5M00050V 5M00050I Student Guide

Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance & Troubleshooting
5M00050V/ 5M00050I
2011 Ava ya Inc. All ri ghts reserved.
Table of Contents
Getting Started .............................................................................................................................. 15 Warm Up ................................................................................................................................... 16 Technical Check........................................................................................................................ 17 Module 1: Introduction .................................................................................................................. 18 Instructor and Participant Introduction ...................................................................................... 19 Course Description.................................................................................................................... 20 Course Objectives ..................................................................................................................... 21 Prerequisite Knowledge ............................................................................................................ 22 Expectations .............................................................................................................................. 25 Module 1: Introduction .................................................................................................................. 26 Module Objectives ..................................................................................................................... 27 Messaging Overview ................................................................................................................. 28 CMM Overview .......................................................................................................................... 29 CMM and CM Shared Resources .......................................................................................... 30 Switch Integration...................................................................................................................... 31 CMM Servers ............................................................................................................................ 32 System Platform Architecture ................................................................................................... 33 Hardware Platform and Capacities ........................................................................................... 34 CMM Features........................................................................................................................... 35 Overview of Networking Capabilities ........................................................................................ 36 System Installation Checklist .................................................................................................... 37 Summary ................................................................................................................................... 38 Quiz ........................................................................................................................................... 39 Module 2 : Communication Manager Messaging (CMM) Administration .................................... 40 Accessing CMM Web and Command Line Interface ............................................................ 51 Enabling CMM through SMI ...................................................................................................... 52 Accessing CMM through dom0 Shell........................................................................................ 53 Accessing CMM through SSH .................................................................................................. 54 Lab Exercise 1: Access and Enable CMM ............................................................................... 55
Summary ................................................................................................................................... 56 Quiz ........................................................................................................................................... 57 Lesson Objectives ..................................................................................................................... 59 Login-Profile Mapping ............................................................................................................... 60 Login Changes .......................................................................................................................... 61 Login Profiles............................................................................................................................. 62 Managing Permissions for Customers Installing service packs/ RFUs ................................... 63 Creating Privileged Logins (profile 18) ..................................................................................... 64 Creating Privileged Logins (profile 18) (Continued) ................................................................. 65 Login Field Descriptions............................................................................................................ 66 Login Field Descriptions (contd.) ............................................................................................. 67 Creating Unprivileged Logins (profile 19) ................................................................................. 68 Creating Unprivileged Logins (profile 19 (Continued) .............................................................. 69 Creating New Profiles ............................................................................................................... 70 Creating Logins with New Profiles ............................................................................................ 71 Lab Exercise 2: Create a Privileged Login Account and an Unprivileged Login Account ....... 72 Summary ................................................................................................................................... 73 Quiz ........................................................................................................................................... 74 Lesson Objectives ..................................................................................................................... 76 Creating a Mailbox .................................................................................................................... 77 Creating a Mailbox (contd.) ...................................................................................................... 78 Assigning Capabilities/Permissions to Subscribers.................................................................. 79 Assigning Capabilities/Permissions to Subscribers (contd.) ................................................... 80 Permissions to Subscribers ...................................................................................................... 81 Permissions to Subscribers (Continued) .................................................................................. 82 Permissions to Subscribers (Continued) .................................................................................. 83 Changing a Mailbox .................................................................................................................. 84 Deleting a Mailbox..................................................................................................................... 85 Creating and Changing Subscriber Name Recording .............................................................. 86 Recording Personal Greeting for a Subscriber......................................................................... 87 Managing Passwords ................................................................................................................ 88 Reassigning Passwords............................................................................................................ 89 Locking/Unlocking Mailboxes.................................................................................................... 90
Lab Exercise 3: Create a Subscriber and Assign Permissions to a Subscriber ...................... 91 Summary ................................................................................................................................... 92 Lesson Objectives ..................................................................................................................... 94 System Limits ............................................................................................................................ 95 Basic Parameters ...................................................................................................................... 96 Log-in Parameters..................................................................................................................... 97 Input Time Limits ....................................................................................................................... 98 Threshold Warnings .................................................................................................................. 99 Threshold Warnings (Continued) ............................................................................................ 100 Class of Service (COS)........................................................................................................... 101 COS Basic Features ............................................................................................................ 102 COS Permissions ................................................................................................................. 103 COS Permissions (Continued)............................................................................................. 104 COS Incoming Mailbox ........................................................................................................ 105 COS Outgoing Mailbox ........................................................................................................ 106 COS Miscellaneous.............................................................................................................. 107 Lab Exercise 4: Configuring Basic Administration Parameters.............................................. 108 Summary ................................................................................................................................. 109 Quiz ......................................................................................................................................... 110 Lesson Objectives ................................................................................................................... 112 Auto Attendant......................................................................................................................... 113 Auto Attendant Operations................................................................................................... 114 Auto Attendant Treatment Types ......................................................................................... 115 Auto Attendant Treatment Types (contd.)........................................................................... 116 Auto Attendant Steps to Create ........................................................................................... 117 Auto Attendant Step 1: Enabling Call Transfer Out............................................................. 118 Auto Attendant Step 1: Enabling Call Transfer Out (Continued) ........................................ 119 Auto Attendant Step 2: Administering the Automated Attendant as a Subscriber.............. 120 Auto Attendant Step 2: Administering the Automated Attendant as a Subscriber (Continued) ................................................................................................................................................. 121 Auto Attendant Step 2: Administering the Automated Attendant as a Subscriber (Continued) ................................................................................................................................................. 122 Auto Attendant Step 2: Administering the Automated Attendant as a Subscriber (Continued) ................................................................................................................................................. 123
Auto Attendant Step 3: Recording Greetings for the Automated Attendant Menu ............. 124 Auto Attendant Step 3: Recording Greetings for the Automated Attendant Menu (No Multiple Personal Greetings)................................................................................................... 125 Auto Attendant Step 3: Recording Greetings for the Automated Attendant Menu (Multiple Personal Greetings) ................................................................................................................ 126 Auto Attendant Step 4: Confirming Automated Attendant Administration .......................... 127 Lab Exercise 5: Creating an Auto Attendant .......................................................................... 128 Call Transfer Parameters ........................................................................................................ 129 Call Transfer Parameters (Continued).................................................................................... 130 Call Transfer Add Denied Number Addition ........................................................................ 131 Call Transfer Add Denied Number Deletion ........................................................................ 132 Call Transfer Denied Number Display ................................................................................. 133 Call Transfer Add Allowed Number Addition ....................................................................... 134 Call Transfer Add Allowed Number Deletion ....................................................................... 135 Call Transfer Add Allowed Number Display ........................................................................ 136 Bulletin Board .......................................................................................................................... 137 Setting Up the Subscriber Screen for a Bulletin Board .......................................................... 138 Setting Up the Subscriber Screen for a Bulletin Board (Continued) ...................................... 139 Setting Up the Subscriber Screen for a Bulletin Board (Continued) ...................................... 140 Recording Bulletin Board Messages....................................................................................... 141 Using Bulletin Boards with an Automated Attendant.............................................................. 142 Summary ................................................................................................................................. 143 Quiz ......................................................................................................................................... 144 Quiz ......................................................................................................................................... 145 Module 2: Communication Manager Messaging (CMM) Administration ................................... 146 Lesson Objectives ................................................................................................................... 147 Guest Passwords .................................................................................................................... 148 Administer and Configure Guest Passwords.......................................................................... 149 Outcalling................................................................................................................................. 150 Configure Outcalling................................................................................................................ 151 Configure Outcalling (contd.) ................................................................................................. 152 Broadcast Messages............................................................................................................... 153 Setting Up Broadcast Messages ............................................................................................ 154 Setting Up Broadcast Messages (Continued) ........................................................................ 155
Setting Up Broadcast Messages (Continued) ........................................................................ 156 Sending a Broadcast Message ............................................................................................... 157 Recording a Broadcast Message............................................................................................ 158 Recording a Broadcast Message (Continued) ....................................................................... 159 Lab Exercise 6: Recording a Broadcast Message ................................................................. 160 Enhanced Lists ........................................................................................................................ 161 Planning to Implement Enhanced Lists Application ............................................................... 162 Configuring Enhanced List Application ................................................................................... 163 Setting Up Shadow Mailbox COS ........................................................................................... 164 Setting Sending Restrictions ................................................................................................... 165 Creating an Enhanced List...................................................................................................... 166 Creating an Enhanced List (contd.) ....................................................................................... 167 Adding Members to an Enhanced List.................................................................................... 168 Adding Members to an Enhanced List (contd.) ..................................................................... 169 Testing ELA ............................................................................................................................. 170 Customizing Announcements ................................................................................................. 171 Customizing Announcements Terminology ......................................................................... 172 Customizing Announcements Terminology (contd.) ........................................................... 173 Customizing Announcements Terminology (contd.) ........................................................... 174 Configuring Customized Announcements .............................................................................. 175 Customizing Announcements Step 1: Add New Announcement Set ................................. 176 Customizing Announcements Step 2: Identify an Administrative Announcement Set ....... 177 Customizing Announcements Step 3: Copy Contents of Standard Set to a New Set........ 178 Customizing Announcements Step 4: Check Contents of the New Set ............................. 179 Customizing Announcements Step 4: Check Contents of the New Set (contd.) ............... 180 Customizing Announcements Step 5: Copy Announcements ............................................ 181 Customizing Announcements Step 5: Copy Announcements (contd.) .............................. 182 Customizing Announcements Step 6: Record Fragments .................................................. 183 Customizing Announcements Step 6: Record Fragments (contd.).................................... 184 Customizing Announcements Step 7: Activate Announcement Set ................................... 185 Fax Messaging ........................................................................................................................ 186 Creating and Sending a Fax ................................................................................................... 187 Receiving a Fax....................................................................................................................... 188
Retrieving and Printing a Fax.................................................................................................. 189 Administering Fax.................................................................................................................... 190 Administering Fax (Continued) ............................................................................................... 191 Administering Fax (Continued) ............................................................................................... 192 Specifying Fax Dial Strings ..................................................................................................... 193 Summary ................................................................................................................................. 194 Quiz ......................................................................................................................................... 195 Quiz ......................................................................................................................................... 196 Quiz ......................................................................................................................................... 197 Module 2: Communication Manager Messaging (CMM) Administration ................................... 198 Lesson Objectives ................................................................................................................... 199 What Internet Messaging Can Do........................................................................................... 199 Internet Messaging.................................................................................................................. 200 Using Internet Messaging with POP3 ..................................................................................... 201 Using Internet Messaging with IMAP4.................................................................................... 202 LAN Impact of Email Messaging............................................................................................. 203 LDAP Integration ..................................................................................................................... 204 Administering Internet Messaging .......................................................................................... 205 Administering Internet Messaging (Continued) ...................................................................... 206 Administering Internet Messaging (Continued) ...................................................................... 207 Administering Internet Messaging (Continued) ...................................................................... 208 Message Manager .................................................................................................................. 209 Administering Messaging Manager COS ............................................................................ 210 Text-to-Speech (TTS) ............................................................................................................. 211 Text-to-Speech (TTS) (Continued) ......................................................................................... 212 Module Summary .................................................................................................................... 213 Module 3: Communication Manager Messaging (CMM) Maintenance...................................... 214 Introduction.............................................................................................................................. 215 Module Objectives ................................................................................................................... 216 Module 3: Communication Manager Messaging (CMM) Maintenance...................................... 217 Lesson Objectives ................................................................................................................... 218 CMM Backup Process............................................................................................................. 219 Translations, Announcements, Messaging Names, and Voice Messages ............................ 220
Network Backups .................................................................................................................... 221 On-Demand Backups .............................................................................................................. 222 Performing On Demand Backups ........................................................................................... 223 Performing On Demand Backups (Continued) ....................................................................... 224 Performing On Demand Backups (Continued) ....................................................................... 225 Adding Scheduled Backups .................................................................................................... 226 Adding Scheduled Backups (Continued) ................................................................................ 227 Adding Scheduled Backups (Continued) ................................................................................ 228 Changing a Backup Scheduled .............................................................................................. 229 Deleting a Backup Scheduled................................................................................................. 230 Restoring System Files ........................................................................................................... 231 Restoring System Files (contd.) ............................................................................................. 232 Lab Exercise 7: Performing Backup and Restore .................................................................. 233 Summary ................................................................................................................................. 234 Quiz ......................................................................................................................................... 235 Module 3: Communication Manager Messaging (CMM) Maintenance...................................... 236 Lesson Objectives ................................................................................................................... 237 Performance Reports .............................................................................................................. 238 Traffic Reports ......................................................................................................................... 239 Traffic Reports (Continued)..................................................................................................... 240 Activating Traffic Collection..................................................................................................... 241 Feature Daily Traffic Report .................................................................................................... 242 Feature Hourly Traffic Report ................................................................................................. 243 Load Daily Traffic Report ........................................................................................................ 244 Load Hourly Traffic Report ...................................................................................................... 245 Network Load Daily Traffic Report .......................................................................................... 246 Network Load Hourly Traffic Report ....................................................................................... 247 Remote Messages Daily Traffic Report .................................................................................. 248 Remote Messages Hourly Traffic Report ............................................................................... 249 Special Features Daily Traffic Report ..................................................................................... 250 Special Features Hourly Traffic Report .................................................................................. 251 Subscriber Daily Traffic Report ............................................................................................... 252 Subscriber Daily Traffic Report (Continued)........................................................................... 253
Subscriber Monthly Traffic Report .......................................................................................... 254 Subscriber Monthly Traffic Report (Continued) ...................................................................... 255 Traffic Snapshot-Daily Report ................................................................................................. 256 Traffic Snapshot-Daily Report (Continued)............................................................................. 257 Traffic Snapshot-Monthly Report ............................................................................................ 258 Traffic Snapshot-Monthly Report (Continued) ........................................................................ 259 Summary ..................................................................................................................................... 260 Quiz ......................................................................................................................................... 261 Module 3: Communication Manager Messaging (CMM) Maintenance...................................... 262 Lesson Objectives ................................................................................................................... 263 Updating Messaging Software ................................................................................................ 264 Implementing Service Packs................................................................................................... 270 Viewing the Service Pack Status in CDOM ............................................................................ 271 Viewing the Service Pack Status in SMI................................................................................. 272 Adding an Optional Language ................................................................................................ 273 Adding an Optional Language (contd.) .................................................................................. 274 Removing Service Pack in System Platform .......................................................................... 275 Removing Service Pack in SMI............................................................................................... 276 Removing a CMM Update/Language Pack ............................................................................ 277 Lab Exercise 8: Install and Update System Software ............................................................ 278 Summary ................................................................................................................................. 279 Module 3: Communication Manager Messaging (CMM) Maintenance...................................... 280 Lesson Objectives ................................................................................................................... 281 Toll Fraud Overview ................................................................................................................ 282 Preventing Unauthorized System Use.................................................................................... 283 Password Standards ............................................................................................................... 284 Access Security Gateway (ASG) ............................................................................................ 285 Trusted Servers ....................................................................................................................... 286 Managing Trusted Server Passwords..................................................................................... 287 Preventing Unauthorized Mailbox Use ................................................................................... 288 Preventing Unauthorized Mailbox Use (Continued) ............................................................... 289 Common Security Practices.................................................................................................... 290 Common Security Practices (Continued) ............................................................................... 291
Summary ................................................................................................................................. 292 Quiz ......................................................................................................................................... 293 Module Summary .................................................................................................................... 294 Module 4: Communication Manager Messaging (CMM) Troubleshooting ................................ 295 Introduction.............................................................................................................................. 296 Lesson Objectives ................................................................................................................... 297 Module 4: Communication Manager Messaging (CMM) Troubleshooting ................................ 298 Lesson Objectives ................................................................................................................... 299 Maintenance Interfaces (Continued)....................................................................................... 300 Alarms ..................................................................................................................................... 301 System Platform Alarms.......................................................................................................... 302 System Platform Alarms (Continued) ..................................................................................... 303 Alarm Levels ............................................................................................................................ 304 Viewing Alarms........................................................................................................................ 305 Alarms Field Description ......................................................................................................... 306 Checking the Alarm Log.......................................................................................................... 307 Alarms Log Field Description .................................................................................................. 308 Interpreting System Alarms to Monitor Performance ............................................................. 309 Interpreting System Alarms to Monitor Performance (Continued) ......................................... 310 Interpreting System Alarms to Monitor Performance (Continued) ......................................... 311 Lab Exercise 9: Interpreting Alarms........................................................................................ 319 Logs ......................................................................................................................................... 320 Events...................................................................................................................................... 321 Administrator's Log Field Description ..................................................................................... 322 Viewing Events from Maintenance Log .................................................................................. 323 Maintenance Log Field Description (Continued) .................................................................... 325 Interpreting System Events to Monitor Performance ............................................................. 326 Interpreting System Events to Monitor Performance (Continued) ......................................... 327 Interpreting System Events to Monitor Performance (Continued) ......................................... 328 Interpreting System Events to Monitor Performance (Continued) ......................................... 329 Summary ................................................................................................................................. 336 Quiz ......................................................................................................................................... 337 Quiz ......................................................................................................................................... 338
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Quiz ......................................................................................................................................... 339 Module 4: Communication Manager Messaging (CMM) Troubleshooting ................................ 340 Lesson Objectives ................................................................................................................... 341 Diagnosing the Voice Equipment............................................................................................ 342 Fields on the Diagnose the Voice Equipment Page ............................................................... 343 Fields on the Display Voice Equipment Page ........................................................................ 344 Busying Out Voice Channels .................................................................................................. 345 Fields on the Busying Out Voice Channels Page................................................................... 346 Releasing Voice Channels ...................................................................................................... 347 Fields on the Release Voice Equipment Page ....................................................................... 348 Lab Exercise 10: Release Voice Channels ............................................................................ 349 Voice Messaging Database Audits ......................................................................................... 350 Voice Messaging Database Audit Types ................................................................................ 351 Voice Messaging Database Audit Types (Continued)............................................................ 352 Voice Messaging Database Audit Types (Continued) ............................................................ 353 Performing a Voice Messaging Database Audit ..................................................................... 354 Performing a Voice Messaging Database Audit (Continued) ................................................. 355 Performing a Voice Messaging Database Audit (Continued) ................................................. 356 Diagnostic Menu Options ........................................................................................................ 357 Diagnostic Menu Options (Continued).................................................................................... 358 Diagnostic Menu Options (Continued).................................................................................... 359 Diagnostic Menu Options (Continued).................................................................................... 361 Summary ................................................................................................................................. 362 Quiz ......................................................................................................................................... 363 Module 4: Communication Manager Messaging (CMM) Troubleshooting ................................ 364 Lesson Objectives ................................................................................................................... 365 Troubleshooting Top Ten Messaging Issues.......................................................................... 366 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 367 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 368 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 369 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 370 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 371 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 372
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Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 373 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 374 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 375 Troubleshooting Top Ten Messaging Issues (Continued) ..................................................... 376 Lab Exercise 11: Allowing Incoming Fax Messages .............................................................. 377 Module Summary .................................................................................................................... 378 Course Summary .................................................................................................................... 379
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Student Guide
Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance & Troubleshooting
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Day 1
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Getting Started
Duration: 20 minutes
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Warm Up
Student Notes
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Technical Check
Technical Checks include
1. 2. 3. 4. Can you hear me? Can you see the slides? Can you speak into your microphone? Can the class hear you?
Refer to your vILT Troubleshooting Guide for tips and troubleshooting information regarding Audio, Adobe uConnect, and TechNet.
Student Notes
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Module 1: Introduction
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Instructor and Participant Introduction

Description of the introduction activity
Student Notes
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Course Description
This course covers common post-implementation administration tasks including customer administrable system parameters, system features and mailbox administration. Also covered in this course will be common maintenance procedures such as performing a system backup and restore. Lastly, the course will cover troubleshooting procedures with the review of frequently logged trouble tickets.
Student Notes
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Course Objectives
After completing this course, you will be able to: Describe CMM administration. Perform post-installation administration. Perform ongoing administration. Perform advanced administration. Perform CMM maintenance. Use reports. Use utilities. Apply system security. Perform a system backup/restore. Perform CMM troubleshooting. Analyze and use alarms. Apply protocols. Perform emergency recovery. Identify top ten common trouble issues.
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Prerequisite Knowledge
Prior to taking this course, students are expected to have basic knowledge of: Communication Manager Communication Manager Messaging formerly known as IA770 messaging It is recommended to take the Avaya Aura Communication Manager Messaging Implementation course.
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Agenda
Day 1 Course Introduction Module 1: Overview 15 minute break Module 2: Administration of Communication Manager Messaging Lesson 1 Introduction Lesson 2 Administrative Overview Lesson 3 Logins 15 minute break Lesson 4 Subscribers 2 hours break Lesson 5 Global Parameters Lesson 6 Auto Attendant Day 2 Lesson 7 System Features Lesson 8 Desktop Messaging 15 minute break Module 3: Maintenance of Communication Manager Messaging Lesson 1 Introduction Lesson 2 Backup and Restore 15 minute break Lesson 3 System Performance 2 hours break Lesson 4 Updating System Software 15 minute break Lesson 5 Security 75 minutes 10 minutes 75 minutes 75 minutes
75 minutes 75 minutes
75 minutes
75 minutes 75 minutes 60 minutes
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Agenda (Continued)
Day 3 Module 4: Troubleshooting of Communication Manager Messaging Lesson 1 Introduction Lesson 2 Alarms and Events 15 minute break Lesson 3 Voice Equipment and Diagnostics 2 hours break Lesson 4 Troubleshooting Exercises Course Summary 75 minutes
75 minutes 75 minutes 10 minutes
Student Notes
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Expectations
1. 2. 3. 4. 5. 6. 7.
Check email, voice mail, and IM chat on breaks.
Ensure your cell phone is on silence.
Maintain a professional atmosphere.
Make every effort to be on time for the start time and from breaks and lunches.
Questions will be asked frequently (every 5 to 10 minutes) and participation will be prompted. A survey link will be sent to you by email at the end of the session.
Avoid putting the call on Hold.
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Module 1: Introduction ______________________________ Lesson 1: CMM Overview

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Module Objectives
Describe the CMM architecture and connectivity. Describe the CMM system features.
Student Notes
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Messaging Overview
Avaya is offering several options for Voice Mail, to accommodate the needs of different customers: Modular Messaging A powerful IP - and standards-based unified messaging platform designed for single - or multi-site global enterprises.
Modular Messaging offers exceptional scalability and a superior feature package of call answering, voice messaging, and speech capabilities.
Avaya Aura Messaging: Avayas next generation solution for unified messaging that combines new and existing technology and expertise with industry standards to flexibly integrate within the Avaya Aura architecture on a Linux-based server. Communication Manager Messaging (CMM) - starting with ACM 5.2, formerly known as IA770 embedded, offering basic voice mail services.
Student Notes
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CMM Overview
Communications Manager Messaging is available in two flavors: CMM embedded, which is a software-only messaging solution that is embedded in the Communication Manager (CM) software. CMM Federal, which is essentially the same messaging solution as above but hosted on a separate server. It targets the Federal market (Military/Government in the US ONLY) that requires an IPv6, JITC (Joint Interoperability Test Command) compliant messaging system. Support of both versions continues in Avaya Aura R6.0.1: CMM embedded, as well as the CMM-FM. In this course, you are learning about the CMM embedded version.
Student Notes
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CMM and CM Shared Resources

Communication Manager serves as a full-featured integrated data and phone communication system. The CM server has its own IP address for administration access. CMM embedded uses the same IP address, as that of Communication Manager. There is no hardware requirement for the CMM embedded application, since it is installed as part of the solution template for CM, and can reside on any of the following Avaya servers: S8300D HP ProLiant DL360 G7 Dell R610 S8800 (1U) S8510 (must add necessary memory and hardware to upgrade to 6.0) CM and CMM are installed on the same server and are integrated using either H.323 / Q.Sig protocol or SIP protocol. SIP Integration requires Session Manager. Direct SIP integration between CM and CMM is a new option, introduced in R6.1. Session Manager is not required for Direct SIP Integration.
Student Notes
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Switch Integration
CMM uses switch integration to communicate with CM. CMM obtains information from CM software to answer telephone calls, and also sends information back to the CM software (for example, to enable MWI Message Waiting Indication). Depending on the information received, the messaging software: Plays a greeting, Provides an automated attendant, Permits a subscriber to retrieve messages, or Directs unanswered incoming telephone calls to the correct mailbox.
Student Notes
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CMM Servers
CMM 6 Embedded runs on three Avaya servers: S8300D S8510 (must add necessary memory and hardware to upgrade to 6.0) S8800 (1U) CMM embedded is also supported on servers sourced from both HP and Dell The CMM system capacity depends on the server type: Total ports combine Call Answer Ports and Transfer Ports Call Answer ports are used, if you want to call in to voice mail and retrieve messages, or if you want to leave a message for another subscriber.
Server Type S8300D S8510 S8800
Call Answer Ports 24 210 210
Total Ports 36 250 250
Subscriber Mailboxes 1,000 6,000 6,000
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System Platform Architecture
Student Notes
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Hardware Platform and Capacities

CMM is included in several CM templates. CMM capacity also depends on the chosen template. Maximum Capacities (applies to fresh installs)
CMM Release 6.0.1 Offer CMM 6.0.1 CMM 6.0.1 CMM-FM 6.0.1 ME
Template
CM Only CM Simplex CMM Federal Embedded 1,000 24 36 1,000 6,000 210 250 6,000 128 30 15,000 210 250 6,000 128 30
Midsize Enterprise
Subscriber Mailboxes IP trunk Call Answer Ports IP Trunk Total Ports IMAP4 Sessions
1,000 24 36 1,000 128 12
MCAPI (f.k.a. IMAPI) Sessions 128 TTS Sessions 12
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CMM Features
CMM has several features: Multimedia messaging: o Voice o Fax o Text Call management: o Call answer o Call sending o Call forwarding AUDIX Telephony User Interface (TUI): o 35 TUI language packages o Outcalling mobility o Multiple personal greetings Special mailboxes: o Automated attendant o Bulletin board o Broadcast
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Overview of Networking Capabilities

Message Networking provides the capability to exchange messages among subscribers, located on different messaging systems. Digital Networking can be optionally administered to provide networking capability by using TCP/IP protocol. o INTUITY AUDIX TCP/IP networking uses the CM server's Ethernet connection, which enables the CMM to connect to a customer's LAN. o INTUITY AUDIX TCP/IP network access is automatically available to CMM through the TCP/IP by administering TCP/IP LAN Connectivity connections of the CM server. o No specific TCP/IP administration is required on the CMM. CMM does not support other networking protocols (AMIS Analog Networking, VPIM, SMTP, Octel Analog, Octel Digital, etc.
Student Notes
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System Installation Checklist

The System Installation checklist provides descriptions of the required procedures to install a CMM system. Check the System Installation tasks before setting up the messaging software for administration.
Task 1. Install the CM server 2. Log in to System Platform to install CM service packs 3. Configure Messaging 4. Log in to the System Management Interface (SMI) to administer messaging 5. Locate Service Packs and RFUs on the Avaya support Website. 6. Enable CMM 7. Perform Switch Link Administration 8. Start CMM 9. Set system wide messaging parameters 10. Add test subscribers for messaging 11. Perform System Acceptance Testing
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Summary
In this lesson, we have completed a review of CMM architecture and connectivity. We have also reviewed at a high level the CMM system features.
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Quiz
1. True / False? a. CMM embedded uses the same IP address as that of Communication Manager. b. CM and CMM are installed on the same server and are integrated using H.323 / Q.Sig protocol or SIP protocol. c. CMM supports other networking protocols (AMIS Analog Networking, VPIM, SMTP, Octel Analog, Octel Digital, etc.
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Module 2 : Communication Manager Messaging (CMM) Administration
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Module 2 ______________________________ Lesson 1: Introduction
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Introduction
In this module, you will access CMM and perform various administrative tasks. You will be able to set up global parameters, add subscribers, and set up the auto attendant. You will also be able to set up system features and desktop messaging.
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Module Objectives
After you complete this module, you will be able to: Access CMM. Set up global parameters. Set up subscribers. Set up the auto attendant. Set up system features. Set up desktop messaging.
Student Notes
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Module 2 ______________________________ Lesson 2: Administrative Overview

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Lesson Objective
In this lesson, you will learn how to: Administer CMM using a checklist. Perform a lab exercise Access and Enable CMM.
Student Notes
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Administering CMM
The following are the high-level steps for administering CMM: Log in to System Platform Install the CM Service Pack Log in to the System Management Interface (SMI) interface. Enable CM Messaging. Download the latest CMM Service Pack/RFUs from the Avaya Support Web site. Install the CMM Service Pack/RFUs. Perform the switch link administration. Start the messaging application. Set system-wide messaging parameters. Add subscriber mailboxes.
Student Notes
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CMM Administrative Checklist
The high-level steps in administering CMM are listed in the checklist below. As you complete a procedure, make a check mark against the task.
Task Change both the privileged account (system administrator, sa) and nonprivileged account (voice mail administrator (vm) passwords. Add subscribers.
Purpose This ensures system security and prevents unauthorized access to your messaging software.
Page Location (All pages refer to CMM Web interface unless explicitly stated) Administrator Accounts on the Server (Maintenance) Web page (Click Server Maintenance) on the Administration menu of the System Management Interface.
This defines subscriber mailboxes to the system with the messaging software.
Under Messaging Administration, Subscriber Management
Define system This defines maximum limits. capacities for such things as stored messages and message delivery lists. Define basic This defines login parameters features and and system time limits and parameters. transfer type. It also defines certain globally activate features for all subscribers, such as multiple personal greetings.
Under Messaging Administration Limits
Under Messaging Administration, select Subscriber Management
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Student Notes
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CMM Administrative Checklist (Continued)

Task Purpose Page Location (All pages refer to CMM Web interface unless explicitly stated)
This defines thresholds that determine when mailboxes get too full or disk space Define gets too low. The messaging software thresholds plays a voice warning to subscribers when for mailboxes get too full. In addition, the warnings. messaging software displays a warning on the status line when disk space for system messages gets too low. Define This defines classes of service which you Class of may then assign to subscribers. A class of Service service (COS) is a set of messaging options. capabilities. This creates automatic answering so that Set up callers hear a menu of options, depending automated on the time of day and administered call attendants routing. The callers then select options and (optional). transfer to other destinations by pressing touchtone buttons or dialing extensions. This enhances system security by choosing the type of call transfers Administer and coverage you will allow on your transfer system. type and It also allows you to administer the restrictions. extension ranges to which callers can transfer.
Under Messaging Administration, Thresholds
Under Messaging Administration, Classes-of- Service 1. Under Messaging Administration, Attendant Management
2. Under Messaging Administration, select System Administration
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CMM Administrative Checklist (Continued)

Page Location (All pages refer to CMM Web interface unless explicitly stated)
Under Messaging Administration, select Subscriber Management Under Messaging Administration, Subscriber Management Under Messaging Administration, Outcalling Options
Task
Purpose
This defines a bulletin board, which lets callers access a bulletin board to hear updated information or select messages from a menu of options. This sets up a broadcast mailbox. A broadcast mailbox allows subscribers to send broadcast messages. This administers system-related outcalling parameters. Outcalling allows a subscriber to tell the messaging software to place calls to a specified number when the subscriber receives new messages.
Set up bulletin board (optional). Set up a broadcast mailbox (optional). Set up outcalling (optional).
Under Messaging Administration Customize Announcement Sets system This changes the announcement that the Announcements announcements messaging software plays automatically Admin Voice and fragments to fit the needs of your company. Fragment, (optional). Announcements Announcements Copy Define Text to Under Messaging Speech (TTS) This determines what parts of text Administration, select options messages are converted into speech. Subscriber (optional). Management
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Accessing CMM Web and Command Line Interface

You can access and administer CMM from two Web interfaces: System Platform Web Console (cdom) CM System Management Interface (SMI)
You also have access to CMM via two command line interfaces: System Platform System Domain (dom0) shell prompt Linux shell prompt
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Enabling CMM through SM I

To enable CMM via SMI: 1. Open a compatible Web browser, type the IP address of CM virtual application in the URL window and press Enter. For example, http://135.122.95.24. 2. Log in as craft. The system displays the System Management Interface Web page.
3. Click Administration > Server (Maintenance) . 4. Click Miscellaneous > Messaging Software . 5. Click Enable .
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Accessing CMM through dom0 Shell

To access CMM via dom0 shell: 1. Open an instance of the PuTTY application. 2. Enter the IP address of System Platform (dom0). 3. Log in as admin. At the admin@servername-cdom prompt, enter su root.
4. Enter the password. Enter xm console cm.
5. At the root@servername ~] # prompt, enter cmm. The system logs you into the virtual system.
Student Notes
53
Accessing CMM through SSH

To access CMM via SSH: 1. Open an instance of the PuTTY application. 2. Select SSH as the connection type. 3. Enter the IP address of the CM virtual application. 4. Click Open. 5. Log in as craft/crftpw to the virtual machine. At the craft servername> prompt, enter su root.
6. Enter the password. At the root@servername] # prompt, enter cmm. The system logs you into the virtual system.
Student Notes
54
Lab Exercise 1: Access and Enable CMM

1. 2. 3. 4. 5. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #1 in your Lab Workbook. You need to access and enable CMM. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let you instructor know when you have finished each step.
Student Notes
This exercise will be the first step to administering CMM. Students will enable messaging, perform switch link administration and start messaging.
55
Summary
In this lesson, you learned how to: Administer CMM using a checklist. Access and enable CMM.
Student Notes
56
Quiz
2. How do you determine the number of ports in CMM for the number of licensed mailboxes? a. Administration/Messaging > Server Administration > Trusted Servers b. Administration/Messaging > IMAP/SMTP Administration > Mail Options c. Administration/Messaging > Switch Link Administration > H 3.23 Specific Configuration > Show Capacity Calculator d. Administration/Messaging > Server Information > Voice Channel Monitor
Student Notes
57
Module 2 ______________________________ Lesson 3: Logins
58
Lesson Objectives
In this lesson, you will learn how to: Describe logins and user profiles. Describe login changes for CMM 6.x and up (vs. 5.2 and below). Create privileged and non-privileged logins. Create profiles/Web access masks. Create a customer login with new profile. Perform a lab exercise Create a Privileged and an Unprivileged login.
Student Notes
59
Login-Profile Mapping
Similar to CM, CMM relies on user profiles to define logins permissions and restriction. User profiles enable you to allow an administrator to access only a specific set of administration Web pages. User profiles are created in CM. User profiles are numbered 0-69, however, not all of them are available to the customer. Some profiles are predefined and cant be c hanged, profiles 20-69 can be created and modified by the customer. In CMM 6.x, Privileged Administrator accounts use Communication Manager user profile 18. Profile 18 permits: Administration of all the messaging features through both the CM server browser interface and the messaging administration screen. Access to selected maintenance logs.
In CMM 6.x, Unprivileged Administrator accounts use Communication Manager user profile 19. Profile 19 permits: Administration of messaging software through the messaging administration screens Access to selected maintenance logs
Student Notes
60
Login Changes
CMM 5.2 (and below) used the sa (system administrator, equivalent to CM privileged login) and vm (voice mail, equivalent to CM unprivileged login) login profiles.
CMM Login dadmin craft sa vm
CM Profile Equivalent Profile 2 (Similar to dadmin) Profile 3 (Similar to craft) Profile 18 (Privileged) Profile 19 (Unprivileged)
Starting with CMM 6.x, default logins are no longer provided. It is required to create new customer logins, with respective user profiles assigned.
Student Notes
61
Login Profiles
You can add logins from the Server (Maintenance) > Web page > Security > Administrator Accounts.
Login Privileged Administrator Unprivileged Administrator
Definition System administrator Voice messaging administrator
Allows you to access: All Communication Manager Messaging Web-based administration pages Most Communication Manager Messaging Web-based administration pages All Communication Manager Messaging Web-based administration pages
craft
Service technician
All Communication Manager server Webbased administration screens Access to all maintenance logs
Communication A User with only Manager Messaging Communication Manager All messaging web pages Access only Messaging access only Assign a Communication Depending on the profile associated to Manager profile to this this login, the user is able to view login associated web pages
Custom
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Managing Permissions for Customers Installing service packs/ RFUs

You can use the dadmin login to change the password for the Privileged or Non Privileged Administrator login accounts. If you create the dadmin login before installing the authentication file from the webconsole, dadmin will have permissions to install service packs/RFUs from the SMI Messaging web pages. However, even if you have made the mistake of creating dadmin after installing the authentication file, you can rectify the situation with RBAC (Role-Based Access Control) by creating an additional web access mask with appropriate permissions and assigning it to the logins that need the permissions.
63
Creating Privileged Logins (profile 18)

You can add a privilege login from the Server (Maintenance) > Web page > Security > Administrator Accounts.
Student Notes
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Creating Privileged Logins (profile 18) (Continued)

Enter the Login name and the password. Click the Submit button.
Student Notes
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Login Field Descriptions

Details of the Add Login page are described in the table. Name Login name Primary group Additional Groups Linux shell Home directory Lock this account Date after which account is disabled Description Is the user ID of the user whose profile is being created or edited. Is the primary group to which the user belongs. Here you set the profile for the login which you are creating. Is the full path of the shell script filename that is executed when this user logs on. Is the home directory of the user. When this check box is selected, the user is not allowed to log on to Communication Manager System Management Interface. Is the date in YYYY-MM-DD format. After this date, the user cannot log in to Communication Manager System Management Interface.
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Logi n Field Descriptions (contd.)

Details of the Add Login page are described in the table. Name Select type of authentication Description Enter password or key Re-enter password or key Force password/key change on next login Password: The user enters a password, which is validated against the one existing in the system. ASG: enter key: The user enters the ASG key, which is validated against the one existing in the system. ASG: Auto-generate key: The user enters the auto-generated ASG key.
This is used to validate the user input of password or ASG key at the time of login. Is the user password or the ASG key that must be entered exactly in the same way as was entered for the Enter password or key field. If you select Yes, the user has to change the password or the key at the time of first login.
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Creating Unprivileged Logins (profile 19)

You can add an unprivileged login from: Administrative/ Server (Maintenance) > Security > Administrator Accounts
Student Notes
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Creating Unprivileged Logins (profile 19 (Continued)

Enter the Login name and the password. Click the Submit button.
Student Notes
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Creating New Profiles

To create a profile: 1. On the SMI Web interface, select Security > Web Access Mask. 2. On the User-Defined Access Mask and Names field, click Add. 3. Enter a new mask number for the profile. 4. Select one of the following options to create a profile: Create by copying values from Access Mask number Create and set all values to enable access Create and set all values to disable access
5. Select the profile. 6. Click Change . 7. Select the Web pages that must be available for a user to edit. 8. Click Submit.
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Creating Logins with New Profiles

To create a customer login with a new user profile: 1. On the SMI Web interface, select Security > Web Access Mask, add Access Mask Number 20 or higher. 2. Select Create and set all values to disable access. 3. From Web Access Mask, change the access mask that is just created and check appropriate boxes. 4. Select Administrator Accounts and create a new customer login, assigning newly created profile/web-mask.
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Lab Exercise 2: Create a Privileged Login Account and an Unprivileged Login Account
1. 2. 3. 4. 5. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #2 in your Lab Workbook. You need to create a privileged and an unprivileged login account. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let you instructor know when you have finished each step.
Student Notes
72
Summary
In this lesson, you learned how to: Describe logins and user profiles. Describe login changes for CMM 6.x and up (vs. 5.2 and below) Create privileged and non-privileged logins. Create profiles/Web access masks. Create a customer login with new profile.
Student Notes
73
Quiz
3. Which two user profiles allow you to access all Communication Manager Messaging Web-based administration pages? a. Privileged Administrator b. Unprivileged Administrator c. Craft d. sa e. vm
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Module 2 ______________________________ Lesson 4: Setting up Subscribers

75
Lesson Objectives
In this lesson, you will learn how to: Create a mailbox. Assign capabilities/permission to subscribers. Change and remove a mailbox. Perform subscriber name recording. Change passwords. Lock/Unlock a mailbox. Perform a lab exercise Create a Privileged Login Account, Add Mailboxes and Assign Permissions.
Student Notes
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Creating a Mailbox
1. Log on to the CMM Web page. 2. Under Messaging Administration, select Subscriber Management. The system displays the Manage Subscriber page. 3. In the Local Subscriber Mailbox Number text box, enter a new extension. 4. Click Add or Edit. The system displays the Add Local Subscriber page.
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Creating a Mailbox (contd.)

5. Define Last Name, First Name . 6. Define Password (5 digits minimum). 7. Define COS (Class of Service)- 0 by default, can be changed (0-11 or Custom) 8. Define Community 9. Define Time Zone 10. Define Messaging Locale (language)
Student Notes
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Assigning Capabilities/Permissions to Subscribers

To assign permissions to subscribers: 1. Under Messaging Administration, select Subscriber Management. The system displays the Manage Subscriber page. 2. Click Manage button. The system displays the list of added subscribers. 3. In the Custom COS Sections (optional), enter the permissions for the subscribers. 4. Click Save .
Student Notes
79
Assigning Capabilities/Permissions to Subscribers (contd.)

Permission for subscribers can be assigned either via a pre-defined Class of Service (011) or by using Customized COS in this case, permissions are assigned directly on the subscribers screen. By default, new subscribers get COS 0 assigned. If you change the contents of any field in the Custom COS sections on the Add Local Subscriber page, the subscriber loses his or her pre-defined Class of Service (0-11): that is, whenever changes are made to the pre-defined COS (0-11), they will not affect the subscriber. The system assigns the name custom to the Class of Service, that was changed particularly for this subscriber. Make changes to this page ONLY if you want a subscriber to have a unique profile.
Student Notes
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Permissions to Subscribers
PERMISSIONS Type: call-ans wer none auto-attendant bulletin-board call-answer Callers have both call answer and mailbox capabilities.
none Callers have a mailbox but no call answer capability.
auto-attendant The mailbox is an automated attendant.
bulletin-board The mailbox is an information-only recorded announcement.
For more information on the last two options. Announcement Cont rol? y = yes n = no This field permits a user, particularly a system administrator, to record system announcements such as subscriber names and networked system machine names.
Warning
Users with this permission can change system announcements heard by callers. Reserve this capability for system administrators.
Student Notes
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Permissions to Subscribers (Continued)

y = yes n = no Outcalling? This field enables or disables outcalling. Outcalling alerts a subscriber to new messages by having the system place a call to that subscriber. Note You must also set up the Outcalling feature for the system using the System-Parameters outcalling screen.
Security
This capability can increase the risk of toll fraud. Priority Messages? y = yes n = no voice login both none Broadcast: This field permits a subscriber to send priority mail messages to other messaging subscribers. Indicates the types of broadcast messages that the subscriber can create: voice Broadcast voice message permission only
login Login announcement permission only
both Broadcast voice message and login announcement permission
none No broadcast message or login announcement permissions
Student Notes
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Permissions to Subscribers (Continued)

MCAPI Access? y = yes n = no Permits the Messaging Core AP I client access to the server (perhaps during a LA N session) for subscribers belonging to this COS. A MCAPI LA N session is invoked when the messaging server needs to communicate with Message Manager, Int ernet Messaging, a trusted server, or ot her systems. Enables the messaging server to transfer voice, fax, file attachments, and email files over the LA N to client PC. Entering y allows subscribers to download (store) their message on their PCs. Enables fax for this COS. Enter n if you do not want subscribers to have this capability or fax messaging has not been purchased for your system. Administration of fax messaging involves much more then setting COS options and enabling subscribers. Trusted Server Access? y = yes n = no Allows a trusted server to add messages to and delete messages from the mailbox of a subscriber assigned this Class of Service. Note If this field is set to y, the MCAPI Acce ss? field and the MCAPI Message Transfer? field must also be set to y.
MCAPI Message Trans fer? Fax Creation?
y = yes n = no y = yes n = no
Security
A trusted server can do anything to a message that a messaging subscriber can.
Student Notes
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Changing a Mailbox
To change subscriber data: 1. Log on to the CMM Web page. 2. Under the Messaging Administration menu on the left pane, click Subscriber Administration. In the Manage Subscribers page, enter the mailbox number of the local subscriber and click the Add or Edit; alternatively, click Manage for either Local Subscriber or Remote Subscriber. 3. Change the Subscriber Information. 4. Click Save .
Student Notes
84
Deleting a Mailbox
To remove a subscriber: 1. Log on to CMM Web page. 2. Under Messaging Administration, select Subscriber Management. The system displays the Manage Local Subscribers page. 3. Click Manage (you can delete a remote subscriber as well). 4. On the Manage Local Subscribers page, select a subscriber from the list. 5. The system displays the Edit Local Subscriber page. 6. Click Delete .
Student Notes
85
Creating and Changing Subscriber Name Recording

The subscriber name recording is the spoken name that is recorded by each messaging subscriber. Subscriber has to record his/her name at the time of the first login to his/her mailbox follow the prompts. To change a subscriber's name recording: 1. From your telephone, dial the messaging system extension. 2. Enter your extension, followed by the pound sign (#), when prompted. 3. Enter your password, followed by the pound sign (#), when prompted. 4. Press 5 to perform system administration. 5. Press 5 to record a subscriber's name. 6. After the tone, speak your name and press 1. 7. If satisfied, press # to confirm.
Student Notes
86
Recording Personal Greeting for a Subscriber

By default, a system greeting is used for all CMM subscribers. It is recommended, that each subscriber records his/her personal greeting. If Multiple Personal Greetings option is enabled on System Administration screen, subscriber can record different greeting to use when busy or on no answer, or for internal/external calls. To record a personal greeting: 1. Call messaging extension; enter subscribers extension, followed by # and subscribers password, followed by #. 2. At the activity menu, press 3 to administer greetings. 3. Press 1 to record the greeting. 4. Specify greeting number for example, 1. 5. At the tone, speak the scripted greeting and then press # to approve. 6. Alternatively, prior to pressing #, press 1 to stop the recording and Press 1 again to record from where you last stopped. Press 2 3 to listen to the recording. Press * 3 to delete and re-record Press # to approve. 7. To finish, press 1 to use this greeting for all calls.
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Managing Passwords
By default, a subscriber needs to change password, assigned to him/her during subscriber mailbox creation. The system places some constraints on passwords to improve security. A password cannot: Be the same number as the extension Be all of the same digit (if more than one digit is entered). For example, 1111 is not allowed. Be a string of consecutive numbers. For example, 12345 or 7654 are not allowed. If a subscriber forgets his or her password, it must be reassigned through the Subscribers screen, to allow the subscr iber to again log in to the messaging system.
Student Notes
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Reassigning Passwords
To reassign a password: 1. Log on to the CMM Web pages. 2. On the Messaging Administration list, click Subscriber Management link. 3. Click Manage to view the administered subscribers. 4. Select the subscriber, click the Edit/Delete Selected Subscriber button. 5. On the Edit Local Subscriber page, the Basic Information table contains the Password field. 6. Type a default password into the Password field. 7. Click the Save button.
Student Notes
89
Locking/Unlocking Mailboxes
To unlock a subscriber's mailbox: 1. Log on to the CMM Web page. 2. Under Messaging Administration, click Subscriber Management. The system displays the Manage Subscriber screen. 3. Click Manage to view either Local or Remote Subscribers. 4. Select a subscriber and click Edit/Delete the Selected Subscriber. The system displays the Edit Local Subscriber or Edit Remote Subscriber page. 5. In the Basic Information box, select y in the Locked? field. 6. Click Save .
Student Notes
90
Lab Exercise 3: Create a Subscriber and Assign Permissions to a Subscriber

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #3 in your Lab Workbook. You need to create a new subscriber and assign permissions to the new subscriber. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let your instructor know when you have finished each step.
Student Notes
91
Summary
In this lesson, you learned how to: Create a mailbox. Assign Capabilities/permission to subscribers. Change and remove a mailbox. Perform Subscriber Name Recording. Change passwords. Lock/Unlock a mailbox. Perform a lab exercise Add a Mailbox and Assign Permissions.
Student Notes
92
Module 2 ______________________________ Lesson 5: Setting up Global Parameters

93
Lesson Objectives
In this lesson, you will learn how to: Define system limits. Define basic parameters. Configure threshold warnings. Administer Class Of Service (COS). Perform a lab exercise Configure Basic Administration Parameters.
Student Notes
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System Limits
Messaging software comes with default system limits. You can change system limits at any time on the Limits page to define system capacities. To define system limits: 1. Log in to the CMM Web page. 2. On the left panel, under Messaging Administration, click Limits. 3. The system displays the Limits screen. 4. Complete the fields on this screen using the information in the table for Field Definitions: Limits page. 5. When you finish entering system limit information, click the Update Limits button.
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Basic Parameters
To change system features and parameters: On the left hand panel, under Messaging Administration, click System Administration to administer system feature parameters. Administer System Attributes and Features page is displayed. The following features can be administered: Log-In Parameters Subscriber Password Aging Limits (DAYS) Input Time Limits (Days) Disconnect Options Miscellaneous Parameters Feature Activation Multimedia Parameters Call Transfer Out of Messaging Announcement Sets Rescheduling Increments for Full Mailbox Delivery Click Save .
Student Notes
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Log-in Parameters
Field Name LOG-IN PARAMETERS Login Retries: Valid Input Description/Procedure
Consecutive Invalid Login Attempts: System Guest Password:
The number of sequential login attempts that is allowed before the messaging software disconnects the caller. Default: 3 The maximum number of consecutive unsuccessful login attempts that is allowed before the caller is locked out of the messaging software. From 1 to 15 numeric A password that people without mailboxes can use characters to leave messages for system subscribers. The Default: system does not allow subscribers to create a blank password that is the same as the guest password. The minimum number of characters that is required for a subscriber password. Passwords need to have at least 5 digits and must exceed by at least 1 digit the number of digits in an extension number. If limitations are not in place, many subscribers often choose easily guessed numbers for their password.
Minimum Password From 1 to 15 Length: Default: 0
Student Notes
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Input Time Limits

INPUT TIME LIMITES (SECONDS) Normal: Full Mailbox Timeout: Default: 60 Default: 5 The number of seconds to wait for a subscriber to ent er a command before sending a timeout warning. The number of seconds to wait for a touchtone entry from a caller after informing the caller that the called subscribers mailbox is full. Enter the number of seconds to wait aft er a subscriber enters the wait command (*W or *9) before sending a time out warning. The maximum number of seconds the messaging software waits between touchtone signals before timing out. If a caller does not press another key, the system is disconnected. This maximum applies both to interaction with an automat ed attendant menu and to touc htone signals during a call answer session, for example, during the time a caller is to enter a destination extension.
Wait (*W):
Default: 180
Between Digits at Auto- Default: 3 attendant or Standalone Menu:
Student Notes
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Threshold Warnings
The messaging software plays a warning message to subscribers when their mailboxes reach the threshold limits specified on the Thresholds page. You can change these thresholds.
To change the system thresholds: 1. Log in to the CMM Web page. 2. Under Messaging Administration, click the Thresholds link. 3. Click Update Thresholds.
Student Notes
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Threshold Warnings (Continued)

Field Name Valid Input Description/Procedure SUBSCRIBER MESSAGE SPACE WARNING Lower Threshold: 0: 100 Default: 50
Upper Threshold:
0: 100 Default: 80
The lower threshold for the message space in a subscribers mailbox. This value is a percentage of the subscribers mailbox space. When this threshold is reached, a warning message is issued to the subscriber upon login to his or her mailbox. Recommended values are 50% for small mailboxes (less than 9 minutes) and 80 % for larger mailboxes. The upper threshold for the message space in a subscribers mailbox. This value is a percentage of the subscribers mailbox space. When this threshold is reached, a warning message is issued to the subscriber upon login to his or her mailbox. Recommended values are 80% for small mailboxes (less than 9 minutes) and 95 % for larger mailboxes.
Student Notes
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Class of Service (COS)

A COS is a set of messaging capabilities that you define and assign to subscribers. Your system offers 12 classes of service with the default names class0 through class1. To change a COS: 1. Log in to the CMM Web page. 2. Under Messaging Administration, select Classes-of-Service . You can display a list of the current COSs if you are not sure of the name of the COS you want to edit. 3. On the Edit a Class-of-Service page, customize a specific COS. 4. Click Save .
Student Notes
101
COS Basic Features

Field Name Addressing Format: Valid Input extension name Description/Procedure Indicates the default way a subscriber with this COS is to address messaging messages. The subscriber can use the telephone interface to change this format from the default. Indicates the announcement set that this subscriber hears when she or he logs in. If the multilingual feature is turned off, this field must either be blank or contain the word System. To see which announcement set was assigned to the system set, go to: Administration/ Messaging > System Administration > Announcement Sets. Indicates whether the multilingual feature is turned on. Indicates the announcement set for system prompts and for the personal or standard system greeting until the caller switches languages. If ON appears in the System Multilingual field, enter y to enable Call Answer language choice. If this feature is enabled, a call is answered in the primary language. The caller is then invited (in the secondary language) to press # 1 to switch to the secondary language. If ON does not appear in the System Multilingual field, enter n.
Login Announcement Set:
A unique name that consists of from 1 to14 characters
System multilingual is Call Answer Primary Annc. Set: Call Answer Language Choice?
Display only
A unique name that consists of from 1 to 14 characters
y = yes n = no
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COS Permissions
Permissions Type:

call Answer none auto-attendant bulletin-board
Enter either:
call-answer
Announcement Control?
y = yes n = no
The caller will have both call answer and mailbox capabilities. none The caller will have mailbox only and no call no answer capability. auto-attendant The mailbox is an automated attendant. bulletin-board The mail box is an information only recorded announcement. For more information about the last two options. Allows a subscriber, particularly a system administrator, to record system announcements such as subscriber names and networked system machine names. Warning Subscribers with this kind of permission can change system announcement that are heard by callers. Reserve this capability for system administrators. Allows the subscriber to activate the Outcalling feature. Outcalling alerts this subscriber to new messages by having the system place a call to a pager or phone number that the subscriber specifies.
Outcalling?
y = yes n = no
Student Notes
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COS Permissions (Continued)

Priority Messages? Broadcast: y = yes n = no voice login both none Allows the subscriber to send priority mail messages to other messaging subscribers. Specifies the types of broadcast messages that this subscriber can create: voice Broadcast voice message permission only login Login announcement permission only both Broadcast voice message and login announc ement permissions none No broadcast message or login announcement permissions MCAPI Access? y = yes n = no Permits the messaging Core AP I client access to the server (perhaps during a LAN session) for subscribers belonging to this COS. A MCAPI LA N session is invoked when the messaging server needs to communicate with Message Manager, Int ernet Messaging, a trusted server, or other systems. MCAPI Message Trans fer? y = yes n = no Enables the messaging server to the trans fer voice, tax, tie attachments, and email files over the LA N to a client PC. Entering y allows subscribers to download (store) their messages on their PCs. Enables fax for this COS, Enter n if you do not want to subscribers have this capability or if fax messaging has not been purchased for your system. Allows trusted server to add messages to and delete messages from this subscribers mailbox.
Fax Creation? y = yes n = no Trusted Server y = yes Access? n = no
Security
A trusted server can do anything to an messaging message that an messaging subscriber can.
Student Notes
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COS Incoming Mailbox

Order: fifo (default) lifo Indicates the order for retrieving inc oming mailbox messages for this subscriber: fifo lifo Category Order: The following three letters in any order: n u o Default: nuo u o Old. The header and the message body were both read. Unopened. The header was the read but not the message body. last in, first out first in, first out
Indicates the order for scanning the incoming mailbox message categories for a subscriber: n New. Neither the header nor the message body was read.
The order oun encourages subscribers to keep a minimum number of messages stored by forcing them to scan through old messages first. Retention Times, New, Old, and Unopened: A number from 0 to 999 Indicates the number of days that new, old, or unopened messages are retained in this subscribers incoming mailbox.
The retention time clock is not reset to zero when a message is moved between old, unopened, and new categories. For example, if the retention time is 10 days for all three categories, a message is removed after 10 days (not after 30 days) regardless of whether or when it is moved from one category to another.
Student Notes
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COS Outgoing Mailbox

Order: fifo (default) lifo fifo lifo Category Order: The following letters in any order: f u n u d a Default: unfda n d a Accessed. Notifications of delivered and accessed messages. Delivered. Notifications of delivered messages. Nondeliverable. Unsuccessful message deliveries. Undelivered. Messages awaiting delivery. last in, first out first in, first out Indicates the order for retrieving messages from this subscribers outgoing mailbox:
Indicates the order for scanning the outgoing mailbox message categories for a subscriber. f File cabinet. Saved copies of created messages.
Retention Times File Cab and Delivered/ Nondeliverable:
A number from Enter the number of days that file cabinet messages, delivered 0 to 3999 messages, or nondeliverable messages are retained in this subscribers outgoing mailbox.
Student Notes
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COS Miscellaneous
Voice Mail Message A number from 0 to 1200 (Seconds), Default=300 Maximum Length: Call Answer A number from 0 to 1200 Message (S econds), Default=120 Maximum Length: End of Message Warning Time (Seconds): 0 (zero) A number from 15 to 60 Enter the maximum duration of voice or text mail messages (in seconds) that this subscriber can create.
Enter the maximum duration of call -ans wer messages (in seconds) that this subscriber can receive. Enter the number of seconds that a warning message plays to indicate the remaining available recording time. The system plays the warning message this number of seconds before the maximum recording time is reached. If you enter a zero (0), no end-of-message warning is played. If you leave this field blank , the system uses the value on the System-Parameters Features screen. Other wise, this value overrides the value on the System-Paramet ers Features screen.
Maximum Mailing Lists:
A number from 0 to 999 Default=25 A number from 0 to 9999
Enter the maximum number of mailing lists that this subscriber can creat e. Enter the maximum total number of mailing list entries that this subscriber can create. Enter the maximum number of seconds of mailbox space for this subscriber.
Total Entries in all Lists: Mailbox Size (Seconds), Maximum: Minimum Needed
A number from 0 to 32767(just over 9 hours )
Entries can range from 0 to Use this field to enter the minimum mailbox space 10800 seconds in seconds that must be available before a subscriber with this class of service will be allowed 24 seconds is to create a voice mail message. recommended
Student Notes
107
Lab Exercise 4: Configuring Basic Administration Parameters

1. 2. 3. 4. 5. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #4 in your Lab Workbook. You need to configure the basic administration parameters. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let your instructor know when you have finished each step.
Student Notes
108
Summary
In this lesson, you learned how to: Define system limits. Define basic parameters. Configure threshold warnings. Administer Class Of Service (COS). Configure Basic Administration Parameters.
Student Notes
109
Quiz
4. The messaging software plays a warning message to subscribers when mailboxes reach the threshold limits. Which feature should you use to specify the mailbox threshold limit? a. Limits b. Input Time c. Thresholds d. Class Of Service their
110
Module 2 ______________________________ Lesson 6: Setting up Auto Attendant

111
Lesson Objectives
In this lesson, you will learn how to: Manage auto attendant. Administer global call transfer parameters. Set up a bulletin board. Perform a lab exercise Create an automated attendant that meets the customer's requirements.
Student Notes
112
Auto Attendant
An automated attendant is an interactive telephone answering system that answers incoming calls with a prerecorded announcement and routes them based on the caller's response to menus and prompts. You set up an automated attendant so that callers hear a menu of options. Callers then press the button on their telephone keypad that corresponds to the menu option they want. The automated attendant then executes the selected option. Callers who do not have touchtone telephones are typically told that they can hold or call another number to speak with a live attendant.
Student Notes
113
Auto Attendant Operations

A business can deploy automated attendant service in either primary or secondary operational mode. Primary Mode Operation: An automated attendant service deployed in primary mode is expected to answer all incoming calls as soon as they come in. The company receptionist backs up the automated attendant by handling overflow calls and calls from people needing assistance, for example, those who press 0 or those who make no selection. Secondary (Backup) Mode Operation: An automated attendant service deployed in backup mode defers as many calls as possible to the company receptionist. The automated attendant service is configured to back up the company receptionist by handling calls the receptionist is unable to answer. After designing the automated attendant, complete the following steps to set up and check its operation: 1. Enable Call Transfers Out of messaging 2. Administer the Automated Attendant as a Subscriber 3. Record Greetings for the Automated Attendant Menu 4. Confirm Automated Attendant Administration
Student Notes
114
Auto Attendant Treatment Types

When you define a subscriber as Auto-Attendant, the Automated Attendant Menu options appear on the bottom of subscribers screen. Choose treatment you would like CMM to apply, when the caller presses respective button on the dial pad. Available options include: 1. call-answer, guest-greeting, transfer: Transfers the call into the mailbox for the extension and plays the Call Answer greeting. Messaging will then provide normal Call Answer treatment for the mailbox, e.g., call-answering, automated attendant, bulletin board.
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Auto Attendant Treatment Types (contd.)

2. guest-greeting - Transfers the call into the mailbox for the designated extension and plays the standard guest greeting ("Please leave a message for .") and allows the caller to record a message. 3. transfer - Transfers the call to the extension on the switch. If e is specified in the Extension field, caller can dial any extension, that starts with the respective digit (4 in this example). Alternatively, caller can press *T (*8) and dial any desired extension, followed by #. *T option needs to be enabled ( Allow Call Transfer: y) If Length Of Time-Out On Initial Entry is specified, you can also provide treatment for when caller chooses not to press any button.
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Auto Attendant Steps to Create

After designing the automated attendant, complete the following steps to set up and check its operation: 1. Enable Call Transfers Out of messaging 2. Administer the Automated Attendant as a Subscriber 3. Record Greetings for the Automated Attendant Menu 4. Confirm Automated Attendant Administration
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Auto Attendant Step 1: Enabling Call Transfer Out

Before an automated attendant can route calls, you must enable the Call Transfer Out feature in the messaging software. To enable call transfers out of messaging: Under the Messaging Administration menu, select System Administration. The system displays the Administration System Attributes and Features screen.
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Auto Attendant Step 1: Enabling Call Transfer Out (Continued)

2. In the Call Transfer Out Of Messaging section, from the Transfer Type drop-down menu, select Enhanced Cover 0. Enhanced Cover 0 follows the coverage path for the covering extension. Covering extension is the default extension to which a call will be transferred when the caller presses 0 or *0.
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Auto Attendant Step 2: Administering the Automated Attendant as a Subscriber

To administer the automated attendant as a subscriber: 1. On the Administration/ Messaging menu, click Subscriber Management link. 2. Provide an extension for auto-attendant in the Local Subscriber Mailbox Number and click Add. 3. Provide Last/First Name , Password, Class of Service.
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Auto Attendant Step 2: Administering the Automated Attendant as a Subscriber (Continued)

Complete the fields as follows: 4. Addressing Format Enter name if you want callers to be able to enter names rather than extensions to select certain destinations. Enter extension if you want callers to enter extension numbers to select certain destinations. 5. Call Answer Language Choice? Enter y if you purchased multilingual announcement sets and are using the Multilingual feature to give callers the option to listen to voice prompts in another language. Enter n if you are using either the Single or Multiple Personal Greetings feature to record the voice prompts for the automated attendant menus.
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6. Call Answer Secondary Annc. Set: Enter the name of the secondary language set you want callers to be able to select. This only applies if you purchased a second announcement set and entered y into the Call Answer Language Choice field. If you are using Multiple Personal Greetings for the voice prompts, skip this field. 7. In the PERMISSIONS section, Type: Enter auto-attendant
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8. Enable Call Transfer for this Auto-Attendant in Allow Call Transfer field. 9. Provide Automated Attendant Menu options: fill in Extension and Treatment next to the desired Button. 10. Provide treatment for Timeout and Length of Time-Out On Initial Entry, if required. 11. When you finish entering the automated attendant information, click Save .
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Auto Attendant Step 3: Recording Greetings for the Automated Attendant Menu
Use your touchtone telephone to record the automated attendant menu greetings that callers hear when they press a key on their telephones. You record an attendant menu greeting in the same way you record a personal greeting. The only difference is that you record the greeting for the attendant extension, and the greeting describes the options for the caller to choose from. You might want to consider including the following in the menu greeting script: A "hello and welcome" greeting followed by the menu choices available to the caller An instruction to press *T to transfer to a specific extension (if this option is active) and press the pound sign An instruction to wait if a time-out extension is administered An instruction on pressing * 4 to repeat the menu selections
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Auto Attendant Step 3: Recording Greetings for the Automated Attendant Menu (No Multiple Personal Greetings)
To record a single automated attendant menu greeting (the Multiple Personal Greetings feature is not used): 1. Call Messaging extension, log in as the automated attendant using the extension and password (if any) you assigned on the Subscriber screen. 2. At the activity menu, press 3 to administer the attendant menu. 3. Press 1 to record the attendant menu greeting. 4. Specify greeting number for example, 1. 5. At the tone, speak the scripted greeting for the menu and then press # to stop the recording. 6. Alternatively, prior to pressing #, press 1 to stop the recording and Press 1 again to record from where you last stopped. Press 2 3 to listen to the recording. Press * 3 to delete and re-record Press # to approve. 7. At the end, press 1 to use this greeting for all calls.
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Auto Attendant Step 3: Recording Greetings for the Automated Attendant Menu (Multiple Personal Greetings)
With multiple personal greetings, your automated attendant menu greeting can change according to the type of call. For example, you can have one greeting for out-of-hours calls and another for calls during regular business hours. You can also have different menus for internal and external calls. If an automated attendant menu is lost or was never recorded, callers hear a system announcement indicating that attendant services are not available. The system also makes an entry in the Administrator's Log each time a caller dials the automated attendant extension.
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Auto Attendant Step 4: Confirming Automated Attendant Administration

The Messaging software provides a testing utility. This is a convenient way to test the structure of a menu so that callers do not encounter an incomplete automatic-attendant menu tree. To access the testing utility: 1. Under Messaging Administration, select Attendant Management. 2. Select an attendant from the list and click the Menu Tree button. Auto-Attendant Menu Tree page is displayed. 3. Select yes in Start From Called Party ID in Routing Table, put auto-attendants extension in Starting Point and select full in Report Type. Choose Display Menu Tree to test the menu tree.
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Lab Exercise 5: Creating an Auto Attendant

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #5 in your Lab Workbook. You need to create an Auto Attendant that enables the user to record a greeting message. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let you instructor know when you have finished each step.
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Call Transfer Parameters

Call Transfer Administration page allows the administration of call transfers. Call Transfer Parameters are: Allowed Number Addition Allowed Number Deletion Allowed Number Display Denied Number Addition Denied Number Deletion Denied Number Display Call Transfer Type Callers cannot transfer to numbers expressly denied.
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Call Transfer Parameters (Continued)

Denied numbers override numbers not specified on these pages. Allowed numbers override numbers specifically denied. For example: If you used the Add and you used the Add Denied Transfer Allowed Transfer Numbers then a caller can Numbers page to page to deny all numbers allow numbers in the range transfer out of the messaging software by from 2000 to 5999 dialing any 4-digit number that starts with 2 to 5. deny all numbers allow a specific number transfer only to that number, for example, a remote field office.
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Call Transfer Add Denied Number Addition

The Add Denied Transfer Numbers page is used to specify numbers which transfers are to be denied.
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Call Transfer Add Denied Number Deletion

The Delete Denied Transfer Numbers page is used to remove entries from the denied transfer numbers.
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Call Transfer Denied Number Display

The Display Denied Transfer Numbers page displays the list of denied transfer numbers.
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Call Transfer Add Allowed Number Addition

The Add Allowed Transfer Numbers page is used to specify permitted transfer numbers that would otherwise be denied because they are included on the list of denied transfer numbers.
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Call Transfer Add Allowed Number Deletion

The Delete Allowed Transfer Numbers page is used to remove entries from the allowed transfer numbers.
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Call Transfer Add Allowed Number Display

The Display Allowed Transfer Numbers page displays the list of allowed transfer numbers.
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Bulletin Board
A bulletin board is an electronic message system that callers can access to hear messages. Callers dial the bulletin board telephone number and the system answers and presents callers with a recorded message. The major differences between a bulletin board and an automated attendant are as follows: A bulletin board does not have an option to route the call. A bulletin board does not present a menu of buttons for callers to select. A bulletin board does not have the capability to allow callers to replay the greeting.
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Setting Up the Subscriber Screen for a Bulletin Board

To complete the subscriber screen for setting up a bulletin board: 1. Under Messaging Administration, select Subscriber Management. 2. Add a new subscriber by providing a new extension in the Add or Edit text box. Alternatively, if you want to use an existing extension as a bulletin board, click Manage for Local Subscribers.
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Setting Up the Subscriber Screen for a Bulletin Board (Continued)

3. If you are adding a new subscriber, complete the fields as follows: Name: Enter the name of the bulletin board. This name should describe the bulletin board's function. Extension: Enter the bulletin board's extension. Use an extension that is administered on the switch if you want callers to access the bulletin board using the dialed number. Use an extension that is not administered on the switch, that is, a phantom extension, if you want callers to access the bulletin board via an automated attendant. Class Of Service: Enter the class of service name or number you want for this bulletin board. Switch Number: Enter 1 as the number of the switch. PERMISSIONS, Type: Enter bulletin-board for bulletin board. Mailbox Size (seconds), Maximum: Enter the maximum number of seconds of mailbox space for the bulletin board. A valid entry is a number from 0 to 32767. Click Save .
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Setting Up the Subscriber Screen for a Bulletin Board (Continued)
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Recording Bulletin Board Messages
You record a bulletin board message in the same way you record a personal greeting. It is a good idea to write down a script for the bulletin board ahead of time and read it aloud to a colleague before recording it. To record the bulletin board message: 1. Log in as the bulletin-board subscriber, using the extension and password (if any) you assigned on the Subscriber screen, both followed by #. 2. At the activity menu, press 3 to record the message. 3. Press 1 to record the bulletin board greetings. 4. Specify greeting number for example, 1. 5. At the tone, speak the scripted greeting for the menu and then press # to approve. 6. Alternatively, press 1 to stop the recording, followed by: o Press 1 again to record from where you last stopped. o Press 2 3 if you want to listen to the recording. o Press * 3 if you want to delete and re-record. o Press # to approve. 7. At the end, press 1 to use this greeting for all calls.
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Using Bulletin Boards with an Automated Attendant

You could set up three different bulletin boards, then set up an automated attendant as shown
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Summary
In this lesson, you learned how to: Manage auto attendant. Administer global call transfer parameters. Set up a bulletin board.
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Quiz
5. Which auto attendant type routes a call transfer through a switch to the user station or an extension? a. Call answer b. Blank (not selecting any auto attendant type option) c. Guest-greeting d. Transfer
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Quiz
6. Which of the following is true? a. A bulletin board has an option to route the call. b. A bulletin board presents a menu of buttons for callers to select. c. An automated attendant has the capability to allow callers to replay the greeting.
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Module 2: Communication Manager Messaging (CMM) Administration ______________________________ Lesson 7: Setting up System Features
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Lesson Objectives
In this lesson, you will learn how to: Manage guest passwords. Configure and administer outcalling. Set-up a broadcast mailbox. Manage Enhanced Lists Application (ELA). Customize announcements. Configure and administer fax. Perform a lab exercise Set Up Broadcast Mailbox.
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Guest Passwords
A guest password can be used by people without mailboxes to create and send messages to CMM subscribers. You dont need a guest password to call a subscriber and leave a me ssage, when a call goes to cover, and connects you to the subscribers greeting. However, sometimes a guest might not want to wait for several rings before leaving a message, or would like to use some additional options, that normally only messaging subscribers have access to. If a value is entered in the System Guest Password field, a guest can leave a message for a subscriber by logging in with that subscriber's extension and this guest password. Guest password must be different from any passwords, currently used by messaging subscribers.
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Administer and Configure Guest Passwords

To administer the guest password: 1. Under Messaging Administration, click System Administration link. The system displays the Administer System Attributes and Features page. In the LOG-IN Parameters section, enter the guest password in the System Guest Password field. If you leave this field blank, there is no guest password. Guest passwords can be 0 to 15 digits. Click Save.
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Outcalling
Outcalling feature allows a subscriber to tell the messaging software to place a call to a specified number (for example, mobile phone number), when the subscriber receives new messages. Use the Outcalling Options page to activate outcalling and set-up additional outcalling parameters. You must use a privileged account to change data on this screen. Messaging administrators, who use non-privileged account, can only view the data on this screen. Each subscriber sets up a number for outcalling feature individually, by accessing his/her mailbox and choosing option 6. Each subscriber, who wants to use outcalling, needs to have it activated in his/her COS or under Custom COS section on the subscribers screen.
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Configure Outcalling
To set up outcalling parameters: 1. Under Messaging Administration, click the Outcalling Options link. The system displays the Outcalling Options page. 2. After administering the features, click Update Features button.
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Configure Outcalling (contd.)

To activate Outcalling for a subscribers COS, go to Messaging Administration>Classes-of-Service and enable outcalling:
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Broadcast Messages
A broadcast mailbox allows subscribers to send broadcast messages or login announcements. You must set up a specific broadcast mailbox to store the broadcast messages. When subscribers listen to a broadcast message or login announcement, messaging system actually retrieves it from the broadcast mailbox. The broadcast mailbox can contain a maximum of 16 broadcast messages and 1 login announcement. Broadcast messages are useful for company announcements or emergency announcements. You create and send a broadcast message normally, except you do not address it. Instead, you mark the message as a broadcast message. You cannot send a broadcast message to subscribers on other systems or at other locations.
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Setting Up Broadcast Messages

To set up a broadcast mailbox: 1. Under Messaging Administration, click Subscriber Management. Manage Subscriber page is displayed. 2. Enter broadcast mailbox number and click Add or Edit. Use an extension that is not administered on CM nobody will call broadcast mailbox, it will distribute messages to regular subscribers automatically.
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Setting Up Broadcast Messages (Continued)

3. Enter the name of the broadcast mailbox in the Last/First Name field and password. 4. Enter the Class of Service you want for this broadcast mailbox. 5. Type 0 in the Switch Number field. Zero means, that the broadcast mailbox is a voice messaging mailbox, but does not have an extension on the switch. 6. Type y in the Broadcast Mailbox? field. The "y" identifies this mailbox as a broadcast mailbox.
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Setting Up Broadcast Messages (Continued)

7. Enter none in the following fields: Permissions, Type Permissions, Broadcast 8. Enter maximum number of days that you want any particular broadcast message to be active in your system in the Incoming Mailbox section Retention Times, New field. 9. Enter the same number of days for Retention Time, Old and Unopened
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Sending a Broadcast Message

10. Enter maximum number of seconds of mailbox space for the broadcast mailbox in the Mailbox Size, Maximum field. A valid entry is a number from 0 to 32767. 11. Click Save .
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Recording a Broadcast Message

1. Log in to your mailbox. 2. Press 1 to record a new message. 3. Record a new message after the tone. Press # to approve. 4. DO NOT address this message. Press #. 5. Press 8 to mark the message as broadcast. If a subscriber cannot mark a message as broadcast, the subscriber does not currently have permission to send broadcast messages.
To allow a subscriber to send broadcast messages, go to the Edit Local Subscriber page and enter both in the Broadcast field
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Recording a Broadcast Message (Continued)
6. To listen to the list of additional broadcast options, press *M (*6): Press 1 to turn on message notification (press 1 again to undo) Press 2 to change the message expiration from the 2-day default : 1. Enter numbers for the month and day of expiration. For example, press 1 0 0 8 for October 8. 2. Press # to save the expiration date or press 2 to start over Press # to approve additional option.
7. At the end, press # to send.
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Lab Exercise 6: Recording a Broadcast Message

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #6 in your Lab Workbook. You need to create a broadcast mailbox and record a broadcast message, that will be delivered to all subscribers automatically. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let you instructor know when you have finished each step.
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Enhanced Lists
Enhanced-List Application (ELA) greatly expands the capability to deliver messages to large numbers of recipients. A single enhanced-list can contain 1500 addresses. The system administrator can create up to 100 enhanced-lists. ELA Features: o Distribute messages to a targeted audience. o Create a list of people to whom you send messages frequently. o Centralize messages in one CMM mailbox. o Forward messages to support staff automatically. ELA uses a shadow mailbox as a mechanism to distribute messages to lists of subscribers. It is a special internal mailbox you will never call or login to. A properly-configured ELA shadow mailbox helps the system block recipients from replying to ELA senders or recipient lists.
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Planning to Implement Enhanced Lists Application

Before you begin to implement ELA on the system, you must have the following information available: A COS number for the shadow mailbox. It is recommended that you use COS 8 if possible. A community ID for the shadow mailbox. Ideally, the shadow mailbox is the only occupant of the selected community, which cannot receive messages, but can send messages to all other communities. If possible, community 11 is recommended. A community ID for the ELA list mailboxes. All of the list mailboxes need to reside in the same community. This community cannot be the same number as the shadow mailbox community. If possible, community 10 is recommended. A range of extensions to use for list mailboxes (subscribers, who will receive messages).
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Configuring Enhanced List Application

To administer Enhanced List Application you must: 1. Define a Class of Service for the shadow mailbox. 2. Create a shadow mailbox. 3. Set up Sending Restrictions for the shadow mailbox Community ID. 4. Create an ELA list. 5. Add members to the ELA list (extensions of recipients of broadcast messages). 6. Record a name for the ELA list mailbox (optional). 7. Test the enhanced list setup.
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Setting Up Shadow Mailbox COS

To set-up Shadow Mailbox COS: 1. Under Administration/ Messaging, select Classes-of-Service . 2. The Addressing Format field must be set as Extension. 3. Login Announcement Set= System 4. Call Answer Primary Annc. Set= System 5. Call Answer Secondary Annc. Set= System 6. PERMISSIONS Type= call-answer Announcement Control= no - Outcalling= no Priority Messages= yes - Broadcast= none MCAPI Access= no - MCAPI Message Transfer= yes Fax Creation= yes - Trusted Server Access= yes 7. Click Save .
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Setting Sending Restrictions

To configure Sending Restrictions: 1. Under Enhanced List Setup, provide extension and Community ID for the shadow mailbox (11 is recommended). You might want also to provide COS and Community ID for Default Enhanced List (10 is recommended). 2. Under Sending Restrictions, in the Sender community column, click on the community ID 11. All checkboxes will be selected. No Recipient Community will be able to send messages to the selected sender community. 3. Click Save .
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Creating an Enhanced List

To create an Enhanced list: 1. Under Messaging Administration, select Enhanced List Management. System displays the Manage Enhanced-Lists page. 2. Click Create a New List button.
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Creating an Enhanced List (contd.)

3. Enter the List Name, Extension, Password. You can also modify COS and Community ID or you can keep defaults. 4. Click Save .
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Adding Members to an Enhanced List

To add members to an Enhanced list: 1. Under Messaging Administration, select Enhanced List Management. The system displays the Manage Enhanced-Lists page. 2. View the list of created enhanced lists on the page. Select an enhanced list, that you want to edit. 3. Click Open the Selected List button.
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Adding Members to an Enhanced List (contd.)

Enter the Extension or Address in the field and click Add Member.
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Testing ELA
After you configure ELA, complete the following steps to test the feature. 1. Create a test ELA list with at least 2 existing subscribers as members. 2. Record and send a voice mail message to the ELA list mailbox from one of your subscribers mailboxes, by addressing it to the extension of the ELA list extension. 3. Login to each of the subscribers mailboxes to check, if the message has been delivered. Also, make sure that al l ELA list members phones had MWIs on, when the message was delivered.
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Customizing Announcements
When you use CMM, you hear voice prompts. Voice prompts are also called announcements. Voice prompts tell you what to do and what are your options. Welcome to AUDIX Your call is being answered by AUDIX Press # to approve or 1 to edit your message By default CMM uses a standard announcement set (US English or another languagebased, if you have uploaded the respective language file and enabled it). However, announcements can be customized. To understand the process of customizing announcements, you need to be familiar with the following definitions: Fragments Announcements Announcement Sets
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Customizing Announcements Terminology

Fragments Voice prompts you hear in messaging consist of one or more pieces of recorded text, called fragments. A fragment is a recorded word, phrase, or sentence. Each fragment is identified by a number prefaced by the letter "f". For example, the voice prompt "Previous login incorrect. Please re-enter extension and pound sign," contains these two fragments: 1. f233 "Previous login incorrect. Please re-enter extension," 2. f224 "and pound sign.
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Customizing Announcements Terminology (contd.)

Announcements An announcement is actually a placeholder within the system for playing fragments. Each announcement is identified by a number, prefaced by the letter "a". For instance, a10 is announcement 10. Each event that can occur within messaging has one or more announcement numbers permanently assigned to it. Fragment numbers are then assigned to the announcement numbers. Thus, when a caller or subscriber completes an event (such as pushing a button), messaging processes the announcement number assigned to that event and then plays the fragments assigned to that announcement. You can add, change, or delete fragments assigned to announcements and thereby change announcements.
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Customizing Announcements Terminology (contd.)

Announcement Sets An announcement set is a collection of announcements. These can be standard or custom announcements. Standard Announcement Sets Messaging software offers standard announcement sets in several languages. The standard set is loaded and activated by default. Custom Announcement Sets To create a custom announcement set, you add an announcement set name to the system and then copy into that set the announcements from another standard or custom set. You can then change the announcements and fragments in the newly created custom set and activate it.
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Configuring Customized Announcements

To create and configure customized announcement set, the following steps are required: 1. Add a new announcement set 2. Identify the new set as an administrative announcement set. 3. Copy contents of the standard set to the new announcement set. 4. Check contents of the new set. 5. Copy, change or remove announcements within the new announcement set. 6. Record, rerecord or remove fragments within the new announcement set. 7. Activate the new announcement set.
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Customizing Announcements Step 1: Add New Announcement Set

To create a new announcement set: 1. Under Messaging Administration, choose Announcement Sets. 2. Add a new set by identifying its name. 3. Click Add Set.
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Customizing Announcements Step 2: Identify an Administrative Announcement Set

To identify the new set an administrative announcement set: 1. Under Messaging Administration, select System Administration. 2. Under Announcement Sets>System: enter the name of the announcement set in which you want to modify announcements and fragments. 3. Click Save .
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Customizing Announcements Step 3: Copy Contents of Standard Set to a New Set

To copy contents (announcements and fragments) of a standard set to a new announcement set: 1. Under Messaging Administration, select Announcement Sets. 2. Choose, which set you would like to copy and where to copy it to 3. Click Copy Set.
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Customizing Announcements Step 4: Check Contents of the New Set

To check contents of the new set: 1. Under Messaging Administration, select Announcement Admin. 2. Verify announcements and fragments. Decide, which announcements/fragments you would like to modify description of commonly customized fragments and announcements can be found on the CMM Documentation CD (download it from support.avaya.com). 3. Remember: announcements are collections of fragments.
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Customizing Announcements Step 4: Check Contents of the New Set (contd.)

Sample description of announcements/fragments:
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Customizing Announcements Step 5: Copy Announcements

ALERT! Customizing announcements is an advanced feature of CMM and requires careful planning. It is not recommended to change default announcements and re-record default fragments, as this could jeopardize the integrity of your messaging system. It is recommended to create new announcements (you may copy the contents of the standard announcement) and record new fragments for them. The fragment numbers 4000 thru 4999 are reserved for customer use. Using numbers other than these could jeopardize the integrity of your custom fragments and announcement. There are at least two fragments you will probably want to record for your new announcement set: 1. The greeting callers hear when they are routed to a subscriber's mailbox 2. The greeting a subscriber hears when calling the messaging software directly
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Customizing Announcements Step 5: Copy Announcements (contd.)

Check the list of standard announcements in Commonly Customized Fragments and Announcements chapter of CMM Documentation CD. Under Messaging Administration, select Announcement Copy. An announcement identifier can be in the range: a1 to a5000. The system displays the Copy Announcements or Fragments page, with the announcement set ID, the announcement ID, and the fragment numbers contained within the announcement listed. Verify that the announcement contains the fragments you want to copy. Select an announcement. Click Copy Announcement. Select the set to which you want to copy the selected announcement. Enter a valid ID for the announcement. Click Copy. The announcement is now copied to the new announcement ID and to the announcement set ID, if any.
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Customizing Announcements Step 6: Record Fragments

Fragments are customized by a subscriber with announcement control permission, using his/her touchtone phone Announcement control permission can either be enabled in subscribers COS (0-11) or directly on the subscribers screen (Custom COS).
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Customizing Announcements Step 6: Record Fragments (contd.)

To record a fragment: 1. Identify the announcement set that contains the fragment as the administrative announcement set. 2. Verify that the announcement you plan to change is actually composed of the fragments you expect. 3. Use your touchtone telephone to log in to the messaging software. 4. At the activity menu, press 9. 5. When you hear "To record names, press 4. To play names, press 5," press 1 to change the fragment. 6. Enter the fragment ID as prompted and then press the pound sign (#). For example, for f287, press 2 8 7 #. 7. Record the changed fragment when prompted. 8. When you are satisfied with the recording, press the pound sign (#) to approve it.
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Customizing Announcements Step 7: Activate Announcement Set

To activate your new announcement set, go to Messaging Administration and choose System Administration. Enter the name of your new announcement set under Announce ment Sets->System.
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Fax Messaging
With Fax Messaging users can: Create and send a fax to CMM subscribers. Receive faxes in their mailboxes. Print fax messages from their mailboxes to a fax machine, a PC with a fax modem, a LAN printer, or a fax-enabled system such as another CMM system. Administer their mailboxes to scan incoming messages and automatically print faxes when they are received. Administer their mailboxes to automatically delete a fax message after it is printed.
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Creating and Sending a Fax

By using the telephone keypad of a fax machine, subscribers can create and send messages containing just a fax component, or they can also include a voice component. Subscribers can use the full mailing list and addressing capabilities of the messaging feature. By sending a fax to their CMM mailboxes, subscribers annotate fax messages with a voice message and broadcast the combined voice and fax message to a mailing list. A fax message can be marked as priority and/or private, scheduled for later delivery or stored in the subscriber's CMM mailbox "file cabinet." Following fax transmission, the CMM application ends the session by hanging up.
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Receiving a Fax
CMM receives an incoming fax in a manner similar to the way it receives other calls. When a fax tone is received, the CMM: o Records the incoming fax, o Sends it to the subscriber's mailbox, o Notifies the subscriber, through the message-waiting indicator, that a fax has been received.
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Retrieving and Printing a Fax

Subscribers retrieve and print faxes through their telephones or PCs if their systems are equipped with Message Manager or the Internet Messaging product integrated with an email application. From the telephone, subscribers can print a fax to a default print destination or to another fax machine. Subscribers can also set the Fax Messaging capability to automatically print new faxes to a default print destination when faxes are received. From their PCs, subscribers can view faxes and print faxes if the options are properly administered for their email application or from Message Manager.
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Administering Fax
To activate Fax Messaging, under Messaging Administration choose Fax Options, enable Fax and click Update Features.
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Administering Fax (Continued)

To allow a subscriber access to fax messaging, respective setting needs to be enables on subscribers COS or under Custom COS section on subscribers screen: 1. Under Messaging Administration click on Classes-of-Service . 2. Choose the respective COS number and click on Edit the Selected COS. 3. Enable fax as follows. 4. Click Save.
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Administering Fax (Continued)

To add a local fax machine as a a messaging subscriber: 1. Add a Fax machine's extension to Communication Manager for call coverage to messaging. 2. Go to the Communication Manager Messaging web page, under Messaging Administration select Subscriber Management. Manage Subscribers page is displayed. 3. In the Add or Edit text box, type in a new subscribers extension. The system displays the Add Local Subscriber page. 4. Under Incoming Mailbox, in the Retention Time fields, enter a value of 3 or 4 days.
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Specifying Fax Dial Strings

4. Under MISCELLANEOUS, in the Call Answer Message Maximum Length field, enter 1200 seconds. 5. In the Mailbox Size field, enter a minimum value of 5000 seconds. 6. Click Save to update this information to the system database.
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Summary
In this lesson, you learned how to: Manage guest passwords. Configure and administer Outcalling. Set-up a broadcast mailbox. Manage Enhanced Lists Application (ELA). Customize announcements. Configure and administer fax.
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Quiz
7. A subscriber has received new messages. Which feature allows a subscriber to tell the messaging software to place the call to a specified number? a. A guest password b. The Outcalling feature c. Text-to-Speech (TTS) conversion d. Fax Messaging
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Quiz
8. Which of the following is true? a. You can send a broadcast message to subscribers on other systems b. You can send a broadcast message to subscribers at other locations. c. You can send broadcast messages or login announcements using a broadcast mailbox. d. You do not need to set up a specific broadcast mailbox to store the broadcast messages.
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Quiz
9. Before you implement ELA on the system, which of the following information should be available? a. An available Class of Service (COS) number. b. A community ID for the shadow mailbox. c. A community ID for the ELA list mailboxes. d. A range of extensions to use for list mailboxes.
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Module 2: Communication Manager Messaging (CMM) Administration

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Lesson 8: Setting up Desktop Messaging
198
Lesson Objectives
In this lesson, you will learn how to: Describe Internet messaging and configure IMAP/SMTP. Describe Message Manager. Describe and configure Text-to-Speech (TTS).
Student Notes
What Internet Messaging Can Do

Internet Messaging can: Provide access for messaging subscribers to any of the email users worldwide through the Internet. Increase the number of choices that subscribers have to access messages, including telephone, Message Manager, and industry-standard email platforms. Save costs by allowing message transport through existing, shared Internet facilities.
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Internet Messaging
In addition to the telephone user interface (TUI), subscribers can also select one of the currently available POP3 or IMAP4 email client programs to check their messages. For example, Netscape Mail or Microsoft Outlook can be used to receive and respond to messages through the messaging software.
Student Notes
200
Using Internet Messaging with POP3

Voice components of Communication Manager Messaging messages appear as .LVP attachments. Record a voice component with Communication Manager Messaging, then attach the new file to the outgoing message. Fax components of Communication Manager Messaging messages appear as .TIF attachments. Use an appropriate graphics viewer to see these components.
Student Notes
201
Using Internet Messaging with IMAP4

Voice components of Communication Manager Messaging messages appear as G711 wave file attachments. Record a voice component with Communication Manager Messaging, then attach the new file to the outgoing message. Fax components of Communication Manager Messaging messages appear as .TIF attachments. Use an appropriate graphics viewer to see these components.
Student Notes
202
LAN Impact of Email Messaging

Use the following table to estimate how much of the LAN traffic on the system will be comprised of email messages (including email with attached components): Component Voice Fax Email Attachments Size 60 sec=480 1-KB packets 3 pages=145 1-KB packets 5 KB=5.5 1-KB packets around 150 KB (file size varies by type of file and contents)
Student Notes
203
LDAP Integration
Lightweight Directory Access Protocol (LDAP) is a database that contains system data, subscriber data, and class of service assigned to a subscriber. Customers require access to the subscriber database to bulk-administer the data. Standard LDAP clients such as Microsoft Outlook are supported clients to gain access to the LDAP database. You can connect to LDAP in two ways: Anonymously As a Trusted Server Connection to the LDAP database using an anonymous connection needs an IP address and a unique name. This type of connection gets limited information from the database. You can use this connection to read data. Connection to the LDAP database as a trusted Server needs a trusted server name, IP address, and password. This connection type is used to bulk-administer subscribers. You can use the credentials provided by Avaya to get connected and get information about subscribers.
Student Notes
204
Administering Internet Messaging

To administer Internet Messaging: 1. Go to the System Management Interface Web page and click Server (Maintenance) on the Administration menu. The system displays the Communication Manager / Server (Maintenance) Web page main menu. 2. Select Firewall under Security. 3. Verify that the ldap and ldaps services are selected in the Input to Server column. Altering the firewall rules is considered an advanced option, that can only be performed using the command line.
Student Notes
205
Administering Internet Messaging (Continued)

4. Go to the Messaging Administration main menu and select under IMAP/SMTP Administration > General Options. 5. Check the contents of each field for the correct entry. Leave the values on this screen unchanged unless the traffic volume, subscriber requests, or other system requirements dictate otherwise. 6. If you want to allow the POP3 or IMAP4 users to use the system's directory as their email directory, select the appropriate client and port options.
Student Notes
206

7. Go to the Messaging Administration main menu and select under IMAP/SMTP Administration > Mail Options. The system displays the Mail Options screen. 8. Select the appropriate options and then click Save . Use the Help button for additional information about the available settings. The options to be set will vary based on the individual businesses.
Student Notes
207

Email option needs to be enabled either in the subscribers assigned COS or under Custom COS section on the subscribers screen: Go to the Messaging Administration main menu and select Classes-of-Service Select a COS you want to administer and click Edit the Selected COS. Select yes in the Trusted Server Access? field (under PERMISSIONS). Select yes in the MCAPI Message Transfer? field. Check the Voice Mail Message, Maximum Length field. The system default is 1200 seconds. (This size is sufficient to contain a 9.6 MB email message). Check the Mailbox Size, Maximum Length field. The system default is 1200. For comparison, 8400 seconds. (This size provides 67.2 MB for storage of each subscriber's voice, fax, text (email) and binary attachments). Click Save.
Student Notes
208
Message Manager
Message Manager is a Windows-based graphical user interface (GUI), that includes the following basic capabilities: Visual display of the messaging mailbox Support for playing and recording messages, greetings, and names on a PC sound card Remote access to your mailbox The ability to receive, create, and send voice messages, text messages, and attached files There are two ways in which you can enable subscribers for Message Manager: On an individual (subscriber-by-subscriber) basis By defining a Class of Service (COS)
Student Notes
209
Administering Messaging Manager COS

To administer predefined groups of subscribers for Message Manager you can enable this option for an individual subscriber under Custom CO S section on subscribers screen): 1. Under Messaging Administration, select Classes-of-Service . 2. Select the class-of-service that you want to edit. 3. Enter y in the fields labeled: MCAPI Access MCAPI Message Transfer
Student Notes
210
Text-to-Speech (TTS)
Text-to-Speech (TTS) conversion is an optional feature that enables subscribers to listen to a voiced presentation of email and Message Manager text messages, received in their messaging mailboxes. Message components are rendered as follows: The subject line of an email message is read as part of the message header. The body of the text message is voiced. If a file attachment is included in the email message, that component is not voiced. The subscriber hears summary information regarding the size of the file. Fax components are also summarized regarding the number of pages contained in the fax. The TTS session default is: headers_and_bodies.
Student Notes
211
Text-to-Speech (TTS) (Continued)

To set the options for TTS sessions: Under Messaging Administration, click System Administration link. The system displays the Administer System Attributes and Features page. On the Multimedia Parameters text box, select the drop-down menu for Text to Speech Conversion: field. The system displays the TTS Choices menu. Select headers and bodies. TTS is used to speak text items within message headers as well as the text component of the message body. Click Save.
Student Notes
212
Module Summary
In this module, you learned how to: Administer CMM. Access CMM. Set up global parameters. Set up subscribers. Set up the auto attendant. Set up system features. Set up desktop messaging.
Student Notes
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Module 3: Communication Manager Messaging (CMM) Maintenance

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Lesson 1: Introduction
214
Introduction
In this module, you will access CMM and perform various tasks related to maintenance. You will also be able to backup and restore the system. You will learn how to install system software updates. In addition, you will learn about the preventative measures available to secure the CMM from toll fraud.
Student Notes
215
Module Objectives
After you complete this module, you will be able to: Monitor alarms and events. Perform a system backup and restore. Monitor system performance. Install system software updates. Describe preventative measures available to secure the CMM from toll fraud.
Student Notes
216

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Lesson 2: Performing a System Backup and Restore
217
Lesson Objectives
In this lesson, you will learn how to: Describe CMM backup process. Discuss supported and unsupported backup items. Perform an On-Demand backup. Perform a scheduled backup. Restore system files. Perform a lab exercise Perform a System Backup.
Student Notes
218
CMM Backup Process

It is recommended to back up messaging data on a regular basis. CM server can back up messaging data to an internal FTP server or over the customer's LAN to an external FTP server. CMM Backup and Restore is not supported via the System Platform backup procedure. Messaging data can be backed up at the same time as the CM server data, or messaging data can be backed up independently from the CM server data. In the event of a system failure, information stored on the external server is used to restore the system to an operational state. The following data types and their combinations can be backed-up at any time manually (Backup Now) or according to a schedule automatically (Scheduled Backup) : Messaging Announcements Messaging Translations and Messages Messaging Translations, Names, and Messages Messaging Translations and Names Messaging Translations
Student Notes
219
Translations, Announcements, Messaging Names, and Voice

Messages
Translations: This data type comprise of the following system administration data: o Detailed system data on shared memory, speech file system pointers, etc. o Alarm management information o A list of enabled features Announcements: This data type consists of prompts and phrases that guide the user through the messaging application. Messaging names: This data type contains voiced subscriber names. Voice messages: This data type consists of all the call answer and voice mail messages that subscribers send and receive every day.
Student Notes
220
Network Backups
Both CM and CMM use Network Device method to backup and store the data on the specified network server. FTP (File Transfer Protocol)/SFTP sends backup data to an FTP server. The FTP server must be available and accessible at the time of the backup, and it must have enough space to store the data. Internal FTP server must be enabled through the Server Access Web page. SCP (Secure Copy) sets up a SCP session between the server and the network storage device for secure backups. Both the FTP and SCP options require the following information: User Name: the users account name for the storage server. Password: the users password for the storage server. Host Name: the DNS name or IP address of the server. Directory: If you want to use the default directory on the internal FTP server, specify /var/home/ftp/pub; otherwise, type the designated directory path in this field.
Student Notes
221
On-Demand Backups
Use Backup Now when you want to back up system data immediately. The messaging backup files can be quite large. As a result, your LAN network connection may fail during the backup. In this case, you can run a scheduled backup instead, which allows the Communication Manager server to handle breaks in the LAN connection and ultimately create a successful backup. Note It is highly recommended that you stop the messaging software (voice system) before performing an attended backup.
Student Notes
222
Performing On Demand Backups

To perform a backup now: 1. Stop the messaging software (voice system). 2. Login to the Server (Maintenance) Web page main menu. 3. Select: Backup Now. The system displays the Backup Now screen. 4. Click the button for the data type or data types you want to back up; only one option in the list can be selected for a specific back up.
Student Notes
223
Performing On Demand Backups (Continued)

5. Choose Backup Method 6. Complete backup server access information:
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224
Performing On Demand Backups (Continued)

7. If you want to encrypt the backup data, click the box in the Encryption area of the screen and enter a pass phrase using an arbitrary string of 15 to 256 characters. The pass phrase can contain any characters except the following ones: 1. ' \ &' and ' " %' It is strongly recommended that you encrypt the backup data. You must remember the pass phrase because you cannot restore the data without it. 8. Click Start Backup.
Student Notes
225
Adding Scheduled Backups

Before creating a backup schedule, you first decide what type of data you want to back up. You then indicate the days and time you want the schedule to run, and the destination to which you want the backup files sent. To create a backup schedule: 1. Log in to the System Management Interface Web page. 2. Click Server (Maintenance) from the Administration menu. 3. Select Schedule Backup. The system displays the Schedule Backup screen. If backups are already scheduled, the screen lists the current backup schedules. Look at it carefully to determine what backup schedule you want to add. If this is the first backup schedule to be created, the Schedule Backup screen displays a message that there is no record of any backup schedule. 4. Click the Add button at the bottom of the screen. The system displays the Add New Schedule screen.
Student Notes
226
Adding Scheduled Backups (Continued)

5. Click the button for the data type or data types you want to back up. Only one option in the list can be selected for a specific back up. 6. Select a backup method to indicate the destination to which the system sends the backup data. 7. If you want to encrypt the backup data, click the box in the Encryption area of the screen and enter a passphrase using an arbitrary string of 15 to 256 characters. It is strongly recommended that you encrypt the backup data. You must remember the pass phrase because you cannot restore the data without it.
Student Notes
227
Adding Scheduled Backups (Continued)

8. Select the days of the week by clicking the appropriate check boxes, and select the hour and minute you want the backup procedure to start by selecting a time from the dropdown boxes. 9. You can select multiple days but only one time for the backup schedule to run. 10. Click the Add New Schedule button to save the schedule you just created.
10
Student Notes
228
Changing a Backup Scheduled

You can change the days and time an existing backup schedule runs. You can also change the destination to which the system sends the backup data. To change an existing backup schedule: 1. From the Server (Maintenance) Web page main menu, select Schedule Backup. The system displays the Schedule Backup screen. 2. Click the radio button next to the backup schedule you want to change. 3. Click the Change button at the bottom of the screen. The Change Current Schedule screen displays the information for the backup schedule you selected in step 2. 4. Make the changes you want to the backup schedule. 5. Click the Change Backup Schedule button to save the schedule you just created.
Student Notes
229
Deleting a Backup Scheduled

To delete an existing backup schedule: 1. Log in to the Server (Maintenance) Web page . 2. Select: Schedule Backup. The system displays the Schedule Backup screen. 3. Click the radio button next to the backup schedule you want to delete. 4. Click the Remove button at the bottom of the screen. The backup schedule you deleted disappears from the list displayed in the Schedule Backup screen.
Student Notes
230
Restoring System Files

To perform a restore: 1. Stop messaging software. 2. At the Server (Maintenance) Web page, select: View/Restore Data. The system displays the View/Restore screen. 3. On the View/Restore Data screen specify Data Sets you wish to view/restore and select the following options under Backup Method: Method: ftp, sftp or scp. Before the FTP server will transfer the backup image, the CM server must first log in to the FTP server. You must therefore also enter the following information: User name Password Host name Directory Local directory: Choose this selection if you know the backup image was saved to directory on a local CM ftp server. The default directory is /var/home/ftp/pub.
Student Notes
231
Restoring System Files (contd.)

To perform a restore: 4. Click View: The View/Restore Data results screen lists the backup images stored in the location you specified. The most recent backups are listed at the bottom of the list. 5. Select the backup image you want to view or restore by clicking the corresponding radio button.
Student Notes
232
Lab Exercise 7: Performing Backup and Restore

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #7 in your Lab Workbook. You need to perform an immediate system backup, followed by a restore. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let you instructor know when you have finished each step.
Student Notes
233
Summary
In this lesson, you learned how to: Describe CMM backup process. Perform an On-Demand backup. Perform a scheduled backup. Restore system files.
Student Notes
234
Quiz
10. Which data type consists of prompts and phrases that guide the user the messaging application? a. Announcements b. Messaging names c. Voice message d. Translations through
235

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Lesson 3: Monitoring System Performance
236
Lesson Objectives
In this lesson, you will learn how to: Describe the performance reports available to monitor system performance. Collect and analyze traffic reports.
Student Notes
237
Performance Reports
CMM collects information that depicts how the system is used, including the following data: Features Subscribers Communities Data port loads Remote messaging traffic This information is displayed in the following sections: Real-time dynamic report windows: Dynamic windows allow you to watch real-time traffic in the messaging system. Alarm logs and administrator's logs: Record events that are useful for preventive maintenance, for diagnosing problems and troubleshooting the system, and for spotting trends or estimating future needs. Messaging traffic reports: Contains a list of available reports.
Student Notes
238
Traffic Reports
The following table lists each traffic report and its purpose. Description Shows traffic information on a feature-by-feature basis. Features are divided into call answer features and messaging features. Traffic Report Type Feature Daily Traffic Report
Feature Hourly Traffic Shows traffic information on a feature-by-feature basis. Features are Report divided into call answer features and messaging features. Load Daily Traffic Report Load Hourly Traffic Report Network Load Daily Traffic Report Network Load Hourly Traffic Report Remote Messages Daily Traffic Report Remote Messages Monthly Traffic Report Shows daily load traffic information for 1 to 32 days. Shows hourly load traffic information for up to 192 hours (8 days). Shows network channel traffic one day at a time for up to 32 days. Shows network channel traffic 1 hour at a time for up to 192 hours (8 days). Gathers up to 8 days of information about traffic load between a local messaging system and a specified remote messaging system. Gathers up to 13 months of information about traffic load between a local messaging system and a specified remote messaging system.
Student Notes
239
Traffic Reports (Continued)

The following table lists each traffic report and its purpose. Description Shows the outcalling traffic information (which includes outcalling, and message delivery) for any day during the most recent 32-day collection period. Shows the outcalling traffic information (which includes outcalling, and message delivery) for any hour during the most recent 192-hour (8day) period. Shows traffic information about a specific subscriber for any day within the most recent 8-day period. Shows traffic information about a specific subscriber for any month within the most recent 12-month period. Traffic Report Type Special Features Daily Traffic Report Special Features Hourly Traffic Report Subscriber Daily Traffic Report Subscriber Monthly Traffic Report
Traffic Snapshot Daily Shows all of the traffic data that occurred on your messaging system Report during a specific day. Traffic Snapshot Monthly Report Shows all of the traffic data that occurred on your messaging system during a month.
Student Notes
240
Activating Traffic Collection

You must tell the messaging system to start collecting traffic data before the system can format that data into a report. To activate traffic collection for the system and to define the prime time hours for collection: 1. Log in to the CMM Web page. Under Messaging Administration, select System Administration. The system displays the Administer System Attributes and Feature page. 2. Under Miscellaneous Parameters, enter values in the System Prime Time , Start:, and End: fields to indicate the "window" that will be used by the system to analyze and report prime-time traffic data. 3. Under Feature Activations, select Yes in the Traffic Collection? field to collect data during the time interval specified above. 4. Click Save .
Student Notes
241
Feature Daily Traffic Report

To run a Feature Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select the Feature in the Type field. 3. Select Cycle > Daily > Feature report, daily (mm/dd/yy) where mm/dd/yy is the starting date up to 7 days prior to the current date that you want as a starting point for the report. This report records two screens of traffic information for each day. 4. Click Get Report.
Student Notes
242
Feature Hourly Traffic Report

To run a Feature Hourly Traffic report: 1. Under Server Reports, select Measurements. 2. Select the Feature in the Type field. 3. Select Hour from the Cycle field. Where mm/dd/yy is the starting date up to seven days before the current date and hh is starting 24-hour time that is a starting point for the report. The date specification precedes an hour specification. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified. The report displays one screen of traffic information for each hour. 4. Click Get Report.
Student Notes
243
Load Daily Traffic Report

To run a Load Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select Load from the Type field. 3. Select Daily from the Cycle field, where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. 4. Click Get Report.
Student Notes
244
Load Hourly Traffic Report

To run a Load Hourly Traffic report: 1. Under Server Reports, select Measurements. 2. Select Load from the Type field. 3. Select Hourly from the Cycle field: Where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the starting 24-hour time up to 191 hours prior to the current hour that you want as a starting point for the report. The date specification precedes an hour specification. If you do not enter a date, the current hour of the current date is used. If you do not enter an hour, the report starts with the first hour of the date specified. 4. Click Get Report.
Student Notes
245
Network Load Daily Traffic Report

To run a Network Load Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select Network-Load from the Type field. 3. Select Daily from the Cycle field. Where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. If you do not enter a date, the current date is used. 4. Click Get Report.
Student Notes
246
Network Load Hourly Traffic Report

To run a Network Load Hourly Traffic report: 1. Under Server Reports, select Measurements. 2. Select Network-Load from the Type field. 3. Select Hourly from the Cycle field. Where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the 24-hour time up to 191 hours prior to the current hour, that you want as a starting point for the report. 4. Click Get Report.
Student Notes
247
Remote Messages Daily Traffic Report

To run a Remote Messages Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select Remote-Messages from the Type field. 3. Select Daily from the Cycle field. Where machine is the name of the remote messaging system for which you want information and mm/dd/yy is the starting date up to 7 days prior to the current date that you want as a starting point for the report. 4. Click Get Report. 5. Select the Remote Machine. 6. Click Get Report.
Student Notes
248
Remote Messages Hourly Traffic Report

To run a Remote Messages Hourly Traffic report: 1. Under Server Reports, select Measurements. 2. Select Remote-Messages from the Type field. 3. Select Cycle > Monthly Where machine is the name of the remote messaging system for which you want information and mm/dd/yy is the starting month up to 12 months prior to the current month that you want as a starting point for the report. 4. Click Get Report. 5. Select the Remote Machine. 6. Click Get Report.
Student Notes
249
Special Features Daily Traffic Report

To run a Special Features Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select Special-Features from the Type field. 3. Select Cycle > Daily Where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. 4. Click Get Report.
Student Notes
250
Special Features Hourly Traffic Report

To run a Special Features Hourly Traffic report: 1. Under Server Reports, select Measurements. 2. Select Special-Features from the Type field. 3. Select Cycle > Monthly Where mm/dd/yy is the starting date up to 7 days prior to the current date and hh is the 24-hour time up to 191 hours prior to the current hour that you want as a starting point for the report. 4. Click Get Report.
Student Notes
251
Subscriber Daily Traffic Report

To run a Subscriber Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select Subscriber from the Type field. 3. Select Cycle > Daily Where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. 4. Click Get Report.
Student Notes
252
Subscriber Daily Traffic Report (Continued)

5. Enter the extension of the subscriber. Where extension is the name or telephone extension of the administered messaging subscriber that you want a report for and mm/dd/yy is the starting date up to 7 days prior to the current date that you ant as a starting point for the report. 6. Click Get Report.
Student Notes
253
Subscriber Monthly Traffic Report

To run a Subscriber Monthly Traffic report: 1. Under Server Reports, select Measurements. 2. Select Subscriber from the Type field. 3. Select Cycle > Monthly Where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. 4. Click Get Report.
Student Notes
254
Subscriber Monthly Traffic Report (Continued)

5. Enter the extension of the subscriber. Where username/extension is the name or telephone extension of the administered messaging subscriber that you want a report for and mm/yy is the starting month up to 12 months prior to the current month that you want as a starting point for the report. 6. Click Get Report.
Student Notes
255
Traffic Snapshot-Daily Report

To run a Traffic Snapshot Daily Traffic report: 1. Under Server Reports, select Measurements. 2. Select Subscriber from the Type field. 3. Select Cycle > Daily Where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. 4. Click Get Report.
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Student Notes
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Traffic Snapshot-Daily Report (Continued)

5. Enter the extension of the subscriber. Where extension is the name or telephone extension of the administered messaging subscriber that you want a report for and mm/dd/yy is the starting date up to 7 days prior to the current date that you want as a starting point for the report. 6. Click Get Report.
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Student Notes
257
Traffic Snapshot-Monthly Report

To run a Traffic Snapshot Monthly Traffic report: 1. Under Server Reports, select Measurements. 2. Select Subscriber from the Type field. 3. Select Cycle > Monthly mm/dd/yy where mm/dd/yy is the starting date up to 31 days prior to the current date that you want as a starting point for the report. 4. Click Get Report.
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Student Notes
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Traffic Snapshot-Monthly Report (Continued)

5. Traffic-Snapshot, month mm/yy, connection type tcp/ip, fax Where connection type is the type of network connection and mm/yy is the month of the network traffic that you want to display. 6. Click Get Report.
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Student Notes
259
Summary
In this lesson, you learned how to: Describe the performance reports available to monitor system performance. Collect and analyze traffic reports.
Student Notes
260
Quiz
11. Which type of traffic report should you run to gather up to 8 days of information about the traffic load between a local messaging system and specified remote messaging system? a. b. c. d. Special Features Daily Traffic Report Network Load Daily Traffic Report Remote Messages Daily Traffic Report Subscriber Daily Traffic Report a
261

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Lesson 4: Installing System Software Updates
262
Lesson Objectives
In this lesson, you will learn how to: Update messaging software. Add optional languages. Remove software packages. Perform a lab exercise Install Software Updates.
Student Notes
263
Updating Messaging Software

Since Communication Manager is now implemented as a template on top of System Platform, there are two ways to perform software updates: through System Platform Web Console, or via System Management Interface (SMI). It is recommended to use System Platform patching procedure, as it allows to uniformly manage and keep track of updates for all virtual applications. CMM can also be updated via System Platform Web Console, as former Remote Field Updates (RFUs) for CMM are now bundled into single Service Packs (starting with R6.0.1). Service Packs are cumulative with all previously issued software updates (RFUs) included. However, certain CMM software updates, including additional language packs, can only be uploaded and implemented via SMI, as before. To download service packs, you will require access to Avaya Product Licensing and Delivery System (PLDS) at http://plds.avaya.com.
Student Notes
264
Registering for PLDS

1. Go to the Avaya Product Licensing and Delivery System (PLDS) Web site (https:// plds.avaya.com). You will be redirected to the Single sign-on (SSO) Web site. 2. Log in to SSO using SSO ID and Password. You will be redirected to the PLDS registration page.
265
Registering for PLDS (Continued)

3. If you are registering: o As an Avaya Partner, enter the Partner Link ID. If you do not know your Link ID, send an e-mail to prmadmin@avaya.com. o As a customer, enter one of the following: Company Sold-To Ship-To number License Authorization Code (LAC) 4. Click Submit. Avaya will send you the PLDS access confirmation within one business day.
266
Downloading Software in PLDS

1. Type http://plds.avaya.com in your Web browser to access the Avaya PLDS Web site. 2. Enter your Login ID and password to log on to the PLDS Web site. 3. Select Assets from the Home page and select View Downloads. 4. Search for the downloads available using one of the following methods: By Actual Download name By selecting an Application type from the drop-down list By Download type By clicking Search Downloads 5. Click the download icon from the appropriate download. 6. When the confirmation box displays, select Click to download your file now. 7. If you receive an error message, click on the message, install Active X, and continue with the download. 8. When the security warning displays, click Install. 9. When the installation is complete, PLDS displays the downloads again with a checkmark next to the downloads that have been completed successfully.
267
Uploading and Implementing CMM Service Pack via System Platform

To upload the Service Pack to System Platform: 1. Log on to the System Platform Web Console. Use the privileged administrator login and password. 2. Click Server Management > Patch Management > Download/Upload . 3. From the Choose Media list, select Local File System, to browse for the service pack on your PC. 4. From the Select Patches list, select the patch that you want to download. 5. Click Upload to start uploading. To install the Service Pack: 1. Click Server Management > Patch Management > Manage . 2. On the Patch List page, click on the patch ID link to see the details. 3. On the Patch Detail page, click Install.
268
Uploading Service Packs

Reminder. CMM is an application within CM software; therefore any CM service packs must also be implemented.
Student Notes
269
Implementing Service Packs

Click Install to install the service pack.
Student Notes
270
Viewing the Service Pack Status in CDOM

To view the service pack status in CDOM: Click Manage
Student Notes
271
Viewing the Service Pack Status in SM I

To view the Service Pack status in SMI: Click Administration/ Server (Maintenance) > Server > Software Version
Student Notes
272
Adding an Optional Language

Optional languages are any language other than English (us-eng or us-tdd). If optional languages will be used with this CMM, you can also download the appropriate language files from PLDS or Avaya Support Web site. To obtain an Communication Manager Messaging Language file: 1. On the Avaya Support Web site, click on Find Documentation and Downloads by Product Name 2. Under the letter "C", select CMM Messaging Application. 3. Click Downloads. 4. To download the CMM language package, select a particular Communication Manager Messaging application language. 5. Click Save and browse to the location on your laptop where you want to save the file.
273
Adding an Optional Language (contd.)

To upload and implement an additional language pack: 1. On the SMI page, click on Download Files under Miscellaneous. 2. Choose File(s) to download from the machine I'm using to connect to the server and browse your PC for the language file. 3. Click on Download. 4. After download process is complete, go to Administration->Messaging 5. Under Software Management choose Software Install. 6. Review the warning. Choose Continue without current system backup. 7. Select required language pack and click on Install selected packages, then Proceed with installation. 8. Enable installed language pack under Messaging Administration->System Administration->Announcement Sets->System.
274
Removing Service Pack in System Platform

To remove the CM Service Pack: 1. Login to the System Platform and select Server Management 2. Select Patch Management 3. Click Download/Upload and select the patch location from the Media field dropdown menu. 4. Remove option uninstalls the update, Remove Patch File option removes the file from the server.
Student Notes
275
Removing Service Pack in SM I

To remove a Service Pack in SMI: Click Administration/ Server (Maintenance) > Server > Manage Updates Deactivate option uninstalls the update, Remove option removes the file.
Student Notes
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Removing a CMM Update/Language Pack

Use the following steps to perform CMM update/language pack removal procedure: Go to the Software Removal page under Software Management. Click the boxes next to the packages you want to remove and click Submit. The system displays a confirmation that the package or packages will be removed. Click Proceed with removal. The system removes the software.
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Lab Exercise 8: Install and Update System Software

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #8 in your Lab Workbook. You need to update current system software by installing a CMM Service Pack. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let your instructor know when you have finished each step.
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Summary
In this lesson, you learned how to: Updating messaging software. Add optional languages. Remove software packages.
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Lesson 5: Security
280
Lesson Objectives
In this lesson, you will learn how to: Analyze the impacts of toll fraud. Prevent unauthorized system use. Prevent unauthorized use of mailboxes.
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Toll Fraud Overview

Toll fraud is the unauthorized use of a company's telecommunications service. It occurs when people misdirect their own telecommunications charges to another person or business. For messaging systems, toll fraud consists of using the system and messaging software to complete a toll call through a networked switch. There are several ways that unauthorized users might attempt to breach your system, including: o Unauthorized system use o Unauthorized mailbox use o Unauthorized use of outcalling call delivery
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Preventing Unauthorized System Use

To minimize the risk of unauthorized system use, follow the guidelines for the Password Aging feature. Provide additional protection for your system with Avaya's Access Security Gateway (ASG) option. The following aspects of password management affect the security of your system: o Password Standards: Passwords must comply with certain minimum standards. o Password Aging: Password aging ensures that administration passwords are changed at reasonable intervals by causing passwords to expire after a set period of time.
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Password Standards
There are certain minimum standards that passwords must follow. A password cannot: o Be the same number as the extension o Be all of the same digit (if more than one digit is entered). For example, 1111 is not allowed. o Be a string of consecutive numbers. For example, 12345 or 7654 are not allowed. To minimize the risk of unauthorized people using the messaging system, follow these guidelines for system administrator passwords. o Establish a new password as soon as the messaging system is installed. o Use from 6 to 11 alphanumeric characters. The password must include at least one numeric character and two alphabetic characters. o Never use obvious passwords, such as a telephone extension, room number, employee identification number, social security number, or easily guessed numeric or letter combinations. o Do not post, share, print, or write down passwords. o Do not put the password on a programmable function key. o Change the password at least once per month. You can administer your system to age the password and notify you that a new password is required.
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Access Security Gateway (ASG)

The ASG feature is an optional authentication interface that you can use to secure the privileged and non-privileged logins on the CM server. If the ASG interface is activated, the system issues a numerical challenge. In order for the user to access the CM server and messaging administration and maintenance features, the user must enter the correct numerical response. By activating the ASG feature, you can reduce the possibility of unauthorized remote access to the system. You administer ASG parameters to specify whether access to the system requires ASG authentication.
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Trusted Servers
A trusted server is a computer or a software application in a domain outside of messaging. A trusted server uses its own login and password to perform the following activities: o Launch a Message Core Application Programming Interface (MCAPI); formerly called Avaya INTUITY Messaging Applications Programming Interface (IMAPI), o Connect to a LAN session, o Access messaging mailboxes. The trusted server can do everything to a user mailbox that a messaging user can do. The two trusted server screens are Change MCAPI Password and Trusted-Server. o MCAPI: You must administer an MCAPI password for the trusted server to connect to messaging. The MCAPI password is another layer of security. It prevents an unauthorized source from starting an MCAPI session.
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Managing Trusted Server Passwords

To manage a Trusted Server password: 1. Select Administration/Messaging > Server Administration > Trusted Servers 2. Select a trusted server. 3. Click on Edit the Selected Trusted Server .
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Preventing Unauthorized Mailbox Use

When you administer the system and subscribers' mailboxes, perform the following mailbox administration tasks to prevent unauthorized use: To block break-in attempts, administer your system so that the allowed number of consecutive unsuccessful attempts to log in to a mailbox is low. Deactivate unassigned mailboxes. Do not create mailboxes before they are needed. Require passwords to be long. Never program passwords onto telephone auto dial buttons. If a subscriber receives any suspicious messages or tells you that her or h is personal greeting was changed, or if for any other reason you suspect that your messaging system is being used by someone else, contact Avaya Corporate Computer and Network Security.
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Preventing Unauthorized Mailbox Use (Continued)

Force subscribers to change the default password the first time they log in to the messaging system. Administer password aging on the Messaging/ Administration > System Administration> Administer System Attributes and Features screen. To minimize the risk of unauthorized access to messaging mailboxes, ensure that your subscribers follow these guidelines for messaging passwords: o Never use obvious or trivial passwords, such as a room number, employee identification number, social security number, or easily guessed numeric combinations. o Discourage the practice of writing down passwords, storing them, or sharing them with others.
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Common Security Practices

Using Internet Messaging and the Internet presents certain security issues. However, you can administer your system to minimize these risks. Disabling POP3 or IMAP4 Access: On the General Options and Settings page, if the POP3 client access enabled or IMAP4 client access enabled fields are set to Yes, hackers could determine a subscriber's login name and password, and then commit toll fraud through the subscriber's mailbox. o Use Internet Messaging only behind a corporate firewall and restrict external Internet access to the appropriate email client ports. o If your company is concerned with subscriber login security, consider the following alternatives: Disable the POP3 or IMAP4 interface by selecting No on the General Options and Settings page. Exclusively use email clients such as Qualcomm's Eudora client that support password encryption. Deploy secure socket layer (SSL) for POP3 or IMAP4 using an external SSL accelerator.
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Common Security Practices (Continued)

Viruses: Enact a policy to ensure that subscribers check incoming messages and files for viruses. o Another precaution, especially important if this is your company's first email deployment, is a system-wide virus scanning application. The applications scan all incoming mail for viruses and intercept infected mail and files before they get to the subscriber. Spoofing or Sending Email under a False Name: Internet email addresses are not validated for identity. As a result, the identity of the message sender is not guaranteed. o Warn your subscribers not to respond to messages from unverified sources, especially if the message contains requests for private information or any form of payment. o The name of the machine that delivered a message to the Internet Messaging server can be checked by reading the message's header information.
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Summary
In this module, you learned how to: Analyze the impacts of toll fraud. Prevent unauthorized messaging system use. Prevent unauthorized use of mailboxes.
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Quiz
12. A trusted server uses its own login and password to perform which of following activities? a. Launch a Message Core Application Programming Interface (MCAPI); formerly called Avaya INTUITY Messaging Applications Programming Interface (IMAPI), b. Connect to a LAN session. c. Access messaging mailboxes. d. All of the above. the
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Module Summary
In this module, you learned how to: Perform backups and restore Monitor system performance Install system software updates Describe preventative measures available to secure the CMM from toll fraud.
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Module 4: Communication Manager Messaging (CMM) Troubleshooting

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Lesson 1: Introduction
295
Introduction
In this module, you will be able to monitor alarms and events and use this information to analyze the system performance. You will also learn how to analyze Voice Equipment Diagnostics and discuss troubleshooting techniques.
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Lesson Objectives
After you complete this module, you will be able to: Monitor alarms and events. Analyze voice equipment diagnostics. Apply troubleshooting techniques to resolve messaging server and application issues.
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__________________________________
Lesson 2: Monitoring Alarms and Events
298
Lesson Objectives
In this lesson, you will learn how to: Identify alarms. Identify event categories. Describe how system event and alarm messages are used to monitor the performance of the messaging server. Demonstrate a lab exercise Interpret Alarms.
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Maintenance Interfaces (Continued)

Interface System Access Terminal (SAT) Connection Avaya Site Administration through the network or dedicated port on server Description The SAT interface allows you to use sorting and filtering capabilities to narrow your search of the logs. SAT is the main Communication Manager interface from which you can launch an: Event report: logs and explains specific events that occur during call processing. Often, these are not problems that require immediate action, but are informational. Alarm report: the main source for Communication Manager alarms, which include out-of-range temperature or voltage values, broken or fluctuating connections, defective hardware, etc. Recommended for most maintenance-related functions and information. The report is divided into two main sections: Communication Manager alarms Server alarms
Maintenance Web Network through Pages servers IP address
Command Line Interface (CLI)
Through the network or Recommended only when the Maintenance Web dedicated port on pages or the SAT are not accessible. This is to use server the Linux Command Line within Linux
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Alarms
An alarm indicates a hardware, software, or environmental problem that could affect the operation of the messaging system. Errors found by the system are recorded in the maintenance log. The messaging system then attempts to diagnose and isolate those problems and can send an alarm to the alarm log if it cannot correct the error automatically. The system also sends alarms to the Communication Manager server alarm log. The messaging alarm log contains two types of entries: Active alarms: This alarm indicates a current problem in the system. Resolved alarms: This indicates that alarms have been corrected either automatically or through a repair procedure.
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System Platform Alarms

System Platform uses a combination of IPMI (Intelligent Platform Management Interface) and RAID tools to monitor server hardware health. System Platform periodically uses IPMI to query sensor data, and generates an alarm for each sensor that is in critical range. The set of sensors varies by server type. System Platform also monitors chassis status. If an alarm is generated, the text provided in the alarm provides a description of the sensor found to be in critical range or of the chassis fault.
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System Platform Alarms (Continued)

The following table illustrates typical alarm texts that are generated for sensor and chassis-type alarms: Alarm Type Sensor Alarm Text Detected non-ok component in Sensor Data Repository (SDR): component=<component>, id=<id>, type=<type>, sensor reading=<reading>, status=<status> <component> is unique by server type (refer to information on monitored sensors for each server type). Example: Detected non-ok component in Sensor Data Repository (SDR): component=Planar 3.3V (0x16), id=7.1 (System Board), type=Voltage, sensor reading=3.294 (+1- 0) Volts, status=Lower Critical Detected chassis status fault = <fault>, state=<state> <fault>is listed under Monitored chassis status for each server type. Example: Detected chassis status fault = Cooling/Fan Fault, state = true
Chassis
For a sensor alarm type, the information provided in the alarm string is essentially the same information provided by IPMI. RAID tools constantly monitor RAID health and alarm when a problem is detected. The RAID monitoring tools differ by server type.
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Alarm Levels
Three alarm levels indicate the severity of an alarm: Major alarms Failures that cause critical degradation of service. o These alarms require immediate attention. o Major alarms are repairable by technicians. Minor alarms Failures that cause some degradation of service, but do not render a crucial portion of the system inoperable. o A minor alarm typically affects a few trunks or stations or a single feature. o Minor alarms require attention, but the consequences are not immediate. o Minor alarms are repairable by technicians. Warning alarms Failures that cause no significant degradation of service or failures in equipment. o Warning alarms are repairable by the customer.
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Viewing Alarms
To view current alarms against the messaging software: Log in to the SMI and click Server (Maintenance)>Current Alarms. The View Current Alarms screen appears. Check if any alarms are present under the Messaging Alarms heading.
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Alarms Field Description
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Checking the Alarm Log

The alarm log contains descriptions of all significant problems detected by the system. The alarm log contains active alarms and resolved alarms (that is, alarms that were corrected either automatically or by repair procedures). To view the alarm log: 1. Go to the Alarm Log page, in the Alarm Type field, select active or resolved. 2. If you want to display a specific alarm level, select yes in the corresponding alarm level field: Major, Minor, and/or Warning. 3. If you want to display alarms for a date other than the current date, enter that date (in the format mm/dd/yy), in the Start Date field. 4. If you want to display alarms for a specific time period going forward, select the beginning time (in the format hh/mm), in the Time field. 5. Select VM in the Application field to specify FAX Messaging alarms. 6. If you want to select specific alarms, select the resource type, the location, and/or the alarm code. 7. Click Display to display the alarms and examine the displayed events.
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Alarms Log Field Description
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Interpreting System Alarms to Monitor Performance

# 1. Alarm Type Description AS (Access The AS application generates this alarm to indicate a problem with the Security Gateway) Access Security Gateway (ASG) Alarm MT (Maintenance) The following alarms are generated by the MT application and indicate Alarms a problem with the maintenance system: ALARM_ORIG 0 ALARM_ORIG 1 BACKUP 1 BACKUP 2 DISK 0 FS 0 REBOOT 1 RESTORE 1 SOFTWARE 34 UNIX 0 UNIX 2 UNIX 3 UNIX 4 UNIX 5 JNIX 6 UNIX 7
2.
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Interpreting System Alarms to Monitor Performance (Continued)

# Alarm Type Description 3. SM (Station The following alarms are generated by the SM application and indicate Manager) Alarms a problem with the station manager: SOFTWARE 4 SOFTWARE 11 SOFTWARE 12 SOFTWARE 13 4. SW (Switch The following alarms are generated by the SW application and indicate Integration) Alarms a problem with the switch integration: OVERLAN 1 OVERLAN 2 OVERLAN 3 OVERLAN 4 OVERLAN 5 OVERLAN 6 OVERLAN 7 OVERLAN 8 OVERLAN 9 OVERLAN 10 OVERLAN 11 OVERLAN 12 OVERLAN 13 OVERLAN 14 OVERLAN 15 SWIN 0 SWIN 1 SWIN_IF 0 SWINDIP 1 SWINDIP 2 SWINSERIAL 1 WRITER 1
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# Alarm Type Description The alarms on this page are generated by the VM application and indicate a problem with the voice messaging system. The VM alarms are organized as follows: VM Alarms (excluding SOFTWARE alarms) VM SOFTWARE Alarms 5. VM (Voice Messaging) Alarms
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# Alarm Type Description 6. VP (Voice The following alarms are generated by the VP application and indicate Patforms) Alarms a problem with the voice platform: CGEN 2 CGEN 34 CGEN 3 CGEN 37 CGEN 4 CGEN 38 CGEN 5 CGEN 39 CGEN 6 CHRIN 1 MTC 13 SF_VXMDI 2 SF_VXMDI 3 SF_VXMDI 4 SF_VXMDI 5 VOICE_PORT 2 VROP 2 VROP 4 VROP 5 VROP 6
CGEN 7 CPUPERF 2 SOFTWARE 4 VROP 7 CGEN 8 CPUPERF 4 SOFTWARE 15 VROP 8 CGEN 11 CRON 2 CGEN 12 DSKMG 1 CGEN 17 DSKMG 2 CGEN 18 INIT 1 CGEN 21 INIT 5 CGEN 22 INIT 6 CGEN 25 MTC 1 CGEN 27 MTC 7 CGEN 28 MTC_9 CGEN 31 MTC 10 SPEECH_FS 1 VROP 10 THR 2 THR 3 THR 4 UNIX 3 UNIX 4 UNIX 5 UNIX 6 VOICE_PORT 1 VROP 11 VROP 12 VROP 14 VROP 15 VROP 18 VROP 19 VROP 20
VCHKOANM 2 VROP 22
For example, VP CGEN 28 is a call to a third-party API failed. The repair procedure involves: o Stopping the messaging software (voice system). o Starting the messaging software (voice system). o If the alarm remains active, contact your remote support center.
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Interpreting AS Alarms
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Interpreting MT Alarms
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Interpreting SM Alarms
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Interpreting SW Alarms
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Interpreting VM Alarms
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Interpreting VP Alarms
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Lab Exercise 9: Interpreting Alarms

1. Go to the virtual lab. 2. Locate your Lab Workbook. 3. Go to Exercise #9 in your Lab Workbook. This is a demonstration lab exercise. 4. You will learn how to interpret alarms.
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Logs
The system uses a series of logs as the central collection point for information flowing from all of the messaging features and feature packages. These logs provide a systemwide view of activities, errors, and alarms. The logs vary based on audience (login type) and information type. There are four types of logs: Log Type Description Activity log Administrators log Records a list of messaging mailbox-related events (for example, logins and message creation, receipt, and deletion). This log is useful for responding to subscriber-reported problems. Records informational message that could require some action by the messaging system administrator. These messages might simply log a successful nightly backup, or they could alert the system administrator that the system is low on disk space. Records major, minor, and warning alarms generated by the system. The customer is responsible for resolving all warning alarms. Records error occurrences, error resolutions, and informational events that can help Professional Services troubleshoot an alarm.
Alarm log Maintenance log
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Events
An event is an informational message about system activities that indicate routine conditions or conditions that can lead to an alarm. For example, an event is logged when the system is rebooted. To view an event from an Administrator's Log: 1. Log on to CMM Web page. 2. Under Administration / Messaging>Logs, select Administrator. The system displays the Administrator's Log page. 3. In the Start Date field, enter the start date. Then, select ALL from the Application drop-down list. 4. Click Display.
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Administrator's Log Field Description

Field Name Date Time App Description / Procedure The dates that the alarms were logged. The times on the given dates that the administration alarms were logged. The two-character application code for the administrators log entry: (blank) All applications AS = Access Security Gateway MT = Maintenance SM = Station Manager SW = Switch Integration VM = Messaging VP = Voice Platform The code for the administration event type. The number of times that the associated message was sent to the administrators log within 1 minute. A textual description of the administration event. Two lines are used for each event.
Event ID: Cnt Message
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Viewing Events from Maintenance Log

To view an event from the Maintenance Log: 1. Log on to CMM Web page. 2. Under Administration / Messaging>Logs , select Maintenance. The system displays the Maintenance Log page. 3. In the Event? drop-down, select yes 4. Select Start Date and Application ALL 5. Click Display.
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Maintenance Log Field Description

Field Name Errors?: Resolution?: Events?: Start Date: Valid Input Yes or No Yes or No Yes or No A calendar in the format mm/dd/yy Description / Procedure Select Yes if you want to display log enters with the event type ERR. Select Yes if you want to display log entries with the event type RES. Select Yes if you want to display log enters with the event type EVN. Enter two numeric characters in the month, day, and year fields. This displays the log for the specified date and beyond. You cannot specify dates before 1970 or after 2037. The year field requires 2 characters. The numbers 00 - 37 represents the years 2000 - 2037, and numbers 70 - 99 represents the years 1970 - 1999. This displays the logs for the specified tine going forward. If no time is specified, the time starts from the beginning of the day, indicated as 00:00:00, for the specified date. If only the time is specified, the start date is the current day. The two-character application code for the administration log entry: (blank) Al applications AS= Access Security Gateway MT = Maintenance SM= Station Manager SW= Switch Integration VM = Messaging VP = Voice Platform
Time:
A 24-hour clock time in the format hh:mm Blank AS, MT, SM, SW, VM, or VP
Application:
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Maintenance Log Field Description (Continued)

Field Name Event ID: Problem Resource Type: Description / Procedure Enter an Event ID, which is a code that identifies the condition reported. Only those log entries with the specified Event ID are displayed.
Enter the problem resource type. This identifies the logical resource type or system component reported. Only log entries with the specified problem resource type are displayed. Reporting Resource Enter the reporting resource type. This identifies the logical resource type of the resource that discovers and detects the problem. Only log entries Type: with the specified reporting resource type are displayed. Reporting Resource Enter the reporting resource source. This is a unique value that is used to identify the specific line of code reporting the condition. Only log entries Source: with the specified reporting resource source are displayed. Search String: Enter a text string. On log entries that contain the specified text entries are displayed.
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Interpreting System Events to Monitor Performance

# 1. Event Type AS (Access Security Gateway) Events MT (Maintenance) Events Description The following events are generated by the AS application and indicate a problem with the Access Security Gateway (ASG): ASG002 ASG004 The following events are generated by the MT application and indicate a maintenance problem: BKRST001 BKRST015 BKRST008 BKRST009 3. SM (Station Manager) Events BKRST024 BKRST025 BKRST029 The following events are generated by the SM application and indicate a problem with the station manager: SM 101 SM 106 SM 102 SM 103 SM 104 SM 105 SM 107 SM 108 SM 201
2.
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Interpreting System Events to Monitor Performance (Continued)

# 4. Event Type SW (Switch Integration) Events Description The following events are generated by the SW application and indicate a problem with the switch inteqration: IB120 IB140 IB150 IF140 IF150 OVL080 OVL090 OVL150 OVL220 OVL230 OVL250 OVL260 OVL270 OVL280 OVL300 SA100 SA110 SE160 SE170 SW100 SW110 SW120 SW130 SW150 SW180 SW190 SW210 SW220 SX100 SX110 SX120 SX140 SX170 TY120 TY130 TY150 TY170
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# 5 Event Type VM (Voice Messaging) Events Description The events on this page are generated by the VM application and indicate a problem with the voice messaging system. The VM events are organized as follows: AUDIX_FS0004 RPCTEST000 SOFTWARE0006 SOFTWARE0200 SOFTWARE0202 SOFTWARE0206 VM_PT0000 VM_PT0001 VM_PT0006
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# 6. Event Type VP (Voice Platforms) Events Description The following alarms are generated by the VP application and indicate a problem with the voice platform: ADMIN001 CGEN001 CGEN020 CGEN023 CGEN024 CGEN026 CGEN036 CIOX001 CIOX002 CPU_DAT APEG CRON001 FAX001 FAX002 FAX004 FAX005 ICK001 ICK002 ICK003 ICK004 ICK005 ICK006 ICK007 ICK008 ICK009 ICK010 ICK011 INIT002 INIT003 INIT004 INIT008 KERNEL_M EMPEG M_CGEN02 4 MTC002 MTC003 MTC005 MTC008 MTC011 MTC012 PAGE_SCA NSPEG SPDM008 THR001 TRIP002 UNIX001 UNIX002 VCHK001 VROP00 1 VROP01 3 VROP01 6 VROP01 7 VROP02 1 VROP02 3 WIO_DA TAPEG
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Interpreting AS Events
330
Interpreting MT Events
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Interpreting SM Events
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Interpreting SW Events
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Interpreting VM Events
Event Type: VM AUDIX_FS0004
The VM application generates the event to indicate a problem with the voice messaging system.
Description:
Voice messaging files were corrupted. Subscribers cannot send or receive messages. Subscribers might be hearing "System experiencing difficulties." This event might occur if the system crashed or if messaging was not shut down correctly.
Repair Procedure:
1. Stop the messaging software (voice system). 2. Start the messaging software (voice system) to synchronize the voice platform and the messaging application. 3. Verify that users can create and retrieve messages. If users cannot create and retrieve messages, contact your remote support center.
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Interpreting VP Events
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Summary
In this lesson, you learned how to: Identify alarms. Identify event categories. Describe how system event and alarm messages are used to monitor the performance of the messaging server.
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Quiz
13. Which interface allows you to use sorting and filtering capabilities to narrow your search of the logs? a. System Access Terminal (SAT) b. Maintenance Web Pages c. Command Line Interface (CLI)
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Quiz
14. Which alarm indicates a problem with the voice messaging system? a. AS alarms b. MT alarms c. SM alarms d. VM alarms e. VP alarms
338
Quiz
15. Which event indicates a problem with the switch integration? a. AS events b. MT events c. SM events d. SW events e. VP events
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Lesson 3: Voice Equipment Diagnostics
340
Lesson Objectives
In this lesson, you will learn how to: Diagnose voice equipment. Manage voice channels. Analyze database audits. Analyze diagnostics menu options.
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Diagnosing the Voice Equipment

To diagnose voice channels or cards: 1. Go to the Diagnose Equipment page.
Note
Do not diagnose all of the analog-line interface cards or channels at once. This kind of diagnosis can leave no channels available on the system to accept incoming calls.
2. Click Diagnose . 3. Depending on the equipment selected, diagnosis can take several minutes. The System displays the Voice Board Diagnostics results page as the system performs the diagnosis. 4. You need to busy out the voice equipment before diagnosing it. You cannot diagnose when it is inserv.
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Fields on the Diagnose the Voice Equipment Page

Field Name Description/Procedure
Equipment to diagnose Displays the equipment to diagnose as Card. Equipment Number Specifies the number of the card. Immediate diagnosis takes specified channels out of service immediately even if a call is in progress. Select NO to wait until all specified channels are idle before beginning the diagnosis.
Note Immediate Diagnosis? Selecting YES in the Immediate Diagnosis? Field disconnects calls in progress. Do not select YES unless call traffic is extremely low. Diagnosing voice cards only when they are free of calls can take longer, but no calls are disconnected.
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Fields on the Display Voice Equipment Page

To display the status of the voice equipment: Go to the Display Voice Equipment page. The fields in the Display Voice Data Equipment are described in the table. Field Name Card Port Channel Description/Procedure Identifies the circuit card on which the channel resides. For communication Manager Messaging, this number is always 8. The virtual port number, 0 through 7. The virtual channel number, 0 through 7. The current status of the channel, as follows: In-service (INSERV) the normal state Facility-out-of-service (FOOS) Manually-out-of-service (MANOOS) Hardware-out-of-service (HWOOS) broken diagnostics did not pass on the card and it may have to be replaced The time and date of the last change in state of the channel. The associated service name or a DNIS designation indication. The switch extensions that correspond to the channel. Not applicable. The equipment options (talk or TDM). The type of voice card being used. Depending on integration type, it will read Type: VH323 or VSIP.
State
Time Service Phone Group Opts Type
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Busying Out Voice Channels

Busying out the voice channels takes all channels out of service. Calls are not forwarded to out of service channels. You can also busy out one or more individual channels.
Note
Do not busy out all voice channels at once. Busying out all of the channels at once can leave no channels available on the system to accept incoming calls.
To busy out voice channels: 1. Go to Voice Equipment Diagnostics>Busy 2. When the state change is complete, the system displays the Busyout of Voice Equipment results page .
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Fields on the Busying Out Voice Channels Page

Field Name New State Equipment Description/Procedure Specifies the state of the equipment. This field is always manoos. This field is always Channel. Specifies the number of the channel. Enter a valid number or range or all. You can enter channel numbers in several forms: A single number (for example, 1) A range of numbers (for example, 0-2) A list of single numbers (for example, 0, 1, 2) A list of single numbers and ranges (for example, 0, 1-2) Select YES to change the state immediately, even if the channel is busy, or NO to change the state when the channel becomes idle. Caution: Selecting YES in the Change Immediately? Field disconnects calls in progress. Do not select YES unless call traffic is extremely low. If you select NO, the voice cards or channels busy out when they are free of calls. Busying out voice cards and channels only when they are free of calls can take longer, but calls are not disconnected.
Equipment Number
Change Immediately?
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Releasing Voice Channels

Releasing the voice channels places all channels in service. The in service channels can accept and process calls. You can also release one or more individual channels. To release voice channels: 1. Go to Voice Equipment Diagnostics> Release. 2. After the channels are released, the state of the equipment is changed to inserv .
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Fields on the Release Voice Equipment Page

Field Name New State Equipment Description/Procedure Specifies the state of the equipment. This field is always inserv . This field is always Channel. Specifies the number of the channel. Enter a valid number or range or all. You can enter channel numbers in several forms: A single number (for example, 1) A range of numbers (for example, 0-2) A list of single numbers (for example, 0, 1, 2) A list of single numbers and ranges (for example, 0, 1-2)
Equipment Number
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Lab Exercise 10: Release Voice Channels

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #10 in your Lab Workbook. The system is not accepting incoming calls because the voice channels are busy. You need to release a voice channel. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let your instructor know when you have finished each step.
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Voice Messaging Database Audits

During normal operation, the messaging databases work independently under the direction of a set of software managers. These managers, in tandem with hardware and firmware managers, allow the files, databases, and system hardware to work together. Because databases are handled separately, it is possible for different databases to contain conflicting information. For example: o Mailbox Issue : If a subscriber is removed from the messaging system, other databases may contain messages addressed to that subscriber. o Mailing List Issue : Mailing lists that include the deleted subscriber's name could still exist. To reconcile possible conflicts among databases, software programs called audits run automatically to check for inconsistencies. Audits can also be run on demand by you.
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Voice Messaging Database Audit Types

Audit Mailboxes Function Checks and deletes new, old, and unopened messages that exceed maximum retention time Clears new, old, and unopened broadcast-deleted messages from subscriber mailboxes Verifies that the Messaging MWL status matches with the switchs MWL status for each subscriber Checks for valid mailbox structure Makes space-accounting corrections on a persubscriber and system basis Checks for valid message subscriber IDs Mailing Lists Counts subscriber lists and entries on a system and per-subscriber basis to ensure that they are not exceeding internal limits Removes deleted subscribers from lists Removes deleted remote subscribers from local mailing lists Audits delivery manager queues and makes undeliverable entries for deleted subscribers Frequency Daily Daily Daily Weekly Daily Weekly Weekly Daily Daily Daily
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Voice Messaging Database Audit Types (Continued)

Audit Names Function Matches each voice name with a valid local or remote subscriber Logs messages in the administrators log for the first 20 local subscribers who do not have voiced names Network Data Deletes subscribers on remote nodes that have been eliminated from the network Compares internal network files to synchronize information on nodes and subscribers, for example, which node each subscriber belongs to Personal Directories Removes deleted subscribers (local and remote) from local subscribers personal directories Frequency Weekly Weekly Weekly
Weekly
Daily
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Voice Messaging Database Audit Types (Continued)

Audit Subscriber Data Function Checks delivery lists associated with current outgoing messages Validates fields in class of service templates, subscriber profiles, and automated attendant profiles Counts subscribers to ensure that the number of subscribers is not exceeding internal limits Checks the system guest password against individual subscriber passwords and makes appropriate entries in the administration log Checks subscriber profiles against class of service templates and changes subscribers to class of service Frequency Daily Weekly Weekly Weekly Weekly
Deletes remote unverified subscribers who have not been Daily on delivery lists in the last 24 hours Deletes remotes subscribers with no valid nodes Weekly Deletes unadministered remote subscribers who have not Daily used the system for a specified time period Cross-checks name, extension, touchtone, subscriber directory, and remote node list translations files for consistency with subscriber profiles Weekly
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Performing a Voice Messaging Database Audit

To audit a voice messaging database: 1. Log in to the CMM Web page. 2. Under Utilities, select Messaging DB Audits. The system displays the Audits page.
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Performing a Voice Messaging Database Audit (Continued)

3. Click the appropriate link for a particular audit. To Audit View Audit History Mailboxes Mailing lists Names Network data Click History Start mailboxes Audio (Mailboxes, Mailbox Data) Start Mailing Lists Audio (Mail Lists, Delivery Data) Start Voice Names Audit (Voice Names) Start Network Data Audit (Machine Translations, Network Translations, Network Data) Note This audit is available only if the system has Digital Networking. Start Personal Directory Data (Personal Directories) Start Subscriber Data Audit (Subscriber, Delivery Data) Start Subscriber Data Audit (Subscribers, Delivery Data) Start Weekly Audit (Weekly, Delivery Data, Network Data, Mailbox Data)
Personal directories Subscriber data Nightly Audit Weekly Audit
The system displays the audit name and Result code, which indicate that the audit is running. The system also displays the results in stages depending on how that feature has been designed.
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Performing a Voice Messaging Database Audit (Continued)

4. Wait for the audit to finish or take one of the following steps: Click Abort to partially stop the audit and exit the page. Click Back to go to the Audits page. 5. If the audit fails: a. Resolve any active alarms and rerun the audit. b. If the audit fails again, contact the remote service center. c. If the system is not providing service and the remote service center cannot help immediately, reboot the system.
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Diagnostic Menu Options

Alarm origination: Raises a test alarm which will be sent to INADS via whatever alarming mechanism (INADS line, SNMP etc) is administered. If the alarm is successfully received, the test alarm is retired (it will be retired in thirty minutes in any event) and the 'Last Time Alarm Received' field on the product's Maestro record is updated with the date the test was run. Network Connectivity: Verifies that network connectivity exists between the CMM and whatever remote network machine is selected. The test result (Connection Success or Connection Failure) will be immediately displayed. Network Connection: TEST: CONNECT MACHINE: abullmn RESULT: CONNECTION SUCCESS
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Diagnostic Menu Options (Continued)

SMTP Test: Tests SMTP (Simple Mail Transfer Protocol) connectivity between the CMM and a remote system that uses SMTP. This will typically be the Internet Messaging Mail Gateway or other e-mail type server. Test results are immediately displayed. Test Results: ipcpen `mx!135.9.82.3!25` mx_connect: no MX hosts, trying tcp! 135.9.82.3!25 Numeric address: 135.9.82.3520987 ipcgetsyserr: errno=111, mess=Connection refused can't connect can't connect: Connection refused Trying 135.9.82.3opening connection to mx!135.9.82.3!25 POP3 test: Like the SMTP test except using the POP3 protocol (POP stands for Post Office Protocol) Test Results: ipcopen `tcp!bushnell-icc.dr.avaya.com!110` Trying address 135.9.132.22 Trying bushnell-icc.dr.avaya.com... Opening connection to tcp!bushnell-icc.dr.avaya.com!110 ---> +OK bushnell-icc POP3 Server ready. <139305360.1303244472@bushnellicc.dr.avaya.com <--- QUIT---> +OK bushnell-icc POP3 Server shutdown.
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IMAP4 Test: Tests IMAP4 connectivity similar to tests for SMTP and POP3 Test Results: ipcopen `tcp!bushnell-icc.dr.avaya.com!110` Trying address 135.9.132.66 Trying bushnell-icc.dr.avaya.com... Opening connection to tcp!bushnell-icc.dr.avaya.conm!143 --->* OK bushnell-icc IMPA4 server ready <--- a CAPABILITY--->* CAPABILITY IMAP4rev1 AUTH=CRAM-MD5 UIDPLUS QUOTA IDLE UNSELECT STARTTLS X-MSG-TYPES XClientCapability XSendUnsolicitedResponses XSearch-Time XAVExtendedStatus=INBOX(MESSAGES,RECENT,UIDNEXT,UIDVALIDITY,UNSEEN,DELETED,D SN NEWVOICE,NEWFAX, NEWMAIL,NE---> DSN,OLD,OLDVOICE,OLDFAX,OLDEMAIL,OLDDSN,DELETEDVOICE,DELETEDFAX,DELET E DEMAIL,DELETEDDSN,NEWBCAST,NEWBCASTVOICE,NEWBCASTFAX,NEWBCASTEMAI L, NEWBCASTDSN,NEWFLAGGED,NEWFLAGGEDVOICE,NEWFLAGGEDFAX,NEWFLAGGED E MAIL,NEWFLAGGEDDSN,NEWBCASTFLAGGED,NEWBCASTFLAGGEDVOI---> E,NEWBCASTFLAGGEDFAX,NEWBCASTFLAGGEDEMAIL,NEWBCASTFLAGGEDDSN);(ME S SAGES,RECENT,UIDNEXT,UIDVALIDITY,UNSEEN,DELETED)---> a OK Completed <--- a LOGOUT---> * BYE LOGOUT received---> a OK Completed
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Mail Delivery: Sends a test email message from a CMM mailbox to a recipient which can be another CMM subscriber or another valid e-mail address. This tests the proper functioning of Internet Messaging. Ping Another Server: Conducts a ping test from the CMM to another host. This tests for the presence and proper administration of the TCP/IP settings and the default gateway address. IP Address : 135.9.82.3 Send & Receive Packets To & From Information : PING 135.9.82.3 (135.9.82.3) 56(84) bytes of data. 64 bytes from 135.9.82.3: icmp_seq=0 ttl=63 time=0.578 ms 64 bytes from 135.9.82.3: icmp_seq=1 ttl=63 time=1.43 ms 64 bytes from 135.9.82.3: icmp_seq=2 ttl=63 time=1.05 ms 64 bytes from 135.9.82.3: icmp_seq=3 ttl=63 time=1.41 ms 64 bytes from 135.9.82.3: icmp_seq=4 ttl=63 time=1.33 ms 64 bytes from 135.9.82.3: icmp_seq=5 ttl=63 time=1.46 ms 64 bytes from 135.9.82.3: icmp_seq=6 ttl=63 time=1.36 ms 64 bytes from 135.9.82.3: icmp_seq=7 ttl=63 time=1.50 ms 64 bytes from 135.9.82.3: icmp_seq=8 ttl=63 time=1.56 ms 64 bytes from 135.9.82.3: icmp_seq=9 ttl=63 time=1.47 ms --- 135.9.82.3 ping statistics ---10 packets transmitted, 10 received, 0% packet loss, time 9035ms rtt min/avg/max/mdev = 0.578/1.318/1.562/0.281 ms, pipe 2
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Name Server Lookup: Tests for the presence & proper administration of a DNS server accessible from the CMM. A successful test should return an IP address for the host name entered into the address box (or host name if an IP address was entered). Name Server Lookup test: Name Server Lookup Results o A Record Lookup: Using domain server:Name: 135.9.1.2Address: 135.9.1.2#53 Aliases: microsoft.com has address 207.46.232.182microsoft.com has address 207.46.197.32 Test Outgoing Call Sequences: Used to test outcalling to a given number using a predefined dial sequence. The dial sequence (administered on the Messaging Administration menu) consists of an outgoing phone number, pauses (1 to 3 seconds), and an option account code (some customers use account codes to track outgoing calls for billing or other purposes).
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Summary
In this lesson, you learned how to: Diagnose voice equipment. Manage voice channels. Analyze database audits. Analyze diagnostics menu options.
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Quiz
16. Which voice messaging database audit type counts subscribers to ensure that the number of subscribers is not exceeding internal limits? a. Subscriber Data b. Names Audit c. Network Data d. Personal Directories
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Lesson 4: Troubleshooting Exercises
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Lesson Objectives
In this lesson, you will learn how to: Identify and resolve messaging problems. Perform a lab exercise Resolve Fax Issues.
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Troubleshooting Top Ten Messaging Issues

Problem Scenario 1: VP Alarms Out of Service Ports Due to out of service ports, cannot retrieve some resources from CM to CMM. Additional Information: Minor alarms is less than 25 percent Major alarms is 50 percent or more. Analysis: The system generates an auto alarm. Alarms can be resolved remotely. To check the status: When more than 25 percent of the ports are out of service, then this alarm is triggered. creating a problem on the system. Check the status of voice port, trunk group, hunt group. Resolution: Release voice channels. Release trunkgroup. Release hunt-group. Restart messaging system.
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Troubleshooting Top Ten Messaging Issues (Continued)

Problem Scenario 2: Database Corruption The database is corrupted. Additional Information: A database contains all user information , such as mailboxes, greetings. A corrupted database can cause loss of data. Analysis: Check for improper shut down. Also, check if major part of the database is corrupted, your voice mail system will not be able to answer the calls. Resolution: Run audits to check why the database is corrupted, then re-start the system. If not, contact Avaya support to re-initialize the database and restore it from the backup.
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Problem Scenario 3: Internet Messaging Internet messaging is not working on the CMM. Additional Information: Internet messaging provides access to the mailboxes through the email client, such as Microsoft Outlook. It's also used to send messages to any valid e-mail address. Analysis: Check the firewall network if the Internet messaging is not configured properly. Users might not be configured for Internet messaging. Trusted servers might not be administered properly. Resolution: Verify the IIM administration. Firewall: On the customer network firewall, check the ports that need to be allowed on the firewall. Trusted servers: are automatically configured. So don't change or touch the settings.
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Problem Scenario 4: Deprecated Logins Administrators are not able to login using the 'sa' or 'vm' login. Analysis: The 'sa' and 'vm' login profiles no longer exist on Communication Manager Messaging. Customer login is not at profile 19. Resolution: When you log in for the first time after installing the template, you need to use the craft or sroot login. Create customized logins using profile 18 and 19 instead of using sa and vm logins.
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Problem Scenario 5: Fax Issues Users are not able to send or receive fax messages. Additional Information: In the Fax Creation field, 'n' indicates that you do not want subscribers to have fax capability. Analysis: Check the system parameters; whether fax age, administration is done correctly. Check the fax length limit on the mailbox storage space. Resolution: Check the COS Permission, Fax Creation option.
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Problem Scenario 6: Service Packs Applying service packs Additional Information: Before 6.0, all service packs that were there were only installable by Avaya support. Analysis: CMM 6.0 and later, the service pack is customer installable. Resolution: A user can download the service pack from PLDS and install the service pack from system platform CDOM.
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Problem Scenario 7: Change of procr IP Address Procr IP address was changed, but it doesn't get reflected on the switch link administration page. Analysis: The IP address is not changed in the switch link admin page. CMM is out of service or still reflects the old IP address. Resolution: Go to switch link administration and use the correct IP address.
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Problem Scenario 8: Migration and Upgrades A user migrated to a new system, but the messaging doesn't start. Analysis: This is probably due to migration from older Intuity releases to CMM. Check if the database might be corrupted Resolution: As per the latest migration documentation, the system should be at the latest service pack.
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Problem Scenario 9: Restoring CMM Restoring a CMM backup fails. Additional Information: A backup can be used to restore a failed system. But there are no indicators to notify that a system corruption has started on the backup. If a CMM system cannot be restored from a backup, then the backup itself is corrupted. Analysis: If the backup was not taken properly, the restore will fail. Check the logs to identify the failure. Resolution: Re-initialize the data from a backup. If the backup itself is corrupted, configure the messaging system from scratch. Avaya support is required for this.
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Problem Scenario 10: Message Waiting Indicator (MWI) MWI is not working. Additional Information: Platform User Interface is a database where information is mentioned about a user, mailbox number, which CM number they belong to. If a new message is left for a user, it checks in the station manager database. According to that extension number, it goes and saves a light for that user. Analysis: Sometimes, the information does not get updated for that user, and MWI doesn't work for users. This can happen if the station number has changed. Check the Trace to see whether CMM is sending the MWI updates. Resolution: The Administrator can run the Platform User Database audit. This audit will validate the data for all user. If running the audit does not help, then contact Avaya support to get the Platform User Database rebuild on the system.
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Problem Scenario 11: Distribution Lists A user is not able to receive voice messages sent from the distribution mailing list. Analysis: The user's mailbox must be full. If it is full, either delete the unwanted messages or increase the mailbox size. Resolution: Check the activity log or run the list measurement on the user's mailbox. Use the Subscriber Daily Traffic Report. Check if the user is a member of this enhanced list.
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Lab Exercise 11: Allowing Incoming Fax Messages

1. 2. 3. 4. Go to the virtual lab. Locate your Lab Workbook. Go to Exercise #11 in your Lab Workbook. A subscriber is not able to receive fax messages. You need to allow incoming fax messages. 5. Follow the directions in the Lab Workbook and let your instructor know after you finish each step. 6. Return to the uConnect classroom and use the I agree choice in uConnect to let your instructor know when you have finished each step.
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Module Summary
In this module, you learned how to: Monitor Alarms and Events. Analyze voice equipment diagnostics. Apply troubleshooting techniques to resolve messaging issues.
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Course Summary
In this course, you learned how to: Perform CMM administration, including: Post-installation administration. Ongoing administration. Advanced administration.
Perform CMM maintenance, including: Backup and restore. System reports analysis. System software updates. System security.
Perform CMM troubleshooting, including: Analysis of alarm and events logs. Analysis of diagnostic reports. Common trouble issues and their resolution
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5M00050V 5M00050I Student Guide

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Avaya Aura Communication Manager Messaging Embedded Administration, Maintenance & Troubleshooting

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Instructor and Participant Introduction

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75 minutes 75 minutes 60 minutes

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75 minutes 75 minutes 10 minutes

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Ensure your cell phone is on silence.

Maintain a professional atmosphere.

Avoid putting the call on Hold.

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Module 1: Introduction ______________________________ Lesson 1: CMM Overview

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CMM and CM Shared Resources

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Server Type S8300D S8510 S8800

Call Answer Ports 24 210 210

Total Ports 36 250 250

Subscriber Mailboxes 1,000 6,000 6,000

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System Platform Architecture

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Hardware Platform and Capacities

1,000 24 36 1,000 128 12

MCAPI (f.k.a. IMAPI) Sessions 128 TTS Sessions 12

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Overview of Networking Capabilities

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System Installation Checklist

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Module 2 : Communication Manager Messaging (CMM) Administration

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Module 2 ______________________________ Lesson 1: Introduction

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Module 2 ______________________________ Lesson 2: Administrative Overview