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Avaya CallPilot Unified Messaging Installation and Maintenance Manual

1. 63 The subscriber cannot delete messages 0 0 cee eee eee 63 Messages no longer on Server 2 0 0 cece eee eee 63 Voice message does not play on telephone 000 ee ees 63 The Message Waiting Indicator is active but there is no new message 64 A reply to a message sent from Eudora is rejected on an AMIS network 64 Unified Messaging does not work properly for subscribers who use ICQ Express WN WUUOOK n4c cece eh ous eunes So ntaa suede bat 9 94dS CuK 64 Internet Mail client error messages 0000 cc ee es 65 Replacing the mail database in Lotus Notes 2 0 0 0 cee ees 68 Accessing Unified Messaging online Help 2 0 00 cee ee 70 Ta Online Help rss ces ene ees Hare KENDERI ee he ee cee eee ene yess 70 Using Unified Messaging Support Tools 0 0 eee 71 Resetting the CallPilot message store for Microsoft Outlook 71 GP TOCE i ee ee ee ee ee ee ee ee ee ee ee 72 OnO OGF IGO zeriet bing an buds bees ones PIRNES SAREE ee SR ERE 72 OGP Tace ON 66a 4 05 6489 9 45S eS Ed 4 4 iris irie ees 73 6k E A E E E Ee OR 75 CallPilot Unified Messaging Installation and Maintenance Guide 6 Contents P0602920 01 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 int
2. 0 0 0 0 ccc eee 26 Configuring mail delivery folders for Outlook 0 0 00 cece eee eee 27 RoE Ce TUD wea cease van Esarp Er eames gamy 7 see dees eae ous 28 Using Outlook 2002 as an Internet mail client 0 0 0 000 00a 28 Configuring Novell GroupWise 2 4 6c lt 5 coecteebeedrweebeebneesieeeedeens 30 Removing the CallPilot Message Store n n nannaa aana 30 Configuring GroupWise for Unified Messaging n nananana anaana anana 30 Coniguring Lotus Noles iirrrisririssisirikisrini ittini si trikis ira 33 Updating the Mail database 0 tees 33 CallPilot Unified Messaging Installation and Maintenance Guide 4 Contents Updating the database automatically 0 0 cee 33 Updating the database manually 0 000 ees 33 Setting up the CallPilot Address Book on the Lotus Notes server 34 Setting up the CallPilot Address Book Automatic update 36 Removing password prompts 00 cee eee ees 36 Configuring Internet Mail clients 0 0 0 0 ccc eee eee 37 Configuring Outlook Express or Outlook in Internet Mail mode 37 Configuring an IMAP account on Outlook or Outlook Express 37 Configuring an LDAP directory service for Outlook Express or Outlook 39 Configuring special settings for Outlook Express or Outlook in Internet Mail mode 40 Testing the Outlook Express or Outlook in Internet Mail mode IMAP acc
3. CallPilot Logon Failure Tour computer does not appear to be connected to the network Would you like to retry the connection or work offline 74167 640 041 53505 17775 Copyrightes Micrasak Corporation 1995 2001 All rights reserved This program is protected by US and intermational copyright laws as described in Help About Tell the subscriber to contact their network administrator CallPilot Unified Messaging Installation and Maintenance Guide 56 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 1 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 pr
4. Outlook and GroupWise clients 1 Click Download CallPilot Address Book 2 If it responds with O entries found verify that the search base is correct The subscriber has message access problems The subscriber has modified the settings so that they are now correct but the subscriber still cannot access their messages If you modified the settings while Unified Messaging was open close and reopen Unified Messaging so that the settings take effect The subscriber has problems sending messages When the subscriber sends a message it arrives in the recipient s Outlook mailbox but it does not arrive in the CallPilot message mailbox 1 Ensure that when you address the message you locate the recipient s address in the CallPilot Address Book If the recipient is defined in your Personal Address Book then ensure that the Personal Address Book entry is a CallPilot address 2 To ensure that the recipient is defined as a CallPilot Address type highlight the name click Properties and verify that the Address Type CallPilot 3 Before you send the message in the To field highlight the Recipient click Properties and verify that the Address Type CallPilot Messages remain in the subscriber s Outbox On Microsoft Outlook messages remain in the mail client outbox not the CallPilot Message Store outbox This problem can be caused by the migration from one server to another while maintaining the same Outlook client Remove the
5. 1Mbyte 10 percent of the file is purged starting with the oldest data If you select the File check box and close CPTrace you receive a warning that File tracing is still enabled and asking if you want to turn off tracing Click Yes to leave file tracing enabled Writes logs to the display window Deletes the log file from the directory you defined for it A message appears that asks you to confirm the deletion A Save As dialog box appears that you can use to save the trace to a text file The default file name is CPTrace txt This file is stored in a temporary directory Always on top Check this box to keep the CPTrace tool on top of other windows CallPilot Unified Messaging Installation and Maintenance Guide 74 Chapter 4 Troubleshooting P0602920 01 Index A Access to Business Communications Manager 3 0 14 Accessing Help 70 Business Communications Manager 3 0 voice format 9 C CallPilot 150 voice format 9 CallPilot Address Book setting up in Outlook Internet mail mode 29 setting up in Outlook Express 29 CallPilot Message Store 30 CLAN IP address 37 Configuring access to Business Communications Manager 3 0 14 environments without a DNS 13 Eudora Pro 47 GroupWise 30 IMAP account on Outlook Express 37 Internet mail clients 37 IP address only 13 LDAP directory service for Outlook Express 39 Lotus Notes 33 Netscape Messenger 41 Outlook Express or Outlook Internet Mail mode 37 speci
6. contact your Nortel Networks Customer Technical Support 4 The number of outcalling channels used by the CallPilot telset player is determined by the number of outcalling channels configured in CallPilot Manager Ensure that this number is greater than zero and that the other channels are not currently in use For information about configuring outcalling channels refer to the CallPilot Manager Set Up and Operation Guide CallPilot Unified Messaging Installation and Maintenance Guide 64 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 3 0 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 oa fF N If you want to check for mail immediately on the Actions menu select Refresh CallPilot Message List A reply to a message sent from Eudora is rejected on an AMIS network A reply to a message cannot be sent over an AMIS network This is caused by autotext placed at the start of the message 1 Open the Eudora ini file using a text editor such as Notepad 2 Under the Settings statement add these lin
7. 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 regularly 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 P0602920 01 Chapter 3 Installing and configuring Unified Messaging 35 3 Click the Browse button to locate the callpilot nsf file in the notes data directory Open Database Ea Server one CallPilot Server hd Help Database CallPilot Address Book Open g Database Catalog amp Domino
8. Exchange server then re add it to the subscriber s profile CallPilot Unified Messaging Installation and Maintenance Guide 60 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 messag
9. Internet mail client that works with Unified Messaging for Internet Mail clients If the subscriber uses Unified Messaging with an Exchange server you should install Unified Messaging for Outlook on their computer The Unified Messaging installation program automatically configures Outlook with the required settings To define the CallPilot mailbox settings 1 In Outlook on the Tools menu click E mail Accounts The E mail Accounts wizard appears Select Add a new e mail account and then click Next The E mail Servers page appears Select IMAP and then click Next The Internet E mail Settings IMAP page appears Specify the settings for the subscriber s CallPilot mailbox e User Information Type the subscriber s name and CallPilot address in the boxes Enter the address in the form lt SMTP VPIM prefix gt lt mailbox number gt lt local CallPilot server gt e Logon Information Type the subscriber s CallPilot mailbox number and password in the boxes P0602920 01 Chapter 3 Installing and configuring Unified Messaging 29 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 oa fF OQO N O O N Oo In Outlook on the Tools menu cl
10. Language screen appears NORTEL NETWORKS Language Please select a language for CallPilot The language you select must be installed on your computer Language English of Traditional Chinese 4 Back Cancel 8 From the Language list box select the language you want to use and click the Next button The Destination folder screen appears Destination Folder NORTEL cHnatio 7 ORTEL kks Destination Folder Please select the location where CallPilot files should be Installed Destination Folder C Program Files N ortel Browse Cancel 9 Click the Next button to accept the default directory or click the Browse button if you want to locate other destination folders and select the folder you want to install Unified Messaging in P0602920 01 Chapter 3 Installing and configuring Unified Messaging 21 Nortel Networks recommends that you install Unified Messaging in the default folder The Email client screen appears E Mail chent NORTEL Afai re ORTEL kks E Mail Client Please select an e maill client to access your CallPilot messages Tou may select more than one client Free Disk Space After Install it based on the clients you have chosen negative number indicates that there iz not enough disk space E Mail Clients IY Microsoft Outlook B574 k F Lotus Hotes 16394 k MV Internet Mail clients 265 k Novell Groupwise Free Disk Space After Install 4990096 k Cancel 10 S
11. Resetting the CallPilot message store removes invalid or corrupt messages from the inbox Lotus Notes and GroupWise clients can reset their mailboxes by choosing the Refresh CallPilot Message List option For Microsoft Outlook 98 and 2000 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 CallPilat Don t reset mailbox Select the Reset Mailbox button All CallPilot messages are purged from the subscriber s mailbox and the CallPilot message headers that are stored for the subscriber are downloaded again The messages disappear and then reappear one by one All message caching is lost Note The messages are not deleted from CallPilot The messages are removed gt from the client computer cache Messages are downloaded again from Business Communications Manager 3 0 system to the client computer This feature is intended for system administrators and CallPilot product support CallPilot Unified Messaging Installation and Maintenance Guide 72 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 info
12. Unified Messaging Installation and Maintenance Guide 40 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 If the subscriber has addresses from the CallPilot LDAP directory in their Outlook Express or Outlook 98 personal address book e Inthe Address Book right click the recipient s name e Select Properties and then select the Name tab The Properties screen appears e Select the Send E Mail using plain text only check box e Click the OK button Testing the Outlook Express or Outlook in Internet Mail mode IMAP account 1 Use your telephone to log on to your CallPilot mailbox Compose a test voice message and send it to the subscriber Have the subscriber check that the message appears in their Outlook or Out
13. button The User ID dialog box appears 3 Select the appropriate option and then click the OK button e for Notes 4 5 or 4 6 select the Share password with Notes add ins option e for Notes 5 0 select the Don t prompt for a password from other Notes based programs option P0602920 01 Chapter 3 Installing and configuring Unified Messaging 37 Configuring Internet Mail clients CallPilot Unified Messaging supports these Internet mail clients Outlook Express Outlook in Internet mail mode Netscape Messenger Eudora Pro Note You must use at least the minimum supported version of the Internet mail client In particular Netscape Messenger versions earlier than 4 5 are incompatible with CallPilot Unified Messaging Your Information Systems administrator can give you more information on upgrading your Internet mail client You need the following information to configure your Internet mail client the FQDN or IP address of the Business Communications Manager 3 0 system the subscriber s CallPilot mailbox number and password the SMTP VPIM prefix of the Business Communications Manager 3 0 system If you use Message Networking include this prefix Enter the value from the Local Prefix box of the Digital Networking Properties page in CallPilot Manager You can provide this information to subscribers if you want them to configure the client Configuring Outlook Express or Outlook in Internet Mail mode If your Internet
14. check box update the Mail database design Replace the Mail database design only if you have not customized Lotus Notes If you replace the database design any customization is removed You require Manager or Designer level access to update the Mail database design Replacing the Mail database design The Lotus Notes administrator can replace the Mail database design from the Lotus Notes server To update the Mail database design 1 Copy 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 cpmail50O 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 oa Ff N In the Replace Database Design window select the Show advanced templates check box CallPilot Unified Messaging Installation and Maintenance Guide 58 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 Ad
15. design removes any customization in the current database design If the mail database is customized update the database instead of replacing it You can replace the mail database from the subscriber s workstation or from the Notes server To replace the database design from the user s computer Log on to Lotus Notes on the subscriber s workstation Make a note of the version of Lotus Notes Choose Help gt About Notes Desktop Select the mail database icon A GW N Choose File gt Database gt Replace Design The Replace Database Design dialog box appears 5 Click Template Server The Template Server dialog box appears Select Local and then click OK Check the Show advanced templates box From the list select CallPilot Mail R4 5 CallPilot Mail R4 6 or CallPilot Mail R5 0 depending on which version of the Lotus Notes client you are running 9 Make sure that e Inherit future design changes is selected e Hide formulas and LotusScript is NOT selected 10 Click Replace A message appears that asks you to confirm that you want to change the database s view 11 Click Yes To replace the database design Notes server 1 Install Unified Messaging on the Lotus Notes server computer 2 Start Lotus Notes 3 Choose File gt Database gt Open P0602920 01 Chapter 4 Troubleshooting 69 Select the mail database icon Choose File gt Database gt Replace design The Replace Database Design dialog bo
16. modem or ethernet Optional hardware e a sound card and a set of speakers for playing messages on a computer e a microphone for recording messages on a computer Note The maximum number of Unified Messaging clients that is supported on Business gt Communications Manager 3 0 is 100 CallPilot Unified Messaging Installation and Maintenance Guide 8 Chapter 1 Requirements for installing Unified Messaging Software requirements Windows operating systems You can use Unified Messaging with e Windows 95B e Windows 98 SE e Windows 2000 Professional e Windows XP e Win NT 4 0 SP6a Supported Integrated clients Integrated clients also called groupware is software designed for group collaboration Integrated clients run with a corporate email server Unified Messaging for integrated clients provides access to commands and Unified Messaging Help directly from the client During installation Unified Messaging customizes integrated clients to make messaging tasks simpler and more efficient Most or all configuration can also be performed automatically during Unified Messaging installation You can use Unified Messaging with one or more of these clients e Microsoft Outlook 2000 with Outlook SP 1 e Microsoft Outlook 98 in corporate mode e Microsoft Outlook 2002 XP e Novell GroupWise 6 x e Lotus Notes 4 6x 5 0 Supported Internet mail clients Internet mail clients also called IMAP clients are email clients that enable you to
17. na nananana 8 Windows operating systems nananana 8 Supported Integrated clients n nananana aaa ee eens 8 Supported Internet mail clients nanana aaa ees 8 Format for voice MESSAGES 1 Le ee eee eens 9 gah Os ee eg 2 ee eee Er rere oe eee eee ae ee ree ere eee a ee ee eee 9 HOWTO DGUNSID cccten chic tatareuue seedie seed tere EIN seeeseaeisiaeness 9 Chapter 2 Configuring your system for Unified Messaging 0000085 11 Before you install Unified Messaging 0 00 e cee eee eee 11 Unified Messaging and data network security 0 00 eee eee 11 Configuring IMAP LDAP SMTP servers for Unified Messaging 12 ee ee ee ee ee ere eee eee ee ee ee ee er re 12 Ee cabegeeneegescuae sawed cane sengseeGbecaese canes nsscenas 12 EE 540d 45 0 05 1 Se adds 4800 oe ee ee U4 oe eee ee 12 Configuring environments without a DNS naana cee 13 Configuring Unified Messaging with IP address only 0000 ees 13 Chapter 3 Installing and configuring Unified Messaging 02005 15 FOO OIC 404500 ad de oe a eee 8aReneeennnesetnas 15 Fax requirements 2cccceetqecesiabceeetieesseeoes seis teteraeuece vee 16 Uninstalling an earlier version of Unified Messaging 000005 16 If you are Installing Unified Messaging for Outlook and GroupWise 17 Installing Unified Messaging 4444454045454 609 046400444 oS oD DHE dE ER KER 18 Setting the default email client
18. number 16 Click the Next button The LDAP Server settings screen appears LDAP Server Settings LDAP Server Settings LOAF server name or TOPAIP address 4r 65 138 214 E Anonymous logon Address book search base Jou users ou callpilot lt Back Cancel P0602920 01 Chapter 3 Installing and configuring Unified Messaging 23 17 Inthe LDAP server or TCP IP address box verify that the LDAP Server name or IP Address is that of your system Do not change the address book search base information 18 Click the Next button 19 20 The Ready to Install window appears Ready to Install Ready to Install You are now ready to install CallPilot Desktop Messaging Press the Next button to begin installation or the Back button to reenter information Additional Options I Install Fax Printer Driver j Update default mail profile P Update Lotus Notes databases Cancel 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 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 yo
19. on the client computer The Unified Messaging Logon page appears In the Server box type the IP address In the Password and Mailbox boxes enter the subscriber s password and mailbox numbers The email client opens P0602920 01 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 If the subscriber has version 1 07 you do not need to uninstall it Refer to Uninstalling an earlier version of Unified Messaging on page 16 Ensure that the microphones speakers and sound cards that are connected to the subscriber s computer are configured Refer to the manufacturer s documentation If the subscriber wants to send or receive faxes on their computer that they have Imaging for Windows installed Refer to Fax requirements on page 16 Have this information available the fully qualified domain name FQDN of the Business Communications Man
20. 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 3 0 system or administration client Troubleshooting during installation Before you begin to install Unified Messaging for Microsoft Outlook GroupWise or Lotus Notes you require e the subscriber s CallPilot mailbox number e the fully qualified domain name of the Business Communications Manager 3 0 system e the SMTP VPIM prefix of the Business Communications Manager 3 0 system m Note Before you install Unified Messaging make sure the Integrated Client Microsoft Outlook GroupWise or Lotus Notes is working properly Obtaining the Unified Messaging version number 1 If the subscriber cannot log on but you require the CallPilot version number navigate to windows system nmdcva exe 2 Right click the file and select Properties The Properties page appears CallPilot Unified Messaging Installation and Maintenance Guide 52 Chapter 4 Troubleshooting 3 Select the Version tab The version number for Unified Messaging is displayed Microsoft Outlook default mail client You see the error message when you install Unified Messaging Either Outlook is not the default mail client or there is no default mail client to fulfill the current request If Outlook is installed on the subscriber s computer but they do not want Outlook to be their defau
21. subscriber or the subscriber does not receive faxes sent to them e Verify that the subscriber has a mailbox Class of Service with fax capability e Make sure that the people the subscriber is sending faxes to can receive faxes For more information refer to the Unified Messaging Quick Reference Guide The subscriber has problems with receiving replies Recipients can see the subscriber s CallPilot messages and people receive the messages that the subscriber sends but the subscriber does not receive replies to their messages 1 On the Actions menu select CallPilot Configuration 2 Click Properties 3 Ensure that the SMTP VPIM prefix is specified correctly P0602920 01 Chapter 4 Troubleshooting 63 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
22. the FQDN where hostname is that of the Business Communications Manager 3 0 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 3 0 system CallPilot Unified Messaging Installation and Maintenance Guide 42 Chapter 3 Installing and configuring Unified Messaging 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 In the User Name box type the part of the subscriber s CallPilot mail address that comes before the sign In the Check for mail every __ minutes box type how frequently you want Netscape Messenger to check for new messages Select the IMAP tab From When I delete a message select Mark it as deleted Select the Clean up Expunge Inbox on exit check box Click the OK button You return to the Mail Servers screen In the Outgoing mail SMTP server box type the FQDN or IP address of the Business Communications Manager 3 0 system In the Outgoing mail server user name box type the FQDN or IP address of the Business Communications Manager 3 0 system From the Mail amp Newsgroups category select Addressing From Pinpoint Addressing select both Address Books and Directory Server From the Mail amp Newsgroups category select Messages From th
23. 1 5 User s Guide Add Icon g Domino SSL Administration qe Nortel s Address Book About Se NortelNetworks Nortel Stats ge 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 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 36 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 O O N O Run the CallPilot serve
24. AP 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 3 0 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 3 0 For example a typical entry in the CallPilot directory contains attributes of a subscriber such as name telephone number and CallPilot mail address Internet clients can use LDAP to query address book information from the CallPilot directory perform address resolution or search for specific subscribers if this functionality is implemented by the Internet client SMTP Simple Mail Tr
25. Clients button The Download Desktop Applications screen appears P0602920 01 4 Chapter 3 Installing and configuring Unified Messaging 19 In the left frame click the CallPilot Unified Messaging link NORTEL NETWORKS Business Communications Manager nt a Call Center Applications os Iai Gall Canter Bonarinag Waste Your Location BCM Download Client Applications Client i eag x all anlar Ranonint Business Communications Manager Computer Telephony Integration Multiple Client Multimedia Call Center Computer Telephony Integration CTD provides companies with the ability to turn a desktop computer into a powerful communications tool combining sight sound text animation video Voice Mail Applications eraphics and other sophisticated telecomunications functions Call Pilot Unified Messaging Desktop Applications CTI connects the intelligence of a personal computer with the power and flexibility of the Nortel Attendant Console Networks Business Communications Manager To increase employee productivity and customer Desktop Assistant satisfaction a number of applications are supplied here and downloadable to the Chent desktop Desktop Assistant Pro 12050 Software Phone by making the appropriate selection from the menu on the left Personal Call Manager a f Note Applications may be dependent on other components or software keys in order to be Toolkits functional Each app
26. NO NO The mailbox address was at one time valid but mail is no longer being accepted Please confirm the address N oo The mailbox exists but something at the destination mailbox caused your message not to be received Please try sending the message again later The recipient did not receive the message because the recipient did not instruct the service to play the message by pressing the appropriate telephone key NO D N O1 The mailbox exists but is not accepting messages at this time because it may be temporarily disabled Please try sending this message again later NO O The recipients mailbox is full Please try sending this message again later The message length exceeds the administrative limit for the sender s mailbox NO 00 The address is a mailing list and could not be expanded N co N a N CO N amp 00 NO The message was not delivered because a system problem occurred 09 O The system storage has been exceeded Please try sending this message again later oo The recipient s system is not accepting messages Please try sending this message again later Some features in the message are not supported For example you may not be able to send a message with this media Q9 oo Recipients are not able to receive messages with a private tag Please try sending the message again without the private tag Q O1 The system does not allow me
27. Part No P0602920 01 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 P0602920 01 Contents Chapter 1 Requirements for installing Unified Messaging 00000000 7 About CallPilot Unified Messaging 0 00 eee eee 7 Hardware requirements o lt 2 26004 oa eesececeerbecdeabeceeghseiswenedoeate 7 Optional hardware 0 0 ce ee ee eee ees r Software requirements a
28. ager 3 0 system or the IP address if you do not have a DNS the SMTP VPIM prefix of the Business Communications Manager 3 0 If you use Message Networking include this prefix the subscriber s mailbox number Note If the subscriber uses Novell GroupWise they must have Windows Messaging 4 0 gt installed on their computer This is normally the case when Windows is installed on a computer However if Windows Messaging 4 0 is not installed the GroupWise installation gives you these options e Install the complete Windows Messaging system e Leave Windows Messaging as is Install the Complete Windows Messaging system even if Windows Messaging 1s already installed This ensures that the GroupWise option is available during 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 If Imaging for Windows is not installed refer to your Windows documentation for how to install it Note Imaging for Windows is not included on Windows XP If you are installing Unified Messaging on a Windows XP computer the subsc
29. al settings for Outlook Express or Outlook Internet Mail mode 40 CPTIrace 72 D Domain Name System DNS 61 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 52 No authorization to perform this operation 53 Error messages 65 Estimated installation time Unified Messaging 15 Eudora Pro 8 configuring 47 75 configuring IMAP account 47 configuring LDAP directory service 49 testing IMAP account 49 F Format voice 9 Fully Qualified Domain Name FQDN 54 G G711 9 G723 1 9 Groupware definition 8 GroupWise 8 CallPilot Message Store 30 configuring 30 H Help accessing 70 Host name IP address only 13 ICQ 64 Imaging for Windows 52 IMAP configuration 41 configuration settings 12 server 12 server name 38 testing Outlook Express or Outlook Internet Mail mode IMAP account 40 IMAP clients error messages 65 IMAP clients definition 8 Installation requirements 15 Installing Imaging for Windows 52 Unified Messaging estimated installation time 15 Installing Unified Messaging 18 Integrated clients 8 definition 8 Lotus Notes 8 Novell GroupWise 8 Outlook 2000 8 Outlook 2002 8 Outlook 98 8 Internet mail CallPilot Unified Messaging Installation and Maintenance Guide 76 Index configuring clients 37 configuring Outlook Express or Outlook Internet Mail mode 37 configuri
30. anced tab Make sure the Server supports folders that contain sub folders and messages check box is clear Click the OK button P0602920 01 Chapter 3 Installing and configuring Unified Messaging 45 To configure Netscape Messenger 6 2x 1 On the Edit menu click Preferences The Mail amp Newsgroups account settings dialog box appears tanabj r6 ca nortel com Netscape 6 said fa lol x a File Edit view Search Go Message Tasks Help Se 2 Fes sO m sel Msg New Msg SOPE m Mail amp Newsgroups Account Settings x x pree doni ne VY 2227 tanabj r6 ca nortel com Copy an d Folder Settings ii INBOX Server Settings SIE ES N gt Local Folders E When sending messages automatically Addressing Offline amp Disk Space Y Place a copy in Local Folders Sent Folder on Local Folders M Outgoing Server SMTP gong O Other Click here to select a folder OO Bee lt 2227 tanabj r6 ca nortel com gt A O Bee another address Drafts and Templates Keep message drafts in Drafts Folder on Local Folders iyi other Click h o select a folder Keep message templates in A Templates Folder on Local Folders w O Other Giciick here to select e folder Set as Default C Show confirmation dialog when messages are saved B 8 SE Unread 0 Total 4 E a 2 At the Place a copy in setting select Sent Folder on and from the l
31. ansfer 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 1s also generally used to send messages from a mail client to a mail server This is why you must specify both the IMAP server and the SMTP server when you configure your email application Since Voice Profile for Internet Mail VPIM Networking also uses SMTP you do much of the configuration for IMAP in the same places you set up VPIM Networking P0602920 01 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 not have a DNS then you must configure Unified Messag
32. ck 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 P0602920 01 Chapter 3 Installing and configuring Unified Messaging 39 Configuring an LDAP directory service for Outlook Express or Outlook Start Outlook 2 On the Tools menu click Accounts 10 11 12 13 14 15 16 17 The Internet Accounts screen appears Click the Directory Service tab Click the Add button and click Directory Service The Internet Conn
33. connection 55L a Search messages wa Create message filters Bed Offline settings Check for new mail at startup Check for new messages every minutes When I delete a message EEEN Clean up Expunge Inbox on Exit fo Empty Trash on Exit C en erem Set as Default Local directory C Documents and Settings tanabj Application Data Mozilla Profiles defaultijpdmO4li D d A Of EN Document Done Unread 0 Total 4 UD Netscape Communica From the When I delete a message list box select Mark it as deleted Select the Clean up Expunge mailbox on exit check box This will cause messages to be marked as deleted in the client and the telset when they are deleted from Netscape When the Netscape 6 client is closed or a telset session is logged out when messages are marked as deleted the messages will be physically deleted 4 Click the OK button P0602920 01 Chapter 3 Installing and configuring Unified Messaging 47 Configuring Eudora Pro To change any part of this configuration after it is complete on the Tools menu click Options to display the configuration screens Configuring an IMAP account on Eudora Pro 1 Double click the Eudora Pro icon The New Account Wizard Welcome to Eudora Pro screen appears Click the Next button The New Account Wizard Account Settings screen appears Note If you have another IMAP account for your CallPilot mailbox you can i
34. dd 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 54 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 1s correct e mailbox number e fully qualified domain name FQDN or IP address of the Business Communications Manager 3 0 system e the SMTP VPIM prefix of the Business Communications Manager 3 0 system Check that you can log on from the telephone using the same mailbox number and password Verify that you have network connectivity to the Business Communications Manager 3 0 system For example issue a network command to the Business Communications Manager 3 0 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 3 0 system If you do not have network connectivity to the Business Communications Manager 3 0 system you are not able to access Unified Messaging Ensure that DNS 1s configured on this computer Unde
35. dress Book Ask the subscriber to download the CallPilot Address Book manually and update the Personal Address Book template To manually download the CallPilot Address Book 1 Make sure that Address Book People CallPilot window is the active window 2 On the Actions menu select Download CallPilot Address Book The dynamic link library nNOTES dIl could not be found in the specified path 1 On your desktop right click the Lotus Notes icon select Properties and then click the Shortcut tab Examine the properties of your Lotus Notes shortcut Verify the path in the Start in box Note Usually when Lotus Notes creates a shortcut it puts a working directory in this box 4 Add or update the path 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 P0602920 01 Chapter 4 Troubleshooting 59 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
36. e 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 P0602920 01 Chapter 3 Installing and configuring Unified Messaging 43 Configuring an LDAP directory service for Netscape Messenger Start Netscape Messenger 2 Onthe Communicator menu select Address Book The Address Book screen appears 3 On the File menu select New Directory The Directory Server Property screen appears 4 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 3 0 system 6 In the Search Root box type the search base Use the search base ou suers ou callpilot 7 Click the OK button Testing the Netscape Messenger IMAP account 1 Use your telephone to log on to your CallPilot mailbox 2 Compose a test voice mes
37. e manually You should update the database design manually only if e the subscriber wants CallPilot messages stored in the same Inbox as their Lotus Notes e mail messages e the subscriber s database design has not been customized and the subscriber does not intend to customize the database design in the future e you are familiar with modifying Lotus Notes database design To perform a manual update you must replace the current database design using a CallPilot template Replacement of the database design removes any customization in the current database design To update the Mail database design manually Start Lotus Notes 2 On the Help menu select About Notes Desktop Make a note of the version of Lotus Notes 3 Click the Mail database The Mail database has the subscriber s name and the envelope icon CallPilot Unified Messaging Installation and Maintenance Guide 34 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
38. e store 71 S Servers IMAP 12 LDAP 12 SMTP 12 Simple Mail Transfer Protocol See SMTP 12 SMTP server 12 server name 38 SMTP VPIM 54 SMTP VPIM prefix 15 31 37 41 51 Support tool CPTrace 72 reset CallPilot message store 71 for Microsoft Outlook 71 Supported integrated clients 8 Supported Internet mail clients 8 T Timeout 39 search timeout 49 Troubleshooting after logging on 59 after successful logon Outlook 59 Outlook and GroupWise 59 Index 77 during installation 51 logon failures 54 obtaining the version number 51 Unified Messaging support tools 71 update CallPilot user Mail database for administrator 53 U Unified Messaging about 7 data network security 11 hardware requirements 7 online Help 70 optional hardware requirements 7 related documents 9 software requirements 8 supported IMAP Internet clients 8 supported integrated clients 8 supported Internet mail clients 8 Unified Messaging support tools 71 Uninstalling earlier version of Unified Messaging 16 User installation fax requirements 16 V Voice format 9 VPIM 12 Networking 12 W Windows Messaging 4 0 15 30 CallPilot Unified Messaging Installation and Maintenance Guide
39. earch Options tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout 10 In the Search Base box type the search base for the CallPilot directory The search base is ou users ou callpilot 11 Click the OK button You return to the Directory Services screen Testing the Eudora Pro IMAP account 1 From 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 their Eudora Pro client CallPilot Unified Messaging Installation and Maintenance Guide 50 Chapter 3 Installing and configuring Unified Messaging P0602920 01 51 Chapter 4 Troubleshooting This chapter is about e Troubleshooting during installation e Troubleshooting log on problems e Troubleshooting Outlook 2002 problems e Troubleshooting Lotus Notes log on problems e Troubleshooting after logging on e Internet Mail client error messages e Accessing Unified Messaging online Help e Using Unified Messaging Support Tools e CPTrace This chapter discusses problems that subscribers can experience with Unified Messaging The troubleshooting information is divided into problems and suggested solutions Based on the expertise of subscribers you can ask them to do some of the troubleshooting procedures If the suggested solution does not correct the problem contact your Nortel Networks representative The
40. ection Wizard starts In the Internet directory LDAP server box type the FQDN or IP address of the Business Communications Manager 3 0 system Do not select the My LDAP server requires me to log on check box Click the Next button The Internet Connection Wizard Check E mail Addresses screen appears If the subscriber wants to check for addresses in the CallPilot LDAP directory when they address messages select Yes Click the Next button The Internet Connection Wizard Congratulations screen appears Click the Finish button The Internet Accounts screen appears Click the Properties button and then click the Advanced tab If your network is slow move the slide bar under Search timeout toward Long to increase the timeout If the subscriber expects to do directory searches that return more matches than the number shown increase the number in the Maximum number of matches to return box In the Search base box type the search base for the CallPilot directory The search base 1s ou users ou callpilot Click the OK button The Internet Accounts screen appears again If the subscriber wants to check for addresses in the CallPilot LDAP directory click the Set Order button The Directory Services Order screen appears If necessary use the Move Up or Move Down buttons to position the CallPilot LDAP directory in the search order Click the OK button The Internet Accounts screen appears Click the Close button CallPilot
41. elect the check boxes for the email clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft Outlook in Internet mail mode Netscape Messenger and Qualcomm Eudora Pro Note If you want to install Outlook and GroupWise on the same computer you must follow the procedure If you are Installing Unified Messaging for Outlook and GroupWise on page 17 11 Click the Next button The CallPilot Server Settings screen appears CallPilot Server Settings CallPilot Server Settings Server name or TCP IP address 4r 65 138 214 Semer SMTPAYPIM prefix Back Cancel CallPilot Unified Messaging Installation and Maintenance Guide 22 Chapter 3 Installing and configuring Unified Messaging 12 In the Server Name or TCP IP Address box type the FQDN or IP address of the Business Communications Manager 3 0 system 13 In the Server SMTP VPIM prefix box type the SMTP VPIM prefix of the CallPilot subscriber s address If CallPilot Networking is not enabled on the Business Communications Manager 3 0 system leave this box blank otherwise use the value defined in the Local Prefix field in the Digital Networking Properties page in CallPilot Manager 14 Click the Next button The CallPilot Mailbox Number screen appears CallPilot Mailbox Number CallPilot Mailbox Number Mailbox 758 61 45 Back Cancel 15 Enter the subscriber s mailbox number The mailbox number is usually their extension
42. ems anaa aaa 56 Accessing CallPilot support tools in Outlook 2002 000008 56 Troubleshooting Lotus Notes log on problems 0000 cee ence eee 57 Subscribers cannot see CallPilot Unified Messaging 57 Replacing the Mail database design 0 0 cece eee eee 57 No entries in CallPilot Personal Name and Address Book 58 The dynamic link library nNNOTES dIl could not be found in the specified path 58 You download the CallPilot address book and 0 entries are found 58 P0602920 01 Contents 5 Troubleshooting after logging ON 2 aana a ees 59 The CallPilot address book is empty 0 00 cee ee eee ees 59 The subscriber has message access problems 000005 59 The subscriber has problems sending messages 000005 59 Messages remain in the subscribers Outbox 00000 eee eee 59 The subscriber cannot Send messages 2 000 eee eee ees 60 The subscriber cannot send a CallPilot message 0005 60 Non delivery notification nananana aaaea eee ees 61 Unknown appears in the Sender field 0 0 0 ee eee eee 61 The subscriber has problems with faxing 00 0 cee eee eee 62 The subscriber has problems with fax reception 000005 62 The subscriber has problems with receiving replies 005 62 Deleted messages remain in the subscribers mailbox
43. ents did not receive the message A security measure or policy prevented the delivery of the message Please contact your Administrator D The recipient s could not be reached Please consult with your Administrator for assistance O1 Legislative policy restricts the delivery of messages at this time Consult with your Administrator on the best time to send the message O1 NO The recipient s could not be reached Please consult with your Administrator for assistance NO Invalid mailbox number password D User does not have desktop capability Please contact your administrator 95 Invalid mailbox number password Please contact your administrator N O1 D D gt D D KR A gt D _ O ec N O O1 gt oO N O Invalid mailbox number password Maximum number of invalid login attempts occurred Please contact your administrator 25 mata ratoes numvorpasovord Pease ceat your aaminisrator Invalid mailbox number password Maximum number of invalid login attempts in this session occurred Please restart your login session 100 Invalid login Cannot access system resources Try again later 101 Too many login failures 102 Too many authentication failures 105 Autologout your session has been idle for too long You are no longer connected to the server Please login again to send and receive new messages 107 Mailbox error 108 Your mailbox is almost full 110 Yo
44. erface 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 3 0 system and on subscribers computers You can install CallPilot on subscribers computers or subscribers can perform some configuration and troubleshooting tasks under your guidance Hardware requirements The following list contains both the minimum and recommended hardware that Unified Messaging software needs for operation e IBM PC or compatible minimum Pentium 586 or faster system with 16 megabytes MB of RAM minimum 32 MB recommended e Monitor 16 color VGA 640 x 480 capability minimum 256 color SVGA 800 x 600 capability recommended e Disk drive space To install Unified Messaging subscribers need 110 MB of disk space After the installation is complete the temporary files are automatically deleted to recover 55 MB of disk space You or the subscriber must manually delete the CallPilotDesktopMessaging exe file to recover the additional 55 MB The exe file is located where you downloaded it to When itis installed Unified Messaging takes up takes up 15 MB of space on the subscriber s hard disk e CD ROM drive e Windows compatible mouse and keyboard e LAN connection to Business Communications Manager 3 0 Subscribers can access their CallPilot messages over the LAN via ISDN ADSL dial up
45. es ReplyAllAttribution ReplyAttribution 3 On the File menu click Save to save the settings Unified Messaging does not work properly for subscribers who use ICQ Express with Outlook Unified Messaging is incompatible with the ICQ Express add on for Microsoft Outlook Advise the subscriber to remove the ICQ Express add on Removing this add on does not affect the operability of ICQ it only removes the ICQ content from Outlook To remove the CQ Express add on Start Microsoft Outlook On the Tools menu select Options Click the Other tab and select Advanced Options Click the COM Add Ins button Select ICQ Express and click the Remove button Unified Messaging and ICQ will now both operate as expected oa fF N P0602920 01 Chapter 4 Troubleshooting 65 Internet Mail client error messages Unified Messaging Internet mail clients display error codes when a problem occurs The table below describes Unified Messaging error codes Code Error message Your message did not reach some or all of the intended recipients The message was not delivered because an undefined problem occurred There is a problem with the specified address Please verify the address The external telephone number used in addressing the message could not be dialed Please verify the telephone number The mailbox or telephone number is invalid Please confirm the address NO O The address is invalid Please verify the destination system
46. es are deleted Ask the subscriber to check the format of the message address If the FQDN after the symbol does not match the FQDN of the Business Communications Manager 3 0 system configured to this mailbox the message 1s rejected P0602920 01 Chapter 4 Troubleshooting 61 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 3 0 system 1 At the DOS prompt type ping lt Business Communications Manager 3 0 FQDN gt 2 Ifthe response is request timed out then type ping lt Business Communications Manager 3 0 IP address gt Note If there is a reply then the Business Communications Manager 3 0 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 3 0 system can be reached on your LAN Contact your IS administrator for help 4 Verify that the Business Communications Manager 3 0 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 me
47. ess the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box appears 4 Click Reset Mailbox To access the Outbox Fix utility in Outlook 2002 1 In Outlook on the Tools menu click E mail accounts The E mail Accounts wizard appears Select View or change existing e mail accounts and then click Next In the e mail account list select CallPilot Unified Messaging While you press the Ctrl and Shift keys click Change The CallPilot Outbox Fix dialog box appears 5 Click Fix outbox P0602920 01 Chapter 4 Troubleshooting 57 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
48. g 31 In the SMTP VPIM prefix box enter the SMTP VPIM prefix of the subscriber s address If the Network Messaging option is not enabled leave this box blank If Network Messaging is installed enter the value in CallPilot Manager in the Digital Networking Properties page in the Local Prefix box In the Mailbox box enter the subscriber s mailbox number At Check for new messages Automatically Manually if the subscriber uses ISDN or dialup select Manually This option saves on toll charges by not continuously checking for new messages on the Business Communications Manager 3 0 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 3 0 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 defa
49. ge 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 P0602920 01 Chapter 3 Installing and configuring Unified Messaging 33 Configuring Lotus Notes Updating the Mail database In Lotus Notes the Mail database design determines which messages appear in the Notes message list There are two ways to update the database design for Desktop Messaging e automatic update this updates the database automatically when you install Unified Messaging recommended e manual update you or the subscriber must update the database manually after you install Desktop Messaging We recommend the automatic update option It provides the optimal configuration for message storage 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 databas
50. get help USA and Canada Authorized Distributors Technical Support Telephone 1 800 4NORTEL 1 800 466 7835 If you already have a PIN Code you can enter Express 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 support email naitas nortelnetworks com Presales Support CSAN Telephone 1 800 4NORTEL 1 800 466 7835 Use Express Routing Code ERC 1063 CallPilot Unified Messaging Installation and Maintenance Guide 10 Chapter 1 Requirements for installing Unified Messaging EMEA Europe Middle East Africa Technical Support Telephone Telephone 00800 800 89009 Fax 44 191 555 7980 email emeahelp nortelnetworks com CALA Caribbean amp Latin America Technical Support Telephone 1 954 858 7777 email csrmgmt nortelnetworks com APAC Asia Pacific Technical Support Telephone 61 388664627 Fax 61 388664644 email asia_support nortelnetworks com P0602920 01 11 Chapter 2 Configuring your system for Unified Messaging Before you install Unified Messaging Before using Unified Messaging e In Unified Manager enable the Unified Messaging software authorization code and optionally the Fax keycode For information on enabling software authorization codes refer to the CallPilot Manager Set Up and Operation Guide e In CallPilot Manager ensure that t
51. he 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 Unified Messaging and data network security Due to the complexity and diversity of network configurations this guide does not cover data network security issues Discuss security issues with a security specialist or data network administrator CallPilot Unified Messaging Installation and Maintenance Guide 12 Chapter 2 Configuring your system for Unified Messaging Configuring IMAP LDAP SMTP servers for Unified Messaging CallPilot supports IMAP LDAP protocols which let Unified Messaging subscribers access their CallPilot mailboxes using Microsoft Outlook Lotus Notes Novell GroupWise and selected third party Internet mail clients Microsoft Outlook Express Microsoft Outlook Netscape Messenger and Qualcomm Eudora Pro Each type of desktop client is configured and used slightly differently To configure a specific desktop client refer to Installing and configuring Unified Messaging on page 15 Although you individually configure the desktop clients you configure Business Communications Manager 3 0 the same way for all the desktop clients it supports Follow the instructions in this chapter to configure the IMAP LDAP SMTP servers IM
52. ick E mail Accounts The E mail Accounts wizard appears Select Add a new directory or address book and then click the Next button Select Internet Directory Service LDAP and then click the Next button In the Server Name box type the CallPilot FQDN Click the More Settings button A message appears that says that the account you created will not start until you restart Outlook Click the OK button Under the Search tab in the Search Base box type ou users ou callpilot Click the OK button Click the Next button A message appears that confirms the changes 10 Click the Finish button To configure text formatting A WS N 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 30 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 gi
53. ing to use IP addresses For Internet Mail clients the format for addressing a message is lt SMTP VPIM prefix gt lt Mailbox number gt lt BCM HOST name gt localdomain Configuring Unified Messaging with IP address only If you do not use DNS to resolve domain names configure the Business Communications Manager 3 0 system and client computers to use an IP address only Ensure no DNS servers are currently configured Enter the host name on the Business Communications Manager 3 0 system Configure computers running Unified Messaging with the IP address of the Business Communications Manager 3 0 system To ensure no DNS servers are currently configured 1 Start Unified Manager From the Services menu choose DNS Ensure that the Primary amp Sec Server IP Addr field is empty If it is not delete any entries and press the Enter button to save your changes To enter a Host Name on the Business Communications Manager 3 0 system 1 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 3 0 system on a subscriber computer On each subscriber computer 1 Start Unified Messaging for the first time
54. ist box select Local Folders 3 At the Keep Messages and Drafts in setting select Drafts Folder on and from the list box select Local Folders 4 Atthe Keep Message Templates in setting select Templates Folder on and from the list box select Local Folders 5 Click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 46 Chapter 3 Installing and configuring Unified Messaging Configuring Netscape Messenger deletions If a subscriber uses Netscape Messenger 6 2x you must configure their inbox to handle message deletion 1 On the Edit menu click Preferences The Mail amp Newsgroups account settings dialog box appears ly tanabj r anorte a a File Edit View Search Go Message Tasks Help D Sat ew Sy a a g Q New Msg 74g 2227 tanabj r6 Netscape 6 Mail 2227 tanabj r6 ca nor el com E INBOX ISa Local Folders amp Unsent Messages Email Drafts H Read messages FA Templates EB Sent Cz Mi Compose anew message ir Trash 2l y Mail amp Newsgroups Account Settings i Accounts 2227 tanabj r6 ca nortel com Server Settings W Server Settings E Sis view settings for this account Copies and Folders Server Type IMAP Mail Server e 6 Addressing Server Name T a ing Create anew account Offline amp Disk Space Nice Ware a Local Folders Co p Outgoing Server SMTP Port Advanced Features TEREE N E N e 7 o Use secure
55. ization to perform this operation Subscribers must have Manager or Designer access control of the mail database to install Lotus Notes Unified Messaging The Lotus Notes administrator sets this control on the server for each subscriber The default is Manager access To determine the level of access control for a subscriber 1 From the subscriber s Lotus Notes Mail database click File click Database and click Access Control 2 Click the subscriber s name in the displayed list The subscriber s access control level appears in the Access box The choices are Manager Designer Editor Author Reader Depositor and No Access For a subscriber to install Unified Messaging Manager or Designer must be displayed 3 If neither Manager nor Designer is selected you must temporarily give the subscriber Manager or Designer access or the Lotus Notes administrator must manually update the Mail database from the server for each subscriber who needs CallPilot 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 A
56. lication page will identify the dependencies required in order to activate the Call Detail Recording appropriate functionality LAN CTE TAPI 2 1 Installation Unified Manager Java Class Library Unified Manager Java Class Library Netscape 4 7x on Sun Solaris 2 6 Developer Program Program Description Developer Categories Downoad Umbted Messaging Click the Download Unified Messaging button The File Download dialog box appears Select Run this program from its current location and click the OK button Unified Messaging downloads to the subscriber s computer The setup program starts and the Welcome window appears NORTEL Welcome to the CallPilot Desktop NETWORKS Messaging Installation Wizard This wizard will guide you through the installation of CallPilot Desktop Messaging lk 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 rinririg To continue click Nest WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or ary portion of it may result in severe ciil and criminal penalties and Will be prosecuted to the maxinum extent possible under law Cancel CallPilot Unified Messaging Installation and Maintenance Guide 20 Chapter 3 Installing and configuring Unified Messaging 7 Click the Next button The
57. look Express Inbox P0602920 01 Chapter 3 Installing and configuring Unified Messaging 41 Configuring Netscape Messenger If the subscriber uses Netscape Messenger as their Internet Mail client use these procedures for configuration Notes If the subscriber uses Netscape with POP for email Netscape cannot be configured with IMAP at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their email Netscape cannot be configured to send mail to CallPilot since only one SMTP server can be configured You must set up a different Netscape subscriber profile You need Netscape Messenger 4 5 or later Netscape Messenger versions prior to 4 5 are incompatible with Unified Messaging Configuring an IMAP account on Netscape Messenger 1 Start Netscape Messenger On the Edit menu select Preferences From the Mail amp Newsgroups category select Identity The Preferences screen appears In the Your name box type the subscriber s name In the Email address box enter the subscriber s email address in the form 14165556003 voiceuser callpilot com T NITENS SMTP VPIM prefix mailbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix e 6003 is your CallPilot mailbox number e voiceuser callpilot com is the FQDN of the Business Communications Manager 3 0 system If your network does not use DNS then use lt hostname gt localdomain as
58. lt 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 3 Click the Programs tab From the E mail list box select Microsoft Outlook Click the OK button Image Viewer is not installed Subscribers need Imaging for Windows to view and compose faxes During installation CallPilot checks for Imaging for Windows If it 1s not installed you can install it later To install Imaging for Windows 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears Click the Windows Setup tab 3 4 Double click Accessories 5 In the list make sure that Imaging is selected 6 Click the OK button Note Imaging for Windows is not included on Windows XP If you are installing Unified Messaging on a Windows XP computer the subscriber can view fax files in the default XP fax viewer by double clicking the fax icon Subscribers are limited to creating one fax image at a time using the fax driver Imaging for Windows for Windows XP can be purchased from www eistream com P0602920 01 Chapter 4 Troubleshooting 53 No author
59. 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 38 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 14165556003 voiceuser callpilot com N ONS SMTP VPIM prefix mailbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix If you use Message Networking include this prefix e 6003 is the CallPilot mailbox number e voiceuser callpilot com is the FQDN of the Business Communications Manager 3 0 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 3 0 system Click the Next button The E Mail Server Names screen appears From the list box choose IMAP as the incoming mail server type In the Incoming mail server box type your FQDN In the Outgoing mail server box type your FQDN Cli
60. manage CallPilot messages from a folder in the email client using the IMAP protocol You must manually configure Internet mail clients with the settings required to connect to your system 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 2000 and Outlook 2002 XP in Internet mail mode e Netscape Messenger 4 7x and 6 2x e Qualcomm Eudora Pro Comm Center 5 0 x P0602920 01 Chapter 1 Requirements for installing Unified Messaging 9 Format for voice messages Business Communications Manager 3 0 uses the G711 format to record and store voice messages CallPilot 150 uses G723 1 Since the Unified Messaging player records and plays messages in WAV format Business Communications Manager 3 0 or CallPilot messages must be converted to WAV before playing and composed messages must be converted to G711 or G723 1 to be stored on Business Communications Manager 3 0 or CallPilot 150 This decoding and encoding is done on the desktop client Related documents For information about how subscribers use CallPilot refer to the e CallPilot Unified Messaging Quick Reference Guide e CallPilot Unified Messaging online Help and online guides e CallPilot Reference Guide For information about setting up CallPilot and CallPilot Message Networking refer to the e Call Pilot Message Networking Set Up and Operation Guide e CallPilot Manager Set Up and Operation Guide How to
61. mport the settings This configuration assumes that the Eudora IMAP account is a new configuration From Would you like to select Create a brand new email account Click the Next button The New Account Wizard Personal Information screen appears In the Your Name box type the subscriber s name Click the Next button The New Account Wizard E Mail Address screen appears In the E Mail Address box type the subscriber s CallPilot mail address Enter the subscriber s email address in the form 14165556003 voiceuser callpilot com an SMTP VPIM prefix ailbox number FQDN of Business Communications Manager e 1416555 is the SMTP VPIM prefix 6003 is the subscriber s CallPilot mailbox number e voiceuser callpilot com is the FQDN of the Business Communications Manager 3 0 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 3 0 system Click the Next button The New Account Wizard Logon Name screen appears CallPilot Unified Messaging Installation and Maintenance Guide 48 Chapter 3 Installing and configuring Unified Messaging 9 10 11 12 13 14 15 16 17 18 19 20 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 Inc
62. ng special settings for Outlook Express or Outlook Internet Mail mode 40 testing Outlook Express or Outlook Internet Mail mode IMAP account 40 Internet Mail clients error messages 65 Internet mail clients 8 definition 8 Eudora Pro 8 Netscape Messenger 8 Outlook 2002 8 Outlook 98 8 Outlook Express 8 Outlook XP 8 Internet Message Access Protocol See IMAP 12 IP addresses 13 L LDAP configuration settings 12 configuring directory services 39 directory name 39 directory services 39 server 12 Lightweight Directory Access Protocol See LDAP 12 Lotus Notes 8 configuring 33 mail database replacing 68 workspace 34 Mail database replacing 68 Message waiting indicator 64 Microsoft Outlook Internet mail mode 8 Outlook Express 8 Microsoft Outlook Internet mail mode configuring access to CallPilot Address Book 29 Microsoft Outlook 2002 configuring text formatting options 29 specifying e mail settings 28 Microsoft Outlook Express configuring access to CallPilot Address Book 29 My LDAP server requires me to log on 39 P0602920 01 N Netscape Messenger 8 configuring 41 configuring IMAP account 41 configuring LDAP directory service 43 Return Receipts 42 testing IMAP account 43 O Online Help address formats 60 Outlook 2000 8 Outlook 2002 8 Outlook 98 8 Outlook Express 8 Outlook Express or Outlook Internet Mail mode configuring 37 Outlook XP 8 R Related information 9 Reset CallPilot Messag
63. oming Server box contains the FQDN of the Business Communications Manager 3 0 system From Please choose whether the server for your incoming mail uses POP or IMAP select IMAP and click the Next button The New Account Wizard IMAP Location Prefix screen appears Click the Next button without entering a location prefix The New Account Wizard Outgoing E Mail Server screen appears Check that the Outgoing Server box contains the FQDN or IP address of the Business Communications Manager 3 0 system and then click the Next button Click the Finish button On the menu bar on the Tools menu click Options From the Category heading click the Attachments icon The Options screen appears From Encoding method select MIME From the Category heading click the Styled Text icon From the When sending mail with styled text HTML select Send plain text only Click the OK button You return to the main screen P0602920 01 Chapter 3 Installing and configuring Unified Messaging 49 Configuring an LDAP directory service for Eudora Pro Start Eudora Pro On the Tools menu click Directory Services From the Protocols box select LDAP A N 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 3 0 system Click the S
64. ount 40 Configuring Netscape Messenger 2 0 0 eee eee 41 Configuring an IMAP account on Netscape Messenger 005 41 Configuring an LDAP directory service for Netscape Messenger 43 Testing the Netscape Messenger IMAP account 0000 ce aes 43 Configuring Netscape Messenger to store messages locally 44 To configure Netscape Messenger 4 7X 000 cee eee ee 44 To configure Netscape Messenger 6 2X 0 0 cee eee 45 Configuring Netscape Messenger deletions 0 0000 eee eee eee 46 Seip EUGA FIO ee ee ere a ee re a ee eee ee err a 47 Configuring an IMAP account on Eudora Pro 0 ccc eee 47 Configuring an LDAP directory service for Eudora Pro 0000 0s 49 Testing the Eudora Pro IMAP account 0 00 ees 49 Chapter 4 POOP gtels i ie a se ae arene ere ree es eer er ee re a reer 51 Troubleshooting during installation 0 0 cc ee ees 51 Microsoft Outlook default mail client 0 0 0 0 cee eee 52 Image Viewer is not installed 0 0 cece ee eee 52 No authorization to perform this operation 0 000 e eee 53 Troubleshooting log on problems nnanana naaa aaa 54 Invalid credentials nnan anaana eens 54 No desktop capabilities nananana aa 0k oO 00d ESS Ee Oe ee RO eke CallPilot Logon Failure scsasceeccatiaeuadcevedscesenceeraeesncawes 55 Troubleshooting Outlook 2002 probl
65. r TCP IP properties select the DNS tab Ensure that a DNS server is listed Verify that it is the correct IP address for the DNS server Check with the DNS administrator whether the server name is in the DNS server Verify that the correct hostname is configured in the DNS server The following actions can be taken to resolve this situation e The CallPilot FQDN must be properly configured in the DNS server e Refer to Configuring environments without a DNS on page 13 for instructions on configuring CallPilot Unified Messaging in an environment with no DNS server P0602920 01 Chapter 4 Troubleshooting 55 No desktop capabilities The subscriber tries to log on and sees this message CallPilot Server x Er Your mailbox does not hawe desktop capabilities Please contact your system administrator If this occurs make sure that e you have enabled enough desktop messaging keycodes If there are not enough keycodes enabled the subscriber will be able to login to the mailbox via the telephone interface but not the desktop e there are enough mailbox keycodes enabled to support the number of mailboxes that are initialized in the system If you have used all the mailboxes available on your system the subscriber will not be able to log on to their mailbox from the telephone or desktop CallPilot Logon Failure The subscriber sees a message that their computer is not connected to the network Microsoft Outlook
66. r 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 33 Open the CallPilot Address Book Navigate to the Folders and Views Servers Program folder Select the Program folder 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 Removing password prompts By default Lotus Notes prompts for a Notes password when you access an application linked to Lotus Notes This means that when Unified Messaging for Lotus Notes 1s installed the subscriber must enter their Notes password twice when they start Lotus Notes and the first time they access the Unified Messaging folder during the Lotus Notes session If they want to remove the Lotus Notes password prompt for Unified Messaging give them this procedure To remove the Lotus Notes password prompt for Unified Messaging 1 In Lotus Notes on the File menu click Tool s and click User ID The Enter Password dialog box appears 2 Type your Notes password and then click the OK
67. riber can view fax files in the default XP fax viewer by double clicking the fax icon Subscribers are limited to creating one fax image at a time using the fax driver Imaging for Windows for Windows XP can be purchased from www eistream com Uninstalling an earlier version of Unified Messaging If the subscriber has Unified Messaging 1 06 or earlier on their computer uninstall it before you do the installation procedure If the subscriber has version 1 07 you do not need to uninstall it To uninstall Unified Messaging 1 06 or earlier 1 Quit any open applications including the CallPilot installation program If you use Microsoft Outlook it can take an additional minute or two for the mail services to shut down Click the Windows Start button point to Programs point to Nortel Networks CallPilot Unified Messaging and click Uninstall CallPilot Unified Messaging for the specific email client The Uninstall window appears Click the Uninstall NOW button If a message appears that asks if you want to delete any files beginning with the letters nb nm or ns click the Yes button If you are uninstalling Unified Messaging for Lotus Notes you must enter your Lotus Notes password before the uninstall process continues P0602920 01 Chapter 3 Installing and configuring Unified Messaging 17 If you are Installing Unified Messaging for Outlook and GroupWise If you want to install Unified Messaging for both Microsoft Outlook and No
68. rmation 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 3 0 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 m Note Running CPTrace affects how CallPilot works It is possible that you will not be able to reproduce problems while CPTrace is running CPTrace exe is installed with each desktop client in the Program Files Nortel lt client directory gt e for Microsoft Outlook in nmdc e for Lotus Notes in nmin e for GroupWise in nmgw Using CPTrace To use CPTrace double click the CPTrace exe in the corresponding desktop client directory P0602920 01 Chapter 4 Troubleshooting 73 CP Trace settings The CPTrace settings are stored in the Windows registry The existing settings are used each time you run CPTrace Writes logs to a file Check this box and type a file name and extension to maintain the log You can include a directory path such as c my player When you close CPTrace with the File check box selected the Desktop client continues to write information to the file selected This slows down the Desktop operation slightly The log file never gets larger than 1Mbyte When the file size reaches
69. sage 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 44 Chapter 3 Installing and configuring Unified Messaging Configuring Netscape Messenger to store messages locally You must configure subscribers accounts to store messages locally rather than on the IMAP server To configure Netscape Messenger 4 7x 1 On the Preferences menu click Edit The Preferences dialog box appears In the left frame expand the Mail and Newsgroups heading Click the Mail Service heading In the right frame the Incoming Mail servers settings appear Select the first mail server listed identified as default and click the Edit button The Mail Server Properties dialog box appears Preferences oe X Category El Appearance Lecce z Font ail Server Properties i Color Navigate l Mail amp Ne l jde IMAP server directory i Mail MW Show only subscribed folders a E for mail General IMAP Advanced Addr Server supports folders that contain sub folders and messages as Default z Wine These preferences specity the namespaces on your IMAP server J E Personal namespace Form Retu Public shared OO sp oamina Other Users FO Compose W Allow server to override these namespaces Offline Advance Cancel Help OF Cancel Help Click the Adv
70. saging you must set the default email client To set the default email client 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Internet Options icon The Internet Properties window appears Click the Programs tab In the E mail list box make sure the client that is displayed is the e mail client you are using If another email client is displayed select the correct email client from the E mail list box and click the OK button P0602920 01 Chapter 3 Installing and configuring Unified Messaging 27 Configuring mail delivery folders for Outlook Microsoft Outlook is automatically configured when you install Unified Messaging By default CallPilot messages are stored in a separate message store from the Outlook Inbox Nortel Networks recommends that subscribers keep their CallPilot messages separate from their Outlook messages By keeping CallPilot messages separate it is easier to prioritize messages and identify message types If the subscriber requests it you can configure Outlook to store all incoming email and CallPilot messages in the CallPilot message store Note If you configure the email client to deliver messages to the CallPilot Inbox all email messages are stored on the subscriber s hard drive After the message is delivered the messages no longer resides on the Exchange server To specify where to deliver e mail messages 1 On the Ou
71. ssage correctly See Address Formats in the online Help 4 Ask the subscriber to ensure that they are attaching only TIFF F VBK WAV or TXT files to your messages Unified Messaging does not accept any other file types 5 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 3 0 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 62 Chapter 4 Troubleshooting The subscriber has problems with fa
72. ssages that are this large Q O A problem occurred in the network Please try sending the message again later oe N An outgoing connection could not be made with the destination Please try sending the message later Qo 00 A problem occurred during the transmission of your message Q9 A directory server was unavailable Please try again later or contact your Administrator CallPilot Unified Messaging Installation and Maintenance Guide 66 Chapter 4 Troubleshooting The network was congested or the telephone line was busy Please try sending the message later o_o The number of attempts to deliver the message has exceeded the system maximum Please try sending the message again later An error occurred during the transmission of your message This message was addressed to too many recipients Please reduce the number of recipients and try sending the message again There was a problem with the content of your message Please re create the message and send it again The message contains media which cannot be delivered The recipient may not be able to receive a message with this media The voice portion of the mixed media message was delivered The recipient can only receive this part of the message The fax portion of the mixed media message was delivered The recipient can only receive this part of the message Some media contained in your message was not converted successfully Some of the recipi
73. the messages remain If the subscriber is using Unified Messaging to delete these messages and they are also logged on to their mailbox from their telephone they cannot delete messages using Unified Messaging Ask the subscriber to end the telephone mailbox session and then try to delete the messages from Unified Messaging Messages no longer on server The subscriber receives the error message This message could not be found on the server Messages must exist on the server in order to be played via the telephone Use computer to play this file Port failed Voice messages that are saved to the subscriber s computer are no longer in their CallPilot Inbox The subscriber 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
74. tlook window on the Tools menu click Services or if you use Outlook XP open the Address Book and on the Tools menu click Services The Services dialog box appears Click the Delivery tab From the Deliver new mail to the following location list select CallPilot Transport and click the up arrow to move it to the top of the list 4 Click the OK button CallPilot Unified Messaging Installation and Maintenance Guide 28 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
75. u have chosen and the appropriate fax drivers are pre selected If you want to add Unified Messaging to be added to the default profile used by Outlook select the Update default mail profile check box If you are installing Unified Messaging for Lotus Notes you must enter your Lotus Notes password before the installation process continues The Unified Messaging installation program tries to detect Lotus Notes by searching for the notes ini file on the hard drive If the file is not found the Lotus Notes option is disabled during installation If the notes ini file is located on a server you can disable Lotus Notes detection to install Unified Messaging for Lotus Notes To disable Lotus Notes detection a Quit the Unified Messaging installation program b Click the Start button and click Run The Run dialog box appears CallPilot Unified Messaging Installation and Maintenance Guide 24 Chapter 3 Installing and configuring Unified Messaging Click the Browse button and browse to where you downloaded Unified Messaging Select CallPilotDesktopMessaging exe and click the Open button CallPilotDesktopMessaging exe appears in the Open box To CallPilotDesktopMessaging exe add a ld so that what appears in the Open box is now CallPilotDesktopMessaging exe a 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 yo
76. ult 1s every 20 days Subscribers can change the number of days if they want to If subscribers do not want to download the address book do not select this check box If you want to download the address book now click the Download now button Subscribers can click this button whenever they want to download the address book Click the Apply button Click the Audio tab Select the Choose audio device before each audio session check box if the subscriber does not use either the telephone or computer to listen to their messages on a regular basis Click the Download file before playing check box if the subscriber wants to download messages before they play them After the message downloads the subscriber can play the message additional times without delay and use GroupWise to forward it to another CallPilot subscriber From the 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 32 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 chan
77. ur password has expired Please change your password l o_o h The temporary password assigned to you by the administrator must be changed Please change your password P0602920 01 Chapter 4 Troubleshooting 67 The Login authentication method is disabled Please contact your administrator 124 The Challenge Response authentication method is disabled Please contact your administrator Your mailbox is full Delete messages you no longer require 133 Remote Notification was turned off by the person who answered the notification call It has now been turned back on Remote Notification was turned off It has now been turned back on 135 Remote Notification has been turned off Please ensure that the number is correct and review your notification setup before turning notification back on Your password will expire in n day s where n is the number of days CallPilot Unified Messaging Installation and Maintenance Guide 68 Chapter 4 Troubleshooting Replacing the mail database in Lotus Notes Replace the Lotus Notes mail database only if e asubscriber wants CallPilot messages to be stored in the same Inbox as their Lotus Notes email 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 the Lotus Notes database design Caution Risk of data loss Replacing the database
78. ur user name and password 21 Click the Next button The installation progress bar appears and indicates that files are being copied RTEL s ORTEL Rks A Current File Copying file CAFPROGRA 1 Mortelrnmdesk hlp 22 Click the Finish button to complete the installation If you chose to install the fax printer driver the Fax Printer Driver dialog box appears Fax Printer Driver E x Q Tou must know the administrator logon name and password for thie computer to install the fax printer driver Continue fas printer driver installation P0602920 01 Chapter 3 Installing and configuring Unified Messaging 25 23 Click the Yes button to continue The Administrator Logon Information dialog box appears If you are already logged on with administrative privileges this dialog box does not appear and you can go to step 27 Administrator Logon Information a x User Mame Password 24 Enter your user name and password and click the OK button The Installation complete screen appears Installation Complete NORT L CallPilot Desktop Messaging has been successfully installed NETWORKS Press the Finish button to exit this installation Click Finish to complete Setup 26 Click the Finish button CallPilot Unified Messaging Installation and Maintenance Guide 26 Chapter 3 Installing and configuring Unified Messaging Setting the default email client After you install Unified Mes
79. vell GroupWise on the same computer you must install each client separately 1 The first time you install Unified Messaging select the Outlook email client only and when you reach the Additional Options screen make sure you select the Update default mail profile option 2 Install Unified Messaging a second time and this time select the Novell GroupWise email client only When you reach the Additional Options screen make sure you select the Update default mail profile option CallPilot Unified Messaging Installation and Maintenance Guide 18 Chapter 3 Installing and configuring Unified Messaging Installing Unified Messaging You install Unified Messaging from the Business Communications Manager 3 0 Unified Manager To install Unified Messaging 1 On the subscriber s computer close any open Windows applications 2 Point the web browser to the URL http lt IP address gt 6800 where lt IP address gt is the IP address of Business Communications Manager 3 0 The Business Communications Manager 3 0 Unified Manager screen appears Business Communications Manager Wizards Install Chents Call Pilot Documentation BRU Maintenance system Adminstration amp Management Premestalled Client Access Home Page Setup and Management Wizards Download Desktop Applications Call Pilot Manager Documentation Product Overnnew amp Tips Backup Restore Utility Product Maintenance and Support 3 Click the Install
80. ves you these options e Install the complete Windows Messaging system e Leave Windows Messaging as is Install the Complete Windows Messaging system even if Windows Messaging 1s already installed This ensures that the GroupWise option is available during Unified Messaging installation After you install GroupWise you must configure it for Unified Messaging Removing the CallPilot Message Store When you install Unified Messaging on the computer of a subscriber who uses GroupWise the CallPilot Message Store folder is added to the subscriber s GroupWise mailbox You or the subscriber can use this procedure to remove the CallPilot Message Store from GroupWise To remove the CallPilot Message Store 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears In the list select CallPilot Unified Messaging for Novell GroupWise Click the OK button Configuring GroupWise for Unified Messaging 1 Start GroupWise 2 On the Tools menu click CallPilot point to CallPilot Configuration and click CallPilot Configuration Menu The CallPilot Unified Messaging dialog box appears 3 Inthe Server box enter the Business Communications Manager 3 0 system name or IP Address P0602920 01 10 11 12 13 14 15 16 17 18 19 Chapter 3 Installing and configuring Unified Messagin
81. x appears Select the Show advanced templates check box Select CallPilot Mail R4 5 CallPilot Mail R4 6 or CallPilot Mail R5 0 as required Make sure that e Inherit future design changes is selected e Hide formulas and LotusScript is not selected 9 Click Replace Repeat steps 3 through 9 for each database that you must update 10 Press F9 to refresh the window and display the names CallPilot Unified Messaging Installation and Maintenance Guide 70 Chapter 4 Troubleshooting Accessing Unified Messaging online Help Unified Messaging for Microsoft Outlook Novell GroupWise and Lotus Notes provides stan dard Help Note To access Internet Mail client Help on the Messaging Administration menu click Internet Mail Client Administration Internet Mail client Help contains Help for the CallPilot interface Use the manufacturer s online Help for questions about your Internet Mail client To access online Help From Microsoft Outlook e From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Novell GroupWise e From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Lotus Notes e From your Inbox on the Actions menu select CallPilot Help Topics P0602920 01 Chapter 4 Troubleshooting 71 Using Unified Messaging Support Tools Resetting the CallPilot message store for Microsoft Outlook This feature is available only for subscribers who use Microsoft Outlook
82. xing The subscriber requires Imaging for Window to view and compose faxes During installation CallPilot checks for Imaging for Windows If it is not installed CallPilot is still installed successfully You can install the imaging software later To install Imaging for Windows 1 Click the Windows Start button point to Settings and click Control Panel The Control Panel window appears 2 Double click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears Click the Windows Setup tab Double click the Accessories icon In the list ensure that Imaging is selected Click the OK button oOo oo QOQ 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 1s 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

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