Due to specific file permission limitations during some installations, some files required for Crystal reports viewer are not installed properly.
Solution: Download the fix by copying the following link to your internet browser. ftp://downloads:fixes@209.183.14.145/CrystalReportWebFormViewer3.zip
Extract the file to the following directory C:\Inetpub\wwwroot\aspnet_client\system_web\2_0_50727\ - Updated: December 6, 2007
>>>>>These answers are for you telephone system programmer<<<<<
Answer/Solution: - Check your BCM programming for designated Console.NET "Assist DN" to ensure that is has all keys assigned as intercom. In most cases, ConverTec suggests that this DN be an i2050 utilized on the Console.NET server. - Check the "Assist DN" line assignment to be sure the "Target Line" has as many appearances as intercom keys. - Check the "Prime Set" assignment of the target line assigned to the "Assist DN" to be sure it is set to a receptionist extension. The prime set must not be the same as the "Assist DN". - Updated: October 24, 2006
Answer: On a windows 2003 server, application pools being recycled will cause Console.NET to quit with a "Server Communication error". Solution: Open IIS within Administrative tools. Right Click on "Application Pools" and select Properties. Be sure that all check boxes are removed on the Recycling & Performance tabs. - Updated: August 4, 2006
Answer: PBX Manager is automatically added to the "All Users" start up. If multiple users are allowed to login such as with Windows 2003 server, the Application is trying to start again.
Solution: Remove PBX Manager from the "All Users" start up Windows. - Updated: June 27, 2006
Answer: If you upgraded from version 2.x to 3.00, there is a bug causing extensions sorted by name to go to the end of the list after making a change to the extension in Directory Number/Configuration. Solution: Upgrade to version 3.01 to correct the issue.
Answer: If the name contains a number in front of it, this will cause the extension to display before any extensions with names. Solution: Remove any numbers from the beginning of the names.
Answer: If you are using version 3.x or higher, any extensions with a last name present in Directory Number/ Configuration will be sorted using the last name. Solution: To sort by first name only, place the last name after the first name in the first name field. - Updated: June 27, 2006
Answer: (Nortel Norstar system customers only) Console.NET Version 3.x customers must ensure that the "Norstar DN's" range contained in PBX Manager includes the new extension(s) being added.
Solution: Right click on the PBX icon in the system tray. Select "PBX Server Management Utility". Click on "Norstar DNs" button. Change or add new ranges ensuring that all possible system extensions are within the "From" and "TO" DN range. Click "Apply to the Service" button, close and accept the changes. Stop and restart the service from within the same management utility. Wait several minutes and log back in to Console.NET.
Answer: You may be viewing a group that does not contain the recently added extension(s). Solution: Open Config - Directory Numbers/Groups. Solution: Click on the Group drop down and Select the group you wish to modify, add or remove extensions using the check box next to the extensions listed. Save your changes, close Configuration window and hit F5 on the keyboard to refresh the main screen. Click on the “Navigator” button and confirm your group selection to be viewed then click on the “Monitor” button from within the group selection window. - Updated: June 27, 2006
Answer: Security features of Windows prevents the Help files from functioning properly. Solution: Upgrade to version 3.x containing newly designed help files.
Solution: (Version 2.x or lower only) If necessary, discuss with your IT department adding the following fix to your system Registry. There are two possible situations. 1) Use this fix as is if your Desktop has a shortcut Icon of a Telephone that displays "ConsoleNET" Copy and paste all text between the lines into notepad and save it to your desktop as "HELPFIX.REG". Double click on the file and select "YES" to the confirmation. Your help files will now function. 2) If you have a shortcut without the Telephone Icon, you must substitute the word "localhost" in line 4 of the text below with the name or IP address of the ConsoleNET server computer. __________________________________________________ REGEDIT4 [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\HTMLHelp] [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\HTMLHelp\1.x\HHRestrictions] "UrlAllowList"="http://localhost/ConsoleNET/help/english/"
REGEDIT4 [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\HTMLHelp\1.x\HHRestrictions] "EnableFrameNavigationInSafeMode"=dword:00000001 _________________________________________________________________ - Updated: June 27, 2006
Answer: The client uses the majority of the computer resources in Internet Explorer. Find ways to reduce the load on the Client or improve performance. ************************************************** Solution: Dedicate a computer as the ConsoleNET server and run the browser client from another computer.(See min. specs on website at http://www.convertecinc.com/drivers/Console.NET%20Min%20Requirements%20v3.0%20EN.pdf) • It is suggested that the client not be involved in any other processor or memory demanding tasks while using Console.NET.
Solution: Disable indexing from the virtual directory on the ConsoleNET server. Goto Control Panel/Administative Tools/Internet Information Services. Expand the tree of the Default Website. Right click on ConsoleNET and select properties. Uncheck "Index this resource" Apply and close.
Solution: Upgrading from Console.NET version 2.x to 3.x has many performance improvements. Be sure to check minimum specs on website regarding new 3.x version. - Updated: June 27, 2006
Answer: A bug in Nortel BCM 3.6 and 3.7 sometimes prevents Console.NET from functioning for up to 10 seconds after transferring a call to someone’s voicemail. Solution: Consult with your Nortel Authorized dealer regarding upgrading to BCM software version 3.7 or higher and installing the latest Voice Mail patch to resolve the issue.
Answer: If a call is parked from the users telephone, further attempts to operate any functionality in ConsoleNET will fail because the Subsequent "Exit" or "Page" options in the telephone display have not yet been selected.
Solution: Perform the Park command from the ConsoleNET screen instead of the telephone or "Exit" the paging choices from the telephone before attempting to answer a call. - Updated: June 27, 2006
Situation: A ConsoleNET user has an active conference call and splits the conference using the "SPLIT" link in the personal call window. After splitting the call, the call is parked from ConsoleNET.
Result: The call is Parked on the system but vanishes from the ConsoleNET screen.
Solution: Use the telephone to initiate and break a conference call if your intension is to Park the call afterwards. - Updated: April 5, 2005
A: The Mailbox Extension that you are trying to transfer to must be valid. Most voice mailboxes are associated to telephone extensions but this is not always the case. By Default ConsoleNET configures each extension with a matching V-Mial transfer extension.
Solution: Verify the proper mailbox extension number and check operation by transferring to V-Mail using the phone "Feature 986". If this works, you must configure ConsoleNET with the same extension. Please refer to the documentation for "DN Configuration" and place the proper V-Mail extension for the appropriate telephone extension. If the transfer does not work using the telephone, please call your Phone System dealer. - Updated: October 20, 2004
Answer: Win XP SP2 enables a Popup Killer in Internet Explorer by Default. Since ConsoleNEt is a web based product, Popup killers of any kind prevent the software from running on that specific computer. Furthermore once a Popup killer has blocked the login attempt, the license protection may prevent additional login attempts. Solution: From within "Internet Explorer", select "Tools/Popup Blocker/Disable Popup Blocker". If any other Popup blockers are still active, disable them as well. If a message displays "Too Many active users", reboot the Console.NET server and try again. - Updated: June 27, 2006
A: XP SP2 enables Firewall protection by default. Firewall protection must be disabled or configured to allow the software to function as intended. Solution: * From the ConsoleNET server Browse to Programs/Accessories/System Tools/ and click on "Security Center" * Click on "Windows Firewall" link * Select "Off" to immediatley resolve the problem. If you want to keep Firewall protection on, select the "Exceptions" tab, "Add Port", Name:ConsoleNet Port: 80 * Click "OK" then "OK" again.
Posible Reason: There could be a configuration issue with the phone system or Console.NET. Solution: Confirm your dialing options are correct in Server Configuration. If your system has PRI or T1 lines, the correct PRI pool code must be used. Confirm the user extension in Directory Number configuration is set to the appropriate pool code for outbound dialing. Solution: Make sure that the phone can make outbound calls using the same configuration methods used in Console.NET. **************************************************
Possible Reason: You are logged in to Console.NET as "Admin" "0" in which case you have no call control. Solution: Exit and log back in with a valid user extension and password. **************************************************
Possible Reason: There is a known issue when there are multiple numbers stored for a single contact. Solution: From the drop down, you must re-select the default name "Phone Contacts:" then re-select the number you require to dial. This must be done every time you want to redial the same number. **************************************************
Possible Reason: The "Business Phones" entry must not contain any dashes, spaces or brackets in the pone numbers. Solution: Delete any numbers that contain the dashes, spaces or brackets and re-enter the numbers with digits only. - Updated: August 19, 2005
Possible Reason: Console.NET session is not being closed properly. Solution: Do not shut down or log off the computer without first clicking "Exit" from within Console.NET **************************************************
Possible Reason: An Internet Explorer default option called "Reuse Windows for launching shortcuts" may be causing your Console.Net session to disappear and be locked when an Internet shortcut Link is selected. Solution: Open Internet Explorer and select "Tools/Internet Options/ Advanced". Then look under the "Browsing" heading for "Reuse Windows for Launching Shortcuts" and un-check it. Save/Apply your changes. ************************************************** Possible Reason: The user may have minimized the current session and they are trying to log in again when only one license is available. Solution: • Look in the Taskbar for a session that is already active ************************************************** Possible reason: There is likely a “Pop-up Killer” application running that is blocking requests to login to ConsoleNet. These popup killers may be associated to an IE plug-in, Anti-virus software options, AOL configurations or a separately installed application. Note: Some new Dell computers have popup killers installed by default. Consult your computer dealer for assistance in removing them. Solution: • Disable any Internet Explorer browser pop-up killers. If you are having trouble, ask your network administrator for assistance. ************************************************** Possible reason: Some Internet Explorer toolbar Plugins such as Google do not allow Console.NET to close sessions properly Solution: • Go to Control Panel | Add/Remove Programs and look for Google,Yahoo or any other toolbar added to Interent Explorer and remove/un-install it.. ************************************************** Possible reason: HTTP Keep-Alives may be disabled Solution: • Open Control Panel/Administrative Tools/IIS • Expand Tree “+” sign until “Default Website” is shown • Right click on “Default website” and select “Properties” • Place a check mark in the box for “HTTP Keep-Alives Enabled” under the connections • Select “Apply” and “OK”. Close down the IIS open windows. ************************************************** Possible reason: There may be some cache issues on the ConsoleNet server computer causing IIS to believe that there is still an active user logged in. Solution: • Press “Ctrl + Alt +Del” • Select “Task Manager” • Select the “Processes” tab • Scroll and locate “ASPNET” and right click on it • Select “End Process” • Try to login to Console.NET **************************************************
Possible reason: IF there is no phone number or contact stored for the Company record, the record will not show in Navigator. Solution: • Add a phone number for the Company to the Business Phones section. • Add a Contact person to the Company record
Possible reason: There is likely a “Pop-up Killer” application running that is blocking requests to login to ConsoleNet. These popup killers may be associated to an IE plug-in, Anti-virus software options, AOL configurations or a separately installed application. Note: Some new Dell computers have popup killers installed by default. Consult your computer dealer for assistance in removing them. Solution: • Disable any Internet Explorer browser pop-up killers. If you are having trouble, ask your network administrator for assistance.
Possible reason: You are logged in with a new extension that has never viewed extensions before. Solution: • Open Navigator and select the New button. • On the keyboard hit any key then backspace. • Select Monitor button ************************************************** Possible reason: When Navigator was last used, External checkbox was selected. If the Main screen option for Details, Names Only or Extensions Only is changed, the Navigator must not be in External view or the extensions will not re-appear. Solution: • Open Navigator and uncheck External. • Select the group to view or hit any key then backspace and select Monitor button. ************************************************** Possible reason: (BCM) The extensions are no longer able to be monitored by the Nortel LanCTE. This is a known issue for first release of BCM 3.6 and will require a BCM reboot to temporarily resolve the issue. Solution: • Please consult your Nortel phone system dealer for a patch **************************************************
Possible reason: Events from the phone system were lost so the software was unable to update the correct status. For Norstar, this problem is likely related to Nortel CTE buffer overruns on a busy switch. BCM 3.0 customers could also experience this issue due to an older RPC communication protocol. Solution: • Norstar customers should contact support@convertecinc.com for instruction on updating the Nortel CTA 100 and CTE. BCM customers should upgrade their BCM to a version 3.5 or higher that works on TCP protocol.
Possible reason: Something has interfered with the ability for the client to receive new event information. This could be related to a Client computer issue, server computer issue or an issue with the communication interface from the phone system to the PBX server software. Solution: • Exit the client and log back in. If the system operates normally, the issue was related to a localized PC anomaly. If the problem persists, try logging in from another computer to verify that the issue is isolated to the one PC and take necessary steps to improve PC stability. ************************************************** Solution (BCM only) • If the problem affects all clients, try exiting all clients and logging back in. If the problem is resolved, it is likely related to a network communication failure between the Phone System and the Lan CTE client. On a BCM this can be caused by a BCM running a Back Up service or an intermittent network failure. Ask your phone system dealer to adjust the Backup settings on the BCM as to not interfere with software functionality. Ask your network administer to verify the stability of the local area network. ************************************************** Solution: • If the problem does not clear after exiting and logging back in to the Client(s) then it may be related to a performance issue on the ConsoleNet server. This can be proven by exiting any ConsoleNet clients and restarting “aspnet_wp.exe” as indicated below. 1. Press “Ctrl + Alt +Del” 2. Select “Task Manager” 3. Select the “Processes” tab 4. Scroll and locate “aspnet_wp.exe” and right click on it 5. Select “End Process” 6. Try to login to Console.NET If the problem is resolved, there was in interruption of IIS that may have been caused by one of the following: 1. Memory and or CPU inadequacies. At times of peak system usage, IIS and Web services requires optimal PC performance for stability. Try installing the server software on a new computer with better performance or increase the performance of the existing server. 2. Check that there is no intensive application running on the server during normal business hours. Anti-virus scans & updates, system backups (restore points) have been known to interrupt web application services. 3. Verify that there are no viruses on the server. Unexplained computer slow downs can be related to some viruses. ************************************************** Note: Freezing issues can be generated by many unpredictable situations. Troubleshooting freezing is very difficult to isolate when the client is being utilized on the same computer as the server software. Although the product is compatible for operation on the same PC, many factors can negatively influence the performance of the software under these conditions. If you are experiencing these freezing issues frequently, it is highly recommended that the software be installed on a separate PC dedicated to the task of ConsoleNet server.
Possible reason: Something has interfered with the IIS website on the ConsoleNet server or someone has shut down PBX server from the “System” button. Solution: • Verify that the server is not running any maintenance tasks such as Backup or virus scan that can interfere with the operation of IIS. Install additional memory if required, IIS requires a minimum of 66% free memory to operate properly. • Omit the following directory from any virus scans C:\Inetpub\wwwroot\ConsoleNET ************************************************** ************************************************** Possible reason: There may be a network issue that causes communication interruption between the server &client. Solution: Have your Network administrator test the network stability and correct as required. Solution: • Verify the server does not have Hibernation, Hard Drive suspend, or Screen savers enabled.
Possible reason: Your Internet Explorer is set to re-use open window when launching a shortcut, this causes the existing window to be lost. Solution: • While in Internet Explorer, select “Tools” then “Internet Options” • Click on the “Advanced” tab and search the “Browsing” heading for “Reuse windows for launching shortcuts”. Uncheck this box and Click “Apply” then “OK”
Answer: System call data located in the database can only be gathered when at least one user is logged in to Console.NET. When there is only a single user and they exit the software, no data is recorded. Solution: • Do not exit the client login. • Login to the Console.NET server as administrator, clients can now exit the software and the database will continue to gather call info as long as the Administrator account is logged in.
Answer: When you initiate a screen transfer, the caller is placed on hold. The destination involved in the screen transfer is connected to the holding party when RLS is pressed. If you “cancel” the initial screen transfer and call someone else before going back to the call on hold, you are creating a new transfer destination. If you press “RLS” the transfer is completed to the new location. Solution: • After initiating a screen transfer to an unwanted destination you can “cancel” out and try other destinations. Remember to “cancel” each subsequent attempt at an unwanted transfer destination. After “cancel is pressed, you can go back to pick up the caller on hold. If “RLS” is pressed, the transfer will be completed to the last location you contacted.
Possible reason: You may have installed the wrong version of PBX server during the installation of Console.NET. By default the selection is BCM3.6. You may not have selected the version that corresponds to your phone system. Solution: • Open “Control Panel / Administrative Tools / Services”. • Scroll to “PBX Service” • Expand the Column titled “Description” • The description should match your phone system. BCM 3.5, BCM 3.6, Norstar. If you have the wrong one installed, you will have to uninstall the software and start again. Pay attention to the selections during the installation. ************************************************** Possible reason: If you upgraded your BCM, you will have to un-install your old version of “LAN CTE Client”. Solution: Download and install the new client from the upgraded BCM. You may require the assistance of your phone dealer
Possible reason: Grayed out extensions is usually an indication that a “Directory Number” (DN) listed in ConsoleNet configuration is currently unplugged or non existent on the phone system. Solution: • Verify that the phone should not be listed in the ConsoleNet Directory and remove it. If the phone is temporarily disconnected but will be used again, you can create a new group of extensions to be monitored and exclude the ones that are temporarily unavailable.
A: On a BCM the telephone name is limited to 7 charachters. When ConsoleNET first initializes, the name of the telephone is entered in the database under the first name category. The last name must be entered manually under Directory Number/Configuration. - Updated: October 22, 2004
Possible reason: You are either no longer in an active session or you are logged in as extension “0”. Solution: • Exit from ConsoleNet and log back in confirming that you are using your extension number. ************************************************** Possible reason: If your phone system is configured for T1 trunks, you must use the “Call Queuing” button to answer the calls. ************************************************** Possible reason: You are not able to answer an internal call using Call Queuing; you must click on the left window to answer internal office calls
