Management@Net 2.

1 - Customer Engineer Manual For SOPHO iS3000 and SOPHO 2000 IPS mixed networks

PREFACE
This book is valid for Management@Net, release 2.1 installation on a Windows 2000 Server or Advanced Server. Management@Net, release 2.1 can also be installed on Windows 2000 Professional or Windows XP Professional, but without Terminal Services. This Customer Engineer Manual of Management@Net, release 2.1 is for a mixed network consisting of SOPHO iS3000 and SOPHO 2000 IPS. The English version of the Windows operating system is recommended.

GUIDELINES FOR MAINTENANCE AND ADMINISTRATION OF A SERVER/ SPECIALISED COMPUTER The following general rules should be kept in mind for a good administration and maintenance of a server/specialised computer: 1. Keep operating system and application software up-to-date Servers by their very nature form a critical part of the infrastructure. When they go down this will affect the entire business structure. It is imperative to keep the basic operating system and application software working and also up-to-date both for stability and security reasons. There can be an automated or semi-automated process for upgrades and patches. However sometimes upgrades and patches can have unpredictable interactions with running services. In case of doubts, please ask PBC about the possible impact of specific updates or fixes. 2. Don't run unnecessary services or applications Reduce risk by not running any non-essential service or application. It's about the possible interactions between them (e.g. ports that are used by other applications too), the server capacity or security lacks that might be introduced by those applications. When there is a need for combinations of applications then PBC should be contacted. Also check the manufacturer's features of the other product. Be aware of the impact on the services that should be provided. 3. Back up your data All computers will have a moment in time when they will fail (hardware or software). Servers usually host data. Loosing the server also means loosing data. That's why for every production system (servers, specialised machines) backup of the system and data is a must.

The backup procedure depends on many factors, like the volume of data, rate of data change, the recovery procedure, time for backup and recovery, and the response of the applications. Sometimes an automatic backup cannot work. There are applications that must be aware when the backup process is starting. This information you can find in the specifications (requirements) of the products involved. Summarised: there should be a backup policy, carefully analysed, built on the existing IT infrastructure. 4. Account maintenance / authorised use Keep a strict list of the accounts that will have access to the server and the privileges that they might have. If unauthorised users can have access to the server, then the entire server activity can be compromised, or even worse, affecting the business, e.g. when confidential information is accessed. 5. Specialised software for servers Strongly consider installing specialised software to provide: anti-virus protection, maintenance tools, and/or firewall. Firewall policy can be implemented in the entire network based on enterprise firewalls. Where these are not available, a "desktop" solution is welcomed. PBC applications can use a range of ports and kind of access. PBC Hilversum can be contacted for information about ports and accesses. Antivirus and firewall software has to be included in the list of applications that must be updated periodically. Some of the most used maintenance tools are ScanDisk and Defrag. After an unpredictable event, scanning the disk can be automatically or manually driven. Defragmentation is a must. Database applications are very sensitive to this issue. There could be performance bottlenecks or application errors. 6. Physical Security A power failure is one of the most often events, and also one of the dangerous. A good Uninterruptible Power Supply (UPS) will filter the current and in case of a general power down, it will provide the system a few minutes allowing the applications to close properly. Without an UPS, data can be lost or damaged (open files, unfinished changes in database, or files impossible to be recovered). Finally, also consider a correct location and environment (air conditioning, ventilation) for the equipment. 7. Computer Names Be very careful with changing the name of a computer. This brings a lot of changes. Many applications will need a reinstallation!

1.

INTRODUCTION

Management@Net consists of a number of web based management applications that supports the System Administrator or Telecom Engineer in performing their management tasks. These applications can be run from a PC at their workplace using Internet Explorer. In mixed networks, the following SOPHO Management@Net applications are available: Maintenance Manager (OM@Net) - SOPHO iS3000; Maintenance Manager IPS (MAT@Net) - SOPHO 2000 IPS; Phone Manager (MAC@Net) - SOPHO iS3000; Phone Manager IPS (AIM@Net) - SOPHO 2000 IPS; Directory Manager (PBM@Net) - SOPHO iS3000; Announcement Manager (AM@Net) - SOPHO iS3000; DECT Manager DAS-iS (DM@Net) - SOPHO iS3000; DECT Manager Mobile@Net (access to DECT Manager Mobile@Net) - SOPHO 2000 IPS; Key Programming Manager - SOPHO iS3000; OpenWorX Manager (access to OpenWorX Administrator) - SOPHO 2000 IPS; MyMail@Net 510 access - All SOPHO systems; Accounting (Call Reporting Module version 7) - All SOPHO systems; Alarm Status Module - All SOPHO systems; Authentication Manager (Central Authentication) - All SOPHO systems; Third Party Applications (IP Gateways and others) - All SOPHO systems.

The underlying framework consists of modules that are always installed and modules that are optional. Modules that are always installed: Login Module; Licence Manager; CM@Net Module (for IP connections); Connection Manager (for V.24 connections); Central Authentication; @Net Framework Module; @Net Core Module, working with PVE; Data Distribution Module; Directory Services Module; External Application Interface Module; MAC-Manager@Net Module; MML Files Module; Operational Maintenance@Net Module; TABS Call Reporting Module version 7.026 (TABS.IT);

Alarm Status Module;

Modules that are optional: Announcement Management@Net Module; DECT Management@Net Module; Phonebook Manager@Net Module; ISPBX File Manager; Key Programming Manager Module (includes Key Programming Module); AIM@Net Module (for access to AIMWorX); MAT@Net Module (for access to MATWorX);

Note: MATWorX 7, AIMWorX 5.0 and OpenWorX 3.0 are separate installations on top of the Management@Net server installation. MATWorX and AIMWorX must run on the Management@Net server, but OpenWorX may run on a different server. Optionally, Microsoft Database Engine (MSDE) can be installed.

1.1.

APPLICATIONS AVAILABLE ON THE SERVER

The server contains application and configuration related components. Applications available via the Start menu are: Announcement Manager; DECT Manager; IFM Disk Emulator and IFM iS3000 File Convertor, both are part of the ISPBX File Manager; MAC-Manager; Management@Net as access to Central Authentication for user administration. MML Help Files as part of the MML Files Module; OM Terminal as part of the Operational Maintenance Module; TABS as part of the Call Reporting Module version 7.026; PhoneWare Phonebook Manager; AIMWorX, if installed; MATWorX, if installed;

Configuration related components available via the Start menu are: @Net Configurator; CA Import Tool as part of Central Authentication; CM Database Configurator, CM Modem Configurator and CM Monitor, all part of the Connection Manager for V.24 connections;

CM@Net Connection Configurator as part of the Connection Manager for IP connections; Directory Services as part of the Directory Services Module; EAI Configurator as part of the External Application Interface; ISPBX Destination Activator; Licence Manager; Mgt@Net TSBased App Configurator for applications through Terminal Services; One Day Password Tool as part of the Announcement Manager; TLR - Tie Line Reconciler, an optional module of TABS; User Administrator as part of the Login Module; Where to Enter Data and How to Synchronise for Help on Data Distribution matters.

1.2.

APPLICATIONS AVAILABLE FOR USERS ON A CLIENT PC

Clients can start the applications, from a button in the portal. The portal contains a Management Information Console in which the presence of alarms are shown. After selecting the alarms, the Alarm Status Monitor is opened showing the alarm details. The Management Information Console also shows application notifications. After selecting a notification, the Application Status Monitor is opened showing the event or exception details. Applications that operate through Terminal Services, are: Maintenance Manager (OM@Net) - SOPHO iS3000; Maintenance Manager IPS (MAT@Net) - SOPHO 2000 IPS; Phone Manager (MAC@Net) - SOPHO iS3000; Phone Manager IPS (AIM@Net) - SOPHO 2000 IPS; Directory Manager (PBM@Net) - SOPHO iS3000; Announcement Manager (AM@Net) - SOPHO iS3000; DECT Manager DAS-iS (DM@Net) - SOPHO iS3000.

Management@Net can also be installed on Windows 2000 Professional or Windows XP Professional, but without Terminal Services. This means that the applications mentioned above are not available. Other applications, not working through Terminal Services, are: Accounting as web client of a TABS Web server, which is running on the Management@Net server - All SOPHO systems; Third Party Applications, one of them is IP Gateways Support. DECT Manager Mobile@Net (access to DECT Manager Mobile@Net) - SOPHO 2000 IPS;

Key Programming Manager - SOPHO iS3000; OpenWorX Manager (access to OpenWorX Administrator) - SOPHO 2000 IPS; MyMail@Net 510 access - All SOPHO systems;

1.3.

DOCUMENTATION

In addition to this manual, the following documentation is available: Management@Net Getting Started Management@Net MAC-Manager Getting Started Management@Net TABS Call Reporting Module - Installation Guide Phonebook Manager Installation and Support Manual Phonebook Manager Getting Started External Application Interface - Interface User Guide DECT Manager Manual All relevant SOPHO 2000 IPS Manuals for MATWorX, AIMWorX and OpenWorX

Beside the paper documentation, on-line help is available in most Management@Net modules with a user interface.

2.
2.1.

MANAGEMENT@NET ARCHITECTURE
THE CONCEPT

Management@Net consists of a number of web based management applications that are started from a Web Client via a Management@Net portal. For some applications, Terminal Services is used to execute these applications remotely, so first an explanation of Terminal Services is given. Windows 2000 Terminal Services allows clients to remotely execute applications on a Windows 2000 based server from a wide range of devices. In Management@Net, these devices are the Web Client PC's with a Windows 95, Windows NT or Windows 2000 operating system and Internet Explorer. With Terminal Services running on a Windows 2000 based server, all client application execution, data processing and data storage occurs on the server. Applications and user desktops are transmitted over the network and displayed via terminal emulation software. Similarly, print streams, keyboard input and mouse clicks are also transmitted over the network via the terminal emulation software. All logged-on users have their own individual client-server session. Each session is managed by the server and is independent of any other client session. A specific Microsoft protocol, the Remote Desktop Protocol (RDP) running on top of TCP/IP, is used over a single fixed port (3389). A customer network configuration should allow this (think of firewalls).

2.2.

DEPLOYMENT VIEW

In Management@Net, the following devices are involved: Web Clients with a Windows operating system and Internet Explorer; A Web Server with a Windows 2000 Server operating system, Internet Information Server, Terminal Services, optionally Microsoft Database Engine (MSDE) and the required Management@Net modules installed.

Note: Without Terminal Services, Windows 2000 Professional or Windows XP Professional can be used as operating system. - If MSDE is not used, an SQL Server is required where the Management@Net databases

will be stored. Note: The General name for the PC with @Net applications is called Call@Net Application Server.

Call@Net Application Server V.24 V.24

Web Server

IP LAN

IP

Web Client
Figure 2-1 Management@Net architecture

Web Client

The process flow as experienced by a user of a Web Client starting a Management@Net application, is as follows: 1. A user of a Web Client browses with the Internet Explorer to the Internet Address (URL) of the Web Server. An example of such a URL is: http://pc5/ca/management.asp. 2. A login screen is shown and the user must enter the User name and Password.

Figure 2-2 An example of the Management@Net login 3. Central Authentication (CA) will check if the user is known in the CA database. If so, a Management@Net portal is shown. This portal shows the applications which the user is allowed to use.

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Figure 2-3 An (typical) example of a Management@Net portal for SOPHO iS3000 applications

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Figure 2-4 An (typical) example of a Management@Net portal for SOPHO 2000 IPS applications 4. After selection of the desired application, the user will be redirected to the required application. Some applications run through Terminal Services. Such an example is the Maintenance Manager IPS and this example is used in the remaining steps. After connecting to the chosen application, a Terminal Services session is opened.

Figure 2-5 An example of connecting to the Maintenance Manager IPS (MATWorX) 5. The user will be prompted with a login screen for authorisation. If the User name and

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Password are correctly set, the login will go automatically. [The User name and Password will come from CA and will be used on the Client to access the Terminal Services Server]. 6. Terminal Services will start up the application and a new user session is emulated: the user of the Web Client will now be running the application.

Figure 2-6 An example of a MATWorX session

2.3.

TERMINAL SERVICES LICENSING

The licensing of Terminal Services is subject to a procedure described by Microsoft. Licensing is not under control of Philips but controlled by Microsoft. Consult the Microsoft documentation: "Microsoft Windows 2000 Terminal Services, Licensing Technology White Paper" on their web site for the latest procedures.

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3.

SYSTEM REQUIREMENTS

The system requirements are split up into requirements for the Management@Net server, the Clients and the ISPBX's connected to the Management@Net server.

3.1.

CALL@NET APPLICATION SERVER REQUIREMENTS

The PC that operates as Management@Net server must meet the following requirements: Minimum PC requirements: - Pentium III, 1GHz; - 256 MB RAM (minimum 128 MB plus max 24 MB per TS user); - 4 GB free space on the hard disk with NTFS file system. Recommended PC requirements: - Pentium IV, 2 GHz; - 512 MB RAM; - 4 GB free space on the hard disk with NTFS file system. Microsoft Windows 2000 Server or Advanced Server with Service Pack 4 or higher;

Note: Management@Net can also be installed on Windows 2000 Professional with Service Pack 4 or higher or Windows XP Professional with Service Pack 1 or higher, but without Terminal Services. - Internet Information Server 5.0 or higher; - Internet Explorer 5.5 or higher; - MSDE 2000 (Microsoft Data Engine) or SQL Server 2000; The Management@Net databases for Central Authentication (CA), Connection Manager@Net (CM@Net) and PBX Data Mirror (PVE) require a database server. This can be SQL Server 2000 or MSDE 2000. For Phoneware the database types SQL and Jet are supported. If the Phoneware database already uses SQL Server, then it is advised to also use this SQL server for CA, CM@Net and PBX Data Mirror. Otherwise MSDE 2000 is advised. Note that the use of MSDE is limited to five concurrent users. Note: MSDE 2000 is delivered with Management@Net and - if used - it must be installed before Management@Net is installed. It is advised to install Service Pack 3 for MSDE (or SQL) which is available on the Management@Net CD-ROM. - Microsoft Windows 2000 Terminal Services installed and licensed; - Latest Microsoft Windows 2000 Terminal Services (Licensing) Hotfix; - Terminal Services Client Access Licences, to be obtained from Microsoft.

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WARNING: OTHER SOFTWARE AND/OR APPLICATIONS ARE NOT ALLOWED ON THE CALL@NET APPLICATION SERVER PC. (SUCH AS A DOMAIN CONTROLLER FOR EXAMPLE)

3.2.

CLIENT PC REQUIREMENTS

PC's from where the Management@Net applications are started, are called Clients in the context of this book. These are the PC's on which the System Administrator or Telecom Engineer works. The client requirements are: Minimum PC requirements: - Pentium II, 233 MHz; - 64 MB RAM for Windows 95; - 128 MB RAM for Windows NT, Windows 2000 Professional or Windows XP Professional. Internet Explorer 5.5 or higher.

Note: Management@Net applications require downloading of extra components. These components are downloaded automatically the first time an application is started. This requires the correct security settings in the Internet Explorer. - Terminal Services Client Access Licences on the Management@Net server, to be obtained from Microsoft. Note: The Terminal Server must have enough Terminal Services Client Access Licences (TSCAL's). Windows 2000 based Client systems do not require TSCAL's.

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4.
4.1.

ISPBX REQUIREMENTS AND PREPARATIONS

SOPHO 2000 IPS REQUIREMENTS AND SETTINGS

See SOPHO 2000 IPS Management@Net Customer Engineer Manual.

4.2.

SOPHO iS3000 REQUIREMENTS AND SETTINGS

See SOPHO@vance Management@Net Customer Engineer Manual.

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5.

INSTALLATION

See SOPHO 2000 IPS Management@Net Customer Engineer Manual and See SOPHO@vance Management@Net Customer Engineer Manual. During installation of Management@Net - after the Welcome screen - you have to select the PBX Platform. Choose "SOPHO iS3000 / 2000 IPS (Mixed)".

Figure 5-1 Mixed Network Installation

5.1.

COMBINED INSTALLATION OF Management@Net, OpenWorX AND SuperVisor 60E

In case of a combination of Management@Net and OpenWorX and SuperVisor 60E, the order in which these products are installed is very important. The procedure is as follows:

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PROCEDURE: Installation of Management@Net , OpenWorX and SuperVisor 60E

Preconditions Management@Net, OpenWorX and Aranea are installed on one machine (Server). SuperVisor 60E is installed on one or more different machines (Clients). Note: Aranea is part of Directory Services and this module is used to synchronise the Phonebook (as used by the SuperVisor 60E) and OpenWorX. Starting point is the Operating System and the database engine: For Management@Net with Terminal Services, Windows 2000 Server is required. Without Terminal Services, Windows 2000 Professional or Windows XP Professional can be used. - OpenWorX, depending on the version, can run on Windows 2000 Server, Windows 2000 Professional or Windows XP Professional. - For the databases, an (existing) SQL Server can be used or MSDE locally on the machine where you install Management@Net, OpenWorX and Aranea. If you use MSDE, take it from the Management@Net CD-ROM. Actions 1. 2. 3. 4. 5. Install and Configure Terminal Services. Install MSDE 2000 SP3 from the Management@Net CD-ROM. Install and Configure OpenWorX, see OpenWorX system Manual. Install and Configure Management@Net release 2.1. Install and Configure SuperVisor 60E, see Customer Engineer Manual SuperVisor 60E, release 3.1. 6. Install and Configure Aranea, see Customer Engineer Manual Directory Services.

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6.

CONFIGURATION

See SOPHO 2000 IPS Management@Net Customer Engineer Manual and See SOPHO@vance Management@Net Customer Engineer Manual.

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7.
7.1.

SOPHO MANAGEMENT@NET GENERAL

LICENCES

In addition to the Module Licenses, for Management@Net the following licences are required: User licences for Web users: - Number of Management@Net DMM Web users for DM@Net; - Number of Management@Net OMM Web users for OM@Net; - Number of Management@Net MAC Web users for MAC@Net; - Number of Management@Net AMM Web users for AM@Net; - Number of Management@Net KPM Web users for Key Programming Manager; - Number of AIMWorX Web users for AIM@Net; - Number of MATWorX Web users for MAT@Net; - Number of Management@Net CRM Web users for Accounting - Web Access; - Number of Management@Net 3P1 Web users for third party applications; - Number of Management@Net PBM Web users for OpenWorX Manager access or PBM@Net; - Number of VMM Web users for MyMail@Net 510.

Figure 7-1 Example of Call@Net Application Server licenses.

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7.2.

LIMITATIONS

The following general limitations apply to this Management@Net release: See SOPHO 2000 IPS Management@Net Customer Engineer Manual. See SOPHO@vance Management@Net Customer Engineer Manual.

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8.

DATA DISTRIBUTION

The Data Distribution Configurations as they exist for the SOPHO iS3000, are still available in mixed networks.

8.1.

SUPPORTED DATA DISTRIBUTION CONFIGURATIONS

In Management@Net for the SOPHO iS3000, the MAC-Manager (MAC), Call Reporting Module (CRM), Directory Service Module (DSM) and External Application Interface (EAI) are always installed. The chosen configuration determines which modules will be activated. Configurations can operate with or without Data Distribution. With Data Distribution Surnames, Departments and Extensions are distributed between MAC-Manager, Call Reporting Module and the Phonebook (part of Directory Service Module). See SOPHO@vanve Management@Net Customer Engineer Manual. For maintaining Extensions and Employees in SOPHO 2000 IPS networks, OpenWorX (and possibly AIMWorX) is used. The TABS Call Reporting Module also operates on SOPHO 2000 IPS, so TABS shares data with OpenWorX: Extensions, Departments and Surnames. See SOPHO 2000 IPS Management@Net Customer Engineer Manual. The PhoneWare database (Phonebook) is used for SOPHO iS3000 contacts and the OpenWorX database is used for SOPHO 2000 IPS contacts. So synchronization between the Phonebook and OpenWorX databases is required. This is achieved by Aranea. Aranea comes in when a Phonebook comes in, so in Data Distribution configurations where the DSM is used:

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Configuration Name Full Hospitality Full Hospitality, no PMS Billing Full Hospitality, no CRM Basic Hospitality Basic Hospitality, no PMS Billing Full Distribution Full Distribution, no CRM Basic Distribution Messaging
1) 2) PMS Billing

MAC Yes Yes Yes No No Yes Yes Yes No

CRM Yes Yes No Yes Yes Yes No Yes No

DSM Yes Yes Yes Yes Yes Yes Yes No Yes

EAI Yes Yes Yes Yes Yes No No No Yes

MultiSite 1) Yes 2) Yes 4) Yes 3) Yes 2) Yes 4) Yes Yes Yes Yes 5)

Aranea No 6) Yes Yes No 6) Yes Yes Yes No Yes

MAC and DSM are always multi-site. on: The EAI and the CRM only support one SOPHO iS3000 site. This site can be a single unit or a multi-unit system (FIN). The CRM supports PMS Billing (so the CRM sends the Call Info to the EAI and the EAI sends a bill to the PMS). CRM only works on a direct non-buffered FDCR connection to the site (FIN). For a multi-unit system (FIN) one output device for FDCR for the complete FIN can be used with the restriction of 8 FDCR call records per second. 3) The EAI supports only one SOPHO iS3000 site. 4) PMS Billing off: The EAI supports only one SOPHO iS3000 site. CRM can be used on multisite and does NOT support PMS Billing. 5) The EAI supports only one SOPHO iS3000 site. If DSM is used for "Centralised SysManager for AEM in a DPNSS network" (Call@Net 2.5) all DNRs of all sites should be assigned to the same site group code in the Phonebook. This can be done manually or using EDIM. 6) If PMS Billing is ON, CRM supports ONE SOPHO iS3000 site. Adding SOPHO 2000 IPS sites in these cases is not expected to be useful. So No OpenWorX and thus No Aranea.

Table 8-1 Supported Data Distribution Configurations WARNING: IN THE FULL HOSPITALITY CONFIGURATIONS, NO NAMES ARE DISTRIBUTED TO THE MAC-MANAGER. FUTHERMORE, BY

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DEFAULT, PID HANDLING IS DONE COMPLETELY BY THE EAI OVER SWITCHING SERVICES; THIS REQUIRES SOFTWARE PACKAGE CALL@NET 2.10. Aranea must be installed on the OpenWorX PC. The installation, configuration and use of Aranea is described in the Directory Services Customer Engineer Manual.

Figure 8-1 Directory Services in a mixed environment

8.2.

FILLING THE DATABASES INITIALLY (iS3000 AND 2000 IPS)

Before initial filling of the databases, a number of steps must have been taken: The licences must have been loaded. The destinations (iS3000 AND 2000 IPS) must have been defined in the Connection Manager. And iS3000 destinations must have been ACTIVATED!! SOPHO 2000 IPS PBX's must have been defined in OpenWorX. SOPHO iS3000 PBX's must have been defined in OpenWorX.

Note: For SOPHO iS3000 PBX's, use "NEAX 2400 IMS Internal IP" as PBX Type. - In configurations with DSM: The DSM must have been configured to refer to the right Phonebook. Use the Directory

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Services icon in the Management@Net Configurators Group. In the PhoneWare Phonebook Manager the right Phonebook must have been registered. The "default" site group entry in the Phonebook must be redefined to contain an iS3000 destination as defined in the Connection Manager: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups", select the "default" (Site Group Code 1) entry and press Edit. - Enter an iS3000 destination name in the "Site Group Description" and "Server Replica Id" and press Save. - Press Save. In configurations with EAI: The External Application Interface must have been configured, using the EAI Configurator icon in the Management@Net Configurators Group. In configurations with CRM: The Site Setup must have been completed on all sites (iS3000 AND 2000 IPS), using the TABS icon in the Management@Net Group. Do not start the Call Collector yet. Aranea must have been installed and configured on the OpenWorX PC (see CE Manual Directory Services).

Note: Leave Aranea in the stopped state (red icon). Observe the following rules: Take care that for the each SOPHO 2000 IPS system, the PBX Name in OpenWorX exactly matches the Site Name in TABS, the Destination Name in CM@Net and the Site group Code Description in OpenWorX. In the CRM and the Phonebook, each department (organization level) must have a unique name and all extensions must be assigned to a department (organization level), In the Phonebook each department (organization level) is assigned to a site group (code). In the Phonebook each directory entry must be assigned to a site group (code). In a multi site installations, all Organization Levels (including the Hierarchy Top Levels) must have unique names throughout all sites.

PROCEDURE: Initial Filling of the Databases for Full Hospitality (EAI, DSM, CRM, MM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook

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2.

3.

4.

5. 6.

Manager. Select the Phonebook and press Edit. Select the tab "Site Groups". Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. Start the MAC-Manager in Start/Programs/Management@Net. Select the PBX and perform "PBXs/Get Configuration" for this PBX. Wait until the PBX configuration has been retrieved. Start the Directory Services in Start/Programs/Management@Net/Configurators. Select "Server/DSM-Healing/Synchronise/DNR" and press Start. A Synchronise confirmation box is showing "Synchronise started for DNR". Press OK. Close the "Synchronise Data" box. Start the TABS in Start/Programs/Management@Net. Select "Setting Up/Setup/Action/ Synchronization". Select only "Extension" as Data Type in the "Synchronization" box and press "Sync. Now". A Synchronization Status box is shown. Wait for the result (counters show the progress) and then press Done. A "TABS Events" window will also pop up and shows the progress/result. Close the "Synchronization" box. Close TABS Events box. Close TABS. Start the TABS Call Collector in Start/Programs/Startup. Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Add ALL extensions to the organization levels from the "Unassigned Extensions" list. -

Note: The department names (sub levels in the hierarchy) must be unique for ALL levels. 7. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager, select the Phonebook and press Edit. Enter the names. Note: Take care that entries used for guest check-in have "Unassigned" in the "Surname" field. The guests' name will later be filled-in after check-in from the PMS.

PROCEDURE: Initial Filling of the Databases for Full Hospitality, no PMS Billing (EAI, DSM, CRM, MM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save.

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2. Start the MAC-Manager in Start/Programs/Management@Net. Select the PBX and perform "PBXs/Get Configuration" for this PBX. Wait until the PBX configuration has been retrieved. 3. Start the Directory Services in Start/Programs/Management@Net/Configurators. Select "Server/DSM-Healing/Synchronise/DNR" and press Start. A Synchronise confirmation box is showing "Synchronise started for DNR". Press OK. Close the "Synchronise Data" box. 4. Start the TABS in Start/Programs/Management@Net. Select "Setting Up/Setup/Action/ Synchronization". Select only "Extension" as Data Type in the "Synchronization" box and press "Sync. Now". A Synchronization Status box is shown. Wait for the result (counters show the progress) and then press Done. A "TABS Events" window will also pop up and shows the progress/result. Close the "Synchronization" box. Close TABS Events box. Close TABS. 5. Start the TABS Call Collector in Start/Programs/Startup. 6. For SOPHO iS3000: Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Add ALL extensions to the organization levels from the "Unassigned Extensions" list. For SOPHO 2000 IPS: Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Note: The department names (sub levels in the hierarchy) must be unique for ALL levels. 7. In Aranea, check the Site Group Mapping, Start (green icon) and do Full Sync (see CE Manual Directory Services). 8. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager, select the Phonebook and press Edit. Enter the names. Note: Take care that entries used for guest check-in have "Unassigned" in the "Surname" field. The guests' name will later be filled-in after check-in from the PMS. 9. For each SOPHO 2000 IPS, define in OpenWorX: - Extensions assigned to CostCenters (from TABS); - Employees; - External Numbers. Aranea will take care that this information is distributed to the Phonebook.

PROCEDURE: Initial Filling of the Databases for Full Hospitality, no CRM (EAI, DSM, MM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook:

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Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. 2. Start the MAC-Manager in Start/Programs/Management@Net. Select the PBX and perform "PBXs/Get Configuration" for this PBX. Wait until the PBX configuration has been retrieved. 3. Start the Directory Services in Start/Programs/Management@Net/Configurators. Select "Server/DSM-Healing/Synchronise/DNR" and press Start. A Synchronise confirmation box is showing "Synchronise started for DNR". Press OK. Close the "Synchronise Data" box. 4. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager, select the Phonebook and press Edit. Enter the names. Note: Take care that entries used for guest check-in have "Unassigned" in the "Surname" field. The guests' name will later be filled-in after check-in from the PMS. 5. Create Site Group Codes for SOPHO 2000 IPS in the Phonebook. Take care that the name in the "Site Group Description" and "Server Replica Id" are the same as the PBX Name in OpenWorX. 6. Create the Organisation for the SOPHO 2000 IPS sites in the Phonebook: "Groups" tab and "Hierarchy 1". 7. In Aranea, check the Site Group Mapping, Start (green icon) and do Full Sync (see CE Manual Directory Services). 8. For each SOPHO 2000 IPS, define in OpenWorX: - Extensions assigned to CostCenters (from Phonebook); - Employees; - External Numbers. Aranea will take care that this information is distributed to the Phonebook.

PROCEDURE: Initial Filling of the Databases for Basic Hospitality (EAI, DSM, CRM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group

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Description" and "Server Replica Id". Press Save. 2. Start the TABS in Start/Programs/Management@Net. Select "Main/Define/Extensions". Add the required extensions. 3. Start the TABS Call Collector in Start/Programs/Startup. 4. Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Add ALL extensions to the organization levels from the "Unassigned Extensions" list. Note: The department names (sub levels in the hierarchy) must be unique for ALL levels. 5. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager, select the Phonebook and press Edit. Enter the names. Note: Take care that entries used for guest check-in have "Unassigned" in the "Surname" field. The guests' name will later be filled-in after check-in from the PMS.

PROCEDURE: Initial Filling of the Databases for Basic Hospitality, no PMS Billing (EAI, DSM, CRM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. 2. For SOPHO iS3000: Start the TABS in Start/Programs/Management@Net. Select "Main/Define/Extensions". Add the required extensions. 3. Start the TABS Call Collector in Start/Programs/Startup. 4. For SOPHO iS3000: Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Add ALL extensions to the organization levels from the "Unassigned Extensions" list. For SOPHO 2000 IPS: Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Note: The department names (sub levels in the hierarchy) must be unique for ALL levels. 5. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook

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Manager, select the Phonebook and press Edit. Enter the names. Note: Take care that entries used for guest check-in have "Unassigned" in the "Surname" field. The guests' name will later be filled-in after check-in from the PMS. 6. In Aranea, check the Site Group Mapping, Start (green icon) and do Full Sync (see CE Manual Directory Services). 7. For each SOPHO 2000 IPS, define in OpenWorX: - Extensions assigned to CostCenters (from TABS); - Employees; - External Numbers. Aranea will take care that this information is distributed to the Phonebook.

PROCEDURE: Initial Filling of the Databases for Full Distribution (DSM, CRM, MM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. 2. Start the MAC-Manager in Start/Programs/Management@Net. Select the PBX and perform "PBXs/Get Configuration" for this PBX. Wait until the PBX configuration has been retrieved. 3. Start the Directory Services in Start/Programs/Management@Net/Configurators. Select "Server/DSM-Healing/Synchronise/DNR" and press Start. A Synchronise confirmation box is showing "Synchronise started for DNR". Press OK. Close the "Synchronise Data" box. 4. Start the TABS in Start/Programs/Management@Net. Select "Setting Up/Setup/Action/ Synchronization". Select only "Extension" as Data Type in the "Synchronization" box and press "Sync. Now". A Synchronization Status box is shown. Wait for the result (counters show the progress) and then press Done. A "TABS Events" window will also pop up and shows the progress/result. Close the "Synchronization" box. Close TABS Events box. Close TABS. 5. Start the TABS Call Collector in Start/Programs/Startup. 6. For SOPHO iS3000: Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Add ALL extensions to the organization levels from the "Unassigned Extensions" list.

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For SOPHO 2000 IPS: Start the TABS in Start/Programs/Management@Net. Select "Main/Organization Layout". Add the required organization levels. Note: The department names (sub levels in the hierarchy) must be unique for ALL levels. 7. In Aranea, check the Site Group Mapping, Start (green icon) and do Full Sync (see CE Manual Directory Services). 8. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager, select the Phonebook and press Edit. Enter the names. 9. For each SOPHO 2000 IPS, define in OpenWorX: - Extensions assigned to CostCenters (from TABS); - Employees; - External Numbers. Aranea will take care that this information is distributed to the Phonebook.

PROCEDURE: Initial Filling of the Databases for Full Distribution, no CRM (DSM, MM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. 2. Start the MAC-Manager in Start/Programs/Management@Net. Select the PBX and perform "PBXs/Get Configuration" for this PBX. Wait until the PBX configuration has been retrieved. Do this for every PBX. 3. Start the Directory Services in Start/Programs/Management@Net/Configurators. Select "Server/DSM-Healing/Synchronise/DNR" and press Start. A Synchronise confirmation box is showing "Synchronise started for DNR". Press OK. Close the "Synchronise Data" box. 4. Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager, select the Phonebook and press Edit. Enter the names. 5. Create Site Group Codes for SOPHO 2000 IPS in the Phonebook. Take care that the name in the "Site Group Description" and "Server Replica Id" are the same as the PBX Name in OpenWorX. 6. Create the Organisation for the SOPHO 2000 IPS sites in the Phonebook: "Groups" tab and "Hierarchy 1". 7. In Aranea, check the Site Group Mapping, Start (green icon) and do Full Sync (see CE

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Manual Directory Services). 8. For each SOPHO 2000 IPS, define in OpenWorX: - Extensions assigned to CostCenters (from Phonebook); - Employees; - External Numbers. Aranea will take care that this information is distributed to the Phonebook.

PROCEDURE: Initial Filling of the Databases for Basic Distribution (CRM, MM)
Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups". - Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. 2. Start the MAC-Manager in Start/Programs/Management@Net. Select the PBX and perform "PBXs/Get Configuration" for this PBX. Wait until the PBX configuration has been retrieved. Do this for every PBX. 3. Start the TABS in Start/Programs/Management@Net. Select "Setting Up/Setup/Action/ Synchronization". Select only "Extension" as Data Type in the "Synchronization" box and press "Sync. Now". A Synchronization Status box is shown. Wait for the result (counters show the progress) and then press Done. A "TABS Events" window will also pop up and shows the progress/result. Close the "Synchronization" box. Close TABS Events box. Close TABS. 4. Start the TABS Call Collector in Start/Programs/Startup. 5. Start the TABS in Start/Programs/Management@Net. Select Site with "Tools/Select Site". Select "Main/Define/Extensions" and enter the names. Do this for every Site.

PROCEDURE: Initial Filling of the Databases for Messaging (EAI, DSM)

Actions 1. If needed, create Site Group Code for External Numbers in the Phonebook: - Start the PhoneWare Phonebook Manager in Start/Programs/PhoneWare/Phonebook Manager. - Select the Phonebook and press Edit. - Select the tab "Site Groups".

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2.

3.

4. 5.

Press New. Set Site Group Code to 999, enter "External Numbers" in the "Site Group Description" and "Server Replica Id". Press Save. For SOPHO 2000 IPS: - Continue in the PhoneWare Phonebook Manager. - Select the tab "Site Groups" and create Site Groups. - Select the tab "Groups" and "Hierarchy 1". Create new hierarchy levels for the new Site Groups. Continue in the PhoneWare Phonebook Manager and enter the extensions and the names: - Select the tab "Directory", press "New" and press the "Contact" tab. Select the "Site Group Code" (1) from the drop down list. - Enter the Extension Number and select the "Site" (local) from the drop down list. - Enter the name in the "Surname" field. In Aranea, check the Site Group Mapping, Start (green icon) and do Full Sync (see CE Manual Directory Services). For each SOPHO 2000 IPS, define in OpenWorX: - Extensions assigned to CostCenters (from Phonebook); - Employees; - External Numbers. Aranea will take care that this information is distributed to the Phonebook.

8.3.

DAILY USE AND DATA DISTRIBUTION

For answers to questions like: "where to enter data in daily use", see online help. Online help is available in the Management@Net Configurators group. The online help is dedicated for the installed configuration and therefore does not give a total overview. The following table shows - per configuration - what data is entered in which module and to which other modules the data is sent (distributed).

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Configuratio Enter n Name Extensio Extensio Extensio Name s in ns in ns in ns in Phonebo MAC CRM MAC ok Full Hospitality Sent to ISPBX / CRM / DSM -

Name Names in Organis Phonebo ation in s in CRM ok CRM Sent to CRM Sent to DSM

Sent to Full ISPBX / Hospitality, no PMS Billing CRM / DSM Full Hospitality, no CRM Basic Hospitality Sent to ISPBX / DSM -

Sent to CRM

Sent to DSM

Sent to DSM Sent to DSM -

Sent to CRM Sent to CRM Sent to ISPBX / MAC / CRM Sent to ISPBX / MAC

Sent to DSM Sent to DSM Sent to DSM

Basic Hospitality, no PMS Billing Full Distribution Sent to ISPBX / CRM / DSM Sent to ISPBX / DSM Sent to ISPBX / CRM

Full Distribution, no CRM Basic Distribution

Sent to Sent to ISPBX / ISPBX / MAC CRM

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Configuratio Enter n Name Extensio Extensio Extensio Name s in ns in ns in ns in Phonebo MAC CRM MAC ok Messaging Yes, but no distributio n

Name Names in Organis Phonebo ation in s in CRM ok CRM Yes, but no distributio n

Whenever SOPHO iS3000 data is distributed to DSM, so to the Phonebook, it is also distributed to OpenWorX by Aranea. Exceptions are: Full Hospitality, Basic Hospitality and Basic Distribution, see also table Table 8-1 Supported Data Distribution Configurations. Table 8-2 Data Entry for SOPHO iS3000 Data

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Configuration Name

Enter Extensions in OWX Emlpoyees in OWX Names in Phonebook Organisati Organisati on in CRM on in Phoneboo k Sent to DSM / OWX Sent to DSM Sent to DSM -

Full Hospitality, no PMS Billing Full Hospitality, no CRM Basic Hospitality, no PMS Billing Full Distribution Full Distribution, no CRM Messaging

Sent to CRM Sent to CRM Sent to CRM / / DSM / DSM OWX Put in Phonebook Put in Phonebook Sent to OWX Sent to OWX

Sent to CRM Sent to CRM Sent to CRM / / DSM / DSM OWX Sent to CRM Sent to CRM Sent to CRM / / DSM / DSM OWX Put in Phonebook Put in Phonebook Put in Phonebook Put in Phonebook Sent to OWX Sent to OWX Sent to OWX Sent to OWX

Whenever SOPHO 2000 IPS data is put in OpenWorX (OWX), it is also distributed to the Phonebook by Aranea. Where CRM is involved, data is also distributed through DSM to CRM. Table 8-3 Data Entry for SOPHO 2000 IPS Data Observe the following general rules: In the Phonebook, the Site Group Code is used to identify the destination(s). External name/number relations are independent of a particular destination. Use Site Group Code "999" for these relations. In the Phonebook and CRM each department (organization level) must have a unique name. In the Phonebook only one organization structure exists in Hierarchy 1, so only one top level in the hierarchy can be made. In the Phonebook each department (organization level) is assigned to a site group (code). In the Phonebook each directory entry must be assigned to a site group (code). In CRM and the Phonebook all extensions must be assigned to a department (organization level), if an organization is used. In CRM you can select only one site at a time, but the top level of the hierarchy must be

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the same for all sites (in multi-site installations), and all other organization levels (departments) must have unique names throughout all sites. Considerations for multiple names: The Phonebook displays all names in separate entries. The Call Reporting Module (CRM) has multiple names, but only shows the last entered name. The MAC-Manager (MAC) only has one name, which is the last entered name.

8.4.

DATA SYNCHRONIZATION

For answers to questions like: "how to synchronise data", see online help. Online help is available in the Management@Net Configurators group. The online help is dedicated for the installed configuration and therefore does not give a total overview. The following table shows - per configuration - where to synchronise what data and which module supplies the data (leading database). Synchronisation is always done for all sites.

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Configuratio Synchronise n Name Extensio Extensio Names in Names Name Organis ation in s in in DDM ns in ns in DSM CRM CRM (MAC / DSM CRM ISPBX) Full Hospitality MAC supplies MAC supplies MAC supplies MAC supplies CRM supplies CRM supplies MAC supplies MAC supplies DSM supplies DSM supplies DSM supplies DSM MAC DSM supplie supplie supplies s s DSM MAC DSM supplie supplie supplies s s MAC supplie s

Hierarch y or Depart ment in DSM CRM supplies CRM supplies -

MAC Full supplies Hospitality, no PMS Billing Full Hospitality, no CRM Basic Hospitality -

DSM supplies

DSM CRM DSM supplie supplie supplies s s DSM CRM DSM supplie supplie supplies s s DSM MAC DSM supplie supplie supplies s s MAC supplie s -

CRM supplies CRM supplies CRM supplies -

DSM Basic supplies Hospitality, no PMS Billing Full Distribution Full Distribution, no CRM Basic Distribution MAC supplies -

DSM supplies DSM supplies CRM supplies

MAC supplies

MAC supplie s

Note that the Phonebook (DSM) contains both iS3000 and 2000 IPS data. Only CRM can handle both the iS3000 and 2000 IPS common data: Surname, Extension and Organisation. Table 8-4 Data Synchronisation for Common Data Synchronisation is normally not needed. It is needed during initial filling (after installation) or when databases have become inconsistent. Synchronisation in an application means updating

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the data in that application from the database in another application (which is considered to be correct).

How do databases become inconsistent? Here are the major reasons: (A part of) an application has not been started while updates are being sent to this application. An example is the Call Reporting Module (CRM): if non-of the applications are running, updates are not processed. Rule: at least one of the applications of CRM must be running, normally the TABS Call Collector. Another example is the DSM Healing Server.

Note: Updates (during data distribution) are retained only for a certain period of time (2 hours). A user updates the same item in two different places at the same time. An example: a user updates a name for the same DNR in both the MAC-Manager and the Call Reporting Module. Rule: follow only the instructions in "where to enter data in daily use". Abnormal termination of an application (power failure). Pending changes could be lost.

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