Mitel OnePoint Messenger INSTALLATION INSTRUCTIONS

Installation Guide

NOTICE

The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Corporation (MITEL). The information is subject to change without notice and should not be construed in any way as a commit ment by MITEL or any of its af fil iat es or subsidiaries. MITEL and its affiliates and subsidiaries assume no responsibility for any error or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate any such changes.

Nothing in this document may be reproduced in any manner, either wholly 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 Corporation. Pentium is a trademark of Intel Corporation. All other product names specified in this do cum ent are tradem arks of the ir correspo nding owners.

OnePoint Messenger Installation Guide

9164-120-112-NA , Iss ue 2

December 12, 2000

,

, Trademar k of MITEL Corporation.



All right s re s e rv e d. Printed in Canada.

Table of Contents

1. Introduction..................................................................................11

About This Guide...........................................................................................11

About OnePoint Messenger ..........................................................................11

Requir e d S ki l ls....... .................. .................. ....................... .................. ...........12

Organization of This Guide ..........................................................................13

The Meaning of Special Terms Used in This Guide............................................14

The Meaning of Formats in This Guide ...............................................................14

Lists........................................................................................................................14

Notes and Cautions........ ........... .................... .................... ............................. ........14

Other Text Styles...................... .................... .................... ............................. ........15

Type in Commands and Screen Output.................... .................... .................... ...15

Acrob at H y pe r l i nks......... .. .. ......... ................ ......... ................ ............... ................ ..15

Supporting Documentation...........................................................................15

Contacting Mitel Technical Publications ............................................................17

2. Preparing to Install ......................................................................19

What You Need for a OnePoint Messenger System ...................................19

Hardware Requirements........................................................................................20

Softw a r e R eq u i r em ents......... ......... ................ ................ ................ ............... .........20

OnePoint Messenger Desktop Clients...................................................................21

Administrator Rights .............................................................................................21

Choosing a Network Topology... .................... .................... ...................................22

Choosing Exchange Server Options...................................................................... 22

Call-Me/Meet-Me Conditions................................................................................ 23

OnePoint Messenger Server Components............................................................23

Install a tion Summa ry....... .............. .............. .............. ......... .............. ............24

Installation Sequence Summary................. .................... .................... ...................26

Installation Overvie w by Basic Component............................... ..........................27

Testing a nd Tro ublesho o ting..... ........ .............. ............... .............. .............. ..28

Uninstalling Components...................................... ...... . .... .... ...... .... ...... .... .....30

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3. Installing Telephony Server and Exchange Server Software...31

Chapter Overview....... .............. .............. .............. .............. ............... ............32

What You Ne ed to Comple te Chapte r 3 . .............. .............. ............... ..........32

OnePo i n t M es s e n g e r So f t w a r e L i cense............... ......... ................ ................ .........33

Names and Passwords..... .................... .............................................. .................... .33

Installation Instructions................................................................................35

Procedu re 1. In st alli ng Exchange Serv er Software, and Cr ea ting a n Exch a ng e

Administrator Account ..........................................................................................35

Procedure 2. Installing Microsoft Software on the Telephony Server ..............39

Procedure 3. Setting Up an Administrator Account and Outlook on the

Telephony Server....................................................................................................40

Procedure 4. Installing OnePoint Messenger.......................................................46

Procedure 5. Running Configuration Wizard to Integrate Tele phony Server

with Ex change S e r v er....... ......... ................ ................ ................ ............... ......... .....59

Procedure 6. Running Directory Initialization ....................................................64

Procedure 7. Completing the Software Installation.... ..................................... ...65

Procedure 8. Sharing Telephony Server Directories...........................................66

Procedure 9. Setting Telephony Server Security Level.......................................67

Configuring the Line Card(s)................................................................................67

Procedure 10. Installing Web Client on the Exchange Server............... .. ..........68

Procedu re 11 . Con fi g uring th e Tes t U ser in Excha n g e Ad mi ni stra to r ........ .....69

Procedure 12. Setting Up and Running the Test User ........................................69

Procedure 13. Pinging and Checking the Event Log...........................................74

Conclusion ......................................................................................................75

4. Integrating the Telephony Server with a PBX...........................77

What Do You Get with PBX Integration?...................................................78

Integrating the Telephony Server with a Switch (PBX).............................79

Using MMC to Create a Data Link Integration ..................................................81

Providing a Data Link Template Set......................................................................82

Using the SNT Device Mapping Page for Data Link Integration.......................... 85

Using Show N Tel Manager for the PBX Integration.................................88

Configuring Show N Tel for a Mitel PBX ............................................................88

Editing the SNT Parameters Tab..........................................................................92

Editing the Parameters Tab for the AG-T1 Card............ ............................. ..........93

Table of Contents

Overview of Telephony Applications....................................................................94

Configuring and Testing Notif ication Server ................. .................... ...................95

Modifying the Phone System Definit ion in SNT..... ........... ...................................97

Editing the Phone System Tone Table.......... .. .................... .................................101

Configuring the Mitel SX-200 0 and Notification Server MWI for Mitel

MiTAI B-Channel................................................................................................102

Assigning Applications to Lines ..........................................................................104

Reassigning Lines to Other Applications .......... .................... .................... ..........107

Configuring the Telephone User Interface................................................108

Configure, Start, and Monitor Telephony Server ....................................110

Testing Telephony Server Start and Stop ..........................................................110

5. Making Changes to OnePoint Messenger................................111

Upgrad in g from OnePo i n t M essenger 1 .1 ................... .............. .............. ..112

Upgrading the Telephony Server ........................................................................112

Upgrading the Exchange Server .........................................................................113

Upgrading User Systems......................................................................................113

Preparing for Service...................................................................................114

Using TSMon to Start and Stop Telephony Server...........................................114

Revising the Network Configuration .........................................................116

Moving the Telephony Server to a New Domain............ ........... ........................116

Renaming Servers.................................................................................................118

Renaming the Exchange Server . ..........................................................................119

Removing OnePoint Messenger..................................................................119

Removing Server Components............................................................................119

Removing Client Components .............................................................................124

Upgrading OnePoint Messenger Software ................................................124

Preserving Settings when Upgrading..................................................................125

Reinstalling OnePoint Messen ger.................................... ............................. ......125

Using SmartUpdate for Backing Up and Restoring Configuration Files........126

System Service Tool (SST) Overview.........................................................129

A Quick Tour of System Service Tool ................................................................130

Using System Service Tool (SST) ...............................................................133

Applying and Removing Service .........................................................................134

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SST Restrictions ...................................................................................134

Viewing Information in SST................................................................................134

Service Hist o ry D atabas e ..... .. ......... ................ ................ ................ ............... ...1 3 5

Service Log ........ ................ ............... ......... ................ ................ ................ .........135

Site Log Personal Notepad...................................................................................136

Site Info Dialog...................................................................................................136

Printing SST Output ............................................................................................136

SST Remote Management....................................................................................137

Managi ng S e rv i c e with Syst em S e r v i ce To o l...... ........ ............... .............. ..137

Base Release Application and Removal ..............................................................138

Preparing for Application or Removal of Service.............................................139

Apply i n g S e r v i ce ......... ............... ................ ................ ......... ................ ............... ...140

Applying a Service Pack.......................................................................................145

Removing a Hot Fix or Service Pack..................................................................145

SST Service Log Output Window .......................................................................147

Recovering from Interrupted Service.................................................................148

Installing OnePoint Messenger Licens es.............................................. .... .149

Displaying the Server Code .................................................................................149

Changing Telephony Server Hardware Components....................................... 150

Getting a New Base License.................................................................................151

Getting an Emergency Temporary License .........................................................151

Upgrading OnePoint Messenger Feature Licenses............................................152

Using the Web Licensing Application to Create a License Diskette................154

Using License Install to Inspect and Install L icenses........... .............................156

License Install Error Messages...........................................................................159

Replac i n g T elepho ny S e rv e r H a rdware ........ ...... ....................... ...............159

Preparing for Contingencies.......................................................................160

Communicating with Multiple Exchange Servers .............................................160

Emergency License...............................................................................................161

Paral lel Syste m s ................ ................ ................ ................ ......... ............... ............ 1 6 1

Substituting a Telephony Server .........................................................................161

Appendix A. Supported Hardware and Software......................163

Server H a r d w a re R equiremen t s.......... .............. .............. ............... ............ 1 6 3

Table of Contents

Supported Line Cards..........................................................................................164

Serve r Si z i n g ........... .. ................ ......... ............... ................ ................ ................ ....1 6 5

Client H a r d w a re R equiremen ts ...................... ............... .............. ..............168

Option a l Ha rdware.......................... ........................ ................. .................. .1 6 8

Software Requirements...............................................................................169

Softwa re O pt ions..... .............. ........ .............. .............. ............... .............. ......1 7 1

OnePoint Messenger Configuration Options.....................................................171

PBX Support .. .... ...... .... ...... .... ...... .... ...... .... ...... .... ...... ... .. .... ...... .... ...... .... .....172

Data Link Connections.........................................................................................173

Appendix B. Adding Line and Fax Cards................................... 1 75

Preparing the Telephony Server ................................................................176

Important Safety Information—Earth/Ground................................................176

Configuring MVIP and Connecting MVIP Cables...................................176

Providing the MVIP Clock.................................................. .................... ............176

MVIP Termination............. .................... .................... ..........................................177

The MVIP Cable...................................................................................................177

Installing Cards in the Telephony Server........................................... ...... .179

Using Windows NT Diagnostics ..........................................................................179

Making Line Card and Data Link Connections................................................181

Installing and Uninstalling Fax Cards................................................................182

Fax Card I/O Address............... .................... .................... .................... ...............183

Installing Natural MicroSystems (NMS) Line Cards........................................186

NMS AG Card Base I/O Address.......... ........... .............................................. .....187

Installing AG-8 Cards................. .................... .................... .................................187

Installing AG-0 Cards................. .................... .................... .................................189

Installing an AG-24 Card.......... ........... .................... .................... ........................190

Installing an AG-T1 Card........................................... ............................. ............190

Using AG Configurator .......................................................................................193

Validating Two Cards..........................................................................................195

Editing Ag.cfg Directly............. ............................. .................... .................... ......196

Using the Ag8dspmask.txt File................. .................... .................... ...................199

Connecting Line Cards to the PBX............................................................199

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Connecting AG-8 Cards to the PBX.................................................................199

Connecting an AG-T1 Card to the PBX ..........................................................201

Connecting Fax Cards to the PBX .................................. .................... .............201

Enablin g Mi TA I/AFC........... .............. .............. .............. ............... .............. 2 0 1

Installing the AFC Card.......................................................................................202

Configuring the NMS and CTI Software ...........................................................203

Configuring the NMS Card for AFC..................................................................203

Configuring Show N Tel for MiTAI ...................................................................205

Appendix C. Installation Checklist..............................................207

Index ...............................................................................................211

viii

Table of Contents

Figures and Tables

Table 3-1 Names and Passwords ...................... ....... .............. .............. ............... ....34

Figure 3-1 Exchange Administrator, Site Properties . ................................................45

Figure 3-2 Exchange Administrator, Configuration Properties ..................................46

Figure 3-3 OnePoint Messenger Install Screen .........................................................48

Figure 3-4 Show N Tel Install Key Screen .................................................................48

Figure 3-5 Brooktrout Fax Setup Dialog ....................................................................52

Table 3-2 Brooktrout Fax Setup, Advanced Tab Fields ............................................52

Figure 3-6 AG-CAS Setup Dialog ..............................................................................54

Figure 3-7 OnePoint Messenger License Installation Dialog .....................................57

Figure 3-8 ShowNTel Install Key Dialog .................................................................... 58

Figure 3-9 Unified Messaging Language Selecti on Dialog ........................................59

Figure 3-9 Configuration Wizard, Configuration Summary ........................................62

Figure 3-10 Configuration Wizard, Configuration Status, Start ...................................62

Figure 3-11 Configuration Status Screen after Completion .........................................64

Figure 4-1 TS Admin, SNT Device Mapping .............................................................86

Figure 4-2 TS Admin, SNT Device Mapping .............................................................87

Figure 4-3 Show N Tel Manager, Switch/CTI Tab ..................................................... 89

Figure 4-4 SNT Manager, Configure CTI, Device Map Tab ......................................91

Figure 4-5 Show N Tel Manager, Parameters Tab ....................................................92

Figure 4-6 Show N Tel Setup, Phone System Tab ................................................... 98

Figure 4-7 Show N Tel Setup, Phone System Definition, SMDI ................................99

Figure 4-8 Show N Tel Setup, Phone System Definition, DTMF .............................1 00

Figure 4-9 Show N Tel Setup, Phone System Definition, CTI ................................. 1 01

Figure 4-10 SNT Phone System Definition , Tone Table ...........................................102

Figure 4-11 PBX Configuration for MiTAI MWI .........................................................103

Figure 4-12 Edited TelSrvr.ini File with the MWI Pilot Number ..................................103

Figure 4-13 Show N Tel Manager, Runtime Tab ......................................................105

Figure 4-14 SNT Runtime Tab, Assign Phone System ............................................106

Figure 4-15 SNT Manager, Operate and Monitor Window ........................................108

Figure 4-16 Telephony Server Monitor (TSMon) .......................................................110

Figure 5-1 Exchange Administrator, Add-Ins ..........................................................121

Figure 5-2 Exchange Administrator, E-Mail Address Generators . ...........................121

Figure 5-3 Exchange Administrator, Site Addressing Properties .. .. ....... ..... ....... .....122

Figure 5-4 Exchange Administrator, Recipient Properties .......................................1 23

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Figure 5-5 System Service Tool Main Window .......................................................130

Table 5-2 SST Accelerator Keys ...........................................................................131

Figure 5-6 SST, View/Edit Site Info Dialog .............................................................. 1 37

Figure 5-7 Stop Telephony Server Warning ............................................................141

Figure 5-8 System Restart Message in System Service Tool .................................1 42

Figure 5-9 SST Apply Service Dialog .....................................................................143

Figure 5-10 Apply Service, View Info Files, Open Dialog ............................... ....... ....143

Figure 5-11 SST Service Log Window, Applying Hot Fix ..........................................144

Figure 5-12 SST Main Window, Hot Fix Applied ................................................... ....144

Figure 5-13 SST Main Window, Service Pack Selected ............................................145

Figure 5-14 SST Remove Service Dialog .................................................................. 1 47

Figure 5-15 SST Service Log Output Window ............................. .......... .. ....... ....... ....148

Figure 5-16 OnePoint Messe nger Install Screen .......................................................1 50

Figure 5-17 Web Licensing Form ............................................................................. 1 55

Figure 5-18 Licensing Website, License Report Page .............................................155

Figure 5-19 License Install Main Dialog ....................................................................156

Figure 5-20 Select License Key File Name Dialog ....................................................157

Figure 5-21 ShowNTel Install Key Dialog .................................................................158

Table 5-2 License Install Error Messages........................................................... ....159

Figure B-1 Windows NT Diagnostics, Resources Tab .............................................179

Table B-1 BrookTrout Fax I/O Base Addresses ..................................................... 1 83

Figure B-2 I/O Address Selection Switch (Address 260 Shown) .............................184

Figure B-3 BrookTrout Fax Card IRQ Address ........................................................ 1 84

Table B-2 Recommended I/O Addresses for Multiple Fax Cards............................184

Table B-4 NMS AG Card I/O Address DIP Switch Settings ....................................187

Figure B-4 AG-8 Line Card .....................................................................................189

Figure B-5 AG-T1 Side and End View ....................................................................190

Figure B-6 NMS Board Configuration Screen, AG-T1 .............................................192

Figure B-7 NMS AG Configurator Main Screen ................................... .. ....... ....... ....193

Figure B-8 NMS Board Configuration Screen, AG-8 ...............................................194

Figure B-9 Windows NT Diagnostics, Resources Tab .............................................196

Figure B-10 T -Adapter ..................................................................... ....... ..... ....... .. ....200

Figure B-11 Octopus Cable .......................................................................................200

Figure B-12 AFC Card ...............................................................................................202

Table C-1 Procedure Completion Checklist.............................................................2 07

Table of Contents

1. Introduction

This chapter describes the purpose of this guide, provides an introduction to the OnePoint Messenge r™ unified messaging system, including its component s and suppo rting documentation. It also discusses skills requi red of installers. It contains these sections:

About This Guide 11 About OnePoint Messenger 11 Required Skills 12 Organization of This Guide 13 Supporti ng D o cumentation 15

About This Guide

Section Page

This guide covers the installation of line cards and software on two Windows NT Servers to create a OnePoint Messenger 2.0 unified messaging envi ronment. To set up the turnkey Telephony Server (the system shipped from the factory with One Poi nt Messenger already installed), see the Getting Star ted Guide.

The installation pr ocedures here for the essential components supplied by other vendors are meant only to supplement the manufacturers’ documentation for pr oduc ts not on the OnePoint Messenger CDROM. This guide contains a general introduction to the tasks involved in integrat ing OnePoint Messenger with a PBX. For information on a specific PBX integratio n, see the list of integration guides at the end of this chapter. For more on finding information in this guide, see “Organization of This Guide” on page 13.

About OnePoint Messenger

Unified messaging is the combination of telephone messages, faxes, and e-mail in eac h mailbox. The mail server delivers those messages to end users thro ugh a co mm o n user in te rfac e. One Point Messenger software is a set of software applications that provide unified messag-

OnePoint Messenger Installation Guide

, Issue 2, 12/12/00 11

Required Skills

ing through the Microso ft Exc hange mail server, Microsoft Outlook

©,

and Web browsers. The OnePoint Messenger server software is installed on two Microsoft Windows NT Server 4.0 systems:

• The OnePoint Messenger Exchange Extension is installed on the computer running Micr osoft Exchange

(“the Exchange Server”)



to support unified messaging on Exchange.

• A large suite of software components providing messaging and maintenance services are installed on the Telephony Server, which handles communicati on betwee n the telephony network and Microsoft Exchange.

See Chapter 1 in the OnePoint Messenger Administrator Guide for a detailed system overvie w, a summary of each of the hardware and software components, and an overview list of tasks. Chapter 1 in the OnePoint Messenger User Guide also has a basic system overview and a summary of what you can do with OnePoint Messenger clients.

The OnePoint Messenger software product should be installed by a certified Microsoft Certified Systems Engineer (MCSE) technician, certified on NT Server 4.0 and Exchange. Although the OnePoint Messenger documentation c overs the basic Windows NT and Exchange tasks needed to configure and manage a OnePoint Messenger environment, installers and administrators should use other sources of information, i ncluding W i ndows NT and Exchange guides, and guides from the other vendors whose products complete your OnePoint Messenger unifi ed messaging environment.

To provide Web browser access to mailboxes by users, you must install and manage Internet Information Server© (IIS). To do so, you must obtain IIS training.

While installing and managing Windows NT and Exchange, you must perform NT admi n istrat o r fun ct ions , inclu ding setting up domains, creating administ rator accounts, and performing software maintenance and backups. Generally, these are simple functions. All OnePoint Messenger appli cations all use common Windows interfaces and interoperate with NT system utilities, to minimize your learning eff ort. Nevertheless, unified messaging is a complex process, which you cannot learn to administer by trial and error.

12 Chapter 1, Introduction

Organization of This Guide

This guide contains five chapters and three appendixes, with hyperlinks signalled by blue tex t for use in the electronic version of the documentation:

• This chapter, Chapter 1, introduces you to OnePoint Messenger and its documentation.

• Chapter 2, “Preparing to Install” on page 19, summarizes the installati on process, lists the components yo u need to compl ete it, and discusses your installation options.

• Chapter 3, “Installing Telephony Server and Exchange Server Software” on page 31, contains the detailed OnePoint Messenger software installation sequence. The instructions are organized in three levels: main procedures (for example, Procedure 1), task lists, and numbered steps within the task lists.

• Chapter 4, “Integrating the Telephony Server with a PBX” on page 77, completes the installat ion procedu re sequence. It cov ers how to integrate the OnePoint Messenger Telephony Server line cards and the telephony switch (PBX), including assigning telephony applications to particular ports. Additional anno tated screen illustrations show various configurations.

• Chapter 5, “Making Changes to OnePoint Messenger” on page 111, contains information on reinstalling, removing, and upgrading OnePoint Messenge r, with infor mation about System Service Tool, backups, and details on the License Install utility.

• Appendix A, "Supported Hardware and Software” (page 1 63) , contains details on required and optional hardware and software.

• Appendix B, “Adding Line and Fax Cards” (page 175), contains notes on installing li ne and fax cards in the Telephony Server.

• Appendix C, “Installation Checklist” (page 207), contains a checklist of the procedur es in Chapters 3 a nd 4 tha t y ou can use t o record your progress and note assig ned names and passwords.In electronic format, the items in the checklist are hyperlinks to the associated task lists in the chapters.

Organization of This Guide 13

The Meaning of Special Terms Used in This Guide

T o provide quick semantic clues to what you should ex pect to see onscreen, the procedures in this guide use “select,” “clear,” “click,” and “choose” in specific situations:

•“Select” is used where you open and use property pages (tabs) and dialogs, such as for items in a field or for a group of opti ons.

•“Clear” or "des elect" is used where you remove a check from 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 to indicate that you are to invoke a menu item from the Windows Start menu and program menus.

•"Click" indicates graphi cal buttons, including icons and toolba r buttons, because, al though you can generally use the Tab key to access buttons, typically you click buttons with the mouse.

Each procedure de scribes the f ull sequenc e of open ing it s applica tion , usually from the Windows Start button. The consistent form should allow you to quickly recognize the intent so that you do not need to read the compl ete instruction. Look for the terms in bold type, which signal the selections tha t you need to make.

The Meaning of Formats in This Guide

This guide presents infor mation using consistent formats to help you more quickly recognize the inten t of the prese ntation.

Lists Numbered lists present the steps of procedur es that you must follow

in the order given.

Bulleted lists present options for which the order is not important. Notes and Ca utio ns

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 serious tha n a caut ion, alerting you to a choice that could cause a failure of the system.

14 Chapter 1, Introduction

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 tasks and key

words, such as buttons, tab, and menu items, to make them easier for you to spot. For example, a task is presented with the purpose in a separate bold line, followed by the steps, with key words in bold.

Type in Commands and Screen Output

For statements in command syntax format,

bold type like this

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 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 .

Acrobat Hyp erli nk s

This guide is included on the OnePoint Messenger CD-ROM in Acrobat 3.0 PDF format. Acrobat Reader version 4.0 is also included on the CD-ROM to view and print the document. This guide contains extensive hyperlinks, indicated on-screen by blue text. The Acrobat bookmark list and thumbnail views also provide hyperlinks. See the Acrobat online help for details.

Supporting Documentation

The focus of this guide is the installa tion and basic configuration of OnePoint Messenger softwar e on the Te lephony Server and Exchange Server. This guide does not replace the third-pa rty manufacturer documentation for pr oducts supp orting One Point Messenge r, such as line cards, fax cards, the PBX, NICs, computers, Show N Te l, a nd Microsoft software (Outlook, Windows, Exchange, and Microsoft Management Console). Appendix B of the OnePoint Messenger Administrator Guide provides a list of vendor contact information.

INSTALL

small mono-spaced

indicates the characters you should type.

but replace “

drive

” and “

directory

” with

In addition to this guide, the documentation on the OnePoint Messenger CD-ROM in Acrobat PDF format includes:

• OnePoint Messenger Administrator Guide (summarized bel ow)

• OnePoint Messenger Getting Started Guide (for turnkey installa- tions)

Supporting Documentation 15

• OnePoint Messenger User Guide (summari zed b el ow )

• PBX integration guides for:

• Centrex switches

• Fujitsu 9600

• Lucent Definity G3

• Mitel SX-200

• Mitel SX-2000

• NEC NEAX 2400, all versions

• Nortel Meridian

• From Brooktrout Technology:

• Getting Started with Show N Tel (installing and using soft- ware bundled with Show N Tel)

• Show N Tel System Administrator Guide (using Show N Tel Manager)

The OnePoint Messe nger Administrator Guide contains a system and task overview and component deta ils:

• Chapter 1 provides an overview of the unified messaging system and a task list at the end of the chapter that summarizes installation, configuration, maintenance, and performance tuning.

• Chapter 2 discusses configuring Exchange to provide unified messaging services f or users. It shows how to edit a us er profile, which you do during the installation.

• Chapter 3 details how to use the Unified Messaging Snap-in to Microsoft Manage ment Console (also known as TSAdmin) to se t the operation of the telephone interface. The elements that you need to conf igure to compl et e the basic insta llation, including the Message Center pilot and PBX settings, are det ailed in Chapte r 4, here (see “Using MMC to Create a Data Link Integration” on page 81).

• Chapter 4 details the fax services, which are not needed to get the basic answering servic es running, but you make choices about assigning fax resour ces during the installation, so you should understand what services the fax resources support.

• Chapter 5 provides an over view of th e operatio n and mai ntenance of OnePoint Messenger, summarizing the availa ble utilities.

• Chapter 6 covers system validation , and Chapt er 7 covers process tracing. These tools are the best for tr oubleshooting.

• Chapter 8 covers performance reporting.

• Chapter 9 discusses softwar e upgra de and lic ense s (See C hapte r 5 here (page 124) for a more detailed explanation.)

The appendixes in the OnePoint Messenger Administrator Guide that can help you diagnose and correct problems include:

• Appendix B—lists sources of information for the third-pa rt y components required for OnePoint Messenger (Appendix A here (page 163) also lists some of those contacts.)

• Appendix C—discusses the Windows NT Event View er and Telephony Server event messages.

• Appendix F—discusses the post office processes of Telephony Server, and provides tests and alternative configuration procedures for troublesho oting a failed installation.

The OnePoint Messenger Use r Guide describes how to us e OnePoint Messenger client features, including on Outlook additions, fax features, Web Client, and the Te lephone User Interface. The chapters most relevant to instal lation and troubleshooting are:

• Chapter 2—creating an Outlook profile and installing OnePoint Messenger on the client

• Chapter 3—using OnePoint Messenge r client c omponents in Outlook

• Chapter 7—using the Telephone User Interface (TUI)

• Appendix A—testing and using sound recording and playback functions on a PC

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 reference the document number that appears on the back of the cover page . Send your comments to:

techpubs@mitel.com

Access the most recent versions of the documentation through Mitel Online from the Mitel home page at:

http://www.mitel.com

Supporting Documentation 17

18 Chapter 1, Introduction

2. Preparing to Install

This chapter lists the hardware and software ne c essary to create a unified messaging environment with OnePoint Messenger version 2. It summarizes the instal lat ion process and components. For details on software and hardware requirements and options, see Appendix A (page 163). This chapter contains these sections:

Section Page What You Need for a OnePoint Messenger System

Hardware Requirements Software Requirements OnePoint Messenger Desktop Clie nts Administrator Rights Choosing a Network Topology OnePoint Messenger Server Components

Installation Summary 24 Testing and Troubleshooting 28 Uninstalling Components 30

What You Need for a OnePoint Messenger System

To create a OnePoint Messenger environment, you need two computers running Windows NT Server 4.0 (any version) with Service Pack 5, one for Microsoft Exchange and the other for Telephony Server, and both on the same LAN segment. The other necessary components are listed bel ow. For details, including optional hardware and software, see “Appendix A. Supported Hardware and Software” on page 163.

20 20 21 21 22 23

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, Issue 2, 12/12/00 19

Hardware Requirements

The following minimum requirements apply to both the Exchange Server computer and the Telephony Server computer to support 24 line card ports. For details, see the section “Server Sizing” on page 165 in Appendix A, “Supported Hardware and Software”.

• 256 MB

• 550 MHz Pentium III CPU (dual CPU is also allowed)

• 3GB disk space

• Network interface card (NIC) The Telephony Server also requir es the following:

• NMS line card(s) (up to 24 port s) to provide voice messaging

• Sufficient clearance above the motherboard to place the number of desired line and fax cards in the backplane

• Fax card if you want to provide fax messaging

Software Requirements

T o create the unified messagin g network with Telephony Server on one computer and Exchange on the second computer, you need:

• For the Exchange Server:

• Windows NT Server 4.0 with Service Pack 5

• Windows NT Server Option Pack 4 to install Internet Infor-

mation Server (IIS) 4.0

• Exchange 5.5 with its Service Pack 1 or 2

• For the Telephony Serve r:

• Windows NT Server 4.0 CD-ROM with Service Pack 5

• Outlook 98 with Service Pack 1 (Outlook 97 is no longer sup-

ported)

• OnePoint Messenger version 2.0 CD-ROM, which contains

both the server and cli ent compone nts. Inst all all sof twar e on the Telephony Server. Y ou the n move certain components to the Exchange Server and client PCs.

• Internet Explorer 4.01 with Service Pack 1 or later

• OnePoint Messenger license on floppy diskette—See

“Upgrading OnePoint Messenger Feature Licenses” on page 152 in Chapter 5.

20 Chapter 2, Preparing to Install

OnePoint Messenger Desktop Clients

End-user PCs can run Wi ndows 95, 98, or NT. To acc ess unified messaging through Outlook , use rs need the OnePoint Messenger client components, which are on the OnePoint Messenger CD-ROM. During the installat ion of OnePoint Messenger on the Telephony Server, a client folder is created on the Telephony Server. Then the installation instructions guide you through sharing that folder, so that you can install the client to users’ computers over the LAN.

You can provide users access to their mailboxes through supported Web browsers. Currently, those supported browsers are Netscape 4.0 or higher and Internet Explo rer 4.0 or hig her. To provide Web access, install Exchange 5.5 with Service Pack 1 or 2, Internet Information Server 4.0 (with Active Serv er Pages), and Outlook 98 (Outlook 97 is no longer supported.) To access mailboxes, a user can use any supported Web browser and any computer with a network or Internet connection to the Exchange Server. For details on user functionality, see Chapter 4 in the OnePoint Messenger User Guide.

Admini strator Rights

The installation instructions in Chapter 3 co ntain several ta sks for setting up administrator acc ounts, including:

• Exchange NT administrator: Set up an Exc hange administrator

NT account (page 37).

• Exchange forms author: Set permissions for the forms author in

Exchange (page 38).

• Telephony Server NT administrator: Set up an NT

Administrator Account with local rights and Outlook on the Telephony Server (page 40).

To create these administrator accounts, you log on to the domain as a domain administrator. Later in Procedure 3, you log on as the Exchange administrator and give account permissions to the Telephony Server administrator . You also log on to the local Exchange and Telephony Server computer s as their local administrators to give local administrator rights to the Telephony Server administrator.

You do not need to set up the accounts in exactly this way, but you need to have NT and Exchange training to understand your options.

What You Need for a OnePoint Messenger System 21

Choosing a Network Topology

What administrative accounts you create depends on how you design your network and how you divide responsibilities. The accounts and permissions described in Chapter 3 are based on these presu mpt ions:

• You divide responsibilities between at least two administrators.

• You give author access to both computers to the administrators.

• The Exchange Server is the Primary Domain Controller (PDC).

• The Telephony Se rver is a mem ber ser ver in the same NT domain as its primary Exchange Server. “Primary Exchange Server” means that the Exchange Server is the one that you designate during the OnePoint Messenger installation as the Exchange Server with which the Telephony Server will directly communi cate.

It is not neces sary that you create your network hierarchy and permissions in exactly the way descri bed. For example, you can set up the Exchange Server as a member server. If you do so, follow the installation directi ons here, but set up the administrative rights at the local level instead of the domain level. The critical condition for OnePoint Messenger is that installers and administrators have rights to manage Telephony Server and Exchange.

The factors that you must consider when designing your network topology are bey ond the scope of this document. The one benefit not usually considered in making the Exchange Server the Primary Domain Controller (PDC) is that use rs have easier access to Exchange when logging in through the Web. With Exchange as a domain controller, users can simply enter their names and passwords at the logon screen. Otherwise , the y must pr efac e thei r names with the domain name that administers their accounts.

Choosing Exchange Server Options

OnePoint Messenger supports and benefi ts from Microsoft Exchange multi-server functiona lity. Through its primary Exchange S erver ( see the definition above), Telephony Server collects information from all OnePoint Messenger mailboxes on the Exchange site. The Exchange Server also supports all mailbox replication functionality utilized in the Exchange enterpri se topo logy. For details on these concepts, see your Exchange documentati on.

22 Chapter 2, Preparing to Install

Call-Me/Meet-Me Conditio ns

Call-Me and Meet-Me are two ways that users can hear and record voice messages through their telephones while controlling the messages from their PCs. This is accomplished from Outlook by invoking a link to the t el ephone from the PC through the Telephony Server. T o pro vide this f acilit y, the client computer must be eith er in the sam e NT domain as the T elephony Server, or in a domain that has a twoway trust re lationship with the Telephony Se rver domain. Follow the directions in Chapter 4 (“Assigning Applications to Lines” on page 104) to enable the applicat ions a nd ports that provide the CallMe/Meet-Me service.

For details on client Call -Me/ Meet-Me features, see Chapter 3 of the OnePoint Messenger User Guide. To enable Call-Me on the Telephony Server, you must assign the telephony application “Notifications” to a port. See Chapter 4 (page 104) in this guide for details.

OnePoint Messenger Server Components

Review the role s and uses of the following OnePoint M es senger components, which appear during installat ion. For det ails o n the se ap pli cations, see the OnePoint Messenger Administrator Guide:

• Directory Initialization provides manua l directory updates on the Telephony Server. Directory Access Service (DAS), an automated update service, caches Exchange dir ectory informat ion on the Telephony Server, so you only need to invoke Directory Synchronization onc e. The applica tion is calle d automati cally by the OnePoint Messenger Installation Program. For details, see Appendix A of the OnePoint Messen ger Administrator Guide.

• License Install manages feature license installation and monitoring. F or de tails, see C hapte r 5 o f this gui de and C hapter 9 of the OnePoint Messenger Administrator Guide.

• Telephony Server Monitor (TSMon) and WinFT Watchdog manage OnePoint Messenger services. For details, see Chapter 5 of the OnePoint Messenger Administrator Guide.

• Show N Tel Runtime, from Brooktrout Technology, provides call processing, PBX in tegrati on, and o ther func tions. For d etail s, see Appendix G of the OnePoint Messenge r Administrator Guide, or the Brooktrout Show N Tel Manager User’s Guide, stored on the OnePoint Messenger CD-ROM as sntmgr guide.pdf.

What You Need for a OnePoint Messenger System 23

• The Telephone User Interface (TUI) provides routing menus and prompts, and a messaging interface to callers. You choose which of the available prompt langua ges to install —one or more of U.S. English, U.K. English, and Latin American Spanish (the use of up to two languages is bundled into the cos t of the base syste m; using a third requires purc has ing a license.) If you install more than one prompt language, the Telephony Server administrator can set which language to use for system prompt s and which to use as the defaul t for user mail box menus. Users can ove rrid e the default mailbox prompt set . For details, see Chapter 3 of the OnePoint Messenger Administrator Guide.

Other OnePoint Messenger components on the Telephony Server include:

• Post Office Network Gateway (PONG). PONG Server and PONG Client both reside on the Telephony Server. They run transparently as services, providing the messagin g inte rface between the telephone system and Exchange.

• OnePoint Messenger RAS components, including OnePoint Messeng er Trace Ma nag er, SNT Trace, System Ale rt Re po rt , System Reporting Program, System Service Tool, cvNotify, and Version Reader.

• TruVoice

Text-to-Speech, with Text-to-Speech Pronunciation

Manager© and TTS Dictionary Editor, for editing the pronunciation of words spoken by the TUI during e-mail Text-toSpeech conversion

OnePoint Messenger inclu des several software components that are installed on each end-use r clie nt PC to add unified messaging to Outlook. These components also provide fax services and Web access to mailboxes on Exchange. By default, they are stored in \OnePoint Messenger\Staging.

Installation Summ ary

This section contains a summary of the procedural sequence and an installati on overview from the perspective of each system—Telephony Server, Exchange Server, and client. Chapter 3 (page 31) presents a step-by step description of the installation of all necessary software for t he Excha nge Server and Telephony Server . The instructions in Chapter 3 are wri tten for the inst alle r who is starti ng with two bare PCs (network cards should be installed), without installe d oper-

24 Chapter 2, Preparing to Install

ating systems. The instructions do this in order to ensure that you install the operating system options critical to OnePoint Messenger. Variations on the theme include:

• If you already have Windows NT installed, you do not need to reinstall. Compar e the r ecommended Windows NT configuration with yours to make sure that you have what you need. If you need to update the operating system to support OnePoint Messenger, do so before you install OnePoint Messeng er unle ss otherwise noted in the OnePoint Messe nger release notes.

• If you have a system with OnePoint Messenger 2.0 already installed and simply need to set it up, see the Getting Started Guide for that system.

• If you have a system with OnePoint Messenger installed that you want to upgrade, see “Preparing fo r Service” on page 114 in Chapter 5. When upgrading from OnePoint Messenger 1.1 to OnePoint Messenger 2.0, you must remove OnePoint Messenger

1.1, install W indows NT Service Pack 5 on both the T elephony Server and Exchange Server, and replace Outlook 97 with Outlook 98 on the Telephony Server.

This guide does not detail the insta llation of Windows NT or Exchange beyond noting the critical components. For details on those products, see your Microsoft documentation. See sources of information for supporting software in Appendix B of the OnePoint Messenger Administrator Guide.

Install all OnePoint Messe nger software components from the CDROM to the Te lephony Server. The OnePoint Messenger softwar e

™

installation is automated using Installshield

. You are probably

very familiar with the Insta llshield interface, cons isting of a series of dialogs, on which you make choices, then usually click Next to proceed. Most dialogs contain a Back button, so you can back up through the installation to make changes in your choices.

If, after you finish the installation, you need to add an option, such as another prompt language, start the CD-ROM installation again. See “Using SmartUpdate for Backing Up and Restoring Configuration Files” on page 126 of Chapter 5. The OnePoint Messenger installation program does not r ei nstall components that a re al ready installed, so the process is quick. When you complete the part of the installation you need, you can cancel out of the program.

Installation Summary 25

Installation Seque nce Summar y

This section provides an overvie w of the installation proce dures. See also the hyperli nked lists at the beginning of Chapters 3, 4, and 5, the complete hyperlinked procedures list in Appendix C (page 207), and the form containi ng names and pa sswords in “ Names and Passwor ds ” on page 33 in Chapter 3.

• Procedur es 1, 2, and 3—These procedures cover the installation

of Microsoft components, including Windows NT, Internet Information Ser ver, Microsoft Excha nge, and Microso ft Outlook. If you already have Windows NT and Exchange installed, read this section to make sure you have the necessary optional components, including service packs. For details, see Appendix A, “Supported Hardware and Software” (page 163).

Installing line car ds is not critical at this time, but it is the best time to do, so you know what software to install in Procedure 4. See Appendix A, “Supported Hardware and Softwa re” (page 163) and Appendix B, “Adding Line and Fax Cards” (page 175).

Here, you also create Windows NT administrator accounts and set authoring permiss ions in Exchange Administrator. For details, see “Administrator Rights” on page 21 in this chapter .

• Procedur e 4—This is the installation of OnePoint Messeng er on

the Telephony Server. The OnePoint Messenger Installation Program inclu des installing other vendor components bundle d on the OnePoint Messenger CD-ROM, such as Show N Tel Runtime, which itself includes configuration tools for NMS and Brooktrout lineca rds.

• Procedur e 5—The Configuration Wizard integrates Telephony Server with Exchange. Here, you identify the primary Exchange Server, then the program copies necessary files from the Telephony Server to the Exchange Server.

• Procedur e 6—Run Director y Initializati on manual ly once to synchronize Telephony Server and Exchange directories.

• Procedur e 7—WinFT is installed, the last step in the automated OnePoint Messenger insta llation.

• Procedur e 8—Share Telephony Server directories for Exchange and client setup.

26 Chapter 2, Preparing to Install

• Procedur e 9—Set the Telephony Server security level.

Configure line and fax cards, if installed.

• Procedur e 10—Install the Web Client server application on

Exchange.

• Procedures 11 through 13—Install a test user and run user and

system tests. For details on testing, see “Testing and Troubleshooting” on page 28 in this chapter.

• Procedures 14 through 19—Chap ter 4 , “Int egrating the

Telephony Server with a PBX” on page 77, contains procedures for integrating the telephone switch with the Telephony Server using Show N Tel Manager. It includes the assignment of telephony appli catio ns t o individua l lines. The examples are for a Mitel SX-2000. For other PBXs, see the specific OnePoint Messenger integration guide.

Chapter 5, “Making Changes to OnePoint Messeng er” on page 111, includes a discussion of feature licenses and the use of the License Install utili ty, used during the OnePoint Messenger installation sequence in Chapter 3.

Installation Overview by Basic Component

This section re views the installation from the perspective of the basic components.

Microsoft Exchang e: Proce dure 1 covers installing Windows NT Server 4.0 and Exc hange, c reating adminis trator accounts, and sett ing Exchange author permissions. In Procedure 5 covers running the Configuration Wizard on the Telephony Server to set the integration between the Telephony Serve r and the Exchange Server, including adding programs and mailboxes onto the Exchange Server. Procedure 10 covers configuring a test user on Exchange.

Telephony Server: Procedure 2 covers installing Windows NT Server 4.0 on the Telephony Server. Procedure 3 covers installing and setting up the Telephony Server adminis trator account. Procedures 4–7 cover installing OnePoint Messenger on the Telephony Server, including Show N Tel and other subsystems. The Show N Tel files include configuration software for Brooktrout fax cards and NMS line cards. Procedure 5 integrates Telephony Server with Exchange.

In Chapter 4, yo u assig n tele phony a ppli cations t o li nes us ing Show N T el Runtime on Telephony Server.

Installation Summary 27

OnePoint M ess en g er C lie nt : Procedure 4 includes automatically copying client setup file s to the Telephony Server. Procedure 8 covers sharing the client directory on Telephony Server, so that you can install client compone nts over the network. Procedure 10 covers creating a test user accou nt on Exchange. Procedure 1 1 covers inst al ling test user software and running messaging tests. Chapter 5 covers uninstalling client components. Chapter 2 in the OnePo int Messen- ger User Guide also covers installing the Desktop Client software.

Line and Fax Cards: Review and fulfill at least the minimum requirements in Appendix A for the comput ers, switch, and cards. Follow the installat ion directions provided with the tel ephony hardware that you purchased. Appendix B contains installation notes on NMS, and Mitel AFC with NMS DSP cards.

Chapter 3 covers the installa tion of OnePoint Messenger software, but it also contains two procedures on hardware configuration.

• Procedur e 4 includes line car d and fax card hardware and software installation.

• Procedur e 9 provides anothe r opportunity to configure cards.

Telephone Switch (PBX): Follow the instructions in the OnePoint Messenger inte gration guide for yo ur PBX. Cha pter 4 here provi des a generalized vers ion of the instr uctions. To enhance the telephone user interface, see Chapter 3 of the OnePoint Messenger Administra- tor Guide.

Testing and Troubleshooting

Depending on whether and from where you plan to manage the messaging system remotely, you should consider setting up a telephone connection to the Telephony Server through a modem early in the installati on process. If you plan to use the modem to manage the system, you lose no time by installing it immediately. Then, if you encounter problems during installation, you can get more help from offsite ven dor support, enabling them to take over remote control of the Telephony Server to diagnose problems. You would set up a program like pcAnywhere that provides remote control. pcAnywhere is included with the turnkey version of the Telephony Server. It comes with its own installation and user guide.

When you complete the installation in Chapter 3, you have automatically validated the integration between Te lephony Server and Exchange, because the Configuration Wizard requires communica-

28 Chapter 2, Preparing to Install

tion with Exchange and produces error messages if the integration process is incomplete. If the Configuration Wizard fails to complete its task, one way to diagnose the pr oblem is to si mplify the number of potential points of failure. First, test the network connect ion. Make sure that your Telephony Server logon a ccount has the correct write permissions by testi ng to see if you can save file s on the Exchange Server from the Te lephony Server. Then try connecting the Telephony Server directly to another Exchange Server that is running a validated setup, possibly even one that already has the OnePoint M essenger components installed.

Procedures 11 and 12 cover setting up a test user (“client”) and sending OnePoint Messenger unifi ed message s to and from the client. This tests correct installation, unified messaging functionality, and communication between user s through Exchange.

Procedure 1 3 disc u sse s so ftw are v ali da tion te sting on the Telephony Server and on Exchange, and communication between systems. For details on testing and tra cing, see Chapter 6 in the OnePoint Messen- ger Administrator Guide.

If the test s in Chapter 3 i ndic ate problems with the installati on, check the Telephony Server Event Log. Even when the installation seems to go well, it is easy and useful to inspect the Event Viewer of both the Exchange and Telephony Server computer s to see what messages are generated by the installati on. Checking the Event Log before proceeding to the telephony setup in Chapter 4 can save you from needlessly going through thos e procedures if the setup is already flawed. Historically, problems at this stage have been the result of incorrectly assigning permissi ons to administrative accounts or not following special install ation notes in the release notes.

If you find error messages in the Event Log that you cannot easily remedy, consider reinstalling, which you can do without removing OnePoint Messenger. However , to be absolutely sure of a clean installati on, you mig ht want to reformat your drives and start over. See Chapter 5 (“Reinstall ing OnePoint Messenger” on page 125) in this guide for more discussion on this subject.

Once you have completed the telephony configuration in Chapter 4, the potential for encountering operational problems escalates, because of the interdependence of computers, software, peri pherals, LAN, and telephony components. After starting the system for the first time, the Show N Tel error log (click the “dynamite” icon in Show N Tel Manager) is usually the best place to look, because incorrect IRQ and I/O address settings on the line cards, a common prob-

Testing and Troubleshooting 29

lem, generate error message s here. Communi cati on processi ng error s that appear in the NT Event Log are often simply symptoms of the problems more accurately reflected in the Show N Tel Error Log.

Trouble shooting the full array of potential problems is beyond the scope of this manual. For details on individua l components, refer to their manufacturer s’ documentation. For issues with software components, refer to the chap t er that ad d ress es the part icu l ar component in the OnePoint Messenger Administrator Guide. Chapter 1 in that guide provides an overview of the tools and their chapters. See also “Supporting Documentation” on page 15 in Chapter 1 of this guide.

Uninstalling Components

You cannot install OnePoint Messenger 2.0 over OnePoint Messenger 1.1 on the Telephony Server and clients, but you can install version 2.0 over the version 1.1 Exchange Extension. Other than upgrading from version 1.1 to 2.0 , you can genera lly install over existing versions of OnePoint Messenger server software. You cannot install client upgr ades over existing versions.

For details on removing components, reinstalling, and upgrading OnePoint Messenger component s and licenses, see Chapter 5 (page 1 11).

If you start with a fresh installation and discover that you made a wrong entry, you can usually back up several scree ns in the installation sequence, or reinstall with the same version, entering the information that you want to change. The reinstal lation process requires that you go through the same sequence, but change d files are overwritten, so the process goes much faster. You might get alerts from the Show N Tel installation about the license and the directory path, which you can ignore.

30 Chapter 2, Preparing to Install

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