Mitel Networks 6510 Unified Messaging General Information Guide Issue 2 January 2003
THIS DOCUMENT IS PROVIDED TO YOU FOR INFORMATIONAL PURPOSES ONLY. The information furnished in this document, believed by Mitel Networks to be accurate as of the date of its publication, is subject to change without notice. Mitel Networks assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains.
TABLE OF CONTENTS EXECUTIVE SUMMARY.......................................................................................................................... 4 6510 UNIFIED MESSAGING COMPONENTS ....................................................................................... 5 1. PBX INTEGRATION ............................................................................................................................. 6 2. AUTOMATED ATTENDANT...........................................................
Executive Summary As business and technology trends change both the ways in which we communicate and the tools that we use, PCs and electronic mail continue to rapidly move into a position of prominence as our information requirements grow. Companies are endlessly searching for new ways to improve the speed of information, reduce costs, and improve overall efficiency. Users of the business community rely on receiving messages immediately, regardless of where they are.
6510 Unified Messaging Components 6510 Unified Messaging can be separated into nine major components (Figure 1) as described in this section: 1. 2. 3. 4. 5. 6. 7. 8. 9. PBX Integration Automated Attendant Voice Mail Integrated/Unified Messaging Client Applications Wireless Device Integration Text-to-Speech (TTS) Services Administration Fax Services Figure 1: 6510 Unified Messaging Components Each of these components is comprised of many features.
1. PBX Integration 6510 Unified Messaging supports multiple PBX types using analog, digital and T1 integration, and also supports integration to Centrex using SMDI. 6510 Unified Messaging can be connected to a single telephone system type and can expand to 144 voice channels (dependent on integration type).
6510 Unified Messaging integrates with many different telephone systems through inband integration or serial integration. Integrations are approved and documented for the following PBXs: • • • • • • • Mitel Networks (DNIC available now, T1 to be available Feb.
Figure 2: Audiotex/Voice Menu Utility These voice menus are used to create full-featured, custom-designed call flow applications. Messages can be pre-recorded to provide important information to incoming callers. Through the use of extended voice menu “trees,” callers may then interact with the telephone system to obtain and/or leave information. Voice menus ensure that callers get the information they need without any assistance, 24 hours a day, 7 days a week.
The 6510 Auto Attendant can screen callers, provide music or product messages while the caller is on hold, and redirect a call either before it is transferred to an extension or on a busy/no answer condition. It can connect callers to users who are off-site by giving callers direct access to the user’s cellular, home telephone, or branch office. It gives callers single-digit access to departments or individuals and direct access to a full-featured audiotex menu.
central office (CO) lines, or by port assignment. A separate directory can be assigned to each company, as well as separate greetings, operators, holidays, languages and call routing options. Multilingual Support 6510 Unified Messaging and Auto Attendant have multi-lingual capabilities that makes it the perfect product for today’s global economy. The multi-lingual capabilities extend to both the mailbox level and the company level.
Sophisticated Transfer Options Callers can be transferred: • • • • • to an extension to a mailbox where they bypass ringing the telephone to a mailbox where the caller hears the user’s name and can leave a message to the beep tone where callers don’t hear any greetings and simply record a message (Express Messaging) off premises to a cell phone.
- Delete the message permanently or move it to the Deleted folder Review the message Reply to the message Forward a copy of the message to another user/ list of users with or without added comments - Skip the message - Classify messages as standard, certified, or urgent before sending - Listen to message time and date - Control message playback (volume, speed, rewind, pause, fast-forward) Within the mailbox, users have the option to: • record personal greetings for each of the following conditions - In Off
advancing to the next schedule. (cascading notification). Country and area codes are optional entries, which allow notification for anywhere in the world.
4. Integrated and Unified Messaging Services The unified messaging capabilities of 6510 Unified Messaging optimizes the delivery of e-mail, voice and fax messages by centralizing the delivery and retrieval location, allowing users to manage all three message types from one inbox. The 6510 system supports both Integrated and Unified Messaging options in the following configurations: 1. 2. 3. 4. 5.
Should the user require access to voice messages from the telephone as well, the messages would be left on the 6510 server and would be copied and forwarded to the e-mail server. In order to ensure accurate message waiting lights in this scenario, (for Outlook only) the user’s desktop requires a plug-in that provides a “Voice Delete” button. This button deletes voice messages from the 6510 server as well as from the e-mail server.
Disadvantages of the SMTP integrated messaging configuration - Users require multimedia PCs as there is no option for playback over the telephone (unless optional Web Client is purchased) - No access to e-mail over the phone - Requires storing of voice messages on e-mail server, which may be against IT manager’s “rules” - No message waiting light for Groupwise and Lotus Notes - Duplicate management of voice mails with Groupwise and Lotus Notes Environments that would configure Integrated Messaging using SMT
With the optional desktop Client license (see Section 5), additional functionality is provided to the user. This scenario of deploying Integrated Messaging gives accurate message waiting lights (for voice messages only) as the 6510 is the only server that receives voice messages and it also controls the message waiting light.
When a user opens the e-mail client (i.e. Outlook XP, Lotus Notes, Groupwise) there will be two inbox folders, one pointing to the e-mail server, the other pointing directly to the 6510 voice mail store.
• Where remote reading of e-mails (using text-to-speech) is NOT a requirement Recommended environment for this deployment method: • Outlook XP and Lotus Notes 5.0 clients The following chart shows the differences in functionality for SMTP and IMAP implementations, depending on the e-mail client that is installed: 6510 Integrated Messaging Deployment Options E-mail Client SMTP Forward Recommended Implementation.
GroupWise 6.0 Select this option; however there will be NO MWI with this implementation. There is no client plug-in to allow users to delete VM messages through the e-mail client. Messages will remain on the 6510 server until they are deleted, or until they expire. This option is not currently supported by Mitel Networks as it has not been tested/verified.
Figure 8 : Integrated Messaging for reading e-mail using TTS Mitel Networks 6510 Unified Messaging General Information Guide - Issue 2 Page 21
- Advantages of using TTS in Integrated Messaging Deployment Inexpensive access to TTS for occasional travelers Allows organization to try TTS before investing in a full UM solution Disadvantages of using TTS in Integrated Messaging Deployment - No synchronization with e-mail. When user returns to the office, the email messages show as being unread. Duplicate management of messages- User can listen to e-mail messages using TTS but with limited response/reply functions 4.
Advantages of Unified Messaging using MSS: • • • • • Full synchronization of all message types including wireless Access to all message types from any device (phone, cell phone, e-mail, wireless) Accurate Message Waiting indication on phone Full redundancy of messages (duplicate e-mail and voice mail/fax storage) UM users get access to all client applications (see Section 5) giving them greater flexibility in meeting individual requirements Disadvantages of Unified Messaging using MSS: • • • • • Requires
• When a new e-mail is received in the e-mail server, the e-mail message count is incremented on the 6510 but header info is not sent over. When accessing e-mails using TTS, message header info and content are downloaded on demand and the cache is emptied when the session is ended. There is no access to e-mail using TTS if the e-mail server is down. Behavior of IMAP TSE in 6510 Release 1.
Figure 9: Unified Messaging using IMAP TSE Gateway Figure 10: Unified Messaging using IMAP TSE Gateway Support for multiple e-mail environments The 6510 IMAP4 TSE allows for connection to multiple e-mail environments by allowing each user group or each user to “point” to the e-mail server of choice. No separate option is required as is the case with MSS “connectors”. If the customer has a mixed e-mail environment that includes Exchange 5.
Figure 11: Unified Messaging in a Multiple E-mail Environment How does TTS work? To access e-mails when traveling remotely, the user calls the 6510 mailbox or accesses it via the Web Client and reads the header information of the e-mails which are stored in the 6510 server IMAP TSE sends the header information with each new e-mail that is received.
Note: Message Waiting can be configured multiple ways, including being activated for voice mail only or for voice mail, fax and e-mail. Advantages of Unified Messaging using IMAP TSE Gateway: • • • • • • • • • • • • Works with multiple e-mail environments including Exchange 2000, Lotus Notes 5.0.8, GroupWise 6.0 and any other IMAP4-compliant e-mail Single point of user creation in all e-mail environments.
Unified Messaging: MSS versus IMAP4 TSE The following chart shows a comparison between Unified Messaging deployments using Message Synchronization Service versus IMAP 5 Transparent Storage Engine: E-mail environment Texttospeech Max Number of UM users Max number of Voice Mail/Integrated Messaging users Total servers required for: 500 UM users 1000 UM users 2500 UM users 5000 UM users 10,000 UM users Message Storage MSS Exchange 5.5/2000, Lotus Notes 5.0.
5. Client Applications Unified Messaging users require a client license in order to connect to MSS or the IMAP4-TSE Gateway. With the purchase of this client license, the user has access to several client applications, including a Web Client and Desktop Client. Although not required for Integrated Messaging users, these client applications can also be offered to IM users who wish to take advantage of the functionality these applications offer.
users are informed of who is calling and if a PIM is specified such as Outlook or Goldmine, the contact information also pops up based on the incoming telephone number. The PIM packages currently supported are: • • • • Act! Goldmine Maximizer Outlook Any other ODBC-compliant database can be integrated into screen pop functionality, using an optional Active X script writing utility. This allows customization of screen pops and database lookups using Visual Basic scripts.
• Multiple types of Caller ID boxes or methods can be used simultaneously if the telephone system supports the configuration. If a Caller ID is not available to the system, and the user has configured the system to ‘Ask’ the caller for their phone number, this information will be passed to the user’s desktop instead. 5.3 Web Client The Web Client provides users with two levels of service: 1.
Figure 14: Web Client 5.4 LanTalk LanTalk is an internal corporate instant messaging application. This application enables all users with access to the client application suite to view user status of other users in the corporation, and instant message those users, popping a message right to their desktop. In Release 1.2 (March 2003), the LanTalk application will also support SMS (text messaging) allowing messages to be sent to the user’s SMS enabled device, such as a cellular phone or pager.
Figure 15: LanTalk Corporate Instant Messaging Application 6. Wireless Services Support for wireless device integration is an optional component of the 6510 Unified Messaging solution, and requires MSS to provide the synchronization between the wireless devices and the e-mail/6510 servers. Note: This feature is not available for Integrated Messaging Users. For Unified Messaging applications using IMAP TSE, MSS is also required for a wireless connector.
Figure 16: MSS Synchronization with Wireless devices The changes (or functions) that MSS tracks for each connector including wireless are: • • • User Functions – addition, modification, or deletion of all user accounts on any of the linked servers Folder Maintenance Functions – addition, deletion, renaming, copying or moving of folders on all linked servers that support folder management Messaging Functions – addition, deletion, modification, moving or copying of any messages.
supports message encryption for security purposes and puts the message and synchronization management in the IT managers control while allowing the user the flexibility on what they want synchronized. Users completely eliminate the need for cradles and client-side synchronization software on their desk. The synchronization takes place on the server-side and the client-side application monitors and manages the events.
PALM OS Devices Supported Treo 180 Treo 270 Palm VI Wireless Users can pick and choose what events on the e-mail account they want synchronized with the device. M500/515 Handheld 1705 Handheld It allows for more than just the inbox; users can synchronize all the folders in their account. On the Palm device, the 6510 uses an IMAP client that synchronizes with all IMAPcompliant mail servers.
No application needed on the device other than Outlook for Pocket PC. Voice files are WAV in GSM compression for simple industry standard access and complete compression: 74 kb=1min mess. Mitel Networks 6510 Unified Messaging General Information Guide - Issue 2 Acts as IMAP client enabling real-time synchronization with wireless versions.
WAP Interface In Release 1.2 (March 2003) ,the 6510 Unified Messaging platform will also offer a Wireless Application Protocol (WAP) interface to the Web Client that is fully synchronized with the enterprise e-mail solution.
7. Text–to-Speech 6510 Unified Messaging uses a powerful engine to perform text-to-speech conversion using Scansoft® award-winning RealSpeak™. The text-to-speech engine is flexible enough to play the names users have assigned to their folders, and also plays emails back over the telephone. Text-to-speech can be used in both an Integrated and Unified Messaging environment.
8. Administration 6510 Unified Messaging is controlled through an Administrator Utility that is a snapin provided to Microsoft Management Console (MMC) This utility can be installed on a separate server from the 6510 Unified Messaging application and can be accessed from a client PC or through the web over TCP/IP. Up to 10 administrators are supported at the same time with different access levels.
LDAP Importer Utility When deploying the 6510 system, tools such as the LDAP Importer Utility can be used to allow an existing LDAP directory (Active Directory in Windows 2000) to be imported and then selectively replicated to the 6510 Server. This process allows the installers to quickly create voice-mail/Integrated Messaging/Unified Messaging users in large enterprise installations. This can be done on a one-time basis at initial installation or can be scheduled for regular updates.
Flexible Schedules Each feature can be applied based upon a schedule. This schedule tells the voice menu when to apply this feature and when not to. For each feature, any one of the following four schedule types can be created and feature options defined within the specified time frame and outside of it: • • • • General Schedule Daily Schedule Weekly Schedule Calendar Schedule Each schedule can be displayed in report form for easy viewing.
Figure 20: Mailbox Options and Settings Copy and Paste Functionality To copy specific mailbox settings or a group of settings from one or several mailboxes to other mailboxes, 6510 Unified Messaging has a Copy and Paste utility. Customize Mailbox Layout Each user can customize the dial plan to manage their individual mailboxes. Plans can be created for an individual user, a group of users, or an entire company, and can include all of the mailbox options or only some specific options.
Figure 21: Customized Mailbox Options Additional Mailbox Options Some additional options that are available and are set by the system administrator include the ability to: • • • Assign a personal operator different from the company operator for a caller who reaches a mailbox and presses 0 Play time and date that messages were received, as well as the attached Caller ID, if applicable Play back messages in ascending (from first message to last) or descending (from last message to first) order.
• Mailboxes require a subscriber number and are protected by a numeric password that can be up to 15 digits in length. The increased complexity of the password allows for improved security. • The e-mail user must have a computer, appropriate e-mail client software and access to the message store. Network and e-mail access is generally protected with alphanumeric User IDs and passwords of comparable or greater length.
• • Whether or not the user is set up to retrieve messages through the desktop destination mailbox for forwarded messages user’s name number of unread messages in the mailbox personal operator for callers that reach the user’s mailbox and press 0 number of read messages current mailbox status Whether or not the tutorial is on A Port Activity screen to view current activity on all ports simultaneously, or only a specific port A Trace Screen that acts as a digit grabber to display detailed information as to
Figure 22: Example Report – Calls Per Hour 9. Fax Services The 6510 Unified Messaging product has the option of providing complete fax integration options to suit any business needs. The 6510 Unified Messaging application will support fax in 3 different manners: 1. Integrates with any third-party fax server that the customer may already have 2. Supports fax-on-demand services from the Auto Attendant application 3. Provides in-bound fax mail on-board the 6510 server 9.
• When a user calls in to the 6510 to listen to messages, the system indicates how many fax messages are in their mailbox, and gives the user option to listen to the fax header information, and print the fax message to a local fax machine. 6510 Requirements 6510 must have either MSS or IMAP TSE for Unified Messaging and users require a UM desktop client license. 9.2 Fax-on-Demand Many organizations provide information to employees, customers, partners, and suppliers through a variety of access points.
• Users can designate other notification options (pager, cell phone, e-mail) 6510 Requirements Fax Mail is an optional fax application that resides directly on the 6510 server, and supports from 2–16 analog fax ports. In addition to an unlimited user software license, Dialogic GammaLink fax boards are required for this application. For users who require access to fax messages from a PC but without access to their e-mail client (ie.
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