TechNote

Issue

---

After upgrading to Connect  Pro7.0 SP1 (build 701_r18), Connect  Pro 7 SP2 (build 702_r31) or Connect  Pro 7 SP3 (build 703_r23), Telephony accounts in your users meetings are no longer active.

Note: If you have not yet upgraded to Connect 7.0 SP1, Connect 7 SP2 or Connect 7 SP3, then please refer to "Prevent Telephony from being disabled when upgrading to Connect Pro 7.0 SP1, 7.0 SP2 or 7.0 SP3" (TechNote kb407597).

Reason

---

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

To verify this, have a user with a Telephony account login to the Acrobat Connect Pro Central portal and click on the My Profile link in the top right hand corner. Next, click on the Edit My Preferences link; look in the Audio Conference Settings section of this page at the Audio Bridge value, if you find that it is set to Disabled then SP1 disabled this feature for all users.

Solution

---

Note: The instructions below are for IT departments (server administrators), not Connect administrators.

To correct the problem for all users of Acrobat Connect Pro:

1. In the Window Services utility, stop the following Acrobat Connect Pro services:
   • Adobe Connect Enterprise Service
   • Flash Media Server (FMS)
2. Copy the c:\breeze\appserv.7\conf\telephony-settings.xml file to c:\breeze\conf\ and overwrite the existing file.
3. Copy the c:\breeze\appserv.7\conf\telephony-capabilities.xml file to c:\breeze\conf\ and overwrite the existing file.
4. Verify that the telephony accounts are disabled by running the following query:
   
   Note: If you don't have database access, then skip to step 6. This query can be scheduled to run at any time with no downtime needed.
   
   SELECT acl_id,field_id,value
   FROM pps_acl_fields
   WHERE field_id=75
   AND value is null
   
   This query will show you all users who have Telephony disabled. The problem is confirmed when the results contain one or more rows.
    
5. To fix the problem, run the following query:
   
   UPDATE pps_acl_fields
   SET value = '<Provider>'
   WHERE field_id=75
   AND value is null
   
   
   1. Find the Provider you are using to get the correct value to use in the UPDATE query
      
      

      Provider	Value
      Premiere	com.macromedia.breeze_ext.premiere.gateway.PTekGateway
      Avaya	com.macromedia.breeze_ext.telephony.AvayaAdaptor
      MeetingOne	com.meetingone.adobeconnect.MeetingOneAdobeConnectAdaptor
      MeetingPlace	com.macromedia.breeze_ext.telephony.MeetingPlaceTelephonyAdaptor

   2. Complete the UPDATE query with the value set to the correct Telephony provider.
      
      For Example, if you are using Premiere as your telephony provider then the value would be com.macromedia.breeze_ext.premiere.gateway.PTekGateway, as follows:
      
      UPDATE pps_acl_fields
      SET value = 'com.macromedia.breeze_ext.premiere.gateway.PTekGateway'
      WHERE field_id=75
      AND value is null
       
   3. Run the UPDATE query
   
   This query will re-enable Telephony for all users on the Acrobat Connect Pro system.
   
   Note: If you run this script at a later date and users have already corrected their own user account this script will not affect those users. It will only enable accounts that are disabled at the time the script is run.
    
6. Start the Acrobat Connect Pro services you stopped in step 1.

(Optional) Users can follow these instructions to re-enable only their own Telephony account manually if the above script was not run:

1. Log in to the Acrobat Connect Pro Central portal.
2. Click My Profile in the top right corner.
3. Click Edit My Preferences.
4. In the Audio Conference Settings section,select your Telephony provider from the Audio Bridge menu.
5. Click Save.