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Table of Contents
Introduction
About
This
Document
Getting
the
Software
Web
Download
The
Process
Ahead
Installing
TelAlert
Messaging
Server
on
Windows
Step-by-Step
Installation
Instructions
Starting
and
Initializing
TelAlert
Messaging
Server
Troubleshooting
Installations
on
Windows
Installing
TelAlert
Messaging
Server
on
UNIX
Step-by-Step
Installation
Instructions
Starting
and
Initializing
TelAlert
Messaging
Server
Verifying
Your
Installation
Final
Task:
Clean-Up
Troubleshooting
Installations
on
UNIX
Common
Installation
Issues
Message
Delivery
ProblemsBoth
Platforms
Contacting
Technical
Support
Installing
Voice
Hardware
Installing
Modems
Using
TestComm
4 4
4
4
5
6 6
7
7
10 10
11
11
12
12
16 16
17
19 20 22
Introduction
About This Document
This document is designed to help you get started with TelAlert Messaging Server. It provides general instructions for setting up your modem, installing TelAlert Messaging Server, and sending a test message. TelAlert Messaging Server is the central component of MIR3s TelAlert product line. It provides a means for business systems to automatically contact people by a variety of contact devices within a specified amount of time. It allows you to implement a servicelevel without the usual error, delay and uncertainty of manual call-tree methods. TelAlert Messaging Server can be used independently or in combination with TelAlert 6e, the web self-service portal, or with TelAlert Voice Server, which provides recorded voice and synthesized speech functions. For specific information on these products, refer to this Web site:
http://www.mir3.com/Products/TelAlert/index.php
For specific information on administering and configuring TelAlert Messaging Server only, refer to these documents: TelAlert Messaging Server Release Notes for late-breaking, release-specific information. TelAlert Desktop Users Guide for an introduction to graphical user interface (GUI) tools for administering and configuring TelAlert Messaging Server. TelAlert 6e Administrator Guide for detailed information about administering and configuring TelAlert Messaging Server.
Web Download
If at any time you need assistance, you can find TelAlert Technical Support contact information at:
http://www.mir3.com/Contact_Us/Support/index.php
You must make sure to download TelAlert Messaging Server software that matches the operating system of your TelAlert server machine; for example, Windows, HP-UX, Solaris, AIX. If you want to administer or configure TelAlert Messaging Server from a remote Windows desktop workstation, download the TelAlert Desktop package. TelAlert Desktop is only available for Windows, but it can administer a TelAlert Messaging Server running on any supported operating system.
Getting Licenses
Initial license keys for time-limited evaluation copies of TelAlert Messaging Server will be emailed to you after you download the software from the MIR3 Web site:
http://www.mir3.com/eval/telalert
If you need to extend your evaluation period, contact MIR3 Sales at info@mir3.com. The downloaded file associated with this package is TelAlert570.exe (Windows) or unified.tar.z (UNIX/Linux). On Windows, make sure to put this download file in a TEMPORARY directory, not into the TelAlert directory, so that there isnt any file name conflict between the package itself and the telalert executable that will be extracted from the package.
A permanent key does not contain an expiration date, and it does include other keywords to define exactly which TelAlert options you have paid for. All permanent licenses allow an unlimited number of separate destinations.
Installations Involving a Telephone Line The area code associated with the telephone line to which your modem is connected. The number required by your PBX to get a dial tone for placing a local outside call. 8 or 9 is the commonly required value. If this does not apply, no value is required. The number required by your PBX to get a dial tone for placing a long distance call. 8 or 9 is the commonly required value. If this does not apply, no value is required. The number to be dialed after getting a dial tone and before placing a long distance call. In the US, 1 is the commonly required value. If this does not apply, no value is required. Installations Involving Email Messaging The hostname or IP address of the SMTP server that will send your email messages. A valid From address. A valid To address Installations Involving a Modem The port used by the modem. The speed of the modem. The model of the modem. Installations Involving a Dialogic Telephony Card The Dialogic-assigned number of the voice line on the card to which you have connected the telephone line.
In
this
step,
the
install
script
prompts
you
for
certain
information,
specified
in
the
Introduction
About
This
Document
Getting
the
Software
Web
Download
The
Process
Ahead
Installing
TelAlert
Messaging
Server
on
Windows
Step-by-Step
Installation
Instructions
Starting
and
Initializing
TelAlert
Messaging
Server
Troubleshooting
Installations
on
Windows
Installing
TelAlert
Messaging
Server
on
UNIX
Step-by-Step
Installation
Instructions
Starting
and
Initializing
TelAlert
Messaging
Server
Verifying
Your
Installation
Final
Task:
Clean-Up
Troubleshooting
Installations
on
UNIX
Common
Installation
Issues
Message
Delivery
ProblemsBoth
Platforms
6
4 4 4 4 5 6 6 7 7 10 10 11 11 12 12 16 16
Contacting Technical Support Installing Voice Hardware Installing Modems Using TestComm
17 19 20 22
Introduction. You should collect all of this information before beginning. The installation medium you use determines your steps. Follow the instructions in the relevant section below. You need not read the other section.
If Installing from a Downloaded File
A. If you have not done so, download the InstallShield file from the TelAlert Web site into c:\temp or another directory where temporary files may be stored. B. Using Explorer, open the directory containing the file and double-click the icon. Or, in a command window, go to this directory and give the command matching the full name of the file.
The
install
program
walks
you
through
the
remaining
steps,
most
of
which
relate
to
the
configuration
information
you
were
asked
to
collect
in
the
Introduction
About
This
Document
Getting
the
Software
Web
Download
The
Process
Ahead
Installing
TelAlert
Messaging
Server
on
Windows
Step-by-Step
Installation
Instructions
Starting
and
Initializing
TelAlert
Messaging
Server
Troubleshooting
Installations
on
Windows
Installing
TelAlert
Messaging
Server
on
UNIX
Step-by-Step
Installation
Instructions
Starting
and
Initializing
TelAlert
Messaging
Server
Verifying
Your
Installation
Final
Task:
Clean-Up
Troubleshooting
Installations
on
UNIX
Common
Installation
Issues
Message
Delivery
ProblemsBoth
Platforms
Contacting
Technical
Support
Installing
Voice
Hardware
8
4 4 4 4 5 6 6 7 7 10 10 11 11 12 12 16 16 17 19
20 22
Introduction. There are a few points to note. Modem Information If you are installing a modem, the install program presents a drop-down list of modems from which you can choose. If your modem is not listed, it might still be supported. To see if your modem is supported, check the following Web page: http://www.telalert.com/support/misc/modems. If your modem is not listed in the drop-down list but is listed on the Web page, do not provide any modem information to the install program. Rather, install your modem manually at a later time. For instructions on installing a modem manually, see the TelAlert Administrator Guide or the TelAlert Desktop Users Guide. Modem Test If you indicate that you are setting up a modem, the install program automatically attempts to communicate with the device. If the test fails, you are given the choice of changing the settings you provided or proceeding with installation without completing the device set-up.
RestartOccasionally Required Depending on your Windows system, the install program may prompt you to restart your computer at the conclusion of the install process. Launching the Desktop If installation is successful and you are not prompted to re-start the computer, you will be shown a final screen containing a checkbox, checked by default, which will cause TelAlert Desktop to be launched. TelAlert Desktop is a graphical environment containing the Wireless Destination Wizard and TelAdmin. For more information on using TelAlert Desktop, see the TelAlert Desktop Users Guide. Installing TelAlert Desktop on Another Machine TelAlert Desktop can be installed on another Windows machine and used to administer TelAlert Messaging Server remotely. To do this, go to that machine, insert the CD, and choose Install TelAlert Desktop from the splash screen. Or, if you installed TelAlert Messaging Server from a downloaded file, you can return to that page and download TelAlert Desktop by itself.
A successful start/initialization does not necessarily mean that your port is set up correctly. If the modem test failed in Step 4 and you proceeded with installation, the port is inactive. This does not prevent initialization, but the associated device is unusable until the [Port] definition is correctly configured.
10
The port name you provided is the name of a port on your machine, but not the name of the port to which the device is connected. The test found the modem but could not speak to it. You may have chosen the wrong model or speed.
SOLUTION:
SOLUTION: Try
The device is improperly connected, or the cable is faulty. The device is not plugged in to its power source.
SOLUTION:
SOLUTION:
Determine what application owns the port, eliminate the association, and try again.
See what error is returned and follow the relevant instructions below.
11
TelAlert 5.7 Evaluation Quick Start Guide Initialization Problems on Windows Telalert: Not Found" Error
SOLUTION:
telalert: not found The name specified is not recognized as an internal or external command, operable program or batch file.
Did you give the command from the executable files directory? If not, go to that directory or put it in your PATH and give the command again.
Either of these errors means that your system cannot find the correct TelAlert Messaging Server executable file.
Error 2
SOLUTION: Log
This error usually occurs when you are logged on as a user without the permissions required to start TelAlert Messaging Server. You must be logged on as a user with Administrator privileges.
Error 5 Combined With Error 12
SOLUTION: Log
Error*open c:\telalert\telalert.sects error 5: Access is denied. Exit *telalert, error 12: Process (c:\telalert\telalert.ini failure
This error usually occurs when you are logged on as a user without the permissions required to start TelAlert. You must be logged on as a user with Administrator privileges.
Error 12 Alone
SOLUTION: Scroll
up in the window for more specific error messages that may identify the problem.
This indicates one or more errors in the TelAlert Messaging Server configuration file,
telalert.ini.
12
D. Go to the telalert directory created by the tar command: cd telalert E. To launch the install script, issue this command and proceed to Step 4: ./install.sh
The install script walks you through the remaining steps, most of which relate to the configuration information you were asked to collect in the Introduction About This Document Getting the Software Web Download The Process Ahead Installing TelAlert Messaging Server on Windows Step-by-Step Installation Instructions Starting and Initializing TelAlert Messaging Server Troubleshooting Installations on Windows Installing TelAlert Messaging Server on UNIX Step-by-Step Installation Instructions
4 4 4 4 5 6 6 7 7 10 10
13
Starting and Initializing TelAlert Messaging Server Verifying Your Installation Final Task: Clean-Up Troubleshooting Installations on UNIX Common Installation Issues Message Delivery ProblemsBoth Platforms Contacting Technical Support Installing Voice Hardware Installing Modems Using TestComm
11 11 12 12 16 16 17 19 20 22
14
Introduction. Modem Test If you indicate that you are setting up a modem, the install script automatically attempts to communicate with the device. If the test fails, you are given the choice of changing the settings you provided or proceeding with installation without completing the device set-up.
Email Test If you indicate that you will send messages by modem and email, or by email alone, the install script will later ask if you would like to test your installation by sending a test email. If you choose to do this, it will ask you for the address to which the test email should be sent. Note that the email will not be sent until installation is complete and TelAlert Messaging Server has been successfully started.
B. To set these variables for this session, give one of the following two commands, whichever is appropriate. The first is for C shell users; the second is for Bourne or Korn shell users.
source /etc/TelAlert/setdirs.csh . /etc/TelAlert/setdirs.sh
C. Finally, you may want to put the directory containing the TelAlert Messaging Server executables in your PATH.
A successful start/initialization does not necessarily mean that your port is set up correctly. If the modem test failed in Step 4 and you proceeded with installation, the port is inactive. This does not prevent initialization, but the associated device is unusable until the [Port] definition is correctly configured.
15
If TelAlert is Running...
If the install script is able to start and initialize TelAlert Messaging Server perform the following test. If you successfully connect, TelAlert will send an email to the email address you specified in the message. Receiving this email confirms that the modem is properly configured and connected to the phone line. You should receive this email within a couple of minutes. To perform the test, give this command:
./telalertc C Email to <youremailaddress@domain> -m <message> -monitor
The string immediately following the -m is the message; for this test, the message should consist ONLY of your email address. Be sure to: Enclose your message in quotation marks. Enter your email address correctly so the email confirmation can reach you.
-monitor causes TelAlert Messaging Server progress to be reported until the send is complete. In the meantime, output pertaining
to the send appears in the command window. If there is a problem connecting, TelAlert Messaging Server is normally configured to wait a few minutes and retry the connection again, and because of the -monitor option, you will not return to the command prompt while TelAlert Messaging Server is waiting. If you wish to terminate the -monitor feature and regain the command prompt, press Control-C. Notice that terminating the monitor option does NOT terminate the retry attempt(s) configured in TelAlert Messaging Server.
Monitor telalert.trail
The -monitor option is a good way to observe how TelAlert Messaging Server processes a single message or alert. In general use, however, it is better to monitor telalert.trail, where TelAlert Messaging Server output is written. To monitor this file, give this command in a separate command window:
tail -f $TELALERTDIR/telalert.trail
Email Received?
If TelAlert Messaging Server successfully processes the send and you receive a confirmation email, installation and initial configuration are complete and you can begin integrating TelAlert Messaging Server with an outside application. For detailed instructions and files for a particular integration, please contact either sales at info@mir3.com or +1 (858) 724 1276; or support at support@mir3.com, 1-800-489-8611 or +1 (858) 724 1246. If you see error messages, use the Troubleshooting Installations on UNIX section and Common Installation Issues chapter to identify and correct the problem. Message sent means that TelAlert Messaging Server succeeded in delivering the message to the system. If you see Message sent but receive no confirmation email, check to make sure that you entered your email address correctly and are not experiencing network problems that could interfere with the delivery of the email. If necessary, contact TelAlert Technical Support.
16
Consult the readme.txt file located in the CDROM root directory. This contains a list of supported TelAlert Messaging Server platforms, and the matching subdirectory on the CDROM that contains the archive for that platform. Select the appropriate subdirectory for your operating system. (For HP-UX platforms, you may also want to consult the hpuxinfo.txt file in the CDROM root directory, which contains a list showing which PA-RISC chip version is contained in which HP hardware models. If your hardware model is not listed, select the lowest PA-RISC version build available for your HP-UX version.) Select an appropriate hard disk location for temporary files. Copy the telalert.taz archive from the appropriate CDROM subdirectory to your hard disk. Uncompress the archive. Expand the archive (which will create a new temporary subdirectory named telalert to hold the files). Change to the new temporary subdirectory and execute the install.sh script. Then continue with Step 4 on page 22 to answer the prompts from the install script. For example, if you have a Sun 32-bit system running Solaris 7 or later:
cp /cdrom/solar732/telalert.taz /tmp/telalert cd /tmp mv telalert.taz telalert.tar.Z uncompress telalert.tar.Z tar xvf telalert.tar cd telalert ./install.sh
17
TelAlert 5.7 Evaluation Quick Start Guide Modem Test Problems Modem Test "No Such File or Directory" Error
SOLUTION:
try again.
This means that you gave a port name that does not match any existing device file.
Modem Test "No Such Device or Address" Error
SOLUTION: Find
again.
This means that the device file matching the port name you gave is not configured to correspond to any physical port on the machine.
Modem Test "Timeout" Error
SOLUTION: Below
2001/03/16 10:52:21: Modem Timeout error. The Modem does not seem to be responding.
are common causes of this error. Check each of these and try again. The port name you provided is the name of a valid device file on your machine but is not the name of the device file for the port to which the modem is connected. There is a getty or other process running on the port. This must be disabled. The device is improperly connected, or the cable is faulty. The device is not plugged in to its power source.
This means that you provided a valid port name but the test failed to get a response from the modem.
SOLUTION: Try
{2001/03/16} {10:52:21}: Modem initialization error Modem Command: AT&F&K4E1Q0V1X4W0S95=3S0=0S7= 60 Modem Result: ERROR
This means the modem was not the expected model. You may have chosen the wrong model from the list.
18
This error means that your system cannot find the correct TelAlert Messaging Server executable.
the directory containing the TelAlert Messaging Server executable in your PATH? Put it there and repeat the command, or go to that directory and prefix the command with "dot-slash" (./).
SOLUTION: It
This error usually means that you tried to start TelAlert Messaging Server logged in as a user other than the TelAlert Messaging Server owner.
"Error 13" Combined With "Error 12"
is strongly advised that you install TelAlert Messaging Server logged in as root and then change its ownership to a non-root owner. You must run TelAlert Messaging Server logged in as its owner.
SOLUTION: It
Error*open /usr/telalert/telalert.sects error 13: Permission denied Exit *telalert, error 12: Process (/usr/telalert/telalert.ini) failure
is strongly advised that you install TelAlert Messaging Server logged in as root and then change its ownership to a non-root owner. You must run TelAlert Messaging Server logged in as its owner.
This error usually means that you have tried to start TelAlert Messaging Server as a user other than the TelAlert Messaging Server owner.
"Error 12" Alone
SOLUTION: Scroll
up in the window for more specific error messages that may identify the problem.
This error indicates one or more errors in the TelAlert Messaging Server configuration file, telalert.ini.
19
20
When you have installed TelAlert Messaging Server using a time-limited evaluation license, you are limited to fifty destinations until you add permanent key information to the configuration file. (You can define as many destinations as you like, but, after you have used fifty, no new ones can be used.)
SOLUTION: Stopping
and re-starting TelAlert Messaging Server will set the counter to zero. To have TelAlert Messaging Server deliver the message that caused the "Recipient not supported" error, you must send it again. If you need to send to a larger number of destinations as part of your evaluation (for instance, as part of stress testing), please contact TelAlert Sales to have this limit increased.
This warning means that TelAlert Messaging Server could not find an appropriate, active [Port] definition to use to process the message. This problem has two possible causes:
A. The installation program could not communicate with the modem during installation.
If the installation program cannot communicate with the modem during installation, it sets the corresponding [Port] definition in telalert.ini to Active=False. The definition must be set to Active=True for a message to be sent using a [Configurations] definition linked to this port. If the installation program could not communicate with the modem, it is also likely that the port is not configured correctlythat (1) another program owns the port; (2) the modem is not connected; (3) the port name you gave is wrong; or (4) you misidentified the modem model or speed.
SOLUTION: Open
telalert.ini and find the relevant definition under [Port]. Set Active to True. Check the Dev= line for the proper port name, the Modem= line for the correct modem model, and the Speed= line for the correct speed. Make sure that no other program owns the port and the modem is properly connected to the computer, power source, and telephone line. Stop, re-start, and re-initialize telalerte (telalert -stop, then telalert -start -init) and try sending the message again.
B. TelAlert Messaging Server is encountering a modem error or failing to get a dial tone.
If TelAlert Messaging Server repeatedly encounters an ERROR or NO DIALTONE error (ERROR indicates no understandable modem response), it deactivates the associated [Port] definition. This leads to a Type Not Supported warning and affected messages are not sent.
SOLUTION: See
telalert.trail for ERROR or NO DIALTONE errors and take the steps outlined under the relevant error in the
An Off Duty message reporting that the [Configuration] definition has Active=False suggests that TelAlert Messaging Server repeatedly encountered a NO CARRIER or BUSY error and deactivated the relevant [Configurations] definition, thus causing the off duty message. Affected messages are not sent.
SOLUTION: See
telalert.trail for NO CARRIER or BUSY errors and take the steps outlined under the relevant error in the
21
Dialing Errors
Dialing Failed, Error
This means that TelAlert Messaging Server was unable to communicate with the modem and therefore could not dial.
SOLUTION: This
error occurs when a change has occurred to (1) the modem (it has been disconnected from the computer or its power source), (2) the port with which it is associated (it has been taken over by another application; it has been renamed), or (3) the associated [Port] definition in telalert.ini (a setting was modified such that TelAlert Messaging Server no longer understands how to communicate with the modem). Check these items before re-sending the message. If you change telalert.ini, give the telalert -init command. If you change the [Port] definition, stop and re-start TelAlert before re-initializing.
Dialing Failed, No Dial tone
2001/03/16 11:33:35>Event [70]Send Change (17/17), Status: [70]Dialing failed, no dial tone
This means that TelAlert Messaging Server was unable to detect a dial tone and therefore could not dial.
SOLUTION: This
error usually occurs when the phone line is faulty or not plugged in, or when the line is not live. Note that you must use an analog phone line; a digital phone line will damage the modem.
Dialing Failed, No Carrier
This means that TelAlert Messaging Server got a dial tone, dialed the number, and found that the line was not answered, was not answered by a modem, or was answered by a modem that your modem did not understand.
SOLUTION: NO
CARRIER often means that TelAlert Messaging Server is dialing the wrong number. This can happen if your PBX requires a special digit to get an outside line and you entered the wrong value at installation.
Search telalert.trail for the entry with the same timestamp as the no carrier message. Following the modem command ATDT is the phone number represented exactly as TelAlert Messaging Server is dialing it, including any pauses or prefixes. Is this the number TelAlert Messaging Server should be dialing? (Commas are of no concern.) If your PBX requires a special digit to get an outside line and TelAlert Messaging Server is not dialing it, or if you have no PBX and TelAlert Messaging Server is dialing an unnecessary initial digit, open telalert.ini and correct the SpecialAccess value in the [PhonePrefixes] section. Reinitialize TelAlert before trying again.
Dialing Failed, Busy
This means that TelAlert received a busy signal after dialing the number.
SOLUTION: The
line may simply busy. but you should check the items detailed above under NO CARRIER. If you make a change, give the telalert -init command before trying again.
"Failed Call, Connected But Message Not Sent"
2001/05/29 13:50:01>Event [70]Send Change (30/30), Status: [78]Failed call, connected but message not sent
SOLUTION: If
you are using a GSM modem, this may indicate that it could not make a wireless connection. Check the modem and see if its LED is flashing. If the LED is on steadily, re-orient the modems antenna. Also make sure that the SIM card is still valid and has credit available.
Message sent means that TelAlert succeeded in delivering the message to the system.
SOLUTION: Make
sure you entered your email address correctly and are not experiencing network problems that could prevent delivery of the email. If necessary, contact Technical Support.
22
1-800-489-8611 or +1 (858) 724 1246 support@mir3.com The MIR3 support team is available 24/7.
23
24
Installing Modems
If you are using TelAlert Messaging Server with a modem, follow these steps before installing.
See That the Port is Unused and Available to TelAlert Messaging Server
On Windows On Windows, various applications may be associated with a port: fax, UPS, and remote networking software are common examples. If a program uses the port to which you hooked the modem, you must remove the association or use a different port. If you do not know how to determine whether the port is used by another application, or how to eliminate such an association, contact your system administrator. On UNIX The modem port cannot have a process running on it. Also, it cannot allow terminal logins. Finally, TelAlert Messaging Server must have read/write access to the modem file. Using methods appropriate to your system: A. See if a getty or other process is running on the port. If so, permanently disable it. B. Disallow terminal logins to the port, if they are currently permitted. C. Change the modem files permissions so that TelAlert Messaging Server has read-write access. If you do not know how to do these things, contact your system administrator. For your convenience in performing the above tasks, TelAlert Messaging Server provides a port configuration script, fixport.sh, that works on most UNIX versions; it will update the permissions/ownership of the port, and attempt to disable getty/ttymon processes. Before installation, this script can be run from the /scripts directory on the CDROM. After installation, it can be run from the $TELALERTCFG/scripts subdirectory (which by default is /usr/telalert/scripts). You must be logged in as root to run this script; the script takes a single parameter, which is the fully-qualified port modem file name. For example:
# /cdrom/scripts/fixport.sh /dev/tty1
25
26
Using TestComm
TestComm is a port-querying program (its default directory is /usr/telalert or c:\telalert) that you can use to diagnose port problems. When using TestComm to query a port on the machine TelAlert Messaging Server is installed on, use this syntax:
testcomm type device speed
Substitute M for type if setting up a standard modem; substitute MG if setting up a GSM modem. speed must equal 120, 240, 960, 1920, or 3840. When using TestComm to query a port on a terminal server, use this syntax:
testcomm type host service
Substitute NM for type if setting up a standard modem; substitute NMG if setting up a GSM modem.
27