UM2000 Optional Feature Administration User Guide

Transcription

1 UM (I) UM2000 Optional Feature Administration User Guide Issue: 1.0 Release: 3.4 Status: Standard Date: June 22, 2009 Approved for External Release

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3 UM2000 UM2000 Optional Feature Administration User Guide Document number: (I) Release: 3.4 Document status: Standard Issue: 1.0 Date: June 22, 2009 Copyright 2009 Nortel Networks, Inc. All Rights Reserved Printed in the United States of America The master copy of this document is maintained in the Professional Services Organization document repository. *NORTEL, the NORTEL logo, and MPS are trademarks of Nortel. Approved for External Release

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5 Approved for External Release Publication history iii June 22, 2008 Issue: 1.0, Release: 3.4. This is the R3.4 version of the UM2000 Optional Features Administration User Guide. UM2000 Optional Feature Administration User Guide

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7 Approved for External Release Contents Audience for this document Scope of this document In this document Applicable references Nortel references External references Conventions used in this document Notes Indication of trademarks in this document v ix ix ix x x xi xi xi xi Chapter 1: Optional TUI Administration 1-1 Optional TUI Administration Overview 1-1 Create a Top Level CoS 1-1 Chapter 2: Find Me Follow Me 2-1 Find Me Follow Me Overview 2-1 Chapter 3: Message State Synchronization 3-1 Sync Overview 3-1 Sync Applet 3-1 Installation 3-2 Login / Logoff 3-7 Synchronization 3-11 Using the Sync Applet 3-12 Notification of Unread Messages Troubleshooting the Applet UMTrace 3-19 Figures Figure 1-1 Select Top Level CoS Figure 1-2 Top Level CoS Administration Figure 1-3 Create Top Level CoS Figure 1-4 Select Caller Keymap Figure 1-5 Caller Key Values and Menu Tree Figure 1-6 Select Subscriber Key Maps Figure 1-7 Select Environment Figure 1-8 Assign Top Level CoS Figure 1-9 Assign available Environment UM2000 Optional Feature Administration User Guide

8 vi Contents Approved for External Release Figure 1-10 Select Environment Figure 1-11 UM2000 AWT Environment Welcome Screen Figure 1-12 Create CoS Figure 1-13 CoS Name Figure 1-14 Caller Keymap Figure 1-15 Subscriber Keymap Figure 1-16 Select CUG Figure 1-17 Select Subscriber Administration Figure 1-18 Select Subscriber Figure 1-19 Assign CoS to Subscriber Figure 1-20 Select Closed User Group Figure 1-21 Create Config Validation Figure 1-22 Config Validation Phone Figure 1-23 Config Validation Web Figure 2-1 Subscriber Keymap Standard FMFM Figure 2-2 Subscriber Keymap FMFM Aria Figure 2-3 Setting Setup FMFM Figure 2-4 Setting FMFM Next Number Timer Figure 2-5 SWT Transfer Settings Page Figure 3-1 Setup.ini configuration file Figure 3-2 Installation Configuring Windows Installer Figure 3-3 Installation Preparing to Install Figure 3-4 Installation Welcome Figure 3-5 Installation Destination Folder Figure 3-6 Installation Ready to Install Figure 3-7 Installation Installing Sync Applet Figure 3-8 Installation - Complete Figure Sync Icon after Installation Figure Sync Icon in Start Menu Figure Sync Applet Icon States Figure 3-12 Login dialog Remember Password Class of Service Disabled Figure 3-13 Error Sync not enabled Figure 3-14 Missing or invalid Mail profile Figure 3-15 Error Missing Server / invalid Mail profile Figure 3-16 Error Missing Server Figure 3-17 Error Password expired Figure 3-18 Error Mailbox locked Figure 3-19 Error Invalid credentials Figure 3-20 Error Max login attempts Figure 3-21 Error All servers are busy Figure 3-22 Warning Mailbox full Figure 3-23 Warning Mailbox almost full Figure 3-24 Warning Password about to expire Figure 3-25 Configuration Dialog Figure 3-26 Configuration Dialog Advanced Dialog Figure Sync Applet Disconnect Figure Sync Applet - Online Figure Sync Applet - Applet - New Message Figure Sync Applet - Offline Figure Basic Sync Applet Context Menu Figure Sync Applet Context Menu with Unread message Figure 3-33 Mouse over Red Icon Figure 3-34 Mouse over Black Icon Figure 3-35 Windows Media Player Figure 3-36 Windows Media Player (I) Issue: 1.0

9 Approved for External Release Contents vii Figure 3-37 UMTrace tool Figure A-1 Force Sync App to take over Primary Synchronization... A-2 Figure A-2 Mouse over Black Icon... A-2 Figure A-3 Sync Applet Configuration Dialog... A-3 UM2000 Optional Feature Administration User Guide

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11 Approved for External Release About this document ix This Unified Messaging 2000 (UM2000) Optional Features Administration User Guide provides procedures that a UM2000 administrator/users would use to perform tasks for the UM2000 Native TUI and the Optional TUIs as well as Message State Synchronization and Find Me Follow Me, but only after completing the tasks in the UM2000 Optional Feature Installation and Configuration Guide. Audience for this document Scope of this document In this document This document is intended for UM2000 Administrator s. This document allows an administrator to provision the UM2000 Native TUI and the Optional Telephony User Interfaces (TUIs) for use by subscribers, also instruction on enabling the use of the Find Me Follow Me feature available in the Native and ARIA TUIs. The document also outlines the requirements for using Message State Synchronization. All these optional features must have been installed using the UM2000 Optional Feature Installation and Configuration Guide. It is assumed that the reader is familiar with the MPS 1000/500 environment and UM2000. This document provides information about the UM2000 Optional Feature administration in three chapters and a glossary. Chapter 1: Optional TUI Administration provides information that allows an administrator to provision the native and optional TUIs for use by subscribers. Chapter 2: Find Me Follow Me provide information that allows an administrator to provision the optional Find-Me Follow-Me feature. Chapter 3: Message State Synchronization provides information that allows an administrator to provision the optional Message State Synchronization. Appendix A: Sync Limitations provides information on the limitations regarding the Message State Synchronization feature. UM2000 Optional Feature Administration User Guide

12 x About this document Approved for External Release Applicable references List of terms and abbreviations lists terms and abbreviations related to interactive voice response (IVR) and the UM2000 Optional Feature with their associated definitions. The following references contain more information on subjects in this document. Use the latest issue of each reference document. If a contradiction exists between this document and the following references, use the information in this document. A nondisclosure agreement or sales contract with Nortel is necessary to obtain a publication with (I) appended to its reference number. Nortel references Nortel UM2000 Fundamentals (I) UM2000 Installation and Configuration Guide (I) UM2000 Optional Feature Installation and (I) Configuration Guide Switch Inter-operations Configuration Guide (I) for UM2000 UM2000 Administrator's Guide (I) UM2000 Web Tool Administrator User Guide (I) UM2000 Subscriber Web Tool User Guide (I) UM2000 Native TUI Quick Reference Card (I) UM2000 Call Pilot TUI Quick Reference Card (I) UM2000 Aria TUI Quick Reference Card (I) UM2000 Audix TUI Quick Reference Card (I) UM2000 Rolm TUI Quick Reference Card (I) UM2000 Serenade TUI Quick Reference Card (I) UM2000 Optional TUI Feature Comparison (I) Matrix UM2000 Departmental Subscriber AWT API (I) Guide UM2000 Platform Health Check Utility User (I) Guide UM2000 Planning and Engineering Guide (I) UM2000 Troubleshooting Guide (I) UM2000 Release Notes (I) (I) Issue: 1.0

13 Approved for External Release About this document xi External references None Conventions used in this document Throughout this document, distinctive typeface and style conventions are used to help discern the information being presented. The conventions found in this document are listed in the following table. Convention Run, OK Press2 True, Yes, No Description menu items, check boxes, action buttons vocabulary label application-entered value for program variable 0, 1, 2, 3,, # telephone keypad entries (selections) made by caller file name/directory Business Hours names of disk directories, files, file extensions screen text Notes A note is concise background information, advice, or general comments associated with a segment of information. Note 1: Two types of notes can appear in documents: single and multiple. Note 2: Multiple notes are more than one note related to the same segment of information and are numbered. Indication of trademarks in this document The asterisk after a name denotes a trademarked item. The title page and back cover acknowledge all trademarked items. UM2000 Optional Feature Administration User Guide

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15 Approved for External Release 1-1 Chapter 1: Optional TUI Administration This chapter provides information that allows an administrator to provision the native and optional TUIs for use by subscribers. Optional TUI Administration Overview 1-1 Optional TUI Administration Overview Before proceeding with the rest of this chapter, the optional TUI must already be installed using the UM2000 Optional Feature Installation and Configuration Guide. The TUI records added to the database as part of the Optional TUI installation and configuration procedures in the Optional Feature Installation and Configuration document need to be selected and assigned to the required Class of Services. The rest of this chapter describes how to do this. Note: The Aria TUI is used as an example throughout this document but the procedure is the same for any optional TUI. The installed TUI will be available in the drop-down menus of the Caller and Subscriber Key Mapping fields as described in this guide. Create a Top Level CoS 1. Login to the UM2000 Administration Web Tool as a user with full administrator privileges. Refer to the UM2000 Web Tool Administrator User Guide (I) for details. 2. Select UM2000 Configuration then select Top Level CoS. UM2000 Optional Feature Administration User Guide

16 1-2 Optional TUI Administration Approved for External Release Figure 1-1 Select Top Level CoS 3. Click on Create Top Level CoS Click here Figure 1-2 Top Level CoS Administration 4. To create a Top Level CoS, enter a descriptive name e.g. Aria Top Level CoS. The Caller Keymap Template and Subscriber Keymap Template fields will have drop-down lists showing all the keymap templates that have been installed in the database. Select the required keymap template for Caller and Subscriber (I) Issue: 1.0

17 Approved for External Release Optional TUI Administration 1-3 Click [Create Top Level CoS] button. Create Top level CoS Figure 1-3 Create Top Level CoS 5. Select Caller Key Maps [Set Default Values] keys should appear in boxes in menu structure. Tick the Protect box Click Figure 1-4 Select Caller Keymap 6. The key values and menu tree should be present already. If not, click [Set Default Values] button. keys should appear in boxes in menu structure. UM2000 Optional Feature Administration User Guide

18 1-4 Optional TUI Administration Approved for External Release Tick Protect box Click on the [Update Top Level CoS] button to update changes. Figure 1-5 Caller Key Values and Menu Tree 7. Select Subscriber Key Maps Tick Protect box Click on the [Update Top Level CoS] button to update changes (I) Issue: 1.0

19 Approved for External Release Optional TUI Administration 1-5 Click here Figure 1-6 Select Subscriber Key Maps 8. Select Environment to get to the Edit Environment page Select Administration from top level menu bar Select Environments Click on one of the links under Environment Names to select your environment UM2000 Optional Feature Administration User Guide

20 1-6 Optional TUI Administration Approved for External Release Click here Figure 1-7 Select Environment 9. Assign Top Level CoS After choosing an environment, the Edit Environment screen will appear. Click on the Assign Top Level CoS link. Click here Figure 1-8 Assign Top Level CoS 10. Assign an available environment. On the Assign Top Level CoS to Environment screen, choose the Top Level Cos that was just created Click >> button to enter it into Assigned CoS list (I) Issue: 1.0

21 Approved for External Release Optional TUI Administration 1-7 Click on [Update CoS Assignments] button to update changes. Click here Figure 1-9 Assign available Environment 11. Select Environment Place mouse over Environment menu Click on «Select Environment» Click on one of the links under «Environment Name» to select your environment. UM2000 Optional Feature Administration User Guide

22 1-8 Optional TUI Administration Approved for External Release Click here Then click to select your environment Figure 1-10 Select Environment Environment Welcome Screen shows selected environment Figure 1-11 UM2000 AWT Environment Welcome Screen 12. Create CoS Mouse over UM2000 Configuration menu Select Class of Services Click on Create CoS in the Class of Service Administration screen (I) Issue: 1.0

23 Approved for External Release Optional TUI Administration 1-9 Click here to select CoS Then click Create CoS Figure 1-12 Create CoS 13. Enter CoS Name. Enter a descriptive name e.g. Aria Environment CoS. The Parent CoS field will have a Top Level CoS drop-down list. Select the previously created Top Level CoS Enter CoS name and select Parent CoS Then click Create CoS Figure 1-13 CoS Name 14. Keymaps for Caller & Subscriber for CoS will be automatically inherited from the parent CoS. UM2000 Optional Feature Administration User Guide

24 1-10 Optional TUI Administration Approved for External Release Figure 1-14 Caller Keymap Figure 1-15 Subscriber Keymap 15. Select a CUG to manage subscriber (I) Issue: 1.0

25 Approved for External Release Optional TUI Administration 1-11 Mouse over to get to CuG menu Then select your CuG Figure 1-16 Select CUG 16. Go to Subscriber Administration as follows: After clicking on the CuG link under group name, Edit Closed User Group screen is displayed. Click on Subscriber Administration link Click here to enter Subscriber Administration Menu Figure 1-17 Select Subscriber Administration 17. Create or select a subscriber. Select your subscriber (or create one) UM2000 Optional Feature Administration User Guide

26 1-12 Optional TUI Administration Approved for External Release Click on the subscriber number or name to select a subscriber Figure 1-18 Select Subscriber 18. Assign CoS to subscriber. In the Class of Service field, assign the newly created CoS to the subscriber. Click on the [Update Subscriber] button to complete updating subscriber with new changes (I) Issue: 1.0

27 Approved for External Release Optional TUI Administration 1-13 Select the newly created CoS Figure 1-19 Assign CoS to Subscriber 19. Select Closed User Group to get to Config Administration Mouse over UM2K Configuration Select Closed User Group Click to select your Closed User Group under Group name Click here to enter CuG menu Then click here to select your CuG Figure 1-20 Select Closed User Group 20. Create Config Validation Click on Create Config Validation link to create each interface (Web, Phone) for the user. UM2000 Optional Feature Administration User Guide

28 1-14 Optional TUI Administration Approved for External Release Click here Figure 1-21 Create Config Validation 21. Defines Interface values in Create Config Validation page. Enter values to be defined for Interface Type Note that the values for fields Password History, Password Age, Password Max, Password Min, Num failed logins and Autolocked should be decided by the administrator in line with the password security policy for this CoS. The values shown below are examples only. Class of Service select your CoS eg. Aria Environment CoS Interface Phone Reset None Password Rule Numeric Password History 1 Password Age 100 Password Max 50 Password Min 1 Num failed logins 5 Autolocked 1 Click [Create] button when finished (I) Issue: 1.0

29 Approved for External Release Optional TUI Administration 1-15 Click here Figure 1-22 Config Validation Phone 22. Enter values to be defined for Web Interface. Class of Service select your Cos eg. Aria Environment CoS Interface Web Reset None Password Rule Numeric Password History 1 Password Age 100 Password Max 50 Password Min 1 Num failed logins 5 Autolocked 1 Click [Create] button when finished. UM2000 Optional Feature Administration User Guide

30 1-16 Optional TUI Administration Approved for External Release Click here Figure 1-23 Config Validation Web 23. Subscriber Administration (this step is only necessary if you have assigned the CoS to a newly created subscriber) Select your subscriber Validation (allows subscriber entry to UM2K system) Web Username <username> Web Password <password> Web Password Entry Every Time Web Access Status Active Phone Username <numeric username> Phone Password <numberic password/pin> Phone Password Entry Every Time Phone Access Status Active After the above TUI configuration changes, the subscriber will be presented with the customized prompts and key mappings for the selected TUI during their calls to the UM2K system (I) Issue: 1.0

31 Approved for External Release 2-1 Chapter 2: Find Me Follow Me This chapter provides information that allows an administrator to provision the Find Me Follow Me optional feature available in either the Native or ARIA TUIs. Find Me Follow Me Overview 2-1 Find Me Follow Me Overview Before proceeding with the rest of this chapter, the correct TUI must already be installed using the UM2000 Optional Feature Installation and Configuration Guide. The Find Me Follow Me feature provides additional transfer options for the subscriber. If during the welcome message to their mailbox a caller presses key 1 then they will be transferred, in turn, to up to three transfer numbers. If the transfers fail the caller will be returned to the subscriber s mailbox to leave a message. Availability The Find Me Follow Me is available through modified versions for the Native and Aria TUIs. Installation To use the Find Me Follow Me feature, the following database scripts have to be installed install-um2k-aria-fmfm.sql for FMFM using the Aria TUI install-um2k-native-fmfm.sql for FMFM using the Native TUI Creation of Top Level Class of Service Once the appropriate database scripts have been loaded, it should be possible to create a Top level Class of Service for the Find Me Follow Me enabled TUI. Select one of the options in the two screen shots below UM2000 Optional Feature Administration User Guide

32 2-2 Find Me Follow Me Approved for External Release Figure 2-1 Subscriber Keymap Standard FMFM Figure 2-2 Subscriber Keymap FMFM Aria Enabling FMFM in the Class of Service To allow a subscriber to use the Find Me Follow Me feature, it has to be enabled in the subscribers Class of Service settings. Under Subscriber Features, the setting Setup FMFM has to be set to Yes (I) Issue: 1.0

33 Approved for External Release Find Me Follow Me 2-3 Figure 2-3 Setting Setup FMFM Additionally, the timer setting FMFM Next Number Timer has to be set to an appropriate value. In the screen shoot below it is set to 30 seconds. This means that the application will try each number for 30 seconds, before moving on to try the next number. Figure 2-4 Setting FMFM Next Number Timer The minimum Next Number Timer is 30 seconds. If a value of zero is set the Next Number Timer will default to 30 seconds. The SIP server must also be configured to allow the Next Number Timer to work. In the SIP configuration file sip.conf, in the section for SIP Timer Profile, the value for the INV2FIN timer, which is the timer for the receipt of a Final Response to an Invite message (in milliseconds), must be set to a value representing a longer time than the Next Number Timer. The example below shows a value of 240 seconds for profile SIP_TMR1 UM2000 Optional Feature Administration User Guide

34 2-4 Find Me Follow Me Approved for External Release SIP_TIMER_PROFILE = {! ! NAME INV2PRV INV2FIN INF2FIN FIN2ACK PRV2PRK PRK2FIN BYE2FIN T1 T2! !SIP_TMR SIP_TMR SIP_TMR } If a similar timer exists on the switch then this time must also be set. Subscriber Configuration In the users Subscriber web tool. The subscriber can manage their transfer numbers through the Transfer Settings option under Self Administration. They are able to set two destination numbers for Zero-Out and three for Find Me Follow Me. Additionally they can set the mode of operation for Find Me Follow Me and the Zero Out transfers Figure 2-5 SWT Transfer Settings Page TUI Configuration The Native TUI has an option to modify transfer numbers, which is Option 2 from the main menu. With the Find Me/Follow Me feature this Option has a sub menu, where Option 1 manages the Zero-Out transfer numbers and Option 2 manages the Find Me Follow Me transfer numbers. On selecting either, the application will then read out the current status, this is the mode and the set transfer numbers. The next menu, then has options to set mode, and then to manage each number. The menu for managing each number is Option 1 to set the transfer number, (I) Issue: 1.0

35 Approved for External Release Find Me Follow Me 2-5 Option 2 to Review the transfer number and Option 3 to delete the transfer number. In the Aria TUI the menu to manage the Find Me Follow Me transfer numbers is reached by pressing 4 Personal Options 2 Admin Opts 2 - Transfers UM2000 Optional Feature Administration User Guide

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37 Approved for External Release 3-1 Chapter 3: Sync Overview Sync Applet Message State Synchronization This chapter provides all user guide amendments regarding the Nortel UM2000 Synchronization Feature which can be installed in addition to the UM2000 Release 3.4 software. This chapter provides information on the following topics: Sync Overview 3-1 Sync Applet 3-1 Installation 3-2 Login / Logoff 3-7 Synchronization 3-11 Using the Sync Applet 3-12 Troubleshooting the Applet 3-19 Note: All information regarding changes required to the Administration and Subscriber settings can be found in the: UM2000 R3.4 Subscriber Web Tool User Guide & UM2000 R3.4 Web Tool Administrator User Guide The Synchronization feature provides a solution to the problem where UM2000 messages on the server and the corresponding UM2000 messages in Exchange were not kept in sync. Prior to this feature, messages opened or deleted from the Telephone or the Subscriber Web Tool were not marked as read or deleted from Exchange. Likewise, messages opened or deleted from Exchange were not marked as read or deleted from the UM2000 mailbox. The Sync Applet will provide message synchronization for UM2000 messages that are delivered to Microsoft Exchange. When a message is read or deleted from Exchange, the corresponding message will be marked as read or deleted from UM2000. And when a message is read or deleted from UM2000, the corresponding message will be marked read or deleted from the Exchange server. Exchange clients, including Outlook and Outlook Web Access (OWA), are supported. UM2000 Optional Feature Administration User Guide

38 3-2 Message State Synchronization Approved for External Release The feature presents itself as an icon displayed in the Windows taskbar of the user s PC. The applet starts automatically when the PC is turned on and logs into the user s UM2000 mailbox and local mail profile with the correct Exchange account for the synchronization to occur. If the applet is not logged on, or the PC is turned off, the synchronization will occur the next time the applet is started and logged on. The applet s icon will be Red in color if there is at least one unread UM2000 message in the user s Exchange mailbox. If there are no unread messages, the icon will appear black. If the applet is logged off, the icon will appear gray. Installation If the administrator would like to pre-configure the IMAP Sync Server and IMAP Port for the user (recommended), they must create a text file named Setup.ini file and place it in the same folder as setup.exe before installation occurs. If the setup.ini file is not configured before installation, each user will be required to enter the IMAP Server FQDN and IMAP Port (if different from 143) before they can log in. Figure 3-1 Setup.ini configuration file Sever - In quotes, enter the FQDN or TCP/IP address of the UM2000 IMAP Sync Server. IMAP_PORT - In quotes, enter the IMAP Port number. By default this is Port 143.The session will be secured with TLS. Note 1: Changes to the setup.ini file will overwrite the user s existing Sync Applet configuration during upgrade if the version being installed is newer than the currently installed version. If there is a need to re-install the same version of the client in order to facilitate exporting new setup.ini values to users, the Repair option (rather than the default choice Modify ), should be selected during Client installation. Note 2: For the very first time Windows Installer is used it may require an Internet connection to download recent InstallShield engine. If user s PC does not have an Internet connection the following actions has to be performed on the PC: Delete the folder C:\Program Files\Common Files\InstallShield\Driver\ (I) Issue: 1.0

39 Approved for External Release Message State Synchronization 3-3 Double-click the ISScript9.Msi icon located in the same folder as setup.exe and follow installation instructions to have IsScript engine installed. The client is supported on Windows XP and Windows Vista. Outlook 2002 (XP), Outlook 2003 and Outlook 2007 are supported. To install the client, double click on the setup.exe icon. The applet can also be pushed out to users using a third party MSI compatible automated installation tool. For installation by a user, no input, other than pressing the buttons, is required. Figure 3-2 Installation Configuring Windows Installer Figure 3-3 Installation Preparing to Install UM2000 Optional Feature Administration User Guide

40 3-4 Message State Synchronization Approved for External Release Figure 3-4 Installation Welcome Figure 3-5 Installation Destination Folder (I) Issue: 1.0

41 Approved for External Release Message State Synchronization 3-5 Figure 3-6 Installation Ready to Install Figure 3-7 Installation Installing Sync Applet UM2000 Optional Feature Administration User Guide

42 3-6 Message State Synchronization Approved for External Release Figure 3-8 Installation - Complete Installation complete The Sync Applet Icon will appear offline until the user enters their username and password and logs in. Figure Sync Icon after Installation The installer will also add an entry for the Sync Icon to the Start Menu. This may be used to re- launch the Sync Icon at any time. Figure Sync Icon in Start Menu (I) Issue: 1.0

43 Approved for External Release Message State Synchronization 3-7 Sync Applet States While running, the applet will display one of four icons indicating the current state of the user s UM2000 connection. Valid states are: Figure Sync Applet Icon States Login / Logoff Login The first time the user logs in, they are required to enter their UM2000 mailbox and Web Access password. The Remember Password checkbox will initially be unchecked and disabled. After successful logon, the applet will detect if the UM2000 Administrator has enabled the Remember Password checkbox. If Remember Password is enabled, the user may check it from the login or configuration dialog. If Remember Password is enabled and checked, the user will automatically be logged in each time the applet is started. Figure 3-12 Login dialog Remember Password Class of Service Disabled. An exception to this is if the Class of Service (COS) for the Sync feature is disabled on the server. In that case, the sync applet will fail to logon and will display the following error: UM2000 Optional Feature Administration User Guide

44 3-8 Message State Synchronization Approved for External Release Figure 3-13 Error Sync not enabled In this case, the Sync Applet will continue to run but display the gray, not logged on, icon. No synchronization or notification will occur while the E- mail Sync Applet is not logged in. Logoff The user may logoff at any time by selecting Logoff from the Sync Applet s Context menu. The applet will continue to run, but the icon will appear gray and no synchronization or message notification will occur. Errors and Warnings: If the user has not entered valid UM2000 credentials, or has not selected a valid Mail profile, one of the following error dialogs will appear. If a logon error occurs, the applet will display a gray icon. Figure 3-14 Missing or invalid Mail profile Figure 3-15 Error Missing Server / invalid Mail profile (I) Issue: 1.0

45 Approved for External Release Message State Synchronization 3-9 Figure 3-16 Error Missing Server Figure 3-17 Error Password expired Figure 3-18 Error Mailbox locked Figure 3-19 Error Invalid credentials UM2000 Optional Feature Administration User Guide

46 3-10 Message State Synchronization Approved for External Release Figure 3-20 Error Max login attempts Figure 3-21 Error All servers are busy The applet will remain logged on after displaying a warning. Figure 3-22 Warning Mailbox full Figure 3-23 Warning Mailbox almost full (I) Issue: 1.0

47 Approved for External Release Message State Synchronization 3-11 Figure 3-24 Warning Password about to expire Synchronization The Sync Applet feature must be enabled by the UM2000 administrator before a user can log on. The applet also requires that the subscriber has configured a notification via with wav attachment to the subscriber s Exchange inbox. If the user has been given CoS access rights to the Sync feature, the user will be able to login the Snyc Applet. If the applet is logged in to their UM2000 mailbox and their mail profile, the applet will keep the user s Exchange inbox in sync with their UM2000 mailbox. When a message is marked as Read from the Exchange client, the corresponding message will be marked as Read on UM2000. Likewise, when a message is marked as Read on UM2000, the corresponding message in Exchange will be marked as Read. When a UM2000 message is deleted, the corresponding message will automatically be deleted from Exchange. When a UM2000 message is deleted from Exchange (see Note 2), the corresponding message will be automatically deleted from UM2000. The ability for the applet to synchronize the deletion of messages with the UM2000 server is controlled by the Delete Sync setting in the COS. If Delete Sync is disabled, UM2000 deletes have no effect on Exchange/Outlook and Exchange/Outlook deletes have no effect on UM2000 Moving a UM2000 message out of the Exchange inbox, such as to a personal Outlook folder, will delete the message from UM2000 if Delete Sync is enabled. See the Appendix A-1 for Limitation of marking messages Unread. If the Sync COS is disabled for a user, the user will not be able to login from the Sync Applet. Messages opened or deleted from the Exchange client will have no affect on the corresponding message on UM2000. Messages opened or deleted from UM2000 (e.g., using the SWT or TUI) will have no affect on the corresponding message on the Exchange client. UM2000 Messages delivery to the Exchange client will be continue unaffected and the UM2000 Optional Feature Administration User Guide

48 3-12 Message State Synchronization Approved for External Release status of the MWI light on the phone will be unaffected by any activity from the Exchange client. If the Sync COS is later enabled for the user, synchronization of existing and new UM2000 messages will begin the next time the Sync App is started and logged onto. Note: "Deleting" a message in Outlook does not actually delete the message immediately. The actual deletion takes place in Outlook when "Empty the deleted Items folder" (option in right-click folder menu in Outlook) was executed or, in case configured, it happens automatically when exiting Outlook. Using the Sync Applet The Sync Applet will start automatically when the computer is started. The Sync Applet s icon will be displayed in the system tray of the Windows taskbar. The user may shut down the Sync Applet by right-clicking on the applet s icon and choosing Exit. The Sync Applet will remove itself from the taskbar and synchronization ceases. The user may start the Sync Applet by restarting the computer or running the UM2000 Sync Applet from the start menu. If Remember Password is set, and the user has valid UM2000 mailbox credentials configured, the applet will log on automatically. If Remember Password is not set, or one or more of the saved credentials are missing or invalid, the user will be required to login manually. Sync Applet Configuration Dialog The configuration dialog can be launched by right clicking on Configure from the Sync Applet s icon in the system tray (I) Issue: 1.0

49 Approved for External Release Message State Synchronization 3-13 Figure 3-25 Configuration Dialog Server / Mailbox / Password If the Server FQDN was not supplied in the setup.ini file during installation, the user will be required to enter it here. The user can configure their UM2000 Mailbox from the Configuration dialog box. If the Remember Password COS is enabled, the user will also be able to set their UM2000 password here. If Remember password is selected and valid UM2000 mailbox credentials are entered, the applet will login automatically when OK is pressed from the Configuration dialog. Advanced The Advanced button allows the user to view/change the IMAP port used by the applet. The default port number is 143. If the user changes the default and wants to reset the port to the default value, they can press the Default port button. UM2000 Optional Feature Administration User Guide

50 3-14 Message State Synchronization Approved for External Release Figure 3-26 Configuration Dialog Advanced Dialog Mail Profile If only one Outlook mail profile exists, the applet will automatically use this profile and display it in the dropdown control. If multiple Outlook mail profiles exist, the applet will initially display an empty profile in the drop down control. The user will be required to select one mail profile when the applet is first configured. Once the applet is configured, the last profile selected will automatically be used and displayed in the drop down control. The mail profile must reference an Exchange inbox. Pop-up Notification The user may control if balloon text is displayed by checking / un-checking Display pop-up Notifications. The user may also control how long balloon text is displayed by entering a value between 1 and 60 seconds. If balloon text does not appear for a user, it is possible that the feature has been suppressed by Microsoft Windows. Check this site for instructions on configuring balloon text popup. Sync Balloon Text When the Sync Applet detects an important change to the UM2000 mailbox, a balloon is displayed. Important changes include the following: Figure Sync Applet Disconnect (I) Issue: 1.0

51 Approved for External Release Message State Synchronization 3-15 Figure Sync Applet - Online Figure Sync Applet - Applet - New Message Figure Sync Applet - Offline Note: If the network connection to the Sync Server is lost, the sync applet will try to connect using the following strategy: 1) After initial disconnect, immediately try to reconnect. 2) If reconnect fails, pick a random time between 0 and 15 minutes to attempt the next reconnect. 3) If the next reconnect fails, attempt to reconnect 15 minutes later This will avoid overloading the server with too many simultaneous connection requests if every client was affected. Sync Applet Context Menu The user may right-click the Sync Icon to display a context menu. Figure Basic Sync Applet Context Menu Launch Outlook Starts Outlook if it is not already been started. If Outlook is running, it will be brought to the forefront. UM2000 Optional Feature Administration User Guide

52 3-16 Message State Synchronization Approved for External Release Logon / Logoff Logs user on or off of the UM2000 mailbox defined by the Sync Configuration Page. The menu item displays: Logon when offline The menu item displays: Logoff when online Configure Displays the Sync applet s Configuration page. About UM2000 Sync Applet Displays the About box. Exit Disables the Sync Applet and removes it from the taskbar. Message synchronization will not occur until the applet is restarted and logged into. If at least one unread message exists in the Exchange inbox, the Context menu will display the oldest unread message at the top of the menu. Depending on the message content, selecting the message will either play the wav attachment or view the tif attachment. Figure Sync Applet Context Menu with Unread message Notification of Unread Messages The Sync Applet s icon will turn red when a UM2000 message is deposited in the Exchange inbox, not when the message arrives in the UM2000 mailbox. This ensures the message is ready to play before the user is notified via the icon. Depending on how the infrastructure and Outlook are configured (e.g., Cached Exchange mode enabled or disabled), the message may take several seconds to several minutes or longer to appear in the Exchange client. If the mouse is placed over the red icon, balloon text will appear displaying the number of UM2000 messages and the number of unread UM2000 messages in the Exchange inbox (I) Issue: 1.0

53 Approved for External Release Message State Synchronization 3-17 Figure 3-33 Mouse over Red Icon After all unread messages have been played, the icon color will change to black. If the mouse is placed over the black icon, balloon text will appear displaying the number of UM2000 messages in the Exchange inbox. Figure 3-34 Mouse over Black Icon Note: The number of messages currently being synchronized by the sync applet is displayed. This is the number of messages that are in both the UM2000 mailbox and the Exchange Inbox. Depending on how UM2000 is configured, this number may differ from the number of messages in either the UM2000 mailbox or the Exchange Inbox. Disabling Delete Sync COS is one way to cause the number of messages to differ. Moving UM2000 messages out of the Exchange Inbox and then back in is another way. Disabling message forwarding from UM2000 is another way. If UM2000 received a message without an attachment that message will not be forwarded and cause the number of messages to differ. There likely are other ways as well. Playing Unread Messages When there is at least one unread UM2000 message in the user s Exchange inbox, the Sync Applet s icon in the system tray will appear red in color. Double clicking on the red icon will cause the oldest unread message to play if it contains WAV data or display the TIF if it contains fax data. The wav player and tif viewer are whichever Windows application is associated with the.wav and.tif extension. This is typically the Windows Media Player and Windows Picture and Fax Viewer, but could be any WAV player or TIF viewer that is installed on the system. The oldest unread message can also be played from the applet s context menu by right clicking on the icon and selecting the message from the top of the menu. Message playback of UM2000 messages requires the G.726 codec to be installed on the user s PC. If the codec is not installed, double clicking on the red Sync Applet icon, or opening an unread message from the Context menu, will display the following dialog which will allow the user to download and install the codec. UM2000 Optional Feature Administration User Guide

54 3-18 Message State Synchronization Approved for External Release Figure 3-35 Windows Media Player Note: Installing the codec will require the PC to be rebooted before it is available. The user will be notified of this during the codec installation. Figure 3-36 Windows Media Player Notification of UM2000 Messages from an Exchange Client Unread UM2000 messages will appear bold in the Exchange client. If they are opened from Exchange, the message will also be marked as Read on UM2000 if the Sync Applet is logged onto the user s UM2000 mailbox. Otherwise, the UM2000 message will be marked as read the next time the Applet is logged onto (I) Issue: 1.0

55 Approved for External Release Message State Synchronization 3-19 Troubleshooting the Applet UMTrace The UMTrace tool is installed as part of the Sync Applet and is located in the same directory as the applet. By default, that directory is \Program Files\Nortel\UM2000. UMTrace can be used to help Nortel support diagnose and resolve issues with the client and assist with resolving server issues. The tool can output trace statements either to a file or to the tool s window. Data can be saved and sent to Nortel support for evaluation. Note: If the File checkbox is selected to toggle saving to a file, the tool must be restarted for the change to take effect. Figure 3-37 UMTrace tool UM2000 Optional Feature Administration User Guide

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57 Approved for External Release A-1 Appendix A: Sync Limitations Limitations This appendix provides information on the following topics: Limitations A-1 Marking a message Unread from the client While Exchange clients such as Outlook and OWA allow users to mark read messages as Unread, UM does not support this. Should a read message be marked unread via an Exchange client, the message will remain Read on the UM2000 server and no error or warning will be generated. For example, if a UM2000 message is read and then marked Unread from an Exchange client, the message will remain Read in the UM2000 mailbox. While the Sync Applet does support the ability to mark a message Unread, the UM2000 server does not currently support this capability. Message delay Depending on how the infrastructure and Outlook are configured (e.g., Cached Exchange mode enabled or disabled), the message may take several seconds to several minutes or longer to appear in the Exchange client. Messages that arrive and get deleted from Exchange while Sync Applet is not running If a UM2000 message arrives and is deleted from an Exchange client during a time when the Sync Applet is not running or logged on, the Sync Applet will ignore the message. The message will stay in the UM2000 mailbox until it is either deleted manually or automatically as part of normal mailbox message expiry cleanup. The same is also true if a message arrives in the UM2000 mailbox and is deleted via the TUI / SWT while the sync applet is NOT running. When the sync applet starts up, it will detect the copy that was forwarded to Outlook, but the sync applet will never delete this message since it never saw the message in UM2000. Message Priority Outlook does not recognize UM2000 message priority such as urgent. Urgent UM2000 messages will appears as Normal . sync only applies to messages that contain an attachment. UM2000 Optional Feature Administration User Guide

58 A-2 Message State Synchronization Approved for External Release If a UM2000 message does not contain a WAV or TIF attachment, the Sync Applet will not synchronize the message. Two sync applets connected to a single Exchange inbox / UM2000 mailbox Only one connection is supported per subscriber per Sync Server. If multiple sync servers are present, a subscriber can have one sync applet connected to each Sync Server. The client will attempt to auto connect to the next sync server if the first fails. A common example would be one sync applet running at work and another at home. The first applet to connect (Primary) will take over the responsibility of keeping the accounts in sync. Other sync applets will not provide synchronization but will support message playback. An error situation could arise if the Primary sync app crashes. In that case, neither sync app will perform the synchronization. Restarting the Primary sync app will restore synchronization, but if the user is away from the Primary this may not be possible. A work around to enable a sync app which is not currently the Primary to take over synchronization is available. To do so, log off the secondary sync applet and then hold down the Ctrl and Shift keys and select Login from the Context menu if Remember Password is enabled. If Remember Password is not enabled, then select logon and hold down the Ctrl and Shift Keys when dismissing the login dialog. The following dialog will appear allowing this sync app to take over synchronization duties. Figure A-1 Force Sync App to take over Primary Synchronization UM2000 Messages in the Outlook Conflicts folder. Figure A-2 Mouse over Black Icon If the number of messages that are being synchronized appears inaccurate, it is possible that a UM2000 message has been moved to the Outlook Conflicts folder. The Conflicts folder is an Outlook folder within a user s Exchange Inbox used to store messages with Exchange / Outlook synchronization issues. This Exchange synchronization is not related to UM2000 / Exchange synchronization. However, if a UM2000 message exists in the Exchange Conflicts folder, the Sync Applet will detect and count it. The easiest way to resolve the issue is to move the message out of the Conflicts folder (I) Issue: 1.0

59 Approved for External Release Message State Synchronization A-3 Support for Hot Desk or using PCs in a hotel environment. A PC that is shared by multiple users can be used by the Sync Applet. However, each user will be required to configure the applet with their Outlook Mail Profile and their CallPilot credentials. They also should be instructed to uncheck Remember Password and log off when they no longer are using the PC so others can not access their messages. Figure A-3 Sync Applet Configuration Dialog The Sync Applet does require access to the HEY_CURRENT_USER section of the registry. The Sync Applet stores configuration information on a per user bases in the PC registry. UM2000 Optional Feature Administration User Guide

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61 Approved for External Release B-1 List of terms and abbreviations AWT ANI Admin Web Tools, web-based tools to administer UM2000 system. See automatic number identification. automatic number identification The process by which the calling number is identified automatically DTMF See dual-tone multifrequency dual-tone multifrequency The audible signals generated by pushing a button on a telephone keypad FQDN IMAP Fully Qualified Domain Name, consists of a host and domain name, including top-level domain. Internet Message Access Protocol, application layer Internet protocol that allows a local client to access on a remote server Interactive voice response Refers to systems that communicate with a user through a telephone interface IVR See interactive voice response. Media Processing Server The family of Nortel IVR products consisting of hardware and software that provides automated transaction handling and application controlled call handling MPS See Media Processing Server. UM2000 Optional Feature Administration User Guide

62 B-2 List of terms and abbreviations Approved for External Release SWT TIF TLS TUI UM2000 Subscriber Web Tool, a web-based application used by subscribers to access their mailbox in a UM2000 system Tagged Image File Format, (short TIF or TIFF), data format to store image data Transport Layer Security, cryptographic protocol that provide secure communications on the Internet for such things as web browsing, , Internet faxing, instant messaging and other data transfers Telephony User Interface. Unified Messaging 2000 System. Voice Processing Series The family of Nortel IVR products consisting of hardware and software that enables phone lines to interact with applications to answer calls VPS VPS/is WAV See Voice Processing Series. VPS with integration and scalability Waveform Audio Format, standard audio format for storing an audio bitstream on Personal Computers (I) Issue: 1.0

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64 UM2000 UM2000 Optional Feature Administration User Guide Copyright 2009 Nortel Networks, Inc. All Rights Reserved *NORTEL, the NORTEL logo, and MPS are trademarks of Nortel. Document number: (I) Release: 3.4 Document status: Standard Issue: 1.0 Date: June 22, 2009 Printed in the United States of America Approved for External Release