CTI and Enterprise Vault

[evuser0815]

hi there,

we have a cti solution which integrates in outlook. if this software is on autostart users can't recover an archived email by double clicking it.

is there a solution for something like that or do we have to take off the software from autostart?

[JesusWept3]

My First guess is that you would want to use DisplayItemsUsingOOM.
https://www-secure.symantec.com/connect/articles/using-displayitemsusingoom

On the end user machine, add the following registry key
HKEY_CURRENT_USER\SOFTWARE\KVS\Enterprise Vault\Client
DWORD: DisplayItemsUsingOOM

Set this to 1, and restart outlook.
This is only valid if the Client actually loads though, which from your post isn't clear to me

Past that I guess my questions are:
1. What CTI software are you using? in house or bought?
2. What version of Outlook are you using?
3. What version of the Enterprise Vault Client are you using?
4. What operating system are you using?
5. What exactly is the error you are seeing when trying to recover items?
6. Can users see the Enterprise Vault tool bar (i.e store in vault, archive explorer buttons etc)
7. What happens when the user attempts to open a shortcutted item?
    (does it show you a grey banner saying the item could not retrieved)
8. If you do see the Enterprise Vault Icons could you get a client trace?
9. If you don't see the EV Icons, can you go to your Temp directory and find the newest EV Client log

To do a client trace, the client has to be loaded and the EV Icons visible.
Hold CTRL-SHIFT and click one of the EV Icons, such as store in vault, restore from vault, archive explorer etc, after you click the icon a dialog box will come up with a number of tracing options, set it to maximum tracing, then restart outlook and attempt to reproduce the behavior.

If you do not see the icons, it is possible that it may be logging why it is exiting in the temp directory

In Windows XP it would be in
C:\Documents and settings\username\Local Settings\Temp

In Windows Vista and Windows 7 it would be in
C:\Users\username\AppData\Local\Temp

Sort by modified date with the newest items on top and look for
ev_client_log_*.txt 

[evuser0815]

first, thanks for reply.

1. we use IXI-Call

2. we use outlook 2003 and 2010

3. ev-client is for 2003 8.0.0.1405 (sometimes we use 8.0.2.1713) and for 2010 we have the http-only-addin 9.0.1.1073

6. in 2003 users can see it in 2010 not

7. when attempting to open a shortcutted item it shows a grey banner which says the item could not be downloaded

8. client trace is made

is the link you send first really a solution for that behaviour? has the registry key to be done in combination with this change in the ev policy?

its not really clear to me what this entry is doing on the machine...

[evuser0815 · Accepted solution]

A new client version of our cti software brought the solution.