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CONTENTS Software User License Agreement ..............................................................................................iii 1: Introduction ................................................................................................................................ 1 Text Conventions in This Guide ................................................................................................................. 1 Compatibility between Arc Pro 6.1.0 and Cisco Unified Communications Manager ...................... 2 Music on Hold ........................................................................................................................................ 2 TAPI Resilience ....................................................................................................................................... 2 Busy Lamp Field ..................................................................................................................................... 2 Busy Lamp Field ..................................................................................................................................... 2 Call Park ................................................................................................................................................. 2 Auto Answer ........................................................................................................................................... 2 Requirements for Arc Connect Suite (SQL Server Version) ................................................................... 3 Registration ................................................................................................................................................. 3 Registering the software ....................................................................................................................... 3 Viewing Licenses ................................................................................................................................... 3 Contacts and Support .............................................................................................................................. 4 2: Product Overview ...................................................................................................................... 5 Sample Cisco unified Communications Manager Numbering Plan .................................................. 6 Performance Information ......................................................................................................................... 7 Hardware and Software Requirements .................................................................................................. 7 Network Requirements .............................................................................................................................. 8 Backups ....................................................................................................................................................... 8 Server Redundancy ................................................................................................................................... 8 Security Considerations ............................................................................................................................. 8 Database Considerations - Microsoft SQL Server .................................................................................. 8 Phonetics .................................................................................................................................................... 9 Microsoft Office Communication Server Connectivity ......................................................................... 9 3: Installation Checklist ............................................................................................................... 11 4: Installing Arc Connect Server Components ......................................................................... 15 Prerequisites .............................................................................................................................................. 15 Disabling the User Account Control in Windows 2003 and 2008 ................................................... 15 Creating a CTI Reference device ..................................................................................................... 16 Install a Domain Computer Certificate and Arc OCS Server Prerequisites (Optional) ............... 16 Installing Arc Connect Server and Administration ............................................................................... 16 5: Creating Databases ................................................................................................................ 19 Administrator Logon ................................................................................................................................ 19 Creating a New Configuration Database ............................................................................................ 19 Creating a New Logging Database ...................................................................................................... 20 Creating Indexes ...................................................................................................................................... 20 Viewing Licenses ................................................................................................................................. 21 6: Arc Connect Resilience .......................................................................................................... 23 Installing Arc Pro on cloned operating system images ....................................................................... 23 Installation of Publisher ............................................................................................................................ 23 Installation of Subscriber ......................................................................................................................... 24 7: Installing Arc Pro Console Operator ...................................................................................... 27 Disabling User Account Control ............................................................................................................. 27 Installing Arc Console Operator ............................................................................................................. 27 Installing Console Operator on Windows 2003 or 2008 ....................................................................... 28 8: Installing Arc Call Connect Agent ......................................................................................... 29 Disabling User Account Control in Windows 2003/2008/Vista/7 ........................................................ 29 Installing the Arc Call Connect Agent .................................................................................................. 29 Installing Console Operator on Windows 2003/2008 ........................................................................... 30 Arc Pro Installation Manual v 9: Installing Arc Supervisor .......................................................................................................... 31 Disabling User Account Control in Windows 2003/2008/Vista/7 ......................................................... 31 Installation of Arc Supervisor ................................................................................................................... 31 Installing Console Operator on Windows 2003/2008 ........................................................................... 32 10: Installation of Arc Connect Wallboard ................................................................................ 33 Disabling the User Account Control in Windows 2003/2008/Vista/7 .................................................. 33 Installation of Arc Connect Wallboard .................................................................................................. 33 Installing Arc Connect Wallboard on Windows 2003/2008 ................................................................. 34 11: Uninstalling Publisher/Subscriber ......................................................................................... 35 Uninstalling Subscriber ............................................................................................................................. 35 Uninstalling Publisher ................................................................................................................................ 35 12: Upgrade Plan ......................................................................................................................... 37 Arc Pro Provisioning Wizard ..................................................................................................................... 37 Upgrade Process Summary ..................................................................................................................... 37 Upgrade Compatibility ............................................................................................................................ 38 Upgrade Notes .................................................................................................................................... 38 Upgrading Arc Software Suite ................................................................................................................ 40 Stopping the CT Server ....................................................................................................................... 40 Back up Arc Databases ...................................................................................................................... 40 Backing up Voice Data Folders ......................................................................................................... 40 Uninstalling Resilience ......................................................................................................................... 41 Uninstalling Arc Software .................................................................................................................... 41 Installing Arc Software ......................................................................................................................... 42 Create New Databases ...................................................................................................................... 42 Restoring Databases ........................................................................................................................... 42 Upgrading Existing Configuration Database ................................................................................... 43 Restoring Voice Files and Database ................................................................................................. 44 Transfer Upgraded Configuration Database into the New Configuration Database ................ 45 Upgrading Existing Logging Database ............................................................................................. 46 Checking the Unique Numbers ......................................................................................................... 46 Upgrade Utility Features .......................................................................................................................... 46 Run SQL Templates .............................................................................................................................. 47 Transfer Table ....................................................................................................................................... 47 Analyse Live System - Contacts ......................................................................................................... 47 Analyse Live System - Database Details ........................................................................................... 47 Analyse Live System - Phonetics ........................................................................................................ 47 Analyse Live System - Unique Numbers ............................................................................................ 48 Creating a New DSN ............................................................................................................................... 48 Microsoft Access Databases .............................................................................................................. 48 Microsoft SQL Databases ................................................................................................................... 48 A: Arc Connect Resilience ......................................................................................................... 49 Scenario One - Basic Resilience ............................................................................................................. 49 Scenario Two - TAPI Resilience ................................................................................................................ 50 Scenario Three - Full Resilience ............................................................................................................... 50 Redundancy ............................................................................................................................................. 51 Recovery ................................................................................................................................................... 51 Restoring Arc Connect ....................................................................................................................... 51 Disaster Recovery Backup .................................................................................................................. 52 B: Arc Connect Resilience FAQs ................................................................................................ 53 C: OCS Client Certificate Verification & Installation ................................................................. 55 Verifying That the Certificate Is Installed on the Application Hosting Computer ............................. 55 Installing a Computer Certificate on the Arc OCS Server ................................................................... 55 D: OCS Application Endpoint Verification & Installation .......................................................... 57 Verifying the existence of the Application Endpoint ........................................................................... 57 Creating an Application Endpoint for the Arc OCS Server ................................................................. 57 vi Microsoft Office Communications Server 2007 R2 .......................................................................... 57 Microsoft Lync Server 2010 and Onwards ........................................................................................ 58 E: Mass Deployment/Silent Installs ............................................................................................. 61 Arc Pro Installation Manual vii viii 1: Introduction This document provides an overview of the Arc Pro product suite, and describes how to install and configure the software. This document assumes that you have a knowledge of:     Cisco unified Communications Manager Windows Operating Systems TCP/IP Cisco unified Communications Manager TSP This document should be read in conjunction with the Arc Solutions Design Guide available from the Arc Solutions Website, http://register.arcsolutions.com. Text Conventions in This Guide The following conventions are used throughout this guide. Navigation via menus is denoted in bold with > as a separator. For example, Start > Control Panel > Phone and Modem Options or File > Start CT Server Fields that require data entered in are denoted by bold. Fields that have contents defined in a previous stage are defined in bold italic. For example when changing a password, where you have to enter a User Name operator1, (where the Operator1 account has been set up earlier). Arc Pro Installation Manual 1 Introduction Compatibility between Arc Pro 6.1.0 and Cisco Unified Communications Manager The current compatibility matrix can be obtained from http://www.arcsolutions.com. Enter the Support area for the respective region and select the Pro documents section. Then choose Cisco Compatibility Matrix from the Articles list. Music on Hold Arc Connect supports Music on Hold (MoH) from Cisco unified Communications Manager in the following areas:      Between in-queue messages, When an operator holds a call, During a blind transfer, During a re-established transfer, During a camp-on. A music source must be selected on the relevant devices to enable this functionality. The use of music in both the queuing and hold scenarios is controlled via settings on the Arc Server. TAPI Resilience Cisco unified Communications Manager allows a TAPI client to communicate with a primary and backup CTI Manager to receive TAPI information. This allows the Arc Server and clients to carry on functioning if a failover occurs. The backup CTI Manager should be the Cisco unified Communications Manager server to which the phones fail over. For more information see Appendix D Busy Lamp Field Arc Pro offers Scalable Busy Lamp Field. This provides the operator with constant on screen display of the line or resource status of a contact in the directory, or an on demand line status of a single contact (the operator presses F2 to see presence status). Busy Lamp Field The Arc Pro CTI (Computer telephony Integration) server provides cluster wide BLF status information on demand for:    Device presence information Contact device features (set Do Not Disturb and Call Forwarding) Contact call information features (displays calls and provide device pickup) Using scalable BLF functionality negates the requirement to associate devices for BLF monitoring within the Cisco unified Communications Manager. (See the Arc Solutions Design Guide for more details, this is available from http://register.arcsolutions.com. Call Park The operator transfers the call to a device then contacts the intended recipient to take the call. The recipient can then dial a number to connect to the device where the call is parked. Auto Answer This feature forces calls down to the Operators and automatically answers it. The calls that revert to the Operators can also be automatically answered. 2 Introduction Requirements for Arc Connect Suite (SQL Server Version) It is recommended that SQL Server is installed onto the Arc Server machine(s), for both Publisher and Subscribers, especially if the new resilience database replication is being deployed. (See Compatibility and Performance with Arc Pro for SQL version information.) Registration To view the licensing information open the Arc Connect Administration and select Help> Registration. The Registration Information screen list all of the Products, including Status, Serial Number and Registration Information. The Arc trial license lasts for 45 days, after this time certain products need to be licensed individually. Registering the software To load a new license, click Register. To get a new license key, contact your Supplier. Make a note of the Registration Code as you need this is the information to get your license key. Note that changes to hardware, IP address or hostnames may affect the server registration code, and therefore require a new licence. If a previous version of Arc software is installed on the server, the evaluation period will not be available, even if the previous version has been uninstalled. The registration information is given to you in either as:   A Registration Key (serial number / registration key pair) that you enter into the system A Registration File that you can browse to. After browsing to the file click Register. Your license automatically becomes valid at midnight. Alternatively you can stop and start the server for the license to take immediate effect. Viewing Licenses 1. Click Help> Registration. The Registration screen appears. 2. Click View License. There are two tabs: • Queues This tab enables you to manage the Queues that have been configured. When the software is supplied to you it contains the queues that you purchased. You can create more queues than the licensed amount, and you can configure them from this tab. • Contacts This tab lets you manage your contacts. Arc Pro edition has a capacity for 100,000 Contact Licenses. When this number is exceeded the initial contacts are moved into the Log database. This screen provides the facility to restore any archived contacts into the live system. Arc Pro Installation Manual 3 Introduction Contacts and Support The Arc Technical Services Centre (Arc TSC) has the ability to provide support to its partners and endusers 24 hours a day, 7 days a week, 365 days a year, subject to the customer having the relevant maintenance contract. A standard Business Hours contract provides access to the Arc TSC from Monday-Friday, 9am-5pm (excluding local public holidays). A 24x7x365 maintenance contract option is also available. All customers or partners must have a valid maintenance contract to raise a case with the Arc TSC. For further information regarding the Arc Solutions support options, please contact your reseller or your Arc Solutions account manager. Contact details for the Arc TSC are as follows: UK & Ireland: +44 (0) 118 943 9205 Europe, Middle East & Africa: +44 (0) 118 943 9205 Americas: +1 877 956 0272 Asia Pacific: +61 1300 797 724 or +44 (0) 118 943 9212 [email protected] 4 2: Product Overview The Arc suite is a portfolio of Client-Server Computer Telephony Applications, specifically designed to integrate with the Cisco unified Communications Manager (CUCM) The Arc server component integrates into the CUCM via TAPI (Telephony Application Programming Interface) and is used to control calls through the telephony system. This provides customers with intelligent call routing functionality such as; identifying, prioritising and queuing calls and performing actions on calls such as transferring, playing voice messages and diverting to appropriate alternative locations. The applications in the Arc Suite that are described in this document are briefly explained below: Arc Pro Console This is a screen-based operator attendant console that has been developed to work completely with Cisco unified Communications Manager. Taking traditional telephone switchboard working practices, we have enhanced them into a Windows based application, making it visually appealing, operator configurable, and more user friendly. Arc Call Connect It is a soft application that provides a complete Call Centre solution for a general business incorporated with full Call Control, quick Call Routing and proficient Management Information System. Call Connect design is modular and supplies the core routing engine in the form of a ClientServer application. The main features for Call Connect are:        Full Call Control Agent Screen Remote Agent working Multi-Queues Skill-based Routing Call Filters Historical Reporting Arc Voice Connect This server based application has been designed to enhance the voice resource on a PBX. Voice Connect is used for creating an Auto Attendant that routes the calls to the desired destination of the caller. In addition to that, In-Queue messages can be recorded and played for the callers waiting for the operators in call queues. Arc Supervisor This add-on module to the Arc Suite provides a client based application with the following functionality:      Historical Reporting Real-Time Reporting Graphical Analysis On-the-fly changes to the System Online Messaging Supervisor Connect monitors and controls the following Arc stand-alone modules: Arc Pro Installation Manual 5 Product Overview   Console Connect Voice Connect Arc Wallboard This soft Wallboard application displays the current statistics of the Call Centre. It is easy to configure and customise and reflect a variety of call related figures such as:    Real-time statistics of the Entire System Real-time statistics by Queue/Department Real-time statistics by Use (examples of this might include call duration times or volumes) Sample Cisco unified Communications Manager Numbering Plan Directory Number 6 Device Name Arc Function Arc Connect Application Device Type 8500 Cons_Queue_Loc1 Queue Location for Console1 Console Connect CTI Route Point 8502 Voice_Queue_Loc1 Queue Location for Voice Session Voice Connect CTI Route Point 8503 Pre_Gateway1 DDI translation point Console Connect & Voice Connect CTI Route Point 8504 Pre_Gateway2 DDI translation point Console Connect & Voice Connect CTI Route Point 8505 Pre_Gateway3 DDI translation point Console Connect & Voice Connect CTI Route Point 8000 Gateway_1 Gateway ports for holding Calls ALL CTI Port 8001 Gateway_2 Gateway ports for holding Calls ALL CTI Port 8002 Gateway_3 Gateway ports for holding Calls ALL CTI Port 8003 Gateway_4 Gateway ports for holding Calls ALL CTI Port 8004 Gateway_5 Gateway ports for holding Calls ALL CTI Port 8400 Service_Queue1 Ports for Console Service Queue Console Connect CTI Port 8401 Service_Queue2 Ports for Console Service Queue Console Connect CTI Port 8402 Service_Queue3 Ports for Console Service Queue Console Connect CTI Port 8403 Service_Queue4 Ports for Console Service Queue Console Connect CTI Port 8404 Service_Queue5 Ports for Console Service Queue Console Connect CTI Port Product Overview Directory Number Device Name Arc Function Arc Connect Application Device Type 8300 Voice_Port1 Voice Ports for playing and recording messages Voice Connect CTI Port 8600 Park_Queue1 Ports for Console Call parking Console Connect CTI Port 8601 Park_Queue2 Ports for Console Call parking Console Connect CTI Port 8602 Park_Queue13 Ports for Console Call parking Console Connect CTI Port 8603 Park_Queue4 Ports for Console Call parking Console Connect CTI Port 8604 Park_Queue5 Ports for Console Call parking Console Connect CTI Port 8700 PCP_1 Ports for retrieving Personal Call Park calls Console Connect CTI Route Point Performance Information Performance of Arc Connect can be measured in several ways:  Number of Agents  Number of operators  Number of calls that can be held before distribution  Number of monitored devices in the Busy Lamp Field Performance Item Maximum (per Arc Connect Server) Number of ACD Agents or Number of Console Operators 800 or 500 Number of Holding Calls 200 Maximum Console BHCA 6000 (Cisco Certified) Max Devices in BLF Cisco Unified Communications Manager supported device limitations (for a single cluster) Note: Using the CTI Server Hardware and Software Requirements For details of the Arc Pro hardware and software requirement, see the Compatibility and Performance with Arc Pro document. Arc Pro Installation Manual 7 Product Overview Network Requirements The following table outlines the network requirements for running the Arc Connect Server and Client applications. Applies To All Network Types Network Specification The network must support/run TCP/IP. Arc Connect Server application must run under an Administrator profile. (Local Administrator is acceptable) Microsoft Windows Network If the network uses DHCP then the PC Server must have a static IP address allocated to it. If you require further information, please contact Arc Technical Services Centre on 0870 220 2205 (or +44 118 943 9205 from outside the UK) or email address [email protected] Backups As with all systems, we advise that backup facilities are utilised to ensure application and data integrity, should an unforeseen circumstance arise. This is at the discretion of the Customer to source and maintain a suitable Backup policy. It is recommended that a solution offering a one step disaster recovery is used. That is a solution that has the ability to restore the complete contents of a hard drive from a bootable disk and the restore media. Server Redundancy We strongly recommend that the PC Server should be a redundant system with the following redundancy methods. This is at the discretion of the customer:     Multiple hot-swap power supplies Hot-swap Hard Drive arrays UPS / power conditioners RAID Security Considerations All servers in a Windows environment have a requirement for Anti Virus software, and the ARC Connect Server(s) are no exception to this rule. Database Considerations - Microsoft SQL Server Arc requires Microsoft SQL Server for all database operations including logging, configuration and directory storage. Versions supported can be found in the Hardware and Software Pre-requisites document AND the release notes for each release. Arc requires two databases to function, and these must be created using the Arc Admin application. These databases can be on the local machine i.e. the Arc Server (both Publisher and Subscriber), or can be hosted remotely. If resilience using replication is to be used ONLY the local SQL option is supported. SQL licences are required for every Arc application/client on the system, due to them using the SQL data either directly or indirectly in order to function. 8 Product Overview Phonetics The OS locale can also affect additional functionality of the Phonetics feature. The table below must be considered when planning your deployment and in order to best support your Phonetics searching requirements. Language OS Locale Setting Arabic (Saudi Arabia) Arabic Cantonese (Hong Kong) Chinese (Hong Kong S.A.R., PRC) Catalan Catalan (Catalan) Chinese (PRC) [Simplified Chinese], Chinese (Simplified (PRC)) Chinese (Taiwan) [Traditional Chinese], Chinese (Taiwan) Danish (Denmark), Danish Dutch (Netherlands) Dutch English English Finnish, Finnish French (Parisian), French German, German Hebrew, Hebrew Italian, Italian Japanese (Japan), Japanese Korean (Korea), Korean Norwegian (Norway), Norwegian Portuguese (Portugal), Portuguese (Portugal) Russian (Russia), Russian Spanish (Traditional), Spanish Swedish (Sweden) Swedish Microsoft Office Communication Server Connectivity As companies grow larger and more global, more and more deployments of instant messaging software are becoming standard to the corporate network. Microsoft Office Communications Server is one such example of this software and as such Arc Pro provides a solution called Arc OCS Server to connect and obtain user information in order to display in the Arc directory. In order for the Arc OCS Server to be able to connect to the Microsoft Office Communication Server, an Application or User Endpoint must be created on the domain. This involves an entry being created into the Active Directory of the Domain that the Microsoft Office Communication Server resides on. During the Arc Pro Server installation process, if the necessary rights to the domain are given and the pre-requisites of the Microsoft Office Communication Server Core Components are installed, then an Application Endpoint is automatically created with the details specified. If either of these two requirements does not exist, then the Application Endpoint has to be provisioned manually, please see Appendix D for detailed instructions on how to do this. Arc Pro Installation Manual 9 Product Overview The Arc OCS Servers connection to the server platform using the previously mentioned endpoint must be trusted by the Microsoft Office Communications Server. To enable this trust relationship, the application must present to the server a hosting computer's certificate, which must be issued by a CA common to both the Arc OCS Server and the Microsoft Office Communications Server hosting computer. To ensure that the Arc OCS Server runs successfully, you must then install the required certificate manually. Please see Appendix C for detailed instructions on how to do this. In Summary, the following steps must be taken in order to setup the Arc OCS Server connection to the Microsoft Office Communications Server: 1. Install a Computer Certificate from your domain’s CA onto the Arc OCS Server computer. 2. Create an Application Endpoint in the domain of the Microsoft Office Communication Server, either by; • Running the Installation Process with Domain Administrator rights, or • Manually adding the Endpoint using the utility provided. After the Contact object is created there is a delay of about ten minutes before the Contact object replicates from Active Directory domain services to the server. 10 3: Installation Checklist The following checklists guide you through the installation process in a step by step sequence. These include a series of prerequisites that are required to ensure that the installation and configuration process takes in to account some required elements. Step 1 Preparation Install any prerequisites documented in the Release Notes Decide on Queues and Operators required Study Design Guide and formulate system numbering plan        CTI Reference Device (required by super provider) Host PBX Gateway (Max calls queuing at one time) Service Q (Operator Held Calls, call in transfer, Recalls) Park (Max Parked Calls at any point in time) Queue Locations (1 per queue) Pre CT Gateway Devices (for call filtering) Static Voice Port When considering the numbering plan it is required that a CTI reference device is included. This is a CTI port with the lowest DN that appears in your TSP User device list in the Call Manager Configuration. This port should not be used in the configuration, and should not be amended or deleted once it has been associated as a static device with the profile. After associating this device to the TSP User you must reboot the Arc Server. I Step 2 Install and Configure Arc Connect Server Install Arc Server and Admin applications Disable the User Account Control if using Windows 2003/2008 Open Administration Application  Create Configuration database  Create Arc Log Database Configure resilience support by providing Publisher and Subscriber details (Optional) Arc Pro Installation Manual 11 Installation Checklist Step 2 Install and Configure Arc Connect Server Configure CT Gateway section for System Devices and Directory  General Settings  Resource Groups Devices  Directory Groups if required Configure Communities Configure Contact Management Configure LDAP Synchronisation if required Configure Messaging (including SMS options) Configure Users Permissions Groups  Console Operators  Supervisors  Wallboards  Configure Console Connect Console Queues Name and Location  Distribution Type  Overflows  Emergency  Max Calls  Max Waiting Time  No Operators logged in  Assign Operators to Queues (Operators Queues) Assign Directory Groups to Operators (Operators Groups) Add Call Filters Add Break Hours for each queue as required (Breaks are on a 24 hour basis, to set a break overnight set a break up to 23:59:59 and another break from 00:00:00 to the start of the working day) Click OK to complete Arc Console configuration I Step 3 Cisco unified Communications Manager Configuration Create partition and Calling Search Space or add to existing ones (We recommend that all Arc devices need to be reached for all extensions and gateways, and be able to dial all devices and gateways) Create CTI Route Points for Queue Locations and Pre CT Gateway devices Create CTI Ports for Host PBX Gateway, Service Queue, Park and Static Voice ports The reference device needs to be associated with the Application User. 12 Installation Checklist Step 4 Install Cisco TSP on Arc Connect Server Browse to Cisco unified Communications Manager configuration and select Application > Install Plugins Select Cisco Telephony Service Provider and run the install following the onscreen instructions. After rebooting the Server configure the TSP, making sure to allow for enough Automated Voice Lines (CTI Ports used by Arc) Install Cisco TAPI Wave Driver (instructions are in the TSP readme file) Reboot the server Step 5 Test TAPI Use Phone.exe (TAPI Soft Phone) from Julmar.com to test that a) all Associated devices appear in the line list, and b) that a CTI Ports can be monitored and a call made to a nearby handset. Step 5a Install and Configure Arc Voice Connect (Optional) Install the Arc Voice Connect Server component from the Arc Server Installation options Open Arc Administrator, select CT Gateway > Resource Group Devices > Voice Devices and then configure your Voice Ports Restart the Voice Server Service and start the Voice Server From Arc Administration application, select Voice Connect Configure General Settings (you must select a default In-Queue Position Message even if not using this type of message) Record any new phrases Create new messages from recorded phrases Add in-queue messages to each queue as required If using Auto Attendant, create new scripts Create Voice Sessions Name and location  Select script  Overflows  Add Break Hours for Voice Sessions Click OK to complete configuration Arc Pro Installation Manual 13 Installation Checklist Step 6 Install Operator and Additional Arc Pro Products Install and Configure any additional Arc Pro elements that are required within the organisation such as Console Attendant Operator, Supervisor, Agent, Wallboard etc. Although these products may be referenced in this manual, they all have supporting documentation to assist with installation, configuration and operation. Disable the User Account Control if using Windows 2003/2008 Set DEP (Data Execution Protection) to “Turn on DEP for essential Windows Programs and Services Only” if using Windows 2003/2008 and Windows 7 Step 7 Test Console Connect Start Arc Server Log in Operator Make test calls dialling Queue Location or Pre CT Gateway device. 14 4: Installing Arc Connect Server Components The installation procedures described in this section are about the Server applications in Arc Connect. These are broken down into required and optional components depending on your product licenses and requirements. Required Components:  Arc Connect Server  Arc DB Upgrade  Arc CT Server  Arc LDAP Server Optional Components: Arc CTI Server  Arc Voice Connect Server  Arc Agent  Arc Supervisor  Arc CUPs Server  Arc Wallboard  Arc OCS Server  Prerequisites The following processes need to be completed before an installation so that Arc Pro suite of servers work to an optimum performance. Where the prerequisites are required for a specific server component this is stated. Do not install Arc Connect Server on a Cisco unified Communications Manager Server computer. Disabling the User Account Control in Windows 2003 and 2008 If you are installing the Arc Pro suite of software on Windows 2003 and 2008, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To do this perform the following steps: To complete this procedure you must have administration rights. The Screens used in the following steps may vary between Window Versions. The ones used are based on Windows 2008. 1. Select the Control Panel, and go to User Accounts. 2. Click Turn User Account Control on or off. 3. Clear the check box, Use User Account Control (UAC) to help protect your computer, and then click OK. 4. Restart the machine for the change to take affect. Arc Pro Installation Manual 15 Installing Arc Connect Server Components Creating a CTI Reference device For Arc Pro CTI Server to work in an optimum way it is required that a CTI reference device must be created having the lowest DN that appears in your TSP User device list in the Call Manager Configuration. To set up this CTI reference device 1. Create a CTI Port having lowest DN that appears in your TSP User device list in the whole Call manager Configuration. 2. Restart the machine where Cisco TSP is installed. Please make sure the CTI Port created in Step 1 must not be used anywhere in the configuration. Also this device must not be amended/deleted once it is associated as a static device with the profile. Install a Domain Computer Certificate and Arc OCS Server Prerequisites (Optional) For the Arc Pro OCS Server to be able to establish a connection to the Microsoft Office Communications\Lync Server a computer certificate for the domain must be installed and the Microsoft Office Communications\Lync Server Core Components must be installed. To install a certificate onto the computer you are installing the Arc OCS Server onto; please follow the instructions provided in OCS Client Certificate Verification & Installation, page 55. The supported platforms to deploy the OCS Core Components: Windows Server 2003 with SP2 (x86, x64), Windows Server 2008 (x86, x64) and Windows Vista Business or Enterprise with SP1 (x86, x64). The Arc Server is only supported on Windows Server 2003/2008/2008 R2 (x86, x64) versions. OCS core components can be found within the "Unified Communications Managed API 2.0 SDK" which is freely available to download from the Microsoft website. Once you have downloaded and installed the "Unified Communications Managed API 2.0 SDK", within the installation folder there are a couple of files that are required as pre-requisites. Install them in the following order: 1. NET Framework 3.5 SP1 - Should already be installed as it is a pre-requisite for Arc Pro, however can be download from web or from installation media (dotnetfx35.exe) 2. sqlncli.msi - SQL Server Native Client 3. vcredist_x86.exe or vcredist_x64.exe - VC++ 2008 Redistributable 4. OCSCore.msi - Office Communications Server Core Components If installing the Arc OCS Server component to run against a Microsoft Office Communications Server 2007 R2 installation, then it is recommended to run the Arc Installation Setup as a Domain Administrator in order that the Application Endpoint that is used to connect to the Microsoft Office Communication Server can automatically be created for you, otherwise please follow the instructions given in Appendix D on how to carry out this process manually. Installing Arc Connect Server and Administration 1. Insert the Arc Connect CD into to the CDROM, or browse to the directory where the downloaded installation files are saved. 2. Select the installing location from My Computer or Windows Explorer to view the directories on 16 Installing Arc Connect Server Components the CD. The directories are named according to the applications they contain. 3. User should run the Arc_Pro_Pro_Setup.exe application first. Install it on a machine that is allocated to run the Arc Connect Server. The initial window that appears displays a welcome note and instructions on the installation. 4. Click Next. 5. In the License Agreement page, click Yes to confirm that you accept the License Agreement. If you do not agree with the license, clicking No exits the installation. 6. In the Readme page, read the file and then click Next. 7. In the Registration Information page, type the Name and Company Name of the license holder (spelled correctly), and then click Next. 8. In the Choose Destination Location page, browse to the location in which to install the software. The default location is C:\Program Files\Arc\, and then click Next. 9. In the Setup Type page, select the type of installation, either: • Complete - This installs all server components. • Custom - This will provide the option to select which components are installed. This would be used in an instance where either specific component servers are required and space on the PC may be limited, or in the case where an additional server component is required. And then click Next. If the Arc OCS Server is being installed and the Microsoft Office Communications\Lync Server Core component is not detected then you will be prompted that the installation will not be successful and you will be required to confirm if you want to continue 10. For Complete installations this step is not required. If you have Selected Custom installation, the Select Features page appears. Required Server components have a tick and the adjacent box will be greyed out. These can not be deselected. 11. Select the Servers you require to install by ticking the box adjacent to the server name. When a server component is selected a brief explanation of that server appears in the Description box. With the Custom installation, there is no dialog box to warn you that Microsoft IIS is not installed. In the instance that IIS is not available on the machine, the servers that would require it (such as Arc Presence or XML Agent) will not be available in the options to install. You must Cancel the installation, manually install IIS and restart the installation process. When the chosen Servers are selected, click Next. 12. This step applies to both Complete and Custom installation. In the Select Server Type page select either Publisher (Primary Server) or the Subscriber (Secondary Server) as appropriate, and then click Next. This functionality is used to provide resilience (backup) to your Arc Connect Server. 13. This step applies to the Complete and Custom installation. In the Call Recording Server Connection page, select the Call Recording Server Type from the following options: • None - Leave the rest of the page blank and click Next to continue with the installation. Arc Pro Installation Manual 17 Installing Arc Connect Server Components • Impact 360 - Enter the Server Host Name/ FQDN/IP Address of the machine where the Call Recording Server is installed. The Server Port will be auto-populated (6666). There is no requirement for a Username or Password. click Next to continue with the installation. • QMS - Enter the Server Host Name/ FQDN/IP Address of the machine where the Call Recording Server is installed. The Server Port will be auto-populated (0). Enter the Username and Password for the server. click Next to continue with the installation. 14. This step applies to the Complete installation and it will also appear in the Custom installation if the CUPS server component has been selected. Enter the Server Host Name/FQDN/IP Address for the CUPs Server. The Default for the CUPs Port No is defaulted to 5060. There is also facility to enter the Proxy Domain information. 15. This step applies to the Complete installation and it will also appear in the Custom installation if the CUPS server component has been selected. In the Cisco Unified Presence Server Connection Information page, type the CUPS UserName and CUPS Password for the CUPs Server, and then click Next. 16. This step applies to the Complete installation and it will also appear in the Custom installation if the OCS server component has been selected. In this screen all fields are required. You must provide information for: • Microsoft Office Communications\Lync Server Version • Microsoft Office Communications Server\Lync FQDN (Fully Qualified Domain Name) • Certificate Name • Application Endpoint Name • Application Endpoint No If you are installing for a Microsoft Office Communications Server 2007 R2 setup, and are using an account that has Domain Administrator rights, the required Application Endpoint will automatically be created. If you are not running as a Domain Administrator, or you are installing against a Microsoft Lync Server, the Application Endpoint must be configured manually, as described in OCS Application Endpoint Verification & Installation, page 57. 17. This step applies to the Complete and Custom installation. To add an icon for Arc Connect Server and Arc Connect Administration on the desktop, select Add Icons To Desktop, and then click Next. The Start Copying Files page confirms the information that has been entered. 18. If the information is incorrect click Back to go back to the relevant screen. If the Information is correct click Next to continue with the installation. 19. During installation if Microsoft IIS is previously installed but missing any features, a command box will appear briefly and the missing features added automatically. 20. A Setup Status window will appear, showing the progress of the installation. When the progress line is complete, the window will minimise and the desktop will appear. This may last for several minutes while the installation is completed. 21. You are prompted to run the Arc Provisioning Wizard. For more information, see the Arc Pro Provisioning Wizard document. 22. When all the required files have been installed the Wizard Complete page prompts you to restart you computer. Select the option you require, and then click Finish. Important - Remember to set �Disabling the User Account Control in Windows 2003 and 2008’ on page 15. 18 5: Creating Databases After the Arc Connect components have been installed, you are required to create two databases. This is set up in Arc Connect Administration. The two databases are:  Configuration This database contains the configuration information for Arc Connect. Arc CT Server consults the configuration database to check parameters for different applications and operations. There is no limit to the number of configurations the user can create for the Arc Connect Server. However, only one can be active at any given time. While the system is running changes can be made to the database, but they will not take effect until the Arc Server has been stopped and restarted. The user can also make online changes to the database using the Arc Connect Supervisor application.  Logging The Logging database keeps a record of all events and call activities. The user can create more than one logging databases but only one of them can be active at a given time. Administrator Logon The Configuration Utility has an authentication mode for the users. The Configuration Utility is accessible only to the Administrator for making new configurations or updating them. The default Logon Name and Password is ArcAdmin. This Logon process can be configured so that it is not required to access Arc Connect Server Administration. It is recommended that this policy is only adopted if the software is installed on a machine with alternative security arrangements so that it can not be tampered with without adequate training or system awareness. To logon to the Administration application. 1. Open the Arc Connect Administration utility. 2. Select File > Logon from the main menu. 3. The Logon window will open. 4. Enter a Login Name and Password, and click Login. Creating a New Configuration Database If you used the Provisioning Wizard during the installation process, the databases have already been created. To create configuration database 1. Log on to Arc Connect Administration. 2. Choose Database > Config DB 3. Select the Maintenance tab, and then click New. Arc Pro Installation Manual 19 Creating Databases 4. In the Create Configuration Database dialog nox, type a Name and Description for the database. 5. Type the SQL Server name or click Browse to select the SQL Server from the list of all available SQL Servers on the network. If a non standard SQL Port is being used (a port other than 1433) then you must enter servername, port number in the Server box. 6. Enter the SQL Server User Name and Password. 7. Click OK. The new database has a status of closed when it is first created. 8. Click the Select tab, select the new database, and then click Open. The database is now available to the Arc Connect Server. 9. Click OK to finish. Creating a New Logging Database If you used the Provisioning Wizard during the installation process, the databases have already been created. To create a logging database: 1. Login to Arc Connect Administration. 2. From the main menu bar, select Database > Log DB 3. Select the Maintenance tab and click New. The default logging database name is ArcLogDB. 4. Give the SQL Server name or click Browse to select the SQL Server from the list of all available SQL Servers on the network. 5. Enter the SQL Server User Name and Password. 6. Click OK. The new database has a status of closed when it is first created. 7. Select the new database and click Open. 8. Click OK to finish. Creating Indexes The Database > Index option allows you to apply indexes on fields in the contact database that the operator application uses to perform optimised searches. This Contacts tab displays the database fields to be indexed. The user can select the fields to be indexed from the Available Fields list and, by clicking the directional arrows, move them to the Indexed Fields list. When a field is indexed, it will be available for the operator to use to sort their directories on.  There is also a directional arrow to move a field from Indexed to Available, if required. Once the fields to be indexed have been selected, click Update to save the changes. The following fields are always indexed and cannot be moved to Available Fields list,    20 Business_1 Contact_Unique_Ref Extension Creating Databases    First_Name Last_Name Mobile Viewing Licenses 1. Click Help> Registration, to display the Registration screen. 2. Click View License. These screens appear: • Queues - This screen enables you to manage the Queues that have been configured. When the software i supplied to you it contains the queues that you purchased. You can create more queues than the licensed amount, and you can configure them from this screen. • Contacts - This screen provides the management of the Contacts that are available. Arc Pro edition has a capacity for 20,000 Contact Licenses. When this number is exceeded the initial contacts will be moved into the Log database. This screen provides the facility to restore any archived contacts into the live system. Arc Pro Installation Manual 21 Creating Databases 22 6: Arc Connect Resilience Arc Connect provides backup for the configurations made through Arc Connect Administration. In case of a server fail over, the backup or the secondary server, also known as the Subscriber, will be active and keep Arc Connect running. You will not be able to use the Subscriber for updates to the system configuration, however, the system will remain active based on the settings made through the Publisher, avoiding disruption in the call flow and call controls. Arc Connect ensures that the Subscriber holds the updated configurations at all times. When the Publisher is active, the Subscriber restarts every five minutes and the information held in the Subscriber database is updated. Server backup is achieved through resilience between the Publisher (Primary Server) and Subscriber (Secondary Server). Please make sure you have the following installed on the system where the Publisher/Subscriber is to be installed,    MS SQL 2005 Server SP3 Standard or Enterprise (including Hotfix provided with the Arc Pro installation) or MS SQL 2008. Hostname or FQDN must be used when configuring the databases. Windows 2003 Server SP2 or Windows 2008. Installing Arc Pro on cloned operating system images If you plan to install Arc Pro onto a server whose operating system is sourced from a cloned image (for example a VMWare image), you must make sure that the MSDTC (Microsoft Distributed Transaction Coordinator) CID GUID is different on both the Publisher and Subscriber servers. Failure to do this will cause the installation of the database replication component to fail. To check the CID GUID You need to check the CID GUID on both servers. To do this: 1. Open the registry editor and go to the following location 'HKEY_CLASSES_ROOT\CID'. 2. At least one entry has a description of 'MSDTC'. Check its value. 3. If the GUID values on both the Publisher and Subscriber are THE SAME, follow this process sequence below. To make the CID GUID unique The following simple process will ensure both MSDTC installations have unique CID GUIDs: 1. Open a command line box on both servers 2. Type 'MSDTC -uninstall' on both servers. 3. Run 'MSDTC -install' on BOTH servers from the command line. 4. Reboot both machines. Installation of Publisher While installing, you must make sure that the Publisher and Subscriber are installed on separate machines. Before installing the Publisher, please make sure of the following:   If the system has the Subscriber installed, do not install the Publisher on the same machine. Interchanging Publisher and Subscriber machines is very risky; therefore, you must avoid it. Any previous replication settings must be disabled. Arc Pro Installation Manual 23 Arc Connect Resilience    If you have a Publisher configuration already installed with your network, DO NOT create another Publisher configuration on another machine with the same database name. If there are replication monitor issues before installing Publisher, fix them before starting the installation process. The replications settings in SQL Server Enterprise Manager must remain unchanged. To Install Arc Connect Resilience 1. From the Start Menu, select the Arc Pro folder and select Resilience > Configure Resilience on this Server. 2. A Welcome screen will appear for Arc Pro Publisher. You will now be able to create replication. Please make sure that you have the necessary privileges and access rights on the network domain and SQL server. click Next. 3. The next window will prompt you for account details that will allow the Wizard to stop any services that maybe accessing the Arc databases. Enter an account that has administrator rights to the Arc server and its SQL Server'. IMPORTANT Before confirming this message box, it is important to check that both the MSSQLSERVER and SQLSERVERAGENT are still running. If it is not running the installation will continue through to completion, but it will have failed to install correctly. Click Next to proceed. 4. The Installation Progress will be displayed on the screen, for the creation of transactional replication and the initialisation of the snapshot job. 5. When the installation has successfully completed a message box will confirm this. Click OK on the message box. 6. Click Finish on the Installation Progress window. 7. After the Installation is complete it is important to restart the Arc and Active MQ Services. If the SQL server is hosted on the same computer as the Arc Server, all jobs started from the installer must be allowed to complete before restarting the Arc Server. You can check this using the Job Activity Monitor in SQL Management Studio. The Subscriber cannot be installed until the snapshot has been successfully created. The status of the snapshot can be viewed through SQL Enterprise Manager > Replication Monitor > Publishers > (System name) > (DB name). Installation of Subscriber IMPORTANT The Subscriber configuration can not be run on the same machine as one configured as a Publisher. Before installing the Subscriber, please make sure of the following:   24 If the system has the Publisher installed, do not install the Subscriber. Hostname or FQDN must be used when configuring the databases. Arc Connect Resilience      1. Subscriber CIDs must be unique from publisher to allow for the MS DTC to function correctly. Before installing you must use SQL Enterprise Manager to make sure that the snapshot for the publisher database Snapshot has been successfully created (status Succeeded). Interchanging Publisher and Subscriber machines is very risky and should be avoided. Any previous replication settings should be disabled. If there are replication monitor issues before installing Publisher, fix them before starting the installation process. The replications settings in SQL Server Enterprise Manager must remain unchanged. From the Start Menu, select the Arc Pro folder and select Resilience > Configure Resilience on this Server. 2. The Arc Pro Subscriber Welcome screen will be displayed. You will now be able to create the Subscriber to provide resilience in case the primary server fails. Please make sure that you have the necessary privileges and access rights on the network domain and SQL server. click Next to start the installation. 3. In the Welcome page, type the User Name and Password to access the server where the Publisher Configuration Database is installed. Click the list to select the publisher Database, you may have to wait for the Server to populate the list with publisher databases available. Select the required Database and then click Next to proceed. 4. The Windows Server Configuration page prompts you for your Windows Administrator Account details that will allow the Wizard to stop any services that maybe accessing the Arc databases. Enter a Windows account that has administrator rights to both the Arc Publisher and Subscriber servers and their SQL Servers if the databases are off boxed. click Next to proceed. IMPORTANT Before confirming this message box, it is important to check that both the MSSQLSERVER and SQLSERVERAGENT are still running. If it is not running the installation will continue through to completion, but it will have failed to install correctly. Click Next to proceed. if the software detects that a subscriber has already been installed before, it will ask you if you want to migrate that configuration to the computer you are now installing the subscriber on. Click Yes to proceed. 5. The installation progress of the subscriber will be displayed across the screen. When the installation is complete, a message box will be displayed. Click OK. Click Finish. 6. After the Installation is complete it is important to restart the Arc and Active MQ Services. If the SQL server is hosted on the same computer as the Arc Server, all jobs started from the installer must be allowed to complete before restarting the Arc Server. You can check this using the Job Activity Monitor in SQL Management Studio. Arc Pro Wallboard Installation Manual 25 Arc Connect Resilience 26 7: Installing Arc Pro Console Operator To install the Console Operator, do the following: 1. Disable UAC, as described in Disabling User Account Control, page 27 2. Install the Console Operator software, as described in Installing Arc Console Operator, page 27. 3. If you are installing on a Microsoft Windows 2003 or 2008 system, follow the instructions in Installing Console Operator on Windows 2003 or 2008, page 28. When installing the software you must have administration rights. Disabling User Account Control If you are installing the Arc Pro suite of software on and of the following Microsoft Windows operating systems:     Windows 2003 Windows 2008 Windows Vista Windows 7 you must disable User Account Control (UAC) on both Server and client machines. The following procedure is for Microsoft Windows 2008, but it is similar under all operating systems. To disable UAC: 1. In Control Panel, click User Accounts, and then click Turn User Account Control On or Off. 2. Click to clear the Use User Account Control (UAC) to help protect your computer check box, and then click OK. 3. Restart the machine for the change to take effect. Installing Arc Console Operator To install Arc Console Operator: 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved, and then run Arc_Operator_Setup.exe. 2. In the installation Wizard Welcome page, click Next. You can click Back in any subsequent page to repeat the previous step. 3. Confirm that you accept the license agreement by clicking Yes. If you do not accept with the license, click No to exit the Wizard. You cannot install the software without accepting the license agreement. 4. Read the Read Me file, which contains essential information about the Cisco unified Communications Manager, and then click Next. 5. In the Registration Information page, type the Name and Company Name of the license holder, and then click Next. Arc Pro Installation Manual 27 Installing Arc Pro Console Operator 6. In the Choose Destination Location page, either: • Accept the default destination folder by clicking Next • Browse to the destination folder, and then click Next. 7. In the Primary Server Information page, type the Server Host Name/FQDN/IP Address of the machine running the Arc Pro Primary Server (Publisher), and then click Next. If you type an incorrect address, Arc Console Operator will not be able to connect to the server, and will not work. 8. In the Language Information pane, select the language the application should use, and then click Next. 9. In the Icon Information page, if you want an Arc Console Operator icon on your desktop, select Add Icon To Desktop, and then click Next. 10. In the Start Copying Files page, review the configuration information, and then click Next. The software is installed. 11. In the InstallShield Wizard Complete page, click Finish. Installing Console Operator on Windows 2003 or 2008 If you are installing Console Operator under Microsoft Windows 2003 o 2008, you must now turn on Data Execution Protection (DEP), as described below: 1. Right-click My Computer and select Properties. 2. Under Windows 2008, in the System window, click Advanced system settings. 3. In the System Properties window, click the Advanced tab. 4. Under Performance, click Settings. 5. In the Performance Option dialog box, click the Data Execution Prevention tab. 6. Select Turn on DEP for essential windows programs and services only. 7. Click Apply, and then click OK. 28 8: Installing Arc Call Connect Agent Disabling User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Pro suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To complete this procedure you must have administration rights. To disable User Account Control: 1. Select the Control Panel, and go to User Accounts. 2. click Turn User Account Control on or off. 3. Clear the check box, Use User Account Control (UAC) to help protect your computer. Then click OK. 4. Restart the machine for the change to take effect. Installing the Arc Call Connect Agent 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Agent_Setup.exe. 2. In the Welcome page, click Next. 3. In the License Agreement page, click Yes. If you do not agree, click No to abort the installation. 4. In the Readme page, read the important information for the Cisco unified Communications Manager, and then click Next. 5. In the Registration Information page, type the Name and Company of the license holder, and then click Next. Please ensure the correct spelling of this information. 6. In the Choose Destination Location page, click Next to accept the default location, or browse to your preferred location, and then click Next. 7. In the Primary Server page, type the Host Name/FQDN/IP Address of the machine running the Arc Connect Primary Server (Publisher), and then click Next. 8. In the Select Agent Type page, select either Local or Remote, as appropriate, and then click Next. 9. In the Icon Information page, if you want an application icon for the Arc Call Connect Agent on your desktop, select Add an icon, and then click Next. 10. In the Start Copying Files page, check that the information is correct. If it is, click Next. If it is not correct, click Back, as required, and amend the information before proceeding. The software is installed. 11. In the InstallShield Wizard Complete page, click Finish. Arc Pro Installation Manual 29 Installing Arc Call Connect Agent Installing Console Operator on Windows 2003/2008 If you are installing Arc Call Connect Agent on Windows 2003/2008, you must also turn on Data Execution Protection. To do this you must have administrator rights. The exact procedure depends on the operating system you are using. The general procedure is: 1. Right click My Computer and select Properties. 2. The System Properties window will open. Select Advanced System Settings. 3. Select the Advanced tab, and under Performance, click Settings. 4. In the Performance Option dialog box, select the Data Execution Prevention tab. 5. Select Turn on DEP for essential windows programs and services. and then click OK. 30 9: Installing Arc Supervisor Disabling User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Pro suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To complete this procedure you must have administration rights. To disable User Account Control: 1. Select the Control Panel, and go to User Accounts. 2. click Turn User Account Control on or off. 3. Clear the check box, Use User Account Control (UAC) to help protect your computer. Then click OK. 4. Restart the machine for the change to take effect. Installation of Arc Supervisor 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Supervisor_Setup.exe. 2. The initial window that appears displays a welcome note and instructions on installation. Click Next. 3. Confirm that you accept the License Agreement by clicking Yes to continue. If you do not agree with the license, clicking No will exit the installation. 4. The Read Me file contains essential information. Once this information has been read, click Next to proceed. Please ensure that you read this file because it contains important information for the Cisco unified Communications Manager. 5. In the Registration Information page, enter the Name and Company of the license holder, and click Next. Please ensure the correct spelling of this information. 6. In the Choose Destination Location window, click Next to accept the default destination is C:\Program Files\Arc\ Otherwise Browse to select a different path and directory, and then click Next. 7. In the Primary Server Information page, enter the IP Address of the machine running the Arc Connect Primary Server (Publisher). If this is stated incorrectly then the Arc Supervisor will not be able to connect up to the Server Arc Pro Installation Manual 31 Installing Arc Supervisor and will therefore not function. 8. Click Next. 9. In the Icon Information page, select Add an icon to add the Arc Supervisor icon to the desktop. 10. Click Next. 11. In the Start Copying Files page confirm that the information is correct and then click Next. If the information is incorrect, click Back to go back to the relevant screen. 12. The final window displays the confirmation that Arc Supervisor has been installed successfully. 13. Click Finish to complete the installation. Important - Remember to set �Disabling User Account Control in Windows 2003/2008/Vista/7’ on page 31. Installing Console Operator on Windows 2003/2008 If you are installing Arc Supervisor on Windows 2003/2008, there is an additional process that you need to complete by setting Data Execution Protection on. To do this perform the following steps: When installing the software you must have administration rights. The exact procedure depends on the operating system you are using. The general procedure is: 1. Right click My Computer and select Properties. 2. The System Properties window will open. Select Advanced System Settings. 3. Select the Advanced tab, and under Performance, click Settings. 4. In the Performance Option dialog box, select the Data Execution Prevention tab. 5. Select Turn on DEP for essential windows programs and services. and then click OK. 32 10: Installation of Arc Connect Wallboard Disabling the User Account Control in Windows 2003/2008/Vista/7 If you are installing the Arc Pro suite of software on Windows 2003/2008/Vista/7, there is an additional process that you need to complete by disabling the User Account Control. This is required on both Server and client machines. To complete this procedure you must have administration rights. To disable User Account Control: 1. Select the Control Panel, and go to User Accounts. 2. click Turn User Account Control on or off. 3. Clear the check box, Use User Account Control (UAC) to help protect your computer. Then click OK. 4. Restart the machine for the change to take effect. Installation of Arc Connect Wallboard 1. Insert the Arc Connect CD into to the CD ROM, or browse to the directory where the downloaded installation files are saved and run Arc_Wallboard_Setup.exe. 2. The initial window that appears displays a welcome note and instructions on installation. Click Next. 3. In the License Agreement page,confirm that you accept the License Agreement by clicking Yes. If you do not agree with the license, clicking No will exit the installation. 4. In the Readme page, read the important information, and then click Next. 5. In the Registration Information page, enter the Name and Company of the license holder, and then click Next. Please ensure the correct spelling of this information. 6. In the Choose Destination Location page, click Next to accept the default location, otherwise Browse to the desired location and then click Next. 7. In the Primary Server Information page, type the the IP Address of the machine running the Arc Connect Primary Server (Publisher). If this is stated incorrectly then the Arc Connect Wallboard will not be able to connect up to the Server and will therefore not function. 8. Click Next. 9. In the Icon Information page, select Add an icon to add an Arc Connect Wallboard icon to the desktop. Click Next. 10. In the Start Copying Files page, confirm that the information is incorrect, and then click Next. If it is not correct, click Back to go back to the relevant screen. Arc Pro Installation Manual 33 Installation of Arc Connect Wallboard The final window displays the confirmation that Arc Connect Wallboard has been installed successfully. 11. Click Finish to complete the installation. Important - Remember to set �Disabling the User Account Control in Windows 2003/2008/ Vista/7’ on page 33. Installing Arc Connect Wallboard on Windows 2003/2008 If you are installing Arc connect Wallboard on Windows 2003/2008, there is an additional process that you need to complete by setting Data Execution Protection on. To do this perform the following steps: When installing the software you must have administration rights. The exact procedure depends on the operating system you are using. The general procedure is: 1. Right click My Computer and select Properties. 2. The System Properties window will open. Select Advanced System Settings. 3. Select the Advanced tab, and under Performance, click Settings. 4. In the Performance Option dialog box, select the Data Execution Prevention tab. 5. Select Turn on DEP for essential windows programs and services. and then click OK. 34 11: Uninstalling Publisher/ Subscriber The Publisher/Subscriber are uninstalled in order to stop the replication for resilience. This may be required in case the replication fails and the system needs to be reconfigured. Uninstalling Subscriber 1. From the Start Menu, select the Arc Pro folder and select Resilience > Remove Resilience from this Server. 2. The Welcome screen for uninstalling Subscriber will appear with instructions on uninstalling the software. 3. Click Next. 4. Specify the name of the Server where the publisher database is installed. Enter the User Name and Password. click the drop down list to select the publisher Database, you may have to wait for the Server to populate the list with publisher databases available. Select the required Database and click Next to proceed. 5. The setup requires administrator access to the Publisher server to complete the uninstall. Enter the user Account and Password. 6. Click Next. The progress of the uninstall is displayed on the screen. When the Uninstall is complete a message box will be displayed to confirm that it is completed. Click OK. 7. Click Finish on the Progress window. 8. After the Installation is complete, restart the Arc and Active MQ Services. Uninstalling Publisher 1. From the Start Menu, select the Arc Pro folder and select Resilience > Remove Resilience from this Server. 2. The Welcome screen for uninstalling Publisher will appear with instructions on uninstalling the software. click Next to continue with the uninstall. 3. The setup requires administrator access to the Publisher server to complete the uninstall. Enter the User Name and Password. 4. Click Next. The progress of the uninstall is displayed on the screen. When the Uninstall is complete a message box will be displayed to confirm that it is completed. 5. Click OK. Arc Pro Installation Manual 35 Uninstalling Publisher/Subscriber 6. Click Finish on the progress window. 7. After the Installation is complete it is important to restart the Arc and Active MQ Services. 36 12: Upgrade Plan This chapter describes how to upgrade an Arc Solutions System by using the Upgrade Utility, and thereby reducing the amount of down time. It also explains the features of the Upgrade Utility that help maintain both the configuration and logging databases. Arc Pro Provisioning Wizard When you are upgrading from a version 5.1.2 or higher you can install straight over the top of the previous version. During the upgrade you are prompted to run the Provisioning Wizard, which is recommended as it automatically upgrades the databases. It automatically checks for resilience uninstalls it before the upgrade, and reinstalls it after the upgrade. The Wizard removes replication from publisher and subscriber servers. Upgrade Process Summary If you do not intend to use the Provisioning Wizard to upgrade your databases, or you are updating from a version before v5.1.2 you need to use the methodology in the following chapters. IT IS IMPORTANT THAT THIS SECTION IS READ AND ACTED UPON. In order to perform an upgrade of an Arc Connect/Pro installation in the most efficient way, the following summary outlines the required steps that are needed. 1. Stop the Arc Server that needs to be upgraded - So that you can take copies of the databases, stop your Arc Connect/Pro server that you are about to upgrade. 2. Perform backups - Perform backups of the Arc Configuration, Logging and Voice Server databases and files. 3. Uninstall Resilience - Remove any resilience configuration so that a subscriber machine is not affected during an upgrade and thus increase down time of the system. 4. Uninstall old versions of Arc Software (before 5.1.2) - When the original software version is before 5.1.2, you must uninstall all of the Arc Software along with removing any registry entries & files that may have been orphaned. If you are upgrading from a version of 5.1.2 or later, then you can install the software straight over the top of the existing installation without removing it. 5. Create a New Configuration and Logging database - Create new databases via the Arc Arc Pro Installation Manual 37 Upgrade Plan Administrator application. 6. Restoring Databases - If upgrading from a version earlier than 3.0.3, you must perform some additional steps to migrate them from Access into SQL Server, or if upgrading your Arc System to a new Server, you must restore your Configuration and Logging databases before being able to update them to newer version. 7. Upgrade existing Configuration databases - Use the DB Upgrade Tool to upgrade your existing configuration databases on top of itself (Source and Target set as the same database. If coming from a version of Arc Connect/Pro that has its databases stored in an Access database file, you must upgrade your database into newly created databases. 8. Migrate your Voice Database into you Configuration Database - If upgrading from a version before 5.1.2, use the Table Transfer option in the DB Upgrade Tool to migrate the data from the Voice Access Database into your upgraded Configuration Database. 9. Transfer your Upgraded Configuration Database into your newly created Configuration Database - Using the Table Transfer option in the DB Upgrade Tool, perform a bulk copy of the tables in your upgraded configuration databases to the newly created configuration databases. 10. Upgrade your Logging Database - Once you have upgraded and bulk transferred your configuration database to its new database, perform the same steps for your logging database (steps 7 and 9). 11. Run the Unique Numbers Check - After upgrading and migrating the databases, the unique numbers should be checked for inconsistencies. The above summarized process is explained in detail in the contents of this document. Upgrade Compatibility Please be aware that as new features are introduced and the database schema changes it may not be possible to upgrade from an older version directly to the latest. In this document is a table that lists what versions are available to upgrade from and to. If the version you wish to upgrade from is not a listed option please upgrade to the highest possible version based on the current installed version until you have reached the required version. You must use the table enclosed to understand what steps you must upgrade the database through to get to the final desired Arc Version. Upgrade Notes During the following upgrades:     4.1.0 to 4.1.3 SR2 4.1.0 SR2 to 4.1.3 SR2 4.1.0 to 5.1.0 4.1.0 SR2 to 5.1.0 the database changes all contact properties; therefore - depending on the size of the contact database - this upgrade could take a long time. During the upgrade 5.1.1 to 5.1.2 the database becomes Unicode compliant, and all constraints are removed, tables are updated, and indexes rebuilt; this also can take a long time. Version 5.1.2 was the first release to officially support operation in a VMware environment. Customers that used earlier versions in VMware will find that the registration code will change and a new license code will be required. 38 Upgrade Plan The following tables show what upgrades are possible and what are recommended. For example, if you ore using version 4.1.4 SR2, you could upgrade to versions 5.0.0 or 5.0.1, but the recommended upgrade is to 5.0.2. Table 1 Source Arc Version Destination Arc Version 2.2.1 3.0.3 3.1.0 3.1.2 3.0.3  3.1.0   3.1.3     3.1.4     3.1.5     3.1.3 4.1.0   4.1.3 SR2 4.1.3 SR4 4.1.4 4.1.4 SR1    4.1.4 SR2  4.1.3 SR2 4.1.3 SR4  4.1.4 SR2   5.0.0   5.0.1  5.0.2   Valid upgrade path  Recommended Upgrade path Table 2 Destination Arc Version 4.1.0 SR2   4.1.0 SR2 3.1.5 Source Arc Version 5.0.0 5.0.1 5.0.2 5.1.0    5.1.1     5.1.2 SR1     5.1.3 5.1.0 5.1.1 5.1.2   5.1.2 SR1 6.0.0 6.0.1 6.1.0 Valid upgrade path  Recommended Upgrade path 5.1.4 5.2.0   6.0.0 6.0.1  5.1.4  5.1.3    Upgrades that can be performed using the Provisioning Wizard Arc Pro Installation Manual 39 Upgrade Plan Upgrading Arc Software Suite The following process explains how to perform an upgrade of the Arc Connect/Pro software suite from start to finish. The main bulk of the process is to upgrade the databases used by the software to the correct version of schema. During this process, you may have to repeat Upgrading the database (See Upgrading Existing Configuration Database, page 43) multiple times in order to move the database from its current version into the version that you are upgrading to. Arc Connect Suite version 2 supports Microsoft Access database, therefore upgrading from Version 2 to Version 3 will require the databases to be moved to a SQL Server style database as Arc Connect/ Pro does not support Access from Version 3 onwards. Stopping the CT Server It is very important to stop the Arc CT Server and Services before uninstalling the Arc Software and taking any backups for its databases/files. This is to stop any potential file locking issues that could occur. To stop the CT Sever, 1. In the main menu, select File > Stop CT Server. 2. When prompted to confirm that you want to stop the CT Server, click Yes. 3. If running an Arc system where resilience is installed, once the Primary Server is stopped, all client application e.g. Operators will try to connect to the Secondary Server. 4. It is also required to stop Arc CT Server service as well. To stop this service, 1. In the main menu, select File > Service Manager. This will open the Service Manager window. The green signal shows that the service is running whereas the red signal indicates that the service is stopped. 2. Click Stop Service. The Start Services button is highlighted when the service is stopped. 3. Click Yes in the confirmation message. 4. Click Close. 5. Repeat the above process for the other Arc Servers that have a server manager application, e.g. LDAP Server, Voice Server, CTI Server, CUPS Server and OCS Server. Back up Arc Databases If you are upgrading from an older version (pre-version 3.0) that uses Access database files to store both the logging and configuration data, then follow these steps, 1. Locate the folder where the Configuration and Logging Access Database files are stored. 2. Copy the two database files to a backup directory elsewhere on your system, e.g. C:\Backup If you are upgrading from a system that uses SQL Server to store the Arc data, then it is recommended that you perform backups of both the Configuration and Logging Databases before your perform any upgrades in case of failures. Please follow your SQL Server documentation on how to perform a 'FULL' database backup. Backing up Voice Data Folders In order to create a backup of the voice server, please backup the following folders under to your installed Voice Server directory; C:\Program Files\Arc\Arc Connect\Voice Server - Tapi Wave      40 DB Default Phrases System Phrases Phrases Recording Upgrade Plan  Scripts Uninstalling Resilience If you are running the Arc Software with resilience installed so that data is replicated from the publisher server to the subscriber, you must uninstall this before upgrading; otherwise any changes to the database will be replicated to the subscriber thus downing that server. It is recommended to uninstall the resilience on the subscriber first before uninstalling the resilience module on the publisher server. To uninstall resilience on an Arc Server that is running a version of the software that is earlier than 5.1.2; 1. Open Control Panel > Add Remove Programs and uninstall each of the Arc components. 2. Locate the entry for Arc Resilience, select it, and click Remove. 3. Follow the on-screen instructions that are presented to you, so that the software is fully removed. To uninstall resilience on an Arc Server that is running version 5.1.2 or later; 1. Open the start menu and navigate to Arc Pro > Resilience. 2. Run the Remove Resilience from this Server entry. 3. Follow the on-screen instructions that are presented to you, so that the software is fully removed. Uninstalling Arc Software To Upgrade the Arc Suite, if you are running a version earlier than 5.1.2, or are installing a version earlier than 5.1.3, then you will first need to uninstall all software through the Windows control panel after ensuring you have completed all the necessary backups. If you are upgrading to a version higher than 5.1.3 and have a version of 5.1.2 or higher already installed, you can upgrade your Arc Pro Server installation by installing the new software over the top of the existing software and thus this step is not required. 1. Open Control Panel > Add Remove Programs and uninstall each of the Arc components. 2. Follow the on-screen instructions that are presented to you, so that the software is fully removed. 3. This will remove the Arc Server software from that machine. 4. Some files may not be removed by the uninstall Wizard, therefore browse to the computers Program Files folder and delete the Arc folder if it still exists. The above screen shots are taken from an Arc 4.1.x install Once each component has been uninstalled, ensure that all registry keys have been deleted. To remove registry keys, 1. Open the Run option in the Start menu. Type 'regedit' and click OK. 2. The Registry Editor will open with the HKEY_LOCAL_MACHINE folder showing its contents. 3. Select the SOFTWARE folder and then the Arc Solutions folder. 4. Delete the Arc Solutions folder. Arc Pro Installation Manual 41 Upgrade Plan Installing Arc Software Once the previous software is completely removed, you can install the version of software you wish to upgrade to. Please refer to the Installation Manual for the relevant version of software that you are installing for more information on how to do this. If you are upgrading to a version higher than 5.1.3 and have a version of 5.1.2 or higher already installed, you can upgrade your Arc Pro Server installation by installing the new software over the top of the existing software. Create New Databases Using the Administrator application, create a new Configuration and Logging database. Please refer to the Configuration Manual for the version of the software that you are installing for more information on how to do this. If upgrading a previous installation of Arc Pro where the upgrade is being performed over the top (5.1.3 or greater installation), then the user must edit the registry key "HKEY_LOCAL_MACHINE\SOFTWARE\Arc Solutions\Call Connect\Configuration\Defaults \CreateNewLogFile" to "Yes" to allow a new logging database to be created. It is required that you create databases with a collation that matches your existing databases for the process to work. Please see the 'Design Guide' and the white paper on 'Create a DB with a Specific Collation' on how to do this. This step is a prerequisite for the final step which will ensure that you have a database schema that is fully compatible with the version of Arc Pro that you are upgrading to. Restoring Databases If you are performing an upgrade of your Arc system on the existing machine and you have an Arc Pro/Connect version of version 3.0.3 or later, then you do not need to carry out this step. When upgrading from a version of Arc Pro that originally stored its database in an MS Access file format, it is not possible to perform an over the top upgrade. Instead you must first create a new database from within the Administrator application, and then perform a transfer into that database. This will effectively restore your Access database into a SQL database that can then be upgraded as per the normal process. The Procedure for upgrading from an Access Database to SQL is very similar to process described in Section Restoring Voice Files and Database, page 44 however before starting the upgrade process, it is required that you create a DSN for both your Configuration Access Database file and your Logging Access Database file. A detailed set of instructions on how to do this can be found in Section Creating a New DSN, page 48 Once the DSNs have been created for both Access Database files, when performing the transfer process and you are asked to select the Source DSN, select those newly created DSNs. The application will then transfer the data from the backed up Access Database file, to the newly created SQL Database. If you are upgrading your Arc system to a new machine, you must restore your SQL databases back onto the new machine first before you can upgrade them. Please see your SQL documentation on how to do this. Once they have been restored, you must create DSNs for them so that the DB Upgrade Tool can upgrade them. 42 Upgrade Plan Upgrading Existing Configuration Database Once the required Arc Software has been installed, it is time to upgrade the configuration database via the upgrade utility. This step allows Arc DB Upgrade utility to upgrade an older database schema to a newer version via the practice of performing an 'Over the Top' upgrade of the database. A Source DSN is where the data is that you wish to perform an upgrade on. A Target DSN is the destination for the data that has been upgraded. These can be the same, and in that case this would be termed as an 'Over the Top' upgrade. In order to be able to successfully perform an Over the Top upgrade of the database, the following pre-requisites must be met,   Source and target databases must reside on same machine and on same SQL Server instance. User can however create the target database on another drive of same machine where the source database exists. Disk space required on target database drive should be four times the size of source database (data file size + log file size). To run the Upgrade Utility, either use the Start menu shortcut in the Arc Pro menu, or navigate to C:\Program Files\Arc\Arc Connect\DB Upgrade Tool and run the TransferData.exe application. Once the application is open, to upgrade the configuration database, follow the below process. It is important that you first upgrade the Configuration database fully, including the bulk transfer process, followed by the Logging database. 1. From the file menu select Configuration > Select DSN. 2. In the Select Data Source dialog box, select the DSN connection for the Arc Configuration Database. If coming from versions of 5.1.2 or earlier, a DSN may already exist for you to select (e.g. Call Connect Cfg DB). If a DSN does not exist, then you can create one by clicking New. 3. Type the Username and Password to connect to the database and select test connection to confirm the connection to the Arc Configuration Database. 4. Select the version of the database you are upgrading from. 5. Click Next.. 6. In the next page, enter the same information for the Target DSN. Select the same DSN that you choose in the previous step. This will perform an Over the Top upgrade. Select the correct Arc Application Version that you are upgrading to. Please remember to see Upgrade Notes, page 38 to ensure the correct version is selected. 7. Click Finish to close the window. If when performing the upgrade the application displays time out errors, then it is recommended to deselect the 'Perform Transactional Log Shrink' option. Deselecting this option will also result in the database consuming more disk space after the upgrade has completed. This option is not available on versions below 5.1.2 (SR1). 8. Select Configuration > Start Transfer. Arc Pro Installation Manual 43 Upgrade Plan The DB Upgrade Tool prompts you to confirm the values that it will use to populate the new tables. The tool will try to determine what values you should use by reading configuration from the machine’s registry. If this data is not available, the application leaves these details blank. The details should contain the names for the completed upgrade, for example the database names should be that of the final upgraded database, so if a new database has been created and the data is to be "bulk copied" to that new database as per the procedure documented in this step by step guide, then the details should be of the newly created databases performed in Create New Databases, page 42. 9. When prompted to take a database backup, click Yes. This backup will be written to the C: drive of the SQL Server with a .BAK extension. Larger databases take longer to backup. 10. After the data is transferred successfully, the Upgrade Utility will quickly check the unique numbers used for the currently Opened databases. If it finds a discrepancy, it will ask if you want to correct the issue. It is recommended to allow the application to resolve any issues if it detects them. It is also possible to manually execute the unique numbers function. From the Configuration menu select 'Analyse live system > Unique Numbers', See Analyse Live System Unique Numbers, page 48 for more information on this option. If no databases are currently in an Open state within the Arc Administrator, then the unique number check will fail and display a message. This will not affect the process of upgrading the database, and thus you can continue if this message is displayed as this check is then carried out after the databases have been upgraded. 11. If upgrading a source database from a version earlier than 5.1.2 and the target database is a version of 5.1.2, then it is recommended that the Voice Database is migrated to the configuration database at this stage, See Restoring Voice Files and Database, page 44. The DB Upgrade Tool will try to do this automatically if it can find the Voice Server Database file. If it cannot find the file, then you will be displayed a message saying that it was unable to migrate the voice data. 12. Once the process has completed, the above steps should then be repeated again taking into account the information from Upgrade Notes, page 38 to upgrade your database to the required version number. To guarantee that the DB Upgrade Tool has in fact completed the process of upgrading the database successfully, the log files can be inspected for errors. This would allow you to see if any of the stored procedures that have been triggered during an upgrade step has failed. Restoring Voice Files and Database Before removing the old version of the Arc Software, several Voice Server files were backed up. First restore the following folders from your backup directory to the newly installed Voice Server directory;      44 Default Phrases System Phrases Phrases Recording Scripts Upgrade Plan The Voice Server is located in the following directory when installing 5.1.2 or higher versions of the Arc System C:\Program Files\Arc\Arc Connect\Voice Server In older version of the Arc Software, the Voice Server database was stored in an Access Database file, if you are upgrading to a version of Arc Software that still utilises Access Database files, then restoring this data is very simple. Simply copy the Access Database file that was stored in the DB folder to the DB folder of your newly installed Voice Server. If you are upgrading to a version of Arc Software that stores the Voice Server database on a SQL Server, then you must use the Upgrade Utility to migrate the data into the Configuration Database. 1. Create a new DSN that points to your Voice Server Access Database file by following the steps described in section Creating a New DSN, page 48. 2. Run the Upgrade Utility. 3. Open the file menu and select 'Configuration > Select DSN'. 4. With the Select Data Source window open, use the drop down menu select the newly created DSN connection that points to your Voice Server Access Database file. There is no need to enter a Username and Password, so select Test Connection to confirm the connection to the file is ok. 5. Select the version of the database you are upgrading from. 6. Click Next. 7. Select the Target DSN. From the DSN drop down menu, select the Configuration Database connection (Default Configuration DB). 8. Enter the Username and Password to connect to the database and select test connection to confirm the connection to the Arc Configuration Database. 9. Select the version of the database you are upgrading to. 10. Click Finish to close the window. 11. In the file menu, select Configuration > Transfer Table. 12. In the Transfer Table window, select which tables to transfer to your Target DSN/Configuration Database. Select all the tables to transfer all the data to the Configuration Database. Do NOT select the "Delete All records before transferring" option as this will remove your existing system devices. 13. Select Start Transfer to close the window and start the migration process. Transfer Upgraded Configuration Database into the New Configuration Database So that the Arc system is using a 100% compatible schema for the version it is being upgraded to, it is required that as a final step of the upgrade process, the data be must be migrated out of the upgraded databases to the newly created databases in the earlier step. In order to be able to successfully transfer the data of the upgraded database into the newly created database, the following pre-requisites must be met:    Source and target databases must reside on same machine and on same SQL Server instance. User can however create the target database on another drive of same machine where the source database exists. Disk space required on target database drive should be four times the size of source database (data file size + log file size). The source and target databases have the same collation. In order to create a database with the correct collation, consult the white paper titled 'Creating a DB with a specific collation'. Arc Pro Installation Manual 45 Upgrade Plan The following steps describe how to migrate your data from one database to another. 1. From the file menu select 'Configuration > Select DSN'. 2. With the Select Data Source window open, using the drop down menu select the DSN connection for the existing newly upgraded Arc Configuration Database. If a DSN does not exist, you can create one by clicking New. 3. Enter the Username and Password to connect to the database and select test connection to confirm the connection to the Arc Configuration Database. 4. Select the version number of the database. This should be the version of Arc Pro you are upgrading to as this would have been the last version that you performed an over the top upgrade of the database with. 5. Click Next. 6. In the next window enter the same information for the Target DSN. Select the DSN that points to the newly created databases. This will allow you to copy the data from one database to the other. Select the correct Arc Application Version that you are upgrading to. This should be the same version you selected whilst configuring the Source DSN. Once you are happy with your selection, click Finish. If when performing the transfer the application displays time out errors, then it is recommended to deselect the 'Perform Transactional Log Shrink' option. Deselecting this option will also result in the database consuming more disk space after the transfer has completed. This option is not available on versions below 5.1.2 (SR1). 7. In the file menu, select Configuration > Table Transfer. 8. In the Transfer Table window, select all the tables required to copy the data for, and select the Bulk Copy option. You can select all the tables by using the Ctrl or Shift keys whilst selecting items in the table list. Click Start Transfer to start the process. 9. Once all tables have been selected, click Start Transfer to initiated the copying of data to the new databases. Upgrading Existing Logging Database In order to upgrade the Logging database, follow steps Upgrading Existing Configuration Database, page 43. and Transfer Upgraded Configuration Database into the New Configuration Database, page 45. During the process, whilst selecting the data source, be sure to check the option "Arc Log Database". Checking the Unique Numbers Once the above process has been followed, you will have a completely upgraded pair of Configuration and Logging databases that have the correct schema for the version of Arc Pro that you are upgrading to. Before starting the CT Server or editing the Configuration using the Administrator application, it is recommended that you run the unique number check one more time. Before this can be run, ensure that both your Configuration and Logging Databases are set to 'Open' in the Arc Administrator application. The Unique Numbers can then be checked by going to the 'Analyse Live System' menu and selecting the 'Unique Numbers' option. Upgrade Utility Features The Upgrade Utility also has other functionality as well as the previously discussed options. Different parts of this functionality become enabled depending on what version of the Arc Software is being used. The functions in this section are on the Configuration Menu. 46 Upgrade Plan Run SQL Templates Run SQL Template allows you to load an XML file into the Upgrade Utility that contains a series of SQL commands that would be run against a database. This may be required if there is a problem with your system and the Arc Solutions Support Team need to issue you with a fix that would make a change to your Configuration or Logging Database. In the Select XML Source file window, first click Browse and locate your file. Then once you have selected the file, click Run. During the scripts execution, a progress bar will appear displaying the current status. Once completed, a message box will be displayed informing you that the script has been executed. Transfer Table Transfer Table allows you to copy the contents of selected tables from your Source DSN to your Target DSN. This can be of use if you wish to make a backup or restore one particular table from your configuration database. To use this feature, 1. In the menu, choose Configuration > Select DSN. 2. Select the Transfer Table menu option. The Transfer Table window appears. 3. From the list of available tables in your source DSN database, you can select which tables that you wish to transfer data from to your target DSN, remembering that both databases must be of the same structure. By selecting the option of 'Delete all records before transferring', this will empty the target table before copying the data across when you click Start Transfer. Analyse Live System - Contacts This option is only available when the source database is version 3.0.3 and the destination database is 3.1.3 due to the structure of the Contact Directory. The option of analysing contacts in the live system allows you to browse through the contact directory stored in the configuration database and view each of the contacts their related alternate numbers. This allows you to remove inconsistencies that may exist and also associate any alternate number to a contact. The Contact Analysis window displays all contacts and extensions of their Alternate and Assistants in a tree view. Upon expanding a number that is associated to a contact, its details are then displayed in a table view. Depending on the status on a Contact in the Tree, it will have a colour code;   Blue - represents the number, which is associated with more than one contact. Red - represents the number that is not associated with any contact. By selecting a Contact and then selecting an alternate number from the table, you can link the two items by clicking Associate this Contact. Analyse Live System - Database Details The option of analysing the database details in the live system allows you to rebuild the values that are stored in the database using the values that are stored in the registry of the machine that the tool is being run on. By using the publishing mode registry setting, the tool looks for the Server details and then uses this information to compare and update its linked Database details records with the information that is stored as the currently open databases in the registry. This is recommended to be run if the Administrator application is reporting mismatches when opening configuration pages, or if you are having problems during the resilience installation. Analyse Live System - Phonetics The option of analysing the phonetics in the live system allows you to rebuild the values that are stored in the database that are used by the phonetics searching feature in the Operator Console. Arc Pro Installation Manual 47 Upgrade Plan Each contact in the directory has two values stored against it, and by running this option, these values are recalculated. If changing the system local of where your Arc database resides, it is recommended to run this option so that any new stemming processing can be carried out against the new local. Analyse Live System - Unique Numbers The option of analysing the unique numbers stored in the logging database allows you to recalculate the next available number to be used when creating new entries into the configuration database. If you are experiencing errors when trying to save configuration changes in the Administrator or Supervisor application, it is recommended to run this option so that any discrepancies in the unique numbers can be resolved. Creating a New DSN A database DSN is required to allow the DB Upgrade Tool to connect to the configuration or logging database to perform upgrades. The following is the process for creating a new database DSN for use with either a Microsoft Access, or Microsoft SQL Server database, 1. In Control Panel select Administrative tools. 2. In the Administrative Tools window, double click Data Sources (ODBC). Alternatively, go to Start > Settings > Control Panel > Administrative Tools and select Data Sources (ODBC). 3. In the ODBC Data Source Administrator window, select the System DSN tab, and then click Add. You then need to select the required database type that you are creating from either Access (See section Microsoft Access Databases, page 48) or SQL (See section Microsoft SQL Databases, page 48). Microsoft Access Databases 1. To Create a new DSN for an Access database, in the Create New Data Source window, select Microsoft Access Driver (*.mdb) and then click Finish. 2. In the ODBC Microsoft Access Setyo window, click Select, and then browse the Access database for which DSN is to be created. 3. Click OK. 4. The window will close and switch focus back to the ODBC Data Source Administrator. The list will be updated to show the newly created DSN. Click OK to finish. Microsoft SQL Databases 1. To create a new DSN for a SQL database, in the Create New Data Source window, select SQL Server and then click Finish. 2. In the next window, enter a user-friendly Name for the DSN that you are creating and enter the Server name where the SQL Server is located. 3. Click Next. 4. In the Create a New Data Source to SQL Server window, select the credentials for accessing the SQL Server database, and then click OK. 5. In the next window, select Change the default database, then select the database for the DSN to connect to. 6. Click OK. 7. The next window will show some configuration options for the DSN. The default values are ok to use. Click OK to finish - the wizard will allow you to Test the connection before taking you back to the list of DNS which will update to show your newly created DSN. 48 A: Arc Connect Resilience There are 3 levels of resilience that can be provided:    Basic Resilience - Calls forwarded to Cisco unified Communications Manager if Arc Server stops. TAPI Resilience - Cisco unified Communications Manager ensuring calls are handled in the event of a Cisco unified Communications Manager crash. Full Resilience - Covering the eventualities of a Cisco unified Communications Manager and/or an Arc Server crash. Scenario One - Basic Resilience This level of resilience should be configured on all Arc/Cisco unified Communications Manager installations. It provides for all incoming calls to be routed to a Cisco unified Communications Manager extension in the event of a failure of the Arc Server, or a re-homing of Cisco unified Communications Manager devices to a server that cannot be monitored by Arc. To set resilience up simply enter a Forward Unregistered destination on each of the Pre-Gateway device CTI Route Points. Arc Pro Installation Manual 49 Arc Connect Resilience Once the forward has been set it will activate immediately if the Arc Server is no longer monitoring the CTI Route Point. There are two scenarios where this may happen, a) If the Arc Server is stopped, including if the machine crashes, and b) the phones being monitored rehome to a different Cisco unified Communications Manager that is not being monitored by the TAPI user on the Arc Server machine. In release 3.0 of Cisco unified Communications Manager the TAPI user can only monitor a single Cisco unified Communications Manager. Release 3.1 the TAPI user is setup to monitor two CTI Managers, meaning that even if phones rehome, the TAPI seamlessly carries on monitoring the TAPI devices on the failover Cisco unified Communications Manager. Scenario Two - TAPI Resilience With the release of 3.1 of Cisco unified Communications Manager a TAPI user can monitor two CTI Managers. This feature allows auto failover of TAPI devices to a separate Cisco unified Communications Manager, while allowing the TAPI user to continue monitoring the devices against the same User profile. The Arc Server will be out of action for just a few seconds while the devices rehome. The Arc client users will see a message that their Device has gone out of service. The message will disappear from the screen once the device comes back into service. They can then carry on as normal. No action needs to be taken by the client. These CTI Managers reside as a service on a Cisco unified Communications Manager server. To provide this resilience, set up a backup CTI Manager on the TAPI configuration as shown: Scenario Three - Full Resilience Full resilience can now be provided for Arc installations. This covers all eventualities including the two above, but also in the event of an Arc Sever machine crash a second Arc server can take and process the incoming calls. On the Cisco unified Communications Manager there should be set up two identical configurations using different numbering plans. Then set up a new User Profile for the second Arc Server machine. This allows a second Arc Server to be active and ready to take calls. The User simply has to switch between the Main Arc Server and the Alternate Arc Server. This is done very easily from the relevant GUI. Within Cisco unified Communications Manager the Forward No Answer on the primary CTI Route Points that are the Pre CT-Gateway ports simply point to the relevant Route Point that is set for the secondary Arc Server. Once the call is routed to the new Route Point it will be routed into the Gateway set on the Secondary Server and then onto the clients, who have re attached himself or herself to the secondary server. A 3rd level of Arc resilience can be set by putting a Forward No Answer from the secondary Route Points to a Cisco unified Communications Manager device as in scenario One. 50 Arc Connect Resilience To summarise full resilience, Failed Application First Cisco unified Communications Manager Cisco unified Communications Manager Response Phones and CTI Manager Rehomes to secondary Cisco unified Communications Manager Arc Response Arc Server uses backup CTI Manager and automatically monitors rehomed extensions. Client extensions go Out of Service for a few seconds and then client can carry on as normal. First Arc Server Forwarding on CTI Route Points sends calls to secondary Route Points. Secondary Arc Server will automatically start receiving calls. They will be processed accordingly. Clients must manually point their applications to the secondary server. Second Arc Server Calls forwarded from primary Arc Server will be forwarded again to a third destination, likely a Cisco unified Communications Manager destination. N/A Redundancy The methods used to ensure the redundancy in the event of integration failure are: 1. Multiple hot-swap power supplies 2. Hot-swap Hard Drive arrays 3. UPS / power conditioners 4. RAID Recovery The software recommended for the backup recovery is Veritas Backup Exec 8.6. The steps to be followed for taking backup with Veritas Backup Exec 8.6 are as follows: This backup can be completed while the Arc Connect Server is started. The following sections of Arc Connect need to be backed up if a disaster recovery backup is not required. 1. The complete contents of C:\Program Files\Arc\. This assumes that the default destination directory is used. 2. The following section of the registry, HKEY_LOCAL_MACHINE\SOFTWARE\Arc Solutions 3. The Arc Log database, the location for SQL Server database files would be C:\Arcdata by default. This database needs to be backed up. 4. The Configuration database, the location for SQL Server database files would be C:\Arcdata by default. This database needs to be backed up. Restoring Arc Connect before restoring Arc Connect, ensure that the operating system with all service packs has been installed and the Host PBX TSP has been installed and configured. Arc Pro Installation Manual 51 Arc Connect Resilience Please remember that the Arc Connect solution as a whole must be re-registered and that the Arc Connect Server will not start until this is done. Please contact your reseller for new registration codes. Disaster Recovery Backup Simply ensure that the Arc Connect Server PC is backed up as a whole. The Arc Connect server can remain started throughout the whole backup procedure. Please ensure that the open files upgrade has been installed into Backup Exec. This is required as all the above files and directories will be open / contain open files. If this is not done, any restore procedures will not work. 52 B: Arc Connect Resilience FAQs The following questions and answers provide troubleshooting information regarding Arc Connect Resilience. If the answers below do not satisfy your query, please contact us. The contact information is provided in Section 5 of this document. Q1: When installing resilience the wizard asks for an Administrator account, which account should I use? Ans. During the installation, the wizard makes changes to the operating systems configuration and thus requires access to the registry and to the services running on the machine that is hosting the SQL Server for the systems databases. It is recommended that you use an account that has administrator access for both the Publisher and Subscriber machines, i.e. a domain administrator account. In the case of a setup that is not installed on a domain, then use an account that exists on both servers that has the same password. Q2: When installing resilience on the Subscriber I receive an error during the replication installation for the logging database. The Arc Administrator log files report �The operation could not be performed because OLE DB provider "SQLNCLI10" for linked server "server name" was unable to begin a distributed transaction.’, what do I do? Ans. If the Publisher and Subscriber were built from an image then there is a good possibility that both machines have the same GUID for the MS DTC service that is used as part of the logging database replication and thus the two machines cannot establish a connection with each other. On the subscriber run “msdtc –uninstall” from a command line followed by “msdtc –install” and then reboot the machine. Once the subscriber has rebooted, run the uninstall resilience wizard followed by the install wizard. To troubleshoot MS DTC problems, it is recommended to use the MS DTC Ping utility that can be downloaded from Microsoft’s website. http://blogs.msdn.com/b/distributedservices/archive/2008/11/12/troubleshooting-msdtc-issueswith-the-dtcping-tool.aspx Q3: When installing resilience on the Subscriber I receive an error during the replication installation that it could not link the databases, what do I do? Ans. To resolve this close and reopen the configuration and logging databases via the administrator tool. Q4: Can I create new configuration and log database after resilience is installed? Ans. No. Once resilience is installed you will no longer be able to create new databases via the Arc Administrator. In order to create a new database, you will be required to uninstall resilience first. Once this has been done you will then be able to create databases again. Q5: Can I change data from/whilst connected to the Subscriber? Ans. No, once resilience is installed, all offline configuration changes including those for the subscriber (devices, queue locations and DDI filters) should be made from the Publisher configuration tool. All online configuration changes can only be made whilst connected to the Publisher Server. Q6: I have resilience installed successfully, however whenever I try to make an online configuration change, it doesn’t let me because the �Inter Server Communication Chanel’ is down. What do I do? Arc Pro Installation Manual 53 Arc Connect Resilience FAQs Ans. In a resilient setup, the publisher and subscriber servers talk to each other via a communication channel that is setup up over the service called �Active MQ’. If this service is not available and thus no communication can be carried out between the servers, then any online changes cannot be made as this information would not be able to be passed to the subscriber server which would result in there being differences between the two systems. The Active MQ service is dependent on Java, so check to make sure that Java is successfully installed and working, and check that the Active MQ service is started. Q7: What is the difference between Online and Offline configuration changes? Ans. An online configuration change is made via the Supervisor or Console application. This configuration change is carried out by informing the publisher server about the change which in turn allows the subscriber server to be notified via the Inter Server Communication Channel. This type of change means that both servers are notified about the change and thus are not required to be restarted for that change to take effect. An offline configuration change is made via the Arc Administrator tool. These changes are written directly to the database and thus because of this neither server is aware of the change. In this case in order for the server to apply that change, it is required to be restarted (both on the publisher and the subscriber). Q8: What is the difference between the terminology of Partial and Full Failover? Ans. Full failover means that a client will not be able to connect to the CT Server due to the server not running thus resulting in a client failing over to another server. When a server is in Partial Failover, clients can still connect to the CT Server, however they will be instructed to failover to another server. Q9: When can Global Partial Failover occur? Ans. Global partial failover will occur when any of the below happens:     CT Server loses its TCP/IP connection from the CTI Server. CT Link of the default CT Driver becomes inactive. Pre CT Gateway devices belonging to default CT Driver becomes OOS. Gateway devices belonging to default CT Driver becomes OOS. Q10: What is Community Based Partial Failover? Ans. If a community has been enabled for partial failover, then when the conditions have been met for failover to occur, users that are within that configured community will be asked to failover to the other server. All other users that are not within that community will be left on their currently connected server. Q11: When can Community Based Partial Failover occur? Ans. Community based partial failover will occur when any of the below happens:    CT Link of the community based CT Driver becomes inactive. All the Pre CT Gateway devices belonging to the community becomes OOS. All the Gateway devices belonging to the community becomes OOS. Q12: Can I manually switch between a Publisher and Subscriber server? No. The clients are controlled by the Servers as to which server they are required to be connected to. This is due to the new feature of Community Failover where some users may be connected to one server and another community connected to the other server. Q13: What should I do if data isn’t being replicated between Publisher and Subscriber server? This may be because the SQL Server is unable to access a database, in which case you need to reinitialise replication for that database. Run the Arc Administrator application on the Publisher, select the appropriate database, select the Maintenance tab, and then click Reinitialise. 54 C: OCS Client Certificate Verification & Installation Verifying That the Certificate Is Installed on the Application Hosting Computer The Arc OCS Server using the server platform or TLS or MTLS must be trusted by Office Communications\Lync Server. To enable this trust relationship, the application must present to the server the hosting computer's certificate, which must be issued by a CA common to both the application hosting computer and the Office Communications\Lync Server hosting computer. To ensure that the Arc OCS Server runs successfully, make sure that the proper certificate is installed. If the required certificate is not installed, you must then install the required certificate. To verify that the certificate is installed on the computer that hosts the Arc OCS Server, perform the following steps: 1. Log on as a Domain Administrator to the computer where the Arc OCS Server is to be installed and run. 2. Open an MMC window by typing mmc at a command prompt or by clicking Start, Run, and then typing mmc. 3. On the MMC Console Root, click File, and then click Add/Remove Snap-In to add the Certificates Snap-In. 4. In the Add Or Remove Snap-Ins dialog box, under Available Snap-Ins, double-click Certificates. 5. On the Certificates snap-In page, under This Snap-In Will Always Manage Certificates For, select Computer Account, as shown here, and then click Next. 6. On the Select Computer page, select Local Computer, and then click Finish. This adds the local computer to the selected snap-in list. 7. In the Add/Remove Snap-Ins window, click OK to display the certificates that are installed on the computer. 8. In the Console Root, in the left pane, expand Personal, and then click Certificates to display available computer certificates. Installing a Computer Certificate on the Arc OCS Server If the computer certificate has not been installed, you can request one from your CA or import one that you have requested previously. To request a new certificate and install it on to the Arc OCS Server computer, perform the following steps: 1. In the Console Root, in the left pane, expand Personal, right-click Certificates, click All Tasks, and then click Request New Certificate. 2. In the Certificate Enrolment Wizard, on the Before You Begin page, click Next. 3. On the Request Certificates page, select Computer, and then click Enrol. Arc Pro Installation Manual 55 OCS Client Certificate Verification & Installation 56 D: OCS Application Endpoint Verification & Installation This sections describes:   Verifying the existence of the Application Endpoint, page 57 Creating an Application Endpoint for the Arc OCS Server, page 57 Verifying the existence of the Application Endpoint In order for the Arc OCS Server to be able to connect to the Microsoft Office Communications\Lync Server, an Application or User Endpoint must be created on the Domain. This involves an entry being created into the Active Directory of the Domain that the Microsoft Server resides on. During the installation process, if the necessary rights to the domain are given and the Microsoft Office Communications Server 2007 R2 option is selected, then an Application Endpoint is automatically created with the details specified. In other instances, the Application Endpoint would have been manually created using the Powershell script generated by the installer. To verify that the Application Endpoint has been created as per those details, perform the following steps: 1. Log on as a Domain Administrator to the computer where the Arc OCS Server is to be installed and run. 2. Browse to the folder of where the Arc OCS Server has been installed to and open the 'Utilities' folder. 3. In this folder there are two utilities that let you perform actions on the domain with regards to Endpoints: • UTILEP.EXE • UIUTILEP.EXE - The OCS Configuration utility - A command line driven application 4. Launch the OCS Configuration Utility. 1. In the configuration utility, open the Host Authorisation tab. 2. On the Host Authorisation tab, click Get Trusted Services (Application Endpoints). This will then request a list of the available application endpoints on the domain. 3. By default, the installation procedure creates an application endpoint that contains ArcOCSServer followed by the computer name of the machine that the server was installed onto. Inspect the list that has been displayed in the lower half of the configuration utility to see if the name exists. If it is not in the list, then the installation procedure failed to be created application endpoint. Creating an Application Endpoint for the Arc OCS Server Microsoft Office Communications Server 2007 R2 If the application endpoint has not been created, you can use the utility to create one on the domain. To create an application endpoint for the Arc OCS Server, perform the following steps: 1. Open the Application Endpoint tab in the configuration utility. 2. Click the Get Domain Setting so that form is populated with the domain information. 3. Enter the application endpoint name into its specified box, for example 'ArcOCSServerComputerName' which is what the installation procedure uses. Arc Pro Installation Manual 57 OCS Application Endpoint Verification & Installation 4. Enter the port number for the application endpoint to use, for example '55001' which is what the installation procedure uses. 5. Enter the fully qualified domain name of the computer where the Arc OCS Server has been installed on to. 6. Enter a contact URI for the application endpoint to use, for example 'sip:[email protected]' which is what the installation procedure uses. 7. Enter the fully qualified domain name of the Microsoft Office Communication Server that the Arc OCS Server is to communicate with. 8. Once you have entered all the required information, click Add and the configuration utility will attempt to create the application endpoint into the active directory of the domain. After the Contact object is created there is a delay of about ten minutes before the Contact object replicates from Active Directory domain services to the server. 9. The configuration utility will output information of the process to the bottom half of the screen detailing if it was successful or if it failed. If the utility fails, the common reason is that the application endpoint name or port is already in use as another endpoint of the domain and thus you need to make sure that the details entered are unique to the domain. 10. After the application endpoint has been successfully created, use the Arc OCS Server Manager to configure the server to use the correct application name. Microsoft Lync Server 2010 and Onwards During the installation of the Arc OCS Server, if this Microsoft server platform type is selected, then the installer is unable to automatically create the Application Endpoint for you. Instead it will use the details you have entered and generate a Microsoft Powershell script file on your desktop. This file is called "Arc Pro AEP.ps1". In order to create the Application Endpoint using the generated script file, perform the following steps: 1. Log on to the Microsoft Lync Server using an domain administrator account. 2. Copy the powershell script file to the Microsoft Lync Server (for example the desktop) so that it can be run. 3. Open the Lync Server Management Shell command window. This can be found in the start menu under the Microsoft Lync Server folder. 4. Once the new command window has opened, run the powershell script file. This can be done by first entering a full stop into the command line, followed by the full name and path in double quotes of where the script file exists. An easy way of doing this is by pressing the "." key, and then dragging the file into the command window. This will then populate the full name and path allowing you to just press the Enter key to execute the command. 5. Upon executing the file, you should then begin to see different commands being run in the command window. If you see any red text during the execution of the script, then it is more than likely that the creation of the Application Endpoint has failed. If this is the case, please see you Microsoft Lync Server administrator for more information as to why the script failed. After the Contact object is created there is a delay of about ten minutes before the Contact 58 OCS Application Endpoint Verification & Installation object replicates from Active Directory domain services to the server. 6. After the script has finished executing, ensure that the Arc OCS Server has the correct configuration settings, and restart it using the Arc OCS Server Manager application. Arc Pro Installation Manual 59 OCS Application Endpoint Verification & Installation 60 E: Mass Deployment/Silent Installs The Client Applications (Attendant Console, Agent, Wallboard and Supervisor) installations are built using the Installshield architecture. This architecture gives system administrators ability to mass deploy the software by installing it in silent mode by using an Answer File that in basic terms, contains all the values required to automatically populate the dialog boxes that are displayed by the installer. In order to perform a silent installation, an Installshield Answer File is required. To create an Answer File, run the installer with the /r (record) switch by passing it as a parameter from a command line. Once the installer starts, proceed through the dialog boxes and complete the installation. This will create a setup.iss file and place it in the C:\WINDOWS directory (this is the default location that Installshield creates the file). This file will include all of options set in the Installshield dialog boxes, allowing unattended installations to be performed as if the same answers were given again. Once an Answer File file has been created (setup.iss), copy the file to the same location as the install package and then run the installer with the /s (silent) option. This will perform an unattended installation automatically using the setup.iss file placed in the same directory as it. If just using the /s option, the installer will fork a separate process and exit, meaning it will return immediately. Therefore in order to run the install and wait for it to finish before continuing with a script, the switch /sms, can be used. Therefore, when deploying an application via a command line script, it is best to provide both the /s and the /sms switches. If it is required to run the installer with an answer file that does not reside in the same directory as the installer, then the /f1 (filename) switch allows you to specify a fully-qualified alternate name for the setup.iss file. Note that there must be no space between the /f1 switch and the file name. This switch works both with /r to create the file and with /s to read it. If logging is required from the install process, then the /f2 (filename) switch can be used to specify a log file. Once again, there must be no space between the switch and the file name. An example of running the installer in silent mode without any prompts: Arc_Operator_Setup.exe /s /sms /f1c:\temp\operator.iss The following websites are good resources on Installshield and the use of its Answer File. http://unattended.sourceforge.net/installers.php http://www.appdeploy.com/tips/detail.asp?id=18 Arc Pro Installation Manual 61 Mass Deployment/Silent Installs 62
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