Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-4Note:For a client PC to be able to communicate with the VP system PC, the following two linesmust be present in the client PC’s registry after the line LastAdapter=0:DestRemFtpIP=VMSERVIPDestVmIp=VMSERVIP       (where VMSERVIP is the IP address of the VP system PC)InstallDir=C:\VCM(on workstations running NT workstation of NT server software  only.  C is the hard drive of the client PC)These entries are made automatically when VCM client software is installed on the VPsystem PC.  If, however, you intend to operate VCM over a WAN or you encounterproblems with VCM, you should ensure both the above entries are present in the registryand that they reflect the correct IP address of the VP system PC.You can edit these entries in the PC’s registry by clicking on the Start button at thebottom-left of the PC screen, selecting Run, then typing REGEDIT and pressing .Next, select HKEY_CURRENT_USER  SOFTWARE  KEYVOICE \ VCM  2.22.1.3 Adjusting Subscriber Mailboxes to Permit VCM Access
Before a subscriber can use VCM, the USES VCM field on the subscriber’s MAILBOX screen must be
checked.  Use the procedure detailed below.
To adjust a subscriber’s mailbox to permit VCM access:
1. From the Windows NT desktop of the VP system PC, double-click the DATABASE ADMINISTRATOR
icon.  You are prompted to enter a password.
2. Type 1234 then press  to log on using the default Technician level password.
3. Access the BOXES pull-down menu.
4. Select MAIL BOX from the Boxes menu.  Use the Select button to access the MAILBOX screen for the
subscriber to be permitted VCM access.
5. Move the cursor to the USES VCM field on the General tab.  Check the box by clicking on it or by
pressing the Spacebar.
6. Use the Select button to modify additional subscriber mailboxes as necessary.
7. Press  to save the changes or click on the Save icon on the screen.  You return to the main
screen.
22.1.4 Using VCM
VCM has been designed with an intuitive user interface that allows users to move easily through the
program and use the program’s options and features.  Extensive online help is also available to assist new
users with understanding the program’s functionality.  To access online help, use options provided on the
Help pull-down menu. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-522.2 Implementing Unified Messaging and E-mail Reader
Version 10.1 Unified messaging allows subscribers to access and manage their voice mail messages, including those
with fax attachments, alongside their e-mail messages—all in one place, a Microsoft Outlook Inbox.  This
way, in addition to viewing and sending e-mail messages, unified messaging subscribers can listen to and
work with voice mail messages and view and manipulate fax messages, all from their PC desktop Inbox.
The e-mail reader furthers this overall message management capability by allowing subscribers who are
away from their Inbox to call in to their voice mailbox to manage all their voice and e-mail messages.
Subscribers can hear, reply to, and forward voice mail messages as well as work with e-mail messages
and fax mail messages, all by calling in from any telephone.
Access to the unified messaging feature is sold on a per-seat license.  If 25 seats were purchased, only 25
subscribers can have the unified messaging feature running with their desktop Outlook Inbox at one time.
Similarly, access to the e-mail reader feature is sold on a by-port license. If a 2-port license is purchased,
only 2 subscribers can access and use the e-mail reader feature to hear their e-mail over the telephone at
one time.
Note:Initial releases of the unified messaging and e-mail reader features do not include allplanned functionality.  The user online help file identifies most of the to-be-implementedcapabilities.  Note, however, that one planned enhancement not mentioned in the useronline help involves providing unified messaging subscribers with mailbox and greetingsetup, message/pager delivery setup, and incoming call control capabilities similar tothose offered in the Visual Call Management (VCM) feature.  Once this functionality isincorporated into unified messaging, it will be unnecessary for unified messagingsubscribers to also run VCM on their desktops—VCM will offer no additional functionality.22.2.1 Understanding Unified Messaging and E-mail Reader Requirements
 LAN Requirements for Unified Messaging and E-mail Reader
The unified messaging and e-mail reader features function on any local area network (LAN) running the
TCP/IP protocol.  LANs that can run this protocol include Windows 95/98/2000, Windows NT, and
Novell LANs.  For information on setting up TCP/IP protocol, contact a LAN administrator.
E-mail Client Software Requirements for Unified Messaging
The unified messaging feature functions with Outlook 98 or Outlook 2000 installed in Corporate or
Workgroup mode.  Unified messaging will not function with other client e-mail packages, including
Outlook Express or either Outlook 98 or 2000 installed in Internet mode.
Note:If Internet Explorer is installed on the client PC, verify that it is not set up to run OutlookExpress as the default e-mail client.  Instead, it must specify Outlook in the MAPI mode. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-6E-mail Server Software Requirements for E-mail Reader
The e-mail reader feature functions with any e-mail server that is POP3 compliant, such as Exchange
Server and many others, including those used by Internet Service Providers.  For complete functionality,
the e-mail package must use SMTP when sending e-mails.  If it does not, when the subscriber accesses an
e-mail over the telephone when his/her Outlook Inbox is not running on the desktop, the subscriber loses
the ability to record a voice mail reply to a message and send that message via e-mail.
Note:In an Exchange Server environment, the e-mail Mailbox Name and User name set up for auser must be identical.  Otherwise, that individual will be unable to access the e-mailreader feature.Also, the unified messaging feature supports both Exchange server-based and PersonalFolders-based Inboxes.22.2.2 Understanding How Unified Messaging and the E-mail Reader Function on
the LAN
Unified Messaging
 Understanding the Agent and the Relationship Between the Client PC Outlook Inbox and the VP
System PC
Unified messaging client software works in conjunction with a Microsoft Outlook 98 or 2000 Inbox
(installed in Corporate or Workgroup mode).  When you install and configure unified messaging client
software on a client PC, a component of the client software referred to as the “agent” runs on the client
PC’s desktop whenever Outlook is running.  The agent communicates directly with the VP system PC.
When the status of the Outlook Inbox changes (new e-mail messages arrive, for example), the agent
notifies the VP system PC via TCP/IP packets.  A copy of the text in any new e-mail message is
transported to the VP system PC.  This communication allows:
· The VP system PC to keep message waiting lights on the subscriber phones up to date. (Message
waiting lights on phones at unified messaging PC workstations can reflect new voice mail and e-mail,only voice mail, or only e-mail.  This is configurable on a mailbox by mailbox basis on each
subscriber’s MAILBOX screen.)
· The VP system PC to relay accurately the client Inbox status (number of new and saved e-mail
and voice mail messages) to a subscriber when he/she calls his/her voice mailbox through the
telephone. (Message counts for unified messaging subscribers can reflect both new voice mail and e-mail, only voice mail, or only e-mail.  This is configurable on a mailbox by mailbox basis on each
subscriber’s MAILBOX screen.)
· The subscriber to retrieve e-mail messages along with voice mail messages when he/she calls in
to his/her voice mailbox over the telephone.  Text from each e-mail message is copied to the VP
system PC from the e-mail server.  A subscriber can hear each e-mail’s text by calling into his/her
mailbox on the VP system PC.  Text is voiced to the subscriber through a text-to-speech e-mail reader
feature available on the VP system PC.  (Attachments to e-mails are not opened or voiced.)
In addition to communicating to the VP system PC whether and when e-mail messages are received in the
client PC Outlook Inbox, the agent also monitors the VP system PC and notifies the client Outlook Inbox
via TCP/IP when new voice mail messages arrive on the VP system PC.  This way, voice mail messages 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-7display in the Inbox window alongside new and saved e-mail messages, and they can be retrieved via the
Inbox interface. Subscribers can play, delete, save, and otherwise work with the voice mail messages by
selecting them through the Inbox interface.
While the subscriber is logged into his/her Outlook Inbox, the agent continuously maintains
synchronization over the network between the Outlook Inbox on the client PC and the mailbox for the
subscriber on the VP system.  This means that if the subscriber deletes a voice mail message through the
Inbox interface, it is simultaneously deleted from the subscriber’s mailbox on the VP system PC.  And if
the subscriber deletes a voice mail message by logging into his/her voice mailbox and listening to the
message over the telephone, the message is immediately deleted from the Outlook Inbox on the client PC.
Understanding the E-mail Reader Feature
If the subscriber logs off of the client PC Outlook Inbox or shuts off the client PC, the e-mail server
cannot deliver new e-mail messages to the client PC Outlook Inbox.  Subsequently, the agent running on
that client PC cannot copy new e-mail messages to the Inbox owner’s voice mailbox on the VP system
PC.  Also, since the client PC Outlook Inbox is not running, the agent cannot transport new voice mail
messages received on the VP system PC to the Outlook Inbox.  This means when the subscriber shuts
down the Outlook Inbox, the agent is disabled.
At these times, the VP system PC’s Proxy E-mail Client service (or PEC) acts on behalf of the agent on
the client PC.  The PEC uses POP3 technology to poll the e-mail server periodically—logging into the e-
mail server on the client PC’s behalf, and retrieving textual copies of e-mail messages that have arrived
for the client/subscriber.  The PEC works this way whenever the agent is not running on the client PC
(because Outlook is not running).  This way, e-mail messages are still copied to and available along with
voice mail messages on the VP system PC. A subscriber calling in to his/her mailbox over the telephone
(such as from other outside phones, for example) can retrieve, save, delete, and otherwise work with both
types of messages. Like with each voice mail message, when listening to each e-mail message, the
subscriber can rewind, fast-forward, or pause the message playback, then save, delete, and reply to the e-
mail by making keypress entries on the telephone handset.
Whether the agent is up and running on the client PC desktop, transporting messages back and forth to the
VP system PC, or the PEC is retrieving messages from the e-mail server for the VP system PC, a
subscriber can use the e-mail reader feature to call in to a voice mailbox over the telephone and access e-
mail messages in addition to voice mail messages.
When a subscriber accesses his/her mailbox over the telephone and works with e-mail messages (saves
them or deletes them for example), information on the updated status of each e-mail message is retained
on the VP system PC.  If the agent is running on the client PC associated with that mailbox, the updated
status of the message is immediately communicated from the VP system PC to that client PC Outlook
Inbox, and the message is displayed appropriately in the Inbox (a message saved by a subscriber calling
into his/her mailbox over the telephone appears as a Saved message in the Inbox, for example).  If the
PEC is running (instead of the agent) the updated status of the message is communicated from the VP
system PC to the client PC Outlook Inbox the next time the subscriber logs into his/her Outlook Inbox
and the unified messaging client software agent is restarted for that Inbox.  When the Outlook Inbox is
restarted, these steps take place:
1. The e-mail server populates the Inbox with new e-mails that have arrived for the subscriber.
2. The agent updates the status of each of those e-mail messages with any status changes that were made
by a subscriber who worked with those e-mail messages by calling into his/her voice mailbox from
the telephone while the agent was inactive. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-83. The agent populates the Outlook Inbox with any new voice mail messages stored for the subscriber
on the VP system server.
4. The agent updates the status of any voice mail messages stored in the Outlook Inbox with any status
changes that were made by a subscriber who worked with those voice messages by calling into
his/her voice mailbox from the telephone while the agent was inactive.
Understanding Synchronization
Synchronization involves the ability of the VP system to effectively monitor the number of new and
saved voice and e-mail messages a subscriber has, and use this information accurately:
· Activate and de-activate the subscriber’s telephone message waiting light. (As stated earlier, message
waiting lights on phones at unified messaging PC workstations can reflect new voice mail and e-mail,only voice mail, or only e-mail.  This is configurable on a mailbox by mailbox basis on each
subscriber’s MAILBOX screen.)
· Voice message counts over the telephone that accurately reflect the actual status of the subscriber’s
Outlook Inbox on his/her client PC.  (As stated earlier, message counts for unified messaging
subscribers can reflect both new voice mail and e-mail, only voice mail, or only e-mail.  This isconfigurable on a mailbox by mailbox basis on each subscriber’s MAILBOX screen.)
· Update the status of a voice and/or e-mail message in a mailbox on the VP system PC when a
subscriber changes the status of that message by working with it from the Outlook Inbox on a unified
messaging-enabled client PC.
· Update the status of a voice and/or e-mail message in the Outlook Inbox on a unified messaging-
enabled client PC when the subscriber changes the status of that message by working with it when
calling into his/her voice mailbox from a telephone.
Understanding Problems Associated with the Loss of Synchronization
When synchronization is lost between the Outlook Inbox on a client PC running unified messaging client
software and the VP system PC, you may experience the following problems:
· The count of new and/or saved messages voiced to the subscriber over the telephone when he/she
logs into his/her mailbox does not match the actual count of new and/or saved messages displayed in
the subscriber’s unified messaging Outlook Inbox.
· There are “orphaned” e-mail messages on the VP system for a subscriber.  These are messages that
the subscriber can access and hear only by calling into his/her voice mailbox over the telephone and
selecting to hear new and/or saved e-mail messages over the telephone.  These orphaned e-mail
messages do not display in the subscriber’s unified messaging Outlook Inbox.
In most instances a subscriber loses synchronization due to two general reasons.  To understand these
reasons, be sure to review the following:
As explained earlier, when the unified messaging client PC’s agent software is not
running, the PEC periodically retrieves e-mails that come in for the subscriber directly
from the e-mail server, copying the text of the e-mail to the VP system PC.  This
allows the subscriber to call into his/her voice mailbox and manipulate the status of
the message over the telephone (change the message from new to saved, for example).
The updated status of the message is communicated from the VP system PC to the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-9client PC Outlook Inbox the next time the subscriber logs into his/her Outlook Inbox
and the unified messaging client software agent is restarted for that Inbox. When the
Outlook Inbox is restarted, these steps take place:
1. The e-mail server populates the Inbox with new e-mails that have arrived for the
subscriber.
2. The agent updates the status of each of those e-mail messages with any status changes that
were made by a subscriber who worked with those e-mail messages by calling into his/her
voice mailbox from the telephone while the agent was inactive.
3. The agent populates the Outlook Inbox with any new voice mail messages stored for the
subscriber on the VP system server.
4. The agent updates the status of any voice mail messages stored in the Outlook Inbox with
any status changes that were made by a subscriber who worked with those voice messages
by calling into his/her voice mailbox from the telephone while the agent was inactive.
Loss of Synchronization Reasons· A subscriber manipulated the status of his/her e-mail messages on the e-mail server by logging
into the server using a means other than the unified messaging-enabled client PC Outlook
Inbox—This can include by accessing the e-mail server over the web or through another e-mail
account.  Consider the following scenario:  John shuts down his unified messaging-enabled client PC
Inbox at his work.  The agent is no longer running, and the VP system PC PEC is now retrieving e-
mails that arrive for John and copying the e-mail text to the VP system PC.  John accesses his e-mail
account on the e-mail server from another PC—from home via the web, for example, and he deletes 3
e-mails.  John comes back to the office and restarts his unified messaging-enabled Outlook Inbox on
his client PC.  Because the 3 e-mails John deleted from home are gone from the e-mail server, they do
not display in his unified messaging-enabled Outlook Inbox.  They do, however, still exist on the VP
system PC, since the PEC copied them there while John’s PC at the office was off.  When John calls
into his voice mailbox over the telephone, the message count for new and saved voice and e-mail
messages includes counts for the 3 e-mail messages that were copied to the VP system PC by the
PEC, but are not displayed in John’s unified messaging-enabled Outlook Inbox. The only way these 3
“orphaned” messages can be deleted from the VP system PC is by having John call into his voice
mailbox and delete each orphaned e-mail using the telephone keypad options.
Note:If another individual is accessing a subscriber’s e-mail messages via the Delegationfeature available in Outlook, the subscriber will have an orphaned e-mail message on theVP system PC for any message the other individual deleted from the subscriber’s Inbox ormoved from the Inbox into another folder.· A subscriber set up rules to automatically move new messages to folders other than the main
Outlook Inbox—Consider the scenario where John has a unified messaging-enabled Outlook Inbox
that has been set up to use a rule to automatically send all new messages from [email protected] to acertain folder he set up in Outlook.   John shuts down his unified messaging-enabled client PC Inbox.
The agent is no longer running, and the VP system PC PEC is now retrieving e-mails that arrive for
John and copying the e-mail text to the VP system PC.  While the PEC is running, it copies the text
for 4 new messages that arrive from [email protected] to the VP system PC. John comes back to theoffice and restarts his unified messaging-enabled Outlook Inbox on his client PC.  The first step in the
four step cycle described above takes place.  The rule in John’s Inbox immediately moves the
[email protected] messages to the folder John set up.  When it is the agent’s turn to execute step 2above, the agent only consults the Outlook Inbox (not any folders set up in Outlook).  Because the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-10agent cannot find the 4 messages from [email protected] in John’s Outlook Inbox, it retains them onthe VP system PC.  When John calls into his voice mailbox over the telephone, the message count for
new and saved voice and e-mail messages includes counts for the 4 e-mail messages from
[email protected] that were copied to the VP system PC by the PEC, but are not displayed in John’sunified messaging-enabled Outlook Inbox (since they have been moved automatically to a folder).
The only way these 4 “orphaned” messages can be deleted from the VP system PC is by having John
call into his voice mailbox and delete each orphaned e-mail using the telephone keypad options.
Also be advised that, as stated earlier, while the subscriber is logged into his/her client PC Outlook Inbox,
the agent continuously maintains synchronization over the network between the Inbox and the mailbox
for the subscriber on the VP system server PC.  Note, however, that when the PEC is operating in place of
the agent it is periodically polling the e-mail server to retrieve e-mail copies.  By default, the PEC polls
the e-mail server every 10 minutes.  Because the polling takes place at intervals, a subscriber calling in to
access e-mail messages over the telephone will not hear a message that was received on the e-mail server
between the time of the last poll by the PEC and the subscriber’s call into the voice mailbox.
Note:Currently, the unified messaging feature supports synchronization of all e-mail messagesthat include a unique ID header.22.2.3 Understanding the Installation and Setup Process
To implement unified messaging and e-mail reader capabilities, you must install and set up software on
both the VP system PC and on the client PC belonging to each subscriber who will be using these
features.  The method you use to install and set up unified messaging and e-mail reader capabilities on
the VP system PC differs depending on whether:
· You are setting up an NT-based VP system kit system
· You are setting up a turnkey VP system that was sent to you with VP system version 10.1
software pre-installed
A table presented later in this section identifies the procedures you must follow to install unified
messaging and e-mail reader capabilities under both of the conditions identified above.  Be advised that
under all conditions, part of the implementation will involve completing and/or accessing the MAILBOX
SETUP screen for each subscriber who will be using these features and entering on it the subscriber’s e-
mail server log in name and password.  Be advised that you will need to obtain this information from the
network administrator and/or from each subscriber.  You will also need to inform subscribers that if
they change their e-mail server login password at any time after you set up their mailbox for
unified messaging/e-mail reader usage, the system administrator must be informed of the new
password so it can be manually updated on the subscriber’s MAILBOX SETUP screen.
The method you use to install and set up unified messaging and e-mail reader capabilities on each client
PC is the same under all the conditions listed above.  Information presented later in this section provides
the step-by-step procedures. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-1122.2.4 Installing Unified Messaging and E-mail Reader Features on the VP System
PC
Materials Required for Installation
To perform the installation you must have the materials listed below.
· A tape you can use to make a tape backup of any existing VP system*
· Key Voice Installation CD-ROM*
· NT Service Pack 5 CD-ROM (note that although some Service Pack 5 files are included on the
VP System CD-ROM, you must install Service Pack 5 from an NT Service Pack 5 CD-ROM to
install the complete pack)*
· The static IP address assigned to the VP system PC
· The computer name assigned to the VP system PC
· The network port number to be used for voice mail network messages (a port number is
automatically selected during VP system software installation—you can choose to accept this
default if the LAN administrator does not require that a specific network port be indicated)
· A blank 3.5” diskette or access from the VP system PC to a network drive that is accessible by all
unified messaging client PCs (optional)
· NTRenew code (listed on the system invoice)
Note:If you purchased a turnkey VP system that included VP system software version 10.1 orhigher, you do not need to back up the system or re-install software on the VP system PC.Therefore, you do not need the items that are followed by an asterisk (*).Performing the Installation
Because VP system engineers strive continually to improve the efficiency and ease of installations,
installation instructions change frequently. For the most up-to-date installation instructions for unified
messaging and e-mail reader features, please refer to the Installation Notes provided in the inside front
cover pocket of this manual. The Installation Notes are step-by-step instructions for installing your VP
system. If Installation Notes are not located in the front cover pocket of this manual, contact technical
support.
The following table identifies the general procedures you follow to complete the installation. Whether
you are installing a new NT-based VP system kit or turnkey system with version 10.1 or higher software,
the steps you follow to complete some of the procedures are detailed in other sections of this manual that
are referenced in the table. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-12If you are:Complete these Procedures  to Install andSet up VP System PC:Where to Go for Instructions:Installing a turnkey VP
system with version 10.1
or higher software pre-
installed.1. Follow the procedures in sections 2 to attach
the key to the VP system PC, in section 3 to
run the PBX Setup utility, in section 4 to set
up system setup screens, and in section 5 to
set up Mailbox information screens.
2. Run the UpdatedBReport utility.
3. Run the NetReg utility (optional).· Section 2
· Section 3
· Section 4
· Section 5
· Installation Notes
· Installation NotesInstalling a kit VP system
that includes version 10.1
or higher software on an
installation CD ROM.1. Follow the procedures in section 2 to attach
the key to the VP system PC, in section 20
to set up and install the voice/fax boards, in
the Installation Notes to install the VP
system software and run PBX setup, in
section 4 to set up system setup screens,
and in section 5 to set up Mailbox
information screens.
2. Run the UpdatedBReport utility.· Section 2
· Section 20
· Installation Notes
· Section 4
· Section 5
· Installation Notes22.2.5 Setting up Unified Messaging and E-mail Reader Features on the VP
System PC
To set up this release with unified messaging and e-mail reader features on the VP system PC, you must
adjust the MAILBOX SETUP screen belonging to each subscriber who will be using these features.  Use the
procedure detailed below.
To adjust each subscriber’s Mailbox Setup screen:
1. When you re-install NT-based VP system software on the VP system PC, the MAILBOX SETUP screen
for each mailbox on the system is updated.  The first tab, GENERAL, is adjusted to include a new field:
USES UNIFIED MESSAGING.  An additional tab, E-MAIL, is also added.
Access the MAILBOX SETUP screen for each subscriber who will be using unified messaging, and
select the USES UNIFIED MESSAGING checkbox on the GENERAL tab.
Note:The unified messaging and e-mail reader features are available as optional add-onfeatures to the NT-based VP system.  Access to the unified messaging feature is sold ona per-seat license.  Though you can check the USES UNIFIED MESSAGING checkbox onas many subscriber MAILBOX SETUP screens as you like, if 25 seats were purchased,only 25 subscribers can have the unified messaging feature running with their desktopInbox at one time.  Similarly, access to the e-mail reader feature is sold on a by-portlicense.  If a 2-port license is purchased, only 2 subscribers can access use the e-mailreader feature to hear their e-mail over the telephone at one time. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0022-13Mailbox Setup Screen General Tab
2. Next, select the E-MAIL tab of the MAILBOX SETUP screen.  If the subscriber wants to be able to listen
to e-mail messages over the telephone when Microsoft Outlook is not up and running on his/her
desktop (because the subscriber is away from the office, for example), complete the e-mail tab of the
mailbox setup screen.  This information allows the voice mail server’s PEC service to log into the e-
mail server on behalf of the client PC and copy messages to the voice mail server.  This way,
subscribers can retrieve (via telephone) new e-mail messages they receive while Outlook is not
running on their desktop.  Be advised that if the subscriber changes his/her e-mail login password
from the password entered on this screen, the screen must be updated or the PEC will no longer
retrieve e-mails for the subscriber.Mailbox Setup Screen E-mail Tab