BlackBerry Mobile Voice System. Version: 5.3. Administration Guide

Transcription

1 BlackBerry Mobile Voice System Version: 5.3 Administration Guide

2 Published: SWD

3 Contents 1 Overview Preparing to manage BlackBerry MVS user accounts Managing user accounts...9 Prerequisites: Adding BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS...9 Add BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS Prerequisites: Adding multiple BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS from a CSV file Add multiple BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS from a CSV file Change multiple BlackBerry MVS user accounts...13 Change a BlackBerry MVS user account Deactivate a BlackBerry MVS user account Delete BlackBerry MVS user accounts Managing BlackBerry MVS CAL keys in the BlackBerry MVS...15 Check the status of the BlackBerry MVS CAL keys in the BlackBerry MVS Add or delete a BlackBerry CAL key Managing classes of service...16 Create a class of service Change a class of service...18 Copy a class of service Delete a class of service Configure BlackBerry MVS Only Calling Managing templates Create a template Change a template...20 Delete a template Managing Voice over Wi-Fi Change the preferred voice network Permit users to change the default voice network Settings for the preferred voice network...23 Permit users to automatically move an active call between Voice over Mobile and Voice over Wi-Fi Permit a user to automatically move an active call between Voice over Mobile and Voice over Wi-Fi Restricting user access to Voice over Wi-Fi on Wi-Fi profiles Restrict user access to Voice over Wi-Fi on user-defined Wi-Fi profiles...26

4 8 Managing telephony connectors Create a telephony connector for communication with a PBX...27 Change a telephony connector Delete a telephony connector Managing voice mail connectors Create a voice mail connector Change a voice mail connector...29 Delete a voice mail connector Managing BlackBerry MVS Server instances and components Viewing the state of BlackBerry MVS Server instances and components...31 Add a BlackBerry MVS Server...33 Change a BlackBerry MVS Server or its components Delete a BlackBerry MVS Server Remove an MVS Data Manager from the BlackBerry MVS configuration Configure No Data Coverage calling BlackBerry MVS high availability Support for BlackBerry Enterprise Server and BlackBerry Enterprise Service 10 failover...40 How the BlackBerry MVS determines the availability of BlackBerry MVS components Create a high availability pair...41 Suspend high availability...42 Remove high availability Managing work numbers on BlackBerry devices Scheduling when BlackBerry MVS users receive calls to their work numbers on their BlackBerry devices Change when users can receive calls to the work number on the BlackBerry device Permit users to configure the days when they receive calls to the work number on their BlackBerry devices Managing default phone numbers on BlackBerry devices Change the default line for BlackBerry MVS calls Settings for the default line for outgoing calls...45 Permit users to change the default line for outgoing calls Changing display names of work numbers Change the display name of the work number Permit users to change display names of work numbers Managing caller restrictions Configure caller restrictions Permit users to change caller restrictions...47 Managing call transferring...48 Permit users to transfer calls Permit users to move calls Managing call direction... 49

5 Configure the call direction of incoming calls...49 Configure the call direction of outgoing calls Managing call forwarding Permit users to forward calls Managing voice mail Configure the message waiting indicator for unsolicited voice mail Configure the message waiting indicator for solicited voice mail Preparing to manage BlackBerry MVS administrator accounts and administrative roles Managing administrator accounts and administrative roles...54 Create an administrative role...54 Change an administrative role Delete an administrative role Create an administrator account Change an administrator account...55 Delete an administrator account Best practice: Running the BlackBerry MVS Configuration Panel Reset the BlackBerry MVS password Managing phone number translation...58 Configure phone number normalization...58 Add a location to the phone number translation list Viewing call details View call details View disconnected call details...61 View BlackBerry MVS call forward events Managing log files...63 Types of information found in the BlackBerry MVS log files...63 Best practice: Running the BlackBerry MVS Configuration Panel Changing the location of log files...64 Change the location where BlackBerry MVS stores log files...64 Store all log files in one folder...65 Changing how the BlackBerry MVS creates log files Add a prefix to the file names of all log files...65 Configure the size of the debug log file Change the log level Log levels Change the identifier for a log file Prevent the BlackBerry MVS from creating a daily log file Set a maximum age for a log file Managing database authentication methods... 68

6 Configure Windows authentication Configure SQL authentication Troubleshooting A user cannot provision a BlackBerry MVS Client on the BlackBerry MVS Server...69 A user cannot register the BlackBerry MVS Client with the BlackBerry MVS...71 A user cannot make a call using the work number on a BlackBerry device Users do not receive BlackBerry MVS calls on their BlackBerry devices...76 A user cannot transfer a call Removing the BlackBerry MVS software Remove the BlackBerry MVS software Glossary Provide feedback Legal notice...83

7 Overview Overview 1 The BlackBerry Mobile Voice System integrates your organization's PBX environment with the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 to extend desk phone features to BlackBerry devices. The BlackBerry MVS is designed to do the following: Integrate with the phone application on BlackBerry devices so that users can make calls from and receive calls to your organization's work numbers. Extend commonly used PBX features that are available from users' desk phones to their BlackBerry devices. Provide simplified access to your organization s voice mail system. Provide Voice over Wi-Fi access to desk phone features for users of Wi-Fi enabled BlackBerry devices. Extend the security features of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 to authenticate BlackBerry device users to the BlackBerry MVS and your organization's PBX environment. Permit you to manage the BlackBerry MVS from a single web administration console. Incorporate the use of templates and classes of service to manage users' access to their work numbers and phone features. Permit you to configure the BlackBerry MVS to support high availability to help enhance the consistency and reliability of your organization's BlackBerry MVS implementation. 7

8 Preparing to manage BlackBerry MVS user accounts Preparing to manage BlackBerry MVS user accounts 2 Record the appropriate values for your reference when you are adding users. Item Value User name Mobile number of the user account (not required if the user is already activated against a BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 and is using a BlackBerry device that uses a SIM card) Extension number of the user account Desk number of the user account Direct dial number of the user account Name of the template that you configured Name of the class of service that you configured Name of the BlackBerry MVS Server that you configured Name of the telephony connector that you configured Name of the voice mail connector that you configured (if applicable) Related information Managing user accounts,9 8

9 Managing user accounts Managing user accounts 3 Related information Managing templates,20 Managing classes of service,16 Managing work numbers on BlackBerry devices,43 Managing default phone numbers on BlackBerry devices,44 Prerequisites: Adding BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS Verify that the BlackBerry devices are activated for existing users. In the PBX, verify that the users' Directory Numbers match the value that you type in the Extension Number field. The field can start with the plus sign (+), and can contain an asterisk (*) and a hash tag (#). The Extension Number field cannot contain the following non-numeric special characters: period (.), at sign (@), dollar sign ($), and percent sign (%). If you use E.164 extensions for your organization s BlackBerry MVS user accounts, you must set the Location dropdown list in the Telephony Connector page that is associated with the user accounts to the null value. If you leave the Location drop-down list set to the location of your PBX, for example United States, the BlackBerry MVS will remove the plus sign (+) from any E.164 extension and cause conflicts between phone number translation and BlackBerry MVS call routing. You must also make sure that you configure E.164 compliant translations and route patterns on the PBX to ensure that proper call routing occurs. 9

10 Managing user accounts Add BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS 1. In the MVS Console, in the left pane, expand Users. 2. Click Add. 3. To see all available BlackBerry Enterprise Server user accounts, click Search. 4. In the Template drop-down list, click a template. 5. In the Class Of Service drop-down list, click a class of service. 6. In the MVS Server drop-down list, click a server. 7. In the Telephony Connector drop-down list, click a telephony connector. 8. In the Voice Mail Connector drop-down list, click a voice mail connector. 9. Select the check box beside each BlackBerry Enterprise Server user account that you want to add. 10. If necessary, configure the settings for the BlackBerry Enterprise Server user accounts that you selected. Fields that are marked with an asterisk (*) are required. 11. Click Add MVS User(s). Prerequisites: Adding multiple BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS from a CSV file You can add BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry Mobile Voice System from a CSV file that you generate from your organization's BlackBerry Enterprise Server or BlackBerry Enterprise Service

11 Managing user accounts Verify that the BlackBerry devices are activated. In the PBX, verify that the users' Directory Numbers match the value that you type in the Extension Number field of the MVS Console. The field can start with the plus sign (+), and can contain an asterisk (*) and a hash tag (#). The Extension Number field cannot contain the following non-numeric special characters: period (.), at sign (@), dollar sign ($), and percent sign (%). If you use E.164 extensions for your organization's BlackBerry MVS user accounts, you must set the Location dropdown list in the Telephony Connector page that is associated with the user accounts to the null value. If you leave the Location drop-down list set to the location of your PBX, for example United States, the BlackBerry MVS will remove the plus sign (+) from any E.164 extension and cause conflicts between phone number translation and BlackBerry MVS call routing. You must also make sure that you configure E.164 compliant translations and route patterns on the PBX to ensure proper call routing occurs. If you choose a Telephony Connector that is associated with a Cisco Unified Communications Manager 7.0 or later, in the PBX verify that the users' Device Names match the value that you type in the Device Name field in the Edit User page. The Device Name field can accept 1 to 15 characters made up of alphanumeric characters, including a-z, A-Z, 0-9, period (.), hyphen (-), and underscore (_). The BlackBerry MVS uses the Device Name field to register the BlackBerry MVS Client to the Cisco Unified Communications Manager. Verify that you saved a list of BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts in a CSV file on your computer. For more information about saving a CSV file, refer to the BlackBerry Enterprise Server Administration Guide or BlackBerry Device Service Administration Guide for your server. The columns in the CSV file must match the columns of user information in the MVS Console. The column titles are User Name, Mobile, Extension, Device Name, Desk, Direct Dial, Telephony Connector User ID, Telephony Connector Password, Voice Mail User ID, and Voice Mail Password. An example of a correctly formatted row in a CSV file is: Angela Van Daele, ,123,AVD_Device, , ,1234,4321,789,987 If the user names in the CSV file are in a format such as Van Daele, Angela, you must surround the entire name with quotation marks ("Van Daele, Angela"). The CSV file must have, at a minimum, a column for the names of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 users. An example of a CSV file with only a User Name is: Angela Van Daele,,,,,,,,, 11

12 Managing user accounts Add multiple BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts to the BlackBerry MVS from a CSV file 1. In the MVS Console, in the left pane, expand Users. 2. Click Import. 3. In the BlackBerry Enterprise Server drop-down list, click a server. 4. Click Browse. 5. Click the CSV file. 6. Click Open. 7. Click Import File. 8. In the Template drop-down list, click a template. 9. In the Class Of Service drop-down list, click a class of service. 10. In the MVS Server drop-down list, click a server. 11. In the Telephony Connector drop-down list, click a telephony connector. 12. In the Voice Mail Connector drop-down list, click a voice mail connector. 13. Select the check box beside each BlackBerry Enterprise Server user account that you want to add. 14. If necessary, configure the settings for the BlackBerry Enterprise Server user accounts that you selected. Fields that are marked with an asterisk (*) are required. 15. Click Add MVS User(s). 12

13 Managing user accounts Change multiple BlackBerry MVS user accounts After you change settings for BlackBerry Mobile Voice System user accounts, the BlackBerry MVS updates the affected BlackBerry devices. 1. In the MVS Console, in the left pane, expand Users. 3. Select the check box beside each user account that you want to change. 4. Click Change MVS User Settings. 5. Change the appropriate settings. 6. Click Review Changes. 7. Click Save. Change a BlackBerry MVS user account After you change settings for a BlackBerry Mobile Voice System user account, the BlackBerry MVS updates the affected BlackBerry device. 1. In the MVS Console, in the left pane, expand Users. 3. Click the user account. 4. Change the settings for the user account. 5. Click Save. 13

14 Managing user accounts Deactivate a BlackBerry MVS user account After you deactivate a BlackBerry Mobile Voice System user account, the user cannot access the BlackBerry MVS Client on a BlackBerry device. 1. In the MVS Console, in the left pane, expand Users. 3. Click the user account. 4. On the General tab, in the MVS Service drop-down list, click Disabled. 5. Click Save. After you finish: You can reactivate the user account from the MVS Console. Delete BlackBerry MVS user accounts When you delete BlackBerry Mobile Voice System user accounts, the BlackBerry MVS does not delete the associated BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 user accounts. If you delete a BlackBerry MVS user account while the user is on an active call, the call is dropped. 1. In the MVS Console, in the left pane, expand Users. 3. Select the check box beside each user account that you want to delete. 4. Click Remove MVS Users. 5. Click OK. 14

15 Managing BlackBerry MVS CAL keys in the BlackBerry MVS Managing BlackBerry MVS CAL keys in the BlackBerry MVS 4 The BlackBerry Mobile Voice System uses BlackBerry MVS CAL keys to track how many users can access the BlackBerry MVS. If the number of users exceeds the number of keys that are available, a warning message appears on the MVS Console indicating that you require additional keys. You must use the BlackBerry Administration Service to add more keys. Check the status of the BlackBerry MVS CAL keys in the BlackBerry MVS 1. Log in to the BlackBerry Mobile Voice System. 2. In the MVS Console, in the left pane, under the System Configuration menu, click Licensing. Add or delete a BlackBerry CAL key 1. In the BlackBerry Device Service console, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view. 2. Click BlackBerry Administration Service. 3. Click Edit component. 4. In the Mobile Voice Service licensing key section, perform one of the following actions: To add a BlackBerry CAL key, type the information for the BlackBerry CAL key. Click the Add icon. To delete a BlackBerry CAL key, click the Delete icon. 5. Click Save all. 15

16 Managing classes of service Managing classes of service 5 You can use classes of service to permit users to configure the BlackBerry MVS Client on their BlackBerry devices. A class of service defines the values for all administration fields that are not specific to a BlackBerry Mobile Voice System user account. There are separate classes of service for BlackBerry Enterprise Service 10 and BlackBerry Enterprise Server. Depending on the type of BlackBerry Device Software that you are running on your organization's devices, users will have different features available to use. You can use classes of service to permit users to perform the following actions: BlackBerry Device Software BlackBerry 6.x and BlackBerry 7.x Feature Transfer Move calls to their desk numbers Move calls from their desk phones to their BlackBerry device Move calls to their mobile numbers Move calls to one-time numbers Manually move calls from Voice over Wi-Fi to Voice over Mobile Manually move calls from Voice over Mobile to Voice over Wi-Fi Add participants to an active call. Users must be associated with a Cisco Unified Communications Manager 7.1 or later PBX before they can add participants to an active call Device can initiate automatic handoff between Voice over Wi-Fi and Voice over Mobile Set their mobile numbers from their devices Forward incoming BlackBerry MVS calls to an internal extension or another phone Allow the device to use the no data coverage number to make calls when the network is experiencing congestion Use only the BlackBerry MVS line for making and taking calls Define the starting RTP port number that the device uses when making Voice over Wi-Fii calls and also define the preferred order of codecs when making the Voice over Wi-Fi calls Change the mobile number Change the call move to desk number Change the work line label 16

17 Managing classes of service BlackBerry Device Software Feature Change the default line for outgoing calls Change the outgoing call setup sound Change the number that users call to access voice mail Change caller restrictions Change the default network (Wi-Fi or mobile) that users use for work calls Change the automatic handoff method Enable or disable automatic handoff You can configure actions in a class of service as follows: Control access to Voice over Wi-Fi calling for pushed Wi-Fi profiles and user-defined Wi-Fi profiles on the Class of Service screen Configure the call direction for incoming calls and outgoing calls. You can specify whether calls are initiated by the PBX or by the devices. Turn off BlackBerry MVS Only Calling based on call direction in combination with roaming Ignore the caller identification number of the calling party in PBX-initiated calls. During normal call setup some wireless networks might alter the caller identification number. If the BlackBerry MVS Client does not recognize the number the BlackBerry MVS Client rejects the call. To avoid this, you can permit the BlackBerry MVS Client to ignore the number. When you do this, the BlackBerry MVS Client accepts the call. Even if you have not enabled this feature, when the BlackBerry MVS Client detects that the user is roaming, and the user receives a call that has an altered caller identification number, the BlackBerry MVS Client will still accept the call. Related information Managing templates,20 Managing Voice over Wi-Fi,22 Create a class of service 1. In the MVS Console, in the left pane, expand Class Of Service. 2. Click Add. 3. In the Class of Service Name field, type a name for the class of service. 4. Configure the settings for your organization's users. 5. Click Save. 17

18 Managing classes of service Change a class of service After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that you assigned the class of service to. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. Edit the settings for your organization's users. 5. Click Save. 6. Click OK. Copy a class of service You can create a class of service based on an existing class of service. You can then change the values for the class of service that you created so that it meets your organization's needs. You can also use a copy of a class of service to return an existing class of service to its default settings. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click Copy beside the class of service that you want to copy. 4. In the Class of Service Name field, type a name for the class of service. 5. Configure the settings for your organization's users. 6. Click Save. Delete a class of service You cannot delete a class of service if it is assigned to a BlackBerry Mobile Voice System user account. 18

19 Managing classes of service 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click Delete beside the class of service that you want to delete. 4. Click OK. Configure BlackBerry MVS Only Calling You can configure your organization's user accounts so that they can use only the BlackBerry MVS line and not the phone number that is provided by the wireless service provider so that no calls bypass the voice recording solution. Note: When you configure your organization s users for BlackBerry MVS Only Calling, you must also configure a length of time that inbound calls are permitted on the mobile line so that emergency services personnel can contact a user who makes an emergency call. You can permit inbound calls on the mobile line from 0 to 2880 minutes. Before you begin: You must also type a phone number in the No Data Coverage Number field on the BlackBerry MVS Server page in the MVS Console. During times of network congestion, if an outgoing call takes too long to initiate, the BlackBerry device will use the no data coverage number to initiate the call. The no data coverage number must be unique and dedicated to the BlackBerry Mobile Voice System. The no data coverage number must also be different than the number that you use for the Telephony Connector DID/DDI Number and the number that you use for the PBX Initiated Calling Caller Identification Number. 1. In the MVS Console, in the left pane, expand Class of Service. 3. Click a class of service. 4. In the BlackBerry MVS Only Calling section, select the Restrict calls to use only the BlackBerry MVS Line check box. 5. In the After placing an Emergency Call, allow incoming calls to the Mobile line for a duration of (in minutes) field, type a number. You can permit inbound calls on the mobile line from 0 to 2880 minutes. 6. Optionally, in the BlackBerry MVS Only Calling section, select a check box to turn off BlackBerry MVS Only Calling for incoming or outgoing calls when a user is roaming or not roaming. 7. Click Save. 19

20 Managing templates Managing templates 6 You can use templates to assign a default configuration to a new user account. When you assign a template to a new user account, the BlackBerry Mobile Voice System assigns the template settings to the user account. You can change the user account, if necessary. Templates are applied to new user accounts only when the user accounts are created. Any subsequent changes to a template do not affect existing users accounts or BlackBerry devices. Related information Managing work numbers on BlackBerry devices,43 Managing default phone numbers on BlackBerry devices,44 Managing Voice over Wi-Fi,22 Managing classes of service,16 Create a template You must plan your template carefully. The BlackBerry Mobile Voice System does not apply future template changes to user accounts that already have the template applied to them. 1. In the MVS Console, in the left pane, expand Templates. 2. Click Add. 3. In the Template Name field, type a name for the template. 4. Perform one of the following actions: To create a template without configuring any settings, click Save. Configure the settings for your organization's users. Click Save. Change a template When you change a template, the BlackBerry Mobile Voice System does not update user accounts that you configured using the template. Only new user accounts that you configure using the template reflect the changes. 20

21 Managing templates 1. In the MVS Console, in the left pane, expand Templates. 3. Click a template. 4. Change the template settings. 5. Click Save. Delete a template 1. In the MVS Console, in the left pane, expand Templates. 3. Click Delete beside the template that you want to delete. 4. Click OK. 21

22 Managing Voice over Wi-Fi Managing Voice over Wi-Fi 7 The BlackBerry Mobile Voice System is designed to provide cost-effective Voice over Wi-Fi access to desk phone features for users of Wi-Fi enabled BlackBerry devices. Related information Managing templates,20 Managing classes of service,16 Change the preferred voice network 1. In the MVS Console, in the left pane, expand Users. 3. Click Search. 4. Click a user account. 5. On the Settings tab, in the BlackBerry MVS Line Configuration section, in the Default network for BlackBerry MVS calls drop-down list, click a setting. The default setting is Wi-Fi. 6. In the When Wi-Fi is unavailable, use Mobile drop-down list or When Mobile is unavailable, use Wi-Fi drop-down list, click Yes or No. 7. Click Save. Permit users to change the default voice network After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are associated with the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 22

23 Managing Voice over Wi-Fi 3. Click a class of service. 4. In the User Edit Control section, select the User may change the default network for BlackBerry MVS calls check box. 5. Click Save. Settings for the preferred voice network Setting Default line for outgoing calls Description This setting specifies the line that your organization's users use for making outgoing BlackBerry Mobile Voice System calls. The following settings are available. BlackBerry MVS Line: The BlackBerry MVS uses the work line to make outgoing calls. Mobile Line: The BlackBerry MVS uses the mobile line to make outgoing calls. Last selected: The BlackBerry MVS uses the line that was used to make the last outgoing call to make the next outgoing call. When the BlackBerry MVS Line is unavailable use the Mobile Line This setting appears when you select BlackBerry MVS Line or Last Selected as the default line for making outgoing calls. This setting specifies whether BlackBerry MVS users can use the mobile network when the BlackBerry MVS Line is not available. The following settings are available: Always: The BlackBerry MVS uses the mobile line to make outgoing calls if the BlackBerry MVS line is unavailable. Ask: The BlackBerry MVS prompts the user to use the mobile line to make outgoing calls if the BlackBerry MVS line is unavailable. Never: The BlackBerry MVS does not use the mobile line to make outgoing calls. Default network for BlackBerry MVS calls When Wi-Fi is unavailable, use Mobile This setting specifies whether the default voice network for BlackBerry MVS is Wi-Fi or Mobile. This setting appears when you select Wi-Fi as the default network for work calls. This setting specifies whether BlackBerry MVS users can use the mobile network when Wi-Fi is not available. The following settings are available: Yes: When a user is connected to a Wi-Fi network, the BlackBerry MVS uses Voice over Wi-Fi to make and receive work calls; however, the user can use the work number 23

24 Managing Voice over Wi-Fi Setting Description regardless of Wi-Fi network availability. When the user is outside a Wi-Fi coverage area, the BlackBerry MVS uses Voice over Mobile. No: A user must be connected to a Wi-Fi network to use the work number. When Mobile is unavailable, use Wi-Fi This setting appears when you select Mobile as the default network for work calls. This setting specifies whether BlackBerry MVS users can use Wi-Fi when the mobile network is not available. The following settings are available: Yes: The BlackBerry MVS uses Voice over Mobile for work calls, even if a user is connected to a Wi-Fi network. The user can move calls to Voice over Wi-Fi manually if the user is connected to a Wi-Fi network. No: The BlackBerry MVS uses only Voice over Mobile for work calls. A user cannot use Voice over Wi-Fi for work calls. Network Handoff This setting specifies the type of network handoff. There are three settings: Automatic handoff with user notification Automatic handoff with user prompt Automatic handoff is not available Permit users to automatically move an active call between Voice over Mobile and Voice over Wi-Fi Templates are applied to new user accounts only when the user accounts are created. Any subsequent changes to a template do not affect existing users accounts or BlackBerry devices. 1. In the MVS Console, in the left pane, expand Templates. 3. Click a template. 4. In the BlackBerry MVS Line Configuration section, in the Network Handoff drop-down list, click Automatic handoff with user prompt or Automatic Handoff with user notification. 5. Click Save. 24

25 Managing Voice over Wi-Fi 6. In the left pane, expand Class Of Service and click Manage. 7. Click a class of service. 8. Select the Device can initiate automatic handoffs between Voice over Wi-Fi and Voice over Mobile check box. 9. In the User Edit Control section, select User may select the automatic handoff method and User may enable and disable automatic handoff. 10. Click Save. 11. Click OK. Permit a user to automatically move an active call between Voice over Mobile and Voice over Wi-Fi 1. In the MVS Console, in the left pane, expand Users. 3. Click a user account. 4. On the Settings tab, in the BlackBerry MVS Line Configuration section, in the Network Handoff drop-down list, click a setting. 5. On the Class Of Service tab, in Class of Service Name drop-down list, select a class of service that has the Device can initiate automatic handoffs between Voice over Wi-Fi and Voice over Mobile option enabled. 6. In the User Edit Control section, select User may select the automatic handoff method and User may enable and disable automatic handoff. 7. Click Save. 8. Click OK. 25

26 Managing Voice over Wi-Fi Restricting user access to Voice over Wi-Fi on Wi-Fi profiles You can send Wi-Fi profiles from the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10, or users can create their own Wi-Fi profiles on their BlackBerry devices. You can restrict user access to Voice over Wi-Fi on Wi-Fi profiles that you send or on Wi-Fi profiles that users define. Restrict user access to Voice over Wi-Fi on userdefined Wi-Fi profiles You can restrict access to Voice over Wi-Fi and work numbers on user-defined Wi-Fi profiles. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the Wi-Fi Profile Control section, clear the Allow Voice over Wi-Fi calling on user created Wi-Fi profiles check box. 5. Click Save. 26

27 Managing telephony connectors Managing telephony connectors 8 Create a telephony connector for communication with a PBX 1. In the MVS Console, in the left pane, expand Telephony Connectors. 2. Click Add. 3. In the Display Name field, type a name for the telephony connector. 4. In the Type list, click the type of telephony connector that your organization uses. 5. In the IP Address field, type the IP address of your organization's telephony connector. 6. In the Line Port field, type the UDP port number that the PBX uses for SIP communications that are made on behalf of a specific telephone extension within your organization. This field only appears for some PBX types. 7. In the Trunk Port field, type the UDP port number that the PBX uses for general SIP communications. 8. In the Host Name field, type the host name or FQDN of the PBX. The default host name is the IP address. 9. In the Registration Timeout field, type a time, in seconds, for how frequently BlackBerry devices register with the PBX. 10. Select Early Media Negotiation if your organization's telephony infrastructure requires early media negotiation. For more information, refer to the online help. 11. In the PBX Initiated Calling section, in the Number field, type an ANI number for the PBX. Click Add. 12. In the Optional ANI numbers available for identifying BlackBerry MVS calls section, type any optional ANI numbers that the BlackBerry MVS Client can use to identify incoming BlackBerry MVS calls. 13. In the Location list, click the location of your organization's telephony connector if this feature is required. The Location feature provides phone number normalization. The feature translates the globally unique E.164 number starting with a "+" to a locally significant number based on the location you select from the list. Normalization is applied to the called number of outgoing external calls that start with a plus sign. Use this feature when your organization's PBX does not support the plus sign or add the prefixes automatically. 27

28 Managing telephony connectors 14. Click Save. Change a telephony connector 1. In the MVS Console, in the left pane, expand Telephony Connectors. 3. Click the telephony connector that you want to change. 4. Change the settings for the telephony connector. 5. Click Save. Delete a telephony connector You cannot delete a telephony connector that is associated with a user account, a template, or an MVS Session Manager. 1. In the MVS Console, in the left pane, expand Telephony Connectors. 3. Click Delete beside the telephony connector that you want to delete. 4. Click OK. 28

29 Managing voice mail connectors Managing voice mail connectors 9 Create a voice mail connector You can integrate the BlackBerry Mobile Voice System with your organization's voice mail system to provide BlackBerry device users with access to the voice mail messages for their work numbers. 1. In the MVS Console, in the left pane, expand Voice Mail Connectors. 2. Click Add. 3. In the Display Name field, type a name for the voice mail connector. 4. In the IP Address field, type the IP address of your organization's voice mail server. 5. In the Registrar Name field, type the FQDN or IP address of your organization's voice mail server. The default registrar name is the IP address. 6. In the Port field, type a port number that the BlackBerry MVS and your organization's voice mail server use for SIP communication. 7. In the Subscription Timeout field, type the a length of time, in seconds, before the registration session expires. 8. Click Save. Change a voice mail connector 1. In the MVS Console, in the left pane, expand Voice Mail Connectors. 3. Click the voice mail connector that you want to change. 4. Change the settings for the voice mail connector. 5. Click Save. 29

30 Managing voice mail connectors Delete a voice mail connector You cannot delete a voice mail connector that is associated with a user account. 1. In the MVS Console, in the left pane, expand Voice Mail Connector. 3. Click Delete beside the voice mail connector that you want to delete. 4. Click OK. 30

31 Managing BlackBerry MVS Server instances and components Managing BlackBerry MVS Server instances and components 10 You use the Dashboard, the Servers pane, and the Components pane of the MVS Console to manage your organization's BlackBerry MVS Server instances and their components. Management activities include: Viewing the status of BlackBerry MVS Server instances and components Adding a BlackBerry MVS Server Changing a BlackBerry MVS Server Deleting a BlackBerry MVS Server Creating a high availability pair Suspending high availability Removing high availability Removing an MVS Data Manager from the BlackBerry Mobile Voice System configuration Viewing the state of BlackBerry MVS Server instances and components The MVS Console provides three panes that show the state of your BlackBerry MVS Server instances and their components: Dashboard Server View Components View Dashboard: On the Dashboard, every BlackBerry MVS Server in the Enterprise Mobility Management domain is represented by a table. High availability pairs are grouped together. Each table shows the status and health of all BlackBerry Mobile Voice System components in the BlackBerry MVS configuration. Components report their status and health every 10 seconds. 31

32 Managing BlackBerry MVS Server instances and components Dashboard Column Description Status Active (providing service) Standby (available for service, not active) Offline (not available for service) Unknown: the MVS Console is not receiving messages from any MVS Event Manager instances A component's status is Standby if it is part of a high availability pair and it is the standby component. This status only applies to the MVS Session Manager, and the MVS BlackBerry Enterprise Server Connector. A component's status is Offline if it is part of a high availability pair and it has been taken offline. In this case, all components of the BlackBerry MVS Server are offline. Health Green check mark: healthy, able to provide service Red X: unhealthy, unable to provide service Unknown: the MVS Console is not receiving messages from any MVS Event Manager instances For example, if the Windows Service for the component is not running, there is a red X. Active Since Timestamp indicating the most recent time when the component became active If the field reads Unknown, then the MVS Console is not receiving messages from any MVS Event Manager instances. Server View: The Server View lists all of the BlackBerry MVS Server instances in the Enterprise Mobility Management domain and shows the configuration status of each component. By default, all components of a given BlackBerry MVS Server are in the BlackBerry MVS configuration after a BlackBerry MVS Server is installed. Yes indicates that the component is in the BlackBerry MVS configuration. No indicates that the component has been removed from the BlackBerry MVS configuration. To remove a component from the BlackBerry MVS configuration, you select No from the Configured drop-down menu for the component on the Edit Server pane of the MVS Console. If you remove a component from the BlackBerry MVS configuration, the component is not listed in the Dashboard. Components View: The Components View provides a table for each type of BlackBerry MVS component. All components in the Enterprise Mobility Management domain are listed. The IP address (where applicable) and port information of each component are displayed. 32

33 Managing BlackBerry MVS Server instances and components Add a BlackBerry MVS Server After you have installed a BlackBerry MVS Server, all BlackBerry MVS Server Windows services are running (unless you manually chose to not start the services when you installed the BlackBerry MVS Server). To complete the configuration, use the MVS Console to add the BlackBerry MVS Server. 1. In the MVS Console, in the left pane under Servers and Components, expand MVS Topology. 2. Click Server View. 3. Click Add MVS server. 4. In the Instance Name field, type the instance name that was specified when the BlackBerry MVS Server was installed. This is the name that was provided during installation as the BlackBerry MVS Host Instance Name. In the default installation, it is the host name of the computer where the BlackBerry MVS Server is installed. 5. In the IP Address field, type the IP address that was specified when the BlackBerry MVS Server was installed. This is the IP address that was provided during installation as the MVS Data Manager Hostname or IP. In the default installation, it is the IP address of the computer where the BlackBerry MVS Server is installed. 6. In the FMC Phone section, in the Configured drop-down menu, ensure that Yes is selected. 7. In the SIP IP Address field, type the IP address that the FMC Phone uses to bind the SIP trunk and SIP line. 8. In the Line Port field, type the UDP port number that the FMC Phone uses for SIP communications that are made on behalf of a specific telephone extension within your organization. The FMC Phone only uses the Line Port with some PBX types. The default value is In the Trunk Port field, type the UDP port number that the FMC Phone uses for general SIP communications. The default value is To use BlackBerry device initiated calling, in the DID/DDI number field beside the corresponding telephony connector, type the phone number that the BlackBerry device uses to call the PBX. The phone number must conform to E.164 specifications and include a leading plus sign (+). The number must be unique to this FMC Phone instance. 11. In the Event Manager section, in the Configured drop-down menu, ensure that Yes is selected. 12. In the Listen Port field, type the port number that the MVS Event Manager listens on for events from other BlackBerry MVS components. The default value is To disable notification, clear the Enable Event Notifications check box. When the Enable Event Notifications is enabled (that is, you do not clear the check box), the MVS Event Manager sends event messages from BlackBerry MVS components to the address that is specified in the "To" Address field. 14. If notification is enabled, complete the SMTP Server, SMTP Port, "To" Address, and "From" Address fields. 33

34 Managing BlackBerry MVS Server instances and components 15. If your organization's SMTP Server requires authentication information, select the Does the BlackBerry MVS require SMTP authentication to send authentications? check box and complete the SMTP Username, SMTP Password, and Confirm SMTP Password fields. 16. In the BlackBerry Enterprise Server Connector section, in the Configured drop-down menu, ensure that Yes is selected. 17. In the Listen Port field, type the port number that the MVS BlackBerry Enterprise Server Connector listens on for requests to send and receive messages to and from a BlackBerry device. The default value is To specify the BlackBerry Enterprise Server that you want to associate with the MVS BlackBerry Enterprise Server Connector, select the Associated check box. 19. To change the communication password, click Change the communication password that the BlackBerry MVS uses, then type and confirm the new password. Communications between the MVS BlackBerry Enterprise Server Connector and the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 are password-protected using the BlackBerry Enterprise Server communication password. If you change the communication password on the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10, you must change it here also. 20. In the Data Manager section, in the Configured drop-down menu, ensure that Yes is selected. 21. In the Listen Port field, type the port number that the MVS Data Manager listens on for requests to retrieve information from the database. The default value is In the Witness Server section, in the Configured drop-down menu, ensure that Yes is selected. 23. In the Listen Port field, type the port number that the MVS Witness Server listens on for health reports from the active MVS Session Manager and MVS BlackBerry Enterprise Server Connector. The default value is Click Save. Change a BlackBerry MVS Server or its components 1. Log in to a computer where a BlackBerry MVS Server is installed. 2. Open the MVS Console and on the Dashboard, click the host name of the Server that you want to change. 3. Change the BlackBerry MVS Server settings to meet your new requirements. If the BlackBerry MVS Server is in a high availability pair, you must remove high availability before you can change the instance name or IP address of the BlackBerry MVS Server, or remove the MVS FMC Phone or the MVS BlackBerry Enterprise Server Connector from the BlackBerry MVS configuration. 4. To remove a BlackBerry MVS component from the BlackBerry MVS configuration, select No from the Configured drop-down menu for the component that you want to remove. 34

35 Managing BlackBerry MVS Server instances and components If you remove a component from the BlackBerry MVS configuration, a best practice is to disable the corresponding Windows service. In the case of the MVS Session Manager, only disable the MVS Session Manager service if you are removing both the MVS FMC Phone and the MVS Event Manager. BlackBerry MVS component MVS FMC Phone MVS Event Manager MVS BlackBerry Enterprise Server Connector MVS Data Manager MVS Witness Server Windows service MVS Session Manager MVS Session Manager MVS BlackBerry Enterprise Server Connector MVS Data Manager MVS Witness Server 5. To add a BlackBerry MVS component to the BlackBerry MVS configuration, select Yes from the Configured dropdown menu for the component that you want to add. A best practice is to verify that the corresponding Windows service is enabled. 6. Click Save. Delete a BlackBerry MVS Server There are three options for deleting a BlackBerry MVS Server: Option Delete a standalone BlackBerry MVS Server and discontinue BlackBerry MVS service for the users that are assigned to the BlackBerry Mobile Voice System. Delete a standalone BlackBerry MVS Server and continue to provide BlackBerry MVS service to the users that are assigned to the BlackBerry MVS Server. Delete a BlackBerry MVS Server that is part of a high availability pair. Description This is the only option available if there is only one BlackBerry MVS Server in your Enterprise Mobility Management domain. You must remove all of the users from the BlackBerry MVS Server before you delete the BlackBerry MVS Server. Start at step 1. You must have at least two BlackBerry MVS Server instances in your Enterprise Mobility Management domain. Before you delete the BlackBerry MVS Server, you must move all of the users that are assigned to it to another BlackBerry MVS Server. Start at step 8. Start at step

36 Managing BlackBerry MVS Server instances and components Note: BlackBerry MVS users cannot make or take new calls and some mid-call features may not work until the transition from one BlackBerry MVS Server to another is complete. This can take several minutes, depending on the number of users. 1. In the MVS Console, in the left pane, expand Users. 3. On the MVS Server menu, click the BlackBerry MVS Server that you want to delete. The MVS Server menu is not displayed when you have only one BlackBerry MVS Server in your Enterprise Mobility Management domain. 4. To find the users that you want to remove from the BlackBerry MVS Server, click Search. 5. In the table of users, to select the users that you want to remove, select the check box beside User Name. 6. Click Remove MVS Users. 7. If you have only one BlackBerry MVS Server in your Enterprise Mobility Management domain, go to step In the MVS Console, in the left pane under Servers and Components, expand MVS Topology. 9. Click Server View. 10. Click the Instance Name of the BlackBerry MVS Server that you want to delete. 11. In the BlackBerry Enterprise Server Connector section, clear the check boxes beside all of the associated BlackBerry Enterprise Server instances. 12. Click OK. 13. Click Save. 14. In the left pane, click Server View. 15. Select the Instance Name of a BlackBerry MVS Server with which you want to associate one or more of the BlackBerry Enterprise Server instances that you disassociated from the BlackBerry MVS Server that you want to delete. 16. In the BlackBerry Enterprise Server Connector section, select the check box beside the Instance Name of each BlackBerry Enterprise Server that you want to associate with the MVS BlackBerry Enterprise Server Connector. 17. Click Save. 18. Repeat steps 14 to 17 until all disassociated BlackBerry Enterprise Server instances are associated with another MVS BlackBerry Enterprise Server Connector. 19. If you have already removed the users from the BlackBerry MVS Server that you want to delete, go to step In the MVS Console, in the left pane, expand Users. 21. Click Manage. 22. On the MVS Server menu, click the BlackBerry MVS Server that you want to delete. 23. To find the users that you want to delete, click Search. 24. In the table of users, to select the users that you want to remove, select the check box beside User Name. 25. Click Change MVS User Settings. 36

37 Managing BlackBerry MVS Server instances and components 26. On the MVS Server menu, click another server. 27. Click Review Changes to verify the changes. 28. Click Save. 29. In the MVS Console, in the left pane under Servers and Components, expand MVS Topology. 30. Click Server View. 31. Beside the BlackBerry MVS Server that you want to delete, click Delete. 32. Click OK. Remove an MVS Data Manager from the BlackBerry MVS configuration Before you begin: You must have at least one other MVS Data Manager configured in the Enterprise Mobility Management domain. 1. Log in to a computer where a BlackBerry MVS Server is installed using the same credentials used to install BlackBerry MVS. 2. On the taskbar, navigate to Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. If you are running the BlackBerry MVS Configuration Panel on a Windows Server 2008, right-click BlackBerry MVS Configuration and click Run as administrator. 3. On the Connectivity tab, verify that at least one other MVS Data Manager is listed. If there is, continue to step 5. If not, you need to configure another MVS Data Manager before proceeding. One way to do this is to install another BlackBerry MVS Server. Do not proceed beyond step 5 until another MVS Data Manager is configured. 4. Click Cancel. 5. Open the MVS Console and on the Dashboard, click the host name of the Server where the MVS Data Manager you want to remove is installed. 6. In the Edit MVS Server pane that opens, locate the Data Manager section. 7. In the Data Manager section, select No from the Configured menu. 8. Click Save. 9. In the Windows environment, disable the MVS Data Manager Windows service. The path might vary depending on the server version. For a Windows 2008 server, the path is Start > Administrative Tools > Computer Management > Services and Applications > Services. 37

38 Managing BlackBerry MVS Server instances and components Configure No Data Coverage calling You can configure a no data coverage number that the BlackBerry MVS Client uses to connect to the MVS Session Manager when the BlackBerry Mobile Voice System user is using a wireless network that is experiencing congestion. If you configure a no data coverage number, you must configure a corresponding DID/DDI number on your organization's PBX. 1. In the MVS Console, in the left pane, expand MVS Topology. 2. Click Server View. 3. Click the BlackBerry MVS Server that you want to configure No Data Coverage calling for. 4. In the No Data Coverage Number field, type a phone number that the BlackBerry MVS Client uses to connect to the MVS Session Manager when the BlackBerry MVS user is in an area with no data coverage. 5. Click Save. If your organization's BlackBerry MVS is configured for high availability, you must make sure that you use a unique no data number for each instance of the BlackBerry MVS Server. 38

39 BlackBerry MVS high availability BlackBerry MVS high availability 11 The BlackBerry Mobile Voice System high availability installation with a BlackBerry Enterprise Server is illustrated below. High availability ensures that there is no single point of failure of BlackBerry MVS components. To provide high availability: 1. Install two BlackBerry MVS Server instances. 2. Configure both BlackBerry MVS Server instances (through the MVS Console). 3. Use the MVS Console to configure a high availability association of one of the BlackBerry MVS Server instances with the other. The association creates a high availability pair. 39

40 BlackBerry MVS high availability High availability is achieved through active-active and active-standby models of redundancy. The following table summarizes the redundancy model for each BlackBerry MVS component: Component MVS Data Manager MVS Console MVS Witness Server MVS Event Manager MVS Session Manager (except MVS Event Manager) Model Active-active Active-active Active-active Active-active Active-standby MVS BlackBerry Enterprise Server Connector Active-standby In an active-standby model, you associate two BlackBerry MVS Server instances to form a high availability pair. When you associate two MVS Session Manager instances, one of the MVS Session Manager instances becomes active and the other standby, and one of the MVS BlackBerry Enterprise Server Connector instances becomes active and the other standby. The components themselves determine which one becomes active and which one standby. If the active component fails, the components and the MVS Witness Server manage the failover from the active component to the standby component. In an active-active model, both components are always active. If a component fails, the BlackBerry MVS automatically stops using that component. For example, because the MVS Data Manager instances use an active-active model, two MVS Data Manager instances provide redundancy for the high availability pair. By comparison, there must be one active and one standby MVS Session Manager for every high availability pair. Support for BlackBerry Enterprise Server and BlackBerry Enterprise Service 10 failover The BlackBerry Mobile Voice System supports BlackBerry Enterprise Server failover and BlackBerry Enterprise Service 10 failover. If any of your organization's users are on BlackBerry MVS calls when the active BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 stops responding, the calls remain active, but the users cannot use the features that are typically available to them during a call. The users also cannot send or receive a second call. While the active BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 fails over, the users cannot send or receive any BlackBerry MVS calls until the failover process completes. 40

41 BlackBerry MVS high availability How the BlackBerry MVS determines the availability of BlackBerry MVS components Active components report their status to an MVS Event Manager every ten seconds. An active component is considered unavailable if it reports that it is unable to provide service for 60 seconds, or if it fails to report its status for 60 seconds. Only two MVS Event Manager instances are required to support the high availability pair because the MVS Event Manager instances use an active-active redundancy model. The status of all components in the Enterprise Mobility Management domain is shown on the MVS Console Dashboard. In a high availability environment, the MVS Witness Server instances monitor the status of all MVS Session Manager instances and all MVS BlackBerry Enterprise Server Connector instances in the Enterprise Mobility Management domain. If an active MVS Session Manager or MVS BlackBerry Enterprise Server Connector component becomes unavailable, an MVS Witness Server facilitates the failover of service to the standby component. During failover, active calls are not affected but BlackBerry Mobile Voice System users cannot use the features that are typically available to them during a call. The users also cannot send or receive a second call. In addition to this automatic process, you can manually start a failover through the MVS Console. Only two MVS Witness Server instances are required to support the high availability pair because the MVS Witness Server instances use an active-active redundancy model. The MVS Witness Server instances themselves determine which one handles a particular failover. Create a high availability pair 1. In the MVS Console, in the left pane under Servers and Components, click High Availability. 2. From the Standalone MVS Servers list, locate one of the BlackBerry MVS Server instances that you want to use in this high availability pair. 3. Use the Associate with menu to select the other BlackBerry MVS Server that you want to use in this high availability pair. 4. Click OK. 41

42 BlackBerry MVS high availability Suspend high availability When you suspend high availability for one BlackBerry MVS Server in a high availability pair, BlackBerry Mobile Voice System users are moved to the other BlackBerry MVS Server. Standby redundancy is no longer available but the high availability pair remains intact in the BlackBerry MVS configuration. When you return the suspended BlackBerry MVS Server to service, high availability is restored automatically provided that the instance name and IP address of the BlackBerry MVS Server have not been changed. 1. In the MVS Console, in the left pane under Servers and Components, click High Availability. 2. For the BlackBerry MVS Server that you want to suspend, click Change status to Offline. 3. Click OK. Remove high availability This procedure removes the high availability configuration from the BlackBerry Mobile Voice System configuration. You do not have to remove high availability for upgrade or maintenance activities; you can suspend high availability instead. 1. In the MVS Console, in the left pane under Servers and Components, click High Availability. 2. For one of the BlackBerry MVS Server instances in the high availability pair, click Remove High Availability. 3. Click OK. 42

43 Managing work numbers on BlackBerry devices Managing work numbers on BlackBerry devices 12 Scheduling when BlackBerry MVS users receive calls to their work numbers on their BlackBerry devices You can schedule when BlackBerry Mobile Voice System users can receive calls to the work number on their BlackBerry devices. You cannot restrict the schedule of outgoing calls. If you have the caller restrictions set to Allowed Callers Only, any callers that you add to the allowed callers list are not restricted by scheduling. Change when users can receive calls to the work number on the BlackBerry device The BlackBerry Mobile Voice System does not apply template changes to user accounts that already have the template applied to them. You can make changes to template settings on a per-user basis. 1. In the MVS Console, in the left pane, expand Templates. 3. Click a template. 4. Configure the times when the user can receive calls to the work number. 5. Click Save. 43

44 Managing work numbers on BlackBerry devices Permit users to configure the days when they receive calls to the work number on their BlackBerry devices After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the Scheduling Control section, configure the days that users can specify whether they receive calls to their work numbers. 5. Click Save. Managing default phone numbers on BlackBerry devices BlackBerry Mobile Voice System users have two phone numbers that are associated with their BlackBerry devices: a phone number provided by a wireless service provider and a work phone number. You can specify a phone number to use for outgoing calls by default. Related information Settings for the default line for outgoing calls,45 Change the default line for BlackBerry MVS calls The default setting for the default line is BlackBerry MVS Line. The default setting for whether to use the mobile line when the work line is unavailable is Ask. 1. In the MVS Console, in the left pane, expand Users. 3. Click Search. 4. Click a user account. 5. On the Settings tab, in the Default line for outgoing calls drop-down list, click a setting. 44

45 Managing work numbers on BlackBerry devices 6. If you selected BlackBerry MVS Line or Last selected, in the When the BlackBerry MVS Line is unavailable, use the Mobile Line drop-down list, click a setting. 7. Click Save. Settings for the default line for outgoing calls Setting Default line for outgoing calls When the BlackBerry MVS Line is unavailable, use the Mobile line Description This setting specifies whether the BlackBerry Mobile Voice System uses the Mobile Line or BlackBerry MVS Line as the default phone line for making outgoing calls. When users select Last selected, the next outgoing call uses the most recently selected line. This setting appears when BlackBerry MVS Line or Last selected are configured as the default line for outgoing calls. The following settings are available: Always: Users can use the work number to make outgoing calls. If the work number is not available, outgoing calls use the mobile number. Ask: Users can use the work number to make outgoing calls if the work number is available. If the work number is not available, users can use the mobile number, if they accept a prompt to do so. Never: Users can use only the work number to make outgoing calls. This option does not appear if Last selected is configured as the default line for outgoing calls. Permit users to change the default line for outgoing calls After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the User Edit Control section, select the User may change the default line for outgoing calls check box. 5. Click Save. 45

46 Managing work numbers on BlackBerry devices Changing display names of work numbers You can change the display names of work numbers on BlackBerry devices. You can also permit users to change the display names. Change the display name of the work number The default display name for work numbers on BlackBerry devices is Work. 1. In the MVS Console, in the left pane, expand Users. 3. Click a user account. 4. On the Settings tab, in the BlackBerry MVS Line Label field, type a display name. 5. Click Save. Permit users to change display names of work numbers After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the User Edit Control section, select the User may change the BlackBerry MVS line label check box. 5. Click Save. Managing caller restrictions You can use the caller restrictions feature to filter incoming calls to the work phone number on the BlackBerry device. When the BlackBerry MVS Server receives a BlackBerry Mobile Voice System call from the PBX, before the BlackBerry MVS Server rings the BlackBerry device, it filters the incoming phone number through two lists: Blocked Callers and Allowed Callers. If the BlackBerry MVS Server finds the incoming phone number in the allowed callers list, and the user has 46

47 Managing work numbers on BlackBerry devices not selected No Callers Allowed, the BlackBerry MVS Server rings the BlackBerry device. If the BlackBerry MVS Server finds the incoming phone number in the blocked callers list, it does not ring the BlackBerry device, and if the user does not answer the call on the desk phone, the PBX sends the call to the user's voice mail, if it is configured. If the user does not have voice mail configured, the blocked caller receives a busy signal. You can restrict all calls, restrict all calls except blocked callers, permit all calls, or permit calls only from allowed callers. You can also permit users to allow all calls, which might include calls from blocked callers, or unknown numbers, and to change the caller restrictions on their BlackBerry devices. Caller restrictions for a work phone number include any of the following options: All Callers Allowed: The BlackBerry MVS Client does not filter any calls to the BlackBerry device. All Callers Except Blocked: The BlackBerry MVS Client permits the BlackBerry device to receive calls from all callers except those that are associated with the blocked callers list. Allowed Callers Only: The BlackBerry MVS Client permits the BlackBerry device to receive calls that are associated with the allowed callers list only. No Callers Allowed: The BlackBerry MVS Client blocks all calls to the BlackBerry device. Configure caller restrictions You can configure caller restrictions for new or existing user accounts. The names that you add to the caller lists are used for reference only. The BlackBerry MVS Server filters incoming calls based on the phone number. If you make changes to a template, the BlackBerry Mobile Voice System does not update the user accounts or the BlackBerry devices that already had the template applied to them. 1. In the MVS Console, in the left pane, expand Templates. 3. Click a template. 4. In the Caller Restrictions section, configure the settings. 5. In the Blocked Callers list, type the numbers and names of the callers that you want to block. Click Add. 6. In the Allowed Callers list, type the numbers and names of the callers that you want to permit. Click Add. 7. Click Save. Permit users to change caller restrictions After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 47

48 Managing work numbers on BlackBerry devices 3. Click a class of service. 4. In the User Edit Control section, select the User may change caller restrictions check box. 5. Click Save. Managing call transferring You can permit users to transfer calls from their work phone numbers to a desk phone number or mobile phone number on their BlackBerry devices. You can also permit users to change a designated transfer number, such as their desk phone numbers or mobile phone numbers. Permit users to transfer calls After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the BlackBerry MVS Call Features section, select the User can transfer a call check box. 5. Click Save. Permit users to move calls You can permit users to move calls. After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. To permit users to move calls to their desk numbers, select the User can move a call to the desk phone check box. 5. To permit users to move calls from their desk phones to their BlackBerry devices, select the User can move a call from the desk phone to the BlackBerry device check box. 6. To permit users to move calls to their BlackBerry devices, select the User can move a call to the mobile phone number check box. 48

49 Managing work numbers on BlackBerry devices 7. To permit users to move calls to their work numbers, select the User can move a call to a one time number check box. 8. Click Save. Managing call direction To configure the call direction for incoming calls and outgoing calls, you can specify whether the PBX or BlackBerry device initiates the calls. To set up PBX-initiated calling, you must configure a value for the caller ID number that matches the last six digits of the outgoing ANI that you specify in your organization's telephony environment. To set up BlackBerry device initiated calling, you must perform the following actions: Add a unique DID/DDI number to each MVS Session Manager Configure your organization's call routing patterns so that the PBX can route the BlackBerry device initiated calls to the MVS Session Manager that is associated with the DID/DDI number. Configure the call direction of incoming calls You can specify whether the PBX or BlackBerry devices initiate incoming calls. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the Call Direction section, in the Incoming Calls section, select a type of incoming call direction. 5. Click Save. Configure the call direction of outgoing calls You can specify whether the PBX or BlackBerry devices initiate outgoing calls. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the Call Direction section, in the Outgoing Calls section, select a type of outgoing call direction. 5. Click Save. 49

50 Managing work numbers on BlackBerry devices Managing call forwarding You can use a class of service to permit users to forward incoming BlackBerry Mobile Voice System calls to an internal extension or another phone. Permit users to forward calls After you make changes to a class of service, the BlackBerry Mobile Voice System updates the affected user accounts and BlackBerry devices that are assigned to the class of service. 1. In the MVS Console, in the left pane, expand Class Of Service. 3. Click a class of service. 4. In the BlackBerry MVS Call Features section, select the User can enable MVS Call Forwarding check box. 5. Click Save. 50

51 Managing voice mail Managing voice mail 13 If your organization uses solicited voice mail, you must configure a voice mail connector. Your organization's BlackBerry Mobile Voice System users will each require a user ID and password to retrieve their voice mail messages. If your organization uses unsolicited voice mail, you are not required to set up a voice mail connector. When you activate MWI, if a voice mail is left for a BlackBerry MVS user, an MWI displays on the user's BlackBerry device. Configure the message waiting indicator for unsolicited voice mail 1. In the MVS Console, in the left pane, expand Templates. 3. Click a template. 4. In the MWI Notifications list, click Enabled. 5. Click Save. Configure the message waiting indicator for solicited voice mail 1. In the MVS Console, in the left pane, expand Templates. 3. Click a template. 4. In the MWI Notifications drop-down list, click Enabled. 5. Click Save. 51

52 Managing voice mail 6. When you add BlackBerry Enterprise Server users or BlackBerry Enterprise Service 10 users to the BlackBerry Mobile Voice System, click the template that you enabled for MWI notifications. 7. In the Voice Mail Connector drop-down list, click the voice mail connector for your organization's voice mail server. 52

53 Preparing to manage BlackBerry MVS administrator accounts and administrative roles Preparing to manage BlackBerry MVS administrator accounts and administrative roles 14 Record the appropriate values for your reference when you are configuring your organization's administrator accounts and administrative roles. Item Value Name of the administrative role that you want to create Permissions that you want to assign to the administrative role Related information Managing administrator accounts and administrative roles,54 53

54 Managing administrator accounts and administrative roles Managing administrator accounts and administrative roles 15 You can create and define administrator accounts to control who can perform specific administrative tasks in the BlackBerry Mobile Voice System. You must create an administrative role before you create an administrator account. Each administrative role consists of a set of permissions. The permissions define the information that administrators can view and the tasks that they can perform. You assign administrative roles to administrator accounts. You can create multiple administrative roles. For example, if your organization has multiple types of administrators, you can create administrative roles for junior administrators and help desk administrators. Related information Create an administrator account,55 Create an administrative role,54 Create an administrative role Administrative roles determine the permissions for each administrator account. 1. In the MVS Console, in the left pane, expand Administrative Roles. 2. Click Add. 3. In the Administrative Role field, type a name for the administrative role. 4. Configure the settings for the administrative role. 5. Click Save. Change an administrative role 1. In the MVS Console, in the left pane, expand Administrative Roles. 54

55 Managing administrator accounts and administrative roles 3. Click an administrative role. 4. Change the settings for the administrative role. 5. Click Save. Delete an administrative role You can delete an administrative role when your organization no longer requires it. You cannot delete an administrative role that is assigned to an administrator account. 1. In the MVS Console, in the left pane, expand Administrative Roles. 3. Beside the administrative role, click Delete. 4. Click OK. Create an administrator account You can create an administrator account when you want to assign administrative permissions to another individual in your organization. You must define an administrative role before you can add BlackBerry Mobile Voice System administrators. 1. In the MVS Console, in the left pane, expand Administrators. 2. Click Add. 3. Configure the settings for the administrator account. 4. Click Save. Change an administrator account 1. In the MVS Console, in the left pane, expand Administrators. 3. Click an administrator account. 55

56 Managing administrator accounts and administrative roles 4. Change the settings for the administrator account. 5. Click Save. Delete an administrator account You can delete an administrator account when your organization no longer requires it. 1. In the MVS Console, in the left pane, expand Administrators. 3. Beside the administrator account, click Delete. 4. Click OK. Best practice: Running the BlackBerry MVS Configuration Panel Consider the following guidelines if you are running the BlackBerry Mobile Voice System Configuration Panel on Windows Server 2008: Log in to the computer with a user account that is in the Administrators group on the Windows Server. Right-click the BlackBerry MVS Configuration Panel icon. Click Run as administrator. Reset the BlackBerry MVS password If you perform this task, the MVS Console password for the administrator of the BlackBerry Mobile Voice System changes to sysadmin. 1. On the BlackBerry MVS Server, log in using the user name and password for the administrator of the BlackBerry MVS Server. 2. On the taskbar, click Start > Settings > Control Panel > BlackBerry Mobile Voice System Configuration. 3. On the Password Reset tab, click Reset Password. 56

57 Managing administrator accounts and administrative roles 4. Click OK. 57

58 Managing phone number translation Managing phone number translation 16 The Location feature, available on the Add/Edit Telephony Connector panes, provides phone number normalization. The feature translates a globally unique E.164 number that starts with a plus sign (+) to a locally significant number by stripping the plus sign (+) and adding the International Direct Dial (IDD) or National Direct Dial (NDD) access codes corresponding to the PSTN dial plan for the selected location. Normalization is applied to the called number of outgoing external calls that start with a plus sign. The called number refers to a called number that is sent from the MVS Session Manager to the PBX. Use this feature when your organization's PBX does not support the plus sign or does not add the prefixes automatically. Configure phone number normalization 1. In the MVS Console, in the left pane, expand Telephony Connectors. 3. Click a telephony connector. 4. To turn on phone number translation, do one of the following: In the Location drop-down list, click Remove the plus sign (+) from phone numbers to remove only the plus sign. In the Location drop-down list, click the location of your organization's PBX to remove the plus sign and provide translation. 5. Click Save. Add a location to the phone number translation list Perform this task only if your organization's location is not in the list of locations. 58

59 Managing phone number translation 1. In the MVS Console, in the left pane, expand Locations. 2. Click Add. 3. In the Display Name field, type your organization's location. 4. Type the prefixes for international direct dialing, national direct dialing, and the home country code of your organization's location. 5. Click Save. 59

60 Viewing call details Viewing call details 17 The BlackBerry Mobile Voice System records call details in files on the BlackBerry MVS Server. You can use the Call Detail Record Report and the Disconnected Call Report to generate reports from these files. The Call Detail Record Report provides details on all calls while the Disconnected Call Report tool includes information on failed calls only. You can access both reports through the MVS Console. During a failover of the MVS Session Manager, theblackberry MVS Server does not record any Call Detail Record Reports. After the failover is complete, the MVS Session Manager starts to record Call Detail Record Reports again. The BlackBerry MVS stores the CDR log files in <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server \Logs\MVS. By default, the log files are named <server name>_cdr_<instance >_ <YYYYMMDD >_<log number>.txt (for example, BBServer01_CDR_01_ _0001.txt). The size of the CDR log file depends on the maximum log size of the BBSM log file. If you leave the BBSM file size at the default size of 0 MB the BlackBerry MVS Server will log all calls during the day to the same CDR file. For ease of troubleshooting, consider changing the size of the BBSM log file so that the BlackBerry MVS creates a new log file when the existing log file reaches the maximum size. For more information about changing the size of the BBSM log file, see "Configure the size of the debug log file." View call details Use the Call Detail Record Report to generate a report from BlackBerry Mobile Voice System call detail files. Call detail files include information such as call duration, the times when calls started, if users were roaming, and the names of called parties. 1. In the MVS Console, in the left pane under Reporting, click Call Detail Record Report. 2. Click Browse. 3. Navigate to the directory where the required call detail file is located. The default locations of the directories are: For a 32-bit version of Windows: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\MVS For a 64-bit version of Windows: C:\Program Files (x86)\research In Motion\BlackBerry Enterprise Server\Logs\MVS The directories are named by date: YYYYMMDD 4. Open the directory for the required date. 60

61 Viewing call details 5. Double-click the required call detail file. Call detail file names have the form: Hostname_CDR_##_YYYYMMDD_Sequence#. 6. Click the new Browse button to add another call detail file. The combined size of all files that you add to the report cannot exceed 64 MB. 7. Select a report type: Option Standard Description Displays all reportable data. Summary Summarizes the data. Custom Provides a list of all columns. Check the column that you want to display. Use Ctrl-Click to select more than one column. 8. Click View. View disconnected call details The Disconnected Call Report generates a report of failed calls from the selected BlackBerry Mobile Voice System event file. 1. In the MVS Console, in the left pane under Reporting, click Disconnected Call Report. 2. Click Browse. 3. Navigate to the directory where the required event file is located. The default locations of the directories are: For a 32-bit version of Windows: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\MVS For a 64-bit version of Windows: C:\Program Files (x86)\research In Motion\BlackBerry Enterprise Server\Logs\MVS The directories are named by date: YYYYMMDD 4. Open the directory for the required date. 5. Double-click the required event file. Event file names have the form: Hostname_MSVE_##_YYYYMMDD_Sequence#. 6. Click Upload. 7. To view details about a particular call, click +. 61

62 Viewing call details View BlackBerry MVS call forward events 1. Navigate to the directory where the required call detail file is located. The default locations of the directories are: For a 32-bit version of Windows: C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\MVS For a 64-bit version of Windows: C:\Program Files (x86)\research In Motion\BlackBerry Enterprise Server\Logs\MVS The directories are named by date: YYYYMMDD. 2. Open the directory for the required date. 3. Double-click the required call detail file. The call forwarding details are written to the log file with "BBSM" in the file name. Hostname_BBSM_##_YYYYMMDD_Sequence#. 4. In the log file, search for "Forward calls". 62

63 Managing log files Managing log files 18 Log files record BlackBerry Mobile Voice System activity. You can use the log files to troubleshoot BlackBerry MVS issues in your organization's environment. The BlackBerry MVS creates log files when you install the software, and it stores the log files in <drive>:\program Files \Research In Motion\BlackBerry Enterprise Server\Logs\MVS\Installer. By default, the log files are named setup.log and install_log.txt. The BlackBerry MVS stores application log files in <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server \Logs\MVS. By default, the log files are named <server name >_<component identifier>_<instance >_ <YYYYMMDD >_<log number>.txt (for example, BBServer01_MVSC_01_ _0001.txt). Types of information found in the BlackBerry MVS log files The components of the BlackBerry Mobile Voice System log different types of information, which you can use to troubleshoot issues. Component Default log file name Description MVS Console MVSC Records changes that the administrator makes to the BlackBerry MVS Server in the MVS Console and any changes that the end user makes to the BlackBerry MVS Client. MVS FMC Phone BBSM Records information about the call activity of BlackBerry device users who are using the BlackBerry MVS Client. MVS Data Manager MVSD Records information about BlackBerry MVS Client data connection and provisioning. MVS BlackBerry Enterprise Server Connector MVSB Records information from the BlackBerry Dispatcher and BlackBerry MDS Connection Service such as provisioning, subscription, and call signaling between the BlackBerry MVS Client and the MVS Session Manager that is sent over the wireless data network or WLAN. 63

64 Managing log files Component Default log file name Description MVS Witness Server MVSW Records information about failover activity, and the health scores of the MVS BlackBerry Enterprise Server Connector and MVS Session Manager services. MVS Session Manager MSDP Records information about the MVS Session Manager and MVS Event Manager. MVS Session Manager (common) MSMC Records information about the BlackBerry MVS components. MVS Event Manager TESS Records events from BlackBerry MVS components and the BlackBerry MVS Client. MVS Event Manager Event Log MVSE Records events that the MVS Event Manager receives. Best practice: Running the BlackBerry MVS Configuration Panel Consider the following guidelines if you are running the BlackBerry Mobile Voice System Configuration Panel on Windows Server 2008: Log in to the computer with a user account that is in the Administrators group on the Windows Server. Right-click the BlackBerry MVS Configuration Panel icon. Click Run as administrator. Changing the location of log files Change the location where BlackBerry MVS stores log files 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, click Browse. 64

65 Managing log files 3. Navigate to the location where you want to store the log files. 4. Click OK. Store all log files in one folder You can store all log files in one folder instead of organizing the folders by date. 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, clear the Create daily log folder check box. 3. Click OK. Changing how the BlackBerry MVS creates log files Add a prefix to the file names of all log files 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, in the Log file prefix field, type a prefix. 3. Click OK. Configure the size of the debug log file If you turn on the Debug log auto-roll feature, the BlackBerry Mobile Voice System creates a new log file when the existing log file reaches the maximum size. If you do not turn on the Debug log auto-roll feature, the BlackBerry MVS appends to the existing log file. 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, in the Debug log size (MB) field, change the file size. 3. To turn on the Debug log auto-roll feature, change the Debug log auto-roll setting to yes. 4. Click OK. 5. If you changed the size of the debug log file for the MVS Console, in the Windows Services, restart the MVS Console service. 65

66 Managing log files Change the log level You can change the log level for the BlackBerry Mobile Voice System so that it can write detailed or minimal information to the log files. 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, in the Debug log level drop-down list, click a log level. 3. Click OK. 4. If you changed the logging level for the MVS Console, in the Windows Services, restart the MVS Console service. Log levels Log level Severe (least detail) Warning Info Fine Finer Finest (most detail) Description This log level writes severe error messages to the log files. This log level writes severe error messages and warning messages to the log files. This log level writes severe error messages, warning messages, and daily activities to the log files. This log level writes debug information and additional information (such as SIP packet information). You can use the debug information if you are trying to diagnose issues in your organization's environment. This log level writes diagnostic messages and additional information (such as SIP packet information) to the log files. You can use the diagnostic messages if you are trying to debug the BlackBerry Mobile Voice System software and your organization's environment. This log level writes error messages, warning messages, daily activities, and additional information (such as SIP packet information) to the log files that are useful when troubleshooting issues in your organization's environment. Change the identifier for a log file 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, in the Debug log identifier field, type an identifier name. 3. Click OK. 66

67 Managing log files Prevent the BlackBerry MVS from creating a daily log file 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, change the Debug log daily file setting to no. 3. Click OK. Set a maximum age for a log file You can set the number of days to keep a log file. Log files older than the set number are deleted automatically. 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Logging tab, scroll to the component whose log file age you want to set. 3. For the component, select the current Setting of the Debug log maximum daily file age. 4. Type the number of days you want to keep the log file. The range is 0 to 999, in days. Log files are not deleted when the Setting is Repeat steps 2 to 4 for each component for which you want to set a maximum log file age. 6. Click OK. 7. Click OK for each component that you changed. 67

68 Managing database authentication methods Managing database authentication methods 19 If you are not installing the BlackBerry Mobile Voice System in the same Windows domain as the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10, you must use Microsoft SQL Server authentication. Configure Windows authentication 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Database tab, select the Windows (Trusted) option. 3. Click OK. Configure SQL authentication 1. On the taskbar, click Start > All Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Database tab, select the SQL Authentication option. 3. Type a Microsoft SQL Server user name and password. 4. Click OK. 68

69 Troubleshooting Troubleshooting 20 A user cannot provision a BlackBerry MVS Client on the BlackBerry MVS Server To check if the BlackBerry MVS Client is provisioned: If you are using a BlackBerry device that uses BlackBerry 7.1 or earlier, on the BlackBerry device, in the phone application click the Menu button and then click Options > Work > MVS Status. A check mark will appear beside the networks that your organization's users are provisioned for. Possible cause The [BBSIP] service book is not installed on the BlackBerry device. The user is outside a wireless coverage area. The BlackBerry MVS Services are not running. The BlackBerry Mobile Voice System user account is not active. Possible solution If you are using BlackBerry Device Software 6.x, to view service books on the BlackBerry device, click Options > Advanced Options > Service Book. If you are using BlackBerry Device Software 7.x, to view service books on the BlackBerry device, click Options > Device > Advanced System Settings > Service Book. If the [BBSIP] service book is not available, contact an administrator of the BlackBerry Enterprise Server. On the BlackBerry device, verify that the device is in a wireless coverage area where the user can send and receive data messages and use the phone. On the BlackBerry MVS Server that the user account is associated with, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS Data Manager service, MVS BlackBerry Enterprise Server Connector service, and MVS Witness Server service are running. If necessary, start the services. Users will not be able to use the BlackBerry MVS while the services are starting. 1. In the MVS Console, in the left pane, click Users. 3. Click Search. 69

70 Troubleshooting Possible cause Possible solution 4. In the Enabled column, verify that the user account is active. The BlackBerry device does not have data capability. Data services on the BlackBerry device are turned off. The communication password of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 changed. The SRP ID changed. On the BlackBerry device, verify that the wireless transceiver is turned on. On the BlackBerry device, try performing the following actions: 1. On the Home screen, click the Manage Connections icon. 2. Click Mobile Network Options. 3. Verify that the Data Services field is set to On. Contact an administrator of your organization's BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 to verify that the communication password of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 components did not change. If the communication password changed, you must use the changed password to create a connection from the BlackBerry MVS to the BlackBerry Enterprise Server or BlackBerry Enterprise Service In the MVS Console, in the left pane, expand MVS Topology. 2. Click Server View. 3. Click the BlackBerry MVS Server that you want to change the communication password for. 4. In the MVS BlackBerry Enterprise Server Connector section, select the check box in the Associated column. 5. Select the Change the communication password that the BlackBerry MVS uses check box beside the BlackBerry MVS Server that you want to change the communication password for. 6. Type and confirm a password. 7. Click Save. 8. When prompted to change the communication password, click OK. Contact your organization's administrator of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 to verify that the administrator did not change the SRP ID. If the administrator changed the SRP ID, you must restart the BlackBerry MVS services. The value of the InstanceName key in the registry (HKEY_LOCAL_MACHINE \Software\Research In Motion \BlackBerry Mobile Voice System) does In the MVS Console, change the name of the BlackBerry MVS Server to match the value of the InstanceName key in the registry. 70

71 Troubleshooting Possible cause not match the name of the BlackBerry MVS Server that is in the MVS Console. Possible solution You can also use the configuration tool of the BlackBerry MVS to change the Instance Name of the BlackBerry MVS Server. 1. On the computer that hosts the BlackBerry MVS Server, on the taskbar, click Start > Programs > BlackBerry MVS > BlackBerry MVS Configuration. 2. On the Connectivity tab, in the BlackBerry MVS Server Instance Name field, change the name of the BlackBerry MVS Server to match the name that you typed in the MVS Console. 3. Click OK. 4. In the Windows Services, restart the BlackBerry MVS services. A user cannot register the BlackBerry MVS Client with the BlackBerry MVS To check if a BlackBerry device is registered with the BlackBerry Mobile Voice System: If you are using a BlackBerry device that uses BlackBerry 7.1 or earlier, on the device, click the Phone button and then click the Menu button and select Options > Work line > MVS Status. Make sure that check marks appear beside the Sent Registration field and the Received Registration field. If the check marks appear, the BlackBerry MVS Client is registered. Possible cause The user is outside a wireless coverage area. The BlackBerry MVS Services are not running. The user's BlackBerry MVS user account is not active. Possible solution On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area where the BlackBerry device can send and receive data messages and the user can use the phone. On the BlackBerry MVS Server that the user account is associated with, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS Data Manager service, MVS BlackBerry Enterprise Server Connector service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting. 1. In the MVS Console, in the left pane, click Users. 71

72 Troubleshooting Possible cause Possible solution 3. Click Search. 4. In the Enabled column, verify that the user account is active. The BlackBerry device is not configured correctly on the PBX. The user's BlackBerry MVS user account is not configured correctly. The BlackBerry Configuration Database is not running. The communication password of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 changed. In the PBX, verify that the users' Directory Numbers match the values that you type in the Extension Number fields. The Extension Number field cannot contain the following non-numeric special characters: period (.), at sign dollar sign ($), and percent sign (%). 1. In the MVS Console, in the left pane, click Users. 3. Click Search. 4. Click the user account that you want to check the credentials for. 5. Verify that the user name, password, extension number, device name, and mobile phone number match the credentials that are set in the PBX. On the computer that hosts the BlackBerry Configuration Database, verify that the Microsoft SQL Server services are running. Contact the administrator of your organization's BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 to verify that the communication password of the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 components did not change. If the communication password changed, you must use the same password to set up a connection from the BlackBerry MVS to the BlackBerry Enterprise Server or BlackBerry Enterprise Service In the MVS Console, in the left pane, expand MVS Topology. 2. Click Server View. 3. Click the BlackBerry MVS Server that you want to change the communication password for. 4. In the MVS BlackBerry Enterprise Server Connector section, select the check box in the Associated column. 5. Select the Change the communication password that the BlackBerry MVS uses check box beside the BlackBerry MVS Server that you want to change the communication password for. 6. Type and confirm a password. 7. Click Save. 8. When prompted to change the communication password, click OK. 72

73 Troubleshooting Possible cause The SRP ID changed. Data services on the BlackBerry device are turned off. Possible solution Contact the administrator of your organization's BlackBerry Enterprise Server or BlackBerry Enterprise Service 10 to verify that the SRP ID did not change. If the SRP ID changed, you must restart the BlackBerry MVS services. 1. On the BlackBerry device, click Manage Connections > Mobile Network Options. 2. Verify that the Data Services field is set to On. A user cannot make a call using the work number on a BlackBerry device Possible cause The BlackBerry MVS Client is not installed. Possible solution On the BlackBerry device perform the following actions: 1. On the Home screen or in a folder, click the Options icon. 2. Click Device. 3. Click Application Management. 4. Verify that the BlackBerry MVS Client appears in the list. If the BlackBerry MVS Client is not installed, for information about making applications available to users, see the BlackBerry Enterprise Server Administration Guide, the BlackBerry Device Service Administration Guide and the BlackBerry MVS Installation and Configuration Guide. The user is outside a wireless coverage area. The Desktop [BBSIP] service book is not installed. The BlackBerry MVS Services are not running. On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area where the BlackBerry device can send and receive data messages and the user can use the phone. To view service books on the BlackBerry device, click Options > Advanced Options > Service Book. If the [BBSIP] service book is not available, contact an administrator of the BlackBerry Enterprise Server. On the BlackBerry MVS Server that the user account is associated, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS Data Manager service, MVS BlackBerry Enterprise Server 73

74 Troubleshooting Possible cause Possible solution Connector service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting. In BlackBerry Enterprise Server 5.0, the user account is not active. The BlackBerry MVS user account is not configured correctly. The work number is not set as the active number on the BlackBerry device. Phone number translation is not configured correctly. 1. In the BlackBerry Administration Service, on the BlackBerry solution management menu, expand User. 2. Click Manage users. 3. Search for a user account. 4. In the BlackBerry Enterprise Server status list, verify that the Disable as BlackBerry user option is cleared. 1. In the MVS Console, in the left pane, click Users. 3. Click Search. 4. Click the user account that you want to check the credentials for. 5. Verify that the user name, password, extension number, device name, and mobile number match the credentials that are configured in the PBX. On the BlackBerry device, set the work number as the active number. Try performing the following actions: 1. On the BlackBerry device, open the phone application. 2. Scroll to the top of the call log screen. 3. Click the trackpad. 4. Select the work number. 5. Click the trackpad. Phone number translation is required if your organization's PBX does not support the E.164 plus sign (+) or does not add the International Direct Dial (IDD) or National Direct Dial (NDD) access codes automatically. 1. In the MVS Console, in the left pane, click Telephony Connectors. 3. Click your organization's PBX. 4. In the Location drop-down list, verify that the selected normalization is correct. 74

75 Troubleshooting Possible cause If your organization's users are configured for PBX-initiated calling, the caller identification number of the telephony connector might not be set correctly. Possible solution 1. In the MVS Console, in the left pane, click Telephony Connectors. 3. Click your organization's telephony connector. 4. Verify that the caller ID number of the telephony connector is correct. Try performing the following actions: In the BlackBerry MVS BBSIP log files, check for a caller ID number of the telephony connector that can be passed from the PBX to the PSTN, to the BlackBerry device. The default location for the log files is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Logs\<date>. Contact your organization's PBX administrator to verify that the caller ID number is correct. In the MVS Console, on the Telephony Connector page, verify that the caller ID number of the telephony connector is correct. If your organization's users are configured for PBX-initiated calling, the optional ANI numbers of the telephony connector might not be set correctly. The port numbers are not configured correctly. The organization's route patterns are not configured correctly. 1. In the MVS Console, in the left pane, click Telephony Connectors. 3. Click your organization's telephony connector. 4. In the Optional ANI numbers available for identifying BlackBerry MVS calls section, verify that the optional ANI numbers of the telephony connector are correct. Verify that the trunk port number of the PBX is the same as the trunk port number of the MVS FMC Phone. Try performing the following actions: If you deactivate user accounts from the MVS Console and then reactivate them, if the BlackBerry MVS prepopulates the mobile number configuration from the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10, the BlackBerry MVS might add the national direct dialing prefix to the Mobile Phone Number field on the BlackBerry devices. Users cannot make or receive calls if the wireless network does not permit a prefix for calling local phone numbers, and if the PBX is not configured to permit calls that begin with a prefix from BlackBerry devices. You must configure the route patterns of your organization's PBX to permit calls with or without the national direct dialing prefix from BlackBerry devices. 75

76 Troubleshooting Possible cause Possible solution You might have to configure your organization's PBX so that BlackBerry MVS users can make calls from the call log or contact list on their BlackBerry devices without adding a prefix, such as the number 9, before the phone numbers. A User is not available message displays on the device. A user is roaming internationally and changes the SIM card to a local mobile number. Verify that the device is using the correct version of the BlackBerry Device Software. In the MVS Console, make sure the "User may change the mobile phone number" Class of Service setting is selected. Manually change the mobile number on the device to reflect what the PBX must dial to contact the user. For example, if the user is using a United Kingdom SIM card, the mobile number on the user's device should be changed to include the IDD (011), the home country code (44), and the user's area code and local phone number. For more information on changing the mobile phone number on the device, visit to read article KB Users do not receive BlackBerry MVS calls on their BlackBerry devices Possible cause The BlackBerry MVS Client is not installed. Possible solution On the BlackBerry device perform the following actions: 1. On the Home screen or in a folder, click the Options icon. 2. Click Device. 3. Click Application Management. 4. Verify that the BlackBerry MVS Client appears in the list. If the BlackBerry MVS Client is not installed, for information about making applications available to users, see the BlackBerry Enterprise Server Administration Guide, the BlackBerry Device Service Administration Guide and the BlackBerry MVS Installation and Configuration Guide. The user is outside a wireless coverage area. On the BlackBerry device, verify that the BlackBerry device is in a wireless coverage area. 76

77 Troubleshooting Possible cause The BlackBerry MVS services are not running. In BlackBerry Enterprise Server 5.0, the user account is not active. The mobile number that is associated with the BlackBerry device is not correct. The call occurred outside the call schedule of the BlackBerry device. The caller is in the blocked caller list in the MVS Console. Possible solution On the BlackBerry MVS Server that the user account is associated with, in the Windows Services, verify that the MVS Console service, MVS Session Manager service, MVS BlackBerry Enterprise Server Connector service, MVS Data Manager service, and MVS Witness Server service are running. If necessary, start them. Users will not be able to use the BlackBerry MVS while the services are starting. 1. In the BlackBerry Administration Service, on the BlackBerry solution management menu, expand Administrator user. 2. Click Manage users. 3. Search for a user account. 4. In the BlackBerry Enterprise Server status list, verify that the Disable as BlackBerry user option is cleared. In the MVS Console, in the left pane, click Users. Click Manage. Click the user account and verify that the mobile phone number that is associated with the BlackBerry device is correct. In the MVS Console, verify that the schedule for the BlackBerry device is turned off, or that the call occurred within the call scheduling start time and end time. 1. In the MVS Console, in the left pane, click Users. 3. Click Search. 4. Click the user account that you want to check the schedule for. 5. Click the Settings tab. 6. In the Call Scheduling section, in the Allow Calls drop-down list, click Always. 7. Click Save. 1. In the MVS Console, in the left pane, click Users. 3. Click Search. 4. Click the user account that you want to check the blocked caller list for. 5. On the Settings tab, in the Blocked Callers section, verify that the caller is not in the blocked caller list. 77

78 Troubleshooting Possible cause The caller is in the blocked caller list on the BlackBerry device. The calls go to voice mail without ringing the BlackBerry device. Possible solution 1. In the BlackBerry MVS Client, press the Menu key. 2. Click Options. 3. Click Caller Restrictions. 4. In the Caller Restriction list, click All Callers Allowed. 5. Press the Menu key. 6. Click Save. Your organization's PBX administrator might have to increase the value for the Call Forward No Answer time in the PBX. In the MVS Console, expand Telephony Connectors and click Manage. Click the Telephony Connector and verify that the value in the Caller Identification Number field is correct. Calls go to a desk phone without ringing the BlackBerry device. The calls are not identified as BlackBerry MVS calls. The caller restrictions are not set to All Callers Allowed. A user is roaming internationally and changes the SIM card to a local mobile number. In the MVS Console, verify that the mobile number is configured correctly. 1. In the MVS Console, expand Telephony Connectors. 3. Click your organization's telephony connector. 4. Verify that the value in the Caller Identification Number field is correct. 5. Verify that the values in the Optional ANI numbers available for identifying BlackBerry MVS calls list are correct. 1. In the MVS Console, in the left pane, click Users. 3. Click Search. 4. Click the user account that you want to check the caller restrictions for. 5. On the Settings tab, verify that the Caller Restriction drop-down list is set to All Callers Allowed. 6. Verify that the Allow calls from unknown numbers check box is selected. In the MVS Console, make sure the "User may change the mobile phone number" Class of Service setting is selected. Manually change the mobile number on the device to reflect what the PBX must dial to contact the user. For example, if the user is using a United Kingdom SIM card, the mobile number on 78

79 Troubleshooting Possible cause Possible solution the user's device should be changed to include the IDD (011), the home country code (44), and the user's area code and local phone number. For more information on changing the mobile phone number on the device, visit to read article KB A user cannot transfer a call Possible cause A user cannot transfer a call. Possible solution Verify that the value of the setting on the PBX that defines the number of simultaneous calls that a user can be in is greater than two. Removing the BlackBerry MVS software If you use Add/Remove Programs to remove the BlackBerry Mobile Voice System software, a message appears to ask if you want to delete all BlackBerry MVS database tables. If you click Yes, all BlackBerry MVS database tables are removed and the BlackBerry MVS removal process continues. If you click No, the BlackBerry MVS database tables remains intact, and the BlackBerry MVS removal process continues. If the database remains intact, you can re-install the BlackBerry MVS software more easily in the future. If you have set a communication password between the BlackBerry MVS and the BlackBerry Enterprise Server or BlackBerry Enterprise Service 10, when you remove the MVS Console the password is deleted from the Windows registry. If you re-install the BlackBerry MVS, you must log in to the MVS Console and reset the communication password. If you click Cancel, the BlackBerry MVS removal process stops. Remove the BlackBerry MVS software 1. If you are removing the BlackBerry Mobile Voice System software from a Windows 2003 server, go to step 2. If you are removing the BlackBerry MVS software from a Windows 2008 server, go to step On the taskbar of the Windows 2003 server, click Start > Control Panel > Add/Remove Programs. 3. Click Change or Remove Programs. 79

80 Troubleshooting 4. Click BlackBerry Mobile Voice System. 5. Click Remove. 6. When prompted to remove BlackBerry MVS, click Yes. 7. In the delete all database tables message, select an option. 8. If prompted to delete log files, select an option. 9. When prompted, click Yes to restart the computer. The restart completes the procedure to remove BlackBerry MVS software from the Windows 2003 server. 10. On the taskbar of the Windows 2008 server, click Start > Computer. 11. Under the Address bar, click Uninstall or change a program. 12. Click BlackBerry Mobile Voice System. 13. Click Uninstall. 14. When prompted to remove BlackBerry MVS, click Yes. 15. In the delete all database tables message, select an option. 16. If prompted to delete log files, select an option. 17. When prompted, click Yes to restart the computer. The restart completes the procedure to remove BlackBerry MVS software from the Windows 2008 server. 80

81 Glossary Glossary 21 ANI BlackBerry CAL BlackBerry MVS CDR DDI DID FQDN MWI PBX SIP Automatic Number Identification A BlackBerry Client Access License (BlackBerry CAL) limits how many users you can add to the BlackBerry MVS. BlackBerry Mobile Voice System call detail record Direct Dialing Inward Direct Inward Dialing fully qualified domain name message waiting indicator Private Branch Exchange Session Initiation Protocol 81

82 Provide feedback Provide feedback 22 To provide feedback on this deliverable, visit To verify that you are using the most recent documentation, refer to 82

83 Legal notice Legal notice Research In Motion Limited. All rights reserved. BlackBerry, RIM, Research In Motion, and related trademarks, names, and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world. Microsoft, SQL Server, Windows, and Windows Server are trademarks of Microsoft Corporation. Wi-Fi is a trademark of the Wi-Fi Alliance. All other trademarks are the property of their respective owners. This documentation including all documentation incorporated by reference herein such as documentation provided or made available at is provided or made accessible "AS IS" and "AS AVAILABLE" and without condition, endorsement, guarantee, representation, or warranty of any kind by Research In Motion Limited and its affiliated companies ("RIM") and RIM assumes no responsibility for any typographical, technical, or other inaccuracies, errors, or omissions in this documentation. In order to protect RIM proprietary and confidential information and/or trade secrets, this documentation may describe some aspects of RIM technology in generalized terms. RIM reserves the right to periodically change information that is contained in this documentation; however, RIM makes no commitment to provide any such changes, updates, enhancements, or other additions to this documentation to you in a timely manner or at all. This documentation might contain references to third-party sources of information, hardware or software, products or services including components and content such as content protected by copyright and/or third-party websites (collectively the "Third Party Products and Services"). RIM does not control, and is not responsible for, any Third Party Products and Services including, without limitation the content, accuracy, copyright compliance, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of Third Party Products and Services. The inclusion of a reference to Third Party Products and Services in this documentation does not imply endorsement by RIM of the Third Party Products and Services or the third party in any way. EXCEPT TO THE EXTENT SPECIFICALLY PROHIBITED BY APPLICABLE LAW IN YOUR JURISDICTION, ALL CONDITIONS, ENDORSEMENTS, GUARANTEES, REPRESENTATIONS, OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY CONDITIONS, ENDORSEMENTS, GUARANTEES, REPRESENTATIONS OR WARRANTIES OF DURABILITY, FITNESS FOR A PARTICULAR PURPOSE OR USE, MERCHANTABILITY, MERCHANTABLE QUALITY, NON-INFRINGEMENT, SATISFACTORY QUALITY, OR TITLE, OR ARISING FROM A STATUTE OR CUSTOM OR A COURSE OF DEALING OR USAGE OF TRADE, OR RELATED TO THE DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NON-PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES REFERENCED HEREIN, ARE HEREBY EXCLUDED. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY BY STATE OR PROVINCE. SOME JURISDICTIONS MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF IMPLIED WARRANTIES AND CONDITIONS. TO THE EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES OR CONDITIONS RELATING TO THE DOCUMENTATION TO THE EXTENT THEY CANNOT BE EXCLUDED AS SET OUT ABOVE, BUT CAN BE LIMITED, ARE HEREBY LIMITED TO NINETY (90) DAYS FROM THE DATE YOU FIRST ACQUIRED THE DOCUMENTATION OR THE ITEM THAT IS THE SUBJECT OF THE CLAIM. 83

84 Legal notice TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, IN NO EVENT SHALL RIM BE LIABLE FOR ANY TYPE OF DAMAGES RELATED TO THIS DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NON- PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES REFERENCED HEREIN INCLUDING WITHOUT LIMITATION ANY OF THE FOLLOWING DAMAGES: DIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, OR AGGRAVATED DAMAGES, DAMAGES FOR LOSS OF PROFITS OR REVENUES, FAILURE TO REALIZE ANY EXPECTED SAVINGS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, LOSS OF BUSINESS OPPORTUNITY, OR CORRUPTION OR LOSS OF DATA, FAILURES TO TRANSMIT OR RECEIVE ANY DATA, PROBLEMS ASSOCIATED WITH ANY APPLICATIONS USED IN CONJUNCTION WITH RIM PRODUCTS OR SERVICES, DOWNTIME COSTS, LOSS OF THE USE OF RIM PRODUCTS OR SERVICES OR ANY PORTION THEREOF OR OF ANY AIRTIME SERVICES, COST OF SUBSTITUTE GOODS, COSTS OF COVER, FACILITIES OR SERVICES, COST OF CAPITAL, OR OTHER SIMILAR PECUNIARY LOSSES, WHETHER OR NOT SUCH DAMAGES WERE FORESEEN OR UNFORESEEN, AND EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, RIM SHALL HAVE NO OTHER OBLIGATION, DUTY, OR LIABILITY WHATSOEVER IN CONTRACT, TORT, OR OTHERWISE TO YOU INCLUDING ANY LIABILITY FOR NEGLIGENCE OR STRICT LIABILITY. THE LIMITATIONS, EXCLUSIONS, AND DISCLAIMERS HEREIN SHALL APPLY: (A) IRRESPECTIVE OF THE NATURE OF THE CAUSE OF ACTION, DEMAND, OR ACTION BY YOU INCLUDING BUT NOT LIMITED TO BREACH OF CONTRACT, NEGLIGENCE, TORT, STRICT LIABILITY OR ANY OTHER LEGAL THEORY AND SHALL SURVIVE A FUNDAMENTAL BREACH OR BREACHES OR THE FAILURE OF THE ESSENTIAL PURPOSE OF THIS AGREEMENT OR OF ANY REMEDY CONTAINED HEREIN; AND (B) TO RIM AND ITS AFFILIATED COMPANIES, THEIR SUCCESSORS, ASSIGNS, AGENTS, SUPPLIERS (INCLUDING AIRTIME SERVICE PROVIDERS), AUTHORIZED RIM DISTRIBUTORS (ALSO INCLUDING AIRTIME SERVICE PROVIDERS) AND THEIR RESPECTIVE DIRECTORS, EMPLOYEES, AND INDEPENDENT CONTRACTORS. IN ADDITION TO THE LIMITATIONS AND EXCLUSIONS SET OUT ABOVE, IN NO EVENT SHALL ANY DIRECTOR, EMPLOYEE, AGENT, DISTRIBUTOR, SUPPLIER, INDEPENDENT CONTRACTOR OF RIM OR ANY AFFILIATES OF RIM HAVE ANY LIABILITY ARISING FROM OR RELATED TO THE DOCUMENTATION. Prior to subscribing for, installing, or using any Third Party Products and Services, it is your responsibility to ensure that your airtime service provider has agreed to support all of their features. Some airtime service providers might not offer Internet browsing functionality with a subscription to the BlackBerry Internet Service. Check with your service provider for availability, roaming arrangements, service plans and features. Installation or use of Third Party Products and Services with RIM's products and services may require one or more patent, trademark, copyright, or other licenses in order to avoid infringement or violation of third party rights. You are solely responsible for determining whether to use Third Party Products and Services and if any third party licenses are required to do so. If required you are responsible for acquiring them. You should not install or use Third Party Products and Services until all necessary licenses have been acquired. Any Third Party Products and Services that are provided with RIM's products and services are provided as a convenience to you and are provided "AS IS" with no express or implied conditions, endorsements, guarantees, representations, or warranties of any kind by RIM and RIM assumes no liability whatsoever, in relation thereto. Your use of Third Party Products and Services shall be governed by and subject to you agreeing to the terms of separate licenses and other agreements applicable thereto with third parties, except to the extent expressly covered by a license or other agreement with RIM. Certain features outlined in this documentation require a minimum version of BlackBerry Enterprise Server, BlackBerry Desktop Software, and/or BlackBerry Device Software. 84

85 Legal notice The terms of use of any RIM product or service are set out in a separate license or other agreement with RIM applicable thereto. NOTHING IN THIS DOCUMENTATION IS INTENDED TO SUPERSEDE ANY EXPRESS WRITTEN AGREEMENTS OR WARRANTIES PROVIDED BY RIM FOR PORTIONS OF ANY RIM PRODUCT OR SERVICE OTHER THAN THIS DOCUMENTATION. Research In Motion Limited 295 Phillip Street Waterloo, ON N2L 3W8 Canada Research In Motion UK Limited 200 Bath Road Slough, Berkshire SL1 3XE United Kingdom Published in Canada 85