TeleVantage 5.00.1698 Update Release Notes

Copyright 2004, Artisoft, Inc.

1/12/05

 

The TeleVantage 5.00.1698 Update is cumulative and contains every fix or enhancement made since TeleVantage 5.00.1422.   This update is also compatible with Windows XP SP2 (see important information below).

 

Contents

I. Installation Instructions

II. Issues Fixed in TeleVantage 5.00.1698

III. Enhancements in TeleVantage 5.00.1693

IV. Issues Fixed in TeleVantage 5.00.1693

V. Issues Fixed in Previous TeleVantage 5.0 Updates

VI. Intel Dialog Updates in Previous TeleVantage 5.0 Updates

VII. Securing your TeleVantage Server and Workstations using Windows XP SP2

VIII. Installation and Setup Troubleshooting

 

I. Installation Instructions

 

Requirements for TeleVantage 5.00.1698 Update

·      TeleVantage 5.0 Server (version 5.00.1422 or higher) – All updates are cumulative and contain every fix made since 5.00.1422, including all previous patches and updates.

·      To install this update, the logged in-user must have administrative privileges.

 

Installing the TeleVantage 5.00.1698 Update

1.      Extract the contents of the zip file to your TeleVantage 5.0 Server's hard drive. Do not run any of the extracted files yet.

2.      Pick a time when you can shut your phone system down, and recover if needed (for example, after hours or on a weekend).

3.      Exit or stop all TeleVantage applications running on the Server PC. You do not need to stop SQL services.

4.      Shut down the TeleVantage Server.

5.      Stop the Dialogic Drivers by starting the Dialogic Configuration Manager – DCM and clicking the Stop icon.

6.      Back up your 5.0 system, including your database and voice files. For instructions, see Administering TeleVantage (version 5.0), Chapter 11.

7.      Run the file TV50DriversUpdate.exe from the zip file you extracted in step 1 to update the Dialogic Drivers. Restart the Server PC even if you are not prompted to do so.

8.      Run the file TV50Update.exe from the zip file you extracted in step 1 and follow the onscreen instructions to install TeleVantage 5.0 Update Build 1670.  Restart the Server PC even if you are not prompted to do so.

9.   From the Start menu, choose Settings > Control Panel > Services, and then start the TeleVantage Server.

10.  If any of your TeleVantage PCs (TeleVantage Workstations, Server, or Web Services) currently run or will run Windows XP SP2, you must follow the instructions below in Securing your TeleVantage Server and Workstations using Windows XP SP2.

11.  If you have TeleVantage Web Services installed on a PC other than the TeleVantage Server, you must run TV50Update.exe on that PC to update TeleVantage Web Services to Build 1698.

12.  All TeleVantage workstation applications will automatically upgrade the next time the TeleVantage Client or Administrator is started.

13.  If you later install Windows XP SP2 on your Server, or later upgrade a Windows 98 or ME workstation to Windows XP SP2, you must follow the instructions below in Installation and Setup Troubleshooting.

14.  If TeleVantage Web Services is running on a Windows XP SP2 PC, you must follow the instructions below in Running TeleVantage Web Services on a Windows XP SP2 PC.

 

II. Issues Fixed in TeleVantage 5.00.1698

Description

Issue #

ViewPoint could not be launched on computers running a non-English version of Windows XP SP2.

65V47H

TeleVantage call logging sometimes stopped prematurely when using MSDE with a large database, because the maximum-size calculation was based on the database file size.  It is now based on the actual amount of data in the database.

5ZYR6F

When logging in to the TVAcctUtil.exe utility with a bad username but a valid password, users received a "Successfully updated..." message, even though the login had failed.

66KN78

 

III. Enhancements in TeleVantage 5.00.1693

Description

Issue #

Windows XP SP2 is now supported including the ability to automatically configure required Windows XP SP2 firewall exceptions on all TeleVantage Workstation PCs from the centralized Administrator.  See below for details.

5UYMCG

 

IV. Issues Fixed in TeleVantage 5.00.1693

Note: Several of the following fixes were released in previous builds to a limited number of customers.

Description

Issue #

TeleVantage Client users received Error 1858 when editing either a Routing List action or a Call Forwarding number that referenced a PBX/Centrex Dialing Service.

62WN6E

When an inbound call was redirected by a queue, the Trunk Performance report counted the call twice, once (correctly) as an inbound call, and again (incorrectly) as an outbound call.

642R25

If an agent was a member of multiple queues in hands-free mode, a second call was occasionally offered to the agent while he or she was listening to the call announce prompt for the first call.

63Y4DL

In a Call Center queue experiencing high call volume, agents could have problems answering incoming queue calls.

5YQQGU

When any Personal Status changed, the TeleVantage Server sent redundant update messages to the Clients, which caused performance issues.

5ZSLYB

Archiving the entire Call Log sometimes caused the SQL Server process to use all available CPU resources.

64SJCH

After changing an Auto Attendant’s name in the TeleVantage Administrator, the original name still showed up in the Call Log view.

5ZKJNJ

The TeleVantage Server used the TeleVantage database file size to determine when to stop call logging, instead of the actual amount of data in the TeleVantage database.

5ZYR6F

While running the TeleVantage Workstation Setup, the following message could appear:

‘The Station ID " is invalid. The Station ID must be an integer between 0 and 255.’

The actual supported range for station IDs is 0 to 1023.

64GMVT

 

V. Issues Fixed in Previous TeleVantage 5.0 Updates

Issues Fixed in TeleVantage 5.00.1663

Description

Issue #

In a Microsoft workgroup environment on some Windows 98 PCs, calls could not be made using the TAPI Service Provider. The problem did not occur in a Microsoft domain environment.

5Z3P6Z

When transferring a call, pressing the Release button on the Toshiba digital phone did not complete the transfer.

5YJJXF

When on a call using a Toshiba digital phone with multiple line appearances, and a call rang on the phone’s Secondary Directory Number (SDN), a Call Waiting tone was not played.

5YJL24

While archiving a large Call Log, the archiving process could take up to 100% of the CPU time on the TeleVantage Server, causing the TeleVantage workstation applications to freeze.

5WBMVH

Users who enable analog phone Caller ID and then enable a Splash ring pattern are now warned that that ring pattern is not supported when Caller ID is enabled.

5X7KXK

The TeleVantage Administrator would not start if the TeleVantage Server was experiencing heavy call load with an IVR Plug-in application.

5Z3RCY

A queue agent could occasionally see that he or she was being monitored while on a queue call, even when the agent did not have this permission.

5W4LA5

Closing the TeleVantage Client would occasionally result in an exception error.

5VTR8R

Occasionally a voice resource became unusable after a call was repeatedly grabbed and held.

5YRQG9

The call waiting beep was not played for incoming calls while a user listened to voicemail.

5XTRBC

Callers occasionally heard a hold greeting before the auto attendant if an agent grabbed and held a queue call, and the caller subsequently hung up while on hold. The caller on the next call that came in on the same trunk briefly heard the hold greeting instead of the auto attendant.

5YAQ9Y

Several settings used by calls and account codes were not cleared between calls on the same trunk, causing unpredictable results with some account codes.

5XZJUS

The call waiting beep was played to workgroup members even if the "Do not play call waiting tone when running client" option was checked for the user in the workgroup.

5UYNVA

On a queue call, if the caller pressed the Special key to transfer out of hold and go to the queue’s voicemail, the call was counted in the Voicemail column of the Inbound Call Outcome Trends report. Such calls are now correctly counted in the Direct to Voicemail column.

5YGMV7

The Client API Session.ItemAdd event was not raised for the first outbound call made by the logged-in user.

5Y8HE4

The Client API generated multiple event notifications for each SystemTarget status change (for example, a phone going on- or off-hook.) affecting performance of applications written using the TeleVantage Client API running under heavy load, including the TeleVantage Client.

5Z3NUW

In the TeleVantage Client API, the Session object got event notifications from the TeleVantage Server (for example, a phone going on- or off-hook) even if the SystemTargets folder had not been referenced.

5Z3QAG

 

Issues Fixed in TeleVantage 5.00.1653

Description

Issue #

Due to a timing issue, adding a grab-and-hold call to a conference sometimes resulted in one-way audio.

5VUNJJ

If you played a voice message via the TeleVantage Web Client and then added and saved notes to the message without first refreshing the Web page, the notes were not saved.

5XCTEP

In the Wait by Outcome report, calls were counted as Handled when they should have been counted in other columns. Calls are now counted as follows:

  • Calls sent directly to voice mail by the caller are counted in the Voicemail column.
  • Calls transferred out of the queue by the caller are counted in the Transferred out of Queue column.
  • Calls that are redirected to voice mail are no longer included in the report.

5XTME4

Additional Client log files were generated beyond the maximum number specified in the following Windows registry local machine setting: HKLM\Software\Artisoft\TeleVantage\Client\SecBridge\MaxRevisions.

5XMPRT

Due to a timing issue, when a number of Robbed Bit T1 outbound calls were in progress, an invalid signaling event would occasionally be generated that caused the TeleVantage Server to disconnect a call in progress.

5WSPXT

Aastra phones would not automatically go off hook when receiving a page or intercom announcement, or during voice first answering.

5TUMKN, 5XZQ8B

Outbound ISDN BRI calls did not hear ringback.

5QRMBA

In the Cumulative Calls & Average Talk Time report, outbound calls transferred to another agent in the queue were counted twice.

5XCQ69

If an agent was signed in to two queues at the same time and on a call on one queue, he or she might be offered a call from the other queue. Now, the other queue reads the agent’s status as Standby and does not offer the call to the agent.

5XFLCY

In the Inbound Call Outcome Trends report, the Transferred Out column did not include calls transferred out of the queue by callers.

5UHPR8

 

Issues Fixed in TeleVantage 5.00.1645

Description

Issue #

While actively in hands-free mode, last call placed on hold is disconnected when DKT release button is pressed.

5TMMGX

User could not enter and save the full 5000 characters allowed in call notes or custom data.

5UDL3S

With call offering turned off, pressing *91 or *99 on a Toshiba digital phone to pick up a ringing phone did not illuminate a PDN light when the call was picked up, and no call control was available.

5WHNGL

The Average Wait Time values displayed in the Wait by Outcome and the Inbound Call Volume Trend reports did not match.

5X4NBM

If a station is currently in a call and another user tries to log on to the PC associated with the station, the attempt failed. The second user did not have control of the device, and the login name was not changed.

5WXM3P

In an ACD workgroup, a user could not change his or her “calling as” identity to the ACD workgroup. Also, a public workgroup member was able change his or her "calling as" identity to the ACD workgroup.

Now, changing “calling as” identity is only supported for ACD workgroups and call center queues.

5WPNXF

 

Issues Fixed in TeleVantage 5.00.1642

Description

Issue #

Transferred call was disconnected if the transferring party hung up while the transfer-to party’s phone was ringing.

5XCJ5L

Call counts did not match in the Agent Call Trends report and the Cumulative Calls and Average Talk Time by Agent report because calls were counted differently. Both reports now only count calls that were actually answered by an agent.

5X4NC5

When an agent transferred a call to another agent, the call was counted twice in the Queue Monitor and the Cumulative Call and Average Talk Time report. When a call was abandoned, the call count for the agent who was offered the call was incremented.

5WRTYV

There was no way to include login time when calculating the longest idle time distribution for the agents in a queue.

 

To change this behavior, start the Advanced Settings Editor and change the setting \Artisoft\Server\LongestIdleFromSignIn from False to True. When set to True, the longest idle time calculation will take login time into account, resulting in the following:

  • If the login time is later than the last inbound/outbound ACD call (at the time when the call ends), the idle time is the duration since the login.
  • If an agent has not had any queue calls since the shift/day started, and the login was done before the shift/day started, the idle time is the duration since the time that the shift/day started.

 

Note: The default is False (login time is ignored when calculating the longest idle time distribution for a queue.)

5WP572

 

Issues Fixed in TeleVantage 5.00.1641

Description

Issue #

Call Center Queue hold prompts can be configured to not play while the call is being offered to an available agent (similar behavior to TeleVantage 4.x).  To change this behavior, start the Advanced Settings Editor and change the setting \Artisoft\Server\RestartTimeAfterRingingAgent from False to True.

5SUM5E

 

Issues Fixed in TeleVantage 5.00.1640

Description

Issue #

If a user in a workgroup with call offering turned on was in hands free mode and on-hook, answering workgroup calls would connect immediately without call offering.

5S5HVF

After a call was put on hold using a Toshiba digital phone, the speed dial and “phone page" button did not work.

5SYP5E

If user 1 stays off hook after paging user 2 using a Toshiba digital phone, user 1 can listen to user 2’s next call. 

5TMMZF

If a user entered over 3000 characters in the Call Monitor Notes field, it was possible to crash the TeleVantage Server.  In addition, the notes entered were not saved in the Call Log. 

5UDKK8

A Windows 98 PC that is a member of a Microsoft workgroup, not a Domain, could not make calls using the TAPI Service Provider (e.g. calls from Outlook).

5V5TCF

If an ACD Workgroup configured to ring agents in a non- simultaneous distribution (e.g. top down or round robin), and all the agents had shared their call monitors with each other, a single call would be shown multiple times in the All tab – once for each agent.  To fix this issue you must use RegEdit to add the following registry key on the TeleVantage Server, and then restart the Server for the change to take effect.

 

HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings

5SRSRT is a DWORD value that when added to the registry and set to 0 will fix this issue (5U4SQY).  Note that this issue was introduced by fixing issue #5SRSRT in a previous update.  Currently a single TeleVantage Server cannot have fixes for both issue #5SRSRT and #5U4SQY. This will be resolved in TeleVantage 6.0.

5U4SQY

Pasting highly marked up text with many non-alpha characters into the Call Monitor Notes pane could cause the TeleVantage Server to restart.

5UHKF8

Using a Toshiba digital phone, pressing the Flash button while in a station-to-station call, put the call on hold when it should have done nothing.

5TWSF3

The TeleVantage 5.00.1615 Dialogic Updates Installer incorrectly marked some files as Read Only.

5UZT8Q

The Cumulative Calls & Average Talk time report sometimes showed ”Unknown agents” (agents that have been deleted) answering inbound calls when the calls were actually abandoned

56EJUH

If the system setting to “Allow Voice First Answering” was checked, all new and existing Toshiba digital phone users would incorrectly have Voice First Answering turned on.  Voice First Answering is now off by default on a per user basis unless explicitly turned on

5TMMRZ

Using the Advanced Settings Editor to change the System setting \Artisoft\Server\EmailNotifyBodyText had no effect because the text is localized for different regions.  To change this setting, you now must first use the Advanced Settings Editor to set \Artisoft\Server\EMailNotifyAutoUpdateText to False.  Once this setting is False, you can change \Artisoft\Server\EMailNotifyAutoUpdateText and the email notification text will be updated.

5TMMXL

If a user with a 10 digit DID number used the Client to switch audio output from phone to speakers or vice versa, Error 2001 would occur.

5TMN2T

Agent Performance Trends by Queue report was incorrectly counting a call when the caller hung up while the agent's phone was ringing.

5U4K5M

The "Agent Performance Trends" report was incorrectly capturing users’ personal calls. The resolution was to remove this report and create two new reports -  "Agent Call Trends" to capture data only on queue calls and "User Call Trends" to capture data on personal and queue calls.

5U4K6R

If a new user was created by copying and pasting an existing user, then any edits to the new user’s IP address for the VoIP phone also changed this information for the existing user.

5TDPA2

Editing a Robbed Bit T1 Span cleared the DTG_RDEBON debounce registry setting.

5U6Q4D

Notes added to shared Call Log entries would not be seen by other users until they restarted their Client.

5UAUXX

Dragging an Outlook object such as a message across the Call Monitor caused Error 9

5TMMTY

When a GCEV_OFFERED event is received on an ISDN line, the Server did not check to see if the device was in a blocked state.  Now the Server performs this check and if blocked, the Server unblocks it so it can be used for subsequent outbound calls.

5TMMWA

On ISDN BRI trunks configured for overlapped DNIS, if a call arrives with the ANI/DNIS information in the SETUP message (enbloc), the inbound call will fail

5UBRVR

Calls could not be returned from Voice Messages or Call Log when the Caller ID contained 7 digits but 10 digits were required to dial. 

5T7MMR

The Server’s memory leaked after 17 hours of running automated tests with a large system configuration.

5TASRR

In the Queue Monitor, the Calls Completed statistic incorrectly showed values larger than the Placed Calls statistic.

5TMMY8

Calls to a workgroup would play a call waiting beep to the workgroup members even if call waiting was disabled for the users.

5TFH9F

Agents with a 3 second wrap-up time could cause the Server to hang

5VJTP4     

Fixed a robbed bit T1 problem introduced by the fix to issue #5TLR23

5VFR7Y

 

Issues Fixed in TeleVantage 5.00.1615

Description

Issue #

The display on the Toshiba phone does not correctly updating when Disconnect was selected in the Client while still alerting.

5T7T6P

Release button on the Toshiba phone was releasing the wrong call.

5TMMGX

Under heavy load, memory leaks may occur on the Server causing Client applications to hang

5TASRR

The TeleVantage Server’s startup setting (automatic or manual) is now maintained after the upgrade to whatever it was before the upgrade.

5TMPUQ

Certain types of signals (for example, getting a line drop when an RBT1 line is idle or getting an incoming call when there is already an active call on the line) were not being ignored.

5TVM8U

On ISDN lines, should retry outbound dialing 'n' minutes after GCEV_BLOCKED or when we get GCEV_OFFERED

5TMMWA

On robbed bit T1 lines, a Wink was being treated incorrectly

5TLR23

In certain situations, cannot make outgoing call over robbed bit T1 line

5UGPNV

 

Issues Fixed in TeleVantage 5.00.1608

Description

Issue #

Under heavy load, a deadlock can occur if Operator takes a queue call sent to voice mail while station is in re-order

5RF3JN

On Toshiba digital phones, the 2nd line of the display could be overwritten hiding the Trn and Cnf soft keys

5QUJ82

Using the Client to transfer a workgroup call to an external number failed.

5RVMYX

If a remote agent used the Client to take a queue call, it would not appear in their Call Monitor’s "My Phone" tab

5SRSRT

Using a Toshiba digital phone, it was not possible to complete a transfer by pressing another PDN or SDN button

5RGKWA

Using Toshiba digital phones, you couldn't press a PDN to quickly return to the original caller after attempting to transfer to a incorrect extension number

5RGKWP

In the Activity History By Agent report, inbound queue calls were counted twice after putting an inbound call on hold to make an outbound call

5RYMJJ

Inaccuracies in Calls Answered and Calls Placed stats when placing inbound queue calls on hold to make an outbound call

5S4HJY

Wait by Outcome report did not return valid data

5RARCK

Redirected queue calls are not listed in the "Inbound Call Outcome" report

5RRNF3

Redirected queue calls are not listed in the "Queue Comparison" report

5RRRXK

Activity History by Agent Report didn’t show wrap up time after outbound calls

5SEQH4

After adding a new user to a queue, starting the Client for that user would fail if the user had not yet received a call and there were many call log entries for the queue.

5T2NNL

Activity History reports did not credit agents for calls taken during wrap up

5T6RVP

The Client was not compatible with the Actbar2.ocx control version 2.5.0.65 used by Tiger Paw Enterprise Edition software

5SDPHP

If call screening was disabled, "Error 7594 (Database syntax error) has occurred" would appear when trying to Associate an unknown caller in the Call Monitor.

5RVQUE

With hundreds of Client sessions, parking a call would cause excessive server activity, slowing down the server

5T6SWR

In rare cases under heavy load, stations would hang during call routing

5QSLZE

Under heavy load, contact names containing a % character could cause stations to hang

5RQKTX

When requested, TeleVantage would incorrectly issue a Flash on non-analog trunks

5SUNLY

On ISDN BRI lines, routing lists would not process a second action if a CCEV_PROCEEDING wasn't received

5SMSEX

The IVR Plug-in API's AssociateExtension method does not allow a Plug-in to transfer to an external number

5R2SU5

The IVR Plug-in API's AssociateExtension method did not return a proper error code

5R2SU9

Call Center Queue conditional hold prompts referring to the "number of people ahead of you" variable did not work

5SLQUD

Restricting an auto attendant to members of a workgroup prevented dialing user's contact PINs

5STPBR

Queue stats would become inaccurate if placing an outbound call while an inbound queue was on hold

5RZSL9

Outbound queue calls not being recorded when Nth call recording is turned on for agents

5RR3PW

Added Artisoft\Server\RestartTimerAfterRingingAgent setting to optionally restore TeleVantage 4.x behavior where hold prompts were not played while attempting to ring an agent’s station.  This Advanced Setting is off by default, so TeleVantage 5.x behavior is the norm, where hold prompts can be played while ringing an agent’s phone (the prompt will stop playing if the agent answers before the prompt is completed)

5SUM5E

Under rare circumstances, a deadlock would occur if multiple agents did not answer their phone at the same time

5SJ3MQ

A call center agent's "call placed" statistic would be incremented if an inbound was transferred to an external number

5RXHC5

 

Issues Fixed in TeleVantage 5.00.1608

Description

Issue #

ISDN NI2 protocol firmware updates (version 2.29) for SR 5.1.1 SP1 or FP1 (Intel PTR 30973 and DUS-86173579)

5PHHLD

DISI32 and DMV/2400A conferencing fixes (Intel PTR 28470)

5KTQSM

Firmware and Configuration Files for IPLink 100BT and 10BT Boards  (Intel 7/1/03 release) 

5P8SML

 

Issues Fixed in TeleVantage 5.00.1592

Description

Issue #

Delay in audio cut-through on MSI station to station calls after upgrade to 1591

5RXLFD

DI/SI32 stations goes to reorder

5QVSNK

HandleDisconnectWithAudio not working correctly in Europe

5PSN6S

Crash due to bug in queue stats throttling code

5REV23

Infinite loop when using Centrex transfer with routing service

5RAUY6

Queue calls not ringing remote agent

5QFMD4

Distorted prompts when using DISI32R1 in a-law environments

5R9MJ7

RBT1 Don't post INBANDCP until call has been dialed (TDX_DIAL event received)

5Q5QMY

Buzz during and Hiss after speaking on DI/SI conferences fix for SP1

5QFRBV

TvCliSvr hangs apps (e.g. GoldMine) that do a message (DDE) broadcast

5QCQ8N

Need to wait for RingStop event when we do StopRing on MSI

5QMT79

Race condition with StationAutoHangupOnIdle can cause calls to get dropped

5QLPD8

Remote IP transfer failed while processing a Routing List

5QLQKV

Plug-Ins cannot get current locale or set locale for PluginMedia.PlayString

5Q7LFV

Release key doesn't always work in hands free mode

5QFSLV

Error 381 after deleting voice mail message in Client (but client still runs ok)

5QBKV9

SOE Licenses will not register

5Q6F92

DMU 1.3 error "ERROR - ABORT in mcb.c inputData(int *dataPtr function"

5LLPRN

HandleDisconnectWithAudio not working correctly in Europe

5PSN6S

Cannot route calls when using attempt pbx transfer over iplinkS

5PWRY4

Voice message greeting longer than 2 minutes gets cut off

5Q6LJ3

Call monitor minimizes when pick up the call

5MGKAE

Queue on-hold message interrupted when queue moves from offering a call from one agent to another

5PZMXG

Park Pickup Intermittently fails on DKT button

5PYNUK

PluginServer should support error info

5PYNAQ

Specifying a timeout greater than 109.224 minutes for PluginMedia.RecordFile gives incorrect behavior

5PYQCL

Every time you edit a Plug-In in the TV Admin /w "Start one instance" checked, it starts a new copy of your EXE without killing the old one

5PYQVJ

Accepting a call does not stop Plug-In or routing list

5PYRAW

Deadlock when Plug-Ins call call done w/o releasing media first

5PYRLZ

Implement pluginCallee support for routing lists (Wallpaper, Excendia)

5PYRND

PluginCaller/Callee return incorrectly formatted ID string for pbeid = 0

5PYRNH

Recordfile Method stops recording after about 4 minutes.

5PYS3C

Hotpatch upgrade resets SQL password if it was changed

5PXHTP

E1 R2 Device Reset Improvement

5PXL9G

Agent status of "In a meeting" is reported as "Unavailable" on the User Activity Report. Should be "Training"

5PRRWB

Queue call rings through to Agent PDN when Agent is already on another outbound call

5PKJ96

Memory Leak in the Call Monitor and elsewhere

5NKNL3

Hotdesking on 1567; agent has no call control for personal calls

5PJJYR

Agent who has RL transferring to CCQ will not get rung in the CCQ for transferred call

5PJK4Y

Use updated Verisign ID for TeleVantage Reporter

6EAL86

 

 VI. Intel Dialog Updates in Previous TeleVantage 5.0 Updates

Intel Dialogic Updates in TeleVantage 5.00.1640

Description

Issue #

10/27/03 IPLink firmware updates

5SUK6G

 

VII. Securing your TeleVantage Server and Workstations using Windows XP SP2

Once this TeleVantage update is installed on your TeleVantage Server and the TeleVantage workstation applications are upgraded, all Windows XP SP2 PCs running TeleVantage applications will have their firewall settings updated so TeleVantage can operate properly on most networks (see Important note below).  Without these modifications to the Windows XP firewall settings, TeleVantage applications running on Windows XP SP2 cannot communicate over a network.  You can tailor these modifications to match your unique network configuration and security requirements.

 

Important: If your TeleVantage PCs are not all located on one subnet, or if your TeleVantage Server uses a changing IP address (DHCP), you must change the TeleVantage security settings using the TeleVantage Administrator application as described below in Adjusting TeleVantage Windows XP Sp2 Exceptions. If you do not make these changes, TeleVantage workstation applications such as ViewPoint may not operate properly (calls will not appear in the Call Monitor, etc).

 

Background: The Windows XP SP2 firewall is designed to protect Windows from unwanted network access, including potentially hostile viruses.  Left unchanged, these security measures also prevent TeleVantage workstation applications from receiving requests from the TeleVantage Server (for example, to display a new call in the Call Monitor).  Similarly, TeleVantage Servers running Windows XP SP2 will not be able to accept requests from the TeleVantage workstation applications (for example, to make a call).  To enable necessary communication between TeleVantage components, this update includes several entries to the Firewall Exceptions List on all TeleVantage PCs running Windows XP SP2 (the TeleVantage Server PC is updated at installation; each TeleVantage workstation PC is updated as soon as a TeleVantage application on it runs).  See below for a complete list of Windows XP SP2 Firewall exceptions that TeleVantage requires and their associated default values.  

 

Adjusting TeleVantage Windows XP SP2 Exceptions

 

1.  Start the TeleVantage Administrator (from any PC) and choose Tools > System Settings.

 

2.  If your TeleVantage Server PC is running Windows XP SP2, select the Security \ Server tab.  Otherwise, skip to Step 4 below.  The settings on the Security \ Server tab determine which IP addresses will be allowed communicate to the TeleVantage Server PC.   Be sure to include the IP addresses of any PCs that will be running TeleVantage workstation applications such as ViewPoint.  Note: If you have multiple TeleVantage Server PCs running Windows XP SP2, you must perform these steps for each TeleVantage Server.

 

3.  Choose the appropriate scope for the Windows XP exceptions required by TeleVantage:

 

·         Any computer (including those on the internet).  The PC accepts network traffic from all IP addresses.  TeleVantage connections will always work with this setting.  Important: this setting leaves your Windows XP SP2 PC the most vulnerable to potentially harmful connections. 

 

·         My network (subnet) only.  The PC accepts only traffic from within your subnet.  This is the default selection for the Security \ Server tab, and Artisoft recommends this setting as the easiest and most secure setting that guarantees communication for the TeleVantage system on a typical LAN where all TeleVantage PCs are on the same subnet.  If all of your TeleVantage PCs are not on the same subnet, you must choose the Any computer or Custom List options.  The range of your subnet is defined by your subnet mask, which is usually 255.255.255.0 (for example, with an IP address of 192.168.114.20 and subnet mask 255.255.255.0, the PC would accept communication from IP addresses 192.168.114.1 through 192.168.114.255).

 

·         Custom list.  Use this option to specify the IP addresses / subnets of all the PCs whose network traffic is accepted by this PC, separated by commas.  This is the default selection for the Security \ Workstation tab.  You can enter an individual IP address, or a range of IP addresses using an IP address followed by a forward slash (/) and a subnet mask.  For example, entering "192.168.114.201/255.255.255.0" specifies the range 192.168.114.0 through 192.168.114.255.  Entering your IP address followed by your subnet mask is the same as clicking My network (subnet) only

 

·         None.  This option makes no modifications to the PC's Windows XP SP2 firewall.  Important: The TeleVantage system will not work properly with the default Windows XP SP2 firewall settings.  However, you can configure firewall exceptions manually through Windows XP to permit TeleVantage system communications.  To configure firewall exceptions manually, choose Start > Settings > Control Panel > Firewall.  Consult your Windows XP documentation for further instructions.

 

4.       If any of your TeleVantage workstation PCs will run Windows XP SP2, select the Security \ Workstation Firewall tab.  The settings on this tab determine which IP addresses will be allowed to send network requests to the TeleVantage workstation PCs.   You only need to specify the IP address of your TeleVantage Server(s) which you can do in several ways

·         If your TeleVantage Server has a fixed IP address, click the Custom List choice and click the Server IP Address button to quickly enter the IP address(es) of your TeleVantage Server PC (this is the default).  Note: if your Server’s IP address ever changes you must update this setting in order for the TeleVantage Workstation applications to connect.

·         If you have multiple TeleVantage Servers, you should enter each Server’s IP address separated by commas, so that any TeleVantage workstation can connect to any TeleVantage Servers. 

·         If your TeleVantage Server uses DHCP to obtain an IP address automatically, be sure to specify the complete list of IP addresses or subnets that could be dynamically assigned to your TeleVantage Server.

 

5.       Click OK to close the System Settings dialog box.

 

When any TeleVantage workstation application running on Windows XP SP2 starts, it reads the Security \ Workstation Firewall settings you set above. Then it modifies the PC’s Windows XP SP2 Firewall Exception List to match those settings.  For example, if you entered 192.168.114.20 in the Custom List (the fixed IP address of your TeleVantage Server), then as soon as ViewPoint is run on any PC, that PC's Windows XP SP2 Firewall is opened to DCOM traffic from 192.168.114.20 so it can receive events from the TeleVantage Server.  NOTE:  TeleVantage Workstations can always access the latest Security \ Workstation Firewall settings as long as the Server’s firewall is not blocking the IP address of the TeleVantage Workstation.  

 

6.   If you make changes to the Administrator’s Security \ Workstation Firewall tab while one or more TeleVantage Workstation applications are connected, they will not get the new settings until they restart.  You can force a restart of all Workstations applications connected to your TeleVantage Server by restarting the TeleVantage Server via Tools > Shutdown Server.  NOTE: PCs running the TeleVantage TAPI Service Provider must be restarted to apply the new firewall settings.

  

Windows XP Firewall Exceptions Added for TeleVantage

 

The following exceptions are added to the TeleVantage Server’s or Workstation’s Windows XP SP2 Firewall using the scoping you specified above in the TeleVantage Administrator’s Security \ Server Firewall and Security \ Workstation Firewall tabs.  All of these exceptions are required to run TeleVantage across a network when using Windows XP SP2.

 

The following exceptions are added to your TeleVantage Server PC if it is running Windows XP SP2:

·         DCOM Resolver – Port TCP135.

·         MSSQLSERVER – TeleVantage determines the actual EXE name dynamically by the version MSDE or SQL Server running.

·         TeleVantage Device Monitor — TVDevMon.exe.

·         TeleVantage Server — TVServer.exe.

·         TeleVantage Control — TVCntrl.exe.

·         File and Printer Sharing — A standard, built-in firewall exception that TeleVantage enables.  The ports include TCP139, TCP445, UDP137, and UDP138.

 

The following exceptions are added to any TeleVantage workstation PCs running Windows XP SP2:

·         DCOM Resolver – Port TCP135.

·         TeleVantage ViewPoint – TVClient.exe.

·         TeleVantage Administrator — TVAdmin.exe.

·         TeleVantage Advanced Settings Editor — TVSettings.exe.

·         TeleVantage Reporter — TVReporter.exe.

·         TeleVantage Web Client Utility — TVWeb.exe.

·         TeleVantage Voicemail Archive Browser — TVRecordingBrowser.exe.

·         TeleVantage Enterprise Manager — TVEM.exe.

·         TeleVantage SecBridge — TVSecBrg.exe.

 

 Running TeleVantage Web Services on a Windows XP SP2 PC

If TeleVantage Web Services is running on a Windows XP SP2 PC, you must open the Windows Firewall for the Microsoft IIS web server using one of the following procedures

 

VIII. Installation and Setup Troubleshooting

 

Description

Issue #

Upgrading the TeleVantage Server to Windows XP SP2 after the TeleVantage Update is installed

If after this TeleVantage Update you upgrade the TeleVantage Server to Windows XP SP2, you will need to perform the following steps:

 

  1. Run \Program Files\TeleVantage Server\tvaccutl.exe on the TeleVantage Server
  2. Restart the computer if prompted to do so. 
  3. Follow the instructions below in Securing your TeleVantage Server and Workstations using Windows XP SP2

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Upgrading Windows 98 or ME Workstations to Windows XP SP2 after the TeleVantage Update is installed

If after this TeleVantage Update is installed you later need to upgrade TeleVantage Workstation PCs from Windows 98 or ME to Windows XP SP2, you will need to repair TeleVantage Workstation applications by Control Panel > Add or Remove Programs, then select the TeleVantage workstation applications and choose Change and then Repair.   Note: These steps are not required when upgrading from Windows NT, 2000 or XP to Windows XP SP2.

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During the TeleVantage Server install, the following message can appear:

"The following file is already on your computer: ...\TempTV62DriversUpdate\Data.TAG.  Do you wish to overwrite this file?"

Click Yes, and the install should complete normally.  If you click No, the install exits and you must run it again, this time clicking Yes.

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If the TeleVantage Server does not appear in the Services list, open a command prompt on the TeleVantage Server, enter the following commands and then repeat step 10 of the installation instructions.

CD \Program Files\TeleVantage Server
tvserver.exe /service

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After installation ViewPoint may fail to start, displaying "Error 0 - Application-defined or object-defined error."  If this occurs, perform the following steps:

1.       Choose Start > Settings > Control Panel, and double-click Add/Remove Programs.

2.       Click "TeleVantage workstation applications."

3.       Click "Change."

4.       When prompted, choose the Repair option.  Follow the on-screen instructions to complete the repair.  After this procedure, ViewPoint should start normally. 

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After installation on a Windows XP Home SP2 computer, ViewPoint may fail to connect to the TeleVantage Server, displaying the message: "Could not connect to TeleVantage."  This problem occurs because Windows XP Home cannot connect to a network domain by design.  If this problem occurs, do the following:

1.       From the workstation computer, browse to the TeleVantage Server computer on the network.

2.       You are prompted to log in to the domain.  Log in using a valid username and password.

3.       Try to start ViewPoint again. You should be now able to connect to the TeleVantage Server.

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