Installation Guide for the Stonevoice Application
Suite

Contents

Introduction

Applicable
Versions

Essential
Information

Terminal
Services

Data
Execution Prevention

Reparing
StoneFax or Fax2IP Installations

Versioning
and Licensing

Version
Numbers

Licensing
Model

Registration
Considerations

Upgrading

Upgrading
Having a Maintenance Agreement

Compatibility
with Older Stonevoice Products

Upgrading
from Indirectly Compatible Products

Software
Requirements

Operating
System

Operating
System Configuration

Operating
System Components

Additional
Requirements

Hardware
Requirements

Stonevoice
Application Suite Setup Wizard

Starting
the Installation

Installing
a Version in a Different Language

Prerequisites
Verification

License
Agreement

Information
about Antivirus Software

Release
Notes

Information
about Stonevoice Software Upgrades

Backup
Data

Select
Destination Location

Select
Components

Select
Start Menu Folder

Select
Additional Tasks

Create
Stonevoice Administration Account

Create
Local User Account

Ready
to Install

Local
Area Code and Other Location Information

Security
Alert about Virtual Serial Bus Driver

Installation
Completed

Troubleshooting

Error
Copying Files

Error
Stopping Services

Error
Running the Backup Utility

More
Troubleshooting Information

Introduction

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

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

Install the package on a server machine

Configure your IP telephony system

Configure the Stonevoice Application Suite

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

Applicable Versions

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

Essential Information

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

Terminal Services

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

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

Data Execution Prevention

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

Reparing StoneFax or Fax2IP
Installations

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

Versioning and Licensing

Version Numbers

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

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

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

Licensing Model

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

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

Registration Considerations

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

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

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

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

Upgrading

Upgrading Having a Maintenance
Agreement

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

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

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

Compatibility with Older Stonevoice
Products

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

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

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

Stonevoice SSAM Standalone

Stonevoice Application Suite 1.0

Stonevoice Application Plugins for Cisco CallManager

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

Stonevoice Application Suite 2.01 (any platform)

Stonevoice Application Suite 2.0 for Cisco CallManager

Stonevoice Application Suite 2.1 for Cisco CallManager Express

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

Stonevoice Application Suite 2.2 (any platform)

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

Upgrading from Indirectly Compatible
Products

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

Perform a configuration backup using the Backup utility.

Uninstall the old Stonevoice Application Suite.

Reboot the system.

Delete the folder where the old SAS was installed (C:\Program
Files\StonevoiceAS by default).

Install the package for the latest version of the SAS in the same folder
where the older version was installed.

Restore the previoulsy generated backup using the new Backup and
Restore utility.

Check all the SAS settings, because some of them are not restored
in the newer version.

Software Requirements

Operating System

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

Windows 2000

Windows XP Professional

Windows Server 2003 (see below)

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

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

The following editions of Windows Server 2003 are supported:

Windows Server 2003 Standard Edition

Windows Server 2003 Enterprise Edition

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

Operating System Configuration

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

Terminal Services in Remote Administration mode

Data Execution Prevention limited to essential services

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

Open the Add/Remove Programs applet from the Control Panel.

Click Add/Remove Windows Components.

Ensure that the Terminal Server option is not selected.

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

Open the System applet from the Control Panel.

Click the Advanced tab.

Click Settings under Performance.

Click the Data Execution Prevention tab.

Click Turn on DEP for essential Windows programs and services only.

Click OK two times.

Operating System Components

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

Microsoft Internet Information Services

Microsoft Fax Services (required for StoneFax only)

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

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

Microsoft .NET Framework 1.1 or

Microsoft .NET Framework 2.0

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

Additional Requirements

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

Cisco TSP (Telephony Service Provider)

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

OpenOffice.org 1.1.5 (not version 2.0)

Acrobat Reader

Please note that StoneFax requires a Windows Server 2003 platform.

Hardware Requirements

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

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

Stonevoice Application Suite Setup Wizard

Starting the Installation

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

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

Setup

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

Platform: CallManager
Language: English

Do you wish to
continue?

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

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

Installing a Version in a Different
Language

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

Setup

Different Application Suite language detected. Continue
anyway?

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

For complete packages, all the user interface messages and default
audio messages are replaced with new versions in the chosen language.

For Service Packs, some messages may remain in the old language,
whereas some others may be replaced with new versions. Thus, it is not
recommended to install a Service Pack over a SAS in different language.

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

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

Prerequisites Verification

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

Microsoft Internet Information Services

Setup

Microsoft Internet Information Services (IIS) is not
installed.

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

See Software
Requirements: Operating System Components.

Microsoft Data Access Objects (DAO) 3.6

Setup

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

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

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

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

Jet 4.0 Service Pack 8 (SP8) for Windows Server 2003
(KB829558)

Jet 4.0 Service Pack 8 (SP8) for Windows XP
(KB829558)

Jet 4.0 Service Pack 8 (SP8) for Windows 2000
(KB829558)

Old Applications

Setup

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

Please uninstall
any older Stonevoice packages before installing this
version.

See Upgrading:
Compatibility with Older Stonevoice Products.

Setup

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

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

See Upgrading
from Indirectly Compatible Products.

Other Applications

Setup

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

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

Continue
now?

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

License Agreement

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

Information
about Antivirus Software

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

Release Notes

Please read this information carefully.

Information about
Stonevoice Software Upgrades

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

Backup Data

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

Select Destination
Location

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

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

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

Select
Components

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

StoneFax is a complete fax server, based on a Fax-to-IP driver able
to interoperate with IP telephony systems. No additional fax server software
is needed.

Fax2IP is a component which integrates traditional fax server
environments with your IP telephony systems. Fax2IP operates as a
gateway between the existing fax server and the IP telephony network, using
the T.38 (FAX over IP) protocol inside an H.323 connection.

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

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

Select Start
Menu Folder

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

Select Additional
Tasks

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

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

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

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

Create Stonevoice
Administration Account

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

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

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

Username: admin
Password:
admin

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

Create Local User
Account

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

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

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

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

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

Ready to Install

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

Local Area Code and Other Location Information

The following alert is displayed when installing StoneFax:

Setup

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

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

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

Security Alert about Virtual Serial Bus Driver

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

Security Alert - Driver
Installation

The driver software you are installing
for:

Virtual Serial Bus Enumerator

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

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

Do you still want to install this
driver software?

To install StoneFax or Fax2IP, click Yes.

Installation
Completed

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

Troubleshooting

Error Copying Files

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

Error

C:\WINDOWS\system32\msvbvm60.dll

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

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

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

Close all the other running applications and click Retry.

Use the Task Manager to terminate the running Stonevoice processes (if
any) and click Retry. For a list of the Stonevoice process names,
please refer to the Stonevoice Support Services website.

If the filename is msvbvm60.dll, you may click Ignore. For
other files, you should click Abort.

Error Stopping Services

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

Setup

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

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

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

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

Reboot the machine and repeat the installation.

Click Ingore. In this case, some files may still be in use. See
also Error
Copying Files.

Error Running the Backup
Utility

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

Setup

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

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

More Troubleshooting Information

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