TechNote

Prevent Telephony from being disabled when upgrading to Connect Pro 7.0 SP1, 7.0 SP2 or 7.0 SP3

Issue

When upgrading to Connect 7.0 SP1 (build 701_r18), Connect 7.0 SP2 (build 702_r31) or Connect 7.0 SP3 (build 703_r23), the Telephony feature is disabled.

Note: If you have already upgraded Connect Pro to 7.0 SP1, 7.0 SP2 or 7.0 SP3 then refer to "Telephony Bridge is disabled after upgrading to Connect 7.0 SP1, 7.0 SP2 or 7.0 SP3" (TechNote kb407694) to re-enable Telephony.

Reason

The telephony-settings.xml that ships with Connect Pro SP1, SP2 & SP3 has telephony disabled by default.

Solution

To avoid this upgrade issue, follow the instructions below.

In the Window Services utility, stop the following Acrobat Connect Pro services:
- Adobe Connect Enterprise Service
- Flash Media Server (FMS)
Backup the existing Breeze/Connect database and custom.ini file.
Backup the telephony-settings.xml file (located in C:\breeze\appserv\conf).
Backup the telephony-capabilities.xml file (located in C:\breeze\appserv\conf).
Backup the telephony adaptor jar file (located in C:\breeze\appserv\lib) eg. premiere.jar
Install Connect 701_r18 (SP1), 702_r31 (SP2) or 703_r23 (SP3) by following the instructions on the Connect Updates page.
VERY IMPORTANT STEP: On the startup options screen, select Do Not Start Connect Pro Now and click Next (as illustrated below).
Copy the telephony-settings.xml and telephony-capabilities.xml files you backed up in steps 3 and 4 to C:\Breeze\appserv\conf\ and overwrite the existing files.
Copy the telephony adaptor.jar file that you backed up in step 5 to the C:\breeze\appserv\lib folder.
Start the Connect Pro services you stopped in step 1.
Start Acrobat Connect Pro.