Avaya IP Office: Migrating ContactStore To A New Server

Introduction

This How-To covers the migration of a ContactStore installation onto a new server.

Steps:

1: Backup the ContactStore Database

To backup the ContactStore database, you need to use the following command line procedure:

Log on to the ContactStore server and open a command prompt window

Change the directory to the \bin folder in the ContactStore installation path using the cd (change directory) command

Create a backup file by entering the command:

winbackup <backupfile> (where <backupfile> is the full path name for the backup file)

Make sure there is enough space on the target drive for the backup file. Consider copying the backup file to another server, or external media.

NOTE: The procedure uses the PostgreSQL pg_dump command to extract data from the database. It must be executed while the database is running. Do not stop the ContactStore service or the PostgreSQL service before proceeding.

2: Install ContactStore on the New Server

Once you have taken the backup, install ContactStore onto the new server.

NOTE: For IPO releases up to and including R9.1, Windows Server 2008 32-bit is the only supported operating system for running ContactStore. It is possible that it will work fine on other operating systems but is not something that is supported by Avaya.

3: Restore the ContactStore Database

The following process will erase the default database that exists after a complete re-installation and replaces it with the database that you have previously backed up in Step 1.

First you need to copy the backup from the old server onto the new server. Then stop the ContactStore service and open a command prompt window, changing the directory to the \bin folder in the ContactStore installation path using the cd (change directory) command.

Then you will need to enter the following command:

winbackup <backupfile> restore (where <backupfile> is the full path name for the backup file)

If you receive a warning stating that “pgpsql already exists”, ignore this warning.

Once completed, start the ContactStore service again.

4: Copy the Calls Folder Onto New Server

Once the ContactStore service has started, copy the calls folder used by the previous server to the location (Server | Call Storage Path) set for the new server.

 

Conclusion

 

You should now have all of your calls on the new server, ready to be searched and replayed.

References

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Avaya IP Office: Unable To Play Or Download ContactStore Recordings

Affected Version(s):

All versions

Problem Details:

When trying to playback or download ContactStore recordings, the buttons aren’t there, or nothing happens.

Cause:

This normally occurs because of the browser being used, or the settings within the browser.

Solution:

Internet Explorer 9,10 & 11 are the only officially supported browser for ContactStore. If using Firefox/Chrome etc, try opening in Internet Explorer and see if this works. If already using Internet Explorer, please ensure the following has been setup in the browser settings:

Add ContactStore to a Trusted Site or Intranet zone.

To add ContactStore to Trusted sites:

  1. In the Control Panel, open Internet Options
  2. Click the Security tab
  3. Click the Trusted Sites icon
  4. Click Sites
  5. Uncheck the Require HTTPS box (unles using HTTPS/SSL)
  6. Enter the URL of the ContactStore server and click Add. Intenet Explorer does not recognize that a Fully Qualified Domain Name (FQDN) and IP address are the same. Therefore, you must add the URL to the list exactly as you type it in the address bar
  7. Click OK

To verify that you have configured the Zone information correctly, the icon on the lower right side of the IE status bar should show Trusted Site instead of Internet.

To add ContactStore to a Local Intranet Zone:

  1. In the Control Panel, open Internet Options
  2. Click the Security Tab
  3. Click the Local Intranet icon
  4. Click Sites
  5. Click Advanced
  6. Uncheck the Require HTTPS box (unless you are using HTTPS/SSL)
  7. Enter the URL of the ContactStore server and click Add. Intenet Explorer does not recognize that a Fully Qualified Domain Name (FQDN) and IP address are the same. Therefore, you must add the URL to the list exactly as you type it in the address bar
  8. Click OK

Note: You can also specify that sites that bypass the proxy server are in this Zone

To access and use the page, the zone will need the following rights:

  • Run ActiveX controls and plug-ins
  • Script ActiveX controls marked safe for scripting
  • ActiveX Scripting
  • Download signed Active controls
  • On Windows Vista, you must also clear the Enable Protected Mode check box

References

Avaya IP Office: Reset ContactStore Administrator Password

Introduction

This How-To covers the reset of the ContactStore Administrator’s Password if you have forgotten/don’t know the password. Please note this will only work with ContactStore versions that use PostGre SQL Databases (later versions of ContactStore, for example ContactStore 7.8.16, use PostGre SQL Databases). For Contact Recorder password recovery steps please see our guide HERE.

Steps:

1: Connect to the ContactStore Database

Connect to the ContactStore Database via pgAdmin using the below details:

CSPW2

Hostname: localhost
Port: 6432
Username: eware
Password: eware

2: Remove ContactStore Administrator’s Password

Once connected, navigate to the following location:

ContactStore/Databases/eware/Schemas/public/Tables/users

CSPW3

Right click “users” and select VIEW DATA/VIEW ALL ROWS

Then simply delete the password for the Administrator user and leave it blank, do not enter a password here! Once deleted, save the changes and exit.

Conclusion

When you next connect to ContactStore type in the Administrator username, leave the password box empty and click OK. This will then prompt you to create a new password.

Avaya IP Office: ContactStore Recordings Show Incorrect Time Stamp

Affected Version(s):

All versions

Problem Details:

Recordings in ContactStore show an incorrect time stamp, despite the time on the server and IP Office being correct.

Cause:

This is most likely caused by daylight savings time changes and an issue with Java.

Solution:

Firstly, you should double check that the BIOS/CMOS time of the server is correct (just in case).  Once this has been confirmed, you need to download the TZUpdater.jar from HERE.

Once this has been downloaded, move the TZUpdater.jar into the following location:

C:\Program Files\Witness\jre\bin

Launch Command Prompt as Administrator and navigate to the above directory. Once there, execute the following command:

java -jar tzupdater.jar -u -v

This should display something similar to the below if all has gone successfully:

C:\Program Files\Witness\jre\bin>java -jar tzupdater.jar -u -v
java.home: C:\Program Files\Witness\jre
java.vendor: Oracle Corporation
java.version: 1.8.0
JRE time zone data version: tzdata2014a
Embedded time zone data version: tzdata2015a
Extracting files… done.
Renaming directories… done.
Validating the new time zone data… done.
Time zone data update is complete.

This should now display the correct time stamp on recordings.