Mitel OnePoint Messenger Admin Guide
Admini s t r at o r Guide
NOTICE
The information contained in this document is believed to be accurate in
all respect s but is not warranted by Mitel Corporation (MITEL). The information is subj ect to change without not ice and sh oul d not be cons trued i n
any way as a commit ment by MITEL o r any of its af f iliate s or subsi diari es .
MITEL and its affiliates and subsidiaries assume no responsibility for any
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or in part for any use whatsoever, without written permission from Mitel
Corporation.
Host Command Interface, HCI, MITEL, MiTAI, Nupoint Messenger,
Nupoint Voice, Nupoint Fax, Nupoint Agent, OnePoint Messenger, SUPERSET, SX-200 and SX-2000 are trademarks of Mitel Corporation.
Windows 95 and Windows NT are trademarks of Microsoft Corpor ation.
INTEL, 486, 80486 and Pentium are tr ademarks of Intel Corporat ion.
All other product names speci fied in this doc ument are trad emarks of their
corresponding owners.
OnePoint Messenger Administrator Guide
9164-120-111-NA, Issue 2
OnePoint Messenger Releas e 2.0
December 11, 2000
,
, Trademark of MITEL Corporation.
Copyright 2000, MITEL Corporation.
All right s re s e rv e d.
Printed in Canada.
Mitel OnePoint Messenger™ 2.0 Administrator Guide
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Table of Contents
About This Guide..........................................................................17
Required Skills .........................................................................................17
How to Use This Guide............................................................................ 17
Book Organizati on................. .................. .......... ................... ................... ......... 18
Chapter Or
Usin
Electronic and Printed Versions...........................................................19
Installation......................................................................................................... 19
Client Operation................................................................................................ 20
Conventions Used in This Guide............................................................20
Keys, Commands, and Buttons.......................................................................20
es and Tables............................................................................................ 21
Ima
T
pe in Commands and Screen Output .......................................................... 22
Lists.................................................................................................................... 22
Notes and Cautions .......................................................................................... 22
Other Text St
Task........................ .......... ......... .......... ...............................................................................22
anization........................................................................................ 19
les............................................................................................... 22
Contactin
Mitel Technical Publications........................................................ 23
1. OnePoint Messenger Overview.................................................25
What’s New in OnePoint Messenger 2.0 ................................................25
What Is OnePoint Messenger and Unified Messaging? ......... ..............27
Telephony Server.............................................................................................. 28
Microsoft Exchan
Dia
nostic and Performance Tools ................................................................. 29
Standards........................................................................................................... 29
OnePoint Messenger User Feature Highlights......................................30
Voice, Fax, or E-mail Messaging over the Telephone................................... 30
Multiple Desktop Clients .................................................................................. 30
Call-Me/Meet-Me................................................................................................ 31
True Compound Messa
OnePoint Messenger Administrator Guide
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OnePoint Messenger Message Features ............................................................................ 32
Messag e Ty p e I n di ca t or s............. ... .. .......... .. ... ......... ... .. .......... .. ... .......... .. .. .......... ... .. ........ 32
Unified Messaging Software and Hardware Components ...................33
Messaging Interfaces ........................................................................................35
Telephony/Mail Processing and Administration...................................... ....... 37
Network Components........................................................................................40
Diagnostic, Maintenance, and Performance Tools.........................................41
Task List....................................................................................................45
List of Task Tables.............................................................................................46
2. Administering Unified Messaging on Microsoft Exchange ... 53
Administering Unified Messaging on Exchange............... ....................54
Managing Feature Licenses..............................................................................54
Reassigning Licenses .......................................................................................55
Using Virus Checking Software........................................................................56
Managing Users on Multiple Exchange Servers.............................................57
Setting Up Remote Exchange Administration.................................................58
Revising the Telephony Server/Exchange Integration...................................59
Designating a New Primary Exchange Server .................................................................. 61
Installi ng a New Tele phony S erver..................... .......................... ....................................61
Accounts Created by OnePoint Messenger at Installation............................62
Using Microsoft Exchange Server Administrator............. ....................62
Managing OnePoint Messenger Users...................................................63
OnePoint Messenger User Licenses................................................................64
Custo m R eci pient ... .. ......... .. ......... ... ......... .. ......... .. ......... .. ... ......... .. ......... .. ......... 6 4
Adding OnePoint Messenger Users.................................................................65
Providin g the At t e nd a nt Mailbox......... ......... ............................. .......................71
Providing Messaging to Users with Limited PC Access................................72
Procedure 1........................................................................................................................ 73
Procedure 2........................................................................................................................ 74
Supporting Users without Dedicated Extensions...........................................75
Creating Mailboxes for Users Who Share a Telephone....................................................76
Changing User Profile Settings........................................................................76
Deleting Users....................................................................................................78
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Supporting Voice Profile for Internet Mail (VPIM).................................80
Supporting the Reception of VPIM Messages................................................ 80
Supporting the Sending of VPIM Messages................................................... 82
Creating VPIM Custom Recipients ...................................................................................82
Creating Distribution Lists ...................................................................... 85
Operation of OnePoint Messenger on Exchange..................................86
Providing Users with Their Profile Information.....................................87
3. Configuring Telephony Server..................................................89
Introduction to Telephony Server Processes........................................90
Introduction to Telephony Server Management.................................... 90
What Happened to Telephony Server Administrator?................................... 91
MMC and TS Admin, the Unified Messaging Snap-in, Overview.........91
Accessing TS Admin Nodes and Pages ......................................................... 92
Using TS Admin, the Unified Messaging Snap-in to MMC............................ 93
A Tour of the Unified Messaging Nodes............................. .. ..... .. ..... ..... ..... ....94
Telephony Server Installation and Configuration Tasks......................97
Completing the PBX Integration...................................................................... 98
Configuring Core Elements of the Telephony Interface................................ 98
Choosi n g Pr o m p t La n gu a g es .... ... .. .......... .. ... .......... .. .. .......... ... .. .......... .. ... ......... ... .. .......... . 9 9
Telephony Server Administration...........................................................99
Configuring Telephone User Interface Access................................................................101
Alphabetical List of Configuration Elements in MMC.................................. 102
Editing Individual Unified Messaging Property Pages.......................1 08
Audio Formats, Codecs, and Transcoders................................................... 109
Attendant Configuration................................................................................. 110
Automated Attendant...................................................................................... 111
Automated Attendant Screen Elements ...........................................................................112
Business Hours and Holidays ....................................................................... 113
Holidays: Setting Up Exceptions to the Standard Work Week .......................................113
Class of Servic e.... ...................................... ............................ ........................ 114
Dial by Name.................................................................................................... 117
Dial Plan...........................................................................................................119
Supporting Dial by Name ................................................................................................121
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Fax Cover Pages..............................................................................................121
Fax Documents............. ............................. ............................ ..........................122
Fax Delivery Settings.......................................................................................123
Fax on Demand ................................................................................................124
Greetings and Prompts...................................................................................125
Recording Greetings and Prompts................................................................................... 125
Line Card Information......................................................................................128
Mailbox Default s....... ..................................... ............................. .....................129
Mailbox Default s Page Fields ....... .................................................. ....................... .........129
Message Center .................................................. .. .......... ....... ....... ....... ..... ....... 130
Enabling Message Waiting Indicator s............................................................132
Pager Settings..................................................................................................132
PBX Datalink Configuration (SMDI)................................................................133
Post Office Information ...................................................................................133
Post Office Information Fields........................................................................................ 134
Security.............................................................................................................134
Single Digit Cal l Rou t ing........................ ............................. ............................136
Editing and Deleting an SDR Menu................................................................................ 140
SNT Device Mapping .......................................................................................141
System Infor ma tion ......... ............................ ............................ ........................141
System Limits.... .......... ............................ ...................................... ...................142
VPIM .................................... ............................ ............................. .....................144
Mapping Telephony Server Administrator to TS Admin ....................144
4. Providing Fax Features of OnePoint Messenger.................. 147
Preparing Fax Resources......................................................................1 47
Configuring Fax Services......................................................................149
Fax Cover Page................................................................................................149
Creating Fax Cover Pages............................................................................................... 149
Creating a Logo File........................................................................................................152
Modifying and Creating Fax Cover Page Templates ...................................................... 153
Editing the Fax Cover Page on Client Systems............................................................... 155
Setting Fax Numbers for Users ......................................................................157
Managing Fax on Demand ..............................................................................158
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Setting Fax on Demand Delivery Retry Parameters........................................................159
Fax Performance Monitoring............. ....................................................159
Fax Board Performance.................................................................................. 160
Client Fax Features................................................................................160
Sending and Receiving Faxes via the TUI.................................................... 1 60
Sending a Fax to a OnePoint Messenger User’s Mailbox ........................... 161
Retrieving a Fax from a User’s Mailbox........................................................ 162
Other Telephony Server Fax-Handling Features.......................................... 163
5. Operation and Maintenance....................................................165
Operating the Telephony Server...........................................................166
Managing Startup and Shutdown through TSMon ...................................... 167
Using Telephony Server Monitor (TSMon)................................................... 168
Using TSMon to Monitor Operation............................................................... 170
Changing the TaskMonitor Refresh Interval ...................................................................171
Controlling Telephony Server Stops and Starts.......................................... 172
Cancelling the Current Start or Stop Operation...............................................................173
Auxiliary
Logs................................................................................................... 173
Performing Remote Management.........................................................1 74
Monitoring Port Activity in Show N Tel Manager ................................174
Diagnostics................ .............................................................................175
System Validation Tools................................................................................. 175
Problem Determination and Reporting Tools............................................... 176
Windows NT Event Log and Viewer ..............................................................................177
OnePoint Messenger Trace Manager...............................................................................177
SNT Trace......... ... ......... ... .. .......... .. ... ......... ... .. .......... .. ... .......... .. .. .......... ... .. .......... .. ... ......177
Show N Tel Error Log .....................................................................................................177
Hardware Diagno s t ic s...................... ............................. ............................ ..... 178
System Maintenance..............................................................................178
NT Platform Maintenance ............................................................................... 178
Replacing the Telephony Server........... ....................... ...................... ...................... ........179
OnePoint Messenger Software Maintenance ............................................... 179
System Utili t ie s.............. ............................. ............................ ........................ 180
Problem Recovery............................................................................................................180
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Performance and Capacity Planning....................................................181
OnePoint Messenger Statistics Reports........................................................181
Call Sta ti st ic s.. .......... .. ... ......... ... .. .......... .. ... .......... .. .. .......... ... .. .......... .. ... ......... ... .. ........... 181
RAS Operational Characteristics..........................................................181
Hardware and Software Requirements..........................................................181
System Resource Usage.................................................................................182
Connectivity .....................................................................................................182
Configuration ...................................................................................................182
6. System Validation....................................................................183
Validation Overview...............................................................................183
Software Validation................................................................................184
Validating Network Connectivity..........................................................186
Telephony Server Monitor...............................................................................187
Using Version Reader for System Validation......................................187
Using cvNotify to Test MWI and Notification Server ..........................188
7. Using Trace Facilities.............................................................. 191
Problem Resolution Overview ..............................................................191
OnePoint Messenger Trace Manager Overview..................................192
Using OnePoint Messenger Trace Manager........................................195
SNT Trace Manager................................................................................197
Controlling SNT Trace Log File Sizes................................................198
Using Tr ac eb a k .cf g ............ .. .. .......... ... .. .......... .. ... ......... ... .. .......... .. ... ......... ... .. .......... .. ... . 199
Show N Tel Server ...........................................................................................199
8. Performance Monitoring ........................................................ 201
Performance Monitoring Overview............... ........................................201
Statistic s Collection......... ......... ............................ ...................................... .....202
Using the System Alert Report .............................................................203
Using the Statistics Reporting Program..............................................203
Setting the Logging and Purge Interval.........................................................205
Selecting and Configuring a Report...............................................................206
Resetting Defaults ...........................................................................................208
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Error Checking ................................................................................................ 208
Using the Statistics Reporting Program Reports Toolbar.......................... 208
Samples of Reports ........................................................................................ 2 09
Call Statistics..........................................................................................212
Using Windows NT Performance Monitor............................................212
9. System Maintenance ................................................................215
Service Terminology..............................................................................215
Upgrading and Repairing OnePoint Messenger..................................217
Base Release Installation............................................................................... 217
Hot Fixes and Service Packs ......................................................................... 217
Upgrading Feature Licenses.......................................................................... 218
Revising the Network Configuration............................................................. 218
Renaming the Telephony Server......................................................................................218
Reinstalling or Removing OnePoint Messenger .................................218
SmartUpdate Automated Configuration Backup and Restore.................... 219
What You Can Do with System Service Tool (SST) ............................2 19
Upgrading OnePoint Messenger Feature Licenses ................ ............220
Reviewing License Status.............................................................................. 221
Estimating Your License Needs .................................................................... 223
Using License Install...................................................................................... 224
Managing OnePoint Messenger Backups............................................2 25
Using Windows NT Backup........................................ ..... ..... .. ..... .. ..... .. ..... .....225
Backing Up OnePoint Messenger Files ........................................................ 226
Backing Up Microsoft Exchange.....................................................................................227
Backing Up Telephony Server............. ...................... ................................ ......................227
Appendix A. Directory Services..................................................229
DAS Data Access ...................................................................................229
DAS Queries ...........................................................................................230
DAS Functional Details..........................................................................230
DAS Directory Synchronization............................................................231
Starting Directory Synchronization Manually .............................................. 232
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Troubleshooting DAS............................................................................2 34
Appendix B. Technical Resources.............................................. 235
OnePoint Messenger Documentation Resources...............................235
Third-Party Information .........................................................................237
Brooktrout Tec hn ol og y.............. ............................. ............................ ............238
Calista.................................................. ............................ ............................ .....239
Microsof t.......... ...................................... ............................ ............................. ..239
Natural Microsystems (NMS) ..........................................................................242
Appendix C. Event Messages......................................................243
Using the NT Event Viewer....................................................................243
Event Viewer Fields (Columns) ......................................................................244
Dealing with Large Amounts of Event Log Information................................................247
Using OnePoint Messenger Event Codes ............................................247
Introduction to the Event Code Tables..........................................................248
Post Office (PONG) Event and Trace Message Table Examples................................... 249
Appendix D. Fax, Greetings, SDR, and Automated Attendant257
Organizing Fax Documents...................................................................258
Designing Greetings and Prompts.......................................................259
Using a Telephone to Record a System Greeting.........................................260
Using a Greetings Worksheet.........................................................................262
Greetings and Prompts Worksheet Fields...................................................... 263
Designing Single Digit Routing Menus................................................265
Using the Single Digit Routing Design Wizard..............................................265
Unrestricted Transfer ......................................................................................271
Single Digit Routing Design Worksheet........................................................272
Single Digit Routing Table Fields ...................................................................274
Termination Action Section of the SDR Worksheet....................................................... 274
Digit Routing Table Section of the Worksheet............................................................... 275
Configuring the Automated Attendant Service...................................279
Business Hours and Non-Business Hours SDR Menus................... ..... .. ..... 279
Setting Up the Automated Attendant for Holidays .......................................280
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Configuring the Fax on Demand Service.............................................283
Appendix E. Text-to-Speech (TTS).............................................285
Enabling TTS ..........................................................................................285
TTS Dictionary Editor Startup Shortcut...............................................286
Customizing TTS Pronunciations......................................................... 2 87
Phonemes and Phonetic Spelling .........................................................291
Testing Phonemes in Pronunciation Manager............................................. 2 91
Stressing Syllables ......................................................................................... 292
Word List Dialog............... ......................................................................292
Operational Characteristics ..................................................................293
Appendix F. Tel ephony Server ............ ................... ................... .297
Introduction to Telephony Server Processes......................................2 97
Call Routing..................................................................................................... 298
Call Answering................................................................................................ 299
Automated Attendant...................................................................................... 299
Type Ahead......................................................................................................300
Accessing Mailboxes and Playing Messages......................................301
Passcode ......................................................................................................... 301
Incorrect Key Entries .......................................................................................................302
Recorded Name................... ............................. ............................ ................... 302
Mailbox Enume r ation......................................... ............................ ................. 302
Menu Options........................... ............................ ...................................... ..... 303
Message Types............................................................ ................... ................. 303
Message Playback .......................................................................................... 303
Messag e H ea d er ....... .......... ... .. .......... .. ... ......... ... .. .......... .. ... ......... ... .. .......... .. ... .......... .. .. ..30 4
Voice and Text Components............................................................................................304
Embedded Messages........................................................................................................305
Messag e D i sp osition ............... .. ... .......... .. .. .......... ... .. .......... .. ... ......... ... .. .......... .. ... ......... ..305
Creating Messages.................................................................................3 06
Intentional Messaging .................................................................................... 307
Recipient List Management............................................................................307
Adding Recipients............................................................................................................308
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Adding Fax Components ................................................................................308
Addressing Options......................... ..... .. ..... .. ..... .. ..... ..... .. ..... ..... ..... .... ..... .. .....309
TUI User Options............... .....................................................................309
Fax and Pager Options....................................................................................310
Mailbox Gree ting......... ............................ ............................. ............................310
Inbox Options................... ............................ ............................ ........................311
New Message Notification.............................................................................................. 311
Validating the TUI Configuration ..........................................................312
Validat in g Micr osoft Management Console Se t t in gs .............................. .....313
Testing the Business Hours Settings ............................................................................... 313
Testing the Automated Attendant ................................................................................... 313
Testing the Dial By Name Settings................................................................................. 314
Testing the Default Mailbox Configuration............... .............. ....................................... 314
Testing the Security Settings........................................................................................... 314
Verifying System Information ........................................................................................ 315
Troubleshooting – Where to Go Next.............................................................315
Assessing System Failure ..............................................................................315
PONG Overview......................................................................................316
Troubleshooting PONG Client Installation..........................................316
Troubleshooting PONG Server Installation.........................................317
Troubleshooting Telephony Server Comm unicati on with Exchang e .........3 19
Verifying PONG in the Windows Registry .....................................................321
Creating an Exchange Profile ...............................................................322
Error Logging............. ............................................................................326
Tracing....................................................................................................326
Appendix G. Show N Tel............................................................. 329
Operation of Show N Tel on Telephony Server...................................3 29
SNT Operate and Monitor and TSMon...........................................................330
Glossary....................................................................................... 331
Index ............................................................................................ 367
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List of Figures
Figure 1 OnePoint Messenger Program Group .....................................................21
Figure 1-1 Network Diagram ........................................... ........................... ............28
Figure 1-2 OnePoint Messenger Unified Messa ging Environment....................... . 34
Figure 1-3 Diagnostic and Performance Tools ........................................................42
Figure 2-1 Network Associates Groupshield Properties ..........................................56
Figure 2-2 Network Associates Groupshield, Exclusion List ..................................57
Figure 2-3 Exchange Administrator, Site Properties, Permissions Tab ...................58
Figure 2-4 Unified Messaging Tab ..........................................................................66
Figure 2-5 Select Telephony Server ......................... ........................................ ........67
Figure 2-6 Fax & Pager Tab .....................................................................................69
Figure 2-7 Exchange Administrator, Advanced Tab ...............................................74
Figure 2-8 Exchange Administrator, E-mail Addresses Tab ...................................75
Figure 2-9 Other Address Properties Dialog ............................................................84
Figure 2-10 Exchange, E-mail Addresses Tab ............................. ........................... ...85
Figure 3-1 Unified Messaging Tree in MMC ............ ........................... ...................92
Figure 3-2 COS Dialog in MMC ............ ........................... ........................... ..........116
Figure 3-3 TS Admin Tree, Dial-by-Name Configuration .................................... 117
Figure 3-4 Dial by Name .......................................................................................118
Figure 3-5 Dial Plan ...............................................................................................120
Figure 4-1 Fax Cove r Page W izard , Ge neral T ab ................ ..... .... ..... .. ....... .. ..... ....1 50
Figure 4-2 Fax Cove r Page W izard , Co nte n ts Tab .......... .. ..... .... .. ....... .. ..... .... ..... ..15 1
Figure 4-3 Fax Cover Page Template, Edit Dialog ................... ........................... .154
Figure 4-4 Fax_Dlg.ini Sample .............................................................................. 156
Figure 5-1 Telephony Server Monitor Main Screen ..............................................169
Figure 5-2 Telephony Server Monitor Main Screen, File Menu ............................170
Figure 5-3 TaskMonitor Refresh Rate Dial og ... ........................... ..........................172
Figure 5-4 Show N Tel, Operate and Monitor Window .......................................175
Figure 6-1 OnePoint Messenger Directory ............................................................185
Figure 6-2 Version Reader .....................................................................................188
Figure 6-3 cvNotify Main Screen, MWI Tab .......................................... ...............189
Figure 6-4 cvNotify Main Screen, Paging Tab ................. ........................... ..........190
Figure 7-1 OnePoint Messenger Trace Manager Dialog .......................................195
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Figure 7-2 Event Viewer Applicatio n Log. ...................................... ......................196
Figure 7-3 SNT Trace Manager Setup Dialog ........................................ ...............197
Figure 7-4 Show N Tel Server Trace Output ........ .................................................200
Figure 8-1 Statistics Repor ting Program Main Window .................................... ....204
Figure 8-2 Statistics Logging Options .................................................................... 205
Figure 8-3 Statistics Reporting Tool, Calendar ......................................................207
Figure 8-4 Reports Toolbar ................................................................................... 209
Figure 8-5 Statistics Report Program, Call-Me/Meet-Me Report .........................209
Figure 8-6 Statistics Report Program, Port Statistics Report................................ 210
Figure 8-7 Statistics Repor t Program, Resource Utilization Report...................... 210
Figure 8-8 Statistics Report Program System Activity Summary .........................211
Figure 8-9 Statistics Report Program, VPIM Messaging .......................................212
Figure 8-10 Add to Report Window .......................... ...............................................213
Figure 8-11 Sample Performance Monitor Repor t Format for Port Statistics .........214
Figure 9-1 Select License File Name Dialog ......................................................... 221
Figure A-1 Directory Initialization .........................................................................233
Figure A-2 Directory Synchronization Status Message ..........................................234
Figure C-1 Event Viewer ........................................................................................244
Figure C-2 Event Detail Showing Successful Audit ..............................................245
Figure C-3 Event Detail Showing Failed Audit .......... ............... ........................... ..247
Figur e D -1 Fa x D o cu ments Wo r k s h eet ....... .. ......... ... ......... .. .. ......... .. ......... ... .........2 5 8
Figure D-2 Excerpt from Completed Fax Documents Worksheet ...... .. ............... ..259
Figure D-3 TS Admin, Greetings Page ...................................................................260
Figure D-4 Greetings Directory ..............................................................................261
Figure D-5 Greeting/Prompt Worksheet ................................................................263
Figure D-6 Sample of Completed Greeting/Prompt Worksheet ............................264
Figure D-7 Single Digit Routing Node in MMC ....................................................265
Figure D-8 Single Digit Routing Menu Wizard, Page 1 ......................................... 266
Figure D-9 Single Digit Routing Menu Wizard, Page 2 ......................................... 267
Figure D-10 Single Digit Routing Menu Wizard, Page 3 ......................................... 267
Figure D-11 Single Digit Routing Menu Wizard, Page 4 ......................................... 269
Figure D-12 Single Digit Routing Menu Wizard, Digit Configuration Dialog .......270
Figure D-13 SDR Menu Wizard, Digit Configuration Dialog .............. ....................271
Figure D-14 Configuration Dialog for Unrestr icted Transfer ............... ....................271
Figure D-15 SDR Routing Table Worksheet ..... ............... ........................... .............272
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Figure D-16 Completed Single Digit Routing Table Worksheet ............... ...............278
Figure D-17 Greetings/Prompts Page .......................................................................281
Figure D-18 TS Admin, Greetings List .....................................................................282
Figur e D -1 9 TS Adm i n , A u tomated A tt en d ant Page ..... ... .. ......... .. ......... .. ......... ... ....282
Figure D-20 Completed SDR Worksheet for Fax on Demand .................................283
Figure E-1 Dictionary Editor Window ...................................................................288
Figure E-2 TruVoice Pronunciation Manager ........................................................289
Figure E-3 Word List Window ................................... ........................... .................289
Figur e E -4 Exampl e s W i n do w ........ .. ... ......... .. ......... .. ......... .. ......... ... ......... .. ......... ..291
Figure F-1 Control Panel, System Applet ..............................................................318
Figure F-2 Control Panel, System Applet, Environment Tab ........ ........................319
Figure F-3 Mail and Fax Applet, Services Tab ......................................................320
Figure F-4 Mail and Fax Applet, Delivery Tab ......................................................321
Figure F-5 Mail and Fax Applet, Addressing Tab .................................................321
Figure F-6 Creating an Exchange Profile Service ..................................................323
Figure F-7 Creating an Exchange Profile Name ....................................................323
Figure F-8 Creating an Exchange Profile, Server and Mailbox Name ...................324
Figure F-9 Creating an Exchange Profile, Setting Travel Options ........................324
Figure F-10 Creating an Exchange Profile, Path to the Local Address Book. .........325
Figure F-11 Creating an Exchange Profile, Startup Options. ................................... 325
Figure F-12 Creating an Exchange Profile, Verifying Services. ..............................326
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About This Guide
This chapter describes how to use the available documentation to
manage OnePoint Messenger™, including managing Microsoft
Exchange, Telephony Server, and using OnePoint Messenge r diagnostic, maintenance, and performance tools. This chapter contains
these sections: :
Section Page
Required Skills 17
How to Use This Guide 17
Convention s Us ed i n Th is Gu id e 20
Required Skills
OnePoint Messenger is designed to be relati vely simpl e to implement
and use by admini strators with Microsoft Certified Systems Engineer
(MCSE) certification in Windows NT and Microsoft Exchange.
While this guide and the OnePoint Messenger Installation Guide
summarize W indows NT and Exchange processes critical for the
operation of On ePoint Messenger, they are not substitute s for the necessary comprehensiv e MCSE training a nd Microsoft documentation.
In addition, if you want to enable your users to access the ir Exchange
mailboxes using a Web browser, you will need training in the use of
Microsoft Internet Information Server. Sources of information on
these Microsoft components a re listed in the section “Microsoft” on
page 239 in Appendix B.
How to Use This Guide
This section summarizes each chapter and tells how to find information in the guide, using both the hardcopy a nd electronic versions.
OnePoint Messenger Administrator Guide
, Issue 2, 12/11/00 17
Book Organization
This guide is organized to get you started quickly, by providing an
overview, followed by three management chapte rs, and finis hing wi th
operational infor mation that you should need only occasionally.
• Chapter 1—an overview of the components and tasks
• Chapters 2, 3, and 4—instructions regarding the use of
Exchange, Telephony Server, and Fax services management,
including descr iptions of the essential tasks for managing the unified messaging system
• Chapter 5—operating Telephony Server (start/stop) and an over-
view of providing reliabi lity, availability, and serviceability
(RAS) using OnePoint Messenger utilities and other tools
• Chapter 6 through 9—RAS tools deta ils—valida tion in Chapte r
6, tracing in Chapter 7, perfor manc e analysis in Chapter 8, and
maintenance in Chapter 9
• Appendixes—details on OnePoint Messe nger subsystems.
• Appendix A discusses the Direc tor y Access Service and Initialization pr ogram, for manually synchronizing (rarely
needed) mailbox information (name, greeting, etc.) from
Exchange Server to Telephony Server.
• Appendix B lists information resources for the components
that support OnePoint Messenger, such as the website for
Microsoft Windows NT service packs.
• Appendix C discusses the use of the Windows NT Event
V iewer and the error messages that Telephony Server applications send to the Event Log.
• Appendix D explains the call f low diag rams on the CDROM.
• Appendix E discusses the Text-to-Speech servi ce a nd the use
of its dictionary editor.
• Appendix F discusses the core components and processes of
T elephony Server and provides tests and alter native configuration procedures fo r troubleshooting a failed installat ion.
• Appendix G contains Chapter 6 from the Show N Tel User’s
Guide. It also summarizes the procedures listed in the
OnePoint Messenger Installation Guide to use Show N Tel
18 About This Guide
Manager to configure a telephony server with a PBX and
assign telephony applications to line ports. See also Brooktrout Technology’s Show N Tel Manager User’s Guide,
included on the OnePoint Messenger CD-ROM as a PDF.
• Glossary—terms relevant to OnePoint Messenger, including
components, email terms, networking terms, and telephony terms
• Index—In the online PDF document, index items are hyperlinks
to the associated contents.
Chapter Organization
Each chapter in this book uses the same organization. Under t he chapter title is a br ief i ntroductio n to t he chapt er conte nt, f oll owed by a lis t
of the major topic headings, as exemplified above. In the online format, the topics in the list are hyperlinked to their associated topic
headings, so you can click a topic in the list to jump to that topic.
Using Electronic and Printed Versions
This guide use s a form at that acco m modates both on -screen viewing
and printing. Use Acrobat Reader version 3.0 or higher to view and
print PDF versions of the document. Blue text indicates hyperlinks.
The Acrobat bookmark list and thumbnai ls al so provide hyperlinks.
See the Acrobat online help for details.
Installation
If you are the installer, use the OnePoint Messenger Installation
Guide for base installations or the OnePoint Messenger Getting
Started Guide for turnkey installations. Then use the appro priate inte-
gration guide to integra te the Telephony Ser veer with your PBX. A
list of those guides appears in “OnePoint Messenger Documentation
Resources” on page 235 in Appendix B.
This Administrator guide is a lso useful to installers as an overview of
the unified messaging syst em and the configuration tasks, and for
details on t he operation of several a pplicati ons th at you use du ring the
installati on.
The OnePoint Messenger User Guide a lso contains a system overview and contains details on client operation that can give you perspective on the system components.
How to Use This Guide 19
Client Operation
This guide provides an adminis trator’s pe rspective on the use of client
components, specifically in Chapter 3 for the T elephone User Interface (TUI) and Chap t er 4 for fax features. See the OnePoint Messen-
ger User Guide for full details on the use of client components.
Conventions Used in This Guide
This section describes the formatting conventions used in this guide
to give you extra queues about the action that you are to take.
Keys, Commands, and Buttons
The commands “select” , “ c lear”, “click”, and “choose” all mean basically the same thing—to make a choice—but the terms are used in
specific situations:
• “Select” is used mostly to ope n and use property pages (tabs) and
dialogs, such as to indicate items in a field or group of options.
“Clear” is us ed to deselect a check in a check box or an entry in a
field. For example, while you “select the radio button for xxx to
enable xxx,” you “clear the radio button for xxx to disable xxx.”
• “Choose” is used mostly in menus, such as the Windows Start
menu and program menus, to indicate menu items.
• “Click” is used for obviou s buttons, up and down arrows, in edit
boxes, spin controls, and for the Windows Start button.
• “Double-clic k” is used in any situation where pressing the mouse
button twice is the most appropriate action, although other
options may be available.
• “Press” is used when indica ting a computer keyboard or telephone keypad key. There are brackets around the keyboa rd key,
as in “Press [Tab].”
T ypically, instructions in this guide start by te lling you how to open
an application by choosing it f rom the Windows Start menu. An
instruction that involves making a choice from a menu is structured:
“From the XXX menu, choose YYY.” This style is also used for dia-
log boxes.
There are two other ways to open OnePoint Messenger applications:
• From TS Admin, which is the short name for the Unified Messaging Snap-in to Microsoft Management Console, you can open
20 About This Guide
OnePoint Messenger and other supp orting applications from its
Utilities node. You can access TS Admin by double-clicking its
icon on the desktop. In OnePoint Messenger 2.0, TS Admin
replaces the Telephony Server Administrator application from
previous versions of OnePoint Messenger.
• Another way to open OnePoint Messenger applications is from
the OnePoint Messenger program group, shown in Figure 1. The
program group is installed on your Telephony Server desktop.
Figure 1 OnePoint Messenger Program Group
This guide generally does not include the keyboard shortcuts for
menus and commands. To use the keyboard shortcuts, you should:
• Display menus by pressing [Alt] and the underlined character
displayed on the screen (for example, press [Alt+F] for the File
menu).
• Choose commands by typing the underlined character displayed
on the screen (for example, type S for the Save command).
Images and Ta bles
Tables and inline graphics in this guide contain captions with numbers based on the chapter number . References to a figure or table from
another page are linked and highlighted in blue to indicate the link.
You can also find and access them from the Acrobat bookmark list.
When presenting information about buttons, such as “Click the XXX
button to open the YYY dialog box,” this guide may present the
Conventions Used in This Guide 21
button to the left of the instr uct ion, as shown here. In that case, the
graphic is not labelle d.
Type in Commands and Screen Output
For statements in command syntax format,
bold type like this
indicates the characters you should type.
small mono-spaced
Brackets like these < > designate the variables that you are to replace
with other informa tion. For e xample, in the following c ommand, you
type the word
INSTALL
but replace “
drive
” and “
directory
” with
the names of the drive and directory you are using:
<drive>\<directory>\INSTALL
The same font in regular weight (not boldf ace) prese nts screen output .
Lists
Numbered lists present the steps of proce dures that you must follow
in the order given.
Bulleted lists present options for which the order is not important.
Notes and Cautions
A “NOTE:” presents information that is of special importance or is
relevant only to some users or in some situations.
A “CAUTION!” alerts you to choices with potentially problematic
results.
“WARNING!” is more ser ious tha n a ca utio n, al erting yo u to a c hoice
that could cause a failure of the system.
Other Text Styles
Italic type is used to introduce terms and for the titles of publications.
In this guide, boldface type is used to emphasize key words, such as
buttons, tab, menu items, and introduction to tasks, to make the key
concepts easier for you to spot.
Task
A task is introduced by this guide with bold te xt, followed by a
sequence of numbered steps, such as is shown below to access
OnePoint Messenger document ation updates.
22 About This Guide
Contacting Mitel Technical Publications
The Mitel Technical Publications and Media Development Group
maintains this document . We welcome your questions and suggestions—notes on spelling and grammatical errors, comments on readability, and suggestions for improvements. Please mention the
document number that appears on the back of the cover page. Send
your comments to:
techpubs@mitel.com
To check for the most current documentation:
1 Access the Mitel website at:
http://ww w.mit el.com
2 Log on to Mitel Online.
3 Click Tech Support in the top navigation bar.
4 Click T echnical Practices.
5 Click Mitel OnePoint Messenger.
Conventions Used in This Guide 23
24 About This Guide
1. OnePoint Messenger Overview
This chapter introduc es OnePoint Messenger™, a software suite that
helps to create a unified messaging environment. This chapter contains the following sections: :
Section Page
What’s New in OnePoint Messenger 2.0
T elephony Server
Microsoft Exchange Extensi on
Diagnostic and Performance Tools
Standards
OnePoint Messenger User Feature Highlights
Voice, Fax, or E-mail Messaging over the Telephone
Multiple Desktop Clients
Call-Me/Meet-Me
True Compound Messaging
Unified Messaging Softwar e and Hardwar e Components
Messaging Interfaces
T elephony/Mail Processing and Administration
Network Components
Diagnostic, Maintenance, and Performance Tools
Task List 45
What’s New in OnePoint Messenger 2.0
25
28
29
29
29
30
30
30
31
32
33
35
37
40
41
New features in this release include:
• Support for 24 line card ports
• Support for the “.wav” sound file format for voice messages
• Calling Line Information (CLI) in message Subject fields
• Enhanced Data Link Integration (EDLI)—provides integration to
Centrex switches and Fujitsu, Lucent, NEC, and Nortel PBXs.
OnePoint Messenger Administrator Guide
, Issue 2, 12/11/00 25
• Fax Gateway, which enables users to send fax or text messages
directly to a fax machine from Outlook. FAXConfigLog.doc is a
fax gateway configuration log.
• Latin American Spanish te lephone user interface (TUI) prompts
in both the system and mailbox levels of the TUI
• Multiple condit ional user greetings that users can record and set
from either a telephone or Outlook
• Outlook 2000 support (Outlook 97 support removed)
• Passcode editing—Users can change their telephone passcodes
from Outlook, in addition to using the TUI.
• PBX integration—In addition to the EDLI integrations listed
above, integration to the Mitel SX-200 is now supported through
the TalkT o card.
• QuickFax—provides an inte rfa ce for desktop users to create and
send faxes directly to a fax machine from any appli cation along
with the option to create a personal co v er pag e or use a system
fax cover page
• QuickPlay—adds enhanc ed voice message playing options to the
Outlook Inbox
• Show N T el 4.4 support
• Single Digit Routing— Automated Attendant can be set up with a
customizable menu whose menu option s all ow the caller to press
a single key to access a variety of functions, including other
menus, applications, fax documents, announcements, and mailboxes. See “Single Digit Call Routing”, on page 136 in Chapte r 3
for details.
• Voice Profile for Interne t Mail (VPIM) support— Communication
between OnePoint Messenger and other VPIM-com pliant voice
mail systems. See “Reviewing License Status”, on page 221 in
Chapter 9 for a license for sending VPIM messages. The Statistics Reporti ng Progr am (se e page 203) provi des VPIM messagi ng
statistics. VPIMConfigLog.doc provides a VPIM gateway configuration log.
• Unified Messaging Snap-in to Microsoft Management Console—
Commonly known as TS Admin, this interface replaces Teleph-
ony Server Administrator as the TUI configuration interface and
provides many other configuration elements and a launch point
for other utilities.
26 Chapter 1, OnePoint Messenger Overview
For details on user features, see “OnePoint Messenger User Feature
Highlights”, on page 30. See also "What’s New in OnePoint Messenger 2.0" in Chapter 1 of the OnePoint Messenger User Guide.
What Is OnePoint Messenger and Unified Messaging?
OnePoint Messenger is a software suite that, when combined with
other hardware and software products, provides a unified OnePoint
Messenger messaging envir onment. “Unified messaging” is the storage of telephone voice messages, faxes, and e-mail in one central
repository and the de livery of those messages to users thr ough a common interface. OnePoint Messenger enables users to receive and create voice, fax, and e-mail message s thr ough a telephone or on a PC—
through Outlook or a Web browser. Also, OnePoint Messenger pro-
vides Tr ue Unified Messaging
user administrat ion for both voic e mail and e-mail.
The following diagrams desc ri be the components of a OnePoint Messenger unified messaging environment:
• Network diagram in Figure 1-1 on page 28
• Detailed component dia gram in Figure 1-2 on page 34
• Support softwar e diagram in Figure 1-3 on page 42.
sm
, in that it provides a single point of
The components represente d in the diagr ams are associated with text
descriptions bel ow the figures.
The network diagram in Figure 1-1 shows the major hardware components that provide the unified messaging service, including examples of client hardware, and the relationship between all components.
What Is OnePoint Messenger and Unified Messaging? 27
Figu re 1- 1 Network Diagra m
Telephony Server
In these guides, “Telephony Server” is used to refer to the collection
of OnePoint Messeng er telephony applications and support programs
that reside on “the Te lephony Server” (the computer). The Telephony
Server computer must have Windows NT Server 4.0 with Service
Pack 5 (and other software, all listed in the OnePoint Messenger
Installation Guide ), line and fax cards with their configuration programs connected to the PBX by phone (or possibly othe r data ) lines,
and a TCP/IP network connection to the Exchange Server. See the
network diagram on page 28.
The OnePoint Messenger applications dedicated to call processing
provide the link between the tel ep hone switch and Microsoft
Exchange. In addition to providing traditional telephone call rou ting
and messaging s ervices, such a s cont rolling what ha ppens t o cal ls that
are not answered and providing the caller the ability to leave and
retrieve voice messag es, Telephony Server enables OnePoint Messenger callers to retr ieve and reply to e-mai l messages that are rea d to
them using text-to-spe ech (TTS). Telephony Server also has
advanced fax handling f eatures, such as advanced fax routing, including routing e-mail to fax machines.
28 Chapter 1, OnePoint Messenger Overview
See Chapter 3 (page 89), for a discussion of T elephony Server administration and Appendi x F (page 297) for deta ils on telephony processes. See Chapter 4 (page 147), for a discussion of OnePoint
Messenger fax features.
Microsoft Exchange Extension
OnePoint Messenger 2.0 uses Microsoft Exchange 5.5 as the post
office, including e-mail and telephone messages. OnePoint Messen ger adds an Exchange Extension to enable unified messaging.
OnePoint Messenger support s the use of multiple Exchange Servers
for access to distribute d user mailboxes, providing access to any of
those mailboxes from any telephone, Outlook client, or Web Client.
See Chapter 2 (page 53) for Exchange Server tasks.
Diagnostic and Performance Tools
OnePoint Messenger inclu des a rich set of diagnostic, maintenance,
and performance tools that integrate with na tiv e W ind ows NT tools to
provide you a range of alternatives for troubleshooting and optimizing performance. These applications are described in “Diagnostic,
Maintenance, and Perform ance Tools”, on page 41 in this chapter and
in a more extended overview in Chapter 5 (page 165).
Standards
OnePoint Messenger supports the following standards:
• SMDI, TAPI2, and TSAPI for specific PBXs
• LDAP and MAPI; MAPI, IMAP4, and HTM L can be used a s the
client/ser ve r acce s s met hod bet ween O nePoint Messenger/
Exchange mail servers and various clients.
• V oi ce Pr ofi le for Inte rnet Mail (VPIM) IETF RFC 2421, which
allows voice mail systems to excha nge messages over the Inter net
with mail systems that support the VPIM protocol.
The VPIM protocol allows voice mail syste ms that support the
protocol t o use the Internet to exchange messa ges with other mail
systems that sup port tha t protocol. OnePoi nt Mess enger us ers can
now receive VPIM messages in their Exchange Inboxes and
access them through any of their three OnePoint Messenger clien t
applications. With the VPIM Send license installed (see
Chapter 9 here or Chapter 5 in the OnePoint Messenger Installa-
tion Guide), OnePoint Messenger users can use an y of their three
What Is OnePoint Messenger and Unified Messaging? 29
client applications to send messages to recipients on other VPIMenabled voice mail systems.
OnePoint Messenger User Feature Highlights
For user acces s to m essa g ing, OneP o int Me ssen ger supports
Microsoft Outlook 98 and Outlook 2000 on Windows 95/98/NT,
Internet Explorer 4 (or higher) and Netscape 4 (or higher) Web
browsers, and any standard touchtone telephone. OnePoint Messenger also provides the Unified Fax Printer for producing faxes from
any PC application that has a print menu.
The OnePoint Messenger desktop client components include an Outlook extension, a sound recorder and player, and fax components that
include the fax print drive r, a fax cover page generator, and a fax
viewer. These separate pieces of software combine seaml essly with
Outlook to handle voice, fax, and compound messages. The sections
below provide more details on user features. For more, see the
OnePoint Messenger User Guide.
Voice, Fax, or E-mail Messaging over the Telephone
OnePoint Messenger provid es the following telephone features:
• OnePoint Messen ger use rs can listen to voice or e-mail messages
from any phone, or route text e-mail or faxes to a fax machine.
• Callers can leave a voice message and/or a fax message for any
OnePoint Messenger user.
• Using a telephone, OnePoint Messenger users can answer e-mail
messages with a voice message, a fax, or a compound message.
• Communication wi th VPIM-compliant voice mail sy stems is supported.
Multiple Desktop Clients
OnePoint Messenger makes use of the foll owing Windows desktop
components to provide desktop unified messaging in these ways:
• OnePoint Messenger extends Microsoft Outlook for voice and
fax messaging with a mail form that includes a player/recorder.
• OnePoint Messenger’s We b Client combines with the Microsoft
Outlook Web Access interface to Exchange. Web Client replicates Outlook functiona lity through Internet Explorer 4.0+ or
30 Chapter 1, OnePoint Messenger Overview
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