Nortel Meridian Mail User manual

Nortel CallPilot
Meridian Mail to CallPilot
Migration Utility Guide
NN44200-502
.

Document status: Standard
Document version: 01.02
Document date: 17 April 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, 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 and QUALCOMM are trademarks of Qualcomm, Inc.
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, WINDOWS NT, and WINDOWS SERVER are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
INTEL is a trademark of Intel Corporation.
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, Inc.
RADISYS is a trademark of Radisys Corporation.
ROLM is a trademark of Siemens ROLM Communications Inc.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SONY is a trademark of Sony Corporation.
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
Publication History
April 2007
CallPilot 5.0, Standard 01.02 of the Meridian Mail to CallPilot Migration
Utility Guide is issued for general release.
February 2007
CallPilot 5.0, Standard 01.01 of the Meridian Mail to CallPilot Migration
Utility Guide is issued for general release.
February 2007
CallPilot 5.0, Standard 01.00 of the Meridian Mail to CallPilot Migration
Utility Guide is issued for general release.
July 2005
CallPilot 4.0, Standard 1.03 of the Meridian Mail to CallPilot Migration Utility
Guide is issued for general release.
July 2005
CallPilot 4.0, Standard 1.02 of the Meridian Mail to CallPilot Migration Utility
Guide is issued for general release.
July 2005
Standard 1.01 of the Meridian Mail to CallPilot Migration Utility Guide is
issued for general release.
July 2005
Standard 1.0 of the Meridian Mail to CallPilot Migration Utility Guide is
issued for general release.
June 2004
Standard 1.0 of the Meridian Mail to CallPilot Migration Utility Guide for
CallPilot 2.x is released for general availability. The document has been
radically changed, streamlined and updated.
Nortel CallPilot
Meridian Mail to CallPilot Migration Utility Guide
NN44200-502 01.02 Standard
5.0 17 April 2007
Copyright © 2007, Nortel Networks
.

6Publication History
November 2004
Standard 1.0 of the Meridian Mail to CallPilot Migration Utility Guide for
CallPilot 3.0 is released for general availability. Minor changes, resulted
from addressing CRs, have been made to the document
May 2003
Standard 1.0 is released for CallPilot 2.02 (2.01.27.05) to introduce new
procedures to migrate Symposium Voice Services (Appendix C) and to
introduce the new migrate.exe utility (CallPilot 2.x migrations only) which
eliminates the need to run the Application Builder Data Integrity and Repair
tool. Additionally, new recovery procedures are provided to resolve precheck
failures identified by the new migrate.exe utility (Chapter 5, Section C:
Correcting precheck inconsistencies).
October 2002
Standard 3.0 of the CallPilot 2.0 Meridian Mail to CallPilot Migration Utility
Guide is released for CallPilot 1.07 and CallPilot 2.0 general availability
January 2001
Standard 2.0 version of the Meridian Mail to CallPilot Migration Utility Guide
for CallPilot 1.07 is released.
April 2000
Standard 1.0 of the Meridian Mail to CallPilot Migration Utility Guide
(including addendum) for CallPilot 1.07 is released.
Nortel CallPilot
Meridian Mail to CallPilot Migration Utility Guide
NN44200-502 01.02 Standard
5.0 17 April 2007
Copyright © 2007, Nortel Networks
.

7
Contents
Chapter 1 How to get help 9
Chapter 2 Understanding the migration process 11
Overview 11
Migration task flow 13
Migration limitations 16
Reference documents 18
Chapter 3 Planning a Meridian Mail data collection 19
Meridian Mail releases and platforms that can be migrated 19
Data that can or cannot be migrated 20
Meridian Mail system size 22
Types of data collection 24
Time estimates 25
Collecting data in a single session 26
Collecting data in multiple sessions 27
Meridian Mail data collection check list 31
Chapter 4 Collecting Meridian Mail data 35
Installing the data collection utility 35
Soft keys 38
Launching the data collection utility 39
Collecting Meridian Mail data 41
Collecting Meridian Mail voice messages 47
Collecting Contact Center data 48
Reviewing the Meridian Mail migration log 53
Chapter 5 Migrating Meridian Mail data to CallPilot 55
Hardware, software, media, and networking requirements 55
Staging area 57
Stopping the migration 58
CallPilot migration check list 59
Migration sequence 60
Migrating a system with many voice segments or fax items 61
Migrating Meridian Mail data 61
Migrating Contact Center data 65
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Meridian Mail to CallPilot Migration Utility Guide
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Copyright © 2007, Nortel Networks
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8Contents
Reviewing the migration log and summary 70
Rerunning the migration 75
Using Application Builder to complete the migration of voice services 76
Chapter 6 Performing post-migration tasks 85
Disconnecting the tape drive 85
Verifying CallPilot system configuration 85
Verifying CallPilot network database 88
Replacing Meridian Mail with CallPilot 93
Running Meridian Mail and CallPilot at the same time 94
Chapter 7 Troubleshooting 107
Migration problems 107
Correcting precheck inconsistencies 108
Troubleshooting tools 114
Meridian Mail data collection error messages 115
CallPilot migration error messages 116
Appendix A Meridian Mail and CallPilot comparison 125
Overview 125
CallPilot system setup 127
Comparing switch and server configuration 130
Comparing call routing 136
Comparing networking solutions 140
Comparing Contact Center voice services 141
Comparing Meridian Mail and CallPilot terminology 143
Appendix B CallPilot migration command reference 147
Using the CallPilot migration utility 147
Index 152
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Copyright © 2007, Nortel Networks
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9
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
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10 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
Meridian Mail to CallPilot Migration Utility Guide
NN44200-502 01.02 Standard
5.0 17 April 2007
Copyright © 2007, Nortel Networks
.

11
Chapter 2
Understanding the migration process
In this chapter
"Overview" (page 11)
"Migration task flow" (page 13)
"Migration limitations" (page 16)
"Reference documents" (page 18)
Overview
About this guide
This guide provides guidelines and detailed information for the migration
of a Meridian Mail* system to a CallPilot system. You must have a good
knowledge of the Meridian Mail and CallPilot systems to be able to perform
a migration. For a comparison of Meridian Mail and CallPilot, refer to
Appendix "Meridian Mail and CallPilot comparison" (page 125).
Introduction to the migration process
A migration from Meridian Mail to CallPilot* consists of two major steps:
•collection of Meridian Mail data on tape
•transfer of the collected data from tape to CallPilot
The number of tapes necessary for a migration depends on the size of
the Meridian Mail system.
During a migration from Meridian Mail to CallPilot, both systems must be out
of service for a variable period of time. The length of this period depends on
the system size, data volume, and number of users that must be migrated.
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12 Chapter 2 Understanding the migration process
The Meridian Mail system still accepts calls and messages after the data
collection.
Note: To comply with the Restriction of Hazardous Substances (RoHS)
Directive 2002/95/EC, some of the part numbers now contain an E5 or
E6 suffix. For example, part number NTRH2014 is now NTRH2014E6.
The part numbers in this guide do not contain the suffix.
ATTENTION
If you are migrating to a T1/SMDI system, DNs presented over the SMDI must be
10 digits in length. Unlike Meridian Mail, CallPilot does not support the left pad
feature which allows for shorter DN lengths. For further information, see the
T1/SMDI and CallPilot Server Configuration guide (NN44200-303).
Meridian Mail data
Two types of Meridian Mail data can be migrated to CallPilot:
•system data
— user data (including voice greetings)
— system profiles
— networking data
— voice services—voice menus, voice services, and announcements
•message data—voice messages (Contact Center prompts are also
considered to be message data.)
The CallPilot migration utility allows you to migrate all the Meridian Mail
information to CallPilot or to perform a selective migration. In a selective
migration, you can migrate each of the following data sets individually:
•messages
•messages and Contact Center prompts
•Contact Center prompts only
•system data
— system and customer profiles
— networking data
— restriction/permission lists (RPL)
— classes of service (COS)
•users
•voice services (Application Builder applications on CallPilot)
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Copyright © 2007, Nortel Networks
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Migration task flow 13
— voice menus
— voice services
— announcements
Note: Meridian Mail Thru-Dial services cannot be migrated to
CallPilot.
•system distribution lists (SDL)
•personal distribution lists (PDL)
Migration rules
Follow these general migration rules to minimize system downtime:
•Perform the data collection during one or more off-hour periods.
•Perform the following after collecting Meridian Mail data on tape:
— freeze Meridian Mail configuration changes.
— freeze changes to users, RPLs, COSs, networking data, voice
menus, voice announcements, and any data that must be migrated.
— warn users to stop making changes to mailboxes.
Note: Changes made after collecting the Meridian Mail data
are not migrated to CallPilot.
•Verify that the data has been migrated to CallPilot.
•Perform the switchover to CallPilot so that CallPilot accepts calls and
new messages, and inform users that they must check the CallPilot
mailboxes for messages. Before switching the service to CallPilot, take
into consideration the following issues:
— After the switchover, Meridian Mail no longer answers calls and
takes new messages.
— The messages stored on the Meridian Mail system are available only
after the completion of the migration to CallPilot.
— Users can retrieve messages from Meridian Mail if you run both
systems in parallel for a limited time.
Migration task flow
The following table summarizes the migration task flow:
Step Task Check
1Ensure that you have the most recent version of the
Meridian Mail to CallPilot migration tape.
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14 Chapter 2 Understanding the migration process
Step Task Check
2Complete the Meridian Mail preparation checklist.
3Courtesy down the Meridian Mail system.
CAUTION
Risk of reduced system
performance
Do not run the data collection utility
while the Meridian Mail system is
online.
4Install the data collection utility from tape on Meridian
Mail and then restart the Meridian Mail system.
5Determine the data collection method: full data
collection or selective data collection.
6Launch the data collection utility.
7Collect Meridian Mail system data on one or more
tapes.
8Collect Meridian Mail voice messages, as well as
Contact Center voice prompts and voice segments, on
one or more tapes.
9Review the Meridian Mail data collection log to find any
data collection errors.
10 Install an external tape drive and the tape drive driver
on the CallPilot server (if necessary).
Note: The CallPilot tower and rackmount servers are
supplied with an internal tape drive installed.
11 Complete the CallPilot migration preparation checklist.
12 Transfer the Meridian Mail data to CallPilot.
13 Transfer the voice messages and the Contact Center
voice prompts and segments to CallPilot.
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Migration task flow 15
Step Task Check
14 Review the following logs on the CallPilot system:
•migration transaction log (located in the
\nortel\MPCX\Migration folder)
•event log (view the event log by using the CallPilot
Event Browser or the Windows Server 2003 Event
Viewer)
If the logs indicate that data was not migrated:
•add the missing information to CallPilot manually
or
•fix the problem on Meridian Mail and perform the
migration again
Use the method that is easiest for you.
15 If you create test messages on Meridian Mail, verify
that they successfully migrate. Log in to the mailbox
and review the messages.
16 Validate the migrated data and perform additional
tasks, as required, to make the CallPilot configuration
consistent with the Meridian Mail configuration.
Note: Some information is not migrated. Other
information is changed to default values.
17 Create the voice service applications in CallPilot
Application Builder.
18 Make the required configuration changes on the
Contact Center, if you migrate Contact Center prompts
to CallPilot.
19 Ensure that CallPilot and, if applicable, Contact Center
operate as expected.
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16 Chapter 2 Understanding the migration process
Step Task Check
20 Disconnect the external tape drive from the CallPilot
server if you installed a tape drive in Step 10.
21 IfyouuseCallPilotwith a Meridian1orCommunications
Server 1000 (formerly known as CS 1000) switch, you
must replace the MGate card in the switch with an
NTRB18CA MGate card.
22 Put CallPilot into operation.
23 Re-enable event throttling if you disabled it while
performing the tasks in the CallPilot migration utility
check list.
Migration limitations
System limitations
Consider the following limitations before starting a migration:
•You cannot cancel the creation of a Meridian Mail data collection tape.
•You can perform a selective migration only for the following reasons:
— The Meridian Mail system to be migrated has more than 7000 users.
— The Meridian Mail system is an MSM.
— The customer requested a selective migration.
•Ensure that the CallPilot system is operational before performing the
migration. The migration utility does not verify the CallPilot system
sanity and hardware/software configuration.
Contact Center prompt migration limitations
File names
When Contact Center prompts are migrated to CallPilot, the CallPilot
migration utility creates an Application Builder application for each prompt
file. The name assigned to the application is the Meridian Mail prompt file
name.
If Contact Center prompts exist in more than one mailbox on Meridian Mail,
the data collection utility appends the mailbox number to the file name. In
this case, you must do one of the following:
•Use Application Builder to rename the application in CallPilot.
•Update the script if the file name is hard-coded, or upgrade the variable
if the voice segment is specified in a variable on the Contact Center.
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Migration limitations 17
If the prompt file name and mailbox combinations result in file names that
are not unique, the Meridian Mail data collection utility does not collect the
prompts in the files with duplicate names.
Segment titles and descriptions
The CallPilot Application Builder segment titles and descriptions are shorter
than the Meridian Mail segment titles and descriptions. When an application
is created during the migration, the following changes occur:
•segment titles are truncated to 30 characters (from a maximum of 56).
•segment descriptions and scripts are truncated to 255 characters (from
a maximum of 2048).
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18 Chapter 2 Understanding the migration process
Reference documents
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19
Chapter 3
Planning a Meridian Mail data collection
In this chapter
"Meridian Mail releases and platforms that can be migrated" (page 19)
"Data that can or cannot be migrated" (page 20)
"Meridian Mail system size" (page 22)
"Types of data collection" (page 24)
"Time estimates" (page 25)
"Collecting data in a single session" (page 26)
"Collecting data in multiple sessions" (page 27)
"Meridian Mail data collection check list" (page 31)
Meridian Mail releases and platforms that can be migrated
You can migrate data from Meridian Mail systems running Release 11 and
later to CallPilot.
To migrate data from Meridian Mail systems running releases 8, 9, and 10,
you must upgrade the systems to Meridian Mail Release 11 or later before
performing the migration to CallPilot. For information on comprehensive
upgrades, refer to the most recent release of the Meridian Mail System
Installation and Modification Guide.
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20 Chapter 3 Planning a Meridian Mail data collection
The following table summarizes the Meridian Mail platforms and releases
that can be migrated to CallPilot.
Meridian Mail releasesMeridian Mail platform
11 12 13 13.14
Card Option Yes Yes No Yes
Enhanced card option No Yes Yes Yes
Option EC 11 Yes Yes Yes Yes
Compact Option Yes Yes Yes Yes
Modular Option Yes Yes Yes Yes
Modular Option EC Yes Yes Yes Yes
Modular Option GP Yes Yes Yes Yes
MSM Yes Yes N/A N/A
Data that can or cannot be migrated
The following table details the system data that can and cannot be migrated
from Meridian Mail to CallPilot.
System data
Can be migrated Cannot be migrated
•system and customer profiles
•system name and greetings
•restriction/permission lists
•networking data
•classes of service (COS)
•messaging settings
•language structure conversion
•Hacker Monitor/Alarm Monitor
•SEER remap data
•hospitality
•backup schedules
•voice forms
•voice menu structure (voice link information)
•VMUIF systems
•family submailboxes
•VSDN table and any other voice service
information
Note 1: CallPilot currently supports only one customer. Mailboxes with the same numbers that exist
in different customer groups are not migrated.
Note 2: CallPilot does not support the remote notification COS feature.
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