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Nortel Networks Alteon Link Optimizer 150 User's Manual

1. CallPilot Desktop Messaging Installation and Maintenance Guide 24 Chapter 3 Installing and configuring Desktop Messaging 20 Click the Next button The installation progress bar appears and indicates that files are being copied Installing TRTEL lt NETWORKS ga Current File NORTE Copying file CAIN DOW SSS TEM Saniquick ese All Files Time Remaining minutes 20 seconds LTT TTT 21 Click the Finish button to complete the installation N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 25 Installing Desktop Messaging version 1 07 Load the CallPilot 100 150 CD in the CD ROM drive of your computer Double click the CD folder and double click the Optional Software folder Double click the Desktop Messaging folder Double click the folder for the 2 0 version of Desktop Messaging client a FF OO N Double click the setup exe icon The setup program starts and the Welcome window appears NORTEL Welcome to the CallPilot Desktop NETWORKS Messaging Installation Wizard This wizard will guide you through the installation of CallPilot Desktop Messaging lk 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 th
2. 39 Configuring special settings for Outlook Express or Outlook in Internet Mail mode 40 Testing the Outlook Express or Outlook in Internet Mail mode IMAP account 40 Configuring Netscape Messenger 4 x 0 0 ee ee 41 Configuring an IMAP account on Netscape Messenger 005 41 Configuring an LDAP directory service for Netscape Messenger 43 Configuring Netscape Messenger 6 2 0 00 cee eee eae 44 Configuring an IMAP account on Netscape Messenger 05 44 Configuring an LDAP directory service for Netscape Messenger 45 Testing the Netscape Messenger IMAP account 0 0000 eee ees 45 CoG EOGO FIO eee ee ee ee eee eee ee ee ee ee 46 Configuring an IMAP account on Eudora Pro 0 000 cece ee 46 Configuring an LDAP directory service for Eudora Pro 00005 48 Testing the Eudora Pro IMAP account 00 ccc ee 48 Chapter 4 Picci ee ee ee 49 Troubleshooting during installation 0 ccc ee eee 49 Microsoft Outlook default mail client 0 0 0 0 0 cee 50 No authorization to perform this operation 0 0000 cee eee eee 50 Troubleshooting log on problems 000 cee ees 52 ONG CICCENNGS ica ew edie redo 4 de ASS GS Pde SSH es SLEDS ER ORE 52 CallPilot Logon Failure isda ndscwciscanrsencddianvtesadobakin dn nada 52 Troubleshooting Outlook 2002 problems 0 0 0 0 ccc eens 53 Accessing CallPilot support to
3. Note In Lotus Notes 5 0 these views are accessible only from the View menu In Lotus Notes 5 0 subscribers must log on to CallPilot before they can download the address book In Lotus Notes 6 0 these views are accessible from the Contacts menu Subscribers cannot see CallPilot Desktop Messaging When the subscriber logs on they do not see Desktop Messaging Verify that the subscriber is in Folders and Views 2 If they do not see Desktop 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 m 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 database 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 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 cpmail6OnItf file Use File gt Database gt Open to a
4. 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 Desktop 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 Desktop 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 access This update creates a new view CallPilot Desktop Messaging in Lotus Notes To update a CallPilot subscriber Mail database from the server 1 Install CallPilot Desktop Messaging on the Lotus Notes server computer by running Server se
5. lt client directory gt e for Microsoft Outlook in nmdc e for Lotus Notes in nmin e for GroupWise in nmgw Using CPTrace To use CPTrace double click the CPTrace exe in the corresponding desktop client directory CPTrace N0008714 02 Chapter 4 Troubleshooting 65 CP Trace settings The CPTrace settings are stored in the Windows registry The existing settings are used each time you run CPTrace Writes logs to a file Check this box and type a file name and extension to maintain the log You can include a directory path such as c my player When you close CPTrace with the File check box selected the Desktop client continues to write information to the file selected This slows down the Desktop operation slightly The log file never gets larger than 1Mbyte When the file size reaches 1Mbyte 10 percent of the file is purged starting with the oldest data If you select the File check box and close CPTrace you receive a warning that File tracing is still enabled and asking if you want to turn off tracing Click Yes to leave file tracing enabled Writes logs to the display window Deletes the log file from the directory you defined for it A message appears that asks you to confirm the deletion A Save As dialog box appears that you can use to save the trace toa text file The default file name is CP Trace txt This file is stored in a temporary directory Always on top Check this box to keep the CPTrace tool on top of
6. section in the Server Name box type the FQDN of the CallPilot 100 150 system If your network does not use DNS type the IP address instead of the FQDN Click the Next button The User Name page shows the subscriber s mailbox number the part of the subscriber s CallPilot mail address that comes before the sign N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 45 12 Click the Next button The Account Name page appears 13 Type a name for the CallPilot mailbox to help the subscriber to identify it in Netscape Mail 14 Click the Next button The Congratulations page appears 15 Verify your CallPilot mailbox information and click the Finish button 16 On the Edit menu select Mail amp Newsgroups Account Settings 17 Inthe Server Settings panel at select Check for new messages every 10 minutes and change it from 10 minutes to 1 minute 18 From the When I delete a message setting select Move it to the Trash folder to Mark it as deleted 19 Make sure that the Clean up Expunge Inbox on Exit setting is selected 20 In Copy and Folder Settings panel from the Sent folder on setting select Local Folders 21 From the Drafts folder on setting select Local Folders 22 From the Templates folder on setting select Local Folders 23 Click the OK button Configuring an LDAP directory service for Netscape Messenger On the Edit menu select Preferences Double click Mail amp New
7. 2000 16 Outlook 98 16 Outlook Express or Outlook Internet Mail mode configuring 37 R Related documents 8 S Servers IMAP 12 LDAP 12 SMTP 12 Simple Mail Transfer Protocol See SMTP 12 SMTP server 12 server name 38 SMTP VPIM 52 SMTP VPIM prefix 15 33 37 41 49 Support tool CPTrace 64 reset CallPilot message store for Microsoft Outlook 98 2000 63 N0008714 02 T Timeout 39 Search timeout for Eudora Pro 48 Troubleshooting after logging on 56 Outlook 57 Outlook and GroupWise 56 Desktop Messaging support tools 63 during installation 49 logon problems 52 obtaining the Desktop Messaging version number 49 update CallPilot user Mail database for administrator 50 U Uninstalling earlier version of Desktop Messaging 16 V VPIM Networking 12 W Windows Messaging 4 0 15 33
8. CallPilot Manager Set Up and Operation Guide e If you are installing Desktop Messaging for subscribers who use Outlook 98 or Outlook 2000 make sure their clients are set to the proper mode For more information refer to Software requirements on page 8 Desktop Messaging and data network security Due to the complexity and diversity of network configurations this guide does not cover data network security issues Discuss security issues with a security specialist or data network administrator CallPilot Desktop Messaging Installation and Maintenance Guide 12 Chapter 2 Configuring your system for Desktop Messaging Configuring IMAP LDAP SMTP servers for Desktop Messaging CallPilot supports IMAP LDAP protocols which let Desktop Messaging subscribers access their CallPilot mailboxes using Microsoft Outlook Lotus Notes Novell GroupWise and selected third party Internet mail clients Microsoft Outlook Express 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 Desktop Messaging on page 15 Although you individually configure each desktop client you configure CallPilot 100 150 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 u
9. Install Tou are now ready to install CallPilot Desktop Messaging Press the Next button to begin the installation or the Back button to reenter the installation information Addthonal Options I Install Fax Printer Driver I Update default mail profile Wodete Lotus Hotes databases Cancel N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 29 If you are installing Desktop Messaging for Lotus Notes you must enter your Lotus Notes password before the installation process continues The Desktop Messaging installation program tries to detect Lotus Notes by searching for the notes ini file on the hard drive If the file 1s 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 Desktop Messaging for Lotus Notes To disable Lotus Notes detection a Quit the Desktop Messaging installation program b Click the Start button and click Run The Run dialog box appears In the Open box type setup exe Id Restart the Desktop Messaging installation program If you are installing Desktop Messaging on a Windows NT or a Windows 2000 system a message appears that prompts you to enter your user name and password 19 Click the Next button The installation progress bar appears and indicates that files are being copied Installing Ea RTEL a METWORKS sa Current File Copying file CAWINDO
10. N Double click the setup exe icon The setup program starts and the Welcome window appears NORTEL Welcome to the CallPilot Desktop NETWORKS Messaging Installation Wizard This wizard will guide you through the installation of CallPilot Desktop Messaging lk 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 arw portion of it may result in severe civil and criminal penalties and will be prosecuted to the masimum extent possible under law Cancel 6 Click the Next button The Language screen appears Language Please select a language for CallPilot The language you select must be installed on your computer Language 7 From the Language list box select the language you want to use CallPilot Desktop Messaging Installation and Maintenance Guide 20 Chapter 3 Installing and configuring Desktop Messaging 8 Click the Next button The Destination Folder screen appears Destination Folder Please select the location where CallPilot files should be Installed RTEL NETWORKS Destination Folder C Program Files Nortel WetworksCallPilot Browse Cancel 9 Click the Next button to accept the default directory or c
11. Norwegian e Swedish e Brazilian Portuguese CallPilot Desktop Messaging Installation and Maintenance Guide 18 Chapter 3 Installing and configuring Desktop Messaging Installing only the CallPilot Player If you want only the CallPilot Player functionality of Desktop Messaging you can install only the CallPilot Player component With the CallPilot Player you can record greetings prompts or names as a vbk file and convert the files from wav to vbk format You can import the recorded files into your CallPilot system using CallPilot Manager See the CallPilot Manager Setup and Operation Guide for how to import recorded files To install only the CallPilot Player follow the instructions for installing Desktop Messaging but during the installation select only the language and the destination you want to install the CallPilot Player in Do not select e Email client e Server settings e Mailbox number On the Ready to Install screen leave the default mail client selected This will install only the CallPilot Player and not Desktop Messaging N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 19 Installing Desktop Messaging version 2 0 or 2 5 Load the CallPilot 100 150 CD in the CD ROM drive of your computer Double click the CD folder and double click the Optional Software folder Double click the Desktop Messaging folder Double click the folder for the 2 0 or 2 5 version of Desktop Messaging a FF OO
12. Service Options wizard appears 5 Make sure that Corporate or Workgroup is selected If it is not already selected select it and complete the rest of the wizard Note If the subscriber uses Outlook 98 refer to the Knowledge Base at the Microsoft website for information about configuring Outlook 98 in Corporate mode N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 17 Installing Desktop Messaging You install Desktop Messaging from the CallPilot 100 150 Documentation and Client Software CD Be sure to install the version of Desktop Messaging that is right for your system Refer to e Choosing which version of Desktop Messaging to install on page 17 e Installing Desktop Messaging version 2 0 or 2 5 on page 19 e Installing Desktop Messaging version 1 07 on page 25 Choosing which version of Desktop Messaging to install Which version of Desktop Messaging you should install depends on your language requirements Supported languages Desktop Messaging 2 0 and 2 5 support e English e Chinese Traditional and Simplified e Japanese e Dutch e German e French e Italian e Spanish Note If you want to use Lotus Notes 6 you must have version 2 0 installed If you want to use Danish Norwegian Swedish or Brazilian Portuguese you must use version 1 07 as these languages are not supported on CallPilot 3 0 You can install version 1 07 if you use e Italian e Spanish e Danish e
13. be configured to send mail to CallPilot since only one SMTP server can be configured You must set up a different Netscape subscriber profile You need Netscape Messenger 4 5 or later Netscape Messenger versions prior to 4 5 are incompatible with CallPilot Desktop Messaging Configuring an IMAP account on Netscape Messenger 1 10 11 Start Netscape Messenger On the Edit menu select Preferences From the Mail amp Newsgroups category select Identity The Preferences screen appears In the Your name box type the subscriber s name In the Email address box enter the subscriber s email address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local CallPilot 100 150 system gt For example 198887002 voiceuser factor com where e 19888 is the SMTP VPIM prefix e 7002 is the subscriber s CallPilot mailbox number e voiceuser factor com is the FQDN of the CallPilot 100 150 system If your network does not use DNS then use lt hostname gt localdomain as the FQDN where hostname is that of the CallPilot 100 150 system From the Mail amp Newsgroups category select Mail Servers The Preferences screen appears Click the Add button The Mail Servers Properties screen appears with the General tab displayed In the Server Name box type the FQDN of the CallPilot 100 150 system In the User Name box type the part of the subscriber s CallPilot mail address that comes before the sign In the Check
14. for mail every __ minutes box type how frequently you want Netscape Messenger to check for new messages Select the IMAP tab CallPilot Desktop Messaging Installation and Maintenance Guide 42 Chapter 3 Installing and configuring Desktop Messaging 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 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 CallPilot 100 150 system In the Outgoing mail server user name box type the FQDN or IP address of the CallPilot 100 150 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 From the Mail amp Newsgroups category select Copies and Folders and make sure all the check boxes are clear From the Mail amp Newsgroups category select Formatting From Message formatting select Use the plain text editor to compose messages From the Mail amp Newsgroups category select Return Receipts From If I request a receipt when sending a message I wan
15. information available the fully qualified domain name FQDN of CallPilot 100 150 or the IP address if you do not have a DNS the SMTP VPIM prefix of CallPilot 100 150 If you use Message Networking include this prefix the subscriber s mailbox number Note If the subscriber uses Novell GroupWise they must have Windows Messaging 4 0 installed on their computer This is normally the case 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 1s already installed This ensures that the GroupWise option is available during Desktop Messaging installation CallPilot Desktop Messaging Installation and Maintenance Guide 16 Chapter 3 Installing and configuring Desktop Messaging Uninstalling an earlier version of Desktop Messaging If the subscriber has Desktop Messaging 1 06 or earlier on their computer uninstall it before you do the installation procedure To uninstall a previous version of Desktop Messaging 1 Quit any open applications including the Desktop Messaging installation program If you use Microsoft Outlook it can take an additional minute or two for the mail services to shut down Click the Windows Start button point to Programs point to Nortel Networks CallPilot Desk
16. not able to access Desktop Messaging These steps are applicable only in a DNS enabled environment 4 Ensure that DNS is configured on this computer Under TCP IP properties click the DNS tab Ensure that a DNS server is listed Verify that it is the correct IP address for the DNS server 5 Check with the DNS administrator whether the server name is in the DNS server Verify that the correct hostname is configured in the DNS server 6 Check that the CallPilot FQDN is properly configured in the DNS server CallPilot Logon Failure The subscriber sees a message that their computer is not connected to the network Outlook CallPilot Logon Failure i Your computer does not appear to be connected to the network Would you like to retry the connection or work offline o4lar 640 04 13303 17775 Copyrights Microso Corporation 1995 2001 All rights reserved This program is protected by US and intermational copyright laws as described in Help About Tell the subscriber to contact their network administrator N0008714 02 Chapter 4 Troubleshooting 53 Troubleshooting Outlook 2002 problems These are issues with how Desktop Messaging works with Outlook 2002 These issues should be resolved with a future Outlook service release patch from Microsoft Sending messages When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot window Outlook does not automatically send the message when the
17. subscriber clicks the Send button To send the message the subscriber must click the Send Receive button on the Outlook toolbar We recommend subscribers install Outlook SP 1 from Microsoft which fixes this issue Accessing CallPilot support tools in Outlook 2002 This section describes how to use CallPilot support tools specific to Desktop Messaging for Outlook 2002 To reset the CallPilot Message Store in Outlook 2002 h 4 On the subscriber s computer press the Ctrl and Shift keys In Outlook on the Tools menu click Send Receive Accounts CallPilot Transport Continue to press the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box appears Click Reset Mailbox To access the Outbox Fix utility in Outlook 2002 1 In Outlook on the Tools menu click E mail accounts The E mail Accounts wizard appears Select View or change existing e mail accounts and then click Next In the e mail account list select CallPilot Desktop Messaging While you press the Ctrl and Shift keys click Change The CallPilot Outbox Fix dialog box appears Click Fix outbox CallPilot Desktop Messaging Installation and Maintenance Guide 54 Chapter 4 Troubleshooting Troubleshooting Lotus Notes log on problems When Desktop Messaging is installed Desktop 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
18. the Encode text using list box select None g Click the OK button h Click the OK button e If the subscriber uses Outlook 98 a On the 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 2 Ifthe subscriber has addresses from the CallPilot LDAP directory in their Outlook Express or Outlook 98 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 Testing the Outlook Express or Outlook in Internet Mail mode IMAP account 1 Use your telephone to log on to your CallPilot mailbox 2 Compose atest voice message and send it to the subscriber 3 Have the subscriber check that the message appears in their Inbox N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 41 Configuring Netscape Messenger 4 x If the subscriber uses Netscape Messenger version 4 x as their Internet Mail client use these procedures If the subscriber uses Netscape Messenger 6 2 refer to Configuring Netscape Messenger 6 2 on page 44 Notes If the subscriber uses Netscape with POP for email Netscape cannot be configured with IMAP at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their email Netscape cannot
19. 0 150 system gt For example 14165556003 voiceserver ca result com where e 1416555 is the SMTP VPIM prefix If you use Message Networking include this prefix e 6003 is the CallPilot mailbox number e voiceserver ca result com is the FQDN of the CallPilot 100 150 system If your network does not use DNS enter lt hostname gt localdomain as the FQDN where the hostname is that of the CallPilot 100 150 system or if you are not using a DNS environment instead of the FQDN type the IP address of the CallPilot Click the Next button The E Mail Server Names screen appears From the list box choose IMAP as the incoming mail server type In the Incoming mail server box type your FQDN or if you are not using a DNS environment type the IP address of the CallPilot In the Outgoing mail server box type your FQDN or if you are not using a DNS environment type the IP address of the CallPilot Click the Next button The Internet Mail Logon screen appears with the subscriber s IMAP account name displayed In the Password box type the subscriber s CallPilot mailbox password Do not select the Log on using Secure Password Authentication SPA check box Click the Next button The Internet Connection Wizard Internet Mail Logon screen appears In the Account name box type the subscriber s SMTP VPIM prefix and mailbox number In the Password box type the subscriber s mailbox password Click the Next button The Internet Con
20. 00 2002 XP and 2003 e Lotus Notes 4 6x 5 x 6 x including 6 5 e GroupWise 6 x including 6 5 Note If you want to use Lotus Notes 6 you must have version 2 0 installed To install Desktop Messaging for Lotus Notes you must have manager or designer control of the user s mail database This control is set on the server by the Lotus Notes administrator Note Desktop Messaging does not support the Microsoft Windows Terminal Server running the Citrix client Internet Mail clients You can use Desktop Messaging with these IMAP Internet clients e Microsoft Outlook Express 5 x and 6 x e Microsoft Outlook 2000 2002 XP and 2003 in Internet mail mode e Netscape Messenger Netscape Communicator 6 2x 7 0x e Qualcomm Eudora Pro 6 0 1 Operating systems e Windows 98 SE e Windows 2000 Professional e Windows XP Related documents For information about how subscribers use CallPilot Desktop Messaging refer to the e CallPilot 100 150 Desktop Messaging Quick Reference Guide e CallPilot Unified Desktop Messaging online Help and online guides e CallPilot Reference Guide for CallPilot 100 150 For information about setting up CallPilot Message Networking refer to the e CallPilot Message Networking Set Up and Operation Guide e CallPilot Manager Set Up and Operation Guide N0008714 02 Chapter 1 Requirements for installing Desktop Messaging 9 Where to get help USA and Canada Authorized Distributors ITAS Technical Support Tel
21. 100 150 system Click the Search Options tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout In the Search Base box type the search base for the CallPilot directory The search base is ou users ou callpilot Click the OK button You return to the Directory Services screen Testing the Eudora Pro IMAP account 1 2 3 From your telephone to log on to your CallPilot mailbox Compose a test voice message and send it to the subscriber Have the subscriber check that the message appears in their Eudora Pro client N0008714 02 49 Chapter 4 Troubleshooting This chapter is about e Troubleshooting during installation e Troubleshooting log on problems e Troubleshooting Outlook 2002 problems e Troubleshooting Lotus Notes log on problems e Troubleshooting after logging on e Accessing Desktop Messaging online Help e Using Desktop Messaging Support Tools e Using CPTrace This chapter discusses problems that subscribers can experience with Desktop Messaging The troubleshooting information is divided into problems and suggested solutions Based on the expertise of subscribers you can ask them to do some of the troubleshooting procedures If the suggested solution does not correct the problem contact your Nortel Networks representative The problems discussed here apply to all clients unless otherwise noted Perform the suggested solutions from the desktop computer or
22. Part No NO008714 02 22 November 2004 CallPilot 100 150 Desktop Messaging Installation and Maintenance Guide NORTEL NETWORKS 2 CallPilot 100 150 Desktop Messaging Installation and Maintenance Guide Copyright 2004 Nortel Networks All rights reserved 2004 The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks NA Inc The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license The software license agreement is included in this document Trademarks NORTEL NETWORKS is a trademark of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners N0008714 0 1 Contents Chapter 1 Requirements for installing Desktop Messaging 0000000es 7 About CallPilot Desktop Messaging 2 0 00 eee ete eee 7 Hardware requirements 2 0 00 ccc ee eee eee eas 7 Optional hardware 0 ccc ee eee eee eee 7 Software re
23. WS 4547 S T EM Ararmquick exe All Files Time Remaining minutes 20 seconds HEBEBe 20 Click the Finish button to complete the installation CallPilot Desktop Messaging Installation and Maintenance Guide 30 Chapter 3 Installing and configuring Desktop Messaging After you install Desktop Messaging After you install Desktop Messaging Set the default email client Configure access to Desktop Messaging on subscribers computers Set the Timezone and Daylight Savings Time setting in CallPilot Manager To set the default email 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 email client is displayed select the correct email client from the E mail list box and click the OK button To configure access to Desktop Messaging on subscribers computers On each subscriber computer 1 Start Desktop Messaging for the first time on the client computer The Desktop Messaging Logon page appears In the Server box type the IP address In the Password and Mailbox boxes enter the subscriber s password and mailbox numbers The email client opens To set the Timezone and Daylight Savings Time settings 1 Start CallPilot Manager F
24. age Outlook Express inserts a text comment Desktop Messaging does not support this type of text comment For replying to a message tell the subscriber to clear the Include Message In Reply option at Options ie fe Be ayes Spelling Security Connection Maintenance General Read Receipts Send Compose Signatures Sending Ca Save copy of sent messages in the Sent Items folder P Erek i M Send messages immediately a aee e ieee es Re i M Automatically put people reply to in my Address Book a He Automatically complete e mail addresses when composing o ai C inclide messege intep o n e ee Iw Reply to messages using the format in which they were sent MalSending Formati ears recesses AEE E omnes 4 Mae S a HTML Settings Plain Text Settings _ n Plain Text creates ae eater alee News Sending Format Ta HTML ea ei HTML Settings Plain Text Settings ee e ane o oe i a i Cancel Apply For forwarding messages there is no option in Outlook Express to prevent inserting text when forwarding messages The subscriber must manually remove the text content from the message After the text has been removed the message can be sent with the forwarded voice attachments CallPilot Desktop Messaging Installation and Maintenance Guide 62 Chapter 4 Troubleshooting Accessing Desktop Messaging online Help Desktop Messaging for Microsoft Outlook Novell GroupWise and Lo
25. ail mode on page 37 12 Click the Next button The CallPilot Server Settings screen appears CallPilot Server Settings CallPilot Server Settings RTEL NETWORKS Server name or TCPVIP address Server SMT PAYPIM pretis lt Back Cancel 13 In the Server Name or TCP IP Address box type the FQDN or IP address of the CallPilot 100 150 system 14 In the Server SMTP VPIM prefix box type the SMTP VPIM prefix of the CallPilot subscriber s address If CallPilot Networking is not enabled leave this box blank otherwise enter the value from the Local Prefix field of the Digital Networking Properties page in CallPilot Manager CallPilot Desktop Messaging Installation and Maintenance Guide 22 Chapter 3 Installing and configuring Desktop Messaging 15 Click the Next button The CallPilot Mailbox Number screen appears CallPilot Halbox Number NORTEL NETWORKS CallPilot Mailbox Number Please enter your CallPilot Mailbox Humber Mailbox Back Cancel 16 Enter the subscriber s mailbox number The mailbox number is usually the subscriber s extension number 17 Click the Next button The LDAP Server Settings screen appears LDAP Server Settings LDAP Server Settings LOAP server name or TOPAIP address i Anonymous logon Address book search base Jou users ou callpilat Back Cancel 18 In the LDAP server name or TCP IP address box type the LDAP server name or TCP IP address of
26. as is Install the Complete Windows Messaging system even if Windows Messaging 1s already installed This ensures that the GroupWise option is available during Desktop Messaging installation Removing the CallPilot Message Store When you install Desktop Messaging on the computer of a subscriber who uses GroupWise the folder is added to the subscriber s GroupWise mailbox You or the subscriber can use this procedure to remove the CallPilot Message Store from GroupWise To remove the CallPilot Message Store 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears In the list select CallPilot Desktop Messaging for Novell GroupWise Click the OK button Configuring GroupWise for Desktop Messaging 1 2 Start GroupWise On the Tools menu click CallPilot point to CallPilot Configuration and click CallPilot Configuration Menu The CallPilot Desktop Messaging dialog box appears In the Server box enter the CallPilot 100 150 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 CallPilot Desktop Messaging Installa
27. creen appears Click the Properties button and then click the Advanced tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout If the subscriber expects to do directory searches that return more matches than the number shown increase the number in the Maximum number of matches to return box In the Search base box type the search base for the CallPilot directory The search base 1s ou users ou callpilot Click the OK button The Internet Accounts screen appears again If the subscriber wants to check for addresses in the CallPilot LDAP directory click the Set Order button The Directory Services Order screen appears If necessary use the Move Up or Move Down buttons to position the CallPilot LDAP directory in the search order Click the OK button The Internet Accounts screen appears Click the Close button CallPilot Desktop Messaging Installation and Maintenance Guide 40 Chapter 3 Installing and configuring Desktop Messaging Configuring special settings for Outlook Express or Outlook in Internet Mail mode 1 Select the settings for the type of Outlook the subscriber uses e If the subscriber uses Outlook Express a On the Tools menu click Options The Options screen appears b Click the Send tab From Mail sending format select Plain Text Click the Plain Text Settings button The Plain Text Settings screen appears p From Message format select MIME From
28. dd the mail database icon that you are going to update Select this icon Select File gt Database gt Replace design oF O N In the Replace Database Design window select the Show advanced templates check box N0008714 02 Chapter 4 Troubleshooting 55 6 Make sure that e the Inherit future design changes check box is selected e Hide formulas and LotusScript is not selected Select CallPilot Mail R5 0 or R6 0 depending on which version of Lotus Notes you use Click Replace Press F9 to refresh the window and display the names No entries in CallPilot Personal Name and Address Book While in the Personal Name and Address Book window the subscriber selects People CallPilot and does not see any entries in the CallPilot Address Book Ask the subscriber to download the CallPilot Address Book manually and update the Personal Address Book template To manually download the CallPilot Address Book 1 Make sure that Address Book People CallPilot window is the active window 2 On the Actions menu select Download CallPilot Address Book The dynamic link library nNNOTES dIl could not be found in the specified path 1 On your desktop right click the Lotus Notes icon select Properties and then click the Shortcut tab Examine the properties of your Lotus Notes shortcut Verify the path in the Start in box Note Usually when Lotus Notes creates a shortcut it puts a working directory in this box 4 Add or update th
29. ddress book Click the Apply button Click the Audio tab Select the Choose audio device before each audio session check box if the subscriber does not use either the telephone or computer to listen to their messages on a regular basis Click the Download file before playing check box if the subscriber wants to download messages before they play them After the message downloads the subscriber can play the message additional times without delay and use GroupWise to forward it to another CallPilot subscriber From the Audio device setting select either Computer or Telephone as the playback and recording device If you select Telephone enter a telephone number and click Add All telephone numbers are stored which is useful if the subscriber listens to or records messages from multiple locations Click the Apply button Click the Volume Control tab Select the default speaker and microphone volumes from this tab The microphone level can be changed only from this dialog box The subscriber can change the volume level and the volume control on the player from this dialog box The selected volume level is used for future player sessions Click OK to save your changes and close the dialog box N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 35 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
30. e 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 CallPilot Desktop Messaging Installation and Maintenance Guide 56 Chapter 4 Troubleshooting 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 View menu click Refresh 3 Make sure the CallPilot Address Book has been downloaded Outlook and GroupWise clients 1 Click Download CallPilot Address Book 2 If it responds with 0 entries found verify that the search base is correct The subscriber has message access problems The subscriber has modified the settings so that they are now correct but the subscriber still cannot access their messages If you modified the settings while Desktop Messaging was open close and reopen Desktop 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 t
31. ead the subscriber can manage all Exchange server IMAP and POP server and Web based e mail accounts from the same interface This section describes how to configure Outlook 2002 as an Internet mail client that works with Desktop Messaging for Internet Mail clients If the subscriber uses Desktop Messaging with an Exchange Server you should install Desktop Messaging for Outlook on their computer The Desktop 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 server gt e Logon Information Type the subscriber s CallPilot mailbox number and password in the boxes CallPilot Desktop Messaging Installation and Maintenance Guide 32 Chapter 3 Installing and configuring Desktop Messaging e Do not select the Log on using Secure Password Authentication SPA check box e Server Information Enter the CallPilot fully qualified domain name FQDN fo
32. email Netscape cannot be configured to send mail to CallPilot since only one SMTP server can be configured You must set up a different Netscape subscriber profile Configuring an IMAP account on Netscape Messenger O oo A QO 10 11 Start Netscape Messenger On the Tasks menu select Mail amp Newsgroups If there are no email accounts configured the Account Wizard appears If the Account Wizard appears go to step 4 Otherwise the Mail amp Newsgroups window appears On the File menu select New and click Account Select ISP or email provider and click the Next button In the Your name box type the subscriber s name In the Email address box enter the subscriber s email address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local CallPilot 100 150 system gt For example 198887002 voiceuser factor com where e 19888 is the SMTP VPIM prefix e 7002 is the subscriber s CallPilot mailbox number e voiceuser factor com is the FQDN of the CallPilot 100 150 system If your network does not use DNS then use lt hostname gt localdomain as the FQDN where hostname is that of the CallPilot 100 150 system Click the Next button The Server Information page appears In the Incoming Server section select IMAP In the Server Name box type the FQDN of the CallPilot 100 150 system If your network does not use DNS enter the IP address in the form N N N N instead of the FQDN In the Outgoing Server SMTP
33. empty attachment and try sending the message again Test whether you can ping CallPilot 100 150 1 At the DOS prompt type ping lt CallPilot 100 150 FQDN gt If the response is request timed out then type ping lt CallPilot 100 150 IP address gt Note If there is a reply then the CallPilot 100 150 FQDN has not been properly configured to your Domain Name System DNS Contact your DNS administrator for assistance If there is no reply verify that CallPilot 100 150 can be reached on your LAN Contact your IS administrator for help Verify that CallPilot 100 150 is up and running Non delivery notification The subscriber receives non delivery notifications for messages Ask the subscriber to verify that they have a valid attachment type Ask the subscriber to make sure that their mailbox is not full Ask the subscriber to make sure that they are addressing the message correctly See Address Formats in the online Help Ask the subscriber to ensure that they are attaching only VBK or WAV files to your messages Desktop Messaging does not accept any other file types If the subscriber is sending to a remote location ask the subscriber to verify that the address is valid and still exists Ensure that the subscriber has the capability to dial the number Refer to the Cal lPilot Manager Set Up and Operation Guide Verify that the remote server is responding by issuing a network command on CallPilot 100 150 I
34. ephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express Routing Code ERC 196 If you do not yet have a PIN Code or for general questions and first line support you can enter ERC 338 Website http www nortelnetworks com itas email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 EMEA Europe Middle East Africa Technical Support CTAS Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support CTAS Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support CTAS Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com CallPilot Desktop Messaging Installation and Maintenance Guide 10 Chapter 1 Requirements for installing Desktop Messaging N0008714 02 11 Chapter 2 Configuring your system for Desktop Messaging Before you install Desktop Messaging Before installing and using Desktop Messaging e In CallPilot Manager make sure that the number of Maximum Outcalling Channels is enough to accommodate the expected CallPilot telephone player use The Outcalling Channels value controls the number of simultaneous channels that can be used for outcalling For information on setting the outcalling channels refer to the
35. es no longer on Server 000 cece eee eee eee 60 Voice message does not play on telephone 200 eee ues 60 The Message Waiting Indicator is active but there is no new message 60 A subscriber who forwards or replies to a voice message in Outlook Express receives non delivery notification that the attached message cannot be delivered 0 000 cee eee ees 61 Accessing Desktop Messaging online Help 0 00 cee eee 62 JO aCGeee onlne HEID 2 cvscbeentdcessdwbie bees E i E eD n ong ces 62 Using Desktop Messaging Support Tools 0 0 cc ee 63 Resetting the CallPilot message store for Microsoft Outlook 63 Ug Rado ee ee eee ee er ee ee ee ee eres ere eee 64 EO ak sa ae x aye oe ka ABS S Ua ee oc een es be we eae 64 CP OCE SENOS en or ee ene ee eee ee ae ere ee a a so eee Sree 65 AOR oo ke uew eh eee eee hy ee ee Seba eee ee ee od eo 67 CallPilot Desktop Messaging Installation and Maintenance Guide 6 Contents N0008714 02 Chapter 1 Requirements for installing Desktop Messaging About CallPilot Desktop Messaging With CallPilot Desktop Messaging from subscribers can access their CallPilot mailbox from their personal computer Subscribers can manage all their voice messages in one graphical interface They can still access their mailbox from their telephone at any time With CallPilot Desktop Messaging subscribers can listen to voice messages record and send voice mes
36. hat when you address the message you locate the recipient s address in the CallPilot Address Book If the recipient is defined in your Personal Address Book then ensure that the Personal Address Book entry is a CallPilot address 2 To ensure that the recipient is defined as a CallPilot Address type highlight the name click Properties and verify that the Address Type CalIPilot 3 Before you send the message in the To field highlight the Recipient click Properties and verify that the Address Type CallPilot In sent messages digits or symbols appear instead of language specific symbols The only character sets that are supported are us ascii and ISO 8859 1 The messaging client must be configured to use ISO 8859 1 character encoding usually displayed as the option Western ISO 8859 1 or Western European ISO in most e mail applications This does not restrict users in other countries from using text messaging only which character sets can be used to compose and send these messages N0008714 02 Chapter 4 Troubleshooting 57 Messages remain in the subscriber s Outbox On Microsoft Outlook messages remain in the mail client outbox not the CallPilot Message Store outbox This problem can be caused by the migration from one server to another while maintaining the same Outlook client Remove the Outlook server then re add it to the subscriber s profile To fix the Outbox 1 On the subscriber s computer on the Tools menu cl
37. ick Services The Services dialog box appears Select CallPilot Desktop Messaging Press the Ctrl Shift keys and click Properties The CallPilot Outbox Fix dialog box appears CallPilot Outbox Fix 4 Click the Fix outbox button The subscriber cannot send messages The subscriber cannot send messages to 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 2 Ensure the subscriber has the capability to send messages to AMIS and digital networking subscribers Security concerns can restrict subscribers from composing messages to these types of subscribers 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 CallPilot Desktop Messaging Installation and Maintenance Guide 58 Chapter 4 Troubleshooting 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 the message address If the FQDN after the symbol does not match the FQDN of CallPilot 100 150 configured to this mailbox the message 1s rejected Ask the subscriber to verify that no attachment is empty An empty attachment causes the entire message to be rejected Delete the
38. ike hello to initiate message playback 2 Ask the subscriber to check the CallPilot player status bar If it states Open Pending hang up the telephone Click Computer on the player and then click telset playback The phone rings again 3 Tell the subscriber that if the Status bar still says Open Pending hang up again and wait three to five minutes and try to play the message again If this problem continues contact your Nortel Networks Customer Technical Support 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 Messages are downloaded from CallPilot 100 150 with the same frequency as email messages this applies only to Lotus Notes subscribers To adjust the frequency on the File menu select Tools Click User Preferences Click Mail Change the Check for mail every __ minutes setting a FF OO N If you want to check for mail immediately on the Actions menu select Refresh CallPilot Message List Forwarding or replying to messages in Outlook Express when the fax keycode has not been applied N0008714 02 Chapter 4 Troubleshooting 61 A subscriber who forwards or replies to a voice message in Outlook Express receives non delivery notification that the attached message cannot be delivered This occurs because when a subscriber forwards or replies to a voice mess
39. is program or arw portion of it may result in severe civil and criminal penalties and will be prosecuted to the masimum extent possible under law Cancel 6 Click the Next button The Select Type of E Mail Client screen appears Select Type of E Mail Chent NORTEL Select Type of E Mail Client NETWORKS CallPilot Desktop Messaging supports the types of e mail clents shown in the list below Please select one of the options in the list to indicate the type of e mail client that you are using You can also select multiple options if you would like to use Desktop Messaging with more than one type of e mail chert M Microsoft Exchange Outlook 10594 k iste Notes 20541 k M Internet Mail clients SE g Jo Movelligroupivise 13441 k CallPilot Desktop Messaging Installation and Maintenance Guide 26 Chapter 3 Installing and configuring Desktop Messaging 7 Select the check boxes for the email clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft Outlook in Internet mail mode Netscape Messenger and Qualcomm Eudora Pro Notes e If you want to install Outlook and GroupWise on the same computer you must follow the procedure If you are Installing Desktop Messaging for Outlook and GroupWise on page 16 e If you are using Outlook in Internet Mail mode rather than Corporate mode clear the Microsoft Exchange Outlook option After you install Desktop Messaging go to Configu
40. lick the Browse button if you want to locate other destination folders and select the folder you want to install Desktop Messaging in Nortel Networks recommends that you install Desktop Messaging in the default folder 10 Click the Next button The E Mail Client screen appears E Mail chent NORTEL E Mail Client NETWORKS Please select an e maill 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 negative number indicates that there iz not enough disk space E Mail Clients IY Microsoft Outlook B603 k P Lotus Notes aIr 43 k I Internet Mail clients 265 k F Hovell Groupwise alak Free Disk Space After Install 4721669 k Cancel N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 21 11 Select the check boxes for the email clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft Outlook in Internet mail mode Netscape Messenger and Qualcomm Eudora Pro Notes e If you want to install Outlook and GroupWise on the same computer you must follow the procedure If you are Installing Desktop Messaging for Outlook and GroupWise on page 16 e If you are using Outlook in Internet Mail mode rather than Corporate mode clear the Microsoft Exchange Outlook option After you install Desktop Messaging go to Configuring Outlook Express or Outlook in Internet M
41. lick the Next button The CallPilot Mailbox Number screen appears CallPilot Mailbox Number NO RTEL ee CallPilot Mailbox Number Please enter your CallPilot Mailbox Murniber Mailbox lt Back Cancel 13 Enter the subscriber s mailbox number The mailbox number is usually the subscriber s extension number CallPilot Desktop Messaging Installation and Maintenance Guide 28 Chapter 3 Installing and configuring Desktop Messaging 14 Click the Next button The CallPilot Server Settings screen appears CallPilot Server Settings NE RTEL oks CallPilot Server Settings Server Name or IF Address tormactal ca nortel cam SMTPAQPIM pretis f 416557 Search Base to be used for address searches OU Users 0U callpilot Types of e mail clients i Exchange or Outlook Internet Mail Back Cancel 15 In the Server Name or IP Address box type the FQDN or IP address of the CallPilot 100 150 system 16 In the SMTP VPIM prefix box type the SMTP VPIM prefix of the CallPilot subscriber s address If CallPilot Networking is not enabled leave this box blank otherwise enter the value from the Local Prefix field of the Digital Networking Properties page in CallPilot Manager 17 Do not change the information in the Search base box 18 Click the Next button The Ready to Install window appears Note The Fax Printer option is not available on CallPilot 100 150 Ready to Install NEORTEL HONE Ready to
42. lot Don t reset mailbox 4 Select the Reset Mailbox button All CallPilot messages are purged from the subscriber s mailbox and the CallPilot message headers that are stored for the subscriber are downloaded again The messages disappear and then reappear one by one All message caching is lost from the client computer cache Messages are downloaded again from CallPilot 100 150 to the client computer Note The messages are not deleted from CallPilot The messages are removed gt This feature is intended for system administrators and CallPilot product support CallPilot Desktop Messaging Installation and Maintenance Guide 64 Chapter 4 Troubleshooting Using CPTrace You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on You save this information to a log file that you can analyze to determine the cause of the problem Problems you can look for include e trouble connecting to CallPilot 100 150 e CallPilot player problems e address book problems e problems with message compose reply forward delete and notification To use CPTrace you must understand Desktop Messaging functionality and the corresponding components on the IMAP server m Note Running CPTrace affects how CallPilot works It is possible that you will not be able to reproduce problems while CPTrace is running CPTrace exe is installed with each desktop client in the Program Files Nortel
43. nection Wizard Congratulations screen appears Click the Finish button and close the Internet Accounts screen A message appears that asks if you want to download folders from the mail server you added Select the Yes button to download the folder list for the IMAP account that you just created or select the No button if you do not want to download the folder list at this time Tip To make changes to your new IMAP account select the account name and click Properties to display the Properties page Click the OK button N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 39 Configuring an LDAP directory service for Outlook Express or Outlook 1 Start Outlook 2 On the Tools menu click Accounts 10 11 12 13 14 15 16 17 The Internet Accounts screen appears Click the Directory Service tab Click the Add button and click Directory Service The Internet Connection Wizard starts In the Internet directory LDAP server box type the FQDN or IP address of the CallPilot 100 150 Do not select the My LDAP server requires me to log on check box Click the Next button The Internet Connection Wizard Check E mail Addresses screen appears If the subscriber wants to check for addresses in the CallPilot LDAP directory when they address messages select Yes Click the Next button The Internet Connection Wizard Congratulations screen appears Click the Finish button The Internet Accounts s
44. ngs screen appears Note If you have another IMAP account for your CallPilot mailbox you can import the settings This configuration assumes that the Eudora IMAP account is a new configuration From Would you like to select Create a brand new email account Click the Next button The New Account Wizard Personal Information screen appears In the Your Name box type the subscriber s name Click the Next button The New Account Wizard E Mail Address screen appears In the E Mail Address box type the subscriber s CallPilot mail address Enter the subscriber s email address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local CallPilot 100 150 system gt For example 14164067001 voiceuser factor com where e 1416406 is the SMTP VPIM prefix 7001 is the subscriber s CallPilot mailbox number e voiceuser factor com is the FQDN of the CallPilot 100 150 system If your network does not use DNS use lt hostname gt localdomain as the FQDN where hostname is that of the CallPilot 100 150 system Click the Next button The New Account Wizard Logon Name screen appears Check that the Logon Name box contains the part of the subscriber s CallPilot mail address that comes after the sign and click the Next button The New Account Wizard Incoming E Mail Server screen appears Check that the Incoming Server box contains the FQDN of the CallPilot 100 150 system From Please choose whether the se
45. nt computers to use an IP address only 1 Ensure your CallPilot 100 150 system is not configured to use DNS 2 Enter the host name on CallPilot 100 150 3 Configure computers running Desktop Messaging with the IP address of CallPilot 100 150 CallPilot Desktop Messaging Installation and Maintenance Guide 14 Chapter 2 Configuring your system for Desktop Messaging N0008714 02 15 Chapter 3 Installing and configuring Desktop Messaging It takes approximately 10 minutes to install CallPilot Desktop Messaging Depending on the subscribers expertise you can ask them to install Desktop Messaging on their computer Installation information Before you install CallPilot Desktop Messaging on a subscriber s computer Make sure the subscriber s computer has the correct hardware and software requirements Refer to Hardware requirements on page 7 and Software requirements on page 8 If the subscriber has version 1 06 or earlier of Desktop Messaging you must uninstall the earlier version before you do the installation procedure Refer to Uninstalling an earlier version of Desktop Messaging on page 16 Decide which version of Desktop Messaging you want to install Refer to Choosing which version of Desktop Messaging to install on page 17 Ensure that the microphones speakers and sound cards that are connected to the subscriber s computer are configured Refer to the manufacturer s documentation Have this
46. nternet Mail clients cannot send or receive WAV files N0008714 02 Chapter 4 Troubleshooting 59 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 from people using Networking if the sender s name is not provided to the CallPilot system the Sender field appears as Unknown The subscriber has problems with receiving replies Recipients can see the subscriber s CallPilot messages and people receive the messages that the subscriber sends but the subscriber does not receive replies to their messages 1 On the Actions menu select CallPilot Configuration 2 Click Properties 3 Ensure that the SMTP VPIM prefix is specified correctly Deleted messages remain in the subscriber s mailbox When a subscriber deletes messages using Desktop Messaging the messages are still in the subscriber s mailbox when they access the mailbox using the telephone If the messages that they delete on the desktop are still in a Deleted Items Folder in the CallPilot Message Store the messages remain in the subscriber s CallPilot mailbox The subscriber still ha
47. ols in Outlook 2002 0 000008 53 Troubleshooting Lotus Notes log on problems 0 0000 cece ee eee 54 Subscribers cannot see CallPilot Desktop Messaging 54 Replacing the Mail database design 0 0 cee eee 54 No entries in CallPilot Personal Name and Address Book 55 The dynamic link library nNNOTES dIl could not be found in the specified path 55 You download the CallPilot address book and 0 entries are found 55 Troubleshooting after logging On n4ciowadtind ue eede deewedene beds anedas res 56 The CallPilot address book is empty 0 00 cee eee eee eee 56 N0008714 02 Contents 5 The subscriber has message access problems 0000000e 56 The subscriber has problems sending messages 00005 56 In sent messages digits or symbols appear instead of language specific Be ade per eas 4g s OE ee ee ee ese Ode E eee 56 Messages remain in the subscribers Outbox 02 000 57 The subscriber cannot send messages 0 00 eee ee ee 57 The subscriber cannot send a CallPilot message 0005 57 Non delivery notification nasaan aaea ee ees 58 Unknown appears in the Sender field nananana naaa 59 The subscriber has problems with receiving replies 0085 59 Deleted messages remain in the subscribers mailbox 59 The subscriber cannot delete messages anaana na 59 Messag
48. onfiguration 41 configure settings 12 server 12 server name 38 testing Outlook Express or Outlook Internet Mail mode IMAP account 40 Installation requirements 15 Installation time 15 Installing Desktop Messaging 17 Integrated clients 8 Internet mail configuring clients 37 configuring Outlook Express or Outlook Internet Mail mode 37 configuring special settings for Outlook Express or Outlook Internet Mail mode 40 testing Outlook Express or Outlook Internet Mail mode IMAP account 40 Internet Message Access Protocol See IMAP 12 IP addresses 13 L LDAP configure settings 12 configuring directory services 39 directory name 39 directory services 39 server 12 Lightweight Directory Access Protocol See LDAP 12 Lotus Notes CallPilot Desktop Messaging Installation and Maintenance Guide 68 Index configuring 35 error message 50 M Message waiting indicator 60 Microsoft Outlook Internet mail mode 8 Outlook Express 8 Microsoft Outlook Internet mail mode configuring access to CallPilot Address Book 32 Microsoft Outlook 2002 configuring text formatting options 32 specifying e mail settings 31 Microsoft Outlook Express configuring access to CallPilot Address Book 32 My LDAP server requires me to log on 39 N Netscape Messenger 8 configuring 41 configuring IMAP account 41 configuring LDAP directory service 43 return receipts 42 testing IMAP account 45 O Online Help Address formats 57 Outlook
49. or information about logging onto CallPilot Manager refer to the CallPilot Manager Set Up and Operation Guide Click the Configuration heading Click the System Properties link The System Properties page appears Select the timezone you are in from the Timezone list box The timezone controls the deliver and receive settings for Desktop Messaging Select the Daylight Savings Time check box at the start of Daylight Savings Time When Daylight Savings Time ends clear the check box This setting ensures that the message times for Desktop Messaging are correct Click the Submit button N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 31 Configuring Outlook 2002 Outlook 2002 handles mail accounts differently than previous versions of Outlook This section describes how to configure the Desktop Messaging options for Outlook 2002 To set Desktop 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 list choose CallPilot Desktop Messaging and then click Change The Desktop Messaging options dialog box appears Make changes to Desktop Messaging settings as required and then click the OK button Click Finish to exit the E mail Accounts wizard Using Outlook 2002 as an Internet mail client In Outlook 2002 Corporate mode and Internet Mail do not exist Inst
50. other windows CallPilot Desktop Messaging Installation and Maintenance Guide 66 Chapter 4 Troubleshooting N0008714 02 Index A Accessing Help 62 C CallPilot Address Book setting up in Outlook Internet mail mode 32 setting up in Outlook Express 32 CallPilot Message Store 33 CLAN IP address 37 Configuring environments withouta DNS 13 Eudora Pro 46 GroupWise 33 IMAP account on Outlook Express 37 Internet mail clients 37 IP address only 13 LDAP directory service for Outlook Express 39 Lotus Notes 35 Netscape Messenger 41 Outlook 2000 in Corporate mode 16 Outlook Express or Outlook Internet Mail mode 37 special settings for Outlook Express or Outlook Internet Mail mode 40 Corporate mode 8 16 D Desktop Messaging about 7 data network security 11 hardware requirements 7 installation time 15 online Help 62 optional hardware requirements 7 related documents 8 software requirements 8 supported IMAP Internet clients 8 Desktop Messaging support tools 63 Desktop Messaging version number 49 Domain Name System DNS 58 configuring environments without a DNS 13 E Error message No authorization to perform this operation 50 Eudora Pro 8 configuring 46 67 configuring IMAP account 46 configuring LDAP directory service 48 testing IMAP account 48 F Fully Qualified Domain Name FQDN 52 G GroupWise CallPilot Message Store 33 configuring 33 H Help accessing 62 IMAP c
51. quirements 60002255 ohedsones 4s 4ueeeeounst bande tas ouontes unde 8 ss gollcis Bai ee ee en ee ee ee ee ee ee ee ee ee ee eee 8 Internet Mail clients 0 0 0 0 eee eee 8 Sey bo el ee ee ee ee er eS eee eee eee eee ee ee 8 Piglet IRS beg id eet erates sun py Seed pes oo sk Sees AER a esas 8 eS ee 8 beeen rine Rr eA oe eee d ote eee een beaker ees4 9 Chapter 2 Configuring your system for Desktop Messaging 11 Before you install Desktop Messaging 2 0 eee ees 11 Desktop Messaging and data network security 20000 ee ae 11 Configuring IMAP LDAP SMTP servers for Desktop Messaging 12 Me cuponneese ussauatee cena genes pees oversee se yee eeeee ee eae ses 12 oe ee ee ee ee re ee ee ee eee ee ere Sere eee ee eee 12 UE cade anedees e end does eeees AE E een eresseress 12 Configuring environments without a DNS 0 0000 cee eee 13 Configuring Desktop Messaging with IP address only 00005 13 Chapter 3 Installing and configuring Desktop Messaging 00000eeue 15 Installation information 0 0 cc eee ee eens 15 Uninstalling an earlier version of Desktop Messaging 0000005 16 If you are Installing Desktop Messaging for Outlook and GroupWise 16 Setting up Microsoft Outlook 2000 in Corporate mode 16 Installing Desktop Messaging 244466 cbs deseo ewes veer bees dee eR eee Rede 17 Choosing which version of De
52. r both the incoming and outgoing servers Click Next A message appears that confirms the changes Click Finish To configure access to the CallPilot Address Book 1 a Ff W N 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 Next Select Internet Directory Service LDAP and then click Next In the Server Name box type the CallPilot FQDN Click Next A message appears that confirms the changes Click Finish To configure text formatting A WD N In Outlook on the Tools menu click Options Click the Mail Format tab In the Message Format section select Plain Text Click OK N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 33 Configuring Novell GroupWise This section is an overview of how GroupWise is integrated with CallPilot For information on how to use GroupWise to address compose open delete and perform other CallPilot operations refer to the CallPilot 100 150 Desktop Messaging Quick Reference Guide or the online Help installed on their computer This is normally the case when Windows is installed on a Note If the subscriber uses Novell GroupWise they must have Windows Messaging 4 0 gt 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
53. ring Outlook Express or Outlook in Internet Mail mode on page 37 8 Click the Next button The Language selection screen appears Select Language aii tee Select Language Preference CallPilot Desktop Messaging supports the languages listed in the box below Please select the one you prefer IF ata later time you wish to change to another language you can do so by running this setup program again Language English US for North American 9 From the Language list box select the language you want to use N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 27 10 Click the Next button The Select Destination Folder screen appears Select Destination Folder Select Destination Folder Please select the folder where CallPilot Desktop Messaging files are to be installed Free Disk Space After Install is based on your current zelection of files to install A negative number indicates that there i not enough disk space to install the application ta the specied drive Destination Folder C Program Files ortel Browse Current Free Disk Space 1972826 k Free Disk Space After Install 1956313 k Cancel 11 Click the Next button to accept the default directory or click the Browse button if you want to locate other destination folders and select the folder you want to install Desktop Messaging in Nortel Networks recommends that you install Desktop Messaging in the default folder 12 C
54. rmation 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 CallPilot 100 150 the subscriber s CallPilot mailbox number and password the SMTP VPIM prefix of CallPilot 100 150 If you use Message Networking include this prefix Enter the value from the Local Prefix box of the Digital Networking Properties page in CallPilot Manager You can provide this information to subscribers if you want them to configure the client Configuring Outlook Express or Outlook in Internet Mail mode If your Internet mail client 1s Microsoft Outlook Express or Outlook use the following procedures Configuring an IMAP account on Outlook or Outlook Express 1 2 Start Outlook On the Tools menu select Services The Internet Accounts screen appears Click Add and then click the appropriate Mail option The Internet Connection Wizard starts up In the Display name box type your name Click the Next button The Internet Connection Wizard Internet E mail Address screen appears CallPilot Desktop Messaging Installation and Maintenance Guide 38 Chapter 3 Installing and configuring Desktop Messaging 10 11 12 13 14 15 16 17 18 19 In the E mail address box type the subscriber s CallPilot address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local CallPilot 10
55. rver for your incoming mail uses POP or IMAP select IMAP and click the Next button The New Account Wizard IMAP Location Prefix screen appears N0008714 02 12 13 14 15 16 17 18 19 20 Chapter 3 Installing and configuring Desktop Messaging 47 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 CallPilot 100 150 system and then click the Next button Click the Finish button On the menu bar on the Tools menu click Options From the Category heading click the Attachments icon The Options screen appears From Encoding method select MIME From the Category heading click the Styled Text icon From the When sending mail with styled text HTML select Send plain text only Click the OK button You return to the main screen CallPilot Desktop Messaging Installation and Maintenance Guide 48 Chapter 3 Installing and configuring Desktop Messaging Configuring an LDAP directory service for Eudora Pro Aa N O ON OO O 11 Start Eudora Pro On the Tools menu click Directory Services From the Protocols box select LDAP Click the New Database button The Modify Database screen appears Click the Network tab In the first box type a descriptive name for the CallPilot directory service In the Host Name box type the FQDN or the IP address of the CallPilot
56. s these messages when they access them from the telephone To remove the messages from both mailboxes the subscriber must permanently delete them from the Deleted Items folder The subscriber cannot delete messages The subscriber cannot delete their messages When the subscriber tries to delete the messages permanently the messages remain If the subscriber is using Desktop Messaging to delete these messages and they are also logged on to their mailbox from their telephone they cannot delete messages using Desktop Messaging Ask the subscriber to end the telephone mailbox session and then try to delete the messages from Desktop Messaging CallPilot Desktop Messaging Installation and Maintenance Guide 60 Chapter 4 Troubleshooting Messages no longer on server The subscriber receives the error message This message could not be found on the server Messages must exist on the server in order to be played via the telephone Use computer to play this file Port failed Voice messages that are saved to the subscriber s computer are no longer in their CallPilot Inbox The subscriber 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 plays a voice message from the telephone The subscriber answers the telephone when it rings but the message does not play 1 Ask the subscriber to say something l
57. sages forward and reply to voice messages add message options such as urgent and private download the CallPilot Address Book change their CallPilot password This guide tells a System Administrator how to install configure and troubleshoot CallPilot Desktop Messaging on subscribers computers Subscribers can perform some configuration and troubleshooting tasks with your guidance Hardware requirements The following list contains both the minimum and recommended hardware that Desktop Messaging software needs for operation IBM PC or compatible minimum Pentium 586 or faster system with 16 Mbytes of RAM minimum 32 Mbytes recommended Monitor 16 color VGA 640 x 480 capability minimum 256 color SVGA 800 x 600 capability recommended Disk drive 15 Mbytes of free space CD ROM drive Windows compatible mouse and keyboard LAN connection to CallPilot 100 150 Subscribers can access their CallPilot messages over the LAN via ISDN ADSL dial up modem or ethernet Optional hardware a sound card and a set of speakers for playing messages on a computer a microphone for recording messages on a computer CallPilot Desktop Messaging Installation and Maintenance Guide 8 Chapter 1 Requirements for installing Desktop Messaging Software requirements Integrated clients Integrated clients run with a corporate email server You can use Desktop Messaging with one or more of these clients e Microsoft Outlook 20
58. se electronic mail messages on a server These messages are stored on CallPilot 100 150 IMAP lets subscribers check for messages from any location with an Internet connection IMAP also lets subscribers access messages from multiple locations IMAP is a method of accessing electronic mail or bulletin board messages that are kept on a shared mail server IMAP lets a client email program access remote message stores as if they were local For example email stored on an IMAP server can be accessed from a computer at home a workstation at the office and a notebook computer while traveling without the need to transfer messages or files between 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 CallPilot 100 150 For example a typical entry in the CallPilot directory contains attributes of a subscriber such as name telephone number and CallPilot mail address Internet clients can use LDAP to query address book information from the CallPilot directory perform address resolution or search for specific subscribers if this functionality is implemented by the Internet client SMTP Simple Mail Transfer Protocol SMTP is a protocol for sending email messages between servers Most email systems that send mail over the In
59. sgroups In the Addressing panel select Directory Server Click the Edit Directories button The LDAP Directory Servers window appears 4 Click the Add button The Directory Server Properties window appears 5 Inthe Name box type the FQDN of the CallPilot 100 150 system If your network does not use DNS type the IP address in the form N N N N instead of the FQDN 6 Inthe Hostname box type the hostname of the CallPilot 100 150 system or another unique identifier In the Base DN box type the string ou users ou callpilot and click the OK button Click the OK button to close the LDAP Directory Servers window Go to Testing the Netscape Messenger IMAP account on page 45 to test the IMAP account Testing the Netscape Messenger IMAP account 1 Use your telephone to log on to your CallPilot mailbox 2 Compose a test voice message and send it to the subscriber 3 Have the subscriber check that the message appears in Netscape Messenger CallPilot Desktop Messaging Installation and Maintenance Guide 46 Chapter 3 Installing and configuring Desktop Messaging Configuring Eudora Pro To change any part of this configuration after it is complete on the Tools menu click Options to display the configuration screens Configuring an IMAP account on Eudora Pro 1 10 11 Double click the Eudora Pro icon The New Account Wizard Welcome to Eudora Pro screen appears Click the Next button The New Account Wizard Account Setti
60. sign using a CallPilot template Replacement of the database design removes any customization in the current database design To update the Mail database design manually Start Lotus Notes 2 On the Help menu select About Notes Desktop Make a note of the version of Lotus Notes 3 Click the Mail database The Mail database has the subscriber s name and the envelope icon CallPilot Desktop Messaging Installation and Maintenance Guide 36 Chapter 3 Installing and configuring Desktop Messaging 4 On the File 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 N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 37 Configuring Internet Mail clients CallPilot Desktop 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 gt In particular Netscape Messenger versions earlier than 4 5 are incompatible with CallPilot Desktop Messaging Your Info
61. sktop Messaging to install 17 Supp ried languages 6466004 on Ge dss 4eebe bo ea bees CebG an eee eee 17 Installing only the CallPilot Player 0 0 0 0 ccc cc eee 18 Installing Desktop Messaging version 2 0 or 2 5 0 00 eee ee 19 Installing Desktop Messaging version 1 07 0 00 eee ee eee 25 After you install Desktop Messaging 0 0 c eee eee eens 30 To configure access to Desktop Messaging on subscribers computers 30 RoR Ct 2002 Gea ee pd eee ene see boda ghee e rd 31 Using Outlook 2002 as an Internet mail client nanana nanana aaa 31 Configuring Novell GroupWise 6idc e554 44445504658 00440 864 ORE RODE S eR EMEA 33 CallPilot Desktop Messaging Installation and Maintenance Guide 4 Contents Removing the CallPilot Message Store 0 ccc ees 33 Configuring GroupWise for Desktop Messaging 0000 cee eee 33 Configuring Lotus Notes 0 cc cece ee eee eens 35 Updating the Mail database 0 cc ees 35 Updating the database automatically 0 0 ccc eee 35 Updating the database manually 0 0 0 0 cee 35 Configuring Internet Mail clients 6 4 4 co 4 620 ch 6 Cine rbd eden to eed wie eiw ends 37 Configuring Outlook Express or Outlook in Internet Mail mode 37 Configuring an IMAP account on Outlook or Outlook Express 37 Configuring an LDAP directory service for Outlook Express or Outlook
62. t select A delivery receipt from the receiving server DSN From When a receipt arrives select Leave it in my Inbox Click the OK button N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 43 Configuring an LDAP directory service for Netscape Messenger Start Netscape Messenger 2 Onthe Communicator menu select Address Book The Address Book screen appears 3 On the File menu select New Directory The Directory Server Property screen appears 4 Inthe Description box type a descriptive name for the subscriber s CallPilot directory service In the LDAP server box type the FQDN of the CallPilot 100 150 system In the Search Root box type the search base Use the search base ou users ou callpilot Click the OK button Go to Testing the Netscape Messenger IMAP account on page 45 to test the IMAP account CallPilot Desktop Messaging Installation and Maintenance Guide 44 Chapter 3 Installing and configuring Desktop Messaging Configuring Netscape Messenger 6 2 If the subscriber uses Netscape Messenger version 6 2 as their Internet Mail client use these procedures If the subscriber uses Netscape Messenger version 4 refer to Configuring Netscape Messenger 4 x on page 41 Notes If the subscriber uses Netscape with POP for email Netscape cannot be configured with IMAP at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their
63. ternet use SMTP to send messages from one server to another These messages can then be retrieved with an email 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 email application Since Voice Profile for Internet Mail VPIM Networking also uses SMTP you do much of the configuration for IMAP in the same places you set up VPIM Networking N0008714 02 Chapter 2 Configuring your system for Desktop Messaging 13 Configuring environments without a DNS The Domain Name System DNS is an Internet service that translates domain names into IP addresses Because domain names are alphabetic they are easier for subscribers to remember The Internet is based on IP addresses Every time you use a domain name therefore a DNS must translate the name into the corresponding IP address For example the domain name www example com can translate to 198 105 232 4 If one DNS server does not know how to translate a particular domain name it asks another one and so on until the correct IP address is returned Desktop Messaging uses Domain Name resolution which is provided by a DNS If your network does not have a DNS then you must configure Desktop Messaging to use IP addresses Configuring Desktop Messaging with IP address only If you do not use DNS to resolve domain names configure CallPilot 100 150 and clie
64. tion and Maintenance Guide 34 Chapter 3 Installing and configuring Desktop Messaging 10 11 12 13 14 15 16 17 18 19 20 21 22 In the Mailbox box enter the subscriber s mailbox number At Check for new messages Automatically Manually if the subscriber uses ISDN or dialup select Manually This option saves on toll charges by not continuously checking for new messages on CallPilot 100 150 Select Include original message header when forwarding or replying This adds header information to each forward or reply so that Desktop Messaging messages are consistent with other email messages Subscribers can disable this feature if they wish to Select the Remember password check box if the subscriber does not want to enter their password each time they log on Click the Address Book tab In the Path box enter the location of the local CallPilot address book From the Order list box select the order in which you want the names to be displayed in the address book Select the Remind me to download address book every __ day s if subscribers want to download addresses automatically from the system The default 1s every 20 days Subscribers can change the number of days if they want to If subscribers do not want to download the address book do not select this check box If you want to download the address book now click the Download now button Subscribers can click this button whenever they want to download the a
65. to update the database design for Desktop Messaging e automatic update this updates the database automatically when you install Desktop Messaging recommended e manual update you or the subscriber must update the database manually after you install Desktop Messaging We recommend the automatic update option It provides the optimal configuration for message storage 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 Desktop Messaging When the installation is complete Desktop Messaging is ready to use and does not require any manual changes to the Mail database When you use this update method Lotus Notes stores CallPilot messages in a separate folder This configuration lets users easily prioritize CallPilot messages since they are not mixed with other e mail messages Updating the database manually You should update the database design manually only if e the subscriber wants CallPilot messages stored in the same Inbox as their Lotus Notes e mail messages e the subscriber s database design has not been customized and the subscriber does not intend to customize the database design in the future e you are familiar with modifying Lotus Notes database design To perform a manual update you must replace the current database de
66. top Messaging and click Uninstall CallPilot Desktop Messaging for the specific email client The Uninstall window appears Click the Uninstall NOW button If a message appears that asks if you want to delete any files beginning with the letters nb nm or ns click the Yes button If you are uninstalling Desktop Messaging for Lotus Notes you must enter your Lotus Notes password before the uninstall process continues If you are Installing Desktop Messaging for Outlook and GroupWise If you want to install Desktop Messaging for both Microsoft Outlook and Novell GroupWise on the same computer you must install each client separately 1 The first time you install Desktop Messaging select the Outlook email client only and when you reach the Additional Options screen select Update default mail profile Install Desktop Messaging a second time and this time select the Novell GroupWise email client only When you reach the Additional Options screen select Update default mail profile Setting up Microsoft Outlook 2000 in Corporate mode If the subscriber is using Microsoft Outlook 200 as an integrated client that runs with a corporate email server before you install Desktop Messaging make sure the subscriber is in Corporate mode 1 Start Outlook 2000 on the subscriber s computer 2 On the Tools menu click Options The Options dialog box appears 3 Click the Mail Services tab Click the Reconfigure Mail Support button The Email
67. tup 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 N0008714 02 Chapter 4 Troubleshooting 51 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 OK CallPilot Desktop Messaging Installation and Maintenance Guide 52 Chapter 4 Troubleshooting Troubleshooting log on problems Invalid credentials The subscriber sees messages such as Invalid credentials Please retry or The server could not be located Please Retry 1 On the subscriber s computer check that Desktop 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 CallPilot 100 150 e the SMTP VPIM prefix if any of CallPilot 100 150 2 Check that you can log on from the telephone using the same mailbox number and password 3 Test that you have network connectivity to CallPilot 100 150 Issue a network command to CallPilot 100 150 exactly as it appears in your Desktop Messaging configuration Try to ping using the DOS prompt and ensure that you receive a valid response from CallPilot 100 150 If you do not have network connectivity to CallPilot 100 150 you are
68. tus Notes provides standard Help Note To access Internet Mail client Help on the Messaging Administration menu click Internet Mail Client Administration Internet Mail client Help contains Help for the CallPilot interface Use the manufacturer s online Help for questions about your Internet Mail client To access online Help From Microsoft Outlook e From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Novell GroupWise e From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Lotus Notes e From your Inbox on the Actions menu select CallPilot Help Topics N0008714 02 Chapter 4 Troubleshooting 63 Using Desktop Messaging Support Tools Resetting the CallPilot message store for Microsoft Outlook This feature is available only for subscribers who use Microsoft Outlook Resetting the CallPilot message store removes invalid or corrupt messages from the Inbox Lotus Notes and GroupWise clients can reset their mailboxes by choosing the Refresh CallPilot Message List option For Microsoft Outlook 98 and 2000 Press Ctrl Shift On the Tools menu click Send and Receive and then click CallPilot Transport Press Ctrl Shift until the CallPilot Reset Mailbox dialog box appears Reset mailbox removes the local copy of CallPilot message headers and attachments that are normally maintained in the inbox folder This allows 4 fresh set of headers to be downloaded from CallPi
69. where noted on CallPilot 100 150 or CallPilot Manager Troubleshooting during installation Before you begin to install Desktop Messaging for Microsoft Outlook GroupWise or Lotus Notes you require e the subscriber s CallPilot mailbox number e the fully qualified domain name or IP address of CallPilot 100 150 e the SMTP VPIM prefix of CallPilot 100 150 Note Before you install Desktop Messaging make sure the Integrated Client Microsoft Outlook GroupWise or Lotus Notes is working properly Obtaining the Desktop 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 3 Select the Version tab The version number for Desktop Messaging 1s displayed CallPilot Desktop Messaging Installation and Maintenance Guide 50 Chapter 4 Troubleshooting Microsoft Outlook default mail client You see the error message when you install Desktop Messaging Either Outlook 1s not the default mail client or there is no default mail client to fulfill the current request If Outlook is installed on the subscriber s computer but they do not want Outlook to be their default mail client they can change to another client after Desktop Messaging is installed To define Outlook as the default mail client 1 Click the Windows Start button point to Settings and click Control Panel
70. your system We recommend that you do not change the address book search base N0008714 02 Chapter 3 Installing and configuring Desktop Messaging 23 19 Click the Next button The Ready to Install window appears We recommend you leave the Update default mail profile box selected Ready to Install Ready to Install ou are now ready to install CallPilot Desktop Messaging Press the Next button to begin installation or the Back button to reenter information Additional Options F neta Ear Printer river W Update default mail profile Update Lotus Hotes databases If you are installing Desktop Messaging for Lotus Notes you must enter your Lotus Notes password before the installation process continues The Desktop Messaging installation program tries to detect Lotus Notes by searching for the notes ini file on the hard drive If the file 1s 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 Desktop Messaging for Lotus Notes To disable Lotus Notes detection a Quit the Desktop Messaging installation program b Click the Start button and click Run The Run dialog box appears In the Open box type setup exe ld Restart the Desktop Messaging installation program If you are installing Desktop Messaging on a Windows NT or a Windows 2000 system a message appears that prompts you to enter your user name and password

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