Nortel CallPilot Manuel de service

Nortel CallPilot

Administrator Guide

NN44200-601

Document status: Standard

Document version: 01.11

Document date: 9 November 2007

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.

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

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

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

Nortel CallPilot

Administrator Guide

NN44200-601 01.11 Standard

5.0 9 November 2007

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

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

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