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Avaya BCM 4.0 Unified Messaging Configuration Guide

1. 10 Click the Next button The Language screen appears Language x NORTEL CORTE kks Language Please select a language for CallPilot The language you select must be installed on your computer Language English X utch NO006061 1 Chapter 3 Installing and configuring Unified Messaging 21 11 From the Language list box select the language you want to use and click the Next button The Destination Folder screen appears Destination Folder x NORTEL inati IULII Destination Folder Please select the location where CallPilot files should be installed Destination Folder C Program FilessNortel Browse Cancel 12 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 in which you want to install Unified Messaging Nortel recommends that you install Unified Messaging in the default folder The E mail client screen appears E Mail client J x MSN E Mail Client Please select an e mail client to access your CallPilot messages You may select more than one client Free Disk Space After Install is based on the clients you have chosen 4 negative number indicates that there is not enough disk space E Mail Clients v Microsoft Qutlook 6574 k Lotus Notes 16394 k JV Internet Mail clients 265k Novell Groupwise 8119k Free
2. BCM 4 0 Unified Messaging Configuration Guide BCM 4 0 CallPilot Document Status Standard Document Version 03 Part Code N0060611 Date September 2007 NORTEL Copyright 2007 Nortel Networks All Rights Reserved 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 Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Revision history 3 Revision history September 2007 This document is issued for general release BCM 4 0 Unified Messaging Configuration Guide 4 Revision history NO006061 1 Contents Chapter 1 Getling Started ci cscc sci seo odes sesseskatrecrsestsasssotsezesess 7 Alu THIS GUNG s stirrer raket CX Cad SEG x9 SOR ASQCOE SRI EAE P 7 About CallPilot Unified Messaging sees 7 Software regulemels au zisecc ouem e our Rd Re RR Y tt inEbEr Enia 8 tior sh 5 PC c ETE 9 MOONE eee re eee ee ee
3. Cancel BCM 4 0 Unified Messaging Configuration Guide 26 Chapter 3 Installing and configuring Unified Messaging 28 Click the Finish button The Setup Complete screen appears Setup Complete 29 Click the Finish button NO006061 1 Chapter 3 Installing and configuring Unified Messaging 27 Setting the default e mail client After you install Unified Messaging you must set the default e mail client To set the default e mail client 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 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 e mail client is displayed select the correct e mail client from the E mail list box click the Apply button and click the OK button Configuring forwarding or replying mail delivery settings To ensure you can forward or reply to Unified Messaging messages you must check one of the default settings for mail delivery 1 2 3 4 In your Inbox click CallPilot Desktop Messaging Click CallPilot Configuration Click the Mail tab to display the current mail settings Check to see if the Include a message header when forwarding replying check box is not selected If you have a fax keycode enabled you can select this check box If you do not hav
4. P is explained below Publish Application Lotus Notes x Specify What to Publish Application Desktop This application type grants users access to a single application installed on your MetaFrame servers Enter the command line for tne application you wantto publish You can also specify a default working directory for users Command Line C Program FilesuNortel Networks C allPilotindaidaemon exe F CALotusTWotestnotes Browse Working Directory CALotusiNotes Back Next M Cancel Help Note The default installation location is C Program FilesNNortelCallPilot However this may have been altered by the system administrator when CallPilot was installed BCM 4 0 Unified Messaging Configuration Guide 50 Chapter 3 Installing and configuring Unified Messaging The P option should work for most applications However if an application still does not work with the Nortel Fax Nortel Fax Batch printers use the option A instead of P Lotus Notes requires A instead of P The P and A options are both used by daemon exe to monitor the original application for print requests The P option instructs daemon exe to monitor only the original application The A option instructs daemon exe to monitor the original application as well as any secondary applications created by the original The A option is more CPU intensive and should only be used when the P option does not work Printi
5. SMTP is a protocol for sending e mail messages between servers Most e mail systems that send mail over the Internet use SMTP to send messages from one server to another These messages can then be retrieved with an e mail client using IMAP SMTP is 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 e mail 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 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 NO006061 1 Chapter 2 Configuring your system for Unified Messaging 15 For Internet Mai
6. configuration The user will not be able to use the CallPilot Audio Player microphone to record messages Fax Application If the system administrator has installed CallPilot Desktop Messaging for more than one client Outlook Notes GroupWise Internet Mail on the Windows Terminal Server the Compose Fax dialog will list all available desktop clients that can be used to send the fax This option is sticky meaning that the last option chosen is the first option shown the next time around In a Citrix Thin Client environment this option is still sticky but it is controlled by all client machines The last option chosen by any client machine will be the first option shown the next time regardless of the client machine The BCM is limited to five simultaneous outgoing faxes using Unified Messaging Tracing Running CPTrace won t show trace statements unless the system administrator has enabled CPTrace on the Windows Terminal Server BCM 4 0 Unified Messaging Configuration Guide 62 Chapter 3 Installing and configuring Unified Messaging Localization While CallPilot Desktop Messaging supports several languages only one language can be installed at a time This prevents multiple languages from being installed on the Windows Terminal Server All CallPilot users in a Citrix Thin Client environment must use the same language This language can be non English Installation The system administrator must manually modify the com
7. Create Open CallPilot Message Store File J Application Data NetHood E Sart Menu Cookies Di outlook Pas J Templates ZS tin cst Desktop GJoutook PST 3 bem cst Fovortes __ Prirthood zi celipict cst Local Settings J Recent ZZ labepot cst My Documents L SendTo 33 notes cst me NT Fies of type Cait Message Store csi Cancel fa Nortel does not recommend changing the default location of the Message Store file If the user changes the location of the Message Store file it can conflict with another user The location of the user s profile in the default location prevents inadvertent access or overwrite of another user s files 6 Enter your CallPilot Mailbox Number in the Mailbox field and click OK Genes Mai Address Bock Audo Server na2348 us cel com SMTPAPIM prefix 1952897 Mailbox 7404 Password __ Remember password MpcariurAl f Cox cm ax ne 7 Close any remaining windows to complete the configuration NO006061 1 Chapter 3 Installing and configuring Unified Messaging 57 Configuring Lotus Notes The administrator must install Unified Messaging on the Windows Terminal Server and update the mail databases on the Domino server Once this is done Citrix Thin Client users can run the CallPilot enabled Lotus Notes client When Lotus Notes Client starts for the first time after server configuration is completed Unified Messaging detects the u
8. DS CP TIMER esce lead babeo ddota RI d CER e FREUE E ER ER CRY d 84 o ee ee ee eee ee ee ee ee ee ee 87 NO006061 1 Chapter 1 Getting started About this guide The BCM 4 0 Unified Messaging Configuration Guide describes how to install configure and troubleshoot Unified Messaging on a Business Communications Manager BCM system and on subscribers computers You can install CallPilot Unified Messaging on subscribers computers or subscribers can perform some configuration and troubleshooting tasks under your guidance About CallPilot Unified Messaging CallPilot Unified Messaging is a multimedia messaging application Unified Messaging works with e mail clients to provide a single graphical interface for e mail messages and CallPilot voice fax and text messages Hardware requirements The following list contains both the minimum and recommended hardware that Unified Messaging software needs for operation BM 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
9. Disk Space After Install 4990096 k lt Back Cancel 13 Select the check boxes for the e mail clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft Outlook in Internet mail mode Netscape Messenger and Qualcomm Eudora Pro BCM 4 0 Unified Messaging Configuration Guide 22 Chapter 3 Installing and configuring Unified Messaging 14 Click the Next button The CallPilot Server Settings screen appears CallPilot Server Settings E x GUN CallPilot Server Settings Server name or TCP IP address 47 65 138 214 Server SMTP VPIM prefix lt Back Cancel 15 In the Server name or TCP IP address box type the FQDN or IP address of the Business Communications Manager system 16 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 in CallPilot Manager 17 Click the Next button The CallPilot Mailbox Number screen appears NORTEL j ilbox SUN CallPilot Mailbox Number Mailbox 758 81 48 lt Back Cancel 18 Enter the subscriber s mailbox number The mailbox number is usually the subscriber s extension number NO006061 1 Chapter 3 Installing and configuring Unified Messaging 23 19 C
10. Set as Default Local directory C Remove Account 00 C Documents and Settings tanabj Application DatalMozillalProfilesldefsultljpdmo4l Cc Coe Coe E amp A OF RU document Done Unread 0 Total 4 UID 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 the messages marked as deleted will be physically deleted 4 Click the OK button To configure an IMAP account on Netscape Mail 7 0 Refer to the Netscape online help and choose IMAP server settings BCM 4 0 Unified Messaging Configuration Guide 44 Chapter 3 Installing and configuring Unified Messaging e For the email address enter the email address in this form 14165556003 voiceuser callpilot com Le SN SMTP VPIM prefix mailbox number FQDN of Business Communications Manager e 416555 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 host name is that of the Business Communications Manager system e For the server name type the FQDN of the Business Communication
11. Settings mail profile BCM 4 0 Unified Messaging Configuration Guide 60 Chapter 3 Installing and configuring Unified Messaging To manually configure CallPilot Log on to Novell GroupWise Open the address book Choose File gt Services Igi Fle Edt wew Address Help east Or Fook flfine Novel LDAP Adktess Book 1 Close Bock lra Name Conoieten Posion 2 Lan 8 Te cc gc jwise E Mal Groupwise E Mail E Mail Addiess Labs lsbpo labbD Lab labpo devd nortel BY Lab labpo lab6O Lab labpo dev4 none Exit Alt F Ce Da Mat Ase Hereve Information Close List lt lt Seem 4 Once the Novell Default Settings Properties window appears follow the steps in the section Manual Outlook 2000 Configuration to configure the CallPilot Desktop Messaging service even if Outlook XP is installed on the computer Ipix rie cm Novell Delault Settings Properties B Testtabs Services Delvery Addressing Search List The folowing information services are set up in this profle Name Box 41 gt T ge Novell Groupwise Address Bock Name Novell GroupWise Message Store Tet L Novell LOAP Address Book Novell Personal Address Book Labs T Add Remove Propeities Show Profiles 5 Once configuration is complete close and restart GroupWise Configuring Internet Mail clients The administrator must install CallPilot Desktop Messagi
12. ee ee pol ee ee PRECOR X audes 9 Symbols anid Text CONVENTIONG sis Llega eR TIISER REA eS eed Ae ek i irisa Ress 10 Related PHOICHIONE p EE 11 Chapter 2 Configuring your system for Unified Messaging 13 Before you install Unified Messaging llle 13 Configuring IMAP LDAP SMTP servers for Unified Messaging 13 Configuring environments without a DNS 0 00 cece eee 14 Configuring Unified Messaging with IP address only 0 00 15 Chapter 3 Installing and configuring Unified Messaging 17 Installation informatiolr il iusso nk xh ch RR ede ririo game 17 Fax feature reQuiFeiTIBDES iussscracserttbera co raeLr e 3o dera estan Ad d dag 18 Uninstalling an earlier version of Unified Messaging 18 Installing Unified Messaging aucccossoc eco RR REG R px RR restri 19 Setting the default e mail client 0 0000 ee eee 27 Configuring forwarding or replying mail delivery settings 27 Configuring mail delivery folders for Outlook 2 0 0 0 ene 28 Configuring Outlook 2002 and 2003 isiaua aep kc aee GR e uia nm tac ed 29 Using Outlook 2002 and 2003 as an Internet mail client 29 Configuring Novell Groupwise 2 cccavede b uu E RR 9 ERR AiReRREX ERE 31 Removing the CallPilot Message Store 0000 cece eee 31 Configuring Lotus NOS ccc cickc sere de tense does eR mex eR anie 33 Updating the
13. 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 e mail program access remote message stores as if they were local For example e mail 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 Note Unified Messaging clients require LDAP authentication of the CallPilot gt mailbox directory number and password to begin a search on a Business Communications Manager LDAP directory SMTP Simple Mail Transfer Protocol
14. information services MS Outlook support for Lotus cc Mail Outlook Address Book x Remove 9 J c we 4 Click Open in the Create Open CallPilot Address Book File window Create Open CallPilot Address Book File x Look sn S ibender e amp ctkEM Application Data L NetHood E Sart Menu s test cpa Cockies Di outlosk Pas L Templates le tim cpa Desktop outlook PST s bcm cpa Fovortes PrirtHood ke celipiot cpa Local Settings j Recent lae labepOt cpa My Documents ISendTo jit notes cpa wj we EE Fies of type CalPilot Address Book cpa x Cancel The default location in the Create Open Address Book File window is set to the user s profile section on the Windows Terminal Server This prevents one user from inadvertently accessing or overwriting another user s files Nortel does not recommend changing the default location of the Address Book file If the user changes the location of the Address Book file changing location can conflict with another user Since the address book files for all users are stored on the same computer users need to be aware of how secure their data is The level of security depends upon how the Windows Terminal Server has been configured by the system administrator BCM 4 0 Unified Messaging Configuration Guide 56 Chapter 3 Installing and configuring Unified Messaging 5 Click Open in the Click Open in the Create Open CallPilot Message Store File window
15. it easier to prioritize messages and identify message types If the subscriber requests it you can configure Outlook to store all incoming e mail and CallPilot messages in the CallPilot message store Note If you configure the e mail client to deliver messages to the CallPilot Inbox all e mail 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 Onthe Outlook window on the Tools menu click Services Or if you use Outlook XP or 2003 click on the Tools menu and then click E mail accounts The E mail account window appears Select View or Change existing E mail accounts Click Next Click the Delivery tab From the Deliver new mail to the following location list select CallPilot Messaging Store and click the up arrow to move it to the top of the list 4 Click the OK button NO006061 1 Chapter 3 Installing and configuring Unified Messaging 29 Configuring Outlook 2002 and 2003 Outlook 2002 and 2003 handle mail accounts differently than previous versions of Outlook This section describes how to configure the Unified Messaging options for Outlook 2002 and 2003 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 click Next In the e mail account
16. profile BCM 4 0 Unified Messaging Configuration Guide 72 Chapter 4 Troubleshooting To fix the Outbox 1 4 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 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 the message correctly Refer the subscriber to Address Formats in their online Help Ensure that the subscriber has the capability to send messages to fax AMIS and digital networking subscribers Security concerns can restrict subscribers from sending 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 prevent 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 is not full If their mailbox is full they cannot send messages until some messages are deleted Ask the subscriber to check the format of th
17. 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 In the User Name box type the part of the subscriber s CallPilot mail address that comes before the at 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 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 NO006061 1 Chapter 3 Installing and configuring Unified Messaging 41 22 23 24 25 26 27 28 29 From the Mail amp Newsgroups category select Copies and Folders Make sure all the check boxes are cle
18. security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before performing the maintenance procedure K Warning Alerts you to remove the BCM main unit and expansion unit power cords from the ac outlet before performing any maintenance procedure Ka NO006061 1 Chapter 1 Getting started 11 These conventions and symbols are used to represent the Business Series Terminal display and dialpad Convention Example Used for Word in a special font shown in Witt Command line prompts on display telephones the top line of the display Underlined word in capital letters iii Display option Available on two line display shown in the bottom line of a two telephones Press the button directly below the line display telephone option on the display to proceed Dialpad buttons Buttons you press on the dialpad to select a particular option These text conventions are used in this guide to indicate the information described Convention Description bold Courier Indicates command names and options and text that you need to enter text Example Use the info command Example Enter show ip alerts routes italic text Indicates book titles plain Courier Indicates command syntax and system output for example prompts text and system messages Example Set Trap Monitor Filters FEATURE Indicates that you press the butt
19. supported IMAP Internet clients 8 supported integrated clients 8 supported Internet mail clients 8 troubleshooting 63 uninstalling 18 windows terminal server 48 Unified Messaging support tools 83 uninstalling Unified Messaging 18 Uninstalling earlier version of Unified Messaging 18 User installation fax requirements 18 V Voice format 9 VPIM 14 Networking 14 W Windows Messaging 4 0 17 31 BCM 4 0 Unified Messaging Configuration Guide 90 Index NO006061 1
20. the location of the Message Store file it can conflict with another user The location of the user s profile in the default location prevents inadvertent access or overwrite of another user s files 7 Enter your CallPilot Mailbox Number in the Mailbox field and click OK General Mal Address Bock Audo Server fe3gurmedcom x SMIPAPM prefix 1952897 Mailbox 7404 x Pessword Remember password Change password Lo cm a ne 8 Download the CallPilot Address Book if prompted The CelPilot address bock has not been downloaded Would you ike to download it now 9 Ifyou choose to download the Address Book click OK to when the download is complete 10 Close any remaining windows to complete the configuration NO006061 1 Chapter 3 Installing and configuring Unified Messaging 55 Manual Outlook 2000 Configuration The user can manually add CallPilot Desktop Messaging to any e mail profile in Outlook 2000 To manually configure CallPilot Desktop Messaging for Outlook 2000 1 Open the mail control panel applet 2 Click Add to add CallPilot to the current e mail profile or click Show Profiles to choose another profile If you click Show Profiles then a Select the profile you wish to use b Click Properties C Click Add 3 Inthe Add Service to Profile dialog box Select CallPilot Desktop Messaging and click OK Add Service to Profile x Available
21. the mailbox using the telephone If the deleted messages are still in a Deleted Items folder in the CallPilot Message Store the messages remain in the subscriber s CallPilot mailbox To remove the messages from both mailboxes the subscriber must permanently delete them from the Deleted Items folder The subscriber cannot delete messages When the subscriber tries to delete the messages permanently the messages remain Subscribers cannot delete messages using Unified Messaging while they are logged on to their mailbox from their telephone Ask the subscriber to end the telephone mailbox session and then try to delete the messages from Unified Messaging NO006061 1 Chapter 4 Troubleshooting 75 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 the CallPilot Inbox The subscriber cannot 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 tries to play a voice message from the telephone The subscriber answers the telephone when it rings but the message does not play 1 2 Ask the subscriber to say something like hello to ini
22. to recover the additional 55 MB The exe file is located where you downloaded it 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 through ISDN ADSL dial up modem or Ethernet Note When it is installed Unified Messaging takes up 15MB of space on the subscriber s hard disk BCM 4 0 Unified Messaging Configuration Guide 8 Chapter 1 Getting started Optional hardware e a sound card and a set of speakers for playing messages on a computer amicrophone for recording messages on a computer Note The maximum number of Unified Messaging clients supported on the Business Communications Manager is 200 The BCM comes with 256MB of RAM which supports up to 100 clients To support the extra clients up to the maximum of 200 you must have an additional 256MB of RAM on the BCM Software requirements Windows operating systems You can use Unified Messaging with Windows 2000 Professional e Windows XP Unified Messaging also supports Citrix Mainframe XP Feature Release 3 and Citrix Program Neighborhood Version 7 0 Supported Integrated clients Integrated clients also called groupware is software designed for group collaboration Integrated clients run with a corporate e mail server Unified Messaging for integrated clients provides access to commands and Unified Messaging Help directly from the cl
23. 6 Citrix Thin Client 49 environments without a DNS 14 Eudora Pro 45 GroupWise 31 IMAP account on Outlook Express 36 Internet mail clients 35 IP address only 15 LDAP directory service for Outlook Express 37 Lotus Notes 33 Netscape Messenger 39 Outlook Express or Outlook Internet Mail mode 36 special settings for Outlook Express or Outlook Internet Mail mode 38 Unified Messaging 27 configuring servers for Unified Messaging 13 copyright 2 CPTrace 84 D Domain Name System DNS 73 configuring environments without a DNS 14 E Entering domain name IP address only 15 Error message No authorization to perform this operation 64 Error messages 77 Estimated installation time Unified Messaging 17 Eudora Pro 8 9 configuring 45 configuring IMAP account 45 configuring LDAP directory service 46 testing IMAP account 47 F Fax requirements 18 feature limitations Citrix 61 Format voice 9 Fully Qualified Domain Name FQDN 66 G G711 9 G723 1 9 Groupware definition 8 GroupWise 8 CallPilot Message Store 31 configuring 31 H Help accessing 82 ICQ 76 IMAP configuration 39 configuration settings 14 server 13 server name 36 testing Outlook Express or Outlook Internet Mail mode IMAP account 39 BCM 4 0 Unified Messaging Configuration Guide 88 Index IMAP clients error messages 77 IMAP clients definition 8 Installation requirements 17 Installing Unified Messaging estimated instal
24. 6 Chapter 4 Troubleshooting Troubleshooting logon 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 the SMTP VPIM prefix of the Business Communications Manager 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 For example issue a network command to the Business Communications Manager 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 If you do not have network connectivity to the Business Communications Manager 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 host name is configured in the DNS server The following actions c
25. AP directory service 41 44 Return Receipts 41 testing IMAP account 41 Novell Groupwise Citrix configuration 59 O Online Help address formats 72 Outlook 2000 8 Outlook 2002 8 Outlook Express 8 Outlook Express or Outlook Internet Mail mode configuring 36 Outlook XP 8 P printing faxes Citrix 49 R regulatory information 2 Reset CallPilot Message store 83 S Servers IMAP 13 LDAP 14 SMTP 14 Simple Mail Transfer Protocol See SMTP 14 SMTP NO006061 1 Index 89 server 14 server name 36 SMTP VPIM 66 SMTP VPIM prefix 17 32 35 40 44 63 Support tool CPTrace 84 reset CallPilot message store 83 for Microsoft Outlook 83 Supported integrated clients 8 Supported Internet mail clients 8 supported platforms in Citrix 48 T Timeout 38 search timeout 46 trademarks 2 Troubleshooting after logging on 71 after successful logon Outlook 71 Outlook and GroupWise 71 during installation 63 logon failures 66 obtaining the version number 63 Unified Messaging support tools 83 update CallPilot user Mail database for administrator 65 troubleshooting Unified Messaging 63 U Unified Messaging about 7 configuring 27 configuring in Citrix Thin Client Environment 49 configuring servers 13 data network security 13 hardware requirements 7 installing 19 installing in Citrix Thin Client Environment 48 online Help 82 optional hardware requirements 8 requirements 17 software requirements 8
26. 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 messages If the subscriber 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 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 CallPilot 3 Before you send the message in the To field highlight the Recipient click Properties and verify that the Address Type CallPilot 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 of messages from one server to another while maintaining the same Outlook client Remove the Exchange server then re add it to the subscriber s
27. Guide 34 Chapter 3 Installing and configuring Unified Messaging 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 1 Start Lotus Notes 2 Onthe Help menu select About Notes Desktop Make a note of the version of Lotus Notes Click the Mail database The Mail database has the subscriber s name and the envelope icon 4 OntheFile menu click Database and then click Replace Design The Replace Database Design dialog box appears 5 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 9 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
28. Mail database ssuss sso cu mak Rh RR kn 33 Updating the database automatically 00 000 eee 33 Updating the database manually llle 34 Removing password promptis suuussuad suum ear ddan ewe REOR QUE E RADAR x 34 Configuring Internet Mail clients llllslelei e 35 Configuring Outlook Express or Outlook in Internet Mail mode 36 Configuring Netscape Messenger 00 cece sees 39 Configuring Netscape Messenger to store messages locally 42 BCM 4 0 Unified Messaging Configuration Guide 6 Contents Configuring Netscape Messenger deletions 0 000 e cece eee eee 43 COMORO EWO F rsss wows hed deeds ioe kee RR eR REGE EXE 45 Installing Unified Messaging in a Citrix Thin Client environment 48 Supported Platlormg clesie eer RR REY eR RR IX RS OR RE cages 48 Installing Unified Messaging on the Windows Terminal Server 48 Configuring Unified Messaging in a Citrix Thin Client environment 49 Citrix Thin Client Configuration overview sisse 50 Configuring Microsoft Outlooks 2 suus one da agen ex ee dade RA bo OR e acl 50 Manual Outlook 2002 XP and 2003 Configuration 000e eae 51 Manual Outlook 2000 Configuration liliis 55 Conan EOS NOIES 2 uud doceas desde kc bo acc E ars th t iet n Rd 57 Configuring Novell GroupWise ssselele eren 59 Configuring Interne
29. Options The Options screen appears b Click the Send tab From Mail sending format select Plain Text d Click the Plain Text Settings button The Plain Text Settings screen appears e From Message format select MIME f From the Encode text using list box select None g Click the OK button e Ifthe subscriber uses Outlook 98 a Onthe Tools menu click Options b Click the Mail Format tab C From Send in this message format select Plain Text d Click the OK button NO006061 1 Chapter 3 Installing and configuring Unified Messaging 39 2 If the subscriber has addresses from the CallPilot LDAP directory in their Outlook Express personal address book e Inthe 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 To test the Outlook Express or Outlook in Internet Mail mode IMAP account 1 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 Configuring Netscape Messenger For subscriber who use Netscape Messenger as their Internet Mail client use these procedures to configure Netscape Messenger Notes If the subscriber uses Netscape with POP for e mail Netscape cannot be configured with IMAP
30. a Notes password when you access an application linked to Lotus Notes This means that when Unified Messaging for Lotus Notes is installed subscribers 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 To remove the Lotus Notes password prompt for Unified Messaging subscribers must follow this procedure NO006061 1 Chapter 3 Installing and configuring Unified Messaging 35 To remove the Lotus Notes password prompt for Unified Messaging Lotus Notes 5 0 1 In Lotus Notes on the File menu click Tools 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 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 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 Messenge
31. an be taken to resolve this situation e Properly configure the CallPilot FQDN in the DNS server e Refer to Configuring environments without a DNS on page 14 for instructions on configuring CallPilot Unified Messaging in an environment with no DNS server NO006061 1 Chapter 4 Troubleshooting 67 No desktop capabilities The subscriber tries to log on and sees this message CallPilot Server Your mailbox does not have desktop capabilities Please contact your 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 log in to the mailbox through 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 the mailbox from the telephone or desktop CallPilot Logon Failure The subscriber sees a message that the computer is not connected to the network Microsoft CallPilot Logon Failure E xl Your computer does not appear to be connected to the network Would you like to retry the connection or work offline 54187 640 0413303 17775 Copyright Microsoft Corporation 1995 2001 All rights reserved This program is protected by LIS and international copyright laws as descr
32. ar 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 To configure an LDAP directory service for Netscape Messenger 1 2 Start Netscape Messenger On the Communicator menu select Address Book The Address Book screen appears On the File menu select New Directory The Directory Server Property screen appears 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 In the Search Root box type the search base Use the search base ou users ou callpilot Click the OK button Note Netscape Messenger 6 2x LDAP directory service will not work with Business Communications Manager 4 0 because Netscape Messenger 6 2x does not support LDAP directory authentication To test the Netscape Messenger IMAP account 1 2 Use your telephone to log on to your CallPilot mailbox Compose a test voice message and send it to the subscriber 3 Have the subscriber check that the message appears in Netscape Messenger BCM 4 0 Unified Messaging Co
33. at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their e mail 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 The subscriber must have Netscape Messenger 6 2x or later Other Netscape Messenger versions are incompatible with Unified Messaging To configure an IMAP account on Netscape Messenger 1 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 BCM 4 0 Unified Messaging Configuration Guide 40 Chapter 3 Installing and configuring Unified Messaging 5 10 11 12 13 14 15 16 17 18 19 20 21 In the E mail address box enter the subscriber s e mail address in the form 14165556003 voiceuser callpilot com Le SN SMTP VPIM prefix mailbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix e 6003 is your CallPilot mailbox number 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 host name is that of the Business Communications Manager system From the Mail amp Newsgroups category select Mail Servers The Preferences
34. available Please try again later or contact your Administrator 40 41 The network was congested or the telephone line was busy Please try sending the message later The number of attempts to deliver the message has exceeded the system maximum Please try sending the message again later 42 An error occurred during the transmission of your message 43 This message was addressed to too many recipients Please reduce the number of recipients and try sending the message again 44 There was a problem with the content of your message Please re create the message and send it again 45 The message contains media which cannot be delivered The recipient may not be able to receive a message with this media 46 The voice portion of the mixed media message was delivered The recipient can only receive this part of the message 47 48 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 49 A security measure or policy prevented the delivery of the message Please contact your administrator 50 The recipient s could not be reached Please consult with your administrator for assistance 51 Legislative policy restricts the delivery of messages at this time Consult with your administrator on the b
35. ccess This update creates a new view CallPilot Unified Messaging in Lotus Notes NO006061 1 Chapter 4 Troubleshooting 65 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 components 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 tries 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 installation does not have administrator privileges To resolve this you must alter the security policy of the subscriber performing the installation to allow the user to impersonate a client after authentication Refer to the online Microsoft Knowledge Base article Q821546 for more information BCM 4 0 Unified Messaging Configuration Guide 6
36. ccessing 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 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 NO006061 1 Chapter 4 Troubleshooting 83 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 To reset CallPilot message store for Microsoft Outlook 2000 1 Press Ctrl 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 CallPilo
37. d at the recipient s system ensure that the subscriber only sends 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 If when they log on to Unified Messaging or the telephone 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 receiving replies People receive the subscriber s CallPilot messages but the subscriber does not receive their replies 1 Onthe Actions menu select CallPilot Configuration 2 Click Properties 3 Ensure that the SMTP VPIM prefix is specified correctly 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
38. do not want Outlook as the default mail client the subscriber can change to another client after Unified Messaging is 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 No authorization to perform 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 or the Lotus Notes administrator must manually update the Mail database from the server for each subscriber who needs CallPilot a
39. e Internet Connection Wizard Internet E mail Address screen appears 6 Inthe E mail address box type the subscriber s CallPilot mail address in the form 14165556003 voiceuser callpilot com No OON 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 host name is that of the Business Communications Manager system 7 Click the Next button The E Mail Server Names screen appears 8 From the list box choose IMAP as the incoming mail server type 9 Inthe Incoming mail server box type your FQDN 10 In the Outgoing mail server box type your FQDN 11 Click the Next button The Internet Mail Logon screen appears with the subscriber s IMAP account name displayed NO006061 1 Chapter 3 Installing and configuring Unified Messaging 37 12 In the Password box type the subscriber s CallPilot mailbox password Do not select the Log on using Secure Password Authentication SPA check box 13 Click the Next button The Internet Connection Wizard Internet Mail Logon screen appears 14 In the Account name box type the subscriber s SMTP VPIM prefix and mailbox number 15 In the Password box type the subscr
40. e New Account Wizard Welcome to Eudora Pro screen appears Click the Next button The New 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 e mail 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 e mail address in the form 14165556003 voiceuser callpilot com lt a SMTP VPIM prefix ailbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix 6003 is the subscriber s CallPilot mailbox number 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 host name is that of the Business Communications Manager system Click the Next button The New Account Wizard Logon Name screen appears BCM 4 0 Unified Messaging Configuration Guide 46 Chapter 3 Installing and configuring Unified Messaging 9 10 11 12 13 14 15 16 17 18 19 20 Check that the Logo
41. e a fax keycode enabled do not select this check box Note If the check box is selected and you have a fax keycode enabled the header information of the original message appears in a reply or forwarded message The message becomes a fax message because the headers are attached as a text message Do not select the Include a message header when forwarding replying check box or add text to the message although the New Text Message button is active if you do not have a fax keycode enabled If you add text or message headers to the message it does not remain as a voice message It becomes a fax message If the Include a message header when forwarding replying check box is selected without the BCM fax keycode the forward reply message will not be delivered If Include a message header when forwarding replying check box is not selected the subject of a forwarded message contains the CLID information but does not include the original sender s name or the sent time BCM 4 0 Unified Messaging Configuration Guide 28 Chapter 3 Installing and configuring Unified Messaging Configuring mail delivery folders for Outlook Microsoft Outlook is automatically configured when you install Unified Messaging By default CallPilot messages are stored in a separate message store from the Outlook Inbox Nortel recommends that subscribers keep their CallPilot messages separate from their Outlook messages Keeping CallPilot messages separate makes
42. e design any customization is 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 cpmail Onltf file Use File gt Database gt Open to add the mail database icon that you are going to update Select this icon Select File gt Database gt Replace design a A o N In the Replace Database Design window select the Show advanced templates check box BCM 4 0 Unified Messaging Configuration Guide 70 Chapter 4 Troubleshooting 6 Make sure that the Inherit future design changes check box is selected 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 templa
43. e message address If the FQDN after the at symbol does not match the FQDN of the Business Communications Manager configured to this mailbox the message is rejected NO006061 1 Chapter 4 Troubleshooting 73 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 1 Atthe DOS prompt type ping Business Communications Manager FQDN gt 2 If the response is request timed out then type ping lt Business Communications Manager IP address gt Note If there is a reply then the Business Communications Manager 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 can be reached on your LAN Contact your IS administrator for help 4 Verify that the Business Communications Manager 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 2 Ask the subscriber to make sure that their mailbox is not full 3 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 at
44. erver gt Logon Information Type the subscriber s CallPilot mailbox number and password in the boxes Do not select the Log on using Secure Password Authentication SPA check box BCM 4 0 Unified Messaging Configuration Guide 30 Chapter 3 Installing and configuring Unified Messaging 6 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 o0 5 ODN 8 9 10 11 12 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 In Logon Information select This server requires me to log on check box Enter the user s username and password in the User Name and Password boxes The user name is the mailbox number and the password is the mailbox password 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 Click the Finish but
45. es in the CallPilot LDAP directory when they address messages select Yes 9 Click the Next button The Internet Connection Wizard Congratulations screen appears BCM 4 0 Unified Messaging Configuration Guide 38 Chapter 3 Installing and configuring Unified Messaging 10 Click the Finish button The Internet Accounts screen appears 11 Click the Properties button and then click the Advanced tab 12 If your network is slow move the slide bar under Search timeout toward Long to increase the timeout 13 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 14 In the Search base box type the search base for the CallPilot directory The search base is ou users ou callpilot 15 Click the OK button The Internet Accounts screen appears again 16 If the subscriber wants to check for addresses in the CallPilot LDAP directory click the Set Order 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 17 Click the OK button The Internet Accounts screen appears 18 Click the Close button To configure special settings for Outlook Express or Outlook in Internet Mail mode 1 Select the settings for the type of Outlook the subscriber uses e Ifthe subscriber uses Outlook Express a Onthe Tools menu click
46. est time to send the message 52 The recipient s could not be reached Please consult with your administrator for assistance 92 Invalid mailbox number password 94 User does not have desktop capability Please contact your administrator 95 95 Invalid mailbox number password Please contact your administrator 97 Invalid mailbox number password Maximum number of invalid login attempts occurred Please contact your administrator NO006061 1 Chapter 4 Troubleshooting 79 Code Error message 98 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 log in 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 111 The temporary password assigned to you by the administrator must be changed Please change your password 123 The Login authentication method is disabled Please contact your administrator 124 The Challenge Response authentication method is disabled Please contact your administrator 125 Your mailbox i
47. ested solution does not correct the problem contact your Nortel representative The problems discussed here apply to all clients unless otherwise noted Perform the suggested procedures from the desktop computer or where noted the Business Communications Manager 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 the SMTP VPIM prefix of the Business Communications Manager Note Before you install Unified Messaging make sure the Integrated Client Microsoft Outlook GroupWise or Lotus Notes is working properly To obtain 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 BCM 4 0 Unified Messaging Configuration Guide 64 Chapter 4 Troubleshooting 3 Select the Version tab The version number for Unified Messaging is 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
48. 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 23 Click OK to save your changes and close the dialog box 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 Nortel recommends the automatic update option It provides the optimal configuration for message storage is compatible with 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 BCM 4 0 Unified Messaging Configuration
49. he Citrix Thin Client environment is supported on the Business Communications Manager platform The Unified Messaging client supports e Citrix Metaframe 1 8 on Windows 2000 Server All Editions e Citrix Metaframe XP on Windows 2000 Server All Editions Citrix Thin Clients must be running Windows 2000 or Windows XP Installing Unified Messaging on the Windows Terminal Server Installing Unified Messaging in a Citrix Thin Client environment is a straightforward process It is nearly identical to installation in a standard desktop client environment Deviations from the standard environment are detailed in this section The common desktop exceptions to the installation process for a standard environment include For Microsoft Outlook and Novell GroupWise The installer automatically disables the Update default mail profile feature This feature is not applicable to the Windows Terminal Server For Lotus Notes The installer automatically disables the Update Lotus Notes mail database and Update Lotus Notes Personal Address Book features These features are not applicable to the Windows Terminal Server To update the users mail databases the Lotus Notes Domino server administrator must run the LNSERVER EXE installation program on the Lotus Notes Domino Server The administrator can then use the installed utility application to update selected user mail databases with CallPilot design elements For more information refer to Updating the ma
50. he Lotus Notes server 1 Download the CallPilotUnifiedMessagingLotusServertools exe from the Business Communications Manager web page 2 Run CallPilotUnifiedMessagingLotusServertools exe from the Lotus server This installs LNSERVER EXE files on the Lotus server and automatically runs LNSERVER EXE 3 Start Update database design From the Start menu choose Programs gt Nortel CallPilot Unified Messaging gt Update Database Design The Update CallPilot mail databases dialog box appears 4 Select Add CallPilot components and then click OK The Select database s dialog box appears BCM 4 0 Unified Messaging Configuration Guide 58 Chapter 3 Installing and configuring Unified Messaging 5 Select mail files to update and then click Open To add the CallPilot database to the Lotus Notes workspace 1 Run LNSERVER EXE An empty callpilot nsf is copied to the Lotus Notes server From the Lotus Notes workspace choose File Database Open The Open Database dialog box appears Open the Lotus Notes database from the Server Ensure that you open the database from the Server not locally In the database list find CallPilot Address Book database filename callpilot nsf Click Select or Open Click the Add Icon to add the icon to the Server Workspace The new icon appears on the Lotus Notes server workspace Click the icon then open the address book Choose View CallPilot People Choose Actions Download CallPilot Add
51. hoose Help 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 N a Install Unified Messaging on the Lotus Notes server computer Start Lotus Notes Choose File gt Database gt Open NO006061 1 Chapter 4 Troubleshooting 81 Select the mail database icon Choose File gt Database gt Replace design The Replace Database Design dialog box appears 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 Inherit future design changes is selected Hide formulas and LotusScript is NOT selected 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 BCM 4 0 Unified Messaging Configuration Guide 82 Chapter 4 Troubleshooting A
52. ibed in Help About Tell the subscriber to contact their network administrator BCM 4 0 Unified Messaging Configuration Guide 68 Chapter 4 Troubleshooting Troubleshooting Outlook 2002 problems The following issues can arise when Unified Messaging and Outlook 2000 work together These issues should be resolved with a Microsoft Outlook service release patch Sending messages When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot window 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 To fix this issue Nortel recommends subscribers install Outlook 2002 SP 1 from Microsoft 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 4 On the subscriber s computer press the Ctrl and Shift keys In Outlook on the Tools menu click Send Receive Accounts CallPilot Desktop Messaging Continue to press the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box appears 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 clic
53. iber s mailbox password 16 Click the Next button The Internet Connection Wizard Congratulations screen appears 17 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 18 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 19 Click the OK button To configure an LDAP directory service for Outlook Express or Outlook Depending on the Internet client you use the options you see can be slightly different 1 Start Outlook 2 Onthe Tools menu click Accounts The Internet Accounts screen appears 3 Click the Directory Service tab Click the Add button and click Directory Service The Internet Connection Wizard starts 5 In the Internet directory LDAP server box type the FQDN or IP address of the Business Communications Manager system 6 Select the This server requires me to log on check box Then enter the Account Name or User Name and Password The user name or account name is the mailbox number The password is the mailbox password 7 Click the Next button The Internet Connection Wizard Check E mail Addresses screen appears 8 Ifthe subscriber wants to check for address
54. ient During installation Unified Messaging customizes integrated clients to make messaging tasks simpler and more efficient Unified Messaging automatically performs most or all of the groupware configuration during installation You can use Unified Messaging with one or more of these clients e Microsoft Outlook 2000 Microsoft Outlook 2002 XP e Microsoft Outlook 2003 e Novell GroupWise 6 x e Lotus Notes 5 x 6 x Supported Internet mail clients Internet mail clients are also called IMAP clients It is an e mail client that enables you to manage CallPilot messages from a folder in the e mail client using the IMAP protocol You must manually configure the Internet mail client with the settings required to connect to your system You can use Unified Messaging with these IMAP Internet clients e Microsoft Outlook Express 5 x and 6 x e Microsoft Outlook 2000 Outlook 2002 XP and Outlook 2003 in Internet mail mode NO006061 1 Chapter 1 Getting started 9 e Netscape Messenger 6 2x e Netscape Mail 7 0 e Qualcomm Eudora Pro 6 1 2 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 Com
55. ified Messaging links One link supports English French simplified Chinese and Dutch The other link supports Italian Japanese Spanish and German You can also install the Custom Fax Cover Sheets from this page if you have enabled the fax capabilities on your Business Communications Manager Click the Download Unified Messaging link that supports your language The File Download dialog box appears Click the Save button and save the application to where you want to install it After the application downloads double click it to launch the installation and follow the instructions in the installation wizard BCM 4 0 Unified Messaging Configuration Guide 20 Chapter 3 Installing and configuring Unified Messaging 9 The setup program starts and the Welcome window appears NORTEL Welcome to the CallPilot Desktop BAS Messaging Installation Wizard This wizard will guide you through the installation of CallPilot Desktop Messaging It is 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 running To continue click Next WARNING 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 maximum extent possible under law Help lt Beck Cancel
56. ified Messaging on a Windows 2000 system a message appears that prompts you to enter your user name and password 24 Click the Next button The installation progress bar appears and indicates that files are being copied CRTEL z NETWORKS pz r Current File Copying file CAPR GRA 1 Nortelnmdesk hlp r All Files Time Remaining minutes 2 seconds Cancel NO006061 1 Chapter 3 Installing and configuring Unified Messaging 25 25 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 river CA You must know the administrator logon name 2 and password for this computer to install the fax printer driver Continue fax printer driver installation w 26 Click the Yes button to continue If you are not already logged on with administrator privileges the Administrator Logon Information dialog box appears If you are logged on with administrative privileges this dialog box does not appear and you can go to step 27 Administrator Logon Information xj User Name Password Cancel 27 Enter your user name and password and click the OK button The Installation Complete screen appears Installation Complete E x N O RTEL CallPilot Desktop Messaging has been successfully installed NETWORKS Press the Finish button to exit this installation
57. il database manually on page 573 To enable the CallPilot address book the Lotus Notes Domino Server administrator must populate and maintain the CallPilot Public Address book on the server The administrator may choose to call NMLNADBK EXE as a scheduled task to automate the CallPilot Public Address Book update For more information refer to To set up the automatic update utility on page 58 NO006061 1 Chapter 3 Installing and configuring Unified Messaging 49 Configuring Unified Messaging in a Citrix Thin Client environment When publishing applications on the Windows Terminal Server the system administrator should manually update the program s command line This is required to provide access to the Nortel Fax Nortel Fax Batch printers This step may be skipped if access to the Nortel Fax Nortel Fax Batch printers is not required This step may also be skipped when publishing the Window s desktop Providing access to the Nortel Fax Nortel Fax Batch printers 1 Add double quotes around the original command line if not already present C Lotus Notes notes exe 2 Add the following text in front of the quoted command line for any application from which you wish to print not just Lotus Notes C Program Files Nortel CallPilot fax daemon P or in some cases A The command line should now read C Program Files Nortel CallPilot nda daemon A C Lotus Notes notes exe the use of A in this example as opposed to
58. ilbox exists but is not accepting messages at this time because it may be temporarily disabled Please try sending this message again later 26 The recipient s mailbox is full Please try sending this message again later 27 The message length exceeds the administrative limit for the sender s mailbox 28 The address is a mailing list and could not be expanded 29 The message was not delivered because a system problem occurred 30 The system storage has been exceeded Please try sending this message again later 31 The recipient s system is not accepting messages Please try sending this message again later 32 Some features in the message are not supported For example you may not be able to send a message with this media BCM 4 0 Unified Messaging Configuration Guide 78 Chapter 4 Troubleshooting Code Error message 33 Recipients are not able to receive messages with a private tag Please try sending the message again without the private tag 35 The system does not allow messages that are this large NOTE The maximum message length is 30 minutes 36 A problem occurred in the network Please try sending the message again later 37 An outgoing connection could not be made with the destination Please try sending the message later 38 A problem occurred during the transmission of your message 39 A directory server was un
59. k 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 Click Fix outbox NO006061 1 Chapter 4 Troubleshooting 69 Troubleshooting Lotus Notes logon 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 CallPilot Note In Lotus Notes 5 0 these views are accessible only from the View menu In Lotus gt 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 1 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 Note Even if the subscriber does not select the check box you can manually update the Mail database design Replace the Mail database design only if you have not customized Lotus Notes If you replace the databas
60. l 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 Messaging 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 1 2 Ensure the Business Communications Manager is not configured to use DNS 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 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 Note Before you check that the Business Communications Manager is not configured to use DNS ensure the Business Communications Manager is using a static IP address and DHCP is disabled Start Element Manager On the Configuration tab choose the Data Services folder The system tasks appear Choose the DNS task The Domain Name Service tab appears Ensure the Enable DNS box is not selected Ensure the Primary amp Sec Server IP Addr field is empty If it is not delete any entries To check that a Host Name is entered on the Business Communications Manager Start Element Manager On the Configuration tab choose the System folder The system tasks appear Choose
61. lation time 17 installing Unified Messaging 19 Integrated clients 8 definition 8 Lotus Notes 8 Novell GroupWise 8 Outlook 2000 8 Outlook 2002 8 Internet mail configuring clients 35 configuring Outlook Express or Outlook Internet Mail mode 36 configuring special settings for Outlook Express or Outlook Internet Mail mode 38 testing Outlook Express or Outlook Internet Mail mode IMAP account 39 Internet Mail clients error messages 77 Internet mail clients 8 definition 8 Eudora Pro 8 Netscape Messenger 8 Outlook 2002 8 Outlook Express 8 Outlook XP 8 Internet Message Access Protocol See IMAP IP addresses 14 L LDAP configuration settings 14 configuring directory services 37 directory name 37 directory services 37 server 14 Lightweight Directory Access Protocol See LDAP 14 Lotus Notes 8 Citrix configuration 57 configuring 33 mail database replacing 80 Mail database replacing 80 Message waiting indicator 76 Microsoft Outlook Internet mail mode 8 Outlook Express 8 Microsoft Outlook Citrix configuration 50 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 37 N Netscape Messenger 8 9 configuring 39 configuring IMAP account 39 configuring LD
62. lets you customize and send fax messages to multiple recipients using Microsoft Word Mail Merge utility If any of these options appear dimmed they are not supported by Unified Messaging for the type of e mail client you have chosen and the appropriate fax drivers are pre selected 23 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 is 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 Click the Browse button and browse to where you downloaded Unified Messaging Select CallPilotDesktopMessaging exe and click the Open button CallPilotDesktopMessaging exe appears in the Open box e To CallPilotDesktopMessaging exe add a d so that what appears in the Open box is now CallPilotDesktopMessaging exe a ld f Restart the Unified Messaging installation program If you are installing Un
63. lick the Next button The LDAP Server Settings screen appears LDAP Server Settings E x NORTEL EUN LDAP Server Settings LDAP server name or TCP IP address 47 65 138 214 Iv Anonymous logon Address book search base Jou users ou callpilot T y J H Ny cove 20 In the LDAP server or TCP IP address box verify that the LDAP Server name or IP Address is that of your system Ensure the Anonymous logon check box is not selected Do not change the information in the address book search base 21 Click the Next button The Ready to Install window appears QUE Ready to Install You are now ready to install CallPilot Desktop Messaging Press the Next button to begin installation or the Back button to reenter information Additional Options IV Install Fax Printer Driver I Install Fax Batch Driver for Mail Merge IV Update default mail profile gt Updete Lotus Notes maildatatase Update lotus Notes Personal Address Book Help Cancel 22 If you want to install the fax printer driver select the Install Fax Printer Driver box This driver lets you to save a document as a TIFF F You can send a TIFF F as a fax to other CallPilot subscribers If you want to install the fax batch driver select the Install Fax Batch Driver for Mail Merge BCM 4 0 Unified Messaging Configuration Guide 24 Chapter 3 Installing and configuring Unified Messaging box This driver
64. 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 and 2003 as an Internet mail client In Outlook 2002 and 2003 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 and 2003 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 MAP 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 CallPilot s
65. mand line of all published applications to provide access to the Nortel Fax Nortel Fax Batch printers Failure to do so prevents Citrix users from printing to the Nortel Fax Nortel Fax Batch printers Security The user does not have direct control over the file level access privileges of their CST file This may leave their CST files and the messages they contain playable or viewable by other users if the Windows Terminal Server system administrator has not properly secured these files Windows XP The Windows Terminal Server requires a Windows 2000 Server OS Windows XP is not a server OS and will not be supported as a Windows Terminal Server running Citrix Metaframe software Windows XP will be supported as a thin client running Citrix ICA software NO006061 1 63 Chapter 4 Troubleshooting This chapter is about e Troubleshooting during installation e Troubleshooting logon problems e Troubleshooting Outlook 2002 problems e Troubleshooting Lotus Notes logon problems e Troubleshooting after logging on 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 sugg
66. mpts for a Notes password when you access an application linked to Lotus Notes When Unified Messaging for Lotus Notes is installed you must enter the Notes password twice when you start Notes and the first time you access the Unified Messaging folder during the Notes session If desired users can disable the Notes password prompt for the Desktop Messaging folder To disable the Notes password prompt for Unified Messaging 1 In Notes choose File Tools User ID The Enter Password dialog box appears 2 Type your Notes password and then click OK The User ID dialog box appears Check the option Don t prompt for a password from other Notes based programs Click OK Configuring Novell GroupWise The administrator must first install Unified Messaging on the Windows Terminal Server Once this is done each Citrix Thin Client user must add Unified Messaging to their client computer Novell Default Settings mail profile Automatic Configuration Users can automatically add Unified Messaging to their Novell Default Settings mail profile by choosing Start gt Programs gt CallPilot Desktop Messaging gt Add CallPilot to Default Mail Profile The automatic Novell GroupWise configuration is only available when the Windows Terminal Server administrator has published the Window s desktop Otherwise all users must manually configure Novell GroupWise Manual Configuration Users can manually add Unified Messaging to their Novell Default
67. munications Manager or CallPilot 150 This decoding and encoding is done on the desktop client Audience This guide is for system administrators who configure and maintain CallPilot and Unified Messaging on a BCM system Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CLID Calling Line Identification DN Directory Number DNS Domain Name System IMAP Internet Message Access Protocol ISDN Integrated Services Digital Network LAN Local Area Network LDAP Lightweight Directory Access Protocol SMTP Simple Mail Transfer Protocol VPIM Voice Profile for Internet Mail BCM 4 0 Unified Messaging Configuration Guide 10 Chapter 1 Getting started Symbols and text conventions These symbols are used to Highlight critical information for the BCM system Caution Alerts you to conditions where you can damage the equipment j Danger Alerts you to conditions where you can get an electrical shock Warning Alerts you to conditions where you can cause the system to fail or work l improperly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed y or where the administrator needs to make a decision about the level of
68. n Name box contains the part of the subscriber s CallPilot mail address that comes after the at sign and click the Next button The New Account 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 To configure an LDAP directory service for Eudora Pro A OO N 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 direc
69. n use this procedure to remove the CallPilot Message Store from GroupWise To remove the CallPilot Message Store 1 5 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears In the list select CallPilot Unified Messaging for Novell GroupWise Click the Remove button The dialog window opens to confirm the deletion Click OK To configure GroupWise for Unified Messaging 1 2 Start GroupWise On the Tools menu click CallPilot point to CallPilot Configuration and click CallPilot Configuration Menu The CallPilot Unified Messaging dialog box appears BCM 4 0 Unified Messaging Configuration Guide 32 Chapter 3 Installing and configuring Unified Messaging 10 11 12 13 14 15 16 17 In the Server box enter the Business Communications Manager system name or IP address 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 On the Mail tab select Manually at Check for new messages Automatically Manually if the subscriber uses ISDN or dial up This option saves on
70. nd close CPTrace you receive a warning that File tracing is still enabled and you are asked whether you want to leave file tracing on Click Yes to leave file tracing enabled Window Window writes logs to the display window Erase Erase deletes the log file from the directory you defined for it A message appears that asks you to confirm the deletion Clear Clears the display window Save A Save As dialog box appears that you can use to save the trace toa 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 BCM 4 0 Unified Messaging Configuration Guide 86 Chapter 4 Troubleshooting NO006061 1 87 Index A Access to BCM 16 Accessing Help 82 BCM 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 Unified Messaging See Unified Messaging CallPilot Message Store 31 Citrix configuring Lotus Notes 57 configuring Mircrosoft Outlook 50 configuring Novell Groupwise 59 fax batch printers 49 feature limitations 61 installing Unified Messaging 48 Lotus Notes update database design 57 Microsoft Outlook manual configuration 51 Novell Groupwise manual configuration 59 supported platforms 48 CLAN IP address 35 Configuring access to BCM 1
71. nd 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 NO006061 1 Chapter 3 Installing and configuring Unified Messaging 43 Configuring Netscape Messenger deletions If subscribers use Netscape Messenger 6 2x you must configure their inbox to handle message deletion 1 Onthe Edit menu click Preferences The Mail amp Newsgroups account settings dialog box appears a File Edit View Search Go Message Tasks Help d d G4 dy a New Msg Aem ts veq2zziatanabj r6c Netscape 6 Mail 2227 tanabj r6 ca nor el com E INBOX g Local Folders Email M moe Messages E Drafts 3 Templates EBSent D S Compose a new messa Trash re Compose a new message amp j Read messages Mail amp Newsgroups Account Settings v 2227 tanabj r6 ca nortel com Server Settings Server Settings Copies and Folders Server Type IMAP Mail Server Addressing ServerName sss Offline amp Disk Space os Local Folders UG Outgoing Server SMTP Port Accounts Adva Fea a Server Settings A Search messages C Use secure connection 55L 7 Check for new mail at startup E Create message filters cheek for new messages every 10 minutes g Wien Idete anessa atese Te B Offline settings Mark it as deleted Z 7 Clean up Expunge Inbox on Exit C Empty Trash on Exit New Account
72. nfiguration Guide 42 Chapter 3 Installing and configuring Unified Messaging 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 6 2x 1 Onthe Edit menu click Preferences The Mail amp Newsgroups account settings dialog box appears tanabj r6 ca nortel com Netscape6 O O Z ioj xj a Ele Edt View Search Go Message Tasks Help oS c3 J B9 O23 d amp 3 d J amp Ub 22 S wa 2 X Q al al Seg New Mia a z Stop SS Name 7 1 3222T6tanabj r6 c 1E INBOX D Local Folders TA Place a copy in Local Folders sent Folder on ils Outgoing Server SMTP O other Ge z I Bcc lt 2227 tanabi r6 ca nortel com gt I Bcc another address Drafts and Templates T Keep message drafts in Drafts Folder on aros I O other Cadha select a foide zj Wl Keep message templates in DS Templates Folderon LocalFakders LY Nee iro has O other Gebers to selects folders C Set as Default C Show confirmation dialog when messages are saved l Remove Account C Ce Ce Bes SR Unread 0 Total 4 W of 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 a
73. ng faxes The system administrator must set up permission for each user to print faxes e Make the user a member of the administration or a power user group Or e Give the user modify permissions for the CallPilot or nda folder and subfolders Or e Manually create a user folder in the nda directory Citrix Thin Client Configuration overview Citrix Thin Client support allows users to access most of the features of the Unified Messaging Client in a Windows Terminal Server environment running Citrix software This environment provides a single point of administration for all users in the network When the system administrator installs Unified Messaging on the Windows Terminal Server users only need to perform minor if any configuration changes to use the application Once Unified Messaging has been configured using it in a Citrix Thin Client environment is nearly identical to using it in a Standard Desktop Client environment One of the few limitations of the Citrix Thin Client environment is the inability to adjust the client s speaker volume and microphone level Adjusting these settings only affects the Windows Terminal Server Therefore the speaker volume and microphone level controls are disabled in the CallPilot Audio Player Configuration differences from the standard Desktop Client environment are detailed in the following sections Configuring Microsoft Outlook The Citrix Administrator performs the following steps so Citri
74. ng on the Windows Terminal Server Once this is done Internet Mail Client users can follow the same instructions for using CallPilot as the standard Windows environment users NO006061 1 Chapter 3 Installing and configuring Unified Messaging 61 Feature Limitations There are some Unified Messaging feature limitations when you use a Citrix Thin Client Microsoft Outlook Users of CallPilot Desktop Messaging have the ability to toggle between the CallPilot and Standard E mail form This setting is maintained in the HKEY CLASSES ROOT registry key In a Citrix Thin Client environment all client computers refer to the same HKEY CLASSES ROOT registry key on the Windows Terminal Server As such only the system administrator can toggle between the Standard Email and CallPilot forms and the form they pick will apply to all users The CallPilot installer will default to the CallPilot form In a Citrix Thin Client environment all client computers must add CallPilot Desktop Messaging to their e mail program In a Standard Desktop environment this is handled automatically by installation Lotus Notes Users of the Lotus Notes CallPilot Desktop client must use the CallPilot Public Address Book located on the Lotus Notes Domino Server Audio Player There is a slight delay when the user clicks CallPilot Player buttons The user will not be able to adjust the speaker volume from the CallPilot Audio player CallPilot form or CallPilot
75. o use b Click Properties C Click E mail Accounts BCM 4 0 Unified Messaging Configuration Guide 52 Chapter 3 Installing and configuring Unified Messaging 3 Inthe E mail Accounts dialog box select Add a new e mail account and click Next NO006061 1 Chapter 3 Installing and configuring Unified Messaging 53 5 Select CallPilot Desktop Messaging and click Next E mail Accounts x perennial ee Oe Outlook supports these additional e mail server types Select the server type you want to connect to end click Next Additional Server Types Fax Mal Transport E 6 Click Open in the Create Open CallPilot Address Book File window Create Open CallPilot Address Book File HE Look jn tbender 7 ce Application Data L NetHood E Start Menu la test cpa Cockies Di outlook PAB l Templates le limn cpa Desktop E outiook PST a bcm cpa Favorkes IJPnntHood ie celipict cpa Local Settings 2 Recent lue labepOt cpa My Documents L SendTo amp notes cpa Hebe EEE Fiesolype CalPilot Address Book cpa z Cm p ZZ The default location in the Create Open Address Book File window is set to the user s profile section on the Windows Terminal Server The location of the user s profile in the default location prevents inadvertent access or overwrite of another user s files Nortel does not recommend changing the default location of the Address Book file If the Address Book l
76. ocation is changed conflict with other users can occur Initially changing the location of the Address Book File to a location shared by all users can seem worthwhile The system administrator then can maintain one copy of the Address Book to be shared by all users However a shared address book can contain entries SDLs BDLs or PDLs not applicable to all users While the CallPilot Server prevents unauthorized use of Address Book entries sharing the address book file among multiple users can cause confusion BCM 4 0 Unified Messaging Configuration Guide 54 Chapter 3 Installing and configuring Unified Messaging Since the address book files for all users are stored on the same computer users need to be aware of how secure their data is The level of security depends upon how the Windows Terminal Server has been configured by the system administrator Click Open in the Click Open in the Create Open CallPilot Message Store File window Create Open CallPilot Message Store File BE Look in amp ibender 7 Bc __NetHood E Sart Menu SS test cst Cookies CJOutlook PAB Templates ZS tin cst Desktop GDoutiook pst 33 bem cst Favorkes IPrintHood zi celipiot cst Loca Settings 2 Recent Sid labcpot est My Documents L SendTo 33 notes cst Xj am EO Fies of type CaPiot Message Store c2 Cancel A Nortel does not recommend changing the default location of the Message Store file If the user changes
77. on with the coordinating icon on HOLD whichever set you are using RELEASE Related publications This section provides a list of additional documents referred to in this guide Keycode Installation Guide N0060625 CallPilot Manager Set Up and Operation Guide N0027247 CallPilot 2 5 Unified Messaging User Guide for Internet Clients CallPilot 2 5 Unified Messaging User Guide for Lotus Notes CallPilot 2 5 Unified Messaging User Guide for Microsoft Outlook CallPilot 2 5 Unified Messaging User Guide for Novell GroupWise BCM 4 0 Unified Messaging Configuration Guide 12 Chapter 1 Getting started How to get Help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site http www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues signup for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on
78. pdated mail database makes all required modifications in Lotus Notes client initialization file NOTES INI and prompts the user to finalize the configuration by restarting the Lotus Notes client Note The administrator must download CallPilotLotusServerTools exe from the Business Communications Manager web page to manually update the mail databases The administrator can use the Lotus Notes Server Tools to e place CallPilot messages within the Lotus Notes Inbox with e mail messages e update the user mail database on the Lotus Notes Server configure the automatic update utility as a scheduled task to update the CallPilot address book stored on the Notes server Updating the mail database manually A Lotus Notes administrator can manually update one or more mail databases from the Lotus Notes server by running an update utility By running the update utility you can add the Unified Messaging folders and views to the user s mail database without affecting any previous customization to the database Alternatively a Lotus Notes administrator or user can replace the database design Replacement of the mail database removes all customization to the database Administrators and users should only replace the database under special circumstances Users may consider replacing database design only if they want CallPilot messages to be placed within the Lotus Notes Inbox along with e mail messages To update the database design from t
79. phones speakers and sound cards that are connected to the subscriber s computer are configured Refer to the manufacturer s documentation If the subscriber is going to install Unified Messaging and wants to install the Fax Printer Driver the subscriber must 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 the subscriber must have Windows Messaging 4 0 installed on their computer Windows Messaging is usually installed when Windows is 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 is already installed This ensures that the GroupWise option is available during Unified Messaging installation BCM 4 0 Unified Messaging Configuration Guide 18 Chapter 3 Installing and configuring Unified Messaging Fax feature requirements There are th
80. r versions earlier than 4 5 are incompatible with 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 BCM 4 0 Unified Messaging Configuration Guide 36 Chapter 3 Installing and configuring Unified Messaging Configuring Outlook Express or Outlook in Internet Mail mode If your Internet Mail client is Microsoft Outlook Express or Outlook use the following procedures Depending on the Internet client you use the options you see can be slightly different To configure an IMAP account on Outlook or Outlook Express 1 Start Outlook 2 Onthe Tools menu e if you use Outlook 2000 select Services e if you use Outlook 2002 or 2003 select E Mail Accounts The Internet Accounts screen appears 3 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 Th
81. ree new fax features added to CallPilot 2 5 Unified Messaging e Fax Mail Merge e Custom Fax Cover Sheets e Integrated Fax Messaging Controls The CallPilot Fax Mail Merge feature allows you to customize and send fax messages to multiple recipients using Microsoft Word s Mail Merge utility When you use the Fax Mail Merge feature you do not receive a delivery receipt to confirm the recipients received the fax You do receive a failure notification if any or all of the recipients do not receive the fax Note You must select the Install Fax batch driver for mail merge option during the installation of Unified Messaging to use the Fax Mail Merge feature The Custom Fax Cover Sheets allow you to customize your fax cover sheets from the CallPilot desktop client You can use any digital image as the basis for the cover sheet and customize it for each fax by providing sender information and a cover sheet memo This information is automatically merged with your cover sheet image when you fax the document Note You can download the Custom Fax Cover Sheets from the Ed Administrator Applications Unified Messaging page on the Business Communications Manager web page Integrated Fax Messaging Controls allow you to create CallPilot messages attach documents and view annotate and modify fax documents through the CallPilot custom form This feature is available only to the Windows Groupware clients Microsoft Outlook Lotus Notes and Novell G
82. ress Book E Note To download the address book you must have a valid CallPilot mailbox and password Contact your System Administrator if you do not have a password 10 If the Download CallPilot Address Book command is disabled on the actions menu complete the following steps a Open the callpilot nsf file in Designer Mode Select Actions gt Download CallPilot Address Book Select Edit gt Properties Ensure the Hide Action if Formula is True check box is not selected oa Oo c Close the Properties window The Download CallPilot Address Book command should be available To set up the automatic update utility 1 Run LNSERVER EXE if it has not already been run To avoid entering the Lotus Notes password multiple times configure Notes to share the Notes password with Notes programs For more information see Password prompts on page 59 Open the Public Address Book Navigate to Folders and Views Servers Program NO006061 1 Chapter 3 Installing and configuring Unified Messaging 59 4 Select Program and then click Add Program The Program page appears Type nmlnadbk exe in the Program name box Ensure the Command line box is empty Set Enabled disabled to ENABLED Select the time and frequency that you want the update utility to run N Oo QC Click Save and then close the dialog box Notes updates the address book based on the specified schedule Password prompts By default Lotus Notes pro
83. roupWise Uninstalling an earlier version of Unified Messaging If the subscriber has any version of Unified Messaging other than 2 5 on their computer uninstall it before you do the installation procedure To uninstall Unified Messaging 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 Click Control panel The Control Panel window opens NO006061 1 Chapter 3 Installing and configuring Unified Messaging 19 Click Add Remove Programs icon The Add Remove Programs properties dialog box appears In the list select Nortel Unified Messaging and click the Remove button The dialog window opens to confirm the deletion Click OK Installing Unified Messaging You install Unified Messaging from the Business Communications Manager web page To install Unified Messaging 1 2 Exit any Windows programs that are running Start a browser session and connect to the Business Communications Manager web page The Business Communications Manager Login dialog box appears Enter your user name and password and click the OK button The Welcome to Business Communications Manager page appears Click the User Applications link The User Applications page appears Click the Unified Messaging link The Unified Messaging download page appears There are two Download Un
84. s Manager system e For the user name type the part of the subscriber s CallPilot mail address that comes before the at sign e For the Outgoing mail SMTP server type the FQDN or IP address of the Business Communications Manager system e For the Outgoing mail server user name type the FQDN or IP address of the Business Communications Manager system To configure an LDAP directory service for Netscape Mail 7 0 Start Netscape On the Navigator menu select the Window menu and then choose Address Book The Address Book screen appears On the File menu select New and then choose LDAP Directory The Directory Server Property screen appears In the Name box type the name of the directory service In the Host Name box type the FQDN or IP address of the Business Communications Manager system In the Base DN box type ou users ou callpilot In the Port Number box type the port number for the LDAP server The default is 389 In the Bind DN box type the name that is used to authenticate log in to the LDAP server The name is the mailbox number Do not select the Use secure connection SSL check box NO006061 1 Chapter 3 Installing and configuring Unified Messaging 45 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 To configure an IMAP account on Eudora Pro 1 Double click the Eudora Pro icon Th
85. s 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 134 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 136 Your password will expire in n day s where n 1s the number of days BCM 4 0 Unified Messaging Configuration Guide 80 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 e mail 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 workstation or from the Notes server To replace the database design from the user s computer a fF Q N O o Oo 10 11 Log on to Lotus Notes on the subscriber s workstation Make a note of the version of Lotus Notes C
86. s 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 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 Iv c program files nortel nmdc testlog tat 116 04 26 090 CallPilot 1 07 09 03 Copyright 1999 2000 Nortel Netwd NO006061 1 Chapter 4 Troubleshooting 85 CPTrace settings The CPTrace settings are stored in the Windows registry The existing settings are used each time you run CPTrace Table2 CPTrace Settings CPTrace Settings Descriptions IMAP SMTP Logs all IMAP SMTP traffic Desktop client Logs internal Outlook Lotus Notes and GroupWise traffic Audio Player Logs Audio player traffic File File 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 1MB When the file size reaches 1MB 10 percent of the file is purged starting with the oldest data If you select the File check box a
87. t Mail clients lille 60 g unIEuLCLI CDD 61 Microsoft Outlaok ises enses REI RES b6Gatidetipnsctages 61 Egidio e MT c uc EP 61 PARNG FIRES aig x Uto aod a debo Ud p rcp arg Aue NIA RES M Rp DH IUE aD 4 61 Fax BDBICSBSEE uad da SO boo ded pad os eae Gaeta owe Cee ee bers Node dia 61 Di pm LT I TA S 61 BEi ipicp PP TTTT 62 rione m TE EET EEEE E E TE E 62 WECM E E EETA ET AE TE S E N EAEE SETAE TEIT 62 Windows AP coe cheb exec iiet ee ER Eee eRe a EEE OEE EES 62 Chapter 4 Troubleshooting ccc icccsendednned cent eee seats ane eee net RA nA KS 63 Troubleshooting during instalation isa sc aces Rh hac Rok eraren sabi eed aaaand 63 Troubleshooting logon problems iiis roi rere rh beds RE r iRRR EE 66 Troubleshooting Outlook 2002 problems isissilseless eee 68 Accessing CallPilot support tools in Outlook 2002 0 0c eee eee 68 Troubleshooting Lotus Notes logon problems llle 69 Troubleshooting after logging ON 4 si seu decks cee dak Mek e hk eren Ret ER rana 71 Internet Mail client error messages 0 0c eee cee eee 77 Replacing the mail database in Lotus Notes 000 0c eee eee eee 80 Accessing Unified Messaging online Help 2000 e eee eee eee 82 Using Unified Messaging Support Tools 0 0 00 eens 83 Resetting the CallPilot message store for Microsoft Outlook 83 CFAE drrorerinikirorada r aqq aA pd p er i etam E 84
88. t 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 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 The messages are downloaded again from Business Communications Manager to the client computer This feature is intended for system administrators and CallPilot product support BCM 4 0 Unified Messaging Configuration Guide 84 Chapter 4 Troubleshooting CPTrace You can use CPTrace to collect information about problems with any of the desktop clients that run CallPilot 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 trouble connecting to the Business Communications Manager system e CallPilot player problems e address book problems e problems with message compose reply forward delete and notification To use CPTrace you must understand Unified Messaging functionality and the corresponding components on the IMAP server Note Running CPTrace affects how CallPilot works It i
89. taching only TIFF F VBK WAV or TXT files to their messages Unified Messaging does not accept any other file types 5 Ifthe 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 is 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 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 it appears as Unknown For messages that are sent by people using Networking if the sender s name is not provided to the CallPilot system the Sender field appears as Unknown BCM 4 0 Unified Messaging Configuration Guide 74 Chapter 4 Troubleshooting The subscriber has problems with faxing Ifthe error message states that the message cannot be sent because part of the media cannot be converted or because the media is not supporte
90. tcalling 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 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 17 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 Business Communications Manager BCM 4 0 Unified Messaging Configuration Guide 14 Chapter 2 Configuring your system for Unified Messaging IMAP lets subscribers check
91. te To manually download the CallPilot Address Book 1 Make sure that Address Book People CallPilot window is the active window 2 Onthe Actions menu select Download CallPilot Address Book The dynamic link library nNOTES dll 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 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 NO006061 1 Chapter 4 Troubleshooting 71 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 1 Make sure that your Address Book People CallPilot window is the active window 2 Onthe Actions menu click Download CallPilot Address Book 3 Onthe View menu click Refresh 4 Make sure the CallPilot Address Book has been downloaded Outlook and GroupWise clients 1 Click Download CallPilot
92. the Identification task The System Identification tab appears Enter a system name in the System Name box if one is not entered A system name can be any name for example myCompany BCM 4 0 Unified Messaging Configuration Guide 16 Chapter 2 Configuring your system for Unified Messaging To configure access to the Business Communications Manager on a subscriber computer On each subscriber computer 1 Start Unified Messaging for the first time on the client 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 number The e mail client opens NO006061 1 17 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 Unified Messaging 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 any version of Unified Messaging other than 2 5 you must uninstall the earlier version before you do the installation procedure Refer to Uninstalling an earlier version of Unified Messaging on page 18 Ensure that the micro
93. the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to http www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller NO006061 1 13 Chapter 2 Configuring your system for Unified Messaging Before you install Unified Messaging Before using Unified Messaging e In Element Manager enable the Unified Messaging keycode and the optional Fax keycode For information on enabling software keycodes refer to the Keycode Installation 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 outcalling For information on setting the ou
94. 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 it only limits which character sets can be used to compose and send these messages Internet Mail client error messages Unified Messaging Internet Mail clients display error codes when a problem occurs Table 1 describes Unified Messaging error codes Table 1 Internet Mail client error messages Code Error message 6 Your message did not reach some or all of the intended recipients 16 The message was not delivered because an undefined problem occurred 17 There is a problem with the specified address Please verify the address 18 The external telephone number used in addressing the message could not be dialed Please verify the telephone number 19 The mailbox or telephone number is invalid Please confirm the address 20 The address is invalid Please verify the destination system 22 23 The mailbox address was at one time valid but mail is no longer being accepted Please confirm the address The mailbox exists but something at the destination mailbox caused your message not to be received Please try sending the message again later 24 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 25 The ma
95. tiate message playback Ask the subscriber to check the CallPilot player Status bar If it states Open Pending the subscriber should hang up the telephone Then click Computer on the player and click telset playback The phone rings again Tell the subscriber that if the Status bar still says Open Pending hang up again wait three to five minutes then try to play the message again If this problem persists contact your Nortel Customer Technical Support 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 is 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 BCM 4 0 Unified Messaging Configuration Guide 76 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 is no new message in the subscriber s Desktop Inbox This discrepancy can occur because messages are downloaded from the Business Communications Manager with the same frequency as e mail 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 yo
96. toll charges by not continuously checking for new messages on the Business Communications Manager system On the Mail tab select Include original message header when forwarding or replying if you have a fax keycode enabled This adds header information to each forward or reply so that Unified Messaging messages are consistent with other e mail messages Do not select Include original message header when forwarding or replying if you do not have fax enabled because the message will not be sent If you do not select Include original message header when forwarding or replying the forwarded message contains the CLID information but does not include the original sender s name or sent time Note When you choose to include the original message header when you forward or reply to a Unified Messaging message the Business Communications Manager treats the voice message as a fax On the Mail tab select Include cover page when forwarding fax If this option is selected the user will be able to choose and set a default cover page from a list of available cover pages Select the Remember password check box if the subscribers do 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 ever
97. ton To configure text formatting A WO N In Outlook on the Tools menu click Options Click the Mail Format tab In the Message Format section select Plain Text Click OK NO006061 1 Chapter 3 Installing and configuring Unified Messaging 31 Configuring Novell GroupWise This section describes 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 CallPilot 2 5 Unified Messaging User Guide for Novell GroupWise or the online Help Note If the subscriber uses Novell GroupWise the subscriber must have Windows Messaging 4 0 installed on their computer Windows Messaging is usually installed when Windows is 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 is 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 ca
98. tory service In the Host Name box type the FQDN or the IP address of the Business Communications Manager system Select the This server requires me to log on check box Then enter the Account Name and Password The account name is the mailbox number and the password is the mailbox password Click the Search Options tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout NO006061 1 Chapter 3 Installing and configuring Unified Messaging 47 11 In the Search Base box type the search base for the CallPilot directory The search base is ou users ou callpilot 12 Click the OK button You return to the Directory Services screen To test the Eudora Pro IMAP account 1 From your telephone 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 their Eudora Pro client BCM 4 0 Unified Messaging Configuration Guide 48 Chapter 3 Installing and configuring Unified Messaging Installing Unified Messaging in a Citrix Thin Client environment The system administrator of a Citrix Thin Client environment must install and configure Unified Messaging on the Windows Terminal Server before users can access it Unified Messaging should only be installed on the Windows Terminal Server do not install Unified Messaging on the client computer Supported Platforms Unified Messaging in t
99. u 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 The message is rejected because autotext is 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 ReplyAIlAttribution ReplyAttribution 3 Onthe 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 a fF WO N Select ICQ Express and click the Remove button Unified Messaging and ICQ will now both operate as expected NO006061 1 Chapter 4 Troubleshooting 77 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
100. x users can automatically configure Unified Messaging using Microsoft Outlook 1 Publish an application and call it CallPilot Desktop client or another name of their choice 2 Configure the Command Line field for the application to C V Windows directory system32 nmdcinst exe i default NO006061 1 Chapter 3 Installing and configuring Unified Messaging 51 and Working Directory to CV Windows directory Asystem32 3 Save the application Once the administrator had installed Unified Messaging on the Windows Terminal Server each Citrix Thin Client user must add Unified Messaging to their client computer s mail profile Automatic Configuration Users can automatically add Unified Messaging to their default e mail profile Users click on the published application that the Citrix Administrator created After the Citrix users run the published application Microsoft Outlook is configured for CallPilot and they do not run the application again Citrix users can also manually configure their Outlook profile Manual Outlook 2002 XP and 2003 Configuration The user can manually add Unified Messaging to any e mail profile in Outlook To manually configure Unified Messaging 1 Open the mail control panel applet 2 Inthe Mail Setup dialog box click E mail Accounts to add CallPilot to the current e mail profile or click Show Profiles to choose another profile If you click Show Profiles then a Select the profile you wish t
101. y 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 wish 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 subscribers do not use either the telephone or computer to listen to their messages on a regular basis NO006061 1 Chapter 3 Installing and configuring Unified Messaging 33 18 Click the Download file before playing check box if subscribers want to download messages before they play them After the message downloads subscribers can play the message additional times without delay and use GroupWise to forward it to another CallPilot subscriber 19 From the 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 20 Click the Apply button 21 Click the Volume Control tab 22 Select the default speaker and microphone volumes from this tab The microphone level can be changed only

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