Windows Reference 

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Overview

This section contains information on the following Windows-related topics:

• How to manually configure Tomcat software

• How to install the JRun software

• How to configure the JRun software

• How to access the text-based controls

• How to uninstall the ICM software

During the installation of the ICM, you were given the option to install the Tomcat component. If you chose not to install the Tomcat component because you already had it installed, then you must manually configure Tomcat now to work with CentreVu Internet Solutions. To manually configure Tomcat to work with CentreVu Internet Solutions, do the following:

1. Open the following files using a text editor: c:\Program Files\Avaya\icm\tomcat\icc_sample_web.xml and c:\jakarta-tomcat\Webapps\Root\Web-inf\web.xml (if you installed Tomcat to a directory other than the default, then replace c:\jakarta-tomcat with the installation path).

2. Copy the following servlets from the Avaya icc_sample_web.xml file to the Tomcat web.xml file:

   • AdminServlet

   • WT

   • TS

   • CBScheduler

3. Replace placeholder values in the web.xml file (such as $USERDIR$) with the appropriate value. All placeholders appear between dollar signs.

4. Save the Tomcat web.xml file.

5. Stop and then start the Tomcat service.

If you prefer, you may use the Allaire JRun servlet engine (which you must purchase separately) rather than the Jakarta Tomcat servlet engine. To install JRun and connect it to your web server, do the following:

After you install the JRun software, you must configure it using the JRun Management Console (JMC). You can access the JMC locally by selecting JRun->JRun Management Console from the Start menu, or remotely by entering the following URL in your Web browser: http://{IP_address_of_JMC_server}:8383 . To configure JRun using the JMC, do the following:

1. Configure the classpath by doing the following:

   1. Click the JRun Default Server item in the left pane of the JMC. A menu appears.

   2. Click Java Settings.

   3. Click Classpath. An edit window appears; you may have to expand the window or scroll through it to see the Classpath settings section.

   4. From the Input Field box, click below the default values and add the following values (where {userdir} is the value of the userdir= parameter in the ICM default\systemParms.txt file�typically C:\Program Files\Avaya\icm):

      • {userdir}\vdir

      • {userdir}\vdir\ljtapia.zip

      • {userdir}\vdir\jcert.jar

      • {userdir}\vdir\jsse.jar

      • {userdir}\vdir\jnet.jar

   5. Select the Update button. You can see the values you just entered by clicking the pull-down arrow in the list box next to the Classpath.

2. Configure the aliases by doing the following:

   1. Click the Web Application item in the left pane of the JMC. A menu appears.

   2. Click on Default User Application. A menu appears.

   3. Click on Servlet Definitions.

   4. Select the Edit button in the right pane of the JMC. The Aliases window appears. Note that this window allows you to enter only two aliases at a time.

   5. You must configure aliases for the required servlets (WT, TS, and AdminServlet) and also for those related to optional features such as Centralized Internet Routing Service (the CIRS and CIRSAdmin servlets) and scheduled callbacks (the CBScheduler servlet) that you have installed. For each servlet, class names and init arguments are as follows:

      • WT: com.avaya.com.icm.servlet.WT (classpath); userdir={userdir} (init argument)

      • TS: com.avaya.icm.tunn.TS (classpath); icmHost={ICM server domain name or IP address}, pollInterval={milliseconds, defaults to 5000} (init arguments)

      • AdminServlet: com.avaya.icm.admin.AdminServlet (classpath); userdir={userdir} (init argument)

      • CIRS: com.avaya.icm.servlet.CIRS (classpath); (no init arguments)

      • CIRSAdmin: com.avaya.icm.admin.CIRSAdmin (classpath); userdir={userdir} (init argument)

      • CBScheduler: com.avaya.icm.servlet.CBScheduler (classpath); userdir={userdir} (init argument)

   6. Specify which servlets should be preloaded by JRun. If you are using JRun 3.01, you cannot use the JRun Management Console to administer the preload option�see the readme.txt file for information on how to manually perform this task. If you are using JRun 3.0, do the following to administer preloaded servlets through the JMC:

      1. Click the preLoad order button. A window appears.

      2. Select WT, TS, and AdminServlet under Not Preloaded, and then click the > button transfer all three to PreLoaded . The order in which the servlets preload does not matter.

   7. Click the Update button.

3. Configure the JRun Web Server by doing the following:

   1. Click on JRun Web Server in the left pane of the JMC.

   2. Click on JRun Web Server in the right pane of the JMC. A window appears; you may have to expand the window or scroll down to find the JRun Web Server.

   3. Uncheck the Input Field checkbox.

   4. Click the Update button. The JRun Web Server will have a value of off.

4. Configure the JRun Default Server by doing the following:

   1. Open the Control Panel->Services dialog box.

   2. Select the JRun Default Server and then click Startup...

   3. Select the Allow Service to Interact with Desktop checkbox.

   4. Click the OK button.

5. Restart the JRun service by doing the following:

   1. Click on JRun Default Server in the left pane of the JMC.

   2. Click on the Restart Server button in the right pane of the JMC.

You can get ICM, Agent Router, and CIRS control window functionality through a text-based interface by doing the following:

1. Open a command prompt window on the system on which the software you want to administer is installed. (Depending upon your contact center's configuration, all of the software may be on one server, or ICM may be on a different server from Agent Router, etc.)

2. Change directory to C:\Program Files\Avaya\icm\vdir (or the directory where vdir is if the software is not installed in the default installation directory).

3. Enter one of the following commands, depending on which control window you wish to access:

   • texticm.bat for ICM

   • textar.bat for Agent Router

   • textcirs.bat for CIRS

   Result:
   

   The connection is established after a brief interval.

4. Enter display commands to see a list of available commands.

5. Administer the system as necessary.

To uninstall the ICM software, do the following:

1. Before you uninstall the ICM software, you must stop the following services:

   • Avaya Internet Call Manager service

   • Either the Jakarta Tomcat service or JRun service (depending on which servlet engine you are using)

   • Avaya Voice Media Manager service (if installed)

   • Agent Router service

   To stop the services, do the following:

   1. From the Control Panel, select Services (in Windows 2000, Control Panel-->Admin tools-->Services).

   2. For each service, click on the service name and then click Stop.

2. From the Control Panel, select Add/Remove Programs.

3. Select Avaya Internet Call Manager program (default name), and then select the Add/Remove... button.

4. You may be notified of shared (or locked) files. Answer Ignore or Reboot.