Cisco ICM Software Release 4.6 CTI Programmer's Guide - Installing Components (Release 4.6) [Cisco Computer Telephony Integration Option]

Table Of Contents

Installing Components

Installing Cisco CTI Desktop

System Requirements

Before You Run Setup

CtiConfig.ini

Running Workstation Setup

Disabling Installation Continuation

Disabling COMMonitor

Running Distribution Setup

Verifying Your Installation

Redistribution Files

Installing IPCC/Media Termination

Hardware Requirements

Software Requirements

CTI Toolkit Installation

Configuring Media Termination

Verifying Media Termination Registration with Cisco CallManager

Cisco CallManager Admin: Associate the Media Termination with the PG User

Add a New Device Target for Media Termination

Uninstalling Media Termination

Troubleshooting

Installing JavaClient

Installing CTISim and CTITest

Installing CTI Server, DispCTI, and dumplog

Installing Components

This chapter discusses how to install the various components of Cisco CTI. These components include:

•CTI Desktop

•IPCC/Media Termination

•JavaClient

•CTISim, CTITest

•CTI Server, DispCTI, dumplog

Installing Cisco CTI Desktop

This section describes how to use the Setup program to install desktop components. (Setup.exe is found in the CTI Desktop directory of the Cisco CTI CD.) You can use this Setup program to install one or more of the following services for application development use on a Microsoft platform:

•CTIClient

•Desktop Control Server (DCS)

•Softphone Controls

•CTI Desktop Softphone

This section also provides the following information:

•System requirements

•Things you need to know before you run the Setup program

•Instructions for running the Setup program to perform an installation that will be used only on a particular workstation

•Instructions for running the Setup program to perform an installation that will be used to distributively install desktop components on multiple workstations

System Requirements

The CTI Desktop components require an IBM PC or 100% compatible computer with a Pentium 90Mhz or faster processor. Your computer must have at least 32 megabytes of RAM. Trace file logging requires at least 10 megabytes of disk storage.

CTIClient, the Desktop Control Server, the Softphone Controls, and CTI Desktop Softphone can run on either Windows NT 4.0 with Service Pack 3 or later, or Windows 95, 98, 2000 or ME.

Before You Run Setup

You need to know the following information before you run the Setup program:

•CTI Server Information. During the Setup program, you need to supply the name or IP address and the port number for the two CTI Server systems, System A and System B (if present).

Note If you are using CTISim rather than a real CTI Server, the name of System A is localhost; the System A port number is 199. (Similarly for the name of System B and the System B port number.)

•Peripheral ID. This value identifies the switch to which your telephone is connected. The ICM Configuration Manager returns the peripheral ID when the system manager configures the peripheral. If using CTISim, the peripheral ID should be set to 1.

•Softphone Call Variables. If you are installing CTI Desktop Softphone, you need to decide which call variables you want to appear in the Call Appearance Manager section of CTI Desktop Softphone.

•Softphone Agent Statistics. If you are installing CTI Desktop Softphone, you need to decide which agent statistics you want to appear in the Agent Statistics section of CTI Desktop Softphone.

•Softphone Skill Group Statistics. If you are installing CTI Desktop Softphone, you need to decide which skill group statistics you want to appear in the Skill Group Statistics section of CTI Desktop Softphone.

CtiConfig.ini

Regardless of which components you choose in Setup, a file called CtiConfig.ini is automatically created, with default settings.

You can create a different .ini file, with customized settings, by using the Desktop Control Server command Connect() or the CTIClient command OpenSessionViaConfig(). See the Cisco ICM Software Desktop Control Server Reference Guide or the Cisco ICM Software CTIClient Reference Guide.

Note If you change CtiConfig.ini while your soft phone or other Desktop-based application is running, you must restart your application for the changes to take effect.

Running Workstation Setup

To run the Setup program so as to install desktop components on a single workstation, perform the following steps:

Step 1 Log in with administrator privileges.

Step 2 Locate and run the program Setup.exe in the CTI Desktop directory of the Cisco CTI CD. A welcome screen appears.

Step 3 Click the Next button. On the screen that appears, select Workstation Setup.

Step 4 Click Next. The Select Components screen appears. It contains the options:

•CTIClient

•Desktop Control Server

•Softphone Controls

•CTI Desktop Softphone

Step 5 Select the components that you want to install. If you want to change the installation directory, click Browse and select a new directory.

Step 6 Click Next. The CTI Server Information screen appears.

Step 7 For CTI Server System A and CTI Server System B, enter the Name or IP Address. Enter a Port number for each system; if a Port number value is defined in your registry, this value appears as a default. If there is no System B, you can disregard that section of the screen. Click the Next button.

Step 8 Specify the Peripheral ID value in the text box. If you wish to disable installation continuation (discussed below), check the appropriate box. If you wish to disable COMMonitor (discussed below), check the appropriate box. Click the Next button.

Step 9 If you are not installing CTI Desktop Softphone, skip to Step 13. If you are installing CTI Desktop Softphone, the Softphone Call Appearance Manager Configuration screen appears.

Step 10 Select the call variables that you want to appear in the CTI Desktop Softphone call appearance manager. To select a variable, click it and then click the Add button; the selected variable appears in the right hand list. (If you wish to remove a variable from this list, click it and then click the Remove button.) Multiple variables can be selected by using Shift-click or Ctrl-click. All the variables can be selected at once by simply clicking the Add All button.

When you are done selecting call variables, click the Next button. The Softphone Agent Statistics screen appears.

Step 11 Use the same procedure as Step 10 to select the agent statistics that you want to appear in the soft phone agent statistics area. Click Next.

Step 12 Use the same procedure as Step 10 to select the skill group statistics that you want. Click Next; a Start Copying Files screen appears.

Step 13 Confirm that the settings are correct. Click Next to begin the installation process.

A final screen appears to notify you that the Setup program is complete and that installation was successful.

Disabling Installation Continuation

As indicated in Step 8 above, you can disable installation continuation.

During installation there are times when shared system dlls must be upgraded to a newer version. When this happens, installation must take place in two steps with a reboot in between. The first step is the copying of the new system files to the system. After reboot these files are updated and the second step of the process—called "installation continuation"—is run in order to complete the installation. Installation continuation is designed to register several components of the CTI desktop. It assumes they are in the directory from which installation continuation is run. The following is a list of the components installation continuation registers: CtiTraceServer.exe, ComMonitorMarshal.dll, ComMonitor.exe, CMIntercept.dll, GeoDcs.exe.

If you check the "Disable installation continuation" option, this process is not automatically run the next time that the user reboots. This process can be run manually at some later time to complete the installation. CTI Desktop will not work properly until such time as this process is run (or the equivalent commands executed). You can, if you wish, simply rerun Workstation Setup, with the option unchecked, to achieve the desired effect.

To run installation continuation manually, type the following:

secondstep -nocheck
Installation continuation must be run from the directory the CTI Desktop is installed to. It must also be run before any CTI applications or development applications are used. The -nocheck argument bypasses the verification mechanism that determines whether installation continuation is allowed to run or not. There is no harm in running installation continuation more than once. If you attempt to run the installation continuation process from a command line without the -nocheck argument, it will not run.

Disabling COMMonitor

As indicated in Step 8 above, you can disable COMMonitor.

If you check the "Disable COMMonitor on Desktop" option, this causes the creation of a disabling registry entry in HKEY_LOCAL_MACHINE\Software\Geotel\CTI Desktop\ComMonitor.

Running Distribution Setup

To run the Setup program so as to be able to distributively install desktop components on multiple workstations, perform the following steps:

Note Distribution installation must be done on a file server workstation.

Step 1 Log in with administrator privileges.

Step 2 Locate and run the program Setup.exe in the CTI Desktop directory of the Cisco CTI CD. A welcome screen appears.

Step 3 Click the Next button. On the screen that appears, select Distribution Setup.

Step 4 Click Next. Enter the complete path of your distribution directory in UNC format, that is, \\machine_name\share_name\directory. (If Distribution Setup has been run before, and the file Launcher.ini already exists, the current path is displayed.)

Step 5 Click Next. A screen appears notifying you that during the current process your distribution directory will be cleaned and repopulated.

Step 6 Click Yes. Enter the complete workstation path—this will be used as the installation directory on the current workstation and on every workstation where the desktop components will be distributively installed. (If Distribution Setup has been run before, the current path stored in the setup.ini file is displayed.)

Step 7 Click Next. You can now enter CTI Server information for your various sites.

To add a site:

a. Type in the Name or IP Address, and the Port number, for CTI Server System A and System B. If there is no System B, the System B fields should be blank.

b. Type in the Peripheral ID.

c. Click the Save As button.

d. Enter the Site Name in the dialog box that appears. Click OK.

To edit a site:

a. Select a Site Name from the dropdown list.

b. Edit, as appropriate, the entries in the System A, System B, and Peripheral ID fields.

c. Click the Update button.

To delete a site:

a. Select a Site Name from the dropdown list.

b. Click the Delete button, then confirm. The site name and the associated site configuration information is deleted.

When you are finished supplying site information, click the Next button.

Step 8 The Select Components screen appears. It contains the options:

•CTIClient

•Desktop Control Server

•Softphone Controls

•CTI Desktop Softphone

Select the components that you want to install. Click Next.

Step 9 If you are not installing CTI Desktop Softphone, skip to Step 13. If you are installing CTI Desktop Softphone, the Softphone Call Appearance Manager Configuration screen appears.

Step 10 Select the call variables that you want to appear in the CTI Desktop Softphone call appearance manager. To select a variable, click it and then click the Add button; the selected variable appears in the right hand list. (If you wish to remove a variable from this list, click it and then click the Remove button.) Multiple variables can be selected by using Shift-click or Ctrl-click. All the variables can be selected at once by simply clicking the Add All button.

When you are done selecting call variables, click Next. The Softphone Agent Statistics screen appears.

Step 11 Use the same procedure as Step 10 to select the agent statistics that you want to appear in the soft phone agent statistics area. Click Next.

Step 12 Use the same procedure as Step 10 to select the skill group statistics that you want. Click Next; a Start Copying Files screen appears.

Step 13 Confirm that the settings are correct. Click Next to begin the installation process on the current (administrator's) workstation.

A final screen appears to notify you that the Setup program is complete and that installation was successful.

To distributively install the desktop components on other workstations, you can do one of the following:

•Set up a link and e-mail it to a distribution list of those people who should be installing the desktop components. Each recipient uses the link to run Launcher.exe, which automatically either performs a complete installation or installs additions and corrections—depending on whether this is an initial installation, or a hot fix or new version is being applied to a previous installation. No user interface is involved

•Use an Internet browser to do essentially the same thing as above

Note When CTI Desktop is installed on a workstation as just described, Launcher.exe is automatically added to the workstation's Startup folder. Launcher will then run automatically on every reboot—or the user can run it explicitly—to get hot fixes and new versions.

When running Launcher.exe explicitly, if you wish to change the site name, you must provide the site name in the following form:

Launcher.exe /SiteName= "sitename"

Verifying Your Installation

A means of verifying the installation process is to see that the appropriate files have been placed in the installation directory that you specified.

•If you installed CTIClient, Setup installs the following files in the installation directory you specified:

–cticlient32.dll

–atl.dll

If you installed Desktop Control Server, Setup installs the following files in the installation directory you specified:

–geodcs.exe

–ComMonitor.exe

–ComMonitorMarshal.dll

–CTITraceServer.exe

–Launcher.exe

•If you installed SoftPhone Controls, Setup installs the following files in the installation directory you specified:

–agentstate.ocx

–agentstatistics.dll

–agentstatus.ocx

–alternate.ocx

–answer.ocx

–CallAppearance.dll

–conference.ocx

–hold.ocx

–makecall.ocx

–reconnect.ocx

–systemstatus.ocx

–transfer.ocx

–wrapctl.ocx

–answer.hlp

–agentstate.hlp

–agentstatistics.hlp

–agentstatus.hlp

–alternate.hlp

–conference.hlp

–gridctl.hlp

–hold.hlp

–makecall.hlp

–reconnect.hlp

–skillgroupstatistics.hlp

–skillgroupstatistics.dll

–systemstatus.hlp

–transfer.hlp

–wrapctl.hlp

•If you installed CTI Desktop Softphone, Setup installs the soft phone file, geophone.exe, and a configuration file named softphone.cfg. Setup writes the call variables and agent statistics information you specify to the softphone.cfg file. The soft phone reads this file to obtain information so it can configure the call appearance manager, agent statistics, and skill group statistics sections of the soft phone.

Note If you change softphone.cfg while CTI Desktop Softphone is running, you must restart your soft phone for the changes to take effect.

•The following files are obsolete but are still included on the CD:

–agentstatistics.ocx

–gridctl.ocx

–skillgroupstatistics.ocx

–og70nodbas.dll

–og70nodbasd.dll

–ogc7050d.dll

–ogc7050r.dll

If you cancel out of the Setup program before the file copy begins, your system is unchanged.

Note If you want to further verify that installation was successful, you can run one of the Cisco CTI Desktop sample applications—see the "Cisco CTI Desktop Sample Applications" section.

Redistribution Files

When you have developed a CTI client application using CTI Desktop components and wish to redistribute the application, certain associated Microsoft DLL files are required by the application, in addition to the Desktop files. A list of which Microsoft DLLs are required with which Desktop components is located on the Cisco CTI CD in Documentation\redistributefilelist.doc.

Installing IPCC/Media Termination

The IPCC Media Termination component is a soft alternative to the IP hard phone. It resides on the desktop and when used in conjunction with a soft phone, the IPCC media termination component transmits and receives audio and microphone over an IP connection.

In order to install and run IPCC/Media Termination, you must be connected to a fully operational IPCC ICM, including Cisco CallManager. Fully operational means that you can make/receive calls using an IPCC hard IP phone.

Hardware Requirements

The IPCC Media Termination component requires the following hardware:

•Ethernet card

•Full-duplex sound card

Full-duplex sound cards can capture audio and play audio at the same time, thus allowing a conversation. The sound cards on most computers are full-duplex.

•2 plug Headset (one plug for microphone, one for speaker out)

Plug the Headset into your soundcard.

To verify that you have microphone and voice, run Microsoft's sound recorder application by selecting Start > Programs > Accessories > Multimedia > Sound Recorder.

Software Requirements

•Windows NT, SP3 or later.

•DirectXMedia 6.0 SDK taken from the following distribution:

Disc Label: DirectX® 7.0 SDK

Warning Make sure you install the DirectXMedia 6.0 SDK, not the 7.0 SDK.

Note DirectXMedia 6.0 SDK is not a requirement for Windows 2000.

•Verify that your Cisco CallManager is configured to accept auto registering devices.

Using CCMAdmin, select System > Cisco Call Manager. From the left, select the Cisco CallManager configuration. Verify that Auto Registration is enabled.

Note If a system is upgraded from NT to 2000, make sure that the old NT sound card drivers are replaced with the new 2000 sound card drivers.

CTI Toolkit Installation

Run setup as you would to install the soft phone and make the following additional selections:

•In the Select Components dialog box, select IPCC Softphone.

•In the Select IPCC Phone Type dialog box, select Media Termination.

•In the Media Termination Config dialog box, enter the IP Address and Port Number of your Cisco CallManager.

Configuring Media Termination

The ICM system administrator should complete the following after IPCC software and media termination has been installed on the desktop:

•Verify that media termination is registered with the Cisco CallManager

•Associate media termination with the PG user from Cisco CallManager Admin

•Add a new device target for media termination through the ICM Configuration Manager

Each of these tasks is described below.

Verifying Media Termination Registration with Cisco CallManager

The media termination component (mediaclient.exe) runs as a service. When it starts, it will auto register itself with the Cisco CallManager.

How to identify your unique media termination device

Step 1 Identify the media endpoint for media termination. For media termination, the media endpoint is a mac address—also known as the physical address—from the ethernet card. Open a command prompt and enter ipconfig -all. For example:
ipconfig -all
Physical Address. . . . . . : 00-10-5A-5E-36-FC
In this example, the mac address will be registered with your Cisco CallManager as 30 SP+ phone device SEP00105A5E36FC.

Step 2 From CCMAdmin, select Device > Phone > Find all phones. You should see a new entry for your mac address and the auto dial number assigned to that address.

Cisco CallManager Admin: Associate the Media Termination with the PG User

Step 1 From CCMAdmin, select User > Global Directory.

Step 2 Select the user that represents the IPCC PG.

Step 3 Scroll to the bottom of the dialog box and click the Associate Devices button.

Step 4 Look for your media termination phone device in the list (in our example, it is SEP00105A5E36FC). Select your phone device and click the Update button.

Add a New Device Target for Media Termination

Use the ICM Configuration Manager to add a new device target for Media Termination. See the Cisco ICM Software Configuration Guide for more information.

Note Device targets are dynamically associated with agent ID's during the agent login process. This means that once you have configured the device target, login with a peripheral number (agentID) from the agent table.

You can verify that the PIM sees the new device by entering the following at a command prompt on the PG:

procmon mt <PG name> <PIM name>
>>>mhelp (to see cmds)
>>>leadt (for list EA device targets)
You should not have to reboot to see a new device.

You should now be able to successfully login an agent on the media termination device. For information regarding integration of Media Termination with a third-party soft phone, see the "Media Termination and IPCC" section.

Uninstalling Media Termination

Step 1 Stop the Cisco Media Termination Service through Start > Control Panel > Services.

Step 2 From a command prompt, also run mtservice -u to remove the service completely.

Step 3 Locate the CTI Desktop install directory. Under CTI Desktop, delete the IPMedia directory.

Step 4 In the registry, delete the following key:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco System\CTI Desktop\IPMedia

Troubleshooting

This section contains information to help users involved with troubleshooting IPCC Media Termination installation and login procedures.

•Half-duplex sound cards: If your computer contains a half-duplex sound card, you may observe one-way sound.

•Login attempt fails due to INVALID_LOGON_DEVICE_SPECIFIED: The request specified an invalid logon device. Ask your ICM software administrator to verify that your Device Target for this media termination device is a unique string. It must not be an IP address.

Installing JavaClient

JavaClient requires Java 1.1.5+ as a development environment. A JavaClient application can be deployed in an environment with a Java Virtual Machine 1.1.5+ or an appropriately Java-enabled browser, such as Netscape 4.01+ or Internet Explorer 4.0+.

To install JavaClient, go to the JavaClient directory of the Cisco CTI CD. The Class subdirectory contains the Geotel subdirectory. Copy the Geotel directory. Put it at the root of your class path.

Installing CTISim and CTITest

To install CTISim, copy CTISim.exe from the tools directory of the Cisco CTI CD.

To install CTITest, copy CTITest.exe and icrmsgs.dll from the tools directory of the Cisco CTI CD.

More information on these two utility programs can be found in "CTISim Utility Program" and "CTITest Utility Program."

Installing CTI Server, DispCTI, and dumplog

CTI Server is not installed from the Cisco CTI CD.

The CTI Server, as well as the DispCTI and dumplog utilities, are installed from the ICM CD by choosing the CTI Gateway option. See the Cisco ICM Software Installation Guide.

	Cisco ICM Software Release 4.6 CTI Programmer's Guide
	Installing Components (Release 4.6)
Cisco ICM Software Release 4.6 CTI Programmer's Guide About This Guide (Release 4.6) Installing Components (Release 4.6) Writing Client Applications (Release 4.6) Peripheral-Specific Support (Release 4.6) CTISim Utility Program (Release 4.6) CTITest Utility Program (Release 4.6)	Download this chapter Installing Components (Release 4.6) Table Of Contents Installing Components Installing Cisco CTI Desktop System Requirements Before You Run Setup CtiConfig.ini Running Workstation Setup Disabling Installation Continuation Disabling COMMonitor Running Distribution Setup Verifying Your Installation Redistribution Files Installing IPCC/Media Termination Hardware Requirements Software Requirements CTI Toolkit Installation Configuring Media Termination Verifying Media Termination Registration with Cisco CallManager Cisco CallManager Admin: Associate the Media Termination with the PG User Add a New Device Target for Media Termination Uninstalling Media Termination Troubleshooting Installing JavaClient Installing CTISim and CTITest Installing CTI Server, DispCTI, and dumplog Installing Components This chapter discusses how to install the various components of Cisco CTI. These components include: •CTI Desktop •IPCC/Media Termination •JavaClient •CTISim, CTITest •CTI Server, DispCTI, dumplog Installing Cisco CTI Desktop This section describes how to use the Setup program to install desktop components. (Setup.exe is found in the CTI Desktop directory of the Cisco CTI CD.) You can use this Setup program to install one or more of the following services for application development use on a Microsoft platform: •CTIClient •Desktop Control Server (DCS) •Softphone Controls •CTI Desktop Softphone This section also provides the following information: •System requirements •Things you need to know before you run the Setup program •Instructions for running the Setup program to perform an installation that will be used only on a particular workstation •Instructions for running the Setup program to perform an installation that will be used to distributively install desktop components on multiple workstations System Requirements The CTI Desktop components require an IBM PC or 100% compatible computer with a Pentium 90Mhz or faster processor. Your computer must have at least 32 megabytes of RAM. Trace file logging requires at least 10 megabytes of disk storage. CTIClient, the Desktop Control Server, the Softphone Controls, and CTI Desktop Softphone can run on either Windows NT 4.0 with Service Pack 3 or later, or Windows 95, 98, 2000 or ME. Before You Run Setup You need to know the following information before you run the Setup program: •CTI Server Information. During the Setup program, you need to supply the name or IP address and the port number for the two CTI Server systems, System A and System B (if present). Note If you are using CTISim rather than a real CTI Server, the name of System A is localhost; the System A port number is 199. (Similarly for the name of System B and the System B port number.) •Peripheral ID. This value identifies the switch to which your telephone is connected. The ICM Configuration Manager returns the peripheral ID when the system manager configures the peripheral. If using CTISim, the peripheral ID should be set to 1. •Softphone Call Variables. If you are installing CTI Desktop Softphone, you need to decide which call variables you want to appear in the Call Appearance Manager section of CTI Desktop Softphone. •Softphone Agent Statistics. If you are installing CTI Desktop Softphone, you need to decide which agent statistics you want to appear in the Agent Statistics section of CTI Desktop Softphone. •Softphone Skill Group Statistics. If you are installing CTI Desktop Softphone, you need to decide which skill group statistics you want to appear in the Skill Group Statistics section of CTI Desktop Softphone. CtiConfig.ini Regardless of which components you choose in Setup, a file called CtiConfig.ini is automatically created, with default settings. You can create a different .ini file, with customized settings, by using the Desktop Control Server command Connect() or the CTIClient command OpenSessionViaConfig(). See the Cisco ICM Software Desktop Control Server Reference Guide or the Cisco ICM Software CTIClient Reference Guide. Note If you change CtiConfig.ini while your soft phone or other Desktop-based application is running, you must restart your application for the changes to take effect. Running Workstation Setup To run the Setup program so as to install desktop components on a single workstation, perform the following steps: Step 1 Log in with administrator privileges. Step 2 Locate and run the program Setup.exe in the CTI Desktop directory of the Cisco CTI CD. A welcome screen appears. Step 3 Click the Next button. On the screen that appears, select Workstation Setup. Step 4 Click Next. The Select Components screen appears. It contains the options: •CTIClient •Desktop Control Server •Softphone Controls •CTI Desktop Softphone Step 5 Select the components that you want to install. If you want to change the installation directory, click Browse and select a new directory. Step 6 Click Next. The CTI Server Information screen appears. Step 7 For CTI Server System A and CTI Server System B, enter the Name or IP Address. Enter a Port number for each system; if a Port number value is defined in your registry, this value appears as a default. If there is no System B, you can disregard that section of the screen. Click the Next button. Step 8 Specify the Peripheral ID value in the text box. If you wish to disable installation continuation (discussed below), check the appropriate box. If you wish to disable COMMonitor (discussed below), check the appropriate box. Click the Next button. Step 9 If you are not installing CTI Desktop Softphone, skip to Step 13. If you are installing CTI Desktop Softphone, the Softphone Call Appearance Manager Configuration screen appears. Step 10 Select the call variables that you want to appear in the CTI Desktop Softphone call appearance manager. To select a variable, click it and then click the Add button; the selected variable appears in the right hand list. (If you wish to remove a variable from this list, click it and then click the Remove button.) Multiple variables can be selected by using Shift-click or Ctrl-click. All the variables can be selected at once by simply clicking the Add All button. When you are done selecting call variables, click the Next button. The Softphone Agent Statistics screen appears. Step 11 Use the same procedure as Step 10 to select the agent statistics that you want to appear in the soft phone agent statistics area. Click Next. Step 12 Use the same procedure as Step 10 to select the skill group statistics that you want. Click Next; a Start Copying Files screen appears. Step 13 Confirm that the settings are correct. Click Next to begin the installation process. A final screen appears to notify you that the Setup program is complete and that installation was successful. Disabling Installation Continuation As indicated in Step 8 above, you can disable installation continuation. During installation there are times when shared system dlls must be upgraded to a newer version. When this happens, installation must take place in two steps with a reboot in between. The first step is the copying of the new system files to the system. After reboot these files are updated and the second step of the process—called "installation continuation"—is run in order to complete the installation. Installation continuation is designed to register several components of the CTI desktop. It assumes they are in the directory from which installation continuation is run. The following is a list of the components installation continuation registers: CtiTraceServer.exe, ComMonitorMarshal.dll, ComMonitor.exe, CMIntercept.dll, GeoDcs.exe. If you check the "Disable installation continuation" option, this process is not automatically run the next time that the user reboots. This process can be run manually at some later time to complete the installation. CTI Desktop will not work properly until such time as this process is run (or the equivalent commands executed). You can, if you wish, simply rerun Workstation Setup, with the option unchecked, to achieve the desired effect. To run installation continuation manually, type the following: secondstep -nocheck Installation continuation must be run from the directory the CTI Desktop is installed to. It must also be run before any CTI applications or development applications are used. The -nocheck argument bypasses the verification mechanism that determines whether installation continuation is allowed to run or not. There is no harm in running installation continuation more than once. If you attempt to run the installation continuation process from a command line without the -nocheck argument, it will not run. Disabling COMMonitor As indicated in Step 8 above, you can disable COMMonitor. If you check the "Disable COMMonitor on Desktop" option, this causes the creation of a disabling registry entry in HKEY_LOCAL_MACHINE\Software\Geotel\CTI Desktop\ComMonitor. Running Distribution Setup To run the Setup program so as to be able to distributively install desktop components on multiple workstations, perform the following steps: Note Distribution installation must be done on a file server workstation. Step 1 Log in with administrator privileges. Step 2 Locate and run the program Setup.exe in the CTI Desktop directory of the Cisco CTI CD. A welcome screen appears. Step 3 Click the Next button. On the screen that appears, select Distribution Setup. Step 4 Click Next. Enter the complete path of your distribution directory in UNC format, that is, \\machine_name\share_name\directory. (If Distribution Setup has been run before, and the file Launcher.ini already exists, the current path is displayed.) Step 5 Click Next. A screen appears notifying you that during the current process your distribution directory will be cleaned and repopulated. Step 6 Click Yes. Enter the complete workstation path—this will be used as the installation directory on the current workstation and on every workstation where the desktop components will be distributively installed. (If Distribution Setup has been run before, the current path stored in the setup.ini file is displayed.) Step 7 Click Next. You can now enter CTI Server information for your various sites. To add a site: a. Type in the Name or IP Address, and the Port number, for CTI Server System A and System B. If there is no System B, the System B fields should be blank. b. Type in the Peripheral ID. c. Click the Save As button. d. Enter the Site Name in the dialog box that appears. Click OK. To edit a site: a. Select a Site Name from the dropdown list. b. Edit, as appropriate, the entries in the System A, System B, and Peripheral ID fields. c. Click the Update button. To delete a site: a. Select a Site Name from the dropdown list. b. Click the Delete button, then confirm. The site name and the associated site configuration information is deleted. When you are finished supplying site information, click the Next button. Step 8 The Select Components screen appears. It contains the options: •CTIClient •Desktop Control Server •Softphone Controls •CTI Desktop Softphone Select the components that you want to install. Click Next. Step 9 If you are not installing CTI Desktop Softphone, skip to Step 13. If you are installing CTI Desktop Softphone, the Softphone Call Appearance Manager Configuration screen appears. Step 10 Select the call variables that you want to appear in the CTI Desktop Softphone call appearance manager. To select a variable, click it and then click the Add button; the selected variable appears in the right hand list. (If you wish to remove a variable from this list, click it and then click the Remove button.) Multiple variables can be selected by using Shift-click or Ctrl-click. All the variables can be selected at once by simply clicking the Add All button. When you are done selecting call variables, click Next. The Softphone Agent Statistics screen appears. Step 11 Use the same procedure as Step 10 to select the agent statistics that you want to appear in the soft phone agent statistics area. Click Next. Step 12 Use the same procedure as Step 10 to select the skill group statistics that you want. Click Next; a Start Copying Files screen appears. Step 13 Confirm that the settings are correct. Click Next to begin the installation process on the current (administrator's) workstation. A final screen appears to notify you that the Setup program is complete and that installation was successful. To distributively install the desktop components on other workstations, you can do one of the following: •Set up a link and e-mail it to a distribution list of those people who should be installing the desktop components. Each recipient uses the link to run Launcher.exe, which automatically either performs a complete installation or installs additions and corrections—depending on whether this is an initial installation, or a hot fix or new version is being applied to a previous installation. No user interface is involved •Use an Internet browser to do essentially the same thing as above Note When CTI Desktop is installed on a workstation as just described, Launcher.exe is automatically added to the workstation's Startup folder. Launcher will then run automatically on every reboot—or the user can run it explicitly—to get hot fixes and new versions. When running Launcher.exe explicitly, if you wish to change the site name, you must provide the site name in the following form: Launcher.exe /SiteName= "sitename" Verifying Your Installation A means of verifying the installation process is to see that the appropriate files have been placed in the installation directory that you specified. •If you installed CTIClient, Setup installs the following files in the installation directory you specified: –cticlient32.dll –atl.dll If you installed Desktop Control Server, Setup installs the following files in the installation directory you specified: –geodcs.exe –ComMonitor.exe –ComMonitorMarshal.dll –CTITraceServer.exe –Launcher.exe •If you installed SoftPhone Controls, Setup installs the following files in the installation directory you specified: –agentstate.ocx –agentstatistics.dll –agentstatus.ocx –alternate.ocx –answer.ocx –CallAppearance.dll –conference.ocx –hold.ocx –makecall.ocx –reconnect.ocx –systemstatus.ocx –transfer.ocx –wrapctl.ocx –answer.hlp –agentstate.hlp –agentstatistics.hlp –agentstatus.hlp –alternate.hlp –conference.hlp –gridctl.hlp –hold.hlp –makecall.hlp –reconnect.hlp –skillgroupstatistics.hlp –skillgroupstatistics.dll –systemstatus.hlp –transfer.hlp –wrapctl.hlp •If you installed CTI Desktop Softphone, Setup installs the soft phone file, geophone.exe, and a configuration file named softphone.cfg. Setup writes the call variables and agent statistics information you specify to the softphone.cfg file. The soft phone reads this file to obtain information so it can configure the call appearance manager, agent statistics, and skill group statistics sections of the soft phone. Note If you change softphone.cfg while CTI Desktop Softphone is running, you must restart your soft phone for the changes to take effect. •The following files are obsolete but are still included on the CD: –agentstatistics.ocx –gridctl.ocx –skillgroupstatistics.ocx –og70nodbas.dll –og70nodbasd.dll –ogc7050d.dll –ogc7050r.dll If you cancel out of the Setup program before the file copy begins, your system is unchanged. Note If you want to further verify that installation was successful, you can run one of the Cisco CTI Desktop sample applications—see the "Cisco CTI Desktop Sample Applications" section. Redistribution Files When you have developed a CTI client application using CTI Desktop components and wish to redistribute the application, certain associated Microsoft DLL files are required by the application, in addition to the Desktop files. A list of which Microsoft DLLs are required with which Desktop components is located on the Cisco CTI CD in Documentation\redistributefilelist.doc. Installing IPCC/Media Termination The IPCC Media Termination component is a soft alternative to the IP hard phone. It resides on the desktop and when used in conjunction with a soft phone, the IPCC media termination component transmits and receives audio and microphone over an IP connection. In order to install and run IPCC/Media Termination, you must be connected to a fully operational IPCC ICM, including Cisco CallManager. Fully operational means that you can make/receive calls using an IPCC hard IP phone. Hardware Requirements The IPCC Media Termination component requires the following hardware: •Ethernet card •Full-duplex sound card Full-duplex sound cards can capture audio and play audio at the same time, thus allowing a conversation. The sound cards on most computers are full-duplex. •2 plug Headset (one plug for microphone, one for speaker out) Plug the Headset into your soundcard. To verify that you have microphone and voice, run Microsoft's sound recorder application by selecting Start > Programs > Accessories > Multimedia > Sound Recorder. Software Requirements •Windows NT, SP3 or later. •DirectXMedia 6.0 SDK taken from the following distribution: Disc Label: DirectX® 7.0 SDK Warning Make sure you install the DirectXMedia 6.0 SDK, not the 7.0 SDK. Note DirectXMedia 6.0 SDK is not a requirement for Windows 2000. •Verify that your Cisco CallManager is configured to accept auto registering devices. Using CCMAdmin, select System > Cisco Call Manager. From the left, select the Cisco CallManager configuration. Verify that Auto Registration is enabled. Note If a system is upgraded from NT to 2000, make sure that the old NT sound card drivers are replaced with the new 2000 sound card drivers. CTI Toolkit Installation Run setup as you would to install the soft phone and make the following additional selections: •In the Select Components dialog box, select IPCC Softphone. •In the Select IPCC Phone Type dialog box, select Media Termination. •In the Media Termination Config dialog box, enter the IP Address and Port Number of your Cisco CallManager. Configuring Media Termination The ICM system administrator should complete the following after IPCC software and media termination has been installed on the desktop: •Verify that media termination is registered with the Cisco CallManager •Associate media termination with the PG user from Cisco CallManager Admin •Add a new device target for media termination through the ICM Configuration Manager Each of these tasks is described below. Verifying Media Termination Registration with Cisco CallManager The media termination component (mediaclient.exe) runs as a service. When it starts, it will auto register itself with the Cisco CallManager. How to identify your unique media termination device Step 1 Identify the media endpoint for media termination. For media termination, the media endpoint is a mac address—also known as the physical address—from the ethernet card. Open a command prompt and enter ipconfig -all. For example: ipconfig -all Physical Address. . . . . . : 00-10-5A-5E-36-FC In this example, the mac address will be registered with your Cisco CallManager as 30 SP+ phone device SEP00105A5E36FC. Step 2 From CCMAdmin, select Device > Phone > Find all phones. You should see a new entry for your mac address and the auto dial number assigned to that address. Cisco CallManager Admin: Associate the Media Termination with the PG User Step 1 From CCMAdmin, select User > Global Directory. Step 2 Select the user that represents the IPCC PG. Step 3 Scroll to the bottom of the dialog box and click the Associate Devices button. Step 4 Look for your media termination phone device in the list (in our example, it is SEP00105A5E36FC). Select your phone device and click the Update button. Add a New Device Target for Media Termination Use the ICM Configuration Manager to add a new device target for Media Termination. See the Cisco ICM Software Configuration Guide for more information. Note Device targets are dynamically associated with agent ID's during the agent login process. This means that once you have configured the device target, login with a peripheral number (agentID) from the agent table. You can verify that the PIM sees the new device by entering the following at a command prompt on the PG: procmon mt <PG name> <PIM name> >>>mhelp (to see cmds) >>>leadt (for list EA device targets) You should not have to reboot to see a new device. You should now be able to successfully login an agent on the media termination device. For information regarding integration of Media Termination with a third-party soft phone, see the "Media Termination and IPCC" section. Uninstalling Media Termination Step 1 Stop the Cisco Media Termination Service through Start > Control Panel > Services. Step 2 From a command prompt, also run mtservice -u to remove the service completely. Step 3 Locate the CTI Desktop install directory. Under CTI Desktop, delete the IPMedia directory. Step 4 In the registry, delete the following key: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco System\CTI Desktop\IPMedia Troubleshooting This section contains information to help users involved with troubleshooting IPCC Media Termination installation and login procedures. •Half-duplex sound cards: If your computer contains a half-duplex sound card, you may observe one-way sound. •Login attempt fails due to INVALID_LOGON_DEVICE_SPECIFIED: The request specified an invalid logon device. Ask your ICM software administrator to verify that your Device Target for this media termination device is a unique string. It must not be an IP address. Installing JavaClient JavaClient requires Java 1.1.5+ as a development environment. A JavaClient application can be deployed in an environment with a Java Virtual Machine 1.1.5+ or an appropriately Java-enabled browser, such as Netscape 4.01+ or Internet Explorer 4.0+. To install JavaClient, go to the JavaClient directory of the Cisco CTI CD. The Class subdirectory contains the Geotel subdirectory. Copy the Geotel directory. Put it at the root of your class path. Installing CTISim and CTITest To install CTISim, copy CTISim.exe from the tools directory of the Cisco CTI CD. To install CTITest, copy CTITest.exe and icrmsgs.dll from the tools directory of the Cisco CTI CD. More information on these two utility programs can be found in "CTISim Utility Program" and "CTITest Utility Program." Installing CTI Server, DispCTI, and dumplog CTI Server is not installed from the Cisco CTI CD. The CTI Server, as well as the DispCTI and dumplog utilities, are installed from the ICM CD by choosing the CTI Gateway option. See the Cisco ICM Software Installation Guide.
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