Thursday, December 6, 2012

IQMV4 – Configure Queue Rollover



In IQMV 4.5 release it is now possible to specify rollover queue i.e. if in a queue no experts are available or online, incoming customer/seeker requests will be immediately routed to another queue. Rollover is instantaneous.

To configure rollover you will need to edit a queue definition and under “Broadcast” tab specify the queue to which the request should be transferred.


Wednesday, September 5, 2012

Disabling Scheduled agents in Instant Measurements and Reporting Database

The following are the steps to be performed to disable the scheduled agents in Instant Measurements and Reporting database
  • Open the Instant Measurements and Reporting database (ITQConnect.nsf) through Lotus Domino Designer client
  • Expand 'Code' and double-click on 'Agents'
  • Select the agent which has check against it and click on 'Disable'. Repeat this step on all the agents which has check against it.


  • When there are no check marks against the agents indicate that none of the agents in the database are scheduled.

Monday, July 23, 2012

Updating IQMV4 plug-in JAR to have settings specific to your production environment


Administrators would want to update the pointer to IQMV4 configuration database (URL) in the plug-in for easy deployment. 


Take following steps to update the URL:


1. Download plug-in from IQMV4 resources page - http://instant-tech.com/qv4resources.cfm
2. Unzip install site
3. After unzipping the install site, navigate to 'IQMV4InstallSite\plugins' folder.
4. In the folder you should see 'com.ibm.collaboration.realtime.instant.cm_1.0.XXXX.jar'
5. ‘com.ibm.collaboration.realtime.instant.cm_1.0.XXXX.jar’ is a standard zip file.
5. You will need to extract this jar file using any popular zipping application like WinZip or WinRar.
6. After extracting the jar file you should see the 'default.properties' file in 'IQMV4InstallSite\plugins\com.ibm.collaboration.realtime.instant.cm_1.0.XXXX\com\ibm\collaboration\realtime\instant\properties' folder.
7. Open the 'default.properties' file using any text editor.
8. Update the value for the property: DATABASE_URL to point it to your Instant Queue Manager Configuration database.






9. Format of the value should be: http\://your server FQDN/itqconnect.nsf
10. Save your changes and close the properties file.
11. Next use your zipping application to create back the zip file from the folder.
12. Rename the created zip file 'com.ibm.collaboration.realtime.instant.cm_1.0.XXXX.zip' to: 'com.ibm.collaboration.realtime.instant.cm_1.0.XXXX.jar'


Now the updated plug-in jar can be pushed to Sametime clients using the install site.

Tuesday, May 22, 2012

Determine Activity Count In Buddy List Administrator for IBM Sametime

Instant's Buddy List Administrator enables the centralized management and server based control of IBM Sametime contact lists.  Buddy List Administrator has the ability to add public groups, add private groups, rename contacts, remap IDs, completely delete contacts lists, as well as various other features. 

One common use of Buddy List Administrator is in the self provisioning of users.  In this scenario, Buddy List Administrator is included in an automated work flow process to pre-populate the contact lists of newly registered users (Sametime accounts).

The following steps enable administrators to determine how many Buddy List Administrator activities have been executed within a BLA database.

Navigate to the Activity Log Summary view:


The total number of records in this view will provide one snapshot of the number of activities processed by the engine.  So, if there are 600 records in this view, then the system has processed at least 600 activities.

In addition to inspecting the Activity Log Summary view, the system keeps a running count of total number of activities processed.  This internally managed value is visible by using the following steps:

Navigate to the Activity Log Summary view (you may want to use the Activity Log by Date view):

Or you can open the Activity Log By Date view



Open an Activity Log Summary document


Open  the most recently executed summary document:


Click on Advanced Log Output


Within the output, you will see some text that includes a count of the total activities executed.  The text will have the following syntax:

ITDominoSession.incrementActivityCount - total activites is now :



This will provide a count of the total number of activities processed by the system.


Tuesday, May 8, 2012

Setting up Instant Measurements and Reporting Suite for Instant IMtegrity and IBM Lotus Sametime logs


Login to Lotus Domino Administrator with the Administrator’s ID or an ID that has proper rights on the server on which the template has been installed.
Select the server on which the template has been copied by clicking on ‘File --> Open Server’ from the menu



After the selected server has been loaded click on tabs and select ‘Templates Only’ from the list ‘Show me’ as shown in the below figure



Right-click on the Measurement Suite template after finding it from the list and click ‘Sign’





Click Ok on the dialog shown below to sign the template.



Create a new Database ‘ITQMeasure.NSF’ on the server using the signed Measurement Suite Template.
Login to Lotus Notes client with the Administrator’s ID or an ID that has rights to create database on the server.
Click on File --> Database --> New to get the dialog for creating new database


Select the Server on which the database needs to be created.
Specify a title for the database.
The title is not important – although we recommend:
Instant Measurements and Reporting
The file name should be:
ITQMeasure.nsf
Select the Server on which the Measurements Reporting Suite template is installed
Select the Measurements Reporting Suite template from the templates list and click ok


Right-Click on database in the Lotus Notes workspace ‘Database --> Access Control’ to get the dialog for specifying the access





Click on ‘ADD’ to enter the new entries to the list
The server entry must have an access level of ‘Manager’
The default entry must have an access level of ‘No Access’ and of user type ‘unspecified’
A entry called ‘Anonymous’ must be added which will have an access level of ‘No Access’ and of user type ‘unspecified
There must be an entry of a user or a group with access level of ‘Manager’ and of user type ‘’Person’ or ‘Person group’ with role ‘Chart Admin’ who will responsible for administrating the database.
There must be an entry of a user or a group with access level of ‘Author’, ‘Create Documents’ rights and of user type ‘’Person’ or ‘Person group’ who are basically users of this database.


Open the newly created ITQMeasure.nsf database from the lotus notes client. The main purpose of this step is to link the Measurements database with the IMtegrity and ST Logs databases and configure the live feed.




IMtegrity
Click on ‘Click here’ to open the setup document in the screen as shown above.
Select ‘Instant IMtegrity’ tab, click on ‘Browse’ to open up the database dialog and select the ‘Instant IMtegrity Chat Logs’ (imtchatlog4.nsf) created in the previous step.



ST Logs
Select ‘Lotus Sametime Log’ tab, click on ‘Browse’ to open up the database dialog and select the ‘Sametime Log’ (stlog.nsf) created in the previous step.



Live Feed
Click on ‘Live Feed’ and enter the following details.
Livefeed Servlet URL: The URL should be the FQDN of the Lotus Domino Sametime server followed by ‘/servlet/statistics’
http://<sametime server fqdn or ip address>/servlet/statistics
User Name & Password: Enter the username and password of a user who has access to the sametime server
click on ‘Browse’ to open up the database dialog and select the ‘Instant Measurements and Reporting’ (ITQMeasure.nsf) i.e the current database.
Click on ‘Save and Close’ to save the configuration.



Note: The following step is important for Imtegrity charts to work
Open the newly created ‘Instant Measurements and Reporting’ (ITQMeasure.nsf) using Lotus Domino designer.
Copy all the views with the names starting with ‘(Imtegrity Datasets\...)’ and copy it to
Instant IMtegrity Chat Logs’ (imtchatlog4.nsf)

Once the config documents has been setup, the database can be accessed using the link
http://stserverFQHN/itqmeasure.nsf/landingmain




Imtegrity charts will be displayed by default. Charts of STLogs and Live Feed can be accessed with the tabs as shown in the screen shot.
All charts can be printed and exported to excel using the actions provided at the top right as shown in the screen shot.
Charts with ‘*’ indicates that it can be drilled down by clicking on the column you like to view.
Charts are cached hourly or daily depending of the setting in their config document.
If a displayed chart is cached or live is displayed in the top right of the chart window.
By default charts will be displayed from cache and live chart can be viewed using the link as shown in the screen shot.

Access Level for creating Date Range charts in Instant Measurements Suite


For a user accessing Instant Measurements and Reporting Suite wants to create a Date range charts, then there must exist an entry in the ACL of Instant Measurements and Reporting database (ITQMeasure.nsf) with his name  or a group (which he is member of) with minimum access level of 'Author' with ‘Create Documents’ rights and of user type ’Person’ or ‘Person group’.




Thursday, April 19, 2012

Enable Mailing of Chat Transcripts in Queue Logs database



The following are the steps to enable the mailing of every log created in the Queue Logs database to predefined recipient(s).


Through Lotus Notes client workspace, locate and open Queue Logs database.


From the left navigator, click on 'Dashboard Config' and then 'Edit Profile'




Under 'E-mail Logging Options' locate the field 'Recipients to receive Email on Every log Created' and enter the recipients who should receive mail with chat details including transcript when log is created.




Click on 'Enable:E-mail Every Log' to enable the agent which sends out the mail to the intended recipients when a log is created in the Queue Logs database. 


Click on 'Save' on the top left of the profile form to save the changes.

Tuesday, February 28, 2012

Fix to Sametime Directory Applet 'Loading Directory...' and Sametime incorrect logon error

The following steps needs to performed to fix the below issues


  • Sametime Directory Applet error 'Loading Directory...' 




  • Sametime incorrect logon error when web applet is being loaded


Open the Sametime.ini file located in the Sametime server installation directory (the default directory is C:\program files\lotus\domino)

Locate the key 'STAuthenticationMethod=' under '[AuthToken]' and this value needs to set to '1'


1 is the default value and means the server will allow both Sametime and LTPATokens
0 is the value that will force the Sametime server to use LTPATokens.

Save and close the  Sametime.ini and restart the server

Thursday, February 9, 2012

Setting up Automatic Message Purging in OCS 2007 R2 and Lync 2010

Your organization may have a requirement that only X days of IM chat conversations are to be retained in your archive.  Fortunately, both OCS and Lync provide this functionality out-of-the-box.

OCS 2007R2:


  1. Open the Office Communications Server Control Panel
  2. Expand the Archiving Servers section in the left panel and select your archiving server.
  3. Right-click and select Properties.
  4. Check the checkbox "Archiving Days Logged" and enter the number of days you want retained.
  5. Select OK to commit the changes. 



Wednesday, February 1, 2012

IQM V4 Database and Queues Security

Database Level Security





Access Control List (ACL) of Instant Queue Connections database should have the following entries

The user or server with which the database is signed should have entry with access level of ‘Manager’, user type ‘Person’ or ‘Server’ respectively and with ‘[Admin]’ role enabled

A entry called ‘Anonymous’ should exist with an access level of ‘No Access’, user type ‘unspecified’ and with no role enabled

A entry called ‘-Default-‘ should exist with an access level of ‘No Access’, user type ‘unspecified’ and with no role enabled

Domino Server on which the database is hosted should have an entry with access level of ‘Manager’, user type ‘Server’ and with ‘[Admin]’ role enabled

There must exist a entry of a user or a group with access level of ‘Manager’ and of user type ’Person’ or ‘Person group’ who will responsible for administrating the database. This entry should also have ‘[Admin]’ role enabled

There must exist a entry of a user or a group with access level of ‘Author’ with ‘Create Documents’ and of user type ’Person’ or ‘Person group’ who will be users of the application.


If Users require to act as Managers for specific Queue(s) who should be able to add/remove experts to Queue(s), then there must exist a entry of a user or a group with access level of ‘Editor’ with ‘Create Documents’ and of user type ’Person’ or ‘Person group’ (please refer to Queue Level Security section for more info on Managers of a Queue)

If Users needs to be restricted to view only the ‘Measurements and Reporting’ section of the ‘Dash Board’ then there must exist a entry of a user or a group with access level of ‘Author’ with ‘Create Documents’ and of user type ’Person’ or ‘Person group’ and with ‘[Charting]’ role enabled

If Users needs to be restricted to view only the ‘Monitoring Panel’ section of the ‘Dash Board’ i.e the experts section then there must exist a entry of a user or a group with access level of ‘Author’ with ‘Create Documents’ and of user type ’Person’ or ‘Person group’ and with ‘[Expert]’ role enabled

Queue Level Security

Users listed under Admin --> Settings --> Security can control the access to the Queue i.e these users have ability to add or remove managers to a Queue who inturn can add or remove experts to that Queue. These users can also edit/update other properties of the Queue










Before a user can be added to a queue as a manager, they first need to be added to the application directory as ‘Manager’ under ADMIN --> Directory page



Users who will be added as Managers to the queues should exist in the database ACL either as user or in a group with with minimum access level of ‘Author’
If no user listed as ‘Manager’ to a Queue then all the users who have access to the database can view all the Queues and users have access level ‘Editor’ or above can edit all the Queues.

If Managers are defined for a Queue then the following users can read and edit that Queue
Users defined as Managers for that Queue
Users specified in the config settings security field

For rest of the users who have access to the database cannot view this Queue in any of the views and not even read their XML using URLs.

Suppose if a group or user needs to be given access and should be able to view all Queues irrespective of their names being specified or not in config settings or as managers of Queue then they should be added to the ACL of the database with minimum access of ‘Editor’ with ‘Create documents’ and ‘Admin’ role enabled.

The following is the summary of Queue level access with respect to different roles in the database

Role
Create Queues
Edit Queues
[Charting]
No
No
[Expert]
No
Yes (Can edit a Queue if he is in Managers list and have minimum of Editor Access to the database)
No role defined
No
Yes (Can edit a Queue if he is in Managers list and have minimum of Editor Access to the database)
[Admin]
Yes
Yes (User should have minimum of Editor Access to the database)



Manager Panel

Users should be listed under Admin --> Settings --> Security to view and manage Queues using ‘Manager Panel’ of ‘DashBoard’ section.