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Part No. N0008714 0 2 22 Novem ber 200 4 CallPilot 100/150 Desktop Messaging Installation and Maintenance Guide.
2 N0008714 0 .1 CallPilot 100/150 Desktop Messaging Installation an d Maintenance Guide Copy right © 2004 Nortel Netw ork s All right s reserved. 200 4.
3 CallPilot De sktop Me ssaging Installa tion and M aintenanc e Guide Contents Chapter 1 Requirements f or installing Desktop Messa ging . . . . . . . . . . . . . . . . . . . . . 7 About Cal lPilot Desktop Messaging . . . . . . . . . . . . . . . . . .
4 Contents N0008714 0 2 Removing the CallPilot Me ssage Stor e . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3 Configur ing Gr oupWise for Desktop M essaging . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Configur ing Lo tus Notes .
Contents 5 CallPilot De sktop Me ssaging Installa tion and M aintenanc e Guide The subscr iber ha s message a ccess problems . . . . . . . . . . . . . . . . . . . . . . . 5 6 The subscr iber ha s problems sendin g messages . . . . . . . . . . . . . . .
6 Contents N0008714 0 2.
7 CallPi lot Desk top Messagi ng Inst allation and Maintenan ce Guid e Chapter 1 Requirements for installing Desktop Messaging About CallPilot Desktop Messaging With Call Pilot Desk top Messaging f rom subscri bers can a ccess their Cal lPilot mai lbox f rom their personal computer.
8 Chapter 1 Requirem ents fo r installing Desktop M essaging N0008714 02 Softwa re requirem ents Integrated c lients Integr ated c lients r un with a corpo rate email server. You can us e Desktop Messaging with one or more of t hese clie nts: • Microsof t Outlo ok 2000, 2002 (XP) and 2003 • Lotus Note s 4.
Chapt er 1 Requ irements for i nstalling Des ktop Mes saging 9 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Where to g et help USA and Canada Authorized Distributors - ITAS Technical Support Telephone: 1-800-4NORTEL ( 1-800-466- 7835) If you al ready hav e a PIN Code, you can ent er Expres s Routing Cod e (ERC) 19 6#.
10 Cha pter 1 Req uirements for install ing Desktop Mess aging N0008714 02.
11 CallPi lot Desk top Messagi ng Inst allation and Maintenan ce Guid e Chapter 2 Configuring y our system for Deskto p Messag ing Bef ore y ou install Desk top Messaging Before i nstalli ng and using.
12 Cha pter 2 Con figurin g your syste m for Desktop M essaging N0008714 02 Configuring IMAP/LD AP/SMTP ser ver s fo r Desktop Me ssa ging CallPil ot supp orts IM AP/LDAP protocol s, which let Desktop.
Chapter 2 Configur ing your s ystem for De sktop Me ssaging 13 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Configuring en vironments without a DNS The D omain Name Syste m (DN S) is a n Intern et ser vice th at tra nslat es do main names i nto IP address es.
14 Cha pter 2 Con figurin g your syste m for Desktop M essaging N0008714 02.
15 CallPi lot Desk top Messagi ng Inst allation and Maintenan ce Guid e Chapter 3 Install ing an d conf iguring De sktop Messaging It tak es approxi m ate ly 10 min utes to i nstal l CallPil ot Desk top Messa ging. De pending on the subscri bers’ exp e rti se, you can a s k the m to instal l Desktop Me ssaging on their computer.
16 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 Uninstalling an ear lier vers ion of Desktop Messaging If the subscribe r has Desktop Messag ing 1.06 or ear lier on t heir comput er, uninstall it before you do th e instal lati on procedur e.
Chapter 3 Installing and confi guring De sktop Me ssaging 17 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Installing Desktop Messagi ng You insta ll Deskto p M ess aging fro m the Call Pilot 100/150 Doc umentat ion and Cli ent Software CD.
18 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 Install ing only the Ca llPilo t Player If you want only the CallPilot Pl ayer funct i onali ty of Desk top Messaging. yo u can inst all only the CallPil ot Player component. W ith the CallP i lot Player , you can record greeting s, prompt s or names a s a .
Chapter 3 Installing and confi guring De sktop Me ssaging 19 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Installi ng Desktop Messaging versi on 2.0 or 2.5 1 Load the Ca llPilo t 100/150 CD in the CD -ROM drive o f your computer.
20 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 8 Click th e Next button. The D estin ation Folde r scree n app ears. 9 Click t he Next but ton to accept th e default di rect.
Chapter 3 Installing and confi guring De sktop Me ssaging 21 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 11 Select the check boxes for the e mail clients t hat you use. Intern et Mail clie nts inclu de Microsoft Outl ook Express, Micr osoft Outl ook in Internet mail mode, Netsc ape Messe nger, an d Qualcomm Eu dora Pro.
22 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 15 Click th e Next button. The C allPilo t Mail box N umber scree n appea rs. 16 Enter t he subsc riber’s mailbox numbe r. The mailbox numb er is usua lly the subscr iber’s extensi on number.
Chapter 3 Installing and confi guring De sktop Me ssaging 23 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 19 Click th e Next button. The Ready t o Instal l! wind ow appears. We r ecommend y ou leave t he Update default mai l profil e box se lect ed.
24 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 20 Click th e Next button. The inst allation progr ess ba r appears and indicates t hat files are being c opied.
Chapter 3 Installing and confi guring De sktop Me ssaging 25 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Installi ng Desktop Messaging versi on 1.07 1 Load the Ca llPilo t 100/150 CD in the CD -ROM drive o f your computer. 2 Double -click t he CD folder and double-cli c k the Optio nal Softwar e folde r .
26 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 7 Select the check boxes for the e mail clients t hat you use. Intern et Mail clie nts inclu de Microsoft Outl ook Express, Micr osoft Outl ook in Internet mail mode, Netsc ape Messe nger, an d Qualcomm Eu dora Pro.
Chapter 3 Installing and confi guring De sktop Me ssaging 27 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 10 Click th e Next button.
28 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 14 Click th e Next button. The C allP ilot S erver Settin gs scre en ap pears . 15 In the Server Name or IP A ddres s b ox type the FQDN or IP a ddress of the Ca llPilot 100/150 syste m.
Chapter 3 Installing and confi guring De sktop Me ssaging 29 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide If you ar e instal ling Desktop Me ssagin g for Lotus Notes, you must ente r your Lot us Notes passwo rd before the installa tion process cont inues .
30 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 After you install Desktop Messaging After yo u install Deskt op Messagi ng: • Set the de fault em ail c lient.
Chapter 3 Installing and confi guring De sktop Me ssaging 31 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Conf iguring Ou tlook 200 2 Outlook 20 02 handles mail ac counts differe ntly t han previ ous ver sions of Out look. This secti on descri bes how t o configur e the Desktop Messag ing optio ns for Outlook 2002 .
32 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 • Do not se lect th e Log on using Secure P assword Authent ication ( SPA) check box. • Serv er Inf orm ation — Ente r the Call Pilot fully qua lified domain na me (FQDN) fo r both the inc oming and outgoing se rvers.
Chapter 3 Installing and confi guring De sktop Me ssaging 33 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Conf iguring N ovell Gr oupW ise This sectio n is an over view of how G roup Wise i s int egrat ed with Call Pilot .
34 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 5 In the Mailbox box, ent er the su bscriber’s mail box numbe r. 6 At Check for new messages (Auto m atica l ly/Man ually), if the subs criber use s ISDN or dialup, sel ect Manually .
Chapter 3 Installing and confi guring De sktop Me ssaging 35 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Configuring Lotus Notes Updating the Mail database In Lo tus No tes, the Mail datab ase d esign dete rmine s which mes sages a ppea r in th e Note s mes sage list.
36 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 4 On the File men u, click Database , and then click Replace Desi gn . The Replac e Datab ase Design d ialog box a ppears. 5 Select Tem plate Serv er . The Templat e Server wi ndow appe ars.
Chapter 3 Installing and confi guring De sktop Me ssaging 37 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Configuring Int ernet Mail clients CallPil ot Desk top Messa ging su p.
38 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 6 In the E-mail address box type the su bscr iber’s CallPi lot address in the form <SMTP/VPIM pref ix><mailbox numb er>@<local CallP ilot 100/ 150 sys tem>. For exampl e: 14165556003@voices erver.
Chapter 3 Installing and confi guring De sktop Me ssaging 39 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Configuring an LDAP directory service for Outlook Express or Outlook 1 Start Out look. 2 On the Tools menu , click Accounts .
40 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 Configuring special settings for Outlook Express or Outl o ok in Intern et Mail mode 1 Select the settings f or the type of Out look the subscri ber us es. • If the subscr iber uses Outlook Express: a On the Tools menu , click Options .
Chapter 3 Installing and confi guring De sktop Me ssaging 41 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Configuring Netscape Me ssenger 4.x If the subscr iber uses Netscape Messenger version 4.x as t heir Internet Mail cl ient, use these procedur es.
42 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 12 From When I delete a message , se lect Ma rk it as d elete d . 13 Select the Clean up (“Expung e”) Inbox on e xit check box. 14 Click th e OK button. You r eturn to the Ma il Serve rs scr een.
Chapter 3 Installing and confi guring De sktop Me ssaging 43 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Configuring an LDAP dir ectory serv ice for Nets cape Messenger 1 Start Ne tscape Messenge r. 2 On the Communicator menu, select Address Book .
44 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 Configuring Netscape Me ssenger 6.2 If the subscr iber uses Netscape Messenger version 6.2 as t heir Internet Mail cl ient, use these procedur es. If the subsc riber uses Nets cape Mess enger ver sion 4, r efer to “Configuri ng Netscap e Messenger 4.
Chapter 3 Installing and confi guring De sktop Me ssaging 45 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 12 Click th e Next butt on. The Account Name page appears. 13 T ype a name f or the CallPi lot mai lbox t o help th e subsc riber to ide ntify it in Net scape Ma il.
46 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 Conf igurin g Eudora Pro To change a ny part of this confi guration after it is complete, on t he Tool s menu click Options to display the configur atio n screen s. Configuring an IMAP account on Eudora Pro 1 Double click th e Eudora Pro icon.
Chapter 3 Installing and confi guring De sktop Me ssaging 47 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 12 Click th e Next button with out enter ing a location p refix . The New Account Wizard - Outgoing E-Mail Server screen appears.
48 Cha pter 3 In stalling and configuri ng Desktop Mess aging N0008714 02 Configuring an LDAP directory service for Eudora Pro 1 Start Eu dora Pr o. 2 On the Tools menu click Di recto ry Se rvice s . 3 From the Pr otocol s box, sele ct LD AP . 4 Click th e New Database button.
49 CallPi lot Desk top Messagi ng Inst allation and Maintenan ce Guid e Chapter 4 Troubl eshooti ng This chap ter is about: • Troubles hootin g during i nstallation • Troubles hootin g log on pro .
50 Cha pter 4 Troub leshooting N0008714 02 Microsoft Outlook de fault mail client You see t he error messa ge when you install Des ktop Mes saging: “Either Outlook is not the de fault mail clien t or the re is n o def ault ma il clie nt to f ulfil l the cu rren t requ est.
Chapter 4 Trouble shooting 51 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 4 From Update Call Pilot Ma il data bases , sele ct Add CallPi lot c omponents or R emove Call Pilot compo nents . 5 Click OK . 6 From the Se lect database(s) dialog b ox, select one or a group of mail fi les to upd ate.
52 Cha pter 4 Troub leshooting N0008714 02 Troubleshoo ting log o n problems Invalid cre dentials The subsc riber sees messa ges such as “Invalid crede ntials. P lease retry” or “The s erver coul d not be locat ed. Please Retry. ” 1 On the subs crib er’s comput er, che ck that Des ktop Messagi ng is configure d with the proper setti ngs.
Chapter 4 Trouble shooting 53 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Troubleshoo ting Outlook 2002 problem s These ar e is sues with how Desktop Mes saging works wit h Outlook 2002. These issu es sho uld be resolve d with a future Ou tlook s ervice r eleas e patch fr om Microsoft.
54 Cha pter 4 Troub leshooting N0008714 02 Troubleshoo ting Lotus No tes log on problem s When Desktop M essa ging i s instal led, Des ktop Messagi ng appears under Folders and View s.
Chapter 4 Trouble shooting 55 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide 6 Make s ure that : • the Inhe rit f uture des ign changes c heck box is selec t ed • Hid e form ulas a nd Lo tusScr ipt is n ot sel ected 7 Select CallPil ot Ma il (R5.
56 Cha pter 4 Troub leshooting N0008714 02 Troubleshoo ting after loggin g on The CallPilot address book i s empty Lotus Note s subscribers mus t log on t o CallPilot bef ore th ey can downlo ad the address boo k. 1 Make sure t hat your Add ress Book —People (Cal lPilot) window i s the a ctive win dow.
Chapter 4 Trouble shooting 57 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Messa ges remain in the subscriber’ s Outb o x On Microsof t Outlook, mess ages remain in the mai l client outbox ( not the Cal lPilot Mess age Store outbox).
58 Cha pter 4 Troub leshooting N0008714 02 • Ask th e subscri ber to check that their ma ilbox is not ful l. If the ir mailbox is f ull, they cannot send messa ges until some mess ages ar e delete d. • Ask th e subscri ber to check the format of the me ssage addr ess.
Chapter 4 Trouble shooting 59 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide "Unknown" appears in the Sender field In some mess ages, the subscr iber sees a name or pho ne number in the Sen der field. In other messages, the subscrib er sees “ Unknown.
60 Cha pter 4 Troub leshooting N0008714 02 Messa g es no longer on server The subsc riber receives the e rror messa ge: “This message c ould not be found o n the server. Messages mus t exi st on the s erver in order to be played via t he telep hone.
Chapter 4 Trouble shooting 61 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide A subscriber w ho forwar ds or replies to a v oice messa ge in Outlook Express recei ves non -deliver.
62 Cha pter 4 Troub leshooting N0008714 02 Accessing D esktop Messaging online Help Desktop Mess aging for Mic rosoft Outlook, No vell GroupW i se, an d Lotus Notes p r o vides standard Help. To access online Help From Micros oft Outloo k: • From your I nbox , on the Hel p menu, sele ct CallPi lot De sktop Me ssagi ng Help .
Chapter 4 Trouble shooting 63 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide Using Desktop Messaging Supp ort Tools Resetting the Cal lPilot message store for Microsoft Outlook This fea t ure i s avai lable on ly for subscrib ers who use Micr osoft Ou tlook.
64 Cha pter 4 Troub leshooting N0008714 02 Using CPTrace You can use CPTrace to collec t information a bout probl ems with one of the desktop clients that CallPil ot run s on. You save this information t o a log file th at you can analyze to determine the cause of the pr oblem.
Chapter 4 Trouble shooting 65 CallPilot D esktop M essagin g Installatio n and Mai ntenance G uide CP Trace settings The CPTrace settings are stored in the Windows regis try.
66 Cha pter 4 Troub leshooting N0008714 02.
CallPi lot Desk top Messagi ng Inst allation and Maintenan ce Guid e 67 Index A Accessing Help 62 C CallPilot Ad dress Book setting up in Outlook (Internet mail mode) 32 settin g up in Outlook Express.
68 Index N0008714 0 2 conf iguring 35 error message 50 M Message waiting ind icator 60 Micr osoft Outlook (Internet mail mode) 8 Outlook Express 8 Microsoft Outlook (Interne t mail mode) conf iguring .
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