Cycos Cycos ERGO mrs 5.0 User manual

MRS and Exchange 2000
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Copyright  1992-2002 CYCOS AG
Joseph-von-Fraunhofer-Str. 7, D–52477 Alsdorf
Tel.: [phone]
Fax: [phone]
020523
The range of functions described in this documentation were accurate at the time of this manuals printing. The manufac-
turer reserves the right to make technical and functional changes as well as extensions and reductions without prior no-
tification. No liability is assumed for any discrepancies contained within this manual.
Protocols pertaining to devices connected to the system are based on norms or extensions as required by marketing de-
mands. Individual manufacturer protocols have been tested, but no liability is assumed for error free performance in the
variouspossible system configurations.Furthermore,manufacturers protocols are subject tochange without notice. Like-
wise, possible subsequent licensing conflicts could occur in regards to support of these protocols. For this reason, even
if depicted in this documentation, manufacturer specific protocols can only be offered after agreementwith the individual
customer.
The information contained within this documentation is continuously being further developed and improved, and is sub-
jectto change without prior notice. No partof this documentation may be reproduced in any form, by any means without
the prior written permission of CYCOS AG, Alsdorf, Germany.
mrs, CY-FAX, CY-CALL and CY-COS are registered trademarks of Cycos AG.
All other company names, brand names and product names are the property and/or trademarks of their respective com-
panies.
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MRS and Exchange 2000
Table of Contents
5
Table of Contents
1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.1 Exchange 2000 Access Protocol Layer (E2k APL). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1.2 Exchange True Unified Messaging APL (ExUm APL) . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.3 LDAP APL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.4 Advanced Unified Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
1.5 MRS-Exchange Gateway Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.6 Addressing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
1.6.1 Addressing from MRS to Exchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
1.6.2 Addressing from Exchange to MRS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2 Microsoft Exchange 2000 Gateway (Exch APL) Installation. . . . . . . . . . . . . . . . . 17
2.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
2.2 Basic Installation Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2.3 Generals on the E2k APL and ExUM APL Installation . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2.4 Software Installation of the LDAP APL and the Exchange Connectors . . . . . . . . . . . . . 21
2.4.1 Installation Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
2.4.1.1 General Setup Operating Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
2.4.2 LADP APL Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
2.4.3 Exchange 2000 Gateway Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2.4.4 Installation of the MS Exchange True Unified Messaging Connector (ExUM APL). 29
2.4.5 Error Analysis During the Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
2.4.6 Adding an Active Directory Address Type Object . . . . . . . . . . . . . . . . . . . . . . . . . . 33
2.4.7 Adding the MRS Address Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
2.5 The “MRS MMC Exchange SnapIns” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2.5.1 “MRS MMC Exchange SnapIns” Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
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3 Outlook/Exchange Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
3.1 Outlook Extensions Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
3.2 MRS Message Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43
CTI Message Classes:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Data Message Classes: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Administration Message Classes: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
3.2.1 Requirements for the Installation of the new Message Icons. . . . . . . . . . . . . . . . . .45
3.2.1.1 Generating the Organization Forms Folder. . . . . . . . . . . . . . . . . . . . . . . . . . . .46
3.2.1.2 Starting the Installation Routine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
3.2.1.3 User Defined Installation by Editing the ExtInst.ini . . . . . . . . . . . . . . . . . . . . . .53
3.2.1.4 Subsequent Icon Forms Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
3.2.1.5 Deinstalling Message Icons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
3.2.2 Outlook Message Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
3.2.2.1 Generals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
3.2.2.2 Installation of the Client/Server Version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
3.2.2.3 Starting the Installation Routine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
3.2.2.4 Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
3.2.2.5 User Defined Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
3.2.2.6 Subsequent Message Forms Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
3.2.3 Unattended Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
3.2.3.1 Requirements and Remarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
3.2.3.2 Starting the Client Attended Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
3.2.3.3 User Defined Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
3.3 Fax Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
3.3.1 General Remarks on the Fax Extension Installation . . . . . . . . . . . . . . . . . . . . . . . .66
3.3.2 Fax Extension Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
3.4 CTI Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
3.4.1 General Remarks on the CTI Extension Installation. . . . . . . . . . . . . . . . . . . . . . . . .69
3.4.2 Installing the CTI Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
3.5 CTI Extension Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
3.5.1 Voice/CTI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Dialer Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .74
Voice Message Playback and Call Initiation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75
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3.5.2 Advanced Settings for CTI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
3.5.2.1 General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
3.5.2.2 Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
3.5.2.3 Journal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
3.5.2.4 Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
3.6 Deinstalling Outlook Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
4 LDAP APL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.1 Generals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.1.1 Active Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.1.2 LDAP (Lightweight Directory Access Protocol) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.1.2.1 LDAP and Interoperability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
4.1.3 Active Directory and Exchange 2000 Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
4.1.4 Active Directory and MRS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
4.2 LDAP APL Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.2.1 Installation via MRS Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.2.2 Manual Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
4.3 LDAP Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85
4.3.1 The “Login”Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
4.3.2 The “Search”Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
4.3.3 The “Attributes”Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Extending MRS Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
4.3.4 The “Expert”Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
4.4 Monitoring the LDAP APL Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
4.5 LDAP APL Deinstallation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
5 Exchange Gateway Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.1 General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
5.2 Exchange User Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
5.2.1 MRS Settings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
MRS Replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
CTI Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
MRS User Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
5.2.2 Inbound Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
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5.3 Exchange Connector Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
5.3.1 “Options”Tab Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
Address Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
Postmaster Account. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
Display Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
Message Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Inbound Routing Recipient Container . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
CTI Standard…. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Advanced . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
5.3.2 Configurations in the “Inbox Settings”Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
5.4 Migration from Exchange 5.5 to Exchange 2000. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
5.5 Exchange Maintenance Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
6 Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
6.1 MRS Service Provider (MSP) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .135
6.1.1 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .135
User Profile. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
Editing a Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .137
Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
6.2 MRS Service Provider and TCP/IP APL on one Computer. . . . . . . . . . . . . . . . . . . . . .139
6.3 Complete Directory of Registry Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140
6.3.1 HKLM\SOFTWARE\PP-COM\.... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140
6.3.2 HKLM\SOFTWARE\Cycos AG \OutlookExtensions . . . . . . . . . . . . . . . . . . . . . . . .151
6.3.3 HKLM\SOFTWARE\MICROSOFT\OFFICE\OUTLOOK\ADDINS. . . . . . . . . . . . . .152
6.3.4 HKLM\SOFTWARE\MICROSOFT\Exchange\Client\MRSCtiExt . . . . . . . . . . . . . .153
6.3.5 HKLM\SYSTEM\CURRENT.... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153
Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
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MRS and Exchange 2000
Introduction
9
1Introduction
To use the extended MRS Server message functions (fax, SMS, CTI etc.) under
Windows 2000 (Win2k) in Exchange 2000 Server environments, various additional
components, depending on the desired messaging application, are required. Thus both
systems are coupled via a gateway (E2k APL, Exchange 2000 Access Protocol Layer),
specially adjusted to the above system scenario. It provides the functions required for
“Store and Forward”operation. User data replication occurs via the LDAP APL, man-
datory for the cooperation with Exchange 2000 (because of the central user adminis-
tration via Active Directory). True Unified Messaging requires an additional connec-
tor, the ExUM APL, which, as transaction interface, enables direct access to the Ex-
change server´s data store. In this way, e-mails sent in Exchange can be directly
retrieved via a telephone interface without replication to the MRS Server
Function, installation and configuration of these components (E2K APL, LDAP APL
and ExUM APL) is the subject of this manual.
Please note: The introduction of MRS 5.0 changes the installation and access concept
for the Exchange APLs with new installations. From now on, Exchange APLs will al-
ways be installed on the computer where the MRS Server runs and, similar to Lotus
Notes, access the Exchange Server as mail client. The thus improved connection of the
MRS Server to the Exchange APLs increases stability as disruptions in the network re-
main without influence. Furthermore, installation and maintenance access are simpli-
fied.
From the MRS Kernel´s point of view, APLs ((Access Protocol Layer) provide proto-
cols for sending documents to Exchange users and transmitting address information.
Thus all additional MRS Server services are available to Exchange users (for example:
fax, SMS, CTI etc.).
1.1 Exchange 2000 Access Protocol Layer (E2k APL)
The new E2k APL has been specially conceived for Exchange 2000 Server and is rad-
ically different from the one required for Exchange Server 5.5 (because of the user ad-
ministration via the Windows 2000 Active Directory service introduced with Ex-
change 2000). Here the Exch APL is nothing but a software connector via which data
can be interchanged. The installation place is always freely selectable. This means that
you can either install the gateway on the MRS Server computer (recommended with
new installations) or on the computer where Exchange 2000 Server is operated (only
intended for update installations).
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MRS and Exchange 2000
Exchange True Unified Messaging APL (ExUm APL)
10
1.2 Exchange True Unified Messaging APL (ExUm APL)
True Unified Messaging enables direct access to the MS Exchange Server message
store. Thereby the required message can be directly forwarded to the telephone inter-
face from the Exchange data store via the MRS Server without replication to the MRS
Server so that messages need not be kept twice. The necessary query is realized by
transactions. Prerequisite is of course that the corresponding script is able to initiate
this TUM query, which applies to e.g. the ERGO and PhoneMail script by Siemens.
True Unified Messaging is realized via the ExUm APL connector. It is an add-on com-
ponent that must be installed additionally to the standard E2k APL if True Unified
Messaging is to be used.
1.3 LDAP APL
The LDAP APL is additionally required for address administration. It makes sure that
address data relevant to MRS and centrally maintenanced via the Windows 2000 Ac-
tive Directory can be replicated in both directions.
When the E2k APL is selected in Setup, the LDAP APL is automatically selected as
well and thus immediately integrated in the Setup process.
The LDAP APL is also installed on the MRS Server because of the then minimized
network data traffic.
A possibly required LDAP APL reinstallation for other directory services is also per-
formed via the user defined MRS Server Setup by solely selecting this component for
installation.
1.4 Advanced Unified Messaging
First we want to give a short description of what Advanced Unified Messaging actu-
ally is and in which evolutionary steps the MRS Server provides different functions
here so that you basically understand the various configuration options.
Unified Messaging means that you can access all messages via a uniform journal, no
matter which service delivers them. Thus for example viewing resp. playing fax, voice
messages or e-mails from within Microsoft Outlook. Of course Unified Messaging is
possible with the “Communications”MRS client, via telephone by means of modern
interactive voice response applications such as ERGO, via Microsoft Exchange, Lotus
Notes or SAP R/3 connections on the respective foreign systems.
The supplementation of Unified Messaging by the CTI functions that on the one hand
generate journal information on everything happening with the individual telephone
(for example missed calls due to the absence of the callee or failed calling attempts
Exchange2000.book Seite 10 Donnerstag, 23. Mai 2002 12:57 12