reported to T oshiba, they will need typically ask for the Show Detailed
Decode/Encode Trace and Show Raw CSTA Streat Data Events as well. If you do not know
what to set, leave the default and Technical Support can advise which settings would be
beneficial for a specific problem that you may be working on.
Net Server Installation Guide 10/06 15
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Net Server Operation 3
The main operating screen for Net Server is comprised of a screen with three views each under a
different tab. Each of these tabs change the basic view and provide the following functions:
Clients Tab
This tab-view shows the services and applications that presently have client connections logged
into the server. This view is intended for use by engineering and technical support personnel to
monitor program activity and generally does not contain information useful to the end-user.
Net Server Installation Guide 10/06 17
Net Server Operation
Services Tab
Services Tab
This tab-view shows which services are presently opera tin g with the serv er. Some services (like
COPYKEY, MSG, and SERVICE) run as components of the Net Server and should always be
present when the server is functioning properly. Other services will appear in this list when they
have properly initialized. For example, the Level 2 PBX Service (LVL2OAI) and CALLROUTER will
appear when they have launched and have initialized correctly. Each of the services can be
hidden, shown or shutdown using this screen. It is highly recommended that most services be left
in the hidden state in order to reduce the chances of accidentally shutting down a service
necessary for your application. The Net Server Administrator provides settings for automatically
starting, hiding, shutting down, etc.
By highlighting a service and right clicking on the service, you can bring up a menu that gives you
the option to Show Service Window, Hide Service Window, or Shutdown Service. If you select
Show Service Window, and ther e is a windo w for t he sele cte d service, the window for that se rvice
will be displayed. If you select Hide Service Window, the service window will disappear. There will
no longer be an icon on the taskbar; however, the service will still be running. If you select
Shutdown Service, the service will be shut down.
Engineering and technical support personnel use this view to monitor program activity. End users
can use this view to determine if their Call Router service , for exam p le, is curre n tly ru nn ing .
18 Net Server Installation Guide 10/06
Copy Key Tab
If Copy Key Status doesn’t display a green light with a Ready status, then the copy key is not
properly installed and operational (see “Starting Net Server” on page 10 for steps to upgrade the
license key).
The information displayed in this area will show which applications are presently using the various
feature units from the copy key. This information can be useful for troubleshooting license related
issues.
Net Server Operation
Copy Key Tab
For details on getting the license code go to the http://support.oaisys.com web page under Product
Support for Net Server and review the document on the procedure for CIX licensing.
Net Server Installation Guide 10/06 19
Net Server Operation
Client Port Setup
Client Port Setup
By default all Net Server client users use a local connection. Net Server can be enable d to support
remote clients (those outside the LAN probably through a firewall). A dialog box can be opened
using Setup > Client Ports Setup to change the Port Number and identify a specific NIC card when
necessary. This dialog allows for the enabling of Remote Clients and setting a port number an
possibly a specific NIC card when necessary.
20 Net Server Installation Guide 10/06
Net Server Troubleshooting 4
Debug Window
It is frequently beneficial while troubleshooting a problem in Net Server to observe the event s that
are taking place. This real time window will show error conditions in red while normal messages
are in black. Just looking at the red messages often provide a clue to what may be occurr ing within
Net Server and may be helpful when talking with Technical Support. In general, a system working
correctly should not be seeing any red messages. The Debug window can be opened by going to
Debug > Debug Window...
Net Server Installation Guide 10/06 21
Net Server Troubleshooting
Send Log Files
Send Log Files
A very important tool for the entire Suite is the Zip Log Files Utility. This utility pulls together the log
files, configuration files, and other pertinent files showing the status of the Net Server PC an d zip s
the information in a smaller file and places that information onto an FTP server.
Using the Options button, some basic parameters can be changed including an ability to save the
information into a series of files to be e-mailed when FTP access across the Internet is blocked.
The date range of the files can also be specified. This is generally used to reduce the size of the
transmittal when the time of the problem is know to have occurred very recently.
Important! Retrieve Log Files from CTX/CIX Phone System does not work with Network ACD
using the Strata Unifier.
22 Net Server Installation Guide 10/06
Net Server Troubleshooting
Send Log Files
Upon clicking the Zip and Send button, another dialog will appear asking fo r a description of the
problem along with some questions to help narrow the process for finding the issue being
reported. The notification can be sent to Technical Support in general or when working with a
specific person, that person.
Net Server Installation Guide 10/06 23
Net Server Troubleshooting
Errors & Troubleshooting
Errors & Troubleshooting
Symptom: Copy Key Status displays “No Button Found”
• MAS – The latest version of Net Server available on FYI must be installed. Older versions of
Net Server may not be able to acquire the MAC address of the newer MAS platforms.
• Parallel port dongle – The copy key (dongle) must be installed on the parallel printer port
(LPT1) of the Net Server PC. The LP T port must be co nfigured as an SPP o r “Comp atible” port
at I/O address 378h and IRQ 7. See your PC documentation for instructions on changing the
system BIOS. Please
• Sentinel driver – The copy Key (dongle) requires Sentinel Protection Server service which is
installed with Net Server . Please make sure the service is running in the Services Control Panel
as shown below.
• Defective dongle – If the dongle is not functioning correctly it may need to be replaced. To test
the copy key , inst all it on a different PC, preferably from a dif fere nt PC manufacturer. Install the
Net Server (without the Level 2 PBX Service). Run Net Server, and check the copy key status.
Most key problems are due to configuration problems with the physical LP T port or the Sen tinel
driver in case of USB dongle.
24 Net Server Installation Guide 10/06
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