Installation Manual UC for Business Unified Messaging for Exchange 2010

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1 Installation Manual UC for Business Unified Messaging for Exchange 2010 NEC Corporation nec.com

2 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition Table of Contents About this Manual... 1 Unified Messaging for Exchange Prerequisites... 2 Exchange 2010 Server Setup... 3 Create the Service Mailbox... 3 Grant Mailbox Impersonation Rights... 5 Grant Impersonation Rights to Networked Exchange 2010 Servers... 5 Grant Global Impersonation Rights to Networked Exchange 2007 Servers... 5 Grant Local Impersonation Rights to Networked Exchange 2007 Servers... 6 CTI Server Configuration... 7 Configure Group Membership... 7 Install the Unified Messaging for Exchange Application... 8 Configure Microsoft Server 2003 to EWS Registry Settings Additional Information Configure Unified Messaging for Exchange Mailboxes Test the Unified Messaging for Exchange Installation Install Exchange Forms Client Installation and Configuration Install Local Forms and Voice Message Player Configure Outlook Disable the Cache Synchronize the Forms NEC Corporation 2011 i

3 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition About this Manual This is the complete installation guide for the UC for Business Unified Messaging for Exchange module. The audience for this guide is advanced technical users familiar with the technology and terminology of computer telephony systems, Exchange servers, and networks. Unified Messaging for Exchange allows voice and fax messages to be received as attachments through a company's Microsoft Exchange Server. Voice and fax messages can then be handled directly from the attachment, without the need to access the mailbox or another UCB application. Unified Messaging for Exchange requires certain software be in place, correct configuration of the Exchange server and CTI server, and installation and configuration of the client. Important Note: A different manual exists for each of the following server and implementation methods: Exchange 2000 Exchange 2003 Exchange 2007 using EWS Exchange 2007 using MAPI Exchange 2010 Ensure that you are using the correct manual for the installation being performed. NEC Corporation

4 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange Unified Messaging for Exchange Prerequisites Microsoft Exchange Supported Versions Unified Messaging for Exchange is supported on the following Exchange Servers. Note that a separate installation manual exists for each Exchange Server version: 2000 = MAPI 2003 = MAPI 2007 (with public folders) = MAPI 2007 SP2 or above = EWS 2010 = EWS Warning: To use the EWS solution, the domain must not contain any Microsoft Exchange 2000 or 2003 servers. CTI Server Requirements Requirements at a Client level In addition to the base CTI server requirements, the CTI server must be connected to the same domain as the Exchange server. Operating system and hardware requirements are the same as the base UCB client requirements. Unified Messaging for Exchange is supported on 32-bit versions of Microsoft Outlook 2003, 2007, and Warning: The 64-bit versions of Microsoft Outlook are not supported. 2 NEC Corporation 2011

5 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition Exchange 2010 Server Setup The steps in this section provide information about configuring the Exchange 2010 server for integration with the Unified Messaging for Exchange module. Different sets of steps are used for Exchange 2000, Exchange 2003, and Exchange If using a different Exchange server version, refer to the installation manual for that version. Warning: When installing or upgrading to the Exchange Connector EWS or adding users to the UCB phonebook, ensure the default address for all users in the phonebook is their primary SMTP address. The address in the phonebook needs to be the primary SMTP address as defined in Microsoft Exchange, and not an alias. To determine a user s primary SMTP address, access the Exchange Management Console and view the Addresses tab of a recipient. The primary SMTP address is in bold. Create the Service Mailbox The steps in this section apply specifically to the creation of the service mailbox and service user account. Creating this mailbox ensures that the correct privileges are available to the user who is installing the remainder of and Unified Messaging for Exchange. Note: The following steps use the example account and mailbox name Unified Messaging, which is the standard name for the service mailbox (you can choose another name if you prefer). 1. Use the Exchange Server Administrator Account to log onto the Exchange Server machine (example account name: Administrator). Note: This logon ensures that you have sufficient permissions to create mailboxes. 2. Start the Exchange Management Console application. 3. Under the Recipient Configuration folder, click Mailbox. 4. In the Mailbox Actions window, click New Mailbox. NEC Corporation

6 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange 5. Click User Mailbox. 6. Choose the appropriate option, and then click Next. If the Service User account: o Has not yet been created, click the New User option. o Was previously created in the Active directory, click the Existing User option, and then browse to and select the appropriate user. 7. Enter the user information, and then click Next. a. In the First Name field, type Unified Messaging. b. In the Name field, type Unified Messaging. c. In the User Logon Name field, type UnifiedMessaging. d. In the Password and Confirm Password fields, type a secure password. e. Ensure that the User Must Change Password at Next Logon option is clear. 8. Enter the mailbox settings, and then click Next. a. In the Alias field, type Unified Messaging. b. Select the Server, Storage Group, and Mailbox Database for the user. Typically, these settings are the same as for normal exchange users. 4 NEC Corporation 2011

7 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition 9. Confirm that all the settings have been entered correctly, and then click New to create the mailbox. 10. Click Finish to close the wizard. Grant Mailbox Impersonation Rights User Impersonation enables the service mailbox to perform operations using the permissions associated with the impersonated mailbox user. The impersonation rights are applied to the service mailbox using the Exchange Management Shell. Grant Impersonation Rights to Networked Exchange 2010 Servers 1. In Microsoft Windows, navigate to Start > Microsoft Exchange Server 2010 > Exchange Management Shell. 2. Enter the following commands into the Exchange Management Shell, and then press the Enter key. New-ManagementRoleAssignment - Name:UnifiedMessaging - Role:ApplicationImpersonation - User:UnifiedMessaging 3. Exit the Exchange Management Shell. Grant Global Impersonation Rights to Networked Exchange 2007 Servers If a site is running multiple Exchange servers, apply the following steps to only one of the 2007 Exchange servers connected to the network. 1. In Microsoft Windows, navigate to Start > All Programs > Microsoft Exchange Server 2007 > Exchange Management Shell. 2. Enter the following commands into the Exchange Management Shell, and then press the Enter key. Get-ExchangeServer where {$_.IsClientAccessServer -eq $TRUE} ForEach-Object {Add-ADPermission -Identity $_.distinguishedname -User (Get-User -Identity UNIFIEDMESSAGING select-object).identity - extendedright ms-exch-epi-impersonation} 3. Exit the Exchange Management Shell. NEC Corporation

8 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange Grant Local Impersonation Rights to Networked Exchange 2007 Servers If a site is running multiple Exchange servers, apply the following steps to all 2007 Exchange servers that are connected to the network. 1. On each Exchange server, navigate to Start > All Programs > Microsoft Exchange Server 2007 > Exchange Management Shell. 2. Enter the following commands into the Exchange Management Shell, and then press the Enter key. Get-MailboxDatabase ForEach-Object {Add- ADPermission -Identity $_.DistinguishedName -User UNIFIEDMESSAGING -ExtendedRights ms-exch-epi-may- Impersonate} 3. Exit the Exchange Management Shell. 6 NEC Corporation 2011

9 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition CTI Server Configuration The procedures in the following sections outline the required CTI server-specific configuration steps. Configure Group Membership The service user account must have administrative privileges on the CTI server computer to write to the registry. 1. To ensure that you have sufficient rights to configure memberships for the Administrator group, use the local Administrator account to log onto the CTI server computer (example account name: Administrator). 2. In the Windows Desktop, click Start > Programs > Administrative Tools Computer Management. 3. Under Local Users and Groups, click Groups. 4. Under the Name column, double-click the Administrators group. 5. Click the Add button. 6. In the Enter the Object Names to Select field, type the name of the service mailbox account previously created (refer to page 3), and then click OK. 7. Click OK to exit the User Manager application. NEC Corporation

10 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange Install the Unified Messaging for Exchange Application The Unified Messaging for Exchange application provides support for delivery to Exchange mailboxes. Both the mailbox (voice messaging and fax messaging) and the queuing components use this support. 1. Navigate to the CTI server's cti directory, and then doubleclick the Application Manager desktop shortcut icon. 2. Enter the Application Manager Login Name and PIN, and then click OK. 3. Click the Add button for Add Exchange Components. Tip: If the CTI Server Setup Workflow window does not automatically display, select the Action > Run Application Checks. 4. Click the appropriate Exchange connector option, and then click Next. 5. Enter the server configuration information, and then click Next. a. In the Active Directory Server Name field, type the machine name of the active directory server (the full computer name minus the domain). b. In the Active Directory Domain Name field, type the full name of the domain that the active directory server is connected to (e.g., acme.net, not just acme). c. In the Exchange Server Name field, type the machine name of the Exchange server (the full computer name minus the domain). 8 NEC Corporation 2011

11 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition d. In the Exchange Server Domain Name field, type the full name of the domain that the Exchange server is connected to (e.g., acme.net, not just acme). e. From the Exchange Version list, select the 2010 Exchange server version. Note: If a combination of 2007 and 2010 Exchange servers are used on the site, set this field to Click Finish to complete the wizard. 7. Click the Add button for Add Unified Messaging Module, and the Unified Messaging module is automatically added. 8. Click Exit. NEC Corporation

12 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange Configure Microsoft Server 2003 to EWS Registry Settings When the ZExchangeII EWS connector is housed on a CTI server that is running the Microsoft Server 2003 operating system, additional registry settings must be applied before Unified Messaging to Outlook message synchronization can occur. Warning: This step is only required if the EWS exchange integration method is used in conjunction with a CTI server running the Microsoft Server 2003 operating system. 1. Log into the CTI server that is running the ZExchangeII EWS connector. 2. Open the Registry Editor, and then navigate to the following registry node: [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters] 3. Right-click the above node, and then add the new items listed in the following table. Type Name Decimal Value DWORD TCPTimedWaitDelay 30 DWORD MaxUserPort Additional Information These settings relate directly to the performance of the ZExchangeII EWS module, and determine the: Time that must elapse before TCP can release a closed connection and re-use the resource. Maximum number of ports that can be used. Refer to the following link for more information about this registry change and why it must be set: 10 NEC Corporation 2011

13 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition Configure Unified Messaging for Exchange Mailboxes Any Desktop user can either enable or disable a mailbox for Unified Messaging for Exchange. The System Administrator can also configure users' mailboxes. Note: You must also configure an SMTP address for the user (in Administrator or Desktop). 1. Use the local Administrator account to log onto the server machine (example account name: Administrator). 2. In Administrator or Desktop, open the Mailbox Settings window for a mailbox. For: o Administrator users: a. Under the Voice Messaging group, click Mailboxes. b. From the list of mailboxes, select the mailbox to configure and then select Edit from the Edit menu. Tip: Using Administrator, you can edit multiple mailboxes simultaneously by holding down the CTRL key and then clicking each mailbox to be edited. o Desktop users: Click the Voice Messaging Setup icon in the toolbar. 3. Click the /Calendar Integration tab. 4. Either click or clear the Use Unified Messaging for Exchange option as required for this mailbox. 5. Click or clear the synchronization options as required. Note: For full information on the available options, click Help. 6. Click OK. 7. Repeat the above steps for each mailbox, either within the individual user's Desktop or within Administrator. NEC Corporation

14 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange Test the Unified Messaging for Exchange Installation When all the installation steps are successfully complete, perform the basic tests in this section to ensure that Unified Messaging for Exchange is correctly performing voice message delivery. 1. For correct voice message delivery and player options, install either the UnifiedMessagingforExchange.msi or UnifiedMessagingVoiceClient.msi on at least one client machine. For more information regarding installing these files, refer to Client Installation and Configuration. 2. Select a mailbox that has been configured for Unified Messaging for Exchange. 3. Using any phone, call the extension and leave a voice message for the selected mailbox. If Unified Messaging for Exchange and Exchange Forms are correctly installed, the message should appear in Outlook as an message with a Telephone icon. 4. Double-click the message with Voice Message From [name] as the subject. 5. When Outlook opens the message, an audio playback control is embedded in the message if Unified Messaging for Exchange Player is correctly installed. Click the Play icon to play the message. 6. Listen to the message and ensure that it is the message you left. Note: If the Unified Messaging for Exchange and Exchange Forms installations were successful but the audio playback control is not available or playback does not work, you may need to install the Unified Messaging for Exchange Player client application. This application is installed automatically with Desktop, and you can also install it using the Client Applications installer. 12 NEC Corporation 2011

15 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition Install Exchange Forms The Exchange Forms installation loads the custom forms used by Unified Messaging for Exchange and queuing onto the Exchange Server. 1. Log into any client computer that has Microsoft Outlook installed using the service user account (i.e., Unified Messaging or whatever account you created). Note: If the account does not have interactive login privileges, log into Windows using another account however, ensure to set the default Outlook user profile for the logged on user to use the service mailbox. 2. Ensure that the default Outlook profile for the logged in account uses the service mailbox on the Exchange server. If necessary, create a profile for the service mailbox and set it as the default. Warning: When the profile has been created, close Outlook. The Exchange Forms installer cannot run while Outlook is running. 3. Locate and run the Exchange Forms installation package (ExchangeForms.msi). 4. When the Welcome window displays, click Next. 5. Click the Organizational Forms Installation option, and then click Next. Note: The Personal Forms Installation could be used to test forms installation for one or two users. Each user would have to install the forms in his/her own profile. NEC Corporation

16 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange 6. Click Browse to find and select the destination folder (NEC recommends using the default location), and then click Next. Copies of the forms are saved in a folder called Exchange Forms at this location. 7. Click Install. The installer provides information for each form that is published to the server. Note: If not logged into Windows as the service user, you will have to repeatedly enter the account password. Tip: If security warnings about the Presence of macros in the forms display, these forms contain scripting commands and are safe to install. 8. When the installation completes, click Finish. Note: If a Welcome to Outlook message displays in the service mailbox when opening Outlook, delete this message. Tip: If the installation fails, check that the default Outlook profile uses the service user account and that Outlook is not running. 14 NEC Corporation 2011

17 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition Client Installation and Configuration Install Local Forms and Voice Message Player The Unified Messaging for Exchange module uses custom forms and a Voice Messaging player. When running under Exchange 2010, install these forms locally on each client PC using the Unified Messaging for Exchange module. Warning: These steps are not required on client machines that already have Executive Insight installed. 1. Using Microsoft Windows, navigate to the UCB CTI server's CTI\Client directory, and then double-click Setup.exe to launch the Executive Insight installer. 2. Click the Unified Messaging Voice Client option, and then click Next. 3. Choose the client applications user specifics, and then click Next. Anyone Who Uses this Computer = For all users. Just for Me = For only the currently logged in user. Note: If choosing the Anyone Who Uses this Computer option, the currently logged in user account must have administrative privileges. If administrator privileges are not detected, this window does not display, and the Just for Me option is automatically chosen. 4. Verify the install information, and then click Next to begin installing the Unified Messaging Voice Client. NEC Corporation

18 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange 5. After the installation is complete, click Finish. Configure Outlook 2003 Outlook 2003 has features that can cause problems with delivery and formatting. To avoid these problems, perform the configuration steps in the following two sections for each user profile. Warning: The steps in this section are only required for Outlook 2003 clients; newer versions of Outlook do not require these steps to be performed. Disable the Cache When Outlook 2003 is installed, it uses the cached mode by default. In cached mode, Outlook views a cache of s that is updated via polling (every five minutes) rather than viewing the Exchange server directly. Although caching usually offers a number of advantages, the delay causes problems with queuing. When the cache is turned on, the delay prevents the messages and message status from refreshing for up to five minutes, and agents may not get a timely notice of messages. 1. Within Outlook 2003, select Options from the Tools menu. 16 NEC Corporation 2011

19 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition 2. Click the Mail Setup tab, and then click the Accounts button. 3. Click the View or Change Existing Accounts option, and then click Next. 4. In the accounts list, select Microsoft Exchange Server and then click Change. 5. Clear the Use Cached Exchange Mode option, and then click Next. NEC Corporation

20 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange 6. Click Finish. 7. When prompted to restart Outlook, click OK. Synchronize the Forms Because the Exchange forms are not synchronized with the server by default when Outlook 2003 is installed, the CTI server Exchange forms do not work and warnings display if you try to open specific forms. 1. Within Outlook 2003, select Options from the Tools menu. 2. Click the Mail Setup tab, and then click the Send/Receive button. 3. Click Edit. 18 NEC Corporation 2011

21 Unified Messaging for Exchange Installation Manual - Exchange 2010 Edition 4. Click the Synchronize Forms option, and then click OK. 5. Click Close. 6. Click OK. NEC Corporation

22 Installation Manual - Exchange 2010 Edition Unified Messaging for Exchange About NEC Corporation NEC Corporation is one of the world s leading providers of Internet, broadband network and enterprise business solutions dedicated to meeting the specialized needs of its diverse and global base of customers. NEC delivers tailored solutions in the key fields of computers, networking and electronic devices, by integrating its technical strengths in IT and Networks. The NEC Group employs more than 150,000 people worldwide. For additional information please visit the NEC home page at NEC reserves the right to change product specifications, functions, or features, at any time, without notice. Please refer to your local NEC representatives for further details. Although all efforts have been made to ensure that the contents are correct, NEC shall not be liable for any direct, indirect, consequential or incidental damages resulting from the use of the equipment, manual or any related materials. The information contained herein is the property of NEC Corporation and shall not be reproduced without prior written approval from NEC Corporation. Copyright 2011 NEC Corporation. All rights reserved. NEC, NEC logo, and UNIVERGE are trademarks or registered trademarks of NEC Corporation that may be registered in Japan and other jurisdictions. All other trademarks are the property of their respective owners. All rights reserved. Note: This disclaimer also applies to all related documents previously published. Corporate Headquarters (Japan) NEC Corporation Oceania (Australia) NEC Australia Pty Ltd North America (USA) NEC Corporation of America Asia NEC Corporation Europe (EMEA) NEC Philips Unified Solutions 20 NEC Corporation 2011

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