Nortel CallPilot Service manual

Nortel CallPilot
Administrator Guide
NN44200-601
.

Document status: Standard
Document version: 01.11
Document date: 9 November 2007
Copyright © 2007, Nortel Networks
All Rights Reserved.
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 Corporation.
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
Copyright © 2007, Nortel Networks
.

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
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

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
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

8
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

9
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
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

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
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.