Mitel OnePoint Messenger Users Guide
User Guid e
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 wa y as a c ommit ment by MITEL or any o f its affiliates or
subsidiaries. MITEL and its affiliates and subsidiaries assume no
responsibility for any error or omissions in this document. Revisions of
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Mitel Corporation.
OnePoint, MITEL, MiTAI, Host Command Interface, HCI, SUPERSET,
SX-200 and SX-2000 are trademarks of Mitel Corporation. Windows 95
and Windows NT are trademarks of Microsoft Corporation. INTEL, 486,
80486 and Pentium a re trade marks of Intel Corporati on. All other pro duct
names specified in this document are trademarks of their corresponding
owners.
OnePoint Messenger User Guide
PN 9164-120-110-NA, Issue 2
OnePoint Messenger Release 2.0
December 7, 2000
, Trademark of MITEL Corporation.
,
Copyright 2000
, MITEL Corporation.
All rights reserved.
Printed in Canada.
Mitel OnePoint Messenger™ User Guide
Table of Contents
About This Guide ............................................................................ 15
How to Use This Gu id e ............................ .. .. ................ .. ............... ... .. ......15
Conventions Used in This Guide............................................................16
Typeface in Commands.................................................................................... 16
Other Documentation...............................................................................16
Getting Online Help........................................................................................... 17
Contacting Mitel Technical Publications ........................................................ 17
Where to Go from H er e ............ ... ............... .. ............................... .. ...........18
1. What OnePoint Messenger Can Do for You.............................. 19
What Is OnePoint Messenger and Unified Messaging? .......................19
What’s New in OnePoint Messenger 2.0......................................................... 20
OnePoint Messenger Highlights...................................................................... 21
Using OnePoint Messenger Creatively........................................................... 22
OnePoint Messenger Messaging Interfaces..........................................23
What You Can Do with OnePoint Messenger on a PC................................... 24
Playing and Viewing E-mail, Fax, and Voice Messages...................................................25
Managing Your Mail ...................................... .................................. ...... ..... ......................26
Recording Greetings and Spoken Name............................................................................27
What You Can Do with OnePoint Messenger on a Telephone...................... 27
Post Office Resiliency .......................................................................................................28
Using Voice Profile for Internet Mail (VPIM) ..........................................28
Communicating with Users of Other Voice Mail Systems ............................ 29
Communicating with Remote OnePoint Messenger Users........................... 30
Distribution Lists ...............................................................................................................30
How OnePoint Messenger Works...........................................................31
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Using OnePoint Messenger on Windows with Outlook .................................32
Using OnePoint Messenger with a Web Browser...........................................32
Using the Telephone User Interface (TUI)........................................................33
Setting OnePoint Messenger User Options...........................................34
Terms and Components......................................... .. ...............................35
Software Components.......................................................................................36
Outlook Interface ................................. ...... ....... ............................................. ....37
Address Books and Distribution Lists...............................................................................37
Personal Message Folders.................................. ..... ..........................................................38
Messages, Compound Messages, and Sibling Messages..................................................38
File Formats........................................................................................................39
Where to Go from H er e........................... .. ............................... .. .............. 4 0
2. Installing OnePoint Messenger Client Components..................43
OnePoint Messenger Installation Requirements ..................................43
What Comes with OnePoint Messenger ..........................................................44
What You Need on Your PC ..............................................................................44
Preparing Your PC for OnePoint Messenger.........................................45
Installing Desktop Multimedia ......................... ...... ....... ...... ....... ...... ...... ...........45
Installing Outlook . ...... ...... ....... ...... ....... ...... ....... ...... ....... ....................................45
Setting Network Access ....................................................................................46
Setting the Security Level.................................................................................................47
Creating an Exchange Transport Profile .........................................................48
Modifying your Exchange Transport Profile ...................................................51
Installing the OnePoint Messenger Client.............................................52
Testing the OnePoint Messenger Client..........................................................55
Version Reader...................................................................................................56
Removing OnePoint Messenger from Your PC.....................................57
Setting Up Web Access to Exchange.....................................................57
Testing Your PC Sound Setup and Volume Levels ..............................58
Where to Go from H er e........................... .. ............................... .. .............. 5 8
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3. Using OnePoint Messenger with Outlook.................................. 61
Starting Outlook and Connecting to Your Mailbox...............................62
Logging into Your Exchange Mailbox from a Different PC........................... 62
Getting Onli n e Help....... ... .. ............... ... ............... .. .. ................ .. ...............62
Overview of OnePoint Messenger Elements in Outlook ......................63
OnePoint Messenger Commands on Main Screen Menus.................................................65
OnePoint Messenger Buttons Added to the Outlook Toolbar...........................................65
Inbox Message Summary (Inbox List) ..............................................................................66
Unified Message Icons in the Inbox List...........................................................................66
Folders ...............................................................................................................................67
Working with Unified Messages in the Inbox List.................................67
Modifying Long Outlook Toolbars................................................................... 67
Selecting Unified Messages............................................................................. 68
Opening Unified Messages .............................................................................. 68
Using Message Preview Options.......................................................................................69
Using the Preview Pane.....................................................................................................69
Closing Messages............................................................................................. 70
Managing Messages from the Inbox ............................................................... 71
Marking Messages as Read or Unread ..............................................................................72
Marking a Message as Unread...........................................................................................73
Using Subfolders................................................................................................. 74
Playing Voice Messages..........................................................................74
QuickPlay........................................................................................................... 75
Choosing between Telephone and Desktop Audio ....................................... 76
Choosing a Remote Access Method..................................................................................77
Choosing between Call-Me and Meet-Me........................................................ 78
Using Call-Me and Meet-Me.............................................................................. 79
Playing Audio Using Call-Me/Meet-Me ...........................................................................82
Using the Unified Fax Printer with Call-Me/Meet-Me .....................................................82
Ending a Call-Me/Meet-Me Session..................................................................................83
QuickPick and the Unified Read Message Form...................................83
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Interpreting the Message Sequence ................................................................85
Message Form Components.............................................................................86
QuickPick and Read Message Form Toolbar....................................................................88
Unified Message Player Controls......................................................................................88
Using QuickPick and the Read Message Form...............................................89
Using QuickPick and Auto-play with Unified Messages................................91
Creating Unified Messages.....................................................................91
Recording a Voice Message .............................................................................92
Unified Message Attachment Icons and Labels................................................................94
Considering your Recipient’s Messaging LImitations ...................................95
Sending Voice Attachments..............................................................................................95
Replying to Callers............................................................................................................96
Using Text in Unified Messages.......................................................................................97
Addressing and Sending Unified Messages .........................................98
Sending your Message........... ...... ....... ...... ....... ...... ....... ...... ....... ...... ...... ....... ....9 9
Saving and Deleting Unified Messages ............................. ....................99
Deleting Messages..................................... ....... ...... ....... ..................................100
Printing Messages ...................... .................................................... .......100
Where to Go from H er e........................... .. ............................... .. ............10 1
4. Web Access to Exchange............................................................103
What You Can Do with the Web Client.................................................103
Choosing between the Web Client and Outlook to Access Messages.......104
Connecting to Your Mailbox through the Web....................................105
Errors on Logon...............................................................................................106
Downloading Plug-ins .....................................................................................106
Netscape Plug-in .............................................................................................................107
Introduction to the Web Interface............................. ................... .........108
Using Web Client Online Help ........................................................................108
Web Client Main Screen ..................................................................................109
Sorting the Message List.................................................................................................109
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Inbox Toolbar Buttons.....................................................................................................109
Inbox Message List......................................................................................... 110
Other Folders................................................................................................... 111
Outlook Bar......................................................................................................................111
Playing Voice Messages In the Web Client..........................................112
Managing Messages In the Web Client......................................... .......115
Sorting Messages in the Web Client Inbox................................................... 115
Marking as Read or Unread............................................................................ 116
Deleting Incoming Messages........................... ...... ....... ...... ...... ..................... 116
Creating Messages In the Web Client .................................................. 116
Recording Voice Messages............................................................................ 118
Attaching Other Files To Your Message.........................................................................119
Recording Multiple Voice Messages...............................................................................120
Saving Draft Messages ....................................................................................................121
Addressing and Sending Messages.....................................................121
Finding an Address in the Directory ............................................................. 122
Where to Go from H er e ............ ... ............... .. ............................... .. .........123
5. Using OnePoint Messenger Fax Features ................................ 125
OnePoint Messenger Fax Options...................................... ..................125
Unified Fax Printer Overview ......................................................................... 127
Overview of Fax Options Using a Telephone............................................... 127
Creating Faxe s...................... .. .. ................ .. ................ .. ..........................1 2 8
Creating Faxes with Unified Fax Printer....................................................... 128
Using QuickFax to Send a Fax to a Fax Machine...........................................................129
Sending Faxes through Outlook....................... .. ..................................131
Creating Faxes Offline.................................................................................... 132
Creating Faxes with the Fax on Demand Service........................................ 133
Viewing and Annotating Fax Messages...............................................133
Organizing Faxes ............................................................................................ 134
Viewing the Fax............................................................................................... 135
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Using Imaging for Windows............................................................................135
Using the Imaging for Windows Toolbar.......................................................................137
Rotating a Fax ..................................................................................................137
Using Thumbnail Views .................................................................................................137
Zooming In and Out of a Fax ..........................................................................138
Annotating Faxes.............................................................................................139
Using Imaging for Windows Annotation Tools..............................................................139
Combining Documents....................................... ..... .................................. ...... ...... ..........141
Forwarding or Answering a Fax......................................................................................141
Saving Faxes ...................................................................................................................142
Printing Faxes ......................................................... .................. .............142
Using A Telephone to Access Fax Features .......................................143
Setting Your Fax Delivery Number.................................................................143
Sending Faxes to a OnePoint Messenger User by Phone ...........................145
Method 1: Send a hardcopy fax via the Message Center................................................145
Method 2: Send a hardcopy fax after you leave a voice message...................................146
Method 3: Send a fax message from your own mailbox.................................................146
Method 4: Use the OnePoint Messenger Direct Inward Dial (DID) feature................... 147
Method 5: Send a walkaway fax via the Message Center...............................................147
Routing Fax and E-mail Messages to a Fax Machine...................................147
Routing Method 1: Route the message to your default fax phone number.....................149
Routing Method 2: Route the message to the online fax machine..................................149
Routing Method 3: Route the message to another fax machine......................................150
Using Fax on Demand .....................................................................................150
Where to Go from H er e........................... .. ............................... .. ............15 1
6. Setting Preferences.................................... ....... ....... ............. ......153
Preferences Overview............................................. .. .............................153
Telephone Settings Available on Your PC.....................................................154
Greetings Overview .........................................................................................154
How the TUI Selects which Greeting to Play.................................................................155
Setting Preferences on the Unified Messaging Tab ...........................156
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Recording and Setting Your Name and Greeting.................... .. ..........157
Changing your Telephone Passcode............................................................ 159
Using the Out of Office Assistant to Alert Contacts...........................160
Creating a Telephone Message Alert................................................... 161
Where to Go from H er e ............ ... ............... .. ............................... .. .........163
7. Using OnePoint Messenger from a Telephone ........................ 165
Overview of Telephone User Interface Functions ...............................166
Automated Attendant and Message Center.................................................. 166
Dial by Name.................................................................................................... 168
Example of Using Dial by Name.....................................................................................169
Routing Calls in a Multi-site Organization......................................................................170
Faxing and Paging .......................................................................................... 171
Learning to Use the TUI.........................................................................171
OnePoint Messenger TUI Diagram ................................................................ 173
List of TUI Menus ............................................................................................ 176
Menu A: Incoming Call...................................................................................................176
Menu B: Main..................................................................................................................177
Menu C: Play Message ................................................................................ ...... ...... ........177
Menu E: Make Message ..................................................................................................178
Menu F: Recipient Management......................................................................................179
Menu G: Message Addressing Options...........................................................................179
Menu H: User Options.....................................................................................................179
Menu I: Advanced Options..............................................................................................179
Menu J: Fax Storage Options...........................................................................................180
Menu K: Change Your Default Fax Number...................................................................180
Menu L: Record Name ....................................................................................................180
Menu M:
Change
Greeting............................................................................................180
Menu ME: Enable Greeting............................................................................180
Menu MR: Record Greeting...........................................................................181
Menu N: Inbox Options...................................................................................................181
Menu O: Text Playback Options .....................................................................................181
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Menu P: Pager Options ...................................................................................................181
Menu Q: Outside Caller Messaging................................................................................182
Handling Incoming Messages from a Telephone......................... .......183
Message Waiting Indicator..............................................................................183
Accessing Your Messages from within Your Mailbox..................................184
Message Play Order ........................................................................................................185
Menu C: Message Playback............................................................................................186
Menu D: Fax Transmittal Options ..................................................................................188
Making Messages from a Telephone....................................................189
VPIM Messaging ... ...... ...... ....... ...... ....... ............................................. ...... ....... ..19 0
Menu Q: Outside Caller Messaging................................................................190
Making Messages from Your Mailbox............................................................191
Menu E: Make Message..................................................................................................193
Message Addressing Options (Menu G).........................................................................193
Recipient Management (Menu F) ...................................................................................194
Responding to a Message to You....................................................................................194
Sending Messages to Distribution Lists..........................................................................195
Setting Telephone User Interface Options ..........................................196
Changing your Telephone Passcode from the TUI.......................................197
Changing your Name or Greeting from the TUI ............................................198
Setting Advanced TUI Options (Menu I: Advanced Options).......................199
Setting Fax Options.........................................................................................................199
Setting Pager Options......................................................................................................199
Message Delivery Paging................................................................................................200
Setting Inbox Options (Menu N: Inbox Options)...........................................201
Text Playback Options (Menu O: Text Playback Options)...........................202
Where to Go from H er e........................... .. ............................... .. ............20 3
A. Tuning Your Multimedia Setup ...............................................205
Testing Your PC Sound Setup and Volume Levels ............................205
Setting Playback and Recording Volumes..........................................206
Troubleshooting Playback..............................................................................207
x
Troubleshooting Recording........................................................................... 207
B. Standard Windows Controls .................................................... 209
Windows Controls..................................................................................209
Scrolling........................................................................................................... 209
Title Bar, Menu Bar, and Toolbar..................................................... .. ...210
Using Toolbar Buttons ................................................................................... 210
Status Bar ........................................................................................................ 210
Control Menu................................................................................................... 210
Restore, Maximize, and Minimize Boxes........................................................................211
Displaying Menus............................................................................................ 211
Choosing Commands from Menus..................................................................................212
Moving Around in Dialog Boxes.....................................................................................212
Using Windows WinHelp for Online Help ............................................212
Index............................................................................................... 215
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, Issue 2, 12/7/00 xi
Figures
Figure 1-1 OnePoint Messenger Unified Messaging Network. ...............................31
Figure 2-1 DCOM Dialog ........................................................................................47
Figure 2-2 First Screen of Exchange Setup Wizard .................................................49
Figure 2-3 Second Screen of Exchange Setup Wizard .............................................49
Figure 2-4 Third Screen of Exchange Setup Wizard ...............................................50
Figure 2-5 Setup Wizard, Personal Address Book Path ...........................................50
Figure 2-6 Services Dialog .......................................................................................51
Figure 2-7 Add Serice to Profile Dialog .................................................................52
Figure 2-8 Microsoft Exchange Server, General Tab ..............................................52
Figure 2-9 Version Reader .......................................................................................56
Figure 3-1 Outlook Main Screen, Folder View ........................................................64
Figure 3-2 In-cell Editing in Outlook Inbox List .....................................................72
Figure 3-3 Unified Messaging Tab ..........................................................................79
Figure 3-4 Call-Me/Meet-Me Connection Dialog ....................................................81
Figure 3-5 Call-Me Connection Status Message ......................................................81
Figure 3-6 Call-Me Connection Confirmation Message ..........................................81
Figure 3-7 Meet-Me Status Window ........................................................................82
Figure 3-8 QuickPick Window .................................................................................84
Figure 3-9 Unified Read Message Form .................................................................85
Figure 3-10 The Unified Message Player ...................................................................89
Figure 3-11 OnePoint Messenger Recorder ...............................................................93
Figure 3-12 New Unified Message Form ...................................................................94
Figure 4-1 Browser Logon Screen and Password Screen ......................................105
Figure 4-2 Netscape Plug-in Download Start Dialog .............................................107
Figure 4-3 Netscape Plugin Download Security Alert ...........................................107
Figure 4-4 Web Client Main Screen. ......................................................................108
Figure 4-5 Message List Sort Options ...................................................................109
Figure 4-6 Web Client Read Message Form, Voice Message ...............................113
Figure 4-7 Two Voice Messages on One Form .....................................................114
Table 4-1 Read (Incoming) Message Form Toolbar Buttons............................... 115
Figure 4-8 Message Summary Delete Check Box ................................................116
Figure 4-9 Web Client New Unified Message Form .............................................118
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Figure 4-10 Voice Recorder. ....................................................................................118
Figure 4-11 Mail Form, Attachments Tab ..............................................................120
Figure 5-1 Unified Fax Printer Dialog ...................................................................129
Figure 5-2 Personal Fax Cover Page Generator .....................................................130
Figure 5-3 Unified Read Message Form with Fax Attachment ............................134
Figure 5-4 Inbox, Message Type Indicator Sort Button .........................................135
Figure 5-5 Fax Displayed in Imaging for Windows .............................................136
Figure 5-6 Imaging for Windows Toolbar for Page Manipulation ........................137
Figure 5-7 Page and Thumbnail View ...................................................................138
Figure 6-1 Unified Messaging Tab ........................................................................156
Figure 6-2 Recorder ...............................................................................................157
Figure 6-3 Out of Office Assistant .........................................................................160
Figure 6-4 Outlook Inbox Assistant Telephone Message Alert .............................162
Figure 7-1 Menu Item Format Description ............................................................173
Figure 7-2 OnePoint Messenger Telephone User Interface ...................................174
Figure A-1 Control Panel, Multimedia Properties ..................................................207
Figure B-1 Outlook Help Menu ..............................................................................213
Figure B-2 Help Index ............................................................................................214
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xiv
About This Guide
This guide describes how to install and use the client components of
OnePoint Messenger™, a multimedia messaging application from
Baypoint Innovations that consolidates voice mail, fax, e-mail, and
compound messages i n one Microso ft Ex change™ mailb ox. You can
access this mailbox from a te lephone or a PC runn ing W indo ws 95™,
Windows 98™, or Windows NT™. On a PC, you can use a compatible version of Microsoft Outlook™ or a compatible Web browser
(see Chapter 2, page 43).
Section Page
How to Use This Guide 15
Conventions Used in This Guide 16
Other Documentation 16
Where to Go from Here 18
How to Use This Guide
This manual is written for the end user. It also contains instructions
that will be useful to the installer of the client components of
OnePoint Messenger.
If you are an end user, see Chapter 1 (page 19) for an overview of the
features that are expl ained in each cha pter . See also the “Wher e to Go
from Here” heading that appe ars bel ow (and at the end of every chap ter) for chapter summaries. In Acrobat, blue text, such as in the chapter contents list abov e, indicat es hyperli nks that you ca n click to jump
to the referenced spot.
NOTE: OnePoint Messenger has many optional features, such as
text-to-speech, paging notification of unified messages, and Web
access to your mailbo x. As k your system a dminist rato r what featu res
are enabled for you.
OnePoint Messenger User Guide
, Issue 2, 12/7/00 15
If you are the installer, you can use the instructions in Chapter 2
(page 43) to install OnePoint Messenger on each user’ s PC. Als o, see
the OnePoint Messenger Installation Guide.
If you are the administrator, you can use this guide as a resource to
answer users’ ques tions a bout OnePoi nt Messeng er. It is not intended
as a substitute for Microsoft Outlook and Web browser documentation or for th e OnePoint Messenger Administrator Guide.
Conventions Used in This Guide
The word “press” is used with keyboard commands, and the key
names are shown in brackets, with initial capitals, such as “Press
[Enter].”
Menu names, menu commands, and bu tton names a re shown in bold.
For example, “From the File menu, choose Save.”
The word “select” is used to identify options in a dialog box. Generally, you would click something in the dialog, such as an item in a l ist
or a radio button, but you us ual ly can select the item by navig at ing to
it with keys —usually the Tab key.
Italic type indicates titles of publications and variables.
Typeface in Commands
For statements in command syntax format,
type like this
indicates the c haracter s you sh ould type , and italic
small monospace
type designates the variables that you are to replace with other information. For example, in the following command, you type the word
“install” but replace “drive” and “directory” with the names of the
drive and directory you’re using:
\\(drive)\(directory)\
install
Other Documentation
The OnePoint Messenger documentation set includes:
•This OnePoint Messenger User Guide
• OnePoint Messenger Qu ick Reference Card for the telephone
• Online help and training cards; see the next section.
• Documentation for insta llers and admi nistrators
16 About This Guide
Getting Online Help
OnePoint Messenger has online help for each of its three mail clients:
• The “desktop” OnePoint Messenger (Outlook and Unified Fax
Printer) help is descri bed in “Getting Online Help” on page 62 in
Chapter 3. See also “Using Windows WinHelp for Online Help”
on page 212 in Appendix B.
• The Web Client interface, described in Cha pte r 4 (page 103), provides links to two sets of HTML-based online help, one for
Microsoft’s Outlook Web Access, and one for the OnePoint Messenger Web Client additions that provide unified messaging.
• The OnePoint Messenger Telephone User Interface (TUI) provides some help; press [00] in each TUI menu. Details on using
the TUI are contained in Chapter 7 (page 165).
To open a set of “training cards”, online help for the most common tasks using OnePoint Messenger on Outlook:
Click the Windows Start button, then choose Programs, then
OnePoint Messenger, then Help.
Note that the last item in the training card list is a link to the full
online help for OnePoint Messenger on Outlook.
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
Other Documentation 17
Where to Go from Here
NOTE: This heading appea rs at the end of each cha pter to gi ve you a
preview of the remaining chapters.
• For a general overview and definitions of terms used in the
OnePoint Messenger product suite, see Chapter 1, “What
OnePoint Messenger Can Do for You” on page 19 .
• To install OnePoint Messenger on your PC, see Chapter 2,
“Installing OnePoint Messenger Client Components” on page 43.
• To use OnePoint Messenger to send and receive voice messages
and other mail through Outlook, see Chapter 3, “Using OnePoint
Messenger with Outlook” on page 61.
• To use OnePoint Messenger on the World Wi de Web with
Internet Explorer™ and Netscape™ to receive and send voice
messages, see Chapter 4, “Web Access to Exchange” on
page 103.
• To use OnePoint Messenger to view, annotate, create, and send
faxes via telephone or e-mail, see Chapter 5, “Using OnePoint
Messenger Fax Features” on page 125.
• To use your PC to configure or modify the telephone user
interface, such as recording your name and greeting announced
on the telephone, see Chapter 6, “Setting Preferences” on
page 153.
• To learn how to use the Telephone User Interface (TUI), see
Chapter 7, “Using OnePoint Messenger from a Telephone” on
page 165.
• To learn how to test your multimedia controls, see Appendix A,
“Tuning Your Multimedia Setup” on page 205.
• To learn about standard Windows controls, which are used with
Outlook, see Appendix B, “Standard Windows Controls” on
page 209.
• To find a desired topic, see the Table of Contents or the index of
this book.
18 About This Guide
1. What OnePoint Messenger Can Do for You
This chapter introduces you to OnePoint Messenger and explains the
program’s terms and concepts. It contains the following sections:
Section Page
What Is OnePoint Messenger and Unified Messaging? 19
What’s New in OnePoint Messenger 2.0 20
OnePoint Messenger Messaging Interfaces 23
Using Voice Profile for Internet Mail (VPIM) 28
How OnePoint Messenger Works 31
Setting OnePoint Messenger User Options 34
Terms and Components 35
Where to Go from Here 40
What Is OnePoint Messenger and Unified Messaging?
OnePoint Messenger is a suite of client and server software components that brings unified messaging to your telephone and PC. Uni-
fied messaging is the combination of voice mail, fax, and e-mail in a
single Inbox with a sin g le poi nt of u ser admi nistration, thus the n ame
“OnePoint Messenger”. However, although you have a single Inbox,
you have multiple ways to a ccess it. See “OnePoint Messenger Mes-
saging Interfaces” on page 23.
In OnePoint Messenger, a unified message is any message that you
create with OnePoint Messenger tools, either with the New Unified
Message form that OnePoint Messenger adds to Outlook or a telephone message, including fax, stored by OnePoint Messenger on
Exchange. Even if yo u use the New Unified Mess age form simply to
create a text e-mail message, we consider it a unified message. This
OnePoint Messenger User Guide
, Issue 2, 12/7/00 19
distinction is important for several reasons. It affects what messages
are available to some OnePoint Messenger users over the telephone
or through their pagers. Unified messages have special icons that
provide utility such as more sorting options and message component
access through QuickPick and QuickPlay, features added to Outlook
by OnePoint Messenger.
What’s Ne w in OnePoint Me ss enger 2.0
New features in this releas e include:
• Support for the “.wav” sound file format for voice messages,
while continuing to support the “.cvv” format for existing voice
messages. See Chapter 3 (page 61).
• Calling Line Information ( CLI), which is the name or phone n um-
ber of the ca ller. It appears in the Subject field of a m essage
when sent from a telephone. When leaving a telephone message
for a OnePoint Messenger user, you can also change the number
that appears. See Chapter 7 (page 165).
• Fax Gateway, which enables you to send a fax or text message
directly to a fax machine from Outlook.
• Latin American Spanish telephone user interface (TUI) prompts
can be installed on the Telephony Server, in addition to British
and American English, to allow you to have a choice of TUI languages separately at the system level and within your mailbox.
• Message delivery fault toler ance—When the Micros oft Exchang e
goes offline, OnePoint Messenger continues to take and store
telephone messages. When Exchange comes up, the messages
are delivered, providi ng an extra degre e of “guarante ed delivery”.
See “Post Office Resiliency” on page 28.
NOTE: This feature is not yet operational.
• Multiple greetings, which you can record and set for various conditions both from the telephone and from Outlook. See
Chapters 6 (page 153) and 7 (page 165).
• Outlook 2000 support, in addition to Outlook 98 (Outlook 97 is
not supported)
• QuickFax, which enables you to create and send a fax directly to
a fax machine from any application along with the option to create a personal cover page or use a system fax cover page. See
Chapter 5 (page 125).
20 Chapter 1. What OnePoint Messenger Can Do for You
• QuickPlay, which adds enhanced voice message playing options
directly from the Outlook Inbox list, including support for CallMe/Meet-Me. See Chapter 3 (page 61).
• Voice Profile for Internet Mail (VPIM) support, which enables
you to receive voice messages in your Inbox from other voice
mail systems. With a separate site feature license, you can also
send VPIM messages. See “Using Voice Profile for In ternet Mail
(VPIM)” on page 28. You can send the same message to a VPIM
address, standard e-mail address, and a fax machine.
• You can now change you telephone passcode from Outlook without having to remember your current passcode. See Chapter 6
(page 153).
OnePoint Messenger Highlights
With OnePoint Messenger, you can:
• Access both your e-mail and voice mail from any phone or PC.
• From any telephone, you can cal l your ma ilbox and list en to your
e-mail converted to speech for you by t he Text-to-Speech feature.
• From any telephone , you can reply to and forward e-mail, voice
mail, and faxes, includi ng message s sent from ano ther voi ce mail
system.
• Create and send compound multimedia messages on your PC
desktop or telephone. Unified messages may include graphic or
text components and voice, fax, and other types of attachments.
• Send and receive messages through the Internet to other Internetenabled (“VPIM-compliant ”) voice mail systems.
• Perform advanced fax c reation , viewi ng, and manage ment. Anno tate faxes on your desktop and forward them directly to a fax
machine or to any e-mail account or VPIM-compliant voice mail
system. The Text-to-fax feature means you can convert any document to a fax, and also download text email to a fax machine.
• Add phone messages to advanced Outlook file management,
including integration with My Computer, Web “Favorites,” personal folders, and public folders on Exchange.
• Record telephone greetings for vari ous conditi ons, rangin g from a
busy-phone greeting to an extended out-of-office greeting, from
either your PC or telephone.
What Is OnePoint Messenger and Unified Messaging? 21
Using OnePoint Messenger Creatively
OnePoint Messenger users with cellphones and long commutes
appreciate telephone features such as Text-to-Speech, forwarding
messages to fax machines, sending voice messages to distribution
lists, and getting paged when urgent message arrive.
Desk-bound users appreciate the OnePoint Messenger “Quick” features in Outlook—QuickPick, QuickPlay, and QuickFax—and the
ability to manage telephone messages as e-mail, such as forwarding
or replying to telephone messages as e-mail.
The combination of telephone and e-mail in one interface with a
graphical u ser interfaces enables synergies, such as so rting all messages by sender or storing related messages in one subfolder.
Typically, old telephone messages stack up because, to remember
what an old message contains, you must listen to each message in
sequence. OnePoint Mess enger essentially tu rns those messages into
e-mail with voice attach ments, so, not only ca n you point and clic k to
access any message, you can make comments on the Subject field to
remind you of the subject matter or sender, set importance or
reminder flags, and add text or voice comments on the body of the
message. Also, OnePoint Messenger adds the QuickPlay button to
the Outlook Inbox (see page 74), so you can scan voice messages by
jumping from one to any other one.
QuickPick (see page 24) is another time-saving feature that is especially useful for accessing particular components in a message that
contains multiple attachments or a sequence of replies.
If you are travelling, you can download all your messages onto your
laptop before you leave. While t ravell ing, you ca n access your Inbox
by using either Web Client (see page 103 in Chapter 4) or a Meet -M e
connection (see page 82 in Chapter 3). You can use any PC with
Internet access. You can route text messages or faxes from your
Inbox to any fax machine, so you don’t need a printer.
OnePoint Messenger’s fax functionality also provides a number of
incidental benefits. A fax machine becomes a scanner to import documents into your I nbo x. I n t he ot her di rection, you can c rea te review
documents from any application by turning the document into a fax
image and sending it either as a fax or as e-mail.
22 Chapter 1. What OnePoint Messenger Can Do for You
OnePoint Messenger Messaging Interfaces
OnePoint Messenger provides automated telephone answering and
messaging, and it interfaces with the Microsoft Exchange e-mail
server to give you acc ess to all your messa ges from your computer or
any telephone. It also provides several ways for you to send faxes.
OnePoint Messenger provides three ways for you to access your
Inbox:
Telephone: You can access your mailbox from any telephone to
retrieve and send voice and fax messages and text e-mail. You can
reply to or forward incoming messages, route messages to a fax
machine, and create new messages. See Chapter 7 (page 103) for
details on the Telephone User Interface (TUI).
Outlook: OnePoint Messenger adds your t elepho ne mess ages t o y our
Outlook e-mail and enables you to more easily create messages with
voice and fax content. See Chapter 3 (page 61) for details on using
OnePoint Messenger with Outlook.
Desktop Fax: You can choose the Unified Fax Printer from any
application that ha s a pr int menu. The Unified Fax Print er di alo g has
several options for creating faxes, now including QuickFax for sending a fax directly to a fax machine. See Chapter 5 (page 125) for
details on faxing.
Web: The Web i nterface to your mai lb ox provides you access to both
your e-mail and t el ephone messages from any co mp ute r connected to
the Internet or your LAN. The Web client provides most of the same
functionality as Outlook and simul at es th e Outl ook int er fa ce for easy
use. The main difference is that the Unified Fax Printer does not
automatically create fax attachments in the Web client. See Chapter 4
(page 103) for details on using Web Client.
To access and create unified messages from either a Web browser or
Microsoft Outlook™, see “What You Need on Your PC” on page 44
in Chapter 2). Compatible Web browsers are Internet Explorer
4.0™+ or Netscape 4.0™+ (se e page 44) on any Windows 95 (or
higher) PC connected to the network or the Internet.
OnePoint Messenger Messaging Interfaces 23
What You Can Do with OnePoint Messenger on a PC
The OnePoint Messenger features that you can access on your PC
depend on what features your organization has set up for you on the
Exchange and Telephony Servers.
At the most basic level, your Inbox may have no unified messaging
privileges. However, OnePoint Messenger users can send anyone a
unified message, and people who do not have OnePoint Messenger
installed can still play the fax and voice content using the standard
image viewer and sound player that are bundled with Windows.
The next level of OnePoint Messenger privileges is access to your
Inbox through the telephon e. Those featur es are descr ibed in the ne xt
section.
With the Full Unified Messaging license, you can install OnePoint
Messenger on your PC. When you install OnePoint Messenger on
your PC, you can choose whether to install the Outlook client, the
Unified Fax Printer, or both. If your organization has purchased the
Web site license, you can access your mailbox with a Web browser
from any PC with access to your Exchange Server, either via the LAN
or via the Internet.
Within Outlook, the Call-Me feature, while standard, has levels of
availability set by your Telephony Server and Exchange administrators. Otherwise, all features described in Chapters 3 through 6 are
available. The basic features that OnePoint Messenger adds to Outlook include the abilit y to re cei ve messages as unified messages both
other OnePoint Messe nger u sers and from t elephon e cal lers. You can
play unified messages using a Unified Message Read form, QuickPick, QuickPlay, Call-Me, and Meet-Me. These features are detailed
in Chapter 3. In summary, they are:
Call-Me and Meet-Me—These are two ways to use a phone as a listening and recording device while you are using Outlook (see below).
QuickFax—This is a new option in the Unified Fax Printer dialog
that enables you to send a document as a fax directly to a fax
machine. You can use the system fax cover page or create one
through an included cover page creation dialog.
QuickPick—This opens a window in Outlook to display the compo-
nents of a selected unified message. It represents each of the component parts (attachments, text, embedded images) in each message in
the reply sequence, providing direct access to any component.
24 Chapter 1. What OnePoint Messenger Can Do for You
QuickPlay—This enables yo u to play voic e messages from the Inbox
list without opening them (See below.)
Unified Fax Printer—Unified Fax Printer uses the print menu of any
Windows application to create a multi-page TIFF fax image of the
active document. Unified Fax Printer can spawn a New Unified Message form in Outlook to which it attaches the fax image or send the
fax directl y to a fax machine (see QuickFax.)
The Unified Messaging tab—This is a tab in the Options dialog of
Outlook that contains your pre fer enc e set ti ngs for ope nin g messa ges,
setting your telephone passcode, spoken name, and greetings.
Web Client—If your organization has set up Web access to e-mail,
you can access your mailbox on your Exchange Server from any PC
that can connect to it from the LAN or In ternet. You do not need to
install anything prior to making the con necti on. For detai ls, see Chap ter 4 (page 103).
Playing and Viewing E-mail, Fax, and Voice Messages
When you double-click a header, the message form opens. If there is
an attachment, it appears as an icon in the message form. Doubleclick the ic on to start the associated vie wer/player. You can listen to
voice messages using either speakers or headphones attached to a
sound card installed in your PC.
Call-Me/Meet-Me
Call-Me and Meet-Me are two related features that OnePoint Messenger adds to Outlook. They are alternative ways of setting up a connection between your computer and your telephone so that you can
use your telephone with Outlo ok as a subst itut e for a microphon e and
speakers. In both Call-M e and Mee t- Me , once y ou set up t he con nec tion, you control what message plays or the progress of a recording
session by using your computer controls in Outlook. Your telephone
simply replaces the speakers and microphone. The difference
between Call-Me and Meet-Me is how the telephone-computer connection is established:
• Call-Me: Initiate the connection from Outlook by signalling
Telephony Server to call your telephone. Your telephone rings.
When you answer, the message appears on-screen indicating a
successful connection.
• Meet-Me: Initiate the telephone connection from Outlook by signalling Telephony Server to expect a call to your mailbox from
OnePoint Messenger Messaging Interfaces 25
you, then dial the Message Center from your telephone. The
resulting interface is the same as for Call-Me.
Details on choosing and us ing a playe r and rec order ar e in “Choosing
between Telephone and Desktop Audio” on page 76 and “Choosing
between Call-Me and Meet-Me” on page 78 in Chapter 3.
Sending, Viewing, and Annotating Faxes
OnePoint Messenger displays incoming faxes in Outlook and your
Web mailbox interface. Opening a fax invokes your default TIFF
viewer , usual ly Imaging for Windows, an applic at ion that is bundl ed
with Win dows. This program shows the f ax image and allows you to
magnify it, change its orientation, annotate it, and print it on a printer.
OnePoint Messenger n ow provi des t wo ways t o cre ate a fax. With the
first, you can create a fax from any document and attach it automatically to an e-mail message. The new al ternati ve enables you to create
a fax from any document, attach a cover page to it, and send it as a
traditional fa x ( wit h no other added text o r a tt ach me nts ) t o any recipient including voice mailboxes and fax machines. See Chapter 5
(page 125) for details on creating, viewing, annotating, and printing
faxes.
Managing Your Mail
Use the main screen of your Inbox to view a combined list of your
telephone and e-mail messages. You can sort, file, display, delete,
forward, reply to , and other wise man age you r unifi ed mess ages i n the
same ways that you can manage standard e-mail. You can open a
New Unified Message for m fr om any folder. For details on using the
Inbox, see Chapter 3 (page 61).
Using the standard functionality of Outlook, you can also manage
your voice mail better than with any voice mail system. For example:
• You can create subfolders in your Inbox for people, projects, and
content types. For example, you might create a folder for a particular person, to which you move all messages (including voice
messages) to and from that person, then add notes about conversations. That same folder can hold relevant faxes, e-mails, and
documents (which you can attach to draft messages so that you
can consol idate them in that folder). You might also create a
folder for a particular project, to which you can add copies of relevant messages from the o ther folder.
26 Chapter 1. What OnePoint Messenger Can Do for You
• Use the Outlook Inbox Assistant to filter messages by sender,
type, or priority. You can even create a virtual message waiting
alert list for voice messages. See “Creating a Telephone Message
Alert” on page 161 in Chapter 6, or see your Outlook documen ta -
tion. For example, rather than hear from your voice mail system
only that you ha ve “17 saved mess ages” , you mi ght cr eate a High
Priority folder in Outlook, to which you have the Inbox Assistant
automatically copy all e- mail and v oic e message s from your boss.
• Also using the Inbox Assistant, you can create automatic replies
as out-of-offi ce alerts. See “Using the Out of Office Assistant to
Alert Contacts” on page 160 in Chapter 6, or see your Outlook
documentation.
Recording Greetings and Spoken Name
You can use a microphone attached to your PC or use a telephone to
review and update your tel ephone greetings and sp oken name . Greetings are played to callers when they are forwarded to your mailbox
when you do not answer y our tele phone. Your spoken name is playe d
in several situations, most commonly when another OnePoint Messenger user uses a telephone to access his or her mailbox and then
address a message to you.
For details on recording your greeting or name using your PC, see
Chapter 6 (page 153). For details on recording using a tele phone, se e
Chapter 7 (page 165).
NOTE: Call-Me/Meet/Me is not available for recording name and
greeting.
What You Can Do with OnePoint Messenger on a Telephone
Depending on the features invoked for you, OnePoint Messenger
functionality is very similar using either a PC or a telephone. Using
any standard touchtone telephone, you can:
• Access voice, fax, and text e-mail messages. You can specify
which parts of the mess ages you want t o hear and in which order.
You can set whether text from e-mail messages is spoken to you.
• Forward faxes and e-mail in your mailbox to any fax machine.
You can set a particular default fax machine telephone number,
or have the fax sent to the number fro m which you are ca ll ing, or
enter another number.
OnePoint Messenger Messaging Interfaces 27
• Answer or forward messages, including e-mail, voice, and fax
messages.
• Send new voice and f ax messages to one or many people at once,
including to system distribution lists. For details on accessing
distribution list s, see “ Sendi ng Messag es to Dis trib ution Li sts” in
Chapter 7.
• Change your passcode, default fax delivery number, and pager
number.
• Record telephone greetings and your name.
Post Office Resiliency
OnePoint Messenger 2.0 has a feature called Post Office Resiliency
that provides an extra degree of fault tolerance for telephone messages. If callers attempt to leave a message for you when Microsoft
Exchange is not working, the OnePoint Messenger Telephony Server
will store the message until your Inbox is available on Exchange.
This helps to ensure both that the caller has the ability to leave the
message and that you receive it.
Exchange must come back onlin e for you to receive t he message from
any client. To access the message from a telephone, both the
Exchange Server and Telephony Server must be operati ona l a nd c ommunicating. The time stamp for the message will be the time that it
reached your Inbox.
NOTE: This feature is not yet fully operational .
Using Vo ice Profile for Internet Mail (VPIM)
OnePoint Messenger now provides the ability to exchange messages
with users of voicemail systems that support the Voice Profile for
Internet Mail (VPIM) RFC 2421 standard. The VPIM standard
allows compliant telephon e voice mail systems to exchange messages
over the Internet. OnePoint Messenger complies with the standard
with one exception: it does not support sensitivity attributes (Confidential/Not Confidential) sent by other voicemail systems.
Message attributes required by the VPIM standard that OnePoint
Messenger supports inc lud e sender name, VPIM address, impo rt anc e
(OnePoint Messenger uses Urgent/Not Urgent), return receipts, nondelivery notices for co mponents or recipie nts, and reci pient name and
address. If the message is generated fr om an e-mail client, a subject
line is also a vailable.
28 Chapter 1. What OnePoint Messenger Can Do for You
Communicating with Users of Other Voice Mail Systems
If your recipient uses a voic e mail syst em that conforms to the VPIM
standard, you can address messages to that system by using a special
“VPIM” addressing format. On the PC, using Outl ook or Web Client,
you have three ways to enter the address:
• Enter the complete address as defined by your recipient’s mail
server. The VPIM address is in this form:
[VPIM:<user address>@<Internet domain name>]
Typically, the part occupied by “
<user address>
” is the user’s
mailbox number, which is usually the user’s telephone extension.
• You can have the person send you a message, so that you can
reply to it and capture it t o your Co ntact s lis t. Recor d the addres s
in the form shown above. For example, if the address is
1234@myco.com, enter it as:
[VPIM:1234@myco.com]
If you alrea dy have an entry for your recipient’s e-mail addres s,
you might add the full VPIM address as an alternate e-mail
address or you might create a separate contact with a name that
better identifies the address as a VPIM address. When you
address a VPIM message to your recipient, enter his or her alias,
click Check Names, then choose the VPIM address from the list
of alternatives when the list appears.
• Your Exchange administrator can create Custom Recipient
accounts, which make the addresses of users of other mail systems available to all of your Exchange users from the system
address book. If your VPIM recipient is someone who would
receive messages via VPIM from other members of your organization, ask your Exchange administrator to enter the VPIM
address in a Custom Recipient accou nt for that person.
Because many voice mail systems only accept voice and fax messages, it can be helpful for the Exchange administrator to indicate
that the Custom Recipient mailbox has that limitation by adding
something like “voice only” to the Custom Recipient name. You
would see that note in the address list and know not to send text
or non-voice/fax attachments to that address.
T o addres s a message t o a VPIM recipi ent from a tel ephone, you ha ve
the second two options listed above. You can reply to a message
Using Voice Profile for Internet Mail (VPIM) 29
from the VPIM user or access the Custom Recipient address through
the Dial by Name (DBN) feature (see “Dial by Name” on pag e 168 in
Chapter 7). As above, if your Exchange administrator appends
“voice only” to the Custom Recipient name, you would enter enough
of the user’s last name for OnePoint Messenger to identify a short list
of possible recipients, and you would then be able to recognize the
VPIM account because the TUI would speak the VPIM user’s name
followed by “voice only” (or “VPIM” or whatever the Exchange
administrator appends to the user name).
Communicating with Remote OnePoint Messenger Users
When the Microsoft Excha nge administr ator sets up an Exchange Site
Connector connection with other Exchange Servers, the connector
copies those remote addresses to your system directory. If OnePoint
Messenger is installed on that remote Exchange Server, unified messages that you send to those users will be handl ed as unified messages
by that remote Exchange Server. When one of those remote users
sends a new unified message t o you or in repl y to your mess age, y our
client application s will t reat t he messag e as a unifie d mess age, givi ng
you the extra OnePoint Messenger controls.
With VPIM, you now have another way to address messages. When
a remote Exchange Server is not connected to your Exchange Server
with a Site Connector, using a VPIM address to send a unified message to another On ePoint Mes senger us er at that si te is the bes t way to
address the message. The problem with using a standard e-mail
address is that some unifi ed message coding is lost in t ransmis sion so
some functionality with that message is lost to the recipient (and to
you if your recipient replies). The VPIM protocol preserves the unified messa ge coding.
Distribution Lists
Yo u can address messages to system distri bution lists that consist of
combinations of addressee types. Some recipients can be OnePoint
Messenger users at the local Exchan ge Site, OneP oint Messenger
users at remote Exchange Sites, and recipients at other e-mail and
VPIM-compliant voice mail systems. The only problem will be the
inability of some VPIM voice mail systems to receive some attachments. You will receive a non-delivery notice for those undelivered
components. To counter that possibility, it is best for the Exchange
administrator to separate the VPIM addre sses into a sepa rate distribution list.
30 Chapter 1. What OnePoint Messenger Can Do for You
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