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BCM 4.0 Unified Messaging Configuration Guide

Contents

Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About CallPilot Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Symbols and text conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 2
Configuring your system for Unified Messaging . . . . . . . . . . . . . . . . . . . . 13

Before you install Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Configuring IMAP/LDAP/SMTP servers for Unified Messaging . . . . . . . . . . . . . . . . . 13

Configuring environments without a DNS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Configuring Unified Messaging with IP address only . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 3
Installing and configuring Unified Messaging . . . . . . . . . . . . . . . . . . . . . . 17

Installation information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Fax feature requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Uninstalling an earlier version of Unified Messaging . . . . . . . . . . . . . . . . . . . . . . 18

Installing Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Setting the default e-mail client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Configuring forwarding or replying mail delivery settings . . . . . . . . . . . . . . . . . . . 27

Configuring mail delivery folders for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuring Outlook 2002 and 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Using Outlook 2002 and 2003 as an Internet mail client . . . . . . . . . . . . . . . . . . . . 29

Configuring Novell GroupWise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Removing the CallPilot Message Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Configuring Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Updating the Mail database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Updating the database automatically . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Updating the database manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Removing password prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Configuring Internet Mail clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Configuring Outlook Express or Outlook in Internet Mail mode . . . . . . . . . . . . . . . . . . 36

Configuring Netscape Messenger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Configuring Netscape Messenger to store messages locally . . . . . . . . . . . . . . . . 42

Summary of Contents for BCM 4.0

Page 1: ...BCM 4 0 CallPilot Document Status Standard Document Version 03 Part Code N0060611 Date September 2007 BCM 4 0 Unified Messaging Configuration Guide ...

Page 2: ...ithout express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and re...

Page 3: ...Revision history 3 BCM 4 0 Unified Messaging Configuration Guide Revision history September 2007 This document is issued for general release ...

Page 4: ...4 Revision history N0060611 N0060611 ...

Page 5: ... Fax feature requirements 18 Uninstalling an earlier version of Unified Messaging 18 Installing Unified Messaging 19 Setting the default e mail client 27 Configuring forwarding or replying mail delivery settings 27 Configuring mail delivery folders for Outlook 28 Configuring Outlook 2002 and 2003 29 Using Outlook 2002 and 2003 as an Internet mail client 29 Configuring Novell GroupWise 31 Removing ...

Page 6: ...Configuring Internet Mail clients 60 Feature Limitations 61 Microsoft Outlook 61 Lotus Notes 61 Audio Player 61 Fax Application 61 Tracing 61 Localization 62 Installation 62 Security 62 Windows XP 62 Chapter 4 Troubleshooting 63 Troubleshooting during installation 63 Troubleshooting logon problems 66 Troubleshooting Outlook 2002 problems 68 Accessing CallPilot support tools in Outlook 2002 68 Trou...

Page 7: ...minimum and recommended hardware that Unified Messaging software needs for operation IBM PC or compatible minimum Pentium 586 or faster system with 16 megabytes MB of RAM minimum 32 MB recommended Monitor 16 color VGA 640 x 480 capability minimum 256 color SVGA 800 x 600 capability recommended Disk drive space To install Unified Messaging subscribers need 110 MB of disk space After the installatio...

Page 8: ...ing automatically performs most or all of the groupware configuration during installation You can use Unified Messaging with one or more of these clients Microsoft Outlook 2000 Microsoft Outlook 2002 XP Microsoft Outlook 2003 Novell GroupWise 6 x Lotus Notes 5 x 6 x Supported Internet mail clients Internet mail clients are also called IMAP clients It is an e mail client that enables you to manage ...

Page 9: ...rted to G711 or G723 1 to be stored on Business Communications Manager or CallPilot 150 This decoding and encoding is done on the desktop client Audience This guide is for system administrators who configure and maintain CallPilot and Unified Messaging on a BCM system Acronyms The following is a list of acronyms used in this guide Table 1 Acronym Description BCM Business Communications Manager CLI...

Page 10: ...operly Note A Note alerts you to important information Tip Alerts you to additional information that can help you perform a task Security note Indicates a point of system security where a default should be changed or where the administrator needs to make a decision about the level of security required for the system Warning Alerts you to ground yourself with an antistatic grounding strap before pe...

Page 11: ...ise Convention Example Used for Word in a special font shown in the top line of the display ïïïïï Command line prompts on display telephones Underlined word in capital letters shown in the bottom line of a two line display telephone ïïïï Display option Available on two line display telephones Press the button directly below the option on the display to proceed Dialpad buttons Buttons you press on ...

Page 12: ...tting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region http www...

Page 13: ...ecurity issues with a security specialist or data network administrator Configuring IMAP LDAP SMTP servers for Unified Messaging CallPilot supports IMAP LDAP protocols which let Unified Messaging subscribers access their CallPilot mailboxes using Microsoft Outlook Lotus Notes Novell GroupWise and selected third party Internet mail clients Microsoft Outlook Express Microsoft Outlook Netscape Messen...

Page 14: ...sfer Protocol SMTP is a protocol for sending e mail messages between servers Most e mail systems that send mail over the Internet use SMTP to send messages from one server to another These messages can then be retrieved with an e mail client using IMAP SMTP is also generally used to send messages from a mail client to a mail server This is why you must specify both the IMAP server and the SMTP ser...

Page 15: ...nications Manager system To check that Business Communications Manager is not configured to use DNS 1 Start Element Manager 2 On the Configuration tab choose the Data Services folder The system tasks appear 3 Choose the DNS task The Domain Name Service tab appears 4 Ensure the Enable DNS box is not selected 5 Ensure the Primary Sec Server IP Addr field is empty If it is not delete any entries To c...

Page 16: ...ions Manager on a subscriber computer On each subscriber computer 1 Start Unified Messaging for the first time on the client computer The Unified Messaging Logon page appears 2 In the Server box type the IP address 3 In the Password and Mailbox boxes enter the subscriber s password and mailbox number The e mail client opens ...

Page 17: ...subscriber is going to install Unified Messaging and wants to install the Fax Printer Driver the subscriber must have the right to impersonate a client after authentication Refer to the online Microsoft Knowledge Base article Q821546 for more information Have this information available the fully qualified domain name FQDN of the Business Communications Manager system or the IP address if you do no...

Page 18: ...er sheet image when you fax the document Integrated Fax Messaging Controls allow you to create CallPilot messages attach documents and view annotate and modify fax documents through the CallPilot custom form This feature is available only to the Windows Groupware clients Microsoft Outlook Lotus Notes and Novell GroupWise Uninstalling an earlier version of Unified Messaging If the subscriber has an...

Page 19: ...nd password and click the OK button The Welcome to Business Communications Manager page appears 4 Click the User Applications link The User Applications page appears 5 Click the Unified Messaging link The Unified Messaging download page appears There are two Download Unified Messaging links One link supports English French simplified Chinese and Dutch The other link supports Italian Japanese Spani...

Page 20: ...20 Chapter 3 Installing and configuring Unified Messaging N0060611 N0060611 9 The setup program starts and the Welcome window appears 10 Click the Next button The Language screen appears ...

Page 21: ...e default directory or click the Browse button if you want to locate other destination folders and select the folder in which you want to install Unified Messaging Nortel recommends that you install Unified Messaging in the default folder The E mail client screen appears 13 Select the check boxes for the e mail clients that you use Internet Mail clients include Microsoft Outlook Express Microsoft ...

Page 22: ...MTP VPIM prefix box type the SMTP VPIM prefix of the CallPilot subscriber s address If CallPilot Networking is not enabled on the Business Communications Manager system leave this box blank otherwise use the value defined in the Local Prefix field in the Digital Networking Properties page in CallPilot Manager 17 Click the Next button The CallPilot Mailbox Number screen appears 18 Enter the subscri...

Page 23: ...stem Ensure the Anonymous logon check box is not selected Do not change the information in the address book search base 21 Click the Next button The Ready to Install window appears 22 If you want to install the fax printer driver select the Install Fax Printer Driver box This driver lets you to save a document as a TIFF F You can send a TIFF F as a fax to other CallPilot subscribers If you want to...

Page 24: ...ve 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 c Click the Browse button and browse to ...

Page 25: ... the Fax Printer Driver dialog box appears 26 Click the Yes button to continue If you are not already logged on with administrator privileges the Administrator Logon Information dialog box appears If you are logged on with administrative privileges this dialog box does not appear and you can go to step 27 27 Enter your user name and password and click the OK button The Installation Complete screen...

Page 26: ...26 Chapter 3 Installing and configuring Unified Messaging N0060611 N0060611 28 Click the Finish button The Setup Complete screen appears 29 Click the Finish button ...

Page 27: ... tab to display the current mail settings 4 Check to see if the Include a message header when forwarding replying check box is not selected If you have a fax keycode enabled you can select this check box If you do not have a fax keycode enabled do not select this check box Note If the check box is selected and you have a fax keycode enabled the header information of the original message appears in...

Page 28: ...oming e mail and CallPilot messages in the CallPilot message store To specify where to deliver e mail messages 1 On the Outlook window on the Tools menu click Services or if you use Outlook XP or 2003 click on the Tools menu and then click E mail accounts The E mail account window appears Select View or Change existing E mail accounts Click Next 2 Click the Delivery tab 3 From the Deliver new mail...

Page 29: ...ge server IMAP and POP server and web based e mail accounts from the same interface This section describes how to configure Outlook 2002 and 2003 as an Internet Mail client that works with Unified Messaging for Internet Mail clients If the subscriber uses Unified Messaging with an Exchange server you should install Unified Messaging for Outlook on their computer The Unified Messaging installation ...

Page 30: ...ame box type the CallPilot FQDN 5 In Logon Information select This server requires me to log on check box 6 Enter the user s username and password in the User Name and Password boxes The user name is the mailbox number and the password is the mailbox password 7 Click the More Settings button A message appears that says that the account you created will not start until you restart Outlook 8 Click t...

Page 31: ...ick Control Panel The Control Panel window appears 2 Click the Add Remove Programs icon The Add Remove Programs Properties dialog box appears 3 In the list select CallPilot Unified Messaging for Novell GroupWise 4 Click the Remove button The dialog window opens to confirm the deletion 5 Click OK To configure GroupWise for Unified Messaging 1 Start GroupWise 2 On the Tools menu click CallPilot poin...

Page 32: ...D information but does not include the original sender s name or sent time 8 On the Mail tab select Include cover page when forwarding fax If this option is selected the user will be able to choose and set a default cover page from a list of available cover pages 9 Select the Remember password check box if the subscribers do not want to enter their password each time they log on 10 Click the Addre...

Page 33: ...essions 23 Click OK to save your changes and close the dialog box Configuring Lotus Notes Updating the Mail database In Lotus Notes the Mail database design determines which messages appear in the Notes message list There are two ways to update the database design for Desktop Messaging automatic update this updates the database automatically when you install Unified Messaging recommended manual up...

Page 34: ...e Mail database The Mail database has the subscriber s name and the envelope icon 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 6 Select Local and then click OK 7 Select the Show advanced templates check box 8 From the list box select the version of CallPilot Mail for the ve...

Page 35: ...t Mail clients CallPilot Unified Messaging supports these Internet Mail clients Outlook Express Outlook in Internet mail mode Netscape Messenger Eudora Pro You need the following information to configure your Internet mail client the FQDN or IP address of the Business Communications Manager system the subscriber s CallPilot mailbox number and password the SMTP VPIM prefix of the Business Communica...

Page 36: ...izard Internet E mail Address screen appears 6 In the E mail address box type the subscriber s CallPilot mail address in the form 1416555 is the SMTP VPIM prefix If you use Message Networking include this prefix 6003 is the CallPilot mailbox number voiceuser callpilot com is the FQDN of the Business Communications Manager system If your network does not use DNS enter hostname localdomain as the FQ...

Page 37: ... make changes to your new IMAP account select the account name and click Properties to display the Properties page 19 Click the OK button To configure an LDAP directory service for Outlook Express or Outlook Depending on the Internet client you use the options you see can be slightly different 1 Start Outlook 2 On the Tools menu click Accounts The Internet Accounts screen appears 3 Click the Direc...

Page 38: ... click the Set Order button The Directory Services Order screen appears If necessary use the Move Up or Move Down buttons to position the CallPilot LDAP directory in the search order 17 Click the OK button The Internet Accounts screen appears 18 Click the Close button To configure special settings for Outlook Express or Outlook in Internet Mail mode 1 Select the settings for the type of Outlook th...

Page 39: ...Configuring Netscape Messenger For subscriber who use Netscape Messenger as their Internet Mail client use these procedures to configure Netscape Messenger Notes If the subscriber uses Netscape with POP for e mail Netscape cannot be configured with IMAP at the same time You must set up a different Netscape subscriber profile If the subscriber uses Netscape for their e mail Netscape cannot be confi...

Page 40: ... the at sign 10 In the Check for mail every _ minutes box type how frequently you want Netscape Messenger to check for new messages 11 Select the IMAP tab 12 From When I delete a message select Mark it as deleted 13 Select the Clean up Expunge Inbox on exit check box 14 Click the OK button You return to the Mail Servers screen 15 In the Outgoing mail SMTP server box type the FQDN or IP address of ...

Page 41: ...ssenger 2 On the Communicator menu select Address Book The Address Book screen appears 3 On the File menu select New Directory The Directory Server Property screen appears 4 In the Description box type a descriptive name for the subscriber s CallPilot directory service 5 In the LDAP server box type the FQDN of the Business Communications Manager system 6 In the Search Root box type the search base...

Page 42: ... Messenger 6 2x 1 On the Edit menu click Preferences The Mail Newsgroups account settings dialog box appears 2 At the Place a copy in setting select Sent Folder on and from the list box select Local Folders 3 At the Keep Messages and Drafts in setting select Drafts Folder on and from the list box select Local Folders 4 At the Keep Message Templates in setting select Templates Folder on and from th...

Page 43: ...alog box appears 2 From the When I delete a message list box select Mark it as deleted 3 Select the Clean up Expunge mailbox on exit check box This will cause messages to be marked as deleted in the client and the telset when they are deleted from Netscape When the Netscape 6 client is closed or a telset session is logged out the messages marked as deleted will be physically deleted 4 Click the OK...

Page 44: ...ver user name type the FQDN or IP address of the Business Communications Manager system To configure an LDAP directory service for Netscape Mail 7 0 1 Start Netscape 2 On the Navigator menu select the Window menu and then choose Address Book The Address Book screen appears 3 On the File menu select New and then choose LDAP Directory The Directory Server Property screen appears 4 In the Name box ty...

Page 45: ...er s name 6 Click the Next button The New Account Wizard E Mail Address screen appears 7 In the E Mail Address box type the subscriber s CallPilot mail address Enter the subscriber s e mail address in the form 1416555 is the SMTP VPIM prefix 6003 is the subscriber s CallPilot mailbox number voiceuser callpilot com is the FQDN of the Business Communications Manager system If your network does not u...

Page 46: ...r on the Tools menu click Options 16 From the Category heading click the Attachments icon The Options screen appears 17 From Encoding method select MIME 18 From the Category heading click the Styled Text icon 19 From the When sending mail with styled text HTML select Send plain text only 20 Click the OK button You return to the main screen To configure an LDAP directory service for Eudora Pro 1 St...

Page 47: ... CallPilot directory The search base is ou users ou callpilot 12 Click the OK button You return to the Directory Services screen To test the Eudora Pro IMAP account 1 From your telephone log on to your CallPilot mailbox 2 Compose a test voice message and send it to the subscriber 3 Have the subscriber check that the message appears in their Eudora Pro client ...

Page 48: ...vironment are detailed in this section The common desktop exceptions to the installation process for a standard environment include For Microsoft Outlook and Novell GroupWise The installer automatically disables the Update default mail profile feature This feature is not applicable to the Windows Terminal Server For Lotus Notes The installer automatically disables the Update Lotus Notes mail datab...

Page 49: ...lishing the Window s desktop Providing access to the Nortel Fax Nortel Fax Batch printers 1 Add double quotes around the original command line if not already present C Lotus Notes notes exe 2 Add the following text in front of the quoted command line for any application from which you wish to print not just Lotus Notes C Program Files Nortel CallPilot fax daemon P or in some cases A The command li...

Page 50: ...ified Messaging Client in a Windows Terminal Server environment running Citrix software This environment provides a single point of administration for all users in the network When the system administrator installs Unified Messaging on the Windows Terminal Server users only need to perform minor if any configuration changes to use the application Once Unified Messaging has been configured using it...

Page 51: ...on that the Citrix Administrator created After the Citrix users run the published application Microsoft Outlook is configured for CallPilot and they do not run the application again Citrix users can also manually configure their Outlook profile Manual Outlook 2002 XP and 2003 Configuration The user can manually add Unified Messaging to any e mail profile in Outlook To manually configure Unified Me...

Page 52: ... Chapter 3 Installing and configuring Unified Messaging N0060611 N0060611 3 In the E mail Accounts dialog box select Add a new e mail account and click Next 4 Select Additional Server Types and click Next ...

Page 53: ...r overwrite of another user s files Nortel does not recommend changing the default location of the Address Book file If the Address Book location is changed conflict with other users can occur Initially changing the location of the Address Book File to a location shared by all users can seem worthwhile The system administrator then can maintain one copy of the Address Book to be shared by all user...

Page 54: ...tore File window Nortel does not recommend changing the default location of the Message Store file If the user changes the location of the Message Store file it can conflict with another user The location of the user s profile in the default location prevents inadvertent access or overwrite of another user s files 7 Enter your CallPilot Mailbox Number in the Mailbox field and click OK 8 Download t...

Page 55: ...dialog box Select CallPilot Desktop Messaging and click OK 4 Click Open in the Create Open CallPilot Address Book File window The default location in the Create Open Address Book File window is set to the user s profile section on the Windows Terminal Server This prevents one user from inadvertently accessing or overwriting another user s files Nortel does not recommend changing the default locati...

Page 56: ...g the default location of the Message Store file If the user changes the location of the Message Store file it can conflict with another user The location of the user s profile in the default location prevents inadvertent access or overwrite of another user s files 6 Enter your CallPilot Mailbox Number in the Mailbox field and click OK 7 Close any remaining windows to complete the configuration ...

Page 57: ...stomization to the database Administrators and users should only replace the database under special circumstances Users may consider replacing database design only if they want CallPilot messages to be placed within the Lotus Notes Inbox along with e mail messages To update the database design from the Lotus Notes server 1 Download the CallPilotUnifiedMessagingLotusServertools exe from the Busines...

Page 58: ...allPilot People 9 Choose Actions Download CallPilot Address Book 10 If the Download CallPilot Address Book command is disabled on the actions menu complete the following steps a Open the callpilot nsf file in Designer Mode b Select Actions Download CallPilot Address Book c Select Edit Properties d Ensure the Hide Action if Formula is True check box is not selected e Close the Properties window The...

Page 59: ... To disable the Notes password prompt for Unified Messaging 1 In Notes choose File Tools User ID The Enter Password dialog box appears 2 Type your Notes password and then click OK The User ID dialog box appears 3 Check the option Don t prompt for a password from other Notes based programs 4 Click OK Configuring Novell GroupWise The administrator must first install Unified Messaging on the Windows ...

Page 60: ...e section Manual Outlook 2000 Configuration to configure the CallPilot Desktop Messaging service even if Outlook XP is installed on the computer 5 Once configuration is complete close and restart GroupWise Configuring Internet Mail clients The administrator must install CallPilot Desktop Messaging on the Windows Terminal Server Once this is done Internet Mail Client users can follow the same instr...

Page 61: ...t use the CallPilot Public Address Book located on the Lotus Notes Domino Server Audio Player There is a slight delay when the user clicks CallPilot Player buttons The user will not be able to adjust the speaker volume from the CallPilot Audio player CallPilot form or CallPilot configuration The user will not be able to use the CallPilot Audio Player microphone to record messages Fax Application I...

Page 62: ...ovide access to the Nortel Fax Nortel Fax Batch printers Failure to do so prevents Citrix users from printing to the Nortel Fax Nortel Fax Batch printers Security The user does not have direct control over the file level access privileges of their CST file This may leave their CST files and the messages they contain playable or viewable by other users if the Windows Terminal Server system administ...

Page 63: ...ntact your Nortel representative The problems discussed here apply to all clients unless otherwise noted Perform the suggested procedures from the desktop computer or where noted the Business Communications Manager or administration client Troubleshooting during installation Before you begin to install Unified Messaging for Microsoft Outlook GroupWise or Lotus Notes you require the subscriber s Ca...

Page 64: ...k the OK button No authorization to perform this operation Subscribers must have Manager or Designer access control of the mail database to install Lotus Notes Unified Messaging The Lotus Notes administrator sets this control on the server for each subscriber The default is Manager access To determine the level of access control for a subscriber 1 From the subscriber s Lotus Notes Mail database cl...

Page 65: ...g box select one or a group of mail files to update 7 Click the OK button Fax Printer Driver does not install If a subscriber is installing Unified Messaging and tries to install the Fax Printer Driver the fax driver installation fails after the subscriber is prompted for the administrator user name and password Unified Messaging still installs correctly This failure occurs if the client PC is run...

Page 66: ...usiness Communications Manager exactly as it appears in your Unified Messaging configuration Try to ping using the DOS prompt and ensure that you receive a valid response from the Business Communications Manager If you do not have network connectivity to the Business Communications Manager you are not able to access Unified Messaging 4 Ensure that DNS is configured on this computer Under TCP IP pr...

Page 67: ...le to log in to the mailbox through the telephone interface but not the desktop there are enough mailbox keycodes enabled to support the number of mailboxes that are initialized in the system If you have used all the mailboxes available on your system the subscriber will not be able to log on to the mailbox from the telephone or desktop CallPilot Logon Failure The subscriber sees a message that th...

Page 68: ...ilot 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 2 In Outlook on the Tools menu click Send Receive Accounts CallPilot Desktop Messaging 3 Continue to press the Ctrl and Shift keys until the CallP...

Page 69: ...database design from the Lotus Notes server To update the Mail database design 1 If you use Lotus Notes 5 0 copy the file cpmail50 ntf for Lotus Notes 5 0 into the notes data directory on the Lotus Notes server If you use Lotus Notes 6 0 run LNSERVER EXE to copy the cpmail60nltf file 2 Use File Database Open to add the mail database icon that you are going to update 3 Select this icon 4 Select Fil...

Page 70: ...Pilot 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 dll could not be found in the specified path 1 On your desktop right click the Lotus Notes icon select Properties and then click the Shortcut tab 2 Examine the properties of your Lotus Notes shortcut 3 Verify the ...

Page 71: ...aging 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 ...

Page 72: ...and digital networking subscribers Security concerns can restrict subscribers from sending messages to these types of subscribers 3 For fax addresses ensure that you can dial the number the subscriber is specifying from the subscriber s phone set Set based restrictions can prevent the call from completing The subscriber cannot send a CallPilot message The subscriber cannot send a CallPilot message...

Page 73: ...r to make sure that they are addressing the message correctly See Address Formats in the online Help 4 Ask the subscriber to ensure that they are attaching only TIFF F VBK WAV or TXT files to their messages Unified Messaging does not accept any other file types 5 If the subscriber is sending to a remote location ask the subscriber to verify that the address is valid and still exists 6 For fax mach...

Page 74: ...that the people the subscriber is sending faxes to can receive faxes For more information refer to the Unified Messaging Quick Reference Guide The subscriber has problems receiving replies People receive the subscriber s CallPilot messages but the subscriber does not receive their replies 1 On the Actions menu select CallPilot Configuration 2 Click Properties 3 Ensure that the SMTP VPIM prefix is ...

Page 75: ...s 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 the subscriber should hang up the telephone Then click Computer on the player and click telset playback The phone rings again 3 Tell the subscriber that if the Status bar still says Open Pending hang up...

Page 76: ... A reply to a message cannot be sent over an AMIS network The message is rejected because autotext is placed at the start of the message 1 Open the Eudora ini file using a text editor such as Notepad 2 Under the Settings statement add these lines ReplyAllAttribution ReplyAttribution 3 On the File menu click Save to save the settings Unified Messaging does not work properly for subscribers who use ...

Page 77: ...ify the telephone number 19 The mailbox or telephone number is invalid Please confirm the address 20 The address is invalid Please verify the destination system 22 The mailbox address was at one time valid but mail is no longer being accepted Please confirm the address 23 The mailbox exists but something at the destination mailbox caused your message not to be received Please try sending the messa...

Page 78: ... Please re create the message and send it again 45 The message contains media which cannot be delivered The recipient may not be able to receive a message with this media 46 The voice portion of the mixed media message was delivered The recipient can only receive this part of the message 47 The fax portion of the mixed media message was delivered The recipient can only receive this part of the mes...

Page 79: ...password 111 The temporary password assigned to you by the administrator must be changed Please change your password 123 The Login authentication method is disabled Please contact your administrator 124 The Challenge Response authentication method is disabled Please contact your administrator 125 Your mailbox is full Delete messages you no longer require 133 Remote Notification was turned off by t...

Page 80: ...Desktop 3 Select the mail database icon 4 Choose File Database Replace Design The Replace Database Design dialog box appears 5 Click Template Server The Template Server dialog box appears 6 Select Local and then click OK 7 Check the Show advanced templates box 8 From the list select CallPilot Mail R5 0 or 6 0 depending on the version of Lotus Notes 9 Make sure that Inherit future design changes is...

Page 81: ...ox appears 6 Select the Show advanced templates check box 7 Select CallPilot Mail R4 5 CallPilot Mail R4 6 or CallPilot Mail R5 0 as required 8 Make sure that Inherit future design changes is selected Hide formulas and LotusScript is NOT selected 9 Click Replace Repeat steps 3 through 9 for each database that you must update 10 Press F9 to refresh the window and display the names ...

Page 82: ...Pilot Desktop Messaging Help From Novell GroupWise From your Inbox on the Help menu select CallPilot Desktop Messaging Help From Lotus Notes From your Inbox on the Actions menu select CallPilot Help Topics 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 th...

Page 83: ...ress Ctrl Shift 2 On the Tools menu click Send and Receive and then click CallPilot Transport 3 Press Ctrl Shift until the CallPilot Reset Mailbox dialog box appears 4 Select the Reset Mailbox button All CallPilot messages are purged from the subscriber s mailbox and the CallPilot message headers that are stored for the subscriber are downloaded again The messages disappear and then reappear one b...

Page 84: ...oblems 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 CPTrace exe is installed with each desktop client in the Program Files Nortel client directory for Microsoft Outlook in nmdc for Lotus Notes in nmin for GroupWise in nmgw Using CPTrace To use CPTrace double...

Page 85: ...tion to the file selected This slows down the Desktop operation slightly The log file never gets larger than 1MB When the file size reaches 1MB 10 percent of the file is purged starting with the oldest data If you select the File check box and close CPTrace you receive a warning that File tracing is still enabled and you are asked whether you want to leave file tracing on Click Yes to leave file t...

Page 86: ...86 Chapter 4 Troubleshooting N0060611 N0060611 ...

Page 87: ...ddress only 15 LDAP directory service for Outlook Express 37 Lotus Notes 33 Netscape Messenger 39 Outlook Express or Outlook Internet Mail mode 36 special settings for Outlook Express or Outlook Internet Mail mode 38 Unified Messaging 27 configuring servers for Unified Messaging 13 copyright 2 CPTrace 84 D Domain Name System DNS 73 configuring environments without a DNS 14 E Entering domain name I...

Page 88: ...tweight Directory Access Protocol See LDAP 14 Lotus Notes 8 Citrix configuration 57 configuring 33 mail database replacing 80 M Mail database replacing 80 Message waiting indicator 76 Microsoft Outlook Internet mail mode 8 Outlook Express 8 Microsoft Outlook Citrix configuration 50 Microsoft Outlook Internet mail mode configuring access to CallPilot Address Book 30 Microsoft Outlook 2002 configuri...

Page 89: ...r Mail database for administrator 65 troubleshooting Unified Messaging 63 U Unified Messaging about 7 configuring 27 configuring in Citrix Thin Client Environment 49 configuring servers 13 data network security 13 hardware requirements 7 installing 19 installing in Citrix Thin Client Environment 48 online Help 82 optional hardware requirements 8 requirements 17 software requirements 8 supported IM...

Page 90: ...90 Index N0060611 N0060611 ...

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