Mitel OnePoint Messenger SX-2000 Service Manual

SX-2000 Integration Guide

NOTICE

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Mitel Corporati on.

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.
INTEL and Pentium are tr adem arks of Intel Corpor ati on.
All other product names specified in this document are trademarks of
their corresponding owners.

OnePoint Messenger/SX-200 0 Integration Guid e

OnePoint Messenger Releas e 2.0

Part Number 9164-120-116-NA, Issue 2

December 14, 2000

,

, Trademark of MITEL Corporation.



Copyright 2000, MITEL Corporation.

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

Table of Contents

List of Tables...................................................................................viii

1. OnePoint Messenger/SX-2000 Integration Overview ................. 9

What Is OnePoint Messenger and Unified Messaging? ...............................9

Telephony Server....................................................................................................11

Telephony Server Periph era ls.................................... ............................................11

What is PBX Integration?.............................................................................12

Integration Benefits................................................................................................13

Call Processing Overview..............................................................................14

Task Over v i e w..................... .................... .................... ........................... ........15

Message Waiting................... ............................. ..................................... ................16

Integration Strategy ...............................................................................................16

Requir e d S ki l ls..................... .................. ....................... .................. ...............19

How to Use This Guide..................................................................................19

Organization of this Manual..................................................................................20

Other Doc u mentati o n ......... ........ .................... ........................... .................... 2 1

Using Electronic and Printed Versions... .............................................. ................21

Conventions Used in This Guide...........................................................................22

Terms Used for Keys, Commands, and Buttons.................................................... 22

Images and Tables .................................................................................................22

Type Used in Commands and Screen Output........................................................23

List Styles ..............................................................................................................23

Note and Caution Styles ........................... .................... .................... .................... .23

Other Text Styles........ ........... .............................................. .................... ..............23

Contacting Technical Publications...............................................................24

2. Configuring the SX-2000 LIGHT............................................... 25

OnePoint Messenger Requirements of the PBX .........................................25

Dialed Services ........................................................................................................26

User Service s .. ............................. ........................................... .................................26

PBX Programming Overview and Assumptions.........................................27

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Directory Number 7999...... ........... .................... .................... ............................. ....29

Forms Checklist ......................................................................................................29

Class of Service Options ................................................................................31

Class of Service for Stations ..................................................................................31

Class of Service for Trunks....................................................................................31

System Options Assignment..........................................................................32

Setting Up the AFC Card Connection .........................................................32

Dimension and Feature Selection................ ............................ .................... ..........32

Cabinet Assignment.................... .............................................. .................... ..........33

System Configuration.............................................................................................33

Digital Link Descriptor Assi gnment.................................... .................... .............34

Digital Link Assignment ............................... ............................. .................... ........36

Trunk Programming....................... .. .... .... .. .... .... .. .... .... .. .... .... . .. .. .... .... .. .... ...36

MSDN/DPNSS/DASSII Trunk Circuit Descriptor Assignment............... ..........36

Trunk Service Assignment..................................... .................... ............................37

Trunk Assignment.................. .................... ............................. ...............................37

Assigning Trunk Groups to the Message Center.................................................38

Creating Directory Number 7999 .........................................................................39

Programming Voice Mail Ports....................................................................39

Assigning a Hunt Group to the Message Center ........................... ......................39

System Speed Call Assignment........... .............................................. .................... .40

Call R ero ute As sig n ment ........ .. ........................................... ..................................4 1

Call Reroute Always Alternative Assignment...................................................... 41

Automatic Route Selection (ARS) Assignment............................ ........................42

Route Assignment....................... ..................................... ............................. ..........42

Class of Restriction (COR) Group Assignment.................... ...............................43

Programming the Automated Attendant (Receptionist)............................43

Programming Fax on Demand .....................................................................44

3. Installing Line Cards in the Telephony Server..........................45

What Hardware Do You Need on the Telephony Server?.........................45

Fiber Optic Cable Specifications...........................................................................46

Preparing the Installation Site......................................................................47

Accommodating the TS-800 Telephony Server Tower.......................................47

Setting Up MVIP Arrays...............................................................................48

iv

Table of Contents

Setting MVIP Termination . ...................................................................................48

Connecting Cards through an MVIP Cable .......................... .................... ..........49

Setting Interrupts and Base Addresses........................................................49

Installing Brooktrout Fax Cards......................................... .... ...... .... ...... .... .51

Installing and Configuring an NMS Card................................ .... ...... .... .....52

Creating the AG Configuration File.....................................................................53

Running the NMS AG Configurator Program....................................................53

Using Notepad to Edit AG.cfg ...............................................................................56

Enabling the Mitel AFC Card with MiTAI.................................................57

Installing the AFC Card ........................................................................................57

Configuring the NMS and CTI Software.............................................................58

Making and Verifying Connections .............................................................59

Verifying Fiber Link Synchronization between the AFC and PBX..................59

4. Installing Mitel Telephon y Application Interfa ce (MiTA I) . .... 61

What You Need to Complete this Chapter..................................................61

MiTAI Installation.........................................................................................61

Installing MiTAI on the Telephony Server ..........................................................61

Editing the Server Hosts File.................................................................................65

Checking the Operation of the MiTAI Link to the PBX............................65

Where Now?.................... .... ...... .... ...... .... ...... .... ...... .... ........... .... ...... .... ...... ....66

5. Configuring OnePoint Messenger PBX Integration Software.67

Integrating the Telephony Server with the SX-2000 PBX.........................67

Show N Tel Setup Procedures ...............................................................................68

Configuring Show N Tel with a PBX ...........................................................68

Editing the SNT Parameters Tab.................................................................71

Assigning Programs to Lines ........................................................................72

Configuring and Testing the Notification Server................................................74

Using the SNT Manager Runtime Tab to Assign Telephony Applications.......76

Setting Telephone User Interface Parameters ............................................78

Editing the Telsrvr.ini File. .. .................... .............................................. ................80

Testing Te l ephony Ser v er S ta rt and Stop... ..................... .......................... ..80

Configuring OnePoint Messenger to Auto-start .........................................81

Running the Telephony Applications...........................................................81

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Reassigning Lines to Other Applicat ions ............... .................... .................... ......82

6. Troubleshooting the Integration.................................................85

System Validation Tests ...............................................................................85

Running Validation Tests ......................................................................................85

Testing the Network Connection...........................................................................86

A. PBX Integration Worksheet.......................................................87

Workflow Overview.......................................................................................87

PBX Integration Worksheet Fields.......................................................................88

Numbering Ports.....................................................................................................89

Creating Hunt Groups ...........................................................................................89

PBX Integration W orksheet (Sample of a completed worksheet)........................90

PBX Integration Worksheet.....................................................................................91

Index .................................................................................................93

vi

Table of Contents

List of Figures

Figure 1-1 Network Diagram ..................................................................................... 10

Figure 1-2 Hunt Group Mapping to Telephony Server Ports ....................................18

Figure 2-1 Trunk and Extension Topology ................................................................28

Figure 3-1 Windows NT Diagnostics, Resources Tab, IRQ List ...............................50

Figure 3-2 NMS AG Configurator Main Screen ...................................... ..... ....... .......54

Figure 3-3 NMS Board Configuration Screen ............................................................ 55

Figure 3-4 AFC Card .................................................................................................58

Figure 4-1 MiTAI Settings Dialog, Hardware Tab .....................................................63

Figure 4-2 MiT AI Se ttings Dialog , So ftware Tab ........ ....... .............. ............... ...........64

Figure 5-1 Show N Tel Manager, Switch/CTI Tab .....................................................69

Figure 5-2 Show N Tel Manager, Configure CTI, Device Map Tab .................... ..... ..70

Figure 5-3 Show N Tel Manager, Parameters Tab .................................................71

Figure 5-4 Show N Tel Manager, Runtime Tab .........................................................77

Figure 5-5 Show N Tel Runtime Tab, Assign Phone System ....................................78

Figure 5-6 Show N Tel Mgr, Operate and Monitor Show N Tel Window . ..................83

OnePoint Messenger/SX-2000 Integration Guide,

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List of Tables

Table 2-1 PBX Trunks Mapped to SNT Lines and Applications............................... 28

Table 2-2 SX-2000 Forms Checklist ...................................................................... 30

Table 2-3 Class of Service Options Assignment, COS 10....................................... 31

Table 2-4 Class of Service Options Assignment, COS 21....................................... 31

Table 2-5 System Options Assignment.................................................................... 32

Table 2-6 Dimension and Feature Selection .......................................................... 32

Table 2-7 Cabinet Assignment ............................................................................... 33

Table 2-8 System Configuration ............................................................................. 34

Table 2-9 Link Descriptor Assignment .................................................................... 35

Table 2-10 Digital Link Assignment ............................................................................ 36

Table 2-11 MSDN-DPNSS-DASSII Trunk Circuit Descriptor Assignment ................ 36

Table 2-12 Trunk Service Assignment....................................................................... 37

Table 2-13 Trunk Assignment .................................................................................. 38

Table 2-14 Trunk Group Assignment ........................................................................ 39

Table 2-16 System Speed Call Assignment............................................................... 40

Table 2-15 Hunt Group Assignment........................................................................... 40

Table 2-17 Call Rerouting Assignment....................................................................... 41

Table 2-18 Call Rerouting Always Alternative Assignment........................................ 41

Table 2-19 Automatic Route Selection Assignment................................................... 42

Table 2-20 Route Assignment.................................................................................... 42

Table 2-21 Class of Restriction Group Assignment ................................................... 43

Table 2-22 Trunk Group Assignment for Automated Attendant .................... ............ 43

Table 2-23 Trunk Group Assignment for Fax on Demand ......................................... 44

Table 5-1 Telephony Applications............................................................................ 75

viii

Table of Contents

1. OnePoint Messenger/SX-2000
Integration Overview

This chapter provide s an overview of the components, tasks, and ben­efits of the integration between the Mitel SX-2000™ PBX and the
OnePoint Messenger™ Telephony Server to create a unified messag­ing environment. It includes details on configuring the PBX to sup­port Telephony Server functions, installing the line cards in th e
Telephony Server, and configuring integration software on the Tele­phony Server, including setting up telephony applications.

This chapter also provides information about the organization and
styles used i n this book, and about other related documentation. This
chapter contains the fo llowing sections:

Section Page

What Is OnePoint Messenger and Unified Messaging? 9
What is PBX Integration? 12
Call Processing Overview 14
Task Overview 15
Required Skills 19
How to Use This Guide 19
Other Documentation 21
Contacting Technical Publications 24

What Is OnePoint Messenger and Unified Messaging?

OnePoint Messenger is a software suite that, when combined with
other hardware and software products, provides a unified messaging
environment. Unified messaging is the combination of telephone
messages, fax, and e-mail on one mail server. The OnePoint

OnePoint Messenger/SX-2000 Integration Guide

, Issue 2, 12/14/00 9

Messeng er se rver s o ftw are i s instal led 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 softwar e components providing messaging and
maintenance services are installed on the Telephony Server,
which handles communicati on betwee n the telephony network
and Microsoft Exchange.

The network diagra m in Figure 1-1 shows the major components that
provide the unified messa ging service, examples of the clients, and
the relationship between the components.

Figure 1-1 Network Diagram

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.

10 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

Telephony Server

In these guides, “Telephony Server” is used to refer to the collection
of OnePoint Messenger telephony applications that reside on “the
Telephony Server” (the computer), while “the Telephony Server”
refers to the computer running the Windows NT Server 4.0 operating
system. The backplane of the Telephony Server contains the tele­phony “line cards” that provide the connection to the PBX. To pro­vide the ability to edit syst em gree tings and the T e xt-to-Speech
dictionary, you can add a multimedia setup to the Telephony Server,
but, administrators typically use a separate system on the LAN for
multimedia editing.

The OnePoint Messenger software on the Telephony Server is com­prised of a group of Wi ndows NT Server applications that, among
other tasks, provide the information conduit between the PBX and
Microsoft Exchange. Those telephone call routing and messaging
services include:

• Controlling what happens to calls that are not answered and pro­viding the caller the ability to leave and retrieve voice messages

• Providing digitization and compression of telephone messages
for storage on Exchange or forwarding to VPIM accounts, and
also reverse transcoding of messages saved on Exchange back to
callers and VPIM accounts

• Enabling OnePoint Messenger subscribers (“users”) to retrieve
and reply to e-mail messages that are read to them using the text­to-speech (TTS) capabilities of Telephony Server

• Providing advanced fax handling features, including routing e­mail to fax machi nes an d a Fax on Demand se rvice; see Chapte r 4
of the OnePoint Mess eng er Administrator Guide for a discussion
of OnePoint Messenger fax features.

Also included on the Telephony Server is a group of OnePoint Mes­senger suppor t programs. F or an overview on them and rela ted tasks,
see Chapter 1 in the OnePoint Me ssenger Admi nistr ator Gui de. Then
see Chapter 5 in that guide for operational details.

Telephony Server Peripherals
Cards: The Telephony Server requires a network interface card to

communicate with the Exchange Server and with user computers that
request Call-Me sessions. To provide the PBX interface, the Tele­phony Server requires at lea st one line card that provides call control

What Is OnePoint Messenger and Unified Messaging? 11

and voice processing resources. Those services can be provided by
several possible combinations of analog line cards from Mitel and
Natural MicroSystems (NMS) connecting to a FIM card on the SX-

2000. Use an ISA- bus Br ooktrout fax card connected to th e othe r line
cards through an MVIP cabl e to provide fax resource s. Details on t he
supported cards appear in Chapte r 3 (page 45). Appendix B in the
OnePoint Messenge r Installation Guide also provides line card instal­lation notes. See also the manufactur ers’ documentation.

Modem: To provide remote technic a l support, connect a modem to
the Telephony Server and to an out side telephone line, then configure
the program pcAnywhere, which is included on the OnePoint Mes­senger CD- ROM, to commun icat e ov er tha t mod em .

What is PBX Integration?

Providing complete PBX integration to the Telephony Server means
that you dedicate at least one extension in a hunt group on the PBX to
the Telephony Server Message Center, another for the Automated
Attendant, and another for the Fax on Demand service , r oute
OnePoint Messenger subscribe r extensions to the OnePoint Messen­ger Telephony Server for voice mail with Message Waiting services
enabled, set up software on the Telephony Server that can interpret
calling line information (CLI) sent by the PBX, and set up the Mes­sage Center to use that CLI to respond appropriately to the caller.
T ypically, CLI includes the caller’s phone number (and name if
Caller ID is set up), the called part y’s (OnePoint Messenger user/sub­scriber) extension, and the reason why the caller has been routed to
the Message Center. Those reasons include:

• The OnePoint Messeng er user ( subscr iber) do es not answe r his or
her phone.

• The OnePoint Messenger user’s phone is already in use when the
call arrives.

• The OnePoint Messenger user sets up a request to the PBX that
incoming calls be automatically routed to voice mail.

• The OnePoint Messenger user receives the call and transfers it to
voice mail, for example, so the c aller can leave a fax in the user’s
mailbox.

• A OnePoint Messenger user calls the Message Center directly to
retrieve messages.

12 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

The Message Center uses CLI to associate the called telephone num­ber with a particular mailbox, retrieve the appropriate user’s greeting
from that mailbox, play it to the caller, then either commence a mail­box login sequence or a message recording sequence.

For example, the most common kind of call routed to the Message
Center is typically from a caller r outed to a mailbox when the associ­ated telephone is not answered. The Message Center would play the
user’s gr eeting created for that condition. Consider Joe User. He has
recorded a general greeting for that condition:

“This is the mailbox of Joe User. I’m sorry he was too
lazy to pick up the phone, but, if you wait for the
beep after this long-winded greeting finishes, you can
record a message for him that I’ll be happy to play
when he calls in to retrieve his messages.”

If the inte gration software fails to detect the CLI, the Message Center
does not know why the caller has been routed there or for what mail­box the call is intended, so the Message Center answers generically:

“Welc ome to the Me ssage Cente r. Please en ter a mailb ox
number.”

Integration Benefits

The integration between the PBX and the Telephony Server provides
these benefits:

• Forward to Pers o nal Greet in g : Provides the ability to play a

user’s personal greeting to a caller who has been forwarded to
voice mail.

• Auto Logon: The Telephony Server can rec ognize a caller as a

OnePoint Messenger subsc riber (“user”) , rather than as a n outside
caller , when calling directly from the user’s phone. The Tele­phony Server greets users by name and asks for their passcodes.

• Multiple Use Ports: Allows use of the same port for dynamic

allocation of ports fo r the Automate d Attendant, the Message
Center , including Text-to-Sp eech e-mail access, or fax services.

• Direct Answer to Internal Message: Allows a message recipient

to record an answer to a message from another user witho ut hav­ing to first dial the user’s extension.

• Message Notification: Allo ws the Telephony Server to send a

message waiting notifi cation to a user through the PBX. The

What is PBX Integr a tion? 13

PBX then activates the message wait ing indicator, such as a light
or a stutter dial tone, on the user’s extension.

Call Processing Overview

This is a basic overview of the processing sequence of calls routed
from the SX-2000 PBX to the Telephony Server:

1. The PBX receives a call intended for an extension managed by
the PBX.

2. If the call is to a OnePoint Messenger user whose phone is busy
or is not answered, the PBX redirects the call to the T elephony
Server. The PBX also routes calls to the Telephony Server that
are forwarded by user s to their voice mail accounts, or users who
make a direct call to the Message Center (the mailb ox access
pilot number) on the Telephony Server.

3. Other Telephony Server services can be associated with particu­lar phone number s, such as the Automated Attendant and the Fax
on Demand service. For details on those services, see Chapter 3
in the One Point Messenger Administrator Guide.

4. The call arrives at the Telephony Server in two streams of data—
the voice from the call itsel f and info rmat ion about the call,
including the caller’s phone number, the called party’s phone
number, and the reason code why the call was sent to the Teleph­ony Server; this calling information is known as CLI—calling
line identification.

The two streams go to a port on a line c ard. Then, if you install a
Mitel AFC card, the AF C routes the c all stream to a DSP resource
card (NMS AG-0 or AG-24 for voice; Brooktrout fax card for
fax) while processing the CLI and managing th e call. If you only
install one or more NMS AG-8s, both streams stay on the AG-8.

5. The line card detects the cal l and p as ses the CL I dat a to Teleph­ony Server so ftw are t ha t uses the call ed num b er to det erm i ne
whether to play a system greeting or a user’s greeting.

6. T elephony Server plays the appro priate greeting. The NMS card
converts it to analog and the AFC card plays it to the caller .

7. The Telephone User Interface (TUI) on the Telephony Ser ver
sends the appropriate digitized prompts to the NMS card for con­version and playing to the calle r. For example, if the call is for a
user , the TUI prompts the caller with the messaging options

14 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

Task Overview

available, such as to record or re-record a voice message, or to
leave a fax.

8. The caller responds with a voice message or keypad input.

9. The NMS card converts the analog input from the caller ( the
voice message and keyed response s to prompts) into digital
strings for Telephony Server.

10. Telephony Server packages the c a ller’s messa ge into a digital file
and routes it to the recipient’s mailbox on the Exchange Server
and sends an MWI to the user through the PBX.

Reciprocally, when users retrieve voice messages from a telephone,
the NMS card converts the stored digitized voice messages back into
analog voice for delivery to the user.

The following is a brief sequence of the groups of tasks required to
integrate OnePoint Messenger and the Mitel SX-2000.

1. Complete the PBX Integration Worksheet that appears at the end
of Appendix A (see “PBX Integration Worksheet” on page 91).

2. Install Fi ber In t erfa ce M odule (FIM) carrier and daughter digital
line cards in the SX-2000 PBX, then configur e the PBX to sup­port the Telephony Server fu nctions. See Chapter 2 (page 25).

3. Install the line card(s) on the Telephony Server. Use NMS AG-8
DSP (AG-0) cards and/or AG-24 cards with the Mitel AFC card,
and (optionally) a Brooktrout fax card. See Chapter 3 (page 45).

4. Install Microsof t soft ware on the Telephony Server. See
Chapter 4 in the OnePoint Messenger Installation Guide.

5. Install and configure the Mitel MiTAI 7.5.3 software on the Tele­phony Serv er. See Chapter 4 (pa g e 61).

6. Install OnePoint Messenger on the Telephony Server. Microsoft,
Show N Te l, Brooktr out fax, NMS and other vendor s’ software is
installed with OnePoin t Messenger. See Chapters 1 through 3 in
the OnePoint Messenger Insta llation Guide.

7. Configure the line card( s) on the Telephony Server. See
Chapter 3 (page 45).

8. Configure Show N Tel and the other telephony settings in
OnePoint Messenger. See Chapter 5 (page 67).

Task Overview 15

Message Waiting

The procedures in Chapter 5 for step 7 above include setting up the
Notifications ap plication in Show N Tel to provide message waiting
indications. The OnePoint Messenger Administrator Guide has a
procedure in Chapter 2 for enabling message notification by paging
for individual users and a general section in Chapter 3 on message
waiting notification.

Integration Strategy

OnePoint Messenger provid es three services that callers can access
directly by dialing unique pilot numbers. They are Automated Atten-
dant (automated receptionist), Message Center (subscriber access to
their own mailbo xes), and Fax on Demand (faxback). It is also possi­ble to access the Automat ed Att endant from the Message Center, and
Fax on Demand from the Automated Attendant, so, if resources are
limited, you do not need to dedicate pilot numbers to them.

There are several ways to allocate resources to each service:

• On the PBX:

• Create an extension that callers can dial to reach the service.

• Create a hunt group for the service . A larger hunt group pro­vides more access to the service. You can also overlap hunt
groups. What hunt groups are overlapped inf luences how
available those double -duty lines are.

• In OnePoint Messenger:

• You can assign the general purpose Telephony Server te le ph-
ony application to a line, which will support each of the three
services, and provide the desired service based upon the
dialed extension.

Or

• T o provide dedicated access to Automate d Attendant, you
can assign the AutoRecep telephony application to one or
more lines. To provide dedicated access to Fax on Demand,
you can assign the FaxonDemand telephony application to
one or more lines.

Or

• If there is no pilot (extension) dedicated to Automated Atten­dant, you would not assign the AutoRecep telephony applica-

16 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

tion. If there is no pilot (extension) dedicated to Fax on
Demand, you would not assign the FaxonDemand.

For example, to ensure connectivity for messaging while still provid­ing some direct dial access to Automated Receptionist and Fax on
Demand, you could create one hunt group, with its pilot assigned to
the Message Center, then assign single published phone extensions
within the hunt group to Automated Receptionist and/or Fax on
Demand, each set up with all calls forwarded to voice mail.

If you do set up hunt groups for all three services, of course the num­ber of lines in those hunt groups af fects availability. How the hunt
groups are mapped to Telephony Server lines also influences how
available ser vices are . Hunt gr oups can overla p, so a line t hat a ppears
in two or more hunt groups is more likely to be busy than a line
appearing in only one of those groups.

For example, consider the Fax on Demand service. If the Fax on
Demand hunt group is simply a subset of the Messaging hunt group,
someone calling the Fax on Demand service may not get through
immediately if all lines are in use servicing callers accessing mail­boxes. To ensure that callers to the Fax on Demand se rvice get bette r
access to it, you can create a hunt group for the service that does not
use lines included in other hunt groups.

The other half of the provisioning decision process is the assignment
of telephony applicat ions to the available Telephony Server ports. A
port that is assigned to a dedica ted application, such as Fax on
Demand, is not available to call ers seeking a different application. If
the line from the PBX that is mapped to that port is only in a hunt
group for a different application, a caller route d to that line through
the hunt group will not get the desired service.

One way to avoid such conflicts is to assign the “Telephony Server”
application to all inbound por ts, because it is a general purpose appli­cation that provides the three dialed services (Automated Attenda nt,
Message Center/mailb oxes, Fax on Demand). However, using that
simplistic stra tegy might result in events such as important sales liter­ature on your Fax on Demand se rvice not being ac cessible if all ports
are busy with users’ calls to their mailboxes.

The diagram in Figure 1-2 shows an example of PBX hunt groups
mapped to Telephony Server ports an d thei r associated telephony
applications. The assignme nt of applic ations is not the rec ommended
allocation of applic at ions. It is a simplified assignment whose pur­pose is to illustrate the assoc iation of applications with hunt groups.

Task Overview 17

Figure 1-2 Hunt Group Mapping to Telephony Server Ports

Figure 1-2 shows three overla pping hunt groups. Ports 3 and 4 take
calls from both the Fax on Demand hunt group and the Messaging
hunt group. Ports 11 and 12 take calls from both the Messaging hunt
group and the Automated Attendant hunt group.

The Fax on Demand hunt group has four lines. Two of those lines
connect to ports 1 and 2, which are assigned the Fax on Demand
application. Any call er reaching t hose two por ts is greet ed by the Fax
on Demand service greeting. On the other hand, because ports 3 and
4 are connected to li nes tha t are in t wo hunt group s, Telephony Server
must interpret the CLI data to det ermine which hunt group has called
to determine which greeting to play. If T elephony Server determine s
that the called number is the Fax on Demand pilot, it ru ns the Fax on
Demand application, and so fort h.

In the example, Automated Attendant operation is similar to Fax on
Demand, with its hunt group overlapping the numbers in the Messag­ing hunt group.

Notifications a nd SendFax are outbound applications that require out­dial ports on the PBX. Their lines are not included in the lines moni­tored by the call pickup box.

The discussion on programming the PBX in Chapter 2 contains a n
example of creating trunk groups to support dedicated access to the
Automated Attendant and Fax on Demand, in addition to supporting
those services through trunks tha t provide access to the Message C en­ter . Ta ble 2-1 (page 28) shows a sample assignment of telephony
applications on the Telephony Server. Table 2-12 (page 37) shows a
trunk group set up to provide trunks for the first five lines and the
associated Telephony Server telephony application in Table 2-1.

18 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

Required Skills

T able 2-22 (page 43) shows an alternative setup with Trunk 103 dedi­cated to the Automated Attendant, while Table 2-23 (page 44) shows
Trunk 104 dedicated to Fax on Demand. Both of those services can
also be provided by the Telephony Server application, depending on
how OnePoint Messenger is set up, so your PBX technician needs to
coordinate with the OnePoint Messenger installer to assure that the
trunk allocation s on the PBX match the Telephony Server setup and
the preferences of your organization.

While OnePoint Messenger is designe d to be rel atively simple to
implement and use, and the OnePoint Messenger guides detail the
Windows NT and Exchange tasks needed to configure and manage a
OnePoint Messenger environm ent, installers and administ r ators
should not rely solely on this documentation. Integrating the
OnePoint Messenger Telephony Server with a Mi tel PBX re quire s the
skills of a Mitel-certified PBX technician and certification in the
installation of OnePoint Messenger. Before entering training,
OnePoint Messenger insta llers are expected to have Microsoft Certi­fied Systems Engineer (MCSE) cert if ication in Win dows NT Server

4.0 and Microsoft Exchange.
If you wish to provide user access to mailboxes using a Web browser,

you must install and manage Microsoft’s Internet Information Server
(IIS), which requires training equivalent to completion of the IIS
course in the MCSE course series.

When installing and managing Windows NT and Exchange, you are
required t o perform NT administrator functions—setting u p domains,
creating administ rator accounts, and performing software mainte­nance and backups. OnePoint Messenger applic ations use standard
Windows interfaces and intero perat e w ith N T system utilities.

How to Use This Guide

This guide contains tasks for integrating a Mitel SX-2000 PBX with
the OnePoint Messenger Telephony Server, including setti ng up hard­ware and software on the Telephony Server and configuring the PBX
to communicate with the Telephony Server. Use this guide in con­junction with the OnePoint Messenger Installation Guide (for
OnePoint Messenger version 2), using this guide to replace Chapter 4
in that guide. The section “Task Overview” above lists the sequence
of installation and integration tasks with the associated chapters.

Required Skills 19

This manual lists t he criti cal P BX featur es that mus t be en abled, but it
does not detail the use of the PBX user interface. Also, this manual
does not discuss the comple te array of monitoring, programming, and
troubleshooting options available to the installers and administrators
of the Mitel PBX and of OnePoint Messenger. Becoming familiar
with those options requires classroom training offered for both of
those products.

For installing cards in the Telephony Server, refer to Chapter 3 as a
summary, but to be sure you have all current information and details
on options, see the manufacturers’ documentation, as listed in
Appendix A of the OnePoint Messenger Installation Guide.

Sources of information on other supporting hardware and software
are listed below in “Other Documentation ”.

Organization of this Manual

This manual contains six chapters, an appendix, and an index:

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

®

• Chapter 2 (page 2 5) explains how to config ure the SX-2000
LIGHT PBX to recognize the OnePoint Messenger Telephony
Server.

• Chapter 3 (page 4 5) lists the hardwa re necessary to install on the
Telephony Server to integrate with the SX-2000, and it summa­rizes the installa tion process.

• Chapter 4 (page 6 1) covers the installation of Mitel’s
MiTAI 7.5.3 software on the Telephony S erve r.

• Chapter 5 (page 6 7) explains how to config ure the OnePoint
Messenger software on the Telephony Server that supports the
PBX integration and telephony applications, such as Message
Waiting, paging notification, and fax servic es.

• Chapter 6 (page 8 5) provides trouble shooting advice, including
system validation tests. For more, see the OnePoint Messenger

Installation Guide and the OnePoint Messenger Administrator
Guide.

• Appendix A (page 87) provides a PBX Integration Worksheet,
with explanation, for planning and recording pilot numbers, asso­ciated hunt groups, and telephony application line assignm ents.

20 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

Other Documentation

The OnePoint Messenger documentation set includes:

• OnePoint Messenger Administrator Guide

• OnePoint Messenger Getting Started Guide

• OnePoint Messenger Installation Guide

• OnePoint Messenger User Guide

• OnePoint Messenger Quick Reference Card for the telephone

• Integration guides for PBXs: Fujit su 9600, Lucent Definity , Mite l
SX-200 and SX-2000, NEC 2400, and Nortel Meridian

The OnePoint Messenger Administrator Guide contains a system
overview and administra tion details that can help you, the inst aller,
understand the purposes and use of the components. It contains pro­cedures for creating user mailboxes (Chapter 2), configuring the Tele­phony User Interface (Chapter 3), managing fax services (Chapter 4),
and operating and maintaining the Telephony Server (Chapter 5), as
well as details on each OnePoint Messenger utility.

The OnePoint Messenger User Guide describes the use of OnePoint
Messenger features —on Outlook , a Web browser, and the tele­phone—including the many fax features.

Other useful documentation includes Wi ndows NT and Exchange
manuals, as well as manuals covering the other Micr osoft software
that supports OnePoint Messenger. Contact information for
Microsoft and for other vendors whose products complete your
OnePoint Messenger unified messaging environment appears in
Appendix B of the OnePoint Messenger Administrator Guide.

Using Electronic and Printed Versions

This guide use s a form at that acco m modates both o n-s cree n viewing
and printing. The text is aligned to 7" by 9" borders, so tha t, when
printed on normal letter stock , the re is a lot of room for you to make
notes. Use Acrobat Reader version 3.0 or better to view and print
PDF versions of the document.

Electronic lin ks: Blue text indicates hyperlinks, as exemplified by
the blue links in this chapter, including the table at the beginning of
each chapter containing e le ctronic links to the major topic headings.
Other links t hat appear in the electronic Ac rob at version are the book­mark list and thumbnail page image views displayed by Acrobat.

Other Documentation 21

Conventions Used in This Guide

Formatting convent ions used in OnePoi nt Messenge r guides give you
extra cues about the action that you are to take.

Terms Used for Keys, Commands, and Buttons

The commands “select” , “ c lear”, “click”, and “choose” all mean basi­cally the same thing—to make a choice—but the terms are used in
specific situations:

• “Choose” is used in menus, such as the Windows Star t menu and
program menus, to indicate menu items.

• “Click” is used for obvious buttons, up and down arrows, in edit
boxes, spin controls, and for the Windows Start button.

• “Double-click” is used in a ny situation where pressing the mouse
button twice is the most appropriate action, although other
options may be available.

• “Press” is used when indicating a compute r keyboard or tele­phone keypad key. There are brackets around the keyboard key,
as in “Press [Tab].”

• “Select” is used on property pages (tabs) and dialogs, such as to
indicate items in a field or group of options. “Clear” is used to
deselect a check in a check box or an entry in a field.

This guide generally does not include the keyboard shortcuts for
menus and commands. To use the keyboard shortcuts, you should:

• Display menus by pr essing [Alt] a nd the underlined character dis­played on the screen (for example, pr ess [Alt+F] for the File
menu).

• Choose commands by typing the underlined character displayed
on the screen (for ex am p le, p ress [S] fo r the Sa v e command).

An instruction that involve s making a choice from a menu is struc­tured: “From the XXX menu, choose YYY”. This style is also used
for dialog boxes. As you become familiar with the style , you can
focus on the words in bold as the critical operative phrases.

Images and Tables

Tables and inline graphics in this guide contain captions with num­bers based on the chapter number. References to a figure or table are
linked and highlighted in blue to indicate the link. In the PDF file,
you can also find and access them from the Acrobat bookmark li st.

22 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

When presenting information about buttons, such as “Click the XXX
button to open the YYY dialog box,” this guide might present the but­ton to the left of the instruction, as shown here. In that case, the
graphic is not labelle d.

Type Used in Commands and Screen Output

For statements in command syntax format,

type like this

indicates the charac ters you should type. Brac kets

small mono-spaced

like these < > designate the variables that you are to replace with
other information . For example, in the foll owing command, you type
the word INSTALL but replace “drive” and “directory” with the
names of the drive and directory you are using:

<drive>\<directory>\INSTALL

The same font is used for presenting screen output.

List Styles
Numbered lists present the steps of procedures that you must follow

in the order given.

Bulleted lists present options for which the order is not important.
Note and Caution Styles

A “NOTE:” presents information that is of specia l importance or is
relevant only to some users or in some situations.

A “CAUTION!” alerts you to choices with potentially problematic
results.

A “WARNING!” is more serious than a caution, alerting you to a
choice that could cause a failure of the system.

Other Text Styles

Italic type is used to introduce terms and for the titles of publications.
In this guide, boldface type is used to emphasize 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.

Other Documentation 23

Contacting 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 .
Address your comments to:

[e-mail]

To check for the most current documentation:

1. Access the Mitel website:

2. Log on to Mitel Online.

3. Click Tech Support (in the top navigation bar).

4. Click T echnical Practices.

http://ww w.mit el.com

24 Chapter 1, OnePoint Messenger/SX-2000 Integra tion Overview

2. Configuring the SX-2000 LIGHT

This chapter explains how to configure the SX-2000 LIGHT PBX to
support the featur es of the OnePoint Messenger Telephony Server. It
is divided into the following sections:

Section

OnePoint M ess en g er R eq ui rements of the PBX 25
PBX Programming Overview and Assumptions 27
Class of Service Options 31
System Options Assignment 32
Setting Up the AFC Card Connection 32
Trunk Programming 36
Programming Voice Mail Ports 39
Programming the Automated Attendant (Receptionist) 43
Programming Fax on Demand 44

See also “Forms Checklist” on page 29, which provides links to most
of the sections in the chapter.

NOTE: For configuring OnePoint Messenger with a Mitel SX-200,
see the OnePoint Messenger/SX-200 Inte gration Guide.

Page

OnePoint Messenger Requirements of the PBX

The OnePoint Messenger unified messaging system provides two
general categori es of fea tures that need PBX support:

• Dialed services: M essage Center, Automated Attendant, and Fax

on Demand

• User services: c all forwarding to vo ic e mail, CLI, Call-M e/Meet-

Me, DID fax, fax forwarding, and message notifications

OnePoint Messenger/SX-2000 Integration Guide

, Issue 2, 12/14/00 25

Dialed Services

The Message Center, Automated Attendant, and Fax on Demand
can use the same or separate incoming lines and trunks. While the
Message Center and Automated Attendant menus can route t he caller
to the other two dialed services, ideally, each should have its own
pilot number and hunt group. You can also program dedicated exten­sions for the Automated Attenda nt and Fax on Demand that are per­manently routed to the Message Center pilot.

NOTE: The SX-2000 also pr ovides an Automated Attendant as an
optional feature .

User Services

Call Forwarding: Set up OnePoint Messenger user extensions to
redirect calls to the Telephony Server that were intended for a
OnePoint Messenger user station, but encounter ed one of these condi­tions: forward busy (use r is already using the telephone), forwa rd no
answer (user does not answer the telephone), and forward all calls
(user has forwarded an incoming call to voice mail, or has set the tele­phone to automaticall y forward a ll calls to voice mail).

Calling Line Information (CLI): The PBX must have a digital port
set up and connected to the Telephony Server to carry the cal l inf or­mation associated with the forwarded call. This enables the Tele­phony Server to invoke the appropriate call interface.

Call-Me/Meet-Me is a service that enables users to control message
recording and playback from their desktops, while using their tele­phone as the microphone and speaker. To provide long distance Call­Me/Meet-Me, the line assigned to the Telephony Server port that sup­ports Call-Me/Meet-Me must have long distance outdialing privi­leges. That line can be shared by the line that supports paging.

Fax support:

• Incoming faxes: OnePoint Messenger enables a user to receive
faxes in his or her mailbox in two ways:

• The standard method i s that fax sende rs sim ply call the user’ s

extension, then press 5 to deposit the fax in the mailbox.

• DID fax: Y ou can give a user a second extension not con-

nected to a physica l set. The user would adverti se t he line as
a dedicated fax line that callers could dial to send a f ax to the
user without the risk of having the user answer the fax call.

• Outgoing faxes: At le ast one line that provides long distance out-
dialing must be dedicated to outgoing faxes.

26 Chapter 2, Configuring the SX-2000 LIGHT

Message notification s: Notifications of incoming messages c an be
provided by Message Waiting Indicators (MWI) on users’ sets and by
paging users’ pagers and offsite telephones. MWI lets users know
when they have unplayed messages usually with a light, stutter tone,
or display on the user’ s phone .

T o support MWI indicators, those user extensions must be enabled to
receive MWI, including turning off MWI afte r the user plays the mes­sage. To support paging, an outdial line is required to the Telephony
Server that allows long distance outdialing.

For the OnePoint Messenger installer, make a written rec ord of the
line numbers that you enable for OnePoint Messenger, their functions
(Message Center, Message Waiting Indicator , e tc.) and pilot numbers.

PBX Programming Overview and Assumptions

The examples shown in this chapter are intended to show the pro­gramming of each stage individu al ly. For example, voice mail pro­gramming is shown, followed by programming for the Automated
Attendant, and so on. In reality, the Digit Modification and Class of
Restriction (C OR) groups, for exampl e, could be th e same. The tr unk
group used for voice mail, the Automated Atte ndant, and Fax on
Demand could be the same if you do not want to separate the traffic.
It is important to note, however, that, if the system is configured in
this way, the link may be taken up with Fax on Demand, leaving no
resources for voice mail, etc.

Not all of the values in the tables in this chapter are required exactly
as shown to enable OnePoint Messenger. For example, as shown
below in Table 2-1where the Trunk Group number matches its Trunk
Service number to show the assoc iati on between the two, whi ch is n ot
required.

Each of the digital trunks will be associ ated with a DSP resource on
the NMS card. In our simple 8-port example, trunks T101 to T108
will be associated with Line 1 to Line 8 in the Show N Tel Setup pro­gram. Each Show N Tel line is a DSP resource that can be configured
to perform a set task, such as Telephony Server, Send Fax, or Notifi­cation (the Full, MWI, CM, or Paging versions—see page 74). For
our 8-port example, we show the programming sequence to create
three pilot numbers—for the Message Cente r, Automated Attendant,
and Fax on Demand. All three pilot numbers access the same hu nt
group, so we rely on the integration dat a to tell OnePoint Messenger

PBX Programming Overview and Assumptions 27

how to answer the call. The following table shows how Show N Tel

g

lines and assigned applic at ions map to their attached PBX trunks:

Table 2-1 PBX Trunks Mapped to SNT Lines and Applications

T runk

Service

21 21 101 1 Telephony Server
21 21 102 2 Telephony Server
21 21 103 3 Telephony Server
21 21 104 4 Telephony Server
21 21 105 5 Telephony Server
22 22 106 6 Notifi cation (Full)
22 22 107 7 Notifi cation (Full)
23 23 108 8 Send Fax

T runk

Group

T runk

SNT
Line

SNT

Application

Using Table 2-1, Show N Tel Line 1 through Line 5 (Trunks 101
through 105) will be accessed by calls to voic e mail (the Message
Center), the Automated Attendant, or Fax on Demand. Show N Tel
Lines 6 and 7 will be used to send paging notifications, Call-Me ses­sions, and MWI. Show N Te l Line 8 will be used only for sending
fax information to a line connected to the PSTN. For more on setup
alternatives, see “Integration Strategy” on page 16 in Chapter 1.

Figure 2-1 Trunk and Extension Topology

Auto Attendant

8902

Trunk Group 21

Trunks 101 -105

Fax On Demand

8903

Trunk Grou p 21

Trunks 101-105

Messa

ARS Route 21

Trunk Group 21

Tru nks 101-105

e

Center

8900

8800

8700

HCI Reroute
(CR Always)

Pilot Number

Speed Call

Actual Number

ARS

28 Chapter 2, Configuring the SX-2000 LIGHT

*CR Always : call rerouted always
Figure 2-1 shows how calls to the three pilot numbers are routed:

• The Message Center pilot is set up as an HCI Reroute—an auto-

matic routing of the call through a speed dial number to an Auto-
matic Route Selection (ARS) R oute number and then to the trunk
group (Trunk Gr oup 21 in this example) set up to connect the
Message Center lines to the Telephony Server.

• In this example, the Automated Attendant and Fax on Demand

pilots are in the Message Center hunt group and use the same
trunk group. They access the trunk group dir ect ly, and do not use
the HCI Reroute facility.

This chapter d etails the entries you must make on t he forms to enable
the topology shown above, using the setu p sequence shown in “Forms
Checklist” on page 29.

An alternative topology, as described in “Integration Strategy” on
page 16 in Chapter 1, is to dedicate lin es to Automat ed Attendant
and/or Fax on Demand. In that case, you would create s eparate trunk
groups for those services. See “Programming the Automated Atten­dant (Reception ist)” on page 43 and “Programming Fax on Demand”
on page 44. You might do this when you have more lines connected
to the Telephony Server, or when you want to provide more assured
access to one of those services.

You must also create trunk groups to provide outdial functionality,
such as new-message notifica tions by pag i ng and fax.

Directory Number 7999

Directory Number 7999 (DN 7999) provides a backup route for
MWI, because the default timer turns of f MWI lights after eight
hours. You will create Class of Service 64 to be assigned to DN 7999
(see “Class of Serv ice for Stations” on page 31), allocate DN 7999 in
the Single Line Assignment Form (see “Creating Directory Number
7999” on page 39), then ass ign DN 7999 to the Message Center hunt
group (see “Assigning a Hunt Group to the Message Center” on
page 39). DN 7999 appears automatically on the Call Rerouting
Assignment form.

Forms Checklist

The following checklist de tails the PBX forms that you must use
(unless labelled "Optional") to enable the integration with the

PBX Programming Overview and Assumptions 29

OnePoint Messenger Telephony Server. The table sequen ce repre­sents a typical sequence in which you would edit the forms. This
chapter follows that sequence, with a few excep tions, such as present­ing the Class of Service setup first.

Table 2-2 SX-2000 Forms Checklist

Forms See Page
PBX System Level Programming

• Dimension and Feature Select ion

• Systems Options Assignment

• Cabinet Assignment

• System Configuration
Digital Link Programming

• Digital Link Descript or Assignment

• Digital Link Assignment
Trunk Progr amming

• MSDN-DPNN-DASS-II Trunk Ci rcuit Descriptor Assignment

• Trunk Serv ice Assignment

• Trunk Assignm ent

• Trunk Group Assignment

• Class of Service Assignment

32
32
33
33

34
36

36
37
37
38
31

Hunt Group Programming

• Hunt Group Assignment

39

HCI Reroute Programming

• System Speed Call Assignment

• Call Reroute Assignment

• Call Reroute Always Alternative

• Route Assignment

• Automatic Route Selection Assignment

• Digit Modificatio n Assignment (Optional)

• Class of Restriction Assignm ent (Optional)

40
41
41
42
42

not shown

43

Station Programming

• DNI Assignment

• Single Line Assignment

• Class of Service Assignment

• Call Rerouting First Alternative

• Call Rerouting Second Alter nat ive (Optional)

30 Chapter 2, Configuring the SX-2000 LIGHT

not shown
not shown
not shown

31

not shown
not shown