Configuring an Avaya Modular Messaging 3.0 Microsoft Outlook Client to Support Avaya Telephone Users Issue 1.0

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1 Avaya Solution & Interoperability Test Lab Configuring an Avaya Modular Messaging 3.0 Microsoft Outlook Client to Support Avaya Telephone Users Issue 1.0 Abstract Avaya Modular Messaging Microsoft Outlook Client integrates voice mail with the Microsoft Outlook and allows users to send, forward, reply, and listen to voice messages from within Microsoft Outlook or using the telephones. These Application Notes describe the administrative steps required to configure the Microsoft Outlook Client on Avaya Modular Messaging 3.0 to work with Avaya Communication Manager 3.1 in an IP environment. 1 of 27

2 1. Introduction Avaya Modular Messaging Microsoft Outlook Client is a part of the Avaya Modular Messaging software feature set. It allows users to integrate the Microsoft Outlook with the voice mail system on an Avaya Modular Messaging system. With these integrations, users can use the Modular Messaging Outlook Client from the computer to: Access messages stored on the Message Storage Server (MSS or Microsoft Exchange), using the industry-standard IMAP4 protocol. Send messages to the Modular Messaging server using the SMTP protocol. Access Modular Messaging LDAP server for retrieving subscriber addresses. Send, forward, reply, and listen to voice and text messages. Add comments to voice mails. View the subjects of fax messages and launch a fax viewer. Record and play back greetings. The Avaya Modular Messaging Microsoft Outlook Client consists of the following components: Modular Messaging Service Providers Applicable only for the Avaya Modular Messaging -- Message Storage Server (MSS) configuration. Modular Messaging Voice Form. Modular Messaging Voice Recorder. Modular Messaging Subscriber Options. Avaya Modular Messaging Microsoft Outlook Client Release 3 supports two message storage servers, the Microsoft Exchange and the Avaya Modular Messaging Message Storage Server (MSS). These Application Notes detail the administrative steps to configure the Modular Messaging Microsoft Outlook Client with Avaya Modular Messaging Message Storage Server (MSS) integration. The network configuration consists of two locations a main location and a remote location. A pair of Avaya S8710 Media Servers in the main location control two SCC1 Cabinets (Multi-connect) and an Avaya G350 Media Gateway in the remote location. An Avaya S8300 Media Server in the Avaya G350 Media Gateway is configured as a LSP for this location. A H.323 (QSIG) trunk is configured between the S8710 Media Servers and Avaya Modular Messaging. A Microsoft Exchange Server is located in the main location. This server provides service for all users. The Avaya Storage Server (MSS) provides storage service for all voice mail. All four computers have Microsoft Outlook Client installed. Figure 1 is the network setup used for these Application Notes. 2 of 27

3 Avaya S8710 Media Servers Multi-Connect High Reliability Configuration (Primary Servers) Avaya Modular Messaging MAS Main Location CNA CNB MSS Avaya 4620 IP Telephone 1 x30000 MS Outlook Client 1 Layer 2 Switches IPSI IPSI Layer 2 Switch Avaya 4620 IP Telephone 2 x30001 MS Outlook Client 2 SCC1 Media Gateways Avaya 2420 Digital Telephone x30010 MS Exchange Server IP Network Cisco Router T1 PRI PSTN T1 PRI Avaya G350 Media Gateway with S8300 Media Server (LSP) Cisco Router IP Address: S8710-1: S8710-2: C-LAN: MEDPRO: MAS: MSS: G350: Avaya 4620 IP Telephone 3 x32001 Avaya 4620 IP Telephone 4 x32002 MS Outlook Client 3 MS Outlook Client 4 Remote Location 1 Figure 1: Network Configuration These Application Notes do not cover the Avaya S8710 Media Server and Avaya Modular Messaging system installation and configuration. For documentation regarding these configurations, refer to the user documentation listed in Section 8. 3 of 27

4 2. Equipment and Software Validated The following equipment and software were used for the sample configuration: Equipment Avaya S8710 Media Servers at main location Avaya TN2312BP IPSI in SCC1 Avaya TN799DP C-LAN in SCC1 Avaya TN2302AP MEDPRO in SCC1 Avaya S8300 Media Servers with G350 Media Gateway at remote location Software Communication Manager Load R013x HWFW030 HWFW015 HWFW102 Communication Manager Load R013x Avaya Modular Messaging System Messaging Application Server (MAS) Messaging Storage Server (MSS) Microsoft Outlook Client V3.0 V3.0 V3.0 Avaya 4620SW IP Telephones Load 2.3 Microsoft Exchange Server V Microsoft Outlook 2002 XP Outlook 2002 Table 1: Equipment and Software Version 3. Assumptions and Limitations It is assumed that the appropriate license files have been installed on both Avaya Communication Manager and Avaya Modular Messaging, and appropriate system parameter configurations have been performed on Avaya Communication Manager. The following is a list of requirements for Modular Messaging Outlook Client working with Avaya Modular Messaging and Avaya Communication Manager: A QSIG trunk must be configured between Avaya Communication Manager and Modular Messaging Application Server (MAS). Modular Messaging Outlook Client for MSS message store has been installed on the users computers. A Uniform Dial Plan directs calls to the QSIG trunks. 4 of 27

5 4. Configuring Avaya Modular Messaging Outlook Client This section presents the steps to configure the Avaya Modular Messaging Outlook Client on the users computers running Microsoft Windows XP Operating System. It is assumed that the Modular Messaging Outlook Client has been installed on the user computers. For detailed Modular Messaging Outlook Client installation, refer to the reference list in section Configuring Messaging Service Providers (MSP) for Outlook 2002/ Outlook 2003 Before using the Modular Messaging Outlook Client, the Modular Messaging Service Provider (MSP) must be configured to work with MSS message store. The Modular Messaging Service Provider acts as an interface between users application (Microsoft Outlook) and the Modular Messaging servers. Follow the steps below to configure the Messaging Service Providers for Microsoft Outlook 2002/ Outlook Double click Microsoft Outlook icon from desktop to start Microsoft Outlook Client. Login with proper user name and password. Click Tools > Options On the Mail Setup tab, click Accounts 5 of 27

6 Under , select the Add a new account option. Click Next. Under Server Type, select the Additional Server Types option. Click Next. 6 of 27

7 Under Additional Server Types, select MM Message Service. Click Next. 7 of 27

8 The system displays the Avaya Modular Messaging MSP configuration dialog box as shown below. Type the full name (Fully Qualified Domain Name, FQDN) or the IP address of the Message Storage Server (MSS). In this example, the Message storage server IP address is entered. Enter the extension # as the Mailbox number. Typically this is the user s telephone number. Type the user s mailbox password. Check the box Remember password to avoid entering password for each login (Optional). Check the box Connect at logon to connect the message storage server when the user logs in to mailbox (Optional) Click Apply. 8 of 27

9 Click the Directory Settings tab. Ensure that the following information displays: Directory service name: The Modular Messaging Directory service name. The default name is MM Address Book. Search timeout in seconds: The waiting time (in seconds) for displaying the LDAP search results. Search limit: The number of entries displayed from the LDAP search results at a time. The search limit ranges from a minimum of 20 to a maximum of 2000 entries. The default value is 100. Search base: The base of the search tree from which to start the search. Click Apply to accept the values. 9 of 27

10 Click the General tab. Enter the following information as described below: Voice mail account details: Enter a name to refer to this account. When completing the MSP configuration, a new folder bearing this voice mail account name is created in Outlook. Schedule an automatic send/receive every: This option is applicable to Microsoft Outlook 2000 only. It s grayed out for Outlook Click Apply to continue. 10 of 27

11 Click the Advanced tab. Enter the following information as described below: IMAP4 port: This is the IMAP4 port number for incoming messages. SMTP port: This is the port number for outgoing messages. LDAP port: This is the port number used for LDAP queries. Server timeout in seconds: This is the time to wait for a response from the server before stopping an attempt to send or receive messages. Select less time if there is a fast connection to the server. Select a higher timeout value if the connection to the server is slow or the server is busy. The timeout value can range between 20 to 600 seconds. Empty the Deleted Items folder upon exiting: Select this check box to set Modular Messaging to delete all the Modular Messaging messages from the Deleted Items folder each time the users quits Microsoft Outlook. This is not the same as the Empty Deleted Items folder on exit option in Microsoft Outlook. Compact Cache: Use this button to compact the local cache memory. Use defaults: Click this button to set the IMAP4, SMTP, and LDAP port numbers to the default values. Click Apply. Click OK to finish MSP configuration. 11 of 27

12 When the following message appears, click OK. Close the Outlook client and restart Outlook Client. The restarted Outlook screen is shown below. Note that after the completion of the MSP configuration, an Avaya Account folder appears in the Outlook Client Folder List. This is where users can find the Modular Messaging voice mails. Also, there is a telephone icon added to the Toolbar. 12 of 27

13 4.2. Configuring Modular Messaging Voice Form Avaya Modular Messaging Microsoft Outlook Client uses a specially designed Voice Form to record, send, and play back voice messages within Microsoft Outlook. The Voice Form integrates with Outlook so that users can access it from within the application. Click the Voice Form icon to open the Voice Form as shown below. The upper part of the Voice Form is similar to an message form (with the usual To, Cc and Subject fields). The lower part of the form is similar to the controls on a CD player or a tape recorder (with Play, Stop, Forward, Rewind options). Users can record and playback a message using these controls. Follow the following configuration steps to customize the Voice Form. 13 of 27

14 Setting Automatic Playback Users can configure the Voice Form so that the Outlook Client can either play messages automatically, or manually when users open a voice message. The default is not to playback the voice message automatically. From the Voice Form shown on the previous page: Click View > Options. Click the Client Access tab. Check the box Play voice messages automatically when opened. Leave default settings for message navigation. Check box Include original voice message when replaying. Click Apply. Click Media Setup tab for the media device configuration as shown in next section. 14 of 27

15 Setting Media Options Media Setup gives the user the option either to use Telephone or Multimedia (media device such as headset connected to a computer) to compose or review voice message. In this example, Telephone is chosen to compose a voice message and Multimedia to review a voice message. Use the drag down window to select Telephone for composing a voice message. Click the Configure button to choose the telephone to use. 15 of 27

16 Enter the extension # as Extension number. Select MAS, for example MYMAS1 in this case, as Message Application Server name from the pulldown menu. There is only one MAS available in this configuration. Click Apply to accept the settings. Click OK to return to the Voice Form. 16 of 27

17 5. Using Modular Messaging Outlook Client 5.1. Composing and Sending Voice Messages Users can record voice messages by either using the telephone or using a multimedia device connected to the computer. The following steps show how to record a voice message using a telephone. From the Outlook tool bar, click the icon to open the Voice Form. Click Player > Record, or click the Record icon from the control panel. When the telephone at extension rings, pick up the receiver and record the message after the tone. After speaking, hang up the receiver to stop recording. Click the Play button to verify that message is recorded correctly. 17 of 27

18 To send this message to other users, for example, user Agent1 IC, follow the steps below. Click the button To and select the user Agent1 IC to receive this voice message. Before sending out the message, the user also has the option to assign delivery settings for voice message, such as marking a message as Private or Confidential and assigning an importance level. 18 of 27

19 To assign the importance level: Click File > Properties to open the message properties. Under Options for this item, select either Low, Normal or High under Importance. In this example, Normal is selected. Use the pulldown menu to assign Sensitivity for this message. There are four choices under Sensitivity: Normal the message carries no sensitivity. This is the default. Personal the message is marked as Personal. Private the message is marked as Private. Confidential the message is marked as Confidential. 19 of 27

20 In this example, Normal is chosen. Click OK to return to Voice Form. Click the Send button to send the voice message Playing, Replying and Forwarding Voice Messages Playing a Voice Message Make a call from station to station Leave a voice message for station Open Outlook for extension and verify that there is a new voice message in the mailbox as shown below. 20 of 27

21 Double click the message to open the Voice Form. Click the Play button as shown below to play the message. 21 of 27

22 Replying Message to Sender Click the Reply button from the Voice Form as shown below. Click to record a new voice message. 22 of 27

23 Click Send to send the recorded voice message to john smith Forwarding Voice Message to Other Users Click the Forward button as shown below. 23 of 27

24 Click To to add new recipient, for example, sales IC. Click Send Forwarding Voice Message as an Attachment Users can send or forward a voice message as an attachment via Outlook. The example below shows the steps to forward avoice message as attachment. Click Forward from Outlook, not the Voice Form, as shown below. Note that the voice message appears in the Attach field as an attachment as shown below. 24 of 27

25 Click To to select user Agent IC as recipient. Type the message in the message body field. Click Send. User Agent1 IC will receive this with a voice message attachment. For a description of other features of the Avaya Modular Messaging Outlook Client, refer to Modular Messaging Release 3 Microsoft Outlook Client User Guide listed in Section of 27

26 6. Verification Steps The following steps can be used to verify Avaya Modular Messaging Microsoft Outlook Client operation. 1. Launch the Outlook client from station Verify that the Avaya Account folder appears in the folder list. 2. Open the Outlook Voice Form from Client 1 s computer (extension 30000). Use the telephone extension to record a voice message. Play the message and verify that the message has been recorded properly. 3. Send this message to user Client 3 (extension 32001). Verify that the message has been sent out. 4. Launch the Outlook client from user Client 3 s computer and verify that there is a new voice message in the mailbox. 5. Click the Play button and verify that the user can play this message. 6. Reply to this voice message to the sender and verify that user Client 1 (extension 30000) receives this voice message. 7. From the computer at Client 2, forward this message to Client 4 (extension 32002) as an attachment. Open Client 4 s Outlook and verify there is a new with a voice message attachment in the inbox. Play the voice message and verify that this message is from user Client Conclusion These Application Notes have provided the administrative steps needed for configuring the Avaya Modular Messaging Outlook Client feature on an Avaya Modular Messaging 3.0 system. As illustrated in these Application Notes, the Avaya Modular Messaging Outlook Client can integrate with Microsoft Outlook to provide access to a user s voic . 8. Additional References Use this URL to find the following references and Application Notes. [1] Modular Messaging Release 3 Microsoft Outlook Client User Guide, Issue: January 2006 [2] Configuring a QSIG Centralized Messaging Solution using Avaya Modular Messaging and Avaya Communication Manager Issue 1.0 [3] Configuring Avaya Communication Manager and Avaya Modular Messaging for Voice Mail service to Sites Using Avaya Media gateways with Local Survivable Processors Issue of 27

27 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya Solution & Interoperability Test Lab at 27 of 27

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