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:
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

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:
· 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:
· 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:

Check reverse lookup on this website:

---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

Sametime Connect Client and Yahoo or AOL

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

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:
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.