How to check for license update.

On the machine that hosts Bridge Communications TAPI2 Connector, launch the BOC Phone System Settings tool.  The lower right corner of the tool will indicate the user count and date of expiry.

If you would like to force the Connector to check for updated license information, click on the Utilities tab.  There you will find an icon for License Update.  Click on that to initiate a license check.
Once the license update process completes, verify the date and count in the lower right corner of the main screen once again.

If you've recently purchase new features, click on the Add-Ons tab.  Under here, you can click on the Unlock Purchased Add ons, to enable them.  You can also do this to validate what add-ons you have licensed.

If this is not successful, you will need to manually update the license,
A manual update can be performed with the steps here

Manually Update License

Name missing in console

1. We handle DN’s, not names.
   We simply present the DN’s and add the names that match based on the name source you devices in the BOC Phone System settings.  See graphic below.
   If a name is missing, look for the DN.
   
   If the DN is showing with a different name, verify the name source configuration is correct and functioning (See #2 below).  Test using the test box in the lower right. Verify that you do not have multiple names with the same DN in the name source you have chosen.
   
   
   
   
   
   If the DN is not being displayed at all, 
• Often times, the easiest first step is the following
• Unplug the phone (a simple reboot is not sufficient)
• Wait 5 minutes.
• Plug the phone back in.
• Wait 5 more minutes.
• Verify the device is under our control. (On the CallManager Application User -> BOC-Admin –>Controlled Devices)
• Verify Allow Control via CTI is Enabled on the device on CallManager.
• Verify Allow Control via CTI is Enabled on the DN on CallManager
• Verify the DN has not been excluded from view.

2. If you are seeing duplicated names, you have more than one user with the same extension in AD. We show the DN’s we get from CUCM and display the first name that matches in AD.
   
   If you have multiple instances in AD with the same DN, under the default configuration, we will show the DN as many times as we find it in AD, but only with the first name found.
   
   If you legitimately have people who share DN’s, you will need to select the AD Searching Override setting in the client. This changes the way we gather names.
   If the duplication is an oversight in AD management, we recommend correcting AD instead. 

Here are some additional name source specific steps.
Troubleshooting names updating from Active Directory

Troubleshooting names updating from AXL

Calls coming in and routing through Unity are not showing on the phone

Frequently, this is caused by the called number being manipulated in the hand off to Unity and back.

Verify these settings.

CallManager

1. System -> Service Parameters --- Service -> Cisco CallManager -> Clusterwide Parameters (Device - Phone)
   Display Original Calling Number on Transfer from Cisco Unity -> TRUE

Unity

1. Make certain the transfer type within the Call Transfer options of the Call Handler is set to "Release to switch"

How To: Basic call routing using Unity as an IVR

CallManager Setup

Ensure that the Service Parameter "Display Original Calling Number on Transfer from Cisco Unity" is set to TRUE

Create a Line Group containing each of the voice mail ports Ex. VoiceMailLineGroup.
Create a Hunt List containing that line group. Ex. VoiceMailHL
Create a Hunt Pilot assigning the main company number utilizing that hunt list Ex. 6505557000.

Unity Setup
All transfers should be a "Release to switch"
Create a subscriber for the Operator Extension
Build a Call Handler to handle the calls Ex. OpenHourRouting

Configure Call Routing -> Direct Calls
Set DNIS to match main company number and send to Call Handler

How To: Basic call routing using Hunt Groups with Logout option

Simple call routing for BOC call handling.

Call Manager Setup
Create a Line Group containing a DN on each of the Operator's phones  Ex. MainOperatorLineGroup.
Create a Hunt List containing that line group. Ex. MainOperatorHL
Create a Hunt Pilot assigning the main company number utilizing that hunt list Ex. 6505557000.

BOC Client Setup
Configure BOC to monitor the Primary DN and SEP of the Operator's telephone.
(NOT the Hunt Pilot DN)



Optional (Recommended)- Adding an H-LOG Button to phone
On the Hunt Group Phones, Modify Button Items.
Add a Hunt Group Logout button.

This button will log the phone in and out of hunt groups.
It will give the operator a visual indicator of Hunt status as well as a way to log in/ou without having the application running.

NOTE: It will log out of ALL hunt groups if the phone is a member of multiple hunt groups.
More robust logout options are available on the newer 9900 series phones if needed.

Check for a Server Update OR You got a Outdated Version Email

If you've only received a single email, it was likely just a missed polling cycle.
In most cases, the server will pickup the update the next night.

When we push an update, we record the license keys that have downloaded the update. Each day we generate an email for all of the keys that have not downloaded.

However, it is good to verify that your BOC TAPI2 server is at the latest version in the BOC Phone System Settings tool, lower left corner.


You can compare that with the latest version here...


http://www.bridgeoc.com/services/services.htm




If it is not, the first step is to go into the BOC Phone System Settings tool.
Click on the Help ? in the upper right corner. Choose Check for Updates.
In a couple minutes, the Phone System Settings tool will close the the update should go thru.
Monitor the Windows Event Log for messages letting you know what is happening.

Name not updating on an extension after a change.

We gather names for extensions in a couple different ways.  We do a full check for updates every night at midnight.  Depending upon where you have the TAPI2 Connector configured to gather those names, you troubleshoot in different places.

1. Go into BOC Phone System Settings
2. Click on Device Names
3. Determine which method you are using
• Active Directory (LDAP)
• Cisco AXL Full
• Cisco AXL Names Only

Active Directory is self-explanatory.  You can test it by entering a valid extension and clicking on the Test LDAP Lookup button on the right hand side.  If you do not get a pop up with results in a minute or so, check the Windows Application Event log.  It will give you pointers to invalid username/password or server location issues.

The two AXL options rely on CallManager configuration.  Names Only pulls the Alerting Name on the DN.  FULL matches the DN with an End User defined in CallManager.  You can also test a valid extension right hand side.

The AXL options do not allow for multiple people with the same extension.  Check for duplicates.  If you truly need to have duplicates, then you will need to switch to AD.

If you have duplicate in AD, then you will need to set Enable the AD Searching Override option in the BOC3 client.