Avaya CallPilot Unified Messaging Installation and Maintenance Manual

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CallPilot

Unified Messaging

Part No. P0602920 01

Installation and Maintenance Guide

CallPilot Unified Messaging Installation and Maintenance Guide

recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full respo nsibili ty for t heir ap plications of an y produ cts spe cified i n this docu ment. T he informa tion in this document is propr ietary 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 th e 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

Chapter 1

Requirements for installing Unified Messaging . . . . . . . . . . . . . . . . . . . . . . 7

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

Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

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

Windows operating systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Supported Integrated clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Supported Internet mail clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Format for voice messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 2

Configuring your system for Unified Messaging . . . . . . . . . . . . . . . . . . . . 11

Optional hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Before you install Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Unified Messaging and data network security . . . . . . . . . . . . . . . . . . . . . . . . 11

Configuring IMAP/LDAP/SMTP servers for Unified Messaging . . . . . . . . . . . . . . . . . . 12

IMAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

LDAP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

SMTP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Configuring environments without a DNS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Configuring Unified Messaging with IP address only . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 3

Installing and configuring Unified Messaging . . . . . . . . . . . . . . . . . . . . . . 15

Installation information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Fax requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Uninstalling an earlier version of Unified Messaging . . . . . . . . . . . . . . . . . . . . . . 16

If you are Installing Unified Messaging for Outlook and GroupWise . . . . . . . . . . . 17

Installing Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Setting the default email client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Configuring mail delivery folders for Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Configuring Outlook 2002 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Using Outlook 2002 as an Internet mail client . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuring Novell GroupWise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Removing the CallPilot Message Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Configuring GroupWise for Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

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

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

CallPilot Unified Messaging Installation and Maintenance Guide

4 Contents

Configuring Internet Mail clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Configuring Outlook Express or Outlook in Internet Mail mode . . . . . . . . . . . . . . . . . . 37

Configuring Netscape Messenger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Configuring Eudora Pro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

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

Updating the database manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

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 account . . . 40

Configuring an IMAP account on Netscape Messenger . . . . . . . . . . . . . . . . . . . . 41

Configuring an LDAP directory service for Netscape Messenger . . . . . . . . . . . . . 43

Testing the Netscape Messenger IMAP account . . . . . . . . . . . . . . . . . . . . . . . . . 43

Configuring Netscape Messenger to store messages locally . . . . . . . . . . . . . . . . 44

To configure Netscape Messenger 4.7x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

To configure Netscape Messenger 6.2x . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Configuring Netscape Messenger deletions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Configuring an IMAP account on Eudora Pro . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Configuring an LDAP directory service for Eudora Pro . . . . . . . . . . . . . . . . . . . . . 49

Testing the Eudora Pro IMAP account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Chapter 4

Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Troubleshooting during installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Microsoft Outlook default mail client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Image Viewer is not installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

No authorization to perform this operation . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Troubleshooting log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Invalid credentials . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

No desktop capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

CallPilot Logon Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Troubleshooting Outlook 2002 problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Accessing CallPilot support tools in Outlook 2002 . . . . . . . . . . . . . . . . . . . . . . . . 56

Troubleshooting Lotus Notes log on problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Subscribers cannot see CallPilot Unified Messaging . . . . . . . . . . . . . . . . . . . 57

Replacing the Mail database design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

No entries in CallPilot Personal Name and Address Book . . . . . . . . . . . . . . . 58

The dynamic link library nNOTES.dll could not be found in the specified path 58

You download the CallPilot address book and 0 entries are found . . . . . . . . . 58

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Contents 5

Troubleshooting after logging on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

The CallPilot address book is empty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

The subscriber has message access problems . . . . . . . . . . . . . . . . . . . . . . . 59

The subscriber has problems sending messages . . . . . . . . . . . . . . . . . . . . . 59

Messages remain in the subscriber’s Outbox . . . . . . . . . . . . . . . . . . . . . . . . . 59

The subscriber cannot send messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

The subscriber cannot send a CallPilot message . . . . . . . . . . . . . . . . . . . . . 60

Non-delivery notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

"Unknown" appears in the Sender field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

The subscriber has problems with faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

The subscriber has problems with fax reception . . . . . . . . . . . . . . . . . . . . . . 62

The subscriber has problems with receiving replies . . . . . . . . . . . . . . . . . . . . 62

Deleted messages remain in the subscriber’s mailbox . . . . . . . . . . . . . . . . . . 63

The subscriber cannot delete messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Messages no longer on server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Voice message does not play on telephone . . . . . . . . . . . . . . . . . . . . . . . . . . 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 with Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Internet Mail client error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Replacing the mail database in Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Accessing Unified Messaging online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

To access online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Using Unified Messaging Support Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Resetting the CallPilot message store for Microsoft Outlook . . . . . . . . . . . . . . . . 71

CPTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Using CPTrace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

CP Trace settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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 interface for email messages and CallPilot voice, fax and text and messages.

This guide tells a System Administrator how to install, configure and troubleshoot CallPilot on a Business Communications Manager 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 cont ains both the mi nimum and recommended har dware that Unifie d 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

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 it is installed, Unified Messaging takes up takes up 15 MB of space on the

subscriber’s hard disk.

• CD-ROM drive

• Windows-compatible mouse and keyboard

• LAN connection to Business Communications Manager 3.0. Subscribers can access their CallPilot messages over the LAN via ISDN, ADSL, dial-up modem or ethernet.

Optional hardware

• a sound card and a set of speakers for playing messages on a computer

• a microphone for recording messages on a computer

Note: The maximum number of Unified Messaging clients that is supported on Business 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:

• Windows 95B

• Windows 98 SE

• Windows 2000 Professional

• Windows XP

• Win NT 4.0 SP6a

Supported Integrated clients

Integrated clients, also called groupware, is software designed for group collaboration. Integrated clients run with a cor por at e e ma il se rve r. Unified Messaging for integr at ed c li ent s pr ovides access to commands and Unified Messaging Help directly from the client. During installation, Unified Messaging customizes integr ated clients to make messagi ng tasks simpler and more eff icient. 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:

• Microsoft Outlook 2000 with Outlook SP 1

• Microsoft Outlook 98 in corporate mode

• Microsoft Outlook 2002/XP

• Novell GroupWise 6.x

• Lotus Notes 4.6x, 5.0

Supported Internet mail clients

Internet mail clients, also called IMAP clients, are email clients that enable you to 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:

• Microsoft Outlook Express 5.0, 5.5 and 6.0

• Microsoft Outlook 98, 2000 and Outlook 2002 XP in Internet mail mode,

• Netscape Messenger 4.7x and 6.2x

• Qualcomm Eudora Pro Comm Center 5.0.x

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Format for voice messages

Business Communicati ons Manager 3.0 uses the G711 format t o record and store voice mess age s. CallPilot 150 uses G723.1. Since the Unified Messaging player records and plays messages in WAV format, Business Communications Manage r 3.0 or CallPi lot mess ages must be convert ed 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.

How to 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 & 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

Chapter 2 Configuring your system for Unified Messaging

Before you install Unified Messaging

Before using Unified Messaging:

• In Unified Manager, enabl e the Unifie d Messaging sof tware author izatio n code and optio nally the Fax keycode. For information on enabling software authorization codes, refer to the CallPilot Manager Set Up and Operation Guide.

• In CallPilot Manager, ensure that the number of maximum outcalling channels is enough to accommodate the expected CallPilot telephone player usage. This value governs the number of simultaneous channels used for outcalling. For information on setting the outcalling channels, refer to the CallPilot Manager Set Up and Operation Guide.

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.

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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 con figure the desktop clie nts, you confi gure 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 .

IMAP

Internet Message Acc ess Pro tocol (IMAP) lets a clie nt acce ss and u se ele ctroni c mail me ssages 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 bu lleti n boar d mess ages th at are kept on a share d mail se rver. I MAP let s a cli ent email program access remote messa ge stores as if they were local . For example, e mail st ored on an IMAP server can be ac cessed f rom a computer a t home, a work station at the of fice, an d a noteboo k 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 necessar y for any typ e of Inter net acc ess. 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 Transfer Protocol (SMTP) is a protocol for sendi ng emai l messages between servers. Most email systems that send mail over the Internet use SMTP to send mess ages from one server to another. These messages can then be retrieved with an email client using IMAP. SMTP is also generally u sed to send messages from a mail clien t to a mail server. This is why you must sp ecify 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.

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Chapter 2 Configuring your system for Unified Messaging 13

Configuring environments without a DNS

The Domain Name System (DNS) is an Internet servi ce that translates domain names into IP addresses. Because domai n name s are alphabe tic, the y are e asier for s ubsc ribers t o remembe r. 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 Messaging to use IP addresses.

For Internet Mail clients, the format for addressing a message is <SMTP/VPIM prefix><Mailbox number>@<BCM HOST name>.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:

1 Ensure no DNS servers are currently configured. 2 Enter the host name on the Business Communications Manager 3.0 system. 3 Configure computers r unning 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. 2 From the Services menu choose DNS. 3 Ensure that the Primary (& Sec.) Server IP Addr field is empty. I f it is not, dele te any en tries

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. 2 Choose System from the list box. 3 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

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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 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 numbers.

The email client opens.

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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 in stall CallPi lot on a subscriber’s computer:

• Make sure the subscriber’s compute r has the corre ct 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 befor e you do the inst al la ti on procedure. If the subscriber has versi on 1.07 you do not need to uninstall it. Refer to “Uninstalling a n earlier vers ion 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 inst alled. Refer to “Fax requirements” on page 16.

• Have this information available: — the fully qualified domain name (FQDN) of the Business Communications Manager 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: I f the subscrib er uses Novell Grou pWise they must have Wind ows Messaging 4.0 installed on their comp uter. 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:

• Install the complete Windows Messaging system.

• Leave Windows Messaging as is.

Install the Comple te Windows Messag ing system even if Windo ws Messagi ng is already installed. This ens ures th at the Group Wise opti on is a vaila ble during Unif ied Me ssagi ng installation.

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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 inst alled.

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 subscriber can view fax files in the default XP fax viewer by double- clic kin g the fa x icon. Sub scrib ers ar e limit ed to cr ea ting 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.

2 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.

3 Click the Uninstall NOW! button. 4 If a message appears that asks i f you want to de lete any fi les b eginni ng with the l ette rs nb, nm,

or ns, click the Yes button.

5 If you are uninstalling Unified Messaging for Lotus Notes, you must enter your Lotus Notes

password before the uninstall process continues.

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Chapter 3 Installing and configuring Unified Messaging 17

If you are Installing Unified Messaging for Outlook and GroupWise

If you want to i nstall Unified Mess aging for both Micr osoft Out look and No vell Group Wise 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.

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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://<IP address>:6800 where <IP address> is the IP address of Business Communications Manager 3.0. The Business Communications Manager 3.0 Unified Manager screen appears.

3 Click the Install Clients button.

The Download Desktop Applications screen appears.

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Chapter 3 Installing and configuring Unified Messaging 19

4 In the left frame, click the CallPilot Unified Messaging link.

5 Click the Download Unified Messaging button.

The File Download dialog box appears.

6 Select Run this program from its current location and click the OK button.

Unified Messaging downloads to the subscriber’s computer. The setup program starts and the Welcome window appears.

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7 Click the Next button.

The Language screen appears.

8 From the Language list box select the language you want to use and click the Next button.

The Destination folder screen appea rs.

9 Click the Next butto n to accept th e default di rectory , or clic k the Browse butt on if you want to

locate other destinat i on folders, and select the fo lde r you wan t to install Unified Messaging i n.

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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.

10 Select the check boxes for the email clients that you use.

Internet Mail clients include Microsoft Outlook Express, Microsoft Outlook in Internet mail mode, Netscape Messenger, and Qualcomm Eudora Pro.

Note: If you want to install Outlook and 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.

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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 CallPilo t Mailbox Num ber screen appears.

15 Enter the subscriber’s mailbox number. The mailbox number is usually their extension

number.

16 Click the Next button.

The LDAP Server setting s screen appears.

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Chapter 3 Installing and configuring Unified Messaging 23

17 In the 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.

The Ready to Install! window appears.

19 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:

• Microsoft Outlook

• Lotus Notes and Unified Messaging for Lotus Notes

• Novell GroupWise If any of these options appear dimmed, they are not supported by Unified Messaging for the

type of email client you have chosen, and the appropriate fax drivers are pre-selected.

20 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 Unifi ed Messaging fo r 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 fo und, 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.

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c Click the Browse button and browse to where you downloaded Unified Messaging. d Select CallPilotDesktopMessaging.exe and click the Open button.

CallPilotDesktopMessaging.exe appears in the Open box.

e T o Cal lPil otDeskt opMessag ing.exe add -a ld, so that what appears in the Open box is now

CallPilotDesktopMessaging.exe -a ld.

f Restart the Unified Messaging installation program.

If you are installing Unified Messaging on a Windows NT or a Windows 2000 system, a message appears that prompts you to enter your user name and password.

21 Click the Next button.

The installation progress bar appears and indicates that files are being copied.

22 Click the Finish button to complete th e installatio n.

If you chose to install the fax printer driver, the Fax Printer Driver dialog box appears.

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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.

24 Enter your user name and password, and click the OK button.

The Installation complete screen appears.

25 Click the Finish button. The Setup Complete screen appears.

26 Click the Finish button.

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Setting the default email client

After you install Unified Messaging, you must set the default email client.

To set the default email client

1 Click the Windows Start button, point to Settings and click Control Panel.

The Control Panel window appears.

2 Double click the Internet Options icon.

The Internet Properties window appears.

3 Click the Programs tab. 4 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.

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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 sub scr ibers keep their CallPilo t mess age s sep arate from their Outlook messages. By keeping C allPilot messages separa te, it is easie r 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 CallPil ot Inbox, al l email messa ges are st ored on the s ubscriber’ s h ard drive. Afte r the message is delivered, the messages no longer resides on the Exchange server.

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, open the Address Book, and on the Tools menu click Services. The Services dialog box appears.

2 Click the Delivery tab. 3 From the Deliver new mail to the following location list, select CallPilot Transport and

click the up arrow to move it to the top o f the list.

4 Click the OK button.

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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.

2 Choose View or change existing e-mail accounts, and then click Next. 3 In the e-mail account list, choose CallPilot Desktop Messaging, and then click Change.

The Desktop Messaging options dialog box appears.

4 Make changes to Unified Messaging settings, as required, and then click the OK button. 5 Click Finish to exit the E-mail Accounts wizard.

Using Outlook 2002 as an Internet mail client

In Outlook 2002, Corporate mode and Internet Mail do not exist. Instead, the subscriber can manage all Exchange server, IMAP and POP server, and Web-based e-mail accounts from the same interface.

This section describes how to configure Outlook 2002 as an Internet mail client that works with Unified Messaging for Internet Mail clients.

If the subscriber uses Unified 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.

2 Select Add-a new e-mail account, and then click Next.

The E-mail Servers page appears.

3 Select IMAP, and then click Next.

The Internet E-mail Settings (IMAP) page appears.

4 Specify the settings for the subscriber’s CallPilot mailbox.

• User Infor mation—Type the subscriber’s name and CallPilot address in the boxes.

Enter the address in the form:

• Logon In formation—Type the subscriber’s CallPilot mailbox number and password in

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Chapter 3 Installing and configuring Unified Messaging 29

• Do not select the Log on using Secure Password Authentication (SPA) check box.

• Server Information— Enter the CallPilot fully qualified domain name (FQDN) for both

the incoming and outgoing servers.

5 Click Next.

A message appears that confirms the changes.

6 Click Finish.

To configure access to the CallPilot Address Book

1 In Outlook, on the Tools menu click E-mail Accounts.

The E-mail Accounts wizard appears.

2 Select Add a new directory or address book, and then click the Next button. 3 Select Internet Directory Service (LDAP) and then click the Next button. 4 In the Server Name box, type the CallPilot FQDN. 5 Click the More Settings button.

A message appears that says that the account you created will not start until you restart Outlook.

6 Click the OK button. 7 Under the Search tab in the Search Base box, type ou=users,ou=callpilot. 8 Click the OK button. 9 Click the Next button.

A message appears that confirms the changes.

10 Click the Finish button.

To configure text formatting

1 In Outlook, on the Tools menu click Options. 2 Click the Mail Format tab. 3 In the Message Format section, select Plain Text. 4 Click OK.

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Configuring Novell GroupWise

This sectio n is an overvi ew of how GroupWise is integrated wi th 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.

• Install the complete Windows Messaging system.

• Leave Windows Messaging as is.

Install the Comple te Windows Messag ing system even if Windo ws Messagi ng is already installed. This ens ures th at the Group Wise opti on is a vaila ble during Unif ied Me ssagi ng 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 Gr oupWise 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.

3 In the list se lect CallPilot Unified Messaging for Novell GroupWise. 4 Click the OK button.

Configuring GroupWise for Unified Messaging

1 Start GroupWise. 2 On the Tools menu click CallPilot, point to CallPilot Configuration, and click CallPilot

Configuration Menu. The CallPilot Unified Messaging dialog box appears.

3 In the Server box enter the Business Communications Manager 3.0 system name or IP

Address.

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Chapter 3 Installing and configuring Unified Messaging 31

4 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 valu e in CallPilot Manager, in the Digital Networking Properties page, in the Local Prefix box.

5 In the Mailbox box, enter the subscriber’s mailbox number. 6 At Check for new me ssages (Automaticall y/Manually), if the subscriber use s 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.

7 Select Include original message header when forwarding or replying. This adds header

informati on to each forward or reply, so that Unif ied Messaging messages are consistent with other emai l messages. S ubscribers 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.

8 Select the Remember password check box if the subscriber does not want to enter their

password each time they log on.

9 Click the Address Book tab. 10 In the Path box enter the location of the local CallPilot address book. 11 From the Order list box, select the order in which you want the names to be displayed in the

address book.

12 Select the Remind me to download address book every __ day(s) if subscribers want to

download addresses automatically from the system. The default is every 20 days. Subscribers can change the number of days, if they want to. If subscribers do not want to download the address book, do not select this check box.

13 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.

14 Click the Apply button. 15 Click the Audio tab. 16 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 .

17 Click the Download file before play ing 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 wit hout delay, and use GroupWise to forw ar d it to anot her CallPilot subscriber.

18 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.

19 Click the Apply button.

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20 Click the Volume Control tab. 21 Select the default speaker and microphone volumes from this tab. The microphone level can

be changed only from this dialog box. The subscriber can change the volume level and the volume control on the player fr om this dia log box. The se lected vo lume level i s used for future player sessions.

22 Click OK to save your changes and close the dialog box.

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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:

• automatic update: this updates the database automatically when you install Unified Messaging (recommended) .

• 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 compatibl e with cu stomize d da tabase design s, and doe s not re quire any manual update s to the database design.

Updating the database automatically

To automatically upda te 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 st ores CallPilo t messages in a separate fo lder. This configuration lets users easily prioritize CallPilot messages since they are not mixed with other e-mail messages.

Updating the database manually

You should update the database design manually only if:

• the subscriber wants CallPilot messages stored in the same Inbox as their Lotus Notes e-mail messages

• the subscriber’s database design has not been customized, and the subscriber does not intend to customize the database design in the future

• you are fa miliar with mo difying Lot us Notes database design

To perform a manual update, you must replace the current database design using a CallPilot template. Replacement of the database design removes any customization in the current database design.

To update the Mail database design manually

1 Start Lotus Notes. 2 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.

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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 version of Lotus Notes that you

use.

9 Click Replace.

A message appears that asks you to confirm your request to change the database view.

10 Click Yes.

Setting up the CallPilot Address Book on the Lotus Notes server

If you want users to a ccess th e addre ss book from t he Notes serve r, you mus t set it u p for t hem. 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. Alternati vely, you ca n set up th e Lotus No tes serve r to automat ically 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 se rver 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

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Chapter 3 Installing and configuring Unified Messaging 35

3 Click the Browse button to locate the c allpilot.nsf file in the not es/data direc tory.

4 Select the callpilot. nsf file and click the Select button. 5 Click Add Icon to add the icon to the Server Workspace.

The new icon appears on the Lotus Notes server workspace.

6 Double-click the icon to open the address book. 7 On the View menu, select CallPilot (People). 8 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.

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Setting up the CallPilot Address Book Automatic update

You can configure th e Au tomatic update utilit y as a scheduled tas k t o update the CallPil ot a ddr ess book stored on the Lotus Notes server.

To set up the Automatic update utility

1 Run the CallPilot server installation, if it has not already been run. 2 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.

3 Open the CallPilot Address Book. 4 Navigate to the Folders and Views/Servers/Program folder. 5 Select the Program folder and click Add Program.

The Program view appears.

6 In the Program name box, type nmlnadbk.exe. 7 Make sure that the Command line box is empty. 8 Set Enabled/disabled to Enabled. 9 Select the time and frequency that you want the update utility to run. 10 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 is 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 button.

The User ID dialog box appears.

3 Select the appropriate option, and then click the OK button.

• for Notes 4.5 or 4.6: select the Share password with Notes add-ins option.

• for Notes 5 .0: select the Don’t prompt for a password from other Notes-based

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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 particu lar, 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 ma il cl ient i s Microsof t Outlo ok Expres s or Outl ook , use the foll owing pro cedure s.

Configuring an IMAP account on Outlook or Outlook Express

1 Start Outlook. 2 On the Tools menu, select Accounts.

The Internet Accounts screen appears.

3 Click Add, and then click the Mail option.

The Internet Connection Wizard starts up.

4 In the Display name box type your name. 5 Click the Next button.

The Internet Connection Wizard - Internet E-mail Address screen appears.

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6 In the E-mail address box type the subscriber’s CallPilot mail address in the form

14165556003@voiceuser.callpilot.com

SMTP/VPIM prefix

mailbox number

FQDN of Business Communications Manager

• 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 3.0

system. If your network does not use DNS, enter <hostname>.localdomain as the FQDN (where the hostname is t hat of the Business Commu nications Manager 3.0 system).

7 Click the Next button.

The E-Mail Server Names screen appears.

8 From the list box choose IMAP as the incoming mail serv er type. 9 In the Incoming mail server box type your FQDN. 10 In the Outgoing mail server box type your FQDN. 11 Click the Next button.

The Internet Mail Logon screen appears with the subscriber’s IMAP account name displayed.

12 In the Password box type the subscriber’s CallPilot mailbox password.

Do not select the Log on using Secure Password Authentication (SPA) check box.

13 Click the Next button.

The Internet Connection Wizard - Internet Mail Logon screen appears.

14 In the Account name box type the subscriber’s SMTP/VPIM prefix and mailbox number. 15 In the Password box type the subscriber’s mailbox password. 16 Click the Next button.

The Internet Connection Wizard - Congratulations screen appears.

17 Click the Finish button and close the Internet Accounts screen.

A message appears that asks if you want to download folders from the mail server you added.

18 Select the Yes button to download the folder list for the IMAP account that you just created

or select the No button if you do not want to download the folder list at this time. Tip: To make changes to your new IMAP account, select the account name and click Properties to display the Properties page.

19 Click the OK button.

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Chapter 3 Installing and configuring Unified Messaging 39

Configuring an LDAP directory service for Outlook Express or Outlook

1 Start Outlook. 2 On the Tools menu, click Accounts.

The Internet Accounts screen appears.

3 Click the Directory Service tab. 4 Click the Add button and click Directory Service.

The Internet Connection Wizard starts.

5 In the Internet directory (LDAP) server box type the FQDN or IP address of the Business

Communications Manager 3.0 system. Do not select the My LDAP server requires me to log on check box.

6 Click the Next button.

The Intern et Connectio n Wizard - Check E-mail Addresses screen appears.

7 If the subsc riber wants t o check for addresses in the CallPilot LD AP director y when they

address messages, select Yes.

8 Click the Next button.

The Internet Connection Wizard - Congratulations screen appears.

9 Click the Finish button.

The Internet Accounts screen appears.

10 Click the Properties button, and then click the Advanced tab. 11 If your network is slow, mov e the slid e bar under Search timeout toward Long to increase the

timeout.

12 If the subscriber expects to do directory searches that return more matches than the number

shown, increase the number in the Maximum number of matches to return box.

13 In the Search base box type the search base for the CallPilot directory.

The search base is ou=users,ou=callpilot.

14 Click the OK button.

The Internet Accounts screen appears again.

15 If the subsc riber wants t o check for addresses in the CallPilot LD AP director y, click the Set

Order button. The Dir ector y Servi ces Order scre en appear s. If necess ary, u se the Move Up or Move Down buttons to position the CallPilot LDAP directory in the search order.

16 Click the OK button.

The Internet Accounts screen appears.

17 Click the Close button.

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Configuring special settings for Outlook Express or Outlook in Internet Mail mode

1 Select the settings for the type of Outlook the subscriber uses.

• If the subscriber uses Outlook Express:

a On the Tools menu, click Options.

The Options screen appears.

b Click the Send tab. c From Mail sending format, selec t Plain Text. d Click the Plain Text Settings button.

The Plain Text Settings screen appears.

e From Message format, select MIME. f From the Encode text using list box, select None. g Click the OK button. h Click the OK button.

• 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 addre sses from the CallPilot LDAP directo ry in thei r Out loo k Express or

Outlook 98 personal address book:

• In the Address Book, right-click the recipient’s name.

• Select Properties, and then select the Name tab.

The Properties screen a ppears.

• Select the Send E-Mail using plain text only check box.

• Click the OK button.

Testing the Outlook Express or Outlook in Internet Mail mode IMAP account

1 Use your telephone to log on to your CallPilot mailbox. 2 Compose a test voice message and send it to the subscriber. 3 Have the subscriber check that the message appears in their Outlook or Outlook Express

Inbox.

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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 us es Netscape with POP for email, Netscape cannot be configu red 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 Messa ging.

Configuring an IMAP account on Netscape Messenger

1 Start Netscape Messenger. 2 On the Edit menu, select Preferences. 3 From the Mail & Newsgroups category, select Identity.

The Prefer ences screen appears.

4 In the Your name box, type the subscriber’s name. 5 In the Email address box enter the subscriber’s email address in the form

14165556003@voiceuser.callpilot.com

SMTP/VPIM prefix

mailbox number

• 1416555 is the SMTP/VPIM prefix.

• 6003 is your CallPilot mailbox number

• voiceuser.callpilot.com is the FQDN of the Business Communications Manager 3.0

system. If your network does not use DNS then use <hostname>.localdomain as the FQDN (where hostname is that of the Business Communications Manager 3.0 system).

6 From the Mail & Newsgroups category, select Mail Servers.

The Prefer ences screen appears.

FQDN of Business Communications Manager

7 Click the Add button.

The Mail Servers Properties screen appears with the General tab displayed.

8 In the Server Name box type the FQDN of the Business Communications Manager 3.0

system.

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9 In the User Name box type the part of the subscriber’s CallPilot mail address that comes

before the @ 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 delete d. 13 Select the Clean up (“Expunge”) Inbox on exit check box. 14 Click the OK button.

You return to the Mail Server s screen.

15 In the Outgoing mail (SMTP) server box type the FQDN or IP address of the Business

Communications Manager 3.0 system.

16 In the Outgoing mail server user name box type the FQDN or IP address of the Business

Communications Manager 3.0 system.

17 From the Mail & Newsgroups category, select Addressing. 18 From Pinpoint Addressing, select both Address Books and Directory Server. 19 From the Mail & Newsgroups category, select Messages. 20 From the By default, forward messages list box, select As Attachment. 21 From Send messa ges that use 8-bit charact ers, select Using the “ quoted pri ntable” MIME

encoding.

22 From the Mail & Newsgroups category, select Copies and Folders. 23 Make sure all the check boxes are clear. 24 From the Mail & Newsgroups category, select Formatting. 25 From Message formatting, select Use the plain text editor to compose messages. 26 From the Mail & Newsgroups category, select Return Receipts. 27 From If I request a rec eipt when sendi ng a message, I want , sel ect A delivery receipt from

the receiving server (DSN).

28 From When a receipt arrives , select Leave it in my Inbox. 29 Click the OK button.

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Chapter 3 Installing and configuring Unified Messaging 43

Configuring an LDAP directory service for Netscape Messenger

1 Start Netscape Messenger. 2 On the Communicator menu, select Address Book.

The Address Book screen appears.

3 On the File menu, select New Directory.

The Directory Server Property screen appears.

4 In the Description box, type a descriptive name for the subscriber’s CallPilot directory

service.

5 In the 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 message and send it to the subscriber. 3 Have the subscriber check that the message appears in Netscape Messenger.

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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.

2 In the left frame, expand the Mail and Newsgroups heading. 3 Click the Mail Service heading.

In the right frame the Incoming Mail servers settings appear.

4 Select the first mail server listed (identified as “default”), and click the Edit button.

The Mail Server Properties dialog box appears.

5 Click the Advanced tab. 6 Make sure the Server supports folder s t hat c ont ain sub-folders and messages check box is

clear.

7 Click the OK button.

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Chapter 3 Installing and configuring Unified Messaging 45

To configure Netscape 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 Message s 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 the list box

select Local Folders.

5 Click the OK button.

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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 & Newsgroups account settings dialog 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 when messages are marked as deleted, the messages will be physically deleted.

4 Click the OK button.

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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.

2 Click the Next button.

The New Account Wizard - Account Settings screen appears.

Note: If you have a nother I MAP accoun t for y our CallPil ot mailbox , you can import the settings. This configuration assumes that the Eudora IMAP account is a new configuration.

3 From Would you like to, select Create a brand new email account. 4 Click the Next button.

The New Account Wizard - Personal Information screen appears.

5 In the Your Name box, type the subscriber’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 email address in the form

14165556003@voiceuser.callpilot.com

SMTP/VPIM prefix

mailbox number

• 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 3.0

system. If your network does not use DNS, use <hostname>.localdomain as the FQDN (where hostname is that of the Business Communications Manager 3.0 system).

8 Click the Next button.

The New Account Wizard - Logon Name screen appears.

FQDN of Business Communications Manager

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9 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.

10 Check that the Incoming Server box contains the FQDN of the Business Communications

Manager 3.0 system.

11 From Please choose whether the serv er fo r your incoming mail uses POP or IMAP, se lect

IMAP, and click the Next button.

The New Account Wizard - IMAP Location Prefix screen appears.

12 Click the Next button without entering a location prefix.

The New Account Wizard - Outgoing E-Mail Server screen appears.

13 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.

14 Click the Finish button. 15 On the menu bar, 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.

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Chapter 3 Installing and configuring Unified Messaging 49

Configuring an LDAP directory service for Eudora Pro

1 Start Eudora Pro. 2 On the Tools menu click Directory Servi ces. 3 From the Protocols box, select LDAP. 4 Click the New Database button.

The Modify Database screen appears.

5 Click the Network tab. 6 In the first box, type a desc riptive name for the CallPilot directory service. 7 In the Host Name box, type the FQDN or the IP address of the Business Communications

Manager 3.0 system.

8 Click the Search Options tab. 9 If your network is slow, mov e the slid e 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.

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Chapter 4 Troubleshooting

This chapter is about:

• Troubleshooting during installation

• Troubleshooting log on problems

• Troubleshooting Outlook 2002 problems

• Troubleshooting Lotus Notes log on problems

• Troubleshooting after logging on

• Internet Mail client error messages

• Accessing Unified Messaging online Help

• Using Unified Messaging Support Tools

• CPTrace

This chapter discusses problems that subscribers can experience with Unified Messaging. The troubleshooting information is divided into problems and suggested solutions. Based on the expertise of subscribers, you can ask them to do some of the troubleshooting procedures.

If the suggested solution does not correct the problem, contact your Nortel Networks representative.

The problems discussed here apply to all clients unless otherwise noted. Perform the suggested solutions from the desk top comput er, or , where not ed, the Business Communicat ions Manager 3.0 system or administration client.

Troubleshooting during installation

Before you begin to insta ll Unifie d Messaging f or Microsof t Outlook, Grou pWise, or Lotus Notes, you require:

• the subscriber’s CallPilot mailbox number

• the fully qualified domain name of the Business Communications Manager 3.0 system

• the SMTP/VPIM prefix of the Business Communications Manager 3.0 system

Note: Befor e you in stall Uni fied Messag ing, make s ure the In tegra ted Client (Microso ft 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.

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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 Messa ging: “Either Outlook is not the def aul t mail client or there is no default mail client to fulfill the current request.” If Outlook is installed on the subscriber’s computer but they do not want Outlook to be their default mail client, they can change to another client after Unified Messaging is installed.

To define Outlook as the default mail client: 1 Click the Windows Start button, point to Settings and click Control Panel.

The Control Panel window appears.

2 Double-click the Internet Options icon.

The Internet Properties dialog box appears.

3 Click the Programs tab. 4 From the E-mail list box, select Microsoft Outlook. 5 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 is not installed, you can inst all 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.

3 Click the Windows Setup tab. 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- clic kin g the fa x icon. Sub scrib ers ar e limit ed to cr ea ting one fax image at a time using the fax driver.

Imaging for Windows for Windows XP can be purchased from www.eistream.com.

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Chapter 4 Troubleshooting 53

No authorization to perform this operation

Subscribers must have Manager or Designer access control of the mail database to install Lotus Notes Unified Messaging . T he Lotus Notes administra tor sets this c ontrol on the server for each subscribe r . 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

— the Lotus Notes admini strat or must manua lly upda te the Mail databa se fr om the ser ver fo r

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 runnin g Server,

setup.exe.

2 Start Update database design. 3 To locate the Update data base design prog ram, click Start, point to Programs, poi nt to Nortel

CallPilot Desktop and click Update database design.

4 From Update CallPilot Mail databases, select Add CallPilot components or Remove

CallPilot components.

5 Click OK. 6 From the Select database(s) dialog box, select one or a group of mail files to update. 7 Click OK.

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Troubleshooting log on problems

Invalid credentials

The subscriber sees messages such as “Invalid credentials. Please retry” or “The server could not be located. Please Retry.”

1 On the subscriber’s computer, check that Unified Messaging is configured with the proper

settings. Verify that the following information is correct:

• mailbox number

• fully qualified domain name (FQDN) or IP address of the Business Communications

Manager 3.0 system

• the SMTP/VPIM prefix of the Business Communications Manager 3.0 system

2 Check that you can log on from the telephone using the same mailbox number and password. 3 Verify that you have network connectivity to the Business Communications Manager 3.0

system.

For example, issue a networ k command to the Busi ness Communi catio ns Manager 3.0 sys tem 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.

4 Ensure that DNS is configured on this computer. Under TCP/IP properties, select the DNS tab.

Ensure that a DNS server is listed. Verify that it is the correct IP address for the DNS server.

5 Check with t he DNS administrator whether the server name is in the DNS server. Verify that

the correct hostname is configured in the DNS server.

6 The following actions can be taken to resolve this situation:

• The CallPilot FQDN must be properly configured in the DNS server.

• Refer to “Configuring environments without a DNS” on page 13 for instructions on

configuring CallPilot Unified Messaging in an environment with no DNS server.

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Chapter 4 Troubleshooting 55

No desktop capabilities

The subscriber tries to lo g on and sees this message:

If this occurs, make sure that:

• 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.

• 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.

Tell the subscriber to contact their network administrator.

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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. 2 In Outlook, on the Tools menu, click Send/Receive, Accounts, CallPilot Transport. 3 Continue t o press the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box

appears.

4 Click Reset Mailbox.

To access the Outbox Fix utility in Outlook 2002

1 In Outlook, on the Tools menu click E-mail accounts.

The E-mail Accounts wizard appears.

2 Select View or change existing e-mail accou nts, and then click Next. 3 In the e-mail account list, select CallPilot Unified Messaging. 4 While you press the Ctrl and Shift keys, click Change.

The CallPilot Outbox Fix dialog box appears.

5 Click Fix outbox.

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Chapter 4 Troubleshooting 57

Troubleshooting Lotus Notes log on problems

When Unified Messaging i s inst alled , Unifie d Messagi ng a ppears under Folde rs and Vi ews. In t he Personal Name and Address Book on Local database, two new views are created:

• Groups (CallPilot)

• People (Ca llPilot)

Note: I n Lotus Not es 5.0, th ese views are acce ssible o nly from t he View menu. In Lotus Notes 5.0 subs cribers must log on to CallPi lot befo re th ey can downl oad the address book.

Subscribers cannot see CallPilot Unified Messaging

When the subscriber logs on, they do not see Unified Messaging.

1 Verify that the subscriber is in Folders and Views. 2 If they do not see Unified Messaging and they are in Folders and Views, ask the subscriber to

uninstall the current version of CallPilot, and then reinstall it. When they reinstall, tell them to make sure that when they reach the Ready to Install window they select the Update Lotus Notes databases check box.

Note: Even if the subscriber does not select the check box, you can manually update the Mail database design.

Replace the Mail database design on ly if you have not cu st omized Lot us Notes. I f you replace the database design, any customization is removed.

You require Manager or Designer-l evel access to update t he Mai l d ata base 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:

• cpmail45.ntf for Lotus Notes 4.5

• cpmail46.ntf for Lotus Notes 4.6

• cpmail50.ntf for Lotus Notes 5.0

2 Use File > Database > Open to add the mail database icon that you are going to update. 3 Select this icon. 4 Select File > Database > Replace design. 5 In the Replace Database Design window, select the Show advanced templates check box.

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6 Make sure that:

• the Inherit future design changes check box is selected

• Hide form ulas and LotusScript is not selected

7 Select CallPilot Mail (R4.5), CallPilot Mail (R4.6), or CallPilot Ma il (R5.0). 8 Click Replace. 9 Press F9 to refresh the window and display the names.

No entries in CallPilot Personal Name and Address Book

While in the Personal Name and Address Book window, the subscriber selects People (CallPilot) and does not see any entries in the CallPilot Address Book.

Ask the subscriber to download the CallPilot Address Book manually and update the Personal Address Book template.

To manually download the CallPilot Address Book:

1 Make sure that Address Book—People (CallPilot) window is the active window. 2 On the Actions menu, select Download CallPilot Address Book.

The dynamic link library 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 pa th 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 > CallPilot Desktop Messaging > CallPilot Desktop Messaging. Select the Address Book tab.

2 Verify that the se arch base is exactl y a s it is configured on th e Ca llPilot Administration Client.

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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 On the View menu, click Refresh. 3 Make sure the CallPilot Address Book has been downloaded.

Outlook and GroupWise clients:

1 Click Download CallPilot Address Book. 2 If it responds with 0 entries found, verify that the search base is correct.

The subscriber has message access problems

The subscriber has modified the settings so that they are now correct, but the subscriber still cannot access their messages.

Chapter 4 Troubleshooting 59

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 se nds a mes sa g e, i t ar ri ves in the recipient’s Outl ook 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, message s remain in t he mail client outbox (not the CallPilo t Message S tore outbox). This problem can be caused by the migration from one server to another while maintaining the same Outlook client.

Remove the Exchange server, then re-a dd it to the subscriber’s profile.

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To fix the Outbox:

1 On the subscriber’s computer, on the Tools menu click Services.

The Services dialog box appears.

2 Select CallPilot Desktop Messaging. 3 Press the Ctrl + Shift keys, and click Properties.

The CallPilot Outbox Fix dialog box appears.

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.

2 Ensure the subs cribe r has the capa bility to send messag es t o fax, AMIS and digit al n etwo rking

subscribers. Security concerns can restrict subscribers from composing 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 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 a ppears that says, “Error. Failed to send message. ”

• Ask the subscriber to check that their mailbox is not full. If their mailbox is full, they cannot send messages until some messages are deleted.

• Ask the subscriber to check the format of the 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 is rejected.

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Chapter 4 Troubleshooting 61

• 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 <Business Communications Manager 3.0 FQDN>

2 If the response is “request timed out,” then type:

ping <Business Communications Manager 3.0 IP address>

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. 2 Ask the subscriber to make sure that their mailbox is not full. 3 Ask the subscriber to make sure that they are addressing the message correctly. See “Address

Formats” in the online Help.

4 Ask the subscrib er to ensure that th ey are attaching only TIFF-F, VBK, WAV, or TXT fil es to

your messages. Unified Messaging does not accept any other file types.

5 If the subscriber is sendi ng to a remote loc ation, ask the subsc riber to verif y th at the addr ess is

valid and still exists.

6 For fax machines, ensure that the fax number is valid and the machine is accepting faxes. 7 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 fi les.

"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 sys tem ha s Callin g Line ID , CLID infor mati on appear s in the Sen der fie ld 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.”

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The subscriber has problems with faxing

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 successfu lly. You can in stall the imag ing 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.

3 Click the Windows Setup tab. 4 Double-click the Accessories icon. 5 In the list, ensure that Imaging is selected. 6 Click the OK button.

• If the error messag e s tates that the mes sage c anno t be s ent be cause p art o f the medi a cannot be converted, or because the media is not supported at the recipient’s system, ensure you only send attach ments that are TIFF-F, WAV, VBK, or te xt files.

• 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.

• Ask the subscriber to check that their mailbox is not full. When they log on to Unified Messaging or the telephone, if they receive a message that their mailbox is full, they cannot send any messages until they delete some messages to create space in their mailbox.

The subscriber has problems with fax reception

People do not receive faxes sent by the subscriber, or the subscriber does not receive faxes sent to them.

• Verify that the subscriber has a mailbox Class of Service with fax capabili ty.

• Make sure that the peo ple the subsc r iber is sending faxes to can receive faxes. For mo re information, refer to the Unified Messaging Quick Reference Guide.

The subscriber has problems with receiving replies

Recipient s can see the su bscriber’s C allPilot 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/VP IM prefix is spe cified correc tly.

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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 s t ill in a Deleted Items Folder in the CallPilot Message Store, th e messages remain in the subscriber ’s Cal l P il ot mai lb ox. The subscriber s ti ll h as these messages when they access them from the telephone. To remove the messages from both mailboxes, the subscriber must perma nently delete them from the Deleted Items folder.

The subscriber cannot delete messages

The subscrib er cannot delete their messages. When the s ubscriber tries to delete the messages permanently, 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. Por t failed.”

Voice messages that are saved to the subscriber’s computer are no longer in their CallPilot Inbox. The subscriber cannot play these messages from the telephone. To listen to these messages, the subscriber must use computer speakers or headphones.

Voice message does not play on telephone

The subscriber plays a voice message from the telephone. The subscriber answers the telephone when it rings but the message does not play.

1 Ask the subscriber to say something like “hello,” to initiate message playback. 2 Ask the subscriber to check the CallPilot player status bar. If it states Open Pending, hang up

the telephone. Click Computer on the player, and then click telset playback. The phone rings again.

3 Tell the subscriber that if the Status bar still says Open Pending, hang up again and wait three

to five minutes and try to play the message again. If this problem persists, contact your Nortel Networks Customer Technical 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.

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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 Man ager 3.0 system with the same frequency as email messages (this applies only to Lotus Notes subscribers).

1 To adjust th e frequency, on the File menu, select Tools. 2 Click User Prefere nces. 3 Click Mail. 4 Change the Check for mail every __ minutes setting. 5 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 lines:

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 ICQ Express add-on:

1 Start Microsoft Outlook. 2 On the Tools menu select Options. 3 Click the Other tab and select Advanced Options. 4 Click the COM Add-Ins button. 5 Select ICQ Express and click the Remove button.

Unified Messaging and ICQ will now both operate as expected.

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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

6 Your message did not reach some or all of the intended recipients.

16 The message was not delivered because an undefined problem occurred.

17 There is a problem with the specified address. Please verify the address.

18 The external telephone number used in addressing the message could not be dialed.

Please verify the telephone number.

19 The mailbox or telephone number is invalid. Please confirm the address.

Chapter 4 Troubleshooting 65

22 The mailbox address was at one time valid, but mail is no longer being

23 The mailbox exists, but something at the destination mailbox caused your message

24 The recipient did not receive the message because the recipient did not instruct the

25 The mailbox exists, but is not accepting messages at this time because it may be

26 The recipient’s mailbox is full. Please try sending this message again later.

27 The message length exceeds the administrative limit for the sender's mailbox.

28 The address is a mailing list and could not be expanded.

29 The message was not delivered because a system problem occurred.

30 The system storage has been exceeded. Please try sending this message again

31 The recipient’s system is not accepting messages. Please try sending this message

32 Some features in the message are not supported. For example, you may not be able

33 Recipients are not able to receive messages with a private tag. Please try sending

The address is invalid. Please verify the destination system.

accepted. Please confirm the address.

not to be received. Please try sending the message again later.

service to play the message, (by pressing the appropriate telephone key).

temporarily disabled. Please try sending this message again later.

later.

again later.

to send a message with this media.

the message again without the private tag.

35 The system does not allow messages that are this large.

36 A problem occurred in the network. Please try sending the message again later.

37 An outgoing connection could not be made with the destination. Please try sending

the message later.

38 A problem occurred during the transmission of your message.

39 A directory server was unavailable. Please try again later or contact your

Administrator.

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40 The network was congested or the telephone line was busy. Please try sending the

41 The number of attempts to deliver the message has exceeded the system maximum.

42 An error occurred during the transmission of your message.

43 This message was addressed to too many recipients. Please reduce the number of

44 There was a problem with the content of your message. Please re-create the

45 The message contains media which cannot be delivered. The recipient may not be

46 The voice portion of the mixed media message was delivered. The recipient can only

47 The fax portion of the mixed media message was delivered. The recipient can only

48 Some media contained in your message was not converted successfully. Some of the

49 A security measure or policy prevented the delivery of the message. Please contact

50 The recipient(s) could not be reached. Please consult with your Administrator for

message later.

Please try sending the message again later.

recipients and try sending the message again.

message and send it again.

able to receive a message with this media.

receive this part of the message.

recipients did not receive the message.

your Administrator.

assistance.

51 Legislative policy restricts the delivery of messages at this time. Consult with your

Administrator on the best time to send the message.

52 The recipient(s) could not be reached. Please consult with your Administrator for

92 Invalid mailbox number/password.

94 User does not have desktop capability. Please contact your administrator.

95 95 Invalid mailbox number/password. Please contact your administrator.

97 Invalid mailbox number/password. Maximum number of invalid login attempts

98 Invalid mailbox number/password. Maximum number of invalid login attempts in this

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

107 Mailbox error.

108 Your mailbox is almost full.

110 Your password has expired. Please change your password.

assistance.

occurred. Please contact your administrator.

session occurred. Please restart your login session.

the server. Please login again to send and receive new messages.

111 The temporary password assigned to you by the administrator must be changed.

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Please change your password.

Chapter 4 Troubleshooting 67

123 The 'Login' authentication method is disabled. Please contact your administrator.

124 The ‘Challenge-Response’ authentication method is disabled. Please contact your

125 Your mailbox is full. Delete messages you no longer require.

133 Remote Notification was turned off by the person who answered the notification call.

134 Remote Notification was turned off. It has now been turned back on.

135 Remote Notification has been turned off. Please ensure that the number is correct,

136 Your password will expire in n day(s)

administrator.

It has now been turned back on.

and review your notification setup before turning notification back on.

[where n is the number of days]

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68 Chapter 4 Troubleshooting

Replacing the mail database in Lotus Notes

Replace the Lotus Notes mail database only if:

• a subscriber wants CallPilot messages to be stored in the same Inbox as their Lotus Notes email messages

• the subscriber’ s database de sign has not bee n customized, and the subscrib er does not int end to customize the database design in the future

• you are familiar with modifying the Lotus Notes da tabase design

Caution: Risk of data loss

Replacing the database design removes any customization in the current database design. If the mail database is customized, update the database instead of replacing it.

You can replace the mail database from the subscriber’s workstation or from the Notes server.

To replace the database design from the user’s computer

1 Log on to Lotus Notes on the subscriber’s workstation.

Make a note of the version of Lotus Notes. Choose Help > About Notes Desktop.

2 3 Select the mail database icon.

Choose File > Database > Replac e Design.

The Replace Database

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 (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:

• Inherit future design changes is selected

• Hide formulas and L otusScript 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)

Design dialog box appears.

1 Install Unified Messaging on the Lotus Notes server computer. 2 Start Lotus Notes. 3 Choose File > Database > Open.

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Chapter 4 Troubleshooting 69

4 Select the mail database icon.

Choose File > Database > Replace design.

The Replace Database

Design dialog box appears.

6 Select the Show advanced templates check box. 7 Select CallP ilot Mail (R4.5), CallPilot Ma il (R4.6), or Ca llPilot Mail (R 5.0), as required. 8 Make sure that:

• Inherit future design changes is selected

• Hide formulas and L otusScript 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.

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70 Chapter 4 Troubleshooting

Accessing Unified Messaging online Help

Unified Messaging for Microsoft Outlook, Novell GroupWise, and Lotus Notes provides standard Help.

Note: To access Internet Mail client Help, on the Messaging Administration menu click Internet Mail Client Administration.

Internet Mail client Help cont ains Help for th e Call Pilot i nterface . Use the manufac turer’s online Help for questions about your Internet Mail client.

To access online Help

From Microsoft Outlook:

• From your Inbox, on the Help menu, select CallPilot Desktop Messaging Help.

From Novell GroupWise:

• 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.

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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. 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. 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 by one. All message caching is lost.

Note: The messages are not deleted from CallPilot. The messages are removed 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.

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CPTrace

You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on. You save this information to a log file that you can analyze to determine the cause of the problem.

Problems you can look for include:

• trouble connecting to the Business Communications Manager 3.0 system

• CallPilot player problems

• address book problems

• problems with message compose, rep ly, for war d, delete and notification

To use CPTrace, you must understand Unified Messaging functionality and the corresponding components on the IMAP server.

Note: Running CPTrace affects h ow CallPilot w orks. It is po ssible that y ou will not be able to reproduce problems while CPTrace is running.

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-click the CPTrace.exe in the corresponding desktop client directory.

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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.

CP Trace settings

IMAP/SMTP

Desktop client

Audio Player

File

Window Writes logs to the display window. Erase Deletes the log file from the directory you defined for it. A message

Clear Clears the display window Save A Save As dialog box appears that you can use to save the trace to a

Logs all IMAP/SMTP traffic

Logs internal Outlook, Lotus Notes and GroupWise traffic

Logs Audio player traffic

Writes logs to a file. Check this box and type a file name and extension to maintain the log. You can include a directory path such as c:\my player. When you close CPTrace with the File check box selected, the Desktop client continues to write information to the file selected. This slows down the Desktop operation slightly.

The log file never gets larger than 1Mbyte. When the file size reaches 1Mbyte, 10 percent of the file is purged, starting with the oldest data.

If you select the File check box and close CPTrace, you receive a warning that File tracing is still enabled and asking if you want to turn off tracing. Click Yes to leave file tracing enabled.

appears that asks you to confirm the deletion.

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.

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74 Chapter 4 Troubleshooting

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Index

Access, to Business Communications Manager 3.0 14 Accessing Help 70

Business Communications Manager 3.0, voice format

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)

special settings for Outlook Express or Outlook

(Internet Mail mode) 40

CPTrace 72

Domain Name System (DNS) 61

configuring environments without a DNS 13

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

configuring IMAP account 47 configuring LDAP direc tory service 49 testing IMAP account 49

Format, voice 9 Fully Qualified Domain Name (FQDN) 54

G711 9 G723.1 9 Groupware, definition 8 GroupWise 8

CallPilot Message Store 30 configuring 30

Help, accessing 70 Host name, IP address only 13

ICQ 64 Imaging fo r 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 fo r Windows 52

Unified Messaging, estimated installation time 15 Installing Unified Messaging 18 Integrated clients 8

definition 8

Lotus Note s 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

configuring special settings for Outlook Express or

Outlook (I nternet 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

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 O utlook 2002

configuring text formatting options 29

specifying e-mail settings 28 Microsoft O utlook Expr ess

configuring access to CallPilot Address Book 29 My LDAP server requires me to log on 39

Netscape Messenger 8

configuring 41 configuring IMAP account 41 configuring LDAP direc tory service 43 Return Receipts 42 testing IMAP account 43

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

Related information 9 Reset CallPilot Message store 71

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 Micros oft Outlook 71 Supported integrated clients 8 Supported Internet mail clients 8

Timeout 39

search timeout 49

Troubleshooting

after logging on 59 after successful logon

Outlook 59

Outlook and GroupWise 59

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during installation 51 logon failures 54 obtaining the version number 51 Unified Messaging support tools 71 update CallPilot user Mail database for administrator

Unified Messaging

about 7 data network security 11 hardware requirements 7 online Help 70 optional hardware requirements 7 related do cuments 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

Index 77

Voice format 9 VPIM 12

Networking 12

Windows Messaging 4.0 15, 30

CallPilot Unified Messaging Installation and Maintenance Guide

Avaya CallPilot Unified Messaging Installation and Maintenance Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

CallPilot

Contents

About CallPilot Unified Messaging

Hardware requirements

Software requirements

Windows operating systems

Supported Integrated clients

Supported Internet mail clients

Format for voice messages

Related documents

How to get help

Before you install Unified Messaging

Configuring IMAP/LDAP/SMTP servers for Unified Messaging

Configuring environments without a DNS

Configuring Unified Messaging with IP address only

Installation information

Fax requirements

Uninstalling an earlier version of Unified Messaging

If you are Installing Unified Messaging for Outlook and GroupWise

Installing Unified Messaging

Setting the default email client

Configuring mail delivery folders for Outlook

Configuring Outlook 2002

Using Outlook 2002 as an Internet mail client

Configuring Novell GroupWise

Removing the CallPilot Message Store

Configuring GroupWise for Unified Messaging

Configuring Lotus Notes

Updating the Mail database

Updating the database automatically

Updating the database manually

Setting up the CallPilot Address Book on the Lotus Notes server

Setting up the CallPilot Address Book Automatic update

Removing password prompts

Configuring Internet Mail clients

Configuring Outlook Express or Outlook in Internet Mail mode

Configuring an IMAP account on Outlook or Outlook Express

Configuring an LDAP directory service for Outlook Express or Outlook

Configuring special settings for Outlook Express or Outlook in Internet Mail mode

Testing the Outlook Express or Outlook in Internet Mail mode IMAP account

Configuring Netscape Messenger

Configuring an IMAP account on Netscape Messenger

Configuring an LDAP directory service for Netscape Messenger

Testing the Netscape Messenger IMAP account

Configuring Netscape Messenger to store messages locally

Configuring Netscape Messenger deletions

Configuring Eudora Pro

Configuring an IMAP account on Eudora Pro

Configuring an LDAP directory service for Eudora Pro

Testing the Eudora Pro IMAP account

Troubleshooting during installation

Troubleshooting log on problems

Troubleshooting Outlook 2002 problems

Accessing CallPilot support tools in Outlook 2002

Troubleshooting Lotus Notes log on problems

Troubleshooting after logging on

Internet Mail client error messages

Replacing the mail database in Lotus Notes

Accessing Unified Messaging online Help

To access online Help

Using Unified Messaging Support Tools

Resetting the CallPilot message store for Microsoft Outlook

CPTrace

Using CPTrace

Index