Integrated Office Companion Support

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This is a well-known problem that we need to resolve with Mitel R&D. Basically we need to work out a secure way of querying what the IP address of a phone is based on DN.
Note: Starting with version 1.2 it is possible to associate IOC with a specific directory number if the ICP is a 3300.
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{toggle-cloak:id=ID2}Is it possible have have certain keys on the phone protected so they cannot be modified?
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Integrated Office Companion already does this - if a key is set via the switch as non-programmable then it won't let you change it.
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{toggle-cloak:id=ID3}Is there a limitation on how many users would appear on the fly by?(When the user types the first letter of someone's name, and the fly by pops up showing the matches)
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There is no limitation.
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{toggle-cloak:id=ID4}Is it possible to call forward the handset via the Integrated Office Companion?
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Currently it is not possible, but it is being investigated for future releases.
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{toggle-cloak:id=ID5}I lose my Active Directory search when I start up Integrated Office Companion.
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Please ensure that you are running the latest release of the application. This has been fixed.
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{toggle-cloak:id=ID6}Is it possible to prevent users from making changes to the LDAP structure, login and password?
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Since they are already logged in, we do not require the user to enter this info.
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{toggle-cloak:id=ID7}Dialing rules are producing invalid dialing numbers from Outlook contacts
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There are a couple different scenarios where dialing rules will affect the phone number.

If all your contacts are in canonical form (+1 (416) 555-1212 is conical form in Outlook) and you require to dial an outside access number(ie. 9):

1) In your dialing rules put 9 in both "To access an outside line for local calls" and "To access an outside line for long-distance calls".
2) Do not add a 1 to the long-distance call box because Windows will automatically take this into account.
3) If you are dialing LOCAL contacts and require the Area code to dial, you must create an Area Code Rule.
- Goto Control Panel->Phone and Modem Options->Area Code Rules
- Click on New, Fill in your area code in the Area code text box, and check the include the area code box under rules.

If all your contacts DO NOT have the 1 in front of the number for long distance lines, then add a "1" to "To access an outside line for long-distance calls"

If your contacts are not all in the same format, the dialing rules will not work properly. We recommend that all your phone numbers be in conical form so that Windows will handle the formatting.
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{toggle-cloak:id=ID8}Telephony toolbar is munged when resizing and re-adding in Windows XP
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If the IOC toolbar appears odd in the task bar, you can:
1) Click in the tray icon (the icon to the right of the toolbar that looks like the Mitel phone
2) Turn the toolbar off then back on
3) Resize the toolbar (IE: in your picture, click and drag on that series of dots to the left of the toolbar.
OR
1)Change the DPI of the fonts from 96 to 120DPI in the Windows Display Properties.
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{toggle-cloak:id=ID9}The program keys and phone connectivity dialog pops up each time the system is restarted. How can we stop that?
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The first time you install IOC, the phone connectivity dialog pops up.
While clicking the "X" in the upper right corner will close the dialog, it may reappear next time you restart the application.
Instead, select "Program Phone Keys" from either the application's tray icon or tool bar. This will close the phone connectivity dialog and it will remain closed.
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{toggle-cloak:id=ID10}The Outlook search option is grayed out and not accessible in IOC.
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This problem is caused by a registry entry left from Symantec Scriptblocker pointing to a non-existing file. To remove the entry run regedit and remove the registry entry below.

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[HKEY_CLASSES_ROOT\CLSID\{0006F03A-0000-0000-C000-000000000046}\InProcServer32]
@="C:\Program Files\Common Files\Symantec Shared\Script Blocking\ScrBlock.dll"
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Administrator privileges are required to run regedit. This issue affects both versions on the 5330 and 5340 phones.
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{toggle-cloak:id=ID11}Updating from Basic to Enhanced mode.
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To upgrade to enhanced mode, right click on the IOC tray icon and select "About" from the menu.
This will bring up the About dialog with an upgrade button.
Click on the upgrade button and paste the enhanced registration key into the registration key text box. (You can purchase the enhanced key from your Mitel dealer).
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{toggle-cloak:id=ID12}Dialing Highlighted Number.
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To dial a Highlighted Number in IOC:
1) Via the IOC Toolbar "Extra Phone Features" menu item, program a phone key to "Dial Highlighted Number"
2) In an email or document or whatever on the PC, highlight a phone number
3) Press the "Dial Highlighted Number" on the physical phone. (note: unlike other phone buttons, you cannot press PC Companion equvalent button. The reason for this is because, pressing the button on the PC would give the focus to the PC Companion window. This of course takes the focus away from your document and therefore the number technically isn't highlighted any more)
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{toggle-cloak:id=ID13}Turning on Trace Logging in IOC.
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There are 2 different forms of trace logging that can be done in IOC:

A)Mitel Companion Application Logging:

To turn the trace tool on:
# With IOC running, select "Program Phone Keys" from the right most meny of the IOC toolbar - this should pop open the phone interface on your PC (a window titled "Programmable Keys")
# Click anywhere on that window to give it focus
# type CTRL + ALT + SHIFT + T
# A window titled "trace tool" should appear.
# Check "output to file"
# Check "SIP+CSTA from phone"
# Check "SIP+CSTA from NTB"
# Click "ok"

To turn the trace tool off:
# Repeat 1-4 above
# Check "No Output"
# Click "ok"

B) Integrated Office Companion Toolbar Logging:

For IOC 1.0 and 1.1:
* In the text region of the toolbar, type \!~LogF And press Enter.
* This should generate a log file {nl:c:\ip_log.txt}

For IOC 1.2:
# Click on the IOC toolbar and press CTRL + ALT + SHIFT + T or type \!~Log in the text entry field
# The TraceFlags dialog is displayed
# Make sure *To File:* is selected
# Make sure *Show errors*, *Show warnings*, and *Show info* are selected
# Make sure *Overwrite previous log* is selected
# Click the *Close* button
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{toggle-cloak:id=ID14}IOC not displaying incoming calls
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The problem is caused by the phone not receiving call notifications over the SAC link. This also manifests itself by the incoming caller ID not appearing in place of the label of the line the call comes in. Also, if the phone is programmed to display a large call notification on the screen on an incoming call, it does not do so. This may be due to an incorrect configuration of the 3300 ICP. There are also known cases of phones using the same Class of Service that work while others exhibit this problem in which case this is most likely a bug in some versions of the ICP where some phones are assigned a group type of "multicall".


If all phones are experiencing the SAC link breakage follow these step to fix the problem by configuring the 3300 ICP, the telephone system administrator must follow these steps:
1) Log-on to ESM
2) Open the *System Administration Tool*
3) Select *System Configuration*
4) Expand the *Trunks* node and select *Class of Service Assignment*
5) Select the class of service used by the 5300 phones
6) Click the *Change* button
7) Set *HCI/CTI/TAPI Call Control Allowed:* to *Yes*
8) Set *HCI/CTI/TAPI Monitor Allowed:* to *Yes*
9) Click the *Save* button
10) Reboot the ICP.

If some phones behave normally but other show the problem then follow these steps to fix the problem:
1) Log-on to ESM
2) Open the *System Administration Tool*
3) Select *System Configuration*
4) Drill down to *Devices/IP Telephones/Multiline IP Sets/Multiline Set Group Assignment*
5) Find the *Group Directory Number{*}s that correspond to the misbehaving sets and use the *Change* button on each one to change the group type to *Single Line*.
6) Go to *Multiline IP Set Cong*.
7) Goto the the misbehaving set and remove the *MAC* address.
8) Save.
9) Re-Pin the set.

If after doing this procedure the problem still occurs please contact Mitel Support and report the problem citing
MN 211898 and MN 226960 {panel}
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{toggle-cloak:id=ID15}Can't program an "Extra Phone Feature" on a button that's already programmed.
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There is a known issue that if a phone button is previously programmed as a speed call, it can not be reprogrammed from the "Extra Phone Feature" dialog.

The work around for this issue is to first clear the bug for using the "add/edit Speed call" dialog.
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{toggle-cloak:id=ID16}If Outlook 2003 is shutdown and restarted, IOC cannot reconnect to it.
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Outlook 2003: There is an Outlook 2003 bug where Outlook does not play nice with COM.
The workaround is to shutdown IOC and restart Outlook then IOC.

Outlook XP: When you close Outlook the object is not usable but when it is restarted the object is usable again and searches work.

Outlook 2007: It fixes the 2003 and XP behaviors by actually abiding by COM rules and only shutting down the UI which allows IOC to do lookups even after Outlook is closed.
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{toggle-cloak:id=ID17}Presence does not work
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A few know situations can cause Presence not to be available from IOC:
# You are not signed-in to Windows Messenger, MSN Messenger, Windows (Live) Messenger or Office Communicator
# You are running both Windows Messenger and Office Communicator 2007 but are only signed-in in to Messenger
# You have an early version of MSN Messenger

* If you are using Windows/MSN/Live Messenger please upgrade to or make sure you are running the latest version of [Windows (Live) Messenger|http://get.live.com/]
* While Integrated Office Companion (IOC) can get presence information from both the Windows/MSN/Live Messenger and Office Communicator clients it is possible for them to conflict so it is recommended you only use one of the clients with IOC;

You can turn off Presence support or just the use of of Windows/MSN/Live Messenger by following the steps describe in *Turning off presence support* in this FAQ.
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{toggle-cloak:id=ID18}IOC does not change the presence state of MSN and vice versa.
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The first thing that can be done is to upgrade to the latest version of Windows Live Messenger. [http://get.live.com/messenger/overview].

If this does not work, please try the following:

1) Click on Start->Run and type Regedit
2) Double click on HKEY_CLASSES_ROOT, then CLSID, then \{B69003B3-C55E-4b48-836C-BC5946FC3B28\}
3) If there is an InProc32 folder on the left hand side, right click on it and delete.
4) Start MSN and IOC

Lastly if this does not work try the following:

1) Exit MSN and IOC
2) Click on Start->Run and type cmd (Run command prompt)
3) Type 'CD C:\program files\windows live\messenger'
4) Type 'msnmsgr /RegServer'
5) Start MSN and IOC
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{toggle-cloak:id=19}Turning of presence support
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*Supported in version 1.2.896 and later.*
By default presence support is turned on in Integrated Office Companion and Navigator. You can turn off support by first shutting down Integrated Office/Navigator, second opening a command prompt and running IOC with the following command:
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:>"c:\Program Files\Mitel\Integrated Office Companion\ioc.exe" /presence:off
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This will start IOC without presence support.

If on the other hand you only use Office Communicator and want to turn Windows Messenger support off use the following command:
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:>"c:\Program Files\Mitel\Integrated Office Companion\ioc.exe" /presence:messenger:off
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This will start IOC without Windows Messenger support.

Note that these settings are "sticky": Next time you run IOC by clicking a shortcut, presence or messenger support will still be off. You can turn support back on by replacing the word "off" with the word "on" in the commands we just described.
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{toggle-cloak:id=ID20}Vista install error: "The error code is 2739"
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Multiple issues may cause this behavior:
# Use *{nl:IntegratedOfficeCompanion.msi}* instead of *{nl:IntegratedOfficeCompanionSetup.exe}*. The .exe files is for installing on Windows XP. Download the .msi file for installing on Vista.
# The JavaScript DLL is not registered correctly: Open a command prompt and type *regsvr32 {nl:C:\\Windows\\System32\\jscript.dll}*
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{toggle-cloak:id=ID21}If I enter a single letter it does not search my Outlook Contacts all the time.
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If you just enter a single letter in the IOC toolbar, IOC will fail to search on that letter in Outlook if there is a contact group starting with that letter.

For Example:
I have an Outlook Contact "Ed Norton".
I type "e" into the IOC toolbar.
IOC should search and find my contact but if there is a contact group named for example "Everyone",
IOC will be unable to search.

The work around for this is to search with at least 2 letters (IE: "ed"). This is a bug and is scheduled for fixing in the next release.
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{toggle-cloak:id=ID22}IOC fails to connect to the phone. (Phone load upgrade required)
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Unfortunately, when the 3300 switch load 8.0.9.18 was released, the accompaning phone load 01.03.00.12 had a bug in it that did not allow IOC to connect. In order to reliably connect to IOC, Mitel recommends to upgrade 5330/40 Set firmware to 1.3.0.28 - see link below - or higher. Please follow the readme.txt (included in the zip file) to apply this firmware.
[http://www.ebiz.mitel.com/Extranet/jsp/ftp.jsp?url=techsup/3300/5340_1.3.0.28.zip]
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{toggle-cloak:id=ID23}Upgrading from Basic to Enhanced throws a Product Exception
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Unfortinately, upgrading from a Basic license to a Enhance license if done in the following manner:
# You are registered with a Basic Key
# IOC is not connected to the phone
# You Click on the "About" box and select "Register"
# Provide the Enhanced Key to upgrade the license.
# Click on Register now and you encounter the exception.

The correct why to upgrade is to first be connected to the phone, then go to the about box, etc.
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