ShoreTel Communicator
TAC Webinar Series
August 7, 2014
Today’s Presenters and Experts
Joe Inocencio
Advanced Support
Engineer
Alex Hui
Senior Software
Engineer
© 2014 ShoreTel, Inc. All rights reserved worldwide.
Manikanta Venkatesh
Lead Build and
Release Engineer
Steve Young
Escalations
Engineer
Katy Hafner
Senior Business
Analyst
1
ShoreTel TAC Webinars
• Partner sessions
• Technical experts provide product training and interact with
partner technical leads
• Share TAC best practices and FAQs
• Next Webinar: TBD
• Date and Time: October 2014
• Presenter: George Kassab
© 2014 ShoreTel, Inc. All rights reserved worldwide.
2
Agenda
• Overview
• Messaging Protocol: CAS
• Outlook Functions and Add-Ins
• Log Collection / Troubleshooting
• Q&A
© 2014 ShoreTel, Inc. All rights reserved worldwide.
3
Communicator Evolution
• PCM – Personal Call Manager
• Inception to ShoreTel 7.5
• Utilized MAPI, TAPI, and CSIS
• Communicator
• ShoreTel 8.0 to 12.x
• Rebuilt software engine, move to 64-bit
• Communicator 2.0
• ShoreTel 13.0 onward
• Complete client rebuild, CAS protocol
© 2014 ShoreTel, Inc. All rights reserved worldwide.
4
Communicator – Versions and Features
• Communicator for Windows (CMWin)
• Communicator for Mac (CMMac)
• Communicator for Web (CMWeb)
• Communicator for iPhone/mobile (CMiphone)
© 2014 ShoreTel, Inc. All rights reserved worldwide.
5
Communicator – Primary Features
• Call functions: Dial/Answer/Conference/Transfer/etc.
• Panes: Voicemail, Directory, Contacts, History, Call Details
• Programmable Toolbars
• Call Handling Mode changes
• Configure External Assignment/ Additional phones
• Personalized Call Handling
• Voicemail-to-email notification (.wav file)
• Outlook Integration
• Voicemail playback
• Contacts import
• Calendar CHM changes
• Web Conferencing
© 2014 ShoreTel, Inc. All rights reserved worldwide.
6
Communicator – Special Features
• Workgroup Monitor/Agent Monitor
• Softphone
• Video
• Contact Center Integration – Requires Contact Center
• Call Recording – WG Supervisor or Operator license required to record
Others’ calls
• Instant Messaging – Requires conference server
© 2014 ShoreTel, Inc. All rights reserved worldwide.
7
Agenda
• Overview
• Messaging Protocol: CAS
• Outlook Functions and Add-Ins
• Log Collection / Troubleshooting
• Q&A
© 2014 ShoreTel, Inc. All rights reserved worldwide.
8
Communicator – CAS Messaging Basics
• CAS: Client Access Service
• Since ShoreTel 13, the CAS protocol is used for
all communication with the ShoreTel Servers
• CAS operates from the client by sending JSON
(JavaScript Object Notation) requests to the
managing server
© 2014 ShoreTel, Inc. All rights reserved worldwide.
9
Communicator – CAS Login
• All Communicator clients should “point to” the HQ
server on setup, and HQ will redirect login requests to
the user’s Home Server DVS if necessary
• Communicator Clients log-in to their Home Server
• The Home Server is….
The Server
that manages the SG Switch
where the user’s extension is assigned
© 2014 ShoreTel, Inc. All rights reserved worldwide.
10
Communicator – CAS Login
CAS Login from the client is a 2-step process:
1) Session Manager login – get SessionID or Token Key
• User Authentication
2) CAS login uses Session Key to sign in to services
• Feature Authentication
• Note: Make sure Port 80 and Port 5447 are open
© 2014 ShoreTel, Inc. All rights reserved worldwide.
11
Agenda
• Overview
• Messaging Protocol: CAS
• Outlook Functions and Add-Ins
• Log Collection / Troubleshooting
• Q&A
© 2014 ShoreTel, Inc. All rights reserved worldwide.
12
Outlook Add-ins and Functions
Outlook Add-ins –
Unified Communications
© 2014 ShoreTel, Inc. All rights reserved worldwide.
13
Outlook Add-ins and Functions
• Add-ins are built on VSTO: Microsoft’s Visual Studio Tools for Office
• Outlook Add-ins:
• Voicemail Add-in controls voicemail forms to display and playback VM
• Contacts Upload Add-in reads contacts and synchs with HQ server
• Call Handling Mode Add-in controls CHM changes when meetings start/end
• Conference Add-in manages Service Appliance conferencing
• CAS Connection Add-in provides back-end CAS services for ALL other Addins
© 2014 ShoreTel, Inc. All rights reserved worldwide.
14
Outlook Add-ins and Functions
• Don’t confuse “Outlook Integration” voicemails with “Send .Wav
file as attachment” voicemails in Outlook
© 2014 ShoreTel, Inc. All rights reserved worldwide.
15
Outlook Add-ins and Functions
• For “Outlook Integration” voicemails, CAS notifies Outlook when
an email has been left in the user’s voice mail box, so the VM
Add-in inserts a line in the Inbox to display the playback form
• The .wav attachment option is an actual email message that is
sent from the voice mail server through SMTP host to the user’s
email box
• Note: This does NOT require Communicator to be installed
© 2014 ShoreTel, Inc. All rights reserved worldwide.
16
Agenda
• Overview
• Messaging Protocol: CAS
• Outlook Functions and Add-Ins
• Log Collection / Troubleshooting
• Q&A
© 2014 ShoreTel, Inc. All rights reserved worldwide.
17
Log Collection and Troubleshooting
• Server logs are located in the usual location
• Default = C:\Shoreline Data\Logs
• Client logs are located on the PC in user’s Profile directory
• Default = C:\Users\<username>\AppData\Roaming\ShoreWare
Client\Logs
© 2014 ShoreTel, Inc. All rights reserved worldwide.
18
Log Collection and Troubleshooting
Client logs can be
located easily from the
Ctl-F12 “Support and
Debugging” screen
Press Ctl-F12 while the cursor is in
the QuickDial Bar of CMWin
© 2014 ShoreTel, Inc. All rights reserved worldwide.
19
Log Collection and Troubleshooting
On the same page,
Client Log files can be
sent via email by
selecting the button to
“Send Client Logs”
© 2014 ShoreTel, Inc. All rights reserved worldwide.
20
Log Collection and Troubleshooting
The button launches the
“Send Client Logs”
applet, which allows the
user to select the option
to Generate an email
Modify the “To:” address in the
email to send to yourself or the
ShoreTel tech requesting logs
© 2014 ShoreTel, Inc. All rights reserved worldwide.
21
Log Collection and Troubleshooting
The Support and
Debugging (Ctl-F12)
window also displays
valuable information
under ‘Server Status’
© 2014 ShoreTel, Inc. All rights reserved worldwide.
22
Log Collection and Troubleshooting
In Communicator for Web,
users can hit Ctl-F9 to open
logging window
Checkboxes are available to
select types of messages:
• GUI - graphical user interface
msgs
• CAS - server connection msgs
• DataAPI - changes to the
database
• Plugin - email issues
• Select All selects contents of the
Tracing Window for copy/paste
to a doc or email
© 2014 ShoreTel, Inc. All rights reserved worldwide.
23
Log Collection and Troubleshooting
In Communicator for Mac, users
also hit Ctl-F9 to open logging
window
Again, checkboxes are
available to select types of
messages:
•
•
•
•
•
GUI - graphical user interface msgs
CAS - server connection msgs
DataAPI - changes to the database
Plugin - email issues
Select All selects contents of the
Tracing Window for copy/paste to a
doc or email
© 2014 ShoreTel, Inc. All rights reserved worldwide.
There are additional logs available via the Mac
“Console” application utility, under the path:
~/Library/Logs – ShoreTel – Communicator<date>.log
24
Log Collection and Troubleshooting
If Communicator clients cannot connect, first
make sure these TCP and UDP Ports are open:
• Port 80 (http)
• Port 5447 (Session Manager / CAS)
Client PC
© 2014 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
Server
25
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Client PC
© 2014 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
Server
26
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Client PC
© 2014 ShoreTel, Inc. All rights reserved worldwide.
Session Token Created
in Director-.log
or Director2-.log
ShoreTel
Server
27
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Session Token Created
in Director-.log
or Director2-.log
Client PC
ShoreTel
Server
CAS Login
Request
in ShoreTelClient-.log
© 2014 ShoreTel, Inc. All rights reserved worldwide.
28
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Session Token Created
in Director-.log
or Director2-.log
Client PC
ShoreTel
Server
CAS Login
Request
in ShoreTelClient-.log
CAS request received
in IPDS-.log
© 2014 ShoreTel, Inc. All rights reserved worldwide.
29
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Client PC
10:59:12.730 P/TID 5892/PCMMainThread
[PCMForm]CAS_CASConnectionEvent: CAS:
SessionRequest OK
http://10.10.100.25/sm_login/sm_login.asp?
user-id=Jfrost&password=7f0c7171456d6d3f706d3c6e
403d6e6e3e423d426f3d4143446d447141413d3d4241&ismd5
=1&app-id=cmwin.19.42.2005.0&timeout=max
© 2014 ShoreTel, Inc. All rights reserved worldwide.
ShoreTel
Server
30
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Session Token Created
in Director-.log
or Director2-.log
ShoreTel
Server
Client PC
Director 18268: 10:59:13.340 [session]
[/sm_login/sm_login.asp] created user session
[0a02028ccae736cf2b1b741e13074cb2321a0ec27085cc7e]
for user[JFrost] from[cmwin.19.42.2005.0]
[10.10.100.84]
© 2014 ShoreTel, Inc. All rights reserved worldwide.
31
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Session Token Created
in Director-.log
or Director2-.log
Client PC
CAS Login
Request
in ShoreTelClient-.log
ShoreTel
Server
10:59:13.789 P/TID 8684/PCMMainThread
[PCMForm]CAS_CASConnectionEvent: CAS: LoginRequest OK
http://10.10.100.25:5447/Login?timeout=6:
{"username":“JFrost","user-auth-token":
"0a02028ccae736cf2b1b741e13074cb2321a0ec27085cc7e","us
er-role":"admin_role","client-type":3,"appid":"cmwin.19.42.2500.0"}
© 2014 ShoreTel, Inc. All rights reserved worldwide.
32
Log Collection and Troubleshooting
If Communicator clients cannot connect, follow
the logs:
Session
Request
in ShoreTelClient-.log
Session Token Created
in Director-.log
or Director2-.log
Client PC
ShoreTel
Server
CAS Login
Request
in ShoreTelClient-.log
CAS request received
in IPDS-.log
10:59:13.940 ( 3124: 6156) >FinishClientLogin.
Username=‘JFrost', ip='10.10.100.84', appid='cmwin.19.42.2005.0'. Error=0, DN='3150'.
© 2014 ShoreTel, Inc. All rights reserved worldwide.
33
Log Collection and Troubleshooting
Further CAS requests are also logged in the server’s IPDS log:
09:24:20.399 ( 4408:11504) #ccoid=0x20000015#
09:24:20.399 ( 4408:11504) CAS state change: 7507 00040000-189c-5331-be170010492eb7b1 Old: On Hold 0xc New: Connected 0x17
9:24:22.261 ( 4408: 8688) >Processing JSON cmd (dn=3120, ip=10.11.1.120,
tick=1283012421): {"topic":"tel","message":"make-call","timestamp":
1398691469282,"sequence-id":103,"request-id":103,"dest":"+1 (724) 6493655","guided-conf-transfer":true}#dn=2120,ip=10.11.1.120,
app=cmwin.19.41.5003.0, sid=1272506268#
09:24:22.261 ( 4408:10884) CJSONRequestHandler[ProcessJSONRequest]: Entry strTopic=tel
09:24:22.262 ( 4408:11004) #dn=2120,ip=10.11.1.120,app=cmwin.19.41.5003.0,
sid=1272506268,ccoid=0x20000034#
09:24:22.262 ( 4408:11004) Placing call
09:24:22.262 ( 4408:11004) Ext: 3120
09:24:22.262 ( 4408:11004) Number: +1 (824) 555-3678
09:24:22.262 ( 4408:11004) NameHint: NULL
09:24:22.262 ( 4408:11004) Mode: 0
09:24:22.262 ( 4408:11004)
#dn=2120,ip=10.111.1.120,app=cmwin.19.41.5003.0,sid=1272506268,ccoid=0x20000034#
09:24:22.262 ( 4408:11004) Parsed dialable number
...
© 2014 ShoreTel, Inc. All rights reserved worldwide.
34
Outlook Integration Problems
Each Add-in has its own client log file located with the other
Communicator client logs
Outlook Add-ins:
•
•
•
•
•
Voicemail
Contacts
Call Handling Mode
Conference
CAS Connection
© 2014 ShoreTel, Inc. All rights reserved worldwide.
STVMAddIn*.log
ContactUploadAddIn*.log
CHMAddIn*.log
UCBAdd-in*.log (Unified Conference Bridge)
CASConnHostAddIn-*.log
35
Outlook Integration Problems
Each Add-in has its own client log file located with the other
Communicator client logs
Outlook Add-ins:
•
•
•
•
•
Voicemail
Contacts
Call Handling Mode
Conference
CAS Connection
© 2014 ShoreTel, Inc. All rights reserved worldwide.
Remember to check the
CASConnHostAddIn log for
any add-in problems,
because all ShoreTel Add-ins
use it to connect to the server
CASConnHostAddIn-*.log
36
Outlook Integration Problems
Check for Inactive or
Disabled Add-ins
© 2014 ShoreTel, Inc. All rights reserved worldwide.
37
Outlook Integration Problems
Check for Inactive or
Disabled Add-ins
Reactivate Add-ins by
Managing the COM
Add-ins
© 2014 ShoreTel, Inc. All rights reserved worldwide.
38
Outlook Integration Problems
Clicking the ‘Go’ button
displays a window to
activate or de-activate
Add-ins
© 2014 ShoreTel, Inc. All rights reserved worldwide.
39
Outlook Integration Problems
If an Add-in will not stay active, check to make sure the
correct VSTO engine is installed
Windows > Control Panel > Programs and Features
© 2014 ShoreTel, Inc. All rights reserved worldwide.
40
Outlook Integration Problems
If Add-ins are
DISABLED
© 2014 ShoreTel, Inc. All rights reserved worldwide.
41
Outlook Integration Problems
If Add-ins are
DISABLED
Use the Drop-down to
access “Disabled Items”
© 2014 ShoreTel, Inc. All rights reserved worldwide.
42
Log Collection and Troubleshooting
You will see a window that allows
Add-ins to be re-enabled
© 2014 ShoreTel, Inc. All rights reserved worldwide.
43
Agenda
• Overview
• Messaging Protocol: CAS
• Outlook Functions and Add-Ins
• Log Collection / Troubleshooting
• Q&A
© 2014 ShoreTel, Inc. All rights reserved worldwide.
44
Questions?
• Please submit questions via the Question Pane on the right hand
side of your GoToWebinar screen
• ShoreTel Panel
• Joe Inocencio, Advanced Support Engineer
• Steve Young, Escalations Engineer
• Alex Hui, Senior Software Engineer
• Manikanta Venkatesh, Lead Build and Release Engineer
© 2014 ShoreTel, Inc. All rights reserved worldwide.
45
Next Webinar
• Stay tuned for an invite to the next ShoreTel TAC webinar
• Feedback? Questions? Please fill out the survey you will receive
in your inbox in the next few days.
© 2014 ShoreTel, Inc. All rights reserved worldwide.
46