Thursday, November 13, 2008

Where are chats stored in multi server environment

Per the IBM documentation:

In an n-way chat or a meeting, the location of the server on which the chat is logged is the server on which the Place is handled.

In an instant messaging session, the chat is logged onto the home server of the user that accepted the IM.

Note If user A initiates a chat with user B, the chat is logged in the home server of the chat’s recipient – user B. If in the course of the chat, user A closes the chat window, but user B continues to write, a new chat session is created in which user B is the initiator and user A is the recipient. From this point on the chat is logged on the home server of user A.

Wednesday, November 12, 2008

QueueBots won't run in the ServiceManager on Vista

In order to run any IAF Bots (QueueBots, Navigator Bots...) as a service in Windows Vista, all application modules should be run with Administrative privileges:



If IAFQueue Manager/Service Manager does not run with Administrative privileges then they are unable to create log files, store settings in registry and communicate with IAF Service.



Alternatively they can modify security settings of the application and provide other users/groups full control:

QueueBot stops responding after chat

If the QueueBot stops responding after a chat, it my be due to the logging. If you have logging to a Notes database setup, check your debug log for the QueueBot. If the last line is:

cWriteToNotes.InitNotesSession() has started

then you have run into this issue. Be sure to give the QueueBot at least one minute to log to the Notes database. If after sufficient time, nothing has happened, then you must restart the machine the QueueBots are running on. This issue will not reappear sproadically. It only sometimes occurs when you have recently upgrading IAF QueueManager, or if a Notes client has behaved unexpectdaly on your machine. This issue is related to Notes. Another symptom of this is that you can not start the Notes client at this point until you restart.

Monday, October 27, 2008

QueueManager cannot resolve any names

Problem: I have added agents to my the agent list, however none of them recieve chats. Also, I have looked at the debug logs and they say that the user names cannot be resolved.

Debug Output:



Solution: There are two known issues which may cause this. Another problem may be that you are spelling the name wrong. Try different variations; try their fully qualified name; try there CN= name...

One known issue has to do with the resolve returning multiple names. If you are trying to add TestUser1 to your QueueBot, but in your names.nsf users TestUser1, TestUser10, TestUser100 all exist, then the QueueBot cannot handle that. When the QueueBot tried to resolve TestUser1, all three of those names are returned and the QueueBot does nto know how to handle that.


Another known issue is with Directory Assistance. If the DA is not setup correctly, then the QueueBot will have issues resolving names. The DA is setup in the server configuration document:



You can test this by clearing this field so that the DA is not used and then trying to resolve names in QueueManager (you may need to restart the Sametime server after clearing the DA field).

Monday, October 20, 2008

Agents sometimes don't recieve any requests to take chats sometimes

This situation would be where sometimes you see that a customer has contacted the QueueBot, but the agents do not recieve any messages to take the customers request.

One reason is that all your agents are busy in chats, disabled, or offline. You can check this by using Option 2 of the Agent Options Menu. Agents who think they are listed incorrectly as 'Busy' or are listed as being in chats that they are not can use Option 14 to set themselves 'Free'.

Another reason for this is if your QueueBot is setup with the exact following settings outlined in red:



In this situation, every hour, the first chat recieved by the QueueBot will not go through. To remedy this, you can change the settings to the below. Note how the time indicated in the image below is less than the time in the image above. This is important.

I'm an agent and the QueueBot shows my status incorrectly

This situation would be when you use Option 2 of the Agent Options Menu, and you see that the QueueBot says that you are in chats but you don't have any chat windows open. Or if you are setup to handle more than one request at once, and you see that the QueueBot thinks your 'Busy', but in fact you think you should be 'Free'.

You can use Option 14 to reset your current chat number to 0 and also set your self free.

Imtegrity: Chat logging set to STRICT

Q: Why is Chat logging set to STRICT?

The chat logging type is set to STRICT on purpose in Imtegrity, for various reasons.
- Most of our customers are REQUIRED to log chats due to regulations like Sarbanes-Oxley
- The only way to immediately detect any issues with logging is via strict logging. In relaxed capture mode, things proceed as if nothing has happened, so you'll potentially NEVER find out that logs are not accurately captured.

Thursday, October 2, 2008

Instant Team Sessions: I can not get archives when entering places

I can not get archives when entering places.

Is there a red X next to the "get archives button"? Also, check to see if your PlaceLogger100(ID used for logging) user show up as an active participant in the left panel when entering a room. If so, check the SametimePersistantChat.properties file located in the Properties file of the installed Team Sessions files.

Solution:
If “PlaceLogger100” is the name of your placelogger, the ITPLACELOGGERPREFIX should be PlaceLogger100 (This setting is also case sensitive).

Whatever the name of the placelogger is, the ITPLACELOGGERPREFIX must have the first part of the name as the setting.

Assuming your place logger name is PlaceLogger100,
ITPLACEWATCHER and ITPLACELOGGERPREFIX should be set as below:

ITPLACEWATCHERNAME = "PlaceLogger100"
ITPLACEWATCHERPASSWORD = "password123"
ITPLACEWATCHERSERVERPRIORITY = 1
ITPLACELOGGERPREFIX = "PlaceLogger100"

Friday, September 19, 2008

Instant Live Support: Unable to generate logs. Logs show Errors: "User logged out" and "4005 Notes error: Operation stopped at your request "

Issue: Unable to generate logs and reports

Trace logs show:
INFO wrapper 2008/06/23 15:14:50 User logged out

4005 Notes error: Operation stopped at your request (Places\ChatPlaceID)) [ iteqmserver.ITDominoSession] [PlaceManagerMonitorThread]

Solution:
"Lotus C API applications for Domino and Notes can be run as a Windows NT Service. A system environment variable, NOTESNTSERVICE=1, must be set before running a C API application as a Windows NT Service. If this environment variable is not set, calls to the Domino or Notes C API which require any user authentication (for example, NSFDbOpen()) made after the user starting the service logs off will fail.

If you have an opportunity to check to see if this environment variable is set
- and if it is not, please set it (possibly at a planned server maintenance).

Monday, September 15, 2008

IMtegrity: Ignoring imt4_b79879879-898797-csjl98098_part-62.xml until part 128 has been imported.

Ignoring imt4_b79879879-898797-csjl98098_part-62.xml until part 128 has been imported.




Create a subdirectory inside the \logs folder and move all the files matching the same filename pattern (incl. any image files) into that subfolder....

Wednesday, September 10, 2008

Instant Team Sessions: Sametime Persistant Chat Service does not start automatically on start-up

Sametime Persistant Chat Service does not start automatically on start-up:

Please add the following to your stcommlaunch.dep file:

#The following line starts the Instant TeamSessions chat monitor after Sametime has loaded
SERVERAPP Sametime Persistent Chat,ST Community,SOFT

Friday, September 5, 2008

IMtegrity: stbroadcastgateway.exe (1760/0x6E0) has terminated abnormally

Error: Files\Lotus\Domino\stbroadcastgateway.exe (1760/0x6E0) has terminated abnormally

This is the Domino server indicating that the stbroadcastgateway.exe process either crashed or not properly shut down. Domino as of 7.02 has advanced reporting built in to report such conditions. The same error could have happened before on a pre 7.02 server, but would have gone unnoticed. In either case, it is not a IMtegrity-related error.

IMtegrity: Directory Assistance could not access Directory CDC, error: File does not exist.

Q: Directory Assistance could not access Directory CDC, error: File does not exist.

This indicates a misconfiguration of the server document referencing a wrong condensed directory db or a misconfiguration inside the directory assistance db. It's not related to IMtegrity.

Imtegrity: Importer error: Invalid or nonexistent document

Q: Imtegrity: Importer error: Invalid or nonexistent document. What does this mean and how do I resolve it?

It is a profile doc which can't be updated with the last runtime of the import agent, and that profile doc isn't used anywhere anyway
You should be able to get rid of the error simply by using this console command:
> restart task imtegrity

IMtegrity: allow a manager to review his employee’s recorded chats, without giving full access to the system

Q: We just implemented IMtegrity and Sametime and I’m trying to figure out how to allow a manager to review his employee’s recorded chats, without giving full access to the system. Can you point me in the right direction?

It is possible in Imtegrity 4.x. You will need to create one rule per manager. The rule will determine whether or not a person in the chat belongs to the folks who the manager is responsible for, and if so, add the managers name as an addtl. reader to the chat logs. That way, he doesn't need the 'ReadEverything' role; he'll only be able to read chat logs where he got added as a reader by a successful rule match.

You have 2 options to setup these rules (you will need one rule per manager):

- If you use OU's in your naming convention (say "Frank Foo/Marketing/NRG"), and there is a designated manager for "marketing", then they can use the "Participants names match:" expression in the rule and set it to */ou=marketing/* for example.

- If you can't use that, you will want to first set up some domino groups, ie. every manager has a group with all the folks who report to him. Then you can use the "Participants are members of the these Lotus Domino groups:" expression and just list the group name, ie. "Marketing".

Finally, the rule simply adds the managers name to the chat logs as an additional reader via the "Add Reader Access" expression.
That way, the manager has reader access of only the chat logs of people he's the manager of.

Steps to create one or more rules:

- Open imtconfig.nsf using a Notes Client
- Select Action Rules in the left outline, then click the "New Action Rule..." action
- then either use
"Participants names match:"
or
"Participants are members of thethese Lotus Domino groups:"

- "Add Reader Access" and add the name of the manager

Repeat for each manager. No need to restart or anything, the rule will automatically start to work at the next import interval.

IMtegrity: How can I be sure everything is being logged as expected?

Q: I need to be certain that all chats from all clients get logged. How can I be sure everything is being logged as expected?

If all IMtegrity related output is prefixed with "IMtegrity: " example below shows that logging occurs and that importing happens without errors, too. So everything is working as expected.
31/07/2007 11:48:19 AM IMtegrity: Importer for 'imtchatlog.nsf' started31/07/2007 11:48:19 AM IMtegrity: Searching 'C:\Program Files\IMtegrity\logs\' for chat logs...31/07/2007 11:48:19 AM IMtegrity: Importing 'ibm_sdkjfhsdklfjhsldkfjh.xml'31/07/2007 11:48:19 AM IMtegrity: Removing imported log file 'ibm_xxxxxlkjsdlfksj.xml'31/07/2007 11:48:19 AM IMtegrity: Importing 'ibm_30169c8b-323a-47b5-8b4c-2e8fae1b8a57.xml'31/07/2007 11:48:19 AM IMtegrity: Removing imported log file 'ibm_kljshdflsadf786.xml'31/07/2007 11:48:19 AM IMtegrity: Imported 2 logs, 4 parties, 10 messages31/07/2007 11:48:19 AM IMtegrity: Importer shutdown

IMtegrity: Chats get logged but not imported

Q: Chats get logged but not imported:

Please check the content of the \logs folder (the actual location of that folder is defined on the 'Logs' tab in the IMtegrity configuration tool (imtconfig.exe)
- Start the IMtegrity Coniguration tool (imtconfig.exe), and click the 'Log' tab.
- Make sure that logging is enabled and that a proper path is set as the log folder and that 'XML' as the file format is enabled.
- Check the content of the log folder. Are there any .xml files at all in this folder?
- Also, set the 'When importing XML files, log:" setting to "Details" so that more information will be logged to the Domino server console
- Imtegrity 4x uses it's own server addin task to perform imports.
If the .xml files are piling up the \logs folder but don't get imported into the database, then please check if the imtegrity addin task is loaded (via >show tasks).
If it's loaded, check if it's paused or running (you can see that in the output from >show tasks).
If it's paused, then enter >tell imtegrity resume
If it's loaded and running, then you should run the imtegrity configuration tool and set the XML import logging to "Debug" and then perform a >tell imtegrity import
It should provide quite some output which says whats going on. Either an error or a successful import.
If you get errors, you should send us the error along with the offending log file(s).
IMtegrity Version 3x only:
- Is the Domino importer agent running? You can verify this by entering "tell amgr schedule"
- The '(agImportXML)' agent should be scheduled to run.

IMtegrity: Chats don't get logged

Q: Chats don't get logged:

Check the 'stchatlog.dll' file in the Domino program directory via Explorer, ie. bring up Properties dialogbox for that file.
On the 'version' tab of the properties dialogbox, make sure that the Description is "Instant IMtegrity for IBM Lotus Sametime" and the Copyright is from Instant Technologies. If this is not the case, it is likely that the IMtegrity logging .dll got overwritten by a dummy .dll file from IBM.

IMtegrity: Notes error: Database is corrupt

Q:IMtegrity: Notes error: Database is corrupt -- Cannot allocate spce in: …How should I resolve this error?

Try this sequence from the console:
>tell imtegrity quit,
then >load compact imtchatlog.nsf,
then >load imtegrity

IMtegrity: After installing, nothing is getting logged

Q: After installing, nothing is getting logged. No error messages, just nothing getting written to the imtchatlog.nsf database. How do I log chats?

There can be three things going on:
Chats get logged and imported OK but you can't see them because you don't have the correct ACL role enabled to see them.
Please check the ACL and make sure you have proper access and the 'ReadEverything' role enabled.

Friday, August 29, 2008

Sametime Gateway configured for Yahoo and AOL communities

Sametime Gateway configured for Yahoo and AOL communities.

Steps to counter issues:
1. Opening the correct ports on the firewall
2. Registering IBM Lotus Sametime Gateway
3. Certificate
4. Reverse Lookup


----Here are some notes and links that helped us, when setting up the Sametime Gateway with external communities.

1. Opening the correct ports in the firewalls

a. Port 1516 on the internal firewall to each Sametime community server in the local Sametime community, allowing both inbound and outbound traffic between Sametime Gateway and each community server.
b. Port 389 on the internal firewall to the LDAP directory, or port 636 if LDAP access is over SSL.
c. Port 50000 on the internal firewall to a DB2 server.
Open the following ports on the external firewall as needed:
d. Port 5269 on the external firewall to Google Talk and Jabber.
e. Port 5061 on the external firewall to external Lotus Sametime, AOL, or Yahoo! Messenger™ communities using a secure TLS/SSL connection.
f. Port 5060 on the external firewall to an external Lotus Sametime community (only if using a non-TLS/SSL connection).
g. Port 53 on the enternal firewall to external DNS servers to resolve the fully qualified domain name of external community servers.

Other helpful links:
1.
Connecting the local Sametime server to Sametime Gateway
2. Connecting to instant messaging communities


2.)Registering your Sametime Gateway with AOL and Yahoo!
Need to register your IBM Lotus Sametime Gateway. What is the Passport advantage site number? Two choices here:

1.) If you used IBM Passport AdvantageIf you acquired licenses for IBM Lotus Sametime Standard or Lotus Sametime Advanced using the IBM Passport Advantage Web site, then register your IBM Lotus Sametime Gateway directly using the Lotus Sametime Provisioning Application.
2.) If you did not use IBM Passport AdvantageIf you did not acquire licenses for IBM Lotus Sametime Standard or Lotus Sametime Advanced through IBM Passport Advantage, then register your IBM Lotus Sametime Gateway by e-mailing the required information to the provided address. For example, if you are an IBM Business Partner or have purchased IBM Lotus Sametime Standard for Cisco Unified Communications from Cisco or an authorized Cisco reseller, you must use this procedure.

----We did not use IBM Passport Advantage, we used Partner
world:

We needed to fill out the information for
registration. Here is the info we were asked:

Registration Code:
· Registration code
This is available on the Lotus Sametime for Cisco Unified Communications software DVD. If you are an IBM Business Partner, you can get this code from your Business Partner representative.
Technical information:
· Gateway host name (the fully qualified domain name of your gateway; for example: stgateway.company.com)
· The port on which you want to accept incoming TLS/SIP requests (port 5061 is used by default)
· Gateway certificate common name
· Gateway certificate issuer
· SIP realm to be used (for example: company.com)
· Do you wish to be provisioned for AOL AIM?
· Do you wish to participate in the AOL Clearing House?
· Do you wish to be provisioned for Yahoo Messenger?
Contact information:
· Company Name
· ID or Order # (If IBM Business Partner, use Partnerworld ID #; otherwise, use Order #)
· Contact first/last name
· Contact e-mail address
· Contact telephone number
Contact instant messaging address (optional)_________________________________________________________




5.) Certificate




----Filled out all of the info but we were missing a
certificate name

So we needed to:
Generate a CSR:

· Generate the CSR using the Integrated Solutions Console on the Gateway

· Thawte Server CA which is accepted for AOL and Yahoo: SSL 123 certificate.

· STGatewaySSLRequest.arm is copied and pasted on the website.

---Thawte’s website provides a way to test the certificate for errors in the information you provide.

We were able to generate a successful request and purchased the SSL
123 certificate on their website.

We finished filling out
the registration form with the certificate information we had just generated and
completed the form to be sent.

A couple of days later we received
confirmation that the Gateway was registered with IBM and they passed the
information over to Yahoo and AOL.

7.) Reverse Lookup


---Still not showing a connection in the Integrated Solutions
Console for the Gateway even after registration.
















----Reverse Lookup not resolving correctly according to this
tech note:

http://www-1.ibm.com/support/docview.wss?rs=477&context=SSKTXQ&dc=D600&uid=swg21303292&loc=en_US&cs=UTF-8&lang=en#Enabling%20Reverse%20DNS%20Lookup



Check reverse lookup on this website: http://dns.kify.com/


---Still not resolving to gateway, shown in the following screen shot:



















--Checked our DNS provider for reverse lookup. We
did not have a class-C type of network so we contacted our ISP, Comcast, and
asked them to create a reverse lookup for our gateway














----It took about a day to see the results, and we had to
contact our ISP a couple of times but it finally resolved correctly:













8.) Import certificates on the Gateway.

---Finally, we see green arrows. Success at
last

Sametime Connect Client and Yahoo or AOL












---We have been able to add contacts to our with full
awareness






































Friday, August 22, 2008

How to display the web UI for IMtegrity archiving database

The IMtegrity archiving database for Lotus Sametime may be accessed by either a Lotus Notes client or via a web ui. To display the web ui, use the following syntax:
http:///imtchatlog4.nsf
Of course, the usual Lotus Notes authentication and authorizations will be required.





Tuesday, August 19, 2008

IAF QueueManager: Test logging is not working

Issue: Test logging is not working. When you click test log, nothing happens.
Note: This is different from the situation where you click test log and the program hangs with the hour glass cursor (in which case the solution is to check logging settings, then try restarting QueueManager, then try restarting the machine).


Solution: Log into your Notes client. Be sure that the default id which comes up in the Notes client is the one which has the password you have listed in Logging Options for the QueueBot.
Next open up the QueueLogs database which you are trying to test log too. Most likely you will be given prompts about accepting cross certificates. Once you have accepted these, then Test Logging should work. You should only need to do that once.

IAF QueueManager: Some chats are not sent to Notes log database

Issue: Not all chats are being logged to the Notes database. Or Notes logging does not work after the user logs off the Windows machine.


Solution: The cause of this is usually that the environment variable is not set on the machine that the QueueBot is running on. This is documented in the QueueBot documentation.
The environment variable NOTESNTSERVICE=1 must be set on the machine running the QueueBots.

IAF QueueManager: Multi-chat is not working

Issue: Multi-chat is not working.


Solution: This is always an issue with configuration. One important thing to remember is that the Queue names in the Queue Definitions section of the Notes database must be case sensitive. When creating a Queue definition in the database, first click to Create a new definition. Second, for the first field, click to select the Queue’s name from the directory picker. Third, in the third field (override canonical name), type in the name of the QueueBot as you see it in the person’s buddylist (must be case sensitive here; also be sure that you are looking at the name as you would see after adding it to the buddylist (in other words, make sure your not looking at a display name which was entered custom by the user)). You can test this by just trying to open multiple chat windows with the username listed in Queue Definitions from the agent’s Sametime client

Or the problem may be that they cannot successfully retrieve the QueueDefintions from the database (This can be seen when they click the Retrieve button in the CannedResponses Preferences page in the agent’s Sametime client). In that case, the URL is usually wrong. You can test this by opening the URL in a web client.

Additionally, the problem could be the wrong version of the Sametime client. It must be a Sametime 7.5.1 CF1 client.

IAF QueueManager: /Meeting cmd, /Nway cmd, or agent Groups do not work

Issue: There are three separate symptoms for this issue:
When the agent enters the /meeting command they are informed that this is disabled.
When the agent enters the /nway command they are informed that this is disabled.
Adding a Group to the agent list does not work


Solution: The cause of any of these is that the Meetings component is disabled. This is an option in the Agent Options Menu. You can test this by, after starting the QueueBot, look in the Task Manager to see if the Meetings.exe process started. If it does not start, then that means it is disabled. You can enable it by going to the Queue Properties tab of Instant Agent Settings for the QueueBot; at the bottom is an option to disable the Meetings component.

IAF QueueManager: Issue with adding agents to the Queue (resolving agents)

Issue: When trying to add ANY agents or groups into the Queue (on the Instant Agent Settings window) when you type in a name and click Add, you see text at the bottom of the Add window saying “User Not Found.”


When you go and look in the debug file, you see this line indicating that the resolve failed:


frmAddNewAgent: m_UserManager_UserResolvedFailed() User: Andrew Brousseau/US/Instant


Again, this happens with anyone you try to add.



Solution: The issue here is that directory assistance is enabled on the Sametime server that the QueueBot is logging into. Or the directory assistance is setup incorrectly. The way we fix this is to go into the Server Configuration document and make the field which asks for a directory assistance database blank (thus turning off directory assistance).

The screenshot below shows where the directory assistance database is defined.

IAF QueueManager: Chats are interupted by requests to start another chat

Issue: Chat with customer is interrupted by a request to accept another chat from the QueueBot. This ends the original chat.


Solution: This occurs when the agent is setup to be able to handle more than one request from the QueueBot BUT the agent does not have the Multi-Chat plug-in. This is a setting when you add the agent to the list in Instant Agent Settings. If the agent is not using a Sametime client with the Multi-Chat plug-in then they should be set to only handle one chat at a time.

IAF QueueManager: Administrators are not recognized as admins

Issue: Sometimes administrators are not being recognized by the QueueBot as administrators. So when an admin messages the QueueBot they only receive the first 7 agent options rather than the full 13 an admin should get.


Solution: There is not a definite solution for this. The problem is usually because the admin agent messages the bot too soon after the QueueBot logs in. This is before the QueueBot can mark them as an admin after their name is resolved. This issue is fixed by re messaging the QueueBot (to give it time to resolve the name). If this does not work, then you need to restart the QueueBot (i.e. logging it out then back in).

IAF QueueManager: Agent types 'y' to accept chat and nothing happens

Issue: Agent types ‘y’ to accept a chat request, but nothing happens, the chat is not connected.


Solution: This is an issue where the QueueBot, for an unknown reason, thinks that when the agent types ‘y’, the agent is starting a new chat (even though the agent is typing into the chat window that the QueueBot initiated).
This used to cause the QueueBot to then send the Agent Options Menu to the agent (since it thinks the agent is starting a new chat); However the code has been changed so that when this happens, it does not open the Agent Options Menu and gives the agent a messaging saying there was a problem and to please wait until the request comes around to them again. This fix is implemented in version 2.5.003 and later.

IAF QueueManager: Agent groups are not being updated

Issue: If a QueueBot has a group listed in their agent list. After the administrator changes the content of the group in the Sametime directory, the change is not seen in the QueueBot (i.e. the old group is still what is used by the QueueBot).


Solution: There are three ways for the QueueBot to refresh the group list:
1. When the QueueBot starts, it will pull the latest group list.
2. Agent Options Menu option 13 is to refresh group list
3. The QueueBot has a setting where it can automatically refresh the group list every hour

If those don’t work, then the issue is with the Sametime server. I don’t know why this happens, but with some servers, even if you change the group contents in the directory, the change is not seen until the Sametime server is restarted. This can be tested by changing the contents of a group, then adding the group to a Sametime client. If this issue exists on your Sametime server, you will see that the old group is added.

Imtegrity: How do I enable and retrieve trace files?

1.) On the server console please type the following command:
> tell imtegrity version

2.) Imtegrity.log – Located in your Installed Imtegrity file.

3.) Imtegrity.text -- Enable Imtegrity diagnostic output to: domino\trace\imtegrity.txt
1.) This can be enabled by navigating to: Program files\Imtegrity

2.) Check Enable Imtegrity diagnostic output to domino\trace\imtegrity.txt

3.) stop service and start service.

4.) Let that text record grow a little and then disable it to avoid it getting too large and please send the imtegrity.txt


We will take a look at the files and let you know how to proceed ASAP.

Wednesday, August 13, 2008

Updated Instant FAQ Site Is Active

Welcome to the updated Instant Technologies Support FAQ site. This site will host questions, tips and tricks, and other information to help resolve product questions and issues.