Skype For Business Adapter For ISM Installation Guide

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Service ManagerSkype for Business Adapter for ISMInstallation Guide1.2

Skype for Business Adapter for ISM Installation GuideCopyright NoticeThis document contains the confidential information and/or proprietary property of Ivanti, Inc. and itsaffiliates (referred to collectively as “Ivanti”), and may not be disclosed or copied without prior writtenconsent of Ivanti.Ivanti retains the right to make changes to this document or related product specifications anddescriptions, at any time, without notice. Ivanti makes no warranty for the use of this document andassumes no responsibility for any errors that can appear in the document nor does it make acommitment to update the information contained herein. For the most current product information,please visit www.ivanti.com.Copyright 2019, Ivanti. All rights reserved.Ivanti and its logos are registered trademarks or trademarks of Ivanti, Inc. and its affiliates in theUnited States and/or other countries. Other brands and names may be claimed as the property ofothers.Protected by patents, see https://www.ivanti.com/patents.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 2 of 20

Skype for Business Adapter for ISM Installation GuideTOCCopyright NoticeIntroductionRequirementsInstalling and Starting Adapter componentsSkype for Business Adapter – Ivanti Service Manager (ISM) Stand-alone ApplicationTroubleshootingSkype for Business presence not workingAPI is not verifiedSkype for Business Adapter Service is not runningProblem with LicenseProblem in Creating TicketUninstalling Skype for Business Adapter for Ivanti Service Manager Components2456615151515191920Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 3 of 20

Skype for Business Adapter for ISM Installation GuideIntroductionThis document will guide you with the steps to install and configure the Skpye for Business Adapterfor Ivanti Service Manager.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 4 of 20

Skype for Business Adapter for ISM Installation GuideRequirements Windows Machine with OS 10 or above. .Net Framework 4.5.1 installed. Skype for Business Client – version 16.0.4266.1001 or above installed. Administrator rights to install the product.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 5 of 20

Skype for Business Adapter for ISM Installation GuideInstalling and Starting Adapter componentsSkype for Business Adapter – Ivanti Service Manager (ISM)Stand-alone ApplicationInstall the Skype for Business Adapter for ISM [Desktop Client]1. Execute the ISM Skype4Business Adapter.msi downloaded from the Ivanti Marketplace.2. Follow the steps for installation.3. In the Port Configuration dialog box, by default, the port number: “9009” will be filled in thetext box. Leave it as default and click Next to continue the installation.4. Locate the destination folder to install the product. Else, leave it as default (recommended), andclick Next to continue.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 6 of 20

Skype for Business Adapter for ISM Installation Guide5. Click the Install button. A dialog box will appear.6. Click Yes for user access control. In a few seconds, the Tryvium desk CTI application will beinstalled.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 7 of 20

Skype for Business Adapter for ISM Installation Guide7. Click Finish and the installation will get completed with a product shortcut being listed in thedesktop.Configuring and Starting Skype for Business Adapter for ISM[Desktop Client]1. Make sure that your Skype for Business client has started and logged in.2. Double-click the “TryviumDesk-Skype4B Adapter for Ivanti” desktop shortcut to open theapplication.3. The application main window should show your “Skype for Business Presence Status” and the“Skype4B Adapter Service Status” should be as shown in the screenshot below.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 8 of 20

Skype for Business Adapter for ISM Installation GuidellPresence Status: If Skype4B presence is not shown in the main window, please refer to "Skypefor Business presence not working" on page 15 in the troubleshooting section.Skype4B Adapter Service Status: If the Skype4B Adapter Service status has “(Stopped)”,please refer to "Skype for Business Adapter Service is not running" on page 15 in thetroubleshooting section.4. Click the Settings (gear) icon at the bottom right of the main window.5. In the license tab, enter your license key.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 9 of 20

Skype for Business Adapter for ISM Installation Guide6. Click Activate to validate and activate your license. You will receive a confirmation message oncethe license is activated. If the license activation fails, please refer to "Problem with License" onpage 19 in the troubleshooting section.lThe license will get activated against your Skype for Business SIP Uri (ex:sip:[email protected]).lEach Skype for Business user should activate the license to use this application.lThe CTI adapter application works for the licensed days and the licensed channel.lThe License Activated pop-up will appear. Click OK.4. Click the Ivanti connection tab to enter your Ivanti API details as listed below:llServiceManager URL: Enter your Ivanti Service Manager instance base URL, (whereapplication is hosted).Tenant ID: Enter your Tenant ID.Your Tenant ID is the same as the ServiceManager URL without thehttps:// (or http://).Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 10 of 20

Skype for Business Adapter for ISM Installation GuidelAPI Username: Enter your Ivanti Agent user name.lAPI Password: Enter Your Ivanti Password.lAPI User Role: Enter your Ivanti User RoleCreating a Tenant IDFOR ON-PREMISES CUSTOMERS ONLY. IVANTI CLOUD CUSTOMERS DO NOT NEED TOPERFORM THIS STEP.a. Open the Ivanti Web Instance: http://192.168.3.26/HEAT.b. Enter the Username and Password.c. Select ConfigDB for the application and click Login.d. Click the New tenants icon and provide all the basic mandatory fields to create a new tenant ID.Creating a Username and PasswordFOR ON-PREMISES CUSTOMERS ONLY. IVANTI CLOUD CUSTOMERS DO NOT NEED TOPERFORM THIS STEP.a. Open the Ivanti Web Instance: http://192.168.3.26/HEAT.b. Login as Administrator.c. Click the More option on the Ivanti Service Manager homepage.d. Go to Employee, click on theicon, and provide all the basic mandatory fields.e. In the Login ID field, enter the login name.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 11 of 20

Skype for Business Adapter for ISM Installation Guidef. Enable the Internal Auth check box.g. Enter the password for the respective login.h. Click theicon.i. Assign the Role for the agent, where the respective agent can work on the end-user request.j. Click the Roles tab.k. Click theicon and link the employee record to the roles.l. Click the Unlink icon to remove the roles.m. Select the appropriate role for the agent to work on the incident request. For example, ServiceDesk Analyst and Service Desk Manager, and then click the Save icon.n. Enter the created agent's API username and password.o. Click Verify to validate the details. An “API Verified” pop-up message will be displayed uponsuccessful verification. If the API is not verified, refer to "API is not verified" on page 15 in thetroubleshooting section.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 12 of 20

Skype for Business Adapter for ISM Installation Guide8. Click Preference.a. Choose your language from English, Spanish, German, or French.b. The fields in the CTI will display according to the preferred language selection.c. Enable the check box and select the duration from the after-call work.d. Click Save.A CTI service restart is required for the preferred language to get reflected.9. Once you are done with configuring the adapter service, minimize the window to run in thesystem tray.10. You can open this window fromby right-clicking theicon in the system tray. If theCTI menu is not enabled in the context-menu, please complete steps 5 and 6.The Adapter Service application will get started automatically on Windows Start-Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 13 of 20

Skype for Business Adapter for ISM Installation GuideUp.11. Optional Feature: If you have any mandatory fields in the incident form apart from the fieldsyou see in our CTI, you can set the default value for those mandatory fields in the app configfile. These default values will be populated in Ivanti Service Manager when you are creating aticket through CTI.Configuring the Default Value1. Go to the application installed location.2. Open the “Sensiple.UCX.CTI.Ivanti.exe.config” file.3. Configure the default values under the mandatory incident fields as shown below.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 14 of 20

Skype for Business Adapter for ISM Installation GuideTroubleshootingSkype for Business presence not workingVerify the following:1. Make sure that you are logged in to the Skype for Business client. If you are logged in already,exit the Skype for Business client, open it again, and sign in.2. In Skype for Business Client Help Menu About Skype for Business, check the client version.Make sure that your client version is 16.0.4266.1001 or above. Else, update your Skype forBusiness client and try again.API is not verifiedVerify the following:1. Verify the API Username and Password.2. Make sure you can log in with the same credentials at the Ivanti web instance.3. Make sure your URL and TenantID are correct.Skype for Business Adapter Service is not runningSSL Certification1. Open the Microsoft Management Console (MMC).2. Go to File Add/Remove Snap-in, select Certificates, and then click Add. (You will be promptedto choose the account type for the snap-in to manage. Select Computer account, and clickFinish.) and click OK in the Add or Remove Snap-ins window.3. In the console tree, navigate to Certificates Personal Certificates.4. You will find the following certificate listed.5. If you are unable to find this certificate, import the certificate in the local computer’s personaland trusted Root Certification Authorities. You can locate the certificate in “ InstallationFolder /ACLConfig/Cert.pfx”.Locating the certificate1. Install PFX option by right-clicking the cert file. Welcome to certificate window wizard will getpopulated.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 15 of 20

Skype for Business Adapter for ISM Installation Guide2. Select the store location and click Next.3. Specify the file you want to import and click Next.4. Place the certificate which you want to locate and click Next.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 16 of 20

Skype for Business Adapter for ISM Installation Guide5. Click Finish to complete the import.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 17 of 20

Skype for Business Adapter for ISM Installation Guide6. Once the certificate import is successful, the pop-up message below will appear.7. To view the import certificate, refer to step 3 of the SSL Certification section above.URL Port Binding1. Open the command prompt.2. Run the “netsh http show sslcert ipport 0.0.0.0:9009” command to display the following detailsin the command prompt:3. If you are unable to view the above details, open the command prompt as an administrator andbind the port with the SSL certificate by running the netsh http add sslcert ipport 0.0.0.0:9009certhash Get the Thumbprint from SSL Certificate appid {fa440271-cc48-42da-aaa8b849bcb43a31} command.4. Then re-try step 2 to verify.URL ACL Entry1. Open the command prompt.2. Run the “netsh http show urlacl url https://hosted.sensiple.com:9009/” command to displaythe following ACL details:Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 18 of 20

Skype for Business Adapter for ISM Installation Guide3. If you are unable to view the above details, open the command prompt as an administrator andadd the url to ACL using the "netsh http add urlacl url https://hosted.sensiple.com:9009/user everyone" command.4. Then re-try the step 2 to verify.Problem with LicenseIf you encounter any problems when activating the license:lMake sure that you have entered a valid License Key.lIf the problem persists, connect with the product support team for assistance.lIn case of an expired license, connect with the product support team to renew the license.Problem in Creating TicketIf you encounter any problem when creating ticket, refer to the "Optional Feature" section in theConfiguring and Starting Skype for Business Adapter for ISM [Desktop Client] topic.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 19 of 20

Skype for Business Adapter for ISM Installation GuideUninstalling Skype for Business Adapter forIvanti Service Manager ComponentsAll the Skype for Business Adapter components can be uninstalled from the Windows Control Panel.Copyright 2019 , Ivanti. All Rights Reserved. Privacy & Legal.Page 20 of 20