Avaya Mailbox Manager and Unimax 2nd Nature A Comparison

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1 Unifying Voice Administration Technical Brief Avaya Mailbox Manager and Unimax 2nd Nature A Comparison SUPPORT FOR MAILBOX MANAGER WILL END WITH M O D U L A R M E S S A G I N G U N D E R S TA N D Y O U R U P G R A D E OPTION AND THE DIFFERENCES BETWEEN MAILBOX M A N A G E R A N D 2 N D N AT U R E.

2 Background Unimax Systems Corporation is the original OEM developer of Avaya Mailbox Manager (MBM). For the past ten years, Avaya has bundled MBM with Modular Messaging (MM) systems and legacy Aria, Serenade, and Intuity Map40/100 systems. Starting with MM version 5.1, MBM will no longer be bundled with MM. Additionally, MM 5.1 will not support MBM. The replacement product is Unimax s 2nd Nature. This solution adds a number of advanced features and benefits to MBM, and because the same company created it, users will find the upgrade process easy and the user interface familiar. 2nd Nature is available directly from Unimax. It would be difficult to describe all the differences between MBM and 2nd Nature and how they will apply to you without understanding more about your business. This technical brief is designed to get you started with some important information. A Unimax Account Manager will provide additional details about the differences between the two products and how 2nd Nature s advanced features and capabilities will apply to your specific telecommunications environment. Unimax 2nd Nature Unimax s 2nd Nature unifies voice administration by enabling telecommunications and IT departments to manage their enterprise voice systems with a single, centralized administration interface. Since 1991, Unimax has built a strong customer base that includes nationally recognized enterprises in a variety of industries such as banking, equities, financial services, healthcare, legal, pharmaceuticals, technology, and others. Our customer list reads like the Who s Who of Fortune 1000 companies. Unimax customers also include educational institutions, governmental entities, and managed service providers. Everyday, our customers use 2nd Nature and other Unimax products and services to reduce operational costs, strengthen security, increase visibility and control, and improve internal customer service. Mailbox Manager and 2nd Nature High Level Differences Due to scalability issues, recent releases of MBM limited it to a single-site, single-administrator product. 2nd Nature moves beyond these limitations and offers capabilities for multi-site and multi-administrator administration with subscriber-based licensing. PAGE 2

3 MBM limited its compatibility to only Avaya voice messaging systems such as MM, Aria, Serenade, and Intuity Map 40/100. 2nd Nature expands that compatibility to include both PBX and voice mail systems. This compatibility extends beyond just Avaya and includes other brandname vendors such as AVST, Cisco, Nortel, Microsoft, and others. Please contact us for information on specific system compatibility. The MBM client/server product used a proprietary database (FairCom). 2nd Nature uses a standard Microsoft SQL database. Small installations (5,000 mailboxes or less) can use Microsoft s SQL Express (available on Microsoft s website as a free download). Larger installations should use SQL Server. With either version of SQL, users will no longer receive the database requires rebuilding error. The 2nd Nature SQL database can reside on an existing SQL farm or as a separate installation. Mailbox Manager and 2nd Nature Major Feature Differences 2nd Nature provides a single, centralized administration interface for managing multiple PBX and voice messaging systems. Along with the legacy Avaya voice mail systems, for example, 2nd Nature also supports Avaya s Communication Manager PBX, Message Networking System, Modular Messaging version 5.1 and higher, Modular Messaging networked enhanced lists, Modular Messaging Subscriber Options, and many others. Global spreadsheet views in 2nd Nature show all records on like devices (e.g. all voice mailboxes on all Modular Messaging systems in the 2nd Nature configuration) An advanced resource management feature in 2nd Nature allows system administrators to define ranges of valid record numbers such as mailbox extensions. From those valid ranges, 2nd Nature presents lists of unused extensions when creating new mailboxes. Resource management also provides automatic aging for all managed records within a system as well as manually reserving one managed record at a time. Additionally, resource management enables an administrator to quickly identify which resources are available when linked to other systems and what resources are currently unused. 2nd Nature offers Active Directory integration. Specifically, 2nd Nature supports read only or modify only integration with LDAP directory services such as Microsoft s Active Directory. A system administrator can configure 2nd Nature to download any relevant Active Directory mappings. Also, 2nd Nature will show phone and/or voice mailboxes whose extensions match a designated field in Active Directory. When creating a phone or voice mailbox from an Active PAGE 3

4 Directory user, names and extension numbers are automatically filled into the corresponding phone or voice mailbox fields. Active Directory Groups (e.g. lists) are also supported which allows easy creation of voic lists with list members. 2nd Nature Upgrade Benefits The following table highlights notable differences between MBM and 2nd Nature. Data stored in a proprietary file-based structure from FairCom Data stored in an open SQL database structure from Microsoft Ease of use when installing 2nd Nature. Typically environments simply add a database to an existing Microsoft SQL server. Database is managed for backups and security using standard database software tools. Conforms to standardization for open database policies. No more database requires rebuilding errors. Operator list displayed for log-in dialog Administrator must type in both their log-in name and password Enhanced security prevents a hacker from figuring out a username and password combination. System configuration tool Add, remove, and reconfigure systems (parent/child configurations such as Message Networking to Modular Messaging) without having to request an updated license file. PAGE 4

5 Communications workstation runs as an application Communications workstation is installed and runs as a Windows service which is set to automatically launch when the system reboots There is no need to manually launch the client during a system reboot. Off hours server restarts do not require manual attention. Service manager Start and stop the 2nd Nature communication service without drilling down to the control panel, administrator tools, component services location. Global list Global spreadsheet views in 2nd Nature show all records on like devices (e.g. all voice mailboxes on all Modular Messaging systems in the 2nd Nature configuration.) Unlike the native interfaces, 2nd Nature can display tens of thousands of records in a single view. Workspace area cannot be altered Windows workspace created in module design: framework, system lists, shortcuts, and global lists windows Customize the Framework, system lists, shortcuts, and global lists views to create an efficient workspace just for you. Session audit files Administrator log Administrator log can be viewed using the find, filter, sort functions to locate specific details without browsing through multiple audit files. PAGE 5

6 Operators Administrators/administrator roles Role-based administrator management restricts or allows access to systems, record lists or functions: create, display, modify, or delete. applies to all administrators with role. To enforce consistency, administrator roles can be limited so that record creation is only done in approved templates. It is also possible to limit how changes are processed. For example, you could activate system settings that require all changes to be made in a report view with limited columns displayed. Additionally, the Record Level Permissions feature enables companies to filter an administrator s view of information by department, number ranges, etc. This important feature enables tenant administration capabilities. Single sign-on (Active Directory integration) Administrator accounts can be configured to use Windows Active Directory logins. If an administrator has logged onto the system, 2nd Nature can launch without entering the administrator s name and password. PAGE 6

7 Application options to assign global application parameters across all 2nd Nature managed systems Globally define download settings, settings, configure a login security message, label user defined fields, and input global project settings. Notification: notify triggers and notify actions Be informed about 2nd Nature activity by defining notification triggers such as failed projects and notification actions such as or file actions. Open individual projects to view changes View all changes and pending changes Enables an administrator to view changes across all projects. Use find, filter, and sort to organize the information. Computer time setting Synchronized time setting Time is stored in the database as UTC/GMT and time zone conversions take place when time fields are accessed. This ensures consistent, accurate reporting. All time is shown in AM/PM instead of 24-hour military time. Picker formats Report views and ability to schedule report views Report view creation is easier and reports can be scheduled to produce a file or an message on a recurring basis. Templates associated with one system Templates configurable per system or per record type One template can be created and used for all like records, such as all Modular Messaging mailboxes. PAGE 7

8 Shortcuts view Shortcuts offer administrators a structure for organizing and configuring common records and reports. Display as web page view Display attributes of one or more records to view a configuration, troubleshooting, or reporting. The HTML file can be saved to file or printed. When accessed from a voice mailbox or Active Directory user, the information in this view includes showing all of the voic or lists a voice mailbox or box belongs to. When accessed from the voic or list, it shows all of the voic or boxes that belong to the list and how they got there (such as nested lists). Find, filter, sort Find, filter, filter from file, and sort Enhanced capability to better organize and find data. For example, filter has been enhanced to use an external file containing filter criteria. Modify from file Ability to modify multiple records using that data from an external file. This gives an administrator the ability to modify one or more fields with unique values from a file. PAGE 8

9 List chooser New list chooser with find/filter/sort capabilities added. This modified list chooser provides enhanced browsing capabilities, such as associating Modular Messaging subscribers with corresponding Active Directory department fields when choosing a mailbox to create a template. Add using template Add using template button added on the Multiple Record Editor, Add item view. With this feature an administrator can leverage their existing templates when adding items to a record. For example, when a mailbox is added to an Active Directory user. Resource management The resource management feature in 2nd Nature allows system administrators to define ranges of valid record numbers such as mailbox extensions. From those valid ranges, 2nd Nature presents lists of unused extensions when creating new mailboxes. 2nd Nature also provides automatic aging for all managed records within a system or by manually reserving one managed record at a time. Additionally, resource management allows the user to quickly identify which resources are available and which are currently unused. PAGE 9

10 Active Directory integration 2nd Nature supports read only or modify only integration with LDAP directory services such as Microsoft s Active Directory. The system administrator can configure 2nd Nature to download any of the Active Directory mappings that make sense for 2nd Nature to know about. 2nd Nature will show phone and/or voice mailboxes whose extensions match a designated phone number field in Active Directory. When creating a phone or voice mailbox from an Active Directory user, names and extension numbers are automatically filled into the corresponding phone or mailbox fields. Active Directory groups ( lists) are also supported which allows easy creation of voice mail lists with list members. Visibility and control of subscriber options in Modular Messaging systems All subscriber options rules, related phone lists, and related fields are visible to all subscribers. Single or bulk create, modify and delete, functions are also allowed. Manage secondary extensions in Modular Messaging systems Management of secondary extensions has been expanded to include bulk create, modify, and delete. PAGE 10

11 Visibility and control of the educator state in Modular Messaging View the educator state field and reset it to new. This field is a good indication of which mailboxes are in use. This field is not visible in the native interface. Support of multisite capabilities in Modular Messaging systems Full visibility and administration of Modular Messaging systems using multisite capabilities. This feature enables the use of mailbox numbers of varying lengths. 2nd Nature Extensions and Professional Solutions Unlike MBM, 2nd Nature is fully compatible with licensed extensions from Unimax. These add-on products include Enterprise MAC Audit and HelpDesk. Unimax s Enterprise MAC Audit provides historical detail of moves, adds, and changes (MACs) and makes understanding and controlling MAC activity easy. Enterprise MAC Audit addresses business needs such as monitoring the volume and quality of in-house MAC activity, reconciling MAC invoices from managed service providers, troubleshooting configuration problems, improving security, monitoring types and sources of change, and demonstrating policy compliance. Enterprise MAC Audit reports data from any 2nd Nature supported PBX or messaging system. Reports can be created within 2nd Nature or the data can be exported to other applications. Unimax s HelpDesk will enable your company to increase its rate of internal first-call resolutions. HelpDesk uses a web interface to easily pass responsibility for a selected set of 2nd Nature s voice system administration functions to your organization s IT help desk. Password resets and voice mailbox name changes are among the most common end-user requests. In many organizations, password resets alone make up over half of all telecommunications related help desk calls. When these requests are routed to telecommunications administrators, they tie up valuable resources and time that can be better spent on more complex activities. With Unimax s HelpDesk, IT help desk personnel PAGE 11

12 are able to reset passwords, change names, and enable or disable telephones on their own without special training on PBX or voice mail systems. The security and integrity of the voice systems are maintained and internal customers receive immediate assistance. Help desk associates can handle simple customer requests within moments even before the employee hangs up the phone. In addition to Enterprise MAC Audit and HelpDesk, 2nd Nature can extend its functionality with Unimax s customized Professional Solutions. Customers with specific business needs and objectives not met by the standard 2nd Nature product may want to consider a Unimax Professional Solution. Because 2nd Nature is a framework, as well as an application, it can be used to create customdesigned solutions specific to your business needs. Virtually any application or device that relies on user profile data (e.g. HR, call accounting, and E-911 systems) is a candidate for a Unimax Professional Solution. Examples of Professional Solutions designed, developed, and implemented at our customer sites include self-service password reset and automated workflow solutions such as provisioning, voice mail list management, and voice system reporting. For more information about your Mailbox Manager upgrade, 2nd Nature, or Unimax s other unified voice administration products and services, please contact us at (800) or by at TellMeMore@unimax.com. Visit us online at to download product information, white papers, and more. PAGE 12

13 Unimax Systems Corporation 430 First Avenue North, Suite 790 Minneapolis, Minnesota Contact us: Phone: (800) Fax: (612) Unimax Systems Corporation. All rights reserved. This document is for informational purposes only. Specifications are subject to change without notice. Unimax Systems Corporation makes no warranties, express or implied, in this summary. 2nd Nature is a registered trademark of Unimax Systems Corporation. All other trademarks are the property of their respective owners.