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Avaya CP Unified Messaging Installation and Maintenance Manual

1. 55 Replacing the Mail database design 0 00 cece eee 55 No entries in CallPilot Personal Name and Address Book 56 The dynamic link library nNOTES dIl could not be found in the specified path 56 You download the CallPilot address book and 0 entries are found 56 Troubleshooting after logging ON snide Hwa oe had BAGA 05 0 bo SSW KEN EGG dead 57 P0606020 02 Contents 5 The CallPilot address book is empty 0 00 cee eee ees 57 The subscriber has message access problems 57 The subscriber has problems sending messages 57 Messages remain in the subscribers Outbox 57 The subscriber cannot send messages 2 000 eee eee eee 58 The subscriber cannot send a CallPilot message 58 Non delivery notification a KGAD LEG NMA deeds ebeews ALE eieneS ANA 59 Unknown appears in the Sender field 000 AA 59 The subscriber has problems with faxing aaa 60 The subscriber has problems with fax reception 60 The subscriber has problems with receiving replies 60 Deleted messages remain in the subscriber s mailbox 61 The subscriber cannot delete messages 61 Messages no longer on server ee eee 61 Voice message does not play on telephone 61 The Message Waitin
2. You download the CallPilot address book and 0 entries are found 1 Check the CallPilot Address Book search base Search base is configured under Actions gt CallPilot Desktop Messaging gt CallPilot Desktop Messaging Select the Address Book tab 2 Verify that the search base is exactly as it is configured on the CallPilot Administration Client P0606020 02 Chapter 4 Troubleshooting 57 Troubleshooting after logging on The CallPilot address book is empty Lotus Notes subscribers must log on to CallPilot before they can download the address book Make sure that your Address Book People CallPilot window is the active window On the Actions menu click Download CallPilot Address Book On the View menu click Refresh Make sure the CallPilot Address Book has been downloaded A OQ N Outlook and GroupWise clients 1 Click Download CallPilot Address Book 2 If it responds with 0 entries found verify that the search base is correct The subscriber has message access problems The subscriber has modified the settings so that they are now correct but the subscriber still cannot access their messages If you modified the settings while Unified Messaging was open close and reopen Unified Messaging so that the settings take effect The subscriber has problems sending messages When the subscriber sends a message it arrives in the recipient s Outlook mailbox but it does not arrive in the CallPilot message mailbox
3. Timeout 38 search timeout 48 Troubleshooting after logging on 57 after successful logon Outlook 57 Outlook and GroupWise 57 during installation 49 logon failures 52 obtaining the version number 49 Unified Messaging support tools 69 update CallPilot user Mail database for administrator 51 U Unified Messaging about 7 data network security 11 hardware requirements 7 online Help 68 optional hardware requirements 7 related documents 9 software requirements 8 supported IMAP Internet clients 8 supported integrated clients 8 supported Internet mail clients 8 Unified Messaging support tools 69 Uninstalling earlier version of Unified Messaging 16 User installation fax requirements 16 V Voice format 9 VPIM 12 Networking 12 W Windows Messaging 4 0 15 31 Index 75 CallPilot Unified Messaging Installation and Maintenance Guide
4. 1 Ensure that when you address the message you locate the recipient s address in the CallPilot Address Book If the recipient is defined in your Personal Address Book then ensure that the Personal Address Book entry is a CallPilot address 2 To ensure that the recipient is defined as a CallPilot Address type highlight the name click Properties and verify that the Address Type CalIPilot 3 Before you send the message in the To field highlight the Recipient click Properties and verify that the Address Type Call Pilot Messages remain in the subscriber s Outbox On Microsoft Outlook messages remain in the mail client outbox not the CallPilot Message Store outbox This problem can be caused by the migration from one server to another while maintaining the same Outlook client Remove the Exchange server then re add it to the subscriber s profile CallPilot Unified Messaging Installation and Maintenance Guide 58 Chapter 4 Troubleshooting To fix the Outbox 1 On the subscriber s computer on the Tools menu click Services The Services dialog box appears Select CallPilot Desktop Messaging Press the Ctrl Shift keys and click Properties The CallPilot Outbox Fix dialog box appears CallPilot Outbox Fix 4 Click the Fix outbox button The subscriber cannot send messages The subscriber cannot send messages to fax AMIS or digital networking subscribers 1 Make sure that the subscriber is addressing t
5. Networks recommends that subscribers keep their CallPilot messages separate from their Outlook messages By keeping CallPilot messages separate it 1s easier to prioritize messages and identify message types If the subscriber requests it you can configure Outlook to store all incoming email and CallPilot messages in the CallPilot message store Note If you configure the email client to deliver messages to the CallPilot Inbox all email messages are stored on the subscriber s hard drive After the message is delivered the messages no longer resides on the Exchange server To specify where to deliver e mail messages 1 On the Outlook window on the Tools menu click Services or if you use Outlook XP open the Address Book and on the Tools menu click Services The Services dialog box appears Click the Delivery tab From the Deliver new mail to the following location list select CallPilot Transport and click the up arrow to move it to the top of the list 4 Click the OK button P0606020 02 Chapter 3 Installing and configuring Unified Messaging 29 Configuring Outlook 2002 Outlook 2002 handles mail accounts differently than previous versions of Outlook This section describes how to configure the Unified Messaging options for Outlook 2002 To set Unified Messaging options 1 In Outlook on the Tools menu click E mail Accounts The E mail Accounts wizard appears Choose View or change existing e mail accounts and then cl
6. Outgoing Server SMTP Port Advanced Features PAP A Search messages O Use secure connection SSL Check for new mail at startup a Create message filters Check for new messages every minutes When I delete a message PTET EE Clean up Expunge Inbox on Exit C Empty Trash on Exit Bi Offline settings ry Set as Default M0 Local directory C Documents and Settings tanabj Application DatalMozilla Profiles default jpdm04ii IN i Netscape CJ A Of EA Document Done Unread 0 Total 4 I Communica From the When I delete a message list box select Mark it as deleted Select the Clean up Expunge mailbox on exit check box This will cause messages to be marked as deleted in the client and the telset when they are deleted from Netscape When the Netscape 6 client is closed or a telset session is logged out when messages are marked as deleted the messages will be physically deleted 4 Click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 46 Chapter 3 Installing and configuring Unified Messaging Configuring Eudora Pro To change any part of this configuration after it is complete on the Tools menu click Options to display the configuration screens Configuring an IMAP account on Eudora Pro 1 Double click the Eudora Pro icon The New Account Wizard Welcome to Eudora Pro screen appears Click the Next button The N
7. Shift On the Tools menu click Send and Receive and then click CallPilot Transport Press Ctrl Shift until the CallPilot Reset Mailbox dialog box appears Reset mailbox removes the local copy of CallPilot message headers and attachments that are normally maintained in the inbox folder This allows a fresh set of headers to be downloaded from CallPilot Don t reset mailbox 4 Select the Reset Mailbox button All CallPilot messages are purged from the subscriber s mailbox and the CallPilot message headers that are stored for the subscriber are downloaded again The messages disappear and then reappear one by one All message caching is lost Note The messages are not deleted from CallPilot The messages are removed from the client computer cache Messages are downloaded again from Business Communications Manager system to the client computer This feature is intended for system administrators and CallPilot product support CallPilot Unified Messaging Installation and Maintenance Guide 70 Chapter 4 Troubleshooting CPTrace You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on You save this information to a log file that you can analyze to determine the cause of the problem Problems you can look for include e trouble connecting to the Business Communications Manager system e CallPilot player problems e address book problems e problems with message compose
8. on the File menu click Security and click User Security Type your Notes password and then click the OK button Select the Don t prompt for a password from other Notes based programs option and then click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 36 Chapter 3 Installing and configuring Unified Messaging Configuring Internet Mail clients CallPilot Unified Messaging supports these Internet mail clients Outlook Express Outlook in Internet mail mode Netscape Messenger Eudora Pro Note You must use at least the minimum supported version of the Internet mail client In particular Netscape Messenger versions earlier than 4 5 are incompatible with CallPilot Unified Messaging Your Information Systems administrator can give you more information on upgrading your Internet mail client You need the following information to configure your Internet mail client the FQDN or IP address of the Business Communications Manager system the subscriber s CallPilot mailbox number and password the SMTP VPIM prefix of the Business Communications Manager system If you use Message Networking include this prefix Enter the value from the Local Prefix box of the Digital Networking Properties page in CallPilot Manager You can provide this information to subscribers if you want them to configure the client Configuring Outlook Express or Outlook in Internet Mail mode If your Internet mail client 1s
9. reply forward delete and notification To use CPTrace you must understand Unified Messaging functionality and the corresponding components on the IMAP server m __ Note Running CPTrace affects how CallPilot works It is possible that you will not be able to reproduce problems while CPTrace is running CPTrace exe is installed with each desktop client in the Program Files Nortel lt client directory gt e for Microsoft Outlook in nmdc e for Lotus Notes in nmin e for GroupWise in nmgw Using CPTrace To use CPTrace double click the CPTrace exe in the corresponding desktop client directory CPTrace P0606020 02 Chapter 4 Troubleshooting 71 CP Trace settings The CPTrace settings are stored in the Windows registry The existing settings are used each time you run CPTrace Writes logs to a file Check this box and type a file name and extension to maintain the log You can include a directory path such as c my player When you close CPTrace with the File check box selected the Desktop client continues to write information to the file selected This slows down the Desktop operation slightly The log file never gets larger than 1Mbyte When the file size reaches 1Mbyte 10 percent of the file is purged starting with the oldest data If you select the File check box and close CPTrace you receive a warning that File tracing is still enabled and asking if you want to turn off tracing Click Yes to leave file tracing enabl
10. Audio device setting select either Computer or Telephone as the playback and recording device If you select Telephone enter a telephone number and click Add All telephone numbers are stored which is useful if the subscriber listens to or records messages from multiple locations Click the Apply button P0606020 02 Chapter 3 Installing and configuring Unified Messaging 33 20 Click the Volume Control tab 21 Select the default speaker and microphone volumes from this tab The microphone level can be changed only from this dialog box The subscriber can change the volume level and the volume control on the player from this dialog box The selected volume level is used for future player sessions 22 Click OK to save your changes and close the dialog box CallPilot Unified Messaging Installation and Maintenance Guide 34 Chapter 3 Installing and configuring Unified Messaging Configuring Lotus Notes Updating the Mail database In Lotus Notes the Mail database design determines which messages appear in the Notes message list There are two ways to update the database design for Desktop Messaging e automatic update this updates the database automatically when you install Unified Messaging recommended e manual update you or the subscriber must update the database manually after you install Desktop Messaging We recommend the automatic update option It provides the optimal configuration for message storage 1s compatible with
11. From the Mail amp Newsgroups category select Addressing From Pinpoint Addressing select both Address Books and Directory Server From the Mail amp Newsgroups category select Messages From the By default forward messages list box select As Attachment From Send messages that use 8 bit characters select Using the quoted printable MIME encoding From the Mail amp Newsgroups category select Copies and Folders Make sure all the check boxes are clear From the Mail amp Newsgroups category select Formatting From Message formatting select Use the plain text editor to compose messages From the Mail amp Newsgroups category select Return Receipts From If I request a receipt when sending a message I want select A delivery receipt from the receiving server DSN From When a receipt arrives select Leave it in my Inbox Click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 42 Chapter 3 Installing and configuring Unified Messaging Configuring an LDAP directory service for Netscape Messenger Start Netscape Messenger 2 Onthe Communicator menu select Address Book The Address Book screen appears 3 On the File menu select New Directory The Directory Server Property screen appears 4 In the Description box type a descriptive name for the subscriber s CallPilot directory service In the LDAP server box type the FQDN of the Business Communications Manager system I
12. Microsoft Outlook Express or Outlook use the following procedures Depending on the internet client you use the options you see can be slightly different Configuring an IMAP account on Outlook or Outlook Express 1 2 Start Outlook On the Tools menu e if you use Outlook 98 select Accounts e if you use Outlook 2000 select Services e if you use Outlook 2002 select E Mail Accounts The Internet Accounts screen appears Click Add and then click the Mail option The Internet Connection Wizard starts up In the Display name box type your name Click the Next button The Internet Connection Wizard Internet E mail Address screen appears P0606020 02 10 11 12 13 14 15 16 17 18 19 Chapter 3 Installing and configuring Unified Messaging 37 In the E mail address box type the subscriber s CallPilot mail address in the form 14165556003 voiceuser callpilot com N ONS SMTP VPIM prefix mailbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix If you use Message Networking include this prefix e 6003 is the CallPilot mailbox number e voiceuser callpilot com is the FQDN of the Business Communications Manager system If your network does not use DNS enter lt hostname gt localdomain as the FQDN where the hostname 1s that of the Business Communications Manager system Click the Next button The E Mail Server Names screen appears From the list box choose IMAP as the
13. button The Directory Services Order screen appears If necessary use the Move Up or Move Down buttons to position the CallPilot LDAP directory in the search order Click the OK button The Internet Accounts screen appears Click the Close button P0606020 02 Chapter 3 Installing and configuring Unified Messaging 39 Configuring special settings for Outlook Express or Outlook in Internet Mail mode 1 Select the settings for the type of Outlook the subscriber uses e If the subscriber uses Outlook Express a On the Tools menu click Options The Options screen appears Click the Send tab From Mail sending format select Plain Text Click the Plain Text Settings button The Plain Text Settings screen appears From Message format select MIME From the Encode text using list box select None Click the OK button Click the OK button e If the subscriber uses Outlook 98 a b c d On the Tools menu click Options Click the Mail Format tab From Send in this message format select Plain Text Click the OK button 2 Ifthe subscriber has addresses from the CallPilot LDAP directory in their Outlook Express or Outlook 98 personal address book e In the Address Book right click the recipient s name e Select Properties and then select the Name tab The Properties screen appears e Select the Send E Mail using plain text only check box e Click the OK button Testing the Outlook Express or Outlook in
14. customized database designs and does not require any manual updates to the database design Updating the database automatically To automatically update the Mail database select the Update Lotus Notes Databases option when you install Unified Messaging When the installation is complete Unified Messaging is ready to use and does not require any manual changes to the Mail database When you use this update method Lotus Notes stores CallPilot messages in a separate folder This configuration lets users easily prioritize CallPilot messages since they are not mixed with other e mail messages Updating the database manually You should update the database design manually only if e the subscriber wants CallPilot messages stored in the same Inbox as their Lotus Notes e mail messages e the subscriber s database design has not been customized and the subscriber does not intend to customize the database design in the future e you are familiar with modifying Lotus Notes database design To perform a manual update you must replace the current database design using a CallPilot template Replacement of the database design removes any customization in the current database design To update the Mail database design manually Start Lotus Notes 2 On the Help menu select About Notes Desktop Make a note of the version of Lotus Notes 3 Click the Mail database The Mail database has the subscriber s name and the envelope icon P0606020 0
15. have the right to impersonate a client after authentication Refer to the online Microsoft Knowledge Base article Q821546 for more information Have this information available the fully qualified domain name FQDN of the Business Communications Manager system or the IP address if you do not have a DNS the SMTP VPIM prefix of the Business Communications Manager If you use Message Networking include this prefix the subscriber s mailbox number Note If the subscriber uses Novell GroupWise they must have Windows Messaging 4 0 gt installed on their computer This is normally the case when Windows 1s installed on a computer However if Windows Messaging 4 0 is not installed the GroupWise installation gives you these options e Install the complete Windows Messaging system e Leave Windows Messaging as is Install the Complete Windows Messaging system even if Windows Messaging 1s already installed This ensures that the GroupWise option 1s available during Unified Messaging installation CallPilot Unified Messaging Installation and Maintenance Guide 16 Chapter 3 Installing and configuring Unified Messaging Fax requirements If subscribers intend to send and receive faxes on their computer they must have Imaging for Windows installed To check whether Imaging for Windows Is installed 1 Click the Windows Start button point to Programs point to Accessories and click Imaging The Imaging for Windows win
16. incoming mail server type In the Incoming mail server box type your FQDN In the Outgoing mail server box type your FQDN Click the Next button The Internet Mail Logon screen appears with the subscriber s IMAP account name displayed In the Password box type the subscriber s CallPilot mailbox password Do not select the Log on using Secure Password Authentication SPA check box Click the Next button The Internet Connection Wizard Internet Mail Logon screen appears In the Account name box type the subscriber s SMTP VPIM prefix and mailbox number In the Password box type the subscriber s mailbox password Click the Next button The Internet Connection Wizard Congratulations screen appears Click the Finish button and close the Internet Accounts screen A message appears that asks if you want to download folders from the mail server you added Select the Yes button to download the folder list for the IMAP account that you just created or select the No button if you do not want to download the folder list at this time Tip To make changes to your new IMAP account select the account name and click Properties to display the Properties page Click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 38 Chapter 3 Installing and configuring Unified Messaging Configuring an LDAP directory service for Outlook Express or Outlook Depending on the internet client you use the options you see c
17. pour system administrator If this occurs make sure that e you have enabled enough desktop messaging keycodes If there are not enough keycodes enabled the subscriber will be able to login to the mailbox via the telephone interface but not the desktop e there are enough mailbox keycodes enabled to support the number of mailboxes that are initialized in the system If you have used all the mailboxes available on your system the subscriber will not be able to log on to their mailbox from the telephone or desktop CallPilot Logon Failure The subscriber sees a message that their computer 1s not connected to the network Microsoft Outlook CallPilot Logon Failure Tour computer does not appear to be connected to the network Would you like to retry the connection or work offline 74167 640 041 33505 17775 Copyrightes Microsoft Corporation 1995 2001 All rights reserved This program is protected by US and intemational copyright laws as described in Help About Tell the subscriber to contact their network administrator CallPilot Unified Messaging Installation and Maintenance Guide 54 Chapter 4 Troubleshooting Troubleshooting Outlook 2002 problems These are issues with how Unified Messaging works with Outlook 200 These issues should be resolved with a future Outlook service release patch from Microsoft Sending messages When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot wi
18. they can change to another client after Unified Messaging 1s installed To define Outlook as the default mail client 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Internet Options icon The Internet Properties dialog box appears Click the Programs tab From the E mail list box select Microsoft Outlook Click the OK button Image Viewer is not installed Subscribers need Imaging for Windows to view and compose faxes During installation CallPilot checks for Imaging for Windows If it 1s not installed you can install it later To install Imaging for Windows 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears Click the Windows Setup tab 3 4 Double click Accessories 5 In the list make sure that Imaging is selected 6 Click the OK button Note Imaging for Windows is not included on Windows XP If you are installing Unified Messaging on a Windows XP computer the subscriber can view fax files in the default XP fax viewer by double clicking the fax icon Subscribers are limited to creating one fax image at a time using the fax driver Imaging for Windows for Windows XP can be purchased from www eistream com P0606020 02 Chapter 4 Troubleshooting 51 No authorization to perfor
19. 2 Chapter 3 Installing and configuring Unified Messaging 35 On the File menu click Database and then click Replace Design The Replace Database Design dialog box appears Select Template Server The Template Server window appears Select Local and then click OK Select the Show advanced templates check box From the list box select the version of CallPilot Mail for the version of Lotus Notes that you use Click Replace A message appears that asks you to confirm your request to change the database view 10 Click Yes Removing password prompts By default Lotus Notes prompts for a Notes password when you access an application linked to Lotus Notes This means that when Unified Messaging for Lotus Notes 1s installed the subscriber must enter their Notes password twice when they start Lotus Notes and the first time they access the Unified Messaging folder during the Lotus Notes session If they want to remove the Lotus Notes password prompt for Unified Messaging give them this procedure To remove the Lotus Notes password prompt for Unified Messaging Lotus Notes 5 0 1 In Lotus Notes on the File menu click Tool s and click User ID The Enter Password dialog box appears Type your Notes password and then click the OK button The User ID dialog box appears Select the Don t prompt for a password from other Notes based programs option and then click the OK button Lotus Notes 6 0 1 2 3 In Lotus Notes
20. Internet Mail mode IMAP account Use your telephone to log on to your CallPilot mailbox Compose a test voice message and send it to the subscriber Have the subscriber check that the message appears in their Outlook or Outlook Express Inbox CallPilot Unified Messaging Installation and Maintenance Guide 40 Chapter 3 Installing and configuring Unified Messaging Configuring Netscape Messenger If the subscriber uses Netscape Messenger as their Internet Mail client use these procedures for configuration Notes If the subscriber uses Netscape with POP for email Netscape cannot be configured with IMAP at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their email Netscape cannot be configured to send mail to CallPilot since only one SMTP server can be configured You must set up a different Netscape subscriber profile You need Netscape Messenger 4 5 or later Netscape Messenger versions prior to 4 5 are incompatible with Unified Messaging Configuring an IMAP account on Netscape Messenger Start Netscape Messenger On the Edit menu select Preferences From the Mail amp Newsgroups category select Identity The Preferences screen appears In the Your name box type the subscriber s name In the Email address box enter the subscriber s email address in the form 14165556003 voiceuser callpilot com Le SMTP VPIM prefix mailbox number FQDN of Busin
21. MG reguilemeniS s ercreririreriiriti er arae ira 65 0419 6240 bee R EES 8 Windows operating systems 0 cc eee eee eee eee 8 Supported Integrated clients n nananana aa eee ees 8 Supported Internet mail clients 0 0 0 0 eee 8 Format Tor ee ARA 9 Related documents 0 ccc eee eee ete een eee eee 9 ee 5 or 86 84d POSES AA AA 9 Chapter 2 Configuring your system for Unified Messaging 11 Before you install Unified Messaging 0 000 cee ee eee 11 Unified Messaging and data network security 11 Configuring IMAP LDAP SMTP servers for Unified Messaging 12 O aaa oa aoa ede ee Se we eee a oe ee a PENA NAWA 12 Be ee E E ee ee AA AA 12 CHIE mamaga ace a E TA EI A E E E a HOANG PATONG se BAYAAN 12 Configuring environments without a DNS 0 00 ees 13 Configuring Unified Messaging with IP address only 13 Chapter 3 Installing and configuring Unified Messaging 000000eeee 15 Installation information 2 0 0 0 a 15 Pea UN 65 PEAK KB eee KPAG ABAKA O98 8S AGAD LKAA 16 Uninstalling an earlier version of Unified Messaging 16 If you are Installing Unified Messaging for Outlook and GroupWise 17 Installing Unified Messaging nhc okt hetagestdesicdebawadebhdwhsdetecaea 18 Setting the default email client 0 0 0 ee nee 27 Configuring mail delivery folders for Outlo
22. Part No PO606020 02 23 March 2004 CallPilot Unified Messaging Installation and Maintenance Guide NORTEL NETWORKS 2 CallPilot Unified Messaging Installation and Maintenance Guide Copyright 2004 Nortel Networks All rights reserved 2004 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners P0606020 02 Contents Chapter 1 Requirements for installing Unified Messaging 7 About CallPilot Unified Messaging 00 cc ee eee 7 Hardware reguiremeniS occis edad He eee ARKA T Piiri eri ERE OS EEL 7 Optional hardware 26 chee odes kb ba phase neh e oee ee eboetees ened os 7 O
23. This program is protected by copyright law and International treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and Will be prosecuted to the masimum extent possible under law Cancel 8 Click the Next button The Language screen appears NE7RTEL KIRTEL kks Language Please select a language for CallPilot The language you select must be installed on your computer Language English he Traditional Chinese 4 Back Cancel P0606020 02 Chapter 3 Installing and configuring Unified Messaging 21 9 From the Language list box select the language you want to use and click the Next button The Destination folder screen appears RTEL aati ORTEL keks Destination Folder Please select the location where CallPilot files should be Installed Destination Folder C Program Files ortel Browse Cancel 10 Click the Next button to accept the default directory or click the Browse button if you want to locate other destination folders and select the folder you want to install Unified Messaging in Nortel Networks recommends that you install Unified Messaging in the default folder The Email client screen appears E Mail client NORTEL E Mail Client NETWORKS Please select an e mail client to access pour CallPilot messages Tou may select more than one client Free Disk Space After Install ts based
24. age cannot be sent because part of the media cannot be converted or because the media is not supported at the recipient s system ensure you only send attachments that are TIFF F WAV VBK or text files e Ensure that the subscriber and the recipients can send and receive fax TIFF F messages Also ensure that all TIFF files are TIFF F files created using the Nortel Fax Printer Not all TIFF files are class F e Ask the subscriber to check that their mailbox is not full When they log on to Unified Messaging or the telephone if they receive a message that their mailbox is full they cannot send any messages until they delete some messages to create space in their mailbox The subscriber has problems with fax reception People do not receive faxes sent by the subscriber or the subscriber does not receive faxes sent to them e Verify that the subscriber has a mailbox Class of Service with fax capability e Make sure that the people the subscriber is sending faxes to can receive faxes For more information refer to the Unified Messaging Quick Reference Guide The subscriber has problems with receiving replies Recipients can see the subscriber s CallPilot messages and people receive the messages that the subscriber sends but the subscriber does not receive replies to their messages 1 On the Actions menu select CallPilot Configuration 2 Click Properties 3 Ensure that the SMTP VPIM prefix is specified correctly P0606020 02 C
25. allPilot server gt e Logon Information Type the subscriber s CallPilot mailbox number and password in the boxes CallPilot Unified Messaging Installation and Maintenance Guide 30 Chapter 3 Installing and configuring Unified Messaging e Do not select the Log on using Secure Password Authentication SPA check box e Server Information Enter the CallPilot fully qualified domain name FQDN for both the incoming and outgoing servers Click Next A message appears that confirms the changes Click Finish To configure access to the CallPilot Address Book 1 a FF O N O O N O In Outlook on the Tools menu click E mail Accounts The E mail Accounts wizard appears Select Add a new directory or address book and then click the Next button Select Internet Directory Service LDAP and then click the Next button In the Server Name box type the CallPilot FQDN Click the More Settings button A message appears that says that the account you created will not start until you restart Outlook Click the OK button Under the Search tab in the Search Base box type ou users ou callpilot Click the OK button Click the Next button A message appears that confirms the changes 10 Click the Finish button To configure text formatting Aa QQ N In Outlook on the Tools menu click Options Click the Mail Format tab In the Message Format section select Plain Text Click OK P0606020 02 Chapter 3 Installing and c
26. an be slightly different 10 11 12 13 14 15 16 17 Start Outlook On the Tools menu click Accounts The Internet Accounts screen appears Click the Directory Service tab Click the Add button and click Directory Service The Internet Connection Wizard starts In the Internet directory LDAP server box type the FQDN or IP address of the Business Communications Manager system Do not select the My LDAP server requires me to log on check box Click the Next button The Internet Connection Wizard Check E mail Addresses screen appears If the subscriber wants to check for addresses in the CallPilot LDAP directory when they address messages select Yes Click the Next button The Internet Connection Wizard Congratulations screen appears Click the Finish button The Internet Accounts screen appears Click the Properties button and then click the Advanced tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout If the subscriber expects to do directory searches that return more matches than the number shown increase the number in the Maximum number of matches to return box In the Search base box type the search base for the CallPilot directory The search base 1s ou users ou callpilot Click the OK button The Internet Accounts screen appears again If the subscriber wants to check for addresses in the CallPilot LDAP directory click the Set Order
27. ation or from the Notes server To replace the database design from the user s computer a Km Q N O O N O 10 11 Log on to Lotus Notes on the subscriber s workstation Make a note of the version of Lotus Notes Choose Help gt About Notes Desktop Select the mail database icon Choose File gt Database gt Replace Design The Replace Database Design dialog box appears Click Template Server The Template Server dialog box appears Select Local and then click OK Check the Show advanced templates box From the list select CallPilot Mail R5 0 or 6 0 depending on the version of Lotus Notes Make sure that e Inherit future design changes is selected e Hide formulas and LotusScript is NOT selected Click Replace A message appears that asks you to confirm that you want to change the database s view Click Yes To replace the database design Notes server 1 2 3 4 Install Unified Messaging on the Lotus Notes server computer Start Lotus Notes Choose File gt Database gt Open Select the mail database icon P0606020 02 Chapter 4 Troubleshooting 67 5 Choose File gt Database gt Replace design The Replace Database Design dialog box appears 6 Select the Show advanced templates check box Select CallPilot Mail R4 5 CallPilot Mail R4 6 or CallPilot Mail R5 0 as required Make sure that e Inherit future design changes is selected e Hide formulas and LotusScript is not sel
28. ched Please consult with your Administrator for assistance O1 Legislative policy restricts the delivery of messages at this time Consult with your Administrator on the best time to send the message O1 NO The recipient s could not be reached Please consult with your Administrator for assistance CO NO Invalid mailbox number password CO D User does not have desktop capability Please contact your administrator 95 Invalid mailbox number password Please contact your administrator CO N Ci D D gt D D KR A gt gt ah O Co N O Ci gt oO N O Invalid mailbox number password Maximum number of invalid login attempts occurred Please contact your administrator 5 mai mao munbrpasawor Pease ceat your arina Invalid mailbox number password Maximum number of invalid login attempts in this session occurred Please restart your login session 100 Invalid login Cannot access system resources Try again later 101 Too many login failures 102 Too many authentication failures 105 Autologout your session has been idle for too long You are no longer connected to the server Please login again to send and receive new messages 107 Mailbox error 108 Your mailbox is almost full 110 Your password has expired Please change your password maa maa maa The temporary password assigned to you by the administrator must be changed Please change your password P0606020 02 Chap
29. count Wizard Incoming E Mail Server screen appears Check that the Incoming Server box contains the FQDN of the Business Communications Manager system From Please choose whether the server for your incoming mail uses POP or IMAP select IMAP and click the Next button The New Account Wizard IMAP Location Prefix screen appears Click the Next button without entering a location prefix The New Account Wizard Outgoing E Mail Server screen appears Check that the Outgoing Server box contains the FQDN or IP address of the Business Communications Manager system and then click the Next button Click the Finish button On the menu bar on the Tools menu click Options From the Category heading click the Attachments icon The Options screen appears From Encoding method select MIME From the Category heading click the Styled Text icon From the When sending mail with styled text HTML select Send plain text only Click the OK button You return to the main screen CallPilot Unified Messaging Installation and Maintenance Guide 48 Chapter 3 Installing and configuring Unified Messaging Configuring an LDAP directory service for Eudora Pro Bb WO N 10 11 Start Eudora Pro On the Tools menu click Directory Services From the Protocols box select LDAP Click the New Database button The Modify Database screen appears Click the Network tab In the first box type a descriptive name for the CallPilot directory ser
30. criber s Desktop Inbox Messages are downloaded from the Business Communications Manager system with the same frequency as email messages this applies only to Lotus Notes subscribers 1 To adjust the frequency on the File menu select Tools 2 Click User Preferences and click Mail 3 Change the Check for mail every __ minutes setting 4 If you want to check for mail immediately on the Actions menu select Refresh CallPilot Message List A reply to a message sent from Eudora is rejected on an AMIS network A reply to a message cannot be sent over an AMIS network This is caused by autotext placed at the start of the message 1 Open the Eudora ini file using a text editor such as Notepad 2 Under the Settings statement add these lines ReplyAll Attribution ReplyAttribution 3 On the File menu click Save to save the settings Unified Messaging does not work properly for subscribers who use ICQ Express with Outlook Unified Messaging is incompatible with the ICQ Express add on for Microsoft Outlook Advise the subscriber to remove the ICQ Express add on Removing this add on does not affect the operability of ICQ it only removes the ICQ content from Outlook To remove the ICQ Express add on 1 Start Microsoft Outlook On the Tools menu select Options Click the Other tab and select Advanced Options Click the COM Add Ins button Select ICQ Express and click the Remove button Unified Messaging and ICQ will now both o
31. d Please try sending the message again later The recipient did not receive the message because the recipient did not instruct the service to play the message by pressing the appropriate telephone key NO D NO Ci The mailbox exists but is not accepting messages at this time because it may be temporarily disabled Please try sending this message again later NO O The recipient s mailbox is full Please try sending this message again later The message length exceeds the administrative limit for the sender s mailbox NO Co The address is a mailing list and could not be expanded NI CO N _ mb a N CO N O Q Co The message was not delivered because a system problem occurred The system storage has been exceeded Please try sending this message again later oo The recipient s system is not accepting messages Please try sending this message again later 00 NO Some features in the message are not supported For example you may not be able to send a message with this media Q9 oo Recipients are not able to receive messages with a private tag Please try sending the message again without the private tag 09 O Q Ci The system does not allow messages that are this large NOTE The maximum message length is 30 minutes Q O A problem occurred in the network Please try sending the message again later Q N An outgoing connection could not be made
32. dow appears If Imaging for Windows is not installed refer to your Windows documentation for how to install it Note Imaging for Windows is not included on Windows XP If you are installing Unified Messaging on a Windows XP computer the subscriber can view fax files in the default XP fax viewer by double clicking the fax icon Subscribers are limited to creating one fax image at a time using the fax driver Imaging for Windows for Windows XP can be purchased from www eistream com Uninstalling an earlier version of Unified Messaging If the subscriber has Unified Messaging 1 06 or earlier on their computer uninstall it before you do the installation procedure If the subscriber has version 1 07 you do not need to uninstall it To uninstall Unified Messaging 1 06 or earlier 1 Quit any open applications including the CallPilot installation program If you use Microsoft Outlook it can take an additional minute or two for the mail services to shut down Click the Windows Start button point to Programs point to Nortel Networks CallPilot Unified Messaging and click Uninstall CallPilot Unified Messaging for the specific email client The Uninstall window appears Click the Uninstall NOW button If a message appears that asks if you want to delete any files beginning with the letters nb nm or ns click the Yes button If you are uninstalling Unified Messaging for Lotus Notes you must enter your Lotus Notes password before t
33. ected 9 Click Replace Repeat steps 3 through 9 for each database that you must update 10 Press F9 to refresh the window and display the names CallPilot Unified Messaging Installation and Maintenance Guide 68 Chapter 4 Troubleshooting Accessing Unified Messaging online Help Unified Messaging for Microsoft Outlook Novell GroupWise and Lotus Notes provides stan dard Help Note To access Internet Mail client Help on the Messaging Administration menu click Internet Mail Client Administration Internet Mail client Help contains Help for the CallPilot interface Use the manufacturer s online Help for questions about your Internet Mail client To access online Help From Microsoft Outlook e From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Novell GroupWise e From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Lotus Notes e From your Inbox on the Actions menu select CallPilot Help Topics P0606020 02 Chapter 4 Troubleshooting 69 Using Unified Messaging Support Tools Resetting the CallPilot message store for Microsoft Outlook This feature is available only for subscribers who use Microsoft Outlook Resetting the CallPilot message store removes invalid or corrupt messages from the inbox Lotus Notes and GroupWise clients can reset their mailboxes by choosing the Refresh CallPilot Message List option For Microsoft Outlook 98 and 2000 Press Ctrl
34. ed Writes logs to the display window Deletes the log file from the directory you defined for it A message appears that asks you to confirm the deletion A Save As dialog box appears that you can use to save the trace to a text file The default file name is CPTrace txt This file is stored in a temporary directory Always on top Check this box to keep the CPTrace tool on top of other windows CallPilot Unified Messaging Installation and Maintenance Guide 72 Chapter 4 Troubleshooting P0606020 02 Index A Access to Business Communications Manager 14 Accessing Help 68 B Business Communications Manager voice format 9 C CallPilot 150 voice format 9 CallPilot Address Book setting up in Outlook Internet mail mode 30 setting up in Outlook Express 30 CallPilot Message Store 31 CLAN IP address 36 Configuring access to Business Communications Manager 14 environments withouta DNS 13 Eudora Pro 46 GroupWise 31 IMAP account on Outlook Express 36 Internet mail clients 36 IP address only 13 LDAP directory service for Outlook Express 38 Lotus Notes 34 Netscape Messenger 40 Outlook Express or Outlook Internet Mail mode 36 special settings for Outlook Express or Outlook Internet Mail mode 39 CPTrace 70 D Domain Name System DNS 59 configuring environments without a DNS 13 E Entering domain name IP address only 13 Error message Image Viewer is not installed 50 No authorization to p
35. elect this icon Select File gt Database gt Replace design a am O N In the Replace Database Design window select the Show advanced templates check box CallPilot Unified Messaging Installation and Maintenance Guide 56 Chapter 4 Troubleshooting 6 Make sure that e the Inherit future design changes check box is selected e Hide formulas and LotusScript is not selected Select CallPilot Mail R5 0 or R6 0 depending on which version of Lotus Notes you use Click Replace Press F9 to refresh the window and display the names No entries in CallPilot Personal Name and Address Book While in the Personal Name and Address Book window the subscriber selects People CallPilot and does not see any entries in the CallPilot Address Book Ask the subscriber to download the CallPilot Address Book manually and update the Personal Address Book template To manually download the CallPilot Address Book 1 Make sure that Address Book People CallPilot window is the active window 2 On the Actions menu select Download CallPilot Address Book The dynamic link library nNOTES dIl could not be found in the specified path 1 On your desktop right click the Lotus Notes icon select Properties and then click the Shortcut tab Examine the properties of your Lotus Notes shortcut Verify the path in the Start in box Note Usually when Lotus Notes creates a shortcut it puts a working directory in this box 4 Add or update the path
36. emove Programs Properties dialog box appears In the list select CallPilot Unified Messaging for Novell GroupWise Click the OK button Configuring GroupWise for Unified Messaging 1 Start GroupWise 2 On the Tools menu click CallPilot point to CallPilot Configuration and click CallPilot Configuration Menu The CallPilot Unified Messaging dialog box appears 3 In the Server box enter the Business Communications Manager system name or IP Address CallPilot Unified Messaging Installation and Maintenance Guide 32 Chapter 3 Installing and configuring Unified Messaging 10 11 12 13 14 15 16 17 18 19 In the SMTP VPIM prefix box enter the SMTP VPIM prefix of the subscriber s address If the Network Messaging option is not enabled leave this box blank If Network Messaging is installed enter the value in CallPilot Manager in the Digital Networking Properties page in the Local Prefix box In the Mailbox box enter the subscriber s mailbox number At Check for new messages Automatically Manually if the subscriber uses ISDN or dialup select Manually This option saves on toll charges by not continuously checking for new messages on the Business Communications Manager system Select Include original message header when forwarding or replying This adds header information to each forward or reply so that Unified Messaging messages are consistent with other email messages Subscribers can disable this feature
37. er your user name and password and click the OK button The Installation complete screen appears Installation Complete NG RTEL CallPilot Desktop Messaging has been successfull installed NETWORKS Press the Finish button to exit this installation 26 Click the Finish button The Setup Complete screen appears Setup Complete Ef aa i Click Finish to complete Setup 27 Click the Finish button P0606020 02 Chapter 3 Installing and configuring Unified Messaging 27 Setting the default email client After you install Unified Messaging you must set the default email client To set the default email client 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Internet Options icon The Internet Properties window appears Click the Programs tab In the E mail list box make sure the client that is displayed is the e mail client you are using If another email client is displayed select the correct email client from the E mail list box click the Apply button and click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 28 Chapter 3 Installing and configuring Unified Messaging Configuring mail delivery folders for Outlook Microsoft Outlook 1s automatically configured when you install Unified Messaging By default CallPilot messages are stored in a separate message store from the Outlook Inbox Nortel
38. erform this operation 51 Error messages 63 Estimated installation time Unified Messaging 15 Eudora Pro 8 configuring 46 configuring IMAP account 46 configuring LDAP directory service 48 testing IMAP account 48 73 F Format voice 9 Fully Qualified Domain Name FQDN 52 G G711 9 G723 1 9 Groupware definition 8 GroupWise 8 CallPilot Message Store 31 configuring 31 H Help accessing 68 ICQ 62 Imaging for Windows 50 IMAP configuration 40 configuration settings 12 server 12 server name 37 testing Outlook Express or Outlook Internet Mail mode IMAP account 39 IMAP clients error messages 63 IMAP clients definition 8 Installation requirements 15 Installing Imaging for Windows 50 Unified Messaging estimated installation time 15 Installing Unified Messaging 18 Integrated clients 8 definition 8 Lotus Notes 8 Novell GroupWise 8 Outlook 2000 8 Outlook 2002 8 Outlook 98 8 Internet mail configuring clients 36 configuring Outlook Express or Outlook Internet Mail mode 36 configuring special settings for Outlook Express or Outlook Internet Mail mode 39 CallPilot Unified Messaging Installation and Maintenance Guide 74 Index testing Outlook Express or Outlook Internet Mail mode IMAP account 39 Internet Mail clients error messages 63 Internet mail clients 8 definition 8 Eudora Pro 8 Netscape Messenger 8 Outlook 2002 8 Outlook 98 8 Outlook Express 8 Outlook XP 8 Internet Mes
39. ess Communications Manager e 1416555 is the SMTP VPIM prefix e 6003 is your CallPilot mailbox number e voiceuser callpilot com is the FQDN of the Business Communications Manager system If your network does not use DNS then use lt hostname gt localdomain as the FQDN where hostname 1s that of the Business Communications Manager system From the Mail amp Newsgroups category select Mail Servers The Preferences screen appears Click the Add button The Mail Servers Properties screen appears with the General tab displayed In the Server Name box type the FQDN of the Business Communications Manager system P0606020 02 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Chapter 3 Installing and configuring Unified Messaging 41 In the User Name box type the part of the subscriber s CallPilot mail address that comes before the sign In the Check for mail every ___ minutes box type how frequently you want Netscape Messenger to check for new messages Select the IMAP tab From When I delete a message select Mark it as deleted Select the Clean up Expunge Inbox on exit check box Click the OK button You return to the Mail Servers screen In the Outgoing mail SMTP server box type the FQDN or IP address of the Business Communications Manager system In the Outgoing mail server user name box type the FQDN or IP address of the Business Communications Manager system
40. ess Communications Manager IMAP lets subscribers check for messages from any location with an Internet connection IMAP also lets subscribers access messages from multiple locations IMAP is a method of accessing electronic mail or bulletin board messages that are kept on a shared mail server IMAP lets a client email program access remote message stores as if they were local For example email stored on an IMAP server can be accessed from a computer at home a workstation at the office and a notebook computer while traveling without the need to transfer messages or files between these computers LDAP Lightweight Directory Access Protocol LDAP is a set of protocols for accessing information directories LDAP supports TCP IP which is necessary for any type of Internet access LDAP lets a client search for and use information entries on a directory server such as the Business Communications Manager For example a typical entry in the CallPilot directory contains attributes of a subscriber such as name telephone number and CallPilot mail address Internet clients can use LDAP to query address book information from the CallPilot directory perform address resolution or search for specific subscribers if this functionality is implemented by the Internet client SMTP Simple Mail Transfer Protocol SMTP is a protocol for sending email messages between servers Most email systems that send mail over the Internet use SMTP to send messages fro
41. essaging with IP address only If you do not use DNS to resolve domain names configure the Business Communications Manager system and client computers to use an IP address only Ensure Business Communications Manager is not configured to use DNS 2 Ensure that Business Communications Manager is configured with a host name If it is not enter the host name on the Business Communications Manager system 3 Configure computers running Unified Messaging with the IP address of the Business Communications Manager system To check that Business Communications Manager is not configured to use DNS Start Unified Manager From the Services menu choose DNS Ensure that the Primary amp Sec Server IP Addr field is empty If it is not delete any entries and press the Enter button to save your changes To check that a Host Name is entered on the Business Communications Manager system Start Unified Manager Choose System from the list box In the System Name box check that a system name is entered If one is not entered enter one now A system name can be any name for example myCompany 4 Press the Enter button to save your new system name CallPilot Unified Messaging Installation and Maintenance Guide 14 Chapter 2 Configuring your system for Unified Messaging To configure access to the Business Communications Manager system on a subscriber computer On each subscriber computer 1 Start Unified Messaging for the first time on the cl
42. ew Account Wizard Account Settings screen appears Note If you have another IMAP account for your CallPilot mailbox you can import the settings This configuration assumes that the Eudora IMAP account is a new configuration From Would you like to select Create a brand new email account Click the Next button The New Account Wizard Personal Information screen appears In the Your Name box type the subscriber s name Click the Next button The New Account Wizard E Mail Address screen appears In the E Mail Address box type the subscriber s CallPilot mail address Enter the subscriber s email address in the form 14165556003 voiceuser callpilot com SMTP VPIM prefix allbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix 6003 is the subscriber s CallPilot mailbox number e voiceuser callpilot com is the FQDN of the Business Communications Manager system If your network does not use DNS use lt hostname gt localdomain as the FQDN where hostname is that of the Business Communications Manager system Click the Next button The New Account Wizard Logon Name screen appears P0606020 02 9 10 11 12 13 14 15 16 17 18 19 20 Chapter 3 Installing and configuring Unified Messaging 47 Check that the Logon Name box contains the part of the subscriber s CallPilot mail address that comes after the sign and click the Next button The New Ac
43. g Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 CallPilot Unified Messaging Installation and Maintenance Guide 10 Chapter 1 Requirements for installing Unified Messaging EMEA Europe Middle East Africa Technical Support Telephone Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com P0606020 02 11 Chapter 2 Configuring your system for Unified Messaging Before you install Unified Messaging Before using Unified Messaging e In Unified Manager enable the Unified Messaging software authorization code and optionally the Fax keycode For information on enabling software authorization codes refer to the CallPilot Manager Set Up and Operation Guide e In CallPilot Manager ensure that the number of maximum outcalling channels is enough to accommodate the expected CallPilot telephone player usage This value governs the number of simultaneous channels used for ou
44. g Indicator is active but there is no new message 62 A reply to a message sent from Eudora is rejected on an AMIS network 62 Unified Messaging does not work properly for subscribers who use ICQ Express with EIN i264 53 ho 4 oOo PEP PRO GA AA PAT 62 In sent messages digits or symbols appear instead of language specific symbols 62 Internet Mail client error messages 0000 ccc ees 63 Replacing the mail database in Lotus Notes 2 0 0 0 cee ees 66 Accessing Unified Messaging online Help 0 0 00 cee ees 68 TO access online PAA AA 68 Using Unified Messaging Support Tools 0 aaa 69 Resetting the CallPilot message store for Microsoft Outlook 69 GP TOCE a ee ee ee ee PAA 70 LONO I NAG serrer TROIS RA KABI hee ene ees STARTE FRS OHSS EHS 70 CP Trace settings cues n nannaa KG KARLA BR BABPLGAFIBLEKIKS BIB PARA 71 Jill JA ee ee ee ee E ee ee ee ee eee eae E ee 73 CallPilot Unified Messaging Installation and Maintenance Guide 6 Contents P0606020 02 Chapter 1 Requirements for installing Unified Messaging About CallPilot Unified Messaging CallPilot Unified Messaging is a multimedia messaging application Unified Messaging works with email clients to provide a single graphical interface for email messages and CallPilot voice fax and text and messages This guide tells a System Administrator how to install configure and troubleshoot CallPilot on a Business Communicat
45. gs required to connect to your system You can use Unified Messaging with these IMAP Internet clients Microsoft Outlook Express 5 0 5 5 and 6 0 Microsoft Outlook 98 2000 and Outlook 2002 XP in Internet mail mode Netscape Messenger 6 2x Qualcomm Eudora Pro Comm Center 5 0 x P0606020 02 Chapter 1 Requirements for installing Unified Messaging 9 Format for voice messages Business Communications Manager uses the G711 format to record and store voice messages CallPilot 150 uses G723 1 Since the Unified Messaging player records and plays messages in WAV format Business Communications Manager or CallPilot messages must be converted to WAV before playing and composed messages must be converted to G711 or G723 1 to be stored on Business Communications Manager or CallPilot 150 This decoding and encoding is done on the desktop client Related documents For information about how subscribers use CallPilot refer to the e CallPilot Unified Messaging Quick Reference Guide e CallPilot Unified Messaging online Help and online guides e CallPilot Reference Guide For information about setting up CallPilot and CallPilot Message Networking refer to the e Call Pilot Message Networking Set Up and Operation Guide e CallPilot Manager Set Up and Operation Guide How to get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routin
46. hapter 4 Troubleshooting 61 Deleted messages remain in the subscriber s mailbox When a subscriber deletes messages using Unified Messaging the messages are still in the subscriber s mailbox when they access the mailbox using the telephone If the messages that they delete on the desktop are still in a Deleted Items Folder in the CallPilot Message Store the messages remain in the subscriber s CallPilot mailbox The subscriber still has these messages when they access them from the telephone To remove the messages from both mailboxes the subscriber must permanently delete them from the Deleted Items folder The subscriber cannot delete messages The subscriber cannot delete their messages When the subscriber tries to delete the messages permanently the messages remain If the subscriber is using Unified Messaging to delete these messages and they are also logged on to their mailbox from their telephone they cannot delete messages using Unified Messaging Ask the subscriber to end the telephone mailbox session and then try to delete the messages from Unified Messaging Messages no longer on server The subscriber receives the error message This message could not be found on the server Messages must exist on the server in order to be played via the telephone Use computer to play this file Port failed Voice messages that are saved to the subscriber s computer are no longer in their CallPilot Inbox The subscriber can
47. he message correctly Refer the subscriber to Address Formats in their online Help Ensure the subscriber has the capability to send messages to fax AMIS and digital networking subscribers Security concerns can restrict subscribers from composing messages to these types of subscribers For fax addresses ensure that you can dial the number the subscriber is specifying from the subscriber s phone set Set based restrictions can preventing the call from completing The subscriber cannot send a CallPilot message The subscriber cannot send a CallPilot message When the subscriber clicks Send an error message appears that says Error Failed to send message Ask the subscriber to check that their mailbox 1s not full If their mailbox 1s full they cannot send messages until some messages are deleted Ask the subscriber to check the format of the message address If the FQDN after the symbol does not match the FQDN of the Business Communications Manager system configured to this mailbox the message is rejected P0606020 02 Chapter 4 Troubleshooting 59 e Ask the subscriber to verify that no attachment is empty An empty attachment causes the entire message to be rejected Delete the empty attachment and try sending the message again Verify that you can ping the Business Communications Manager system 1 At the DOS prompt type ping Business Communications Manager FQDN gt 2 If the response is request timed out t
48. he uninstall process continues P0606020 02 Chapter 3 Installing and configuring Unified Messaging 17 If you are Installing Unified Messaging for Outlook and GroupWise If you want to install Unified Messaging for both Microsoft Outlook and Novell GroupWise on the same computer you must install each client separately 1 The first time you install Unified Messaging select the Outlook email client only and when you reach the Additional Options screen make sure you select the Update default mail profile option 2 Install Unified Messaging a second time and this time select the Novell GroupWise email client only When you reach the Additional Options screen make sure you select the Update default mail profile option CallPilot Unified Messaging Installation and Maintenance Guide 18 Chapter 3 Installing and configuring Unified Messaging Installing Unified Messaging You install Unified Messaging from the Business Communications Manager Unified Manager To install Unified Messaging 1 On the subscriber s computer close any open Windows applications 2 Point the web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager The Business Communications Manager Unified Manager screen appears Business Communications Manager Unified Manager System Admirustration amp Management Premstalled Client Access Home Page Setup and Management Wizards Docu
49. hen type ping Business Communications Manager IP address gt Note If there is a reply then the Business Communications Manager system FQDN has not been properly configured to your Domain Name System DNS Contact your DNS administrator for assistance 3 If there is no reply verify that the Business Communications Manager system can be reached on your LAN Contact your IS administrator for help 4 Verify that the Business Communications Manager system is up and running Non delivery notification The subscriber receives non delivery notifications for messages 1 Ask the subscriber to verify that they have a valid attachment type Ask the subscriber to make sure that their mailbox 1s not full Ask the subscriber to make sure that they are addressing the message correctly See Address Formats in the online Help 4 Ask the subscriber to ensure that they are attaching only TIFF F VBK WAV or TXT files to your messages Unified Messaging does not accept any other file types 5 If the subscriber is sending to a remote location ask the subscriber to verify that the address is valid and still exists For fax machines ensure that the fax number 1s valid and the machine is accepting faxes Ensure that the subscriber has the capability to dial the number Refer to the CallPilot Manager Set Up and Operation Guide 8 Verify that the remote server is responding by issuing a network command on the Business Communications Manager
50. ic Form Retu Public shared NU sfear Other Users i Compose fe Allow server to override these namespaces Offline Advance Cancel Help OF Cancel Help Click the Advanced tab Make sure the Server supports folders that contain sub folders and messages check box is clear Click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 44 Chapter 3 Installing and configuring Unified Messaging To configure Netscape Messenger 6 2x 1 On the Edit menu click Preferences The Mail amp Newsgroups account settings dialog box appears tanabj r6 ca nortel com Netscape 6 ae ae File Edit Yiew Search Go Message Tasks Help GH 28 3a z QO Gel Msg New Msg Reply Reply All Forwar d Next Delete Print Stop Name Mail amp Newsgroups Account Settings z xj Tu j r6 c E INBOX Server Settings D Local Folders When sending messages automatically Addressing Offline amp Disk Space Z Place a copy in Local Folders sent Folder on Local Folders i Outgoing Server SMTP O Other Glick here to select a Folder x Bce lt 2227 tanabj r6 ca nortel com gt C Bcc another address Drafts and Templates Keep message drafts in Drafts Folder on O Other Keep message templates in Templates Folder on Loca other Click here to select a folder C Show confirma
51. ick Next In the e mail account list choose CallPilot Desktop Messaging and then click Change The Desktop Messaging options dialog box appears Make changes to Unified Messaging settings as required and then click the OK button Click Finish to exit the E mail Accounts wizard Using Outlook 2002 as an Internet mail client In Outlook 2002 Corporate mode and Internet Mail do not exist Instead the subscriber can manage all Exchange server IMAP and POP server and Web based e mail accounts from the same interface This section describes how to configure Outlook 2002 as an Internet mail client that works with Unified Messaging for Internet Mail clients If the subscriber uses Unified Messaging with an Exchange server you should install Unified Messaging for Outlook on their computer The Unified Messaging installation program automatically configures Outlook with the required settings To define the CallPilot mailbox settings 1 In Outlook on the Tools menu click E mail Accounts The E mail Accounts wizard appears Select Add a new e mail account and then click Next The E mail Servers page appears Select IMAP and then click Next The Internet E mail Settings IMAP page appears Specify the settings for the subscriber s CallPilot mailbox e User Information Type the subscriber s name and CallPilot address in the boxes Enter the address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local C
52. ied Messaging clients supported on Business ps Communications Manager is 200 You must have at least 512 MB RAM CallPilot Unified Messaging Installation and Maintenance Guide 8 Chapter 1 Requirements for installing Unified Messaging Software requirements Windows operating systems You can use Unified Messaging with Windows 98 SE Windows 2000 Professional Windows XP Win NT 4 0 SP6a Supported Integrated clients Integrated clients also called groupware is software designed for group collaboration Integrated clients run with a corporate email server Unified Messaging for integrated clients provides access to commands and Unified Messaging Help directly from the client During installation Unified Messaging customizes integrated clients to make messaging tasks simpler and more efficient Most or all configuration can also be performed automatically during Unified Messaging installation You can use Unified Messaging with one or more of these clients Microsoft Outlook 2000 with Outlook SP 1 Microsoft Outlook 98 in corporate mode Microsoft Outlook 2002 XP Microsoft Outlook 2003 and Outlook 2003 Internet Mail Mode Novell GroupWise 6 x Lotus Notes 5 0 6 0 Supported Internet mail clients Internet mail clients also called IMAP clients are email clients that enable you to manage CallPilot messages from a folder in the email client using the IMAP protocol You must manually configure Internet mail clients with the settin
53. ient computer The Unified Messaging Logon page appears In the Server box type the IP address In the Password and Mailbox boxes enter the subscriber s password and mailbox numbers The email client opens P0606020 02 15 Chapter 3 Installing and configuring Unified Messaging It takes approximately 10 minutes to install Unified Messaging Depending on the subscribers expertise you can ask them to install CallPilot on their computer Installation information Before you install Unified Messaging on a subscriber s computer Make sure the subscriber s computer has the correct hardware and software requirements Refer to Hardware requirements on page 7 and Software requirements on page 8 If the subscriber has version 1 06 or earlier of Unified Messaging you must uninstall the earlier version before you do the installation procedure If the subscriber has version 1 07 you do not need to uninstall it Refer to Uninstalling an earlier version of Unified Messaging on page 16 Ensure that the microphones speakers and sound cards that are connected to the subscriber s computer are configured Refer to the manufacturer s documentation If the subscriber wants to send or receive faxes on their computer that they have Imaging for Windows installed Refer to Fax requirements on page 16 If the subscriber is going to install Unified Messaging and they want to install the Fax Printer Driver they must
54. if they wish to Note Business Communications Manager treats the attached text header of a voice message as a fax when accessed from the telephone Select the Remember password check box if the subscriber does not want to enter their password each time they log on Click the Address Book tab In the Path box enter the location of the local CallPilot address book From the Order list box select the order in which you want the names to be displayed in the address book Select the Remind me to download address book every __ day s if subscribers want to download addresses automatically from the system The default is every 20 days Subscribers can change the number of days if they want to If subscribers do not want to download the address book do not select this check box If you want to download the address book now click the Download now button Subscribers can click this button whenever they want to download the address book Click the Apply button Click the Audio tab Select the Choose audio device before each audio session check box if the subscriber does not use either the telephone or computer to listen to their messages on a regular basis Click the Download file before playing check box if the subscriber wants to download messages before they play them After the message downloads the subscriber can play the message additional times without delay and use GroupWise to forward it to another CallPilot subscriber From the
55. ions Manager system and on subscribers computers You can install CallPilot on subscribers computers or subscribers can perform some configuration and troubleshooting tasks under your guidance Hardware requirements The following list contains both the minimum and recommended hardware that Unified Messaging software needs for operation e IBM PC or compatible minimum Pentium 586 or faster system with 16 megabytes MB of RAM minimum 32 MB recommended e Monitor 16 color VGA 640 x 480 capability minimum 256 color SVGA 800 x 600 capability recommended e Disk drive space To install Unified Messaging subscribers need 110 MB of disk space After the installation is complete the temporary files are automatically deleted to recover 55 MB of disk space You or the subscriber must manually delete the CallPilotDesktopMessaging exe file to recover the additional 55 MB The exe file is located where you downloaded it to When it is installed Unified Messaging takes up takes up 15 MB of space on the subscriber s hard disk e CD ROM drive e Windows compatible mouse and keyboard e LAN connection to Business Communications Manager Subscribers can access their CallPilot messages over the LAN via ISDN ADSL dial up modem or ethernet Optional hardware e asound card and a set of speakers for playing messages on a computer e a microphone for recording messages on a computer Note The maximum number of Unif
56. lPilot Note In Lotus Notes 5 0 these views are accessible only from the View menu In Lotus Notes 5 0 subscribers must log on to CallPilot before they can download the address book In Lotus Notes 6 0 these views are accessible from the Contacts menu Subscribers cannot see CallPilot Unified Messaging When the subscriber logs on they do not see Unified Messaging Verify that the subscriber is in Folders and Views 2 If they do not see Unified Messaging and they are in Folders and Views ask the subscriber to uninstall the current version of CallPilot and then reinstall it When they reinstall tell them to make sure that when they reach the Ready to Install window they select the Update Lotus Notes databases check box Mail database design Replace the Mail database design only if you have not customized Lotus Notes If you replace the database design any customization 1s removed You require Manager or Designer level access to update the Mail database design Replacing the Mail database design The Lotus Notes administrator can replace the Mail database design from the Lotus Notes server To update the Mail database design 1 If you use Lotus Notes 5 0 copy the file cpmail50 ntf for Lotus Notes 5 0 into the notes data directory on the Lotus Notes server If you use Lotus Notes 6 0 run LNSERVER EXE to copy the cpmail60nltf file Use File gt Database gt Open to add the mail database icon that you are going to update S
57. m one server to another These messages can then be retrieved with an email client using IMAP SMTP 1s also generally used to send messages from a mail client to a mail server This is why you must specify both the IMAP server and the SMTP server when you configure your email application Since Voice Profile for Internet Mail VPIM Networking also uses SMTP you do much of the configuration for IMAP in the same places you set up VPIM Networking P0606020 02 Chapter 2 Configuring your system for Unified Messaging 13 Configuring environments without a DNS The Domain Name System DNS is an Internet service that translates domain names into IP addresses Because domain names are alphabetic they are easier for subscribers to remember The Internet is based on IP addresses Every time you use a domain name therefore a DNS must translate the name into the corresponding IP address For example the domain name www example com can translate to 198 105 232 4 If one DNS server does not know how to translate a particular domain name it asks another one and so on until the correct IP address is returned Unified Messaging uses Domain Name resolution which is provided by a DNS If your network does not have a DNS then you must configure Unified Messaging to use IP addresses For Internet Mail clients the format for addressing a message is lt SMTP VPIM prefix gt lt Mailbox number gt lt BCM HOST name gt localdomain Configuring Unified M
58. m this operation Subscribers must have Manager or Designer access control of the mail database to install Lotus Notes Unified Messaging The Lotus Notes administrator sets this control on the server for each subscriber The default is Manager access To determine the level of access control for a subscriber 1 From the subscriber s Lotus Notes Mail database click File click Database and click Access Control 2 Click the subscriber s name in the displayed list The subscriber s access control level appears in the Access box The choices are Manager Designer Editor Author Reader Depositor and No Access For a subscriber to install Unified Messaging Manager or Designer must be displayed 3 If neither Manager nor Designer is selected you must temporarily give the subscriber Manager or Designer access OT the Lotus Notes administrator must manually update the Mail database from the server for each subscriber who needs CallPilot access This update creates a new view CallPilot Unified Messaging in Lotus Notes To update a CallPilot subscriber Mail database from the server 1 Install CallPilot Unified Messaging on the Lotus Notes server computer by running Server setup exe Start Update database design To locate the Update database design program click Start point to Programs point to Nortel CallPilot Desktop and click Update database design 4 From Update CallPilot Mail databases select Add CallPilot comp
59. mentation Documentation Product Uvernew amp Tips BRU Backup Restore Utility Maintenance Product Maintenance and Support 3 Click the Install Clients button The Download Desktop Applications screen appears P0606020 02 Chapter 3 Installing and configuring Unified Messaging 19 4 In the left frame click the CallPilot Unified Messaging link NORTEL NETWORKS Call Center Applications Call Center Reporting Master Client Call Center Reporting Multiple Client Multimedia Call Center Voice Mail Applications Call Pilot Unified Messaging Desktop Applications Attendant Console Desktop Assistant Desktop Assistant Pro i2050 Software Phone Personal Call Manager Toolkits LAN CTE TAPI 2 1 Installation Unified Manager Java Class Library Unified Manager Java Class Library Netscape 4 7x on Sun Solaris 2 6 Developer Program Program Description Developer Categories Business Communications Manager Your Location BCM Download Client Applications Business Communications Manager Computer Telephony Integration Computer Telephony Integration CTD provides companies with the ability to turn a desktop computer into a powerful communications tool combining sight sound text animation video graphics and other sophisticated telecomunications functions CTI connects the intelligence of a personal computer with the power and flexibility of the Nortel Networks Business Com
60. munications Manager To increase employee productivity and customer satisfaction a number of applications are supplied here and downloadable to the Chent desktop by making the appropriate selection from the menu on the left Note Applications may be dependent on other components or software keys in order to be functional Each application page will identify the dependencies required in order to activate the appropriate functionality Download Umbted Messaging Click the Download Unified Messaging button The File Download dialog box appears Note For information about how much disk space Unified Messaging requires refer to Disk drive space on page 7 Select Run this program from its current location and click the OK button A security warning appears that asks you to confirm the installation CallPilot Unified Messaging Installation and Maintenance Guide 20 Chapter 3 Installing and configuring Unified Messaging 7 Click the Yes button Unified Messaging downloads to the subscriber s computer The setup program starts and the Welcome window appears NORTEL Welcome to the CallPilot Desktop NETWORKS Messaging Installation Wizard This wizard will guide you through the installation of CallPilot Desktop Messaging lk ig strongly recommended that you exit all Windows programs before running this Setup Program Click Cancel to stop the wizard and close any programs you have ruinririg To continue click Nest WARNING
61. n CallPilot Manager P0606020 02 Chapter 3 Installing and configuring Unified Messaging 23 15 Click the Next button The CallPilot Mailbox Number screen appears CallPilot Mailbox Number NORTEL CallPilot Mailbox Number NETWORKS Mailbox 758 81 49 lt Back Cancel 16 Enter the subscriber s mailbox number The mailbox number is usually their extension number 17 Click the Next button The LDAP Server settings screen appears LDAP Server Settings NORTEL LDAP Server Settings NETWORKS LOAF server name or TEP JIP address e Anonymous logon Address book search base Jou users ou callpilot lt Back Cancel 18 In the LDAP server or TCP IP address box verify that the LDAP Server name or IP Address is that of your system Do not change the address book search base information CallPilot Unified Messaging Installation and Maintenance Guide 24 Chapter 3 Installing and configuring Unified Messaging 19 Click the Next button The Ready to Install window appears Ready to Install Ready to Install ou are now ready to install CallPilot Desktop Messaging Press the Next button to begin installation or the Back button to reenter Information Additional Options 0 Install Fax Printer Driver f2 Update default mail profile Update Lotus Notes databases Cancel 20 If you want to install the fax printer driver select the Nortel Fax Printer Driver box This 21 driver lets you
62. n the Search Root box type the search base Use the search base ou suers ou callpilot 7 Click the OK button Testing the Netscape Messenger IMAP account 1 Use your telephone to log on to your CallPilot mailbox 2 Compose a test voice message and send it to the subscriber 3 Have the subscriber check that the message appears in Netscape Messenger P0606020 02 Chapter 3 Installing and configuring Unified Messaging 43 Configuring Netscape Messenger to store messages locally You must configure subscribers accounts to store messages locally rather than on the IMAP server To configure Netscape Messenger 4 7x 1 On the Preferences menu click Edit The Preferences dialog box appears In the left frame expand the Mail and Newsgroups heading Click the Mail Service heading In the right frame the Incoming Mail servers settings appear Select the first mail server listed identified as default and click the Edit button The Mail Server Properties dialog box appears x Preferences Category Hl Appearance o Sessu saryers for mall i Font ail Server Properties a Bae o AB 2 Color Navigate l Mail amp Ne alden IMAP server directory a Mail MW Show only subscribed folders General IMAP Advanced Addr Server supports folders that contain sub folders and messages z Wine These preferences specity the namespaces on your IMAP server J SRA Personal namespace
63. nd click the Open button CallPilotDesktopMessaging exe appears in the Open box e To CallPilotDesktopMessaging exe add a ld so that what appears in the Open box is now CallPilotDesktopMessaging exe a Id f Restart the Unified Messaging installation program If you are installing Unified Messaging on a Windows NT or a Windows 2000 system a message appears that prompts you to enter your user name and password 22 Click the Next button The installation progress bar appears and indicates that files are being copied ORTEL i NETWORKS Ba Current File Copying file C APROGBRA 71 Norte nmdesk hlp Time Remaining 0 minutes 2 seconds lt Back Hest gt Cancel 23 Click the Finish button to complete the installation If you chose to install the fax printer driver the Fax Printer Driver dialog box appears Fax Printer Driver E You must know the administrator logon name O and password for this computer to install the fax printer driver Continue fas printer driver installation CallPilot Unified Messaging Installation and Maintenance Guide 26 Chapter 3 Installing and configuring Unified Messaging 24 Click the Yes button to continue The Administrator Logon Information dialog box appears If you are already logged on with administrative privileges this dialog box does not appear and you can go to step 27 Administrator Logon Information E x User Name Password cence _ 25 Ent
64. ndow Outlook does not automatically send the message when the subscriber clicks the Send button To send the message the subscriber must click the Send Receive button on the Outlook toolbar We recommend subscribers install Outlook SP 1 from Microsoft which fixes this issue Accessing CallPilot support tools in Outlook 2002 This section describes how to use CallPilot support tools specific to Unified Messaging for Outlook 2002 To reset the CallPilot Message Store in Outlook 2002 s On the subscriber s computer press the Ctrl and Shift keys In Outlook on the Tools menu click Send Receive Accounts CallPilot Transport Continue to press the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box appears 4 Click Reset Mailbox To access the Outbox Fix utility in Outlook 2002 1 In Outlook on the Tools menu click E mail accounts The E mail Accounts wizard appears Select View or change existing e mail accounts and then click Next In the e mail account list select CallPilot Unified Messaging While you press the Ctrl and Shift keys click Change The CallPilot Outbox Fix dialog box appears 5 Click Fix outbox P0606020 02 Chapter 4 Troubleshooting 55 Troubleshooting Lotus Notes log on problems When Unified Messaging is installed Unified Messaging appears under Folders and Views In the Personal Name and Address Book on Local database two new views are created e Groups CallPilot e People Cal
65. not play these messages from the telephone To listen to these messages the subscriber must use computer speakers or headphones Voice message does not play on telephone The subscriber plays a voice message from the telephone The subscriber answers the telephone when it rings but the message does not play Ask the subscriber to say something like hello to initiate message playback 2 Ask the subscriber to check the CallPilot player status bar If it states Open Pending hang up the telephone Click Computer on the player and then click telset playback The phone rings again 3 Tell the subscriber that if the Status bar still says Open Pending hang up again and wait three to five minutes and try to play the message again If this problem persists contact your Nortel Networks Customer Technical Support 4 The number of outcalling channels used by the CallPilot telset player is determined by the number of outcalling channels configured in CallPilot Manager Ensure that this number 1s greater than zero and that the other channels are not currently in use For information about configuring outcalling channels refer to the CallPilot Manager Set Up and Operation Guide CallPilot Unified Messaging Installation and Maintenance Guide 62 Chapter 4 Troubleshooting The Message Waiting Indicator is active but there is no new message The subscriber s telephone message waiting indicator is activated but there 1s no new message in the subs
66. oblems discussed here apply to all clients unless otherwise noted Perform the suggested solutions from the desktop computer or where noted the Business Communications Manager system or administration client Troubleshooting during installation Before you begin to install Unified Messaging for Microsoft Outlook GroupWise or Lotus Notes you require e the subscriber s CallPilot mailbox number e the fully qualified domain name of the Business Communications Manager system e the SMTP VPIM prefix of the Business Communications Manager system my Note Before you install Unified Messaging make sure the Integrated Client Microsoft Outlook GroupWise or Lotus Notes is working properly Obtaining the Unified Messaging version number 1 If the subscriber cannot log on but you require the CallPilot version number navigate to windows system nmdcva exe 2 Right click the file and select Properties The Properties page appears CallPilot Unified Messaging Installation and Maintenance Guide 50 Chapter 4 Troubleshooting 3 Select the Version tab The version number for Unified Messaging 1s displayed Microsoft Outlook default mail client You see the error message when you install Unified Messaging Either Outlook is not the default mail client or there is no default mail client to fulfill the current request If Outlook is installed on the subscriber s computer but they do not want Outlook to be their default mail client
67. ok 0 0 AA 28 Configuring Outlook 2002 a ee ee ee a ee ec re AA AFP 29 Using Outlook 2002 as an Internet mail client 000005 29 Configuring Novell GroupWise 66i4 cbuaededde deena pies Se en eee ebusou sans 31 Removing the CallPilot Message Store 0 ccc ees 31 Configuring GroupWise for Unified Messaging cece eee 31 Configuring Lotus Notes cucn tare ecderdasavinusetenen AA 34 Updating the Mail database 0 tenes 34 CallPilot Unified Messaging Installation and Maintenance Guide 4 Contents Updating the database automatically 0 0 0 ccc nes 34 Updating the database manually 0 0 ccc ees 34 Removing password prompts aeae 35 Configuring Internet Mail clients 2 0 00 ccc ee ee eee 36 Configuring Outlook Express or Outlook in Internet Mail mode 36 Configuring an IMAP account on Outlook or Outlook Express 36 Configuring an LDAP directory service for Outlook Express or Outlook 38 Configuring special settings for Outlook Express or Outlook in Internet Mail mode 39 Testing the Outlook Express or Outlook in Internet Mail mode IMAP account 39 Configuring Netscape Messenger 2 0 00 cee eee eens 40 Configuring an IMAP account on Netscape Messenger 40 Configuring an LDAP directory service for Netscape Messenger 42 Testing the Netscape Messenger IMAP acco
68. ommunications Manager system Check that you can log on from the telephone using the same mailbox number and password Verify that you have network connectivity to the Business Communications Manager system For example issue a network command to the Business Communications Manager system exactly as it appears in your Unified Messaging configuration Try to ping using the DOS prompt and ensure that you receive a valid response from the Business Communications Manager system If you do not have network connectivity to the Business Communications Manager system you are not able to access Unified Messaging Ensure that DNS is configured on this computer Under TCP IP properties select the DNS tab Ensure that a DNS server is listed Verify that it is the correct IP address for the DNS server Check with the DNS administrator whether the server name is in the DNS server Verify that the correct hostname is configured in the DNS server The following actions can be taken to resolve this situation e The CallPilot FQDN must be properly configured in the DNS server e Refer to Configuring environments without a DNS on page 13 for instructions on configuring CallPilot Unified Messaging in an environment with no DNS server P0606020 02 Chapter 4 Troubleshooting 53 No desktop capabilities The subscriber tries to log on and sees this message CallPilot Server KI Tour mailbox does not hawe desktop capabilities Please contact
69. on the clients you have chosen A negative number indicates that there is not enough disk space E Mail Clients f8 Microsoft Outlook B674 k Lotus Hotes 16394 k 4 Internet Mail clients 265 k Hovell Groupwise 6113k Free Disk Space After Install 4990096 k Cancel CallPilot Unified Messaging Installation and Maintenance Guide 22 Chapter 3 Installing and configuring Unified Messaging 11 Select the check boxes for the email clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft Outlook in Internet mail mode Netscape Messenger and Qualcomm Eudora Pro Note If you want to install Outlook and GroupWise on the same computer you must follow the procedure If you are Installing Unified Messaging for Outlook and GroupWise on page 17 12 Click the Next button The CallPilot Server Settings screen appears CallPilot Server Settings NORTEL CallPilot Server Settings NETWORKS Server name or TCPVIP address Server SMTPAYPIM prefix Back Cancel 13 In the Server Name or TCP IP Address box type the FQDN or IP address of the Business Communications Manager system 14 In the Server SMTP VPIM prefix box type the SMTP VPIM prefix of the CallPilot subscriber s address If CallPilot Networking is not enabled on the Business Communications Manager system leave this box blank otherwise use the value defined in the Local Prefix field in the Digital Networking Properties page i
70. onents or Remove CallPilot components Click OK From the Select database s dialog box select one or a group of mail files to update Click the OK button Fax Printer Driver does not install If a subscriber is installing Unified Messaging and they try to install the Fax Printer Driver the fax driver installation fails after the subscriber is prompted for the administrator user name and password Unified Messaging still installs correctly This failure occurs if the client PC is running Windows 2000 with SP4 or later and the subscriber performing the install does not have administrator privileges To resolve this you must alter the security policy of the subscriber performing the install to include the user the right to impersonate a client after authentication Refer to the online Microsoft Knowledge Base article Q821546 for more information CallPilot Unified Messaging Installation and Maintenance Guide 52 Chapter 4 Troubleshooting Troubleshooting log on problems Invalid credentials The subscriber sees messages such as Invalid credentials Please retry or The server could not be located Please Retry 1 On the subscriber s computer check that Unified Messaging is configured with the proper settings Verify that the following information is correct e mailbox number e fully qualified domain name FQDN or IP address of the Business Communications Manager system e the SMTP VPIM prefix of the Business C
71. onfiguring Unified Messaging 31 Configuring Novell GroupWise This section is an overview of how GroupWise is integrated with CallPilot For information on how to use GroupWise to address compose open delete and perform other CallPilot operations refer to the Unified Messaging Quick Reference Guide or the online Help Note If the subscriber uses Novell GroupWise they must have Windows Messaging 4 0 installed on their computer This is normally the case when Windows 1s installed on a computer However if Windows Messaging 4 0 is not installed the GroupWise installation gives you these options e Install the complete Windows Messaging system e Leave Windows Messaging as is Install the Complete Windows Messaging system even if Windows Messaging 1s already installed This ensures that the GroupWise option is available during Unified Messaging installation After you install GroupWise you must configure it for Unified Messaging Removing the CallPilot Message Store When you install Unified Messaging on the computer of a subscriber who uses GroupWise the CallPilot Message Store folder is added to the subscriber s GroupWise mailbox You or the subscriber can use this procedure to remove the CallPilot Message Store from GroupWise To remove the CallPilot Message Store 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Click the Add Remove Programs icon The Add R
72. perate as expected a FF O N In sent messages digits or symbols appear instead of language specific symbols The only character sets that are supported are us ascii and ISO 8859 1 The messaging client must be configured to use ISO 8859 1 character encoding usually displayed as the option Western ISO 8859 1 or Western European ISO in most e mail applications This does not restrict users in other countries from using text messaging only which character sets can be used to compose and send these messages P0606020 02 Chapter 4 Troubleshooting 63 Internet Mail client error messages Unified Messaging Internet mail clients display error codes when a problem occurs The table below describes Unified Messaging error codes Code Error message Your message did not reach some or all of the intended recipients The message was not delivered because an undefined problem occurred There is a problem with the specified address Please verify the address The external telephone number used in addressing the message could not be dialed Please verify the telephone number The mailbox or telephone number is invalid Please confirm the address NO O The address is invalid Please verify the destination system NO NO The mailbox address was at one time valid but mail is no longer being accepted Please confirm the address NI oo The mailbox exists but something at the destination mailbox caused your message not to be receive
73. sage Access Protocol See IMAP 12 IP addresses 13 L LDAP configuration settings 12 configuring directory services 38 directory name 38 directory services 38 server 12 Lightweight Directory Access Protocol See LDAP 12 Lotus Notes 8 configuring 34 mail database replacing 66 M Mail database replacing 66 Message waiting indicator 62 Microsoft Outlook Internet mail mode 8 Outlook Express 8 Microsoft Outlook Internet mail mode configuring access to CallPilot Address Book 30 Microsoft Outlook 2002 configuring text formatting options 30 specifying e mail settings 29 Microsoft Outlook Express configuring access to CallPilot Address Book 30 My LDAP server requires me to log on 38 N Netscape Messenger 8 configuring 40 configuring IMAP account 40 configuring LDAP directory service 42 Return Receipts 41 testing IMAP account 42 P0606020 02 O Online Help address formats 58 Outlook 2000 8 Outlook 2002 8 Outlook 98 8 Outlook Express 8 Outlook Express or Outlook Internet Mail mode configuring 36 Outlook XP 8 R Related information 9 Reset CallPilot Message store 69 S Servers IMAP 12 LDAP 12 SMTP 12 Simple Mail Transfer Protocol See SMTP 12 SMTP server 12 server name 37 SMTP VPIM 52 SMTP VPIM prefix 15 32 36 40 49 Support tool CPTrace 70 reset CallPilot message store 69 for Microsoft Outlook 69 Supported integrated clients 8 Supported Internet mail clients 8 T
74. system Internet Mail clients cannot send or receive WAV files Unknown appears in the Sender field In some messages the subscriber sees a name or phone number in the Sender field In other messages the subscriber sees Unknown If the caller s phone system has Calling Line ID CLID information appears in the Sender field for messages that are created when people phone you and you are not available If CLID information is not provided 1t appears as Unknown For messages that are sent from people using Networking if the sender s name is not provided to the CallPilot system the Sender field appears as Unknown CallPilot Unified Messaging Installation and Maintenance Guide 60 Chapter 4 Troubleshooting The subscriber has problems with faxing The subscriber requires Imaging for Window to view and compose faxes During installation CallPilot checks for Imaging for Windows If it is not installed CallPilot is still installed successfully You can install the imaging software later To install Imaging for Windows 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears Click the Windows Setup tab Double click the Accessories icon In the list ensure that Imaging is selected Click the OK button D oa a QO e If the error message states that the mess
75. tcalling For information on setting the outcalling channels refer to the CallPilot Manager Set Up and Operation Guide Unified Messaging and data network security Due to the complexity and diversity of network configurations this guide does not cover data network security issues Discuss security issues with a security specialist or data network administrator CallPilot Unified Messaging Installation and Maintenance Guide 12 Chapter 2 Configuring your system for Unified Messaging Configuring IMAP LDAP SMTP servers for Unified Messaging CallPilot supports IMAP LDAP protocols which let Unified Messaging subscribers access their CallPilot mailboxes using Microsoft Outlook Lotus Notes Novell GroupWise and selected third party Internet mail clients Microsoft Outlook Express Microsoft Outlook Netscape Messenger and Qualcomm Eudora Pro Each type of desktop client is configured and used slightly differently To configure a specific desktop client refer to Installing and configuring Unified Messaging on page 15 Although you individually configure each desktop client you use for Unified Messaging you configure Business Communications Manager the same way for all the desktop clients it supports Follow the instructions in this chapter to configure the IMAP LDAP SMTP servers IMAP Internet Message Access Protocol IMAP lets a client access and use electronic mail messages on a server These messages are always stored on Busin
76. ter 4 Troubleshooting 65 The Login authentication method is disabled Please contact your administrator 124 The Challenge Response authentication method is disabled Please contact your administrator Your mailbox is full Delete messages you no longer require 133 Remote Notification was turned off by the person who answered the notification call It has now been turned back on Remote Notification was turned off It has now been turned back on 135 Remote Notification has been turned off Please ensure that the number is correct and review your notification setup before turning notification back on Your password will expire in n day s where n is the number of days CallPilot Unified Messaging Installation and Maintenance Guide 66 Chapter 4 Troubleshooting Replacing the mail database in Lotus Notes Replace the Lotus Notes mail database only if a subscriber wants CallPilot messages to be stored in the same Inbox as their Lotus Notes email messages the subscriber s database design has not been customized and the subscriber does not intend to customize the database design in the future you are familiar with modifying the Lotus Notes database design Caution Risk of data loss Replacing the database design removes any customization in the current database design If the mail database is customized update the database instead of replacing it You can replace the mail database from the subscriber s workst
77. tion dialog when messages are saved 8 GF Unread 0 Total 4 af 2 At the Place a copy in setting select Sent Folder on and from the list box select Local Folders 3 At the Keep Messages and Drafts in setting select Drafts Folder on and from the list box select Local Folders 4 Atthe Keep Message Templates in setting select Templates Folder on and from the list box select Local Folders 5 Click the OK button P0606020 02 Chapter 3 Installing and configuring Unified Messaging 45 Configuring Netscape Messenger deletions If a subscriber uses Netscape Messenger 6 2x you must configure their inbox to handle message deletion 1 On the Edit menu click Preferences The Mail amp Newsgroups account settings dialog box appears Brg EA y a File Edit View Search Go Message Tasks Help Gg 282 YG amp New Msg 74g 22277 tanabj r6 c Netscape 6 Mail 2227 tanabj r6 ca nor el com E INBOX 7 Local Folders amp Unsent Messages E4 Drafts FA Templates EB sent Mi ir f Trash Email H Read messages Mail amp Newsgroups Account Settings Accounts V 2227 tanabj r6 ca nortel com Server Settings Ef Bis View settings for this account Copies and Folders Server Type IMAP Mail Server J Addressing Server Name tanabj 6 ca nortel com j Me Create a new account Offline amp Disk Space leer hie i Local Folders i E S
78. to save a document as a TIFF F You can send a TIFF F as a fax to other CallPilot subscribers To use the fax driver in addition to your Internet mail client you must have one of these programs installed on your system e Microsoft Outlook e Lotus Notes and Unified Messaging for Lotus Notes e Novell GroupWise If any of these options appear dimmed they are not supported by Unified Messaging for the type of email client you have chosen and the appropriate fax drivers are pre selected If you want to add Unified Messaging to be added to the default profile used by Outlook select the Update default mail profile check box If you are installing Unified Messaging for Lotus Notes you must enter your Lotus Notes password before the installation process continues The Unified Messaging installation program tries to detect Lotus Notes by searching for the notes ini file on the hard drive If the file is not found the Lotus Notes option is disabled during installation If the notes ini file 1s located on a server you can disable Lotus Notes detection to install Unified Messaging for Lotus Notes To disable Lotus Notes detection a Quit the Unified Messaging installation program b Click the Start button and click Run The Run dialog box appears c Click the Browse button and browse to where you downloaded Unified Messaging P0606020 02 Chapter 3 Installing and configuring Unified Messaging 25 d Select CallPilotDesktopMessaging exe a
79. unt 42 Configuring Netscape Messenger to store messages locally 43 To configure Netscape Messenger 4 7X 000 cee eee 43 To configure Netscape Messenger 6 2x 000 cee ee eee 44 Configuring Netscape Messenger deletions 0 0000 eee eee 45 Ne Ee Bl GB bid RA he 8 Geo E ee eee es bee eee ee 46 Configuring an IMAP account on Eudora Pro 0 0 0 eee 46 Configuring an LDAP directory service for Eudora Pro 48 Testing the Eudora Pro IMAP account 0 0 00 cee nes 48 Chapter 4 WOU DIES NOOUING 6c 6d 6 0 6 Oe ee PAA RES 49 Troubleshooting during installation cc ee ees 49 Microsoft Outlook default mail client 00 cee eee eee 50 Image Viewer is not installed anaana cece ee eee 50 No authorization to perform this operation 51 Fax Printer Driver does not install anana aaa a 51 Troubleshooting log on problems aaan ees 52 ON CONN 2 acs cook eo ced Sede ew eedeeensd badge bes genes d cunt 52 No desktop capabilities i isd kA det eee 094064 ARA eR EROS 53 CallPilot Logon Failure 0 ccc eee eens 53 Troubleshooting Outlook 2002 problems 2 0 00 ees 54 Accessing CallPilot support tools in Outlook 2002 54 Troubleshooting Lotus Notes log on problems 0000 cece een eee 55 Subscribers cannot see CallPilot Unified Messaging
80. vice In the Host Name box type the FQDN or the IP address of the Business Communications Manager system Click the Search Options tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout In the Search Base box type the search base for the CallPilot directory The search base is ou users ou callpilot Click the OK button You return to the Directory Services screen Testing the Eudora Pro IMAP account 1 2 3 From your telephone to log on to your CallPilot mailbox Compose a test voice message and send it to the subscriber Have the subscriber check that the message appears in their Eudora Pro client P0606020 02 49 Chapter 4 Troubleshooting This chapter is about e Troubleshooting during installation e Troubleshooting log on problems e Troubleshooting Outlook 2002 problems e Troubleshooting Lotus Notes log on problems e Troubleshooting after logging on e Internet Mail client error messages e Accessing Unified Messaging online Help e Using Unified Messaging Support Tools e CPTrace This chapter discusses problems that subscribers can experience with Unified Messaging The troubleshooting information is divided into problems and suggested solutions Based on the expertise of subscribers you can ask them to do some of the troubleshooting procedures If the suggested solution does not correct the problem contact your Nortel Networks representative The pr
81. with the destination Please try sending the message later A problem occurred during the transmission of your message Q9 CO A directory server was unavailable Please try again later or contact your Administrator CallPilot Unified Messaging Installation and Maintenance Guide 64 Chapter 4 Troubleshooting The network was congested or the telephone line was busy Please try sending the message later maa The number of attempts to deliver the message has exceeded the system maximum Please try sending the message again later An error occurred during the transmission of your message This message was addressed to too many recipients Please reduce the number of recipients and try sending the message again There was a problem with the content of your message Please re create the message and send it again The message contains media which cannot be delivered The recipient may not be able to receive a message with this media The voice portion of the mixed media message was delivered The recipient can only receive this part of the message The fax portion of the mixed media message was delivered The recipient can only receive this part of the message Some media contained in your message was not converted successfully Some of the recipients did not receive the message A security measure or policy prevented the delivery of the message Please contact your Administrator D CO The recipient s could not be rea

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