Desktop Wallboard: Installation and Configuration

Desktop Wallboard: Installation and Configuration
Professional Services
Desktop Wallboard
Installation & Configuration
Release 6
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TABLE OF CONTENTS
1.0 OVERVIEW........................................................................................................................... 1
2.0 PREREQUISITES ................................................................................................................. 3
2.1 SERVER HARDWARE .............................................................................................................................. 3
2.2 SERVER SOFTWARE .............................................................................................................................. 3
2.2.1 Citrix Support ................................................................................................................................................ 4
2.3 OPTIONAL SERVER COMPONENTS .......................................................................................................... 4
2.3.1 Collector for Avaya CMS .............................................................................................................................. 4
2.3.2 Collector for Avaya Operational Analyst ....................................................................................................... 4
2.3.3 Collector for Avaya IQ .................................................................................................................................. 4
2.4 CLIENT HARDWARE................................................................................................................................ 5
2.5 DESKTOP CLIENT SOFTWARE ................................................................................................................. 5
2.6 W EB CLIENT SOFTWARE ........................................................................................................................ 6
2.7 CHROME APP ........................................................................................................................................ 6
3.0 CORE SERVER COMPONENTS .......................................................................................... 7
3.1 INSTALLING CORE SERVER COMPONENTS .............................................................................................. 7
3.2 INSTALLATION CONSIDERATIONS FOR W INDOWS 2008 / 2015 ................................................................ 14
3.2.1 Access Database Engine ........................................................................................................................... 14
3.2.2 Internet Information Services ...................................................................................................................... 14
3.2.3 Installation Folder Permissions ................................................................................................................... 21
3.3 CLIENT GATEWAY CONFIGURATION ...................................................................................................... 23
3.3.1 Client Gateway Configuration: Application Settings ................................................................................... 27
3.3.2 Client Gateway Configuration: Log4Net Settings ....................................................................................... 30
3.3.3 Client Gateway Configuration: Remoting Settings ...................................................................................... 31
3.3.3 Client Gateway Configuration: Mail Settings .............................................................................................. 32
3.4 MESSAGE SERVICE CONFIGURATION .................................................................................................... 32
3.4.1 Message Service Configuration: Application Settings ................................................................................ 33
3.4.2 Message Service Configuration: Log4Net Settings .................................................................................... 33
3.4.3 Message Service Configuration: Remoting Settings .................................................................................. 34
3.5 W EB ADMINISTRATION CONFIGURATION................................................................................................ 35
3.5.1 Web Administration Configuration: Application Settings ............................................................................. 35
3.5.2 Web Administration Configuration: Log4Net Settings ................................................................................. 37
3.5 W EB MARQUEE CONFIGURATION.......................................................................................................... 38
3.5.1 Web Marquee Configuration: Application Settings ..................................................................................... 39
3.6 STARTING CORE SERVER COMPONENTS .............................................................................................. 39
3.6.1 Starting Core Components from Service Control Manager ........................................................................ 40
3.7 STOPPING CORE SERVER COMPONENTS .............................................................................................. 42
4.0 COLLECTOR FOR AVAYA CMS (OPTIONAL) ................................................................. 44
4.1 CMS REAL-TIME COLLECTOR CONFIGURATION .................................................................................... 44
4.1.1 Configuring the CMS Collector ................................................................................................................... 44
4.1.2 Configuring the CMS Collector Startup Mode in the Service Control Manager .......................................... 45
4.2 CMSRTC EXPLORER .......................................................................................................................... 48
4.3.1 Resetting CMS Collector Memory Tables................................................................................................... 52
5.0 COLLECTOR FOR AVAYA IQ (OPTIONAL) ...................................................................... 54
5.1 IQ COLLECTOR CONFIGURATION .......................................................................................................... 54
5.1.1 IQ Collector Configuration: Application Settings ......................................................................................... 54
5.1.2 IQ Collector Configuration: Log4Net Settings ............................................................................................. 56
5.1.3 IQ Collector Configuration: Remoting Settings ........................................................................................... 58
5.1.4 IQ Collector Configuration:: Mail Settings .................................................................................................. 58
5.2 IQ EXPLORER ...................................................................................................................................... 58
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6.0 COLLECTOR FOR AVAYA OPERATIONAL ANALYST (OPTIONAL) .............................. 60
6.1 OA REAL-TIME COLLECTOR CONFIGURATION ....................................................................................... 60
6.1.1 OA Real-Time Collector Configuration: Application Settings ...................................................................... 60
6.1.2 OA Real-Time Collector Configuration: Log4Net Settings .......................................................................... 62
6.1.3 OA Real-Time Collector Configuration: Remoting Settings ........................................................................ 63
6.1.4 OA Collector Configuration: Mail Settings .................................................................................................. 64
7.0 MARQUEE.......................................................................................................................... 65
7.1 INSTALLING THE MARQUEE ................................................................................................................... 65
7.1.1 Silent Installation ........................................................................................................................................ 69
7.2 MARQUEE CONFIGURATION .................................................................................................................. 70
APPENDIX A - TROUBLESHOOTING ..................................................................................... 73
APPENDIX B - LIST OF ACRONYMS ...................................................................................... 74
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LIST OF FIGURES
Figure 1: DW Marquee Display ..................................................................................................................... 1
Figure 2: Server - Installation Welcome Screen ........................................................................................... 7
Figure 3: Server – License Agreement Screen ............................................................................................. 8
Figure 4: Server - Setup Type ....................................................................................................................... 9
Figure 5: Server - Custom Setup Screen .................................................................................................... 10
Figure 6: Server - Installation Directory Screen in Custom Setup .............................................................. 11
Figure 7: Server – Ready to install Screen ................................................................................................. 12
Figure 8: Server - Installation Progress Screen .......................................................................................... 13
Figure 9: Server - Installation Complete Screen ......................................................................................... 13
Figure 10: IIS Manager - WebAdmin .......................................................................................................... 16
Figure 11: IIS Manager - Basic Settings Dialog .......................................................................................... 17
Figure 12: IIS Manager - Application Pools ................................................................................................ 18
Figure 13: Advanced Settings Dialog .......................................................................................................... 19
Figure 14: Advanced Settings - Identity ...................................................................................................... 20
Figure 15: Application Pool Identity Dialog ................................................................................................. 20
Figure 16: Installation Folder Context Menu ............................................................................................... 22
Figure 17: Folder Permission ...................................................................................................................... 23
Figure 18: Client Gateway Configuration File ............................................................................................. 27
Figure 19: Windows Service Control Manager ........................................................................................... 40
Figure 20: SCM - Client Gateway Entry ...................................................................................................... 41
Figure 21: SCM Start Service Button .......................................................................................................... 41
Figure 22: Desktop Wallboard Event Log ................................................................................................... 42
Figure 23: SCM Stop Service Button .......................................................................................................... 43
Figure 24: CMSRTC - Configuration File .................................................................................................... 45
Figure 25: SCM - CMSRTC Entry ............................................................................................................... 46
Figure 26: SCM - CMSRTC Properties Dialog ............................................................................................ 47
Figure 27: SCM - CMSRTC Startup Type ................................................................................................... 48
Figure 28: CMSRTC Explorer ..................................................................................................................... 49
Figure 29: CMSRTC Explorer - CMS Selection .......................................................................................... 50
Figure 30: CMSRTC Explorer - Retrieved Data .......................................................................................... 51
Figure 31: CMSRTC Explorer - Record Selected ....................................................................................... 52
Figure 32: CMSRTC Explorer - Reset Menu .............................................................................................. 53
Figure 33: Memory Table Reset Confirmation ............................................................................................ 53
Figure 34: IQ Explorer ................................................................................................................................. 59
Figure 35: Marquee - Installation Welcome Screen .................................................................................... 65
Figure 36: Marquee – License Agreement Screen ..................................................................................... 66
Figure 37: Marquee - Server IP/Port Screen .............................................................................................. 66
Figure 38: Marquee – Character Encoding Screen .................................................................................... 67
Figure 39: Marquee - Installation Directory Screen .................................................................................... 68
Figure 40: Marquee - Installation Progress Screen .................................................................................... 68
Figure 41: Marquee - Installation Complete Screen ................................................................................... 69
Figure 42: Windows Run Dialog ................................................................................................................. 70
Figure 43: Marquee Registry Entries .......................................................................................................... 71
Figure 44: LoggingEnabled Value Editor .................................................................................................... 71
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LIST OF TABLES
Table 1: Server Hardware Requirements ..................................................................................................... 3
Table 2: Server Software Requirements ....................................................................................................... 3
Table 3: Client Hardware Requirements ....................................................................................................... 5
Table 4: Client Software Requirements ........................................................................................................ 5
Table 5: Client Gateway Serivce - Application Settings .............................................................................. 30
Table 6: Client Gateway Service - Log4Net Settings .................................................................................. 31
Table 7: Client Gateway Service - Remoting Settings ................................................................................ 32
Table 8: Client Gateway Service - Mail Settings ......................................................................................... 32
Table 9: Message Service - Application Settings........................................................................................ 33
Table 10: Message Service - Log4Net Settings.......................................................................................... 34
Table 11 : Message Service - Remoting Settings ....................................................................................... 35
Table 12: Web Administration - Application Settings .................................................................................. 37
Table 13: Web Administration - Log4Net Settings ...................................................................................... 38
Table 14: Web Marquee - Application Settings........................................................................................... 39
Table 15: IQ Collector - Application Settings .............................................................................................. 56
Table 16: IQ Collector - Log4Net Settings .................................................................................................. 57
Table 17: IQ Collector - Remoting Settings ................................................................................................ 58
Table 18: IQ Collector - Mail Settings ......................................................................................................... 58
Table 19: OA Real-Time Collector - Application Settings ........................................................................... 62
Table 20: OA Real-Time Collector - Log4Net Settings ............................................................................... 63
Table 21: OA Real-Time Collector - Remoting Settings ............................................................................. 64
Table 22: OA Real-Time Collector - Mail Settings ...................................................................................... 64
Table 23: Appendix A - Troubleshooting ..................................................................................................... 73
Table 24: Appendix B – Acronyms .............................................................................................................. 74
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1.0 Overview
Desktop Wallboard (DW) is a reporting solution that empowers agents by keeping them
informed of contact center performance levels, bulletins, and instant notifications from
administrators. The DW desktop solution features multiple scrolling marquees working together
(Figure 1: DW Marquee Display) to display dynamic information gathered from multiple sources
including Avaya Call Management System, Avaya Operational Analyst, Avaya IQ and the DW
database.
Note: CMS, OA and IQ marquees are dependent on the optional CMS, OA and IQ server-side
connector components.
Figure 1: DW Marquee Display
The CMS marquee provides agents with a data feed from the Call Management System (CMS).
Data is retrieved directly from the CMS server through three near real-time custom reports
(Agent, Skill, and VDN). As the reports are run, their output is pushed from the CMS to the DW
server where it is stored in memory within the CMS Real-Time Collector service. Individual
CMS marquees pull data from the DW server based on the CMS item configuration for the DW
group that the agent belongs too. As the data is pulled from the DW server, it is checked against
any configured thresholds that may exist. If the data exceeds a configured threshold, special
threshold processing takes place.
The OA marquee provides agents with a data feed from Operational Analyst (OA). OA data is
retrieved from the OA server through the OA Data Export API. The DE API is used to setup a
series of queries that are run against the Agent State, Agent Service Class, Service Class, and
Service Class Summary tables. As the queries are run, their output is retrieved by the OA RealTime Collector service and stored in memory. Individual OA marquees pull data from the DW
server based on the OA item configuration for the DW group that the agent belongs too. As the
data is pulled from the DW server, it is checked against any configured thresholds that may
exist. If the data exceeds a configured threshold, special threshold processing takes place.
The IQ marquee is similar to the OA marquee in that data is retrieved from the IQ server via IQ’s
Data Export API. However, the IQ integration requires the deployment of 4 custom reports
(Agent, Queue, Route Point, and Source) on the IQ report server. The IQ Collector then uses
those reports to capture specific information from the IQ server. As with the CMS and OA
integrations the data is then checked against configured thresholds and displayed accordingly.
The Message marquee provides a scrolling list of bulletins sent to agents by administrators.
Bulletins are created using the web-based administration application, and they are stored within
the DW database. The Message service is responsible for managing bulletins and pushing
them to connected recipients.
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Additionally, agents can be sent instant notifications. Instant notifications are brief textual
messages that are created through the web-based administration application. Instant
notifications are sent directly to individual agents and are displayed as pop-up windows in the
foreground of the agents desktop. Instant notifications are not stored within the system.
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2.0 Prerequisites
2.1 Server Hardware
The following server hardware is considered the minimum required for a base installation of
Desktop Wallboard.
CPU
RAM
Network Connections
Drives
Disk Space
Intel Core 2 Duo or greater
or
AMD Athlon II or greater
1GB of available (not TOTAL).
One NIC Card for client network access.
CD-ROM Drive
20 MB available.
Table 1: Server Hardware Requirements
Note: This is a general specification. However, it should meet recommended system
requirements for respective OS. (Ex.) Recommended system requirement for Windows 2012 is
in the following link: https://technet.microsoft.com/en-us/library/jj200132.aspx.
2.2 Server Software
The following server software is required for a base installation of DW.
Operating System
Application Framework
Installation Software
Web Server
License Server
XML Parser
Database Connectivity
Display Resolution
 Windows 2008, x64
 Windows 2012, x64
Microsoft .NET Framework 4.0.30319.
Windows Installer 2.0 or higher.
Internet Information Server with ASP.NET.
Web License Manager (WebLM) 6.3.4 or
higher.
Microsoft XML Core Services 4.0 or higher.
2010 Microsoft Access Database Engine
redistributable x86 SP2.
(http://www.microsoft.com/ensg/download/details.aspx?id=13255)
800x600 minimum. 1024x768
recommended.
Table 2: Server Software Requirements
Note: Some versions of Windows (ex. Windows 2008) include the .NET Framework out of the
box. However, ASP.NET is not enabled by default. To add ASP.NET use Add/Remove
Windows Components within the Add/Remove Programs option in Control Panel. ASP.NET
can be found under the Application Server component.
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Note: When installing the Microsoft Access Database Engine redistributable make sure that you
install 32bit version.
2.2.1 Citrix Support
The Desktop Wallboard marquee has been tested in a Citrix environment. Specifically it has
been tested against Presentation Server v4 under both ICA and RDP protocols with no issues
reported.
2.3 Optional Server Components
If this installation will include any of the optional DW data servers (i.e. CMS, OA, or IQ) then the
following additional hardware is required.
2.3.1 Collector for Avaya CMS
The Collector for Avaya CMS requires the prior installation/configuration of at least one Avaya
CMS server version 6.0 or higher.
2.3.2 Collector for Avaya Operational Analyst
The Collector for Avaya OA requires the prior installation and configuration of one Avaya OA
server version 7.2 or higher. In addition, the OA server must have the Data Export feature
installed and configured.
2.3.3 Collector for Avaya IQ
The Collector for Avaya IQ requires the prior installation and configuration of one Avaya IQ
server version 5.1 or higher. In addition, the IQ server must have the Data Export feature
installed and licensed on the Avaya IQ report server.
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2.4 Client Hardware
The following hardware is considered the minimum recommended for agent workstations.
CPU
RAM
Disk Space
Network Connections
Intel Core 2 Duo or later
or
AMD Athlon II or later
512 MB minimum.
20 MB of available disk space.
1 network interface card
Table 3: Client Hardware Requirements
2.5 Desktop Client Software
The following software is required for agent workstations.
Operating System
Installation Software
XML Parser
Display Resolution
 Windows 8, x86 or x64
 Windows 7, x86 or x64
 Windows Vista, x86 or x64
Windows Installer 2.0 or higher
Microsoft XML Core Services 4.0 or higher.
800x600 minimum. 1024x768
recommended.
Table 4: Client Software Requirements
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2.6 Web Client Software
The following software is required for agent workstations.
Operating System
Web Browser
Display Resolution








Windows 8, x86 or x64
Windows 7, x86 or x64
Windows Vista, x86 or x64
IE10 and IE11
Firefox 11 to 35
Chrome 16 to 40
Opera 16 to 27
Safari 7 and 8
800x600 minimum. 1024x768
recommended.
Table 5: Web Client Software Requirements
2.7 Chrome App
The following software is required for agent workstations.
Operating System
Web Browser
Display Resolution
 Windows 8, x86 or x64
 Windows 7, x86 or x64
 Windows Vista, x86 or x64
 Chrome OS
 Chrome 40 or higher.
800x600 minimum. 1024x768
recommended.
Table 6: Chrome App Software Requirements
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3.0 Core Server Components
3.1 Installing Core Server Components
Note: If you are upgrading from a previous version of Desktop Wallboard make sure to create a
backup copy of your existing database file. The database file is located in the Desktop
Wallboard installation directory (ex. C:\Program Files\Avaya\Desktop Wallboard). It is named
“AvayaDW.mdb” or “AvayaDSI.mdb”.
To install the core components:
1. Insert the DW installation CD into the machines CD-ROM drive.
2. Open Windows Explorer and navigate to the CD-ROM drive.
3. Double-click the file ADW_Server_XX_YY_ZZ.exe, where XX_YY_ZZ corresponds to
the version of the installation (ex. Server_06_00_00.exe). The installation welcome
screen will be displayed.
Figure 2: Server - Installation Welcome Screen
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Note: Prior to launching the installation welcome screen, the installation program will check for
the presence of prerequisite software. If any of the prerequisites are not met, the installation will
be aborted. For further information concerning prerequisites see section 2.2 Server Software
(pg. 3).
4. Click Next to continue the installation.
5. Review and accept the terms. Click Next to continue the installation.
Figure 3: Server – License Agreement Screen
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6. Click Setup Type.
a. Typical installs Core Server feature only.
b. Custom allows user to choose installation features and installation path.
c. Complete installs all the features.
Figure 4: Server - Setup Type
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7. Select the components to install in Custom Setup.
Figure 5: Server - Custom Setup Screen
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8. Verify the installation destination directory. You may accept the default or select a
custom installation directory.
Figure 6: Server - Installation Directory Screen in Custom Setup
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9. Click Install to begin the actual installation.
Figure 7: Server – Ready to install Screen
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10. During the installation a progress screen will be displayed.
Figure 8: Server - Installation Progress Screen
11. After the installation completes, click Finish to finalize the installation.
Figure 9: Server - Installation Complete Screen
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Note: After finalizing the installation make sure to follow the steps covered in sections 3.3
Client Gateway Configuration (pg. 23), 3.4 Message Service Configuration (pg. 32), 3.5
Web Administration Configuration (pg. 35), 4.1 CMSRT Service Configuration (pg. 42), 5.1
IQ Service Configuration (pg. 52), and 6.1 OA Service Configuration (pg. 58) to properly
configure each core component.
3.2 Installation Considerations for Windows 2008 / 2015
The following items should be considered when installing the Desktop Wallboard Server on a
Windows 2008 / 2015 server. As Microsoft’s most advanced operating system there are specific
differences in Windows 2008 / 2015 that have to be accounted for that were not present in
previous releases of the Windows operating system.
3.2.1 Access Database Engine
One of the software prerequisites of the Desktop Wallboard server is the Microsoft Access
Database Engine. The ADE is Microsoft’s replacement for the JET database engine.
When preparing the Windows 2008 server for installation of the Desktop Wallboard server make
sure the appropriate Access Database Engine is installed. If the incorrect type is installed the
DW services will fail to run and/or the Web Admin will not be able to properly access the DW
database.
3.2.2 Internet Information Services
Windows comes with Internet Information Service v7. If SP1 is applied, it will be IIS v7.5. IIS
v7.x is a significant departure from previous versions of IIS. As a result there are certain manual
steps you will need to take when installing Desktop Wallboard on a Windows 2008 system in
order to ensure the proper functioning of the software.
Installation of Microsoft IIS
Procedure:
1. Choose Start > Administrative Tools > Service Manager.
2. In the left-hand column of the Server Manager, right-click Roles, and select Add Roles.
3. Review the requirements for the new role, and click Next.
4. Under Server Roles select Application Server.
5. If an Add Roles Wizard message box that lists features required by Application Server
appears, click Add Required Features.
6. Under Application Server, select Role Services.
7. Select Web Server (IIS) Support.
8. If an Add Roles Wizard message box appears, listing features required by Web Server
(IIS) Support appears, click Add Required Features.
9. Click Next.
10. On the Introduction to Web Server (IIS) page, click Next.
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11. On the Select Role Services page, under Common HTTP Features, select the
following services:
 Static Content
 Default Document
 Directory Browsing
 HTTP Errors
 HTTP Redirection
Important: All other services boxes must be cleared
12. On the Select Role Services page, under Application Development, select the
following services:
 ASP.NET
 .NET Extensibility
 ASP
 ISAPI Extensions
 ISAPI Filters
 Server Side Includes
Important: All other services boxes must be cleared
13. On the Select Role Services page, under Health and Diagnosis, select the following
services:
 HTTP Logging
 Logging Tools
 Request Monitor
 Tracing
Important: All other services boxes must be cleared
14. On the Select Role Services page, under Security, select ALL services.
15. On the Select Role Services page, under Performance, select ALL services.
16. On the Select Role Services page, under Management Tools, select the following
services:
IIS Management
IIS Management Scripts and Tools
Management Service
All items under IIS 6 Management Compatibility
Important: All other services boxes must be cleared
17. Click Next.
Application Pool Support for 32 Bit Applications
As noted previously Windows 2008 is a 64-bit operating system. In order to support backwards
compatibility of web applications created for previous 32-bit versions of Windows IIS includes a
property that instructs application pools to run as if they are on a 32-bit operating system. This
causes and issue with the Desktop Wallboard Web Admin as the application includes native
support for 64-bit environments. Because of this it is important to ensure the application pool
that the Web Admin executes within has support for 32-bit applications enabled.
To check the setting of the 32-bit application support property:
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1. Open IIS Manager by going to Start → All Programs → Administrative Tools →
Internet Information Services (IIS) Manager
2. Expand the local server and Default Web Site nodes to locate the WebAdmin entry.
Figure 10: IIS Manager - WebAdmin
3. Click Basic Settings… under Actions on the right side of the dialog. This will bring up a
dialog for editing the basic settings of the web site.
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4. Make a note of the application pool listed in the basic settings. By default the app pool is
DWAppPool.
Figure 11: IIS Manager - Basic Settings Dialog
5. Dismiss the dialog by clicking Cancel.
6. In the main IIS Manager dialog click Application Pools under the server node in the left
hand pane under Connections.
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Figure 12: IIS Manager - Application Pools
7. Select the application pool that you noted from the Basic Settings dialog of the Web
Admin site.
8. Click the Advanced Settings option in the Edit Application Pool section under
Actions in the right hand pane. This will bring up the Advanced Settings dialog.
9. Ensure the Enable 32-bit Applications property is set to True.
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Figure 13: Advanced Settings Dialog
10. Dismiss the dialog by selecting Cancel.
11. Locate WebMarquee entry in Default Web Site.
12. Click Basic Settings… under Actions on the right side of the dialog. This will bring up a
dialog for editing the basic settings of the web site.
13. Select ApplicationPool noted in Step4.
14. Dismiss the dialog by selecting Ok.
Application Pool Identity
Every application pool executes under a specific user account. The account the pool executes
under governs the access rights available to the pool and any applications running within that
pool. By default, application pools in Windows 2008 execute using a default account called
ApplicationPoolIdentity. This account does not have sufficient privileges to be able to access
the Desktop Wallboard database. Because of this it is important to change the identity used by
the application pool the Web Admin executes within. The recommended identity to use is
Network Service.
To set the application identity of the DW application pool, follow the steps described in the
section Application Pool Support for 32 Bit Applications to identify the specific application
pool used by the Web Admin and to access the advanced settings of the specific application
pool.
Once you have opened the advanced settings dialog for the application pool:
1. Click the Identity entry within the Process Model section, and then click the ellipsis
button.
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Figure 14: Advanced Settings - Identity
2. In the Application Pool Identity dialog ensure Built-in Account is selected, and then
within the dropdown select Network Service.
Figure 15: Application Pool Identity Dialog
3. Click OK to apply the change and dismiss the dialog.
4. Click OK again to dismiss the Advanced Settings dialog.
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.NET Framework Version
Desktop Wallboard v6 was developed using the .NET Framework v4.0, and use of this specific
framework version is critical to the proper function of the DW software.
In some cases the Windows 2008 server may have been configured to use another version of
the .NET Framework as the default for certain application pools within IIS. Because of this you
should verify that the application pool which the DW Web Admin executes within has been
configured to use the v4 release of the .NET Framework.
To set verify which .NET Framework version the application pool is using, follow the steps
described in the section Application Pool Support for 32 Bit Applications to identify the
specific application pool used by the Web Admin and to access the advanced settings of the
specific application pool.
Once you have opened the advanced settings dialog for the application pool:
1. Verify that the .NET Framework Version property within the General section is set to
v4.0. If it is not, select v4.0 from the dropdown menu.
2. Click OK to apply the change and dismiss the Advanced Settings dialog.
3.2.3 Installation Folder Permissions
Desktop Wallboard is composed of various different services and the Web Admin. If installed
and configured properly all of these components will execute under the built-in Network
Service identity of Windows 2008. Because of this it is important to verify that read/write access
on the DW installation folder has been granted to the Network Service identity. This ensures
that all services and the Web Admin will have proper access to the DW database as well as the
default log file folder.
To verify that the Network Service identity has been granted read/write access to the DW
installation folder:
1. Open File Explorer and navigate to the DW installation folder (ex. C:\Program Files
(x86)\Avaya\Desktop Wallboard).
2. Right click on the Desktop Wallboard folder and select Properties in the context menu.
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Figure 16: Installation Folder Context Menu
3. In the folder properties dialog click the Security tab.
4. Ensure that Network Service is listed in the Groups or user names list. If it is not listed
you must add it.
5. Once the Network Service identity is listed ensure that it has the Full Control
permission for the DW folder.
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Figure 17: Folder Permission
3.3 Client Gateway Configuration
The Client Gateway service is responsible for managing all marquee connections into the DW
system. Its configuration is critical to the proper functioning of Desktop Wallboard.
All configuration information for the Client Gateway service is contained in the file
ClientGateway.exe.config located in the DW installation directory.
Note: DW configuration files are simple text files that may be edited using a standard text editor
(ex. Notepad, UltraEdit32, …).
Note: Configuration files contain key/value pairs. Key entries should NEVER be changed. Only
value entries are configurable.
The Client Gateway configuration file is divided into three primary sections: Application
Settings, DIAGNOSTIC SETTINGS, and Remoting Settings.
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The following is an example configuration file for the Client Gateway server.
<?xml version="1.0"?>
<configuration>
<configSections>
<section name="log4net" type="System.Configuration.IgnoreSectionHandler" />
</configSections>
<startup>
<supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.0"/>
</startup>
<!-- Application Settings
This section is used for custom application settings that are needed by
the DW Connector service.
IP:
Use the "IP" key to set the IP address that the service will use when
listening for client connections.
Port:
Use the "Port" key to specify which port the service should bind too.
EncodingType:
Indicates what type of data character encoding should be used for sending/receiving
data on the network. Available encoding values are ASCII, UNICODE, UTF7, or UTF8.
Currently the DSI marquee only supports processing data from the Client Gateway that
is encoded as ASCII or UTF8.
IdleClientConnectionTimeout:
Controls the length of time (in seconds) the service will use in determining if a
client connection needs to be terminated. This is a type of keep-alive mechansim.
The minimum setting is 90 seconds.
PendingMembersTimeout:
Controls the length of time (in seconds) that the service will wait
between checking internal structures for client connections that have
not been authenticated. Any client connections that have not been
authenticated and are older than the timeout will be disconnected.
AuthenticationLevel:
Indicates at what level the server should attempt to authenticate users.
Possible values include:
0 (None):
1 (Full):
Users are not authenticated except to verify that they do
exist in the DW system and that they are configured as a
member of a group.
Users are authenticated based on their username and
password. If the user enters a valid username and password,
but the users account is not configured as a member of a
group the authentication will fail.
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Database:
The database key contains the path to the physical Access database used
by DW.
IQCollector:
This is the URI value used to contact the Desktop Wallboard Collector for Avaya IQ service. If
this installation does not include Avaya IQ integration, this value can be ignored.
Otherwise, make sure to adjust the port accordingly.
OARTCollector:
This is the URI value used to contact the OA Real-Time Collector service. If
this installation does not include OA integration, this value can be ignored.
Otherwise, make sure to adjust the port accordingly.
IQCollector:
This is the URI value used to contact the IQCollector. If this installation does not include IQ
integration, this value can be ignored. Otherwise make sure to adjust the IP:Port accordingly.
StatisticsServer:
This is the URI value used to contact the StatisticsServer. If this installation does not include CMS
integration, this value can be ignored. Otherwise make sure to adjust the IP:Port accordingly.
LicenseServer:
This is the URI value used to contact the Weblm Server. Make sure to adjust the IP:Port
accordingly.
NotificationList:
This is the email ids to be notified. If Notification Mail is not configured, this value can be ignored.
Multiple email ids can be separated by semicolon(;)
(e.g.) <add key="NotificationList" value="email1@domain.com;email2@domain.com"/>
-->
<appSettings>
<add key="IP" value="127.0.0.1" />
<add key="Port" value="5501" />
<add key="EncodingType" value="ASCII" />
<add key="IdleClientConnectionTimeout" value="120" />
<add key="PendingConnectionTimeout" value="60" />
<add key="AuthenticationLevel" value="0" />
<add key="Database" value="C:\Program Files\Avaya\Desktop Wallboard\AvayaDW.mdb" />
<add key="IQCollector" value="tcp://127.0.0.1:5604/IQCollector/IQManager.rem" />
<add key=”OARTCollector” value=”tcp://127.0.0.1:5603/OARTCollector/OARTManager.rem” />
<add key="StatisticsServer" value="tcp://127.0.0.1:5605/StatisticsServer/Statistics.rem"/>
<add key="LicenseServer" value="https://127.0.0.1:52233/WebLM/LicenseServer"/>
<add key="NotificationList" value=""/>
</appSettings>
<!-- Log4Net Settings
This section is used to configure the logging capabilities built into the connector
server.
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The following settings are all that should be modified:
file:
This controls the name of the log file and the location where it will be saved.
maxSizeRollBackups: This controls the number of rolled over logs to keep.
maximumFileSize:
This controls the maximum size of the log file.
level:
This controls the logging level. Possible settings include:
- OFF
- FATAL
- ERROR
- WARN
- INFO
- DEBUG
- ALL
*NOTE: For further information about Log4NET go to: http://logging.apache.org/log4net/
-->
<log4net>
<appender name="RollingFileAppender" type="log4net.Appender.RollingFileAppender">
<file value=".\Logs\ClientGateway.log" />
<appendToFile value="true" />
<rollingStyle value="Size" />
<maxSizeRollBackups value="5" />
<maximumFileSize value="1000KB" />
<staticLogFileName value="true" />
<layout type="log4net.Layout.PatternLayout">
<header value="********************************************&#xA;[ START LOGGING ]
&#xA;********************************************&#xA;" />
<footer value="********************************************&#xA;[ STOP LOGGING ]
&#xA;********************************************&#xA;&#xA;" />
<conversionPattern value="%date %-5level - %message%newline" />
</layout>
</appender>
<root>
<level value="ERROR" />
<appender-ref ref="RollingFileAppender" />
</root>
</log4net>
<!-- Remoting Settings
This section is used to control the setup of the port used by objects that
are exposed via remoting subsystem for access by other processes.
*NOTE: The only item in this section that can be changed is the "port"
attribute of the "channel" entry. However, changing the port will
impact other DW server processes.
-->
<system.runtime.remoting>
<application name="ClientGateway">
<channels>
<channel ref="tcp" name="tcp1" port="5601">
<serverProviders>
<formatter ref="binary" typeFilterLevel="Full" />
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</serverProviders>
</channel>
</channels>
</application>
</system.runtime.remoting>
<!-- MAIL SETTINGS
Mail configuration depends on mail server. The following are the examples of Mail Configuration:
(e.g)
POP3 (DefaultPort: 587)
<network host="smtp.office365.com" port="587" defaultCredentials ="false"
userName="DONOTREPLY@domain.com" password="****" enableSsl="true" />
EXCHANGE (DefaultPort: 25)
<network host="eu-exchange.domain.com" port="25" defaultCredentials ="false"
userName="DONOTREPLY@domain.com" password="****" enableSsl="false" />
-->
<system.net>
<mailSettings>
<smtp>
<network host="" port="" defaultCredentials ="" userName="" password="" enableSsl="" />
</smtp>
</mailSettings>
</system.net>
</configuration>
Figure 18: Client Gateway Configuration File
3.3.1 Client Gateway Configuration: Application Settings
The Application Settings section (i.e. <appSettings>…</appSettings>) of the configuration file
governs the general functioning of the Client Gateway server. The following table describes
each property and their potential values.
Property
Description
Values
The actual IP address of the
server in dotted quad format.
IP
This property specifies which
IP address the Client
Gateway should use when
listening for client
connections.
Note: Setting the IP property
to the loop back address
(127.0.0.1) will suffice for
local testing on the server
itself, but the server will not
be able to receive connection
requests from outside the
server.
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The property specifies which
port the Client Gateway
should bind to.
Property that specifies what
character encoding to use
EncodingType
when sending or receiving
data to clients.
This property controls how
often the Client Gateway will
check for idle client
connections. If a connection
IdleClientConnectionTimeout
is determined to be idle (no
activity within the timeout
period) it will be closed by the
Client Gateway.
This property governs how
long the service will permit a
client to remain connected
PendingConnectionTimeout
without sending
authentication/verification
credentials.
Port
Can be any port value not in
use by another process or the
system.
Supported values are:
 ASCII
 UTF8
Minimum value is 90
seconds. Default is 120
seconds.
Could be any value greater
than 0. Default is 60. Time is
in seconds.
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AuthenticationLevel
This property governs
whether the service will
attempt to authenticate the
client connection based on
username/password
combination, or simply verify
that the username is valid
within the DW system.
Database
This property lets the service
know where to look for the
DW system database file.
IQCollector
This is the URI of the
IQCollector service. The
Client Gateway uses this
value to communicate with
the Desktop Wallboard
Collector service for Avaya
IQ.
OARTCollector
This is the URI of the
OARTCollector service. The
Client Gateway uses this
value to communicate with
the OA Real-Time Collector
service.
StatisticsServer
This is the URI of the
StatisticsServer service. The
Client Gateway uses this
value to communicate with
the Statistics service.
LicenseServer
This is the URI of the WebLM
server. The Client Gateway
uses this value to
communicate with the
WebLM..
NotificationList
This is the notification list to
alert License State change.
“0” results in simple
username verification.
“1” results in full
username/password
authentication.
Should be the fully qualified
path to the DW system
database file. Typically this
would be located in the same
directory as the service.
The only portion of this value
that is configurable is the
IP:Port combination. If the
IQCollector resides on the
same box as the Client
Gateway, the IP can be left as
127.0.0.1.
The only portion of this value
that is configurable is the
IP:Port combination. If the
OARTCollector resides on the
same box as the Client
Gateway, the IP can be left as
127.0.0.1.
The only portion of this value
that is configurable is the
IP:Port combination. If the
OARTCollector resides on the
same box as the Client
Gateway, the IP can be left as
127.0.0.1.
The only portion of this value
that is configurable is the
IP:Port combination of the
external WebLM server. If the
WebLM resides on the same
box as the Client Gateway,
the IP can be left as
127.0.0.1.
A valid email address.
Multiple email address can be
separated by semicolon. If
Notification Mail is not
configured, this value can be
ignored.
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Table 5: Client Gateway Serivce - Application Settings
3.3.2 Client Gateway Configuration: Log4Net Settings
The Log4Net Settings section (i.e. <log4net>…</log4net>) of the configuration file controls
whether the Client Gateway writes diagnostic information to a log file. The following table
describes the properties that may be changed and their potential values.
Note: Logging is a resource intensive process and can negatively impact the performance of
the Client Gateway service. It should only be used when directed by Avaya support personnel.
Note: Changes to the logging settings take effect immediately. You do not have to restart the
service.
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Property
File
MaxSizeRollBackups
MaximumFileSize
Description
This property specifies the
name of the log file and
optional the path to the file. If
no path (fully qualified or
relative) is supplied the log file
will be written to the local
folder.
This property controls how
many copies of the log file will
be saved when it is rolled over
(reaches the maximum file
size).
This property controls the
maximum file size of the log
file.
Values
Any valid file name. Default
file name is
ClientGateway.log.
Any valid numeric value.
Default is 5.
Any valid numeric value.
Default is 1000KB = 1MB.
Supported logging levels
include:
This property controls how
much detail is written to the
log file.
Level







OFF
FATAL
ERROR
WARN
INFO
DEBUG
ALL
Note: Successive log levels
include the previous levels.
Ex. Setting the log level to
ERROR will also cause
FATAL messages to be
written to the log.
Table 6: Client Gateway Service - Log4Net Settings
Note: The Log4Net Settings section of the configuration file contains other properties, but they
should not be changed without the direction of Avaya support personnel.
3.3.3 Client Gateway Configuration: Remoting Settings
The Remoting Settings section (i.e. <system.runtime.remoting>…
</system.runtime.remoting>) of the configuration file controls how the Client Gateway
communicates with other DW services including the Message service and Web administration.
The following table describes each property and their potential values.
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Property
Description
This property controls which
port the Client Gateway will
bind too in order to receive
communications from other
DW services.
Port
Values
Can be any port value not in
use by another process or the
system.
Note: This is not the same as
the port used for receiving
connection requests from
marquees.
Table 7: Client Gateway Service - Remoting Settings
3.3.3 Client Gateway Configuration: Mail Settings
The Mail Settings section (i.e. <system.net >… </system.net >) of the configuration file
controls how the email is sent. The following table describes each property and their potential
values and assumes an external Certificate Aauthority.
Property
Description
Values
This property controls the
Can by any Mail Server.
Host
name of the mail server.
This property controls which
Can by any Mail Server port.
port the Mail Server port.
Note: Usually port 25 is used
Port
for exchange and 587 for
Pop3.
The mail is sent from this user Can be any valid user name in
UserName
name.
the Mail Server.
The password to login for the
The password used to login
Password
user.
with Mail Server.
This is to denote if Mail Server ‘true” if SSL is required and
EnableSSL
requires SSL enabled.
“false” if SSL is not required.
Table 8: Client Gateway Service - Mail Settings
3.4 Message Service Configuration
The Message service is responsible for the management of messages and their distribution to
desktop marquees.
All configuration information for the Message service is contained in the file
MessageServer.exe.config located in the DW installation directory.
The Message service configuration file is divided into three sections: Application Settings,
DIAGNOSTIC SETTINGS, and Remoting Settings.
To view an example configuration file please refer to Figure 18: Client Gateway Configuration File.
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3.4.1 Message Service Configuration: Application Settings
The Application Settings section (i.e. <appSettings>…</appSettings>) of the configuration file
governs the general functioning of the Message service. The following table describes each
property and their potential values.
Property
Description
This property lets the service
know where to look for the
DW system database file.
Database
Values
Should be the fully qualified
path to the DW system
database file. Typically this
would be located in the same
directory as the service.
Note: The only portion of
these values that is
configurable is the IP:Port
combination.
The IP portion should be set
to the IP of the Client
Gateway service as specified
in its configuration file.
UserManager /
GroupManager
These properties are URI’s
that the Message service uses
for communicating with
specific component parts of
the Client Gateway service.
Note: If running on the same
machine as the Client
Gateway it is advisable to use
the loop back adapter
(127.0.0.1) as the IP address.
The Port should be set to the
port value of the Client
Gateway service as enter in
the Remoting Settings
section of its configuration file.
Note: The IP:Port
combination for these two
properties should be identical.
Table 9: Message Service - Application Settings
3.4.2 Message Service Configuration: Log4Net Settings
The Log4Net Settings section (i.e. <log4net>…</log4net>) of the configuration file controls
whether the Message service writes diagnostic information to a log file. The following table
describes the properties that may be changed and their potential values.
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Note: Logging is a resource intensive process and can negatively impact the performance of
the Message service. It should only be used when directed by Avaya support personnel.
Note: Changes to the logging settings take effect immediately. You do not have to restart the
service.
Note: The Log4Net Settings section of the configuration file contains other properties, but they
should not be changed without the direction of Avaya support personnel.
Property
File
MaxSizeRollBackups
MaximumFileSize
Description
This property specifies the
name of the log file and
optional the path to the file. If
no path (fully qualified or
relative) is supplied the log file
will be written to the local
folder.
This property controls how
many copies of the log file will
be saved when it is rolled over
(reaches the maximum file
size).
This property controls the
maximum file size of the log
file.
Values
Any valid file name. Default
file name is
MessageServer.log.
Any valid numeric value.
Default is 5.
Any valid numeric value.
Default is 1000KB = 1MB.
Supported logging levels
include:
This property controls how
much detail is written to the
log file.
Level







OFF
FATAL
ERROR
WARN
INFO
DEBUG
ALL
Note: Successive log levels
include the previous levels.
Ex. Setting the log level to
ERROR will also cause
FATAL messages to be
written to the log.
Table 10: Message Service - Log4Net Settings
3.4.3 Message Service Configuration: Remoting Settings
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The Remoting Settings section (i.e. <system.runtime.remoting>…
</system.runtime.remoting>) of the configuration file controls how the Message server
communicates with other DW services including the Client Gateway and Web administration.
The following table describes each property and their potential values.
Property
Description
This property controls which
port the Message server will
bind too in order to receive
communications from other
DW services.
Port
Values
Can be any port value not in
use by another process or the
system.
Table 11 : Message Service - Remoting Settings
3.5 Web Administration Configuration
Web administration refers to the web-based application used for administering the Desktop
Wallboard system. The web administration configuration file is very different from the
configuration files used by the Client Gateway and Message services. This is because the web
administration application runs within the ASP.NET environment, and therefore it requires an
ASP.NET-based configuration file. The web administration configuration file is called
Web.config. It should be located in the WebAdmin directory within the DW installation directory
(ex. C:\Program Files\Avaya (x86)\Desktop Wallboard\WebAdmin).
Note: The web administration configuration file contains a great deal of general ASP.NET
related information. This information is required by ASP.NET and the .NET Common Language
Runtime (CLR). Any changes to configuration information outside of what is documented here
could adversely affect the performance and stability of the administration website.
Note: The only sections of the web configuration file that should be configured are
DIAGNOSTIC SETTINGS and Application Settings.
3.5.1 Web Administration Configuration: Application Settings
The Application Settings section (i.e. <appSettings>…</appSettings>) of the configuration file
governs the general functioning of the web administration application. The following table
describes each property and their potential values.
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Property
Description
This property lets the service
know where to look for the
DW system database file.
This property governs how
long the web application will
wait for input from the user
before invalidating the
authentication cookie.
Database
Timeout
Note: Once the users
authentication cookie has
been invalidated the user will
be forced to log back into the
web application.
Values
Should be the fully qualified
path to the DW system
database file.
Any value greater than 0. The
time is in minutes.
Note: The only portion of
these values that is
configurable is the IP:Port
combination.
UserManager /
GroupManager
These properties are URI’s
that the administration
application uses for
communicating with specific
component parts of the Client
Gateway service.
The IP portion should be set
to the IP of the Client
Gateway service as specified
in its configuration file.
The Port should be set to the
port value of the Client
Gateway service as enter in
the Remoting Settings
section of its configuration file.
Note: The IP:Port
combination for these
properties should be identical.
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Note: The only portion of
these values that is
configurable is the IP:Port
combination.
This is the URI that the
administration application
uses to communicate with the
Message service.
MessageServer
IQCollector
This is the URI of the
IQCollector service. The Web
Admin uses this value to
communicate with the
Desktop Wallboard Collector
service for Avaya IQ.
OARTCollector
This is the URI of the
OARTCollector service. The
Web Admin uses this value to
communicate with the OA
Real-Time Collector service.
The IP portion should be set
to the IP address of the box
where the Message server is
installed. If it is installed
locally, the loopback address
(127.0.0.1) is acceptable.
The Port should be set to the
port value of the Message
service as entered in the
Remoting Settings section of
its configuration file.
The only portion of this value
that is configurable is the
IP:Port combination. If the
IQCollector resides on the
same box as the Web Admin,
the IP can be left as
127.0.0.1.
The only portion of this value
that is configurable is the
IP:Port combination. If the
OARTCollector resides on the
same box as the Web Admin,
the IP can be left as
127.0.0.1.
Table 12: Web Administration - Application Settings
3.5.2 Web Administration Configuration: Log4Net Settings
The Log4Net Settings section (i.e. <log4net>…</log4net>) of the configuration file controls
whether the Web Admin writes diagnostic information to a log file. The following table describes
the properties that may be changed and their potential values.
Note: Logging is a resource intensive process and can negatively impact the performance of
the Web Admin. It should only be used when directed by Avaya support personnel.
Note: Changes to the logging section take effect immediately and do not require a restart of the
web server.
Note: The Log4Net Settings section of the configuration file contains other properties, but they
should not be changed without the direction of Avaya support personnel.
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Property
File
MaxSizeRollBackups
MaximumFileSize
Description
This property specifies the
name of the log file and
optional the path to the file. If
no path (fully qualified or
relative) is supplied the log file
will be written to the local
folder.
This property controls how
many copies of the log file will
be saved when it is rolled over
(reaches the maximum file
size).
This property controls the
maximum file size of the log
file.
Values
Any valid file name. Default
file name is WebAdmin.log.
Any valid numeric value.
Default is 5.
Any valid numeric value.
Default is 1000KB = 1MB.
Supported logging levels
include:
This property controls how
much detail is written to the
log file.
Level







OFF
FATAL
ERROR
WARN
INFO
DEBUG
ALL
Note: Successive log levels
include the previous levels.
Ex. Setting the log level to
ERROR will also cause
FATAL messages to be
written to the log.
Table 13: Web Administration - Log4Net Settings
3.5 Web Marquee Configuration
Web Marquee refers to the web-based client application for Desktop Wallboard system. The
web administration configuration file is very different from the configuration files used by the
Client Gateway and Message services. This is because the web administration application runs
within the ASP.NET environment, and therefore it requires an ASP.NET-based configuration
file. The web administration configuration file is called Web.config. It should be located in the
WebMarquee directory within the DW installation directory (ex. C:\Program Files
(x86)\Avaya\Desktop Wallboard\WebMarquee).
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Note: The web administration configuration file contains a great deal of general ASP.NET
related information. This information is required by ASP.NET and the .NET Common Language
Runtime (CLR). Any changes to configuration information outside of what is documented here
could adversely affect the performance and stability of the administration website.
Note: The only sections of the web configuration file that should be configured is Application
Settings.
3.5.1 Web Marquee Configuration: Application Settings
The Application Settings section (i.e. <appSettings>…</appSettings>) of the configuration file
governs the general functioning of the web administration application. The following table
describes each property and their potential values.
Property
Description
This is the Server IP that the
Web Marquee used to
communicate with Client
Gateway.
This is the Server Port that the
Web Marquee used to
communicate with Client
Gateway. Default Port is
5501.
Server
Port
Values
Use Server key to specify the
server name / ip where the
client gateway is hosted.
Use Port key to specify the
port in which Client Gateway
listens.
_blank - URL is loaded into a
new window. This is default.
_parent - URL is loaded into
the parent frame.
OpenWindow
This is the OpenWindow key
to specify the open type for
Web Marquee.
_self - URL replaces the
current page.
_top - URL replaces any
framesets that may be loaded.
Note: For more information
refer www.w3schools.com
/jsref/met_win_open.asp
Table 14: Web Marquee - Application Settings
3.6 Starting Core Server Components
After successfully installing and configuring the core server components, it’s time to start them.
There are two ways to start the core server components.
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1. Restart the machine.
Both the Client Gateway and Message services are installed as Windows Services with
their startup modes set to Automatic. So anytime the DW server is restarted these
services will be started automatically.
2. Use the Service Control Manager (SCM).
If restarting the server is not an option, the DW core components can be started
manually using the Windows Service Control Manager.
3.6.1 Starting Core Components from Service Control Manager
To start the core components using the SCM:
1. Select Start → Programs → Administrative Tools → Services
Figure 19: Windows Service Control Manager
2. Scroll down to the entry “Desktop Wallboard Client Gateway” and highlight it.
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Figure 20: SCM - Client Gateway Entry
3. Now click the “Start Service” button. If the service starts successfully the “Status” entry
will change the “Started”.
Figure 21: SCM Start Service Button
4. Now repeat steps 2 & 3 for the “Desktop Wallboard Message Server”.
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Tip: The Message service is dependent on the Client Gateway, so both servers could be started
in one action by simply starting the Message service first. Windows will detect the dependency
and start the Client Gateway automatically.
Tip: Both the Client Gateway and Message services print initial startup information to the
Windows Event Log. If you experience trouble starting either service, check the Event Viewer
for possible error information. To open the Event Viewer go to Start -> Programs ->
Administrative Tools -> Event Viewer. There should be a new event log called “DW” listed.
Figure 22: Desktop Wallboard Event Log
3.7 Stopping Core Server Components
Stopping core server components is almost identical to the starting them. Follow steps 1 & 2
from section 3.6.1 Starting Core Components from Service Control Manager above, but at
step 3 click the “Stop Service” button instead.
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Figure 23: SCM Stop Service Button
Tip: Since the Message service is a dependent of the Client Gateway, stopping the Client
Gateway will automatically stop the Message service.
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4.0 Collector for Avaya CMS (Optional)
Note: The CMS data interface is an optional feature. It is NOT part of the base Desktop
Wallboard solution. For information about purchasing the CMS data interface please contact
your Avaya sales executive.
The CMS data interface is an optional feature for DW. It is composed of the following
components:



CMS Real-Time Collector Service
*RT-DW Interface Package
*HT-DW Interface Package
These components work together to provide access to consolidated, voice channel related
information.
* The RT-DW and HT-DW interface packages are installed on the actual CMS.
Note: Sections 4.1 details the steps necessary for configuring the CMS Real-Time Collector
service. Installation and configuration information for the RT-DW and HT-DW interfaces can be
found with their respective installations.
4.1 CMS Real-Time Collector Configuration
The CMSRTC requires very little configuration. The only required configuration for the CMSRTC
is setting the value of the port that it will use to listen for CMS data streams and setting the
value of the license file.
4.1.1 Configuring the CMS Collector
To set the port file value for the CMSRTC:
1. Using Windows Explorer navigate to the CMSRTC installation directory (ex. C:\Program
Files\Avaya\Desktop Wallboard).
2. Open the file CMSRTCollector.exe.config using any text editor (ex. Notepad, UltraEdit32, …).
3. Change the “value” entry for the key “Port” to whatever port you wish the CMSRTC to
bind too.
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Figure 24: CMSRTC - Configuration File
4. Save the changes and exit the editor.
Tip: Make sure the port you select is not in use by another application and that it is not blocked
by a firewall.
Tip: You may want to make note of the port value, as you will need it again when you setup the
interfaces on the physical CMS.
4.1.2 Configuring the CMS Collector Startup Mode in the Service Control Manager
By default, the CMSRTC is installed in the Service Control Manager with a startup mode of
“Manual”. You may want to change this to ensure that CMSRTC is started without the need for
human intervention should the Desktop Wallboard server be rebooted.
To change the CMSRTC startup mode:
1. Select Start → Programs → Administrative Tools → Services.
2. Scroll down to “Desktop Wallboard CMS Real-Time Collector”.
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Figure 25: SCM - CMSRTC Entry
3. Double-click the CMSRTC entry. This will bring up the CMSRTC properties dialog.
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Figure 26: SCM - CMSRTC Properties Dialog
Note: The “Path to executable” entry will reflect the installation directory of the CMSRTC.
4. Select “Automatic” from the “Startup type:” drop-down list.
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Figure 27: SCM - CMSRTC Startup Type
5. Click Apply to store the change in the registry.
6. If the CMSRTC “Service status” is listed as “Stopped”, click Start.
7. Click OK to dismiss the properties dialog.
8. Exit the Service Control Manager.
Tip: The CMSRTC writes status information to the Windows Event Log.
4.2 CMSRTC Explorer
The CMSRTC Explorer is a utility program installed at the same time as the CMS Real-Time
Collector service. The CMSRTC Explorer was developed as a troubleshooting utility that can be
used to verify CMS data is being received and stored by the CMSRTC service.
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The CMSRTC Explorer displays report specific (Agent, Skill, or VDN) information for a particular
CMS and ACD combination.
To use the CMSRTC Explorer:
1. Select Start → Programs → Avaya → Desktop Wallboard → CMSRTC Explorer.
Figure 28: CMSRTC Explorer
2. Select the appropriate CMS, ACD, and Report from the CMS, ACD, and Report
dropdown boxes.
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Figure 29: CMSRTC Explorer - CMS Selection
Note: Selecting a different report will automatically update the data display in the right-hand
pane.
3. Click Get Records. A progress bar will be displayed as the CMSRTC Explorer retrieves
information from the CMS Real-Time Collector service.
4. If data is available, it will be displayed in the left-hand pane.
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Figure 30: CMSRTC Explorer - Retrieved Data
5. Select a record from the left-hand pane. The measurements in the right-hand pane will
be updated to reflect the data for that record.
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Figure 31: CMSRTC Explorer - Record Selected
Note: All values listed in the measurement window are raw CMS values. Time measurements
are listed in seconds. Agent State and Call Direction measures are listed as their CMS numeric
value.
Tip: The number of records returned will be displayed in the status bar at the bottom of the
CMSRTC Explorer.
Tip: To view a different report, ACD, or CMS simply choose the desired values from the dropdown lists and click Get Records again.
4.3.1 Resetting CMS Collector Memory Tables
The CMSRTC Explorer supports the ability to reset the memory tables that the CMS Collector
uses to store data received from the CMS. Tables may be reset based on a specific CMS, ACD,
or report.
To reset a CMS Collector memory table:
1. Select Start → Programs → Avaya → Desktop Wallboard → CMSRTC Explorer
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2. Select the specific CMS, ACD, and/or report you want to reset using the drop-down
lists.
Note: If you want to reset an entire CMS memory table you only have to select the CMS from
the drop-down list. If you want to reset a particular ACD memory table you must select the CMS
that hosts the particular ACD and then you must select the specific ACD. Likewise, if you want
to reset a particular report you must select the CMS, the ACD, and the report.
Note: Resetting memory tables using the CMSRTC Explorer only impacts the Desktop
Wallboard CMS Collector. It has no effect on the physical CMS.
3. Click Reset on the CMSRTC Explorer menu bar.
Figure 32: CMSRTC Explorer - Reset Menu
4. Select the item you want to reset. You will be prompted to confirm the action.
Figure 33: Memory Table Reset Confirmation
5. Select Yes to confirm the action or No to cancel the reset.
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5.0 Collector for Avaya IQ (Optional)
5.1 IQ Collector Configuration
All configuration information for the IQ Collector service is contained in the file
IQCollector.exe.config located in the Desktop Wallboard installation directory.
Note: DW configuration files are simple text files that may be edited using a standard text editor
(ex. Notepad, UltraEdit32, …).
Note: Configuration files contain key/value pairs. Key entries should NEVER be changed. Only
value entries are configurable.
Like the Client Gateway, the configuration file for the IQ Collector is divided into three primary
sections: Application Settings, Log4Net Settings, and Remoting Settings.
To view an example configuration file please refer to Figure 18: Client Gateway Configuration File.
5.1.1 IQ Collector Configuration: Application Settings
The Application Settings section (i.e. <appSettings>…</appSettings>) of the configuration file
governs the general functioning of the IQ Collector. The following table describes each property
and their possible values.
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Property
Description
The IP address or
hostname of the Avaya IQ
report server with the Data
Export feature enabled.
The port number used by
the Data Export service on
the Avaya IQ Report server.
IQAddr
IQPort
This property dictates
whether the collector will
use HTTP or HTTPS to
connect to the IQ server.
UseSecureConnection
The time (in seconds) that
fresh data should be
collected from the Avaya IQ
Report server.
The username of an
account that has been
configured in Avaya IQ for
use with the Data Export
service.
The password associated
with the specified user
account.
The search path used by
Avaya IQ to locate the
report to execute for agent
specific information.
Refresh
User
Pwd
AgentRptPath
AgentRptParams
QueueRptPath
The string of parameter
values required by the
Agent report.
The search path used by
Avaya IQ to locate the
report to execute for queue
specific information.
Values
Should be set to the IP address or
hostname of the Avaya IQ server.
Should correspond to the TCP port
that the Data Export feature is
configured to listen on. Default value
is 10080.
Supported values include "0" (HTTP)
and "1" (HTTPS). The default setting
is "0".
Note: Setting this value to "1" implies
that the IQ server has been
configured with a SSL certificate. You
must also change the IQPort property
when enabling secure connection
use to reflect the correct HTTPS port
(ex. 443).
Default value is 5 seconds.
Minimum value is 5 seconds.
Must be a valid username as
configured within Avaya IQ with
sufficient permission to execute
reports.
Default value is:
/content/folder[@name='Data
Export']/folder[@name='Data Export
Reports']/report[@name=&quot;Deskt
op Realtime-Agent&quot;]
Default value is:
TimeZoneKey=1; DateKey=1;
SlidingWindowSize=900;
QueueGroupEIDKey=2
Default value is:
/content/folder[@name='Data
Export']/folder[@name='Data Export
Reports']/report[@name=&quot;Deskt
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QueueRptParams
RoutePointRptPath
RoutePointRptParams
SourceRptPath
SourceRptParams
The string of parameter
values required by the
Queue report.
The search path used by
Avaya IQ to locate the
report to execute for route
point specific information.
The string of parameter
values required by the
Route Point report.
The search path used by
Avaya IQ to locate the
report to execute for source
specific information.
The string of parameter
values required by the
Source report.
LicenseServer
This is the URI of the
WebLM server. The Client
Gateway uses this value to
communicate with the
WebLM..
NotificationList
This is the notification list to
alert License State change.
op Realtime-Queue&quot;]
Default value is:
TimeZoneKey=1; DateKey=1;
SlidingWindowSize=900;
QueueGroupEIDKey=2
Default value is:
/content/folder[@name='Data
Export']/folder[@name='Data Export
Reports']/report[@name=&quot;Deskt
op Realtime-Routing Point&quot;]
Default value is:
TimeZoneKey=1; DateKey=1;
SlidingWindowSize=900;
RtgPointGroupEIDKey=2
Default value is:
/content/folder[@name='Data
Export']/folder[@name='Data Export
Reports']/report[@name=&quot;Deskt
op Sources&quot;]
Default value is:
TimeZoneParm=1;
TimePeriodParm=5
The only portion of this value that is
configurable is the IP:Port
combination. If the WebLM resides
on the same box as the Client
Gateway, the IP can be left as
127.0.0.1.
A valid email address. Multiple email
address can be separated by
semicolon. If Notification Mail is not
configured, this value can be ignored.
Table 15: IQ Collector - Application Settings
Note: The query properties should NOT be changed without the expressed direction of Avaya
Professional Services.
5.1.2 IQ Collector Configuration: Log4Net Settings
The Log4Net Settings section (i.e. <log4net>…</log4net>) of the configuration file controls
whether the IQ Collector service writes diagnostic information to a log file. The following table
describes the properties that may be changed and their potential values.
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Note: Logging is a resource intensive process and can negatively impact the performance of
the IQ Collector service. It should only be used when directed by Avaya support personnel.
Note: You do not have to restart the service for the changes to the log settings to take effect.
Note: The Log4Net Settings section of the configuration file contains other properties, but they
should not be changed without the direction of Avaya support personnel.
Property
File
MaxSizeRollBackups
MaximumFileSize
Description
This property specifies the
name of the log file and
optional the path to the file. If
no path (fully qualified or
relative) is supplied the log file
will be written to the local
folder.
This property controls how
many copies of the log file will
be saved when it is rolled over
(reaches the maximum file
size).
This property controls the
maximum file size of the log
file.
Values
Any valid file name. Default
file name is IQCollector.log.
Any valid numeric value.
Default is 5.
Any valid numeric value.
Default is 1000KB = 1MB.
Supported logging levels
include:
This property controls how
much detail is written to the
log file.
Level







OFF
FATAL
ERROR
WARN
INFO
DEBUG
ALL
Note: Successive log levels
include the previous levels.
Ex. Setting the log level to
ERROR will also cause
FATAL messages to be
written to the log.
Table 16: IQ Collector - Log4Net Settings
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5.1.3 IQ Collector Configuration: Remoting Settings
The Remoting Settings section (i.e. <system.runtime.remoting>…
</system.runtime.remoting>) of the configuration file controls how the IQ Collector
communicates with other DW services.
Property
Description
This property controls which
port the IQ Collector will bind
too in order to receive
communications from other
DW services.
Port
Values
Can be any port value not in
use by another process or the
system. Default value is 5604.
Table 17: IQ Collector - Remoting Settings
5.1.4 IQ Collector Configuration:: Mail Settings
The Mail Settings section (i.e. <system.net >… </system.net >) of the configuration file
controls how the email is sent. The following table describes each property and their potential
values.
Property
Description
Values
This property controls the
Can by any Mail Server.
Host
name of the mail server.
This property controls which
Can by any Mail Server port.
port the Mail Server port.
Note: Usually port 25 is used
Port
for exchange and 587 for
Pop3.
The mail is sent from this user Can be any valid user name in
UserName
name.
the Mail Server.
The password to login for the
The password used to login
Password
user.
with Mail Server.
This is to denote if Mail Server ‘true” if SSL is required and
EnableSSL
requires SSL enabled.
“false” if SSL is not required.
Table 18: IQ Collector - Mail Settings
5.2 IQ Explorer
The IQ Explorer is a utility program installed as part of the IQ Collector service installation. The
IQ Explorer was developed as a troubleshooting utility that can be used to verify that IQ data is
accessible. It displays the raw report specific data that is collected by the IQ Collector service.
The IQ Explorer is installed in the same folder as the IQ Collector service (ex. C:\Program Files
(x86)\Avaya\Desktop Wallboard). The filename is IQExplorer.exe.
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Note: The IQ Explorer opens its own direct connection to the Avaya IQ server and uses the
same DW specific reports to capture information. If the DW reports were installed in a search
path other than the default you will need to update the search path parameters for the IQ
Explorer in the file IQExplorer.exe.config which can be found in the same folder as the
application.
Figure 34: IQ Explorer
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6.0 Collector for Avaya Operational Analyst
(Optional)
6.1 OA Real-Time Collector Configuration
All configuration information for the OARTC service is contained in the file
OARTCollector.exe.config located in the Desktop Wallboard installation directory.
Note: DW configuration files are simple text files that may be edited using a standard text editor
(ex. Notepad, UltraEdit32, …).
Note: Configuration files contain key/value pairs. Key entries should NEVER be changed. Only
value entries are configurable.
Like the Client Gateway, the configuration file for the OARTC is divided into three primary
sections: Application Settings, Log4Net Settings, and Remoting Settings.
To view an example configuration file please refer to Figure 18: Client Gateway Configuration File.
6.1.1 OA Real-Time Collector Configuration: Application Settings
The Application Settings section (i.e. <appSettings>…</appSettings>) of the configuration file
governs the general functioning of the OARTC. The following table describes each property and
their possible values.
Property
OA_IP
OA_USER
OA_USER_PWD
Description
This property lets the
service know where to
look for the Avaya
Operational Analyst
server.
This property lets the
service know which
username to use.
This property lets the
service know the
password for the above
username.
Values
Should be set to the IP
address of the Avaya
Operational Analyst
server.
The specified username
must be configured as a
report user on the OA
server.
Password for the above
report user on the OA
server.
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This property lets the
service know the network
domain to which the OA
server belongs.
Should be the domain
name, which is used
along with the above
username, to launch
Operational Reports on
the OA server.
OA_USER_DOMAIN
OA_DATASET_REFRESH_RATE
OA_DAILY_INTERVAL
REFRESH_RATE
AGENT_STATE_QUERY
AGENT_SVC_CLASS_QUERY
SVC_CLASS_INFO_QUERY
SVC_CLASS_STATE_QUERY
SVC_CLASS_SUMMARY_QUERY
This property lets the
service know the
refresh rate (in
seconds) for the
datasets on the OA
server.
This property lets the
service know which
daily interval to use.
This property lets the
service know how
often to extract data
from the OA server.
This property controls
the SQL query used to
gather agent state
information from OA.
This property controls
the SQL query used to
gather agent service
class information from
OA.
This property controls
the SQL query used to
gather service class
information from OA.
This property controls
the SQL query used to
gather service class
state information from
OA.
This property controls
the SQL query used to
gather service class
Note: This property is
only required for OA
version 6.1. In versions
6.1.2 and higher, this
property should be left
blank.
Any number greater than or
equal 5.
Should be one of the
standard daily intervals
(possible values could be
D1, D2, D3, etc.).
Any number greater than or
equal to 5.
Should be 1 to enable
filtering or 0 to disable.
See note below.
See note below.
See note below.
See note below.
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summary information
from OA.
LicenseServer
This is the URI of the
WebLM server. The
Client Gateway uses
this value to
communicate with the
WebLM..
NotificationList
This is the notification
list to alert License
State change.
The only portion of this
value that is configurable is
the IP:Port combination. If
the WebLM resides on the
same box as the Client
Gateway, the IP can be left
as 127.0.0.1.
A valid email address.
Multiple email address can
be separated by semicolon.
If Notification Mail is not
configured, this value can
be ignored.
Table 19: OA Real-Time Collector - Application Settings
Note: The query properties should NOT be changed without the expressed direction of Avaya
Professional Services.
6.1.2 OA Real-Time Collector Configuration: Log4Net Settings
The Log4Net Settings section (i.e. <log4net>…</log4net>) of the configuration file controls
whether the OARTCollector service writes diagnostic information to a log file. The following
table describes the properties that may be changed and their potential values.
Note: Logging is a resource intensive process and can negatively impact the performance of
the OARTCollector service. It should only be used when directed by Avaya support personnel.
Note: You do not have to restart the service for the changes to the log settings to take effect.
Note: The Log4Net Settings section of the configuration file contains other properties, but they
should not be changed without the direction of Avaya support personnel.
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Property
File
MaxSizeRollBackups
MaximumFileSize
Description
This property specifies the
name of the log file and
optional the path to the file. If
no path (fully qualified or
relative) is supplied the log file
will be written to the local
folder.
This property controls how
many copies of the log file will
be saved when it is rolled over
(reaches the maximum file
size).
This property controls the
maximum file size of the log
file.
Values
Any valid file name. Default
file name is
OARTCollector.log.
Any valid numeric value.
Default is 5.
Any valid numeric value.
Default is 1000KB = 1MB.
Supported logging levels
include:
This property controls how
much detail is written to the
log file.
Level







OFF
FATAL
ERROR
WARN
INFO
DEBUG
ALL
Note: Successive log levels
include the previous levels.
Ex. Setting the log level to
ERROR will also cause
FATAL messages to be
written to the log.
Table 20: OA Real-Time Collector - Log4Net Settings
6.1.3 OA Real-Time Collector Configuration: Remoting Settings
The Remoting Settings section (i.e. <system.runtime.remoting>…
</system.runtime.remoting>) of the configuration file controls how the OARTC communicates
with other DW services.
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Property
Description
This property controls which
port the OARTC will bind too
in order to receive
communications from other
DW services.
Port
Values
Can be any port value not in
use by another process or the
system.
Table 21: OA Real-Time Collector - Remoting Settings
6.1.4 OA Collector Configuration: Mail Settings
The Mail Settings section (i.e. <system.net >… </system.net >) of the configuration file
controls how the email is sent. The following table describes each property and their potential
values.
Property
Description
Values
This property controls the
Can by any Mail Server.
Host
name of the mail server.
This property controls which
Can by any Mail Server port.
port the Mail Server port.
Note: Usually port 25 is used
Port
for exchange and 587 for
Pop3.
The mail is sent from this user Can be any valid user name in
UserName
name.
the Mail Server.
The password to login for the
The password used to login
Password
user.
with Mail Server.
This is to denote if Mail Server ‘true” if SSL is required and
EnableSSL
requires SSL enabled.
“false” if SSL is not required.
Table 22: OA Real-Time Collector - Mail Settings
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7.0 Marquee
7.1 Installing the Marquee
Note: It is recommended that any previous DSI installations be removed prior to installing the
3.2 marquee.
Note: The marquee requires Microsoft XML Core Services 4.0 or higher be installed for proper
functioning. If this prerequisite is not fulfilled the installation will abort.
To install the marquee:
1. Insert the DW installation CD into the machines CD-ROM drive.
2. Open Windows Explorer and navigate to the CD-ROM drive.
a. Double-click the file “Marquee.msi”. The installation welcome screen will be
displayed.
Figure 35: Marquee - Installation Welcome Screen
4. Click Next to continue the installation.
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5. Review and accept the terms. Click Next to continue the installation.
Figure 36: Marquee – License Agreement Screen
6. Enter the IP address or hostname of the DW server and the Port number that the Client
Gateway service is listening on. Click Next to continue.
Figure 37: Marquee - Server IP/Port Screen
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7. Select the character encoding that should be used for communication between the
marquee and the DW server. Your choices are ASCII or UTF8. Click Next to continue.
Note: The choice of ASCII or UTF8 on the marquee must match the value of the
EncodingType property in the configuration of the Client Gateway service on the DW server. If
they do not match you may experience issues displaying information.
TIP: The encoding type controls whether data will be encoded at single byte or double byte
before transmitting it across the network. This is especially important when DW is deployed at
locations that use special glyph characters such as the umlaut in German (ex. ä) or non-Latin
languages such as Japanese. In these situations it is important that the encoding type be set to
UTF8 as the number of potential characters that can be displayed is greater than that of ASCII.
Figure 38: Marquee – Character Encoding Screen
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8. Verify the installation destination directory. You may accept the default or select a
custom installation directory. Click Next to continue.
Figure 39: Marquee - Installation Directory Screen
9. The installation wizard is now ready to begin copying files. Click Next to continue. During
the installation, the installation progress screen will be displayed.
Figure 40: Marquee - Installation Progress Screen
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10. Once the installation has completed click Finish to finalize the installation and exit the
installation wizard.
Figure 41: Marquee - Installation Complete Screen
Tip: Installing the marquee will add a new entry (Avaya → Desktop Wallboard → Marquee) to
the Programs group on the Start menu.
7.1.1 Silent Installation
In some environments administrators prefer to push the marquee installation to the agent
desktop as a silent installation (i.e. no user interaction). It is possible to install the marquee
silently by using the following command syntax to execute the installer:
msiexec /I <File To Install> /q INSTALLDIR=<Fully Qualified Installation Folder>
DSI_SERVER_IP=<DW Server IP or host name> DSI_SERVER_PORT=<DW server port - default
5501> DSI_ENCODING_TYPE=<ASCII | UTF8>
msiexec is the Microsoft installer executable. The “/I” flag tells the installer what file you want to
install. The “/q” flag tells the installer to run in silent mode and not display any of the embedded
dialog. The remaining parameters are used to pass values into the installer in place of using the
embedded dialogs.
An example of running the marquee installer in silent mode might be:
msiexec /I C:\Temp\Marquee.msi /q INSTALLDIR="C:\Program Files\Avaya\Desktop Wallboard"
DSI_SERVER_IP=135.60.24.10 DSI_SERVER_PORT=5501 DSI_ENCODING_TYPE=ASCII
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7.2 Marquee Configuration
Most configuration of the marquee is performed directly through the marquee interface or
through the web administration application. However, the marquee does support a trace logging
feature that must be configured through the registry. This feature aids troubleshooting of any recreatable problems that may be encountered in the marquee.
To enable marquee logging:
1. Select Start → Run.
2. When the Run dialog appears type “regedit” and click OK.
Figure 42: Windows Run Dialog
3. The Windows Registry Editor should now be visible. Navigate to
HKEY_LOCAL_MACHINE\Software\Avaya\DSI.
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Figure 43: Marquee Registry Entries
4. Double-click “LoggingEnabled” in the right-hand pan.
5. Enter “1” in the value box (without the quotes).
Figure 44: LoggingEnabled Value Editor
6. Click OK.
7. Exit the Registry Editor.
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Logging is now enabled for the marquee. Whenever an agent starts an instance of the marquee
a new file will be created in the Desktop Wallboard installation directory. The file will be titled
<DW Username>.log (ex “jdoe.log”). The log file will contain diagnostic information that can be
used for troubleshooting.
Note: The log file is overwritten every time the marquee is restarted.
To disable logging simply follow the same steps for enabling logging, but in step 5 change the
value of LoggingEnabled to “0” (without the quotes).
For further information on configuring and using the marquee, please refer to the Desktop
Wallboard Marquee User Guide.
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Appendix A - Troubleshooting
Error
Cause
Solution
Table 23: Appendix A - Troubleshooting
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Appendix B - List of Acronyms
Acronym
CLR
CMS
CMSRTC
DSI
DW
IN
MDAC
OA
SCM
WebLM
Description
Common Language Runtime
Call Management System
CMS Real-Time Collector
Desktop Statistics Integration
Desktop Wallboard
Instant Notification
Microsoft Data Access Components
Operational Analyst
Service Control ManagerWebLM
Web License Manager
Table 24: Appendix B – Acronyms
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