Tier III Telechat Information

Tier III Telechat Information
Date: Thursday, August 18, 2005 Starting time: 10:00 am, Eastern Time Duration: 1 hour 30 minutes Meeting number: Meeting Password: ipoffice Audio Number: (877)

Michael Warford And Peter Gavin August 18, 2005
IP Office 2.0 IMS TELECHAT Michael Warford And Peter Gavin August 18, 2005

IMS OVERVIEW

Today’s Agenda IMS Overview. Hardware and Software Requirements
Mission Critical Equipment Domain Environment Pre-Installation Steps Network Diagram IMS Installation Procedures New Installation Adding IMS after a existing installation Upgrading Voic Pro and Restoring the IMS Registry IMS Tips and Hints

What is Integrated Messaging System (IMS)
Integrated Messaging System (IMS) allows users to view and listen to their IPOffice voic s through their Microsoft Outlook. Along with a fax server this creates a “Universal Inbox” for voic s, s and faxes. Voic Messages will appear in Microsoft Outlooks Inbox along side messages. Users can listen to their Voic messages through their PC speakers or using the IPOffice telephone. Voic s can still be handled conventionally using the telephone.

Hardware and Software Requirements

Supported Equipment IPOffice 2.1/3.0
Applications Minimum PC Resources Intel Pentium Intel Celeron AMD Notes VM Lite 256MB RAM Any 1.4GHz Any 1.7GHz Attempting to run the applications on lower specification PC’s may cause degradation of operation and will not be supported. VM Pro Any 1.4GHz. Any 1.7GHz. To avoid replacing the server when adding new applications we recommend that a Pentium 4 2.8GHz (or equivalent) is used when possible. +IMS +CAMP MGR 512MB RAM Pentium 4 2.8GHz. Not tested Athlon XP 3000+ All Athlon 64 chips. If the database being queried is located on the VM Pro server the query speed of the database will be affected by the amount of memory available. Please take into account the memory requirements of the database being queried. +IVR +TTS 1024 MB RAM 20 GB HD (2 GB for OS) 7200 RPM Pentium 4 2.8GHz + Contact Store Pentium 4 2.8GHz All Athlon 64 chips . +CCC 10GB free disk space. VM Pro and CCC can be run on the same server up to a maximum of 25 agents, 8 ports of VM Pro and on Windows server operating systems only.

Supported Operating IPOffice 2.1/3.0
System VM Lite VM Pro VM Pro IMS NOTES Windows XP Professional YES NO Service Pack 2 Windows 2000 Professional Service Pack 4 Windows 2000 Server Windows 2003 server Windows 2003 server SP1 SP1 Currently Under testing will provide support as part of the R3.1 release planned for Nov 2005. Yes Windows Advanced or Datacenter Server Windows NT Workstation No longer Supported By Avaya Windows NT Server 4.xx Windows 98 Windows ME IMS and Web Campaigns options within Voic Pro are only supported on Windows Servers. Aspects of operation such as Voic to , Integrated Messaging Pro (IMS), Web Campaigns, etc, are subject to further requirements. Please refer to the Voic Installation and Administration manual

IMS Client PC Requirements
Windows XP Professional System Requirements Computer/Processor: PC with 233 MHz clock speed or higher processor 233 is the minimum required (single or dual processor system);* Intel Pentium/Celeron family, Or AMD K6/Athlon/Duron family, or compatible processor Memory (64 MB minimum supported; may limit performance and some features) Hard Disk 1.5 gigabytes (GB) of available hard disk space Display Super VGA (800 x 600) or higher-resolution video adapter and monitor Windows 2000 Professional System Requirements Computer/Processor133 MHz or higher Pentium-compatible CPU Memory At least 64 megabytes (MB) of RAM; more memory generally improves responsiveness. Hard Disk 2 GB with 650 MB free space. Drive CD-ROM or DVD drive. Display VGA or higher resolution monitor. Reference: Microsoft.com * Microsoft Specifications

IMS Client PC Requirements
Windows 98: Not Supported Windows ME: Not Supported Windows XP Home Edition: Not supported Windows servers: Must Meet minimum Hardware and Operating System Requirements* Must not be a Domain Controller * Microsoft Specifications

Email Server Requirements
Program Outlook 98, Outlook 2000, Outlook XP (2002) Outlook 2003 (Cache Mode off) Microsoft Exchange Version 5.0 5.5 2000 2003

Mission Critical Equipment

Mission Critical Equipment
“Mission Critical Equipment” is equipment that the company depends on working in order to operate. IPOffice and Voic Pro can be considered Mission Critical. Meeting Minimum Specifications for Voice Mail Pro and IMS may not meet the demands of the company. (10 users versus 150 user). Consideration of dependability and reliability of parts needs to be considered when purchasing PC for Voice Mail Pro. Updates on Operating System, patches, fixes needs to done on a regular basis. A backup System need to created and maintain on a regular basis. The Voic Pro needs to be setup up in a secure environment with the proper temperature and humidity to operate computer equipment. Prepare a notebook for customer that include Important phone numbers. Who to call if there is problem with the IPOffice. Who to call if there is a problem with the ISDN. T1 or local Phone service. Who to call for Programming support.

Domain Environment

Domain Environment The IMS Voic Pro PC needs to be a member of the Domain. A Domain Environment can use Microsoft Authentication with Active Directory to prevent unauthorized user access to the PC. The easiest method for unauthorized PC access is thru physical means New USB drives can be plugged and used Unauthorized user can use PC for other Programs that can use system resources. Some tips to secure the Voice Mail Pro When leaving the PC always “Lock” it. Keep the PC in a locked room. Do not tape or post passwords. Rename the administrator login (Domain Administrators).

Pre-Installation Steps

Pre-Installation Steps
Have the Domain Administrator create a domain user with an exchange mailbox. Example: where IMS is the user name and wigit.com is the domain name. Create a Network Diagram Setup the Voic Pro PC with a static TCP/IP address. Add the Voic Pro PC to the Domain. (Domain Administrator required). Login to the Voic Pro as a local Administrator and add the domain user created for the Voic Pro to the local administrator’s group. Logout as the local administrator and login as the Domain User for the Voic pro. Setup outlook using the Voic Pro domain account and test the by sending a to that account. Have access to the Domain Administrator when installing the Voic Pro and IMS software.

Basic Network Diagram

Network Diagram System Requirements
Pre-installation and Network Design IMS Installation Video IMS Tips IMS Installation Videos

Best Practice Network Design

IPOffice Setup

IPOFFICE Set up Input User in Name Field on user tab

IPOffice setup Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for Voic Pro and IMS are installed and show a status of Valid. The licenses required are: Voic Pro (4 ports) plus Additional Voic Pro (X ports) licenses up to the total number of port required or supported by the IP Office control unit. • Integrated Messaging - Enables operation of IMS with Voic Pro. Unlimited IPO Best Practice Set the License Server IP address Field to the IPAddress of the Key Server . Do not use broadcast IP address of 255 For remote IPOffice Systems , or on the back of the IPOffice leave blank unless Key server for Licenses Are installed at that location

IPOffice setup Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for Voic Pro and IMS are installed and show a status of Valid. The licenses required are: Voic Pro (4 ports) plus Additional Voic Pro (X ports) licenses up to the total number of port required or supported by the IP Office control unit. • Integrated Messaging - Enables operation of IMS with Voic Pro. Unlimited

IPOffice setup Only use Voicemail to Email for Alert.
Copy with IMS will cause two voic to appear in Outlook. Forward cause IMS not to work, customer will get voic , but no Embedded Interface. IMS does not require address tab to be filled for Operation. You can copy the voic to a different account other than the Outlook account (Cell Phone, Blue Berry)

IPOffice setup Set up a IP Route for the local network and set the default Router.

Voicemail Pro/IMS Client Outlook Setup

Outlook Preparation Prepare Microsoft Outlook on both the Voic Pro and the IMS Client before installation of software. Go to “Windows Control Panel”. Select “Mail”. Select Accounts.

Outlook Preparation Select “View or change existing accounts” and “Next”

Outlook Preparation The Email accounts page: Type Set to Exchange
Deliver new s to the following: < account> Select “Change”

Outlook Preparation The Exchange Server Settings:
Microsoft Exchange server should have a FQDN underlined. (resolved) The User Name should have the account name underline. (Resolved) Use Cached Exchange Mode should unchecked. Select “More Settings”

Outlook Preparation The Microsoft Exchange Server General Page
Check Automatically Detect Connection State Select “Advanced”

Outlook Preparation The Microsoft Exchange Advanced page:
Cached Exchange Mode Settings Uncheck Cached Exchange Mode Select “Security”

Outlook Preparation The Microsoft Exchange Connection :
Choose “Connect Using my Local Area (LAN) Select “OK”, “Next”, “Finish” to close Outlook Properties

Outlook Preparation At the Mail Setup Screen Choose “Show Profiles”

Outlook Preparation At the Mail General Setup Screen
Choose “Always user this Profile” Make sure the Profile is pointed to the account be used. Click “OK” to close

Voicemail Pro Setup New Installation Procedures

This should the IMSAdmin Domain account name and not the Administrator account.

Reboot the Voic Pro when prompted.

How to Change the Email account
To Change these settings: Window Control Panel, Voic Tab Choose Browse and select the Domain account created for Voic (Imsadmin) Microsoft Outlook Must be installed and set as the Default Mail Client or and error will appear. Enter name, apply, check and Ok. Voic service will restart. If you don’t click “apply’ before check, the change will not take place.

This is the error that will appear when you browse for the domain account if Outlook has not been installed on Voic Pro and set as default mail client.

Enter the Fully Qualified Domain Name (FQDN) Enter the Port that the Exchange server is using for SMTP Enter name and port, apply, check and Ok. Voic service will restart. The SMTP settings do not apply for IMS. It is used for Voic to , Reading, and VPIM. If you don’t click “apply’ before check, the change will not take place.

How to Set the Voicemail server for MAPI
To Change these settings: Start, Programs, IPOffice, Voic To Change these settings: Start, Programs, IPOffice, Voic Enter the Domain user name and password in the Mapi Profile and password fields. You can choose SMTP or MAPI. IMS will still use MAPI for either settings.

Adding IMS to Voicemail PRO

Step to Uninstall and Reinstall VM Pro
How to add IMS to a previous Voic Pro Installation IF the Voic Pro was installed on a Workgroup Model and not a Domain Environment. It is best to Uninstall and reinstall under a Domain Environment. Step to Uninstall and Reinstall VM Pro Export the Voic Call Flow. Back up the Accounts, Names, Greetings Folders Back, and Custom wav files in a separate Directory. Uninstall Voic Pro. Reboot the Voic Pro. Add PC to Domain. Create and Add Domain user to Local Admin of the PC. Setup Outlook. Test . Install Voic PRO with IMS options. Import the database, Restore Folders and Wav Files. Save and make Live. If you don’t click “apply’ before check, the change will not take place.

How to add IMS to a previous Voicemail Pro Installation
Go to Windows Control Panel, the Add or remove programs, pick IPOffice Voic Pro If you don’t click “apply’ before check, the change will not take place.

You will see Installation Wizard, Choose Modify If you don’t click “apply’ before check, the change will not take place.

You Select the Integrated Messaging Service tab. You can pick the IMS Client Package program and the Installation program will load the Client Executable in a shared folder. It does not install the Client software. If you don’t click “apply’ before check, the change will not take place.

Upgrading an Existing Voicemail Pro with IMS

Upgrading an Existing Voicemail Pro with IMS
Export the Voic Call Flows. Back up the Accounts, Names, Greetings Folders, and Custom wav files in a separate Directory. In C:\Program Files\Avaya\IP Office\Voic Pro, Run Backupreg.bat. This will back up the IMS account information entered in the IMS Admin Tool. This will create three files in C:\%WINDIR%\temp: (VMPRO.arf, NETALY.arf, IMSGATEWAY.arf) Copy these files to a backup directory. Uninstall the Voic Pro and Reboot the PC. Install Voic PRO with IMS options. Run Restorereg.bat This will back up the IMS account information Restore VM Folders and Custom Wavs. Import the VM Pro database. Save and make Live. If you don’t click “apply’ before check, the change will not take place.

IMS Admin Tool

How to Use the IMS Admin Tool
Go to Start, Run, Program files IMS Admin Tool If you don’t click “apply’ before check, the change will not take place.

Choose Server, Add Choose Server, Add and then Browse If you don’t click “apply’ before check, the change will not take place.

Select the Domain and begin Scan When the scan finds the Voic Pro server, Select “OK” and “OK” If you don’t click “apply’ before check, the change will not take place.

Go to Start, Run, Program files IMS Admin Tool If you don’t click “apply’ before check, the change will not take place.

To Assign an IPOffice User to a Voic address, Right click on a user, the choose assign mailbox If you don’t click “apply’ before check, the change will not take place.

Enter in the address or choose Change and pick the Domain account If you don’t click “apply’ before check, the change will not take place.

The Account will appear under permissions tab The Access tab will give the user Permission to use IMS The Admin tab will allow users access to the IMS Admin Tool. Users can load the IMS Admin Tool on their PC and change their Users settings. Users can load the IMS Admin Tool and can manage their own settings. Click “Apply” and “OK” If anyone is a listed in Outlook as a user’s Delegate, That user will also have to be added

The user ICON will turn Red when it is associated with a account. If anyone is a listed in Outlook as a user’s Delegate, That user will also have to be added

The user Preference will allow each user to choose to override the system selected Parameters If anyone is a listed in Outlook as a user’s Delegate, That user will also have to be added

The system Parameters are configured thru the Settings Tab If anyone is a listed in Outlook as a user’s Delegate, That user will also have to be added

The system Parameters are configured thru the Settings Tab If “Send Wav File” is checked. The Voic Message will be sent as an attachment. If Send Wav File is unchecked The voic Message will be stored in the Voic Pro server

Three tabs in the menu allow you to Assign, Unassign, and Synchronize the mailbox If anyone is a listed in Outlook as a user’s Delegate, That user will also have to be added

Attached Versus Embedded
Embedded will show up as a Telephone ICON When you double click on the ICON, the embedded Interface will appear. Attached will show up as an ICON with a Paper Clip When the message is sent as attached, the user has two options: Left Click twice and the embedded interface will appear Right, Click and Open, the wav file will appear. The User can then save the Wav file. If you don’t click “apply’ before check, the change will not take place.

Attached Versus Embedded
Screen Showing the Voic as an Attachment. If you don’t click “apply’ before check, the change will not take place.

IMS Client Installation

IMS Client Installation Overview
Prepare Outlook for IMS Software. Install the IMS Client Software. Set the DCOM settings on the IMS Client. Run the AvayaFW.bat program. Add Outlook to the Exceptions List for the Windows Firewall. Reboot

IMS Client Limitations
You cannot playback Voic messages to an analogue telephone using the 'Pick up automatically' facility. Since this is on by default, if you have an analog extension refer to User Settings and ensure that 'Pick up automatically‘ is not ticked. IMS Embedded Interface cannot be used to Save a voic message, Compose a new voic message, Reply to a voic message or add comments to a Forwarded voic message. IMS “Attached” Interface can Open and save the Wav file. Voic Messages should not be placed in Public Folders.

IMS Client Installation Procedures
1. Copy the Voic Pro from the shared folder on the Voic Pro server. Go to Start, Run, and \\<name of Voic server> or \\<IPAddress>

2. Click on the shared folder and copy to the local PC.

3. Choose the Language and then ok. Click on the shared folder and copy to the local PC.

3. Choose Next

3. Choose the Folder to install the IMS program and then Next

3. Enter the User name. This must match the User Name in Manager.. 4. Enter the Fully Qualified Domain name of the Voic Server. 5. Press Next

3. Enter the extension that the user will listen to the messages 4. Click “Pick Up Automatically” If the user wants the message to play on the Telephone speaker without answering it. 6. Press Next

IMS Client Installation Proceedures
7. Press Next

8. Select “Yes, I want to restart my computer now” 9. Press “Finish” to Reboot

10 After the Reboot, have the customer open Outlook and the Options Tab will appear 11. The customer can change: Voice Mail box Voic Message Playback Use Handset at Ext Number Pick up Automatically Connect Options Prompt before connecting to server. Use OLD date/time Format (not used in IPOffice)

12. IMS will then synchronize all Outlook Inbox and voic box.

13. User will be prompted to connect to the Integrated Messaging server. Click “YES” 13. At this point, the users can start using IMS in their outlook.

To check or change settings in Integrated Messaging, go to Outlook’s Toolbar, Tools and Options. Avaya added the Integrated Messing Tab

The customer can change: Voice Mail box Voic Message Playback Use Handset at Ext Number Pick up Automatically Connect Options Prompt before connecting to server. Use OLD date/time Format (not used in IPOffice)

If “Prompt Before connecting to IMS server” is selected, when the user opens Outlook, they will be prompted to connect. If the user says yes, then IMS will start to scan their messages If the user says no, Outlook will open. The user can then connect to IMS later to sync their mailbox. Thru Outlook Tool bar,Tools, Integrated Messaging, connect. IMS will then scan all the message in the Inbox.

DCOM for Windows 2000 Server or Professional

To set the DCOM settings for the Client Start, Run, CMD. Type: DCOMCNFG

5. On the Default Properties, set the following: Enable Distributed Com on this computer. Default Authentication Level set to “NONE” Default Impersonation Level set to “Impersonate”

Click on the Default Security Tab There will be three Boxes: Default Access Permissions. Default Launch Permissions. Default Configuration Permission

Click on the Default Access Permissions. The Everyone Group should have Allow Access. Click “OK”

Click on the Default Launch Permissions. The Everyone Group should have “Allow Access” Type of Permission. Click “OK.”

Click on the Default Configuration Permission The Everyone Group should have “Full Control” Type of access. Click “OK”

When the three security Boxes have been configured. Click “APPLY” Click “OK” Reboot the PC

DCOM for IMS Client Windows XP Pro Service Pack 2

DCOM for IMS Client XP Pro Service Pack 2
COM Objects Enhanced Security Additional enhancements to the operating system, in the Windows XP Service Pack 2, are within the security of DCOM. This gives rise to applications failing to operate, without any clear indication of the failure. Within the IP Office application range there are programs, such as the IP Office IMS client, which utilize DCOM. The following information shows how to modify the security level to enable their correct operation. When running the component services icon (from Administration) or ‘dcomcnfg’ from the command line for the first time after the service pack installation, you will receive a security alert. Consult Tech Tip #49 for DCOM Settings for Windows XP Service Pack 2.

To set the DCOM settings for the Client Start, Run, CMD. Type: DCOMCNFG

3. Windows XP will attempt to block the Microsoft Management Console Select ‘Unblock’ to continue. Navigate down to ‘My Computer’ and select properties.

4. Component services Admin Box will open. Double click on “Computers”

5. “My Computer” will appear. Right Click and choose properties.

5. The COM security Tab will have two sections with two tabs under each: Access Permission Edit Limits Edit Defaults Launch and Activation Permissions Note: Windows XP , Windows XP Service Pack 1, and Windows Server 2003 will only have “Edit Defaults”.

DCOM IMS Client XP Pro SP2
6. Now edit the limits for ‘Access Permissions’ and ‘Launch and Activation Permissions’ to allow Remote Access and remote Launch/Activation permissions for anonymous and everyone. Note: Windows XP, Windows XP Sp1, and Windows 2000 Server grant the “Everyone” all Permissions.

DCOM for IMS Client for Windows XP Pro Service Pack 2
5. On the Default Properties, set the following: Enable Distributed Com on this computer. Default Authentication Level set to “NONE” Default Impersonation Level set to “Impersonate” 6. You Must click “Apply” and “OK” to exit. Close the DOM Windows and Reboot.

Windows XP 2 Firewall Windows XP Service Pack 2 IMS Clients must run the AvayaFW.bat File. This file is included in Avaya Tech Tip 49. To Run this file. Save it to the desktop and double click and Press enter. The Program will close when it is done.

Windows Firewall Exceptions
Outlook must be added to the Firewall Exceptions list in order to allow IMS to update the Message Waiting lights on the Telephone. Start, Run, Program, Windows Control Panel Windows Firewall

Go to the Exceptions tab Select “Add Programs” Enter the location of the Microsoft Outlook program. One location is: C:\Program Files\Microsoft Office\OFFICE11 The Outlook Executable may be located in a different Directory. Click “OK”

Turn Off the Windows Firewall on the Local LAN Card. Go to “Windows Control Panel” Select “Local Area Connection” and right click Choose “Properties” and “Advanced”

Uncheck Local Area Connection. Check OK. Message Waiting Lights can be delayed or even stopped from updating if enabled.

IMS Embedded Interface

This error message indicates that there is a problem with communications with the Extension used for playing the message back. Check the Option Tab in Outlook for the extension. Also check the phone for DND.

Click on the required user in the Available Mailboxes list to highlight them, then click on the 'To ->' button to copy the user into the Message Recipients list. Repeat this for each recipient that you want to add. Once all recipients are listed click on OK, this will return you to the message dialogue with the recipients shown in the 'To:' box.

IMS Tips and Hints (Cont)
If clients are having problems connecting to the IMS server or synchronizing On the client machine: Make sure the Mailbox name you are using is exactly what is in the "Name" section of the user form in Manager. It is case sensitive so John Doe and john doe are not the same. Make sure when you installed the client you gave the fully qualified domain name (FQDN) of the VMPro/IMS server and you may need to put an entry in the hosts and lmhosts with the #PRE option in the lmhosts. Use ping to verify you can resolve the VMPro/IMS server. Try removing the client, reboot and reinstall it and verify that these are put in correctly then check the dcomcnfg settings.

On the VMPro/IMS server: Verify that you are using the proper account to start the IMS and VMPro services. During the install you will be asked for the name of the user that Voic Pro and IMS services will use to start, specify the user the administrator created for you, i.e. In this case “IMSAdmin”. This should be an account with a password that never expires. It is not recommended to use Administrator. It must be a domain account with and Exchange mailbox not a local account and it must have at least local admin rights on the PC or domain admin rights. Check to see if the Outlook account is setup correctly by making sure it can send and receive .

On the VMPro/IMS server: After the installation you can check what account is starting the services by viewing the "Log On As" column on the right hand side in services, the IMS and VMPro Services should display your account not localSystem. Example: (Domain\IMSAdmin). If you use one account when you install and change to another account later you will have to change this in the services and also in dcomcnfg. The IMS Gateway and IMS Voice Services properties/Identity may have to be changed. It is much easier to install Voic Pro and IMS choosing this account when prompted by the install script or uninstall and reinstall then going in later and making the changes necessary.

On the VMPro/IMS server: Check the event viewer and look for any UMServer errors in Application and any errors in the System section that may indicate a general problem. Stop and start the VMPro and IMS services and see if you get any new errors. Right click on the Voic Pro service and choose restart and answer yes to restarting the IMS Gateway and IMS Voice services. Go to Windows Control Panel and run the "IP Office Voic Pro" control panel applet and verify the Voic Pro/IMS server machine name is correct in the Path Settings and the account is the proper account, i.e. “IMSAdmin” for example. You should be able to browse and find the IMSAdmin account you are using here. NOTE: If at this point you cannot successfully browse for an account then there is a problem with the MAPI client on your PC and IMS will not work. You may have to uninstall Outlook, reboot and reinstall Outlook.

On the VMPro/IMS server: Run the IMS Administration Tool and verify that the mailboxes have been setup properly. Un-assign then reassign them and verify that you can browse and find the and NT login accounts, do not just type them in. A typing error can cause IMS not to function properly. Next synchronize the mailbox by right clicking and choosing Synchronize on the Voice Mailbox. Next go into the event viewer and check for new errors. Reboot the VMPro/IMS server and make sure it comes up without errors and starts all the services.

On the VMPro/IMS server: Make sure you have not tried to run the IMS Client installation executable on the VMPro/IMS. This will cause corruption and you will have to uninstall and reinstall VMPro and IMS. Questions you should ask yourself: Are any client machines able to connect? If you have installed only one client try installing the client on more machines. If none of the clients can connect problem is most likely a problem on the server. If one or more can connect the problem is most likely on the client.

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