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
  5. Remove the highlighted text to activate the logging service
  6. After the edits the snippet should look like the following screenshot
  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:

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 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:

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