3
Maintenance and Troubleshooting
Problems when Using ShoreTel Communicator for
Sametime
ShoreTel Communicator for IBM Sametime
Admin Guide
27
Loss of Call History
A user’s call history, available from the History tab of ShoreTel Communicator for Sametime, can be lost if
their mailbox has been moved to a different server.
User Mailbox Moved to a Different Server
The user’s mailbox has been moved from one server to another (i.e. from the HQ server to a DVS server,
or vice versa). To resolve, the system begins to list call history from when the mailbox was moved.
ilink Sametime Integration Service Down
The ilink IBM Sametime Integration service is down. To resolve, restart the ilink IBM Sametime Integration
service using Services.msc on the HQ/DVS server.
Error Messages
System errors are indicated by a red X over the phone icon in the Sametime Connect client toolbar;
clicking on the icon displays the appropriate error message.
Getting Configuration
The client cannot retrieve configuration from the Service Activator via the Sametime server. To resolve:
Verify that the ilink IBM Sametime Integration service is running.
Make sure that a trust relationship exists between the Sametime server and the ilink IBM Sametime
Integration service.
Check that communication between the ilink IBM Sametime Integration service and the Sametime
server is not blocked (e.g. by a firewall).
Check that communication between the client and Sametime server is not blocked (e.g. by a firewall).
Review the Service Activator log file for pertinent information.
Unable to Get Device from DB
The ilink IBM Sametime Integration service cannot get extension information from the ilink TeamCall
CSTA Server service, or the ilink IBM Sametime Integration service cannot get extension information
from LDAP. To resolve:
Verify that the user is still configured in the Sametime system and that their extension is correct.
Verify that the user is still configured in the ShoreTel system and that their extension is correct.
Check that the ilink TeamCall CSTA Server service is running.
Check that the ilink CSIS Connector service is running.
Ensure that the LDAP server is running.
Verify that communication between the ilink IBM Sametime Integration service and the ilink CSIS
Connector service is not blocked (e.g. by a firewall).
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