Installation Guide for the Stonevoice Application Suite

Contents

Introduction

The Stonevoice Application Suite (SAS) is a unified framework including all the major Stonevoice applications. The installation package allows you to setup all the available applications at one time.

The SAS is designed to work in tight integration with your IP telephony system. To experience the power of the products included in the package, you have to complete the following steps:

  1. Install the package on a server machine
  2. Configure your IP telephony system
  3. Configure the Stonevoice Application Suite

This guide covers the first step in detail. Once the installation is completed, you'll have to configure your system. For more information on the topic, you may refer to the System Guide that can be downloaded from http://www.stonevoice.com.

Applicable Versions

This installation guide applies to the Stonevoice Application Suite from version 2.3 onwards. Always refer to the latest version of this guide for up-to-date information.

Essential Information

This section provides you with the most important troubleshooting information you have to know before installing the Stonevoice Application Suite.

Terminal Services

Before installing the Stonevoice Application Suite, please ensure that Terminal Services is not installed in Application Mode. See also Software Requirements: Operating System Configuration.

If you plan to install StoneFax, do not install Microsoft Fax Services from a Terminal Services session. See also Software Requirements: Operating System Components.

Data Execution Prevention

Data Execution Prevention is an additional operating system feature introduced with Windows XP Service Pack 2 and Windows Server 2003 Service Pack 1. This feature is incompatible with Stonevoice Application Suite from version 2.3 onwards. See also Software Requirements: Operating System Configuration.

Reparing StoneFax or Fax2IP Installations

If you are reinstalling over an existing installation of the Stonevoice Application Suite, and StoneFax or Fax2IP is correctly configured and running, do not repair the installation when asked during the installation wizard. See also Stonevoice Application Suite Setup Wizard: Select Additional Tasks.

Versioning and Licensing

Version Numbers

The Stonevoice Application Suite has a main version number that applies to the whole installation package. Furthermore, each application that is installed has an individual version number. For example, the SAS 2.3.0.1 includes SSAM 2.2 and Speedy 3.0.

The main version number is the one you may find in the filename of the installation package, and is composed of four digits: Major Version, Minor Version, Service Pack, and Build. For instance, version 2.3.0.1 means Stonevoice Application Suite version 2.3 (build #1), with no Service Pack. Each package includes a given version of each application.

The individual version numbers of the installed applications are shown in the SAS web interface, and are composed of two digits: Major Version and Minor Version. An increase in either the major or minor version number means that new functionality is available in the application.

Licensing Model

The applications are licensed individually, and one license covers all the minor version upgrades of the application.

When you install the latest package over an existing one, all the applications are upgraded to the latest version included within the package. Please note that all the applications are backwards compatible with the previous major and minor versions; for instance, if you have a license for Speedy 2.0 and install the latest package that includes Speedy 3.0, you may continue to use the new application in 2.x compatibility mode, with limited functionality compared to the new version.

Registration Considerations

The following information applies to the Stonevoice Application Suite version 2 (any minor version).

When the SAS is installed for the first time on a server machine, all the applications are available for evaluation. The applications expire after 15 days if they are not registered.

Once an application is registered on a machine, the registration is persistent among different versions even after uninstallation and reinstallation. There is no need to register again if you upgrade from a previous version of the SAS on the same machine.

If you install the new version on a different machine, you have to transfer the registrations from the old machine to the new one. The correct procedure is explained on the Stonevoice website and is possible only between two systems running Windows 2000 or Windows XP, or between two systems running Windows Server 2003. If one of the machines is running Windows Server 2003 and the other is running Windows 2000 or Windows XP, you have to contact the Stonevoice Support Services to manage the transfer.

Upgrading

Upgrading Having a Maintenance Agreement

You may always upgrade to the latest version of the Stonevoice Application Suite without the need to upgrade your applications licenses.

Remember that upgrading to the latest version is often a more complex process than just installing the new package over an existing one. Upgrades should be performed by personnel skilled in both system administration and telephony system configuration, after reading the appropriate release notes and updated technical documentation.

Therefore, Stonevoice requires the specific installations being upgraded to be covered by a suitable Maintenance Agreement. Please refer to the official web site http://www.stonevoice.com for more information on licensing and upgrading.

Compatibility with Older Stonevoice Products

The following information applies to the Stonevoice Application Suite version 2.3.

Depending on the version of the Application Suite that is already installed, you may have to uninstall the old package before upgrading to the latest version.

The following products, including any Service Packs and SSAM upgrades, are incompatible. They must be uninstalled before installing the upgraded package, and you may not reuse their configuration.

The following products, including any Service Packs and SSAM upgrades, are indirectly compatible. If any of them is installed, you should first save your configuration using the embedded backup utility, then uninstall the old package. When you have uninstalled the old version, the upgraded version may installed. The saved configuration can then be restored on the new version.

The following products, including any Service Packs, are directly compatible. You may install version 2.3 over them without removing the old package. The old configuration is automatically upgraded to the new format during installation.

Please note that when the old configuration is upgraded, or an old backup is restored, some settings will need manual adjustments. You have to read carefully the release notes and the updated techincal documentation before performing the update.

Upgrading from Indirectly Compatible Products

To safely upgrade from SAS version 2.0, 2.01, or 2.1 to SAS version 2.3 with minimum impact on the SAS configuration, you may follow the following steps:

  1. Perform a configuration backup using the Backup utility.
  2. Uninstall the old Stonevoice Application Suite.
  3. Reboot the system.
  4. Delete the folder where the old SAS was installed (C:\Program Files\StonevoiceAS by default).
  5. Install the package for the latest version of the SAS in the same folder where the older version was installed.
  6. Restore the previoulsy generated backup using the new Backup and Restore utility.
  7. Check all the SAS settings, because some of them are not restored in the newer version.

Software Requirements

Operating System

The SAS package can be installed on a server-class machine running 32-bit editions of:

The SAS can also be installed on workstation machines for evaluation purposes, though this is not recommended. No additional client software is required to access the SAS from other machines apart from Microsoft Internet Explorer 6.0 or later.

Warning - The Stonevoice Application Suite cannot be installed on a domain controller.

The following editions of Windows Server 2003 are supported:

Note - The StoneFax application requires Windows Server 2003. Depending on the selected operating system edition, the maximum number of fax ports may be limited.

Operating System Configuration

The following operating system configuration requirements apply to the Stonevoice Application Suite:

To verify that Terminal Services is installed in Remote Administration mode under Windows Server 2003 Service Pack 1 and Windows Server 2003 R2 systems:

  1. Open the Add/Remove Programs applet from the Control Panel.
  2. Click Add/Remove Windows Components.
  3. Ensure that the Terminal Server option is not selected.

Data Execution Prevention (DEP) is an additional operating system feature introduced with Windows XP Service Pack 2 and Windows Server 2003 Service Pack 1. If you are installing the Application Suite on one of these operating systems, or after installing the latest Service Pack on a previous operating system version, this feature must be limited using the following procedure:

  1. Open the System applet from the Control Panel.
  2. Click the Advanced tab.
  3. Click Settings under Performance.
  4. Click the Data Execution Prevention tab.
  5. Click Turn on DEP for essential Windows programs and services only.
  6. Click OK two times.

Operating System Components

Before installing the SAS, you should install the following components from the Add/Remove Programs control panel applet, under Add/Remove Windows Components.

Warning - For proper StoneFax operation, Microsoft Fax Services should not be installed from a Terminal Services session.

If you need to run the legacy application IVR Studio Runtime and are installing on Windows 2000 or Windows XP, you should install one of the following additonal components, available for download from the Microsoft web site:

Installing IVR Studio Runtime is usually not needed, because the application is now superseded by IVR Studio Standalone.

Additional Requirements

If you plan to run SSAM for CallManager or QueueManager for CallManager, you should install:

If you plan to run StoneFax, the following applications are required:

Please note that StoneFax requires a Windows Server 2003 platform.

Hardware Requirements

Hardware requirements may vary based on the applications that will run on the machine and the planned workload. The machine running the SAS should satisfy all the requirements of the individual applications in addition to the minimum requirements of the package. When upgrading, the latest versions of the individual applications may have additional requirements, depending on the specific versions being installed.

Since determining the right hardware requires knowledge of the latest version of the applications and other variables, you should always refer to the up-to-date information available on the official Stonevoice website.

Stonevoice Application Suite Setup Wizard

Starting the Installation

[if you launched this guide from within the installation program, you have already executed this step]

To start the installation, download the latest version from http://www.stonevoice.com and run the executable file. You'll be asked for a confirmation before the setup wizard is shown.

Setup
This will install Stonevoice Application Suite 2.3 (build #1)

Platform: CallManager
Language: English

Do you wish to continue?

Please verify that the telephony platform and language are correct before continuing. The telephony platform cannot be changed without uninstalling.

Once the installation is started, you may click on the Help button at any time to display the relevant section of the installation guide.

Installing a Version in a Different Language

If you are installing over a version of the Stonevoice Application Suite in a different language, the following message box appears:

Setup
Different Application Suite language detected. Continue anyway?

If you choose to continue, the behaviour is different based on whether you are installing a complete package or a Service Pack:

Note - Users' welcome messages for the SSAM application will remain in the old language even if installing a complete Stonevoice Application Suite package in a different language.

If you have an older version in your language, and a newer, fully translated version is not yet available in your language, we recommend you install the latest complete mixed language package available for your language. Mixed language packages contain all the user interface and default audio messages in the selected language, except for the newer ones, which are in English. You may install this kind of package over an older version in your language with small impact on the messages of the old applications. Please note, however, that some of the messages in the old applications may still become English because of renewal of part of the web interface.

Prerequisites Verification

The requirements and prerequisites verification is executed before the main installation wizard starts.

Microsoft Internet Information Services

Setup
Microsoft Internet Information Services (IIS) is not installed.

Before installing the Stonevoice Application Suite, IIS must be installed using the "Add/Remove Programs" applet from the Control Panel.

See Software Requirements: Operating System Components.

Microsoft Data Access Objects (DAO) 3.6

Setup
Microsoft Data Access Objects (DAO) version 3.6 is not installed.

Before installing the Stonevoice Application Suite, DAO 3.6 must be installed.

DAO 3.6 is available in Microsoft Jet 4.0 Service Pack 8, which you can download from the Microsoft web site.

Usually, DAO 3.6 is already installed on the system. If not, you should download Jet 4.0 Service Pack 8 from the Microsoft web site:

Old Applications

Setup
Stonevoice SSAM Standalone is currently installed, which is not compatible with this version of the Application Suite.

Please uninstall any older Stonevoice packages before installing this version.

See Upgrading: Compatibility with Older Stonevoice Products.

Setup
Stonevoice Application Suite 2.1 for Cisco CallManager Express is currently installed. This setup program cannot update the installed version. To upgrade without losing your data:

1. Perform a backup of your data using the Stonevoice Backup utility, which you can find in your Start menu.
2. Uninstall the older Application Suite.
3. Install this package.
4. Restore your data using the Stonevoice Restore utility.
5. Check for older settings which may have not been imported in the newer version.

See Upgrading from Indirectly Compatible Products.

Other Applications

Setup
The application named "Stonevoice Video Suite - 1.0.BD3" is currently installed, which is not compatible with this version of the Application Suite.

You should uninstall the application before installing this package. If you think the application has been uninstalled, please continue with the installation.

Continue now?

Some applications need additional computational resources, or use different versions of shared system components from those used by the Stonevoice Application Suite. These applications cannot be installed on the same server of the SAS. Click No to abort the installation, then either uninstall the other application or install the SAS on another machine.

License Agreement

You are required to accept the terms of the License Agreement to install the Stonevoice Application Suite. The main License Agreement for the package covers the entire SAS version being installed, and usually must be accepted in addition to the License Agreements you signed when you purchased the individual applications.

Information about Antivirus Software

If an antivirus is installed on the target machine, it must be disabled at least for the duration of the Stonevoice Application Suite installation. When the installation is finished, we recommend configuring the antivirus to exclude the folder the SAS has been installed into.

Release Notes

Please read this information carefully.

Information about Stonevoice Software Upgrades

This page is displayed only if you are upgrading from a previous version of the SAS. Stonevoice requires the specific installations being upgraded to be covered by a suitable Maintenance Agreement. See Upgrading Having a Maintenance Agreement.

Backup Data

This page is displayed when you are reinstalling over an existing SAS installation. Click the button to launch the Backup and Restore utility of the installed SAS version. If the Backup and Restore utility does not start, see Troubleshooting: Error Running the Backup Utility.

Select Destination Location

If you are installing the SAS for the first time on the target machine, you may select any folder you wish.

Note - The file system of the volume you are installing the SAS on must be NTFS. You cannot install the SAS on FAT file systems.

If you uninstalled the SAS from the target machine previously, and there were scheduled reports for Billy or scheduled behaviours for IVR Manager, you should install the SAS in the same folder where the previous package was installed.

Select Components

This page allows you to select optional SAS applications. You may choose to support fax using StoneFax or Fax2IP.

If fax support is not selected, you have the option of installing it later by running the installation package again. If you install StoneFax or Fax2IP, the selection cannot be changed without uninstalling and reinstalling the Stonevoice Application Suite.

Please remember that StoneFax requires Microsoft Fax Services and Windows Server 2003. See also Software Requirements.

Select Start Menu Folder

Enter the name of the Start Menu folder you want to be created. The Backup and Restore utility and the Registration Utilities will be accessible only from the Start Menu folder.

Select Additional Tasks

Using this page you may select whether to repair existing StoneFax or Fax2IP installations.

If StoneFax or Fax2IP are already correctly installed and running, do not select the repair option. Repairing a working installation may cause problems and need a real repair later.

You may also select whether to install the legacy application IVR Studio Runtime. This application is usually not needed, because it is now superseded by IVR Studio Standalone, that can be installed as a separate package.

To successfully install IVR Studio Standalone, you must ensure that IVR Studio Runtime has never been installed previously.

Create Stonevoice Administration Account

This page allows you to modify the default username and password that the Stonevoice Application Suite administrator will use to log on to the SAS web interface. This page also allows you to recover from a lost username or password.

The SAS administrator always has full permissions inside the web interface, and is allowed to configure the system and create other users with limited or extended permissions.

If you choose not to modify the default value, the administrator will be able to access the SAS using the following default credentials:

Username: admin
Password: admin

These credentials may be modified later from within the SAS web interface.

Create Local User Account

This page allows you to specify or create a local Windows user account that the Stonevoice Application Suite will use to access local and network resources. This is not related to the username and password users will use to access the SAS web interface. By default, the local username is StonevoiceAppSuite and the password is selected by the installation program.

If the environment needs additional security, you may create a new local user account by entering a new username, a new password, and the password confirmation. You may also select an existing user account by entering its username and password. This is particularly relevant if the machine is part of a domain with additional security restrictions.

Note - If you select an existing user account, its password should never expire.

The Windows user account you specify or create will be added to the local Administrators group. If this operation fails on an existing user account, try to create a new user account, or use a domain account.

Warning - If you are installing the SAS on a machine where the local Stonevoice user account has already been created in the past, you should select the same user as before. This is required for proper operation of the scheduled reports for Billy and the scheduled behaviours for IVR Manager.

Ready to Install

Review all the settings, then click on Install. All the install operations will be performed. Please note that some operations need user interaction. Refer to the following sections and the Troubleshooting section for more information.

Local Area Code and Other Location Information

The following alert is displayed when installing StoneFax:

Setup
Now the "Phone and Modem Options" Control Panel applet will show to set the local area code. This operation is mandatory to send faxes.

Click OK to continue. If no area code has ever been set on the target machine, the Location Information dialog box appears that let you enter your country-specific information. You must enter the area code and click OK two more times before being able to send faxes.

If one or more area codes have already been configured, you should just review your settings and click OK again.

Security Alert about Virtual Serial Bus Driver

The following alert is displayed when installing StoneFax or Fax2IP for the first time:

Security Alert - Driver Installation

The driver software you are installing for:

    Virtual Serial Bus Enumerator


has not been properly signed with Authenticode(TM) technology. Therefore, Windows cannot tell if the software has been modified since it was published. The publisher's identity cannot be verified because of a problem:

    The third-party INF does not contain digital signature information.


Do you still want to install this driver software?

To install StoneFax or Fax2IP, click Yes.

Installation Completed

The installation of the Stonevoice Application Suite is now completed, except if a reboot if required. Reboot the machine if prompted.

Troubleshooting

Error Copying Files

The following message box may be displayed during the file copy step of the installation:

Error
C:\WINDOWS\system32\msvbvm60.dll

An error occurred while trying to replace the existing file:
DeleteFile failed; code 5.
Access is denied.

Click Retry to try again, Ignore to skip this file (not recommended), or Abort to cancel installation.

To correctly install the Stonevoice Application Suite, try the following solutions in order:

  1. Close all the other running applications and click Retry.
  2. Use the Task Manager to terminate the running Stonevoice processes (if any) and click Retry. For a list of the Stonevoice process names, please refer to the Stonevoice Support Services website.
  3. If the filename is msvbvm60.dll, you may click Ignore. For other files, you should click Abort.

Error Stopping Services

The following message box may be displayed before the file copy step of the installation:

Setup
Error during the second attempt to stop the service "SSAMSS".

You may try to countinue anyway, but you should repeat the installation in case any files are still in use.

Click Retry to try again, Abort to cancel installation, or Ignore to continue anyway.

This error is common when a Stonevoice service is partially uninstalled, either because the uninstall program was interrupted or because the system was not restarted after uninstallation. To correctly install the Stonevoice Application Suite, try the following solutions in order:

  1. Reboot the machine and repeat the installation.
  2. Click Ingore. In this case, some files may still be in use. See also Error Copying Files.

Error Running the Backup Utility

The following message box may be displayed when you click the Run Backup Utility Now button of the Backup Data wizard page:

Setup
Unable to execute the Stonevoice Backup Utility: The directory name is invalid.

This error may appear if your home directory is on a network drive that is not accessible. If this message appears, launch the Backup and Restore utility from the Start Menu.

More Troubleshooting Information

If you need more help, you may refer to the Stonevoice Support Services website at http://support.stonevoice.com.