Nortel BCM 4.0 Manual

Unified messaging configuration guide
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BCM 4.0 Unified Messaging Configuration
Guide
BCM 4.0
CallPilot
Document Status: Standard
Document Version: 03
Part Code: N0060611
Date: September 2007

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Summary of Contents for Nortel BCM 4.0

  • Page 1 BCM 4.0 Unified Messaging Configuration Guide BCM 4.0 CallPilot Document Status: Standard Document Version: 03 Part Code: N0060611 Date: September 2007...
  • Page 2 Nortel Networks. Trademarks Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
  • Page 3: Revision History

    Revision history Revision history September 2007 This document is issued for general release. BCM 4.0 Unified Messaging Configuration Guide...
  • Page 4 Revision history N0060611 N0060611...
  • Page 5: Table Of Contents

    Contents Chapter 1 Getting started ..........7 About this guide .
  • Page 6 Contents Configuring Netscape Messenger deletions ......43 Configuring Eudora Pro ..........45 Installing Unified Messaging in a Citrix Thin Client environment .
  • Page 7: Getting Started

    Chapter 1 Getting started About this guide The BCM 4.0 Unified Messaging Configuration Guide describes how to install, configure, and troubleshoot Unified Messaging on a Business Communications Manager (BCM) system and on subscribers’ computers. You can install CallPilot Unified Messaging on subscribers’ computers, or subscribers can perform some configuration and troubleshooting tasks under your guidance.
  • Page 8: Software Requirements

    Chapter 1 Getting started Optional hardware • a sound card and a set of speakers for playing messages on a computer • a microphone for recording messages on a computer Note: The maximum number of Unified Messaging clients supported on the Business Communications Manager is 200.
  • Page 9: Audience

    Chapter 1 Getting started • Netscape Messenger 6.2x • Netscape Mail 7.0 • Qualcomm Eudora Pro 6.1.2 Format for voice messages Business Communications Manager uses the G711 format to record and store voice messages. CallPilot 150 uses G723.1. Since the Unified Messaging player records and plays messages in WAV format, Business Communications Manager or CallPilot messages must be converted to WAV before playing, and composed messages must be converted to G711 or G723.1 to be stored on Business Communications Manager or CallPilot 150.
  • Page 10: Symbols And Text Conventions

    Chapter 1 Getting started Symbols and text conventions These symbols are used to Highlight critical information for the BCM system: Caution: Alerts you to conditions where you can damage the equipment. Danger: Alerts you to conditions where you can get an electrical shock. Warning: Alerts you to conditions where you can cause the system to fail or work improperly.
  • Page 11: Related Publications

    Chapter 1 Getting started These conventions and symbols are used to represent the Business Series Terminal display and dialpad. Convention Example Used for Word in a special font (shown in Command line prompts on display telephones. ïïï ï ï the top line of the display) Underlined word in capital letters Display option.
  • Page 12: How To Get Help

    To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: http://www.nortel.com/erc...
  • Page 13: Configuring Your System For Unified Messaging

    Chapter 2 Configuring your system for Unified Messaging Before you install Unified Messaging Before using Unified Messaging: • In Element Manager, enable the Unified Messaging keycode and the (optional) Fax keycode. For information on enabling software keycodes, refer to the Keycode Installation Guide. •...
  • Page 14: Configuring Environments Without A Dns

    Chapter 2 Configuring your system for Unified Messaging IMAP lets subscribers check for messages from any location with an Internet connection. IMAP also lets subscribers access messages from multiple locations. IMAP is a method of accessing electronic mail or bulletin board messages that are kept on a shared mail server. IMAP lets a client e-mail program access remote message stores as if they were local.
  • Page 15: Configuring Unified Messaging With Ip Address Only

    Chapter 2 Configuring your system for Unified Messaging For Internet Mail clients, the format for addressing a message is <SMTP/VPIM prefix><Mailbox number>@<BCM HOST name>.localdomain. Configuring Unified Messaging with IP address only If you do not use DNS to resolve domain names, configure the Business Communications Manager system and client computers to use an IP address only: Ensure the Business Communications Manager is not configured to use DNS.
  • Page 16 Chapter 2 Configuring your system for Unified Messaging To configure access to the Business Communications Manager on a subscriber computer On each subscriber computer: Start Unified Messaging for the first time on the client computer. The Unified Messaging Logon page appears. In the Server box, type the IP address.
  • Page 17: Installing And Configuring Unified Messaging

    Chapter 3 Installing and configuring Unified Messaging It takes approximately 10 minutes to install Unified Messaging. Depending on the subscribers’ expertise, you can ask them to install Unified Messaging on their computer. Installation information Before you install Unified Messaging on a subscriber’s computer: •...
  • Page 18: Fax Feature Requirements

    Chapter 3 Installing and configuring Unified Messaging Fax feature requirements There are three new fax features added to CallPilot 2.5 Unified Messaging: • Fax Mail Merge • Custom Fax Cover Sheets • Integrated Fax Messaging Controls The CallPilot Fax Mail Merge feature allows you to customize and send fax messages to multiple recipients using Microsoft Word’s Mail Merge utility.
  • Page 19: Installing Unified Messaging

    Chapter 3 Installing and configuring Unified Messaging Click Add/Remove Programs icon. The Add/Remove Programs properties dialog box appears. In the list, select Nortel Unified Messaging and click the Remove button. The dialog window opens to confirm the deletion. Click OK.
  • Page 20 Chapter 3 Installing and configuring Unified Messaging The setup program starts and the Welcome window appears. 10 Click the Next button. The Language screen appears. N0060611 N0060611...
  • Page 21 Unified Messaging. Nortel recommends that you install Unified Messaging in the default folder. The E-mail client screen appears. 13 Select the check boxes for the e-mail clients that you use.
  • Page 22 Chapter 3 Installing and configuring Unified Messaging 14 Click the Next button. The CallPilot Server Settings screen appears. 15 In the Server name or TCP/IP address box, type the FQDN or IP address of the Business Communications Manager system. 16 In the Server SMTP/VPIM prefix box, type the SMTP/VPIM prefix of the CallPilot subscriber’s address.
  • Page 23 Chapter 3 Installing and configuring Unified Messaging 19 Click the Next button. The LDAP Server Settings screen appears. 20 In the LDAP server or TCP/IP address box, verify that the LDAP Server name or IP Address is that of your system. Ensure the Anonymous logon check box is not selected.
  • Page 24 Chapter 3 Installing and configuring Unified Messaging box. This driver lets you customize and send fax messages to multiple recipients using Microsoft Word Mail Merge utility. If any of these options appear dimmed, they are not supported by Unified Messaging for the type of e-mail client you have chosen, and the appropriate fax drivers are pre-selected.
  • Page 25 Chapter 3 Installing and configuring Unified Messaging 25 Click the Finish button to complete the installation. If you chose to install the fax printer driver, the Fax Printer Driver dialog box appears. 26 Click the Yes button to continue. If you are not already logged on with administrator privileges, the Administrator Logon Information dialog box appears.
  • Page 26 Chapter 3 Installing and configuring Unified Messaging 28 Click the Finish button. The Setup Complete screen appears. 29 Click the Finish button. N0060611 N0060611...
  • Page 27: Setting The Default E-Mail Client

    Chapter 3 Installing and configuring Unified Messaging Setting the default e-mail client After you install Unified Messaging, you must set the default e-mail client. To set the default e-mail client Click the Windows Start button, point to Settings and click Control Panel. The Control Panel window appears.
  • Page 28: Configuring Mail Delivery Folders For Outlook

    Configuring mail delivery folders for Outlook Microsoft Outlook is automatically configured when you install Unified Messaging. By default, CallPilot messages are stored in a separate message store from the Outlook Inbox. Nortel recommends that subscribers keep their CallPilot messages separate from their Outlook messages.
  • Page 29: Configuring Outlook 2002 And 2003

    Chapter 3 Installing and configuring Unified Messaging Configuring Outlook 2002 and 2003 Outlook 2002 and 2003 handle mail accounts differently than previous versions of Outlook. This section describes how to configure the Unified Messaging options for Outlook 2002 and 2003. To set Unified Messaging options In Outlook, on the Tools menu, click E-mail Accounts.
  • Page 30 Chapter 3 Installing and configuring Unified Messaging • 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. Click Finish. To configure access to the CallPilot Address Book In Outlook, on the Tools menu click E-mail Accounts.
  • Page 31: Configuring Novell Groupwise

    Chapter 3 Installing and configuring Unified Messaging Configuring Novell GroupWise This section describes 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 2.5 Unified Messaging User Guide for Novell GroupWise or the online Help. Note: If the subscriber uses Novell GroupWise, the subscriber must have Windows Messaging 4.0 installed on their computer.
  • Page 32 Chapter 3 Installing and configuring Unified Messaging In the Server box, enter the Business Communications Manager system name or IP address. In the SMTP/VPIM prefix box enter the SMTP/VPIM prefix of the subscriber’s address. If the Network Messaging option is not enabled, leave this box blank. If Network Messaging is installed, enter the value in CallPilot Manager, in the Digital Networking Properties page, in the Local Prefix box.
  • Page 33: Configuring Lotus Notes

    Desktop Messaging. Nortel recommends the automatic update option. It provides the optimal configuration for message storage, is compatible with customized database designs, and does not require any manual updates to the database design.
  • Page 34: Updating The Database Manually

    Chapter 3 Installing and configuring Unified Messaging Updating the database manually You should update the database design manually only if: • the subscriber wants CallPilot messages stored in the same Inbox as their Lotus Notes e-mail messages • the subscriber’s database design has not been customized, and the subscriber does not intend to customize the database design in the future •...
  • Page 35: Configuring Internet Mail Clients

    Chapter 3 Installing and configuring Unified Messaging To remove the Lotus Notes password prompt for Unified Messaging Lotus Notes 5.0: In Lotus Notes, on the File menu click Tools and click User ID. The Enter Password dialog box appears. Type your Notes password, and then click the OK button. The User ID dialog box appears.
  • Page 36: Configuring Outlook Express Or Outlook In Internet Mail Mode

    Chapter 3 Installing and configuring Unified Messaging Configuring Outlook Express or Outlook in Internet Mail mode If your Internet Mail client is Microsoft Outlook Express or Outlook, use the following procedures. Depending on the Internet client you use, the options you see can be slightly different. To configure an IMAP account on Outlook or Outlook Express Start Outlook.
  • Page 37 Chapter 3 Installing and configuring Unified Messaging 12 In the Password box, type the subscriber’s CallPilot mailbox password. Do not select the Log on using Secure Password Authentication (SPA) check box. 13 Click the Next button. The Internet Connection Wizard - Internet Mail Logon screen appears. 14 In the Account name box, type the subscriber’s SMTP/VPIM prefix and mailbox number.
  • Page 38 Chapter 3 Installing and configuring Unified Messaging 10 Click the Finish button. The Internet Accounts screen appears. 11 Click the Properties button, and then click the Advanced tab. 12 If your network is slow, move the slide bar under Search timeout toward Long to increase the timeout.
  • Page 39: Configuring Netscape Messenger

    Chapter 3 Installing and configuring Unified Messaging If the subscriber has addresses from the CallPilot LDAP directory in their Outlook Express personal address book: • In the Address Book, right-click the recipient’s name. • Select Properties, and then select the Name tab. The Properties screen appears.
  • Page 40 Chapter 3 Installing and configuring Unified Messaging In the E-mail address box, enter the subscriber’s e-mail address in the form: 14165556003@voiceuser.callpilot.com FQDN of Business SMTP/VPIM prefix mailbox number Communications Manager • 1416555 is the SMTP/VPIM prefix. • 6003 is your CallPilot mailbox number. •...
  • Page 41 Chapter 3 Installing and configuring Unified Messaging 22 From the Mail & Newsgroups category, select Copies and Folders. 23 Make sure all the check boxes are clear. 24 From the Mail & Newsgroups category, select Formatting. 25 From Message formatting, select Use the plain text editor to compose messages. 26 From the Mail &...
  • Page 42: Configuring Netscape Messenger To Store Messages Locally

    Chapter 3 Installing and configuring Unified Messaging Configuring Netscape Messenger to store messages locally You must configure subscribers’ accounts to store messages locally rather than on the IMAP server. To configure Netscape Messenger 6.2x On the Edit menu, click Preferences. The Mail &...
  • Page 43: Configuring Netscape Messenger Deletions

    Chapter 3 Installing and configuring Unified Messaging Configuring Netscape Messenger deletions If subscribers use Netscape Messenger 6.2x, you must configure their inbox to handle message deletion. On the Edit menu, click Preferences. The Mail & Newsgroups account settings dialog box appears. From the When I delete a message list box, select Mark it as deleted.
  • Page 44 Chapter 3 Installing and configuring Unified Messaging • For the email address, enter the email address in this form: 14165556003@voiceuser.callpilot.com FQDN of Business SMTP/VPIM prefix mailbox number Communications Manager • 416555 is the SMTP/VPIM prefix. • 6003 is your CallPilot mailbox number. •...
  • Page 45: Configuring Eudora Pro

    Chapter 3 Installing and configuring Unified 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. To configure an IMAP account on Eudora Pro Double click the Eudora Pro icon.
  • Page 46 Chapter 3 Installing and configuring Unified Messaging Check that the Logon Name box contains the part of the subscriber’s CallPilot mail address that comes after the at (@) sign, and click the Next button. The New Account Wizard - Incoming E-Mail Server screen appears. 10 Check that the Incoming Server box contains the FQDN of the Business Communications Manager system.
  • Page 47 Chapter 3 Installing and configuring Unified Messaging 11 In the Search Base box type the search base for the CallPilot directory. The search base is ou=users,ou=callpilot. 12 Click the OK button. You return to the Directory Services screen. To test the Eudora Pro IMAP account From your telephone, log on to your CallPilot mailbox.
  • Page 48: Installing Unified Messaging In A Citrix Thin Client Environment

    Chapter 3 Installing and configuring Unified Messaging Installing Unified Messaging in a Citrix Thin Client environment The system administrator of a Citrix Thin Client environment must install and configure Unified Messaging on the Windows Terminal Server before users can access it. Unified Messaging should only be installed on the Windows Terminal Server;...
  • Page 49: Configuring Unified Messaging In A Citrix Thin Client Environment

    This is required to provide access to the Nortel Fax/ Nortel Fax Batch printers. This step may be skipped if access to the Nortel Fax/Nortel Fax Batch printers is not required. This step may also be skipped when publishing the Window's desktop.
  • Page 50: Citrix Thin Client Configuration Overview

    Chapter 3 Installing and configuring Unified Messaging The -P option should work for most applications. However, if an application still does not work with the Nortel Fax/Nortel Fax Batch printers, use the option -A instead of -P. Lotus Notes requires -A instead of -P.
  • Page 51: Manual Outlook 2002 (Xp) And 2003 Configuration

    Chapter 3 Installing and configuring Unified Messaging Working Directory to: C:\"Windows directory"\system32 Save the application. Once the administrator had installed Unified Messaging on the Windows Terminal Server, each Citrix Thin Client user must add Unified Messaging to their client computer's mail profile. Automatic Configuration Users can automatically add Unified Messaging to their default e-mail profile.
  • Page 52 Chapter 3 Installing and configuring Unified Messaging In the E-mail Accounts dialog box, select Add a new e-mail account and click Next. Select Additional Server Types and click Next. N0060611 N0060611...
  • Page 53 Windows Terminal Server. The location of the user’s profile in the default location prevents inadvertent access or overwrite of another user’s files. Nortel does not recommend changing the default location of the Address Book file. If the Address Book location is changed, conflict with other users can occur.
  • Page 54 Open CallPilot Message Store File window. Nortel does not recommend changing the default location of the Message Store file. If the user changes the location of the Message Store file, it can conflict with another user. The location of the user’s profile in the default location prevents inadvertent access or overwrite of another user’s files.
  • Page 55: Manual Outlook 2000 Configuration

    Windows Terminal Server. This prevents one user from inadvertently accessing or overwriting another user's files. Nortel does not recommend changing the default location of the Address Book file. If the user changes the location of the Address Book file, changing location can conflict with another user.
  • Page 56 Click Open in the Click Open in the Create/Open CallPilot Message Store File window. Nortel does not recommend changing the default location of the Message Store file. If the user changes the location of the Message Store file, it can conflict with another user. The location of the user’s profile in the default location prevents inadvertent access or overwrite of another user’s...
  • Page 57: Configuring Lotus Notes

    Run CallPilotUnifiedMessagingLotusServertools.exe from the Lotus server. This installs LNSERVER.EXE files on the Lotus server and automatically runs LNSERVER.EXE. Start Update database design. From the Start menu, choose Programs>Nortel CallPilot Unified Messaging>Update Database Design. The Update CallPilot mail databases dialog box appears.
  • Page 58 Chapter 3 Installing and configuring Unified Messaging Select mail files to update, and then click Open. To add the CallPilot database to the Lotus Notes workspace Run LNSERVER.EXE. An empty callpilot.nsf is copied to the Lotus Notes server. From the Lotus Notes workspace, choose File>Database>Open. The Open Database dialog box appears.
  • Page 59: Configuring Novell Groupwise

    Chapter 3 Installing and configuring Unified Messaging Select Program, and then click Add Program. The Program page appears. Type nmlnadbk.exe in the Program name box. Ensure the Command line box is empty. Set Enabled/disabled to ENABLED. Select the time and frequency that you want the update utility to run. Click Save, and then close the dialog box.
  • Page 60: Configuring Internet Mail Clients

    Chapter 3 Installing and configuring Unified Messaging To manually configure CallPilot Log on to Novell GroupWise. Open the address book. Choose File->Services. Once the Novell Default Settings Properties window appears, follow the steps in the section Manual Outlook 2000 Configuration to configure the CallPilot Desktop Messaging service, even if Outlook XP is installed on the computer.
  • Page 61: Feature Limitations

    Chapter 3 Installing and configuring Unified Messaging Feature Limitations There are some Unified Messaging feature limitations when you use a Citrix Thin Client. Microsoft Outlook Users of CallPilot Desktop Messaging have the ability to toggle between the CallPilot and Standard E-mail form. This setting is maintained in the HKEY_CLASSES_ROOT registry key. In a Citrix Thin Client environment, all client computers refer to the same HKEY_CLASSES_ROOT registry key on the Windows Terminal Server.
  • Page 62: Localization

    The system administrator must manually modify the command line of all published applications to provide access to the Nortel Fax / Nortel Fax Batch printers. Failure to do so prevents Citrix users from printing to the Nortel Fax / Nortel Fax Batch printers.
  • Page 63: Troubleshooting

    If the suggested solution does not correct the problem, contact your Nortel representative. The problems discussed here apply to all clients unless otherwise noted. Perform the suggested procedures from the desktop computer, or, where noted, the Business Communications Manager or administration client.
  • Page 64 Chapter 4 Troubleshooting Select the Version tab. The version number for Unified Messaging is displayed. Microsoft Outlook default mail client You see the error message when you install Unified 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 as the default mail client, the subscriber can change to another client after Unified Messaging is installed.
  • Page 65 Install CallPilot Unified Messaging on the Lotus Notes server computer by running Server, setup.exe. Start Update database design. To locate the Update database design program, click Start, point to Programs, point to Nortel CallPilot Desktop and click Update database design. From Update CallPilot Mail databases, select Add CallPilot components or Remove CallPilot components.
  • Page 66: Troubleshooting Logon Problems

    Chapter 4 Troubleshooting Troubleshooting logon 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 Unified Messaging is configured with the proper settings.
  • Page 67 Chapter 4 Troubleshooting No desktop capabilities The subscriber tries to log on and sees this message: If this occurs, make sure that: • you have enabled enough desktop messaging keycodes. If there are not enough keycodes enabled the subscriber will be able to log in to the mailbox through the telephone interface but not the desktop.
  • Page 68: Troubleshooting Outlook 2002 Problems

    Outlook does not automatically send the message when the subscriber clicks the Send button. To send the message, the subscriber must click the Send/Receive button on the Outlook toolbar. To fix this issue, Nortel recommends subscribers install Outlook 2002 SP 1 from Microsoft. Accessing CallPilot support tools in Outlook 2002 This section describes how to use CallPilot support tools specific to Unified Messaging for Outlook 2002.
  • Page 69: Troubleshooting Lotus Notes Logon Problems

    Chapter 4 Troubleshooting Troubleshooting Lotus Notes logon problems When Unified Messaging is installed, Unified 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 70 Chapter 4 Troubleshooting 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.
  • Page 71: 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 Actions menu, click Download CallPilot Address Book.
  • Page 72 Chapter 4 Troubleshooting To fix the Outbox On the subscriber’s computer, on the Tools menu click Services. The Services dialog box appears. Select CallPilot Desktop Messaging. Press the Ctrl + Shift keys, and click Properties. The CallPilot Outbox Fix dialog box appears. Click the Fix outbox button.
  • Page 73 Chapter 4 Troubleshooting • Ask the subscriber to verify that no attachment is empty. An empty attachment causes the entire message to be rejected. Delete the empty attachment and try sending the message again. Verify that you can ping the Business Communications Manager: At the DOS prompt, type: ping <Business Communications Manager FQDN>...
  • Page 74 TIFF-F, WAV, VBK, or text files. • Ensure that the subscriber and the recipients can send and receive fax (TIFF-F) messages. Also, ensure that all TIFF files are TIFF-F files created using the Nortel Fax Printer. Not all TIFF files are class F. •...
  • Page 75 The phone rings again. Tell the subscriber that if the Status bar still says Open Pending, hang up again, wait three to five minutes, then try to play the message again. If this problem persists, contact your Nortel Customer Technical Support.
  • Page 76 Chapter 4 Troubleshooting 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 the subscriber’s Desktop Inbox. This discrepancy can occur because messages are downloaded from the Business Communications Manager with the same frequency as e-mail messages (this applies only to Lotus Notes subscribers).
  • Page 77: Internet Mail Client Error Messages

    Chapter 4 Troubleshooting In sent messages, digits or symbols appear instead of language-specific symbols The only character sets that are supported are us-ascii and ISO-8859-1. The messaging client must be configured to use ISO-8859-1 character encoding, usually displayed as the option Western (ISO-8859-1) or Western European ISO in most e-mail applications.
  • Page 78 Chapter 4 Troubleshooting Code Error message Recipients are not able to receive messages with a private tag. Please try sending the message again without the private tag. The system does not allow messages that are this large. (NOTE: The maximum message length is 30 minutes.) A problem occurred in the network.
  • Page 79 Chapter 4 Troubleshooting Code Error message Invalid mailbox number/password. Maximum number of invalid login attempts in this session occurred. Please restart your login session. Invalid login. Cannot access system resources. Try again later. Too many login failures. Too many authentication failures. Autologout;...
  • Page 80: Replacing The Mail Database In Lotus Notes

    Chapter 4 Troubleshooting Replacing the mail database in Lotus Notes Replace the Lotus Notes mail database only if: • a subscriber wants CallPilot messages to be stored in the same Inbox as their Lotus Notes e-mail messages • the subscriber’s database design has not been customized, and the subscriber does not intend to customize the database design in the future •...
  • Page 81 Chapter 4 Troubleshooting Select the mail database icon. Choose File > Database > Replace design. Design dialog box appears. The Replace Database Select the Show advanced templates check box. Select CallPilot Mail (R4.5), CallPilot Mail (R4.6), or CallPilot Mail (R5.0), as required. Make sure that: •...
  • Page 82: Accessing Unified Messaging Online Help

    Chapter 4 Troubleshooting Accessing Unified Messaging online Help Unified Messaging for Microsoft Outlook, Novell GroupWise, and Lotus Notes provides stan- dard 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 83: Using Unified Messaging Support Tools

    Chapter 4 Troubleshooting Using Unified 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 84: Cptrace

    Note: Running CPTrace affects how CallPilot works. It is possible that you will not be able to reproduce problems while CPTrace is running. CPTrace.exe is installed with each desktop client in the \Program Files\Nortel\<client directory>: • for Microsoft Outlook, in nmdc •...
  • Page 85 Chapter 4 Troubleshooting CPTrace settings The CPTrace settings are stored in the Windows registry. The existing settings are used each time you run CPTrace. Table 2 CPTrace Settings Descriptions CPTrace Settings Logs all IMAP/SMTP traffic IMAP/SMTP Logs internal Outlook, Lotus Notes and GroupWise traffic Desktop client Logs Audio player traffic Audio Player...
  • Page 86 Chapter 4 Troubleshooting N0060611 N0060611...
  • Page 87: Index

    Index CPTrace 84 Access, to BCM 16 Accessing Help 82 Domain Name System (DNS) 73 configuring environments without a DNS 14 BCM, voice format 9 Entering domain name (IP address only) 15 CallPilot 150, voice format 9 Error message CallPilot Address Book No authorization to perform this operation 64 setting up in Outlook (Internet mail mode) 30 Error messages 77...
  • Page 88 Index IMAP clients Message waiting indicator 76 error messages 77 Microsoft IMAP clients, definition 8 Outlook (Internet mail mode) 8 Outlook Express 8 Installation requirements 17 Microsoft Outlook Installing Citrix configuration 50 Unified Messaging, estimated installation time 17 Microsoft Outlook (Internet mail mode) installing configuring access to CallPilot Address Book 30 Unified Messaging 19...
  • Page 89 Index server 14 Unified Messaging support tools 83 server name 36 uninstalling SMTP/VPIM 66 Unified Messaging 18 SMTP/VPIM prefix 17, 32, 35, 40, 44, 63 Uninstalling earlier version of Unified Messaging 18 Support tool User installation CPTrace 84 fax requirements 18 reset CallPilot message store 83 for Microsoft Outlook 83 Voice format 9...
  • Page 90 Index N0060611 N0060611...

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