Nortel CallPilot Administrator's Manual

Nortel CallPilot

Administrator Guide

NN44200-601

.

Document status: Standard

Document version: 01.11

Document date: 9 November 2007

Sourced in Canada

The information in this document is subject to change without notice. The statements, conﬁgurations, technical

data, and recommendations in this document are believed to be accurate and reliable, but are presented without

express or implied warranty. 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.

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.

Trademarks

*Nortel, the Nortel logo, the Globemark, and Uniﬁed Networks, BNR, CallPilot, Communication Server 1000, Contact

Center, DMS, DMS-100, DMS-250, DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian,

Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and

Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA is a trademark of Qualcomm.

eTrust and InoculateIT are trademarks of Computer Associates Think Inc.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,

MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO,

WINDOWS, WINDOWS MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

LOGITECH is a trademark of Logitech, Inc.

MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, In.

RADISYS is a trademark of Radisys Cor poration.

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.

XEON is a trademark of Intel, Inc.

All other trademarks and registered trademarks are the property of their respective owners.

5

November 2007

CallPilot 5.0, Standard 01.11. This document is up-issued to support

changes in technical content documented in CR Q01762035.

October 2007

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.

May 2007

CallPilot 5.0, Standard 01.07 of the Administrator Guide is issued for

general release.

May 2007

CallPilot 5.0, Standard 01.06 of the Administrator Guide is issued for

general release.

May 2007

CallPilot 5.0, Standard 01.05 of the Administrator Guide is issued for

general release.

May 2007

CallPilot 5.0, Standard 01.04 of the Administrator Guide is issued for

general release.

April 2007

CallPilot 5.0, Standard 01.03 of the Administrator Guide is issued for

general release.

April 2007

CallPilot 5.0, Standard 01.02 of the Administrator Guide is issued for

general release.

Nortel CallPilot

Administrator Guide

NN44200-601 01.11 Standard

5.0 9 November 2007

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6

March 2007

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.

November 2005

CallPilot 4.0, Standard 1.09 of the Administrator Guide is issued for general

release.

September 2005

CallPilot 4.0, Standard 1.08 of the Administrator Guide is issued for general

release.

August 2005

CallPilot 4.0, Standard 1.07 of the Administrator Guide is issued for general

release.

July 2005

CallPilot 4.0, Standard 1.06 of the Administrator Guide is issued for general

release.

July 2005

CallPilot 4.0, Standard 1.05 of the Administrator Guide is issued for general

release.

July 2005

CallPilot 4.0, Standard 1.04 of the Administrator Guide is issued for general

release.

July 2005

CallPilot 4.0, Standard 1.03 of the Administrator Guide is issued for general

release.

July 2005

CallPilot 4.0, Standard 1.02 of the Administrator Guide is issued for general

release.

July 2005

CallPilot 4.0, Standard 1.01 of the Administrator Guide is issued for general

release.

Nortel CallPilot

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Trademarks 7

July 2005

CallPilot 4.0, Standard 1.0 of the Administrator Guide is issued for general

release.

November 2004

Standard 1.0 for CallPilot 3.0.

April 2004

Standard 2.0 for CallPilot 2.5.

October 2003

Standard 1.0 for CallPilot 2.5.

May 2003

Standard 1.0 issue for CallPilot 2.02 (2.01.27.05). The section "Conﬁguring

and troubleshooting 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.

October 2002

This is the Standard 1.0 issue of the CallPilot Administrator Guide.

Nortel CallPilot

Administrator Guide

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Nortel CallPilot

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Contents

Chapter 1 How to get help 15

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

Chapter 2 CallPilot administration overview 17

What is CallPilot? 17

What is CallPilot Manager? 18

Local or remote administration over an IP connection 18

Remote administration over a LAN or dial-up connection 18

Logging on to the CallPilot server with CallPilot Manager 18

Determining the CallPilot server status 21

Deﬁning servers and locations for logon 21

Setting security options for CallPilot Manager sessions 22

Delegation of administrative tasks 22

CallPilot online Help and documentation 22

Using online sources 23

Contacting Nortel 24

Reference documents 24

Chapter 3 Delegating administrative tasks 27

Overview 27

Adding full administrators without mailboxes 28

Adding mailbox owners with some administrative privileges 28

Adding an individual administrator 29

Adding a group of administrators 29

Assigning administrative privileges 30

Suspending administrative privileges 30

Creating specialized administrators 30

Chapter 4 Mailbox administration 33

User creation templates and mailbox classes 34

How user creation templates differ from mailbox classes 34

Using templates to create new mailboxes 34

Maintaining a set of user creation templates 34

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10 Contents

Creating and deleting user creation templates 35

Customizing settings for new mailboxes 36

Choosing a template for customization or duplication 36

Using mailbox classes to manage mailbox privileges 39

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

Creating and using a set of search criteria 44

Adding mailboxes, one at a time 46

Using Auto Add to add a group of mailboxes in a single operation 46

Using Auto Delete to delete a group of mailboxes in a single operation 47

Changing mailbox information 48

Changing individual mailbox properties 49

Mailboxes with fax deliveries and fax machine overﬂows 53

Setting up separate mailboxes for owners who share a telephone but have their

own extensions 55

Setting up mailboxes for users who share a single DN 56

Setting up a mailbox for a group (such as a help desk) with no dedicated

telephone 57

Setting up a guest mailbox 58

Conﬁguring the system alarm mailbox 58

Chapter 5 Using Directory Synchronization 61

Overview 61

Deﬁning the Active Directory requirements 62

Using Directory Synchronization 64

Using the Directory Synchronization Extension 82

Chapter 6 Conﬁguring dial-up access to the CallPilot server 91

Remote control of the server with pcAnywhere 91

Conﬁguring pcAnywhere on a personal computer 93

Installing pcAnywhere on the remote personal computer 93

Conﬁguring pcAnywhere for dial-up to the CallPilot server 94

Restarting the server using pcAnywhere 94

Optimizing remote host response during a pcAnywhere session 94

Restarting CallPilot server remotely without using pcAnywhere 94

Dial-up networking 95

Creating the Dial-Up Networking connection proﬁle 95

Establishing a connection using Dial-Up Networking 96

Chapter 7 Security recommendations 97

Secure Sockets Layer 97

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CallPilot security recommendations 100

Securing the premises 101

Securing equipment 102

Disposing of printed information 103

Monitoring suspicious activities 103

Monitoring mailbox logon and thru-dialing activities 104

Monitoring internal and external activity by calling line ID 106

Monitoring suspicious SMTP activity 108

Monitoring custom application SDNs 111

Conﬁguring mailbox security 111

Strong passwords for user accounts 112

Controlling access to mailboxes 114

Ensuring the use of a personal veriﬁcation 115

Restriction permission lists 115

Creating and deleting RPLs 116

Creating and customizing RPLs that govern external Call Sender 116

Creating and customizing AMIS Open Networking RPLs 118

Customizing RPLs 118

Customizing the On switch RPL to enable thru-dialing to other on-switch DNs 120

Customizing the local RPL to enable off-switch dialing 120

Customizing the long distance RPLs 120

Applying RPLs 121

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 125

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

Conﬁguring and scheduling backups 130

Performing an immediate backup to tape or disk 132

Restoring from backups 133

Monitoring the status of a backup or restore operation 134

Reviewing backup and restore history, and logs 135

Using the Backup Restore Tool 136

Chapter 9 Conﬁguring addressing conventions and

messaging service defaults 137

Specifying off-switch dialing preﬁxes 137

Handling mixed area or city codes 138

Deﬁning address preﬁxes for both DTT and DTF 140

Enabling off-switch calls 142

Changing messaging defaults 143

Information you need 146

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Customizing system prompts 146

Conﬁguring delivery to DNs not associated with CallPilot mailboxes 147

Chapter 10 Conﬁguring CallPilot services 151

Voice messaging and call answering services 152

Controlling costs with dialing restrictions and permissions 153

Express voice messaging service 154

Outcalling services 154

Addressing groups 155

Message notiﬁcation options 159

Methods of message notiﬁcation 160

Remote text notiﬁcation of new or urgent messages 162

Message Forwarding Rule 163

Speech activated messaging 173

Addressing capabilities 174

Pause characters 174

Service directory numbers 181

Conﬁguring a session proﬁle for messaging services 183

Deﬁning the broadcast message numbers 183

Fax (multimedia) messaging 185

Conﬁguring alternate telephone interfaces 188

Conﬁguring Contact Center Voice Services support 192

Dynamic channel allocations 197

Email-by-Phone with CallPilot Manager 199

Email-by-Phone with My CallPilot 200

Networking solutions 200

Application Builder 201

Desktop messaging and My CallPilot 202

Centralized Control of Desktop Options 202

Conﬁguring the Enhanced Names Across the Network feature 202

Capacity for temporary remote users 203

Requirements for the Enhanced NAN feature 203

Synchronizing user information across networked servers 204

Chapter 11 CallPilot voice forms: planning a voice form 205

Overview 205

Introduction 205

People involved in implementing a voice form 206

Stand-alone versus integrated voice forms 206

Example of a voice form structure 206

Voice form limits 207

Seven steps to plan and design a voice form 208

Step 1. Identify the purpose of the voice form application. 208

Step 2. Obtain a copy of the paper form or write out the form on paper. 208

Step 3. Determine the voice form ﬂow and compose the prompts. 208

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Step 4. Identify the overall voice form settings. 214

Step 5. Identify the individual ﬁeld settings within the voice form. 218

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 223

Viewing the performance of CallPilot server 223

Finding information about the CallPilot server 224

Running system reports 225

Monitoring call channels 226

Monitoring multimedia channels 227

Monitoring disk space 229

Monitoring Multimedia File System volumes 230

Monitoring the database 232

Events 233

Windows Event Viewer 236

Viewing events in the Event Browser 236

Filtering events in the Event Browser 236

Viewing alarms in the Alarm Monitor 237

Chapter 13 Voice Messaging-Verbose Help User Interface 241

Overview 241

Voice Messaging-Verbose Help User Interface 241

Index 243

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Chapter 1

How to get help

This section explains how to get help for Nortel products and services.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel

Technical Support Web site:

h

ttp://www

.

nortel.com/support

This site provides quick access to software, documentation, bulletins, and

tools to address issues with Nortel products. More speciﬁcally, the site

enables you to:

• download software, documentation, and product bulletins

•

search the Technical Support Web site and the Nortel Knowledge Base

for answers to technical issues

•

sign up for automatic notiﬁcation of new software and documentation

for Nortel equipment

•

open and manage technical support cases

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.

In North Amer ica, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone

number for your region:

h

ttp://www.nortel.com/callus

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16 Chapter 1 How to get help

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:

h

ttp://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor

or authorized reseller, contact the technical support staff for that distributor

or reseller.

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Chapter 2

CallPilot administration overview

In this chapter

"What is CallPilot?" (page 17)

"What is CallPilot Manager?" (page 18)

"Local or remote administration over an IP connection" (page 18)

"Remote administration over a LAN or dial-up connection" (page 18)

"Logging on to the CallPilot server with CallPilot Manager" (page 18)

"System ready indicator" (page 21)

"Deﬁning servers and locations for logon" (page 21)

"Setting security options for CallPilot Manager sessions" (page 22)

"Delegation of administrative tasks" (page 22)

"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

•

telephone calls

CallPilot users can send and receive both voice and fax messages through

display-based telephones, wireless sets, Windows desktop computers, or a

speech recognition interface.

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18 Chapter 2 CallPilot administration overview

What is CallPilot Manager?

CallPilot Manager is the web-based application used to connect to a

CallPilot server. When you connect to the server, you can create and

maintain the information the server uses to provide CallPilot messaging

services to authorized mailbox owners. This information includes

•

user groups and permissions

•

system settings

•

messaging service settings

•

maintenance and diagnostics

Local or remote administration over an IP connection

Typically, you administer and maintain the CallPilot server over an IP

connection between the server and one or more personal computers (PC).

You can log on to the server using a URL with a user ID (mailbox number)

and a password, or you can log on using CallPilot Manager.

You can use either of the following Web browsers to administer CallPilot:

• Internet Explorer 6.0 and 7.0

•

Mozilla Firefox 1.5 for Windows

You can use one of these browsers to administer CallPilot either at the local

machine or from a PC on the LAN.

Note: Do not install Mozilla Firefox on the CallPilot server, as this

browser is intended for remote PCs only.

Remote administration over a LAN or dial-up connection

In the event that your IP service is not available, you can use third-party

software to administer your CallPilot server through a dial-up connection.

This guide includes information about using pcAnywhere from Symantec

Corporation for setting up remote administration at an administrator’s site.

One licensed copy of pcAnywhere 12.0 is provided for the server on the

CallPilot server software CD. pcAnywhere 12.0 is also installed on the

server at the factory.

ATTENTION

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.

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Logging on to the CallPilot server with CallPilot Manager 19

ATTENTION

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.

To log on to CallPilot Manager

Step Action

1 Launch the web browser on a PC or on the CallPilot server.

2

Type the CallPilot Manager URL in the Address or Location box of

the web browser, and then press Enter.

Example: http://<Web server host name or IP address>/cpmgr/

Result: When the connection is established, the CallPilot Manager

Logon screen appears.

3

Type the administration mailbox number and password.

The supplied administrator mailbox number is 000000. The default

password is 124578.

4

Do one of the following:

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20 Chapter 2 CallPilot administration overview

•

If connection infor mation is preconﬁgured, you can select a

server or location from the Preset server list box. See "Deﬁning

servers and locations for logon" (page 21).

•

Type the CallPilot server host name or IP address in the Server

box.

• If you are using Microsoft Internet Explorer: To reuse information

you entered during a prior session on the same PC, do the

following:

1. Clear the contents in the box.

2. Click once inside the box.

3. Choose the item you need from the list that appears.

5

Click Login.

Result: The main CallPilot Manager screen appears.

—End—

Nortel CallPilot

Administrator Guide

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5.0 9 November 2007

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Nortel CallPilot Administrator's Manual

Nortel CallPilot Administrator's Manual

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