1. Genesys Meeting Center End-User Technical Troubleshooting Guide (v1
Genesys Meeting Center End-User Technical Troubleshooting Guide (v1.1) by Global Voice & Video Collaboration

2. Overview Service Availability Overview
How to Access Genesys Meeting Center
Genesys Meeting Center Support
Questions & Answers
Date: Oct Version: 1.1 Page 2

3. Service Availability Overview
Important Information:
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:
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.
Genesys Web Conference
Tool 1.0_ EN_001
Package
Meeting Center_3.5_EN_999
Web Collaboration
Application Sharing
Audio and Web Collaboration
Lotus Notes Integration
Launcher
Xpress Meeting
Reached End of Life
Promote!!
Date: Oct Version: 1.1 Page 3

4. How to Access Genesys Meeting Center

5. 1. Access Genesys Meeting Center from Internet Explorer (1/2)
Launch Genesys Meeting Center from the browser...
For All users:
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 Version: 1.1 Page 5

6. 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:
Start an Xpress Meeting – manage your audio conference
Start an Ad Hoc Meeting
Start a Scheduled Meeting
Enter the Conference Manager
Date: Oct Version: 1.1 Page 6

7. 2. Access Genesys Meeting Center from Lotus Notes
This an 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
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8. 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
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9. 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\JavaConnect.ini file (user or local support)
Note: See Question 3 in Questions Slide
Date: Oct Version: 1.1 Page 9

10. 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 Version: 1.1 Page 10

11. Genesys Meeting Center Support

12. Genesys Early Adopters
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 Desks-
Contact information can be found:
Date: Oct Version: 1.1 Page 12

13. Questions & Answers

14. Questions
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?
Date: Oct Version: 1.1 Page 14

15. Q1. Java Version Requirements
Which Java Version is required for Genesys Meeting Center?
Java minimum requirements for Genesys Meeting Center browser are:
Sun JRE (optionally available on ENGINE V2.0 and above)
MS Java (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.
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16. 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:
The version of Java is displayed about halfway down the page, in the pink box:
Note: MS Java 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 Version: 1.1 Page 16

17. 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 v
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 is not an option, the user must wait for a portfolio upgrade, and is unable to use Genesys until the upgrade occurs.
Date: Oct Version: 1.1 Page 17

18. 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 re-install MS Java.
Shut down and re-start the browser.
Date: Oct Version: 1.1 Page 18

19. 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.
Restart the browser.
Date: Oct Version: 1.1 Page 19

20. 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.
When using MS Java, the user should receive 2 IBM pop-up boxes. The user must click on ‘Yes’ when they appear.
Date: Oct Version: 1.1 Page 20

21. 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”
You will be prompted to enter your Lotus Notes Password.
Add the desired users, Click Next to continue scheduling your meeting.
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22. 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”
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.
Date: Oct Version: 1.1 Page 22

23. 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
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 Version: 1.1 Page 23