NEC Xen Mail CTI User manual

Xen Mail CTI Installation

Guide

NEC Business Solutions Ltd

Doc. No. 8557 - Release 1.1

June 2004

Xen IPK

June 2004 NEC Business Solutions Ltd

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Table of Contents

Chapter 1 Introduction

Section 1 Overview- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Conventions - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1

Section 2 Battery Disposal and Safety - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2

Related documentation - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3

Chapter 2 Setting Up the System

Section 1 New with this Product - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5

Section 2 Setup Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Setup steps- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6

Section 3 Installing the voice messaging system boards. . . . . . . . . . . . . . . . 7

Section 4 Connecting communication devices . . . . . . . . . . . . . . . . . . . . . . . . 8

Section 5 Integration Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Section 6 Programming the Phone System . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Section 7 Setting up the Voice Messaging System Software . . . . . . . . . . . . 18

Section 8 Changing the Keypad Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Section 9 Signing In and Signing Out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 3 Remote Access

Section 1 Remote access overview- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 25

Remote access software functions - - - - - - - - - - - - - - - - - - - - - - 25

Section 2 Setting up the support computer . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Section 3 Preparing an existing support computer. . . . . . . . . . . . . . . . . . . . 28

Section 4 Setting up a support computer’s phone book . . . . . . . . . . . . . . . 29

Section 5 Starting and Ending a Remote Access Connection . . . . . . . . . . . 32

Direct connection requirements- - - - - - - - - - - - - - - - - - - - - - - - - 32

Modem connection requirements - - - - - - - - - - - - - - - - - - - - - - - 32

Section 6 Using the OS/2 host process switcher. . . . . . . . . . . . . . . . . . . . . . 34

Section 7 Changing the remote access default logon name and

password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Section 8 Transferring files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Section 9 Tracking remote access connections . . . . . . . . . . . . . . . . . . . . . . 38

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Section 10 Using Dial Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Section 11 Using keyboard chat. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Chapter 4 Backing Up & Restoring the System

Section 1 Using the backup and restore utilities - - - - - - - - - - - - - - - - - - - - 41

Setup steps for LAN backups and restores- - - - - - - - - - - - - - - - - 41

Setup steps for backups and restores with no LAN connection- - - 41

Section 2 Installing the BRFT Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Section 3 Installing network protocols for backups. . . . . . . . . . . . . . . . . . . . 43

Section 4 Setting the voice messaging system to log on to a network . . . . 46

Windows connection with NetBIOS - - - - - - - - - - - - - - - - - - - - - - 46

Automatic Windows log on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

NetWare connection- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 48

Section 5 Setting up a remote Windows computer for backups . . . . . . . . . . 50

Windows 98 or ME setup - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 50

Windows NT or 2000 setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Section 6 Scheduling system backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Section 7 Transferring backup files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Direct connection requirements - - - - - - - - - - - - - - - - - - - - - - - - - 56

Modem connection requirements- - - - - - - - - - - - - - - - - - - - - - - - 56

Section 8 Restoring system files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Chapter 5 Upgrading the Voice Messaging System

Section 1 Upgrade overview - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 61

Upgrade steps - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 61

Section 2 Adding system languages and prompts. . . . . . . . . . . . . . . . . . . . . 62

Steps for adding a language - - - - - - - - - - - - - - - - - - - - - - - - - - - 62

Section 3 Increasing the number of ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Steps for adding ports - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 64

Section 4 Adding feature packages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Steps for adding feature packages - - - - - - - - - - - - - - - - - - - - - - 66

Section 5 Setting up actions after greetings . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Chapter 6 Setting Up TeLANophy

Section 1 TeLANophy overview - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 71

TeLANophy setup steps - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 71

Section 2 Configuring network protocols for TeLANophy. . . . . . . . . . . . . . . 72

Section 3 Specifying station numbers for VewCall Plus . . . . . . . . . . . . . . . . 73

Section 4 TeLANophy workstation overview . . . . . . . . . . . . . . . . . . . . . . . . . 74

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Setup steps- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 74

Section 5 TeLANophy workstation hardware and software requirements . 75

Section 6 Setting up TeLANophy network protocols . . . . . . . . . . . . . . . . . . 76

Section 7 TCP/IP for Windows 98 or later. . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Section 8 TCP/IP for Windows NT 4.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Section 9 TCP/IP for Windows 2000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Section 10 Testing the TCP/IP setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Section 11 TeLANophy workstation installation overview . . . . . . . . . . . . . . . 81

Installing ViewFax - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 81

Section 12 Installing TeLANophy from a CD . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Section 13 Installing TeLANophy from a network . . . . . . . . . . . . . . . . . . . . . . 83

Section 14 Using TeLANophy applications with WANs and the Internet . . . 84

Section 15 Installing ViewMail for Microsoft Messaging on Workstations . . 85

Workstation requirements- - - - - - - - - - - - - - - - - - - - - - - - - - - - - 85

Installing ViewMail for Microsoft Messaging - - - - - - - - - - - - - - - - 85

Appendix A About the System Board

Section 1 About the system board - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 87

XenMail CTI system board - - - - - - - - - - - - - - - - - - - - - - - - - - - - 87

Daughter Board- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 89

Appendix B Starting and Shutting Down the System

Section 1 Starting and shutting down the system- - - - - - - - - - - - - - - - - - - 91

Appendix C Changing Network Protocols

Section 1 Changing network protocols- - - - - - - - - - - - - - - - - - - - - - - - - - - 93

Changing network protocols - - - - - - - - - - - - - - - - - - - - - - - - - - - 93

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Chapter 1– Introduction

Introduction Chapter 1

SECTION 1

OVERVIEW

About this guide

The Installation Guide contains instructions for setting up the voice

messaging system. Refer to, Chapter 2– Setting Up the System to begin

the set up process.

Conventions

This guide uses the following conventions:

User input

Information that the user types appears in a unique font. For example, type

MSGORDER and press ENTER.

Key names

Names of keys on the keyboard appear in capital letters. For example,

ALT+TAB.

A Note contains information that supplements the main text but is not essential

to the understanding of the text. A Note may supply information that applies

only in special cases.

A See also provides references to other topics related to the current topic.

CAUTION: A Caution advises users that failure to avoid or to take a specific

action may lead to unwanted results.

WARNING! A Warning advises users that failure to avoid or to take a specific

action will result in physical harm to the user, damage to the hard-

ware, or destruction of data.

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SECTION 2

B

ATTERY DISPOSAL

AND SAFETY

The XenMail CTI system includes a battery list below. When disposing of

these batteries, you must comply with applicable Federal and State

regulations regarding proper disposal procedures.

IMPORTANT SAFEGUARDS FOR BATTERY DISPOSAL

DO NOT PLACE USED BATTERIES IN YOUR REGULAR TRASH! THE

PRODUCT YOU PURCHASED CONTAINS A NICKEL-CADMIUM OR

SEALED LEAD BATTERY. NICKEL-CADMIUM OR SEALED LEAD

BATTERIES MUST BE COLLECTED, RECYCLED OR DISPOSED OF IN

AN ENVIRONMENTALLY SOUND MANNER.

The incineration. landfilling or mixing of nickel-cadmium or sealed lead

batteries with the municipal solid waste stream is PROHIBITED BY LAW in

most areas. Contact your local solid waste management officials for other

information regarding the environmentally sound collection, recycling and

disposal of the battery.

Nickel-Cadmium (or sealed lead) batteries must be returned to a Federal or

State approved nickel-cadmium (or sealed lead) battery recycler. This may

be where the batteries were originally sold or a local seller of automotive

batteries. Contact your local waste management officials for other

information regarding the environmentally sound collection, recycling and

disposal of the battery contained in this product.

CAUTION

Danger of explosion if batteries are incorrectly installed. Replace only with

the same or equivalant type of battery as indicated throughout this manual.

Table 1-1: Battery Types and Quantities for KSUs and ETUs

Unit Name Type of Battery Quantity

XenMail CTI Lithium 1

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Related documentation

The product disc contains this guide, the System Management Guide, the

System Conversation Guide, and the User Guide in the PDF format. If you need

Acrobat Reader to access a PDF file, you can install it from the voice

messaging system’s disc.

The following books and online resources can help you learn more about

working with your voice messaging system:

• System Management Guide: Contains instructions for setting up, maintaining,

and customising the voice messaging system. This guide includes a compre-

hensive troubleshooting chapter.

• System Conversation Guide (available as a PDF file only): Contains tables of

the system conversation’s prompts and phrases.

• User Guide: Contains instructions for subscribers about accessing their

accounts and checking and sending messages.

• Field Help: Press F1 to see field-specific help for entering data or codes in a

field on the voice messaging system screen.

• Third party documentation: You can find compliance information for third-party

electronic devices in the manufacturer’s documentation included in the

XenMail CTI package. Do not use a third-party manufacturer’s documentation

to set up, upgrade, or manage XenMail CTI. Refer only to XenMail CTI docu-

mentation to set up, upgrade, and manage XenMail CTI.

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Chapter 2 – Setting Up the System

Setting Up the System Chapter 2

SECTION 1

NEW WITH THIS

P

RODUCT

After reviewing the information in the table below, proceed to the “Setup

Overview” on page 6.

Setting up the XenMail CTI

Previous setup procedure New setup procedure

Installing the voice

messaging system

software, OS/2 software,

and other system

components

Everything you need to run the XenMail CTI is

preinstalled. To begin using the system, install the

voice messaging system board into a slot in the phone

system.

Accessing the voice

messaging system

application screens

With XenMail CTI package, the voice messaging

system application is stored on a hard drive located on

the voice messaging system board. You can plug a

monitor, keyboard, and mouse directly into the voice

messaging system board or use remote access

software installed on a support computer to access

voice messaging system screens and files.

Backing up and restoring

voice messaging system

files

Tape backups are not available with the

XenMail CTI. You can schedule backups of voice

messaging system files using the fields on a new

system screen. To transfer files to a local or network

drive and later restore them to the voice messaging

system, you can use the new Backup/ Restore/ File

Transfer (BRFT) utility.

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SECTION 2

SETUP OVERVIEW

The XenMail CTI is a fully tested and assembled voice messaging system.

The voice messaging system software, a modem and custom OS/2 Warp

4.0 operating system software are preinstalled on a board that you place in

the phone system.

The following steps offer guidelines for setting up a new XenMail CTI

package. You can also use these steps if you are “upgrading” to XenMail

CTI package from a different product. (Back up the existing voice

messaging system database first. Once you complete the steps below,

restore it as described in “Restoring system files” on page 47. Fax

messages cannot be restored.)

If you are upgrading an existing, see "Upgrading the Voice

Messaging System," on page 61.

Setup steps

1 Insert the voice messaging system board into the phone system.

See "Installing the voice messaging system boards" on page 7.

2 Connect communication devices to voice messaging system board.

See “Connecting communication devices” on page 8.

3 Set up the phone system integration.

See "Integration Overview" on page 9.

4 If you plan to use a remote access connection to access the voice messaging

system screens, set up a support computer to do so.

See "Remote Access" on page 25.

5 Configure the voice messaging system software for network backups,

feature packages, and system languages.

See "Setting up the Voice Messaging System Software" on page 18.

6 Customise the integration, as necessary.

See “Changing the Keypad Map” on page 22.

7 Sign in to the system screens.

See “Signing In and Signing Out” on page 24.

8 If your system includes TeLANophy, set it up.

See “TeLANophy overview” on page 32.

9 Set up the voice messaging system ports, transaction boxes, and

subscribers, and integration options for your site.

See System Management Guide: System overview, Chapter 2.

10 If your system includes FaxMail, set it up.

See System Management Guide: “FaxMail setup, Chapter 9.

11 Back up the voice messaging system.

See “Using the backup and restore utilities on page 32.

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SECTION 3

INSTALLING THE VOICE

MESSAGING SYSTEM

BOARDS

The voice messaging system board provides all voice messaging system

application functions and voice recording storage on their hard disks.

To install the voice messaging system board in the phone system, perform

the following procedure. For an illustration of the main board used for all

systems, see “About the system board.”

To install the voice messaging system board(s)

1 Turn off the phone system.

2 Insert the board halfway into any available slot in the phone system.

3 Do one of the following:

• To access the voice messaging system screens using a monitor, keyboard,

and mouse, plug these devices into the appropriate locations on the voice

messaging system board.

• To access the voice messaging system screens using a remote access con-

nection, set SW3 dip switch #2 Off for a direct connection or On for a modem

connection.

4 Confirm the SW3 dip switch #1 and #2 are set Off and switch #3 and #4

are set On.

5 Insert the board all the way into the slot.

6 Confirm the Shutdown switch is set On.

7 Turn on the phone system. When the software LED lights, the voice

messaging system is running and ready for use. The system may take

5-10 minutes to start.

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SECTION 4

CONNECTING

COMMUNICATION

DEVICES

Perform the procedure below in the following scenarios:

• If you want to access the voice messaging system’s hard drive using a monitor,

keyboard, and mouse plugged directly into the voice messaging system board.

(When you are on-site and the system is accessible.)

• If you want to utilise a LAN connection for TeLANophy and to perform network

backups.

• If you want to utilise a modem for remote access connections.

Refer to “About the system board” for an illustration of the voice messaging

system board.

To connect communication devices to the voice messaging system

1 If you did not plug in a monitor, keyboard, and mouse when you installed

the voice messaging system board and you want to use these devices,

do the following:

• Set the Shutdown switch Off to shut down the voice messaging system.

• After voicemail has shut down, turn off the KSU.

• Pull the board half-way out of the phone system.

• Plug in a monitor, keyboard, and mouse into the voice messaging system

board.

• Push the board into the phone system. Be sure that the board are firmly

seated in the slot.

• Set the Shutdown switch On and turn KSU on.

2 To utilise a LAN connection, plug the network cable connector into the

Ethernet jack on the voice messaging system board.

3 To utilise a modem connection, plug the modem’s analogue phone line

into the phone jack on the voice messaging system board.

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SECTION 5

INTEGRATION

O

VERVIEW

The basic integration between the phone system and the voice messaging

system is set up using procedures found in this section and in your phone

system manufacturer’s documentation.

In this section, you specify how the phone system will work with the voice

messaging system integration by assigning extension numbers and setting

up hunt groups, trunk routing, and call overflow. See “Programming the

Phone System” on page 10.

Additional voice messaging system features, such as live record, easy

message access, identified subscriber messaging, and trunk mapping for

transaction boxes, are set up on the voice messaging system’s Switch

Setup. screens. Refer to related topics in the System Management Guide

for details.

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SECTION 6

PROGRAMMING THE

P

HONE SYSTEM

To set up the phone system to support digital voice messaging, complete

the procedures in this section.

The following table describes the key functions on individual stations.

To enter programming mode

1 From port 01 or 02, press the FEATURE key.

2 Press the HOLD key.

3Dial #0*.

To assign interface slot number

Memory block 7-1 assigns the slot number on the phone system that

contains the voice messaging system board.

1 Press the LK7 key.

2 Press the LK1 key.

3 Enter the cabinet number and press # .

4 Enter the slot number for the voice messaging system board.

5 Press the RECALL key twice to advance to page 3.

6 Press the LK4 key.

7 Press the TRANSFER key to save the slot assignment and advance to

the next slot.

8 Press the ANSWER key twice to exit slot assignment.

Key Function

FEATURE Return to preceding page

RECALL Advance to next page

CONF Go to next selection

REDIAL Enter pause, hyphen, *, or #

SPEAKER Exit programming mode

ANSWER Go back one level

TRANSFER Save settings

HOLD Clear settings

*Move left

# Move right

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To assign phone type

Memory block 7-2 assigns port numbers and specifies the ports as Digital

Voicemail (DVM) ports.

1 Press the LK7 key.

2 Press the LK2 key.

3 Enter the port number of the first voice messaging system port.

NOTE: Ports 01 and 02 cannot be assigned as voicemail.

4 Press the LK7 key to assign the port as DVM.

5 Press the TRANSFER key to save the port assignment and advance to

the next port.

6 Repeat steps 4 and 5 for the remaining ports.

7 Press the ANSWER key twice to exit port assignment.

CAUTION: If you make a mistake while performing the above procedure, start

over from step 1 of the procedure, “To assign interface slot number”

on page 10.

To assign station numbers

Memory block 4-10 assigns the extension numbers that the phone system

will use to access voice messaging system ports.

1 Press the LK4 key.

2Dial 10.

3 Press * four times, then enter the port number of the first voice

messaging extension.

4 Enter the extension number to be assigned to this port.

5 Press the TRANSFER key to save the extension number assignment.

6Dial 10.

7 Press the CONF key to advance to the next voice messaging system

port.

8 Repeat steps 4 through 7 for each extension number to be assigned.

9 Press the ANSWER key to exit extension assignment.

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To set up a hunt group

Memory block 4-14 assigns the first extension as the pilot hunt number.

Memory block 4-15 assigns extensions to the hunt group.

1 Press the LK4 key.

2Dial 14.

3 Press * twice, then enter the port number of the first voice messaging

extension.

4 Press the LK2 key to assign the port as a master in the hunt group.

5 Press the TRANSFER key to save the pilot hunt number assignment

and advance to memory block 4-15.

6 Press * twice and dial 14.

7 Press the CONF key to advance to the next port.

8 Press the LK2 key to assign the port as a master in the hunt group.

9 Press the TRANSFER key to save the pilot hunt number assignment.

10 Repeat steps 6 through 9 for each voice messaging port to assign all as

masters in the hunt group.

11 Enter the port number for the first voice messaging extension.

12 Press the TRANSFER key.

13 Press * twice.

14 Dial 5.

15 Press the CONF key to advance to the next port.

16 Enter the extension number of the next port.

17 Press the TRANSFER key to save the hunt group extension

assignment.

18 Repeat steps 13 through 17 for each extension.

NOTE: To set up call overflow, program the phone system to handle calls

when all voice messaging ports are busy. For a circular hunt group, set

the last voice messaging system port to forward to the first port. With

this setup, forwarded callers hear a ringback tone and callers who dial

the system directly hear a busy tone. Or, you can forward overflow

calls to an operator by setting the last voice messaging system port to

forward to the operator.

19 Press the ANSWER key to exit hunt group extension assignment.

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To set up trunk routing

Memory block 3-42 assigns direct inward termination (DIT) of central office

(CO) lines during day mode for the system. Memory block 3-43 directs CO

lines during night mode. Perform this procedure if you are planning to use

the voice messaging system’s automated attendant.

1 Press the LK3 key.

2 Press the TRANSFER key.

3Dial 42.

4 Press * four times, then enter the number of the first CO line to ring the

voice messaging system.

5 Enter the extension of a voice messaging system hunt group master

port.

6 Press the TRANSFER key to save the CO line assignment for day mode

and to advance to the next memory block.

7 Enter the extension of a voice messaging system hunt group master

port

8 Press the TRANSFER key again to save the CO line assignment for

night mode.

9Press * .

10 Dial 2.

11 Press the CONF key to advance to the next CO line.

12 Repeat steps 5 through 11 for each CO line to ring the voice messaging

system.

13 Press the ANSWER key to exit the DIT assignment.

To make the forward all calls setting available by class of service

Memory block 1-8-08 enables the selected class of service to forward all

calls.

1 Press the LK1 key.

2 Press the LK8 key.

3Dial 08.

4 Enter the class of service number.

5 The LK1 key is lit when the forward all calls setting is available to the

selected class of service. Press the LK1 key if it is not already lit.

6 Press the TRANSFER key to save the selection and advance to the next

class of service.

7 Repeat steps 4 through 5 for each class of service that requires the

forward-all-calls setting.

8 Press the ANSWER key twice to exit the forward-all-calls selection.

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To make the call forwarding on busy/no answer setting available by class

of service

Memory block 1-8-08 enables the selected class of service to forward calls

on busy/no answer.

1 Press the LK1 key.

2 Press the LK8 key.

3Dial 08.

4 Enter the class of service number.

5 Press the RECALL key.

6 The LK5 key is lit when the forwarding on busy/no answer setting is

available to the selected class of service. Press the LK5 key if it is not

already lit.

7 Press the TRANSFER key to save the selection and advance to the next

class of service.

8 Repeat steps 5 through 7 for each class of service that requires call

forwarding busy/no answer.

9 Press the ANSWER key twice to exit the station class of service

assignment.

To enable live record by trunk

Memory block 3-45 selects the live record feature for each CO line.

1 Press the LK3 key.

2 Press the TRANSFER key.

3Dial 45.

4 Press * twice, then enter the CO line number.

5 Press the LK2 key to enable live record on this CO line.

6 Press the TRANSFER key to save the live record setting.

7 Press * twice.

8Dial 45.

9 Press the CONF key to advance to the next CO line.

10 Repeat steps 5 through 9 for each CO line that will use live record.

11 Press the ANSWER key to exit live record trunk selection.

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NEC Xen Mail CTI User manual

NEC Xen Mail CTI User manual

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