Page 1: Administrator Guide
Nortel CallPilot Administrator Guide NN44200-601...
Page 2 The process of transmitting data and call messaging between the CallPilot server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless speciﬁcally authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Page 3 RADISYS is a trademark of Radisys Corporation. SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA. SYBASE is a trademark of Sybase, Inc. TEAC is a trademark of TEAC Corporation US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics. WINZIP is a trademark of Nico Mark Computing, Inc.
Page 5 CallPilot 5.0, Standard 01.10. This document is up-issued to support changes in technical content documented in CR Q01641346. July 2007 CallPilot 5.0, Standard 01.09 of the Administrator Guide is issued for general release. July 2007 CallPilot 5.0, Standard 01.08 of the Administrator Guide is issued for general release.
Page 6 CallPilot 5.0, Standard 01.01 of the Administrator Guide is issued for general release. April 2006 CallPilot 4.0, Standard 1.11 of the Administrator Guide is issued for general release. December 2005 CallPilot 4.0, Standard 1.10 of the Administrator Guide is issued for general release.
Page 7 Email-by-Phone" has been moved to this document from the General Release Bulletin. A note was added to the procedure for logging on to the CallPilot server and a minor update to the section on the impact on system performance.
Page 9: Table Of Contents
Chapter 1 How to get help Getting help from the Nortel Web site 15 Getting help over the phone from a Nortel Solutions Center 15 Getting help from a specialist by using an Express Routing Code 16 Getting help through a Nortel distributor or reseller 16...
Page 10 Creating and deleting mailbox classes 40 Conﬁguring mailbox classes 40 Permitting use of optional uniﬁed messaging components 41 Providing users access to multiple address books on networked CallPilot servers 43 Finding mailboxes, administrators, or directory entries 44 Finding mailbox owners by name or mailbox number 44...
Page 11: Contents
Deﬁning global restrictions and permissions for off-switch dialing 122 Applying RPLs to thru-dialing services used by mailbox class members 122 Chapter 8 Backing up and restoring CallPilot information Overview 125 Considerations and guidelines for backing up and restoring data 126 How can the safety of backups be ensured? 126 Deﬁning backup devices and network destinations 127...
Page 12 12 Contents Customizing system prompts 146 Conﬁguring delivery to DNs not associated with CallPilot mailboxes 147 Chapter 10 Conﬁguring CallPilot services Voice messaging and call answering services 152 Controlling costs with dialing restrictions and permissions 153 Express voice messaging service 154...
Page 13: Contents
Step 6. Identify the caller service DN. 220 Step 7. Identify the transcriber service DN. 221 What is next? 221 Chapter 12 Monitoring the CallPilot server and resources Viewing the performance of CallPilot server 223 Finding information about the CallPilot server 224...
Page 15: Chapter 1 How To Get Help
Getting help over the phone from a Nortel Solutions Center If you don’t ﬁnd the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
Page 16: Getting Help From A Specialist By Using An Express Routing Code
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 17: Chapter 2 Callpilot Administration Overview
"CallPilot online Help and documentation" (page 22) "Using online sources" (page 23) What is CallPilot? CallPilot is a powerful uniﬁed messaging system that offers a single solution for managing many types of information, including • voice, fax, and e-mail messages •...
Page 18: What Is Callpilot Manager
To install pcAnywhere 12.0 on the remote PC, you must purchase a separate license for the remote PC. Logging on to the CallPilot server with CallPilot Manager You must use a web browser to log on to and administer the CallPilot server. Copyright © 2007, Nortel Networks ATTENTION...
Page 19 CallPilot Manager is typically installed on the CallPilot server. CallPilot Manager can also be installed on a stand-alone server; in this case, you must know the CallPilot Manager server host name or IP address, as well as the CallPilot server host name or IP address.
Page 20 If connection information is preconﬁgured, you can select a server or location from the Preset server list box. See servers and locations for logon" (page Type the CallPilot server host name or IP address in the Server box. If you are using Microsoft Internet Explorer: To reuse information...
Page 21: Determining The Callpilot Server Status
System ready indicator The system ready indicator (SRI) shows the current status of the CallPilot server. Use the SRI to monitor CallPilot server status at all times and identify problems with CallPilot call processing. The SRI appears in the upper right corner of each CallPilot Manager web page. The icon indicates the current CallPilot server status.
Page 22: Setting Security Options For Callpilot Manager Sessions
CallPilot servers you conﬁgure with CallPilot Manager. SSL requires additional bandwidth. Consider the available bandwidth and CallPilot Manager trafﬁc in your system when you decide which SSL option to use. SSL options SSL must be enabled both on the web server and in the client web browser...
Page 23: Using Online Sources
• the switch is installed and provisioned to support your CallPilot system If the CallPilot server is not installed, then install the server before proceeding. For installation instructions, refer to the Installation and Conﬁguration Task List (NN44200-306) and the Server Installation Guide for your server.
Page 24: Contacting Nortel
My CallPilot software contains a Useful Information area that provides access to end-user guides. To access online Help for the currently selected My CallPilot tab, click the Help button on the upper right corner of the My CallPilot screen. Desktop messaging provides product-speciﬁc Windows Help for groupware clients (Microsoft Outlook, Novell GroupWise, and Lotus Notes).
Page 27: Chapter 3 Delegating Administrative Tasks
If you are an administrator with all rights, you can • Create and maintain a set of user creation templates and mailbox classes to support management of a group of CallPilot administrators. • Set up support technicians as administrators without mailboxes with all administration rights.
Page 28: Adding Full Administrators Without Mailboxes
Update the administrative staff by adding administrators, one at a time. Adding full administrators without mailboxes Use the Admin Only Template to add a group of administrators who have access to all CallPilot Manager administrative functions, but do not have mailbox privileges. Admin Only Template The Admin Only Template has the following defaults deﬁned:...
Page 29: Adding An Individual Administrator
• the name of the user creation template that provides information for the administrator type (based on the Administrator Template) • ﬁrst and last names of the CallPilot administrator • the set of administrative rights required by the administrator •...
Page 30: Assigning Administrative Privileges
A specialized administrator is a mailbox owner who is granted access to speciﬁed CallPilot Manager functions. You need to know the tasks that are assigned to the mailbox owner, and the set of administrative rights required by the administrator.
Page 31 RPL Administration rights (to create specialized RPLs) Example 4: Messaging conﬁguration administrator Messaging conﬁguration administrators specify the message delivery rules for the entire CallPilot system. Classify these administrators as users with some administration rights with the following: • Message Delivery Conﬁguration Administration rights •...
Page 32 RPL Administration rights (to create specialized RPLs) Example 5: Mailbox service administrator Messaging service administrators add and conﬁgure CallPilot services such as fax and fax broadcast services, speech activated messaging services, and Email-by-Phone service. Classify these administrators as users with some administration rights with the following: •...
Page 33: Chapter 4 Mailbox Administration
"Using Auto Delete to delete a group of mailboxes in a single operation" (page 47) "Changing mailbox information" (page 48) "Changing individual mailbox properties" (page 49) "Mailboxes with fax deliveries and fax machine overﬂows" (page 53) Copyright © 2007, Nortel Networks Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard 5.0 9 November 2007...
Page 34: User Creation Templates And Mailbox Classes
User creation templates and mailbox classes are both used to manage mailbox privileges and properties. Functionality Changes Using templates to create new mailboxes CallPilot user creation templates provide a method for you to • create new mailbox owners efﬁciently • document the mailbox properties and user information that were applied to groups of mailbox owners when they were ﬁrst created...
Page 35: Creating And Deleting User Creation Templates
Planning a custom set of templates CallPilot supplies a basic set of user creation templates. When you ﬁrst conﬁgure your CallPilot system, decide which of the supplied templates you need and then customize each to suit your needs.
Page 36: Customizing Settings For New Mailboxes
Choosing a template for customization or duplication When you choose a supplied template for customization or duplication, ensure that the template includes all the settings you must use. CallPilot supplies the following user creation templates: • Regular User template •...
Page 37 The following table shows the list of all possible template setting groups. Setting groups General Admin Mailbox Setup Privacy and Blocking Copyright © 2007, Nortel Networks Choosing a template for customization or duplication 37 Settings Name of user Comments Title Department...
Page 38 The following templates include a restricted number of settings: • Admin Only template • Remote User template • Directory Entry User template Copyright © 2007, Nortel Networks Settings Remote Notification On Status Target Number Message Type Device Type Personal Identification Number...
Page 39: Using Mailbox Classes To Manage Mailbox Privileges
Updating a mailbox class automatically updates the mailbox privileges of all mailbox class members. CallPilot includes supplied mailbox classes to provide you with a starting point to group mailbox owners. You can create custom mailbox classes to suit special needs.
Page 40: Creating And Deleting Mailbox Classes
Example of customizing a mailbox class to accommodate a secondary language If your CallPilot system is multilingual, you might need to create a custom copy of each basic mailbox class for each installed language. For example, after you make changes that apply to all regular users...
Page 41: Permitting Use Of Optional Uniﬁed Messaging Components
• Permit mailbox class members to use keycoded features: — To receive and print faxes if the CallPilot system is equipped with fax capability, and mailbox class members require fax-capable mailboxes. — To speak CallPilot telephone commands if the system is equipped with speech activated messaging and the permission justiﬁes the...
Page 42 Message Waiting Indicator and Email-by-Phone from My CallPilot. • Some features are easier to use in My CallPilot. For example, you can assign a name and number to a personal distribution list (PDL) in My CallPilot. From the telephone, you can only assign a number to a PDL.
Page 43: Providing Users Access To Multiple Address Books On Networked Callpilot Servers
Providing users access to multiple address books on networked CallPilot servers If you have two or more networked CallPilot servers, you can provide users of Desktop Messaging and My CallPilot access to multiple address books using one of two methods: Access to multiple address books is available only on servers that are running CP 5.0.
Page 44: Finding Mailboxes, Administrators, Or Directory Entries
Creating and using a set of search criteria You can deﬁne up to three search criteria based on user and mailbox properties stored in the CallPilot database. For each criteria, specify the following: •...
Page 45 Search Criteria Mailbox Number equals 000000 Mailbox Number equals 8* Outcalling Capability equals Enabled Copyright © 2007, Nortel Networks Creating and using a set of search criteria 45 Search Results The default full administrator. A list of all mailbox numbers beginning with 8.
Page 46: Adding Mailboxes, One At A Time
Getting there: User → User Search → Advanced Search Adding mailboxes, one at a time CallPilot Manager leads you through the steps required to add a single new mailbox owner to the CallPilot database. Information you need •...
Page 47: Using Auto Delete To Delete A Group Of Mailboxes In A Single Operation
The delete cannot be undone. There is no undo, when the user is deleted they are removed from the system. You access the Auto Delete feature in the same way that you access the Auto Add feature: Copyright © 2007, Nortel Networks "Information you need" (page ATTENTION Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 48: Changing Mailbox Information
Changing mailbox information When a mailbox owner changes job functions, update his or her mailbox information as requested. Whenever a mailbox owner forgets a mailbox password, an administrator must reset it. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 49: Changing Individual Mailbox Properties
Auto Logon from a telephone. Security feature To prevent unauthorized access to a mailbox, CallPilot disables Auto Logon for all DNs whenever an associated DN is added to the user’s DNs list. The enabled DNs remain enabled in the user’s proﬁle, but the user must re-enable Auto Logon from the telephone.
Page 50 You may also specify to block composed messages, including network and broadcast messages. Privacy In some circumstances, CallPilot users might not want their directory information published to other users. This information can include the individual’s name, E-mail address, telephone number/extension DN, VPIM address, callback DN, and mailbox number.
Page 51 CallPilot, the original setting for Name dialable by external callers will be preserved. Clear this option for CallPilot users who do not want callers to know that they are currently on the phone. If you clear this option, the caller...
Page 52 (any new, or only urgent messages) that triggers a notiﬁcation • whether notiﬁcations are time-stamped in the CallPilot system or the mailbox owner time Remote notiﬁcation schedules If the mailbox owner requires notiﬁcation outside of the usual nine-to-ﬁve business hours, and the user’s mailbox capabilities do not permit scheduling...
Page 53: Mailboxes With Fax Deliveries And Fax Machine Overﬂows
Anyone who knows the fax general delivery mailbox password can access all fax messages sent to it. Typically, an administrative assistant checks the mailbox periodically and distributes messages to individual recipients. Copyright © 2007, Nortel Networks Mailboxes with fax deliveries and fax machine overﬂows 53 ATTENTION...
Page 54 DN as the mailbox number) to the CallPilot database. — Add the fax overﬂow mailbox (a mailbox, without fax capability, with the fax machine number as the mailbox number) to the CallPilot database. — Deﬁne the phantom DN in the PBX.
Page 55: Setting Up Separate Mailboxes For Owners Who Share A Telephone But Have Their Own Extensions
Example University teaching assistants share an ofﬁce that is equipped with one telephone. Each teaching assistant has his or her own extension on the telephone. Each extension is associated with a CallPilot mailbox. DNs on the switch Mailbox number First Extension DN...
Page 56: Setting Up Mailboxes For Users Who Share A Single Dn
Note: Note: If an MWI DN is shared with a mailbox, the MWI does not indicate the appropriate status of either mailbox. Nortel recommends you do not conﬁgure a shared MWI DN that is also a CallPilot mailbox number. Setting up mailboxes for users who share a single DN In scenarios where more than one person shares a telephone, you can set up separate mailboxes for each person.
Page 57: Setting Up A Mailbox For A Group (Such As A Help Desk) With No Dedicated Telephone
• group members have either a shared wireless device or need to be notiﬁed off-site of help desk messages. You can conﬁgure remote text notiﬁcation of waiting messages. Copyright © 2007, Nortel Networks Help desk 2222 2345 2222...
Page 58: Setting Up A Guest Mailbox
CallPilot SDN Table. Conﬁguring the system alarm mailbox Deﬁne an alarm mailbox if you want CallPilot to send a voice message to a speciﬁed mailbox whenever an alarm is generated. You can select the severity of the alarm in CallPilot Manager. The message notiﬁes you that an alarm occurred.
Page 59 Note: Remote Notiﬁcation must be enabled in the mailbox class which is applied to the alarm mailbox. Getting there: Messaging → Messaging Management → Special Purpose Mailboxes section Copyright © 2007, Nortel Networks Conﬁguring the system alarm mailbox 59 Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 61: Chapter 5 Using Directory Synchronization
AD with CallPilot mailboxes. Directory Synchronization applies to companies using a small network and a single CallPilot, as well as large corporations with a WAN and multiple CallPilot servers. Directory Synchronization reduces the time required to set up and maintain mailboxes.
Page 62: Deﬁning The Active Directory Requirements
CallPilot servers located in various places throughout the corporation. With Directory Synchronization, a single administrator can add, update, and remove CallPilot users in multiple locations from a central AD. Directory Synchronization can synchronize with an Active Directory running on Windows 2000 Server (Standard and Advanced Editions) or Windows Server 2003, Standard and Enterprise Editions.
Page 63 Note: The Active Directory Server uses an LDAP scheme for login and authentication. Using a user’s login name does not establish a connection. Copyright © 2007, Nortel Networks Deﬁning the Active Directory requirements 63 Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 64: Using Directory Synchronization
Creating and Scheduling Synchronization Tasks To change the local CallPilot Directory Connection password The CallPilot Directory Connection uses a new, hidden account (mailbox number 010101) to log in and perform synchronization. This account has limited security privileges, and is locked until the password is changed.
Page 65 Directory Synchronization feature. To change the password, follow these steps: Step Action Log on to CallPilot Manager. From the main menu, select System → Directory Synchronization. Result: A dialog box appears indicating the requirement to set the password for the Local Server.
Page 66 66 Chapter 5 Using Directory Synchronization To conﬁgure directory connections The Directory Connection contains the information required by the CallPilot Synchronization Agent to connect to the External Directory Server. You can conﬁgure up to ﬁve Directory connections. To conﬁgure a Directory Connection, follow these steps.
Page 67 User Name: Directory Administrator level credentials. This is the h. LDAP DN: The LDAP DN must be used to authenticate using Copyright © 2007, Nortel Networks number. The default is 389. Connect As: If LDAP DN is selected, the User Name ﬁeld is unavailable.
Page 68 Result: The Directory Connection is saved. The Directory Synchronization screen appears. The newly conﬁgured Directory Connection is displayed as a link on the screen. Copyright © 2007, Nortel Networks the preceding illustration your account exists in the veriﬁcation organizational unit. Change the LDAP DN to: "cn=wayne anderson,ou=veriﬁcation,ou=callpilot,dc=willim-...
Page 69 To conﬁgure Synchronization Proﬁles The Synchronization Proﬁle contains the attribute mapping between CallPilot mailbox users and the external directory entries. You can deﬁne up to 50 Synchronization Proﬁles. You must deﬁne at least one proﬁle before you can conﬁgure a Synchronization Task. To conﬁgure a Synchronization Proﬁle, follow these steps:...
Page 70 Select the link for the CallPilot attribute you want to map or un-map. Result: The Attribute Mapping screen appears. 1. From the drop-down list, select the External Directory attribute 2.
Page 71 Click on the Test Mapping button. Result: The Test Mapping screen appears. This screen displays the ﬁrst ﬁve External Directory users and shows which data is mapped to which CallPilot attribute during synchronization. • Click Save on the Conﬁgure and Edit Synchronization Proﬁles screen.
Page 72 If a user exists in the external directory, and not in CallPilot, the user is added as a new mailbox (provided the task ﬁlter criteria are satisﬁed). If there is a match between a CallPilot user and an external directory user, the CallPilot user is linked to the external directory entry and is updated accordingly.
Page 73 ﬁlter manually or use the Insert Attribute and Insert Operator drop-down lists to conﬁgure the ﬁlter. • If synchronizing to multiple CallPilot servers from one external directory, you must ask the Directory Administrator to identify which external directory users should be linked to which server.
Page 74 Create Conditional Templates. The Conditional Template overrides the default template if the ﬁlters match. If the CallPilot system is using NMS, the location where the users are created is taken from the template. To automatically add users to different satellite locations, select Conditional User Templates as the appropriate template.
Page 75 Result: The task is saved. The Directory Synchronization screen appears. The task now appears as a link on the screen. Copyright © 2007, Nortel Networks Result: The Test Filter screen appears. This screen displays the selected number of users matching the conﬁgured ﬁlter.
Page 76 76 Chapter 5 Using Directory Synchronization Deﬁning a Task Filter The task ﬁlter must be surrounded by parentheses, and must contain at least one attribute, operator, and value. Copyright © 2007, Nortel Networks —End— Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 77 Active Directory entry without a telephone number. This is an error condition if you are mapping telephoneNumber to Mailbox Number. Example 2: (&(objectClass=user)(sn=*)(givenName=*)(areaCode=613)) Copyright © 2007, Nortel Networks Using Directory Synchronization 77 Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 78 This is more complex ﬁlter that ensures that only entries with names and telephone numbers are synchronized. This ﬁlter might be used in a scenario with one Active Directory and multiple CallPilot servers where the area code determines the location of the user.
Page 79 • number of entries that were unlinked (due to the entry in the source directory being deleted) Copyright © 2007, Nortel Networks Using Directory Synchronization 79 —End— "Viewing the Log File" (page Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 80 To link a CallPilot user to an external directory Step Action In CallPilot Manager, navigate to the details page of an existing user and scroll down to the Mailbox section. Result: Under linked to external directory, the status is either linked or not linked.
Page 81 If an external directory entry is deleted, the next time a synchronization task is run, the link between that entry and the corresponding CallPilot mailbox is broken. In this case, the CallPilot mailbox must be deleted. To ﬁnd and delete these unlinked mailboxes, follow these steps:...
Page 82: Using The Directory Synchronization Extension
(NN44200-600). Note 1: The Directory Synchronization Extension can NOT be installed on the CallPilot server. Note 2: If a mailbox user exists on more than one CallPilot system, do not use the Directory Synchronization Extension to update the user’s mailbox.
Page 83 Result: The CallPilot Servers dialog appears. discussed later. Result: The CallPilot Server Properties screen appears. is found in the Local CallPilot link on the Conﬁgure Directory Connections screen in the CallPilot server. Result: A dialog box appears indicating success or failure.
Page 84 Result: The Link CallPilot User dialog box appears. If the CallPilot server is not deﬁned, click on the Servers button, and follow steps 3 b to e under "Creating a new CallPilot User from the Directory Extension" on Extension" (page Select the desired Server and Synchronization Proﬁle from the...
Page 85 Enter enough Information in the CallPilot User ﬁelds to locate the user with a search, click on Search. Result: All matches to the search appear in the Matching Users box. Highlight the user you want to link, and click on Link.
Page 86 Delete and Unlink buttons are active. Click on the Delete button. Copyright © 2007, Nortel Networks —End— CAUTION This action deletes the CallPilot user’s mailbox, and all messages are lost. Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard 5.0 9 November 2007...
Page 87 To import or export CallPilot server settings You can use the Import and Export buttons on the CallPilot Servers dialog box to read in or write out CallPilot server credentials. Server credentials are read from or written to a text ﬁle that can be used to pass information...
Page 88 Highlight the .cfg ﬁle you want to import, and Click Open. Copyright © 2007, Nortel Networks Result: The Import CallPilot Snap-in Conﬁguration ﬁle dialog box appears. Result: The servers now appear in the CallPilot Servers dialog box. —End— Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 91: Chapter 6 Conﬁguring Dial-Up Access To The Callpilot Server
"Establishing a connection using Dial-Up Networking" (page 96) Remote control of the server with pcAnywhere You can control the CallPilot server as though you were sitting at a keyboard connected directly to it from a personal computer that is connected to the server in either of the following ways: •...
Page 92 7 Ending a dial-up connection Testing a LAN connection If the personal computer and the CallPilot server are on the same LAN, you do not need to establish a dial-up connection. A LAN connection may be set up between the personal computer and the CallPilot server CLAN card.
Page 93: Conﬁguring Pcanywhere On A Personal Computer
Conﬁguring pcAnywhere on a personal computer About pcAnywhere One licensed copy of the pcAnywhere 12.0 host is installed on the CallPilot server at the factory. This allows the CallPilot server operator to accept control of the server by an operator at a remote personal computer with the pcAnywhere 12.0 client installed on it.
Page 94: Conﬁguring Pcanywhere For Dial-Up To The Callpilot Server
If you are using pcAnywhere on a remote personal computer, establish a dial-up connection to the server. If you are using pcAnywhere on a personal computer that is on the same LAN as the CallPilot server, take remote control of the CallPilot server.
Page 95: Dial-Up Networking
Windows System Tools to maintain the CallPilot server Required software To connect to the CallPilot server from a personal computer that is not to the same LAN, you must use Windows Dial-Up Networking, and Routing and Remote Access Service (RRAS) software.
Page 96: Establishing A Connection Using Dial-Up Networking
LAN as the server, you must establish a Dial-Up Networking connection between the personal computer and the server. If the personal computer and the CallPilot server are on the same LAN, the Dial-Up Networking connection is not required.
Page 97: Chapter 7 Security Recommendations
Chapter 7 Security recommendations In this chapter "Secure Sockets Layer" (page 97) "CallPilot security recommendations" (page 100) "Securing the premises" (page 101) "Securing equipment" (page 102) "Disposing of printed information" (page 103) "Monitoring suspicious activities" (page 103) "Monitoring mailbox logon and thru-dialing activities" (page 104) "Monitoring internal and external activity by calling line ID"...
Page 98 IMAP is used to retrieve CallPilot messages, SMTP is used to send CallPilot messages, and LDAP is used for login (for My CallPilot), or on a request for Address Book, PDL, or SDL for all clients.
Page 99 Conﬁguring SSL settings from CallPilot manager Step Action To Conﬁgure SSL Settings for LDAP protocol CallPilot Manager→ Messaging→ Internet Mail Clients→ LDAP section. To conﬁgure SSL settings for IMAP protocol . CallPilot Manager→ Messaging→ Internet Mail Clients→ IMAP section To conﬁgure SSL settings for SMTP protocol CallPilot Manager→...
Page 100: Callpilot Security Recommendations
AR352 RAID card. Refer to the Installation and Conﬁguration Task List (NN44200-306). • Always run the CallPilot server with its console in a logged out state. Copyright © 2007, Nortel Networks —End— ATTENTION...
Page 101: Securing The Premises
When you conﬁgure a remote disk destination on your LAN, you map the remote drive onto the CallPilot server. Do not map a CallPilot server drive onto another server. This applies to all connections to the server regardless of location (across the hall by means of the LAN or across the country on the WAN).
Page 102: Securing Equipment
Ethernet switches or hubs until needed. • Your building wiring system can be tapped. Shield wiring leading from a computer to the building wiring. Copyright © 2007, Nortel Networks Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 103: Disposing Of Printed Information
Monitoring suspicious activities If you notice suspicious activity on your system, use CallPilot Security Administration features to monitor CallPilot for certain events that you suspect are caused by hackers who gain access to your system. When the event you are monitoring occurs, an alarm is generated.
Page 104: Monitoring Mailbox Logon And Thru-Dialing Activities
• SMTP/VPIM IP addresses, user IDs, and FQDNs • the number of successful and unsuccessful logins to CallPilot Manager and Application Builder Notiﬁcation of suspicious activity You can ﬁnd out about the generated alarms by •...
Page 105 You can also specify a monitoring period. To monitor mailboxes Step Action On the CallPilot Manager toolbar, navigate to Messaging > Security Administration. In the Mailboxes section, click either Logins or Thru-dials. Enter the time you would like monitoring to occur.
Page 106: Monitoring Internal And External Activity By Calling Line Id
Monitoring internal and external activity by calling line ID When a call comes in to the system, CallPilot keeps track of the CLID, if available. The CLID identiﬁes a caller to the system. If you identify certain CLIDs as suspicious (possibly the number from which a hacker is calling in to your system), you can use CallPilot Security Administration to monitor them.
Page 107 To monitor CLIDs Step Action On the CallPilot Manager toolbar, select Messaging > Security Administration. Under the CLIDs section, click the checkbox Monitor CLIDs for All Mailbox Logins and all Thru-Dials on the System.
Page 108: Monitoring Suspicious Smtp Activity
If you choose to use the event log as your monitoring method, no action is required from you to initiate SMTP/VPIM monitoring. • the Security Administration screen in CallPilot Manager (manual monitoring) Automatic monitoring Automatic monitoring alerts you to suspicious SMTP activity, blocks access to the system, and provides sufﬁcient information for further investigation.
Page 109 • all connections with unsuccessful authentication attempts Copyright © 2007, Nortel Networks Monitoring internal and external activity by calling line ID 109 Note: If the mailbox is disabled, the user cannot log in from either a telephone or by using a desktop or web messaging client.
Page 110 This retains the activity in the list so that you can enable it again, if required. To monitor SMTP/VPIM Step Action On the CallPilot Manager toolbar, navigate to Messaging > Security Administration. Under the SMTP/VPIM section, click the checkbox Enable Monitoring Activities. Click Add.
Page 111: Monitoring Custom Application Sdns
Getting there: Messaging → Security Administration → Application Builder section Conﬁguring mailbox security When you set up your CallPilot system, address the following issues: • Deﬁne mailbox logon requirements for all system users. •...
Page 112: Strong Passwords For User Accounts
• Change the default password preﬁx regularly and include the password preﬁx in data ﬁles used to add groups of mailboxes. Hackers look for signs that a mailbox is unused. Nortel recommends that you take the following actions: • Delete unused mailboxes to keep hackers out of your system.
Page 113 Spaces are only place holders and not classed as numbers, letters or symbols. Changing global mailbox password options If the mailbox password defaults shipped with CallPilot do not adequately address the security needs of your organization, change them. Default password The default password consists of the password preﬁx plus the mailbox...
Page 114: Controlling Access To Mailboxes
Preventing administrators from being locked out of CallPilot Manager Administrators can be locked out of CallPilot Manager if they (or someone else) tries to log on with the wrong password too many times. You can minimize the risk associated with this type of denial of service attack.
Page 115: Ensuring The Use Of A Personal Veriﬁcation
Ensuring the use of a personal veriﬁcation Hackers look for signs that a mailbox is unused. Nortel recommends that you ensure that all mailboxes have a recorded personal veriﬁcation. To reduce the administrative burden of recording personal veriﬁcations, do at least one of the following: •...
Page 116: Creating And Deleting Rpls
For some organizations, these four lists are sufﬁcient. Organizations that have more complex requirements need special-purpose RPLs. CallPilot can store up to 200 RPLs. Whenever an RPL that you create becomes obsolete, delete it. Note: You cannot delete a supplied RPL.
Page 117 To prevent unwanted charges without unnecessary restriction of legitimate chargeable calls: • Use CallPilot Manager Advanced Search to list the mailbox classes that allow mailbox class owners to specify an off-switch revert DN. • Determine which mailbox classes, if any, should permit mailbox owners to specify an international long distance number as the revert DN, with no special restriction.
Page 118: Creating And Customizing Amis Open Networking Rpls
To prevent unwanted charges without unnecessary restriction of legitimate chargeable calls: • Use CallPilot Manager Advanced Search to list the mailbox classes to allow mailbox class owners to send messages over the public network. • Determine which mailbox classes, if any, should permit mailbox owners to send messages to an international long distance number, with no special restriction.
Page 119 9 Supplied RPLs For many organizations, the four supplied RPLs, once they are customized appropriately, can be applied to give each thru-dial feature the appropriate level of protection for each mailbox class. CallPilot supplies • on switch RPL •...
Page 120: Customizing The On Switch Rpl To Enable Thru-Dialing To Other On-Switch Dns
Getting there: Messaging → Restriction Permission Lists → Local RPL Customizing the long distance RPLs Customize the long distance 1 RPL to permit CallPilot to call domestic long distance. Customize the long distance 2 RPL to enable CallPilot to call international numbers.
Page 121: Applying Rpls
• For features mailbox owners require, decide on the appropriate dialing restrictions and permissions for each feature. See "Guidelines for creating and customizing RPLs for voice messaging features". Copyright © 2007, Nortel Networks ATTENTION Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard 5.0 9 November 2007...
Page 122: Deﬁning Global Restrictions And Permissions For Off-Switch Dialing
Note: Before you apply RPLs to applications, review the guidelines for doing so and plan any additional RPLs you might need. Copyright © 2007, Nortel Networks ATTENTION Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 123 DN. Customize the supplied RPLs to meet the requirements of your system. Create new RPLs as circumstances require. Getting there: System → Service Directory Number → SDN Details page → Callback Handling section Copyright © 2007, Nortel Networks ATTENTION Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 125: Chapter 8 Backing Up And Restoring Callpilot Information
"Reviewing backup and restore history, and logs" (page 135) "Using the Backup Restore Tool" (page 136) Overview An administrator with access to CallPilot Manager Backup and Restore functionality can do the following: • Use backups to copy data to tape, disk or a remote disk drive.
Page 126: Considerations And Guidelines For Backing Up And Restoring Data
To determine the peak call processing periods, use Reporter to run a report. • Do not attempt to use third-party backup utilities to back up CallPilot server information. They might interfere with CallPilot ﬁles and stop call processing.
Page 127: Deﬁning Backup Devices And Network Destinations
CallPilot server backup data. When you schedule a full system backup, selecting Backup overwrites any existing data on the tape. The overwrite process formats the tape for CallPilot server backups. If you schedule your system backup and your secondary disk backups (TRP three-drive systems only) at different times, but intend to use the same tape, append the data.
Page 128 Types of backup devices The Primary Server Tape is automatically listed when the CallPilot server software is installed. If you want to back up the server to a disk device, that device must be deﬁned as a new backup device.
Page 129 The network must be conﬁgured to allow backups to be performed to a remote disk drive on a Windows NT, Windows 2000, Windows 2003, Windows XP, or Windows Vista remote ﬁle server. CallPilot does not support backups to local disks or remote disks on computers running Windows 95 or Windows 98.
Page 130: Conﬁguring And Scheduling Backups
• restore a complete set of system and multimedia data ﬁles from your CallPilot server, in the event of disk drive failure or corrupted or lost conﬁguration and messaging data • protect against data loss due to software problems (for example, ﬁle...
Page 131 All backup tapes must be specially formatted for CallPilot server backup data. When you schedule a full system backup, selecting Backup overwrites any existing data on the tape.
Page 132: Performing An Immediate Backup To Tape Or Disk
132 Chapter 8 Backing up and restoring CallPilot information The following table lists the estimated times required to back up all system and archived data for the largest possible system on each supported platform. Platform Tape drive 201i SLR5 SLR60,...
Page 133: Restoring From Backups
Comments ﬁeld to indicate whether the deﬁnition is suitable for an immediate backup. CallPilot server does not delete previous backups. Also it does not automatically archive from the remote disk before starting new backup operation. Check to see if there is enough space on the backup server.
Page 134: Monitoring The Status Of A Backup Or Restore Operation
Status from the View list. CallPilot Manager displays the number of records backed up, number of records to be backed up, and number of errors. The icon indicates the current CallPilot server status.
Page 135: Reviewing Backup And Restore History, And Logs
When you need to view the details of a backup or restore operation, you can click View Backup History or View Restore History, or refer to the summary or detailed logs that are automatically created on the CallPilot server during a backup or restore operation.
Page 136: Using The Backup Restore Tool
Using the Backup Restore Tool You must use the Backup Restore Tool to perform a full system restore. You cannot perform a full system restore from CallPilot Manager. Use CallPilot Manager for all backup and restore operations other than a full system restore.
Page 137: Chapter 9 Conﬁguring Addressing Conventions And Messaging Service Defaults
"Conﬁguring delivery to DNs not associated with CallPilot mailboxes" (page 147) Specifying off-switch dialing preﬁxes For off-switch calls, CallPilot requires dialing information to translate a dialed number into a dialable number. Dialing information consists of • information required to dial out from the local switch and access a private ESN or public network •...
Page 138: Handling Mixed Area Or City Codes
• When a mailbox owner listens to a message delivered by a call over ESN and then invokes Call Sender to return the call, CallPilot adds the preﬁx required to place an ESN call (for example, 6). Getting there: Messaging → Dialing Information → Dialing Defaults...
Page 139 905 and any other exchange are treated as local calls, as shown in the following table. Setting Area Code Defined Prefix Default Prefix Exchange Code list Copyright © 2007, Nortel Networks Handling mixed area or city codes 139 Telephone number 905-555-3467 905-479-9876 416-957-7340 Destination...
Page 140: Deﬁning Address Preﬁxes For Both Dtt And Dtf
Example If the public network access code is 9, deﬁne both the DTT preﬁx and the dialing code as 9. Copyright © 2007, Nortel Networks Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard 5.0 9 November 2007...
Page 141 When sending DTT messages to internal extensions, the preﬁx is simply stripped out of the address and the local extension is dialed. The preﬁx is needed to inform CallPilot to use the DTT service. A DTT preﬁx for each dialing scenario You need a DTT preﬁx and associated dialing code for each dialing scenario...
Page 142: Enabling Off-Switch Calls
• Deﬁne how CallPilot is to treat a DN whose dialing format is not known. Connectivity restrictions The Meridian 1 and CS 1000 switches can capture an external CLID with an unknown format and then translate unknown dialing numbers into a default DN.
Page 143: Changing Messaging Defaults
Changing messaging defaults When you initially conﬁgure a CallPilot system, you can use the preconﬁgured messaging defaults. As you administer the system, you might need to change these defaults to accommodate • a very large number of mailbox owners •...
Page 144 This time-out value is used when a caller disconnects from a thru-dial service or voice menu. Example: To configure CallPilot to disconnect a caller after 2 seconds of non-response, type 2000. Default: 10000 milliseconds Valid range: 1000–30000 This time-out value is used when prompts are recorded for menus, announcements, and thru-dial services.
Page 145 Changing the mailbox number length CallPilot is shipped with a default mailbox number length of four digits. To make it easier for users to remember their mailbox number, set the mailbox number length the same as the extension. For example, if your organization uses ﬁve-digit extensions, change the mailbox number length to ﬁve digits.
Page 146: Information You Need
You can use Application Builder to conﬁgure an application to check every day of the week against the deﬁned holiday service schedule. This holiday schedule has no effect on delivery times speciﬁed on the CallPilot Manager Message Delivery Conﬁguration screen.
Page 147: Conﬁguring Delivery To Dns Not Associated With Callpilot Mailboxes
When using your telephone to listen to a system prompt, you must answer the telephone within two or two-and-one-half ring cycles (for the CS 1000). Before you can listen to a prompt, you must download the CallPilot Player. To replace a supplied system prompt with a custom prompt, you must be able to provide the customized prompt.
Page 148 148 Chapter 9 Conﬁguring addressing conventions and messaging service defaults Outbound SDNs used for message delivery to non-mailbox DNs are DTT and DTF. In CallPilot Manager, these services are referred to as outcalling services. Enable outcalling services for mailbox class members that must be able to compose and send voice or fax messages to telephones, whether or not they have mailboxes associated with them.
Page 149 Conﬁguring delivery to DNs not associated with CallPilot mailboxes 149 • You can temporarily reconﬁgure your system to increase the CallPilot resources dedicated to performing a large-scale fax distribution. By default, no channels are guaranteed for this service. Task summary for setting up outcalling services For DTT: Specify the DTT playback options.
Page 150 Fax on Demand Audit Trail Detail report • Fax Print Audit Trail Detail report • RN Activity report • RN Audit Trail Detail report Copyright © 2007, Nortel Networks Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard 5.0 9 November 2007...
Page 151: Chapter 10 Conﬁguring Callpilot Services
"Email-by-Phone with CallPilot Manager" (page 199) "Networking solutions" (page 200) "Application Builder" (page 201) "Desktop messaging and My CallPilot" (page 202) "Centralized Control of Desktop Options" (page 202) "Conﬁguring the Enhanced Names Across the Network feature" (page 202) Copyright © 2007, Nortel Networks...
Page 152: Voice Messaging And Call Answering Services
All CallPilot mailboxes have voice messaging and call answering capabilities. Whenever callers dial a mailbox owner who does not answer the call, they reach the CallPilot mailbox and hear the voice prompt provided by the CallPilot call answering service. Typically, the mailbox number is the mailbox owner’s primary extension DN.
Page 153: Controlling Costs With Dialing Restrictions And Permissions
Thru-dial feature The thru-dial feature enables a mailbox owner, caller, or CallPilot service to transfer to another DN by dialing 0 followed by the DN. Custom application developers can use the Application Builder thru-dial block to conﬁgure services that require the thru-dial process.
Page 154: Express Voice Messaging Service
The CDN or phantom DN conﬁgured on the switch as the express voice messaging service can be added to the SDN Table either when CallPilot is installed or at a later time by an administrator with access to CallPilot Manager Service Directory Number functionality.
Page 155: Addressing Groups
For example, all technical support staff must be notiﬁed immediately whenever a message arrives at a help desk. Addressing groups For the purpose of sending a single message to a list of recipients, CallPilot supports • personal distribution lists (PDL) •...
Page 156 Members who are included on more than one nested SDL will still receive each message only once. For more information on how to nest one SDL in another SDL, refer to CallPilot Manager online Help. Each SDL adds one address to a message recipient list, regardless of the number of addresses in the SDL.
Page 157 Custom ﬁelds Predeﬁned user proﬁle ﬁelds These criteria correspond to existing CallPilot Manager ﬁelds that have values conﬁgured for each mailbox (user proﬁle). Examples are the Mailbox Class ﬁeld, the Department ﬁeld, and the User Type ﬁeld. There is an extensive list to choose from when you are creating your dynamic SDL.
Page 158 You cannot assume that external numbers can receive fax messages. Create separate SDLs for voice and fax messages. Valid SDL members You can include any CallPilot entity in an SDL that has either a recognizable, unique name or a mailbox number. These include: •...
Page 159: Message Notiﬁcation Options
A mailbox owner uses a broadcast address to address a message that is intended for all recipients at the local server, another location, or in the entire messaging network. Message notiﬁcation options CallPilot provides message notiﬁcation options to address the following scenarios: • The mailbox has a dedicated telephone and DN.
Page 160: Methods Of Message Notiﬁcation
ﬂoor. Workers can use express voice messaging to leave each other messages.) Methods of message notiﬁcation CallPilot supports the following types of notiﬁcation of new messages: • telephone/desktop message waiting indication (MWI) •...
Page 161 MWI DN is enabled or not. • In the Auto Add page of CallPilot Manager, a group of new mailboxes can be added to the database in a single operation. CallPilot Manager adds eight MWI DNs to the choice list of the column selection drop-down box.
Page 162: Remote Text Notiﬁcation Of New Or Urgent Messages
— set default RN options for mailbox class members • Before a group of new mailboxes is added to a CallPilot server, an administrator with access to CallPilot Manager User Administration functionality can conﬁgure RN options that are common to the group, such as a notiﬁcation retry strategy.
Page 163: Message Forwarding Rule
• Before a group of new mailboxes is added to a CallPilot server, an administrator with access to CallPilot Manager User Administration functionality can conﬁgure e-mail notiﬁcation options that are common to the group.
Page 164 • mailbox has moved The user is notiﬁed at next login to CallPilot. To permit the administrator to determine why the user’s Message Forwarding Rule was disabled, a log is generated. Once the problem is resolved, the user can re-enable the rule.
Page 165 ﬁeld is found containing the string: "[MsgId="the Message ID of the original message, and the string "]". If CallPilot is able to extract the Message ID from an incoming Read Receipt, CallPilot marks the message with that Message ID as Read. If this was the only message in the user’s mailbox that was Unread, the MWI...
Page 166 To determine if the user’s e-mail server supports Read Receipts, follow these steps: 1.Conﬁgure a CallPilot mailbox to forward to an account on the desired e-mail server. 2.Send a message to that mailbox. Verify that the MWI goes on at the corresponding phone (MWI DN).
Page 167 Troubleshooting The administrator can troubleshoot this feature by asking the user to check their CallPilot mailbox for Read Receipts from the external e-mail server. If a Message ID is not found, the message is treated as a normal Read Receipt and deposited into the user’s mailbox (without error).
Page 168 Step Action To set SMTP Proxy Server: CallPilot Manager → Messaging → Message Delivery Conﬁguration Scroll to SMTP/VPIM section, enter the SMTP server name, FQDN or IP address in the Outgoing SMTP Mail/Proxy Server ﬁeld.
Page 169 Step Action To set FQDN: CallPilot Manager → Messaging → Messaging Network Conﬁguration Select Server name Local Server Maintenance Click Show Details Scroll to SMTP/VPIM section, input local server FQDN in Server FQDN Click Save Copyright © 2007, Nortel Networks —End—...
Page 170 ﬂagged Urgent, Normal, or, Economy. If the CallPilot server detects an invalid address the system archiving is disabled. The user is notiﬁed at next login, requiring you to repair the error. Even if message archiving is disabled, addition of messages to the archiving queue continues.
Page 171 Unknown Unknown Known Known Note: The CallPilot subject ﬁeld supports a maximum of 255 characters. If the original subject is longer than allowed, the remaining characters at the end of the subject are discarded. Forwarding Restrictions Message Forwarding Rule does not adhere to the Mailbox Class "Allow users to send voice messages to non-CallPilot recipients"...
Page 172 CallPilot distribution lists are not supported with this feature. If a message is addressed to a CallPilot distribution list, event 55092 is sent to the event log and the user interface does not allow the address to be saved. Note that e-mail distribution lists are supported.
Page 173: Speech Activated Messaging
Message Forwarding Rule. Note: The interface does not prevent the user from conﬁguring a rule to forward fax messages to a user who has no fax capability, or CallPilot messages to an invalid CallPilot mailbox.
Page 174: Addressing Capabilities
In CallPilot Manager, you can use pause characters in the revert DN, default printing DN, or RNcallback DN. Note: The telephone interface does not support entering pause characters.
Page 175 A comma (instead of a p or P) is required if adding a pause from an IMAP client. The 2-second timed pause is a system-wide (administrator readable only) default. It is viewable using: CallPilot Manager → Messaging → Message Delivery Conﬁguration • Menu → Remote Contact:AMIS/Enterprise Outcalling details •...
Page 176 • For all trunk types (Analog, DTI, or ISDN), the end-to-end speech path from the CallPilot to the far-end station switch must be established for the pause character to function correctly. Note: Note: ISDN trunks do not support the pause architecture.
Page 177 The following ﬁgure shows an example of a pause digit within the Mailbox RN Target DN: Composing using CallPilot Desktop The following ﬁgure shows an example of composing using CallPilot Desktop - Addressing to a remote Fax service using Authentication Codes. Copyright © 2007, Nortel Networks...
Page 178 The following ﬁgure shows an example of composing using Web Messaging - Addressing to remote Fax service using Authentication Codes. The following ﬁgure shows an example of using My CallPilot to conﬁgure RN - adding pause characters within RN using My CallPilot.
Page 179: Troubleshooting
Mailbox Remote Notification DN Troubleshooting Problem: Your message did not reach some or all of the intended recipients. Symptom: • Subject: (no subject) Copyright © 2007, Nortel Networks Service Mailbox summary after login (telephone only) Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard 5.0 9 November 2007...
Page 180 Mailbox owners must include the number-sign (#) in a dialable number to terminate entry of access codes or authorization codes that follow the PSTN. CallPilot does not support the use of number-signs in internal DNs. Copyright © 2007, Nortel Networks...
Page 181: Service Directory Numbers
SDN Table during software installation. In addition to providing a unique DN for each CallPilot service, the SDN conﬁguration also determines certain aspects of the service behavior. SDNs correspond to numbers that are conﬁgured on the switch. Each SDN you...
Page 182 Inbound SDNs are required for dialable services. The SDN is the number that callers dial to access the service. You must add these SDNs to the CallPilot Manager SDN Table. After you add an SDN you can change its default conﬁguration.
Page 183: Conﬁguring A Session Proﬁle For Messaging Services
Adding inbound Service Directory Numbers (SDNs) To make a custom application available to mailbox owners or callers, add the SDN to the CallPilot SDN Table. When a custom application becomes obsolete, delete the SDN. You must know the controlled DN or phantom DN conﬁgured on the switch for the service you are adding.
Page 184 • An administrator with access to CallPilot Manager Messaging Management functionality must deﬁne broadcast message numbers. • An administrator with access to CallPilot Manager Mailbox Classes functionality must set up mailbox classes that permit local broadcast capability. • An administrator with access to CallPilot Manager User Administration functionality must ensure that mailbox owners are assigned a mailbox class with local broadcast capability enabled.
Page 185: Fax (Multimedia) Messaging
My CallPilot and sends the new message. Delivery of messages with both voice and fax items For messages that contain both voice and fax items, CallPilot assumes that the address is either a telephone number or a fax number.
Page 186 186 Chapter 10 Conﬁguring CallPilot services IF a message is delivered to a Touch-tone telephone Personal computer Channel requirements If a mailbox has fax messaging capability, then fax channels are required. Each call that is received by a fax-capable mailbox is serviced by a fax channel (the equivalent of two voice channels), regardless of whether or not the caller intends to leave a fax.
Page 187 One Number Voice Fax Call Answering service You can conﬁgure CallPilot to deliver incoming fax messages directly to the user’s mailbox without the user having to manually transfer the fax if they happen to answer the phone. This is achieved using the One Number Voice Fax Call Answering service.
Page 188: Conﬁguring Alternate Telephone Interfaces
Logon by means of an alternate telephone interface to mailboxes with more than the deﬁned number of digits fail because CallPilot assumes that all input received after the deﬁned number of mailbox digits is part of the password.
Page 189 Once all required conﬁguration tasks are performed, mailbox owners can access a mailbox by using either the CallPilot voice messaging SDN, or the SDN conﬁgured for the alternate interface. As you add new mailbox owners that prefer an alternate telephone interface, use an input data ﬁle that speciﬁes the appropriate new mailbox class.
Page 190 190 Chapter 10 Conﬁguring CallPilot services Educating mailbox owners Refer mailbox owners to My CallPilot Useful Information for quick reference cards and command comparison cards for the alternate interfaces. Automating the choice of telephone interface for mailbox owners and callers A Session Proﬁle setting in the SDN deﬁnition controls whether or not the...
Page 191 Ensure that the mailbox class setting determines the telephone interface for all mailbox callers. • Create a CallPilot voice messaging SDN that ensures that the use of the selected alternate interface overrides the telephone interface speciﬁed in the mailbox class.
Page 192: Conﬁguring Contact Center Voice Services Support
Making the alternate telephone interface available to users To make an alternate telephone interface available to mailbox owners or callers, you must add a voice messaging SDN to the CallPilot SDN table. To ensure the mailbox owner is presented with the alternate telephone commands following logon to the mailbox, conﬁgure the SDN so that the telephone interface...
Page 193 (for example, fax messaging, desktop messaging and My CallPilot, or Email-By-Phone) to purchase a CallPilot system with integrated Contact Center Voice Services features A maximum of 96 CallPilot voice channels can be allocated for Contact Center Voice Services support. Voice Services call ﬂow •...
Page 194 194 Chapter 10 Conﬁguring CallPilot services AML allows resources to be associated with one AML connection only. This means that the CallPilot AML connection with the switch cannot be used to control voice channels already acquired by Contact Center. •...
Page 195 CallPilot requires at least one port to be conﬁgured as multimedia or voice messaging. If all ports are conﬁgured as IVR in the Conﬁguration Wizard, the ELAN subnet is not established successfully when the system is rebooted. CallPilot requires at least one multimedia channel for its own use.
Page 196 — Is the ACD queue for IVR channels conﬁgured so that IVR=YES and ALOG=YES? — Are the ACCESS and IVR channels conﬁgured so that AST=0, 1 and CLS=MMA, FLXA? — Are all CallPilot server ELAN VAS IDs conﬁgured so that SECU=YES? Copyright © 2007, Nortel Networks Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 197: Dynamic Channel Allocations
For most systems, this default conﬁguration works very efﬁciently. The total number of channels available for any CallPilot system is keycode-controlled. If you need more channels, upgrade your CallPilot server. The minimum and maximum channel criteria pertain to the channel media type only (Voice, Fax or ASR) being used to process this type of service, and has nothing to do with DS30 channels (Multimedia, Access or IVR).
Page 198 Estimating service requirements Use the guidelines in the CallPilot Planning and Engineering Guide (NN44200-200) to estimate the number of channels a service needs. Then use Reporter to monitor actual service usage to see if you must adjust the channel allocations.
Page 199: Email-By-Phone With Callpilot Manager
Example 2: Allocations for large-scale external distributions of fax messages You can temporarily reconﬁgure your system to increase the CallPilot resources dedicated to performing a large-scale fax distribution. By default, no channels are guaranteed for this service.
Page 200: Email-By-Phone With My Callpilot
The CallPilot server provides the Email-by-Phone functionality. The mailbox owner uses My CallPilot to choose an e-mail account to set up as an Email-by-Phone account. The Email-by-Phone feature can be used only if the external e-mail server supports the IMAP r4 protocol.
Page 201: Application Builder
You can run Application Builder while connected to a CallPilot server, or on its own. Refer to the Application Builder Guide (NN44200-102) Channel requirements Application Builder requires voice channels for voice-supported applications, such as voice menus and announcements.
Page 202: Desktop Messaging And My Callpilot
Getting there: CallPilot Manager → User→ Mailbox Classes→ Mailbox Class Details page . You can access the CallPilot Class of Service settings in the Desktop and Web Messaging Conﬁguration section of the Mailbox Class Details page. For example, you can: •...
Page 203: Capacity For Temporary Remote Users
Temporary Remote User settings. Requirements for the Enhanced NAN feature • It is supported only for VPIM networking on CallPilot 5.0 or later servers. • The remote server must have the sending server deﬁned as a remote server in its network database.
Page 204: Synchronizing User Information Across Networked Servers
204 Chapter 10 Conﬁguring CallPilot services Getting there: User → Mailbox Classes, and then click the mailbox class you want to update. This setting also prevents a user from deleting their personal veriﬁcation; however, they can record a new one.
Page 205: Chapter 11 Callpilot Voice Forms: Planning A Voice Form
If you are interested in getting started right away and conﬁguring your voice form, you can use the procedural Help topics in CallPilot Manager. To ﬁnd the starting point, open CallPilot Manager, click the CallPilot Manager online Help button, click the Search tab, and then search for “work ﬂow for creating a voice form.”...
Page 206: People Involved In Implementing A Voice Form
206 Chapter 11 CallPilot voice forms: planning a voice form People involved in implementing a voice form There are three different groups of people involved in implementing a voice form. The following table describes who these people are and what they do.
Page 207: Voice Form Limits
Flow of a voice form Voice form limits The following table lists various limits of the CallPilot system that you must consider when you are planning voice forms. Variable Maximum number of Voice Forms allowed per system Maximum length of voice form definition in minutes Copyright ©...
Page 208: Seven Steps To Plan And Design A Voice Form
208 Chapter 11 CallPilot voice forms: planning a voice form Variable Maximum number of fields per voice form Maximum answer length per field The maximum number of untranscribed responses Seven steps to plan and design a voice form There are seven steps to plan and design a voice form: 1.
Page 209 Type of prompt: name - Voice answer - DTMF answer - No answer No answer (greeting) Copyright © 2007, Nortel Networks Seven steps to plan and design a voice form 209 Prompt text Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 210 Example: "Thank you for taking the time to complete this survey." After you plan your voice form, you conﬁgure these ﬁelds using CallPilot Manager. You can use a mixture of these three answer ﬁeld types in your voice form. Every voice form automatically includes two No Answer ﬁelds;...
Page 211: Nortel Callpilot Administrator Guide
Note: If your voice form contains prompts that require DTMF or keypad input, rotary phone users cannot input or conﬁrm these answers. Rotary phone users can only conﬁrm voice answer ﬁelds. Nortel recommends including a prompt in the opening greeting: “If you have a touchtone phone, please press any key now.”...
Page 212 212 Chapter 11 CallPilot voice forms: planning a voice form about how to compose prompts for rotary phone users, refer to "Prompts to address rotary phone users" in the following section. Composing greetings, instructions, and questions When using a voice form, callers cannot see the instructions or blank spaces as they can with a paper form.
Page 213 • The farewell greeting tells callers that they have completed the form. Although there is a system good-bye prompt, Nortel recommends that you turn the system prompt off and record your own good-bye prompt as part of your farewell greeting so that the voice is the same for the greeting and the goodbye.
Page 214: Step 4. Identify The Overall Voice Form Settings
"Voice form settings worksheet." The ﬁelds in this worksheet are the same as the ﬁelds that you ﬁll out when you conﬁgure the voice form through the CallPilot Manager page "Voice Form Detail." This worksheet has ﬁve sections: General settings, Transcription settings, Caller settings, Notiﬁcation settings, and Storage...
Page 215 Spoken Name played to transcribers when working with the voice form through the telephone. Since the transcriber might also use the Voice Form Title, Nortel recommends that these two names be similar. Voice form settings worksheet: Transcription settings Field in CallPilot Description Manager’s Voice...
Page 216 216 Chapter 11 CallPilot voice forms: planning a voice form Field in CallPilot Description Manager’s Voice Form Detail Page Before Each Choose the appropriate Before Each Answer Play Answer Play option. This determines what the transcriber hears immediately before the answer plays back. Your choices are: •...
Page 217 Urgent Do you want transcribers to hear a message saying that there are urgent messages waiting when they log into CallPilot? Copyright © 2007, Nortel Networks Seven steps to plan and design a voice form 217 Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 218: Step 5. Identify The Individual Field Settings Within The Voice Form
218 Chapter 11 CallPilot voice forms: planning a voice form Voice form settings worksheet: Storage Limit settings Field in CallPilot Description Manager’s Voice Form Detail Page MMFS Volume If you want to specify how full the Multimedia File threshold System (MMFS) can become before the voice form stops taking caller responses, specify this percentage.
Page 219 Play Beep before Do you want callers to hear a beep just before the recording starts voice form records their answer? Copyright © 2007, Nortel Networks Seven steps to plan and design a voice form 219 Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 220: Step 6. Identify The Caller Service Dn
220 Chapter 11 CallPilot voice forms: planning a voice form Field in CallPilot Description Manager’s Voice Form Field Detail Page Invalid Answer What do you want to happen if the caller does not Handling answer within 3.5 seconds? Specifically: 1. How many times do you want the voice prompt repeated? 2.
Page 221: Step 7. Identify The Transcriber Service Dn
Getting there: System → Voice Forms For step-by-step instructions to create, conﬁgure, modify, and maintain a voice form, refer to CallPilot Manager online Help. For step-by-step instructions to transcribe responses, refer to CallPilot Voice Forms Transcriber User Guide (NN44200-110.) Copyright © 2007, Nortel Networks...
Page 223: Chapter 12 Monitoring The Callpilot Server And Resources
"Viewing alarms in the Alarm Monitor" (page 237) Viewing the performance of CallPilot server To view the performance of CallPilot server, log on to CallPilot Manager and click Performance Monitor on the System menu. Performance Monitor updates the following information about the CallPilot server every 10...
Page 224: Finding Information About The Callpilot Server
If you are not sure whether a particular application or service is installed on a CallPilot server, use the Server Settings screen to display a list. Finding information about the connected switch Use the Server Settings screen to display switch information such as: •...
Page 225: Running System Reports
To generate reports, OM data collection must be enabled. You can turn OM data collection on or off in CallPilot Manager and store collected data on the OM server for up to 10 days. The storage period for the Reporter database is conﬁgured in Reporter.
Page 226: Monitoring Call Channels
Open Networking Activity report. A high number of blocked sessions means that the service cannot acquire channels to complete calls. Monitoring call channels If the CallPilot server has trouble processing incoming calls, use Channel Monitor to view the state of call channels. Channel Monitor...
Page 227: Monitoring Multimedia Channels
An understanding of channel allocation can help you determine if you must reconﬁgure the channels or add MPC-8 cards to increase the multimedia processing capacity of the server. Copyright © 2007, Nortel Networks Monitoring multimedia channels 227 ATTENTION Nortel CallPilot Administrator Guide NN44200-601 01.11 Standard...
Page 228 228 Chapter 12 Monitoring the CallPilot server and resources Multimedia Monitor also displays a channel (DN) and position (Label) in a pop-up when you move the mouse cursor over the channel’s check box. Changing the Multimedia Monitor refresh rate By default, the Multimedia Monitor refreshes the display every ﬁve seconds with updated channel status information.
Page 229: Monitoring Disk Space
Nightly audit Each night, the CallPilot server performs an audit that cleans up expired ﬁles in the MMFS and the system database. In particular, the audit removes user messages from the MMFS that are past the expiry date, and expired OMs from the system database.
Page 230: Monitoring Multimedia File System Volumes
230 Chapter 12 Monitoring the CallPilot server and resources Monitoring Multimedia File System volumes The MMFS volumes store all voice and fax messages and other related multimedia ﬁles, such as user mailboxes, greetings, voice prompts, and voice menus. The server can have more than one volume, depending on the overall capacity of the system to process calls.
Page 231 • If the system is chronically low on space, consider purchasing additional storage from Nortel, particularly if you must add new users to the system. General methods to monitor disk space The Performance Monitor shows the disk space available on your system by showing the percentage of free disk space.
Page 232: Monitoring The Database
232 Chapter 12 Monitoring the CallPilot server and resources Because the hard disk is partitioned, reducing the message retention time affects only the MMFS. Reducing the OM retention time affects only the database storage levels. Monitoring the database The database stores user information, system conﬁguration information, and various statistics that are collected by the system.
Page 233: Events
Contact your distributor for details. Events Events are occurrences on the CallPilot server, such as applications opening or closing, or errors being reported. These events appear in •...
Page 234 234 Chapter 12 Monitoring the CallPilot server and resources Security events Security auditing is enabled on the server. Suspicious actions by a user are logged as event code 40593 in the Event Browser and in the security log in the Windows Event Viewer. This is an information event, so it does not appear in the Alarm Monitor.
Page 235 CallPilot events that are stored. Default event log size If you change the log size for the CallPilot server, do not use the Default button. The settings for this button correspond to the Windows default settings. During a CallPilot installation, the log settings are set to the...
Page 236: Windows Event Viewer
236 Chapter 12 Monitoring the CallPilot server and resources Windows Event Viewer The Windows Event Viewer on the CallPilot server provides event and log information. Most information provided by the Event Viewer on the server can also be viewed through the Event Browser in CallPilot Manager.
Page 237: Viewing Alarms In The Alarm Monitor
Viewing alarms in the Alarm Monitor The Alarm Monitor displays a list of CallPilot server alarms. Alarms are warnings generated by events. Alarms communicate the same information as events. However, alarms are reported in the Alarm Monitor instead of the Event Browser, and are managed differently than events: •...
Page 238 OTM Alarm Notiﬁcation tool as one example of how to conﬁgure an NMS. The conﬁguration has two parts: 1. Conﬁguring SNMP on the CallPilot server so that the traps are directed to an NMS. 2. Conﬁguring the NMS so that it can receive the CallPilot SNMP traps.
Page 239 • • • • Click OK. Copyright © 2007, Nortel Networks Viewing alarms in the Alarm Monitor 239 Physical: Speciﬁes whether the computer manages physical devices, such as a hard disk partition. Applications: Speciﬁes whether the computer uses any programs that send data by using TCP/IP.
Page 240 240 Chapter 12 Monitoring the CallPilot server and resources Conﬁguring SNMP communities and traps Step Action Click Start > Control Panel > Administrative Tools > Computer Management. In the console tree, expand Services and Applications, and then click Services. In the right pane, double-click SNMP Service.
Page 241: Chapter 13 Voice Messaging-Verbose Help User Interface
Messaging-Verbose Help User Interface also provides users with more options in the delay prompts than are available with the standard Meridian Mail User Interface (MMUI). All commands that are acceptable for CallPilot UI are acceptable for Voice Messaging-Verbose Help User Interface.
Page 242 This control item allows creating new types of mailbox classes for users who want expanded prompts for the various message contexts. Note: When you select CallPilot Verbose Help Interface Messaging, you must ensure that the Voice Messaging SDN is conﬁgured properly. When you select Service Directory Number SDN Details, go to the Session Proﬁle...
Page 243: Index
192 preferred 192 alternate user interfaces (AUIs) Copyright © 2007, Nortel Networks description 154 alternative telephone interfaces availability of CallPilot functions 190 AMIS Networking 200, 201 AMIS Open Networking 118 RPLs 118 analog networking 201 AppBuilder archives 131, 133...
Page 244 21 logon 19 monitoring the status 21 physical security 102 remote administration of 18, 91 security recommendations 100 CallPilot server software CD 18 channel allocations 197 channel requirements for Application Builder 201 for Multimedia messaging 173, 186 for Networking 201...
Page 245 121 express voice messaging service description 154 feedback for documentation 24 ﬁle transfers between a personal computer and the CallPilot server 95 ﬁlters for event logs 236 settings 236 full administrator without mailbox 28 global administrators 27...
Page 246 Multimedia File System 229, 229 multiple address books 43, 202 MWI 160, 160, 160 MWI By DN 160 MWI DN 120 My CallPilot 31, 190, 202 Copyright © 2007, Nortel Networks name dialing and name addressing preﬁx 145 network broadcast 184...
Page 247 145 dialing restrictions and permissions 117 RPLs 117 RN 155, 162 Routing and Remote Access Service (RRAS) 95 Copyright © 2007, Nortel Networks RPLs AMIS Open Networking 118 applying 121 applying to applications 122 applying to custom applications 122...
Page 248 System Ready Indicator (SRI) 21 tape cleaning 127 tape rotation 126 tape storage 127 thru-dialing services applying RPLs 122 time-outs Copyright © 2007, Nortel Networks conﬁguring 144 timed delivery of messages 143 troubleshooting Contact Center Voice Services support 195 reference documentation 23...
Page 250 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. *Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. *Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

Nortel CallPilot Administrator's Manual

Chapter 1 How to Get Help

Chapter 2 Callpilot Administration Overview

Chapter 3 Delegating Administrative Tasks

Chapter 4 Mailbox Administration

Chapter 5 Using Directory Synchronization

Chapter 6 Conﬁguring Dial-Up Access to the Callpilot Server

Chapter 7 Security Recommendations

Chapter 8 Backing up and Restoring Callpilot Information

Chapter 9 Conﬁguring Addressing Conventions and Messaging Service Defaults

Chapter 10 Conﬁguring Callpilot Services

Quick Links

Administrator Guide

Related Manuals for Nortel CallPilot

Summary of Contents for Nortel CallPilot

Table of Contents