Tuesday, December 21, 2010

Enabling group access for OCS Archive Viewer for multi-domain environments

1. To enable group access in a multi-domain environment. Make sure to check, "GC", in the Admin page under the "Basic Settings" tab. This will allow the AD browser to render all groups and users in all domains.

2. Go to the Extended Search Tab or Discovery Tab of the Admin page.  Add the groups by clicking Add groups or users.

3. Use the drop down menu and search the Netbios setting for the groups you would like to give access to.

4. Now try to access the discovery or extended search page: .../itimarchiveviews/extendedsearch/index.aspx.--- with the user in that group.
Please note, if the Instant Archive Viewer website is not in the Trusted Sites of internet options of your browser, it will automatically login using the login credentials you used for Windows on the machine itself.
Also be sure that the user is enabled for communications in OCS.

Wednesday, December 8, 2010

How to search chat converations between two users in LCS Archive Viewer for Live Communications Server

Searching between users can be done in LCS Archive Viewer by following these steps:

1. Go to the Admin page and make sure Enable anonymous is unchecked



1. In IE, go to tools, Security and check that the website is added to trusted sites. This will enable a window prompt to set the user name and password.


2. You will need to login as one of the users you are searching for. For example: If you are searching for the word "Ldap" between lcsbot1@impeople.com and lcsbot2@impeople.com, You will need to login as impeople\lcsbot1. (note: you will need this user's password)


3. After logging in as the user (in this case vmhost\lcsbot1 because I am on the local IIS server) you will see the conversations of only this user and no one else's.


4. Now go to the "Search" tab and click Advanced Search.

5. Now enter the word you would like to search for, (in this case "LDap") and enter the other user you would like to search on in "with user", in this case (lcsbot2@impeople.com). Just enter the username before the @ sign. For example: lcsbot2


6. Now double click on any of the results to view the chats.


Thursday, October 28, 2010

Installing IMtegrity on an IBM Sametime 851 "logging server" server in a multi-server IBM Sametime server environment

There are many situations, within multi-server IBM Sametime deployment, where a Sametime administrator may need to capture all of the Sametime chat conversations that take place on the local Sametime community server, regardless of whether the conversation was initiated on the local server or a remote server. 

For example, if 2 IBM Sametime community servers are located in different locations, possibly Switzerland and China, then in earlier releases of Sametime it was standard practice to install chat logging on both servers.  However, it might not be feasible, or possible, to install chat logging on both servers, and the administrator of one server may need to install chat logging on one server, and have it capture all of the chat conversations on that server, regardless of the 'home' server of the user, or the location of the user who initiated the conversation. 

With IBM Sametime 8.5, it is possible to configure the logging properties of the Sametime server to capture all chat conversations that are brokered by the community server, regardless of the location of each user.  This functionality is not specific to Instant IMtegrity, but is available at the local Sametime server level, and enables a Sametime administrator to capture all of the chat conversations that traverse the local server. 

Previously, when installing Instant IMtegrity in a mixed multi-Sametime Server environment or "logging server" (for example: logging only on the home servers of those users who require logging), it was required to install IMtegrity on each Sametime Server in your Multi-Sametime Server environment.

Here is a link to an IBM article that describes the various IBM Sametime logging properties:


1. Install IMtegrity using the standard IMtegrity default installation options

2. After installing IMtegrity, will need to change the following setting in the Sametime.ini file located in the Domino Directory:

ST_LOG_ALL_CHATS=1

3. Restart your Sametime server to have the new option recognized
 

Wednesday, October 20, 2010

Issue In Accessing OCS AV URL On Remote Machine

Some time during accessing the URL of OCS AV application on remote machine, we get the user name and password windows each time, some time even after giving user name and password, we are not able to access the URL,


















so to fix this problem please take the folllowing instructions:

1. Add the URL in Interanet zone



















2. Click on close and then close the broswer
3. Again open the browser, and type the URL for OCS AV web application and hit enter.

Friday, October 1, 2010

What's new for Instant Archive Viewer for Microsoft OCS

Instant Archive Viewer for Microsoft OCS

Instant's Archive Viewer for Microsoft OCS is a very useful tool to search, retrieve, and report on conversations and content within the Microsoft OCS system. Visit our website for more detail:
http://www.instant-tech.com/Archive_Viewer_OCS.cfm

What's New in Build 3.0.49 for Instant Archive Viewer for Microsoft OCS?

Instant Archive Viewer for OCS Version 3.0.49 is now available and comes with a gamut of helpful enancements and fixes. Here are five new items that have been introduced.

1. Charting and Reporting
          Instant Charting and Reporting for Microsoft OCS will create animated, interactive charts quickly and easily in order to measure traffic in your Microsoft OCS system. Display high level information organized by year or drilled down to the hour; Quickly filter usage by users and export them to Excel; View browser based reports from LCSLOG, LCSCDR, QOEMETRICS, ACDDYN and RTCCONFIG OCS database tables hosted from SQL server. For more information visit our Instant Charting and reporting for Microsoft OCS Web page at http://www.instant-tech.com/Charts.cfm


Inbound Calls by hour shown above
View Live Live Demo


Download Instant Charting & Reporting for OCS Datasheet


2. Improved Active directory browsing


We've made some small changes to the Active Directory picker. The Active Directory picker is available on the Extended Search and Discovery tab of the Admin page for browsing users and groups to access the Extended Search and Search and Discovery Page. It is also available for searching users/groups in active directory to search key words in conversations.We now allow administrators to choose how you would like to find the users in Active Directory via a drop down menu. The drop down menu has three choices: First name, Last Name or login name/samacount name.

Search and Discovery Active Directory Browser Search by First name example
  


3. Time zone differences between server and local machine
This small updated feature allows the Instant Charting for Microsoft OCS module to compensate for the local time zone of the local machine viewing Charts when there is a difference in time zone between the Server and local machine. It is a setting located in the Basic Settings tab of the Administrator options page.


GMT Time zone differential between server and local timezone setting shown



4. Enhanced debugging



5. New look and easy navigation

Thursday, September 30, 2010

Chats are no longer being archived for OCS

Instant's Archive Viewer for Microsoft OCS is a very useful tool to search, retrieve, and report on conversations and content within the Microsoft OCS system.  However, Instant's Archive Viewer does not perform the actual content storage of the OCS chat conversations.  The content capturing and storage of the OCS conversations is performed by the Microsoft OCS Archiving Server - and the conversations and captured and stored in the LCSLog database.

You may discover chats are not up to date or no archives are shown at all in the Instant Archive Viewer or LCSlog. Usually, this means that archiving is not enabled, has stopped or is not configured in the OCS system correctly. There are some very good tools to help troubleshoot archiving issues. Example: Archiving CDR Reporter Tool. This reporting tool has built-in SQL queries to retrieve and view information from the Archiving and Call Detail Records (CDR) Backend. The tool enables the user to view Office Communications Server 2007 usage reports based on the Archiving and CDR tables. The resource kit can be downloaded here: http://www.microsoft.com/downloads/en/details.aspx?FamilyID=b9bf4f71-fb0b-4de9-962f-c56b70a8aecd&displaylang=en

Here are some other useful things you can check:
  1. Check that the Archiving services on the Archiving Server are running. Ensure that MSSQL server service (MSSQL) has started before you start the Archiving service (RTCLog). Next, click Office Communications Server 2007 R2 and start the Archiving Server by right clicking and click start. http://technet.microsoft.com/en-us/library/dd425118(office.13).aspx
  2. Restart of the SQL instance, followed by a reboot of the Front End http://social.microsoft.com/Forums/en-US/communicationsserverlogging/thread/75cc1db3-7586-40e3-b5df-c4bb36977d98
  3. Check the SQL server and the following ports are opened TCP/49154, TCP/135, TCP/445, TCP/49010, TCP/49191, UDP/137 http://social.technet.microsoft.com/Forums/en/ocspresenceim/thread/d778033b-42ba-4921-bfae-49d6568cd8ec
  4. Install and configure Message Queue. To install and configure the message queue on the Windows Server 2008 and 2003, refer to the following link: http://technet.microsoft.com/en-us/library/dd441169(office.13).aspx
  5. The Message Queuing service rejects incoming messages when it is unable to check whether the sender is allowed access to the queue for sending messages. Try manually adding the computer that is running Message queueing and relevant accounts such as authenticated users to the Windows Authorization Access Group
  6. Check that message Queuing is installed on all computers that participate in archiving http://technet.microsoft.com/en-us/library/bb894580(office.12).aspx

Wednesday, September 15, 2010

How do I secure the Admin page for Instant Archive Viewer for OCS?

To secure the Admin page: http://hostname/itimarchiveviews/admin/index.aspx, do the following:

Admin Page for Instant Archive Viewer shown above
1. Open the admin page in your browser
2. Go to Basic Settings Tab
3. Check the "Check for secure admin access" check box.  By enabling the secure access check box, only the users who are members of the builtin Administrators group will have access to the admin page by default.

To configure other users to have access to the admin page, do the following:

1. On the host machine for the Instant Archive Viewer Application, navigate to the following directory: inetpub\wwwroot\itimarchiveviews\web.config.
2. Open web.config in notepad
3. scroll down till you see the following connection information:
    add key="AdminSecurity" value="builtin\Administrators"
4. Add the users you would like to give access to separated by semicolons:
add key="AdminSecurity" value="builtin\Administrators; ocs\kcarbonneau; ocs\jsmith; ocs\ljohnson"
5. Save the web.config and restart IIS
6. Access the admin page with the user you have selected to give access to in the web.config.

Friday, July 23, 2010

Archive contents of a Instant IMtegrity Chat Logs database to a another database

Issue: You would like to either reduce the size of your production Imtegrity database or ‘archive’ conversations from a previous year, conversations older than a certain date, or some other criteria to a backup database.

Solution: Enable the Lotus Domino archive feature as outlined in the following steps:


Open 'Instant IMtegrity Chat Logs' database using IBM Lotus Notes'



Locate the just opened database in the workspace, right-click and browse 'Application --> Properties' and click on 'Archive Settings...' in the next dialog shown below


In the archive settings 'Basics' tab, select the option 'Domino Server based on' and in the field 'to the Domino Server' specify the target server on which the archive database needs to be created.


Under 'Criteria' tab, new archive rules can be created, existing rules can be edited and rules can be enabled.
Within the same window, the filename and path of archive database can be specified.
Leave the other tabs 'Advanced' and 'Schedule' with default settings and click 'OK' to save the archive settings for this database

Since this is a server based archiving, a Program document needs to created to schedule the archiving task.

From the IBM® Lotus® Domino® Administrator, click the Configuration tab and expand the Server section.
Click Programs.
Create or edit a Program document.
On the Basics tab:
      Type 'Compact' in the 'Program name' box.
      Type '[IMtegrity Chat Logs database path and name] [options]' in the 'Command line' box
Specify option '-A' for Archiving and deleting documents from the database without compacting the database. 
Specify option '-a' for Archiving and deleting documents from the database and then compacting the database. 

Type the server name in the "Server to run on" box.

On the Schedule tab:
Select Enabled in the Enabled/disabled box.
Select the time for archive task to run in the "Run at times" box.
Select a repeat interval, if any, in the "Repeat interval of" box.
Select the days of the week in the "Days of week" box.
Save and close the Program document.


To manually run the archive task use the following command line in the Domino server console.

'load compact [database] [options]'

Thursday, July 22, 2010

Enable agent to to send chat transcript mail to customer in QueueLogs database

Please perform the following steps to enable the agent to send chat transcript to the customer.

Open the QueueLogs database using IBM Lotus Notes Domino Designer.
Browse to 'Code --> Agents' and double click on 'Agents'


From the agents list select the agent 'MailSendOnEveryQLogCreatedToCustomer' and click 'Enable'


Select the server from the dialog prompted and click 'OK'



By performing the above stepts, the agent to mail chat transcripts to the customer will be enabled. 
This agent will run every time a log document is created and if it has valid customer email address, chat transcript will be mailed to that email address.

Wednesday, July 7, 2010

Customizing Web Client look and feel

Color scheme used by web client can be easily tweaked. All the customizations are specified in the CSS file named “style.css”.

This file is located at
<<Apache Install Folder>>\Tomcat6.0\webapps\ITFramework\webclient

File contents are as follows:

image

Updating the color hex codes will be instantly applied to chat client. You can also append HTML element attributes as per your needs.

To update the logo displayed on the chat client you will need to update the file: logoFrame.html

File contents are as follows:

image

You will need to update the path to the image tag to point to your logo.

Tuesday, June 29, 2010

Embedding a chat link of a Monitoring Queue or Interview to your web site

Embedding chat link to any web page is fairly easy. Take the following steps to embed chat link into your custom web page:
1. Open the webpage using any text editor
2. Add the following snippet to page header:
<script type="text/javascript" >
function startchat(queue) {
window.open("http://ApacheServerIP/ITFramework/webclient/chatapi.html?userName=" + queue,"_blank","scrollbars=yes,resizable=yes,menubar=no,status=no,directories=no,width=638,height=515");
}
</script>

3. Add the following snippet to page body where you would want to display the chat link:
<a href="javascript:startchat(' Queue Login ID ');" style="text-decoration:none; color:green; font-family:Calibri">
<img style="vertical-align:bottom" alt="" src="http:// ApacheServerIP /ITFramework/servlet/ITSTLinksStatus?name=Queue Login ID " border="0" >
<span>Queue Display Name goes here</span>
</a>

'Queue Login ID' in the above snippet  needs to be replaced with the Queue Login Name.
You can customize the look and feel of the hyperlink as per your needs. Hyperlink needs to call the function: startchat(‘Queue Login ID’) to initiate a chat when the hyperlink is clicked by the user.


A live demo of the customized chat links can be viewed at http://www.instant-tech.com/Interactive_Presence.cfm

Wednesday, May 26, 2010

Installation Check List for Instant Queue Manager V4

This section contains the list of items that should be ready before the setup program can be executed:
1. Ensure that all the three databases have been successfully created on the domino server:
a) IQM V4 Configuration database (typically named: ITQConnect.nsf)
b) Queue logs database (typically named: ITQueueLogs.nsf)
c) Measurements database (typically named: ITMeasurements.nsf)
2. Verify that you have a dedicated Notes ID (credentials) that can access these databases
3. Verify that these databases can be successfully accessed via Internet Explorer from the system which will run Instant Queue Manager V4
4. Make sure you have created a bunch of Sametime accounts for the following purposes:
a) Queue Entry Point(s). Queue Entry points are typically named: HelpDesk, Support Desk etc…
b) Interview Entry Point(s)
c) Expert(s) which will service incoming requests in the queue
5. Install SUN JDK 1.6 on the system which will run the Instant Queue Manager V4
6. Install Apache Tomcat Server 6.0
After the above mentioned prerequisites have been met you can proceed further and run the IQM V4 Setup Program.

Tuesday, May 25, 2010

Enabling logging of chats to IQM Queue Logs database

By default logging of chat conversations is disabled. To enable logging take following steps:
  1. Install Lotus Notes Client 6.5 or higher on the system running Apache Tomcat Server
  2. Associate a Notes ID with the client which can access the Queue Logs database deployed on Domino server Copy Notes.jar file from Lotus Notes client installation folder to <<Application Installation Folder>>/Tomcat 6.0/webapps/ITFramework/WEB-INF/lib folder
  3. Edit the InterviewContext.xml file located at <<Application Installation Folder>>/Tomcat 6.0/webapps/ITFramework/WEB-INF folder using any text editor
  4. Locate the following snippet
    image
  5. Remove the highlighted text to activate the logging service
  6. After the edits the snippet should look like the following screenshot
    image
  7. Next save the changes and restart the Apache Tomcat Service from Services applet located in system control panel.

Thursday, May 20, 2010

In Queue Expert Monitoring Panel, Expert Name is Null

This is typically a result of a blank value in the web service URL property in the database configuration document. 

The value in the field:
URL to the Web Service Server should follow the following syntax:
http://174.129.5.6:80/ITFramework/ITApplicationManagerPort?wsdl



















It is also possible that there may be 2 configuration documents in the Notes database.  To inspect the number of configuration documents, open the database (itqconnect.nsf) in a Notes client and navigate to the





If there are multiple configuration documents, then each configuration document should be inspected and only one configuration document should be active in the database at one time.

May 20, 2010















Tuesday, May 18, 2010

Does Archive Viewer support a SQL cluster back-end?

Yes. Instant Archive Viewer for OCS supports a SQL Cluster back-end.

What are the software requirements for Archive Viewer?

OCS AV requires .Net 2.0 as well as access to the SQL Server tables and access to Active Directory. OCS AV runs under IIS as an ASP.net application.

Will we need to install Archive Viewer on a separate server?

Archive viewer can install on any machine running IIS. So, if the existing OCS server is running IIS, then it can install on that machine. Archive Viewer needs access to the SQL Server tables that store the OCS archive data as well as access to Active Directory

Friday, May 14, 2010

Installing IMtegrity 4.1.X on Domino and Sametime 8.5.X

In version 8.5.X the core chat logging has remained the same, however by default, Lotus has introduced a new feature in the sametime.ini file making chat logging a configurable setting. For more information visit the infocenter link:

http://publib.boulder.ibm.com/infocenter/sametime/v8r5/index.jsp

Please follow the steps below to install Imtegrity and configure the new setting for Sametime 8.5.X:

1. Run the Setup
2. Next
3. Agree. Next.
4.Choose your folder for the Program. Next

5. Yes. This will restart your machine and install IMtegrity

6. You should see the Instant IMtegrity Configuration Program in
the chosen directory and two Database will be installed in your Lotus\Domino folder.




7. Make a copy of STChatlog.dll


8. Paste and name it STchatlogimtegrity.dll.


9. You should now have two same dll files with a different name: STChatlog.dll and STChatlogimtegrity.dll




10. Locate the sametime.ini file in the same Lotus\Domino directory



11. Open the sametime.ini in Notepad

12. Under [ST_BB_NAMES] locate ST_CHAT_LOG=N/A



13. Change the setting to ST_CHAT_LOG=imtegrity




14. Save the sametime.ini file


15. Restart Sametime services




16. All chats should now be logged in the imtchatlog4.nsf 

Thursday, April 29, 2010

Upgrading Point Releases for Instant Archive Viewer for OCS2007/R2

We have greatly improved the point release upgrading process for Instant Archive Viewer for OCS. The process is now as easy as running the installer.

Step by step instructions:

1. Visit our download site: http://team.instant-tech.com/download
2. Enter the username and password credentials provided to you by Instant Technologies.

3. Download Instant Archive Viewer from the V3 folder.

4. Navigate to the latest release usually indicated by the last 2 numbers and date.

5. Extract the zip file on the computer for which Instant Archive Viewer for OCS is installed. The installer will update the previous release on this machine after running the setup.


6. Run InstantArchiveViewerInstaller.exe. This is will provide three links.

7. Click on the first link only.

8. Next


9. *IMPORTANT* Uncheck the checkbox for overwriting your configuration settings.


10. Select NO for Custom Pool Creation


11. Accept Defaults by clicking Next



12. Next. Done

13. For increased performance, disable the "Summary View" tab. The option to disable the Summary view can be found in the "Basic Settings" tab of the Admin page.

NOTE: After disabling the Summary View, you will need to refresh your IIS