Nortel Meridian Mail User manual

Meridian Mail Reporter 2.0
User’s Guide
Product release: 2.0
Document version: Standard 2.0
Date: October 1996
© 1996 Northern Telecom
All rights reserved
Printed in the United States of America
Information is subject to change without notice. Northern Telecom reserves the right to make
changes in design or components as progress in engineering and manufacturing may warrant.
AdminPlus, Nortel, Meridian Mail, Meridian Mail Reporter, ACCESS, and Meridian-1 are
trademarks of Northern Telecom. ThinkJet is a trademark of Hewlett-Packard. Microsoft Access,
Microsoft Windows, Microsoft Windows 3.1, Windows 3.11, Windows for Workgroups 3.11,
Windows NT, Microsoft Windows Terminal, and MS-DOS are trademarks ofMicrosoft Corporation.
Racal-Datacom is a trademark of Racal Data Communications Incorporated. OS/2 is a trademark
of International Business Machines Incorporated. Hayes Optima 144 is a trademark of Hayes
Microcomputer Products, Incorporated. pcANYWHERE is a trademark of Dynamic Microprocessor
Associates. RoboHELP is a trademark of Blue Sky Software Corporation.

Chapter 1 - Introducing MMR
Table of Contents
Introducing MMR................................................................................... 1-1
Overview ....................................................................................................1-1
Components of Meridian Mail Reporter .....................................................1-2
MMR Setup ........................................................................................1-2
MMR Communications .......................................................................1-2
MMR Reports .....................................................................................1-3
Benefits of Using Meridian Mail Reporter ..................................................1-4
Security ..............................................................................................1-4
Convenience ......................................................................................1-4
Flexibility ............................................................................................1-4
Centralization .....................................................................................1-5
Visual Information ..............................................................................1-5
Ability to Bill Service Usage ...............................................................1-6
Historical information .........................................................................1-6

Chapter 2 - Getting Started
Table of Contents
Getting Started...................................................................................... 2-1
Introduction ................................................................................................2-1
Background Information .............................................................................2-1
MMR Configuration ....................................................................................2-2
MMR Hardware and Software Requirements ............................................2-4
Hardware ...........................................................................................2-4
Optional Hardware .............................................................................2-5
Software .............................................................................................2-5
Virtual Memory Settings for Windows 3.1 ..................................2-7
Windows 3.1 Protection and Multitasking ..................................2-7
Windows 95 and Windows NT Protection ..................................2-8
MMR Package Contents ............................................................................2-8
Setting up Meridian Mail ............................................................................2-9
Overview of Converting to Meridian Mail Release 10 ........................2-9
Overview of Converting to Meridian Mail Release 11 ......................2-10
Procedures for Converting to Meridian Mail Release 10 or 11 ........2-10
Cabling Information ..........................................................................2-13

Chapter 3 - Installing MMR
Table of Contents
Installing MMR....................................................................................... 3-1
Introduction................................................................................................ 3-1
Before Installation...................................................................................... 3-1
Installation Disks................................................................................ 3-1
Online Instructions ............................................................................. 3-2
MMR Setup........................................................................................ 3-2
Configuration Options........................................................................ 3-2
Installation Checklist .......................................................................... 3-3
Installing the Software................................................................................ 3-4
After Installation....................................................................................... 3-19
Changing Your Password ................................................................ 3-19
When to Use the Three MMR Programs.......................................... 3-22
MMR Setup .............................................................................. 3-22
MMR Communications............................................................. 3-23
MMR Reports ...........................................................................3-23

Chapter 4 - Using MMR and its Online Help
Table of Contents
Using MMR and its Online Help........................................................... 4-1
Introduction................................................................................................ 4-1
Using MMR................................................................................................ 4-1
Installation Disk Setup ....................................................................... 4-2
MMR Setup........................................................................................ 4-2
MMR Communications....................................................................... 4-3
Download Process ..................................................................... 4-3
Download Schedules ................................................................. 4-5
Critical Errors ............................................................................. 4-6
Log File ...................................................................................... 4-7
MMR Reports..................................................................................... 4-8
Reports, Alerts, and Palettes ..................................................... 4-8
Reporting Interval....................................................................... 4-9
Print Preview............................................................................ 4-11
Triggered Alerts........................................................................ 4-16
Customization .......................................................................... 4-17
Backup..................................................................................... 4-36
Other Functions of MMR Reports ............................................ 4-36
MMR Loader .................................................................................... 4-37
MMR Upgrade.................................................................................. 4-38
Guidelines for Operating MMR ........................................................ 4-39
All programs............................................................................. 4-39
MMR Setup .............................................................................. 4-39
MMR Communications............................................................. 4-39
MMR Reports........................................................................... 4-39
Using Online Help.................................................................................... 4-41
Why MMR Help is helpful................................................................. 4-41
Before you begin.............................................................................. 4-42
Using Windows 95 Help................................................................... 4-42
How MMR Help is structured ................................................... 4-42
How you access MMR Help..................................................... 4-42
Using Windows 3.1 Help.................................................................. 4-44
How MMR Help is structured ................................................... 4-45
How you access MMR Help..................................................... 4-47
How you find MMR Help's information..................................... 4-48
How you find procedural information........................................ 4-49

How you find referential information......................................... 4-50
How you navigate through MMR Help's information................ 4-52
Tutorial..................................................................................... 4-53

Chapter 5 - Alerts
Table of Contents
Alerts...................................................................................................... 5-1
Overview.................................................................................................... 5-1
SEER Alert................................................................................................. 5-2
Critical SEERs Alert........................................................................... 5-2
Displayed Report Fields............................................................. 5-2
Analysis and Corrective Actions................................................. 5-3
Application Alerts....................................................................................... 5-3
Failed Outcalls Alert........................................................................... 5-3
Displayed Report Fields............................................................. 5-3
Analysis and Corrective Actions................................................. 5-4
Remote Notification Target Problem Alert ......................................... 5-4
Displayed Report Fields............................................................. 5-5
Analysis and Corrective Actions................................................. 5-5
Failed Networking Sessions Alert ...................................................... 5-6
Displayed Report Fields............................................................. 5-6
Analysis and Corrective Actions................................................. 5-7
Failed Fax Delivery Alert.................................................................... 5-7
Displayed Report Fields............................................................. 5-8
Analysis and Corrective Actions................................................. 5-8
Security Alerts............................................................................................ 5-8
Excessive After-Hour Logons Alert.................................................... 5-8
Displayed Report Fields............................................................. 5-9
Analysis and Corrective Actions............................................... 5-11
Excessive Thru-Dialer Access Alert................................................. 5-12
Displayed Report Fields........................................................... 5-12
Analysis and Corrective Actions............................................... 5-12
Excessive Failed Logons Alert .........................................................5-13
Displayed Report Fields ...........................................................5-14
Analysis and Corrective Actions ...............................................5-14
Excessive Incomplete Voice Mail Accesses Alert ............................5-14
Displayed Report Fields ...........................................................5-15
Analysis and Corrective Actions ...............................................5-15

Chapter 6 - System Status Reports
Table of Contents
System Status Reports......................................................................... 6-1
Overview.................................................................................................... 6-1
SEER Query Report........................................................................... 6-1
Report Filters.............................................................................. 6-1
Displayed Report Fields............................................................. 6-2
Analysis and Corrective Actions................................................. 6-2
Channel Problem Identification Report...............................................6-2
Report Filters ..............................................................................6-3
Displayed Report Fields .............................................................6-3
Analysis and Corrective Actions .................................................6-4
Disk Usage Monitor Report ................................................................6-5
Displayed Report Fields .............................................................6-6
Analysis and Corrective Actions .................................................6-6

Chapter 7 - Traffic Reports
Table of Contents
Traffic Reports....................................................................................... 7-1
Overview.................................................................................................... 7-1
System Traffic Summary Report........................................................ 7-1
Report Filters.............................................................................. 7-2
Displayed Report Fields............................................................. 7-5
Analysis and Corrective Actions................................................. 7-6
Meridian Mail Productivity Report ...................................................... 7-8
Displayed Report Fields............................................................. 7-8
Analysis and Corrective Actions............................................... 7-10

Chapter 8 - Voice Mail Reports
Table of Contents
Voice Mail Reports................................................................................ 8-1
Overview.................................................................................................... 8-1
Voice Messaging Activity Report ....................................................... 8-2
Report Filter ............................................................................... 8-2
Displayed Report Fields............................................................. 8-2
Analysis and Corrective Actions................................................. 8-3
Mailbox Counts Report ...................................................................... 8-4
Displayed Report Fields (Class of Service)................................ 8-4
Displayed Report Fields (Department)....................................... 8-5
Displayed Report Fields (NMS Location ID) .............................. 8-5
Displayed Report Fields (Customer Number)............................ 8-6
Analysis and Corrective Actions................................................. 8-6
Messaging Usage Report .................................................................. 8-7
Report Filters.............................................................................. 8-7
Displayed Report Fields............................................................. 8-7
Analysis and Corrective Actions................................................. 8-8
Call Answering/User Responsiveness Report ................................... 8-9
Report Filters.............................................................................. 8-9
Displayed Report Fields............................................................. 8-9
Analysis and Corrective Actions............................................... 8-10
Mailbox Session Analysis Report..................................................... 8-11
Report Filters............................................................................ 8-12
Displayed Report Fields........................................................... 8-12
Analysis and Corrective Actions................................................8-13
Inactive User Report ........................................................................ 8-13
Report Filter ............................................................................. 8-14
Displayed Report Fields........................................................... 8-14
Analysis and Corrective Action ................................................ 8-15
Top Users of Storage Report........................................................... 8-15
Report Filters............................................................................ 8-16
Displayed Report Fields........................................................... 8-16
Analysis and Corrective Actions............................................... 8-16
Users Exceeding COS Storage Limit Report................................... 8-17
Report Filters............................................................................ 8-17
Displayed Report Fields........................................................... 8-17
Analysis and Corrective Actions............................................... 8-18

User Directory Report...................................................................... 8-18
Report Filters............................................................................ 8-19
Displayed Report Fields........................................................... 8-19
Analysis and Corrective Actions............................................... 8-19
Class of Service Report ................................................................... 8-20
Report Filter ............................................................................. 8-20
Displayed Report Fields........................................................... 8-20
Report Filter ............................................................................. 8-21
Displayed Report Fields........................................................... 8-21
Analysis and Corrective Actions............................................... 8-22

Chapter 9- Networking Reports
Table of Contents
Networking Reports.............................................................................. 9-1
Overview.................................................................................................... 9-1
Network Activity Report...................................................................... 9-1
Report Filters.............................................................................. 9-2
Displayed Report Fields............................................................. 9-2
Analysis and Corrective Actions................................................. 9-3
AMIS Open Networking Activity Report ............................................. 9-4
Report Filters.............................................................................. 9-5
Displayed Report Fields............................................................. 9-5
Analysis and Corrective Actions................................................. 9-6

Chapter 10 - Outcalling Reports
Table of Contents
Outcalling Reports.............................................................................. 10-1
Overview.................................................................................................. 10-1
Outcalling Activity Report .................................................................10-1
Report Filters............................................................................ 10-2
Displayed Report Fields........................................................... 10-2
Analysis and Corrective Actions............................................... 10-2
Outcalling Audit Trail Summary Report............................................ 10-3
Report Filters............................................................................ 10-3
Displayed Report Fields........................................................... 10-3
Analysis and Corrective Actions............................................... 10-6
Outcalling Audit Trail Detail Report.................................................. 10-6
Report Filters............................................................................ 10-6
Displayed Report Fields........................................................... 10-7
Analysis and Corrective Actions............................................. 10-12

Chapter 11 - Multimedia Application Reports
Table of Contents
Multimedia Applications Reports...................................................... 11-1
Overview.................................................................................................. 11-1
Multimedia Application Caller Analysis Report................................. 11-1
Report Filters............................................................................ 11-2
Displayed Report Fields........................................................... 11-2
Analysis and Corrective Actions............................................... 11-3
Fax Deliveries Activity Report.......................................................... 11-5
Report Filters............................................................................ 11-5
Displayed Report Fields........................................................... 11-5
Graph ....................................................................................... 11-7
Analysis and Corrective Actions............................................... 11-7
Fax Audit Trail Summary Report...................................................... 11-9
Report Filters............................................................................ 11-9
Displayed Report Fields........................................................... 11-9
Analysis and Corrective Actions............................................. 11-10
Fax Audit Trail Detail Report.......................................................... 11-11
Report Filters.......................................................................... 11-11
Displayed Report Fields......................................................... 11-11
Analysis and Corrective Actions............................................. 11-14

Chapter 12 - Bill-Back Files
Table of Contents
Bill-Back Files...................................................................................... 12-1
Overview.................................................................................................. 12-1
800 Access Bill-Back File................................................................. 12-1
Report Filters............................................................................ 12-2
Displayed Report Fields........................................................... 12-2
Analysis and Corrective Actions............................................... 12-3
Voice Mail Usage Bill-Back File ....................................................... 12-3
Report Filters............................................................................ 12-3
Displayed Report Fields........................................................... 12-3
Analysis and Corrective Actions............................................... 12-4
Outcalling Bill-Back File ................................................................... 12-5
Report Filters............................................................................ 12-5
Displayed Report Fields........................................................... 12-5
Analysis and Corrective Actions............................................... 12-6
Networking Usage Bill-Back File...................................................... 12-6
Report Filters............................................................................ 12-6
Displayed Report Fields........................................................... 12-7
Analysis and Corrective Actions................................................12-7
Faxback Outcalls Bill-Back File........................................................ 12-8
Report Filters............................................................................ 12-8
Displayed Report Fields........................................................... 12-8
Analysis and Corrective Action ................................................ 12-9

Chapter 13 - Troubleshooting
Table of Contents
Troubleshooting.................................................................................. 13-1
Overview.................................................................................................. 13-1
Using the MMR Disks .............................................................................. 13-1
Recovering from Mishaps and Errors ...................................................... 13-3
To recover from a missed download................................................ 13-3
To recover from a time-out during file transfer................................. 13-4
To merge files into the database if an error occurs
after file transfer............................................................................... 13-4
To fix a corrupted database............................................................. 13-5
To stop interference from another newly installed program............. 13-7
To recover from hard disk problems or a virus................................. 13-8
Error Messages During Installation.......................................................... 13-9
Error Messages After Installation........................................................... 13-10
Critical Errors......................................................................................... 13-16
To troubleshoot a critical error....................................................... 13-16
Critical Error Messages.................................................................. 13-16
Fatal Error Messages............................................................................. 13-45

Appendix A - Modem and Cable Specifications
Table of Contents
Modem and Cable Specifications........................................................A-1
Modems and Modem Settings.................................................................. A-1
Defining Modem Settings in MMR Setup.......................................... A-1
Change Settings for Modems Connected to the MMR PC................ A-3
Change Settings for Modems Connected to Meridian Mail............... A-6
Cable Requirements................................................................................. A-9

1 - 1
Chapter 1: Introducing MMR
Overview
Meridian Mail Reporter (MMR) is a PC software package developed to run under
Microsoft Windows 3.1, Microsoft Windows NT, or Windows 95. MMR enables a
Meridian Mail administrator to produce and print both summary and detailed
reports for use in managing Meridian Mail systems. MMR uses periodic downloads
of Operational Measurements (OM) Þles received from one or more Meridian Mail
systems, and incorporates this information into a Microsoft Windows-based
relational database on the PC.
Figure 1-1
Meridian Mail Reporter System
The administrator can easily produce and print the following information:
¥ Alert reports that notify you of critical problems that require immediate attention
¥ System Status reports used for troubleshooting hardware or software conÞguration
problems, as well as providing capacity analysis information useful for
balancing your system
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Meridian Mail Meridian Mail Reporter PC Printer

Meridian Mail Reporter 2.0 UserÕs Guide
1 - 2
¥ TrafÞc reports that provide information regarding busy hours for all, or individual,
services
¥ Voice Mail reports that are used to analyze trends and usage of the messaging
application of Meridian Mail
¥ User Information reports used to provide a directory of users and classes of service
(COS)
¥ Networking reports used for analyzing network usage and for providing indicators
of potential networking problems
¥ Outcalling reports used to analyze outcalling activity and for providing indicators
of potential outcalling problems
¥ Multimedia Application Caller Analysis and Fax Delivery reports used for
analyzing service activity for voice menus, announcements, and fax on demand
¥ Bill-Back Þles used for billing system usage back to the appropriate users and
departments
Components of Meridian Mail Reporter
Meridian Mail Reporter consists of three main components: Setup,
Communications, and Reports.
MMR Setup
MMR Setup is used for installing and conÞguring the MMR system on your
computer. MMR Setup is invoked from the installation diskettes when you are
doing a new installation or an upgrade (for example, from single site to multisite).
After installing MMR, you can use the MMR Setup program to add, delete, or
change your systemÕs site information. The MMR Setup installation process is
discussed in detail in Chapter 3, ÒInstalling MMR.Ó
MMR Communications
MMR Communications is a stand-alone program that provides the interface
between the Meridian Mail system and your computer. Once MMR is installed, this
program starts automatically whenever Windows is started. MMR Communications
runs in the background where it starts downloads according to the download
schedule, activates MMR Reports to merge the download data, checks

Introducing MMR
1 - 3
alerts, and prints reports. Also, MMR Communications provides system monitoring
capabilities such as displaying link status and recording all link activity in log Þles.
Note : MMR Communications must always be active or automatic downloads and
scheduled reports will fail to occur.
MMR Reports
MMR Reports allows you to view and manage alerts and reports. Both alerts and
reports analyze performance metrics on the systemÕs hardware, application, and
security. However, alerts and reports are distinct: alerts have thresholds and reports
have Þlters. Due to their thresholds, alerts indicate problems which need immediate
attention. MMR tests for alert conditions after a download; when a predeÞned
threshold is met or exceeded, an alert is triggered. ReportsÕ Þlters allow you to set
speciÞc parameters for queries. As a result, you can deÞne the scope of information
that a report contains. In the main window of MMR Reports, alerts and reports
appear in the Alert and Report palettes.
MMR Reports gives you the capabilities to view and print reports, customize the
Alert and Report palettes, create a schedule for printing reports, and modify the
download schedules of Operation Measurements.
These capabilities are explained in Chapter 4, ÒUsing MMR and its Online Help,Ó
as well as in the online help provided with MMR.
In Chapters 5 through 12, you will Þnd overviews of each report including
¥ Þeld deÞnitions
¥ an example of the report
¥ output sort keys
¥ analysis and corrective actions
These eight report chapters will be very useful for analyzing Meridian Mail usage
patterns and for preventing potential problems.