Avaya CallPilot Unified Messaging BCM User Manual

BCM Rls 6.0

CallPilot Unified Messaging

Task Based Guide

CallPilot Unified Messaging

Notices

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Downloading documents

For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support

be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.

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Table of Contents

CallPilot Unified Messaging ............................................. 6

Overview .......................................................................................... 6

Required Information ....................................................................... 6

Hardware Requirements .................................................................. 7

Optional Hardware ............................................................................................. 7

Unified Messaging Clients ............................................................... 7

Software Requirements ................................................................... 8

Supported Integrated Clients ............................................................................. 8

Supported Internet Mail Clients ......................................................................... 8

Supported Thin Clients ...................................................................................... 8

Supported Operating Systems ........................................................................... 8

Supported Browsers .......................................................................................... 8

Before Installing Unified Messaging ............................................... 10

Installing Unified Messaging .......................................................... 10

Setting the Default Email Client ..................................................... 18

Logging into CallPilot Unified Messaging ....................................... 20

CallPilot MWI Configuration ............................................................................. 21

Accessing the CallPilot Desktop Messaging Properties .................................. 23

CallPilot Desktop Messaging Interface .......................................... 30

Composing Messages ................................................................... 30

To Record and Send a Voice Message ........................................................... 30

To Play a Voice Message ................................................................................ 36

Adding Attachments to Messages ................................................................... 38

To Create and Send a Fax Message ............................................................... 39

Fax Annotation ................................................................................................. 45

Viewing a Fax Message ................................................................................... 46

Changing Your Default Audio Device and Telephone Number ...... 47

Downloading the Address Book ..................................................... 49

Changing your CallPilot Password ................................................. 50

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Troubleshooting Tips ..................................................... 52

Voice Format for Business Communications Manager .................. 52

Troubleshooting Log on Problems - Invalid credentials ................. 52

Troubleshooting after Logging on .................................................. 53

The Subscriber Cannot Send a CallPilot Message ......................................... 53

Non-delivery Notification .................................................................................. 53

"Unknown" Appears in the Sender Field.......................................................... 54

The Subscriber has Problems with Fax Reception .......................................... 54

Messages no Longer on Server ....................................................................... 54

Windows Vista Mail Purge Messages Fail Due to Microsoft Limitations ......... 55

Avaya Documentation Links .......................................... 56

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Overview

CallPilot Unified Messaging is a multimedia messaging application that works with e-mail clients to provide a single interface for your email messages, CallPilot voice and fax and text messages.

Required Information

 The IP address of the BCM system, if DNS is not being used. or

 The fully qualified domain name (FQDN), if DNS is being used.  If Message Networking (VPIM / AMIS) is configured, the SMTP/VPIM

prefix is required.

 The subscriber‟s mailbox number.

Before you install CallPilot Unified Messaging on a subscriber‟s computer:

 Make sure the subscriber‟s computer has the correct hardware and

software requirements. Refer to Hardware Requirements and Software Requirements sections of this guide.

 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,

ensure that they have the ability to view Fax attachments.

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Hardware Requirements

The following list contains both the minimum and recommended hardware that Unified Messaging software needs for operation:

 IBM PC or compatible: minimum Pentium/586 or faster system with 16

megabytes (MB) of RAM minimum; 32 MB recommended.

 Monitor:16-color VGA 640 x 480 capability minimum; 256-color SVGA

800 x 600 capability recommended.

 Disk drive space: To install Unified Messaging, subscribers need 110

MB of disk space. After the 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.

 CD-ROM drive.  Windows-compatible mouse and keyboard.  LAN connection to Business Communications Manager. Subscribers

can access their CallPilot messages over the LAN through ISDN, ADSL, dial-up modem or Ethernet.

Optional Hardware

 A sound card and a set of speakers (or headphones) for playing

messages on a computer.

 A microphone for recording messages on a computer.

Unified Messaging Clients

The maximum number of Unified Messaging clients supported on the BCM450 is 300. The maximum number of clients supported on a BCM50 is

50.

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Software Requirements

Supported Integrated Clients

Unified Messaging supports the following integrated e-mail clients:

 Microsoft Outlook 2002 (XP), 2003, 2007  Lotus Notes - 6.0, 6.5, 7.0, 8.0.0, 8.0.1, 8.0.2, 8.5  GroupWise - 6.5, 7.0, 7.0.1 (except on Windows Vista) , 8.0

Supported Internet Mail Clients

Unified Messaging also supports the following internet Mail Clients:

 Microsoft Outlook Express - 6.x.  Windows Vista Mail.  Microsoft Outlook 2002 (XP), 2003, 2007, all in Internet Mail Mode.

Note: CallPilot Desktop Messaging does not support Outlook and GroupWise on the same PC.

Supported Thin Clients

 Citrix Metaframe XP on Windows 2003 Server (all editions).  Citrix Metaframe Presentation Server 3.0 on Windows 2003 Server (all

editions).

 Citrix Metaframe Presentation Server 4.0 on Windows 2003 Server (all

editions).

Supported Operating Systems

 Windows XP Professional SP3.  Windows Vista Business, Ultimate, Enterprise SP2 32/64 bit.  Windows 7 32/64 bit.

Supported Browsers

 Internet Explorer 6.0, 7.0, 8.0.

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Obtain the required information: Refer to the Required Information section of this guide

Check the email client to be used is working

correctly.

Download CallPilot Unified Messaging from the BCM Web page: Refer to the Installing Unified Messaging section of this guide.

Create a Voice Message addressed to the DN that has been configured in Unified Messaging: Refer to the To Play a Voice Message section in this guide

Check that the message appears in the CallPilot Message

Store‟s Inbox, or

regular Inbox

Flowchart

The following Flowchart depicts the correct steps to install, configure and test the CallPilot Unified Messaging application.

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Note: You can also use the Web Page button in Element Manager to launch a web broswer session. The BCM you wish to access must be selected in the Element Navigation Panel to do this.

Before Installing Unified Messaging

 In Element Manager, enable the Unified Messaging software

authorisation code and optionally the Fax keycode. For information on enabling on enabling software authorisation codes, refer to the CallPilot Manager Set Up and Operation Guide.

 In CallPilot Manager, ensure that the number of Maximum Out calling

Channels is enough to accommodate the expected CallPilot telephone player usage. This value governs the number of simultaneous channels used for out calling. For information on setting the out calling channels, refer to the CallPilot Manager Set Up and Operation Guide.

Note: The following installation procedure details the steps required to install Desktop Messaging onto a Windows XP machine using Microsoft Outlook as the default e-mail client.

Installing Unified Messaging

1. Open Internet Explorer.In the address field type (replacing the relevant part with your BCM IP address): http://<bcm ip address>/

2. Click on Go, or press Return on your keyboard.

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3. If you are presented with the Certificate Error window, click on Continue to this website (not recommended).

4. Accept any further security messages that you may get presented with.

5. You will now see the login screen, enter your BCM User name and Password. By default these are set to User ID: nnadmin Password: PlsChgMe! Click on OK.

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6. In the Welcome to BCM window, ensure the Main tab has been selected, and the BCM button clicked.

7. In the Applications area, select User Applications,and click on Run.

8. Again, accept any security messages that appear, and if prompted enter any login details.

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9. You will be presented with the User Applications screen. Click CallPilot Unified Messaging.

10. Then click the CallPilot Unified Messaging link for the installation language type that is required.

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11. The File Download dialogue box appears.

12. Click Run.

13. Unified Messaging downloads to the subscriber‟s computer. The following screen will appear as the application downloads.

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14. Click Run again.

15. The files will be extracted.

CallPilot Unified Messaging

16. Click Next on the InstallShield Wizard screen.

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Note: If CallPilot Networking is not enabled on the Business Communications Manager system, leave the VPIM Network Prefix box blank. Otherwise use the value defined in the Local Prefix field in the Digital Networking Properties page in CallPilot Manager.

17. The Server Information & Language selection screen appears. Enter the location of your BCM, either as it‟s IP address or Fully Qualified Domain Name, and select the desired language. Click Next when the details have been entered.

18. Select the Setup type and click the Next button.

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19. The application is now ready to install. Click the Install button to proceed.

20. During installation, the application will automatically detect any of the

Supported Integrated Email clients to configure.

Note: CallPilot will automatically configure any of the supported default

email clients during installation. If the email client is not installed or configured the following message may appear.

The application will still install but will require the setup/ configuration of the email client to complete the process.

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