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
.

Contents 11
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
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

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

Contents 13
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
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

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

15
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:
http://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 America, 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:
http://www.nortel.com/callus
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

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

17
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.
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

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

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
1Launch the web browser on a PC or on the CallPilot server.
2Type 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.
3Type the administration mailbox number and password.
The supplied administrator mailbox number is 000000. The default
password is 124578.
4Do one of the following:
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.

20 Chapter 2 CallPilot administration overview
•If connection information 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.
5Click Login.
Result: The main CallPilot Manager screen appears.
—End—
Nortel CallPilot
Administrator Guide
NN44200-601 01.11 Standard
5.0 9 November 2007
Copyright © 2007, Nortel Networks
.