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Nortel Alteon Link Optimizer 150 Installation And Maintenance Manual

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Download this manual See also: Administration Manual
CallPilot 100/150
Desktop Messaging
Installation and Maintenance
Guide
Part No. N0008714 02
22 November 2004

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  • Page 1 CallPilot 100/150 Desktop Messaging Installation and Maintenance Guide Part No. N0008714 02 22 November 2004...
  • Page 2 Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc. The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license.

  • Page 3: Table Of Contents

    Contents Chapter 1 Requirements for installing Desktop Messaging ..... 7 About CallPilot Desktop Messaging ........7 Hardware requirements .
  • Page 4 Contents Removing the CallPilot Message Store ....... . . 33 Configuring GroupWise for Desktop Messaging .
  • Page 5 The subscriber has message access problems ..... . . 56 The subscriber has problems sending messages ..... 56 In sent messages digits or symbols appear instead of language-specific symbols .
  • Page 6 Contents N0008714 02...

  • Page 7: Requirements For Installing Desktop Messaging

    Chapter 1 Requirements for installing Desktop Messaging About CallPilot Desktop Messaging With CallPilot Desktop Messaging from subscribers can access their CallPilot mailbox from their personal computer. Subscribers can manage all their voice messages in one graphical interface. They can still access their mailbox from their telephone at any time. With CallPilot Desktop Messaging subscribers can: •...

  • Page 8: Software Requirements

    Chapter 1 Requirements for installing Desktop Messaging Software requirements Integrated clients Integrated clients run with a corporate email server. You can use Desktop Messaging with one or more of these clients: • Microsoft Outlook 2000, 2002 (XP) and 2003 • Lotus Notes 4.6x, 5.x, 6.x (including 6.5) •...

  • Page 9: Where To Get Help

    Where to get help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.
  • Page 10 Chapter 1 Requirements for installing Desktop Messaging N0008714 02...

  • Page 11: Configuring Your System For Desktop Messaging

    Chapter 2 Configuring your system for Desktop Messaging Before you install Desktop Messaging Before installing and using Desktop Messaging: • In CallPilot Manager, make sure that the number of Maximum Outcalling Channels is enough to accommodate the expected CallPilot telephone player use. The Outcalling Channels value controls the number of simultaneous channels that can be used for outcalling.

  • Page 12: Configuring Imap/Ldap/Smtp Servers For Desktop Messaging

    Chapter 2 Configuring your system for Desktop Messaging Configuring IMAP/LDAP/SMTP servers for Desktop Messaging CallPilot supports IMAP/LDAP protocols, which let Desktop Messaging subscribers access their CallPilot mailboxes using Microsoft Outlook, Lotus Notes, Novell GroupWise, and selected third-party Internet mail clients: Microsoft Outlook Express, Netscape Messenger, and Qualcomm Eudora Pro.

  • Page 13: Configuring Environments Without A Dns

    Configuring environments without a DNS The Domain Name System (DNS) is an Internet service that translates domain names into IP addresses. Because domain names are alphabetic, they are easier for subscribers to remember. The Internet is based on IP addresses. Every time you use a domain name, therefore, a DNS must translate the name into the corresponding IP address.
  • Page 14 Chapter 2 Configuring your system for Desktop Messaging N0008714 02...

  • Page 15: Installing And Configuring Desktop Messaging

    Chapter 3 Installing and configuring Desktop Messaging It takes approximately 10 minutes to install CallPilot Desktop Messaging. Depending on the subscribers’ expertise, you can ask them to install Desktop Messaging on their computer. Installation information Before you install CallPilot Desktop Messaging on a subscriber’s computer: •...

  • Page 16: Uninstalling An Earlier Version Of Desktop Messaging

    If you use Microsoft Outlook, it can take an additional minute or two for the mail services to shut down. Click the Windows Start button, point to Programs, point to Nortel Networks CallPilot Desktop Messaging and click Uninstall CallPilot Desktop Messaging for the specific email client.

  • Page 17: Installing Desktop Messaging

    Installing Desktop Messaging You install Desktop Messaging from the CallPilot 100/150 Documentation and Client Software CD. Be sure to install the version of Desktop Messaging that is right for your system. Refer to: • “Choosing which version of Desktop Messaging to install” on page 17 •...

  • Page 18: Installing Only The Callpilot Player

    Chapter 3 Installing and configuring Desktop Messaging Installing only the CallPilot Player If you want only the CallPilot Player functionality of Desktop Messaging. you can install only the CallPilot Player component. With the CallPilot Player, you can record greetings, prompts or names as a .vbk file, and convert the files from .wav to .vbk format.

  • Page 19: Installing Desktop Messaging Version 2.0 Or 2.5

    Installing Desktop Messaging version 2.0 or 2.5 Load the CallPilot 100/150 CD in the CD-ROM drive of your computer. Double-click the CD folder and double-click the Optional Software folder. Double-click the Desktop Messaging folder. Double-click the folder for the 2.0 or 2.5 version of Desktop Messaging. Double-click the setup.exe icon.
  • Page 20 Click the Next button to accept the default directory, or click the Browse button if you want to locate other destination folders, and select the folder you want to install Desktop Messaging Nortel Networks recommends that you install Desktop Messaging in the default folder. 10 Click the Next button.
  • Page 21 11 Select the check boxes for the email clients that you use. Internet Mail clients include Microsoft Outlook Express, Microsoft Outlook in Internet mail mode, Netscape Messenger, and Qualcomm Eudora Pro. Notes: • If you want to install Outlook and GroupWise on the same computer, you must follow the procedure GroupWise”...
  • Page 22 Chapter 3 Installing and configuring Desktop Messaging 15 Click the Next button. The CallPilot Mailbox Number screen appears. 16 Enter the subscriber’s mailbox number. The mailbox number is usually the subscriber’s extension number. 17 Click the Next button. The LDAP Server Settings screen appears. 18 In the LDAP server name or TCP/IP address box type the LDAP server name or TCP/IP address of your system.
  • Page 23 19 Click the Next button. The Ready to Install! window appears. We recommend you leave the Update default mail profile box selected. If you are installing Desktop Messaging for Lotus Notes, you must enter your Lotus Notes password before the installation process continues. The Desktop Messaging installation program tries to detect Lotus Notes by searching for the notes.ini file on the hard drive.
  • Page 24 Chapter 3 Installing and configuring Desktop Messaging 20 Click the Next button. The installation progress bar appears and indicates that files are being copied. 21 Click the Finish button to complete the installation. N0008714 02...

  • Page 25: Installing Desktop Messaging Version 1.07

    Installing Desktop Messaging version 1.07 Load the CallPilot 100/150 CD in the CD-ROM drive of your computer. Double-click the CD folder and double-click the Optional Software folder. Double-click the Desktop Messaging folder. Double-click the folder for the 2.0 version of Desktop Messaging client. Double-click the setup.exe icon.
  • Page 26 Chapter 3 Installing and configuring Desktop Messaging Select the check boxes for the email clients that you use. Internet Mail clients include Microsoft Outlook Express, Microsoft Outlook in Internet mail mode, Netscape Messenger, and Qualcomm Eudora Pro. Notes: • If you want to install Outlook and GroupWise on the same computer, you must follow the procedure GroupWise”...
  • Page 27 11 Click the Next button to accept the default directory, or click the Browse button if you want to locate other destination folders, and select the folder you want to install Desktop Messaging Nortel Networks recommends that you install Desktop Messaging in the default folder. 12 Click the Next button.
  • Page 28 Chapter 3 Installing and configuring Desktop Messaging 14 Click the Next button. The CallPilot Server Settings screen appears. 15 In the Server Name or IP Address box type the FQDN or IP address of the CallPilot 100/150 system. 16 In the SMTP/VPIM prefix box type the SMTP/VPIM prefix of the CallPilot subscriber’s address.
  • Page 29 If you are installing Desktop Messaging for Lotus Notes, you must enter your Lotus Notes password before the installation process continues. The Desktop Messaging installation program tries to detect Lotus Notes by searching for the notes.ini file on the hard drive. If the file is not found, the Lotus Notes option is disabled during installation.

  • Page 30: After You Install Desktop Messaging

    Chapter 3 Installing and configuring Desktop Messaging After you install Desktop Messaging After you install Desktop Messaging: • Set the default email client. • Configure access to Desktop Messaging on subscribers’ computers • Set the Timezone and Daylight Savings Time setting in CallPilot Manager To set the default email client Click the Windows Start button, point to Settings and click Control Panel.

  • Page 31: Configuring Outlook 2002

    Configuring Outlook 2002 Outlook 2002 handles mail accounts differently than previous versions of Outlook. This section describes how to configure the Desktop Messaging options for Outlook 2002. To set Desktop Messaging options In Outlook, on the Tools menu, click E-mail Accounts. The E-mail Accounts wizard appears.
  • Page 32 Chapter 3 Installing and configuring Desktop Messaging • Do not select the Log on using Secure Password Authentication (SPA) check box. • Server Information—Enter the CallPilot fully qualified domain name (FQDN) for both the incoming and outgoing servers. Click Next. A message appears that confirms the changes.

  • Page 33: Configuring Novell Groupwise

    Configuring Novell GroupWise This section is an overview of how GroupWise is integrated with CallPilot. For information on how to use GroupWise to address, compose, open, delete, and perform other CallPilot operations, refer to the CallPilot 100/150 Desktop Messaging Quick Reference Guide or the online Help. Note: If the subscriber uses Novell GroupWise they must have Windows Messaging 4.0 installed on their computer.
  • Page 34 Chapter 3 Installing and configuring Desktop Messaging In the Mailbox box, enter the subscriber’s mailbox number. At Check for new messages (Automatically/Manually), if the subscriber uses ISDN or dialup, select Manually. This option saves on toll charges by not continuously checking for new messages on CallPilot 100/150.

  • Page 35: Configuring Lotus Notes

    Configuring Lotus Notes Updating the Mail database In Lotus Notes, the Mail database design determines which messages appear in the Notes message list. There are two ways to update the database design for Desktop Messaging: • automatic update: this updates the database automatically when you install Desktop Messaging (recommended).
  • Page 36 Chapter 3 Installing and configuring Desktop Messaging On the File menu, click Database, and then click Replace Design. The Replace Database Design dialog box appears. Select Template Server. The Template Server window appears. Select Local, and then click OK. Select the Show advanced templates check box. From the list box, select the version of CallPilot Mail for the version of Lotus Notes that you use.

  • Page 37: Configuring Internet Mail Clients

    Configuring Internet Mail clients CallPilot Desktop Messaging supports these Internet mail clients: • Outlook Express • Outlook in Internet mail mode • Netscape Messenger • Eudora Pro Note: You must use at least the minimum supported version of the Internet mail client. In particular, Netscape Messenger versions earlier than 4.5 are incompatible with CallPilot Desktop Messaging.
  • Page 38 Chapter 3 Installing and configuring Desktop Messaging In the E-mail address box type the subscriber’s CallPilot address in the form <SMTP/VPIM prefix><mailbox number>@<local CallPilot 100/150 system>. For example: 14165556003@voiceserver.ca.result.com, where: • 1416555 is the SMTP/VPIM prefix. If you use Message Networking, include this prefix. •...

  • Page 39: Configuring An Ldap Directory Service For Outlook Express Or Outlook

    Configuring an LDAP directory service for Outlook Express or Outlook Start Outlook. On the Tools menu, click Accounts. The Internet Accounts screen appears. Click the Directory Service tab. Click the Add button and click Directory Service. The Internet Connection Wizard starts. In the Internet directory (LDAP) server box type the FQDN or IP address of the CallPilot 100/150.

  • Page 40: Configuring Special Settings For Outlook Express Or Outlook In Internet Mail Mode

    Chapter 3 Installing and configuring Desktop Messaging Configuring special settings for Outlook Express or Outlook in Internet Mail mode Select the settings for the type of Outlook the subscriber uses. • If the subscriber uses Outlook Express: On the Tools menu, click Options. The Options screen appears.

  • Page 41: Configuring Netscape Messenger 4.X

    Configuring Netscape Messenger 4.x If the subscriber uses Netscape Messenger version 4.x as their Internet Mail client, use these procedures. If the subscriber uses Netscape Messenger 6.2, refer to Messenger 6.2” on page Notes: • If the subscriber uses Netscape with POP for email, Netscape cannot be configured with IMAP at the same time.
  • Page 42 Chapter 3 Installing and configuring Desktop Messaging 12 From When I delete a message, select Mark it as deleted. 13 Select the Clean up (“Expunge”) Inbox on exit check box. 14 Click the OK button. You return to the Mail Servers screen. 15 In the Outgoing mail (SMTP) server box type the FQDN or IP address of the CallPilot 100/ 150 system.

  • Page 43: Configuring An Ldap Directory Service For Netscape Messenger

    Configuring an LDAP directory service for Netscape Messenger Start Netscape Messenger. On the Communicator menu, select Address Book. The Address Book screen appears. On the File menu, select New Directory. The Directory Server Property screen appears. In the Description box, type a descriptive name for the subscriber’s CallPilot directory service.

  • Page 44: Configuring Netscape Messenger 6.2

    Chapter 3 Installing and configuring Desktop Messaging Configuring Netscape Messenger 6.2 If the subscriber uses Netscape Messenger version 6.2 as their Internet Mail client, use these procedures. If the subscriber uses Netscape Messenger version 4, refer to Messenger 4.x” on page Notes: •...

  • Page 45: Configuring An Ldap Directory Service For Netscape Messenger

    12 Click the Next button. The Account Name page appears. 13 Type a name for the CallPilot mailbox to help the subscriber to identify it in Netscape Mail. 14 Click the Next button. The Congratulations page appears. 15 Verify your CallPilot mailbox information and click the Finish button. 16 On the Edit menu, select Mail &...

  • Page 46: Configuring Eudora Pro

    Chapter 3 Installing and configuring Desktop Messaging Configuring Eudora Pro To change any part of this configuration after it is complete, on the Tools menu click Options to display the configuration screens. Configuring an IMAP account on Eudora Pro Double click the Eudora Pro icon. The New Account Wizard - Welcome to Eudora Pro! screen appears.
  • Page 47 12 Click the Next button without entering a location prefix. The New Account Wizard - Outgoing E-Mail Server screen appears. 13 Check that the Outgoing Server box contains the FQDN or IP address of the CallPilot 100/ 150 system, and then click the Next button. 14 Click the Finish button.

  • Page 48: Configuring An Ldap Directory Service For Eudora Pro

    Chapter 3 Installing and configuring Desktop Messaging Configuring an LDAP directory service for Eudora Pro Start Eudora Pro. On the Tools menu click Directory Services. From the Protocols box, select LDAP. Click the New Database button. The Modify Database screen appears. Click the Network tab.

  • Page 49: Troubleshooting

    Based on the expertise of subscribers, you can ask them to do some of the troubleshooting procedures. If the suggested solution does not correct the problem, contact your Nortel Networks representative.

  • Page 50: Microsoft Outlook Default Mail Client

    Chapter 4 Troubleshooting Microsoft Outlook default mail client You see the error message when you install Desktop Messaging: “Either Outlook is not the default mail client or there is no default mail client to fulfill the current request.” If Outlook is installed on the subscriber’s computer but they do not want Outlook to be their default mail client, they can change to another client after Desktop Messaging is installed.
  • Page 51 From Update CallPilot Mail databases, select Add CallPilot components or Remove CallPilot components. Click OK. From the Select database(s) dialog box, select one or a group of mail files to update. Click OK. CallPilot Desktop Messaging Installation and Maintenance Guide Chapter 4 Troubleshooting...

  • Page 52: Troubleshooting Log On Problems

    Chapter 4 Troubleshooting Troubleshooting log on problems Invalid credentials The subscriber sees messages such as “Invalid credentials. Please retry” or “The server could not be located. Please Retry.” On the subscriber’s computer, check that Desktop Messaging is configured with the proper settings.

  • Page 53: Troubleshooting Outlook 2002 Problems

    Troubleshooting Outlook 2002 problems These are issues with how Desktop Messaging works with Outlook 2002. These issues should be resolved with a future Outlook service release patch from Microsoft. Sending messages When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot window, Outlook does not automatically send the message when the subscriber clicks the Send button.

  • Page 54: Troubleshooting Lotus Notes Log On Problems

    Chapter 4 Troubleshooting Troubleshooting Lotus Notes log on problems When Desktop Messaging is installed, Desktop Messaging appears under Folders and Views. In the Personal Name and Address Book on Local database, two new views are created: • Groups (CallPilot) • People (CallPilot) Note: In Lotus Notes 5.0, these views are accessible only from the View menu.

  • Page 55: No Entries In Callpilot Personal Name And Address Book

    Make sure that: • the Inherit future design changes check box is selected • Hide formulas and LotusScript is not selected Select CallPilot Mail (R5.0) or (R6.0), depending on which version of Lotus Notes you use. Click Replace. Press F9 to refresh the window and display the names. No entries in CallPilot Personal Name and Address Book While in the Personal Name and Address Book window, the subscriber selects People (CallPilot) and does not see any entries in the CallPilot Address Book.

  • Page 56: Troubleshooting After Logging On

    Chapter 4 Troubleshooting Troubleshooting after logging on The CallPilot address book is empty Lotus Notes subscribers must log on to CallPilot before they can download the address book. Make sure that your Address Book—People (CallPilot) window is the active window. On the View menu, click Refresh.

  • Page 57: Messages Remain In The Subscriber's Outbox

    Messages remain in the subscriber’s Outbox On Microsoft Outlook, messages remain in the mail client outbox (not the CallPilot Message Store outbox). This problem can be caused by the migration from one server to another while maintaining the same Outlook client. Remove the Outlook server, then re-add it to the subscriber’s profile.

  • Page 58: Non-Delivery Notification

    Chapter 4 Troubleshooting • Ask the subscriber to check that their mailbox is not full. If their mailbox is full, they cannot send messages until some messages are deleted. • Ask the subscriber to check the format of the message address. If the FQDN after the @ symbol does not match the FQDN of CallPilot 100/150 configured to this mailbox, the message is rejected.

  • Page 59: Unknown" Appears In The Sender Field

    "Unknown" appears in the Sender field In some messages, the subscriber sees a name or phone number in the Sender field. In other messages, the subscriber sees “Unknown.” If the caller’s phone system has Calling Line ID, CLID information appears in the Sender field for messages that are created when people phone you and you are not available.

  • Page 60: Messages No Longer On Server

    Tell the subscriber that if the Status bar still says Open Pending, hang up again and wait three to five minutes and try to play the message again. If this problem continues, contact your Nortel Networks Customer Technical Support. The Message Waiting Indicator is active but there is no new message The subscriber’s telephone message waiting indicator is activated but there is no new message in...

  • Page 61: A Subscriber Who Forwards Or Replies To A Voice Message In Outlook Express Receives Non-Delivery Notification That The Attached Message Cannot Be Delivered

    Chapter 4 Troubleshooting A subscriber who forwards or replies to a voice message in Outlook Express receives non-delivery notification that the attached message cannot be delivered This occurs because when a subscriber forwards or replies to a voice message, Outlook Express inserts a text comment.

  • Page 62: Accessing Desktop Messaging Online Help

    Chapter 4 Troubleshooting Accessing Desktop Messaging online Help Desktop Messaging for Microsoft Outlook, Novell GroupWise, and Lotus Notes provides standard Help. Note: To access Internet Mail client Help, on the Messaging Administration menu click Internet Mail Client Administration. Internet Mail client Help contains Help for the CallPilot interface. Use the manufacturer’s online Help for questions about your Internet Mail client.

  • Page 63: Using Desktop Messaging Support Tools

    Using Desktop Messaging Support Tools Resetting the CallPilot message store for Microsoft Outlook This feature is available only for subscribers who use Microsoft Outlook. Resetting the CallPilot message store removes invalid or corrupt messages from the Inbox. Lotus Notes and GroupWise clients can reset their mailboxes by choosing the Refresh CallPilot Message List option.

  • Page 64: Using Cptrace

    Chapter 4 Troubleshooting Using CPTrace You can use CPTrace to collect information about problems with one of the desktop clients that CallPilot runs on. You save this information to a log file that you can analyze to determine the cause of the problem. Problems you can look for include: •...

  • Page 65: Cp Trace Settings

    CP Trace settings The CPTrace settings are stored in the Windows registry. The existing settings are used each time you run CPTrace. CP Trace settings IMAP/SMTP Desktop client Audio Player File Window Erase Clear Save Always on top Logs all IMAP/SMTP traffic Logs internal Outlook, Lotus Notes and GroupWise traffic Logs Audio player traffic Writes logs to a file.
  • Page 66 Chapter 4 Troubleshooting N0008714 02...

  • Page 67: Index

    Index Accessing Help 62 CallPilot Address Book setting up in Outlook (Internet mail mode) 32 setting up in Outlook Express 32 CallPilot Message Store 33 CLAN IP address 37 Configuring environments without a DNS 13 Eudora Pro 46 GroupWise 33 IMAP account on Outlook/Express 37 Internet mail clients 37 IP address only 13...
  • Page 68 Index configuring 35 error message 50 Message waiting indicator 60 Microsoft Outlook (Internet mail mode) 8 Outlook Express 8 Microsoft Outlook (Internet mail mode) configuring access to CallPilot Address Book 32 Microsoft Outlook 2002 configuring text formatting options 32 specifying e-mail settings 31 Microsoft Outlook Express configuring access to CallPilot Address Book 32 My LDAP server requires me to log on 39...

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Callpilot 100Callpilot 150

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