Maintenance and Troubleshooting
Problems when Using ShoreTel Communicator for
ShoreTel Communicator for IBM Sametime
4. Compare with the results of step 3.
5. The SAMAccountName entry and the Client User ID must match exactly in order for the
user to be assigned a license. While the data is NOT case sensitive, they must contain
the same user information.
In some instances, the LDAP entry is truncated, while the ShoreTel entry is not. So while
Edgar Smithson’s LDAP username may be truncated to esmithso, his default ShoreTel
username will be ESmithson. In this case there is not an exact match and so the user will
not receive a Same Time user license.
If possible, consider updating the LDAP field length to allow for user first initial plus last
name by default (no truncating).
Alternatively the ShoreTel user name can be shortened to ESmithso, as a workaround to
the disagreement between records.
Check that the services running on a DVS server are able to communicate with the License Service
on the HQ Server.
Review the License log for any pertinent information.
CTI Not Available
The ilink IBM Sametime Integration service cannot communicate with the CSTA server, or the client
cannot communicate with the CSTA server. To resolve:
Ensure that the ilink TeamCall CSTA Server service is running.
Verify that communication between the ilink IBM Sametime Integration service and the CSTA server
is not blocked (e.g. by a firewall).
Review the Service Activator log file for any pertinent information.
Review the CSTA server log file for any pertinent information.
A 32 bit Java JRE must be installed for installation of ilink Sametime Integration Services 3.x.
No 32-bit JRE (Java 6 or higher) is installed. To resolve, install a current 32-bit JRE.
Java JRE versions below 1.6 are not supported for installation of ilink Sametime Integration
Services 3.x. Please upgrade your 32 bit Java installation
A 32-bit JRE installed, but its version is below JRE 1.6 (Java 6). To resolve, install a current 32-bit JRE.