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Oracle® Collaboration Suite Oracle Voicemail & Fax and Oracle Web Conferencing Conversion Servers Installation and Upgrade Guide
10g Release 1 (10.1.1) for Windows
Part Number B16238-01
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Oracle® Collaboration Suite

Oracle Voicemail & Fax and Oracle Web Conferencing Conversion Servers Installation and Upgrade Guide

10g Release 1 (10.1.1) for Windows

B16238-01

July 2005

This document describes the process of installing Oracle Collaboration Suite 10g Real-Time Collaboration and Oracle Collaboration Suite 10g Voicemail & Fax on Windows operating system.

This document contains the following topics:

1 Checking Preinstallation Requirements

You must meet certain requirements for Oracle Real-Time Collaboration and Oracle Voicemail & Fax before you start the installation. If these requirements are not met, these components might not function properly.

This section covers the following topics:

1.1 Hardware Requirements for Components of Oracle Real-Time Collaboration

You must keep the following hardware requirements in mind while installing Oracle Real-Time Collaboration:

1.1.1 Hardware Requirements for Voice Conversion Server

There are a number of hardware sizing considerations for Oracle Real-Time Collaboration. Refer to the Oracle Collaboration Suite Deployment Guide for detailed information about these considerations.

This section provides information about the hardware required for the Voice Conversion Server used by Oracle Real-Time Collaboration to support streaming voice data during conferences or playback of recorded conferences with voice data.

The Voice Conversion Server must be installed on a computer with Microsoft Windows 2000 Server Service Pack 4 (SP4) or later, with the following basic configuration:

  • 2.4 Gigahertz (GHz) Intel Processor

  • 512 Megabyte (MB) Synchronous Dynamic Random Access Memory (SDRAM)

  • 20 Gigabyte (GB) disk

1.1.2 Hardware Requirements for Telephony

You also need specialized telephony hardware to install Oracle Real-Time Collaboration. You need a T1 or E1 trunk, and a media processing board from Intel or Dialogic to support the trunk. The T1/E1 protocol supported by Oracle Real-Time Collaboration is robbed-bit /CAS (Channel Associated Signaling).

Table 1 and Table 2 list hardware and sizing recommendations depending on the the number of concurrent voice conferences, the type of and number of trunk lines, and the number of Voice Conversion Servers.

Table 1  Sizing Recommendations for Voice Conversion Using T1

Concurrent Voice Conferences T1 Lines Voice Servers Dialogic Hardware Needed for each Voice Server
12 1 1 D/240JCT-T1
24 1 1 D/480JCT-T1
48 2 1 2 x D/480JCT-T1
96 4 2 2 x D/480JCT-T1
192 8 4 2 x D/480JCT-T1

Table 2  Sizing Recommendations for Voice Conversion Using E1

Concurrent Voice Conferences E1 Lines Voice Servers Dialogic Hardware Needed for each Voice Server
15 1 1 D/300JCT-E1
30 1 1 D/300JCT-E1
60 2 1 2 x D/600JCT-E1
120 4 2 2 x D/600JCT-E1
240 8 4 2 x D/600JCT-E1

See Also:

Oracle Collaboration Suite Deployment Guide for specific information on sizing requirements for your system

1.1.3 Network Requirements

The Oracle Real-Time Collaboration components perform load balancing as they handle communications between clients and servers. The Redirector determines which multiplexer or communication manager processes are available as it routes requests from clients. On the other hand, the multiplexer determines which Web Conferencing Server processes are avaiable as it routes communications from and to the Web Conferencing clients.

You might also use a Load Balancer to manage processes handled by your Oracle Applications tier servers. If so, then keep the followingconsiderations in mind:

  • All systems behind the load balancer should have intranet-routable Internet protocol (IP) addresses and must be directly accessible from the Internet at least on the standard HTTP and HTTPS ports (80 and 443).

  • If you use geographic load balancers, the load balancers for separating loads between geographic locations, then you must create Oracle Real-Time Collaboration clusters to partition the system based on geographical distribution.

Caution:

Oracle Messenger also uses ports 5222 and 5223, which in some cases must be open to the Internet.

1.2 Hardware Requirements for Components of Oracle Voicemail & Fax

The typical hardware required for installing Oracle Voicemail & Fax is as follows:

  • Dell PowerEdge 2850 or similar with and 8 GB of RAM with the following:

    • Dual Central Processing Unit (CPU)

    • 8 GB of RAM or more

    • Microsoft Windows 2000 Server with Service Pack 4 (SP4)

      Note:

      Except for Microsoft Windows 2000 Server, no other operating system version is supported for Oracle Voicemail & Fax.

  • Telephony card that works with NetMerge CCS software from Intel

    Note:

    In place of a telephony card, you can also use the Intel® NetStructure™ HMP software with NetMerge CCS.

    For more information about Intel® NetStructure™ HMP and NetMerge CCS, refer to

    http://www.intel.com

1.3 Software Requirements for Components of Oracle Real-Time Collaboration

Oracle Real-Time Collaboration uses a Document Conversion Server to convert Microsoft Office documents into HTML or other compatible formats for sharing during conferences. The server must either have Microsoft Windows NT, Microsoft Office 2000, or Microsoft Office XP installed on it.

Oracle Real-Time Collaboration also uses a Voice Conversion Server to support streaming of voice data during conferences or playback of recorded conferences with voice data. The server requires Microsoft Windows 2000 Server SP4 or later, and Intel Dialogic System Software 5.1.1 SP1 or later.

See Also:

Oracle Collaboration Suite Deployment Guide for details about required hardware and software

1.4 Software Requirements for Oracle Voicemail & Fax

Table 3 describes the software requirements for installing Oracle Voicemail & Fax.

Table 3  Software Requirements for Oracle Voicemail & Fax

Requirement Description
Oracle Management Agent Ensure that the Oracle Management Agent is properly configured and running before you start the installation.

Refer to Oracle Enterprise Manager Advanced Configuration Guide for more information.
Netmerge CSS This is a third-party software from Intel.

You might want to refer to Administrator's Guide for Intel(r) NetMerge(tm) CCS 3.0. installed in the c:\Program Files\Dialogic\CT Media\Client\docs directory.

For more information, contact the reseller from who you have purchased the software.

Note: When you install NetMerge CCS, you must set the locale to English because NetMerge is only supported in English.

After NetMerge CCS is installed, the system administrator can change the locale setting on the computer, if you want the text on the Oracle Voicemail & Fax installation screens to appear in a different language.
Oracle Mail An instance of Oracle Mail must be configured and registered against the instance of Oracle Internet Directory that you want to associate with the current installation. This instance of Oracle Mail may or may not be configured on the same computer.

Note:

In addition to the requirements mentioned, both Oracle Real-Time Collaboration and Oracle Voicemail & Fax require that an instance of Oracle Collaboration Suite Infrastructure be installed before starting the installation. The Infrastructure must have an associated Oracle Internet Directory.

2 Installing Oracle Real-Time Collaboration and Oracle Voicemail & Fax

This section explains the process of Oracle Real-Time Collaboration and Oracle Voicemail & Fax installation.

This section contains the following topics:

Note:

During the installation, there are no screens specific to Oracle Real-Time Collaboration.

2.1 First Few Screens of the Installation

Table 4 lists the first few screens of Oracle Real-Time Collaboration and Oracle Voicemail & Fax installation.

Table 4  First Few Screens of the Installation


 Screen Description
1. None Start the installer:

  1. Log in to the computer as a user who is a member of the Windows Administrators group.

  2. Insert Oracle Collaboration Suite DVD into the DVD-ROM drive.

    If your computer supports the autorun feature, the installer launches automatically.If your computer does not support the autorun feature, then double-click the setup.exe file.
2. Welcome Click Next.
3. Specify File Locations Path: Enter the full path of the Source directory, if required.

Name: Enter a name to identify this Oracle home. The name cannot contain spaces.

Example: OH_apptier_10_1_1

Destination Path: Enter the full path to the destination directory. If the directory does not exist, the installer creates it. If you want to create the directory beforehand, create it as the oracle user; do not create it as the member of the Windows Administrators group.

Example: C:\oracle\ovf_rtc_10_1_1

Click Next.
4. Select Components to Configure Select the components that you want to configure.

The following components are displayed in the list:

  • Oracle Voicemail & Fax

  • RTC Document Conversion Server

  • RTC Voice Conversion Server

  • Oracle Real-Time Collaboration

Note: You cannot have RTC Voice Conversion Server and Oracle Voicemail & Fax components installed and running on the same computer.
5. Register with Oracle Internet Directory Host: Enter the name of the computer where Oracle Internet Directory is running.

Port: Enter the port number at which Oracle Internet Directory is listening. If you do not know the port number, refer to the Oracle Internet Directory entry in install/portlist.ini file of the Infrastructure installation.

Use SSL to connect to Oracle Internet Directory: Select this option if you want Oracle Collaboration Suite components to use only Secure Socket layer (SSL) to connect to Oracle Internet Directory.

Click Next.
6. Specify UserName and Password for Oracle Internet Directory Username: Enter the user name to use to log in to Oracle Internet Directory.

Password: Enter the user's password.

Click Next.

Note: Use cn=orcladmin as the user name if you are the Oracle Internet Directory Superuser.
7. OracleAS Metadata Repository Database Connection String: Select the OracleAS Metadata Repository that you want to use for this Oracle Real-Time Collaboration and Oracle Voicemail & Fax instance. The installer will register this instance with the selected OracleAS Metadata Repository.

Click Next.
8. Specify Port Configuration Options Select Automatic Port Selection if you want default configuration of ports.

For custom configuration of ports, select Manually Specify Ports and deselect the components for which you want to configure ports.

Refer to Oracle Collaboration Suite Installation and Configuration Guide for Microsoft Windows for more information about manually configuring ports.
9. Specify Administrative Password and Instance Name Instance Name: Specify the name of the OracleAS instance for the administrator accounts.

Administrative Password: Specify the initial password for the Oracle Collaboration Suite administrator accounts.

Confirm Password: Confirm the password.

Click Next.

2.2 Oracle Voicemail & Fax Installation Screens

Table 5 lists the screens specific to Oracle Voicemail & Fax installation.

Table 5  Oracle Voicemail & Fax Installation Screens

Step Screen Description
1. Oracle Voicemail & Fax Group Target Creation This screen appears if this is the first Voicemail & Fax Application that you are installing.

The Oracle Voicemail & Fax group is the name of your Oracle Voicemail & Fax installation.

Click Next.
2. PBX-Application Cluster A PBX-Application Cluster defines the relationship between a Private Branch Exchange (PBX) and one or more Voicemail & Fax Applications that are referred to as an application cluster.

You must associate the Voicemail & Fax Application with a PBX-Application Cluster.

Click Yes to create a new PBX-Application Cluster, or click No to associate the current application with an existing PBX-Application Cluster.

Refer to Oracle Voicemail & Fax Administrator's Guide for more information about PBX-Application Clusters.

Click Next.
3. PBX-Cluster Creation This screen appears if you selected Yes on the PBX-Application Cluster screen.

PBX-Cluster Application Name: Enter the name of the new PBX-Application Cluster.

Although you may assign any name to the PBX-Application Cluster, you may want to include the location of the PBX and the type of PBX in the name.

For example: SF_Nortel, Burlington_Avaya, and UK_VOIP.

After you have completed installing Oracle Voicemail & Fax, use Oracle Enterprise Manager Grid Control to configure the PBX-Application Cluster.

Click Next.
4. PBX-Cluster Selection This screen appears if you selected No on the PBX-Application Cluster screen.

This screen shows a list of PBX-Application Clusters in your Oracle Voicemail & Fax installation. You may assign the current Voicemail & Fax Application to any of the listed PBX-Application Clusters.

After you have completed installing Oracle Voicemail & Fax, you can use Oracle Enterprise Manager Grid Control to change this configuration and associate the Voicemail & Fax Application with a different PBX-Application Cluster.

Click Next.
5. Summary This screen shows the summary of the installation process.

Click Install.

3 Performing Postinstallation Tasks

You must perform a few postinstallation tasks to ensure that the installed components function properly.

This section contains the following topics:

3.1 Setting Up User Privileges to Allow Remote Operation of Batch Jobs

To set up user previleges to allow remote operation of batch jobs, perform the following steps:

  1. On the desktop, click Start, Settings, and then Control Panel.

  2. In the Control Panel window, double-click Administrative Tools and then Local Security Policy.

  3. In the Local Security Settings window, double-click Local Policies and then User Rights Assignments.

  4. In the right pane, Double-click the Log on as a batch job policy.

  5. In the Local Security Policy Setting dialog box that appears, add the user who installed the Oracle software.

The added user now has the necessary privileges to perform remote batch jobs.

3.2 Changing the NetMerge Username and Password

For security reasons, the NetMerge services and the Oracle Voicemail & Fax application are both started under the same user ID. By default, they are started under the user ID of the individual who installed NetMerge, with the expectation that the same individual installed Oracle Voicemail & Fax as well.

If NetMerge and Oracle Voicemail & Fax were not installed by the same individual, the name of the NetMerge user must be changed to match the user who installed Oracle Voicemail & Fax. To do so, perform the following tasks:

  1. Go to the Windows Services Panel and double-click Intel Netmerge Converged Communications Server.

  2. In the Properties window, click the LogOn tab.

  3. In the LogOn pane, select This account.

  4. You can now either change the existing user name and password or you can add a new user name and password that matches the user name and password used to install Oracle Voicemail & Fax.

  5. Click OK.

4 Upgrading Oracle Real-Time Collaboration and Oracle Voicemail & Fax

If you have an earlier version of Oracle Collaboration Suite, then you must upgrade it before you can perform installation tasks.

This section contains the following topics:

4.1 Upgrading the Document and Voice Conversion Servers For Oracle Real-Time Collaboration

To upgrade the Document and Voice Conversion Server, you must install Oracle Real-Time Collaboration first.

Perform the following steps to upgrade a Document and Voice Conversion Server:

  1. Shut down the existing middle tiers configured with Oracle Web Conferencing and the Document and Voice Conversion Server. Ensure that the Oracle9iAS Infrastructure and Oracle Collaboration Suite Information Storage Database used by these middle tiers are up and running.

  2. On the system running the middle tier that is configured with the Document and Voice Conversion Server, run the following commands from the ORACLE_HOME/imeeting/bin directory:

    $ORACLE_HOME/imeeting/bin> imtctl
imctl > removeInstance

  3. Using the Oracle Universal Installer for Oracle Collaboration Suite Release 2 (9.0.4.2), uninstall the Document and Voice Conversion Server.

    See the Oracle Collaboration Suite Installation and Configuration Guide for Release 2 (9.0.4.1).

  4. Upgrade the Oracle Collaboration Suite Information Storage Database and the Oracle Collaboration Suite middle tiers according to the instructions in Oracle Collaboration Suite Upgrade Guide.

  5. Stop the upgraded middle tiers (now called Applications tiers).

  6. Ensure that the upgraded Oracle Collaboration Suite Infrastructure 10.1.1.0.2 and the Oracle Collaboration Suite Database used by Oracle Real-Time Collaboration are up and running.

  7. Ensure that you meet the installation requirements described in Section 1.

  8. Perform the steps in Section 2 to install 10g Release 1 (10.1.1.0.2) Document and Voice Conversion Server using a new name, in a new Oracle home on the same system.

Note:

If you have upgraded the middle tiers to 10g Release 1 (10.1.1.0.2) before performing the steps in this section, please review Appendix A, in Oracle Real-Time Collaboration Administrator's Guide.

4.2 Upgrading Oracle Voicemail & Fax

Oracle Voicemail & Fax supports rolling middle tier upgrades. Release 2 (9.0.4.2) middle tiers configured with Oracle Voicemail & Fax are compatible with 10g Release 1 (10.1.1.0.2) Applications tiers in the same environment.

Note:

It is recommended that you schedule the upgrade of your middle tiers in stages rather than perform them all at the same time.

To upgrade Oracle Voicemail & Fax, perform the steps in the following sections:

4.2.1 Preparing to Upgrade Oracle Voicemail & Fax

Before you upgrade Oracle Voicemail & Fax, perform the following tasks:

  1. Upgrade the Oracle9iAS Infrastructure and the Oracle Collaboration Suite Information Storage Databases used by Oracle Voicemail & Fax according to the instructions in Oracle Collaboration Suite Upgrade Guide.

    When you upgrade these components:

    • Oracle Internet Directory schemas are upgraded with the 10g Release 1 (10.1.1.0.2) Oracle Voicemail & Fax attributes and several new Oracle Internet Directory objects are added.

    • Oracle Voicemail & Fax schemas in the Oracle Collaboration Suite Information Storage Database are upgraded.

  2. Upgrade middle tiers configured with Oracle Mail to Oracle Collaboration Suite according to the instructions in Oracle Collaboration Suite Upgrade Guide.

  3. If you are already using Oracle Enterprise Manager 10g Management Service, then upgrade it from 10.1.0.3 to 10.1.0.4.

    Otherwise, install Oracle Enterprise Manager 10g (10.1.0.4) Management Service in your environment. Oracle Enterprise Manager 10g is required because you need it to manage Oracle Voicemail & Fax.

    See Oracle Enterprise Manager Grid Control Installation and Basic Configuration.

4.2.2 Installing Oracle Voicemail & Fax 10g Release 1 (10.1.1.0.2)

To install Oracle Voicemail & Fax 10g Release 1 (10.1.1.0.2) in a new Oracle home:

  1. Back up the middle tier Oracle home configured with Oracle Voicemail & Fax. You should already have backed up the Oracle9iAS Infrastructure before upgrading it. You will use the process entries in the Release 2 (9.0.4.2) Oracle Internet Directory later to reconfigure the 10g Release 1 (10.1.1.0.2) Oracle Internet Directory objects.

  2. From Services, stop and disable all services starting with UM as well as the rmid and rmiregistry services in the middle tier Oracle home configured with Oracle Voicemail & Fax.

  3. Back up the sc_vsto.cfg file. Make a copy of it to sc_vsto.cfg.bak. A new sc_vsto.cfg file is re-created when you restart the system.

    The sc_vsto.cfg file is located in the CT server container directory. By default, it is installed C:\Documents and Settings\All Users\Application Data\Dialogic\CT Media\Containers. If it is not in the default location, check the value of HKEY_LOCAL_MACHINE\\Software\\Dialogic\\CT Media\\2.0\\Server\\Environment\\LocalContainerPath in the Windows registry.

  4. If Oracle Management Agent is already installed on the system, stop its processes and install the 10.1.0.4 patch for Oracle Management Agent.

    Otherwise, install Oracle Management Agent 10.1.0.4 in its own Oracle home on the system running Oracle Voicemail & Fax.

  5. Restart the system where Oracle Voicemail & Fax is installed.

  6. Ensure that the NetMerge Converged Communication Server or CT Media Server is set to level 5 (calls enabled).

  7. Ensure that Oracle Management Agent is up and running.

  8. Follow the instructions to install Oracle Voicemail & Fax 10g Release 1 (10.1.1.0.2) in a new Oracle home in Section 2.

  9. If this is the first middle tier configured with Oracle Voicemail & Fax that you are upgrading, then upgrade your site and user data by following the procedure in Section 4.2.5.

  10. If this is the last middle tier configured with Oracle Voicemail & Fax that you are upgrading, restore the Oracle Internet Directory credentials in the mail store by following the procedure in Section 4.2.6.

Installing Additional Oracle Voicemail & Fax Tiers

To upgrade additional Oracle Voicemail & Fax middle tiers, repeat the steps in Section 4.2.2 on the systems running those middle tiers. During the installation process, you can choose to create a new PBX-Application cluster or to use an existing one, if this system is going to communicate with the same PBX as the previous installation of Oracle Voicemail & Fax.

To reuse an existing PBX-Application Cluster, when you are asked to provide the PBX-Application Cluster, choose to use an existing PBX-Application Cluster. From the list, select the same PBX-Application Cluster that you created during the installation of the first Oracle Voicemail & Fax instance.

4.2.3 Verifying the Installation of Oracle Voicemail & Fax

When the installation completes, verify that you can access the Oracle Voicemail & Fax custom Oracle Enterprise Manager Grid Control pages.

Log into Grid Control and select the Oracle Voicemail & Fax Group target whose name matches the one you entered during the interview phase of the install. If this is your first time accessing this target, then you will be prompted for Oracle Internet Directory login credentials to view these pages. Enter the Oracle Internet Directory username and password, and leave the box selected to save the preferred credentials. The Oracle Internet Directory username can be cn=orcladmin, the Oracle Internet Directory superuser.

4.2.4 Configuring a PBX-Application Cluster

After installing Oracle Voicemail & Fax 10g Release 1 (10.1.1.0.2) in a new Oracle home, configure the PBX-Application Cluster that you created during the installation process.

See "Configuring the PBX-Application Cluster" in Chapter 2 and "Configuring PBX-Application Clusters" in Chapter 3 of Oracle Voicemail & Fax Administrator's Guide.

4.2.5 Upgrading Sites and Users

The term "Site" is a new concept in Oracle Voicemail & Fax 10g Release 1 (10.1.1.0.2). A site is Release 2 (9.0.4.2) group in that represents a logical collection of users based on geography, company division, or any arbitrary criterion. It differs from a Release 2 (9.0.4.2) group because it also restricts the phone numbers that the users underneath it may have.

When upgrading from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2), you must convert some Release 2 (9.0.4.2) groups to sites, and move all 9.0.4.2 users, based on their phone numbers, under the right sites. Oracle Voicemail & Fax provides a tool, upgradeOVFGroupsAndUsers.bat, to accomplish this task. You can run this tool from any upgraded Oracle Voicemail & Fax middle tier, but you cannot use any the 10g Release 1 (10.1.1.0.2) Oracle Voicemail & Fax tiers until the site and user upgrade tool has completed. You first create a site input file and then run the upgrade script, providing the input file as a parameter.

Creating a Site Input File

The site input file contains information about the 9.0.4.2 groups that should be updated to sites and any additional information about these sites.

The format of this file is shown in the following example:

SiteName=hq.us.oracle.com
ExtensionLength=5
LocalNumDigits=10
PBXName=HQ Nortel
PBXConnectionType=SMDI
PhoneNumberSets=1650506????:1650607????:1650633????

In the preceding format:

  • SiteName is the name of the Release 2 (9.0.4.2) group to be converted to a site.

    The value must be non-null and non-empty and correspond to a group that exists in Oracle Internet Directory.

  • ExtensionLength is the length of all extensions at this site. This value allows users to identify their phone numbers using a shortened version of the full phone number.

    The value must be non-null, non-empty and non-negative.

  • LocalNumDigits is the number of digits in a local phone number for this site. This value is used by the system when announcing a caller's phone number. A shortened version of the phone number is used instead of specifying the whole international phone number.

    The value must be non-negative. If not provided, the default value is 0.

  • PBXName is the name of the PBX-Application Cluster that users at this site belong to.

    The value must be non-null and non-empty.

  • PBXConnectionType is the integration type for this PBX-Application Cluster.

    The value should be either SMDI or CTMedia. Any other values cause the script to display a warning, though the script will still run. The value must be non-null and non-empty. You can change these values later using the Grid Control console.

  • PhoneNumberSets restricts the phone numbers that users belonging to this site and PBX-Application Cluster may have.

    The value must be non-null and non-empty. The pattern must consist of digits, question mark (?), hyphen (-), or asterisk (*).

    The asterisk (*) can only appear once at the end of the pattern, if at all. The hyphen (-) may appear as a prefix in the beginning of the pattern. The question mark (?) represents a single digit and can appear anywhere in the pattern.

Repeat this information in the same file for all groups you want upgraded. Ensure that no group specified in the SiteName field is the parent of any other group in the file.

The upgrade tool performs validation checks according to the criteria specified for each field. If any validation check fails, the tool does not run.

Running the Group and User Upgrade Tool

To run the upgrade tool, from the 10g Release 1 (10.1.1.0.2) Oracle home, enter the following command:

um\scripts\upgrade\upgradeOVFGroupsAndUsers.bat oracle_home site_input_file SiteChange UpgradeUsers QueryParent

In the preceding command:

  • oracle_home is the Oracle home configured with Oracle Voicemail & Fax 10g Release 1 (10.1.1) Oracle home.

  • site_input_file is the name of the file created in Creating a Site Input File. This file can be in any directory as long as you specify the full path as well as the name.

  • SiteChange is a boolean argument that indicates whether the groups in the input file should actually be converted to sites. If this argument is true, then the following actions take place for each group in the site input file:

    • The group specified by SiteName is converted to a site, if it is not already a site, and the ExtensionLength and LocalNumDigits are set for this site.

    • A PBX-Application Cluster is created in Oracle Internet Directory, if it does not yet exist, with the specified PBXName. The Oracle Internet Directory object is created under the container cn=PBXes,cn=UMContainer,cn=Products,cn=OracleContext.

    • A PhoneNumberDescription object is created in Oracle Internet Directory under the container cn=Phone Numbers,cn=UMContainer,cn=Products,cn=OracleContext.

    Note:

    Rerunning this tool with this argument set to true should not result in an error unless the name of the PBX-Application Cluster is changed.

  • UpgradeUsers is a boolean argument that should be set to true if you want all users under the groups specified in the site input file to be upgraded from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

    For example, if the site input file contains one group, hq.us.oracle.com, then setting this argument to true instructs the tool to match each user under hq.us.oracle.com with the right site based on his or her phone number. User objects under hq.us.oracle.com that have a phone number belonging to the hq.us.oracle.com site will remain in the same place in Oracle Internet Directory. User objects under hq.us.oracle.com that have a phone number that does not belong to hq.us.oracle.com will be moved under other sites in Oracle Internet Directory.

  • QueryParent is a boolean argument similar to the UpgradeUsers flag. This flag is only relevant if the UpgradeUsers flag is also true. If this flag is set to true then the tool, in addition to upgrading users under the groups in the input file, will upgrade users belonging to the parents of those groups.

    For instance, suppose the site input file contains one group, hq.us.oracle.com. If this flag is set to true, and the UpgradeUsers flag is also set to true, then the tool will look for users directly under the groups us.oracle.com, oracle.com, and com. It will then try to move each of these users to the right site.

For example, if the 10g Release 1 (10.1.1) Oracle home is c:\product\10.1.1\ocs_1, then the commands are:

cd c:\product\10.1.1\ocs_1
um\scripts\upgrade\upgradeOVFGroupsAndUsers.bat c:\product\10.1.1\ocs_1 siteinput.txt true true true
4.2.5.1 Log Files for the Oracle Voicemail & Fax Site Upgrade Tool

The tool logs messages to the file ORACLE_HOME\um\log\Verification\log.xml.

In addition, the tool produces error logs for users who cannot be moved to the right site. There are two types of error logs, one for users under a site who cannot be matched to the right site, and one for users who are matched to the right site but cannot be moved to that site.

These logs files are located in the ORACLE_HOME\um\scripts directory and have a .error extension. For example, suppose you run the tool and see the following error log files:

  • hq.us.oracle.com.error

    This file would contain users under hq.us.oracle.com who could not be matched to any existing site in the system. It could also include users for which there was an unexpected Oracle Internet Directory or configuration error.

  • oracle.com-hq.us.oracle.com.error

    This file contains users who should be moved from oracle.com to hq.us.oracle.com, however, there was an unexpected error moving these users.

Note:

For each of the users in the .error files, you should check the ORACLE_HOME\um\log\Verification\log.xml for more detailed information.

You can rerun the tool after fixing any issues found in the error logs.

4.2.6 Restoring the Oracle Internet Directory Credentials in the Mail Store

Perform the steps in this section after the last Oracle Voicemail & Fax middle tier is upgraded.

After the upgrade of the mail store, you modified the Oracle Internet Directory access user name and password created by the upgrade to 10g Release 1 (10.1.1). After the middle-tier upgrade, reset the password in Oracle Internet Directory using the Oracle Directory Manager tool to modify the appropriate entry. Then restore the Oracle Internet Directory credentials in the mail store.

To reset the password in Oracle Internet Directory:

  1. Ensure that Oracle Internet Directory is running.

  2. Start Oracle Directory Manager by entering the following command from the Oracle Collaboration Suite 10g Infrastructure Oracle home:

    bin/oidadmin

    When prompted, enter the user name, password, and name of the server and port where Oracle Internet Directory is running. By default, the user name is cn=orcladmin and the port is 389.

  3. Click Login. The Oracle Directory Manager appears.

  4. In the navigator pane on the left side, locate the Entry Management tree item and click the plus (+) sign next to it to view its subcomponents. Repeat this step for the cn=OracleContext, cn=Products, cn=EMailServerContainer, cn=um_system and cn=MailStores tree items.

  5. Locate and expand the entry of the upgraded Oracle Collaboration Suite 10g Database hosting the mail store by its global database name. The entry has the form "cn=db_global_name".

  6. Select the cn=emailisinstance entry. In the userpassword attribute field, enter a new password.

  7. Click Apply.

  8. Exit Oracle Directory Manager by selecting File, Exit.

To restore the Oracle Internet Directory credentials in the mail store:

  1. Log into the upgraded mail store (now a Oracle Collaboration Suite 10g Database) as the es_mail user.

  2. At the SQL*Plus prompt, enter the following command:

    begin
  UMAdminInfo.set_info ('cn=emailisinstance, cn=infostore_db_global_name,
    cn=MailStores, cn=um_system, cn=EMailServerContainer, cn=Products, 
    cn=OracleContext', 'password', 'ldaphost', ldapport);
end;

    In the preceding command:

    • infostore_db_global_name is the global database name of the upgraded Oracle Collaboration Suite 10g Database.

    • password is the password you created in Step 6.

    • ldaphost is the name of the host where Oracle Internet Directory is running.

    • ldapport is the port where the upgraded Oracle Internet Directory is running.

    The following message appears:

    PL/SQL Procedure successfully completed.

4.2.7 Mapping Attributes from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2)

When you upgrade Oracle Voicemail & Fax, you must manually reconfigure the attributes in the 10g Release 1 (10.1.1.0.2) installation. Many of the attributes have been combined, or moved, or both to different objects.

Refer to Oracle Voicemail & Fax Administrator's Guide to understand how attributes can be set at higher level to be inherited by child processes.

This section summarizes the names and locations of attributes in Oracle Voicemail & Fax Release 2 (9.0.4.2) and how they can be accessed in 10g Release 1 (10.1.1.0.2) using Oracle Enterprise Manager 10g Grid Control. Some properties can be edited on multiple pages in 10g Release 1 (10.1.1.0.2), which indicates an inheritance scheme. The pages are listed in order of inheritance priority from lowest to highest.

It contains the following tables:

Table 6 summarizes the mappings of mail store parameters.

Table 6  Mail Store Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
Container_ORCL_WriteChunkSize sc_vsto.cfg
  1. Tasks -> Configure Global Process Settings -> Database Buffers

  2. Voicemail & Fax Application Administration Page --> Database Buffers
Container_ORCL_ReadChunkSize sc_vsto.cfg
  1. Tasks -> Configure Global Process Settings -> Database Buffers

  2. Voicemail & Fax Application Administration Page --> Database Buffers
Container_ORCL_ESNode sc_vsto.cfg
  1. Tasks -> Set Global Primary Outbox

  2. Tasks -> Set Voicemail & Fax Application Primary Outbox
Container_ORCL_PoolMin sc_vsto.cfg
  1. Tasks -> Set Database Parameters

  2. Tasks -> Set Voicemail & Fax Application Collaboration Suite Database Parameters
Container_ORCL_PoolMax sc_vsto.cfg
  1. Tasks -> Set Database Parameters

  2. Tasks -> Set Voicemail & Fax Application Collaboration Suite Database Parameters
Container_ORCL_DBPassword sc_vsto.cfg Tasks -> Set Application Password
Container_ORCL_DBUserID sc_vsto.cfg Does not need to be edited
Container_ORCL_DBConnect sc_vsto.cfg Does not need to be edited
Container_ORCL_DBName sc_vsto.cfg Does not need to be edited
orclmailstoredn multiple Oracle Internet Directory process objects
  1. Tasks -> Set Database Parameters

  2. Tasks -> Set Voicemail & Fax Application Service List
outboxDBs Recovery Oracle Internet Directory object No longer required.

Table 7 summarizes the mappings of PBX integration parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 7  PBX Integration Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
orclumpbxconnectiontype multiple Oracle Internet Directory process objects PBX-Application Cluster Administration Page -> PBX Integration
orclumsmdimonitorhost multiple Oracle Internet Directory process objects PBX-Application Cluster Administration Page -> PBX Integration
orclumsmdimonitorport multiple Oracle Internet Directory process objects PBX-Application Cluster Administration Page -> PBX Integration
orclumsmdimonitortimeout multiple Oracle Internet Directory process objects PBX-Application Cluster Administration Page -> PBX Integration

Table 8 summarizes the mappings of general Oracle Internet Directory process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 8  General Oracle Internet Directory Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
MaxLogFileSize multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Log

  2. Voicemail & Fax Application Administration Page --> Log

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Log
NumLogFiles multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Log

  2. Voicemail & Fax Application Administration Page --> Log

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Log
orclmailprocloglevel multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Log

  2. Voicemail & Fax Application Administration Page --> Log

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Log
baseLogDirectory multiple Oracle Internet Directory process objects Voicemail & Fax Application Administration Page --> Log
InstallRootContext multiple Oracle Internet Directory process objects Tasks -> Configure Global Process Settings -> Internet Directory
UMRootContext multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
ESRootContext multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
orclumctapptimeout multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Telephony Server

  2. Voicemail & Fax Application Administration Page --> Telephony Server

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Telephony Server
orclumctservicename multiple Oracle Internet Directory process objects Service Administration Page corresponding to Oracle Internet Directory object --> Telephony Server
orclumctgroupconfig multiple Oracle Internet Directory process objects Service Administration Page corresponding to Oracle Internet Directory object --> Telephony Server
orclumctprofilename multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Telephony Server

  2. Voicemail & Fax Application Administration Page --> Telephony Server

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Telephony Server
orclumctservername multiple Oracle Internet Directory process objects Voicemail & Fax Application Administration Page --> Telephony Server
orclummaxthreads multiple Oracle Internet Directory process objects Service Administration Page corresponding to Oracle Internet Directory object --> Telephony Server
orclumldapquerytimeout multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
orclumldappoolinitsize multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
orclumldappoolminsize multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
orclumldappoolmaxsize multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
orclumldappoolshrinkinterval multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory
orclumldappoolincrementsize multiple Oracle Internet Directory process objects
  1. Tasks -> Configure Global Process Settings -> Internet Directory

  2. Voicemail & Fax Application Administration Page --> Internet Directory

  3. Service Administration Page corresponding to Oracle Internet Directory object --> Internet Directory

Table 9 summarizes the mappings of attendant process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 9  Attendant Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
DefaultAttendantNBR Attendant Oracle Internet Directory object Tasks -> Manage Groups and Sites --> Choose the 'Root' Group

Table 10 summarizes the mappings of routing process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 10  Routing Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
CallRoutingMap Routing Oracle Internet Directory object PBX-Application Cluster Administration Page -> Interactive Voice Response (IVR)
orclumportmap Routing Oracle Internet Directory object Routing Service Administration Page --> General

Table 11 summarizes the mappings of recovery process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 11  Recovery Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
msgQueueLocation Recovery Oracle Internet Directory object Voicemail & Fax Application Administration Page --> Recovery Process
sleepTime Recovery Oracle Internet Directory object
  1. Tasks -> Configure Global Process Settings -> Recovery Process

  2. Recovery Service Administration Page -> Recovery Process

Table 12 summarizes the mappings of MWI process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 12  MWI Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
SMDIMWISuffixSize MWI Oracle Internet Directory object PBX-Application Cluster Administration Page -> MWI Phone Number Conversion
orclumphonenumberset MWI Oracle Internet Directory object PBX-Application Cluster Administration Page -> Phone Numbers
CTMediaSuffixSize MWI Oracle Internet Directory object PBX-Application Cluster Administration Page -> MWI Phone Number Conversion

Table 13 summarizes the mappings of retrieval process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 13  Retrieval Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
maxPinDigits Retrieval Oracle Internet Directory object Tasks -> Manage Groups and Sites -> Password Length
minPinDigits Retrieval Oracle Internet Directory object Tasks -> Manage Groups and Sites -> Password Length

Table 14 summarizes the mappings of recording process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 14  Recording Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
orclumldapgreetingtimeout Recording Oracle Internet Directory object
  1. Tasks -> Configure Global Process Settings -> Recording Process

  2. Voicemail & Fax Application Adminstration Page -> Recording Process

  3. Recording Service Administration Page --> Recording Process
TruncateRecordingMS Recording Oracle Internet Directory object PBX-Application Cluster Administration Page -> Recording Process

Table 15 summarizes the mappings of SMDI process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 15  SMDI Process Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
termMap smdi.properties SMDI Monitor Service Administration Page -> SMDI
serialport smdi.properties SMDI Monitor Service Administration Page -> SMDI
bps smdi.properties SMDI Monitor Service Administration Page -> SMDI
databits smdi.properties SMDI Monitor Service Administration Page -> SMDI
stopbits smdi.properties SMDI Monitor Service Administration Page -> SMDI
parity smdi.properties SMDI Monitor Service Administration Page -> SMDI
emulationType smdi.properties SMDI Monitor Service Administration Page -> SMDI
pingtime smdi.properties SMDI Monitor Service Administration Page -> SMDI
TCPPort smdi.properties SMDI Monitor Service Administration Page -> SMDI

Table 16 summarizes the mappings of group and user process parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 16  Group and User Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
preferredLanguage Group and User Oracle Internet Directory objects
  1. Tasks -> Manage Groups and Sites -> General

  2. Tasks -> Manage Voicemail Accounts
MWIEnabled Group and User Oracle Internet Directory objects
  1. Tasks -> Manage Groups and Sites -> General

  2. Tasks -> Manage Voicemail Accounts
orclumfaxinaccessallowed Group and User Oracle Internet Directory objects
  1. Tasks -> Manage Groups and Sites -> Feature Access

  2. Tasks -> Manage Voicemail Accounts
orclumphoneaccessallowed Group and User Oracle Internet Directory objects
  1. Tasks -> Manage Groups and Sites -> Feature Access

  2. Tasks -> Manage Voicemail Accounts
orclumattendantextension Group Oracle Internet Directory object Tasks -> Manage Groups and Sites -> General
orcltimezone Group Oracle Internet Directory object Tasks -> Manage Groups and Sites -> Site
orclmailvoicequota orclmailuser Oracle Internet Directory object Tasks -> Manage Voicemail Accounts

Table 17 summarizes the mappings of other parameters from Release 2 (9.0.4.2) to 10g Release 1 (10.1.1.0.2).

Table 17  Other Parameters

Name Release 2 (9.0.4.2) 10g Release 1 (10.1.1.0.2) Oracle Enterprise Manager Grid Control
greetingCoderType Recording, Retrieval Oracle Internet Directory objects Tasks -> Manage Groups and Sites -> Greeting
messageCoderType Recording, Retrieval Oracle Internet Directory objects Tasks -> Manage Groups and Sites -> Message
defaultDomainName multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> General
SiteContext Recording Oracle Internet Directory object no longer needed
mailBoxMinLength multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> Site -> Mailbox Extension Length
mailBoxMaxLength multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> Site -> Length of Local Phone Number
vMailIdPrefixes Fax, Recording, Retrieval Oracle Internet Directory objects
  • Tasks --> Manage Groups and Sites -> Telephone Number Translation Rules (for mailbox numbers)

  • PBX-Application Cluster Administration Page --> Telephone Number Translation Rules (for numbers passed to Oracle Voice Mail & Fax through PBX)
pbxNumPrefix multiple Oracle Internet Directory process objects PBX-Application Cluster Adminstration Page -> Telephone Number Translation Rules
pbxNumLength multiple Oracle Internet Directory process objects PBX-Application Cluster Adminstration Page -> Telephone Number Translation Rules
messageMaxLength multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> Message
messageSilenceTimeout multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> Message
greetingMaxLength multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> Greeting
greetingSilenceTimeout multiple Oracle Internet Directory process objects Tasks -> Manage Groups and Sites -> Greeting
dirLookupMaxResults Recording Oracle Internet Directory process object Tasks -> Manage Groups and Sites -> Directory Lookup
dirLookupEnabled cn=default_domain,cn=um_system,cn=UMContainer,cn=Products,cn=OracleContext Tasks -> Manage Groups and Sites -> Directory Lookup

4.2.8 Performing Additional Configuration Steps

Refer to Chapters 2 and 3 of Oracle Voicemail & Fax Administrator's Guide for information on the additional configuration steps required.

Reconfiguring Customized Menu Settings

The Release 2 (9.0.4.2) menu is not compatible with the 10g Release 1 (10.1.1.0.2) menu. Therefore, if you customized theRelease 2 (9.0.4.2) menu and you are upgrading to 10g Release 1 (10.1.1.0.2), then you will need to edit the 10g Release 1 (10.1.1.0.2) menus.xml file with the changes that were made to the Release 2 (9.0.4.2) menus.xml file. In both releases, this file is located in the ORACLE_HOME\um\xml directory.

For more information, see "Customizing Oracle Voicemail & Fax Menus" in Chapter 7 of the Oracle Voicemail & Fax Administrator's Guide.

5 Documentation Accessibility

Our goal is to make Oracle products, services, and supporting documentation accessible, with good usability, to the disabled community. To that end, our documentation includes features that make information available to users of assistive technology. This documentation is available in HTML format, and contains markup to facilitate access by the disabled community. Accessibility standards will continue to evolve over time, and Oracle is actively engaged with other market-leading technology vendors to address technical obstacles so that our documentation can be accessible to all of our customers. For more information, visit the Oracle Accessibility Program Web site at

http://www.oracle.com/accessibility/

Accessibility of Code Examples in Documentation

Screen readers may not always correctly read the code examples in this document. The conventions for writing code require that closing braces should appear on an otherwise empty line; however, some screen readers may not always read a line of text that consists solely of a bracket or brace.

Accessibility of Links to External Web Sites in Documentation

This documentation may contain links to Web sites of other companies or organizations that Oracle does not own or control. Oracle neither evaluates nor makes any representations regarding the accessibility of these Web sites.

TTY Access to Oracle Support Services

Oracle provides dedicated Text Telephone (TTY) access to Oracle Support Services within the United States of America 24 hours a day, seven days a week. For TTY support, call 800.446.2398.

6 Additional Resources

For more information, see these Oracle resources:

Printed documentation is available for sale in the Oracle Store at

http://oraclestore.oracle.com

You can also contact your Oracle representative to purchase printed documentation.

To download free release notes, installation documentation, white papers, or other collateral, visit Oracle Technology Network (OTN). You must register online before using OTN; registration is free and can be done at

http://www.oracle.com/technology/membership/

If you already have a user name and password for OTN, then you can go directly to the documentation section of OTN at

http://www.oracle.com/technology/documentation

6.1 Oracle Support Services

If you purchased Oracle Product Support, you can call Oracle Support Services for assistance. Oracle Support Services include phone assistance, version updates, and access to our service offerings. You have access to phone support 24 hours a day, 7 days a week. In the U.S.A., you can call Product Support at 1-800-223-1711.

Make sure you have your CSI (CPU Support Identifier) number ready when you call. Keep the CSI number for your records, because it is your key to Oracle Support Services. The Oracle Store sends the CSI number to you in an e-mail alert when it processes your order. If you do not have your CSI number and you are in the U.S.A., you can look up your CSI number by accessing our online Order Tracker, which provides detailed order information. Go to the Oracle Store and click Order Tracker located above the top navigation bar.

For Oracle Support Services locations outside the U.S.A., call your local support center for information about how to access support. To find the local support center in your country, visit the Support Web Center at

http://www.oracle.com/support

At the Support Web Center you will find information about Oracle Support Services, such as:

  • Contact information

  • Instructions on how to access electronic services

  • Helpful Web sites

  • Support resources

  • Oracle Support Portfolio

  • Oracle Support Services news

With Oracle Product Support, you have round-the-clock access to OracleMetaLink, the Oracle Support Services premier Web support offering. OracleMetaLink offers you access to installation assistance, product documentation, and a technical solution knowledge base.

It has technical forums, where you can post questions about your Oracle products and receive answers from Oracle Technical Support Analysts and other Oracle users. The questions and answers remain posted for the benefit of all users.

OracleMetaLink options include:

  • Technical Assistance Request (TAR) access

  • Patch downloads

  • Bug database query accessProduct life-cycle information

You can access OracleMetaLink at

http://metalink.oracle.com

6.2 Version Updates

If you do not have a currently supported license, you can purchase the most recent version of an Oracle product from the Oracle Store at

http://oraclestore.oracle.com

If you do have a currently supported license, you can place non-urgent requests for Version Update shipments through the iTAR feature on OracleMetaLink. You will need to log the iTAR type as a U.S. Client Relations/Non-Technical Request.

You can also request Version Update shipments in the U.S.A. by calling Client Relations. When requesting a Version Update, provide the following information to the Client Relations Analyst:

  • CSI number

  • Contact information

  • Platform

  • Product name

  • Shipping address

  • Version number of the product

Outside the U.S.A., call your local Oracle Support Center.

6.3 Premium Services

For information about our Premium Services, including onsite support, OracleGOLD, remote services, and upgrade packages, visit the Support Web Center at

http://www.oracle.com/support

or call your Support Sales Representative in the U.S.A. at 1-800-833-3536.

6.4 Quick Reference

Resource Contact Information or Web Site
OracleMetaLink http://metalink.oracle.com
Purchase additional products, full-use licenses, version updates, and documentation in the U.S.A. http://oraclestore.oracle.com
Access technical resources for developers http://www.oracle.com/technology/index.html
Access all documentation http://www.oracle.com/technology/documentation/collab.html
Access information about technical support http://www.oracle.com/support
Locate local Oracle Support Centers outside the U.S.A. http://www.oracle.com/support
Locate local Oracle offices outside the U.S.A http://www.oracle.com/global/index.html
Call Client Relations in the U.S.A. 1-800-223-1711
Speak with your sales representative in the U.S.A. 1-800-ORACLE-1
Obtain TTY access to technical support in the U.S.A. 1-800-446-2398

Oracle Collaboration Suite Oracle Voicemail & Fax and Oracle Web Conferencing Conversion Servers Installation and Upgrade Guide, 10g Release 1 (10.1.1) for Windows

B16238-01

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