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Avaya Unfied Messaging Installation and Maintenance Manual

1. 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 or 33 4 9296 1341 Fax 33 49296 1598 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 CallPilot Unified Messaging Installation and Maintenance Guide 10 Chapter 1 Requirements for installing Unified Messaging Fax 61 388664644 email asia_support nortelnetworks com P0945074 03 11 Chapter 2 Configuring your system for Unified Messaging Before you install Unified Messaging Before using Unified Messaging In Unified Manager enable the Unified Messaging software authorization code and optionally the Fax keycode For information on enabling on enabling software authorization codes refer to the CallPilot Manager Set Up and Operation Guide In CallPilot Manager ensure that the number of Maximum Outcalling Channels is enough to accommodate the expected CallPilot telephone player usage This value governs the number of simultaneous channels used for outcalling For information on setting the outcalling channels refer to the CallPilot Manager Set Up and Operation Guide In CallPilot Manager ensure that you have selected the Daylight Savings T
2. 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 Business Communications Manager 2 5 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 Unified Messaging Installation and Maintenance Guide 8 Chapter 1 Requirements for installing Unified Messaging Software requirements Supported Integrated clients Integrated clients run with a corporate email server You can use Unified Messaging with one or more of these clients e Microsoft Exchange 5 0 e Microsoft Outlook 97 version 8 0 e Microsoft Outlook 2000 with Outlook SP 1 e Microsoft Outlook 98 in corporate mode e Microsoft Outlook 2002 XP e Novell GroupWise 5 5 and 6 0 e Lotus Notes 5 0 Supported Internet Mail clients You can use Unified Messaging with these IMAP Internet clients e Microsoft Outlook Express 5 0 5 5 and 6 0 e Microsoft Outlook 98 or 2000 in Internet mail mode and Outlook 2002 with Outlook SP 1 e Microsoft Outlook XP in Internet Mail mode e Netscape Messenger 4 5 4 6 and 4 77 e
3. 000 0c eee eee eee 49 No entries in CallPilot Personal Name and Address Book 50 The dynamic link library nNOTES dll could not be found in the specified path 50 You download the CallPilot address book and 0 entries are found 50 Troubleshooting alter logging ON 210s cc0sneels ckeaedawane rea aenk deer arear 51 The CallPilot address book is empty 0 0 ccc eee eee eee 51 The subscriber has message access problems 20 000 51 The subscriber has problems sending messages 000 51 The subscriber cannot send messages 00 cee eee eee 52 The subscriber cannot send a CallPilot message 4 52 Non delivery notification ersi 00 2000 0080s cee eee e tissot sedoa iera 53 Unknown appears in the Sender field 0 00 cece eee eee 53 P0945074 03 Contents 5 The subscriber has problems with faxing 0 00 eee eee eee 54 The subscriber has problems with fax reception 0 000 54 The subscriber has problems with receiving replies 00 54 Deleted messages remain in the subscriber s mailbox 55 The subscriber cannot delete messages 220 cee eee eee 55 Messages no longer on server 00 0c eects 55 Voice message does not play on telephone 00 e eee eee 55 The Message Waiting Indicator is active but there is no new message 56 Accessing Unified Messagin
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5. 2001 All rights reserved This program is protected by US and intemational copyright laws as described in Help About Tell the subscriber to contact their network administrator CallPilot Unified Messaging Installation and Maintenance Guide 48 Chapter 4 Troubleshooting Troubleshooting Outlook 2002 problems These are issues with how Unified Messaging works with Outlook 200 These issues should be resolved with a future Outlook service release patch from Microsoft Sending messages When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot window Outlook does not automatically send the message when the subscriber clicks the Send button To send the message the subscriber must click the Send Receive button on the Outlook toolbar We recommend subscribers install Outlook SP 1 from Microsoft which fixes this issue Accessing CallPilot support tools in Outlook 2002 This section describes how to use CallPilot support tools specific to Unified Messaging for Outlook 2002 To reset the CallPilot Message Store in Outlook 2002 On the subscriber s computer press the Ctrl and Shift keys In Outlook on the Tools menu click Send Receive Accounts CallPilot Transport Continue to press the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box appears 4 Click Reset Mailbox To access the Outbox Fix utility in Outlook 2002 1 In Outlook on the Tools menu click E mail accounts The E
6. LDAP directory in the search order 16 Click the OK button The Internet Accounts screen appears 17 Click the Close button CallPilot Unified Messaging Installation and Maintenance Guide 36 Chapter 3 Installing and configuring Unified 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 e From Message format select MIME f From 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
7. Qualcomm Eudora Pro Comm Center 5 0 X Voice format for Business Communications Manager 2 5 Business Communications Manager 2 5 uses the G711 format to record and store voice messages Since the Unified Messaging player records and plays messages in WAV format Business Communications Manager 2 5 messages must be converted to WAV before playing and composed messages must be converted to G711 to be stored on the Business Communications Manager 2 5 This decoding and encoding is done on the desktop client Related documents For information about how subscribers use CallPilot and CallPilot refer to the e CallPilot Unified Messaging Quick Reference Guide e CallPilot Unified Messaging online Help and online guides e CallPilot Reference Guide For information about setting up CallPilot and CallPilot Message Networking refer to the e Call Pilot Message Networking Set Up and Operation Guide P0945074 03 Chapter 1 Requirements for installing Unified Messaging 9 e CallPilot Manager Set Up and Operation Guide Where to get help USA and Canada Authorized Distributors ITAS Technical Support Telephone 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
8. This wizard will guide you through the installation of CallPilot Desktop Messaging It is strongly recommended that you exit all Windows programs before running this Setup Program Click Cancel to stop the wizard and close any programs you have running To continue click Next WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law Cancel Click the Next button The Select Type of E Mail Client screen appears Select Type of E Mail Client x RGA Select Type of E Mail Client CallPilot Desktop Messaging supports the types of e mail clients 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 client IV Microsoft Exchange Outlook 10594 k Jo lous Notes 20541 k IV Internet Mail clients 5921 k M Navel Groupwise 13441k Cancel Select the check boxes for the email clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft Outlook in Internet mail mode Netscape Messenger and Qualcomm Eudora Pro Note If you want to install Outlook and GroupWis
9. and click Add Program The Program view appears In the Program name box type nmlnadbk exe Make sure that the Command line box is empty Set Enabled disabled to Enabled Select the time and frequency that you want the update utility to run Click the Save button and close the dialog box Lotus Notes updates the address book based on the schedule you specified P0945074 03 Chapter 3 Installing and configuring Unified Messaging 33 Configuring Internet Mail clients CallPilot Unified Messaging supports these Internet mail clients Outlook Express Outlook in Internet mail mode Netscape Messenger Eudora Pro Note You must use at least the minimum supported version of the Internet mail client gt In particular Netscape Messenger versions earlier than 4 5 are incompatible with CallPilot Unified Messaging Your Information Systems administrator can give you more information on upgrading your Internet mail client You need the following information to configure your Internet mail client the FQDN or IP address of the Business Communications Manager 2 5 system the subscriber s CallPilot mailbox number and password the SMTP VPIM prefix of the Business Communications Manager 2 5 system If you use Message Networking include this prefix Enter the value from the Local Prefix box of the Digital Networking Properties page in CallPilot Manager You can provide this information to subscribers if you want them to c
10. button if you want to locate other destination folders and select the folder you want to install Unified Messaging in Nortel Networks recommends that you install Unified Messaging in the default folder P0945074 03 Chapter 3 Installing and configuring Unified Messaging 21 14 Click the Next button The CallPilot Mailbox Number screen appears CallPilot Mailbox Number X NO UOA CallPilot Mailbox Number Please enter your CallPilot Mailbox Number Mailbox Eel 15 Enter the subscriber s mailbox number The mailbox number is usually their extension number 16 Click the Next button The CallPilot Server Settings screen appears CallPilot Server Settings x iU CallPilot Server Settings Server Name or IP Address tormactrial ca nortel com SMTP PIM prefix 1416597 Search Base to be used for address searches Jou users cu callpilot Types of e mail clients gt j fest Exchange or Outlook Internet Mail Heo cme 17 Inthe Server Name or IP Address box type the FQDN or IP address of the Business Communications Manager 2 5 system 18 In the SMTP VPIM prefix box type the SMTP VPIM prefix of the CallPilot subscriber s address If CallPilot Networking is not enabled on the Business Communications Manager 2 5 system leave this box blank otherwise use the value defined in the Local Prefix field in the Digital Networking Properties page in CallPilot Manager
11. gt lt mailbox number gt lt local Business Communications Manager 2 5 system gt For example 14164067001 voiceuser factor com where e 1416406 is the SMTP VPIM prefix e 7001 is the subscriber s CallPilot mailbox number e voiceuser factor com is the FQDN of the Business Communications Manager 2 5 system If your network does not use DNS use lt hostname gt localdomain as the FQDN where hostname is that of the Business Communications Manager 2 5 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 Business Communications Manager 2 5 system P0945074 03 Chapter 3 Installing and configuring Unified Messaging 41 11 12 13 14 15 16 17 18 19 20 From Please choose whether the server for your incoming mail uses POP or IMAP select IMAP and click the Next button The New Account Wizard IMAP Location Prefix screen appears Click the Next button without entering a location prefix The New Account Wizard Outgoing E Mail Server screen appears Check that the Outgoing Server box contains the FQDN or IP address of the Business Communications Manager 2 5 system and then click the Next button Click the Fi
12. it is not installed you can install it later To install Imaging for Windows 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears Click the Windows Setup tab Double click Accessories In the list make sure that Imaging is selected Click the OK button oa fF Q No authorization to perform this operation Subscribers must have Manager or Designer access control of the mail database to install Lotus Notes Unified Messaging The Lotus Notes administrator sets this control on the server for each subscriber The default is Manager access To determine the level of access control for a subscriber 1 From the subscriber s Lotus Notes Mail database click File click Database and click Access Control 2 Click the subscriber s name in the displayed list The subscriber s access control level appears in the Access box The choices are Manager Designer Editor Author Reader Depositor and No Access For a subscriber to install Unified Messaging Manager or Designer must be displayed P0945074 03 Chapter 4 Troubleshooting 45 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
13. list box choose IMAP as the incoming mail server type In the Incoming mail server box type your FQDN In the Outgoing mail server box type your FQDN Click the Next button The Internet Mail Logon screen appears with the subscriber s IMAP account name displayed In the Password box type the subscriber s CallPilot mailbox password Do not select the Log on using Secure Password Authentication SPA check box Click the Next button The Internet Connection Wizard Internet Mail Logon screen appears In the Account name box type the subscriber s SMTP VPIM prefix and mailbox number In the Password box type the subscriber s mailbox password Click the Next button The Internet Connection Wizard Congratulations screen appears Click the Finish button and close the Internet Accounts screen A message appears that asks if you want to download folders from the mail server you added Select the Yes button to download the folder list for the IMAP account that you just created or select the No button if you do not want to download the folder list at this time Tip To make changes to your new IMAP account select the account name and click Properties to display the Properties page Click the OK button P0945074 03 Chapter 3 Installing and configuring Unified Messaging 35 Configuring an LDAP directory service for Outlook Express or Outlook 1 Start Outlook 2 On the Tools menu click Accounts The Internet Accounts sc
14. mailbox Compose a test voice message and send it to the subscriber Have the subscriber check that the message appears in their Outlook or Outlook Express Inbox P0945074 03 Chapter 3 Installing and configuring Unified Messaging 37 Configuring Netscape Messenger If the subscriber uses Netscape Messenger as their Internet Mail client use the following procedures for configuration Notes If the subscriber uses Netscape with POP for email Netscape cannot be configured with IMAP at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their email Netscape cannot be configured to send mail to CallPilot since only one SMTP server can be configured You must set up a different Netscape subscriber profile You need Netscape Messenger 4 5 or later Netscape Messenger versions prior to 4 5 are incompatible with CallPilot Unified Messaging Configuring an IMAP account on Netscape Messenger 10 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 Business Communications Manager 2 5 system gt For example 198887002 voiceuser factor com where e 19888 is the SMTP VPIM prefix e 7
15. subscriber check that the message appears in their Eudora Pro client P0945074 03 43 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 Unified Messaging online Help e Using Unified Messaging Support Tools e CPTrace This chapter discusses problems that subscribers can experience with Unified Messaging The troubleshooting information is divided into problems and suggested solutions Based on the expertise of subscribers you can ask them to do some of the troubleshooting procedures If the suggested solution does not correct the problem contact your Nortel Networks representative The problems discussed here apply to all clients unless otherwise noted Perform the suggested solutions from the desktop computer or where noted the Business Communications Manager 2 5 system or administration client Troubleshooting during installation Before you begin to install Unified Messaging for Microsoft Exchange Microsoft Outlook GroupWise or Lotus Notes you require e the subscriber s CallPilot mailbox number e the fully qualified domain name of the Business Communications Manager 2 5 system e the SMTP VPIM prefix of the Business Communications Manager 2 5 system Note Before you install Unified Messaging m
16. 002 is your CallPilot mailbox number voiceuser factor com is the FQDN of the Business Communications Manager 2 5 system If your network does not use DNS then use lt hostname gt localdomain as the FQDN where hostname is that of the Business Communications Manager 2 5 system From the Mail amp Newsgroups category select Mail Servers The Preferences screen appears Click the Add button The Mail Servers Properties screen appears with the General tab displayed In the Server Name box type the FQDN of the Business Communications Manager 2 5 system In the User Name box type the part of the subscriber s CallPilot mail address that comes before the sign In the Check for mail every ___ minutes box type how frequently you want Netscape Messenger to check for new messages CallPilot Unified Messaging Installation and Maintenance Guide 38 Chapter 3 Installing and configuring Unified Messaging 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 Select the IMAP tab From When I delete a message select Mark it as deleted Select the Clean up Expunge Inbox on exit check box Click the OK button You return to the Mail Servers screen In the Outgoing mail SMTP server box type the FQDN or IP address of the Business Communications Manager 2 5 system In the Outgoing mail server user name box type the FQDN or IP address of the Business Communications Manager 2 5 system Fro
17. 1 07 09 03 C oppright 1999 2000 Nortel Netwdi P0945074 03 Chapter 4 Troubleshooting 59 CP Trace settings The CPTrace settings are stored in the Windows registry The existing settings are used each time you run CPTrace CP Trace seitings IMAP SMTP Logs all IMAP SMTP traffic Desktop client Logs internal Exchange and Outlook Lotus Notes and GroupWise traffic Audio Player Logs Audio player traffic File Writes logs to a file Check this box and type a file name and extension to maintain the log You can include a directory path such as c my player When you close CPTrace with the File check box selected the Desktop client continues to write information to the file selected This slows down the Desktop operation slightly The log file never gets larger than 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 Window Writes logs to the display window Erase Deletes the log file from the directory you defined for it A message appears that asks you to confirm the deletion Clear Clears the display window Save A Save As dialog box appears that you can use to save the trace toa text file The default file name is CPTrace tx
18. 19 Do not change the information in the Search base box CallPilot Unified Messaging Installation and Maintenance Guide 22 Chapter 3 Installing and configuring Unified Messaging 20 Click the Next button The Ready to Install window appears Ready to Install x MOR as Ready to Install You 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 Additional Options IV Install Fax Printer Driver IV Update default mail profile Jo Update lotus Notes databases Cancel 21 If you want to install the fax printer driver select the Nortel Fax Printer Driver box This driver lets you to save a document as a TIFF F You can send a TIFF F as a fax to other CallPilot subscribers To use the fax driver in addition to your Internet mail client you must have one of these programs installed on your system e Microsoft Exchange or Outlook e Lotus Notes and Unified Messaging for Lotus Notes e Novell GroupWise If any of these options appear dimmed they are not supported by Unified Messaging for the type of email client you have chosen and the appropriate fax drivers are pre selected If you are installing Unified Messaging for Lotus Notes you must enter your Lotus Notes password before the installation process continues The Unified Messaging installation program tries to detect Lotus Notes by searc
19. CallPilot access This update creates a new view CallPilot Unified Messaging in Lotus Notes To update a CallPilot subscriber Mail database from the server 1 Install CallPilot Unified Messaging on the Lotus Notes server computer by running Server setup exe Start Update database design To locate the Update database design program click Start point to Programs point to Nortel CallPilot Desktop and click Update database design 4 From Update CallPilot Mail databases select Add CallPilot 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 Unified Messaging Installation and Maintenance Guide 46 Chapter 4 Troubleshooting Troubleshooting log on problems Invalid credentials The subscriber sees messages such as Invalid credentials Please retry or The server could not be located Please Retry 1 On the subscriber s computer check that Unified Messaging is configured with the proper settings Verify that the following information is correct e mailbox number e fully qualified domain name FQDN or IP address of the Business Communications Manager 2 5 system e the SMTP VPIM prefix of the Business Communications Manager 2 5 system Check that you can log on from the telephone using the same mailbox number and password Verify that you have network connectivity to the Business Communications Mana
20. N 46 G GroupWise CallPilot Message Store 26 configuring 26 H Help accessing 56 host name IP address only 13 Imaging for Windows 44 IMAP configuration 37 configure settings 12 server 12 server name 34 testing Outlook Express or Outlook Internet Mail mode IMAP account 36 Installation requirements 15 installing Imaging for Windows 44 Unified Messaging estimated time 15 Installing Unified Messaging 17 Integrated clients 8 Internet mail configuring clients 33 configuring Outlook Express or Outlook Internet Mail mode 33 configuring special settings for Outlook Express or Outlook Internet Mail mode 36 testing Outlook Express or Outlook Internet Mail mode IMAP account 36 Internet Mail clients 8 Internet Message Access Protocol See IMAP 12 IP addresses 13 CallPilot Unified Messaging Installation and Maintenance Guide 62 Index L LDAP configure settings 12 configuring directory services 35 directory name 35 directory services 35 server 12 Lightweight Directory Access Protocol See LDAP 12 Lotus Notes configuring 29 workspace 30 message waiting indicator 56 Microsoft Outlook Internet mail mode 8 Outlook Express 8 Microsoft Outlook Internet mail mode configuring access to CallPilot Address Book 25 Microsoft Outlook 2002 configuring text formatting options 25 specifying e mail settings 24 Microsoft Outlook Express configuring access to CallPilot Address Book 25 My LDAP serve
21. Part No P0945074 03 CallPilot Unified Messaging Installation and Maintenance Guide RTEL NETWORKS 2 CallPilot Unified Messaging Installation and Maintenance Guide Copyright 2002 Nortel Networks All rights reserved 2002 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 P0945074 03 Contents Chapter 1 Requirements for installing Unified Messaging 0000e00s 7 About CallPilot Unified Messaging 000 c cee 7 Hardware reguiremenis lt ayuda kas ide aS ee aes NSH ieee ye aN eh Fees e 7 Gpional HAAS cerror ches kak kKkR ES EREINA RIET PERAR RREAN 7 Software
22. address book On the View menu select CallPilot People On the Actions menu click Download CallPilot Address Book To download the address book you must have the Lotus Notes server administrative password Contact your Information Systems administrator if you do not have the password 9 If the Download CallPilot Address Book command is disabled on the Actions menu a In Designer mode open the callpilot nsf file b On the Actions menu click Download CallPilot Address Book c On the Edit menu click Properties The Properties dialog box appears d Make sure that the Hide Action if Formula is True check box is cleared e Close the Properties dialog box CallPilot Unified Messaging Installation and Maintenance Guide 32 Chapter 3 Installing and configuring Unified Messaging Setting up the CallPilot Address Book Automatic update You can configure the Automatic update utility as a scheduled task to update the CallPilot address book stored on the Lotus Notes server To set up the Automatic update utility ON OD Run the CallPilot server installation if it has not already been run Update the CallPilot address book manually to make sure that there are no conflicts To manually download the CallPilot Address Book refer to procedure on page To update the Mail database design manually on page 29 Open the CallPilot Address Book Navigate to the Folders and Views Servers Program folder Select the Program folder
23. age address If the FQDN after the symbol does not match the FQDN of the Business Communications Manager 2 5 system configured to this mailbox the message is rejected P0945074 03 Chapter 4 Troubleshooting 53 e Ask the subscriber to verify that no attachment is empty An empty attachment causes the entire message to be rejected Delete the empty attachment and try sending the message again Verify that you can ping the Business Communications Manager 2 5 system 1 Atthe DOS prompt type ping lt Business Communications Manager 2 5 FQDN gt 2 If the response is request timed out then type ping lt Business Communications Manager 2 5 IP address gt Note If there is a reply then the Business Communications Manager 2 5 system FQDN has not been properly configured to your Domain Name System DNS Contact your DNS administrator for assistance 3 If there is no reply verify that the Business Communications Manager 2 5 system can be reached on your LAN Contact your IS administrator for help 4 Verify that the Business Communications Manager 2 5 system is up and running Non delivery notification The subscriber receives non delivery notifications for messages 1 Ask the subscriber to verify that they have a valid attachment type Ask the subscriber to make sure that their mailbox is not full Ask the subscriber to make sure that they are addressing the message correctly See Address Formats in the online He
24. ake sure the Integrated Client Microsoft Exchange Microsoft Outlook GroupWise or Lotus Notes is working properly Obtaining the Unified Messaging version number 1 If the subscriber cannot log on but you require the CallPilot version number navigate to windows system nmdcva exe 2 Right click the file and select Properties The Properties page appears 3 Select the Version tab The version number for Unified Messaging is displayed CallPilot Unified Messaging Installation and Maintenance Guide 44 Chapter 4 Troubleshooting Microsoft Outlook default mail client You see the error message when you install Unified Messaging Either Outlook is not the default mail client or there is no default mail client to fulfill the current request If Outlook is installed on the subscriber s computer but they do not want Outlook to be their default mail client they can change to another client after Unified Messaging is installed To define Outlook as the default mail client 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Internet Options icon The Internet Properties dialog box appears Click the Programs tab From the E mail list box select Microsoft Outlook Click the OK button Image Viewer is not installed Subscribers need Imaging for Windows to view and compose faxes During installation CallPilot checks for Imaging for Windows If
25. al update you must replace the current database design using a CallPilot template Replacement of the database design removes any customization in the current database design To update the Mail database design manually Start Lotus Notes 2 On the Help menu select About Notes Desktop Make a note of the version of Lotus Notes 3 Click the Mail database The Mail database has the subscriber s name and the envelope icon CallPilot Unified Messaging Installation and Maintenance Guide 30 Chapter 3 Installing and configuring Unified 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 Setting up the CallPilot Address Book on the Lotus Notes server If you want users to access the address book from the Notes server you must set it up for them To set up a copy of the CallPilot address book on the Notes server you install an empty Lotus Notes database callpilot nsf on the server and fill the database with the CallPilot address book information Update the address book on the Notes server regula
26. ate To manually download the CallPilot Address Book 1 Make sure that Address Book People CallPilot window is the active window 2 On the Actions menu select Download CallPilot Address Book The dynamic link library nNOTES dIl could not be found in the specified path 1 On your desktop right click the Lotus Notes icon select Properties and then click the Shortcut tab Examine the properties of your Lotus Notes shortcut Verify the path in the Start in box Note Usually when Lotus Notes creates a shortcut it puts a working directory in this box 4 Add or update the path 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 P0945074 03 Chapter 4 Troubleshooting 51 Troubleshooting after logging on The CallPilot address book is empty Lotus Notes 5 0 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 Exchange Outlook and Group Wise clients 1 Click Download CallPilot Address Book 2 If it responds with 0 en
27. d Messaging 0 0 cee tees 17 Setting the default email client nunn na naaa 23 Goniguning OYlgok 200Z ose caccdun cee pawees Monmeg cass deve nadpanuLesans 24 Using Outlook 2002 as an Internet mail client 0 0 ae 24 Configuring Novell GroupWise 00 2105 cecs eee dba eke dee eee ee 26 Removing the CallPilot Message Store 0 000 e eee ee 26 Configuring GroupWise for Unified Messaging 000 0c eee neces 26 Configuring LOWS Noles ccaici ceca bas caeGacaeseeaeer cee ea fete nkbea Re kx 29 Updating the Mail database 000 eee es 29 Updating the database automatically 200 0 00 cee ees 29 Updating the database manually cc0icncicease rec bd bee vane baeweeeeada 29 CallPilot Unified Messaging Installation and Maintenance Guide 4 Contents Setting up the CallPilot Address Book on the Lotus Notes server 30 Setting up the CallPilot Address Book Automatic update 32 Configuring Internet Mail clients ananuna nanan 33 Configuring Outlook Express or Outlook in Internet Mail mode 33 Configuring an IMAP account on Outlook or Outlook Express 33 Configuring an LDAP directory service for Outlook Express or Outlook 35 Configuring special settings for Outlook Express or Outlook in Internet Mail mode 36 Testing the Outlook Express or Outlook in Internet Mail mode IMAP account 36 Configuring Ne
28. e IP address In the Password and Mailbox boxes enter the subscriber s password and mailbox numbers The email client opens P0945074 03 15 Chapter 3 Installing and configuring Unified Messaging It takes approximately 10 minutes to install Unified Messaging Depending on the subscribers expertise you can ask them to install CallPilot on their computer Installation information Before you install CallPilot on a subscriber s computer Make sure the subscriber s computer has the correct hardware and software requirements Refer to Hardware requirements on page 7 and Software requirements on page 8 If the subscriber has version 1 06 or earlier of Unified Messaging you must uninstall the earlier version before you do the installation procedure Refer to Uninstalling an earlier version of Unified Messaging on page 16 Ensure that the microphones speakers and sound cards that are connected to the subscriber s computer are configured Refer to the manufacturer s documentation If the subscriber wants to send or receive faxes on their computer that they have Imaging for Windows installed Refer to Fax requirements on page 16 Have this information available the fully qualified domain name FQDN of the Business Communications Manager 2 5 system or the IP address if you do not have a DNS the SMTP VPIM prefix of the Business Communications Manager 2 5 If you use Message Networkin
29. e 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 CallPilot Unified Messaging Installation and Maintenance Guide 24 Chapter 3 Installing and configuring Unified Messaging Configuring Outlook 2002 Outlook 2002 handles mail accounts differently than previous versions of Outlook This section describes how to configure the Unified Messaging options for Outlook 2002 To set Unified Messaging options 1 In Outlook on the Tools menu click E mail Accounts The E mail Accounts wizard appears Choose View or change existing e mail accounts and then 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 Unified Messaging settings as required and then click the OK button Click Finish to exit the E mail Accounts wizard Using Outlook 2002 as an Internet mail client In Outlook 2002 Corporate mode and Internet Mail do not exist Instead the subscriber can manage all Exchange server IMAP and POP server and Web based e mail accounts from the same interface This section describes how to configure Outlook 2002 as an Internet mail client that works with Unified Messaging for Internet Mail clients If the subscriber uses Unified Messag
30. e on the same computer you must follow the procedure If you are Installing Unified Messaging for Outlook and GroupWise on page 16 CallPilot Unified Messaging Installation and Maintenance Guide 20 Chapter 3 Installing and configuring Unified Messaging 10 Click the Next button The Language selection screen appears Select Language x NERTEL iks Select Language Preference CallPilot Desktop Messaging supports the languages listed in the box below Please select the one you prefer If at a later time you wish to change to another language you can do so by running this setup program again Language English US or North American ome 11 From the Language list box select the language you want to use 12 Click the Next button The Select Destination Folder screen appears Select Destination Folder x NORTEL kks 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 selection of files to install A negative number indicates that there is not enough disk space to install the application to the specified drive Destination Folder C Program Files Nortel Browse Current Free Disk Space 1972828 k Free Disk Space After Install 1956313 k Cancel 13 Click the Next button to accept the default directory or click the Browse
31. 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 CallPilot Unified Messaging Installation and Maintenance Guide 28 Chapter 3 Installing and configuring Unified Messaging 20 Click the Volume Control tab 21 Select the default speaker and microphone volumes from this tab The microphone level can be changed only from this dialog box The subscriber can change the volume level and the volume control on the player from this dialog box The selected volume level is used for future player sessions 22 Click OK to save your changes and close the dialog box P0945074 03 Chapter 3 Installing and configuring Unified Messaging 29 Configuring Lotus Notes Updating the Mail database In Lotus Notes the Mail database design determines which messages appea
32. ext 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 O N a In Outlook on the Tools menu click Options Click the Mail Format tab In the Message Format section select Plain Text Click OK CallPilot Unified Messaging Installation and Maintenance Guide 26 Chapter 3 Installing and configuring Unified Messaging Configuring Novell GroupWise This section is an overview of how GroupWise is integrated with CallPilot For information on how to use GroupWise to address compose open delete and perform other CallPilot operations refer to the Unified Messaging Quick Reference Guide or the online Help Note If the subscriber uses Novell GroupWise they must have Windows Messaging 4 0 installed on their computer This is normally the case when Windows is installed on a computer However if Windows Messaging 4 0 is not installed the GroupWise installation gives you these options e Install the complete Windows Messaging system e Leave Windows Messaging as is Install the Complete Windows Messaging system even if Windows Messaging is already installed This ensures that the GroupWise option is available during Unified Messaging installation After you install GroupWise you must configure it for Unified Messaging Removing the CallPilot Message Sto
33. fied Messaging to delete these messages and they are also logged on to their mailbox from their telephone they cannot delete messages using Unified Messaging Ask the subscriber to end the telephone mailbox session and then try to delete the messages from Unified Messaging Messages no longer on server The subscriber receives the error message This message could not be found on the server Messages must exist on the server in order to be played via the telephone Use computer to play this file Port failed Voice messages that are saved to the subscriber s computer are no longer in their CallPilot Inbox The subscriber 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 like hello to initiate message playback 2 Ask the subscriber to check the CallPilot player status bar If it states Open Pending hang up the telephone Click Computer on the player and then click telset playback The phone rings again 3 Tell the subscriber that if the Status bar still says Open Pending hang up again and wait three to five minutes and try to play the message again If this problem persists contact your Nortel Networks Customer Technical Sup
34. g 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 is already installed This ensures that the GroupWise option is available during Unified Messaging installation CallPilot Unified Messaging Installation and Maintenance Guide 16 Chapter 3 Installing and configuring Unified Messaging Fax requirements If subscribers intend to send and receive faxes on their computer they must have Imaging for Windows installed To check whether Imaging for Windows is installed 1 Click the Windows Start button point to Programs point to Accessories and click Imaging The Imaging for Windows window appears Uninstalling an earlier version of Unified Messaging If the subscriber has Unified Messaging 1 06 or earlier on their computer uninstall it before you do the installation procedure To uninstall Unified Messaging 1 06 or earlier 1 Quit any open applications including the CallPilot installation program If you use Microsoft Exchange or Microsoft Outlook it can take an additional minu
35. g online Help 000 eee 56 Toaccoss oine HEP 4 cos cheese eeeaedesebaaeeeatosaeenesbuswe sas aires 56 Using Unified Messaging Support Tools 0 0 0 ccc eens 57 Resetting the CallPilot message store for Microsoft Exchange or Outlook 57 oP e has hay Sed r AT aa a edd aces eae CU dene dads Gated hae AeA 58 DONO OPTA cacxiteie teeta yeshedaluseeeeaed teehee traben kabei 58 CP Tace Seling 2 c2ceeigetd iments genet renie teed iondianae deans 59 INDEX snc cccnSerdewee canbe celad cineca canneemiwes dhe eeion wen Se 61 CallPilot Unified Messaging Installation and Maintenance Guide 6 Contents P0945074 03 Chapter 1 Requirements for installing Unified Messaging About CallPilot Unified Messaging CallPilot Unified Messaging is a multimedia messaging application Unified Messaging works with email clients to provide a single graphical interface for email messages and CallPilot voice fax and text and messages This guide tells a System Administrator how to install configure and troubleshoot CallPilot on a Business Communications Manager 2 5 system and on subscribers computers You can install CallPilot on subscribers computers or subscribers can perform some configuration and troubleshooting tasks under your guidance Hardware requirements The following list contains both the minimum and recommended hardware that Unified Messaging software needs for operation IBM PC or compatible
36. ger 2 5 system For example issue a network command to the Business Communications Manager 2 5 system exactly as it appears in your Unified Messaging configuration Try to ping using the DOS prompt and ensure that you receive a valid response from the Business Communications Manager 2 5 system If you do not have network connectivity to the Business Communications Manager 2 5 system you are not able to access Unified Messaging Ensure that DNS is configured on this computer Under TCP IP properties select the DNS tab Ensure that a DNS server is listed Verify that it is the correct IP address for the DNS server Check with the DNS administrator whether the server name is in the DNS server Verify that the correct hostname is configured in the DNS server The following actions can be taken to resolve this situation The CallPilot FQDN must be properly configured in the DNS server Refer to Configuring environments without a DNS on page 13 for instructions on configuring CallPilot Unified Messaging in an environment with no DNS server P0945074 03 Chapter 4 Troubleshooting 47 CallPilot Logon Failure The subscriber sees a message that their computer is not connected to the network Microsoft CallPilot Logon Failure E x Your computer does not appear to be connected to the network Would you like to retry the connection or work offline 54187 640 0413303 17775 Copyright Microsoft Corporation 1995
37. he Internet client SMTP Simple Mail Transfer Protocol SMTP is a protocol for sending email messages between servers Most email systems that send mail over the Internet use SMTP to send messages 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 P0945074 03 Chapter 2 Configuring your system for Unified Messaging 13 Configuring environments without a DNS The Domain Name System DNS is an Internet service that translates domain names into IP addresses Because domain names are alphabetic they are easier for subscribers to remember The Internet is based on IP addresses Every time you use a domain name therefore a DNS must translate the name into the corresponding IP address For example the domain name www example com can translate to 198 105 232 4 The DNS is in fact its own network If one DNS server does not know how to translate a particular domain name it asks another one and so on until the correct IP address is returned Unified Messaging uses Domain Name resolution which is provided by a DNS If your network does n
38. hing for the notes ini file on the hard drive If the file is not found the Lotus Notes option is disabled during installation If the notes ini file is located on a server you can disable Lotus Notes detection to install Unified Messaging for Lotus Notes To disable Lotus Notes detection 1 2 Quit the Unified Messaging installation program Click the Start button and click Run The Run dialog box appears In the Open box type setup exe ld Restart the Unified Messaging installation program If you are installing Unified Messaging on a Windows NT or a Windows 2000 system a message appears that prompts you to enter your user name and password P0945074 03 Chapter 3 Installing and configuring Unified Messaging 23 5 Click the Next button The installation progress bar appears and indicates that files are being copied RTEL NETWORKS rm Current File Copying file C AWINDOWS SYSTEM nmquick exe EERARRERRR ROS Rae All Files Time Remaining 0 minutes 20 seconds BENTAR 6 Click the Finish button to complete the installation Setting the default email client After you install Unified Messaging you must set the default email client To set the default email client 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Internet Options icon The Internet Properties window appears Click th
39. ime setting in System Properties during daylight savings time and that the Daylight Savings Time setting is not selected when it is not daylight savings time This value ensures that Unified Messaging messages have the correct time stamp For more information refer to the CallPilot Manager Set Up and Operation Guide Unified Messaging and data network security Due to the complexity and diversity of network configurations this guide does not cover data network security issues Discuss security issues with a security specialist or data network administrator CallPilot Unified Messaging Installation and Maintenance Guide 12 Chapter 2 Configuring your system for Unified Messaging Configuring IMAP LDAP SMTP servers for Unified Messaging CallPilot supports IMAP LDAP protocols which let Unified Messaging subscribers access their CallPilot mailboxes using Microsoft Exchange Microsoft Outlook Lotus Notes Novell GroupWise and selected third party Internet mail clients Microsoft Outlook Express Microsoft Outlook Netscape Messenger and Qualcomm Eudora Pro Each type of desktop client is configured and used slightly differently To configure a specific desktop client refer to Installing and configuring Unified Messaging on page 15 Although you individually configure the desktop clients you configure Business Communications Manager 2 5 the same way for all the desktop clients it supports Follow the instructions in this chapter
40. ing with an Exchange Server you should install Unified Messaging for Outlook on their computer The Unified Messaging installation program automatically configures Outlook with the required settings To define the CallPilot mailbox settings 1 In Outlook on the Tools menu click E mail Accounts The E mail Accounts wizard appears Select Add a new e mail account and then click Next The E mail Servers page appears Select IMAP and then click Next The Internet E mail Settings IMAP page appears Specify the settings for the subscriber s CallPilot mailbox e User Information Type the subscriber s name and CallPilot address in the boxes Enter the address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local CallPilot server gt Logon Information Type the subscriber s CallPilot mailbox number and password in the boxes P0945074 03 Chapter 3 Installing and configuring Unified Messaging 25 6 e Do not select the Log on using Secure Password Authentication SPA check box e Server Information Enter the CallPilot fully qualified domain name FQDN for both the incoming and outgoing servers Click Next A message appears that confirms the changes Click Finish To configure access to the CallPilot Address Book 1 a A O N 6 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 N
41. isticated telecomunications functions CTI connects the intelligence of a personal computer with the power and flexibility of the Nortel Networks Business Communications Manager To increase employee productivity and customer satisfaction a number of applications are supplied here and downloadable to the Client desktop by making the appropriate selection from the menu on the left i2050 Software Phone Personal Call Manager e Note Applications may be dependent on other components or software keys in order to be functional Each application page will identify the dependencies required in order to activate the appropriate functionality Toolkits Call Detail Recording LAN CTE TAPI 2 1 Installation Unified Manager Java Class Library Unified Manager Java Class Library Netscape 4 7 x on Sun Solaris 2 6 Developer Program Program Description Developer Categories Download Unified Messaging 5 Click the Download Unified Messaging button The File Download dialog box appears 6 Select Run this program from its current location and click the OK button Unified Messaging downloads to the subscriber s computer P0945074 03 Chapter 3 Installing and configuring Unified Messaging 19 On the subscriber s desktop click the Desktop Messaging exe icon The setup program starts and the Welcome window appears NORTEL Welcome to the CallPilot Desktop NETWORKS Messaging Installation Wizard
42. lp 4 Ask the subscriber to ensure that they are attaching only TIFF F VBK WAV or TXT files to your messages Unified Messaging does not accept any other file types 5 Ifthe subscriber is sending to a remote location ask the subscriber to verify that the address is valid and still exists For fax machines ensure that the fax number is valid and the machine is accepting faxes Ensure that the subscriber has the capability to dial the number Refer to the CallPilot Manager Set Up and Operation Guide 8 Verify that the remote server is responding by issuing a network command on the Business Communications Manager 2 5 system Internet Mail clients cannot send or receive WAV files Unknown appears in the Sender field In some messages the subscriber sees a name or phone number in the Sender field In other messages the subscriber sees Unknown If the caller s phone system has Calling Line ID CLID information appears in the Sender field for messages that are created when people phone you and you are not available If CLID information is not provided 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 CallPilot Unified Messaging Installation and Maintenance Guide 54 Chapter 4 Troubleshooting The subscriber has problems with faxing The subscriber requires Imaging for Window to
43. m the Mail amp Newsgroups category select Addressing From Pinpoint Addressing select both Address Books and Directory Server From the Mail amp Newsgroups category select Messages From the By default forward messages list box select As Attachment From Send messages that use 8 bit characters select Using the quoted printable MIME encoding From the Mail amp Newsgroups category select Copies and Folders Make sure all the check boxes are clear From the Mail amp Newsgroups category select Formatting From Message formatting select Use the plain text editor to compose messages From the Mail amp Newsgroups category select Return Receipts From If I request a receipt when sending a message I want select A delivery receipt from the receiving server DSN From When a receipt arrives select Leave it in my Inbox Click the OK button P0945074 03 Chapter 3 Installing and configuring Unified Messaging 39 Configuring an LDAP directory service for Netscape Messenger Start Netscape Messenger 2 On the Communicator menu select Address Book The Address Book screen appears 3 On the File menu select New Directory The Directory Server Property screen appears 4 In the Description box type a descriptive name for the subscriber s CallPilot directory service 5 Inthe LDAP server box type the FQDN of the Business Communications Manager 2 5 system 6 Inthe Search Root box type the sea
44. mail Accounts wizard appears Select View or change existing e mail accounts and then click Next In the e mail account list select CallPilot Unified Messaging While you press the Ctrl and Shift keys click Change The CallPilot Outbox Fix dialog box appears 5 Click Fix outbox P0945074 03 Chapter 4 Troubleshooting 49 Troubleshooting Lotus Notes log on problems When Unified Messaging is installed Unified Messaging appears under Folders and Views In the Personal Name and Address Book on Local database two new views are created e Groups CallPilot e People CallPilot 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 Subscribers cannot see CallPilot Unified Messaging When the subscriber logs on they do not see Unified Messaging 1 Verify that the subscriber is in Folders and Views 2 If they do not see Unified Messaging and they are in Folders and Views ask the subscriber to uninstall the current version of CallPilot and then reinstall it When they reinstall tell them to make sure that when they reach the Ready to Install window they select the Update Lotus Notes databases check box Note Even if the subscriber does not select the check box you can manually update the Mail database design Replace the Mail database design only if you have not customized Lotus Notes If yo
45. nish button On the menu bar on the Tools menu click Options From the Category heading click the Attachments icon The Options screen appears From Encoding method select MIME From the Category heading click the Styled Text icon From the When sending mail with styled text HTML select Send plain text only Click the OK button You return to the main screen CallPilot Unified Messaging Installation and Maintenance Guide 42 Chapter 3 Installing and configuring Unified Messaging Configuring an LDAP directory service for Eudora Pro A O N o 10 11 Start Eudora Pro On the Tools menu click Directory Services From the Protocols box select LDAP Click the New Database button The Modify Database screen appears Click the Network tab In the first box type a descriptive name for the CallPilot directory service In the Host Name box type the FQDN or the IP address of the Business Communications Manager 2 5 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
46. o them e Verify that the subscriber has a mailbox Class of Service with fax capability e Make sure that the people the subscriber is sending faxes to can receive faxes For more information refer to the Unified Messaging Quick Reference Guide The subscriber has problems with receiving replies Recipients can see the subscriber s CallPilot messages and people receive the messages that the subscriber sends but the subscriber does not receive replies to their messages 1 On the Actions menu select CallPilot Configuration 2 Click Properties 3 Ensure that the SMTP VPIM prefix is specified correctly P0945074 03 Chapter 4 Troubleshooting 55 Deleted messages remain in the subscriber s mailbox When a subscriber deletes messages using Unified Messaging the messages are still in the subscriber s mailbox when they access the mailbox using the telephone If the messages that they delete on the desktop are still in a Deleted Items Folder in the CallPilot Message Store the messages remain in the subscriber s CallPilot mailbox The subscriber still has these messages when they access them from the telephone To remove the messages from both mailboxes the subscriber must permanently delete them from the Deleted Items folder The subscriber cannot delete messages The subscriber cannot delete their messages When the subscriber tries to delete the messages permanently the messages remain If the subscriber is using Uni
47. onfigure the client Configuring Outlook Express or Outlook in Internet Mail mode If your Internet mail client is 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 Accounts The Internet Accounts screen appears Click Add and then click the Mail option The Internet Connection Wizard starts up In the Display name box type your name Click the Next button The Internet Connection Wizard Internet E mail Address screen appears CallPilot Unified Messaging Installation and Maintenance Guide 34 Chapter 3 Installing and configuring Unified Messaging 10 11 12 13 14 15 16 17 18 19 In the E mail address box type the subscriber s CallPilot mail address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local Business Communications Manager 2 5 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 Business Communications Manager 2 5 system If your network does not use DNS enter lt hostname gt localdomain as the FQDN where the hostname is that of the Business Communications Manager 2 5 system Click the Next button The E Mail Server Names screen appears From the
48. ot have a DNS then you must configure Unified Messaging to use IP addresses Configuring Unified Messaging with IP address only If you do not use DNS to resolve domain names configure the Business Communications Manager 2 5 system and client computers to use an IP address only 1 Ensure no DNS servers are currently configured Enter the host name on the Business Communications Manager 2 5 system Configure computers running Unified Messaging with the IP address of the Business Communications Manager 2 5 system To ensure no DNS servers are currently configured Start Unified Manager From the Services menu choose DNS Ensure that the Primary amp Sec Server IP Addr field is empty If itis not delete any entries and press the Enter button to save your changes To enter a Host Name on the Business Communications Manager 2 5 system Start Unified Manager Choose System from the list box In the System Name box enter a system name A system name can be any name for example myCompany 4 Press the Enter button to save your new system name CallPilot Unified Messaging Installation and Maintenance Guide 14 Chapter 2 Configuring your system for Unified Messaging To configure access to the Business Communications Manager 2 5 system on a subscriber computer On each subscriber computer 1 Start Unified Messaging for the first time on the client computer The Unified Messaging Logon page appears In the Server box type th
49. port CallPilot Unified Messaging Installation and Maintenance Guide 56 Chapter 4 Troubleshooting The Message Waiting Indicator is active but there is no new message The subscriber s telephone message waiting indicator is activated but there is no new message in the subscriber s Desktop Inbox Messages are downloaded from the Business Communications Manager 2 5 system 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 OND If you want to check for mail immediately on the Actions menu select Refresh CallPilot Message List Accessing Unified Messaging online Help Unified Messaging for Microsoft Exchange and Outlook Novell GroupWise and Lotus 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 Exchange or 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 Inbo
50. puter close any open Windows applications 2 Point the web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 2 5 The Business Communications Manager 2 5 Unified Manager screen appears Business Communications Manager Unified Manager Gie System Administration amp Management Preinstalled Client Access Home Page Wizards Setup and Management Wizards Documentation Documentation Product Overview amp Tips BRU Backup Restore Utility Maintenance Product Maintenance and Support 3 Click the Install Clients button The Download Desktop Applications screen appears CallPilot Unified Messaging Installation and Maintenance Guide 18 Chapter 3 Installing and configuring Unified Messaging 4 Inthe left frame click the CallPilot Unified Messaging link NORTEL NETWORKS Call Center Applications Call Center Reporting Maste Client Call Center Reportin Multiple Client Multimedia Call Center Desktop Applications Attendant Console Desktop Assistant Desktop Assistant Pro Business Communications Manager Your Location BCM Download Client Applications Business Communications Manager Computer Telephony Integration Computer Telephony Integration CTI provides companies with the ability to turn a desktop computer into a powerful communications tool combining sight sound text animation video graphics and other soph
51. r in the Notes message list There are two ways to update the database design for Desktop Messaging e automatic update this updates the database automatically when you install Unified Messaging recommended e manual update you or the subscriber must update the database manually after you install Desktop Messaging We recommend the automatic update option It provides the optimal configuration for message storage is compatible with customized database designs and does not require any manual updates to the database design Updating the database automatically To automatically update the Mail database select the Update Lotus Notes Databases option when you install Unified Messaging When the installation is complete Unified Messaging is ready to use and does not require any manual changes to the Mail database When you use this update method Lotus Notes stores CallPilot messages in a separate folder This configuration lets users easily prioritize CallPilot messages since they are not mixed with other e mail messages 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 manu
52. r requires me to log on 35 N Netscape Messenger 8 configuring 37 configuring IMAP account 37 configuring LDAP directory service 39 Return Receipts 38 testing IMAP account 39 O online Help Address Formats 52 Outlook Express or Outlook Internet Mail mode configuring 33 R related information products 8 S servers IMAP 12 LDAP 12 SMTP 12 Simple Mail Transfer Protocol See SMTP 12 SMTP server 12 server name 34 SMTP VPIM 46 SMTP VPIM prefix 15 27 33 37 43 support tool CPTrace 58 reset CallPilot message store for Microsoft Outlook 98 2000 57 for Outlook 97 57 Supported integrated clients 8 Supported Internet Mail clients 8 T timeout 35 Search timeout 42 troubleshooting after successful logon 51 Exchange Outlook and GroupWise clients 51 Exchange Outlook client 51 during installation 43 logon failures 46 obtaining the version number 43 Unified Messaging support tools 57 update CallPilot user Mail database for administrator 45 U Unified Messaging about 7 data network security 11 hardware requirements 7 online Help 56 optional hardware requirements 7 related documents 8 software requirements 8 supported IMAP Internet clients 8 supported integrated clients 8 supported Internet Mail clients 8 Unified Messaging support tools 57 uninstalling earlier version of Unified Messaging 16 user installation fax requirements 16 V VPIM 12 Networking 12 W Windows Messaging 4
53. rch base Use the search base ou suers ou callpilot 7 Click the OK button Testing the Netscape Messenger IMAP account 1 Use your telephone to log on to your CallPilot mailbox 2 Compose a test voice message and send it to the subscriber 3 Have the subscriber check that the message appears in Netscape Messenger CallPilot Unified Messaging Installation and Maintenance Guide 40 Chapter 3 Installing and configuring Unified Messaging Configuring Eudora Pro To change any part of this configuration after it is complete on the Tools menu click Options to display the configuration screens Configuring an IMAP account on Eudora Pro 1 10 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 Settings screen appears Note If you have another IMAP account for your CallPilot mailbox you can import the settings This configuration assumes that the Eudora IMAP account is a new configuration From Would you like to select Create a brand new email account Click the Next button The New Account Wizard Personal Information screen appears In the Your Name box type the subscriber s name Click the Next button The New Account Wizard E Mail Address screen appears In the E Mail Address box type the subscriber s CallPilot mail address Enter the subscriber s email address in the form lt SMTP VPIM prefix
54. re When you install Unified 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 2 Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears In the list select CallPilot Unified Messaging for Novell Group Wise Click the OK button Configuring GroupWise for Unified Messaging 1 Start GroupWise 2 On the Tools menu click CallPilot point to CallPilot Configuration and click CallPilot Configuration Menu The CallPilot Unified Messaging dialog box appears 3 In the Server box enter the Business Communications Manager 2 5 system name or IP Address P0945074 03 Chapter 3 Installing and configuring Unified Messaging 27 10 11 12 13 14 15 16 17 18 19 In the SMTP VPIM prefix box enter the SMTP VPIM prefix of the subscriber s address If the Network Messaging option is not enabled leave this box blank If Network Messaging is installed enter the value in CallPilot Manager in the Digital Networking Properties page in the Local Prefix box In the Mailbox box enter the subscriber s mailbox number At Check for new messages Automatically Manually if
55. reen appears Click the Directory Service tab Click the Add button and click Directory Service The Internet Connection Wizard starts 5 In the Internet directory LDAP server box type the FQDN or IP address of the Business Communications Manager 2 5 system Do not select the My LDAP server requires me to log on check box 6 Click the Next button The Internet Connection Wizard Check E mail Addresses screen appears 7 Ifthe subscriber wants to check for addresses in the CallPilot LDAP directory when they address messages select Yes 8 Click the Next button The Internet Connection Wizard Congratulations screen appears 9 Click the Finish button The Internet Accounts screen appears 10 Click the Properties button and then click the Advanced tab 11 If your network is slow move the slide bar under Search timeout toward Long to increase the timeout 12 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 13 In the Search base box type the search base for the CallPilot directory The search base is ou users ou callpilot 14 Click the OK button The Internet Accounts screen appears again 15 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
56. reguiremMmeEn S 2655s ee ie ee Sede eee ER edatia dmir Eni r EE ERE 8 Supported Integrated clients ces eee acdc eee a eee 8 Supported Internet Mail clients ccaccccne nce rw n ea eek REA WARM ORD ROM 8 Voice format for Business Communications Manager 2 5 20 05 8 Peles ermine isa kone wee eke Pade agUite ee eee eae ewe ee 8 Where to get help cccccccttosav ete etc ede neeebeienveener dear reoneceemes 9 Chapter 2 Configuring your system for Unified Messaging 2005 11 Before you install Unified Messaging 0 200 e eee eee eee 11 Unified Messaging and data network security 0000000s 11 Configuring IMAP LDAP SMTP servers for Unified Messaging 12 NE eee te ttre bok Rak ieee amp acer ON bt ae ne a coos 12 LDAP 2822 c50e5h602240620462540 00005 0500 ORea SRL Sa RRR EER 12 SME ssri pakertaa te Peak bei ePASAR REIS OBA KORE SRE EES 12 Configuring environments without a DNS 00000 e eee eee 13 Configuring Unified Messaging with IP address only 05 13 Chapter 3 Installing and configuring Unified Messaging 00008 15 instalation NON ou oo we caked ee cas fi aed Pade ea ee ke wees 15 Fax MEQUIFEMENS ccncccveri idee Seat ibani eden seer eok ri ekis ees 16 Uninstalling an earlier version of Unified Messaging 004 16 If you are Installing Unified Messaging for Outlook and GroupWise 16 Installing Unifie
57. rly to ensure that the address information is accurate Alternatively you can set up the Lotus Notes server to automatically update the CallPilot address book using the automatic update utility To install the CallPilot database 1 Insert the CallPilot Desktop CD in the Lotus Notes server CD ROM drive 2 From the Server directory run setup exe An empty Lotus Notes database file called callpilot nsf is created To adding the CallPilot database to the Lotus Notes workspace 1 From the Lotus Notes server click File point to Database and click Open The Open Database dialog box appears 2 From the Server Workspace open a Lotus Notes database Note Make sure that you open the database from the Server Workspace not the Local Workspace P0945074 03 Chapter 3 Installing and configuring Unified Messaging 31 3 Click the Browse button to locate the callpilot nsf file in the notes data directory Open Database xi Server Done CallPilot Server v zi Help Database CallPilot Adc k Open Database Catalog Domino 1 5 User s Guide Add Icon Domino SSL Administration Nortel s Address Book About NortelNetworks Nortel Stats Notes Help Filename callpilot nsf Select the callpilot nsf file and click the Select button Click Add Icon to add the icon to the Server Workspace The new icon appears on the Lotus Notes server workspace Double click the icon to open the
58. rom CallPilot The messages are removed gt from the client computer cache Messages are downloaded again from Business Communications Manager 2 5 system to the client computer This feature is intended for system administrators and CallPilot product support CallPilot Unified Messaging Installation and Maintenance Guide 58 Chapter 4 Troubleshooting CPTrace You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on You save this information to a log file that you can analyze to determine the cause of the problem Problems you can look for include e trouble connecting to the Business Communications Manager 2 5 system e CallPilot player problems e address book problems e problems with message compose reply forward delete and notification To use CPTrace you must understand Unified Messaging functionality and the corresponding components on the IMAP server Note Running CPTrace affects how CallPilot works It is possible that you will not be able to reproduce problems while CPTrace is running CPTrace exe is installed with each desktop client in the Program Files Nortel lt client directory gt e for Microsoft Exchange and 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 od 16 04 26 090 CallPilot
59. t This file is stored in a temporary directory Always on top Check this box to keep the CPTrace tool on top of other windows CallPilot Unified Messaging Installation and Maintenance Guide 60 Chapter 4 Troubleshooting P0945074 03 61 Index A Access to Business Communications Manager 2 5 14 Accessing Help 56 Business Communications Manager 2 5 voice format 8 C CallPilot Message Store 26 CallPilot Address Book setting up in Outlook Internet mail mode 25 setting up in Outlook Express 25 CLAN IP address 33 Configuring access to Business Communications Manager 2 5 14 environments without a DNS 13 Eudora Pro 40 GroupWise 26 IMAP account on Outlook Express 33 Internet mail clients 33 IP address only 13 LDAP directory service for Outlook Express 35 Lotus Notes 29 Netscape Messenger 37 Outlook Express or Outlook Internet Mail mode 33 special settings for Outlook Express or Outlook Internet Mail mode 36 D Domain Name System DNS 53 configuring environments without a DNS 13 E entering domain name IP address only 13 host name IP address only 13 error message Image Viewer is not installed 44 No authorization to perform this operation 44 estimated installation time Unified Messaging 15 Eudora Pro 8 configuring 40 configuring IMAP account 40 configuring LDAP directory service 42 testing IMAP account 42 F Fully Qualified Domain Name FQD
60. t Unified Messaging Installation and Maintenance Guide 52 Chapter 4 Troubleshooting To fix the Outbox 1 On the subscriber s computer on the Tools menu click Services The Services dialog box appears Select CallPilot Desktop Messaging Press the Ctrl Shift keys and click Properties The CallPilot Outbox Fix dialog box appears CallPilot Outbox Fix 4 Click the Fix outbox button The subscriber cannot send messages The subscriber cannot send messages to fax AMIS or digital networking subscribers 1 Make sure that the subscriber is addressing the message correctly Refer the subscriber to Address Formats in their online Help Ensure the subscriber has the capability to send messages to fax AMIS and digital networking subscribers Security concerns can restrict subscribers from composing messages to these types of subscribers For fax addresses ensure that you can dial the number the subscriber is specifying from the subscriber s phone set Set based restrictions can preventing the call from completing The subscriber cannot send a CallPilot message The subscriber cannot send a CallPilot message When the subscriber clicks Send an error message appears that says Error Failed to send message Ask the subscriber to check that their mailbox 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 mess
61. te or two for the mail services to shut down Click the Windows Start button point to Programs point to Nortel Networks CallPilot Unified Messaging and click Uninstall CallPilot Unified Messaging for the specific email client The Uninstall window appears Click the Uninstall NOW button If a message appears that asks if you want to delete any files beginning with the letters nb nm or ns click the Yes button If you are uninstalling Unified Messaging for Lotus Notes you must enter your Lotus Notes password before the uninstall process continues If you are Installing Unified Messaging for Outlook and GroupWise If you want to install Unified Messaging for both Microsoft Outlook and Novell GroupWise on the same computer you must install each client separately 1 The first time you install Unified Messaging select the Exchange Outlook email client only and when you reach the Additional Options screen make sure you select the Update default mail profile option Install Unified Messaging a second time and this time select the Novell GroupWise email client only When you reach the Additional Options screen make sure you select the Update default mail profile option P0945074 03 Chapter 3 Installing and configuring Unified Messaging 17 Installing Unified Messaging You install Unified Messaging from the Business Communications Manager 2 5 Unified Manager To install Unified Messaging On the subscriber s com
62. the subscriber uses ISDN or dialup select Manually This option saves on toll charges by not continuously checking for new messages on the Business Communications Manager 2 5 system Select Include original message header when forwarding or replying This adds header information to each forward or reply so that Unified Messaging messages are consistent with other email messages Subscribers can disable this feature if they wish to Note Business Communications Manager 2 5 treats the attached text header of a voice message as a fax when accessed from the telephone Select the Remember password check box if the subscriber does not want to enter their password each time they log on Click the Address Book tab In the Path box enter the location of the local CallPilot address book From the Order list box select the order in which you want the names to be displayed in the address book Select the Remind me to download address book every __ day s if subscribers want to download addresses automatically from the system The default is every 20 days Subscribers can change the number of days if they want to If subscribers do not want to download the address book do not select this check box If you want to download the address book now click the Download now button Subscribers can click this button whenever they want to download the address book Click the Apply button Click the Audio tab Select the Choose audio device before
63. to configure the IMAP LDAP SMTP servers IMAP Internet Message Access Protocol IMAP lets a client access and use electronic mail messages on a server These messages are always stored on Business Communications Manager 2 5 IMAP lets subscribers check for messages from any location with an Internet connection IMAP also lets subscribers access messages from multiple locations IMAP is a method of accessing electronic mail or bulletin board messages that are kept on a shared mail server IMAP lets a client email program access remote message stores as if they were local For example email stored on an IMAP server can be accessed from a computer at home a workstation at the office and a notebook computer while traveling without the need to transfer messages or files between these computers LDAP Lightweight Directory Access Protocol LDAP is a set of protocols for accessing information directories LDAP supports TCP IP which is necessary for any type of Internet access LDAP lets a client search for and use information entries on a directory server such as the Business Communications Manager 2 5 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 t
64. tries found verify that the search base is correct The subscriber has message access problems The subscriber has modified the settings so that they are now correct but the subscriber still cannot access their messages If you modified the settings while Unified Messaging was open close and reopen Unified Messaging so that the settings take effect The subscriber has problems sending messages When the subscriber sends a message it arrives in the recipient s Exchange Outlook mailbox but it does not arrive in the CallPilot message mailbox 1 Ensure that when you address the message you locate the recipient s address in the CallPilot Address Book If the recipient is defined in your Personal Address Book then ensure that the Personal Address Book entry is a CallPilot address 2 To ensure that the recipient is defined as a CallPilot Address type highlight the name click Properties and verify that the Address Type CallPilot 3 Before you send the message in the To field highlight the Recipient click Properties and verify that the Address Type CallPilot Messages remain in the subscriber s Outbox On Microsoft Exchange or 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 Exchange Outlook client Remove the Exchange server then re add it to the subscriber s profile CallPilo
65. tscape Messenger 0 00 cece eee eee 37 Configuring an IMAP account on Netscape Messenger 5 37 Configuring an LDAP directory service for Netscape Messenger 39 Testing the Netscape Messenger IMAP account 2000 0000 39 Conigurmg Eudora PrO lt i 5 i shin lesb ire taeaRy AREE RA 40 Configuring an IMAP account on Eudora Pro 000s cece eee eee eee 40 Configuring an LDAP directory service for Eudora Pro 000 eee 42 Testing the Eudora Pro IMAP account 2 ccs ak eke aed See ea eo 42 Chapter 4 TGUBIESNOSUNG i580 465455 cnten os01s OOS Nd asd Ts ers aw ae eareaes 43 Troubleshooting during installation suasa cece eee 43 Microsoft Outlook default mail client 0 00 e eee eee 44 Image Viewer is not installed 0 c eee ees 44 No authorization to perform this operation 2 0c ee eee eee 44 Troubleshooting log OF Probles ics ces Late ek Pa es cae Oe dee 46 valid Credentials cc dceeereeeeeae ieee inapti phein dapenen does 46 CalPiot Logon Faure cccuitedoeess cede dae ier Seta COSe4 ieee dae lt 4 47 Troubleshooting Outlook 2002 problems 0 000 cece eee 48 Accessing CallPilot support tools in Outlook 2002 0 00 cee eee 48 Troubleshooting Lotus Notes log on problems 00000 cece eee 49 Subscribers cannot see CallPilot Unified Messaging 49 Replacing the Mail database design
66. u 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 one of the files into the notes data directory on the Lotus Notes server e cpmail45 ntf for Lotus Notes 4 5 e cpmail46 ntf for Lotus Notes 4 6 e cpmail50 ntf for Lotus Notes 5 0 Use File gt Database gt Open to add the mail database icon that you are going to update Select this icon Select File gt Database gt Replace design a A WO N In the Replace Database Design window select the Show advanced templates check box CallPilot Unified Messaging Installation and Maintenance Guide 50 Chapter 4 Troubleshooting 6 Make sure that e the Inherit future design changes check box is selected e Hide formulas and LotusScript is not selected Select CallPilot Mail R4 5 CallPilot Mail R4 6 or CallPilot Mail R5 0 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 templ
67. view and compose faxes During installation CallPilot checks for Imaging for Windows If it is not installed CallPilot is still installed successfully You can install the imaging software later To install Imaging for Windows 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears Click the Windows Setup tab Double click the Accessories icon In the list ensure that Imaging is selected Click the OK button oa Ff Q e If the error message states that the message cannot be sent because part of the media cannot be converted or because the media is not supported at the recipient s system ensure you only send attachments that are TIFF F WAV VBK or text files e Ensure that the subscriber and the recipients can send and receive fax TIFF F messages Also ensure that all TIFF files are TIFF F files created using the Nortel Fax Printer Not all TIFF files are class F e Ask the subscriber to check that their mailbox is not full When they log on to Unified Messaging or the telephone if they receive a message that their mailbox is full they cannot send any messages until they delete some messages to create space in their mailbox The subscriber has problems with fax reception People do not receive faxes sent by the subscriber or the subscriber does not receive faxes sent t
68. x on the Actions menu select CallPilot Help Topics P0945074 03 Chapter 4 Troubleshooting 57 Using Unified Messaging Support Tools Resetting the CallPilot message store for Microsoft Exchange or Outlook This feature is available only for subscribers who use Microsoft Exchange or 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 Outlook 97 1 Press Ctrl Shift 2 On the Tools menu select Check for New Mail 3 Press Ctrl Shift until the CallPilot Reset Mailbox dialog box appears 4 Press the Reset Mailbox button For Microsoft Outlook 98 2000 1 Press Ctrl Shift On the Tools menu click Send and Receive and then click CallPilot Transport Press Ctrl Shift until the CallPilot Reset Mailbox dialog box appears Reset mailbox removes the local copy of CallPilot message headers and attachments that are normally maintained in the inbox folder This allows a fresh set of headers to be downloaded from CallPilot Don t reset mailbox Select the Reset Mailbox button All CallPilot messages are purged from the subscriber s mailbox and the CallPilot message headers that are stored for the subscriber are downloaded again The messages disappear and then reappear one by one All message caching is lost Note The messages are not deleted f

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