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Net Server Installation Guide 10/06

21

Net Server Troubleshooting

4

Debug Window

It is frequently beneficial while troubleshooting a problem in Net Server to observe the events 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 occurring 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...

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Summary of Contents for STRATA CIX Net Server

Page 1: ...TOSHIBA Telecommunication Systems Division Net Server Installation Guide Title Page October 2008 ...

Page 2: ...enience or exemplary special incidental indirect or consequential damages whatsoever or claims of third parties regardless of the form of any claim that may result from the use of this document THE SPECIFICATIONS AND INFORMATION PROVIDED HEREIN ARE FOR INFORMATIONAL PURPOSES ONLY AND ARE NOT A WARRANTY OF ACTUAL PERFORMANCE WHETHER EXPRESSED OR IMPLIED THE SPECIFICATIONS AND INFORMATION ARE SUBJEC...

Page 3: ...Y RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOWEVER...

Page 4: ...g the malfunc tion by TAIS or its authorized dealer with new or refurbished parts at their option If TAIS or one of its autho rized 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 wa...

Page 5: ...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 ...

Page 6: ...This page is intentionaly left blank ...

Page 7: ...ents 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 Figure 1 Net Server System Diagram Server PC and Software Level2 PBX Service Voice Assistant Service IVR Other Services and Applications Other Services and Applications Dialogic DNA Driver LAN WAN Strata CIX Ethernet Card Dialogic Card PC wit...

Page 8: ... 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 administer 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 ...

Page 9: ...h 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 start 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 Sta...

Page 10: ...stallation 4 Net Server Installation Guide 10 06 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 ...

Page 11: ...nse agreement 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 ...

Page 12: ...tallation 6 Net Server Installation Guide 10 06 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 ...

Page 13: ...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 ...

Page 14: ...lation Net Server Installation 8 Net Server Installation Guide 10 06 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 ...

Page 15: ... Installation Net Server Installation Guide 10 06 9 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 ...

Page 16: ...tallation Guide 10 06 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 Upgrader to enter the Upgrade Code To open the Copy Key Upgrader go to Setup Copy Key Update ...

Page 17: ...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 ...

Page 18: ...mber 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 ...

Page 19: ...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 you...

Page 20: ...ly 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 ...

Page 21: ...provide the basic information for many problems and typically can be used When a problem is to be reported to Toshiba 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...

Page 22: ...This page is intentionally left blank ...

Page 23: ... 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 ...

Page 24: ...nces 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 there is a win...

Page 25: ...ver 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 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 documen...

Page 26: ...Net Server can be enabled 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 ...

Page 27: ...ing 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 occurring 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 ...

Page 28: ... 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...

Page 29: ...g the Zip and Send button another dialog will appear asking for 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 ...

Page 30: ... 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...

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