3
Maintenance and Troubleshooting
Problems when Using ShoreTel Communicator for
Sametime
ShoreTel Communicator for IBM Sametime
Admin Guide
28
Verify that communication between the ilink CSIS Connector service and the ilink TeamCall CSTA
Server service is not blocked (e.g. by a firewall).
Ensure that the ilink IBM Sametime Integration service’s LDAP configuration is correct (in
%ProgramFiles%\ilink\ShoreTel Communicator for Sametime\Application
Server\SIS\config\Configuration.properties).
Verify that communication between the ilink IBM Sametime Integration service and the LDAP server
is not blocked (e.g. by a firewall).
Review the Service Activator log file for any pertinent information.
CTI License Service is Not Available
The client is not configured properly in LDAP (e.g. there is no telephone number in the user account), or
the ilink IBM Sametime Integration service cannot contact the LDAP server, or there are internal errors in
the ilink IBM Sametime Integration service. To resolve:
Verify that the user is correctly configured in the Sametime system.
Ensure that the LDAP server is running.
Check that the ilink IBM Sametime Integration service’s LDAP configuration is correct (in
%ProgramFiles%\ilink\ShoreTel Communicator for Sametime\Application
Server\SIS\config\Configuration.properties).
Verify that communication between the ilink IBM Sametime Integration service and the LDAP server
is not blocked (e.g. by a firewall).
Verify that the Sametime services are running on the ShoreTel server
Review the Service Activator log file for any pertinent information
CTI License is Not Available for You
The license service is unable to grant a license to the client. To resolve:
Check the license-info.xml file to make sure that there are still unassigned licenses available. If not,
you’ll need to install an additional license file.
Check the license-deny.xml file to see if the user is listed in the file. If so, the user will be denied a
license.
Make sure that the user has matching ShoreTel and Sametime accounts (see Matching Users
section on page 15).
For example, if the LDAP field SAMAccountName is to be used for user matching, proceed as
follows:
1. Use an LDAP browser and view the non-working user’s entry in the SAMAccountName
field of their LDAP record. Make note of this data.
2. Open ShoreTel Director, and then go to the same user’s record under Administration ->
Users… -> Individual User.
3. Review the data in the Client User ID field (near bottom of page) in ShoreTel Director.
