Transcript Genesys: Meeting Center FAQs for Helpdesk

Genesys Meeting Center End-User
Technical Troubleshooting Guide (v1.1)
by Global Voice & Video Collaboration
Overview

Service Availability Overview

How to Access Genesys Meeting Center

Genesys Meeting Center Support

Questions & Answers
Date: Oct. 2005
Version: 1.1
Page 2
Service Availability Overview
Genesys Web Conference
Tool 1.0_ EN_001
Package
Reached End of Life
Web Collaboration
 Application Sharing


Audio and Web Collaboration
 Application Sharing
 Lotus Notes Integration
 Launcher
Promote!!
 Xpress Meeting

Important Information:



Meeting Center_3.5_EN_999
Package
Usage of the Genesys Meeting Center is now being provided as the Global Web and
Audio Collaboration tool.
The new package which will be pushed to clients is (Meeting Center_3.5_EN_999).
This will replace the (Genesys Web Conference Tool 1.0_EN_001)
Consequence:



Date: Oct. 2005
Any clients using the old package will not be able to invite participants from their Lotus
Notes Address books.
Application sharing may not have the desired results.
Genesys Meeting Launcher and Xpress meeting will not be available.
Version: 1.1
Page 3
How to Access Genesys Meeting Center
1. Access Genesys Meeting
Center from Internet Explorer (1/2)

Launch Genesys Meeting Center from
the browser...

For All users:
http://conferencing.novartis.com
Note: Each time the Meetings are started a Java applet check is performed to determine
if the component necessary to host or participate in a meeting are installed.
Date: Oct. 2005
Version: 1.1
Page 5
1. Access Genesys Meeting
Center from your Taskbar (2/2)

Click the Genesys Meeting Launcher icon in your taskbar

These menus will allow you to:




Date: Oct. 2005
Start an Xpress Meeting – manage your audio conference
Start an Ad Hoc Meeting
Start a Scheduled Meeting
Enter the Conference Manager
Version: 1.1
Page 6
2. Access Genesys Meeting Center
from Lotus Notes

This an Email invitation you will receive when you are invited to attend a meeting
Click this link to
join the meeting
Click this link to
join as a presenter
Click this link
to test your
browser
Date: Oct. 2005
Version: 1.1
Page 7
2. Access Genesys Meeting Center
from Lotus Notes- Testing your Browser
Note: Testing of the browser ensures you computer is ready to host and participate
in a meeting
Date: Oct. 2005
Version: 1.1
Page 8
3. Java Error Messages

For users who do not have the Java Plug in 1.4.2_xx installed and who have the
Microsoft VM 3810 the following messages are displayed if the user does not have
Microsoft VM assigned to the browser:

Set Java environment
to Microsoft VM

Delete Java Cache

Delete the
C:\WINNT\Java\JavaCo
nnect.ini file (user or
local support)
Note: See Question 3 in
Questions Slide
Date: Oct. 2005
Version: 1.1
Page 9
4. Popup Blocker

For Engine 3.x and above users (Windows XP SP2) there is a Popup blocker installed
on your machines which will not allow for access to the Genesys Meeting Center.
 User needs allow Pop ups from this site.

Note: this is a one-time action
Date: Oct. 2005
Version: 1.1
Page 10
Genesys Meeting Center Support
Genesys Early Adopters
1.
2.
3.
4.
Support user with technical issues
Support user with basic functionality issues
Identify severity of request (user or IT infrastructure)
Escalate unresolved issues to Genesys Regional/ Local Service DesksContact information can be found:
http://registration.conferencing.com/novartis/contact/techsupport.htm
Date: Oct. 2005
Version: 1.1
Page 12
Questions & Answers
Questions
1.
2.
3.
4.
5.
6.
7.
8.
9.
Date: Oct. 2005
Which Java Version is required for Genesys Meeting Center (GMC)?
How can the user check which version of Java is active during a given IE session?
What happens if the user has a Java version which isn’t supported by GMC?
The user has the minimum SUN Java version and still has problems, or receives the
following error. Why? (Last resort options.)
Why do some users get pop-up boxes when logging in, but others don’t?
How do I invite participants from my Lotus Notes Address book?
Is an application needed to access Genesys Web Conferencing?
How do I access Genesys?
When will the Genesys web conference be available after I schedule it?
Version: 1.1
Page 14
Q1. Java Version Requirements
Which Java Version is required for Genesys Meeting Center?
Java minimum requirements for Genesys Meeting Center browser are:
 Sun JRE 1.4.2 (optionally available on ENGINE V2.0 and above)
 MS Java 5.0.0.3810 (optionally available on ENGINE V2.0 and above)
If the user’s workstation does not meet the requirement, the following error message could
appear (this is the most common message). Other error messages are possible. It is also
possible that the browser may shutdown without generating an error message at all.
Date: Oct. 2005
Version: 1.1
Page 15
Q2. Which Java Version
How can the user check which version of Java is active during a given IE session?
A third party tool can be used to determine this. The user must go to the following URL:
http://javatester.org/version.html

The version of Java is displayed about halfway down the page, in the pink box:
Note: MS Java 5.0.0.3810 is displayed as „Java Version: v1.1.4 from Microsoft Corp.“
SUN Java is displayed with the exact version, as seen in the picture above.
Date: Oct. 2005
Version: 1.1
Page 16
Q3. What if installed Java Version not
supported
What happens if the user has a Java version which isn’t supported by Genesys?
Note: Upgrading to Engine 3.x is the best solution to guarantee Genesys functionality. If
upgrading is not an option, follow the below steps.
a) the user can request the ability to install/upgrade to SUN Java v1.4.x.
 This may not be possible due to restricted portfolios. The portfolio manager should be
contacted to see if the SUN Java can be upgraded.
b) if upgrading to SUN Java v1.4.x is not possible, the user should request the ability to
install/upgrade to MS Java v5.0.0.3810.
 This also may not be possible due to restricted portfolios.
If both vendors’ version of Java are required (e.g. SUN Java v1.3 for a business critical
application in a restricted portfolio and MS Java for Genesys), then the user will need to
manually switch between Java vendors (when switching between the business critical app and
Genesys) by selecting:
 Start / Programs / Internet Explorer / Set Java Environment / select the other Java
vendor (e.g. select MS Java to use Genesys) / OK
 The user should log off and then log on, in order for the change to take effect
If upgrading to either SUN Java v1.4.x or MS Java 5.0.0.3810 is not an option, the user must
wait for a portfolio upgrade, and is unable to use Genesys until the upgrade occurs.
Date: Oct. 2005
Version: 1.1
Page 17
Q4. I checked everything – it still
doesn’t work (1/2)
The user has the minimum MS Java version, but still have problems. Why?
It is possible that the MS Java files have become corrupt. From within IE:

Click on ‘Tools’  ‘Internet Options’  on the ‘General’ tab, hit the ‘Delete Files’
button. Select the ‘Delete all offline content’ option & hit ‘OK.’

Click on ‘Tools’  ‘Internet Options’  on the ‘General’ tab, select ‘Settings’  ‘View
Objects’ (see screen shot below). Delete JavaConnect, JNILoader Control, and any
files beginning with Sametime... or ST.... Click on ‘OK’ to close when done.

Click on ‘Tools’  ‘Internet Options’  on the ‘General’ tab, select ‘Settings’  ‘View
Objects’ (see screen shot below). See if any files have a Status of Damaged or a
Creation Date in the future (excluding Java Runtime… files). If so, delete them and reinstall MS Java.
Shut down and re-start the browser.

Date: Oct. 2005
Version: 1.1
Page 18
Q4. I checked everything – it still
doesn’t work (2/2)
The user has the minimum SUN Java version and still has problems, or receives the
following error. Why?
It is possible (or in case of the above error, did) that the Java files have become corrupt.
 With IE shut down, click on ‘Start’  ‘Settings’  ‘Control Panel’  ‘Java Plug-in’
(make sure not to select java Plug-in v1.3).  ‘Cache’ tab.
 The applets can be deleted from here by pressing the ‘Clear’ button, then pressing ‘Yes’
to confirm.

Date: Oct. 2005
Restart the browser.
Version: 1.1
Page 19
Q5. Pop-up boxes
Why do some users get pop-up boxes when logging in, but others don’t?
The vendors of Java work differently.
 When using SUN Java 1.4.x, you should not receive any pop-ups from IBM. If the user
receives the Novartis pop-up box below, then the user must install the ‘Web Browser’
 ‘Java Security x.x_EN_xxx’ program via NetInstall. The user may need to be added
to the list of users who are allowed to shop for the package.

Date: Oct. 2005
When using MS Java, the user should receive 2 IBM pop-up boxes. The user must
click on ‘Yes’ when they appear.
Version: 1.1
Page 20
Q6. Lotus Notes Address Book
(1/2)
How do I invite participants from my Lotus Notes Address book?
Log in to Meeting Center.
 At the Conference Manager Screen Click Schedule a Meeting.
 Step 1: Enter the Meeting Topic and select the date.
 Step 2: Click the drop down arrow next to Favorites, Select “Global Address Book”


Date: Oct. 2005
You will be prompted to enter your Lotus Notes Password.
Add the desired users, Click Next to continue scheduling your meeting.
Version: 1.1
Page 21
Q6. Lotus Notes Address Book
(2/2)
How do I invite participants from my Lotus Notes Address book if I am a Mobile user?
Log in to Meeting Center.
 At the Conference Manager Screen Click Schedule a Meeting.
 Step 1: Enter the Meeting Topic and select the date.
 Step 2: Click the drop down arrow next to Favorites, Select “Select Notes Database”



Date: Oct. 2005
Navigate to N:\Notes\Data\MDCNOV.nsf (Mobile Directory)
You will be prompted to enter your Lotus Notes Password.
Add the desired users, Click Next to continue scheduling your meeting.
Version: 1.1
Page 22
Q 7, 8, 9
Is an application needed to access Genesys Web conferencing?
Yes. The application will be automatically installed to your workstation. Access Net Install for
How do I access Genesys?
Access Genesys at http://conferencing.novartis.intra
When will the Genesys Web conference be available after I schedule it?
You can schedule an Ad Hoc meeting which will be available immediately or you can schedule
meeting for a future date.
Date: Oct. 2005
Version: 1.1
Page 23